# admin Service Cloud (service) - Full Documentation # (Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the Legacy Agentforce Builder By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access to let prospect customers schedule appointments without needing a contact record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. Enable guest users from the flow. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Send Verification Code** flow. 3. Click **Save As New Flow**. 4. Open the Toolbox. 5. Open the **enableGuestUser** variable. 6. Change the default value from **False** to **True**. ![Guest User enabled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_guest_user.png) 7. Click **Done**. 8. Save and activate the flow. 2. Add the subagent. 1. In Setup, find and select **Agentforce Agents**. 2. Open your agent. 3. Click **Open in Builder**. 4. If you already activated your agent, deactivate it to make changes. 5. From Subagents, click **New** and select **Add from Asset Library**. 6. Select the **Contact Creation for Field Service** subagent and click **Finish**. 3. Map the output variables to the context variables. 1. From Subagents, open the **Contact Creation for Field Service** subagent. 2. Click **This Subagent’s Actions**. 3. Open the **Create Contact for Field Service** action. 4. In the Outputs section, map these variables: Is Verified to isCustomerVerified Contact Id to VerifiedCustomerId 4. Add the filter to the action. 1. In the Contact Creation for Field Service subagent, click the filter icon. 2. For Assign Filters, select **Verified Email**. 3. Save your changes. 5. Activate the agent. 6. Add the required permissions. See [Object and Field Permissions](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users.") for Customer-Initiated Scheduling. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The guest user functionality is affected by the org’s [Standard Contact Matching Rule](https://help.salesforce.com/s/articleView?id=sales.matching_rules_standard_contact_rule.htm&type=5&language=en_US), which prevents creating two contact records with the same first name and last name. If you want to allow this behavior, modify the rule. See [Standard Contact Duplicate Rule](https://help.salesforce.com/s/articleView?id=sales.duplicate_rules_standard_contact_rule.htm&type=5&language=en_US). # (Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the New Agentforce Builder By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access so that prospect customers can schedule appointments without a contact record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you selected to allow guest users as part of the Salesforce Go setup, all of these steps are already completed and you can skip to [connecting the agent to your messaging channel](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&release=264.0.0&type=5 "Now that you’ve created your agent, you’re ready to connect it to your messaging channel."). If you’re building this agent manually, follow these steps. 1. Enable guest users from Agentforce Builder. 1. From the App Launcher, find and select **Agentforce Studio**, and then click **Agents**. 2. Open the agent that you created. 3. In the Script mode in Agentforce Builder, search for this phrase: enableGuestUser: mutable boolean = False 4. Set the value to True. 2. Add the required permissions. See [Object and Field Permissions](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "Create and assign permissions to users.") for Customer-Initiated Scheduling. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The guest user functionality is affected by the org’s [Standard Contact Matching Rule](https://help.salesforce.com/s/articleView?id=sales.matching_rules_standard_contact_rule.htm&type=5&language=en_US), which prevents creating two contact records with the same first name and last name. If you want to allow this behavior, modify the rule. See [Standard Contact Duplicate Rule](https://help.salesforce.com/s/articleView?id=sales.duplicate_rules_standard_contact_rule.htm&type=5&language=en_US). # 24-Hour Continuous Availability for All Service Resources Ensure 24-hour availability for all service resources, including capacity-based and individual resources or crews, to support seamless scheduling across standard and extended working hours. This setup, available only when you're using Enhanced Scheduling and Optimization, is essential for roles requiring round-the-clock coverage, such as emergency services or IT support. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
You can choose one of these methods to enable continuous availability for your service resources. - [Set operating hours](https://help.salesforce.com/s/articleView?id=service.fs_oh_create.htm&type=5&language=en_US): Define operating hours to include both standard and extended timeframes to allow for continuous service coverage. - [Use Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create.htm&type=5&language=en_US): Tailor shifts to accommodate extended or continuous working hours,to ensure flexibility for specific scenarios such as emergency repairs or high-priority tasks. ## Considerations For individuals and crews, - Travel time: For workers with 24-hour availability, travel time is calculated based on assignments within the continuous window. If there are appointments before and after an assignment, travel time is calculated between those appointments. If there are no appointments scheduled within the 24-hour window before or after, and the start of the shift is unknown, the system defaults to calculating travel time to and from the worker's home base. For example, David is a worker with 24-hour availability. If David has only one assignment on Thursday and no appointments within 24 hours before or after, the system calculates travel time from his home base to the assignment and back. However, if David has assignments on both Wednesday and Friday, the system calculates Thursday's travel time between the Wednesday and Friday appointments. - Sliding in appointment booking and schedule operations: When 24-hour availability is enabled, appointments can slide across shifts since the system treats it as one continuous shift. Without 24-hour availability, appointments are restricted to sliding only within the defined shift. ## Limitations For individuals and crews: - Lunch breaks: - Fixed Scheduling: Dynamic lunch breaks aren’t supported. You must schedule a fixed lunch break at a specific time instead. - 7-Day Optimization: If a 7-day period is optimized for a 24/7 shift, lunch breaks are created for all 7 days, even if only one service appointment is scheduled on the first day. If the appointment is later unscheduled by a dispatcher, the lunch breaks for the remaining days remain on the Gantt. - Minimized overtime objective: When 24-hour availability is set up with intervals of regular and extended working hours, the minimized overtime objective isn’t supported. For example, during extended working hours, a repair task is scheduled earlier in the extended shift rather than postponed to a later time during regular working hours. For capacity-based resources: - Appointment scheduling: Appointments spanning multiple days, such as those crossing midnight, are split across the respective days. Capacity tracking is calculated based on the set daily hours to ensure accurate scheduling. # About Cloning a Standard Bot as an Enhanced Bot When you clone a standard bot as an enhanced bot, the guided cloning experience reconfigures features that work differently for enhanced bots. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
## Context Variables We map the following [context variables](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5 "Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations.") to their corresponding messaging objects. | Context Variable | Object | Field Label | API Name | | --- | --- | --- | --- | | Routable Id | Messaging Session | Messaging Session ID | MessagingSession.Id | | End User Id | Messaging Session | Messaging User | MessagingSession.MessagingEndUserId | | Contact Id | Messaging User | Contact | MessagingEndUser.ContactId | If you don't reference the Chat Key context variable in your dialogs, we delete it from your variables. If you reference the Chat Key variable, we generate a list of affected dialogs. Download the list, remove references to the variable from your dialogs, and then restart the cloning process. The list doesn’t include any references to the Chat Key variable in merge fields. After you clone your bot, consider reviewing the messages your bot sends your customers. ## Conversation Routing
Inbound: Send conversations to your enhanced bot Outbound: Transfer conversations from your enhanced bot

When you clone a standard bot as an enhanced bot, we create a simple inbound Omni-Channel flow for your bot. It’s saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the Bot Overview page.

To use this flow:

  • In Flow Builder, specify a fallback queue in the Route Work action. Then make any other customizations and activate the flow.
  • Add your flow to a Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup.

Otherwise, create an inbound Omni-Channel flow from scratch.

When you clone a standard bot as an enhanced bot, we create a simple outbound Omni-Channel flow for your bot. It’s saved as Route from [Bot Name] and appears in the Outbound Omni-Channel Flow setting on the Bot Overview page.

To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer destination in the Route Work action. Then make any other customizations and activate the flow.

Otherwise, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting.
Any Omni-Channel flow that Salesforce creates doesn’t route conversations to or from your bot until you customize and activate it in Flow Builder.
## Custom Dialogs - All of your dialogs ending in the [Transfer to Agent Next Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") are cloned and routed to the default outbound Omni-Channel flow. After you clone your bot, you can specify a different outbound Omni-Channel flow on the Bot Overview page. - We revert the [Transfer to Agent system dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.") to default, so any customizations aren’t cloned. - Any custom dialog that uses the Set Routing Type rule step to transfer conversations to [a queue](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_queue.htm&release=264.0.0&type=5 "You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog.") or to [a bot](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_bot.htm&release=264.0.0&type=5 "Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot.") is cloned as an empty placeholder dialog. The steps within the dialog aren’t cloned. # About Flow Variables Create the following variables to store values in your flow: recordId, skillList, prechat, and input\_record. RecordId is required. SkillList, prechat, and input\_record are optional based on your flow logic.
View supported editions.
![Flow variables input\_record, skillList and recordId.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_variables.png) - **[Create the recordId](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&release=264.0.0&type=5)** To store the ID of the work item in the flow, create the recordId variable. - **[Create the skillList](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_skilllist.htm&release=264.0.0&type=5)** To route work to service reps with the right skills, identify the required skills and store them in a record collection variable. - **[Create the prechat](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_variable_prechat.htm&release=264.0.0&type=5)** To build a flow that routes chats based on information captured in a pre-chat form, add a prechat record collection variable. Set up the variable to pull pre-chat details from the Conversation Context Entry object. - **[Create the input\_record](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_input_record.htm&release=264.0.0&type=5)** If you build a flow to route work based on field values in a Salesforce record, use a record variable to store the record. - **[Create the reasonForNotRouting](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_reasonfornotrouting.htm&release=264.0.0&type=5)** To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request. # About the Field Service Mobile App Review key information about the mobile app, including requirements, limitations, supported data types, and security considerations. - **[Technical Requirements for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_requirements.htm&release=264.0.0&type=5)** Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets. - **[Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5)** Review limitations and considerations for the Field Service mobile app for Android and iOS. - **[Offline Considerations in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_offline_considerations.htm&release=264.0.0&type=5)** Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn how to use the Field Service mobile app when offline. - **[Field Service Mobile Security](https://help.salesforce.com/s/articleView?id=service.mfs_security.htm&release=264.0.0&type=5)** Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS). - **[Supported Data Types in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_data_types.htm&release=264.0.0&type=5)** Learn which data types are supported in the Field Service mobile app for Android and iOS. - **[Supported Barcodes](https://help.salesforce.com/s/articleView?id=service.mfs_supported_barcodes.htm&release=264.0.0&type=5)** Learn about the barcodes that are compatible with the Salesforce Field Service mobile app. - **[Initial Field Values in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_field_values.htm&release=264.0.0&type=5)** The initial value shown in a field when running a quick action depends on several factors. - **[Field Service Mobile App Updates](https://help.salesforce.com/s/articleView?id=service.mfs_updates_continuous_delivery.htm&release=264.0.0&type=5)** Stay in the know about the Field Service mobile app releases. This topic includes information on the mobile app release cadence for major, patch, and daily releases (also known as emergency releases), plus information on testing and beta periods. - **[Field Service Mobile Beta and Early Adopters Program](https://help.salesforce.com/s/articleView?id=service.mfs_beta_program_about.htm&release=264.0.0&type=5)** By participating in the Field Service Mobile Beta and Early Adopters program, you can test new versions of the app before adopting them. # Accept a Message and Chat with a Customer When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To send and receive messages in Enhanced Chat:

Enhanced Chat User permission set license

AND

Enhanced Chat Rep user permission
To send and receive messages in standard and enhanced messaging channels: Messaging Agent
1. To accept a message and open the messaging session window, click the checkmark icon. To see the first message that a customer sent, hover your mouse over the checkmark icon. The first message can give you context about why the customer is contacting your company. 2. To send a message to the customer, enter your message and press **Enter** on your keyboard. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To add more context to the messaging session, use the lookup fields on the Details tab to associate the session with a case, lead, or opportunity. ![Omni-Channel utility with checkmark icon circled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_omni.png) # Access Conversation Transcripts via a Companion Org You can use Data 360 to access conversation transcripts from enhanced messaging channels, voice calls, and unified messaging. Create reports to learn from transcripts, zoom into your data with the Data Cloud API, and analyze your data using SOQL queries. Use this task to access conversation transcripts via a companion org that is connected to a home org with Data Cloud. You can also associate created Data Streams with any data space, not just the default one. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited editions with Enhanced Messaging, Voice, or Unified Messaging
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Conversation Storage Services features are not supported in Government Cloud. Before proceeding, make sure these conditions are satisfied. - Your companion org is already connected with a home org that has Data 360 provisioned to use this feature. For more information on how to provision Data 360 in the home org, see [Turn On Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&language=en_US). - If your org isn't a companion org, make sure you establish a [Data Cloud One companion connection](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connections.htm&language=en_US) to a home org that has Data 360 provisioned. - Make sure that the companion connection is in the [ACTIVE](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_statuses.htm&language=en_US) status. To access conversation transcripts via a companion org: 1. From Setup, in the Quick Find box, enter Conversation Transcripts on Data Cloud, and then click **Conversation Transcripts on Data Cloud**. 2. From the dropdown, select the appropriate data space to which you want to associate Data Streams in Data 360 for sharing conversation transcripts. For more information on data spaces, see [Data Spaces](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces.htm&language=en_US). 3. Click the toggle button to enable the sharing of conversation transcriptions with Data Cloud. A dialog box appears asking for confirmation. 4. Click **Enable**. To view conversation transcripts in Data 360, use one of these methods: - [Data Explorer](https://help.salesforce.com/s/articleView?id=data.c360_a_data_explorer.htm&language=en_US) - [Query Editor](https://help.salesforce.com/s/articleView?id=data.c360_a_query_editor.htm&language=en_US) - [Analyze Conversation Transcripts Using Data Cloud Public APIs](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api.htm&language=en_US) - [Analyze Conversation Transcripts Using Data 360 Reports](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_reports.htm&language=en_US) # Access Conversations in AWS To get a complete picture of conversation data from the Amazon Web Services Database (AWS), sync your conversation data to Data 360, use the Connect REST API, or download conversation data using the bulk export tool. You can use the specified methods to get a complete picture of conversation data for these channels. - Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) - Enhanced Messaging: WhatsApp, Facebook Messenger, SMS, Apple Business Messaging, and LINE - Enhanced Chat - Enhanced Bots and Bring Your Own Bot (BYOB) - Bring Your Own Channel (BYOC) - **[Sync Conversation Data to Data 360](https://help.salesforce.com/s/articleView?id=service.sync_conversation_data_to_data_cloud.htm&release=264.0.0&type=5)** Data 360 is a Salesforce platform that unifies customer data from all your different systems to create a single, comprehensive view of your customer. Syncing your conversation data here transforms your data into an analyzable asset. - **[Get Conversation Data Using Connect REST API](https://help.salesforce.com/s/articleView?id=service.access_conv_data_using_conversation_entries.htm&release=264.0.0&type=5)** This method is for programmatically fetching one specific transcript at a time and is primarily used by developers. You can use the Conversation Entries Connect REST API to access individual conversations and their associated conversation entries. It is ideal for building a custom component that displays a chat history on a case page or for showing a customer their past conversations in an external portal. It isn’t for bulk data extraction. - **[Download Conversation Data Using Bulk Export Tool](https://help.salesforce.com/s/articleView?id=service.download_conversation_data_bulk_export_tool.htm&release=264.0.0&type=5)** This is a utility designed for you to download a complete, historical archive of all your conversation data. # Access Customer Details During a Chat When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - To search for a record, type a name in the relevant box in the Related Entities section of the page, then click ![Lookup field icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/lookup.png). To associate a record you find to the chat, select it from the search results list and click **Save**. In older organizations, you could access records and visitor details from the Related Entities panel during chats. However, starting with Summer ’14, the Related Entities panel in the details tab isn’t available for new Chat customers. Existing customers will continue to have access to the Related Entities panel. - Once you associate an existing record to the chat, click the name of the record to open it in a new tab. - To create a new record, click **New Case**, **New Lead**, **New Contact**, or **New Account**. # Access Customer Signals Intelligence on Companion Orgs Break down the silos across multiple Salesforce organizations to get a unified view of information that is not natively available. Share data across home and companion orgs and get access to comprehensive dashboards and take action on insights drawn from across the business, yet conveniently viewed and filtered for the specific context of their own org. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Data 360 enabled, and the Customer Signals Intelligence add-on
User Permissions Needed
To access Customer Signals Intelligence setup:

Data Cloud One permission set
Make sure you [share your data space](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_setup.htm&type=5&language=en_US) while creating the connection from your home org with the companion org. 1. From the companion org Setup, use Quick Find to open Customer Signals Intelligence. 2. [Select a data space](https://help.salesforce.com/s/articleView?id=service.task_cxi_data_space.htm&release=264.0.0&type=5 "Categorize and organize customer data by attributes such as brand, department, or insights."). The dropdown shows all the data spaces shared with the companion org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note You can't turn on Unified Profiles for companion orgs. 3. [Set up channels](https://help.salesforce.com/s/articleView?id=service.task_cxi_channels.htm&release=264.0.0&type=5 "Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email."). 4. Select AI services. 5. Click **Activate**, and then **Activate** again. All required Data Cloud components, like data streams and data transforms are deployed to the home org. You can now see dashboard insights for the shared data space on your companion org. The companion org shows insights that are relevant to that org. #### See Also - [Data Cloud One](https://help.salesforce.com/s/articleView?id=data.c360_a_data_cloud_one.htm&type=5&language=en_US) - [Understand Data Spaces in Companion Orgs](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_in_companion_orgs.htm&type=5&language=en_US) - [Access Data Cloud One from a Companion Org](https://help.salesforce.com/s/articleView?id=data.c360_a_data_cloud_one_app.htm&type=5&language=en_US) - [Set Up a Data Cloud One Companion Connection](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_setup.htm&type=5&language=en_US) # Access Messaging Transcripts You or your support team may need to download, redact, report on, or otherwise monitor transcripts from your messaging channels. For help with transcripts, see [Store and Access Your Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US). # Access Omni-Channel Setup Home Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). 1. In the Quick Find box under Setup, enter Omni-Channel Home, and then select **Omni-Channel Home**. ![Omni-Channel Home shows setup tasks organized by area and a list of all service channel instances.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_setup_home.png) 2. To perform a setup task, click the link. 3. To learn more about a setup task, click **Learn More** for the task. 4. In the Channel Instances section, check out the service channel instances that were created for your company. 5. If a warning appears for a service channel instance, hover over the icon for more information. For example, a warning appears if the assigned Omni-Channel flow is inactive or the channel instance routes work to a queue with a missing routing configuration. # Access Optimization Hub View Optimization Hub to get a snapshot of different metrics before and after optimization and across multiple territories. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view Optimization Hub: Field Service Admin permission set OR Field Service Dispatcher permission set OR read on Optimization Request and Territory Optimization Request objects
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Hub is available only when you’re using Enhanced Scheduling and Optimization. 1. From the App Launcher, find and select **Optimization Requests**. 2. On the Optimization Requests list view, click the optimization request record. 3. In Optimization Hub, click the filter icon to select the service territories that Optimization Hub shows information for. 4. To gather information related to the optimization request, navigate through the Optimization Hub tabs. Optimization Hub includes four tabs that show information related to scheduling, service resources, and the scheduling policy. - Home tab—Shows a high-level overview of the metrics trade-off and the key areas to focus on. It shows you a comparison of the metrics before and after optimization and how they impact each other. For example, improving the average response time can increase the average travel time for service appointments. It gives you a granular understanding of what happened after an optimization run and what areas of focus can be relevant to improve the scheduling results. You can filter the service territories that are included in the comparison. - Schedule tab—Shows you a comparison of service appointments, travel times, and break-related metrics before and after optimization. For example, in the Total Travel Time card, the total time is broken down according to the travel time from the resource’s home base, between appointments, and back to home base. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For maximum accuracy, travel time values are provided in seconds and are then rounded up, which is different from in the Gantt, where the time unit is minutes. - Resources Tab—Includes cards that compare metrics related to service resource types, workloads, availability, and utilization before and after optimization. For example, the Utilization card shows you the service resources’ actual work time out of their available work time, before and after optimization. You can filter which factors optimization considers when calculating a service resource’s utilization. When all factors are considered, utilization is calculated using the following formula: (Scheduled Duration + Non-Availability + Lunch Breaks + Travel From Home Base + Travel Between Appointments + Travel To Home Base) ÷ (Overtime Availability + Normal Availability). - Policy Tab—Shows you how optimization performed compared to your scheduling policy and service objectives. For example, the Service Objectives card shows you the service objectives of the scheduling policy. #### See Also - [View Field Service Resource Utilization](https://help.salesforce.com/s/articleView?id=service.pfs_view_availability.htm&type=5&language=en_US) # Access Optimization Request Files Retrieve the request and response files of your optimization requests. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Optimization Request Files lets Salesforce admins quickly retrieve the request and response files of an optimization request. Review the files in a JSON file format to find out what happened to a specific request and to quickly resolve related issues. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Request Files is available only when you’re using Enhanced Scheduling and Optimization. ![Optimization Request Files UI](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_optimization_request_files.png) - **[Set Up Optimization Request Files](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files_set_up.htm&release=264.0.0&type=5)** Configure your Optimization Request Files settings. - **[Retrieve Optimization Request Files](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files_retrieve.htm&release=264.0.0&type=5)** Get the request and response files of an optimization request to help you troubleshoot issues. - **[Optimization Request Files Output](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files_output.htm&release=264.0.0&type=5)** Review the information shown in the request and response files. # Access Service Appointment Lifecycle View the scheduling history of a service appointment. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view Service Appointment Lifecycle: View Service Appointment Lifecycle
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and select **Service Appointments**. 2. On the Service Appointments list view, click the service appointment record and then click the **Service Appointment Lifecycle** tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Service Appointment Lifecycle shows activity information only from the last 30 days. - Each change is registered with the user who invoked it. This can be a dispatcher, a mobile worker, or an Agentforce agent. If an activity is a scheduled job, it’s registered with the System Administrator user who configured it. 3. Expand the relevant activity to view the changes made to the appointment details. Service Appointment Lifecycle tracks the changes made to these scheduling-related fields. It shows only the fields that have changed. - Scheduled Start - Scheduled End - Arrival Window Start - Arrival Window End - Service Resource - Service Territory - Earliest Start Permitted - Due Date - Status - Status Category - Duration - Duration Type - Related Bundle - Work Type 4. To see more information about a change, click the relevant activity header and view the Field Service Object Change record page. Service Appointment Lifecycle includes information for these scheduling activities. - Created—The service appointment was created. When an appointment is created, Service Appointment Lifecycle shows you the values of all the tracked fields at the time of creation. - Scheduled—An unscheduled service appointment was scheduled. - Rescheduled—A scheduled service appointment was rescheduled. An appointment is considered ‌rescheduled if a change is made to its assigned service resource or to its scheduled start time. - Unscheduled—A scheduled service appointment was unscheduled. - Status changed—The service appointment status was changed. For example, the status was changed to Complete. The manual activities of scheduling, rescheduling, and unscheduling are also reported as status changes because they change the status of a service appointment. - Service resource assigned—The service appointment was assigned to a service resource. When a service appointment is assigned to a crew, all its crew members are assigned to that appointment. Service Appointment Lifecycle shows you separate scheduling activities for the crew and for each individual service resource. When a resource is added to a crew with an assigned appointment, Service Appointment Lifecycle shows you this change as a new activity. When a resource is removed from a crew, Service Appointment Lifecycle doesn’t show the change. - Details updated—The service appointment details were changed. Service Appointment Lifecycle shows you the changes made to one or more of the tracked scheduling fields. If these changes aren’t shown in any of the other activities, they’re shown here. - Deleted—The service appointment was deleted. You can find the deletion details on the Field Service Object Change record page. # Access Service Features on Mobile Devices Download the Salesforce mobile app to manage customer service on the go. In the Salesforce mobile app, reps and supervisors can access core features of Agentforce Service (formerly Service Cloud) like messaging and [Omni Mobile](https://help.salesforce.com/s/articleView?id=service.omnichannel_go_mobile.htm&language=en_US). To schedule appointments and manage inventory, support teams can use the offline-first Field Service mobile app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Salesforce previously offered a Service Cloud mobile app. As of December 2019, the Service Cloud mobile app is no longer supported and isn't available for new users to download in the App Store or Google Play. Instead, use the Salesforce or Field Service mobile apps. #### See Also - [Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app.htm&type=5&language=en_US) - [Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_overview.htm&type=5&language=en_US) # Access the Article Recommendations Action’s Output To use the recommendations, assign the output from the Article Recommendations action to a collection variable. Then, loop through the collection variable to access the recommended articles and their fields. ### Required Editions
View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets
To customize Einstein Article Recommendations: Customize Application
The flow action may return articles that aren’t externally visible . To display articles to customers outside your organization, [add logic that checks the articles are publicly available](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_access_flow_output.htm&release=264.0.0&type=5). 1. On the Elements tab, drag the Assignment element onto the canvas. 2. Assign the JSON output of the Article Recommendations action to an Apex-Defined output variable. ![A new apex-defined variable to hold items from the Article Recommendations JSON list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_new_variable.png) 3. Add a Loop element to iterate through each item in the variable list. 4. Inside the loop, drag the Get Records element onto the canvas to filter through the Knowledge Article Version Records. 5. To find the published recommended articles, add a condition that matches the Knowledge Article Version ID to the ID of the current item from the loop. Add conditions to check that your articles exist and that they’re publicly available. ![A new Get Records action that checks the article id matches the current item from the loop and it is publicly visible.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_get_records.png) This example filters knowledge articles that aren’t included in the public knowledge base IsVisibleInPkb. 6. Assign the list of recommended articles to a variable. From there you can use the variable to process the list into a reader-friendly format such as a [new screen](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screen.htm&type=5&language=en_US) or [email](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_actions_sendemail.htm&type=5&language=en_US). - **[Sample Flow to Send Recommended Articles in an Auto-Response Email](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_sample_flow.htm&release=264.0.0&type=5)** When a customer opens a new case, this flow sends case-relevant knowledge articles in an auto-response email. # Acknowledge Policies from the Employee Service Portal for IT Compliance Employees can acknowledge assigned policies directly from the Employee Service portal, without needing access to the IT Compliance app. A policy appears in the Policy Hub when a compliance admin activates a policy communication campaign that lists the employee as a recipient. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with IT Compliance Employee add-on.
User Permissions Needed
To acknowledge assigned policies from the Employee Service portal: IT Compliance Policy Acknowledger permission set
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The portal notifies you when a new policy is assigned, but the notification doesn't open the policy directly. Open the Policy Hub from the home page to read and acknowledge it. 1. Sign in to the Employee Service portal. 2. On the home page, select the **Policy Hub** tile. 3. On the **Pending** tab, find the policy you want to review and click **Read & Acknowledge**. 4. Read the policy document in full. 5. Click **Acknowledge**. The policy moves from the **Pending** tab to the **Acknowledged** tab. ![Acknowledging an updated remote-work policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Acknowledging an updated remote-work policy Maya, a Data Workspaces engineer at Cumulus Bank, signs in to the Employee Service portal and sees a notification that she has a new policy to review. She opens the Policy Hub. On the **Pending** tab, she finds the Remote Work and Acceptable Use Policy and clicks **Read & Acknowledge**. After reading the document, she clicks **Acknowledge**. The policy moves to the **Acknowledged** tab, her response is recorded against the active campaign, and the compliance admin can see her acknowledgment from the IT Compliance app. Return to the Policy Hub at any time. On the **Acknowledged** tab, click **Read** next to any policy to revisit the document. # Action Permissions Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run. ### Required Editions
View supported editions.
All actions execute in the context of the ServicePlanner User. Grant the ServicePlanner User the permissions to access the functionality your actions rely on, such as Apex classes, flows, and prompt templates. Action permissions follow the guidelines in [Common Access for Actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&type=5&language=en_US). Here are a few more details to keep in mind. - **Apex class access**. Explicitly grant the ServicePlanner User access to each Apex class the action calls. Without it, the action fails with a generic error message. - **Apex sharing mode**. Use actions that query customer data without sharing in the Apex class. If the class uses sharing, the query can return zero results with no error message. - **Object permissions**. Grant Read access on any object the action queries. If the action also creates or updates records, add Create and Edit access. - **Field-level security**. Object-level Read access isn't enough. Each field the action reads needs explicit Read access granted on the permission set. Without it, Salesforce returns blank values, which can look like a data problem but is a permissions issue. # Action Plans for IT Services Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Define the business context of an action plan template through a target object and store necessary context details in a target record. Assign a user, a queue, or an action plan creator to each task. When you create an action plan from a template, the task's priority, duration, assignment, and other details are carried over from the template to the action plan. Here are some examples of using Action Plans for some target objects.
TARGET OBJECT PURPOSE TASKS
Incident An action plan for tasks to be performed by IT fulfillers and managers when proposing a major incident candidate.
  • Send immediate stakeholder broadcast.
  • Initiate swarm channel and assemble major incident team.
  • Document resolution summary by using Agentforce.
  • Validate affected and impacted configuration items (CIs).
Problem An action plan for tasks to be performed by problem fulfillers before root cause analysis.
  • Investigate and diagnose root cause.
  • Draft known error article and document any workarounds.
  • Evaluate permanent fix requirement.
Change Request An action plan for tasks to be performed by change fulfillers before implementation.
  • Obtain Change Advisory Board authorization.
  • Schedule change implementation.
  • Execute implementation and verify.
  • Conduct post-implementation review (PIR).
Release An action plan for tasks to be performed by release managers and release group for a major release before approval.
  • Verify CI impact.
  • Obtain final advanced approval.
  • Conduct quality assurance.
  • Upload documentation.
  • Schedule PIR.
For detailed setup and configuration steps, see [Action Plans](https://help.salesforce.com/s/articleView?id=ind.fsc_action_plans.htm&type=5&language=en_US). # Actions in Service Assistant Service Assistant automatically adds actions to plan steps by comparing your action descriptions and input and output instructions against the record details and grounding sources. ### Required Editions
View supported editions.
Service Assistant identifies which actions to include in plan steps in two ways. With context matching, it matches action descriptions against the record details and your grounding sources. With direct references, you name a specific action in your subagent instructions. ## Context Matching The first way an action is added to a plan step is through context matching. Service Assistant analyzes the record to understand the context in real time and then reviews your grounding sources to find relevant information. How that matching works depends on whether your grounding source is subagent instructions or knowledge articles. If a subagent instruction states to complete a required task or procedure, Service Assistant looks for an action description that reflects that language and adds the best matching action to the plan. For example, an instruction states, "As a first step, always retrieve the order transaction record using the customer's name and email." Service Assistant then searches for a related action to complete the text. If Service Assistant doesn't find an action, it tells the service rep to gather the order information manually. Knowledge articles don't directly map to individual actions. Instead, Service Assistant retrieves relevant article content based on the record context and then creates a plan step. Action descriptions that reflect the scenario and conditions described in the article are more likely to be matched at the right step.
Component Content Example
Knowledge Article

Name: Handling Billing Issues

Content: When a customer contacts support about an incorrect charge, first investigate the recent transaction history to identify billing discrepancies or confirm whether there's a disputed charge on the account.

Action Description

Name: Get Billing History

Description: Retrieves the customer's transaction logs and history. Use this action when a service rep is investigating a billing discrepancy or disputed charge.
Because the action description explicitly uses the phrases "billing discrepancy" and "disputed charge" found in the article, Service Assistant can easily verify that the "Get Billing History" action is the correct tool to use when the article content is retrieved during a plan step. ## Direct References The second way an action is matched is through a direct reference to the action name in your subagent instructions. This direct reference gives Service Assistant an explicit signal to include an action at that step. Here are some examples. - As the first step, always verify the customer's identity using the Verify Customer Identity action. After verification is complete, proceed to review the customer's open cases. - Always send an email that summarizes the return policy, refund timeline, and next steps for the customer. Use the Send Email action. - As a final step, always summarize the case and assistance provided and send a wrap-up email to the customer. Use the Summarize Case action. This example shows how to call an action in a subagent instruction using a direct reference. ![Grounding diagram](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_action_direct_reference.png) ## Choosing the Best Matching Strategy The two strategies aren't mutually exclusive and are best used in combination. Choosing the right one depends on whether you need a step to be situational or mandatory. | Matching Strategy | When to Use It | | --- | --- | | Context Matching (Automatic) | Best for situational steps where an action runs only when specific conditions are met. Because dynamic plans search grounding sources (knowledge articles and subagent instructions) in real time, this approach relies heavily on how well your action descriptions align with those sources. Focus on using specific language in your action descriptions that mirrors the scenarios and terminology in your grounding content. This keeps your instructions clean by removing the need to account for every possible condition. | | Direct References (Explicit) | Best for mandatory steps where a specific action always occurs, regardless of context. Use this option to force Service Assistant to include an action, providing the predictability needed for required procedures such as identity verification. | In general, use direct references for essential, required steps. For conditional tasks, rely on context matching, where Service Assistant searches and retrieves relevant information from your knowledge articles to identify the appropriate action. ## Action Matching Considerations As you set up and test action matching, keep these considerations in mind. When you reference action names in subagent instructions, always use the action label, not the action API name. Referencing the API name causes errors in step creation. After an action is executed, Service Assistant sometimes responds with an open-ended prompt rather than proceeding to the next step automatically. For example, it responds with something like "The record is updated. Let me know how to proceed." To make sure that the plan continues, explicitly state what happens next in your subagent instructions. For example: "After the action completes, immediately proceed to verify entry requirements." As you test your dynamic plans, pay attention to which actions are presented and where they're missed. Refining an action description can improve automatic matching. Adding a direct reference increases the chances of a specific action running at the right step. # Actions in the Scheduling Console Learn about the actions available in the Scheduling Console to manage service appointments, service resources, and resource absences. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To adjust duration FSL.Gantt - Enable Adjusting Duration permission
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ In the Scheduling Console, all actions are accessible from the Gantt, the service appointment list, and the map. Actions are available from the action bars, right-click menus, and popovers, and can be applied to service appointments, service resources, and resource absences. The **Show on Gantt** action is the only exception, as it's accessible only from the service appointment list and the map. These actions are supported in the Scheduling Console. - Actions applied to service appointments: - Schedule / Reschedule (single and multiple appointments) - Unschedule - Change Status - Pin / Unpin - Show on Gantt - Show on Map - [Rebook with Agentforce](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_rebook.htm&type=5&language=en_US) - Actions applied to service resources: - View Route - Resource Schedule Optimization - Actions applied to service territories: - In-Day Optimization - Global Optimization - Actions applied to resource absences (permission-based): - Edit - Delete ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important When applied to multiple service appointments, the Change Status, Unschedule, and Pin / Unpin actions support a maximum of 200 appointments. ## Drag and Drop The Drag and Drop action is available both from the Gantt and the service appointment list, giving dispatchers an intuitive way to schedule or reschedule service appointments with immediate UI feedback for a fast experience. To streamline scheduling, you can use dual monitors. Keep the Gantt open on one monitor and the service appointment list on the other. Then, drag service appointments from the list onto the Gantt across monitors. To set up dual monitors, duplicate your current console tab. Expand the Gantt to display on one monitor and then expand the service appointment list on the other. Within the Gantt only, you can also drag and drop resource absences. The Drag and Drop action is also available from the map. You can drag unscheduled service appointments directly from the map onto the Gantt to schedule them visually. To do this, open the map in the Scheduling Console to view the map side by side with the Gantt, or use dual monitors. Keep the Gantt open on one monitor and then open the map in a separate tab on another monitor. ## Appointment Snapping When appointment snapping is enabled, appointments that you drag from the Gantt, appointment list, or map snap to align with the nearest neighboring appointment. Snapping makes it easier to place appointments back to back without leaving gaps. The snap interval is set in minutes by your admin. To turn snapping on or off, under **Settings**, select **Gantt and Appointment List** and then select whether to enable appointment snapping. See [Features of the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_features.htm&type=5&language=en_US) and [Customize the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_customize_settings.htm&type=5&language=en_US). ## Adjust Duration Extend or shorten service appointments and resource absences directly from the Gantt. - Hover over the left edge (start time) or right edge (end time) of a block. - Click and drag the edge left to shorten the duration, or right to extend it. As you drag, a live tooltip displays the updated start or end time to help you set precise boundaries. Your changes snap right to your active Gantt grid settings to keep schedules aligned and clean. Edits to locked, pinned, or overlapping items run against your automated scheduling rules to protect against accidental double-bookings and policy violations. ## Right-Click Actions Right-click a service appointment, service resource, or resource absence to open a context menu of the actions available for that item. The context menu gives you a faster way to reach common actions without moving to the action bar. The actions in the context menu match the actions available for the selected item in the action bar and popover. ## Find Candidates The Find Candidates action offers enhanced clarity for evaluating usability and scheduling. Instead of numeric grades, users are shown intuitive labels and AI-generated summaries that clearly explain the reasoning behind the scheduling recommendations. The experience is clean and friendly, the UI provides clear explanations, and dispatchers gain increased confidence in their scheduling decisions. Travel details are visible to users, who can view the travel time added to a service resource's daily schedule. They also have the option to sort the list of candidates based on travel time. ![Find Candidates side panel showing candidate list with intuitive labels, travel time details, and AI-generated summaries](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_find_candidates.png) - To view candidates, click the **Find Candidates** action (1). - Review the list of candidates and time slots (2). Clicking **Why?** in the candidates side panel (1) shows an AI-generated rationale behind each recommended slot, giving dispatchers full transparency into why a specific time is suggested. This clarity allows users to understand why one option is superior or inferior to others. ![Find Candidates side panel showing the Why? AI explanation for a candidate's recommended time slot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_find_candidates_why.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Find Candidates AI Reasoning requires an Agentforce for Field Service license and the **Show Explanations for Candidate Results** user permission. See [Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&release=264.0.0&type=5 "Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you."). ## Schedule and Reschedule Multiple Service Appointments Schedule or reschedule multiple service appointments at once to handle schedule changes and operational disruptions more efficiently. You can select appointments from the Gantt, the service appointment list, or the map. While you can perform these actions by using either the action bar or the right-click menu, the examples in this section showcase the action bar. **Select Service Appointments From the Gantt** ![Gantt showing selection of multiple service appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_appt_selection_gantt.png) - Use Cmd or Ctrl to select appointments (1). - Click **Reschedule** in the action bar (2). **Select Service Appointments From the Service Appointment List** ![Service appointment list showing selection of multiple service appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_appt_selection_list.png) Select service appointments to schedule or reschedule (1). When your selection includes only scheduled appointments, the **Reschedule** button (2) appears in the action bar. When your selection includes only unscheduled appointments, or both scheduled and unscheduled appointments, the **Schedule** button appears instead. **Select Service Appointments From the Map** ![Map showing a polygon with the selection of multiple service appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_appt_selection_map.png) - Draw a polygon to select appointments (1). - Click **Schedule** or **Reschedule** from the action menu that appears (2). When your polygon includes only scheduled appointments, the **Reschedule** button appears in the menu. When it includes only unscheduled appointments, or both scheduled and unscheduled appointments, the **Schedule** button appears instead. Scheduling and rescheduling run in the background, so you can continue working in the Scheduling Console while your request is processed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Appointments whose status is Completed or Canceled, or that are pinned, aren't processed. Use the Activity Tracker to monitor the status of your request in real time. See [Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US). ![Activity Tracker showing rescheduling in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_reschedule_cancel.png) To stop a scheduling or rescheduling process before it finishes, click **Cancel** (1). When you cancel a process, it stops future appointments from being processed. Appointments already scheduled or rescheduled before cancellation aren't changed. When the process completes and changes are applied to the schedule, use the Activity Tracker to review the results. ![Rescheduling Results side panel showing the rescheduling results](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_reschedule_side_panel.png) Click **Show Results** (1) in the Activity Tracker to open the results panel (2). The panel shows the total number of service appointments processed, the scheduling or rescheduling status, the action completion date, and the scheduling policy used. The Details section in the panel shows a breakdown of service appointment updates. ![Scheduling Results side panel showing the updates to service appointments in the Details section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_actions_bulk_schedule_side_panel_details.png) - **Scheduled or Rescheduled**: - **Scheduled**: Appointments assigned a new time and service resource. Click **Highlight on Gantt** (1) to highlight them on the Gantt, or click **Show List** (2) to open a temporary list of the scheduled appointments. - **Rescheduled**: Appointments assigned a new time, a new service resource, or both. Click **Highlight on Gantt** or **Show List** to review them. - **Unchanged**: Appointments that kept their original state after scheduling, or kept their original time and service resource after rescheduling. Click **Highlight on Gantt** or **Show List** to review them. All temporary lists show the current state of the appointments. # Activate a Service Document Template To create service documents and PDFs with Document Builder, activate a template. ### Required Editions
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To activate service document templates: Document Builder
1. In Document Builder, after you’ve built your first template for a work order, work order line item, or service appointment, click **Save**. 2. Activate the template. If you’ve saved the template and dismissed the activation window, you can get to it by clicking **Activation**. 3. Click **Assign** and save your work. Your template is assigned as the default. Assigning a different template as the default overrides prior default template assignments. Only one default template per object can exist at a time. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can control which template is used to generate a service document, but you can have only one active default template per object. This template is used if you don’t specify any other template in the Service Document Template field or in the Work Type. To assign a record-specific template, enter the template ID in the Service Document Template field on that record. # Activate Alumni Portal Complete the Alumni Portal setup by activating it. ### Required Editions
View supported editions.
User Permissions Needed
To create an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration
To customize an Experience Cloud site:

Be a member of the site AND Create and Set Up Experiences

OR

Be a member of the site AND View Setup and Configuration AND an experience admin, publisher, or builder in that site
To publish an Experience Cloud site:

Be a member of the site AND Create and Set Up Experiences

OR

Be a member of the site AND an experience admin or publisher in that site
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Preview and test Alumni Portal before you activate it. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. Next to Alumni Portal, click **Workspaces**, and then select **Administration**. 3. Click **Settings**. 4. Click **Activate**, and then click **OK**. #### See Also - [Activate Your Site](https://help.salesforce.com/s/articleView?id=experience.networks_publish.htm&language=en_US) # Activate Data Categories on Your LWR Site Data categories are an organizational structure for your internal knowledge and catalog items, which helps you classify, discover, and show the most relevant article, question, or idea to your users. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
You can’t create data categories in LWR, but you can use previously created data categories to arrange the way information is presented to site users. Only data categories that are exposed to the site are shown on data category pages. 1. From your LWR site in Experience Builder, open Workspaces and click **Data Categories** 2. Click **Category Activation**. 3. Select checkboxes of data categories to apply them to your LWR site. Selecting a data category group doesn’t select all children in that group, but selecting a child data category auto-selects the parent data category group. 4. Save your work. After activating data categories, place the Knowledge Article List (Beta) component on your site. The component shows site users knowledge articles related to the data categories you selected if you’re using the default data provider, Self-Service. If the Knowledge Article List (Beta) component is on the Network Data Category (NDC) detail page, we recommend using the Self Service data provider. If the article list component is on any page other than the NDC page, the Self Service data provider is unavailable, and you must use a different data provider. #### See Also - [_Salesforce Help_: Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5 "Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.") - [_Salesforce Help_: Create and Modify Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") - [_Salesforce Help_: Standard Components for LWR Templates](https://help.salesforce.com/s/articleView?id=experience.networks_byo_lwr_components.htm&type=5&language=en_US) # Activate Discovery Framework Settings Use Discovery Framework to support your quality management assessment configurations. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To modify settings: Quality Manager
1. From Setup, in the **Quick Find box**, enter Discovery Framework, and then select **General Settings**. 2. Turn on **Discovery Framework** and **Enhanced Questions**. # Activate Field Service Schedule Optimization Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create users: Manage Internal Users
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Setting up optimization consumes one Salesforce license, so check that a license is available. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Optimization** | **Activation**. Click **Create Optimization Profile** to create an optimization profile and an optimization user that submits optimization requests. If optimization is already activated, this button isn't available. A user ID shows who activated the optimization service. 3. When you’re prompted, switch to the newly created optimization user. 1. From Setup, navigate to the **Users** page and locate the optimization user. 2. Click **Edit** next to the user and select **Active** on their profile. If you deactivate the optimization user, you can’t use optimization. 3. Select **Generate new password and notify user immediately**. 4. Log out. 4. When you receive the password reset email, click the link and complete the steps to log in as the optimization user. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You must log in as the FSL Optimization user from the Salesforce login screen and not by clicking **Log In** next to the FSL Optimization user in Setup. 5. When you’re logged in, click the + icon in the tab bar to see your full list of tabs. Click the **Field Service Settings** tab. 6. Click **Activate Optimization**. 7. Click **Allow** to allow remote site access and be redirected back to Field Service Settings. 8. Log out as the optimization user and log back in with your regular username and password. Optimization is now ready to use in your org. Review the available [scheduling and optimization services](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_services.htm&type=5&language=en_US). #### See Also - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5 "Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.") - [What’s Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&release=264.0.0&type=5 "Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service optimization transforms traditional scheduling by automatically generating the ideal schedule based on your specific constraints and priorities. Field Service offers unparalleled flexibility and innovative, out-of-the-box solutions, enabling businesses of all types and sizes to tailor their organizational models for seamless schedule optimization.") - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US) # Activate or Deactivate Your Bot When you’re ready to put your bot to work, activate your bot and welcome your new agent to the team! ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). 1. From any page in the Bot Builder menu, click **Activate**. ![Activate your bot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_activate.png) The **Activate** button changes to **Deactivate**. 2. To make changes to your bot, you must first deactivate it. Click **Deactivate**. - **[Preview Your Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_preview_bot.htm&release=264.0.0&type=5)** Try out your bot before it’s visible to your customers with Text Preview. Or connect your bot to a Chat channel to preview your bot’s full content. # Activate Recording Settings Use global recording and transcription settings within your org to process conversation data. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To modify recording and transcription configurations: Quality Manager
1. From Setup, in the **Quick Find box**, enter Recording and Transcription. 2. Turn on **Recording and Transcription**. 3. Turn on Einstein' under Setup, Einstein Generative AI # Activate Work Summaries for Email Turn on Work Summaries for Email in your org to access these time-saving summaries. ### Required Editions
View supported editions.
User Permissions Needed
To use and access Work Summaries:

Work Summaries User
1. From Setup, in the Quick Find box, enter Einstein Work Summaries, then select **Einstein Work Summaries**. 2. Click the **Email** tab. 3. To enable Work Summaries for Emails, activate **Email Message Summaries**. ![The Work Summaries for Email setup with the Email Message Summaries activated.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_email_activate.png) Now you’re ready to use Work Summaries for Email. Learn how to [access work summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&release=264.0.0&type=5 "Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component.") in the console. # Activate Work Summaries for Enhanced Messaging Sessions To enable service reps to generate and store messaging session summaries, activate work summaries for messaging sessions. ### Required Editions
View supported editions.
User Permissions Needed
To store voice call summaries in the Salesforce object fields: Edit (on Salesforce object) OR Modify All Data
1. From Setup, in the Quick Find box, enter Einstein Work Summaries, then select **Einstein Work Summaries**. 2. Click the Enhanced Messaging tab. 3. To enable Work Summaries for enhanced messaging sessions, turn on Work Summaries for Enhanced Messaging. # Activate Work Summaries for Voice Calls To enable service reps to generate and store voice call summaries, activate work summaries for voice calls. ### Required Editions
View supported editions.
User Permissions Needed
To store voice call summaries in the Salesforce object fields: Edit (on Salesforce object) OR Modify All Data
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These are the voice call types supported by Work Summaries for Voice Calls: INTERNAL, INBOUND, OUTBOUND, COACH, BRIDGE, TRANSFER, CALLBACK, INTERNALCALL, and CONSULT. 1. From Setup, in the Quick Find box, enter Einstein Work Summaries, then select **Einstein Work Summaries**. 2. Click the Voice Calls tab. 3. To enable Work Summaries for voice calls, turn on Work Summaries for Voice Calls. # Activate Your Einstein Classification Model When you’re ready to let Einstein start making predictions, activate your model. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
1. From the Einstein Classification Setup page, click the name of the model. 2. Click **Activate**. ![Case Wap-Up model setup tab with Activate Model button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_activate_cwu_model.png) The admin who configured and built the model is notified when the model is activated or updated. For Einstein Case Classification, chat service reps see recommendations right after the case is created. For Einstein Case Wrap-Up, chat service reps see recommendations on-demand or when the chat conversation ends. If service reps aren’t seeing recommendations, check these common issues. - The case doesn’t match the filter criteria in your segment. - The case was created when Einstein Classification Apps weren’t enabled. - The case’s input fields are empty, so no information is available for Einstein to analyze. - The case was closed on or immediately after creation. Only open cases receive recommendations, and recommendations are typically available a few seconds after a case is created. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you disable Live Agent (Chat), you can’t access your Case Wrap-Up models. #### See Also - [Einstein Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5 "Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.") - [Einstein Classification Prediction Confidence](https://help.salesforce.com/s/articleView?id=service.cc_service_confidence_faq.htm&release=264.0.0&type=5 "Review common questions about field prediction options and confidence thresholds.") - [Use Einstein Classification Apps in the Service Console](https://help.salesforce.com/s/articleView?id=service.cc_service_agent_experience.htm&release=264.0.0&type=5 "Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console.") - [Update Your Einstein Classification Model](https://help.salesforce.com/s/articleView?id=service.cc_service_pause.htm&release=264.0.0&type=5 "Update an active Einstein classification model to add or remove fields, change which cases it applies to, or adjust field prediction settings.") # Activate Your Reply Recommendation Model After you publish Einstein’s replies to Quick Text and give your service reps access to replies, activate your model to show recommendations during chat and messaging sessions. ### Required Editions
View supported editions.
User Permissions Needed
To activate an Einstein Reply Recommendations model: Customize Application
1. On the Einstein Reply Recommendations page in Setup, confirm that the status of the replies that you want to use is Published to Quick Text. 2. To make the model available to your service reps, click **Activate**. ![List of generated replies](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_ready_to_activate.png) Service service reps can now see recommended replies in the console. To pause recommendations or edit your published replies, see [Maintain Your Recommended Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_maintain.htm&release=264.0.0&type=5 "After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs."). # Activating and Deactivating Messaging Channels Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp, Enhanced SMS, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Standard and Enhanced SMS, Enhanced Web Chat v1, Enhanced Web Chat v2, and Bring Your Own Channel
## Activating a Channel After you create and customize a channel, select **Activate Channel** on the channel record home page to start the flow of messaging traffic into Salesforce. We’ll ask you to verify that you completed the tasks on the [activation checklist](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5 "After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.") before activating. If your channel is an enhanced WhatsApp channel, try to activate it within 14 days of creating it. If more time has passed, you must reverify your number with WhatsApp in one of two ways: - Log into Meta Business Manager, go to your number settings, and reverify it. - Repeat the New Channel setup flow on the Messaging Settings page using the same phone number. ## Deactivating a Channel To pause messaging traffic in an enhanced Messaging channel, select **Deactivate Channel** on the channel record home page. Deactivating stops the flow of messages to and from Salesforce in the channel, including auto-responses. However, customers can still send you messages. You can reactivate a channel at any time, but keep these items in mind: - When a LINE, WhatsApp, or Apple Messages for Business channel is deactivated, there’s no way for you to view and respond to messages sent to your messaging account. - When a Facebook Messenger channel is deactivated, you can go to the Facebook Messenger admin dashboard to view and respond to messages sent to your messaging account. - If you’re deactivating your channel as a temporary measure, we recommend reactivating within 48 hours to avoid missing customer messages. Here’s why: 48 hours after deactivation, all open messaging sessions in your channel will be ended. Open sessions include those in which a customer sent you a message while the channel was deactivated. If you reactivate the channel later, those sessions are available in Salesforce, but they aren’t routed to your support team because their status is Ended. By reactivating before 48 hours have passed, you ensure that those new messages are routed to your support team. ## Refreshing a Channel's Connection Sometimes, a connection to an external messaging app gets interrupted or stuck in a pending state. Refreshing restores the connection so your team can continue helping customers. It doesn’t affect open messaging sessions. Depending on the channel type, we may ask you to reenter some channel details. Certain channel actions are limited in enhanced WhatsApp channels: - Don’t refresh an enhanced WhatsApp channel’s connection more than 10 times in 72 hours. - Don’t activate and deactivate an enhanced WhatsApp channel more than 5 times in 72 hours. Refreshing a sandbox deactivates any active channels in the sandbox. ## Checking a Channel's Status To see whether a channel is active, go to the Messaging Settings page in Setup. Find your channel in the list and look at the Active column. If the checkbox is selected, the channel is active. # Activity Tracker in the Scheduling Console The Activity Tracker gives dispatchers a centralized, real-time view of all scheduling and optimization processes running in the Scheduling Console, so they can stay informed and in control while continuing their dispatching work. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Activity Tracker is a docked panel that opens automatically at the bottom-right corner of the Scheduling Console when you initiate a scheduling or optimization process. It gives you continuous visibility into scheduling and optimization processes that run in the background without losing Gantt context. It updates in real time, lets you cancel processes mid-run if needed, and provides detailed metrics on how each run affected your schedule and service appointments. The Activity Tracker tracks the progress of these process types: - Schedule and Reschedule (single or multiple service appointments) - Resource Schedule Optimization - In-Day Optimization - Global Optimization ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Canceling a scheduling or rescheduling process stops future appointments from being processed. Appointments already scheduled or rescheduled before cancellation aren't changed. Canceling an optimization process rolls back all changes and returns the schedule to its state before the run. The Activity Tracker header shows the number of processes that are currently running or have been completed (1). Use the icons in the header to minimize or close the tracker (2). ![Activity Tracker header showing the number of processes and the minimize and close controls](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_activity_tracker_header.png) You can also open and close the Activity Tracker from the **Activity Tracker** button in the Scheduling Console header. When other dispatchers initiate a process within the same service territory, or when you close the Activity Tracker while a process is running, a blue dot appears on the button to indicate that processes are running and available for display (1). ![Scheduling Console header showing the Activity Tracker button with a blue dot indication](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_activity_tracker_button.png) How long optimization processes remain visible in the Activity Tracker depends on the process type. - Optimization processes (Resource Schedule Optimization, Global Optimization, and In-Day Optimization) are saved for 24 hours. - Scheduling and rescheduling processes are cleared when you refresh the browser. The Activity Tracker shows the process name, its current status, who initiated it, and a timestamp for each Activity Tracker entry (1). ![Activity Tracker showing entry details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_activity_tracker_entry_details.png) When a process completes, these actions may be available on the entry depending on the process type: - **Show Results**: Opens a side panel with the results of the process. Available for scheduling and rescheduling of multiple service appointments, Resource Schedule Optimization, In-Day Optimization, and Global Optimization. - **Show on Gantt**: Navigates directly to the scheduled service appointment on the Gantt. Available for single service appointment scheduling and rescheduling. - **Try Again**: Reruns a canceled or interrupted optimization process. Available for Resource Schedule Optimization, In-Day Optimization, and Global Optimization. - **Show Optimization Request ID**: Opens the Optimization Request record for a failed optimization process. Available for Resource Schedule Optimization, In-Day Optimization, and Global Optimization. #### See Also - [Optimization in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_optimization_parent.htm&language=en_US) - [Actions in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_actions.htm&language=en_US) # Add a Bot Options Menu to the Chat Window To let your customers know what your bot can do and to provide consistent navigation, add a persistent options menu to the chat window. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). - The bot options menu is available for standard bots on the Chat channel and enhanced bots on Enhanced Chat. - The bot options menu can have up to 5 dialogs. - During the conversation, the bot displays the bot avatar instead of the bot name in the chat window for every message from the bot. - On the Chat channel, when the bot options menu is opened by a customer, any menus and other hyperlinks in the bot conversation are disabled and can’t be clicked. 1. From the Bot Builder menu, click **Dialogs**. ![Dialogs option in the Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_dialog.png) 2. From the dialog you want to add to the bot options menu, click the dropdown menu and select **Edit**. ![Edit a dialog](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_edit_dialog.png) 3. Select **Show in Bot Options Menu**. ![Show dialog in Bot Options Menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_edit_dialog2.png) 4. Save your changes. # Add a Bot Response Delay Add a delay to bot responses on standard and enhanced channels to deliver multiple messages to the customer at a natural pace. Maximize your customers’ time with a shorter delay, or give your customers more time to read with a longer delay. The bot shows a typing indicator to your customer during delays. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). 1. In the Bot Builder menu, click **Overview**. ![Overview option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_overview.png) 2. To edit the delay time before a bot messages, select the pencil icon for Bot Response Delay in the Settings area. The default delay is 1.2 seconds. To save your changes, click the checkmark. ![Bot response delay checkbox and slider](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_response_delay.png) # Add a Broadcast Site Banner to Your Help Site Proactively notify customers about an ongoing incident by adding a banner to your website. You can only add a broadcast site banner to a site that doesn’t have an active banner. ### Required Editions
View supported editions.
- Customer Service Incident Management must be enabled. - Broadcast site banners must be enabled. - Broadcast topics must be assigned to networks. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Click **New Broadcast Site Banner**. 3. Review the sites where the banner will be added and click **Next**. 4. Select the relevant broadcast topic and click **Next**. 5. Enter the banner message. 6. Select whether to make the site banner visible to all website visitors or to only authenticated site visitors. ![Preview box for adding a banner to a website.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_banner_preview.png) When the incident is resolved, deactivate the banner to remove it from your site. # Add a Change Request to a CAB and Schedule a Review Meeting Associate a change request with a CAB and assign it to a meeting to initiate the approval process. 1. Open the change request record. 2. Click **Related**. 3. In CAB Request, click **Add**. 4. In the Request CAB Approvals, select a CAB. 5. Click **Confirm**. The system creates a CAB request record and associates the change request with the selected CAB definition. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You can associate a change request with multiple CABs and review the change request multiple times within the same CAB. 6. From the App Launcher, enter and select **Change Advisory Board Definitions**. 7. Open the CAB definition. 8. Click **Related**. 9. In Change Requests Unassigned to Meetings, select the change request. 10. Click **Assign Meeting**. 11. In Assign Meeting, select a meeting. 12. Click **Confirm**. The change request moves to the selected CAB meeting and is removed from Change Requests Unassigned to Meetings. The system updates the CAB request and initiates the approval workflow, and displays the CAB association in the CAB Request related list on the change request record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note By default, the system assigns approval requests to the CAB manager. If the CAB manager changes, the system reassigns the approval request to the new CAB manager and removes the approval request from the previous CAB manager. # Add a Channel Menu to Your Site Add a menu of communication options to your website or Experience Builder site so customers can choose how they contact you. For example, show a menu with four options: Chat, WhatsApp, Text, and Call. Inquiries sent via the channel menu are routed to your support team according to your routing preferences. ### Required Editions
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
To create, update, or delete channel menu deployments: Customize Application
To create and edit Salesforce sites: Customize Application
To edit public access settings for Salesforce sites: Manage Users
Before you add a channel menu, lay the groundwork: - Publish a Salesforce site or Salesforce Experience Builder site. - Set up the channels that you want to add to your channel menu, such as Enhanced Web Chat or WhatsApp. See [Provide Conversation Support with Messaging in Service Cloud](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&type=5&language=en_US). Here are the steps for adding a channel menu. ![Steps for channel menu setup: Create menu deployment, add menu items, edit menu branding and labels (optional), customize with code settings (optional), and add menu to your site](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_graphic.png) - **[Supported Editions for Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce user interfaces and editions that support Channel Menu. - **[Channel Menu Considerations and Limitations](https://help.salesforce.com/s/articleView?id=service.embedded_menu_limitations.htm&release=264.0.0&type=5)** When setting up your channel menu, keep these restrictions and considerations in mind. - **[Create a Channel Menu Deployment](https://help.salesforce.com/s/articleView?id=service.embedded_chat_menu_deployment.htm&release=264.0.0&type=5)** To add a menu of contact channels to your website or Experience Cloud site, start by creating a channel menu deployment in Setup. After you create your menu deployment, you can add items to the menu and customize its branding. - **[Add Items to the Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_items.htm&release=264.0.0&type=5)** Select and customize the customer channels that will appear in the channel menu on your Salesforce site or Experience Cloud site. - **[Set Branding for the Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_branding.htm&release=264.0.0&type=5)** After you create a channel menu for your Salesforce site or Experience Cloud site, customize the button colors, header background, and font to reflect your company’s brand. - **[Customize Labels and Translations for the Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_labels.htm&release=264.0.0&type=5)** Customize the text that appears in the channel menu on your website or Experience Cloud site. You can use the existing default labels or create custom labels for your menu header and channel names. Additional steps are required for translated labels. - **[Create Channel Menu Code Settings](https://help.salesforce.com/s/articleView?id=service.embedded_menu_code_changes.htm&release=264.0.0&type=5)** Add optional JavaScript code as a static resource to your channel menu to change the customer experience. Collect extra information in pre-chat or change the branding for your Enhanced Web Chat channel. - **[Apply the Channel Menu Code Snippet](https://help.salesforce.com/s/articleView?id=service.embedded_menu_code_snippet.htm&release=264.0.0&type=5)** Copy and paste the channel menu code snippet to add the button and menu to your website. - **[Add the Channel Menu to Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.embedded_menu_communities.htm&release=264.0.0&type=5)** To add a channel menu and button to your Experience Cloud sites, use the Channel Menu page component. - **[Sample Static Resource Files for Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_static_examples.htm&release=264.0.0&type=5)** Create JavaScript files to upload as static resources and apply them to your Channel Menu website or Experience site. This code sample populates pre-chat settings and adds a company logo. # Add a Custom Bot User Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To assign a Custom Chatbot User Manage Users
The bot performs actions, such as accessing record information, based on the user it’s assigned to. Before you assign a custom user to your bot, make sure that the user has access to features that you want your bot to use, including objects, Visualforce pages, Lightning web components, and Apex classes. You can use an existing user or create a user specifically for your bot. 1. In the Bot Builder menu, click **Overview**. ![Overview option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_overview.png) 2. In the Settings area under Bot User, click **Edit** and then select **Custom Chatbot User**. ![Bot User setting with Custom Chatbot User.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_profile.png) 3. Select a user and then save your changes. #### See Also - [Create or Clone Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_cloning.htm&type=5&language=en_US) # Add a Custom Entity Create custom entities to gather information that matches a regex pattern or list of synonym values. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Custom entities have a data type of text. The bot can recognize an entity in customer input, extract the information, and save it to a variable. Custom entities support two methods of extraction: regex pattern or a list of values and synonyms. Entities can be shared across versions of the same bot. 1. From the Bot Builder menu, click **Entities**. ![Entities option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_entities.png) 2. In the Entities list view, click **New**. 3. Provide an entity name and description and select an extraction type for the entity. 1. If the entity type is Pattern, optionally enter a regex pattern. If the entity represents something that follows a pattern, such as an order code or email address, you can use a regular expression to capture it from user input. For example, use the following regex to identify an email address in customer input: \\b\\w+@\[a-zA-Z\_\]+?\\.\[a-zA-Z\]{2,3}\\b 2. If the entity type is Value List, see [Add a Value List Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity_value_list.htm&release=264.0.0&type=5 "A value list entity provides a way to extract the entity if there’s an exact match to a value or a synonym in a list of values."). 4. Save the entity. # Add a Custom Variable Create custom variables to store information gathered from your customers. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Variables are specific to the version of the bot in which they’re created. 1. From the Bot Builder menu, click **Variables**. ![Variables option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_slot.png) 2. In the Variables list view, click **New**. 3. Enter a variable label and API name. 4. Select the data type of this variable. 5. Save the variable. #### See Also - [What’s a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.") # Add a Dialog Name the dialog and decide whether to include it in the Bot Options menu that’s always available to your customers in the chat window. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Dialogs are specific to the version of the bot in which they’re created. 1. From the Bot Builder menu, click **Dialogs**. ![Dialogs option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_dialog.png) 2. In the Dialogs panel, click **New**. ![New dialog](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_new.png) 3. Determine whether to create a dialog from scratch or by using Einstein Conversation Mining (beta). 1. After you set up Einstein Conversation Mining and build your first report, you can select any finished report from the dropdown. Then, you can create a dialog based on one of the top contact reasons. If you choose a contact reason for your dialog, the Name, API Name, and Description fields fill in with details from the contact reason. After you save, excerpts from your conversation records used to build the contact reason transfer into the new bot dialog as dialog intent utterances. 2. If you choose to not use Einstein Conversation Mining, give the dialog a name, API name, and optional description. 4. To include the dialog in a group of related dialogs, select the group name. 5. To include the dialog in the persistent options menu in the chat window, select **Show in Bot Options Menu** (for use with Chat channels only). ![Show dialog in Bot Options menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_show_dialog_in_bot_options.png) 6. Save the new dialog. 7. [Set up the dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") by adding dialog steps. #### See Also - [Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&type=5&language=en_US) # Add a Highlights Panel to the Console in Salesforce Classic The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps users see key information at a glance. ### Required Editions
User Permissions Needed
To customize page layouts:

Customize Application

AND

Service Cloud User OR Sales Console
To view page layouts: View Setup and Configuration
A highlights panel can include any standard or custom fields that have already been added to a page layout. Each panel can have a minimum of one column of fields and a maximum of four columns. Each column can have one or two fields in top or bottom positions. When users see a highlights panel, top fields appear in bold and in a larger font than bottom fields. Users can only see fields that they have permission to view—otherwise fields appear blank. When both fields appear blank in a column, the column appears blank. To display highlights panels in a console, you must turn them on. 1. Edit any page layout and click **Layout Properties**. 2. Check Highlights Panel, and click **OK**. 3. Click **Save** # Add a Language Selector to the Employee Services Portal Your employees can view the Employee Services portal in the language they prefer. Add the Language Selector component so they can switch the portal's display language themselves. The interface language changes, but the data in your records stays in its original language. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize an Experience Builder site: Create and Setup Experiences
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The Language Selector component is available only on Employee Services portal sites that use the Agentforce Employee Center template. 1. From Setup, in the Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Next to your Employee Services portal site, click **Builder** to open the site in Experience Builder. 3. In the Settings panel, select **Languages**, and then add and activate each language you want to offer. The Agentforce Employee Center template is an enhanced Lightning Web Runtime (LWR) site, so you can add only languages that are already enabled in your Salesforce org, up to 40. For each language, select **Activate and show in the language selector**. For the steps, see [Add a Language to Your LWR Site](https://developer.salesforce.com/docs/atlas.en-us.exp_cloud_lwr.meta/exp_cloud_lwr/multilingual_lwr_add_language.htm). 4. Open the page where you want employees to switch languages, such as the site header or the **Home** page. 5. Click the **Components** icon to open the Components panel. For an overview of how the Pages menu, Components panel, and property editor work in Experience Builder, see [Edit Pages and Components in Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US) in Salesforce Help. 6. Drag the **Language Selector** component from the Components panel onto the page. 7. Click **Publish** to make the Language Selector available to employees. Employees can now choose their language from the Language Selector on the portal. Their selection changes only what the portal displays, such as labels, buttons, and navigation. This selection doesn't change the language of the data stored in your records. # Add a Logo for an Occasion Setting You can add an image to the included static resource for an Occasion Setting. Images can include graphical elements such as a company logo or other images to enhance or customize the form’s appearance. Adding a logo or other image to the Occasion Setting is optional. To add a logo to an Occasion Setting, complete these steps. 1. Log in as an admin. 2. From Setup, in the Quick Find box, enter Custom Code, and then select **Static Resources**. 3. Find and click the static resource named **HealthVerificationFormLogos**. 4. To download the zip file, click **View file**. 5. Extract the contents of the zip file to show a folder containing all the logos. 6. Add your image to the extracted HealthVerificationFormLogos folder. 7. Zip up the HealthVerificationFormLogos folder. 8. Back in the HealthVerificationFormLogos static resource page, click **Edit.** 9. Click **Choose File**, and upload the updated zip file. 10. From the App Launcher, type Occasion Settings, and then select Occasion Settings. 11. Find the Occasion Setting to which you want to upload the static resource folder, and from the dropdown, select **Edit**. ![Screenshot showing the Edit option being selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_edit_occasion_setting.png) 12. In the Event Logo URL field, enter the path to the image file relative to the HealthVerificationFormLogos folder. Enter the path using this format. ``` /ImageFileName ``` For example, /KickoffLogo.png. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note You can upload an image into the Event Logo URL field using the URL of a publicly available image. For example: ``` https://www.salesforce.com/content/dam/web/en_us/www/images/events/singapore-events-card-768x432.png ``` 13. Save your changes. ![Screenshot showing summary information of uploaded static resource](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_static_res_info.png) # Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you add a sidebar component to the Salesforce console app, you need: - A Salesforce console app with Chat and Omni-Channel added to it. - At least one chat button that uses the routing option **Omni**. - Edit access for Live Chat Transcript granted to agents handling chats routed through Omni-Channel. 1. From Setup, enter Chat in the Quick Find box, then select **Live Chat Transcripts** | **Page Layouts**. 2. Click **Edit** next to the Live Chat Transcript (In Progress) Page Layout. 3. Click **Custom Console Components**. ![Custom lookup components for the page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/Custom_console_component_highlight.png) 4. Under Primary Tab Components, adjust your objects and other settings. Don’t move the component to the left sidebar, as chats appear on the left side. ![Multiple lookup components](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/Lookup_component_settings.png) 5. Click **Save**. Agents can now link and unlink records using the sidebar component. **Sidebar Lookup Component with No Linked Records** ![Unlinked lookup components in the console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/console_lookup_unlinked.png) **Sidebar Lookup Component with Linked Contact Record** ![Linked contact record in the console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/console_lookup_linked_new.png) #### See Also - [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.") - [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.") - [Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5 "Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.") # Add a Milestone Action to an Entitlement Process Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones. ### Required Editions
View supported editions.
User Permissions Needed
To add milestone actions to entitlement processes:

Manage Entitlements

AND

Customize Application
1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click the name of an entitlement process. 3. Click the name of a milestone on the Milestones related list. 4. If you want to add a warning or violation action, add a time trigger first. After you add a trigger, the option to add a workflow action appears. Success actions use the milestone’s time trigger. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you want a violation action to fire immediately after the milestone is violated, set the time trigger to 0 minutes. 5. Click **Add Workflow Action** and select an option. | Workflow Action | What It Does | Example | | --- | --- | --- | | New Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. | | New Email | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. | | New Field Update | Define a field update | Update the case Priority field to High when a First Response milestone is near violation. | | New Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. | | New Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. | | Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Time-triggered actions only occur during your Salesforce org’s business hours. You can add up to 10 actions and 10 time triggers to each type of milestone action. #### See Also - [Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.") # Add a Milestone Action to an SLA Policy Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones. ### Required Editions
View supported editions.
User Permissions Needed
To add milestone actions to entitlement processes:

Manage Entitlements

AND

Customize Application
1. From Setup, enter SLA policy in the Quick Find box, then select **SLA Policy**. 2. Click the name of an SLA policy. 3. Click the name of a milestone on the Milestones list view. 4. If you want to add a warning or violation action, add a time trigger first. After you add a trigger, the option to add a workflow action appears. Success actions use the milestone’s time trigger. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you want a violation action to fire immediately after the milestone is violated, set the time trigger to 0 minutes. 5. Click **Add Workflow Action** and select an option. | Workflow Action | What It Does | Example | | --- | --- | --- | | Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. | | Email Alert | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. | | Field Update | Define a field update | Update the case Priority field to `High` when a First Response milestone is near violation. | | Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. | | Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. | | Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Time-triggered actions only occur during your Salesforce org’s business hours. You can add up to 10 actions and 10 time triggers to each type of milestone action. # Add a Milestone to an Entitlement Process Add milestones to entitlement processes to define required steps in your support process. ### Required Editions
View supported editions.
User Permissions Needed
To add milestones to entitlement processes: Manage Entitlements
1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click the name of an entitlement process. 3. If you’re using versioning, click the name of the entitlement process again under Entitlement Process Versions. 4. Click **New** on the Milestones related list. 5. Choose the milestone. 6. In Time Trigger (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action. Or, if you’d like the trigger time for the milestone to be calculated dynamically based on the milestone type and properties of the case or work order, click **Enable Apex Class for the Time Trigger (Minutes)**. You must have a custom Apex class that implements the `Support.MilestoneTriggerTimeCalculator` Apex interface to use this option. . 7. If you selected **Enable Apex Class for the Time Trigger (Minutes)**, use the lookup to specify an Apex class for the dynamically calculated milestone. 8. Choose when the milestone starts: | Select | To | Use If | | --- | --- | --- | | Milestone Criteria | Calculate the milestone Target Date when the milestone is applied to a support record (matches the record criteria). | A milestone’s Target Date is based on when it’s applied to a record. Use if the milestone is recurring. An entitlement process usually starts when the record is created, but its milestones aren’t always applied right away. | | Entitlement Process | Calculate the milestone Target Date when the entitlement process starts (by default, when a support record is created). | A milestone's Target Date is based on the start of the entitlement process. For example, first response and resolution times on a case always calculate their Target Date when the entitlement process starts. | 9. Optionally, select the business hours that you want to apply to the Target Date calculation for this milestone. If you don’t specify business hours for the milestone, then the Entitlement Process business hours are used. If neither are specified, then the business hours on the case or work order are used. 10. Specify the order in which Salesforce should process the milestones. This applies to situations where a support record matches the criteria of multiple milestones at the same time. 11. Enter the criteria a record must match for the milestone to apply to it: - Choose criteria are met and select the filter criteria that a record must meet for a milestone to apply to it. For example, set a case filter to Priority equals High if you want the milestone to apply to cases with the Priority field marked High. Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” - Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” The milestone applies to records if the formula returns “True.” For example, the formula `(Case: Priority equals High) AND (Case: Case Origin equals Email, Web)` applies the milestone to cases where the Priority field is High and the Case Origin field is marked Email or Web. You can’t use the Case Owner field in formulas. 12. Click **Save**. Milestones are measured in minutes and seconds, but their start and end times are only accurate to the minute. For example, suppose a milestone is triggered at 11:10:40 a.m. and the time to complete the milestone is 10 minutes. In this case, the milestone target time is 11:20:00 am, not 11:20:40. As a result, the remaining time for the support rep to complete the milestone is 9 minutes and 20 seconds, not the full 10 minutes. Whether you lose any seconds depends on how you've set up your business hours. If your business hours are 24/7, you don't lose any seconds. However, if your business hours aren't 24/7, or if you've defined holidays, some seconds may be lost. #### See Also - [Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_statuses.htm&release=264.0.0&type=5 "Milestones on support records display one of three statuses.") - [Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.") # Add a Milestone to an SLA Policy Add milestones to SLA policies to define required steps in your support process. ### Required Editions
View supported editions.
User Permissions Needed
To add milestones to SLA policy: Manage Entitlements
1. From Setup, enter SLA Policies in the Quick Find box, then select **SLA Policies**. 2. Click the name of an SLA policy. 3. Click **New Milestone** on the Milestones list view. 4. Choose the milestone. 5. In Minutes to Complete Milestone (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action. Else, if you’d like the trigger time for the milestone to be calculated dynamically based on the milestone type and properties of the case or work order, click **Enable Apex class for the time trigger (Minutes)**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You must have a custom Apex class that implements the `Support.MilestoneTriggerTimeCalculator` Apex interface to use this option. 6. If you selected **Enable Apex Class for the Time Trigger (Minutes)**, use the lookup to specify an Apex class for the dynamically calculated milestone. 7. Choose when the milestone starts:
Select To Use If
Milestone Criteria Calculate the milestone Target Date when the milestone is applied to a support record (matches the record criteria).

A milestone’s Target Date is based on when it’s applied to a record. Use if the milestone is recurring.

Note
Note An SLA policy usually starts when the record is created, but its milestones aren’t always applied right away.
SLA Poilicy Calculate the milestone Target Date when the SLA policy starts (by default, when a support record is created). A milestone's Target Date is based on the start of the SLA policy. For example, first response and resolution times on a case always calculate their Target Date when the SLA policy starts.
8. Optionally, select the business hours that you want to apply to the Target Date calculation for this milestone. If you don’t specify business hours for the milestone, then the SLA policy business hours are used. If neither are specified, then the business hours on the case or work order are used. 9. Specify the order in which Salesforce should process the milestones. This applies to situations where a support record matches the criteria of multiple milestones at the same time. 10. Click **Next**. 11. Enter the active or complete criteria a record must match for the milestone to apply to it: - Select **Rule** and select the condition requirement to execute rule that a record must meet for a milestone to apply to it. For example, set the condition to **All Conditions Are Met (AND)** if you want the milestone to apply when all of the defined conditions are met. - Select **Formula** and enter a formula that returns a value of “True” or “False.” The milestone applies to records if the formula returns “True.” For example, the formula (Case: Priority equals High) AND (Case: Case Origin equals Email, Web) applies the milestone to cases where the Priority field is High and the Case Origin field is marked Email or Web. You can’t use the Case Owner field in formulas. 12. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Milestones are measured in minutes and seconds, but their start and end times are only accurate to the minute. For example, suppose a milestone is triggered at 11:10:40 a.m. and the time to complete the milestone is 10 minutes. In this case, the milestone target time is 11:20:00 am, not 11:20:40. As a result, the remaining time for the support rep to complete the milestone is 9 minutes and 20 seconds, not the full 10 minutes. This applies only when business hours are not 24 hours a day. # Add a Number to a Call Center Directory Customize call center directories by adding additional directory numbers, either to a single call center or to all defined call centers in your organization. ### Required Editions
View supported editions.
User Permissions Needed
To view, add, edit, or delete an additional directory number: Manage Call Centers
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). 1. From Setup, enter Directory Numbers in the Quick Find box, then select **Directory Numbers**. From this page, you can: - Click **Edit** to edit an existing additional directory number. - Click **Del** to delete an existing additional directory number. - Click the name of an existing additional directory number to view its details in the Additional Directory Number Detail page. From this page you can click **Edit** to edit the number, click **Delete** to delete it, or click **Clone** to quickly create a new additional directory number with the same information as the existing number. 2. Click **New** to define a new additional directory number. 3. In the Name field, enter a label that identifies the additional directory number. 4. In the Phone field, enter the phone number, including any international country codes. Dialing prefixes, such as 9 or 1, do not need to be included. 5. In the Call Center field, select the call center directory to which you want to add the new directory number. To add the number to every call center directory in your organization, choose -- Global --. 6. In the Description field, optionally enter text that provides further information about the additional directory number. 7. Click **Save** to save the number and return to the All Additional Directory Numbers page. Alternatively, click **Save & New** to save the number and create another. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip If you have a large number of directory numbers to define, use the Data Loader to create them in one step. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Customizing a Call Center Directory](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccdirectory.htm&release=264.0.0&type=5 "Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization.") # Add a Profile Tab Background Image in the Field Service Mobile App Add a background image to customize the Profile Tab in the Field Service Mobile App. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To set the company profile image: Customize Application
1. Upload your image as a static resource. 1. From Setup, enter Static Resources into the Quick Find box and click **Static Resources**. 2. Click **New**. 3. Give the static resource a name, like background\_banner. Remember the name, since you need to use it in a later step. 4. Select an image file for upload. An image sized at 3072 x 819 pixels leads to the best results on large displays such as iPads in landscape mode. However, if your users often encounter slow mobile networks, consider using a smaller image. 5. Click **Save**. 2. Create a custom attribute to use the static resource on every user’s Profile tab. 1. From Setup, enter Connected Apps into the Quick Find box, then select **Connected Apps**. 2. b. Select **Salesforce Field Service for iOS** or **Salesforce Field Service for Android**. 3. Scroll down to the list Custom Attributes and click **New**. 4. For the attribute key, enter COMPANY\_PROFILE\_IMAGE\_RESOURCE\_NAME. 5. For the attribute value, enter the name of the static resource you created surrounded by quotation marks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you named your static resource background\_banner, your attribute value is“background\_banner”. 6. Click **Save**. ![Company image area for iOS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/profile_arrow.png) ![Company image area for Andriod](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/Android_Profile.png) #### See Also - [Brand the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_branding.htm&release=264.0.0&type=5 "Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.") - [In-App Profile Settings in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_in_app_settings.htm&release=264.0.0&type=5 "Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage linked accounts, and provide feedback to Salesforce about the app.") # Add a Queue in the Contact Center Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
When you add the queue to a contact center, you associate it with a telephony provider queue because the telephony provider routes the calls behind the scenes. If you enable queue management, changes to the contact center queue are synchronized with the associated telephony provider queue. If you remove an Amazon Connect contact center queue, the associated Amazon Connect queue is disabled and removed from its associated routing profile. If you remove a partner telephony contact center queue, the corresponding queue and associations to users and groups are also removed in the telephony system. 1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**. 2. Open the contact center. 3. In the Queues section, click **Add**. 4. In the Salesforce Queue field, select a Salesforce contact center queue for calls. 5. Associate this Salesforce contact center queue with a telephony provider queue. We recommend that you create a telephony provider queue rather than associate with an existing one. For example, to associate a Salesforce queue with a new Amazon Connect queue, select **Automatically create the Amazon Connect queue**. ![Select the Salesforce queue, associated Amazon Connect queue, and hours of operation.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_queue_add.png) 6. (For Amazon Connect queues only) In the Hours of Operation field, select the hours of operation when the underlying Amazon Connect queue can process work requests. To enforce these hours, add a Check Hours of Operation block to the contact flow. 7. Click **Finish**. #### See Also - [Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.") # Add a Quick Action for Contactless Signature Create an action to send customers a link to the Contactless Signature page. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To create quick actions and add them to page layouts: Customize Application
1. Create the action that shares the service report with the customer. 1. From the Object Manager in Setup, choose the object that includes the contact information and the service report (Service Appointments, Work orders, or Work Order Line Items). 2. Click **Buttons, Links, and Actions**. 3. Click **New Action**. 4. For Action Type, select **Flow**. 5. For Flow, select your copy of the **Create Document Recipient and Service Report** flow. 6. Fill in the rest of the fields, and save your changes. 2. Add the action to the mobile layout. 1. From the Object Manager, click **Page Layouts**, and open the mobile layout. 2. From the layout editor, select **Mobile & Lightning Actions**. 3. Drag your action into the Salesforce Mobile and Lightning Experience actions. 4. Save your changes. #### See Also - [Connect a Flow to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_connect.htm&type=5&language=en_US) # Add a Related List to an Object Many of the Frontline Workforce Management features rely on related lists to associate information. During your initial configuration, you may need to add related lists to objects. ### Required Editions
View supported editions.
To add a related list to an object: 1. Open **Setup | Object Manager | {select the object} | Page Layouts | {object name}** **Layout.** 2. Select **Related Lists** from the {object name} Layout menu at the top of the page. 3. Drag and drop a related list into the related lists section of the page. Repeat this step for each related list that you want to add. 4. Save your changes. # Add a Related List to an Object Many of the Workforce Management features rely on related lists to associate information. During your initial configuration, you may need to add related lists to objects. ### Required Editions
View supported editions.
To add a related list to an object: 1. Open **Setup | Object Manager | {select the object} | Page Layouts | {object name}** **Layout.** 2. Select **Related Lists** from the {object name} Layout menu at the top of the page. 3. Drag and drop a related list into the related lists section of the page. Repeat this step for each related list that you want to add. 4. Save your changes. # Add a Route Work Action Route work items to service reps with specific skills using an Omni-Channel flow.
View supported editions.
Before you can route work using skills-based routing, enable the **Enable Skills-Based and Direct-to-Agent Routing** option in Omni-Channel Settings under Setup. 1. Drag the Route Work action onto the canvas. 2. Give the action a label and API name and optionally, a description. 3. Under Set Input Values, select how many items to route work for. To route one item, select **Single** and select a flow variable of type Text that contains the record ID to route work for. To route work for up to 100 items, select **Multiple** and provide a flow variable that’s a collection variable of type Text with the list of record IDs to be routed. If you specify a collection of records and the flow can’t find one of them, it rolls back the changes and routes none of them. 4. Under Service Channel, select the channel. 5. Under Route To, select **Skills**. 6. Under Skill Requirements, select one of the following options: 1. Define Skill Requirements 2. Run Skills-Based Routing Rules 3. Both 7. If you define skill requirements in an Add Skill Requirements action in the flow, specify that action’s output as the skill requirements list in the Route Work action. For example, if the API name of an Add Skill Requirements action is AddSkill, specify that action’s outputs, {!AddSkill.skillRequirements}. Or if you use the [skillList variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_skilllist.htm&release=264.0.0&type=5 "To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.") to aggregate skills, specify it as output in the Add Skill Requirements action and in the skill requirements list in the RouteWork action. 8. Under Routing Configuration, select either of the following options: 1. Select Routing Configuration—Specify a routing configuration where the Use with Skills-Based Routing Rules option is disabled. 2. Use Variable—Use a variable to find the appropriate skill list. For example, use a variable to determine the language skill associated with the customer’s Contact record. ![New Action routing to skill list variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_route_skills.png) Debug logs are not created when the Route Work action is invoked. #### See Also - [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5 "Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns.") # Add a Skill Requirement Action Add skill requirements to your work items to ensure the work is routed to the best service rep for the customer’s issue. You can add up to 10 skills with the Add Skill Requirements action and can define 20 skills overall in the flow when routing an individual work item.
View supported editions.
1. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs."). 2. Drag the Add Skill Requirements action onto the canvas. 3. Give the action a label and API name and optionally, a description. 4. Under Set Input Values, optionally select a [skillList variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_skilllist.htm&release=264.0.0&type=5 "To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.") that you created. This variable stores and aggregates skills as the flow runs. 5. Under Add Skill Requirement, enter the skills or a variable with the Skill IDs that the service rep needs. You can specify a skill level, whether the skill is additional, and a priority. Initially, Omni-Channel tries to route work to a service rep with all the requested skills. If a service rep with all the skills isn't available and additional skills are configured to be dropped, Omni-Channel drops additional skills after a timeout. The router drops skills until a service rep who has the remaining skills is available. You can specify the order in which additional skills are dropped. Skills with a higher priority are dropped first. For example, a skill with priority 5 is dropped before a skill with priority 4. Skills with priority 0, or skills without a priority, are dropped last. The work item is then routed to the best-matched agent, even if the service rep doesn't have all the additional skills. If a service rep declines work or goes offline, the required skills reset to what they were originally, and the timer resets. The router goes back to looking for service reps with all additional skills and begins the process of dropping additional skills over again. 6. If you aggregate skills in a skillList variable as the flow runs, in the Advanced section, set that variable as output of the Add Skill Requirements action. ![New Tech support requirement.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_add_skill_requirement.png) A subsequent Route Work action can use the output from your Add Skill Requirements action to define skills that service reps need for work items. For example, if the API name of an Add Skill Requirements action is AddSkill, specify that action’s outputs, {!AddSkill.skillRequirements}, in the Route Work action. If you aggregate skills in a skillList variable, specify it as output of your Add Skill Requirements action and as the skill requirements list in your Route Work action.The Add Skill Requirements action can be migrated with Omni-Channel Flows from sandbox to production organization without manual intervention. To migrate the Add Skill Requirements action, change the Action Version to version 2.0.0. Skills can't be migrated. You need to ensure that the required skills are present in the target organization for the Add Skill Requirements action to be migrated successfully. References to Skills can’t be migrated. # Add a Standard Action Call a standard invocable action directly from your bot, without referencing it from an Apex class or flow. Use Knowledge actions, custom and standard notification actions, and more. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
The Standard action dialog step supports standard invocable actions only. It doesn’t support other action types, including custom invocable actions, dynamic actions, quick actions, or button actions. To learn more about Salesforce actions and view available standard invocable actions, see the [Actions Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_action.meta/api_action/actions_intro.htm). Before adding a standard action to your bot, make sure that the user profile and permission sets associated with the bot have the necessary permissions to run the action. 1. From the Dialog Component Library, drag the **Standard** Action step onto the canvas. 2. In the Step Properties panel, select the standard action you want to use with your bot. 3. For each input, select or create a bot variable or specify a custom value to pass information into the standard action. 4. For each output, select or create a bot variable to store the output of the standard action. You can reference the variable in other bot actions, or you can include it in a bot message or question using merge syntax. 5. Save the dialog. # Add a Value List Entity A value list entity provides a way to extract the entity if there’s an exact match to a value or a synonym in a list of values. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
For example, if you sell widgets in the colors red, green, and blue, you can create a value list entity called Color. Then create three value to value list pairs of alternates or synonyms for each color. The bot can recognize any value list value as a match for the color value. Bots with multiple languages can define their value list entities by language. 1. From the Bot Builder menu, click **Entities**. ![Entities option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_entities.png) 2. In the Entities list view, click **New**. 3. Provide an entity name and select **Value List**. 4. Save the new entity. 5. In the All Entities list view, click **![Action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png)** | **View** for the new entity. 6. Click **Add**. Enter each value and corresponding value list. Separate value list terms with commas. 7. Save the entity. # Add a Voice Channel to a Partner Contact Center After you set up a partner contact center with Messaging channel support for Bring Your Own Channel for CCaaS, you can add a Salesforce Voice channel to the contact center. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony
View supported editions.
User Permissions Needed
To view the Partner Telephony Setup page: Customize Application
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
To enable Voice in a partner contact center that already has Messaging support, you must have a Service Cloud User license, a Salesforce Voice Partner Telephony add-on license, and a Digital Engagement add-on license. Before you begin, install a managed package from a CCaaS provider to support Bring Your Own Channel for CCaaS and Service Cloud Voice. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you want to add Messaging to a partner telephony contact center instead of the other way around, see [Add a Messaging Channel to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&type=5&language=en_US). 1. From Setup, enter Partner Telephony Contact Centers in the Quick Find box, and then select **Partner Telephony Contact Centers**. 2. Click **New**. 3. Select your CCaaS provider and select **Next**. 4. Select **Use an existing Contact Center**. ![Select to use an existing contact center](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice-add-voice-channel-to-partner-cc.png) 5. Select the messaging-only partner contact center to which you want to add Service Cloud Voice. The contact center now supports partner telephony as well as Bring Your Own Channel for CCaaS Messaging channels. You can now create a phone channel in this contact center. To support multiple phone numbers in the same contact center, create additional voice channels. #### See Also - [Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5 "To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.") # Add Agentforce Service Agent to Email Automate email responses with Agentforce Service Agent. ### Required Editions
Available in: Lightning Experience
Available in: Performance, Unlimited and Developer editions
Use Agentforce Service Agent to respond to customer emails automatically. [Set up Agentforce Service Agent on Email](https://help.salesforce.com/s/articleView?id=ai.agent_email_parent.htm&language=en_US). # Add AI Agents to your Agentforce Contact Center Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To build and manage Service agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
1. To create a voice-enabled agent, create a new agent, create a telephony connection, and configure voice mode settings. For instructions, see [Create a Voice-enabled Agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_voice.htm&type=5&language=en_US). 2. Configure an Omni-Channel flow to [transfer inbound calls](https://help.salesforce.com/s/articleView?id=ai.agent_call_routing_escalation.htm&type=5&language=en_US) to the voice-enabled agent. # Add AI Solutions with Einstein for Service Enhance your customer service with Einstein bots, service replies, work summaries, and other artificial intelligence (AI) features. To get started, see [Build AI Solutions for Service](https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&type=5&language=en_US). # Add an Agentic Experience to Enhanced Chat v2 Begin Enhanced Chat v2 conversations with an AI Agent. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Standard and Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
To add an AI Agent to your Enhanced Chat v2 experience, [create one in the Agent Builder](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&language=en_US). After you create an agent, consider these additions to your agentic workflow: - Create an [escalation flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US) to assign cases from an agent to a service rep. - Pull in data from record fields with [context variables](https://csqa6sb1.help.sfdc.sh/s/articleView?id=ai.agent_enhanced_chat_v2_context_variables.htm). - Keep customers informed of agent actions behind-the-scenes with [progress indicators](https://csqa6sb1.help.sfdc.sh/s/articleView?id=ai.agent_enhanced_chat_v2_progress_indicators.htm). # Add an Embedded Flow to Automate a Task Use an embedded screen flow to help customers or users complete simple, automated tasks. An embedded flow is also guest-user friendly because users don’t need to log in to access the flow. ### Required Editions
View supported editions.
User Permissions Needed
To set up embedded flows: Customize Application AND Modify Metadata
To create, update, or delete deployments: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Embedded Flows is also scheduled for [retirement](https://help.salesforce.com/s/articleView?id=002521427&type=1&language=en_US) on June 17, 2025. You can continue using this product until then. After the retirement, use an Experience Cloud site to create and embed preexisting flows. Before you begin, create a flow using Flow Builder. Then add it to an Embedded Service deployment. Embedded Service supports only flows of the Screen Flow type. Users don’t need to log in to access an embedded flow. 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. Click **New Deployment**. 3. Select **Embedded Flow** as your conversation type, and click **Next**. ![A screenshot for a new deployment with the Embedded Flow type selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_flow_type.png) 4. On the New Embedded Service deployment panel, in the Embedded Service Deployment Name field enter your flow name. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip The deployment is shown in a list on the Embedded Service page. If you have several deployments, use a descriptive name so it’s easy to distinguish each one. 5. The API Name field is automatically populated. 6. Under Site Endpoint, select the site you want to use and save it. 7. In Embedded Service Deployment Settings, click **Start** next to the Flow Settings. 8. Under Flow Name, select the flow you want to use in your Embedded Service deployment and save it. 9. In Additional branding, edit image dimensions and labels, and click **Finish**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_example.png) Example - An insurance company can create an embedded screen flow so that policyholders can search for in-network medical providers without logging in. - An online retailer can create an embedded screen flow to streamline how new customers create accounts. To use a different flow in this Embedded Service deployment or to add custom labels, click **Edit** next to Flow Settings. #### See Also - [Create an Embedded Service Deployment](https://help.salesforce.com/s/articleView?id=service.snapins_create_deployment.htm&release=264.0.0&type=5 "Create an Embedded Service deployment for each embedded chat window that you’re using.") - [Flow Builder Tour](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) - [Flow Types](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_type.htm&type=5&language=en_US) # Add an External Number Connect your existing contact center number with Agentforce Contact Center. Administrators can onboard and manage external carrier numbers right alongside native telephony numbers, providing a single, unified interface for your voice infrastructure. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To add an external number:

Agentforce Contact Center Admin (Salesforce Voice) permission sets.

Learn how to view permissions in this permission set.
1. From Setup, use Quick Find to open **Communications Channels**. 2. From the Channels section, click **Add External Number**. 3. Select **Bring Your Own Carrier**. 4. Review the information and click **Next**. 5. Select a trunk to route your calls. 6. In Add Numbers, select your country and enter the number. You don't need to add your country code with the number. 7. Select the number type, call direction, and capabilities. 8. To add another number, click the ![Plus icon to add more numbers.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_add_number_icon.png) icon. You can add up to 10 numbers at one time. 9. Provide your **Consent & Acknowledgement**. 10. Click **Submit**. 11. You can see your number in the Numbers tab with the origin as Bring Your Own Carrier. 12. To use this number in Agentforce Contact Center: 1. Set up [a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [a flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) to route calls to your voice channel. 2. Create [a voice channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&type=5&language=en_US) for your number. 3. Set your number as the default [caller line identifier](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_cli.htm&type=5&language=en_US). # Add an External Service Action Add an action from a registered external service in Bot Builder to allow your bot to send and receive data between Salesforce and external API providers. Deliver personalized customer experiences without writing a single line of code. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Before you begin, make sure that the external service you want to integrate with your dialog is registered in your Salesforce org. If not, register the external service. To register an external service, you must have the Customize Application user permission. 1. From the Dialog Component Library, drag the **External Service** Action step onto the canvas. 2. In the Step Properties panel, select the name of the external service associated with your desired action, and then select the action. ![Specify the external service and action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_external_service_action_details.png) 3. Specify input and output variables. These variables are supported: - Text - Number - Boolean - Object - Date - DateTime - Currency - Id - A single-level list (in other words, a collection of variables of the same type, such as a list of text values) Bot Builder doesn’t support map inputs or nested lists (in other words, lists of lists). ![Specify input and output variables](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_external_service_input_output.png) 4. Save the dialog. When an external service action is used in a bot dialog, you can’t edit the settings for the associated service or delete the service from your Salesforce org—even when a bot is inactive. To edit or delete an external service, confirm that it’s not included in any bot dialogs. If you try to edit or delete a service that’s used in a bot dialog, you receive an error message and your changes aren’t saved. #### See Also - [What’s a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.") - [_Trailhead_: External Services](https://help.salesforce.com/s/articleView?id=platform.external_services.htm&type=5&language=en_US) # Add an Object Search Action Deliver records from standard or custom objects to your Einstein Bot to create an integrated bot experience. The Object Search action type can be added to any dialog. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Before getting started, [add a Question dialog step](https://help.salesforce.com/s/articleView?id=service.bots_service_using_dialog_question.htm&language=en_US) to your bot. 1. From the Dialog Component Library, drag the **Object Search** action step onto the canvas. Make sure that you add it immediately after a question step. Then, in the Step Properties panel, select the object that you want to search for. 2. In the Step Properties panel, enter your search criteria. 1. To search for an Account, Case, Contact, Campaign, Contract, Lead, Opportunity, Order, Task, or custom object: In the Search Criteria section, enter your search criteria. Object Search supports AND searches, where all the criteria are met, and it supports OR searches, where any of the criteria are met. 2. To search for a Knowledge object: In the Search Criteria section, select the variable that the Question dialog step uses to store the customer’s response, or select the [Last Customer Input system variable](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5 "Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations."). The bot uses the selected variable to search for knowledge articles. 3. In the results section, specify which object fields the bot returns and the maximum number of records it returns. The bot can return up to three records and up to three fields for each record. 4. To store results, select an object list variable from the Search Results Variable field. You can also specify the order in which results are listed. 5. To redirect the bot to the Confused dialog if it doesn't find any results, select **Redirect to Dialog** for the Rule Action, and then select **Confused** for the Dialog Name. 6. To deliver the results to the customer, add a Message dialog step after the Object Search action. Then add the object fields from Step 3 to the bot message with merge syntax. To call a standard field on a standard object, use the {!FieldName} format. For custom fields, append \_\_c at the end: {!FieldName\_\_c}. To call a field on a specific record, use {!$RecordName.FieldName}. To call an item in a list variable, use FieldName\[X\], with X referring to the location of the item in the list. Einstein Bots uses a zero-based index with list variables, so you can call the first item of the list using FieldName\[0\]. # Add and Remove Contact Center Users After you create a contact center, you can add more users to it or remove users who no longer need access. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - Don’t use custom code to sync users. - (For Salesforce Voice with Partner Telephony only) Salesforce and the partner telephony providers don’t automatically sync users. Manually create users and then add them to your telephony provider’s call center and the Voice contact center. To use single sign-on (SSO) to authenticate service reps, the username must be the same for both Salesforce and the telephony partner. You can add reps who have the right permission set. If your org has multiple contact centers, each Salesforce user can be a member of only one contact center. 1. Verify that each contact center user has the required permission set. 2. From Setup, enter Contact Centers in the Quick Find box, then select **Partner Telephony Contact Centers** or **Amazon Contact Centers**, depending on your telephony model. 3. Click the contact center name for which you want to add users. ![The contact centers appear in the right pane of the Amazon Contact Centers screen.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_contact_centers1.png) 4. In the Contact Center Users section, click **Add**. 5. Select the users that you want to add to this contact center. You can add up to 100 users at a time. ![The list of available users appear at the bottom of the screen.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_add_users_to_contact_center1.png) The list shows only users who have the Salesforce Voice Contact Center Admin or Salesforce Voice Contact Center Rep permission sets and don’t belong to a call center. If you don’t see users that you want to add, make sure that they have the right permission sets and try adding them again. Sales Dialer permission sets don’t work. 6. To create quick connects automatically in Amazon Connect, select **Create a quick connect to each selected user**. Amazon quick connects let reps quickly dial other reps and view their availability statuses when they transfer calls. 7. Click **Done**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important To enable Omni-Channel flows to route calls to contact center users, Salesforce contact center users must be mapped to Amazon Connect users. As of Winter ’22, when you add a Salesforce user to a contact center, behind the scenes, the user is also mapped to the corresponding Amazon Connect user. If you created Salesforce users prior and want to use Omni-Channel flows to route work to them, manually [map the users](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&language=en_US). If a user no longer needs access to your contact center, remove them. Removing a user takes away their ability to access the contact center. It doesn’t delete the user or change their ability to access other parts of Salesforce. 1. In the Contact Center Users section, select the user that you want to remove. 2. Click **Remove** | **OK**. 3. For partner telephony users, work with your telephony provider to remove the user from their telephony system. Updating the alias of the Salesforce user breaks AWS single sign-on. To change the alias, remove the Salesforce user in the Contact Center detail page, change the alias, and then add the user back to the contact center. - **[Manage Contact Center Users with Setup with Agentforce](https://help.salesforce.com/s/articleView?id=service.voice_setup_manage_users_ai.htm&release=264.0.0&type=5)** Chat with an AI agent to add or remove contact center users through Setup with Agentforce. # Add and Remove Users in Your Partner Telephony Contact Center After you create a contact center for Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, add users to your contact center. You can add Service Cloud Users who have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set. Remove users who no longer need access. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
1. In your telephony provider’s system, add the users to the call center. Salesforce and the telephony provider don’t automatically sync users, so you must manually create users and then add them to your telephony provider’s call center and the Voice contact center. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important If you want to use single sign-on (SSO) to authenticate support reps, the username must be the same for both Salesforce and the telephony partner. 2. In Salesforce, add the users to your Voice contact center. 1. From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select **Partner Telephony Contact Centers**. 2. Select the contact center that you want to modify. 3. In the Contact Center Users section, click **Add**. 4. Select the users that you want to add to this contact center. Add only one or two users at a time. The list shows only users who have the Salesforce Voice Contact Center Admin (Partner Telephony) or Salesforce Voice Contact Center Rep (Partner Telephony) permission sets. If you don’t see the users that you want to add, make sure that they have the right permission sets, and then try adding them again. 5. Click **Done**. If a user no longer needs access to your contact center, remove them. Removing a user only takes away their ability to access the contact center. It doesn’t delete the user or change their ability to access other parts of Salesforce. 1. In the Contact Center Users section, select the user that you want to remove. 2. Click **Remove** | **OK**. 3. Work with your telephony provider to remove the user from their telephony system. # Add Apex Triggers to Idea Comments Adding Apex triggers to Idea Comments lets you perform actions related to comments that users post to an idea. ### Required Editions
View supported editions
User Permissions Needed
To define Apex triggers: Author Apex
To manage Ideas communities: Customize Application
A trigger is a set of Apex code that fires at a particular time in the lifecycle of a record. To better manage ideas in your Ideas community, you can add Apex triggers to idea comments. Use triggers on comments to perform actions such as: - Sending an email notification to the moderator or other user when a comment is left on an idea. - Sending an email notification to the user with the contents of their comment. - Notifying the moderator when a specified number of comments is reached for an idea. - Preventing posting of comments with specific words. # Add Apple Pay to a Messaging Channel To allow service reps to request payments during messaging sessions, add Apple Pay to your enhanced Apple Messages for Business channel. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up and edit Messaging channels: Configure Messaging
To view channels: View Setup and Configuration
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note An Apex class is required for Apple Pay. 1. **[Set Up Apple Pay](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5)** To get started, set up Apple Pay in your Apple settings. 2. **[Import Your Merchant Identity Certificate](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5)** Import your merchant identity certificate into Salesforce. This certificate is generated when you set up Apple Pay. 3. **[Update Your Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5)** After you import your certificate, add Apple Pay to your enhanced Apple Messages for Business channel. 4. **[Create an Apex Class to Process Payments](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5)** On the Apex Classes page in Setup, create an Apex class to facilitate payment processing. 5. **[Create a Payment Messaging Component, Apex Classes, and Flow](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5)** Now that the preparation is complete, create a payment messaging component and accompanying flow. ## Set Up Apple Pay To get started, set up Apple Pay in your Apple settings. 1. If you haven’t done so yet, enroll in Apple Pay. For help, see the Apple documentation: [Setting Up Apple Pay](https://developer.apple.com/documentation/passkit/apple_pay/setting_up_apple_pay). 2. Add your merchant information to your Messages for Business account. 1. Go to [register.apple.com](http://register.apple.com/) and sign in with the Apple ID of the administrator or technical contact for the Messages for Business account. 2. Navigate to your company's Messages for Business accounts and find the business account. 3. Under Optional Integrations, find the Apple Pay section. 4. Next to Apple Pay Merchant ID, click **Edit**. 5. Enter the Apple Pay Merchant ID, which you created when you set up Apple Pay. 6. Click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note An Apple Pay Merchant ID can be used with multiple Messages for Business accounts, but each Messages for Business account can have only one associated Apple Pay Merchant ID. ## Import Your Merchant Identity Certificate Import your merchant identity certificate into Salesforce. This certificate is generated when you set up Apple Pay. 1. Download your certificate in Apple Pay. 1. Go to [developer.apple.com/account](http://developer.apple.com/account). 2. Select **Certificates** under Certificates, Identifiers & Profiles. 3. Click on the relevant merchant certificate, or click the **+** to create a new certificate. 4. Click **Download**. 2. Convert the certificate from .cer to Java Keystore (.jks) format. 1. Convert the .cer file to a .p12 file. Mac users can do this by importing the file into Keychain and exporting it as a .p12 file. 2. [Convert the .p12 file to a .jks file](https://help.salesforce.com/s/articleView?id=000381987&type=1&language=en_US). 3. In Setup, go to the Certificate and Key Management page. 4. Click **Import from a Keystore**. 5. Select your .jks certificate file and enter the keystore password. 6. Click **Save**. ## Update Your Messaging Channel Settings After you import your certificate, add Apple Pay to your enhanced Apple Messages for Business channel. If you’re using one Apple Messages for Business channel to handle transactions for multiple brands, keep in mind that you can add only one Apple Pay configuration per channel. This means that all payment requests that occur in the channel will show the merchant name listed in your Apple Pay account. 1. In Setup, go to the Messaging Settings page. 2. Click the name of your enhanced Apple Messages for Business channel. 3. In the Apple Pay section, click **Add**. 4. Select the Merchant Identity Certificate that you imported in Setup. 5. Enter your Apple Merchant ID. Find this ID on the Certificates, Identifiers & Profiles page in your Apple (not Salesforce) settings. 6. Enter your merchant name, which appears on your payment requests. 7. Click **Save**. A new entry is now visible in the Apple Pay section of your channel settings. 8. Verify your merchant domain with Apple. 1. In the Apple Pay section of your channel settings, click the down arrow to show the action menu and click **Verify Domain**. 2. In the window that appears, copy the domain provided and save it to your notes. You will need this domain later in the setup process, when you create a payment messaging component. 3. In a new browser tab, go to [developer.apple.com](http://developer.apple.com/). 4. Click **Identifiers.** 5. Click **App IDs** in the top right, and select **Merchant IDs**. 6. Click your merchant ID. 7. Under Merchant Domains, click **Add Domain**. 8. Paste the domain name that you copied earlier from Salesforce. 9. Click **Save**, and then click **Download** to download the .txt verification file. Leave your browser tab open. 10. Back in your Salesforce browser tab, click **Upload Files** and upload the file from Apple. Then, click **Done**. 11. Return to your Apple browser tab, and click **Verify**. 12. Click **View Identifier** at the top of the page to return to your merchant ID page. Under Merchant Domains, you can now see the newly added domain, as well as its expiration date. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Merchant domains in Apple expire about every six months. Apple notifies you when a domain is about to expire. For Apple Pay to continue working in your Apple Messages for Business channel, you must repeat this domain verification process periodically, before your domain expires. ## Create an Apex Class to Process Payments On the Apex Classes page in Setup, create an Apex class to facilitate payment processing. When a customer makes a requested payment, this Apex class sends a payment token to the payment provider (Apple Pay) so the payment can be processed. For details and an example, see [ProcessPaymentHandler Interface](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_interface_RichMessaging_ProcessPaymentHandler.htm). ## Create a Payment Messaging Component, Apex Classes, and Flow Now that the preparation is complete, create a payment messaging component and accompanying flow. Service reps run the flow in the Service Console to send the component to customers. Customers click the component to view the request details and make their payment. Add a series of Apex classes to control the information that appears in the component. 1. Create a payment messaging component that service reps can send in messaging sessions. See [Create and Send Payment Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment.htm&release=264.0.0&type=5 "Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay. "). 2. Add a series of payment-related Apex classes, create a flow, and use it to request payments from customers. See [Set Up a Flow to Send Payment Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment_flow.htm&release=264.0.0&type=5 "Create Apex classes and a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component. "). # Add Article Recommendations to a Flow The Article Recommendations action takes a Case ID as input and returns a JSON list of recommended articles identified from your active Einstein Article Recommendations model. ### Required Editions
View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To add Article Recommendations to a flow, you must have an active Einstein Article Recommendations model. [Visit Salesforce Help to learn how to build and activate a model.](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&type=5&language=en_US) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important To see and apply Einstein Article recommendations, service reps need [Read access.](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&type=5&language=en_US) 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. On the Flows list, select the flow where you want to add article recommendations. 3. On the Elements tab, drag the **Action** element onto the canvas. ![The toolbox menu with the action element high-lighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_toolbox.png) 4. Select **Einstein** and then select **Create Article Recommendations**. 5. Give the action a label and optionally a description. The API name populates automatically. 6. Under Set Input Values, Record ID, select the Case ID field. ![A new Create Article Recommendations action with the record id as the input value.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_action.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Einstein invocable actions are compatible only with case type objects. 7. Click **Done**, and then save your changes. The Article Recommendation action returns a JSON list of recommended articles. Next, see how to use the recommendations by assigning the JSON output from the Article Recommendations action to a collection variable. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example ``` [{ "knowledgeArticleId" : "kA0RM0000006XDh0AM", "knowledgeArticleVersionId" : "ka0RM0000006E0uYAE", "lastPublishedDate" : "2020-03-24T21:54:42.000Z", "recommendationId" : "0QARM00000004PG4AY", "relevanceScore" : 90.016695360335916, "summary" : "To reset your password, go to settings on your user profile. Click Manage Account, then select username and password. Enter the new password, then select Update. Confirm the update with the previous password, and select Continue. Your password is successfully updated!", "title" : "How do I reset my password?", "urlName" : "kA0000000000003031-ABC-1013229425" }] ``` # Add Attributes to a Configuration Item Type Use the Attributes tab in a configuration item (CI) type to define the fields that appear on CI records of that type. Organize metadata into clear, collapsible sections to improve usability and make configuration data easier to read. Attributes helps your team focus on the most relevant information when managing CIs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
Add attributes to configuration item types: IT Service Configuration Item Type Manager
You can manage attributes for a configuration item type in the Attributes tab of a CI record page. Defined attributes are directly assigned to the selected CI type. For example, a database server CI type may include attributes like instance name, port number, and version as defined attributes. You can also view inherited attributes, which are passed down from a parent CI type. For example, a virtual workstation CI type can inherit attributes such as operating system version and memory size from the parent workstation CI type. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Type Manager**. 4. Select the configuration item type to update. 5. In the record page, go to the **Attributes** tab. 6. On Defined Attributes, click **Manage Attributes**. 7. Move the required attributes from the Available list to the Selected list. 8. Click **Save**. The selected attributes are applied to the configuration item type. They appear as editable fields in the CI record, grouped in the relevant attribute set. # Add Broadcast Communications to Incident Record To let your users create broadcasts when an incident occurs, like broadcast emails or site banners, add the Broadcast Communications related list to the Incident page layout. ### Required Editions
View supported editions.
To add the Broadcast Communications related list to the page layout, enable at least one broadcast type. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. From the Broadcast Settings tab, find Add Broadcast Communication Related List to Page Layout, and click **Add to Layout**. 3. Select **Incident Layout**. 4. Add the Broadcast Communications related list and to the Related Lists section. 5. Save your changes. 6. From Setup, in the Quick Find box, enter Lightning App Builder, and select **Lightning App Builder**. 7. Find Incident Record Page and click **Edit**. 8. Add the Related List - Single component to your page layout under the Related tab. 9. For the Related List, select **Broadcast Communications**. The Broadcast Communications related list lets your users create and see broadcast communications related to the incident. 10. Save and activate the page. After you add the Broadcast Communications related list to your incident layouts, enable different broadcast types and give users access from the Customer Service Incident Management setup page. # Add Callers or Transfer Calls Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To answer and make calls and to view Voice records: Salesforce Voice Contact Center Rep permission set
To see each rep's availability when you add callers or transfer calls, your admin must first [set up mapping](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&release=264.0.0&type=5 "To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users."). Rep availability naming conventions may not match the Omni presence status name. When you add callers or transfer calls, the following availability statuses are shown: - Available—A rep is available when their Omni-Channel presence status is set to Available for Voice and they have 0% capacity. - Busy—A rep is busy when their Omni-Channel presence status isn’t set to Available for Voice or they are assigned to one or more cases or calls. The consumed percent (%) capacity helps you decide whether the rep can take the call. A consumed capacity of 100% means the rep is at full capacity. - Offline—A rep is offline when their Omni-Channel presence status is set to Offline. ![List of agents and their availability statuses for call transfers.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_transfer_availability.png) - **[Add a Caller](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** Conference in a single caller to an ongoing voice call. - **[Make a Blind Transfer](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** Transfer a call to another contact center rep, queue, or flow without giving context to the next rep. - **[Make a Warm Transfer](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call. - **[Add Multiple Callers to a Call](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** If multiparty calls with more than three people are enabled for your Service Cloud Voice with Partner Telephony setup, use the Phone controls in the Omni-Channel utility to add up to four participants to an ongoing call between yourself and a customer. - **[Make a Consult Call](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** If consult calls and multiparty calls are enabled for your Salesforce Voice with Partner Telephony setup, start a consult call during an active multiparty call to discuss the ongoing situation in a separate conversation. End the consult call or merge the consult call with the multiparty call. ## Add a Caller Conference in a single caller to an ongoing voice call. To add a rep to an ongoing call, your administrator must have set up a quick connect when they added that rep to the contact center. 1. While on a call, click **Add Caller** from the Phone tab in the Omni-Channel utility. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip You can also add a caller to an ongoing call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call. ![Click to dial hover](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_click_to_dial.png) 2. To use the keypad to dial an external number, click **Keypad** and enter the number. To add another rep or queue to the call, enter a name or scroll through the list of reps (agents) to see who’s available, and click **Call**. ![Add Caller flow in the Phone tab in the Omni-Channel utility](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_add_caller_omni.png) After the second caller is connected, the **Merge** button is displayed on the Phone tab in the Omni-Channel utility. 3. To combine both calls into a single call, click **Merge**. Continue the call as needed with three participants. 4. To switch from one call to another, click **Swap**. When you swap a call, one call is active and the other call is on hold. 5. To exit a call, click **Leave Call**. You’re disconnected, but the call continues with the remaining participants. ## Make a Blind Transfer Transfer a call to another contact center rep, queue, or flow without giving context to the next rep. To transfer a call to a rep, your administrator must have set up a quick connect when they added that rep to the contact center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you transfer a call that has recording turned off, transcription resumes for the primary call once the transferred call connects, but recording stays off. For the transferred call, both transcription and recording are turned on. 1. While on a call, select an action based on your telephony model. - To perform a blind transfer for reps with Salesforce Voice with Partner Telephony, click **Blind Transfer**. - To perform a blind transfer for reps with Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, click **Add Caller**. 2. Enter or select your transfer destination. - To use the keypad to dial an external number, click **Keypad** and enter the number. - To transfer the caller to another rep, flow, or queue, use the filter dropdown to filter your results or scroll through the list of reps (agents) to see who’s available. ![Omni-Channel transfer filters](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_transfer_filters.png) After the second caller is connected, the **Swap** and **Merge** buttons are displayed on the Phone tab in the Omni-Channel utility. 3. For reps with Salesforce Voice with Amazon Connect, exit without providing context by clicking **Leave Call**. You’re disconnected, but the call continues with the remaining participants. For reps with Salesforce Voice with Partner Telephony, you are removed from the call automatically after the blind transfer is initiated. You can also transfer a call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call. ![Click to dial hover](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_click_to_dial.png) #### See Also - [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US) ## Make a Warm Transfer Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call. To transfer a call to a rep, your administrator must have set up a quick connect when they added that rep to the contact center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you transfer a call that has recording turned off, transcription resumes for the primary call once the transferred call connects, but recording stays off. For the transferred call, both transcription and recording are turned on. 1. While on a call, click **Add Caller**. 2. To use the keypad to dial an external number, click **Keypad** and enter the number. To add another rep or queue to the call, enter a name or scroll through the list of reps (agents) to see who’s available, and click **Call**. ![Add Caller flow in the Phone tab in the Omni-Channel utility](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_add_caller_omni.png) After the second caller is connected, the **Merge** button is displayed on the Phone tab in the Omni-Channel utility. 3. Share necessary information with the second caller before combining the calls. 4. To combine both calls into a single call, click **Merge**. Continue the call as needed with three participants. 5. To switch from one call to another, click **Swap**. When you swap a call, one call is active and the other call is on hold. 6. To complete the warm transfer and exit the call, click **Leave Call**. You’re disconnected, but the call continues with the remaining participants. You can also transfer a call with click-to-dial. From a record in Salesforce, click the number you want to bring into the call. ![Click to dial hover](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_click_to_dial.png) ## Add Multiple Callers to a Call If multiparty calls with more than three people are enabled for your Service Cloud Voice with Partner Telephony setup, use the Phone controls in the Omni-Channel utility to add up to four participants to an ongoing call between yourself and a customer. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Multiparty calls with more than three participants are available for Service Cloud Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect in pilot only. Contact your Salesforce account executive to request access. 1. To add a caller to an ongoing voice call, click the **Add User** button. ![Add participant to an ongoing call](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_multiparty_add_participant.png) 2. Select a call participant from the Phone contacts list, and click **Call**. Or to use the keypad to dial an external contact, click **Keypad** and enter the number. 3. To add more participants to an ongoing voice call, click the **Add User** button in the Call Group. ![Add a second call participant](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_multiparty_add_secondparticipant.png) 4. Select a call participant from the Phone contacts list, and click **Call**. Or to use the keypad to dial an external contact, click **Keypad** and enter the number. 5. To manage an ongoing multiparty call, use the Phone controls in the Omni-Channel utility. ![Manage multiparty call with phone control buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_multiparty_manage_call.png) Raise a flag to get help from a supervisor (1), add a call participant (2), pause or resume recording (3), leave the call (4) while it continues for other participants, mute a participant (5), remove a participant from the call (6), or mute yourself (7). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Hold isn’t supported for multiparty calls. ## Make a Consult Call If consult calls and multiparty calls are enabled for your Salesforce Voice with Partner Telephony setup, start a consult call during an active multiparty call to discuss the ongoing situation in a separate conversation. End the consult call or merge the consult call with the multiparty call. 1. During an active multiparty call, click **New Call** to start a separate consult call. ![Click New Call](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_multiparty_consult_start.png) During the consult call, multiparty call participants in a call group are on a type of hold. Telephony partners can specify whether there is music so that call participants can continue their conversation. 2. Use the Phone controls in the Omni-Channel utility to manage the consult call. ![Manage consult with phone control buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_multiparty_manage_consult.png) Raise a flag to get help from a supervisor (1), pause or resume recording (2), end a consult call to return to a multiparty call (3), mute yourself (4), or merge a consult call and a multiparty call (5). #### See Also - [_Salesforce Voice with Partner Telephony Developer Guide_: Manage Multiparty Calls and Consult Calls](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_multiparty_consult_calls.htm) # Add Case Classification to a Flow Add the Einstein ApplyCaseClassificationRecommendations action to your flow to apply case classification to predict field values for a case. It takes a Case ID as input and outputs a case SObject with recommendations applied. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
In addition to recommendations made on case creation, use a flow to get Einstein field predictions after a case is updated with new details to the Subject or Description. Or use flows to set custom confidence threshholds for Einstein to populate the case with predicted values. To add Case Classification to a flow requires: - An active Einstein Case Classification model. [Visit Salesforce Help to learn how to build and activate a model.](https://help.salesforce.com/s/articleView?id=service.cc_service_what_is.htm&type=5&language=en_US) - Automate Value is enabled for any field you want to predict in a flow. ![Example record triggered flow with case classification action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_flows_apply_recs.png) This record-triggered flow uses the ApplyCaseClassificationRecommendations action, then uses an Update Case action to populate the case with the highest confidence predicted values from the SObject. A fault branch guarantees that you keep your case if the action fails and can help you troubleshoot errors. While this example shows a record-triggered flow, you can also use the same process to add case classification to a screen flow. To add the ApplyCaseClassificationRecommendations action to your flow: 1. To add an Action element, click ![Plus sign.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_plus_action.png). ![Add element menu with Action highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_new_action.png) 2. Select **Einstein**, then **ApplyCaseClassificationRecommendations**. ![New Apply Case Classification Recommendations Action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_new_apply_recs_action.png) 3. Enter a label and optionally a description. The API name automatically populates. 4. Under Set Input Values, for Case ID, select the case ID to generate predictions for. The case ID can be the output from a previous step in your flow. This example uses the Record object that triggered the flow and its ID field. To route cases based on the predicted values, add the ApplyCaseClassificationRecommendations action before the Route Work action in the flow. 5. Click **Done**. 6. Optionally, to add a fault path, select the **ApplyCaseClassificationRecommendations** action that you created, and then select **Add fault path**. ![New action with Add Fault Path highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_add_fault_path.png) 7. Add the action for the flow to take if the action fails in the fault path. To help identify why the fault path was triggered, include information about the case in the fault path message. In the example flow, the case description is updated with the error information. The ApplyCaseClassificationRecommendations action returns a case SObject with the Einstein recommendations applied, but they still need to be saved. Add an Update Records action to save the updated case to your database. In a screen flow, instead of adding an Update Records action, service reps must review and save Einstein’s recommendations manually. # Add Channel-Object Linking Rules for Voice Calls (Beta) Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records. ### Required Editions
View supported editions.
## Setup Steps in Lightning Experience: 1. Set up Voice before creating your channel-object linking rules. 2. In Setup, enter Channel-Object in the Quick Find box. From the Channel-Object Linking setup page, click **New Linking Rule** to start the guided flow. 3. Select the Phone channel type and the object to link, such as Contact. Create a rule name and description. Set rule actions for these scenarios: **Action for No Record Found** and **Action for Single Record Found**. Save your work. For example, if no matches are found for a contact, you can include a rule to automatically create and link a record. Or you can prompt the support rep to search for a record or create a record. If only one matching record is found, you can set a rule to automatically link the record, or show a prompt. The prompt asks the support rep to pick the suggested record, search for a record, or create a record. 4. After completing the Phone setup, add the Object-Linking Notifications background utility in Lightning App Builder to show the prompts as toast messages in the Service Console. ![Screenshot of the Lightning App Builder window with a picklist to select Object-Linking Notifications to generate messages to the support rep.\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_app_builder.png) # Add Chat Code Settings to an Experience Site Use the Embedded Service component to add a Code Setting Name to an Experience Cloud site. This step allows you to modify with static resources, including inviting customers to chat. ### Required Editions
View supported editions.
User Permissions Needed
To set up static resources: Customize Application AND Author Apex
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Code setting modifications for Embedded Chat external pages and websites are not available. Adding JavaScript code as a static resource provides the flexibility of changing your customer interactions, including adding invitations to chat, or other settings to a site. Before creating your Embedded Chat code settings, you must create and upload [embedded static resources](https://help.salesforce.com/articleView?id=embedded_static_resources.htm&language=en_US) To add Embedded Chat code settings to your site, use the Code Settings Name field in the component. 1. Select Add Code Setting. 2. Create a JavaScript file with your Embedded Chat settings for sites, including strings, arrays, JSON, and js functions. (See examples of [Experience Site Static Resource Files](https://help.salesforce.com/articleView?id=embedded_chat_community_static_examples.htm&language=en_US).) 3. In your Embedded Service component settings, enter the static resource name (not the file name) in the Code Setting Name field on a specific page on your site. 4. Save and publish your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you load static resource files for Experience sites, test your entire flow in the builder to discover any CSP errors. This step ensures that image URLs and assets from other domains specified in the static resource load during run time. Check the console first for CSP errors if something is missing. # Add Chat to the Console in Lightning Experience Add Chat to a Lightning console app so agents and supervisors can chat with customers. ### Required Editions
View supported editions.
User Permissions Needed
To add Chat to a Lightning console app: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you add Chat to a Lightning console app, you need to enable Chat and create a basic implementation. You need to create a Lightning console app for service if you don’t have one set up. You also need to have Omni-Channel set up along with a chat button or Embedded Service implementation using Omni-Channel routing. 1. From Setup in Lightning Experience, enter Apps in the Quick Find box, then select **App Manager**. 2. Click the dropdown next to the console app you want to add Chat to, then click **Edit**. 3. If your console doesn’t have the Omni-Channel utility, go to Utility Bar and add it. 4. Under Navigation Items, add Chat Transcripts to the Selected Items list. 5. Under Assign to User Profiles, select the profiles you want to add to this console. 6. Click **Save**. 7. Click **Done**. # Add Chat to the Salesforce Console Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place. ### Required Editions
View supported editions.
User Permissions Needed
To add Chat to the Salesforce console: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you add Chat to a Salesforce console app, you need to create a Salesforce console app if you don’t have one set up. After you set up Chat, add it to a Salesforce console app. After Chat is set up in the console, your agents can interact with chat customers. With the Salesforce console, your agents and supervisors can access Chat and other Service products in one place to provide customers fast and efficient customer service. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Click **Edit** next to the name of the Salesforce console app in which you want to set up Chat. 3. Select Include Chat in this App. 4. Choose the records or pages that you want to open as subtabs of chat sessions in the chat workspace. 5. Optionally, if your Salesforce org has Knowledge enabled, select Include Suggested Articles from Knowledge in Chat to display the Knowledge One widget in the chat workspace. 6. Click **Save**. You can run multiple Salesforce apps at the same time. However, if you log in to another Salesforce app while you’re logged in to a Salesforce console app, you can’t accept new chat requests. #### See Also - [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.") - [Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5 "Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.") - [Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5 "Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.") - [Set Up a Salesforce Console App in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_define_app.htm&type=5&language=en_US) # Add Check Similar Articles Action to Knowledge Article Record Pages Add the Check Similar Articles action to your Knowledge page layouts so authors can find similar articles from a knowledge article record. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To add the Check Similar Articles action to a page layout:

Knowledge User license

AND

Customize Application
1. From Setup, go to **Object Manager**, and select **Knowledge**. 2. Click **Page Layouts**, then select **Knowledge Layout**. 3. In the palette, click **Mobile & Lightning Actions**. 4. Drag **Check Similar Articles** into the **Salesforce Mobile and Lightning Experience Actions** section. 5. Save your changes. # Add Command Center for Service to a Lightning App Add Command Center for Service to an app in Lightning Experience to get your supervisors up and running. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel and manage apps. Customize Application
Before adding Omni-Channel to a Lightning Service app: - Make sure you have Omni-Channel enabled and ready-to-go in Lightning Experience, with service reps and queues running. - Make sure you have a working Lightning app for service. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can add Command Center for Service to an app that uses either standard or console navigation. Only status-based capacity models work with standard apps. Tab-based capacity models don’t work in such apps. 1. In Setup, enter Apps in the Quick Find box, then select **App Manager**. 2. Click the dropdown next to the Lightning app you want to add Command Center for Service to, then click **Edit**. We recommend creating a profile for your supervisors so you can customize an app just for them. 3. If the app doesn’t already include Omni-Channel, add Omni-Channel under Utility Items. 4. Under Navigation Items, add Command Center for Service to the Selected Items list. 5. Under App Options, select **Use Omni-Channel sidebar** to use the Omni-Channel component in a sidebar layout instead of in the utility bar (optional, but recommended). 6. Under Assign to User Profiles, select the profiles you want to assign to this Supervisor-enabled app. The users in the selected profiles must have tab visibility in order to view Command Center for Service in their app. 7. Save your work. Verify that Omni-Channel is in the app by opening the app and viewing the tab selections. You should see the **Command Center for Service** option. # Add Command Center for Service to an App To give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can also add Command Center for Service to the legacy Classic Service Console. However, Omni-Channel works best with Lightning apps. - **[Add Command Center for Service to a Lightning App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_supervisor_console_LEX.htm&release=264.0.0&type=5)** Add Command Center for Service to an app in Lightning Experience to get your supervisors up and running. - **[Add Omni Supervisor to the Classic Console](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_supervisor_console.htm&release=264.0.0&type=5)** Add Omni Supervisor to the Salesforce classic console to get your supervisors up and running. # Add Conferencing to a Messaging Session Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard SMS channels
User Permissions Needed
To transfer enhanced messaging sessions to flows: Run Flows
To receive transferred messaging sessions or end your own messaging sessions in Enhanced Chat:

Enhanced Chat User permission set license

AND

Enhanced Chat Rep user permission
To receive transferred messaging sessions or end your own messaging sessions in enhanced messaging channels:

Messaging User permission set license

AND

Messaging Agent user permission
Before a service rep can invite other service reps to join an active messaging session, ensure that your admin has selected **Enable Skills-Based and Direct-to-Agent Routing** in Omni-Channel Settings in Setup. Keep these considerations in mind when conferencing: - Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion. - You can start a conference with one specific service rep, or notify all reps— whichever rep accepts first joins the conference. You can conference multiple reps into a chat, but you must send each request individually. - Service reps cannot transfer Conferencing Messaging sessions to users outside their Salesforce org in Bring Your Own Channel as the **Others** recipient type is not included in the Messaging Session Transfer Destination list. 1. In an active messaging session, click![Conferencing Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/chat_conferencing_icon.png) in the lower-left corner of the Conversation component. 2. Select a recipient type: Agent, Queue, or Flow. Only service reps who are online with a Messaging presence status appear in the list. 3. Click **Invite**. If a service rep accepts the conference request, you see a notification in the chat log, and that rep can start chatting. If the service rep declines the request, you see a notification above the chat log. The customer receives a notification when a service rep joins or leaves a conference. 4. If you decide to exit the conference, click **Leave Conversation**. When the other service reps leave the conference, reps see a notification in the chat log. The last service rep in the conference must click **End Conversation**. When a service rep joins a conference, older chats are loaded. Gray lines appear while they’re loading. If you use Omni-Channel routing, conferencing is available in Lightning Experience only. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To get help from a supervisor during an active messaging session, click the flag icon and enter your message. You and your supervisor can exchange messages that aren’t visible to the customer. These messages appear in the conversation transcript. # Add Console Components to Apps in Salesforce Classic After you create a console component, you can add it as a button in the footer of Salesforce console so users have access to it. ### Required Editions
User Permissions Needed
To add custom console components: Customize Application
To create Visualforce pages: Customize Application
To manage canvas apps: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). 1. From Setup, enter Custom Console Components in the Quick Find box, then select **Custom Console Components**. 2. Click **New**. 3. Type a name for your component. 4. In Button Name, type the label to display on the button users click to launch your component. For example, Chat. 5. In Button CSS, enter the in-line style used to define how the button looks to users who click it to launch your component. The styles supported include font, font color, and background color. 6. Type the width of the button to display in the console. 7. In Component, select Visualforce Page or Canvas App, and either type the name of your component, or click ![Lookup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/lookup20.gif) to find and select it. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip You can include Lightning components in Visualforce pages. See [Lightning FAQ.](https://developer.salesforce.com/page/Lightning_FAQ#Visualforce_and_Lightning) 8. Type the height and width of the window used to display your component in the console. 9. To prevent users from changing the dimensions of the window used to display your component, click Fixed Width or Fixed Height. 10. Click **Save**. Before users can access your component, you must assign it to a console. See [Assigning a Custom Console Component to an App](https://help.salesforce.com/s/articleView?id=service.console2_components_assign.htm&release=264.0.0&type=5 "After you add a console component to Salesforce Console apps, you must assign it to each console for user access."). #### See Also - [Assign a Console Component to an App in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_assign.htm&release=264.0.0&type=5 "After you add a console component to Salesforce Console apps, you must assign it to each console for user access.") # Add Console Components to Page Layouts in Salesforce Classic After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console. ### Required Editions
User Permissions Needed
To add custom console components: Customize Application
To create Visualforce pages: Customize Application
To manage canvas apps: Customize Application
1. From the object management settings for the object whose page layout you want to edit, go to Page Layouts. 2. Click **Edit** next to a page layout. 3. Click **Custom Console Components**. 4. Next to the sidebar in which you want to add your component, choose how to display and organize your components by Style. 5. Specify the size of the sidebar in the console by selecting height or width, and typing its percentage or number of pixels. When the height or width of the sidebar is below the following number of pixels, these components types automatically hide because they become too difficult to read: - Knowledge One - 250 - Lookups - 150 - Related lists - 200 - Report charts - 150 - Experience Cloud site 360 - 400 6. Under Type, choose whether your component is a Visualforce Page, Canvas App, Lookup, Related List, or Report Chart. Before you can choose a Report Chart, add it to the page layout and make sure it’s in a folder that’s shared with users who need access. Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). - If the Knowledge tab is set up in your Salesforce org, add the Knowledge One component to case pages so agents can easily find and work with articles. - If your org uses entitlement management, add the Milestone Tracker to case pages so agents can see the latest information on milestones related to cases they’re working with. - If you have topics enabled for an object, add the Topics component so users can view, add, and delete topics on the records they’re working with. - Add the Files component to case pages so support agents can use drag-and-drop to quickly attach files to cases, see files that are already attached, and include attached files to case emails. - If your org uses Knowledgeable People and topics on objects, add the Case Experts component to case page layouts so agents can easily collaborate with colleagues who have expertise in specific areas. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Case Experts is available through a pilot program. For information on enabling Case Experts for your org, contact Salesforce. - Add the Customer Insights component if you’ve enabled Customer Insights in a site, and assigned it to the correct profiles. Since page layouts are limited to two report charts, you can add up to two report charts to a sidebar. You can add up to five components to a sidebar and a maximum of eight components to a page layout. Any canvas app components you add can’t be added to AppExchange packages. 7. Under Component, set the details: - For Visualforce pages or canvas apps, click ![Lookup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/lookup20.gif) under Component to find and select your component. - If your component is a lookup field, related list, or report chart, choose the field, list, or chart’s name. Optionally, you can add more fields to look up components by defining objects’ mini page layouts. You can also hide report charts and related lists from pages where they appear as components to prevent duplicate information from showing. If you want to reorder related lists, do so from page layouts. Related list components don’t display custom buttons. 8. Under Label, type the name for your component to display to console users from the sidebar. If you don’t type a label for a report chart, the report chart’s name is used. 9. Specify the size of the component in the sidebar by selecting height or width, and typing its percentage or number of pixels. If you don’t specify a height or width, the component is automatically sized to appear correctly in a console. Autosize Components is available for components with the Stack style. It’s selected by default so that when users resize browsers, Stack components fit nicely in sidebars. Salesforce chooses a minimum height and width for Stack components, and you can’t change those values. The fit-automatically option is unavailable for Visualforce pages, and canvas apps. 10. Click **Save**. #### See Also - [Sidebar Styles for Console Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_multi_ref.htm&release=264.0.0&type=5 "When administrators add components to page layouts, they choose the sidebar style in which to display the components in a Salesforce Console.") - [Add a Report Chart to a Page Layout](https://help.salesforce.com/s/articleView?id=analytics.reports_embed_pagelayout.htm&type=5&language=en_US) - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) - [Set Up Customer Insights](https://help.salesforce.com/s/articleView?id=experience.networks_community_360_setup.htm&type=5&language=en_US) # Add Contact Requests to Experience Cloud Sites In Experience Builder, add a contact request flow to your Experience Cloud site so site members can request that customer support contact them. ### Required Editions
View supported editions.
User Permissions Needed
To add the contact request flow to your Experience Cloud site: View Setup and Configuration AND Create and Set Up Experiences
Before you can add the flow to your site, [create a contact request flow](https://help.salesforce.com/s/articleView?id=service.contact_request.htm&release=264.0.0&type=5 "Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console."). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Contact Request works in public Experience Cloud sites and sites that require authentication. Make sure that your site users have the Run Flows permission, including your Guest User profile that’s used in public sites. Without this permission, members won’t see the button or the form to submit contact requests. 1. Open Experience Builder in one of the following ways. - In Setup, enter Digital Experiences in the Quick Find box and select **All Sites**. Then, click **Builder** next to the name of a site. - In Experience Workspaces, from the global header menu, select **Experience Workspaces** | **Builder**. - In an Experience Cloud site, click **Experience Builder** in the profile menu. 2. Add one of the following components. - Contact Request Button & Flow—Users can click a button and detail their issue in a popup form. - Flow—Your flow is embedded in the page, and users see the flow’s first screen when the page loads. These components are supported in the following templates: Customer Account Portal, Customer Service, Partner Central, and Build Your Own. The Flow component is also supported in the Help Center template. 3. In the component’s properties, specify the contact request flow. Only active screen flows are supported. The Contact Request Button & Flow component works only with flows that use the type Contact Request. 4. Optionally, customize the button label and styling of the component. 5. Save and publish your changes. #### See Also - [Experience Builder Component: Contact Request Button & Flow](https://help.salesforce.com/s/articleView?id=experience.rss_contact_request_button_and_flow.htm&type=5&language=en_US) - [Experience Builder Component: Flow (Experience Builder Component)](https://help.salesforce.com/s/articleView?id=experience.rss_flow_component.htm&type=5&language=en_US) - [Edit Pages and Components in Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US) - [Allow Guest Users to Access Flows](https://help.salesforce.com/s/articleView?id=experience.rss_flow_guestuser.htm&type=5&language=en_US) # Add Contactless Signature to Your Experience Builder Site To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Guest User license is required.
User Permissions Needed
To add components to sites: Create and Set Up Experience Sites AND View Setup and Configuration
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. Add the Contactless Signature component. 1. From Experience Builder, click **Components** ![Components button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 2. From Custom Components, locate the Contactless Signature component. 3. Drag the component onto the site. ![Contactless Signature component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_cs_component.png) 4. To open the settings panel, click anywhere in the Contactless Signature component. ![Contactless Signature component settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_cs_component_settings.png) 5. A default page title is provided. To use your own text, enter it in the Page Title field. 6. For Customer Confirmation Text, review the suggested text, and replace it as needed. 4. Enable guest user permissions. 1. From Experience Builder, click **Settings** ![Settings button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 2. Enable public access. ![Public can access the site setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_11_public_access.png) 3. In Guest User Profile, click ** Profile**. ![Guest user profile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_10_guest_user_profile.png) 4. Grant read permission. 1. From Profile Detail, click **Edit**. 2. Under Standard Object Permissions, grant read permission for Document Recipients, Service Appointments, and Work Orders. 3. Save your changes. 5. Enable the Apex classes. 1. From Enabled Apex Class Access, click **Edit**. 2. Add these Apex classes: `FSAA.TouchlessSignEncryptionService` and `FSAA.TouchlessSignServiceReportHandler`. 3. Save your changes. 6. Set field-level security. 1. Under Field-Level Security, click **View** next to Document Recipient. 2. Click **Edit**. 3. Grant read access to the Status field. 4. Save your changes. 7. Grant permission set license assignments. 1. From Profiles, click **View Users**, and then click the user’s name. 2. From Permission Set License Assignments, click **Edit Assignments**. 3. Select **Field Service Guest User**. 4. Save your changes. 8. Grant permission set assignments. 1. From Permission Set Assignments, click **Edit Assignments**. 2. Add the Field Service Guest User Permissions permission set. 3. Save your changes. 5. Publish the site. # Add Contract Line Items to Service Contracts Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products. ### Required Editions
View supported editions.
User Permissions Needed
To set up service contracts and contract line items with entitlements:

Manage Entitlements

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Entitlements must be enabled in your org for you to set up contract line items. From the object management settings for contract line items: 1. **Customize contract line item fields.** This lets you control what information users add to contract line items. You can create custom contract line item fields that are specific to your industry or support process. 2. **Customize contract line item page layouts.** This lets you specify which fields and related lists users see on contract line items. Consider making the following customizations: - Add the Status Icon field so users can easily see whether the line item is active, expired, or inactive. - To let users make one line item the parent of another, add the Parent Contract Line Item field and Child Contract Line Items related list. You can also add the read-only Root Contract Line Item field, which lists the top-level line item in a contract line item hierarchy. A contract line item hierarchy can contain up to 10,000 line items. 3. **Customize other objects’ page layouts.** This lets you choose how users can associate contract line items with other records. Consider making the following customizations: - (Required) Add the Contract Line Items related list to service contract page layouts. This lets users create, edit, and delete contract line items from service contracts. - Add the Contract Line Items related list to asset layouts. This lets users view and change associations between assets and contract line items. - Add the Contract Line Item lookup field to entitlement page layouts. This lets users associate a line item with a particular entitlement. 4. **Set field-level security on contract line items.** This lets you choose which contract line item fields users can access. 5. **Set field history tracking on contract line items.** This lets you see when field values were changed. Changes are listed in the Contract Line Item History related list on contract line items. From the object management settings for contract line items, go to the fields section, and then click **Set History Tracking**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Schedules aren't available for contract line items, and experience users can’t access them. #### See Also - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") # Add Custom Fields to Article Types Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create or change custom fields:

Customize Application

AND

Manage Salesforce Knowledge
Before you begin, determine the [type of custom field](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_types.htm&release=264.0.0&type=5 "The first step in creating a custom field for articles is choosing the field type.") you want to create. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Authors can view the URL Name when they create or edit an article. The URL Name doesn’t appear to end users viewing published articles. 1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Select an article type. 3. Click **New** in the Fields related list. 4. Choose the type of field to create, and click **Next**. 5. Enter a field label. The field name is automatically populated based on the field label you enter. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. 6. Enter any field attributes, such as Description, and click **Next** to continue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t enter a default value for any custom field. 7. Set the [field-level security](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_fls.htm&release=264.0.0&type=5 "Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles.") to determine whether the field is visible and editable or read only for specific profiles, and click **Next**. Field-level security allows you to control which fields are visible in different channels. 8. Select the Dynamic Forms-enabled Lightning record pages that should include the field, then click **Next**. If you don’t have any Dynamic Forms-enabled Lightning record pages for the object, this step doesn’t appear. 9. If you don’t want the field to be added automatically to the article-type layout, uncheck **Yes, add this custom field to the layout**. 10. Click **Save** to finish or **Save & New** to create more custom fields. 11. Optionally [rearrange your custom fields](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") on the article-type layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Creating fields can require changing many records at once. To process these changes efficiently, Salesforce might queue your request and send an email notification when the process has been completed. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning You lose your data if you convert a custom field on an [article type](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") into any other field type. Don’t convert a custom field on an article type unless no data exists for the field. #### See Also - [Create Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_create.htm&release=264.0.0&type=5 "An article type controls how an article displays and what type of information of fields are included.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Add Custom Icons to the Real-Time Location Component Add your own icons to mark the team member’s and the customer’s locations on the map. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To customize component settings: Create and Set Up Experience Sites AND View Setup and Configuration
1. From Setup, in the Quick Find box, enter Custom Code, and then select **Static Resources**. 2. Click **New**. 3. Name the resource, and choose a file that contains the icon that you want to use for the team member’s location. 4. For Cache Control, select **Private**. 5. Save your changes. 6. In the new static resource, click **View File**. ![Static Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_static_resource.png) 7. Copy the URL from the browser’s address bar. 8. In the Real-Time Location’s component settings, paste the URL into the URL for the Team Member’s Marker field. 9. Repeat this procedure for the customer’s location marker. ![URL markers in the Real-Time Location component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_settings_markers.png) # Add Custom Messaging Components to a Third-Party Messaging Channel Customize the out-of-the-box Messaging surface so that an AI agent can render custom messaging components—such as forms—in legacy chat and third-party messaging channels, alongside the out-of-the-box response formats. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Enhanced In-App Chat or Enhanced Web Chat channels
Customize the out-of-the-box Messaging surface in Agentforce so that an AI agent can render custom messaging components—such as forms—alongside the out-of-the-box response formats. You define a custom `AiSurface` that replaces the file-based Messaging surface, preserve the existing out-of-the-box response formats, and add a new `AiResponseFormat` entry for each messaging component you want the agent to use. ## When to Use Custom Messaging Components Use custom messaging components when you serve customers through legacy Salesforce chat deployments or third-party messaging channels—such as WhatsApp, Apple Messages for Business, Facebook Messenger, or LINE—and you want the agent to return rich, interactive components. The customizable Messaging surface preserves the out-of-the-box Messaging response formats (`MessagingChoices`, `MessagingChoicesWithImages`, `MessagingRichLink`, and `MessagingTimePicker`) and lets you add new components on top of them. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you’re building an Enhanced Chat v2 (ECv2) experience, use Custom Lightning Types instead. If you’re building a fully external web client, use [Custom Connections](https://developer.salesforce.com/docs/ai/agentforce/guide/custom-connections.html). ## Prerequisites - **Service Cloud messaging channel**: Configure the appropriate [Service Cloud messaging channel](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&release=264.0.0&type=5 "Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.") for legacy chat or your third-party channel before you set up the customizable messaging connection. - **Metadata API version**: Use version 66.0 or later for retrieval and deployment. - **Existing agent**: An Agentforce agent that uses the file-based messaging connection (`SurfaceAction__Messaging`). - **Messaging component**: A deployed messaging component (such as a form) whose ID or developer name you can reference in the response format. ## How It Works The default Messaging surface is delivered as a file-based surface (`SurfaceAction__Messaging`) that ships with four out-of-the-box response formats. To add a messaging component, replace the file-based surface with a customizable `AiSurface` that references those same four response formats plus your new custom format. After deployment, the agent uses the out-of-the-box response formats for choices, rich links, and time pickers, and selects your custom format when its description and instructions match the customer’s request. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Don’t remove or edit the four out-of-the-box response formats listed in the customizable surface definition. You can add new response formats, but don’t modify the existing ones. ## Set Up Custom Messaging Components Organize your metadata files using this structure, and then complete the steps that follow. ``` metadataToDeploy/ ├── package.xml ├── aiResponseFormats/ │ └── Messaging_Form_Messaging_Component.aiResponseFormat ├── aiSurfaces/ │ └── {CustomMessagingSurface}.aiSurface └── genAiPlannerBundles/ └── {YourAgentDevName}.genAiPlannerBundle ``` ## Step 1: Retrieve the Agent’s GenAiPlannerBundle Retrieve your agent’s `GenAiPlannerBundle` through the Metadata API. Use this `package.xml` for the retrieve. ``` * GenAiPlannerBundle 66.0 ``` The retrieve returns the `GenAiPlannerBundle` for your agent. ``` metadataToDeploy/ └── genAiPlannerBundles/ └── {YourAgentDevName}.genAiPlannerBundle ``` ## Step 2: Replace the File-Based Messaging Surface In your `GenAiPlannerBundle`, find the `plannerSurfaces` entry whose `surface` value is `SurfaceAction__Messaging`. Change `surface` to a unique developer name for your customizable Messaging surface (for example, `CustomMessagingSurface`). Leave `surfaceType` set to `Messaging`. ``` true false CustomMessagingSurface Messaging ``` This change detaches the file-based Messaging surface and attaches your customizable Messaging surface in its place. ## Step 3: Create the Customizable Messaging Surface Create an `aiSurfaces` folder in your deployment bundle. Inside it, create a file named `{the_unique_dev_name_from_step_2}.aiSurface`. The file’s developer name must match the `surface` value you set in Step 2. The customizable surface must include all four out-of-the-box Messaging response formats so that standard Messaging behavior continues to work. ``` Customizable Messaging connection Do not use any of the SURFACE_ACTION__* response formats when none of the instructions below are met. 1 Do not use the below instructions when the response contains more than 10 choices. 2 Do not use any of the SURFACE_ACTION__Messaging* type formatting when the response contains only a single, text-only choice and does not include images or URLs. 3 Messaging true SurfaceAction__MessagingChoices true SurfaceAction__MessagingChoicesWithImages true SurfaceAction__MessagingRichLink true SurfaceAction__MessagingTimePicker SurfaceAction__Messaging Messaging ``` For each custom messaging component you want the agent to use, add a `responseFormats` entry that references the developer name of your custom `AiResponseFormat`. ``` true Messaging_Form_Messaging_Component ``` ## Step 4: Create the Custom AiResponseFormat Create an `aiResponseFormats` folder. Inside it, create a file named `{FormatDevName}.aiResponseFormat` for each custom messaging component. This example defines a form messaging component. The `input` field references a deployed messaging component by developer name (or ID) using the `MessageDefinition` template schema. Set `input_strategy` to `use_template` so that the agent populates the template instead of generating raw JSON. ``` A response action. Use this when the user wants to create a case. The user is presented with rich UI. {"template":{"messageType":"FormMessage","id":"{{ uuid4() }}","form":{"formatType":"MessageDefinition","messageDefinitionNameOrId":"Create_Case_Form"}},"input_strategy":"use_template"} Always use this response format to create a case. 1 Messaging Form Messaging Component ``` ## Form Template Schema Use this template schema for form messaging components. The `input` field on the `AiResponseFormat` must be a single-line, JSON-encoded string. The expanded version here is shown for readability only. ``` { "template": { "messageType": "FormMessage", "id": "{{ uuid4() }}", "form": { "formatType": "MessageDefinition", "messageDefinitionNameOrId": "Create_Case_Form" } }, "input_strategy": "use_template" } ``` | Field | Description | | --- | --- | | `template.messageType` | The messaging component type. Use `FormMessage` for form components. | | `template.id` | A unique identifier for the message. Use `{{ uuid4() }}` to generate one at run time. | | `template.form.formatType` | The reference type for the component. Use `MessageDefinition` to reference a deployed messaging component. | | `template.form.messageDefinitionNameOrId` | The ID or developer name of the deployed messaging component that the agent renders. Replace it with your component’s value. | | `input_strategy` | Set to `use_template` so that the agent populates the template instead of generating raw JSON. | ## Step 5: Create the package.xml File Create a `package.xml` file at the root of your deployment bundle that declares all three metadata types. ``` * AiResponseFormat * AiSurface * GenAiPlannerBundle 66.0 ``` ## Step 6: Deploy Deploy the metadata with Salesforce CLI. ``` sf project deploy start --manifest metadataToDeploy/package.xml ``` You can also deploy with your preferred Metadata API tool. If you deploy incrementally, deploy `AiResponseFormat` entities before `AiSurface` entities, because the surface references the response formats. ## See Also - [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.") - [Enhanced Web Chat](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html) - [Set Up a Custom Connection](https://developer.salesforce.com/docs/ai/agentforce/guide/custom-connections.html) - [Response Format Examples for Custom Connections](https://developer.salesforce.com/docs/ai/agentforce/guide/custom-connections-response-formats.html) # Add Data Capture Flows to the Field Service Mobile App After creating Data Capture flows, define how to show them in the Field Service mobile app by adding a Forms tab to the parent record, or defining the flow as a quick action. ### Required Editions
Available in: Lightning Experience in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To test Data Capture flows in the mobile app:

Lightning SDK for Field Service Mobile. See Move to Lightning Data Service for Field Service Mobile.
To create and delete Data Capture flows and prime subflows for offline work: Manage Flows
To create quick actions and add them to page layouts: Customize Application
## Add Flows to the Forms and Related Tabs in the Field Service Mobile App Mobile workers can access Data Capture flows from the Work Order Overview page, or from a service appointment, work order line item, timesheet, or service resource. 1. By default, the page layout for work orders, work order line items, and service appointments contains a Forms section. If you create your own page layout, add a Forms section. 1. From the object management settings for work orders, work order line items, or service appointments, go to **Page Layouts**. 2. Open the page layout where you want the tab to appear. 3. Click **Related Lists**, and drag Forms to the Related Lists section. ![Page Layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_page_layout.png) 2. Add the flow you created to the Forms section. 1. From the App Launcher, find and select **Field Service**. 2. Select **Work Orders** or **Service Appointments**, or find and select **Work Order Line Items**. 3. Open the relevant record and select **Related**. 4. Click **New** in the Forms section. ![Page Layout New Form](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_sa_new_form1.png) 5. Enter a name and define the parent record. 6. For Action Definition, enter the name of the flow you created. ![New Form](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_new_form1.png) 7. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can automate this procedure by creating a record-triggered flow that automatically associates your form to a parent record when that record is created. See [Triggers for Autolaunched Flows](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_trigger.htm&language=en_US). 3. Test the form in the Field Service mobile app. Make sure that the mobile app has the latest version installed. 1. Open the record where you added the form. 2. If you added the form to a work order, from the Work Order Overview page select **Forms**. 3. If you added the form to a service appointment or work order line item, select **Related**. 4. Complete the form. ## Add Flows to the Action Launcher in the Field Service Mobile App Define flows as actions so your mobile workers can quickly open them from the action launcher when viewing service appointments, work orders, work order line items, assets, or custom objects. To make sure custom objects are available to mobile workers when working offline, add the object to the [briefcase](https://help.salesforce.com/s/articleView?id=platform.briefcase_builder_overview.htm&language=en_US). 1. By default, the page layout for work orders, work order line items, and service appointments contains a Forms section. If you create your own page layout, add a Forms section. 1. From the object management settings for work order, work order line item, service appointment, asset, or custom object, go to **Buttons, Links and Actions**. 2. Click **New Action**. 3. For Action Type, select **Flow**. 4. Select the flow that you created and enter a name. 5. Save your changes. ![New Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_new_action.png) 2. Define the action as a quick action. 1. Select **Page Layouts**, and open the page layout you want to add the new action to. 2. Click **Mobile & Lightning Actions**, and drag the action you created to Salesforce Mobile and Lightning Experience Actions. ![Page Layout Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_page_layout_lightning.png) 3. Test the form in the Field Service mobile app. Make sure that the mobile app has the latest version installed. 1. Open the record where you added the quick action. 2. Tap the action in the action launcher. 3. Complete the form. ## Launch Data Capture Flows from External Apps with Cleared Fields Add a parameter to deep links that launch Data Capture forms so that technicians see a blank form each time. When launching a Data Capture form from an external app via a deep link, you can ensure that the form opens with all fields cleared by including the fsl\_\_restart=true parameter. This parameter is useful when you want technicians to start with a blank form for each session, rather than having previously entered values persist from the prior launch. Add the fsl\_\_restart=true parameter to the deep link URL that launches your Data Capture form from the external app. Example deep link with the parameter: ``` https://{orgURL}/lightning/n/{flowName}?fsl__restart=true&recordId={recordId} ``` Replace {orgURL} with your Salesforce org URL, {flowName} with the API name of your Data Capture flow, and {recordId} with the ID of the record associated with the form. When technicians follow the deep link with this parameter, the form opens without values from the previous session. ## Add Flows to Work Steps Define flows to open from a work step when the mobile worker completes the step. There are two ways to add flows to work steps: - Manually add the flow to individual work steps, associate the work step with a work plan, and add the plan to a work order. - Create a work plan selection rule, a work plan template, and a work step template that contains the flow. When a work order meets certain conditions, the work plan, work step, and flow, are automatically related to the work order. The rules and templates are reusable. ### Prerequisites Define the security level for work steps. 1. From Setup, open the Object Manager. Then, find and select **Work Step**. 2. From Fields & Relationships, select **Process Type**. 3. Click **Set Field-Level Security**. 4. Select **Visible** for the relevant user profiles. 5. Save your changes. 6. Click **View Field Accessibility**. 7. From the dropdown, select **Process Type**. 8. Next to the relevant profile, click **Hidden**. 9. Select **Visible**, and then click **Save**. 10. Log out of the mobile app, and then log in again. ### Add Flows to Work Steps Manually 1. In Field Service, select **Work Orders** and open the work order where you want the flow to appear. 2. Create a work plan. 1. Select the **Related** tab. 2. Scroll to Work Plans and click **New**. 3. Enter a name. 4. Save the work plan. 3. Add a step to the work plan. 1. Open the work plan. 2. Select the **Related** tab. 3. Scroll to Work Steps and click **New**. 4. Select the work plan you created from the Work Plan list. 5. From the Action Definition list, select the flow you created. 6. Save the work step. 4. Test the form in the Field Service mobile app. 1. Assign the work order to the mobile worker. 2. Log into the mobile app as the mobile worker and refresh it. 3. Open the work order and select **Work Plans**. 4. Locate the work plan and work step that you created. 5. From the action menu, select **Complete** and make sure that the flow opens. ### Add Flows to Work Steps By Using Selection Rules and Templates 1. In Setup, find and select **Work Plans**. 2. Select **Generate Work Plans and Work Steps from templates and selection rules**. 3. Create a [work plan template](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_manage_work_step_templates.htm&release=264.0.0&type=5 "Manage the work plan template entries that store the work step templates associated with your work plan template."). Make sure that you select **Active**. ![Work plan template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_work_plan_template.png) 4. Open the template that you created and select **Related**. 5. From Work Plan Template Entries, select **New**. Each entry you create becomes a work step. 6. Create a new work step template. 1. From Work Step Template, select **New Work Step Template** 2. For Action Definition, select the flow you created. 3. Select **Active**. 4. Save the work step template. ![Work Step Template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_work_step_template.png) 7. Create a work plan selection rule to relate to the work plan template. This rule defines when to use the template. See [Create Work Plan Selection Rules](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_selection_rules.htm&release=264.0.0&type=5 "Add selection rules to automate how work plans are assigned to work orders."). 1. From the App Launcher, find and select **Work Plan Selection Rule**. 2. Click **New**. 3. Select the Work Plan template that you created. 4. Select **Active**. 5. Define the conditions to activate the template. For example, to activate the template for a work order containing a specific asset, add the asset to the Asset field. 6. Save the rule. ![Work Selection Rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_selection_rule_standard_screen.png) 8. In Field Service, select **Work Orders** and open the work order where you want the flow to appear. 9. Click **Generate Work Plans**. The template is added to the work plans assigned to the work order. 10. Test the form in the Field Service mobile app. 1. Assign the work order to the mobile worker. 2. Log into the mobile app as the mobile worker and refresh it. 3. Open the work order and select **Work Plans**. 4. Locate the work plan and work step that you created. 5. From the action menu, select **Complete** and make sure that the flow opens. # Add Data Categories to Category Groups Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view the Data Categories page: View Data Categories in Setup
To create, edit, or delete data categories: Manage Data Categories
Administrators can create data categories for Salesforce Knowledge articles, questions in a zone, or ideas to classify and find articles, questions, or ideas. You can also use data categories to control access to articles, questions, and ideas. By default, you can create up to 100 categories in a data category group and have up to 5 levels in a data category group hierarchy. To request more categories or hierarchy levels, contact Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note On the Answers tab, only first-level data categories display. Therefore, when creating data categories for a portal or community, ensure that the categories you want visible have a sibling relationship and not a parent-child relationship. 1. From Setup, enter Data Category in the Quick Find box, then select **Data Category Setup**. 2. Click the category group name. 3. Click a category that is directly above where you want to add a category (a parent), or at the same level (a sibling). 4. Click **Actions**, then select an action: **Add Child Category** or **Add Sibling Category**. 5. Enter a category name up to a maximum of 40 characters. If possible, Salesforce automatically reuses the name you entered as the Category Unique Name, a system field which the SOAP API requires. 6. Click **Add**. Alternatively, press Enter. 7. Click Save. Save your changes frequently. The more actions you perform before clicking Save, the longer it takes to save. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip By default, all Salesforce Knowledge users and zone members can see all categories within an active category group. You can [restrict category visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_modify.htm&release=264.0.0&type=5 "You can edit your data category visibility.") after you have set up your data categories to ensure that users only access articles and questions that you want them to see. # Add Data Categories to Your Site Make your data categories available in your LWR Service Catalog to provide an intuitive site indexing of all your catalog items, categories, and their hierarchies. ### Required Editions
View supported editions.
User Permissions Needed
To build and configure Service Catalog site pages and components:

Service Catalog User and Data Categories Builder permissions sets

AND

Manage Data Categories and Create and Setup Experiences system permissions
1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Service Catalog site, click **Workspaces**. 3. From Workspaces, select **Data Categories (Beta)**. 4. From the Data Categories page, select the categories you want available in your Service Catalog site. 5. Save your work. 6. Click the builder icon, and then select **Builder**. Experience Builder opens. #### See Also - [_Salesforce Help_: Create a Data Cateogry Group](https://help.salesforce.com/s/articleView?language=en_US&id=sf.svc_dc.htm&type=5) - [_Salesforce Help_: Work With Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&type=5&language=en_US) # Add Decline Reasons Add reasons why a rep can decline work items. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
1. From Setup, in the Quick Find box, enter Presence Decline Reasons, and then select **Presence Decline Reasons**. Then click **New**. 2. Enter the reason name and developer name. 3. Click **Save**. To let reps specify why they decline a work item, add the decline reasons to their presence configuration. # Add Dynamic Content to Messaging Components When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
Formulas fall into two categories: formula templates and sObject formulas. You can use both to customize different parts of a messaging component. - Formula templates consist of a text body with possible merge fields. When a message that includes a formula template is sent, the merge fields are replaced with contextual information such as an order number or customer name. Use formula templates to customize the Text version of a messaging component. - sObject formulas are object-specific formulas that create field values based on contextual data. Use sObject formulas to customize any supported format of a messaging component except for Text. Formula templates and sObject formulas can contain both plain text and contextual data from a data source. Two types of data sources are supported: constants and parameters.
Data Source Definition How to Reference
Constant Metadata that is defined as part of the messaging component. Constants support multiple data types, including text, URL, and image.

$Constants.<constant_name>

In this syntax, replace <constant_name> with the name of a constant. For example: $Constants.Title
Parameter Metadata that is defined as part of the messaging component, with the data that it contains provided dynamically when a message is rendered. Parameters support the same data types as constants and references to records such as cases or products.

$Parameters.<parameter_name>

In this syntax, replace <parameter_name> with the name of a parameter. For example: $Parameters.MyCaseParam
- **[Customizing Messaging Components with Formula Templates](https://help.salesforce.com/s/articleView?id=service.messaging_components_formula_templates.htm&release=264.0.0&type=5)** When you create a messaging component, you can add and configure one or more formats to control the component’s appearance in different Messaging channels. The default format of messaging components is Text, which is a plain text version of the component. - **[Customizing Messaging Components with sObject Formulas](https://help.salesforce.com/s/articleView?id=service.messaging_components_sobject_formulas.htm&release=264.0.0&type=5)** Use sObject formulas to control the way that your messaging components appear in any non-Text format. - **[Supported Functions in Messaging Component Formulas](https://help.salesforce.com/s/articleView?id=service.messaging_components_formula_functions.htm&release=264.0.0&type=5)** Before you customize components in the Messaging Component Builder, review which functions are and aren’t supported. # Add Dynamic Images to Messaging Components If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
When a service rep or bot sends a messaging component with dynamic images, Salesforce provides the right images based on parameters that you set. For example, in a list of the customer’s three most recently purchased products, show an image of each product next to the product name. Or in an enhanced link messaging component, show a URL and image that vary depending on the season or the end user’s location. Images can be provided as Image ID parameters or URL parameters, depending on how your image is stored in Salesforce. Alternatively, define images using an sObject formula. ## Provide Images via an Image ID Parameter Here are the high-level steps to add dynamic images to messaging components with image ID parameters. ![Steps to add dynamic images: Create messaging component, add component formats, upload images, create custom parameter to provide image, set component format properties to reference parameter, create flow, add flow to Service Console, and agent runs flow to send component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_params_1.png) Let’s walk through these steps to create an enhanced link messaging component with a dynamic image. 1. Create the messaging component in Setup. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**. 3. Complete the flow to create your enhanced link. Because an image is required, upload a generic image. When the component is created, the Messaging Component Builder opens. 2. Add one or more [supported formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.") to the component. 1. From the Details tab in the Messaging Component Builder, click **Add Format** and select a format, such as Rich Link. 2. For each format that you add, click its name in the navigation menu and check the properties pane to see how many images you can include. Look for properties with “Image” in the title. The Rich Link format has one image property. ![Rich Link format with Image Configuration property highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_params_2.png) 3. In a separate browser tab, prepare the images that you plan to use in your messaging component. Upload them as files or assets, or store them in a custom field that contains a URL leading to the image. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you save the images as files or assets, perform a query from the Salesforce Developer Console to gather the image ID of the associated ContentVersion or ContentAsset record. You can then reference this ID in your flow. ContentVersion IDs start with `069`, while ContentAsset IDs start with `03S`. In this example ContentVersion URL, the ID is 0691Q00000YOjliQAD: `https://yourwebsite.com/lightning/r/0691Q00000YOjliQAD/view`. 4. Back in the Messaging Component Builder, create a custom parameter to provide the link image. 1. From the Parameters tab, click **New** in the Custom Parameters section. You can add up to 5 custom parameters. 2. Enter a name and API name, and select **ImageId** as the type. 3. Select **Required** if the parameter must be provided for the component to be sent. The flow to insert the component fails if it doesn’t provide this parameter. 4. Leave **List** deselected. Image parameters can’t be lists. ![Parameters tab with custom parameters highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_params_4.png) 5. Update each format’s image properties to use image parameters. 1. Click a format name in the navigation menu, such as Rich Link. 2. For each image property, select the **Parameters** type and select an image parameter. If you don’t want to include an image, leave the type as None. ![Image Configuration property with Parameters type and an image parameter selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_params_5.png) 6. On the Flows page in Setup, create a screen flow that service reps can run to send the messaging component to a customer. While flows are highly customizable, refer to these steps for guidance. 1. Create a text variable named recordId and make it available for input. This resource stores the ID of the messaging session. 2. Create a second text variable named imageId and make it available for input. This resource stores the ID of the image asset. 3. Add a screen containing an Enhanced Message component. 4. In the inputs section of the Enhanced Message component, enter your recordId variable as the Messaging Session ID and select the messaging component. 5. In the custom parameters section of the Enhanced Message component, select the custom imageId parameter and imageId variable. ![Enhanced Message component in a flow with Configure Custom Parameters section highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_params_6.png) 6. Add other flow logic to define when a particular image is used. For example, use a decision element paired with assignment elements to populate the imageId variable with a specific ContentVersion ID based on the user’s location. Or, add a Get Records screen that retrieves a ContentVersion or ContentAsset record matching your criteria. 7. Save, debug, and activate your flow. 7. Add the flow to your Messaging Session page layout. See [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). 8. To send the messaging component in a messaging session with its images populated, the service rep runs the flow in the Service Console. ## Provide Images via a MESSAGINGIMAGE Formula On some image properties on messaging component formats, the Type field on the image property doesn’t show Parameter as an option. In these properties, you can instead provide the image dynamically with a `MESSAGINGIMAGE` formula.  A `MESSAGINGIMAGE` formula transforms an image URL into an image in a messaging component. It contains two parameters. - The `imageUrl` parameter defines the custom object field containing the image URL. - The `mimeType` parameter defines the content type, such as jpeg, jpg, or png. The formula takes this format: `MESSAGINGIMAGE(imageUrl, mimeType)`. Here’s a simple example formula from an image property on the List Selector format: `MESSAGINGIMAGE(Image__c, “image/jpeg”)` ![Image Configuration option with type Formula and the example formula provided](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_formula_1.png) The button text is provided via a standard parameter, shown in the Button Configuration section. The accompanying flow can then define which records are shown as list options, while the `MessagingImage` formula transforms each record’s image URL into the image shown with the list option. # Add Einstein Classification Apps to the Service Console To show Einstein’s predictions to service reps, add the Einstein Field Recommendations component to the Lightning Service Console. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
1. In the Lightning App Builder, open the case record page, chat transcript record page, or a custom page where you want to show predictions from Einstein Case Classification or Einstein Case Wrap-Up. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note We recommend adding Case Wrap-Up to the Chat Transcript record page and Case Classification to the Case record page. 2. Drag the Einstein Field Recommendations component onto the page. 3. Select **Case Classification** or **Case Wrap-Up** as the type. 4. Select an update action to replace the default Update Case action. The update action’s layout determines which fields appear in the component. To see recommendations for those fields, we recommend you add all your prediction fields to the layout of the custom Case update Quick Action. For prediction fields that are dependent on another field, we recommend that you include the parent field as well. ![Adding the component to the console layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_component_setup.png) 5. Optionally: - Add a custom header label to replace the default header. - Add a filter to control when the component is visible. 6. Save your changes. If your service reps use Einstein Case Classification in Salesforce Classic, to show predictions in the Service Console: 1. [Add a sidebar](https://help.salesforce.com/articleView?id=console2_components_create_page_layouts.htm&language=en_US) and select **Einstein Case Classification Recommendations** as the Type. 2. To avoid horizontal scrolling, make the width of the sidebar at least as wide as most of the picklist or lookup field values. #### See Also - [Create Object-Specific Quick Actions](https://help.salesforce.com/articleView?id=creating_object_specific_actions.htm&language=en_US) - [Action Layout Editor](https://help.salesforce.com/articleView?id=action_layout_editor_about.htm&language=en_US) - [Set Up and Work with Service Console](https://help.salesforce.com/articleView?id=support_console.htm&language=en_US) # Add Enhanced Summaries Component to the Case Record Page To use the Enhanced Summaries for cases in the Service Console, add the Enhanced Summaries component to the Case record page. ### Required Editions
View supported editions.
User Permissions Needed
To set up and manage Enhanced Summaries:

View Setup

AND

Customize Application

AND

Enhanced Summaries User permission set
1. From Setup, in the Quick Find box, enter and select **Lightning App Builder**. 2. Edit the Case record page. 3. In the Lightning App Builder, go to the Components tab, search for the Enhanced Summaries component. Then, drag the component to where you want it to appear on the Case page. 4. Save the page. 5. Activate the Lightning Case record page, if applicable. # Add Entitlements to Your Page Layouts Add entitlements fields to your Incident page layouts. ### Required Editions
View supported editions.
1. From the object management settings for incidents, go to Page Layouts. 2. Select **Incident Layout**. 3. Add the Entitlement, Entitlement Process Start Time, Entitlement Process End Time, Incident Closed, Incident Paused, Incident Paused Since, and Milestone Status fields to Incident Details. ![Incident page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_incident_page_layout.png) 4. Save your changes. 5. Select **Fields & Relationships**. For each of the fields added to the Incident page layout, make sure that field-level security is set to **Visible to the user profiles of your choice**. # Add Excerpts to an Intent from an Einstein Conversation Mining Report If you have an intent set and want to add excerpts to an intent, you can move them directly from Einstein Conversation Mining. ### Required Editions
View supported editions.
1. Select a report and click the summary name of a topic. 2. Select some excerpts, click the dropdown next to New Intent, and then select **Add to Existing Intent**. 3. Select your intent set and intent. 4. Save your changes. # Add Field Permissions for Mobile Users Give mobile users read access to fields on the Service Appointment object. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To add field permissions: Customize Application
1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Open the permission set used for mobile users. 3. From Apps, click **Object Settings**. 4. Open the **Service Appointments** object. 5. Click **Edit**. 6. Give Read access to the **Bundle**, **Bundle Member**, and **Related Bundle** fields. 7. Save your changes. # Add Field Service Shifts Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends. - **[Create Flexible Work Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create.htm&release=264.0.0&type=5)** Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from day to day or week to week so that you can assign workers for time periods that don’t follow a rigid pattern, such as rotating on-call duties or occasional overtime. - **[Create Shifts from a Pattern](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_from_pattern.htm&release=264.0.0&type=5)** In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service territory and resource to quickly prepare the schedule. #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") # Add Flexibility and Power with Enhanced Chat Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience. ![Enhanced Chat banner image.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_main_banner.png)

Start

Get Started

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Trailblazer Community: Enhanced Chat

What’s Enhanced Chat?

Enhanced Chat FAQ

Lifecycle of a Messaging Session

Enhanced Chat releases continually. Check out new features here.

Gears

Enable

Plan for Enhanced Chat

Create a Synchronous Chat Experience in Enhanced Chat

Quickly Set Up Enhanced Chat v1 or v2 for Testing

Optimize Enhanced Chat v1 Setup

Chat with the Salesforce Mobile App

Wrench

Increase Productivity

Trailhead: Optimize Enhanced Chat

Cookbook for Enhanced Chat

Increase Enhanced Chat and Enhanced Messaging Productivity

Code

Develop

Web Developer Guide

In-App Developer Guide

iOS Examples & Reference

Android Examples & Reference

Learn

Migrate from Legacy Chat

Trailhead: Migrating from Legacy Chat to Enhanced Chat

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Replace Legacy Chat with Enhanced Chat

Compare Enhanced Chat Capabilities to Legacy Chat Capabilities

Use the Migration Tool to Move from Legacy Chat to Enhanced Chat

  
- **[What’s Enhanced Chat?](https://help.salesforce.com/s/articleView?id=service.reimagine_miaw.htm&release=264.0.0&type=5)** Enhanced Chat provides your customers with a personalized messaging experience from your mobile app or website to the Service Console. - **[Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&release=264.0.0&type=5)** Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience. - **[Optimize Enhanced Chat v1 Setup](https://help.salesforce.com/s/articleView?id=service.miaw_optimize_setup.htm&release=264.0.0&type=5)** After completing basic setup, choose to add user verification, custom labels, branding, pre-chat and more to your Enhanced Chat v1 deployment. - **[Optimize Enhanced Chat v2 Setup](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_optimize_setup.htm&release=264.0.0&type=5)** Add customizations and features to Enhanced Chat v2 for better look, experience and performance. - **[Set Up Write with AI](https://help.salesforce.com/s/articleView?id=service.miaw_set_up_write_with_ai.htm&release=264.0.0&type=5)** Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI. - **[Server-Sent Events for Real-Time Messaging](https://help.salesforce.com/s/articleView?id=service.miaw_sse_for_real_time_messaging.htm&release=264.0.0&type=5)** Understand how our platform uses Server-Sent Events (SSE) to push data directly to a user's browser in real time. Learn why network security tools sometimes flag and block SSE connections. - **[Translate Chats Dynamically Using the Messaging User Language](https://help.salesforce.com/s/articleView?id=service.miaw_translate_chats_using_messaging_user_language.htm&release=264.0.0&type=5)** Salesforce Enhanced Web Chat uses the Messaging User Language field on the Messaging End User record to drive real-time chat translations. The conversation's translation language automatically aligns with the customer's identified locale. If a customer requests to switch languages mid-conversation, support reps can update the language field to instantly update the translation tool without disrupting the chat session. You can control the field-level security of the Messaging End User Language field to determine which users have access to it. - **[Cookbook for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_cookbook_1.htm&release=264.0.0&type=5)** Check out our recipes for optimizing Enhanced Chat to see if one fits your use case. - **[Flow Recipes for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_recipes.htm&release=264.0.0&type=5)** Design Omni-Channel Flows to accomplish your Enhanced Chat use case. # Add Flows to the Field Service Mobile App Guide your team through mobile flows in which they can view information, create and update records, and trigger input-based actions. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
To run flows from the app: Run Flows
One quick and recommended way to accelerate adding flows is by installing the optional, and free, [Field Service Starter Kit](https://appexchange.salesforce.com/listingDetail?listingId=a0N3u00000ONhw2EAD&tab=e). The Starter Kit is a Salesforce Labs managed package containing Flow Templates that you can enable and use immediately or customize to tailor fit to your company’s specific use case. The kit contains 13 features that you can easily install and test in a sandbox environment and roll out to your users. The features are grouped into three families – Status-Based features, Mobile Notifications, and General Flows. The Starter Kit is a great way to get started adding flows to Field Service. See the [Field Service Starter Kit Simple Implementation Guide](https://appexchange.salesforce.com/partners/servlet/servlet.FileDownload?file=00P4V00000rVdtGUAS) for a good introduction to the features in the kit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Salesforce Labs solutions like the Salesforce Field Service Starter Kit app aren’t official Salesforce products and don’t have Salesforce official support. The [Field Service Starter Kit group](https://trailblazers.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F94S000000Gy9I) on the Trailblazer Community is the place to post your questions and get answers. But, before you begin, learn how to build flows and connect them to the Field Service Mobile app. - **[Considerations for Using Flows in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_considerations.htm&release=264.0.0&type=5)** Review flow considerations before using flows in the Field Service mobile app. - **[Build Flows for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5)** Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder. - **[Connect a Flow to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_connect.htm&release=264.0.0&type=5)** You can set up an app extension that connects a flow to the Field Service Mobile App. # Add Functionality to the Case Feed in Salesforce Classic Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes. ### Required Editions
View supported editions.
User Permissions Needed
To create and send actions: Customize Application
To add custom console components: Customize Application
To edit Case Feed settings or support settings:

Manage Cases

AND

Customize Application
To create and edit profiles and permission sets: Manage Profiles and Permission Sets
To enable default email templates: Customize Application
To create approval processes: Customize Application
## Add Custom Actions in Case Feed Include custom actions in the Case Feed publisher to give support reps easy access to the additional tools and functionality they need when working with cases. Actions in Case Feed let support reps perform tasks like emailing customers, writing case notes, and changing the status of a case. Using Visualforce pages, you can create custom actions that offer support reps more functionality. For example, you create a Map and Local Search action that lets support reps look up the customer's location and find nearby service centers. You can use any Visualforce page that uses the standard case controller as a custom action. If you've opted to use the advanced page layout editor to configure the publisher for a Case Feed layout, see [Case Feed Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5 "When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page.") for instructions on adding actions. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you're working with. 1. For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. 2. For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose **Edit feed view**. (This section appears only for organizations created before Spring '14.) 3. Click **\+ Add a Visualforce Page** in the list of custom actions. 4. Select the page you want to add as an action. 5. Specify the height of the action in pixels and click **Save**. ## Add Custom Components to Case Feed Use Visualforce pages as custom components in Case Feed to give support reps easy access to special tools or functionality while they're working with cases. For example, you create a map component that lets support reps see where a customer is located, or a tool that support reps can use to look up the products related to cases they're working on. You can use any Visualforce page that includes the standard case controller as a custom component. After you've created a Visualforce page to use as a custom component, add it to the Case Feed layout. 1. How you access the Case Feed Settings page depends on what kind of page layout you're working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit feed view. (This section appears only for organizations created before Spring '14.) 2. In the Other Tools and Components section, click **\+ Add a Visualforce page** and choose the page you want. The width of the component is determined by the width of the column it's in. To make the component look best, we recommend setting the width to 100%. 3. Set the height of the component. 4. Choose where you want the component to appear on the page. Components in the right column are hidden when suppprt reps view the Case Detail page, so use the left column for any components you want to be accessible all the time. ## Add Global Actions and Custom Quick Actions as Components to the Console Sidebar You can add global actions and custom quick actions as components to the Service Console sidebar, so support reps can create records, update case info, search for related info, and link to parent records—all without ever leaving the current tab. You can use quick actions to replace the Case Detail Page, so support reps can see case-related information, such as contacts and assets, in their main workflow. 1. Create the global action (for the Create action) and the custom quick action (for the Update action). Create actions must be global quick actions. Update actions must be object-specific quick actions that are based on the lookup field object type. For example, to update a contact lookup field, you must have a contact-specific update action. 2. Add the actions as components to the case page layouts so that the quick actions are available for your support reps to use. 1. From Setup, enter “Case” in the Quick Find box, then select **Page Layouts**. 2. Select the page to which you want to add the quick actions and click **Edit**. 3. In the Case Layout page, select **Custom Console Components**. 4. Go to the Sidebar section where you want to add the component (for example, go to the Left Sidebar section). 5. For Type, select **Lookup**. 6. For Field, select the related field that the quick action acts on. 7. Select **Enable Linking** to allow support reps to search for a record and link it to a related record. For example, a support rep can link a contact name to a case. 8. For Create Action, select the global action that creates a record. For example, a global action can create a contact. 9. For Update Action, select the quick action the updates a record. For example, a quick action can update a field on the contact. 10. Click **Save**. ## Enable Email Drafts for Cases Draft emails let support reps who use the case feed write and save messages without having to send them immediately. This option makes it possible to implement approval processes so messages can be reviewed by supervisors or senior support reps before they’re sent to customers. Before enabling email drafts, set up [Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&type=5&language=en_US). In Salesforce Classic, you must also enable [Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_setting_up.htm&type=5&language=en_US). 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit**. 3. Select Enable Email Drafts. 4. Click **Save**. Keep in mind these considerations. - Salesforce Classic: Changes to fields other than To, From, CC, BCC, and Subject in the Email action aren’t saved when a message is saved as a draft. If you plan to use draft emails, we recommend removing any additional fields from the Email action. - Lightning Experience: If you plan to use private email drafts, we recommend removing any additional fields from the Email action. Changes to custom email message fields aren't saved immediately. However, when a standard field is modified, the previous custom field changes are also saved. If you enable email drafts, then the popout-to-docked view button is disabled in the email composer toolbar. - Email drafts are supported only from a case’s Send Email quick action and aren’t available from the email composer. - Email approval limitations don’t apply to sending emails from the email composer or from other objects. - If Email Drafts is enabled for Case, the delete icon, refresh button, and popout icon are removed from the email composer. ## Enable Default Email Templates in Case Feed Use default email templates in Case Feed to give support reps easy access to the templates they need based on the types of cases they're working on. Before you can enable default email templates, you must create text, HTML, or Visualforce templates, and create an Apex class that contains template selection logic. Default email templates make it easy for support reps to respond to customers more quickly, more accurately, and with greater consistency. The email templates are preloaded, so support reps don't need to browse for the templates they need before writing an email. You can create as many templates as needed and assign them based on your company's needs. For example, if your support center handles issues related to multiple products, you can create a specific template for each product and preload the appropriate template based on a case's origin, subject, or other criteria. 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit**. 3. Select Enable default email templates. 4. Choose the Apex class that contains your template selection logic. 5. Click **Save**. ## Create Approval Processes for Email Drafts Approval processes determine how your organization handles draft email messages—specifying, for example, which messages require approval and whether approvers are automatically assigned. Create customized approval processes based on your company's needs. 1. [Enable draft emails](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5 "Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes."). Though you can create approval processes for email messages without this step, those processes aren’t triggered until your organization has email drafts available. You can’t use email draft approval processes in Experience Cloud sites. 2. [Create a send action](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5 "Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes."). Send actions ensure that email messages are sent after they’ve been approved. 3. Create approval processes. Be sure to choose Email Message from the Manage Approval Processes For: dropdown list. 4. To give certain users, such as senior support reps, the ability to choose whether to submit an email message for approval or simply send the message, assign them to a profile that has the Bypass Email Approval permission selected. If you use Apex to create customized approval processes for email message drafts, the from address in the message defaults to the organization-wide address instead of the user’s email address. To set an Email-to-Case routing address as the from address, define an organization-wide address that matches the Email-to-Case routing address. ## Create Send Actions for Email Approval Processes Use send actions to save your support reps time by ensuring that email messages are sent automatically at the end of an approval process. Send actions are available only in organizations that have email drafts enabled. 1. From Setup, enter Send Actions in the Quick Find box, then select **Send Actions**. 2. Click **New Send Action**. 3. Select Email Message from the object dropdown list. 4. Enter a unique name for the action. 5. Optionally, enter a description for the action. 6. Click **Save**. After you create a send action, create an approval process that includes it. ## Highlight Externally Visible Feed Items in Case Feed You can mark feed items in the case feed that are visible to external users. That way support reps can easily distinguish between feed items that are visible to your customers and ones that are visible only to internal users, like support reps. By default, the case feed doesn’t distinguish feed items according to who can see them. To mark this distinction, enable both the Highlight Externally Visible Feed Items and Enable Experience Case Feed settings. After the settings are enabled, the following types of posts are marked as publicly visible in the case feed: - Public emails sent to or received from the email address for a case contact - Public case comments - All social posts, such as Facebook posts - Questions escalated from Experience Cloud sites - Tasks that have the All with Access or Public settings - Events that have the All with Access or Public settings - Chatter posts that have the All with Access or Public settings - Logged Calls If you only enable Highlight Externally Visible Feed Items, then only email feed items that are sent to, or received from, the email address for a case contact are marked. ![Case feed with externally visible feed items marked](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_mark_publically_visible_feed_item.png) To mark your case feed items, complete the following steps. 1. Enable the Highlight Externally Visible Feed Items setting. 1. From your object management settings for cases, go to Page Layouts. 2. Select the feed-based page layout that you want to edit, and click **Edit**. 3. Scroll to the Feed View settings and select Highlight Externally Visible Feed Items. 2. Enable the Enable Experience Case Feed setting. 1. From Setup, enter Support Settings in the Quick Find box and click **Service** | **Support Settings**. 2. Select Enable Experience Case Feed. ## Enable Portal Reply Email Notifications in Case Feed If your org uses a portal or Experience Cloud site, support reps can use the action in Case Feed to respond to customers. Enabling reply email notifications gives support reps access to the Send Email option. 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit**. 3. Select Enable Case Comment Notification to Contacts. 4. Select a template for email notifications. 5. Click **Save**. Emails sent to external users include a link to the site. If the user receiving the email is a member of multiple active Experience Cloud sites, the link goes to the oldest active site. If the user is already logged in to a site and clicks the link in the email, the link goes to that site. If the user isn't a member of any site, the link goes to the internal org. If the user is a member of a portal and a site, the link goes to the site. # Add Global Actions to the Field Service Mobile App Add global actions to the Field Service mobile app to give your call center reps easy access to common tasks. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To create actions and modify publisher layouts: Customize Application
1. From Setup, in the Quick Find box, enter global actions, and select **global actions**. Add an action. 2. From Setup, Under Publisher Layouts, add the global action to the global layout. 3. Drag the quick action you want to add to your app into the Quick Actions in the Salesforce Classic Publisher section. 4. Click **Save**. The action is accessible from the navigation bar in the Field Service mobile app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The app only supports global actions of the types **Create a Record** and **Lightning Web Components**. Other action types aren’t supported. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Ensure the global layout is assigned to the correct role, and the global actions are assigned to the correct global layout. # Add Holidays to Operating Hours Holidays help you manage the schedule when your business is closed. Create holidays, then add the holidays to your operating hours. Scheduling and optimization processes can take your holidays into account so that work isn't scheduled. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To add holidays to operating hours: Edit on operating hours
To create holidays: Manage Business Hours Holidays
Watch the video to see how to add holidays to operating hours to reflect when your business is open. Before you start: - To use holiday operating hours, ensure that the Operating Hours Holidays related list is on the operating hours page layout. - To account for holidays during schedule optimization, Enhanced Scheduling and Optimization must be enabled in Field Service Settings. Otherwise, holidays are marked on the calendar but don’t impact scheduling. Make sure Enhanced Scheduling and Optimization is enabled for each service territory. - When scheduling recurring holidays, only the first holiday shows on the Gantt. Scheduling and optimization only accounts for the first date in the recurring holiday definition. Subsequent holidays show on the Gantt after the first holiday passes. 1. [Create holidays in Setup](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays.htm&type=5&language=en_US). 2. From an operating hours record, go to the Operating Hours Holidays related list and click **New**. 3. Search for and select a holiday, then save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note It can take a few minutes for newly created holidays to appear in the search results. 4. Repeat these steps for each holiday. ![New Operating Hours Holiday](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_holiday_add.png) #### See Also - [Set Up Support Holidays](https://help.salesforce.com/articleView?id=service.customizesupport_holidays.htm&type=5&language=en_US) - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&release=264.0.0&type=5 "Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine.") # Add Images to Messaging Components with Constants, Parameters, and Formulas Many types of messaging components can include images, such as enhanced links, forms, and questions with options. Images in messaging components give your customers helpful visual cues, reinforce company branding, and add some color—literally and figuratively—to everyday service interactions. Learn how to control which images are shown in a messaging component that a service rep or bot sends to a customer. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
## Static Versus Dynamic Images If you want a messaging component to always show the same (static) image or images, use constants to define the images. Using constants is the simplest way to include images in a messaging component. To show different (dynamic) images in a messaging component based on messaging session characteristics or other custom criteria, provide the images via parameters or sObject formulas. Adding dynamic images is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers. For example, in a list of the customer’s three most recently purchased products, show an image of each product next to the product name. Or in an enhanced link messaging component, show a URL and image that vary depending on the season or the end user’s location. ## Get Started - **[Add Static Images to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_static.htm&release=264.0.0&type=5)** If you want a messaging component to always show the same image or images, define the images in the Messaging Component Builder using constants. Standard constants are auto-created, while you create custom constants manually. - **[Add Dynamic Images to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_dynamic.htm&release=264.0.0&type=5)** If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers. # Add Items to the Channel Menu Select and customize the customer channels that will appear in the channel menu on your Salesforce site or Experience Cloud site. ### Required Editions
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
Before adding menu items, create a channel menu deployment on the Channel Menu page in Setup. 1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click the name of the channel menu you want to edit. 3. In the Menu Setup section, click **Edit**. ![The edit page for your channel menu.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channe_menu_edit.png) 4. Click the Add Item button to add up to six channels for your website. As you add each item, enter details: 1. Add a menu item name, which isn’t visible to customers. 2. Select a channel type: Call, SMS, Apple Messages for Business, Enhanced Web Chat, Facebook, WhatsApp, or Web URL. 3. Provide the phone number, URL, or active messaging channel to link the menu item to. If you have international customers, use the + symbol with a country code for your number when adding a phone channel. 4. Optionally, add a custom icon. 5. Under Advanced Settings, if you're using the [Channel Menu Reordering API](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_channel_menu_reordering.htm), deselect **Show this menu item**. Otherwise, leave it selected. 6. Optionally, hide the menu item for specific user operating systems. For example, hide Enhanced Web Chat for the mobile platform to encourage the use of mobile-friendly channels such as WhatsApp or SMS. 7. Change the order of the menu items with the up and down arrow buttons. 5. Click **Save** when all your channels have been added to the menu. ![The Menu Setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_add_channel.png) You can edit your menu items at any time. # Add IVR to Your Omni-Channel Flow in Agentforce Contact Center Manage the high volume of inbound calls and automate responses to repetitive inquiries with Interactive Voice Response (IVR). IVR lets your callers use self-service options for simple tasks like making appointments, checking balances, or resetting passwords. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To manage a recording:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
For IVR features to work as intended in your Omni-Channel flows, make sure you’ve [enabled Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US) in your org. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click the Omni-Channel flow that you want to modify. To create an Omni-Channel flow, follow [these steps](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US). 3. In the section that you want to add IVR, click ![Add a component to a flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_add_icon.png), and then select **Play Prompt**. 4. Enter a name, description, and timeout length. 5. In the Prompt section, create the [record ID](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&type=5&language=en_US) and mark it as available for input. 6. To enter text read by an AI voice profile, select **Message**. To use a prerecorded prompt, select **Media**. 7. For the text message, select a language and voice profile from the dropdown. Each language in the dropdown has a default voice profile. If you select a language and don’t select a voice profile, then the system selects the default voice profile for the language. To preview the voice profiles that are available out-of-the-box, click Preview Voice. For details on the available voice profiles in Salesforce Voice, see [Voice Profiles](https://help.salesforce.com/s/articleView?id=service.afcc_sv_voice_profiles.htm&release=264.0.0&type=5 "Engage better with your customers by customizing your IVR messages by using different voice profiles that are available out-of-the-box."). 8. You can also add language and voice profiles by using flow variables by clicking New Resource. 1. Create a variable. 2. Add an assignment before the Play Prompt invocable action that assigns a value to language and voice profile flow variables. Enter a value for the language flow variable and the voice profile flow variable based on the table in [Voice Profiles](https://help.salesforce.com/s/articleView?id=service.afcc_sv_voice_profiles.htm&release=264.0.0&type=5 "Engage better with your customers by customizing your IVR messages by using different voice profiles that are available out-of-the-box."). 3. Use the variable in the Play Prompt invocable action to create the message. 9. If you select a text message, you can have either: 1. A static text message that you can directly add. The message doesn’t contain any variables to customize it for the caller, for example, “Welcome to Astro Pop”. 2. A dynamic text message that contains variables to customize the message for your caller, for example, “Hi Dan, welcome to Astro Pop”. 10. To add a dynamic text message, add a [Get Records element](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_data_get.htm&type=5&language=en_US) before the Play Prompt element so the flow can get record details to be added in the customized text message. 11. From Prompt, create a Text Template resource and add your customized text message. For examples of customized messages with SSML, see Voice Control Options. 12. For Media prompts, select the media you want to play. . 1. To add your media to the org, follow the [instructions here](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_new_custom_media.htm&release=264.0.0&type=5 "Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time."). You can then select this media from the drop-down. 2. To understand how the media can render, click **Preview Media**. ![Preview your media.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_preview_media.png) 3. You can also use variables to add custom media. Use [an assignment element](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_assignment.htm&type=5&language=en_US) in your flow to assign custom media to a variable, Then use this variable in the Play Prompt action to add custom media. ![Use the assignment variable to add a dynamic variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_dynamic_variable_ivr.png) 13. To manage user response, from the Response Details section turn on **User Response Settings**. 1. Enter Dual-Tone-Multi-Frequency (DTMF) Response Values that match the instructions from your prompt. For more information on how to set DTMF values, see [this article](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_dtmf.htm&release=264.0.0&type=5 "At a high level, DTMF response values control whether the Play Prompt validates the caller’s DTMF input or simply captures it. The Play Prompt compares the caller’s input with the configured Response Value to decide whether to proceed or retry."). 2. Enter a minimum and maximum input value length. This value corresponds to the DTMF values. For example, if your DTMF value is in single digits, the maximum and minimum input value length is 1. 3. To let the caller end their input early, set a response delimiter. 4. To set the amount of time available to the caller to enter their input, set the response timeout. If the customer doesn’t provide any input within this duration, the system plays the IVR prompt again. 5. To set the maximum amount of time the customer has between selecting consecutive digits as input, set a digit timeout response. After this time has lapsed, the system treats any input digits as complete. 14. To give customers another chance to enter input, from the Response Retry section, turn on **User Response**. 1. To select how many chances the customer is offered to provide input, enter a Retry Count. 2. To customize the message played, select Customize retry message. Enter a static message or use flow variable to create a message. The system plays this message before repeating the main prompt. For example, “We couldn’t quite catch that.” 3. To test the message, click **Preview Voice**. 15. Save your changes. - **[Set DTMF Values](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_dtmf.htm&release=264.0.0&type=5)** At a high level, DTMF response values control whether the Play Prompt validates the caller’s DTMF input or simply captures it. The Play Prompt compares the caller’s input with the configured Response Value to decide whether to proceed or retry. - **[Voice Control Options](https://help.salesforce.com/s/articleView?id=service.afcc_sv_voice_controls.htm&release=264.0.0&type=5)** Manipulate how text is spoken using Speech Synthesis Markup Language (SSML) tags and text normalization. This helps you configure prompts that align with brand tone and clarity, while accommodating multilingual and regulated enterprise scenarios. - **[Languages and Voice Profiles](https://help.salesforce.com/s/articleView?id=service.afcc_sv_voice_profiles.htm&release=264.0.0&type=5)** Engage better with your customers by customizing your IVR messages by using different voice profiles that are available out-of-the-box. # Add Knowledge Pages to Enhanced LWR Sites Help users self-serve and find solutions quickly with the Knowledge Detail, List, and Related List pages in enhanced LWR sites. Create Knowledge pages and show users your published knowledge articles from your enhanced LWR Self-Service Portal. ### Required Editions
Available in Lightning Experience. View supported editions.
Before you add Knowledge to your Self-Service Portal: - Make sure Knowledge is enabled - Create an enhanced LWR site - Enable **Allow guest users to access public APIs** in the site’s Administration workspace, under preferences to give access to guest users 1. In Setup, from the Quick Find box, enter Digital Experiences, and then select **Sites**. 2. Find your enhanced LWR site and select **Builder**. 3. Under Pages, select **New Page**. 4. Select **Object Pages** as the page type. 5. Under Objects, select **Knowledge**. Three Knowledge pages are created: Detail, List, and Related List. ![Three new Knowledge object pages created success screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_pages_lwr.png) 6. Select **Create**. Now that your Knowledge pages are created, add components and customize them. # Add Logic to Macros in Lightning Experience To control the execution of macro instructions in Lightning Experience, add logic with the Macro Builder. Create expressions with one or more conditions, and add instructions that execute when the expression is true. ### Required Editions
View supported editions.
User Permissions Needed
To view macros: Read on macros
To create and edit macros: Create AND Edit on macros
To create and run irreversible macros: Manage Macros That Users Can’t Undo
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Before you add expressions to your macro, sketch out the logic. You can build conditional expressions using IF, ELSEIF, and ELSE blocks. You can group and nest conditions within blocks and add multiple expressions. 1. On a record page in a Lightning app, click **Macros** in the utility bar. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you see the message “This page doesn’t support macros,” check that you’re on the record page for a supported object. You can’t run macros on list views. 2. Click **+** or **Create Macro**. 3. Enter a name, description, folder, and select the object that the macro applies to. Click **Save**. 4. Click **Edit Instructions**, which opens the Macro Builder. The first instruction is added based on the object that you selected in the Apply To field. 5. Click **Add Logic**. ![Logic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_create_lex_builder_add_logic.png) An Expression Logic pane opens with an IF block. To add ELSE IF or ELSE blocks, use the Expression Logic dropdown menu (1). You can add multiple ELSE IF blocks after the IF block. 6. For each IF or ELSE IF block, configure conditions and instructions. Optionally, add an ELSE block with instructions for when the IF and ELSE IF conditions aren’t met. 1. To add a description that helps support reps understand the expression, use the dropdown menu near the block title (2). 2. Select when to take action (3). If your expression uses AND between conditions, select **All Conditions Are Met**. For example, take action when condition A is true AND condition B is true. If your expression uses OR, select **Any Conditions Are Met**. 3. To add a condition, click **Add Condition**. To add a group of conditions, click **Add Group**. You can add up to 30 conditions or groups in your expression. When you add a group of conditions, a gray block (4) outlines the grouping. For each group, select when to take action. 4. Define each condition using a field, an operator, and an optional comparison value (5). To compare a field to a value, use the operator EQUALS, DOES NOT EQUAL, CONTAINS, or DOES NOT CONTAIN. For example, Status EQUALS New is a condition for the case object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Macro Builder shows you the fields that you can use in a condition. Not all fields on every object are available. 7. Continue to add conditions, condition groups, blocks, and expressions as necessary. You can nest conditions too. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you nest conditions, we recommend that you limit nesting to three levels. Otherwise, the logic can be hard to understand when viewing or editing the macro. In addition, the more complex your logic, the longer it takes to evaluate conditions when you run your macro. 8. In each block, click **Add Instruction**, and add the instructions that execute when the conditions are met. 9. When you’re done with your macro, click **Save**. To return to the app, close the Macro Builder tab. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip After you create a macro with logic, run it to make sure that it works the way you want. Open the Macro utility, and test the macro in different conditions. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example You want to create a macro so that support reps can easily send an email when they open a new case. The email content varies according to the case priority, which matches the service response type: Gold, Silver, or Bronze. Regardless of the case status or priority, if the case is an SLA violation, the Gold level email is sent. Here’s example logic for this macro. ``` IF [(Status equals New AND Priority equals High) OR (SLA Violation equals Yes)] {Send email with 'Case under Review: Gold' content} ELSE IF (Status equals New AND Priority equals Medium) {Send email with 'Case under Review: Silver' content} ELSE IF (Status equals New AND Priority equals Low) {Send email with 'Case under Review: Bronze' content} ``` In the IF block, a condition group defines the order in which multiple conditions are evaluated. ![Example logic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_create_lex_builder_example_logic2.png) # Add Media Files Upload and manage audio files within the media library to use for your voice interactions and prompt configurations. ### Required Editions
View supported editions.
User Permissions Needed
To manage contact center media files: Agentforce Contact Center Admin (Salesforce Voice) Permission Set
1. From Setup, in the Quick Find box, enter Voice, and then select **Media Management**. 2. In the Media Library tab, click **Add Media File**. 3. Upload your file using one of the following methods: - Upload File — Click **Browse** and select a local .mp3 or .wav file. - Drag and Drop — Drag a file directly into the upload area. - sUpload via URL — Paste a publicly accessible URL to an .mp3 or .wav file. Salesforce downloads and stores the file automatically. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can upload media files up to 5MB. 4. In the Add media file page, agree with the consent. 5. After the file passes validation, enter the file metadata: - Media File Label (Required)- Enter a unique label for the file. The name is auto-populated from the file label and can be edited. Maximum 100 characters. Letters, numbers, spaces, hyphens, and underscores only. Special characters (/, \\, #, %, ?) aren't supported. The label is case-insensitive — for example, holdmusic and HoldMusic are treated as duplicates. - Language (Optional)- Select a language from the dropdown to help organize and filter files in the Media Library. 6. Save your changes. # Add Members to a Field Service Bundle After bundling appointments together, you can still add appointments as bundle members to a bundle from the Field Service Classic Dispatch Console. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To manage bundles: Field Service Dispatcher
1. To go to the Field Service Classic Dispatch Console, click the **Field Service** tab. 2. In the appointment list or on the Gantt, select one or more service appointments that you want to add to a bundle. The service appointments must be on the same day, can’t be part of a complex work chain, and can’t be pinned. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 3. From the global actions in the appointment list, select **Bundle**. Or, if you’re selecting appointments on the Gantt, right-click the appointments and select **Bundle**. 4. In the Bundle Appointments window, select **Add to existing bundle** and then select a bundle. If the selected bundle is pinned, you can’t add bundle members to it. ![Bundle Appointments window with Add to existing bundle option selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_add_to_bundle.png) 5. Save the bundle. If the bundle service appointment and members are already scheduled, adding a bundle member unschedules the bundle. This is because the backend bundling logic needs to consider new variables with the additional members, such as added duration, skill requirements, or other factors. When you reschedule the bundle appointment, the backend logic recalculates the bundle service appointment attributes based on configured bundle policies, aggregation policies, and more. # Add Members to a Swarm in Lightning Experience If resolving a customer issue requires help from others with different skills, you can add members to an ongoing swarm. Use Expert Finder to find people with the best skills, availability, and capacity. Or add people directly, by name. When you’re using Expert Finder, Omni-Channel routes invitations to the best available user with the specified skills and creates swarm member records for the case and swarm. Add swarm members by name, find them by skill with Expert Finder, or skip adding swarm members and add them later. ### Required Editions
View supported editions.
1. Start the **Add Member to Swarm** flow via Actions & Recommendations, dynamic actions, or quick actions. ![Add member modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/lex_member.png) 2. To add specific team members, select the corresponding option, and then enter their name where prompted. See [Considerations for Adding Swarm Members](https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&release=264.0.0&type=5 "Before you use Swarming, make sure you understand its limitations."). ![Add member modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/add_member_lex.png) 3. To add team members via Expert Finder, select the corresponding option, and then choose the skills needed to complete the swarm. With this option, Expert Finder uses Omni-Channel routing to find a qualified support rep with capacity to assist. The expert suppoprt rep receives a swarm member request that they can choose to accept or reject. ![Add members with expert finder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_begin_swarm_modal.png) 4. To use the flow to add more than one new member to the swarm, enter the names of the people or use Expert Finder, then repeat this step until the swarm is filled with the members you want. When you’re finished adding members, click **Next**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example If you’re swarming with a Service Agreement expert but you want to determine whether an issue violates the customer’s contract, add an account specialist to the swarm. Omni-Channel routes your swarm request record to other available support reps with capacity that match your skills specifications. When a swarm member is created, the case owner is assigned as the owner by default. When someone accepts the invitation, the record status automatically changes from New to In Progress, and they’re reassigned as the swarm member record owner. ![Swarming in the omni-channel viewer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/omni_viewer.png) To view the swarm and swarm members, see the record’s Swarm Members and Swarms related lists. Your swarm member status is automatically set to New. Salesforce users that join, are added to a swarm channel from Slack, or that contribute to the swarm conversation are automatically added to Salesforce as a swarm member as long as the swarm is open. # Add Messaging to a Partner Telephony Contact Center Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Salesforce Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect. ### Required Editions
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for CCaaS
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging
User Permissions Needed
To view the Partner Contact Centers page: Customize Application AND Manage Call Centers
To manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## Add Messaging to a Partner Telephony Contact Center Before you begin, install a managed package from a CCaaS provider to support Bring Your Own Channel for CCaaS and Salesforce Voice. To turn on Messaging in a partner telephony contact center that already has Salesforce Voice support, you must have a Service Cloud Voice Partner Telephony license with a Digital Engagement add-on license. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you want to add Salesforce Voice to a partner contact center instead of the other way around, see [Add a Voice Channel to a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_voice_to_messaging_contact_center.htm&language=en_US). 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Click **New Channel**. 3. Select the Conversation Channel Definition tile that represents the managed package that you installed, and click **Next**. 4. Choose to use an existing contact center, and select the Partner Telephony Contact Center you want to add the Messaging channel to. 5. Give your Messaging channel a name. 6. Click anywhere to populate the API Name field, and save your changes. 7. If required for your Messaging channel, turn on **Event-Driven Settings**. These options appear if your Messaging partner supports them in the Conversation Channel Definition. Usage counts towards your high volume platform event allocation. See [Considerations and Limitations for Bring Your Own Channel and Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5 "Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.") for more information. 1. To show messaging end users an indicator when a rep is typing, select **Show agent typing indicator**. 2. To send end users acknowledgments when their inbound messages are read or delivered, select **Show messaging users read and delivered receipts**. 3. To show end users loading text and progress animations while an Agentforce Service agent is processing, select **Show Agentforce agent progress indicator**. 8. If supported by your CCaaS partner, set up routing for this Messaging channel. Check with your CCaaS partner for their recommendation based on how their integration works. Routing information passed by your CCaaS partner through an Interaction Service API call takes precedence over your Messaging channel Omni-Channel Routing setting, if both are set. 1. Under Omni-Channel Routing, click **Edit**. 2. To route messages with an Omni-Channel flow, select **Omni-Channel Flow** in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue that you created previously. 3. To route messages to a queue, select **Queue** in the Routing Type field, and then enter the name of the queue that you created previously. 9. Save your changes. 10. Click **Activate**. ## Add Chat to an Amazon Partner Telephony Contact Center Before you begin, set up Salesforce Voice with Partner Telephony from Amazon Connect. To turn on chat or messaging in an Amazon contact center that already has Salesforce Voice with Partner Telephony from Amazon Connect, you must have a Salesforce Voice Partner Telephony license with a Digital Engagement add-on license. Amazon Connect Chat and Messaging isn’t supported for Salesforce Voice with Amazon Connect. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If Amazon is your Contact Center as a Service (CCaaS) provider, set up Service Cloud Voice first and then add Amazon Connect Chat and Messaging. Installing chat without Salesforce Voice isn’t supported. 1. From Setup, in the Quick Find box, enter Partner Telephony Setup, and then select **Partner Telephony Setup**. 2. To install the Salesforce Contact Center with Amazon Connect managed package, go to Set Up More Amazon Connect Features, and click **Install**. 3. After installation completes, click **Configure** to launch Salesforce Contact Center with Amazon Connect. 4. Follow the steps in the [Amazon Setup and Installation Guide: Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/) for the Salesforce Contact Center with Amazon Connect general setup guided flow and Amazon Connect Chat and Messaging configuration. #### See Also - [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&language=en_US) - [Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&language=en_US) - [_Amazon Setup and Installation Guide:_ Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/) # Add Messaging to the Service Console Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create or edit a console app:

Customize Application

AND

View Setup and Configuration
To create and save Lightning pages in the Lightning App Builder: Customize Application
If your org will contain both standard channels and enhanced Messaging or Enhanced Chat channels, create one Messaging Session page layout for your standard channels and another for your enhanced channels and Enhanced Chat. Enhanced channels and Enhanced Chat use different page components. In particular, they require the Enhanced Conversation page component, while standard channels require the Conversation component. When you [activate](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_activate.htm&type=5&language=en_US) each page, use record types to control which types of messaging sessions the page is used in. Base your record type assignment criteria on the Conversation field on messaging sessions. If the Conversation field contains a value, the session is enhanced and should use your layout for enhanced channels. If it’s empty, the session is standard and should use your layout for standard channels. 1. From Setup in Lightning Experience, enter App Manager in the Quick Find box, and then select **App Manager**. 2. Click **Edit** next to the app that you want to add Messaging to, typically your Service app. 3. Add the Omni-Channel sidebar (recommended) or utility to your console app. Service reps use the sidebar or utility to accept messages sent over Messaging channels. 1. To add the sidebar, select **Use Omni-Channel Sidebar** on the App Options page. 2. To add the utility, in the Utility Items section, click **Add Utility Item**, select **Omni-Channel**, and click **Save**. 4. In the Navigation Items section, move **Messaging Sessions** to the Selected Items list and click **Save**. 5. In the User Profiles section, verify that the user profiles who need access to Messaging are in the Selected Profiles list. 6. Edit the Messaging Session page layout. Service reps see this page when they’re messaging with customers. 1. From the Object Manager in Setup, click **Messaging Session**, and then click **Lightning Record Pages**. 2. Click the page name and then click **Edit**, or create another page that’s a clone of the default Salesforce page. Lightning App Builder opens. 3. Drag page components onto the page. Below, we’ve suggested a list of components. 4. Save your changes. 7. To let service reps proactively message customers in enhanced Messaging channels from any page in Salesforce, go to the Publisher Layouts page in Setup and add the Send Message global action to your global action layout. To let service reps message customers from the Salesforce mobile app, [create a layout for the app](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_messaging.htm&type=5&language=en_US). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example In this sample Messaging Session page layout for enhanced channels, reps can see the user details right above the conversation. From the right-hand pane, they can take a recommended action, view their after conversation work countdown, or run a flow to send a messaging component. ![Service console layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/console_sample.png) These page components are relevant to Messaging. - Enhanced Conversation: A real-time transcript of the messaging session. Used in enhanced Messaging channels and Enhanced Chat. - Conversation: A real-time transcript of the messaging session. Used in standard Messaging channels. - Related Record: Messaging User: Shows the customer’s name, messaging consent status, and other channel-specific details. - Flow: Lets service reps run flows to send certain types of messaging components, such as time selectors, in enhanced Messaging channels and Enhanced Chat. - Actions & Recommendations: Shows service reps a list of actions they can take. - Next Best Action: Suggests the service rep's next action based on past activity. - Knowledge: Lets service reps [share knowledge articles](https://help.salesforce.com/s/articleView?id=service.knowledge_send_articles.htm&type=5&language=en_US) in messaging sessions. - After Conversation Work: Starts a timer at the end of a messaging session to give service reps a set amount of wrap-up time. ## Customizing the Enhanced Conversation Component When you add the Enhanced Conversation component to the Messaging Session page layout, decide which actions are visible to service reps and customize other component settings. 1. In the Lightning App Builder, open the Messaging Session page layout and click the Enhanced Conversation component. 2. Configure the component properties in the Properties pane. The Enhanced Conversation component includes these editable properties, which are all deselected or blank by default. 1. Hide transfer action: Don’t show service reps the option to transfer messaging sessions to another rep, queue, or flow. 2. Keep tab open after transfer action: If selected, the tab stays open after a service rep transfers a messaging session. After conversation work (ACW) begins after the transfer, if ACW is enabled. 3. Hide conference action: Don’t show service reps the option to invite other service reps to a conference. 4. Hide emoji action: Don’t show service reps the option to send emoji. 5. Hide quick text action: Don’t show service reps the option to send quick text. 6. Hide flag raise action: Don’t show service reps the option to raise a flag requesting help from a supervisor. 7. Hide file attachment action: Don’t show service reps the option to attach files. 8. Hide messaging component action: Don’t show service reps the option to send messaging components. 9. Hide voice message action: Don’t show service reps the option to record and send voice messages. 10. Enter starts a new text line: If selected, a service rep can press Enter/Return to start a new line of text. If deselected, Enter/Return sends the message. 11. Limit conversation history: Don’t show the customer’s previous messaging sessions in the Enhanced Conversation component. 12. Blur file preview: If selected, all file preview thumbnails for files sent by an end user are blurred. Service reps are protected from seeing potentially harmful content. 13. Hide customer inactive action: Remove the option to let service reps mark an active messaging session as inactive. 14. Hide Translation Preview: Remove the translation preview bar from the enhanced conversation component in the Service rep console. 15. Show chat exit confirmation: Present a confirmation modal to Service reps when they end or leave a chat. 16. Minutes to Respond: Prompt service reps to respond if too much time has passed since the customer’s last message. For example, enter 4 to prompt reps after 4 minutes passed since the customer’s last message. To prompt a user to respond in a combination of minutes and seconds, use this field in conjunction with the Seconds to Respond field. 17. Seconds to Respond: Prompt service reps to respond if too much time has passed since the customer’s last message. To respond in under a minute, enter a number between 1 and 59, and leave the Minutes to Respond field blank. To prompt a user to respond in a combination of minutes and seconds, use this field in conjunction with the Minutes to Respond field. To prompt a user to respond after a number of whole minutes have passed, leave this field blank and only use the Minutes to Respond field. 18. Adjust Height (in Pixels): Enter a value from 500 to 1000 to adjust the Enhanced Conversation component height in the Service Console. Note that you can't manually set the width, but you'll get an error message if the width is below 320 pixels due to the layout getting crowded. 3. Save your changes. ## Showing Messaging Components in the Service Console To send most messaging components, service reps click the messaging component action in the messaging window and select a component. However, reps must run a flow to send messaging components with dynamic content, such as time selectors or components that rely on parameters. Here’s how to show dynamic messaging components in the Service Console. 1. Drag a Flow component onto your Messaging Session page layout. 2. In the properties pane, select a flow that references a messaging component. 3. In the recordID field, enter the variable that is included in the selected flow’s Enhanced Message component. Then, select **Pass record ID into this variable**. If these properties aren’t completed, service reps can’t send the messaging component to customers. ![Flow component properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/flow_gotcha.png) 4. Save your changes and activate the page. If you plan to create multiple messaging components that are linked to flows, here are two ways to help service reps quickly find the flow they need in the Service Console: - Group the Flow components in an Accordion component. To help service reps understand the purpose of the accordion component, enter a custom section label—for example, the screenshot shows an accordion component labeled Messaging Components (Dynamic). - Group all messaging component flows as subflows within one larger flow. When a service rep runs the flow, they select the relevant sub-flow to insert the messaging component they need. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Auto-response messaging components, which are available only for Enhanced Chat, aren’t sent from the Service Console. Instead, they’re selected in the channel’s settings. The components are sent to the customer automatically when a messaging session starts or ends, or when a service rep joins. #### See Also - [Set Up a Flow to Send Time Selectors in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_flow_time_selector.htm&release=264.0.0&type=5 "Let service reps send time selector components in supported enhanced Messaging channels and Enhanced Chat. Create a screen flow, associate it with a messaging component and an Apex class, and add it to the Service Console.") - [Set Up a Flow to Send Questions with Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_flow_dynamic_questions.htm&release=264.0.0&type=5 "To let service reps send a question with dynamic options in supported enhanced Messaging channels or Enhanced Chat, create a flow and associate it with your question component. Then, add the flow to the Service Console.") - [Send Messaging Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_components.htm&release=264.0.0&type=5 "Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions.") # Add More Features to the Field Service Mobile App Extend the mobile app with value-adding capabilities like form-based data capture, mobile quoting, and offline functionality. - **[Set Up Automatic Status Change](https://help.salesforce.com/s/articleView?id=service.mfs_automatic_status_change_beta_settings.htm&release=264.0.0&type=5)** Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers. - **[Data Capture for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_about.htm&release=264.0.0&type=5)** Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms that follow conditional logic, tailoring additional questions based on how the user answers prior questions. With auto-save, mobile workers can navigate away from the Data Capture form, and even close the app without losing their work. From safety protocol to environmental assessment, Data Capture tailors forms to match the task, so mobile workers can get the job done faster. - **[Select a Flow Cache Policy for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_cache_policies.htm&release=264.0.0&type=5)** Flow cache policies determine when and how data is fetched and used within flows for the Field Service mobile app. You can select flow cache policies that optimize your flows in low-connectivity areas. - **[Set Up Inventory Access for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_products_location.htm&release=264.0.0&type=5)** Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS. - **[Set Up Multiple Inventory Locations](https://help.salesforce.com/s/articleView?id=service.mfs_products_multiple_locations.htm&release=264.0.0&type=5)** By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services to multiple vendors or want separate inventories for different types of work. - **[Set Up Lead and Opportunity Creation for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_leads_opps_creation.htm&release=264.0.0&type=5)** Use a flow template that guides your mobile workers through creating leads and opportunities for potential customers directly from the app, without contacting customer services. - **[Set Up Mobile Quoting for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_quoting.htm&release=264.0.0&type=5)** Let your mobile workers create quotes for customers directly from the Field Service mobile app without contacting customer services. - **[Set Up Standby Mode for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_standby_mode_setup.htm&release=264.0.0&type=5)** When mobile workers are using the Field Service Mobile app, they can reduce distractions and stay focused by using Standby mode in the app. - **[Set Up Voice to Record Edit for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_voice_to_record_edit_setup.htm&release=264.0.0&type=5)** Set up Voice to Record Edit to allow your Field Service mobile users to efficiently edit records using voice input, powered by Einstein Generative AI. # Add New Custom Media Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To add custom media label:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
1. From Setup, enter **Voice** in the Quick Find box, and select **Media Management**. 2. In the Media Labels tab, click **New Media Label** in the Custom Media Labels section. 3. In the Media Label field, enter a unique name that describes how the audio is used. 4. In the Media File field, select a media file from the dropdown. 5. Save the changes. Your custom media label now appears alongside system-defined labels and can be selected in flows. # Add Notes to Records in a Salesforce Console in Salesforce Classic The interaction log helps you quickly add notes to records on a console’s primary tabs. ### Required Editions
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To view the interaction log: Read on tasks
To save notes in the interaction log: Edit on tasks
If you're assigned to an interaction log layout, you can access the log from a console’s footer. Logs appear on items that have an Activity History related list, such as accounts and contacts, but not solutions. Logs aren’t available for reports, dashboards, Salesforce CRM Content, the Article Management tab, or Visualforce pages. - To show or hide the interaction log, hover over the log’s border and click ![Show log button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/log_show.png) or ![Hide log button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/log_hide.png). - To resize the interaction log and a detail page, drag the bar in between them. - To help you quickly save notes on customers, when a contact appears on a subtab, the contact’s name is added to the log’s Name. However, you can change the Name before you save a log. When you click **Clear Log** to remove notes or a Subject, any saved notes aren’t removed—they’re stored on the record’s Activity History related list. For easy review and retrieval, all logs are saved as tasks on records’ Activity History related list. Administrators can customize the fields that appear on logs. If you use a SoftPhone, click **Add Call Data** to add a call’s date and time to the log. When screen popup windows appear from inbound calls, click **End Call** to end the call and save any updates that you’ve made to the log. #### See Also - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") # Add Omni Supervisor to the Classic Console Add Omni Supervisor to the Salesforce classic console to get your supervisors up and running. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel and manage apps. Customize Application
Before adding Omni Supervisor to the console: - Make sure you have Omni-Channel enabled and ready-to-go with service reps and queues running. - Make sure you have a working console app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Omni-Channel works better and has more functionality in Lightning Experience. Try Omni-Channel in Lightning Experience instead! 1. In Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Click **Edit** next to the classic console app that you want to add Omni Supervisor to. Or, create a new console app. We recommend creating a profile for your supervisors so you can customize a console just for them. 3. In the Choose Navigation Tab Items section, add Omni Supervisor to the Selected Items list. 4. Select the profiles you want to assign to this Supervisor-enabled console. The users in the selected profiles must have tab visibility in order to view Omni Supervisor in their console. 5. Click **Save**. Verify that Omni Supervisor is in the console by opening the console and viewing the tab selections. You should see the option **Omni Supervisor**. # Add Omni-Channel Sidebar to Agentic IT Service Desk While an Omni-Channel utility bar is automatically added when you use the guided flow to set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage their incoming workload. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Omni-Channel: Customize Application
1. From Setup, in the Quick Find box, enter App Manager, and then select **App Manager**. 2. Find the Agentic IT Service Desk app, click the dropdown arrow next to the app name, and select **Edit**. 3. In the Lightning App Builder, go to **App Options**. 4. Select **Use Omni-Channel sidebar**. 5. Save your changes. # Add or Remove a Secondary Bot Language Create secondary languages to your existing bots. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
- To add a secondary language to an Einstein Bot, it needs a primary language set. Before a language appears as an available secondary language for a bot, the language must be enabled in Language Settings and activated in Translation Workbench. - To test a single-language bot with secondary languages, we recommend that you clone the bot first before adding secondary languages. Read more at [Clone a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_clone.htm&release=264.0.0&type=5 "Admins can clone a bot quickly to help with development, or they can create a similar bot for a different use case."). - Einstein Bots only supports languages listed at [Define Languages for your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog."). To get access to all of the languages Einstein Bots supports, review [Salesforce supported languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US). Where necessary, [enable end-user and platform-only languages](https://help.salesforce.com/s/articleView?id=xcloud.admin_select_languages_for_your_org.htm&type=5&language=en_US) on the Language Settings page in Setup. Language support varies by intent model. - Translation Workbench Prerequisites - Einstein Bots uses Translation Workbench to store translations. Turn on Translation Workbench, set up secondary languages, and define translator users in Translation Workbench before moving to the Bot Builder. - To edit translations, users require the **Manage Translation** permission or assignment as a translator for a specific language in Translation Workbench. Users without the correct permissions can view but not edit translations in the Bot Builder. - Users with permissions to translate dialog text for a specific language can manage translations even with read-only access to the rest of the bot. - Einstein Bots supports translations entered manually or through import and export. When you import and export translations, the dialog name field must be complete for each dialog and language in order to populate the translated messages inside of the dialog. 1. In the Bot Builder menu, click **Overview**. 2. In Conversation Languages, click **Add**. 3. Select the secondary language from the dropdown, and click **Add**. ![Add a secondary language to your bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_add.png) To remove a secondary bot language, click **Remove** from the dropdown next to the language on the Bot Overview page. Removing a secondary language removes it from the bot. Your translated content and utterances reappear if you add the language back. # Add Permissions for Service Appointment Bundling Add the permissions for service appointment bundling. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To add permissions: Manage Profiles and Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Without these permissions, appointment bundling isn’t available. 1. From the App Launcher, find and select **Field Service Settings**. 2. From Getting Started, click **Permission Sets**. 3. Add these permissions. - Field Service Admin: Required for configuring the appointment bundling settings. ![Field Service Admin permission set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_permission_admin.png) - Field Service Integration: Required for accessing the Hyperforce appointment bundling services. ![Field Service Integration permission set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_permission_integration.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the Field Service Integration card doesn’t appear, contact Salesforce Customer Support. 4. If your org has processes that use create, update, and delete actions for the Work Orders, Service Appointments, or Skills objects, enable object permissions. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Under Apps, click **Object Settings**. 4. Click the required object. 5. Click **Edit**. 6. Enable these permissions. ![Field Service Integration object settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_object_permissions.png) 7. Save your changes. 8. Repeat this procedure for the remaining objects. 5. If you use Experience Builder sites, add the appointment bundling custom permissions also to the Field Service Community Dispatcher permission set. Experience Site users don’t have the Bundle Policy field in the service appointment’s Bundle tab. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). # Add Policy Hub and Evidence Hub Tiles to the Employee Portal for IT Compliance As a site admin, add Policy Hub and Evidence Hub tiles to your Employee Services portal so that employees can acknowledge assigned policies and fulfill evidence requests without needing access to the IT Compliance app. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize an Experience Builder site: Create and Setup Experiences
The Policy Hub and Compliance Evidence Hub pages aren't reachable from the portal unless you configure the portal to point to each one. We recommend adding tiles for each page to the portal home page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The Compliance Evidence Hub page is available only in sites using the Agentforce Employee Center template. If your site uses the [Employee Portal](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_set_up.htm&type=5&language=en_US) template, you can't add a tile for the Evidence Hub. Neither the Policy Hub nor the Compliance Evidence Hub page is available on the Agentic Center template. 1. From Setup, in the Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Next to your Employee Services portal site, click **Builder** to open the site in Experience Builder. 3. Click the **Components** icon to open the Components panel. For an overview of how the Pages menu, Components panel, and property editor work in Experience Builder, see [Edit Pages and Components in Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US) in Salesforce Help. 4. Drag a **Tile Card** from the Components panel into an empty column in the tile row on the Home page. If the tile row has no empty column, first change the section's column layout from properties to add a column or delete an existing tile. 5. With the new Tile Card selected, configure its properties in the property editor. - Enter a **Title**. For example, you can enter Policy Hub or Evidence Hub. This label appears under the tile. - In **Icon Name**, add an icon for the tile. - In **Target URL**, enter /policy-hub-detail for the Policy Hub tile or /evidence-hub for the Compliance Evidence Hub tile. 6. To add a tile for the other page, repeat the steps starting from dragging a **Tile Card** into an empty column. 7. Click **Publish** to make the tiles visible to portal users. After the tiles are published, employees with the IT Compliance Policy Acknowledger permission set can use the Policy Hub tile to [acknowledge assigned policies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_hub_portal.htm&release=264.0.0&type=5 "Employees can acknowledge assigned policies directly from the Employee Service portal, without needing access to the IT Compliance app. A policy appears in the Policy Hub when a compliance admin activates a policy communication campaign that lists the employee as a recipient."). Employees with the IT Compliance Submitter permission set can use the Evidence Hub tile to [fulfill evidence requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_hub_portal.htm&release=264.0.0&type=5 "Employees can fulfill evidence requests directly from the IT Service employee portal without needing access to the Evidence Hub app. Requests appear as assigned tasks, and employees upload evidence artifacts using a simplified, guided interface."). # Add Quick Actions to the Case Page Layout for Lightning Experience Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout. ### Required Editions
View supported editions.
User Permissions Needed
To edit a page layout: Customize Application
You can add standard actions and custom actions to the page layout. When you create a custom action, it appears in the palette. You can drag actions from the palette to the page layout. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important You can add an LWC quick action to the highlights panel of a case record page if you create it as a dynamic action in Lightning App Builder. You can't use the page layout to add an LWC quick action to the highlights panel of a case record. 1. From Setup, click the **Object Manager** tab. Select **Cases**, and then open the **Case Page Layouts** setup page. 2. Select the page layout that you want to add the action to, and then click **Edit**. 3. Add quick actions to the case page layout. 1. Click **Mobile & Lightning Actions**. 2. Drag the action into the Salesforce Mobile and Lightning Experience Actions section, and then place the action where you want it to appear. ![Case Page Layout showing how to drag a field into the Mobile and Lightning Actions section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/case_interaction_drag_action_to_page_layout_lex.png) 3. Save your changes. # Add Quick Actions to the Console Sidebar in Salesforce Classic Add custom quick actions to the console sidebar to let support agents easily create, update, and search for records associated with cases. Quick actions are added as console components. ### Required Editions
User Permissions Needed
To create, edit, and delete actions and page layouts, and to add custom console components: Customize Application
Create the quick actions before adding them to the Case page layouts in the console. 1. From Setup, enter Page Layouts in the Quick Find box, then select **Page Layouts** under Cases. 2. Select a page layout to work with. 3. Click **Custom Console Components**. 4. Scroll to the sidebar section where you want to add the quick action component. For example, to add it to the left sidebar, go to the **Left Sidebar** section. 5. Configure the quick action component: - Field: Select the record field that the quick action affects. For example, if the quick action creates a contact record, select the Contact field. - Enable Linking: If selected, support agents can associate this record with a case. For example, a support agent can create a contact and link it to a case. - Create Action: Select the “Create” quick action. This quick action lets support agents create a record. - Update Action: Select the “Update” quick action. This quick action lets support agents update a record. 6. Add more quick action components as needed. 7. Click **Save**. #### See Also - [Add Console Components to Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&release=264.0.0&type=5 "After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console.") # Add Real-Time Location to Service Appointments for Back-Office Users Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins, dispatchers, and call center reps see the same ETA, map view, and mobile worker’s details that your customers can see. The component is displayed as the team member travels to the customer, until arrival. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To configure layouts: Customize Application
1. Add the component to the service appointment layout. 1. In Service Appointments, open one of the appointments. 2. Click the settings icon and select **Edit Page**. ![Service Appointment edit page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_edit_page.png) 3. In Lightning App Builder, drag the **Real-Time Location** component onto the layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’re using an Experience site custom template, the component can appear too large and include a scroll bar. You can change the size of the component in the service appointment layout to fix its appearance. 4. Save your changes. 2. Allow the display of the component on the service appointment layout. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. In Experience Builder, click **Settings** ![Settings icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 4. Click **Security & Privacy**. 5. For Clickjack Protection Level, select **Allow framing by any page**. 6. Publish the Experience Builder site. 3. If the component appears as a gray screen, modify the Clickjack protection level. 1. In Experience Builder, click ![Experience Builder icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_experience_builder_icon.png) and select **Administration**. 2. Click **Pages**. 3. Under Advanced Customization, click **Go to Force.com**. ![Go to Force.com field in the Administration page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_experience_builder_administration.png) 4. From Site Detail, click **Edit**. 5. For Clickjack Protection Level, select **Allow framing by any page (No protection)**. 6. Save your changes. 7. Publish the Experience Builder site again. # Add Real-Time Location to Your Experience Builder Site To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To add components to sites: Create and Set Up Experience Sites AND View Setup and Configuration
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. From Experience Builder, click **Components** ![The lightning bolt icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_4_components_button.png). 4. From Custom Components, locate the Real-Time Location component. 5. Drag the component onto the site. ![The Appointment Assistant component is highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_6_lwc_3.png) If you can’t see the map in the Appointment Assistant component, add the https://maps.a.forceusercontent.com URL to your trusted URLs with a CSP context of All. Select the connect-src (scripts), frame-src (iframe content), and img-src (images) CSP directives. See [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For the LWR Experience Cloud Site template, the map isn’t fully supported. - **[Manage What Customers See About Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_control_what_customers_see.htm&release=264.0.0&type=5)** You can control how much information is shared about your mobile workers and their location. - **[Add Custom Icons to the Real-Time Location Component](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_rtl_custom_icons.htm&release=264.0.0&type=5)** Add your own icons to mark the team member’s and the customer’s locations on the map. - **[Set Up Masked Phone Calls for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_rtl_masked.htm&release=264.0.0&type=5)** Using masked phone calls requires setting up Salesforce Voice with Amazon Connect. - **[Let Customers Reschedule and Cancel Appointments in the Real-Time Location Component](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_rtl_cancel_and_reschedule.htm&release=264.0.0&type=5)** Let your customers reschedule and cancel appointments even if the mobile worker is on the way to the appointment. # Add Related Items to Your Incident and Case Page Layouts To see case-related incidents, problems, and change requests from the case record, add a related list to the Case page layout. And for orgs with Customer Service Incident Management enabled before Winter ’24, add the Product field to see related products from the Incident page layout. ### Required Editions
View supported editions.
1. See case-related incidents, problems, and change requests from the Case page layout. 1. From the object management settings for cases, go to Page Layouts. 2. Select **Case Layout**. 3. Add the **Case Related Issues** and **Related Change Requests** related lists and to the Related Lists section. 4. Save your changes. 5. From Setup, in the Quick Find box, enter Lightning App Builder, and select **Lightning App Builder**. 6. Find Case Record Page and click **Edit**. 7. Add the Related List - Single component to your page layout under the Related tab. 8. For the Related List, select **Case Related Issues**. The Case Related Issues related list lets your users see problems and incidents related to the case from the case record. 9. Add another Related List - Single to your page layout and select **Related Change Requests**. The Related Change Requests related list lets your users see change requests related to the case from the case record. 10. Save and activate the page. 2. See related products from the Incident page layout. For orgs with Customer Service Incident Management enabled after Winter ’24, these steps are enabled by default. 1. From the object management settings for incident related items, go to Page Layouts. 2. Add the Product field to the Detail section. 3. To make the Asset field optional, deselect the Asset’s **Required** field property. 4. Save your changes. # Add Related Lists to Your Lightning Record Page You can add the Enterprise Knowledge Articles related list to show external harmonized content from Data 360 attached to records and the Standard Knowledge Articles related list (formerly Articles related list) to show native Salesforce knowledge articles attached to records. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The 'Articles' related list has been renamed to 'Salesforce Standard Articles,' only for Enterprise Knowledge to distinguish between native Salesforce content and external harmonized content from Data 360. Users not using Enterprise Knowledge will continue to see the 'Articles' related list.
Available in Lightning Experience. View supported editions.
User Permissions Needed
To set up and manage Enterprise Knowledge: Customize Application
To view and search knowledge articles Knowledge object - Read permission
Before you add the related lists to your Lightning Record page, make sure that you have setup Enterprise Knowledge. Learn more in [Get Started with Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_about.htm&release=264.0.0&type=5 "Use Salesforce Enterprise Knowledge, powered by Data 360, to unify all your organizational knowledge and modernize your knowledge experience. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. Enterprise Knowledge enhances the Service Cloud knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge."). 1. From Setup, go to the Object Manager tab. 2. In the Quick Find box, enter Case, and then click **Case**. 3. Click **Case Page Layouts** and then open Case Layout. 4. In the Case Layout section, click **Related Lists**. 5. Then, drag the **Enterprise Knowledge Articles** related lists and **Standard Knowledge Articles** to the Related Lists section on the page. 6. Save your changes. # Add Required Skills to Work Orders or Work Types for Field Service Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view skill requirements: Read on the parent object (work orders or work types) AND Read on skills

To create, edit or delete skill requirements on work orders or work order line items:

 Edit on work orders AND Read on skills
To create, edit or delete skill requirements on work types: Edit on work types AND Read on skills
Adding required skills to work types saves you time and keeps your business processes consistent. Work orders and work order line items inherit their work type’s required skills. For example, a refrigeration company can add a skill requirement of Refrigerator Maintenance—skill level 50—to their Annual Maintenance work type. When a call center rep creates a work order for their customer’s annual fridge maintenance, selecting that work type on the work order adds the required skill. If the Field Service managed package is installed, you can use Guided Setup to add required skills to work types. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Go to Guided Setup**, select **Create Work Types and Skills**, and enter skills in the Skill Requirements field of any work type. You can also add required skills to work orders, work order line items, or work types from the Skill Requirements related list, outside of Guided Setup. 1. Navigate to the record that needs required skills. 2. In the Skill Requirements related list, click **New**. 3. Select a skill. When you’re not using of Guided Setup, skills must be created before they can be added as a requirement; to learn how, see [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&release=264.0.0&type=5 "Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement."). 4. Enter a skill level from 0 to 99.99 based on how your business measures skill level. 5. Click **Save**. The skill now appears in the Skill Requirements related list on the record. You can enforce skill requirements during schedule optimization using the Match Skills work rule. This rule ensures that appointments are assigned only to service resources who possess the required skills listed on the parent record. If you’re not using the Field Service managed package, skill requirements serve as a suggestion rather than a rule. #### See Also - [Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_skill_fields.htm&release=264.0.0&type=5 "Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&release=264.0.0&type=5 "Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.") # Add Routing Addresses for Email-to-Case Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email. ### Required Editions
View supported editions.
User Permissions Needed
To configure routing addresses for Email-to-Case: Customize Application
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To avoid a race condition that could route a case to the wrong destination or cause routing to fail, ensure that you don’t create conflicting routing procedures for cases created from emails. Here are common automations that can conflict with the Omni-Channel flow that routes emails, which can be set up during Email-to-Case setup. - **Routing work with EmailMessage record-triggered flows or Apex triggers**. If you run one of these automations and the Omni-Channel flow that routes emails, verify that the EmailMessage record-triggered flow or Apex trigger doesn’t route the first email in a thread by checking if the Case.SourceId matches EmailMessage.Id. If those fields match, don’t route with your record-triggered flow or Apex trigger–let the Omni-Channel flow route the case. - **Route work with Case record-triggered flows or Apex triggers**. If you run one of these automations and the Omni-Channel flow that routes emails, verify that you exclude email cases from any Case automations that route cases when they are created. ## Step 1: Create Your Routing Address First, create a routing address in Setup. 1. From Setup, enter Email-to-Case in the Quick Find box, then select **Email-to-Case**. 2. In the Routing Addresses list, click **New**. 3. Enter an existing email address at which your customers can reach your support team, and give it a name. In trial orgs, this name is set as your email address and can’t be edited. This address routes emails directly to Salesforce and convert them to cases. 4. Complete your routing address settings for cases converted from email. See the table at the end of this article for a definition of each setting. 5. Click **Save**. Salesforce sends a verification email to the routing email address that you entered. 6. To confirm a routing email address, log in to the inbox for that email address, look for a Salesforce verification email, and click the verification link in that email. Or, click **Verify** next to the routing address on the Email-to-Case Routing Address page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Only the person who initiated the verification process can verify the email address. If another user opens the email and clicks the verification link, verification fails. You can't use unverified routing addresses to send emails. Your routing address settings aren't applied to cases created by unverified routing addresses. ## Step 2: Configure Your Email System Set up forwarding in your email system, and optionally, make changes to control routing and email access. Then, test and share your email address. 1. Return to the Email-to-Case page in Setup. In the Routing Addresses section, notice that Salesforce generated an _email services address_ for your routing address. 2. Configure your email system to forward case submissions to the email services address that Salesforce generated. For example, suppose you add _support@mycompany.com_ as a routing address. After it’s added, go to your email system’s settings and set up forwarding so all emails sent to _support@mycompany.com_ are forwarded to the auto-generated email services address. The steps you follow vary depending on your email provider. See these guidelines about forwarding and [setup recommendations for Microsoft Exchange.](https://help.salesforce.com/s/articleView?id=service.customizesupport_forwarding_guidelines.htm&type=5&language=en_US) 3. (Optional) If you’re using a Gmail or Outlook server instead of Salesforce email services for outbound email, specify the account under External Service and then connect to that account. Use the same email for the connection that you set for the routing address. 4. (Optional) [Set up an Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_email_to_case.htm&type=5&language=en_US) to route cases dynamically to the right destinations, such as queues or service reps. 5. (Optional) Enable Controlled by Permission Set if you would like to restrict access to this email routing address. If you select this option, only users who have access to this routing address via a permission set can use it to send email. You then have the option to specify these required permission sets. 6. Test your email routing address by manually sending an email to it. Verify that a case was created to track the email, and check that its default settings match the routing address settings. 7. After you add an email address as a routing address, share it with your customers. Customers can use this email address to submit cases to your support team. ## Step 3: Update the Email Action Configure the From field on the Email action so all responses to customer emails are sent from your general customer support address by default. This configuration helps to preserve email threads. If service reps must, they can always choose a different “Sent From” email address. This step is optional but recommended. 1. From the Object Manager in Setup, select **Case**, then select **Buttons, Links, and Actions**. 2. Click **Email**. 3. In the Predefined Field Values section, click **New**. 4. Select the From field. 5. In the Specific Value field, select your company’s customer support address. To change the default sender address depending on the situation, customize the Email action and its predefined values per record type or page layout. For example, if cases originating from France use a particular case record type, configure the Email action for that record type so the From field defaults to your French support address. 6. Click **Save**. ## Routing Address Settings Review guidance for completing routing address fields in Setup.
Setting Description
Routing Name The name for the routing address—for example, Gold Support or Standard Support. This name appears in the From field when a service rep emails a customer from this email address. In trial orgs, this name is set as your email address and can’t be edited.
Email Address The inbound email address for this Email-to-Case routing address. Emails sent to this address create cases using the specified settings. The email address must be unique.
Save Email Headers

Save the email routing information associated with each email submitted as a case. Each saved email header can count up to 32 KB towards your organization's overall storage limit.

Email headers over 32,000 characters are truncated. To view the full email header, add the Headers field to the Email Message page layout. Service reps can then view the full email details, including the header, using the View Email link from the case feed on the case record page.
Accept Email From To limit the email addresses and domains that this routing address accepts, enter them here separated by commas. For example: john@mycompany.com, yahoo.com, gmail.com. Leave this field blank to let this routing address receive email from any email address or domain.
Create Task from Email When an email is submitted as a case, automatically create and assign a task to the Automated Case User specified on the Support Settings page.
Task Status Set the default status of any tasks created when emails are converted to cases. Create Task from Email must also be selected.
External Service

(Optional) Select a Gmail or Outlook account to send outgoing replies instead of using Salesforce email services. This setting supports standard outbound emails, such as those sent by a person, and not automated emails such as email alerts. The email address of the user sending the mail must differ from the routing address, or the email isn't sent.

If Gmail or Outlook can’t send an email for some reason, the EmailMessage record still exists in Salesforce.

Outgoing emails can affect your Gmail or Outlook limits. Sent emails appear in the external account’s Sent folder; they include a BCC recipient so that Salesforce can maintain the email header for threading.

Some Gmail or Outlook rules can prevent an email from being sent; for example, if the email doesn’t meet your compliance rules. Gmail or Outlook may send a notification email to the sender, which is the routing address. Depending on the account’s redirect and forwarding rules, the notification email can cause Email-to-Case to create a case.
Routing Address Connection

Connect and authenticate to an external Gmail or Outlook email server, or disconnect from a previously authenticated external account.

Before revoking access from a Gmail or Outlook account, first disconnect from the external account. Otherwise outgoing emails can’t be sent.

Case Owner

(Optional) Select a user or queue to override the Default Case Owner specified on the Support Settings page. For example, select a user to own cases originating from emails sent to this address. This field doesn’t affect the ownership of tasks created to track emails converted to cases.

As an alternative to selecting a Case Owner, leave this field blank and create assignment rules that assign email cases to queues based on keywords. For example, create a rule that assigns all email cases containing the word “billing” to a particular queue. If a case doesn’t match any rule criteria, it’s assigned to the user in the Default Case Owner field on the Support Settings page.

  • Specifying a case owner negates auto-assignment rules, so case owners aren’t notified and queue members don’t get an email by default.
  • You can’t delete a queue that a routing address refers to. To point to a different queue, either delete the routing address, or edit the routing address settings.
Case Priority The priority assigned to cases created from emails sent to this routing address.
Case Origin The value assigned to the Case Origin field for emails sent to this routing address.
Case Record Type

The record type for a new case that’s created for emails sent to this routing address.

Ensure that the Automated Case User under Support Settings has access to this record type. If they don’t, the created case may have unexpected values.
Omni-Channel Flow An active Omni-Channel flow that’s used to route cases when they’re created by Email-to-Case.
Fallback Queue An Omni-Channel queue that uses Case as the service channel object. If the flow can’t determine which queue to route the case to, it directs the case to this queue.
Controlled by Permission Set

(Optional) If you select this option, only users with access via a permission set can use this routing address to send emails.
# Add Runtime Salesforce Voice Roles in Import.xml File You can add the runtime roles in the import.xml file for using various functionalities, such as add user and add queues, more seamlessly in Voice. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
| role | description | | --- | --- | | AmazonConnectManagementRole | Add this role if you want salesforce to perform activities such as adding or removing users in your amazon connect instance based on your actions, such as adding or removing users in the salesforce contact center. The contact center user, contact center queues, contact center groups, contact center channel, presence status mapping, and import amazon routing configuration features are supported with this role. | | ConnectCallRole | This role is necessary to resume or suspend call recordings. | | SCVS3Role | This role is required to get the call objects, such as recordings and transcriptions, from a specified s3 bucket. | | UpdateCredentialRole | This role is required for updating the key in aws, which is used to generate jwt tokens for scrt2-telephony authentication. | Add these roles in the XML file to access more features within Voice and to overcome the [limitations for XML imports](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&type=5&language=en_US). If you don’t add these roles, you must manually create data in Amazon Connect and then map it in Salesforce. In this case, fields in the Salesforce UI that display Amazon Connect data aren’t autopopulated and need to be filled in manually. For example, to add a user, you must add the user in the Amazon Connect instance and then add the user to the contact center in Salesforce with the correct username. To add a queue, you must create the queue in the Amazon Connect instance and then add the queue to the contact center in Salesforce. To create a contact center group, create a group in Salesforce, get the group ID, and create an entry in the GroupMembership entity for user-to-group mapping. Then, you must update the user with the correct Routing Profile Assignment in the Amazon Connect instance. # Add Scheduling to Your Community Pages Add the Appointment Related List component to your community pages. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To set up community scheduling: Customize Application AND Manage Flow
To let community users schedule: Workforce Scheduling for Community Users permission set
The component shows each signed-in user their upcoming and past appointments and lets them launch the scheduling flows. 1. In Experience Builder, open the page where community users manage their appointments. 2. From the component palette, add the **Appointment Related List** component to the page. 3. In the component's properties, set the schedule action to your cloned **Schedule New Appointment** flow, and set the reschedule and cancel actions to your cloned modification flow. 4. Confirm each action passes the flow context **inbound** and resolves the appointment to the signed-in user's account. 5. Publish the site. 6. Sign in as a test community user and confirm that the user can book, reschedule, and cancel an appointment. # Add Screen Pops to Give Reps More Context about Conversations By default, only the primary work record opens when a service rep accepts a work item. But, with more context, service reps can provide more personalized service for each customer. To automatically open records or screen flows on the service rep's screen when a voice call, message, or chat is routed to the rep, include an Add Screen Pop action in the Omni-Channel flow. You can open up to a total of three records or screen flows. For example, you can show the customer’s case and contact records and open the Channel-Object Linking screen flow as a subtab.
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Add Screen Pop action doesn’t open records or screen flows when a service rep accepts transferred work. For example, Service Rep 1 accepts a chat. The action opens records on the rep's screen. Service Rep 1 transfers the chat to Service Rep 2. When Service Rep 2 accepts the chat, the action doesn’t open any records or screen flows on Service Rep 2’s screen. Screen pops don’t work with apps that use standard navigation. Screen pops work only if a service rep is accepting work from an app using console navigation. To set up screen pops for voice calls from a telephony partner that doesn’t support Omni-Channel flows, contact your telephony partner for instructions. 1. Under the Elements tab of Flow Builder, drag the **Add Screen Pop** action onto the canvas. ![The Add Screen Pop action appears on the Elements tab of the Toolbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_addscreenpop_action.png) 2. Give the action a label, API name, and, optionally, a description. ![The label, API name, and description are at the top of the New Action screen.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_screenpop_ui.png) 3. In the Set Collection Variable, optionally, select the output of the previous Add Screen Pop action to combine those screen pop instructions with the ones created by this action. For more information, see [Using Multiple Add Screen Pop Actions in an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_multiple_screen_pop_actions.htm&release=264.0.0&type=5 "You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to."). 4. In Screen Pop Type for Record, select the ID field of the record you want to open. Or, enter the specific record ID value. If multiple records open on the service rep’s screen, toggle Focus to put this record in focus for the service rep. For example, to open the contact record, select the contact record variable (which contains output from the Get Contact element), and then select the contact ID field. ![The output of the Get Contact element provides the ID of the contact.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_screen_pop_record_id.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The order in which you define the records is the order in which they open on the service rep’s screen. If you don’t set the focus, all records open, but the service rep’s screen focuses on the primary work record. 5. In Screen Pop Type for Screen Flow, select **Screen Flow** as the Type to choose from a list of active screen flows. Or, select **Resource** as the Type to choose your own flow variable. - The list of active screen flows shows a maximum of five flows, but you can search for other flows by typing in the Screen Flow Name field. - Resources appear only for valid and active screen flows and for fully qualified flow API names, including the name space prefix. ![Screen flow resource selected as the type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_screen_pop_resource.png) 6. To open another record or screen flow, click **Add Screen Pop**. You can open up to three records or screen flows. 7. Click **Done**. Don’t forget to pass the screen pop instructions (the output from this action) as input to the Route Work action. Only screen pop instructions passed to the Route Work action are used to open records when the work is routed to the service rep. To add the screen pop instructions as input to a Route Work action, open the Route Work action. In the Screen Pop Collection Variable field, select the output from the Add Screen Pop action, and then select **routingInteractionInfoList**. ![The output of the Add Screen Pop action is added as input to the Route Work action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_route_work_action_screen_pop.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Use the Debug option in Flow Builder to validate this Add Screen Pop action along with the other elements in the Omni-Channel flow. - **[Using Multiple Add Screen Pop Actions in an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_multiple_screen_pop_actions.htm&release=264.0.0&type=5)** You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to. - **[Store Screen Pop Instructions in a Variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_variable_for_screen_pop_instructions.htm&release=264.0.0&type=5)** If you add multiple Add Screen Pop actions to a flow, define a collection variable to aggregate and store all screen pop instructions. By storing all instructions in a variable, you don’t have to worry about the order in which the Add Screen Pop actions are added to the flow. # Add Service Appointment Bundling to the Field Service Mobile App To give mobile workers access to the bundled service appointments in the Field Service mobile app, you update the service appointment layout and add field permissions for mobile users. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
Watch the video to see how grouping short appointments at nearby or same-site locations to create a bundle helps you and your customers. - **[Add the Appointment Bundling Related List to Service Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_bundling_setup_add_to_layout.htm&release=264.0.0&type=5)** In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the service appointment’s Related tab. In existing orgs, you add the Bundle Member Service Appointments related list and its properties to the service appointment layout. - **[Add Field Permissions for Mobile Users](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_bundling_setup_field_permissions.htm&release=264.0.0&type=5)** Give mobile users read access to fields on the Service Appointment object. - **[Show or Hide the Bulk Status Change Icon for Bundled Service Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_bulk_status_icon.htm&release=264.0.0&type=5)** Control the visibility of the Bulk Status Change icon for bundled Service Appointments in the Field Service mobile app to prevent data sync errors. Using a single action to manage multiple appointments can sometimes lead to synch queue problems if some appointments fail validation. Disabling this icon requires mobile workers to review and update the status of each appointment individually, which helps prevent potential sync issues. # Add Service Plan Data to Case Emails and Summaries (Optional) Use custom and standard prompt templates to include service plan information in Case emails, posts to the Case feed and comments, and Case summaries. ### Required Editions
View supported editions.
Two prompt templates are available for Service Assistant: Draft Service Plan Email and Summarize Case. Setup of the prompt templates is optional. If you choose to set up the prompt templates, make sure you [Enable Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US). Each prompt template requires specific permissions for the Service Assistant admin, service reps, and ServicePlanner user. The permissions for each prompt template are provided in the next sections. ## Draft Service Plan Email Prompt Template The Draft Service Plan Email prompt template is custom-built for Service Assistant and is ready to use with minimal setup and activation required. The prompt template is available in Prompt Builder when you have the permissions listed below. See [Set Up the Draft Service Plan Email Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&type=5&language=en_US). When activated, the prompt template is accessed with the Draft with Einstein feature in the Email tab of the Case feed. The template drafts an email that summarizes the progress made on an active Case that has a service plan. The draft email contains a summary of the original issue, the completed service plan steps, and the next service plan steps to be taken for the Case. ![Service plan Case update email workflow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_workflow.png) To set up and use the Draft Service Plan Email prompt template, the Service Assistant admin and service reps require these permissions. The Service Planner User doesn't require any specific permissions.
User Permissions Needed
For Service Assistant Admins to create and configure the prompt template:
  • Agentforce Default Admin permission set
  • Customize Application OR System Admin
  • Einstein Service Email Assistant User permission set
  • Prompt Template Manager permission set
  • Service Planner Builder permission set
For Service Reps to use the prompt template:
  • Einstein Service Email Assistant User permission set
  • Prompt Template User permission set
  • Service Planner User permission set
## Summarize Case Prompt Template The Summarize Case prompt template is a standard prompt template that requires specific configurations to be used in Service Assistant. We provide you default prompt template text that’s tailored for Service Assistant. You must create a version of the standard summarize case prompt template and replace the text tailored for Service Assistant. See [Set Up the Summarize Case Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_sc_pt.htm&type=5&language=en_US). When configured, the case summary includes details from the service plan, including the initial problem, the completed and uncompleted steps, and final resolution. To set up and use the prompt template in Service Assistant, you must [Set Up Enhanced Summaries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&language=en_US&type=5). After, you create a version of the standard Summarize Case prompt template to configure the default prompt template text to support Service Assistant. Service reps can draft Case summaries using the prompt template from the Enhanced Summaries component. To set up and use the Summarize Case prompt template, these permissions are required.
User Permissions Needed
For Service Assistant Admins to create and configure the prompt template:
  • Agentforce Default Admin permission set
  • Customize Application OR System Admin
  • Prompt Template Manager permission set
  • Service Planner Builder permission set
  • Enhanced Summaries User permission Set
For Service Reps to use the prompt template:
  • Prompt Template User permission set
  • Service Planner User permission set
  • Enhanced Summaries User permission Set
For the ServicePlanner User to include the Summarize Case quick action in a plan step:
  • Service Planner Agent User permission set
  • Agentforce_Service_Assistant Permissions permission set
  • Enhanced Summaries User permission set
Here’s the default prompt template text you must add. You can edit the Summary Output Instructions section to tailor the template with your company-specific information and resources. We don’t recommend making edits to any other sections. Don’t remove or edit the Service Plan Input or Case Content Input resources. ``` You are a summarization assistant. Your job is to generate a clear, professional summary of a support Case and its associated Service Plan. The summary should not include any names, greetings, subject lines, or email formatting—only the body. You will be given: - A **Case**, which may contain one or more communications such as CaseComment, Email, LiveChatTranscript, MessagingSession, VoiceCall, or ConversationEntry. - A **Service Plan**, which may be generated to assist in resolving the case. --- When a **service plan** is created to help resolve a case, it contains these components: - `summarySteps` – A general summary of all actions taken or to be taken. Use this **only if `steps` is empty**. - `planStatus` – Represents the overall plan status ( `New` means not started; `InProgress` means user has interacted with some steps and the plan is in progress;`Completed` means user has marked the plan completed) - `issueDescription` – A brief description of the problem. Use this to frame your opening statement. - `steps` – An ordered list of steps intended to address the issue. - `stepName` – A description of the step. Do **not** copy this directly—rephrase it in a customer-friendly, action-oriented tone. - `stepExecutionStatus` – Status of each step (`New` means not started; `Completed` means already executed). - `stepOrder` – The order in which steps should be performed. - `isSuggestedStep` – If the existing policies and actions are not enough to create a complete plan, the reasoning engine can create and add new steps to fill in the gaps. These are called suggested steps. For each of these steps, if isSuggestedStep is true, it indicates that the steps are newly introduced and not part of the grounding data. --- ### Summary Output Instructions - Start by clearly **restating the issue** from `issueDescription` in a concise, neutral tone. - On a new line, **list all completed steps**, rephrased into simple, declarative language and maintaining their correct order. - On another line, **highlight the next upcoming step** (only one), if available. - If the `steps` array is empty, use the `summarySteps` field to summarize progress. - Do **not** reference raw field names or internal labels in your summary. - Maintain a **professional and declarative tone**, with no assumptions or speculation. --- Service Plan Input: {!$SalesforceDataAction:getPlanDataEnhanced.servicePlanInfo} Case Content Input: {!$Flow:case_summaries__GetCaseSummaryInfo.Prompt} ``` #### See Also - [_Salesforce Help_: Get to Know Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_get_to_know.htm&type=5&language=en_US) - [_Salesforce Help_: Prompt Builder Key Concepts](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_key_concepts.htm&type=5&language=en_US) # Add Service Resource Preferences in Field Service Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view resource preferences: Read on the parent object (work orders or accounts) AND Read on service resources
To create, edit or delete resource preferences on work orders: Edit on work orders AND Read on service resources
To create, edit or delete resource preferences on accounts: Edit on accounts AND Read on service resources
Work orders and work order line items inherit the resource preference from one of the work order's related records: asset, location, or account. The system looks for a resource preference first on asset, then location, then account, and copies the first preference it finds. The resource preference used for scheduling depends on which record (work order or work order line item) is the direct parent of the service appointment. If you don’t want to establish resource preferences at the account level, add them to individual work orders or work order line items. To enforce resource preferences during scheduling, use the Required Resources and Excluded Resources work rules. Scheduling and optimization considers resource preferences in different ways. - Through scheduling rules: To determine whether the service appointment is scheduled to the specified resource, use the Required Resources and Excluded Resources work rules in your scheduling policy. - Through scheduling objectives: To set a preference for scheduling the service appointment to the specified resource, use the Resource Preference service objective. 1. On a work order or account, click **New** in the Resource Preferences related list. 2. Select a service resource. You can’t add preferences for service resources who are inactive or dispatchers. 3. Select a preference type: Preferred, Excluded, or Required. 4. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example - If your customer had a positive experience with Alicia, a service resource, create a resource preference on the customer’s account that designates Alicia as Preferred. The Preferred Resource service objective prefers scheduling to Alicia depending on the weight you set on the service objective in the scheduling policy. - If your customer had a bad experience with Nigel, a service resource, create a resource preference on the customer’s account that designates Nigel as Excluded. The Excluded Resource work rule in the scheduling policy ensures that Nigel isn’t assigned service appointments from this account. - If your customer purchased a complex piece of equipment that was installed by Evan, a service resource, create a resource preference on the customer’s account that designates Evan as Required.  The Required Resource work rule in the scheduling policy makes sure that Evan is assigned service appointments from this account. The customer’s work orders automatically list those three preferences. This helps the dispatcher know to assign their service appointments to Evan and, if a second worker is needed, to Alicia if she is available. The dispatcher also knows never to assign the account’s service appointments to Nigel. #### See Also - [Work Rule Type: Excluded Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_excluded_resources.htm&release=264.0.0&type=5 "The Excluded Resources work rule type prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. If you're using Enhanced Scheduling and Optimization, the Excluded Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.") - [Work Rule Type: Required Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&release=264.0.0&type=5 "The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.") - [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) # Add Shift Scheduling Constraints Scheduling constraints are records that are defined on the service resource or service territory. They set  the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Define a scheduling constraint for each service resource, either on the service resource record or on the service territory. If you don’t know what limits to set, it’s OK to set up constraints with empty values. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can create up to 50 scheduling constraints. 1. Open **Scheduling Constraints** in the App Launcher. 2. Click **New**. 3. Name your scheduling constraint, then fill out the related details. 4. Save your changes. 5. Open Service Resources or Service Territories from the App Launcher. 6. Open the Service Resource or Service Territory where you want to add a constraint. 7. In the Scheduling Constraints field, add your constraint, and save your changes. #### See Also - [Create a Scheduling Objective for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_objectives.htm&release=264.0.0&type=5 "Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process.") - [Create a Scheduling Rule for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rules_create.htm&release=264.0.0&type=5 "Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules.") - [Scheduling Rule Types](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rule_types.htm&release=264.0.0&type=5 "Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules.") # Add Solutions A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public. ### Required Editions
View supported editions.
- **[HTML Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_html_def.htm&release=264.0.0&type=5)** HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions. - **[Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5)** The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable. - **[Suggested Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_suggestion.htm&release=264.0.0&type=5)** The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page, Salesforce Customer Portal, or the Self-Service portal. - **[Customize Solution Settings](https://help.salesforce.com/s/articleView?id=service.customize_solsettings.htm&release=264.0.0&type=5)** You can customize Solution settings like Solution browsing and enable translation into multiple languages. - **[Get Started with Categories](https://help.salesforce.com/s/articleView?id=service.getting_started_with_categories.htm&release=264.0.0&type=5)** Plan, define, and categorize your solutions. - **[Enable Multilingual Solutions](https://help.salesforce.com/s/articleView?id=service.sol_enable_translate.htm&release=264.0.0&type=5)** You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages. - **[Enabling Public Solutions](https://help.salesforce.com/s/articleView?id=service.customize_publicsolutions.htm&release=264.0.0&type=5)** Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions. # Add Static Images to Messaging Components If you want a messaging component to always show the same image or images, define the images in the Messaging Component Builder using constants. Standard constants are auto-created, while you create custom constants manually.  ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
First, let’s review the differences between standard and custom image constants. While this article focuses on image constants, the same principles apply for text and URL constants. All constants are found on the same tab in the Messaging Component Builder.
Type How It’s Created Examples Editable? Deletable?
Standard image constants When you upload an image during the New Component setup flow, a standard constant is created for it.
  • When you create an enhanced link and upload an image to show with the link, the image is saved as a standard constant.
  • When you create a payment messaging component and upload an image to show with it, the image is saved as a standard constant.
 Yes, from the Constants tab in the Messaging Component Builder. No, but you can replace an original uploaded image by editing its standard constant. You can also choose not to use the constant.
Custom image constants Add custom constants after finishing the New Component setup flow. Use the ImageAsset type.
  • After creating a question with options, add a custom image constant to show with the question.
  • After creating a form messaging component, add a custom image constant to show with the form link.
 Yes, from the Constants tab in the Messaging Component Builder. Yes, from the Constants tab in the Messaging Component Builder.
Now, review the process for adding static images to a messaging component. ![Five steps of adding static images: Create messaging component, add one or more component formats, add or edit image constants on constants tab, set format properties to reference constants, and agent sends component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/image_process_constants.png) 1. Create the messaging component in Setup. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**. 3. Complete the flow to create your component. When the component is created, the Messaging Component Builder opens. 2. Add one or more [supported formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.") to the component. 1. From the Details tab in the Messaging Component Builder, click **Add Format** and select a format. 2. For each format that you add, click its name in the navigation menu and check the properties pane to determine how many images it can include. For example, look for properties named Initial Image or Confirmation Image. 3. Manage your constants on the Constants tab. 1. If you uploaded an image while creating the component, it’s shown as a standard constant in the Constant section. To change a constant’s name or update its image file, click **Edit**. 2. To include other images, add them in the Custom Constant section. Use the ImageAsset type. ![Messaging Component Builder with Custom Contant section highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_constants_1.png) 4. Update each format’s image properties to use image constants. 1. Click a format name in the navigation menu, such as List Selector. 2. For each image property, select the **Constant** type and select an image constant. If you don’t want to include an image, leave the type as None. ![Messaging component with List Selector format shown, and the Initial Image Configuration property highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/images_constants_2.png) 5. To send the component during a messaging session, service reps can select it from a list in the messaging component action and click **Send**. If you configured an image property to use an image constant, the customer sees the image in the messaging component. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In some list formats such as List Selector and Card Carousel, you can show an image with each list option. To add images to your list options, edit each item in the Options section of the Constants tab when viewing your messaging component. Then, reference that constant in the format’s image property for its list options. #### See Also - [Add Dynamic Images to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_dynamic.htm&release=264.0.0&type=5 "If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers.") - [Send Messaging Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_components.htm&release=264.0.0&type=5 "Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions.") # Add Table of Contents to Knowledge Article Pages To quickly see the sections in Knowledge articles and improve navigation, add the Table of Contents (TOC) component to new and existing articles in your knowledge base. You can add the TOC ‌only to articles in HTML format, not PDFs or other nonHTML formats. ### Required Editions
Available in Lightning Experience. View supported editions.
1. From the App Launcher, find and select **Knowledge**, and then open a Knowledge article. 2. Click **Setup** and select **Edit Page**. 3. In the Lightning App Builder, from the Standard list of components, drag the Knowledge Article Table of Contents component (1) onto an editable part of the Knowledge Article page (2). ![Knowledge Article Table of Contents component highlighted on the Knowledge Record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_toc.png) 4. Save your changes. # Add Terms and Conditions Acceptance to your Pre-Chat Form Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Terms and Conditions works with the default pre-chat component. If you add custom LWC components to your pre-chat form, Terms and Conditions doesn’t work. 1. From Setup, enter Embedded Service Deployments, and click **Embedded Service Deployments**. 2. Click the arrow to the right of your chat deployment, and select **Edit**. 3. On the Embedded Service Deployment Settings page, click to edit Chat Settings. 4. On the Chat Settings section of the Chat Settings page, click **Edit**. 5. Under Terms and Conditions, select **Show Terms and Conditions in pre-chat** and select **Require users to accept Terms and Conditions before chatting**. 6. Save your changes. 7. On the Embedded Service Deployment Settings page, click to edit Additional branding. 8. Select **Labels**. 9. Select **Pre-Chat** from the Chat Status dropdown menu, and select **Terms and Conditions** from the Label Group dropdown menu. 10. In the Customized Label field, customize a message that invites your customers to accept your Terms and Conditions. Use this format: Please accept our \[Terms and Conditions\]{https://example.com}. 11. Save your changes. # Add Terms and Conditions Acceptance to your Pre-Chat Form Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up this feature: Customize Application AND Modify Metadata Through Metadata API Functions
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Terms and Conditions works with the default pre-chat component. If you add custom LWC components to your pre-chat form, Terms and Conditions doesn’t work. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. Click the dropdown arrow corresponding to your deployment, and select **View**. 3. On the Settings card, click **Edit Settings**. ![Image of the Settings card with the Edit Settings button highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/MIAW_Terms_and_Conditions_1.png) 4. To activate the Terms and Conditions feature, click **Show Terms and Conditions in pre-chat** and **Require users to accept Terms and Conditions before chatting**. 5. Save your changes. 6. Back on the Embedded Service Deployment Settings page for your deployment, from the Custom Labels card, click **Set Custom Labels**. From here, create a message that presents Terms and Conditions to your end users. Create a separate version of this message in each language that you support. ![Custom Labels card with the Set Custom Labels button clicked.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/MIAW_Terms_and_Conditions_2.png) 7. From the Chat Group dropdown menu, select **Pre-Chat**. This selection tells Enhanced Chat where, in the end user experience, to present the Terms and Conditions message. 8. From the Label Group dropdown menu, select **Terms and Conditions**. 9. From the Label Type dropdown menu, select **Standard**. This menu selection tells Enhanced Chat that you’re writing standard, end user-facing text, as opposed to accessibility text for screen readers. 10. In the Terms and Conditions Label field, create a placeholder and paste it into the message that you’ll send to end users. To create the placeholder: (1) Enter URL Text, such as Privacy Policy. This gets hyperlinked to the URL you create next. (2) Enter a URL that links to the page where your Terms and Conditions are hosted. Click **Copy**. (3) To create the customer-facing message, paste the copied placeholder into the Terms and Conditions Label field and craft the rest of the message around it. ![Custom Labels page with all fields correctly filled out to create a placeholder.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/miaw_terms_and_conditions_placeholders.png) 11. Click **Finish**. 12. Republish your deployment from the Embedded Service Settings page. # Add the Appointment Bundling Related List to Service Appointments In new Salesforce orgs, the Bundle Member Service Appointments related list appears in the service appointment’s Related tab. In existing orgs, you add the Bundle Member Service Appointments related list and its properties to the service appointment layout. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To customize layouts: Customize Application
1. From Setup, open the **Object Manager**. 2. Search for and open the **Service Appointment** object. 3. Click **Page Layouts**. 4. Open the relevant layout. 5. Click **Related Lists**. 6. Drag **Bundle Member Service Appointments** into the Related Lists. ![Bundle Member Service Appointments related list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundle_related_list.png) 7. To configure the properties of the related list, click ![Settings button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundle_related_list_settings.png). ![Related List Properties window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundle_related_list_properties.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Sort By option isn’t currently supported. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In the Field Service mobile app, a maximum of three fields from this related list is displayed for each bundled service appointment card, and the address field is always shown. 8. Save your changes. 9. To see the Bundle Member Service Appointments list, in a bundle service appointment, open the **Related** tab. The appointments appear in the order determined by the Appointment Bundle Sort Policy, if configured. ![Service Appointment Related lists](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundle_sa_related_lists.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is determined by the Appointment Bundle Sort Policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Don’t use the arrow that changes the order of the appointments according to a specific column. The arrow overrides the order determined in the Appointment Bundle Sort Policy. #### See Also - [Create an Appointment Bundle Sort Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_sort_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates.") # Add the Broadcast Messages Tab to an App If you’re using broadcasting in your standard SMS channel in Agentforce Service (formerly Service Cloud), let your broadcasters view your company’s sent messages on the Broadcast Messages tab. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To view apps: View Setup and Configuration
To manage apps: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). The Broadcast Messages tab displays the name, template, content, and number of recipients for each sent message. You can add the tab to both standard and console navigation apps. 1. Go to **Setup** | **Apps** | **App Manager**. 2. Open the menu next to a Lightning app, and click **Edit**. 3. In Lightning App Builder, click **Navigation Items**. 4. Select **Broadcast Messages**, and move it to the Selected Items list. 5. Click **Save**. 6. To return to the App Manager page, click **Back**. To confirm that Broadcast Messages was added to your app, open the app using the App Launcher. You can open Broadcast Messages from the navigation menu. ![Broadcast Messages in a console menu.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/BroadcastTab-AppNavMenu.png) # Add the Channel Menu to Experience Cloud Sites To add a channel menu and button to your Experience Cloud sites, use the Channel Menu page component. ### Required Editions
View supported editions.
User Permissions Needed
To set up Channel Menu: Customize Application AND Modify Metadata
To create and edit Salesforce Sites: Customize Application
To edit public access settings for Salesforce Sites: Manage Users
To add the menu to your sites, complete these additional channel menu setup steps. 1. On the Sites page in Setup, enable guest access to the Support API. If you don’t, adding the channel menu to your page results in an error message. 2. In Experience Builder, click **Settings** and select **Security**. 3. Change your Script Security Level in the Content Security Policy (CSP) section to **Allow Inline Scripts and Script Access to Allowlisted Third-party Hosts**. A Trusted Sites for Scripts section appears. Add Salesforce and third-party URLs to the channel menu based on the Content Security Policy Restrictions in Experiences. 4. Click **Add Trusted Site** and add your Chat API endpoint to your Trusted Sites for Scripts. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To find your Chat API endpoint, go to **Salesforce Admin Setup**, **Chat Settings**. Find the Chat API Endpoint section and copy the URL from the beginning from https:// to .com. # Add the Close Case Button to Lightning Experience Make the process of closing cases easier for your service reps and save time by adding the Close Case button to the case details page. This way, your service reps can close the case directly from the case details page. ### Required Editions
View supported editions.
User Permissions Needed
To set up cases for Lightning Experience:

Manage Cases

AND

Customize Application
If you're a new customer, the Close Case button is enabled by default and will be visible on the case details page. If you’re an existing customer, perfomr the following steps. 1. Go to **Setup** and select **Object Manager**. 2. In **Object Manager**, search for **Case Page Layouts** and select it. 3. From **Mobile and Lightning Actions**, drag the **Close Case** button into the **Salesforce Mobile and Lightning Experience Actions section**. Select **Save**. 4. You can configure whether the Close Case button appears on the Case Details page directly or in the dropdown menu on the Case Details page. 5. After you select the Close Case button, it opens the Close Case page. You can configure the fields that are displayed in the Close Case page. 6. To configure the fields, go to **Setup** and select **Object Manager**. 7. In **Object Manager**, search for **Buttons, Links, and Actions**. 8. Select **Close Case** with the API name **CloseCaseLightning** and select **Edit**. 9. Choose the fields you need and select **Save**.The selected fields will be available on the Close Case page. 10. The fields **Status**, **Case**, and **Reason** are available by default. In the Status field, only options related to closing a case are listed. ## Customize Close Case Actions by Record Type You can create close case actions for different record types. 1. In Setup, in the Object Manager search for Case and select **Case**. 2. In Case select **Buttons, Links, and Actions**, and select **New Action**. 3. In the New Action window, in Action Type select **Update a Record**. 4. In Standard Label Type select **Close Case**. 5. In Name, use the prefix CloseCaseLightning. Select **Save**. 6. Add the close case action to the required record type or layout. ![Creating a new close case quick action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_new_close_case_action.png)![The newly created close case quick action button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_multiple_close_case_actions.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - The Close Case page layout is different in Salesforce Classic and Lightning Experience. Salesforce Classic uses the Close Case Page Layout which is the standard layout. Lightning Experience uses the Quick Actions Page Layout. - Lightning Experience doesn't support notifying the case contact via email after the case is closed. - In Lightning Experience, the API name of the Close Case action is CloseCaseLightning and it is editable. If you change the API name to anything other than CloseCaseLightning, the Close Case action will become a custom quick action. The Close Case page will show all the picklist values. - In Lighting Experience, you can delete the Close Case action. You can re-create it by creating a new custom action with the API name CloseCaseLightning. - In Salesforce Classic, the Close Case quick action is not supported. It's available in the Quick Actions Page Layout, but it isn't recommended. - The Related Record component doesn’t support the Close Case quick action. - Similar to the standard Close Case action, all Close Case quick actions appear in the highlights panel. - Using CloseCaseLighting API name for a close case action will override picklist values. The picklist will show only the close behavior statuses. # Add the Custom Action to Command Center for Service Tabs Edit the supervisor configuration to specify which tabs show the custom action. All supervisors assigned to the supervisor configuration can see the action. ### Required Editions
View supported editions.
User Permissions Needed
To set up custom actions in Command Center for Service: Salesforce Voice Contact Center Admin
1. From Setup, in the Quick Find box, enter Supervisor Configurations, and select **Supervisor Configurations**. 2. Select an existing supervisor configuration, or create one. 3. In the Define Actions section of the supervisor configuration, select the tab, and then move the custom action to the Selected Actions box. The custom action button name is the same as its underlying screen flow name. You can add up to 10 actions on each tab. ![The Supervisor Configuration shows the skills, actions and tabs that can be selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_supervisor_config_custom_action.png) 4. Save the supervisor configuration. Like system actions, custom actions appear as buttons on the Command Center for Service tab. System actions are actions provided by default. Custom actions are actions that you can add to Command Center for Service tabs. ![The Send Email custom action button appears on the Service Reps tab in Command Center for Service.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_custom_action.png) # Add the Einstein Email Summaries Component to a Record Page To let service reps generate and view the email summaries, add the Einstein Email Summaries component to the record page in the console. ### Required Editions
View supported editions.
User Permissions Needed
To customize action layouts and page layouts: Customize Application
1. From Setup, go to the Lightning App Builder . 2. Edit the Lightning page you use for cases. If you don’t have this kind of page in Lightning App Builder, you can create one. See [Create an App Home Page with the Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_create_app_page.htm&type=5&language=en_US) and [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US). 3. Drag the Einstein Email Summaries component onto the page layout. 4. Click **Save**. # Add the Einstein Next Best Action Component to the Record Page Add the component to the Voice Call or Messaging Session record page so that support reps see the Next Best Action recommendation. ### Required Editions
View supported editions.
1. To open the Voice Call or Messaging Session record page, from the App Launcher, select **Voice Calls** or **Messaging Sessions**. 2. Click the Setup icon, and then click **Edit Page**. 3. Add the Einstein Next Best Action component to the page. 4. In the Strategy Source field, select **Flow Builder**. 5. Choose the right strategy that consumes the intelligence signals. For example, choose the Recommendation Strategy flow. If your Recommendation Strategy flow doesn’t appear in the list, verify that you activated the flow. ![The Voice Call Record Page has the Next Best Action component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_nba_in_voicecall_record_page.png) 6. Save the page layout. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you see an error stating that the ConversationKey variable is missing or not defined, the Conversation Toolkit component is present on the record page as your Next Best Action component. To resolve this, complete one of these actions. - Remove the Conversation Toolkit component from the record page if it isn’t required by another component. - Add the following variable to your Recommendation Strategy flow. - Resource Type: Variable - API Name: ConversationKey _(case-sensitive)_ - Data Type: Text - Allow multiple values (collection): false - Available for input: true - Available for output: false #### See Also - [Get Started with Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=platform.nba_implementation_checklist.htm&type=5&language=en_US) - [General Flow Limits](https://help.salesforce.com/s/articleView?id=platform.flow_considerations_limit.htm&type=5&language=en_US) # Add the Enterprise Knowledge Component to Your Lightning Record Page The Enterprise Knowledge component offers a streamlined search, sourcing information from both Salesforce Knowledge and external harmonized content in Data 360. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To set up and manage Enterprise Knowledge:

Customize Application

AND

Allow View Knowledge
To view and search knowledge articles Knowledge object - Read permission
Before you add the Enterprise Knowledge component to a Lightning Record page, make sure you’ve configured the [Search Settings](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_search_settings.htm&release=264.0.0&type=5 "To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results."). 1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**. 2. Edit the Lightning Record page where you want to add the Enterprise Knowledge component. 3. In the Lightning App Builder, go to the Components tab, search for Enterprise Knowledge component (1). Then, drag the component to where you want it to appear on the page (2). ![The Lightning App Builder page highlighting the Enterprise Knowledge component and their placement on the record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_ek_component.png) 4. Click the **Enterprise Knowledge** component. 5. In the Search Configuration Name field, find and select your search query configuration. Make sure that you select the search configuration of the Lightning Knowledge Component type. The search results in the Enterprise Knowledge component is based on the search query configuration you select. 6. Optionally, you can configure the component height and the results per page. 7. To show suggested articles relevant to the record as soon as the page loads, select **Show Article Suggestions on Page Load**. The suggested articles give Agentforce better context to generate an accurate answer for the open case. If you don't select it, reps still can get Agentforce Answers, but they need to ask a question first. 8. Save the page. 9. Activate the Lightning Record page, if applicable. # Add the Field Service Classic Dispatch Console to an Experience Builder Site Hand over the dispatching reins to a field service contractor manager by embedding the Classic Dispatch Console in an Experience Builder site. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create, customize, or publish an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration
To create a permission set: Manage Profiles and Permission Sets
To assign a permission set license: Manage Users
To use the Classic Dispatch Console in a site: Partner Community license and Field Service Dispatcher permission set license
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. Add the Classic Dispatch Console to your Experience Builder site. 1. In Experience Builder, open the Pages menu on the top toolbar. 2. Click **New Page** at the bottom of the Pages menu. 3. Click **Standard Page**, and follow the prompts to create your page. Give it a helpful name, like Classic Dispatch Console. 4. Assign the page a one-column layout. 5. From the Components menu, drag a Visualforce Page component to the Content section of the page. Set the component’s properties as follows: - VF Page name: vf001\_ServiceExpert - Height: Any value (we suggest 800 pixels) - Record ID: Leave unchanged—{!recordId} 6. Open the navigation menu and add a menu item. Use the following settings: - Name: Any value (for example, Classic Dispatch Console) - Type: Community Page - Page: Select the page you created earlier 7. In the Members section, select the Field Service Community Dispatcher Permissions to be allowed in the site. 8. Publish your changes. 2. Give site users access to the new Classic Dispatch Console page. 1. Confirm that the site users who need access to the Classic Dispatch Console have a Partner Community user license. 2. Confirm that a service territory has been created for the contractor. For details, see [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes."). 3. Create the site dispatcher permission sets. From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings**. Then, click **Getting Started** > **Permission Sets**. 4. Find the Field Service Community Dispatcher tile. Confirm that the tile shows a message indicating that the permission set is current. If it doesn’t, click **Create Permissions**. 5. Assign two permission sets to the site users who need access to the Classic Dispatch Console: - Field Service Community Dispatcher License permission set - Field Service Community Dispatcher Permissions permission set ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Site dispatchers can’t access the complex work feature—for details, see [Complex Work in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5 "To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time.")—or Live Gantt updates. #### See Also - [Customize the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_customize_dc.htm&release=264.0.0&type=5 "Make the Classic Dispatch Console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create custom appointment list filters.") - [Work in the Field Service Classic Dispatch Console Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_gantt.htm&release=264.0.0&type=5 "The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue.") # Add the Field Service Mobile Widget You can add the Field Service mobile widget along with the Field Service mobile app on iOS devices. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
The widget shows the next service appointment on your home screen. You can see the appointment details and check when to head out to the appointment to make sure you're on time. You can also update the appointment’s status from Dispatched to En Route and navigate to the location directly from the widget. ![Field Service mobile widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/widget.png) #### See Also - [_Apple Guide_: How to add widgets on your iPhone](https://support.apple.com/en-il/HT207122) - [Set Up the Field Service Mobile Widget (Beta)](https://help.salesforce.com/s/articleView?id=service.mfs_widget_setup_parent.htm&release=264.0.0&type=5 "Let mobile workers view their next appointment’s details, update the status of appointments from Dispatched to En Route, and navigate to appointments directly from the home screen.") # Add the Field Service Scheduling Console to an Experience Builder Site Add the Scheduling Console to an Aura site to give Experience Cloud site users access to its scheduling capabilities. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To use the Scheduling Console in a site: Field Service Community Dispatcher License permission set AND Field Service Community Dispatcher Permissions permission set
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important The Scheduling Console doesn't support [LWR sites](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US). Add the Scheduling Console component using Experience Builder. 1. From Setup, enter Digital Experiences in the Quick Find box, then select **All Sites**. **If you're creating a new site**: 1. Click **New**. The creation wizard opens with several templates to choose from. 2. Select the **Build Your Own (Aura)** template. 3. Follow the prompts to create your page. Give it a meaningful name, such as Scheduling Console. 4. In [Experience Workspaces](https://help.salesforce.com/s/articleView?id=experience.networks_workspaces.htm&type=5&language=en_US), select **Builder**. **If you already have an existing Aura site that you created for the Classic Dispatch Console**: 1. Click **Builder**. 2. Click **Home** and select the page where you want the Scheduling Console to appear. You can also create a new page. 2. From the **Components** menu under **Other Components**, drag the Scheduling Console component to the Content section of the page. 3. Set the component's height property. The default recommended height is 720 pixels, which works well for most desktop layouts. You can set higher or lower height values. - Higher values (for example, 900–1200 pixels): Use when the Scheduling Console is the main content on the page and you want it to fill the viewport. - Lower values (for example, 400–600 pixels): Use when the Scheduling Console shares the page with other significant content above or below it. The Scheduling Console component resizes automatically when the browser window is resized. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip - Place the Scheduling Console component in a full-width region for the best experience. The Gantt and map benefit from horizontal space. - If the Scheduling Console appears cut off at the bottom, increase the minimum height or check that the parent section doesn't have a fixed height constraint. 4. Publish your changes and [activate](https://help.salesforce.com/s/articleView?id=experience.networks_publish.htm&type=5&language=en_US) the site. To let users open the map in a separate tab from the Scheduling Console, create a new page called Field Service Map and drag the Scheduling Console Map component to its Content section. The process is the same as adding the Scheduling Console component described in this topic. See [Map Views and Routes in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_map_views.htm&type=5&language=en_US). #### See Also - [Work in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_parent.htm&language=en_US) - [Experience Cloud](https://help.salesforce.com/s/articleView?id=experience.networks_overview.htm&language=en_US) - [Create an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&language=en_US) # Add the Flows to Your Guest Pages Add the flows directly to your guest Experience Cloud pages. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To set up guest scheduling flows: Customize Application AND Manage Flow
To let guests use the flows: Workforce Scheduling Guest User and Composable Case Management Scheduling for Guest Users permission sets
1. In Experience Builder, open the guest page where visitors schedule appointments. 2. Add a **Flow** component and select your cloned **Schedule New Appointment** flow. 3. On the page where visitors manage an existing appointment, add a **Flow** component and select your cloned guest modification flow. 4. Publish the site. 5. In a private or incognito browser window, open the guest page and confirm that a guest can book, reschedule, and cancel an appointment. Confirm the emailed passcode is required before a booking saves. # Add the Incident Alerts Utility to a Lightning Console App To let users receive broadcast alerts when an incident occurs, add the Incident Alerts utility item to your Lightning console app. This step is required only for users with custom Lightning apps and is enabled automatically for Lightning Service Console users. ### Required Editions
View supported editions.
The Incident Alerts utility appears in the utility bar in your Lightning Console app. From there, support reps can see broadcast alerts about new incidents and attach related cases. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Set Up Broadcast Alert, find Add Incident Alerts Utility, and select **Go to App Manager**. 3. Click the dropdown next to the console app that you want to add Incident Alerts to, then click **Edit**. 4. Under Utility Items, click Add Utility Item. 5. Click **Incident Alert**. 6. Save your changes. After you add the Incident Alerts utility, create a broadcast topic and assign it to a group. # Add the Knowledge Article Component to Enhanced LWR Knowledge Pages To show the right content to your users and to help them self-serve with published knowledge articles, add the Knowledge Article component to your enhanced LWR Knowledge page. ### Required Editions
Available in Lightning Experience. View supported editions.
Before you add the Knowledge Article component to your self-service site: - Make sure Knowledge is enabled - Create an enhanced LWR site - Publish a knowledge article that is visible to site users - Enable **Allow guest users to access public APIs** in the site’s Administration workspace, under preferences, to give access to guest users 1. In Setup, from the Quick Find box, enter Digital Experiences, and select **Sites**. 2. Find your enhanced LWR site and select **Builder**. 3. Go to the Knowledge Detail page. 4. From the Components tab, drag and drop the Knowledge Article component to your Knowledge Detail layout. ![Knowledge Article component highlighted on the Knowledge Detail page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/self_service_knowledge_article_component.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you have at least one knowledge article published, the component shows with an article’s fields and content. Otherwise, the component is empty. 5. Configure how the content is shown, such as whether the field names are shown or hidden. ![Knowledge Article settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/self_service_knowledge_article_settings.png) 6. Publish your changes. # Add the Knowledge Component to the Lightning Service Console If it’s not there already, add the Knowledge component to the Lightning Service Console so your service reps can receive article recommendations. ### Required Editions
View supported editions.
User Permissions Needed
To view apps: View Setup and Configuration
To manage apps: Customize Application
1. From Setup, in the Quick Find box, enter App Manager, and select **App Manager**. 2. Click the dropdown next to the Lightning Service Console app where you want to add the Knowledge component, and click **Edit** | **Navigation Items**. 3. Select **Knowledge** from the Available Items list, and add it to the Selected Items list. ![Adding the Knowledge component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_knowledge_component.png) 4. Click **Save**. # Add the Milestones Component to the Incident Page Layout See your time-dependent steps from the incident, such as first response or incident resolution times. ### Required Editions
View supported editions.
1. From an incident, click **Setup**, then **Edit Page**. 2. Add the Milestones component to the page layout. ![Milestones component on page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_milestone_component.png) 3. Save your changes and activate the page. ![Incident page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_page_layout.png) # Add the Network Data Category Object Page (Beta) Quickly add the Network Data Category object page to your LWR site. ### Required Editions
Available in Lightning Experience. View supported editions.
1. From Setup, in the Quick Find box, enter Digital Experience, and then select **All Sites**. 2. In the list of sites, click the **Builder** link for your LWR site. 3. Click the **Page Properties** dropdown. 4. Click **New Page**. 5. Click **Object Pages**. 6. In the Search field, enter Network Data Category as the object name. 7. Select **Network Data Category** and click **Create**. The Network Data Category object is added to your LWR site. # Add the Omni-Channel Component to a Lightning App Add the Omni-Channel component to your Lightning app to route work to service reps in a flash. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
You can set the Omni-Channel component to appear either in a sidebar (recommended) or in the utility bar in a Lightning app. From there, service reps can change their presence status and triage their incoming work assignments. 1. From Setup in Lightning Experience, enter App Manager in the Quick Find box, then select **App Manager**. 2. Click the dropdown next to the app that you want to add Omni-Channel to, then click **Edit**. 3. To add the Omni-Channel component as a sidebar (recommended), go to the App Options tab and select **Use Omni-Channel sidebar**. Skip the next step. 4. To add the Omni-Channel component in the utility bar: 1. On the Utility Items tab, click **Add Utility Item**. 2. Click **Omni-Channel** from the list of available items. 5. Save your work. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you enable both the sidebar layout and utility-bar layout for the Omni-Channel component, only the sidebar layout is functional. # Add the Omni-Channel Component to an App To give service reps easy access to Omni-Channel, add it where they work—in a Lightning app. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can also add Command Center for Service to the Classic Service Console. However, Omni-Channel works best with Lightning apps. - **[Add the Omni-Channel Component to a Lightning App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&release=264.0.0&type=5)** Add the Omni-Channel component to your Lightning app to route work to service reps in a flash. - **[Add the Omni-Channel Component to the Classic Console](https://help.salesforce.com/s/articleView?id=service.service_presence_add_presence_widget_to_console.htm&release=264.0.0&type=5)** After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel component to the Salesforce classic console so that your service reps can start receiving work. - **[Control Visible Work Item Details in Omni-Channel with Compact Layouts](https://help.salesforce.com/s/articleView?id=service.service_presence_edit_work_item_details_with_compact_layouts.htm&release=264.0.0&type=5)** Ever wanted to customize the information that your service reps see when they get a new work item in Omni-Channel? You can! Just customize primary compact layout for that work item’s object. # Add the Omni-Channel Component to the Classic Console After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel component to the Salesforce classic console so that your service reps can start receiving work. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Omni-Channel works better in Lightning Experience. Try Omni-Channel in Lightning Experience instead! The Omni-Channel component appears in the bottom-right corner of the classic console. From there, service reps can change their presence status and triage their incoming work assignments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If your organization uses Chat, you can either use the Chat widget or the Omni-Channel component to manage chats, but not both. To learn more about managing Chat, see Migrate from Legacy Live Agent to Omni-Channel for Chat. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Click **Edit** next to the classic console app that you want to add the Omni-Channel component to. 3. In the Choose Console Components section, add Omni-Channel to your list of selected items. 4. Click **Save**. #### See Also - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") # Add the Proactive Assistance Component to Record Pages Help your IT fulfillers and compliance managers resolve service requests faster by placing the Proactive Assistance component on record pages. Giving team members direct access to this card component enables them to view, refresh, and act on real-time AI sourcing recommendations directly within their workflow. To give IT fulfillers and compliance managers access to AI sourcing recommendations, add the Proactive Assistance component to the Service Requests page layout by using the Lightning App Builder. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Service Requests**, and open any active record. 3. Click **Setup**, and select **Edit Page**. 4. In the Components pane, find **Proactive Assistance**. 5. Drag the **Proactive Assistance** component onto the page. 6. Select **Save**, and then select **Activate**. 7. On Org Default, select **Assign as Org Default**. 8. Select **Desktop**, click **Next**, and save your changes. # Add the Site Banner Component to Your Sites To let users add a banner to your Aura and LWR sites, add the Site Banner component to your site in Experience Builder. You can also customize the look and feel of your banner. ### Required Editions
View supported editions.
1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Set Up Broadcast Site Banner, find Add Banner to Sites, and select **Go to Digital Experiences**. 3. Find the sites that you assigned broadcast topics to and select **Builder**. 4. From the Components panel, select **Site Banner**, and add it to your site layout. ![Site Banner component highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_site_banner_component.png) 5. Optionally, configure the site banner height, font, and colors. 6. Publish your changes. Now that broadcast site banners are set up, give your users access. #### See Also - [Set Up Broadcast Site Banners](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_banners.htm&release=264.0.0&type=5 "To let users add a broadcast site banner to your Aura and LWR sites when an incident occurs, enable broadcast site banners, create a broadcast topic, and assign it to a network site. Then, add the Site Banner component to your sites in Experience Builder.") - [Deactivate a Broadcast Site Banner](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_deactivate_broadcast_site_banner.htm&release=264.0.0&type=5 "When an incident is resolved, deactivate the banner to remove it from your site.") # Add the Supervisor Panel to the Salesforce Console Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces. ### Required Editions
View supported editions.
User Permissions Needed
To set up Chat and manage apps: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. In Setup, enter Apps in the Quick Find box, then select **App Manager**. 2. Click **Edit** next to the Salesforce console app that you want to add the supervisor panel to. 3. In the Navigation Items tab, add Chat Supervisor to the Selected Items list. 4. Click **Save**. #### See Also - [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.") - [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.") - [Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5 "Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.") # Add the Wrap Up Component to the Chat Transcript Page To show service reps summaries, add the Wrap Up component to the chat transcript page. ### Required Editions
View supported editions.
User Permissions Needed
To create and save Lightning pages in the Lightning App Builder: Customize Application
1. From Setup, go to Object Manager. 2. Select the **Case** object, and then select **Buttons, Links, and Actions**. 3. Either select an existing update record quick action or create one. 1. To create a quick action, select **New Action**. For action type select **Update a Record**. Enter a label and click **Save**. Under Case Fields, drag the mapped summary fields into the layout. ![New update quick action that Updates a Record on the Case object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_new_update_action.png) 2. To use an existing update a record quick action, add the fields you selected for summary mapping. To add the summary fields from your existing Quick Action click **Edit Layout**. Under Case Fields, drag the mapped summary fields into the layout. ![Case Fields for the update a record quick action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_update_action.png) 4. Click **Save**. 5. From Setup, go to Lightning App Builder. 6. For the Chat Transcript Record Page, click **Edit**. 7. From the standard components menu, drag the Einstein Field Recommendations component onto the Chat Transcript Record Page. 8. Select **Wrap Up** for the recommendation type, and select your update record quick action for the Update Action. ![Lightning App Builder with the summaries component highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_wrapup_component_add.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Use Case Wrap-Up and Work Summaries from the same component by customizing the update action layout. The update action’s layout determines which fields appear in the component. 9. Click **Save and Activate**. #### See Also - [Customize Lightning Apps with the Lightning Apps Builder](https://help.salesforce.com/s/articleView?id=platform.apps_lightning_customize.htm&type=5&language=en_US) # Add the Wrap Up Component to the Messaging Session Record Page To let service reps generate and view the messaging session summaries, add the Wrap-Up component to the Messaging Session record page in the console. ### Required Editions
View supported editions.
User Permissions Needed
To customize action layouts and page layouts: Customize Application
1. Open the Lightning App Builder. 2. Next to the messaging session record page, click **Edit**. 3. To add the Wrap-Up component, drag Einstein Field Recommendations component on to the record page. ![The Wrap-Up component is on the Messaging Session record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_wrapup_component_add.png) 4. In the Recommendation Type field, select **Wrap-Up**. 5. In the Update Action field, select the update action that you created to store the summaries. 6. Click **Save** | **Activation**, and close the Org Defaults pop-up window. #### See Also - [Create a Quick Action to Store the Generated Messaging Session Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_quick_action.htm&release=264.0.0&type=5 "Create a quick action that stores the generated enhanced messaging session summaries in the fields of a Salesforce object. For example, the action stores messaging session summaries in Case object fields.") # Add the Wrap Up Component to the Voice Call Record Page To let service reps generate and view the call summaries, add the Wrap-Up component to the VoiceCall record page in the console. ### Required Editions
View supported editions.
User Permissions Needed
To customize action layouts and page layouts: Customize Application
1. Open the Lightning App Builder. 2. Next to the voice call record page, click **Edit**. 3. To add the Wrap-Up component, drag Einstein Field Recommendations component on to the record page. ![The Wrap-Up component is on the Messaging Session record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_wrapup_component_add.png) 4. In the Recommendation Type field, select **Wrap-Up**. 5. In the Update Action field, select the update action that you created to store the summaries. 6. Click **Save** | **Activation**, and close the Org Defaults pop-up window. #### See Also - [Create a Quick Action to Store the Generated Voice Call Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_quick_action.htm&release=264.0.0&type=5 "Create a quick action that stores the generated voice call summaries in fields of a Salesforce object. For example, the action stores voice call summaries in VoiceCall object fields.") # Add to a Dialog from an Einstein Conversation Mining Report Send excerpts from a specific contact reason to an Einstein Bot dialog. ### Required Editions
View supported editions.
1. Select a report and click the summary name of a topic. 2. Select some excerpts, click the dropdown next to Create New Dialog, and then select **Add to Existing Dialog**. 3. Select whether to create an intent or add to intent. 1. If you select to create an intent, choose whether to create an intent set or add to an intent set. Then, select or add your intent set, and include details about your new intent. 2. If you choose to add to an intent, select the intent set and intent. 4. Select the bot name and bot version, and then select the bot dialog. 5. Click **Finish**. Selecting an active bot version creates an inactive version of the bot. After the dialog wizard is complete, go to the new inactive version to view your changes and activate the bot to test it. # Add Voice Channels to Your Contact Center Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce. Ready to get started? First, choose the telephony option that fits your needs. To use our built-in telephony product, set up voice from Agentforce Contact Center (formerly Salesforce Voice Native Telephony). To connect your contact center to a third-party telephony provider, such as Amazon Connect, set up voice from Partner Contact Center (formerly Salesforce Voice with Telephony Providers and Service Cloud Voice). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. Meanwhile, Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now part of Partner Contact Center. You may see references to telephony models including Salesforce Voice (Native Telephony), Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US). - **[Supported Editions for Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5)** Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce. - **[Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5)** Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business. - **[Offer Native Phone Support with Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&release=264.0.0&type=5)** With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities. - **[Connect Voice from a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&release=264.0.0&type=5)** Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider. - **[Assess Interaction Quality for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_quality_management.htm&release=264.0.0&type=5)** Set up and use evaluation forms to assess rep and customer Voice Call interactions. # Add Widget to See Real-Time Insights Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner and Adaptive Experience add-ons
User Permissions Needed
To configure real-time insights:

Agentforce Default Admin

AND

Data Cloud Admin

AND

Service Planner Builder
1. From Setup, use Quick Find to go to **Service Assistant**. 2. From the Case tab, turn on Turn On Service Assistant for Cases. 3. For chat, in the Messaging tab, turn on **Service Assistant for Messaging**. For Voice, go to the **Turn on Service Assistant for Voice** section, and then turn on the toggle. 4. To see the Service Assistant widget for Cases, Chat and Voice, from Setup, click **Edit Page**. ![Select Edit Page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_edit_page.png) 5. Under Components, search for Service Assistant. ![Select the Service Assistant component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_sa_component.png) 6. Drag the Service Assistant component to the page and save your changes. ![Drag the widget to your page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_sa_widget.png) 7. Click **Activate**. 8. Click **Assign as Org Default**. 9. Select form factors and click **Next**. 10. Save your work. #### See Also - [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&type=5&language=en_US) - [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US) # Add Your Chat Window to an Experience Site Use the Embedded Service component to add your chat window to an Experience Builder site. Create a snippet settings file to use snippet-only settings with your site’s chat window. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). There are some differences to keep in mind when adding your chat window to an Experience site instead of a website: - Don’t use your Embedded Service code snippet. Use the Embedded Service component. - To ensure that chat sessions are continued across pages, place the Embedded Service component in your site's template footer. - Use the settings in the component. What you set in the component overrides what you select in Embedded Service setup. - To create and automate invitations,[see Add Chat Settings to an Experience Site](https://help.salesforce.com/articleView?id=embedded_chat_communities_code_settings.htm&language=en_US). - You can’t fill in pre-chat fields for logged-in users via the code snippet. Use the component option, which fills in contact fields (name and email). - To customize Embedded Chat branding colors in a site, use the settings in the component. Using Embedded Service setup to specify branding colors for Experience sites isn’t supported. - To ensure end-user session continuity, your web pages must have the same storageDomain and use the same deployments. To share a custom site domain between the site and other pages in the same domain, use the Storage Domain property in the component. - If you create a sandbox org and copy your chat component from an Experience Builder production environment, set your new deployment to one available only in your sandbox. To use Embedded Service code snippet settings in your site, use the **Snippet Settings File** field in the component. 1. Create a JavaScript file with your Embedded Chat settings. Refer to the [Embedded Service for Web Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_overview.htm) for more details. 2. Upload the file to your Static Resources. Give the file a name that’s easy to remember and doesn’t include spaces. 3. In your Embedded Service component settings, enter the static resource name (not the file name) in the **Snippet Settings File** field. 4. Save and publish your changes. - **[Add Chat Code Settings to an Experience Site](https://help.salesforce.com/s/articleView?id=service.embedded_chat_communities_code_settings.htm&release=264.0.0&type=5)** Use the Embedded Service component to add a Code Setting Name to an Experience Cloud site. This step allows you to modify with static resources, including inviting customers to chat. #### See Also - [Embedded Chat Experience Component](https://help.salesforce.com/articleView?id=rss_snapins_chat.htm&language=en_US) - [Customize Chat Window Branding for a Experience Site](https://help.salesforce.com/s/articleView?id=service.embedded_chat_communities_branding.htm&release=264.0.0&type=5 "Select the chat window colors and font to reflect your company’s brand identity on an Experience Cloud site.") # Add Your Embedded Chat to a Website Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you start, make sure you have access to the company’s web pages. After adding the code snippet, customers can see and use the chat window. If you’re not ready for them to access chat, include the code snippet on a private web page first. Avoid modifying the code snippet, which impacts how chat is loaded and whether conversations continue as users navigate from page to page. Here are the steps to add your code snippet: 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service**. 2. Select the Embedded Service deployment that you want to work with by clicking the arrow beside the deployment name and selecting **View**. 3. In the Embedded Service configuration page, go to the Embedded Service code snippets section and click **Get Code**. 4. Copy the chat code snippet and paste it immediately above the closing `` tag on your web page, adding Embedded Chat to the page. Paste the chat code snippet into every web page where you want the chat window to appear. Don’t place your code snippet in a header or on the same web page as a Chat button. Optionally, customize the chat code snippet. 5. Optionally, copy and paste the meta code snippet into the `` tag head section in every web page where you want the chat window to appear. 6. Click **Done**. The code snippets page closes. The `` tag code makes your web page responsive, so the chat window look good and performs well on different devices. For example, if a customer views your web page and chat window on a mobile phone, both are resized. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important If there are issues with behavior on other devices, update your `` tag to the code snippet that’s provided. This tag is added to the head section of every page where the chat window is used. If you don’t include an appropriate `` tag, the chat window appears as it does on a desktop, regardless of the user’s device used to access the page. If you’re adding your Chat window to a Visualforce page, include these attributes on your `apex:page` tag to keep styling consistent with your web pages: `` - **[Customize the Embedded Service Code Snippet](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_code.htm&release=264.0.0&type=5)** Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet. - **[Add Your Website to the CORS Allowlist](https://help.salesforce.com/s/articleView?id=service.embedded_chat_cors_allowlist.htm&release=264.0.0&type=5)** Add the URLs of the web pages where you intend to add the chat window to the CORS allowlist in your org. The web page where you add the chat window is the page that customers use to access chat. #### See Also - [Customize the Embedded Service Code Snippet](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_code.htm&release=264.0.0&type=5 "Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet.") - [Customizable Parameters in the Embedded Chat Code](https://help.salesforce.com/s/articleView?id=service.snapins_chat_parameters.htm&release=264.0.0&type=5 "You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.") - [Test Your Embedded Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_test.htm&release=264.0.0&type=5 "After adding Embedded Chat to your web pages or Experience Builder site, check the customer’s experience.") # Add Your Website to the CORS Allowlist Add the URLs of the web pages where you intend to add the chat window to the CORS allowlist in your org. The web page where you add the chat window is the page that customers use to access chat. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can use HTTP and HTTPS domains with Embedded Chat. The protocol for the URL that you allowlist must match the URL in the website or Experience site endpoint in the code snippet that’s generated at the end of Embedded Service setup. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important This information applies to Embedded Service only. 1. From Setup, enter CORS in the Quick Find box, then select **CORS**. 2. Select **New**. 3. Enter an origin URL pattern. The origin URL pattern must include the HTTP or HTTPS protocol and a domain name. The origin URL pattern can include a port. The wildcard character (\*) is supported and must be in front of a second-level domain name. For example, https://\*.example.com adds all subdomains of example.com to the allowlist. The origin URL pattern can be an IP address. However, an IP address and a domain that resolve to the same address are not the same origin, and you must add them to the CORS allowlist as separate entries. # Additional Settings for IT Service Agents Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To enable Agentforce:

Manage AI Agents AND the required permissions for your agent type

OR

Customize Application
1. [Deploy the IT Service Employee agent to the employee portal](https://help.salesforce.com/s/articleView?id=experience.support_deploy_agent_to_site.htm&type=5&language=en_US). Create an agent from the IT Service Employee template. 2. [Create and configure the CMDB agent](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&type=5&language=en_US). Create an agent from the CMDB Assistance template. 3. [Connect the employee and fulfiller agents to Slack](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_emp_slack.htm&type=5&language=en_US). Add the IT Service Employee agent to the Employee Services Slack app, and add the IT Service Fulfiller agent to the Service Cloud for Slack app. 4. [Connect the employee and fulfiller agents to MS Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&type=5&language=en_US). Add the IT Service Employee agent to the Salesforce IT Service and the IT Service Fulfiller agent to the Salesforce IT Desk in Microsoft Teams. 5. Enable and configure these features in your org so that the IT Service agents can use this data: - [Knowledge Articles: To provide proven solutions and troubleshooting steps](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&type=5&language=en_US). - [SLA Management: To inform the agent about deadlines and priorities](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_sla_milestones.htm&type=5&language=en_US). - [Action Plans: To provide context on structured tasks and procedures.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&type=5&language=en_US) - [Chatter Feed: To capture unstructured collaboration and updates](https://help.salesforce.com/s/articleView?id=experience.collab_enable.htm&type=5&language=en_US). - [Swarming in Slack: To capture collaboration notes between experts and team members](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&type=5&language=en_US). # Adjust AC Temperature Deploy this template to provide employees with a standardized way to request AC temperature adjustments across locations. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - City: The specific city location of the office where the temperature adjustment is requested. - Building Name: The name of the building where the user is currently located. - Floor Number: The specific floor within the building that requires a temperature change. - Desk Number: The user's desk number to pinpoint the exact zone for temperature change. - Desired Temperature: The specific target temperature requested by the user for their workspace. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. # Adjust Plans and Steps on Work Tweak work plans and work steps on a work order or work order line item. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To add work plans on a work order or work order line item:

Edit and Read on work order or work order line item

Create, Edit, and View All Records on work plan templates, work step templates, and work plan selection rules
To add work steps to a work plan:

Edit and Read on work order or work order line item

Edit and Read on work plans

Read on work step templates
Sometimes it’s necessary to adjust plans and steps on a work order or work order line item. For example, suppose your company requires a new safety procedure on every job. Create a work plan template with the procedure, and use that template to add the plan to outstanding work orders. If you don’t have an existing template, you can use the **New** button. To add a work plan from a work plan template, follow these steps. 1. On the work order or work order line item, select **Add Work Plans** from the action menu. ![Add Work Plans Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_adjust_work_plans_on_work_orders.png) 2. Select one or more work plans to add from the list of work plan templates. You can search and select plans from your search results. The Show Selected link lets you see what’s selected. ![Add Work Plans to Work Order](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_add_work_plans_to_work_order.png) 3. Click **Add.** Added work plans and work step instances appear in the related lists. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can add work plans more than one time. We don’t prevent duplicates. To add another work step from a work step template. 1. On the work order or work order line item, go to the Work Plans related list. 2. Select a work plan, or create a new one. 3. On the work plan record, select **Add Work Steps** from the action menu. ![Add Work Steps Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_adjust_work_steps_on_work_orders.png) 4. Select work step templates and click **Add**. ![Add Work Steps to Work Plan](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_add_work_steps_to_work_plan.png) # Adjust Your Intelligent Forecast Data Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-frontline_workforce_management-264-0-0-production-enus/6ed6d790-c8dc-44c2-adf2-f19af27ef204/images/icon_note.png) Note Adjustments modify only the forecast data, not the underlying workload. To update the workload data, see Adjust Your Workload Data.
User Permissions Needed
To view, create, edit, and delete intelligent forecasts:

Workforce Engagement Analyst

AND

Workforce Engagement Planner
1. Open **Intelligent Forecasts** in the App Launcher. 2. Open a forecast from the list view. 3. In the Data Detail View, select the checkbox next to a date, and then click **Adjust**. 4. Select an adjustment type: - Apply Percentage—Increase or decrease the forecasted value by a percentage. - Replace Data—Replace the forecasted value with a specific number. - Skip Data—Exclude the data point entirely. 5. If you select **Apply Percentage** or **Replace Data**, enter the corresponding value. 6. Optionally, you can enter an adjustment reason. 7. Click **Adjust**. 8. To update your forecast, click the **Refresh Dashboard** icon. This process can take some time. After the refresh is complete, the adjustment is reflected in the forecast data. # Adjust Your Intelligent Forecast Data Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Adjustments modify only the forecast data, not the underlying workload. To update the workload data, see Adjust Your Workload Data.
User Permissions Needed
To view, create, edit, and delete intelligent forecasts:

Workforce Engagement Analyst

AND

Workforce Engagement Planner
1. Open **Intelligent Forecasts** in the App Launcher. 2. Open a forecast from the list view. 3. In the Data Detail View, select the checkbox next to a date, and then click **Adjust**. 4. Select an adjustment type: - Apply Percentage—Increase or decrease the forecasted value by a percentage. - Replace Data—Replace the forecasted value with a specific number. - Skip Data—Exclude the data point entirely. 5. If you select **Apply Percentage** or **Replace Data**, enter the corresponding value. 6. Optionally, you can enter an adjustment reason. 7. Click **Adjust**. 8. To update your forecast, click the **Refresh Dashboard** icon. This process can take some time. After the refresh is complete, the adjustment is reflected in the forecast data. # Adjust Your Workload Data Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, edit, and delete a workload: Workforce Management Analyst AND Workforce Management Planner
1. From the App Launcher, open **Workloads**. 2. Open a workload from the list view. 3. In the Data Detail View, select the checkbox next to a date, and then click **Adjust**. 4. Select an adjustment type: - Apply Percentage – Increase or decrease the value by a percentage. - Replace Data – Replace the value with a specific number. - Skip Data – Exclude the data point entirely. 5. If you select **Apply Percentage** or **Replace Data**, enter the corresponding value. 6. Optionally, you can enter an adjustment reason. 7. Click **Adjust** 8. Save your changes. 9. To update your workload, click the **Refresh Dashboard** icon. This process can take some time. After the refresh is complete, the adjustment is reflected in the workload data. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-frontline_workforce_management-264-0-0-production-enus/6ed6d790-c8dc-44c2-adf2-f19af27ef204/images/icon_note.png) Note If you adjust workload data after creating an intelligent forecast, the forecast isn't automatically recalculated. To generate forecast results based on the updated workload data, create a new forecast. Existing forecasts display the updated historical workload records. However, the forecasted data continues to reflect the workload data that was used when the forecast was originally created. # Adjust Your Workload Data Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, edit, and delete a workload: Workforce Engagement Analyst AND Workforce Engagement Planner
1. From the App Launcher, open **Workloads**. 2. Open a workload from the list view. 3. In the Data Detail View, select the checkbox next to a date, and then click **Adjust**. 4. Select an adjustment type: - Apply Percentage – Increase or decrease the value by a percentage. - Replace Data – Replace the value with a specific number. - Skip Data – Exclude the data point entirely. 5. If you select **Apply Percentage** or **Replace Data**, enter the corresponding value. 6. Optionally, you can enter an adjustment reason. 7. Click **Adjust** 8. Save your changes. 9. To update your workload, click the **Refresh Dashboard** icon. This process can take some time. After the refresh is complete, the adjustment is reflected in the workload data. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you adjust workload data after creating an intelligent forecast, the forecast isn't automatically recalculated. To generate forecast results based on the updated workload data, create a new forecast. Existing forecasts display the updated historical workload records. However, the forecasted data continues to reflect the workload data that was used when the forecast was originally created. # Admin Checklist for Capacity Plan Setup Format your data so that your team can create a capacity plan. ### Required Editions
Supported Editions for Frontline Workforce Management
# Admin Checklist for Capacity Plan Setup Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow. ### Required Editions
Supported Editions for Workforce Engagement Management
## For Customers Using an Omni-Channel Queue-Based Routing Workflow A capacity plan is optimized to work with an Omni-Channel queue-based routing workflow. We have separate setup instructions for a non-Omni workflow that uses standard or custom objects.
Configuration Step Documentation
Step 1. Set up workload history and intelligent forecasting. Then create a workload history and an intelligent forecast based on your queue volumes.

Admin Checklist for Workload History and Forecast

Create a Workload History

Create an Intelligent Forecast

Step 2. Add the Skill Requirements related list to the Job Profiles object. Add a Related List to an Obejct
Step 3. Create service resources, and assign them to your plan’s service territory. Create Service Resources for Agents
Step 4. Enable the configuration app in Setup. Enable Workforce Engagement and Feature Preferences
Step 5. Create job profiles, and map them to queues. You can create up to 10 job profiles per plan.

Create a Job Profile

Map Job Profiles to Queues

Step 7. Everything is set up. You’re ready to create a capacity plan. Create a Capacity Plan
# Admin Checklist for Intraday Management Setup Before your planners can launch and use the Intraday Management dashboard, configure Workforce Engagement for Intraday Management. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow. ### Required Editions
Supported Editions for Workforce Engagement Management
## For Customers Using an Omni-Channel Queue-Based Routing Workflow
Configuration Step Documentation
Step 1: Set up the history and forecast features. Admin Checklist for Workload History and Forecast Setup
Step 2: Create a workload history. Create Workload History
Step 3: Create an Intelligent Forecast. Create an Intelligent Forecast
Step 4: Set up the capacity plan feature. Admin Checklist for Capacity Plan Setup

Step 5: Create a capacity plan to meet this criteria:

  • Is in an Omni-Channel queue-based workflow
  • Short-term
  • End time is at least 24 hours in future
 Create a Capacity Plan
Step 6: Turn on Intraday Management and Real-Time Adherence. Enable Intraday Management and Real-Time Adherence
Step 7: If you don’t see Intraday Management in the App Launcher after step 6, ensure that it’s turned on. Check under Tab Settings in your user profile and the profiles of other users. View and Edit Tab Settings in Permission Sets and Profiles
Step 8: Take the steps in the Admin Checklist for Shift Scheduling Tools. Preparing for Shift Scheduling
Step 9: Create shifts. Ensure that your shifts and your Intraday Management Dashboard are associated with the same service territory. Create Shifts
Step 10: Set up the shift segments feature. Preparing to Use Shift Segments
Step 11: Create shift segments. Create Shift Segments
Optional: Enable email toast notifications in your email client (such as Gmail or Outlook) or another flow that alerts agents to an incoming email. Agents receive automated email notifications when a new shift is assigned to them or when one of their assigned shift segments has changed. Find the instructions in your email client’s documentation.
Optional: Disable the email notification feature. Rest API Developer Guide: Notification Setting
- **[Enable Intraday Management and Real-Time Adherence](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable_intraday_management.htm&release=264.0.0&type=5)** Activate the Intraday Management dashboard and real-time adherence. # Admin Checklist for Workload and Forecast Setup Format your data to ensure that your team can create workload and intelligent forecasts. ### Required Editions
View supported editions.
You can use queues or skill groups when you create a workload.
Configuration Step Documentation

Step 1. Set up Frontline Workforce Management.

Set Up Frontline Workforce Management

Step 2. Add the Time Slots related list to the Operating Hours object. Then create operating hours with time slots to represent your operating hours.

Add a Related List to an Object

Create Operating Hours with Time Slots

Step 3. Create service territories. When you create a workload, Frontline Workforce Management uses the selected service territory to set the time zone in the data view. This service territory also determines the time zone used in related forecast and capacity plan data views.

Create a Service Territory

Step 4. If your planners want to create capacity plans from their forecasts, set up your org for capacity planning.

Create a Workload History

Create an Intelligent Forecast

Admin Checklist for Capacity Plan Setup
# Admin Checklist for Workload and Forecast Setup Format your data to ensure that your team can create workload and intelligent forecasts. ### Required Editions
View supported editions.
Workload histories and intelligent forecasts are optimized to work with Omni-Channel routing workflows. You can use queues or skill groups when you create a workload.
Configuration Step Documentation

Step 1. Set up Workforce Management.

Set Up Workforce Management

Step 2. Add the Time Slots related list to the Operating Hours object. Then create operating hours with time slots to represent your operating hours.

If you later create a capacity plan, your shift templates must use operating hours within the service territory's operating hours.

Add a Related List to an Object

Create Operating Hours with Time Slots

Step 3. Create service territories. When you create a workload, Workforce Management uses the selected service territory to set the time zone in the data view. This service territory also determines the time zone used in related forecast and capacity plan data views.

Create a Service Territory

Step 4. Set up Omni-Channel queue-based routing. Enable Omni-Channel, set up queues, and associate routing configurations with your queues.

  • To use Omni-Channel queue-based routing in Workforce Management, clear Use with Skills-Based Routing Rules when you define a routing configuration.
  • In Omni-Channel queue-based routing, Agent Work records contain the work assignments that are routed to your service reps. When you create a workload, you select an Agent Work date and time field to use for aggregation. Only stored Datetime fields are available for selection; formula and roll-up Datetime fields aren't available. This selection determines which Agent Work records fall within the workload timeframe. You can't upload data to the Agent Work object.

Enable Omni-Channel

Guided Setup Flow for Routing Cases with Omni-Channel

Set Up Omni-Channel

Create Routing Configurations for Your Queues

Create Queues

Step 5. If you plan to use Moirai (Beta) as your forecasting model, set up Data Cloud. Complete these steps before you create an intelligent forecast with Moirai (Beta):

  • Enable Data Cloud for your org
  • In Data Cloud Setup, go to Permission Sets > Data Cloud Salesforce Connector > App Permissions, and select Manage Intelligent Forecasting.
  • In Data Cloud Setup, go to Developer Tools > Data Kits, and deploy the Moirai Data Kit.

Data Cloud Provisioning

Deploy Data Kit Components

Step 6. If you use queue-based routing, your team can now create workload and intelligent forecasts. If your planners want to also create capacity plans from their forecasts, set up your org for capacity planning.

Create a Workload History

Create an Intelligent Forecast

Admin Checklist for Capacity Plan Setup
- **[Create Omni-Channel Queues for Workforce Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_queues.htm&release=264.0.0&type=5)** Route assignments to your agent teams so that they can share the incoming work. Set up a routing configuration and Omni-Channel queues. Then add your agents to each queue. # Admin Setup Set up a streamlined work plan process for your incident management teams. ### Required Editions
View supported editions.
- **[Create a Work Plan Template](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_work_plan_template.htm&release=264.0.0&type=5)** Simplify work plans for your incident management reps with work plan templates. # Admin Setup Set up entitlements and milestones for your incident management teams. ### Required Editions
View supported editions.
1. **[Set Up an Entitlement Process for Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_set_up_entitlement_process.htm&release=264.0.0&type=5)** Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident. 2. **[Add Entitlements to Your Page Layouts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_entitlements_page_layout.htm&release=264.0.0&type=5)** Add entitlements fields to your Incident page layouts. 3. **[Add the Milestones Component to the Incident Page Layout](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_milestones.htm&release=264.0.0&type=5)** See your time-dependent steps from the incident, such as first response or incident resolution times. # Admin Validates the First Agentforce IT Service Incident Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment. ## Use Case at a Glance **Persona:** A Salesforce admin responsible for validating the first Agentforce IT Service deployment **Job to be done:** Confirm that the configured employee and fulfiller experiences work together across one complete incident journey **Starting point:** The required Agentforce IT Service capabilities, data foundation, Employee Services portal, pilot users, Knowledge, assignment, and routing are ready **Successful outcome:** A pilot employee creates an incident without admin assistance, and the intended fulfiller receives and resolves it. The employee can retrieve the updated status or receive a configured in-app or channel notification. Use this scenario to turn initial setup into a validated first-value milestone. Define a controlled pilot, connect the responsible components, and evaluate whether the first incident journey is ready to expand. See the linked Help topics for procedures to deploy Agentforce IT Service, configure agents and the portal, manage access, and route incidents. ## Confirm Agentforce IT Service Readiness Before using this journey as an adoption test, confirm that the selected Agentforce IT Service capabilities are deployed and that Einstein Generative AI and Agentforce are on. Confirm that Data 360 is on, that the IT Service Data Kit is deployed, and that the required Knowledge search index is available. Also confirm that the IT Service Employee agent has the required subagents, actions, access, and portal deployment. If the pilot includes assistance from the IT Service Fulfiller agent, confirm its configuration and access separately. See [Set Up Agentforce IT Service Using Setup Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_bundles.htm&release=264.0.0&type=5 "Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface."), [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes."), [Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5 "A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes."), and [Create a Knowledge Search Index for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_create_knwldg_srchindex.htm&release=264.0.0&type=5 "The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library."). Confirm role-appropriate access for the admin, pilot employee, and pilot fulfiller. A profile alone doesn't provide every required Agentforce IT Service permission. See [Permission Sets for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_permission_sets.htm&release=264.0.0&type=5 "Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively.") and [Agentforce Permission Sets for IT Fulfillers and Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_permsets.htm&release=264.0.0&type=5 "Review the required permissions for your employees and IT teams to use Agentforce for IT services."). Allow for data sync and indexing before diagnosing recently created records. Recently created incidents may not be retrievable by record-identification actions until search indexes catch up. Confirm the incident record itself first, then retest retrieval after indexing completes. An immediate failure to find, summarize, or comment on the record doesn't prove that incident creation failed. Validate the incident record directly, and then retest retrieval after the indexing window when record-identification actions are part of the pilot. ## Define the First-Incident Pilot Choose one frequent, low-risk employee issue that a pilot fulfiller can reproduce and resolve. Match the issue to the configured IT Service Employee agent behavior, and provide enough information for assignment. Select an issue with a known resolution for the fulfiller to verify. | **Pilot Decision** | **Admin Question** | **Evidence of Readiness** | | --- | --- | --- | | Test issue | Is the issue specific, repeatable, and safe to resolve in the pilot environment? | The employee, fulfiller, expected fix, and verification method are identified. | | Employee entry point | Can the pilot employee use the deployed IT Service Employee agent in the Employee Services portal? | The employee logs in with their own credentials and can open the agent without admin assistance. | | Incident intake | Can the agent collect the required details and create the expected record? | The agent returns an incident number, and the record represents the employee and reported issue correctly. | | Assignment | Do the incident attributes match the intended active assignment rule? | The record is assigned to the expected user or queue. | | Routing | Can the pilot fulfiller receive the assigned work? | The fulfiller has the required access, queue membership, presence, availability, and capacity. | | Resolution | Can the fulfiller apply and verify a known fix? | The record contains the verified outcome, a useful resolution summary, and the appropriate status. | Use the pilot users' own accounts. An admin-only test doesn't prove that employee access, portal deployment, record permissions, assignment, and routing work together. For the canonical portal and employee user procedures, see [Create and Publish an Employee Services Portal Site](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_creation.htm&release=264.0.0&type=5 "Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site."), [Create Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5 "Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license."), and [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need."). ## Connect the End-to-End Journey Treat the first incident as a chain of accountable components rather than one Agentforce action. A successful incident-creation action doesn't prove that assignment, routing, resolution, and employee updates work. | **Journey Stage** | **Responsible Component** | **Evidence to Confirm** | | --- | --- | --- | | Employee reports the issue | Deployed IT Service Employee agent and its configured incident action | The conversation collects missing details, creates an incident, and returns its number. | | Incident receives operational context | Incident configuration, including any configured priority logic | Reporter, subject, description, impact, urgency, priority, and status support the pilot process. | | Incident reaches the correct team | Assignment rule or another configured assignment method | The record owner is the intended user or queue. | | Work reaches a fulfiller | Omnichannel Routing | The intended fulfiller is available to receive and accept the work item. | | Fulfiller investigates and fixes the issue | Incident workspace, Knowledge, and optional IT Service Fulfiller agent assistance | The fulfiller understands the issue, uses an appropriate solution, and verifies the result. | | Resolution becomes visible | Incident lifecycle and configured notifications or employee ticket access | The record contains the resolution, and the employee can retrieve the new status or receives an update. | Agentforce can create the incident, but incident creation doesn't by itself assign the record to a queue or deliver the work item to a fulfiller. Assignment and Omnichannel Routing remain distinct controls. See [How an Incident Record Moves Through Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_routing_workflow.htm&release=264.0.0&type=5 "This is what the high-level workflow for omnichannel routing looks like for an incident."), [Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5 "Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue."), and [Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5 "Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays."). ## Validate Incident Creation in the Employee Services Portal Ask the pilot employee to use an explicit incident request for the selected issue. Confirm that the agent asks for missing information rather than creating an incomplete record, creates the incident only after the employee's intent is clear, and returns a ticket number. Inspect the resulting record for the employee identity, reported method, subject, description, impact, urgency, priority, status, and owner. The exact fields depend on the configured process. The record requires enough information for assignment and resolution without the admin repairing the intake manually. For the supported IT Service Employee agent incident actions and example interactions, see [AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5 "Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution."). For agent creation, activation, and testing, see [Create and Configure the IT Service Employee Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_emplye_agent.htm&release=264.0.0&type=5 "Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses."). For portal deployment, see [Additional Settings for IT Service Agents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_config_deplmnt_channels.htm&release=264.0.0&type=5 "Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data."). ## Validate Queue Assignment and Omnichannel Routing First, confirm that the created incident reaches the intended user or queue. Then, only if the owner is a queue, confirm separately that Omnichannel Routing offers the work item to the pilot fulfiller. If the owner is a user, skip Omnichannel because the fulfiller already has the record. If either transition fails, identify the failing boundary instead of treating the complete journey as an Agentforce failure. Use the incident attributes and active rule criteria to investigate assignment. For routing, check queue membership, permissions, presence status, availability, capacity, workload, skills when configured, and the routing setup. A correctly assigned record can still remain undistributed when no eligible fulfiller is available. If automatic priority is part of the pilot, verify that the resulting priority reflects the configured impact and urgency logic. Keep this check separate from assignment because priority calculation doesn't determine whether routing is operational. See [Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.") for the canonical configuration procedure. ## Validate Incident Resolution in Agentic IT Service Desk The pilot fulfiller accepts the work and reviews the incident context and relevant articles in the Knowledge component before selecting and applying a fix. The fulfiller verifies the result against the original symptoms. The IT Service Fulfiller agent can assist with configured actions such as checking attributes, summarizing the incident, finding related records, or proposing a resolution. The fulfiller remains accountable for the resolution. Generated summaries and proposals are supporting evidence, not proof that the issue is fixed. After verification, the fulfiller records what changed and how the outcome was confirmed. The fulfiller then uses **Resolved** when the issue is fixed or **Closed** when the incident lifecycle is complete under the company's process. For the canonical incident lifecycle and resolution procedure, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). For optional agent assistance, see [Create and Configure the IT Service Fulfiller Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_fulfiler_agent.htm&release=264.0.0&type=5 "Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle.") and [AI Actions for Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_incmgmnt.htm&release=264.0.0&type=5 "Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle."). For the role of Knowledge in employee and fulfiller experiences, see [Work with Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_work_with_knowledge.htm&release=264.0.0&type=5 "Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery."). ## Confirm the First-Incident Milestone The first-incident journey passes only when all of these outcomes occur without admin intervention in the employee or fulfiller tasks: - The pilot employee can access the Employee Services portal and create the incident. - The incident accurately represents the employee's issue and returns a ticket number. - The configured assignment method sends the incident to the intended user or queue. - If the incident is assigned to a queue, Omnichannel Routing offers the work item to an eligible pilot fulfiller. If the incident is assigned directly to a user, the assigned fulfiller can access the record. - The fulfiller accepts the work, applies an appropriate fix, and verifies the result. - The incident records the resolution and appropriate lifecycle status. - The employee can retrieve the updated ticket status or receives the configured update. If the journey fails, record the last successful boundary and the first failed boundary. These boundaries help identify whether the failure occurred in employee access, agent behavior, incident data quality, assignment, routing, fulfiller access, resolution, or employee communication. For notification channels and behavior, see [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). Completing one traceable incident journey demonstrates first value and pilot readiness. Evidence of adoption comes from repeatable successful journeys across a broader group of employees and fulfillers over time. ## Separate Incident Creation from Employee Self-Service A Knowledge answer or successful service catalog flow is a different employee outcome from incident creation. Successful self-service doesn't necessarily create an incident, enter assignment, or require Omnichannel Routing. Test it in a separate conversation with a distinct request and evaluate the answer or request record that the configured path is expected to produce. Don't assume that standard Knowledge grounding creates and resolves an incident. If the intended experience requires one automated path to create a record, complete underlying work, and update its status, that behavior requires the corresponding configured action or flow. See [Employee Self-Serves an IT Request in Slack or Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_employee_self_service.htm&release=264.0.0&type=5 "Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues.") for the separate employee self-service adoption journey. # Advanced Approvals for IT Services Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Advanced Approvals uses Flow Orchestrations to create approval workflows. The limitations and best practices for Flow Orchestrations apply to Advanced Approvals. For detailed configuration and setup steps, see [Manage Advanced Approvals in Revenue Cloud](https://help.salesforce.com/s/articleView?id=ind.qocal_advanced_approvals.htm&language=en_US&type=5). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about Advanced Approvals in Revenue Cloud, apply the same concepts to IT service objects. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Scenario: John is a Salesforce admin who wants critical releases at his company to go through an authorization process before they are deployed because they carry a high risk and impact. He decides to use the Advanced Approvals feature to automate the authorization process. He wants the release to be implemented if it’s approved by a chain of approvers. The request only goes to the next user in the hierarchy if the first user approves it. He designs a serial approval flow for releases with priority equal to critical which is triggered when the release record is created or updated. He also adds an action button to Releases so release managers can manually submit approval requests. Workflow: Jake is a release manager who who creates an IT Release for an emergency change request. If multiple approvers are sent the request simultaneously, Advanced approvals automatically sends approval requests to all stakeholders and creates an approval record for each request. In this case, only a single request is created because the request goes to the next person only after the first person approves it. All approvers also receive notifications via email. Now, Sara is one of the members who receives an approval request. She logs in to her Approvals app and finds the request in her Approval Work Items. She reviews the request and approves it. Meanwhile, Jake stays updated with the status of the request from the Approval Status field on the release record. The approval request then goes to Julia, Sara’s manager, who receives an email about the approval request and can approve the request from her Approvals app. After all the approvers approve the request, Jake proceeds with deploying the release. # Advanced Routing with Omni-Channel Flows Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.
View supported editions.
- **[How Does an Omni-Channel Flow Work?](https://help.salesforce.com/s/articleView?id=service.how_does_an_omni_channel_flow_work.htm&release=264.0.0&type=5)** When your customer initiates a chat, voice, or messaging conversation, launch an Omni-Channel flow to route the work item to a queue, skill, service rep, or bot. - **[Create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5)** Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs. - **[Create Cases for Inbound Calls with an Omni-Channel Flow Template](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_cases_with_omni_flow.htm&release=264.0.0&type=5)** Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue. - **[Assign an Omni-Channel Flow to a Chat Button](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_chat_button_for_flow.htm&release=264.0.0&type=5)** Route chats to the best service rep dynamically using the Omni-Channel routing type and Omni-Channel flows. - **[Assign an Omni-Channel Flow to a Phone Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&release=264.0.0&type=5)** Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel. - **[Assign an Omni-Channel Flow to Route Cases from Email-to-Case](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_email_to_case.htm&release=264.0.0&type=5)** Route cases from your customer support emails to qualified support reps with an Omni-Channel flow. - **[Invoke an Omni-Channel Flow to Route Non-Real-Time Objects](https://help.salesforce.com/s/articleView?id=service.omnichannel_use_flow_to_route.htm&release=264.0.0&type=5)** To route non-real-time objects, such as cases, leads, and custom objects, define the routing logic in an Omni-Channel flow, and then invoke the flow from a parent flow based on your business rules. For example, to trigger the flow to run when cases are created, add it as a subflow in a record-triggered flow. Or, to perform a custom transfer process, add it as a subflow in a screen flow. - **[Considerations When Using Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flow_considerations.htm&release=264.0.0&type=5)** Omni-Channel flows enable you to implement robust routing logic. To ensure work is routed as expected, review these guidelines. #### See Also - [Build a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US) # Advanced Topics Track and protect your internal IT assets, like laptops and phones, directly within your org. Fulfill incoming requests from active stockrooms with the Sourcing Agent. Run custom batch jobs to transition large groups of devices with just a few clicks. To maintain an accurate record, compare your managed assets against entitlements and monitor daily usage trends. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Manage Hardware Asset Lifecycles and Inventory](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_manage_hw.htm&release=264.0.0&type=5)** Streamline hardware operations to reduce shipping costs and ensure accurate billing. Use the Agentforce Sourcing Agent to improve inventory utilization and automate high-volume lifecycle transitions with custom batch jobs. To monitor capacity and daily usage trends, track managed hardware assets against purchased entitlements. - **[Configure a Sourcing Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sourcing_agent.htm&release=264.0.0&type=5)** Configure a sourcing agent to evaluate real-time inventory and logistical constraints for approved hardware requests. The agent determines the fulfillment path based on geographical proximity and recommends by using existing stock, internal transfers, or new procurement. You can customize the logic to evaluate requests by using your specific business criteria. - **[Manage Hardware Assets in Digital Wallet](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_dgtl_wallet.htm&release=264.0.0&type=5)** Track the consumption metrics associated with your managed hardware assets to scale your billing accurately. Because Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts, use Digital Wallet to monitor capacity and view daily usage trends. Review these metrics to stay within entitlement limits and prevent unexpected overages. - **[Create a Custom Batch Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_custom_batch.htm&release=264.0.0&type=5)** Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure custom batch jobs to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file. Specify an active flow to customize execution for your business requirements. # Agent Chat for Service Assistant Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record. ### Required Editions
View supported editions.
Checkmark This article applies to: Service Assistant for Case, Messaging, and Voice.
- [Agent Chat Overview](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Agent Chat Framework](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Agent Chat and the Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Agent Chat in Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Agent Chat in Guidance Plans](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Access, Activation, and Setup](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5) ## Agent Chat Overview Agent chat is a capability of Service Assistant that lets service reps talk directly with the agent from a chat box at the bottom of the component. Service reps can use agent chat to look up account and contact details, request a summary of record activity or the service plan, draft and send emails, launch Agentforce Actions, and look up knowledge information on demand, all without leaving the component. ![Example of the Service Assistant chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat.png) Agent chat is available in both guidance and dynamic plans, but the role it plays in the rep experience differs by plan type. - In dynamic plans, agent chat complements the active and proactive workflow driven by Service Assistant. The plan is generating and adapting steps in real time, and agent chat gives reps a way to go deeper on any step, run an action, or get context on demand alongside that live workflow. See [Agent Chat in Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5). - In guidance plans, the plan is static and doesn't adapt on its own. Reps carry more of the research and decision-making themselves, which makes agent chat more central to how they work. Reps rely on it to fill in gaps the checklist doesn't cover, look up information, and complete tasks that the plan steps don't execute on their own. See [Agent Chat in Guidance Plans](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5). Regardless of plan type, agent chat works within the same underlying framework. ## Agent Chat Framework Service Assistant has built-in conversational abilities that work the same way as other Agentforce agents. By default, Service Assistant can answer questions and respond to user requests grounded in the current plan context and the record the service rep is working on. For cases, this includes the fields and objects configured in Service AI Grounding. For messaging sessions, this includes the full messaging transcript. Reps can ask questions about the current step, request a plan summary, or get context about the record without any additional configuration. To let reps go beyond the current plan and record context, such as looking up account or contact details, querying CRM data, drafting emails, or answering general knowledge questions, add at least one standard subagent. Standard subagents extend what Service Assistant can do outside the boundaries of the current plan. You can add one or both subagents to your agent.
Standard Subagent Role In Service Assistant
General CRM

Lets Service Assistant answer service reps' questions using CRM data. The subagent includes these standard Agentforce Actions by default. These actions aren't directly customizable. If you need to modify the behavior of any of these actions, you must create a custom action based on the standard action and add it to your agent.

  • Draft or Revise Email
  • Get Record Details
  • Answer Questions with Knowledge
  • Query Records
  • Extract Fields and Values from User Input
  • Query Records with Aggregate
  • Update Record
  • Get Activity Details
  • Identify Record by Name
  • General FAQ
General FAQ Lets Service Assistant answer service reps' questions based on information in your knowledge articles. It includes only the Answer Questions with Knowledge action, the same action already included in the General CRM subagent. Add General FAQ on its own when you want reps to look up knowledge but don't want to grant the broader CRM capabilities, such as querying or updating records, drafting emails, and getting record details, that come with General CRM. If you've already added General CRM, you don't need General FAQ for knowledge lookup.
## Agent Chat in Dynamic Plans In dynamic plans, agent chat supports the active workflow. As the plan generates steps in real time, reps can use the chat box at any point to ask questions, get clarification on a step, look up accounts or record details, or ask the agent to run an action. Service Assistant is grounded on all interactions throughout the session, including the steps that have been generated, the actions that have been executed, the conversation history, and the record itself. For messaging sessions, record data includes the full messaging transcript. For cases, this includes the fields and objects set in your Service AI Grounding configuration. Because Service Assistant continuously monitors the record, adapts steps in real time, suggests relevant actions, and is grounded in the component feed, service reps can use the chat to get a summary at any point, whether mid-resolution or when joining a record that already has history. Unlike guidance plans, dynamic plans are proactive. Service Assistant actively states what to do next, surfaces relevant knowledge, and suggests or runs actions as the record and conversation evolve, without waiting for the rep to ask. Agent chat works alongside this live workflow. What a rep does in chat, such as running an action or gathering record details, becomes context that the next generated step adapts to. Reps can also use the chat to steer which subagent guides the plan. As the customer's intent changes, Service Assistant can switch to a different subagent and then switch back when the new issue is resolved. When it doesn't switch back on its own, a rep redirects it through the chat, such as "Let's go back to the original issue." See [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&type=5&language=en_US). Dynamic plans advance steps automatically. When a step is completed with an action, Service Assistant advances to the next step. For any step that isn't automated by an action, Service Assistant tells service reps which tasks to complete. After completing the tasks, service reps tell Service Assistant in the chat that the current step is done, such as by entering Step complete or Confirmed. For steps that aren't automated, Service Assistant uses language such as "Once confirmed, let me know so we can proceed" to prompt service reps to continue the workflow manually. ![Example of using chat to work steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat_dp.png) ## Agent Chat in Guidance Plans In guidance plans, agent chat is optional and you turn it on manually from the Service Assistant Setup page. After you turn it on, the chat box shows at the bottom of the Service Assistant component. ![Example of the Service Assistant chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat_guidance_plan_enable.png) As in dynamic plans, reps can use agent chat to ask questions, request knowledge on demand, run Agentforce Actions, or ask for a summary of activity. Because agent chat is integrated with the guidance plan checklist, Service Assistant is grounded in the rep's progress through the plan, including which steps are marked complete, the conversation history in agent chat, executed actions, and the case record fields and objects configured in Service AI Grounding. ![Example of the Service Assistant chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat_guidance_plan.png) When fields or objects set in your Service AI Grounding configuration are updated in the record, reps can reflect the latest data in the service plan by selecting **Redraft Plan** or by asking agent chat directly, "What are the latest updates for the record?" Because guidance plans are static, Service Assistant isn't proactive and doesn't actively state what steps to take, surface knowledge information, or suggest actions. If reps want assistance with a specific step or want to complete tasks such as looking up knowledge information, querying records, or running an action, they use agent chat. To support these tasks, add the General CRM subagent to your agent. Service reps can't use the chat to ask Service Assistant to mark steps as complete or redraft the plan. They complete these tasks manually. ## Agent Chat and the Component Feed Agent chat is available as soon as the rep opens the record. For both guidance and dynamic plans, plan generation is controlled by your eligibility criteria, and the Service Plan card can take up to a minute to show. Agent chat is always available once the record is opened, so reps can start using the chat right away, such as asking for account or contact details, before the Service Plan card shows in the component. Every chat interaction is saved to the component feed, including questions asked, knowledge lookups, and requests to run agent actions. Service Assistant is grounded in every interaction in the component feed. How Service Assistant uses the feed depends on the plan type. For dynamic plans, any chat that a rep enters before the Service Plan card shows in the component and before the rep selects **Start Plan** becomes a grounding source for the service plan. For example, if a rep asks how to get started resolving the record before the Service Plan card shows, and Service Assistant states what to do, that interaction is saved to Service Assistant's memory. When the rep selects **Start Plan**, the plan picks up from any steps the rep completed before the Service Plan card showed. For Service Assistant to skip those steps, the rep must confirm that they already completed the steps. Otherwise, the first step in the plan can repeat the step the rep already completed. For guidance plans, Service Assistant doesn't generate the checklist steps from any work or interactions that took place before the Service Plan card shows in the component or before a service rep selects **Draft Plan**. Service Assistant uses the component feed only as context to summarize the work completed in the plan, such as the questions a rep asked to look up knowledge, the actions they ran, and any steps they checked off. The plan itself isn't generated from any work completed before the Service Plan card shows or a plan is drafted. The feed persists after a rep finishes working the record. What happens to the chat box when the record is done depends on the channel. - For cases, the service plan ends when the case is closed, but Service Assistant and the chat box stay available for about 24 hours after the case closes. During that time, service reps can complete wrap-up tasks using the chat. The full feed history is saved and available to view. - For messaging sessions, the service plan ends when the session ends, so Service Assistant no longer provides proactive, step-by-step assistance. But Service Assistant and the chat box stay available for about 24 hours after the session ends. During that time, service reps can complete wrap-up tasks such as asking for a summary, drafting a follow-up email, asking knowledge questions, running actions, or getting general help using the chat. All interactions are saved to the component feed. ## Access, Activation, and Setup Agent chat is available only with the Adaptive Experience Add-On license. If you have only the Service Planner Add-On license, contact your Salesforce account executive. Accessing and using agent chat requires no additional permissions beyond the standard Service Assistant permissions. For dynamic plans, agent chat is turned on by default when you turn on dynamic plans for Case or Messaging Session from the Service Assistant Setup page. For guidance plans, agent chat isn't turned on by default. To turn it on, go to the Service Assistant Setup page and turn on the feature from the Case tab. After it's turned on, the chat box shows in the component for all reps with access to Service Assistant. By default, agent chat is grounded in the current plan and record. To let reps work beyond that context, such as looking up account and contact details, querying CRM data, drafting emails, and answering general knowledge questions, add the General CRM subagent, the General FAQ subagent, or both to your agent in Agentforce Builder. ## Considerations - Service Assistant isn't grounded on other Service Assistant capabilities. Agent chat doesn't have context from Case Catch-Up & Insights or Service Replies. Each capability operates independently in the Service Assistant component. The service plan steps aren't grounded on those capabilities, and reps can't use the chat box to ask about the content in the insights card or a service reply. - When multiple service reps work the same record, all reps see the same agent chat thread. The conversation is tied to the record, not the individual rep. Any messages sent, actions executed, or responses generated in agent chat are visible to all reps working the record in real time. - Translation of agent chat responses isn't supported in Service Assistant. Only English is supported. Dynamic plans also aren't translated. Guidance plans are translated. See [Service Assistant Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation&language=en_US). - Without at least one standard subagent, reps can interact with the agent only within the scope of the current plan and record context. Tasks such as looking up account details, querying records, or drafting emails require a standard subagent. - In guidance plans, Agentforce Actions and Quick Actions serve different purposes. Quick Actions show as buttons directly in plan steps and are always visible to reps as part of the checklist. Agentforce Actions aren't surfaced in the guidance plan and are available only through agent chat by the service rep specifically asking to execute an action. Reps can't invoke Quick Actions from the agent chat box, but Service Assistant has context of any Quick Actions completed in the steps. # Agent Console Concepts Review the following terminology used to describe the components of the Agent console. ### Required Editions
View supported editions.
## Frames Separate sections of the console, each displaying a different record, list view, or other page. ## List View The console's top frame, which is a list view of records based on specific criteria. The list views you can select to display in the Console tab are the same list views defined on the tabs of other objects. You cannot create a list view within the console. ## Detail View The Agent console's center frame, which is the detail page view of any record selected from any of the console's other frames. The detail view displays the same page layouts defined for the object's detail pages. When a record is displayed in the detail view, it’s highlighted in the list view. ## Mini View The Agent console's right frame that displays the records associated with the record displayed in the detail view. The fields displayed in the mini view are defined in the mini page layouts by an administrator. If the record in the detail view doesn’t have any records associated with it, the mini view doesn’t display. ## Sidebar The Agent console's left frame, which displays recent items, the Recycle Bin, and other components, just like the sidebar displayed on every Salesforce page. To show or hide the sidebar in the console, click the border of the left frame. ## Related Objects Objects chosen by an administrator to display in the Agent console's mini view when records of a particular type are shown in the console's detail view. For example, when a case is in the detail view, an administrator can choose to display an associated account, contact, or asset in the mini view. ## Mini Page Layouts A subset of the items in a record's existing page layout that administrators choose to display in the Agent console's Mini View and in Hover Details. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from the page layout. ## Console Layout Objects chosen by an administrator to display in the list view frame of the Agent console. For example, if an administrator adds cases to a console layout, then users whose profiles are assigned to that console layout can see list views of cases in the console's list view frame. #### See Also - [Legacy Agent Console](https://help.salesforce.com/s/articleView?id=service.console_about.htm&release=264.0.0&type=5 "The legacy agent console in the console tab makes it easier to find related information with less switching between pages.") - [Display the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_start.htm&release=264.0.0&type=5 "You can start using the Agent console after your administrator has set it up.") - [Navigate Within the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_navigating.htm&release=264.0.0&type=5 "What you click in the Agent console determines which frame a record displays in.") # Agent Console FAQ Frequently asked question about the Agent Console. ### Required Editions
View supported editions.
- **[How is the Console tab different from other tabs in Salesforce?](https://help.salesforce.com/s/articleView?id=service.faq_console_how_is_the_console.htm&release=264.0.0&type=5)** The Console tab is just like other tabs in Salesforce except that the console can display records from several different Salesforce tabs all on one Console tab. This specialized display is called the Agent console, and it allows you to have all the information you need on one tab when interacting with Salesforce. By using the Agent console in the Console tab, you can quickly find, view, and edit records, such as cases, accounts, and contacts, with fewer clicks and without switching back and forth between screens. - **[How do I view the Agent console?](https://help.salesforce.com/s/articleView?id=service.faq_console_how_do_i_view.htm&release=264.0.0&type=5)** You can view the Agent console by clicking the Console tab. - **[Why do I only see the list views of certain objects in the Agent Console?](https://help.salesforce.com/s/articleView?id=service.faq_console_why_do_i_only.htm&release=264.0.0&type=5)** The list views of objects you can display in the Agent console are defined by your administrator in the console layout assigned to your user profile. - **[Can I view more than one Agent console?](https://help.salesforce.com/s/articleView?id=service.faq_console_can_i_view_more.htm&release=264.0.0&type=5)** No. You can only view one Agent console. - **[Is the Agent console the same thing as the Salesforce console?](https://help.salesforce.com/s/articleView?id=service.faq_console_is_the_console.htm&release=264.0.0&type=5)** No. The Salesforce console improves on the Agent console by providing you with more advanced options and technologies. # Agent Template: Scheduling Agent for Field Service in the Legacy Agentforce Builder Quickly answer customer requests made in natural language by working with the Scheduling agent that manages appointments directly and intelligently with your customers. You can use the Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up response times and optimizes resource allocation. Complex issues are seamlessly escalated to a representative. Customers benefit from faster resolutions and more efficient service. And, your customer service teams are freed up to work on other tasks. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
The Scheduling agent includes these standard subagents: Appointment Management for Field Service Schedules a service appointment, reschedules an existing service appointment, cancels an existing service appointment, or shows information about existing scheduled appointments. Customer Verification for Field Service Verifies the customer's identity as a required first step before they can access appointment scheduling or other services. Escalation Escalates conversations to a live representative. As initially configured, this subagent escalates conversations only when customers ask to speak to a human, but rules regarding escalation are customizable. General FAQ Helps answer customers’ questions by searching through available knowledge articles and providing information from those articles. The questions can be about the company and its products, policies, or business procedures. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For using the Scheduling agent for the Salesforce Scheduler solution, see [Set Up Agentforce for Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_agentforce_setup.htm&type=5&language=en_US). #### See Also - [Automate Your Business Processes with Salesforce Flow](https://help.salesforce.com/s/articleView?id=platform.platform_automation.htm&language=en_US) # Agent-based Discovery for Extended Device Coverage Use agent-based discovery to identify and track assets across environments that require installed monitoring. Discovery agents run on individual hosts to collect detailed hardware and software inventory, ensuring continuous and accurate updates to your Configuration Management Database (CMDB). ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
Agent-based discovery extends visibility to systems that are not always reachable through network scans. By installing lightweight discovery agents on Windows, macOS, or Linux hosts, you can continuously collect configuration data, detect changes, and maintain an up-to-date CMDB. Agents send the collected data to the Discovery application, which then updates the Configuration Management Database (CMDB) at scheduled intervals. Each agent uses a registration token to do secure data exchange and proper mapping to your Salesforce CMDB and Service Graph instance. ## Secure Agent Communication The Discovery Agent and Discovery Application communicate over TCP ports 8190 and 8191. Both hosts must allow communication on these ports. The agent and Discovery Application authenticate each other using mutual TLS (mTLS), with both sides presenting certificates. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example An IT administrator installs discovery agents across branch office servers and employee laptops that aren’t accessible through the internal network. Software changes, hardware upgrades, and system updates are automatically detected by the agents. The updated asset information is then sent to CMDB without requiring manual scans. - **[Download and Install Discovery Agents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_install_agents.htm&release=264.0.0&type=5)** Install discovery agents to collect hardware and software inventory data from Windows, macOS, and Linux systems. Agents continuously scan host environments and send collected data to Configuration Management Database (CMDB), keeping it accurate and up to date. - **[Manage Discovery Agents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_manage_agents.htm&release=264.0.0&type=5)** Monitor and configure discovery agents from a single page to keep asset data current and your Configuration Management Database (CMDB) synchronized. Review installed agents, set how often they report, and uninstall agents that are no longer required. # Agentforce Contact Center Agentforce Contact Center is an AI-first, fully integrated contact center solution built within Salesforce that brings together voice, digital channels, CRM, and AI in one platform. Designed as an AI-first engagement hub, Agentforce Contact Center empowers you to support customers through contextual, multi-channel experiences. Service reps can communicate with customers across communication channels such as messaging, WhatsApp voice, and public telephony voice through the same interface. ![Communicate across channels with the Agentforce Contact Center.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_afcc_overview.png) By eliminating the divide between communication channels and customer data, Agentforce Contact Center gives humans and AI agents the real-time context needed for proactive support. Because your channels and CRM data are connected, if the customer reaches back for assistance on a different channel, their context is preserved. Channel, AI, data, and workflow management is streamlined through one platform. Admins can set up AI agents once and deploy across all channels while connecting customer history across sales, marketing and service to reduce overhead and accelerate time to value. Agentforce Contact Center offers built-in telephony capabilities that support call recording, transcription, and real-time supervisor controls. It also offers Interactive Voice Response options in flows to align the caller experience with your brand and tone. Here are the channels that are included in Agentforce Contact Center. You can mix and match channels across contact center models. | Channel | Description | | --- | --- | | [Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&release=264.0.0&type=5 "With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities.") | Deliver personalized phone service for high-impact customer issues with the built-in telephony offering from Salesforce. | | [Email](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&language=en_US) | Customers send emails to you, and the emails are turned into cases. | | [Web forms](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&language=en_US) | Customers fill out a form on your website and submit it, and the forms are turned into cases. | | [Messaging apps](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&language=en_US) | Customers contact your support center via SMS text messaging, Facebook Messenger, WhatsApp, Apple Messages, LINE, or Partner Messaging integrations. Service reps respond to messages from the Service Console. | | [Web chat and mobile app chat](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&language=en_US) | Embed customer service into your website or mobile apps, so customers can chat with your support team and get help quickly and easily. | # Agentforce Field Service and Operations Agentforce Field Service and Operations (formerly known as Field Service) gives you a powerful, highly customizable, mobile-friendly field service hub in Salesforce. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Running a field service business means managing numerous moving parts. With Agentforce Field Service and Operations, you get the tools that you need to manage work orders, scheduling, and your mobile workforce. Here are some of the things you can do. - Create records that represent your field service workers, dispatchers, and call center reps, and add details about their skills, location, and availability - Set up multilevel service territories that represent the regions where mobile workers can provide services - Track the location and status of your inventory, warehouses, service vehicles, and customer sites - Schedule one-time or recurring work orders for customers, and add details about worker preferences, required skills, and parts - Create maintenance plans and templates to standardize your field service tasks - Generate service reports to keep customers informed about service progress ## What’s Included Core Features When Agentforce Field Service and Operations is enabled, you gain access to a [suite of standard objects](https://help.salesforce.com/s/articleView?id=service.fs_standard_objects.htm&release=264.0.0&type=5 "When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field Service managed package also includes custom objects that support its scheduling and optimization features.") that you can find in Setup and as tabs in Salesforce. These objects make up the core product features, including work orders and service appointments. Managed Package The Field Service managed package builds on the core features and includes: - A Guided Setup tool that walks you through creating Field Service records and customizing your settings - A dynamic scheduling console that gives dispatchers and supervisors a bird’s-eye view of all team members and scheduled appointments - A scheduling optimizer that allocates resources to appointments in the most efficient way possible by accounting for worker skill level, travel time, location, and other factors - Scheduling policies and triggers that help you customize your scheduling model and display preferences Mobile App The offline-friendly Field Service mobile app for iOS and Android makes work a pleasure for your mobile workers. App users can update work orders, track parts, gather customer signatures, and connect with dispatchers from their mobile devices. Download the app from the App Store or Google Play. Field Service APIs and Developer Resources Ready to get started developing with Agentforce Field Service and Operations? Check out the [Field Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev) for object relationship diagrams, API reference information, and code samples. For usage restrictions that apply to this product, see [this document](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/sales-service-contractual-restrictions.pdf). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Learn About Field Service](https://help.salesforce.com/s/articleView?id=service.fs_learn_parent.htm&release=264.0.0&type=5)** Ready to get started with Agentforce Field Service and Operations (formerly Field Service)? Explore resources in and outside of Salesforce Help, review limits and limitations, and understand key concepts such as scheduling and optimization. - **[Set Up Field Service Basics](https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&release=264.0.0&type=5)** Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans. - **[Manage Field Service Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_manage_scheduling_parent.htm&release=264.0.0&type=5)** Take control of service appointment scheduling in Agentforce Field Service and Operations (formerly Field Service). Create an optimized schedule for your team and use out-of-the-box scheduling features. - **[AI Solutions for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_einstein_setup_parent.htm&release=264.0.0&type=5)** Equip your mobile workers and dispatchers with intuitive AI tools from Agentforce. - **[Extend Field Service](https://help.salesforce.com/s/articleView?id=service.fs_extend.htm&release=264.0.0&type=5)** Take Agentforce Field Service and Operations (formerly Field Service) to the next level with tools like Appointment Assistant, Visual Remote Assistant, and Workforce Scheduling. - **[Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_overview.htm&release=264.0.0&type=5)** The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce. - **[Track Field Service Metrics](https://help.salesforce.com/s/articleView?id=service.fs_get_metrics_with_analytics.htm&release=264.0.0&type=5)** Explore advanced analytics tools to guide your field service decision-making. - **[Field Service Reference](https://help.salesforce.com/s/articleView?id=service.fs_reference.htm&release=264.0.0&type=5)** Find information about standard objects and components used in Agentforce Field Service and Operations (formerly Field Service). # Agentforce for Field Service Dispatchers Supercharge the efficiency of your dispatchers by using Agentforce. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions, with an Agentforce for Field Service license. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
- **[Set Up the Field Service Dispatching Agent](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatcher_setup.htm&release=264.0.0&type=5)** Follow the steps to set up the Field Service Dispatching agent. - **[Customize Summary Categories for Agentforce in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_customize_reports.htm&release=264.0.0&type=5)** When a dispatcher asks Agentforce for a summary, by default, the summary looks at today’s schedule. You can add, remove, or modify the summary’s categories to suit your needs. For example, show all the unscheduled appointments for the upcoming two weeks or show all the incomplete appointments from the past week. - **[Considerations for Using the Dispatcher Agent in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_dispatcher_considerations.htm&release=264.0.0&type=5)** Keep these considerations in mind when using the dispatcher agent to fill schedule gaps, get a daily summary of scheduling issues, or filter your appointment list. - **[Using Agentforce as a Dispatcher](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher.htm&release=264.0.0&type=5)** Use Agentforce to boost your productivity, helping you to get more done in less time. # Agentforce for Field Service Mobile Workers Supercharge your Field Service mobile workforce efficiency by using generative AI and Agentforce. ### Required Editions
Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Field Service add-on. Also available in Einstein 1 Field Service Edition.

To purchase the Einstein for Field Service add-on, contact your Salesforce account executive.

Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.
Setup for Einstein generative AI is available in Lightning Experience.
Setup for Agentforce is available in Lightning Experience.
The Field Service core features and managed package are available in Enterprise, Performance, Unlimited, and Developer Editions.
To access Field Service mobile work template, users need the Agentforce Employee Agent add-on license.
- **[Considerations for Einstein for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.fs_einstein_considerations.htm&release=264.0.0&type=5)** To use Einstein for Field Service Mobile, consider supported functionality, usage, limitations and allowances, limits, and other issues. - **[Set Up Permissions for Einstein for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.fs_einstein_gen_ai_setup.htm&release=264.0.0&type=5)** Get access to Einstein for Field Service Mobile features. - **[Set Up Pre-Work Brief for Field Service Workers](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief.htm&release=264.0.0&type=5)** Show mobile workers a brief that uses generative AI to tell them everything they need to know about their upcoming work order. - **[Set Up Post-Work Summary for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_copilot_example_post_work_summary.htm&release=264.0.0&type=5)** Automate the completion of a work order by activating the Post-Work Summary for Field Service subagent. - **[Set Up a Scheduling Agent for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_agentforce_scheduling_employee.htm&release=264.0.0&type=5)** Let your workers schedule, reschedule, or inquire about appointments directly from Agentforce in the mobile app. - **[Build Your Agentforce for Field Service Mobile Experience](https://help.salesforce.com/s/articleView?id=service.fs_einstein_copilot_experience.htm&release=264.0.0&type=5)** Review the standard subagents and create your own as needed. Add standard or custom agent actions to your subagents according to your business needs. - **[Recommended Agentforce Utterances for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_copilot_utterances.htm&release=264.0.0&type=5)** The default Agentforce agent can help mobile workers in Field Service find information quickly and efficiently with natural language. # Agentforce for IT Desk IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
Streamline IT service management by using Agentforce. The primary benefits and features include: - **Automate Repetitive Tasks to Accelerate Resolution:** Agentforce automates repetitive tasks by generating issue summaries, suggesting resolutions from historical data, and automatically linking related records. - **Enhance Service Quality and Proactive Management:** Agentforce improves data integrity by assigning the correct priority and category to records. It also proactively identifies incident or problem trends, which helps teams address root causes faster and evaluate whether a problem record must be created from the incident. - **Streamline Stakeholder Communication:** AI-generated email drafts and swarm summaries help fulfillers provide clear, consistent, and timely updates to stakeholders. This improves transparency and ensures thorough documentation for every issue. **Example of conversation preview with the IT Fulfiller agent** ![Example of conversation preview with the IT Fulfiller agent](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_agentforce_fulfiller.png) - **[AI Actions for Calendar Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfiller_calendr_mngmnt.htm&release=264.0.0&type=5)** IT service desk members can schedule meetings, coordinate calendars, and manage event invitations by using Agentforce in their preferred channel. Streamline meeting coordination by creating events based on attendee availability, adding or removing participants, and handling the complete invitation process to reduce scheduling time and conflicts. - **[AI Actions for Change Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_chngreqmgmnt.htm&release=264.0.0&type=5)** Agentforce automatically populates key fields such as change type, business justification, impact analysis, and risk level. This automation streamlines scheduling, reduces manual effort, and improves the change request management process. - **[AI Actions for Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_incmgmnt.htm&release=264.0.0&type=5)** Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle. - **[AI Actions for Problem Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_prblmmgmnt.htm&release=264.0.0&type=5)** Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle. - **[AI Actions for Release Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_rleasmgmnt.htm&release=264.0.0&type=5)** Release managers use Agentforce to summarize releases and gain context throughout the lifecycle. - **[AI Actions for CMDB Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfiller_cmdbmgmnt.htm&release=264.0.0&type=5)** Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items. # Agentforce for IT Employees Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Employees use a channel of their preference to find knowledge articles and resolve common issues. Employees can also have conversations with Agentforce directly from the portal, Slack, or Microsoft Teams to get updates on their tickets or request items from the service catalog, such as hardware, software, or network access. For complex issues, Agentforce automatically creates an incident, or escalates to the service reps in the IT team who can help out employees further with manual intervention. **Example of conversation preview with the IT Employee agent** ![Example of conversation preview with the IT Employee agent](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_agentforce_employee.png) - **[AI Actions for Approval Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_apprvlmngmnt.htm&release=264.0.0&type=5)** Managers can review pending approvals and take action using Agentforce in a channel of their choice, such as the employee portal, Slack, or Teams. Get contextual summaries of open approvals and make faster, more informed decisions. - **[AI Actions for Cloud Resources Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_cloud_resource_mngmnt.htm&release=264.0.0&type=5)** Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution. - **[AI Actions for Collaboration Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_collab_mngmnt.htm&release=264.0.0&type=5)** Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution. - **[AI Actions for Compliance Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_comliance_mngmnt.htm&release=264.0.0&type=5)** Employees can report compliance issues, access data privacy policies, and manage regulatory requests using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate guidance on corporate governance, data handling standards, and compliance training to reduce time to resolution. - **[AI Actions for Employee Lifecycle Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employee_lifecycle_mngmnt.htm&release=264.0.0&type=5)** Employees can request onboarding, offboarding, promotions, transfers, resignations, role changes, and manager changes using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Streamline employee transitions and reduce time to resolution for lifecycle events. - **[AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5)** Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution. - **[AI Actions for Facilities Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_facilities_mngmnt.htm&release=264.0.0&type=5)** Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity. - **[AI Actions for Hardware Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_hardware_req_mngmnt.htm&release=264.0.0&type=5)** Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution. - **[AI Actions for IT Security Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_itsecurity_mngmnt.htm&release=264.0.0&type=5)** Employees can report security incidents, request firewall changes, manage certificates, and initiate security reviews using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure rapid threat response and streamlined security operations to protect corporate assets. - **[AI Actions for Network Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_network_mngmnt.htm&release=264.0.0&type=5)** Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime. - **[AI Actions for Policy Query Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_policy_query_mngmnt.htm&release=264.0.0&type=5)** Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions. - **[AI Actions for Software Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_software_mngmnt.htm&release=264.0.0&type=5)** Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools. # Agentforce for IT Service Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup.htm&release=264.0.0&type=5)** Enable the required settings and create agents for your employees and IT team using the templates. - **[Find the Right AI for Your IT Task](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ai_agent_finder.htm&release=264.0.0&type=5)** Use this guide to match your IT service requirement to the AI agent that handles it. Jump to a category to find the right agent for employees, specialized tasks, or IT fulfiller workflows. - **[Prompt Templates for IT Service AI Actions](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prmpt_tmplate_ai_actions.htm&release=264.0.0&type=5)** Prompt templates define how Agentforce IT Service AI actions analyze information, generate summaries, and create records. You can use predefined IT Service prompt templates or create custom versions tailored to your organization's specific requirements. - **[Agentforce for IT Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_parent.htm&release=264.0.0&type=5)** IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits. - **[Agentforce for IT Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employee_parent.htm&release=264.0.0&type=5)** Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available. - **[Specialized AI Agents for IT Service Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_parent.htm&release=264.0.0&type=5)** The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity. - **[Create and Validate an Automated Incident Triage](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_use_inctriage.htm&release=264.0.0&type=5)** Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents. - **[Considerations and Limitations for Agentforce in IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agntfrce_cnsdrtion_limtations.htm&release=264.0.0&type=5)** To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues. - **[Agentforce IT Service AI Usage and Metering](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentfrce_ai_usage_billing.htm&release=264.0.0&type=5)** Determine whether Agentforce IT Service AI actions and MuleSoft for flow integrations consume credits. Metering depends on the product, assigned permissions, execution context, and whether an AI action is predefined, cloned, or custom. # Agentforce HR Service Actions Get to know the actions included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration. ### Required Editions
View supported editions.
## Flow Connector Actions These actions are the recommended path for new implementations. They use native, no-code MuleSoft Flow Connectors to connect directly to HCMs, providing native functionality that eliminates the need for third-party integration maintenance. - [**Create Performance Goal Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_emp_goals_tool.htm&language=en_US) Employees and managers use this tool to create new performance goals in the connected external HR system. - [**Update Performance Goal Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_update_emp_goals_tool.htm&language=en_US) Employees and managers use this tool to modify details, dates, or the status of existing performance goals. - [**Get Performance Goals Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_emp_goals_tool.htm&language=en_US) Employees and managers use this tool to retrieve and view current performance goals. - [**Delete Performance Goal Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_delete_emp_goals_tool.htm&language=en_US) Employees and managers use this tool to remove performance goals that are no longer relevant or were created in error. ## Custom Integration Actions These actions require a third-party system integration with Workday or SAP SuccessFactors via a custom Mule application. **Actions Available in Agentforce Studio** The following actions from the custom library can be managed within the new Agentforce Studio workspace. **Requires Mule App Integration:** Leave Management: - [**Get Leave Balance Action**](https://help.salesforce.com/s/articleView?id=service.es_get_leave_balance_action.htm&language=en_US) Employees use this tool to get their leave balance. - [**Submit Leave Request Action**](https://help.salesforce.com/s/articleView?id=service.es_apply_for_leave_action.htm&language=en_US) Employees use this tool to submit a leave request. Expense Management: - [**Get Expense Items Action**](https://help.salesforce.com/s/articleView?id=service.es_get_expense_items_action.htm&language=en_US) Employees use this tool to get the expense report items for various expense categories. For example, the Travel category can include airfare and transport. - [**Get Past Expense Reports Action**](https://help.salesforce.com/s/articleView?id=service.es_get_past_expense_reports_action.htm&language=en_US) Employees use this tool to get past expense reports. - [**Submit Expense Report Action**](https://help.salesforce.com/s/articleView?id=service.es_submit_expense_report_action.htm&language=en_US) Employees use this tool to submit expense reports. Direct Deposit Management: - [**Get Direct Deposit Details Action**](https://help.salesforce.com/s/articleView?id=service.es_get_direct_deposit_details_action.htm&language=en_US) Employees use this tool to fetch their direct deposit details. - [**Submit Direct Deposit Details Action**](https://help.salesforce.com/s/articleView?id=service.es_submit_direct_deposit_details_action.htm&language=en_US) Employees use this tool to update their direct deposit details. **Standalone (No Mule App Required):** - [**Get Enablement Program Action**](https://help.salesforce.com/s/articleView?id=service.es_get_enablement_program_action.htm&language=en_US) Employees use this tool to fetch the employee enablement programs that they are enrolled in, as well as those their direct reportees are enrolled in. You need to provide the full username (first name and last name) for this tool to work. If a manager has more than 2 reportees with the same first and last name, the tool will not work and may bring data for any one of them. - [**Get Employee Profile Action**](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_prfl.htm&language=en_US) Employees use this tool to get their profile information. - [**Create Confidential Case Action**](https://help.salesforce.com/s/articleView?id=service.hr_svc_creat_of_cnfd_case_action.htm&language=en_US) Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists. **Actions Available in Standard Setup** The following actions must currently be configured using the standard Agentforce setup: **Requires Mule App Integration:** Leave Management: - [**Get Leave Balance Action**](https://help.salesforce.com/s/articleView?id=service.es_get_leave_balance_action.htm&language=en_US) Employees use this tool to get their leave balance. - [**Apply For Leave Action**](https://help.salesforce.com/s/articleView?id=service.es_apply_for_leave_action.htm&language=en_US) Employees use this tool to submit a leave request. Expense Management: - [**Get Expense Items Action**](https://help.salesforce.com/s/articleView?id=service.es_get_expense_items_action.htm&language=en_US) Employees use this tool to get the expense report items for various expense categories. For example, the Travel category can include airfare and transport. - [**Get Past Expense Reports Action**](https://help.salesforce.com/s/articleView?id=service.es_get_past_expense_reports_action.htm&language=en_US) Employees use this tool to get past expense reports. - [**Submit Expense Report Action**](https://help.salesforce.com/s/articleView?id=service.es_submit_expense_report_action.htm&language=en_US) Employees use this tool to submit expense reports. Direct Deposit Management: - [**Get Direct Deposit Details Action**](https://help.salesforce.com/s/articleView?id=service.es_get_direct_deposit_details_action.htm&language=en_US) Employees use this tool to fetch their direct deposit details. - [**Submit Direct Deposit Details Action**](https://help.salesforce.com/s/articleView?id=service.es_submit_direct_deposit_details_action.htm&language=en_US) Employees use this tool to update their direct deposit details. Profile Management: - [**Update Employee Profile Action**](https://help.salesforce.com/s/articleView?id=service.es_update_employee_profile_action.htm&language=en_US) Employees use this tool to update their profile information, such as first name, last name, mobile number, address, city, country, email address, province or state, postal or zip code, and pronouns. Case Management: - [**Get Object Picklist Items Action**](https://help.salesforce.com/s/articleView?id=service.hr_svc_gt_itm_in_picklist_action.htm&language=en_US) Retrieves standardized categories to gather specific data during the conversation before a confidential case is created. **Standalone (No Mule App Required):** - [**Get Enablement Program Action**](https://help.salesforce.com/s/articleView?id=service.es_get_enablement_program_action.htm&language=en_US) Employees use this tool to fetch the employee enablement programs that they are enrolled in, as well as those their direct reportees are enrolled in. You need to provide the full username (first name and last name) for this tool to work. If a manager has more than 2 reportees with the same first and last name, the tool will not work and may bring data for any one of them. - [**Get User Profile Details Action**](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_prfl.htm&language=en_US) Employees use this tool to get their profile information. - [**Create Confidential Complaint Action**](https://help.salesforce.com/s/articleView?id=service.hr_svc_creat_of_cnfd_case_action.htm&language=en_US) Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists. - [**Submit Resignation Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_submit_resgn_tool.htm&language=en_US) Employees use this tool to formally submit their resignation through the HR service agent. - [**Change Job Location Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_change_job_loc_tool.htm&language=en_US) Employees use this tool to request a change in their work location through the HR service agent. - [**Request Workplace Accommodation Action:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_req_wrkplc_accom_tool.htm&language=en_US) Employees use this tool to request workplace accommodations (for example, ergonomic furniture or specialized equipment) through the HR service agent. - **[Apply For Leave Action](https://help.salesforce.com/s/articleView?id=service.es_apply_for_leave_action.htm&release=264.0.0&type=5)** Submit an employee's leave request, including the leave start date, end date, type, duration, and comment. - **[Change Direct Deposit Allocation Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_change_dd_alloc.htm&release=264.0.0&type=5)** Changes the value or payment type of an employee's existing direct deposit record in Paychex. - **[Change Job Location Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_change_job_loc_tool.htm&release=264.0.0&type=5)** Employees use this action to request a change in their work location through the HR service agent. - **[Close Employee Case Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_close_emp_case.htm&release=264.0.0&type=5)** Closes one of the logged-in employee's own cases, identified by its case number. - **[Correct Missed Punch Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_correct_missed_punch.htm&release=264.0.0&type=5)** Files a missed punch or timesheet anomaly correction as a case through Unified Catalog. Use when the employee wants to correct a missed punch, late arrival, early departure, or missed meal break, or to log a new entry they forgot to punch. - **[Create Case Comment Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_case_comm.htm&release=264.0.0&type=5)** Adds a comment to one of the logged-in employee's own cases, identified by case number. - **[Create Confidential Case Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_creat_of_cnfd_case_action.htm&release=264.0.0&type=5)** Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists. - **[Create Employee Case Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_emp_case.htm&release=264.0.0&type=5)** Creates a new support case for the logged-in employee. The running user is the contact and owner of the case. - **[Create Employee Goals Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_emp_goals_tool.htm&release=264.0.0&type=5)** Employees and managers use this action to create new performance goals in the connected external HR system. - **[Create Self Appraisal Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_self_appraisal.htm&release=264.0.0&type=5)** Drafts a rich-text self-appraisal based on performance goals and employee instructions. - **[Delete Employee Goals Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_delete_emp_goals_tool.htm&release=264.0.0&type=5)** Employees and managers use this action to remove performance goals that are no longer relevant or were created in error. - **[Get All Onboarding Wizards Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_all_onboarding_wizards.htm&release=264.0.0&type=5)** Retrieves a summary of all onboarding wizards available in HiBob, including wizard name, ID, and description. - **[Get Direct Deposit Details Action](https://help.salesforce.com/s/articleView?id=service.es_get_direct_deposit_details_action.htm&release=264.0.0&type=5)** Employees use this action to fetch their direct deposit details. - **[Get Employee Case By ID Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_emp_case_id.htm&release=264.0.0&type=5)** Retrieves details of one of the logged-in employee's own cases by its case number, including subject, description, status, priority, and origin. - **[Get Employee Cases Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_emp_cases.htm&release=264.0.0&type=5)** Retrieves the list of cases belonging to the logged-in employee. Returns the employee's own cases as a JSON list along with a count of how many cases were found. - **[Get Employee Goals Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_emp_goals_tool.htm&release=264.0.0&type=5)** Employees and managers use this action to retrieve and view current performance goals. - **[Get Employee Profile Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_prfl.htm&release=264.0.0&type=5)** Employees use this action to get their profile information. - **[Get Employees For Shift Swap Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_emp_for_shift_swap.htm&release=264.0.0&type=5)** Gets eligible employees for shift swapping by retrieving roster records from Deputy for other employees who are scheduled on a specific shift date. Use when the user wants to swap shifts or see who is available to swap shifts. - **[Get Enablement Program Action](https://help.salesforce.com/s/articleView?id=service.es_get_enablement_program_action.htm&release=264.0.0&type=5)** Employees use this action to fetch the employee enablement programs that they are enrolled in, as well as those their direct reportees are enrolled in. You need to provide the full username (first name and last name) for this action to work. If a manager has more than 2 reportees with the same first and last name, the action will not work and may bring data for any one of them. - **[Get Expense Items Action](https://help.salesforce.com/s/articleView?id=service.es_get_expense_items_action.htm&release=264.0.0&type=5)** Employees use this action to get the expense report items for various expense categories. For example, the Travel category can include airfare and transport. - **[Get Leave Balance Action](https://help.salesforce.com/s/articleView?id=service.es_get_leave_balance_action.htm&release=264.0.0&type=5)** Employees use this action to get their leave balance. - **[Get Open Tasks For Employee Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_open_tasks_for_emp.htm&release=264.0.0&type=5)** Retrieves the list of open tasks from HiBob for the current user. Returns task details such as title, description, status, and due date for tasks that are not yet complete. - **[Get Past Expense Reports Action](https://help.salesforce.com/s/articleView?id=service.es_get_past_expense_reports_action.htm&release=264.0.0&type=5)** Employees use this action to get past expense reports. - **[Get Pay Period Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_pay_period.htm&release=264.0.0&type=5)** Gets the pay period schedule for an employee's organization. - **[Get Payroll Discrepancy Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_payroll_discrepancy.htm&release=264.0.0&type=5)** Gets the employee's paychecks for two pay periods so the agent can compare them and explain pay variances. - **[Get Performance Summary Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_performance_summary.htm&release=264.0.0&type=5)** Retrieves a performance summary from BambooHR for the current user. This includes all of their performance goals including title, status, percent complete, due date, and description for each goal. - **[Get Picklist Items Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_gt_itm_in_picklist_action.htm&release=264.0.0&type=5)** Retrieves standardized categories to gather specific data during the conversation before a confidential case is created. - **[Get Worker Direct Deposits Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_worker_dir_dep.htm&release=264.0.0&type=5)** Retrieves all direct deposit account details from Paychex for the current employee, such as account number, account type, routing number, payment type, value, priority, and start date for each deposit. - **[Get Worker Paychecks Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_get_worker_paychecks.htm&release=264.0.0&type=5)** Gets all paycheck records for the current employee from Paychex for a given pay period. Each record includes the check date and its earnings, deductions, taxes, and informational items. - **[Mark Task As Complete Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_mark_task_as_complete.htm&release=264.0.0&type=5)** Marks an employee task as complete in HiBob and creates a case to track the request. - **[Report Payroll Discrepancy Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_report_payroll_discrepancy.htm&release=264.0.0&type=5)** Submits a payroll discrepancy report for an employee by creating a service request and a related case. Use it when a user directly reports a payroll issue, or as a follow-up to the Get Payroll Discrepancy action to file a case for the affected pay period. - **[Request Workplace Accommodation Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_req_wrkplc_accom_tool.htm&release=264.0.0&type=5)** Employees use this action to request workplace accommodations (for example, ergonomic furniture or specialized equipment) through the HR service agent. - **[Submit Direct Deposit Details Action](https://help.salesforce.com/s/articleView?id=service.es_submit_direct_deposit_details_action.htm&release=264.0.0&type=5)** Submit an employee's request to update their direct deposit details, such as bank account number, routing number, deposit type, and payment order. - **[Submit Expense Report Action](https://help.salesforce.com/s/articleView?id=service.es_submit_expense_report_action.htm&release=264.0.0&type=5)** Employees use this action to submit expense reports. - **[Submit Resignation Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_submit_resgn_tool.htm&release=264.0.0&type=5)** Employees use this action to formally submit their resignation through the HR service agent. - **[Swap Shifts Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_swap_shifts.htm&release=264.0.0&type=5)** Sends a shift swap request to other employees for swapping shifts. The employee can specify the shifts they want to swap and the employees they want to swap with. Call this action after GetEmpForShiftSwap to get the required employee IDs and shift IDs. - **[Update Employee Goals Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_update_emp_goals_tool.htm&release=264.0.0&type=5)** Employees and managers use this action to modify details, dates, or the status of existing performance goals. - **[Update Employee Profile Action](https://help.salesforce.com/s/articleView?id=service.es_update_employee_profile_action.htm&release=264.0.0&type=5)** Employees use this action to update their profile information, such as first name, last name, mobile number, address, city, country, email address, province or state, postal or zip code, and pronouns. - **[Verify Pay Adjustments Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_verify_pay_adjustments.htm&release=264.0.0&type=5)** Verifies whether a specific pay adjustment (earning or deduction) was applied to the current employee's recent paychecks in Paychex. - **[View Salary And Total Rewards Action](https://help.salesforce.com/s/articleView?id=service.hr_svc_view_sal_tot_rwds.htm&release=264.0.0&type=5)** Retrieves the logged-in employee's total rewards breakdown, including base annual salary and bonus pay component details, from the connected HCM (Paychex). This action only returns the logged-in employee's own compensation. # Agentforce HR Service Standard Asset Reference The Agentforce HR Service template includes preconfigured subagents and actions designed to address employee requests. How you deploy these assets depends on whether you are using the Flow Connector model or the custom integration model. ### Required Editions
View supported editions.
To give you maximum flexibility in how you connect to your external systems, we offer two distinct setup models. You can leverage our Flow Connector path for native, no-code connectivity or use the Standalone path for custom integrations. The Standalone path also extends to the new Agentforce Studio for a streamlined builder experience. Before configuring assets, identify the implementation model that fits your HR ecosystem. **Flow Connector Model (No-Code)** The Flow Connector model uses MuleSoft for Flow to provide native, no-code connectivity to external systems. This streamlined path removes the need for custom middleware development. Because each external system stores data differently, connectivity behaves according to the specific triggers and actions available on the connector's reference page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For out of the box SCI workflows and Agent Tools that use Flow connectors, configure employee ID mapping whenever a flow needs to match employee identifiers between Salesforce and an external system. For example, this applies to the BambooHR connector with the Create Goal, Update Goals, and Get Goals Agent Tools, and to any other SCI workflow or agent tool that depends on external ID mapping. Salesforce can resolve Salesforce IDs within Salesforce. To map a Salesforce ID to an external employee ID, such as a BambooHR employee ID, configure ID mapping because each system uses different identifiers. Choose one of these approaches: - Store Salesforce and external employee ID pairs in the External Internal ID Mapping object. - Implement a custom ID mapping solution in your integration. - For standard flows, use Flow override to add connector and mapping logic. Keep the same Flow API name, and don't change flow input or output parameters. Changing flow input or output parameters can break the associated agent tool reference. **Standalone Integration Model (Custom)** The standalone model uses custom-built MuleSoft applications to bridge Salesforce with your external systems. This model currently supports two configuration environments: - **Agentforce Studio Builder:** The new, unified workspace for the agent lifecycle. Most existing standalone subagents and Actions (like Direct Deposit and Expense Management) are now available here for a more streamlined configuration experience. See [Access Agentforce Studio and the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_studio.htm&language=en_US). - **Legacy Standard Setup:** The configuration path for standalone assets accessible through the legacy Agentforce Builder interface. These actions continue to utilize a custom Mule application for robust, third-party connectivity.
Model Setup Path Available Subagents (Topics) Subagents Associated with Individual Agent Templates Available Actions Associated SCIs (Service Catalog Items)
Flow Connector Model Minimal configuration. Employee Goal Management Subagent Goal Management Agent

Ready to use with BambooHR right away and flexible enough to connect with virtually any third-party system.

  • Create Performance Goal Action
  • Update Performance Goal Action
  • Get Performance Goals Action
  • Delete Performance Goal Action
  • Get Performance Summary Action
  • Create Self Appraisal Action
  • Manage Performance Goals (Create)
  • Manage Performance Goals (Update)
  • Manage Performance Goals (Delete)

Note: SCI association is available for non-Get actions.
Compensation and Rewards Management Subagent Employee Compensation Agent View Salary And Total Rewards

No SCI for this.
Employee Payroll Management Subagent Employee Payroll Agent
  • Get Pay Period Action
  • Get Worker Paychecks Action
  • Get Payroll Discrepancy Action
  • Verify Pay Adjustments Action
  • Report Payroll Discrepancy Action

Payroll Discrepancy

Note: SCI association is available for non-Get actions.
Paychex Direct Deposit Management Subagent Employee Payroll Agent
  • Get Worker Direct Deposits Action
  • Change Direct Deposit Allocation Action

Change Direct Deposit Allocation

Note: SCI association is available for non-Get actions.
Manage Employee Tasks Subagent Employee Task Management Agent
  • Get Open Tasks For Employee Action
  • Mark Task As Complete Action

Mark Task As Complete

Note: SCI association is available for non-Get actions.
Shift Swap Subagent Time, Attendance & Scheduling Agent
  • Get Employees For Shift Swap
  • Swap Shifts

Swap Shifts

Note: SCI association is available for non-Get actions.
Anomaly Correction (Missed Punches) Subagent Time, Attendance & Scheduling Agent Correct Missed Punch Missed Punch
Subagents and Actions on new Agentforce Studio Requires configuration. Some subagents and actions require a custom Mule application for third-party system integration. See the Available Subagents (Topics) and Available Actions columns for details.

Requires Mule App Integration:

  • Employee Leave Management Subagent
  • Employee Expense Management Subagent
  • Employee Direct Deposit Management Subagent
  • Employee Profile Management Subagent

Standalone (No Mule App Required):

  • Employee Enablement Program Subagent
  • HR Service Confidential Case Management Subagent
  • Onboarding Wizards Subagent
  • Manage Employee Cases Subagent
  • Employee Leave Agent
  • Employee Expense Management Agent
  • Direct Deposit Management Agent
  • Employee Profile Management
  • Employee Enablement Program Agent
  • HR Service Agent (for HR Service Confidential Case Management Subagent and Manage Employee Cases Subagent)
  • Onboarding Wizards Agent

Requires Mule App Integration:

  • Get Leave Balance Action
  • Apply For Leave Action
  • Get Expense Items Action
  • Get Past Expense Reports Action
  • Submit Expense Report Action
  • Get Direct Deposit Details Action
  • Submit Direct Deposit Details Action

Standalone (No Mule App Required):

  • Get Enablement Program Action
  • Create Confidential Complaint Action
  • Get User Profile Details Action
  • Get All Onboarding Wizards Action
  • Create Employee Case Action
  • Get Employee Cases Action
  • Get Employee Case By ID Action
  • Create Case Comment Action
  • Close Employee Case Action
  • For leave management: Submit Leave Request
  • For expense management: Manage Expenses
  • For direct deposit management: Change Direct Deposit Allocation
  • For confidential HR case management: Report Compliant Issue

Note: SCI association is available for non-Get actions.
Subagents and Actions in native or legacy Agent Builder Requires configuration. Some subagents and actions require a custom Mule application for third-party system integration. See the Available Subagents (Topics) and Available Actions columns for details.

Requires Mule App Integration:

  • Employee Direct Deposit Management Subagent
  • Employee Leave Management Subagent
  • Employee Expense Management Subagent
  • Employee Profile Management Subagent

Standalone (No Mule App Required):

  • Employee Enablement Program Subagent
  • HR Service Confidential Case Management Subagent
  • Manage Employee Resignation Subagent
  • Employee Job Location Management Subagent
  • Employee Workplace Accommodation Management Subagent
  • Direct Deposit Management Agent
  • Employee Leave Agent
  • Employee Expense Management Agent
  • Employee Profile Management
  • Employee Enablement Program Agent
  • HR Service Agent (for Employee Resignation Management Subagent, Employee Job Location Management Subagent, Employee Workplace Accommodation Management Subagent)

Requires Mule App Integration:

  • Get Direct Deposit Details Action
  • Get Expense Items Action
  • Get Leave Balance Action
  • Get Past Expense Reports Action
  • Submit Expense Report Action
  • Apply For Leave Action
  • Submit Direct Deposit Details Action
  • Update Employee Profile Action
  • Get Object Picklist Values Action

Standalone (No Mule App Required):

  • Get Enablement Program Action
  • Get User Profile Details Action
  • Create Confidential Complaint Action
  • Submit Resignation Action
  • Change Job Location Action
  • Workplace Accommodation Action
  • For direct deposit management: Update Direct Deposit
  • For leave management: Submit Leave Request
  • For expense management: Manage Expenses
  • For employee resignation: Submit Resignation
  • For job location management: Change Job Location
  • For workplace accommodation management: Workplace Accommodation
  • For confidential HR case management: Report Compliant Issue

Note: SCI association is available for non-Get actions.
- **[Agentforce HR Service Subagents](https://help.salesforce.com/s/articleView?id=service.es_agentforce_hr_service_agent_topics.htm&release=264.0.0&type=5)** Get to know the subagents (previously referred to as topics) included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration. - **[Agentforce HR Service Actions](https://help.salesforce.com/s/articleView?id=service.es_agentforce_hr_service_agent_actions.htm&release=264.0.0&type=5)** Get to know the actions included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration. # Agentforce HR Service Subagents Get to know the subagents (previously referred to as topics) included in the Agentforce HR Service Agent template. To get started, identify whether your implementation uses the MuleSoft for Flow: Integration connectors model or a custom integration. ### Required Editions
View supported editions.
## Flow Connector-Based Subagents Use these subagents for a streamlined, no-code setup using the MuleSoft for Flow Connector path. - [**Goal Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_goal_mgmt_subagnt.htm&language=en_US) Handle employee actions related to creating, retrieving, updating, or deleting goal details. ## Standard HR Subagents These subagents utilize the Standalone path and are managed within the new Agentforce Studio workspace. Depending on the subagent's functional area, they operate using either native Salesforce data or an external third-party integration: **Standard Subagents Requiring Custom Integration** The underlying tools for these subagents require a third-party system integration (such as Workday or SAP SuccessFactors) through a custom Mule application. Ensure you have the necessary permissions to use the Mule application. - [**Employee Direct Deposit Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.es_employee_direct_deposit_management_topic.htm&language=en_US) Handle employee actions related to fetching or updating direct deposit details. - [**Employee Leave Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.es_employee_leave_management_topic.htm&language=en_US) Handle employee inquiries and actions related to leave balance or leave requests. - [**Employee Expense Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.es_expense_management_topic.htm&language=en_US) Streamline the expense submission and approval process through the HR Service Portal. - [**Employee Profile Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.es_employee_profile_management_topic.htm&language=en_US) Handle employee actions related to updating profile information, such as address, phone number, email address, first name, and last name. **Subagents with Native Salesforce Functionality** These subagents run entirely within Salesforce and do not require a custom Mule application or third-party integration to function. - [**Confidential Case Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_cnfd_rpt_topic.htm&language=en_US) Handle the secure detection, classification, and reporting of confidential concerns such as harassment, discrimination, and misconduct. - [**Employee Enablement Program Subagent:**](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_topic.htm&language=en_US) Handle employee inquiries and actions related to employee enablement programs or tasks. - [**Manage Employee Resignation Subagent:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_mng_emp_resgn_subagnt.htm&language=en_US) Handle employee actions related to initiating and tracking resignation requests. - [**Employee Job Location Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_job_loc_mgmt_subagnt.htm&language=en_US) Handle employee actions related to requesting and managing job location changes. - [**Employee Workplace Accommodation Management Subagent:**](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_wrkplc_accom_mgmt_subagnt.htm&language=en_US) Handle employee actions related to requesting workplace accommodations and tracking accommodation request status. - **[Anomaly Correction (Missed Punches) Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_anmly_crrctn_subagnt.htm&release=264.0.0&type=5)** Handles flagging and correcting timecard anomalies, such as missed punches, late arrivals, early departures, and missed meal breaks, or logging a new entry the employee forgot to punch. - **[Compensation And Rewards Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_comp_rwrd_mgmt_subagnt.htm&release=264.0.0&type=5)** Handles requests related to viewing employee compensation details, total rewards statements, salary breakdowns, bonus calculations, and pay band positioning. - **[Employee Confidential Reporting Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_cnfd_rpt_topic.htm&release=264.0.0&type=5)** Handle the secure detection, classification, and reporting of confidential concerns such as harassment, discrimination, and misconduct. - **[Employee Direct Deposit Management Subagent](https://help.salesforce.com/s/articleView?id=service.es_employee_direct_deposit_management_topic.htm&release=264.0.0&type=5)** Handle employee actions related to fetching or updating direct deposit details. - **[Employee Enablement Program Subagent](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_topic.htm&release=264.0.0&type=5)** Handle employee inquiries and actions related to employee enablement programs or tasks. - **[Employee Expense Management Subagent](https://help.salesforce.com/s/articleView?id=service.es_expense_management_topic.htm&release=264.0.0&type=5)** Streamline the expense submission and approval process through the HR Service Portal. - **[Employee Job Location Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_job_loc_mgmt_subagnt.htm&release=264.0.0&type=5)** Handle employee actions related to requesting and managing job location changes. - **[Employee Leave Management Subagent](https://help.salesforce.com/s/articleView?id=service.es_employee_leave_management_topic.htm&release=264.0.0&type=5)** Handle employee inquiries and actions related to leave balance or leave requests. - **[Employee Payroll Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_pyrl_mgmt_subagnt.htm&release=264.0.0&type=5)** Handles requests related to viewing employee pay period schedules and paycheck records for a pay period, including earnings, deductions, taxes, and informational records. Also explains pay variances between periods, identifies paycheck discrepancies, and verifies whether specific pay adjustments or bonuses were applied. - **[Employee Profile Management Subagent](https://help.salesforce.com/s/articleView?id=service.es_employee_profile_management_topic.htm&release=264.0.0&type=5)** Handle employee actions related to updating profile information, such as address, phone number, email address, first name, and last name. - **[Employee Workplace Accommodation Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_wrkplc_accom_mgmt_subagnt.htm&release=264.0.0&type=5)** Handle employee actions related to requesting workplace accommodations and tracking accommodation request status. - **[Goal Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_goal_mgmt_subagnt.htm&release=264.0.0&type=5)** Handle employee actions related to creating, retrieving, updating, or deleting goal details. - **[Manage Employee Cases Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_manage_emp_cases_subagnt.htm&release=264.0.0&type=5)** Manages all case-related operations for the logged-in employee, such as creating a new case, listing their own cases, looking up a specific case by its case number, adding a comment to one of their cases, and closing one of their cases. - **[Manage Employee Resignation Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_mng_emp_resgn_subagnt.htm&release=264.0.0&type=5)** Handle employee actions related to initiating and tracking resignation requests. - **[Manage Employee Tasks Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_mng_emp_tasks_subagnt.htm&release=264.0.0&type=5)** Manages all employee task-related operations, such as viewing open tasks, marking tasks as complete, and viewing onboarding wizard summaries. - **[Onboarding Wizards Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_onbrdng_wzrds_subagnt.htm&release=264.0.0&type=5)** Handles HR user queries related to onboarding wizards and programs available in HiBob. - **[Paychex Direct Deposit Management Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_pchx_dir_dpst_mgmt_subagnt.htm&release=264.0.0&type=5)** Handles requests related to managing direct deposit details for employees who use Paychex. Fetches account number, account type, routing number, payment type, value, priority, and start date information, and updates the value or payment type on a direct deposit. - **[Shift Swap Subagent](https://help.salesforce.com/s/articleView?id=service.hr_svc_shft_swp_subagnt.htm&release=264.0.0&type=5)** Handles employee requests to swap shifts with coworkers via Deputy, including finding eligible employees for shift swapping and submitting shift swap requests. # Agentforce IT Hardware Asset Management Pricing and Digital Wallet Track consumption metrics associated with managed hardware assets to scale billing accurately. Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts. Use Digital Wallet to monitor capacity actively and view daily usage trends. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Pricing Model: The High Water Mark You pay for Hardware Asset Management on a per-asset-per-month basis. The highest number of managed assets in your system during the billing period determines your subscription usage. For example, if your organization manages 100 assets for 29 days in a 30-day billing period and 105 assets for 1 day, you pay for 105 assets. The system transmits peak capacity metrics to the Digital Wallet for active tracking. ## Billable and Non-Billable Assets To make sure that you pay only for actively managed inventory, the system filters assets based on type and status. **Billable Assets** The count includes all actively managed IT hardware assets until you permanently dispose of them. A billable asset must meet these criteria: - Select the **IT Hardware Asset** field on the core asset record. - The asset status is any active lifecycle value other than **Disposed**. Billable IT hardware assets typically include computers, servers, network gear, and mobile devices. **Non-Billable Assets** The system excludes these items from the daily count, and they don't incur subscription usage charges: - **End-of-Life Assets:** Any asset with a status of **Disposed**. To remove retired assets awaiting processing from the active pool, explicitly update their asset statuses. - **Consumables:** Non-serialized products, such as keyboards and mice, that maintain standard inventory behaviors. - **Accessories:** Non-serialized peripheral equipment or lightweight items stored within workspace locations. ## Example Scenario: Acme Corp The High Water Mark model handles temporary spikes for Acme Corp during a 30-day billing month at a price of $2.00 per asset: - **Sept 01–14:** Acme Corp manages 1,000 active assets. - **Sept 15:** Acme runs an asset bulk action from a list view, causing active counts to spike to 5,000. - **Sept 17–30:** The team completes a disposal order for 3,800 old devices. Because disposed assets are excluded from billable managed asset counts, the active count drops to 1,200 for the rest of the month. - **Result:** On October 1, the system identifies 5,000 as the peak count. The invoice is calculated as 5,000 assets multiplied by $2.00. This calculation results in a total of $10,000 for the billing period. # Agentforce IT Service Agentforce IT Service is your IT service management solution for the modern workplace with intelligent automation and a unified workspace. With Agentforce IT Service, you standardize how your organization delivers and supports services across every channel.
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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To keep things clear in the age of AI agents, we’re now referring to the humans who use Agentforce IT Service as “service reps” or “fulfillers” rather than “agents.” We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself. # Agentforce IT Service AI Actions Metering Agentforce IT Service AI actions consume credits based on assigned permissions, execution context, and action type. Eligible actions running in a user context are unmetered through assigned permission set licenses. Actions running in a system context, including proactive assistant actions, are non-billable and automatically excluded from metering. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
This table describes how Agentforce IT Service usage is metered. | IT Service Usage | Execution Context | Required permission | Metering Type | | --- | --- | --- | --- | | Eligible out-of-the-box IT Service actions for AI Agent for Employees. See [IT Service agent actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US). | User | The user has the Unmetered AI Usage for Employees permissions. | Unmetered | | Eligible action cloned from an out-of-the-box IT Service actions for AI Agent for Employees | User | The user has the Unmetered AI Usage for Employees permissions. | Unmetered | | Eligible out-of-the-box IT Service actions for Agentforce IT Service Desk | User | The user has the Unmetered Base AI Usage for Service Desk permissions. | Unmetered | | Eligible action cloned from an out-of-the-box actions for Agentforce IT Service Desk | User | The user has the Unmetered Base AI Usage for Service Desk permissions. | Unmetered | | Eligible IT service action or AI feature | System | The action or feature is included with Agentforce IT Service. | Non-Billable | | New custom action | User | The action wasn’t cloned from an out-of-the-box IT Service action. | Metered | | Out-of-the-box action covered by the global unmetering license for Agentforce for Service or Agentforce IT Service | User | The user has the global unmetering permission set license used by Agentforce for Service. | Unmetered | ## Unmetered User-Context Actions An Agentforce IT Service action that runs in a user context is unmetered when all these conditions are met: - The user has an eligible Agentforce IT Service product. - The user has the unmetered usage permissions assigned to them. - The action is an out-of-the-box IT service action or a cloned version of one. For example, eligible users can perform these activities with out-of-the-box IT service actions without consuming AI credits: - Ask questions using the Answer Questions with Knowledge standard action. - Create, summarize, comment on, or reopen a ticket. - Create a service catalog request. - Run an action cloned from an out-of-the-box IT service action. ## Unmetered System-Context Processing Eligible IT service actions and AI features initiated by platform events or background processes are unmetered. Because a logged-in user doesn’t initiate these activities, the system doesn’t evaluate an individual user’s eligibility or permissions. Unmetered system-context processing includes: - Incident creation from email - Einstein-based assignment for incidents and problems - Proactive assistants for incidents and problems - Sourcing proactive agent ## Metering in Hybrid Orgs and Other Usage In a dedicated IT service org or a hybrid org, IT service unmetering applies only to eligible IT service actions. Actions supplied by other products, such as Sales Cloud or Service Cloud, follow those products’ metering rules. An unmetered IT service action doesn’t necessarily make related services unmetered. For example, Data Cloud ingestion, processing, and queries can consume credits unless a separate Data Cloud entitlement covers that usage. # Agentforce IT Service AI Usage and Metering Determine whether Agentforce IT Service AI actions and MuleSoft for flow integrations consume credits. Metering depends on the product, assigned permissions, execution context, and whether an AI action is predefined, cloned, or custom. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To monitor your metered usage access your org’s [About Digital Wallet](https://help.salesforce.com/s/articleView?id=sf.wallet_about.htm&language=en_US&type=5). - **[Assign Permission Set Licenses for Unmetered Agentforce IT Service AI Usage](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assgn_permsets_unmetered_it_srvc_usage.htm&release=264.0.0&type=5)** Assign the unmetered usage permission set licenses that matches a user’s product and role so that eligible Agentforce IT Service AI actions or MuleSoft for flow integrations don’t consume the applicable credits. - **[Agentforce IT Service AI Actions Metering](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_it_srvc_metering.htm&release=264.0.0&type=5)** Agentforce IT Service AI actions consume credits based on assigned permissions, execution context, and action type. Eligible actions running in a user context are unmetered through assigned permission set licenses. Actions running in a system context, including proactive assistant actions, are non-billable and automatically excluded from metering. - **[Agentforce IT Service MuleSoft for Flow Integration Metering](https://help.salesforce.com/s/articleView?id=service.it_srvcs_mulesoft_flow_metering.htm&release=264.0.0&type=5)** Determine whether an IT service flow integration consumes MuleSoft automation credits by checking the flow type and the applicable user’s unmetered usage license. All MuleSoft for flow connectors are eligible, so you don’t need to select connectors from an allowlist. # Agentforce IT Service Analytics Dashboards Gain valuable insights and enhance decision-making for your IT leaders and teams with the Agentforce IT Service Intelligence app. Access the dashboards, such as incident, change, knowledge, and so on, to address key Agentforce IT Service Analytics use cases. Improve overall IT operations and efficiency by leveraging comprehensive analytics solutions. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
- **[Incident Manager Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_incident_manager_analytics_dashboards.htm&release=264.0.0&type=5)** Enhance incident resolution and customer satisfaction with data-driven insights. This dashboard delivers key metrics on incident volume, resolution times, and SLA breaches. Incident Managers can proactively identify process inefficiencies, address service rep skill gaps, and improve overall service delivery. - **[Change Management Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_change_management_dashboard.htm&release=264.0.0&type=5)** Measure change progress and monitor by using customizable views with filters such as change type, risk level, priority, status, and category. Gain visibility into issues, enhance change success rates, and reduce unapproved changes. - **[IT Leadership Overview Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_it_leadership_overview_dashboard.htm&release=264.0.0&type=5)** Visualize and derive operational efficiency insights from key IT metrics such as incident volume analysis per employee and service representative resolution metrics. Analyze overall incident volume data by employee versus service representative to optimize resource allocation and enhance service response. Use the dashboard to manage IT costs, budgets, and drive innovation for digital transformation. - **[Knowledge Analytics Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_knowledge_analytics_dashboard.htm&release=264.0.0&type=5)** Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service. - **[Omni-Channel Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_analytics_dashboards.htm&release=264.0.0&type=5)** Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. - **[Case Analytics Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_dashboards.htm&release=264.0.0&type=5)** Use the Case Analytics Dashboards to understand and improve case handling. Gain insights into case volume, resolution times, escalations, and first-contact resolution rates, empowering various IT employees to make data-driven decisions that enhance customer satisfaction and operational efficiency. # Agentforce IT Service Data Kit The Agentforce IT Service Data Kit gives you a head start with easy-to-use, predefined data streams and search indexes. By using these tools, you can bring data from the Agentforce IT Service app into Data 360, creating a single source of truth for your IT environment. By using the data streams in the kit, you can harmonize, segment, and unify your data in Data Cloud and build powerful segments. You can then use the search indexes to get an aggregated view of important metrics, such as agent productivity, ticket deflection, and predictive service resolution. The kit is a starting point, and you can extend or customize the data streams and search indexes as required. - **[Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5)** A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes. - **[Agentforce IT Service Data Streams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_data_streams.htm&release=264.0.0&type=5)** The Agentforce IT Service Data Kit contains predefined data streams that map data model objects in Data 360 to similar objects in Agentforce IT Service. The data streams enable a flow of near real-time data related to incidents, requests, knowledge articles, and other aspects of your IT service business from the Agenttic IT Service Desk app to Data 360. The fields on the data model objects are mapped to the corresponding fields on the source objects in Agentforce IT Service. You can map other fields as required, or delete the mappings that you don't use. - **[Search Indexes for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_search_indexes.htm&release=264.0.0&type=5)** Deploy the predefined search indexes included in the IT Service Data Kit to enable efficient searching across your IT service data. The data kit provides three key search indexes: Incident, Problem, and Knowledge. You can deploy the Incident and Problem search indexes directly as part of the main data kit deployment. The Knowledge search index, however, requires that the Knowledge Engagement data stream is configured and active, as it indexes data from external knowledge sources. - **[Create a Knowledge Search Index for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_create_knwldg_srchindex.htm&release=264.0.0&type=5)** The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library. # Agentforce IT Service Data Model Objects Get access to Data Model Objects (DMOs) as part of the unified package that’s automatically installed in your org when you enable Agentforce IT Service and Data 360. Whereas some data model objects are available only with Agentforce IT Service enabled in the org, other objects in the unified package can also be used to model support, knowledge, and operational information for an IT service business. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
To learn more about DMOs, see [Data Model Objects](https://help.salesforce.com/s/articleView?id=data.c360_a_data_model_objects.htm&type=5&language=en_US). Go to the Data Model tab in Data Cloud to see all the objects that you have access to as part of the unified package. # Agentforce IT Service Data Streams The Agentforce IT Service Data Kit contains predefined data streams that map data model objects in Data 360 to similar objects in Agentforce IT Service. The data streams enable a flow of near real-time data related to incidents, requests, knowledge articles, and other aspects of your IT service business from the Agenttic IT Service Desk app to Data 360. The fields on the data model objects are mapped to the corresponding fields on the source objects in Agentforce IT Service. You can map other fields as required, or delete the mappings that you don't use. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
The Agentforce IT Service Data Kit includes three core data stream bundles to seamlessly unify your IT service data in Data 360. Data Streams | DATA STREAM | WHAT IT DOES | | --- | --- | | IT Service Core | The IT Service Core data stream bundle is the foundation of your IT service data. It connects foundational ticket and request data from your Salesforce org to Data Cloud, ensuring a unified view of your service environment. This bundle includes data streams for the following core objects: Cases, Contacts, Incidents, Problems, Change Requests, and Surveys. | | IT Service Analytics | The IT Service Analytics data stream bundle focuses on bringing in data necessary for calculating operational KPIs. It provides the key metrics needed to measure and monitor the performance of your IT service team, such as resolution times, case volumes, and Service Level Agreement (SLA) compliance. This data is essential for building dashboards and reports to drive efficiency and optimize workflows. | | IT Service Knowledge Management | The IT Service Knowledge Management data stream bundle is designed to bring in data related to knowledge content usage and feedback. This data is critical for understanding the effectiveness of your knowledge base. This bundle is specifically configured to ingest data from external knowledge sources using an injection API-based connector, allowing you to track which articles are viewed most often, their deflection rate, and how users interact with self-service content. | # Agentforce IT Service Day 1 Setup and Implementation Guide **Goal:** Complete a focused initial deployment and validate one incident from employee submission through fulfiller resolution. **Audience:** Salesforce admins and implementation leads setting up Agentforce IT Service. **Completion time:** The time required depends on your licenses, existing configuration, selected scope, required approvals, and channel readiness. ## How to Use This Guide This guide provides a recommended sequence for completing a focused Agentforce IT Service deployment and validating the first incident journey. Adjust the sequence for your organization’s licenses, existing configuration, and implementation scope. Sample data is optional. Each phase includes: - Outcome — what "done" looks like - Owner — who runs the step - Prerequisites — what must be true before you start - Steps — the actions required to complete the phase - Validation — how you prove it worked - Common pitfalls — what trips up most teams ## At-a-Glance: The Day 1 Path | Phase | Title | Owner | | --- | --- | --- | | 0 | Pre-Day 1: Confirm readiness | Implementation Lead | | 1 | Orient your team on the product | All stakeholders | | 2 | Run the Initial Setup bundle | System Admin | | 3 | Provision your IT team users | System Admin | | 4 | Provision your employee users | System Admin | | 5 | Configure routing essentials | System Admin + Service Designer | | 6 | Validate the end-to-end journey | Implementation Lead | | 7 | Hand off and plan Day 2 | Implementation Lead + Customer | - **[Phase 0 — Pre-Day 1 Readiness](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_readiness.htm&release=264.0.0&type=5)** **Outcome:** No Day 1 surprises. All entitlements, accounts, and stakeholders are confirmed. - **[Phase 1 — Orient Your Team](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_orient_team.htm&release=264.0.0&type=5)** **Outcome:** Everyone in the room shares a vocabulary and a mental model before touching Setup. - **[Phase 2 — Run the Initial Setup Bundle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_initial_setup_bundle.htm&release=264.0.0&type=5)** **Outcome:** The selected Agentforce IT Service setup bundle is installed, and the admin has identified the additional configuration required for the initial scope. - **[Phase 3 — Provision Your IT Team](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_provision_it_team.htm&release=264.0.0&type=5)** **Outcome:** Each pilot participant has an existing or newly created Salesforce user, the required licenses and permissions, and membership in the queues or groups required for the pilot. - **[Phase 4 — Provision Employee Users](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_provision_employee_users.htm&release=264.0.0&type=5)** **Outcome:** At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams. - **[Phase 5 — Configure Routing Essentials](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_configure_routing_essentials.htm&release=264.0.0&type=5)** **Outcome:** Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records. - **[Phase 6 — End-to-End Validation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_validate_end_to_end_journey.htm&release=264.0.0&type=5)** **Outcome:** A complete, demonstrable round-trip from "employee reports a problem" to "fulfiller resolves it." This validation demonstrates that the configured components work together across one complete incident journey. - **[Phase 7 — Hand-Off and Day 2 Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_hand_off_and_plan.htm&release=264.0.0&type=5)** **Outcome:** The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities. - **[Appendix A — Day 1 Troubleshooting Quick Reference](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_troubleshooting.htm&release=264.0.0&type=5)** Identify likely causes and recommended fixes for common Agentforce IT Service Day 1 implementation issues. - **[Appendix B — Day 1 Definition of Done](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_definition_of_done.htm&release=264.0.0&type=5)** Verify that your initial Agentforce IT Service implementation meets the required Day 1 completion criteria. # Agentforce IT Service MuleSoft for Flow Integration Metering Determine whether an IT service flow integration consumes MuleSoft automation credits by checking the flow type and the applicable user’s unmetered usage license. All MuleSoft for flow connectors are eligible, so you don’t need to select connectors from an allowlist. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
For information about available connectors, see [MuleSoft for Flow Connectors](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_connectors.htm&type=5&language=en_US). The table shows whose unmetered usage license is checked for each eligible flow type. | Flow type | Execution Context | User Who Needs Unmetered Usage Permissions | Metering Type | | --- | --- | --- | --- | | Screen flow | User | User who runs the flow | Unmetered | | Record-triggered flow | User | User who runs the flow | Unmetered | | Autolaunched flow | User | User who runs the flow | Unmetered | | On-demand flow | User | User who runs the flow | Unmetered | | External system-triggered flow | User | User who activated the flow | Unmetered | For a user-context flow, the user who runs it needs the applicable unmetered usage license. For an external system-triggered flow, no logged-in user runs the flow, so the user who activated it needs that license instead. The license depends on the user’s product and role: - A fulfiller who runs a fulfillment or approval flow needs Unmetered Base AI Usage for Service Desk. - An employee who runs an intake flow needs Unmetered AI Usage for Employees. - A user on the AI Agents for IT Teams license needs Unmetered Advanced AI Usage for Service Desk to keep eligible MuleSoft automation usage unmetered. A flow execution that doesn’t meet the applicable license or execution-context conditions, or uses a flow type not listed here, can consume MuleSoft automation credits. Unmetered MuleSoft automation usage is separate from any flex credit unmetering that applies to AI agents for IT teams. # Agentforce IT Service Use Cases Explore persona- and outcome-based scenarios for implementing Agentforce IT Service in common IT service workflows. Each use case shows how a specific persona uses Agentforce IT Service to accomplish a meaningful goal through an end-to-end journey. Use cases connect existing capabilities and link to canonical Salesforce Help topics for detailed setup instructions, procedures, permissions, and field definitions. - **[Admin Validates the First Agentforce IT Service Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_validate_first_incident.htm&release=264.0.0&type=5)** Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment. - **[Employee Self-Serves an IT Request in Slack or Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_employee_self_service.htm&release=264.0.0&type=5)** Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues. - **[IT Manager Reviews IT Service Adoption After Week One](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_review_adoption.htm&release=264.0.0&type=5)** Help an IT manager assess early Agentforce IT Service adoption, find friction, and choose one improvement after the first seven days. - **[Fulfiller Resolves an Incident with Proactive Assistance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_resolve_incident_proactive_assistance.htm&release=264.0.0&type=5)** Help an incident fulfiller understand an issue, evaluate an AI-proposed fix, and restore service with a verified resolution. - **[Incident Manager Coordinates a Major Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_coordinate_major_incident.htm&release=264.0.0&type=5)** Help an incident manager recognize a critical disruption and hand off a qualified candidate for coordinated major incident response and service restoration. - **[IT Admin Builds a CMDB with Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_build_cmdb_discovery.htm&release=264.0.0&type=5)** Use Discovery to help an IT admin build a trustworthy configuration management database (CMDB) by inventorying configuration items (CIs) and their dependencies in a controlled portion of the IT environment. - **[Change Manager Runs a Safe Change with Risk Scoring](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_safe_change_risk_scoring.htm&release=264.0.0&type=5)** Help a change manager assess risk, resolve scheduling conflicts and conflicts involving configuration items, and authorize a change with verifiable implementation and rollback plans. - **[Catalog Admin Publishes a Service Catalog](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_publish_service_catalog.htm&release=264.0.0&type=5)** Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests. - **[Knowledge Author Creates Articles from Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_create_articles_from_incidents.htm&release=264.0.0&type=5)** Help a knowledge author turn a verified incident resolution into reusable guidance. Support teams and employees can find the guidance through configured channels. To make the guidance available to Agentforce, add Salesforce Knowledge to an Agentforce Data Library. - **[Problem Manager Identifies Root Cause and Eliminates Recurring Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_identify_root_cause.htm&release=264.0.0&type=5)** Help a problem manager connect recurring incidents to a problem, identify the root cause, coordinate remediation, and verify that recurrence or impact decreases. # Agentforce Permission Sets for IT Fulfillers and Employees Review the required permissions for your employees and IT teams to use Agentforce for IT services. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Role Required Permission Sets Additional Role-Specific Permissions
Org Admin
  • Access Agent Default Admin
  • Prompt Template Manager
  • Data Cloud Admin
 None
Fulfiller or Manager (Incident, Major Incident, Problem, Change, Configuration Item)
  • Access Agentforce Default Agent
  • Prompt Template User
  • Data Cloud User
  • IT Service Configuration Item Owner
  • IT Service Configuration Item Reader
  • IT Service Configuration Item Type Manager
  • IT Service Configuration Item Type Reader

One of these permission is added, based on the user's specific job:

  • Incident Fulfiller
  • Incident Manager
  • Major Incident Manager
  • Problem Fulfiller
  • Problem Manager
  • Change Fulfiller
  • Change Manager
  • CMDB Manager
  • CI Owners
Employee or Requester
  • Prompt Template User
  • Data Cloud User
  • Unified Catalog Community User
  • Admin Created Custom Permset
 None
# Agentforce Service Agent Agentforce Service agents intelligently support your customers by processing incoming cases and autonomously resolving common inquiries. These agents connect to customer channels, such as enhanced messaging channels, and use Omni-Channel Flow to escalate complex or sensitive support requests to service reps or other destinations. ### Required Editions
View supported editions.
The Salesforce Help content for Agentforce Service Agent has moved to [Design and Implement Agentforce Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_intro.htm&language=en_US). Learn more about the Agentforce Service Agent type and how to create agents that connect to customer channels. You can still use the default Agentforce Service Agent template to create an agent designed to resolve common support cases and requests, or you can select from more specialized Agentforce Service templates to fit your use case. #### See Also - [Explore Agent Types and Considerations](https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&language=en_US) - [Create an Agent from an Agentforce Service Agent Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US) - [Connect a Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup_channels.htm&language=en_US) - [Agentforce Service Agent Topics](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_ref_agentforce_service_agent.htm&language=en_US) # Agentforce Service Assistant Meet Agentforce Service Assistant, a proactive AI agent for case and messaging session records that helps service reps resolve issues faster with real-time resolution guidance. ### Required Editions
View supported editions.
Service Assistant is a proactive AI agent on the case, messaging session, and voice call record pages that guides service reps through issue resolution. Instead of digging through documents and knowledge articles, service reps get AI-generated record summaries and step-by-step resolution guidance, known as service plans. Service Assistant surfaces this guidance in the Service Assistant Lightning web component, a panel on the record page. Service Assistant builds the service plan from your company data, so the guidance is grounded in your record data, subagents, agent actions, and knowledge articles. Beyond the service plan, Service Assistant offers optional capabilities, such as Case Catch-Up & Insights and Service Replies, that give service reps more resolution assistance. Example of Service Assistant for Case ![Example of Service Assistant for Case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png) Example of Service Assistant for Messaging ![Example of Service Assistant for Messaging](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg.png) Example of Service Assistant for Voice ![Example of Service Assistant for Voice](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_vc_ex.png) Use this learning map to navigate your way around the Service Assistant documentation.

Start

Service Assistant Overview

Review general information about permissions, billing, and features.

Meet Service Assistant

Features overview

Permissions and Licensing

Key Terms and Concepts

Billing and Consumption

Get Ready for Service Assistant

Considerations for Service Assistant

Frequently Asked Questions

Wrench

Ground Service Assistant

Review reference guidance for grounding Service Assistant in your data.

Grounding Source Overview

Grounding with Subagents

Grounding with Knowledge

Grounding with Agent Actions

Grounding with Context Variables

Wrench

Setup and Test Service Assistant

Complete the required general Service Assistant setup for all objects and then complete the object-specific setup. Testing Service Assistant is manual and requires creating service plans on case or messaging session records.

Setup Overview

Complete General Setup

Set Up Service Assistant

Set Up Service Assistant for Case

Set Up Knowledge Grounding

Set Up Context Variables

Set Up Multiple Agents

Test Service Assistant

Troubleshoot Error Messages

Troubleshoot Knowledge

User

Extend Service Assistant

Reference this section to learn how to extend Service Assistant capabilities with quick actions, similar cases, and prompt templates.

Extend Service Assistant for Case

Set Up Case Catch-Up and Insights

Set Up Quick Actions

Set Up Related Record Grounding for Case

Set Up Similar Cases

Set Up Service Plan Translation

User

Work with Service Assistant

Learn how to work with service plans.

Work with Service Assistant

Analyze

Monitor Service Assistant

Learn how to gather key performance indicators for Service Assistant.

Analyze Service Assistant Performance

End

Learn More

Check out these resources to learn more about Service Assistant.

End Trailhead: Agentforce Service Assistant: Quick Look

End Trailhead: Module: Agentforce Service Assistant

End Video: Service Plan Eligibility

End Video: Service Assistant Basics: Knowledge Grounding

End Video: Service Assistant Basics: Multiple Agents

    
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - To keep things clear in the age of AI agents, we're now referring to the humans who use Service Cloud as "service reps" rather than "agents." We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of "agent" in a few places until we replace it, including in the app itself. - Service Assistant is supported only in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can be created only in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you might see a mix of the new and previous terms in the documentation. See [Topics Are Now Subagents](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_agentforce_subagent_new_name.htm&release=260&type=5&language=en_US). # Agentforce Service Billable Usage Types Usage of certain features of Agentforce Service (formerly Service Cloud) in a production environment impacts credit consumption. For more information on how usage is billed, refer to your contract or contact your account executive. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip This feature has access to Digital Wallet, a free account management tool that offers near real-time consumption data for enabled products across your active contracts. Access Digital Wallet and start tracking your org's usage. To learn more, see [About Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US). The number of credits consumed is based on the number of units of each usage type used multiplied by the multiplier listed on the rate card for the usage type. In Digital Wallet, Agentforce Service consumption is tracked on the following consumption cards. ## Agentforce Service Agent Usage Types Agentforce Service Agent (ASA) only supports inbound conversations, which are conversations that a user initiates. | TYPE | DESCRIPTION | | --- | --- | | Agentforce: ASA Messaging | To learn about this usage type and how conversation windows are defined, see [Generative AI Billable Usage Types](http://sfdc.co/agentforce-usage-types). | ## Customer Signals Intelligence Usage Types
TYPE DESCRIPTION
Customer Signals Intelligence

Usage is calculated based on Customer Signals Intelligence.

The Customer Signals Intelligence type standardizes how customer interactions are measured and analyzed across different channels.
## Agentforce Voice Minutes Usage Types
TYPE DESCRIPTION
Agentforce Voice Minutes

Usage is determined by the duration of the voice call between an end user and Agentforce Voice. Usage is rounded up to the next full minute, meaning any fraction of a minute is treated as a full minute.

For example,

  • A call of 60 seconds is billed as 1 minute.
  • A call of 61 seconds is billed as 2 minutes.

If your org has both Agentforce Voice Actions and Agentforce Voice Minutes enabled, Voice Minutes take precedence for billing. When Agentforce Voice Minutes are available in your org, only Agentforce Voice Minutes are metered, and Voice Actions usage types are not applied to the same activity.

## Help Agent Resolutions Usage Type The pricing model for the Agentforce Help Agent is strictly outcome-based, meaning we only charge when the agent successfully resolves an inquiry or request. A billing duration is considered to be resolved if these conditions are met. - The session isn't abandoned (the user sends at least two messages, and the agent provides at least two responses). - The user provides explicit positive final feedback or a thumbs up. - If no feedback is provided, the user doesn't request an escalation (for example, a transfer to a support rep or a support case creation). Billing consumption is calculated based on the total number of these successful outcomes across channels.
TYPE DESCRIPTION Notes
Help Agent Resolutions

A successful, billable outcome from a self-service session.

Each Resolution consumes exactly 400 Flex Credits.

Does Not Qualify:

  • Abandoned sessions.
  • Sessions where the final explicit feedback is negative.
  • Sessions that escalate to a support rep or support case before any feedback is provided.

Exceptions: This doesn't apply to Agentic Logins or Agentic Members.
Here are the Help Agent Resolutions subusage types. | SUBUSAGE TYPE | DESCRIPTION | | --- | --- | | Enhanced Chat & Portal | Usage is calculated based on the number of interactions resolved by Help Agent through Enhanced Chat. A resolution is defined as up to 2 hours of interaction. If the user interacts with the agent for more than 2 hours, it's counted as a second resolution. | | Third-Party Messaging Channels | Usage is calculated based on the number of interactions resolved by Help Agent through third-party messaging channels such as WhatsApp, Facebook Messenger, or SMS. A resolution is defined as up to 2 hours of interaction. If the interaction exceeds 2 hours, it's counted as a second resolution. | | Voice | Usage is calculated based on the number of interactions resolved by Help Agent through a voice call. The duration limit for a single resolution is 10 minutes. Calls extending beyond 10 minutes are counted as multiple resolutions (for example, a 12-minute call is counted as 2 resolutions when resolved). | | Bring Your Own Channel | Usage is calculated based on the number of interactions resolved by Help Agent through your own channel. A resolution is defined as up to 2 hours of interaction. | | Email | Usage is calculated based on the number of interactions resolved by Help Agent through conversational email. A single resolution is defined as up to 3 days of interaction. Interactions exceeding this duration are counted as an additional resolution. | ## Telephony Usage Types Tracks Contact Center Voice Credits consumption by Agentforce Contact Center in the US and Canada. To monitor real-time consumption of Inbound Telephony Minutes and Outbound Telephony Minutes, go to your Salesforce Digital Wallet and view the Contact Center Voice Credits consumption card. The supported code types for usage tracking are 10DLC and Toll-Free. The parenthetical qualifiers, (48 States) and (Hawaii+Alaska), are exclusively for the United States because calls are charged differently in Hawaii and Alaska. Use these telephony usage and sub-usage types to monitor Contact Center Voice Credits consumption.
TYPE SUB-USAGE TYPES DESCRIPTION
Inbound Telephony Minutes

For Canada: 10DLC, Toll-Free.

For US: 10DLC (48 States), 10DLC (Hawaii+Alaska), Toll-Free.

 Tracks inbound Contact Center Voice Credits for Agentforce Contact Center.
Outbound Telephony Minutes

For Canada: Domestic_10DLC, Domestic_Toll-Free.

For US: Domestic_10DLC (48 States), Domestic_10DLC (Hawaii+Alaska), Domestic_Toll-Free.

 Tracks outbound Contact Center Voice Credits for Agentforce Contact Center.
## Salesforce Message Credits - SMS SMS message credit requirements for the Agentforce Contact Center Digital add-on apply starting March 27, 2026, with additional updates on May 1, 2026.
TYPE DESCRIPTION Notes
SMS

Salesforce Message Credit usage is calculated based on the number of messages sent.

You’re charged for all mobile-originated (MO) and mobile-terminated (MT) messages.

Billing rates differ based on country destination and the originating phone number. To determine subtype rates, review the rate card at Multipliers for Salesforce Message Credits.
## Salesforce Message Credits - WhatsApp WhatsApp message credit requirements for the Agentforce Contact Center Digital add-on apply starting March 27, 2026.
TYPE DESCRIPTION Notes
WhatsApp

Salesforce Message Credit usage is calculated based on the number of messages sent.

Billing rates differ based on the subtype that each message falls into. To determine subtype rates, review the rate card at Multipliers for Salesforce Message Credits.

You’re charged for all messages sent from your account, whether they’re delivered or not.
## CMDB Enterprise Describes how Configuration Management Database (CMDB) Enterprise meters active enterprise configuration items in Digital Wallet. Enterprise configuration items represent any configuration item that isn’t an end-user endpoint, such as servers, cloud resources, application services, and network devices.
TYPE DESCRIPTION Notes
Active Enterprise Configuration Items

Configuration Item (CI)

CMDB Enterprise meters active enterprise configuration items. In Digital Wallet, you can view usage based on active configuration items and reflects the highest recorded count during the billing interval. The usage type includes enterprise configuration items such as servers, cloud resources, application services, and network devices. For more information on CMDB Enterprise, see Monitor Usage for CMDB Enterprise in Digital Wallet.

The Service Cloud Billing and Metering service processes billing events from CMDB and sends them to Digital Wallet.
#### See Also - [Rate Card for ASA](http://salesforce.com/service/rates/agentforce-service-agent/) - [About Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US) - [Considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&type=5&language=en_US) - [Digital Wallet-Enabled Products and Rate Cards](https://help.salesforce.com/s/articleView?id=xcloud.wallet_enabled_products_rate_cards.htm&type=5&language=en_US) - [Billing Considerations for Customer Experience Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&language=en_US) # Agentforce Service Documentation Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs. With Agentforce Service, you can choose how your customers reach you—by email, phone, messaging apps, self-service sites, chat, text, and more. To keep your customers satisfied when they do contact you, AI agents can be configured to provide 24/7 support. When cases need to be escalated to a live service rep, Agentforce Service makes sure that your service reps have all the tools they need to respond efficiently to customer questions and requests. Agentforce Service boosts productivity, allows communication on multiple channels, and supports solving issues in the field. ![Graphic showing a console, customer channels, and a truck.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/service_cloud_graphic.png)
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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. - **[Learn About Agentforce Service](https://help.salesforce.com/s/articleView?id=service.service_learn.htm&release=264.0.0&type=5)** The first step in implementing Agentforce Service (formerly Service Cloud) is learning what it does. Let’s take a look at what Agentforce Service has to offer businesses of all sizes. - **[Set Up Service Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&release=264.0.0&type=5)** Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing. - **[Create Communication Channels for Service](https://help.salesforce.com/s/articleView?id=service.support_service_channels.htm&release=264.0.0&type=5)** Agentforce Service (formerly Service Cloud) offers many ways for your customers to contact you, including phone, web chat, WhatsApp, and SMS. Set up a mix of channels to make it easier for customers to reach you. - **[Set Up Tools for Support Teams](https://help.salesforce.com/s/articleView?id=service.support_productivity.htm&release=264.0.0&type=5)** Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros. - **[Track Service Metrics](https://help.salesforce.com/s/articleView?id=service.support_metrics.htm&release=264.0.0&type=5)** Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI. - **[Extend Agentforce Service](https://help.salesforce.com/s/articleView?id=service.support_extend.htm&release=264.0.0&type=5)** Build out your implementation of Agentforce Service (formerly Service Cloud) with specialized features such as HR Service, Feedback Management, and Service Catalog. # Agentforce Tab Monitor active enhanced messaging conversations with Agentforce Service Agents. In this tab, you can view the conversations between them and your customers in real time. You can also identify which Service agent needs help by looking for raised flags. ### Required Editions
View supported editions.
The Agentforce tab shows active conversations between Service agents and your customers. For each conversation, it shows the AI agent name, conversation details, and, if applicable, the raised flag. Conversations with raised flags appear at the top of the list. This tab can show conversations for up to 10 Service agents. If there are more agents, the top 10 agents with the most conversations appear in the tab. The boxes above the table show the number of active conversations for each Service agent. To filter the list of agent conversations, select one of the boxes. For example, click **All Agentforce Agents** to view conversations for all Service agents. ![Command Center for Service Agentforce Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_ai_agent_tab.png) To view the conversation between a Service agent and customer, click **Monitor**. When you view the conversation, click **Transfer to Rep** to transfer it to a human service rep. To lower the flag, click **Lower**. - **[Agentforce Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_ai_agents_tab_fields.htm&release=264.0.0&type=5)** The Agentforce tab contains fields that provide information about the Service agents’ current work. To filter the results for a specific agent, select the box with the agent’s name above the table. #### See Also - [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&release=264.0.0&type=5 "To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag.") # Agentforce Tab Fields The Agentforce tab contains fields that provide information about the Service agents’ current work. To filter the results for a specific agent, select the box with the agent’s name above the table. ### Required Editions
View supported editions.
| Column | Description | | --- | --- | | Name | The name of the AI agent. | | Flag | Indicates whether the AI agent raised a flag to get help from a supervisor. The [Raise Flag for Supervisor action](https://help.salesforce.com/s/articleView?id=ai.service_agent_flag_conversations.htm&language=en_US) triggers the flag. | | Action | To view the conversation between the AI agent and customer, click **Monitor**. If needed, from that page, you can transfer the work to a rep or lower the flag. | | Conversation Summary | Details about the conversation, which comes from the assigned compact layout for the object and record type. | | Channel | The service channel that the customer used to contact you, such as the Messaging or Email channel. | | Conversation Length | The duration of the conversation. | # Agentic IT Service Desk Centralize and manage IT service records, such as incidents, problems, and change requests from a single, unified workspace by using the Agentic IT Service Desk app. Optimize productivity for fulfillers and managers with enhanced collaboration from a single console. Streamline operations and resolve issues without needing to switch apps by providing quick access to key information. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
The Agentic IT Service Desk console is equipped with several features to support daily IT service operations: - Integrated View: Manage all IT service operations from a holistic view, which streamlines your workflow and minimizes application switching. - Comprehensive Record Details: Access comprehensive details to support informed decision-making, such as incident details, requester information, and asset dependencies. - Faster Issue Resolution: Accelerate issue resolution with integrated knowledge articles and improve efficiency in your issue resolution processes. - **[Key Features of the Agentic IT Service Desk Console](https://help.salesforce.com/s/articleView?id=service.it_srvcs_console_components.htm&release=264.0.0&type=5)** The Home page of the Agentic IT Service Desk is the main landing page after you log in. The console helps IT managers and fulfillers get the most important information when they start their day, and gives them quick access to key components through the navigation menu and other widgets. # Agentic Portal Usage Limits and Licensing Review the supported editions and usage limits for AI features in Agentic Portals. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Aura and LWR Experience Cloud Sites
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Agentic Portal features are included with your existing Customer Community licenses. Usage counts the number of unique AI interactions per login or member. | License SKU | AI Article Summaries | Dynamic Q&A | List Price (Ref) | | --- | --- | --- | --- | | CC Logins | 1 per Login | 1 per 10 Logins | $2 / login | | CC Member | 1 per Login | 1 per 10 Logins | $5 / member | | CC+ Logins | 5 per Member | 1 per Member | $6 / login | | CC+ Member | 5 per Member | 1 per Member | $15 / member | | Unlimited CC | 150,000 per Year | 20,000 per Year | $500,000 / year | | Unlimited CC+ | 150,000 per Year | 20,000 per Year | $750,000 / year | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Digital Wallet tracks Quick Chat usage separately through Flex Credits. - **[Monitor and Audit Agentic Portal Usage](https://help.salesforce.com/s/articleView?id=service.monitor_and_audit_agentic_portal_usage.htm&release=264.0.0&type=5)** Track how your customers use AI features and manage your usage limits with session-based reporting. - **[Quick Chat and Flex Credits](https://help.salesforce.com/s/articleView?id=service.quick_chat_and_flex_credits.htm&release=264.0.0&type=5)** Learn how Quick Chat uses the Agentforce Action Framework and Flex Credits for real-time support. # Agentless Discovery for Scanning IT Assets Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
Before you set up agentless discovery, prepare the Discovery Application host and confirm connectivity and access to Salesforce and the target systems in your scan scope. Coordinate with your network, security, and infrastructure teams so that scans can connect reliably and return complete asset data. Start agentless discovery by downloading and installing the discovery application on a Windows host. The application acts as the scanning engine for agentless discovery. After installation, create discovery targets to define what to scan, such as IP ranges, hostnames, or cloud connectors. Each target includes one or more probes that determine how data is collected from systems in that scope. Probes gather information about the operating system, network, hardware, and applications. Associate credentials with each target to allow authenticated access and ensure accurate data collection. Run scan jobs to manage and monitor agentless discovery. Each scan job initiates the scanning process, tracks the progress, and records when the discovery run starts and completes. The scan job also captures the targets covered and the data collected during the run. After completion, the discovery application sends the scan results to CMDB, where CMDB processes the information, identifies unique assets, and updates configuration items to keep data accurate and current. See [Key Terms in Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_key_terms.htm&release=264.0.0&type=5 "Get familiar with essential terms before you start using discovery.") for definitions of discovery applications, targets, probes, and scan jobs. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example : Agentless Discovery for Deep Host Scan An IT administrator installs the discovery application on a Windows host to perform agentless scans. The administrator creates a discovery target and selects deep host scan (WMIC, SSH, SNMP) as the probe type. The target includes IP ranges for Windows and Linux servers within the data center, along with the required SSH and WMI credentials. When the scan job runs, the discovery application connects securely to each server, collects data about the operating system, network interfaces, and installed applications, and sends the results to CMDB. CMDB processes the collected information and updates configuration items to reflect accurate configuration data. - **[How the Discovery Application Connects Salesforce and Target Systems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_app_communication.htm&release=264.0.0&type=5)** Keep asset data in CMDB accurate and current with reliable agentless scans. Understand how the Discovery Application receives scan instructions from Salesforce, collects asset details from target systems through supported protocols, and returns scan results to Salesforce for processing. Use this communication flow to plan network access. - **[Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5)** Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing. - **[Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5)** Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets. - **[Download and Install the Discovery Application](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_disc_app.htm&release=264.0.0&type=5)** Use the Discovery Application to perform agentless scans and collect asset data without installing software on each device. The Discovery Application runs on a Windows host and securely connects with your network to detect systems, identify configurations, and send discovery data to Configuration Management Database (CMDB) for processing. - **[Prepare Windows Targets for Agentless Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_windows_targets.htm&release=264.0.0&type=5)** Improve Windows scan reliability and keep asset data in CMDB current by preparing target systems for agentless discovery. Configure account access, remote management, and firewall rules for the Windows Management Instrumentation (WMI) or PowerShell Remoting probe that you plan to use. - **[Prepare Linux and macOS Targets for SSH Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_ssh_targets.htm&release=264.0.0&type=5)** Collect complete Linux, Unix, and macOS inventory data and keep CMDB records current by preparing target systems for Secure Shell (SSH) discovery. Provide a dedicated scanning account, the access required for system and hardware details, and network connectivity from the Discovery Application host before you create the discovery target. - **[Prepare Network Devices for SNMP Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_snmp_targets.htm&release=264.0.0&type=5)** Discover switches, routers, firewalls, printers, and other network devices accurately by preparing them for Simple Network Management Protocol (SNMP) scans. Turn on a supported SNMP version, provide read-only access to the required management information, and allow connectivity from the Discovery Application host before you create the discovery target. - **[Prepare Cloud and Virtualization Targets for Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_cloud_virtualization_targets.htm&release=264.0.0&type=5)** Build a current inventory of cloud and virtual infrastructure by preparing provider accounts and VMware vCenter for discovery. Grant read-only access to the resources in scope, verify the required HTTPS connectivity, and capture the authentication details that you use to create discovery credentials and targets. - **[Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5)** Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results. - **[Create a Discovery Target](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5)** Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB). - **[Configuration Fields for Target Categories and Probe Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_target_fields.htm&release=264.0.0&type=5)** Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately. - **[Manage Discovery Targets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_manage_targets.htm&release=264.0.0&type=5)** View, run, or manage existing discovery targets to maintain and reuse scan configurations efficiently. - **[Monitor and Review Scan Jobs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_monitor_scanjob.htm&release=264.0.0&type=5)** Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date. - **[Troubleshoot Agentless Discovery Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_troubleshoot_agentless_scans.htm&release=264.0.0&type=5)** Resolve target connectivity, authentication, and access issues to restore agentless discovery coverage and keep CMDB data current. Review scan job details and Discovery Application logs to identify where a scan stopped and apply the appropriate resolution. # Agentless Discovery Network, Port, and Access Requirements Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
## Plan Network Access Before you create a discovery target, work with your network, security, and infrastructure teams to allow the connections that apply to the selected probe and target systems. If your environment uses a third-party or centrally managed firewall, create equivalent rules in the firewall management console. The Discovery Application initiates agentless connections from its Windows host to reachable target systems. For more information about this communication flow, see [How the Discovery Application Connects Salesforce and Target Systems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_app_communication.htm&release=264.0.0&type=5 "Keep asset data in CMDB accurate and current with reliable agentless scans. Understand how the Discovery Application receives scan instructions from Salesforce, collects asset details from target systems through supported protocols, and returns scan results to Salesforce for processing. Use this communication flow to plan network access."). ## Network Connections Allow each connection from the listed source to the destination. Limit firewall rules to the Discovery Application host and target systems that are included in your scan scope. | Connection | Source | Destination | Direction | Protocol and Port | Purpose | | --- | --- | --- | --- | --- | --- | | Salesforce communication | Discovery Application host | Salesforce | Outbound | HTTPS over TCP port 443 | Receive scan instructions and return scan results for processing. | | Azure cloud API discovery | Salesforce | Microsoft Azure APIs | Outbound | HTTPS over TCP port 443 | Collect Azure resource data by using the configured service principal. | | Host reachability check | Discovery Application host | Target systems | Outbound | ICMP echo request | Identify reachable hosts before the Discovery Application runs a network scan. | | WMI scan | Discovery Application host | Windows target | Outbound | TCP ports 135, 139, and 445, and TCP ports 49152 to 65535 | Use RPC endpoint mapping, dynamic RPC, and SMB to collect Windows inventory data. | | PowerShell Remoting scan | Discovery Application host | Windows target | Outbound | WinRM over TCP port 5985 for HTTP or TCP port 5986 for HTTPS | Collect Windows inventory data by using PowerShell Remoting. | | SSH scan | Discovery Application host | Linux, Unix, or macOS target | Outbound | SSH over TCP port 22 | Collect operating system, hardware, software, and configuration data. | | SNMP scan | Discovery Application host | Network device | Outbound | SNMP over UDP port 161 | Collect standard and manufacturer-specific device inventory and configuration data. | | VMware vCenter scan | Discovery Application host | VMware vCenter Server | Outbound | HTTPS over TCP port 443 | Collect virtual machine, host, datastore, and related virtualization data. | ## Authentication and Target Access Use credentials that provide the access required by the selected probe. Coordinate with each target system owner to apply your organization's access and credential policies. | Target and Probe | Authentication | Required Access | Target Configuration | | --- | --- | --- | --- | | Windows with WMI | Windows local or domain account | Local administrator access on the target | Allow remote WMI access from the Discovery Application host. | | Windows with PowerShell Remoting | Windows local or domain account | Membership in the Administrators and Remote Management Users groups on the target | Turn on Windows Remote Management on the Discovery Application host and the target. | | Linux or Unix with SSH | Username and password or SSH key | SSH access and sudo access for hardware-level details | Turn on SSH access on the target. | | macOS with SSH | Username and password or SSH key | Access to run `system_profiler` | Turn on Remote Login and grant access to the scanning account. | | Network device with SNMP | SNMP v2c community string or SNMP v3 username and authentication settings | Read-only access to the full MIB, including the system MIB and the manufacturer’s enterprise MIB | Turn on SNMP on the target device. | | VMware vCenter Server | VMware vSphere credentials | Read-only access to the vCenter inventory | Allow HTTPS connectivity from the Discovery Application host. | For more information about adding authentication details in Salesforce, see [Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5 "Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results."). For more information about selecting a probe and configuring a target, see [Configuration Fields for Target Categories and Probe Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_target_fields.htm&release=264.0.0&type=5 "Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately."). # AI Actions for Approval Management Managers can review pending approvals and take action using Agentforce in a channel of their choice, such as the employee portal, Slack, or Teams. Get contextual summaries of open approvals and make faster, more informed decisions. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides managers through the approval process to make faster, more informed decisions, eliminating the need to navigate complex approval requests. ## Review and Act on Approvals Here's how a manager reviews pending approvals and gets contextual summaries to make faster, informed decisions by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Review your open approvals so that the agent can present a summary of all pending items.
  • What approvals do I have open?
  • List all open approvals with full details.
  • Give me an expanded view of all my pending approvals.
  • Show all approvals that are not completed yet.
 The agent retrieves top 10 open approval records and presents a contextual summary for each one, including the purpose of the request, the key business justification, and relevant history (for example, a service request for a replacement laptop submitted by Maria Sanchez, justified as required for a new project, with one similar request in the past six months). Summarize Open Approvals For Employee
Provide the approval ID or a description of the work item so that the agent can retrieve the full details for a specific approval record.
  • What are the details for approval AWI-13838393?
  • Tell me what's included in approval number AWI-13838393.
  • I want detailed information on approval AP-13838393.
  • Can you explain the status and history of AWI-13838393?
 The agent retrieves the specified approval record and returns a detailed summary with the purpose, key justification, and relevant history for that record only (for example, AWI-13838393: procurement request for 10 software licenses, justified by a new team onboarding, no prior requests from this department). Summarize Approval For Employee
Provide the approval ID or a description of the work item and your decision so that the agent can process the approval or rejection. Include an optional comment to add context to your decision.
  • Approve the work item AWI-13838393.
  • Reject the new laptop request with the comment: Budget details are missing.
  • Approve the new mouse request assigned to me with the comment: Looks good, proceed.
  • Reject the work item AWI-14878354 assigned to me with the comment: Please resubmit with correct details.

The agent checks for open approvals. If none is found, the agent responds: "You currently have no approvals pending."

Note
Note Approval Summary applies to all approval types, including service requests, change requests, procurement, and HR requests.
 Review Approval Work Item
# AI Actions for Calendar Management IT service desk members can schedule meetings, coordinate calendars, and manage event invitations by using Agentforce in their preferred channel. Streamline meeting coordination by creating events based on attendee availability, adding or removing participants, and handling the complete invitation process to reduce scheduling time and conflicts. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Use actions within the Agentforce conversation flow to schedule meetings, coordinate calendars, and manage event invitations. Agentforce guides users through creating events based on attendee details, adding or removing participants, and coordinating preferred times. ## Identify Meeting Attendees Here's how a user identifies meeting attendees and retrieves the correct email addresses by using Agentforce. You can also see the action that's triggered in response to the user's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the names or partial Email addresses of meeting attendees so that the agent can identify and return the correct Email addresses.
  • Find the Email addresses for Sarah Chen and Mike Johnson.
  • I need to schedule a meeting with Alex Smith.
  • Get me the Email for David Park.
  • Who is john.doe@company?
 The agent searches the directory and returns the correct Email addresses for the identified attendees (for example, sarah.chen@company.com, mike.johnson@company.com). If multiple matches are found, the agent asks for clarification. Identify Meeting Attendees
## Schedule Outlook Meeting Here's how an user schedules a meeting in Outlook by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the meeting details, including attendees, time, and purpose, so that the agent can schedule a meeting in the Outlook calendar.
  • Set up a call with Sarah and Mike on June 12 at 10 AM.
  • Book a call with David on June 30 at 2 PM.
  • Schedule a call with Robert and Emma on June 23 at 1 PM.
 The agent gathers the required details, confirms the attendees, time, and meeting purpose, and schedules the meeting in the Outlook calendar. It provides a confirmation with the meeting details. The agent schedules meetings at the exact time you provide. It doesn't check attendee availability or suggest alternative time slots. Schedule Outlook Meeting
# AI Actions for Change Request Management Agentforce automatically populates key fields such as change type, business justification, impact analysis, and risk level. This automation streamlines scheduling, reduces manual effort, and improves the change request management process. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
Change request fulfillers and managers use the agent actions available for change request management. They can use these actions within the Agentforce conversation flow to identify and summarize the change request. ## Find and Summarize Change Request Here’s how change request fulfillers can find and summarize change request for dark mode release by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate an overview of a change request by using change request record and attached files.
  • Summarize this change request.
  • Provide a summary of this change request
  • Can you summarize the details of this change request?
  • Give me a brief summary of the change request.
 The agent summarizes the purpose and status of a change request by analyzing the change request details and attached files. For example, the summary states that the dark mode feature release has Low risk and is Scheduled for the next release. The attached configuration export confirms the feature flag settings for the rollout. Summarize Change Request
# AI Actions for Cloud Resources Management Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through provisioning VMs and storage, setting up development stacks, managing firewall changes, and reporting virtual machine issues, eliminating the need for manual processes. ## Answer Questions with Knowledge Here's how an employee asks a question and gets a relevant answer from the knowledge base by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about cloud resource management policies, procedures, or troubleshooting steps so that the agent can search the knowledge base and provide a relevant answer.
  • What is the process for provisioning a new virtual machine?
  • How do I request a firewall rule change?
  • What are the storage quota limits for development environments?
  • How do I set up a development stack for my project?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to provision a new virtual machine, submit a cloud resource request through the service catalog, specifying the VM size, region, and intended use). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible service catalog items based on a description by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the cloud resource or operation you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What cloud resource catalog items am I eligible for?
  • Show me the available services I can request for cloud infrastructure.
  • What VM or storage options can I request from the catalog?
  • List the cloud services available for my team.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: VM Provisioning, Cloud Storage Expansion, Development Stack Setup, and Firewall Rule Change). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a cloud resource service catalog item so that the agent can initialize the flow using the product ID and guide you through each configuration step until the request is complete.
  • I need to provision a new virtual machine for my team.
  • How do I request additional cloud storage for my project?
  • I'd like to set up a development stack for our new application.
  • Can I request a firewall rule change for my environment?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select VM Provisioning, the agent prompts you to specify the VM size, operating system, region, and intended use). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves product or service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the cloud service or resource name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the VM provisioning process?
  • Show me the launch details for the cloud storage request service.
  • Where can I find the intake form for the firewall change request?
  • Get me the product launch card for the development stack setup service.
 The agent retrieves the process launch details for the requested cloud service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the VM Provisioning process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your cloud resource issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • My virtual machine is unresponsive. Please raise a ticket.
  • None of the articles helped with my storage access issue. Can you create an incident for me?
  • I need to log an incident for my dev stack deployment failure.
  • The suggested articles didn't resolve my firewall issue. Please create an incident.

The agent creates an incident for the reported cloud resource issue and provides a confirmation with the ticket number (for example, INC-0045, virtual machine unresponsive in us-west-2, status: assigned to Cloud Operations team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for CMDB Management Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Search for Configuration Items When an IT fulfiller needs to locate assets before a maintenance window, they use Agentforce to search the Configuration Management Database (CMDB) by name, type, status, location, or owner, and then review the full details of a specific Configuration Item (CI). Here's how an IT fulfiller searches for and reviews configuration items using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Search for CIs using one or more filter criteria such as name, type, status, location, or owner.
  • Find servers in Hyderabad.
  • Show me all Windows servers.
  • Find CIs whose status is In Use.
  • Search CI where Type is Application.
  • Find CIs owned by John Doe.
 The agent returns a list of matching CIs with key attributes (for example, asset name, CI type, status, location, and owner). If the query matches multiple CIs, the agent displays them as a paginated list. If no CIs match the criteria, the agent notifies the user that no results were found. Search Configuration Items
## Get Configuration Item Details When an IT fulfiller needs comprehensive information about a specific CI, such as asset name, CI type, location, or owner details, they can retrieve the full record directly from CMDB. Here's how an IT fulfiller retrieves full configuration item details by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request the full details of a CI by its name or asset ID.
  • Get CI information for Srv-01.
  • What are the attributes of CI named AppServer-02?
  • Fetch configuration details for Firewall-FW-01.
 The agent displays all attributes of the CI (for example, asset name, CI type, status, location, and owner). Get Configuration Item Details
## Update Configuration Items When configuration data becomes outdated or ownership changes, an IT fulfiller updates one or more CI attributes directly from Agentforce. Fulfillers can update fields such as asset name, location, owner, owner group, status, hostname, IP address, serial number, and active status. Here's how an IT fulfiller updates configuration items by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Update an attribute on one configuration item.
  • Update status of Finance-01 to Retired.
  • Update the owner of Srv-01 to Alice.
  • Update the active field of LPT-123 to true.
  • Assign the owner group of Srv-01 to Network Operations.

The agent updates the specified field on the configuration item and confirms the change (for example, the owner of Srv-01 is now set to Alice).

Note
Note Use this action to a standard set of configuration item fields, including asset name, status, CI owner, CI location, CI owner group, host name, IP address, serial number, active, used by user, and used by group .
 Update Configuration Items
## Delete Configuration Items To keep the CMDB accurate, IT fulfillers can remove obsolete or decommissioned configuration items. Agentforce performs a soft delete, which marks the CI as deleted without permanently removing it from the database. Here's how an IT fulfiller deletes configuration items by using Agentforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Agentforce performs a soft delete only. Configuration items with active dependencies or relationships, such as linked incidents, can't be deleted. Merging duplicate CIs is not supported.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Soft delete a single configuration item that is no longer active or needed.
  • Remove CI LPT-123.
  • Soft delete database DB-Test-01.
  • Delete server named OldServer-01.
  • Soft delete CI with name Legacy-Switch-01.
 The agent verifies that the configuration item has no active dependencies and performs a soft delete. It then confirms the deletion (for example, CI Server-01 has been soft deleted successfully). Delete Configuration Items
# AI Actions for Collaboration Management Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through handling email accounts, distribution lists, chat workspaces, and messaging configurations with streamlined request processing and automated support. ## Answer Questions with Knowledge Here's how an employee asks a question about collaboration tools and communication policies by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about collaboration platform policies, email account management, or communication tool troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • How do I set up a distribution list for my team?
  • What is the policy for creating a shared team chat workspace?
  • How do I configure my email account on a new device?
  • What are the guidelines for managing external communication channels?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to create a distribution list, submit a request through the IT service portal with the list name, member email addresses, and owner details). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible collaboration service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the collaboration service or communication tool you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What collaboration services am I eligible for?
  • Show me the available services I can request for communication tools.
  • What email or chat services can I request from the catalog?
  • List the collaboration tools available for my team.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Email Account Setup, Distribution List Management, Chat Workspace Creation, and Messaging Configuration). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a collaboration service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a collaboration service catalog item so that the agent can initialize the flow using the product ID and guide you through each configuration step until the request is complete.
  • I need to set up a new distribution list for my team.
  • How do I request a shared chat workspace for my project?
  • I'd like to configure email forwarding for my account.
  • Can I request a new messaging channel for my department?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Distribution List Setup, the agent prompts you to specify the list name, member email addresses, and list owner). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves collaboration service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the collaboration service or communication tool name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the email account setup process?
  • Show me the launch details for the chat workspace request service.
  • Where can I find the intake form for the distribution list request?
  • Get me the product launch card for the messaging configuration service.
 The agent retrieves the process launch details for the requested collaboration service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Distribution List Setup process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved collaboration tool issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your collaboration tool issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • My email account is not syncing. Please raise a ticket.
  • None of the articles helped with my chat workspace issue. Can you create an incident for me?
  • I need to log an incident for my distribution list not working.
  • The suggested articles didn't resolve my messaging configuration issue. Please create an incident.

The agent creates an incident for the reported collaboration tool issue and provides a confirmation with the ticket number (for example, INC-0012, email account not syncing for user@company.com, status: assigned to Collaboration Support team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Compliance Management Employees can report compliance issues, access data privacy policies, and manage regulatory requests using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate guidance on corporate governance, data handling standards, and compliance training to reduce time to resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through documenting potential violations, navigating governance standards, and completing compliance training requirements with step-by-step guidance and automated workflows. ## Answer Questions with Knowledge Here's how an employee asks a question about compliance policies and regulatory requirements by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about compliance policies, data privacy regulations, or corporate governance standards so that the agent can search the knowledge base and provide a relevant answer.
  • What is the data retention policy for customer records?
  • How do I report a potential compliance violation?
  • What are the guidelines for handling personally identifiable information?
  • What compliance training am I required to complete this quarter?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, under the data retention policy, customer records must be retained for seven years and stored in approved secure systems). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible compliance service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the compliance service or regulatory process you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What compliance service catalog items am I eligible for?
  • Show me the available services I can request for regulatory compliance.
  • What data privacy or governance services can I request from the catalog?
  • List the compliance-related services available for my team.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Compliance Violation Report, Data Privacy Request, Regulatory Training Enrollment, and Audit Documentation Submission). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a compliance service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a compliance service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to submit a data privacy request for a customer.
  • How do I enroll in the mandatory compliance training?
  • I'd like to file a compliance violation report.
  • Can I submit an audit documentation package through the catalog?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Data Privacy Request, the agent prompts you to specify the data subject, request type, and applicable regulation). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves compliance service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the compliance service or regulatory process name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the compliance violation reporting process?
  • Show me the launch details for the data privacy request service.
  • Where can I find the intake form for the regulatory training enrollment?
  • Get me the product launch card for the audit documentation submission process.
 The agent retrieves the process launch details for the requested compliance service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Compliance Violation Report process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved compliance issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your compliance issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • I've identified a potential data breach. Please raise a ticket.
  • None of the articles helped with my compliance question. Can you create an incident for me?
  • I need to log an incident for a suspected policy violation.
  • The suggested articles didn't resolve my regulatory query. Please create an incident.

The agent creates an incident for the reported compliance issue and provides a confirmation with the ticket number (for example, INC-0031, suspected data handling policy violation in the finance department, status: assigned to Compliance and Legal team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Employee Lifecycle Management Employees can request onboarding, offboarding, promotions, transfers, resignations, role changes, and manager changes using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Streamline employee transitions and reduce time to resolution for lifecycle events. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through submitting lifecycle requests, tracking transition status, and completing required documentation through intuitive workflows and automated processing. ## Answer Questions with Knowledge Here's how an employee asks a question about lifecycle processes and transition policies by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about employee lifecycle policies, onboarding or offboarding procedures, or role change requirements so that the agent can search the knowledge base and provide a relevant answer.
  • What is the process for onboarding a new team member?
  • How do I initiate an internal transfer request?
  • What documentation is required for an employee resignation?
  • What steps are involved in a role change or promotion?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to initiate an internal transfer, submit a transfer request form with the employee's current role, target role, effective date, and approving manager). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible lifecycle service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the lifecycle event or employee transition you need to initiate so that the agent can retrieve the eligible service catalog items that match your request.
  • What employee lifecycle catalog items am I eligible for?
  • Show me the available services for onboarding a new employee.
  • What offboarding or transition services can I request from the catalog?
  • List the lifecycle request options available for my team.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: New Employee Onboarding, Internal Transfer Request, Promotion Processing, and Offboarding Checklist). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs an employee lifecycle service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a lifecycle service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to initiate an onboarding request for a new hire.
  • How do I submit an internal transfer for my team member?
  • I'd like to process a promotion request for an employee.
  • Can I start the offboarding process for a departing employee?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select New Employee Onboarding, the agent prompts you to provide the hire date, role, department, and manager details). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves lifecycle service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the lifecycle service or employee transition process name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the employee onboarding request process?
  • Show me the launch details for the internal transfer service.
  • Where can I find the intake form for the promotion request?
  • Get me the product launch card for the offboarding checklist service.
 The agent retrieves the process launch details for the requested lifecycle service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the New Employee Onboarding process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved lifecycle event issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your employee lifecycle issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • The onboarding process for my new hire is stuck. Please raise a ticket.
  • None of the articles helped with my transfer request issue. Can you create an incident for me?
  • I need to log an incident for a failed offboarding process.
  • The suggested articles didn't resolve my promotion request issue. Please create an incident.

The agent creates an incident for the reported lifecycle issue and provides a confirmation with the ticket number (for example, INC-0018, new employee onboarding blocked due to missing system access for John Smith, status: assigned to HR Operations team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Employee Request Management Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through the conversation to create a complete and accurate ticket for the IT team, eliminating the need for complex forms. ## Report and Manage Issues Here’s how an employee reports and manages an unstable Wi-Fi connection and automatically logs an incident by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the issue so that the agent can create an incident ticket on your behalf.
  • Create an incident for Wi-Fi disconnection on my laptop.
  • Report an incident for my laptop's Wi-Fi issue.
  • Log an incident for my laptop's Wi-Fi disconnection.
  • Open an incident for Wi-Fi issue on my laptop.
 The agent clarifies details, creates the incident, and provides a confirmation with the ticket number (for example, INC-0001, unstable Wi-Fi, status: assigned to IT Network team). Employee Incident Creation
Provide the incident ID or a description of the issue so that the agent can generate a summary of the current status and latest updates.
  • Can you give me a summary of my Wi-Fi issue?
  • Can you summarize my Wi-Fi connectivity issue?
  • Summarize the details of my Wi-Fi issue.
  • Can you give me an overview of my Wi-Fi problem?
 The agent generates a summarized update with the issue, status, assignee, and latest developments (for example, the agent identifies the issue as unstable Wi-Fi, status: in progress, assigned to: David Park (Network Operations Team). Summarize Incident for Employees
Provide the incident ID or keywords so that the agent can locate the relevant record and prompt you to choose a next action.
  • Find my incident INC-0001.
  • Can you find incident INC-0001?
  • Can you pull up incident INC-0001?
 The agent locates and confirms incident (for example, INC-0001, unstable Wi-Fi, status: in progress). It then prompts the user to choose an action. Employees can choose actions such as request a summary, add a comment, or check the latest update. Identify Record by Name
Provide the incident ID, subject, or a description of the issue so that the agent can locate the record and add your comment or update.
  • Add a comment to INC-0001.
  • Update my Wi-Fi ticket.
  • I want to add an update to my laptop issue.
  • Add a note ‌to my Wi-Fi connectivity problem.

The agent finds the ticket by ID, subject, or description. It then confirms the record before adding the update (for example: The connection drops every five minutes in the conference room).

Note
Note It can take up to 15 minutes for the Identify Record by Name service to index a new record. If you use the Create Incident action, you might not be able to find, summarize, or add a comment to that record immediately.
 Add Comment to Record
Provide the incident ID or a description of the issue so that the agent can check the status and reopen the ticket if eligible.
  • Can you reopen my laptop ticket?
  • My Wi-Fi issue is back reopen the ticket.
  • Please reopen incident INC-0001.
  • Reopen my ticket about the Wi-Fi connection.
 The agent identifies the relevant incident and checks its status. If the incident is Resolved, the agent changes the status to Open and notifies the support team. If the incident is Closed, the agent explains that it can't be reopened and offers to help create another ticket. For incidents in progress, the agent confirms the team is working on the issue and will provide updates. Reopen a Ticket
Describe the issue so that the agent can search for matching open records and provide the latest status and updates.
  • What's the update on my Wi-Fi issue?
  • What is the status of my connectivity issue?
  • How is the Wi-Fi ticket coming along?
  • Check the status of my internet issue.
 The agent parses the query, such as Wi-Fi and searches for open records. If a match is found (INC-0001), it provides the latest progress, priority, and assignee. Depending on the results, the agent can also ask for clarification on multiple matches or offer to create a ticket. (for example, Your Wi-Fi issue is currently in progress and assigned to David Park. It was last updated 20 minutes ago). Get Incidents Based on Description
Describe the issue with your hardware asset so that the agent can look up your assigned assets in the IT Asset Management (ITAM) system and associate the correct asset with the incident.
  • My laptop is not working.
  • I'm having an issue with my monitor.
  • My MacBook is not turning on.
  • There's a problem with my phone.

The agent performs a real-time lookup in the ITAM system or CMDB for assets of the reported type assigned to the employee. The response varies based on the result.

  • Single asset: The agent confirms the assigned asset with the employee (for example, I see you're assigned a Dell XPS 15 (Asset Tag: ASSET123). Is this the device you're having an issue with?). Upon confirmation, the asset is automatically associated with the incident.
  • Multiple assets: The agent presents a list and asks the employee to specify the asset (for example, Which monitor are you referring to? 1. Dell 24" (Tag: ASSET456) or 2. HP 22" (Tag: ASSET789)?).
Note
Note If no asset of the reported type is found in the employee's name, the agent informs the employee and proceeds with creating the incident without a linked Configuration Item (CI).

Retrieve Assigned Assets
Ask about a company policy so that the agent can use your role and location to find the relevant policy, confirm your eligibility, and provide the policy link.
  • How much can I expense for my home Wi-Fi?
  • Am I eligible for the education reimbursement program?
  • What is the spending limit for a client dinner?
  • How many days of sick leave do I get?
 The agent uses the role and location of the employee to find relevant policies. It confirms eligibility and provides the policy link (for example, You're eligible for a monthly Wi-Fi reimbursement of up to ₹1,500). Answer Policy Question
## Order Equipment and Services Here’s how an employee finds service items, provides required details, and submits hardware or software requests by using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Find the correct catalog item using a description.
  • I need a new Wi-Fi router for my home office.
  • How do I request a replacement laptop?
  • I'd like to order a network adapter.
  • Can I get a newer MacBook?
 The agent searches the service catalog using your description. It finds the matching item (for example, Standard wireless router) and asks if you want to create a request. Identify Service Catalog Item
Select each configuration option when prompted. The agent filters subsequent choices based on your selection.
  • Help me configure a hardware request.
  • I need to renew my software license.
  • I would like to order a new desktop computer.
  • Can I get a newer MacBook?

The agent consults a pre-defined configuration table and guides you through a series of dependent choices. Each selection filters the available options for the next step (for example, after you select Mac, the agent presents only Mac-compatible models such as M2 Air or M2 Pro). The agent only presents valid, pre-approved configurations.

Note
Note This approach is designed for catalog items with a manageable, predictable set of configuration options. It isn't intended for highly complex level product configurations.
 Execute Service Catalog Item Flow
# AI Actions for Facilities Management Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through submitting building maintenance requests, requesting environmental adjustments, and coordinating furniture moves and office supplies, ensuring prompt resolution of workplace environment concerns. ## Answer Questions with Knowledge Here's how an employee asks a question about facility policies and workplace services by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about facility management policies, maintenance procedures, or workplace services so that the agent can search the knowledge base and provide a relevant answer.
  • How do I report a broken air conditioning unit in my office?
  • What is the process for requesting additional office furniture?
  • How do I book a maintenance service for a broken door lock?
  • What are the guidelines for requesting a workspace relocation?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to report a broken air conditioning unit, submit a maintenance request through the facilities portal with the location, issue description, and urgency level). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible facilities service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the facility service or workspace need you have so that the agent can retrieve the eligible service catalog items that match your request.
  • What facility service catalog items am I eligible for?
  • Show me the available services I can request for office maintenance.
  • What workspace or building services can I request from the catalog?
  • List the facilities services available for my office.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Building Maintenance Request, Workspace Relocation, Office Furniture Request, and Environmental Adjustment). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a facilities service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a facilities service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to request a desk and chair for my new workspace.
  • How do I submit a maintenance request for a broken light fixture?
  • I'd like to request an environmental adjustment for my office temperature.
  • Can I request a workspace relocation for my team?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Building Maintenance Request, the agent prompts you to specify the location, issue type, urgency level, and preferred resolution time). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves facilities service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the facility service or workplace request name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the building maintenance request process?
  • Show me the launch details for the workspace relocation service.
  • Where can I find the intake form for the office furniture request?
  • Get me the product launch card for the environmental adjustment service.
 The agent retrieves the process launch details for the requested facility service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Building Maintenance Request process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved facility issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your facility or workplace issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • The air conditioning in my office is still not working. Please raise a ticket.
  • None of the articles helped with my maintenance request. Can you create an incident for me?
  • I need to log an incident for a water leak in the office.
  • The suggested articles didn't resolve my workspace relocation issue. Please create an incident.

The agent creates an incident for the reported facility issue and provides a confirmation with the ticket number (for example, INC-0023, air conditioning unit failure on floor 3, Building A, status: assigned to Facilities Maintenance team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Hardware Request Management Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through selecting approved devices, verifying specifications and policy requirements, and routing hardware defects for technical resolution. ## Get Current Assigned Asset Details Here's how an employee reports a hardware issue and the agent automatically identifies the assigned asset by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the issue with your hardware asset so that the agent can look up your assigned assets in the IT Asset Management (ITAM) system and associate the correct asset with the incident.
  • My laptop is not working.
  • I'm having an issue with my monitor.
  • My MacBook is not turning on.
  • There's a problem with my phone.

The agent performs a real-time search in the ITAM system or CMDB for assets of the reported type assigned to the employee. The response varies based on the result.

  • Single asset: The agent confirms the assigned asset with the employee (for example, I see you're assigned a Dell XPS 15 (Asset Tag: ASSET123). Is this the device you're having an issue with?). Upon confirmation, the asset is automatically associated with the incident.
  • Multiple assets: The agent presents a list and asks the employee to specify the asset (for example, Which monitor are you referring to? 1. Dell 24" (Tag: ASSET456) or 2. HP 22" (Tag: ASSET789)?).
Note
Note If no asset of the reported type is found in the employee's name, the agent informs the employee and proceeds with creating the incident without a linked Configuration Item (CI).
 Retrieve Assigned Assets
## Answer Questions with Knowledge Here's how an employee asks a question about hardware policies and equipment procurement by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about hardware procurement policies, approved device specifications, or equipment troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • What is the policy for requesting a corporate laptop?
  • Which peripherals are approved for remote work setups?
  • How do I report a defective monitor?
  • What is the hardware upgrade eligibility policy?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, employees are eligible to request a hardware upgrade after three years of use; submit a request through the IT service portal with your current asset tag and preferred replacement model). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible hardware service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the hardware equipment or peripheral you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What hardware catalog items am I eligible for?
  • Show me the available devices I can request from IT.
  • What laptop or peripheral options can I order from the catalog?
  • List the hardware services available for my role.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Laptop Request, External Monitor, Docking Station, and Keyboard and Mouse Bundle). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a hardware service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a hardware service catalog item so that the agent can initialize the flow using the product ID and guide you through each configuration step until the request is complete.
  • I need to order a new laptop for my work.
  • How do I request an external monitor for my home office?
  • I'd like to order a docking station for my desk.
  • Can I request a keyboard and mouse for my workstation?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Laptop Request, the agent prompts you to specify the preferred model, operating system, required specifications, and delivery address). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves hardware service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the hardware product or equipment request name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the laptop request process?
  • Show me the launch details for the peripheral equipment request service.
  • Where can I find the intake form for the hardware upgrade request?
  • Get me the product launch card for the docking station request service.
 The agent retrieves the process launch details for the requested hardware service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Laptop Request process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved hardware issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your hardware issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • My laptop still won't turn on after following the steps. Please raise a ticket.
  • None of the articles helped with my monitor issue. Can you create an incident for me?
  • I need to log an incident for my defective keyboard.
  • The suggested articles didn't fix my docking station issue. Please create an incident.

The agent creates an incident for the reported hardware issue and provides a confirmation with the ticket number (for example, INC-0007, laptop not powering on, Dell XPS 15, Asset Tag: ASSET123, status: assigned to Hardware Support team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Incident Management Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
## Update an Issue When a VPN connection failure is reported, an incident fulfiller takes ownership and starts investigating the issue. Here’s how an incident fulfiller finds and updates an incident record using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Verify the key fields and priority of the incident.
  • Can you check the priority of this incident and suggest changes?
  • Does this incident have the correct priority?
  • Is the priority assigned to this incident appropriate?
  • Should the priority of this incident be updated?
 The agent displays the key attributes of the incident (for example, category: Network (VPN), priority: high, status: new, SLA: 2 hours remaining). Check Incident Attributes
Instruct the agent to update one or more fields with new values.
  • Update the priority of the incident
  • Update the status of the incident
  • Change the incident status
 The agent updates the record status to In Progress and confirms the change. Update Record Fields
## Investigate and Resolve an Issue To manage incidents related to VPN connection failures, incident fulfillers use Agentforce to capture key findings, such as summaries, root causes, resolutions, and post-incident reviews. Here’s how an incident fulfiller investigates and resolves issues using Agentforce.
Instructions Example Utterance Agent response Standard Action Engaged
Generate an overview of an incident by using incident record and attached files where an employee’s laptop has a corporate VPN connection issue.
  • Summarize this incident for me.
  • Give me a summary of the incident.
  • Briefly explain the incident.
  • Give me a summary of the incident and its impact.
 The agent generates an incident summary by analyzing incident record and attached files (for example, reported by: Sarah, issue: high-priority VPN connection failure (Error 720), attached screenshot confirms an authentication method mismatch, impact: high, status: new, awaiting investigation). Summarize Incident
Find and link to other incidents or records related to this issue to understand its scope.
  • Find related records to this incident.
  • Are there other similar incidents to this incident?
  • Locate related records associated with this incident.
  • Show me problems related to this incident.
 The agent finds 22 related incidents with error 720 from the last 48 hours and suggests linking them to track a wider issue. Associate Related Records For Incident
After investigating an incident, draft a root cause summary by using incident record and attached files.
  • Create RCA for this issue.
  • Create a root cause analysis for this issue.
  • Generate the root cause analysis.
  • Perform RCA for this issue.
 The agent analyzes the linked incident and its attached files to draft a root cause summary. The root cause summary identifies an incompatibility issue between the latest OS security patch and the corporate VPN client. The attached client log confirms the repeated handshake failures immediately after the patch installation timestamp. Create Incident Root Cause Summary
Generate a potential resolution for the VPN issue based on historical data, incident record and attached files.
  • How could I solve this incident
  • Can you suggest ways to solve this issue
  • Can you suggest ways to solve this incident
 The agent reads the attached files, which help in understanding the incident and proposing the resolution, identifies the specific error shown (for example, VPN Error 720), and finds a relevant knowledge article (KA-0001) from a past incident. It then proposes a fix, which is to uninstall the incompatible VPN client and install the updated version from the Software Center. Propose Resolution Summary For Incident
Evaluate if VPN connections that keep failing after company OS updates are worth creating a problem record to fix the problem and prevent future problems.
  • Does problem need to be created?
  • Should a problem record be created for this incident?
  • Is it necessary to create a problem for this incident?
  • Is creating a problem record required for this incident?
 The agent analyzes recent incidents and recommends creating a problem record based on the findings (for example, 22 related VPN incidents in the last 48 hours, all linked to a recent OS update). It then suggest to create a problem record and associate it with the relevant incidents. Evaluate Problem Creation Requirement

After resolving an incident, draft a summary of the steps taken to fix the VPN connectivity issue by using incident record and attached files.

Note
Note Incident fulfillers copy the resolution summary generated by Agentforce and paste it into the resolution summary field before marking the incident as resolved or closed. This step updates the incident record with a clear summary of the resolution.
  • Draft a resolution summary for this incident detailing the steps taken.
  • Summarize the resolution process based on all actions performed.
  • Create a concise resolution summary for this incident.
  • Generate a final resolution summary using the steps taken.
 The agent generates a resolution summary by analyzing the recorded steps and attached files. The summary states that updating the VPN client resolved the issue. The attached screenshot confirms the client version change and the attached log showing a successful handshake after the update. Create Incident Resolution Summary
At any point in the incident life cycle fulfillers or managers can summarizes multiple incident records based on a certain time and status criteria. This gives a consolidated view for trend analysis and finding common problems.
  • Summarize incidents from the past 10 days
  • Summarize open or closed incidents from the last 25 days.
  • Tell me about incidents from last 3 weeks.
 The agent summarizes incident trends for the specified period (for example, time frame: September 1–11, 2025, total incidents: 84 (65 closed, 10 in progress, 9 new), top trend: 15 incidents related to VPN connection failures). Summarize Multiple Incidents
Generate a post-incident review (PIR) for stakeholders after an incident is resolved by using incident record and attached files. Include timeline, root cause analysis, and preventive measures.
  • Generate a Post Incident Report.
  • Draft a PIR for the incident.
  • Create a closure report for this incident.
  • Prepare a PIR for the incident.
  • Prepare a closure report.
 The agent generates a structured post-incident review (PIR) for VPN Error 720 using data from the incident feed, resolution notes, swarm data, SLAs, and attached files. The report documents the timeline from the initial report, the user impact, the OS patch conflict root cause (confirmed by the attached client log showing handshake failures), and preventive testing measures. After populating the PIR field, the agent prompts you to review or edit the draft. Generate a Post-incident Review
## Collaborate and Communicate on an Issue Agentforce helps incident fulfillers or managers handle major incidents by enabling swarms in Slack, summarizing record channels, and drafting professional updates via email, keeping stakeholders informed throughout the incident lifecycle. Here’s how incident fulfillers or managers can use Agentforce to swarm and communicate about the ongoing VPN connectivity issue.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Create a summary of the troubleshooting discussion happening in the Slack record channel. This is directly from the Incident record related to the VPN outage.
  • Summarize the record channel.
  • Can you summarize the discussion on the Slack record channel?
  • Provide a summary of the record channel conversation.
  • Summarize the key points from the record channel.
  • Give me a summary of the record channel discussion.
 The agent summarizes the linked record channel on Slack to identify the problem, key contributors, troubleshooting steps, action items, and decisions. Summarize a Slack Channel
Post the final swarming summary to the problem record to document the investigation and resolution plan.
  • Post the summary to the feed.
  • Share the swarming summary on the record feed.
  • Post the final summary to the update feed.
  • Share the swarming discussion summary on the feed.
 The agent posts the generated swarming summary and incident resolution as a new Feed Item on the current record for visibility and historical tracking. Post To Feed
Draft an initial notice acknowledging the VPN outage. After a fix is identified, provide technical details, including attached files to generate ‌ clear resolution communication for employees.
  • Draft an email to all employees about the current VPN outage.
  • Create an email update for all employees about the VPN outage.
  • Compose a notification email to employees about the VPN issue.
  • Draft a message to all employees about the current VPN outage.
 The agent drafts VPN outage communications. The agent sends a broadcast email to acknowledge the issue, followed by a final resolution message detailing the root cause, required client updates, a link to a knowledge article, and evidence from attachments where relevant.

Draft or Revise Email
# AI Actions for IT Security Management Employees can report security incidents, request firewall changes, manage certificates, and initiate security reviews using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure rapid threat response and streamlined security operations to protect corporate assets. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through reporting phishing attempts and stolen devices, submitting firewall and network configuration requests, and coordinating vendor security assessments for rapid threat response. ## Answer Questions with Knowledge Here's how an employee asks a question about IT security policies and threat response procedures by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about IT security policies, incident response procedures, or firewall and certificate management so that the agent can search the knowledge base and provide a relevant answer.
  • What is the process for reporting a phishing email?
  • How do I request a firewall rule change for my application?
  • What are the steps to report a stolen corporate device?
  • How do I initiate a vendor security review?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to report a phishing email, forward the suspicious message to security@company.com and do not click any links or download attachments). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible IT security service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the security service or operation you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What IT security catalog items am I eligible for?
  • Show me the available services I can request for security operations.
  • What firewall or certificate services can I request from the catalog?
  • List the security services available for my team.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Firewall Rule Change, SSL Certificate Request, Security Incident Report, and Vendor Security Review). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs an IT security service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request an IT security service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to submit a firewall rule change for my application.
  • How do I request an SSL certificate for our new service?
  • I'd like to initiate a vendor security review for a third-party tool.
  • Can I report a security incident through the service catalog?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Firewall Rule Change, the agent prompts you to specify the source IP, destination IP, port, protocol, and business justification). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves IT security service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the IT security service or operation name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the firewall change request process?
  • Show me the launch details for the SSL certificate request service.
  • Where can I find the intake form for the security incident report?
  • Get me the product launch card for the vendor security review service.
 The agent retrieves the process launch details for the requested IT security service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Firewall Rule Change process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved IT security issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your IT security issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • I think my account has been compromised. Please raise a ticket.
  • None of the articles helped with my firewall issue. Can you create an incident for me?
  • I need to log an incident for a suspected malware infection on my device.
  • The suggested articles didn't resolve my certificate expiry issue. Please create an incident.

The agent creates an incident for the reported IT security issue and provides a confirmation with the ticket number (for example, INC-0055, potential account compromise detected for user@company.com, status: assigned to Security Operations team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Network Management Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through resolving Wi-Fi and internet outages, configuring VPN connections, and resetting passwords and authentication credentials to restore system access. ## Answer Questions with Knowledge Here's how an employee asks a question about network connectivity and remote access troubleshooting by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about network connectivity policies, VPN configuration, or remote access troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • How do I reset my VPN connection when it keeps dropping?
  • What should I do if my Wi-Fi is not connecting to the corporate network?
  • How do I reset my network password?
  • What are the steps to fix an authentication error when logging in remotely?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to reset your VPN connection, disconnect from the current session, restart the VPN client, clear the cached credentials, and reconnect using your corporate credentials). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible network service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the network service or connectivity issue you need support for so that the agent can retrieve the eligible service catalog items that match your request.
  • What network service catalog items am I eligible for?
  • Show me the available services I can request for connectivity issues.
  • What VPN or Wi-Fi services can I request from the catalog?
  • List the network support services available for remote workers.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: VPN Access Request, Wi-Fi Troubleshooting, Password Reset, and Remote Access Configuration). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a network service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a network service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to request VPN access for remote work.
  • How do I submit a Wi-Fi connectivity support request?
  • I'd like to reset my network password through the service catalog.
  • Can I request remote access configuration for my home office?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select VPN Access Request, the agent prompts you to specify your device type, operating system, work location, and manager approval). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves network service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the network service or connectivity request name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the VPN access request process?
  • Show me the launch details for the Wi-Fi troubleshooting service.
  • Where can I find the intake form for the remote access configuration?
  • Get me the product launch card for the password reset service.
 The agent retrieves the process launch details for the requested network service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the VPN Access Request process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved network or connectivity issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your network or connectivity issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • My VPN still won't connect after following the steps. Please raise a ticket.
  • None of the articles helped with my Wi-Fi issue. Can you create an incident for me?
  • I need to log an incident for a complete internet outage at my location.
  • The suggested articles didn't fix my authentication error. Please create an incident.

The agent creates an incident for the reported network issue and provides a confirmation with the ticket number (for example, INC-0038, VPN connection failure for user@company.com on Windows 11, status: assigned to Network Support team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Actions for Policy Query Management Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through querying the knowledge base, navigating policy requirements, and understanding entitlements and allowances to get accurate answers quickly. ## Answer Policy Questions Here's how an employee gets answers to company policy questions by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about a company policy so that the agent can search the relevant policy clauses and provide a personalized summary based on your context.
  • What is the company policy on remote work?
  • How many days of annual leave am I entitled to?
  • What is the expense reimbursement policy for travel?
  • What are the guidelines for requesting parental leave?

The agent searches the relevant policy documents, summarizes the applicable policy clauses, and presents a personalized response based on the employee's context (for example, based on your role and location, you are entitled to 20 days of annual leave per year. Refer to the Leave Policy section 3.2 for full details).

Note
Note Policy information is based on the available policy documents and is personalized using the employee's context. For complex or sensitive policy queries, contact your HR team for further guidance.
 Answer Policy Questions
# AI Actions for Problem Management Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
## Find and Update Problem Records Problem fulfillers or managers can use the agent actions to quickly access and update record details, which streamlines their investigation and prepares them for the next step. Here’s how a problem fulfiller quickly find and update the problem record for an ongoing investigation into slow system performance.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Update the Problem record's status and assign it to the responsible team.
  • Change the status of this problem
  • Update the problem status
  • Change the current status of this problem
 The agent updates the problem record with the specified changes and confirms that the status is now in progress and the owner is the infrastructure team. Update Record Fields
## Investigate and Resolve a Problem Problem fulfillers can use Agentforce actions to summarize problems, identify their scope, document root causes, propose permanent fixes, and record resolutions. Here’s how a problem fulfiller can investigate a slow system performance problem from end-to-end using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate an overview of the slow system performance problem.
  • Summarize this Problem for me.
  • Give me a summary of the problem.
  • Briefly explain the problem.
 The agent summarizes the problem record (for example, investigation: slow system performance, status: root cause analysis, impact: multiple users reporting application slowness and timeouts). Summarize Problem
Verify attributes of the problem.
  • Should I modify the urgency and impact?
  • Is the category selection appropriate?
  • Should I adjust the subcategory for this problem?
  • Are the urgency and impact correctly set?
  • Can you check attributes of this problem?
 The agent displays the key attributes of the problem (for example, category: hardware subcategory: laptop impact: high, urgency: high). Check Problem Attributes
Find new and unlinked incidents related to the slow performance issue.
  • Find related incidents to this problem.
  • Are there other similar problems to this problem?
  • Locate related records associated with this problem.
  • Show me problems similar to this one.
 The agent performs a semantic search and identifies 3 new incidents logged in the last four hours that contain the keywords slow and unresponsive. It then suggests linking these incidents to related records related to the problem. Associate Related Records for Problems

After generating summary and linking to related records, identify the root cause of the problem.

Note
Note The problem fulfiller must copy the resolution summary from Agentforce to the resolution summary field before marking the problem as resolved or closed. This step ensures that the problem record is updated with a clear summary of the resolution.
  • Create RCA for this issue.
  • Create a root cause analysis for this problem.
  • Generate the root cause analysis.
  • Perform RCA for this issue.
 The agent summarizes root cause of the problem. A misconfigured database query cache causes the primary application servers to use high levels of CPU and memory, which results in overloads during peak business hours. Create Problem Root Cause Summary
Propose a permanent fix for ‌overloaded servers based on best practices.
  • How could I solve this problem?
  • Can you suggest ways to solve this problem?
  • Can you suggest ways to solve this incident?
 The agent finds a solution in knowledge article KA-0003. Based on knowledge article KA-0003, the proposed fix is to change the database query cache and use a load balancer to distribute traffic across a new server. Propose Resolution Summary For Problem
After the fix is implemented, document the resolution summary.
  • Draft a resolution summary for this problem detailing the steps taken.
  • Summarize the resolution process based on all actions performed.
  • Create a concise resolution summary for this problem.
  • Generate a final resolution summary using the steps taken.
 The agent analyzes the change request notes and generates a draft summary. The problem was fixed by changing the database cache and installing a new load balancer. Create Problem Resolution Summary
## Collaborate and Communicate on a Problem Problem fulfillers can use Slack swarming to troubleshoot critical issues, and Agentforce summarizes the conversations, posting key findings directly to the problem record. Here's how a problem fulfiller documents the swarming session focused on resolving the overloaded server issue and records its impact.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate a summary of the live troubleshooting discussion from the dedicated swarm channel.
  • Summarize the swarm channel.
  • Can you summarize the discussion on the swarm channel?
  • Provide a summary of the swarm channel conversation.
  • Give me a summary of the swarm channel discussion.
 The agent summarizes the linked Slack conversation (for example, problem: 95% server CPU usage, cause: misconfigured query cache, contributors: Mark (DBA), Smith (infrastructure), actions: Mark to optimize cache, Smith to prep change request for load balancer, decision: optimize cache now, plan load balancer for long-term). Summarize a Slack Channel
Post the generated summary to the problem record feed to document the findings and the action plan.
  • Post the summary to the feed.
  • Share the summary on the record feed.
  • Post the swarming summary to the feed.
  • Update the feed with the summary.
 The agent posts the generated swarming summary and problem resolution as a new Feed Item on the current record for visibility and historical tracking. Post To Feed
# AI Actions for Release Management Release managers use Agentforce to summarize releases and gain context throughout the lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
## Summarize a Release Release managers use Agentforce to summarize release data to assess deployment health and business impact without manual audits. Here’s how a release manager or product owner can summarize a release using Agentforce.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Generate an overview of a release record that summarizes the timeline, related incidents, and business outcomes.
  • Summarize this release for me.
  • Give me a summary of the release.
  • Briefly explain the release.
  • Give me the business impact of this release.
 The agent summarizes the release record (for example, release name: global VPN & OS update, status: completed with issues, highlights: addressed 22 VPN error 720 incidents, timeline: finished 4 hours past planned duration, risk level: high). Summarize Release
# AI Actions for Software Management Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
Agentforce guides employees through troubleshooting software errors, evaluating new applications, and managing software updates, uninstallation, and operating system reinstallation to ensure optimal tool performance. ## Get Available Softwares For Employee Here's how an employee searches for available software applications by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the software you are looking for so that the agent can search and retrieve the list of available software applications that match your query.
  • Do we have any softwares for Adobe?
  • What softwares are available for video editing?
  • Is there any software available for project management?
  • What design tools are available for me?
 The agent searches and retrieves the list of available software applications that match the provided search query and presents the results to the employee (for example, the following Adobe software applications are available: Adobe Acrobat, Adobe Creative Cloud, and Adobe Sign). Select an application to proceed with a request. Get Available Softwares For Employee
## Get Assigned Software For Employee Here's how an employee retrieves their assigned software applications from Okta by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask the agent to show your assigned software applications so that it can look up your Okta profile using your email address and retrieve the assigned application links.
  • What software applications are assigned to me?
  • Show me the apps I have access to.
  • Which software licenses do I currently have?
  • List the applications assigned to my account.

The agent looks up the employee's Okta profile using their email address and retrieves the list of software applications currently assigned to them (for example, the following software applications are assigned to your account: Salesforce, Slack, Zoom, and Microsoft Office 365). Select an application to access it directly.

Note
Note The agent retrieves software applications from Okta using the logged-in user's email address. If your assigned applications appear incorrect, contact your IT team to update your Okta profile.
 Get Assigned Softwares For Employee
## Answer Questions with Knowledge Here's how an employee asks a question about software policies, installation procedures, and license management by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Ask a question about software installation policies, license management, or application troubleshooting so that the agent can search the knowledge base and provide a relevant answer.
  • What is the process for requesting a new software installation?
  • How do I renew my software license before it expires?
  • What should I do if my application keeps crashing?
  • How do I get approval for a non-standard software tool?
 The agent searches the knowledge base and returns a relevant answer based on your question (for example, to request a software installation, submit a request through the IT service portal with the application name, version, and business justification for IT approval). If no match is found, the agent offers to raise a ticket or escalate to the support team. Answer Questions with Knowledge
## Get Eligible Service Catalog Items Here's how an employee retrieves eligible software service catalog items by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe the software application or service you need so that the agent can retrieve the eligible service catalog items that match your request.
  • What software catalog items am I eligible for?
  • Show me the available software services I can request from IT.
  • What software installation or license options can I request from the catalog?
  • List the software services available for my role.
 The agent retrieves a list of eligible service catalog items based on your description and presents the matching results (for example, based on your request, the following service catalog items are available: Software Installation Request, License Renewal, Application Troubleshooting, and Operating System Reinstallation). Select an item to proceed with your request. Get Eligible Service Catalog Items
## Execute Service Catalog Item Flow Here's how an employee runs a software service catalog item flow by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Request a software service catalog item so that the agent can initialize the flow using the product ID and guide you through each step until the request is complete.
  • I need to install Adobe Acrobat on my laptop.
  • How do I submit a software license renewal request?
  • I'd like to request a new software tool for my team.
  • Can I request an operating system reinstallation through the catalog?

The agent initializes the service catalog item flow using the product ID and guides you through a series of steps, collecting the required inputs at each stage (for example, after you select Software Installation Request, the agent prompts you to specify the application name, version, device asset tag, and business justification). The agent continues looping through subsequent steps until the flow is complete or an error is returned.

Note
Note This action is designed for catalog items with a manageable, predictable set of configuration options. It is not intended for highly complex product configurations.
 Execute Service Catalog Item Flow
## Get Product Launch Card Here's how an employee retrieves software service process launch details by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Provide the software service or application request name so that the agent can retrieve the corresponding process launch details, including the cover image and the intake form link.
  • How do I get started with the software installation request process?
  • Show me the launch details for the license renewal service.
  • Where can I find the intake form for the application troubleshooting service?
  • Get me the product launch card for the operating system reinstallation service.
 The agent retrieves the process launch details for the requested software service and presents a card with the cover image and a link to the specific intake form (for example, here is the launch card for the Software Installation Request process. Click the link to open the intake form and submit your request). Get Product Launch Card
## Create Incident For Employee Here's how an employee creates an incident for an unresolved software issue by using Agentforce. You can also see the action that's triggered in response to the employee's input.
Instructions Example Utterance or User Input Agent response Standard Action Engaged
Describe your software issue so that the agent can create an incident on your behalf if the issue cannot be resolved with knowledge articles or if no relevant articles exist.
  • My application keeps crashing and the steps didn't help. Please raise a ticket.
  • None of the articles helped with my software installation issue. Can you create an incident for me?
  • I need to log an incident for a software license that won't activate.
  • The suggested articles didn't resolve my application error. Please create an incident.

The agent creates an incident for the reported software issue and provides a confirmation with the ticket number (for example, INC-0042, Adobe Creative Cloud crashing on launch, macOS Sonoma 14.3, status: assigned to Software Support team).

Note
Note The agent creates an incident only when the issue cannot be resolved with existing knowledge articles or when no relevant articles are available. If matching knowledge articles are found, the agent presents them first before creating an incident.
 Create Incident For Employee
# AI Agent for API Key Management API Key Assistance is a conversational specialized AI agent that helps employees securely manage API keys and authentication tokens. Use this agent to generate credentials for internal and external services, and run scheduled or as-needed key rotations. This agent ensures secure provisioning and minimizes credential exposure. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Token Rotation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_tkn_rotn.htm&type=5&language=en_US) - [Request Terraform Access Token](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_tkn_rotn.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Rotating an API key for a service integration Scenario: Maria must rotate an expired API key for a third-party integration with her development environment. - Maria: I must rotate the API key for our payment gateway integration. The current key expires tomorrow. - AI Agent: I can help you rotate that API key. To confirm before I proceed, which environment is this for—production, staging, or development? - Maria: It's for the staging environment. - AI Agent: Your new API key for the payment gateway integration in staging is generated and the old key is revoked. The new key has been sent to your registered email. Make sure to update your application configuration within 24 hours. # AI Agent for Application Password Reset Assistance Application Password Reset Assistance is a conversational specialized AI agent that securely helps employees reset passwords for business applications. Use this agent to create password reset requests, verify employee identity, and reset credentials for supported applications. This agent reduces IT helpdesk ticket volume and minimizes downtime caused by application login issues. This agent handles application passwords only, it doesn't support system, network, or operating system password resets. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Salesforce Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sf_pwd_rst.htm&language=en_US&type=5) - [Request Okta Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_okta_pwd_rst.htm&type=5&language=en_US) - [Request Application Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_app_pwd_rst.htm&type=5&language=en_US) - [Request Password Reset for OneLogin](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_onelogin_pwd_rst.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Resetting a forgotten application password Scenario: Employee Marcus is locked out of the Salesforce CRM application and needs access urgently before a client call. - Marcus: I can't log in to Salesforce. I think my password expired. Can you help me reset it? - AI Agent: I can help you reset your Salesforce application password. Just to confirm, this will reset your Salesforce CRM credentials only for network or system login issues, please contact your IT helpdesk directly. Can you verify your employee ID and the email address associated with your account so I can authenticate your request? - Marcus: Sure, employee ID is M10482 and my email is marcus.lee@company.com. - AI Agent: Thank you, Marcus. I've verified your identity and submitted a password reset for your Salesforce account. A temporary password has been sent to marcus.lee@company.com. You'll be prompted to create a new password on your next login. Is there any other application you need help with today? # AI Agent for Application Support Resolution Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report Application Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_app_issues.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Reporting a service disruption in Slack Scenario: David is experiencing connectivity issues with Slack and can't send messages to his team channels. - David: I can't send messages in Slack. It keeps saying "Failed to send" every time I try. - AI Agent: I can help troubleshoot your Slack connectivity issue. To confirm before I proceed, are you able to receive messages from others, or is the issue only with sending? - David: I can see messages from others, but I can't send anything or upload files. - AI Agent: I've created incident INC-008934 to investigate your Slack sending issue. The application support team reviews your connectivity logs and reaches out within 2 hours. You can track the incident status in your ticket dashboard. # AI Agent for Audiovisual Support Resolution Audiovisual Support Assistance is a conversational specialized AI agent that helps employees manage audio-visual hardware and display systems in conference rooms. Use this agent to configure projectors, calibrate displays, troubleshoot connectivity issues to keep meetings running smoothly. This agent supports technical audio-visual operations for presentations and collaborative sessions. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Audio Equipment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_audio_equipmnt.htm&type=5&language=en_US) - [Request Projector or Display Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prjctr_spprt.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Troubleshooting projector connectivity in a conference room Scenario: Carlos is setting up for a client presentation, but the projector in Conference Room 3B doesn't connect to his laptop. - Carlos: The projector in Room 3B isn't detecting my laptop. I've got a presentation starting in 10 minutes. - AI Agent: I can help troubleshoot the projector connection. To confirm before I proceed, have you tried using the HDMI cable on the table, or are you using wireless screen sharing? - Carlos: I tried both HDMI and wireless, but neither is working. - AI Agent: I've dispatched an AV technician to Conference Room 3B. They'll arrive within 5 minutes to resolve the connectivity issue. In the meantime, Conference Room 3C is available as a backup and reserved for your presentation. # AI Agent for Badge Access Management Badge Access Assistance is a conversational specialized AI agent that helps employees manage physical access for corporate facilities. Use this agent to issue new employee ID badges, replace lost or damaged badges, create temporary visitor passes, and verify identity for badge requests. This agent ensures secure facility access management. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request New ID Badge](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_id_badge.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting a replacement badge Scenario: Emily lost her employee badge and needs a replacement to access the building. - Emily: I lost my employee badge yesterday. I need a replacement so I can get into the office tomorrow. - AI Agent: I can help you request a replacement badge. To confirm before I proceed, do you need a temporary badge for today, or just the permanent replacement? - Emily: Just the permanent replacement is fine. I'm working from home today. - AI Agent: Your replacement badge request has been submitted. Your new badge will be ready for pickup at the security desk by 10:00 AM tomorrow. Bring a government-issued ID for verification when you collect it. # AI Agent for Calendar Management Calendar Assistance is a conversational specialized AI agent that helps employees automate calendar management and coordinate meetings. Use this agent to schedule events, send meeting invitations, update attendee lists, and manage calendar coordination tasks. This agent streamlines meeting logistics and event scheduling. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Get Service Catalog Attributes](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getservicecatalogattributes.htm&type=5&language=en_US) - [Schedule Outlook Meeting](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_scheduleoutlookmeeting.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Scheduling a team meeting Scenario: Jennifer needs to schedule a quarterly planning meeting with her team of 8 people. - Jennifer: I need to schedule a 2-hour quarterly planning meeting with my product team next week. Can you find a time when everyone is available? - AI Agent: I can help schedule that meeting. To confirm before I proceed, would you prefer morning or afternoon, and are there any specific days to avoid? - Jennifer: Preferably Tuesday or Wednesday afternoon, and avoid Friday. - AI Agent: I've scheduled your quarterly planning meeting for Tuesday at 2:00 PM in Conference Room 5A. All 8 team members have been invited, and the calendar invitations have been sent. The room is equipped with video conferencing for remote attendees. # AI Agent for Certificate Lifecycle Management Certificate Management Assistance is a conversational specialized AI agent that helps employees manage digital certificates and SSL credentials. Use this agent to identify expiring certificates, install updated certificates, and troubleshoot encryption-related errors. This agent ensures uninterrupted service and maintains secure communications. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Renew SSL Certificate](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_renew_ssl.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Renewing an expiring SSL certificate Scenario: Robert receives an alert that the SSL certificate for his team's web application will expire in 7 days. - Robert: I got an alert that our SSL certificate for app.example.com expires next week. Can you help me renew it? - AI Agent: I can help you renew that certificate. To confirm before I proceed, is this for the production environment, and do you need the same certificate authority as before? - Robert: Yes, it's production, and we should use the same CA—DigiCert. - AI Agent: Your SSL certificate renewal request for app.example.com has been initiated with DigiCert. The new certificate will be issued within 24 hours and automatically deployed to your production environment. You'll receive a confirmation email once the installation is complete. # AI Agent for Cloud Resource Management Cloud Resources Assistance is a conversational specialized AI agent that helps employees provision and operate cloud resources, such as virtual machines and remote desktops. Use this agent to provision virtual machines and storage, and set up development stacks, restart services, update firewall configurations, access databases securely, and report issues with virtual machines. This agent streamlines cloud operations, supports secure access, and helps maintain reliable cloud environments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Provision a Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_prvsn_vm.htm&type=5&language=en_US) - [Modify a Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_mdfy_vm.htm&type=5&language=en_US) - [Reinstall Operating System](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_reinsall_os.htm&type=5&language=en_US) - [Request a Firewall Rule Change](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_firewall.htm&type=5&language=en_US) - [Request Cloud Storage Bucket Creation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_cloud_bckt_crtn.htm&type=5&language=en_US) - [Request Virtual Machine Restart or Reboot](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_vm_rstrt_rebt.htm&type=5&language=en_US) - [Request Credential Rotation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_rotn.htm&type=5&language=en_US) - Request Token Rotation - [Request Database Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_db_accss.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Provisioning a virtual machine for development Scenario: Alex needs a new virtual machine to set up a test environment for an upcoming project. - Alex: I need a new VM on AWS for testing our microservices architecture. Can you set one up with Ubuntu and 16GB RAM? - AI Agent: I can provision that VM for you. To confirm before I proceed, which AWS region do you prefer, and do you need any specific development tools pre-installed? - Alex: US-East-2 region, and please install Docker and Kubernetes. - AI Agent: Your VM has been provisioned in AWS US-East-2 with Ubuntu, 16GB RAM, Docker, and Kubernetes pre-installed. The instance details and SSH credentials have been sent to your email. You can access it immediately using the provided connection string. # AI Agent for Data Backup Management Data Backup Assistance is a conversational specialized AI agent that helps employees manage data protection and recovery operations. Use this agent to initiate backups as needed, configure virtual machine backup schedules, run synchronization tasks, and resolve data integrity issues. This agent ensures data availability and supports business continuity. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Virtual Machine Backup Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_vm_bkup_prvsn.htm&type=5&language=en_US) - [Request Data Backup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_data_bckup.htm&type=5&language=en_US) - [Request Data Backup Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_data_bkup_sync.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Configuring automated backups for a virtual machine Scenario: Michael wants to set up daily automated backups for his team's database server VM. - Michael: I need to configure daily backups for our database server VM-DB-PROD-01. Can you set that up? - AI Agent: I can configure those automated backups. To confirm before I proceed, what time should the backup run, and how many days of retention do you need? - Michael: Run it at 2:00 AM daily, and keep 30 days of backups. - AI Agent: Automated daily backups have been configured for VM-DB-PROD-01 to run at 2:00 AM with 30-day retention. The first backup will run tonight, and you'll receive email notifications for each successful backup. You can view backup status in your VM management dashboard. # AI Agent for Device Return Processing Device Return Assistance is a conversational specialized AI agent that helps employees coordinate the return of corporate hardware assets. Use this agent to create device return requests for hardware upgrades, repairs, or offboarding, verify asset details, and ensure proper equipment recovery. This agent streamlines the hardware return process. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Device Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_retrn_dvc.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Returning a laptop for hardware upgrade Scenario: Tom is receiving a new laptop and needs to return his old one to IT. - Tom: I'm getting a new laptop next week. What do I need to do to return my current one? - AI Agent: I can help you create a device return request. To confirm before I proceed, is your current laptop asset tag LT-4782, and do you need a prepaid shipping label or will you drop it off at the IT desk? - Tom: Yes, that's my laptop, and I'll drop it off at the IT desk. - AI Agent: Your device return request has been created for laptop LT-4782. Please back up your personal files and bring the laptop with its charger to the IT desk on Floor 3 during business hours. Once received, your asset record will be updated and the device will be securely wiped. # AI Agent for Device Security Management Device Security Assistance is a conversational specialized AI agent that helps employees maintain security compliance on corporate-managed devices. Use this agent to enroll laptops and mobile devices into Mobile Device Management (MDM) platforms, report malware, or unauthorized access, and respond to security threats. This agent ensures that encryption and software standards are met for device protection. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Enroll Device for MDM](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_enroll_mdm.htm&type=5&language=en_US) - [Report Device Security Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_device_scrty.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Enrolling a new laptop into MDM Scenario: Amanda received a new company laptop and needs to enroll it in the mobile device management system. - Amanda: I just received my new laptop. How do I get it enrolled in the security management system? - AI Agent: I can help you enroll your laptop in MDM. To confirm before I proceed, is your laptop serial number SN-98234-LT, and are you connected to the corporate network? - Amanda: Yes, that's the serial number, and I'm on the office Wi-Fi. - AI Agent: Your laptop SN-98234-LT has been enrolled in the MDM platform. Security policies, including disk encryption and antivirus software, are being applied now. This process takes about 10 minutes. You'll receive a confirmation notification once enrollment is complete. # AI Agent for Device Troubleshooting Resolution Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Monitoring Agent Installation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mntrng_agnt_instln.htm&type=5&language=en_US) - [Request Device Encryption Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_dvc_encrptn.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Troubleshooting a laptop that doesn't power on Scenario: Kevin's laptop doesn't turn on after he closed it yesterday evening. - Kevin: My laptop doesn't turn on. I tried holding the power button but nothing happens. - AI Agent: I can help troubleshoot your laptop power issue. To confirm before I proceed, is the charging light on when you plug in the power adapter? - Kevin: No, there's no light at all when I plug it in. - AI Agent: Based on the symptoms, this appears to be a hardware power issue. I've created incident INC-007621 and arranged for a replacement laptop to be delivered to your desk by 2:00 PM today. Please leave your non-responsive laptop with the charger so the hardware team can inspect it for repair. # AI Agent for Distribution List Management Distribution List Assistance is a conversational specialized AI agent that helps employees manage corporate communication channels and collaboration platforms. Use this agent to provision Slack and Teams workspaces, set up Email distribution lists, manage shared mailboxes, and update group ownership. This agent streamlines communication infrastructure management. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request New Email Account (with Microsoft Entra ID)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_new_email.htm&type=5&language=en_US) - [Request Distribution List Membership Update](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_dist_list_mmbr_updt.htm&type=5&language=en_US) - [Request New Teams Workspace](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_new_teams_wrkspc.htm&type=5&language=en_US) - [Change Group or Team Owner Change](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_grp_team_ownr_chng.htm&type=5&language=en_US) - [Create New Collaboration Space](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_slack.htm&type=5&language=en_US) - [Request a New Distribution List or Group](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_dstrbtn_list.htm&type=5&language=en_US) - [Request Shared Mailbox](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_shared_mailbox.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Creating a distribution list for a new project team Scenario: Rachel is leading a new project and needs to create a distribution list for her 15 people team. - Rachel: I need to create a distribution list for my new project called "Phoenix Initiative". Can you set that up? - AI Agent: I can create that distribution list for you. To confirm before I proceed, do you want the email address to be phoenix-initiative@company.com, and would you like to provide the list of team members now? - Rachel: Yes, that email address works. I'll send you the list of 15 team members. - AI Agent: The distribution list phoenix-initiative@company.com has been created with your 15 team members. You've been set as the list owner, so you can add or remove members anytime. The list is active and ready to use immediately. # AI Agent for Endpoint Management Endpoint Assistance is a conversational specialized AI agent that helps employees monitor and optimize workstation health and hardware visibility. Use this agent to diagnose system performance issues, deploy monitoring software for device telemetry, retrieve information on assigned IT assets, and address performance bottlenecks. This agent maintains accurate hardware records and improves workstation reliability. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Monitoring Agent Installation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mntrng_agnt_instln.htm&type=5&language=en_US) - [Report System Performance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_perfrmnc_issue.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Diagnosing slow computer performance Scenario: Sarah's laptop has been running very slowly for the past few days, affecting her productivity. - Sarah: My laptop has been really slow lately. Applications take forever to open and everything feels sluggish. - AI Agent: I can help diagnose your performance issue. To confirm before I proceed, when did you first notice the slowdown, and are there any specific applications that are particularly slow? - Sarah: It started about 3 days ago, and Outlook and Chrome are the worst offenders. - AI Agent: I've deployed a diagnostic monitoring agent to your laptop to analyze resource usage. Initial results show your disk is 95% full, which is causing the slowdown. I recommend removing old files or archiving them to network storage. Would you like me to create a service request to increase your local storage capacity? # AI Agent for Facilities Management Facilities Assistance is a conversational specialized AI agent that helps employees manage building and workplace environment requests. Use this agent to address climate control issues, request cleaning services, report physical maintenance needs, and handle office environment concerns. This agent focuses on non-IT facility operations. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Office Supplies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fctls_offc_sppls.htm&type=5&language=en_US) - [Request Cleaning Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_cleaning_spprt.htm&type=5&language=en_US) - [Report Building Maintenance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_building_mntnc.htm&type=5&language=en_US) - [Request Office Move IT Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_office_move.htm&type=5&language=en_US) - [Request Minor Furniture Move](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_furntre_move.htm&type=5&language=en_US) - [Adjust AC Temperature](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_ac_temp.htm&type=5&language=en_US) - [Reserve Conference Room](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_cnfrnce_room.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Reporting a temperature issue in the office Scenario: James and his team are uncomfortable because their office area is too cold. - James: The air conditioning in our section on Floor 4 is way too cold. Can you adjust the temperature? - AI Agent: I can help with that temperature adjustment. To confirm before I proceed, which section of Floor 4 are you in—North, South, East, or West wing? - James: We're in the East wing, near the elevator bank. - AI Agent: I've created facilities request REQ-002847 to adjust the temperature in the Floor 4 East wing. A facilities technician will check the HVAC zone controls within 30 minutes and adjust the temperature to a more comfortable level. You should notice improvement within an hour. # AI Agent for Google Workspace Support Google Workspace Assistance is a conversational specialized AI agent that helps employees manage Google Workspace services and collaborative resources. Use this agent to provision shared drives, manage group memberships, transfer data ownership, and update user access levels. This agent maintains organizational governance and ensures project continuity. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Google Workspace Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ggl_wrksp_acct.htm&type=5&language=en_US) - [Request Add or Remove Group Members](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_add_rmv_grp_mmbrs.htm&type=5&language=en_US) - [Request Ownership Transfer](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ownrshp_trnsfr.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Creating a Shared Drive for a department Scenario: Michelle needs to create a Shared Drive for the Marketing department to centralize campaign materials. - Michelle: I need to create a Shared Drive for the Marketing team to store all our campaign assets. Can you set that up? - AI Agent: I can create that Shared Drive for you. To confirm before I proceed, what should the drive be named, and how many team members need access initially? - Michelle: Name it "Marketing Campaigns 2026" and add all 12 members of the marketing-team@company.com group. - AI Agent: The Shared Drive "Marketing Campaigns 2026" has been created with all 12 members from the marketing-team group added as content managers. You've been set as the drive owner. The drive is ready to use and accessible from Google Drive. # AI Agent for Guest Check-in Management Guest Check-in Assistance is a conversational specialized AI agent that helps employees manage visitor registrations and guest access. Use this agent to register upcoming visitors, request access approvals, provide visitor Wi-Fi credentials, and answer guest policy questions. This agent facilitates secure and efficient guest management. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Guest Wi-Fi Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_gust_wifi.htm&type=5&language=en_US) - [Request Guest Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_guest_accss.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Registering a visitor for a client meeting Scenario: Daniel has a client visiting tomorrow and needs to register them for building access and Wi-Fi. - Daniel: I have a client, Jane Smith from Acme Corp, visiting tomorrow at 10:00 AM. Can you register her for building access? - AI Agent: I can register your visitor. To confirm before I proceed, will Jane need Wi-Fi access, and what time should her visitor pass expire? - Daniel: Yes, she'll need Wi-Fi, and the pass should expire at 5:00 PM. - AI Agent: Jane Smith from Acme Corp has been registered for tomorrow, March 24, from 10:00 AM to 5:00 PM. Her visitor pass will be ready at the security desk in the main lobby. Wi-Fi credentials will be provided on her visitor badge. You'll receive a notification when she checks in. # AI Agent for Hardware Request Fulfillment Hardware Request Assistance is a conversational specialized AI agent that helps employees request corporate hardware and peripherals. Use this agent to order equipment, request loaner devices, access hardware specifications and compatibility guides, and report hardware failures. This agent validates requests against corporate policy. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request New Monitor](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_monitr.htm&type=5&language=en_US) - [Request Device Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_retrn_dvc.htm&type=5&language=en_US) - [Request Laptop Hardware Upgrade](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_hw_upgrade.htm&type=5&language=en_US) - [Request Laptop Replacement](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_lptp_rplcmnt.htm&type=5&language=en_US) - [Request Device Encryption Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_dvc_encrptn.htm&type=5&language=en_US) - [Enroll Device for MDM](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_enroll_mdm.htm&type=5&language=en_US) - [Report Printer Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_printer_issue.htm&type=5&language=en_US) - [Request Printer Supplies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_printr_sppls.htm&type=5&language=en_US) - [Report Hardware Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_report_hw_issue.htm&type=5&language=en_US) - [Request Projector or Display Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prjctr_spprt.htm&type=5&language=en_US) - [Request New Laptop](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_lptp.htm&type=5&language=en_US) - [Request Peripheral Device](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_peripheral.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting a docking station for remote work Scenario: Patricia is setting up a home office and needs a docking station for her company laptop. - Patricia: I'm working from home full-time now and need a docking station with dual monitor support. Can I request one? - AI Agent: I can help you request that docking station. To confirm before I proceed, do you need a USB-C or Thunderbolt dock, and how many USB ports do you require? - Patricia: USB-C is fine, and I need at least 4 USB ports for my peripherals. - AI Agent: Your docking station request has been submitted and approved. A USB-C dock with dual 4K display support and 6 USB ports will be shipped to your home address on file. Expect delivery within 3-5 business days, and you'll receive a tracking number via email. # AI Agent for Infrastructure Provisioning Infrastructure Provisioning Assistance is a conversational specialized AI agent that helps employees request new IT infrastructure resources. Use this agent to provision virtual machines, create Kubernetes clusters, and set up specialized test environments. This agent focuses exclusively on initial infrastructure creation and set up. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Server Decommissioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_srvr_dcmsn.htm&type=5&language=en_US) - [Request Kubernetes Cluster Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_k8s_clstr_prvsn.htm&type=5&language=en_US) - [Provision a Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_prvsn_vm.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Provisioning a Kubernetes cluster for a new project Scenario: DevOps Engineer Laura needs a new Kubernetes cluster for a microservices pilot project. - Laura: I need a new Kubernetes cluster provisioned in AWS for our microservices pilot. Can you set that up? - AI Agent: I can provision that K8s cluster for you. To confirm before I proceed, which AWS region do you need, and how many nodes should the cluster have initially? - Laura: US-West-2 region, and start with 5 nodes—3 for applications and 2 for monitoring. - AI Agent: Your Kubernetes cluster has been provisioned in AWS US-West-2 with 5 nodes (3 application nodes, 2 monitoring nodes). The cluster details, kubeconfig file, and access credentials have been sent to your email. The cluster is ready to deploy workloads and has autoscaling enabled for future expansion. # AI Agent for Internal Application Support Internal Applications Assistance is a conversational specialized AI agent that helps employees troubleshoot proprietary and custom-built enterprise applications. Use this agent to diagnose application-specific issues, report performance degradation, resolve functional errors, and address access issues within internal business systems. This agent provides dedicated support for in-house applications. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report Internal Application Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_int_app_issues.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Reporting a bug in an internal expense tracking application Scenario: Eric is unable to submit his expense report because the internal expense application shows an error message. - Eric: The expense tracking app keeps giving me an error when I try to submit my report. It says "Invalid data format" but all my entries look correct. - AI Agent: I can help investigate that error. To confirm before I proceed, which expense report are you trying to submit, and did you attach any receipts in PDF or image format? - Eric: It's my March expense report, and I attached 5 receipts—all PDFs under 2MB each. - AI Agent: I've created incident INC-009245 for the expense application team to investigate the "Invalid data format" error. Based on similar cases, this may be a date format issue in the latest app version. The development team reviews your report within 4 hours and apply a fix. You'll be notified when you can resubmit. # AI Agent for IT Approval Management IT Approval Assistance is a conversational specialized AI agent that helps employees review and process IT approval requests. Use this agent to view pending approvals, access request summaries, and approve or reject requests directly through conversational interaction. This agent streamlines the approval workflow. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Summarize Approval For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summarizeapprovalforemployee.htm&type=5&language=en_US) - [Summarize Open Approvals For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summarizeopenapprovalsforemployee.htm&type=5&language=en_US) - [Review Approval Work Item](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_reviewapprovalworkitem.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Approving a software license request Scenario: Manager Linda has a pending approval request for a team member's software license. - Linda: Do I have any pending IT approvals? - AI Agent: Yes, you have a pending approval. The request from John Martinez for an Adobe Creative Cloud license at $54.99 per month. To confirm before I proceed, would you like to review the full request details or approve or reject it now? - Linda: What's the business justification? - AI Agent: John needs it for creating marketing materials and training videos for the product launch campaign. The request has been endorsed by the Marketing Director. Would you like to approve this request? - Linda: Yes, approved. - AI Agent: The Adobe Creative Cloud license request for John Martinez has been approved. The license will be provisioned within 24 hours and he'll receive access instructions via email. # AI Agent for IT Policy Guidance IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Security Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_scty_plcy_excptn.htm&type=5&language=en_US) - [Request Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_plcy_excptn.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Answer Policy Questions](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answerpolicyquestion.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Checking eligibility for remote work equipment Scenario: Brian wants to know if he's eligible to request a second monitor for his home office. - Brian: Am I eligible to request a second monitor for working from home? I'm a full-time remote employee. - AI Agent: I can check the policy for you. To confirm before I proceed, what is your job level and department? - Brian: I'm a Senior Software Engineer in the Platform Engineering department. - AI Agent: According to the remote work equipment policy, full-time remote employees at the Senior level and above are eligible for dual monitors. You can request a second monitor through the Hardware Request Assistance agent. The standard approved model is a 27 inch 4K display. # AI Agent for IT Ticket Management Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Identify Record by Name](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_identify_record_by_name.htm&type=5&language=en_US) - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Summarize Ticket For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summincforemplyes.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - [Add Comment to Record](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_addcommentrecord.htm&type=5&language=en_US) - [Reopen Ticket](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_reopenticket.htm&type=5&language=en_US) - [Get Relevant Tickets By Description](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getincidentsbasedondescription.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Adding a comment to a ticket Scenario: John already has an open ticket and he wants to add new information for the support team. - John: My ticket number is INC-004812. Add a comment to my ticket about my VPN issue. I tried connecting from the Chicago office Wi-Fi and it fails after multi-factor authentication, but it works on cellular hotspot. - AI Agent: I can add that update to INC-004812. To confirm before I post it, do you want the comment to include that it works on hotspot but fails on Chicago office Wi-Fi after multi-factor authentication? - John: Yes, include those details. - AI Agent: Your comment has been added to INC-004812. You can view it with the other comments on the ticket. Comments that this agent adds appear alongside the comments that fulfillers and employees post on the ticket. For more information, see [Add Ticket Comments to an Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity."). # AI Agent for Knowledge Management Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Agent Actions This action run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Finding information about expense reimbursement policy Scenario: Nathan has questions about which expenses are reimbursable for business travel. - Nathan: What types of meals are covered under the business travel reimbursement policy? - AI Agent: I can find that information for you. According to the Travel & Expense Reimbursement policy, meals during business travel are reimbursable up to $75 per day. This includes breakfast, lunch, and dinner. Alcohol is excluded, and receipts are required for meals over $25. To confirm before I proceed, do you need information about any other travel expense categories? - Nathan: No, that answers my question. Thanks! - AI Agent: You're welcome! If you need to submit an expense report, you can use the Internal Applications Assistance agent to access the expense tracking system. # AI Agent for Laptop Refresh Management Laptop Refresh Assistance is a conversational specialized AI agent that helps employees request scheduled hardware replacements. Use this agent to initiate laptop and monitor refresh requests for devices that are end-of-life, past warranty, or due for scheduled replacement. This agent facilitates the hardware lifecycle refresh process. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request New Monitor](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_monitr.htm&type=5&language=en_US) - [Request Laptop Hardware Upgrade](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_hw_upgrade.htm&type=5&language=en_US) - [Request Laptop Replacement](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_lptp_rplcmnt.htm&type=5&language=en_US) - [Request New Laptop](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_lptp.htm&type=5&language=en_US) - [Request Peripheral Device](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_peripheral.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting a laptop refresh for an aging device Scenario: Marcus's laptop is 4 years old and running slowly, and he's eligible for a refresh. - Marcus: My laptop is 4 years old and barely keeping up. Am I eligible for a refresh? - AI Agent: I can check your refresh eligibility. To confirm before I proceed, is your current laptop asset tag LT-2938? - Marcus: Yes, that's correct. - AI Agent: Your laptop LT-2938 is past the 3-year refresh cycle and you're eligible for a replacement. A new laptop with upgraded specifications will be ordered. Standard processing time is 5-7 business days. You'll receive setup instructions and a data migration guide via email. Would you like to proceed with the refresh request? # AI Agent for Log Access Management Log Access Assistance is a conversational specialized AI agent that helps employees get system and application diagnostic logs. Use this agent to request log extraction across server, cloud, and application environments, define parameters such as time frames and log levels, and facilitate secure delivery. This agent provides telemetry for root-cause analysis. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request System Logs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rqst_sys_logs.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting application error logs for debugging Scenario: Developer Ryan needs error logs from the production API to debug a customer-reported issue. - Ryan: I need error logs from the production API for the last 24 hours. We're investigating a customer-reported 500 error. - AI Agent: I can retrieve those logs for you. To confirm before I proceed, do you need only ERROR level logs or should I include WARNING level as well? - Ryan: Just ERROR level is fine, and filter for the /api/payments endpoint if possible. - AI Agent: Your log extraction request has been completed. Error-level logs from the production API for the /api/payments endpoint over the last 24 hours have been securely delivered to your S3 bucket at s3://logs/ryan-20260423/. The file contains 47 error entries. You can download it using the link sent to your email. # AI Agent for Lost Device Resolution Lost Device Assistance is a conversational specialized AI agent that helps employees protect corporate data on lost or stolen devices. Use this agent to report missing equipment, execute immediate device locking, perform remote factory resets, and prevent unauthorized data access. This agent manages emergency security protocols for lost hardware. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Remote Device Wipe](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_rmt_dvce_wipe.htm&type=5&language=en_US) - [Report a Lost Device](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_lost_device.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - Get Current Assigned Asset Details ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Reporting a lost laptop Scenario: Jessica realizes her company laptop was stolen from her car overnight. - Jessica: My company laptop was stolen from my car last night. I need to lock it immediately. - AI Agent: I understand the urgency. I can help secure your device. To confirm before I proceed, is your laptop asset tag LT-5829, and do you want me to remotely lock it or completely wipe all data? - Jessica: Yes, that's my laptop. Lock it first, and if we can't recover it, then wipe it. - AI Agent: Your laptop LT-5829 has been remotely locked and will require your admin credentials plus a recovery code to unlock. A security incident INC-008847 has been created. If the laptop isn't recovered within 48 hours, we'll proceed with a remote factory reset. The security team has also been notified to monitor for any unauthorized access attempts. # AI Agent for Mobile Plan Management Mobile Plan Assistance is a conversational specialized AI agent that helps employees manage corporate mobile service plans and connectivity. Use this agent to upgrade or downgrade cellular plans, activate international roaming packages, manage data add-on, and prevent overage charges. This agent ensures global connectivity while optimizing costs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request International Roaming Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_intl_roam_plan.htm&type=5&language=en_US) - [Request Mobile Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_mob_plan.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Activating international roaming for business travel Scenario: William is traveling to Japan for a conference and needs international roaming on his company phone. - William: I'm traveling to Japan next week for 5 days. Can you activate international roaming on my work phone? - AI Agent: I can activate roaming for you. To confirm before I proceed, is your mobile number ending in 4782, and do you need data, voice, and text or just data? - William: Yes, that's my number, and I'll need data, voice, and text. - AI Agent: International roaming for Japan has been activated on your number ending in 4782 with unlimited data, voice, and text from March 28 to April 2. There are no additional charges under your corporate plan. Your phone will automatically connect when you land. Have a safe trip! # AI Agent for Network Issue Resolution Networking Assistance is a conversational specialized AI agent that helps employees troubleshoot network connectivity and manage access to network resources. Use this agent to diagnose network issues, facilitate VPN access requests, manage permissions for internal infrastructure, and resolve connectivity problems. This agent focuses exclusively on network-related support. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request DNS Record Creation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_dns_rcrd_crtn.htm&type=5&language=en_US) - [Request to Allowlist IP or Website](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_allwlst_ip.htm&type=5&language=en_US) - [Report Network Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_ntwrk_issue.htm&type=5&language=en_US) - [Request VPN Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_vpn.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting VPN access for remote work Scenario: New employee Olivia needs VPN access to connect to corporate systems from home. - Olivia: I need VPN access set up so I can work from home. How do I get that? - AI Agent: I can help you get VPN access. To confirm before I proceed, have you completed your security awareness training and set up multi-factor authentication? - Olivia: Yes, I completed both yesterday. - AI Agent: Your VPN access request has been approved and your account has been provisioned. Download the Cisco AnyConnect client from the software portal, and use your corporate credentials plus MFA to connect. You'll receive an email with detailed setup instructions and the VPN server address within 15 minutes. # AI Agent for Offboarding Management Offboarding Assistance is a conversational specialized AI agent that helps managers initiate employee offboarding processes. Use this agent to create offboarding requests for departing employees and capture administrative details to trigger the offboarding workflow. This agent handles the primary intake for employee departures. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Offboard Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_emp_lfcycl_offbrd_emp.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Initiating offboarding for a departing employee Scenario: Manager Catherine needs to start the offboarding process for a team member who resigned. - Catherine: I need to start the offboarding process for Thomas Anderson. His last day is April 30th. - AI Agent: I can create that offboarding request. To confirm before I proceed, what is Thomas's employee ID, and is this a resignation or termination? - Catherine: His employee ID is EMP-4829, and this is a resignation. - AI Agent: The offboarding request has been created for Thomas Anderson (EMP-4829) with a separation date of April 30, 2026. The workflow has been initiated and will coordinate asset recovery, access revocation, and exit procedures. You'll receive a checklist of manager responsibilities via email within 1 hour. # AI Agent for Office 365 Support Resolution Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Microsoft 365 App Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ms365_app_supprt.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Troubleshooting Outlook synchronization issues Scenario: George's Outlook isn't syncing new emails and his calendar is out of date. - George: My Outlook hasn't synced in over 2 hours. I'm missing new emails and my calendar isn't up to date. - AI Agent: I can help troubleshoot that sync issue. To confirm before I proceed, are you using Outlook on desktop or the web version, and are you connected to the corporate network or VPN? - George: Desktop version on Windows, and I'm connected to the office network. - AI Agent: I've reset your mailbox sync state and restarted your Exchange connection. New emails should start appearing within 5 minutes. If the issue persists after 15 minutes, I can create an incident for the Exchange team to investigate server-side synchronization. Please let me know if you start receiving emails shortly. # AI Agent for Office Relocation Assistance Office Relocation Assistance is a conversational specialized AI agent that facilitates seamless workplace transitions by coordinating IT infrastructure moves and hardware logistics. Use this agent to schedule technical teardowns, track physical asset movement, manage bulk workstation deployments, and validate that equipment is fully operational at the new location. This agent ensures continuity of IT services during office relocations and minimizes employee downtime on moving day. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Enterprise editions with AI Agent for Employees add-on.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Office Move IT Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_office_move.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Coordinating IT support for an office floor move Scenario: IT Coordinator Priya needs to plan the full IT setup for a team of 40 employees relocating to a new floor next month. - Priya: We're moving our entire marketing department from Floor 3 to Floor 6 on July 14th. Can you help coordinate the IT side of the move? - AI Agent: Absolutely, I can manage the end-to-end IT coordination for that move. To get started, do you need support for the full lifecycle, decommissioning on Floor 3, asset transport, and workstation setup on Floor 6, or are you focusing on a specific phase right now? - Priya: The full lifecycle, please. We have 40 workstations with dual monitors and docking stations.. - AI Agent: Got it. I've created a relocation project for the marketing department move on July 14th covering all 40 workstations. I've scheduled IT decommissioning on Floor 3 for July 13th, coordinated secure transport of all hardware, and queued a bulk workstation deployment on Floor 6 including dual-monitor and docking station setup. An on-site technician has been assigned for Day 1 support. I'll also run post-move validation checks to confirm peripheral connectivity and network access for each workstation. Would you like me to include network infrastructure and Wi-Fi configuration at the new floor as well? # AI Agent for Onboarding Management Onboarding Assistance is a conversational specialized AI agent that helps managers initiate employee onboarding processes. Use this agent to create onboarding requests for new hires and capture preliminary data to begin the onboarding workflow. This agent handles the primary intake for new employees. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Onboard Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_emp_lfcycl_onbrd_emp.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Creating an onboarding request for a new hire Scenario: Hiring manager Paul needs to initiate onboarding for a new software engineer starting next month. - Paul: I need to start onboarding for our new hire, Jennifer Lee. She starts May 1st as a Senior Software Engineer. - AI Agent: I can create that onboarding request. To confirm before I proceed, what department will Jennifer be in, and does she need any specialized equipment or software? - Paul: She'll be in Platform Engineering, and she'll need a MacBook Pro and IntelliJ Ultimate license. - AI Agent: The onboarding request has been created for Jennifer Lee starting May 1, 2026, as a Senior Software Engineer in Platform Engineering. A MacBook Pro and IntelliJ Ultimate license have been noted for provisioning. The IT team will prepare her equipment and accounts, and you'll receive an onboarding coordinator assignment within 24 hours. # AI Agent for Password Manager Support Password Manager Assistance is a conversational specialized AI agent that helps employees maintain corporate password manager vaults. Use this agent to update stored credentials, delete outdated or compromised entries, troubleshoot synchronization issues, and ensure vault hygiene. This agent supports password security and compliance. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Credential Deletion from Password Manager](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_dltn_pwd_mgr.htm&type=5&language=en_US) - [Request Password Manager Password Update](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_pwd_mgr_pwd_updt.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Deleting compromised credentials from password vault Scenario: IT Security notified Emma that one of her stored passwords was found in a data breach. - Emma: Security told me one of my passwords in the password manager was compromised. Can you help me remove it? - AI Agent: I can help you delete that compromised credential. To confirm before I proceed, which account or service is this password for? - Emma: It's for the old Jenkins server that was decommissioned last month. - AI Agent: The compromised credential entry for the Jenkins server has been deleted from your password vault. Since that server is decommissioned, no replacement password is needed. Your vault has been synchronized across all devices. For active services, remember to update passwords immediately after any suspected compromise. # AI Agent for Phone Support Resolution Phone Assistance is a conversational specialized AI agent that helps employees manage corporate telephony systems and desk phones. Use this agent to deploy physical phone units, assign extensions, manage phone configurations, and troubleshoot Voice over Internet Protocol (VoIP) connectivity issues. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Desk Phone Setup or Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_dsk_phn_setup.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Setting up a desk phone for a new office Scenario: Maria moved to a new desk and needs a desk phone installed with her existing extension. - Maria: I moved to a new desk on Floor 7, desk 712. Can you set up a desk phone with my current extension 5234? - AI Agent: I can arrange that desk phone setup. To confirm before I proceed, do you need a standard desk phone or do you require video calling capabilities? - Maria: Standard desk phone is fine. I don't need video. - AI Agent: A desk phone deployment request has been created for Floor 7, desk 712, with your extension 5234 configured. A technician will install and test the phone tomorrow morning between 9-11 AM. You'll receive a notification when the installation is complete and the phone is ready to use. # AI Agent for Printer Issue Resolution Printer Assistance is a conversational specialized AI agent that helps employees manage printing infrastructure and resolve printer issues. Use this agent to troubleshoot printing problems, request new printer installations, order printer supplies such as ink and toner, and address hardware issues. This agent focuses exclusively on printer-related support. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report Printer Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_printer_issue.htm&type=5&language=en_US) - [Request Printer Supplies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_printr_sppls.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Ordering toner for an office printer Scenario: The printer on Floor 3 is showing a low toner warning and needs replacement cartridges. - Floor Coordinator Beth: The HP printer on Floor 3 near the break room needs new toner. It's showing a low toner warning. - AI Agent: I can order replacement toner for you. To confirm before I proceed, is the printer model HP LaserJet Pro M404n, and do you need black toner only or color cartridges as well? - Beth: Yes, that's the model, and we only need black toner. - AI Agent: Two black toner cartridges (HP 58A) have been ordered for the Floor 3 HP LaserJet Pro M404n. They'll be delivered to the office supply room by tomorrow afternoon. You'll receive a notification when they arrive. Installation instructions are available in the printer drawer. # AI Agent for Privileged Access Management Privilege Access Assistance is a conversational specialized AI agent that helps employees request elevated system permissions and hardware access rights. Use this agent to request local admin privileges, turn on USB data transfer, manage time-bound access elevations, and process security exceptions. This agent ensures secure, authorized system access. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Admin or USB Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_admin_usb_accss.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting temporary admin rights for software installation Scenario: Developer Chris needs temporary admin rights to install development tools on his laptop. - Chris: I need temporary admin rights to install Docker and Kubernetes on my laptop for the new project. - AI Agent: I can submit that admin rights request. To confirm before I proceed, how long do you need elevated access, and has your manager pre-approved this request? - Chris: I need it for 24 hours, and yes, my manager Sarah Chen approved it this morning. - AI Agent: Your temporary admin rights request has been submitted for approval by the security team. Based on the manager pre-approval from Sarah Chen, this should be processed within 30 minutes. You'll receive an email with the temporary admin password valid for 24 hours. After that period, standard user privileges will be automatically restored. # AI Agent for Salesforce Support Resolution Salesforce Help Assistance is a conversational specialized AI agent that helps employees manage Salesforce access and resolve platform issues. Use this agent to provision new user accounts, modify role hierarchies and permission sets, troubleshoot platform errors, and resolve MFA lockouts. This agent streamlines Salesforce administration and CRM specific support. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Salesforce Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sf_pwd_rst.htm&type=5&language=en_US) - [Report Salesforce Platform Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sf_plt_issue.htm&type=5&language=en_US) - [Request Salesforce User Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sf_usr_accss.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting access to Salesforce for a new sales team member Scenario: Sales Manager Kevin needs to set up Salesforce access for a new account executive. - Kevin: I need to set up Salesforce access for our new account executive, Tyler Brooks. He starts on Monday. - AI Agent: I can create that Salesforce account. To confirm before I proceed, what role should Tyler have, and does he need access to any specific permission sets like Advanced Forecasting or Marketing Cloud? - Kevin: He should be an Account Executive role with access to Advanced Forecasting. - AI Agent: The Salesforce account for Tyler Brooks has been created with the Account Executive role and Advanced Forecasting permission set. Login credentials and setup instructions will be sent to his company email by end of day Friday. He'll be prompted to set up MFA during his first login on Monday. # AI Agent for Security Incident Management Security Assistance is a conversational specialized AI agent that helps employees report security incidents and manage security compliance. Use this agent to report phishing attempts and potential breaches, enroll in mandatory security training, and request exceptions to corporate security policies. This agent supports an organizational security posture. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report Phishing Email](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_rpt_phsh_email.htm&type=5&language=en_US) - [Report a Security Vulnerability](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_rpt_vuln.htm&type=5&language=en_US) - [Request Security Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_scty_plcy_excptn.htm&type=5&language=en_US) - [Report Device Security Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_device_scrty.htm&type=5&language=en_US) - [Enroll User in Security Training](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_enrl_sec_trnng.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Reporting a suspected phishing email Scenario: Employee Anna received a suspicious email claiming to be from IT support asking for her password. - Anna: I just got a suspicious email asking me to verify my password by clicking a link. It looks like phishing. - AI Agent: Good catch on identifying that suspicious email. I can help you report it. To confirm before I proceed, can you forward that email to security@company.com and let me know the sender's email address? - Anna: The sender is it-support-team@companyhelp.net—that's not our real domain, right? - AI Agent: Correct, that's not our legitimate domain. Security incident INC-009876 has been created to investigate this phishing attempt. The security team will analyze the email and block the sender domain. Never click links or provide credentials in unsolicited emails. Your account has been flagged for extra monitoring for the next 72 hours as a precaution. # AI Agent for SharePoint Support Resolution Sharepoint Assistance is a conversational specialized AI agent that helps employees manage SharePoint sites and collaborate securely. Use this agent to provision or delete site collections, grant or revoke user permissions, manage access levels, and troubleshoot synchronization errors. This agent facilitates enterprise collaboration. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request SharePoint Site Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_sharepoint.htm&type=5&language=en_US) - [Request Site Deletion](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_site_dltn.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Granting access to a SharePoint site Scenario: Project Manager Helen needs to give her new contractor access to the project SharePoint site. - Helen: I need to give access to our project SharePoint site for contractor Mike Johnson. He needs to view and edit documents. - AI Agent: I can grant that SharePoint access. To confirm before I proceed, which site is this for, and should Mike have "Edit" permissions or "Full Control"? - Helen: It's the "Project Phoenix" site, and Edit permissions are sufficient. - AI Agent: Mike Johnson has been granted Edit permissions to the "Project Phoenix" SharePoint site. He'll receive an email invitation to access the site and can start viewing and editing documents immediately. His access is configured as a contractor account with a 90-day review period. # AI Agent for Software License Management License Audit Assistance is a conversational specialized AI agent that helps employees manage software license compliance and inventory. Use this agent to track user entitlements, identify assigned software, revoke unused licenses, and execute audit operations. This agent optimizes costs and ensures efficient resource allocation. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Software License Removal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sftwr_lic_rmvl.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Get Assigned Softwares For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getassignedsoftwareforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Identifying unused software licenses Scenario: IT Manager Samantha wants to identify unused licenses to reduce costs before the next budget cycle. - Samantha: Can you show me which employees have Adobe licenses but haven't used them in the last 90 days? - AI Agent: I can run that license usage audit for you. To confirm before I proceed, do you want the report for all Adobe products or specific applications like Photoshop and Illustrator? - Samantha: All Adobe Creative Cloud licenses, please. - AI Agent: The audit shows 23 employees with Adobe Creative Cloud licenses who haven't logged in during the last 90 days. I've sent the detailed report to your email with names, departments, and last usage dates. Would you like me to revoke these unused licenses to optimize costs? # AI Agent for Software Support Resolution Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report Software Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_issue.htm&type=5&language=en_US) - [Request New Software Access (with Okta)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_new_sw_accss.htm&type=5&language=en_US) - [Request Software Uninstallation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_uninstlltn.htm&type=5&language=en_US) - [Request Software License Removal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sftwr_lic_rmvl.htm&type=5&language=en_US) - [Renew Software Subscription](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_renew_sw.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) - [Get Available Softwares For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getavailablesoftwaresforemployee.htm&type=5&language=en_US) - [Get Assigned Softwares For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getassignedsoftwareforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting installation of new development software Scenario: Developer Amy needs Python and Visual Studio Code installed on her new laptop. - Amy: I need Python 3.11 and Visual Studio Code installed on my new laptop. Can you help with that? - AI Agent: I can arrange those software installations. To confirm before I proceed, is your laptop asset tag LT-6721, and do you need any specific Python packages or VS Code extensions pre-configured? - Amy: Yes, that's my laptop. Please include the Python Data Science packages—NumPy, Pandas, and Matplotlib. - AI Agent: Python 3.11 with NumPy, Pandas, and Matplotlib, along with Visual Studio Code with the Python extension, will be remotely installed on laptop LT-6721. The installation will begin within 30 minutes and take approximately 20 minutes to complete. You'll receive a notification when everything is ready to use. # AI Agent for SSO Management Single Sign-On Assistance is a conversational specialized AI agent that helps employees troubleshoot Single Sign-On authentication issues. Use this agent to resolve login failures, diagnose credential synchronization problems, and report application-specific Single Sign-On disruptions. This agent restores access to identity-protected services. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Report SSO Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sso_issues.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Troubleshooting SSO login failure Scenario: Employee Frank can't log in to the company intranet using SSO and keeps getting an authentication error. - Frank: I can't log in to the intranet. It keeps saying "Authentication failed" when I use SSO, but my password works for email. - AI Agent: I can help troubleshoot that SSO issue. To confirm before I proceed, did you recently change your network password, and are you seeing this error on all applications or just the intranet? - Frank: I changed my password yesterday, and so far it's only the intranet that's failing. - AI Agent: The issue is likely a credential synchronization delay after your password change. I've manually triggered a sync for your account with the SSO identity provider. Try logging in to the intranet again in about 5 minutes. If it still fails, I'll create an incident for the identity team to investigate further. # AI Agent for System and File Access Management System and File Access Assistance is a conversational specialized AI agent that helps employees manage permissions for IT resources and shared folders. Use this agent to provision file share access, manage Active Directory group memberships, request database privileges, and revoke access rights. This agent streamlines identity and access management workflow. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request User Removal from Active Directory](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_usr_rmvl_ad.htm&type=5&language=en_US) - [Manage AD Group Membership](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mgmt_ad_grp_mmbr.htm&type=5&language=en_US) - [Request Application Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_app_accss.htm&type=5&language=en_US) - [Request Database Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_db_accss.htm&type=5&language=en_US) - [Request SharePoint Site Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_sharepoint.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Requesting access to a shared network drive Scenario: New team member Julie needs access to the Finance department's shared drive to access quarterly reports. - Julie: I need access to the Finance shared drive to review Q1 reports for my analysis. Can you set that up? - AI Agent: I can request that access for you. To confirm before I proceed, do you need read-only access or read-write permissions, and has your manager approved this request? - Julie: Read-only is sufficient, and yes, my manager Karen Thompson approved it this morning. - AI Agent: Your access request to the Finance shared drive has been submitted with read-only permissions based on manager approval from Karen Thompson. The request will be reviewed by the Finance data owner and typically processed within 2 hours. You'll receive an email notification when access is granted. # AI Agent for System Password Reset Resolution System Password Reset Assistance is a conversational specialized AI agent that helps employees reset network and system passwords. Use this agent to reset forgotten system and network passwords, reset settings for multi-factor authentication, and report password-related technical issues. This agent handles system-level credential recovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Reset Multi-Factor Authentication (MFA)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_reset_mfa.htm&type=5&language=en_US) - [Request Account Unlock for Colleague](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_acct_unlck_clleague.htm&type=5&language=en_US) - [Request Password Reset for Colleague](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_pwd_rst_clleague.htm&type=5&language=en_US) - [Reset Account Password](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_iam_reset_pwd.htm&type=5&language=en_US) - [Unlock User Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_iam_unlck_accnt.htm&type=5&language=en_US) ## Agent Actions These actions run automatically during your conversation with the specialized agent. - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US) - [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US) - [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US) - [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US) - [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Resetting a forgotten network password Scenario: Employee Tom forgot his network password and can't log in to his laptop. - Tom: I forgot my network password and can't log in to my laptop. Can you reset it? - AI Agent: I can help you reset your network password. To confirm before I proceed, I'll need to verify your identity. What is your employee ID and the last four digits of your mobile number on file? - Tom: My employee ID is EMP-7823 and my mobile number ends in 4892. - AI Agent: Identity verified. A temporary network password has been sent via SMS to your number ending in 4892. Use this temporary password to log in, and you'll be prompted to create a new permanent password. Your MFA settings remain unchanged. The temporary password expires in 2 hours. # AI Agent for Vendor Employee Management Vendor Employee Assistance is a conversational specialized AI agent that helps employees manage external partner and contractor access. Use this agent to provision temporary accounts for vendors, enforce time-bound access durations, revoke contractor credentials, and ensure security compliance for third-party access. This agent manages the external partner lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Catalog Items This specialized agent automatically uses these SCI templates to fulfill your request. You can configure additional service catalog item templates to support similar applications and request types. - [Request Supplier Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_splr_acct.htm&type=5&language=en_US) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Provisioning temporary access for a contractor Scenario: Project Manager Rita needs to set up temporary system access for a contractor working on a 3-month project. - Rita: I need to set up temporary access for contractor James Wilson. He'll be working with us for 3 months on the infrastructure upgrade project. - AI Agent: I can create that contractor access. To confirm before I proceed, what systems does James need access to, and what is the exact end date for his contract? - Rita: He needs access to AWS console and our internal documentation wiki. His contract ends on July 15, 2026. - AI Agent: Temporary contractor access has been provisioned for James Wilson with access to AWS console (read-only) and the internal documentation wiki. The account is configured to automatically expire on July 15, 2026. Login credentials and security guidelines have been sent to the email address you provided. His access will be reviewed at 30-day intervals. # AI Features for IT Services Explore and set up AI tools that revolutionize IT service delivery. Turn on proactive assistance and create agents from prebuilt templates for IT teams and employees. Use Einstein features to automate tasks and help IT teams create detailed guided steps with the Service Assistant. Predictive actions identify high-risk issues, allocate resources, and improve service reliability ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Agentforce for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce.htm&release=264.0.0&type=5)** Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming. - **[Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein.htm&release=264.0.0&type=5)** Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs). - **[Proactive Assistance for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_parent.htm&release=264.0.0&type=5)** Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data. - **[Service Assistant for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_parent.htm&release=264.0.0&type=5)** As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step. - **[Predictive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivemodels_parent.htm&release=264.0.0&type=5)** Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability. # AI Knowledge Translations Limitations and Considerations Understand the considerations and limitations of the AI Knowledge Translation feature. ## Limitations For AI Knowledge Translations, if your source language or target language isn’t English, then it’s translated in batches, which takes longer. The article payload, in Megabytes, submitted for translation determines the length of time for batch translation. Translation quality can vary based on the type of article, language direction, and whether you use custom terminology. We strongly recommend that a subject matter expert always review the results of translated knowledge articles. ## Considerations AI Knowledge Translations consumes fully metered flex credits. To learn more, reference the Speech Foundations section of [Flex Credits Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&language=en_US). If you have content you don't want translated in the body of your Knowledge Article, such as codelines specific to English, you can use the “Do not translate” HTML tag. Here’s an example codeblock: ```
© 2020 BrandName
``` # AI Solutions for Field Service Equip your mobile workers and dispatchers with intuitive AI tools from Agentforce. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Agentforce for Field Service Dispatchers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatchers_parent.htm&release=264.0.0&type=5)** Supercharge the efficiency of your dispatchers by using Agentforce. - **[Agentforce for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_setup_mobile_parent.htm&release=264.0.0&type=5)** Supercharge your Field Service mobile workforce efficiency by using generative AI and Agentforce. - **[Autonomous Scheduling in the New Agentforce Builder for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_parent_studio.htm&release=264.0.0&type=5)** Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking of appointments, sending appointment reminders to your customers to reduce no-shows, and asset maintenance coordination. - **[Autonomous Scheduling in the Legacy Agentforce Builder for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_parent.htm&release=264.0.0&type=5)** Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking using Dispatcher-Prompted Outreach, and by handling asset maintenance coordination with Proactive Asset Service Scheduling. #### See Also - [About Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) # AI-Based Summaries for Risk Records in IT Compliance Agentforce summarizes risk data, evaluations, and treatment history into a concise narrative for compliance leaders. This helps your team analyze potential impacts and understand current mitigation strategies without opening every related record. By providing clear rationales and suggested next steps, these summaries simplify stakeholder communication and help you decide treatment plans. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with AI IT Compliance add-on.
Use the Proactive Assistance card on a Risk or a Risk Evaluation record to summarize information. You can regenerate a summary whenever critical details change. - Risk Summary: Typically used when you need a high-level overview of a risk's current posture, including its mapped controls and responsible stakeholders. It's the go-to resource for periodic reporting or when preparing for a leadership briefing on the state of the risk register. - Risk Evaluation Summary: Typically used during the active assessment phase to see how specific stakeholder survey responses have recalculated the risk scores. It helps reviewers understand the specific reasons behind a suggested treatment direction. These summaries are most effective when used in combination with autonomous background processes to assess your overall risk posture. While autonomous processes proactively create evaluations, suggest treatment plans, and recalculate scores whenever there are changes to policies or controls, the summaries capture the latest information to give stakeholders a quick way to digest the most relevant changes. Ideally, teams use both of these capabilities together to stay ahead of their compliance requirements. # AI-Generated Work Summaries of Calls To save time and be more attentive during conversations with customers, reps no longer have to take notes and summarize the call conversation. The rep can use Einstein Work Summary to generate a high-quality summary of a voice calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
#### See Also - [Show AI-Generated Summaries with Einstein Work Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries.htm&type=5&language=en_US) # Allocate Space to the Cache Org Partition When you set up the Health Verification package, we create a platform cache org partition with 3 MB called HealthVerification in the safetycloud namespace. The Health Verification package uses the cache to improve the performance of status look-ups. Depending on your data volume, usage patterns, and performance requirements, you can allocate more space to the cache org partition. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
Allocate Space to Cache Org Partition
  • API Enabled
  • Modify Metadata Through Metadata API Functions
## Determine how much space your cache org partition needs Each Health Verification record in the cache consumes approximately 750 bytes of space. So, depending on how many records you want to store in the cache for effective look-up, you can allocate the appropriate amount of space. For example, If you expect to have 20,000 Health Verification records in the cache (at 750 bytes each), you need 20,000 x 750 bytes = 15,000,000 bytes, or 15 MB, ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note If the cache capacity doesn’t meet your needs, you can request additional platform cache. For more information, see [Request Additional Platform Cache](https://help.salesforce.com/articleView?id=xcloud.data_platform_cache_additional.htm&type=5&language=en_US). ## Change the space allocated to the cache org partition Use the Platform Cache Partition tool in Setup to increase the partition size. 1. From Setup, navigate to **Custom Code** | **Platform Cache**. 2. In the bottom panel, click **Edit**. 3. Change the value for Org Cache Allocation, and click **Save**. ## Determine how much of the platform cache is being used To determine how much of the platform cache is being used, check the Platform Cache Diagnostics page. 1. From the User Detail page, make sure **Cache Diagnostics** is enabled for the user. 2. From the Platform Cache Partition page, select the partition name. 3. Click the link to the Diagnostics page for the partition. #### See Also - [Cache Lightning Platform Data](https://help.salesforce.com/articleView?id=xcloud.data_platform_cache.htm&type=5&language=en_US) # Allow Domains for a Salesforce Console in Salesforce Classic Salesforce admins can let console users access domains outside of Salesforce. For example, you can add www.example.com to a console’s allowlist so that console users can access that domain. ### Required Editions
User Permissions Needed
To allowlist domains for a Salesforce console: Customize Application
1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app. 3. Click **Edit**. 4. In Allowed Domains, type the domains you want users to access, and separate multiple domains by commas. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note - Don’t include http:// or https://, because those prefixes are part of a URL, not a domain. - If your CTI phone is running on a server with a non-standard port, make sure to include the port number in your domain. For example, if your server is called myserver and your port number is 8500, include myserver:8500 in your allowlist. 5. Click **Save**. #### See Also - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") # Allow End Users to Download a Transcript of a Messaging Session While Enhanced Chat shows messaging history in the conversation window to verified end users, unverified end users want to review messaging history. Now, unverified and verified end users can download a PDF conversation transcript after the session ends. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## Turn On Download Transcripts 1. Before an end user can download a transcript of their Enhanced Chat conversation, an admin must enable it: 2. From Setup, enter Messaging Settings, and select **Messaging Settings**. 3. Click the downward arrow to the right of your channel, and select **Edit**. 4. Select **Let customers download their conversation transcripts**. 5. Save your changes. You can't download a transcript from an app built on Mobile Publisher. ## Download a Transcript To download a transcript of the chat conversation, an end user clicks the Menu icon, then selects **Request Chat Transcript**. ![Enhanced Chat v1 conversation window with Request Chat Transcript button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_download_transcript.png) ## What’s Included in a Downloaded Transcript - A transcript can contain up to 200 conversation entries. A conversation entry is defined as a single block of text that was initiated by a service rep, end user, bot, Service agent, or auto-response. - If chatting with a service rep, a conversation entry includes updates about a service rep's status, such as joining or leaving the conversation. - If chatting with a Service agent, a conversation entry includes citations. While you can [customize the word Sources in the custom label file](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_custom_labels.htm), it still appears in the transcript as Sources. - Read receipts and estimated wait time aren't considered conversation entries. - Enhanced Chat v2 transcripts are text-only. - All timestamps are in the GMT time zone and can’t be localized. - These languages aren’t supported: Arabic, Hebrew, Amharic, Armenian, Bengali, Burmese, Georgian, Gujarati, Kannada, Khmer, Malayalam, Punjabi, Tagalog, Tamil, Telugu, Thai, Urdu, Yiddish. - Unsupported characters are replaced with a “?”. - Emojis either display in greyscale or text. # Allow Public Article Sharing Allow public knowledge article sharing so that Einstein can access your company’s trusted knowledge content. ### Required Editions
View supported editions.
1. From Setup, in the Quick Find box, enter Knowledge Settings, and then select **Knowledge Settings**. 2. Select **Edit**, and then scroll down to Share Articles via URLs Settings and select **Allow users to share public articles via URLs**. ![Share Article via URL Settings allowed under Knowledge Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_service_email_knowledge_settings.png) 3. Under Available Sites, move sites you want to use as a knowledge base to Selected Sites. Information from these sites is used to draft emails, so ensure you can share that information with customers. 4. Click **Save**. # Allowlist Network Destinations for Agentforce Contact Center Allowlist the call-signaling and media-relay destinations and open the required ports so reps behind a firewall, proxy, or VPN can make and receive calls. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
Confirm the Salesforce region your org uses for Agentforce Contact Center Voice, and confirm with your network or firewall team that they can update outbound and inbound allow rules. For the reasoning behind these rules, see [Network Requirements for Agentforce Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_network_reqs.htm&release=264.0.0&type=5 "Agentforce Contact Center Voice sends call audio over a relay connection with no fallback path. A restrictive firewall, proxy, or VPN can block the audio path and cause error E-1002."). These steps resolve and prevent error E-1002, which occurs when a restrictive network blocks the voice audio path. Complete every step for each region your org uses. 1. Identify the Salesforce region your org uses for Agentforce Contact Center Voice. Endpoints differ by region. These steps cover the United States. If your org is hosted in another region, contact Salesforce Support for the endpoints that apply to your region. 2. Allowlist the call-signaling hostname for each endpoint set in your region, by fully qualified domain name (FQDN). Don't pin these hostnames to a fixed IP address. Their IP addresses change automatically. Call-Signaling Hostnames (United States) | Endpoint Set | Hostname (FQDN) | | --- | --- | | Endpoint Set 1 | gateway.webrtc.thb01.uengage1.sfdc-yfeipo.salesforce-ccaas.com | | Endpoint Set 2 | gateway.webrtc.thb01.uengage1.sfdc-lywfpd.salesforce-ccaas.com | 3. Allowlist the media-relay IP addresses and hostname for each endpoint set. Allowlist all four IP addresses. Each endpoint set's media relay uses two static IP addresses, and calls fail intermittently when your network allows only one. Media-Relay Destinations (United States) | Endpoint Set | Hostname (Reference Only) | IP Addresses (Allowlist These) | | --- | --- | --- | | Endpoint Set 1 | aec3a52bd9dd98a81.awsglobalaccelerator.com | 15.197.88.2, 166.117.93.103 | | Endpoint Set 2 | a2f4bbf1c48de2690.awsglobalaccelerator.com | 166.117.15.73, 35.71.149.154 | 4. Open the ports that Agentforce Contact Center Voice uses for signaling and audio. Confirm that outbound UDP port 3478 is open first. It's the port that a restrictive firewall blocks most often. Required Ports | Ports | Transport | Direction | Purpose | | --- | --- | --- | --- | | 443 | TCP/TLS | Outbound | Browser voice client signaling and encrypted media relay | | 5061 | TCP/TLS | Outbound/Inbound | Encrypted voice call signaling | | 3478 | UDP | Outbound | Audio/media relay | | 1024–65280 (dynamic) | UDP | Outbound/Inbound | Audio streams | 5. Turn off proxy authentication and SSL or deep-packet inspection for traffic to these destinations. Intercepting or decrypting this traffic in transit causes call failures. 6. To confirm that error E-1002 no longer occurs, make a test call from a workstation on the corporate network. ## Configure Europe Allowlist Orgs hosted in Europe use a single endpoint set. Allowlist the following call-signaling hostname and media-relay destination in addition to the steps for the United States. | Purpose | Hostname (FQDN) | IP Addresses | | --- | --- | --- | | Call signaling — allowlist by FQDN. IP addresses change automatically. | gateway.webrtc.thb01.uengage1.sfdc-5pakla.salesforce-ccaas.com | Resolved automatically. Don't pin to a fixed IP address. | | Audio/media relay — allowlist these static IP addresses. | a047481e9761e70bc.awsglobalaccelerator.com | 3.33.135.180, 166.117.2.54 | ## Troubleshoot Remaining E-1002 Errors If error E-1002 continues after you allowlist the destinations and ports, match the symptom to a likely cause and action. | Symptom | Likely Cause | Action | | --- | --- | --- | | E-1002 on the corporate network only; calls work on a personal device or off-VPN. | A firewall or proxy is blocking the media path. | Allowlist the media IP addresses and open outbound UDP port 3478. | | Calls work at low volume but fail as volume increases. | Only one of the two media IP addresses for the endpoint set is allowed. | Allowlist all media IP addresses for your region. | | Failed to gather relay candidates within 5 seconds or THUNDERBIRD\_CONNECTOR\_ERROR appears in the browser console. | The media path is blocked, or traffic is being SSL-inspected. | Confirm that no proxy authentication or SSL inspection applies, and open outbound UDP port 3478 to the media IP addresses. | If your org uses regions outside the United States, repeat these steps using the endpoints that Salesforce Support provides for those regions. After allowlisting, monitor call volume for a few days. Calls that fail only under higher volume usually mean a media IP address is still blocked. # Alternative Sites Setup Pathway Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites. ### Required Editions
View supported editions.
User Permissions Needed
To set up alternative sites for Service Catalog:

Customize Application

AND

Service Catalog Builder perm set
checkmark This article applies to: External and Salesforce Sites
X This article applies to: Aura and LWR Experience Sites
Service Catalog supports the use of guest users in Salesforce Sites and sites built outside of Salesforce (external sites). To use these alternative site types with guest users, you must create these. - A Visualforce page that grants guest users access to your Service Catalog in your alternative site - A Salesforce Site that exposes your catalog items to guest users in your alternative site When you complete Step II, a guest user profile is created that you configure to grant Service Catalog access. The steps are the same for both alternative site types. For alternative sites, you must also grant guest users access to catalog items that contain autolaunched and orchestration flows in their fulfillment. See Step I. Keep in mind that for externally built sites, you must map your site and integrate its data into Salesforce. We recommend that you contact your Salesforce account executive for assistance. ## Step 1: Create a Visualforce Page Provide guest user access to your catalog items in an alternative Service Catalog site with a Visualforce page. 1. From Setup, in the Quick Find box, enter and then select **Visualforce Pages**. 2. From the Visualforce Pages Setup page, click **New**. 3. For the Label field, enter a name. 4. Enable **Available for Lightning Experience, Experience Builder sites, and the mobile app**. 5. From the Visualforce Markup tab, enter this code in the entry field. ```java
``` 6. Optional: To add support of authenticated users in your alternative site for Service Catalog, complete steps 1 through 5 and enter this code in the Visualforce Markup tab. ```html

Header

``` 7. Save your work. 8. From the Sites Setup page, select the name of your site. 9. From the Site Details page, select **Public Access Settings**. 10. From the profile Setup page for your guest user, in the Apps section, select **Flow Access**. 11. Add your autolaunched and orchestration flows to Enabled Flows. 12. Save your work. ## Step 2: Create a Salesforce Site Expose catalog items in your alternative Service Catalog site to guest users with a Salesforce Site. 1. From Setup, enter and select **Sites**. 2. From the Sites Setup Page, click **New**. 3. From the Site Label field, in the Site Edit page, enter a name. 4. From the Active Site Home Page field, click the search button, and then select the name of your Visualforce page. The Visualforce Page Lookup window closes. 5. From the Site Edit page, click **Save**. The Site Details page opens for your site. 6. Click **Public Access Settings**. The Profile Detail Setup page for your site opens. 7. From the Enabled Visualforce Page Access quick action, ensure your Visualforce Page is listed. 8. Click **View Users**. The Site Users Setup page opens. 9. Click the name of your site guest user. 10. Select the Permission set Assignment quick action, and then click **Edit Assignments**. 11. Assign the Guest Access Service Catalog permission set. 12. Save your work. 13. From Setup, in Sites, under Settings, enable **Allow using standard external profiles for self-registration, user creation, and login**. 14. Save your work. # Alternative Solutions for Legacy Chat Features That Aren’t Available in Enhanced Chat Planning to replace Legacy Chat with Enhanced Chat, but don’t see a Legacy Chat feature available in Enhanced Chat? Review this list of alternative solutions. ### Required Editions
View supported editions for Enhanced Chat.
View supported editions for Legacy Chat.
Checkmark This article applies to: Enhanced Chat and Legacy Chat channels.
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If your business has a use case for a feature that’s not yet available in Messaging for In-App and Web, we want to know. Work with your Account team to submit a Voice of the Customer request or submit the use case on [Ideas Exchange](https://ideas.salesforce.com/s/search#t=All%26sort=relevancy). | Legacy Chat Feature | Enhanced Chat Alternative Solution | | --- | --- | | Queue Position | Estimated Wait Time | | IP Blocking | Use a custom object and Omni-flow to check. | | Invitations | Use custom javascript on the website and use Show/Hide to hide and show chat button as per custom logic. | #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Alumni Directory Setup Set up Alumni Directory to enable your alumni to view the profiles of other alumni and connect with them. Alumni can choose to not share contact details. ### Required Editions
View supported editions.
See the Set Up the Alumni Directory Page section in [Set Up Your Alumni Community](https://help.salesforce.com/s/articleView?id=sfdo.ec_set_up_your_alumni_community.htm&language=en_US). # Alumni Portal Features After logging in, the Home page of Alumni Portal provides an overview of the website and easy access to the key pages of the website. ### Required Editions
View supported editions.
![Alumni Portal Home page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_alumni_portal.png) Key features of the Home page are: - The Help Center menu (1) on the Home page helps you quickly navigate to different pages, including Knowledge Center, Service Catalog, and My Cases. - Use Alumni Directory (2) to view the profiles of alumni and network with them. - The notification bell (3) gives you immediate access to notifications. - The User Profile Menu (4) gives you access to the My Profile page. It’s also used to log out of Alumni Portal. - Click an item on the carousel (5) to view it. Click ![Next icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_carousel_next_icon.png) and ![Previous icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_carousel_previous_icon.png) to move between the items on the carousel. - The Global Search Box (6) helps you find cases and knowledge articles. - The type-ahead functionality autocompletes the search keywords by providing suggestions based on partial inputs, which help you find relevant results quickly. Select one of the options suggested by the type-ahead functionality. - The search results page categorizes the results into Knowledge and Cases. Clicking a case number opens the case details page. The case details page also shows Einstein AI-generated search answer. Hovering on a knowledge article link shows the article preview in a window. Clicking a knowledge article link opens the knowledge article. - Click a tile (7) to open the corresponding page. - The Home page shows trending articles (8) that are sorted by topics. These articles are popular among alumni. - Use Embedded Messaging (9) to contact support for instant help. You can access Embedded Messaging from any page in Alumni Portal. When a case management bot is configured with Embedded Messaging, you can create cases and track them through the bot, in addition to contacting a service representative for help. # Alumni Portal Setup Assign permissions to your alumni to access the Alumni Portal site. Create and configure Alumni Portal to meet your organization's needs. To allow your alumni to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. To support alumni networking, set up Alumni Directory. ### Required Editions
View supported editions.
- **[Review and Assign Alumni Portal Permissions](https://help.salesforce.com/s/articleView?id=service.es_ap_review_and_assign_permissions.htm&release=264.0.0&type=5)** Users access Alumni Portal through supported editions, add-ons, and permissions. - **[Create an Alumni Profile](https://help.salesforce.com/s/articleView?id=service.es_ap_create_alumni_profile.htm&release=264.0.0&type=5)** Create a profile for alumni users. - **[Provision Alumni with Required Profiles and Auto-Create User Records](https://help.salesforce.com/s/articleView?id=service.es_ap_provision_alumni_and_auto_create_user_records.htm&release=264.0.0&type=5)** Bulk provision alumni by assigning them the required profiles and permissions. Automatically create user records for new alumni entries in Salesforce. - **[Digital Experiences Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_enable_digital_experiences.htm&release=264.0.0&type=5)** Before creating your Alumni Portal site, you must enable Digital Experiences. - **[Alumni Portal Site Creation](https://help.salesforce.com/s/articleView?id=service.es_ap_site_creation.htm&release=264.0.0&type=5)** Employee Service uses the Alumni Portal template to package pages and components for the Alumni Portal site. The Alumni Portal template streamlines the setup and implementation of your site. - **[Create an Alumni Sharing Set](https://help.salesforce.com/s/articleView?id=service.es_ap_create_an_alumni_sharing_set.htm&release=264.0.0&type=5)** Create a sharing set for alumni users. - **[Assign Members to Alumni Portal](https://help.salesforce.com/s/articleView?id=service.es_ap_assign_members_to_alumni_portal.htm&release=264.0.0&type=5)** Give users who are assigned your alumni profile access to Alumni Portal. - **[Activate Alumni Portal](https://help.salesforce.com/s/articleView?id=service.es_ap_activate_alumni_portal.htm&release=264.0.0&type=5)** Complete the Alumni Portal setup by activating it. - **[Configure the Employee Portal Service Catalog Component](https://help.salesforce.com/s/articleView?id=service.es_ap_configure_service_catalog_component.htm&release=264.0.0&type=5)** On the Alumni Portal site, customize the Service Catalog page by configuring the Employee Portal Service Catalog component. Alumni use this component to submit service requests. - **[Configure the Navigation Tiles Component](https://help.salesforce.com/s/articleView?id=service.es_ap_configure_the_navigation_tiles_component.htm&release=264.0.0&type=5)** The Home page in Alumni Portal contains the Navigation Tiles component. The component enhances the navigation experience in Alumni Portal by presenting the available actions in a user-friendly and visually engaging manner. - **[CMS Collection Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_cms_collection_set_up.htm&release=264.0.0&type=5)** Keep your alumni up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your alumni can click an item to learn more about it. - **[Salesforce Knowledge Enablement](https://help.salesforce.com/s/articleView?id=service.es_ap_salesforce_knowledge_enablement.htm&release=264.0.0&type=5)** Employee Service uses Salesforce Knowledge to help alumni access knowledge articles in Alumni Portal. Your alumni can read the articles to find answers and solutions to their issues. - **[Setting Sharing Defaults](https://help.salesforce.com/s/articleView?id=service.es_ap_set_sharing_defaults.htm&release=264.0.0&type=5)** Set the baseline record access for your alumni users. - **[Alumni Directory Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_alumni_directory_set_up.htm&release=264.0.0&type=5)** Set up Alumni Directory to enable your alumni to view the profiles of other alumni and connect with them. Alumni can choose to not share contact details. - **[Create a Role for Alumni User Registration](https://help.salesforce.com/s/articleView?id=service.es_ap_create_role_alumni_user_registration.htm&release=264.0.0&type=5)** Create a role and assign it to the admin user. With the role assigned, you can add the Customer Community Plus Add-On license to the org. - **[Set Up an Account Contact Relationship](https://help.salesforce.com/s/articleView?id=service.es_ap_set_up_account_contact_relationship.htm&release=264.0.0&type=5)** The account contact relationship associates an alumni record with the original employee record. The relationship helps you easily access the alumni record's parent record to see the employee details. - **[Alumni Profile Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_alumni_profile_set_up.htm&release=264.0.0&type=5)** Set up the Alumni Profile component to enable your alumni to view and edit their own profile. - **[Email-to-Case Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_email_to_case_set_up.htm&release=264.0.0&type=5)** Enable your alumni to submit cases through emails. Email-to-case automatically creates cases from emails. Alumni can seek support without logging in to the Alumni Portal site. - **[Web-to-Case Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_web_to_case_set_up.htm&release=264.0.0&type=5)** Let your alumni submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, alumni can seek support without logging in to the Alumni Portal site. - **[Embedded Messaging Set Up](https://help.salesforce.com/s/articleView?id=service.es_ap_embedded_messaging_set_up.htm&release=264.0.0&type=5)** Configure Embedded Messaging in the Alumni Portal site to help your alumni get instant help and case statuses by chatting with a bot or a service representative. - **[Notifications Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_notifications_set_up.htm&release=264.0.0&type=5)** Keep alumni informed about important updates through notifications. Timely notifications enable alumni to quickly act on urgent issues. # Alumni Portal Site Creation Employee Service uses the Alumni Portal template to package pages and components for the Alumni Portal site. The Alumni Portal template streamlines the setup and implementation of your site. ### Required Editions
View supported editions.
The Alumni Portal template provides out-of-the-box self-service features that enable your alumni to quickly and efficiently network and seek help with service tickets and cases. Create your Alumni Portal site by using a wizard that helps you choose the Alumni Portal template. See [Create an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&type=5&language=en_US). After creating the site, use Experience Builder to build and customize the site.[See Customize Sites with Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_designer_overview.htm&type=5&language=en_US). # Alumni Profile Setup Set up the Alumni Profile component to enable your alumni to view and edit their own profile. ### Required Editions
View supported editions.
See the Set Up the Alumni Profile Page section in [Set Up Your Alumni Community](https://help.salesforce.com/s/articleView?id=sfdo.ec_set_up_your_alumni_community.htm&language=en_US). # Alumni Services with Alumni Portal As an alumnus, use the Alumni Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and network with alumni. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your profile information. ### Required Editions
View supported editions.
The features of Alumni Portal are packaged within several pages that are made up of components. The key pages available in Alumni Portal are: - Home - Knowledge Center - Service Catalog - My Cases - My Profile - Alumni Directory - **[Alumni Portal Features](https://help.salesforce.com/s/articleView?id=service.es_ap_home_page.htm&release=264.0.0&type=5)** After logging in, the Home page of Alumni Portal provides an overview of the website and easy access to the key pages of the website. - **[Manage Your Profile Details](https://help.salesforce.com/s/articleView?id=service.es_ap_manage_your_details.htm&release=264.0.0&type=5)** In Alumni Portal, view and update your profile details on the My Profile page. You can also control whether your profile is visible to other alumni. - **[Refer to Knowledge Articles to Resolve Issues](https://help.salesforce.com/s/articleView?id=service.es_ap_finding_answers.htm&release=264.0.0&type=5)** Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available. - **[Raise Service Requests](https://help.salesforce.com/s/articleView?id=service.es_ap_raise_service_requests.htm&release=264.0.0&type=5)** Request for alumni services from the Service Catalog page. - **[Manage Cases](https://help.salesforce.com/s/articleView?id=service.es_ap_manage_cases.htm&release=264.0.0&type=5)** As alumni, view, search, and create cases on the My Cases page. # Amazon Connect IAM Roles and Provisioning Policies for Salesforce Voice To integrate natively with Amazon Connect, Salesforce Voice comes with Amazon Connect artifacts, including IAM roles and provisioning policies. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
Before analyzing the Salesforce Voice IAM Roles and Policies matrix, review the prerequisite steps for Salesforce Voice with Partner Telephony from Amazon Connect and review the resource details. You can find the latest SCVProvisioningPolicy.json at [https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam\_policies/SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json). The matrix in this document describes the IAM policies and roles. If you operate in the public sector domain in the US but uses the commercial AWS account, you can use the same [SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) file. But, if you operate in the public sector domain in the US and uses the AWS GovCloud region, use the `SCVGovProvisioningPolicy.json` file available on [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/iam_policies). ## AWS IAM Role To enable a trusted relationship with the Salesforce Management AWS account, create an Identity and Access Management (IAM) role during setup. Using this role, Salesforce configures artifacts in your Amazon Connect instance that are required for Service Cloud Voice. These resources are nondestructive IAM permissions, such as resetPassword and delete and deactivate roles. To define access, add policies to the IAM role. The requirements for this role are based on these principles. - Following the principle of least privilege, we granted this role the minimum level of permissions needed to perform its job. - We built enough flexibility into this role to add new features and enhancements in the future. - To reduce the footprint, all permissions and restrictions are included in one IAM role policy: SCVProvisioningPolicy.json. - This role includes only the permission to the services required by Service Cloud Voice. - To mitigate security risk associated with Salesforce Voice Provisioning Service, add an IAM permissions boundary. See [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US). ## AWS IAM Role for GovCloud If you operate in the public sector domain in the US and uses the AWS GovCloud region, use the `SCVGovProvisioningPolicy.json` file available on [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/iam_policies). The value of GOV prod MPA account ID must be `383319876315`. If you operate in the public sector domain in the US but uses the commercial AWS account, you can use the general [SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) file. ## Wildcard Access The `WildcardAccess` section lists all resources that have wildcard-service actions and wildcard-resource access. The ds (directory service) and logs (cloud watch logs) policies require wildcard access for provisioning and run-time actions. ![WildcardAccess section of Amazon Connect policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_policy_wildcardaccess.png) The Lambda service also has wildcard actions. ![Lambda service in Amazon Connect policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_policy_Lambda.png) ## Event Access The `EventAccess` section defines who has access to the events. Only the Lambda functions in the `Resource` section have access to events. ![Lambda service in Amazon Connect policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_policy_EventAccess.png) ## LambdaEventSourceAccess The `LambdaEventSourceAccess` section lists which Lambda functions can act on an event triggered by AWS resources. You can map only the specified Lambda functions to event sources. For example, you can map the CTRStream event source to `CTRDataSyncFunction` and the S3 event source to `VoiceMailAudioProcessingFunction`. ![Lambda service in Amazon Connect policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_policy_LambdaEventSourceAccess.png) ## LambdaAccess The `LambdaAccess` section imposes resource-based restrictions on Lambda access. To prevent unwanted access to user-defined Lambda functions, Salesforce provisions and works only with the specified Lambda functions. ![Lambda service in Amazon Connect policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_policy_LambdaAccess.png) ## S3Write The `S3Write` section defines the policy for the S3-related actions. Service Cloud Voice Provisioning Service creates two S3 buckets for your Salesforce org. One bucket stores the conversation audio recording files. The second stores all AWS activity captured by the CloudTrail service. The IAM Policies and Roles Matrix in this page references S3 buckets that are required to download Lambda function code and layer code.  ## ResourceBasedAccess The `ResourceBasedAccess` section grants wildcard access to the actions of different services. This section lists the resource regular expressions (regexes) that are required only for the Salesforce Voice Provisioning Service. These resources are in your AWS account with ID `AWS_ACCOUNT_ID`. ## IAMAccess Salesforce Voice Provisioning Service creates Lambda functions. Some functions are application-specific, such as pausing and resuming call recordings, and generating presigned S3 credentials for playing back audio recordings. All these functions use the IAM role and are based on Salesforce infrastructure security. Salesforce Voice adds required actions on IAM roles. The IAM role that you create grants access only to those IAM role resources that Salesforce Voice requires. They’re nondestructive IAM permissions, such as resetPassword and delete and deactivate roles. ## CloudformationAccess The `CloudformationAccess` section lists all AWS CloudFormation actions that Salesforce Voice requires. Salesforce Voice provisions two Cloudformation stacks. One stack is in the us-east-1 region and sets up AWS account-level infrastructure, such as IAM Roles, Identity Provider, and CloudTrail. The other stack is in the contact center region of your choice. This CloudFormation access is constrained by the resource-level restrictions. ## ConnectAccess The `ConnectAccess` section grants fine-grained Amazon Connect permissions that are required to operate the contact center. ## IAM Policies and Roles Matrix During provisioning, these IAM policies and roles are created automatically in your AWS account.
Policies Managed by Salesforce Voice
Policy Permission Description
SCVSSMAccessPolicy

Action: 

ssm:GetParameter*
ssm:PutParameter
ssm:DeleteParameter*

Resource: 

arn:aws:ssm:*:${AWS::AccountId}:parameter/*-salesforce-*
arn:aws:ssm:*:${AWS::AccountId}:parameter/*-scrt-jwt-auth-private-key
This policy controls access to SSM keys created by Salesforce Voice.
SCVLambdaAccessPolicy

Action: 

lambda:InvokeFunction
lambda:InvokeAsync
lambda:ListFunctions
lambda:AddPermission
lambda:RemovePermission

Resource: 

VoiceMailTranscribeFunction
ContactLensProcessorFunction
kvsTranscriber
kvsConsumerTrigger
InvokeTelephonyIntegrationApiFunction
ContactLensProcessorFunction
ContactLensConsumerFunction
CTRDataSyncFunction
InvokeSalesforceRestApiFunction
AuthKeysSSMUtilFunction
HandleContactEventsFunction
CustomSSMFunction
RealtimeAlert
ConnectConfigurationFunction
S3BucketPolicyConfigurationFunction
S3BucketPolicyConfigurationFunction
S3BucketEventBridgeConfigurationFunction
TDGConfigurationFunction
VoiceMailAudioProcessingFunction
VoiceMailTranscribeFunction
VoiceMailPackagingFunction
This policy controls access to the Lambda functions created by Service Cloud Voice.
SCVKMSAccessPolicy

Action: 

kms:CreateGrant
kms:DescribeKey
kms:ListAliases
kms:RetireGrant
kms:Decrypt
Resource:
alias/aws/kinesisvideo
alias/aws/lambda
alias/aws/ssm
Action:
kms:CreateGrant
kms:DescribeKey
kms:ListAliases
kms:RetireGrant
kms:Decrypt

Resource: 

KMS keys tagged with resourceOwner:scv
 This policy controls access to KMS keys created by Salesforce Voice.
SCVAmazonConnectAccessPolicy

Action: 


"connect:Get*",
"connect:List*",
"connect:Search*",
"connect:Describe*",
"connect:AssociateApprovedOrigin",
"connect:AssociateInstanceStorageConfig",
"connect:AssociateLambdaFunction",
"connect:AssociatePhoneNumberContactFlow",
"connect:AssociateQueueQuickConnects",
"connect:AssociateRoutingProfileQueues",
"connect:AssociateTrafficDistributionGroupUser",
"connect:CreateContactFlow",
"connect:CreateInstance",
"connect:CreateHoursOfOperation",
"connect:CreateContactFlowModule",
"connect:CreateQueue",
"connect:CreateQuickConnect",
"connect:CreateRoutingProfile",
"connect:CreateTrafficDistributionGroup",
"connect:CreateUser",
"connect:ReplicateInstance",
"connect:StartOutboundVoiceContact",
"connect:TagResource",
"connect:UpdateTrafficDistribution",
"connect:UpdateQuickConnectName",
"connect:UpdateInstanceAttribute",
"connect:UpdateHoursOfOperation",
"connect:UpdateQueueName",
"connect:DeleteQueue",
"connect:DeleteUser",
"connect:DisassociateLambdaFunction",
"connect:DisassociateApprovedOrigin",
"connect:DisassociateQueueQuickConnects",
"connect:DisassociateTrafficDistributionGroupUser"
This policy controls access to your Amazon Connect instances.
InvokeSalesforceRestApiFunctionRolePolicy

Action: 


"ssm:Describe*",
"ssm:Get*",
"ssm:List*",
"ssm:Put*",
"lambda:*"
This policy controls access to the Salesforce REST API.
CTRDataSyncFunctionRolePolicy

Action: 


"kinesis:DescribeStream",
"kinesis:DescribeStreamSummary",
"kinesis:GetRecords",
"kinesis:GetShardIterator",
"kinesis:ListShards",
"kinesis:ListStreams",
"kinesis:SubscribeToShard",
"kms:Decrypt",
"logs:CreateLogGroup",
"logs:CreateLogStream",
"logs:PutLogEvents",
"lambda:InvokeFunction"

Resource: 

"CTRStream",
"ContactLensStream"
This policy controls access to the contact record and Contact Lens streams created by Salesforce Voice. If you use an Amazon Connect instance integrated by Salesforce when you set up Salesforce Voice, Salesforce also controls access to the customer-configured contact record stream.
SCVSecretsManagerAccessPolicy

Action: 


secretsmanager:GetSecretValue  
secretsmanager:DescribeSecret  
secretsmanager:UpdateSecret    
secretsmanager:CreateSecret

Resource: 

arn:${AWS::Partition}:secretsmanager:*:${AWS::AccountId}:secret:*-salesforce-*
 This policy controls access to Salesforce org and cert details in AWS Secrets Manager.
Roles | Role Name | Role Description | | --- | --- | | `SCVKvsTranscriberRoleResource` | The `kvsTranscriber` Lambda function uses this role and Telephony Integration API to send transcription data based on Amazon Connect's video stream. See [Create a Transcript](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_voicecalls_transcript.htm). | | `SCVProvisioningRole` | A Service Cloud user uses this role to perform provisioning functions, such as creating and updating the contact center via Salesforce Voice Provisioning Service. | | `SCVHandleContactEventsFunct` | The `HandleContactEventsFunction` Lambda function uses this role to clear Pending Service Routing requests when Amazon Connect publishes customer disconnect events. | | `SCVContactDataSyncFunctionRole` | The Contact Data Sync Lambda function uses this role to invoke backfill transcripts from the Contact Lens. | ## IAM Roles with Policies Created by Salesforce Voice Provisioning Service With the exception of a few IAM roles, Salesforce Voice Provisioning Service creates the IAM roles at runtime. The Provisioning Service creates the SCVIDPLambdaRole, SCVAmazonConnectManagementRole, SCVConnectConfiguratorLambdaRole roles during setup.
SCV-Managed Policies
Role Name Policy Description
SCVCTRDataSyncFunctionRole

AWSLambdaBasicExecutionRole

AWSLambdaKinesisExecutionRole

SCVKMSAccessPolicy

SCVKinesisDataStreamAccessPolicy

 The CTRDataSyncFunction Lambda function uses this role to invoke Update Voice Call API. See Update a Voice Call Record.
SCVPostCallAnalysisTriggerFunctionRoleResource

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

SCVKMSAccessPolicy

SCVLambdaAccessPolicy

SCVAmazonConnectAccessPolicy

s3:GetObject

s3:GetBucketNotification

SCVSecretsManagerAccessPolicy

 The PostCallAnalysisTriggerFunction Lambda function uses this role to send analytics events after the voice call ends to persist Contact-Lens-generated intelligence signals.
SCVInvokeTelephonyIntegrationApiFunctionRole

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

SCVSecretsManagerAccessPolicy

 The InvokeTelephonyIntegrationApiFunction Lambda function uses this role and CreateVoiceCall API to create Salesforce Voice calls. See Create a Voice Call Record.
SCVInvokeSalesforceRestApiFunctionRole

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

SCVSecretsManagerAccessPolicy

 The InvokeSalesforceRestApiFunction Lambda function uses this role to perform REST API operations.
SCVSSMLambdaExecutionRole

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

SCVSecretsManagerAccessPolicy

 Salesforce Voice Provisioning Service uses this role to create "Systems Manager" -- "Parameter Store" -- "Secure String" typed parameters.
SCVS3Role

"s3:GetObject"

"kms:Decrypt"

"s3:ListBucket"

 After voice calls are stored in the AWS S3 bucket, a rep can play the recorded voice calls in Salesforce. Salesforce uses this role to gain access in the AWS S3 bucket and play voice call recordings.
SCVKvsTranscriberRole

AWSLambdaBasicExecutionRole

SCVKMSAccessPolicy

SCVSSMAccessPolicy

"transcribe:DeleteTranscriptionJob"

"transcribe:DeleteMedicalTranscriptionJob"

"transcribe:GetTranscriptionJob"

"transcribe:GetMedicalTranscriptionJob"

"transcribe:GetVocabulary"

"transcribe:GetMedicalVocabulary"

"transcribe:GetVocabularyFilter"

"transcribe:ListTranscriptionJobs"

"transcribe:ListMedicalTranscriptionJobs"

"transcribe:ListVocabularies"

"transcribe:ListMedicalVocabularies"

"transcribe:ListVocabularyFilters"

"transcribe:StartStreamTranscription"

"transcribe:StartMedicalStreamTranscription"

"transcribe:StartTranscriptionJob"

"transcribe:StartMedicalTranscriptionJob"

"kinesisvideo:Describe*"

"kinesisvideo:Get*"

"kinesisvideo:List*"

"connect:UpdateContactAttributes"

SCVSecretsManagerAccessPolicy

 The kvsTranscriber Lambda function uses this role and Telephony Integration API to send transcription data based on the Amazon Connect's video stream. See Create a Transcript.
SCVKvsConsumerTriggerRole

AWSLambdaBasicExecutionRole

SCVLambdaAccessPolicy

 The kvsConsumerTrigger Lambda function uses this role to trigger the KVSTranscriber Lambda function to invoke and process the Kinesis video stream.
SCVContactLensConsumerFunctionRole

AWSLambdaBasicExecutionRole

AWSLambdaKinesisExecutionRole

SCVKMSAccessPolicy

SCVKinesisDataStreamAccessPolicy

SCVLambdaAccessPolicy

SCVSSMAccessPolicy

SCVSecretsManagerAccessPolicy

 The ContactLensConsumerFunction Lambda function uses this role to enable real-time transcription from Contact Lens.
SCVIDPLambdaRole

"iam:*SamlProvider"

AWSLambdaBasicExecutionRole

 The ProviderCreator Lambda function uses this role to create "IAM" -- "Identity Provider," where Salesforce serves as the identity provider. Salesforce Voice Provisioning Service creates this Lambda resource.
SCVAmazonConnectManagementRole

AWSLambdaBasicExecutionRole

SCVKinesisDataStreamAccessPolicy

SCVKMSAccessPolicy

SCVAmazonConnectAccessPolicy

 Salesforce Voice Provisioning Service uses this role to perform Amazon Connect configuration tasks, such as creating and removing users, routing profiles, queues, and quick connects.
SCVConnectConfiguratorLambdaRole

AWSLambdaBasicExecutionRole

SCVAmazonConnectAccessPolicy

SCVKMSAccessPolicy

SCVKinesisDataStreamAccessPolicy

SCVLambdaAccessPolicy

"s3:ListAllMyBuckets"

"s3:GetBucketLocation"

"s3:GetBucketAcl"

"s3:CreateBucket"

"iam:PutRolePolicy"

"ds:DescribeDirectories"

 The ConnectConfigurationFunction Lambda function uses this role to execute the API call on the Amazon Connect instance. This role is used to perform Amazon Connect management and configure the Amazon Connect instance. Salesforce Voice Provisioning Service creates this Lambda function.
SCVTrailLogGroupRole

"logs:CreateLogStream"

"logs:PutLogEvents"

The scvCloudTrail service uses this role to produce all event record data and write it to the S3 Bucket for CloudTrail.

  • For Salesforce Voice with Partner Telephony from Amazon Connect, the bucket name is scv-${AWS::AccountId}-byoa-cloudtrail.
  • For Salesforce Voice, the bucket name is scv-${AWS::AccountId}-cloudtrail.
SCVVoiceMailAudioProcessingRole

AWSLambdaBasicExecutionRole

AmazonKinesisVideoStreamsReadOnlyAccess

SCVKinesisDataStreamAccessPolicy

SCVLambdaAccessPolicy

"s3:GetObject"

"s3:PutObject"

"s3:PutObjectTagging"

 The VoiceMailAudioProcessing Lambda function uses this role to process contact record Kinesis Data Stream and capture voicemail recording files.
SCVVoiceMailPackagingRole

AWSLambdaBasicExecutionRole

SCVLambdaAccessPolicy

SCVSSMAccessPolicy

"connect:UpdateContactAttributes"

"s3:GetObject"

"s3:PutObject"

"s3:GetObjectTagging"

"s3:PutObjectTagging"

"transcribe:DeleteTranscriptionJob"

"transcribe:GetTranscriptionJob"

"transcribe:ListTranscriptionJobs"

 The VoiceMailPackagingFunction Lambda function uses this role to call contact record and execute OmniFlow API to enable voicemail functionality.
SCVVoiceMailTranscribeRole

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

"transcribe:DeleteTranscriptionJob"

"transcribe:DeleteMedicalTranscriptionJob"

"transcribe:GetTranscriptionJob"

"transcribe:GetMedicalTranscriptionJob"

"transcribe:GetVocabulary"

"transcribe:GetMedicalVocabulary"

"transcribe:GetVocabularyFilter"

"transcribe:ListTranscriptionJobs"

"transcribe:ListMedicalTranscriptionJobs"

"transcribe:ListVocabularies"

"transcribe:ListMedicalVocabularies"

"transcribe:ListVocabularyFilters"

"transcribe:StartStreamTranscription"

"transcribe:StartMedicalStreamTranscription"

"transcribe:StartTranscriptionJob"

"transcribe:StartMedicalTranscriptionJob"

"connect:UpdateContactAttributes"

"s3:GetObject"

"s3:PutObject"

"s3:GetObjectTagging"

"s3:PutObjectTagging"

 The VoiceMailTranscribeFunction Lambda function uses this role to process voicemail recording files and transcribe voicemails.
SCVRealtimeAlertRole

AWSLambdaBasicExecutionRole

SCVSSMAccessPolicy

SCVLambdaAccessPolicy

"connect:Get*"

"connect:Describe*"

"connect:List*"

 The RealtimeAlert Lambda function uses this role and REST API to create Service Cloud Voice real-time alerts. REST API publishes RealtimeAlertEvent events. See RealtimeAlertEvent.
SCVHandleContactEventsRole

AWSLambdaBasicExecutionRole

LambdaManagedPolicyResource

 The HandleContactEventsFunction Lambda function uses this role to clear Pending Service Routing requests when Amazon Connect publishes customer disconnect events.
[ContactCenter]-SAMLRole 
{
"Action": "connect:GetFederationToken",
"Resource": [
"arn:aws:connect:*:403503132786:instance/83ccfc13-d248-4768-af7c-9970643cb520/user/${aws:userid}"
],
"Effect": "Allow",
"Sid": "ConnectSSOPolicySid"
}
 Amazon Connect uses this role after a user is authenticated into AWS using SAML protocol for rep and supervisor single sign-on. After the user is authenticated, Amazon Connect establishes a session based on the user's security profile.
[ContactCenter]-ConnectCallRole 
{
"Action": [
"connect:SuspendContactRecording",
"connect:ResumeContactRecording"
],
"Resource": "arn:aws:connect:*:AWS ACCOUNT NUMBER :instance/AMAZON CONNECT INSTANCE ID/contact/*",
"Effect": "Allow",
"Sid": "ConnectCallRoleSid"
}
A Service Cloud user uses this role to stop and resume call recordings.
SCVRetentionPeriodFunctionRole

AWSLambdaExecute

AWSLambdaBasicExecutionRole

"logs:CreateLogStream"

"logs:PutRetentionPolicy"

"logs:CreateLogGroup"

"logs:PutLogEvents"

"logs:DescribeLogGroups"

 The RetentionPeriodFunction Lambda function uses this role to clean up CloudWatch logs that are older than 120 days.
SCVTenantBucketWriteAccessRole

s3:PutObject

s3:PutObjectTagging

s3:GetObject

s3:ListBucket

 This role allows Salesforce to store and access objects in the voicemailmessages bucket of the S3BucketForTenantResources.
SCVSecretConfiguratorLambdaRole

SCVSecretsManagerAccessPolicy

SecretsManagerManagedPolicy

SSMManagedPolicy

KMSManagedPolicy

 The SecretConfiguratorFunction Lambda function uses this role to create and update secrets in AWS Secrets Manager.
## Permission Boundary Some resources have wildcard access and service actions. To set up tighter access, create permission boundaries. - **[Contact Center Health Check Stack](https://help.salesforce.com/s/articleView?id=service.voice_health_check_policy.htm&release=264.0.0&type=5)** The health check stack creates specific Identity and Access Management (IAM) roles and policies for the contact center in your AWS account. These resources provide the necessary permissions for the health check Lambda function to analyze your contact center configuration and generate a diagnostic report. #### See Also - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") - [Use a New Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_new_byoa.htm&type=5&language=en_US) # Analytics for Agentforce IT Service Monitor performance, identify trends, and make data-driven decisions with Agentforce IT Service Analytics Dashboards. These Tableau-powered dashboards give your IT leaders and service teams the data they need for continuous improvement. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
- **[Set Up Agentforce IT Service Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_setup_tableau_dashboards.htm&release=264.0.0&type=5)** Set up Agentforce IT Service Analytics Dashboards to visualize IT service performance metrics. - **[Agentforce IT Service Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_use_agentic_it_service_analytics_dashboards.htm&release=264.0.0&type=5)** Gain valuable insights and enhance decision-making for your IT leaders and teams with the Agentforce IT Service Intelligence app. Access the dashboards, such as incident, change, knowledge, and so on, to address key Agentforce IT Service Analytics use cases. Improve overall IT operations and efficiency by leveraging comprehensive analytics solutions. # Analytics for Customer Signals Intelligence The analytics app provides a comprehensive set of dashboards for customer service agents and managers. These dashboards analyze customer experiences across various channels and locations, highlight key contact reasons, identify customers who need attention, and offer data-driven insights to improve understanding of customer needs and preferences. ### Required Editions
Available in: Lightning Experience
To view and analyze data, use either the CRM Analytics app or the Tableau Next app. We recommend that you use the Tableau Next app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note If you’re already using the CRM analytics app and move to the Tableau Next app, you can’t go back to using CRM analytics. - **[Set up Tableau Next Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.csi_setup_tabnxt.htm&release=264.0.0&type=5)** Install Tableau Next analytics dashboards to look at how customers interact with your company across different ways. - **[Use Tableau Next Customer Signals Intelligence Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_tableau_next_dashboards.htm&release=264.0.0&type=5)** Gain a comprehensive analysis of customer engagement across channels based on customer sentiment, key phrases, contact reasons, and location. Use the new analytics dashboards to monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time. Gain insights into the sentiment of interactions by each service reps and identify customers that need attention based on their engagement frequency and sentiment score. - **[Set Up CRM Analytics](https://help.salesforce.com/s/articleView?id=service.concept_cxi_analytics_setup.htm&release=264.0.0&type=5)** Give your team access to Customer Signals Intelligence Analytics dashboards to analyze and optimize customer interactions. To access latest features and enhancements, we recommend that you use Tableau Next analytics. - **[Set Up Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_self_learning_knowledge.htm&release=264.0.0&type=5)** Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information. # Analyze Abandoned Customer Interactions Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management. ### Required Editions
View supported editions.
A call is‌ considered abandoned if a customer disconnects the call under specific customer and sales rep interaction conditions. A customer interaction is considered abandoned if any of the following conditions are met. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The Abandoned Agent Work status is available only in Enhanced Omni-Channel. - The customer starts a conversation. The work is assigned to a service rep, but the customer disconnects (ends chat/ hangs up) before the service rep accepts the work. - The customer starts a conversation, but no service reps or agents are available and the customer disconnects. - The customer starts a conversation. The work is assigned to a service rep who accepts it, but then transfers the call to another service rep. The customer disconnects before the second service rep accepts the call. - A service rep declines the work, and the work is rerouted to a different service rep. If the customer disconnects before the second service rep picks up, the call is considered abandoned. A call isn't considered abandoned if any of the following conditions are met. - A service rep accepts the work, and the customer disconnects. - A service rep accepts the work. There are technical issues during the conversation, for example: issues with voice streaming or network problems. The service rep or customer can’t hear each other and the call disconnects. It's not considered an abandoned interaction because the service rep accepted the work. - The customer chooses to leave a voicemail or opts for a callback while waiting in the queue, and then disconnects. These scenarios are treated similarly to being answered by a bot. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The abandoned voice call log is updated in an asynchronous fashion depending on when the telephony vendor updates the voice API call operation. You can check the number of abandoned calls in the Omni Channel Wallboard. In the **Omni Channel Wallboard** include the field **Agent Work Status**. Abandoned calls are shown in the **Abandoned** row. ![Agent Work Status window showing the abandoned customer interactions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_abandonedwork1.png) You can create comprehensive reports on abandoned calls by combining Messaging Sessions or Voice records with Agent Work records. These reports will provide insights into when abandoned interactions occur in relation to messaging sessions or voice interactions. # Analyze Call Recordings for Insights Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
## Start Using Einstein Conversation Insights 1. From Setup, in the Quick Find box, enter Einstein Conversation Insights, and select **General Settings** under Einstein Conversation Insights. 2. Turn on the feature. Conversation Insights Readiness can take some time to switch to Ready to use. Continue with the next steps in the meantime. 3. Connect a recording provider. Amazon Connect can be connected if Salesforce Voice with Amazon Connect is enabled, and Sales Dialer can be connected if Sales Dialer is enabled. You can disable or update your chosen recording provider at any time. 4. Click **Add Assignments** to give users—typically, managers or supervisors—access to the Conversation Insights dashboard and daily insight summary emails. ## Choose Insights to Focus On Let Conversation Insights know which keywords to look for in call recordings. When a call participant utters a keyword, it’s flagged so reviewers can quickly jump to its location in the recording. If you’re focusing on service calls, customize your keywords to understand, among other things: - How reps describe your products - What questions customers ask about your products - Which competitors come up in conversations, and how often - How reps talk about common customer issues - Which factors contribute to a successful support call 1. On the same General Settings page in Setup, click **Set Up** to set up your call insights. Or, in the Quick Find box, enter Call Insights and select **Call Insights**. 2. Einstein Conversation Insights comes with two out-of-the-box keyword categories, or insights: one for identifying product mentions, and one for competitor mentions. Click **Product Mentioned** to customize it. - Add up to 25 products that are likely to come up in support calls. - Under Category, choose the category of calls to scan for the keywords: sales, service, or both. - Optionally, specify which side of conversation to analyze (Said By). - Activate and save the insight. When Einstein Conversation Insights processes call recordings, it looks only for keywords from active insights. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce also provides several automatic service insights that can’t be customized, such as Escalation, Payments, and Attrition Mentioned. You can view them on the Automatic tab of the Call Insights page. 3. Click the **Competitor Mentioned** insight and repeat the previous step, listing any competitor names that can arise in calls. 4. Optionally, click **New Custom Insight** to define more insights. For each custom insight, add keywords, choose one or more categories, and optionally, select a speaker. Then, activate and save it. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Custom insights are a great way to tailor Conversation Insights’ analysis to your business priorities and terminology. For example, use custom insights to identify calls in which callers mention issues related to delivery, billing, or compliance. ![Custom insight settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_custom_insight_example.png) ## View Einstein Conversation Insights Data After you set up your insights, start reviewing call trends and daily stats related to those insights. - **View individual call data:** Use the call audio player on the Voice Call record page to analyze conversations and review call specifics such as keyword mentions, speaker tracks, participants, and duration. - **View team-wide data:** Visit the Conversation Insights dashboard for a summary of your team’s calls. In the Service or Sales Console, click the Conversation Insights tab to view the dashboard. If a [role hierarchy](https://help.salesforce.com/articleView?id=platform.security_controlling_access_using_hierarchies.htm&type=5&language=en_US) is set up, Conversation Insights users also receive daily emails with call stats. In the Service Console, the dashboard shows only voice calls made by users with the Conversation Insights for Service permission set. For more tips on viewing and acting on insights data, see [Einstein Conversation Insights](https://help.salesforce.com/articleView?id=sales.call_coaching.htm&type=5&language=en_US). - **[Compare Einstein Conversation Insights for Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5)** If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the two features. ## Compare Einstein Conversation Insights for Sales and Service If you have Einstein Conversation Insights for Service, you also have Einstein Conversation Insights for Sales. Here’s a summary of the two features.
Topic Sales Service
How do users access it? Conversation Insights for Sales permission set OR Sales Engagement Conversation Insights permission set OR Einstein Conversation Insights Included permission set Conversation Insights for Service permission set
What does user access provide?
  • Access to the Conversation Insights dashboard in the Sales Console
  • Daily emails summarizing the team’s call insights
  • Insight data in the audio player on call records
  • Access to the Conversation Insights dashboard in the Service Console
  • Daily emails summarizing the contact center’s call insights
  • Insight data in the audio player on call records
Which recording providers can I use? Sales Dialer, Aircall, Amazon Connect, Dialpad, RingCentral Sales Dialer or Salesforce Voice with Amazon Connect
Which out-of-the-box insights are provided?

Standard insights:

  • Competitor Mentioned
  • Product Mentioned

Automatic insights (no configuration needed):

  • Challenges
  • Next Steps
  • Pricing
  • Trending
  • Longest Agent Monologue
  • Longest Customer Story

Generative Conversation Insights

Standard insights:

  • Competitor Mentioned
  • Product Mentioned

Automatic insights (no configuration needed):

  • Attrition Mentioned
  • Escalation
  • Trending
  • Longest Agent Monologue
  • Longest Customer Story
  • Payments
What are examples of custom insights I can create?

Discounts

Promotions

 Customer Issues
Which calls are analyzed for insights?

Sales call recordings are scanned for mentions of standard and custom sales insights.

A call is a sales call if the call owner has the Conversation Insights for Sales, Sales Engagement Conversation Insights, or Einstein Conversation Insights Included permission set. If they also have the Conversation Insights for Service permission set, it’s still considered a sales call. All video calls are considered sales calls.

An insight is a sales insight if Sales is selected in the Category field.

Service call recordings are scanned for mentions of standard and custom service insights.

A call is a service call if the call owner has the Conversation Insights for Service permission set.

An insight is a service insight if Service is selected in the Category field.

#### See Also - [Analyze Call Recordings for Insights](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5 "Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.") - [Einstein Conversation Insights](https://help.salesforce.com/articleView?id=sales.call_coaching.htm&type=5&language=en_US) - [Recording Providers](https://help.salesforce.com/articleView?id=sales.call_coaching_recording_providers.htm&type=5&language=en_US) # Analyze Conversation Transcript Data in Data 360 To review and analyze conversation data, use Data 360 to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging. Analyze transcripts with reports and dashboards in Data 360, zoom in to your data with Data Cloud API, and search for specific information by using Salesforce Object Query Language (SOQL) queries. ### Required Editions
Available in: Lightning Experience
This article applies to: Enterprise and Unlimited editions with Enhanced Messaging, Voice, or Unified Messaging
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note As of July 1, 2026, the [Analyze Conversation Transcript Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US) feature ingests enhanced messaging, voice call, and unified messaging transcripts into Data 360 on any schedule without consuming credits. The credit pause applies only to transcript data ingested with the out-of-the-box Analyze Conversation Transcript Data functionality. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - This feature isn't supported in Government Cloud. - This feature doesn't work if you migrate a Data 360-enabled org to another Point of Delivery (Pod). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note As of October 14, 2025, Data Cloud has been rebranded to Data 360. During this transition, you may see references to Data Cloud in our application and documentation. While the name is new, the functionality and content remains unchanged. To share transcript data with Data 360, enable transcript access in Setup. 1. [Turn On Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&language=en_US). 2. [Create Data 360 users and assign permissions](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_walkthrough.htm&language=en_US). 3. [Verify that the Salesforce Standard Data Model package](https://help.salesforce.com/s/articleView?id=ind.cg_data_cloud_verify_ssot.htm&language=en_US) is installed. This package gets automatically installed when Data 360 is provisioned for your org. If you don’t find this package, contact customer support. 4. [Install the Service Cloud Data Kit package](https://help.salesforce.com/s/articleView?id=data.c360_a_install_standard_data_bundles_powered_by_data_kits.htm&language=en_US). This package ‌is used for creating data streams. 5. Enable Data Governance [permissions](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_dc_obj_access.htm&type=5&language=en_US) for Conversation Transcript objects. 6. Ensure that you have the [Data 360 reporting](https://help.salesforce.com/s/articleView?id=data.rd_dc_reports_dashboards_create_standard_reports.htm&language=en_US) permissions. For help getting the required permissions assigned, contact Salesforce Support. ![installed\_packages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/installed_packages.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To check whether a package is installed, go to the Installed Packages page in Setup. Data 360 uses the default data space to house the conversation transcripts. After you enable transcript access, all users with access to the default data space can access the conversation transcripts. - **[Create Data Streams for Conversation Transcripts](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_data_streams.htm&release=264.0.0&type=5)** To analyze conversation transcripts, it’s important that you have conversation-related data in Data 360. To import this data, you can create data streams using Conversation, Conversation Participant, Participant, Messaging Session, Voice Call, Conversation Entry, and Related Records objects. Methods below describe how you can access these objects to get conversation-related data and create data streams. - **[Enable Data Governance Permissions for Conversation Transcript Objects](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_dc_obj_access.htm&release=264.0.0&type=5)** To customize access to Data 360 objects used in conversation transcripts, grant object access according to your chosen Data Governance policy. - **[Analyze Conversation Transcripts Using Data 360 Reports](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_reports.htm&release=264.0.0&type=5)** To analyze conversation transcripts, leverage Data 360 reporting. - **[Access Conversation Transcripts via a Companion Org](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_share_1.htm&release=264.0.0&type=5)** You can use Data 360 to access conversation transcripts from enhanced messaging channels, voice calls, and unified messaging. Create reports to learn from transcripts, zoom into your data with the Data Cloud API, and analyze your data using SOQL queries. Use this task to access conversation transcripts via a companion org that is connected to a home org with Data Cloud. You can also associate created Data Streams with any data space, not just the default one. - **[Analyze Conversation Transcripts Using Data 360 Public APIs](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api.htm&release=264.0.0&type=5)** As an alternative to Data 360 reports, analyze conversation transcripts using Data 360 public APIs. We’ve provided sample API requests and responses to help you get started. #### See Also - [Get Started with Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US) - [Learn About Data Analysis](https://help.salesforce.com/s/articleView?id=data.c360_a_business_intelligence_analytics.htm&type=5&language=en_US) - [Trailhead: Install a Data Kit](https://trailhead.salesforce.com/content/learn/modules/packaging-and-data-kits-in-salesforce-cdp/create-and-install-a-data-kit) - [Video: Data Kit Installation](https://www.youtube.com/watch?v=S8kwp4jyUPU) # Analyze Conversation Transcripts Using Data 360 Public APIs As an alternative to Data 360 reports, analyze conversation transcripts using Data 360 public APIs. We’ve provided sample API requests and responses to help you get started. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Connected app creation is restricted as of Spring ‘26. You can continue to use existing connected apps during and after Spring ‘26. However, we recommend using [external client apps](https://help.salesforce.com/s/articleView?id=xcloud.external_client_apps.htm&language=en_US) instead. If you must continue creating connected apps, contact Salesforce Support. See [New connected apps can no longer be created in Spring ‘26](https://help.salesforce.com/s/articleView?id=005228017&type=1&language=en_US) for more details. In the sample APIs, we're using [OAuth 2.0 Client Credentials Flow](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_oauth_client_credentials_flow.htm&type=5&language=en_US), which is one of the authentication flows available for [OAuth Authorization](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_oauth_flows.htm&type=5&language=en_US). 1. Verify that you completed the prerequisites listed in [Analyze Conversation Transcripts in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US), and that you [created data streams](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_data_streams.htm&type=5&language=en_US) for your conversation data. 2. Set up a connected app to obtain the authentication credentials. 1. From Setup, in the Quick Find box, enter External Client App and select **Settings** under External Client Apps. 2. Click **New Connected App**. 3. Click [Create a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_create.htm&type=5&language=en_US) and then click **Continue**. 4. Fill in the required detail, enable [Enable OAuth Settings](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_create_api_integration.htm&type=5&language=en_US), and then select the required [OAuth Scopes](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_oauth_tokens_scopes.htm&type=5&language=en_US). These OAuth scopes are required: - Manage Data Cloud profile (cdp\_profile\_api) - Manage User Data via APIs (api) - Perform ANSI SQL queries on Data Cloud data (cdp\_query\_api) 5. Under Enable OAuth Settings, enable **Enable Client Credentials Flow** and then click **Save**. 6. From Setup, in the Quick Find box, enter Manage Connected Apps and then select it. 7. Click **Edit** on the connected app, and under Client Credential Flow, look for your username to get access to the connected app. 3. Obtain an [access token](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_oauth_client_credentials_flow.htm&type=5&language=en_US). 4. [Exchange access token for Data 360](https://developer.salesforce.com/docs/atlas.en-us.c360a_api.meta/c360a_api/c360a_getting_started_with_cdp.htm) token. For example, see [Sample Data 360 Access Token Request and Response](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample2.htm&type=5&language=en_US). 5. Execute a [query](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample3.htm&type=5&language=en_US) using the Data 360 token as a bearer token. - **[Sample Request and Response for Access Token](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample1.htm&release=264.0.0&type=5)** This sample request lets you obtain the access token and uses client\_credentials as the grant\_type for org authentication. - **[Sample Exchange Access Token for Data 360 Token Request and Response](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample2.htm&release=264.0.0&type=5)** This sample request exchanges the access\_token value obtained from Sample Access Token Request and Response for dataCloudAuthToken. - **[Sample Request and Response for Executing SOQL Query](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample3.htm&release=264.0.0&type=5)** This sample request is a query that uses the Data 360 auth token (dataCloudAuthToken) and instance\_url obtained from Sample Exchange Access Token for Data 360 Token Request and Response to fetch the required data. #### See Also - [Access Tokens](https://help.salesforce.com/s/articleView?id=xcloud.remoteaccess_access_tokens.htm&type=5&language=en_US) - [Configure a Connected App for the OAuth 2.0 Client Credentials Flow](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_client_credentials_setup.htm&type=5&language=en_US) - [View and Rotate the Consumer Key and Consumer Secret of a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_rotate_consumer_details.htm&type=5&language=en_US) # Analyze Conversation Transcripts Using Data 360 Reports To analyze conversation transcripts, leverage Data 360 reporting. 1. Verify that you completed the prerequisites listed in [Analyze Conversation Transcripts in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US), and that you [created data streams](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_data_streams.htm&type=5&language=en_US) for your conversation data. 2. From the App Launcher, find and select **Data Cloud**. 3. Click the **Reports**‌ tab. If you don’t see the Reports tab, from the App Launcher, find and select Reports to create a Reports tab in Data Cloud. You need Data 360 reporting permissions to view the Reports tab. 4. Click **New Report**. 5. Under Category, click **Data Cloud** and then select **ConversationEntry** as the report type. ![create\_report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/create_report.png) 6. Click **Start Report**. 7. Click **Add column** to add columns that you want in the report. ![report\_columns](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/report_columns.png) 8. Click **Run**. The results are displayed in a tabular format. You can save the report with the desired name and also [export it](https://help.salesforce.com/s/articleView?id=analytics.reports_export.htm&type=5&language=en_US) in .xls, .csv, .xlsx formats with multiple character encoding formats. # Anomaly Correction (Missed Punches) Subagent Handles flagging and correcting timecard anomalies, such as missed punches, late arrivals, early departures, and missed meal breaks, or logging a new entry the employee forgot to punch. ### Required Editions
View supported editions.
User Permissions Needed
To enable agents in Salesforce:

Manage AI Agents AND Employee Service: Agentforce

OR

Customize Application
To build and manage HR service agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameAnomalyCorrectionMissedPunches
Included Agent ActionsCorrect Missed Punch
# Answer a Call Using a Softphone When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call. ### Required Editions
View supported editions.
User Permissions Needed
To answer calls with a softphone: Member of a call center
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). You can tell that you have an incoming call if you see a flashing red button and the words “Incoming Call,” “Incoming Transfer,” or “Incoming Conference” next to the name of a phone line in your softphone. Details about the call, if any, are displayed just above the **Answer** button, and typically include the phone number of the caller and the number that the caller dialed to reach you. When the caller's phone number can be matched with a number in an existing Salesforce record, a link to that record is also displayed. Likewise, if your call center prompts callers to enter an account number or other data before being connected with a representative, your softphone searches for records that contain that information and automatically displays links to matching results. To answer an incoming call, you can: - Click **Answer** in the softphone. - Use your physical phone set to pick up the call. When you answer a call, the Call Duration clock starts ticking, and your call center state is automatically set to Busy. If you do not answer the call, the system forwards it to another user and your call center state is automatically set to Not Ready for Calls. If your softphone supports multiple lines and you answer Line 2 while speaking on Line 1, Line 1 is automatically put on hold. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Screen pops are pages that display when incoming calls match the phone number of an existing Salesforce record. The following table describes when screen pops display (they can only display when your call center state is set to Ready for Calls): | Screen Pops On | Display | Don't Display | | --- | --- | --- | | Edit pages |   | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/checkmark.png) | | Detail pages | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/checkmark.png) |   | | Detail pages when inline editing is in use |   | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/checkmark.png) | | Edit pages and detail pages in the [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/checkmark.png) |   | | Outbound calls | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/checkmark.png) |   | - **[Create Call Logs in the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5)** Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report. - **[Put a Caller on Hold Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_holdcall.htm&release=264.0.0&type=5)** Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking. - **[Transfer a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_transfercall.htm&release=264.0.0&type=5)** Transfer a call to another call center user or to an external phone number. - **[Make a Conference Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_confcall.htm&release=264.0.0&type=5)** Initiate a conference call with another call center user or an outside phone number. - **[Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5)** End a call in Salesforce CRM Call Center. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Change Your Call Center State](https://help.salesforce.com/s/articleView?id=service.cti_changingstate.htm&release=264.0.0&type=5 "While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.") # Answer and Make Calls Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To answer and make calls and to view Voice records: Salesforce Voice Contact Center Rep permission set
The Phone component must be added to the Voice Call page layout. The Phone component displays on the page only when the rep is on a call. So that you don't unintentionally end a call, you receive a confirmation if you try to close a Voice Call record that has the Phone component. The Add Caller and Keypad buttons are available only on the Phone tab in the Omni-Channel utility. Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO). Don’t open Salesforce Voice in multiple browser tabs. Opening Voice in multiple tabs causes the rep's status to become out of sync. 1. In the Omni-Channel utility, set your availability (that is, your presence status) so you can make and receive calls. When you set your presence status and have an Amazon contact center, Salesforce uses single sign-on (SSO) to connect you to your company’s Amazon Connect instance. It can take a few seconds to complete the SSO. After SSO is completed, you can make and receive calls on the Phone tab in the Omni-Channel utility. 2. To answer a call, click the checkmark button. Depending on your telephony provider and configuration, each call can have a timeout period for answering the call. If you don’t answer the call in time, the call is marked as missed and routed to another rep. When you answer a call, the Omni-Channel utility shows a timer. If the call is routed using Amazon Connect routing, the timer shows the duration since you accepted the call. If the call is routed by an Omni-Channel flow, the timer shows the duration since the call was first enqueued in the telephony system, which can be seconds before you accept the call. For example, when you first answer a call, the timer can start at 10 seconds. If the phone tab shows a component reading "Dialing \_\_ : \_\_ : \_\_ | Inbound," it means the browser was refreshed while the call was assigned but not yet connected. It doesn’t mean another call was generated. 3. To dial an outbound call, enter the number that you want to call and click **Call**. You can also make outbound calls by clicking a phone number hyperlink in Agentforce Service (formerly Service Cloud). Avoid ambiguous phone number formatting by using country codes when dialing phone numbers or linking phone numbers from inbound calls. Use the E.164 format \[+\] \[country code\] \[subscriber number including area code\], for example, +12345678901. If an E.164 country code isn’t provided, Salesforce appends the country code specified in the call center settings. The lack of a country code can prevent Salesforce from locating records, such as contact records that are associated with the phone number. ![Outbound call in the Call Controls tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_outbound_call_v2.png) 4. To change the speaker or microphone you use to take calls, go to Omni-Channel settings and select the audio devices. Selections made in Omni-Channel settings don’t impact the default speaker or microphone of the system device. 5. Put the caller on hold by clicking the **Pause** button. When you’re ready to resume the call, click the **Play** button. ![Hold and Resume buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_hold.png) 6. To end the call, click the **X** button or click **End Call**. 7. Silence your line by clicking **Mute**. When you’re ready to speak, click the button again. 8. [Pause a call recording](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5 "Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.") by clicking **Recording**. To resume the recording, click the button again. 9. [Transfer the call or add another caller](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5 "Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call.") by clicking **Add Caller**. 10. Access a dial pad while on a call by clicking **Keypad**. The dial pad is useful for navigating a phone menu or an interactive voice response (IVR) system. 11. When you end your workday, log out of Omni-Channel by updating your presence status. Then log out of Salesforce and close the browser. When the rep logs out of Omni-Channel, their status is synced with Amazon Connect so that calls aren’t pushed to the rep. If you close the browser tab before logging out of Omni-Channel, the rep's status isn’t synced between Omni-Channel and Amazon Connect. Omni-Channel thinks the rep is offline, but Amazon Connect thinks the rep is still available and keeps pushing calls to them. You can also use keyboard shortcuts for quick call actions such as accept, mute, unmute, hang-up, or decline calls. See [Keyboard Shortcuts for Quick Controls](https://help.salesforce.com/s/articleView?id=service.omni_keyboard_shortcuts.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you use Salesforce Voice with Partner Telephony license, to comply with call handling regulations, your telephony provider can disable softphone options such as dial pad, phone book, or the end call option for a certain duration of the call cycle. Check with your telephony provider for more information. # Answer Questions with Generative Knowledge Answers Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response. ### Required Editions
Einstein generative AI is available in Lightning Experience. Setup for Einstein generative AI is available in Lightning Experience.
Available in: Enterprise, Performance, and Unlimited Editions with an Einstein for Sales, Einstein for Platform, or Einstein for Service add-on.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To use Generative Knowledge Answers with Einstein Bots, enable Lightning Knowledge, Data 360, and Agentforce Data Library. For the best results, add at least 10 knowledge articles to your knowledge base. Generative Knowledge Answers is available for enhanced bots only and isn't available in Governement Cloud. In addition to English, Generative Knowledge Answers is available for in French, German, Italian, Japanese, Portuguese, and Spanish in certain locales (beta). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Enhanced language support for Generative Knowledge Answers is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/) or a written Unified Pilot Agreement if executed by Customer, and the Non-GA Credit Consumption, Non-GA Gen AI, and the Non-GA Open AI LLM Provider terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion. Before editing your bot’s settings, deactivate the bot. Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to generate bot responses. Generative Knowledge Answers data sources and knowledge articles are indexed in Data 360. When a customer asks your bot a question that doesn’t match to a dialog, the agent action searches for relevant information by using the assigned data library’s search index and retriever. Then Agentforce generates a friendly message and delivers the AI-generated response to the bot. The bot sends the response as a message to the customer. When you use the Answer Questions with Knowledge action in a dialog, use the generated answer output from the action result when responding to users. Don’t use the raw knowledge search results because they don’t include the AI-generated response and can return only supporting data or instructions. Generative Knowledge Answers is powered by a large language model (LLM). Since LLMs are nondeterministic, and user input is enhanced with context from the conversation, the bot's responses can vary for the same input. To get the most out of Generative Knowledge Answers, ask the bot detailed questions with at least two words. 1. From the Einstein Bots Setup page, click the name of your bot to open the Bot Builder. Then, from the Bot Builder, select **Overview**. 2. To enable Knowledge for the bot, go to the Settings section and edit Knowledge. Then select **Use features that intelligently search for knowledge articles with this bot**. 3. For the Knowledge feature, select **Answer Questions with Knowledge**. 4. By default, Generative Knowledge Answers grounds its response on all knowledge records and fields. To limit the information that the response is grounded on, select **Custom Knowledge records and fields**. Then select a data library. 1. To create a data library, click **Go to Agentforce Data Library Setup**. Then, on the Agentforce Data Library Setup page, create a library, customize it, and assign it to Einstein Bots. Save your changes and then select the data library on your bot’s Overview page. 2. Optionally, to deliver knowledge article sources with AI-generated bot messages, select **Show sources** and then enter your knowledge domain URL. 5. Save your changes. On your bot’s Dialog page, you now see the Answer Questions with Knowledge dialog. If you make updates to the knowledge articles that Generative Knowledge Answers uses, refresh the data library index. On the bot's Overview page, on the Knowledge tile, click **Refresh Index**. Or go to the Agentforce Data Library Setup page, open the data library, and then refresh the index. #### See Also - [Known Issue](https://issues.salesforce.com/issue/a028c00000zJffF/) - [Build Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&type=5&language=en_US) - [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_answer_questions_with_knowledge.htm&type=5&language=en_US) - [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US) # Apex Classes for Catalog Messaging Components Use these example Apex classes to process a Meta product catalog and return catalog data to your WhatsApp messaging component. ## Sample Apex Class for Multi-Product Messages This sample Apex class returns a list of RichMessaging.CatalogSection objects for a multi-product message. For more information on how to create an Apex class, see [Create an Apex Class](https://trailhead.salesforce.com/content/learn/projects/quickstart-apex/quickstart-apex-1). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For a multi-product message, create a list of RichMessaging.CatalogSection. ```java public with sharing class GetCatalogSection { @InvocableMethod public static List> getCatalogSection() { String title = 'Wallpapers'; List productIds = new List(); productIds.add('ymrgtcg9co'); RichMessaging.CatalogSection catalogSection = new RichMessaging.CatalogSection(); catalogSection.titleValue = title; catalogSection.productIdsValue = productIds; List x = new List(); x.add(catalogSection); List> y = new List>(); y.add(x); return y; } } ``` ## Sample Class Implementation for Single-Product and Catalog Messages Use this sample class implementation for both single-product and catalog messages. The class implements the RichMessaging.ProcessCatalogOrderHandler interface. ```java global class MyProcessCatalogOrderHandler implements RichMessaging.ProcessCatalogOrderHandler { global RichMessaging.ProcessCatalogOrderResult processCatalogOrderRequest( RichMessaging.ProcessCatalogOrderRequest catalogOrderRequest) { return new RichMessaging.ProcessCatalogOrderResult( RichMessaging.ProcessCatalogOrderResultStatus.SUCCESS, null, 'order-ref-123'); } } ``` # Appendix A — Day 1 Troubleshooting Quick Reference Identify likely causes and recommended fixes for common Agentforce IT Service Day 1 implementation issues. | Symptom | Likely cause | Fix | | --- | --- | --- | | Bundle install fails or times out | Insufficient permissions, incorrect installation option selected | Verify View Setup and Configuration on Salesforce Go; confirm the selected installation and entitlement requirements | | User can't see Incident tab | Missing PSG | Assign the matching Permission Set Group, not just the profile | | Incident lands unassigned | Queue empty or assignment rule inactive | Add fulfillers to the IT Fulfillers Queue; confirm rule is active | | Priority is always default | Priority matrix not turned on, or combination undefined | Turn on Automatic Priority Assignment; define every urgency × impact cell | | VIP escalation banner never appears | Tag picklist not seeded, threshold left at default max | Add Tag picklist values; set the escalation threshold required by your organization’s privilege configuration | | Employee can't log into portal | Portal not published, UEL not assigned, ITSM Portal UEL User permission set missing | Confirm that the portal is published, the employee user is enabled, the Unified Employee License is assigned, and the required portal permission sets are assigned. | | Notifications don't arrive | Channel settings not enabled, Slack/Teams setup incomplete | Confirm notification settings deployed by bundle; finish channel-specific setup | | Field mapping doesn't autofill | Mapping not saved, or mapping not applicable to that record-creation path | Re-open Autofill Configuration; confirm save; test with the exact source-target combination | # Appendix B — Day 1 Definition of Done Verify that your initial Agentforce IT Service implementation meets the required Day 1 completion criteria. Day 1 is done when all of the following are true: - Initial Setup bundle is installed and the chosen edition path is locked in. - At least one user per Day-1-scope role has logged in and accessed the records appropriate to their role. - At least one pilot employee has submitted an incident from the Employee Services portal. - At least one incident has been assigned to the intended user or queue and resolved by a fulfiller. If Omnichannel Routing is configured, the queue-owned incident has been offered to an eligible fulfiller. - Priority assignment rules are active for at least Incident Management. - The customer has a written Day 2–Day 30 plan and a scheduled check-in. If a required outcome isn’t complete, record the remaining work, owner, and validation criteria before declaring the initial deployment successful. # Application and Software Management Templates Use these templates to manage the lifecycle of software applications, access permissions, and security services. Provide employees with structured intake forms for subscription, authentication, and network security requests, ensuring consistent data capture and automated fulfillment workflows for your IT and security teams. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Enroll Device for MDM](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_enroll_mdm.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for device enrollment for Mobile Device Management (MDM). - **[Request New Software Access (with Okta)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_new_sw_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new software access. - **[Renew Software Subscription](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_renew_sw.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request software subscription renewals. - **[Request VPN Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_vpn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request access to corportate VPN. - **[Request Software Uninstallation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_uninstlltn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request software uninstallation on assigned devices. - **[Request New Software Evaluation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_evltn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new software evaluation for addition to company's approved software list. - **[Reset Multi-Factor Authentication (MFA)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_reset_mfa.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for Multi-Factor Authentication (MFA) reset in case of lost or compromised credentials. - **[Reserve Conference Room](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_cnfrnce_room.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request conference room reservations. - **[Request Data Backup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_data_bckup.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for data backups. - **[Request to Allowlist IP or Website](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_allwlst_ip.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request IP address or website allowlisting. - **[Request Device Encryption Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_dvc_encrptn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for support related to device encryption setup, verification, and issue reporting. - **[Request Guest Wi-Fi Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_gust_wifi.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for temporary guest Wi-Fi access. - **[Renew SSL Certificate](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_renew_ssl.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request SSL certificate renewals. - **[Report Device Security Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_device_scrty.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way for reporting device security incidents involving a company device. - **[Report Network Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_ntwrk_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report network connectivity or performance issues. - **[Report Software Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_sw_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report problems, crashes, or errors related to software applications. - **[Request Microsoft 365 App Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ms365_app_supprt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report issues with Microsoft 365 applications. - **[Request Application Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_app_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request application access. - **[Request Software License Removal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sftwr_lic_rmvl.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the removal of a software license. # Application Dependency Mapping Process Job Build accurate application dependency views from observed network traffic. The Application Dependency Mapping process job links applications and hosts by using connection data collected during discovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
## How Application Dependencies Are Mapped The Application Dependency Mapping (ADM) process job analyzes the network connections reported by discovered hosts. For each connection, the job identifies the hosts by IP address and matches the applications on those hosts by process name and port. If an application can't be identified on one or both sides, the job creates the relationship at the host level. The job records the source and target ports, host names, and protocol on each **Communicates With** relationship. ## When to Run the Job Run the job after host discovery. Rerun it regularly to keep dependency views current as applications and network traffic patterns change. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## Relationships Created | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Software Instance to Software Instance | Communicates With | A specific application on one host communicates with a specific application on another host. | The job finds both hosts by IP address and identifies the applications by process name and listening or established port. | | Software Instance to Host | Communicates With | A specific application communicates with a host when the application on the other side can't be identified. | The job identifies one application and uses the host on the side where no application matches the process and port. | | Host to Host | Communicates With | Two hosts communicate when neither side can be matched to a specific application. | The job finds both hosts by IP address and doesn't find an application match on either side. | # Apply a Default Email Template Using the Send Email Quick Action Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails. ### Required Editions
View supported editions.
User Permissions Needed
To create and modify the Send Email quick action: Manage Cases AND Customize Application
To edit a page layout: Customize Application
You must have Email-to-Case enabled to use the Send Email quick action on the Cases object. Before creating a Send Email quick action that specifies a default email template, create an email template of the type Custom. Only Custom type templates are supported. Attachments specified on an email template aren’t supported. However, support reps can manually add attachments when they use the email quick action. 1. Create a Send Email quick action or modify an existing Send Email quick action. 1. From Setup, enter “Case” in the Quick Find box, then select **Buttons, Links, and Actions**. 2. Click **New Action**, or select the quick action that you want to change. 3. In the Action Type picklist, select **Send Email**. 4. In the Default Email Template field, click the lookup button and select a template. Only email templates of the type Custom are shown in the lookup menu. 5. Optionally, select **Don’t Apply Template Subject** to ignore the email template subject. By default, the Send Email quick action applies the subject specified in the default email template. For example, if the template’s subject line is “Thanks for your email,” then that subject is applied when the support rep uses the email action to write an email. If **Don’t Apply Template Subject** is selected, then the subject defined in the email template isn’t applied to the email. In a reply, to use the default template but keep the customer's subject line, select reply and discard the draft. If **Don’t Apply Template Subject** is selected, the template's subject isn’t applied. For example, if a customer sends an email with the subject “Please help,” the support rep discards the draft reply to use the email template and keep the customer’s subject line. 6. Specify a label for the action. You can use a standard label type, which supplies a default label, or you can select None in the Standard Label Type field, and specify your own label. When you add the action to the case page layout, this label is displayed in the actions bar. 7. The Name field is automatically populated. This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field. 8. In the Description field, describe what this quick action does. The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description, such as “Send Email to Customer with Holiday Branding.” 9. Click **Save**. The email layout page opens, where you can specify the fields shown in the email action. 2. Check that you have the appropriate email body field for your template. The HTML Body field is added to the Send Email quick action layout by default. If the Text Body format is needed, it’s available. 3. Click **Save**. After you define the Send Email quick action, [add it to the case page layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") so it’s available for service reps to use. #### See Also - [Add Quick Actions to the Case Page Layout for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") - [Fields Available on the Send Email Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_fields.htm&release=264.0.0&type=5 "After you create an Email quick action for cases, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout.") # Apply an Entitlement Process to an Entitlement You’ve created an entitlement process; now it’s time to use it! Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process. ### Required Editions
View supported editions.
User Permissions Needed
To edit entitlements: Edit on entitlements
1. Go to the entitlement. 2. In the Entitlement Process lookup field, select the process you want to apply. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. 3. Click **Save**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you’ve set up entitlement templates, you can associate an entitlement process with a template so all entitlements created using that template automatically use the selected entitlement process. #### See Also - [How a Record Moves Through an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5 "When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.") # Apply an SLA Policy to an Entitlement You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy. ### Required Editions
View supported editions.
User Permissions Needed
To edit entitlements: Edit on entitlements
1. Go to the entitlement. 2. In the Entitlement Process lookup field, select the process you want to apply. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. 3. Click **Save**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you’ve set up entitlement templates, you can associate an entitlement process with a template so all entitlements created using that template automatically use the selected entitlement process. # Apply for Corporate Credit Card Deploy this template to provide employees with a standardized way to apply for a corporate credit card. ### Required Editions
View supported editions.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Card Classification, Business Justification, Monthly Limit Request, Shipping Address, Case Origin, Subject. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. # Apply For Leave Action Submit an employee's leave request, including the leave start date, end date, type, duration, and comment. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameApplyForLeave
Action TypeStandard
Reference Action TypeFlow
Reference ActionApply For Leave
InputsStart Date, Leave Type, Comment, End Date, Daily Quantity, Service Process Name (For the Submit Leave Request process to function correctly, update the Service Process Name in the instructions), Leave Balance
OutputsStatus Message, Case Number
Does this action execute one or more prompt templates?No
The Contact ID and Service Process Name inputs are autopopulated, while the employee provides the other inputs. ## Examples of Utterances that Trigger This Action - “I want to apply sick leave for 2 days starting from November 23.” - “I want to apply 2 days of casual leave starting next Monday.” - "I want to apply leave for the entire next week." # Apply the Channel Menu Code Snippet Copy and paste the channel menu code snippet to add the button and menu to your website. ### Required Editions ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Channel Menu code snippets created before August 8, 2025 use legacy infrastructure that’s in maintenance mode and scheduled for retirement on July 1, 2026. If you’re using a code snippet generated before August 8, 2025, we recommend updating it to avoid future disruptions. Generate a new snippet from the Get Code section under the deployment settings for your existing Channel Menu deployment and update your webpage.
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click the name of the channel menu you want to edit. 3. In the Channel Menu Code Snippet section, click **Get Code**. If you’re replacing a snippet generated before August 8, 2025, paste the new code over the existing Channel Menu snippet on your website. 4. To activate the channel menu code snippet, copy and paste the snippet from the window to the HTML code for each web page you want the menu to appear on. Paste this code immediately before the closing body tag `()`. 5. Optionally, update the meta tag `()` code snippet if it’s not already added to your web pages from Embedded Chat Setup. For mobile customers, the meta tag code snippet provides better usability. 6. Click **Done**. ![Screenshot of code snippet to copy and paste in your website HTML code.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/embedded_menu_snippet.png) 7. If your channel menu includes Enhanced Web Chat, republish your deployment. 1. From **Setup**, in the Quick Find box, enter Embedded Service and select **Embedded Service Deployments**. 2. Click the down arrow to the right of your deployment, and select **View**. 3. Click **Publish**. 8. Verify that your code snippet is in your web page markup, refresh your web page, and confirm that the Channel Menu button appears. If you change your channel menu setup, the results can take up to 10 minutes to appear on your website due to caching. 9. Test each channel in your menu to confirm that customers can successfully initiate conversations. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you’ve applied code settings to a website deployment, follow the last steps in [Channel Menu Code Settings](https://help.salesforce.com/articleView?id=embedded_menu_code_changes.htm&language=en_US) to add names to your code snippet. For Experience Cloud sites, add code setting names in the property editor and load on a specific page. # Apply the Work Capacity Rule to Scheduling Policies You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work rule is applied to the policy, and the work capacity limit is exceeded, Field Service doesn’t schedule a service appointment or return a slot in appointment booking. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To apply the Work Capacity rule: Create on Work Rules
1. From **Setup**, in the **Quick Find** box, enter Object Manager, and then select **Work Rules**. 2. Verify that Field Service - Work Capacity Rule has the Capacity Limit layout. If not, edit the layout. 3. From the App Launcher, find and select **Work Rules**. 4. Click **New**. 5. Select **Field Service - Work Capacity Rule**, and then click **Next**. 6. Enter a name for the work rule and optionally a description. 7. Save the work rule. You can add the work rule to any scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. You can add only one Work Capacity rule to a scheduling policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note  If the work rule isn’t added to the policy, after activating a work capacity limit, you can see the work capacity usage and compare it to the limit, but the limit isn’t enforced. #### See Also - [Work Rule Type: Work Capacity](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_capacity_limit.htm&release=264.0.0&type=5 "The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a given service territory according to specified criteria. This work rule is available only when you’re using Enhanced Scheduling and Optimization. ") # Appointment Bundle Aggregation Duration Downscale Fields Appointment Bundle Aggregation Duration Downscales have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
| Field Name | Description | | --- | --- | | Bundle Aggregation Policy | The ID of the parent appointment bundle aggregation policy. | | From Bundle Member Number | The number of the first bundle member to which the downscale is applied. | | Max Reduction | The maximum reduction that can be applied to a bundle member. | | Name | The name of the appointment bundle aggregation duration downscale policy. | | Percentage of Reduction | The percentage of duration reduction. | | To Bundle Member Number | The number of the last bundle member to which the downscale is applied. | #### See Also - [Create Appointment Bundle Aggregation Duration Downscales](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_downscale_policy.htm&release=264.0.0&type=5 "Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales.") # Appointment Bundle Aggregation Policy Fields Appointment Bundle Aggregation Policies have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Field Name Description
Additional Source Field Name of an additional source field that is connected to the initial source field in the bundle member from which the value is taken. Possible values: All default and custom Service Appointment fields.
Aggregate only when the bundle is created Indicates if you want to update the field in the bundle only when it’s created.
Aggregation Action The aggregation action to be performed. Possible values: All default and custom Service Appointment fields.
Aggregation Field Type

The target field type in the bundle to which the aggregation is directed.

Possible values are:

  • Boolean
  • Date
  • Numeric
  • Picklist
  • Picklist-Multi
  • Skills
  • String
Aggregation Order The order the aggregation is triggered.
Allow the same value to appear more than once Indicates if you want to allow the same string to appear more than once when using the 'Sum based on Bundle Members' action type.
Bundle Policy ID of the parent bundle policy.
Bundle’s Target Field Name of the target field in the bundle where the value is taken from the bundle member. Possible values: All default and custom Service Appointment fields.
Constant Date Value

Represents how the date value will be determined.

Possible values are:

  • End of Day
  • Now
  • Null
  • Start of Day
Constant Value The constant value that is used in the aggregation.
Downscale Sorting Direction

Applies only if the Set Downscaled Duration action is set. The downscaling sorting direction of the bundle member service appointments, according to their duration.

Possible values are:

  • Ascending
  • Descending
Maximum Bundle Duration The maximum bundle duration that can be accumulated from the bundle members (after downscaling).
Name The name of the appointment bundle aggregation policy.
Recordset Filter Criteria The active recordset filter criteria used for aggregating the bundle members.
Source Field Name of the source field in the bundle member from which the value is taken. Possible values: All default and custom Service Appointment fields.
#### See Also - [Create an Appointment Bundle Aggregation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_policy.htm&release=264.0.0&type=5 "Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated.") # Appointment Bundle Config Fields Appointment Bundle Configs have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
| Field Name | Description | | --- | --- | | Add to Bundle Statuses | The statuses of service appointment that are allowed to be bundled. Possible values: All service appointment statuses. The default value is None. | | Add travel time to bundle duration | If the bundle members aren’t in the same location, add travel time between them to the bundle’s duration according to their sort order. The default value is false. | | Bundle Member Statuses not to be Propagated | The bundle member statuses that aren’t overridden when the bundle’s status is updated. Possible values: All service appointment statuses. The default value is None. | | Bundle Statuses to Propagate | The bundle statuses that when updated are inherited by the bundle members. Possible values: All service appointment statuses. The default value is None. | | Criteria for Automatic Unbundling | The recordset filter criteria that causes a bundle service appointment to be unbundled. | | Delete empty bundles | If the bundle has no remaining bundle members, the bundle is deleted. | | Empty Bundle Status | The status from the Canceled category that a bundle service appointment changes to if it has no remaining bundle members, but still appears in the appointment list. | | Name | The name of the Appointment Bundle Config. | | Owner | ID of the owner of this object. | | Remove from Bundle Statuses | The statuses of service appointments that are allowed to be removed from a bundle. Possible values: All service appointment statuses. The default value is None. | | Status on Removal from Bundle | The status that a service appointment is given when it’s removed from a bundle. Possible values: All service appointment statuses. The default value is None. | | Statuses not to Update on Unbundling | The statuses that aren’t updated when a bundle is unbundled. Possible values: All service appointment statuses. The default value is None. | #### See Also - [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.") # Appointment Bundle Policy Fields Appointment Bundle Policies have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
| Field Name | Description | | --- | --- | | Allow Scheduling Dependencies in Bundle | This field is reserved for future use. | | Automatic Bundling | Indicates if the policy is relevant for automatic bundling. | | Bundle End Time Field Name | If IsTimeCalcByBundleDurationField is true, this field represents the name of the field used for entering the end time of the bundle. | | Bundle Start Time Field Name | If IsTimeCalcByBundleDurationField is true, this field represents the name of the field used for entering the start time of the bundle. | | Constant Time Value | If IsTimeCalcByBundleDurationField is true, this field represents the total time of the bundle as a preset constant value. | | Filter Criteria | The active recordset filter criteria used for the bundle members. Only service appointments that meet the criteria can be bundled. | | Limit Amount of Bundle Members | The maximum number of bundle members that can be included in a bundle. | | Limit Duration of Bundle | The maximum duration of a bundle. | | Manual Bundling | Indicates if the policy is relevant for manual bundling. The default value is ‘false’. | | Name | Name of the bundle policy. | | Owner | ID of the owner of this object. | | Priority | The priority level that this bundle policy should be given when the bundle policies are analyzed using the automatic mode. | | Time Calculation by Bundle Duration Field | Indicates if the bundle’s duration is validated. If true, the bundle’s start time is subtracted from the bundle’s end time. If the result is a negative value, it uses the entered ConstantTimeValue as the bundle duration. The default value is ‘false’. | #### See Also - [Create an Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.") # Appointment Bundle Policy Service Territory Fields Appointment Bundle Policy Service Territories have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
| Field Name | Description | | --- | --- | | Bundle Policy | The ID of the parent bundle policy. | | Name | The name of the appointment bundle service territory. | | Service Territory | The ID of the service territory. | #### See Also - [Create Appointment Bundle Policy Service Territories](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_st_policy.htm&release=264.0.0&type=5 "Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories are optional.") # Appointment Bundle Propagation Policy Fields Appointment Bundle Propagation Policies have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Field Name Description
Add Constant Value Indicates if you want to enable adding a constant value to the bundle members.
Additional Constant Value The additional constant value that is connected to the initial constant value to be added to the bundle members.
Bundle Field Name Name of the source field in the bundle from which the value is taken.
Bundle Member Field Name Name of the target field in the bundle member where the value is inherited from the bundle.
Bundle Policy ID of the parent bundle policy.
Constant Date Value Represents how the date value is determined.
Constant Value

The constant value to be added to the bundle members.

Possible values are:

  • End of Day
  • Now
  • Null
  • Start of Day
Name The name of the appointment bundle propagation policy.
Update on Add Indicates if you want to enable updating the fields of the bundle members when they are added to the bundle.
Update on Remove Indicates if you want to enable updating the fields of the bundle members when they are removed from the bundle.
Update on Unbundle Indicates if you want to enable updating the fields of the bundle members when performing the Unbundle action.
#### See Also - [Create an Appointment Bundle Propagation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_propagation_policy.htm&release=264.0.0&type=5 "Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one bundle member service appointment field is populated.") # Appointment Bundle Restriction Policy Fields Appointment Bundle Restriction Policies have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
| Field Name | Description | | --- | --- | | Allow Empty | Allows a bundle member service appointment with an empty Restriction Field Name to be bundled. | | Bundle Policy | ID of the parent bundle policy. | | Name | The name of the appointment bundle restriction policy. | | Restrict by Date Only | Indicates if you want the bundle to be restricted according to the calendar date only, ignoring the time of day. | | Restrict in Automatic Mode | Indicates if you want to apply this restriction when using the automatic mode. | | Restrict in Manual Mode | Indicates if you want to apply this restriction when using the manual mode. | | Restriction Field Name | Name of the field in the service appointment used for applying the restriction. Possible values: All default and custom Service Appointment fields. | #### See Also - [Create an Appointment Bundle Restriction Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_restriction_policy.htm&release=264.0.0&type=5 "Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy.") # Appointment Bundle Sort Policy Fields Appointment Bundle Sort Policies have the following fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Field Name Description
Bundle Policy The ID of the parent bundle policy.
Name Name of the appointment bundle sort policy.
Sort Direction

The order of the appointments in a bundle.

Possible values are:

  • Ascending
  • Descending
Sort Field Name Name of the field in the service appointment used for sorting the bundle members. Possible values: All default and custom Service Appointment fields.
Sort Order The order of fields used for sorting the bundle members.
Sort Type The applied sort type for arranging the bundle. Sort for Automatic Bundling defines the order that automated bundling uses to examine the candidate service appointments to be bundled. Sort Within a Bundle defines the order of bundle members. It’s also used when you unbundle to define the order that the service appointments are scheduled on the Gantt.
#### See Also - [Create an Appointment Bundle Sort Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_sort_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates.") # Appointment Bundling Limitations Review the limitations of Appointment Bundling. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Aggregation Duration Downscales - When you define more than one aggregation duration downscale, they aren’t evaluated in any particular order. If your duration downscales include overlapping service appointments and include Max Reduction values, it can lead to inaccurate results. - Custom fields for service appointments used in aggregation duration downscales must have read and edit access. See [Create Appointment Bundle Aggregation Duration Downscales](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_downscale_policy.htm&release=264.0.0&type=5 "Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales."). ## Aggregation policies - Custom fields for service appointments used in aggregation policies must have read and edit access. - For the **Allow the same value to appear more than once** option, make sure that **Do not allow duplicate values** isn’t selected in the field’s configuration settings. - For string aggregations with the Sum Based on Bundle Members action, make sure that the length of the string field can contain enough values to populate the bundle service appointment field. See [Create an Appointment Bundle Aggregation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_policy.htm&release=264.0.0&type=5 "Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated."). ## Automatic bundling Continuous bundle re-evaluation and recreation is expected behavior by design. While this ensures maximum efficiency, it may generate higher platform event volume in environments with frequent appointment changes. See [Set Up Automatic Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_automatic.htm&release=264.0.0&type=5 "Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled."). ## Bundle Member Service Appointments related list - The Sort By option is set to Default. Other options aren’t supported. - The expanded view of the related list indicates that the appointments are sorted by due date, even if the order is determined by the Appointment Bundle Sort Policy. - Using the arrow that changes the order of the appointments according to a specific column overrides the order determined in the Appointment Bundle Sort Policy. ## Bundle policies - The Allow Scheduling Dependencies in Bundle field isn’t supported. - You can create more than one service territory policy for a bundle policy, but it isn’t recommended. The dispatcher can only bundle together service appointments with the same service territory in the same time zone. If you define more than one service territory for a bundle policy, make sure that the enhanced scheduling and optimization setting in all the service territories matches. If the setting is enabled in one service territory and disabled in another, the bundles created with the bundle policy can’t be updated. - You can delete a bundle policy even if it’s already in use. However, you can’t perform actions on a bundle that was created using that policy, such as add or remove bundle members or unbundle a bundle. - Custom fields for service appointments used in bundle policies must have read access. See [Create an Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both."). ## Experience Site users Experience Site users don’t have the Bundle Policy field in the service appointment’s Bundle tab. See [Add Permissions for Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_permissions.htm&release=264.0.0&type=5 "Add the permissions for service appointment bundling."). ## Localization If you change the API name of the None status after enabling Appointment Bundling, you must refresh the cache. To refresh the cache, edit and save your Bundle Config or any bundle policy. ## Optimization A scheduled path in a record-triggered flow doesn’t always work with optimization when Enhanced Scheduling and Optimization is enabled. In this case, the optimization updates are done by the platform integration user who has a session-based permission set that isn't active during the scheduled path’s execution. To grant this user the necessary permission, clone the Field Service Integration permission set, disable the Session Activation Required option, and then save. Then assign this permission set to the platform integration user. You can add more permission sets to this user if it’s necessary. ## Propagation policies Custom fields for service appointments used in aggregation policies must have read and edit access. See [Create an Appointment Bundle Propagation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_propagation_policy.htm&release=264.0.0&type=5 "Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one bundle member service appointment field is populated."). ## Recordset filter criteria Inactive recordset filter criteria aren’t supported. See [Create Recordset Filter Criteria for Bundling Appointments](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_rfc.htm&release=264.0.0&type=5 "You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional, but if you want to use them in the bundle policies, you must create them first."). ## Restriction policies Custom fields for service appointments used in sort policies must have read access. See [Create an Appointment Bundle Restriction Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_restriction_policy.htm&release=264.0.0&type=5 "Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy."). ## Scheduling Bundles and bundle members can't be part of a complex work chain. See [Create a Field Service Bundle Manually](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_create.htm&release=264.0.0&type=5 "Create a bundle manually in the Field Service Classic Dispatch Console."). ## Service Appointments list view The Bundle Information fields from the service appointment’s details can’t be selected to display in a list view. See [Create a Field Service Bundle Manually](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_create.htm&release=264.0.0&type=5 "Create a bundle manually in the Field Service Classic Dispatch Console.") and [Test Your Appointment Bundling Configuration](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_test.htm&release=264.0.0&type=5 "After completing the configuration steps for appointment bundling, test it in Field Service."). ## Sort policies Custom fields for service appointments used in sort policies must have read access. See [Create an Appointment Bundle Sort Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_sort_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates."). ## Travel time - Travel time between the bundle member service appointments is also affected by the service resource’s efficiency. - When you unbundle a bundle that includes travel time, the line that indicates travel between service appointments doesn’t appear on the Gantt. See [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles."). # Appointment Insights Work Rules Review the work rules that Appointment Insights refers to. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._
Work Rule Rule Violation Recommendation
Extended Match A violation occurs when there are no available candidates who meet the criteria of the Extended Match rule. Verify that you have one or more candidates that match the service appointment’s required values based on the criteria of the Extended Match rule.
Match Boolean Custom Rule A violation occurs when there are no available candidates who meet the criteria of the Match Boolean custom work rule. Verify that the Match Boolean custom rule is defined correctly. If possible, remove this rule.
Match Fields Custom Rule A violation occurs when there are no available candidates who meet the criteria of the Match Fields custom work rule. Verify that the Match Fields custom rule is defined correctly. If possible, remove this rule.
Match Skills A violation occurs when there are no available candidates who possess the required skills and skill level listed on the service appointment’s parent Skill Requirement record. Verify that the service appointment’s parent Skill Requirement record lists the correct required skills and skill level, and ensure that your service resources’ assigned skills and skill levels are up to date. If there are still no available candidates, train your service resources to meet the required skills or skill level.
Match Territory A violation occurs when there are no available candidates who are Primary or Relocation members of the service appointment’s service territory. After Appointment Insights verifies that candidates in neighboring territories are available, remove the Match Territory work rule from your scheduling policy, and add the Maximum Travel from Home rule instead.
Match Time A violation occurs when there are no available candidates who meet the criteria of the Match Time rule. For example, no candidates can complete the service appointment before the due date or there are no candidates because the service appointment’s dates are in the past.

Verify that the standard match rule or other configuration is defined correctly.

  • Earliest Start Permitted:​ Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted (this work rule is included in every standard scheduling policy).
  • Due Date​: Ensures a service appointment’s Scheduled End is equal to or earlier than the Due Date (this work rule is included in every standard scheduling policy).
  • Scheduled Start​: Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start.
  • Scheduled End​: Ensures that a service appointment’s Scheduled Start is equal to or earlier than the Arrival Window End.
Maximum Travel from Home A violation occurs when there are no available candidates whose home base is within the rule’s defined distance or travel time to the service appointment’s location. Extend the rule’s travel time to allow for travel of up to a 200-kilometer or 124-mile radius from the service appointment’s location or a distance of 1.5 times the maximum travel distance defined in the scheduling policy, whichever is greater.
Service Resource Availability A violation occurs when there are no available candidates because all of them are already assigned to service appointments.

Verify that there are available candidates with a service territory membership in the service appointment’s service territory by unscheduling low-priority service appointments or resource absences. Or, assign more service resources to the service territory.

Note
Note To determine availability, Appointment Insights checks for the total remaining available time of each service resource on the Gantt against the duration of the service appointment.
Working Territories A violation occurs when there are no available candidates who work in the service appointment’s service territory (Primary or Secondary members). After Appointment Insights verifies that candidates in neighboring territories are available, make sure that you have one or more candidates with a service territory membership in the service appointment’s service territory within the relevant time frame.
# Approval Request Reviews Some cases require manager approval. Managers receive an email notification when a case is assigned for approval. On the My Approvals page, managers can review and approve or reject the approval work items. Non-manager employees see an empty page. ### Required Editions
View supported editions.
Multiple options are available for reviewing an approval request. - From the Approvals tab on the approval work item record page - From the My Approvals page - From the approval work item record page, by using the Review button - From the approval submission record page - **[Review an Approval Request from the Approval Submission Record Page](https://help.salesforce.com/s/articleView?id=service.es_review_request_approval_submission_record_page.htm&release=264.0.0&type=5)** Navigate to the Approval Submission Record page to review an approval request. - **[Review an Approval Request from the Approvals Tab on Approval Work Item Record Page](https://help.salesforce.com/s/articleView?id=service.es_review_request_approvals_tab.htm&release=264.0.0&type=5)** Use the Work Guide component on the Approvals tab to review an approval request. - **[Review an Approval Request from the My Approvals Page](https://help.salesforce.com/s/articleView?id=service.es_review_request_my_approvals_page.htm&release=264.0.0&type=5)** Review an approval request from the My Approvals page without opening the approval work item request. - **[Review an Approval Request by Using the Review Button on Approval Work Item Record Page](https://help.salesforce.com/s/articleView?id=service.es_review_request_review_button.htm&release=264.0.0&type=5)** Use the Review button on the work item record page to review an approval request. # Approve Time Sheets and Time-Off Requests As a team lead, it’s important to stay on top of everyone’s schedules. Approve time sheets and time-off requests by support rep or by object type. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US).
User Permissions Needed
To approve time sheets and absences:

Shift Scheduling Planner

OR

Workforce Engagement Planner
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The status field must be added to the absences object before you can complete these steps. 1. Open **Service Resources** from the App Launcher. 2. Click the name of a service resource. 3. Click **Related**. 4. Click a time sheet from the Time Sheets list or an absence from the Absences list. 5. Click to edit the Status field. 6. Change the status to **Submitted**. 7. Save your changes. # Approve Time-Off Requests As a team lead, it's important to stay on top of everyone's schedules. Approve time-off requests by support rep or by object type. ### Required Editions
View supported editions.
**User Permissions Needed**
To do this Permission required
To approve absences: Shift Scheduling Planner

OR

Workforce Engagement Planner
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The status field must be added to the absences object before you can complete these steps. 1. Open **Service Resources** from the App Launcher. 2. Click the name of a service resource. 3. Click **Related**. 4. Click a time sheet from the Time Sheets list or an absence from the Absences list. 5. Click to edit the Status field. 6. Change the status to **Submitted**. 7. Save your changes. # Archive Articles and Translations Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
You can archive published articles and translations on the Article Management tab. You can choose to archive either real time (now) or schedule the archival. Articles you're archiving now move directly to the Archived Articles view. Articles you scheduled for archiving later continue to display on the Published Articles view, now with the pending icon (an orange clock). Hover over the icon to see the archive date. On the archive date, the article automatically moves to the Archived Articles view. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - Conflicts can occur when different support reps perform actions on the same articles simultaneously. Depending on who performs the action first, the articles will not be available for subsequent users though the articles still display momentarily in the articles list. Performing an action on these articles results in a conflict error. - If you edit a published article that is scheduled for archiving, you also cancel the archiving. - If an article has a published translation with a draft version, on archive, the draft version is deleted. - Archiving a Knowledge article in Lightning Experience also permanently deletes any published translations of the article. - You can't archive an article's primary version when it still has an associated draft version. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To cancel a scheduled archive, click **Cancel Archive** on the article detail page. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Article and Translation Import and Export Status You can monitor the status of your article imports and exports. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
To check the status of your imports and exports, from Setup, enter Article Imports in the Quick Find box, then select **Article Imports**. If you've enabled multiple languages for Salesforce Knowledge, you see one table for article and translation imports and another for exports for translation. The import information includes: - Possible actions - .zip filenames - Who submitted the import and when - Status - Started and completed dates - Article types The export information includes: - Possible actions - .zip filenames - Who submitted the export and when - Status - Started and completed dates
Status Description Possible Action
Pending The import or export starts as soon as the current import or export completes. You can click Cancel to cancel the pending import or export.
Processing The import or export is processing. If you want to stop the process, or if the process has been stopped, call Salesforce Support. Salesforce can stop an import or export if a maintenance task has to be performed or the import or export exceeds one hour.
Stopping/Stopped Salesforce Support is stopping or has already stopped the import or export. Contact Salesforce Support to restart the import or export, or click Cancel to cancel an entry.
Aborted The import or export has been canceled. The articles that have already been imported or exported successfully are available in Salesforce. You can restart an import or export, delete an entry by clicking Del, or receive the completion email and check the details of your import or export by clicking Email Log.
Completed

The import or export is complete.

Successfully imported articles are shown on the Article Management tab on the Articles subtab. Successfully imported translations are listed on the Translations subtab.

This status doesn't mean the import or export is successful. Click Email Log to check the details of your import or export.

Click the exported .zip file to save or open the file on your system.
#### See Also - [Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") # Article Answers Troubleshooting Tips Review these troubleshooting tips so that you can deliver knowledge to your customers intelligently. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See [Article Answers for Einstein Bots Retirement](https://help.salesforce.com/s/articleView?id=005134861&type=1&language=en_US). To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). ## Setup Issues Article Answers is configured on three levels: the Einstein Bots Setup page, the Bot Overview page, and the Article Answers dialog. To troubleshoot setup errors, start at the Setup page, and then work down to the dialog. - On the Setup page, confirm that Article Answers is turned on. If Article Answers is turned off, it doesn’t work for any bot, and the dialog is skipped. - On the Bot Overview page, confirm that Article Answers is turned on. If Article Answers is turned off, the dialog is skipped. ## Training Issues Article Answers only indexes and searches published knowledge articles with values for the Question, Answer, and Title fields. To capture updates to the knowledge base, the build automatically refreshes every 24 hours to index new articles or changes to existing articles. - Confirm that Lightning Knowledge is enabled for your org. - Confirm that you have at least one published knowledge article. You can either create or import an article. Publish an article from the Article Management tab or the article’s detail page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you’ve recently imported, created, or edited an article, confirm that you’ve published your changes. Unpublished changes don’t trigger an automatic build refresh and aren’t indexed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Article Answers works best with knowledge bases that include more than 10 articles. - Confirm that at least one knowledge article has the Question, Answer, and Title fields populated. To populate these fields, create dedicated Question, Answer, and Title fields, or map existing fields to each field type. Article Answers supports text, text area, and long text area field types only. Mapping to a rich text area field results in a training failure. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note For best performance inside the conversation, we recommend multiple questions in the Question field and shorter, conversational answers in the Answer field. - If Article Answers is active but your build doesn’t automatically refresh, manually refresh using the Refresh button on the Setup page. If the first manual refresh doesn’t work, try again later or contact Salesforce Support. ## Unexpected Responses When the bot is confident that a customer’s input text is related to a knowledge article, the bot shows the Answer field. When multiple articles are found, the bot shows the Title field for up to three articles in a menu. Otherwise, the bot moves to the Confused dialog. - Check the Bot Event Logs in the Performance tab. When Article Answers is successfully configured, events in the event log are recorded with the Article Answers dialog name. If your bot returns a dialog instead of a knowledge result, it can mean that the bot identified an exact match or intent instead. The bot attempts to match a customer input to an exact title menu match and then an intent before searching for a knowledge article. Learn more about the order of operations in [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). - [Evaluate the quality of your intent models](https://help.salesforce.com/s/articleView?id=service.bots_service_model_mgmt.htm&release=264.0.0&type=5 "The Model Management page shows metrics on the quality of your bot’s intent model and individual intent details. Use the information to fine-tune intents and improve how well your bot understands your customers.") on the Model Management page. Article Answers doesn’t return results for unsupported languages. Article Answers returns articles based on the preferred language the user selects for the bot. If the user doesn’t select a preferred language, Article Answers uses the bot’s primary language, which you can set on the Bot Overview page. - Confirm that the language of the bot is supported. Article Answers supports English, French, German, Italian, Portuguese, and Spanish. - If Article Answers doesn’t support your bot’s primary language, you can still use Article Answers with your bot. Customers must select a supported preferred language for their conversation. Otherwise, Article Answers won’t return results. ## Contact Salesforce Support If Article Answers is inactive or your training continues to fail after troubleshooting, contact Salesforce Support, and ask to be put in contact with the Article Answers team. # Article History Tracking (Lightning Experience) Track the history of certain fields in articles. If you have history tracking enabled, open an article and click **Version** to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
The system records and displays field updates, publishing workflow events, and language versions for the primary article and any translations. When you track old and new values, the system records both values as well as the date, time, nature of the change, and the user who made the change. When you track only the changed values, the system marks the changed field as edited. It doesn't record the old and new field values. This information is available in the Version History list, and the fields are available in the Article Version History report. Article history respects field, entity, and record-level security. You must have at least Read permission on the article type or the field to access its history. For data category security, Salesforce determines access based on the categorization of the online version of an article. If there is no online version, then security is applied based on the archived version, followed by the security of the draft version. 1. From Setup, go to the Object Manager. 2. Select **Knowledge**. 3. On the Knowledge object home, click **Edit**. 4. Check the **Track Field History** checkbox. 5. Save your changes. Salesforce begins tracking history from that date and time. Changes made before that date and time aren’t tracked. #### See Also - [Article History Tracking (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.knowledge_history_tracking.htm&release=264.0.0&type=5 "You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months.") # Article History Tracking (Salesforce Classic) You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click **Version** to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To create, edit, or delete article types:

Customize Application

AND

Manage Salesforce Knowledge
The system records and displays field updates, publishing workflow events, and language versions for the primary article and any translations. When you track old and new values, the system records both values as well as the date, time, nature of the change, and the user who made the change. When you track only the changed values, the system marks the changed field as edited. It doesn't record the old and new field values. This information is available in the Version History list and the fields are available in the Article Version History report. Article history respects field, entity, and record-level security. You must have at least Read permission on the article type or the field to access its history. For data category security, Salesforce determines access based on the categorization of the online version of an article. If there is no online version, then security is applied based on the archived version, followed by the security of the draft version. 1. From Setup, enter Knowledge in the Quick Find box. 2. Select **Knowledge Article Types** (if Lightning Knowledge is not enabled) or **Knowledge Object Setup** (if Lightning Knowledge is enabled). 3. Create an article type or edit one from the Article Types list. 4. Click **Set History Tracking**. 5. Choose the fields you want to track. Salesforce begins tracking history from that date and time. Changes made before that date and time aren’t tracked. 6. Save your changes. #### See Also - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Article History Tracking (Lightning Experience)](https://help.salesforce.com/s/articleView?id=service.knowledge_history_tracking_lightning.htm&release=264.0.0&type=5 "Track the history of certain fields in articles. If you have history tracking enabled, open an article and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months.") # Article Personalization for Knowledge Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity. ### Required Editions
Available in Lightning Experience. View supported editions.
To use Article Personalization, you must enable the Article Personalization for Knowledge release update. See [Manage Release Updates](https://help.salesforce.com/s/articleView?id=xcloud.release_updates_manage.htm&type=5&language=en_US) for instructions about selecting and enabling a release update. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Besides Article Personalization for Knowledge, the release update includes the Lightning Article Editor. For information about the editor, see [Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5 "Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs."). With Article Personalization you can build and customize record pages beyond the limitations of traditional page layouts to include collapsible field sections, organize your knowledge articles with tabs, and drag fields anywhere on the knowledge record page. Additionally, you can apply custom visibility rules to hide or display fields based on user criteria (fields on the user record), user permission criteria, and record criteria. Service reps interacting with the content can find answers faster because they only see what is relevant to them. Knowledge articles that use the record page from the Lightning App Builder load quicker and are more stable thanks to the Lightning Web Component framework. Also, these updated record pages adhere better to the Americans with Disabilities Act (ADA) and Web Content Accessibility Guidelines (WCAG). #### See Also - [Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&release=264.0.0&type=5 "Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case.") - [Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization_limitations.htm&release=264.0.0&type=5 "When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages.") - [Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5 "Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs.") - [Configure Knowledge Record Pages with Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_dynamic_forms.htm&release=264.0.0&type=5 "Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them.") - [Manage Release Updates](https://help.salesforce.com/s/articleView?id=xcloud.release_updates_manage.htm&type=5&language=en_US) # Article Search Results How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
Many factors influence the order in which articles appear in the results list. Salesforce evaluates your search terms and your data to move more relevant matches higher in your list of results. Some of these factors include: - Operators—When you don’t specify an operator in your article search, the search engine determines the best operator to use. Many searches use “AND” as the default operator. When you search for multiple terms, all the terms must match to generate a result. Matching on all terms tends to produce search results that are more relevant than searches using the “OR” operator, where matches on any of the search query terms appear in the results. If the search engine doesn’t return any results that match all the terms, it looks for matches using the “OR” operator. With the “OR” operator, the search engine boosts documents that contain more terms from the search query, so that they appear higher in the results list. - Frequency—This algorithm calculates the frequency with which a term appears within each article. The algorithm then weighs them against each other to produce the initial set of search results. - Relevancy—Articles that are frequently viewed or that are frequently attached to cases appear higher in the results. Article ownership and recent activity also boost an article in the results list. - Proximity of Terms—Articles that contain all the keywords in a search are ranked highest, followed by articles with fewer keywords, followed by articles with single keyword matches. Terms that are closer together in the matched document, with few or no intervening words, are ranked higher in the list. - Exact Matches—Matches on exact keywords are ranked higher than matches on synonyms or lemmatized terms. - Title Field—If any search terms match words in an article title, the article is boosted in the search results. - Token Sequence—If the search term is broken up into multiple tokens because it contains both letters and numbers, the system boosts results based on the same sequence of tokens. That way, exact matches are ranked higher than matches on the tokens with other tokens in between. #### See Also - [Promote Articles in Search Results](https://help.salesforce.com/s/articleView?id=service.promoted_search_terms.htm&release=264.0.0&type=5 "Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing Enter (Windows) or Return (Mac) see the article appear first in their search results.") - [Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5 "Use a single search to find all your resources at once.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Article Type Page Layouts Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To customize the article-type layout: Customize Application
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip You can also use [field-level security](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_fls.htm&release=264.0.0&type=5 "Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles.") to hide fields on article types. For example, if you publish the same article in the internal app and on an Experience Cloud site, you can use field-level security to hide a custom field such as Internal Comments from Experience Cloud site users. 1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Click the article type. 3. Scroll down to the Page Layouts related list or click the Page Layouts link at the top of the page. 4. To create a page layout, click **New** and follow the prompts. To edit an existing layout, click **Edit** and make your changes. Make your changes. The layout editor consists of two parts: a palette on the upper portion of the screen and the layout on the lower portion of the screen. The palette contains the available fields and a section element. The layout contains an Information section and space for you to add sections. By default, all custom fields are included in the Information section. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you navigate away from your article-type layout before clicking save, your changes are lost. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Article Number, Summary, Title, and URL Name standard fields do not display in the layout. Article Number and Summary appear in a read-only Properties section at the top of the published article. Also included in this header are the First Published, Last Modified, and Last Published fields. | Task | Description | | --- | --- | | Add a section | Drag and drop the section element into the palette. | | Change the name of a section | Click its title. You cannot rename the Information section. | | Remove a field from a section | Drag it to the right side of the palette or click the remove icon next to the field. | | Remove a section from the article-type layout | Click the remove icon next to the section name. | | Save your changes and continue editing the article type layout | Click **Quick Save**. | ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip - Use the undo and redo buttons to step backwards and forwards, respectively. - Use the following keyboard shortcuts: - Undo = CTRL+Z - Redo = CTRL+Y - Quick Save = CTRL+S - To select multiple elements individually, use CTRL+click. To select multiple elements as a group, use SHIFT+click. - To quickly locate any item in the palette, use the Quick Find box. The Quick Find box is especially useful for article-type layouts that have large numbers of items available in the palette. 5. To assign various layouts to the article type based on a user profile, click **Page Layout Assignments**. 6. Click **Edit Assignment**. 7. Select the profile, or profiles (using SHIFT), you want to change and select the layout from the **Page Layout To Use** dropdown. When creating multiple article type page layouts, consider the following limitations and functionality changes. - When creating page layouts, some fields are hidden based on the support rep's license. Out of Date, Translation Completed Date, and Translation Exported Date are hidden from users who do not have a Knowledge User license or who are customer portal or partner portal users. In addition, Archived By and Is Latest Version are hidden from customer portal and partner portal users. - Before Spring ‘16, preview pages showed the Summary field in the API that contained text values, even if they were not in the page layout. To continue displaying summary fields on preview pages, manually update your page layouts to include them. - If you want to attach articles as PDFs to emails when solving cases, add **File Attachments** to the Selected Email Tools in the Feed View for the article type layout. - The article edit page only shows the standard fields (Article Number, Title, URL Name, and Summary) and all the custom fields added to the layout, including the side bar fields. Other standard fields added on the page layout are ignored because they are not editable, and the custom fields are displayed in the order specified in the page layout. - If an article type page layout doesn’t include a field with a [validation rule](https://help.salesforce.com/s/articleView?id=service.knowledge_article_type_validation.htm&release=264.0.0&type=5 "Ensure that your article content is compliant with your company standards. Create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status."), you can’t create or edit an article of that article type. Make sure all page layouts assigned to the article type by profile include all fields with validation rules. - The Communication channel layout doesn’t use the page layout to determine which Article fields are inserted into a case email. The fields that are inserted include the fields selected in the Communication Channel mapping. - You can set up a specific profile to generate a PDF file. When sending articles as PDFs, the pdf is generated based on the sender’s profile. Therefore, the receiver might get fields they are not meant to see. Use the Use a profile to create customer-ready article PDFs on cases setting on the Knowledge settings page so the fields in PDFs come from the page layout assigned to the configured profile. Also, Field Level Security of both the sender profile and the configured profile are applied. #### See Also - [Create Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_create.htm&release=264.0.0&type=5 "An article type controls how an article displays and what type of information of fields are included.") - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Article Type Templates Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create, edit, or delete article-type templates:

Customize Application

AND

Manage Salesforce Knowledge
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To ensure access to Visualforce pages, always set the Visualforce permissions and visibility for article templates. 1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types** 2. Click an article type name. - For a default template, continue with Step 12. - To create a custom template, make note of the article type's API Name. You need this value when you create the Visualforce page. 3. From Setup, enter Visualforce Pages in the Quick Find box, then select **Visualforce Pages**. 4. Click **New**. 5. In the Name text box, enter the text that appears in the URL as the page name. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. 6. In the Label text box, enter the text that users see when choosing this template from the Channel Displays related list on the article type detail page. 7. Add your Visualforce markup. The only requirement for custom article-type templates is that the standard controller is equal to the API Name of the article type. For example, if the API Name of the article type is Offer\_\_kav, your markup is: ```markup ... page content here ... ``` ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Click **Component Reference** for a list of the Visualforce components, such as knowledge:articleRendererToolbar and knowledge:articleCaseToolbar, available for use in custom article-type templates. 8. If your article type has a [File field](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_types.htm&release=264.0.0&type=5), you can allow users to download the field's content. In this example, the article type is Offer, the name of the File field is my\_file, and the text that appears as a link is Click me: ```markup Click me ``` ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If the File field is empty (meaning the author didn't upload a file), the link still appears on the published article but has no function. If you do not want the link to appear when the File field is empty, replace Click me in the example with the name of the file. For example, {!Offer\_\_kav.my\_file\_\_Name\_\_s}. 9. Click **Save**. Your custom template can now be assigned to any channel on the article type. 10. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types** 11. Click an article type name. 12. For each channel, specify the template. - For Internal App, Customer and Partner, **Tab** is the default template. - For Public Knowledge Base, **Table of Contents** is the default template. - If you created a custom template for this article type, it also appears in the dropdown menu. 13. Save your work. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example If you choose the Tab template, the sections you defined in the layout appear as tabs when users view an article. **Published Article Using the Tab Article-Type Template** ![Tab Article-Type Template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/article_tab_template.jpg) If you choose the Table of Contents template, the sections you defined in the layout appear on one page with hyperlinks to each section title. **Published Article Using the Table of Contents Article-Type Template** ![Table of Contents Article-Type Template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/article_toc_template.jpg) #### See Also - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Set Visualforce Page Security from Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&type=5&language=en_US) - [_Knowledge Article_: Make Visualforce pages visible to users](https://help.salesforce.com/s/articleView?id=000385350&type=1&language=en_US) # Articles or Knowledge Tab Find out which Salesforce Knowledge tab you are using and what you can do on each. ### Required Editions
Available in Salesforce Classic. View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. There are two tabs for searching Salesforce Knowledge articles: the Knowledge tab or the Articles tab. The one you use depends on when your organization started using Salesforce Knowledge or if it adopted the Knowledge tab. ## The Knowledge Tab If the search bar is at the top of the main frame of the page you are using the Knowledge One on the Knowledge tab. ![Knowledge tab interface image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_one.png) The Knowledge tab merges functionality of the old Articles tab and the Article Management tab and uses federated search to search all your resources at once. On the Knowledge tab, you can: - Search all your Salesforce Knowledge articles and any of your external data sources, such as Microsoft® SharePoint®. - Filter articles by language and data categories. - Sort articles by published date, rating, most viewed, and title. - Use the **Create Article** drop-down to select an article type and create an article. - Use the dropdown by each article to follow or unfollow, edit, publish, and delete an article, depending on your permissions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For information on article permissions see [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles."). Also, when you use case feed, the Knowledge tab layout is applied to the article sidebar. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Experience Cloud site members without the Knowledge One permission cannot access Knowledge through Experience Cloud sites. They also can’t access Knowledge in Experience Cloud sites via Salesforce for Android or Salesforce for iOS. To switch to the Knowledge One and the Knowledge tab, have your administrator add the Knowledge One permission to your profile or permission set. ## The Articles Tag If the search bar is in the left-side panel of the page you are using the Articles tab. ![Articles tab interface image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_articles_tab.png) The Articles tab presents a list of your Salesforce Knowledge published articles. On the Articles tab, you can: - Search for published articles - View published articles - Create an article - Customize how the article information is displayed #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # ASAP Service Objective Use the Field Service ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ With data from your entire Salesforce org and other external sources, you can also use the ASAP objective to strategically guide the engine to expedite service in critical scenarios, even if it means increasing travel time or other costs. For example, prioritize scheduling appointments for imminent asset failures detected via IoT or asset monitoring This prioritization mitigates downtime and potential damage. You can do this by configuring an ASAP service objective with relevance groups configured to look at certain appointment criteria. Or, proactively manage customer relationships by expediting service for dissatisfied customers or those with high churn risk, directly impacting retention and customer lifetime value. Include the ASAP objective in a scheduling policy and define a weight to control how much the scheduling engine prefers scheduling an appointment to an earlier date or time over other scheduling preferences, such as minimizing travel time. When you use the ASAP objective to prioritize scheduling an appointment at the earliest possible date or time, consider also how its weighting affects other scheduling goals (service objectives). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We recommend that you include the ASAP objective in all scheduling policies with a weight of at least 1. This way you can make sure that, with all other variables being equal, the scheduling engine prefers to schedule work sooner rather than later. The earliest date or time an appointment can be scheduled is represented as the latest value of either the current date or time, the appointment’s earliest start permitted date or/ time, the appointment arrival window start time, or the optimization horizon start time (when you’re using an optimization service). This value represents the earliest logical time the appointment can be scheduled. The ASAP objective scores earlier scheduling options higher than later ones. For example, consider an appointment with - Earliest Start Date: January 1, 2024, at 8:00 AM - Due Date: January 30, 2024, at 8:00 PM The current time is January 7, 2024, at 12:00 PM, and the optimization horizon is from January 10, 2024, at 5:00 AM to January 17, 2024, at 5:00 AM. In this scenario, the earliest time the optimizer can schedule the appointment is the start of the optimization horizon on January 10, 2024, at 5:00 AM. Assuming all other factors remain the same, scheduling an appointment at this time receives a higher score than scheduling an appointment on January 10, 2024, at 6:00 AM. The ASAP objective is graded on a scale of 0 to 30 days in the future, where the earliest date/time described in the example is considered as 0. Understanding this scale is important when you consider the weighting of this objective relative to other objectives. For example, scheduling an appointment 1 day in the future versus 28 days has a significant difference on the 0 to 30 day scale. However, if all your appointments have 2-hour appointment windows, scheduling an appointment earlier in the 2-hour appointment window versus later in the appointment window has a less pronounced difference on the 0 to 30 day scale. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip With Relevance Groups, you can set different weights to ASAP objectives to prioritize different scenarios and service appointments. For example, see [Use the ASAP Objective With Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap_example.htm&type=5&language=en_US). ## When You’re Using Enhanced Scheduling and Optimization Using the 0 to 30 day scale, each minute that an appointment is scheduled after the earliest possible scheduled time is penalized, even minutes greater than the 30-day scale. The penalty is calculated as X minutes divided by the 30-day scale (30days x 24 hours per day x 60 minutes per hour). The total penalty points are multiplied by the weight of the ASAP objective in the scheduling policy used to contribute to the resulting score of the schedule for that appointment. This calculation can be used to equate to the penalty per minute of added travel time in the Minimize Travel Time objective. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation. ## When You’re Not Using Enhanced Scheduling and Optimization The scheduled time for an appointment is graded on the 0 to 30 day scale. Even if an appointment is scheduled after 30 days, the worst possible grade is 0. The graded value of the schedule for that appointment is multiplied by the weight of the ASAP objective in the scheduling policy used to contribute to the resulting score of the schedule for that appointment. When you use scheduling operations that aren’t optimization, such as Book Appointment, Get Candidates, Schedule, Fill-In Schedule, and Group Nearby actions, the objective score isn’t based on using a scale. Instead, the score is determined relative to the other scheduling options. For example, if you can schedule the appointment right now, 1 hour from now, and 2 hours from now, the objective scores are 100, 50, and 0 respectively on a scoring scale from 0 to 100. - **[Use the ASAP Objective With Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap_example.htm&release=264.0.0&type=5)** With Relevance Groups, you can set different weights to ASAP objectives to prioritize different scenarios and service appointments in Field Service. For example, you can create a specific ASAP objective with a higher weight to expedite an appointment with a customer who has a low customer sentiment score. This way, you can make sure that your most important customers are getting the service they need, even if it’s at the expense of travel time or other objectives. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) # Ask a Question with Dynamic Options with an Enhanced Bot Create a question with rich options that are filled dynamically from the object and fields you specify. For example, ask customers to choose from a list of their recent orders or cases. Then with the help of an Apex class or flow, present options to your customer in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Support for messaging components varies by channel. Before you begin: - From the Messaging Component page in Setup, [create a question with dynamic options](https://help.salesforce.com/s/articleView?id=service.messaging_components_dynamic_options.htm&language=en_US). When you set up a question with dynamic options, you create a question to the customer. The question text isn’t visible in the Bot Builder, but you don’t need to add a separate dialog step to send it. In the bot conversation, the question text is sent to the customer when they reach the dialog step that references your component. You can view or edit the question from the Messaging Components page in Setup, in the Constants section of the Component Details page for your component. - Create an Apex class or flow that dynamically generates session-specific choices each time the component is sent. - [Question with Dynamic Options: Example Apex Class](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_dynamic_apex.htm&release=264.0.0&type=5 "To use a question with dynamic options with your enhanced bot, create an Apex class to populate the options from the objects and fields you specify. The Apex class must return an ID list variable as output for use with the bot.") - [Question with Dynamic Options: Example Flow](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_dynamic_flow.htm&release=264.0.0&type=5 "To use a question with dynamic options with your enhanced bot, create an autolaunched flow to populate the options from the objects and fields you specify. The flow must return an ID list variable as output for use with the bot.") ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These instructions assume that you use a dedicated Apex class or flow to populate the messaging component. But you can use variables from anywhere in your bot, as long as they’re of the same object type specified in the messaging component. 1. To generate choices each time the component is sent, add an Apex class or flow to your dialog. 1. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the question with dynamic options to. 2. From the Dialog Component Library, drag the **Apex** or **Flow** action dialog step onto the canvas. 3. In the Step Properties panel, select the Apex class or flow associated with the question with dynamic options component. 4. For each output, create or select a bot variable to store the output of the Apex class or flow. Create or specify an ID list variable to store the dynamic choices. You reference these variables again in the Question (Dynamic) dialog step to show available choices and other information to the customer. 2. Add the question with dynamic options to your bot. 1. From the Dialog Component Library, drag the **Question (Dynamic)** dialog step onto the canvas. 2. In the Step Properties panel, select the question with dynamic options associated with your Apex class or flow. 3. To show available choices and other information with the component, for each input parameter, specify a bot variable. In most cases, specify the same output variables you created in the previous Apex or Flow action steps in the corresponding input parameter fields. For example, in an Apex action step, you store the output of the Case Search Apex class in the Case Results ID list bot variable. In the associated Question (Dynamic) dialog step, in the Record ID Options input parameter, you specify the same Case Results ID list bot variable. | Apex dialog step | Question (Dynamic) dialog step | | --- | --- | | ![An Apex action step showing the Case Results (Id List) output variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_question_dynamic_apex.png) | ![A Question (Dynamic) step showing the Case Results (Id List) input variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_question_dynamic.png) | 4. Specify a backup rule action for the bot to use if the required input parameters don’t return any choices to show to your customer. Select **Call Dialog** or **Redirect to Dialog**, and then select the appropriate dialog. 5. In the output section, select or create an ID variable to store the customer’s choice. ![An ID output variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_question_dynamic_output.png) 6. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the question, or the bot can ask the question and override the original value. 7. Optionally, add repair attempts to prompt the customer to try again if the bot doesn’t recognize their response. In the Repairing Misunderstanding section, include one or two repair attempts. ![A repair attempt instructing the customer to choose from the options shown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_question_dynamic_repair.png) After the bot makes these attempts, tell the bot how to resolve the issue. Specify whether the bot repeats the repair attempts until the customer selects a valid choice or moves on to the next dialog step without filling the variable. 3. Save your changes. - **[Question with Dynamic Options: Example Apex Class](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_dynamic_apex.htm&release=264.0.0&type=5)** To use a question with dynamic options with your enhanced bot, create an Apex class to populate the options from the objects and fields you specify. The Apex class must return an ID list variable as output for use with the bot. - **[Question with Dynamic Options: Example Flow](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_dynamic_flow.htm&release=264.0.0&type=5)** To use a question with dynamic options with your enhanced bot, create an autolaunched flow to populate the options from the objects and fields you specify. The flow must return an ID list variable as output for use with the bot. #### See Also - [Set Up a Dialog Question Step with Dynamic Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_dynamic.htm&release=264.0.0&type=5 "Use a Dynamic Question step to offer dynamically created choices based on the output of a selected action") - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") # Ask a Question with Static Options with an Enhanced Bot Create a question with static options messaging component to quickly gather customer information. For example, create a question that asks customers to select a reason for reaching out to the bot. Then present your customers with predefined options in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Support for messaging components varies by channel. 1. From the Messaging Component page in Setup, [create a question with static options](https://help.salesforce.com/s/articleView?id=service.messaging_components_static_options.htm&language=en_US). When you set up a question with static options, you create a question to the customer. The question text isn’t visible in the Bot Builder, but you don’t need to add a separate dialog step to send it. In the bot conversation, the question text is sent to the customer when they reach the dialog step that references your component. 2. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the question with static options to. 3. From the Dialog Component Library, drag the **Question (Static)** dialog step onto the canvas. 4. Optionally, select an entity in the **Entity Name** field if you want the customer’s response validated against an entity. 5. In the Step Properties panel, enter the name of your messaging component to search for and select it. If you don’t see your component, refresh the builder and try again. 6. Select or create a variable to store the customer’s response. 7. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the question, or the bot can ask the question and override the original value. 8. Optionally, add repair attempts to prompt the customer to try again if the bot doesn’t recognize their response. In the Repairing Misunderstanding section, include one or two repair attempts. After the bot makes these attempts, tell the bot how to resolve the issue. Specify whether the bot repeats the repair attempts until the customer selects a valid choice or moves on to the next dialog step without filling the variable. 9. Save your changes. ![A Question (Static) dialog step and Step Properties panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_question_static.png) #### See Also - [Set Up a Dialog Question Step with Static Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly.") - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") # Assess Interaction Quality for Case Set up and use evaluation forms to assess rep and customer interactions in cases. To reduce scoring bias and increase evaluation coverage for service reps in cases and related workflows such as Email-to-Case, see [Quality Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&language=en_US). # Assess Interaction Quality for Messaging Set up and use evaluation forms to assess rep and customer Messaging interactions. To reduce scoring bias and increase evaluation coverage for service reps in Messaging, see [Quality Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&language=en_US). # Assess Interaction Quality for Voice Calls Set up and use evaluation forms to assess rep and customer Voice Call interactions. To reduce scoring bias and increase evaluation coverage for service reps in Voice Calls, see [Quality Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&language=en_US). # Assess Your Readiness to Transition to Enhanced Chat Preparing to move from Legacy Chat to Enhanced Chat? Use the Chat Transition Readiness Report to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition. ### Required Editions
View supported editions for Enhanced Chat.
View supported editions for Legacy Chat.
Checkmark This article applies to: Enhanced Chat and Legacy Chat channels.
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. 1. Click the [installation link](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tQy000000BMmnIAG) to download and install the Chat Transition Readiness Report managed package in your customer org. 2. Select **Install for Admins only**, select the confirmation checkbox, and click **Install**. The managed package installs a Lightning app that includes the readiness report to review your current chat setup. 3. After installation, schedule a job to refresh the report data hourly. This schedules the data refresher to run every hour. Ask your Org Adminto run the following code in the Developer Console: ``` String cronExpression = '0 0 * * * ?'; ChatReport.ScheduleChatReportDataExtractors job = new ChatReport.ScheduleChatReportDataExtractors(); System.schedule('CoreSc_ScheduleChatReportDataExtractors', cronExpression, job); ``` Customers can modify the frequency by updating the `cronExpression` as needed 4. In the Service Console, click the **App Launcher** icon, and enter Chat Transition Readiness Report in the Quick Find box. Open the app to view the report. 5. Review the generated report, which lists all the active deployments, configurations, and customizations in your current setup. Click the value of a configuration to view details of that specific configuration. 6. This report refreshes hourly and can be downloaded as a PDF document. Click **Download** to save a copy. #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Prepare for a Seamless Shift from Legacy Chat to Enhanced Chat with Chat Transition Readiness Report](https://help.salesforce.com/s/articleView?id=release-notes.rn_chat_transition_readiness_report.htm&language=en_US) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Assessment Staged Data Records Verify and correct errors in form responses by using the assessment staged data record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled
When your mobile workers submit a Discovery Framework Data Capture form on the Field Service mobile app, the form responses are first saved in an assessment staged data record. This record holds the responses until they are validated. If the responses are valid, Salesforce automatically creates the final assessment and assessment question response records. If any form response contains errors, final records aren’t created. You can review, validate, and edit the incorrect responses in the assessment staged data record. The assessment staged data record checks for simple errors, such as text in number fields and missing responses to any assessment questions. It also makes sure that the date and time fields follow the ISO format. The entire set of responses is stored in a structured JSON format to help you identify errors easily without searching through all the data. Here’s a sample assessment staged data record. ![Assessment staged data record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_assessment_staged_data_record.png) The Dynamic Data Capture field (1) shows the form that’s associated with the assessment staged data. The Response field (2) stores the responses to the assessment questions that users submit, in JSON format. The Response Processing Status field (3) indicates the status of the processing of question responses, and the creation of the assessment and its related records. The Response Processing Error field (4) shows the errors encountered when the question responses were processed. In the sample assessment staged data record, the Response Processing Error field indicates that a date was entered in a non-ISO format for an assessment question.To fix this error, update the date to the ISO format and save the assessment staged data record. After the updated data is validated, Salesforce creates the final assessment and its related records. # Assessment Staged Data Records The assessment staged data record holds form responses until they're validated, so you can review and correct errors before the final records are created. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
When mobile workers submit a Data Capture form in the Field Service mobile app, the form responses are first saved in an assessment staged data record. This record holds the responses until they're validated. If the responses are valid, Salesforce automatically creates the final assessment and assessment question response records. If any response contains errors, the final records aren't created, and you review, validate, and edit the incorrect responses in the assessment staged data record. The assessment staged data record checks for simple errors, such as text in number fields and missing responses. It also makes sure that date and time fields follow the ISO format. The entire set of responses is stored in a structured JSON format, so you can find errors without searching through all the data. The assessment staged data record includes these fields: - **Dynamic Data Capture** — Shows the form that's associated with the assessment staged data. - **Response** — Stores the responses to the assessment questions, in JSON format. - **Response Processing Status** — Indicates the status of response processing and the creation of the assessment and its related records. - **Response Processing Error** — Shows the errors encountered when the question responses were processed. For example, if the Response Processing Error field indicates that a date was entered in a non-ISO format, update the date to the ISO format and save the assessment staged data record. After the updated data is validated, Salesforce creates the final assessment and its related records. # Asset Activity Track lifecycle events for hardware assets by using a core transactional logging entity. When you configure asset-based tracking at storage locations, the system records state changes and quantity updates automatically. Add the custom timeline to Lightning record pages so that admins and IT reps can quickly view chronological asset history. Review record modifications, status adjustments, and initiating users at a glance. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[IT Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_track_activity.htm&release=264.0.0&type=5)** Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments. # Asset and Configuration Item Field Synchronization Field-level sync aligns IT Hardware Asset Management and Configuration Management Database records. Event-driven sync resolves data conflicts, translates values, and stops infinite update loops. This framework makes sure that the IT team finds accurate inventory details. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Field-Level Sync Mapped fields keep critical data points consistent between hardware assets and linked CIs. This automated framework syncs standard and custom field values across systems. To manage dataflow, configure these layers: - **Field Mapping**: Link specific asset fields to CI fields with the Configuration Management Item Field Map. Configure up to 40 field mappings per sync rule. - **Field Value Mapping**: Translate picklist options and specific values between systems with the Configuration Management Item Value Map. ## Field Types and Conversion Rules CI field sync supports data mapping and formatting rules that govern how field values convert between systems. - **Boolean to Boolean**: Maps boolean values directly between systems while preserving the exact logical truth value. - **Date to Date**: Converts date values between systems while preserving the exact calendar date. - **DateTime to DateTime**: Converts outbound values to UTC ISO-8601 strings while preserving the exact instant. - **Date to DateTime**: Converts Date values to midnight UTC (00:00:00.000Z). - **DateTime to Date**: Normalizes the instant to UTC and derives the corresponding UTC calendar date. - **Record ID to Text**: Converts a **Salesforce Record ID** into its alphanumeric string representation for storage in plain-text fields. - **Text to Text**: Maps string values directly between systems while preserving the exact **character sequence and text content**. We don’t allow datetime to text, text to datetime, text to boolean, and boolean to text, text to record ID conversion rules. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Mapped fields should have compatible data types. Validation explicitly blocks mappings between incompatible data types (such as mapping a **Text/String** field to a **Date** or **DateTime** field) to prevent runtime data conversion and sync errors. ## Source of Truth and Ownership Designate a single source of truth for each mapped field to preserve data integrity. The source of truth determines the authoritative system and dictates update directions. Authoritative assignments typically follow these categories: - **Asset-Driven**: Authoritative for financial, contractual, and lifecycle milestone data, such as assignments, cost centers, locations, or purchase dates. - **CI-Driven**: Authoritative for technical attributes from external discovery tools, such as operating systems, network addresses, or timestamps. If you modify a value in a non-authoritative system, the synchronization engine overwrites the change. This overwrite maintains absolute alignment with your designated source of truth. ## Protection Mechanisms Automated protections prevent infinite update loops during bidirectional processing. - **Loop Prevention**: The system tags changes when updating a CI. The Configuration Item Change Event recognizes this tag to clear repetitive cycles. - **Asynchronous Processing**: Synchronization runs as a non-blocking process. If a single record fails, batch processing continues normally for the remaining items. ## Visibility and Auditability The Configuration Management Item Sync Log records all activity, status updates, and execution errors. This log provides a clear audit trail to investigate mapping discrepancies directly in the user interface. #### See Also - [Configure Asset Matching Criteria](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_configure_matching_asset_rules.htm&release=264.0.0&type=5 "Define criteria to automatically link discovered configuration items (CIs) to existing assets in IT Asset Management. Create global rules that apply to a parent CI hierarchy, or create specific rules for individual CI types. Setting up a global rule follows the same steps as creating a specific rule.") - [Resolve Asset and Configuration Item Sync Errors](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_resolve_sync_errs.htm&release=264.0.0&type=5 "Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.") - [Configure Asset Matching Criteria](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_configure_matching_asset_rules.htm&type=5&language=en_US) - [Resolve Asset and Configuration Item Sync Errors](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_resolve_sync_errs.htm&release=264.0.0&type=5 "Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.") # Asset and Configuration Item Synchronization Field-level synchronization keeps your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned. This bidirectional, event-driven synchronization resolves data conflicts, translates values, and prevents infinite update loops. IT fulfillers can rely on accurate, up-to-date inventory details. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Field-Level Synchronization Mapped fields keep critical data points consistent between hardware assets and linked configuration items (CIs). This automated framework synchronizes properties such as status, owner, or location across systems. Manage this dataflow by configuring these layers: - **Field Mapping**: Link specific asset fields to corresponding CI fields with the Configuration Management Item Field Map. - **Field Value Mapping**: Translate picklist options and specific values between systems by using the Configuration Management Item Value Map. ## Source of Truth and Ownership Designate a single source of truth for each mapped field to preserve data integrity. The source of truth determines the authoritative system and dictates update directions. Authoritative assignments typically follow these categories: - **Asset-Driven**: Authoritative for financial and ownership data, such as assignments, cost centers, or locations. - **CI-Driven**: Authoritative for technical attributes from external discovery tools, such as operating systems or network addresses. If you modify a value in a non-authoritative system, the synchronization engine overwrites the change. This action maintains alignment with your designated source of truth. ## Protection Mechanisms Built-in protections prevent infinite update loops during bidirectional processing. - **Loop Prevention**: The system tags changes when updating a CI. The Configuration Item Change Event recognizes this tag to clear repetitive cycles. - **Asynchronous Processing**: Synchronization runs as a non-blocking process. If a single record fails, batch processing continues normally for the remaining items. ## Visibility and Auditability The Configuration Management Item Sync Log records all activity, status updates, and execution errors. This log provides a clear audit trail for investigating mapping discrepancies in the user interface. #### See Also - [Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery.") - [Configure Asset Matching Criteria](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_configure_matching_asset_rules.htm&release=264.0.0&type=5 "Define criteria to automatically link discovered configuration items (CIs) to existing assets in IT Asset Management. Create global rules that apply to a parent CI hierarchy, or create specific rules for individual CI types. Setting up a global rule follows the same steps as creating a specific rule.") # Asset and Configuration Item Synchronization Keep IT hardware asset and configuration item (CI) records aligned so your IT reps work with accurate inventory data. Map fields and designate a source of truth for each one. Built-in loop prevention stops repeating updates, and the sync log helps you troubleshoot errors. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Asset and Configuration Item Field Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ci_field_sync.htm&release=264.0.0&type=5)** Field-level sync aligns IT Hardware Asset Management and Configuration Management Database records. Event-driven sync resolves data conflicts, translates values, and stops infinite update loops. This framework makes sure that the IT team finds accurate inventory details. - **[Map Asset and Configuration Item Fields](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_map_ci_fields.htm&release=264.0.0&type=5)** Keep your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned with event-driven, bidirectional synchronization. Map corresponding fields, establish a source of truth, and configure field value translations to resolve data conflicts between systems. - **[Coordinate IT Assets and Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_cmdb_sync.htm&release=264.0.0&type=5)** Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments. # Asset Attributes Limitations and Considerations Before you set up Asset Attributes, review its limitations and considerations. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Limitations - Asset Attributes is limited to 25 attributes per asset. To prevent data inaccuracies in work orders created from usage-based maintenance plans, limit the number of attributes to 10 per asset. - Bulk inserts or updates of asset attributes are limited to 2,000 in one API operation. - Asset threshold monitoring display is limited to 50 threshold cards. - Asset threshold monitoring uses platform events, which together are limited to 2,000 concurrent users viewing real-time threshold updates on the asset’s record page. These platform events don’t impact your Salesforce org’s [platform event limitation](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_event_limits.htm). - If a recordset filter criteria’s custom logic condition is empty and a recordset filter criteria monitor is created for this recordset filter criteria with Asset, deleting the recordset filter criteria rule doesn’t perform recordset filter criteria evaluation or update the threshold card data. - When adding a recordset filter criteria rule via API, you must manually add the custom logic. - When creating or updating a recordset filter criteria with a custom logic condition, you must open and close parentheses in the expression as needed. If the parentheses are missing, the recordset filter criteria evaluation fails, and the threshold field in the card isn’t updated. - For the number, price, and currency data type of fields and number data type of attributes, you must explicitly add the value zero to the recordset filter criteria custom logic when fields or attributes in the asset have an empty value. - Real-time updates on formula fields aren’t supported. - Real-time updates aren’t reflected on the threshold cards in these cases. - When you add or delete a recordset filter criteria monitor that’s associated with an asset. - When you update the label of an asset attribute or asset field that’s associated with a recordset filter criteria. - When you update the user permissions of asset attributes. - When you create a custom field for an asset and use it to monitor that asset. - If you delete an asset attribute, you can’t undo this action. ## Considerations - These setup options in Object Manager for asset attributes aren’t supported. - Validation rules - Record types - History tracking - Buttons, links, and actions - For custom objects that have related attribute definitions, add the Datatype field to the Attribute Definition related list to show the Default Value field correctly on the related list. - The Threshold card is presented only to users with Edit permissions on Asset. - The Delete action appears in the threshold card and in the Asset Attribute related list even if the user doesn’t have Delete permissions. An error message is shown if the user tries to delete. # Asset Downtime Period Fields Asset downtime represents a period during which an asset isn’t able to perform as expected. Downtime periods include planned activities, such as maintenance, and unplanned events, such as mechanical breakdown. Asset Downtime Periods have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Field Name Description
Asset Downtime Period Number The unique number of this asset downtime period record.
Asset The asset this asset downtime period applies to.
Description The description of this asset downtime period.
Downtime Type

The type of this asset downtime period. Possible values are:

  • Planned
  • Unplanned
End Date The date when this asset downtime period ended.
Outside Uptime Calculation Period Whether this asset downtime period is excluded from the calculation of accumulated downtime and accumulated unplanned downtime, and therefore not included in availability and reliability calculations.
Start Date The date when this asset downtime period started.
# Asset Eligibility Enforcement Workflow Impacts Review system behaviors across automated processes when assets lack the mandatory IT hardware indicator (IsItHardwareAsset = TRUE). Validation enforcement blocks active asset records that lack hardware tags. This process prevents downstream data corruption and transaction failures across integrated lifecycle services. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Workflow Deficits Review this matrix for detailed breakdowns of impacted operations and failure behaviors. | Operational Domain | System Blockage and Failure Behavior | | --- | --- | | Sourcing and Fulfillment | Blocks users from adding untagged devices to a Fulfillment Order Line Item. Standard sourcing flows explicitly exclude ineligible hardware records from hard allocations. | | Reclaim and Refresh Automation | Screen flows drop untagged assets from active processing. Evaluating an unassigned or ineligible owner record causes the processing transaction to roll back. | | Asset Disposal and Compliance | Blocks Asset Managers from linking retired or out-of-service hardware devices to a Disposal Order Line Item. | | Automated Financial Depreciation | Restricts calculations to verified hardware assets. Untagged assets fail to log final depreciation entries, disrupting book value metrics. | # Asset Eligibility Framework Review the central Asset Eligibility Framework before turning on hardware validation. This framework protects subscription tracking and multi-domain data integrity. It provides isolation between co-existing asset clouds to prevent automated operations from affecting non-IT asset classes. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Framework Overview and Strategic Value IT Hardware Asset Management (ITHAM) identifies records actively managed under the ITHAM product domain by using a dedicated IT Hardware indicator field (`IsItHardwareAsset`) on the Asset entity. The system uses this marker to validate record scope before running background operations, automated workflows, or lifecycle transitions. If an asset lacks an explicit mark as an eligible IT Hardware asset, the system treats the record as out-of-scope. A pre-deployment data audit and framework compliance check are required for two main reasons: - **Billing and Subscription Integrity:** ITHAM subscription metering and billing calculations depend directly on the total count of active, managed IT Hardware assets. Untagged valid records compromise metering accuracy. - **Co-existence Domain Isolation:** Many organizations run multiple asset-tracking product domains within a single Salesforce org. Eligibility enforcement makes sure that automated hardware processes don't overwrite or corrupt data in adjacent, non-IT asset classes. ## Enforcement Guardrails Validation enforces strict record compliance. If a processing batch contains a single ineligible asset, the system rejects the entire transaction. Production environments don't support an emergency or temporary bypass switch for the Asset Eligibility Framework. Systematically audit and tag all active hardware assets before you turning on global enforcement. # Asset Eligibility Framework Protect subscription tracking and multi-domain data integrity by enforcing hardware validation across your asset clouds. Tag active records by using the `IsItHardwareAsset` field to prevent background processes from impacting non-IT asset classes. Turn on global enforcement only after auditing your data, as batch failures automatically block lifecycle operations across sourcing, reclamation, disposal, and depreciation. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Asset Eligibility Framework](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_eligibility_frmwk.htm&release=264.0.0&type=5)** Review the central Asset Eligibility Framework before turning on hardware validation. This framework protects subscription tracking and multi-domain data integrity. It provides isolation between co-existing asset clouds to prevent automated operations from affecting non-IT asset classes. - **[Asset Eligibility Enforcement Workflow Impacts](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_eligibility_impacts.htm&release=264.0.0&type=5)** Review system behaviors across automated processes when assets lack the mandatory IT hardware indicator (IsItHardwareAsset = TRUE). Validation enforcement blocks active asset records that lack hardware tags. This process prevents downstream data corruption and transaction failures across integrated lifecycle services. # Asset Fields Assets and asset relationships have the following fields. Depending on your page layout and field security settings, some fields may not be visible or editable. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Asset
Field Name Description
Account Account associated with the asset. Each asset must be associated with an account or contact.
Asset Division Division to which the asset belongs. This value is automatically inherited from the related account if any. Otherwise the value is inherited from the related contact. Available only in organizations that use divisions to segment their data.
Asset Level

(Read Only) The asset’s position in an asset hierarchy. If the asset has no parent or child assets, its level is 1. Assets that belong to a hierarchy have a level of 1 for the root asset, 2 for the child assets of the root asset, 3 for their children, and so forth.

On assets created before Summer ’17 that are part of an asset hierarchy, the asset level defaults to –1. Once the asset record is updated, the asset level is calculated and automatically updated.
Asset Name

Identifying name for the asset.

In Salesforce Classic, if you select a product from the product lookup and leave the asset name blank, the name auto-populates to reflect the product name when the record is saved.
Asset Owner Individual user to which the asset is assigned. By default, the asset owner is the user who created the asset record.
Asset Provided By The account that provided the asset, typically a manufacturer.
Asset Serviced By The account in charge of servicing the asset.
Competitor Asset Indicates whether the asset represents a competitor’s product. This checkbox helps you track which customers are using your competitor’s products.
Contact

Contact associated with the asset. Each asset must be associated with an account or contact. If you choose both an account and contact, they don’t need to be related to each other. Contacts that are not associated with an account cannot be linked to assets.

If the Contact field lists a person account, the asset doesn’t appear in the account’s Assets related list.
Description Description of the asset.
Install Date Date the asset was installed.
Internal Asset Indicates that the asset is produced or used internally.
Location The asset’s location. Typically, this is the place where the asset is stored, such as a warehouse or van.
Parent Asset

The asset’s parent asset.

View, create, and delete an asset’s child assets in the Child Assets related list. To view a tree grid of an asset hierarchy in Lightning Experience, click View Asset Hierarchy from the action drop-down menu on an asset detail page.
Price Amount the customer paid for the asset.
Product The product on which the asset is based.
Product Code The internal code or product number used to identify the related product.
Product Description The description of the related product.
Product Family The related product’s category.
Product SKU The SKU of the related product.
Purchase Date Date the customer bought the asset.
Quantity The number of assets purchased.
Root Asset (Read Only) The top-level asset in an asset hierarchy. Depending on where an asset lies in the hierarchy, its root might be the same as its parent.
Serial Number The model number on the asset.
Status

The asset’s status. This picklist contains the following values, which can be customized:

  • Purchased
  • Shipped
  • Installed
  • Registered
  • Obsolete
Usage End Date The date the asset expires or the last date it is under warranty. Use this field to store whatever date is appropriate for your business.
## Asset Relationship Asset relationships represent non-hierarchical relationships between assets due to replacements, upgrades, or other circumstances. Relationships appear in the Primary Assets and Related Assets related lists on asset records. | Field Name | Description | | --- | --- | | Asset | The replacement asset. | | Asset Relationship Number | An autogenerated number identifying the asset relationship. | | From Date | The day the replacement asset is installed. | | Related Asset | The asset being replaced. | | Relationship Type | The type of relationship between the assets. This field comes with three options—Replacement, Upgrade, and Crossgrade—but you can create more in Setup. | | To Date | The day the replacement asset is uninstalled. | # Asset Health Score The Asset Health Score indicates the overall condition and performance of an asset. Learn more about [Asset Health Score](https://help.salesforce.com/s/articleView?id=xcloud.pfs_pas_intro.htm&type=5&language=en_US). # Asset Reclamation Lifecycle and Best Practices Learn how Service Level Agreements (SLAs) track and escalate hardware return milestones across the asset lifecycle. Review recommended practices for integrating HR event triggers and tagging bulk requests for campaign tracking. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service Level Agreement Governance and Escalations Service Level Agreements (SLAs) monitor key phases of the asset lifecycle: - **Draft Status SLA**: Triggers automated reminders through Slack and email notifications if an employee doesn't complete the intake form within the warning threshold. Continued non-compliance escalates the task to the employee's direct manager. - **Transit State SLA**: Tracks the physical return journey until stockroom personnel receive the hardware and mark the order status complete. ## Operational Best Practices - **HR Integration:** Link reclamation workflows to external HR event triggers (such as Workday termination events). This integration creates service requests immediately and preserves employee contact details before network access deactivation. - **Campaign Tracking:** Associate bulk reclamation requests with an overarching **Campaign** tag to turn on dashboard reporting on exit waves. # Asset Service Prediction Asset Service Prediction (ASP) harnesses the power of predictive analytics to forecast the probability of future work orders based on historical repair data from Salesforce Field Service. ASP delivers actionable insights, enabling technicians to achieve one-and-done service by addressing current and anticipated issues during a single visit. This approach saves on truck rolls, reduces asset downtime, and ultimately enhances customer satisfaction. ### Required Editions
Available in: Lightning Experience in Connected Assets with Field Service enabled.
To purchase the Connected Assets add-on license, contact your Salesforce account executive.
- **[Asset Service Prediction Considerations](https://help.salesforce.com/s/articleView?id=service.fs_asp_considerations.htm&release=264.0.0&type=5)** Learn about the Asset Service Prediction limitations and considerations. - **[Set Up Asset Service Prediction](https://help.salesforce.com/s/articleView?id=service.fs_asp_setup.htm&release=264.0.0&type=5)** Use the guided setup to install and configure Asset Service Prediction. - **[Review Einstein Predictions for Asset Service Prediction](https://help.salesforce.com/s/articleView?id=service.fs_asp_review_einstein_predictions.htm&release=264.0.0&type=5)** Review batch data transformations, model predictions, and metrics in Einstein Studio to better understand how your data is being used and how your models are performing. # Asset Service Prediction Considerations Learn about the Asset Service Prediction limitations and considerations. ### Required Editions
Available in: Lightning Experience in Connected Assets with Field Service enabled.
To purchase the Connected Assets add-on license, contact your Salesforce account executive.
## Prerequisites To set up your AI model, you must have Data 360 and Agentforce Service (formerly Service Cloud) enabled within the same Salesforce org. The standalone [Data Cloud One](https://help.salesforce.com/s/articleView?id=data.c360_a_connect_salesforce_orgs.htm&type=5&language=en_US) edition isn't supported. ## Data Requirements and Formatting - **Repair Data Source**: The model is designed to use work orders as the primary source of repair information. - **Repair Types**: For the model to work correctly, use standardized repair types. - Use a defined list of categories, such as Screen Replacement or Battery Malfunction, instead of allowing free-text entries. - Each AI model supports a maximum of 200 unique repair types. If you require more repair types, create and train additional models. - **External Data:** If you store repair data in external systems, ensure it references the original work order or repair record in your CRM. - **Sufficient Data Columns:** The model requires a minimum of three columns with data for training. Although it's configured to select eight columns by default, empty columns are automatically dropped. ## Model Training & Maintenance - **Duplicate Entries:** It's normal to see duplicate primary key values in the data after it has been transformed. This doesn't affect the quality or accuracy of your model. - **Troubleshooting Failures:** If the model fails because of bad data, you can fix it by reviewing the Asset Service Action Data Lake Object. Use it to filter out problematic entries or adjust the data fields as needed. - **Optional—For Fresher Predictions:** To get predictions based on the most recent information, schedule your data preparation tasks to run more often than your model's scoring schedule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To customize access to Data 360 objects used by Asset Service Prediction, grant object access according to your chosen Data Governance policy. If you have more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of \_. For help, see [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). # Asset Status Categories and Quantity Rollups Understand how predefined status categories map to asset lifecycle stages and reflect in overall inventory counts. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
When an asset's status changes, the system automatically logs the transaction and updates the corresponding product item quantity fields. In the IT Hardware Asset Management data model, status categories serve as structural classifications for an asset's lifecycle stage. These categories map to various dynamic asset status values so that inventory counts automatically reflect real-world changes. ## Understand Status and Category Mapping - **Status Category**: A fixed, structural classification (such as In Stock or In Use) that defines an item's lifecycle stage. - **Asset Status**: A customizable status value (such as Available, Reserved, or Pending Repair) that tracks exactly what happens to an asset within that lifecycle stage. By mapping custom asset status values to fixed status categories, the system translates specialized workflows into predictable backend inventory counts without restricting the organization to rigid default terminology. ## Map Status Categories to Asset Statuses The system categorizes lifecycle stages as follows: | Status Category | Asset Status | | --- | --- | | On Order | On Order | | In Transit | In Transit | | In Stock | Available, Reserved, Pending Install, Pending Transfer, Defective, Pending Repair, On Hold, Reclaimed | | In Use | Assigned, Pending Reclaim, Pending Retirement, Unassigned | | In Maintenance | In Maintenance | | Retired | Pending Disposal, Pending Certificate of Disposal, Disposed | | Missing | Lost, Stolen | ## Inventory Quantity Rollups Relying on a single total quantity count creates operational challenges. For instance, if an inventory audit includes items already reserved for incoming employees or out for repair, you risk over-promising equipment. This can trigger emergency procurement cycles. These automated rollups separate inventory into distinct quantity fields. This configuration provides sourcing agents with real-time visibility into availability. It ensures auto-replenishment routines query available stock quantities and tracks asset depreciation in financial reports. When an asset's status changes, the system automatically updates the corresponding quantity fields for the related product item: | Asset Status | Impacted Quantity Field on Product Item | | --- | --- | | Available / Reclaimed | Quantity On Hand | | Defective | Quantity On Hand, Quantity Damaged | | In Transit | Quantity In Transit | | Assigned | Quantity Allocated | | Reserved | Quantity On Hand, Quantity Allocated | | On Hold | Quantity On Hand, Quantity On Hold | | Pending Disposal | Quantity On Hand, Quantity On Hold | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If your Salesforce admin creates custom asset statuses, map them to these static status categories to maintain continuous data lineage and preserve automated inventory quantity rollups. # Asset Status Mapping Map dynamic asset statuses to product item quantity fields to automatically update inventory counts when an asset changes status. Connect asset lifecycle states to quantity fields to maintain accurate inventory records without manual data entry. Review default status mappings and considerations before you configure custom mapping rules. - **[Asset Status Mapping](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_mapping.htm&release=264.0.0&type=5)** Gain granular visibility into hardware inventory with status-driven quantity tracking. Map dynamic asset statuses to specific product item quantity fields. Inventory counts automatically reflect real-world lifecycle changes. This tracking isolates standard from high-priority inventory allocations. It prevents double-booking devices across locations and automates compliance audits. - **[Manage Inventory Counts with Asset Status Mappings](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_map_ref.htm&release=264.0.0&type=5)** Map dynamic asset statuses to static product item quantity fields. This process automatically tracks granular inventory counts without manual data entry. When a hardware asset undergoes a lifecycle change, the system updates state-based quantity fields on its related product item record. Check stockroom states in real-time to optimize sourcing pathways, prevent double-booking, and eliminate fulfillment delays. - **[Configure Asset Status Mappings](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_map.htm&release=264.0.0&type=5)** Map dynamic asset statuses to product item quantity fields. The asset status-mapping framework dictates how individual asset statuses roll up into aggregate quantity fields on product item records. - **[Asset Status Tracking Rules](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_rules.htm&release=264.0.0&type=5)** To preserve inventory accuracy, review picklist configurations and background financial logging before changing asset status mappings. - **[Maintain Inventory Data Integrity by Using Automated Dual Ledgers](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_dual_ledgers.htm&release=264.0.0&type=5)** Automated dual ledgers maintain inventory data integrity across your organization. A double-entry transaction engine automatically tracks asset movements and balances stock records. # Asset Status Mapping Gain granular visibility into hardware inventory with status-driven quantity tracking. Map dynamic asset statuses to specific product item quantity fields. Inventory counts automatically reflect real-world lifecycle changes. This tracking isolates standard from high-priority inventory allocations. It prevents double-booking devices across locations and automates compliance audits. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Strategic Value of Asset Status Mapping Accurate inventory tracking directly affects workforce productivity and compliance. A status-driven framework provides clear operational advantages. - **Eliminate Visibility Gaps**: View real-time availability across stockrooms. Prevent double-booking devices and avoid unnecessary procurement when deployable assets exist elsewhere. - **Protect Local Deployment Allocations**: Isolate standard inventory from high-priority allocations, such as executive reserves or new-hire onboarding. - **Automated Financial and Audit Ledgers**: Every status transition automatically updates aggregate product item metrics. The system writes double-entry ledger entries to preserve transaction history. ## Status-Driven Quantity and Category Mappings An asset's dynamic status drives the quantity fields on the related product item record. When an asset's state changes, the system decrements the quantity field for the old status. It simultaneously increments the field for the new status. ## Status Category Mapping Every custom or standard asset status maps to a static Asset Status Category. Examples include In Stock, In Use, In Transit, Retired, or Missing. This category standardizes system behavior and automated workflows regardless of customized picklist names. ## Single Status to Multiple Fields A single asset status value maps to one or more quantity fields simultaneously. - **Reserved**: Updates **Quantity On Hand** and **Quantity Allocated**. - **Defective**: Updates **Quantity Damaged** and **Quantity On Hand**. - **On Hold or Pending Disposal**: Updates **Quantity On Hand** and **Quantity On Hold** to isolate records from active deployment. ## Route Dynamic Values Through Predefined Status Categories Customize the dynamic asset status picklist to fit specific operational workflows while maintaining platform stability. - **Predictable Reliability**: Status categories act as predefined classifications with a strict one-to-one mapping to quantity fields on the **Product Item** record. - **Customization**: Map new operational sub-statuses to an existing static category. For example, map a custom status like "Available - Refurbished" to the predefined **In Stock** category. - **Data Integrity**: Background sync processes read the fixed category to control inventory rollups. This ensures custom picklist values don’t disrupt inventory logic. ## Requirements for Mapping Activation Before asset status-mapping rules take effect and calculate inventory rollups, confirm the following configuration settings. - **Location Settings**: On the **Location** record, select **Inventory Location**. Set **Usage Type** (Serialized Inventory Tracking Method) to **Asset-based**. - **Product Settings**: Select **Product Serialized** on the associated product record. - **Active Mappings**: Configure and save the corresponding mapping rows under the **Status Category** and **Inventory Quantity** tabs in the **Asset Status Mapping** Setup console. ## Asset Search Mapping Control which assets appear in lookup windows during operational workflows. Map filter contexts to specific standard asset statuses in the **Asset Search** tab. - **Fulfillment Order Search**: Pre-filters assets in the _Available_ state. - **Return Order Search**: Pre-filters assets in the _Assigned_ state. - **Product Transfer Search**: Pre-filters assets in the _Available_ state. - **Disposal Order Search**: Pre-filters assets in the _Retired_ state. - **Certificate of Disposal Search**: Pre-filters assets in the _Pending Disposal Certificate_ state. #### See Also - [Configure Asset Status Mappings](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_map.htm&release=264.0.0&type=5 "Map dynamic asset statuses to product item quantity fields. The asset status-mapping framework dictates how individual asset statuses roll up into aggregate quantity fields on product item records.") - [Asset Status Categories and Quantity Rollups](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_rollups.htm&release=264.0.0&type=5 "Understand how predefined status categories map to asset lifecycle stages and reflect in overall inventory counts.") - [Asset Status Tracking Rules](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_rules.htm&release=264.0.0&type=5 "To preserve inventory accuracy, review picklist configurations and background financial logging before changing asset status mappings.") # Asset Status Tracking Rules To preserve inventory accuracy, review picklist configurations and background financial logging before changing asset status mappings. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Picklist Value Modifiers and Deletion Risks Admins add custom configuration values to the Asset Status dynamic picklist to match organizational workflows. The system architecture relies on picklist values to calculate field-level rollups, including quantities in transit, on-hand counts, and allocations. - **Configuration Integrity**: Altering or removing active picklist values without auditing mapping dependencies disrupts data sync. - **Asset Mapping Sequencing**: To modify an infrastructure lifecycle phase safely, configure and activate new asset mappings in Setup before deprecating old picklist options. This framework prevents unmapped asset states and protects reporting tables from data corruption. ## Automated Ledger Records and Trigger Executions For locations configured for asset-based tracking, automated logic governs stock updates to maintain an accurate ledger trail. - **Background Operations**: When an asset changes phases, the system automatically adjusts the corresponding record details on the parent product item. The mapping sequence decrements the initial quantity and increments the subsequent quantity. - **Transaction Records**: The system automatically creates a ledger entry on the Product Item Transaction object with an Adjusted transaction type after an update completes. - **Workflow Constraints**: Rely on automated workflows for state changes to prevent duplicate balances or tracking discrepancies, and avoid manual entries on the transaction object. # Assets Management Dashboard Understand and monitor your active assets. Keep up with your organizational goals for average asset uptime, unscheduled downtime, and SLA compliance for asset services. Select from the filters to refine your view, and review the high-level statistics. In the charts, you can see total assets, total assets installed, and averages for availability, reliability, and unscheduled downtime. Lastly, drill into details for each asset. | My Performance KPI | CALCULATION | | --- | --- | | Total asset | Total number of assets. | | Total Installed Assets | Total number of assets installed in the org. | | Availability (%) | Average availability of assets based on the Availability field on the Asset object. | | Average time between Failures | Average time between failures based on the Average Time Between Failures field on the Asset object. | | Reliability (%) | Average reliability of assets based on the Reliability field on the Asset object. | | Mean time to repair | Average time between repairs based on the Average Time Between Repairs field on the Asset object. | | Unscheduled Downtime | Average unplanned downtime based on the Unscheduled Downtime field on the Asset object. | | Unscheduled Downtime by product type | You can view the average availability, reliability and unscheduled downtime for each product type. | | Total assets by status | Total number of assets grouped by status. | | Total assets by product type | Total number of assets sorted by product type. | # Assign a Broadcast Topic to a Group To send a broadcast alert to a predetermined set of Salesforce users, assign a broadcast topic to one or more groups. When an incident occurs, incident managers can then send broadcast alerts to a group in Salesforce based on a broadcast topic. ### Required Editions
View supported editions.
Before you assign a broadcast topic to a group, create a broadcast topic. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only public groups and queues are supported for broadcast alerts. 1. From a broadcast topic record, select the **Assign to Groups** quick action. ![Assign to Groups button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_assign_groups_button.png) 2. Select one or more groups that incident managers can send an alert to based on the selected broadcast topic. 3. Click **Assign**. After you finish assigning broadcast topics to groups, [give users access to Broadcast Communication objects](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_broadcast_comms_access.htm&release=264.0.0&type=5 "To let users create different broadcast types, give them access to Broadcast Communications object permissions."). # Assign a Broadcast Topic to a Network Site To let users add a broadcast site banner to your Aura and LWR sites, assign a broadcast topic to one or more network sites. Assigning the broadcast topic to a network site creates a link between a broadcast topic and your Experience Cloud sites. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic. ### Required Editions
View supported editions.
Before you assign a broadcast topic to a network site, create a broadcast topic. 1. From a broadcast topic record, select the **Assign to Networks** quick action. ![Assign to Networks button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_assign_to_networks_button.png) 2. Select one or more network sites that users can add a broadcast site banner to based on the selected broadcast topic. 3. Click **Assign**. # Assign a Broadcast Topic to a Slack Channel To let users share incident updates in Slack, assign a broadcast topic to one or more Slack channels. When an incident occurs, incident teams can then send broadcast Slack messages to a channel in Slack based on a broadcast topic. ### Required Editions
View supported editions.
Before you assign a broadcast topic to a Slack channel, create a broadcast topic. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only public channels are supported for broadcast Slack messages. You can assign a broadcast topic to only one Slack channel at a time. After the broadcast topic is assigned to a channel, a broadcast topic collaboration room record is created. 1. From a broadcast topic record, select the **Assign to Slack Channel** quick action. ![Assign to Slack Channel button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_assign_slack_button.png) 2. Select your Slack workspace. 3. Select the Slack channel that incident team members can send a broadcast Slack message to based on the selected broadcast topic. 4. Click **Assign**. 5. To assign the broadcast topic to more Slack channels, click **Add Another**, and then repeat steps 1 through 4. After you finish assigning broadcast topics to Slack channels, [give users access to Broadcast Communication objects](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_broadcast_comms_access.htm&release=264.0.0&type=5 "To let users create different broadcast types, give them access to Broadcast Communications object permissions."). # Assign a Console Component to an App in Salesforce Classic After you add a console component to Salesforce Console apps, you must assign it to each console for user access. ### Required Editions
User Permissions Needed
To assign custom console components to an app: Customize Application
1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app. 3. Click **Edit**. 4. In Choose Custom Console Components, add any available components to your app. In Align Console Components, choose whether to align components to the left or right of the console’s footer. 1. Click **Save**. #### See Also - [Add Console Components to Apps in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_app.htm&release=264.0.0&type=5 "After you create a console component, you can add it as a button in the footer of Salesforce console so users have access to it.") # Assign a New Page to the Command Center for Service V2 Navigation Option Assign a custom Command Center page to be shown when users open the Command Center for Service V2 navigation option. Activate the page for the appropriate org, app, profiles, or groups, and give the profiles access to the navigation item. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Command Center for Service V2 is available only in orgs that use Enhanced Omni-Channel.
View supported editions.
User Permissions Needed
To customize Lightning pages: Customize Application
To access Command Center for Service V2: Access Command Center for Service V2
1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Create a new page of type Command Center or clone the Command Center for Service V2 template. 3. Click **Activate**, then select an activation scope, such as **Org Default, App Default, or App, Record Type,** and **Profile**. Save your changes. - **App:** Assign the Lightning App Builder page to the Service Console application (or another app of your choice). - **Public Group or Profile:** Map page visibility to the specific Public Group or Profile containing your target supervisors. 4. From Setup, enter Profiles in the Quick Find box, then select **Profiles**, and open the profile that needs access to Command Center for Service V2. 5. In the profile's Object Settings, find Command Center for Service V2 and set its visibility to Default On. 6. From Setup, in the Quick Find box, enter App Manager, and then select **App Manager**. For the Lightning app where you want to see the Command Center for Service, click the dropdown arrow and select Edit. 7. Select **Navigation Items.** 8. Move Command Center for Service V2 from the available items list to the selected items list. 9. Click **Save**. # Assign a Permission Set for Appointment Assistant Real-Time Location You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when they’re on their way to the appointment. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To create permission sets: Manage Profiles and Permission Sets
1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set. 1. Click **New**. 2. For Label, enter the name of the permission set, for example, Appointment Assistant. 3. Click the API Name field to populate it. 4. For License, select **Field Service Appointment Assistant**. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_2_permission_sets.png) The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account executive for help. 3. Save the permission set. 4. Enable the permission set. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Open the Appointment Assistant permission set that you created. 3. In System, click **System Permissions**. 4. Click **Edit** and enable the Field Service Appointment Assistant permission. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_3_system_permissions.png) 5. Save your changes. 5. Assign this permission set to each mobile worker. # Assign a Travel Mode to a Service Territory or Service Territory Member Assign a travel mode to a service territory or to a service territory member so that the Enhanced Scheduling and Optimization engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member's assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To view travel modes: Read on travel modes
To create, update, or delete travel modes: Edit on travel modes
To assign a travel mode to a service territory or service territory member: Edit on service territory and/or service territory member
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings. Travel modes are applied only to territories using Enhanced Scheduling and Optimization. Travel mode can't be assigned to a secondary service territory member. All [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits&type=5&language=en_US) apply to travel modes. 1. From the Service Territories tab, click a service territory, and then edit the Travel Mode field. ![The Service Territory Details page showing where to select the Travel Mode.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_select_travel_mode.png) 2. Select a travel mode, and then save your changes. 3. To select a travel mode for a particular service territory member, click the service territory Related tab, and then click the required service resource name under Service Territory Members. The service resource must be a primary territory member. 4. Edit the resource’s service territory. ![The Service Territory Member page in Edit mode showing where to select the Travel Mode.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_member_page.png) 5. Select the travel mode for that resource and save. # Assign a Travel Mode to a Service Territory or Service Territory Member in Workforce Scheduling Assign a travel mode to a service territory or service territory member so that the engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member’s assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. Travel modes are relevant to field work only. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure Workforce Scheduling travel modes: Workforce Scheduling Admin
To view travel modes: Read on travel modes
To create, update, or delete travel modes: Edit on travel modes
To assign a travel mode to a service territory or service territory member: Edit on service territory and/or service territory member
For example, assign the Walking travel mode to a downtown service territory where workers navigate on foot between appointments. Service resources assigned to that territory use walking travel calculations for their routes. Travel mode can’t be assigned to a secondary service territory member. All Limits and Limitations for Scheduling and Optimization apply to travel modes. 1. From the **Service Territories** tab, click a service territory, and then edit the **Travel Mode** field. 2. Select a travel mode, and then save your changes. 3. To select a travel mode for a particular service territory member, click the service territory **Related** tab, and then click the required service resource name under Service Territory Members. The service resource must be a primary territory member. 4. Edit the resource’s service territory. 5. Select the travel mode for that resource and save. #### See Also - [Create Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_create.htm&release=264.0.0&type=5 "Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only.") - [Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5 "Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.") # Assign Admin Permission Sets To install the Service AI Adoption and Analytics app, assign the correct permissions to the admin user. ### Required Editions
View supported editions.
1. On the Service AI Adoption and Analytics setup page, go to the Set Up Admin Permission Sets for App Installation section. 2. In the Assign Tableau Included App Manager Permission Set step, click **Assign**. 3. On the Permission Sets page, assign the Tableau Included App Manager permission set to admins. 4. Go back to the Service AI Adoption and Analytics setup page. 5. In the Assign Data Cloud Permission Set step, click **Assign**. 6. On the Permission Sets page, assign either the Data Cloud Architect or the Data Cloud User permission set to admins. Companion org admins require the Data Cloud One User permission set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When a data bundle is added, Data 360 credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. # Assign an Omni-Channel Flow to a Chat Button Route chats to the best service rep dynamically using the Omni-Channel routing type and Omni-Channel flows.
View supported editions.
1. From Setup in the Quick Find box, enter Chat Buttons & Invitations, and then select **Chat Buttons & Invitations**. 2. Edit an existing button or create one. 3. In the Routing Information section, for Routing Type, select **Omni-Channel**. 4. Select **Use a flow for routing**. 5. For Routing Flow, specify the flow you created to route chats. 6. For Queue, select a queue for this chat button. If you aren’t using a routing flow, the queue manages and prioritizes chats. If you’re using a routing flow, the queue determines chat button availability. If the service reps assigned to the queue are online and have capacity, the button is available. To manage button availability, consider setting up a parent queue for the Chat button that includes a high-level grouping of service reps. ![Enable Omni-Channel, choose routing flow and queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_chat_button.png) # Assign an Omni-Channel Flow to a Phone Channel Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.
View supported editions.
This article applies to Salesforce Voice with Partner Telephony, Salesforce Voice with Amazon Connect, and Salesforce Voice with Partner Telephony with Amazon Connect. 1. From Setup in the Quick Find box, enter Voice, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system. 2. Click the contact center. 3. Under Contact Center Channels, click **Add** to add a phone channel. You can also edit an existing channel. ![The Contact Center Channels section shows all phone channels for the contact center.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_setup.png) 4. Enter the channel properties.
Property Description
Channel Name The name of the phone channel.
Phone Number The phone number that customers call to contact you on this channel.
Routing Type
  • To route calls to a queue, select Queue, and then select the queue.
  • To dynamically route calls using an Omni-Channel flow, select Omni-Channel Flow, and then select the flow and fallback queue. If the flow fails to route the call, the call is routed to the fallback queue. An API call sends routing instructions to the partner system or to the Omni-Channel routing engine to route calls.
  • To not specify a routing method for the contact center channel, select None. You might also choose this option to route calls using the Execute Omni-Channel Flow API. If no routing instructions are provided, the calls to this channel fail.
![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_properties2.png) 5. Click **Save**. # Assign an Omni-Channel Flow to Route Cases from Email-to-Case Route cases from your customer support emails to qualified support reps with an Omni-Channel flow. ### Required Editions
View supported editions.
User Permissions Needed
To assign an Omni-Channel flow to route cases Customize Application
If you use Email-to-Case, use an Omni-Channel flow rather than a record-triggered flow to route cases to the right destination, such as queue or support rep. Avoid using other case assignment rules so that Email-to-Case routes cases using the logic in your Omni-Channel flow. Inside the Omni-Channel flow you can build logic to route, or you can choose to not route the case. If an exception occurs while the flow executes, then the case is routed to the fallback queue. 1. Assign the Run Flows or Manage Flows permission to the automated case user. This user is defined in Setup under Support Settings. 2. From Setup, in the Quick Find box, enter Email-to-Case, and then select **Email-to-Case**. 3. Create or edit the routing address that your customers use to submit inquiries to your support team. For the Omni-Channel flow to be used for routing, this address must be verified. 4. In the Flow Settings section, specify the flow that you created to route your cases. 5. Specify a fallback queue. The fallback queue must use Case as the service channel object and have an Omni-Channel routing configuration. ![Specify an Omni-Channel flow and a fallback queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/email_to_flow_setup.png) 6. Click **Save**. When a customer sends an email to your routing address, Email-to-Case creates a case if one doesn't exist. The flow then executes and directs the case to the appropriate Omni-Channel queue or support rep. # Assign and Track Feedback Resolution Assign feedback responses to a knowledge author or queue to take action on them. You can also track progress until the feedback is resolved. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To view Enhanced Knowledge Settings in Setup: Knowledge User license
To set up Salesforce Knowledge, create article types and article actions, and modify category groups assignments:

Customize Application

AND

Manage Salesforce Knowledge
To enable Surveys: System Administrator profile
| User Permission | Object Access | | --- | --- | | To view and assign feedback | Knowledge Article Feedback: Read and Create access | 1. From the App Launcher, find and select **Knowledge Article Feedback**. The Knowledge Article Feedback page lists all the feedback responses for your articles. 2. To assign feedback to a queue or a user for resolution, select the knowledge feedback record and click **Assign Feedback**. 3. On the Assign Knowledge Article Feedback modal, in the Assign to field, select **Queue** to assign feedback to a queue or select **User** to assign feedback to a knowledge author. ![The Assign Knowledge Article Feedback page showing the Assign to field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_assignment.png) 4. In the Search field, search and select the name of the queue or user. 5. Click **Save**. 6. To track the progress of the feedback resolution, check the Review Action Taken, Review Due Date, and Review Comment fields in the Feedback Follow up section. On the Article Feedback details page, the Assigned To field is read-only. You can’t change the feedback assignee from the Article Feedback details page. To change the assignee, go to the Knowledge Article Feedback page, select the feedback record, and click **Assign Feedback**. # Assign and Update Field Service Shifts In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk. - **[Find Shift Candidates](https://help.salesforce.com/s/articleView?id=service.fs_shifts_get_candidates.htm&release=264.0.0&type=5)** Find the right service resources for a specific shift using the Shift Get Candidates action. With this action, you can assign the best available resources according to your scheduling rules and objectives. - **[Assign Shifts and Update the Status in Bulk](https://help.salesforce.com/s/articleView?id=service.fs_shifts_mass_update.htm&release=264.0.0&type=5)** Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources who are matched based on your business’ shift scheduling rules and their own shift scheduling preferences. #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") # Assign Article Actions to Public Groups Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create public groups and assign them to article actions:

Customize Application

AND

Manage Users

AND

Manage Salesforce Knowledge
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Although you can add any user to a public group, only support reps with the “Manage Articles” user permission and the appropriate object permissions can perform article actions. This table summarizes the article type permissions that are required for each article action. | Article Action | Create | Read | Edit | Delete | | --- | --- | --- | --- | --- | | Publish Articles | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Archive Articles | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Delete Articles |   | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Edit Published and Archived Articles |   | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) |   | | Submit Articles for Translation | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) |   | | Publish Translation | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Edit Translation | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) |   | 1. From Setup, enter Knowledge Article Actions in the Quick Find box, then select **Knowledge Article Actions**. 2. Click **Edit**. 3. For the action you want to assign, select the appropriate radio button and choose a public group. If you don't modify an article action, all support reps with the “Manage Articles” permission can perform that action. 4. Click **OK** and then click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Article action assignments are ignored when updating an article through SOQL. #### See Also - [Create Public Groups for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_assign_users.htm&release=264.0.0&type=5 "Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.") - [Create Workflow Actions for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_actions_create.htm&release=264.0.0&type=5 "Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Assign Cases You can assign cases to users or queues in various ways. ### Required Editions
View supported editions.
User Permissions Needed
To view cases: Read on cases
To transfer ownership of a case related to an account: Read and Assign on the related account
To take ownership of cases from queues: Edit on cases
- Using an Assignment Rule for Web-to-Case, Email-to-Case, or On-Demand Email-to-Case In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule. Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings. - Using an Assignment Rule when Creating or Editing a Case In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, when creating or editing a case, you can check a box to assign the case automatically using your active case assignment rule. An email is automatically sent to the new owner if your administrator specified an email template in the matching rule entry. If you want this checkbox to be selected by default, your administrator can modify the appropriate page layout. If necessary, your administrator can edit the page layout to hide the assignment checkbox but still force case assignment rules. - Changing Ownership of Multiple Cases (administrators only) From any case list page, an administrator, or a user with the Manage Cases permission, can manually assign one or more cases to a single user or queue. In addition, when a case is related to an account, the administrator or user must have Read and Assign permissions on the account. - Taking Cases from a Queue To take ownership of cases in a queue, go to the queue list view, check the box next to one or more cases, and click **Accept**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The org-wide sharing model for an object determines the access users have to that object’s records in queues: Public Read/Write/Transfer Users can view and take ownership of records from any queue. Public Read/Write or Public Read Only Users can view any queue but only take ownership of records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member. Private Users can only view and accept records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member. Regardless of the sharing model, users must have the “Edit” permission to take ownership of records in queues of which they’re a member. Salesforce admins, users with the “Modify All Records” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue. - Changing Ownership of One Case To transfer a single case you own or have read/write privileges to, click **Change** next to the Case Owner field on the case detail page, and specify a user, partner user, or queue. Make sure that the new owner has the “Read” permission on cases. The **Change** link displays only on the detail page, not the edit page. In Group, Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, check the Send Notification Email box to automatically send an email to the new case owner. - Creating a Case Manually (default assignment) When you create a case from the Cases tab, you are automatically listed as the case owner, unless the assignment rule checkbox is displayed and you select it to enable the assignment rule. If it’s selected by default, you can override the assignment rule and assign yourself as the owner by deselecting the checkbox. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can use case assignment rules in Experience Builder sites if your cases are created using the **New** button on top of the Record List component (when mapped to cases). Case assignment rules aren’t supported in Experience Builder site cases made using the Create Case Form, Create Record Button, or Contact Support & Ask Button components. You can assign users with a Partner Community license to a case queue. #### See Also - [Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.") - [Update Multiple Cases](https://help.salesforce.com/s/articleView?id=service.cases_massaction.htm&release=264.0.0&type=5 "From any case list page, administrators can “mass update” multiple cases at once. From any queue list view, users can take ownership of one or more cases if they are a member of that queue, if they are higher in the role or territory hierarchy than a queue member, or if the organization’s default sharing for cases is Public Read/Write/Transfer.") # Assign Community User Access Confirm external licenses and assign the permission set that lets community users read the scheduling data model and book their own appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To set up community scheduling: Customize Application AND Manage Flow
To let community users schedule: Workforce Scheduling for Community Users permission set
1. Confirm each user has an external license, either **Customer Community** or **Partner Community**. 2. Assign the **Workforce Scheduling for Community Users** permission set so community users can read the scheduling data model and book their own appointments. 3. Save your changes. # Assign Contact Center Permission Sets for Partner Telephony Use permission sets to control access to your Voice contact center. Give at least one user, such as yourself, the Salesforce Voice Contact Center Admin (Partner Telephony) permission set so they can set up the contact center. Give reps and supervisors the Salesforce Voice Contact Center Rep (Partner Telephony) permission set so they can make and receive voice calls and listen to call recordings. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The Salesforce Voice Contact Center Rep (Partner Telephony) permission set includes the View Call Recordings user permission. Reps need this user permission to listen to call recordings. 1. From Setup, enter Partner Telephony Setup in the Quick Find box, then select **Partner Telephony Setup**. 2. In the Set Up Your Contact Center section, click **Assign Permissions**. The Permission Sets page opens. 3. Click either Salesforce Voice Contact Center Admin (Partner Telephony) or Salesforce Voice Contact Center Rep (Partner Telephony). 4. Click **Manage Assignments**. 5. Click **Add Assignments**. 6. Select the users that need the permission set. 7. Click **Assign**. After assigning permission sets, create your contact center. # Assign Contact Center Permission Sets for Salesforce Voice Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets
Give at least one user, such as yourself, the admin permission set so they can set up the contact center. Give service reps a permission set so they can make and receive voice calls, listen to call recordings, and view call transcripts. Give supervisors a supervisor permission set. Each permission set includes multiple user permissions. 1. Open the Set Up Your Contact Center page. 1. If you set up Salesforce Voice for Amazon Connect, from Setup, enter Amazon Setup in the Quick Find box, depending on your telephony system. 2. If you set up Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, from Setup, enter Partner Telephony Setup in the Quick Find box, depending on your telephony system. 2. In the Set Up Your Contact Center section, click **Assign Permissions**. The Permission Sets page opens. 3. Click a user permission. | Telephony Model | User Permission | Description | | --- | --- | --- | | Salesforce Voice with Amazon Connect | Salesforce Voice Contact Center Admin | Lets the user set up the contact center. | | Salesforce Voice with Amazon Connect | Salesforce Voice Contact Center Rep | Lets the user make and receive voice calls, listen to call recordings, and view call transcripts. | | Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice Contact Center Admin (Partner Telephony) | Lets the user set up the contact center. | | Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice Contact Center Rep (Partner Telephony) | Lets the user make and receive voice calls, listen to call recordings, and view call transcripts. | 4. Click **Manage Assignments**. 5. Click **Add Assignments**. 6. Select the users that you want to assign the permission set to. 7. Click **Assign**. After assigning permission sets, add users to your contact center. #### See Also - [Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_overview.htm&type=5&language=en_US) # Assign Data Capture Permissions to Mobile Workers Give mobile workers access to Data Capture flows in the Field Service mobile app. ### Required Editions
Available in: Lightning Experience in Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To assign permissions: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Your mobile workers need the Lightning SDK for Field Service Mobile permission to access the mobile app. See [Move to Lightning Data Service for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_lightning_data_service.htm&type=5&language=en_US). Mobile workers are assigned to a mobile worker permission set. To use Data Capture functionality, create an additional permission set to add specific Data Capture permissions. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set without assigning a license. 3. Allow mobile workers to prime subflows for offline work. 1. From System, select **System Permissions**. 2. Under System, select **View Setup and Configuration**. 3. Save your changes. 4. Allow mobile workers to run flows. 1. From Apps, select **App Permissions**. 2. Find and select the **Run Flows** permission. 3. Save your changes. 5. Allow mobile workers to use forms. 1. From Apps, select **Object Settings**. 2. Open the **Forms** object. 3. Click **Edit**. 4. From Object Permissions, select **Read** and **Edit**. 5. From Field Permissions, select **Read Access** for Created By, Created Date, Last Modified By, Last Modified Date, Parent Record Type, and Process Type. 6. From Field Permissions, select **Read Access** and **Edit Access** for Action Definition, Name, Parent Record, and Status. 7. Save your changes. 6. Click **Manage Assignments** and assign the permission set to your mobile workers. # Assign Data Capture Permissions to Mobile Workers Give mobile workers access to Data Capture flows in the Field Service mobile app. Create a permission set that adds the Data Capture permissions, and then assign it to your mobile workers. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
User Permissions Needed
To assign permissions: Customize Application
Your mobile workers need the Lightning SDK for Field Service Mobile permission to access the mobile app. See [Move to Lightning Data Service for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_lightning_data_service.htm&type=5&language=en_US). Mobile workers are assigned to a mobile worker permission set. To use Data Capture, create an additional permission set for the Data Capture permissions. For regulatory inspections, this permission set also needs access to the assessment and regulatory objects. See [Set Up Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance_setup.htm&release=264.0.0&type=5 "Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set without assigning a license. 3. Add object permissions to the permission set. To launch and submit forms, mobile workers need Read access to the Assessment Question and Assessment Question Version objects, and Create access to the Assessment and Assessment Question Response objects. 4. Authorize mobile workers to prime subflows for offline work. 1. From System, select **System Permissions**. 2. Under System, select **View Setup and Configuration**. 3. Save your changes. 5. Authorize mobile workers to run flows. 1. From Apps, select **App Permissions**. 2. Find and select the **Run Flows** permission. 3. Save your changes. 6. Click **Manage Assignments**, and assign the permission set to your mobile workers. # Assign Delegated Contact Center Admins Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect 1. Create the delegated contact center admin permission set. 1. From Setup, select **Permission Sets**, and click **New**. 2. Enter a Label for the permission set, and save the changes. 3. In the App Permissions for the permission set, click **Edit**. 4. Add the Salesforce Voice Delegated Contact Center Admin permission to the permission set, and save the changes. 2. Assign the delegated admin permission set to a user. 1. In the Permission Set Assignments in the user details page, click **Edit Assignments**. 2. Add the delegated admin permission set that you created in step 1, to the user. Save the changes. The contact center user can perform all the allowed actions for a delegated contact center admin. | Action | Delegated Contact Center Admin | | --- | --- | | Add contact center admins or reps | Yes | | View contact center details | Yes | | Add Presence Status Mappings | Yes | | View Service Check | Yes | | Remove contact center rep | Yes | | Update or edit contact center details | No | | Delete contact center | No | | Create contact center | No | | Manage Queue Mapping | View only | | Remove ‌contact center admin | No | | View user profiles | No | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice Contact Center Admin permission is required for full edit access to a contact center. Without the Salesforce Voice Contact Center Admin permission, even a system admin is restricted to the same contact center privileges as a delegated contact center admin. The View All Profiles permission is required to view user profiles. # Assign Document Builder to Dispatchers and Mobile Workers Assign Document Builder to users who have been assigned the Field Service Dispatcher or Field Service Mobile permission set license. ### Required Editions
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service documents with Document Builder on the desktop site or the mobile app:

Field Service Dispatcher permission set license

OR

Field Service Mobile permission set license
To assign a permission set to mobile workers and dispatchers: Manage Profiles and Permission Sets
To create a permission set: Manage Users
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Document Builder isn’t available for Contractor and Contractor+ Licenses. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set. 3. Give it a name, for example, Field Service Document Builder. 4. Leave the License picklist field blank, and then save your changes. 5. Scroll down to the System section and click **System Permissions**. 6. Click **Edit**, and then select **Document Builder** and **Lightning SDK for Field Service Mobile**. Save your changes. 7. To assign this permission set to users, click **Manage Assignments**. # Assign Field Service Page Layouts The Field Service managed package provides standard object page layouts that include field service Visualforce components and Chatter actions. Assign these page layouts to the System Administrator and Standard User profiles. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To customize the Field Service managed package: Customize Application
To assign page layouts: Manage Profiles and Permission Sets
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you created your own field service profiles, perform the following steps on those profiles instead of the standard profiles. 1. From Setup, enter Profiles in the Quick Find box, then click **Profiles**. 2. Click **System Administrator**. 3. In the Page Layouts section, find the Operating Hours object and click **View Assignment**. 4. Select all profiles and assign the **FSL Operating Hours Layout**. 5. Click **Save**. 6. Repeat the previous steps for the following objects. - Service Appointment: Assign the **FSL Service Appointment Layout** - Service Resource: Assign the **FSL Service Resource Layout** - Work Order: Assign the **FSL Work Order Layout** - Work Order Line Item: Assign the **FSL Work Order Line Item Layout** - Work Type: Assign the **FSL Work Type Layout** 7. Save your changes. 8. Repeat the previous steps for the Standard User profile. # Assign Field Service Permissions After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To assign a permission set license: Manage Users
To create a permission set: Manage Profiles and Permission Sets
1. From Setup, in the Quick Find box, enter Users, and then select **Users**. 2. Click a user’s name. 3. Click **Permission Set Assignments** at the top of the page or scroll to the Permission Set Assignments related list. 4. Click **Edit Assignments**. 5. Enable the appropriate permission sets and click **Save**.
Tasks Permission Sets
Admin: Manage all Field Service objects, including the Field Service Admin app, Field Service Visualforce pages, and logic services.
  • Field Service Admin Permissions
  • Field Service Admin License*

*The Field Service Admin License permission set isn’t created in newer Salesforce org, so it doesn’t need to be assigned to users.
Call Center Rep: Access all global actions and their related objects to create, book, and schedule service appointments.
  • Field Service Call Center Rep Permissions
  • Field Service Call Center Rep License*

*The Field Service Call Center Rep License permission set isn’t created in newer Salesforce orgs, so it doesn’t need to be assigned to users.
Dispatcher: Access all global actions and their related objects to create, book, and schedule service appointments.
  • Field Service Dispatcher License
  • Field Service Dispatcher Permissions
Technician: Manage service appointments and their related parent objects.
  • Field Service Mobile License
  • Field Service Resource License
  • Field Service Resource Permissions
- **[How Are Field Service Permission Sets Updated?](https://help.salesforce.com/s/articleView?id=service.pfs_auto_update_perm_sets.htm&release=264.0.0&type=5)** Permission sets provided by the Field Service managed package are automatically updated at the beginning of each major release. # Assign Guest Access Assign the permission sets that let guest users read the scheduling data model and create appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To set up guest scheduling flows: Customize Application AND Manage Flow
To let guests use the flows: Workforce Scheduling Guest User and Composable Case Management Scheduling for Guest Users permission sets
1. In the Experience Cloud site's guest user profile, assign the **Workforce Scheduling Guest User** permission set so guests can read the scheduling data model and create appointments. 2. Assign the **Composable Case Management Scheduling for Guest Users** permission set so guests can create the interaction records that a community booking needs. 3. Save your changes. # Assign Incidents Automatically to the Right Queue with Einstein Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To assign incidents using Einstein: Prompt Template User permission set
1. From the App Launcher, go to Agentic IT Service Desk. 2. On the Incidents tab, open a record from the All list view. 3. From the quick actions menu, select **Assign with Einstein**. Einstein analyzes fields in the incident record (such as subject, description, and category) and assigns a fulfiller based on similar past records. 4. Click **Okay**. On the Details tab, the Incident Owner field is updated. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example John is an Incident Manager at Cumulus Bank. Smith is an Incident Fulfiller in Network domain. An incident is created by an employee with these details. - Incident Number: INC0001 - Subject: Can't Access Shared Drive - Category: Network Based on assignment rules setup by the admin, the incident is initially assigned to the group IT Support L1 Queue. John recognizes the issue as a complex network problem due to frequent VPN disconnections when working from home. He adds the description to the incident record to describe the root cause of the issue. John clicks Assign with Einstein on the incident record. Einstein uses Data 360 to analyze key fields and historical incidents, giving more weight to the description, which mentions VPN disconnections and working from home. Einstein recommends reassigning INC-0001 to the appropriate queue of network specialists who have resolved 12 similar VPN-related incidents 40% faster than the total team average. Incident owner automatically changes from IT Support L1 Queue to IT network resolution group. ![Assign Incident with Einstein](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_assign_inc_with_einstein.png) # Assign Interaction Logs in Salesforce Classic After you set up or customize interaction logs, you can assign them to different user profiles. ### Required Editions
User Permissions Needed
To assign interaction logs: Customize Application
1. From Setup, enter Interaction Log Layouts in the Quick Find box, then select **Interaction Log Layouts**. 2. Click **Log Layout Assignment**. 3. Choose an interaction log to assign to each user profile. 4. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can't assign interaction logs to portal user profiles because Salesforce console apps aren’t available to portal users. #### See Also - [Turn On Interaction Logs for a Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_log_on.htm&release=264.0.0&type=5 "To display interaction logs, you must turn them on for page layouts assigned to different user profiles.") # Assign Layouts for the Agent Console After you create console layouts, assign which layouts users see in the Agent console on the console tab. A user’s profile determines which console layout is seen. ### Required Editions
View supported editions.
User Permissions Needed
To assign console layouts: Customize Application
To assign console layouts: 1. From Setup, enter Console Layouts in the Quick Find box, then select **Console Layouts**. 2. Click **Console Layout Assignment**. 3. Select a console layout to assign to a profile via the dropdown list. 4. Select the Console tab visibility settings for a profile via the dropdown list. You can only select Console tab visibility settings for profiles assigned to a console layout. 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Enterprise, Unlimited, Performance, and Developer Edition users with the Customize Application permission can assign a console layout to a profile via the profile detail page. From Setup, enter Profiles in the Quick Find box, then select **Profiles**, select a profile name, then click **Edit** in the Console Settings section. #### See Also - [Manage Console Layouts for the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_manage_layouts.htm&release=264.0.0&type=5 "Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned.") # Assign Learning to Agents with Agent Engagement No one wants to feel like just a number. Balancing your business’ productivity needs with your agents’ career growth goals creates a support environment where full-time agents want to stick around. Agent engagement lets agents earn skills by taking enablement site (myTrailhead) modules. ### Required Editions
View supported editions.
User Permissions Needed
To assign agent engagement learnings to agents: Workforce Engagement Planner
While an agent is actively taking a learning module, their capacity is reduced by 1. The agent can focus on the learning module with fewer distractions. To assign learning modules to your agents: 1. Open **Omni Supervisor** in the App Launcher. 2. In the All Agents list, select the agents to whom you’d like to assign learning. 3. Click **Assign Learning**. 4. Search for the name of the enablement site module you want to assign, and select it. 5. Click **Assign Learning**. #### See Also - [Preparing for Agent Engagement](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_agent_engagement.htm&release=264.0.0&type=5 "Before you use agent engagement, ensure that the feature is fully configured.") # Assign Members to Alumni Portal Give users who are assigned your alumni profile access to Alumni Portal. ### Required Editions
View supported editions.
User Permissions Needed
To create an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration
To customize an Experience Cloud site:

Be a member of the site AND Create and Set Up Experiences

OR

Be a member of the site AND View Setup and Configuration AND an experience admin, publisher, or builder in that site
To publish an Experience Cloud site:

Be a member of the site AND Create and Set Up Experiences

OR

Be a member of the site AND an experience admin or publisher in that site
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. Next to Alumni Portal, click **Workspaces**, and then select **Administration**. 3. Click **Members**. 4. Under Select Profiles, for Search, select **Customer**. 5. Add Alumni Community User to the Selected Profiles column. 6. Save your changes. #### See Also - [Add Members to Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=platform.networks_customize_members.htm&language=en_US) # Assign Permission Set Licenses for Unmetered Agentforce IT Service AI Usage Assign the unmetered usage permission set licenses that matches a user’s product and role so that eligible Agentforce IT Service AI actions or MuleSoft for flow integrations don’t consume the applicable credits. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Before assigning a license, identify which license the user needs. | User | Permission set license to assign | Usage covered in this topic set | | --- | --- | --- | | Employee on the AI Agent for Employees license | Unmetered AI Usage for Employees | Eligible out-of-the-box employee AI actions, MuleSoft automation usage, and applicable IT service flow integrations. Assign this license to UEL users. | | Fulfiller on the Agentforce IT Service Desk – Unlimited Edition license | Unmetered Base AI Usage for Service Desk | Eligible out-of-the-box Service Desk AI actions, MuleSoft automation usage, and applicable fulfillment or approval flow integrations. | The global unmetering permission set license is separate from these IT service-specific licenses. It covers applicable out-of-the-box Agentforce for service actions and flex credit usage for AI Agents for IT teams. To assign permission set licenses to users, see [Configure User Permissions for Unmetered Licenses](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US). # Assign Permission Sets for Agentforce Contact Center Use permission sets to control access to your Agentforce Contact Center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets
Give at least one user, such as yourself, the admin permission set so they can set up the contact center. Give service reps a permission set so they can make and receive voice calls, listen to call recordings, and view call transcripts. Give supervisors a supervisor permission set. Each permission set includes multiple user permissions. 1. In Salesforce, navigate to Setup. 2. Use Quick Find to navigate to Permission Sets. 3. Click the user permission set you want to assign. | Permission set | DESCRIPTION | | --- | --- | | Agentforce Contact Center Admin (Salesforce Voice) | Set up and manage Salesforce Voice features in Agentforce Contact Centers. | | Agentforce Contact Center Supervisor (Salesforce Voice) | Supervise reps that work in an Agentforce Contact Center with supervisor features. | | Agentforce Contact Center Rep (Salesforce Voice) | Help customers and collaborate with coworkers in an Agentforce Contact Center. | 4. Click **Manage Assignments**. 5. Click **Add Assignments**. 6. Select the users that you want to assign the permission set to. 7. Click **Assign**. 8. Click **Done**. # Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder Create and assign permissions to users. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
Make sure to follow the sections in this order: 1. [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling.") 2. [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach.") 3. [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View.") 4. [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who handle escalations.") ## Customer-Initiated Scheduling The following permissions are required for Customer-Initiated Scheduling. ### Agent User 1. In Setup, find and select **Users**. 2. Open your agent user. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip If you’re not sure which user is your agent user, from Agentforce Agents in Setup, open your agent and check which user is selected in the Agent User field. ![Agent User field value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_agent_user.png) 3. Assign the **Field Service AI Agent Permissions** permission set. 4. Assign the **Field Service Standard** permission set license. ### Admin Users 1. In Setup, find and select **Users**. 2. Assign these permission sets to your admin users. - **Agentforce Service Agent Configuration** - **Field Service Resource License** - **Field Service Resource Permissions** ### Object and Field Permissions 1. In Setup, find and select **Permission Sets**. 2. Click **Field Service AI Agent Permissions**. 3. From the Apps section, click **Object Settings**. 4. Grant access to work types. 1. From Object Settings, click **Service Appointments**. 2. Click **Edit**. 3. Under Field Permissions, for the Work Type field, make sure **Read Access** is selected. 4. Save your changes. 5. (Optional) Grant access to create contact records for guest users. 1. From Object Settings, click **Contacts**. 2. Click **Edit**. 3. Under Object Permissions, select **Create**. 4. Save your changes. 6. Grant access to engagement topics. 1. From Object Settings, click **Engagement Topics**. 2. Click **Edit**. 3. Under Object Permissions, select **Read**. 4. Under Field Permissions, for the Topic field, select **Read Access**. 5. Save your changes. 7. Go back to the Permission Set Overview page and under System, click **System Permissions**. 8. Grant access to the Service Excellence objects and fields. 1. Click **Edit**. 2. Enable the **Service Excellence Platform User** permission. 3. Save your changes. ## Customer Outreach The following permissions are required for dispatchers using Customer Outreach. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling."). Then, follow these steps to let dispatchers rebook appointments from the Dispatch Console. 1. In Setup, find and select **Users**. 2. Assign these permission sets to your dispatchers. - **Rebook with Agentforce from Dispatch Console** - **Field Service AI Agent Permissions** - **Run Flow** ## Agentforce Scheduling Supervisor View The following permissions are required for users who access the Agentforce Scheduling Supervisor View. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling.") and [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."). Then, follow these steps to let users access the Agentforce Scheduling Supervisor View. 1. In Setup, find and select **Permission Sets**. 2. Assign the **Access Agentforce Scheduling Supervisor View** permission set to all the relevant users. ## Escalations The following permissions are required for users who handle escalations. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling."), [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."), and [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View."). Then, follow these steps to let users handle escalated conversations. 1. To use Omni-Channel for picking up escalated conversations, [give users access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_users.htm&type=5&language=en_US). 2. In Setup, find and select **Users**. 3. Open any user who is required to handle escalations. 4. Make sure that the **MIAWPermSet** permission set is assigned. 5. Make sure that these permission set licenses are assigned. - **Messaging User** Two permission sets share this name. Assign the permission set that gives Service users access to Messaging Setup and to Messaging chat functionality and message session records. - **Enhanced Chat User** 6. To see escalated conversations in Omni-Channel, [add the user to the relevant queue](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US). 7. Assign the user to the [Service Console app](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&type=5&language=en_US). # Assign Permissions for Autonomous Scheduling in the New Agentforce Builder Create and assign permissions to users. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
Make sure to follow the sections in this order: 1. [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling. If you’ve used Salesforce Go to set up your agent, you probably already assigned these permissions so you only need to verify that they’ve been assigned to the various roles.") 2. [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach.") 3. [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View.") 4. [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for users who handle escalations.") ## Customer-Initiated Scheduling The following permissions are required for Customer-Initiated Scheduling. If you’ve used Salesforce Go to set up your agent, you probably already assigned these permissions so you only need to verify that they’ve been assigned to the various roles. ### Agent User 1. In Setup, find and select **Users**. 2. Open your agent user. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip If you’re not sure which user is your agent user, open your agent and check which user is selected in the Agent’s User Record field. ![Agent User field value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_agent_user_nga.png) 3. Assign the **Field Service AI Agent Permissions** permission set. 4. Assign the **Field Service Standard** permission set license. ### Admin Users 1. In Setup, find and select **Users**. 2. Assign these permission sets to your admin users. - **Agentforce Service Agent Configuration** - **Field Service Resource License** - **Field Service Resource Permissions** ### Object and Field Permissions 1. In Setup, find and select **Permission Sets**. 2. Click **Field Service AI Agent Permissions**. 3. From the Apps section, click **Object Settings**. 4. Grant access to work types. 1. From Object Settings, click **Service Appointments**. 2. Click **Edit**. 3. Under Field Permissions, for the Work Type field, make sure **Read Access** is selected. 4. Save your changes. 5. (Optional) Grant access to create contact records for guest users. 1. From Object Settings, click **Contacts**. 2. Click **Edit**. 3. Under Object Permissions, select **Create**. 4. Save your changes. 6. Grant access to engagement topics. 1. From Object Settings, click **Engagement Topics**. 2. Click **Edit**. 3. Under Object Permissions, select **Read**. 4. Under Field Permissions, for the Topic field, select **Read Access**. 5. Save your changes. 7. Go back to the Permission Set Overview page and under System, click **System Permissions**. 8. Grant access to the Service Excellence objects and fields. 1. Click **Edit**. 2. Enable the **Service Excellence Platform User** permission. 3. Save your changes. ## Customer Outreach The following permissions are required for dispatchers using Customer Outreach. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling. If you’ve used Salesforce Go to set up your agent, you probably already assigned these permissions so you only need to verify that they’ve been assigned to the various roles."). Then, follow these steps to let dispatchers rebook appointments from the Gantt. 1. In Setup, find and select **Users**. 2. Assign these permission sets to your dispatchers. - **Rebook with Agentforce from Dispatch Console** - **Field Service AI Agent Permissions** - **Run Flow** ## Agentforce Scheduling Supervisor View The following permissions are required for users who access the Agentforce Scheduling Supervisor View. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling. If you’ve used Salesforce Go to set up your agent, you probably already assigned these permissions so you only need to verify that they’ve been assigned to the various roles.") and [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."). Then, follow these steps to let users access the Agentforce Scheduling Supervisor View. 1. In Setup, find and select **Permission Sets**. 2. Assign the **Access Agentforce Scheduling Supervisor View** permission set to all the relevant users. ## Escalations The following permissions are required for users who handle escalations. Before you begin, make sure that you’ve granted all the permissions that are required for [Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for Customer-Initiated Scheduling. If you’ve used Salesforce Go to set up your agent, you probably already assigned these permissions so you only need to verify that they’ve been assigned to the various roles."), [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for dispatchers using Customer Outreach."), and [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "The following permissions are required for users who access the Agentforce Scheduling Supervisor View."). Then, follow these steps to let users handle escalated conversations. 1. To use Omni-Channel for picking up escalated conversations, [give users access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_users.htm&type=5&language=en_US). 2. In Setup, find and select **Users**. 3. Open any user who is required to handle escalations. 4. Make sure that the **MIAWPermSet** permission set is assigned. 5. Make sure that these permission set licenses are assigned. - **Messaging User** Two permission sets share this name. Assign the permission set that gives Service users access to Messaging Setup and to Messaging chat functionality and message session records. - **Enhanced Chat User** 6. To see escalated conversations in Omni-Channel, [add the user to the relevant queue](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US). 7. Assign the user to the [Service Console app](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&type=5&language=en_US). # Assign Permissions to Mobile Workers for Accessing GIS Maps Make sure that the following permissions are assigned to the mobile workers who must access GIS maps. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise Edition with the Asset Service Lifecycle Management add-on license, or in Performance, Unlimited, and Developer Editions.
User Permissions Needed
To assign permission sets and permissions: Customize Application
1. Add the **Field Service Mobile License** permission set to the mobile worker profile assigned to your mobile workers. 2. Ensure that the following system permissions are enabled: **API Enabled** and **Lightning SDK for Field Service Mobile**. 3. Turn on **Enable GIS Maps**. # Assign Permissions to Your Employee Enablement Program Team Assign permissions to Employee Enablement Program team members and users for managing programs, managing content, and taking programs. ### Required Editions
View supported editions.
User Permissions Needed
To assign permission set groups:

Assign Permission Sets

AND

View Setup and Configuration
To familiarize yourself with the appropriate permission set groups or default permission sets to assign, review the [list of default Enablement permission set groups, permission sets, and permissions](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_permissions.htm&release=264.0.0&type=5 "Employee Enablement Program includes default permission set groups based on team member roles. The permission set groups include default permission sets based on tasks that people in those roles complete. The permission sets include individual user permissions and object permissions."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Permission set group assignments are calculated and can take some time before they go into effect. See [Permission Set Group Status and Recalculation](https://help.salesforce.com/articleView?id=perm_set_groups_status_recalc.htm&language=en_US). 1. From Setup, in the Quick Find box, enter Enablement, and then click **Enablement Settings**. 2. Assign Enablement admin permissions to users who build, assign, and track Enablement programs. Assign the Employee Enablement Program Admin User default permission set. We recommend that you assign this permission set to both Enablement admins and site developers. 1. Scroll to the Assign Permissions for Enablement Admins section, and click **Go to Permission Set**. The permission set opens in a new browser tab. 2. Click **Add Assignments**. 3. Search for the user that you want to add, and click **Assign**. 4. Close the browser tab, and return to Enablement Settings. 3. Repeat the previous step to assign the Manage Enablement Essentials default permission set to site developers. These permissions ensure that site developers can access Enablement objects when they add Enablement components and pages to Employee Portal. 4. Assign the Content Manager contributor role in the Enablement workspace in Digital Experiences to users who manage links, surveys, videos, and rich text for exercises. Complete the steps in [Assign a Contributor Role in the Enablement Workspace](https://help.salesforce.com/s/articleView?id=sales.enablement_content_contributor.htm&type=5&language=en_US). 5. Assign In-App Guidance Manager permissions to users who create prompts and walkthroughs in Employee Portal. 1. Scroll to the Assign In-App Guidance Managers step, and click **Go to Permission Set**. The Manage In-App Guidance permission set opens in a new tab. 2. Click **Add Assignments**. 3. Search for the user that you want to add, and click **Assign**. 4. Close the browser tab, and return to Enablement Settings. 6. Assign Enablement user permissions to employees who take employee enablement programs. Assign the Employee Enablement Program Community User permission set. 1. Scroll to the Assign Permissions to Employees section, and click **Go to Permission Set**. The permission set opens in a new browser tab. 2. Click **Add Assignments**. 3. Search for the user that you want to add, and click **Assign**. 4. Close the browser tab, and return to Enablement Settings. # Assign Proactive Service Permissions Provision required licenses and permission sets to internal administrators and Experience Cloud site users to turn on the configuration of detection rules and facilitate customers to interact with the Agentforce Service agent. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
User Permissions Needed
To create and manage Agentforce Service agents: Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
To assign permission sets: Assign Permission Sets AND View Setup and Configuration
To remove permission set assignments: Assign Permission Sets
Make sure your org has ProactiveServicePSL and Agentforce Service Agent licenses. See [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US). To access Data 360 insights and Agentforce troubleshooting features, admins assign specific permission sets to users based on their roles. Internal staff and Salesforce users require the Proactive Services For Internal Users permission set to manage service campaigns. Experience Cloud site users require the Proactive Services For Community User permission set to receive proactive notifications and access automated resolution paths. 1. From Setup, in the Quick Find box, enter Users, and select **Users**. 2. Select the user record. 3. In the Permission Set License Assignments list, select **Edit Assignments**. 4. Select **ProactiveServicePSL** and **Agentforce Service agent**. 5. Click **Save**. 6. In the Permission Set Assignments list, select **Edit Assignments**. 7. Select **Proactive Services For Internal Users** for administrators and **Proactive Services For Community User** for site users. 8. Click **Save**. # Assign Problems Automatically to the Right Queue with Einstein Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To assign problems using Einstein: Prompt Template User permission set
1. From the App Launcher, find and select **Problems**. 2. From the Problems page, open a problem record. 3. From the quick actions menu, select **Assign with Einstein**. Einstein analyzes fields in the problem record such as the subject, description, and category to assign the appropriate queue based on similar records. 4. Click **Okay**. On the Details tab, the Problem Owner field is updated. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Sarah is a Problem Manager at Cumulus Bank. Smith is a senior network fulfiller in the Connectivity domain. A problem record is created following multiple reports of system lag with the following details: - Problem Number: PRB-8822 - Subject: Office VPN Connection Latency - Category: Connectivity Based on assignment rules set up by the IT manager, the problem is initially assigned to the group IT Support L2 Queue. Sarah investigates and identifies that the latency is specifically occurring during peak hours on the primary encrypted gateway. She updates the problem record description to include findings regarding firewall throughput bottlenecks and VPN tunnel encryption overhead. Sarah clicks Assign with Einstein on the problem record. Einstein uses Data 360 to analyze the technical terms in the updated description and compares them to historical data from similar performance issues. Because the description highlights firewall throughput and encryption overhead, Einstein recommends reassigning PRB-8822 to the appropriate queue, a group of network experts who have successfully resolved 18 high-priority connectivity performance problems this year. The problem owner is automatically updated from the IT Support L2 Queue to the appropriate queue, ensuring the investigation is handled by the most qualified specialist immediately. # Assign Service AI Adoption and Analytics User Permissions Give users access to the Service AI Adoption and Analytics dashboard by assigning them the correct permissions. ### Required Editions
View supported editions.
1. On the Service AI Adoption and Analytics setup page, go to the Set Up Dashboard User Permission Sets section. 2. Assign either the Tableau Next Included App Business User or Tableau Next Limited Consumer permission set. 3. In the Assign Data Cloud Permission Set to Dashboard Users step, click **Assign**. 4. On the Permission Sets page, assign either the Data Cloud User or Data Cloud Architect permission set to users. Companion org users require the Data Cloud One User permission set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When you add a data bundle, Data Cloud credit consumption begins. Viewing dashboards or applying filters also uses Data Cloud credits. You can keep track of your usage on your Org62 account page or by contacting your Account Executive. # Assign Shifts and Update the Status in Bulk Save time and effort with mass updates for shifts. Quickly assign a group of shifts to service resources who are matched based on your business’ shift scheduling rules and their own shift scheduling preferences. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To mass update shifts:

Field Service Standard

AND

View and edit on Shifts
To appear in the list of service resource candidates: Field Service Scheduling
1. Open **Shifts** in the App Launcher. 2. Click **Mass Shift Update**. 3. Select whether to update the status, assign shifts, or do both. 4. Define criteria that selects the shifts to update. You can specify dates, service territories, and job profiles. 5. If you’re updating the status, specify the current status and the new status. 6. Do one of the following: 1. If you’re updating the assignee and status, click **Assign and Update Status**. 2. If you’re updating the assignee, click **Assign**. 3. If you’re updating the status, click **Update Status**. A background process starts that looks for shifts that match the criteria and takes the appropriate action. To learn if the process is completed, open the Shift Scheduling Operation record. The record shows how many shifts were considered, how many were successfully processed, and how many failed. # Assign Skills to Agents Assign skills to your agents as the expertise of your team evolves. ### Required Editions
View supported editions.
User Permissions Needed
To assign skills: Assign Chat Skills to Users OR Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you can assign a user or profile to a skill or remove a user or profile from a skill, chat must be enabled. 1. In Setup, enter Skills in the Quick Find box, then select **Skills**. 2. Click the name of the skill you want to assign. 3. Click **Edit**. 4. Select either the profiles (recommended) or individual users who have this skill. Before you can remove an assigned profile from a skill, chat must be enabled. 5. Click **Save**. Skills are visible to all users, but only your administrator can create skills. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note To accept a chat that requires skills, an agent must have all skills assigned to the chat. These skills can be assigned via the routing configuration, skills-based routing rules, or an Omni-Channel flow. Because skills assigned from skills-based routing rules or an Omni-Channel flow aren’t checked until after the chat begins, it’s possible that no agents with the required skills are available to accept the chat. If set up, Omni-Channel begins dropping additional skills to try to find an available agent. If no agent is found, even after dropping the additional skills, the chat request is canceled. For more information about additional skills, see [Enable Skills-Based Routing Rules from the Routing Configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_config.htm&type=5&language=en_US). # Assign Skills to Service Resources To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.
View supported editions.
1. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To assign a skill to a service rep with Standard Omni-Channel, assign the service rep or their profile directly to the skill definition. From the App Launcher, open the Service Resources tab. 2. Select the service resources that you want to assign skills to. 3. In the Service Resource Skills related list, click **New**. 4. Select a skill or click **New** to add one. 5. Optionally, enter a skill level 0–10 based on how your business measures skill level. 6. Enter a start date, and if needed, an end date. For example, if a service rep must be recertified in a skill every six months, enter an end date that’s six months later than the start date. 7. Click **Save**. The service rep’s skill now appears in their Service Resource Skills related list. #### See Also - [Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.") - [Create Skills for Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&release=264.0.0&type=5 "Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).") - [Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&release=264.0.0&type=5 "Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps.") - [Transfer a Work Item to a Different Skill Set](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&type=5&language=en_US) # Assign the Permissions for Handling Service Resource Absences in the Legacy Agentforce Builder Give your mobile workers the required permissions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Service Resource Permissions Assign these permission sets to your mobile workers. - Access Agentforce Default Agent - FieldServiceMobileStandardPermSet - Field Service Mobile License - Field Service Resource License - Field Service Resource Permissions - RunFlow ## Object Permissions Give your mobile workers access to these objects. - Appointment Dependencies: Read - Assigned Resources: Read - Engagement Topics: Read, Edit, Create - Operating Hours: Read - Resource Absences: Read, Create, Edit - Scheduling Policies: Read - Scheduling Policy Objectives: Read - Service Appointments: Create, Read, Edit, View All Records - Service Resources: Read, View All Records - Service Territories: Read, View All Records - Service Territory Members: Read ## Service Appointment Sharing - To let the service resources view and modify service appointments assigned within their service territory, set up a Sharing Rule for the Service Appointment object with Read/Write or Read/Edit access. Assign the Sharing Rule to users based on their Service Territory Membership. - To let the dispatcher/admin assign service resources to service territories and manage the associated sharing, confirm that the profile or permission set used by the dispatcher/admin allows them to manage territory assignments and sharing rules. - For testing purposes, as an admin, verify that a service resource can see and edit a service appointment assigned to them in their primary service territory. # Assign the Salesforce Console User Permission Set to Sales Console Users After you’ve assigned the “Sales Console User” permission set license to users, assign users to the “Salesforce Console User” permission set. ### Required Editions
User Permissions Needed
To create permission sets: Manage Users
1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Select **Salesforce Console User**. This standard permission set is already created for you and comes with the Sales Console permission set license. 3. Click **Manage Assignments** and assign users to the permission set. You can also choose to clone the “Salesforce Console User” permission set instead and assign Sales Console users to the clone instead. #### See Also - [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US) - [Set Up Sales Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_salesconsole.htm&release=264.0.0&type=5 "To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions.") - [Standard Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_standard.htm&type=5&language=en_US) # Assign the Service Cloud Feature License to Users The Service Cloud User feature license entitles users to additional Salesforce features, such as the Service Console. ### Required Editions
Available in: Salesforce Classic and Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.
User Permissions Needed
To assign the Service Cloud User feature license to users: Manage Internal Users
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. To assign the license to a user: 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Edit** next to a user's name. 3. Select Service Cloud User. 4. Click **Save**. #### See Also - [Set Up a Service Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_serviceconsole.htm&release=264.0.0&type=5 "Create and customize a console app, then assign the Service Cloud User feature license to users.") # Assign User Permissions for Work Plans Give users access to work plans. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
- For users who create or manage work plans, assign them Read, Create, Edit, Delete, and View All Records permissions on work plan templates, work step templates, and work plan selection rules. - For users who work with work plans on desktop or mobile, assign them Read and Update permissions on work plans and work step records. - To let users run quick actions and flows from work steps, assign them these permissions. - For global quick actions, give users the Create permission on related objects and the Update permission on records. For example, to run the action Create New Account, users need the Create permission on the Account object. To modify account records, users need the Update permission for those records. - To execute field service mobile flows, users need the Run Flows permission or the Flow User field enabled on the user detail page. To allow users with the standard user profile to create and run flows, give them the Manage Flows permission. - To let users work with the Manage Work Plan Template Entries window, assign them Read and Edit permissions on the Execution Order field of the Work Plan Template Entry object. - To view the Work Plans Lightning web component, assign users Read access on the Execution Order, Status, and Status Category fields. #### See Also - [Introducing Lightning Web Components](https://developer.salesforce.com/docs/component-library/documentation/en/lwc) - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) # Assigning Employees to Employee Enablement Programs Manually You can manually assign employees to an employee enablement program and select the start date. ### Required Editions
View supported editions.
See [Assign Users to Enablement Programs Manually](https://help.salesforce.com/s/articleView?id=sales.enablement_programs_assign.htm&type=5&language=en_US). # Assignment Rules for IT Services Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Assignment Rules for Agentforce IT Service can streamline your IT service operations in the following ways: - Improved Efficiency: Automate the assignment process to reduce the time and effort spent on manually routing requests so your IT teams can focus on resolution. - Enhanced User Satisfaction: Faster assignment to the correct resource leads to quicker response and resolution times, which improves the overall user experience. - Predefined Assignment Rules: Start with predefined assignment rules to quickly route records to the right user or queue, and then refine the criteria to match your organization's needs. - Simplified Setup: Deploy assignment rules for your company quickly using the guided setup flow. Use the intuitive rule builder to create and test assignment rules. - **[How Assignment Rules Work for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules_explainer.htm&release=264.0.0&type=5)** Assignment rules use a record’s attributes for defining the criteria for distribution. You can configure a rule to assign the record to a user or a queue. - **[Set Up Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_assignment_rules.htm&release=264.0.0&type=5)** Use the simplified setup flow to enable Assignment Rules for your organization. This process also enables and configures Context Service and Decision Table access which are required for assignment rules to function. - **[Create Assignment Rules for IT Services from Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_assignment_rules_template.htm&release=264.0.0&type=5)** Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. - **[Create Custom Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_assignment_rules.htm&release=264.0.0&type=5)** Create the assignment rules for incidents, problems, change requests, releases, and service requests. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. - **[Set a Default Assignment Rule for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_set_a_default_assignment_rule_for_it_services.htm&release=264.0.0&type=5)** Set a default assignment rule for an object so matching records are routed using the selected assignment rule. You can create multiple assignment rules for an object, but only one assignment rule can be active at a time for an object. # Assist Customers with Chat Use Chat to quickly help your customers solve issues. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Using Chat in the Salesforce console gives you access to several other Service products that let you assist customers in a comprehensive way. - **[Change Your Chat Status](https://help.salesforce.com/s/articleView?id=service.live_agent_change_status.htm&release=264.0.0&type=5)** Change your Chat status to control when you’re available to receive new and transferred chats. - **[Chat with Customers](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_with_customers.htm&release=264.0.0&type=5)** Accept incoming chat requests to begin chatting with customers in a Salesforce console app. - **[Access Customer Details During a Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_access_details_in_details_tab.htm&release=264.0.0&type=5)** When you accept a chat request, a details tab for that chat opens automatically. The details tab includes information about the visitor and lets you look up records related to the chat, such as contacts and cases. - **[Send Quick Text Messages in Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_send_quick_text_messages.htm&release=264.0.0&type=5)** Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more. - **[Transfer Files During a Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_files.htm&release=264.0.0&type=5)** Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues. - **[Attach Articles to Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_articles_to_chats.htm&release=264.0.0&type=5)** Use the Knowledge One widget to find articles that help solve customer issues during chats. - **[Attach Records to Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_records_to_transcripts.htm&release=264.0.0&type=5)** Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app. - **[Block Unwanted Chat Customers](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_enduser.htm&release=264.0.0&type=5)** You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat. - **[End a Chat Session](https://help.salesforce.com/s/articleView?id=service.live_agent_end_chat_session.htm&release=264.0.0&type=5)** End a chat session after you’ve finished chatting with a customer and updating the records related to their chat. # Assisted Setup for Service Agentforce Service (formerly Service Cloud) offers several tools to help you get set up fast. Find out which option is right for your business. | Tool | Benefit | | --- | --- | | Salesforce Go | Explore, set up, configure, and monitor usage of service features in one streamlined location. Salesforce Go is the latest assisted setup tool. | | My Service Journey | Discover service features in concise capabilities based on business goals, the latest features, quick wins, or edition. | | Service Setup Assistant | Create a work-ready service app for your team. Not available in orgs created in Spring '26 or later. | - **[Discover and Set Up Service Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=service.salesforce_go_service.htm&release=264.0.0&type=5)** Explore, set up and configure, and monitor usage of service features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more service features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go. - **[Discover Service Features with My Service Journey](https://help.salesforce.com/s/articleView?id=service.msj_intro.htm&release=264.0.0&type=5)** To quickly grasp how Salesforce can further your customer service goals, use My Service Journey. It's a Salesforce app that details the full feature set of Agentforce Service (formerly Service Cloud). - **[Optimize Setup with the Service Setup Assistant](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup.htm&release=264.0.0&type=5)** Agentforce Service (formerly Service Cloud) is a powerful, customizable customer service tool. Use the Service Setup Assistant to create a work-ready service app for your team. # Associate Affected and Impacted CIs with IT Service Records Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
When Configuration Management Database (CMDB) is integrated with incident, problem, and change records, you can reference relevant configuration items directly from these records. The references appear as affected CIs and impacted CIs, populated from live CMDB data. Linking CIs with IT Service records helps you trace disruptions to the source, understand dependencies, and assess risk before taking action. The affected CIs and impacted CIs related lists appear on these records once CMDB is enabled and related permissions are configured. Affected CIs are the configuration items directly involved in an incident, problem, or change request. Impacted CIs are the configuration items related to those affected CIs. 1. Open an incident, problem, or change request. 2. Click the **Related** tab. 3. On the **Affected CIs** related list, click **Add**. To identify affected CIs with Einstein instead, follow the steps in [Identify Affected Configuration Items for IT Service Records with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_assign_cis.htm&release=264.0.0&type=5 "Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution."). 4. In the **Add Configuration Item** window, select the configuration items. 5. Save your changes. 6. Repeat the above steps to add configuration items on the **Impacted CIs** related list. # Associate an Asset with Its Related Accounts Create Asset Account Participant records to track all the accounts associated with an asset in the asset’s lifecycle. For example, an asset can be related with the supplier who supplied you the asset and the customer who bought the asset. An asset can have multiple account participants. ### Required Editions
Available in: Enterprise, Unlimited, and Developer Editions
The admin can add picklist values for the Stakeholder Role field on the Asset Account Participant object in Object Manager. 1. From the App Launcher, find and select **Asset Account Participants**. 2. Click **New**. 3. Enter a name for the participant. 4. Search for and select the account to be linked with the asset. 5. For Stakeholder Role, select the role of the account linked with the asset, such as financier, customer, or sales dealer. 6. Search for and select an asset. 7. Select **Active**. 8. Select a start date and end date for the association between the asset and the account. 9. For Usage Type, select **Field Service Lightning**. 10. Save your changes. # Associate an Asset with Its Related Contacts Create Asset Contact Participant records to track all the contact associated with an asset in the asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the finance manager who facilitated its sale, and with the sales executive who sold it. An asset can have multiple contact participants. ### Required Editions
Available in: Enterprise, Unlimited, and Developer Editions
The admin can add picklist values for the Stakeholder Role field on the Asset Account Participant object in Object Manager. 1. From the App Launcher, find and select **Asset Contact Participants**. 2. Click **New**. 3. Enter a name for the participant. 4. Search for and select the contact to be linked with the asset. 5. For Stakeholder Role, select the role of the contact linked with the asset, such as technician, owner, or finance manager. 6. Search for and select an asset. 7. Select **Active**. 8. Select a start date and effective end date for the association between the asset and the account. 9. For Usage Type, select **Field Service Lightning**. 10. Save your changes. # Associate Discovery Framework-Based Data Capture Forms with an Object Use custom quick actions to attach Discovery Framework-based data capture forms to any object. This action makes it easier for your users to launch and complete forms directly from Salesforce record pages. ### Required Editions
Available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled
User Permissions Needed
To create custom quick actions and to customize action layouts and page layouts: Customize Application
To view page layouts: View Setup
By associating Discovery Framework-based data capture forms with any object by using custom quick actions, you can significantly reduce setup time. However, these quick actions aren't available on the Field Service mobile app. In the Field Service mobile app, you can launch the forms only from work order, work order line item, or service appointment records. For more information, see [Associate Discovery Framework-Based Data Capture Forms with Service Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_associate_forms.htm&type=5&language=en_US). If users launch the forms on Salesforce record pages, they can’t use the offline capabilities offered by the Field Service mobile app. This means your users can’t access the forms in areas with poor or no internet connectivity. 1. From the object management settings of your target object, click **Buttons, Links, and Actions**. 2. Click **New Action**. 3. Select the action type as flow. 4. For the Flow field, select the Discovery Framework Data Capture flow that you want to launch with the quick action. 5. Enter a label for the quick action. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Users see the specified text for the label as the action name on the record page. The quick action appears only on the record pages in Salesforce but not on the Field Service mobile app. Here's a sample custom quick action. ![Create custom quick action to launch discovery framework data capture form](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_create_quick_action.png) 6. Save your changes. 7. From the object management settings of your target object, click **Page Layouts**. 8. Select the required page layout. 9. On the object page layout, select the **Mobile & Lightning Actions** category. The Mobile & Lightning Actions category contains all available types of actions for the object, including quick actions, Lightning component actions, and standard and custom buttons. Actions in this section appear in the action bar and action menu in various areas of Lightning Experience. 10. Find the quick action that you created earlier, and then drag the action onto the Salesforce Mobile and Lightning Experience Actions section of the object page layout. 11. Save your changes. After you add the quick action to a page layout, your users can launch the form from the page-level action menu on the record page. ![Launch discovery framework data capture from from quick action on salesforce record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_launch_action.png) # Associate Discovery Framework-Based Data Capture Forms with Service Appointments After you build your forms through the Discovery Framework Data Capture flow in Flow Builder, associate the forms with a work order, a work order line item, or a service appointment so that mobile workers can launch these forms and collect data during site visits. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service is enabled
User Permissions Needed
To create service appointments: Create on service appointments
To create, update or delete assigned resources:

Edit on service appointments

AND

Read on service resources
To access forms built with Discovery Framework Data Capture Flow process type: Lightning SDK for Field Service Mobile
Before you associate the form to a service appointment, add the Form junction object to the service appointment record page layout. See [Set Up Discovery Framework Based Data Capture with Field Service mobile app](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5 "Build data capture forms by using assessment questions from Discovery Framework and Flow Builder. Associate these forms with work orders, work order line items, or service appointments to help your mobile workers collect data during field visits by using the Field Service mobile app."). Mobile workers can access the forms directly from the Forms tab on Work Order Overview, or from a service appointment, work order, or work order line item record. This procedure shows how to associate a form built using the Discovery Framework Data Capture Flow to a service appointment. Mobile workers can launch the form from the related list on a service appointment record. 1. From the App Launcher, find and select **Service Appointments**. 2. Add a service appointment. 3. Select a parent record. 4. Enter the earliest possible start date and time. Then, enter the due date and time. 5. On the Related tab of the service appointment record, add a form. 6. Enter a name for the form. 7. In Action Definition, select the screen flow that you created by using the Discovery Framework Data Capture Flow process type. ![Create Service Appointments for Mobile Workers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_new_form_3.png) 8. Save your changes. 9. To test the form, launch it from the related list on a service appointment record on the mobile app. #### See Also - [Create Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_appointments.htm&type=5&language=en_US) - [Using the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_use_app.htm&type=5&language=en_US) # Associate Routing Configurations and Service Reps with Queues Queues are a classic element of Salesforce that help your teams manage leads, cases, contact requests, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your service reps in real time. Service reps don’t have to select work items manually from queues because Omni-Channel routes work items to service reps automatically and in real time! ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
The work items in the queue are assigned the priority that you specified in the routing configuration that you created earlier. If your organization already uses them, you can reuse queues that are available in your organization. That way, you can route work items in real time to the service reps who are assigned to those queues. If your organization doesn’t use queues, create at least one queue to integrate with Omni-Channel. You can also create multiple queues to handle the different types of work items. For example, you might create one queue for incoming cases and another queue for incoming leads. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Omni-Channel doesn't limit the number of queues that you can use. However, you can only modify (insert, update, or delete) up to 16 queues in a single batch. For routing to work correctly, assign each of your service reps to the queue from which they are receiving work items. 1. In Setup, enter Queues in the Quick Find box, then select **Queues**. 2. Create a queue or edit an existing one. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Queue names can’t contain commas. 3. In the Routing Configuration field, look up the routing configuration that you want to associate with the queue. 4. In the Queue Members section, add service reps to the Selected Users field. These service reps will receive work items from this queue. 5. Click **Save**. #### See Also - [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&release=264.0.0&type=5 "Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.") # Asynchronous Messaging Components Asynchronous components include the authentication, form, and payment components. Customers don’t have to respond to these components right away in a bot conversation. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
Asynchronous messaging components include the authentication, form, and payment messaging components. They’re indicated by the ![Async icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_icon.png) icon on the dialog step on the Bot Builder canvas. Unlike other messaging components, when a bot sends an asynchronous component, the customer doesn’t have to respond to it to continue the conversation. They can return to the component and respond anytime before it times out, or they can end the conversation without responding. - **[Best Practices for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_best_practices.htm&release=264.0.0&type=5)** Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context. - **[Send a Secure Form from an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_form.htm&release=264.0.0&type=5)** Use the form messaging component to collect customer information quickly and securely in enhanced Apple Messages for Business or Enhanced Chat channels. - **[Authenticate a Customer with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_auth.htm&release=264.0.0&type=5)** Use the authentication messaging component to verify a customer’s identity using single sign-on in enhanced Apple Messages for Business channels. You can authenticate users with one of Salesforce’s standard authentication providers, such as Google, Salesforce, and Facebook. Or you can create a custom authentication provider. - **[Request a Payment with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_payment.htm&release=264.0.0&type=5)** Use the payment messaging component to request and process payments from customers in enhanced Apple Messages for Business channels. # Attach Articles to Chats Use the Knowledge One widget to find articles that help solve customer issues during chats. ### Required Editions
View supported editions.
User Permissions Needed
To search for and view an article: Read on the article type
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The Knowledge One widget is only available if your Salesforce org uses Salesforce Knowledge and your Salesforce admin has included the tool in your Salesforce app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Attaching articles to a chat using the **Share** button is supported only in Salesforce Classic. 1. When chatting with a visitor, click an article from the list in the Knowledge One widget. A tab with the full text of the article opens. 2. To search for a specific article in the list, type a word or phrase in the text box in the widget and click ![Knowledge One Widget Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_articles_tool_search.png) or press ENTER. - Alternatively, click ![Main Knowledge One Widget Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_articles_tool_main_search.png) at the top of the widget to search all articles, including articles not in the list. The main widget search gives you the option of limiting your results to specific types of articles. - To filter your search results, click **Filters** and choose how you want to restrict your search. 3. When you find the article you want, click ![Knowledge One Drop-Down Arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/knowledge_one_dropdown_arrow.png), then click **Share**. The text of the article appears in the chat text box. 4. To send the article to the visitor, click **Send** or press ENTER on your keyboard. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can send articles to visitors only if your admin has set up a Chat Answer field on articles. If this field isn’t set up, you can view articles but can’t include them in chats. #### See Also - [Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5 "If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console.") # Attach Images and Files to Emails in the Salesforce Classic Case Feed Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text. ### Required Editions
View supported editions.
User Permissions Needed
To send emails with attachments or inline images: Send Email
For example, if you're working on a case that requires a customer to try a few different solutions to resolve an issue, attach a how-to video or a document with multiple sets of detailed troubleshooting steps. If the customer must carefully follow a particular set of troubleshooting steps, use inline images after each step in the message body. - To add an inline image, click ![Mountain icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/insert_image.jpg) in the toolbar of the Case Feed email publisher and upload or link to the image you want. Each image you embed must be no larger than 1 MB, and in .png, .jpg, .jpeg, .jpe, .jfif, .pjpeg, .bmp, or .gif format. The total size of your email message, including images and text, can be no more than 12 MB. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Use the rich text editor in the email publisher to embed images. You can't embed images in plain text messages. - To attach files to an email, click **Upload files** to choose a file from your computer or Salesforce, or to use a file that's already attached to the case, or drag files to the attachments area at the bottom of the email publisher. You can attach up to a total of 10 MB to each email message. Salesforce supports all file types. Drag-and-drop functionality isn't supported on Microsoft Edge and is available only on browsers that support HTML5. - Click **Files:** to see a list of the attachments you added. - Click ![remove attachment icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_remove_attachment.png) next to an attachment to remove it. When the recipient of your email views the message, any images you've embedded appear in the body of the email. If the total size of everything you've attached to the message is greater than 3 MB, all of the attachments appear as links, which the recipient can use to download the files. If the total attachment size is less than 3 MB, each file appears as an attachment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Suppose you're a service rep for an appliance company, and you're working on a case for a customer who's having trouble with the ice maker on her fridge. You could email the customer step-by-step instructions for troubleshooting the ice maker and include an image after each step, and could attach two documents: a PDF of the user manual for the fridge (a 2 MB file) and a list of maintenance tips to keep the fridge working well (a 10 KB file). When the customer receives the email, she sees: - The images embedded in the body of the email message so she can refer to them one at a time as she works through the troubleshooting steps - The user manual and list of maintenance tips as attachments to the message, as their total size is less than 3 MB If you also attached a troubleshooting video (a 2.5 MB file), all three of the attachments appear to the customer as links, as the total size of all attachments is greater than 3 MB. #### See Also - [Send and Reply to Email in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers.") - [Find, Attach, and Email Articles with the Case Feed Articles Tool](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_articles.htm&release=264.0.0&type=5 "Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers.") - [Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5 "The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.") # Attach Knowledge Articles to Work Orders or Work Types Interact with knowledge articles on Field Service work orders, work order line items, and work types. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Attach an Article Search for and attach articles to a record from the Articles related list, the Knowledge One console widget, or the Knowledge component in Lightning Experience. - _In Salesforce Classic:_ In the Articles related list on a record, click **Find Article** to search for an article, and then attach it. - _In the Salesforce Classic console:_ To attach articles to work types, use the Articles related list on the work type. To attach articles to work orders or work order line items, use the Knowledge One widget or the Articles related list. - _In Lightning Experience and the Lightning Experience console:_ In the Knowledge component on a record, search for the article and then attach it. ## View an Attached Article Attached articles appear in the Articles related list, Knowledge Lightning component, and Knowledge One console widget. View an article by clicking its title. If feed tracking for related lists is enabled, you can navigate to attached articles from the record feed. On article detail pages in Salesforce Classic, the Linked Work Orders and Linked Work Order Line Items related lists show the records that an article is attached to. A Linked Work Types related list isn’t available. ## Update an Attached Article To publish a new version of an article, open the article and click **Edit**. When you attach an article to a work order or work order line item, that version of the article stays associated with the record even if later versions are published. If needed, detach and reattach an article to ensure that the record is linked to the latest version of the article. The Linked Article Version field on the linked article detail page leads to the attached version. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only one version of an article can be attached to a record. ## Detach an Article Detach articles from the Articles related list or Knowledge One console widget in Salesforce Classic, and from the Knowledge component in Lightning Experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Linked articles have the following limitations. - Quick actions and global actions aren’t supported for linked articles. - The Article widget and Feed Articles Tool aren’t available in the feed view. - In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed from feed items. - The Linked Work Types related list isn’t available on articles in any platform. - The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console, use the Articles related list. - Linked articles are read-only in the Salesforce mobile app. #### See Also - [Set Up Knowledge for Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_work_order_knowledge.htm&release=264.0.0&type=5 "Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.") - [View Knowledge Articles in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_knowledge.htm&release=264.0.0&type=5 "Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team.") # Attach Records to Chat Transcripts Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app. ### Required Editions
View supported editions.
User Permissions Needed
To search for and view a record:

Read on the object

AND

Create on Live Chat Transcripts
To create a new record:

Create on the object

AND

Create on Live Chat Transcripts
To edit a record:

Edit on the object

AND

Create on Live Chat Transcripts
To delete a record:

Delete on the object

AND

Create on Live Chat Transcripts
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Find existing records or create new ones to associate with a transcript as you chat with customers. For example, you can create a new case based on the customer’s issue, or search for the customer’s existing contact record and attach these records to the transcript for later reference. You can attach standard or custom records to your chat transcripts. 1. While chatting with a customer, click ![Attach Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png) to attach a record to the transcript. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can only attach one of each type of record to a chat transcript. For example, you can't attach more than one case to a single transcript. 2. To search for an existing record: 1. Click the search icon (![Search Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_search_icon.png)) in the records window next to the type of record you want to search for. 2. Type the name of the record and hit ENTER. The record opens in a new tab. 3. Click the attach icon (![Attach Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png)) again. 4. Select the check box next to the record you searched for to link it to the chat transcript. 3. To create a new record: 1. Click the create icon (![Create Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_create_icon.png)) next to the type of record you want to create. 2. Complete the information in the new record and save it. The record will automatically link to the transcript once the record is created. 4. After you complete the chat with the customer, exit the chat. 5. If prompted, click **Save**. The records you linked are now attached to the transcript. You can access them from the transcript’s detail view. # Aura Setup Pathway Take the Aura setup pathway to set up your Service Catalog Site using the Aura framework. ### Required Editions
View supported editions.
Three templates are available for you to quickly set up an Aura Service Catalog site: - [Build Your Own (Aura)](https://help.salesforce.com/s/articleView?id=experience.rss_build_your_own_pages.htm&type=5&language=en_US) - [Customer Account Portal](https://help.salesforce.com/s/articleView?language=en_US&id=sf.rss_customer_account_portal_pages.htm&type=5) - [Customer Service](https://help.salesforce.com/s/articleView?id=experience.rss_napili_views.htm&type=5&language=en_US) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Catalog categories are supported only on Aura templates. Data Categories are supported only on LWR templates. The Customer Account Portal, and Customer Service templates, require minimal setup of the Service Catalog pages and components. The pages and components are installed when you create a site and choose a template. For these templates, setup requires: - Verification of the Service Catalog pages that are added automatically - Configuration of the standard Search page and site navigation menu - Optional configuration of the Home page and Service Catalog Request pages Alternatively, for the BYO Aura template, the site installation doesn’t include the Service Catalog pages and components. You must set up all pages and configure the components. For all templates, the site installation excludes setup of the Service Catalog Request page. This page provides a list and the record details of a user’s Service Requests using the standard Record Detail, Record List and Record Banner components from Experience Cloud. The page setup is optional based on your business needs. Before you take the steps, review [Find Your Way Around Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_designer_ui.htm&type=5&language=en_US). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Deactivate your community in the administration settings of your site. Be sure to complete all steps without interruption and then publish your site to save the changes. If you stop before completing all steps, publish your changes before leaving Experience Builder. See [Publish Your Experience Builder Site Customizations](https://help.salesforce.com/s/articleView?id=experience.community_designer_publish.htm&type=5&language=en_US). 1. **[Verify the Service Catalog Pages Installation](https://help.salesforce.com/s/articleView?id=service.svc_site_verify_pages.htm&release=264.0.0&type=5)** Verify that the Customer Account Portal and Customer Service templates have the Service Catalog pages set up and configured. For the BYO (Aura) template, refer to Set Up the Service Catalog Pages. 2. **[Configure the Home Page](https://help.salesforce.com/s/articleView?id=service.svc_site_home_page.htm&release=264.0.0&type=5)** Your selected template contains a standard Home page that is optional to configure. 3. **[Configure the Search Page](https://help.salesforce.com/s/articleView?id=service.svc_site_search_page.htm&release=264.0.0&type=5)** Configure the standard Search page and configure a search bar so your customers can search for catalog items in your site. 4. **[Set Up the Service Catalog Pages](https://help.salesforce.com/s/articleView?id=service.svc_site_pages_setup.htm&release=264.0.0&type=5)** For the BYO (Aura) template, complete these steps to create and configure the Service Catalog site pages. 5. **[Set Up the Service Catalog Request Page](https://help.salesforce.com/s/articleView?id=service.svc_site_request_page_setup.htm&release=264.0.0&type=5)** Create a Service Catalog Request page to let your site users view all their open service requests and their details. 6. **[Set Up Your Site Navigation Menu](https://help.salesforce.com/s/articleView?id=service.svc_site_nav_menu.htm&release=264.0.0&type=5)** Add site menu tabs for the Home, Service Catalog, and Service Catalog Requests pages so users have efficient navigation and access to these resources. 7. **[Configure Aura Guest User Access](https://help.salesforce.com/s/articleView?id=service.svc_site_guest_access_aura.htm&release=264.0.0&type=5)** Create a Visualforce page for your Aura Service Catalog Site so guest users have access to view and request catalog items. #### See Also - [_Salesforce Help_: Record Banner](https://help.salesforce.com/s/articleView?id=experience.rss_record_headline.htm&type=5&language=en_US) - [_Salesforce Help_: Record Detail](https://help.salesforce.com/s/articleView?id=experience.rss_record_detail.htm&type=5&language=en_US) - [_Salesforce Help_: Record List](https://help.salesforce.com/s/articleView?id=experience.rss_record_list_view.htm&type=5&language=en_US) # Authenticate a Customer with an Enhanced Bot Use the authentication messaging component to verify a customer’s identity using single sign-on in enhanced Apple Messages for Business channels. You can authenticate users with one of Salesforce’s standard authentication providers, such as Google, Salesforce, and Facebook. Or you can create a custom authentication provider. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
This component is asynchronous. When the bot sends the component, the customer can continue the conversation and respond to the component later. Bots that use asynchronous components require careful configuration to ensure a natural conversational experience. Before adding this component to a bot, learn more about [best practices for asynchronous components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_best_practices.htm&release=264.0.0&type=5 "Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context."). This component is available only for enhanced Apple Messages for Business channels. In enhanced bots, authentication requests time out after five minutes. 1. From the Messaging Component page in Setup, [create an authentication messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&type=5&language=en_US). When you set up an authentication component, you specify a prompt that asks customers to enter their login credentials and a confirmation message. The prompt and confirmation message aren’t visible in the Bot Builder, but you don’t need to add a separate dialog step to send them. In the bot conversation, the prompt is sent to the customer when they reach the dialog step that references your component. After the customer enters their login credentials, the confirmation message appears as a customer from the customer. 2. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the authentication request to. 3. From the Dialog Component Library, drag the **Authentication** dialog step onto the canvas. 4. In the Step Properties panel, enter the name of your messaging component to search for and select it. If you don’t see your component, refresh the builder and try again. 5. The authentication messaging component is asynchronous, so tell the bot what to do after sending the form. The bot can wait for customer input or move on to the next dialog step. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When exact matching or intent recognition are enabled, the customer can enter text that redirects the bot conversation to another dialog (for example, “Main Menu”), regardless of the option you select. 6. In the output section, select or create an ID variable to store the ID of the result of the authentication process. When authentication is successful, the variable is set. 7. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the authentication, or the bot can send the authentication and override the original value. 8. Optionally, select or create an object list variable to store the list of error codes if the customer response results in an error. You can use Rule conditions and actions to customize the behavior of the Error Handler dialog based on the error variable. See [Error Handling for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_errors.htm&release=264.0.0&type=5 "Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request."). 9. Save your changes. To specify the bot’s behavior when a customer responds to the component, add a Rule action step after the component. The Rule action step ensures that whenever your customer responds to the component, their response is confirmed and the conversation is redirected appropriately. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") # Author and Manage Policy Clauses in Microsoft Word for IT Compliance Draft and manage policies directly in Microsoft Word by creating and editing clauses, or reusing existing ones from your library. The Salesforce Policy Connector ensures that your Word edits are synchronized with your policy records in Salesforce. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To author and manage policy clauses in Microsoft Word:

Compliance Admin permission set

AND

Microsoft Guided Setup permission set
The Salesforce Policy Connector must be installed in your Microsoft Word. See [Configure Microsoft 365 Integration for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5 "Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors.") To add or edit clauses, the policy and clause records must be in Draft, Review, or Pending Approval status. When you add or update text, Salesforce automatically creates or updates the corresponding Compliance Policy Clause and Compliance Policy Clause Version records. ## Create a Clause To create a record in Salesforce for new policy text, register the text as a clause. 1. Type the clause content directly into the Word document. 2. Highlight the text you want to register as a clause. 3. In the Salesforce side panel, click **Mark as Clause**. 4. Enter a descriptive **Clause Name** and click **Continue**. Salesforce creates a Compliance Policy Clause record and a Draft version automatically. ## Insert a Clause from Library Search and add existing clauses from your company's Clause Library into the policy document in Word. 1. In the Salesforce side panel, click **Clause Library**. 2. Search for the clause you need. 3. Click the expand icon next to the clause name and click **Insert Clause**. ## Update or Remove a Clause Edit or remove clauses from the document and sync everything to Salesforce. 1. In the side panel, click the **Document** tab to see a list of all clauses in the current document. 2. To edit a clause, click the actions menu next to a clause and select **Edit**. 3. After making changes in the document, click **Save** from the actions menu. 4. To delete a clause from the document, select **Remove** from the actions menu. 5. To synchronize all document changes to Salesforce at once, click **Save All**. # Authoring Actions in Lightning Knowledge Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions. ### Required Editions
Available in Lightning Experience. View supported editions.
Authoring actions appear in Knowledge home and in record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform these actions. ## Actions in Knowledge Home In Knowledge list views, including Knowledge home, you can quickly perform record actions that affect one or multiple records. In Knowledge home, actions appear if the user has the permission to use them. Use bulk actions (1) to quickly update multiple records at once. Use the dropdown next to each article (2) to choose record-level actions. ![Knowledge home showing bulk actions and row actions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_home_actions.png) ## Actions in Record Pages For article record pages, you can control which authoring actions are available with page layouts and user permissions. The actions that appear also depend on the article’s publishing status. You add authoring actions in the page layout editor. ![The Mobile and Lightning actions palette in the page layout editor.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_actions_palette.png) - **[When Are Lightning Authoring Actions Available?](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_actions_reference.htm&release=264.0.0&type=5)** In Lightning Knowledge page layouts, actions are shown or hidden based on the article’s publication status. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission. #### See Also - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") - [Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5 "Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.") # Auto-Complete Case Milestones Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones. ### Required Editions
View supported editions.
User Permissions Needed
To define Apex triggers and classes: Author Apex
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip In Lightning Experience, support reps can click the **Mark Completed** link in the Milestones component to mark a milestone completed. It’s not automation, but it is easy. For more information, see [Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5 "The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console."). The following triggers mark specific types of milestones Completed when the case they are on meets unique criteria. We’ve also provided a milestone utility Apex class and accompanying unit tests. Define the milestone utility class before you use any of the triggers. Milestone Utility Apex Class Apex classes reduce the size of your triggers and make it easier to reuse and maintain Apex code. To define this Apex class in your org: 1. From Setup, enter Apex Classes in the Quick Find box, then click **Apex Classes**. 2. Click **New**. 3. Copy the class text and paste it into the text field. 4. Click **Save**. ```java public class MilestoneUtils { public static void completeMilestone(List caseIds, String milestoneName, DateTime complDate) { List cmsToUpdate = [select Id, completionDate from CaseMilestone cm where caseId in :caseIds and cm.MilestoneType.Name=:milestoneName and completionDate = null limit 1]; if (cmsToUpdate.isEmpty() == false){ for (CaseMilestone cm : cmsToUpdate){ cm.completionDate = complDate; } update cmsToUpdate; } } } ``` Apex Class Unit Test You can set up Apex unit tests in the developer console to scan your code for any issues. ```java /** * This class contains unit tests for validating the behavior of Apex classes * and triggers. * * Unit tests are class methods that verify whether a particular piece * of code is working properly. Unit test methods take no arguments, * commit no data to the database, and are flagged with the testMethod * keyword in the method definition. * * All test methods in an organization are executed whenever Apex code is deployed * to a production organization to confirm correctness, ensure code * coverage, and prevent regressions. All Apex classes are * required to have at least 75% code coverage in order to be deployed * to a production organization. In addition, all triggers must have some code coverage. * * The @isTest class annotation indicates this class only contains test * methods. Classes defined with the @isTest annotation do not count against * the organization size limit for all Apex scripts. * * See the Apex Language Reference for more information about Testing and Code Coverage. */ @isTest private class MilestoneTest { static testMethod void TestCompleteMilestoneCase(){ List acts = new List(); Account myAcc = new Account(Name='TestAct', phone='1001231234'); acts.add(myAcc); Account busAcc = new Account(Name = 'TestForMS', phone='4567890999'); acts.add(busAcc); insert acts; Contact cont = new Contact(FirstName = 'Test', LastName = 'LastName', phone='4567890999', accountid = busAcc.id); insert(cont); Id contactId = cont.Id; Entitlement entl = new Entitlement(Name='TestEntitlement', AccountId=busAcc.Id); insert entl; String entlId; if (entl != null) entlId = entl.Id; List cases = new List{}; if (entlId != null){ Case c = new Case(Subject = 'Test Case with Entitlement ', EntitlementId = entlId, ContactId = contactId); cases.add(c); } if (cases.isEmpty()==false){ insert cases; List caseIds = new List(); for (Case cL : cases){ caseIds.add(cL.Id); } milestoneUtils.completeMilestone(caseIds, 'First Response', System.now()); } } static testMethod void testCompleteMilestoneViaCase(){ List acts = new List(); Account myAcc = new Account(Name='TestAct', phone='1001231234'); acts.add(myAcc); Account busAcc = new Account(Name = 'TestForMS', phone='4567890999'); acts.add(busAcc); insert acts; Contact cont = new Contact(FirstName = 'Test', LastName = 'LastName', phone='4567890999', accountid = busAcc.id); insert(cont); Id contactId = cont.Id; Entitlement entl = new Entitlement(Name='TestEntitlement', AccountId=busAcc.Id); insert entl; String entlId; if (entl != null) entlId = entl.Id; List cases = new List{}; for(Integer i = 0; i < 1; i++){ Case c = new Case(Subject = 'Test Case ' + i); cases.add(c); if (entlId != null){ c = new Case(Subject = 'Test Case with Entitlement ' + i, EntitlementId = entlId); cases.add(c); } } } } ``` Sample Trigger 1 You can create a milestone named Resolution Time that requires cases to be closed within a certain length of time. It’s a great way to enforce case resolution terms in SLAs. This sample case trigger marks each Resolution Time milestone Completed when its case is closed. This way, the support rep doesn’t have to manually mark the milestone completed after closing the case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Case Triggers in the Quick Find box, then click **Case Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click**Save**. ```java trigger CompleteResolutionTimeMilestone on Case (after update) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); List updateCases = new List(); for (Case c : Trigger.new){ if (((c.isClosed == true)||(c.Status == 'Closed'))&&((c.SlaStartDate <= completionDate)&&(c.SlaExitDate == null))) updateCases.add(c.Id); } if (updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'Resolution Time', completionDate); } } ``` Sample Trigger 2 You can create a milestone named First Response that requires support reps to get in touch with a case contact within X minutes or hours of the case’s creation. It’s a nice way to ensure that your support team is communicating with case contacts as soon as possible. This sample email trigger marks a First Response milestone Completed when an email is sent to the case contact. That way, the support rep doesn’t have to manually mark the First Response milestone Completed after they email the case contact. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Email Triggers in the Quick Find box, then click **Email Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click**Save**. ```java trigger CompleteFirstResponseEmail on EmailMessage (after insert) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); Map emIds = new Map(); for (EmailMessage em : Trigger.new){ if(em.Incoming == false) emIds.put(em.ParentId, em.ToAddress); } if (emIds.isEmpty() == false){ Set emCaseIds = new Set(); emCaseIds = emIds.keySet(); List caseList = [Select c.Id, c.ContactId, c.Contact.Email, c.OwnerId, c.Status, c.EntitlementId, c.SlaStartDate, c.SlaExitDate From Case c where c.Id IN :emCaseIds]; if (caseList.isEmpty()==false){ List updateCases = new List(); for (Case caseObj:caseList) { if ((emIds.get(caseObj.Id)==caseObj.Contact.Email)&& (caseObj.Status == 'In Progress')&& (caseObj.EntitlementId != null)&& (caseObj.SlaStartDate <= completionDate)&& (caseObj.SlaStartDate != null)&& (caseObj.SlaExitDate == null)) updateCases.add(caseObj.Id); } if(updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'First Response', completionDate); } } } } ``` Sample Trigger 3 While the previous trigger dealt with email messages, this sample case comment trigger marks a First Response milestone Completed when a public comment is made on the case. You can use it if a public case comment is a valid first response in your support terms. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Case Comment Triggers in the Quick Find box, then click **Case Comment Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click **Save**. ```java trigger CompleteFirstResponseCaseComment on CaseComment (after insert) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); List caseIds = new List(); for (CaseComment cc : Trigger.new){ if(cc.IsPublished == true) caseIds.add(cc.ParentId); } if (caseIds.isEmpty() == false){ List caseList = [Select c.Id, c.ContactId, c.Contact.Email, c.OwnerId, c.Status, c.EntitlementId, c.SlaStartDate, c.SlaExitDate From Case c Where c.Id IN :caseIds]; if (caseList.isEmpty() == false){ List updateCases = new List(); for (Case caseObj:caseList) { if ((caseObj.Status == 'In Progress')&& (caseObj.EntitlementId != null)&& (caseObj.SlaStartDate <= completionDate)&& (caseObj.SlaStartDate != null)&& (caseObj.SlaExitDate == null)) updateCases.add(caseObj.Id); } if(updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'First Response', completionDate); } } } } ``` # Auto-Complete Case Milestones by Using Flow Configure a flow that automatically marks milestones Completed on cases that match unique criteria. In your flow, define one or more case criteria that must be satisfied for a milestone to be marked Completed. ### Required Editions
View supported editions.
User Permissions Needed
To view entitlements: Read on Entitlement
To change entitlements: Edit on Entitlement
To create and update entitlement processes and milestones: Manage Entitlement
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click the name of an entitlement process. 3. Click **New** on the Milestones related list. 4. Choose the milestone. 5. In Time Trigger (Minutes), enter the number of minutes in which users must complete the milestone before it triggers an action. 6. Save the milestone. 7. Click the milestone to add completion criteria. 8. Under Completion Criteria, click **Add Actions**, and then select **New Flow**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Completion criteria is evaluated as part of case editing, and this evaluation happens on a per-case basis. When performing bulk actions on cases, be mindful that you can hit other limits, such as SOQL query limits and the number of rows processed. 9. Save and open the flow in Flow Builder. 10. In Flow Builder, click **Milestone Validation Decision**, and then select **Edit Element**. 11. Under OUTCOME DETAILS, add one or more conditions for auto-completion of case milestones. 12. Save your changes and activate the flow. # Auto-Complete Case Milestones Using an Apex Trigger Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones. ### Required Editions
View supported editions.
User Permissions Needed
To define Apex triggers and classes: Author Apex
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip In Lightning Experience, support reps can click the **Mark Completed** link in the Milestones component to mark a milestone completed. It’s not automation, but it is easy. For more information, see [Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5 "The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console."). The following triggers mark specific types of milestones Completed when the case they are on meets unique criteria. We’ve also provided a milestone utility Apex class and accompanying unit tests. Define the milestone utility class before you use any of the triggers. Milestone Utility Apex Class Apex classes reduce the size of your triggers and make it easier to reuse and maintain Apex code. To define this Apex class in your org: 1. From Setup, enter Apex Classes in the Quick Find box, then click **Apex Classes**. 2. Click **New**. 3. Copy the class text and paste it into the text field. 4. Click **Save**. ```java public class MilestoneUtils { public static void completeMilestone(List caseIds, String milestoneName, DateTime complDate) { List cmsToUpdate = [select Id, completionDate from CaseMilestone cm where caseId in :caseIds and cm.MilestoneType.Name=:milestoneName and completionDate = null limit 1]; if (cmsToUpdate.isEmpty() == false){ for (CaseMilestone cm : cmsToUpdate){ cm.completionDate = complDate; } update cmsToUpdate; } } } ``` Apex Class Unit Test You can set up Apex unit tests in the developer console to scan your code for any issues. ```java /** * This class contains unit tests for validating the behavior of Apex classes * and triggers. * * Unit tests are class methods that verify whether a particular piece * of code is working properly. Unit test methods take no arguments, * commit no data to the database, and are flagged with the testMethod * keyword in the method definition. * * All test methods in an organization are executed whenever Apex code is deployed * to a production organization to confirm correctness, ensure code * coverage, and prevent regressions. All Apex classes are * required to have at least 75% code coverage in order to be deployed * to a production organization. In addition, all triggers must have some code coverage. * * The @isTest class annotation indicates this class only contains test * methods. Classes defined with the @isTest annotation do not count against * the organization size limit for all Apex scripts. * * See the Apex Language Reference for more information about Testing and Code Coverage. */ @isTest private class MilestoneTest { static testMethod void TestCompleteMilestoneCase(){ List acts = new List(); Account myAcc = new Account(Name='TestAct', phone='1001231234'); acts.add(myAcc); Account busAcc = new Account(Name = 'TestForMS', phone='4567890999'); acts.add(busAcc); insert acts; Contact cont = new Contact(FirstName = 'Test', LastName = 'LastName', phone='4567890999', accountid = busAcc.id); insert(cont); Id contactId = cont.Id; Entitlement entl = new Entitlement(Name='TestEntitlement', AccountId=busAcc.Id); insert entl; String entlId; if (entl != null) entlId = entl.Id; List cases = new List{}; if (entlId != null){ Case c = new Case(Subject = 'Test Case with Entitlement ', EntitlementId = entlId, ContactId = contactId); cases.add(c); } if (cases.isEmpty()==false){ insert cases; List caseIds = new List(); for (Case cL : cases){ caseIds.add(cL.Id); } milestoneUtils.completeMilestone(caseIds, 'First Response', System.now()); } } static testMethod void testCompleteMilestoneViaCase(){ List acts = new List(); Account myAcc = new Account(Name='TestAct', phone='1001231234'); acts.add(myAcc); Account busAcc = new Account(Name = 'TestForMS', phone='4567890999'); acts.add(busAcc); insert acts; Contact cont = new Contact(FirstName = 'Test', LastName = 'LastName', phone='4567890999', accountid = busAcc.id); insert(cont); Id contactId = cont.Id; Entitlement entl = new Entitlement(Name='TestEntitlement', AccountId=busAcc.Id); insert entl; String entlId; if (entl != null) entlId = entl.Id; List cases = new List{}; for(Integer i = 0; i < 1; i++){ Case c = new Case(Subject = 'Test Case ' + i); cases.add(c); if (entlId != null){ c = new Case(Subject = 'Test Case with Entitlement ' + i, EntitlementId = entlId); cases.add(c); } } } } ``` Sample Trigger 1 You can create a milestone named Resolution Time that requires cases to be closed within a certain length of time. It’s a great way to enforce case resolution terms in SLAs. This sample case trigger marks each Resolution Time milestone Completed when its case is closed. This way, the support rep doesn’t have to manually mark the milestone completed after closing the case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Case Triggers in the Quick Find box, then click **Case Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click**Save**. ```java trigger CompleteResolutionTimeMilestone on Case (after update) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); List updateCases = new List(); for (Case c : Trigger.new){ if (((c.isClosed == true)||(c.Status == 'Closed'))&&((c.SlaStartDate <= completionDate)&&(c.SlaExitDate == null))) updateCases.add(c.Id); } if (updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'Resolution Time', completionDate); } } ``` Sample Trigger 2 You can create a milestone named First Response that requires support reps to get in touch with a case contact within X minutes or hours of the case’s creation. It’s a nice way to ensure that your support team is communicating with case contacts as soon as possible. This sample email trigger marks a First Response milestone Completed when an email is sent to the case contact. That way, the support rep doesn’t have to manually mark the First Response milestone Completed after they email the case contact. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Email Triggers in the Quick Find box, then click **Email Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click**Save**. ```java trigger CompleteFirstResponseEmail on EmailMessage (after insert) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); Map emIds = new Map(); for (EmailMessage em : Trigger.new){ if(em.Incoming == false) emIds.put(em.ParentId, em.ToAddress); } if (emIds.isEmpty() == false){ Set emCaseIds = new Set(); emCaseIds = emIds.keySet(); List caseList = [Select c.Id, c.ContactId, c.Contact.Email, c.OwnerId, c.Status, c.EntitlementId, c.SlaStartDate, c.SlaExitDate From Case c where c.Id IN :emCaseIds]; if (caseList.isEmpty()==false){ List updateCases = new List(); for (Case caseObj:caseList) { if ((emIds.get(caseObj.Id)==caseObj.Contact.Email)&& (caseObj.Status == 'In Progress')&& (caseObj.EntitlementId != null)&& (caseObj.SlaStartDate <= completionDate)&& (caseObj.SlaStartDate != null)&& (caseObj.SlaExitDate == null)) updateCases.add(caseObj.Id); } if(updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'First Response', completionDate); } } } } ``` Sample Trigger 3 While the previous trigger dealt with email messages, this sample case comment trigger marks a First Response milestone Completed when a public comment is made on the case. You can use it if a public case comment is a valid first response in your support terms. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This trigger references the milestone utility test class, so be sure to define the test class first. To define this trigger in your org: 1. From Setup, enter Case Comment Triggers in the Quick Find box, then click **Case Comment Triggers**. 2. Click **New**. 3. Copy the trigger text and paste it into the text field. 4. Click **Save**. ```java trigger CompleteFirstResponseCaseComment on CaseComment (after insert) { if (UserInfo.getUserType() == 'Standard'){ DateTime completionDate = System.now(); List caseIds = new List(); for (CaseComment cc : Trigger.new){ if(cc.IsPublished == true) caseIds.add(cc.ParentId); } if (caseIds.isEmpty() == false){ List caseList = [Select c.Id, c.ContactId, c.Contact.Email, c.OwnerId, c.Status, c.EntitlementId, c.SlaStartDate, c.SlaExitDate From Case c Where c.Id IN :caseIds]; if (caseList.isEmpty() == false){ List updateCases = new List(); for (Case caseObj:caseList) { if ((caseObj.Status == 'In Progress')&& (caseObj.EntitlementId != null)&& (caseObj.SlaStartDate <= completionDate)&& (caseObj.SlaStartDate != null)&& (caseObj.SlaExitDate == null)) updateCases.add(caseObj.Id); } if(updateCases.isEmpty() == false) milestoneUtils.completeMilestone(updateCases, 'First Response', completionDate); } } } } ``` # Auto-Generated Sentiments of Call Conversations Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
Sentiment Journey is available for Salesforce orgs in the North America region only. After a call ends, you can view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. For example, to identify what was said when negative sentiments occur, play the recording at those moments. A rep can then follow up with the customer to turn negative experiences into positive ones. A supervisor can also coach the rep to improve the way they handle calls. ![The agent and customer sentiments appear in the Voice Call record if the components are added to the page layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_sentiment_with_marker.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice generates the Sentiment Journey graph and shows the sentiment scores based on sentiments received from the telephony provider. For additional post-call analysis, Einstein Conversation Insights provides out-of-the-box insights based on customer-defined keywords. 1. **[Complete the Conversation Sentiment Prerequisites for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)** For sentiments coming from Amazon Connect Contact Lens, complete these prerequisites before you configure conversation sentiments. 2. **[Create an EventBridge Rule for Amazon Sentiment Signals](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)** For sentiment signals coming from Amazon Connect Contact Lens, create an EventBridge rule to define the trigger mechanism between Amazon S3 and the PostCallAnalysisTriggerFunction Lambda function. 3. **[Let Reps and Supervisors View Sentiments of Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)** To enable reps (agents) and supervisors to view the rep’s and customer’s sentiments, add the Call Audio Player to the Voice Call page layout. You can also add the Agent Sentiment Score and Customer Sentiment Score fields to the Voice Call page layout. To identify sentiment trends for your contact center or reps, add the Agent Sentiment Score and Customer Sentiment Score fields to a Salesforce report. ## Complete the Conversation Sentiment Prerequisites for Amazon Connect For sentiments coming from Amazon Connect Contact Lens, complete these prerequisites before you configure conversation sentiments. 1. [Verify that Contact Lens is enabled](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_contact_lens_verification.htm&language=en_US). By default, Contact Lens is enabled. 2. [Verify that Contact Lens is enabled in your contact flows](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_speech_analytics_enable.htm&language=en_US). 3. Verify that you have the Amazon Web Services IAM admin permissions with the ability to create Amazon EventBridge rules. See [Amazon EventBridge setup and prerequisites](https://docs.aws.amazon.com/eventbridge/latest/userguide/eb-setup.html). 4. Upgrade your contact center to at least version 10.0. See [Salesforce Voice Contact Center Updates](https://help.salesforce.com/s/articleView?id=000390799&type=1&language=en_US) and [Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_cc.htm&language=en_US). ## Create an EventBridge Rule for Amazon Sentiment Signals For sentiment signals coming from Amazon Connect Contact Lens, create an EventBridge rule to define the trigger mechanism between Amazon S3 and the PostCallAnalysisTriggerFunction Lambda function. 1. From the AWS Management Console, go to **Amazon EventBridge** | **Rules**. 2. Click **Create rule**. 3. In the Define rule detail screen, give the rule a name and optional description. Leave the other default settings. ![The name and the description of the rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_define_rule.png) 4. Click **Next**. 5. In the Build event pattern screen, scroll down to the Event pattern section and click **Custom patterns (JSON editor)**. 6. Copy the following JSON sample event and paste it into the Event pattern text box, replacing the name of the bucket to your contact center’s S3 object name: ``` { "detail-type": ["Object Created"], "source": ["aws.s3"], "detail": { "bucket": { "name": ["contactcenter-694266641768"] //replace with CC S3 bucket name }, "object": {"key": [{"prefix": "Analysis/Voice"}] } } } ``` ![The event pattern in JSON format](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_event_pattern.png) 7. Click **Next**. 8. In the Select target(s) screen, set the Select a target dropdown to **Lambda function**, and set the Function to the  **PostCallAnalysisTriggerFunction**. ![The eventbridge for the ContactLensProcessorFunction Lambda function](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_lens_processor_eventbridge_select_targets.png) 9. Click **Next** twice. 10. In the Review and create screen, review the settings for your new EventBridge rule, and click **Create rule**. After you configure the Contact Lens settings and EventBridge rule, when a customer hangs up from a voice call, Contact Lens processes the call data and saves the transcript file to the contact center Amazon S3 bucket. Every time a file is added to the S3 bucket, the EventBridge rule triggers the PostCallAnalysisTriggerFunction Lambda function to read the files in the S3 bucket, prepare the data, and save the data to the Salesforce database. ## Let Reps and Supervisors View Sentiments of Call Conversations To enable reps (agents) and supervisors to view the rep’s and customer’s sentiments, add the Call Audio Player to the Voice Call page layout. You can also add the Agent Sentiment Score and Customer Sentiment Score fields to the Voice Call page layout. To identify sentiment trends for your contact center or reps, add the Agent Sentiment Score and Customer Sentiment Score fields to a Salesforce report. #### See Also - [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&release=264.0.0&type=5 "To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.") # Autofill Case Fields with Einstein Case Classification Apps With Einstein Case Classification and Einstein Case Wrap-Up, remove the guesswork from completing case fields and resolve cases quickly and consistently. ### Required Editions
View supported editions.
When you enable Einstein classification apps—Einstein Case Classification (1) and Einstein Case Wrap-Up (2)—your service reps can see Einstein’s predictions at both ends of the case lifecycle: when a case is created and when a chat with the customer ends. To set up one or both apps, create a model that tells Einstein what closed cases to learn from. Einstein can then predict field values for most checkbox, picklist, and lookup fields on a case. Your service reps see Einstein’s recommendations in the Service Console. ![Einstein Case Classification and Case Wrap-Up show recommendations in the Service Console.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_classification_apps.png) To get started, explore the Try Einstein version of the classification apps, which lets you build one model for each app. The Einstein for Service add-on license provides the full version that lets you create five models per app. That way, you can customize models for different parts of your business. The add-on license also lets Einstein Case Classification automate field completion and optionally route cases. - **[Einstein Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5)** Explore case classification key concepts including models, segments and examples cases, case automation, and case routing. - **[Prepare for Einstein Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_considerations.htm&release=264.0.0&type=5)** Before you set up Einstein classification apps, review the data requirements, address data problems early, and learn how to introduce these features to your support team. - **[Set Up Einstein Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_setup.htm&release=264.0.0&type=5)** Choose closed cases for Einstein to analyze, and decide where and how case fields are predicted. Then, build your classification models and give service reps access to predictions. - **[Use Einstein Classification Apps in the Service Console](https://help.salesforce.com/s/articleView?id=service.cc_service_agent_experience.htm&release=264.0.0&type=5)** Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console. - **[Track Einstein Classification App Performance](https://help.salesforce.com/s/articleView?id=service.cc_service_performance.htm&release=264.0.0&type=5)** The performance dashboard shows you how well Einstein’s predictions are working. View the performance of predictions compared to the field value at the time the case is closed. For Case Classification and Case Wrap-Up, you can use this information to help determine automation levels. - **[Update Your Einstein Classification Model](https://help.salesforce.com/s/articleView?id=service.cc_service_pause.htm&release=264.0.0&type=5)** Update an active Einstein classification model to add or remove fields, change which cases it applies to, or adjust field prediction settings. # Automate Case Processing with Rules Automation keeps things running smoothly. Set up rules to help you prioritize, distribute, assign, respond to, and escalate records. ### Required Editions
View supported editions.
- **[Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&release=264.0.0&type=5)** Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue. - **[Set Up Auto-Response Rules](https://help.salesforce.com/s/articleView?id=service.creating_auto-response_rules.htm&release=264.0.0&type=5)** Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry. - **[Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&release=264.0.0&type=5)** Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates. - **[When Do Rules Execute?](https://help.salesforce.com/s/articleView?id=service.rules_processing_order.htm&release=264.0.0&type=5)** Salesforce processes rules in a certain order. - **[Limits for Assignment, Auto-Response, and Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_limits.htm&release=264.0.0&type=5)** Salesforce limits the number of rules, as well as the number of entries and actions per rule. These limits apply to assignment rules, auto-response rules, and escalation rules. - **[Route Work with Einstein Case Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_einstein_case_routing.htm&release=264.0.0&type=5)** Save service reps' time with Einstein. When Einstein Case Classification updates a field on a case, Einstein Case Routing runs your assignment rules to route the case to a service rep. # Automate Cases with Rules Use assignment rules and escalation rules to control how cases are assigned and escalated. Create auto-response rules to determine how case contacts and owners are notified about changes to a case. ### Required Editions
View supported editions.
- **Assignment rules** automatically assign new cases to the appropriate users or queues. You can make users members of a queue and any member can take ownership of the cases within the queue. - **Escalation rules** automate the escalation of cases by specifying what actions to take when cases aren’t resolved within a certain amount of time. - **Auto-response rules** determine what email templates to use in emails to case contacts and owners when the case meets specific criteria. For example, send customers who submit feature requests an email template that thanks them and provides information about your product development process. To get started, see [Automate Case Processing with Rules](https://help.salesforce.com/s/articleView?id=service.automation_rules_queues_parent.htm&language=en_US). # Automate Classification Streamline service with automation. Set a confidence threshold to select and save Einstein’s field predictions on your case, and run assignment rules. ### Required Editions
View supported editions.
With the Try Einstein version, you can’t automate field values: Einstein can select the best value for a field but can’t automatically update the case or have Einstein Case Routing assign it to the right service rep. The paid version of Einstein Case Classification and Case Wrap-Up is available with the Service Cloud Einstein add-on license. This license allows for five models per app. For Einstein Case Classification, it also includes automatic field updates and Einstein Case Routing. To upgrade, talk to your Salesforce account executive. - **[Einstein Classification Prediction Confidence](https://help.salesforce.com/s/articleView?id=service.cc_service_confidence_faq.htm&release=264.0.0&type=5)** Review common questions about field prediction options and confidence thresholds. - **[Configure Automated Field Predictions](https://help.salesforce.com/s/articleView?id=service.cc_service_populate.htm&release=264.0.0&type=5)** After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically. - **[Run Assignment Rules for Einstein Case Classification](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&release=264.0.0&type=5)** When Einstein Case Classification automatically saves predicted field values to a case, Einstein Case Routing can use your existing case routing logic to route the case to the right service rep. You need the Service Cloud Einstein add-on license to use Einstein Case Routing. # Automate Enhanced Chat Setup for Employees in IT Services Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To build and manage Employee agents:

Manage AI Agents

OR

Customize Application
To enable Enhanced Chat features: Customize Application
Set up Agentforce for IT Service before setting up Enhanced Chat. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important If you already have an Agentforce agent that was created by using the IT Service Employee Agent template, delete it or the Enhanced Chat automated setup fails. To use an existing agent you created with the Salesforce Go automation, modify all downstream operations that use the agent. For example, edit the Route Messages to IT Employee Agent For Enhanced Chat Omni-Channel flow created as part of the automation to route messages to the agent you created. 1. From the Salesforce Go page, search for and select **Agentforce For IT Service**. 2. Turn on **Set Up Enhanced Chat for IT Service Employee** and confirm the changes. When you turn on this feature, it automatically configures these settings for the Enhanced Chat setup. - Omni-Channel: Turns on Omni-Channel settings, defines routing configurations, and sets up the Enhanced Chat messaging queue. - Employee Agent: Enables, deploys, and activates an Agentforce agent by using the IT Service Employee Agent template. - Omni-Channel Flow and Messaging Channel: Creates an Omni-Channel flow and a Messaging Channel to route requests to the Employee agent. # Automate Geolocation-Based Actions Set up a flow to automate your actions at scale for all your mobile workers. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To create and edit custom objects: Customize Application
To edit object permissions: Manage Profiles and Permission Sets
To open, edit, or create a flow in Flow Builder: Manage Flow
## Create the Flow Create a flow for the geolocation-based actions that your mobile workers can see. Setting up a flow helps you automate the location-based actions so that you don’t need to add the actions to individual service appointments. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Click **New Flow**. 3. Select **Start From Scratch** and click **Next**. 4. Select **Record-Triggered Flow** and click **Create**. 5. In the Configure Start window, determine when the flow is triggered. 1. For Object, find and select **Service Appointment**. 2. For Trigger the Flow When, select **A record is created or updated**. 3. For Optimize the Flow for, select **Actions and Related Records**. 6. Click **Save**. 7. Enter a label. API Name is populated based on the label you entered. 8. Save the flow. ## Create the Resources for the Flow 1. Open the Toolbox. 2. Create a resource for the assigned resource record. 1. For Resource Type, select **Variable**. 2. Enter an API name, for example AssignedResourceRecord. 3. For Data Type, select **Record**. 4. For Object, find and select **Assigned Resource**. 5. Select **Available for Input** and **Available for Output**. 3. Create a resource for the geolocation-based action that’s triggered when the mobile worker enters the geofence. 1. For Resource Type, select **Variable**. 2. Enter an API name, for example, EnterGeolocationAction. 3. For Data Type, select **Record**. 4. For Object, find and select **Geolocation Based Action**. 5. Select **Available for Input** and **Available for Output**. 4. Create a resource for the geolocation-based action that’s triggered when the mobile worker exits the geofence. 1. For Resource Type, select **Variable**. 2. Enter an API name, for example, ExitGeolocationAction. 3. For Data Type, select **Record**. 4. For Object, find and select **Geolocation Based Action**. 5. Select **Available for Input** and **Available for Output**. 5. Create a resource for the collection of geolocation-based actions. 1. For Resource Type, select **Variable**. 2. Enter an API name, for example, GeolocationActions. 3. For Data Type, select **Record**. 4. For Object, find and select **Geolocation Based Action**. 5. Select **Available for Input** and **Available for Output**. 6. Select **Allow multiple values (collection)**. ## Add Elements to the Flow You can add only one geolocation-based action that’s triggered before a service appointment and one that’s triggered after. 1. Add a Get Records element for the assigned resources. 1. Enter a label, for example, Get Assigned Resource. 2. Enter an API Name, for example, GetAssignedResource. 3. For Object, find and select **Assigned Resource**. 4. For Condition Requirements, select **All Conditions Are Met (AND)**. 5. For Field, find and select **ServiceAppointmentId**. 6. For Operator, select **Equals**. 7. For Value, find and select the service appointment record, and then find and select **Service Appointment Id**. The value looks like this when you click it: {!$Record.Id}. 8. For How Many Records to Store, select **Only the first record**. 9. For How to Store Record Data, select **Choose fields and assign variables (advanced)**. 10. For Where to Store Field Values, select **Together in a record variable**. 11. For Record, find and select the variable that you created for the assigned resource record. In our example, that’s the AssignedResourceRecord variable. 12. For Select Assigned Resource Fields to Store in Variable, add the ServiceResourceId field. 2. Add a Decision element that checks whether an assigned service resource exists. 1. Enter a label, for example, Is Service Resource Assigned?. 2. Enter an API Name, for example, IsServiceResourceAssigned. 3. Set up the decision so that the flow ends if no resource is assigned and continues if a resource is assigned. To determine whether an assigned resource exists, for Resource, find and select the variable that you created for the assigned resource record. In our example, that’s the AssignedResourceRecord variable. For Operator, select **Is Null**, and for Value, find and select **False**. 3. Add a Get Records element for the geolocation-based actions. 1. Enter a label, for example, Get Geolocation-Based Actions. 2. Enter an API Name, for example, GetGeolocationBasedActions. 3. For Object, find and select **Geolocation Based Action**. 4. For Condition Requirements, select **All Conditions Are Met (AND)**. 5. For Field, find and select **ReferenceRecordId**. 6. For Operator, select **Equals**. 7. For Value, find and select the service appointment record, and then find and select **Service Appointment Id**. The value looks like this when you click it: {!$Record.Id}. 8. For How Many Records to Store, select **All records**. 9. For How to Store Record Data, select **Choose fields and assign variables (advanced)**. 10. For Record Collection, find and select the variable that you created for the collection of geolocation-based actions. In our example, that’s the GeolocationActions variable. 11. For Select Geolocation Based Action Fields to Store in Variable, add the ActionType, Name, and TriggerType fields. 12. Select **When no records are returned, set specified variables to null**. 4. Add a Decision element that checks whether there are any geolocation-based actions that are associated with this service resource. 1. Enter a label, for example, Has Geolocation-Based Actions?. 2. Enter an API Name, for example, HasGeolocationBasedActions. 3. Set up the decision so that the flow ends if actions exist and continues if none exist. To determine whether an action exists, for Resource, find and select the variable that you created for the collection of geolocation-based actions. In our example, that’s the GeolocationActions variable. For Operator, select **Is Null**, and for Value, find and select **True**. 5. Add a Create Records element for the actions that are triggered when the mobile worker enters a geofence. 1. Enter a label, for example, Create Enter Action. 2. Enter an API Name, for example, CreateEnterAction. 3. For How to set record field values, select **Manually**. 4. For Object, find and select **Geolocation Based Action**. 5. For ActionData: If this flow is triggered by a platform alert, don’t fill in the ActionData. If this flow opens a record, enter the ID of the record in JSON format. For example, {"viewRecord": "1WLxx000000003FGAQ"}. If this flow launches a quick action, enter the API name of the quick action in JSON format as it’s shown in the page layout. For example, {"quickAction": "Global.LogACall"}. Quick actions must be of type Flow, Lightning Web Component, or Create and Update Record. To find the API name of a quick action in Object Manager, open the Service Appointment object and click **Page Layouts**. Open the mobile worker’s page layout and hover over the required quick action. The API name is shown as the Name of the action in the tooltip. In this example, the API name is ServiceAppointment.SendEmail. ![API name in the page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_quick_action_api_name.png) 6. For the value of ActionType, find and select **Platform Alert**, **Quick Action**, or **View Record**. 7. Enter a name. 8. For the value of Radius, enter the number of meters from a service appointment that triggers the action. The minimum radius is 100 meters. 9. For the value of TriggerType, find and select **Enter**. 10. Add the ReferenceRecordId field. For Value, find and select the service appointment record, and then find and select **Service Appointment Id**. The value looks like this when you click it: {!$Record.Id}. 11. Select **Manually assign variables**. 12. For Variable, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then find and select the ID of the geolocation-based action. The value looks like this example when you click it: {!EnterGeolocationAction.Id}. 6. Add a Create Records element for sharing the actions that are triggered when the mobile worker enters a geofence. 1. Enter a label, for example, Create Enter Action Share. 2. Enter an API Name, for example, CreateEnterActionShare. 3. For How to set record field values, select **Manually**. 4. For Object, find and select **Geolocation Based Action Share**. 5. For AccessLevel, find and select **Read/Write**. 6. Add the ParentId field. For Value, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then find and select the ID of the geolocation-based action. The value looks like this example when you click it: {!EnterGeolocationAction.Id}. 7. Add the RowCause field. For Value, find and select **Manual Sharing**. 8. Add the UserOrGroupId field. For Value, find and select the variable that you created for the assigned resource record. In our example, that’s the AssignedResourceRecord variable. Then add ServiceResource, RelatedRecord, and User Id. The value looks like this example when you click it: {!AssignedResourceRecord.ServiceResource.RelatedRecord.Id}. 7. Add a Create Records element for the actions that are triggered when the mobile worker exits a geofence. 1. Enter a label, for example, Create Exit Action. 2. Enter an API Name, for example, CreateExitAction. 3. For How to set record field values, select **Manually**. 4. For Object, find and select **Geolocation Based Action**. 5. For ActionData: If this flow is triggered by a platform alert, don’t fill in the ActionData. If this flow opens a record, enter the ID of the record in JSON format. For example, {"viewRecord": "1WLxx000000003FGAQ"}. If this flow launches a quick action, enter the API name of the quick action in JSON format as it’s shown in the page layout. For example, {"quickAction": "Global.LogACall"}. Quick actions must be of type Flow, Lightning Web Component, or Create and Update Record. 6. For the value of ActionType, find and select **Platform Alert**, **Quick Action**, or **View Record**. 7. Enter a name. 8. For the value of Radius, enter the number of meters from a service appointment that triggers the action. The minimum radius is 100 meters. 9. For the value of TriggerType, find and select **Exit**. 10. Add the ReferenceRecordId field. For Value, find and select the service appointment record, and then find and select **Service Appointment Id**. The value looks like this when you click it: {!$Record.Id}. 11. Select **Manually assign variables**. 12. For Variable, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile worker exits the geofence. In our example, that’s the ExitGeolocationAction variable. Then find and select the ID of the geolocation-based action. The value looks like this example when you click it: {!ExitGeolocationAction.Id}. 8. Add a Create Records element for sharing the actions that are triggered when the mobile worker exits a geofence. 1. Enter a label, for example, Create Exit Action Share. 2. Enter an API Name, for example, CreateExitActionShare. 3. For How to set record field values, select **Manually**. 4. For Object, find and select **Geolocation Based Action Share**. 5. Add the RowCause and UserOrGroupId fields. For the values of AccessLevel, RowCause, and UserOrGroupId, enter the same values that you entered in the Create Exit Action element. 6. Add the ParentId field. For Value, find and select the variable that you created for the geolocation-based action that’s triggered when the mobile worker enters the geofence. In our example, that’s the EnterGeolocationAction variable. Then find and select the ID of the geolocation-based action. The value looks like this example when you click it: {!ExitGeolocationAction.Id}. 9. Save and activate the flow. 10. Run the flow to verify that it works. The flow created in this example runs every time a new service appointment is created or updated. When the service resource arrives or leaves the area of a service appointment, the flow creates two associated records for the Geolocation Based Actions object: Create Enter Action and Create Exit Action. The flow prompts the assigned service resource with the defined action. These records are associated with the Service Appointment object and are shared with the service resource. # Automate Hardware Return Reminders with Service-Level Agreements Manage IT asset retrievals by setting up automated return schedules driven by service-level agreement (SLA) milestones. Send targeted notifications across channels to keep users informed until the hardware returns. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Service-Level Agreement Milestone Operations SLAs evaluate milestones during each return lifecycle stage. They assess input states and run target operations until meeting exit criteria: | SLA Stage | Entry Criteria | Exit Criteria | Automated Action | | --- | --- | --- | --- | | SLA 1: Return Initiation | Return Request Type = "Return Request" AND Status = "Draft" | Status updated to "New" | Sends an immediate warning notification containing embedded Unified Catalog links. | | SLA 2: Return Completion | Status = "New" AND Return Pending | Status updated to "Completed" or "Return Received" | Dispatches recurring shipment or drop-off reminders to the user. | ## Workflow Rules and Escalations - **Multichannel Reminders:** Deliver notifications through preferred communication channels, such as email and Slack, to fit seamlessly into user workflows. - **Dynamic Customization:** Populate notification templates automatically by using merge fields for usernames, asset specifications, return instructions, and due dates. - **Automatic Escalations:** Escalate return records automatically to the manager when users don’t return hardware within defined thresholds. - **Automatic Termination:** Stop return reminders immediately when the associated Return Order (RO) or Service Request (SR) status changes to Completed or Canceled. # Automate IT Work Assignment with Assignment Rules and Omnichannel Routing Know how a new incident for an IT issue is routed to the right support agent by using a combination of assignment rules and omnichannel routing. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Scenario Jane, an employee at Cumulus Bank, submits a new incident report about a VPN connection issue through the Agentforce Employee portal. This incident needs to be routed to a support rep on the Network Support team who is available and has the necessary skills to resolve the issue. ## Workflow - Record Creation: Jane creates a new incident record in the Agentforce Employee portal. - Assignment Rule Triggered: As soon as the record is created, the assignment rule is triggered. - Rule Evaluation: The assignment rule checks the incident's attributes. It finds a match based on the category being Network and the subcategory being VPN. - Assignment to Queue: The assignment rule automatically routes the incident to the Network Support queue. - Omnichannel Routing: Omnichannel takes over the routing process and assigns the incident to the most qualified and available support rep who is best-fit for the work item. To make an intelligent assignment, Salesforce automatically evaluates the waiting work items in the queue against several factors: - Availability: Salesforce checks which support reps are online and available to accept new work. - Capacity: Salesforce considers the support rep's current workload to ensure they aren't overloaded. - Skills-Based Routing: The incident's attributes are matched with the skills of the support reps to ensure the work is assigned to the rep with the right expertise. - Best-Fit Selection: Among the qualified agents, Omnichannel uses the defined routing model (such as Most Available or Least Active) to pick the final assignee. In this case, even though both Jake and John are qualified, the Least Active routing model assigns the incident to John because he has a lower current workload. - Work Assigned: John gets the request in his Omnichannel utility bar. He accepts it and begins working on the issue. - Assign with Einstein: If he thinks he has been wrongly assigned the issue, he can also use Assign with Einstein to assign the record to someone else. Einstein uses incident details and other insights from other incidents to route issues to the most suitable fulfiller. ![Incoming work item in Omni-Channl inbox](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_assgnment_omnichannel_example.png) # Automate Repetitive Tasks with Macros Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency. ### Required Editions
View supported editions.
You can create macros to perform multiple actions. For example, a macro can enter the subject line of an email and update the case status. A single macro can perform multiple actions on different parts of the case feed at the same time. - **[Prerequisites for Macros](https://help.salesforce.com/s/articleView?id=service.macros_getting_started.htm&release=264.0.0&type=5)** Before you create and run macros, ensure that your org meets the prerequisites for using macros and then add the macros widget or utility to your app. - **[Irreversible Macros](https://help.salesforce.com/s/articleView?id=service.macros_irreversible_macros.htm&release=264.0.0&type=5)** Some macros perform actions that can’t be undone, such as sending outbound emails to customers or updating a case status. A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions. - **[Bulk Macros](https://help.salesforce.com/s/articleView?id=service.macros_def_bulk_macros.htm&release=264.0.0&type=5)** A bulk macro is a macro that runs on multiple records at the same time. Bulk macros let support reps quickly address spikes in customer cases involving the same issue. Macros must meet certain criteria to run as bulk macros. - **[Create a Macro](https://help.salesforce.com/s/articleView?id=service.macros_create_parent.htm&release=264.0.0&type=5)** Macros give you the power to automate common repetitive tasks and resolve issues with a single click. You create a macro by specifying the instructions for actions that the macro performs. A macro is like a little computer program. You tell the macro each step that it performs. - **[Run a Macro](https://help.salesforce.com/s/articleView?id=service.macros_run.htm&release=264.0.0&type=5)** Run a macro to automate a series of repetitive keystrokes that you usually perform manually when working with records. You can quickly complete common tasks, such as updating the case status or sending an email with a survey link, by running a macro. - **[Manage Macros](https://help.salesforce.com/s/articleView?id=service.macros_manage.htm&release=264.0.0&type=5)** You can clone a macro to create a macro with slightly different instructions. You can also share macros with other users. However, sharing works differently in Salesforce Classic and Lightning Experience. - **[Things to Know About Macros](https://help.salesforce.com/s/articleView?id=service.macros_considerations_parent.htm&release=264.0.0&type=5)** Review the considerations and limits that could impact you and your users when working with macros. - **[Keyboard Shortcuts for Macros](https://help.salesforce.com/s/articleView?id=service.macros_shortcuts.htm&release=264.0.0&type=5)** Use keyboard shortcuts to work even more efficiently with macros. # Automate Return Reminders with Service-Level Agreement Tracking The asset reclamation and return workflow helps IT departments track hardware items returned by users during offboarding or device refresh cycles. Salesforce admins can configure service-level agreement (SLA) policies and multichannel notification templates to automate employee return reminders across email. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Automate Hardware Return Reminders with Service-Level Agreements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_return_sla.htm&release=264.0.0&type=5)** Manage IT asset retrievals by setting up automated return schedules driven by service-level agreement (SLA) milestones. Send targeted notifications across channels to keep users informed until the hardware returns. - **[Set Up Service-Level Agreement Policies for IT Service Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sla_policies.htm&release=264.0.0&type=5)** Set up service-level agreement (SLA) policies to define service level expectations. SLA policies track resolution targets and ensure consistent support response times for users in IT Service Management. - **[Configure OOTB Notification Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_notif_tmpl.htm&release=264.0.0&type=5)** Configure organizational return parameters, define multichannel communication templates, and map service-level agreement (SLA) tracking criteria. Setting up automation rules makes sure that the system accurately calculates tracking milestones and delivers notifications when hardware returns delay. - **[Create and Activate Return Order SLA Policies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ro_sla.htm&release=264.0.0&type=5)** Set resolution targets, streamline hardware intake, and manage asset reclamation deadlines with Return Order service-level agreement (SLA) policies. # Automate the Approval Process for Knowledge Article Relationships If needed, you can automate the process for reviewing and approving knowledge article relationships. Knowledge Managers can review, approve, or reject the hierarchy of knowledge articles before they’re published. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To view Enhanced Knowledge Settings in Setup: Knowledge User license
To set up Knowledge Maps

Customize Application

AND

Read, Create, and Edit access for Knowledge Article Relationships.
## Step 1: Create an approval process. 1. From Setup, in the Quick Find box, enter Approval Processes, and then select **Approval Processes**. 2. In the Manage Approval Processes For field, select **Knowledge Article Relationship**. 3. Click **Create New Approval Process**, and then select **Use Standard Setup Wizard**. 4. Enter a name for the approval process and press tab to autofill the Unique Name field. 5. Enter a description and click **Next**. 6. In the Specify Entry Criteria section, specify the criteria a knowledge article relationship record must meet to be submitted for review and approval. - Select **Knowledge Article Relationship: Status** from Field. - Select **equals** from the Operator field. - Enter **Pending** as the Value. ![The Approval Process setup page showing the entry criteria for review and approval of knowledge article relationship.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_relationship_approval_criteria.png) 7. Click **Next**. 8. Optionally, you can add automated approvals by selecting a value from Next Automated Approver Determined By. 9. Select the Record Editability Properties. For example, select Administrators ONLY can edit records during the approval process to lock the record from edits outside admins. 10. Click **Next**. 11. In the Approval Assignment Email Template field, search and select an email template. This notifies an approver that an approval request is assigned to them. 12. Click **Next** and configure the approval page layout by adding or removing Available Fields to Selected Fields. Fields added to the Selected Fields list display to the approver. ![The Approval Process setup page showing the fields selected to show on the approval page layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_relationship_approval_select_fields.png) 13. To display the approval history, select **Display approval history information in addition to the fields selected above**, and click **Next**. 14. Select **Add the Submit for Approval button and Approval History related list to all Knowledge Article Relationship page layouts** and **Allow submitters to recall approval requests**. 15. Save your changes. 16. Next, to add approval steps, select **Yes, I’d like to create an approval step** and click **Go!** to continue. ## Step 2: Add approval steps. Approval steps are milestones within your process that determine where the record moves next. 1. Enter a name for the approval step and press tab to autofill the Unique Name field. 2. Enter a description. 3. Enter a step number if you have more than one step in your process, and click **Next**. 4. Specify the criteria for the record to enter this approval step. For example, “All records should enter this step” submits every record for approval. If there are exceptions, select **Enter this step if the following** and specify the criteria. 5. Click **Next**. 6. Select **Automatically assign to approver(s)** and then search for and select a specific user to be the approver. 7. Save your changes. 8. Select **No, I'll do this later. Take me to the approval process detail page to review what I've just created** and click **Go!**. ## Step 3: Add approval actions The last step in creating an approval process is to add an approval action. Create an action for both approval and rejection. 1. On the Approval Processes page, in the Final Approval Actions section, click **Add New**, and select **Field Update**. ![The Final Approval Actions section highlighting the add new field update option.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_relationship_approval_action.png) 2. On the New Field Update page, enter a name for the approval action and press tab to autofill the Unique Name field. 3. Enter a description. 4. In the Field to Update field, select **Status**. 5. In the Specify New Field Value section, select **A specific value** and then select **Approved**. 6. Save your changes. 7. Next, in the Final Rejection Actions section, click **Add New**, and select **Field Update**. 8. On the New Field Update page, enter a name for the rejection action and press tab to autofill the Unique Name field. 9. Enter a description. 10. In the Field to Update field, select **Status**. 11. In the Specify New Field Value section, select **A specific value** and then select **Rejected**. 12. Save your changes. ## Step 4: Activate the approval process When you're ready to activate the approval process, on the Approval Processes page, click **Activate**. Only one active version of each approval process can exist at a time. To change an approval process, first deactivate it, and then make your changes. ![The Approval Processes page highlighting the Activate button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_relationship_activate_approval.png) ## Step 4: Add the Approval Action to Page Layout Add a quick action to the Knowledge Article Relationship layout to submit the Knowledge Article Relationship records for approval. 1. From Setup, go to the Object Manager tab, and click **Knowledge Article Relationship**. 2. On the Knowledge Article Relationship page, go to Page Layouts, and click **Knowledge Map Layout**. 3. Click **Mobile & Lightning Actions**, and add **Submit for Approval** if it’s not already available. ![The Knowledge Map Layout showing the Submit for Approval action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_relationship_approval_page_layout.png) 4. Click **Related Lists**, and add **Approval History** if it’s not already available. 5. Save your changes. # Automate with Customer Service Incident Management Seamlessly resolve issues with automation tools for Customer Service Incident Management. ### Required Editions
View supported editions.
- **[Flows for Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_flows.htm&release=264.0.0&type=5)** Use flows to automate your Customer Service Incident Management process. # Automate Your Contact Center with Artificial Intelligence Optimize your contact center operations using the power of Artificial Intelligence (AI). Effortlessly gauge the sentiment of call conversations. Trigger actions based on signals and keywords detected during a conversation. Turn on AI-generated call summaries for efficient analysis. ### Required Editions
View supported editions.
- **[Auto-Generated Sentiments of Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&release=264.0.0&type=5)** Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training. - **[Triggered Actions Based on Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_for_voice.htm&release=264.0.0&type=5)** To help your reps during calls, automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by reps or customers. For example, send the supervisor a notification when a customer uses profane language. - **[AI-Generated Work Summaries of Calls](https://help.salesforce.com/s/articleView?id=service.voice_work_summaries_ai.htm&release=264.0.0&type=5)** To save time and be more attentive during conversations with customers, reps no longer have to take notes and summarize the call conversation. The rep can use Einstein Work Summary to generate a high-quality summary of a voice calls. # Automated Invitation Settings Automated invitation settings control the invitations that prompt your customers to chat with agents on your website. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Apply settings when you create or edit an automated chat invitation. ## Basic Information Configure the basic functionality that’s available on a particular Chat invitation.
Setting What It Does
Type

Determines whether to create a chat button or automated invitation.

Important
Important When creating an automated chat invitation, you must set this option to Automated Invitation.
Active Determines whether the automated invitation is active, or can automatically be sent to customers.
Name

Names the invitation.

This invitation name, or a version of it, automatically becomes the Developer Name.
Developer Name Sets the API name for the invitation.
Language Sets the default language for text in the chat window.
Enable Customer Time-Out Indicates whether chats are ended if the customer doesn’t respond within a specified period.
Customer Time-Out (seconds) Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message.
Customer Time-Out Warning (seconds)

Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown.

The warning disappears (and the timer stops) each time the customer sends a message.

The warning disappears (and the timer resets to 0) each time the agent sends message.

The warning value must be shorter than the time-out value (we recommend at least 30 seconds).
Custom Agent Name Sets the agent’s name in the chat window.
Auto Greeting

Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request.

Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting.

Note
Note If you specify an automatic greeting message in your Chat configuration and chat invitation, the message in the invitation overrides the message in the configuration.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Automated invitations are configured to appear after a user visits the site. If the user refreshes the page or closes the browser, the invitation appears again if they reopen the page. ## Routing Information Specify how this invitation routes chats to the best-fit agent. | Setting | What It Does | | --- | --- | | Routing Type | Sets how chats are routed to an agent. | | Skills | Associates skills with the invitation. If you select Omni-Channel Skills as the routing type, incoming chat requests are routed to agents with the skills that you specify. | | Enable Queue | Indicates that queueing is enabled. Queueing allows incoming chat requests to wait in a queue until an agent with the appropriate skills is available to accept the chat. | | Queue Size Per Agent | Determines the queue’s capacity to hold chat requests per available agent. For Live Agent routing or when chats have a size of 1, this setting controls the number of chats allowed to queue for each agent. | | Overall Queue Size | Determines the queue’s capacity to hold chat requests. For Live Agent routing or when chats have a size of 1, this number is the maximum number of chats allowed to queue. | ## Invitation Animation Customize your invitation’s animations to determine how the animation appears to customers. | Setting | What It Does | | --- | --- | | Display Time | Determines how long the invitation is displayed to customers before it disappears. | | Allow invitation to be triggered again after accepting | Indicates whether the invitation can be sent to the customer again after the customer has accepted a previous invitation. | | Allow invitation to be triggered again after rejecting | Indicates whether the invitation can be sent to the customer again after the customer has rejected a previous invitation. | | Animation | Determines the type of animation for your invitation. Depending on which animation you choose, you’re prompted to select the positions where the invitation appears on-screen to customers. | ## Invitation Customization You can optionally customize your invitation with custom images by associating your deployment with a Salesforce site and its static resources. | Setting | What It Does | | --- | --- | | Site for Resources | Determines the Salesforce site that’s associated with the invitation. By associating your invitation with a Salesforce site, you can customize the invitation with branding images. Store your branding images as static resources with your Salesforce site. | | Online Image | Sets the custom invitation graphic that appears when the chat invitation is available for customers to request new chats. | | Offline Image | Sets the custom invitation graphic that appears when the chat invitation is unavailable. | | Custom Chat Page | Replaces the standard chat window with a custom chat window page that you’ve developed. Use this option only to use a chat window other than the default chat window. | | Pre-Chat Form Page | Directs chats to the Lightning Platform page that hosts your customized pre-chat form that customers see before they begin a chat with an agent. | | Pre-Chat Form URL | The absolute URL of your pre-chat form page. | | Post-Chat Page | Directs chats to your customized post-chat page that customers see after they complete a chat. | | Post-Chat Page URL | The absolute URL of the web page that hosts your post-chat page. | ## Sending Rule Create sending rules for your invitation to determine when to trigger and send the invitation to customers. You can include multiple criteria in your sending rule. Also, if your sending rule requires more complicated logic, you can apply Boolean operators to your sending rule. | Setting | What It Does | | --- | --- | | Criteria | Sets the criteria that the sending rule evaluates. For example, you can create a rule that sends the invitation based on how many seconds a customer has been viewing a web page for. | | Operator | Sets the operator to evaluate your criteria. For example, you can create a rule that sends the invitation when a customer has been on a page for more than a specified number of seconds. | | Value | Sets the value to evaluate the formula against. For example, you can create a rule that sends the invitation when a customer has been on a page for more than 30 seconds. | #### See Also - [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.") - [Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5 "Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.") - [Chat Queuing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_queuing_options.htm&release=264.0.0&type=5 "Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.") - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") - [Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5 "Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.") # Automated Session Expiry and Inactivity Handling for Enhanced Chat Inactivity in Enhanced Chat is handled differently depending on certain timeout settings and whether a service representative, bot, or Agentforce Service agent is involved in the conversation. ### Required Editions
View supported editions.
Checkmark This article applies to: Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard WhatsApp, standard Facebook Messenger, and standard SMS channels
There are four settings that influence session expiration: - **Enhanced Chat Channel Inactivity Timeout**: This setting does not end the session but changes its status to inactive. - **Enhanced Chat Channel Authorization Token Expiration**: The validity period of the token that authorizes the Enhanced Chat channel. - **Bot Timeout**: Specific timeout settings for Enhanced Bots. - **Agent Timeout**: Specific timeout settings for Agentforce Service agents. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note There is currently no support for configurable session inactivity for Agentforce agents. The inactivity setting on the Messaging Channel applies only to service reps. For conversations involving customer service representatives, customer inactivity is [configured](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&language=en_US) on the messaging channel and determines when the session expires. For conversations involving an Enhanced Bot, the following timeouts determine when the session expiries: - **Channel Authorization Token Timeout**: Defaulted to 6 hours for authenticated users and 1 hour for unauthenticated users. - **Bot Timeout**: Defaulted to 2 hours, but can be configured in Bot Builder (beta) if your org has the `ConfigureInactivityTimeout` permission enabled. Here's how they work: - If the channel authorization token timeout is triggered first, nothing happens immediately. However, if the client then tries to communicate with the server, the session and conversations ends. A new conversation will need to be started. - If the bot timeout is triggered first, both the messaging session and bot session end, and the bot is removed. For conversations involving an Agentforce Service agent, the following timeouts determine when the session expires: - **Channel Authorization Token Timeout**: Defaulted to 6 hours for authenticated users and 1 hour for unauthenticated users. - **Agent Session Expiry**: 72 hours for Agentforce Service agents. This limit overrides Enhanced Chat channel timeout limits. Here's how they work: - If the channel authorization token timeout is triggered first, nothing happens right away. However, if the client then tries to connect to the server, a new conversation will be needed. The session will still be active, and the agent will remain in the conversation. - If the agent session expiry is triggered first, both the messaging session and bot session (if there was one) end, and the agent is removed. # Automatic Status Change Receive in-app updates that notify you of automatic status changes. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To change statuses: Field Service Mobile License
1. When you’re within the time frame and the area of your appointment, update the appointment’s status according to the mode your company uses for status updates. - Manual—A prompt appears to suggest a status update. To accept the suggestion, click **Update Status**. To update the status later, click **Cancel**. ![Manual mode single status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_2_manual.png) - Timed—A prompt appears to suggest a status update, and the progress bar indicates the time that remains before the status is updated. To accept the suggestion, click **Update Status**. To update the status later, click **Cancel**. ![Timed mode single status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_2_timed.png) - Automatic—A prompt appears to notify you that the status was updated. ![Automatic mode single status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_2_automatic.png) 2. When you leave the area of the service appointment, update the appointment’s status according to the mode your company uses for status updates. - Manual—A prompt appears to suggest status updates for your previous and next appointments. To accept the suggestions, click **Update Statuses**. To update the statuses later, click **Cancel**. ![Manual mode double status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_3_manual.png) - Timed—A prompt appears to suggest status updates for your previous and next appointments. The progress bar indicates the time that remains before the statuses are updated. To accept the suggestions, click **Update Statuses**. To update the statuses later, click **Cancel**. ![Timed mode double status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_3_timed.png) - Automatic—A prompt appears to notify you that the statuses of your previous and next appointments were updated. ![Automatic mode double status change](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mobile_asc_3_automatic.png) 3. Your service appointment statuses are updated until you finish work for the day. Consider these points when you’re using Automatic Status Change. - If you’re on your way to your next service appointment outside of the time frame, you’re prompted to update your status manually. - If you’re offline when you update a status, the change is synced when you’re back online. - The prompts appear only if the app is open. When the app is closed, the updates appear as notifications. #### See Also - [Set Up Automatic Status Change](https://help.salesforce.com/s/articleView?id=service.mfs_automatic_status_change_beta_settings.htm&type=5&language=en_US) # Automatic Voice Call Linking with Click-to-Dial When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles. ### Required Editions This article applies to: - Salesforce Voice (Native Telephony)
View supported editions.
## How Click-to-Dial Linking Works When a rep clicks a phone number on a record in Salesforce, Voice places the outbound call and automatically populates the Related Record field on the resulting voice call record. The voice call is linked to the record from which the call was initiated, so reps don't have to manually associate calls with records. ## Supported Objects Automatic voice call linking with click-to-dial is supported for these standard objects. - Account - Case - Contact - Lead - Opportunity - Work Order Click-to-dial linking also works with custom objects. If a rep clicks a phone number on a custom object record, the voice call is linked to that custom object record. Click-to-dial linking is also supported for contact roles on Case and Opportunity records. ## Contact Role Linking When a rep clicks a phone number on a contact role related list, Voice links the voice call's Related Record field to the parent record, not the contact role itself. - If a rep clicks a phone number on a Case contact role, the voice call is linked to the parent Case record. - If a rep clicks a phone number on an Opportunity contact role, the voice call is linked to the parent Opportunity record. For example, if a rep is working on an Opportunity and clicks a phone number on a contact role associated with that Opportunity, the voice call record's Related Record field is set to the Opportunity, giving the rep a complete call history on the Opportunity record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - The automatic linking applies only to outbound calls initiated through click-to-dial. For inbound calls, use channel-object linking to associate calls with records. - When a rep uses click-to-dial to transfer a call or add a caller, Voice initiates the transfer or conference. However, the automatic record linking behavior applies only to the original outbound call. # Automatic Voice Call Linking with Click-to-Dial When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
## How Click-to-Dial Linking Works When a rep clicks a phone number on a record in Salesforce, Voice places the outbound call and automatically populates the Related Record field on the resulting voice call record. The voice call is linked to the record from which the call was initiated, so reps don't have to manually associate calls with records. ## Supported Objects Automatic voice call linking with click-to-dial is supported for these standard objects. - Account - Case - Contact - Lead - Opportunity - Work Order Click-to-dial linking also works with custom objects. If a rep clicks a phone number on a custom object record, the voice call is linked to that custom object record. Click-to-dial linking is also supported for contact roles on Case and Opportunity records. ## Contact Role Linking When a rep clicks a phone number on a contact role related list, Voice links the voice call's Related Record field to the parent record, not the contact role itself. - If a rep clicks a phone number on a Case contact role, the voice call is linked to the parent Case record. - If a rep clicks a phone number on an Opportunity contact role, the voice call is linked to the parent Opportunity record. For example, if a rep is working on an Opportunity and clicks a phone number on a contact role associated with that Opportunity, the voice call record's Related Record field is set to the Opportunity, giving the rep a complete call history on the Opportunity record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - The automatic linking applies only to outbound calls initiated through click-to-dial. For inbound calls, use channel-object linking to associate calls with records. - When a rep uses click-to-dial to transfer a call or add a caller, Voice initiates the transfer or conference. However, the automatic record linking behavior applies only to the original outbound call. # Automatically Add Entitlements to Cases from Web, Email, and Experiences Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code. ### Required Editions
View supported editions.
User Permissions Needed
To define Apex triggers: Author Apex
When a case is created via Web-to-Case, Email-to-Case, or an experience, it isn’t automatically associated with an entitlement. When a case’s Entitlement field is empty, this sample trigger checks whether the case contact has an active entitlement. If the contact has an active entitlement, the entitlement is added to the case. If the contact doesn’t have an active entitlement, the trigger then checks whether the case account has an active entitlement. If the case account has an active entitlement, the entitlement is added to the case. The trigger helps ensure that cases are resolved according to your customer support agreements. 1. For Classic, from Setup, enter Case Triggers in the Quick Find box, then select **Case Triggers**. 2. Click **New**. 3. Copy the code below and paste it in the text field. 4. Click **Save**. 5. For Lightning, from the developer console, select **File** > **New** > **Apex Trigger**. 6. Enter a name for the trigger and then select the Object as Case. 7. Click **Submit**. 8. Copy the code below and paste it in the text field. 9. Click **Save**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example ```java trigger DefaultEntitlement on Case (Before Insert, Before Update) { Set contactIds = new Set(); Set acctIds = new Set(); for (Case c : Trigger.new) { contactIds.add(c.ContactId); acctIds.add(c.AccountId); } List entlContacts = [Select e.EntitlementId,e.ContactId,e.Entitlement.AssetId From EntitlementContact e Where e.ContactId in :contactIds And e.Entitlement.EndDate >= Today And e.Entitlement.StartDate <= Today]; if(entlContacts.isEmpty()==false){ for(Case c : Trigger.new){ if(c.EntitlementId == null && c.ContactId != null){ for(EntitlementContact ec:entlContacts){ if(ec.ContactId==c.ContactId){ c.EntitlementId = ec.EntitlementId; if(c.AssetId==null && ec.Entitlement.AssetId!=null) c.AssetId=ec.Entitlement.AssetId; break; } } } } } else{ List entls = [Select e.StartDate, e.Id, e.EndDate, e.AccountId, e.AssetId From Entitlement e Where e.AccountId in :acctIds And e.EndDate >= Today And e.StartDate <= Today]; if(entls.isEmpty()==false){ for(Case c : Trigger.new){ if(c.EntitlementId == null && c.AccountId != null){ for(Entitlement e:entls){ if(e.AccountId==c.AccountId){ c.EntitlementId = e.Id; if(c.AssetId==null && e.AssetId!=null) c.AssetId=e.AssetId; break; } } } } } } } ``` #### See Also - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") # Automatically Apply Entitlements to Cases and More Automatically apply the correct entitlements and consecutively the correct SLA policy to cases, work orders, and incidents based on predefined rules. This reduces manual effort and ensures compliance, improving service rep productivity, and minimizing SLA violations. This feature is available only with the new simplified setup experience. ### Required Editions
View supported editions.
User Permissions Needed
To set up entitlement-related lookups on cases:

Manage Entitlements
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Entitlements are applied automatically only when a record is created. If you update an existing record so that it later matches an application rule, the entitlement isn't applied automatically. 1. From Setup, enter SLA policies in the Quick Find box, then select **SLA Policies** under SLA Management. 2. On the Auto Apply Entitlements tab, click **New**. 3. Enter order and select an entitlement. Only entitlements with an SLA policy attached to them will show up. Entitlements with a higher order are applied to the record if conditions for more than one entitlement evaluate to true (1 being the highest order). 4. Create the rule a record must match for the entitlement to apply to it: 1. Select **All Conditions Are Met (AND)** if you want the entitlement to apply when all of the defined conditions are met. 2. Select **Any Condition Is Met (OR)** if you want the entitlement to apply when any of the defined conditions is met. 3. Select **Custom Condition Logic Is Met** if you want the entitlement to apply when the defined custom logic condition(s) is met. 5. Add conditions and click **Save**. # Automatically Dispatch Field Service Appointments Dispatch scheduled service appointments to your mobile workers. While you can dispatch appointments from the console, you can also set up jobs that automatically dispatch or drip feed the next appointments. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._
User Permissions Needed
To set up a scheduled job or drip feed for dispatching:

One of these custom permission sets:

  • FSL Admin Permissions
  • FSL Dispatcher Permissions
## Auto-Dispatch Service Resources Set up scheduled jobs that dispatch your resources automatically. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatch**. 3. Optionally, click **Drip Feed** and set up drip feed dispatching. Drip feed waits and dispatches another appointment after the current appointment is complete. 4. Click **Scheduled Jobs**. 1. Select the option to mention assigned resources when they’re dispatched for an appointment. This option isn't supported when dispatching a service appointment using an automated process user. 2. Select the Chatter feed where the mention should appear. 3. Edit the provided Auto Dispatch job, or create one. 4. Select territories that the job should use in dispatching service resources to appointments. The job dispatches resources based on service territory memberships, not territories of service appointments. A job considers primary and relocation service territory memberships. 5. Create a schedule when the job runs. 6. Set filter criteria that selects which service appointments to consider. 7. Set a job horizon; that is, the number of days in advance to dispatch. 8. Enter a username that’s notified when the job runs. Field Service replaces this username with the corresponding user’s email. 9. Click Save. 5. Optionally, select the job and click **Run now**. When the job runs, it changes the status of the dispatched appointments from Scheduled to Dispatched. If you customize statuses for the service appointment workflow, the job changes status from the Service Appointment is tentatively scheduled setting to the status for the Service appointment is sent to its resource setting. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When one of these settings is enabled, an async sharing job can run after every status change on a service appointment: Field Service Settings | Sharing | Scheduled Jobs | Enable User Territories sharing, or Field Service Settings | Dispatch | Scheduled Jobs | Mention assigned user when the Service Appointment is dispatched. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Create a job that runs daily at 6AM and dispatches resources in Los Angeles for appointments that are In Jeopardy. The job dispatches resources with a primary or relocation service territory membership of Los Angeles for the selected In Jeopardy appointments. ## Drip Feed Service Appointments Dispatch appointments to your mobile workers at a steady pace. When your schedule changes frequently, drip feed helps to prevent confusion because it waits to dispatch another appointment until the current one is complete. For drip feed dispatching, the service appointment can be in any status except for Completed, Cannot Complete, or Canceled. And, the status must allow the transition to the status set in Field Service Settings for the Service Appointment is sent to its resource setting. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatch**. 3. Click **Drip Feed** and turn on drip feed dispatching. 4. Set the default number of appointments to drip feed. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip When you want a service territory to use a different drip feed rate, set the value in a field on that territory. A drip feed setting on a service territory overrides the default value. For example, if the value is set to two, drip feed tries to maintain two appointments in each worker’s queue. When the first appointment completes, drip feed dispatches another. Drip feed is triggered to dispatch another appointment only if a Dispatched or In-Progress appointment in the queue is Canceled, Completed, or Cannot Complete. 5. Click **Scheduled Jobs**, and create a job that dispatches appointments using your drip feed settings. All scheduled jobs respect drip feed settings and don’t dispatch more appointments if doing so exceeds the drip feed value. If you disable drip feed, edit scheduled jobs so that dispatching works the way you want. # Automatically Pause Record Milestones Based on Predefined Rules Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria. ### Required Editions
View supported editions.
User Permissions Needed
To create or edit milestones: Manage Entitlements
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Rule-based Pause is available only with the [Simplified SLA Setup](https://help.salesforce.com/s/articleView?id=service.entitlements_simplified_sla_setup_parent.htm&type=5&language=en_US) experience. 1. From Setup, in the Quick Find box, enter and select **SLA Policies**. 2. Select the SLA policy for which you want to create a milestone. 3. On the Milestones tab, click **New Milestone**. 4. In the New Milestone window, go to the Pause tab. 5. Define your milestone pause criteria. 6. Save the milestone. 7. Activate the SLA policy. # Automatically Trigger an Action Based on a Conversation Intelligence Signal Create a rule in Salesforce that triggers an action based on intelligence signals or keywords detected during a conversation. Conversation Intelligence rules work with Salesforce Voice with Telephony Providers and messaging channels, such as Enhanced Web Chat and LINE. Salesforce admins can declaratively set up Conversation Intelligence rules in a user interface. Developers can set up rules in custom components using Toolkit API and custom actions. The declarative method is the easiest way to set up rules. But the Toolkit API method allows you to develop custom rules and signal detection processes. For example, use Toolkit API to detect signals in the call transcript without using your telephony system. ### Required Editions
View supported editions.
- **[Create a Conversation Intelligence Rule to Trigger an Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_create.htm&release=264.0.0&type=5)** To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page. - **[Create a Custom Component to Trigger an Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_custom_component.htm&release=264.0.0&type=5)** To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create Aura custom components in Salesforce. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create a custom component, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page. #### See Also - [Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5 "Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”") # Automatically Trigger an Action Based on Detected Keywords Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.” ### Required Editions
View supported editions.
User Permissions Needed
To create Conversation Intelligence rules: Customize Application, MAD user, Salesforce Voice Contact Center Admin, or Configure LiveMessage
Keyword detection works when the support rep and customer are both on the call or participating in the message. For example, keywords aren’t detected until the support rep answers the inbound call or message. Conversation Intelligence detects keywords using a case-insensitive, exact match method. For example, if the specified keyword is “Cancel your service,” the action triggers if the support rep says or types, “Are you sure you want to **cancel your service**?” The action doesn’t trigger if the support rep says, “If you cancel the service, this change takes effect immediately.”  When a keyword is matched, the recordId and a list of matched keywords are passed to the Next Best Action or autolaunched flow. To simplify the scenario where multiple keywords are used to generate a single Next Best Action recommendation or trigger a business process, pass the Conversation Intelligence rule as input to the Recommendation Strategy or autolaunched flow. To use the rule as input, enable the Pass the Conversation Intelligence Rule Name as Input to a Flow release update.  ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To perform keyword matching with multiple conditions or using pattern matching for a contact center with Amazon Connect telephony, create a rule in Amazon Connect using intelligence signals. See [Taking Action Based on Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_take_action_on_signals.htm&release=264.0.0&type=5 "Automate actions based on intelligence signals detected by your telephony system. For example, if your telephony system detects that the customer is unhappy during a support call, Salesforce Voice can show a Next Best Action recommendation. The recommendation can suggest that the support rep offer a 20% discount based on the detected signal and their customer loyalty information."). 1. From Setup, in the Quick Find box, enter Conversation Intelligence Rules, and then select **Conversation Intelligence Rules**. 2. To create a rule, click **New**. 3. Enter the rule details. 4. Select one of these actions. | Action | Description | | --- | --- | | Update Next Best Action | Recommend the next best action to the service rep. See [Set Up a Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_nba.htm&release=264.0.0&type=5 "If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies."). | | Run Autolaunched Flow | If you choose **Run Autolaunched Flow**, you must select an autolaunched flow. Only active autolaunched flows appear in the selection dropdown. If an autolaunched flow is deactivated or deleted after creating the rule, the flow is removed from the rule. No action is taken until you update the rule with another flow. See [Set Up an Autolaunched Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_autolaunched_flow_setup.htm&release=264.0.0&type=5 "Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow."). | | Alert Supervisor | Send an alert to the supervisor. | | Alert Support Rep and Supervisor | Send an alert to the support rep and the supervisor. | 5. In the Service Channel Instance field, select the service channel. For matching keywords, you can select a Voice, Enhanced Chat, Facebook Messenger (enhanced only), and WhatsApp (enhanced only) service channel instance. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip This rule applies to this service channel instance only. To use the same NBA recommendation across multiple channels (for example, both voice and web chat), create a separate conversation intelligence rule for each channel pointing to the same Recommendation Strategy flow. 6. To trigger the action based on a keyword: 1. In the Trigger Type field, select **Matching keyword**. 2. In the Detect keywords mentioned by field, select **Customer**, **Agent**, or **Either**. 3. Enter the keywords that trigger the NBA. Use words specific to the NBA that you want to display. Avoid overly general terms that could trigger recommendations in unintended contexts. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip You can enter up to 25 keywords, where each keyword has a 255-character limit. Keywords don’t support punctuation. Conversation Intelligence ignores punctuation when matching words.  ![The "Cancel your service" and "close your account" keywords are defined for the rule.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_rule_match_keyword.png) 4. Save the rule. #### See Also - [_Salesforce Help_: Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_take_action_on_signals.htm&release=264.0.0&type=5 "Automate actions based on intelligence signals detected by your telephony system. For example, if your telephony system detects that the customer is unhappy during a support call, Salesforce Voice can show a Next Best Action recommendation. The recommendation can suggest that the support rep offer a 20% discount based on the detected signal and their customer loyalty information.") - [Pass the Rule Name as Input to a Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_pass.htm&release=264.0.0&type=5 "To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow.") # Automating Employee Enablement Program Assignment You can automate the assignment of an employee enablement program to employees. ### Required Editions
View supported editions.
See [Automating Enablement Program Assignment](https://help.salesforce.com/s/articleView?id=sales.automated_program_assignment.htm&type=5&language=en_US). # Autonomous Scheduling in the Legacy Agentforce Builder for Field Service Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking using Dispatcher-Prompted Outreach, and by handling asset maintenance coordination with Proactive Asset Service Scheduling. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip For instructions using Agentforce Studio, see [Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_parent_studio.htm&release=264.0.0&type=5 "Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking of appointments, sending appointment reminders to your customers to reduce no-shows, and asset maintenance coordination."). ![Sections of Autonomous Scheduling documentation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_blocks.png) - **[Autonomous Scheduling Use Cases in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_use_cases.htm&release=264.0.0&type=5)** Learn what Autonomous Scheduling can do for you. - **[Get Started with Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_get_started.htm&release=264.0.0&type=5)** Before you build your agents, learn about Autonomous Scheduling, and review the considerations. - **[Set Up Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_setup_parent.htm&release=264.0.0&type=5)** Create your AI agents and set them up for success. - **[Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5)** You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more. - **[Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_test.htm&release=264.0.0&type=5)** Test your agent before you go live and resolve any issues that you encounter. - **[Monitor Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor.htm&release=264.0.0&type=5)** You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours. - **[Build Your Autonomous Scheduling Experience in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_blueprints.htm&release=264.0.0&type=5)** In addition to the standard solutions that Autonomous Scheduling includes, you can also build your own experience. This section contains examples of how autonomous scheduling can be used to meet your business needs, but the options are endless. - **[Reference Information for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_reference.htm&release=264.0.0&type=5)** Learn about the agent templates and subagents used in Autonomous Scheduling. # Autonomous Scheduling in the New Agentforce Builder for Field Service Autonomous Scheduling revolutionizes appointment management with two features: Customer-Initiated Scheduling and Customer Outreach. Customer-Initiated Scheduling empowers your customers with AI-driven, self-service appointment management capabilities. Customer Outreach frees up service teams by handling rebooking of appointments, sending appointment reminders to your customers to reduce no-shows, and asset maintenance coordination. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
![Sections of Autonomous Scheduling documentation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_blocks.png) - **[Autonomous Scheduling Use Cases in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_use_cases_studio.htm&release=264.0.0&type=5)** Learn what Autonomous Scheduling can do for you. - **[Get Started with Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_get_started_studio.htm&release=264.0.0&type=5)** Before you build your agents, learn about Autonomous Scheduling, and review the considerations. - **[Configure Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5)** You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more. - **[Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_test_studio.htm&release=264.0.0&type=5)** Test your agent before you go live and resolve any issues that you encounter. - **[Monitor Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_studio.htm&release=264.0.0&type=5)** You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours. # Autonomous Scheduling Use Cases in the Legacy Agentforce Builder Learn what Autonomous Scheduling can do for you. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
Use Case Description Learn More
Supply 24/7 coverage
  • Leverage round-the-clock availability via messaging channels, such as SMS, WhatsApp, and Facebook Messenger.
  • Let your customers book, reschedule, cancel, and get information about an appointment, without requiring human intervention.
  • Automate routine scheduling tasks to free up service reps for more complex issues.
  • Reduce costs and processing times for booking requests by lowering the load on service reps.
  • Provide a self-service option to improve the overall customer experience.
Customer-Initiated Scheduling
Enable partner access Let partners, such as contractors, leverage Autonomous Scheduling even if they’re using a separate org. Customer-Initiated Scheduling with Enhanced Chat
Gain prospect customers Allow prospects to book appointments without needing an existing account, transforming Agentforce into a powerful lead generation tool. Customer-Initiated Scheduling with Setup for Prospect Customers
Let Agentforce rebook appointments Get Agentforce to notify customers about appointments that need to be rebooked and help them find the next suitable time. Customer Outreach
Automate maintenance plans Get Agentforce to automatically notify customers that their asset is due for maintenance and help them find a suitable time. Customer Outreachwith Asset Maintenance Scheduling
Resolve resource absences Automatically reassign appointments when a mobile worker reports an absence, and notify customers if their appointment needs to be rebooked. Handle Service Resource Absences
# Autonomous Scheduling Use Cases in the New Agentforce Builder Learn what Autonomous Scheduling can do for you. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
Use Case Description Learn More
Supply 24/7 coverage
  • Leverage round-the-clock availability via messaging channels, such as SMS, WhatsApp, and Facebook Messenger.
  • Let your customers book, reschedule, cancel, and get information about an appointment, without requiring human intervention.
  • Automate routine scheduling tasks to free up service reps for more complex issues.
  • Reduce costs and processing times for booking requests by lowering the load on service reps.
  • Provide a self-service option to improve the overall customer experience.
Customer-Initiated Scheduling
Enable partner access Let partners, such as contractors, leverage Autonomous Scheduling even if they’re using a separate org. Customer-Initiated Scheduling with Enhanced Chat
Gain prospect customers Allow prospects to book appointments without needing an existing account, transforming Agentforce into a powerful lead generation tool. Customer-Initiated Scheduling with Setup for Prospect Customers
Let Agentforce rebook appointments Get Agentforce to notify customers about appointments that need to be rebooked and help them find the next suitable time. Customer Outreach
Send interactive reminders for upcoming appointments Get Agentforce to send interactive reminders to customers about their upcoming appointments, reducing no-shows to save mobile workers time. You can also set up the agent to ask customers for confirmation to promote resource utilization, and handle cancellations to increase customer retention. Customer Outreach with Interactive Appointment Reminders
Automate maintenance plans Get Agentforce to automatically notify customers that their asset is due for maintenance and help them find a suitable time. Customer Outreachwith Asset Maintenance Scheduling
Schedule appointments from the mobile app Enable mobile workers to manage appointments using Agentforce on the Field Service mobile app. For example, they can schedule an appointment for a customer, or make last-minute schedule changes. Set Up a Scheduling Agent for Field Service Mobile Workers
# Backlog Component Fields Fields for the Backlog Lightning App Builder component. ### Required Editions
View supported editions.
| Column | description | | --- | --- | | Priority | Priority of the work item. | | Channels | Salesforce object type for work, such as Lead, Case, and SOS. | | Details | Details of the work item. | | User Sentiment | The current customer sentiment for the work item, like Positive, Neutral, or Negative. | | INTR | A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work. | | Route By | The routing mechanism used to assign the work item like Queue, Skill or Direct to Agent. | | Work Size | The size of the Omni-Channel work item based on the associated routing configuration. | | Wait Time | The date and time since the work item was requested. | | Requested Time | The date and time on which the item was assigned to the queue, skills, service rep, or agent. | # Balance Resources and Demand with Capacity Planning Track key metrics and optimize resource allocation with the Capacity Planning dashboard. The use of generative AI capabilities, in either a production or sandbox environment, consumes Einstein Requests and possibly Data 360 credits. To learn more, see [Generative AI Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.generative_ai_platform_languages.htm&type=5&language=en_US). To use the capacity planning tool, FS Operations Home and Data 360 must be enabled. To learn more, see [Field Service Operations Setup](https://help.salesforce.com/s/articleView?id=service.fs_einstein_considerations.htm&language=en_US). ## Overview Use the Capacity Visualization tool to get a comprehensive snapshot of your service capacity, resource utilization, and potential capacity gaps. Monitor key metrics and identify areas where adjustments may be needed to optimize resource allocation and meet service demand. To access the Capacity Planning tool, go to the App Launcher, find and select Field Service Home, and then click a capacity planning insight. ## Decoding the Dashboard: Key Metrics at a Glance The top tiles display aggregated, high-level Key Performance Indicators (KPIs) that provide an immediate understanding of your overall capacity situation. - **Available Capacity**: indicates the total remaining capacity of your service resources within the selected date range, measured in hours. It represents the capacity that’s not yet assigned to service appointments. Available Capacity = Total Capacity - Total Demand. - **Total Capacity**: represents the total potential capacity measured in hours. This total includes normal and extended hours, operating hours, and shifts for all of your service resources within the selected date range. Resource absences are considered in Total Capacity. Total Capacity = Available Capacity - Duration of Resource Absences. - **Utilization**: indicates how much of your total capacity is currently being utilized by scheduled service appointments, including travel time. It's calculated as (Duration of Resourced Appointments / Total Capacity) \* 100%. - **Resourced Appointments**: shows the total number of service appointments that have at least one service resource assigned to them within the selected date range. - **Resource Absences**: refers to the total number of absences of service resources, including breaks, PTO, holiday etc. ## Fine-Tuning Your Focus: Filter Options Use the filter options to focus on specific areas of interest and gain deeper insights. - **Date Range**: Allows you to select the time period for which you want to view capacity and demand data (e.g., "Last 7 Days," "Next 30 Days," custom range). - **Service Territory**: Enables you to focus on a specific geographical or functional service territory. - **Work Type**: Allows you to analyze capacity and demand based on the type of work being performed (e.g., installation, repair). - **Skill Type**: Lets you view capacity and demand based on the required skills for service appointments. ## Key Considerations When assessing the metrics from the capacity visualization tool, remember these important considerations. - Duration of Resourced Appointments: Travel time is included in the duration of resourced appointments to provide a realistic picture of resource availability. - Capacity-Based Resources: Contractors aren't included in capacity calculations, which is important for accurately assessing your internal team's workload and availability and avoiding over-reliance on external resources when evaluating core capacity. - Time Period: Conduct the analysis over a relevant time period, considering seasonal variations, trends, and historical data. - Service Type: Capacity and demand may vary depending on the specific service type or category. - Data Accuracy: The accuracy of the analysis depends on the quality and reliability of the data used to measure capacity and demand. - External Factors: External factors, such as unexpected events or changes in market conditions, can impact capacity and demand. - **[Fill Capacity Gaps to Meet Service Demands](https://help.salesforce.com/s/articleView?id=service.fs_capacity_planning_fill_gaps.htm&release=264.0.0&type=5)** Relocate existing service resources to areas or regions experiencing a deficit in capacity. - **[Using the Capacity Planning Dashboard](https://help.salesforce.com/s/articleView?id=service.fs_capacity_planning_insights.htm&release=264.0.0&type=5)** Track key metrics and optimize resource allocation with the Capacity Planning dashboard. # Basic Routing Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel. ### Required Editions
View supported editions.
- **[Route Chats to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_chats_to_queue.htm&release=264.0.0&type=5)** To route chats, edit the chat button, and then specify the routing method and queue. - **[Route Calls to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_to_queue.htm&release=264.0.0&type=5)** To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel. - **[Route Messages to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_messages_to_queue.htm&release=264.0.0&type=5)** To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel. # Batch Data Transform for CRM Analytics After configuring the CXI Analytics app, ensure that the required batch data transforms are completed and executed in the correct sequence. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Experience Intelligence is enabled
To ensure accurate data processing, these Batch Data Transforms (BDTs) are installed as part of the CXI app installation - CXI Analytics Data Transform: Available in the setup. - CXI Product Insights BDT: Available when Product Insights is enabled in the setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note BDT 2 (CXI Product Insights BDT) must only run after BDT 1 (CXI Analytics Data Transform) is completed. ## Manual Refresh Instructions When manually triggering the BDTs: - Trigger BDT 1 (CXI Analytics Data Transform) first. - After completing BDT 1, proceed with triggering BDT 2 (CXI Product Insights BDT). ## Scheduling BDTs To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, [schedule a batch data transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_schedule.htm&type=5&language=en_US). When scheduling the BDTs: - Ensure BDT 2 is scheduled to run at least one hour after BDT 1. - Adjust the timing to 30 minutes or up to 2 hours based on the data volume and expected duration for BDT 1 to complete. # Batch Data Transform for Tableau Next Analytics Dashboards Schedule the batch data transforms at the required frequency to ensure the dashboards display the latest information for Contact Reasons, Key phrases, Product, and Entities. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
To ensure accurate data processing, these Batch Data Transforms (BDTs) are installed as part of the CSI app installation: - CSI\_Explode\_BDT - CSI Product Explode BDT To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, [schedule a batch data transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_schedule.htm&type=5&language=en_US). # Before You Begin Before starting migration, make sure your organization meets the prerequisites required to maintain data integrity and prevent system errors. - **Verify License Availability:** Make sure your organization has sufficient Unified Employee Licenses for all CCP users you plan to migrate. - **Ensure Active Customer Community Plus Licenses:** The migration tool requires active Customer Community Plus (CCP) licenses in your org that match or exceed the number of users you plan to migrate. If your org doesn't have enough active CCP licenses, temporarily add the required number before running the migration, and remove them once the migration is complete. - **Set Sharing Models to Private:** Set the default external sharing model for Accounts, Contacts, Case, and Incident to Private. - **Pause Data Syncs:** Pause all active employee data sync operations across systems, such as Workday, Okta, or Azure, to prevent conflicts during the migration. - **Create Target Profiles:** Create a custom target UEL profile to assign to users during the migration. This profile replaces the existing corresponding CCP profile. - **Test in Sandbox:** We recommend testing the migration in a sandbox environment before deploying it to production. - **Prepare Permission Sets:** Create the required permission sets or permission set groups for easy reassignment post-migration. # Best Practices for Asynchronous Components Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
- **[Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5)** Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience. - **[Error Handling for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_errors.htm&release=264.0.0&type=5)** Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request. # Best Practices for Conversation Design Consider the following points when designing your bot. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce).
Your bot: Must have Nice to have Examples
Greets the customer. Checkmark   “Hi, I’m Helpful Bot, your support assistant.”
Introduces itself as a bot. Checkmark  
States what it can do. Checkmark  

Display menu items or buttons:

Order Status

Returns

Store Locations
Takes communication turns with the user. Checkmark  

Bot says: “Hi, I’m Helpful Bot, your support assistant.”

Customer says: “I need to do a return.”

Bot says: “Sure, I can help you with your return.”
Leaves time for the user to read what it says. Checkmark   Use the Bot Response Delay setting on your bot’s Overview page to pace your bot’s responses.
Creates a path for follow-ups. Checkmark   If no agents are available, provide an alternative way for the customer to get help. For example, provide an email link, a phone number, or store locations.
Apologizes when it can’t do something. Checkmark   Bot says, “Sorry about this, but we aren’t set up for deliveries just yet.”
Gives and acknowledges gratitude. Checkmark  

Customer says, “Thanks!”

Bot says, “You’re welcome!”
Closes the conversation. Checkmark   Bot says, “Bye for now!”
Draws attention to buttons or menus. Checkmark  

Bot says, “Here are some things you can do:”

Shop

Check Order Status

Connect to an Agent
Addresses the customer by name.   Checkmark Hi, Ariana. How can I help you?
Lets the customer finish typing.   Checkmark  
Uses menus to help the customer get started.   Checkmark

Bot says, “Welcome! What would you like to do today?”

Shop

Check Order Status

Get Store Locations and Hours
Uses quick replies to help user end a conversational path.   Checkmark

Bot asks, “Does this answer your question?”

Yes

No
Acknowledges trouble in chat.   Checkmark Bot says, “Let me get someone who can help you.”
Has a clear voice and tone that is consistent with that of your company.   Checkmark

Default bot greeting “Hi! I’m your helpful bot.”

Formal company bot “Hello, Ms. Smith. How can we help you?”

Rad company bot “Hi, Janet! What’s cookin’ today?”
Avoids ALL CAPS (shouting).   Checkmark  
Uses emojis for levity.   Checkmark  
Collects customer feedback about the interaction with the bot.   Checkmark

Bot asks, “How was this experience for you?”

Great!

Not so great.
- **[Maintain Chatbot Conversation Quality](https://help.salesforce.com/s/articleView?id=service.bots_service_maintain_conversation_quality.htm&release=264.0.0&type=5)** The best industry chatbots include graceful solutions to error handling. Einstein Bots has many features to ensure data quality without creating frustration. # Best Practices for Customizing the Lightning Service Console You can customize the Service Console app to meet your service needs. ### Required Editions
Lightning Service Console is available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud
From the App Manager page in Setup, you can edit and customize your app basics. The only thing you can’t change is the app’s Developer Name. We recommend that you: - Update the name, description, and branding for the app - Add other items, such as quick text, macros, products, and contracts (the Service Console app includes cases, contacts, accounts, reports, dashboards, chatter, and Home by default) - Add other utilities, such as an Open CTI softphone, Omni-Channel, Macros, and Customer Insights - Assign the app to the appropriate user profiles, like your service agent profiles ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note The Service Console app is automatically assigned to all standard and custom user profiles. You can modify these assignments to make sure that only the right people have access to the app. When you’re ready to customize the Lightning pages in your console, use the Lightning App Builder to create record pages. #### See Also - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&release=264.0.0&type=5 "The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window.") # Best Practices for Grounding Service Assistant in Knowledge Review required permissions, data library setup guidelines, and considerations for grounding Service Assistant in your knowledge articles. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - This section contains reference guidance for knowledge grounding. Setup and testing guidance is provided in [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Additional testing and troubleshooting guidance is provided in [Troubleshoot Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US). - Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you might see a mix of the new and previous terms in our documentation. See [Topics Are Now Subagents](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_agentforce_subagent_new_name.htm&release=260&type=5&language=en_US). - [Knowledge Permissions](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5) - [Knowledge Content Guidelines](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5) - [Data Libraries Setup Guidelines](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5) - [Additional Guidelines and Considerations](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5) Watch this video to learn the key details and best practices for grounding Service Assistant in your knowledge articles. We also recommend reviewing [Service Assistant Topic Strategy](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US) to learn how to best optimize your topics when using knowledge grounding. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/U3mc9MZqNPPHy3vu2LeELc). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can't ground Service Assistant in your knowledge base if you use Unified Knowledge or Enterprise Knowledge. Only Salesforce Knowledge is supported. ## Knowledge Permissions Grounding Service Assistant in your knowledge base through Agentforce Data Libraries requires custom permissions for setting up, accessing, and viewing knowledge content in a service plan. The custom permissions are in addition to the [mandatory Service Assistant permissions](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US).
Persona User License Required Permissions
Service Assistant Admin Salesforce
  • Knowledge User is enabled on your user record
  • Data Cloud Architect permission set*

*Requires access to your default data space. See Associate a Permission Set with a Data Space.
Service Rep Salesforce

Recommended custom permission set name: Service Rep Knowledge Access

Permissions to include:

  • Knowledge object permissions: Read, View All Records, View All Fields
  • App permission: Allow View Knowledge

The custom permission set lets reps view knowledge content included in drafted service plans.
ServicePlanner User Einstein Agent

Recommended custom permission set name: Agent Knowledge Access

Permissions to include:

  • App permission: Allow View Knowledge
  • Knowledge object permissions: Read, View All Records, View All Fields. Grant access to any custom Knowledge record types.
  • Data Category Visibility: Grant access to the data categories that are assigned to your knowledge articles.

The custom permission set grants Service Assistant access to your knowledge content so it can add the content to service plans.
## Knowledge Content Guidelines The data library you create for Service Assistant references only published knowledge articles, which can be internal or public. Your published articles must be precise and tailored to your company's policies. We highly recommend reviewing your articles before you create a data library so that information is effectively retrieved and added to service plans. We recommend that your articles: - Have clear and specific titles and summaries. - Are well-organized, specific, detailed, and easily parsed according to the guidelines provided in [Prepare Source Content](https://help.salesforce.com/s/articleView?id=ai.data_library_prepare.htm&language=en_US). - Are up-to-date and contain the latest information, including confirming that any assigned data categories are correct. - Don't contain information that conflicts with the subagents you create for Service Assistant. - Don't duplicate or contradict information found in other articles. Also, to best optimize your knowledge articles for AI, we recommend reviewing these additional Salesforce best practices. - Salesforce blog: [10 Ways To Prep Your Knowledge Base for AI Grounding](https://www.salesforce.com/blog/ai-grounding/?_ga=2.6589489.2092108767.1740507446-1123133898.1740507446&_gl=1*hpu5dl*_ga*MTEyMzEzMzg5OC4xNzQwNTA3NDQ2*_ga_H6M98GGB18*MTc0MDUyNzE2NC4yLjEuMTc0MDUyNzM1Mi4wLjAuMA..*_gcl_au*OTcwNDEwNjA1LjE3NDA1MDc0NDY.) - Trailhead: [Optimize Knowledge Content for Large Language Models](https://trailhead.salesforce.com/content/learn/modules/knowledge-grounding-for-ai-quick-look/optimize-knowledge-content-for-large-language-models) We know a comprehensive review isn't always feasible for companies with large knowledge bases. If a full audit isn't possible, prioritize evaluating the Titles and Summaries of the articles you expect to use for your defined Service Assistant use cases. While updating these fields can also be difficult at scale, they play an important role when you set your data library configuration. See the following section. ## Data Libraries Setup Guidelines When you set up a data library, you choose a data source for grounding: Knowledge, File Uploads, Custom Retriever, or Web Search. **Service Assistant supports only the Knowledge data source**. Then you set two field-level settings that tell Service Assistant what information to look for in your knowledge articles: identifying fields and content fields. Identifying fields help Service Assistant optimize its search of your entire knowledge base to retrieve the articles that are most relevant for the given case and assigned subagent. In Service Assistant, you configure two identifying fields: one must be Title, and we recommend Summary or Question for the second. Together they give Service Assistant a clear overview so it can find articles that match the case details and assigned subagent. After relevant articles are retrieved, Service Assistant uses the content fields to determine what information within the retrieved knowledge articles is relevant to include as steps in a service plan. We recommend selecting content fields that contain the most information, such as Answer and Detail. Follow these guidelines for configuring identifying and content fields in Service Assistant. An example setup follows.
Field type Recommended Configuration Details
Identifying

Service Assistant supports two identifying fields. One must be Title and we recommend setting the other to Summary or Question.

Choose fields that provide clear, concise summaries of the general context of each article.

Identifying fields help Service Assistant find, sort, and group knowledge articles relevant to the case and its assigned subagent. Fields like Title, Summary, and Question often contain key identifying information.

Identifying fields support only String (Text) and Text Area field types.

  • We recommend selecting Text fields as identifying fields because Text fields are limited to 255 characters, which results in faster ADL build times.
  • Avoid setting Rich Text fields, like Answer, as identifying fields. The HTML markup reduces the quality of search and retrieval.
  • Text Area fields work but can slow down ADL build times.

If your articles don't meet these requirements, or if no identifying information is found, Service Assistant relies on information from subagents and instructions to propose steps in the plan.

If your instructions don't contain enough detail, Service Assistant is more likely to suggest its own steps that aren't grounded in your data sources, which are indicated with a *. See an example in the Additional Guidelines and Considerations section.
Content

Given the case types you're using Service Assistant for, select the fields that contain guidance and task information. This information is used with your subagents and instructions to create a tailored service plan with specific, actionable guidance.

Recommended content fields are Answer, Detail, and any custom fields you have. These fields typically contain information about procedural and troubleshooting steps and FAQs.

If the information in the content fields isn't determined to be relevant for the case, Service Assistant uses the information in the identifying fields with your subagent instructions to propose steps in the plan. This typically occurs when knowledge content lacks quality information.
![Service Assistant data library setup example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_example.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can configure the Knowledge Settings tab to your preference. If you set data category filter conditions, confirm that your articles are assigned the categories you've selected, and grant the ServicePlanner User (agent user) access to your data categories. ## Additional Guidelines and Considerations **General Considerations** - Not all steps and information found in the article are always included in the service plan. The detail and amount of information included in the plan depend on the amount and relevance of the case data. - Service Assistant summarizes the information in your knowledge articles, including ordered procedures. Procedural information can be summarized and combined in a single step. **Permissions & Article Setup** - Setup and testing guidance is provided in [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Additional testing and troubleshooting guidance is provided in [Troubleshoot Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&language=en_US&type=5). - Verify the Service Assistant Admin, service reps, and ServicePlanner User (agent user) have all standard and custom permission sets required for knowledge grounding. - Confirm that you (the admin) have access to the default data space for the Data Cloud Architect permission set. See [Default Data Space Access](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5). - Grant the ServicePlanner User access to the data categories used in your knowledge base and to any custom knowledge record types. - Confirm that your articles are public and published. Knowledge articles that are publicly available have IsVisibleInPkb as True. - Review or add information to the Summary field of your knowledge articles to briefly describe the article and its scope. Having a summary improves search results. **Data Library Considerations** - Agentforce Data Libraries support multiple data types, but **Service Assistant supports only the Knowledge data source**. You can choose to set up and test other data types, but we don't provide any guidelines or recommendations. - To show citations, enable **Show Sources** in your data library. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5). Whether the Sources section shows in a service plan depends on whether Show Sources is enabled when the service plan is generated, not when you view it. If Show Sources isn't enabled during plan generation, the Sources section doesn't appear, even if you enable Show Sources later. If you have service plans that existed before Show Sources is enabled, the Sources sections don't show. - Only English knowledge articles are referenced in a data library. - Only published knowledge articles are referenced in a data library. Published articles can be either internal or public. - Service Assistant can reference only one data library at a time. - If you set data category filter conditions for your library, make sure that your articles are assigned to the categories you've selected and that the ServicePlanner User has access to the data categories. - Review your articles to ensure the structure and format match the identifying and content fields you've set in your data library. Identifying fields are used to search your knowledge base to find relevant articles that match the case details. Content fields are used to extract key information from the knowledge articles to create plan steps. - Don't set Detail, Answer, or Rich Text Area fields as identifying fields. Set fields that hold large amounts of text as content fields. For identifying fields, use fields that are short and under 255 characters, like Title, Summary, or Question. Text Area fields work as identifying fields, but ADL build times are slower. - Apply any custom knowledge fields to your data library configuration, and grant the ServicePlanner User access to the custom record types. **Knowledge Indexing** - Agentforce Data Libraries index and break down your knowledge base into chunks of information. Service Assistant then gathers the 10 most relevant chunks of information and scores each. The chunks with the highest similarity to the case are included as steps in a service plan. - Service Assistant summarizes the information in your knowledge articles, including ordered procedures. Procedural information can be summarized and combined in a single step. - Not all steps and information found in the articles are always included in the service plan. The detail and amount of information included in the plan depend on the amount and relevance of the case data. **Citations and Plan Behavior** - Steps created from knowledge articles are indicated with a citation like \[1\]. All other steps that aren't cited are created from the subagent instructions. Where the citations are listed depends on the plan type. To provide citations in service plans, enable Show Sources in your data library. - For guidance plans, all citations are listed in a single Sources section at the bottom of the component (left image). - For dynamic plans, each step has its own Sources section, so the same article can appear under a different citation number from one step to the next (right image). ![Service plan example with citation callouts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topic_ka_highlight\(3\).png) - For guidance plans, if a knowledge article cited in a service plan is deleted after the plan is drafted, the citation number is removed from the plan step and the article is removed from the Sources section. The knowledge content already included in the steps stays in the plan. However, if the plan is redrafted, the knowledge content is omitted from the plan. - For dynamic plans, this behavior doesn't apply, because service reps can't restart a dynamic plan. The content from the deleted article stays cited in the existing plan steps, but new steps aren't created from the deleted article. - If a knowledge article cited in a service plan is archived after the plan is drafted, the citation remains in the plan step and the article stays listed in the Sources section. This behavior applies to both guidance and dynamic plans. - For guidance plans, if a service rep redrafts the plan, the citation is removed from the step and the Sources list, and the steps originally created from the archived article are also removed. - For dynamic plans, the existing steps and citations stay in the plan, and no new steps are created from the archived article. - When there isn't enough information in your knowledge articles or relevant ones aren't found, Service Assistant uses your subagents and their instructions to create a service plan. If the instructions don't contain enough information, Service Assistant can propose its own steps that aren't based on any grounding sources. In guidance plans, such steps are indicated with an \*. In dynamic plans, Service Assistant uses language similar to "I couldn't find any information in company documents. Here is what I suggest." ![Service plan example with basic instructions and non-grounded steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plan_basic.png) **Maintenance** - Libraries are updated if there are changes to knowledge articles, such as the editing, deletion, or addition of articles. The build automatically refreshes when new articles or changes to existing articles have been published in the last 24 hours. - You can refresh your library at any time by rebuilding the search index for the library in the Search Index tab of the Data Cloud app. The name of your search index is the same as your data library. See [Rebuild a Search Index Configuration](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_rebuild_search_index.htm&type=5&language=en_US). # Best Practices for Salesforce Voice To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
## Factors Affecting Call Price Call pricing can vary based on several factors, including your telephony provider and service structure. To accurately forecast costs and avoid unexpected charges, consider the factors affecting the call price. - Per-minute charges - Inbound and outbound calls have different per-minute rates. Outbound calls, especially international ones, typically cost more. - Inbound calls to toll-free numbers have a higher per-minute charge because the business bears the cost. - The per-minute charge varies depending on the type of outbound connection such as landline or mobile connection. - Regional pricing - Call pricing is different for domestic and international calls. Domestic call prices are cheaper than the international call prices. International call prices, especially to certain regions, can be higher. - Taxes and regulatory fees - Call pricing is also affected by regional taxes. Some regions can have telecommunication taxes, universal service fund fees, or regulatory surcharges that increase the overall call price. - Additional charges related to compliance with emergency services regulations can apply. For example, E911 increases the call price. - Surcharges for specific call types - Outbound calls to premium rate numbers such as 1-900 numbers, have a higher call price. - The call price is different for local and national calls. Depending on the country, local call prices can be lower than national call prices. Before committing to a Salesforce Voice license or a telephony partner, review the provider’s pricing policies, especially for any non standard usage you anticipate. ## Inbound, Outbound, and Transfer Calls Review these considerations when working with inbound, outbound, and transfer calls. - If an agent misses a call, their status automatically changes to offline. To prevent your agents from going offline when they miss a call, set the Update Status on Push Timeout option to Busy in the presence configuration settings. See [Presence Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_configuration_settings.htm&type=5&language=en_US). - If a call transfer fails and Amazon Connect is the telephony provider, check the agent whisper contact flow. For example, if the agent whisper flow tries to play an unsupported audio file type for a prompt or takes too long, the call transfer can fail. - If you allow users to use a virtual desktop to log in to Salesforce Voice to handle calls, but your inbound and outbound calls aren’t working as expected, check your setup. - If the virtual desktop user doesn’t have the local media page open, voice calls don’t connect even if the agents accept them. The calls are marked as missed and the agent’s status is set to Offline or Busy. An agent can make an outbound call, but the audio can’t connect and the customer doesn’t receive the call. - If the virtual desktop user has the local media page open, you can’t mute calls made from a virtual desktop. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Assign the Remote Media for Virtual Desktop user permission only to agents who use virtual desktop to log in to Salesforce. See [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5 "To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set."). ## Voice Resiliency Voice resiliency ensures that the telephony system stays operational when the number of conversations is over the limit or when certain background services are affected. During this period, certain features and functionalities can be impacted. - If your contact center is set up with Amazon Connect and you've customized the Sample Amazon Connect flows, see the [Amazon Connect Flows Best Practices](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows_best_practices.htm) page for steps on how to ensure your flows are set up to support voice resiliency. - If your contact center is set up with another partner telephony, see the [Add Support for Voice Resiliency](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_voice_resiliency.htm) page for steps on how to ensure your environment is set to support voice resiliency. See the [Voice Resiliency for Salesforce Voice](https://help.salesforce.com/s/articleView?language=en_US&id=000395549&type=1) knowledge article for more information about voice resiliency. ## Call Recording For training purposes, to ensure compliance, and to collaborate on customer issues, agents can listen to and comment on call recordings. By default, agents in a partner telephony contact center can listen to call recordings. For Amazon Connect contact centers, you have to enable this feature for agents. You can also enable non-agent users to listen to call recordings. To enable Salesforce and contact center users to listen to call recordings in the Call Audio Player, ensure that they have access to the recordings. If they don't have access, the Call Recording Player in the Service Console doesn’t appear. See [Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5 "To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings."). ## After Conversation Work Review these considerations when working with after conversation work (ACW). - The After Conversation Work component is available only when the call is connected. - Service channel settings override the presence configuration settings for after conversation work. - You can modify reports on AgentWork to show AfterConversationActualTime, AcwExtensionCount, and AcwExtensionDuration. ## Agent Flag and Whisper Before attempting to raise a flag or send a whisper message to a supervisor, the agent must be online in the Omni-Channel widget. If the agent is offline, flag raises and whisper messages don’t work. ## Phone Number Format Don’t use ambiguous or invalid phone number formats when you dial phone numbers or link phone numbers from inbound calls. Ambiguous or invalid phone number formats can prevent Salesforce from locating records, such as contact records that are associated with the phone number. For Salesforce Voice with Partner Telephony, ask your telephony provider which phone number formats they support. For an Amazon Connect contact center, use country codes when dialing phone numbers or linking phone numbers from inbound calls. If an E.164 country code isn’t provided, Salesforce appends the country code specified in the call center settings. The lack of a country code can prevent Salesforce from locating records, such as contact records that are associated with the phone number. ## Add Callers and Transfer Calls If Amazon Connect is your telephony provider and contacts are missing when you try to add a caller, open Amazon Connect. Then verify that the contacts are added to the Quick Connect and that the Quick Connects are added to the queue. See [Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5 "Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call.") and _Amazon Documentation_: [Create Quick Connects](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html). ## Command Center for Service If the Assign Agents button under the Queues Backlog tab of Command Center for Service is missing, verify that you performed these steps. - Under Supervisor Settings, verify that **Queues and skills** is selected. See [Enable Supervisors to Change Agent Queues](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills.htm&type=5&language=en_US). - Assign the Salesforce Voice Contact Center Supervisor permission set to all supervisors. System admins don’t need to be assigned this permission set. They can use the Assign Agents button in Command Center for Service to change queue membership for Voice and nonvoice agents without any additional permissions. - Assign each supervisor to a supervisor configuration. You can use supervisor configurations to reduce the number of agents that a supervisor oversees. ## Sandboxes - If Voice is set up in a sandbox, only do a partial copy sandbox refresh. If you do a full refresh, you have to set up Voice again. See [Refresh Your Sandbox](https://help.salesforce.com/s/articleView?id=platform.data_sandbox_refresh.htm&type=5&language=en_US). - When Salesforce Voice and Conversation Insights are turned on in a production org, copying the production org to a sandbox turns off Conversation Insights. It also breaks the flow of data to the Salesforce Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox. ## Voice Call Automation Don’t modify the OwnerId field on VoiceCall records through custom automation during the call routing lifecycle. Modifying this field through custom automation, such as record-triggered flows or Apex triggers, during an active call routing operation can cause call routing failures. During the call routing lifecycle, Salesforce Voice manages the Owner field (OwnerId) on VoiceCall records to coordinate call assignment and access permissions. Ownership is transferred when a rep accepts the call, not when the call is first offered. Although customer automation can edit the Owner field on orgs with Salesforce Voice enabled, modifying it during active call routing creates conflicts with the platform's internal logic. Other fields that the platform uses during call routing, such as User (UserId), Vendor Call Key (VendorCallKey), Call Type (CallType), and Call Center (CallCenterId), are protected at the platform level and can’t be modified by customer automation. If your reps experience intermittent call routing failures, especially on rerouted calls where the first rep didn't answer, check for: - Record-triggered flows on VoiceCall: From Setup, in the Quick Find box, enter Flows, and filter for flows that trigger on the VoiceCall object. Look for any that modify the Owner field. - Apex triggers on VoiceCall: Check for before update triggers that modify the OwnerId field. If you find automation that modifies the Owner or OwnerId field, modify it to stop overriding the Owner field. # Billing and Consumption for Service Assistant with Einstein for Service Learn how Service Assistant consumption occurs and how you’re billed when you have the Einstein for Service license. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Einstein for Service License only provides access to guidance service plans for Service Assistant for Case. It doesn't provide access to dyanmic service plans for Case or Service Assistant for Messaging or Voice. . ## Plan Processing and Consumption After Service Assistant is turned on and you've configured [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US), plan processing happens automatically and consumption of your Einstein Requests and Data 360 credits begins. This behavior is the default and can't be modified. Here's how and when Service Assistant consumption occurs. 1. With the feature turned on and the eligibility criteria met for the case, Service Assistant automatically begins to create a case summary and identify a topic and instructions to assign to the case. In addition, the agent starts creating initial plan steps. Your Einstein Requests and Data 360 credits are consumed in both processes. 2. When a service rep clicks Draft Plan, Service Assistant generates a service plan using your topics and instructions and optional grounding sources, such as knowledge grounding through Agentforce Data Libraries. Your Einstein Requests and Data 360 credits are consumed. 3. When a service rep redrafts a service plan, your Einstein Requests and Data 360 credits are consumed again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Agent actions aren't supported in Service Assistant, so billing details aren't included. ![Consumption processing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_billing.png) ## Considerations The described processing and consumption occur automatically for any new or in-progress cases immediately after you turn on Service Assistant and the eligibility criteria are met. The automatic behavior occurs even when: - The case record page isn't opened. - The case record page doesn't have the Service Assistant component installed. - No users have the Service Planner User permission set assigned. To limit your consumption, configure your eligibility criteria so that they're met only for a subset of your incoming cases. For example, exclude simple, repetitive cases and focus on more complex ones that require strict policy or guideline adherence. You can also set your eligibility criteria to make service plans available only for low-volume cases or only to users with the Service Planner User permission set. In addition to the Data 360 credits consumed as outlined earlier, more Data 360 credits are consumed when you set up and use these optional features. - Creation of plan steps from your knowledge articles through Agentforce Data Libraries (known as knowledge-based steps). See [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5). - Search and retrieval of similar cases that are listed at the bottom of the component. See [Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US). ## Billing Details Here are the billing details for Service Assistant with the Einstein for Service license.
Card Type How Usage Is Calculated Notes
Agentforce Service Assistant Agentforce Service Assistant

Usage is calculated when an in-progress or new case meets the admin-configured eligibility criteria in Setup, even when:

  • The case record page isn't opened.
  • The case record page doesn't have the component installed.
  • No users have the Service Planner User permission set assigned.

Usage is also calculated anytime a plan is generated when a service rep clicks Draft Plan or Redraft Plan in the Service Assistant component.

 See Eligibility Criteria.
Einstein Requests Einstein Requests

Usage is calculated based on API calls to the LLM gateway and at service plan generation runtime.

Request consumption automatically occurs when:

  • The case meets the admin-configured eligibility criteria and a topic is assigned.
  • A plan summary is created when the case record page is loaded.
  • A service rep clicks Draft Plan or Redraft Plan in the Service Assistant component.
 See Einstein Usage.

Data Service

Batch Data Pipeline

Usage is calculated based on the amount of batch data processed by Data 360 data streams across all connectors.

 This usage applies to both the knowledge grounding and similar cases features.

Data Services

Data Queries

Usage is calculated based on the number of records processed. The count of records processed depends on the structure of a query and other related factors, such as the total number of records in the objects being queried.

 This usage applies to both the knowledge grounding and similar cases features.
Data Service Activate DMO - Streaming Usage is calculated based on the number of records processed in the DMO. Records processed are based on the number of new records created or updated in the DMO per Activation. This usage applies to both the knowledge grounding and similar cases features.
Data Service Batch Calculated Insights Usage is calculated based on the number of records in all underlying objects used in creating the Calculated Insight each time it runs. This usage applies to the similar cases feature.
Data Storage Storage Beyond Allocation Usage is calculated based on the amount of storage used above the amount allocated.

Storage refers to the amount of data stored in Data 360.

Data you ingest into Data 360 for Service Assistant is counted toward your storage allocation. This includes your knowledge articles using Agentforce Data Libraries and case record data for the similar cases feature. If you use more data than is allocated, usage is charged.
# Billing Considerations for CMDB Enterprise Salesforce meters active enterprise configuration items using a rolling activity window and reflects peak usage in Digital Wallet. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
Salesforce calculates enterprise CI usage using the MAX aggregation method. MAX aggregation reflects the highest number of active enterprise configuration items recorded in a month. For more information on MAX aggregation method, see [Data Aggregation Types and Calculations in Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_aggregation_types.htm&type=5&language=en_US). Digital Wallet displays enterprise CI consumption under the CMDB Enterprise usage type. You can use Digital Wallet to: - View active enterprise CI counts - Monitor peak usage - Track usage trends For more information on how to access digital wallet from the Digital Wallet app or the Your Account app, see [Access Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_access.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Service Cloud's Billing and Metering service processes billing events from CMDB and sends them to Digital Wallet. # Billing Considerations for Customer Signals Intelligence Customer Signals Intelligence collects and analyzes customer data from various channels to provide actionable insights that improve the overall customer experience. It's a consumption-based product that uses Data Cloud credits, and Flex credits. Customer Signals Intelligence consumes credits used for billing based on your usage of the feature. ### Required Editions ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_tip.png) Tip For this product, you can access Digital Wallet, a free account management tool that offers near real-time consumption data for enabled products across your active contracts. Access Digital Wallet and start tracking your org's usage. To learn more, see [About Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&language=en_US&type=5).
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with Data 360 enabled and the Customer Signals Intelligence add-on
Card Type Description Notes
Flex Credits Flex Credits Usage is calculated based on API calls to the LLM gateway. For example, when you generate insight using CSI API calls are made to the LLM gateway. See Einstein Usage
Data Services Batch Data Pipeline Usage is calculated based on the amount of batch data processed by Data 360 data streams across all connectors. Batch data pipeline is used to ingest data into Data 360 if you select the CRM Connector during feature setup. This includes historic data ingested when you enable channels during activation.
Data Services Data Queries

Usage is calculated based on the number of records processed.

The count of records processed depends on the structure of a query as well as other related factors such as the total number of records in the objects being queried.

 See Data 360 Billable Usage Types
Data Services Batch Data Transforms

Usage is calculated based on the higher of the number of rows read or number of rows written.

For incremental batch data transforms, after the first time a transform runs, usage is based on the number of rows that have changed since the previous run.

 See Data 360 Billable Usage Types
Data Services Streaming Data Pipeline Usage is calculated based on the number of records ingested by data streams with stream processing. Data streams with stream processing include web, mobile, and streaming ingestion API. Streaming data pipeline is used to ingest data into Data 360 if you select the Custom Connector during feature setup.
Data Services Streaming Actions (including lookups) Usage is calculated based on the number of records processed. A lookup is an enrichment from a related object. See Data 360 Billable Usage Types
# Billing Details When you’re using Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), it's important to understand how billing works for IVR utterances, Salesforce Voice minutes, and telephony minutes. ### Required Editions
View supported editions.
- **[Billing for IVR Utterances and Salesforce Voice Minutes](https://help.salesforce.com/s/articleView?id=service.voice_billing_ivr.htm&release=264.0.0&type=5)** When using Salesforce Voice with Amazon Connect, you’re billed for IVR utterances and Salesforce Voice minutes only if you exceed your purchased allowance. Each Service Cloud Voice with Amazon Connect license grants a user a certain number of IVR utterances and Service Cloud Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed. - **[Billing for Telephony Minutes](https://help.salesforce.com/s/articleView?id=service.voice_billing_telephony_minutes.htm&release=264.0.0&type=5)** Amazon Connect offers both Direct Inward Dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per-day basis. - **[Billing Examples and Use Cases](https://help.salesforce.com/s/articleView?id=service.voice_billing_use_cases.htm&release=264.0.0&type=5)** To better understand your org’s billing, it’s important to know the difference between Service Cloud Voice minutes and telephony minutes, which are tracked and billed separately. Service Cloud Voice minutes are prepaid entitlements that cover the core voice infrastructure, including transcription, data streaming, and so on. Telephony minutes are pay-as-you-go charges billed monthly by AWS for the actual connection to the telephony network. Most calls simultaneously consume both types of minutes. However, there are exceptions. For example, if a call is transferred and is no longer handled by Service Cloud Voice, it stops consuming Service Cloud Voice minutes but continues to consume telephony minutes. # Billing Examples and Use Cases To better understand your org’s billing, it’s important to know the difference between Service Cloud Voice minutes and telephony minutes, which are tracked and billed separately. Service Cloud Voice minutes are prepaid entitlements that cover the core voice infrastructure, including transcription, data streaming, and so on. Telephony minutes are pay-as-you-go charges billed monthly by AWS for the actual connection to the telephony network. Most calls simultaneously consume both types of minutes. However, there are exceptions. For example, if a call is transferred and is no longer handled by Service Cloud Voice, it stops consuming Service Cloud Voice minutes but continues to consume telephony minutes. ### Required Editions
View supported editions.
## How Minutes Are Calculated? AWS determines the rounding rules for both types of minutes. Salesforce deducts Service Cloud Voice minutes based on this rounding, and telephony charges are passed through directly from AWS. - Service Cloud Voice minutes: The Service Cloud Voice minutes are rounded up to the next 10 second increment. For example, if a call duration is 10 minutes and 3 seconds, it is rounded to 10 minutes and 10 seconds. - Telephony minutes: The telephony minutes are rounded up to the next minute. For example, if a call duration is 10 minutes and 3 seconds, it is rounded to 11 minutes. - IVR Utterances: If your Interactive Voice Response (IVR) flow uses speech recognition where a caller provides vocal inputs, each spoken input is called an utterance. There is a separate line item on your invoice specifically for utterance usage. For more information on billing for IVR utterances, see [How Does Billing Work?](https://help.salesforce.com/s/articleView?id=service.voice_amazon_how_billing_works.htm&type=5&language=en_US). Most calls simultaneously consume both types of minutes. However, there are exceptions. For example, if a call is transferred and is no longer handled by Service Cloud Voice, it stops consuming Service Cloud Voice minutes but continues to consume telephony minutes. Consider these scenarios to understand how Service Cloud Voice minutes and telephony minutes are accrued across different types of call interactions. ## Standard Inbound Call with IVR and Queue Time In this scenario, a customer calls your contact center, interacts with an Interactive Voice Response (IVR) menu, and waits in a queue before reaching a rep. Duration: 2 minutes in IVR + 3 minutes in queue + 5 minutes talking to a rep = 10 minutes Minutes consumed for this scenario is: - Service Cloud Voice minutes: 10 minutes are deducted from your Salesforce prepaid balance. - Telephony minutes: 10 minutes are charged on your monthly AWS invoice. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The billing begins as soon as the call is connected to the Amazon Connect instance, regardless of whether a rep has answered. ## Abandoned Calls This scenario covers calls that do not result in a conversation with a live rep. Duration: A customer calls after hours, listens to a 1-minute automated message, and ends the call. Minutes consumed for this scenario is: - Service Cloud Voice minutes: 1 minute is deducted from your balance. - Telephony minutes: 1 minute is charged on your AWS invoice. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Any time spent interacting with a Contact Flow (IVR) consumes both Service Cloud Voice minutes and telephony minutes. ## Internal Transfers and Consultations When a rep transfers a call or consults with another rep, additional segments of the call are created. Duration: Rep A speaks to a customer for 5 minutes, then consults with rep B for 5 minutes while the customer is on hold. Minutes consumed for this scenario is: - Service Cloud Voice minutes: You are charged for the total duration the Connect instance is active for the session. - Telephony minutes: You are billed for each active segment of the call. In this case, the inbound call segment from the customer and the outbound call segment to Rep B are both active during the consultation Call transfers and consultations can result in telephony usage that exceeds the total actual duration of the call because multiple lines are active at once. ## Outbound Calls In this scenario, a rep calls a customer directly from the Omni-Channel utility. Duration: A 5 minute outbound call to a mobile number. Minutes consumed for this scenario is: - Service Cloud Voice minutes: 5 minutes deducted from your Salesforce balance. - Telephony minutes: 5 minutes billed at the AWS Outbound rate (rates vary by destination country). # Billing for IVR Utterances and Salesforce Voice Minutes When using Salesforce Voice with Amazon Connect, you’re billed for IVR utterances and Salesforce Voice minutes only if you exceed your purchased allowance. Each Service Cloud Voice with Amazon Connect license grants a user a certain number of IVR utterances and Service Cloud Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed. This article applies to: - Salesforce Voice with Amazon Connect Consider an example scenario. - Licenses purchased: 10 - IVR utterances per user per month: 750 - Voice minutes per user per month: 750 In one year, the 10 users can consume up to 90,000 (10X×750 ×12) IVR transactions, and 90,000 Salesforce Voice minutes. These Voice minutes are pooled across your 10 users, whereas the utterances are not. Each month, you receive an email specifying the number of IVR utterances and Service Cloud Voice minutes used. Our service tracks Salesforce Voice minutes usage per-second, with a minimum of 10 seconds per call. If you exceed your monthly maximum, you aren’t billed. However, if your consumption across all org exceeds the annual maximum number, for example 90,000 Salesforce Voice minutes in the example scenario described, you receive a bill for the overage during that month and every month thereafter for the remainder of that year. The maximum IVR utterances and Salesforce Voice minutes reset each year. # Billing for Telephony Minutes Amazon Connect offers both Direct Inward Dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per-day basis. This article applies to: - Salesforce Voice with Amazon Connect A per-second charge (with a minimum of 60 seconds) applies for any calls based on the type of phone number for inbound calls and the destination of outbound calls. # Block Sensitive Data in Chats Sensitive data rules let you block specific patterns, such as credit card, Social Security, phone and account numbers, or even profanity. You can choose to remove the text or replace it with your preferred characters. ### Required Editions
View supported editions.
User Permissions Needed
To create sensitive data rules: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. In Setup, enter Sensitive Data in the Quick Find box, then select **Sensitive Data Rules**. 2. Click **New** or **New Sensitive Data Rule**. 3. Write each pattern as a JavaScript regular expression (regex), and choose your preferred settings. The regex is case-sensitive. 4. Optionally, test your pattern. 1. Enter some text in the format of the data you want to block, such as 123-45-6789 for a Social Security number. 2. Preview your results to ensure that the rule is working correctly. 5. Select the roles for which you want to enforce this rule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Rules are enforced on the author. Therefore, if a "don’t show phone number" rule is enforced on the visitor, when visitors enter their phone numbers, agents and supervisors can’t see it. 6. Set a priority for the rule. Lower numbers are executed first. 7. Click **Save**. You can block the text from agents, supervisors, customers, or all of these. When a rule is triggered, it logs one or more of these chat transcript events: - Sensitive data blocked (Agent) - Sensitive data blocked (Supervisor) - Sensitive data blocked (Visitor) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Sensitive data is visible while someone’s typing, but it is masked when the person sends it. So if you want to mask customer information from agents, we recommend disabling Agent Sneak Peek (under **Setup** | **Customize** | **Chat** | **Chat Configurations**). Sensitive data rules apply to the auto-greeting and any quick text that you have enabled. They don’t apply to the agent name or other standard text in the chat window. # Block Sensitive Data in Messaging Sessions and Voice Call Transcripts Create sensitive data rules to block specific patterns, such as credit card numbers or profanity, in Enhanced Messaging sessions, Enhanced Chat, and voice call transcripts. You can remove the text or replace it with your preferred characters. This method, also known as data masking, helps protect your customers’ data. ### Required Editions
View supported editions for Voice.
View supported editions for Messaging.
checkmarkThis article applies to: Voice, Enhanced In-App Chat, Enhanced Web Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create sensitive data rules:

Customize Application

AND

System Administrator
Sensitive data rules apply to all plain text sent in a messaging session or spoken on a voice call, including quick text. They don’t apply to whispered messages, messaging components, text in attached files, the service rep name, or any other standard text that’s visible in the messaging window. 1. In Setup, enter Sensitive Data in the Quick Find box. 2. To create rules for Enhanced Messaging channels, Enhanced Chat, and Voice transcripts, select the page named **Sensitive Data Rules for Enhanced Channels**. 3. Click **New** or **New Sensitive Data Rule**. 4. Enter a name and description, and select **Active** to start enforcing your rule when you save it. 5. Enter the text pattern or patterns that you want to hide. Write each pattern as a JavaScript regular expression (regex), and select your preferred settings. The regex is case-sensitive. 6. Select whether to remove or replace the text pattern when it’s detected. If you choose to replace it, enter your replacement text. 7. Expand the preview section to test your rule. 1. Enter text in the format of the data that you want to hide, such as 123-45-6789 for a Social Security number. 2. Verify that the text is removed or replaced in the preview. 8. Move one or more roles to the selected column to enforce the rule on messages sent or words spoken by that role. For example, to hide data with these patterns in messages sent by customers, move **Visitors** to the Selected Roles column. 9. Assign a priority to the rule, such as 0 or 1. Rules with lower numbers are enforced first. 10. Save your rule. ![Sample sensitive data rule for Social Security numbers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/messaging_sdr.png) 11. When you’re ready to start enforcing your active rules, turn on the Sensitive Data Rules setting at the top of the page. When this setting is on, all active data rules shown on the Sensitive Data Rules for Enhanced Messaging page are enforced. When this setting is off, they aren’t enforced, but you can still create and activate rules on that page. When sensitive data is detected in a messaging session or voice transcript, one or more of these conversation transcript events is logged: - Sensitive data blocked (Agent)—Sensitive text sent by the service rep or a bot was hidden. - Sensitive data blocked (Supervisor)—Sensitive text sent by the supervisor was hidden. - Sensitive data blocked (Visitor)—Sensitive text sent by the customer was hidden. After a rule is activated, it’s automatically enforced on the selected roles in all future voice calls, Enhanced Messaging sessions, and Enhanced Chat sessions. It’s not possible to enforce it selectively—for example, to enforce it for Voice only. You can have up to 10 active sensitive data rules at a time. Rules are enforced in real time, and sensitive text is hidden both for reps and in the transcripts stored in the database. If you create or update a sensitive data rule, your changes take effect within 1 hour. Sensitive data isn’t redacted in Voice recordings; only in transcripts. # Block Unwanted Chat Customers You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in Chat in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Blocking a chat ends the chat and blocks any new chat requests coming from that user’s IP (Internet Protocol) address. If your Salesforce org is receiving many spam chats from a particular region, your administrator can block entire ranges of IP addresses. 1. In the interaction pane, click the![Block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_block_icon_.png) icon. 2. (Optional) Enter a comment explaining why you’re blocking this visitor. 3. Click **Block**. When you click **Block** , you immediately end the chat, and the visitor sees a notification that an agent ended the chat. If multiple agents are engaged in a conference, **Block** immediately ends the conference, and the other agents are also notified. If you don’t see the ![Block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_block_icon_.png) icon in your console, contact your Salesforce admin to enable it. Only a Salesforce admin can unblock an IP address. # Boost Your Enhanced Bot with Structured Content Deliver richer bot conversations over enhanced Messaging channels and decrease service rep handle time with interactive, user-friendly structured content. Set up your enhanced bot to send a file, receive a file, or display an enhanced link. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
- **[Share an External App with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_custom.htm&release=264.0.0&type=5)** Use the custom messaging component to embed an app into bot conversations in enhanced Apple Messages for Business channels. Customers can access the app’s capabilities directly in the bot conversation. - **[Display an Enhanced Link in an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_link.htm&release=264.0.0&type=5)** Send a customized, interactive web page link over your enhanced channels with the enhanced link messaging component. - **[Send a File with Static Content from an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_file.htm&release=264.0.0&type=5)** Send a static file as a bot message. For example, send a PDF of a form or schedule for an event. Or send an image to help with instructions or troubleshooting. - **[Send a File with Dynamic Content from an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_dynamic_file.htm&release=264.0.0&type=5)** Send a dynamic file as a bot message. For example, fill in and send a personalized invoice related to an account. - **[Receive a File with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_file_inbound.htm&release=264.0.0&type=5)** Set up your enhanced bot to request and store a file upload from a customer, so you can reduce service rep handle time by collecting files before a service rep joins the conversation. For example, request documentation related to an insurance or other reimbursement claim. Or prompt a customer for additional information about a possible issue, such as a screenshot of an error message. - **[Ask a Question with Dynamic Options with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_dynamic.htm&release=264.0.0&type=5)** Create a question with rich options that are filled dynamically from the object and fields you specify. For example, ask customers to choose from a list of their recent orders or cases. Then with the help of an Apex class or flow, present options to your customer in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots. - **[Ask a Question with Static Options with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_question_static.htm&release=264.0.0&type=5)** Create a question with static options messaging component to quickly gather customer information. For example, create a question that asks customers to select a reason for reaching out to the bot. Then present your customers with predefined options in rich messaging formats that can include custom text, images, and buttons. For a plain text experience, use the non-messaging component Dynamic Question dialog step with enhanced and standard bots. - **[Schedule an Appointment with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_time_selector.htm&release=264.0.0&type=5)** Use the time selector messaging component with your bot to schedule appointments or deliveries within a bot conversation. The component works with an Apex class or flow to present customers with a selectable list of time slots and save their responses. - **[Asynchronous Messaging Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async.htm&release=264.0.0&type=5)** Asynchronous components include the authentication, form, and payment components. Customers don’t have to respond to these components right away in a bot conversation. # Bot Data Reference Guide A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots. ### Required Editions
View supported editions.
## Bot Entity Reference A junction record between bot sessions and bot events. | Bot Event Label | Definition | | --- | --- | | BotDefinition | The name of the bot. | | BotVersion | The version of the bot. | | ConversationDefinitionDialog | A dialog inside a bot version. | | ConversationDefinitionSession | A bot session. | | ConversationDefinitionSessionEngagement | A junction object between a Conversation Definition Session and the corresponding Conversation engagements for the session. | | ConversationDefinitionEventLog | Stores actions performed by the automated conversation runtime for user troubleshooting and analysis. | ## Conversation Definition Session A record generated with each bot session. This data is deleted after seven days.
Field Definition
Channel Type

The type of channel in the session.

Examples: Chat, Custom
Conversation Definition The 15-digit ID of the bot version associated with the session.
Conversation Definition Session ID The 15-digit ID of the session.
Has Error Logs Identifies whether the session includes an error event.
Hour The hour related to the record (0-23).
Integration Name The name of the external connection to the bot.
Integration Type

The type of external connection to the bot.

Example: API
Session Duration The time of the session in milliseconds.
Session End Type

The way that the session ended.

Examples: Ended by End User, Transferred, Session Timed Out, Error, Action, Other
Session Start Time The start date and time of the session.
Session Status

The status of the session.

Example: Ended
Session Transfer Result

If a transfer was initiated, the status of the transfer.

Examples: Transfer Successful, Transfer Failed, No Transfer Requested, No Agents Available
Session Transfer Target Type The destination of the transfer: Service Rep or Bot
Session Transfer Type

The origin of the request to transfer.

Examples: Bot Request, Implementation Error, Invocation Timeout, Insufficient Privileges
Was Session Engaged

Indicates whether a bot session is engaged (true) or not (false). The default is false.

An engaged session is a session in which a user sends at least one message or clicks at least one menu option or choice. In a bot-to-bot transfer, a session is considered engaged when a user interacts with at least one of the bots.
## Conversation Definition Event Log A record of the events that occur in a bot session, including actions the bot takes interacting with the user and further processing steps. This data is deleted after seven days.
   
ChannelType

The type of channel in the session.

Example: Chat
ConversationDefinition The ID of the bot version associated with this event log.
ConversationTurn The UUID of the conversation turn.
DialogDefinition The ID of the dialog associated with this event log.
EventDetails Contains details about NLP/ELU events.
EventLabel The description of the event log that shows up in the Performance Tab.
EventTarget

The enum or ID of the event target.

Example: Dialog ID
EventTargetType

The target type of the event log.

Example: Apex, Flow
EventTimestamp The timestamp of the event log.
EventUuid The 32-character UUID associated with this event log.
Language The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language.
LogLevel

The level of the event log.

Example: Debug, Info
LogType

The type of the event log.

Example: StartSession

PlannerInvalidAction: Logged when the planner attempts to execute an invalid or unsupported action during a conversation definition step or runtime step.

ResponseEvaluationMetric: Logged when a response evaluation metric is recorded for a model output, such as factuality or rubric-based scoring.
Parent The ID of the session associated with this event log.
PreviousEventLog The ID of the previous event log.
PreviousEventLogUuid The EventUuid of the previous event log.
StepDefinition The ID of the dialog step associated with this event log.
StepType

The type of the dialog step.

Example: Transfer
## Conversation Definition Dialog Daily Metrics A record of bot metrics by day for reporting over time.
Field Definition
Article The ID of the selected knowledge article.
ArticleName The title of the selected knowledge article.
BotDefinitionName The name of the bot.
BotVersionID The version number of the bot.
ChannelType

The type of channel in the session.

Example: Chat
ConversationDefinitionId  
DialogDefinition The 15-digit ID of the dialog.
DialogDefinitionName The name of the dialog.
DialogEntryPoint The number of entry points for a given dialog. Entry points are the mode by which a user entered a given dialog, inluding User Navigation, Rule Action, Dialog Next Step, and Intent Detection.
GoalName The name of an admin-defined goal that’s been reached by a user.
IntegrationName The name of the external connection to the bot.
IntegrationType

The type of external connection to the bot.

Example: API, Slack
Intent Label The name of the intent.
IsSuccessful A boolean field identifying the success or failure of an action if the metric type refers to an action that could fail.
Language The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language.
MetricDateTime The date the metric was logged.
MetricType

The type of metric logged.

Examples: Escalation, Exception, Cancel Dialog, Dialog Opened, Dialog Complete, Confusion, Choice Selected, Sessions Started, Action Executed, Sessions Ended, NLP Intent Called, Transferred, Goal Completed, Sessions Engaged
SessionEndType

Categorizes the way the conversation session ended.

Examples: Action, Ended By End User, Error, Other, Session Timed Out, or Transferred.
SessionTransferType

The origin of the request to transfer.

Examples: Bot Request, Implementation Error, Invocation Timeout, Insufficient Privileges
StaticChoiceValue The text of the static choice selection by the user.
Value

The value of the metric.

Example: If 20 bot sessions started in the last month, the Metric Type would be Sessions Started and the Value would be 20.
## Conversation Definition Dialog Hourly Metrics A record of bot metrics by hour for reporting over time.
Field Definition
Article The ID of the selected knowledge article.
ArticleName The title of the selected knowledge article.
BotDefinitionName The name of the bot.
BotVersionID The version number of the bot.
ChannelType

The type of channel in the session.

Example: Chat
DialogDefinition The 15-digit ID of the dialog.
DialogDefinitionName The name of the dialog.
DialogEntryPoint The number of entry points for a given dialog. Entry points are the mode by which a user entered a given dialog, inluding User Navigation, Rule Action, Dialog Next Step, and Intent Detection.
Goal Name The name of an admin-defined goal that’s been reached by a user.
Hour The hour related to the record (0-23).
IntegrationName The name of the external connection to the bot.
IntegrationType

The type of external connection to the bot.

Example: API, Slack
IntentLabel The name of the intent.
IsSuccessful A boolean field identifying the success or failure of an action if the metric type refers to an action that could fail.
Language The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language.
MetricDateTime The date and time the metric was logged.
MetricType

The type of metric logged.

Examples: Action Executed, Escalation, Exception, Cancel Dialog, Dialog Opened, Dialog Completed, Confusion, Choice Selected, Goal Completed, Sessions Started, Sessions Engaged, Sessions Ended, NLP Intent Called, Transferred.
SessionEndType

Categorizes the way the conversation session ended.

Examples: Action, Ended By End User, Error, Other, Session Timed Out, or Transferred.
SessionTransferType

The origin of the request to transfer.

Examples: Bot Request, Implementation Error, Invocation Timeout, Insufficient Privileges
StaticChoiceValue The text of the static choice selection by the user.
Value

The value of the metric.

Example: If 20 bot sessions started in the last month, the Metric Type would be Sessions Started and the Value would be 20.
## Conversation Definition Session Metric A record of bot metrics by session. This data is deleted after 180 days. | Field | Definition | | --- | --- | | ArticleChosenCount | The number of articles the end user selected inside a session. | | ChoiceSelectionCount | The total number of choices the end user selected inside a session, including static choices in questions and choices from the Main Menu. | | GlobalChoiceSelectionCount | The number of choices the end user selected inside a session from the Options Menu. | | InputMessageCount | The number of messages sent by the end user to the bot. | | InterruptedDialogCount | The number of dialogs where the end user chose to exit the dialog. Methods include selecting from the Options Menu or entering text that matches an intent. | | LastDialog | The 15-digit ID of the last visited dialog when the bot session ended. | | LastDialogName | The name of the last visited dialog when the bot session ended. | | NlpIntentRequestCount | The number of text inputs sent for intent matching. | | NlpIntentRequestHitCount | The number of text inputs with a successful intent match. | | OutputMessageCount | The number of messages sent by the bot to the end user. | | StartedDialogCount | The number of dialogs started inside the session. | | TransferWaitTime | Duration in seconds between the user requesting a transfer and a service rep accepting the transfer. | | WasSessionDropped | Identifies whether the session was dropped. | ## Event Log: List of Events A record created each time an event occurs in a bot session. This data is deleted after seven days. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Events that end with a colon include merged data specific to the event. | Level | Event | Description | | --- | --- | --- | | Debug | Initializing context variable: | The bot is accessing a context variable. | | Error | Error: | An error has occurred. | | Error | Invocation failed - errors: | The bot invoked a flow or Apex but there were errors. | | Error | Transfer failed: | The transfer failed. | | Info | Call dialog: | The bot called a dialog. | | Info | Clear Variable: | The bot used the Clear Variable Value dialog. The Variable Name is included in the event log. | | Info | Disambiguation process complete | The disambiguation process was completed. | | Info | ELU call failed | The ELU call failed. | | Info | ELU call successful | The ELU call succeeded. | | Info | End chat requested | The bot ended the chat. | | Info | End dialog: | The end of a dialog. | | Info | Entity extracted | The bot was able to successfully extract an entity. | | Info | Escalation requested | An escalation to a service rep was requested. | | Info | External entities extracted | The bot was able to successfully extract an entity from an external source. | | Info | External intents detected | The bot detected intents from an external source. | | Info | Feedback: | The user provided feedback indicating whether the knowledge article presented was useful. | | Info | GoalAchieved: | The user reached an admin-defined goal. | | Info | Intent detected successfully: | The bot was able to identify an intent. | | Info | Intent detection failed | The bot wasn’t able to identify an intent. | | Info | Invocation failed - errors: | The bot failed to invoke a flow or Apex. | | Info | Invocation successful: | The bot was able to invoke a flow or Apex. | | Info | Language | The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language. | | Info | Language changed from {0} to {1} | The selected language for the bot was changed from the original language to a different language. | | Info | Match found: | The bot was able to match an ELU intent, entity, or boolean extraction. | | Info | Message component sent: | An enhanced messaging component was sent to a user. | | Info | Message sent: | A message sent to a user. | | Info | No match found: | The bot was unable to match an ELU intent, entity, or boolean extraction. | | Info | Out of domain | The bot was unable to match an intent. | | Info | Prompt sent: | A question sent to a user. | | Info | Redirect to dialog: | The bot redirected to a dialog. | | Info | Rule condition evaluation | The bot is evaluating the user input based on the rule conditions. | | Info | Rule condition item result: False | The bot evaluated the user input based on the rule conditions and found it to not meet those conditions. | | Info | Rule condition item result: True | The bot evaluated the user input based on the rule conditions and found it to meet those conditions. | | Info | Search failed - errors: | The bot performed a search and encountered an error. | | Info | Search successful | The bot performed a search and was successful. | | Info | Sensitive data not available | This event shows when the “Store Einstein Bots conversation data” isn’t checked. | | Info | Session ended | The bot session ended. | | Info | Set Variable | The bot used the Set Variable dialog. The Variable Name is included in the event log. | | Info | Start dialog: | The start of a new dialog. | | Info | Start disambiguation process | The start of the disambiguation dialog. | | Info | Starting a new session | The bot is starting a new session. | | Info | Static choice selected | The user selected a static choice presented by the bot. | | Info | Transfer successful: | The transfer was successful. | | Info | Transferred from bot: | The conversation started with a bot transfer. | | Info | User response: | The response from the user. | | Info | User sent a file | The user sent a file. | | Info | Variable already filled: | The bot tried to enter data into a variable but it was already filled. | ## Aggregate Metrics The following fields are calculations used to generate aggregate metrics. Aggregate fields source data from event actions inside the session, which show up as events in the event logs. To learn more about an aggregate by a specific value, such as by bot or by channel, use aggregate groupings. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example **SessionsStarted** is an aggregate of the Event **Starting a new session**. You can view **SessionsStarted** all at once or by bot, bot version, or channel. | Aggregation | Event | Action | | --- | --- | --- | | AllELUCalled | ELU call | An ELU call was made. | | ArticleChosen | Article chosen | An article was chosen. | | ArticleFeedbackCount | Article feedback count | The total count of article feedback scores. | | ArticleFeedbackSum | Article feedback sum | The sum value of article feedback scores. | | CancelDialog | Dialog canceled | A dialog was canceled by the user. | | ChoiceSelected | User response | The static choice selected by the end user. | | CompletedGoalSession | Completed goal session | The user completes at least one admin-defined goal in the session. | | Confusion | Intent detection failed | The bot is unable to identify an intent from the end-user input. | | DialogCompleted | End dialog | A completed dialog that has run through all dialog steps. | | DialogOpened | Call dialog, Redirect to dialog, Start dialog | A dialog opened in a session, including calls and redirects. | | ELUBooleanExtracted | ELU boolean extracted | An ELU boolean was detected by the bot. | | ELUEntityCalled | ELU entity called | An ELU entity was detected by the bot. | | ELUIntentCalled | ELU intent called | An ELU intent was detected by the bot. | | Escalation | Escalation requested | A user requests a transfer or a bot encounters an error in a session. | | Exception | Error, Invocation failed - errors | A mid-session error. | | FailedTransferSession | Transfer failed | A transfer attempt failed. | | GoalAchieved | Goal completed | The user completed an admin-defined goal. | | NLPIntentCalled | Intent detected successfully, Intent detection failed | A request to the internal or external NLP system. | | SessionsEnded | Session ended | An ended session, by both the user and the bot. | | SessionsStarted | Starting a new session | A bot session starts. | | Transferred | Transfer failed or Transfer successful | Any transfer request. | # Brand a Salesforce Console in Salesforce Classic You can brand a console by adding a custom logo to its header and specifying colors for its header, footer, and primary tabs. ### Required Editions
User Permissions Needed
To define colors in the Salesforce console: Customize Application
1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Click Edit next to a console. 3. To add a custom logo, click **Insert an image**, and choose an image from the document library. 4. To specify a color, type a hex code in Header Color, Footer Color, or Primary Tab Color. For example, type #0000FF to define the header as blue. 5. Click **Save**. To verify that the correct colors display, view your console. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Defining header or footer colors is not yet available for the Metadata API. # Brand the Field Service Mobile App Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To customize branding colors: Customize Application
1. From Setup, enter Field Service Mobile Settings in the Quick Find box, and select **Field Service Mobile Settings**. 2. Click **Edit** next to the mobile settings configuration you want to modify, or **New** to set up a new settings configuration. Each configuration can be assigned to one or more user profiles. 3. Under Branding Colors, update the hex color code of each setting as needed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Each value must consist of the # symbol followed by six letters or numbers. 4. When you have entered values for every token you wish to modify, click **Save**. Users must log out and log in to the app to see changes to branding. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note iOS 13 and later app users can enable Dark Mode from their OS settings. However, this overrides the custom branding colors for some UI elements. ![Field Service Mobile App color mapping](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_color_mapping.png) | Token Name | Description | Default Value | | --- | --- | --- | | Navbar Background Color | The color of the top bar in the app. | #803ABE | | Navbar Inverted Color | The secondary color of the top bar in the app. | #FFFFFF | | Brand Inverted Color | The color of toasts and the contrast color for the floating action button. | #FFFFFF | | Feedback Primary Color | The color of error messages. | #C23934 | | Feedback Secondary Color | The color of success messages or progress icons. | #13C4A3 | | Feedback Selected Color | The color indicating the user’s current selection. | #FFFFFF | | Primary Brand Color | The color of non-interactive areas in the app. | #803ABE | | Secondary Brand Color | The color of interactive areas in the app. | #2A7AB0 | | Contrast Primary Color | The color of primary text. | #000000 | | Contrast Secondary Color | The color of secondary text. | #444444 | | Contrast Tertiary Color | The color of the icons on the settings screen and of primary lines that delineate different areas of the UI. | #9FAAB5 | | Contrast Quaternary Color | The color of some graphics and of secondary lines that delineate different areas of the UI. | #E6E6EB | | Contrast Quinary Color | The color of the background behind cards in the UI. | #EEEEEE | | Contrast Inverted Color | The color of card backgrounds in the UI. | #FFFFFF | #### See Also - [Add a Profile Tab Background Image in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_company_profile.htm&release=264.0.0&type=5 "Add a background image to customize the Profile Tab in the Field Service Mobile App.") - [Customize the Field Service Mobile App by User Profile](https://help.salesforce.com/s/articleView?id=service.mfs_settings.htm&release=264.0.0&type=5 "Assign unique configurations of mobile app settings to different user profiles to accommodate the needs of contractors, supervisors, and other app users.") - [Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5 "Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.") # Branding Elements Guide for Enhanced Chat Use branding tokens to match the look of your chat window to your website. Choose colors and fonts, and upload logos and avatars without any engineering effort. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Omni-Channel Flow and Messaging: Customize Application
To modify permission sets and profiles: Manage Profiles and Permission Sets
## Customize Colors, Fonts, Images, and Window Size Make your selections on the Embedded Service Deployment Settings page. Learn more about the selections that you can make further down in this help topic. 1. From Setup, in the Quick Find box, enter Deployments, and select **Embedded Service Deployments**. 2. To the right of your deployment, click the downward arrow, and select **View**. Click **Select Branding**. 3. Make your selections. See information about colors, fonts and images further down in this help topic. 4. Save your changes. 5. When you return to the Embedded Service Deployment Settings landing page, click **Publish**. ## Color Guide To select a color, click the dropdown and scroll through the color picker or enter a hex code into the # field. Save your changes and republish your deployment.
Colors Elements Example
Chat button and invitation colors
  • Text: The words inside the notification pop-up.
  • Background: The chat button and the notification pop-up.
  • Dismiss Invitation Button: The X on the notification pop-up
Chat button and New message pop-up with custom colors in place
Header colors
  • Background: The banner across the header.
  • Text and Navigation Icons: Header text,Minimize button, and Menu icon.
Chat header with custom colors in place
AI Agent and Service Rep colors
  • Message, Avatar, and Thumbnail Backgrounds: The text message bubble;; the Rep, Agent or Bot avatar if an image hasn't been uploaded; and the Enhanced link background.
  • Text: Text message; rep, agent or bot initials if an image hasn't been uploaded; Enhanced link text; and text in a Form Messaging Component.
  • Links: Links sent within the text message bubble by a rep, agent or bot.
rep-initiated text message bubble and avater with custom colors in place
End User colors
  • Message and Thumbnail Backgrounds: End-user-sent text message bubble; End-user-sent Enhanced link background; Form Messaging Component icon background; File Attachments Sent and File Attachments Sending notification backgrounds.
  • Text: End-user-sent message text; End-user-sent Enhanced Link text; label text for File Attachments Sent and File Attachments Sending notifications.
  • Links: A link sent by an end-user in a text message.
end-user-initiated text message bubbles with custom colors in place
Conversation Body colors
  • System Messages and Placeholder Text:System messages; conversation start timestamp; text information below the end-user text message bubble; placeholder text for the Send Message input field.
  • User Input Text and Static Labels: Input text for Send Message field; Input text for Pre-Chat form field; Field name and Terms and Conditions text for Pre-Chat form; progress indicator animation and text; arrow for jumping to bottom of chat thread; chat menu options; Carousel Messaging Component text; field name and field input text for Form Messaging Components; the file name of a pending file attachment.
Chat window with system messages, Send Message input text and chat menu options displayed with custom colors.
Footer
  • Send, Insert Emoji, and Add Attachments Icons: Add attachment, emoji picker, and Send Message buttons; Carousel Messaging Component Next arrow, Back arrow, and breadcrumb; Cancel button and sending animation for pending file attachment.
  • Input Text Outline:Send Message field outline; pending file transfer outline; file attachments in progress and file attachments sent outlines.
Chat Send Message field highlighted with custom colors. Attachment and Emoji action buttons with custom colors.
Badges and Buttons colors
  • Notification Badge:The missed messages icon on the chat button when you've scrolled back too far; or the button that takes you back to the most recent message in the thread.
  • Button Background: The background of the pre-chat start button; post-chat primary button; Form messaging component Next button; Forms messaging component progress bar; or the Forms messaging component Selected icon.
  • Button Text: The text of the pre-chat start button; the post-chat primary button; or the Forms messaging component Next button.
Start Conversation button on the Pre-Chat form with custom colors in place.
Notification badge with custom color in place.
Citations colors
  • Background: The background highlight of the source title.
  • Text:The link title of the citation source.
Citations sources with custom colors in place
## Font Guide Use any of these pre-defined fonts: Arial, Salesforce Sans, Georgia, Palatino Linotype, Times New Roman, Arial Black, Comic Sans MS, Impact, Lucinda Sans Unicode, Tacoma, Trebuchet MS, Veranda, Courier New, Lucinda Console. To use a custom font instead, first upload it as a [Static Resource](https://developer.salesforce.com/docs/atlas.en-us.210.0.pages.meta/pages/pages_resources_create.htm). Then select Custom Font from the Font dropdown menu. In the Custom Font Family Name field that appears, enter the name of the static resource. In the Font Size field, select small, medium or large. Here’s an example of a Chat header in Comic Sans in the three font sizes: | Size | Example | | --- | --- | | Small | ![Chat header with small font](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/font_small.png) | | Medium | ![Chat header with medium font](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/font_medium.png) | | Large | ![Chat header with large font](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/font_large.png) | After you customize your fonts, save your changes and republish your deployment. ## Image Guide Use an image hosting service, such as Github, to convert an image to a URL. Then add your URL to a field in the Images section. Save your changes and republish your deployment. | Image | Example | | --- | --- | | Service Rep | Appears to the left of a rep-initiated text message bubble. | | Bot and AI Agent | Appears to the left of a bot or AI-agent-initiated text message bubble. | | Logo | Appears in the chat header. | | Chat Button | Appears in the Chat Button. | ## Chat Window Dimensions Customize the Width and Height fields up to a maximum of 320px (width) by 480 px (height). Save your changes and republish your deployment. # Bring Your Own Carrier to Agentforce Contact Center Agentforce Contact Center is available globally to customers in 30+ countries via a Bring Your Own Carrier (BYOC) model. It delivers a resilient, high-quality voice solution designed for enterprise-grade reliability around the world. Bring your existing carrier relationships into Agentforce Contact Center (AFCC), preserving the commercial terms, SLAs, and regional coverage you've already negotiated. That flexibility extends to your phone numbers too - the ones you've printed on product boxes, embedded in marketing collateral worldwide, and those saved by your customers, stay exactly the same. Bring Your Own Carrier gives you the best of both worlds – the AI-first capabilities of Agentforce Contact Center, paired with the freedom to work with the voice carrier you already know and trust. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
- **[Considerations for Bring Your Own Carrier](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byocarrier_considerations.htm&release=264.0.0&type=5)** A list of technical and network requirements your carrier must meet for Bring Your Own Carrier trunks to interoperate reliably with Salesforce. Use it to configure signaling, encryption, and call-routing settings correctly from the start, so you can avoid dropped calls, failed connections, and misidentified tenants before they become support issues. - **[Set Up a Trunk](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_set_up_trunk.htm&release=264.0.0&type=5)** Define how calls flow between your carrier and Salesforce by setting up a trunk. The trunk connects your voice carrier to Salesforce through a Session Initiation Protocol (SIP) trunk, enabling seamless inbound and outbound calls in your contact center. Each trunk configuration securely stores the essential configuration—trunk details, authentication credentials, and routing endpoints—that defines exactly how calls flow between your carrier and Salesforce. - **[Add an External Number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_add_external_number.htm&release=264.0.0&type=5)** Connect your existing contact center number with Agentforce Contact Center. Administrators can onboard and manage external carrier numbers right alongside native telephony numbers, providing a single, unified interface for your voice infrastructure. - **[Manage External Number Details](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_manage_external_number.htm&release=264.0.0&type=5)** View and edit your number settings at any time. - **[Media Region Coverage](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_media_region.htm&release=264.0.0&type=5)** When you configure a trunk, the media region you choose determines which Salesforce Voice Point of Presence (VPOP) your trunk uses. A VPOP is basically the gateway where your call signals and audio pass through Salesforce's network. Select the media region closest to your carrier's infrastructure to reduce delay and improve call quality. - **[Compliance](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byocarrier_compliance.htm&release=264.0.0&type=5)** Understand your compliance responsibilities when using Bring Your Own Carrier trunks with Salesforce. For Bring Your Own Carrier numbers, both attestation and emergency services setup are your carrier's responsibility—coordinate with them directly to ensure compliance. # Broadcast Communications for IT Services Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Coordinate your incident and change communications with these key capabilities. - Omnichannel delivery: Reach everyone in one action through email, in-app, Slack, and Microsoft Teams, instead of posting the same update to each channel separately. - AI-drafted messages: Draft a clear, user-friendly update with AI, and review it before you send. - Targeted recipients: Notify the accounts and contacts that an incident or change request affects, and add specific users, groups, or queues when you need to. - Message history: Review every broadcast sent for a record—with its channel, recipients, subject, and message—on the Communications tab, and filter the history by channel. - **[Prerequisites for Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_prerequisites.htm&release=264.0.0&type=5)** Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use. - **[Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5)** Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests. - **[Send a Broadcast Communication from an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5)** Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast. # Build a Data Capture Flow Data Capture in the Field Service mobile app presents mobile workers with dynamic, responsive forms that work online or offline. You can apply conditions to control when a flow takes a specific decision. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To create and delete Data Capture flows and prime subflows for offline work: Manage Flows
To build a form with Data Capture, use the Data Capture flow in Flow Builder. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Data Capture relies on Briefcase Builder to prime records for offline use. Records that aren't primed by default, such as custom objects, must be added to the Briefcase Builder. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&language=en_US&type=5). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To let mobile workers pause a Data Capture form and resume it later, from Setup, go to Process Automation Settings and turn on Let users pause flows. This setting applies to all screen flows in your org, not just Data Capture flows. 1. In Setup, find and select **Flows**. 2. Click **New Flow**. 3. Find and select **Data Capture Flow**. 4. In Flow Builder, add a screen to your flow. 1. Click the ![Plus icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_plus.png) icon and select **Screen**. 2. In Screen Properties, enter a label and API name. The label is visible to mobile workers. ![New Screen in Data Capture Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_new_screen.png) 3. From Screen Components, click a component to add it to the form and define its properties. For example, add the Date component to let mobile workers input a date. See [Data Capture Flow Screen Components](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components.htm&release=264.0.0&type=5 "The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have fewer properties than standard screen components."). 4. Continue adding components and defining their properties. We recommend dividing long screens into multiple screens to improve usability and performance. 5. To organize complex data entry, add a **Section** component and arrange your components into columns. 6. To create precise layouts, select a component and set its style, width, and vertical alignment in the component properties. Component-level width and vertical alignment give mobile workers a consistent experience across the form. 7. Once you’ve completed the screen, click **Done**. 5. Click the + icon and add interaction, logic, and data elements to the flow as required. See [Build a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US). 6. Save the flow. 1. Click **Save**. 2. Define a label and API name for the flow and save your changes. 7. Activate the flow. # Build Agentforce Actions Create flows or Apex actions that the Agentforce Service agent uses to resolve customer issues and update the fulfillment status of service campaigns. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
User Permissions Needed
To build and manage Service Agents: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
To write, edit, or deploy Apex code To create and EDIT Apex classes and Triggers. Author Apex
Make sure you’ve turned on Agentforce Service agent in Setup. For more information, see [Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&type=5&language=en_US). Actions define the skills of your agent. To complete the fulfillment process, you build custom actions that perform tasks like resetting a device or checking order status. To track the progress of these interactions accurately, include the out-of-the-box Update Service Campaign Member Progress invocable action at the end of your fulfillment logic. This action updates the proactive dashboard to show the campaign status for the end user. 1. From Setup, in the Quick Find box, enter Flows and select **Flows**. 2. Click **New Flow** and select **Autolaunched Flow (No Trigger)**. 3. Build your custom fulfillment logic, such as querying an Event DMO or updating a record, using the serviceCampaignId and serviceCampaignMemberId context variables. 4. Add a **New Action** element to the end of your flow canvas and search for Update Service Campaign Member Progress. 5. Map the **serviceCampaignId** and the **contactId** to the action parameters. To find the correct contactId, read the value from the Service Campaign Member record associated with your session. 6. Save your flow and enter a unique name. 7. Click **Activate**. 8. From Setup, in the Quick Find box, enter **Agents** and select **Agentforce**. 9. Select your agent, select **Actions,** and then select **Add Action** to link your new flow to the agent library. 10. Save your changes to make sure the agent can run the new fulfillment skill. # Build an Einstein Conversation Mining Report Create Conversation Mining reports based on specific dates or fields on your channel record. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Conversation Mining reports:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Einstein Conversation Mining requires at least 2,500 records with an identifiable contact reason after the filters are applied to create a report. Einstein Conversation Mining excludes conversations without an identifiable contact reason, such as partial conversations with no business use case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Email-to-Case using the EmailMessage object requires at least 5,000 records. 1. To build a new Einstein Conversation Mining Report, click **New Report**. 2. Select a channel, give the report a name, and then click **Next**. We support and use data from these channels. To activate the channel options, verify that Chat, Email-to-Case, Enhanced Conversations, or Web-to-Case are enabled and that you have the channel licenses. - Chat - Email-to-Case - Enhanced Conversations (supports Apple Messages for Business, Custom Messaging Channel, Facebook Messenger, Line, Enhanced Chat, Plain Text, Voice (Contact Centers), and WhatsApp) - Web-to-Case 3. Define a date range for the report, and then click **Next**. Einstein Conversation Mining reports only consider data from the last two years. 4. Select **Include All Conversations** or **Segment Conversations**. For best results, filter out cases used for reasons other than customer support, such as internal support or issue tracking. Unsupported fields are automatically filtered out of the segmentation tool. We also don’t support segmentation for Enhanced Conversations reports. 5. Click **Build Report**. Your report builds in the background and is ready when the status changes to completed. The report build time depends on the size of your dataset, but most take around 24 hours. #### See Also - [Chat with Customers on Your Website](https://help.salesforce.com/s/articleView?id=service.live_agent_intro.htm&type=5&language=en_US) - [Send and Receive Emails with Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&type=5&language=en_US) - [Add Flexibility and Power with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&type=5&language=en_US) - [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&type=5&language=en_US) # Build and Activate Your Article Recommendation Model After you select data-rich fields from cases and knowledge articles, build and activate your article recommendation model. ### Required Editions
View supported editions.
User Permissions Needed
To use Einstein Article Recommendations: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can have only one article recommendation model at a time. If you save changes to an existing model and build it, the new model replaces the previous one. 1. From Setup, in the Quick Find box, enter Einstein Article Recommendations, and select **Einstein Article Recommendations**. 2. Confirm the case and knowledge article fields and languages that you selected for your model. Then, under Build Model, click **Build** | **Build Model**. Sit tight while the system builds your article recommendation model. This process can take up to 48 hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If Einstein finds that your cases and articles don’t contain enough high-quality data to ensure accurate article recommendations, a warning appears and you can’t activate your model. This can happen if too many fields on your cases or knowledge articles are blank, incomplete, or improperly filled out. The warning tells you how often the fields in your model were left blank. Use this information as a starting point to conduct a quality review of your knowledge based and recent cases. Or, boost your model’s data quality by choosing different case and knowledge fields for Einstein to learn from. Then rebuild your model. 3. After your model finishes building, click **Activate** to start showing recommendations to service reps. ![Activate button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_click_build.png) In the activation window, indicate whether to show recommendations to all Lightning Knowledge users or to specific users. If you choose to limit access to specific users, [assign them](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_give_agents_permission.htm&release=264.0.0&type=5 "By default, all Lightning Knowledge users see Einstein Article Recommendations in the Knowledge component. A Lightning Knowledge user is a standard user with the Knowledge User permission and read access to Knowledge articles in Lightning Knowledge. If you prefer, you can limit access to users of your choice.") the View and Act on Einstein Article Recommendations user permission. Einstein makes or refreshes article recommendations only when: - A case is created - A field included in your article recommendation model is updated on a case Cases that don’t fall into these two categories don’t receive new recommendations. If a new article is published, we know that it might not yet be attached to any cases. Don’t worry; within one day of publishing, Einstein reviews the new article and starts considering it for recommendation. To change which fields are included in your model, click **Edit Fields** on the Setup page. If you update your field selections, your model is discarded and you’re prompted to build a new one. If you’ve just activated your model, allow a few weeks to pass before you edit it. By then, you’ll understand how recommendations are working for your team. # Build and Manage Work Plans Create and maintain work plans by defining templates for work steps and work plans, and create work plan selection rules. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
First, you'll create a library of work step templates for individual tasks (1). Organize those step templates into work plan templates. You can create a library of work plan templates, such as a library of asset maintenance procedures (2), and then define rules that select the right plans for work assignments (3). When you create a work order or work order line item, your rules add a point-in-time copy of plans and their steps based on your rules. Also, you can generate work plans on existing work orders or work order line items (4). Your workers can then see what to do in the work plans that appear. Front-line workers can view the work plans on-site on their mobile app and back-office workers can view them on their desktops. As they perform steps, they can mark them as completed (5). ![Get Started Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_get_started.png) - **[Prepare for Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_before_you_begin.htm&release=264.0.0&type=5)** Create and design sample work plans in Field Service. - **[Create Work Step Templates](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_work_step_templates.htm&release=264.0.0&type=5)** Start by creating work step templates for the smallest individual units of work. - **[Create Work Plan Templates](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_work_plan_templates.htm&release=264.0.0&type=5)** Build work plan templates from your work step templates. - **[Manage Work Step Templates](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_manage_work_step_templates.htm&release=264.0.0&type=5)** Manage the work plan template entries that store the work step templates associated with your work plan template. - **[Create Work Plan Selection Rules](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_selection_rules.htm&release=264.0.0&type=5)** Add selection rules to automate how work plans are assigned to work orders. - **[Generate Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_generate_work_plans.htm&release=264.0.0&type=5)** Generate work plans automatically on work orders and work order line items. - **[Adjust Plans and Steps on Work](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_adjust_plans_on_work.htm&release=264.0.0&type=5)** Tweak work plans and work steps on a work order or work order line item. - **[Delete Work Plans and Steps](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_delete_plans_and_steps.htm&release=264.0.0&type=5)** If you modify a work plan, you can delete the previous plan and its steps on an existing work order or work order line item. # Build Assessment Questions Define the specific criteria that will be used to score reps. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To build assessment questions and forms: Quality Manager
Before you begin creating assessment questions and assessment forms, ensure that you have the Quality Manager permission set group assigned. These steps don't require an admin permission. 1. Go to the **OmniScripts** tab and click the **Discovery Framework Assessment**. 2. Select Usage Type as **Quality Management** and **Save**. 3. Or go to the **Assessment Questions** tab, click **New**. 4. Click **New Assessment Questions**, and provide these details: - Name: A unique name. - Data Type: Format of the answer input (for example, Picklist, True/False). - Category: Functional grouping (for example, Compliance, Professionalism). - Question Text: The evaluation question. - Active: Checkbox to make the form/question available for use. 5. Enter Score Options: - Option: The text label for an answer choice (for example, "Yes", "No"). - Score: A numeric value. - Description: A brief explanation of the score. 6. Save the changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Evaluation forms support only assessment questions that are Active and have the Score data type. - **[Generate Evaluation Form](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_generate_evaluation_form.htm&release=264.0.0&type=5)** Use OmniStudio to package your active questions into a functional evaluation script. # Build Data Capture Forms with Question Sets Create forms with the Data Capture Flow process type in Flow Builder. Add assessment questions, organize them into sets and categories, set properties and conditional logic, and preview questions without leaving Flow Builder. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
User Permissions Needed
To create a form with the Data Capture Flow process type: Field Service Standard
[Complete the setup required for Data Capture](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5 "Build Data Capture forms from Discovery Framework assessment questions in Flow Builder. Set up the framework, create assessment questions, build forms, and prime records for offline use."). A Data Capture screen can contain questions or components, but not both. If you add a component to a screen that already has questions, a message prompts you to remove the questions first. 1. From Setup, find and select **Flows**. 2. Click **New Flow**. 3. Select **Data Capture Flow**. 4. Add a screen element to your flow. 5. Enter a label and an API name for the screen element. 6. Select the **Questions** tab. The assessment questions that you created with Discovery Framework appear on the Questions tab. Questions are organized by set and category, so you can find the ones that belong to a checklist and add them in a logical order. 7. Drag the required assessment questions onto the flow canvas. To find the right questions quickly, use the search box in Flow Builder. After you add a question, preview it right away without leaving Flow Builder. Set properties and conditional logic for each question. With Data Capture Flow, you control whether a question is visible based on conditions. Use expressions to define these conditions. You can't use the output of other questions in these expressions. Instead, use external data sources or user profile information to manage question visibility. See [Define Conditions in a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build_logic_conditions.htm&type=5&language=en_US). For regulatory inspections, inspectors set the compliance status for each question, and a status marked as violating generates a Regulatory Code Violation record when the form is submitted. See [Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance.htm&release=264.0.0&type=5 "For regulatory inspections, Data Capture forms check work against regulatory codes, capture a compliance status for each question, and generate Regulatory Code Violation records automatically when a response is noncompliant."). 8. Click **Done**. To set values for the assessment record fields, use the assessment record variable. For example, to update the status of the assessment record to Completed after a mobile worker submits the form, edit the assessment record variable and mark it as Available for output. Then add an Assignment element to the flow, and use the assessment record variable in the Assignment element to set the assessment status to Completed. This approach makes sure that the assessment status is updated correctly after a mobile worker submits the form. 9. Save your changes. 10. Enter a flow label and an API name, and then save the flow. 11. Activate the flow. # Build Flows for the Field Service Mobile App Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
To run flows from the app: Run Flows
Creating flows for the Field Service mobile app uses the same [Flow Builder](https://help.salesforce.com/articleView?id=flow_builder.htm&language=en_US) you know and love. Here are some basic guidelines to follow. - Save your flows as the **Field Service Mobile Flow** type. - Include help text on each screen so that users understand what is expected of them. - Don’t ask more than one question per screen, especially if a screen involves picklists. Some special flows, like image upload flows and signature capture flows, are great additions to the Field Service mobile app. - **[Create a Flow to Capture Images in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5)** Create a flow that lets your team capture images from the Field Service mobile app. For example, make it easy for mobile workers to save photos of a customer’s asset before and after service. - **[Customer Signatures on Service Reports with a Flow](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5)** Using an app extension, you can add a final step to capture a customer’s signature at the end of a flow. #### See Also - [Flow Builder Tour](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) - [Flow Screen: File Upload](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_fileupload.htm&type=5&language=en_US) - [_Trailhead_: Customize User Settings](https://trailhead.salesforce.com/content/learn/modules/field-service-mobile/customize-user-settings) - [Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5 "Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed.") ## Create a Flow to Capture Images in the Field Service Mobile App Create a flow that lets your team capture images from the Field Service mobile app. For example, make it easy for mobile workers to save photos of a customer’s asset before and after service. 1. Build a flow with a Screen element that contains a File Upload component. An API name is generated when you label your flow. You need the API name to connect the flow to the Field Service mobile app. 2. Save your flow as the **Field Service Mobile Flow** type. You can now connect the flow to the Field Service app with an app extension or Quick Action, just like any other flow. ## Customer Signatures on Service Reports with a Flow Using an app extension, you can add a final step to capture a customer’s signature at the end of a flow. After you [build a flow](https://help.salesforce.com/articleView?id=flow_builder.htm&language=en_US), create an app extension with these settings, which don't affect the rest of your flow. When the mobile app detects the Service\_Report\_Flow name, it launches the Service Report preview interface when your flow is complete. - Label—Enter the text that you want to appear in the Actions tab. For example, My Service Report Flow. - Type—Select **Flow**. - Name—Enter Service\_Report\_Flow. - Scoped to Object Types—Enter ServiceAppointment. - Launch Value—Enter the API name of the flow that you want to conclude with signature capture. Because the API name of the service report flow is unique, you can have only one Service\_Report\_Flow at a time. # Build Forms by Using Discovery Framework Data Capture Flow Create personalized forms by using the Discovery Framework Data Capture Flow process type in Flow Builder. Use assessment questions from the Discovery Framework to customize your forms. Set properties, apply conditional logic, and hide questions as needed. Use the search and preview capabilities in the flow builder to quickly find and review questions, making sure that the forms meet your business needs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled
User Permissions Needed
To create a form with the Discovery Framework Data Capture Flow process type: Field Service Standard
Before you begin, [complete the setup required for Discovery Framework-based data capture](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5 "Build data capture forms by using assessment questions from Discovery Framework and Flow Builder. Associate these forms with work orders, work order line items, or service appointments to help your mobile workers collect data during field visits by using the Field Service mobile app."). 1. From Setup, find and select **Flows**. 2. Click **New Flow**, and then select **Start From Scratch**. 3. Click **Next**. 4. Select **Discovery Framework Data Capture Flow**, and then click **Create**. 5. Add a screen element to your flow. 6. Enter a label and an API name for the screen element. 7. From More, select **Questions**. ![Questions flow component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_flow_label_1.png) The assessment questions that you created using the Discovery Framework appear. 8. Drag the required assessment questions onto the flow canvas. You can quickly find the right assessment questions for your form by using the search box in Flow Builder. After you add a question, preview it right away without leaving Flow Builder. ![Discovery Framework assessment question](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_assmt_questions.png) You can also set properties and conditional logic for each question. With Discovery Framework Data Capture Flow, control whether a question is visible based on certain conditions. Use expressions to define these conditions. However, you can't use the output of other questions in these expressions. Instead, use external data sources or user profile information to manage the visibility of questions. See [Define Conditions in a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build_logic_conditions.htm&type=5&language=en_US). 9. Click **Done**. When you're creating a form using the Discovery Framework Data Capture Flow, use the assessment record variable to set values for the assessment record fields. For example, if you want to automatically update the status of the assessment record to Completed after a mobile worker submits the form, edit the assessment record variable and mark it as Available for output. ![Mark assessment record variable as Available for Output](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_assmt_rec_variable.png) Then, add an assignemnt element to the flow and use the assessment record variable in the assignment element to set the assessment status to Completed. ![Set assessment status by using the assessment record variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_set_assmt_var.png) By using this approach, you can make sure that the assessment status is updated correctly after a mobile worker submits the form. 10. Save your changes. 11. Enter a flow label and an API name, and then save the flow. 12. Activate the flow. #### See Also - [Define Conditions in a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build_logic_conditions.htm&language=en_US) # Build Repeating Shift Patterns Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time and job profile. Then build a pattern that lists the shift templates to use each day. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. Shift Scheduling and Workforce Engagement are available in Enterprise, Performance, and Unlimited Editions.
Your team can use the New from Pattern action to quickly create shifts from templates. First, you build the templates and shift patterns. ![Example 1: Daily Delivery Shifts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example 1: Daily Delivery Shifts Build a daily pattern of shift templates for your delivery workers. For example, a restaurant has a morning, afternoon, and evening delivery shift. First, add shift templates with the following details: | Template Name | Job Profile | Start Time | Duration | | --- | --- | --- | --- | | Delivery, Morning | Food delivery | 6:00 AM | 8 | | Delivery, Afternoon | Food delivery | 12:00 PM | 8 | | Delivery, Evening | Food delivery | 4:00 PM | 8 | Next, create a shift pattern. | Field | Value | | --- | --- | | Shift Template Name | Daily delivery shifts | | Pattern Length | 1 | For the shift pattern entries, add the morning, afternoon, and evening delivery shift templates. Because the pattern is for a single day, the Day Position is one for each of the templates. When the shifts are created, you can optionally assign a service territory and service resource to the shifts. You can’t assign multiple territories or resources, so we recommend keeping the patterns fairly simple. ![Example 2: Weekly Regular Hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example 2: Weekly Regular Hours Build a five- or seven-day pattern of shift templates for your regular hours. A hotel staffs a front desk clerk each day from 8:00 AM to 4:00 PM and from 4:00 PM to 12:00 AM. On Thursday, Friday, and Saturday there’s an extra shift from 12:00 PM to 8:00 PM. First, add shift templates with the following details: | Template Name | Job Profile | Start Time | Duration | | --- | --- | --- | --- | | Desk, Morning | Front desk | 8:00 AM | 8 | | Desk, Evening | Front desk | 4:00 PM | 8 | | Desk, Weekend Surge | Front desk | 12:00 PM | 8 | Next, create a shift pattern. | Field | Value | | --- | --- | | Shift Template Name | Front desk shifts, Weekly (Monday) | | Pattern Length | 7 | For the shift pattern entries, add the morning, afternoon, and weekend shift templates. - Add the morning shift seven times, iterating through the day positions 1 through 7. - Add the evening shift seven times, iterating through the day positions 1 through 7. - Because the pattern starts on Monday, add the weekend surge shifts for Day Position four, five, and 6. You now have a shift pattern that creates 17 shifts per week. - **[Create Shift Templates](https://help.salesforce.com/s/articleView?id=service.fs_shift_templates_create.htm&release=264.0.0&type=5)** Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time, and job profile. - **[Create Shift Patterns](https://help.salesforce.com/s/articleView?id=service.fs_shift_patterns_create.htm&release=264.0.0&type=5)** Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts from templates. # Build Service Catalog Actions (Beta) Set up and configure Service Catalog actions to resolve customer contact reasons with Agents. ### Required Editions
View supported editions.
User Permissions Needed
To create a Service Catalog Action in Agent:

Service Catalog Builder permission set

AND

Agentforce Default Admin permission set

AND

Prompt Template Manager permission set
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Catalog Agent actions are available for setup in the Agent Actions Setup page. Setup and use of Service Catalog actions in your self-service site and digital channels aren't available. Before you get started with Service Catalog actions: - Complete the general [Set Up Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_setup.htm&type=5&language=en_US). - Make sure you understand [How Service Catalog Works in Agents (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_operation.htm&type=5&language=en_US). Keep these important considerations in mind for Service Catalog actions. - Access: Standard Service Catalog actions are available only when you have Service Catalog enabled with the proper licensing and permissions for Service Catalog and Agents. See [Service Catalog in Agentforce (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5 "Learn the feature fundamentals and important permissions information."). - Standard Catalog Actions Setup: The Service Catalog actions we’ve provided you aren’t included in the Agent Actions page with the rest of the [Standard Agent Action Reference](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US). To access Service Catalog actions, you must install the sample catalog items, launch the Agent custom action guided setup, and select **Service Catalog Item** as the Reference Action Type. The actions associated with sample items are then available for selection in the Reference Action field. - Custom Catalog Actions Setup: All your published catalog items are populated in Reference Action field of the guided setup. You can choose which items to create actions for. ## Access the Sample Catalog Items Expedite your Agent setup for Service Catalog with the sample catalog items that resolve common contact reasons such as updating a phone number or email. Download the sample items with the provided URL and review the instructions for further installation guidance. [https://github.com/salesforce/service-catalog-copilot](https://github.com/salesforce/service-catalog-copilot) ## Set Up Standard Service Catalog Actions Take these steps to use the actions associated with the sample catalog items. 1. From Setup, in the quick find box, enter Agent Actions and then select **Agent Actions.** 2. From the Agent Actions page, click **+New Agent Action**. 3. From the Agent Actions setup window, in the Reference Action Type field, select **Service Catalog Item.** 4. From the Reference Action field, select one of these catalog actions. - Update Email - Update Phone Number - Open a Support Case 5. Optional: Edit the name of the label name and API name. 6. Click **Next**. 7. Optional: Edit the default action instructions, inputs, and outputs. - For information on each input and output setting, see [Create a Custom Action](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&type=5&language=en_US). - For editing the action instructions, see [Best Practices for Agent Action Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_instructions.htm&type=5&language=en_US). 8. From Outputs, select **Show in conversation**. 9. Click **Finish**. 10. Assign the action to your agent from the Agent Actions page, the record page for an action, or the Agent Action Library tab of the actions panel in the Agent Builder. To make changes, your agent must be deactivated. ## Set Up Custom Service Catalog Actions Take these steps to build custom actions for any of your catalog items with the custom action guided setup. All your published catalog items are automatically populated in the guided setup model, providing you an easy way to build actions for your entire catalog. Keep these considerations in mind. - Agent automatically executes your items that contain autolaunched flows as part of their fulfillment without additional setup. - Agent executes your catalog items that contain orchestration or screen flows when you turn on Catalog Items Sharing in the Catalog Settings setup page. 1. From Setup, in the Catalog Settings page, turn on Catalog Item Sharing. The item sharing setup window opens. 2. From the setup window, choose an Experience Cloud site or a custom site to enable item sharing. If you’re using an externally built site, provide a URL to the site that meets these requirements. - Format: https://www.mysite.com/catalog/:recordId - 1,000 characters or fewer 3. Save your work. 4. Review [Best Practices for Agent Action Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_instructions.htm&type=5&language=en_US). 5. [Create a Custom Action](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&type=5&language=en_US). # Build the Backend Automation This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select **Autolaunched Flow** (No Trigger). 3. Open the Toolbox and click **New Resource**. 4. Create a new resource with the following settings: Resource Type: Variable API Name: anchorEntityId Data Type: Text Check the box for Available for input. 5. Build the automation logic for your process. You can use the anchorEntityId variable to get the Case that was created when the user submitted the form. 6. **Save** and **Activate** the flow. # Build the Intake Form This task guides you through building the user-facing form for your service. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow** and select **Screen Flow**. 3. On the flow canvas, add a Screen element. 4. Design the screen with components to capture the required information from the user (e.g., a Text component for their username). Click **Done**. 5. Add an Action element to the canvas. 6. In the Action search box, find and select the Catalog Service you created in the previous task (e.g., Password Reset Service). 7. Under Set Input Values, map the variables from your screen components to the service's attributes. For example, map the output of the Email screen component to the UserEmail attribute. 8. Click **Done**. 9. **Save** and **Activate** the flow. # Build Your Agentforce for Field Service Mobile Experience Review the standard subagents and create your own as needed. Add standard or custom agent actions to your subagents according to your business needs. ### Required Editions
Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Field Service add-on. Also available in Einstein 1 Field Service Edition.

To purchase the Einstein for Field Service add-on, contact your Salesforce account executive.

Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.
Setup for Einstein generative AI is available in Lightning Experience.
Setup for Agentforce is available in Lightning Experience.
The Field Service core features and managed package are available in Enterprise, Performance, Unlimited, and Developer Editions.
To access Field Service mobile work template, users need the Agentforce Employee Agent add-on license.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Consider the limitations of an LLM when developing your custom action use cases. Generative AI results can vary. For example, LLMs struggle with mathematical operations. If you’re building a custom action that performs mathematical operations, consider using a preexisting field, formula field, flow, or Apex to do the math and then return the results to the prompt. - **[Example: Create a Field Service Product Order with Agentforce](https://help.salesforce.com/s/articleView?id=service.fs_einstein_copilot_example_product_order.htm&release=264.0.0&type=5)** Placing a product order can be cumbersome. With Agentforce, you can create a flow that triggers an agent subagent to place the product order for you. #### See Also - [Customize Your Agents with Subagents and Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_actions.htm&type=5&language=en_US) # Build Your Autonomous Scheduling Experience in the Legacy Agentforce Builder In addition to the standard solutions that Autonomous Scheduling includes, you can also build your own experience. This section contains examples of how autonomous scheduling can be used to meet your business needs, but the options are endless. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
- **[Example: Connect the Scheduling Agent to Email in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_email_blueprint.htm&release=264.0.0&type=5)** By default, email isn’t supported for Autonomous Scheduling agent conversations. This example explains how you can set up your agent to connect to email. - **[Example: Handle Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence.htm&release=264.0.0&type=5)** Let mobile workers communicate with Agentforce in Slack or from the Field Service mobile app to update that they’ll be absent. Agentforce then adds a resource absence to the Gantt, and assigns their appointments to other mobile workers. For appointments that can’t be reassigned, Agentforce reaches out to the customers to rebook the appointments. # Build Your Einstein Classification Model After you configure the predictive model, its status changes to Ready to Build. Check your Fields to Predict and build your model. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
As Einstein completes learning for each field, the model’s owner is notified about build progress. To check if the build is completed, visit the Einstein Classification Setup page. 1. To build a model, on the Setup page, select the model name. ![Classification Models list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_multi_model.png) 2. Click the model’s **Setup** tab. 3. The Fields to Predict section lists the fields whose values Einstein predicts. To remove a field from the model, click **Remove** in the field’s action menu. To add fields, click **Edit** under Configure Data. ![Fields to predict section with edit and remove actions highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_edit_fields_to_predict.png) 4. Build the model. Einstein starts analyzing your closed cases and building the model for the fields you selected. Depending on your case volume and the number of fields that you selected, building the model can take a few hours. The process runs in the cloud, and won’t impact performance for your agents. We notify the model’s owner as Einstein completes learning for each predicted field. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can’t pause a model build, but you can update the model’s settings after it’s built. To add more fields later, edit the model, add the fields, and then rebuild. After the model finishes building, you can configure each field’s prediction settings. Then, activate the model to start showing recommendations in the Service Console. After the initial build date, Einstein retrains your model every 30 days. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can’t copy a built model into multiple orgs. Each model is unique because it’s trained on your orgs data set. # Build Your Knowledge Base in Lightning Experience Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects. ### Required Editions
Available in Lightning Experience. View supported editions.
New Salesforce orgs use Lightning Knowledge automatically. If you're using Knowledge in Salesforce Classic, a migration tool helps you move to Lightning Knowledge. After you set up your knowledge base, service reps can generate article drafts from records with [Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Enabling Lightning Knowledge changes your org's data model to use record types rather than article types. After you enable Lightning Knowledge, you can't disable it. Before enabling Lightning Knowledge, orgs with multiple articles types require data migration to consolidate article types. Test in a sandbox or trial org before enabling in production. - **[Plan Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing_lex.htm&release=264.0.0&type=5)** It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues. - **[Get Started with Enterprise Knowledge (Generally Available)](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_about.htm&release=264.0.0&type=5)** Use Salesforce Enterprise Knowledge, powered by Data 360, to unify all your organizational knowledge and modernize your knowledge experience. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. Enterprise Knowledge enhances the Service Cloud knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge. - **[Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5)** After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps. - **[Lightning Knowledge Limitations](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_limitations.htm&release=264.0.0&type=5)** Welcome to your handy guide to the way things work—or don’t—in Lightning Knowledge. Keep these considerations in mind whether you’re starting fresh or making the switch to Lightning Knowledge. - **[Knowledge Release Updates](https://help.salesforce.com/s/articleView?id=service.knowledge_release_update_summer23.htm&release=264.0.0&type=5)** Learn about Knowledge release updates and how to enable and configure them. - **[Set Up Lightning Knowledge with a Guided Setup Flow](https://help.salesforce.com/s/articleView?id=service.service_setup_knowledge.htm&release=264.0.0&type=5)** The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal or integrated into a public Experience Cloud site, your knowledge base is an extension of your service website. Turn on Lightning Knowledge, select article authors, and make a few data category groups. Build the momentum by configuring page layouts, record types, and processes. - **[Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5)** Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types. - **[Set Up and Configure Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_set_up.htm&release=264.0.0&type=5)** Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process. # Build Your Knowledge Base in Salesforce Classic Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To enable Salesforce Knowledge: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Not sure if you heard… Knowledge is available in Lightning Experience! To save yourself time and enjoy the full power of the Salesforce platform, we recommend getting started with [Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&release=264.0.0&type=5 "Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects."). Going forward, new features are available exclusively in Lightning Knowledge. To ensure that your organization has Knowledge User licenses, from Setup, enter Company in the Quick Find box, then select **Company Information**. Knowledge User licenses are listed near the bottom of the page, in the Feature Licenses related list. To ensure that you are a Salesforce Knowledge user, from your personal settings, enter Personal in the Quick Find box, then select **Personal Information**. The Knowledge User checkbox is in the second column of the User Detail section. To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select **Knowledge Settings**. Confirm that you want to enable Salesforce Knowledge and click **Enable Knowledge**. If your org doesn’t have an article type, a default article type is created. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you enabled Knowledge before Spring ’16 you must create an article type first. After the Spring ‘16 release, you no longer need to create an article type first. - **[Plan Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing.htm&release=264.0.0&type=5)** It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues. - **[Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5)** Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication. - **[Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5)** Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles. - **[Set Up the Knowledge One Widget](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_setup.htm&release=264.0.0&type=5)** Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case. - **[Articles or Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_articles.htm&release=264.0.0&type=5)** Find out which Salesforce Knowledge tab you are using and what you can do on each. - **[Example Apex for Submitting Articles from Cases](https://help.salesforce.com/s/articleView?id=service.knowledge_caseclose_apex.htm&release=264.0.0&type=5)** If your organization allows customer-support reps to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles. To do so, create an Apex class and assign it to the case article type using the example below as a guide. - **[Use Videos from Any Provider with a Custom Visualforce Page](https://help.salesforce.com/s/articleView?id=service.knowledge_admin_tricks_examples_videos.htm&release=264.0.0&type=5)** Using a custom Visualforce page and the HTML editor, you can insert videos from any provider into your Salesforce Knowledge articles. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) # Build Your Recommendation Model After you enable Einstein Reply Recommendations, you can build your model if you have enough closed chats. ### Required Editions
View supported editions.
User Permissions Needed
To build the Einstein Reply Recommendations model: Customize Application
1. From Setup, in the Quick Find box, enter Einstein Reply Recommendations, and then select **Einstein Reply Recommendations**. 2. On the Einstein Reply Recommendations Setup page, click **Let’s Go**. If you don’t have [enough closed chats](https://help.salesforce.com/s/articleView?id=service.reply_rec_prepare.htm&release=264.0.0&type=5 "Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license.") to build a model, you get a message here. 3. To let Einstein analyze your chat data and generate a list of replies, click **Build Model**. ![Build your reply recommendations model.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_build.png) Einstein creates two models from this initial build. One identifies potential reply templates from past chats and service rep utterances. A second model identifies data patterns in live chats and then recommends that reply to service reps in real time. After the initial build, each month Einstein retrains the model that recommends replies to your service reps in real time. To see your last build date, in the Einstein Reply Recommendations page in Setup, select **Model Setup**. ![Check for the last build date highlighted under the Model Setup tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recommendations_last_build.png) # Building Your Service Catalog Site Build the pages and configure the components that comprise the Service Catalog site. ### Required Editions
View supported editions.
There are three setup pathways for you to build your Service Catalog site: Aura Setup Pathway, LWR Setup pathway, and Alternative Setup Pathway. The pathways guide you through creating and configuring the necessary pages and components that make up the Service Catalog site based on your selected framework. To choose which framework is best for your business purposes, review the Experience Cloud documentation that outlines the difference between the Aura and LWR frameworks. To integrate Service Catalog with sites alternative to Experience Cloud, such as Salesforce and externally built sites, see the Alternative Sites Setup Pathway. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Each setup pathway is based on the catalog categorization method you chose. Catalog categories are supported only on Aura. Data Categories are supported only on LWR. 1. **[Aura Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_site_aura_setup.htm&release=264.0.0&type=5)** Take the Aura setup pathway to set up your Service Catalog Site using the Aura framework. 2. **[LWR Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_setup.htm&release=264.0.0&type=5)** Take the LWR setup pathway to set up your Service Catalog Site using the LWR framework. 3. **[Alternative Sites Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_site_alt_setup.htm&release=264.0.0&type=5)** Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites. #### See Also - [_Salesforce Help_: Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US) - [_Salesforce Help_: Find Your Way Around Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_designer_ui.htm&type=5&language=en_US) - [_Salesforce Help_: Service Catalog Site Resource Hub](https://help.salesforce.com/s/articleView?id=service.svc_site_resources.htm&release=264.0.0&type=5 "Resources are available to help you understand the relationship between Experience Cloud and the Service Catalog site.") - [_Salesforce Help_: Setting Up Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_setup_intro.htm&release=264.0.0&type=5 "Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.") # Bulk Macros A bulk macro is a macro that runs on multiple records at the same time. Bulk macros let support reps quickly address spikes in customer cases involving the same issue. Macros must meet certain criteria to run as bulk macros. ### Required Editions
View supported editions.
Bulk macros are supported in: - Email Publisher in Case Feed on the Salesforce Console for Service - All Quick Actions except for Social Quick Actions Bulk macros aren't supported in: - Salesforce Knowledge actions - Experience Cloud actions - Social post actions - Email templates, attachments, and merge fields in Lightning Experience - “Add” and “Insert” instructions (such as the Add to Subject instruction, Add Logic, or the Insert into HTML Body instruction for the Email Publisher) - “Close Tab” instruction If the bulk macro interacts with the Email Publisher, it can contain only use one Email Publisher action. Bulk Macros run only from the case record home page and list view for SendEmail type quick actions, and don't run at all on a split list view. Bulk macros are restricted to 200 cases when run from the list view. If a quick action targeted by the bulk macro contains a read-only field, the macro fails. This failure occurs even if none of the instructions target the read-only field. A bulk macro must contain at least one Submit Action instruction. Bulk macros aren’t supported for Date fields set to a relative date. - **[Create a Bulk Macro](https://help.salesforce.com/s/articleView?id=service.macros_create_bulk.htm&release=264.0.0&type=5)** This example shows you how to create a bulk macro that sends an email to the contact person for the selected customer cases. - **[Tips for Creating Bulk Macros](https://help.salesforce.com/s/articleView?id=service.macros_tips_for_bulk_macros.htm&release=264.0.0&type=5)** The key to successfully using bulk macros is to select the right records to run the macro on. Support reps can filter the list views to identify which records to select. - **[Run a Bulk Macro on Multiple Records](https://help.salesforce.com/s/articleView?id=service.macros_run_bulk.htm&release=264.0.0&type=5)** You can run a bulk macro on only one record at a time, or you can run it on multiple records at the same time. Use bulk macros to quickly address similar customer cases or records. # Bulk-Add Assets to a Disposal Order Select multiple retired or end-of-life devices to add them to a disposal order. This action creates disposal order line items and updates asset statuses, reducing manual administrative effort. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To run bulk disposal Batch Management User permission, Standard Asset Create, Read, Update, and Delete (CRUD) permissions, Flow invocation permissions
Before you initialize a bulk disposal, verify that: - Target assets are in **Retired** or **In Stock** status. - Assets aren't active line items in another disposal order. - A destination disposal order exists in the system. 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. From **List Views**, select **All Assets**. 3. Filter and select records to dispose of. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To process up to 200 records, select records from the list view. If a transaction involves more than 200 assets, select **Run Bulk Action** to upload a CSV file containing up to 10,000 asset IDs. 4. Select **Dispose Assets**. 5. Review the data table to confirm that selected assets are eligible. 6. Select **Submit**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After submission, the system validates each asset and links it to the specified disposal order. The framework changes successfully processed items to **Pending Disposal** status. # Call Center Definition Files A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). By default, any CTI adapter installation package includes a default call center definition file that works specifically with that adapter. This XML file is located in the adapter installation directory and is named after the CTI system that it supports. For example, the Cisco IPCC Enterprise™ adapter's default call center definition file is named CiscoIPCCEnterprise7x.xml. The first instance of a call center for a particular CTI adapter must be defined by importing the call center definition into Salesforce. Subsequent call centers can be created by cloning the original call center that was created with the import. If your organization modifies an adapter or builds a new one, you must customize the adapter's call center definition file so that it includes any additional call center information that is required. For example, if you are building a CTI adapter for a system that supports a backup server, your call center definition file must include fields for the backup server's IP address and port number. CTI adapters for systems that don’t use a backup server don’t need those fields in their associated call center definition files. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note When a call center definition file has been imported into Salesforce, the set of fields that were specified in the file cannot be modified. The values assigned to those fields, however, can be changed within Salesforce. See the following topics for information about creating and importing a call center definition file: - To create a call center definition file for a custom CTI adapter, see [Creating a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics."). - To view a sample call center definition file, see [Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5 "A XML code example of a call center definition file."). - To import a call center definition file into Salesforce, see [Importing a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5 "To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce."). #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Clone a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_clonecc.htm&release=264.0.0&type=5 "To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one
that includes elements in every call center definition file.") - [Specifying Values for Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName , whose value must always be specified in a call center definition file, you can specify values either in the call center definition file or in Salesforce once the definition file has been imported.") # Call Center Definition XML Format A call center definition file consists of three XML elements: `callCenter`, `section`, and `item`. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). The following list provides details about the properties and attributes of each element: - `callCenter` This element represents a definition for a single call center phone system. At least one `` element must be included in every call center definition file. A `` element consists of one or more `
` elements. - `section` This element represents a grouping of related data fields, such as server information or dialing prefixes. When a call center is edited in Salesforce, fields are organized by the section to which they are assigned. A `
` element belongs to a single `` element, and consists of one or more `` elements. Attributes:
Name Type Required? Description
sortOrder Positive Integer Required

The order in which the section appears when the call center is edited in Salesforce. For example, a section with sortOrder="1" comes just before a section with sortOrder="2".

The values for sortOrder must be non-negative integers, and no numbers can be skipped within a single call center definition. For example, if there are three section elements in a call center definition file, one <section> element must have sortOrder="0", one <section> element must have sortOrder="1", and one <section> element must have sortOrder="2".

name String Required

The internal name of the section as defined in the Salesforce database. You can use this value to refer to the section when writing custom adapter or SoftPhone code.

Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each.

Names beginning with req are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes). Other reserved words that cannot be used for the name attribute include label, sortOrder, internalNameLabel, and displayNameLabel.

label String Optional The name of the section when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to 1000 characters each.
- `item` This element represents a single field in a call center definition, such as the IP address of a primary server or the dialing prefix for international calls. When call centers are edited in Salesforce, each `` element is listed under the section to which it belongs. You can have multiple `` elements in a `
` element. Attributes:
Name Type Required? Description
sortOrder Positive Integer Required

The order in which the item appears when the call center is edited in Salesforce. For example, an item with sortOrder="1" comes just before an item with sortOrder="2".

The values for sortOrder must be non-negative integers, and no numbers can be skipped within a single call center definition. For example, if there are three item elements in a call center definition file, one <item> element must have sortOrder="0", one <item> element must have sortOrder="1", and one <item> element must have sortOrder="2".

name String Required

The internal name of the item as defined in the Salesforce database. You can use this value to refer to the item when writing a custom adapter or SoftPhone code.

Names must be composed of only alphanumeric characters with no white space or other punctuation. They are limited to 40 characters each.

Names beginning with req are reserved for required Salesforce sections only (see Required Call Center Elements and Attributes). Other reserved words that cannot be used for the name attribute include label, sortOrder, internalNameLabel, and displayNameLabel.

label String Optional The name of the item when viewed in Salesforce. Labels can be composed of any string of UTF-8 characters. They are limited to 1,000 characters each.
#### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Create a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one
that includes elements in every call center definition file.") - [Specifying Values for Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName , whose value must always be specified in a call center definition file, you can specify values either in the call center definition file or in Salesforce once the definition file has been imported.") - [Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5 "A XML code example of a call center definition file.") # Call Center Fields All call centers include these required fields, though additional fields can be available depending on the content of the call center definition file that was used to create the call center. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). | Field | Description | | --- | --- | | Internal Name | Represents the unique identifier for the call center in the database.Internal Namemust be composed of no more than 40 alphanumeric characters with no white space or other punctuation. It must start with an alphabetic character and must be unique from theInternal Nameof all other call centers defined in your organization. When a value for Internal Name has been saved for a call center, it can’t be changed. | | Display Name | Represents the name of the call center as displayed in Salesforce. It must have a `sortOrder` value of `1`. Display Name has a maximum length of 1,000 UTF-8 characters. | | Description | Represents a description of the call center. Description has a maximum length of 1,000 UTF-8 characters. | #### See Also - [Display and Edit a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_editcc.htm&release=264.0.0&type=5 "A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.") - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.") # Call Customers on the Phone Phone calls are one of the easiest ways to reach your customers. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). A Salesforce administrator sets up a call center that integrates existing telephone systems with Salesforce. After this integration is set up, the admin adds users to the call center. Once it’s all done, Salesforce users can make telephone calls right from Salesforce. - **[What’s a Softphone?](https://help.salesforce.com/s/articleView?id=service.cti_softphones_intro.htm&release=264.0.0&type=5)** A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin. - **[Answer a Call Using a Softphone](https://help.salesforce.com/s/articleView?id=service.cti_answeringacall.htm&release=264.0.0&type=5)** When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call. - **[Make a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5)** In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial. - **[Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5)** The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console. # Can I view more than one Agent console? No. You can only view one Agent console. However, your administrator can customize many different Agent console layouts to display a variety of objects in the Agent console's list view, and then assign those console layouts to different user profiles to satisfy business needs for different users. # Can My Bots Sound like My Company? Every company has a “voice.” Banks and investment companies sound different from toy companies, which sound different from cosmetic companies...you get the idea. ### Required Editions
View supported editions.
You want your bot to reflect your company's brand, which means you must consider the language and tone your bot uses. In a contact center, service reps get trained on the company-specific ways to address customers. And guess what? You can “train” your bots to sound like your support reps instead of like machines. Here’s an example: | Company Style | Sample Greeting | | --- | --- | | Default bot greeting | “Hi! I’m your helpful bot.” | | Formal company bot | “Hello, Ms. Smith. How can we help you?” | | Rad company bot | “Hi, Janet! What’s cookin’ today?” | We’re exaggerating, of course. But even by customizing your initial greeting, you can make your bots sound like your company from the get-go. This plays out in more detailed ways. One key thing you write when building your bots are bot’s messages. They can be customized to match your company’s voice and tone. So even though you don’t pretend that your bots are humans, you can make them sound an awful lot like your support reps! Want some more ideas? Check out how we at Salesforce create our voice in our [Writing Style Trailhead module](https://trailhead.salesforce.com/en/modules/writing_style), and our corporate [style guide](https://www.salesforce.com/styleguide/copy/voice-tone/). # Capacity Plan Glossary To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. ### Required Editions
Supported Editions for Frontline Workforce Management
Term Definition
Service Territory

Service territory represents a functional grouping of workers.

You select a service territory when you create a workload history. If you create a forecast or capacity plan, it references that service territory.
Job Profile A job profile represents the expertise needed for the work and defines the skill requirements for your shifts.
Average Handle Time The average length of time it takes for a customer and worker interaction, per job profile.
Service Resource A worker who is available to be scheduled. Each service resource is mapped to a Salesforce user. Each user has one service resource record of type worker.
# Capacity Plan Glossary To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. ### Required Editions
Supported Editions for Workforce Engagement Management
Term Definition
Service Territory

Service territory represents the location of your contact center or a functional grouping of agents.

You select a service territory when you create a workload history. If you create a forecast or capacity plan, it references that service territory.
Job Profile A job profile represents the expertise needed for the work. In an Omni-Channel queue-based routing workflow, you map a job profile to queues. If you're using a Non-Omni workflow, your job profiles define the skill requirements for your shifts.
Shrinkage The percentage of time that an agent doesn’t work during a shift. Shrinkage represents time for breaks, lunch, training, or meetings. A unique shrinkage percentage is set for each job profile that’s added to a capacity plan.
Work Units A measurement of time and effort spent doing work. A work unit maximum is set per job profile. For example, if the maximum is five, a case is two work units, and a chat is one work unit, the following are possible for this job profile: Five chats at the same time. Two cases and one chat at the same time. Or one case and three chats at a time.
Average Handle Time The average length of time it takes for a customer and agent interaction, per job profile. If your workload history includes average handle times, we use those times in building a capacity plan. In a non-Omni workflow, if your workload history lacks average handle times, we use the default average handle times that you specify for each channel-skill-custom combination.
Service Level Agreement A KPI driven from the upper level of business, such as the percentage of cases that you want your team to answer in a certain amount of time, regardless of channel. Create a service level agreement for each job profile. The higher your service level agreement percentage, the more agents you want to staff.
Service Resource A contact center agent who is available to be scheduled. Each service resource is mapped to a Salesforce user. Each user has one service resource record of type agent.
Sync A checkbox that indicates whether a channel is synchronous or asynchronous. A synchronous channel is a live interaction, like a phone call. An asynchronous channel is an interaction that starts and stops several times before the case is closed. For example, it can take several days to close out an email interaction with a customer because of the pause as each party replies to the email thread. The more synchronous channels in your capacity plan, the more shifts you're advised to schedule.
# Capacity Plans Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements.. ### Required Editions
Supported Editions for Frontline Workforce Management
User Permissions Needed
To view, create, and edit workload histories and intelligent forecasts, and to view and create capacity plans: Workforce Management Analyst
To view capacity plans, and to create shifts from a capacity plan: Workforce Management Planner
## Learn about Short-term Plan The dashboard shows the estimated number of reps needed, available staff, and assigned shifts for the time frame defined in the short-term plan. - **Staff Required** The total number of staff required for the forecasted workload by job profile and service territory. When the number of job profiles increases, Staff Required increases. That’s because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, an increase in job profiles can result in a jump in the number of staff required. ## Dashboard Considerations The data breakdown includes a row for each time interval even if there are no required, available, or assigned staff or FTEs predicted for that interval. Each interval has one or more rows according to the number of shift templates for the interval. In addition, there’s a row for each shift in the interval without a template. - [Admin Checklist for Capacity Plan Setup](https://help.salesforce.com/s/articleView?id=service.fwm_configure_capacity_planning_1.htm&release=264.0.0&type=5 "Format your data so that your team can create a capacity plan."): Format your data so that your team can create a capacity plan. - [Capacity Plan Glossary:](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_glossary.htm&release=264.0.0&type=5 "To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.") To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. - [Create a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_glossary.htm&release=264.0.0&type=5 "To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps."): Create a short-term capacity plan to predict how many shifts you need to provide coverage. - Export Your Capacity Plan:Export your capacity plan as a CSV file. - **[Admin Checklist for Capacity Plan Setup](https://help.salesforce.com/s/articleView?id=service.fwm_configure_capacity_planning_1.htm&release=264.0.0&type=5)** Format your data so that your team can create a capacity plan. - **[Capacity Plan Glossary](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_glossary.htm&release=264.0.0&type=5)** To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. - **[Create a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.fwm_create_capacity_plan.htm&release=264.0.0&type=5)** Create a short-term capacity plan to predict how many shifts you need to provide coverage. - **[Export Your Capacity Plan](https://help.salesforce.com/s/articleView?id=service.fwm_export_capacity_plan.htm&release=264.0.0&type=5)** Export your capacity plan as a CSV file. #### See Also - [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.") - [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.") - [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.") - [Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5 "A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.") - [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.") # Capacity Plans Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements.. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To view, create, and edit workload histories and intelligent forecasts, and to view and create capacity plans: Workforce Engagement Analyst
To view and create capacity plans, and to create shifts from a capacity plan: Workforce Engagement Planner
## Learn about Short-term Plan The dashboard shows the estimated number of reps needed, available staff, and assigned shifts for the time frame defined in the short-term plan. - **Staff Required** The total number of staff required for the forecasted workload by job profile and service territory. When the number of job profiles increases, Staff Required increases. That’s because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, an increase in job profiles can result in a jump in the number of staff required. ## Dashboard Considerations The data breakdown includes a row for each time interval even if there are no required, available, or assigned staff or FTEs predicted for that interval. Each interval has one or more rows according to the number of shift templates for the interval. In addition, there’s a row for each shift in the interval without a template. - [Admin Checklist for Capacity Plan Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_capacity_planning_1.htm&release=264.0.0&type=5 "Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow."): Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni-Channel workflow. - [Capacity Plan Glossary:](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_glossary.htm&release=264.0.0&type=5 "To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps.") To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. - [Create a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_glossary.htm&release=264.0.0&type=5 "To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps."): Create a short-term capacity plan to predict how many shifts you need to provide coverage. - Export Your Capacity Plan:Export your capacity plan as a CSV file. - **[Admin Checklist for Capacity Plan Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_capacity_planning_1.htm&release=264.0.0&type=5)** Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow. - **[Capacity Plan Glossary](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_glossary.htm&release=264.0.0&type=5)** To make sense of all the data going into your capacity plan, read this glossary. Refer to it as you move through the plan setup steps. - **[Create a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_capacity_plan.htm&release=264.0.0&type=5)** Create a short-term capacity plan to predict how many shifts you need to provide coverage. # Capture Customer Voice Messages in an Omni-Channel Flow Allow callers to leave short voice messages when requesting callbacks during off-hours or busy periods. The system records, transcribes, and summarizes the voice message and links it directly to the contact request, giving support representatives the necessary context to conduct informed callback conversations. ### Required Editions
Required Editions
This article applies to: Salesforce Voice (Native Telephony)
User Permissions Needed
To capture voice message summary and transcript for record: Agentforce Contact Center Admin (Salesforce Voice) Permission Set
To use AI summary flow (using Get Conversation Transcript for Record and Create voice message summary actions): Einstein Generative AI / Prompt Builder turned on (Org level permissions)
To customize AI Summary Flow (using custom prompt): Prompt Template Manager permission set, Manage Prompt Templates, Execute Prompt Templates OR Customize Application permission set
Let's consider an after-hours support scenario where a customer calls outside regular business hours to report a damaged product. Instead of hanging up or waiting blindly for a callback, the customer is offered a callback option and prompted to leave a short voice message describing the issue. When a service rep logs in during business hours, they receive a contact request populated with an automated transcript and concise AI summary of the caller's message, enabling the agent service rep to place an informed, high-context callback. 1. Configure Voice Message Capture in an Omni-Channel Flow 1. From **Setup**, enter Flows in the Quick Find box, then select **Flows**. 2. Click **New Flow** and select **Omni-Channel Flow**. 3. Add a Play Prompt element to play a welcome message: - Label: Welcome - API Name: Welcome - Set Timeout Length: - Amount of Time: 1 - Units: Days - Prompt Section: - Record ID: `{!recordId}` - Type of Prompt: Select Message - Language: English (United States) - Message: All our service reps are busy. Drop your message, we will get back to you once the agent is free. - User Response Settings: Not Required. 4. Click ![add icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_add_icon.png) and select Capture Voice Message to record the voicemail: - Label: Capture Voice Message Action 1 - API Name: Capture\_Voice\_Message\_Action\_1 - Voicemail Configuration: - Record ID: {!recordId} - Maximum Recording Duration: 30 Seconds - Play a beep before recording starts: Turn On. 5. Add a Create Records element to create the Contact Request record for the callback: - Label: Create Callback Request - API Name: Create\_Callback\_Request - How to Set the Record Fields: Select Manually - Object: Contact Request - Set Field Values for the Contact Request Record: - Is Callback: true - Related To ID: {!recordId} - Preferred Number: Enter the phone number - Is Preview Callback: True ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The default value for Preview Callback is False. When this value is set to True, the system does not immediately initiate a call to the customer when a contact request is assigned to a representative. Instead, representatives can review the request, understand the context, and then proceed with the call using . 6. Add a Route Work element to route the Contact Request (Callback) record: - Label: RouteWork - API Name: RouteWork - How Many Work Records to Route?: Select Single - Record ID Variable: Select the Contact Request record variable ({!Create\_Contact\_Request} - Service Channel: Select Phone - Route To: Select Queue - Queue: Select your target queue (e.g., OrgForm GPC / Unassigned Queue). 7. Add a Play Prompt element to confirm receipt of the message: - Label: confirmation - API Name: confirmation - Prompt Section: - Record ID: `{!recordId}` - Type of Prompt: Select Message - Language: en-US - Message: we have recorded your message, we will get back to you soon. - User Response Settings: Not Required. 8. Add an End Call element to disconnect the line: - Label: EndCall - API Name: EndCall 9. Save and Activate the flow. To prevent errors when the call is terminated, add the fault path or execute the steps while the call is active. 2. Create the Voice Message Summary Prompt Template (Optional) 1. From **Setup**, enter Prompt Builder in the Quick Find box, then select **Prompt Builder**. 2. Click **New Prompt Template**. 3. Configure flow template: - Prompt Template Type: Voice message summary - Prompt Template Name: CustomerDefinedTemplate - API Name: CustomerDefinedTemplate - Description: Customer wants to know if the call was an enquiry or support requirement. 4. Click **Next**. 5. In the Prompt Builder page, add a prompt. (Such as: Take the input from the transcript, summarize it and identify if the request is potential sales or service enquiry) 6. Under Template Details, in the **Resources** tab, select **Transcript**. 7. **Save** and **Activate**. 3. Configure the Record-Triggered AI Summary Flow 1. From Setup, select **Flows** and click **New Flow**. 2. Select **Record-Triggered Flow** and configure the trigger settings: - Object: Contact Request - Trigger: A record is created - Set Entry Conditions: - Condition Requirements: Custom Condition Logic Is Met - Field: Related To ID - Operator: Contains - Value: 0LQ (Voice Call record ID prefix) - Optimize the Flow for: Actions and Related Records 3. Add an Action element (Get Conversation Transcript for Record) to fetch the transcript: - Label: get transcript - API Name: get\_transcript - Action: Get Conversation Transcript for Record - Record ID: `{!$Record.RelatedToId}` 4. Add an Action element (Create voice message summary) to process the transcript with AI: - Label: create summary - API Name: create\_summary - Action: Create voice message summary - Input Values: - Transcript: `{!get_transcript.conversationTranscript}` ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can use the default Create voice message summary action element or create a new prompt template. 5. Add an Update Records element to populate the Contact Request description: - Label: updateRecord - API Name: updateRecord - How to Find Records to Set and Store Their Values: Select Use the contact request record that triggered the flow - Set Field Values for the Contact Request Record: - Request Description: `{!create_summary.promptResponse}` - Related Reason: `{promptResponse}` 6. **Save** and **Activate** the flow. # Capture Data by Using Forms in the Field Service Mobile App Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms from reusable assessment questions that follow conditional logic, tailoring questions based on how a mobile worker answers earlier questions. With auto-save, mobile workers can navigate away from a form, and even close the app, without losing their work. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
Build forms with the Data Capture Flow process type in Flow Builder, and mobile workers open them as forms in the Field Service mobile app. From safety protocols to environmental assessments to regulatory inspections, Data Capture tailors forms to match the task, so mobile workers get the job done faster. Data Capture is specifically for visits. Mobile workers open forms from a visit to capture consistent, structured information during their fieldwork. This documentation covers only how to create question-type forms, which are built from Discovery Framework assessment questions. To build standard Data Capture forms from screen components, such as address, signature, and image components, see [Data Capture for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_about.htm&type=5&language=en_US). ## Reusable Questions A Data Capture form is built from Discovery Framework assessment questions instead of individual screen components. You define each question once, version it, and reuse it across forms. Because the questions are structured and versioned, responses stay consistent across visits and remain auditable over time. ## Data Capture for Field Inspections Use Data Capture to complete compliance checks in the field, even in areas with poor or no connectivity. Mobile workers open an inspection form during a visit, answer questions offline, and view the regulatory codes associated with each question. When a mobile worker records a noncompliant response and submits the form, Data Capture creates a Regulatory Code Violation record for each associated regulatory code. A single question can generate several violations. Reference data, such as regulatory codes, is primed for offline use with Briefcase Builder. See [Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance.htm&release=264.0.0&type=5 "For regulatory inspections, Data Capture forms check work against regulatory codes, capture a compliance status for each question, and generate Regulatory Code Violation records automatically when a response is noncompliant."). ## Offline-First Forms Data Capture relies on Briefcase Builder to prime records for offline use. Mobile workers often work at sites with poor or no connectivity, so prime the assessment questions and reference data, such as regulatory codes, before a visit. Mobile workers complete forms offline, and the responses sync when the device reconnects. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). - **[Assign Data Capture Permissions to Mobile Workers](https://help.salesforce.com/s/articleView?id=service.wfs_data_capture_assign_permissions.htm&release=264.0.0&type=5)** Give mobile workers access to Data Capture flows in the Field Service mobile app. Create a permission set that adds the Data Capture permissions, and then assign it to your mobile workers. - **[Set Up Data Capture in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5)** Build Data Capture forms from Discovery Framework assessment questions in Flow Builder. Set up the framework, create assessment questions, build forms, and prime records for offline use. - **[Build Data Capture Forms with Question Sets](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_build_forms.htm&release=264.0.0&type=5)** Create forms with the Data Capture Flow process type in Flow Builder. Add assessment questions, organize them into sets and categories, set properties and conditional logic, and preview questions without leaving Flow Builder. - **[Flow Question Types for Data Capture](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_question_types.htm&release=264.0.0&type=5)** Data Capture forms support specific question data types. The data type that you select when you create an assessment question maps to a standard flow screen component. - **[Considerations for Data Capture](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_considerations.htm&release=264.0.0&type=5)** Before you build Data Capture forms, understand the permissions, offline priming, and staged-data behavior that they require. - **[Data Capture Limitations and Guidelines](https://help.salesforce.com/s/articleView?id=service.wfs_data_capture_limitations.htm&release=264.0.0&type=5)** Data Capture has limitations and guidelines for offline data operations, performance, high-volume inspections, and permissions. - **[Assessment Staged Data Records](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_assmt_staged_data_record.htm&release=264.0.0&type=5)** The assessment staged data record holds form responses until they're validated, so you can review and correct errors before the final records are created. - **[Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance.htm&release=264.0.0&type=5)** For regulatory inspections, Data Capture forms check work against regulatory codes, capture a compliance status for each question, and generate Regulatory Code Violation records automatically when a response is noncompliant. # Capturing Cases from Email and Web Forms With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed. ### Required Editions
View supported editions.
## Web Form Submissions Web-to-Case bridges the gap between your website’s contact form and Salesforce’s case management system. You’ll create a web form that customers can fill out on your website to report issues, ask questions, or provide feedback. When a customer submits a form response, their request is captured in a new case record in Salesforce for tracking and resolution. To get started, see [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&language=en_US). ## Email Inquiries Similarly, Email-to-Case automatically creates cases from customer emails and threads email responses to existing cases. You can select one or more email routing addresses and add custom logic for case creation depending on the address an email is sent to. For example, if you have Gold and Platinum support accounts, set up routing address like goldsupport@acme.com and platinumsupport@acme.com. You can also use auto-response rules to respond to different cases using different email templates. Decide what case attributes should determine what email template to use. Then, design your case email templates to provide information specific to the types of cases submitted. To get started, see [Send and Receive Emails with Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&language=en_US). # Case Analytics Dashboards for IT Services Use the Case Analytics Dashboards to understand and improve case handling. Gain insights into case volume, resolution times, escalations, and first-contact resolution rates, empowering various IT employees to make data-driven decisions that enhance customer satisfaction and operational efficiency. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Case CSAT Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_case_csat_dashboard.htm&release=264.0.0&type=5)** Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can monitor the average case satisfaction score and its trend to gauge overall performance. Analyze case satisfaction by origin and priority to identify key areas for improvement. - **[Case Analytics Overall Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_case_analytics_overall_analysis_dashboard.htm&release=264.0.0&type=5)** Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well. # Case Analytics Overall Analysis Dashboard for IT Services Use the Overall Analysis dashboard to gain crucial insights into your case management efficiency. Analyze total cases, total cases closed, and total escalated cases to understand your workload. Track the average time to close and first-time resolution percentage to measure how well you resolve cases. Review the case volume by origin and the case volume trend line to find patterns and manage resources well. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Filter the data in the Overall Analysis dashboard by queue, case origin, priority, and contact reason to get personalized and targeted analysis. - The Overview section highlights crucial metrics for evaluating case management efficiency, including total cases, total cases closed, total escalated cases, and avg. time to close. - The Data Explorer section highlights crucial insights into work volume trends and distribution, providing a comprehensive overview of the case volume by origin and case volume trends. Learn the definitions of key metrics in the Overall Analysis dashboard. | METRIC | DESCRIPTION | | --- | --- | | Total Cases | Shows the overall number of customer issues or requests. | | Total Cases Closed | Shows the total number of customer issues that were resolved. | | Total Escalated Cases | Shows the total number of cases moved to a higher level of support. | | Avg. Time to Close | Shows the average time it took to resolve customer issues. | | Case Volume by Origin | Helps you categorize customer issues by their source. | | Case Volume Trendline | Shows the changes in the volume of customer issues over time. | | First-Time Resolution Percentage | Shows the percentage of customer issues resolved on the first contact. | # Case Catch-Up & Insights Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score. ### Required Editions
View supported editions.
Checkmark This article applies to: Service Assistant for Case
X icon This article doesn't apply to: Service Assistant for Messaging and Voice
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides reference guidance for Case Catch-Up & Insights. Setup guidance is provided in [Set Up Case Catch-Up & Insights (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template."). - [Meet the Capability](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5) - [Activation and Setup Overview](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5) - [License and Permissions Requirements](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5) - [Considerations for Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5) ## Meet the Capability Case Catch-Up & Insights is a capability of Service Assistant that gives service reps a 360-degree view of the customer and the case. The capability shows as a card in the Service Assistant component, with four sections that correspond to specific insights: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. ![Case Catch-Up & Insights shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights.png) Each insight is generated from a customizable prompt template that you activate in Prompt Builder. This table summarizes each insight, its data source, and its associated prompt template. For full template details, review the [Prompt Template Reference](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&type=5&language=en_US).
Insight Description Data Source Associated Prompt Template
Engagement Summary A summary of the customer's intent, the case, and any relevant interaction history so reps can quickly understand why the customer is reaching out. The default data sources are the Case subject and description. You can edit the prompt template to add more data.
  • Template Name: Summarize Case Engagement
  • Template Type: Record Summary
Opening Sentiment The customer's sentiment at the time the case was opened. Customer Signals Intelligence None. The sentiment value is generated directly from Customer Signals Intelligence, which must be turned on and configured to use the insight. See next section.
Account Summary A summary of key customer identity information from the account associated with the case. The default data sources are the Account name and description. You can edit the prompt template to add more data.
  • Template Name: Summarize Related Account
  • Template Type: Account Summary
Analytics An overall case health score (0 to 100) based on case age, reopens, escalations, SLA status, and customer sentiment.

The score is based on ranking of several metrics.

  • Case data metrics, like case age.
  • Metrics for meeting service level agreements.
  • Metrics on the customer's sentiment.
  • Template Name: Calculate Case Health Score
  • Template Type: Case Health Score
## Activation and Setup Overview Case Catch-Up & Insights works as a standalone capability within Service Assistant. You don't need to complete the general Service Assistant setup, including creating an agent or turning on a plan type. The only requirements for activating the capability are that: - Service Assistant for Case is turned on from the Service Assistant Setup page. - The Service Assistant Lightning web component is added to the case record page. When the requirements are met, you turn on Case Catch-Up & Insights from the Case tab of the Service Assistant Setup page. After you turn on the capability, the page lists all insights and lets you choose which ones to activate. ![Case Catch-Up & Insights Setup page section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights_setup_page.png) Each insight on the Setup page includes a link to its prompt template in Prompt Builder, where you activate and optionally modify the prompt to fit your business requirements. For details on each template's configuration, see [Prompt Template Reference](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&type=5&language=en_US). The Engagement Summary and Account Summary insights are ready to use right away once you activate their prompt templates. The Opening Sentiment and Analytics insights have specific feature dependencies that you must set up. - Opening Sentiment requires [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) to surface the sentiment value directly in the card. If the feature isn't set up, the insight is disabled on the Setup page. - Analytics requires [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) and [Service Level Agreements](https://help.salesforce.com/s/articleView?language=en_US&id=service.support_service_level_agreements.htm&type=5) to include customer sentiment and SLA data in the health score. If either feature isn't set up, the health score is calculated using only the case data metrics defined in the prompt. ## License and Permissions Requirements Case Catch-Up & Insights requires these licenses. - Agentforce for Service or Agentforce 1 licenses. - Service Planner Add-On license. - Service Assistant Adaptive Experience Add-On license. If you have an Einstein for Service license or only the Service Planner Add-On license, contact your Salesforce account executive. These permissions provide access to the card, and to the Engagement Summary, Account Summary, and Analytics insights. To include Opening Sentiment in the card, you need Customer Signals Intelligence configured, and your users need access to that feature.
Persona User License Required Permissions
Service Assistant Admin Salesforce
  • Service Planner Builder
  • Prompt Template Manager
Service Rep Salesforce
  • Service Planner User
  • Prompt Template User
ServicePlanner User (the agent user) Einstein Agent None
## Considerations for Case Catch-Up & Insights General considerations - Data 360 isn't required for feature use. - Flex credits aren't drawn down for feature use. - Translation isn't supported. The card only shows in English. - The Opening Sentiment capability is disabled in the Service Assistant Setup page if you don't have the feature turned on and set up. See [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US). - Case Catch-Up & Insights is supported with guidance and dynamic service plans. Card generation and refresh - The card is generated only once when a new case is created. Existing cases won’t show the card or the card shows an “Error loading insights” message in the component. - The card generates automatically. Service reps don't need to take any action in the Service Assistant component. Generation can take up to a minute. - The card always presents the sections in the same order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. The order isn't configurable. - The card is generated only once when a service rep opens the case for the first time. - After it's generated, the card is saved permanently in the component and remains visible to any service rep who later opens the case, if they have the Service Planner User permission set. - The card doesn't refresh after it's generated. - Updated data: If the data referenced by the prompt template changes after the card is generated, the card still shows the original data. - Newly added data: If data is added to the case after the card is generated (for example, an account is associated later), the new data isn't included in the card. - Updated prompt templates: If you modify the prompt template after the card is generated, the changes don't apply to existing cards. Data inclusion - All data included in the Engagement Summary and Account Summary insights is visible to all service reps with the Service Planner User permission set. - The data included in the Opening Sentiment and Analytics insights depends on the permissions of the rep when the card is first generated. - If the rep has access to Customer Signals Intelligence and Service Level Agreements, the Opening Sentiment and Analytics insights include data from those features. After that, anyone viewing the case record can see all data in the card. - If the rep doesn't have access to Customer Signals Intelligence and Service Level Agreements, the Opening Sentiment insight isn't shown. The Analytics health score is calculated using only the case data metrics defined in the prompt, such as days open and number of escalations. - The card's content is locked at the time of generation. The same content is shown to every rep who later opens the case, regardless of their individual access. If the first rep didn't have access to Customer Signals Intelligence or Service Level Agreements, the omitted data isn't added later when a rep with access opens the case. #### See Also - [_Salesforce Help_: Case Catch-Up & Insights Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&language=en_US) # Case Catch-Up & Insights Prompt Templates Review the prompt templates that populate data in the Case Catch-Up & Insights card. ### Required Editions
View supported editions.
Checkmark This article applies to: Service Assistant for Case with dynamic and guidance plans.
X icon This article doesn't apply to: Service Assistant for Messaging.
Each insight has a base prompt template to populate data in the Case Catch-Up & Insights card. You can edit the prompt templates to add additional data to meet your business requirements. The prompt templates are only available for use within Case Catch-Up & Insights. - [Prompt Template: Summarize Case Engagement](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&release=264.0.0&type=5) - [Prompt Template: Summarize Related Account](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&release=264.0.0&type=5) - [Prompt Template: Calculate Case Health Score](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&release=264.0.0&type=5) ## Prompt Template: Summarize Case Engagement The Summarize Case Engagement prompt template generates a summary of the customer's intent, the case, and any relevant interaction history so reps can quickly understand why the customer is reaching out. The subject and description are included as default inputs. You can modify the template to add data and resources. ``` -----INSTRUCTIONS----- Provide a concise summary of the following case record. Subject: {!$Input:Case.Subject} Description: {!$Input:Case.Description} - Assuming case data is available, summarize the core issue or request described by the customer. - If both subject and description are available, summarize based on both. - If only the subject is available, summarize based on the subject alone. - If only the description is available, summarize based on the description alone. - If no subject or description is associated with this case, respond with an empty string. -----Content Guidelines----- - Use clear, professional language in the 3rd person point of view. - Keep the summary concise— 2 to 5 sentences. - Don't include markdown, JSON formatting, or any non-user friendly format. - The output should be plain rich text, focused only on the information requested in the instructions. ``` ## Prompt Template: Summarize Related Account The Summarize Related Account prompt template generates a summary of the customer's account information. The account name and description are included as default inputs. You can modify the template to add data and resources. ``` -----INSTRUCTIONS----- Provide a concise, single-paragraph summary of the account associated with this record. Account Name: {!$Input:Case.Account.Name} Account Description: {!$Input:Case.Account.Description} - If account data is available, always include the account name and account description. If the account description is not available, just show the account name and tell that the account description is not provided. - If no account is associated with this record, return an empty string. -----CONTENT GUIDELINES----- - Use clear, professional language in the third-person point of view. - Keep the summary concise (2 to 5 sentences). - Do not include markdown, JSON, or any non-user-friendly formatting. - Output plain text only. - Focus strictly on the requested information. ``` ## Prompt Template: Calculate Case Health Score The Calculate Case Health Score prompt template generates a case health score (0 to 100) based on case data such as age, reopens, and escalations. The score also incorporates service level agreement and customer sentiment data when those features are configured. If [Service Level Agreements](https://help.salesforce.com/s/articleView?id=service.support_service_level_agreements.htm&language=en_US&type=5) and [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup.htm&type=5&language=en_US) aren't set up, then the score is based only on the case data metrics. You can modify the template to provide additional metrics or modify the default scoring logic for each metric, such as the weight of each metric. ``` # INPUT DATA Input String: {!$Input:InputText} # EXTRACTION RULES Parse the following variables from the Input String (formatted as Key=Value|Key=Value): - TicketAgeHours (Numeric) - CustomerSentimentScore (String: POSITIVE, NEGATIVE, NEUTRAL, MIXED) - ReopenCount (Numeric) - SLAStatus (String) - NextSLATimeRemaining (String: e.g., "5 Days", "18 Hours", "30 Minutes") - IsCurrentlyEscalated (Boolean) - HasPastEscalation (Boolean) # SCORING LOGIC 1. Ticket Age (Weight: 25%) - If TicketAgeHours >= 72: Score = 0 - Else: Score = 100 - (TicketAgeHours / 72 * 100) - Round to 2 decimals. Status: GREEN if score > 80, YELLOW if 40-80, RED if < 40 2. Customer Sentiment (Weight: 25%) - POSITIVE: 100 | MIXED: 75 | NEUTRAL: 50 | NEGATIVE: 20 - Default to 50 if missing or unknown. Status: GREEN if > 80, YELLOW if 50-80, RED if < 50 3. Reopens (Weight: 10%) - 0 Reopens: 100 - 1 Reopen: 60 - 2+ Reopens: max(0, 10 * (3 - ReopenCount)) Status: GREEN if 100, YELLOW if 60, RED otherwise 4. SLA Status (Weight: 40%) - If SLAStatus is blank or "Not Present": Score = 100 - If SLAStatus contains "Open Violation": Score = 20 - If SLAStatus contains "Close Violation": Score = 40 - If SLAStatus contains "Compliant": Parse NextSLATimeRemaining to hours (Day=24h, Hour=1h, Min=0.016h). - hoursRemaining <= 0: Score = 20 - 0 < hoursRemaining <= 4: Score = 40 - 4 < hoursRemaining <= 24: Score = 75 - hoursRemaining > 24: Score = 100 Status: GREEN if >= 80, YELLOW if 40-79, RED if < 40 # FINAL CALCULATION 1. Base Composite Score = (TicketAgeScore * 0.25) + (SentimentScore * 0.25) + (ReopenScore * 0.10) + (SLAScore * 0.40). 2. Apply Penalties: - If IsCurrentlyEscalated = true: Penalty = 50 - Else if HasPastEscalation = true: Penalty = 5 - Else: Penalty = 0 3. Final Case Health Score = max(0, Base Composite Score - Penalty). Round to the nearest whole number. 4. Status Mapping: - GREEN: Score >= 70 - YELLOW: Score 40-69.99 - RED: Score < 40 # OUTPUT INSTRUCTIONS Return ONLY valid JSON. { "caseHealthScore": , "healthStatus": "GREEN" | "YELLOW" | "RED", "componentScores": { "ticketAge": , "customerSentiment": , "reopens": , "slaStatus": }, "weightedBreakdown": { "ticketAge": , "customerSentiment": , "reopens": , "slaStatus": } } ``` # Case Classification for Flows Help service reps deliver efficient and productive service experiences by adding classification to your flows. In addition to recommendations made on case creation, use a flow to get Einstein field predictions after a case is updated with new details to the Subject or Description. Or use flows to set custom confidence threshholds for Einstein to populate the case with predicted values. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important To add or use Case Classification in a flow requires: - An active Einstein Case Classification model. [Visit Salesforce Help to learn how to build and activate a model.](https://help.salesforce.com/s/articleView?id=service.cc_service_what_is.htm&type=5&language=en_US) - Automate Value is enabled for any field you want to predict in a flow. - Only internal users can run a flow for Case Classification. A flow can’t be called by external users from an Experience Cloud site. - Flows only work for cases created up to six months prior to triggering. - Case Classification should not be used for performance critical or time critical functionalities, such as case routing or record triggers. To add case classification to a flow, follow the setup steps. - **[Add Case Classification to a Flow](https://help.salesforce.com/s/articleView?id=service.cc_service_add_to_flow.htm&release=264.0.0&type=5)** Add the Einstein ApplyCaseClassificationRecommendations action to your flow to apply case classification to predict field values for a case. It takes a Case ID as input and outputs a case SObject with recommendations applied. - **[Save the Einstein Case Recommendations in Your Flow](https://help.salesforce.com/s/articleView?id=service.cc_service_save_flow_recommendations.htm&release=264.0.0&type=5)** Add an Update Records action to save the ApplyCaseClassificationRecommendations case SObject output. # Case CSAT Analysis Dashboard for IT Services Use the Case CSAT Analysis dashboard to understand customer satisfaction. You can monitor the average case satisfaction score and its trend to gauge overall performance. Analyze case satisfaction by origin and priority to identify key areas for improvement. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Filter the data in the Case CSAT Analytics dashboard by queue, case origin, priority, and contact reason to get personalized and targeted analysis. Learn the definitions of key metrics in the Case CSAT Analysis dashboard. | METRIC | DESCRIPTION | | --- | --- | | Avg. Case Satisfaction Score | Shows the average rating customers gave for their satisfaction with cases. | | Case Satisfaction Score Trend | Shows the changes in customer satisfaction scores over time. | | Case Satisfaction Score by Origin | Helps you categorize customer satisfaction scores by their source. | | Case Satisfaction Score by Priority | Helps you categorize customer satisfaction scores by the urgency of the case. | # Case Feed and Related Lists In the traditional case interface, support reps complete tasks such as logging calls and sending emails primarily by working with related lists. In Case Feed, support reps can do several of these tasks directly in the feed. ### Required Editions
View supported editions.
Here’s an overview of the most common related lists included in the traditional case interface, the tasks support reps do from them, and where support reps can complete those tasks in Case Feed. Activity History
Task Case Feed Feature support reps Use for this Task
Logging a call Log a Call action in the publisher
Viewing call logs Call log feed items
Creating and replying to customer emails
  • Email action in the publisher
  • Emails related list
Viewing emails
  • Email feed items
  • Activity History related list
  • Emails related list
Approval History | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Submitting a case for approval | Approval History related list | | Viewing approval history | Approval History related list | Attachments
Task Case Feed Feature support reps Use for this Task
Attaching files to a case
  • Articles tool (to attach Salesforce Knowledge articles)
  • Attachments related list
Attaching files to an email
  • Email action in the publisher
  • Emails related list
Viewing files attached to a case
  • Attachment feed items
  • Attachments related list
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Attachments to case notes aren't included in the Attachments related list. Case Comments
Task Case Feed Feature support reps Use for this Task
Creating an internal case note

Post action in the publisher

In Case Feed private comments have been replaced by case notes, which are Chatter posts and aren't available from the Case Comments related lists.
Viewing case notes Post feed items
Creating a public customer comment Portal action in the publisher
Viewing a public customer comment Portal feed items
Case History | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Viewing case history | Feed items for activity on the case | Case Team | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Creating a case team | Case Team related list | | Viewing a case team | Case Team related list | Contact Roles | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Creating contact roles | Contact Roles related list | | Viewing contact roles | Contact Roles related list | | Creating and replying to customer emails | Email action in the publisher | Content Deliveries | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Viewing or previewing content | Content Deliveries related list | | Creating and delivering content | Content Deliveries related list | Emails
Task Case Feed Feature support reps Use for this Task
Creating customer emails
  • Email action in the publisher
  • Emails related list
Viewing emails
  • Email feed items
  • Activity History related list
  • Emails related list
Open Activities
Task Case Feed Feature support reps Use for this Task
Creating and editing tasks
  • Create Task action in the publisher
  • Open Activities related list
Viewing tasks
  • Task feed items (for tasks created with Create Task action)
  • Open Activities related list
Creating and editing events
  • Create Event action in the publisher
  • Open Activities related list
Viewing events
  • Task feed items (for events created with Create Event action)
  • Open Activities related list
Related Cases
Task Case Feed Feature support reps Use for this Task
Creating and editing related cases
  • Create Child Case action in the publisher
  • Related Cases related list
Viewing related cases
  • Related case feed items (for cases created with Create Child Case action)
  • Related cases related list
Solutions | Task | Case Feed Feature support reps Use for this Task | | --- | --- | | Viewing suggested solutions | Solutions related list | | Finding solutions | Solutions related list | #### See Also - [View and Edit Cases from the Case Detail Page in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_case_detail_page.htm&release=264.0.0&type=5 "Use the Case Detail page to see and update detailed information about a case and work with related lists.") - [Printable View in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_printable_view.htm&release=264.0.0&type=5 "Use the printable view option to view and print a comprehensive list of the information related to a case.") # Case Feed Page Layouts in Salesforce Classic When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page. ### Required Editions
View supported editions.
You can customize different parts of the case page layout in Case Feed for Salesforce Classic. - Highlights panels appear at the top of both feeds and case detail pages. The highlights panel shows key information about a case so reps quickly see the most important details. - Feed views show the case history using a Chatter-like feed, so that reps can see what’s happened in a case in context. - Detail views appear when a rep clicks **View Case Details**. The detail view shows useful information about the case, such as a description of the contact’s company, the account’s address, and related lists. You can also customize the close case page layout in Case Feed, where reps enter information about the case resolution. And you can create, edit, and assign all case page types in the Object Manager in Setup, in the Case object settings. - **[Convert Page Layouts for Case Feed Users to Case Page Layouts](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** As of Spring '14, we've made creating and customizing case layouts easier by replacing page layouts for Case Feed users with feed-based layouts for case pages. - **[Customize the Highlights Panel in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** The highlights panel appears at the top of the feed detail views and shows the most important information about a case. - **[Configure the Case Feed Publisher with the Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** If your organization uses the actions in the publisher feature, you can use the enhanced page layout editor to choose the actions that appear in the Case Feed publisher. - **[Create and Edit Feed Layouts in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Feed view page layouts determine which actions, fields, and tools users see when they're working with cases in Case Feed. - **[Settings for Feed Views in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Use Case Feed settings to customize the feature according to your support department's processes and business needs. - **[Add the Attachment Component to Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Add the attachment component to the Case Feed page so your reps can quickly view and manage all files associated with a case. - **[Add the Case Experts Component to Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Easily identify the experts on case topics so service reps can collaborate to solve customer issues quickly. - **[Rename Actions and Feed Filters in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Rename Case Feed actions and feed filters to match the terms your company uses. - **[Create Custom Feed Filters for Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** Custom feed filters help support reps focus on the items that are most relevant for them. ## Convert Page Layouts for Case Feed Users to Case Page Layouts As of Spring '14, we've made creating and customizing case layouts easier by replacing page layouts for Case Feed users with feed-based layouts for case pages. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
By converting your older page layouts, you can use the advanced page layout editor to manage them and can assign Case Feed to users more easily. Page layouts for Case Feed users are available only in organizations created before Spring '14. Feed-based case layouts include the same features as page layouts for Case Feed users: a feed, which includes a publisher with actions, feed filters, tools such as an articles tool, and sidebar components such as custom buttons and links; a highlights panel; and a detail page, with related lists and other in-depth information about the case. You can use the standard page layout assignment tool to assign feed-based case page layouts to users. You no longer have to use permission sets or custom profiles to give users access to Case Feed. To convert page layouts for Case Feed users to feed-based case layouts: 1. From the object management settings for cases, go to Page Layouts. 2. Click ![Case Feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) next to a layout in the Page Layouts for Case Feed Users list and choose Convert to case page layout. We recommend using this option so you can review the converted layout before you delete the original, but to save time, you can choose Convert to page layout and delete. 3. The converted layout appears in the Case Page Layouts list with the prefix Converted:. Click **Edit** next to it. 4. In the page layout editor, confirm that the layout includes the elements you want. To see and edit what's included in the feed view, including feed filters and sidebar components, click **Feed View**. 5. When you're happy with the case page layout, click **Page Layout Assignment** in the Case Page Layouts list to assign it to the appropriate user profiles. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For custom profiles with the Use Case Feed permission, or profiles with permission sets that include Use Case Feed, these page assignments don't take effect until you remove the permission or permission set. If your organization was created between Winter '14 and Spring '14, you can't remove Use Case Feed from standard profiles, so these assignments don't take effect until you delete all of your page layouts for Case Feed users. 6. Click ![Case Feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) next to the older version of the layout in the Page Layouts for Case Feed Users list and choose **Delete**. In the confirmation that appears, click **OK**. 7. If there are users assigned to the layout you delete, you're prompted to choose another layout as a replacement. This prompt is only a formality: When you assign users to a case page layout, that's what they see. If you have multiple layouts for Case Feed users, we recommend converting and deleting them all at the same time. When you delete the last of your older layouts, the Page Layouts for Case Feed Users list disappears. ## Customize the Highlights Panel in Case Feed The highlights panel appears at the top of the feed detail views and shows the most important information about a case. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
Edit the highlights panel to include the fields that are most important for your reps. 1. From the object management settings for cases, go to Page Layouts. 2. In Page Layouts for Case Feed users, click ![Case Feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) next to a layout and choose **Edit detail view**. 3. Hover your mouse pointer over the Highlights Panel until the ![Highlights panel wrench icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_highlights_panel_wrench.png) icon appears, then click it. 4. On the Highlights Panel Properties page, click a box to edit the fields in it. 5. Use the dropdown list to choose the type of information to include in each field. To leave a field blank, choose None. You can't move or delete Case Number or Created Date. 6. Click **OK**. ## Configure the Case Feed Publisher with the Enhanced Page Layout Editor If your organization uses the actions in the publisher feature, you can use the enhanced page layout editor to choose the actions that appear in the Case Feed publisher. ### Required Editions
User Permissions Needed
To configure the Case Feed publisher: Customize Application
This option is selected by default for new Salesforce organizations that use Case Feed, and for organizations that enable Case Feed after the Summer ’13 release. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you’re working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit feed view. (This section appears only for organizations created before Spring '14.) 3. Select Use Page Layout Editor to Configure Actions. 4. Click **Save**. 5. To access the page layout editor: - For a layout in the Case Page Layouts section, click **Edit**. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit detail view. (This section appears only for organizations created before Spring ’14.) 6. In the page layout editor, click the wrench icon in the Quick Actions in the Salesforce Classic Publisher section. 7. In the palette, click **Quick Actions**. 8. Drag the actions you want to the Quick Actions in the Salesforce Classic Publisher section. You can also drag actions to change the order in which they appear and drag off actions you don’t want. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note On the Case Feed page, up to approximately five or six actions are displayed in the publisher; the rest are included in the More dropdown list. 9. Click **Save**. If you’ve previously used the Case Feed Settings page to configure the publisher, you see these differences when you switch to the enhanced page layout editor: - The actions list appears at the top of the publisher. You can no longer position the actions list to the left of the publisher. - The Answer Customer action has been divided into its two component actions: Email and Portal. - The actions list looks more like the Chatter publisher on other pages. - The standard Chatter actions—Post, File, Link, Poll, Question, and Thanks—automatically appear in the publisher layout, and they replace the Write Case Note action. You can change the sequence of these actions and remove any you don’t need. - The Feed View/Details dropdown list replaces the View Case Detail action. - Custom actions you previously added to the Case Feed publisher aren’t available. Create custom actions and add them to the publisher. These new actions must use `publisher.js` rather than `interaction.js`. - The Case Detail page expands to full width, making it easier to see all of your related lists and other information. ## Create and Edit Feed Layouts in Case Feed Feed view page layouts determine which actions, fields, and tools users see when they're working with cases in Case Feed. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
You can create different layouts and assign them to different user profiles. For example, use one layout for service reps and another for supervisors. Before creating a feed view page layout, you need to create a case detail page layout. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you're working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit feed view. (This section appears only for organizations created before Spring '14.) If you've already opted to use the advanced page layout editor to configure the publisher for a layout, choose Edit detail view to add, change, or remove actions. 3. [Choose the tools, components, and options for your feed view page](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5 "When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page."). 4. Click **Save**. When you've created or edited feed view page layouts, assign them to profiles. ## Settings for Feed Views in Case Feed Use Case Feed settings to customize the feature according to your support department's processes and business needs. Apply these settings when you [create or update feed views for Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5 "When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page."). Feed views apply only to the Service Console. [Use Feed Views In Other Lightning Apps](https://help.salesforce.com/s/articleView?id=000352121&type=1&language=en_US) ### Feed View Options
Option Use It to... Notes
Enable Full-Width Feed View in the Console Expand the width of the feed to take up all available space when support reps view cases in Salesforce console tabs or subtabs.

The portion of the page the feed takes up with this setting enabled depends on whether you have tools or components in the right column of the Case Feed layout, and whether you have console sidebar components.

This setting is automatically enabled in organizations created after Summer '14.
Enable Compact Feed View in the Console Update the overall look and feel of the feed view and compress feed items when support reps view cases in Salesforce console tabs or subtabs.

Compact feed lets support reps see more information about a case with much less scrolling than when working with cases in the standard feed view.

This option is only available if you have Actions in the Publisher and Use Page Layout Editor to Configure Actions enabled.

Highlight Externally Visible Feed Items Indicate which feed items are visible to external users by changing the background color of the feed item to orange.

This option is only available for compact feed.

When this setting and the Enable Experience Case Feed setting are both enabled, these feed items are highlighted in the case feed.

  • Public emails sent to or received from the email address for contact person on a case
  • Public case comments
  • All social posts
  • Questions escalated from Experience Cloud sites
  • Tasks that have the All with Access/Public setting
  • Events that have the All with Access/Public setting
  • Chatter posts that have the All with Access/Public setting
### Publisher Options | Option | Use It to... | Notes | | --- | --- | --- | | Use Page Layout Editor to Configure Actions | Make the advanced page layout editor the default for choosing the actions that appear in the Case Feed publisher. | This setting appears only if your organization has Actions in the Publisher enabled. | | Automatically Collapse Publisher | Automatically reduce the height of the publisher when it's not in use, showing more of the following feed. The publisher expands to its normal height when a support rep clicks inside it. | This setting is automatically enabled in organizations created after Summer '14 and is only available if you have Actions in the Publisher and Use Page Layout Editor to Configure Actions enabled. | ### Choosing and Configuring Actions | Option | Use It to... | Notes | | --- | --- | --- | | Menu Placement | Choose whether you want the publisher menu to appear in the center column or the left column. | This setting appears only if you _haven’t_ selected Use Page Layout Editor to Configure Actions. | | Custom Actions | Select up to 10 custom Visualforce pages to add to the publisher as actions. Pages must use the standard case controller. | This setting appears only if you _haven’t_ selected Use Page Layout Editor to Configure Actions. | | Select Action | Select actions to include in the Case Feed publisher, and choose the order in which the actions appear. | This setting appears only if you _haven’t_ selected Use Page Layout Editor to Configure Actions. | ### Log a Call Action
Option Use It to... Notes
Select Action Fields Select fields to include in the Log a Call action.

Log a Call automatically includes the Customer Name field.

You can't include rich text area fields in Case Feed actions.
### Change Status Action
Option Use It to... Notes
Select Action Fields Select fields to include in the Change Status action.

The Change Status action automatically includes the Current Status and Change to fields. If you add the Status field to the action, it automatically replaces these two fields.

You can't include rich text area fields in Case Feed actions.
### Email Action
Option Use It to... Notes
Select Action Fields Select fields to include in the Email action.

Any fields you add appear below the email body field in the action.

You can't include rich text area fields in Case Feed actions.
Select Header Fields Select fields to include in the header of the Email action. The Email header automatically includes the From, To, Bcc, and Subject fields.
Select Email Tools Choose the tools to make available to support reps when they use the Email action. The Templates, File Attachments, and Address Lookup Buttons tools are included automatically.
Enable Rich Text Editor Make the rich text editor available to support reps so they can include formatting, such as bolded or underlined text, bulleted or numbered lists, links, and inline images in their email messages. Support reps can click rich text editor toggle button in the editor's menu bar to switch to plain text mode.
Require Use of Rich Text Editor Prevent support reps from switching to plain text mode when they write email. This setting helps ensure that support reps write and send only formatted emails, not plain text messages.
Specify From Address(es) Automatically include specific email addresses in the From field.

To use multiple addresses, separate them with commas. They appear as a picklist in the Email action header.

You can use only Salesforce-validated email addresses as From addresses.
Allow Collapsible Body Field Automatically collapse the email body field until a support rep clicks inside it. Having the body collapsed by default makes it easier for support reps to see more of what's below the email action on the page. After a support rep expands the email body, it remains expanded until the page is reloaded, even if the support rep clicks other actions or elsewhere on the page.
Allow Collapsible Email Header Automatically collapse the email header until a support rep clicks email header toggle button to expand it. With this setting enabled, support reps can expand and collapse the header as needed while they work.
Exclude Email Thread from Drafts Exclude the previous emails in the thread when composing emails in the feed. Prevents previous emails in the thread from being incorporated in the outbound email message.
Replace Send Email Button with Choose a button to replace the standard Send Email button. You can label the button something else, change how it looks, or include custom functionality, such as triggering a workflow when a support rep sends a message. You can use any custom button you created for cases, except those that have s-controls as content sources.
### Case Feed Tools | Option | Use It to... | Notes | | --- | --- | --- | | Select Case Feed Tools | Choose which tools to make available to support reps when they use Case Feed. | The Articles tool is included by default, but it doesn’t appear on the Case Feed page unless your organization uses Salesforce Knowledge. | ### Articles Tool | Option | Use It to... | Notes | | --- | --- | --- | | Enable Email PDF Attachments | Give support reps the ability to attach Knowledge articles to email messages as PDFs. | This setting appears only if your organization uses Salesforce Knowledge. If you use Knowledge and _don't_ enable this setting, support reps are able to attach articles only to cases, not to email messages. | | Use Case Feed Articles Tool in the Console | Replace the Knowledge sidebar in the Salesforce console with the Case Feed articles tool. | This setting appears only if your organization uses Salesforce Knowledge. If you use Knowledge and _don't_ enable this setting, we recommend hiding either the Case Feed articles tool or the Knowledge sidebar in the Salesforce console so support reps see only one of those tools when they're working with cases in the console. | ### Other Tools and Components
Option Use It to... Notes
Custom Components Select up to 10 custom Visualforce pages to add as components. You can use as a custom component any Visualforce page that uses the standard case controller. After you add a Visualforce page, you can specify its height and choose where on the page you want it to appear.
Choose Placement Specify where on the page you want tools and components like custom buttons, custom links, and the followers list to appear. You can also choose to hide anything your support reps don't need access to.

Custom links and buttons are only available as right sidebar components on the feed view page layout if you added them to the related case detail page layout.

The Milestone Tracker is available only if you enabled entitlement management in your org.
### Filter Options
Option Use It to... Notes
Filters Appear

Specify where and how the feed filters list appears:

  • As a fixed list in the left column
  • As a floating list in the left column
  • As a dropdown list in the center column
 Choose “As a floating list in the left column” if you want the feed filters list to remain visible as users scroll down the page. This option can be useful with long feeds, as it lets support reps quickly filter case activities from anywhere on the page, without having to scroll to the top.
Select Filters Choose the filters to include in the feed filters list, and specify the order of the list. We recommend putting the filters support reps are likely to use most often at the top of the list.
## Add the Attachment Component to Case Feed Add the attachment component to the Case Feed page so your reps can quickly view and manage all files associated with a case. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
Access to all of the files associated with a case is critical to service reps when they're helping your customers. The attachment component lets reps view and manage all of the Chatter files, attachments from emails, and case attachment related list files for a case, all on the Case Feed page. Using the attachment component, reps can quickly attach a file to an email and download a file. Reps can toggle between a view of the most recent attachments for a case across all sources and a view of all of the files associated with a case sorted by their creation date. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you're working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit feed view. (This section appears only for organizations created before Spring '14.) 3. In the Other Tools and Components section, select **Files**, and specify where on the page you want it to appear. 4. Click **Save**. Add the attachment component to your custom pages by including the `` component in a Visualforce page, or [add it as a Salesforce console component](https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&type=5&language=en_US) to make it available to support reps without having to take up space on a Case Feed page. ## Add the Case Experts Component to Case Feed Easily identify the experts on case topics so service reps can collaborate to solve customer issues quickly. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
Using the power of topics on cases, service reps can be endorsed as experts on specific topics. Reps endorsed as experts can help other reps who are less knowledgeable on the topic. To establish case experts in your organization, you must have Chatter and topics for cases enabled. To enable Case Experts, display the Experts component on Case Feed. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you're working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click ![Case feed layout expand button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_layouts_mutton.png) and choose Edit feed view. (This section appears only for organizations created before Spring '14.) 3. In the Other Tools and Components section, select **Case Experts**, and specify where on the page you want it to appear. 4. Click **Save**. Add the experts component to your custom pages by including the `` component in a Visualforce page. ## Rename Actions and Feed Filters in Case Feed Rename Case Feed actions and feed filters to match the terms your company uses. ### Required Editions
User Permissions Needed
To rename actions and feed filters:

Customize Application

OR

View Setup and Configuration

AND

Designation as a translator
For example, if your company refers to your portal as a customer community, you can rename the Portal action “Customer Community.” 1. From Setup, enter Rename Tabs and Labels in the Quick Find box, then select **Rename Tabs and Labels**. 2. Click **Edit** next to Cases in the list of standard tabs. 3. Click **Next**. 4. Find the label you want to change in the Other Labels list. 5. Type the new name for the label in the text box next to it. 6. If the new label begins with a vowel sound, check Starts with vowel sound. 7. Click **Save**. ## Create Custom Feed Filters for Case Feed Custom feed filters help support reps focus on the items that are most relevant for them. ### Required Editions
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
1. From Setup, enter Cases in the Quick Find box, then select **Feed Filters**. 2. Click **New**. 3. In the Feed Filter Information section, enter the filter label, name, and description. 4. In the Feed Filter Criteria section, define how to populate this filter. You can create more refined filters using the OR function. | Field | Description | | --- | --- | | Feed Item Type | Specifies the feed type to include in the filter. For example, the Created Record feed item type shows feed items about new records. | | Related Object | Specifies the object associated with the selected feed item. The list includes all objects related to the Case object. The objects in the list vary depending on how your organization is set up. For example, if you selected Created Record as the feed item type, you can select Case as the related object. This filter then shows new Cases. | | Visibility | Specifies whether to include a feed item in the filter based on the feed item’s visibility. The visibility depends on the security and sharing settings for the related object. Visibility can include either All Users or Internal Users. For example, suppose that you selected Case Comment Feed as the feed item type and Internal Users as the visibility. This feed filter then shows case comments made by internal users. | 5. Click **Save**. 6. After you define your custom feed filters, add the filters to the list of selected filters in the Feed Filter Options section of the page layout’s Feed View settings. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example To create a filter that shows interactions with a customer, you could define a filter named Customer Interaction that uses the following criteria. - Criterion 1: Case Comment feed item type with visibility set to All Users - Criterion 2: Email Message feed item type with visibility set to All Users - Criterion 3: Chatter post feed item type with visibility set to All Users When a support rep applies this filter, the case feed shows only Case Comment, Email Message, and Chatter feed items that are visible to both external and internal users. Everything else is filtered out. #### See Also - [Case Feed Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5 "When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page.") # Case Feed Upgrade Results in Salesforce Classic When you enable Case Feed for your organization, an upgrade process converts active cases to the new interface and creates feed items for activity on those cases. ### Required Editions
View supported editions.
During the upgrade process, users don't notice anything different. After the process is complete, users for whom you've enabled Case Feed see existing and new cases in the new interface, while users without Case Feed continue to see traditional cases. Here’s what happens when cases are upgraded to the new interface: - The 5000 most recent, active cases in your organization are converted to the Case Feed interface. The case conversion process varies depending on the number of cases being converted and the complexity of the data they contain. For example, cases with multiple email messages or other attachments can take longer to convert than other cases. - Older cases are also upgraded if they have comments, emails, or logged calls that were added to the case within the date range that applies to the original 5000 converted cases. You can have up to 500 cases with current comments, up to 500 with current emails, and up to 500 with current logged calls for a total of 1500 additional converted cases. - The following items are added to the feed for each case: - Up to 60 email messages. - Up to 60 private and public comments. These comments are converted to Chatter posts during the upgrade. - Up to 60 logged calls. Some logged calls that were created before you upgraded to Case Feed can appear in the feed as tasks. - The Case Feed interface is enabled for all new cases, giving users access to the publisher and feed. - The Case Detail view becomes available, and contains additional information about the case, including items that remain in their current related lists. You receive an email message when the upgrade process has finished. ## Best Practices - For the smoothest upgrade experience, we recommend enabling Case Feed in a full-copy sandbox organization before you enable it in your production organization. Enabling Case Feed in a full-copy sandbox org helps you determine how long the case conversion process takes and lets you review some sample cases in the new user interface. - After you enable Case Feed in your production organization, wait until the upgrade process has finished to give users access. We recommend first assigning Case Feed to a single user, who can review some of the converted cases to be sure the upgrade process was successful, and then making it available to other users. #### See Also - [Set Up Cases for Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_setting_up.htm&release=264.0.0&type=5 "Follow these high-level steps to set up Case Feed in Salesforce Classic.") - [Enable Case Feed Actions and Feed Items in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_enabling.htm&release=264.0.0&type=5 "Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.") # Case Fields Case records contain information about the case progress and its associated records. ### Required Editions Whether a field is visible or editable, depends on your page layout and field-level security settings.
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Some of these fields aren’t supported in Lightning Experience.
Field Description
Escalated case Indicates that an escalation rule escalated a case. The escalation icon disappears when a case is closed or no longer meets escalation rule criteria.
Comment added by Self-Service user Indicates that a customer added a comment to a case from a web portal. The icon appears until the case owner views the case.
Account Name Name of the account associated with a case’s contact. The name is added when you link the case to a contact and save the case. When updating a case, you can add a different account.
Asset The customer’s product model. On edit pages, this field shows only assets associated with a case’s contact, but you can use inline editing to see a list of all assets on a case.
Business Hours Indicates the hours at which escalation actions or entitlement processes run on a case.
Case Currency The currency for all currency amounts on a case. Amounts display in the case currency and are also converted to your personal currency. Only available for organizations that use multiple currencies.
Case Division The division to which a case belongs. Division is inherited from a case’s contact. If it has no contact, it’s set to the default global division. Only available in organizations that use divisions to segment data.
Case Number Unique number assigned to the case. Numbers start at 1000 and are read only, but administrators can change the format. Case numbers often increase sequentially, but sometimes they skip numbers in a sequence.
Case Owner User assigned to own a case.
Case Record Type Field name that determines the picklist values available on a case. Record types are often related to a support process.
Case Source

Polymorphic field used to look up multiple entities based on supported and enabled functionality. The feature that triggers Case creation (Social Post, Email Message, and so on) auto-populates the field.

All fields related to these entities are present during rule creation (Workflow, Assignment, Process, Auto-Response, Escalation, and so on), even when null on workflow rule execution. Considering that you cannot relate to multiple entities at once, this field represents the different relationships between records. Also, their filter criteria are the same for every record that yields unexpected results across Case records
Closed by Self-Service User Indicates if a case’s contact closed the case from a web portal. This field is read only.
Closed When Created Indicates if a case was closed during creation using the Save and Close button. This field is read only.
Contact Email Email address of a case’s contact. The address is added when you add a contact to a case. This field is read only.
Contact Fax Fax number of a case’s contact. This number is added when you add a contact to a case. This field is read only.
Contact Mobile Mobile phone number of a case’s contact. The number is added when you add a contact to a case. This field is read only.
Contact Name Name of a case’s contact.
Contact Phone Phone number of a case’s contact. The number is added when you add a contact to a case. This field is read only.
Created By User who created a case, including creation date and time. This field is read only.
Custom Links Lists of custom links for cases created by an administrator.
Date/Time Closed Date and time that a case was closed. This field is read only.
Date/Time Opened Date and time that a case was opened. This field is read only.
Description Description of a case,- usually a customer question or feedback. This field can store up to 32 KB of data, but only the first 255 characters display in reports.
Entitlement Name Name of an entitlement added to a case. Only available if entitlements are set up.
Entitlement Process Start Time

The time the case entered an entitlement process. If you have “Edit” permission on cases, you can update or reset the time. When you reset the time:

  • Completed milestones aren’t affected
  • Incomplete milestones are recalculated based on the new start time

If an entitlement process applies to a case, this field appears.
Entitlement Process End Time The time a case exited an entitlement process. If an entitlement process applies to a case, this field appears.
Internal Comments Internal notes related to a case. Each comment can store up to 4 KB of data and appears on the Case Comments related list. Comments marked “public” can appear on web portals.
Language The language of the case. This field is available in all Enterprise, Performance, and Unlimited orgs with Agentforce Service (formerly Service Cloud). Out of the box, it's used only by Einstein Case Classification.
Milestone Status A milestone is a step in an entitlement process. If an entitlement process applies to a case, this field appears.
Milestone Status Icon

Indicates a milestone’s status on a case by displaying one of the following icons:

  • Milestone completed icon Compliant
  • Milestone open violation icon Open Violation
  • Closed violation icon Closed Violation

If an entitlement process applies to a case, this field appears: This field displays only in Salesforce Classic.
Modified By User who last changed a case, excluding any changes made to a case’s related list items. This field also includes the date and time of the change. This field is read only.
Origin Source of a case, for example, phone, email, or web. Administrators set field values, and each value can have up to 40 characters. When editing a case created from an Experience Cloud site with quick actions, add an origin because it isn’t set by default.
Parent Case A case above one or more related cases in a case hierarchy. A case number identifies a parent case, and a parent case must exist before you can add it to another case.
Priority Urgency of a case. Administrators set field values, and each value can have up to 20 characters.
Product Name of a case’s product. This field is only available if entitlements are set up to include products.
Question A question on the Q&A tab that is related to a case. This field is populated when you create a case from a question or a question is escalated to a case.
Reason The reason a case was created. Administrators set field values.
Status Status of a case, for example, open or closed. Administrators set field values.
Stopped Lets you stop an entitlement process on a case, which might be necessary if you’re waiting for a customer’s response. You can stop an entitlement process up to 300 times. If an entitlement process applies to a case, this field appears.
Stopped Since Shows the date and time an entitlement process was stopped on a case. If an entitlement process applies to a case, this field appears.
Subject Brief description of the customer’s question or feedback, for example, Printing Gives Error on Internet Explorer.
Timeline

How far along a case is to reaching an entitlement process’s milestones. You can click or hover your mouse pointer over each milestone to view its details. These icons represent milestones:

  • Completed milestone icon Completed milestone
  • Violated milestone icon Violated milestone

You can drag the Handle icon (Handle icon) along the Timeline Zoom tool to view past and future milestones. If an entitlement process applies to the case, this field appears.
Type Type of case, for example, question or problem. Administrators set field values.
Visible in Self-Service Portal Indicates if a case is visible to users in a web portal. If you want web-generated cases visible in a portal, include this field in Web-to-Case setup.
Web Company Company name provided by a customer who created a case from Web-to-Case or Email-to-Case.
Web Email Email address provided by a customer who created a case from Web-to-Case or Email-to-Case.
Web Name Customer’s name as provided by a customer who created a case from Web-to-Case or Email-to-Case.
Web Phone Phone number provided by the customer who created a case from Web-to-Case or Email-to-Case.
#### See Also - [Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.") # Case Hierarchies When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. ### Required Editions
View supported editions.
User Permissions Needed
To view cases: Read on cases
To view parent cases: Read on cases
To add, edit or delete hierarchy columns: Modify All Data
A case hierarchy shows cases that are associated with one another via the Parent Case field. In the case hierarchy, child cases are indented to show that they're related to the parent case above them. - To view the hierarchy for a case, click **View Hierarchy** next to the Case Number field on the case detail page. - To specify that a case is associated with another case, edit the case and type the case number of the parent in the Parent Case field. Alternatively, you can click the lookup icon to search for a case's case number. A parent case must exist before it can be specified in the Parent Case field. - To create a case that is automatically associated with a case whose detail page you're viewing, click the **New** button on the Related Cases related list. From the **New** dropdown button, Classic users can choose to create either a blank case or a case with information from the parent case. #### See Also - [Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.") - [Create Cases](https://help.salesforce.com/s/articleView?id=service.cases_create.htm&release=264.0.0&type=5 "Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues.") # Case History The Case History related list on a case detail page tracks the changes to the case. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the case are not tracked in the case history. ### Required Editions
View supported editions.
User Permissions Needed
To view cases: Read on cases
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Changes to the Closed When Created field are only tracked when the field is updated via the Lightning Platform API. In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, for automated case changes that result from Web-to-Case or case assignment or escalation rules, the user listed in the history is the Automated Case User chosen in the Support Settings. #### See Also - [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.") # Case Routing Preview Default Settings When you turn on Case Routing (Omni-Channel) in Salesforce Go, these settings become active. ### Required Editions
View supported editions for Salesforce Go.
## Default Settings Case Routing interacts with other features, so it's important to understand its effects when enabled.
Setting What It Does Considerations
Turn on Omni-Channel Enables standard Omni-Channel for Salesforce orgs with standard channels, and Enhanced Omni-Channel for Salesforce orgs without them. Standard Omni-Channel prevents users from using the Omni-Channel sidebar. Instead, users need to use the Omni-Channel utility on the console.
Turn on Omni-Channel settings

Enables the following settings.

  • Skills-Based Routing
  • Direct-to-Agent Routing
  • Secondary Routing Priority
  • Status-Based Capacity Model
 This setting reduces manual setup. You can modify this setting, but doing so might affect manual steps. For example, turning off the Status-Based Capacity Model means you'll need to set up statuses yourself.
Create a default supervisor configuration Adds the Default Supervision Configuration. You can modify this setting.
#### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Case Team Fields Case teams have the following fields, listed in alphabetical order. Availability of fields depends on how your admin set up Salesforce. ### Required Editions
View supported editions.
| Field | Description | | --- | --- | | Case Access | The level of access a team member has to a case, such as Read, Write, Read Only, or Private. Case access can’t be less than your org’s default case sharing access. | | Member Name | The name of a user on a case team. | | Member Role | The team member’s role on the case, such as support rep or case manager. | | Visible in Customer Portal | Indicates whether the case team member appears in the customer portal. | # Case Teams Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles. ### Required Editions
View supported editions.
User Permissions Needed
To set up and manage case teams:

Customize Application

Manage Users

Edit on cases
To let people create and work on case teams, add the Case Team related list to case page layouts. Here’s what you can do with case teams: - Predefine case teams so that users can quickly add people with whom they work. - Create assignment rules that add predefined teams to cases that match specific criteria, such as when cases originate from emails. - Create email alerts that notify team members when an action happens on a case, such as when a comment is added. After you set up case teams, users can: - Add people to the Case Team related list on cases. - Choose one of the predefined roles that the person plays on the case. Roles determine the level of access to a case, such as read-only or read and write access. - Add contacts to case teams, but they can only access cases when they’re enabled as customer portal users assigned to case page layouts. Customer portal users can’t update case teams or view case team roles. - Filter case lists when they’re a team member, by choosing My Case Teams. - Run a case report by choosing My team's cases from the View filter. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Case teams count toward your org’s overall storage limit. Each team member on a case counts as 2 KB of storage space. - **[What’s a Case Team?](https://help.salesforce.com/s/articleView?id=service.caseteam_def.htm&release=264.0.0&type=5)** A case team is a group of people that work together to solve cases. For example, a case team can include support reps, support managers, and product managers. - **[Create Case Team Roles](https://help.salesforce.com/s/articleView?id=service.caseteam_roles.htm&release=264.0.0&type=5)** Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases. - **[Enable Role-Based Reporting](https://help.salesforce.com/s/articleView?id=service.caseteam_role_based_reporting.htm&release=264.0.0&type=5)** Analyze and manage team member workloads better by creating custom reports that include team member roles. - **[Predefine Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_predefine_team.htm&release=264.0.0&type=5)** After you define case team roles, you can predefine case teams so that service reps can quickly add frequent collaborators to cases. - **[Set Up Email Alerts for Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup_email_alerts.htm&release=264.0.0&type=5)** Create email alerts for case teams so that each time a case is created or updated, team members are notified. - **[Case Team Fields](https://help.salesforce.com/s/articleView?id=service.caseteam_fields.htm&release=264.0.0&type=5)** Case teams have the following fields, listed in alphabetical order. Availability of fields depends on how your admin set up Salesforce. # Cases and Incidents Learn how cases and incidents help your service teams resolve customer issues of different scale. ### Required Editions
View supported editions.
![Many customers request support, customer service reps resolve individual cases, many cases add up to an incident](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_incidents_and_cases.png) ## How Do Cases and Incidents Differ?
  Case Incident
Definition A case is one-off customer feedback or a question such as an order delay or escalation that a customer service rep handles. An incident is a disruption that involves many customers. Incidents often begin as an influx of cases related to widespread disruption. Incidents are best used to resolve customer issues that require teams to collaborate.
Handled By Customer Service Rep
  • Customer Service Rep and Service Operations
  • Incident Managers
  • IT Support
Key Difference Cases are resolved by customer service reps through one-on-one customer interactions. Incidents are multi-customer issues resolved through cross-team collaboration.
Relationship Many cases to one incident One incident to many cases
Life Cycle Use a case to track a customer issue, from request to resolution. Use an incident for a service disruption. To diagnose an issue and resolve it, use problems and change requests.
Creation Flow A customer or support rep creates a case via email, chat, or phone. An support rep or monitoring system creates an incident directly or from a case.
Common Features
  • Knowledge Management
  • SLA Management
  • Knowledge Management
  • SLA Management
## Case Workflow ![Custom requests support, customer service rep creates a case, reviews the case, and resolves it](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_case_workflow.png) ## Incident Workflow ![Many cases come in. Incident manager identifies similar cases. Incident manager creates incident. DevOps diagnoses and creates problem. DevOps identifies root cause. DevOps creates change request. DevOps resolves issue. Incident Manager informs customers.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_incident_workflow.png) # Cases Home From the Cases home page, you can create, locate, and edit cases. ### Required Editions
View supported editions.
User Permissions Needed
To view cases: Read on cases
To create cases: Create on cases
In addition, case home lets you jump to case reports and mass delete cases or mass email contacts on cases. # Catalog Admin Publishes a Service Catalog Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests. ## Use Case at a Glance **Persona:** A catalog admin responsible for organizing, governing, and releasing IT service offerings **Job to be done:** Publish a focused set of service processes so eligible employees can find, request, and track the right IT services **Starting point:** Unified Catalog is available, and the company has approved service offerings, owners, intake requirements, fulfillment plans, and employee access **Successful outcome:** Employees can find the intended offerings in the correct categories, submit valid requests, and receive trackable records that reach the responsible fulfillment team. Use this scenario to decide whether a catalog release is ready for employees. See the linked Help topics for procedures to assign access, create service processes, configure forms and fulfillment, build catalogs, and configure portal components. ## Define a Focused Catalog Release Start with one employee need or one related group of offerings. Examples include hardware requests, software access, account support, or workplace services. A focused release makes naming, findability, eligibility, request quality, and fulfillment easier to validate before expansion. | Release Decision | Catalog Admin Question | Evidence of Readiness | | --- | --- | --- | | Audience | Which employees require each offering? | Eligibility and permissions match the intended audience. | | Findability | What words and categories do employees use to find it? | Names, descriptions, categories, and search terms are clear. | | Intake | What information does fulfillment require? | The intake form collects required data without unnecessary questions. | | Record outcome | Which record represents the submitted request? | The target data model creates a Case, Incident, or Service Request as designed. | | Fulfillment | Who or what completes the request? | Manual routing, automation, approvals, and integrations have accountable owners. | | Success measure | What proves that the release works? | Findability, completion, routing, and fulfillment have acceptance criteria. | Unified Catalog centralizes IT products and services and gives employees one organized view of available offerings. For the product model and intended outcome, see [Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_parent.htm&release=264.0.0&type=5 "Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently.") and [Key Components of the Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_components.htm&release=264.0.0&type=5 "The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components."). ## Prepare Each Service Process Choose an IT service template when its data model, intake form, and fulfillment logic fit the offering. Create a service process when the offering requires a different design. Templates reduce setup work, but the catalog admin still reviews the installed components, connections, mappings, and employee experience. For each service process, confirm its target data model, attributes, intake form, fulfillment approach, associated knowledge, eligibility rules, and integrations. Test the complete request path with representative inputs and failure conditions. When an offering uses a third-party connection, verify the connection and every dependent flow before release. Activate the service process only after its configuration passes the release criteria. Activation makes the service process functional, but activation alone doesn't make it visible to employees. For the canonical template and activation workflow, see [Install and Activate Service Catalog Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_install.htm&release=264.0.0&type=5 "Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal."). For the complete setup sequence, see [Set Up Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_unified_catalog.htm&release=264.0.0&type=5 "Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs."). ## Organize Offerings for Discovery Create a Service Process catalog with effective dates and categories that reflect employee intent rather than internal team structure. Keep category names distinct, place each offering where employees expect it, and avoid publishing near-duplicate service processes. Use search and knowledge associations to support employees who don't begin from a category. Add only reviewed service processes to the release. An active service process can coexist with a draft version in the catalog workspace, so confirm the status of each associated item. Verify eligibility from the employee perspective because catalog membership doesn't override audience restrictions or missing permissions. For the canonical catalog-building procedure, see [Create a Catalog](https://help.salesforce.com/s/articleView?id=ind.product_catalog_create_a_catalog.htm&type=5&language=en_US). For employee discovery through categories, search, knowledge articles, and intake forms, see [Use the IT Service Catalog as an Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_employee_use.htm&release=264.0.0&type=5 "As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app."). ## Publish to the Employee Channel Associate the intended catalog with the Unified Catalog component on the Employee Services portal. If the component doesn't specify a catalog record, the portal can show all active service processes in the org. Use an explicit catalog association when the release requires controlled scope. Publish the portal changes after the catalog, service processes, permissions, and component configuration pass validation. Treat portal publication and service-process activation as separate controls. The first releases the site configuration, and the second controls whether a service process is functional. For the canonical portal configuration and publication steps, see [Set Up Service Catalog for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_catalog.htm&release=264.0.0&type=5 "The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees."). Keep Microsoft Teams, Slack, and Agentforce channel setup in their linked Help topics rather than repeating those procedures here. ## Validate the Employee-to-Fulfillment Journey Test as an eligible employee and as a user outside the intended audience. Confirm that the offering appears only for the correct users, can be found through expected categories or search terms, and provides enough context to choose it confidently. Submit a controlled test request. Verify that the intake form collects the required information, creates the intended record type, routes to the correct owner or automation, and provides a status that the employee can track. Confirm that unsuccessful integrations or incomplete inputs produce a recoverable path rather than an abandoned request. The adoption milestone is a successful employee request that reaches fulfillment with usable data. A catalog with many active offerings but poor findability, incomplete intake, or broken routing isn't ready for broad adoption. ## Govern the Published Catalog Assign an owner and review interval to each offering. Monitor search gaps, abandoned intake forms, request volume, routing corrections, fulfillment failures, completion time, and employee feedback. Revise descriptions, categories, eligibility, forms, or automation when the evidence shows friction. Remove obsolete or duplicate offerings from employee channels without erasing the history of completed requests. Coordinate catalog changes with service owners and fulfillment teams so that employees don't discover offerings that the company no longer supports. ## Confirm That Catalog Publishing Is Ready Before using this journey as an adoption test, confirm the required Unified Catalog licenses and role-based permission sets. Catalog admins require access to manage the catalog and its underlying metadata. Employees and support reps require the matching runtime access. See [Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations."). # Catalog Component Properties Configure the messaging catalog component with these properties. Configure these properties on the Catalog messaging component. For more information, see the [Meta documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/catalogs/sell-products-and-services/share-products#product-messages). | Property Name | Description | | --- | --- | | Footer (optional) | The footer text (up to 60 characters) that shows in your message. | | Message Body | The body text (up to 1024 characters) that appears in your message. | | Product ID | Select the product retailer ID. | | Thumbnail Product ID | Select the product ID for its thumbnail to appear in the catalog. | | Catalog ID | Select the unique identifier of your catalog. | # Catalog Fulfillments Catalog fulfillments are the pieces of automation that makes processing user-generated requests simple. Fulfillments ensure that service requests are accomplished efficiently and effectively and that customers receive the services they request. Fulfillments make it easier for customers and service providers to track the progression of a catalog request and ensure that all required steps are completed. ### Required Editions
View supported editions.
A catalog fulfillment is a flow that you assign to a catalog item. You can install predefined fulfillments from ISVs and others on AppExchange or create customizable fulfillments inside or outside of Service Catalog. Each catalog item is assigned to only one catalog fulfillment, but catalog fulfillments can be associated with multiple catalog items. Watch the video to see how to accelerate service automation with catalog fulfillments: If you want customizable fulfillments to work in Service Catalog, you need the SvcCatalogFulfillmentFlow object. SvcCatalogFulfillmentFlow shows the fulfillment’s name and description. The description explains what the fulfillment does when it runs. It also provides details on how the inputs chosen in the Service Catalog Builder are used if you select this fulfillment for an item. A SvcCatalogFulfillFlowItem is a child object of a SvcCatalogFulfillmentFlow. Each SvcCatalogFulfillFlowItem describes an input variable and what kind of data is valid to pass in the fulfillment. You define those input variables in the catalog item builder, or you can ask your customers to define those variables. All constants and additional questions you define are saved in a custom catalog fulfillment. A catalog item calls the associated catalog fulfillment as a subordinate, adding one question-answer string to the IsAdditionalQuestionsInputVariable inputs of the associated fulfillments. # Catalog Requests Catalog requests are created when a Service Catalog customer submits a request for a catalog item. Requests let customers follow the status of a requested item and let you report on requests. ### Required Editions
View supported editions.
A request is linked to other Salesforce records through CatalogReqRelatedItem records. CatalogRequest and CatalogReqRelatedItem are data objects. Requests are linked to other Salesforce records and are created in an open state under these conditions. - The fulfillment is based on a screen flow. - The fulfillment provides an output variable named SvcCatalogRelatedRecordIDs. - The SvcCatalogRelatedRecordID has the type Text Collection. - Values generated from SvcCatalogRelatedRecordID are valid Salesforce record IDs of supported objects. Catalog requests can be tracked using the SvcCatalogRequestID input variable, which fills in as a catalog request executes. You can reference the SvcCatalogRequestID in cases, or use it to track the status of incomplete catalog requests. You can view the status of an initialized request. The three statuses for an initialized catalog request are Request Created, Execution Started, and Execution Completed. Both standard and custom objects can support catalog requests, but the supporting object has to be able to be the target of a custom lookup relationship. The relationship between the request and the object is defined in the underlying screen flow of the fulfillment related to the catalog item the request is based on. Additional user questions with an attachment type become related to the request and its related items via a ContentDocumentLink record. You can share catalog requests across users in the same Salesforce org. You must have the correct permission sets to view shared catalog requests. #### See Also - [_Salesforce Help_: Sharing Settings](https://help.salesforce.com/s/articleView?id=platform.managing_the_sharing_model.htm&type=5&language=en_US) # Categorize Solutions Use solution categories to group similar solutions together. Each solution can belong to more than one category. ### Required Editions
View supported editions.
User Permissions Needed
To categorize solutions: Edit on solutions
Once your solutions are categorized, you can browse for and find solutions by category from the Solutions tab or when solving a case. Customers can also browse published solutions by category in public solutions, the Self-Service portal, and the Customer Portal. Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling solution categories for the entire organization. Once solution category browsing is enabled, all users with the appropriate permissions can categorize solutions. If multilingual solutions is enabled for your organization, translated solutions inherit solution categories from their master solutions. The categories on a translated solution are synchronized with the categories on the master solution. To modify a translated solution's categories, you have to modify the categories of its master solution. 1. View the solution you want to categorize. 2. Click **Select Categories** in the Solution Categories related list. This related list is not visible unless your administrator has defined and enabled categories. 3. In the solution category hierarchy, click **Select** to add a category to the solution. Repeat until you have added all applicable categories. We recommend that you limit the number of categories to which a solution belongs. If you put solutions into only the most relevant categories, they will be easier for users and customers to find. If necessary, click **Deselect** to remove a category from the solution. 4. Click **Save**. To later remove a category from a solution, click **Del** in the Solution Categories related list on the solution detail page. You can create a custom report on solution categories. However, solution category information is not available in list views. #### See Also - [Search for Solutions](https://help.salesforce.com/s/articleView?id=service.sol_search.htm&release=264.0.0&type=5 "You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic") # Category Group Article Visibility Settings Examples Review examples of category group settings for article visibility permissions. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
There are three types of visibility:With custom data category visibility, you can only see the data categories permitted by their role, permission sets, or profile. - All Categories: All categories are visible - None: No categories are visible - Custom: Selected categories are visible These examples are based on two sample category groups, Products and Geography. Although category group visibility settings are available with answers communities (questions) and Salesforce Knowledge (articles), the examples below apply to articles only. Answers communities support one category group and one data category per question. ## Products Category Group - All Products - Consumer Electronics - Cameras - Audio - Printers - Enterprise Electronics - Routers - Switches - PEX - Computers - Laptops - Desktops - PDAs ## Geography Category Group - All Countries - Americas - USA - Canada - Brazil - Asia - China - Japan - India - Europe - France - United Kingdom - Poland ## Example 1: A Role Hierarchy In this example, the Acme Electronics organization manufactures hardware and provides customer support for both consumers and enterprises. The Engineering department is organized by products. The Support department is organized geographically. Europe and the Americas are managed by corporate teams, but Asia is outsourced. Within the corporate and outsourced teams, there are subteams dedicated either to consumer or enterprise support. The table below shows the categories visible to each role in the Acme Electronics organization, and states whether the visibility settings are inherited from the parent role or if they are [custom visibility settings](https://help.salesforce.com/s/articleView?id=service.category_visibility_view.htm&release=264.0.0&type=5 "The Category Group Visibility Settings related list summarizes which categories users in the role can see, according to category group.").
Acme Electronics Role Hierarchy Visible Geographic Categories Visible Product Categories
CEO All Countries All Products
  VP of Engineering

All Countries

Inherit from CEO

All Products

Inherit from CEO
  Consumer Engineering Team

All Countries

Inherit from VP of Engineering

Consumer Electronics

Custom
  Enterprise Engineering Team

All Countries

Inherit from VP of Engineering

Enterprise Electronics

Custom
  Computers Engineering Team

All Countries

Inherit from VP of Engineering

Computers

Custom
  VP of Support

All Countries

Inherit from CEO

All Products

Inherit from CEO
  VP of Corporate Support

Europe, America

Custom

All Products

Inherit from VP of Support
  Director of Corporate Consumer Support

Europe, America

Inherit from VP of Corporate Support

Consumer Electronics, Computers

Custom
  Director of Corporate Enterprise Support

Europe, America

Inherit from VP of Corporate Support

Enterprise Electronics, Computers

Custom
  Outsourced Support

Asia

Custom

All Products

Inherit from VP of Support
  Consumer Support Team

Asia

Inherit from Outsourced Support

Consumer Electronics, Computers

Custom
  Enterprise Support Team

Asia

Inherit from Outsourced Support

Enterprise Electronics, Computers

Custom
## Example 2: Article Visibility The table below is an in-depth example of how [category visibility settings](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see.") restrict what users see. This example has three sample users whose category settings are noted in parentheses. | Categories | When User 1's visibility is All countries/Computers, the category is: | When User 2's visibility is America/All products, the category is: | When User 3's visibility is France/None, the category is: | | --- | --- | --- | --- | | All countries/Laptop | VISIBLE | VISIBLE | NOT VISIBLE | | Canada/Computers | VISIBLE | VISIBLE | NOT VISIBLE | | USA/All products | VISIBLE | VISIBLE | NOT VISIBLE | | Europe/Switches | NOT VISIBLE | NOT VISIBLE | NOT VISIBLE | | Europe/No Categories | VISIBLE | NOT VISIBLE | VISIBLE | User 1: The user must be granted visibility in each category that classifies the article, or each category that classifies the article must be visible by default. In this example, User 1 can see Europe, because Europe is the child of All Countries, but he cannot see Switches, because Switches does not belong to Computers. That's why User 1 cannot see articles classified with Europe/Switches. User 2: When a category is made visible to a user through custom settings or is made visible by default, its child and parent categories are implicitly included; therefore, User 2 can see articles categorized with All Countries because it is the parent category of America. He can also see Articles classified with USA because it is the child of America. User 3: If a user has no access to the whole category group, he can only see articles that are not categorized in that group. User 3 cannot see the articles categorized with All countries/Laptop because he has no visibility in the category group that includes Laptop, but he can see articles categorized with Europe/No categories. # Category Group Visibility on Roles The Category Group Visibility Settings related list summarizes which categories users in the role can see, according to category group. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view role details: View Setup and Configuration
To edit and delete roles: Manage Roles
To edit and delete permission sets and profiles: Manage Profiles and Permission Sets
To view users: View Setup and Configuration
To edit users: Manage Internal Users
To view categories: View Data Categories in Setup
To manage data categories:

Manage Data Categories

AND

View Data Categories in Setup
To view a role's category visibility setting, from Setup, enter Roles in the Quick Find box, then select **Roles**, and select a role. To view the category visibility settings for a Customer Portal or partner portal role, from Setup, enter Users in the Quick Find box, then select **Users** and click the name of the role. The following table explains the possible values in the Visibility column of the related list: | Visibility | Description | | --- | --- | | All Categories | Users can see all categories in the category group. This option is only available for the topmost role in the role hierarchy. When you create a category group, its visibility is defaulted to All Categories. | | None | Users cannot see any categories in the category group. | | Custom | Users can view a selection of categories in the category group. | In the Category Group Visibility Settings, you can: - To view a category group’s setting details, click its name. - To [modify a category group’s visibility settings](https://help.salesforce.com/s/articleView?id=service.category_visibility_modify.htm&release=264.0.0&type=5 "You can edit your data category visibility."), click **Edit** next to it. # CCP to UEL Migration FAQs Review common questions about CCP to UEL migration, including rollback, downtime, inactive users, phased rollout, sandbox testing, error handling, and post-migration license behavior. - **Can the migration be rolled back?** No. The migration process is intentionally one-directional and irreversible. Once a user's license and UserType are migrated from CCP to UEL, you can’t revert them back. Because of this, it is critical to thoroughly test the process and complete all pre-migration configurations before migrating to UEL. - **What's the impact on employees during downtime?** Enabling the Unified Employee License migration causes system downtime during which employees cannot log in. To minimize business disruption, administrators should carefully coordinate and schedule a dedicated go-live window. Additionally, after the migration completes, all active user sessions are terminated and the UserInfo cache is cleared. This forces employees to log in again so the system can enforce their updated license and access configurations. - **What happens to inactive users during migration?** The platform migration utility does not support migrating inactive users from CCP to UEL. The job is specifically designed to transform active identities while preserving their historical metadata. - **Is phased migration possible?** No. A phased or partial migration is not possible. When you turn on UEL migration, it applies at the organization level. Once enabled, the preference is permanent, which means all new users must use the UEL model, and you can no longer create or add legacy CCP employee users. - **Are users deactivated during the migration process?** No, users are not deactivated during the migration. The tooling executes an in-place identity transformation that migrates the user type from external (C) to standard internal (S). This process intentionally preserves the UserId, Username, Email, and all associated record ownership or audit trails (such as CreatedById and LastModifiedById) without requiring user deactivation. - **Can the migration tool be used in a Sandbox?** Yes. We recommend testing the entire migration process in a Sandbox organization before deploying it in production. This allows you to validate your custom profiles, permissions, and sharing rules beforehand. - **What should I do if I run into errors?** The migration job operates as an asynchronous background process executed in controlled batches of 200 records. If an error occurs, use the following method to troubleshoot: - **Review Track Migration Status:** Administrators have access to a real-time tracking interface and a dedicated list view showing all employees that failed during the run, including their employee IDs. - **Identify the Stage of Failure:** The underlying logic is divided into stages (for example, removing permission sets, direct DB updates, group reassignments). The interface displays detailed failure reasons pinpointing the exact step where the process stalled. - **Correct and Retry:** Once the underlying operational or data issue is resolved, administrators can use built-in mechanisms to retry the failed records. The retry mechanism automatically resumes from the specific point of failure rather than restarting the entire workflow. Each attempt creates an audited version history for easy tracking. - **What happens to my CCP licenses post migration?** It depends on how the license is being used: For Employee Profiles: - Cancel all CCP licenses assigned to employee profiles once the migration is complete. These will not deactivate automatically. - For Other Use Cases: No action is required. All other CCP licenses will continue to function normally without interruption. - **Why do Unified Employee Users fail to authenticate with Slack or access Agentforce Agents for Slack?** Enable the API Enabled system permission for the Unified Employee User profile for Slack authentication and Agentforce Agent access for Slack to work. To enable this permission, choose one of the following approaches: - Clone the standard profile: Clone the Unified Employee User standard profile and manually enable the API Enabled permission on the cloned profile. - Create a Permission Set: Create a permission set with API Enabled enabled and assign it to Unified Employee Users. - **Can employees access custom objects after the migration to UEL?** No. The Unified Employee License doesn't include access to custom objects. To give employees access to custom objects, assign them a Lightning Platform Starter or Lightning Platform Plus license. Before you migrate, test custom object access for your employees in a sandbox. # Change a Rep's Queues and Skills with Command Center for Service Change service reps' queues and skills as needed on the Service Reps tab of Command Center for Service. You can see and modify only the queues and skills that are visible to you based on your supervisor configuration. If you aren’t assigned to a supervisor configuration, then you can see all skills, up to 2,000 skills. The first 2,000 records appear, sorted in alphabetical order. ### Required Editions
View supported editions.
User Permissions Needed
To create or change queues:

Manage Queue Memberships

OR

Customize Application

AND

Manage Public List Views
To change queues created by other users:

Manage Queue Memberships

OR

Customize Application

AND

Manage Public List Views and Manage Users
To change skills:
  • Create, read, update on service resources
  • Read access and Edit access for the Active field on Service Resource field-level security
  • Read access and Edit access for the following fields on Service Resource Skill field-level security: End Date, Start Date, and Skill Level
1. Open the Service Reps tab in Command Center for Service. 2. To change the queues to which service reps are assigned, select the service reps, and then click **Change Queues**. If the Change Queues button isn’t visible, verify that the Change Queues action is added to your supervisor configuration. The Change Queues window shows the service reps and queues that are visible to you. Voice queues aren’t listed in the Change Queues window. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To assign a Voice queue to a service rep, use the Queues Backlog tab in Command Center for Service. 3. To change the skills assigned to service reps, select the reps, and then click **Change Skills**. If the Change Skills button isn’t visible, verify that the Change Skills action is added to your supervisor configuration. The Change Skills window shows the service reps and skills that are visible to you. #### See Also - [Skills Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&release=264.0.0&type=5 "See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org.") - [Enable Supervisors to Change Service Rep Queues and Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills.htm&release=264.0.0&type=5 "Let supervisors change service reps’ queues and skills to provide faster and better service to your customers.") # Change a Swarm Record’s Slack Channel Name When a swarm record is created in Salesforce, the swarm record’s name appears in the Collaboration Room field. If the Slack channel name contains sensitive information, consider changing the name in Slack or updating the Collaboration Room field. You can also choose to hide the Collaboration Room field from certain users. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Swarm records created before the Summer ’23 release show the Collaboration Room ID from the Collaboration Room field. 1. Open the swarm record in Salesforce. 2. Select the **Collaboration Room**. 3. Under Room Name, select **Edit**. ![Slack Channel Room Name field highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_slack_channel_room_name.png) 4. Enter a new name that doesn’t contain sensitive information. 5. Save your changes. # Change a User’s Queues and Skills with an AI Agent To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your supervisor configuration. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer editions with the Einstein for Sales, Einstein for Service, or Einstein Platform add-on.
User Permissions Needed
To use Agentforce (Default):

Manage Agentforce Default Agent

OR

Use Agentforce Default Agent
1. To open Agentforce (Default) and change an assignment, click ![Agent icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/icon_einstein.png). 2. Enter your question or request. For example, enter Add Craig Tarin and Anelly Jackson to the Phone and Chat queues. ![Supervisor request to add user to a queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/copilot_update_user_config.png) #### See Also - [Agents and Data Usage](https://help.salesforce.com/s/articleView?id=ai.agent_data_usage.htm&type=5&language=en_US) - [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US) # Change Advisory Board for IT Services A change advisory board (CAB) reviews and evaluates change requests before implementation. Use CAB to centralize and manage change approvals by bringing stakeholders, schedules, and decisions into a single workflow. Change Advisory Boards reduce approval delays, improve accountability, and provide a complete audit trail for every change request. A CAB brings together roles and records to manage change approvals. | CAB Element | Purpose | | --- | --- | | Change owner | Creates change requests for CAB review. | | CAB manager | Defines CABs, schedules meetings, and manages approvals. | | CAB definition | Stores CAB configuration details, including CAB manager, active status, associated meetings, and related change requests. | | CAB meeting | Stores meeting details such as meeting status, start and end date, agenda, notes, and related change requests. | | CAB request | Tracks CAB review and meeting assignment information for a change request. | | CAB meeting review process | Supports review discussions, risk assessment, impact evaluation, and approval recommendations during CAB meetings. | | CAB approval process | Starts automatically when a change request is assigned to a CAB meeting. | | IT Service Calendar | Displays scheduled CAB meetings alongside other service events. | | Notifications | Keep stakeholders informed of meeting updates and approval actions, and admins can configure them using event-based or Service Level Agreement (SLA)-based approaches. | - **[Change Advisory Board Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_permissions.htm&release=264.0.0&type=5)** Assign permission sets to users based on their CAB roles and responsibilities. - **[Configure Change Advisory Board for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_config.htm&release=264.0.0&type=5)** Turn on the required settings for the Change Advisory Board (CAB) to manage change approvals effectively. # Change Advisory Board Permissions for IT Services Assign permission sets to users based on their CAB roles and responsibilities. These permission sets are available for the Change Advisory Board. | Permission Set | Description | | --- | --- | | Change Advisory Board Manager | Gives users the ability to create CAB definitions, schedule and manage CAB meetings, assign members and stakeholders, associate change requests with CAB meetings, and review CAB approvals. | | Change Advisory Board Member | Gives users the ability to view details for a specific CAB definition and its associated meetings and change requests. | # Change Direct Deposit Allocation Action Changes the value or payment type of an employee's existing direct deposit record in Paychex. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameChangeDirectDeposit
Action TypeStandard
Reference Action TypeFlow
Reference ActionChange Direct Deposit Allocation
InputsDirect Deposit ID, Payment Type, Deposit Value, Service Definition ID
OutputsOutcome Status
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Show me my direct deposit details." - "What bank account is my paycheck going to?" - "Get my Paychex direct deposit info." # Change Job Location Deploy this template to standardize requests regarding office relocations, moving between corporate sites, or transitioning to remote status. ### Required Editions
View supported editions.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Status, Case Origin, Current Location, Requested New Location, Effective Date, Work Arrangement, Reason for Change, Documentation. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. # Change Job Location Action Employees use this action to request a change in their work location through the HR service agent. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.
API NameChangeJobLocation
Action TypeStandard
Reference Action TypeFlow
Reference ActionChange Job Location
InputsCurrent Location, Requested New Location, Effective Date, Work Arrangement, Reason for Change, Document
OutputsCase Number
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - “I need to change my job location.” - “Request a move from Bangalore to Hyderabad.” - “Submit a location change request because I’m relocating.” # Change Management Dashboard for IT Services Measure change progress and monitor by using customizable views with filters such as change type, risk level, priority, status, and category. Gain visibility into issues, enhance change success rates, and reduce unapproved changes. ### Required Editions For example, a change manager can identify overdue changes or analyze the percentage of changes that cause incidents to refine approval processes and reduce unapproved changes, thereby improving quality control.
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
Filter the data in the Change Management dashboard by time period, configuration item, and category to get personalized and targeted analysis. - The Key Change Metrics section highlights crucial metrics for effective change management. It shows open vs. closed changes to assess workload and flow, and tracking unassigned changes to identify ownership or staffing issues. The metrics also include changes that are delayed, to help you identify time or resource problems. The metrics also shows how many changes cause incidents. - The Change Distribution section highlights changes based on their classification (for example, standard, normal, emergency). The section helps you identify change requests across status and risk levels. This insight is crucial for optimizing change processes and resource allocation within the organization. Learn the definitions of key metrics in the Change Management dashboard. | METRIC | DESCRIPTION | | --- | --- | | Open vs. Closed Changes | Compares the number of open and closed changes to assess the workload and flow of change management. This helps you identify the pipeline of ‌change requests. | | Overdue Changes | Monitors changes that are passed their scheduled completion date. This helps you identify bottlenecks and promptly address delays in change implementation. | | % of Changes Causing Incidents | Helps you gauge the quality and stability of implemented changes by showing the percentage of changes that resulted in new incidents. This metric ihelps you reduce impact caused by the changes. | | Avg Time to Close Change (in days) | Shows the average duration of a change from initiation to closure. This helps you optimize processes and reduces the overall time taken to implement changes. | | Change Efficiency Rate | Shows the effectiveness and productivity of the change management process. This metric indicates how well changes are being implemented with minimal rework or adverse effects. | | Change Implementation Status | Shows the change request closure status - successful, partially successful, failed. | | Changes by Type | Helps you categorize changes based on their nature such as minor enhancement, major upgrade, or emergency fix. | | Changes by Risk Level | Helps you apply appropriate levels of review and approval by categorizing changes by their associated risk such as high, medium, or low. | | Changes by Priority | Helps you categorize changes based on their urgency and impact. | | Change Details | Shows all the information for each change, to help you analyze and fix issues. This metric helps you understand the specifics of each change and its outcomes. | # Change Manager Runs a Safe Change with Risk Scoring Help a change manager assess risk, resolve scheduling conflicts and conflicts involving configuration items, and authorize a change with verifiable implementation and rollback plans. ## Use Case at a Glance **Audience: Change managers responsible for evaluating, approving, scheduling, and closing IT changes** **Goal: Determine whether a proposed change is safe to implement and apply controls that are proportional to its business and technical risk** **Starting point:** A documented change request with affected services or configuration items, an estimated implementation window, and an accountable owner **Successful outcome: The change is implemented in an appropriate window, meets its verification criteria, avoids or resolves known conflicts, and has a documented outcome and follow-up actions.** Use risk information to decide whether to proceed, revise, reschedule, or reject the request. Use the related Help topics for steps to complete the questionnaire, configure scoring, resolve conflicts, manage approvals, and close the request. ## Establish a Reviewable Change Begin with enough detail for a reviewer to evaluate the change. Confirm the purpose, scope, affected services and configuration items (CIs), implementation steps, test plan, rollback approach, owner, and estimated start and end times. Classify the request as standard, normal, or emergency according to your organization's process. | Evidence | Change Manager Question | Decision It Supports | | --- | --- | --- | | Business impact | Which service or business outcome is at risk if the implementation fails? | Set review depth, communication needs, and approval authority. | | CI and dependency scope | Which systems, services, and users could be affected? | Identify the required reviewers, potential conflicts, and verification coverage. | | Implementation plan | Are the steps sequenced, owned, and executable in the window? | Approve the plan or return it for revision. | | Test plan | What evidence proves success after deployment? | Define the completion and monitoring criteria. | | Rollback approach | Can the team restore service within the available window? | Proceed, add mitigation, or select a different implementation window. | | Schedule | Does the proposed schedule avoid conflicts, moratoriums, and periods without adequate staffing? | Keep or reschedule the change. | For details about change types and their intended use, see [Change Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt.htm&release=264.0.0&type=5 "Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions."). For steps to create, associate, schedule, and close change requests, see [Work with Change Requests for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_work_with_chng_rqsts.htm&release=264.0.0&type=5 "Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar."). ## Use Risk Information to Focus the Review Two types of risk information can appear. The rules-based Change Risk Assessment uses the record attributes and questionnaire responses configured in the org. It produces a Risk Level of Low, Medium, High, or Critical and a normalized score from 1–100. Use the questions and weights configured by your admin. Use the Risk Level and normalized score to focus the review, not to replace judgment. A higher Risk Level or score calls for stronger evidence, mitigation, review, and approval. A lower Risk Level or score doesn't make an incomplete plan or unresolved conflict safe. For details about the assessment and its workflow, see [Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_assmnt.htm&release=264.0.0&type=5 "In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs.") and [Conduct Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_conduct_risk_assmnt.htm&release=264.0.0&type=5 "Conduct a risk assessment to understand the potential impact of a change before you implement it. By evaluating factors such as urgency, scope, and affected systems, your team can make informed decisions to minimize disruptions and protect service quality."). For details about the calculation and thresholds, see [How Risk Score Is Calculated for Change Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_calc_logic.htm&release=264.0.0&type=5 "The risk score for a change request is calculated using a weighted formula that evaluates change request attributes and optional questionnaire responses. The system produces a numeric score and assigns a corresponding risk level of Low, Medium, High, or Critical."). If your org uses customized assessment logic, confirm the configured behavior with your admin. Keep the rules-based assessment separate from the optional machine learning prediction. The Change Risk Score predictive card estimates the likelihood of implementation failure on a 0–100 scale. It doesn't replace the rules-based Risk Level or write a new risk score to the change request. If both types of risk information appear, record which one informed the approval or Change Advisory Board decision. ## Resolve Conflicts Before Approval Review the affected CIs and their dependencies, and then compare the estimated implementation window with other scheduled work. If Change Request Conflict Detection is enabled, it creates conflict records when overlapping change requests affect the same configuration item during the same scheduled period. Conflict detection requires affected CIs to be associated with the change request. Separately, IT Service Calendar shows change requests, releases, and moratoriums so that the change manager can reschedule work around a freeze. For each conflict, decide whether to reschedule the request, change its scope, coordinate the work, or document why the conflict doesn't apply. An empty conflict count doesn't mean that IT Service Calendar is clear, so review the calendar separately. Conflict detection doesn't automatically block implementation. For details about conflict criteria and available actions, see [Review and Resolve Change Conflicts for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_review_resolve_chng_conflicts.htm&release=264.0.0&type=5 "Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored."). ## Authorize and Run the Change Match approval strength to the evidence and risk. Confirm that required reviewers understand the impact, mitigation, verification, rollback, and communications plan. For higher-risk work, route the request through the configured approval or Change Advisory Board process and record the decision before implementation. During the implementation window, the change fulfiller executes the approved steps, records material deviations, tests the result, and monitors service health. If verification fails or risk exceeds the accepted boundary, stop or roll back according to the approved plan. Risk scoring doesn't automatically block implementation. The configured approval and change-management workflows enforce the decision. For details about Change Advisory Board concepts and workflow, see [Manage Change Advisory Boards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_manage.htm&release=264.0.0&type=5 "Manage change advisory boards to coordinate reviews, schedule approval meetings, and track approval decisions for change requests."). ## Verify, Learn, and Close Before closure, compare results with the test plan, confirm service health, capture the implementation outcome, and identify remaining risk. Record the close code and summary, update related documentation, and assign corrective work when implementation was partial or unsuccessful. Conduct a post-implementation review when the process or risk warrants it. Compare the expected impact and risk with the actual result, and use what you learn to improve templates, assessment responses, implementation practices, or rollback plans. This journey is successful when the decision and outcome are traceable, not merely when the risk questionnaire is complete. ## Confirm That Change Controls Are Ready Before using this journey to assess adoption, confirm that Change Request Management, risk assessment, stage management, Change Request Conflict Detection, IT Service Calendar access, and required approvals are configured for your change process. Confirm that affected CIs are associated with change requests when conflict detection is used, and verify that change managers, fulfillers, assessors, and approvers have the required permissions. # Change Reps Assigned to Groups When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To change groups:

Manage Queue Memberships

AND

Manage Users
When changes are made to a Salesforce contact center group, those changes are also updated in the associated Amazon Connect routing profile.  1. To see the Change Groups button in Command Center for Service, your admin must perform these prerequisite steps. - Enable Queue Management. - Add Change Groups to the actions in the supervisor configuration assigned to you. 2. In the Service Reps tab of Command Center for Service, click **Change Groups**. ![The Change Groups button appears at the top of the Service Reps tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_supervisor_change_groups.png) 3. Select the reps that you want to reassign. 4. Select their new group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If Queue Management isn’t enabled, no groups appear. When reassigning a rep, you must assign them to a contact center group. If you don't select a group, you'll receive an error. ![The modal shows the reps assigned to each group.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_change_groups.png) 5. Click **Apply**. All affected reps receive an email about the change. To apply the change, each rep must set their Omni-Channel status to offline, and then back to any available status. If a change can’t be applied, check your email for the details. #### See Also - [Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.") - [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&language=en_US) # Change Reps or Groups Assigned to Voice Queues If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
1. In the Queues Backlog tab of Command Center for Service, click **Assign Agents**. 2. Based on what your telephony provider supports, you can add reps or groups to the selected queue. Use the dropdown to filter the list of reps or groups that appear in the Manage Queues dialog box. 3. Select the reps or groups that you want to add to the queue. For example, to assign reps directly to the queue, in the dropdown of the Manage Queues window, select **Agents**, and then select the rep. ![The Manage Queues modals lets you select Public Groups, Agents, or Roles.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_manage_queues.png) 4. Click **Done**. # Change Request Conflict Detection Identify and manage scheduling conflicts between change request that affect the same configuration items to help prevent overlapping changes and improve deployment planning. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Set Up Change Request Conflict Detection](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_enable_chng_cnflct_detection.htm&release=264.0.0&type=5)** Identify and manage potential conflicts early in the change lifecycle by enabling change request conflict detection. When active, conflict detection creates conflict records when overlapping change requests affect the same configuration item during the same scheduled period, helping change managers and fulfillers review and resolve conflicts before deployment. # Change Request Dashboard for IT Services The Change Request Dashboard for IT Services provides actionable insights into all change requests across the system. The dashboard enables change managers to monitor open and closed changes, track incidents induced by change, review average processing times, and analyze change types and outcomes. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Data may appear incomplete if access to required fields or configurations is missing. Additionally, the dashboard includes interactive widgets and list views that show change requests under each category. You can customize these reports to suit your specific organizational needs. For customization guidance see [Dashboards](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US). The dashboard answers these questions. Change Requests Overview - What’s the total number of change requests currently in open status? - What’s the total number of change requests that have been closed? - How many change requests have resulted in incidents? - What is the average processing time (in days) for change requests to close? - How does the processing time vary across different change types? Change Requests Breakdown - What is the distribution of change requests by type (Standard, Normal, Emergency)? - What is the breakdown of approved vs rejected change requests? Change Requests by Status - How many change requests are currently pending approval? - How many change requests are scheduled for implementation? - How many emergency change requests are open? - How many change requests have been rejected? ![change management dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_chng_mgmt_dashboard.png) # Change Request Management for IT Services Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
There are three predefined change request types. | Type | How To Use? | | --- | --- | | Emergency Change | Emergency changes are urgent changes that arise from an unexpected error or threat and require immediate attention. They don’t follow the normal change lifecycle and require quick approval through verbal confirmation, email, or chat. An example is a security patch for a newly discovered vulnerability. | | Standard Change | Standard changes are low-risk, frequently repeated, and pre-approved. They follow a documented, approved process and have a history of successful implementation. These changes are predefined in a catalog of templates to make the assessment and request process more efficient. An example is a regular software update. | | Normal Change | Normal changes are non-emergency changes that don’t have a defined, pre-approved process. They follow a prescriptive process that includes assessment and multiple levels of approval before being implemented, reviewed, and closed. Normal changes can be further divided into Minor, Significant, and Major types, depending on their impact and dependencies. An example is an infrastructure upgrade. | - **[Set Up Change Request Management IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_chng_rqst.htm&release=264.0.0&type=5)** Get started with Change Request Management to help you implement, track, and manage changes efficiently. Enable the necessary features, assign permissions, and customize fields to support consistent and streamlined change processes for IT operations. - **[Manage Change Requests for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_manage_chng_rqsts.htm&release=264.0.0&type=5)** Implement service improvements and minimize disruption by managing the complete lifecycle of change requests. Your team can make sure that all service modifications are planned, tracked, and executed efficiently by creating change requests and associating change requests with other records. They can also conduct comprehensive risk assessments and view changes on a centralized calendar. - **[Change Request Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_dashboard.htm&release=264.0.0&type=5)** The Change Request Dashboard for IT Services provides actionable insights into all change requests across the system. The dashboard enables change managers to monitor open and closed changes, track incidents induced by change, review average processing times, and analyze change types and outcomes. # Change Request Management Permissions for IT Services Change Request Management users need permission set licenses to access and manage change records, workflows, and approvals. Understand what each permission set license offers. These licenses are provided out of the box and are required to get started with the Change Request Management process. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
You can get access to the Change Request Manager permission set group and the Change Request Fulfiller permission set group to manage change requests. These groups provide all the necessary access for users in the roles of Change Manager and Change Fulfiller. Permission Set Licenses | permission set name | what's included in the license | | --- | --- | | Change Request Manager | Access to review and assess change requests, evaluate risks and impacts, approve changes, configure approval groups, and manage change calendars. Close change requests and coordinate with stakeholders to ensure successful implementation. | | Change Request Fulfiller | Access to create and manage implementation plans, tasks, and rollback strategies. Includes permissions to execute changes in production, verify implementation, perform testing, monitor system health, update documentation, and support post-implementation activities. | | IT Service Incident and Change Request Associator | Gives users access to add or remove incident and change association records for IT services. | | IT Service Problem and Change Request Associator | Gives users access to add or remove problem and change association records for IT services. | | IT Service Change Request and Release Associator | Gives users access to add or remove change and release association records for IT services. | | IT Service Change Request Associations Resolver | Gives users access to resolve change association records for IT services. | | IT Service Change Request Deleter | Gives users access to delete change request records for IT services. | # Change Risk Assessment for IT Services In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## How It Works The process is orchestrated by three important Salesforce components that work together to calculate a risk score and assign a risk level. - Screen Flow: This is the user-facing component that guides the user through the risk assessment questionnaire. It captures the user’s answers and passes them, along with the change request ID, to the Expression Set for processing. - Expression Set: This is the calculation engine. It takes the information from the Screen Flow and the change request record to apply a weighted formula. This formula generates a risk score. - Decision Table: This component takes the normalized risk score from the Expression Set and maps it to a predefined risk level. Salesforce displays the score on a scale of 1–100 and compares it against these ranges: Low (1–25), Medium (26–50), High (51–75), and Critical (76–100). - **[Perform Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_assmnt_example.htm&release=264.0.0&type=5)** Conduct a risk assessment to understand the potential impact of a change before you implement it. - **[Conduct Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_conduct_risk_assmnt.htm&release=264.0.0&type=5)** Conduct a risk assessment to understand the potential impact of a change before you implement it. By evaluating factors such as urgency, scope, and affected systems, your team can make informed decisions to minimize disruptions and protect service quality. - **[How Risk Score Is Calculated for Change Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_calc_logic.htm&release=264.0.0&type=5)** The risk score for a change request is calculated using a weighted formula that evaluates change request attributes and optional questionnaire responses. The system produces a numeric score and assigns a corresponding risk level of Low, Medium, High, or Critical. - **[Modify Change Risk Assessment Logic for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cstmiz_decision_table.htm&release=264.0.0&type=5)** Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs. The decision table maps the normalized 1–100 score to a risk level. # Change the Data Category Path Shown in Your Site Use Salesforce Workbench to edit the default data category path customers see when they’re browsing your Service Catalog site. ### Required Editions
View supported editions.
User Permissions Needed
To build and configure Service Catalog site pages and components: Permissions and licenses associated with the LWR Service Catalog Site Builder
With the Data Category Path component placed in the header of your site, customers see the site page hierarchy as they browse the catalog and request items. For example, in the category path **Account Services > Billing**, customers can easily go back to any of the pages listed in the path by clicking the page name. However, the parent category is set to Help by default. So, from the example, the category path is **Help > Account Services > Billing**. To change the Help category name you must use Salesforce Workbench. 1. From Salesforce Workbench, on the QUERIES tab, enter this query where `‘...’` is your Service Catalog community name. Find your Service Catalog community name in **Setup > All Sites**. ``` SELECT Id, NetworkId, Network.name, DataCategoryName, DataCategoryGroupName, Label, Description FROM NetworkDataCategory WHERE Network.Name='LWR Service Catalog Site' ``` 2. Review the query output and copy the listed Id and NeworkID of the rows from the blank DataCategoryName and DataCategoryGroupName columns. ![Data categories id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_dc_path_query.png) 3. From the UTILITIES tab, under REST EXPLORER, select **PATCH**. 4. From the Endpoint field, enter this query. ``` /services/data/v60.0/connect/communities/${communityId}/network-data-category/${networkDataCategoryId} ``` ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Always check that you have the correct Salesforce API version. 5. Make these edits to the query. 1. Replace `${communityId}` with your copied ID. 2. Replace `${networkDataCategoryId}` with your copied NetworkID 3. Affix ?label={} to the end of the query where {} contains the new parent category name, such as in this example. `?label=Products and Services` 4. In the Payload field, enter {}. Here’s the new query following from the example. ``` /services/data/v61.0/connect/communities/0DBOG0000001bo84AA/network-data-category/0DBOG0000001bo84AA?label=Products and Services ``` 6. Confirm your updates in your published and activated Service Catalog site. Don’t confirm in Experience Builder. **Products and Services > Account Services > Billing** Next, proceed to [Launching Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_launch.htm&type=5&language=en_US). #### See Also - [_Salesforce Help_: Create a Data Cateogry Group](https://help.salesforce.com/s/articleView?language=en_US&id=sf.svc_dc.htm&type=5) - [_Salesforce Help_: Work With Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&type=5&language=en_US) # Change What Supervisors See in Command Center for Service Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: “Customize Application”
You can’t add users to supervisor configurations via roles or “Grant Access Using Hierarchies.” Supervisor configurations only support users who are directly assigned to a public group. 1. From Setup, enter Supervisor Configurations in the Quick Find box, then select **Supervisor Configurations**. 2. Click **New**. 3. Enter a name for your configuration. The Developer Name populates automatically. 4. To assign supervisors to the configuration, select users or their profiles in the Which Supervisors Are Impacted? section. A user configuration overrides a user profile configuration. Only users who have a service presence status assigned to them via permission set or profile appear in the Available Users list. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This configuration doesn’t change the supervisors’ access to reps, queues, or skills. It filters what they see on the Command Center for Service tabs only. 5. To filter the reps that these supervisors can see in the Service Reps tab of Command Center for Service, add at least one rep or public group in the Select Visible Agents section. When searching for a public group by name, a maximum of 2,000 public groups appear in the search results. The reps that you select are the ones that supervisors see in Command Center for Service. Command Center for Service shows active and inactive reps. Your selections also filter the data used to calculate the metrics on the Wallboard tab. 6. To filter the AI agents that these supervisors can see in the Agentforce Agents tab of Command Center for Service, add at least one agent in the Select Visible Agentforce Agents section. The AI agents that you select are the ones that supervisors see in Command Center for Service. 7. To filter queues from the Queues Backlog and In-Progress Work tabs, select at least one queue in the Select Visible Queues section. For example, to provide better support for cases from top accounts, filter the Queues Backlog tab to show only those accounts. These selections filter the data used to calculate the metrics on the Wallboard tab. When a supervisor [changes queues assigned to reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills_assigned_to_agent.htm&language=en_US), only the queues specified in their supervisor configuration are shown. If there’s no supervisor configuration for that supervisor, all queues are shown. 8. To filter skills from the Skills Backlog tab, select the skills in the Define Visible Skills section. You also have to specify whether to show work items with at least one specific skill or all specified skills. These selections filter the data used to calculate the metrics on the Wallboard tab. You can select up to 30 skills. 9. To show an action in an Command Center for Service tab, in the Define Actions section, select the tab, and then move the action to the Selected Actions column. The Define Actions section shows system and custom actions. You can add up to 10 actions on each tab. Use the Up and Down arrows to reorder the selected actions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you add a custom action in the supervisor configuration, to see the action in Command Center for Service, a supervisor either needs the "Run Flows" user permission, the Flow User field enabled on their user detail page, or access to the flow if **Override default behavior and restrict access to enabled profiles or permission sets** is selected for the flow. 10. To select the visible tabs in Command Center for Service, scroll to the Define Visible Tabs section and move tabs to the Selected Tabs list. Tabs appear in Command Center for Service in the order shown in the Selected Tabs list. You can create custom tabs via the [Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&language=en_US), using the [Command Center for Service Page](https://help.salesforce.com/s/articleView?id=platform.lightning_page_types.htm&language=en_US) page type. This feature is available only in Enhanced Omni-Channel. 11. To give your reps more privacy, select **Hide the agent timeline from these supervisors**. 12. Click **Save**. #### See Also - [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&release=264.0.0&type=5 "To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work.") - [Setting Up Custom Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&release=264.0.0&type=5 "Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.") - [Change a User's Queues and Skills with Command Center for Service](https://help.salesforce.com/articleView?id=service.omnichannel_supervisor_change_queues_skills_assigned_to_agent.htm&type=5&language=en_US) - [Create Custom Tabs for Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") - [Show All Offline Service Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&release=264.0.0&type=5 "Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.") # Change Your Call Center State While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls. ### Required Editions
View supported editions.
User Permissions Needed
To change your call center state: Member of a call center
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To avoid receiving calls when you do not want them, you can set your call center state next to the agent icon in the softphone. Possible values for call center state include:
Call Center State Description
Ready for Calls You're not on a call, and you're prepared to receive the next direct or queued call.
Not Ready for Calls

You're not currently on a call, and you’re not prepared to receive the next queued call.

In this state you can still receive calls that are dialed directly to your extension.
On a Call You're currently connected to a caller and can’t receive either a direct or a queued call.
Wrap-Up You're currently on a call, and you wish to go directly to the Not Ready for Calls state when the call is complete.
Log Out You want to log out from your call center phone system and remain logged in to Salesforce. After you select this option, Salesforce CRM Call Center automatically closes the connection to your call center and displays the softphone login screen.
When you first log in to Salesforce CRM Call Center, your call center state is automatically set to Not Ready for Calls. You must choose Ready for Calls from the dropdown list before you can receive any calls. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features can be unavailable with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Log In to the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_login.htm&release=264.0.0&type=5 "Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.") - [Make a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5 "In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.") - [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.") # Change Your Chat Status Change your Chat status to control when you’re available to receive new and transferred chats. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). In Chat, you can set your online status to online, away, or offline. When you exit Chat, your status automatically changes to offline and any active chat sessions end. 1. Click the Chat footer or Omni-Channel window to open the chat monitor. 2. Click the drop-down arrow in the upper right corner of the chat monitor to view your status options. 3. Select your status. - **[Chat Statuses](https://help.salesforce.com/s/articleView?id=service.live_agent_statuses.htm&release=264.0.0&type=5)** Chat statuses define how you can interact with customers while you're online, away, or offline. # Channel Menu Considerations and Limitations When setting up your channel menu, keep these restrictions and considerations in mind. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you change your channel menu setup, the results can take up to 10 minutes to appear on your website due to caching. ## Enhanced Web Chat - A channel menu can support one Enhanced Web Chat channel, and the channel's deployment must have been published in the current or previous release. To get the latest version of features, security fixes, accessibility updates, and more, republish your Enhanced Web Chat deployment after every Salesforce release. - If your channel menu is connected to an Enhanced Web Chat channel, you can only add it to the footer region of an Experience Cloud site. ## Legacy Web Chat - You can select only one Embedded Service chat type in the same channel menu. Multiple chat channels create duplicate chat messages and repeat loading of JavaScript libraries. - If you configure your channel menu to show only Web Chat, the button isn’t displayed to your customers if service reps aren’t available. For the button to appear, this type of setup requires an additional [step](https://help.salesforce.com/s/articleView?id=service.live_agent_change_status.htm&language=en_US) to bring the rep online before validating. ## Phone Channels Validation isn’t provided when you enter a phone number in your channel menu settings. If you intend to use the phone number for international customers, include a + sign with the country code. For example, +012125551212. ## WhatsApp For a more robust experience, your customers must install the WhatsApp native client version downloaded from whatsapp.com. Without the client, the Microsoft Store opens for Windows customers with the message “No apps named WhatsApp”. ## Static Resources - To use the latest static files, try to hard reload or clear the cache and refresh your web page. If the channel menu button doesn’t show after you complete setup, check for errors in the browser console. A missing button typically indicates a problem with downloading the script. - If you load static resource files for Experience Cloud sites, test your entire flow in the builder to discover any CSP errors. This step ensures that image URLs and assets from other domains specified in the static resource load at the appropriate time. Check the console first for CSP errors if something is missing. # Channel-Object Linking (Beta) Channel-Object Linking is a legacy tool that links contact records to phone calls, web chat sessions, and messaging sessions in standard Facebook and WhatsApp channels. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Check out [Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&type=5&language=en_US) for a modernized, flexible solution. Individual-Object Linking associates lead, contact, employee, and person account records to voice calls, cases from Email-to-Case, and messaging sessions in all channels. - **[Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)](https://help.salesforce.com/s/articleView?id=service.channel_object_linking_setup_flow.htm&release=264.0.0&type=5)** Add channel-object linking rules to your org with a quick guided setup flow. - **[Add Channel-Object Linking Rules for Voice Calls (Beta)](https://help.salesforce.com/s/articleView?id=service.channel_object_linking_phone.htm&release=264.0.0&type=5)** Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records. - **[Support Rep Experience for Channel-Object Linking (Beta)](https://help.salesforce.com/s/articleView?id=service.channel_object_linking_agent_experience.htm&release=264.0.0&type=5)** While the support rep is in a session with a user, a notification appears in the Lightning console when a rule takes place. The support rep can click the link in the notification to get more detail or perform other actions. # Channel-Specific Rendering for Choices Components Choices components render differently depending on the messaging channel. Each channel supports unique interactive message types and limits. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To add, edit, or delete channels Customize Application
## Channel-Specific Rendering Behavior The table shows how choices components render across different messaging channels. | Choices Component | WhatsApp | Facebook Messenger | In-App and Web Messaging | SMS | | --- | --- | --- | --- | --- | | Buttons | List Selector | Quick Replies | Buttons | Text | | Menu with 3 or fewer options | Inline buttons | Menu | Menu | Text | | Menu with more than 3 options | List Selector | Menu | Menu | Text | In Bot Builder, configure the choices component by selecting either Buttons or Menu from the **Display Choices As** setting. The rendering in WhatsApp depends on the selected option and the number of choices configured. Buttons component ![Bot Builder showing Buttons selected with three choice options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choices_config_buttons.png) Menu component with 3 or fewer options ![Bot Builder showing Menu selected with three choice options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choices_config_menu_three.png) Menu component with more than 3 options ![Bot Builder showing Menu selected with four choice options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choices_config_menu_four.png) Bot Builder component names don't always reflect how the component renders in every messaging channel. Rendering behavior depends on channel capabilities and supported message layouts. ## WhatsApp Considerations WhatsApp rendering behavior depends on supported interactive message types and platform limits. - WhatsApp doesn't support Quick Replies. - Inline buttons support up to 3 options. - List Selectors support up to 10 rows. - Buttons components renders as a List Selector. - Menu components with 3 or fewer options renders as inline buttons. - Menu components with more than 3 options renders as a List Selector. When you configure a Menu component with 3 options, WhatsApp renders them as vertical inline buttons. ![WhatsApp conversation showing three vertically stacked buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_whatsapp_three_buttons.png) When you configure a Menu component with 2 short options, WhatsApp renders them as horizontal inline buttons. ![WhatsApp conversation showing two horizontally arranged buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_whatsapp_two_buttons.png) When you configure a Buttons component or a Menu component with more than 3 options, WhatsApp renders the component as a List Selector. The List Selector initially appears in a collapsed state. ![WhatsApp conversation showing collapsed List Selector](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_whatsapp_list_collapsed.png) You can tap the List Selector to view all available options. The expanded List Selector displays all configured choices. ![WhatsApp conversation showing expanded List Selector with all support options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_whatsapp_list_expanded.png) When you select an option, the selection appears in the conversation. ![WhatsApp conversation showing selected option in message bubble](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_whatsapp_list_category_selected.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Meta's WhatsApp Business API defines interactive reply buttons as "type": "button" (maximum 3 buttons) and interactive list messages as "type": "list" (up to 10 rows). Bot Builder's Buttons and Menu component labels refer to the bot authoring experience, not the specific WhatsApp message type that renders. Einstein Bots automatically selects the best supported message format based on each channel's capabilities. ## Best Practices - Test choices components in each supported messaging channel before deploying your bot. - Use 3 or fewer options when designing WhatsApp inline button experiences. - Use Menu components for larger option lists. - Review channel-specific rendering behavior during conversation design. #### See Also - [Connect a Standard Bot to Channels](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&language=en_US) # Chat Agent Configuration Settings Chat agent configuration settings control the functionality that’s available to agents and their supervisors. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Apply settings when you create or edit a Chat configuration. ## Basic Information Configure the basic functionality that’s available to agents when they chat with customers.
Setting What It Does
Chat Configuration Name

Name of this configuration.

This configuration name, or a version of it, automatically becomes the Developer Name.
Developer Name Sets the API name for this configuration.
Chat Capacity

Indicates how many chats an agent who is assigned to this configuration can be engaged in at the same time.

If Omni-Channel is enabled, the capacity is controlled in Omni setup.
Sneak Peek Enabled Indicates whether agents can see what a chat customer is typing before the customer sends a chat message.
Request Sound Enabled Indicates whether to play an audio alert when the agent receives a new chat request for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget.
Disconnect Sound Enabled Indicates whether to play an audio alert when a chat is disconnected for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget.
Notifications Enabled Indicates whether to display a desktop alert when an agent receives a new chat request for the Classic UI and Chat widget only. Doesn’t apply to the Omni widget.
Custom Agent Name Sets the agent’s name in the chat window.
Disable Auto-Greeting on Transfers/Conferences Disable auto-greetings during agent transfers or conferences so customers don’t receive multiple greetings.
Auto Greeting

Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request.

Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting.

Note
Note If an automatic greeting is set for your configuration and chat button, the chat button message overrides the configuration message.
Auto Away on Decline

Sets the agent’s Chat status to “Away” automatically when the agent declines a chat request.

This option applies for the Classic UI and only when agents are assigned to chat buttons that use push routing.
Auto Away on Push Time-Out

Sets an agent’s Chat status to “Away” automatically when a chat request that's been pushed to the agent times out.

This option applies for the Classic UI and only when agents are assigned to chat buttons that use push routing.
Critical Wait Alert Time Determines the number of seconds that the agent has to answer a customer’s chat before the chat tab alerts the agent to answer. To see in the console, set Chat transcripts as a workspace tab.
Agent File Transfer Enabled Indicates whether an agent can enable customers to transfer files through a chat.
Visitor Blocking Enabled Indicates whether an agent can block visitors from an active chat within the Salesforce console. See Let Your Agents Block Visitors by IP Address.
Assistance Flag Enabled Indicates whether an agent can send a request for help (“raise a flag”) to a supervisor.
## Assign Users Assign eligible users to the configuration to give them access to Chat functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning Users are assigned to only one Chat configuration at a time. If you assign the same user to a second configuration, the system removes that user from the first configuration without warning you. Assign users to one Chat configuration carefully. For example, let’s say that User A is assigned to Chat Configuration A. Then, you create Chat Configuration B and accidentally assign User A to it. Salesforce automatically removes User A from Chat Configuration A and reassigns the user to Chat Configuration B without notifying you. | Setting | What It Does | | --- | --- | | Available Users | Indicates the users who are eligible to be assigned to the configuration. | | Selected Users | Indicates the users who are assigned to the configuration. | ## Assign Profiles Assign eligible profiles to the configuration to give users who are associated with the profiles access to Chat functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the profile. | Setting | What It Does | | --- | --- | | Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. | | Selected Profiles | Indicates the user profiles that are assigned to the configuration. | ## Supervisor Settings (Live Agent Routing Only) Supervisor settings determine the Chat functionality that’s available to support supervisors. These settings, available only for the Classic UI, determine the default filters that apply to the Agent Status list in the supervisor panel.
Setting What It Does
Chat Monitoring Enabled Indicates whether supervisors can monitor their agents’ chats in real time while their agents interact with customers.
Whisper Messages Enabled Indicates whether supervisors can send private messages to agents while agents chat with customers.
Agent Sneak Peek Enabled Indicates whether supervisors can preview an agent’s chat messages before the agent sends them to the customer.
Default Agent Status Filter

Determines the default agent status, such as Online, Offline, or Away, by which to filter agents in the supervisor panel.

When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who have that status.
Default Skill Filter

Determines the default skill by which to filter agents in the supervisor panel.

When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who are assigned to that skill.
Default Button Filter

Determines the default button by which to filter agents in the supervisor panel.

When supervisors view the Agent Status list in the supervisor panel, they see a list of agents who are assigned to that button.
Assigned Skills

Determines the skills that are visible to supervisors in the supervisor panel.

When supervisors view the Agent status list in the supervisor panel, they see a list of agents who are assigned to these skills. If you don’t select any skills, the Agent Status list displays agents who are assigned to any skill.
## Chat Conference Settings Determine whether agents can invite other agents to join them in a customer chat. Chat conferencing lets your agents include multiple agents in a single chat. That way, your agents can help your customers get the solutions that they need without making your customers wait for their chats to be transferred. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Chat conferencing doesn’t support the Related Entities panel. If you attempt to use it with chat conferencing, important details aren’t be saved on your record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you use Omni-Channel routing, conferencing is available in Lightning Experience only. | Setting | What It Does | | --- | --- | | Chat Conferencing Enabled | Indicates whether agents can invite other agents to join them in customer chats. | ## Chat Transfer Settings Determine how agents can transfer chats to other agents.
Setting What It Does
Chat Transfer to Agents Enabled Indicates whether agents can transfer chats to another agent directly.
Chat Transfer to Skills Enabled

Indicates whether agents can transfer chats to agents assigned to a particular skill.

This option applies to Omni-routed conversation for Classic and Chat. This option isn’t available for Lightning and is different than Omni Skills-Based routing.
Chat Transfer to Skills

Determines the skill groups to which agents can transfer chats.

This option applies to Omni-routed conversations for Classic and Chat. This option isn’t available for Lightning and is different than Omni Skills-Based routing.
Chat Transfer to Chat Buttons Enabled Indicates whether agents can transfer chats to a button or queue.
Chat Transfer to Chat Buttons

Determines the buttons to which agents can transfer chats.

Agents can transfer chats to available agents who are assigned to those buttons.
- **[Supported Browsers for Chat Notifications](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_notifications_supported_browsers.htm&release=264.0.0&type=5)** Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use. # Chat Button Settings Chat button settings control the behavior of the chat buttons that customers use to interact with agents. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ## Basic Information Configure the basic functionality that’s available on a particular chat button.
Setting What It Does
Type

Determines the type of button that you want to create.

Warning
Warning When you create a chat button to host on your website, you must set this option to Chat Button.
Name

Names the chat button.

This button name, or a version of it, automatically becomes the Developer Name.
Developer Name Sets the API name for the chat button.
Language Sets the default language for text in the chat window.
Enable Customer Time-Out Indicates whether chats are ended if the customer doesn’t respond within a specified period.
Customer Time-Out (seconds) Sets the amount of time that a customer has to respond to an agent message before the session ends. The timer stops when the customer sends a message and starts again from 0 on the next agent's message.
Customer Time-Out Warning (seconds)

Sets the amount of time that a customer has to respond to an agent message before a warning appears and a timer begins a countdown.

The warning disappears (and the timer stops) each time the customer sends a message.

The warning disappears (and the timer resets to 0) each time the agent sends message.

The warning value must be shorter than the time-out value (we recommend at least 30 seconds).
Custom Agent Name Sets the agent’s name in the chat window.
Auto Greeting

Sets a customized greeting message that the customer receives automatically when an agent accepts the customer’s chat request.

Optionally, use merge fields to customize the information in your greeting by using the Available Merge Fields tool. For example, you can personalize the chat experience by using merge fields to include the customer’s name in the greeting.

Note
Note If you specify an automatic greeting message in both your Chat configuration and in an individual chat button, the message that’s associated with your chat button overrides the message that’s associated with your configuration.
## Routing Information Configure how the button or invitation routes chats to the best-fit agent.
Setting What It Does
Routing Type Sets how chats are routed to an agent. To configure dynamic skill requirements, select the Omni-Channel routing type and configure skills-based routing rules.
Skills Associates skills with the button. If you select Button Skills as the routing type, incoming chat requests are routed to agents with the skills that you specify.
Enable Queue Indicates that queueing is enabled. Queueing allows incoming chat requests to wait in a queue until an agent with the appropriate skills is available to accept the chat.
Queue Size Per Agent Determines the queue’s capacity to hold chat requests per available agent. For Live Agent routing or when chats have a size of 1, this setting controls the number of chats allowed to queue for each agent.
Overall Queue Size

Determines the queue’s capacity to hold chat requests. For Live Agent routing or when chats have a size of 1, this number is the maximum number of chats allowed to queue.

Note
Note If a chat is routed based on skills, the queue size is per skill. For example, if an Omni-Channel flow or skills-based routing rules add three skill requirements, the queue size limit is three times the size defined for the chat button. As a result, Omni Supervisor can show a larger queue size than the limit that’s defined in this chat button setting.
Automatically Accept Chats Chat requests originating from the button are automatically accepted by the first available agent.
## Chat Button Customization You can optionally customize your chat button with custom images by associating your deployment with a Salesforce site and its static resources. | Setting | What It Does | | --- | --- | | Site for Resources | Determines the Salesforce site that’s associated with the chat button. By associating your button with a Salesforce site, you can customize the button with branding images. Store your branding images as static resources with your Salesforce site. | | Online Image | Sets the custom button graphic that appears when the chat button is available for customers to request new chats. | | Offline Image | Sets the custom button graphic that appears when the chat button is unavailable. | | Custom Chat Page | Replaces the standard chat window with a custom chat window page that you’ve developed. Use this option only to use a chat window other than the default chat window. | | Pre-Chat Form Page | Directs chats to the Lightning Platform page that hosts your customized pre-chat form that customers see before they begin a chat with an agent. | | Pre-Chat Form URL | The absolute URL of your pre-chat form page. | | Post-Chat Page | Directs chats to your customized post-chat page that customers see after they complete a chat. | | Post-Chat Page URL | The absolute URL of the web page that hosts your post-chat page. | #### See Also - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") - [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.") - [Chat Queuing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_queuing_options.htm&release=264.0.0&type=5 "Queuing options in Chat let you control how incoming chat requests are handled when no agents are available.") - [Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5 "Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.") # Chat Cookies in Service Chat in Agentforce Service (formerly Service Cloud) uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Salesforce doesn’t currently provide out-of-the-box functionality for end-user cookie consent management for Chat. The platform is compatible with many existing third-party solutions. We recommend that you work with you internal IT teams or consult your implementation partners to identify the right solution for your organization’s needs. Chat collects two different types of cookies: - Required: Strictly necessary for the website to work correctly. - Functional: Used for analytics and performance. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note While Chat can run without the use of functional cookies, site functionality can be reduced, depending on the cookie’s purpose. You can use your consent manager to [provide users the ability to opt in or opt out of optional cookies](https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/live_agent_dev/live_agent_deployment_api_code_sample.htm). The following table describes the Chat cookies collected by Salesforce. | Cookie Name | Duration | Cookie Type | Description | | --- | --- | --- | --- | | `"liveagent_invite_rejected_"+this.buttonId` | Session | Required | Remembers the rules set by an admin to hide a chat invite button after a visitor accepts or rejects it. Without the cookie, the button repeatedly appears when triggered. | | `liveagent_sid` | Session | Functional | Captures a unique pseudonymous ID when a user requests a chat during an active session. Agent won’t know if a user is browsing to offer specific advice without the cookie. | | liveagent\_chatted | Session | Functional | Captures where a user requests a chat during an active session. Agent won’t know where a user is browsing to offer specific advice without the cookie. | | `liveagent_vc` | 1 year | Functional | Counts a user’s distinct browsing sessions on your website after closing previous sessions. Agent won’t see this information without the cookie. | | `liveagent_oref` | 1 year | Functional | Captures how visitors arrive at your website from either search results or affiliate links. This information won’t be available to agents without the cookie. | | `liveagent_ptid` | 1 year | Functional | Links previous chats and transcripts from a single visitor. For chats without this cookie, new LiveChatVisitor records or a new LiveChatTranscript are created each time for the same visitor. | #### See Also - [Embedded Chat Cookies](https://help.salesforce.com/s/articleView?id=service.embedded_chat_cookies.htm&release=264.0.0&type=5 "Embedded Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of your Embedded Service.") # Chat Deployment Settings Chat deployment settings control the functionality that’s available to agents and their supervisors while agents chat with customers. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Apply settings when you create or edit a Chat deployment. ## Basic Information Configure the basic functionality that’s available on a particular Chat deployment.
Setting What It Does
Chat Deployment Name

Names the deployment.

This deployment name, or a version of it, automatically becomes the Developer Name.
Developer Name Sets the API name for this deployment.
Chat Window Title Sets the name of the chat window as it appears to customers.
Allow Visitors to Save Transcripts Indicates whether customers can save copies of their chat transcripts after they finish chatting with an agent.
Allow Access to Pre-Chat API

Indicates whether developers can access and implement the pre-chat API.

The pre-chat API gives developers access to potentially personal information that customers provide in pre-chat forms, such as the customer’s name and email address.
Permitted Domains

Determines the domains that can host the deployment.

When using permitted domains:

  • List as many domains as needed, but only one per line.
  • Use only the domain and subdomain. For example, use xyz.domain.com, domain.com, or www.domain.com. Don’t include https:// or mappings to specific pages within a domain, such as domain.com/page.
  • Make sure that you specify all the domains that you want to allow to host the deployment.
  • To make the deployment usable on any domain, leave the Permitted Domains field empty.
Enable Custom Timeouts

Indicates whether the agent encounters a warning and timeout when one of these issues occurs:

  • The customer has a network issue that isn’t resolved before the warning time expires
  • The customer closes the browser tab/window without ending the chat

If the customer is idle but keeps the chat window open, no warning or timeout occurs.
Idle Connection Warning Duration Indicates the additional duration, in seconds, that the customer can remain unavailable or disconnected before a warning is sent to the agent. This value is added to the base value of 40 seconds to determine the total duration. Appears when Enable Custom Timeouts is selected.
Idle Connection Timeout Duration Indicates the additional duration, in seconds, that the customer can remain unavailable or disconnected before the chat ends. The default value is 110 seconds. This value is added to the base value of 40 seconds to determine the total duration. Appears when Enable Custom Timeouts is selected.
## Chat Window Branding You can optionally customize your chat windows with custom images by associating your deployment with a Salesforce Site and its static resources.
Setting What It Does
Branding Image Site

Determines the Salesforce Site that’s associated with the deployment.

By associating your deployment with a Salesforce Site, you can customize your deployment with branding images. Store your branding images as static resources with your Salesforce Site.
Chat Window Branding Image Sets the custom graphic that appears in the customer’s chat window.
Mobile Chat Window Branding Image Sets the custom graphic that appears in the customer’s chat window when the customer accesses chat from a mobile site.
#### See Also - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") # Chat for Support Agents Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). As a support agent, you assist dozens of customers with their support issues every day. Chat is fully integrated with the rest of Salesforce, making it easy for you to access all the information you need about your customers in a single workspace. In addition, Salesforce leverages the power of Agentforce Service (formerly Service Cloud), giving you access to important tools like a knowledge base and pre-defined support messages, that let you assist your customers and close cases more quickly. Whether you're a seasoned veteran or new to Chat, there are several tools at your disposal that make it easy to assist multiple customers at the same time with chat. Let's get started. - **[Assist Customers with Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_assist_customers_with_chat.htm&release=264.0.0&type=5)** Use Chat to quickly help your customers solve issues. - **[Transfer Chats to an Agent, Skill, or Button](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_about.htm&release=264.0.0&type=5)** Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. This information applies to chats routed with Live Agent routing only. - **[View Customer Records in the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_view_customer_records.htm&release=264.0.0&type=5)** Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic. #### See Also - [Chat for Support Supervisors (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisors_intro.htm&release=264.0.0&type=5 "Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic.") - [Permissions for Chat Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5 "Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.") # Chat for Support Supervisors (Salesforce Classic) Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). As a support supervisor, you oversee your employees to ensure that they provide the best customer support possible. Chat is fully integrated with the rest of Salesforce, making it easy for you to access the information you need about your agents and their chat activity in a single workspace. Whether you're a seasoned veteran or new to Chat, there are several tools at your disposal that make it easy to support and monitor your chat agents as they work with customers. Let's get started. - **[Assign Skills to Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_supervisor_assign_skills.htm&release=264.0.0&type=5)** Assign skills to your agents as the expertise of your team evolves. #### See Also - [Chat for Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agents_intro.htm&release=264.0.0&type=5 "Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers.") - [Permissions for Chat Support Supervisors](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisor_permissions.htm&release=264.0.0&type=5 "You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information.") # Chat Queuing Options Queuing options in Chat let you control how incoming chat requests are handled when no agents are available. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). For each chat button or invitation that you create, you can enable queuing. Queuing puts incoming chat requests on hold if no qualified agents are available to accept the requests. You can also specify the maximum number of requests in a queue. By enabling queues and setting limits for them, you can control how incoming chat requests are handled, which helps agents manage chat backlogs. If queuing is enabled, your company can accept incoming chat requests even when agents are at capacity. You can specify the maximum number of requests to accept. Queuing helps agents work effectively and limits the amount of time that customers spend waiting to chat. Chat routing options determine the way that queuing works. Routing options are set through your chat button or automated invitation. See [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.") to learn more about how you can route chats to the right agents. Let’s look at how queuing and routing options work together.
Queuing Option With This Routing Option Results
Queuing is not enabled Choice
  • Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity.
  • Incoming chat requests are added to the Chat Requests list.
  • When agents have capacity for new chat sessions, they can select incoming requests from the list.
Queuing is not enabled Least Active or Most Available
  • Customers see your chat button and can submit new requests unless there are no qualified agents available or all online agents have reached capacity.
  • When agents have the capacity for new chat sessions, requests are routed to them.
Queuing is enabled without a per-agent or overall limit Choice
  • Customers see your chat button and can submit new requests unless there are no qualified agents available.
  • Incoming chat requests are added to the Chat Requests list.
  • When agents have capacity for new chat sessions, they can accept incoming requests from the list.
Queuing is enabled without a per-agent or overall limit Least Active or Most Available
  • Customers see your chat button and can submit new requests unless there are no qualified agents available.
  • When agents have the capacity for new chat sessions, requests are routed to them.
Queuing is enabled with a per-agent or overall limit defined Choice
  • Customers see your chat button and can submit new requests unless there are no qualified agents available, or until the queue limit is reached. Then, customers see the offline version of the button until older chat sessions have ended and an agent is available.
  • Incoming chat requests are added to the queue until the per-agent or overall limit is reached. No new requests are accepted until older chat sessions have ended.
  • When agents have capacity for new chat sessions, they can accept incoming requests from the list.
Queuing is enabled with a per-agent or overall limit defined Least Active or Most Available
  • Customers see your chat button and can submit new requests unless there aren’t any qualified agents available, or until the queue limit is reached. Then, users see the offline version of the button until older chat sessions have ended and an agent is available.
  • Incoming chat requests are added to the queue until the per-agent or overall limit is reached. No new requests are accepted until older chat sessions have ended.
  • When agents have capacity for new chat sessions, requests are routed to them.
#### See Also - [Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5 "Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.") # Chat Routing Options Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available. ### Required Editions
View supported editions.
![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_example.png) Example ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).
Routing Option Description
Omni-Channel Incoming chats are routed to agents using Omni-Channel queues. To configure dynamic skill requirements, select the Omni-Channel routing type and configure skills-based routing rules.
Button Skills

Incoming chats are routed to agents using skills associated with the button.

Note
Note You can't transfer a chat conference if it’s routed using button skills. To transfer chat conferences, change the routing type to Omni-Channel.
Choice Incoming chat requests are added to the queue in Chat in the Salesforce console and are available to any agent with the required skill. Not supported in Lightning Experience.
Least Active

Incoming chats are routed to the agent with the required skill who has the fewest active chats.

This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent. Not supported in Lightning Experience.
Most Available

Incoming chats are routed to the agent with the required skill and the greatest difference between chat capacity and active chat sessions. For example: Agent A has a capacity of eight and Agent B has a capacity of two. If Agent A has two active chat sessions while Agent B has one, incoming chats are routed to Agent A.

This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent. Not supported in Lightning Experience.
# Chat Session Records Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Use Chat sessions to find and edit information about your support agents’ chats with customers. For example, you can create a list called "Today’s Sessions" to view chat activity that occurred in one day. You can associate session records with cases, accounts, contacts, and leads or link them with other objects through custom lookup fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you have the correct permissions, you can create, view, edit, or delete session records, just like other record types in Salesforce. However, session records are meant to provide a paper trail for the chats between your agents and customers, so we don't recommend tampering with these records in most cases. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Chat session records don’t include chats routed with Omni-Channel. Information about chats routed with Omni-Channel can be found in Agent Work records. # Chat Settings Learn more about Chat settings and figure out how customizations can make Chat work for you. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Chat Agent Configuration Settings](https://help.salesforce.com/s/articleView?id=service.live_agent_configuration_settings.htm&release=264.0.0&type=5)** Chat agent configuration settings control the functionality that’s available to agents and their supervisors. - **[Chat Deployment Settings](https://help.salesforce.com/s/articleView?id=service.live_agent_deployment_settings.htm&release=264.0.0&type=5)** Chat deployment settings control the functionality that’s available to agents and their supervisors while agents chat with customers. - **[Chat Button Settings](https://help.salesforce.com/s/articleView?id=service.live_agent_button_settings.htm&release=264.0.0&type=5)** Chat button settings control the behavior of the chat buttons that customers use to interact with agents. - **[Automated Invitation Settings](https://help.salesforce.com/s/articleView?id=service.live_agent_automated_invitations_settings.htm&release=264.0.0&type=5)** Automated invitation settings control the invitations that prompt your customers to chat with agents on your website. # Chat Setup Flow: What’s Next? Learn where you can customize and view what you set up during the Chat setup flow. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). After completing the setup flow, you’re ready to offer web chat to your customers. But before you open the floodgates, we recommend testing your chat implementation and exploring more Chat, Omni-Channel, and Embedded Service features. Test it Out Check out what you just built. Go to your default Lightning console app and change your Omni-Channel status to Chat. Then, open the web page where you placed your Embedded Service code snippet and request a chat. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you didn’t add yourself during the setup flow, you can add yourself to the permission set we created for you. Dive Into Omni-Channel Features Your Omni-Channel settings have much more to offer than what we turned on for you. Go to your Omni-Channel settings in Setup to turn on productivity-boosting features like decline reasons and push time-out. You can create statuses that make users available for one or more work types at a time. For example, you can have a presence status that makes the agents available for chats and another for cases and chats. To create and edit presence statuses, go to Setup in Salesforce Classic and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles. You can add Omni-Channel to any console app. Simply edit or create a new console app in the App Manager, or in you app settings in Salesforce Classic Setup. Brand Your Chats Update the colors, font, and branding images (like a logo and agent avatar) to the chat window over in Embedded Service Setup in Lightning Experience. Adding your own personal touch to the chat window gives your customers a seamless chat experience. Use Pre-Chat to Gather Information Embedded Chat gives you a declarative way to create a pre-chat form so you can get some basic information about your customer and their issue when they request the chat. Go to Embedded Service Setup in Lightning Experience to edit your deployment and customize your pre-chat form. Customize Embedded Chat with Code The Embedded Service code snippet we gave you in the flow is what’s generated by default when you set up Embedded Chat manually. You can add parameters to the code snippet, pre-populate fields on the pre-chat form, connect an automated invitation, create custom chat events, and more using JavaScript. Plus, you can create Lightning components that customize the user interface of the chat window. #### See Also - [_Trailhead_: Omni-Channel Basics](https://trailhead.salesforce.com/modules/service_omnichannel) - [Customize the General Branding for Your Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_branding.htm&release=264.0.0&type=5 "Select the colors and font used in your chat window to reflect your company’s brand identity.") - [Customize the Embedded Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_prechat_form.htm&release=264.0.0&type=5 "Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form.") - [_Embedded Service for Web Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_overview.htm) # Chat Statuses Chat statuses define how you can interact with customers while you're online, away, or offline. ### Required Editions
View supported editions.
| Status | Description | | --- | --- | | Online | You can receive and accept incoming chats and transfers. | | Away | You can continue any chat sessions you’ve already started, but you can’t accept incoming chats or transfers. | | Offline | You can't accept incoming chats or transfers, and no chats can be routed to you. | ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_example.png) Example ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). # Chat Transcript Events Live chat transcript events automatically track events that occur between your agents and customers during chats. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can edit live chat transcripts to track events that occur between your agents and customers during live chats. You can add the following events to a live chat transcript: | Event | Description | | --- | --- | | Chat Requested | Visitor requested a chat | | Queued | Chat request was placed in queue | | Routed (Push) | Chat request was routed to agent | | Routed (Choice) | Chat request was routed to all available, qualified agents | | Accepted | Chat request was accepted by agent | | Critical Wait Alert Time Reached | Agent failed to respond to the customer’s message before reaching the critical wait alert time | | Critical Wait Alert Cleared | Agent responded to the customer’s message after the critical wait alert was received | | Transfer Requested | Agent requested chat transfer | | Transfer Accepted | Chat transfer was accepted by agent | | Transfer Request Canceled | Chat transfer request was canceled by the agent who sent the request | | Transfer Request Declined | Chat transfer request was declined by the agent who received the request | | Transferred to Button | Chat was transferred to a button | | Transfer to Button Failed | Chat transfer to button was unsuccessful | | Chat Conference Requested | Agent sent a request to start a conference | | Chat Conference Canceled | Conference request was canceled | | Chat Conference Declined | Conference request was declined by an agent | | Agent Joined Conference | An agent joined the conference | | Agent Left Conference | An agent left the conference | | File Transfer Requested | A file transfer was requested | | File Transfer Canceled by Agent | File transfer was canceled by an agent | | File Transfer Canceled by Visitor | File transfer was canceled by the visitor | | File Transfer Succeeded | File transfer was successful | | File Transfer Failed | File transfer failed | | Canceled (Blocked) | An attempted chat was blocked via an IP blocking rule | | Blocked by Agent | An agent blocked an active chat (creating an IP blocking rule) | | Declined (Manual) | Chat request was declined by agent | | Declined (Time-Out) | Chat request timed out while assigned to agent | | Canceled (No Agent) | Chat request was canceled because no qualified agents were available | | Canceled (No Queue) | Chat request was canceled because there was no room in queue | | Canceled by Visitor | Visitor clicked **Cancel Chat** | | Agent Left | Agent left chat | | Visitor Left | Visitor left chat | | Ended by Agent | Agent clicked **End Chat** | | Ended by Visitor | Visitor clicked **End Chat** | | Connection Timeout | Visitor connection timed out | | Connection Warning | Warning that visitor hasn’t been connected for some time and the connection times out soon | | Other | Another event occurred | # Chat Transcript Fields Chat transcript fields help you track information about your agents’ chats with customers. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). A Chat transcript has the following fields, listed in alphabetical order. Depending on your page layout and field-level security settings, some fields might not be visible or editable.
Field Definition
Abandoned After The amount of time in seconds before the unanswered chat request was disconnected
Account Name The name of the account associated with the transcript
Agent Average Response Time The average time that it took an agent to respond to a chat visitor’s message
Agent Maximum Response Time The maximum time it took an agent to respond to a chat visitor’s message
Agent Message Count The number of messages an agent sent during the chat
Agent Skill The skill associated with the live chat button used to initiate the chat
Body The transcribed chat between an agent and a visitor
Browser The type and version of the browser used by the visitor
Browser Language The visitor's browser language selection
Case The case associated with the chat
Chat Button The chat button that the visitor clicked to initiate the chat
Chat Duration The total duration of the chat in seconds
Contact Name

The name of the contact that participated in the chat

Note that contacts and visitors are not the same. See Live Chat Visitor for more information.
Created By The user who created the transcript, including creation date and time (Read only)
Created Date The date and time the transcript was created (Read only)
Deployment The deployment from which the visitor initiated the chat
End Time The time the chat ended
Ended By Indicates whether the visitor or the agent ended the chat
Last Modified By The user who last modified the transcript, including date and time (Read only)
Last Modified Date The date and time the transcript was last modified (Read only)
Lead The name of the lead that was generated by the chat or discussed during the chat
Live Chat Transcript

Unique, numerical identifier automatically assigned to the transcript.

Administrators can modify the format and numbering for this field.

Transcript numbers usually increase sequentially, but sometimes they can skip numbers in a sequence.

Live Chat Visitor

Unique, numerical identifier automatically assigned to the visitor.

Administrators can modify the format and numbering for this field.

Visitor numbers usually increase sequentially, but sometimes they can skip numbers in a sequence.

Note that visitors and contacts are different: a visitor might be a contact, but this is not a requirement, and there is no relationship between contacts and visitors.

Location The visitor's geographic location. Either the city and state, or city and country (if the visitor is located outside of the United States).
Network The visitor's network or Internet Service Provider.
Owner

The name of the transcript owner. By default, the owner is the user who originally created the transcript (for example, the agent who answered the chat).

You can select a different user as the owner, or assign the transcript to a queue. When assigning transcripts to other users, make sure those users have the “Read” permission on live chat transcripts.
Platform The user's operating system
Primary Skill Primary Skill is not used for chat and can be empty.
Referring Site

Site the visitor was on before they came to your website.

For example, if the visitor used Google to search for your support organization’s website, the referring site is Google.

Request Time The time that the visitor initially requested the chat
Screen Resolution The screen resolution used by the visitor
Start Time The time that the agent answered the chat request
Status Completed or Missed. A missed chat was requested but not answered
Supervisor Transcript Body Contains the whisper messages from supervisors
User Agent A string that identifies the type of browser and operating system the visitor used
Visitor Average Response Time The average time that it took a visitor to respond to an agent comment
Visitor Maximum Response Time The maximum time it took a customer to respond to an agent’s message
Visitor IP Address The IP address of the computer that the visitor used during the chat
Visitor Message Count The number of messages a visitor sent during the chat
Wait Time The total amount of time a chat request was waiting to be accepted by an agent
# Chat Transcripts A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). When a chat ends successfully by a customer or an agent, the chat transcript is created as soon as the agent closes the chat window and any related tabs. When you’re using Omni-Channel routing, the chat transcript is created when the chat’s requested by a visitor. You can associate a transcript with cases, accounts, contacts, and leads, or you can link it to other objects. If you have the correct permissions, you can create, view, edit, or delete chat transcripts, just like other record types in Salesforce. However, chat transcripts are meant to provide a paper trail for the chats between your agents and customers, so we don't recommend tampering with these records in most cases. With Live Agent routing, it can take up to 30 minutes to create the transcript if a chat is disconnected or experiences another error. To be transparent with your customers, you can let them know what we do with chat transcripts in the auto-greeting shown when an agent accepts a customer’s chat request. Here are a few sample greetings: Thanks for chatting. Agent {name} joined the conversation. Just so you know, we may record and track conversations to help improve your experience. Before we get started, note that your conversations may be stored for quality, training, or other purposes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important This article isn’t legal advice. To make sure that you address any compliance considerations with respect to the storage or use of messaging transcripts, check with your legal counsel. - **[Chat Transcript Fields](https://help.salesforce.com/s/articleView?id=service.live_agent_transcript_fields.htm&release=264.0.0&type=5)** Chat transcript fields help you track information about your agents’ chats with customers. - **[Chat Transcript Events](https://help.salesforce.com/s/articleView?id=service.live_agent_transcript_events.htm&release=264.0.0&type=5)** Live chat transcript events automatically track events that occur between your agents and customers during chats. # Chat Visitor Records Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Each new visitor is associated with a session key, which Salesforce creates automatically. A session key is a unique ID that is stored in the visitor record and on the visitor's PC as a cookie. If a customer participates in multiple chats, Salesforce uses the session key to link the customer to their visitor record, associating that record to all related chat transcripts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you have the correct permissions, you can create, view, edit, or delete visitor records, just like other record types in Salesforce. However, visitor records are meant to provide a paper trail that associates your customers with their chat transcripts, so we don't recommend tampering with these records in most cases. # Chat with Customers Accept incoming chat requests to begin chatting with customers in a Salesforce console app. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). When you receive a new chat or transfer request, the pending request appears in your chat monitor. You can see the deployment or website the chat came from, the customer’s name (if it's available), and the number of minutes the request has been waiting to be answered. You can chat with several customers at the same time. Each chat sessions opens in a separate primary tab. 1. In the chat monitor, click **Accept** on the chat request. The chat log opens in a new primary tab. 2. Type your message to the customer in the message field. 3. Click **Send** or hit ENTER on your keyboard to send your message to the customer. 4. Click **End Chat** when you're done assisting the customer. If the customer ends the chat first, a notice appears in the chat log. #### See Also - [Send Quick Text Messages in Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_send_quick_text_messages.htm&release=264.0.0&type=5 "Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more.") - [Attach Articles to Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_articles_to_chats.htm&release=264.0.0&type=5 "Use the Knowledge One widget to find articles that help solve customer issues during chats.") - [Transfer Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_requests.htm&release=264.0.0&type=5 "You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests.") - [Transfer Files During a Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_files.htm&release=264.0.0&type=5 "Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues.") - [Attach Records to Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_attach_records_to_transcripts.htm&release=264.0.0&type=5 "Search for or create records to attach to a chat transcript as you chat with customers in a Salesforce console app.") - [End a Chat Session](https://help.salesforce.com/s/articleView?id=service.live_agent_end_chat_session.htm&release=264.0.0&type=5 "End a chat session after you’ve finished chatting with a customer and updating the records related to their chat.") # Chat with Customers on Your Website Give your customers real-time support with web chat. Add chat buttons to your web pages and send automatic chat invitations to people browsing your website. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Web chat consists of four parts: the Chat Console, Omni-Channel, Embedded Service, and Einstein Bots. - Service reps use the Chat Console to send and receive messages. - Omni-Channel routes chat requests to the right service rep based on availability and qualifications. - Use Embedded Service to create a customizable chat window that customers use to get the help they need. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device. - Einstein Bots are computer programs that can save both your service reps and customers time by handling routine requests and gathering pre-chat information. Bots are your service reps' allies—not their replacements. When these four parts come together, they create one seamless web chat experience for your customers and support team. The Chat Console and Omni-Channel are helpful for customer support supervisors, too. Supervisors can monitor their team's chats and assist them in real time with whisper messages. They can also run reports on live chat session records to gain insight into how their service reps are performing. You can implement Chat almost entirely in Setup without writing code. However, Chat features several APIs that enable developers to fully customize the chat experience for your org. - **[Set Up Chat in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.live_agent_intro_lightning.htm&release=264.0.0&type=5)** Set up Chat so that your support agents use a Lightning console app to chat with customers. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. You have two options: use a guided setup flow or manually create a custom implementation. - **[Set Up Chat in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.live_agent_intro_classic.htm&release=264.0.0&type=5)** Set up Chat so that your support agents use the console in Salesforce Classic to chat with customers. You can also add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. - **[Set Up More Features for Chat](https://help.salesforce.com/s/articleView?id=service.chat_further_setup.htm&release=264.0.0&type=5)** Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more. - **[Chat for Support Supervisors (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisors_intro.htm&release=264.0.0&type=5)** Welcome to Chat for support supervisors! Chat makes it easy for your agents to support customers. With Chat's supervisor tools, you can easily monitor your agents' activities, assist your agents in chats, and view data on your agents' chat sessions. This information applies only to Chat in Salesforce Classic. - **[Chat for Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agents_intro.htm&release=264.0.0&type=5)** Welcome to Chat for support agents! Chat is a comprehensive chat solution that makes it easy for you to support customers. - **[Embedded Chat](https://help.salesforce.com/s/articleView?id=service.snapins_chat_overview.htm&release=264.0.0&type=5)** Add an embedded chat window to your company website for customers to get quick answers to their questions while browsing your pages. Include a pre-chat form to collect key information and customize the experience to match your branding. - **[Einstein Bots Chat](https://help.salesforce.com/s/articleView?id=service.bots_service_web_chat.htm&release=264.0.0&type=5)** Lighten the load on your support agents with automated chat bots that can address straightforward issues or questions from your customers. # Chat with Customers with Einstein Bots In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate common tasks and help your teams do more. ![banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_learning_map_banner.png)

Understand Einstein Bots header

Understand Einstein Bots

Trailhead: Einstein Bots Basics

What Makes Bots Tick?

Define Bot Tasks header

Define Bot Tasks

Plan Your Einstein Bot

Trailhead: Einstein Bots Project Planning

Build & Customize Your Bot header

Build & Customize Your Bot

Create an Einstein Bot

Understand Einstein Bot Dialogs

Video: How to Enable Natural Language Processing in Your Einstein Bot

Use Intents to Understand Your Customers

Trailhead: Improve Conversation Design

Launch on Channels header

Launch on Channels

Connect Your Bot to Your Channels

Preview Your Bot

Activate Your Bot

Improve Bot Performance header

Improve Bot Performance

Evaluate How Well Your Bots Understand Your Customers

Monitor, Analyze, and Refine Bot Activity

Troubleshoot Your Bot

Improve Your Bot

Navigating Bot Conversations

Connect Einstein Bots to External Sources header

Connect Einstein Bots to External Sources

Salesforce Developers: Einstein Bots API & Java SDK

Salesforce Developers: Einstein Bots API Release Notes

Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight. # Chatter in the Field Service Mobile App Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed tab. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To customize fields tracked in feeds: Customize Application
To view the field tracking setup page: View Setup and Configuration
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note As of Spring ’26, Chatter is disabled by default in new Salesforce orgs. To use the Field Service Managed Package, you must [Enable Chatter](https://help.salesforce.com/s/articleView?id=experience.collab_enable.htm&type=5&language=en_US) in the Chatter Settings page in Setup. To show the Feed tab on the work order overview carousel, enable feed tracking on work orders. 1. From Setup, enter Chatter into the Quick Find box and select **Feed Tracking**. 2. Select **Work Order** from the object list. 3. Check **Enable Feed Tracking**. 4. Click **Save.** These object types are allow listed to show the feed tab in the record detail page of the Field Service mobile app: Work Order, Work Order Line Item, Case, Service Appointment, Product, ProductRequest, ProductRequestLineItem, Asset. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Admins can disable feed tracking for these objects and the app will respect the setting. Limitations - The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab in Android is supported only on the work order, work order line item, and service appointment objects. - (Android only) Chatter is disabled when the app doesn’t have internet connectivity. #### See Also - [Customize Field Service Appointment Chatter Settings](https://help.salesforce.com/s/articleView?id=service.fs_appointment_chatter_settings.htm&release=264.0.0&type=5 "In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records.") # Check Connection Status and Address Provider Status Issues Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To run the Connection Status utility: Salesforce Voice Contact Center Rep permission set
If your Salesforce admin has added the Connection Status utility to a console app or Voice extension on Omni-Channel, you can check whether your workspace is set up correctly for Voice. You can also see tips for how to use Voice and Omni-Channel more effectively. If your Salesforce admin has turned on Provider Status, you can monitor your voice or Amazon Connect chat status in Amazon Connect and address status-related errors yourself by syncing your Omni-Channel status to your telephony provider status. ![Connection Status utility in a console app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_status_utility.png) 1. To run the Amazon Connect Endpoint Test Utility to verify your connection, click **Check Connection**. This test is available only for Service Cloud Voice with Amazon Connect. 2. To verify your web browser, microphone, presence statuses, virtual desktop infrastructure (VDI), or a third-party identity provider (IdP), click **Run Test**. Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO). If verification fails, messages instruct you how to debug your Voice setup to connect successfully. 3. For Salesforce Voice setups that use Amazon Connect as a telephony or CCaaS provider and have Provider Status turned on, your Amazon Connect status displays in real-time in the Connection Status utility’s minimized view. 1. To see the provider status in real-time in the status bar, first open the Connection Status utility at least once and then minimize it. 2. To find additional information about your status in Amazon Connect, open the Connection Status utility and check the Provider Status section. 3. To push your Omni-Channel status to Amazon Connect in rare cases where your status in both systems doesn’t align, click **Sync**. ![Provider Status section of Connection Status utility with Available vendor status and Omni-Channel Online status](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_provider_status_available.png) ## Provider Status Reference Use the information in the Provider Status section of the Connection Status utility to understand your real-time status in Amazon Connect and determine whether you need to sync your Omni-Channel status to Amazon Connect. For example, if your Omni-Channel status is Online but your provider status is stuck in an Error state, sync your status so that you can accept a voice call or message. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Provider Status applies to voice calls through Amazon Connect and messaging through Amazon Connect Chat. It isn’t currently available for voice or messaging services from other CCaaS providers. During a voice call or Amazon Connect Chat, states change in the Connection Status utility as your status changes. You should expect your status to change and briefly show a mismatch between Omni-Channel and your telephony or CCaaS provider. Statuses usually end up synced on their own after a transition period. We recommend clicking **Sync** to recover from rare out of sync issues when you are stuck in a mismatched state only. ![Provider Status section of Connection Status utility with 4 callouts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_provider_status_available_callouts.png) Sync button (1), Amazon Connect status or custom status name (2), the state type - whether work is routable to you (3), status description (4) These statuses are available in the Provider Status section. Provider Status | Status Type | Provider Status | Status Description | Sync Recommendation | | --- | --- | --- | --- | | NotLoggedIn | NotLoggedIn | Single Sign On (SSO) initialization with vendor isn’t complete. | Sync button is disabled. | | Offline | Offline | You’re offline and can’t receive work. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Routable | Available | You’re online and ready to accept work. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Routable | Available for Voice | You’re online and ready to accept work. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Not\_Routable\* | Busy | Custom status configured by Salesforce admin. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Not\_Routable | Default | Generic error that isn’t captured by a different state. For example, you declined or missed a callback. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Not\_Routable\* | Lunch Break | Custom status configured by Salesforce admin. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Not\_Routable | Pending | Incoming callback. We recommend that Salesforce admins avoid creating a custom state named Pending. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Not\_Routable | sfdc\_pending | Salesforce is still finishing processing the last call. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | System | AfterCallWork | Time for you to perform after call work. | If done with after call work and Omni-Channel shows a different status from the provider, then sync. | | System | Busy | On a call with a customer. | Sync button is disabled. | | System | CallingCustomer | Outgoing call. | Sync button is disabled. | | System | PendingBusy | Incoming call. | Accept the work from Omni-Channel. Sync button is disabled. | | Error | FailedConnectAgent | You weren’t connected. For example, you declined the work or were busy with work in other channels, triggering auto-decline due to Respect Rep Capacity. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Error | FailedConnectCustomer | Customer wasn’t connected. For example, customer disconnected their call or conversation. | No action needed unless Omni-Channel shows a different status. In that case, sync. | | Error | MissedCallAgent | You were assigned work but missed the call window or missed the call due to a technical issue. | No action needed unless Omni-Channel shows a different status. In that case, sync. | \*Custom statuses are included in the Not\_Routable status type. If you map a custom status to your telephony vendor with Presence Status Mapping, the custom status shows a mapped Not\_Routable status. If a custom state isn’t mapped with Presence Status Mapping, the provider status is Offline. #### See Also - [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") - [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") - [Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5 "Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.") # Check Rule Violations on the Field Service Gantt Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To enable dispatchers to check rules manually:

Custom permission sets:

  • Field Service Dispatcher Permissions
  • Field Service Dispatcher License

Custom permissions:

  • Enable Check Rules - All Services
  • Gantt and List - Enable Check Rules
  • Gantt and List - Enable Bulk Check Rule
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Right-click one or more appointments on the Gantt chart or list and click **Check Rules** to manually check rule violations for selected service appointments. To manually check rules on demand for all loaded services on the Gantt, click **Check Rules** next to the scheduling policy. The scheduling policy selected at the top of the appointment list controls which rules are applied. If a rule violation occurs, the service appointment appears on the Gantt with a yellow triangle. Hover over the appointment to view its details and violated rules. ![To learn more about rule violations, hover over the Gantt appointment with the yellow triangle.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_gantt_rules_violation.png) When optimizing your team’s or a service resource’s schedule, appointments with rule violations remain pinned. With Enhanced Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned or in a pinned status. Use the Check Rules feature to bulk-validate service appointments on the Gantt against your scheduling policy work rules and display rule violations. This feature is applicable only if your Rule Validation Frequency field in Field Service Settings isn’t set to Always. Always is the default setting for Salesforce orgs created before Summer ’21, where rules are checked for violations on all scheduled services after every operation. When you click the Check Rules button next to the scheduling policy, the system validates up to 6,000 service appointments on the Gantt against your work rules and checks for violations. If you receive a notification that not all appointments were validated against your policy rules, try to load fewer service appointments by shortening the horizon or viewing fewer service territories. Then perform the check again to ensure all appointments are validated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a bulk check rules operation is run, the service appointment records on the Classic Dispatch Console Gantt are checked for rule violations in batches. Each batch size can be up to 200 service appointments. However, if a batch has more than 40 assigned resources or spans over more than seven days, it’s split into multiple batches. The more fragmented the service appointments are over time and resources, the more batches are needed. For example, 80 service resources each with one assigned appointment on the same date results in two batches. A single resource with 12 service appointments each scheduled on the first day of each month results in 12 batches, each with a single service resource. The system processes up to 30 batches of service appointments during each check rules operation. The maximum number of appointments that can be validated against work rules in one check rules operation is calculated as 200 records per batch × 30 batches = 6,000 records. However, if fewer service appointments are found for the first 40 resources across the first 7 days of the Gantt horizon (for example, 100), that number is used for the batches. This option results in fewer records processed (100 records per batch × 30 batches = 3,000 records). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Too many work rules in a scheduling policy can result in an Apex CPU timeout when checking rules for a large number of service appointments. If you experience a timeout when checking rules, try removing some work rules, or check rules for fewer service appointments. When automatic scheduling is used—with the Schedule or Candidates action—rule violations don’t occur. Field Service automatically formulates schedules that don’t violate rules, so rule violations occur only as a result of manual scheduling. #### See Also - [Set Custom Permissions for Field Service](https://help.salesforce.com/articleView?id=service.pfs_custom_permissions.htm&type=5&language=en_US) - [Manage Rule Validation Checks](https://help.salesforce.com/s/articleView?id=service.pfs_manage_rule_validations.htm&release=264.0.0&type=5 "Set how often rules are checked for violations, and what triggers automatic rule validation checks.") # Check Voice Channel Performance Identify anomalies in your contact center and fix them on your own with documentation. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To create, update, and delete custom report types: Create and Customize Reports AND Manage Custom Report Types AND Modify All Data
To view Voice channel performance data Salesforce Voice Contact Center Admin Permission set
Evaluate the performance of your voice channel by adding two new Voice objects to your custom report types. Spot trends on disconnected calls missed calls by reps, call error rates, and other call actions to diagnose and resolve common Voice issues. Attributes on voice calls are stored in the two new Voice objects, Voice Channel Interaction Event and Voice Channel Interaction Detail Event. Admins can run reports to identify the root causes of contact center issues, and support managers can run reports to see call error descriptions. Additionally, developers can use the Developer Console to see the same data, but they can’t create, update, or delete the data via the API. Some metrics tracked in Voice performance reports may be a result of rep behavior or improper Voice configuration. For example, reps may open Voice in multiple browser tabs, causing their statuses to become out of sync, even though it’s recommended in Salesforce Help for them not to open Voice in multiple browser tabs. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Some metrics are only available for Salesforce Voice with Amazon Connect. All data for the new Voice objects are deleted after 30 days. - **[Create a Custom Report to See Voice Performance Trends](https://help.salesforce.com/s/articleView?id=service.voice_perf_create_report.htm&release=264.0.0&type=5)** Reports give you access to your Voice channel performance data, which you can examine in almost infinite combinations. - **[Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&release=264.0.0&type=5)** After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing. #### See Also - [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&type=5&language=en_US) - [Salesforce Voice Performance Metrics Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_performance_metrics_guide.pdf) # Choose a Recommendation from Einstein Next Best Action Consider actions and offers that result when you filter recommendations through Next Best Action strategies. If your admin has set up a deployment to show recommendations, the best ones display in a tab on the Actions & Recommendations component. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed
To run an action strategy or recommendation:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow
Your admin can configure a Next Best Action strategy that filters recommendations into customized actions and offers, such as a discount, a repair, or an add-on service. When you open a record page, a tab on the component displays the top recommendations for the record. To view the recommended actions or offers, click **Recommendations**. ![The component can include recommendations from your Next Best Action strategies.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_action_nba.png) When you accept a recommendation, it starts an associated flow that walks you through the steps. # Choose How Lists Display in a Salesforce Console in Salesforce Classic Administrators can change how lists appear to console users. ### Required Editions
User Permissions Needed
To choose how lists display: Customize Application
In a console, you can display lists in one of three ways: | List Type | Description | | --- | --- | | Full screen, unpinned | Lists are visible only when the navigation tab is selected. When you select a record from the list, it opens in a new tab. | | Pinned to top | Lists appear at the top of the page and are always visible. When you select a record from the list, it opens in a new tab below the list. | | Pinned to left | Lists appear on the left side of the page and are always visible. When you select a record from the list, it opens in a new tab to the right of the list. | 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app. 3. Click **Edit**. 4. Choose how you want lists to display. If you choose pinned lists, specify a default size, in pixels or percentage of screen space. 5. Click **Save**. #### See Also - [Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_resizing_lists.htm&release=264.0.0&type=5 "If an administrator has turned on pinned lists and chosen where they display on screen, you can resize and minimize the lists.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") # Choose Related Objects for the Agent Console's Mini View While you can choose which related objects appear in the Agent console's mini view, you can only choose objects with a lookup or master-detail relationship on the primary object. For example, from the cases object, you can choose account and contact because cases have account and contact lookup fields. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations.
User Permissions Needed
To set up the Agent console: Customize Application
1. From the object management settings for the object whose page layout you want to edit, go to Page Layouts. The standard or custom object you choose in this step represents the record in the detail view of the console, and the related objects in the mini view are the records associated with it. 2. Next to a page layout name, click **Edit**. 3. In the page layout header, click **Mini Console View**. 4. To select which related objects are displayed in the mini view, select a field name, and click **Add** or **Remove**. You can select objects only if they are defined as lookup relationships and those lookup fields are included on the page layout. To change the order of the related objects in the mini view, select a field name in Selected Relationship Fields, and click **Up** or **Down**. Click **Save** when finished. 5. Click **Save**. 6. Next, [define mini page layouts](https://help.salesforce.com/s/articleView?id=service.console_definelayouts.htm&type=5&language=en_US) to specify the fields and related lists to show for the related objects in the mini view. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip The fewer related objects you add to the Agent console's mini view, the easier it is for users to read the information displayed. The console can also process data faster when fewer related objects are added to the mini view. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You cannot choose related objects for the Close Case Layout or the Log a Case Page and View Cases Page layouts on the Self-Service Portal. #### See Also - [Set Up the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_setup.htm&release=264.0.0&type=5 "You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce.") - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) # Choose the Sharing or Access Model for Lightning Knowledge The standard Salesforce sharing model contrasts with the default for Knowledge, which uses data categories to control access beyond object permissions. When you use standard sharing, data categories no longer control record access. Your knowledge base continues to use data categories to classify articles. Data categories affect searches and queries and can be used as filters. ### Required Editions
Available in Lightning Experience. View supported editions.
To use the Salesforce sharing model for Knowledge: 1. From Setup, enter knowledge in the quick find box and select **Knowledge Settings**. 2. Click **Edit**. 3. Under Sharing Settings, select **Use standard Salesforce sharing**. ![Knowledge Settings page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_sharing_settings.png) 4. Save your changes. 5. To view the sharing settings for Knowledge, from Setup, enter sharing in the quick find box and select **Sharing Settings**. By default, the knowledge object uses Public Read/Write for internal users and Private for external access. 6. To add a sharing rule, click **New** under Knowledge Sharing Rules. You can switch from Salesforce sharing back to data category sharing by deselecting **Use standard Salesforce sharing** in the Knowledge Settings page. We recommend that you delete all sharing rules for knowledge articles before you switch back to data category sharing. Before you can turn off standard sharing, make sure that the organization-wide default access for internal and external users is Public Read/Write. Wait for any sharing recalculations to finish because you can’t change the sharing model while calculations are in progress. #### See Also - [Sharing Settings](https://help.salesforce.com/s/articleView?id=platform.managing_the_sharing_model.htm&type=5&language=en_US) - [Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_about_sharing_rules.htm&type=5&language=en_US) # Choose Your Open CTI Migration Path Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce. Salesforce supports four Voice [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US), each with its own distinct migration path for businesses using Open CTI. | Solution | Best For | Connector Source | Telephony Source | | --- | --- | --- | --- | | [1: Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange).") | Businesses whose existing Open CTI vendor (Genesys, Cisco, etc.) has released a Salesforce Voice-certified package | Vendor's AgentExchange (formerly AppExchange) package | Same vendor's existing telephony backend | | [2: Salesforce Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt_amazon.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony from Amazon Connect. This migration path is ideal if you already operate your own Amazon Connect instance and want to bring it into Salesforce Voice.") | Businesses who already operate their own Amazon Connect instance and want to bring it into Salesforce Voice | Salesforce-provided Amazon Connect connector | Customer-owned Amazon Connect instance | | [3: Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_amazon.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure.") | Businesses who want Salesforce to provision and manage Amazon Connect | Salesforce-provided Amazon Connect connector | Salesforce-provisioned Amazon Connect | | [4: Salesforce Voice (Native Telephony)](https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_native.htm&release=264.0.0&type=5 "Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required.") | Customers who want fully managed, zero-telephony-ops voice capability native in Salesforce | None (fully managed) | Salesforce-provisioned telephony | ## Decision Tree For help settling on a Voice solution, use this decision tree. ![Decision tree diagram to choose a path](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/cti/cti-migrate-decision-tree.png) ## Migration Timeline Here's what you can expect time-wise from your migration. | Migration Stage | Activity | | --- | --- | | Week 0 | Make an inventory of users, phone numbers, and existing reports. | | Week 1 | Install managed package or start provisioning. | | Week 2 | Set up Contact Center, Omni-Channel, service channels, queues, presence statuses. | | Week 3 | Build an Omni-Channel flow for screen pop and a record-triggered flow on VoiceCall. | | Week 4 | Sandbox validation: Validate end-to-end with select reps on real or simulated calls. | | Week 5 | Parallel run: Keep Open CTI in production, and run Salesforce Voice with a small rep group in a sandbox using real call volume. Forward phone numbers to a temporary number as needed. | | Week 6 | Production cutover, ideally mid-week or mid-month. | | Week 7 | Post-go-live monitoring. Once you are fully live, request porting of phone numbers instead of using forwarded numbers. | | Week 8 or later | Decommission the Open CTI package. | For paths 3 and 4, add an initial 2–4 weeks for Salesforce provisioning. # Choose Your Routing Destination Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots. ### Required Editions
View supported editions.
- **[Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&release=264.0.0&type=5)** Route work to queues to distribute the workload among a team of support reps. - **[Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5)** Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem. - **[Route to a Support Rep](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_agent_target.htm&release=264.0.0&type=5)** Route work directly to the preferred support rep. For example, you can route sales calls from existing customers to their account executives. - **[Route to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_ai_agent_target.htm&release=264.0.0&type=5)** Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships. - **[Route to a Bot](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_destination_bot.htm&release=264.0.0&type=5)** Route conversations to an enhanced bot over enhanced Messaging channels. You can add powerful business rules to an Omni-Channel flow to send a conversation to a bot. # Choose Your Routing Strategy Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports. ### Required Editions
View supported editions.
Choose one of these routing strategies to route work from your service channels. | Routing Strategy | description | | --- | --- | | Omni-Channel Unified Routing | Omni-Channel Unified Routing streamlines your operations. It handles routing from all service channels, except Bring Your Own Channel for CCaaS. It manages all rep capacity and status directly within Salesforce Omni-Channel. This approach eliminates the need for synchronization with external systems so you get a stable and consistent experience for your customers, reps, and supervisors. For more information, see [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&language=en_US). | | External Routing | With External Routing, Omni-Channel delegates routing to a third-party provider, such as a telephony or CCaaS provider. To integrate third-party routing with Omni-Channel using Salesforce standard APIs and streaming APIs, see [External Routing for Omni-Channel](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/omnichannel_external_routing.htm). | | Blended Routing | Blended Routing involves routing from both Salesforce Omni-Channel and a partner provider, such as Amazon Connect. Omni-Channel manages most channels, while the partner provider manages the rest. This strategy requires synchronizing rep statuses and capacities across both systems. Because of the dual routing engines, it’s more challenging to set up and blend channels. | To learn about other differences among these routing strategies, see _Knowledge Article_: [Routing Guidance: Choosing the Right Strategy](https://help.salesforce.com/s/articleView?id=004867790&type=1&language=en_US). Unless you’ve made significant investment in another routing strategy, we recommend that you use Omni-Channel Unified Routing. It provides a centralized, stable, and efficient environment for managing service channels and service rep work. You can route work to reps with specific skills, specific reps, and queues consistently across all service channels. Supervisors can monitor all service channels and listen in on conversations from Command Center for Service. Rep capacity and statuses are maintained solely in Omni-Channel, which eliminates the need for synchronization between two systems. This setup also streamlines the reporting process. Salesforce provides prepackaged rep performance and activity reports. # Choose Your Voice Telephony Model Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. Meanwhile, Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now part of Partner Contact Center. You may see references to telephony models including Salesforce Voice (Native Telephony), Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US).
Product

Agentforce Contact Center Voice

(formerly Salesforce Voice Native Telephony)

Partner Contact Center Voice

(formerly Salesforce Voice with Partner Telephony)

Partner Contact Center with Amazon Connect

(formerly Salesforce Voice with Amazon Connect)

Partner Contact Center with Amazon Connect - Bring Your Own

(formerly Salesforce Voice with Partner Telephony from Amazon Connect)
Summary Use the built-in telephony offering from Salesforce. Integrate Voice with the telephony provider of your choice. Create a Voice contact center with telephony provided by Amazon Connect. Integrate Voice with your existing Amazon Connect contact center.
Telephony provider Salesforce Your own telephony provider. Ask your Salesforce representative whether your provider can be used with Voice. Amazon Connect Amazon Connect
Best for you if... You want fast and easy end-to-end setup with out-of-the-box Agentforce voice-enabled agents. You want the Voice service rep and customer experience, but you’re happy with your current telephony provider. You want the Voice service rep and customer experience, and you want all the setup help you can get. You want the Voice service rep and customer experience, but you already built out your own Amazon Connect contact center.
Setup process Use Salesforce Go to set up a basic Agentforce Contact Center. Set up Voice in Salesforce through Setup pages. Manually integrate your telephony provider with Voice using a managed package. Set up Voice in Salesforce through Setup pages. Update a few settings in Amazon Connect. Salesforce takes care of most of the setup for you, including creating your Amazon Connect instance. Set up Voice in Salesforce through Setup pages. Manually configure your Amazon Connect instance, contact flows, and AWS services such as Lambda functions.
Billing process You receive a single bill from Salesforce. You receive separate bills from Salesforce and your telephony provider. You receive a single bill from Salesforce. You can monitor telephony usage and other metrics in a Salesforce report. You receive separate bills from Salesforce and Amazon Web Services.
Customer support Includes Salesforce Standard Support. Includes Salesforce Standard Support. Includes Salesforce Standard Support. Includes Salesforce Standard Support.
# Choosing the Right Service Console Version Salesforce offers multiple console versions. Each version comes with different default components for the console and Case page layouts. To significantly reduce the need for customization, choose the version that best meets your business requirements. ### Required Editions
Lightning Service Console is available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud
Service Setup Assistant is available in: Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions in orgs created before Spring '26
To help you select the most suitable service console version for your company, review these key considerations. - Check which service console versions are compatible with your Salesforce products, their edition, and your current setup. See [Supported Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_supports.htm&type=5&language=en_US). - To reduce customization efforts, choose a console version that, by default, includes the tabs and utilities your company uses most frequently. See [Default Components in Service Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_default_components.htm&type=5&language=en_US). - Select a console version that comes with the Case page components essential for your operations. See [Default Case Page Components in Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_default_case_components.htm&type=5&language=en_US). - **[Console Version Support](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_supports.htm&release=264.0.0&type=5)** The availability of console versions depends on your setup, the Salesforce products you use, and their edition. - **[Default Components in Service Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_default_components.htm&release=264.0.0&type=5)** Each version of the service console is equipped with a specific set of navigation tabs and utilities, by default. If needed, you can customize the components in the service console. - **[Default Case Page Components in Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_default_case_components.htm&release=264.0.0&type=5)** Each version of the service console includes a unique set of default components on the Case page. Other page layouts feature the same components across all console versions. #### See Also - [Console Version Support](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_supports.htm&type=5&language=en_US) # Classic Knowledge User Access Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create or edit users: Manage Internal Users
To create article types and article actions:

Customize Application

AND

Manage Salesforce Knowledge
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Not sure if you heard… Knowledge is available in Lightning Experience! To save yourself time and enjoy the full power of the Salesforce platform, we recommend getting started with [Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&release=264.0.0&type=5 "Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects."). Going forward, new features are available exclusively in Lightning Knowledge. By default all internal users can read articles. However some licenses like the Knowledge Only User licenses, require the “AllowViewKnowledge” permission on the user’s profile. To give a user the “AllowViewKnowledge” permission on their profile, activate the permission on a cloned profile and assign the cloned profile to the user. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To do more than read articles, support reps need the Knowledge User license. - From Setup, enter Users in the Quick Find box, then select **Users**. - Click **Edit** next to the user's name or click **New** to create a user. - If you are creating a user, complete all the required fields. - Select the Knowledge User checkbox. - Click **Save**. See User permissions control access to different tasks in Classic Knowledge. We recommend using permission sets or custom profiles to grant users the permissions they need. For example, you can create a permission set called “Article Manager” that includes the permissions to create, edit, publish, and assign articles. Refer to this table for details on permissions associated with Classic Knowledge tasks. Refer to [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") on permissions associated with Lightning Knowledge.
Salesforce Knowledge Task User Permissions Needed
To create article types: “Manage Salesforce Knowledge” (This permission is on by default in the System Administrator profile.)
To manage article actions:

“Manage Salesforce Knowledge”

This permission is on by default in the System Administrator profile.
To create articles from cases using the simple editor: “Read” and “Create” on the article type
To create articles from cases using the standard editor:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read” and “Create” on the article type
To search articles from cases and attach articles to cases:

“Read” on the article type
To create articles from answers:

“Read” and “Create” on the article type
To search for and read articles from the Article or Knowledge tab:

“Read” on the article type
To create or edit articles from the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, and “Edit” on the article type
To edit draft articles from the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read” and “Edit” on the article type
To delete articles from the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Edit”, and “Delete” on the article type

AND

A delete article action, set on the Article Actions Setup page.
To publish articles from the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, “Edit”, and “Delete” on the article type

AND

A publish article action, set on Article Actions Setup page
To assign articles for the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read” and “Edit” on the article type
To edit published or archived articles:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, and “Edit” on the article type

AND

A publish or archive article action, set on the Article Actions Setup page
To archive articles from the Article Management tab:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, “Edit”, and “Delete” on the article type

AND

An archive article action, set on the Article Actions Setup page
To submit articles for translation:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, and “Edit” on the article type

AND

A translate article action, set on the Article Actions Setup page
To delete translated articles:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Edit”, and “Delete” on the article type

AND

A delete article action, set on the Article Actions Setup page
To publish translated articles:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, “Edit”, and “Delete” on the article type

AND

A publish article action, set on the Article Actions Setup page
To edit translated articles:

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, and “Edit” on the article type

AND

A translate article action, set on the Article Actions Setup page
To import articles:

“Manage Salesforce Knowledge” (This permission is on by default in the System Administrator profile.)

AND

“Manage Articles”

AND

“Manage Knowledge Article Import/Export”

AND

“Read”, “Create”, “Edit”, and “Delete” on the article type
To import and export translated articles:

“Manage Salesforce Knowledge” (This permission is on by default in the System Administrator profile.)

AND

“Manage Articles” (This permission is on by default in the System Administrator profile.)

AND

“Manage Knowledge Article Import/Export” (This permission is on by default in the System Administrator profile.)

AND

“Read”, “Create”, “Edit”, and “Delete” on the article type
To create data categories “Manage Data Categories” permission. This permission is on by default in the System Administrator profile.
To enable service reps to perform their specific tasks, create [public groups](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_assign_users.htm&release=264.0.0&type=5 "Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.") for each role and assign only the necessary [article actions](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author.") to those groups. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Your Salesforce Knowledge service reps are a mixture of different levels of job experience and expertise in the products and services your company offers. These examples outline four basic types of users and some of the permissions they need to perform their jobs. Scott: The Reader Scott Jackson is relatively new to the company, so he’s a basic service rep of the knowledge base. Currently, he has read-only access to articles, so he can search and view articles. Readers don’t author or publish, so he won’t belong to a public group or need to submit articles for approval. He needs the following permissions to perform his job.
Scott Permission Article Type-Specific Permissions
Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete
Search articles from and attach articles to cases   checkmark      
Search for and read articles from the Articles tab   checkmark      
Amber: The Candidate Amber Delaney is a candidate-level support rep and can create and publish articles with statuses of either Work in Progress or Not Validated. If Amber works on an article with a different validation status, she must send it to a queue for approval before it’s published. Amber is part of the KCS Candidate public group and submits the articles she can’t publish to the Publishing External queue. She needs the following permissions to perform her job duties.
Amber Permission Article Type-Specific Permissions
Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete
Search articles from and attach articles to cases   checkmark      
Search for and read articles from the Articles tab   checkmark      
Create or edit article from the Article Management tab checkmark checkmark checkmark checkmark  
Edit draft articles from the Article Management tab checkmark checkmark   checkmark  
Edit published or archived articles checkmark checkmark checkmark checkmark  
Anne: The Contributor As a contributor, Anne Murphy is a more advanced Knowledge user. She understands the standards for articles in the organization and can create articles and publish articles with Validated Internal status. She can also work on articles authored by other users if they have either Work in Progress or Not Validated statuses, and can change them to Validated Internal. Since she doesn’t have permission to publish articles to an external audience, she must submit those customer-facing articles to the Publishing External queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Salesforce Classic, if you don't have the "Manage Articles" permission, you don't see draft articles. However, you can still approve draft articles by going to the Knowledge approval page. Anne is a member of the Contributor public group and she needs the following permissions to perform her job duties.
  Permission Article Type-Specific Permissions
Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete
Create articles from cases using the simple editor   checkmark checkmark    
Create articles from cases using the standard editor checkmark checkmark checkmark    
Search articles from and attach articles to cases   checkmark      
Create articles from answers   checkmark checkmark    
Search for and read articles from the Articles tab   checkmark      
  checkmark checkmark checkmark checkmark  
  checkmark checkmark   checkmark  
Delete articles (version or entire) from Article Management tab checkmark checkmark   checkmark checkmark
Assign articles from Article Management tab checkmark checkmark   checkmark  
  checkmark checkmark checkmark checkmark  
Archive articles from the Article Management tab checkmark checkmark checkmark checkmark checkmark
Pat: The Publisher Pat Brown is Knowledge domain expert and is responsible for reviewing and publishing articles to an external audience. He is a member of the Publisher public group. Pat also belongs to the Publishing External queue. He needs the following permissions to perform his job duties.
  Permission Article Type-Specific Permissions
Salesforce Knowledge Functionality Manage Articles Read Create Edit Delete
Create articles from cases using the simple editor   checkmark checkmark    
Create articles from cases using the standard editor checkmark checkmark checkmark    
Search articles from and attach articles to cases   checkmark      
Create articles from answers   checkmark checkmark    
Search for and read articles from the Articles tab   checkmark      
Create or edit article from the Article Management tab checkmark checkmark checkmark checkmark  
Edit draft articles from the Article Management tab checkmark checkmark   checkmark  
Delete articles (version or entire) from Article Management tab checkmark checkmark   checkmark checkmark
Publish article from Article Management tab checkmark checkmark checkmark checkmark checkmark
Assign articles from Article Management tab checkmark checkmark   checkmark  
Edit published or archived articles checkmark checkmark checkmark checkmark  
Archive articles from the Article Management tab checkmark checkmark checkmark checkmark checkmark
How they all work together Each user profile defines a service rep's permission to perform different job duties and functions. To enable service reps to perform these functions, you create [public groups](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_assign_users.htm&release=264.0.0&type=5 "Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.") for each role and assign only the necessary [article actions](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author.") to that group. The criteria you create in the [approval process](https://help.salesforce.com/s/articleView?id=service.knowledge_actions_create.htm&release=264.0.0&type=5 "Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.") defines which [validation status](https://help.salesforce.com/s/articleView?id=service.knowledge_validation_picklist.htm&release=264.0.0&type=5 "When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review.") can be automatically approved and published and which article must be approved and published by a domain expert. For example, Anne, the Contributor, can create a Validated External article, but based on the article actions assigned to her public group, the approval process sends her article to Pat, the Publisher, to be published. Pat, as a Publisher, can publish his own articles without submitting them to a queue. The following table lists the job functions that each role needs to perform on articles in the organization | Job Function | Reader | Candidate | Contributor | Publisher | | --- | --- | --- | --- | --- | | Create and publish Work in Progress | No | Automatically approved and published | Automatically approved and published | Yes | | Create and publish Not Validated | No | Automatically approved and published | Automatically approved and published | Yes | | Create and publish Validated Internal | No | Needs approval | Automatically approved and published | Yes | | Create and publish Validated External | No | Needs approval | Needs approval | Yes | | Update and publish Work in Progress | No | No | Automatically approved and published | Yes | | Update and publish Not Validated | No | No | Automatically approved and published | Yes | | Update and publish Validated Internal | No | No | Automatically approved and published | Yes | | Update and publish Validated External | No | No | Needs approval | Yes | - **[Create Public Groups for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_assign_users.htm&release=264.0.0&type=5)** Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow. - **[Assign Article Actions to Public Groups](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5)** Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Click Field Service Edge Field Service Edge is a SaaS solution for field service management for the most demanding mobile field service management challenges. Service Edge: - Builds on over 20 years of pioneering product development focused exclusively on optimizing field service. - Provides automated context-based recommendations for service planning, execution, and analysis. - Propels rapid value with intelligent decision making delivered to users in real-time. - Connects service professionals to the business and customers using collaborative mobile tools that improve the experience for each. - Boasts world class security, scalability, and performance for mission-critical service operations. - Uses patented artificial intelligence to transform field service from reactive to predictive. - Offers the richest mobility in field service, which elevates technicians to service professionals - making them positive brand ambassadors. - Transforms service into strategic engagements with customers that build loyalty, productivity, and lifetime customer value. - Enables easy and secure integration with external applications using out-of-the-box adaptors, integration platform, REST/JSON, Web Services/SOAP, and XML over HTTP. Service Edge offers business logic and technical functionality that facilitate successful implementation and operation by various roles within the field service organization, such as: - Schedulers and dispatchers - Field service representatives - Field supervisors - System administrators - Implementers - Managers Service Edge can be customized easily to support specific customer requirements. Service Edge is designed to allow multiple customers to share hardware resources and services while protecting their data privacy and security. For complete product documentation, download these files: - [FSE User Guide](https://org62.my.salesforce.com/sfc/p/000000000062/a/3y000002L3XU/P2z5C_uIEtW9z9Wyw3iW0eObc4FnIX3la.TRXKCTZOU) - [FSE Administration and Configuration Guide](https://org62.my.salesforce.com/sfc/p/000000000062/a/3y000002L3Xj/rT0Ppl0azd9zB.CTA0ZkNfVWOoIDWxTi_I4DiWKXp7s) - [FSE Integration and Developer Guide](https://org62.my.salesforce.com/sfc/p/000000000062/a/3y000002L3Xe/Jcg2MGZDJU0T5XsiY.hs6EUZpkmWYnCSyc0MATYn1V4) - [FSE Logic Documentation](https://drive.google.com/file/d/157S3H1YqdTVkcxq5beNX-_o0QdrS9Oil/view) To request access to the Logic documentation, [open a support ticket.](https://community.clicksoftware.com/) - [FSE Customer Engagement Module Guide](https://org62.my.salesforce.com/sfc/p/000000000062/a/3y000002L3XZ/iF0hlp1c2SQnSs_KW2q0OnDX.CVltSOXmZR7c1_xeac) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/images/icon_note.png) Note The PDF guides include information applicable for the Fuji MR17 release. For subsequent releases, see the What’s New pages. - **[Field Service Edge Data Exporter](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter.htm&release=264.0.0&type=5)** The Data Exporter tool helps Field Service Edge customers quickly transition to Salesforce Field Service. It does this using a workflow-based process that exports business data objects automatically and reliably. - **[Glossary for Service Edge](https://help.salesforce.com/s/articleView?id=service.fse_glossary.htm&release=264.0.0&type=5)** Learn about the terms you might encounter when working with Click Field Service Edge. - **[What’s New in Click Field Service Edge for Fuji MR23](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr23.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR23 release. - **[What’s New in Click Field Service Edge for Fuji MR22](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr22.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR22 release. - **[What’s New in Click Field Service Edge for Fuji MR21](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr21.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR21 release. - **[What’s New in Click Field Service Edge for Fuji MR20](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr20.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR20 release. - **[What’s New in Click Field Service Edge for Fuji MR19](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr19.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR19 release. - **[What’s New in Click Field Service Edge for Fuji MR18](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr18.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR18 release. - **[What’s New in Click Field Service Edge for Fuji MR17](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr17.htm&release=264.0.0&type=5)** Learn about the new features and enhancements that are part of the Service Edge Fuji MR17 release. - **[Known Issues in Click Field Service Edge](https://help.salesforce.com/s/articleView?id=service.fse_known_issues.htm&release=264.0.0&type=5)** This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release. # Clinical Vaccine Administration Capabilities Ensure training on vaccine administration. Manage community health, log and track administration of a vaccine, and analyze community-wide vaccine results monitoring. ## PROVIDER VACCINATION EDUCATION Ensure providers are informed of the latest protocols and clinical data related to the vaccine. Variations Departments of public health need the ability to publish the information while providers need the ability to search the information and know who has completed the training before working with the vaccine. Technical Capability Consider Salesforce Knowledge articles for publishing versions of guidelines on partner portals. Consider Marketing Cloud Engagement for campaign management by public sector to providers. Consider myTraihead for training vaccine administrators. Product and Feature Options
Products Features
  • Health Cloud
  • Service Cloud
  • Marketing Cloud Engagement
  • Enablement Sites (myTrailhead)
  • Knowledge
  • Email Studio or Audience Studio
## CHECK-IN VERIFICATION Ability to confirm the identity of the patient via multiple factors, capture any relevant payment or insurance information, and verify that the patient is entitled to receive the vaccine. Verification that the patient is entitled to receive the vaccine is primarily a COVID-19 requirement. Certain population cohorts are prioritized to receive the vaccine first. Referral redemption refers to some proof that the person appearing for vaccination is entitled to receive it. Ensure your implementation is also available to consumers who may not have access to smart phones or the internet. Technical Capability Consider using a Mobile App or SMS System with QR or reference code for verification of entitlement for vaccination. Consider Care Programs to define eligibility criteria or Care Program Cards to enroll patient cohorts and issue reference code. Consider Member Data Model for insurance and payer management. For more advanced verification processes, consider document automation. Product and Feature Options
Products Features
  • Health Cloud
  • Service Cloud
  • Mobile Connect
  • Care Program
  • Mobile SMS and Messaging
  • Custom
  • Member Data Model
  • Document Automation
## PROTOCOL GUIDED VACCINATION Ensure that the correct vaccine protocol is used or recorded against the vaccine administered to the patient. A vaccine protocol specifies the number of doses or quantity administered based on manufacturers directions and recommendations from an authority such as the Centers for Disease Control (CDC) or the World Health Organization (WHO). Technical Capability Consider Health Cloud electronic health record (EHR) objects, EHR vaccination protocol, EHR immunization, and EHR condition. Data Model might require an extension to correctly model the vaccine protocol and immunization relationship. Lightning Web Component may be required to provide a suitable user experience. Product and Feature Options
Products Features
  • Health Cloud
  • EHR Vaccination Protocol
  • Intelligent Sales
  • Custom
  • Flows
## CONSENT MANAGEMENT Consent to clinical treatment. Ability to confirm the identity of the patient from multiple factors, and the ability to capture, recapture, or verify patient medical consent for individuals or for underage individuals. Technical Capability Digital consent capture. If more advanced verification processes are needed, consider document automation. Identify if FDA CFR Part II is required. Product and Feature Options
Products Features
  • Health Cloud
  • Service Cloud
  • Digital Management
  • Document Management
## CLINICAL ASSESSMENT Ability to conduct a clinical assessment prior to the administration of the vaccine to capture relevant pre-screening protocols. A patient with certain attributes such as pre-existing medical conditions might be excluded from receiving the vaccine on the day scheduled. For example, a patient experiencing flu-like symptoms when they appear for vaccination. Technical Capability Consider using clinical assessment response with flow. Consider use of electronic health record (EHR) data model to capture conditions and allergy data. Consider surveys with or without data mapping. Product and Feature Options
Products Features
  • Health Cloud
  • Assessments
  • Surveys
  • EHR Data Model
## MANUFACTURE BATCH OR LOT RECORDING Ability to record which vaccine batch or lot was administered to a patient. Every vaccine has an associated batch or lot number and it might be allocated to thousands of vaccines. The accurate recording of the batch number is essential if circumstances arise where patients must be notified of an issue with a batch of vaccines. Technical Capability Use the standard field on the electronic health record (EHR) immunization for recording the batch number used for a patient. Consider Intelligent Sales for inventory and stock management or consider using assets for managing vaccine stock and the associated vaccine batch or lot number. Product and Feature Options
Products Features
  • Health Cloud
  • Intelligent Sales for Health Cloud
  • Asset
  • EHR Data Model
## VACCINE CLAIMS AND PAYMENT MANAGEMENT Ability to submit claims for reimbursement and to understand dispositioning. Also, the ability to view claim statuses, processed details, and payments due, as well as to submit for reimbursement depending on the insurer. Variations Consumers and providers might require the ability to view status and processing details. Providers and pharmacies might require the ability to process either directly with a department of public health or insurer. Technical Capability Consider the Order object to record the financial transaction. Custom objects might be required to manage reimbursement tracking. Implementation is likely to require an integration where state reimbursement must be coordinated. Product and Feature Options
Products Features
  • Sales Cloud
  • Service Cloud
  • Health Cloud
  • MuleSoft
  • Custom
#### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") # Clone a Bot Admins can clone a bot quickly to help with development, or they can create a similar bot for a different use case. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Cloned bots inherit settings from the Bot Overview page. They also inherit intent and utterance data from the original bot. After cloning, admins can add channels and build intent models. 1. Navigate to the Bot Setup Page and find the bot in the My Bots list. 2. Click the dropdown ![Click the dropdown to clone a bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png) and select **Clone**. 3. Enter a new Bot Display Name and API name. The bot requires a unique Bot Display Name and API Name for the cloned bot. 4. After you save your work, the Bot Builder opens to the new bot. # Clone a Call Center To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location. ### Required Editions
View supported editions.
User Permissions Needed
To view and clone a call center: Manage Call Centers
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To clone a call center: 1. From Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. 2. Click the name of the call center that you want to clone. 3. Click **Clone**. This action opens a new call center for editing with the same fields and values as the original call center. Only the Internal Name field is left intentionally blank to allow you to provide a new name. The Internal Name field is limited to 40 alphanumeric characters and must start with an alphabetic character. Internal Name must be unique for every call center defined in your organization. 4. Make any additional changes to the new call center as necessary. 5. Click **Save** to save the new call center, or click **Cancel** to return to the All Call Centers page without saving the cloned call center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you have read-only access to a field, the value of that field isn’t carried over to the cloned record. #### See Also - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5 "After you set up a call center, you can update the call center settings as your business needs change.") - [Display and Edit a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_editcc.htm&release=264.0.0&type=5 "A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features.") - [Import a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5 "To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce.") # Clone a Dialog or Dialog Step Cloning a dialog is a quick way to build your bot. Dialog step cloning helps you set up similar dialog steps with fewer clicks. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Bots that include similar tasks can benefit from dialog cloning. By building one time and then cloning, you can quickly customize dialogs to fit multiple automation paths. To clone a dialog: 1. Navigate to the Dialog tab in the Bot Builder and find the dialog to clone. Click the dropdown ![Clone a dialog in the action menu.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png) next to the dialog. 2. Select **Clone Dialog** in the dropdown. ![Click Clone Dialog to clone a dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_clone_dialog.png) 3. Enter a new dialog name and API name. The bot requires a unique Dialog Name and API Name for the cloned dialog. 4. If intent is enabled on your dialog, you can choose the destination of the intent data. You can choose to keep utterances and intent sets in the original dialog or move to the cloned dialog. ![Choose the location of your intent data.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_clone_dialog_intent.png) 5. Save your work. To clone a dialog step, hover over the ![Clone a dialog step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_clone_dialog_step_icon.png) icon in the dialog step and click to clone. The cloned dialog step appears below the original dialog step. # Clone a Knowledge Article Create a new article from an existing one, and copy the fields and attached files you select. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To clone a knowledge article:

Knowledge User license

AND

Create Knowledge Articles
1. Open a Knowledge article, and then click **Clone**. 2. In the Clone Article dialog, review **Title** and **URL Name**. - Title starts with "Copy of" followed by the original article title. - URL Name uses that title with hyphens. 3. Change the title and URL name so the new article fits its audience, product, or context. 4. To include files from the original article, select **Copy attached files**. 5. Under **Article Fields**, select the fields to copy. 6. Click **Clone**. ![The Clone Article dialog showing a prefilled Title and URL Name, Copy attached files selected, and all article fields selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_clone_article.png) After you clone the article, edit the new article, and then publish it or submit it for approval. # Clone a Standard Bot as an Enhanced Bot Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
When you clone a standard bot as an enhanced bot, the guided cloning experience reconfigures features that work differently for enhanced bots. Learn more in [About Cloning a Standard Bot as an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone_considerations.htm&release=264.0.0&type=5 "When you clone a standard bot as an enhanced bot, the guided cloning experience reconfigures features that work differently for enhanced bots."). - Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to create and manage Omni-Channel flows. - Visit [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") to get an overview of inbound and outbound routing with Omni-Channel Flow. 1. Go to the Einstein Bot Setup page and find the standard bot you want to clone in the My Bots list. 2. Click the dropdown and select **Clone**. 3. Enter a unique bot display name and API name. 4. Under Select a type of bot, select **Enhanced: A bot that uses flows for more flexible routing**. Then click **Next**. 5. Review the details about how we configure your new bot’s context variables, conversation routing, and custom dialogs. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If your bot dialogs contain any references to the Chat Key context variable, we generate a list of affected dialogs. Download the list, remove references to the variable from your dialogs, and then restart the cloning process. The list doesn’t include any references to the Chat Key variable in merge fields. After you clone your bot, consider reviewing the messages your bot sends your customers. 6. Save your changes. The system clones the bot and enters the Bot Builder Dialogs page.
Configure Routing for Your Bot  
Inbound: Send conversations to your enhanced bot Outbound: Transfer conversations from your enhanced bot

When you clone a standard bot as an enhanced bot, we create a simple inbound Omni-Channel flow for your bot. It’s saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the Bot Overview page.

To use this flow:

  • In Flow Builder, specify a fallback queue in the Route Work action. Then make any other customizations and activate the flow.
  • Add your flow to a Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup.

Otherwise, create an inbound Omni-Channel flow from scratch.

When you clone a standard bot as an enhanced bot, we create a simple outbound Omni-Channel flow for your bot. It’s saved as Route from [Bot Name] and appears in the Outbound Omni-Channel Flow setting on the Bot Overview page.

To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer destination in the Route Work action. Then make any other customizations and activate the flow.

Otherwise, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting.
Any Omni-Channel flow that Salesforce creates doesn’t route conversations to or from your bot until you customize and activate it in Flow Builder.
- **[About Cloning a Standard Bot as an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone_considerations.htm&release=264.0.0&type=5)** When you clone a standard bot as an enhanced bot, the guided cloning experience reconfigures features that work differently for enhanced bots. #### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") # Clone an Enhanced Bot Create a similar enhanced bot to quickly help with development, or grow your enhanced bot portfolio by creating similar bots for different use cases. You can’t clone an enhanced bot as a standard bot. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
- Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to create and manage Omni-Channel flows. - Visit [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") to get an overview of inbound and outbound routing with Omni-Channel Flow. 1. Go to the Einstein Bot Setup page and find the enhanced bot you want to clone in the My Bots list. 2. Click the dropdown and select **Clone**. 3. Enter a unique bot display name and API name. 4. Save your changes. The system clones the bot and enters the Bot Builder Dialogs page.
Configure Routing for Your Bot  
Inbound: Send conversations to your enhanced bot Outbound: Transfer conversations from your enhanced bot

When you clone an enhanced bot, the inbound Omni-Channel flows that route conversations to your original bot don’t automatically route conversations to your new bot. To route conversations to your new bot, visit Flow Builder and edit or create an inbound Omni-Channel flow from scratch.

When you clone an enhanced bot, the Outbound Omni-Channel Flow setting and associated outbound Omni-Channel flow are retained from the original bot and automatically transfer conversations from your new bot.

To use a different Omni-Channel flow, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting
Any Omni-Channel flow that Salesforce creates doesn’t route conversations to or from your bot until you customize and activate it in Flow Builder.
#### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") # Clone and Assign Page Layouts When you complete the steps in Set Up the Basics in Salesforce Go, you can clone page layouts and assign them to specific user profiles. Clone and assign page layouts to efficiently give your admins, dispatchers, and technicians access to the information and tools relevant to their job function.
Available in: This feature is available in Lightning experience in Salesforce Go. Contact your Salesforce Account Representative for more information.
The out-of-the-box (OOTB) page layouts are cloned from the managed package, instead of being modified directly. This best practice preserves your implementation from being affected by future updates to the OOTB configuration. By automating this step, you not only save manual effort but also ensure long-term stability. Additionally, the one-click activation lays the foundation for other Go features that modify/add to the cloned page layouts. For instance, the work order feature adds fields and related lists to the cloned page layouts. The following page layouts are cloned in Salesforce Go: - Service Appointment Layout - FSL Operating Hours Layout - FSL Work Order Layout - FSL Work Order Line Item Layout - FLS Service Work Type Layout - FSL Service Resource Layout A page layout is created for each of the three user profiles: technicians, system admins, and dispatchers. The naming convention is as follows: ProfileName + ObjectName + "Layout" - A profile name can be "System Administrator", "Field Service Technician" or "Field Service Dispatcher". - An object name can be "Service Appointment", "Operating Hours", "Work Order", "Work Order Line Item", "Work Type" or "Service Resource". Page layouts are created by combining the profile name and the object name. For example, "Field Service Technician Service Appointment Layout" or "System Administrator Work Order Layout". # Clone Cases Clone a case to generate a new case using information from the existing case. ### Required Editions
View supported editions.
User Permissions Needed
To clone cases: Create on cases
The **Clone** button on a case quickly generates a new case using information from the existing case. For example, to log multiple issues for a customer on a support call. In new orgs, the **Clone** button is available on the Cases page layout by default. In existing orgs, add the Clone quick action to the page layout. 1. Click **Clone** on an existing case. 2. Enter or change any information for the new case. 3. Check the box and assign the case automatically using your active assignment rule. 4. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you have read-only access to a field, the value of that field isn’t carried over to the cloned record. #### See Also - [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.") # Clone Macros You can quickly copy a macro by cloning it. Cloning a macro is useful when you want to create a macro that is a variant of the source macro. ### Required Editions
View supported editions.
User Permissions Needed
To view macros: Read on macros
To clone macros: Create AND Edit on macros
Both administrators and users can clone macros if they have the appropriate user permissions. 1. In your app, open the Macros widget or utility. 2. Click the macro that you want to clone. 3. Open the macro details. Salesforce Classic: Click ![View Details icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_icon_details.png). Lightning Experience: Click **View Detail**. 4. Click **Clone**. In Salesforce Classic, you’re prompted to enter a unique name for the macro. In Lightning Experience, the macro name is automatically saved with “Copy of” added to the name. 5. Modify the instructions for the macro. You can also modify the instructions at another time. 6. Click **Save**. # Clone Your Enhanced In-App Chat Deployment To prevent outages for customers who haven’t yet upgraded to the latest version of your mobile app, clone your Enhanced In-App Chat deployment before releasing a new feature. Roll out the new feature on the cloned version of the deployment while allowing customers who haven’t yet upgraded to keep using the older version. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat channels
X icon This article doesn’t apply to: Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up this feature: Customize Application AND Modify Metadata Through Metadata API Functions
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Dropdown values and mobile push credentials aren’t cloned. Instead, they’re referenced in the cloned deployment. If you change dropdown values or mobile push credentials in the original deployment, they’re updated across all deployments that were cloned from the original deployment where they’re referenced. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. From the dropdown menu to the right of your deployment, select **Clone**. 3. Give your cloned deployment a name and confirm that the correct Messaging Channel is referenced. 4. Save your changes. 5. Publish your new, cloned deployment. # Close a Swarm in Lightning Experience Mark a swarm as complete from Lightning Experience. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on support reps’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports. ### Required Editions
View supported editions.
1. From the Salesforce record page where the swarm began, select **Finish Swarming**. You can archive any channel created for this swarm. But channels must be manually removed from the archive in Slack if you want to reopen the swarm after archiving the channel. You can still view an archived channel, but users can no longer post to it. 2. Select **Close the swarm**, and then click **Next**. You can still add members to a closed swarm. Doing so reopens the swarm, adds a new swarm request, and sets the swarm record status to In Progress. # Close Cases After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases. ### Required Editions
View supported editions.
User Permissions Needed
To close cases: Edit on cases
1. Click **Close Case** on a case’s detail page, **Cls** on the Cases related list, or **Save & Close** while editing a case. If enabled by your administrator, you can select Closed from Status on a case’s edit page and click **Save** without completing any more steps. 2. Update Status, Case Reason, or any other fields as necessary. 3. If solutions are enabled, you can fill in the Solution Details for the case. If you don’t want to save the solution or submit it for review to a solution manager, uncheck Submit to public solutions. When this field is checked, the new solution is automatically linked to the case. 4. If there’s a contact on the case, select Notify contact on case close to send an email to the contact based on a predefined case close template. 5. Click **Save** or **Save and Create Article**. The article option is available if both Salesforce Knowledge and article submission during case close is enabled. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you have the “Manage Cases” permission, you can close multiple cases at once using the **Close** button on case lists. #### See Also - [Delete Cases](https://help.salesforce.com/s/articleView?id=service.cases_delete.htm&release=264.0.0&type=5 "When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted.") # Close Employee Case Action Closes one of the logged-in employee's own cases, identified by its case number. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameCloseEmployeeCase
Action TypeStandard
Reference Action TypeFlow
Reference ActionClose Employee Case
InputsCase Number
OutputsStatus, Is Success, Error Message
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Mark my case with as closed." # Cloud Hierarchy Process Job Turn discovered AWS and Azure resources into navigable cloud architectures. The Cloud Hierarchy process job connects resources by using cloud identifiers so that you can trace infrastructure dependencies in Configuration Management Database (CMDB). ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
## How Cloud Resources Are Mapped The Cloud Hierarchy process job connects AWS and Azure resources that are already in CMDB. In a single run, the job uses identifiers such as VPC, subnet, security group, subscription, and resource group to create relationships among the corresponding cloud resources. ## When to Run the Job Run the job after AWS or Azure discovery and after you add accounts or subscriptions. Rerun it regularly if your cloud environment changes frequently. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## AWS Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Security Group to EC2 Instance | Secured By | A security group protects an instance. | The instance security group ID matches the security group. | | VPC to EC2 Instance | Belongs To | An instance belongs to a VPC. | The instance VPC ID matches the VPC. | | EC2 Instance to EBS Volume | Attached To | A storage volume is attached to an instance. | The instance volume ID matches the EBS volume. | | EC2 Instance to AMI | Instantiates | An instance was launched from an image. | The instance image ID matches the AMI. | | Host to EC2 Instance | Instantiates | A discovered host is the operating system running on an instance. | The instance public IP address, private IP address, or host name matches a discovered host. | | EC2 Instance to Network Adapter | Attached To | A network interface is attached to an instance. | The network adapter is a component of the instance. | | Network Adapter to Subnet | Contains | A network adapter is placed in a subnet. | The instance subnet ID matches the subnet. | | Subnet to EC2 Instance | Parts Of | An instance is grouped under its subnet. | The subnet and instance have the same subnet ID. | | Route Table to Subnet | Contains | A route table controls traffic for a subnet. | The subnet route table ID matches the route table. | | Network ACL to Subnet | Secured By | A network access control list applies to a subnet. | The subnet access control list ID matches the network access control list. | | Internet Gateway to Route | Used By | A route sends traffic through an internet gateway. | The route gateway ID matches the internet gateway. | | VPC to Internet Gateway | Belongs To | An internet gateway is attached to a VPC. | The gateway VPC ID matches the VPC. | | Subnet to Internet Gateway | Serves | A subnet is reachable through an internet gateway. | The subnet belongs to the VPC associated with the internet gateway. | | Subnet to NAT Gateway | Serves | A NAT gateway serves a subnet. | The NAT gateway subnet ID matches the subnet. | | NAT Gateway to VPC | Contains | A NAT gateway is placed in a VPC. | The NAT gateway VPC ID matches the VPC. | | VPC to Subnet | Contains | A VPC contains a subnet. | The subnet is a component of the VPC. | | Load Balancer to Target Group | Contains | A target group is associated with a load balancer. | The load balancer ARN matches the target group. | | Security Group to Load Balancer | Secured By | A security group protects a load balancer. | The load balancer security group ID matches the security group. | | Load Balancer to VPC | Contains | A load balancer is placed in a VPC. | The load balancer VPC ID matches the VPC. | | Target Group to EC2 Instance | Contains | An instance is registered as a target. | The target EC2 instance ID matches the instance. | | Auto Scaling Group to Target Group | Served By | An Auto Scaling group provides capacity for a target group. | The target group ARN matches the Auto Scaling group. | | AWS Database Cluster, RDS, DocumentDB, or Neptune to Security Group | Secured By | A security group protects a managed database. | The database security group ID matches the security group. | ## Azure Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Host to Azure Virtual Machine | Instantiates | A discovered host is the guest operating system on an Azure virtual machine. | The virtual machine IP address matches a discovered host. | | Network Security Group to Azure Virtual Machine | Secures | A network security group protects a virtual machine. | The network security group name on the virtual machine network interface matches a group in the same subscription and resource group. | | Azure Virtual Machine to Subnet | Belongs To | A virtual machine belongs to a subnet. | The subnet name on the virtual machine network interface matches the subnet. | | Azure Virtual Machine Scale Set to Subnet | Belongs To | A scale set belongs to a subnet. | The scale set and subnet are in the same subscription and resource group. | | Azure Virtual Machine Scale Set to Network Security Group | Secured By | A network security group applies to a scale set. | The network security group name on the scale set network interface matches the group. | | Azure Virtual Machine Scale Set to Scale Set Instance | Contains | A scale set contains an instance. | The instance is a component of the scale set. | | Host to Scale Set Instance | Instantiates | A discovered host is the guest operating system on a scale set instance. | The instance IP address matches a discovered host. | | Network Security Group to Scale Set Instance | Secures | A network security group protects a scale set instance. | The network security group name on the instance network interface matches the group. | | Network Security Group to Subnet | Secures | A network security group applies to a subnet. | The network security group name matches the subnet in the same subscription and resource group. | | Azure Application Gateway to Subnet | Belongs To | An application gateway belongs to a subnet. | The gateway and subnet are in the same subscription and resource group. | | Azure Application Gateway to Virtual Machine, Scale Set, App Service, or IP Target | Contains | An application gateway routes to a backend target. | The job reads the gateway backend pools and matches each target by identifier or IP address. | | Azure SQL Server to Database | Contains | A logical SQL server contains a database. | The database is a component of the SQL server. | | Azure SQL Managed Instance to Virtual Network | Belongs To | A managed instance belongs to a virtual network. | The managed instance virtual network name matches the virtual network. | | Azure Virtual Network to Subnet | Contains | A virtual network contains a subnet. | The subnet is a component of the virtual network. | | Azure Resource Group to Supported Azure Resource | Contains | A resource group contains virtual machines, scale sets, network security groups, application gateways, App Services, SQL servers, virtual networks, and SQL managed instances. | The resource group name and subscription ID match those of the resource. | # CMDB Enterprise The CMDB Enterprise license enables organizations to manage enterprise Configuration Items (CIs) and applies usage-based metering for qualifying configuration items. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
**Enterprise Configuration Items** Enterprise CIs represent any configuration item that isn’t an end-user endpoint. Servers, cloud resources, application services, and network devices are considered Enterprise CIs. **Enterprise CI Metering** CMDB meters active enterprise configuration items. A configuration item is considered active if it's been created or updated within the last 90 days. **Enterprise CI Metering Categories** The table describes how configuration item (CI) categories are classified for CMDB enterprise metering: | CI Category | Description | Metered | Examples | | --- | --- | --- | --- | | End-User endpoints | Any CI under Compute that isn’t a server or a descendant of the server CI Type. | No | Windows host, Mac host, mobile device, mobile phone, or tablet | | Component CIs | Secondary CI Types that exist as associations to parent CI types. | No | Installed software, network adapter components, or storage disk | | Enterprise CIs | Any CI that isn’t an end-user endpoint is an enterprise CI | Yes | Servers, cloud resources, or network devices | ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important - Custom CI types created under the end-user endpoints are also treated as end-user compute devices. - Custom CI Types created under enterprise CIs are also classified as enterprise CIs. # CMS Collection Setup Keep your alumni up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your alumni can click an item to learn more about it. ### Required Editions
View supported editions.
Setting up CMS Collection involves these broad tasks: - Add the CMS Collection component to the Home page of Alumni Portal. - Select a collection. - Specify the information that you want to show on the component. See [CMS Collection](https://help.salesforce.com/s/articleView?id=experience.rss_cms_collection.htm&type=5&language=en_US). # CMS Collection Setup Keep your employees up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your employees can click an item to learn more about it. ### Required Editions
View supported editions.
Setting up CMS Collection involves these broad tasks: - Add the CMS Collection component to the Home page of Employee Portal. - Select a collection. - Specify the information that you want to show on the component. See [CMS Collection](https://help.salesforce.com/s/articleView?id=experience.rss_cms_collection.htm&type=5&language=en_US). # Collaboration and Network Services Templates Use these templates to manage the lifecycle of collaboration tools and network connectivity requests. Provide employees with structured intake forms for requesting collaboration spaces and site access, ensuring consistent data capture and automated fulfillment workflows for your IT and systems administration teams. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Request SharePoint Site Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_sharepoint.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for SharePoint site access. - **[Create New Collaboration Space](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_slack.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new team or project collaboration spaces. - **[Request New Teams Workspace](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_new_teams_wrkspc.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a new Microsoft Teams collaboration channel. # Collaboration Channels for IT Services Meet your employees and stakeholders in their channel of preference and use AI to amplify communication and teamwork. Agentforce IT Service supports deep integrations with Slack and Microsoft Teams to provide a centralized hub for seamless information exchange and faster problem resolution. Employees can also use the Agentforce Employee portal in addition to Slack and Teams to manage their tickets, request services, troubleshoot issues, and escalate to human agents when AI isn't enough. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack.htm&release=264.0.0&type=5)** Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace. - **[Microsoft Teams for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_parent.htm&release=264.0.0&type=5)** Integrate Microsoft Teams with Agentforce IT Service to create an AI-powered collaborative workspace for your IT employees and support teams. Employees request services, report issues, and receive real-time notifications, while managers accelerate fulfillment through streamlined approvals. IT teams manage tickets, get AI assistance, visualize infrastructure dependencies through CMDB data, and collaborate in swarms all without leaving Teams. - **[Employee Services Portal for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal.htm&release=264.0.0&type=5)** Give your employees a self-service portal to find knowledge articles, create and track their IT issues and requests, acknowledge policies, submit compliance evidence, and get approvals. Managers can approve employee requests, and employees can connect with support teams directly or escalate issues as needed. # Color-Code Field Service Shifts Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template. ### Required Editions
Available in: Lightning Experience
User Permissions Needed
To view, create, and edit shifts: View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships
To view, create, and edit shift templates: View, create, and edit on Shifts Templates, Job Profiles, Service Territories, Service Resources, Service Territory Memberships
1. Edit the shift or shift template for which you want to add a background color. When you add a background color to a shift template, shifts created from the template inherit the background color. 2. Select a color in the Background Color field. You can use the color picker or enter a value in hexadecimal format. 3. Review the shift cell preview, then save your work. Keep these considerations in mind for managing shift colors: - To avoid visual clutter in the schedule view and Classic Dispatch Console, limit the number of background colors that you use. For example, pick 3-5 colors that your shift managers use to differentiate shift types. - The text color changes automatically depending on the background color that you select. The shift text color is either white or black, whichever creates the highest color contrast to promote readability and accessibility. - The shift status determines the color of a horizontal bar in each shift cell. You can’t update the default color scheme or replace it with a custom palette. - Tentative shifts that don’t have a background color are highlighted in orange. - Within a shift, the shift cell preview updates only if a service resource is assigned. #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") # Color-Code the Gantt Help dispatchers compare service appointments in the Field Service Classic Dispatch Console Gantt and map by creating custom color palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum based on the proximity of the due date. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create, edit, and delete Gantt palettes: Gantt Palettes Edit custom permission
To view the Palettes tab in the Gantt and apply a palette: Gantt Palettes View custom permission
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can base a palette on any service appointment field of the following types: checkbox, picklist, date, date-time, number, percent, or currency. Use the Due Date Approaching palette to color-code appointments based on how close they are to the due date. Create and manage palettes directly from the Gantt. 1. From the App Launcher, find and open the **Field Service** app. Click the **Field Service** tab to open the Classic Dispatch Console. 2. Click the filter icon at the top of the Gantt, and then click the **Palettes** tab. 3. Click the icon in the top-right corner to open the palette editor, and click **New Palette**. 4. Enter a name and description. 5. Select which service appointment field to base the palette on. 6. Define the color spectrum. We recommend creating a high-contrast spectrum. For picklist fields, assign a color to each picklist value. For checkbox fields, select two colors signifying checked and unchecked. For numeric or date-based fields, choose how many colors to use, a minimum and maximum color, a color if no value is specified, and a corresponding minimum and maximum value. The palette editor then creates a spectrum for you. 7. Select **Active** to make the palette available to dispatchers. 8. Save your palette. 9. Apply a palette from the Palettes tab in the Gantt filter. 1. Select a palette in the dropdown list, and click **Apply Palette**. The list shows up to 10 active palettes in the org in alphabetical order. Applying a palette changes the background color of appointments on the Gantt and adds an appropriately colored horizontal bar above appointments on the map. 2. After a palette is applied, you can click **Use Default Palette** to return to the default color scheme. The default color scheme—used when no palette is applied—color-codes appointments by status. You can’t update the default color scheme or replace it with a custom palette. When you reload the Gantt or change which service appointments are shown in the appointment list, the last palette that you used is applied. The Gantt Color field on service appointments and service crews overrides the default color scheme. If you don’t like the default color scheme, create a flow in Flow Builder that populates the Gantt Color field based on your preferred service appointment field. Users with the Gantt Palettes View permission can see all palettes created in your org. To control palette access, set sharing on the Gantt Palette object to Private. Then, use sharing rules to share each palette with the appropriate users. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Create multiple palettes to address different scheduling questions. For example, use custom fields to create palettes that do the following: - Highlight appointments for VIP customers - Color-code appointments based on service cost - Color-code appointments based on the priority level of their parent work order #### See Also - [Gantt Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_keyboard_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console.") - [Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list.") # Columns in CSV File for Updating Messaging Channels in Bulk To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Bring Your Own Channel, and Standard SMS channels
## CSV Column Names
CSV Column Name Required Description
Messaging Platform Key Yes Don’t edit this field. Used to identify the messaging channel.
Activation Status Don’t edit this field. Don’t edit this field. Used to identify the activation status of a messaging channel.
Channel Type Don’t edit this field. This value isn’t updated in Salesforce.
Platform Type Don’t edit this field. This value isn’t updated in Salesforce.
Modified By Don’t edit this field. This value isn’t updated in Salesforce.
Modified On Don’t edit this field. This value isn’t updated in Salesforce.
Created On Don’t edit this field. This value isn’t updated in Salesforce.
Channel Name Yes You can edit this field with an appropriate value.
Consent Type Yes

You can edit this field with an appropriate value. Valid values are: "ImplicitOptIn", "ExplicitOptIn", "DoubleOptIn". Keep these requirements in mind:

  • If Consent Type is "ExplicitOptIn", these fields are required: Opt-inPrompt, Opt-in Keywords, Opt-out Keywords, Opt-out Message, Help Keywords, Help Response, Opt-in Message.
  • If Consent Type is "DoubleOptIn", these fields are required: Opt-in Prompt, Double Opt-in Prompt, Opt-in Keywords, Double Opt-in Keywords, Opt-out Keywords, Opt-out Message, Help Keywords, Help Response, and Opt-in Message.
Opt-in Prompt Yes You can edit this field with an appropriate value. Complete this field if Consent Type is "ExplicitOptIn" or "DoubleOptIn".
Double Opt-in Prompt Yes You can edit this field with an appropriate value. Complete this field if Consent Type is "DoubleOptIn".
Conversation Acknowledgement Yes You can edit this field with an appropriate value. Enter your response to conversation acknowledgement. For example, "Acknowledged".
Start Conversation Yes You can edit this field with an appropriate value. Enter your response when the conversation starts. For example, "Your conversation has started".
End Conversation Yes You can edit this field with an appropriate value. Enter your response when the conversation ends. For example, "Your conversation has ended".
Routing Type Yes You can edit this field with an appropriate value. Valid values are: "User", "Omni-Flow", "Omni-Queue", "None".
Routing Definition Yes

You can edit this field with an appropriate value. Follow these rules:

  • If Routing Type is "User", enter the user’s username.
  • If Routing Type is "Omni-Flow", enter the flow’s developer name.
  • If Routing Type is "Omni-Queue", enter the queue’s developer name.
  • If Routing Type is "None", the value isn’t updated in Salesforce.
Routing Configuration Yes

You can edit this field with an appropriate value. Follow these rules:

  • If Routing Type is "User", enter the routing configuration’s developer name.
  • If Routing Type is "Omni-Flow", "Omni-Queue", or "None", the value isn’t updated in Salesforce.
Fallback Queue Yes

You can edit this field with an appropriate value. Follow these rules:

  • If Routing Type is "Omni-Flow", enter the queue’s developer name.
  • If Routing Type is "User", "Omni-Queue", or "None", the value isn’t updated in Salesforce.
Language Yes You can edit this field with an appropriate value. Add a new line in the CSV file for every new language.
Opt-in Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-in keywords. For example, "yes,join".
Opt-in Message Yes You can edit this field with an appropriate value. Enter your opt-in message in this field. For example, "Thank you for joining".
Double Opt-in Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-in keywords. For example, "confirm,ok".
Opt-out Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the opt-out keywords. For example, "stopall,cancel,stop, unsubscribe,end,quit".
Opt-out Message Yes You can edit this field with an appropriate value. Enter your opt out message for the opt-out keyword. For example, "You've opted out of receiving messages from Salesforce. We won't contact you again".
Custom Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the custom keywords. For example, "info".
Custom responses Yes You can edit this field with an appropriate value. Enter your response to the custom keywords. For example, "Text "Stop" to opt out of receiving notifications".
Help Keywords Yes You can edit this field with an appropriate value. Enter a complete set of comma-separated values for the help keywords. For example, "help,request help".
Help Response Yes You can edit this field with an appropriate value. Enter your response to the help keyword. For example, "Text STOP to opt-out of receiving notifications".
New Active Status Yes

You can edit this field to set the new activation status for your messaging channel. Currently, this column value works only for Enhanced SMS channels.

The New Activation Status column values can be either Y or N, where Y indicates that the Enhanced SMS channel will be activated, and N indicates that the Enhanced SMS channel will be deactivated on successful upload of the CSV file.
#### See Also - [Considerations for Bulk Updating and Activating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_considerations.htm&release=264.0.0&type=5 "Before you update the settings, activate, and deactivate multiple enhanced Messaging channels, review important considerations.") - [Update Messaging Channels in Bulk](https://help.salesforce.com/s/articleView?id=service.messaging_sms_bulk_update.htm&release=264.0.0&type=5 "Streamline the process of updating multiple messaging channels by using a CSV file. With this feature, you can make bulk updates without manually updating each channel, saving you significant time and effort. Additionally, it helps you identify and resolve errors during the update process.") - [Update Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5 "To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.") # Comment on Ideas Comments are plain text responses to posted ideas that enable discussions about the ideas. ### Required Editions
View supported editions
User Permissions Needed
To view the Ideas tab: Read on ideas
To view and vote for ideas: Read on ideas
To create ideas and add comments to ideas: Create on ideas
To edit ideas and edit comments on ideas: Edit on ideas
On the Ideas tab, the Comments subtab lists the comments that have most recently been submitted. On the detail page of an idea, comments are sorted in chronological order from oldest to newest. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [View Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_view.htm&release=264.0.0&type=5 "Learn the different ways to view Ideas in Salesforce.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [Liking Comments on Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_liking_posts.htm&release=264.0.0&type=5 "Like a comment to show that you endorse it.") ## Adding Comments to Ideas Add comments to ideas to share your thoughts and opinions with other Ideas community members: 1. On the Ideas tab, locate an idea on which you want to add a comment. 2. Click either the title of the idea or the **Comments** link below the idea description. 3. On the detail page for the idea, type your comments into the text entry area in the Add Your Comment section. You can enter up to 4,000 characters. 4. If your organization has enabled the HTML editor for Ideas, the description can include HTML and reference online images. If the HTML editor isn’t enabled, use plain text only. 5. To submit your comment, click **Post**. Your newly added comment displays in the Comments related list on the idea detail page. ## Editing Comments on Ideas To edit a comment that you submitted on an idea: 1. On the detail page of the idea, click **Edit** next to your comment. 2. Modify your comment as desired. 3. To save your work, click **Apply**. ## Deleting Comments on Ideas Deleting comments on ideas requires the “Delete” permission on ideas. 1. On the detail page of the idea, click **Del** next to your comment. 2. Click **OK**. ## Viewing Recently Posted Comments To view the comments that have most recently been posted to your Ideas community, click the Comments subtab and select a zone in which to view comments. Click the text of a comment to view the detail page of the appropriate idea. On the Comments subtab: - Comments are listed in chronological order from newest to oldest. - The title of the idea on which the comment was posted displays above the comment. - The alias of the user who posted the comment displays next to the comment text. - The total number of comments on the idea displays in brackets below the comment text. For example, Comments \[20\] indicates that the idea has twenty comments. # Common Field Service Inventory Management Tasks Learn how to perform everyday tasks in field service inventory management. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
For more detailed step-by-step instructions, refer to the provided links.
I Want To... How To Do It Example
Track the quantity of a particular product stored at a particular location

Create a product item record associated with the product and the location, and specify the quantity stored there.

Helpful links:

 To track the number of wheelbarrows stored at Warehouse B, create a product item whose Location is Warehouse B and Product is Wheelbarrow.
Find out what’s in a particular location’s inventory

Look at the Product Items related list on the location record.

Helpful links:

 To find out what is stored in Warehouse A, look at the Product Items related list on the Warehouse A location record.
Find out the quantity of a particular part across all inventory locations

Look at the Product Items related list on the product record.

Helpful links:

 To learn the number of wheelbarrows in your inventory and their locations, look at the Product Items related list on the Wheelbarrow product record.
Review changes to the stock of a particular product at a particular location

Look at the Product Item Transactions related list on the product item.

Helpful links:

 To review the use, transfer, and restock of extra-large bolts at Warehouse C, look at the Product Item Transactions related list on the product item whose Product is Extra-Large Bolt and Location is Warehouse C.
Specify that a certain part is needed to complete a work order

Create a record in the Products Required related list on the work order.

Helpful links:

 To let the assigned technicians know that they need a forklift to complete work order #00046982, create a product required for the Forklift product on the work order.
Request more parts from another inventory location when my stock gets low

Create a product request to indicate what’s needed. Create a product request line item for each product requested.

Helpful links:

 To request a restocking of 20 boxes of nails and 10 hammers for your service vehicle, Van A, create a product request for the Van A location. Include one product request line item for the nails, and another for the hammers.
Transfer parts between inventory locations
  1. Create a product transfer. Make sure to specify the quantity, source location, destination location, and source product item (which represents the stock that the items are being transferred from).
  2. Create a shipment to track the transfer’s shipping details.
  3. Mark the product transfer received when the items arrive.

Helpful links:

To transfer 25 tires from Warehouse A to Warehouse B, create a product transfer with these settings:

  • Source Location: Warehouse A
  • Source Product Item: Warehouse A Tires
  • Destination Location: Warehouse B
  • Quantity: 25
  • Quantity Unit of Measure: Each

Create a shipment to track the shipping details for the tire transfer.

Select Received on the product transfer when the tires arrive at Warehouse B.
Transfer parts from an outside vendor to an inventory location
  1. Create a product request, listing the outside vendor as the account.
  2. Create a product transfer. Make sure to specify the quantity, destination location, and product.
  3. Create a shipment to track the transfer’s shipping details.
  4. Mark the product transfer received when the items arrive.

Helpful links:

To transfer 20 safety glasses from your safety equipment provider to Service Van A, create a product request that lists your outside vendor as the Account. Then, create a product transfer with these settings:

  • Product: Safety Glasses
  • Destination Location: Service Van A
  • Quantity: 20
  • Quantity Unit of Measure: Each

Because the items are coming from outside of your inventory, leave the Source Location and Source Product Item blank.

Create a shipment to track the shipping details for the glasses transfer.

Select Received on the product transfer when the glasses arrive at Service Van A.
Indicate that parts from your inventory were consumed while completing a work order

Create a product consumed record on the related work order.

Helpful links:

You used 15 bolts from your service van, Service Van A, to complete work order #00046982. To track the consumption, create a product consumed record on the work order with these settings:

  • Product Item: Service Van A Bolts
  • Quantity Consumed: 15

The product item quantity is automatically reduced by 15 to reflect that the bolts are no longer in stock.
Track the return of a customer product

Create a return order that lists the related case, order, or product.

Helpful links:

A customer creates a case from the customer site to return a glass door. To track the return, create a return order which lists the related Order. Add a return order line item that lists the corresponding Order Product for the glass door.

Create a product transfer to track the return of the product to the warehouse. Upon its arrival, increase the quantity on the glass door product item by 1.
Track the repair of a customer product
  1. Create a work order to repair the product.
  2. Create a return order that tracks the return of the product to the repair workshop.
  3. When the product is repaired, create a product transfer to track the return of the product back to the customer.

Helpful links:

A customer calls your company to request a repair of their front gate. Create a work order, and then create an associated return order that tracks the return of the gate to the workshop.

After the gate is repaired, mark the work order complete. Create a product transfer to track the return of the gate from the workshop to the customer.
Track the return of unused inventory from my stock back to the warehouse

Create a return order that lists the unused inventory in the Product or Product Item field.

Helpful links:

To prepare for an on-site installation appointment, create a product request for three motors. Upon arriving at the site, you learn that only two motors are needed. To return the unwanted motor to the main warehouse, create a return order with one line item that lists the motor in the Product field.

After the motor is returned to the warehouse, increase the quantity of the motor product item by 1.
# Common Issues in Autonomous Scheduling Troubleshooting in the Legacy Agentforce Builder Review the common issues that your agent can encounter and ways to resolve them. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
- **Contact Information** Problem: User authentication requires each contact to have a valid email. Appointment scheduling requires each contact to have a valid mailing city and street. If either of these fields is missing or incorrect, the verification and scheduling fail. Solution: Make sure that every contact has a valid email and address. See [Considerations for Field Service Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_considerations.htm&release=264.0.0&type=5 "Before you set up your agents, review these considerations and limitations."). - **Permissions** Problem: The AI agent user, for example, EinsteinServiceAgent User, requires specific permissions to perform its scheduling tasks. Part of the setup process includes assigning the required permission set licenses and permission sets to this user. In addition, the agent may still be missing some permissions if your org includes custom permissions, for example, if you have custom create service appointment permissions. Solution: Make sure you’ve [assigned all required permission sets and permission set licenses](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users.") to the AI agent user. If you have implemented custom permissions, make sure that you assign these permissions to the AI agent user too. - **Scheduling Policy Work Rules** Problem: Work rules help the agent get the time slots for an appointment. By default, the Scheduling agent uses the Customer First scheduling policy, which includes the required work rules. If you’ve modified the Customer First scheduling policy or if you configured the agent to use a different scheduling policy, these rules may be missing. Solution: Make sure the scheduling policy uses the Scheduled End and Scheduled Start work rules. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Service Territories** Problem: Service appointments must be assigned to service territories, and service territories are associated with polygons. If service territories haven’t been configured correctly, the agent can’t create service appointments or associate a contact’s mailing address with a polygon. Solution: Make sure your service territories have been set up correctly by using map polygons, for example. Make sure service territories have active service territory members. Also make sure contacts have a valid address. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Transition Status** Problem: The agent changes a service appointment’s status. If a transition status is missing, the action fails. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments. Solution: Make sure status transitions are set up. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5 "The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status."). - **Work Types** Problem: Service appointments are assigned work types. If the names and descriptions of your work types aren’t detailed enough, the agent can’t match the customer’s request to your work types. Solution: Make sure the names and descriptions reflect the issues and products or services your customers are requesting. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). # Compare Article Widgets for Cases at a Glance Decide which Salesforce Knowledge article widget is best for your organization. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
| Does the widget... | [Article Widget](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_comparision.htm&release=264.0.0&type=5) | [Article Case Feed Widget](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_comparision.htm&release=264.0.0&type=5) | [Knowledge One Widget](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_comparision.htm&release=264.0.0&type=5) | | --- | --- | --- | --- | | Filter on data category | Yes | No | Yes | | Create an article | No | No | Yes | | Search an external object | No | No | Yes | | Access your draft articles | No | No | Yes | | Attach an article to a case | Yes | Yes | Yes | | Send an article as a PDF | No | Yes | Yes | | Share an article’s public URL | No | Yes | Yes | | Adjust with the window size | No | No | Yes | | Have more than one way to suggest articles | No | No | Yes | ## Article Widget ![Original Salesforce Knowledge Widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_widgetV1.png) ## Article Case Feed Widget ![Salesforce Knowledge Case Feed Widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_widget_casefeed.png) ## Knowledge One Widget ![Knowledge One Console Widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_one_Widget.png) #### See Also - [Set Up the Knowledge One Widget](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_setup.htm&release=264.0.0&type=5 "Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Compare Einstein Bots with Agentforce Service Agent Einstein Bots and Agentforce Service Agent are similar in some ways and different in others. Compare their features, conversational building blocks, and availability. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
Einstein Bots capabilities that are available with Agentforce Service Agent include: - Performing actions with an assigned user: Einstein Bots and Agentforce Service Agent perform actions, such as accessing record information, with the user that they’re assigned to. Give the assigned agent user access to features that you want the agent to use, including objects, Visualforce pages, and Apex classes. - Connecting to customer channels: Similar to enhanced Einstein Bots, Agentforce Service Agent can chat with customers on enhanced messaging channels. - Transferring conversations: Agentforce Service agent can detect and transfer complex and sensitive conversations to a service rep. - Builder interface: You can create and manage AI agents in Agent Builder. Similar to the bot builder, Agent Builder includes an AI agent’s settings, components, and a preview conversation. ## Compare Conversational Building Blocks AI agents can understand the underlying intent of messages and generate contextually relevant responses out of the box. They engage in fluid conversations and use conversation context to make decisions. To navigate conversations, Einstein bots use predefined dialogs, steps, and utterances, and they respond to customers with scripted messages. They’re built on intent models that can require extensive setup and training. To review how bots work, see [What Makes Bots Tick?](https://help.salesforce.com/s/articleView?id=service.bots_service_terminology.htm&release=264.0.0&type=5 "Bots have many moving parts. But let’s start with a few fundamental components in Einstein Bots."). Instead of a pre-defined conversation flow, Agentforce Service agents navigate conversations with the help of a reasoning engine and an LLM. And while bots’ main building blocks are dialogs and steps, agents are built with natural language subagents and actions. - [Subagents](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&type=5&language=en_US): Subagents define the range of capabilities that your agent can handle. A subagent is a collection of actions that an agent can use to perform a job to be done. Subagents also contain instructions that help the agent make decisions and use actions effectively. Adding subagents to an agent helps it perform different jobs. - [Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&type=5&language=en_US): Agent actions are the tools that the agent can use to perform the job. Similar to dialog action steps in Einstein Bots, actions can complete specific tasks by taking inputs and producing outputs. Each agent action is built on a reference action, such as a prompt template, flow, or invocable Apex class. - Reasoning Engine: Agents use a reasoning engine to choose and launch subagents and actions during a conversation. Similar to a bot’s intent model, the reasoning engine helps an agent interpret users’ interactions and utterances. However, unlike intent models, the reasoning engine calls an LLM trained on vast amounts of data. ## Compare Availability and Billing
Availability Einstein Bots Agentforce Service Agent
User interfaces Available in Salesforce Classic and Lightning Experience. Setup for Einstein Bots is available in Lightning Experience. Available in Lightning Experience
Editions and add-on licenses Available in Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce Service (formerly Service Cloud) or CRM add-on license.

Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.

Access to some standard agent actions requires additional add-on licenses.
Customer channels

Enhanced bots

  • Enhanced Chat
  • Enhanced WhatsApp
  • Enhanced Facebook Messenger
  • Enhanced Apple Messages for Business
  • Enhanced SMS
  • Enhanced LINE
  • Bring Your Own Channel

Standard bots

  • Standard WhatsApp
  • Standard Facebook Messenger
  • Standard SMS
  • Chat (Retiring)
  • Enhanced Chat
  • Enhanced WhatsApp
  • Enhanced Facebook Messenger
  • Enhanced Apple Messages for Business
  • Enhanced SMS
  • Enhanced LINE
  • Bring Your Own Channel
Languages For a list of supported languages, see Define Languages for Your Einstein Bot. For a list of supported languages, see Considerations for Agentforce Service Agent.
Billing Einstein Bots uses a monthly engaged session allowance. See Engaged Sessions, Bot Billing, and Bot Performance. Agentforce Service Agent is a consumption-based product that consumes Einstein Requests and Data 360 credits based on usage type. See Billing Considerations for Agentforce Service Agent.
#### See Also - [What Are Agents?](https://help.salesforce.com/s/articleView?id=ai.copilot_overview.htm&language=en_US) - [Get to Know Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_about.htm&release=264.0.0&type=5 "Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages.") - [Upgrade an Einstein Bot to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&release=264.0.0&type=5 "Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent.") - [How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&language=en_US) - [Considerations](https://help.salesforce.com/s/articleView?id=service.bots_service_agent_from_bot_considerations.htm&release=264.0.0&type=5 "Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent.") # Compare Employee Services Portal Templates Compare the two Experience Cloud templates available for IT Service, Agentic Center and Agentforce Employee Center, to choose the right one for your Employee Services portal site. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You can't switch an Aura portal site to an LWR portal site after the site is created. Choose the template that fits your needs before you create the site. | Capability | Agentic Center | Agentforce Employee Center | | --- | --- | --- | | Underlying template framework | Aura | Lightning Web Runtime (LWR) Enhanced | | Default navigation menu | Yes (Default items: Home, Knowledge Center, My Incidents, My Cases, My Approvals, Service Catalog) | Yes (Default item: Home) | | Alternative prebuilt navigation menu | Yes (Includes Home, Knowledge Center, My Incidents, My Cases, My Approvals, and Contact Support) | Yes (Includes Home, Catalogs, My Hub (My Tickets, My Assets, My Favorites), and HR (My Enablements)) | | Search bar | Yes | Yes | | Search results page layout | Combined results page across record types (Knowledge, Cases, Incidents, Products, and Service Requests on one page, sorted by relevance), plus per-record-type tabs | Per-record-type tabs only (one record type at a time) | | Quick-action tiles on the home page | Yes | Yes | | Announcements widget on the home page | No | Yes | | Policy Hub and Compliance Evidence Hub pages | No | Yes | | Unified My Tickets page (incidents, service requests, and cases in one view) | No (separate My Incidents and My Cases pages) | Yes | | My Assets page | No | Yes | | Knowledge article favorites (with a dedicated Favorites page) | No | Yes | | Dynamic Q&A (AI-generated answers) | No | Yes | | Knowledge Summaries (AI-generated article overviews) | No | Yes | | Ticket detail fields controlled by page layout | Yes | Yes (details section fields follow the object's assigned page layout) | | Comment on tickets and read replies from the ticket feed | No | Yes | | Attach files to incident tickets | No | Yes | | Configurable global search settings | Yes | No | | Service Catalog | Yes | Yes | | Manager approvals | Yes | Yes | | Embedded Messaging | Yes | Yes | # Compare Enhanced Chat Capabilities to Legacy Chat Capabilities Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product. ### Required Editions
View supported editions for Enhanced Chat.
View supported editions for Legacy Chat.
Checkmark This article applies to: Enhanced Chat and Legacy Chat channels.
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve.
Feature Legacy Chat Enhanced Chat for In-App Enhanced Chat for Web
Persistent Conversations
Persistent conversation history (with user verification) No Yes Yes
Asynchronous conversations (with user verification) No Yes Yes
Cross-device conversations (with user verification) No Yes Yes
Session continuity across tabs Yes N/A Yes
Session continuity across subdomains Yes N/A Yes
Settings
Compatible with Agentforce No Yes Yes
Route to service rep, queue, bot, Agentforce Service Agent, or skills Yes Yes Yes
Works in the Salesforce mobile app No Yes Yes
Automated proactive messaging No Yes No
Proactive messaging by service reps No Yes No
Keyword-based automation Yes Yes Yes
Omni-Channel sidebar support No Yes Yes
Pre-chat form— visible and hidden fields Yes Yes Yes
Terms and conditions acceptance in pre-chat Yes Yes Yes
Customize pre-chat with Lightning Web Components Yes Yes Yes
Populate pre-chat API No Yes Yes
AI agent compatibility No Yes Yes
Einstein bot compatibility Yes Yes Yes
Business hours No Yes Yes
Custom branding and UI labels Yes Yes Yes
Multi-language support Yes Yes Yes
Auto-response: Conversation started/ended, service rep joined, etc. No Yes Yes
Invitations Yes No No
Enhanced link messaging components No Yes Yes
Question with options messaging components No Yes Yes
Time selector messaging components No Yes Yes
Secure form messaging components No Yes Yes
Notification messaging components No Yes Yes
Post-chat URL Yes Yes Yes
Salesforce surveys Yes Yes Yes
Estimated wait time No Yes Yes
Conversation Catch-Up summaries No Yes Yes
Idle customer timeout Yes Yes Yes
Queue position Yes No No
Public REST API Yes Yes Yes
Channel menu support Yes No Yes
IP blocking Yes No No
Sensitive data rules Yes Yes Yes
Service rep alias No Yes Yes
Delete Data (API) No Yes Yes
Individual-object linking flow template No Yes Yes
Clone mobile deployment No Yes N/A
Customize height of Enhanced Conversation component No Yes Yes
Sneak peek Yes No No
Supervisor and Service Rep Experience
Service Console integration Yes Yes Yes
Supervisor monitoring Yes Yes Yes
Flag raise and whisper Yes Yes Yes
Multi-rep conferencing Yes Yes, up to 5 reps Yes, up to 5 reps
Transfer to service rep, queue, or skills Yes Yes Yes
Browser notification for assigned conversation Yes Yes Yes
Outbound file attachments No Yes Yes
Einstein Reply Recommendations support Yes Yes Yes
Einstein Work Summaries support Yes Yes Yes
Actions and Recommendations component support Yes Yes Yes
Right-to-Left language support for service reps Yes Yes Yes
KPI monitoring Yes Yes Yes
Customer Experience
Inbound file attachments Yes Yes Yes
Emoji support No Yes Yes
Read and delivery receipts No Yes Yes
Push notifications No Yes N/A
Save transcripts Yes Yes Yes
Message search No Yes No
Right-to-left language support for end users Yes Yes Yes
Supported Sites
External website Yes N/A Yes
Experience Site templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, and Customer Service Yes N/A Yes
LWR Experience Site templates: Build Your Own (LWR) and Microsite (LWR) No N/A Yes
Commerce Cloud templates: B2B and B2B2C Commerce templates No N/A Yes
Mobile publisher Yes N/A Yes
#### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Compare Enhanced Chat v1 to Enhanced Chat v2 Review the tables to learn what is and isn’t available in the Enhanced Chat v2. We’ve broken features out by what’s available in Messaging Channel Settings, Embedded Service Deployment Settings, and Additional Features. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## Messaging Channel Settings
Setting Name V1 V2 In-App Custom Client
General Info
Channel Name Y Y Y Y
Developer Name Y Y Y Y
User Verification
Add User Verification Y Y Y Y
Authorization Token Expiration Time (Unverified Users) Y Y Y Y
Authorization Token Expiration Time (Verified Users) Y Y Y Y
ReCAPTCHA
Use reCAPTCHA Y Y N Y
reCAPTCHA API Key Pair Y Y N Y
Omni-Channel Routing
Routing Type Y Y Y Y
Flow Definition Y Y Y Y
Fallback Queue Y Y Y Y
Queue Y Y Y Y
Agentforce Service Agent Y Y Y Y
Estimated Wait Time
Show estimated wait time Y Y Y Y
Automated Responses
Conversation Acknowledgement Y Y Y Y
Start Conversation Y Y Y Y
End Conversation Y Y Y Y
Inactive Conversation Y Y Y Y
Message Consent Settings
Opt-Out Keywords Y N Y Y
Opt-Out Confirmation Y N Y Y
Customer Inactivity
Automatically mark conversations inactive after a period of customer inactivity Y Y Y Y
Minutes to Timeout Y Y Y Y
Warn customers before inactivation Y Y Y Y
Warning Time Y Y Y Y
Inactivation Warning Y Y Y Y
Attachments
Let customers send attachments to service reps Y Y Y Y
Transcript Downloads
Let customers download their conversation transcripts Y Y Y Y
Fallback Message
Add Fallback Message Y N N Y
Custom Parameters
Support Y Y Y Y
Parameter Mappings
Support Y Y Y Y
## Embedded Service Deployment Settings
Setting Name V1 V2 In-App Custom Client
Settings
Show Delivery and Read Receipts Y Y N N
Show Typing Indicators Y N N N
Show Emoji Keyboard Y N N N
Customize Enter or Return Functionality Y N N N
Show Terms and Conditions in Pre-Chat Y Y Y N
Require users to accept Terms and Conditions before chatting Y Y Y N
Set business hours Y Y Y Y
Branding
Component Colors Y Y N N
Custom Fonts Y Y N N
Custom Images Y Y N N
Custom Chat Window Dimensions Y Y N N
Pre-Chat
Visible Pre-Chat Y Y Y Y
Hidden Pre-Chat Y Y N Y
Pre-Chat Display Frequency (Every Conversation) Y Y Y Y
Pre-Chat Display Frequency (Every Session) Y N Y Y
Custom Labels
Set Custom Labels for Chat Y Y Y N
Code Snippet
Copy a code snippet for your site Y Y N Y
Custom UI Components
Add Custom LWC Components to Pre-Chat Form Y Y N N
Add Custom LWC Components to Header Y Y N N
Add Custom LWC Components to Text Message Bubble Y N N N
Test Chat
Test Chat Simulation Y Y N N
Chat Invitations
Send Chat Invitations Y Y N N
Send Contextual Chat Invitations Y Y N N
## Additional Features
Setting Name V1 V2 In-App Custom Client
Settings
Custom Lightning Types N Y N N
Agentforce Voice support N Y N N
Data
Sensitive Data Rules Y Y Y Y
Storage on Conversation Platform Y Y Y Y
Messaging Components
Rich Links Y Y Y Y
Questions with Static or Dynamic Options Y Y Y Y
Time Selector Y N Y Y
Auto-Response (and Post-Chat Survey) Y Y Y Y
Form Y N Y Y
Notification Y N Y Y
Authentication N N N N
Payment N N N N
Custom N N N N
Routing
Escalation Y Y Y Y
Flow-based routing support Y Y Y Y
Other
Omni Supervisor Monitoring Y Y Y Y
Session Continuity Across Devices Y Y Y Y
Accessibility VPAT Y Y Y N/A
APIs
Context Events API N Y N N
REST API Y Y Y Y
User Verification API Y Y Y N/A
Show/Hide Chat Button API Y Y N/A N/A
Hidden Pre-Chat API Y Y Y N/A
Populate Pre-Chat Form Fields API Y Y Y N/A
Auto-Responses API Y Y N/A N/A
Launch Chat API Y Y N/A N/A
Send Message API Y Y N/A N/A
Inline Mode N Y N/A N/A
# Compare Lightning Knowledge with Classic Knowledge Review the differences between Knowledge in Salesforce Classic and Knowledge in Lightning Experience. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. Lightning Knowledge has changed the way Knowledge works in Salesforce. For example, standard record types replace article types, and the Knowledge component for Lightning Service Console replaces Knowledge One for the Service Console in Salesforce Classic. Let’s compare Knowledge in Salesforce Classic and Lightning Experience. | Feature | Classic Knowledge | Lightning Knowledge | | --- | --- | --- | | Access and permissions | CRUD, profile permissions, page layouts, and custom article actions per public group | CRUD, profile permissions, and page layouts | | Files | Files are attached in custom file fields | Files are stored in the standard Files object and attached in the Files related list | | Object home | Knowledge One and Article Management tab | Knowledge home page with list views | | Page layouts | Fields only, per article type and user profile | Fields, actions, and related lists, per record type and user profile | | Record home (articles) | Custom record home | Default Record Home and Record Home that is configurable via the Lightning App Builder | | Setup | Salesforce Classic Setup | Lightning Knowledge Setup | | Sharing | Sharing by data category | Standard Salesforce sharing is also available | | Types of articles | Article Types | Standard Record Types | | Use Knowledge in the console | Add Knowledge One to the Service Console | Add the Lightning Knowledge component via the Lightning App Builder | #### See Also - [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&release=264.0.0&type=5 "Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model.") - [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.") # Compare Live Agent and Omni-Channel Routing for Chats See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. If you want to use Chat in Lightning Experience, you must use Omni-Channel routing. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). There’s a lot to keep in mind as you decide whether to try Omni-Channel routing for chats. Omni-Channel routing for chats is enabled when: - You enable Chat for the first time, or - You create a chat button that uses the routing option **Omni-Channel Queues** or **Omni-Channel Skills** Let’s compare the two routing model options when using Chat and Omni-Channel together. | Live Agent Routing (Salesforce Classic only) | Omni-Channel Routing | | --- | --- | | Agents must chat with customers in the console in Salesforce Classic. | Agents can chat with customers in the console in Salesforce Classic or in standard or console apps in Lightning Experience. | | Agents use the Omni-Channel widget in Salesforce Classic to handle their work. | Agents use the Omni-Channel widget in Salesforce Classic or the Omni-Channel component in Lightning Experience to handle their work. | | Agents use Omni-Channel Presence, including its configurable statuses. | Agents use Omni-Channel Presence, including its configurable statuses. | | Use Omni-Channel sound notifications in the Presence Configuration for chats. | Use Omni-Channel sound notifications in the Presence Configuration for chats. | | Agent capacity is set and consumed by Omni-Channel. | Agent capacity is set and consumed by Omni-Channel. | | Chats are routed to agents using Skills. | Chats are routed to agents using Omni-Channel queues. | | Chats can’t be prioritized with Omni-Channel work, or relative to each other. Omni-Channel work items that haven't yet been routed are always routed ahead of chats. | Chats are prioritized with Omni-Channel work, and can be prioritized relative to each other using queues. | | Chats always have the size 1. | Chat size is configurable by queue. | | Supervisors use the Chat Supervisor Panel to observe chats and assist agents with their chats. | Chat supervisors can view agent activity in Omni Supervisor, but they use the Chat Supervisor Panel to observe chats and assist agents with their chats. Create a skill for agents handling chats routed with Omni-Channel to make them visible in the Chat Supervisor Panel. | | Reports and data for chats are separate from Omni-Channel data. | Chat data is included in Agent Work reports in addition to Chat reports. | | For a queue to appear as an option on the Chat button, the queue must include the Chat Sessions object in its support objects. | For a queue to appear as an option on the Chat button, the queue must include the Live Chat Transcript object in its supported objects. | | The Live Chat Transcript is created when the chat ends. | The Live Chat Transcript is created when the chat is requested. | | You can customize the Live Chat Transcript page layout for Ended chats. | In Salesforce Classic, you can customize the Live Chat Transcript page layout for Waiting, In Progress, and Ended chats. In Lightning Experience, you can customize Live Chat Transcript pages in the Lightning App Builder. | | Agents associate records with the chat transcript only after the chat has ended. | Agents can associate records with the chat transcript during the chat. Agents can associate records on the chat transcript itself or use a console sidebar lookup component in Salesforce Classic. | | Uses the [Console Integration Toolkit Methods for Chat](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_live_agent_methods.htm). | Uses the [Console Integration Toolkit Methods for Omni-Channel](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_omnichannel_methods.htm) for Salesforce Classic, or Omni-Channel Objects for the Lightning Console JavaScript API for Lightning Experience. | | If you use the `findorCreate` code to find or create related records, the code triggers only when an agent accepts the chat request. | If you use the `findorCreate` code to find or create related records, the code triggers even if the chat visitor cancels the chat before the agent accepts. | However, there are a few limitations to using Omni-Channel routing for chats: - You can’t transfer a chat from a button using Live Agent routing to a button using Omni-Channel routing. - Queues with multiple object types can cause problems when using Omni-Channel routing. We recommend creating a queue for each object type, such as Chats, Cases, and Leads, instead of setting queues to handle multiple object types. - When an agent uses “Transfer to Agent” for a chat routed with Omni-Channel and the receiving agent has an admin profile, the agent who initiated the transfer can lose visibility of the chat transcript until the receiving agent accepts the chat request. This situation occurs because Omni-Channel changes ownership of the chat transcript when the transfer is initiated, before the next agent accepts the chat. # Compare Messaging Channel Capabilities Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Standard SMS, and Bring Your Own Channel
- [Setup and Routing](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Messaging Session Start and End](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Customer Experience](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Service Rep Experience](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Rich Content](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Automated Responses](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) - [Security and Consent Management](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5) ## Setup and Routing |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Automated channel setup | Yes | Yes | Yes | Yes | No | Yes | Yes | | Can upgrade from standard channels | N/A | N/A | Yes | Yes | Yes | N/A | N/A | | Omni-Channel Flows routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Queue-based routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Enhanced routing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Tab-based capacity | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Status-based capacity | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Works in the Salesforce Mobile App | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Messaging Session Start and End |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Customer can start session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep can start session | Yes | No | Yes | Yes | Yes | Yes | Yes | | Automated outbound messages | Yes | No | Yes | No | Yes | Yes | Yes | | Broadcast (one-to-many) messaging | N/A | N/A | N/A | N/A | No | N/A | N/A | | Service rep can end session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep can mark session inactive | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Customer can end session | Yes | Yes | N/A | N/A | N/A | Yes | N/A | ## Customer Experience |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Typing indicator: customer side | Yes | Yes | No | Yes | N/A | Yes | No | | Typing indicator: service rep side | Yes | Yes | No | No | N/A | Yes | No | | Read receipts: customer side | Yes | Yes | No | No | N/A | No | No | | Read receipts: service rep side | Yes | Yes | No | No | N/A | No | No | | Delivered receipts: customer side | Yes | Yes | No | Yes | N/A | Yes | No | | Delivered receipts: service rep side | Yes | Yes | Yes | Yes | N/A | Yes | Yes | | Estimated wait time for customers | Yes | Yes | No | No | No | No | No | | Desktop application support | N/A | Yes | Yes | Yes | N/A | Yes | Yes | | Window branding and customization | Yes | Yes | N/A | N/A | N/A | N/A | N/A | | Hide messaging option outside of business hours | Yes | Yes | N/A | N/A | N/A | N/A | N/A | | Let customers download conversation transcripts | Yes | Yes | N/A | N/A | N/A | N/A | N/A | ## Service Rep Experience |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Quick text | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Einstein recommended replies | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-rep transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-flow transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Rep-to-queue transfer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Flag raise | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Supervisor whisper to reps | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Multi-rep conferencing | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | View conversation transcripts | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | After-conversation work timer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Compatible with AI agents | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Compatible with Einstein Bots | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Conversation Catch-Up | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Channel-object linking | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Individual-object linking | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Channel menu | No | Yes | Yes | Yes | Yes | Yes | Yes | ## Rich Content |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Emoji: customer to service rep | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Emoji: service rep to customer | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | GIFs: customer to service rep | Yes | Yes | No | Yes | Yes | Yes | No (stickers only) | | GIFs: service rep to customer | Yes | Yes | No | No | No | No | No | | File sharing: customer to service rep | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | Yes | Yes | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | File sharing: service rep to customer | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") | Yes | Yes | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Video messages | No | No | Yes | Yes | No | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Audio messages | No | No | Yes | Yes | No | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") | [Yes](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") | | Audio message recorder with playback | No | No | Yes | Yes | No | Yes | No | | Enhanced link messaging components | Yes | Yes | Yes (plain text only) | Yes | Yes (plain text only) | Yes | Yes (plain text only) | | Question with options messaging components | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes | | Time selector messaging components | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes (plain text only) | | Auto-response messaging components | Yes | Yes | No | No | No | No | No | | Form messaging components | Yes | Yes | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Notification messaging components | Yes | Yes | Yes | Yes (plain text only, no flow support) | Yes (plain text only) | Yes | Yes | | Payment messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Authentication messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Custom messaging components | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes (plain text only) | Yes | Yes (plain text only) | | Post-session survey | Yes | Yes | Yes | Yes | Yes (plain text only) | Yes | Yes | | Right-to-left languages | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Automated Responses |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Conversation acknowledgment | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Service rep accept | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Inactive conversation | Yes | Yes | No | No | No | No | No | | End session | Yes | Yes | Yes | Yes | Yes | Yes | Yes | ## Security and Consent Management |   | Enhanced In-App Chat | Enhanced Web Chat | WhatsApp (Enhanced) | Facebook Messenger (Enhanced) | SMS (Enhanced) | Apple Messages (Enhanced) | LINE (Enhanced) | | --- | --- | --- | --- | --- | --- | --- | --- | | Sensitive data rules | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Encryption at rest | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | [Yes](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5 "Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.") | | Channel consent type: Implicit opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Channel consent type: Explicit opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Channel consent type: Double opt-in | N/A | N/A | Yes | Yes | Yes | Yes | Yes | | Customers can opt out | Yes | Yes | Yes | Yes | Yes | Yes | Yes | #### See Also - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [Compare Enhanced Chat Capabilities to Legacy Chat Capabilities](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5 "Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product.") - [Compare Standard and Enhanced SMS Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") - [Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5 "Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.") # Compare Standard and Enhanced SMS Channel Capabilities View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the standard SMS features you love plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). Enhanced SMS channels are built on our new conversation platform. The conversation platform also houses Salesforce Voice, Enhanced Chat, and all other enhanced Messaging channels, such as WhatsApp. This shared platform has several benefits. - When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel. - These channels are designed to scale beyond the customer support use case. For an in-depth demo of upgrading a standard SMS channel to enhanced, watch this video: ![Video](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/video.png) [Upgrade from Standard to Enhanced SMS](https://salesforce.vidyard.com/watch/fcUAxZMd8m5CXesX1mKuTh). ## Standard Versus Enhanced SMS
Capability Standard SMS Enhanced SMS
Provisioning Methods  
Long codes Yes Yes
Toll-free long codes (US) Yes Yes
Toll-free long codes (Canada) Yes Yes
Short codes (US) Yes Yes
Short codes (Canada) Yes Yes
Setup and Routing  
Automated channel setup No (must create a case) Yes
Can upgrade from standard channels N/A Yes
Omni-Channel Flow routing Yes, in Lightning Experience only Yes
Queue-based routing Yes Yes
Enhanced routing No Yes
Tab-based capacity Yes Yes
Status-based capacity No Yes
Available with Sales Cloud Yes Yes
Messaging Session Start and End  
Customer can start session Yes Yes
Service rep can start session Yes, via the Start Conversation quick action (beta) Yes, via the Send Message global action
Automated outbound messages Yes Yes
Broadcast (one-to-many) messaging Yes No
Service rep can end session Yes Yes
Service rep can mark session inactive No Yes
Available session statuses New, Waiting, Active, Ended New, Consent, Waiting, Active, Inactive, Ended, Error
Customer Experience  
Typing indicator: customer side N/A N/A
Typing indicator: service rep side N/A N/A
Read receipts: customer side N/A N/A
Read receipts: service rep side N/A N/A
Delivered receipts: customer side N/A N/A
Delivered receipts: service rep side N/A N/A
Service Rep Experience  
Quick text Yes Yes
Einstein recommended replies No Yes
Rep-to-rep transfer No Yes
Rep-to-flow transfer No Yes
Rep-to-queue transfer No Yes
Flag raise No Yes
Supervisor whisper to service reps No Yes
Multi-rep conferencing No Yes, up to 2 reps
Conversation transcripts Yes Yes. When a channel is upgraded from standard to enhanced, the Enhanced Conversation component doesn't show messages that were exchanged with the customer before the upgrade. Service reps must open individual messaging session records to see them. In the first post-upgrade conversation with a customer, the rep can check the customer's most recent messaging sessions in the channel to learn what was discussed.
After-conversation work timer Yes Yes
Compatible with AI agents No Yes
Compatible with Einstein Bots Yes, in Lightning Experience only Yes
Channel-object linking Yes Yes
Individual-object linking Yes Yes
Channel menu Yes Yes
Content Sharing  
Text Yes. For short codes: 160 characters. For long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters. Yes. For short codes: 160 characters. For long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters.
Images*

Yes: .jpg, .jpeg, .png. Limits vary by carrier:

  • AT&T: 1 MB
  • T-Mobile: 1 MB
  • Verizon: 1.2 MB
  • Sprint: 2 MB
  • US cellular: 500 KB

Yes: .jpg, .jpeg, .png. Limits vary by carrier:

  • AT&T: 1 MB
  • T-Mobile: 1 MB
  • Verizon: 1.2 MB
  • Sprint: 2 MB
  • US cellular: 500 KB
Emoji Yes, in Salesforce Classic only Yes
GIFs Yes Yes, inbound only
PDFs No No
Audio files No No
Video files No No
Enhanced link messaging components No Yes (plain text only)
Question with options messaging components No Yes (plain text only)
Time selector messaging components No Yes (plain text only)
Auto-response messaging components No No
Form messaging components No Yes (plain text only)
Notification messaging components No Yes (plain text only)
Payment messaging components No Yes (plain text only)
Authentication messaging components No Yes (plain text only)
Custom messaging components No Yes (plain text only)
Post-session survey No Yes (plain text only)
Right-to-left languages No Yes
Automated Responses  
Conversation acknowledgment Yes Yes
Service rep accept Yes Yes
After-hours response Yes, in Salesforce Classic only No
Inactive conversation No No
End session Yes Yes
Security and Consent Management  
Sensitive data rules Yes Yes
Encryption at rest Yes, in Lightning Experience only Yes
Channel consent type: Implicit opt-in Yes Yes
Channel consent type: Explicit opt-in Yes (short codes) Yes
Channel consent type: Double opt-in Yes (short codes) Yes
Customers can opt out Yes Yes
\* Sending images is supported only in standard and enhanced SMS channels associated with US and Canada long codes and toll-free long codes. It isn’t supported for short codes. #### See Also - [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.") - [Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5 "As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.") # Compare the Capabilities of Bring Your Own Channel for CCaaS to Bring Your Own Channel for Messaging Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side. See [Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5 "Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side."). # Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side. ### Required Editions Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels are built on our conversation platform. The conversation platform also houses Salesforce Voice, Enhanced Chat, and all other enhanced Messaging channels, such as WhatsApp. This shared platform has several benefits. When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel. Plus, these channels are designed to scale beyond the customer support use case. Because the Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels depend on Messaging and CCaaS partner integrations, feature support varies based on partner implementation.
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging, and Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS in Salesforce applications and documentation.
Capability Bring Your Own Channel for Messaging Bring Your Own Channel for CCaaS
Setup and Routing  
Automated channel setup Yes Yes
Upgrade from standard channels N/A N/A
Omni-Channel Flow routing Yes Yes
Queue-based routing Yes Yes
Enhanced routing Yes Yes
Service rep and queue syncing between Salesforce and partner No Yes
Partner-owned consent No Yes
Tab-based capacity Yes Yes
Status-based capacity Yes Yes
Available with Agentforce Sales (formerly Sales Cloud) Yes Yes
Messaging Session Start and End  
Customer can start session Yes Yes
Service rep can start session Yes Yes
Automated outbound messages No No
Broadcast (one-to-many) messaging N/A N/A
Service rep can end session Yes Yes
Service rep can mark session inactive Yes Yes
Customer can end session N/A N/A
Customer Experience  
Typing indicator: customer side Yes Yes
Typing indicator: service rep side Yes Yes
Read receipts: customer side Yes Yes
Read receipts: service rep side Yes Yes
Delivered receipts: customer side Yes Yes
Delivered receipts: service rep side Yes Yes
Estimated wait time for customers No No
Desktop application support N/A N/A
Window branding and customization Yes (API only) Yes (API only)
Hide messaging option outside of business hours No No
Let customers download transcripts N/A N/A
Service Rep Experience  
Einstein recommended replies Yes Yes
Rep-to-rep transfer Yes Yes
Rep-to-flow transfer Yes Yes
Rep-to-queue transfer Yes Yes
Flag raise Yes Yes
Supervisor whisper to service reps Yes Yes
View Conversation transcripts Yes Yes
After-conversation work timer Yes Yes
AI agent integration Yes Yes
Einstein Bots integration Yes Yes
Conversation history for third-party bots No Yes
Conversation Catch-Up Yes Yes
Channel-object linking Yes Yes
Individual-object linking Yes Yes
Channel menu No No
Content Sharing  
Emojis: customer to service rep Yes Yes
Emojis: service rep to customer Yes Yes
GIFs: customer to service rep Yes Yes
GIFs: service rep to customer No No
File sharing: customer to service rep Yes Yes
File sharing: service rep to customer Yes Yes
Video messages Yes Yes
Audio messages Yes Yes
Audio message recorder with playback Yes Yes
Enhanced link messaging components Yes Yes
Question with options messaging components Yes Yes
Time selector messaging components Yes Yes
Auto-response messaging components Yes Yes
Form messaging components Yes Yes
Notification messaging components Yes (no automation support; manual sending only) Yes (no automation support; manual sending only)
Payment messaging components No No
Authentication messaging components No No
Custom messaging components Yes Yes
Link previews Yes (Send a rich link without an enhanced link messaging component.) Yes (Send a rich link without an enhanced link messaging component.)
Rich text markdown Yes Yes
Right-to-left languages Yes Yes
Automated Responses  
Conversation acknowledgment Yes Yes
Service rep accept Yes Yes
Inactive conversation Yes Yes
End session Yes Yes
Security and Consent Management  
Sensitive data rules Yes Yes
Encryption at rest Yes Yes
Channel consent type: Implicit opt-in Yes Yes
Channel consent type: Explicit opt-in Yes Yes
Channel consent type: Double opt-in Yes Yes
Customers can opt out Yes Yes
# Compare Versions of an Article View what's changed between two versions of an article. Content that is added, deleted, or changed is highlighted side by side in the Article Version Comparison component. ### Required Editions
Available in Lightning Experience. View supported editions.
Article Version Comparison is a component you can add to your Lightning pages. We recommend creating a tab in your layout for this tool so it’s available for your team when they need it. ![Article version comparison Compare button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_version_comparison.png) For the best experience, view an older version and then choose a newer version to compare. Content that's new in the compared version is green and underlined. Content deleted from the current version appears in red strikethrough text. ## Considerations Keep these considerations in mind when you compare articles. - The HTML tags show because the source code is used in the comparison. By comparing the HTML source, you can see differences in formatting and image or video links, indicating content that changed. - Articles are compared character by character. For instance, “Online” and “Archived” share an ‘i’ and ‘e’. ![The publication status and version number compared side-by-side.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_comparison_detail.png) - You can use the Article Comparison component only for versions with the same record type and language. - In Lookup fields, the linked record’s 18-character ID appears, such as the ID to identify users in Modified By and Created By fields. - If another version is modified, created, or deleted while you view an article, it doesn't appear in the version dropdown. You can refresh the page to see the latest list of article versions. - Comparing articles isn’t supported in Microsoft IE11 or the Microsoft Edge browser. # Comparing Static and Dynamic Flows With global-action-based or Apex-based forms, you can create a static Flow. With an Apex-based form, you can create a static or dynamic Flow. This table compares static and dynamic Flows. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
|   | **Static Flows** | **Dynamic Flows (data & conditional)** | | --- | --- | --- | | Description | All customers receive the same message and navigate through the Flow using a fixed, predefined pathway. | The form content and user experience are dynamic, adapting based on the specific user, input data, and their real-time selections within the flow. | | Number of elements per screen | 1 (field 1 appears on page 1, field 2 appears on page 2, and so on.) | Up to 3 | | Number of screens supported | Multiple | Multiple | | Supports input data | No | Yes | | Supports data from external endpoints | No | Yes | | Can show messaging content and screens based on conditional logic | No | Yes | | Where to configure messaging content and layout | Global action | Messaging Component | #### See Also - [_Salesforce Help:_ Static WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_static_flows.htm&language=en_US) - [_Salesforce Help:_ Dynamic WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_dynamic_flows.htm&language=en_US) # Comparison of Access Methods Let's identify the best access method for your task. | Access Method | Data Storage Location | Best For... | Data Format & Scope | Access Frequency and Speed | Typical User Persona | | --- | --- | --- | --- | --- | --- | | Data 360 Sync | AWS Database | Advanced analytics, trend analysis, BI dashboards, and creating a unified customer profile. | Full conversation data from ConversationEntry, synchronized continuously. | Near real-time, continuous sync. | Data Analyst, Business Intelligence Specialist, Marketing Operations | | Connect REST API | AWS Database | Integrating a single, live transcript into a custom app or external system. | Text-only transcripts from ConversationEntry. Excludes rich media and bot messages. | On-demand, per-record. Subject to hourly rate and active session limits. | Developer, System Integrator | | Conversation Data GET Conversation Entries API | AWS Database | Integrating a single, live transcript into a custom app or external system. | Transcripts from all ConversationEntry types, including rich content, URLs, and bot messages. | On-demand, per-record. Subject to hourly rate and active session limits. | Developer, System Integrator | | Bulk Export Tool | AWS Database | Full archival for compliance, legal discovery, or moving to a new data warehouse. | Complete message data from ConversationEntry, including all historical records. | Manual request. Can only be run once every seven days. | Compliance Officer, Data Architect, IT Admin | | Salesforce Reporting & SOQL | Salesforce Core Storage (Legacy) | Daily operational reports and dashboards on standard/legacy channels only. | Full access to related objects (Case, Contact). | Real-time, subject to platform limits. | Salesforce Admin, Business Analyst, Service Manager | # Comparison of Standard and Enhanced Omni-Channel Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). | Feature | Standard Omni-Channel | Enhanced Omni-Channel | | --- | --- | --- | | Routing of work, Omni Flows, Command Center for Service, [Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away."), and basic functionality | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for [Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US), Case, [Enhanced Messaging channels](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US), and all other [routable Salesforce objects](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Custom report types for service rep work | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Ability to transfer skills-based work from an Omni-Channel work list](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&language=en_US) [1](#fntarg_1) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | (See next row) | | [Reassign work to a rep, skill, queue, or Omni-Channel flow from a record page](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Omni Mobile](https://help.salesforce.com/s/articleView?id=service.omnichannel_go_mobile.htm&language=en_US)[2](#fntarg_2) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for apps that use standard navigation[3](#fntarg_3) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Supervisor Wallboard](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_wallboard_tab.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Agent Inbox View | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Paused status for status-based capacity](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Sidebar layout for the Omni-Channel component](https://help.salesforce.com/s/articleView?id=service.omnichannel_component_layout.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Customizable tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") and [tab layout](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5) in Command Center for Service | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Higher maximum of queued work items](https://help.salesforce.com/s/articleView?id=xcloud.overview_limits_general.htm&type=5&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | All future Omni-Channel features and enhancements | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Ability to prioritize work by [Acceptance Due Date](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_by_due_date.htm&type=5&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&type=5&language=en_US) for end-to-end voice calls | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for Chat (Live Agent) and standard Messaging channels | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | | Salesforce Classic | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | | Lightning Experience | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | Also take note of the differences in Omni-Channel behavior, especially if you migrate from Standard to Enhanced Omni-Channel.
Behavior Standard Omni-Channel Enhanced Omni-Channel
Location of new and existing work items

In the Omni-Channel widget, new work items appear in the New tab and existing work items appear in the My Work tab.Omni-Channel widget shows an incoming work item.

New and existing work both appear in the Inbox tab.Omni-Channel widget shows an incoming work item.
Sort order of the work items assigned to the rep My Work tab sorts work items by priority. Inbox sorts work items by their most recent creation or update date. You can use the sort options to change the sort order as described in Search and Sort in Omni-Channel Inbox.
Decline when busy If a rep changes their presence status to Busy, then assigned Messaging sessions are canceled and re-routed. They will remain assigned to the current user until they accept, decline, or go offline.
Wallboard The Wallboard isn’t available. Unless it’s hidden in the supervisor configuration, the Wallboard tab shows in Command Center for Service.
#### See Also - [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US) - [Enable Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5 "Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.") [1](#fnsrc_1) With Enhanced Omni-Channel, add the Reassign action to a record page to transfer skills-based work. See [Set Up Work Reassignment](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&type=5&language=en_US). [2](#fnsrc_2) Omni-Channel users, such as sales and service reps, can handle work requests from all enhanced channels, except Voice, from their mobile device. [3](#fnsrc_3) Only status-based capacity models work with standard apps. Tab-based capacity models don’t work in such apps. # Compensation And Rewards Management Subagent Handles requests related to viewing employee compensation details, total rewards statements, salary breakdowns, bonus calculations, and pay band positioning. ### Required Editions
View supported editions.
User Permissions Needed
To enable agents in Salesforce:

Manage AI Agents AND Employee Service: Agentforce

OR

Customize Application
To build and manage HR service agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameCompensationAndRewardsManagement
Included Agent ActionsView Salary And Total Rewards
# Complete Asset Service Prediction Requirements In the Asset Service Prediction guided setup, the "Complete Asset Service Prediction Requirements" step configures your Salesforce organization with the necessary permissions, features, and data components required to implement and use Asset Service Prediction successfully. To begin the configuration, in Setup, go to **Asset Service Prediction**, and then click **Start**. This action triggers an automated workflow that executes each of the steps outlined below. A green checkmark next to a step indicates that it was completed successfully. - **Assign App Framework & View Permissions and AI Accelerator Permissions**: Ensures only authorized users can manage, configure, and view the feature and its underlying components. Assigns two critical permission sets to the relevant users. - **Enable AI Accelerator**: Activates the AI Accelerator platform feature, crucial for Asset Service Prediction's predictive analysis and machine learning. - **Grant Data 360 Salesforce Connector Permissions**: Assigns a permission set for the AI Accelerator to read source data from Data 360, ensuring the prediction models have necessary access. The connector requires Read and View All access to specific objects to generate asset service predictions. - **Install and Deploy Service Data Kit**: Deploys the necessary data schemas, mappings, and pre-packaged data bundles for Asset Service Prediction to ensure the correct data structure and Field Service integration dependencies. # Complete General Setup for Service Assistant Complete the general setup that's required for both Service Assistant for Case and Messaging. ### Required Editions
User Permissions Needed
To complete general setup:

Service Planner Builder permission set

AND

Agentforce Default Admin permission set

AND

Customize Application OR System Admin

## Turn on General Features Turn on Einstein Generative AI and Data 360 to use Service Assistant. 1. From Setup, in the quick find box, enter and select **Einstein Setup**. 2. From the Einstein Setup page, turn on Einstein. You can configure the other features listed in the Einstein Setup page, but they're not required. See [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). For setting up the Einstein Trust Layer, you can choose the Case object fields you want to mask to prevent their exposure to the agent reasoning engine (LLM). See [Select What Data To Mask](https://help.salesforce.com/s/articleView?id=ai.generative_ai_mask_select.htm&type=5&language=en_US). Keep in mind that data masking is off by default, and we don't recommend turning it on because it can slow down performance. If you do turn it on, leave the `Company Name` field unmasked. 3. From the Setup menu, select **Data Cloud Setup**, and from the Data Cloud Setup page, click **Get Started**. Data 360 is required only if you use knowledge grounding through Agentforce Data Libraries. Service Assistant doesn't require Data 360 to generate the summary plan or the service plan steps when the steps come only from subagent instructions and agent actions. To ground plan steps in knowledge, you need Data 360. The enablement of Data Cloud in your Salesforce org can take time. You can continue the setup steps while the Data Cloud setup completes. After completing the steps, go to the Agentforce Agents Setup page. ## Turn on Agentforce Turn on Agentforce to get started creating your Service Assistant agent. 1. From Setup, in the quick find box, enter and select **Agentforce Agents** 2. From the Agentforce Agents Setup page, turn on Agentforce. 3. Refresh the page and then stay on the Agentforce Agents Setup page to complete the next step. ## Create a Service Assistant Agent Use the legacy Agentforce Builder to create a Service Assistant agent. Then create your subagents and instructions. Service Assistant isn't supported in the new Agentforce Builder. You're required to create your agent and add subagents and instructions. Service Assistant isn't supported in the [new Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_tour.htm&type=5&language=en_US). You must use the [legacy builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). We recommend creating a subagent and instructions for each case type you want Service Assistant to help resolve. Make your subagents specific, and detail the exact step-by-step process for resolving the case. Review [Ground Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US) and [Subagent Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&type=5&language=en_US). Steps for grounding the agent in your knowledge base with Agentforce Data Libraries aren't included here because the feature is optional and takes additional time to test. See [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&type=5&language=en_US). We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from stetting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you can't access the legacy builder, go to the new Agentforce Builder, select New Agent, and select Agentforce Service Assistant. You're automatically routed to the legacy builder. 1. From the Agentforce Agents Setup page, click **\+ New Agent**. 2. From the legacy Agentforce Builder guided setup, in the Select an agent tab, select **Agentforce Service Assistant** and click **Next**. 3. From the Customize your agent tab, take these steps to configure the Company and Agent User fields. All other fields are set by default, and we don't recommend making any changes. 1. In the Company field, describe your company. 2. In the Agent User field, confirm that **New Agent User** is selected. An agent user for Service Assistant is created and automatically set to the listed configuration. The Service Planner Agent User and Agentforce\_Service\_Assistant Permissions permission sets are automatically assigned to the agent. Don't remove them. Email: noreply@salesforce.com Username: ServicePlanner User Agent Type: Service Assistant Profile: Einstein Agent User license: Einstein Agent Permission sets: Service Planner Agent User and Agentforce\_Service\_Assistant Permissions Permission set license: Service Planner Access 3. Leave the **Keep a record of conversations with enhanced logs** and **Agent can access records** fields disabled. They don't apply to Service Assistant because it creates service plans through a Lightning web component. 4. Click **Create**. The Agentforce Builder opens and shows the Subagents tab. 5. On the Subagents tab, click **New**, and then select **Add from Asset Library**. 6. From the Subagents tab, click **New** and select **\+ New Subagent**. 7. In the Create a Subagent guided setup, create a subagent and instructions for your agent. For specific best practices and an example Service Assistant subagent, see [Ground Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US). Your subagents and instructions should contain your company's policies for the particular cases that Service Assistant helps resolve. In the guided setup, you have the option to add Agentforce actions, but they're not required for Service Assistant. Service Assistant doesn't complete any direct actions for the customer or service rep. If you add actions, they're only used as an additional grounding and treated like instructions. 8. Complete steps 7 and 8 again for all subagents and related instructions you want to create for your agent. After you create all your subagents and instructions, the general setup of your agent is complete. You can optionally ground Service Assistant in your knowledge base using Agentforce Data Libraries. However, because creating an Agentforce Data Library isn't required and requires custom permissions, we provided the setup steps and testing guidelines in [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). If you have a data library of the knowledge data type already built, you can select it in the Data Library field on the Data tab. Service Assistant supports only the knowledge data type. If you choose to complete your data library setup, confirm that you have the Data Cloud Architect permission set and the permission set has access to the [default data space](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5). You also need the Knowledge User permission enabled on your user record. 9. From the top right of the Agentforce Builder, click **Activate**. After activating your agent, a configuration error message appears stating that permissions aren't complete and a data library isn't set up. You can safely click **Ignore and Activate**. This is a default message from Agentforce. Your agent has all necessary permissions assigned and doesn't require a data library. Be sure to review any overlapping subagents or instructions. ![Agent Activate Error message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_agent_activate_error.png) After activating your agent, exit the Agentforce Builder and go to the Service AI Grounding Setup page. ## Add Agent Actions (Optional) To automate tasks in a service plan, add Agentforce actions to your subagents. You can add agent actions at any time. We recommend skipping this step and proceeding to the object setup because actions can take longer to set up. First, confirm that you can generate a general service plan and get it operating. Agentforce actions in Service Assistant are configured and operate the same way as those in any other Agentforce agent. The difference is in how they surface to reps. In dynamic plans, actions surface automatically in plan steps when Service Assistant determines that an action is available to complete the current step. Reps can execute tasks without leaving the component. This applies to steps created from both subagents and knowledge articles. In guidance plans, reps can only invoke actions on demand through agent chat. Service Assistant doesn't proactively surface or execute actions in guidance plans. See [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_agent_chat.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note By default, Service Assistant can run a matched action automatically. For any action that requires human confirmation before it runs, such as closing a case, turn on Require User Confirmation on the action. See [Guidelines for Creating Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&type=5&language=en_US). You can use standard actions or create custom actions that meet your business requirements. No standard actions are built specifically for Service Assistant. Custom Lightning types are also supported. See [Enhance Agent Action UI with Custom Lightning Types](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_enhance.htm&type=5&language=en_US). The surfacing and execution of agent actions occur in the context of the ServicePlanner User (the agent user) permissions. Give the agent user access to the underlying functionality of the action, such as flows and prompt templates. 1. On the Subagents tab of the legacy Agentforce Builder, select a subagent. 2. Click the **This Subagent's Actions** tab, and then click **New**. 3. Follow the guided setup, and repeat the process for each action that you want to create. See [Best Practices for Agent Action Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_instructions.htm&type=5&language=en_US). 4. After you create all your actions, grant the ServicePlanner User access to the underlying action. 5. For any action that requires user input or confirmation from the service rep, assign your service reps the Unmetered User Based AI permission set license and Unmetered User Based AI permission set. | Action Type | Permissions | | --- | --- | | Prompt template actions | Prompt Template User permission set | | Flow actions | Run Flows app permission, or grant access to individual flows. See [Configure User Profile or Permission Set Access to a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US). | | Apex class actions | Apex class access: Select the Apex classes that the agent uses. See [Set Apex Class Access from Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_setting_apex_access.htm&type=5&language=en_US). | | Objects used in the actions | The ServicePlanner User and service rep also need access to the objects referenced by the Agentforce actions. The required level of access, such as Read or Edit, corresponds to the action's intended function. For example, Edit permissions are necessary for actions that update records or fields. Read permissions are for actions that verify data without modifying it. | # Complete Mandatory Actions on the Actions & Recommendations Component When you see an asterisk next to an action, it’s a step that’s important to complete. When you try to close a flow that’s mandatory before completing it, a reminder appears that it’s a required step. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed
To run flows from the list:

Run Flows

OR

Flow User field enabled on the user detail page

OR

Manage Flow
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note The reminder appears for screen and field service mobile flows. We don’t show the reminder for quick actions or autolaunched flows that are marked as mandatory. - To dismiss the warning and continue, click **Cancel**. ![A reminder appears when you try to close a mandatory flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_engagement_mandatory_message.png) - Otherwise, click **Finish Later**, which closes the tab or window. You can start a new instance of the flow later. # Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder Make sure to complete these steps before creating your agents. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
1. Make sure that Field Service is enabled and that you’ve configured a scheduling policy. 2. [Set up Einstein generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Data 360 setup isn’t required for Autonomous Scheduling. 3. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 4. Make sure that the names and descriptions of your work types are as detailed and accurate as possible. The AI agent uses these details to find the most accurate work type for each request. For example, a work type named Installation can have this description, “Setting up new appliances, including proper connection to power, water, or gas lines, and ensuring the appliance is fully operational.” 5. Make sure your agent can assign service territories to service appointments by implementing a service territory classification mechanism, for example, you can use [map polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&release=264.0.0&type=5 "Set up and configure map polygons so you can draw your own territories directly on the map."). Also, make sure service territories have active service territory members. 6. By default, the Appointment Management for Field Service subagent uses the Customer First scheduling policy, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you’ve modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the [Match Time Rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_time.htm&release=264.0.0&type=5 "Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date.") work rules for the scheduled start and scheduled end of appointments. See [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction."). 7. Make sure status transitions are set up. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5 "The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status."). 8. Set up a [messaging channel](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&language=en_US&type=5) where your customers can have conversations with your agent. You can use an existing messaging channel or create a new one. See [Considerations for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_considerations.htm&release=264.0.0&type=5 "Before you set up your agents, review these considerations and limitations."). 9. Set up a fallback queue to help you move around between the agent and the service reps when escalation is required. You can use an existing queue or create a new one. See [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). # Complete Remediation Tasks for a Compliance Issue Execute the action plan associated with a compliance issue by completing each remediation task and uploading supporting files. As the resolver, you're responsible for working through each task on the action plan and providing evidence that the compliance gap has been addressed. Once all tasks are complete, move the issue to Review status so the issue owner can validate your work. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To access Compliance Issue action plan tasks: Compliance Admin permission set
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This task assumes the Compliance Issue already has an Action Plan attached. To create an Action Plan, see [Create an Action Plan for a Compliance Issue for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_remediate_issue.htm&release=264.0.0&type=5 "When a compliance issue is logged and mapped to its source such as a failed control, an open risk, a policy, or an audit, create an Action Plan using a template, and associate it with an issue to organize the remediation work into assignable tasks."). 1. From the App Launcher, find and select **IT Compliance**. 2. Select **Compliance Issues** from the navigation menu. 3. Open the Compliance Issue record you are assigned to resolve. 4. Click **Mark Issue Status as Complete** to move the issue to **Remediation in Progress**. 5. Click the **Tasks** tab, and open a task from the **Action Plans** related list. 6. If the task requires evidence, upload your supporting evidence, such as audit logs, system reports, or policy documents, from the **Files** related list on the task record. 7. Click **Mark Complete** on the task. 8. Repeat the previous two steps for each remaining task on the action plan. 9. Return to the Compliance Issue and click **Mark Issue Status as Complete** to move the issue to **Review**. The issue is now ready for the issue owner to validate your work. The issue owner will review your completed tasks and evidence. If everything meets compliance requirements, they'll close the issue. If additional work is needed, they'll move the issue back to Remediation in Progress. See [Review and Close a Compliance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_close_issue.htm&release=264.0.0&type=5 "As an issue owner, you're responsible for confirming that the resolver's work meets compliance requirements. Review the completed tasks and evidence, then either close the issue or move it again to the open state for additional work.") for the validation workflow. # Complete the Embedded Messaging Setup for the Employee Portal After running the Salesforce Go automation, complete these manual steps to embed the messaging component on your portal and facilitate employee interactions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To add the Embedded Messaging component to an Experience Builder site: Create and Setup Experiences
## Set Security Protocols for Your Enhanced Chat Deployment [Set up the self-service employee portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&type=5&language=en_US) to embed the Enhanced Chat messaging component. 1. Make sure that User Verification is enabled for your messaging channel. 1. From Setup, go to **Messaging Settings**. 2. Edit your Messaging Channel. The Salesforce Go setup for IT Service creates a messaging channel named IT Employee Agent Channel. 3. Select **Add User Verification** and save your changes. 2. Add security to your site by completing the CORS allowlist steps required to [configure an Enhanced Web Chat Deployment in an Experience Builder site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&type=5&language=en_US). 3. From Setup, in the Quick Find box, enter Trusted URLs, and then select **Trusted URLs**. 4. Select **New Trusted URLs** and add the URLs that you added to the CORS allowlist. 5. In the Quick Find box, enter Sites, and then select **Sites** under Sites and Domains. 6. If this is the first time you're configuring the settings for Sites, accept the terms of use. 7. Select the site created specifically for your messaging deployment. 8. Under Trusted Domains for Inline Frames, select **Add Domain**. 9. Add the same URLs you added to the CORS allowlist. ## Configure the Embedded Messaging Component for the Portal 1. Find the scrt2URL. 1. From Setup, in the Quick Find box, search for and select **Embedded Service Deployments**. 2. Find the Embedded Service deployment for your Messaging Service channel. The Salesforce Go setup for IT Service creates an Embedded Service Deployment called ItEmpAgentChannel. 3. Select **Install Code Snippet**. 4. Find and copy the value for the scrt2URL from the chat code snippet and paste it in a text file. 2. Construct the bootstrap URL. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites** under Digital Experiences. 2. Find the automatically created site for your enhanced web chat deployment and copy the URL. 3. Paste the URL that you copied for your enhanced web chat deployment in a text file and add /assets/js/bootstrap.min.js to the end. For example, if the URL for the enhanced web chat deployment was xyz.com, the final URL will be xyz.com/assets/js/bootstrap.min.js 3. Add the embedded messaging component on your employee portal. 1. From Setup, in the Quick Find box, search for and select **All Sites**. 2. Click **Builder**. 3. Drag the **Embedded Messaging** component from the Experience Builder Components list to the portal footer. 4. Select your embedded web deployment in Embedded Messaging configuration panel. Select **ItEmpAgentChannel** to use the web deployment created by Salesforce Go. 5. Check **Add credential-based user verification**. 4. In Experience Builder Settings, click **Security & Privacy**. 5. Change the security level from Script CSP to **Relaxed CSP**. 6. Turn off **Lightning Web Security**. 7. Add the scrt2URL and the bootstrap URLs you noted earlier in a text file to the Trusted Sites for Scripts section. 8. Publish the changes. ## Publish the Messaging Channel After making any changes to the embedded messaging deployment, publish the messaging channel to reflect those changes. 1. From Setup, go to **Embedded Service Deployments**. 2. Open the Embedded Service Deployment for Enhanced Chat. 3. Click **Publish**. After you publish the messaging channel, complete the employee access steps in [Give Users Access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5 "Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.") so that employees can use the IT Service Employee Agent in Enhanced Chat. # Complete Work with the Work Steps Related List Use the work steps related list associated with a work order or work order line item to view and complete your work. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view work steps: Read on work plans
To update work steps: Edit on work plans
1. On the work order or work order line item, open the work steps related list. The list shows steps from the plans and the recommended execution order. 2. On the action menu of a step, select **Complete**. ![Complete Work Step Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_complete_with_related_list.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can also mark a step Not Applicable on the work step’s action menu. If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a quick action or a field service mobile flow, selecting **Complete** starts it. For example, this step starts the Log a Call quick action. ![Log a Call Quick Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_log_a_call_quick_action.png) When a quick action starts, we change the work step’s status to Complete when the action is completed. When a flow starts, the status changes according to the way the flow is configured. Completed work steps remain on the work step related list. #### See Also - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) # Complete Work with Work Plans Lightning Web Component The Work Plans component displays the work plans and work steps associated with the work order or work order line item. You can use it to view and complete assignments quickly and accurately. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view the work plan record: Read on Execution Order, Name, and Work Order Line Item fields
To view the work step record: Read on Execution Order, Action Definition, and Action Type fields
To update the work step record: Update on Status and Status Category fields
1. On the Work Plans component, expand the relevant work plan record to view its details and its associated work steps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Keep in mind that only the first two fields load from the Work Steps related list on the Work Plan. Also, enabling the **Work Order only** toggle filters your view to show just top-level work plans—turn it off if you need to see child-level plans. ![Work Plans Lightning Web Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_complete_with_lightning_web_component.png) 2. On the work plan record, view the progress of the work plan on the progress ring. The progress ring is updated based on the real-time progress of the work plan. 3. On the work step record, view the status of the step on the step’s status icon. 4. To mark a step’s status completed, click **Complete** on the work step record, or select **Complete** on the action menu of the step. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can also mark a step Not Applicable on the work step’s action menu. If the step is a simple instruction, such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a quick action or a field service mobile flow, selecting **Complete** starts it. When a quick action starts, we change the work step’s status to Complete when the action is completed. When a flow starts, the status changes according to the way the flow is configured. Completed work steps remain on the work plan record. #### See Also - [Introducing Lightning Web Components](https://developer.salesforce.com/docs/component-library/documentation/en/lwc) - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) # Complex Work in Field Service To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Watch the video to see how to use scheduling dependencies to stay on top of related service appointments. Get to know the common terms used in complex work. Scheduling Dependency Synonyms: Complex work, multistage work Dependencies are the relationships between service appointments that must be followed in order to meet your business needs. Dependencies cover scenarios where appointments happen in a certain order or must be assigned to the same person. You can set up dependencies that ensure appointments happen at the same time, consecutively, or consecutively and immediately one after another. Dependent appointments Synonyms: Group or set of dependent appointments; chain of appointments Throughout the documentation, dependent appointments refers to the related appointments defined in the Scheduling Dependencies section of a service appointment detail page. It includes the related appointments and the type of dependencies. Dependency type The logic that defines how two appointments are related. For example, Same Start appointments must begin at the same time. The dependency types are: - Same Start—The appointments must start at the same time. - Start After Finish—One appointment can’t start until the other is complete. Optionally, assign both appointments to the same service resource. - Start After Finish and Same Day—One appointment can’t start until the other is complete. Schedule both appointments for the same day. Optionally, assign both appointments to the same service resource. - Immediately Follow—Schedule the appointments back-to-back on the same day, and assign them to the same service resource. - **[Set Up Complex Work](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work_setup.htm&release=264.0.0&type=5)** Get ready to create scheduling dependencies, also known as complex, or multistage work. Update page layouts, activate dependency types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization. - **[Create Complex Work](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work_create.htm&release=264.0.0&type=5)** Model complicated realities with scheduling dependencies between appointments. Relate multiple service appointments so that scheduling and optimization can account for the dependencies. Each appointment’s parent record must be a work order. - **[Considerations and Limitations for Complex Work](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work_considerations.htm&release=264.0.0&type=5)** In Field Service, scheduling dependencies help you accurately model work that happens in stages, also called multistage work, and other sets of related appointments. Before you create service appointment dependencies, review the considerations and limitations. # Compliance Understand your compliance responsibilities when using Bring Your Own Carrier trunks with Salesforce. For Bring Your Own Carrier numbers, both attestation and emergency services setup are your carrier's responsibility—coordinate with them directly to ensure compliance. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
## STIR/SHAKEN If you're making outbound calls through your Bring Your Own Carrier trunk, here's what you need to know: Salesforce doesn't handle STIR/SHAKEN attestation for those calls—that's your carrier's responsibility. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Calls from Salesforce-managed numbers automatically get Full Attestation (A). But if you're using Bring Your Own Carrier numbers, your attestation level depends on what your carrier assigns. We recommend reaching out to your carrier to make sure your outbound calls are getting the highest attestation level they can provide. ## Emergency Services Salesforce routes emergency calls originating from Bring Your Own Carrier trunks to the carrier. However, additional setup with your carrier is required to ensure emergency calling works correctly. Getting the call routed correctly, providing accurate location information, and making sure it reaches the right emergency dispatcher (PSAP) is your carrier's responsibility. If you're switching from Salesforce-managed numbers to Bring Your Own Carrier numbers, any emergency services setup you had in AFCC (including RedSky integration) doesn't carry over to your Bring Your Own Carrier carrier. You'll need to contact your carrier directly and give them the exact physical address where each phone number is being used. This is really important—without accurate location info, emergency responders might not be able to find you in an emergency. # Conduct Change Risk Assessment for IT Services Conduct a risk assessment to understand the potential impact of a change before you implement it. By evaluating factors such as urgency, scope, and affected systems, your team can make informed decisions to minimize disruptions and protect service quality. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To access Risk Assessment questionnaire: Complete Change Risk Assessments
1. From the Change Request Record page, go to the **Risk Evaluation** tab. 2. Click **Start** to start the evaluation. 3. On the Risk Evaluation Questionnaire page, answer the questions and click **Next**. 4. Answer the questions on next page and click **Next**. You can review the calculated risk level and risk score on the Risk Score card. 5. To retake the questionnaire, click **Retake** in the **Risk Evaluation** tab. # Configuration Fields for Target Categories and Probe Types Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
## Network Scans Perform deep host scans of physical and virtual hosts across various operating systems and networking devices. The available probe types are deep host scan (WMIC, SSH, SNMP) and deep host scan (SSH, SNMP, PowerShell).
Field Description
Discovery Application Discovery application installed on a Windows host that executes the scan.
Network Configuration Option that defines whether to scan by IP range or hostname.
Included IP Range IP addresses or subnets included in the scan scope.
Excluded IP Range IP addresses or subnets excluded from the scan.
Available Credentials / Selected Credentials

Credentials used to authenticate access to systems in the defined scan range.

To select credentials for authentication, move them from the Available Credentials column to the Selected Credentials column. To define the sequence in which the credentials are used for authentication, reorder them in the Selected Credentials column using the up and down arrows.

For more information on how to create new credentials, see Create Discovery Credentials for Secure Scanning.
## Cloud, Virtualization, and Infrastructure **AWS Cloud Discovery**
Field Description
AWS Credentials Credentials that authenticate with the AWS account.
AWS Resources

AWS components included in the discovery scan. The resources include:

  • AWS EC2 Instance
  • AWS EBS
  • AWS AMI
  • AWS Snapshot
  • AWS Security Group
  • AWS VPC
  • AWS Load Balancer
  • AWS Network ACLs
  • AWS Auto Scaling
  • AWS Nat Gateways
  • AWS Databases and Clusters
  • AWS S3
  • AWS DynamoDB
  • AWS ECR
Add Credentials Option to create new AWS credentials directly from the Configure Scan Target Details.
**vCenter Scans** | Field | Description | | --- | --- | | vCenter Credentials | Credentials that authenticate with the vCenter environment. | | Included IP Range | IP addresses or subnets of the ESXi hosts included in the scan. | | Excluded IP Range | IP addresses or subnets of the ESXi hosts to be excluded from the scan. | **Azure Cloud Discovery**
Field Description
Azure Credentials Credentials that authenticate with the Azure account.
Azure Resources

Azure resources included in the discovery scan. The list of resources include:

  • Virtual Machine
  • Virtual Machine ScaleSets
  • Network Security Group
  • Application Gateway
  • App Services
  • SQl Servers
  • Virtual Network
  • SQL Managed Instance
Add Credentials Option to create new Azure credentials directly from the Configure Scan Target Details.
## Prescan and Utilities **Host Ping** | Field | Description | | --- | --- | | Included IP Range | Included IP Range IP addresses or subnets used to test network reachability before running full scans. | | Excluded IP Range | IP addresses or subnets excluded from prescan validation. | ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important For IP ranges, you can add up to 1024 IPs per scan. Enter individual IPs, IP ranges, or subnets in CIDR format. See the following examples: - 192.168.1.1 (single IP) - 192.168.1.4,192.168.2.4 (comma-separated IPs) - 192.168.1.4-5,9 (IP range in same subnet) - 192.168.4.0/22 (single subnet) - 192.168.0.0/23 192.168.1.1 (mix of subnet and IP) # Configuration Item Attributes and Attribute Sets in CMDB Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
A CI attribute represents a single piece of data that describes a configuration item. Each CI can have multiple attributes depending on its type. For example, a workstation CI may include attributes such as operating system, serial number, hostname, and assigned user. Attribute sets are reusable collections of attributes that apply to one or more CI types. They help standardize how attributes are grouped and displayed. Admins can assign attribute sets to CI types to ensure all related CIs follow a common structure. Use the **CI Attributes Manager** to create and manage attributes and attribute sets from a unified workspace. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Group Server Attributes into a Set A system administrator manages various types of servers in the CMDB. To maintain consistency, they define a set of attributes that every server must have such as CPU Type, RAM Size, operating system, IP Address, and datacenter location. Instead of adding each attribute manually for every new server CI type, the admin creates an attribute set named base server specs. The admin can assign this set to all relevant CI types. Every CI linked to those types now includes the same structured set of attributes. - **[Create a Configuration Item Attribute Set](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_attbte_set.htm&release=264.0.0&type=5)** Use attribute sets to organize metadata into logical sections for faster navigation and improved readability. Logical sections include system details, installed software, license information, and other related groups. Attribute sets group related configuration item (CI) attributes together so they appear as collapsible sections on the CI record. - **[Create a Configuration Item Attribute](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_attribute.htm&release=264.0.0&type=5)** Capture specific asset metadata, such as license details, application name, and hardware identifiers. Each attribute defines a field on the CI record. You can reuse an attribute across multiple configuration item types. - **[Add Attributes to a Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_manage_atbts.htm&release=264.0.0&type=5)** Use the Attributes tab in a configuration item (CI) type to define the fields that appear on CI records of that type. Organize metadata into clear, collapsible sections to improve usability and make configuration data easier to read. Attributes helps your team focus on the most relevant information when managing CIs. # Configuration Item Record and Tabs Each configuration item (CI) record contains essential asset details collected manually or through asset discovery. You can view the record to assess technical and business metadata, verify ownership, and understand upstream and downstream dependencies. Use the record to troubleshoot incidents faster, assess ownership, and track related issues across IT operations. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
The CI record includes the asset's name, type, owner, platform details, criticality, and other metadata. The values depend on the configuration item type and the attributes defined for that type. ![Configuration item record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_ci_details2.png) The details tab provides a complete view of the asset, including system configuration, hardware specifications, network details, and installed software. Use this information to assess the asset’s condition and understand how it fits into your IT environment. Each section appears based on the attributes defined for the configuration item type. Sections expand to show detailed field values, helping teams understand system specifications, configurations, and usage. Use **Show Key Attributes** to focus on the most important configuration item information without scrolling through all attributes. When enabled, the CI record displays a curated set of key attributes that help users quickly understand the asset’s identity, ownership, and status. When you create an attribute, you can specify an attribute as a key attribute. For more information, see [Create a Configuration Item Attribute](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_attribute.htm&release=264.0.0&type=5 "Capture specific asset metadata, such as license details, application name, and hardware identifiers. Each attribute defines a field on the CI record. You can reuse an attribute across multiple configuration item types."). The configuration item record includes tabs that organize related information and relationships:
Tab Name Description
Details Shows the complete set of attributes defined for the asset’s configuration item type. The fields are populated during CI creation, import, or discovery. You can edit the details if you have the required permissions.
Components

Shows the child CIs that make up a parent CI. Understand how an asset is composed and how its components relate to the overall system. Components can include items such as network adapters, storage disks, installed software, or running processes, depending on the CI type. The Components tab supports faster troubleshooting and impact analysis by presenting component data in a structured, filterable list.

Use the Components tab to manage supporting component records associated with a CI. Depending on the component type, you can create or delete components directly from the CI record page. For more information, see Manage CI Components.
Relationships

Shows all direct relationships between this configuration item and other CIs. You can view source and target relationships and choose the appropriate relationship type from a predefined list.

You can use Service Map to visualize how this configuration item connects to other assets, applications, or infrastructure components in your environment.

For more information, see Configuration Item Relationships and Service Graphs in CMDB.
History Shows the changes and discovery activity for a CI over time. The tab shows when the configuration item was discovered or updated and identifies the source responsible for each change, such as a discovery app or an import process. Track and audit changes, validate discovery behavior, and understand how a CI evolved over time.
Related

Lists all records linked to the configuration item across ITSM features. The list includes:

  • Incidents linked to the asset
  • Problems caused by or affecting the asset
  • Change requests involving the asset
  • Installed software found on the asset

Related links help teams investigate the operational impact of any configuration item and assess service health quickly.
**Discovery Card** The Discovery card gives visibility into how and when a configuration item was discovered. The card shows the discovery source, the application that created or updated the configuration item, and the first and most recent discovery timestamps. This information helps you to assess data freshness and trust the origin of CI records. ![Discovery card on a CI record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_discovery_card2.png) **Configuration Item Tags** Use tags to classify and organize configuration items across your CMDB. Tags help teams search, filter, and group related CIs more efficiently. You can add tags manually or through discovery and import processes. For more information, see [Configuration Item Tags](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_tags.htm&release=264.0.0&type=5 "Use configuration item (CI) tags to group and organize CIs across your CMDB. Tags are flexible labels that help teams filter, identify, and manage related CIs more efficiently. Apply tags manually or populate them through discovery, imports, and APIs. Teams can use tags to represent operational, business, or environment-specific metadata across different CI types."). ![Configuration Item Tags section on a CI record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_citags.png) # Configuration Item Relationships and Service Graphs in CMDB A configuration item (CI) relationship defines how assets in your Configuration Management Database (CMDB) interact with each other. The service graph visualizes the relationships to show how systems are connected and where dependencies exist. Together, they help you monitor infrastructure health, analyze impact, and troubleshoot issues faster by understanding how assets work together across your IT landscape. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
- **[Define Configuration Item Dependencies with Relationships](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_define_reltshp.htm&release=264.0.0&type=5)** Configuration Item (CI) relationships connect configuration items to show how they interact or depend on each other. CI relationships help define real-world dependencies between hardware, software, cloud resources, and services. - **[Visualize Configuration Item Relationships with Service Graph](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_service_map.htm&release=264.0.0&type=5)** Use Service graph to view how a Configuration Item (CI) connects to other assets across your IT landscape. The visual map helps teams assess impact, identify dependencies, and troubleshoot issues faster. You can also use predefined or custom service graph layouts to focus on specific perspectives of a service. # Configuration Item Tags Use configuration item (CI) tags to group and organize CIs across your CMDB. Tags are flexible labels that help teams filter, identify, and manage related CIs more efficiently. Apply tags manually or populate them through discovery, imports, and APIs. Teams can use tags to represent operational, business, or environment-specific metadata across different CI types. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
A tag consists of a label that helps identify or classify a CI. You can associate multiple tags with a single CI. Teams can then use these tags to filter and locate related CIs across the CMDB. You can create tags as key-value pairsor as single-value tags. For example, an organization can use these tags: **Key-value tags** - `Environment:Production` - `BusinessService:Payments` - `MaintenanceWindow:Saturday` **Single-value tags** - CloudDiscovered - CustomerManaged CI tags are available in: - CI records - List view filters - Search experiences - Discovery processes - APIs Discovery and import processes can automatically associate tags with CIs when CIs are added to CMDB. During CI import, CMDB also imports tags associated with configuration items. For more information on how to create tags in a CI record page, [Create Configuration Item Tag](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_citags_create.htm&release=264.0.0&type=5 "Create a configuration item (CI) tag to classify CIs and improve search and filtering across CMDB records, lists, and workflows . Use tags to represent operational, business, or environment-specific metadata on a CI record."). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example A cloud operations team discovers Linux servers across AWS, Azure, and on-premises environments. The team applies tags such as Environment:Production and CloudDiscovered to identify production infrastructure quickly across the CMDB. During an incident investigation, operators can filter CIs using these tags to identify affected systems more efficiently. - **[Create Configuration Item Tag](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_citags_create.htm&release=264.0.0&type=5)** Create a configuration item (CI) tag to classify CIs and improve search and filtering across CMDB records, lists, and workflows . Use tags to represent operational, business, or environment-specific metadata on a CI record. # Configuration Item Type Record and Tabs Each configuration item (CI) type record defines how related CIs behave in Configuration Management Database (CMDB). The record acts as a template and includes all required fields, rules, and supported relationships for the CI type. You can use the record to verify the structure, hierarchy, and logic that apply to CIs of this type. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
The CI type record includes tabs that help you define structure, enforce rules, and track associated configuration items. ![Configuration item type record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_citype_details.png) The tabs in a CI type record help you manage how CIs are defined, categorized, and matched during discovery and import. | Tab Name | Description | | --- | --- | | Details | Displays the name, description, parent CI type, and whether the type is marked as a component. The tab also shows metadata like created date and hierarchy. This tab helps you understand the role of the CI type and how it fits in the type hierarchy. | | Attributes | Lists all attributes defined or inherited by the CI type. The attributes represent the data fields available in CI records. You can view attributes like application name or server IP address and use the **Manage Attributes** button to modify them. For more information, see [Configuration Item Attributes and Attribute Sets in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_attribute.htm&release=264.0.0&type=5 "Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry."). | | Rules | Shows identification rules that help match incoming asset data with existing CIs. Identification rules prevent duplicates by using key attributes like serial number or MAC address. For more information, see [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated."). | | Configuration Items | Lists all configuration items created using this CI type. You can use this tab to assess usage and navigate to individual CIs for further review. For more information, see[Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery."). | # Configuration Item Types in CMDB A configuration item (CI) type specifies which attributes, relationships, and rules apply to the CIs that belong to it. Defining CI types helps your team maintain consistency and simplify data management across different asset categories. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
A CI type represents a category of IT assets that share similar characteristics. For example, workstations, servers, databases, and applications are all CI types. When you create a CI, you assign it to a CI type to determine which attributes are required and which relationships it can support. Each CI type includes: - A label and description to identify the category - A set of attributes that define the data structure for its CIs - Optional attribute sets to group related fields - Supported relationship types for mapping dependencies between CIs - Identification rules that ensure data quality - ![Configuration item type list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_ci_type.png) Component Configuration Item Types When you create a CI type, you can mark it as a component to indicate that it is a logical part of another system or service. Component types help group related sub-elements within larger assets. For example, a processor or disk drive might be a component of a workstation. When you select **Mark as Component** while creating a CI type, the CI type becomes available for component-level tracking and reporting. Child Configuration Item Types CI types support hierarchical relationships. You can create a child item type in any existing CI type to represent a more specific category. The child item type inherits structural context from its parent but can have its own attributes and rules. For example, in the application CI type, you might define a child type called web application for cloud-based or externally hosted apps. The hierarchy lets you break down asset categories into meaningful subtypes without losing consistency. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Define a CI Type for Workstations Consider the scenario where a system admin wants to standardize how laptops are represented in the CMDB. The admin defines a CI type called workstation. The workstation CI type includes attributes such as hostname, operating system, serial number, assigned user, and department. When a new laptop is added, the CMDB creates a new workstation CI using the defined attributes. The admin can also specify that all workstation CIs must include a valid operating system and assigned user, helping prevent incomplete records from entering the system. If the organization uses cloud-based virtual desktop infrastructure, the admin can also define a child CI type called virtual workstation in the workstation CI type. The child CI type uses the same structural template defined by the parent. Admin can now standardize how virtual assets are represented, while keeping them separate from physical workstation records. - **[Create a Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_citype.htm&release=264.0.0&type=5)** Define a new configuration item (CI) type to represent a specific asset category in Configuration Management Database (CMDB). Each CI type includes required attributes, relationships, and rules that apply to the assets it manages. - **[Create a Child Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_child_ci.htm&release=264.0.0&type=5)** Create a child configuration item (CI) type in Configuration Management Database (CMDB) to manage a more specific category of assets in a parent CI type. A child CI type organizes related assets into a structured hierarchy. It applies shared attributes and rules to similar infrastructure components. - **[Edit a Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_edit_citype.htm&release=264.0.0&type=5)** Update a configuration item (CI) type when you need to revise metadata, improve type classification, or modify relationship settings. Keeping CI types up-to-date helps teams maintain accuracy, support data integrity, and adapt to evolving asset structures. - **[Configure Asset Matching Criteria](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_configure_matching_asset_rules.htm&release=264.0.0&type=5)** Define criteria to automatically link discovered configuration items (CIs) to existing assets in IT Asset Management. Create global rules that apply to a parent CI hierarchy, or create specific rules for individual CI types. Setting up a global rule follows the same steps as creating a specific rule. - **[Configuration Item Type Record and Tabs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_citype_tabs.htm&release=264.0.0&type=5)** Each configuration item (CI) type record defines how related CIs behave in Configuration Management Database (CMDB). The record acts as a template and includes all required fields, rules, and supported relationships for the CI type. You can use the record to verify the structure, hierarchy, and logic that apply to CIs of this type. # Configuration Items in CMDB Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
A CI is a digital record of an asset or service that plays a role in your IT operations. The assets or services can include physical devices like laptops and routers, virtual machines, software applications, cloud services, and databases. CIs help create a real-time view of your IT ecosystem. Each CI has: - A type, such as workstation, server, or application - A set of attributes, like name, owner, IP address, location, or software version - Optional relationships, such as which server a database runs on or what software is installed on a machine In CMDB, the **All Configuration Items** tab displays every configuration item (CI) in your environment, including those created manually or added through Discovery. Use this tab to browse, search, and manage the full set of CIs across the organization. ![All configuration items](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_ci_list.png) The **My Configuration Items** tab shows only the CIs assigned to the current logged in user. Use this view to track assets you own, update details, or monitor relevant changes. ![My configuration items](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_ci_allci.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Track a Workstation in CMDB A support engineer wants to track all company-issued laptops. Each laptop is represented as a workstation CI in CMDB. The CI includes fields like hostname, model number, operating system, assigned user, and location. The engineer can also define relationships between the workstation and installed applications, connected printers, and network devices. When discovery runs, it detects the laptop and updates its CI with the latest attribute values. If a new device is found, CMDB creates a new CI automatically. - **[Create a Configuration Item](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_ci.htm&release=264.0.0&type=5)** A configuration item (CI) represents a physical or virtual asset in your IT environment. Create CI manually when setting up Configuration Management Database (CMDB) or when you need to capture a new asset that isn’t detected through discovery. - **[Edit a Configuration Item](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_edit_ci.htm&release=264.0.0&type=5)** Update a configuration item (CI) when asset details change. - **[Import Configuration Items to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_importci.htm&release=264.0.0&type=5)** Import configuration items (CIs) and CI tags in bulk using a predefined CSV template. Download a prestructured template that matches the selected CI type and then upload the completed CSV to import CIs into CMDB. Use this method to maintain consistency and reduce manual effort during CMDB setup. - **[Export Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_export_ci.htm&release=264.0.0&type=5)** Export filtered configuration items (CIs) to a CSV file for external use and operational workflows. Apply list view filters to export only the required CIs and download completed export files from the Export History tab. Use exported files for reporting, analysis, migrations, and operational reviews. - **[Configuration Item Record and Tabs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_tabs.htm&release=264.0.0&type=5)** Each configuration item (CI) record contains essential asset details collected manually or through asset discovery. You can view the record to assess technical and business metadata, verify ownership, and understand upstream and downstream dependencies. Use the record to troubleshoot incidents faster, assess ownership, and track related issues across IT operations. - **[Configuration Item Tags](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_tags.htm&release=264.0.0&type=5)** Use configuration item (CI) tags to group and organize CIs across your CMDB. Tags are flexible labels that help teams filter, identify, and manage related CIs more efficiently. Apply tags manually or populate them through discovery, imports, and APIs. Teams can use tags to represent operational, business, or environment-specific metadata across different CI types. - **[Manage Configuration Item Components](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_manage_components.htm&release=264.0.0&type=5)** Add or remove supported component records from a configuration item (CI) to maintain accurate infrastructure and software associations. # Configuration Management Database and Discovery Unify and manage your IT environment with Salesforce Configuration Management Database (CMDB). Centralize configuration item data across systems, devices, and services to create a single source of truth for asset management. Use CMDB to visualize dependencies, assess service impact, track changes, and drive faster, more informed IT decisions. Automate the detection and tracking of IT assets across your enterprise using Discovery. Reduce manual effort, improve accuracy, and speed up operations by using agentless and agent-based scanning in Discovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[How CMDB and Discovery Work Together to Improve Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_discovery_flow.htm&release=264.0.0&type=5)** Understand how Configuration Management Database (CMDB) and discovery integrate to automate asset tracking, reduce data entry, and keep configuration data current across your IT environment. - **[Salesforce Configuration Management Database and Service Graph](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_get_started.htm&release=264.0.0&type=5)** Easily manage your IT landscape by using Salesforce Configuration Management Database (CMDB) and Service Graph to track and understand all your configuration items. CMDB helps IT admins maintain accurate records of assets, ownership, and dependencies. Ensure smoother operations and more reliable IT services by structuring your asset data logically. - **[Discovery for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_get_started.htm&release=264.0.0&type=5)** Discover and track IT assets across your hybrid environment. Use discovery to automatically identify infrastructure, software, and cloud resources. Keep your Configuration Management Database (CMDB) up to date with accurate, real-time asset data to improve service reliability and reduce manual effort. - **[Monitor Usage for CMDB Enterprise in Digital Wallet](https://help.salesforce.com/s/articleView?id=service.it_srvcs_usage_digital_wallet.htm&release=264.0.0&type=5)** Monitor how enterprise configuration items are managed and metered in Configuration Management Database (CMDB). Learn how usage is calculated and how Digital Wallet helps you track active enterprise CI counts and usage trends. # Configuration Management Database and Service Graph Data Kit Sync Configuration Management Database (CMDB) data into Data Cloud. Use the data kit to map core CMDB entities to Data Model Objects (DMOs) for deeper analysis and reporting. Gain visibility into your IT asset landscape and dependencies so your team can assess service impact, investigate incidents, and plan changes. After CMDB is turned on and the `ITSMOrgPermission` org permission is enabled, the CMDB Data Kit is available to deploy from Salesforce Go. The kit creates the data streams, Data Lake Objects (DLOs), and Data Model Objects (DMOs). CMDB data is then copied to Data Cloud. For more information, see [Connect CMDB to Data 360](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_connect_cmdb.htm&release=264.0.0&type=5 "Turn on CMDB on Data Cloud and Data Sync on Data Cloud to copy Configuration Management Database (CMDB) data to Data 360. Verify that the data streams and Data Model Objects contain CMDB data."). Review the data stream, DLO, and DMO that the kit creates for each core CMDB entity: | Data Stream | Data Lake Object | Data Model Object | What It Stores | | --- | --- | --- | --- | | `ConfigurationItem` | `ConfigurationItem` | Configuration Item | A record that represents an IT asset or component in your environment, such as a server, application, workstation, or network device. Each record stores the configuration item (CI) name, type, owner, location, and related details so you can track assets and analyze the IT landscape. | | `CnfgItemTypeDefinition` | `CnfgItemTypeDefinition` | Configuration Item Definition | A template that defines the structure of configuration items (CIs) in a category, such as server, application, or network switch. The CI type determines which attributes apply and how CIs are grouped, so you can standardize categories and report on assets by type. | | `CnfgItemAttribute` | `CnfgItemAttribute` | Configuration Item Attribute | A field-level definition that specifies which details a configuration item (CI) type can store, such as hostname, operating system, or serial number. Each definition includes the attribute name, data type, and whether the attribute is custom or required, which keeps CI data consistent for reporting. | | `CnfgItemAttributeValue` | `CnfgItemAttributeValue` | Configuration Item Value | The current value of each attribute on a configuration item (CI), such as the operating system, IP address, or serial number of a specific asset. Attribute values reflect the latest state of each CI so reports and analyses stay current. | | `CnfgItemRelationship` | `CnfgItemRelationship` | Configuration Item Relationship | A record that defines how two configuration items (CIs) are connected, such as a database hosted on a virtual machine. Relationship types like runs on, depends on, and connected to help you map dependencies, assess change impact, and investigate incidents. | Each configuration item belongs to a CI type. Attribute definitions belong to the CI type, and attribute values belong to the configuration item. Relationships connect two configuration items, such as a database that runs on a server. When you turn on data sync, CMDB copies the records that already exist in your org to Data Cloud, including the records created before you turned on Data Cloud. You don't run a separate job. The sync runs in the background and can take some time to complete, depending on the volume of your CMDB data. Existing records and later record changes are stored in the same DLO and DMO instead of separate current and historical datasets. While data sync is on, new and updated CMDB records continue to sync. Data sync includes all attributes defined on your CI types, both standard and custom attributes. Attributes that use the Lookup Relationship type keep their link to the related Salesforce record, such as a user, user group, or location. You can then report on CMDB data together with the related Salesforce data. - **[Connect CMDB to Data 360](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_connect_cmdb.htm&release=264.0.0&type=5)** Turn on CMDB on Data Cloud and Data Sync on Data Cloud to copy Configuration Management Database (CMDB) data to Data 360. Verify that the data streams and Data Model Objects contain CMDB data. # Configuration Management Insights Dashboard Monitor configuration item (CI) trends and analyze operational insights across your IT environment by using the Configuration Management Insights dashboard. Track CI metrics such as incident volume, CI status, and business criticality to identify high-impact infrastructure areas and prioritize troubleshooting efforts. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with Agentforce IT Service and Data Cloud
The Configuration Management Insights dashboard provides visual metrics and operational insights for configuration items stored in CMDB. Use the dashboard to monitor CI distribution, operational status, incident trends, and business criticality across your infrastructure. | Metric | Description | | --- | --- | | Total Configuration Items | Total number of configuration items (CIs) tracked in CMDB. | | Configuration Items by Type | Number of CIs grouped by CI type, such as hardware, software, or network adapter. | | Configuration Items by Business Criticality | Number of CIs grouped by business criticality level. | | Configuration Items by Status | Number of CIs grouped by operational status, such as installed, retired, maintenance, production, or test. | | Configuration Item Details | Detailed information for individual CIs, including CI name, type, and status. | You can also use the dashboard filters to focus on specific CIs and trends across your environment. The selected filters apply across all dashboard visualizations and tables, helping you analyze specific groups of CIs effectively. | Filter | Description | | --- | --- | | Time | Filters dashboard metrics based on a selected time range. The time filter applies to all dashboard visualizations. | | CI Type | Filters dashboard data by configuration item type, such as server, application, database, or network device. | | CI Status | Filters dashboard data by operational status, such as production, maintenance, installed, or retired. | # Configure a Custom Client Deployment for Enhanced Chat To enjoy granular control of your web or mobile app messaging experience, create a custom client deployment for Enhanced Chat. While our web or mobile deployments rely on our web client and mobile SDK, a custom client deployment lets you deliver a highly customized UI with the Enhanced Chat REST API. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up this feature:

Customize Application

AND

Modify Metadata Through Metadata API Functions
To modify permission sets and profiles: Manage Profiles and Permission Sets
The Enhanced Chat REST API can be used to create conversations that house messaging sessions, generate access tokens, and send messages and files. You can also integrate an external bot solution or partner-supported messaging solutions. In this stage of Enhanced Chat setup, publish a deployment, customize your deployment, and reference the deployment when invoking public REST API endpoints. ## Publish a Deployment Create a custom client deployment that can be referenced in public REST API endpoints. 1. Complete the steps in [Prepare a Salesforce Org for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5 "Build a strong foundation for your new messaging channel and deployment."): 1. Configure Omni-Channel. 2. Create an Omni-Channel flow to route messages. 3. Create an Enhanced Chat channel on the Messaging Settings page. This will create an Enhanced Chat deployment automatically, but it’s not a custom client deployment. Ignore the deployment that gets created in this process. 4. Configure the Service Console to support messaging. 2. From Setup, in the Quick Find box, enter Embedded Service Deployments, and select **Embedded Service Deployments**. 3. Click **New Deployment**. 4. Select **Enhanced Chat**, and then click **Next**. 5. Click **Custom Client**, and then click **Next**. 6. Name your Embedded Service deployment, and customize the API name if desired. 7. Select the Enhanced Chat channel that you created earlier. If you haven’t created one yet, go to the Messaging Settings page and do so. 8. Save your work. 9. Create and publish your new deployment, which takes a few minutes. Don’t navigate away from the page until it’s complete. ## Customize Your Deployment On the Embedded Service Deployment Settings page shown after your deployment is saved, you can customize your deployment.  1. Click the **Push Notifications** tile to configure push notifications if it will be used with a mobile app. See [Set Push Notifications for Enhanced In-App Chat](https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&type=5&language=en_US). 2. Click the **Pre-Chat** tile to prepare a pre-chat form that customers must complete before messaging with a service rep. See [Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). After you edit a deployment, publish it again by clicking **Publish** on the settings page. ## Reference Your Deployment with the Enhanced Chat REST API Supply your deployment name when invoking a public endpoint from the [Enhanced Chat REST API](https://developer.salesforce.com/docs/service/messaging-api/overview). # Configure a Sourcing Agent Configure a sourcing agent to evaluate real-time inventory and logistical constraints for approved hardware requests. The agent determines the fulfillment path based on geographical proximity and recommends by using existing stock, internal transfers, or new procurement. You can customize the logic to evaluate requests by using your specific business criteria. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
Manage Inventory Configure stockrooms and asset-based inventory locations.
Customize Application Set up autonomous triggers on service requests and define logistical rules.
Manage Agents Configure and deploy agents to supported channels.
- Turn on Hardware Asset Management. - Turn on Generative AI in Setup. - Turn on sourcing agent preference. - Populate an IT Hardware Asset Management data model with service requests, product catalogs, and accounts. - Verify inventory data accuracy across product items, product transfers, and product requests. - Establish an approval process for hardware requests. ## Set Up Asset Based Inventory Locations Configure stockrooms to use IT Asset Management inventory model so that the agent evaluates deployable hardware. ## Configure Fallback and Exception Handling Make sure that the process fails gracefully if inventory is unavailable or an error occurs. 1. Define a routing rule for errors such as Inventory Mismatch. 2. Set agent to log error details in **Work Notes**. 3. Configure agent to change request status to **Fulfillment Exception** or **Work In Progress** and route to a manual fulfillment queue. # Configure a Warm Transfer to an IVR Flow Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To configure a warm transfer to a flow:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
In this use case, the Omni-Channel flow plays a sequence of IVR voice prompts to a customer during a warm transfer, disclosing required information, capturing acknowledgment, and confirming before reconnecting the caller with the rep. 1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation. 2. Click **New Flow**. 3. Select **Omni-Channel Flow**. 4. Click **Next**. 5. Add a Play Prompt element to play the required legal or compliance disclosure to the caller before proceeding. Configure these settings: 1. **Label / API Name**: Enter a name for the element. 2. **Record ID**: {!recordId} 3. **Prompt Type**: Select **Message**. 4. **Language / Voice Profile**: Select a language and voice profile. 5. **Message**: Enter the disclosure text, for example, loan APR, term, and repayment terms. 6. Add a Play Prompt element to ask the caller to acknowledge that they heard and understood the disclosure, and offer a way to reach the rep directly. Configure these settings: 1. **Label / API Name**: Enter a name for the element. 2. **Record ID**: {!recordId} 3. **Message**: Enter the custom message to be played to the caller. 4. **Digit Response Timeout**: Enter how long to wait for a keypad input from the caller. 5. **User Response**: Select **Required**. 6. **Response Retry**: Turn on **Customize retry message** and enter the message played when the caller doesn't respond correctly. 7. Add a Play Prompt element to play a closing confirmation message before the flow proceeds and transfers the call back to the rep. Configure these settings: 1. **Label / API Name**: Enter a name for the element. 2. **Record ID**: {!recordId} 3. **Message**: Enter the message to be played to the caller. 4. **User Response Settings**: Select **Not Required**. 8. Save your changes. # Configure Additional Basic Settings Turn on optional Workforce Scheduling features, including approval-based absence blocking and geolocation data sharing with Google and Apple. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure basic settings: Workforce Scheduling Admin
1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Basic Settings**. 2. Optionally, enable these features. - **Block Scheduling Only for Approved Absences**: When approval confirmation is on, only approved absences block a service resource's availability. Unapproved absences aren't considered in scheduling. This setting needs an approval process on the Resource Absence object that sets the Approved field. Without one, no absence is ever approved, and no absence blocks scheduling. For more information, see [Set Up an Approval Process](https://help.salesforce.com/s/articleView?id=sf.approvals_getting_started.htm&language=en_US). - **Send Geolocation and Map Data to Google and Apple**: Allow Workforce Scheduling to send location and map data to Google and Apple so that maps and routes appear. # Configure Advanced Omnichannel Routing for IT Services To get more advanced functionality for Omnichannel routing, use flows or skills-based routing. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
1. Use Omni-Channel flows to define routing rules and unify routing for all supported channels. Flow-based routing uses Salesforce Flow to create custom, automated routing logic for incoming work items in IT Service. See [Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&type=5&language=en_US). 2. Use skills-based routing to route work to support reps based on their specific skills. Define the skills needed for a work item and then set up skills-based routing by using flows or routing rules. See [Route Work Items to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&type=5&language=en_US). # Configure After Conversation Work Time Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work. ### Required Editions
View supported editions for Omni-Channel.
View supported editions for Salesforce Voice.
User Permissions Needed
To create a service channel: Customize Application
To create and save Lightning pages in the Lightning App Builder: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important After Conversation Work is available only for call and messaging channels and applies to all service reps in the channel. After Conversation Work doesn’t work with a [status-based capacity model](https://help.salesforce.com/articleView?id=service_presence_capacity_model.htm&language=en_US). The ACW countdown begins the moment a call or message ends. Service reps can exit the countdown early by closing the record or let it run its course. When the time runs out, the service rep is considered available to help the next customer regardless of whether they’ve closed the record. If ACW isn’t enabled, service reps reserve time for wrap-up tasks by leaving the call record open in the app. When a service rep is ready to help the next customer, they must close the record tab to free up their capacity. You can set up ACW in the presence configuration for a group of service reps or in a service channel. ACW at the service channel level overrides the setting at the presence configuration level. 1. Configure ACW. 1. From the Service Channels page in Setup, edit or create a channel based on Voice Call or Messaging. Alternatively, from the Presence Configurations page in Setup, edit or create a configuration. 2. In the After Conversation Work Time section, select **Give agents wrap-up time after conversations**. 3. In the Duration (seconds) field (required), enter the number of seconds that service reps have to complete their closing work after a conversation. The value must be from 10 to 3,600 seconds. 4. To let service reps extend their ACW time, select **Let agent extend timer** and add the extension duration in seconds. The value must be from 10 to 3,600 seconds. Also, choose the maximum number of times service reps can extend their ACW. 5. Save your changes. 2. To let service reps see the ACW countdown after a conversation ends, add the After Conversation Work component to your Voice Call or Messaging Session page layout. 1. Open the Voice Call or Messaging Session record page in the Lightning App Builder. 2. Drag the After Conversation Work component onto the page. 3. Save your changes. 3. To let service reps see the ACW countdown after they have transferred a messaging session, customize the Enhanced Conversation component. 1. In the Lightning App Builder, open the Messaging Session page layout and click the Enhanced Conversation component. 2. In the Properties pane, select **Keep tab open after transfer**. 3. Save your changes. #### See Also - [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.") - [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?") - [How After Conversation Work Affects Service Rep Capacity](https://help.salesforce.com/articleView?id=omnichannel_track_after_conversation_work_time.htm&language=en_US) - [Wrap Up After a Call](https://help.salesforce.com/articleView?id=voice_acw_for_agents.htm&language=en_US) - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&type=5&language=en_US) # Configure Agent Actions for Customer Signals Intelligence Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations. ### Required Editions
Available in: Lightning Experience with Agentforce 1
## Customer Signals Intelligence Agent Actions Use Cases
Agent Action When to Use Example
Summarize Service Engagement Use the Summarize Engagement For a Customer action to gain insights into customer experiences by summarizing specific customer engagements. What’s the latest on the issue with the iPhone?
Use the Summarize Engagement For a Channel action to gain insights into customer experiences by summarizing engagements for a specific channel. What’s the top issue highlighted in the surveys?
Use the Summarize Engagement For a Contact Reason or Theme to gain insights into customer experiences by summarizing engagements for a specific theme. What’s the top issue in billing?
Draft Case Response Use the Draft Response Based on Similar Case Resolutions action to address user queries faster by referencing solutions from similar, previously resolved cases. Find a solution for cases similar to issues involving incorrect product deliveries.
Draft or Revise Email Use the Draft an Email with Issue Summary action to create emails that summarize customer issues. Create an email that summarizes a service outage, its cause, and the resolution plan.
Find Similar Interactions Use this action to search for specific channel names or related terms in interaction records and create an engagement summary for the specified channels or all channels. Find the similar interactions for the issue for iPhone in case channel?
Summarize Product Reviews Use this action to summarize customer reviews, identify top products, and classify sentiment as positive, negative, mixed, or neutral. What are the top products with positive reviews?
Enhance Product Description Use this action to compare product descriptions with customer reviews and generate improved descriptions. Suggest an updated product description for the iPhone 16.
- **[Turn On Agent Actions](https://help.salesforce.com/s/articleView?id=service.task_cxi_agent_actions.htm&release=264.0.0&type=5)** Optionally, select agent actions to receive real-time AI support for customer cases and issue resolution. - **[Set Up Draft Case Response and Find Similar Interactions Agent Actions](https://help.salesforce.com/s/articleView?id=service.task_cxi_set_up_agent_actions.htm&release=264.0.0&type=5)** To set up the Draft Case Response and Find Similar Interactions actions, create a vector search index configuration. - **[Set Up Summarize Service Engagement Agent Action for Themes](https://help.salesforce.com/s/articleView?id=service.task_cxi_set_up_summarize_engagement_action.htm&release=264.0.0&type=5)** To set up the Summarize Service Engagement agent action for customer engagement themes, create a vector search index configuration. # Configure Agentforce Context Variables Map your custom fields as parameters in the Embedded Service Deployment to pass campaign data to the agent. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
User Permissions Needed
To build and manage Service agents: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
To set up this feature: set up this feature: Customize Application AND Modify Metadata Through Metadata API Functions
Context variables act as a bridge between your CRM (Customer Relationship Management) data and the chat interface. Mapping these variables makes sure that when a proactive chat starts, the system automatically populates the session data required for the agent to function correctly. 1. From Setup, in the Quick Find box, enter Messaging Settings, and select **Messaging Settings**. 2. Click the name of the messaging channel you created for proactive service. 3. Under Custom Parameters, click **New**. 4. Create parameters for the Service Campaign ID, Service Campaign Member ID, and Service Agent prompt. For the best results, match the parameter name to the channel variable name. 5. From Setup, in the Quick Find box, enter Embedded Service and select **Embedded Service Deployments**. 6. Find your deployment and select **View** from the dropdown menu. 7. Select **Edit Pre-Chat** and make sure that you activate the pre-chat feature. 8. Under Hidden Pre-Chat Fields, select your custom parameters from the Available list and move them to the Selected list. 9. Save your changes and click **Publish** on the deployment settings page. #### See Also - [Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US) # Configure an Enhanced In-App Chat Deployment Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat channels
X icon This article doesn’t apply to: Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up this feature:

Customize Application

AND

Modify Metadata Through Metadata API Functions
To modify permission sets and profiles: Manage Profiles and Permission Sets
To create a new mobile app deployment, follow these steps. For website deployments, see [Configure an Enhanced Web Chat Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&release=264.0.0&type=5 "Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security."). 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. If you already went through the quick start flow to create an Enhanced In-App Chat channel and deployment, and you’d like to create an additional Enhanced In-App Chat deployment for that pre-existing channel, take steps 2-6. If you just want to customize your first Enhanced In-App Chat deployment that was created in the quick start flow, skip to step 7. Click the **New Deployment** button. Choose your conversation type, **Enhanced Chat**. 3. Select **Mobile** as the deployment destination for your channel. ![Embedded Service deployment modal with web or mobile choice.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_deployment_mobile.png) 4. Name your Embedded Service deployment, which generates the API Name. ![Mobile deployment setup window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_mobile_deployment_setup.png) 5. Select the **Messaging Channel** that you created in Messaging Settings, and add it to the deployment. If you haven’t created a channel, go to Messaging Settings. 6. Save your work. 7. Adjust your new deployment from the deployment settings page. ![Mobile Deployment Settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_mobile_deployment.png) 8. Optionally add business hours to your deployment. 1. Create a business hours record. See [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US). 2. Click **Edit Settings**. 3. Select a business hours record from the Business Hours field, and save your changes. 9. Optionally, prepare a pre-chat form that customers must fill out before messaging with a service rep. 1. Click **Edit Pre-Chat** to select the standard and custom fields for the form. See [Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). 2. Click **Set Custom Labels** to write your own labels for fields, alt text in your messaging experience, and select the language you want each label to appear in. To create labels in more than one language, first enable translation workbench, add your supported languages, and assign your translators. See [Enable Translation Workbench](https://help.salesforce.com/s/articleView?id=platform.customize_wbench.htm&type=5&language=en_US) and [Add Translated Languages and Translators](https://help.salesforce.com/s/articleView?id=platform.adding_and_editing_translated_languages.htm&type=5&language=en_US). 10. Optionally, set up push notifications for your mobile apps. See [Set Push Notifications for Enhanced In-App Chat](https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&release=264.0.0&type=5 "Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history."). 11. In the **Mobile Configuration** section of deployment settings, click **Get Code File** to download the JSON configuration file, `configFile.json`. ![Mobile configuration file to download code for your app.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_mobile_code.png) 12. After you create or edit a deployment, you must click the **Publish** button on the deployment settings page. 13. To ensure that Enhanced Chat continues to work optimally, always republish your deployment after testing newly added features. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you’re building an Android project, save this JSON file in your assets folder. For iOS, add the JSON file to your project so that you can access the contents from your code. See the [In-App Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/overview) for more details. #### See Also - [Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&release=264.0.0&type=5 "Ask customers to fill out visible pre-chat fields before starting a messaging session, or auto-fill hidden pre-chat fields when the conversation begins. Add standard and custom fields to your pre-chat form.") # Configure an Enhanced Web Chat Deployment Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up this feature:

Customize Application

AND

Modify Metadata Through Metadata API Functions
To modify permission sets and profiles: Manage Profiles and Permission Sets
In this stage of Enhanced Web Chat setup, you’ll: 1. Publish a deployment (if adding an additional Enhanced Chat deployment to a pre-existing Enhanced Chat channel). 2. Customize a deployment. 3. Add the deployment to your website. 4. Set security protocols for your deployment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Steps 3 and 4 depend on the type of site you add messaging to. [Experience Builder and Commerce Cloud sites](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site.") have a unique set of instructions that differ from external websites. Choose the correct set of instructions for your use case. ## Publish a Deployment If you just created your first Enhanced Chat channel and deployment in the quick start flow, and you’re ready to customize that deployment, skip the Publish a Deployment section. If you’re adding an additional deployment to a pre-existing Enhanced Chat channel, take these steps to establish it. For mobile, see [Configure a Mobile Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_mobile.htm&type=5&language=en_US). 1. [Enable digital experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&type=5&language=en_US) in your org. 2. From Setup, in the Quick Find box, enter Embedded Service Deployments, and select **Embedded Service Deployments**. 3. Click the **New Deployment** button. Choose your conversation type, **Enhanced Chat**. 4. Select **Web** as the deployment destination for your channel. 5. **Name** your Embedded Service deployment, which creates the **API Name**. ![New embedded service deployment setup window with name, api name, domain and messaging channel filled out.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_new_deployment.png) 6. Enter the top level **Domain** name of the website, such as example.com. This name covers any subdomains of the URL, such as help.example.com. For an [Experience Builder or Commerce Cloud site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site.") deployment, go to **Domains** in Setup, and copy the Experience Cloud Site Domain. 1. To change the domain that’s associated with your embedded service deployment, go to **Setup** | **User Interface** | **Sites and Domains** | **Sites**, and select your site from the Site Label column. Your site is formatted as ESW\_\[deploymentname\]\_\[numbers\]. Under Trusted Domains for Inline Frames, find the domain or subdomain that you want to change, and click **Edit**. Save your changes. 7. Select the **Messaging Channel** you created in Messaging Settings and add to the deployment. If you haven’t created a channel, go to Messaging Settings. 8. Save your work. 9. Create and publish your new deployment, which takes a few minutes. Don’t navigate away from the page until it’s complete. 10. To ensure that Enhanced Chat continues to work optimally, always republish your deployment after testing newly added features. ## Customize Your Deployment Mission control for your customer experience is the Embedded Service Deployment Settings page. Edit your messaging settings, select branding, add pre-chat values, and copy your code snippet to deliver conversations to your website. After you create or edit a deployment, you must publish it again by clicking the Publish button on the settings page. ![Deployment Settings page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_deployment_settings.png) Optionally customize the following aspects of your deployment in Embedded Service Deployment Settings:
Customization Section What’s Possible Additional Work Required
Settings Check boxes to show delivery and read receipts to customers in their messaging window. Check a box to show typing indicators. Check a box to show the emoji keyboard to customers. Check a box to change the default behavior of the Enter or Return key from sending a messaging to starting a new line of text. To only display the messaging window during business hours, select a business hours record. Before you add business hours to your deployment, create a business hours record. To override business hours and hide or show the chat button at specified times, use our API.
Branding Set colors and fonts (including custom fonts), and upload avatars, and chat button image to match your branding in the customer-facing chat window. We recommend using an avatar image that’s 40 x 40 pixels. You can also set the width and height of your chat window. We don’t support adding custom CSS to your deployment.

Avatar images are sourced from a web page. Generate the URL for each image. To use a custom font, upload a .ttf, .otf, or .woff2 font file to Static Resources. Give the font file a unique name and set the cache control to public. In branding, select the custom font option and specify the name of the font file that you uploaded as a static resource.

For your chat button we recommend using a circular or square image. If you're customizing the chat button on an Experience Builder site, make sure to add the image’s domain to the CSP Trusted URLs to ensure it renders correctly. See Select a Security Level in Experience Builder Sites
Pre-Chat Select the standard and custom fields that customers must fill out before messaging with a service rep. Add hidden pre-chat fields to collect information automatically, behind the scenes. To add visible or hidden fields to your pre-chat form, create a custom parameter on the messaging channel for the deployment. See Customize Pre-Chat for Enhanced Chat.
Custom Labels Write your own labels for fields and alt text in your messaging experience. Select the language you want each label to appear in. Before you create custom labels, enable translation workbench, add your supported language or languages, and assign your translators. See Enable Translation Workbench and Add Translated Languages and Translators.
Code Snippet Copy the code snippet to add the messaging deployment to your website. Skip this action if embedding messaging in an Experience Builder or Commerce Cloud site. See next section to add messaging to your website. Embed Enhanced Chat in an Experience Builder or Commerce Cloud site with the Embedded Messaging component, not a code snippet. See next section to Add Enhanced Chat to your external website.
## Add Enhanced Chat to Your Website If embedding Enhanced Chat on an external website, follow these steps to add your code snippet. If using an Experience Builder or Commerce Cloud site instead of a website, add Enhanced Chat via the Embedded Messaging component. You don’t need a code snippet to complete the task. For more details, see [Configure an Enhanced Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site."). 1. From Deployment Settings, select **Install Code Snippet**. 2. To select your code, click **Copy the Clipboard**. 3. Paste the code before the closing body tag `()` on each web page where you want the messaging button to appear. Don’t place the code in your header. Make sure you’ve added a valid [language code](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US) for your language setting in the snippet. 4. Enhanced Web Chat is compatible with most referrer policies, such as `origin`. When selecting your referrer policy, consider these caveats. 1. Ensure that the header of the chat button page doesn’t contain a referrer policy of `no-referrer`. Specifically, the page must not include this line: ``. 2. To ensure that Enhanced Web Chat works seamlessly in the Firefox browser, don't use a referrer policy of `same-origin`. 5. Optionally, include the Meta Tag Code Snippet in the head element to make your page responsive to all devices. If your page already has the meta tag, adding this snippet isn’t necessary. The code is the only one that goes in the header section of each web page where embedded messaging appears. ## Set Security Protocols for Your Deployment After completing setup, add your domain to the CORS allowlist. - If using an external website, add your CORS allowlist entries of URLs for the pages where you deploy messaging. The page you add is where customers access the messaging window. The origin URL pattern must include the HTTP or HTTPS protocol and a domain name. The wildcard character (\*) is supported and must be in front of a second-level domain name. For example, https://\*.example.com (https://%2A.example.com/) adds all subdomains of example.com (http://example.com/) to the allowlist. - If using an Experience Builder or Commerce Cloud site, visit the instructions for adding security to that type of site [here](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site."). 1. From Setup, enter CORS in the Quick Find box, and then select **CORS**. 2. Select **New**. 3. Enter an origin URL pattern. 4. Save your work. #### See Also - [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site.") - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up this feature:

Customize Application

AND Modify Metadata Through Metadata API Functions
To modify permission sets and profiles: Manage Profiles and Permission Sets
To add the Embedded Messaging component to an Experience Builder site: Create and Setup Experiences
Note these considerations before you begin. - We support the following Experience Builder templates: Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, Customer Service, Build Your Own (LWR), and Microsite (LWR). - We support the following Commerce Cloud templates: B2B Commerce (LWR), B2C Commerce (LWR), and B2B Commerce (Aura). - Enhanced Chat is supported in Lightning Web Runtime (LWR). - If you use the Embedded Service or Channel Menu components on your Experience Builder site, remove them. Use the Page Structure panel to find and remove the extra components. - To effectively iFrame your website and reduce JavaScript library conflicts, Enhanced Web Chat creates a unique site that appears in your All Sites list in Setup. Don’t reuse this generated site URL, which has reduced security, for other purposes. Don’t modify this generated site through Builder or Workspace links. - If you use a custom URL for your Experience Builder site, customize your Embedded Service Deployment site's URL domain so that it matches your Experience Builder site's URL domain. You can review your sites' URLs on the All Sites Setup page. See [Add a Custom URL](https://help.salesforce.com/s/articleView?id=platform.custom_url_add.htm&type=5&language=en_US). - The only supported way to add Enhanced Chat to an Experience Builder site is with drag and drop. In this stage of Enhanced Web Chat setup, you’ll: 1. Publish a deployment in your Experience Builder or Commerce Cloud site. 2. Set security protocols for your deployment. 3. Learn where to add additional code when using the Enhanced Web Chat JavaScript API. ## Publish Your Enhanced Web Chat Deployment in an Experience Builder Site 1. [Set up Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&release=264.0.0&type=5 "Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience."). 2. From the Experience Builder Components list, select the **Embedded Messaging** component and drag it onto the footer of the Experience Builder or Commerce Cloud site template. 3. On the page, click to highlight the **Embedded Messaging** component. 4. In the property editor, configure properties for the component:
Property Details
Embedded Web Deployment Select your Embedded Service Deployment for Enhanced Web Chat.
Enhanced Service URL Select the URL from your Enhanced Web Chat setup, which matches the scrt2 field in your code snippet.
Site Endpoint Select the site endpoint, which matches the site endpoint on the Embedded Service Deployment Settings page for your deployment.
Chat Button Visibility

Default Visibility means that the chat button is shown by default or according to your business hours.

Always Visible overrides your existing visibility settings and makes sure that the chat button is always shown on page load.

Always Hidden overrides your existing visibility settings and makes sure that the chat button is always hidden on page load.
After publishing your site, the conversation and active messaging button appears on your site. ## Set Security Protocols for Your Enhanced Web Chat Deployment After completing setup, add your Experience Builder site domain to your CORS allowlist. If you notice an issue with the \*.live-preview domain, add that to the CORS allowlist. 1. To confirm your site domain, from Setup, enter Digital Experiences in the Quick Find box, and then select **Settings**. Copy the URL from the Domain section. 2. From Setup, enter CORS in the Quick Find box, and then select **CORS**. 3. Select **New**. 4. Enter an origin URL pattern. 5. Save your work. ## Learn Where to Add Enhanced Web Chat Code When working with developers on your site, place any additional Enhanced Web Chat code in the head markup section. You can find this area from the Advanced tab of the Experience Builder Settings. ![Advanced section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_experience_builder_advanced.png) Click **Edit Head Markup** and then add your JavaScript code within a ``` 6. Save your work. ## Step II: Set Your Site Access Setting Grant your guest users access to the Visualforce page. 1. From Experience Workspaces, in Administration, enable Let guest users view asset files, library files, and CMS content available to the site. 2. From Experience Builder, in Settings, click the name of your guest user profile. 3. From the guest user profile Setup page, select the **Enabled Visualforce Page Access** quick action, and then click **Edit**. 4. Add Visualforce page you created to Enable Visualforce Pages 5. Save your work. ## Step III: Add the Visualforce Page to the Site Connect the Visualforce Page to your Service Catalog site. 1. From Experience Builder, in the Home page, click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png). 2. Select the Visualforce Page component and place it in the right column of the page. 3. Publish your changes. # Configure Automated Field Predictions After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
Before you get started, check out these resources. - [Einstein Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5 "Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.") - [Einstein Classification Prediction Confidence](https://help.salesforce.com/s/articleView?id=service.cc_service_confidence_faq.htm&release=264.0.0&type=5 "Review common questions about field prediction options and confidence thresholds.") After your model is built, choose your field prediction confidence settings. Update these settings at any time. Changes take effect immediately. 1. From Setup, in the Quick Find box, enter Einstein Classification, and then click **Einstein Classification**. 2. Click a model name, and then click its **Setup** tab. 3. If the model isn’t active, click **Edit** under Configure Predictions and select a field. Alternatively, click **Edit** next to a field in the list. ![The model details page with the Edit model buttons highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_edit_model.png) 4. To show the field with the best value selected, turn on **Select Best Value**. Drag the slider to choose the prediction confidence threshold. Service reps see BEST next to the value. Then confirm and save it. ![Select Best Value section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_best_value_on.png) 5. If you have the paid version of Einstein Case Classification, you can also tell Einstein to update and save the field without service rep review. Turn on **Automate Value**. Drag the slider to choose a prediction confidence threshold for auto-updating the field. Because the case field update happens automatically, the Automate Value threshold must be higher than the Select Best Value threshold. ![Automate Value section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_automate_value.png) With Einstein Case Wrap-Up, you can set the Select Best Value threshold only. Automate Value isn’t an option. 6. Save your changes. They take effect immediately, and you can see your prediction settings in the field list. ![Your prediction settings appear in the list of fields.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_example_fields.png) 7. To make reporting easier, we recommend that you create a user to distinguish Einstein’s actions from other users. Attribute the updates to the Einstein user, or use the default automated process user. From Settings, under Automate Values As, select **Custom Einstein User (Recommended)**. 8. Under Custom Einstein User, select or create a user. The user must have edit permission on cases and on the fields included in your classification model. ![Automate values as the Einstein user.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_service_einstein_user.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example You add the Priority field to your Einstein Case Classification model and use these prediction settings for the field. - Select Best Value is turned on with a 70% confidence threshold. - Automate Value is turned on with a 90% confidence threshold.
If Einstein predicts the priority with a confidence level:Then, Einstein:
Lower than 70%Shows the top three recommended values for the Priority field but doesn’t select one. The service rep selects and saves a value.
Between 70%–89%Shows the field with the priority selected. The service rep confirms and saves the value.
Higher than 90%Updates the Priority field and saves the case. The service rep doesn’t need to confirm or save the value.
# Configure Automated Quality Management Automate interaction evaluations to continuously monitor quality, compliance, and agent performance across voice calls, messaging sessions, and email-to-case channels. Setting up mapping criteria and default evaluation forms enables AI to evaluate conversations automatically upon completion or transfer, generating quality scorecards and confidence metrics without requiring manual supervisor intervention. ### Required Editions
Supported Editions for Workforce Engagement Management.
User Permissions Needed
To Configure Automated Quality Management: Salesforce Admin
1. From Setup, enter Quality Management in the Quick Find box, then select **Quality Management** and turn On **Automated QM**.. 2. Select the channel tab you want to configure: **Voice**, **messaging**, or **Email to Case**. 3. (Optional) To match rules under Test evaluations, select a **Default Evaluation Form**. 4. In the Mapping Criteria section, click **New Mapping Criteria**. 5. Configure the rule details in the modal: - Name: Enter a descriptive name for the rule. - API Name: Enter a unique API identifier (auto-populated). - Description: Specify the rule's operational purpose. - Evaluation Form: Select the form to assign when conditions are met. 6. Under Define Criteria, specify the conditions: - Field: Select a standard or custom text or picklist field from the underlying channel object (VoiceCall for Voice, MessagingSession for Messaging, or Case for Email to Case). - Operator: Select Equals. - Value: Enter the target field value. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Enter the API value in the picklist fields. 7. Click **\+ Add Condition** to define additional evaluation filters. 8. Click **Save**. 9. To test AI evaluation, click **Test Setup** for the selected channel to view a list of interactions. Select an interaction, choose a participant and form, and click **Autofill** to generate AI-powered responses. # Configure Automated Services on Knowledge Articles Build a seamless Self-Service experience by embedding automated actions, powered by the Unified Catalog and Flow, directly into your Experience Cloud knowledge articles. This guide walks you through the entire setup process. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
User Permissions Needed
To open, edit, create, activate or deactivate a flow using all flow types, elements, and features available in Flow Builder, including Einstein for Flow: Manage Flow
To customize or publish an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
Before you begin, - Make sure that Salesforce Knowledge is enabled and configured in your org. - From Setup, find and enable Context Service Settings. The setup involves four main stages. Complete each stage using the detailed task guides linked below. 1. [Create and Configure the Unified Catalog Service](https://help.salesforce.com/s/articleView?id=service.knowledge_create_and_configure_the_unified_catalog_service.htm&release=264.0.0&type=5 "This task guides you through creating the service that will act as the container for your automation."). 2. [Build the Intake Form](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_intake_form.htm&release=264.0.0&type=5 "This task guides you through building the user-facing form for your service."). 3. [Build the Backend Automation](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_backend_automation.htm&release=264.0.0&type=5 "This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions."). 4. [Connect and Deploy the Service to a Knowledge Article](https://help.salesforce.com/s/articleView?id=service.knowledge_connect_and_deploy_the_service_to_a_knowledge_article.htm&release=264.0.0&type=5 "This final task connects all the pieces and makes the service visible to your Experience Cloud site."). - **[Create and Configure the Unified Catalog Service](https://help.salesforce.com/s/articleView?id=service.knowledge_create_and_configure_the_unified_catalog_service.htm&release=264.0.0&type=5)** This task guides you through creating the service that will act as the container for your automation. - **[Build the Intake Form](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_intake_form.htm&release=264.0.0&type=5)** This task guides you through building the user-facing form for your service. - **[Build the Backend Automation](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_backend_automation.htm&release=264.0.0&type=5)** This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions. - **[Connect and Deploy the Service to a Knowledge Article](https://help.salesforce.com/s/articleView?id=service.knowledge_connect_and_deploy_the_service_to_a_knowledge_article.htm&release=264.0.0&type=5)** This final task connects all the pieces and makes the service visible to your Experience Cloud site. # Configure Automatic Priority Assignment for IT Services Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To configure priority assignment: View Setup and Configuration
1. From the Salesforce Go page, go to the **Features** tab and filter the features by selecting **Agentforce IT Service** from the Cloud dropdown menu. 2. Define priority assignment rules for Incident Management. 1. On Incident Management, click **Get Started** or **Keep Going**. 2. Next to Configure Rules for Automatic Incident Priority, click **Configure**. 3. Turn on Automatic Priority Assignment for IT Service. 4. Select a default priority. 5. If you want to allow users to manually override the priority, select **Set Priority Manually**. 6. Define priority assignment values based on urgency and impact, tailored to your company's needs. For example, if you define the value for both urgency and impact as High, set the value for priority as Critical. 7. To define values for different combinations of urgency and impact, click **Add More**. We recommend defining the priority rules for all possible combinations of urgency and impact. 8. Save your changes. 3. Similarly, configure these rules for Problem Management and Change Management. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example To ensure that critical issues are addressed first, a company defines a priority matrix for their IT team. For incidents with a high impact and high urgency, the priority is automatically set to critical. However, for an incident with high impact but low urgency, the priority is set to moderate to indicate it can be handled in a less immediate timeframe. Here is an example table that aligns with industry standards for defining automatic priority assignment. | Urgency | Impact | Priority | | --- | --- | --- | | High | High | Critical | | High | Medium | High | | Medium | High | High | | Low | High | Moderate | | High | Low | Moderate | | Medium | Medium | Moderate | | Medium | Low | Low | | Low | Medium | Low | | Low | Low | Low | # Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To manage agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Watch the video to see some of the ways that you can configure your Autonomous Scheduling experience. ## Get Started To personalize your agent, follow these steps. 1. In Setup, find and select **Agentforce Agents**. 2. Open your agent. 3. From Agent Details, modify the details that you entered when you created the agent and additional details, such as the messages that your customers see. For example, from System Messages, modify the [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message."). 4. Modify the subagents that this agent uses. For example, modify a subagent’s instructions. 1. Click **Open in Builder**. 2. Click a subagent. 3. Click **New Version**. 4. Modify the details. 5. Save your changes. 5. Modify the flows. For example, modify the scheduling policy or operating hours. 1. Click **This Subagent’s Actions**. 2. Open the action that contains the flow that you want to update. 3. From the Reference Action box, click ![Open flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_open_flow.png). ![Reference Action box in agent action details window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_reference_action_box.png) 4. In Flow Builder, modify the various elements. Here are some examples of components that you can personalize to reflect your org’s preferences. - [Address](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.") - [Appointment Identifier](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the appointment identifier that’s displayed to customers is the Service Appointment Number. If you want to use a different appointment identifier or remove the appointment identifier, follow these steps.") - [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "The Appointment Management for Field Service subagent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.") - [Messaging Channels for Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.") - [Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "When using an Enhanced Web Chat deployment, you can configure how information is displayed.") - [Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.") - [Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.") - [Service Provider Information](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can present personalized messages after customer verification.") - [Time Slots](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, customers are offered five time slots. If you want to change this number, follow these steps.") - [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.") - [Work Types](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, all of the org’s work types are considered for scheduling. To include only relevant work types and improve the agent’s performance, follow these steps.") - [Email Confirmation](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "Set up your Scheduling Agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.") ## Address By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps. 1. From the list of subagents in Agentforce Builder, click **Appointment Management for Field Service** subagent. 2. Click **New Version**. 3. From the list of actions, open the **Create Appointment for Field Service** action. 4. From Reference Action, open the **Field Service: Create Service Appointment** flow. 5. From Flow Builder, click **Save As New Flow**. 6. Configure the flow to use the address defined in the account record instead of the contact record. 7. Save and activate the flow. ## Appointment Identifier By default, the appointment identifier that’s displayed to customers is the Service Appointment Number. If you want to use a different appointment identifier or remove the appointment identifier, follow these steps. 1. In Setup, find and select **Flows**. 2. In every flow you open, from Flow Builder, click **Save As New Flow**. 3. Modify the following elements. - **Flow:**Field Service: Get Service Appointment Identifier **Element:** Get Service Appointment (API Name: GetServiceAppointment) ![Appointment Number field in the Get Service Appointment element of the Get Service Appointment Identifier flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_identifier_flow.png) - **Flows:** Field Service: Cancel Service Appointment and Field Service: Schedule Service Appointment **Element:** Get Service Appointment (API Name: GetServiceAppointment) ![AppointmentNumber field in the Get Appointment element of the flows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_getappointment.png) **Element:** Set Service Appointment Number (API Name: SetServiceAppointmentNumber) ![serviceAppointmentNumber variable in the Set Service Appointment Number element of the flows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_SetServiceAppointmentNumber.png) - **Flow:** Field Service: Get Appointment Information **Resource in Toolbox:** ComposeSingleAppointmentBasicInfoFormula formula ![Appointment identifier in formula](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_identifier.png) **Element:** Get Service Appointments (API Name: GetServiceAppointmentsAfterStartTime) ![GetServiceAppointmentsAfterStartTime element of the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_GetServiceAppointmentsAfterStartTime.png) **Element:** Get Service Appointments (API Name: GetServiceAppointmentsBetweenStartAndEndTimes) ![GetServiceAppointmentsBetweenStartAndEndTimes element of the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_GetServiceAppointmentsBetweenStartAndEndTimes.png) 4. Save and activate the flows. 5. If you removed these elements from the flows because you don’t want to display the service appointment number to customers, also edit the subagent instructions. This step isn’t required if you’re changing the appointment identifier. 1. From the list of subagents in Agentforce Builder, click the **Appointment Management for Field Service** subagent. 2. Click **New Version**. 3. Search for this in the instructions: If successful, provide a complete message that confirms the cancellation: "I've canceled \[value of 'serviceAppointmentNumber' from action output\] that was scheduled for \[value of 'formatted date and time' from the retrieved appointment\]. Please let me know if I can help with anything else." Enter this instead: If successful, provide a complete message that confirms the cancellation: "I've canceled the appointment that was scheduled for \[value of 'formatted date and time' from the retrieved appointment\]. Please let me know if I can help with anything else." 4. Search for this in the instructions: After the customer has selected a time slot from the presented options, call the appropriate action to finalize the scheduling. - If scheduling was successful, you must send a confirmation message to the customer. This message must include the day, date, time, and the appointment number. - For example: "\[value of serviceAppointmentNumber from the action output\] has been scheduled for \[Day of Week, Month Day\] \[Start Time\] - \[End Time\]. Enter this instead: After the customer has selected a time slot from the presented options, call the appropriate action to finalize the scheduling. - If scheduling was successful, you must send a confirmation message to the customer. This message must include the day, date and time. - For example: "The appointment has been scheduled for \[Day of Week, Month Day\] \[Start Time\] - \[End Time\]. 6. Save and activate the agent. ## Escalations The Appointment Management for Field Service subagent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps. 1. Review the current escalation scenarios. 2. From the list of subagents in Agentforce Builder, click the **Appointment Management for Field Service** subagent. 3. Click **New Version**. 4. Search for escalate and escalation to locate the relevant instructions. 5. Modify the instructions as needed. For ethics-related instructions, see [Ethical Instructions](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles."). ## Messaging Channels for Customer Outreach By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow. Before you begin, if you want to use enhanced messaging channels, follow the setup steps on [this page](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&language=en_US&type=5). Then, follow these steps. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Notify Customer** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Update the messaging channel’s developer name. 1. Open the Get Messaging Channel element. 2. Under Filter Messaging Channel Records, update the messaging channel’s developer name as the value of the Developer Name field. ![Get Messaging Channel element in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_messaging_channel.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip You can find the messaging channel’s developer name in Messaging Settings in Setup. ![Messaging Channel developer name in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_settings_whatsapp.png) 5. Update the messaging channel type and modify the messaging platform key. 1. Open the Create Messaging User Record element and go to the Set Field Values for the Messaging User section. 2. In the Messaging Type field, delete the Text value and select your preferred type, for example WhatsApp. 3. In the Messaging Platform Key field, delete the value. Then, for value, click New Resource. 4. For Resource Type, select Formula. 5. Enter an API name, for example ConvertToWhatsappNumberFormula. 6. For Data Type, select Text. 7. Enter this formula: SUBSTITUTE({!GetContact.MobilePhone}, "+", "") ![Create messaging user record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_user.png) 6. Save and activate the flow. ## Messaging Channel Settings When using an Enhanced Web Chat deployment, you can configure how information is displayed. 1. In Setup, find and select **Embedded Service Deployments**. 2. Customize the settings of the messaging channel. For example, you can [show typing indicators](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US). ## Operating Hours By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org. 1. Edit the flow that gets the time slots. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Get Appointment Time Slots** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Open the toolbox and edit the **operatingHoursName** variable. 5. Replace the default value of the variable with the name of your preferred operating hours. ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png) 6. Save and activate the flow. 2. Edit the flow that updates the appointment’s arrival window. 1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and edit the **operatingHoursName** variable. 4. Replace the default value of the variable with the name of your preferred operating hours. ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png) 5. Save and activate the flow. ## Scheduling Policy By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure that the scheduling policy that you’re using includes the Scheduled Start and Scheduled End work rules. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 1. Edit the flow that gets the time slots. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Get Appointment Time Slots** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Open the toolbox and edit the **schedulingPolicyName** variable. 5. Replace the default value of the variable with the name of your preferred scheduling policy. ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png) 6. Save and activate the flow. 2. Edit the flow that schedules the service appointment. 1. From Flows, open the **Field Service: Schedule Service Appointment** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and click the **DefaultSchedulingPolicy** constant. 4. Replace the value of the constant with the name of your preferred scheduling policy. ![Scheduling policy value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_scheduling_policy_constant.png) 5. Save and activate the flow. 3. Edit the flow that updates the appointment’s arrival window. 1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and edit the **schedulingPolicyName** variable. 4. Replace the default value of the variable with the name of your preferred scheduling policy. ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png) 5. Save and activate the flow. ## Service Provider Information You can present personalized messages after customer verification. 1. From the list of subagents in Agentforce Builder, click the **Customer Verification for Field Service** subagent. 2. Click **New Version**. 3. Edit the instructions to present personalized messages after customer verification by adding service provider-specific information. ## Time Slots By default, customers are offered five time slots. If you want to change this number, follow these steps. 1. From the list of subagents in Agentforce Builder, click the Appointment Management for Field Service subagent. 2. Click **New Version**. 3. To locate the relevant instructions, search for five. 4. Modify the number of slots. ## Welcome Message By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message. 1. In Setup, find and select **Agentforce Agents**. 2. Open your agent. 3. Click **System Messages**. 4. Replace the default welcome message. ![Welcome message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_welcome.png) ## Work Types By default, all of the org’s work types are considered for scheduling. To include only relevant work types and improve the agent’s performance, follow these steps. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Get Work Types** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Open the **Assign Work Types** element. 5. Click **Add Assignment** and for each work type define this condition. Variable: workTypes Operator: Add Value: Work type’s name 6. Open the Get Work Types element. 7. Under Filter Work Type Records, change the Conditions Requirement to **All Conditions are met (AND)** and define this condition. Field: Work Type Name Operator: In Value: workTypes ![Work Types condition](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_worktypes.png) 8. Save and activate the flow. ## Email Confirmation Set up your Scheduling Agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful. ### Set Up the Flow 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Send Confirmation to Customer** flow. 3. Click **Save as New Flow**. 4. Enter a label and API name, then save the flow. 5. Enable sending the confirmation emails. 1. Open the Toolbox. 2. Open the **sendEmailOutcome** variable. 3. Change the default value from False to True. ![False default value in variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_enable.png) 4. Click **Done**. 6. Add your company name. 1. Open the **Set Variables** element. 2. For the companyName variable, delete the value and enter the name of your company. ![Company name in Set Variables element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_companyname.png) 7. The sender’s email address is set to the current user. If you want to use an [Organization-Wide Email Address](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&type=5&language=en_US), follow these steps. 1. Open the **Send Email** element. 2. Under Configure Sender Details, for Sender Type, select **OrgWideEmailAddress**. 3. For Sender Email Address, delete the value and enter the required email address. ![Sender email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_sender.png) 8. Save and activate the flow. ### Add Custom Labels Create custom labels and modify them as needed. 1. In Setup, find and select **Custom Labels**. 2. Click **New Custom Label**. 3. Copy the names from this table and use them to create custom labels for the subject and body of these template types: Cancel, Schedule, and Reschedule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You must use the names from this table because they’re referenced from the flow. You can modify the short descriptions and values as needed.
Short Description Name Value
Subject of the confirmation email for canceled appointments. Email_Confirmation_Cancel_Subject_template Your appointment with {Company Name} was canceled
Body of the confirmation email for canceled appointments. Email_Confirmation_Cancel_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} was canceled.

Thank you, {Company Name}
Subject of the confirmation email for scheduled appointments. Email_Confirmation_Schedule_Subject_template Your appointment with {Company Name} was scheduled
Body of the confirmation email for scheduled appointments. Email_Confirmation_Schedule_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} is scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State}

Thank you, {Company Name}

Subject of the confirmation email for rescheduled appointments. Email_Confirmation_Reschedule_Subject_template Your appointment with {Company Name} was rescheduled
Body of the confirmation email for rescheduled appointments. Email_Confirmation_Reschedule_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} is now scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State}

Thank you, {Company Name}
# Configure Autonomous Scheduling for Field Service in the New Agentforce Builder You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To manage agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Watch the video to see some of the ways that you can configure your Autonomous Scheduling experience. ## Get Started To personalize your agent, follow these steps. 1. From the App Launcher, find and select **Agentforce Studio**. 2. Open your agent. The agent opens in the new Agentforce Builder. 3. From Settings, modify the details. For example, from System, modify the [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message."). 4. From Subagents, modify the subagents that this agent uses. For example, remove a subagent that you don’t want to use or modify a subagent’s instructions. 5. Identify the flows that the agent uses and modify them in Flow Builder. For example, you can modify the scheduling policy or operating hours. Here are some examples of components that you can personalize to reflect your org’s preferences. - [Address](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.") - [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "The agent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.") - [Messaging Channels for Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.") - [Messaging Channels](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "When using an Enhanced Web Chat deployment, you can configure how information is displayed.") - [Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.") - [Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.") - [Service Provider Information](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can present personalized messages after customer verification.") - [Time Slots](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, customers are offered five time slots. If you want to change this number, follow these steps.") - [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.") - [Email Confirmation](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "Set up your agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.") ## Address By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Create Service Appointment** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Configure the flow to use the address defined in the account record instead of the contact record. 5. Save and activate the flow. ## Escalations The agent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps. 1. To understand the guardrails that are built in to the agent, review [Ethical Instructions](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_ethics_studio.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.") and [Escalations to a Representative](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_escalations_studio.htm&release=264.0.0&type=5 "Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios."). 2. If you want to modify the scenarios, in Agentforce Builder, switch to the Script mode. 3. Search for escalate and escalation to locate the relevant instructions. 4. Modify the instructions as needed. ## Messaging Channels for Customer Outreach By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow. Before you begin, if you want to use enhanced messaging channels, follow the setup steps on [this page](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&language=en_US&type=5). Then, follow these steps. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Notify Customer** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Update the messaging channel’s developer name. 1. Open the Get Messaging Channel element. 2. Under Filter Messaging Channel Records, update the messaging channel’s developer name as the value of the Developer Name field. ![Get Messaging Channel element in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_messaging_channel.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip You can find the messaging channel’s developer name in Messaging Settings in Setup. ![Messaging Channel developer name in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_settings.png) 5. Update the messaging channel type and modify the messaging platform key. 1. Open the Create Messaging User Record element and go to the Set Field Values for the Messaging User section. 2. Under Messaging Channel, select **Use messaging channel’s resource** and then select MessagingChannelId. 3. Under Messaging Platform Key, enter {!Get\_Contact.MobilePhone} for SMS and {!Get\_Contact.Email} for WhatsApp. ![Create messaging user record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_user.png) 6. Save and activate the flow. ## Messaging Channels When using an Enhanced Web Chat deployment, you can configure how information is displayed. 1. In Setup, find and select **Embedded Service Deployments**. 2. Customize the settings of the messaging channel. For example, you can [show typing indicators](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US). ## Operating Hours By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org. 1. Edit the flow that gets the time slots. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Get Appointment Time Slots** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Open the toolbox and edit the **operatingHoursName** variable. 5. Replace the default value of the variable with the name of your preferred operating hours. ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png) 6. Save and activate the flow. 2. Edit the flow that updates the appointment’s arrival window. 1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and edit the **operatingHoursName** variable. 4. Replace the default value of the variable with the name of your preferred operating hours. ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png) 5. Save and activate the flow. ## Scheduling Policy By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure that the scheduling policy that you’re using includes the Scheduled Start and Scheduled End work rules. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 1. Edit the flow that gets the time slots. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Get Appointment Time Slots** flow. 3. From Flow Builder, click **Save As New Flow**. 4. Open the toolbox and edit the **schedulingPolicyName** variable. 5. Replace the default value of the variable with the name of your preferred scheduling policy. ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png) 6. Save and activate the flow. 2. Edit the flow that schedules the service appointment. 1. From Flows, open the **Field Service: Schedule Service Appointment** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and click the **DefaultSchedulingPolicy** constant. 4. Replace the value of the constant with the name of your preferred scheduling policy. ![Scheduling policy value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_scheduling_policy_constant.png) 5. Save and activate the flow. 3. Edit the flow that updates the appointment’s arrival window. 1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow. 2. From Flow Builder, click **Save As New Flow**. 3. Open the toolbox and edit the **schedulingPolicyName** variable. 4. Replace the default value of the variable with the name of your preferred scheduling policy. ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png) 5. Save and activate the flow. ## Service Provider Information You can present personalized messages after customer verification. 1. From the list of subagents in Agentforce Builder, click the **Customer Verification for Field Service** subagent. 2. Edit the instructions to present personalized messages after customer verification by adding service provider-specific information. ## Time Slots By default, customers are offered five time slots. If you want to change this number, follow these steps. 1. In Agentforce Builder, search for the word five. 2. Modify the number of slots in all of the instances that you find. ## Welcome Message By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message. 1. From the App Launcher, find and select **Agentforce Studio**. 2. Open your agent. 3. Click **System**. 4. Replace the default welcome message. ## Email Confirmation Set up your agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful. ### Set Up the Flow 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Send Confirmation to Customer** flow. 3. Click **Save as New Flow**. 4. Enter a label and API name, then save the flow. 5. Enable sending the confirmation emails. 1. Open the Toolbox. 2. Open the **sendEmailOutcome** variable. 3. Change the default value from False to True. ![False default value in variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_enable.png) 4. Click **Done**. 6. Add your company name. 1. Open the **Set Variables** element. 2. For the companyName variable, delete the value and enter the name of your company. ![Company name in Set Variables element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_companyname.png) 7. The sender’s email address is set to the current user. If you want to use an [Organization-Wide Email Address](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&type=5&language=en_US), follow these steps. 1. Open the **Send Email** element. 2. Under Configure Sender Details, for Sender Type, select **OrgWideEmailAddress**. 3. For Sender Email Address, delete the value and enter the required email address. ![Sender email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_sender.png) 8. Save and activate the flow. ### Add Custom Labels Create custom labels and modify them as needed. 1. In Setup, find and select **Custom Labels**. 2. Click **New Custom Label**. 3. Copy the names from this table and use them to create custom labels for the subject and body of these template types: Cancel, Schedule, and Reschedule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You must use the names from this table because they’re referenced from the flow. You can modify the short descriptions and values as needed.
Short Description Name Value
Subject of the confirmation email for canceled appointments. Email_Confirmation_Cancel_Subject_template Your appointment with {Company Name} was canceled
Body of the confirmation email for canceled appointments. Email_Confirmation_Cancel_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} was canceled.

Thank you, {Company Name}
Subject of the confirmation email for scheduled appointments. Email_Confirmation_Schedule_Subject_template Your appointment with {Company Name} was scheduled
Body of the confirmation email for scheduled appointments. Email_Confirmation_Schedule_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} is scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State}

Thank you, {Company Name}

Subject of the confirmation email for rescheduled appointments. Email_Confirmation_Reschedule_Subject_template Your appointment with {Company Name} was rescheduled
Body of the confirmation email for rescheduled appointments. Email_Confirmation_Reschedule_template

Hi {FirstName LastName},

Your {Work Type} appointment {Appointment Number} that was originally scheduled for {Original Date & Time} is now scheduled for {Date & Time} at this address: {Street and Number}, {City}, {State}

Thank you, {Company Name}
# Configure Autonomous Sourcing Automatically fulfill routine hardware requests by enabling autonomous sourcing. When active, the Sourcing Agent evaluates nearby inventory to generate fulfillment orders and product transfers in the background, eliminating manual intake review. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
IT Fulfiller: Hardware Asset Management, AND Read and Write on Service Requests
Inventory Manager: Hardware Asset Management, AND Read and Write on Fulfillment Orders
Turn on the org-level preference to allow the Sourcing Agent to auto-create fulfillment orders without manual user review. 1. From Setup, in the Quick Find box, enter Hardware Asset Management, and then select **Hardware Asset Management**. 2. Select **Enable Autonomous Sourcing**. 3. Turn on the preference. # Configure AWS Identity and Access Management (IAM) Role for Voice When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Salesforce Voice with Partner Telephony from Amazon Connect is different from the default Salesforce Voice product. In the default Voice product, Salesforce handles many of the Amazon Connect management and configuration tasks for you. If that’s what you want to set up, we’ve got you covered—see [Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/articleView?id=service.voice_setup.htm&type=5&language=en_US). You can also skip these steps by [manually creating a contact center](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&release=264.0.0&type=5 "With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance.") based on an existing Amazon Connect instance. To create your IAM role, follow these steps: 1. Log in to your AWS account, access the IAM dashboard, and select **Roles** from the sidebar. 2. Create a role. 1. Click the **Create role** button. ![Create role](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_create_role.png) 2. Select **AWS account** as the trusted entity type. Enter 793525387755 as the **Account ID**. Click **Next: Permissions**. ![Trusted entity type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_trusted_type.png) 3. On the **Add permissions** page, don’t select any options. Click **Next**.![Add permissions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_iam_add_perm.png) 4. On the **Name, review, and create** page, enter ProvisioningRole for the **Role name**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important The role name must be spelled exactly as specified: “ProvisioningRole” (without a space). During the contact center creation flow, we look for this role by name. 5. On the **Add tags** section, don’t select any options. 6. Click **Create role**.![Name, review, and create page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_iam_create.png) 3. After the role is created, select it from the list of roles. 4. Create an inline policy. 1. Go to the [https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam\_policies/SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) GitHub page and click the **Copy raw contents** icon to copy the entire policy in JSON format. 2. Return to your AWS account and from the Permissions tab of the role, click **Add inline policy**. ![Add inline policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_inline_policy.png) 3. In the JSON tab, paste the policy you just copied, replacing any existing content. 4. In the policy statement, replace all occurrences of `` with your 12-digit AWS Account ID. 5. If you're integrating your contact center with an existing Amazon Connect instance and you've configured the instance to save call recordings to an Amazon S3 bucket, replace `` with the name of the Amazon S3 bucket. Otherwise, skip this step and don't replace ``. 6. Click **Review policy**. 7. Name it **ProvisioningPolicy**. 8. Click **Create policy**. 5. From the AWS IAM Roles summary page for ProvisioningRole, click the copy icon next to the Role ARN to copy the ARN to the clipboard. Save the ARN. You need it when specifying the **IAM Role ARN** during contact center setup. ![Copy to clipboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_pta_role_copy_clipboard.png) After creating the IAM role, use the role ARN value when you set up Voice in your Salesforce org. - **[Amazon Connect IAM Roles and Provisioning Policies for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_reference_roles_policies.htm&release=264.0.0&type=5)** To integrate natively with Amazon Connect, Salesforce Voice comes with Amazon Connect artifacts, including IAM roles and provisioning policies. # Configure Call Escalation for WhatsApp Voice Channel Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To set up call escalation for WhatsApp voice:

Agentforce Contact Center Admin (Salesforce Voice) permission set

Learn how to view permissions in this permission set.
- **[Step 1: Create a Call Escalation Template on Meta](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** You need a template to make sure all information is captured before the call is escalated. - **[Step 2: Import the Template to Your Salesforce Org](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Create a messaging component to hold the call escalation template. - **[Step 3: Make the Messaging Channel Interruptible](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Make sure that messaging conversations can be interrupted and callers can make escalation calls to the same agent that they're interacting with in the messaging conversation. - **[Step 4: Create Custom Fields](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Optionally, define custom fields to link voice and messaging objects. - **[Step 5: Route Calls with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Edit the out-of-the-box template flow template to add your routing information. - **[Step 6: Update Page Layout for Reps](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Add a messaging session component to the voice call page so that reps can easily navigate to see the messaging session details. - **[Step 7: Update WhatsApp Channel Settings](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Update routing for your WhatsApp channel to point to the new Omni-Channel flow. ## Step 1: Create a Call Escalation Template on Meta You need a template to make sure all information is captured before the call is escalated. 1. Create a [Call Us escalation template on Meta](https://www.facebook.com/business/help/2055875911147364?id=2129163877102343) with Marketing as the Category and then select **Custom**. 2. In the body, enter the message that you want to show your customers. 3. Click **Add a button** and select **Call Phone Number**. 4. Set **Call on WhatsApp** as the action type and enter the button text. 5. Click **Submit**. 6. Click **Confirm**. ## Step 2: Import the Template to Your Salesforce Org Create a messaging component to hold the call escalation template. 1. From Setup, use Quick Find to open **Messaging Components**, and click **New Component**. 2. Select **Notification** and click **Next**. 3. Enter the plain text version of your automated message in Plain Text Formula, upload a relevant image, then click **Next**. 4. Enter a name and description for your component. Keep the default developer name as is. 5. Click **Done**. The Messaging Component Builder opens. 6. In Components Formats, click **Add Format**. 7. Select **External Template** and click **Done**. 8. Select your WhatsApp Business Account and click **Done**. 9. In the properties pane, under Components Format, click **External Template**. 10. Click **Select Template**. Only Meta-approved templates appear in the list. 11. Select the call escalation template that you created and save your changes. The call escalation template component becomes available to reps in the Messaging Components list. Reps can send this template to customers in their WhatsApp conversations. Use service channel settings to set work items as interruptible. ## Step 3: Make the Messaging Channel Interruptible Make sure that messaging conversations can be interrupted and callers can make escalation calls to the same agent that they're interacting with in the messaging conversation.  1. In Setup, under Omni-Channel, open **Service Channels**. 2. For Messaging, click **Edit**. 3. Select **Is Interruptible** and save your changes. ## Step 4: Create Custom Fields Optionally, define custom fields to link voice and messaging objects. 1. From the Object Manager, open **Voice Call**. 2. Click **Fields & Relationships**. 3. Click **New**. 4. Select **Lookup Relationship** and click **Next**. 5. Select Messaging Session and click **Next**. 6. Enter a label and description and click **Next**. 7. Click **Next** and save your changes. ## Step 5: Route Calls with an Omni-Channel Flow Edit the out-of-the-box template flow template to add your routing information. 1. From Setup, open **Flows** and click **Escalate WhatsApp Message to Call**. 2. From the Route to Default Queue element, select the queue you want to route the call to. ![Route call to queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_route_call_escalation1.png) 3. From Route to Same Agent, select the rep you want to route to. ![Route call to the agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_route_call_escalation2.png) 4. To link voice and messaging objects, from the Link Messaging Session to Voice Call assignment element, use the variable to link the messaging session with the voice call record. ![Link voice and messaging objects.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_route_call_escalation3.png) 5. Save your changes as a new flow and then activate it. ## Step 6: Update Page Layout for Reps Add a messaging session component to the voice call page so that reps can easily navigate to see the messaging session details. 1. From the Object Manager, open **Voice Call**. 2. Click **Page Layouts**. 3. Click **Voice Call Layout**. 4. Drag the **Messaging Session** field to the Details section. ## Step 7: Update WhatsApp Channel Settings Update routing for your WhatsApp channel to point to the new Omni-Channel flow. 1. From Communications Channels, under **All Channels**, click your WhatsApp voice channel to open it. 2. From the **Voice** tab, in Omni-Channel Routing, update the Flow Definition to point to your new flow. ![Update the flow definition in your WhatsApp channel settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_route_call_escalation4.png) # Configure Call Transcription Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
For information about setting up call transcription with a partner telephony provider other than Amazon, contact the telephony provider to confirm support and request setup information. See [Transcribe Calls in Real Time](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_transcribe_calls.htm) for more details. For information about setting up call transcription with Amazon Transcribe or Contact Lens in Salesforce Voice, see [Set Up Call Transcription](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_set_up_transcription.htm). When you enable transcription with Amazon Transcribe or Contact Lens for Amazon Connect, all audio on the customer’s side is recorded. This recorded audio includes when the service rep puts the customer on hold. For a list of Amazon Transcribe's transcription languages supported by Salesforce Voice, see [Amazon Transcribe's Transcription Languages Supported by Salesforce Voice](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_setup_amazon_connect_transcription_languages.htm). For a list of supported transcription languages with Contact Lens, see the [Amazon documentation](https://aws.amazon.com/about-aws/whats-new/2021/09/contact-lens-amazon-connect-adds-languages/). For a list of transcription languages supported by Salesforce Voice with a telephony provider other than Amazon, contact the partner telephony provider. For information about Amazon Transcribe, see the [Amazon Transcribe Developer Guide](https://docs.aws.amazon.com/transcribe/latest/dg/what-is-transcribe.html). For transcription questions and support, contact Amazon Web Services. See [Get Expert Support for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5 "Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider."). #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide_: Increase Performance of the ContactLensProcessor Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_contactlensprocessorfunction_increase_performance.htm) # Configure Callbacks for Omni-Channel Unified Routing Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
Before you begin, [Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for your contact center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The status-based capacity model doesn’t support callbacks for Omni-Channel Unified Routing because contact requests aren’t compatible with status-based capacity. When a rep becomes available, the contact request is pushed to the rep in the Omni-Channel utility. If the rep accepts the request, Omni-Channel either initiates the callback by automatically dialing the customer’s number or the rep has time to preview the contact request before clicking to dial the number. Optionally, if a customer requests a callback for a specific time, routing the contact request to a rep happens after a specified delay. ## Set Up Callbacks in Salesforce Start by setting up callbacks in Salesforce. Either route to a queue or route to an Omni-Channel flow. With a queue, there is one callback attempt made to the customer. With a flow, optionally configure a delay between attempts and number of retry attempts if the callback call isn’t connected. Also optionally configure whether the rep can preview the callback or whether Omni-Channel dials the customer immediately. Before you begin: - [Create a service channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) that supports routing the Contact Request Salesforce Object, or edit an existing service channel to route contact requests. - [Define a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US) or edit an existing routing configuration. - Set Routing Model to **Most Available** or **Least Active**. The External Routing selection isn’t compatible with Omni-Channel Unified Routing. - Because the routing configuration is for a queue that handles callbacks as outbound voice calls, set **Percentage of Capacity** to 100%. - [Create a Salesforce queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US) or edit an existing queue, and add Contact Request as a Supported Object. Associate the queue with the routing configuration and add contact center users to the queue. Reps that are part of the queue must have access to a presence status where they are available to receive and make voice calls and handle contact requests. 1. To route callbacks using an Omni-Channel flow, [create an Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US) with an Update Records action and Route Work action. Skip these flow-related steps if you’re routing with a queue. 2. Add variables for the Omni-Channel flow in the Manager tab. 1. Add a recordId variable and mark it as available for input. 2. Add an input\_record variable for the Contact Request object and mark it as available for input and output. 3. To configure the Update Records action: 1. Select **Contact Request** as the object. 2. Add a filter condition where Contact Request ID equals recordId. 3. To specify the number of callback attempts and delays between callback attempts, in the Set Field Values section, add the Available Callback Attempts and Delay Between Callback Attempts fields and set their values. Maximum for callback attempts is 5. Maximum for delays between callback attempts is 10,080 minutes (7 days). 4. To provide reps with the option to review a contact request and then start an outbound call manually, add the Is Preview Callback field, and set it to True. If this field isn’t added or is False, Omni-Channel starts the call as soon as the rep accepts a contact request. ![Edit Update records action example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ur_callback_update_records.png) 4. To configure the Route Work action: 1. In the How Many Work Records to Route field, select **Single**. 2. In the Record ID Variable field, enter {!recordId}. 3. Select the service channel that routes contact requests. 4. In the Route To field, select a destination. ![Edit Route Work action example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ur_callback_route_work.png) 5. Save and activate the Omni-Channel flow. 6. Return to the Quick Find box in Setup and enter Amazon Contact Centers. 7. Select your Amazon Connect Contact Center. 8. Go to the Contact Center Channels section, and [create a Contact Center Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&language=en_US) or edit an existing channel. 1. To route callback requests to a specific queue, select **Queue** in the Callback Routing Type field, and then enter the name of the Salesforce queue that you want to route callback requests to. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you route to a queue, there’s only one callback attempt. You can’t set a delay between attempts or number of retry attempts if the callback call isn’t connected. 2. To route callback requests with an Omni-Channel flow, select **Omni-Channel Flow** in the Callback Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue. ![Set Callback Routing for a channel to route callbacks to an Omni-Channel Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_channel_callback_routing.png) ## Set Up Callbacks in Amazon Connect Finish callback setup in Amazon Connect. An Amazon Connect flow defines the interactive voice response (IVR) and asks the caller whether they want a callback after an interruption period has passed. If the caller opts for the callback, the IVR asks the caller to enter a callback phone number. This number gets passed into Salesforce by using the Request a Callback API. 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. In Amazon Connect, select **Routing**, then **Flows**. 3. Open the **Default Customer Queue** flow or the flow in your setup that contains a Loop Prompts block while a customer is waiting in a queue. 4. To give a customer the option to request a callback, add a Get Customer Input block with a condition that indicates whether a customer wants a callback. For example, call the customer back if they press 1. 5. To request and store the callback phone number, add a Store Customer Input block and select **Phone number** in the Customer Input field. 6. Optionally, to capture a customer’s scheduled callback time preference, use a Store Customer Input block or Get Customer Input block. 7. In the **AWS Lambda function** block, make these selections. 1. In the Select an Action field, select **Invoke Lambda**. 2. In the Function ARN field, select **Set manually**, and then select the InvokeTelephonyIntegrationAPIFunction for your contact center. 3. In the Execution Mode field, select **Synchronous mode**. 4. Add Function input parameters. Name the first destination key methodName and manually set its value to callbackExecution. 5. Name the second destination key customerCallbackNumber. For the second, select **Set Dynamically**, and then select **System** for the Namespace field and **Stored customer input** for the Key field. 6. Optionally, to schedule the callback, add a third destination key and name it scheduledRoutingDateTime. For production implementation, select **Set Dynamically**, and use the value gathered from the Store Customer Input block or Get Customer Input block earlier in the flow. The value of the scheduled time is a dateTime object in ISO 8601 format. For testing purposes the screenshot example shows selecting **Set Manually** and setting to a specific time. ![Function input parameter examples](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ur_callback_lambda.png) 8. Save and publish the flow. Here’s an overview of an example flow configuration. ![Default customer queue example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ur_callback_default_customer_queue.png) ## Configure Related Records Salesforce creates the outbound callback’s Voice Call record with Contact Request ID set as the RelatedRecord ID. Don’t manually set the RelatedRecord ID to another value. To allow reps to access the related contact request from an outbound callback voice call record, in Setup, go to Object Manager. Edit the Voice Call object’s page layout to include the Related Record field. #### See Also - [_Amazon Connect Administrator Guide:_ Get customer input](https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html) - [_Amazon Connect Administrator Guide:_ Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html) - [_Amazon Connect Administrator Guide:_ Default customer queue flow in Amazon Connect: queue message and music](https://docs.aws.amazon.com/connect/latest/adminguide/default-customer-queue.html) # Configure Callbacks for Salesforce Voice Don’t make your customers wait when no rep is available to take their call. Give them an option to request a callback. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To configure callback in Agentforce Contact Center:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.

Salesforce Voice uses contact requests to store callback information for voice calls routed by Omni-Channel. A contact request is a Salesforce object that represents a customer’s request for your organization to get back to them about an issue or inquiry. At a scheduled time or when a rep becomes available, the contact request is pushed to the rep in the Omni-Channel utility. If you set up the feature to dial automatically, once the rep accepts the request, Omni-Channel initiates the callback by automatically dialing the customer’s number from the contact request. If you set up the feature so that reps can preview the contact request details first, reps accept the request then review details. To start the callback, they manually click to dial the outbound number specified in the contact request. ## Consider Callback Configuration Options You can set up callbacks for Salesforce Voice through one of these options: - Interactive voice response (IVR): Configure an Omni-Channel flow that creates contact requests and routes them to reps. - Web forms: Capture customer data via a web form to generate contact requests. Then use a record-triggered flow to route the contact requests to reps. - Agentforce Voice: AI agents gather information and automatically create contact requests. An Omni-Channel flow then routes the contact requests to reps. This article explains how to use IVR to create and route contact requests. ## Before You Begin - [Create or edit a service channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) that supports routing contact requests. - [Define or edit a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US). - Set Routing Model to Most Available or Least Active. External Routing isn’t compatible with Salesforce Voice (Native Telephony). - Because the routing configuration is for a queue that handles callbacks as outbound voice calls, set Percentage of Capacity to 100%. - [Create or edit a queue.](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US) Add Contact Request as a supported object. Associate the queue with the routing configuration and add contact center reps to the queue. Reps in this queue must have [access to a presence status](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&language=en_US) where they’re available to receive and make voice calls and handle contact requests. - [Provision a number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center.") and [add a Voice channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5 "Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number.") to your Agentforce Contact Center. ## Configure Queued Callbacks through an Omni-Channel Flow To route callbacks to available reps right away, without specifying callback timing, configure your IVR for queued callbacks. Create an Omni-Channel flow that offers the callback option, creates a contact request, and routes the request to a rep. Although the flow details can differ based on your business logic, the flow must cover the basics. Review the following example, which illustrates how to use an IVR in an Omni-Channel flow to create and route queued callbacks to a rep. 1. In Flow Builder, create an [Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US). 2. In the Manager tab, add variables for the Omni-Channel flow. For each of them, select Data Type of Text. 1. Add a `recordId` variable and mark it as available for input. 2. Add a `CallerName` variable. 3. Add a `CallbackNumber` variable. 4. Add a `CallerPhoneNumber` variable. 5. Add a `contactRequestId` variable. 3. To store a Salesforce Voice Call record ID in the recordId flow variable and store the incoming caller’s phone number in the CallerPhoneNumber variable, add a Get Records action to the flow. 1. In the Object field, select Voice Call. 2. Add a condition where Voice Call ID equals recordId. ![In the Get Records action, voice call is the object. Filter voice call records where all conditions are met and voice call ID equals recordId](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_getvc.png) 3. For How Many Records to Store, select **Only the first record**. 1. For How to Store Record Data, select **Choose fields and assign values (advanced)**. 2. For Where to Store Field Values, select **In separate variables**. 3. In the Field field enter FromPhoneNumber, and in the Variable field enter CallerPhoneNumber. 4. To associate the Voice Call with a specific contact and store a name in the CallerName variable, add another Get Records action to the flow. 1. In the Object field, select Contact. 2. Add a condition where Business Phone equals CallerPhoneNumber. ![Get records action for a Contact where Business Phone equals CallerPhoneNumber](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_get_contact.png) 3. For How Many Records to Store, select **Only the first record**. 4. For How to Store Record Data, select **Choose fields and assign values (advanced)**. 5. For Where to Store Field Values, select **In separate variables**. 6. In the Field field enter FirstName, and in the Variable field enter CallerName. 5. To welcome callers, add a Play Prompt action with a greeting. 1. In the Record ID Variable field, enter {!recordId}. 2. For Prompt Type, select **Message** to enter text read by an AI Voice Profile. Or, to use a prerecorded prompt, select **Media**. 3. To optionally personalize the greeting, use the CallerName variable in the message. ![Play Prompt action with a message that greets the customer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_welcome.png) 6. Optionally, to check queue status, add a Check Availability for Routing action. 1. Select the Service Channel that supports voice calls, and Check Availability for Queue. 2. Choose **Select Queue**, and select the queue that the call would get routed to. 3. For Return Output, select **Return all**. 7. To the estimated wait time and prompt callers to choose whether to request a callback or wait in a queue, add a Play Prompt action. 1. In the Record ID Variable field, enter `{!recordId}`. 2. For Prompt Type, select **Message** to enter text read by an AI Voice Profile. Or, to use a prerecorded prompt, select **Media**. As an example, your prompt can instruct callers to press 1 to stay in a queue or press 2 to request a callback. ![The Play Prompt action configured so that a prompt is played that gives the customer an option to get a callback](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_playprompt.png) 3. In Response Details, turn on **User Response Settings**. Enter Dual-Tone-Multi-Frequency (DTMF) Response Values that match the instructions from your prompt. ![In Response Details, DTMF response values are set to 1 and 2](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_playprompt_response.png) 8. Add a Decision action. 1. Add outcomes that correspond to outputs from the Play Prompt Action. For example, add a Queue option where the Dual-Tone-Multi-Frequency value equals 1 and a Callback option where the Dual-Tone-Multi-Frequency value equals 2. 2. For each Outcome, in the Resource field, search for Outputs, select the Play Prompt action where you asked for a user response, and then select Dual Tone Multi-Frequency. ![In the Decision action, Define Manually is selected, and Outcome Details are added for a Queue option and a Callback option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_decision.png) 9. For the Queue option, add a Route Work action to route the Voice call to a queue. 10. For the Callback option, you can optionally add logic to confirm the callback number and give the customer the option to set a new callback number that’s different from the one they called with. Then you set the callback number by using an Assignment action. ![A section of an Omni-Channel flow that contains logic to confirm the callback number and give the customer the option to set a new callback number that’s different from the one they called with.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_number_options.png) For a simplified example, add an Assignment action. In the Variable field, enter CallbackNumber. In the Value field, enter CallerPhoneNumber. 11. To create a Contact Request object and associate callback information with it, add a Create Records action. 1. Select Manually for How to set record field values. 2. Select Contact Request as the object. 3. To set values for the Contact Request fields, make selections in the Set Field Values section. See next steps for details. 4. (Required) To mark the contact request as a callback, add the Is Callback field and set the value to True. 5. (Required) To set a phone number for the callback, add the Preferred Phone Number field and set its value to CallbackNumber. 6. (Required) To relate the contact request to the voice call, search for WhatId and add the Related To ID field, which represents the WhatId. Set its value to `recordId`. 7. (Optional) To specify the service channel that handles callbacks, add the Preferred Channel field and set the value to the service channel that you created for voice calls. 8. (Optional) To specify the number of callback attempts and delays between callback attempts, add the Available Callback Attempts and Delay Between Callback Attempts fields and set their values. The maximum callback attempts value is 5. The maximum delays between callback attempts value is 10,080 minutes (7 days). If you don’t set a number of callback attempts, the customer receives one callback attempt only with no callback retries. 9. (Optional) To give the rep time to gather context and preview the contact request details before clicking to dial the outbound call to the customer, add the isPreviewCallback field and set the value to True. Without this field set to true, Omni-Channel dials the call automatically after it routes the contact request and the rep accepts it. ![In the Create Records action, for a contact request object, multiple fields and their values are set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callbacks_create_records.png) 12. To route the callback, add a Route Work action. 1. In the How Many Work Records to Route field, select **Single**. 2. In the Record ID Variable field, enter `{!ContactRequestId}`. 3. Select the service channel that routes contact requests. 4. In the Route To field, select a destination. ![In the Route Work action, route a single record with the variable contactRequestId to a channel and queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_routework.png) 13. To let the customer know that their callback request is processed, add a Play Prompt action with a message telling the customer that someone will return their call. 14. To end the call, add an End Call action. 15. Save and activate the Omni-Channel flow. 16. To link the Omni-Channel flow to the claimed phone number, from Setup, in the Quick Find box, enter Communication Channels, and then select **Communication Channels**. 17. In the **All Channels** tab, go to the channel you want to manage and click to see its details. 18. In the Omni-Channel Routing section, click **Edit**. 19. In the Routing Type field, select Omni-Flow. In the Flow Definition field, select the Omni-Channel flow that you created. Select a fallback queue. 20. Save your work. ## Configure Scheduled Callbacks through an Omni-Channel Flow For scheduled callbacks, customers request a callback for a specific time, or admins control callback timing options. After a specified delay, Omni-Channel routes the contact request to a rep. Create an Omni-Channel flow that offers the callback option, creates a contact request, and routes the request to a rep at the specified time. Although the flow details can differ based on your business logic, the flow must cover the basics. Review the following example, which illustrates how to use an IVR in an Omni-Channel flow to create and route scheduled callbacks to a rep. 1. In Flow Builder, create an [Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US). 2. In the Manager tab, add variables for the Omni-Channel flow. For each of them, select Data Type of Text. 1. Add a `recordId` variable and mark it as available for input. 2. Add a `CallerName` variable. 3. Add a `CallbackNumber` variable. 4. Add a `CallerPhoneNumber` variable. 5. Add a `contactRequestId` variable. 6. Add a `SlotHour` variable. 3. To store a formula for calculating a scheduled callback, in the Manager tab, add a formula with the API name `ScheduledDateTime`. 1. For Data Type, select Date/Time. 2. Enter a formula to calculate a time option for a scheduled callback. For example: `{!$Flow.CurrentDateTime} + (VALUE({!SlotHour}) / 24)`. 4. To store a Salesforce Voice Call record ID in the recordId flow variable and store the incoming caller’s phone number in the CallerPhoneNumber variable, add a Get Records action to the flow. 1. In the Object field, select Voice Call. 2. Add a condition where Voice Call ID equals recordId. ![In the Get Records action, voice call is the object. Filter voice call records where all conditions are met and voice call ID equals recordId](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_getvc.png) 3. For How Many Records to Store, select **Only the first record**. 1. For How to Store Record Data, select **Choose fields and assign values (advanced)**. 2. For Where to Store Field Values, select **In separate variables**. 3. In the Field field enter FromPhoneNumber, and in the Variable field enter CallerPhoneNumber. 5. To associate the Voice Call with a specific contact and store a name in the CallerName variable, add another Get Records action to the flow. 1. In the Object field, select Contact. 2. Add a condition where Business Phone equals CallerPhoneNumber. ![Get records action for a Contact where Business Phone equals CallerPhoneNumber](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_get_contact.png) 3. For How Many Records to Store, select **Only the first record**. 4. For How to Store Record Data, select **Choose fields and assign values (advanced)**. 5. For Where to Store Field Values, select **In separate variables**. 6. In the Field field enter FirstName, and in the Variable field enter CallerName. 6. To welcome callers, add a Play Prompt action with a greeting. 1. In the Record ID Variable field, enter {!recordId}. 2. For Prompt Type, select **Message** to enter text read by an AI Voice Profile. Or, to use a prerecorded prompt, select **Media**. 3. To optionally personalize the greeting, use the CallerName variable in the message. ![Play Prompt action with a message that greets the customer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_welcome.png) 7. Optionally, to check queue status, add a Check Availability for Routing action. 1. Select the Service Channel that supports voice calls, and Check Availability for Queue. 2. Choose **Select Queue**, and select the queue that the call would get routed to. 3. For Return Output, select **Return all**. 8. To share the estimated wait time and prompt callers to choose whether to request a callback or wait in a queue, add a Play Prompt action. 1. In the Record ID Variable field, enter `{!recordId}`. 2. For Prompt Type, select **Message** to enter text read by an AI Voice Profile. Or, to use a prerecorded prompt, select **Media**. As an example, your prompt can instruct callers to press 1 to stay in a queue or press 2 to request a callback. ![The Play Prompt action configured so that a prompt is played that gives the customer an option to get a callback](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_playprompt.png) 3. In Response Details, turn on **User Response Settings**. Enter Dual-Tone-Multi-Frequency (DTMF) Response Values that match the instructions from your prompt. ![In Response Details, DTMF response values are set to 1 and 2](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_playprompt_response.png) 9. Add a Decision action. 1. Add outcomes that correspond to outputs from the Play Prompt Action. For example, add a Queue option where the Dual-Tone-Multi-Frequency value equals 1 and a Callback option where the Dual-Tone-Multi-Frequency value equals 2. 2. For each Outcome, in the Resource field, search for Outputs, select the Play Prompt action where you asked for a user response, and then select Dual Tone Multi-Frequency. ![In the Decision action, Define Manually is selected, and Outcome Details are added for a Queue option and a Callback option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_decision.png) 10. For the Queue option, add a Route Work action to route the Voice call to a queue. 11. For the Callback option, you can optionally add logic to confirm the callback number and give the customer the option to set a new callback number that’s different from the one they called with. Then you set the callback number by using an Assignment action. ![A section of an Omni-Channel flow that contains logic to confirm the callback number and give the customer the option to set a new callback number that’s different from the one they called with.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_number_options.png) For a simplified example, add an Assignment action. In the Variable field, enter CallbackNumber. In the Value field, enter CallerPhoneNumber. 12. To get a scheduled callback time from the customer, add a Play Prompt action. In this example, we provide callback time slots. 1. In the Record ID Variable field, enter {!recordId}. 2. For Prompt Type, select **Message** to enter text read by an AI Voice Profile. Or, to use a prerecorded prompt, select **Media**. Ask the caller to select their preferred callback timing slot. 3. In Response Details, turn on **User Response Settings**. Enter Dual-Tone-Multi-Frequency (DTMF) Response Values that match the instructions from your prompt. ![A Play Prompt action that asks a customer to press a number for callback scheduling, for example 1 for one hour from now, 2 for 2 hours from now.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_timing.png) 13. To set the value of the SlotHour variable, add an Assignment action. In the Variable field, enter SlotHour. In the Value field, search for Outputs from the Play Prompt action where you asked for users to select a time slot, and select Dual-Tone Multi-Frequency. 14. To create a Contact Request object and associate callback information with it, add a Create Records action. 1. Select Manually for How to set record field values. 2. Select Contact Request as the object. 3. To set values for the Contact Request fields, make selections in the Set Field Values section. See next steps for details. 4. (Required) To mark the contact request as a callback, add the Is Callback field and set the value to True. 5. (Required) To set a phone number for the callback, add the Preferred Phone Number field and set its value to CallbackNumber. 6. (Required) To relate the contact request to the voice call, search for WhatId and add the Related To ID field, which represents the WhatId. Set its value to `recordId`. 7. (Optional) To specify the service channel that handles callbacks, add the Preferred Channel field and set the value to the service channel that you created for voice calls. 8. (Optional) To specify the number of callback attempts and delays between callback attempts, add the Available Callback Attempts and Delay Between Callback Attempts fields and set their values. The maximum callback attempts value is 5. The maximum delays between callback attempts value is 10,080 minutes (7 days). If you don’t set a number of callback attempts, the customer receives one callback attempt only with no callback retries. 9. (Optional) To give the rep time to gather context and preview the contact request details before clicking to dial the outbound call to the customer, add the isPreviewCallback field and set the value to True. Without this field set to true, Omni-Channel dials the call automatically after it routes the contact request and the rep accepts it. ![In the Create Records action, for a contact request object, multiple fields and their values are set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callbacks_create_records.png) 15. To route the callback at the specified time, add a Route Work action. 1. In the How Many Work Records to Route field, select **Single**. 2. In the Record ID Variable field, enter `{!ContactRequestId}`. 3. Select the service channel that routes contact requests. 4. In the Route To field, select a destination. ![In the Route Work action, route a single record with the variable contactRequestId to a channel and queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callback_routework.png) 5. To schedule the callback at the time slot that the customer requested, select **Schedule work item routing**. Then select **Schedule a date and time** and enter {!ScheduledDateTime}. ![Schedule work item routing for a date and time using a variable called ScheduledDateTime.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_callbacks_schedule_route.png) 16. To let the customer know that their callback request is processed, add a Play Prompt action with a message telling the customer that someone will return their call. 17. To end the call, add an End Call action. 18. Save and activate the Omni-Channel flow. 19. To link the Omni-Channel flow to the claimed phone number, from Setup, in the Quick Find box, enter Communication Channels, and then select **Communication Channels**. 20. In the **All Channels** tab, go to the channel you want to manage and click to see its details. 21. In the Omni-Channel Routing section, click **Edit**. 22. In the Routing Type field, select Omni-Flow. In the Flow Definition field, select the Omni-Channel flow that you created. Select a fallback queue. 23. Save your work. ## Configure Related Records Salesforce creates the outbound callback’s Voice Call record with Contact Request ID set as the RelatedRecord ID. Don’t manually set the RelatedRecord ID to another value. To allow reps to access the related contact request from an outbound callback voice call record, in Setup, go to Object Manager. Edit the Voice Call object’s page layout to include the Related Record field. #### See Also - [Let Customers Create Contact Requests](https://help.salesforce.com/s/articleView?id=service.contact_request.htm&language=en_US) # Configure Caller ID for Your Contact Center Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
1. Match callers to End User records. You can later use Flow Builder to link the End User record to a Contact. 1. From Setup, in the Quick Find box, enter Amazon Setup or Parter Telephony Setup, depending on your telephony provider, and then select **Amazon Setup** or **Partner Telephony Setup**. 2. Turn on **Match Callers to End User Records** 2. Choose whether to override your phone channel number settings. When a caller dials in, an End User record is created or reused based only on the number they called from (and not the number dialed). Outbound calls aren’t affected and use the default phone channel. ![Match Callers to End User Records toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_match_callers.png) After a rep identifies the caller and associates the End User record with a contact or account, all future calls from that number are associated with that contact or account. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Channel-object linking and match callers to End User records don’t work together. You can only use one or the other. # Configure Change Advisory Board for IT Services Turn on the required settings for the Change Advisory Board (CAB) to manage change approvals effectively. ### Required Editions
User Permissions Needed
To set up CAB View Setup and Configuration
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip To track your progress, select the checkbox next to each setup task after you complete it. 1. From Setup, in the Quick Find box, find, and select **Salesforce Go**. 2. In the search box, find, and select **Change Management**. 3. In the Unlock Advanced Functionality section, turn on **Change Advisory Board Management** and **Change Advisory Board Approvals**. Selecting these checkboxes turns on CAB-related org preferences, makes CAB objects and pages available, and activates an advanced approval flow template. # Configure Console Preferences in Salesforce Classic You can configure your console to fit your business needs. As your needs change, you can adjust these preferences. You configure console preferences in Setup. - **[Choose How Lists Display in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_list_display.htm&release=264.0.0&type=5)** Administrators can change how lists appear to console users. - **[Optimize Salesforce Console List Views with Responsive Lists in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_list_responsive.htm&release=264.0.0&type=5)** Responsive lists resize dynamically and give your list views a modern look and feel. And optional row hovers let you preview a record without opening it. - **[Save User Sessions for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setup_save_sessions.htm&release=264.0.0&type=5)** Administrators can save user sessions so that when you close your browser or log out of Salesforce, you can quickly return to what you were working on when you log in again. - **[Allow Domains for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_allowed_domains.htm&release=264.0.0&type=5)** Salesforce admins can let console users access domains outside of Salesforce. For example, you can add www.example.com to a console’s allowlist so that console users can access that domain. - **[Customize Keyboard Shortcuts for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setup_keyboard_shortcuts.htm&release=264.0.0&type=5)** Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys instead of having to use a mouse. - **[Configure Push Notifications for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications.htm&release=264.0.0&type=5)** Administrators can set up push notifications in a console so that users can see when a record they’re working on has been changed by others. - **[Turn On the History Component for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setup_most_recent.htm&release=264.0.0&type=5)** If a console is set up, you can add the History component to the footer so that users can quickly access recent primary tabs or bookmarks without having to search Salesforce. - **[Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_multi_monitor_component.htm&release=264.0.0&type=5)** If a console is set up, multi-monitor components are turned on so that you can move portions of a console to different areas of your screens to help you work best. # Configure Custom Labels for Enhanced Chat Customize the end user experience of Enhanced Chat by writing your own labels. Optionally, add custom labels for each of your supported languages. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat
X icon This article doesn’t apply to: Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, Bring Your Own Channel, and Bring Your Own Channel for CCaaS
## Custom Labels Dropdown Menus - In the Language dropdown, select a language that you support end users in. If you support end-users in more than one language, you’ll need to repeat these steps for each language that you support customers in. - In the Chat Group dropdown, select the part of the chat experience that you want to set custom labels for. Pre-Chat includes anything in an active pre-chat form. Chat in Progress includes labels that appear when a conversation is active. General includes everything else. - In the Label Group dropdown, further restrict the experience that you want to customize labels for. Each Chat Group has a variety of sub-sections. - In Label Type, choose the kind of text that you’d like to customize. Standard refers to text that’s accessible to an end user without a screen reader. Accessibility refers to text that a screen reader dictates to an end user. System Messages refers to text that’s generated by the channel, not by a service rep, bot, or Agentforce. System messages are used to communicate important events in the conversation, such as start and end times or changes in participants. ## Custom Labels for Standard Text in the General Chat Group | Label | Label Group | Definition | | --- | --- | --- | | Session ended. Start a new chat... | All or Minimized | The JWT that verified the end user has expired, which resulted in the chat session ending automatically. The end user must request a new chat session. | | Got it ![Minimized state window with the text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_1.png) | All or Minimized | A confirmation text link that closes the notification window. This appears on all minimized state notifications. | | New messages ![Minimized state window with the text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_2.png) | All or Minimized | When the chat conversation window is minimized, and a bot or service rep responds with more than one message, a notification appears to the end user letting them know that they have new messages. | | Something went wrong. Log in again to continue your messaging conversation. | All or Minimized | An error occurred with the JWT provided by the end user during a verified chat session. The end user must log in again to continue chatting. | | Transfer requested | All or Minimized | A transfer of the chat conversation was requested, either manually by a service rep or automatically as a result of the end user interacting with a bot. | | Participant joined![Minimized state window with text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_3.png) | All or Minimized | A service rep or a bot has joined the conversation. | | Chat Ended | All or Minimized | Explains that the chat ended due to a JWT expiring on an unauthenticated conversation. | | Reconnecting... | All or Minimized | Explains that the chat client is attempting to reconnect after the end user’s network had an outage. | | New message ![Minimized state window with text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_1.png) | All or Minimized | When the chat conversation window is minimized, and a bot or service rep responds, a notification appears to the end user letting them know that they have a new message. | | Transfer canceled | All or Minimized | A transfer has been canceled. | | Participant left | All or Minimized | A service rep or a bot has left the conversation, but the conversation hasn't ended. | | Close ![Banner message with Close option displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_4.png) | All or Messenger Window | A text link that lets an end user close the transfer download confirmation message. | | Something went wrong. | All or Messenger Window | A generic error message that explains when a request to download the chat transcript fails. | | Transcript was downloaded. ![Banner message with text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_4.png) | All or Messenger Window | A confirmation banner message that appears in the chat conversation window after a successful transcript download. | | Downloading chat transcript… | All or Messenger Window | A banner message that appears in the expanded chat conversation window, letting the end user know that their chat transcript download is in progress. | | Something went wrong. Try again later. ![Chat window maximized with text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_5.png) | All or Error | A generic error message that appears to the end user when an org migration is in progress. Enhanced Chat stops working during an org migration, and any messaging sessions that were in progress at the time of an org migration may be lost. | | Transferring…![Chat window maximized with Transferring banner displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_10.png) | All or Header | A message to the end user letting them know that their transfer is in progress. | | Close chat window ![Close chat window button with hover text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_6.png) | All or Header | Hover text for the icon that lets you close the chat window. This icon only appears after the end user selects End Conversation in an unauthenticated messaging session. | | Request Chat Transcript ![Chat menu expanded with the Request Chat Transcript option displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_7.png) | All or Header | The first menu item in the chat conversation window. Clicking this link prompts a download of the chat conversation transcript. | | Chat | All or Header | The chat conversation window header. | | New participant | All or Header | A service rep or bot has joined the conversation. | | Transfer canceled | All or Header | A transfer has been canceled. | | Participant left | All or Header | A service rep or a bot has left the conversation, but the conversation hasn't ended. | | Conversation ended | All or Header | When a verified conversation ends due to the end user’s JWT expiring, a banner notification across the chat header lets them know. | | Reconnecting... | All or Header | Explains that the chat client is attempting to reconnect after the end user’s network had an outage. | | End Chat ![Chat menu expanded to display the End Chat option.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_7.png) | All or Header | A menu Item in the chat conversation window that lets the end user end the chat. | | Minimize chat window ![Minimize icon with Minimize chat window hover text displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_8.png) | All or Header | Hover text for the icon that lets you minimize the chat conversation window. | | Hello, ask me anything. | All or Header | This label isn't in use. Ignore it. | ## Custom Labels for Accessibility Text in the General Chat Group | Label | Label Group | Definition | | --- | --- | --- | | Expand the text | All or Minimized | Explains the minimized state notification window. | | Minimize the chat window | All or Minimized | Explains the icon for minimizing the chat conversation window when it’s maximized. | | Expand the message window | All or Minimized | This label isn't in use. Ignore it. | | Expand the chat window | All or Minimized | Explains the icon for maximizing the messaging conversation window when it’s in a minimized state. | | Close the chat notification | All or Minimized | Explains the icon for closing the pop-up notification that appears when the chat conversation window is in a minimized state. | | Hello, have a question? Let’s chat. | All or Minimized | Introduces the chat icon. | | Close window | All or Enlarged File Attachments | Explains the icon for closing a file preview. | | Enlarged image preview | All or Enlarged File Attachments | Explains a file preview. | | Chat with an Agent | All or Messenger Window | Explains the entire chat conversation window. | | Close messaging menu | All or Header | Explains that clicking the three dots menu icon when the menu is expanded will close the menu. | | Close the message window | All or Header | Explains the X icon for closing the chat conversation window. | | Reconnecting... | All or Header | Explains that the chat client is attempting to reconnect after the end user’s network had an outage. | | Open messaging menu | All or Header | Explains that clicking the three dots menu icon, when the menu isn’t already open, will open the menu. | | Chat Window | All or Header | Explains the expanded chat conversation window. | ## Custom Labels for Standard Text in the Chat Group Called Pre-Chat | Label | Label Group | Description | | --- | --- | --- | | Terms and Conditions Label | Terms and Conditions | This help topic explains how to customize labels for Terms and Conditions. | | \[Any dropdown labels that appear in this label group\] | Dropdown Values | [Learn how to custmize labels for Dropdown Values.](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US) | | Start Conversation | Pre-Chat Form | Explains the button that submits the pre-chat form. | | I accept | Pre-Chat Form | Explains the checkbox for accepting Terms and Conditions. | | Use a valid email format. | Pre-Chat Form | An error message that asks the user to re-enter their email address due to an invalid format. UTF-8 encoding is supported for international email addresses. Valid email addresses include name@example and name@example.com. | | None | Pre-Chat Form | This text appears by default as the first option in a choicelist in the pre-chat form. | | Loading... | Pre-Chat Form | After the end user submits their pre-chat form, this text appears. It disappears when the messaging session begins. | | This field is required. | Pre-Chat Form | Error message that prompts the customer to fill in a required field. | ## Custom Labels for Standard Text in the Chat in Progress Chat Group | Label | Label Group | Description | | --- | --- | --- | | Send message | All or Input Footer | Explains the icon for sending a message in the chat conversation window. | | Type your message... | All or Input Footer | Placeholder text that appears in the text input field after a service rep has responded to a chat session. | | Start a new chat... | All or Input Footer | Placeholder text that appears in the text input field before a service rep has responded to a chat session. | | Awaiting response... | All or Input Footer | A placeholder in the input field when the input field is temporarily disabled. An end user sees their input field temporarily disabled when a bot is typing. | | Yes, Leave Page | All or Auto-Response | Text for the button that appears when an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. This button is a confirmation that the end user is okay with permanently leaving the component. | | Back to chat | All or Auto-Response | Hover text for the icon that lets an end user leave the display page for an End Conversation Auto Response messaging component. Specifically, this appears when the Display Method for the messaging component is set to Popup Message. | | Leave current page? | All or Auto-Response | Title text that appears in the chat conversation window after an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. | | After you leave this page, you can't return to it. | All or Auto-Response | Body text that appears in the chat conversation window after an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. | | Post-Chat Page | All or Auto-Response | Header text explaining that you’ve landed on the End Conversation auto-response messaging component’s display page. | | Cancel | All or Auto-Response | Text for the button that appears when an End Conversation Auto-Response messaging component, with the Display Method set to Popup Message, is sent to the end user. To stop viewing the component, an end user clicks a backwards arrow, and is taken to a message letting them know that, once they leave the component page, they can’t return to it. This button allows the end user to return to the component display page. | | Download file | All or File Transfer | When an end user receives a file in the messaging conversation, this is hover text for the button to download that file. | | Unsupported file type: {0}. Try again. | All or File Transfer | An error message that appears when an end user attempts to attach an unsupported file type. The {0} variable shows the file type to the end user. | | Sending file... | All or File Transfer | If a file sent from the end user isn’t sent to the messaging conversation instantly, this appears to let them end user know that it’s sending. | | These files exceed the {1} MB limit: {0}. Try again. | All or File Transfer | Error message that appears if you try to attach a file that’s larger than 1MB. | | Add up to 5 attachments. | All or File Transfer | An error message that appears if you attempt to attach more than 5 files at a time from the Attach File icon. | | Don't send file {0} | All or File Transfer | When an end user has uploaded a file to the text input footer of the messaging conversation window but hasn’t yet sent the file, an X icon appears to let the end user remove the file. This text appears when you hover over the icon. | | Attach file | All or File Transfer | Hover text for the paperclip icon next to the text input field. | | Resend | All or Chat Body | Next to the inline error message telling the end user that their text couldn’t be sent, there’s a Resend text button. When the end user clicks Resend, we try to send the same message to the rep. | | Delivered | All or Chat Body | This appears when a message is sent to a service rep, but the rep has not yet read it. | | Placeholder | All or Chat Body | This appears in place of a messaging component menu selection in the following scenario: When an end user makes a selection from a Question with Static or Dynamic Options messaging component, then either refreshes the page or opens a new page with session continuity, and there is a server error preventing the menu selection from showing up in the refreshed or new page. | | {0} sent an unsupported message type. | All or Chat Body | An error message that lets the end user know that a service rep or bot sent an unsupported message. The {0} variable tells the end user who sent it. | | {0} says... | All or Chat Body | Text that appears in your browser tab if you navigate away from the page where you’re messaging and a service rep sends a message. | | Yesterday | All or Chat Body | A time stamp indicating that a message was sent the previous day. | | Sources: ![Messaging conversation widow with Sources highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_labels_11.png) | All or Chat Body | Indicates one or more citations in a conversation with an Agentforce Service Agent. While this is customizable for the messaging conversation window, it will always appear as “Sources:” in the downloaded messaging conversation transcript. | | Not sent | All or Chat Body | Appears to the end user when a network issue prevents an end user’s message from being sent. | | Read | All or Chat Body | Appears to the end user to indicate that a service rep has read their message. Read recipts must be turned on for this to appear. | | Revised | All or Chat Body | Explains that the previous version of this message from an Agentforce Service Agent was re-written. | | Sent | All or Chat Body | When a message from the end user is successfully delivered to the service rep, the word Sent appears below the line of text. | | This conversation ended. Close the chat window and start a new one. | All or Chat Ended | Text that appears when a JWT expires in an unauthenticated messaging session. | | You ended the conversation at | All or Chat Ended | Text that appears when an end user ends an unauthenticated messaging session. | | Leave Form | All or Secure Form | When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. The end user can click Leave Form to return to the chat conversation. | | Enter the correct input format. | All or Secure Form | A general error message for any secure form field that has a formatting requirement. When an end user attempts to input data into the field in the incorrect format, this error message appears. | | Next | All or Secure Form | A secure form presents to the end user as a series of fields to engage with. The end user clicks the Next button to move forward in filling out each field on the form. | | After leaving the form, you can open it again in the messaging window. However, your progress isn't saved. | All or Secure Form | When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. This custom label is for the body of the confirmation message. | | Select one | All or Secure Form | When a Secure Form’s dropdown menu only allows one selection, this prompt appears. | | Stay on Form | All or Secure Form | When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. The end user can click Stay on Form to return to the secure form landing page. | | Enter a value. | All or Secure Form | When an end user is presented with a required field in a secure form messaging component, this inline message appears to remind them that they must enter a value before proceeding. | | Form was submitted. | All or Secure Form | A message that’s send to the end user in the chat conversation window, confirming that a secure form was submitted. | | Select a value. | All or Secure Form | When an end user is presented with a required field in a secure form messaging component, this inline message appears to remind them that they must make a selection before proceeding. | | Enter text | All or Secure Form | If you include a text input field on a secure form, this is a field prompt that tells the end user what to do with the field. | | Submitting form… | All or Secure Form | When a spinner icon appears because it’s taking a few moments to submit a secure form, this message appears. | | Submit | All or Secure Form | On the final screen of the secure form flow, the Next button changes to a Submit button. When the customer clicks Submit, their secure form is sent. | | Leave this form? | All or Secure Form | When an end user clicks the Back to chat arrow after viewing a secure form, a confirmation message appears. This custom label is for the title of the confirmation message. | | Select a date | All or Secure Form | When an end user is presented with a required date field in a secure form messaging component, this inline message appears to remind them that they must select a date before proceeding. | | Back | All or Secure Form | A button on a secure form messaging component that lets the end user return to the previous page. | | Select all that apply | All or Secure Form | When an end user is presented with a multi-select field in a secure form messaging component, this inline message appears. | | We couldn't submit the form. | All or Secure Form | An error message that’s sent to the end user if a secure form can’t be sent. | | 9+ | All or Unseen Messages | When an end user minimizes the chat window and then receives more than 9 messages. This notification appears as a minimized state notification window. | ## Custom Labels for System Messages in the Chat in Progress Chat Group | Label | Label Group | Definition | | --- | --- | --- | | {0} left | All or Chat Body | Explains that a service rep or bot left the conversation. | | Agents are not available. Try again later. | All or Chat Body | Explains that a messaging session couldn’t be routed to a service rep (agent) due to a lack of available reps. | | Today | All or Chat Body | This text appears at the beginning of a conversation, next to the time stamp. | | Transfer requested at | All or Chat Body | This message is followed by a time stamp indicating when a transfer was requested. | | We're connecting you to an agent. Your estimated wait time is {0} minute. | All or Chat Body | This is the text that appears after you [turn on Estimated Wait Time](https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&language=en_US). There are two similar versions of this message. This one appears when your estimated wait time is one minute. | | Transfer request failed at | All or Chat Body | This message is followed by a time stamp indicating when a transfer request failed. | | {0} joined | All or Chat Body | When a service rep or bot joins the conversation. | | We're connecting you to an agent. Your estimated wait time is {0} minutes. | All or Chat Body | This is the text that appears after you [turn on Estimated Wait Time](https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&language=en_US). There are two similar versions of this message. This one appears when your estimated wait time is less than or greater than one minute. | | Wait and try later. | All or Chat Body | A transfer request failed. The end user is encouraged to try again later. | | This conversation ended. Close the chat window and start a new one. | All or Chat Body | The conversation ended due to an expired JWT. The End User must initiate a new conversation. | | You ended the conversation at | All or Chat Body | This message is followed by a time stamp indicating when the end user ended the chat. | | Thinking | All or Chat Body | The AI agent or bot is thinking and will respond in a moment. | ## Custom Labels for Accessibility Messages in the Chat in Progress Chat Group | Label | Label Group | Description | | --- | --- | --- | | Send message | All or Input Footer | Explains the button for sending a message in the input footer. | | Chat message | All or Input Footer | Explains the text area of the input footer where an end user types their message. | | Insert emoji | All or Input Footer | Explains the button for inserting an emoji into the text input footer. | | Press enter to send | All or Input Footer | Accessibility text for the send message button in the input footer. | | Emoji keyboard | All or Input Footer | Explains the emoji keyboard that appears after an end user selects the insert emoji icon. | | Post-Chat URL | All or Auto-Response | Explains an End Conversation auto-response component that is presented to a customer. | | Back to chat | All or Auto-Response | Explains the icon that an end user can select to return to the messaging conversation from the End Conversation auto-response component landing page. | | The attachment is in preview until you press the Send Message icon. | All or File Transfer | This explains the thumbnail for an attachment that’s been attached to the text input footer but not yet sent by the end user. | | Attach icon | All or File Transfer | This explains the icon that lets an end user add an attachment to their message. | | Attached files | All or File Transfer | A list of attached files that have not been sent. | | Download-arrow icon | All or File Transfer | This explains the icon that lets an end user download an attachment that was sent by a service rep or bot. | | Select a menu item | All or Chat Body | This prompts an end user to make a selection from a choicelist messaging component. | | Loading... | All or Chat Body | Explains the default spinner icon. | | Loading new messages... | All or Chat Body | When the end user scrolls up in the messaging conversation and more messages need to be loaded, this spinner appears. | | Select a quick reply | All or Chat Body | This text prompts an end user to make a selection from a messaging component with the Quick Replies format. | ## Custom Labels for Standard Text in the Fallback Message Chat Group | Label | Label Group | Definition | | --- | --- | --- | | Fallback Message | Message | For help with fallback messages, see [Use Fallback Message to Help Customers During an Enhanced Chat Downtime](https://help.salesforce.com/s/articleView?id=service.messaging_fallback_message.htm&release=264.0.0&type=5 "Write a fallback message to send customers in the messaging conversation window in the event of a service downtime."). | # Configure Custom Request Date in Flow Builder Add the original date a work item was requested using the Request Date option. This maintains the original priority of a work item even if it's rerouted or reassigned. ### Required Editions
View supported editions.
## Configure Custom Request Date 1. Open a flow in the Flow Builder and add or edit a **Route Work** action 2. Select a routing service. Make sure that the **Route To** value is set to Queue, Skills, or Agent. 3. Expand **Set Additional Input Values** to find the routing start options. 4. Add the original date the work item was requested in the **Request Date** field under the **Work Item Request Date** section. 5. Save and activate the flow. ![The Work Item Request Date option in Set Additional Input Values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_requested_date_time.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Custom Request Date isn't supported for Agentforce agents or Einstein Bots. ## Best Practices for Using Custom Request Date and Time in Callbacks A primary challenge in voice and callback scenarios is losing your place in line. Normally, if a callback retry fails and the item is requeued, it moves to the back of the queue based on the new entry time. By using the Requested Date option you can route callbacks based on when the call was originally queued. To provide a seamless experience for customers and agents, follow these key implementation strategies. - **Use Original Creation Dates**: When you configure the Route Work action for a callback, map the custom requested field to the original creation date of the record, such as the case or voice call. This mapping retains the customer's original position in the backlog. - **Maintain Priority Across Retries**: For callback scenarios involving multiple retry attempts, make sure that your flow logic consistently passes the initial request timestamp into each new Route Work execution. - **Monitor System Logs**: Because future dates are ignored, check your event logs if a work item appears to be routing based on its current queue time instead of your custom input. - **Impact on KPIs**: Using the original request time likely increases your reported Wait Time and Speed to Answer metrics. While these metrics look different on dashboards, they provide a truer representation of customer satisfaction (CSAT) and actual wait experience. # Configure Dashboard and Reports When a service representative accesses the Home tab, the dashboard shows a visual summary of the cases assigned to them. To ensure a service representative sees information only about the cases assigned to them and not all cases, you must configure the dashboard to convert it from a static dashboard to a dynamic dashboard. ### Required Editions
View supported editions.
User Permissions Needed
To configure the dashboard and reports: HrServiceWorkspaceHrPsnl
1. Use the navigation menu to open the Dashboards tab. 2. Click **Employee Portal Dashboard**. 3. Click **Edit**. 4. Click ![Gear icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_gear_icon.png). 5. In the View Dashboard As section, select **The dashboard viewer**. 6. Save your changes. # Configure Data 360 Permissions Next, ensure that the correct Data 360 permissions are enabled for the admin user. ### Required Editions
View supported editions.
1. In Setup, go to Users, and assign the admin user the Data Cloud admin permission set. 2. Return to Service Insights setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a data bundle is added, data cloud credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. # Configure Data Mappings for the Wellness Questionnaire The Wellness Questionnaire comes preconfigured with default data mappings that map Wellness Questionnaire survey responses to fields on the Health Verification record. When a respondent submits the Wellness Questionnaire, Safety Cloud generates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to the matching fields on the record. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To install a package: Modify All Data
To view and configure the Wellness Questionnaire default data mappings, complete these steps. 1. To ensure that you’re using an inactive version of the Wellness Questionnaire, from the dropdown menu, select **Create New Version**. 2. From the dropdown, select **Advanced Settings**, and select **Survey Data Mapping**. The Survey Data Mapping page is displayed. The page shows the default data mapping object named `Questionnaire_To_HealthVerification` that comes with the Wellness Questionnaire. 3. Edit the default data mappings in Questionnaire\_To\_HealthVerification by clicking the pencil icon. The Edit Mapping page is displayed. 4. Configure the mappings between survey responses on the questionnaire and fields on the Health Verification record, and save your changes. 5. To create more mappings between a survey response and a field on the Health Verification record, click **Add Row**. 1. Specify the field, information type, and the value from the survey. 2. Save your changes. If you want to map a survey response to a particular Occasion, the mapping row contains these values. - Field: Occasion Id - Information Type: String - Value: Occasion Id, such as a0B7x0000007KGXEA2 For this example to work, you must first create an Occasion record in Safety Cloud to get the Occasion ID value. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note To keep the Wellness Questionnaire configurable and extensible for any implementation, we don’t include Occasion ID in the default mapping for the Wellness Questionnaire. Additionally, Occasion Id isn’t a required field on the Health Verification record. For information about Occasions, see [Managing Events with Occasions](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasions_intro.htm&release=264.0.0&type=5 "Safety Cloud comes with an Occasion Object data model that allows you to create Health Verification configurations specific to an event."). 6. **Optional:** Stamp the Wellness Questionnaire with the OccasionId dynamically. Stamping the Wellness Questionnaire with the OccasionId allows you to locate and map Health Verification records with their associated OccasionId. 1. From your version of the Wellness Questionnaire, go to **Survey Builder** | **Merge Field** | **Org and Custom Variable**, and set these fields. 2. Click **New Variable**, then add the Variable = varOccasionId, and Type = Custom. 3. Save your changes, and click **Back to Builder**. 4. Go to**Advanced Settings** **Survey Data Mapping**, and click the pencil icon. 5. From Define Target Object Fields and Values, add a row. - Field: Occasion Id - Information Type: Custom Variable - Value: varOccasionId 6. Ensure that the URL parameter includes the Occasion Id value in OccId. The OccasionId is stamped to the Health Verification record. Here’s an example URL: ``` https://connect-force-2871-dev-ed.my.salesforce.com/survey/ runtimeApp.app?invitationId=0Ki7x0000000xRV&surveyName=safetycloud__wellness_questionnaire &UUID=8f2c6871-62e6-4ca1-a24c-a8f69a5a7a04&varFirstName=Codey&varLastName=Bear ``` Any system that reads a QR code must read these four pieces of information. - Verification ID. - Verification Start Date and Time. - Verification End Date and Time - Occasion ID Dates are for offline support. If your event has unstable WiFi, the QR codes can be scanned using the start and end dates or times. You can configure these fields so that the QR code is only valid for a specific set of hours, as shown in the sample. - **Access Start Time** = Beginning of day for negative test (the day of the event) - **Access End Time** = End of day for day of negative test (the day of the event) - **Access Offset**\= Time in minutes after a user’s health status is verified ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note You can use the Access Offset field or the Access Start Datetime and Access End Datetime fields to set the time range for which the generated QR code remains valid. You can’t use both. #### See Also - [Set Up a Wellness Questionnaire for Health Verifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_setup_wellnes_questionnaire_hv.htm&release=264.0.0&type=5 "You can access and set up a Wellness Questionnaire for Health Verifications.") - [Customize the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_customize_wellnes_questionnaire_hv.htm&release=264.0.0&type=5 "You can customize the Wellness Questionnaire by including the name of the event and the first and last name of the individual who is filling it out.") # Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup. This article applies to: - Salesforce Voice with Partner Telephony 1. From Setup, enter and select **Omni-Channel Settings**. Enable the **Enable Skills-Based and Direct-to-Agent Routing** option. 2. Follow the steps to create an Omni-Channel Flow. 3. Drag the **Route Work** action onto the canvas. 4. Give the action a label and an API Name and, optionally, a description. 5. Under **Set Input Values | Record ID**, create and select a recordId variable. 6. Under Route To, select **Agent**. 7. Under Agent, select an option. 1. **Select Agent**: Specify the rep to route the work item to. 2. **Use Variable**: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record. 8. To assign work to the preferred rep only when they become available, click **Required Agent** and specify the **Routing Configuration** to use for routing parameters. ![Edit route work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_edit_route_work.png) 9. Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the **Required Agent** checkbox. Then, specify the backup queue to route the work item to.![Route work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_route_work.png) # Configure Email-to-Case Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured. ### Required Editions
View supported editions.
To access these settings, from Setup, enter Email-to-Case in the Quick Find box, then select **Email-to-Case**. In most cases, we recommend that you select all of the settings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce is transitioning to Lightning threading, a secure method that combines header and token-based threading. Ref ID threading is in maintenance-only mode. We strongly recommend that you enable the Disable Ref ID and Switch to Lightning Threading release update. For help, see [Update to Lightning Threading for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_update.htm&release=264.0.0&type=5 "Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods.").
Setting Description
Enable Email-to-Case Let Salesforce create cases from inbound emails.
Notify case owners on new email Let case owners automatically receive notifications of new emails on their existing cases. Email notifications assign a task to the case owner to respond to the new email. Responding to the email closes the task. To disable email notifications at any time, deselect this setting.
Enable HTML email

Display emails in HTML in the case feed view and email editor. If this setting isn’t selected:

  • Service reps see emails in the case feed in text format.
  • When reps reply to an email, the message is copied to the email editor as text instead of HTML.

Use this setting for email feeds in Lightning, Lightning console apps, or Salesforce Classic console apps. It doesn’t apply to email feeds in Salesforce Classic.
Set case source to email Sets the Case Source field on Case records generated by Email-to-Case to the ID of the associated inbound email message.
Save Email-to-Case attachments as Salesforce files

Automatically convert attachments from inbound Email-to-Case messages into Salesforce Files.

Salesforce files created from Email-to-Case attachment conversions don’t inherit sharing settings from the parent record. By default, file sharing settings are set to Viewer. Viewers can view, download, and share files. The Attachments related list shows both attachments and files.
Eliminate duplicate email attachments

Applies to inbound emails, and applies only when attachments are saved as Salesforce files. To conserve storage, this option prevents Email-to-Case from creating an additional Salesforce file when an attachment is already saved in the email thread. Instead of creating another Salesforce file, Email-to-Case includes a link that points to the original attachment.

Selecting this option changes the behavior in Case Files and Attachments related lists to show only one ContentDocumentLink for each unique attachment.

Some email clients create links rather than attachments for signatures.

Notify senders about Email-to-Case processing errors

Notify email senders when there’s an error during Email-to-Case processing.

If end users and administrators both receive a notification and attempt to re-send the email, duplication issues may occur.
Invoke triggers on status change from New to Read Invoke triggers when service reps open an email via the email detail page. A status change invokes related triggers regardless of the Enable Unread/Read on Compact Case Feed setting in Support Settings. This setting doesn't apply to Experience Cloud portal users or to emails opened in read-only mode. This setting applies only to email detail pages; viewing email feed items always invokes triggers. When emails are loaded by a customization, they may not be marked as read.
Reply with new content only

Exclude previous thread content in email replies. This setting reduces the size of outgoing emails and makes it less likely that responses exceed the email size limit.

This setting overrides the Insert email threading token in email body settings. If a Ref ID or Lighting threading token is found in the email being replied to, it's placed in the reply.
Send emails via external services

Send outbound emails from Email-to-Case using a Gmail or Outlook account instead of Salesforce email services. You can set up external outbound email services in Lightning Experience only.

When you configure the routing address, under Outbound Service Settings, select Gmail or Outlook as the external email service and connect to your email account. After this connection is authenticated, Email-to-Case can reply to emails sent to that routing address through your Gmail or Outlook server.

When you authenticate your connections to Google or Microsoft, Salesforce uses the OAuth 2.0 protocol to get tokens from the Google or Microsoft authorization server. That’s when necessary permissions (such as sendEmail) are granted and tokens are securely stored. Later, the tokens are used to call Microsoft Graph API and Gmail API to send the email.

You can manage the Salesforce app in apps connected to Microsoft or Google. If you delete the Salesforce app or revoke granted permissions, the token Salesforce stored is invalidated.

Email-to-Case OAuth connections depend on the external email provider's token policies. Because these tokens expire periodically, the connection can become invalid. To restore the connection, disconnect and reconnect the integration.

This setting is available in Professional, Enterprise, Unlimited, and Developer editions only.

Insert email threading token in email subject (Recommended)

OR

Insert email threading token in email body (Recommended)

Add an email threading token to the email subject, email body, or both. In Lightning threading, these tokens are unique strings that help Email-to-Case match emails to the right cases. While similar to Ref ID strings, threading tokens are generated in a way that meets Salesforce security standards. We recommend selecting both settings. In orgs created in Spring '23 or later, these settings are on by default.

If you don’t see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, which combines header-based and token-based threading.

Insert thread ID in the email subject

OR

Insert thread ID in the email body

Add a thread ID, known as a Ref ID, to the email subject, email body, or both. A Ref ID is a unique number that identifies the organization and case associated with the outgoing email.

If you see these settings, you’re using an outdated threading method called Ref ID threading. We strongly recommend that you switch to Lightning threading, a more secure option that combines header-based and token-based threading.

Place user signatures before email threads Add the user signature after the reply, but before the email thread. If this setting isn’t selected, the user signature is placed at the bottom of the email thread.
Enable on-demand service

Allow Salesforce to process your incoming emails. Select this option unless you’re using a custom solution to keep email traffic inside your network’s firewall.

Previously, Email-to-Case relied on an installed agent instead of the on-demand service. The older version is no longer supported, and the agent isn’t available for download.
Over email rate limit action

Choose what Email-to-Case does with emails that surpass your organization’s daily email processing limit:

  • Bounce message—The email service returns the message to the sender or to the Automated Case User, with a notification that explains why the message was rejected.
  • Discard message—The email service deletes the message without notifying the sender.
  • Requeue message—The email service queues the message for processing in the next 24 hours. If the message isn’t processed within 24 hours, the email service returns the message to the sender with a notification that explains why the message was rejected.
Unauthorized sender action

If you limited the email addresses and domains available for Email-to-Case in the Accept Email From field, choose what happens to messages received from senders who are blocked:

  • Bounce message—The email service returns the message to the sender or to the Automated Case User, with a notification that explains why the message was rejected.
  • Discard message—The email service deletes the message without notifying the sender.
Use email headers for threading (Recommended) Salesforce uses metadata from incoming emails to match email replies with cases if token-based threading doesn't produce a match. We recommend turning this preference on, so Salesforce can thread emails to cases even when a threading token isn’t found in the email. For instance, this is useful when senders follow up before Salesforce sends a reply.
- **[Default Salesforce Go Settings for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_default_settings.htm&release=264.0.0&type=5)** To quickly start using Email-to-Case, we recommend turning it on in Salesforce Go. When you turn on Email-to-Case in Salesforce Go, these settings become active. #### See Also - [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&type=5&language=en_US) - [Assign an Omni-Channel Flow to Route Cases from Email-to-Case](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_email_to_case.htm&type=5&language=en_US) # Configure Email-to-Incident for IT Services Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Email-to-Incident: View Setup and Configuration
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important When you turn on Incident Management, Email-to-Incident is automatically enabled and you can’t disable it. However, you can update its settings. Use Email-to-Incident to capture incoming email requests as incidents and automatically associate related email replies with the original incident, creating a single conversation thread. Service reps and employees can view incoming and outgoing email conversations in the incident feed and send email responses directly from the incident record. Use the settings on this page to control how email content is rendered on the incident, which senders your org accepts email from, and what happens when an email can't be processed. 1. From Salesforce Go, go to **Incident Management**. 2. In the Turn On Incident Management section, next to Turn on Email to Incident, click **Review**. 3. Click **Edit**. 4. Select any of these additional settings, if needed: | Setting | Description | | --- | --- | | Enable Email-to-Incident with AI | Uses LLM models to extract the subject, description, impact, and urgency from the email. | | Save Email to Incident Attachments as Salesforce files | Saves each attachment as a Salesforce file on the incident record. | | Delete Duplicate Email Attachments | Links each duplicate email attachment only once to the incident. | | Display HTML email in incidents | Renders the HTML from an incoming email, such as tables, lists, and inline styling, in the incident. Images that are embedded in the email appear in the conversation thread instead of as separate download links. | | Enable rich text for incident descriptions | Keeps the formatting from the email body in the incident description instead of converting it to plain text. | | Save unfinished replies as drafts | Saves an email reply that a fulfiller hasn’t sent yet so that they can resume it later. Drafts are saved every 30 seconds and persist across sessions. | | Notify external senders about processing errors | Sends a bounce email to the sender and to the admin when an incoming email can’t be processed. | | Place user signature above the latest email | Adds the fulfiller’s signature directly after their reply instead of at the bottom of the entire email thread. | 5. Specify values for these fields: | Field | Description | | --- | --- | | Unauthorized sender action | Determines what happens to an email that arrives from a domain or address that isn’t allowed. Select Bounce message to send a failure notification to the sender, or Discard message to delete the email without notifying the sender. | | Email rate limit exceeded action | Determines what happens to an email that arrives after your org reaches its daily limit for incoming email. Select Bounce message to send a failure notification to the sender, or Discard message to delete the email without notifying the sender. | | Default incident owner | Sets the queue that receives an incident when none of your active assignment rules match it. Use this queue so that an incident created from an email is never left unassigned. | To accept email only from senders that you approve, add the allowed domains and email addresses. If you don’t add any allowed domains, email from all domains is accepted. Incidents created from email are evaluated against the active assignment rule for the Incident object. See [Set a Default Assignment Rule for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_set_a_default_assignment_rule_for_it_services.htm&release=264.0.0&type=5 "Set a default assignment rule for an object so matching records are routed using the selected assignment rule. You can create multiple assignment rules for an object, but only one assignment rule can be active at a time for an object."). 6. In the Routing Address Details field table, click **New**. 7. Enter a display name and routing email address for the routing configuration. The routing email address is the email address that users will send emails to. 8. Verify the routing email address. Salesforce sends a verification email to the address. The routing address can’t receive email until it’s verified. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You can’t use the same email address for both Email-to-Case and Email-to-Incident. If the address is already used for Email-to-Case, enter a different one. 9. To start replies from a standard format, select a default email template for the routing address. Use a template that includes incident merge fields, such as the incident number and subject, so that fulfillers don’t enter these details manually. Fulfillers can change or replace the template when they compose a reply. 10. In the Incident Details section, set default values for **Impact** and **Urgency** to High, Medium, or Low. 11. Save your changes. Email-to-Incident then handles incoming email automatically: - Each incoming email is evaluated so that the same email doesn’t create a second incident. A reply to an existing conversation is added to the original incident instead. - If an email can’t be processed because of a temporary error, it’s retried before it’s treated as a failure. - If your external email provider is unavailable, Salesforce mail servers receive the email so that incoming incident data isn’t lost. # Configure Employee Profile Card Component The Person Account Record page in HR Service Console contains the Employee Profile Card component. The component shows employee information to the service representative. You can also add the component to a case, messaging session, and voice call record page. ### Required Editions
View supported editions.
User Permissions Needed
To configure the Employee Profile Card component: HrServiceWorkspaceHrPsnl
Enable person account before you configure the Employee Profile Card component. See [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US) 1. In Lightning App Builder, edit a Person Account Record page. 2. On the canvas, select the Employee Profile Card component. 3. In the component's properties pane, specify the person account and employee compact layouts. The component shows the fields included in the compact layouts. By default, Employee Portal Default is selected in the Person Account Compact Layout field. This compact layout is available out-of-the-box with HR Service Console. If person account isn't enabled and the Service Cloud Employee Hub Add On license isn't provisioned, the system default compact layout is selected in the Person Account Compact Layout field. #### See Also - [Create Compact Layouts](https://help.salesforce.com/s/articleView?id=platform.compact_layout_create.htm&type=5&language=en_US) # Configure Employee Service Slack for IT Services Select a Digital Experience site so that Slack can authenticate employee users and correctly unfurl (preview) Salesforce records shared in Slack. Make sure that the employee users have the access to the preferred site. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To use Slack for Agentforce IT Service Connect Salesforce with Slack
## Admin Setup 1. In the Set Up the Basics section, click **Set Up Self Service**. 2. Select the portal and click **Install**. 3. From the top-right dropdown, select the correct Slack workspace and click **Allow**. 4. Allow Slack to access your account. The Employee Service Slack app is installed in the Slack workspace. 5. From the Setup menu in your Salesforce org, select **Salesforce Go**. 6. On the Salesforce Go home page, search for and select **Slack for Employee Service**. 7. In the Set Up the Basics section, from the **Select a Preferred Digital Experience Site to connect Slack with** dropdown, select the Digital Experience site that you want Slack to use for authentication and record unfurling of employee users. Slack uses the selected site to authenticate employee users and to unfurl Salesforce records that employees share in Slack channels. ## Employee Setup 1. Login to your Slack workspace and reset your Employee Service portal password from the link received in email if User is not already created. 2. Login to your Employee Service portal using your credentials. 3. From the top-right dropdown, select the workspace where your admin has installed the Employee Service for Slack app if you are a part of multiple workspaces. 4. Allow Slack to access your account. See [Manage Requests and Tickets with the Employee Service Slack App](https://help.salesforce.com/s/articleView?id=service.es_employee_service_slack_app.htm&type=5&language=en_US) for more information. # Configure Enhanced Optimization per Territory Configure your Enhanced Optimization per Territory settings and assign user permissions. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To enable Enhanced Optimization Per Territory: Customize Application
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. Next, click **Service Territory**, and then scroll to the Page Layouts section. 2. Click **Page Layouts**, and then click **SFS Service Territory Layout**. 3. Click **Edit**. 4. Drag the **Use enhanced scheduling and optimization** field to the page layout, and then save your changes. 5. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Service Territories** tab. 6. Click the service territory name for which you want to enable enhanced optimization. 7. Select **Use enhanced scheduling and optimization**. 8. When you’re using the Enhanced Scheduling and Optimization engine, the way a schedule is built can differ from how a schedule is built when you aren’t using this engine. To avoid misalignments in the schedule due to scheduling with different engines, pin the service appointments scheduled for the next day, and then unschedule all appointments from the following day onwards so that the Gantt is empty. 9. Run optimization using the enhanced optimization engine, or reschedule all service appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We recommend unscheduling and rescheduling the service appointments during off-hours to avoid the possibility of double-booking. #### See Also - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&release=264.0.0&type=5 "Learn about the Enhanced Scheduling and Optimization limits and limitations.") - [Limitations for Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&release=264.0.0&type=5 "All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization per Territory.") - [Set Up and Run Enhanced Optimization Jobs](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5 "Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.") - [Transition to Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_transition.htm&release=264.0.0&type=5 "Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality.") # Configure Experience Cloud Site Components for Fulfillment Add the required components to your site to start the proactive service process when a customer opens a fulfillment URL. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
User Permissions Needed
To create an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration
To customize or publish an Experience Cloud site:
  • Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR
  • View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
- Make sure you’ve an active Experience Cloud site and a Customer Community or Customer Community Plus license. - Confirm your Embedded Service Deployment is published and contains the enabled proactive context variables. - Make sure you’ve the ProactiveServicePlatformAccess and ProactiveServicePSL licenses provisioned in your org. The components you add to your site depend on the fulfillment flavor you select for your Proactive Service scenario. These components start the fulfillment process for the Service Campaign specified in the page's URL. Fulfillment Component Requirements | Fulfillment Flavor | Required Components | Description | | --- | --- | --- | | Unified Catalog (UC) | Proactive Service Campaign Manager | Drag this component onto your proactive landing page to show service options based on campaign data. | | Guided Troubleshooting | Proactive Service Campaign Manager AND Embedded Messaging | Use these together to start the fulfillment process and provide the chat interface for the Agentforce Service Agent. | | Component | Function | Key Configuration | | --- | --- | --- | | Proactive Service Campaign Manager | Acts as the listener to start the process. | Set the Chat Invitation Label to act as the agent call-to-action (CTA). | | Embedded Messaging | Handles the chat interface between the agent and customer. | Link this to the correct Embedded Service Deployment. | 1. From Setup, in the Quick Find box, enter Digital Experiences, and select **All Sites**. 2. Select **Builder** next to your site name. 3. Select the **Components** icon. 4. Drag the **Proactive Service Campaign Handler** component to the page body. 5. In the property editor, enter a value for the Chat Invitation Label if you turn on User Verification in your Messaging Channel. This label serves as the text for the agent CTA. 6. Drag the Embedded Messaging or Quick Chat component to the page footer. 7. In the property editor, select your **Embedded Service Deployment**. 8. Select the **Add credential-based user verification** checkbox in the component properties if your messaging channel uses User Verification. 9. Publish your site to run the changes in your live environment. # Configure Export Preferences Configure your export preferences. **» To configure your export preferences**: 1. **Select the backup file to export from.** Select the backup file you want to use: automatic or manual. The automatic backup file is created daily. The manual one is the most recent backup file that you created. When you select a backup file, it shows up in the Backup Version dropdown menu. For example, if you select a backup file on November 1, you’ll see two backup files on November 2. One will be titled Current-AutoBackup 2024-11-01 and the other will be an automatic backup file created on November 2. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/images/icon_note.png) Note In a Production environment, the Data Exporter tool shows the latest manual backup file in the dropdown menu. In a Sandbox environment, there are only manual backups. You can replace your backup file with a newer version by selecting it from the dropdown menu. The Data Exporter tool asks if you want to keep the previously exported object files or start over from scratch. For example, if you previously selected to export the Task and Assignment object files, but now want to change the backup file, The Data Exporter tool asks if you want to select those objects again so that the new export results include these objects. ![Export Preferences](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_export_preferences.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/images/icon_note.png) Note The Data Exporter tool doesn’t store previous versions of exported data. However, you can still download and keep those files in your local storage. 2. **Enter an encryption key.** Enter an encryption key to protect your data and to meet data security standards. When you select a manual backup file, enter the encryption key that you used to create a backup of your tenant. The encryption key has to follow the password standards required by the system (see the [FSE Administration and Configuration Guide](https://org62.my.salesforce.com/sfc/p/#000000000062/a/3y000002L3Xj/rT0Ppl0azd9zB.CTA0ZkNfVWOoIDWxTi_I4DiWKXp7s)). 3. **Select the amount of data to export: full set or sample data.** When you export a sample set of 20 records, you can view your object files quickly without having to export large files. This saves time during the preliminary data assessment stage. 4. **Select whether to include Comma Separated Value (CSV) files for multivalue properties of objects.** When you include multivalue properties, an additional CSV file is created for each property. 5. **Select whether to transform boolean field values of an object to Salesforce Field Service (SFS) values.** When boolean field values are transformed, the CSV file shows the SFS values. 6. **Click Export.** While you wait for the export results, we prepare your backup file. We copy the backup file to an internal workspace and decrypt the data. ![Backup File Preperation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_backup_file_prep.png) # Configure Field Mappings for IT Services Control how fields are populated and displayed when you create related IT service records. ### Required Editions
User Permissions Needed
To configure field mappings: View Setup and Configuration
Use field mapping to populate values automatically and control which fields are available when creating related IT service records. Map standard and custom fields to autofill data from a source record to a target record for incidents, problems, change requests, and cases. You can also specify additional fields for manual input during record creation. Required fields continue to appear even if you remove mappings, so you can capture required information before saving the record. By default, some mappings are preconfigured, and you can edit existing mappings or add new ones based on your organization's needs. 1. From Setup, in the Quick box, enter Quick Setup and then select **Quick Setup**. 2. On the IT Service Configuration page, click **Get Started**. 3. Next to Create Autofill Configuration, click **Edit**. 4. On the Autofill Configuration page, next to the mapping you want to configure, click **Edit**. 5. To add or update mappings, select corresponding fields from each object. 6. To include additional fields for manual input, select the fields that users need to complete when creating the related record. 7. Save your changes. # Configure Field Scheduling and Optimization in Workforce Scheduling Set up how Workforce Scheduling creates service appointments, schedules them, and optimizes the schedule for field work. These org-level settings apply to all field service appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
The Scheduling and Optimization settings for field work are organized into sections that follow how appointments move through Workforce Scheduling: how appointments are created, how they’re scheduled, and how the schedule is optimized. Service Appointments Set default due dates for auto-created service appointments, and map appointment lifecycle events to the service appointment status. Scheduling Set default operating hours for the field scheduling flow and travel-time defaults, turn on appointment sliding, and pin appointments by status. Optimization Set pin criteria and commit modes for global, in-day, and resource optimization. - **[Configure Scheduling Behavior for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5)** Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time. - **[Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5)** Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only. - **[Guidelines for Using Workforce Scheduling Commit Mode](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_commit_guide.htm&release=264.0.0&type=5)** Learn what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process, and how the system behaves depending on the selected Commit Mode. # Configure Field Service Settings for Real-Time Location Allow worker tracking and customer messaging in your Field Service settings. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant permission set license must be assigned to mobile workers.
User Permissions Needed
To configure Appointment Assistant settings: Field Service Appointment Assistant
1. From Setup, in the Quick Find box, enter Field Service, and then select **Field Service Settings**. 2. Scroll to the Appointment Assistant section. 3. In the Status field, select the service appointment status that generates the first platform event. For example, if the status is set to En Route, Appointment Assistant Real-Time Location sends a notification to the customer that the mobile worker is on their way. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The customer can see the mobile worker’s location and information only when the appointment is in this status. If you don’t use an En Route status, you can create it or use an existing status but only if its purpose is to indicate that a worker is en route. To view and edit the Status Picklist Values: 1. From Setup, go to the Object Manager tab. 2. Click **Service Appointment**. 3. In Fields & Relationships, click **Status**. ![The Service Appointment Fields and Relationships page is open. The Status Picklist values are shown.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_12_status_object.png) 4. In the Site URL field, paste the URL of the Experience Builder site that contains the Appointment Assistant Real-Time Location Lightning Web Component. 5. Enter a value for the Appointment Assistant Radius. This value generates the second platform event. For example, let’s say that the radius is set to 2 miles. When the mobile worker is within 2 miles of the service appointment, Appointment Assistant Real-Time Location sends a notification to the customer that the mobile worker is nearing the appointment location. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can use an online conversion tool to calculate your Radius Field value. For example, you could use the conversion 2,640 feet = 0.5 miles. 6. Enter a value for the Appointment Assistant Expiration. For example, if the expiration is set to 1 hour, the customer stops seeing the mobile worker’s location and information 1 hour after the link was generated. ![Appointment Assistant settings window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_13_fs_settings_2.png) 7. Fill in the rest of the fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Create a quick action on the Service Appointment object so that a mobile worker can easily mark En Route in the Field Service mobile app. For Appointment Assistant Real-Time Location to work, the change of status must occur on the mobile app and not on the server side. For example, flows and Lightning web components aren’t supported for this purpose. When the service appointment status changes to En Route on the mobile app, the location status of the assigned service resource changes to EnRoute. ![Service Appointment action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_14_service_appointment_action.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’re using Appointment Assistant Real-Time Location and Automatic Status Change, it’s recommended to enter a small radius in the Automatic Status Change settings. A small radius ensures that Appointment Assistant’s Real-Time Location customers can see the mobile worker’s location up until the worker’s close to the appointment. See [Set Up Automatic Status Change](https://help.salesforce.com/s/articleView?id=service.mfs_automatic_status_change_beta_settings.htm&release=264.0.0&type=5 "Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers."). #### See Also - [Create the Salesforce Action and Add It to an Object](https://help.salesforce.com/articleView?id=bi_explorer_add_action_to_object.htm&language=en_US) - [Apply the Action to the Object’s Page Layout](https://help.salesforce.com/articleView?id=bi_explorer_apply_action_to_page_layout.htm&language=en_US) # Configure Field-Level Security of Employee2 Fields Use Object Manager to set field-level security settings of the fields in the Employee2 object. ### Required Editions
View supported editions.
To create employee records, service representatives use the Create Employee flow. To make these fields editable in the flow, set field-level security of the fields to Visible: - Alternate Email - Status End Date - Employee Type - Employment Type - Internal Organization Unit See [Set Field-Level Security for a Field on All Profiles](https://help.salesforce.com/s/articleView?id=platform.users_fields_fls.htm&type=5&language=en_US). # Configure General Support Settings for Service Cloud Set up business hours and support holidays in Salesforce, and update case management settings to streamline your customer support processes. ### Required Editions
View supported editions.
- **[Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&release=264.0.0&type=5)** Support settings can help you automate case management. Choose email templates, default case owner, case notifications, and more. - **[Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&release=264.0.0&type=5)** Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate. - **[Set Up Support Holidays](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays.htm&release=264.0.0&type=5)** Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times. #### See Also - [_Salesforce Help_: Add Service Channels](https://help.salesforce.com/articleView?id=service.support_channels.htm&type=5&language=en_US) # Configure Geolocation Settings for Appointment Assistant Real-Time Location To give customers better insight into their mobile worker’s location while waiting for their appointments, make sure your geolocation settings are set up. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To configure resource tracking: Customize Application
Geolocation settings are used for additional purposes in the Field Service mobile app, so it’s likely they’re set up. To verify setup, follow these steps. 1. Open Field Service Mobile Settings. 2. Make sure that the **Collect service resource geolocation history** option is enabled. 3. Make sure that values are entered for the Geolocation Update Frequency in Minutes and Geolocation Update Frequency in Minutes (Background Mode) settings. ![Geolocation settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_geolocation.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Mobile worker locations are shared during travel to the customer until arrival. While the location is shared, geolocation settings are overridden and get updated every 60 seconds. #### See Also - [Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5 "Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.") # Configure Global Search for the Agentic Center Portal On Employee Services portal sites built with the Agentic Center template, configure the search bar to include the objects you want in the autocomplete results so employees can quickly find records they need. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize or publish an Experience Cloud site:
  • Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site

    OR

  • View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
1. From Setup, in Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Find your site and click the **Builder** option. 3. Click the **Global Search Box** component on the page. 4. Under Objects in Autocomplete Results, add the objects you want in Autocomplete results. **Knowledge** and **Incidents** are available out-of-the-box. You can add other objects relevant for your employees, such as Cases and Service Catalog Requests. 1. Click **Add** to add a new object. 2. Click **Account Brands** to change the object type. 3. Select the object you want from the **Object** picklist. 4. Save your changes. 5. To review your changes, click **Preview**. 6. To make your changes live for all users, click **Publish**. # Configure Highlights Panels for a Console in Salesforce Classic The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps console users see key information at a glance. To configure a highlights panel, edit any page layout. ### Required Editions
User Permissions Needed
To customize page layouts:

Customize Application

AND

Service Cloud User OR Sales Console
To view page layouts: View Setup and Configuration
If you leave a page layout before clicking **Save**, you’ll lose your highlights panel changes. - To edit a highlights panel, hover over the panel on any page layout and click ![wrench icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/resources-global/_corporate/images/wrench.png) or double-click the panel. - To add or change fields, click the appropriate column and select fields from the Top Field and Bottom Field lists. If the fields you want to add aren't listed, you must first add them to the detail page layout. Fields can appear once on each highlights panel, and fields already in use appear as gray in the field selection list. Highlights panels don’t support rich text area (RTA) fields, custom long-text area fields, or the Transcript object. - To remove fields, click the appropriate column and select -None- from the field lists. To add columns, click **Add Column**. To remove columns, hover over the column and click ![remove highlights panel column icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/eop_hp_column_del.png). - To save highlights panel changes, click **OK** in the Highlights Panel Properties dialog box. When you've finished editing the page layout, click **Save**. To display highlights panels in a console, you must turn them on. # Configure HR Service Features and Feature Sets Explore, set up, configure, and monitor HR Service features and feature sets in one streamlined Salesforce Go experience after initial setup. Access resources such as videos, online tours, Trailhead, and Salesforce Help to learn about features and complete configuration, discover additional HR Service features and eligible add on licenses based on your edition, and if the Your Account app is enabled, purchase select add ons directly from Salesforce Go. ### Required Editions
View supported editions.
Feature sets group related features around a business goal, while features are the individual capabilities or setup steps within a feature set.
Feature and Feature Sets
Available Feature Sets Avai;lable Features
Set Up and Deliver HR Service Across Channels: Set up core HR Service capabilities and deliver a consistent support experience across employee channels.

Employee Provisioning: Automatically set up foundational HR Service components such as employee records, person accounts, portal readiness, and required access.
Resolve Issues with HR Service: Manage employee requests efficiently with the essential processes and tools needed for resolution.

Enablement for HR Service: Build guided hire to retire enablement journeys that help employees get the right support, tools, and information at the right time.
Measure and Improve HR Services Effectiveness: Use analytics and feedback insights to monitor performance and continuously improve HR service quality.
1. Select **Salesforce Go** from the gear menu or from the main Setup menu. The search feature in Salesforce Go suggests feature names that are similar to the search term you enter. You can search for any feature within HR Service. 2. Go to the Feature Sets tab and set the filter for HR Service. 3. Find the Set Up and Deliver HR Service Across Channels feature set under HR Service that you can set up using Salesforce Go. 4. Click **Keep Going** on the feature set that you want to set up. Follow the steps and you are done. 5. To learn more about Salesforce Go, see [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US). # Configure Incident Management for IT Services Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up incidents: View Setup and Configuration
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip To track your progress, after you complete each setup task, select the checkbox next to it. 1. Go to Salesforce Go and search for Incident Management. 2. Search for and select **Incident Management**. 3. Click **Get Started**. 4. Turn on Incident Management: 1. In the Turn on Incident Management section, click **Turn On**. 2. Click **Confirm**. After you turn on Incident Management, these settings are enabled by default. Click Review to see the details: - Field Validations: Apply default validations on incident records to check whether specific fields are populated and to restrict or allow users to modify values. - Automatically Close Child Incidents: Automatically close associated child incidents when a parent incident is closed. If the incidents need to stay open for additional investigation, associate the incident as Similar, and not as a child incident. For more information about associating incidents to other records, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). - Email-to-Incident: Convert incoming emails into incident records. See [Configure Email-to-Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_configure_email_to_incident.htm&release=264.0.0&type=5 "Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled."). 5. To customize the page layout for incident, in the Add Components, Fields, and Actions to Lightning Record Pages section, click **Manage**. See [Customize the Incident Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_customize_inc_pg_layout.htm&release=264.0.0&type=5 "Customize the incident page layout and configure the record page to capture important details for Incident Management."). 6. To define rules that set incident priority based on its impact and urgency, in the Configure Rules for Automatic Incident Priority section, click **Configure**. See [Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily."). 7. To define response and resolution times based on incident impact and urgency to help fulfillers prioritize effectively, in the Define SLAs to Prioritize Incidents section, click **Go to Feature Page**. See [Routing and Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_routing.htm&release=264.0.0&type=5 "Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times."). 8. To get accurate data about an incident from its related configuration item, in the Create Configuration Items in CMDB section, click **Go to Feature Page**. See [Configuration Management Database and Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_discovery_overview.htm&release=264.0.0&type=5 "Unify and manage your IT environment with Salesforce Configuration Management Database (CMDB). Centralize configuration item data across systems, devices, and services to create a single source of truth for asset management. Use CMDB to visualize dependencies, assess service impact, track changes, and drive faster, more informed IT decisions. Automate the detection and tracking of IT assets across your enterprise using Discovery. Reduce manual effort, improve accuracy, and speed up operations by using agentless and agent-based scanning in Discovery."). 9. To monitor the progress of incidents assigned to fulfillers, click **Go to Dashboards**. See [Incident Management Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_incident_management_dashboard.htm&release=264.0.0&type=5 "Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively."). 10. To engage with subject matter experts on Slack to resolve incidents in real time, in the Swarm on Incidents with Experts in Slack section, click **Go to Feature Page**. See [Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack.htm&release=264.0.0&type=5 "Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace."). 11. To support fulfillers and managers by autonomously resolving incidents with the help of agents, in the Build Agents to Support Incident Resolution section, click **Go to Feature Page**. See [Agentforce for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce.htm&release=264.0.0&type=5 "Agentforce for IT Service automates workflows for employees, IT teams, and release managers. Employees can request catalog items, report issues, and track tickets. IT teams can investigate and resolve issues through real-time collaboration and expert swarming."). 12. Set up optional features, such as AI-powered incident processing: - To automatically assign incidents to the appropriate owners with Einstein, in the Let Einstein Assign Incidents section, click the toggle to turn on the feature. See [Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein.htm&release=264.0.0&type=5 "Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs)."). - To automatically convert chat or voice to incidents, in the Report Incidents from Chat or Voice Using AI section, click the toggle to turn on the feature. See [Configure Voice and Chat to Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_voice_and_chat_to_inc.htm&release=264.0.0&type=5 "Create incident records directly from live conversations or messaging sessions to capture customer data efficiently."). - To automatically triage and categorize incidents for prioritization and routing, turn on **Automatically Triage Incidents**. See [Set Up Automated Incident Triage for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_inctriage.htm&type=5&language=en_US). # Configure Interface Layouts Add the Quality Management component to the interaction pages to help evaluators access forms. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To edit record pages: Quality Manager
1. From the **App Launcher**, go to **Voice Calls**, **Messaging Sessions**, or **Cases**. 2. Go to a **Voice Call**, **Messaging Session**, or **Case** record. 3. Click **Setup**, and then select **Edit Page**. 4. Find the **Quality Management** LWC component in the sidebar. 5. Drag the component onto the record page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Add the Quality Management component to a medium or large area on the page template. 6. To use quality management on a console app such as Service or Sales, assign the edited Voice Call, Messaging Session, or Cases page as the app default for your console app. See the Knowledge Article [Assigning custom Lightning Record Pages to standard Lightning console applications](https://help.salesforce.com/s/articleView?id=000380233&type=1&language=en_US) for more information. 1. From Lighting App Builder, click **Activation…**. 2. On the App Default tab, click **Assign as App Default**, and then select the console app and form factor. 7. Save and activate the page. # Configure IT Service Features and Feature Sets Effortlessly configure key features and get started with Agentforce IT Service in a consolidated experience. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
1. Select **Salesforce Go** from the gear menu or from the main Setup menu. 2. The search feature in Salesforce Go suggests feature names that are similar to the search term you enter. You can search for any feature within Agentforce IT Service. 3. Go to the **Feature Sets** tab and set the filter for Agentforce IT Service. 4. You can find the list of feature sets included under Agentforce IT Service that you can set up using Salesforce Go. 5. Click **Keep Going** on the feature set that you want to set up and follow the steps and you are done. To learn more about Salesforce Go, see [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). # Configure Keyboard Shortcuts Configure your own keyboard shortcuts for quick controls within the Enhanced Omni-Channel utility. 1. From Settings in the Omni-Channel utility, turn on the **Configure Keyboard Controls** option. 2. Select the **Configure Keyboard Controls** option. 3. For each function, enter a unique keyboard shortcut value. 4. Save the changes. The custom shortcuts are active immediately. # Configure Knowledge Creation with Einstein for IT Services Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
- **[Predefined Prompt Templates for Einstein Knowledge Creation for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_prmpt_tmplts.htm&release=264.0.0&type=5)** Default Knowledge Creation prompt templates for incidents and problems help your IT teams draft contextual knowledge articles swiftly and consistently. The templates define how a large language model (LLM) generates content by specifying the article's structure, instructions, and source data. For change requests, create a template by using the sample prompt. - **[Modify Existing Knowledge Creation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_tmplts_edit.htm&release=264.0.0&type=5)** Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM). - **[Create Knowledge Creation Prompt Template for Change Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_change_prompt.htm&release=264.0.0&type=5)** Enable your IT teams to easily create contextual knowledge articles from a change request record by using generative AI. Use this template to define how Einstein generates content for change request-related articles. - **[Create Knowledge Generation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5)** Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document. # Configure Knowledge Record Pages with Dynamic Forms Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them. ### Required Editions
Available in Lightning Experience. View supported editions.
You must enable the Article Personalization for Knowledge release update to make Dynamic Forms available to your Knowledge record pages. To configure a Knowledge record page with Dynamic forms, complete these steps. 1. Go to the Knowledge Record Home page that you want to configure with Dynamic forms. 2. Configure the Knowledge Record Home page with Dynamic forms by following the steps in [Migrate a Record Page to Dynamic Forms](https://help.salesforce.com/s/articleView?id=platform.dynamic_forms_migrate.htm&type=5&language=en_US). 3. For information on how to add filter conditions to control when a component appears on a Lightning page, see [Dynamic Lightning Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_page_components_visibility.htm&type=5&language=en_US). #### See Also - [Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&release=264.0.0&type=5 "Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case.") - [Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization_limitations.htm&release=264.0.0&type=5 "When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages.") - [Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5 "Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs.") - [Article Personalization for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5 "Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity.") - [Enable Dynamic Forms on Mobile](https://help.salesforce.com/s/articleView?id=platform.dynamic_forms_on_mobile_enable.htm&type=5&language=en_US) - [Knowledge Limitations in the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=service.knowledge_limits_mobile.htm&release=264.0.0&type=5 "Knowledge articles are available in the Salesforce apps for Android version 8.0 or later and iOS, version 10.0 or later. Learn what's different or not available in the app.") # Configure Known Error Articles for IT Services Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- [Create custom fields](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5 "Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions.") for Root Cause and Workaround on the Knowledge Object. - [Create a custom record type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5 "Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions.") for Known Error. - [Enable Einstein Knowledge Creation for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_setup.htm&release=264.0.0&type=5 "Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs)."). 1. From the Salesforce Go page, go to the Features tab and search for Problem Management. 2. Click **Get Started** or **Keep Going** on Problem Management. 3. Go to the **Add Known Error Information for a Problem** section and click **Add Known Error**. 4. Enter these values in the Mapping fields to map the object and fields. | Entities | Mappings | | --- | --- | | Known Error Record Type | Known Error | | Root Cause | Root\_Cause\_\_c | | Workaround | Workaround\_\_c | 5. Save your changes. # Configure Locations for Asset-Based Tracking Configure locations for asset-based tracking to manage internal IT assets directly without relying on serialized product models. Defining the inventory model at the location level makes sure you use consistent tracking logic and simplifies transfer workflows. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To configure locations: Customize Application
To create or edit locations: Create and Edit on Locations
Before you set up asset-based tracking, verify that the location contains no product items. The system restricts field modifications after you link inventory records to a location. 1. From **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Locations**, and then click **New** or **Edit** an existing location. 3. Enter a location name, and select a location type. 4. Select **Inventory Location**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This setting is required to turn on the asset based usage type. 5. From the **Serialized Inventory Tracking Method** picklist, select **Asset Based**. 6. Click **Save**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip Select the asset-based model for stockrooms that distribute internal company hardware like employee laptops and mobile phones. **Considerations for Location Tracking Types** - **Read-Only Configurations:** After a product item links to a location, tracking configuration fields become read-only to make sure that you maintain data integrity. - **Product Transfer Requirements:** The system permits transfers only between locations that share identical inventory models. Mismatched location tracking types block the transfer. - **Consumable Workflows:** Non-serialized products don't use asset-based tracking logic. Lightweight consumables maintain standard inventory behaviors automatically. #### See Also - [Location Usage Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_location_types.htm&release=264.0.0&type=5 "Manage IT Hardware Asset Management inventory models seamlessly within a single Salesforce org. Defining the inventory model at the location level makes sure you use consistent logic for all workspace items.") - [Considerations for Location Usage Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_location_usage.htm&release=264.0.0&type=5 "Define the inventory model at the location level to maintain consistent logic and prevent data corruption. Review these rules and validations before managing location usage types.") # Configure Manual Pause for Milestones for IT Services Give your IT team control over service delivery timelines so that they can manually pause and resume milestones for service-level agreements (SLAs) that apply to incidents, problems, and changes. When this feature is enabled, support reps can temporarily halt SLA timers for unexpected external dependencies or stakeholder actions. It also provides visibility by tracking the date, time, and duration of the pause. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To edit entitlement settings: Customize Application
1. From Setup, in Quick Find, enter SLA, and then select **Entitlement Settings** under SLA Management. 2. Select the **Pause Milestones Manually** checkbox. 3. Save your changes. # Configure Marketing Cloud Engagement for Safety Cloud You can use Marketing Cloud Engagement to send confirmation and status update emails with Safety Cloud. The Health Verification record status spurs email generation. ### Required Editions
Available in: Enterprise and Unlimited Editions
To send confirmation and status update emails, you must configure Engagement with your org. Configuring Engagement involves these tasks: - Creating an installed package within Engagement. - Adding the Marketing Cloud Engagement API as a Salesforce Authentication Provider. - Adding the callback URL to your Engagement Package and Authenticate. - Preparing to send COVID-19 Health Verification notifications to Safety Cloud customers. - Configuring Occasion Email Mapping records for the send definitions configured in Engagement. - Scheduling the confirmation and verification emails. - **[Set up Marketing Cloud Engagement for the Safety Cloud Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_mc_setup_hv.htm&release=264.0.0&type=5)** If you plan to use Marketing Cloud Engagement to send initial confirmation and status update emails, create an installed package in Engagement and set up the Marketing Cloud Engagement API. #### See Also - [Set up Marketing Cloud Engagement for the Safety Cloud Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_mc_setup_hv.htm&release=264.0.0&type=5 "If you plan to use Marketing Cloud Engagement to send initial confirmation and status update emails, create an installed package in Engagement and set up the Marketing Cloud Engagement API.") # Configure Microsoft 365 Integration for IT Compliance Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To access the Microsoft 365 and Azure Integration Setup: System Administrator
The Microsoft 365 and Azure Integration guided setup is a shared tool used by multiple Salesforce features. While the foundational connection steps are standard, IT Compliance admins must select specific settings, such as the target object, to ensure policy documents sync correctly between Microsoft Word and Salesforce. 1. Prepare your environment by creating and logging into a Microsoft Azure account and assigning Microsoft 365 licenses to your users. See [Prepare for Microsoft 365 and Azure Integration](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_prepare_for_microsoft_365_and_azure_integration.htm&type=5&language=en_US). 2. Assign the required Permission Set Licenses and Permission Sets for Policy Management for Microsoft 365 to your users. 3. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important A secret client ID is generated when you set up the Microsoft Azure app. It's important to note it down somewhere as this client ID is only shown once. Register your application in Microsoft Azure, create a SharePoint site for document storage, and connect your SharePoint Site to the Microsoft Azure app. See [Configure a Microsoft Azure App and Create a SharePoint Site](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_configure_a_microsoft_azure_app_and_create_a_sharepoint_site_site.htm&type=5&language=en_US). 4. Configure the Auth Provider and Named Credentials to secure the connection between systems. See [Configure an Auth Provider](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_configure_an_auth_provider.htm&type=5&language=en_US). 5. When you link Salesforce to Microsoft Azure, by default, Salesforce updates your Salesforce email address and username with the username and email address for your Microsoft Azure account. Turn this off to prevent this behavior. See [Disable automatic synchronization of username and email address](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_disable_automatic_synchronization_of_username_and_email_address.htm&type=5&language=en_US). 6. Choose a named credential to connect Salesforce with Microsoft 365 and Azure securely. You can create a new connection or select an existing one. See [Set up a named credential](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_set_up_a_named_credential.htm&type=5&language=en_US). 7. Select the SharePoint site and drive where your policy documents will be stored. See [Select a SharePoint Site and Drive](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_select_a_sharepoint_site_and_drive.htm&type=5&language=en_US). 8. Select **Compliance Policy Version** as the target object and **All** as the corresponding record type to configure external document storage to define which Salesforce records can be edited in Word. For more instructions, see [Set Up External Document Storage](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_set_up_external_document_storage.htm&type=5&language=en_US). 9. Deploy the Salesforce Compliance Policy Version Connector add-in to your users' Microsoft Word through a centralized deployment to all or specific users. Users will then be able to insert the add-in into their Micorsoft Word account. 1. [Deploy the add-ins in the Microsoft 365 admin center](https://learn.microsoft.com/en-us/microsoft-365/admin/manage/manage-deployment-of-add-ins?view=o365-worldwide). Salesforce recommends using this method. 2. Alternatively, deploy the add-in from Microsoft AppSource. Go to the Salesforce Policy Connector for Word page to deploy the add-in. See [Deploy and Configure the Microsoft 365 Word Add-In](https://help.salesforce.com/s/articleView?id=ind.sf_contracts_ms365_minimum_pri_deploy_addin.htm&type=5&language=en_US) for detailed steps. 10. Insert the Salesforce Policy Connector for Word add-in to your Microsoft account. 1. Open a policy document in Microsoft 365. 2. From the menu, click **Home** and then click **Add-ins.** 3. Click **More Add-ins**. 4. Select **Salesforce Policy Connector for Microsoft Word**, and click **Add**. # Configure Notifications for Teams Apps for IT Services Employees and IT teams can receive automatic notifications in Microsoft Teams for critical updates, such as incident status changes and approval requests. To use these proactive notifications, set up an Azure Bot and configure your notification channels. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Microsoft Teams: MicrosoftGraphAccess permission set
1. Set up the Microsoft Azure bot. 1. Log in to the [Azure portal](https://portal.azure.com). 2. Search for Azure Bot and select it. 3. On the Azure Bot page, select **Create**. 4. On the Create an Azure Bot page, configure these details: - In the Bot handle box, enter a unique name for your bot. For example, SalesforceEmployeeBot. - In the Subscription list, select your Azure subscription. - In the Resource group list, select an existing resource group or create a resource group. - In the Data residency list, select **Global**. 5. Under Pricing, select **Change plan**, and then select the **Standard** pricing tier. 6. Under Microsoft App ID, configure these settings: - In the Type of App list, select **Single Tenant**. - In the Creation type list, select **Create new Microsoft App ID**. 7. Select **Review + create**, and wait for the validation process to complete. 8. Select **Create**. 9. After the deployment is complete, select **Go to resource**. 10. In the left navigation pane, under Settings, select **Channels**. 11. From the list of available channels, select **Microsoft Teams Commercial**, and then agree to the terms of service if prompted. 12. Select **Apply**. 13. In the left navigation pane, under Settings, select **Configuration**. 14. Find the Microsoft App ID field, and copy the value to a secure location. You will need this value later for your Teams app manifest. 2. Set up the Microsoft Teams Bot App. 1. Log in to the [Microsoft Teams Developer Portal](https://dev.teams.microsoft.com). 2. Select the **Apps** tab. 3. Select **\+ New app**. 4. In the dialog box, enter a name for the application. For example, SalesforceEmployeeBot. 5. Select **Create**. 6. In the left navigation pane, under Configure, select **App features**. 7. Under Identify your bot, select an existing bot or create a new bot. 8. Under What can your bot do?, select the checkboxes for the features you want to enable: - Upload and download files: Allows the bot to send and receive files. - Only send notification: Limits the bot to one-way outgoing messages. - Supports audio calls: Enables Voice over IP functionality. - Supports video calls: Enables video communication features. 9. Under Select the scopes where people can use your bot, choose the environments where the bot to be available: - Personal: Users can interact with the bot in a one-on-one private chat. - Team: The bot can be added to specific teams for collaborative tasks. - Group chat: The bot can be added to multi-user chats outside of a specific team. 10. Save your changes. 11. In the left navigation pane, under Configure, select **Basic information**. 12. Fill in all the fields with relevant information. 13. For website URLs, provide your portal url. 14. In the Application (client) ID field, enter the App ID for the Azure AD bot app you created earlier. 15. After you complete the configuration, your manifest.json file should look like the following example. ``` { "$schema": "https://developer.microsoft.com/en-us/json-schemas/teams/v1.23/MicrosoftTeams.schema.json", "version": "1.0.0", "manifestVersion": "1.23", "id": "02515a34-b249-44e0-9908-244dc8d5dcb2", "name": { "short": "test-notifications", "full": "test-notifications" }, "developer": { "name": "Your Webiste", "websiteUrl": "https://yourwebsite.com", "privacyUrl": "https://yourwebsite.com", "termsOfUseUrl": "https://yourwebsite.com" }, "description": { "short": "short description", "full": "Long Description" }, "icons": { "outline": "outline.png", "color": "color.png" }, "accentColor": "#ffffff", "bots": [ { "botId": "6b748562-dee8-4c5a-9053-2d07e80ab54b", "scopes": [], "isNotificationOnly": false, "supportsCalling": false, "supportsVideo": false, "supportsFiles": false } ], "validDomains": [], "webApplicationInfo": { "id": "6b748562-dee8-4c5a-9053-2d07e80ab54b" } } ``` 16. To view the file in the portal, go to **App package editor**, and then select manifest.json. 17. Go to the [Azure Portal](https://portal.azure.com/) home page and search for the bot app by name. 18. In the Manage section, select **API permissions**, and then assign the required permissions. 19. Select **Add a permission**. 20. Select **Microsoft Graph**. 21. Select the **Application permissions**. 22. Select the these permissions. - Chat.Create - Chat.ManageDeletion.All - Chat.Read.All - Chat.Read.WhereInstalled - Chat.ReadBasic.All - Chat.ReadBasic.WhereInstalled - Chat.ReadWrite.All - Chat.ReadWrite.WhereInstalled - Chat.UpdatePolicyViolation.All - ChatMember.Read.All - ChatMember.Read.WhereInstalled - ChatMember.ReadWrite.All - ChatMember.ReadWrite.WhereInstalled - ChatMessage.Read.All - Organization.Read.All - Organization.ReadWrite.All - TeamsActivity.Read.All - TeamsActivity.Send - User.Read.All - User.ReadBasic.All - User.ReadWrite.All 23. Select **Add permissions**. 24. Select **Grant admin consent** (for your tenant). 25. Go to [Microsoft Teams Developer](https://dev.teams.microsoft.com/apps) portal. 26. In the navigation bar, select **Distribute**. 27. Select **Publish to your org**. After the admin approves the request, the app is available for users in your company. 28. In the installation dialog, select **Add**. 29. To verify the installation, open the bot in a chat window, and then send a message to confirm that the bot responds. 3. Set up Named Credentials. 1. In the Quick Find box, enter Named Credentials and select **Named Credentials**. 2. Select the **External Credentials** tab. 3. Select **AzureBotAuthClientCredentialsEC** from the list. 4. Select **Edit**. 5. Find the Identity Provider [URL](https://login.microsoftonline.com/tenant-id/oauth2/v2.0/token) field and replace the {tenant\_id} placeholder with your actual Azure Bot Tenant ID. 6. Save your changes. 7. Scroll down to the Principals section. 8. For the NamedAuthPrincipal, select the action dropdown and choose **Edit**. 9. In the Edit Principal dialog box, enter the Azure Bot Client ID and Client Secret into the respective fields. Get the client ID and client secret from Azure AD app that was created earlier. 10. Select **Save**. 11. Verify that the Authentication Status for the principal is updated to Configured. 12. Repeat steps from c to k for the MSTeamsClientCredentialsEC External Credential. Ensure you update the {tenant\_id}, [URL](https://graph.microsoft.com), and provide the correct Client ID and Secret. 4. Set up notifications. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Notification for Employee Service card, select **Get Started**. 3. Turn on Notification for Employee Service. 4. From Setup, in the Quick Find box, enter Notifications and select **Multi-channel Notifications** under Service Notifications. 5. Under the Channels section, turn on Teams. 6. On the All Notifications list, select **New**. 7. In the Basic Information field, enter Incident Update for the Notification Name. 8. In the Reference Object field, select **Incident**. 9. Select **Next**. 10. In the Trigger Conditions page, select **Update** as the Trigger Type. 11. Configure the condition by setting Resource to Status, Operator to Is Changed, and Value to True. 12. Select **Next**. 13. In the Notification Content and Channels page, select the **Teams** tab. 14. Turn on Activate Teams notification. 15. Select app as **Salesforce IT Service** or **Salesforce IT Desk**. 16. From the Recipient dropdown list, choose **Assigned User ID (User Field)**. You can select multiple recipients. 17. In the Message Title field, enter message title. For example, Incident {{Incident.Id}} Updated 18. In the Message Body field, enter the message body. Updated Incident Subject: {{Incident.Subject}} With Priority: {{Incident.Priority}}. 19. From Choose Actions list, choose **View Record**. 20. Select **Next**. 21. On the Summary page, turn on activate notification preferences. 22. Save your changes. # Configure Notifications for Your IT Teams Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To design notifications Design Notifications
Before you configure notifications, make sure that: - Email templates you plan to use are created and available in your org. See [Email Templates](https://help.salesforce.com/s/articleView?id=sales.email_templates_landing_page.htm&type=5&language=en_US). - Slack integration is set up and your Salesforce org is connected to a Slack workspace. See [Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack.htm&release=264.0.0&type=5 "Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace."). - Microsoft Teams integration is enabled and connected to your Salesforce org. See [Set Up Microsoft Teams For IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&release=264.0.0&type=5 "Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.") 1. Turn on the notifications feature and set up the channels you want to use. See [Enable IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_enable_feature.htm&release=264.0.0&type=5 "Use Salesforce Go to enable and configure notifications for your IT service team and employees."). 2. Create a custom notification. 1. On the Notifications setup page, click **New**. 2. Enter the basic information.
Basic Values
Field Description
Notification Name Enter a descriptive name, for example, High Priority Incident Created.
Reference Object

Select the object that triggers the notification. Supported objects are:

  • Incident
  • Problem
  • Change Request
  • Release
  • Case
  • Service Request
  • Asset
  • Work Order
  • Product Request
  • Compliance Policy Communication Response
  • Risk Evaluation Survey Invitation
  • Compliance Evidence Request
  • Change Advisory Board Related Change Request
  • Change Advisory Board Meeting Related Change Request
  • Change Advisory Board Meeting
  • Compliance Issue

You can also select published custom objects, which appear in a separate Custom Objects section. Custom objects support the same triggers, conditions, and channels as standard objects.
Usage Type

Select how to use the notification:

  • Direct Notification: Sends notifications directly based on configured trigger conditions. You can invoke direct notifications from flows.
  • Related Object: Sends notifications based on changes to a related (child) object of the reference object. To configure related object notifications, including Parent Update, Associate, and Disassociate triggers, see Configure Related Object Notifications for IT Services.
  • SLA/OLA: Associates the notification with service-level agreement (SLA) or operational level agreement (OLA) milestone actions. Use these notifications to send updates when milestone actions occur. If you select SLA/OLA, see Configure SLA-based Notifications for IT Services.
3. Click **Next**. 3. Define trigger conditions. 1. Choose when notifications are sent. Here's an example: Trigger Conditions | Field | Example input | | --- | --- | | Event Type | Create | | Condition | All Conditions Are Met (AND) | | Resource | Priority | | Operator | Equals | | Value | High | 2. Click **Next**. 4. Configure notification content and channels. 1. Activate Email notifications. Email | Field | Description | | --- | --- | | Activate Email notifications | Turn on the option. | | Sender | Select the sender address for the email. The default sender is no-reply@salesforce.com. To send from another address, add and verify org-wide email addresses, which then appear in the Sender list. | | Recipient | Select the users, contacts, accounts, public groups, or queues that receive notifications. You can also notify the managers of the selected recipients. | | Template Selection | Select a prebuilt template or create a new Lightning Email template. | | Subject and Message | Preview the email content. | 2. Activate In-app notifications. In-App | Field | Description | | --- | --- | | Activate In-app notifications | Turn on the option. | | App | Select where the notification appears, such as Employee Portal or Salesforce Console. | | Recipient | Select users to receive notifications. | | Notification Title | Enter a concise title, for example, Incident Created. | | Notification Body | Enter the message. Merge fields are supported. | 3. Activate Slack notifications. Slack | Field | Description | | --- | --- | | Activate Slack notifications | Turn on the option. | | Select Agent or App | Select the Salesforce app to post the notification, or select an agent to deliver the notification proactively. When you send through an agent, recipients can reply and take action conversationally from the notification. | | Recipient | Select users or user fields, such as Reported By ID, to receive notifications. | | Notification Body | Enter the message. Merge fields are supported. To format the message with rich layouts, hyperlinks, and images, add Slack Block Kit content. | | Action Type | Select **View Record**. | | Action Label | Customize the button text. | 4. Activate Microsoft Teams notifications. Teams | Field | Description | | --- | --- | | Activate Microsoft Teams notifications | Turn on the option. | | Select app | Select the Teams app. For example, Salesforce IT Service or Salesforce IT Desk. | | Recipient | Select users or user fields, such as Reported By ID, to receive notifications. | | Message Title | Enter a concise title, for example, Incident Created. Merge fields are supported. | | Message Body | Enter the message. Merge fields are supported. | | Action Type | Select **View Record**. | | Action Label | Customize the button text. | 5. Review and activate the notification. 1. On the Summary screen, review the basic information, trigger conditions, and configured channels. 2. Turn on Activate notification preferences. 3. Save your changes. 6. Test a notification. 1. On the All Notifications page, open the actions menu for a notification. 2. Click **Test Notification**. 3. Select a record from the reference object to preview the notification. 4. Select one or more channels to test. Channels disabled in Notifications Setup aren’t available for testing. To test a channel, first enable it in Notification Setup. 5. In Delivery Destination, select users by name or email to receive the test notification. 6. Click **Send Test**. 7. Verify that the notification content and delivery appear correctly across the selected channels. # Configure Objects and Fields for Workforce Scheduling Define the service appointment statuses and resource absence types that Workforce Scheduling depends on. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Configure these objects and fields before you turn on and use Workforce Scheduling. - **[Create Service Appointment Statuses](https://help.salesforce.com/s/articleView?id=service.wfs_create_service_appointment_statuses.htm&release=264.0.0&type=5)** Define the statuses a service appointment moves through, and map each status to a status category that reflects its stage. - **[Create Resource Absence Types](https://help.salesforce.com/s/articleView?id=service.wfs_create_resource_absence_types.htm&release=264.0.0&type=5)** Add the types of time off and unavailability that you track for service resources, such as vacation or medical leave. - **[Set Default Statuses for Categories](https://help.salesforce.com/s/articleView?id=service.wfs_set_default_statuses_categories.htm&release=264.0.0&type=5)** Set the default service appointment status that scheduling applies at each stage of an appointment's lifecycle. # Configure Omni-Channel for Salesforce Voice Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To set up Omni-Channel and to create presence statuses: Customize Application
To create permission sets: Manage Profiles and Permission Sets
To assign permission sets: Assign Permission Sets
1. Clone the Salesforce Voice Contact Center Rep permission set. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Find the Salesforce Voice Contact Center Rep permission set, and then click **Clone**. 3. Enter Salesforce Voice Contact Center Rep (SFDC) as the permission set name. 4. Save your changes. 2. Create a presence status so reps can indicate when they’re available for phone calls. 1. From Setup, in the Quick Find box, enter Presence, and then select **Presence Statuses**. 2. Click **New**. 3. For Status Name, enter Available. 4. For Status Options, select Online. 5. Add the **Phone** service channel to the Available Channels list. 6. Save your changes. To add more statuses, repeat the steps. For example, you can create a “Busy” presence status. 3. Assign the presence status to reps so they can indicate when they’re available to accept calls. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Find the permission set that you cloned. 3. Click **Service Presence Statuses Access**. 4. Click **Edit**. 5. In the Available Service Presences list, select the presence status that you created, and then click **Add** to associate it with permission set. Reps who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them. 6. Save your changes. 4. Add the Omni-Channel utility to your Lightning Service Console. 1. From Setup, in the Quick Find box, enter Apps, and then select **App Manager**. 2. Click the dropdown next to the Service Console app that you want to add Omni-Channel to, and then click **Edit**. 3. Under App Settings, click **Utility Items (Desktop Only)**. 4. Click **Add Utility Item**. 5. In the window, search for Omni-Channel. 6. Click **Omni-Channel**. 7. Click **Save**, and then exit the App Manager. 5. Optionally, give reps a set amount of time after a call ends to wrap up their work. 1. From the Service Channels page in Setup, edit or create a channel based on Voice or Messaging. Alternatively, from the Presence Configurations page in Setup, edit or create configuration. The Voice service channel is automatically created when you turn on Voice. 1. In the After Conversation Work Time section, select **Give agents wrap-up time after conversations**. 2. In the Duration (seconds) field (required), enter the number of seconds that reps have to complete their closing work after a conversation. The value must be from 30 to 3,600 seconds. 3. To let reps extend their ACW time, select **Let agent extend timer** and add the extension duration in seconds. Also, choose the maximum number of times reps can extend their ACW. 4. Save your changes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Make sure that the After Conversation Work component is added to the Voice Call page layout. Otherwise, reps don’t see the countdown. Salesforce Voice is now set up so that Connect reps can log in to Omni-Channel. # Configure Omni-Channel Routing Build an Omni-Flow to save pre-chat data to the Messaging Session and route proactive service requests to the Agentforce Service agent. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
User Permissions Needed
To open, edit, create, activate or deactivate a flow using all flow types, elements, and features available in Flow Builder, including Einstein for Flow: Manage Flow
To set up Omni-Channel Flow and Enhanced Chat: Customize Application
Before you begin, you must have an Omni-Channel flow that already handles pre-chat data. Learn more in [Map Pre-Chat Values in Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&language=en_US&type=5). Omni-Channel routing makes sure that proactive chat requests reach the Agentforce Service Agent rather than a human agent. Before the system directs the request to an agent, the flow uses an Update Records element to save the pre-chat input variables to the Messaging Session object. This process allows the agent to access campaign details and prompt instructions even if a session ends and a new one starts within the same conversation. 1. From Setup, in the Quick Find box, enter Flows, and select **Flows**. 2. Select **New Flow** and select **Omni-Channel Flow**. 3. Use a **Get Records** element to find the current messaging session using the recordId input. 4. Add an Update Records element to save the pre-chat parameters to the Messaging Session record Map the hidden parameters you created, such as the Service Campaign ID and Agent Prompt, to the custom fields on the Messaging Session object. 5. Add a **Route Work** action to the canvas. 6. Select **Messaging** as the service channel. 7. Select **Agent** as the route to type and select your Agentforce Service agent. 8. Click **Done**. 9. Save the flow and enter a unique name. 10. Click **Activate** to run the new routing logic in your org. #### See Also - [Persist Pre-Chat Inputs Across Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.miaw_handle_sessions.htm&language=en_US) # Configure Omni-Channel Unified Routing Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
Do you want to configure Omni-Channel Unified Routing for telephony partners other than Amazon? See [Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.omni_unified_routing_byot.htm&release=264.0.0&type=5 "Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it."). ## Configure Omni-Channel Unified Routing in Salesforce Start configuring Omni-Channel Unified Routing for voice calls in Salesforce. These instructions show setup for queue-based routing. Before you begin: - In [Omni-Channel settings](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US), turn on Enhanced Omni-Channel and Enable Skills-Based and Direct-to-Agent Routing. If you are using Standard Omni-Channel, [upgrade to Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US). - Turn on Salesforce Voice through one of the supported telephony models: [Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_enable.htm&release=264.0.0&type=5 "When you turn on Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance.") or [Service Cloud Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_setup.htm&release=264.0.0&type=5 "You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources."). - Make sure you have an Amazon Contact Center created according to the telephony model specifications and that you have [claimed a phone number in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5 "Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice)."). - [Add users to your contact center](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5 "Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.") and make sure that they are mapped to telephony provider users. - Request an evaluation of the Amazon Connect Service API rate limit for the UpdateContactRoutingData API to meet call volume needs. See [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS."). - Make sure you have access to sample Amazon Connect flows. New contact centers include access to Unified Routing sample flows directly in Amazon Connect. For preexisting contact centers, download JSON files from the [Sample Salesforce Voice flows](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) page in GitHub and import them into your Amazon Connect instance. Our documentation references these flows: - Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation (queue-based routing) - Sample SCV Omni-Channel Subflow - Omni Routing for Skills - Sample SCV Omni-Channel Subflow - Omni Routing for Direct To Agent - Sample SCV Transfer Flow For Omni Routing Transfers - Sample SCV Voicemail Subflow for Omni Routing ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note These instructions follow our strong recommendation to create a separate holding queue for Omni-Channel Unified Routing. This recommendation works for most customers. For existing Voice customers migrating Voice to Omni-Channel Unified Routing who have applications that require queue information in Amazon Connect, we provide configuration recommendations in the Optional: Configure Omni-Channel Unified Routing in Salesforce but Keep Queues in Amazon Connect section. 1. From Setup, in the Quick Find box, enter and select `Amazon Setup`. Scroll down to More Voice Settings and turn on **Update Amazon Connect Queues and Routing Profiles**. 2. Verify that [Omni-Channel is enabled](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&release=264.0.0&type=5 "Before you can turn on Voice, enable Omni-Channel so your support team can make and receive calls."). 3. Verify that you have a service channel for routing voice calls or [create a service channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) for routing voice calls. 4. Return to the Quick Find box in Setup and enter `Routing Configurations`. [Define a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US) or edit an existing routing configuration. 1. Set **Routing Model** to **Most Available** or **Least Active**. The External Routing selection isn’t compatible with Omni-Channel Unified Routing. 2. Set **Percentage of Capacity** to 100%. 5. Return to the Quick Find box in Setup and enter `Queues`. [Create a Salesforce queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US) with Voice Call as a **Supported Object**. Associate the queue with the routing configuration defined in Step 4. Create additional queues as needed for your contact center, based on your routing needs and business logic. 6. In addition to the queues you created for routing, set up a separate queue in Salesforce with Voice Call as a **Supported Object**. You can name it whatever you want, but conceptually this is your holding queue. It will be mapped to a working queue in Amazon Connect. 1. Associate your holding queue with a routing configuration that has a routing model of Most Available or Least Active (not External Routing). 2. Don’t add any contact center users to the holding queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This holding queue that’s mapped to a working queue in Amazon Connect satisfies one of the core requirements for this feature. It makes sure that reps have access to the queue set in the **Set working queue** block in the Amazon Connect flow, which is a prerequisite to connect the call. 7. Return to the Quick Find box in Setup and enter `Amazon Contact Centers`. Select your Amazon Connect Contact Center. 8. In the Contact Center Details section, click **Enable Unified Routing**. ![Enable Unified Routing button selected on the Contact Center Details section of the contact center](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_enable.png) 9. Under Contact Center Queues, add the holding queue you created to the contact center. 1. For Salesforce Queue, select the queue created in Step 6. 2. For Amazon Connect Queue, select **Automatically create the queue**. This maps the Salesforce queue to a new queue in Amazon Connect. ![Add the holding queue to the center with Automatically create the queue selected under Amazon Connect Queue and Hours of Operation set to Basic Hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-add-holding-queue.png) 10. Go to the Contact Center Groups section and [add a new contact center group to the Amazon Connect Routing Profile](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales."). 1. Associate the holding queue to this contact center group. ![Add contact center group with the Amazon Connect Basic Routing Profile selected and BasicQueue as the Default Outbound Queue and the Global Queue added to Associated Queues list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-add-cc-group.png) 11. Assign contact center users to groups. 1. Go to the Contact Center Users section and select the checkboxes next to users in the contact center. Click **Assign to Group**. Under Contact Center Group, select the group you made, and then save your work. 2. If you have multiple contact center groups, make sure each user is assigned to a group and that the holding queue is associated with each group. 12. Go to the Contact Center Channels section, [create a Contact Center Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5 "To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed."). 1. To route this phone channel’s calls to a specific queue, select **Queue** in the Call Routing Type field, and then enter the name of the Salesforce queue you want to route calls to. 2. To route this phone channel’s calls with an Omni-Channel flow, select **Omni-Channel Flow** in the Call Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue. 3. To learn more about [direct-to-rep](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&release=264.0.0&type=5 "Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives.") or [skill-based routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&release=264.0.0&type=5 "Using Unified Routing with Omni-Channel, route voice calls with Omni-Channel skills. Make sure that a rep who has the correct skills to solve the problem takes the call."), follow our linked documentation. After Salesforce configuration is complete, finish Omni-Channel Unified Routing basic setup in Amazon Connect. ## Optional: Configure Omni-Channel Unified Routing in Salesforce but Keep Queues in Amazon Connect For existing Voice customers migrating to Omni-Channel Unified Routing who have applications that require queue information in Amazon Connect, a holding queue is recommended but isn’t required for queue-based routing. However, you must make sure that you follow these recommendations to ensure that telephony requirements are met. - All of your Amazon Connect queues are mapped to Salesforce queues. Queues must be present inside Salesforce because Omni-Channel handles the routing instead of Amazon Connect. - Create a Salesforce contact center group for each routing profile in Amazon Connect. If you don’t use a holding queue, make sure that all reps have access to the queue set in the **Set working queue** block, which is a prerequisite to connect the call. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip A holding queue is required for routing calls to a skill, direct-to-rep routing, and transferring calls with Omni-Channel Unified Routing. On its own, maintaining queue mapping won’t satisfy the core working queue requirement for these routing features. ## Configure Unified Routing in Amazon Connect Finish the basic setup for voice calls to use Omni-Channel Unified Routing in Amazon Connect. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip New contact centers include access to Unified Routing sample flows directly in Amazon Connect. For preexisting contact centers, download JSON files from the [Sample Salesforce Voice flows](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) page in GitHub and import them into your Amazon Connect instance. Unless specified in help content, select Create flow to import instead of selecting a specific flow type. For instructions on how to import flows, see the [Import/export flows](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html) page in the Amazon Connect Administrator Guide. After importing, make sure to update Invoke AWS Lambda function blocks by selecting a lambda that matches your contact center instance. 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, go to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. Make sure all reps in your contact center have auto-accept enabled in Amazon Connect so that Omni-Channel can handle routing and accepting calls. Auto-accept is on by default for reps added to a contact center after Unified Routing is enabled in Salesforce. For all other reps, such as preexisting users in the contact center, follow Amazon’s instructions to [enable auto-accept calls](https://docs.aws.amazon.com/connect/latest/adminguide/enable-auto-accept.html) for reps. 3. Follow Amazon’s instructions to [create a predefined attribute for routing contacts](https://docs.aws.amazon.com/connect/latest/adminguide/predefined-attributes.html) to reps. Make sure your security profile has the permissions required to add predefined attributes to Amazon Connect. 1. Set **Predefined attribute** to **Routing**. Because Salesforce uses this value as part of an API call, you must use **Routing**. 2. Set **Value** to **True**. ![Set predefined attribute](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_predefined_attribute.png) 4. In Amazon Connect, select **Routing** and then select **Flows**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup. For example, edit your inbound flow to meet the requirements below. - If you’re using our sample flows end-to-end, edit the Sample SCV Inbound Flow to transfer to the Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation flow. 5. Edit the Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation flow or your preexisting inbound flow that’s connected a phone number according to your business needs. While Salesforce provides sample Amazon Connect flows as a reference, each organization usually adds unique business logic to their flow implementations. If you are updating an Amazon Connect flow to enable Omni-Channel Unified Routing, reference the example flow (Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation) and keep these considerations and requirements in mind. ![Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation with callouts on a Set routing criteria block and Set working queue block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_flow_considerations.png) 1. Include a **Set Routing criteria** block (1) before the Invoke AWS Lambda function block that invokes the executeOmniFlow method. ![Set routing criteria block with Set manually selected, Requirements lists a Requirement type of Predefined attribute and a Routing (True) >= 1 requirement and Expiration set to Never expire.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-set-routing-criteria.png) 2. If you’re using the holding queue approach that we recommend, the **Set working queue** block (2) should be set **By Queue** manually to the working (holding) queue. ![Set working queue block with By queue selected, Set manually selected, and the holding queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-config-set-working-queue.png) 3. If you’re an existing Voice customer migrating to Omni-Channel Unified Routing and you want to maintain your current configuration in Amazon Connect, the **Set working queue** block (2) should be set **By Queue** dynamically to have the queue value returned by executeOmniFlow. This value can be accessed using Namespace as External and Key as queue, as shown in the screenshot. You can also set the queue manually by using a specified queue ARN. ![Set working queue block with By queue selected, Set dynamically selected, Namespace as External, and Key as queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_flow_considerations_working_queue.png) 6. Save your work and publish the flow. # Configure Omnichannel Components Manually for IT Services Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about other Salesforce objects, such as cases or leads, apply the same concepts to Agentforce IT Service objects, such as incidents. 1. [Create a service channel](https://help.salesforce.com/s/articleView?language=en_US&id=service.service_presence_create_service_channel.htm&type=5) to route cases to available reps. 2. [Create a queue](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US) for holding incoming work for a group of reps. Define a routing configuration to ensure work is evenly distributed and high-priority items are routed accordingly. 3. Assign the Service Cloud User license to users who will use Omni-Channel. Create presence statuses for reps to show they are available. Make these statuses available with permission sets or profiles, and add reasons for why reps can decline. See [Set Up Service Reps](https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&type=5&language=en_US). 4. To let reps access work items from where they work, [add the Omni-Channel component to your Lightning app](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US). 5. To select which supervisors can use the Default Supervisor Configuration and add more actions and tabs, [set up and configure Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_supervisors.htm&type=5&language=en_US). # Configure OOTB Notification Templates Configure organizational return parameters, define multichannel communication templates, and map service-level agreement (SLA) tracking criteria. Setting up automation rules makes sure that the system accurately calculates tracking milestones and delivers notifications when hardware returns delay. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To configure SLA Rules and Notification Templates: Customize Application
Before setting up SLAs, configure the standard email templates dispatched to employees when a milestone breaches. 1. From Setup, enter Email Templates in the Quick Find box, then select **Classic Email Templates**. 2. Click **New Template**. 3. Select **Text**, then click **Next**. 4. Enter an Email Template Name. 5. Draft your email body by using dynamic placeholders to pull record metadata: - `{{EMPLOYEE_NAME}}`: Resolves the employee's name. - `{{DROP_OFF_LOCATION}}`: Resolves the designated return location. - `{{ASSET_LIST}}`: Generates a bulleted list of assigned hardware names and serial numbers. - `{{PORTAL_URL}}`: Resolves the employee-facing self-service return portal URL. 6. Insert the `{{PORTAL_URL}}` placeholder into the email body for return reminders to route employees directly to the intake form. 7. Save your template. # Configure Optimization for Field Work in Workforce Scheduling Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure optimization: Workforce Scheduling Admin
Configure the org-level defaults from **Scheduling and Optimization** in Setup, on the **Field Scheduling** tab. ## Set Pin Criteria for Optimization Pin criteria lock the start time of appointments in specific statuses so the optimization engine leaves them in place. Use pin criteria to protect appointments that are already dispatched, in progress, or committed to a customer. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. Under Optimization, select the **Pin Criteria** for each optimization type. Pin criteria determine which appointment statuses stay locked during an optimization run, for example, **Dispatched**, **In Progress**, or **Completed**. 4. Save your changes. Considerations: - Appointments in unselected statuses are candidates for the optimization engine to move, within the limits of your scheduling policies, work rules, and service objectives. - Pin criteria set here apply to optimization runs only. To pin appointments during scheduling actions, see [Pin Appointments by Status](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Pinned Service Appointments can’t be rescheduled by the Schedule action, the scheduling flow, or the Schedule and Appointment Booking APIs. Use pin criteria to protect appointments that are in flight or already committed to a customer."). ## Choose a Commit Mode Commit mode controls what happens when a user changes the schedule while an optimization run is in progress. Workforce Scheduling watches for conflicts across the optimized date range and one buffer day on each side. A conflicting change is any of these: creating or deleting a Service Appointment, creating or deleting a Resource Absence, or updating a Service Appointment’s Assigned Resource, Scheduled Start, or Scheduled End. Each optimization type has its own org-wide default Commit Mode: - Global Optimization defaults to Always Commit, because global runs are typically overnight when concurrent changes are rare and partial improvements are usually preferable to no change. - In-Day Optimization defaults to Rollback, because in-day runs happen during the working day when concurrent changes are likely, and rolling back protects the schedule from conflicts. - Resource Schedule Optimization (RSO) defaults to Rollback, because RSO covers a single resource’s day and rolling back on any concurrent change keeps the resource’s schedule consistent. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. Under Optimization, select the **Commit Mode** for each optimization type according to the [guidelines](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_commit_guide.htm&release=264.0.0&type=5 "Learn what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process, and how the system behaves depending on the selected Commit Mode."): - **Rollback**: If a potentially conflicting change occurs during the run, the optimization rolls back and the schedule stays unchanged. Rollback is the conservative choice: it protects the schedule from conflicts at the cost of losing the run’s improvements. - **Always Commit**: Optimization results commit even when concurrent changes occur. The schedule updates per the optimization results, though the change can create overlaps or scheduling discrepancies that need manual reconciliation. 4. Save your changes. Considerations: - Commit Mode applies to Global, In-Day, and Resource Schedule Optimization runs only. It doesn’t affect scheduling-flow or manual scheduling actions. - Rollback protects the schedule at the cost of losing an optimization run’s improvements when a conflict occurs. Expect more frequent rollbacks in orgs where the schedule changes often during optimization windows. - Always Commit favors improvement over consistency and can leave the schedule with overlaps that need manual reconciliation. #### See Also - [What’s Workforce Scheduling Optimization?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_what_is_opt.htm&release=264.0.0&type=5 "Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only.") - [Optimize Your Schedule in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize.htm&release=264.0.0&type=5 "Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only.") - [How Does Workforce Scheduling Optimization Work?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_how_it_works.htm&release=264.0.0&type=5 "Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only.") - [In-Day and Global Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") - [Resource Schedule Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5 "In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.") - [Guidelines for Using Workforce Scheduling Commit Mode](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_commit_guide.htm&release=264.0.0&type=5 "Learn what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process, and how the system behaves depending on the selected Commit Mode.") - [Configure Scheduling Behavior for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time.") # Configure Prebuilt Reports and Dashboards To track the performance of your contact center and reps, install the prebuilt Service Cloud reports and dashboards. These reports appear in the Reports tab within the Command Center for Service. You can copy, modify, and delete them, if needed. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
To use Rep Metrics, turn on **Skills-Based** and **Direct-to-Agent Routing** in Omni-Channel settings. 1. Before you install this feature, [turn on Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US). 2. From Setup, enter Service Cloud Reports in the Quick Find box, then select Service Cloud Reports. On the Service Cloud Reports page, you will see multiple sets of dashboards and reports. 3. Select the sets that you want to install and click **Install.** You have to reinstall them to get the latest version. If you reinstall them, the installation overwrites the previous versions of reports with the same dev names. To keep a report’s modifications, save the report as a new report before you run the installation again. 4. In Voice metrics, install the metrics you want by clicking Get Metrics. Rep Metrics and IVR Metrics are usually available by default, but if they aren't, you can add them by clicking Get Metrics. You can also access the Service Cloud Reports setup page from the Omni-Channel Home page. # Configure Proactive Service Detection Rules Define logic and criteria within Data 360 to identify customers who require outreach based on specific data thresholds or customer signals. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: LWR and Aura
User Permissions Needed
To access Data 360 Setup System admin profile OR Data 360 Architect permission set
Make sure that you’ve Data 360 data streams active, necessary Calculated Insights, and an active Service Campaign. Detection rules continuously monitor your data streams. When a customer record meets your criteria, the rule creates a Service Campaign Member record and triggers the outreach component on your site. For example, a rule triggers when a battery health score falls below 20 percent. 1. From the App Launcher, find and select **Data 360**. 2. Select the **Detection Rules** tab and select **New**. 3. Enter a unique name in the Rule Name field. 4. Select the **Data Model Object** or **Calculated Insight** to monitor. 5. Define the filter criteria in the Condition builder. 6. Select **Create Service Campaign Member** in the Action dropdown menu. 7. Select the relevant Service Campaign. 8. Select **Active** to begin monitoring. 9. Save your changes. # Configure Push Notifications for a Salesforce Console in Salesforce Classic Administrators can set up push notifications in a console so that users can see when a record they’re working on has been changed by others. ### Required Editions
User Permissions Needed
To configure push notifications: Customize Application
Push notifications are visual indicators on lists and detail pages in a console that show when a record or field has changed during a user’s session. For example, if two support agents are working on the same case, and one agent changes the Priority, a push notification appears to the other agent so he or she spots the change and doesn’t duplicate the effort. Choose when push notifications appear and which objects and fields trigger them: 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app, and click **Edit**. 3. In Choose How Lists Refresh, select when push notifications appear. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note If you don’t see this option, enable Streaming API in your org. | Option | Description | | --- | --- | | None | Lists don’t refresh and push notifications don’t appear. | | Refresh List | The entire list refreshes when there are any changes to it. Records are added or removed from the list based on the list’s criteria, but new records added to queues only refresh the record owner’s list. | | Refresh List Rows | Rows in the list refresh when there are any changes to fields selected for push notifications. | 4. In Choose How Detail Pages Refresh, select when push notifications appear. | Option | Description | | --- | --- | | Do Not Refresh | Detail pages don’t refresh and push notifications don’t appear. | | Automatically Refresh | The detail page automatically refreshes when a record is changed. | | Flag | A message appears on the detail page when a record is changed. | 5. Click **Select objects and fields for notifications**, and select **Edit**. The push notification settings you choose here apply to all your console apps. 6. Select the objects that you want to trigger push notifications. For example, if you want any changes to cases or case fields to trigger push notifications, move Cases from Available Items to Selected Items. 7. Under Fields, click **Edit** and choose the fields you want to trigger push notifications. 8. Click **OK**, then select **Save**. 9. Grant push notification users at least the “Read” permission on the Push Topics standard object. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important When the Require HttpOnly attribute is turned on for session security, push notifications don’t appear. - These objects and their fields are available for push notifications: accounts, contacts, cases, leads, opportunities, campaigns, tasks, and custom objects. - Push notifications aren't available in the console in Professional Edition. #### See Also - [Push Notifications in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications_view.htm&release=264.0.0&type=5 "Push notifications are visual indicators that appear when a record or field you’re viewing was changed by others.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") # Configure Quality Management for Service Interactions Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging and case. ### Required Editions
Supported Editions for Workforce Engagement Management
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Admins must manually create these permission set groups by adding the required permission sets. Salesforce doesn't provide these groups by default. Complete all the steps to avoid issues with the Quality Management configuration. ## Access the Quality Management Template Download the [Quality Management Assessment](https://docs.google.com/document/d/1suEZqLuJGGeGYOGSIp4qecwxvos7OjwL2cbmGuyLcU4/edit?tab=t.0) template. - **[Activate Discovery Framework Settings](https://help.salesforce.com/s/articleView?id=service.workforce_management_activate_discovery_framework_settings.htm&release=264.0.0&type=5)** Use Discovery Framework to support your quality management assessment configurations. - **[Activate Recording Settings](https://help.salesforce.com/s/articleView?id=service.worforce_engagement_activate_recording_settings.htm&release=264.0.0&type=5)** Use global recording and transcription settings within your org to process conversation data. - **[Define Assessment Categories](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_define_assesssment_categories.htm&release=264.0.0&type=5)** Create picklist values to group your evaluation questions into logical sections. These section names will also appear in the preconfigured reports on quality scores. - **[Configure Interface Layouts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_interface_layout.htm&release=264.0.0&type=5)** Add the Quality Management component to the interaction pages to help evaluators access forms. - **[Configure Sharing Rules for Quality Evaluations](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_sharing_rules_for_quality_evaluations.htm&release=264.0.0&type=5)** Set up sharing rules to ensure that quality analysts have the necessary permissions to access and evaluate interactions owned by service representatives. - **[Share Assessment Records with Quality Analysts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_share_assessment_records_with_quality_analysts.htm&release=264.0.0&type=5)** Configure sharing rules and organization-wide defaults to grant quality analysts read and write access to interaction assessment records. - **[Set Up Reporting](https://help.salesforce.com/s/articleView?id=service.setup_reporting.htm&release=264.0.0&type=5)** View quality evaluation data to track and analyze rep performance insights. # Configure Recording and Transcription Behavior in a Flow Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To configure recording and transcription in an Omni-Channel Flow:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
For example, you can create a flow from the Inbound Routing flow in the Agentforce Builder. To learn more, see Route Inbound Calls to a Voice-Enabled Agent. 1. From Setup, in the Quick Find box, enter Flows, and then select Flows. 2. Add IVR to Your Omni-Channel Flow. 3. In the section where you want to change the recording behavior, select **Set Recording and Transcription Behavior**. 4. To configure the element, enter a unique name in the Label field that describes the behavior. 5. In the Set Input Values section, configure these values: 1. Disable Recording: Select True to stop recording this segment of the call, or False to allow recording based on org-level settings. 2. Disable Transcription: Select True to stop real-time transcription, or False to continue generating a live transcript in the Conversation window. 3. VoiceCall Id: Enter the recordId variable to apply the settings to the current active call. 6. Save and activate your flow. Here’s a sample flow of a recording and transcription behavior for a call segment. ![Configure a flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_configure_flow.png) # Configure Related Object Notifications for IT Services Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To design notifications Design Notifications
- Enable multichannel notifications and configure channels. See [Enable IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_enable_feature.htm&release=264.0.0&type=5 "Use Salesforce Go to enable and configure notifications for your IT service team and employees."). - Create a notification with a reference object. See [Configure Notifications for Your IT Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5 "Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic."). 1. From Setup, in the Quick Find box, enter Multi-channel Notifications, and then select **Multi-channel Notifications**. 2. On the All Notifications page, click **New** to create a notification, or open an existing draft notification. 3. In Basic Information, select the reference object, and then set **Usage Type** to **Related Object**. 4. In the **Related Object** field, select the child entity that is related to the reference object. 5. Click **Next**, and then configure trigger conditions using one of these event types: - **Parent Update**: Trigger when the parent record changes. - **Associate**: Trigger when a child record is added to or linked with the parent record. - **Disassociate**: Trigger when a child record is removed from or unlinked from the parent record. 6. Configure recipients, content, and channels, and then save and activate the notification. You can use the same channel configuration options available for direct notifications. 7. Test the notification. 1. On the All Notifications page, open the actions menu for your related object notification. 2. Click **Test Notification**. 3. Select a record and destination, send the test notification, and verify the message in the selected channels. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example For example, an incident manager wants to notify fulfillers when an incident comment is added to a high-priority incident. The manager sets **Reference Object** to Incident, selects **Usage Type** as **Related Object**, and chooses the comment object in **Related Object**. The manager then sets the trigger type to **Associate** and configures Slack and in-app channels. When a new comment is added, the configured recipients receive the notification. # Configure Release Management for IT Services Enable the required settings for Release Management and configure additional features to work seamlessly with it. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up releases: View Setup and Configuration
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip To track your progress, select the checkbox next to each setup task after you complete it. 1. From Setup, in the Quick Find box, find and select Salesforce Go. 2. In the search box, find and select Release Management. 3. Click **Get Started**. 4. Turn on Release Management. 1. In the Turn on Release Management section, click **Turn On**. 2. Click **Confirm**. 5. To customize the page layout for releases, in the Add Components, Fields, and Actions to Lightning Record Pages section, click **Manage**. See [Customize the Release Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_page_layout.htm&release=264.0.0&type=5 "Customize the release page layout and configure the record page to capture key details for Release Management. Add required fields, related lists, and the action plan component to track dependencies and align processes with your business needs."). 6. To assign permission sets to release fulfillers and managers, in the Manage User Access section, click **Manage**. See [Release Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_perm_sets.htm&release=264.0.0&type=5 "Assign the necessary permission sets or permission set groups to users, based on their roles and responsibilities in your IT service team."). 7. To define custom fields and picklist values for release records, in the Manage Types of IT Releases section, click **Go to Setup**. See [Customize the Release Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_page_layout.htm&release=264.0.0&type=5 "Customize the release page layout and configure the record page to capture key details for Release Management. Add required fields, related lists, and the action plan component to track dependencies and align processes with your business needs."). 8. To configure the release approval process, in the Set Up Release Approval Process section, click **Go to Setup**. See [Design Advanced Approvals](https://help.salesforce.com/s/articleView?id=ind.qocal_design_advanced_approvals.htm&type=5&language=en_US). 9. Set up optional features, including release templates, notifications, and event types. - Define release templates to manage the stages of the release lifecycle and associated tasks. See [Stage Management for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_stage_mgmt.htm&release=264.0.0&type=5 "Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish."). - Configure release notifications to deliver IT service release updates through your preferred communication channels. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). - Set up predefined release event types on the IT Service Calendar to schedule and track releases more effectively. See [IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5 "Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts."). - Turn on default field validations to maintain data accuracy throughout the release lifecycle. Default field validations help prevent common errors during record creation and updates. These fields are validated and must meet the required input rules. | Validation Group | Fields with Default Validations | | --- | --- | | Planned dates | Planned Start Date, Planned End Date | | Actual dates | Actual Start Date, Actual End Date | | Deployment | Deployment Date | | Required fields | Name, Status, Type, Priority, Release Owner | # Configure Risk Management for IT Compliance Configure the features for risk management workflows in IT Compliance and turn on the default scoring expression set so every risk your team registers gets an automatic inherent and residual score. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To enable foundational services, activate Risk Management, and assign permission sets: Compliance Admin permission set
Risk scoring gives your team a standardized, quantitative way to measure the severity of threats facing your organization. Each risk gets an inherent risk score (the raw threat level before any safeguards) and a residual risk score (the threat level that remains after mitigating controls are applied). ## Enable the Business Rules Engine Turn on the Business Rules Engine so Salesforce can automatically calculate inherent and residual risk scores from the criteria you define. 1. From Setup, in the Quick Find box, enter Expression Sets, and then select **Expression Sets**. 2. Confirm that the **Expression Sets** list view is accessible. If it isn't, the Business Rules Engine isn't enabled in your org yet. 3. To enable the Business Rules Engine, follow the steps in [Get Started with Business Rules Engine](https://help.salesforce.com/s/articleView?id=ind.get_started_with_business_rules_engine.htm&language=en_US). ## Enable Context Services Turn on Context Services so the Business Rules Engine can pull the right risk data into each scoring calculation. 1. From Setup, in the Quick Find box, enter Context Service, and then select **Context Service**. 2. Turn on the **Context Service** toggle, and then refresh your browser. 3. Confirm that a **Context Definitions** tab now appears in your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Risk-specific context definitions appear after you activate Risk Management in Salesforce Go in the next task. ## Activate Risk Management in Salesforce Go Turn on Risk Management and Risk Scoring in Salesforce Go, activate the default risk scoring expression set, and assign permission sets so your admins and compliance team can start managing risks. 1. On the Salesforce Go page, click the **Features** tab, and then search for and select **Accelerate Trust with Unified Risk and Compliance**. 2. Next to **Risk Management**, click **Set Up**. 3. Turn on the **Risk Management** toggle. 4. Click **Manage User Access**, and then assign the IT Compliance permission sets to the administrators who configure risk scoring and to the compliance users who manage the risk lifecycle. 5. Turn on the **Risk Scoring** toggle. 6. From Setup, in the Quick Find box, enter Expression Sets, and then select **Expression Sets**. 7. Open the default risk scoring expression set, open its version, and click **Activate**. 8. Return to the **Risk Management** settings in Salesforce Go and refresh the page so Salesforce picks up the active expression set. 9. Configure the risk scoring parameters to match your business requirements. # Configure Routing and Travel for Workforce Scheduling Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Workforce Scheduling routing is used to calculate travel times between locations. Point-to-point predictive routing is always applied. The engine predicts travel times based on historical traffic patterns and routes using exact location coordinates for accurate travel time calculations. Aerial routing is used as a fallback when point-to-point predictive routing fails to calculate travel. With aerial routing, travel time is calculated by using the straight-line distance between the two points and the configured travel speed. Point-to-point predictive routing provides features to improve accuracy of travel calculations for different scenarios. [Travel Modes](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_create.htm&release=264.0.0&type=5 "Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only.") Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. Travel modes account for differences in routing, travel speeds, and start and end locations. Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. Dispatchers use the created travel modes to schedule appointments. Each new travel mode that you create requires its own routing engine ID. Workforce Scheduling includes ready-to-use travel modes for driving, walking, and cycling, with their travel times. Set up travel modes per territory, resource, or both for accurate routing calculations based on transportation type, toll road preferences, and the presence of hazardous materials. The default travel mode is set to car, using toll roads, and not carrying hazardous materials. Assign a travel mode to a service territory or service territory member. Service resources inherit the travel mode from their service territory member assignment. Service territory members without a specific assignment fall back to the service territory’s travel mode. [Default Travel Speed and Travel Time Buffer](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time.") The scheduling engine uses a default travel speed to estimate drive time when detailed map data isn’t available for a route segment. You can set the travel speed unit used for drive-time estimates, and the default travel speed. With a travel time buffer, you can systematically add extra time to the travel duration calculated for each service appointment to better schedule your workforce. Use a travel time buffer to define the additional minutes required for activities other than driving, such as finding parking, unloading technical gear, walking time in a building complex, or handoff on either end of a trip. The additional travel time is added to new service appointments when they’re scheduled or to preexisting appointments if the schedule changes. You can also define buffers per territory. - **[Routing Used for Workforce Scheduling Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_calculation.htm&release=264.0.0&type=5)** Workforce Scheduling calculates travel times so that mobile workers can complete more jobs in less time and arrive when customers expect them. Accurate routing reduces travel costs and improves service levels. Point-to-point predictive routing is the primary mechanism, with aerial routing as a fallback when a route can’t be predicted. Routing and travel time calculations are relevant to field appointments only. - **[Routing Fields and Country Coverage for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_fields.htm&release=264.0.0&type=5)** Reference the fields that Workforce Scheduling uses to calculate travel time, and check whether point-to-point predictive routing is available in the countries where your service resources work. Routing and travel time calculations are relevant to field appointments only. - **[Set Up Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_setup.htm&release=264.0.0&type=5)** Travel modes let Workforce Scheduling dispatchers schedule appointments based on a service resource’s preferred mode of transportation, such as driving, walking, or cycling. Set up travel modes, create the modes for your service resources, and assign them to a service territory or service territory member. Point-to-point predictive routing is always applied when scheduling appointments. Travel modes is applicable to field work only. - **[Create Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_create.htm&release=264.0.0&type=5)** Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only. - **[Assign a Travel Mode to a Service Territory or Service Territory Member in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_assign.htm&release=264.0.0&type=5)** Assign a travel mode to a service territory or service territory member so that the engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member’s assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. Travel modes are relevant to field work only. - **[Configure Workforce Scheduling Travel Time Buffers](https://help.salesforce.com/s/articleView?id=service.wfs_travel_time_buffers.htm&release=264.0.0&type=5)** Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. Travel time buffers are relevant to field work only. #### See Also - [Routing Used for Workforce Scheduling Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_calculation.htm&release=264.0.0&type=5 "Workforce Scheduling calculates travel times so that mobile workers can complete more jobs in less time and arrive when customers expect them. Accurate routing reduces travel costs and improves service levels. Point-to-point predictive routing is the primary mechanism, with aerial routing as a fallback when a route can’t be predicted. Routing and travel time calculations are relevant to field appointments only.") - [Set Up Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_setup.htm&release=264.0.0&type=5 "Travel modes let Workforce Scheduling dispatchers schedule appointments based on a service resource’s preferred mode of transportation, such as driving, walking, or cycling. Set up travel modes, create the modes for your service resources, and assign them to a service territory or service territory member. Point-to-point predictive routing is always applied when scheduling appointments. Travel modes is applicable to field work only.") - [Create Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_create.htm&release=264.0.0&type=5 "Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only.") - [Assign a Travel Mode to a Service Territory or Service Territory Member in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_assign.htm&release=264.0.0&type=5 "Assign a travel mode to a service territory or service territory member so that the engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member’s assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. Travel modes are relevant to field work only.") - [Routing Fields and Country Coverage for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_fields.htm&release=264.0.0&type=5 "Reference the fields that Workforce Scheduling uses to calculate travel time, and check whether point-to-point predictive routing is available in the countries where your service resources work. Routing and travel time calculations are relevant to field appointments only.") # Configure Safety Cloud As an org admin, you can configure Safety Cloud to handle your organization’s health verification and communication needs. Work with your Events team and your Health and Safety team to understand the communications and health and safety protocols for your geography. ### Required Editions
Available in: Enterprise and Unlimited Editions
- **[User Authorization](https://help.salesforce.com/s/articleView?id=service.safety_cloud_user_auth.htm&release=264.0.0&type=5)** Users assigned to the `Safety Cloud Admin` PermisssionSetGroup can manage Safety Cloud configurations. - **[Set Up Events with Occasions](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasions_intro.htm&release=264.0.0&type=5)** Safety Cloud comes with an Occasion Object data model that allows you to create Health Verification configurations specific to an event. - **[Customize the Health Verification Pages](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_pages_setup.htm&release=264.0.0&type=5)** Edit the text, fields, privacy and legal attestations, and images in your Health Verification Form LWC pages. - **[Allocate Space to the Cache Org Partition](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_allocate_org_cache_hv.htm&release=264.0.0&type=5)** When you set up the Health Verification package, we create a platform cache org partition with 3 MB called HealthVerification in the safetycloud namespace. The Health Verification package uses the cache to improve the performance of status look-ups. Depending on your data volume, usage patterns, and performance requirements, you can allocate more space to the cache org partition. - **[Create Consent Records with an Apex Job for Customer Health Verification Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_create_consent_records_hv.htm&release=264.0.0&type=5)** With a scheduled Apex job, you can regularly create consent records for the COVID-19 health verifications that are generated after a customer completes the COVID-19 health verification form. Simply schedule the job, and it runs at the specified time when new health verification records are created. - **[Delete Health Verification Attachments and Health Card Records Automatically with an Apex Job](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_delete_hv_attachments.htm&release=264.0.0&type=5)** Help keep customers’ personal health information private and safe by regularly deleting verification files and Health Card records. Simply schedule the job, and it runs at the specified time. - **[Prepare Your Team to Review COVID-19 Health Verification Requests](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_health_ver.htm&release=264.0.0&type=5)** Assign permissions to your support agents and assign agents to the Health Verification and Needs Review queues. - **[The Wellness Questionnaire and Health Verification](https://help.salesforce.com/s/articleView?id=service.safety_cloud_wellness_questionnaire_intro.htm&release=264.0.0&type=5)** Safety Cloud comes with a preconfigured survey called the Wellness Questionnaire. You can use the Wellness Questionnaire as part of your organization's Health Verification strategy to screen event registrants for cold or flu-like symptoms associated with COVID-19. - **[Health Card QR Code Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_health_card_qrcode_hv.htm&release=264.0.0&type=5)** With SMART Health Cards, individuals can keep copies of their vaccination and lab test result records on hand and share their information with others if they choose. Safety Cloud provides Health Verification from a Health Card QR code. - **[Configure Marketing Cloud Engagement for Safety Cloud](https://help.salesforce.com/s/articleView?id=service.safety_cloud_and_marketing_cloud.htm&release=264.0.0&type=5)** You can use Marketing Cloud Engagement to send confirmation and status update emails with Safety Cloud. The Health Verification record status spurs email generation. # Configure Safety Cloud to Generate QR Codes Automatically You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To modify trigger settings: Modify All Data
Safety Cloud generates QR codes for individuals’ Health Verification records based on the Occasion Access Settings. The Set QR Code Logic trigger logic is activated by default. To view the Set QR Code Logic, complete these steps. 1. From Setup, in the Quick Find box, enter Custom Code, and then select **Custom Metadata Types**. 2. Select **Manage Records** for the Trigger Setting Custom Metadata object. 3. From the list of Trigger Settings, select **Set QR Code Logic**. ![Screenshot showing that the Set QR Code Logic feature is active](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_qr_code_logic_active.png) SetQRCodeLogic is the trigger module, which now runs on Occasion Access Settings. #### See Also - [Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5 "Safety Cloud includes the custom triggers listed and described here.") - [Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5 "Safety Cloud supports sending emails to Slack and using email templates to optimize communications.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5 "You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") # Configure Safety Cloud Triggers The Safety Cloud package comes with its own list of functionality managed by a trigger framework. You can extend the Safety Cloud triggers with additional functionality, as described here. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To modify trigger settings: Modify All Data
Safety Cloud trigger functionality exists in a custom metadata type called Trigger Settings. These custom metadata records point to units of custom Apex logic. All Safety Cloud trigger settings are enabled by default except for the Send Marketing Cloud Emails setting. When you’re ready to send communications to event attendees, you can pair this setting with the Marketing Cloud Engagement email setup. We don’t advise turning off any of the other trigger settings unless there’s a specific reason. To access and modify Safety Cloud triggers, and to create your own triggers, complete these steps. 1. Access and work with Safety Cloud triggers. 1. From Setup, in the Quick Find box, enter Custom Metadata Types, and then select **Trigger Setting**. 2. Next to the custom field that you want to edit and update, click **Edit** . 3. Save your changes. 2. Activate a Trigger Setting. 1. Access the trigger setting that you want to activate. 2. Set the **Active** checkbox to True. 3. Save your changes. To block users from changing the status of a Health Verification record, you must activate the Block Status Change trigger. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note The Block Status Change is set to Active by default. 3. **Optional:** Create your own Trigger Module Class. 1. To create your own Trigger Module Class and deploy a new Trigger Setting, create a class that inherits the Safety Cloud TriggerModule interface. 2. After you create the class, create a trigger setting record with the name of your class, and then set it to Active. 3. You can use Table-Driven Trigger Management (TDTM) to create and deploy a new Trigger for Safety Cloud. For information about TDTM, see [Table-Driven Trigger Management (TDTM) Overview](https://powerofus.force.com/s/article/NPSP-TDTM-Overview). Implementation example for creating the class: ``` public with sharing class MyTriggerClass implements safetycloud.TriggerModule { public void run(List healthVerifications, Map oldHealthVerificationsById) { if (Trigger.isBefore && Trigger.isUpdate) { runCustomLogic(healthVerifications, oldHealthVerificationsById); } } private void runCustomLogic(List healthVerifications, Map oldHealthVerificationsById) { //TODO: custom logic } } ``` Accompanying Trigger Setting example: ``` false Active__c false Class__c MyTriggerClass Order__c 1.0 ``` ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_example.png) Example Additional Key Trigger Settings **Person Accounts:** Each person account has its own external Id. All Health Verifications are linked to a person account. **Set QR Code Logic:**This setting sets the QR Code checkbox and date logic. You can disable this trigger setting and create your own QR code logic to suit your needs. # Configure Salesforce and Microsoft Teams Automatically Streamline the Salesforce and Microsoft Teams integration by automatically installing the authentication components. Create a Microsoft Entra ID application, configure the generated named credential, and obtain Azure administrator consent. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To connect Salesforce and Microsoft Teams: System Administrator Profile
To configure named credentials MSTeamsSetupAutomationAccess
Make sure your org has the Teams IT Services Add-on, Teams Employee Add-on, Incident Management Add-on, and Service Cloud Employee Hub HR Standard Add-on licenses provisioned. ## Enable Microsoft Teams for Employee Service 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **Set Up**. 3. On the Microsoft Teams for Employee Service card, select **Set Up**. 4. On the Microsoft Teams for Employee Service page, select **Get Started**. 5. Turn on Microsoft Teams for Employee Service. When you enable Microsoft Teams for Employee Service, the External Client App, Auth Provider, External Credentials, and Named Credentials install automatically. ## Create a Microsoft Entra ID App Create a Microsoft Entra ID App in the Azure portal, and then configure its client ID and client secret in a named credential to prepare for automation. 1. Create a Microsoft Entra ID App in the Azure portal with Application.ReadWrite.All and Organization.ReadWrite.All permissions. 1. Sign in to the [Azure portal](https://portal.azure.com). 2. On the Welcome to Azure dashboard, under Manage Microsoft Entra ID, click **View**. You can also search for Microsoft Entra ID in the top search bar. 3. From the left navigation menu, under the Manage section, select **App registrations**. 4. Select **\+ New registration**. 5. For Name field, enter a descriptive name, such as MS\_Teams\_Salesforce\_Integration\_App. 6. Under Supported account types, select **Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant)**. 7. Click **Register**. 8. On the application overview page, click **Add a certificate or secret**. 9. Select **\+ New client secret**. 10. On the Add a client secret page, enter a description, and select an expiration duration. 11. Click **Add**. Copy the client secret value and store it in a secure location. This value is hidden permanently after you leave this page. Use the value, not the secret ID. 12. From the left navigation menu, select **API permissions**. 13. Select **\+ Add a permission**. 14. Select **Microsoft Graph**. 15. Select **Application permissions**. 16. Select these permissions for your integration. - Application.ReadWrite.All - Organization.ReadWrite.All 17. Click **Add permissions**. 18. To finalize the authorization, click **Grant admin consent for your org to finalize the authorization**. 2. Configure the MSTeamsSetupNc named credential with the Microsoft Entra ID app's client ID and client secret. 1. From the Quick Find box, enter Named Credentials and select **Named Credentials**. 2. Click the **External Credentials** tab. 3. Select **MSTeamsSetupClientCredentialsEC** from the list. 4. Select **Edit**. 5. In the URL field, replace the {tenant\_id} placeholder with your actual Azure Tenant ID. 6. Save your changes. 7. Scroll down to the Principals section. 8. For the NamedAuthPrincipal, from the action dropdown, select **Edit**. 9. In the Edit Principal dialog box, enter the Azure Client ID and Client Secret from the Microsoft Entra ID app that you created earlier. 10. Select **Save**. 11. Verify that the Authentication Status for the principal is updated to Configured. 3. Grant Azure administrator consent for Microsoft Teams integration. 1. From Setup, click **Salesforce Go**. 2. Search for and select **Microsoft Teams for Employee Service**. 3. Turn on Microsoft Teams for Employee Service. To apply the new automated SSO and swarming features if the feature is already turned on, turn the feature off and then turn it back on. 4. Locate the Grant Azure Administrator Consent step and click **Grant Consent**. A window displays a unique authorization URL. 5. Click **Copy Link** and share this URL with your Azure Tenant Administrator. If you are the Azure Administrator, open the link in a new browser tab to approve the application's request to access and read organizational data. # Configure Salesforce and Microsoft Teams Manually Configure the Salesforce and Microsoft Teams integration manually, including single sign-on, external credentials, the authentication provider, and Microsoft Entra ID callback URLs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To connect Salesforce and Microsoft Teams: System Administrator Profile
Make sure your org has the Teams IT Services Add-on, Teams Employee Add-on, Incident Management Add-on, and Service Cloud Employee Hub HR Standard Add-on licenses provisioned. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you configure the Salesforce and Microsoft Teams integration manually, don’t perform the steps in [Set Up Automated Microsoft Entra ID App Configuration for Microsoft Teams Integration](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_simplify_setup.htm&type=5&language=en_US). ## Enable Microsoft Teams for Employee Service 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **Set Up**. 3. On the Microsoft Teams for Employee Service card, select **Set Up**. 4. On the Microsoft Teams for Employee Service page, select **Get Started**. 5. Turn on Microsoft Teams for Employee Service. When you enable Microsoft Teams for Employee Service, the External Client App, Auth Provider, External Credentials, and Named Credentials install automatically. ## Configure SSO from Salesforce to Microsoft Teams Configure Single Sign-On (SSO) for Microsoft Teams that allows employees and IT teams access to IT and HR service features in Microsoft Teams without repeated sign-ins. The SSO creates a secure trust relationship between Salesforce and Microsoft Azure to provide a seamless experience for managing support tickets and collaboration. 1. Create or reuse a Microsoft Entra ID application. 1. Sign in to the [Azure portal](https://portal.azure.com). 2. On the Welcome to Azure dashboard, under Manage Microsoft Entra ID, click **View**. You can also search for Microsoft Entra ID in the top search bar. 3. From the left navigation menu, under the Manage section, select **App registrations**. 4. Select **\+ New registration**. 5. For Name field, enter a descriptive name as Salesforce ITSM for Teams (Delegated Access). 6. Under Supported account types, select **Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant)**. 7. Click **Register**. 8. On the application overview page, click **Add a certificate or secret**. 9. Select **\+ New client secret**. 10. On the Add a client secret page, enter a description, and select an expiration duration. 11. Click **Add**. Copy the client secret value and store it in a secure location. This value is hidden permanently after you leave this page. Use the value, not the secret ID. 12. From the left navigation menu, select **API permissions**. 13. Select **\+ Add a permission**. 14. Select **Microsoft Graph**. 15. Select **Delegated permissions**. 16. Select these permissions for your integration. - Channel.Create - Channel.ReadBasic.All - ChannelMember.Read.All - ChannelMember.ReadWrite.All - ChannelMessage.Edit - ChannelMessage.Read.All - ChannelMessage.ReadWrite - ChannelMessage.Send - email - Group.Read.All - Group.ReadWrite.All - offline\_access - openid - profile - Team.Create - Team.ReadBasic.All - User.Read 17. Click **Add permissions**. 18. To finalize the authorization, click **Grant admin consent for your org to finalize the authorization**. 2. Configure the MSTeamsClientCredentialsEC external credential with the Azure AD app's client ID and client secret. See [Set up Named Credentials](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_notifications.htm&type=5&language=en_US). If you have already configured the principal, delete it and reconfigure the client ID and client secret to apply the updated permissions. 3. Configure Microsoft Teams in Salesforce to improve collaboration and service delivery. 1. From Setup, click **Salesforce Go**. 2. Search for and select **Microsoft Teams for Employee Service**. 3. Turn on the toggle for Microsoft Teams for Employee Service. If it’s already enabled, turn it off and then turn it on again. To apply the new automated SSO features, turn the toggle off and then turn it on again. 4. Locate the Grant Azure Administrator Consent step and click **Grant Consent**. A pop-up window displays a unique authorization URL. 5. Click Copy Link and share this URL with your Azure Tenant Administrator. If you are the Azure Administrator, open the link in a new browser tab to approve the application's request to access and read organizational data. 4. Register your Salesforce org and preferred Experience Cloud site URLs in Microsoft Entra ID by creating a Microsoft Graph organization extension. 1. Open Microsoft Graph Explorer. 2. Click the profile icon, select **Sign In**, and sign in with your Microsoft Entra Global Administrator credentials. 3. Click the profile icon again, and select **Consent to permissions**. 4. Search for Organization.ReadWrite.All. 5. Select **Consent** for the permission, and approve the request. 6. In Graph Explorer, set the HTTP method to POST. 7. Enter this endpoint, replacing with your Microsoft Entra tenant ID https://graph.microsoft.com/v1.0/organization//extensions 8. In Request body, enter this JSON. ``` "@odata.type": "#microsoft.graph.openTypeExtension", "extensionName": "com_sf_itsm_teams_config", "salesforceOrgUrls": [""], "salesforceSiteUrls": [""], "id": "com_sf_itsm_teams_config" ``` 9. Replace and with your Salesforce org and Experience Cloud site URLs. 10. Click **Run Query**. A successful request returns the HTTP status 201 Created. 5. Configure the Auth. Provider for secure communication between Salesforce and Microsoft Teams. 1. From Setup, in the Quick Find box, enter Auth Providers, and then select **Auth Providers**. 2. On the Auth Providers page, find and open the **microsoft\_auth\_provider** Auth Provider. 3. Click **Edit**. 4. Set Registration Handler Type to **Apex**. 5. In the Registration Handler, select **MsTeamsItsmSSOHandler**. If MsTeamsItsmSSOHandler isn’t available, go to Salesforce Go, turn off the Microsoft Teams toggle, and then turn it on again to refresh the latest configuration. 6. Set Execute Registration As a user account with only the Manage Users permission to maintain security best practices. 7. Save your changes. 6. Add the Callback URL to Microsoft Entra ID. 1. From the Auth. Provider page in Microsoft Teams, copy the generated callback URL. 2. In the Microsoft Azure portal, open the your app registration that you created earlier. 3. In Select a platform to add redirect URI, under Web applications, select **Web**. 4. On the Auth. Provider page in Microsoft Teams, copy the callback URL of the preferred site selected on the Salesforce Go page. 5. In the same app registration, add the preferred site callback URL as a redirect URL, and set the platform type to **Web**. # Configure Scheduled Routing in Flow Builder Delay the routing of a work with Scheduled Work. Define a specific future date and time to route the work. ### Required Editions
View supported editions.
Delay the routing of a work with Scheduled Work. Define a specific future date and time to route the work. 1. Open a flow in Flow Builder, add or edit a **Route Work** action. 2. Select a routing service. Make sure that the **Route To** value is set to Queue, Skills, or Agent. 3. Expand **Set Additional Input Values** to find the routing start options. 4. Select the **Schedule work time routing** checkbox. Select the **Schedule a date and time** option and enter the date and time for the work item to be routed in the **Scheduled Date and Time** field. 5. Save and activate the flow. Once the flow runs, a Pending Service Routing (PSR) record is created with the scheduledDateTime field populated. The field and value are carried to the Agent Work created as well. ![The Schedule work item routing option in Set Additional Input Values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni-channel_scheduled_work.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Scheduled routing isn't supported for Agentforce agents or Einstein Bots. If the scheduled time evaluates to a time in the past when the flow runs, the value is ignored, and the item is routed immediately. # Configure Scheduling Behavior for Field Work in Workforce Scheduling Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure field scheduling and optimization: Workforce Scheduling Admin
Configure the org-level defaults from **Scheduling and Optimization** in Setup, on the **Field Scheduling** tab. ## Set the Default Due Date for Auto-Created Service Appointments Workforce Scheduling can create service appointments automatically, for example, when a Visit is created. Each Service Appointment needs a due date so the scheduling engine knows when to schedule it. Set the default offset in days from the Service Appointment’s Created Date, or take the offset from the associated Work Type. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Service Appointments section, under Auto-Created Service Appointments, enter a value for **Default due date for auto-created appointments (in days after their Created Date)**. The default is 7 days. 4. To use the Work Type’s due-date offset instead of the days value, turn on Due Date from Work Type. Each auto-created Service Appointment then inherits its due-date offset from its Work Type. 5. Save your changes. Considerations: - If Due Date from Work Type is on and the appointment has no Work Type, or the Work Type has no due-date offset, Workforce Scheduling falls back to the days value. ## Map Service Appointment Lifecycle Transitions to Statuses As a service appointment moves through its lifecycle (creation, resource assignment, and resource notification), Workforce Scheduling updates its status. Map each appointment transition to the status value that shows on the Service Appointment. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Service Appointments section, under Service Appointment Status, select a status for each lifecycle transition. For example, select the **Scheduled** status for resource assignment and the **Dispatched** status for resource notification. The scheduling engine uses these statuses when deciding which Service appointments to slide, pin, or optimize. On Creation The status assigned when the Service Appointment is created. On Resource Assignment The status assigned when a resource is assigned. On Resource Notification The status assigned when the assigned resource is notified. On Cancellation The status assigned when the Service appointment is canceled. 4. Save your changes. Considerations: - Confirm the mapped statuses match your Service Appointment Status picklist. If a status is missing, add it to the picklist first from the Service Appointment object in Setup. - Unscheduling an appointment forces its status back to None, regardless of the mapping. ## Set the Default Operating Hours for the Field Scheduling Flow Operating hours define when your team is available to work and the time slots customers can schedule. Select the default operating hours used to generate time slots when scheduling appointments from the field scheduling flow or [Appointment Booking API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Scheduling section, under Default Operating Hours, select the default from the operating hours defined in your org (for example, Standard Operating Hours, Extended Service Hours, 24/7 Support, or Weekend Service Hours). 4. Save your changes. ## Enable Appointment Sliding Sliding frees up time on the Gantt so the scheduling engine can fit more appointments into the same shift. When sliding is on, Service Appointments can move earlier or later within the assigned resource’s availability, opening free time slots, accommodating longer appointments, and improving SLA compliance by reducing gaps in the schedule. When sliding is on, Workforce Scheduling shifts nearby appointments automatically, for example, when an earlier appointment finishes late or when a user schedules a new higher-priority appointment. When sliding is off, Service Appointment start times stay fixed until a user moves them manually. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Scheduling section, turn on Appointment Sliding. 4. Save your changes. Considerations: - The scheduling engine considers Service Appointment priorities when sliding so it can fit critical appointments onto a full Gantt. If sliding can’t find an available slot, Service Appointments with lower or equal priority can drop from the schedule, unless they’re in a pinned status. See [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_using_priorities.htm&release=264.0.0&type=5 "Assign priorities to service appointments so urgent work is scheduled first, even if no time slot is available. Workforce Scheduling drops lower- or equal-priority appointments to make room when the schedule is full."). - Sliding applies to scheduling actions only, not optimization. The scheduling engine slides existing Service Appointments to make room when a user runs the Schedule New Appointment or Change Time Slot action. It doesn’t move Service Appointments in pinned statuses. See [Pin Appointments by Status](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Pinned Service Appointments can’t be rescheduled by the Schedule action, the scheduling flow, or the Schedule and Appointment Booking APIs. Use pin criteria to protect appointments that are in flight or already committed to a customer."). - Service appointment sliding doesn’t violate any scheduling rules. - Sliding doesn’t move Service Appointments between resources. - Sliding doesn’t unschedule Service Appointments. - Sliding moves Service Appointments earlier or later within the same shift, and can move an appointment from before a lunch break to after it. Sliding doesn’t change the appointment order, reassign resources, or unschedule appointments in the shift. - For sliding to run, users must have sharing access to all scheduled Service Appointments in the service territory where scheduling is requested. ## Pin Appointments by Status Pinned Service Appointments can’t be rescheduled by the Schedule action, the scheduling flow, or the Schedule and Appointment Booking APIs. Use pin criteria to protect appointments that are in flight or already committed to a customer. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Scheduling section, under Pin Criteria, select which appointment statuses to pin, such as **Dispatched**, **In Progress**, or **Completed**. 4. Save your changes. Considerations: - Appointments in unselected statuses (such as Scheduled or None) can move as needed. - The pin criteria you set here apply to scheduling actions. To pin appointments during optimization runs, set pin criteria in the Optimization section. ## Set Travel Speed and Travel Time Buffer The scheduling engine uses a default travel speed to estimate drive time when detailed map data isn’t available for a route segment. It then adds a travel time buffer to account for additional travel-related activities such as parking, unloading, or handoff on either end of a trip. With a [travel time buffer](https://help.salesforce.com/s/articleView?id=service.wfs_travel_time_buffers.htm&release=264.0.0&type=5 "Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. Travel time buffers are relevant to field work only."), you can systematically add extra time to the travel duration calculated for each service appointment to better schedule your workforce. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. Select the **Field Scheduling** tab. 3. In the Scheduling section, set the **Travel Speed Unit** used for drive-time estimates to **Miles per hour (mph)** or **Kilometers per hour (kph)**. 4. Enter a **Default Travel Speed**. This is the default speed used for route segments without map data. 5. For **Travel Time Buffer**, enter a whole number of minutes (0–120). 6. Save your changes. Considerations: - The engine doesn’t add the buffer when the calculated travel time is zero, for example, consecutive Service Appointments at the same site. The buffer doesn’t apply to resource absences, lunch breaks, or return-to-home travel. - The travel time buffer applies to every appointment scheduled by Workforce Scheduling. The engine adds the buffer to each drive segment, so end-to-end travel reflects both the mapped estimate and the buffer. #### See Also - [Configure Workforce Scheduling Travel Time Buffers](https://help.salesforce.com/s/articleView?id=service.wfs_travel_time_buffers.htm&release=264.0.0&type=5 "Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. Travel time buffers are relevant to field work only.") - [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") # Configure Search Settings to Optimize Your Search Results To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To set up search capabilities: Customize Application
#### See Also - [_Salesforce Help_: Add the Enterprise Knowledge Component to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_component.htm&type=5&language=en_US) ## Step 1: Make your harmonized DMOs and UDMOs searchable and add fields from the search index to show in the search results. 1. From Setup, in the Quick Find box, find and select **Query Configurations**. 2. Select **Configure Search Metadata**. 3. In the Objects section, in the Quick Find box, find and select your harmonized DMO and UDMO object. 4. Turn on the **Searchable** toggle. 5. In the Search Index Fields tab, select the fields, such as Title, Summary, Content Type, and Last Modified Date for display and filtering. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For unstructured content, your selections do not affect the search behavior because the entire content of the file will always be searchable. 6. In the Search Result Fields tab, select the fields that you want to appear in the search results. 7. To customize how your search results appear, click **Customize** in the Customizable Layout for Keywords section. 1. In the Search Builder Layout, select the object, click **Add** to add additional fields to the search layout and save the changes. 8. Save your changes. After you save this configuration, the system starts creating a search index and the related chunks for the harmonized DMO and UDMO in Data 360. This process may take some time. After it's complete, your DMO and UDMO object becomes searchable and ready for use in the query configuration. You can edit this configuration anytime, which will automatically recreate the search index. ## Step 2: Set Up Custom Search Query Configuration 1. From Setup, in the Quick Find box, enter Search Manager, and then select **Query Configurations**. 2. Select **Manage Custom Configurations**. 3. On the Manage Custom Configurations page, click **New**. 4. On the New Search Query Configuration page, enter a name, select **Lightning Knowledge Component** search channel, and then click **Save and Continue**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Custom Experiences search channel is no longer supported. We recommend updating your existing Custom Experience configuration to use the Lightning Knowledge Component search channel. 5. From the Available Objects column, select Knowledge and HDMOs and HUDMOs that you want to make searchable and click the right arrow to move them to the Selected Objects pane. To get optimal search results in the Enterprise Knowledge component, select knowledge related objects only. Selecting other objects may lead to incomplete or irrelevant search results. 6. Save your changes. You can use this search query configuration in the Enterprise Knowledge component on the Lightning Record page for optimal search results. # Configure Service for Slack App for IT Services Help your IT service team solve issues seamlessly, without leaving their conversations in Slack using the Service for Slack app. Agents can access and update records, collaborate in a swarm channel, manage tickets, and more, directly from their primary workspace. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To use Slack for Agentforce IT Service Slack Service User permission set
1. To collaborate on Salesforce data in Slack and quickly resolve customer issues, [set up the Service for Slack](https://help.salesforce.com/s/articleView?id=slack.set_up_slack.htm&type=5&language=en_US) app. 2. [Set up permissions](https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_user_perms.htm&type=5&language=en_US) for the Service for Slack app. # Configure Service Insights User Permissions Next, ensure that the correct Data 360 permissions are enabled for dashboard viewers. ### Required Editions
View supported editions.
1. In Setup, go to Users. 2. To let users install the Service Insights app, assign the Tableau Included App Manager permission set and Data Cloud Architect permission set. 3. For dashboard users, assign the Data Cloud user permission set, and either the Tableau Next Included App Business User or Tableau Next Limited Consumer permission set. 4. Return to Service Insights setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a data bundle is added, data cloud credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. # Configure Sharing Rules for Quality Evaluations Set up sharing rules to ensure that quality analysts have the necessary permissions to access and evaluate interactions owned by service representatives. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To manage data sharing structures: Quality Manager
1. From **Setup**, in the **Quick Find box**, enter Sharing Settings. 2. In the Sharing Rules related list for Voice Calls, Messaging Sessions, or Cases, click **New**. 3. To set up sharing rules, provide these details, using Voice Call as an example: - Label: CallSharingNewRule - Rule Name: CallSharingNewRule - Rule Type: **Based on record owner** - Select records to be shared: Voice call owned by owners: Roles, APAC\_REP\_ROLE (This is the role associated with your reps.) - Select the users to share with: Share with: Roles, APAC\_QA\_ROLE (This is the role associated with the quality analyst for the rep team) - Select the level of access for the users: Access level: **Read Only** 4. Save your settings. 5. Repeat the previous steps for Messaging Session or Case. # Configure Single Sign-On (SSO) with Salesforce as the Identity Provider For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony
View supported editions.
User Permissions Needed
To create permission sets: Manage Profiles and Permission Sets
To assign permission sets: Assign Permission Sets
Before you begin, contact Salesforce Support to request the ability to create connected apps. This requirement starts in Spring ’26. 1. Configure Salesforce as your identity provider. 1. From Setup, enter Identity Provider in the Quick Find box, select **Identity Provider**, and enable it. 2. Click **Download Metadata**. After setting up your external client app in the next step, use the downloaded metadata XML file to help set up SSO in your external telephony system. 2. Create an external client app (ECA) to use for SSO. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note We recommend using an external client app for SSO instead of a connected app. Starting in Spring ’26, customers can’t create a connected app unless they request the ability to create connected apps from Salesforce Support. To migrate a preexisting connected app, see [Create an External Client App from a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm&language=en_US). 1. [Create an external client app](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&language=en_US) and set Distribution State set to **Local**. 2. To enable and configure SAML, [configure the external client app's SAML 2.0 settings and policies](https://help.salesforce.com/s/articleView?id=xcloud.configure_external_client_app_saml.htm&language=en_US). 3. To allow access to the app, update the ECA App policies. 1. From Setup, enter External Client App Manager in the Quick Find box. Select your ECA. 2. Click **Edit**. 3. On the Policies tab, under App Policies, select profiles for users who need access to SSO login or select permission sets that you’re using for Salesforce Voice. 4. Save your changes. 4. To complete the SSO setup, follow your telephony provider’s guide. # Configure Single Sign-On (SSO) with Your Own Identity Provider Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
The process for setting up a third-party identity provider solution to log in to Salesforce Voice varies based on your telephony provider. Work with your telephony provider to verify the procedure. 1. From Setup, enter Contact Centers in the Quick Find box. - For Salesforce Voice with Amazon Connect, select **Amazon Contact Centers**. - For Salesforce Voice with Partner Telephony from Amazon Connect and Salesforce Voice with Partner Telephony, select **Partner Telephony Contact Centers**. 2. Click the contact center name for which you want to enable your third-party identity provider. 3. In the contact center details page, configure your identity provider. When you click **Telephony Settings** on the contact center details page, the third-party identity provider logs you in to your telephony provider. When a rep sets themselves as available in the Omni-Channel widget, the identity provider logs them in to your telephony provider behind the scenes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For Salesforce Voice with Amazon Connect, Salesforce creates and manages your AWS account. In this managed architecture, standard SAML 2.0 Federation is the only supported method for authentication. Reps log in directly through a Salesforce connected app or identity provider (such as Okta or Microsoft Entra ID) using an AWS IAM role, without requiring background user syncing. These configurations aren’t supported. IAM Identity Center (AWS SSO): AWS IAM Identity Center can’t be enabled for individual AWS accounts. Service Control Policies (SCPs) block IAM Identity Center permissions. SCIM Provisioning: Salesforce doesn't support SCIM endpoints, tokens, or automated user or group provisioning for AWS accounts. So third-party SCIM deprecations don't affect these accounts. Before proceeding to Voice on the Omni-Channel widget, reps log in to a single sign-on window. To log out of Voice, reps click **Log Out of Phone System** from Omni-Channel and are redirected to a log out page on Amazon Connect or your third-party telephony provider. When reps are logged out of their phone system, a message appears in Omni-Channel that they must refresh their browser to log in again. #### See Also - [Configure Single Sign-On (SSO) with Salesforce as the Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_config_sso.htm&release=264.0.0&type=5 "For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO.") # Configure SLA-based Notifications for IT Services Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To design notifications Design Notifications
To configure SLA/OLA policies Customize Application
Before you configure SLA-based notifications, make sure that: - Notifications are enabled and the required channels are configured. - SLA policies and milestones are configured for your IT Service objects. 1. To create a notification and set the Usage Type to SLA/OLA, [configure notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&type=5&language=en_US). 2. To provide your support team with a structured timeline for resolving incidents, problems, and change requests, [create an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_create.htm&type=5&language=en_US). Each policy includes the logic to enforce the correct service level. 3. To define the required, time-dependent steps within your SLA policies, [create milestones and add them to an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_adding_sla.htm&language=en_US&type=5). Milestones ensure support reps resolve records correctly and on time. An SLA policy can have up to 10 milestones. 4. Add milestone actions to send notifications for warning, violation, or completion/success events. 5. Associate the notification with the milestone action. 6. Activate the SLA policy. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example For example, a service desk manager wants incident owners to receive alerts before a high-priority incident breaches its response SLA. The manager creates an SLA policy for high-priority incidents and adds a milestone that tracks acknowledgment time. The manager then configures a milestone action that sends multichannel notifications 30 minutes before the milestone is violated. The notification can be delivered through email, Slack, Microsoft Teams, or in-app notifications to alert the assigned incident owner and support team. When an incident approaches its deadline, the notification triggers so the team can take action before the SLA is breached. # Configure Speech-to-Text Model The speech-to-text model determines how spoken audio is processed and transcribed during voice interactions. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
Available in: Agentforce Contact Center with Salesforce Voice
Available in: Enterprise, Unlimited, and Developer Editions
To configure the speech-to-text model at the organization level. 1. From Setup, use Quick Find to go to **Speech-to-text model** setting. 2. Select the model from the list. - Low Latency Speech Model - Universal Speech Model # Configure Swarming Flows After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce. ### Required Editions
View supported editions.
Available flows include: - Begin Swarming - Add Members to Swarm - Finish Swarming - Reopen Swarm - Close Swarm with Related Case (Autolaunched) - Close Swarm with Related Incident (Autolaunched) - Support Rep Work Trigger (Autolaunched) You can enable these flows in the UI via Actions and Recommendations, Dynamic Actions, or with Quick Actions. You can choose to use one or all of these tools to launch flows.
Action Type Actions & Recommendations Quick Actions Dynamic Actions
Benefits
  • Component may already be set up on the record page and familiar to users
  • Flows run in a nested subtab on the record
  • Completed flows are shown with a checkmark
  • Ideal if you want to keep all swarming interactions, such as Swarming list views and flows, in one tab
  • Users stay on the record page and keep the record’s context
  • Flows run in the Feed tab instead of a new tab or window
  • Show the flow to users only when certain rules are met
  • Flows run in the Feed tab instead of a new tab or window
To get started with autolaunched flows, clone and activate them. Autolaunched flows aren’t shown to users and execute after a record is saved and meets the flow criteria. You also can build swarming flows from scratch and use invocable actions to interact with Slack from the flows you create. Or, copy one of the preconfigured templates and adjust them to align with your business needs. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip New features added to out-of-the box flows don’t show up in copied flows and must be manually added to admin-created versions. - **[Swarm with Actions & Recommendations](https://help.salesforce.com/s/articleView?id=service.actions_and_recs_swarming.htm&release=264.0.0&type=5)** The Actions & Recommendations component gives your users easy access to any flows that are enabled for their Console. Flows from this component launch in a nested subtab for the record. You can switch between records to view information to use in other tabs. - **[Swarm with Quick Actions](https://help.salesforce.com/s/articleView?id=service.quick_actions_swarming.htm&release=264.0.0&type=5)** Swarming with quick actions runs the flow in the publisher under the Feed component instead of in a tab or window. When support reps use a quick action to run a flow, they can view exterior Lightning page components while running a flow so that they can see and access more information about a record. - **[Swarm with Dynamic Actions](https://help.salesforce.com/s/articleView?id=service.dynamic_actions_swarming.htm&release=264.0.0&type=5)** Use dynamic actions to show swarming flows with rules that streamline your support reps’ experience and help prevent errors. Add rules so that only the appropriate tasks appear in the Edit dropdown based on record criteria. For example, set a rule so that Finish Swarming appears only when a case’s status is set to Closed. # Configure Tableau Included App Manager Permissions Next, ensure that the correct Tableau Next permissions are enabled for the admin user. ### Required Editions
View supported editions.
1. In Setup, go to Users, and assign the admin user the Tableau Included App Manager permission set. 2. Return to Service Insights setup. # Configure the Agentforce Employee Center Portal Complete the configuration tasks that are specific to the Agentforce Employee Center template, such as adding Policy Hub and Evidence Hub tiles. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
The Agentforce Employee Center template supports AI-assisted knowledge features on the portal. To set them up, follow the steps in [Dynamic Q&A for Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.use_dynamic_q_a_for_knowledge_articles.htm&type=5&language=en_US) and [Set Up Knowledge Article Summaries](https://help.salesforce.com/s/articleView?id=service.set_up_knowledge_article_summary.htm&type=5&language=en_US). These features require an add-on license and specific permissions. See [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need."). - **[Add Policy Hub and Evidence Hub Tiles to the Employee Portal for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_add_tiles.htm&release=264.0.0&type=5)** As a site admin, add Policy Hub and Evidence Hub tiles to your Employee Services portal so that employees can acknowledge assigned policies and fulfill evidence requests without needing access to the IT Compliance app. - **[Add a Language Selector to the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_language_selector.htm&release=264.0.0&type=5)** Your employees can view the Employee Services portal in the language they prefer. Add the Language Selector component so they can switch the portal's display language themselves. The interface language changes, but the data in your records stays in its original language. - **[Personalize Employee Portal Pages](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_tailor_pages.htm&release=264.0.0&type=5)** As a site admin, control what employees see on the ticket list, ticket details, and approval list pages of the Employee Services portal. Choose which fields and buttons appear so that employees get an experience focused on your service model, without writing code. # Configure the Agentforce Welcome Message Customize the welcome message that the Agentforce Service agent sends to customers during a proactive service interaction. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
- Make sure you’ve the Agentforce for Service or Einstein Platform add-on license. - Make sure you’ve the ProactiveServicePlatformAccess and ProactiveServicePSL licenses provisioned. - Make sure you’ve the ProactiveServicePlatformAccess and ProactiveServicePSL licenses provisioned. - Make sure you’ve created the serviceAgentPrompt custom field on the Messaging Session object. - Make sure you’ve mapped the serviceAgentPrompt variable in your Embedded Service Deployment. You can make the welcome message dynamic by using context variables passed from the Service Campaign. By using the format {!$Context.serviceAgentPrompt} on the Agent detail page, the agent uses the prompt instructions defined in your campaign. To prevent the system from showing a raw variable name if the prompt is missing, add fallback logic to your Omni-Channel flow. ![Proactive Agentforce Agent](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/proactive_service/welcommessage1.png) 1. From the Agentforce Service agent detail page, find the welcome message field. 2. Enter the dynamic variable `{!$Context.serviceAgentPrompt}` so that the agent can run campaign-specific instructions. 3. Open your proactive Omni-Channel flow in Flow Builder. 4. Create a Flow Formula element to handle empty variables. 5. Use the formula `IF(ISBLANK({!serviceAgentPrompt}), "I'm here to assist you with any queries you might have.", {!serviceAgentPrompt})` to provide a generic greeting if the campaign prompt is null. ![Formula to provide a generic greeting if the campaign prompt is null](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/proactive_service/welcomemessage2.png) 6. Add an Update Records element before the routing action to set the MessagingSession.serviceAgentPrompt field using your new formula. 7. Save and activate the flow to make sure the agent uses the updated welcome message logic. # Configure the Agentic Center Portal Complete the configuration tasks that are specific to the Agentic Center template, such as configuring global search. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Configure Global Search for the Agentic Center Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_cnfgr_search.htm&release=264.0.0&type=5)** On Employee Services portal sites built with the Agentic Center template, configure the search bar to include the objects you want in the autocomplete results so employees can quickly find records they need. # Configure the Employee Details Component On the Employee Portal site, configure the Employee Details component on the My Profile page to show employee information. You can add more fields from the User, PersonAccount, and Employee2 objects. ### Required Editions
View supported editions.
User Permissions Needed
To access the Employee Details component: Employee Hub for Community Users
To show these fields on the Employee Details component to employees, set field-level security of the fields to Visible: - Alternate Email - Status End Date - Employee Type - Employment Type - Internal Organization Unit See [Set Field-Level Security for a Field on All Profiles](https://help.salesforce.com/s/articleView?id=platform.users_fields_fls.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Employee Portal site, click **Builder**. 3. On the Home page, expand **User** in the builder page menu. 4. Click **My Profile**. 5. In the builder canvas, click **Employee Details**. 6. To add more fields from the User, PersonAccount, and Employee2 objects, in the Employee Details window, click **Select**. 7. To show a circular photo of the employee on the My Profile page, select **Show circular photo**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note After you change to a circular photo, your employees sometimes have to reupload the photo. # Configure the Employee Portal Service Catalog Component On the Alumni Portal site, customize the Service Catalog page by configuring the Employee Portal Service Catalog component. Alumni use this component to submit service requests. ### Required Editions
View supported editions.
User Permissions Needed
To access the Employee Portal Service Catalog component: ProductCatalogManagementCCPsl
Before you configure the Employee Portal Service Catalog component, create service processes and sync them with Product Catalog Management. See [Service Process Studio](https://help.salesforce.com/s/articleView?id=ind.service_process_studio.htm&type=5&language=en_US). In Product Catalog Management, create a catalog and categories. Assign service processes or products to the categories. See [Product Catalog Management](https://help.salesforce.com/s/articleView?id=ind.product_catalog_introduction.htm&type=5&language=en_US). You can add images to service processes. See [Create Simple Products](https://help.salesforce.com/s/articleView?id=ind.product_catalog_create_simple_products.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Alumni Portal site, click **Builder**. 3. From Home, click **Service Catalog** in the builder page menu. 4. In the builder canvas, click **Employee Portal Service Catalog**. 5. Enter the record ID. The Record Id field is populated with {!recordId} by default. If you add the Employee Portal Service Catalog component to catalog pages and want the Record Id value to be automatically populated at runtime based on the user-selected catalog, retain {!recordId} as the value. If you add the component to any other page, enter the unique ID of a catalog in the Record Id field. See [Locate the Unique ID of a Record in Salesforce](https://help.salesforce.com/s/articleView?id=000385008&language=en_US&type=1). 6. In the Employee Portal Service Catalog window, type custom titles in the Component Title and All Services Tab Title fields. To configure other fields, see [Customize the Product-Browsing Experience](https://help.salesforce.com/s/articleView?id=ind.product_catalog_customize_products_list_view.htm&type=5&language=en_US). # Configure the Expiration for Omni-Channel Sessions To limit exposure to your network when an Omni-Channel user leaves their computer unattended, set up session security. By default, a service rep isn’t automatically logged out of Omni-Channel if their Salesforce session times out. If the service rep remains idle on the same Omni-Channel page during the timeout, they also appear online in Omni-Channel and can miss work routed to them. The Omni-Channel session doesn’t end until the service rep is redirected to the login page. ### Required Editions
View supported editions.
To redirect service reps to the login page and guarantee that Omni-Channel sessions terminate concurrently with their corresponding Salesforce sessions, select **Force logout on session timeout** in the Salesforce session security settings. If you don’t enable this option, when a service rep logs back in to Salesforce, they also are logged in to Omni-Channel, regardless of the **Don’t automatically log agents in to Omni-Channel on a new window or tab Omni-Channel** setting. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a rep manually logs out of Salesforce but remains online in the Omni-Channel, their assigned items aren't immediately rerouted to the other available reps because the routing session remains active for two minutes. The items are rerouted to the other available reps after this two-minute timeout expires. #### See Also - [Modify Session Security Settings](https://help.salesforce.com/s/articleView?id=xcloud.admin_sessions.htm&type=5&language=en_US) - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) # Configure the Home Page Your selected template contains a standard Home page that is optional to configure. ### Required Editions
View supported editions.
User Permissions Needed
To build and configure Service Catalog site pages and components: Permissions and licenses associated with the Aura Service Catalog Site Builder
The steps instruct you to add the Service Catalog Grid component to the homepage if you want to display your catalog items that are set as featured. This component isn’t required for any pages in your site, but it’s available for use on any page to provide you a way to show a collection of your featured Service Catalog items. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Service Catalog site, click **Builder**. Experience Builder opens and shows the Home page. 3. From the Experience Builder, click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png), and then enter Service Catalog Grid in the search box. 4. Select **Service Catalog Grid** and place it anywhere in the builder canvas. 5. Click the component, and then configure the properties. #### See Also - [_Salesforce Help_: Create a Catalog Item](https://help.salesforce.com/s/articleView?id=service.svc_create_a_catalog_item.htm&release=264.0.0&type=5 "Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests.") - [_Salesforce Help_: Mark a Catalog Item as Featured](https://help.salesforce.com/s/articleView?id=service.svc_create_a_catalog_item.htm&release=264.0.0&type=5 "Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests.") # Configure the Navigation Tiles Component The Home page in Alumni Portal contains the Navigation Tiles component. The component enhances the navigation experience in Alumni Portal by presenting the available actions in a user-friendly and visually engaging manner. ### Required Editions
View supported editions.
User Permissions Needed
To configure the Navigation Tiles component: Alumni Portal Community User
1. In Setup, find and select **All Sites**. 2. Next to the name of your Alumni Portal site, click **Builder**. 3. From Home, click **Navigation Tiles** in the builder canvas. 4. In the property editor, configure the properties of the component. | Property | Details | | --- | --- | | Edit Navigation Tiles | Click to edit the actions shown on Navigation Tiles. | | Use Default Theme Colors | Select to use the default theme colors for Navigation Tiles. | | Tile Format | Click to expand. | | Background Color | Set the color of the tile background. | | Border Radius | Enter a value from 0 to 50 pixels. | | Hover Border Color | Set the tile border color for the hover state. | | Focus Border Color | Set the tile border color for the focus state. | | Show Drop shadow | Select to show drop shadow below tiles. | | Tile Width | Enter the width of tiles in pixels. | | Label Format | Click to expand. | | Label Color | Set the font color of labels. | | Label Font Size | Enter the font size of labels in pixels. | | Label Horizontal Alignment | Specify the horizontal alignment of labels within tiles. | | Show label above icon | Select to show the tile label above the icon. | | Icon Format | Click to expand. | | Icon Height | Enter the icon height in pixels. | | Icon Width | Enter the icon width in pixels. | # Configure the Navigation Tiles Component The Home page in Employee Portal contains the Navigation Tiles component. The component enhances the navigation experience in Employee Portal by presenting the available actions in a user-friendly and visually engaging manner. ### Required Editions
View supported editions.
User Permissions Needed
To configure the Navigation Tiles component: Employee Hub for Community Users
1. In Setup, find and select **All Sites**. 2. Next to the name of your Employee Portal site, click **Builder**. 3. From Home, click **Navigation Tiles** in the builder canvas. 4. In the property editor, configure the properties of the component. | Property | Details | | --- | --- | | Edit Navigation Tiles | Click to edit the actions shown on Navigation Tiles. | | Use Default Theme Colors | Select to use the default theme colors for Navigation Tiles. | | Tile Format | Click to expand. | | Background Color | Set the color of the tile background. | | Border Radius | Enter a value from 0 to 50 pixels. | | Hover Border Color | Set the tile border color for the hover state. | | Focus Border Color | Set the tile border color for the focus state. | | Show Drop shadow | Select to show drop shadow below tiles. | | Tile Width | Enter the width of tiles in pixels. | | Label Format | Click to expand. | | Label Color | Set the font color of labels. | | Label Font Size | Enter the font size of labels in pixels. | | Label Horizontal Alignment | Specify the horizontal alignment of labels within tiles. | | Show label above icon | Select to show the tile label above the icon. | | Icon Format | Click to expand. | | Icon Height | Enter the icon height in pixels. | | Icon Width | Enter the icon width in pixels. | # Configure the Phone Book for Outbound Calls Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
If rep-to-rep calls is enabled in your org, you must add Voice Call (`VoiceCall`) as a selected object to the Change Data Capture Event. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For orgs using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, a call must be active for a rep to use rep-to-rep dialing. When not on an active call, reps should use Direct Inward Dialing (DID). Other partner telephony providers support rep-to-rep dialing when not on an active call. Check with your telephony provider to confirm support. 1. From Setup, in the Quick Find box, enter Change Data Capture, and then select **Change Data Capture**. 2. In the Available Entities column, select **Voice Call (VoiceCall)**, and then click the right arrow to move it to the Selected Entities column. 3. Save your change. #### See Also - [_Salesforce Voice with Partner Telephony Developer Guide_: Enable the Phone Book for Outbound Calls](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_enable_phone_book.htm) # Configure the Reports To Field on Person Account To associate a manager with an employee, turn on the Reports To field on the Person Account object. This is a required step for HR Service setup. ### Required Editions
View supported editions.
User Permissions Needed
To configure the Reports To field on the Person Account object: HrServiceWorkspaceHrPsnl
As a prerequisite, enable the Person Accounts object to make the Reports To field available in the org. See [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US). 1. Add the Reports To field to the Person Account page layout. See [User Interface Elements for the Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=platform.customize_layoutcustomize_pd_elements.htm&type=5&language=en_US) 2. From Setup, in the Quick Find box, enter Person Accounts, and then select **Person Accounts**. 3. Turn on **Reports To Field on Person Account**. # Configure the Search Page Configure the standard Search page and configure a search bar so your customers can search for catalog items in your site. ### Required Editions
View supported editions.
User Permissions Needed
To build and configure Service Catalog site pages and components: Permissions and licenses associated with the Aura Service Catalog Site Builder
The standard Search page is created and added to your site when you create your site with an Aura template. Take the steps to configure the page to support Service Catalog. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, select **Search**. The Search page opens in the page editor. 3. From the Search page header, select the Global Search for Peer-to-Peer Communities component. The component property panel opens. 4. From the panel, under Autocomplete Search, locate **Objects in Autocomplete Results**. 5. Under Objects in Autocomplete Results, click **Add**. An object tile is added to the list of Objects in Autocomplete Results. The added object is random. 6. Click the added object tile, and then, from the Result Properties window, under the Object dropdown, select **Service Catalog Item Definitions**. 7. Ensure the Publicly Available checkbox is selected. 8. Save your work. 9. From the page editor, select the **Global Search Results** component. The component properties panel opens. 10. From the properties panel, under Objects Included in Search, click **Add**. An object tile is added to the list. The added object is random. 11. Click the added object tile, and then from the Result Properties window, under the Object dropdown, select **Service Catalog Item Definitions**. 12. Ensure the publicly available checkbox is selected, and then save your changes. 13. From the builder navigation menu, click **Publish** to save your work. When you publish your site, it isn’t activated. Publishing only saves your completed work. # Configure the Visualforce Barcode Scanner Page for Point-of-Entry Verification Safety Cloud comes with a Visualforce page that you can use to scan SMART Health Card QR codes. You can load the Visualforce page on any browser. After it’s scanned, the QR code’s payload is extracted and verified by the Safety Cloud health card verification service. The Visualforce Barcode Scanner feature requires the Safety Cloud Health Card Self-Register permission set. To configure the Visualforce page to scan SMART Health Card QR Codes, complete these steps. 1. From Setup, in the Quick find box, enter Digital Experiences, and then select All Sites. 2. From the All Sites page, click **New**. 3. Scroll to the **Salesforce Tabs + Visualforce** template, select it, and then click **Get Started**. 4. Enter a name for the Visualforce page, and optionally specify a URL. If you don’t specify a URL name, the system creates it for you. The URL is the site of the Visualforce Barcode Scanner page. 5. Click **Create**. It can take a few minutes to create the site. When the site creation finishes, you must configure the site. 6. To configure the page, select **Administration**. 7. Set the user authorization requirements for the page. 1. From the left side panel of the Administration page, click **Members.** You can set authorization by profile or by permission set. 2. Select from the available profiles or permission sets, and add them to the Selected Profiles or Selected Permission Sets window. Any users who have the profiles or permission sets that you specify on the Members page can access and use the scanner site as soon as the site is activated. 3. Save your changes. 4. Assign Safety Cloud HealthCard Self Register PermissionSetGroup to the users who need access to the page. 8. Set the tabs to include on the Visualforce Barcode Scanner site. 1. From the left side panel of the Administration page, click **Tabs**. 2. From the Selected Tabs window, remove **Chatter**. Chatter is a selected tab by default, but it’s not needed for the Visualforce Barcode Scanner site. 3. From the Available Tabs window, select **Health Card Scanner**, and add it to the Selected Tabs window. 4. Save your changes. 9. Set the login experience and branding for the Visualforce Barcode Scanner site. 1. From the left side panel of the Administration page, click **Login & Registration**. 2. Click the **Allow employees to log in directly to an Experience Cloud site** checkbox. 3. Save your changes. 10. Configure the page requirements for the Visualforce Barcode Scanner site. 1. From the left side panel of the Administration page, click **Pages**. 2. Set the **Home Page** to Visualforce Page. 1. Using the Lookup feature for the Home Page field, search for Health Card Scanner. 2. Select **HealthCardScanner**. 3. Save your changes. 3. Use the look-up feature to **Use your own static resource** . 11. Activate the Visualforce Barcode Scanner site. 1. From the left side panel of the Administration page, click **Settings**. 2. Click **Activate Site**, and click **OK** to the information message. Users who have access to the Visualforce Barcode Scanner site can go to the App launcher and select the Scanner app. The Visualforce Barcode Scanner site opens on the user’s device, and they can use it to scan SMART Health Card QR codes from cardholders. #### See Also - [Point-of-Entry Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_point_of_entry_hv.htm&release=264.0.0&type=5 "SMART Health Card holders can scan their SMART Health Card for point-of-entry health verification. Safety Cloud provides an out-of-the-box Visualforce barcode scanner page that can be installed on any browser.") - [Enable the Known Issuers Directory](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_known_issuers.htm&release=264.0.0&type=5 "As an admin, you can enable the Known Issuer Directories Setup feature to import an up-to-date list of known SMART Health Card issuers. The data from the Known Issuers directory helps Safety Cloud determine whether the SMART Health Card shared by a card holder is valid and credible.") # Configure Transfers to External Numbers Create a flow to transfer a call to a third party number. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To open, edit, or create a flow:

Agentforce Contact Center Admin (Salesforce Voice) permission set.
1. From Setup, enter Flows in the Quick Find box, then select **Flows**. 2. Search for and open the omni-channel flow you want to modify or create a new omni-channel flow. 3. Add an action element and search for **Transfer to External Number**. 4. Click **Transfer to External Number** to add it to your flow. 5. Configure these fields: 1. Label — A display name for the action. 2. API Name — A unique identifier for the action. 3. Timeout Length — The maximum amount of time to pause the flow while it waits for the action to be completed. For external transfer, the flow resumes only when the external party leaves the call or doesn’t join. If the external caller joins, the flow resumes only when they leave. 6. Under Call Configuration, configure: 1. Record ID — The Voice Call ID for the active call. 2. External Number — The PSTN number of the external party to connect to. 3. Caller ID — The caller line identification number used to place the outbound call to the external party. 4. Call Attributes (optional) — Any additional attributes to pass as flow input parameters when the flow is triggered. 7. By default, DTMF (dual-tone multi-frequency) input is enabled for all participants, meaning any participant can send DTMF and all participants can receive it. To restrict who can send DTMF: 1. In DTMF Routing, set Sender to the specific participants who can send DTMF input — for example, customer and service rep only. 2. Similarly, set DTMF Receiver to determine who can receive DTMF inputs - for example, customer only. 8. Based on the output from the flow, play a prompt to indicate that the call was transferred successfully or not or if no action was taken. You can also select a default output. Here’s how you flow might look like: ![Example flow to configure transfer to external number.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_example_flow.png) 9. Save and activate your flow. # Configure Travel Modes Configure your Travel Modes settings and assign user permissions. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To enable travel modes: Customize Application
To view travel modes:

Read on travel modes

OR

Field Service Admin

OR

Field Service Call Center Rep

OR

Field Service Dispatcher
To create, update, or delete travel modes: Edit on travel modes
To assign a travel mode to a service territory or service territory member: Edit on service territory and/or service territory member
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. Next, click **Service Territory** or **Service Territory Member**, and then scroll to the Page Layouts section. 2. Click **Page Layouts**, and then click **FSL Service Territory Layout** or **FSL Service Territory Member Layout**. 3. Click **Edit**, drag the **Travel Modes** field to the page layout, and then save your changes. # Configure Travel Time Buffers Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Learn About the Travel Time Buffer](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** With a travel time buffer, you can systematically add extra time to the travel duration calculated for each service appointment. The buffer accounts for additional time required to deliver service to your customers. This ensures that your work plans are more accurate and prevents overbooking of mobile workers. Your dispatchers can also view the buffer time when seeing the schedule on the Gantt, by hovering over a service appointment. - **[How the Buffer is Evaluated](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Field Service applies the first non-zero buffer value it finds in this order. - **[Considerations](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Note these considerations about the travel time buffer. - **[Set Up a Travel Time Buffer on Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Apply a specific travel time buffer directly to a service appointment. This value overrides any buffer set on the service territory or org. - **[Set Up a Travel Time Buffer for Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Configure a default travel time buffer for all service appointments in a specific service territory. This buffer is applied unless a specific buffer is set directly on the Service Appointment record. - **[Set Up an Org-Wide Default Travel Time Buffer](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Configure a default travel time buffer that applies across your entire org. This org-wide buffer is used only when no specific buffer is defined at the service appointment or service territory level. ## Learn About the Travel Time Buffer With a travel time buffer, you can systematically add extra time to the travel duration calculated for each service appointment. The buffer accounts for additional time required to deliver service to your customers. This ensures that your work plans are more accurate and prevents overbooking of mobile workers. Your dispatchers can also view the buffer time when seeing the schedule on the Gantt, by hovering over a service appointment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Here are situations where a travel time buffer helps you ensure good service. - In densely populated urban locations such as Manhattan, add a 15 minute travel time buffer to find parking. - For secure locations, such as army bases, allocate 10 minutes for security checks. - Account for unpacking specialized equipment - Add time to navigate larger sites such as hospitals and airports. ## How the Buffer is Evaluated Field Service applies the first non-zero buffer value it finds in this order. - 1: Service Appointment: `TravelTimeBuffer` field on the Service Appointment record. - 2: Service Territory: `TravelTimeBuffer` field on the Service Territory record. - 3: Org-Wide Default: Default `Travel Time Buffer` setting configured under **Scheduling** > **Routing**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The buffer time isn’t cumulative and the highest priority buffer value overrides other values. For accurate reporting and cost analysis, Salesforce copies the specific buffer value that was applied (based on the hierarchy) to a dedicated field on the `Assigned Resource` record. This allows dispatchers to differentiate actual driving time from buffer time when analyzing KPIs. ## Considerations Note these considerations about the travel time buffer. - Travel time buffers are available only when you’re using Enhanced Scheduling and Optimization. - If the calculated travel time is zero, the buffer isn't applied. For example, consecutive same-site appointments, offsite appointments. - Buffers aren’t applied to resource absences, lunch breaks, or travel back to the home base at the end of a shift. - For service crews, the buffer value is copied only to the `Assigned Resource` record representing the crew itself, not individual members. - The maximum buffer value that you can specify is 120 minutes. ## Set Up a Travel Time Buffer on Service Appointments Apply a specific travel time buffer directly to a service appointment. This value overrides any buffer set on the service territory or org. ### Required Editions
User Permissions Needed
To create a travel time buffer: Edit on service appointments
1. From the App Launcher, find and select **Service Appointments**. 2. Navigate to the service appointment record that you want to configure. 3. Find the **Travel Time Buffer (in minutes)** field and click the **Edit** icon. 4. Enter the desired buffer time in minutes (0-120). 5. **Save** the service appointment record. When this service appointment is scheduled, the value entered in the **Travel Time Buffer (in minutes)** field is added to the calculated travel time. This total time is used for scheduling and reflects on the Gantt tooltip. The buffer value is also be copied to the related Assigned Resource record. ## Set Up a Travel Time Buffer for Service Territories Configure a default travel time buffer for all service appointments in a specific service territory. This buffer is applied unless a specific buffer is set directly on the Service Appointment record. ### Required Editions
User Permissions Needed
To create a travel time buffer: Edit on service territories
1. From the App Launcher, find and select **Service Territories**. 2. Select the Service Territory record that you want to configure. 3. Find the **Travel Time Buffer (in minutes)** field and click the **Edit** icon. 4. Enter the desired buffer time in minutes (0-120). 5. **Save** the Service Territory record. Service appointments within this territory will automatically have this buffer added to their calculated travel time unless a different buffer is specified on the individual service appointment record. This buffer shouldn’t be applied to capacity limit calculations. It's recommend to account for ‌buffer time when entering the average travel time per territory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Manually changing the buffer value on a Service Territory doesn't automatically recalculate travel times for already scheduled appointments within that territory. When a scheduling operation occurs, the new value is calculated. ## Set Up an Org-Wide Default Travel Time Buffer Configure a default travel time buffer that applies across your entire org. This org-wide buffer is used only when no specific buffer is defined at the service appointment or service territory level. ### Required Editions
User Permissions Needed
To create a travel time buffer: Field Service Admin permission set
1. From the **App Launcher**, find and open the `Field Service Admin` app. 2. Click the **Field Service Settings** tab. 3. Click **Scheduling**, then click **Routing**. 4. Locate the **Travel Time Buffer** setting. 5. Enter the default buffer time in `minutes`. The value must be a whole number between 0 and 120. This buffer adds time for activities such as parking or site access before work begins. 6. **Save** your changes. Any service appointment that doesn't have a buffer defined on its own record or on its service territory uses this org-wide default buffer value during scheduling calculations. # Configure Unified Routing For Partner Telephony Use the unified routing option in the contact center details page to enable or disable unified routing for the contact center. This article applies to: - Salesforce Voice with Partner Telephony ![Configure unified routing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_unified_routing1.png) When unified routing is enabled for a contact center, Salesforce uses Omni-Channel to handle call routing for all the voice channels in the contact center. - **[Unified Routing for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_byot_calls.htm&release=264.0.0&type=5)** Set up unified routing for voice calls. - **[Unified Routing for Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_skills.htm&release=264.0.0&type=5)** After configuring unified routing, set up skills-based routing. - **[Route Calls Directly to a Rep with Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_rep.htm&release=264.0.0&type=5)** Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives. # Configure Voice and Chat to Incident for IT Services Create incident records directly from live conversations or messaging sessions to capture customer data efficiently. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up voice and chat to create incident records: View Setup and Configuration
Before you begin, set up [Enhanced Chat for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_setup.htm&release=264.0.0&type=5 "Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.") and [Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5 "Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays."). 1. From **Setup**, in the Quick Find box, enter IT Service Management, and then select **Quick Setup**. 2. Click **Get Started**. 3. Turn on AI for creating chat and voice records: 1. Next to Configure Chat and Voice to Incident using AI, click **Edit**. 2. Turn on **Chat and Voice to Incident using AI**. 3. Save your changes. # Configure Voicemail with Omni-Channel Unified Routing Configure voicemail support for a contact center that is set up for Omni-Channel Unified Routing. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
Before you begin, [Configure Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for a contact center. 1. In Amazon Connect, select **Routing** and then select **Flows**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup. 2. If you’re using our sample flows, open the **Sample SCV Voicemail Subflow for Omni Routing** flow. Otherwise, edit your preexisting flow. If needed, import the [sample flow](https://github.com/service-cloud-voice/examples-from-doc/blob/main/ContactFlows/Sample_SCV_Voicemail_Subflow_For_Omni_Routing) into your Amazon Connect instance by downloading it from GitHub and then selecting **Create flow** and **Create customer queue flow** in Amazon Connect. For instructions on how to import flows, see the [Import/export flows page](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html) in the Amazon Connect Administrator Guide. 3. Update the sample subflow or your preexisting flow. 1. In the Invoke AWS Lambda function block named **Cancel routing**, update the Function ARN. Under **Set manually**, select a function that is prepended with the name of your contact center instead of a placeholder function name. ![Opened Invoke AWS Lambda Function block with Function ARN area, Set manually selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_voicemail_subflow_setup.png) 2. Optionally, to change the greeting prompts or adjust the interruption period for how often the IVR menu plays, update the Loop prompts block named **Waiting loop**. ![Opened Loop prompts block with configurations for the waiting loop](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_voicemail_waiting_loop.png) 4. In Amazon Connect, select **Routing** and then select **Flows**. 5. If you’re using our sample flows, edit the **Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation** flow. Otherwise, edit your preexisting inbound flow. 1. Delete the **Transfer to flow** block that appears after the **Set working queue** block. 2. Add a **Set customer queue flow** block, and place it in the flow after the **Set working queue** block. In the **Set customer queue flow** block, select the customer queue flow you created and imported in Step 3. 3. Add a **Set recording and analytics behavior** block, and place it in the flow after the **Set customer queue flow** block. Configure this block according to your business needs. 4. Add a **Transfer to queue** block, and place it in the flow after the **Set recording and analytics behavior** block. Here’s an example of a modified flow. ![Opened Loop prompts block with configurations for the waiting loop](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_voicemail_flow_edits.png) 6. Save your work and publish the flow. # Configure Work Items as Primary or Interruptible Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible. ### Required Editions
View supported editions.
When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. You can define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note LiveChatTranscript records are uninterruptible and always use primary capacity. A field on the work item—the Is Interruptible field on a Pending Service Routing or Agent Work record—determines whether a work item is interruptible. You can set work items as interruptible in any of these ways: from the service channel, from routing settings, or in Apex. - Use service channel settings to set work items as interruptible. In Setup, under Omni-Channel Service Channels, select **Is Interruptible**. For example, configure work in the Case service channel as interruptible and work from the Chat service channel as primary. ![Set channels as uninterruptible](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_set_channel_interruptible_01.png) - Use routing configurations to set work items as interruptible. In Setup, under Omni-Channel Routing Configurations, set Capacity Type for routed work items. You can set this field as interruptible, primary, or inherited from the service channel. ![Set capacity type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_set_capacity_type_01.png) - Use Apex to set the capacity type. In Apex, set the `IsInterruptible` field explicitly on a Pending Service Routing record or Agent Work record for a work item. If you define an Omni-Channel flow that uses the Route Work action, specify a service channel or routing configuration in the flow. Configure interruptibility in the service channel or routing configuration. Omni-Channel can then set the Is Interruptible field on Pending Service Routing records accordingly. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Tier 1 service reps handle mostly high-priority cases. When they have time, they take cases with lower priorities, too. Define a queue and create a routing configuration for each type of case. In each routing configuration, set the capacity type as Not Interruptible for high-priority cases and Interruptible for lower-priority cases. An Omni-Channel flow looks at an incoming case’s priority and routes the case to the appropriate queue. Omni-Channel then checks the Interruptible field on the Pending Service Routing record and routes the work to a service rep who meets the capacity rules. ## Configure Capacity Weight for Work Items Omni-Channel routes according to both interruptibility and work item size. After you’ve set work items as primary or interruptible, configure their capacity weights. You can set the capacity weight for work items in two ways: in the routing configuration, and in Apex. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When you define the size of a work item, make sure that it’s smaller than the value that’s set for the primary and interruptible capacities. Otherwise, Omni-Channel can never route that work item. - Set the capacity weight for work items in the routing configuration. In Setup, under Omni-Channel Routing Configurations, specify the work item size. Define the size as work units or as a percentage of a service rep’s capacity. For example, if a service rep has a capacity of six work units and all cases have a capacity weight of two, an agent can handle up to three cases. Alternatively, specify the work item’s required capacity as a percentage. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note A voice call requires 100% of a service rep’s capacity, whether it’s specified through Units of Capacity or Percentage of Capacity. ![Work item size](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_work_item_size_01.png) When Omni-Channel makes routing decisions, it checks percentages of available primary and interruptible capacity. If you specify work item size using work units, it converts available capacities to percentages to check if the service rep has availability that meets the rules. - Alternatively, in Apex, set the Capacity Weight or Capacity Percentage field explicitly on these records: `PendingServiceRouting`, `AgentWork`, and `QueueRoutingConfig`. Now you’re ready for Omni-Channel to make routing decisions using primary and interruptible capacity. #### See Also - [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away.") - [Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5 "Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.") - [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&type=5&language=en_US) # Configure Workforce Scheduling and Optimization Set the org-level defaults that control how Workforce Scheduling creates and schedules service appointments — and, for field work, how it optimizes the schedule. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Field scheduling covers work that a resource performs at the customer’s location, such as home visits or site inspections, tracked as Visits or Service Appointments. Configure org-level defaults for how field appointments are created, scheduled, and optimized — including due dates, status transitions, operating hours, appointment sliding and pinning, travel time, and optimization commit modes. On-site scheduling covers work performed at a branch or office, such as an in-office interview, tracked as Interactions or Service Appointments. Configure org-level defaults for how on-site appointments are scheduled — including status transitions, pin criteria, lobby management for drop-in appointments, and multi-resource scheduling. - **[Configure Field Scheduling and Optimization in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field.htm&release=264.0.0&type=5)** Set up how Workforce Scheduling creates service appointments, schedules them, and optimizes the schedule for field work. These org-level settings apply to all field service appointments. # Configure Workforce Scheduling Travel Time Buffers Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. Travel time buffers are relevant to field work only. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure Workforce Scheduling travel time buffers: Workforce Scheduling Admin
To create a travel time buffer for service appointments: Edit on service appointments
To create a travel time buffer for service territories: Edit on service territories
## Learn About the Travel Time Buffer With a travel time buffer, you can systematically add extra time to the travel duration calculated for each service appointment. The buffer accounts for additional time required to deliver service to your customers. This ensures that your work plans are more accurate and prevents overbooking workers. Your dispatchers can also view the buffer time when seeing the schedule on the Gantt, by hovering over a service appointment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_example.png) Example Here are situations where a travel time buffer helps you ensure good service. - In densely populated urban locations such as Manhattan, add a 15 minute travel time buffer to find parking. - For secure locations, such as army bases, allocate 10 minutes for security checks. - Account for unpacking specialized equipment. - Add time to navigate larger sites such as hospitals and airports. ## How the Buffer is Evaluated Field Service applies the first non-zero buffer value it finds in this order. 1. Service Appointment: `TravelTimeBuffer` field on the Service Appointment record. 2. Service Territory: `TravelTimeBuffer` field on the Service Territory record. 3. Org-Wide Default: Default `Travel Time Buffer` setting configured under **Workforce Scheduling** | **Scheduling and Optimization** | **Field Scheduling**. The buffer time isn’t cumulative and the highest priority buffer value overrides other values. For accurate reporting and cost analysis, Salesforce copies the specific buffer value that was applied (based on the hierarchy) to a dedicated field on the `Assigned Resource` record. This allows dispatchers to differentiate actual driving time from buffer time when analyzing KPIs. ## Considerations Note these considerations about the travel time buffer. - If the calculated travel time is zero, the buffer isn’t applied. For example, consecutive same-site appointments, offsite appointments. - Buffers aren’t applied to resource absences, lunch breaks, or travel back to the home base at the end of a shift. - The maximum buffer value that you can specify is 120 minutes. ## Set Up a Travel Time Buffer Set a travel time buffer at the service appointment, service territory, or org-wide level. ### Set Up a Travel Time Buffer on Service Appointments Apply a specific travel time buffer directly to a service appointment. This value overrides any buffer set on the service territory or org. 1. From the App Launcher, find and select **Service Appointments**. 2. Navigate to the service appointment record that you want to configure. 3. Find the **Travel Time Buffer (in minutes)** field and click the **Edit** icon. 4. Enter the desired buffer time in minutes (0-120). 5. **Save** the service appointment record. When this service appointment is scheduled, the value entered in the **Travel Time Buffer (in minutes)** field is added to the calculated travel time. This total time is used for scheduling and reflects on the Gantt tooltip. The buffer value is also copied to the related Assigned Resource record. ### Set Up a Travel Time Buffer for Service Territories Configure a default travel time buffer for all service appointments in a specific service territory. This buffer is applied unless a specific buffer is set directly on the Service Appointment record. 1. From the App Launcher, find and select **Service Territories**. 2. Select the Service Territory record that you want to configure. 3. Find the **Travel Time Buffer (in minutes)** field and click the **Edit** icon. 4. Enter the desired buffer time in minutes (0-120). 5. **Save** the Service Territory record. Service appointments within this territory automatically have this buffer added to their calculated travel time unless a different buffer is specified on the individual service appointment record. This buffer shouldn’t be applied to capacity limit calculations. It’s recommended to account for buffer time when entering the average travel time per territory. Manually changing the buffer value on a Service Territory doesn’t automatically recalculate travel times for already scheduled appointments within that territory. When a scheduling operation occurs, the new value is calculated. ### Set Up an Org-Wide Default Travel Time Buffer Configure a default travel time buffer that applies across your entire org. This org-wide buffer is used only when no specific buffer is defined at the service appointment or service territory level. Any service appointment that doesn’t have a buffer defined on its own record or on its service territory uses this org-wide default buffer value during scheduling calculations. To set the org-wide default travel time buffer, see [Configure Scheduling Behavior for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time."). # Configure Your Amazon Connect Instance Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
When you turn on Salesforce Voice in your org, Salesforce creates an Amazon Web Services account for you. When you create your Voice contact center, Salesforce creates an Amazon Connect instance for you. Configure your Connect instance so it works with Voice. As a best practice, use an IAM user account, instead of the root user account, to complete these configuration tasks. These instructions help you set up a basic Voice contact center. Many companies also wish to customize their telephony system to support their business processes. For information about customizing your Amazon Connect instance, see [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles."). ## Create an IAM User for Amazon Web Services As a best practice and when possible, use an IAM user account instead of the root user account in AWS. The root user account has unrestricted access to all the resources in your AWS account. To keep the root user account secure, create an IAM User and log in with that account to configure your Amazon Connect instance for Salesforce Voice. For more information, see [Creating Your First IAM Admin User and User Group](https://docs.aws.amazon.com/IAM/latest/UserGuide/getting-started_create-admin-group.html) in the AWS Identity and Access Management User Guide. ## Claim a Phone Number in Amazon Connect To receive or make calls, you need a phone number. Amazon Connect provides several options, including claiming an available number and porting an existing number, among other options. For more details, see [Set up phone numbers for your contact center](https://docs.aws.amazon.com/connect/latest/adminguide/contact-center-phone-number.html) in the Amazon Connect Administrator Guide. To get your contact center up and running immediately, you can claim an available phone number in Amazon Connect for use with inbound and outbound calls for all contact center users. We recommend this setup for service use cases. You must choose from a list of available phone numbers in Amazon Connect. You can’t request a specific number unless you already have it through your current telephony provider and request to port it to Amazon Connect. If you have a current phone number that you want to use for your contact, submit a request to AWS to [port your current phone number](https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html). It can take between 2-12 weeks to port a number. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For sales use cases or blended sales and service use cases, associate a unique phone number to each contact center user so they can reach out to customers and hear back from them directly. See [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls."). To claim a phone number in Amazon Connect, log in to your Amazon Connect instance and follow these steps: 1. Hover over **Channels** and click **Phone numbers**. 2. Click **Claim a number**. If you’ve reached the limit of phone numbers in your Amazon Connect instance, see the instructions in [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS."). 3. In the country menu, select your country. Amazon Connect suggests phone numbers with the country code and number format for that country. 4. Select a number from the list of available phone numbers. If you want to request an area code that isn’t shown in the list of numbers, contact Amazon Web Services per the instructions in [Claim a phone number in your country](https://docs.aws.amazon.com/connect/latest/adminguide/claim-phone-number.html). 5. In the Contact Flow/IVR menu, select Sample SCV Inbound Flow Amazon Connect flow. 6. Save your work. For more information, see [Sample Flows for Salesforce Voice](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows_sample_flows.htmAC). ## Set Up a Queue Select a queue for outbound calls. 1. Hover over **Routing** and click **Queues**. 2. Click BasicQueue. 3. In the **Outbound caller ID number** menu, select the phone number that you claimed. 4. In the **Outbound whisper flow** menu, select the Sample SCV Outbound Flow with Transcription using Contact Lens Amazon Connect flow. 5. Save your work. If you want to create more queues, click **Add queue** and specify the queue’s settings. #### See Also - [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.") - [Sample Flows for Salesforce Voice](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) # Configure Your Audio Device and Incoming Work Notifications If you receive phone calls on the wrong audio device, change the device. Also, to ensure that you don't miss an incoming work item in Omni-Channel, enable audible signals. In case you navigate away from the Omni-Channel component window, set up visual notifications as well. ### Required Editions
View supported editions.
1. To change the audio device, click the Settings icon on the Omni-Channel component and choose your preferred devices under Input and Output. The devices you choose are set only for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in the Apple Safari browser. By default, phone calls are taken through the same speakers and microphone your system device uses. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Selecting audio devices in the Omni-Channel Settings doesn't guarantee their use. To troubleshoot audio device output or input issues, check browser and computer audio settings. For more help, contact your Salesforce admin, Salesforce Voice telephony provider, or IT rep. 2. To be notified about new work, turn on settings in the operating system and browser applications so that you can receive the notifications. 3. To see visual alerts, click the Settings icon in the Omni-Channel component, and then turn on **Show new work notifications in the browser**. When a new work item is assigned and the browser window isn’t in focus, you receive the alert. 4. To choose a preferred device for receiving notification sounds from Omni-Channel, click the Settings icon again and, under Ringer Output, choose the device. The device you choose is only set for your current browser. For example, if you choose a device for Google Chrome, that device isn’t set for Mozilla Firefox. This feature isn’t available in Apple’s Safari browser. 5. To check for the expected Ringer Output sound, click **Test Notification Sound**. # Configure Your Business Data Configure business data such as user access, work types, operating hours, and time slots. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Set up user access, work types, and operating hours before you create service territories and service resources. A service territory draws its availability from operating hours, and a service resource is assigned to a service territory. - **[Manage User Access](https://help.salesforce.com/s/articleView?id=service.wfs_manage_user_access.htm&release=264.0.0&type=5)** Assign Workforce Scheduling personas to the users who schedule, dispatch, and perform work. - **[Create Work Types in Salesforce Go](https://help.salesforce.com/s/articleView?id=service.wfs_create_work_types.htm&release=264.0.0&type=5)** Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports. - **[Create Work Types From the Record Page](https://help.salesforce.com/s/articleView?id=service.wfs_create_work_types_record_page.htm&release=264.0.0&type=5)** Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports. - **[Create Operating Hours and Time Slots](https://help.salesforce.com/s/articleView?id=service.wfs_create_operating_hours_time_slots.htm&release=264.0.0&type=5)** Define when your team is available to work and the time slots customers can schedule. - **[Create Service Territories](https://help.salesforce.com/s/articleView?id=service.wfs_create_service_territories.htm&release=264.0.0&type=5)** Organize your workforce by creating service territories from Salesforce Go. - **[Create Service Resources](https://help.salesforce.com/s/articleView?id=service.wfs_create_service_resources.htm&release=264.0.0&type=5)** Represent the people and assets that perform work as service resources so that you can assign service appointments to them. # Configure Your Contact Center To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces. ### Required Editions
View supported editions.
- **[Set Up Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5)** Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider. - **[Configure Your Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5)** Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice). - **[Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5)** To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. - **[Create a Default Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_default_phone_channel.htm&release=264.0.0&type=5)** To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record. - **[Set Up the Service Rep Workspace](https://help.salesforce.com/s/articleView?id=service.voice_agent_workspace_setup.htm&release=264.0.0&type=5)** Now that you set up your phone channel and added users to your contact center, it's time to add Omni-Channel to the service rep's workspace. To enable reps to change their presence status and triage their incoming work assignments, add Omni-Channel to the app where they work. - **[Set Up the Supervisor Workspace](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_workspace_setup.htm&release=264.0.0&type=5)** Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work. - **[Restrict Phone Type Selection for Contact Center (Beta)](https://help.salesforce.com/s/articleView?id=service.voice_phone_type.htm&release=264.0.0&type=5)** Configure a contact center to restrict reps to use only the softphone and hide the desk phone option in the Omni-Channel utility. This feature helps enforce company policies and meet regulatory compliance requirements. - **[Next Steps for Salesforce Voice after Contact Center Configuration](https://help.salesforce.com/s/articleView?id=service.voice_configure_cc_next_steps.htm&release=264.0.0&type=5)** You’ve set up Salesforce Voice (formerly Service Cloud Voice) and customized your contact center. Now that basic setup is done, learn about more advanced features and optional customizations that can enhance the experience of your reps and customers. #### See Also - [Create Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5 "Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app.") - [Create Your Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_create_cc.htm&release=264.0.0&type=5 "After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information.") - [Use a New Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_new_byoa.htm&release=264.0.0&type=5 "Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect.") - [Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&release=264.0.0&type=5 "Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice.") - [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&release=264.0.0&type=5 "You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role.") # Configure Your Einstein Classification Model Specify which closed cases and fields Einstein learns from, and choose the fields that you want Einstein to predict. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
1. To create a model, click **Get Started** or **New Model** on the Einstein Classification setup page. ![Initial setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_get_started.png) 2. Select an app and enter a name for your model. Click **Next**. ![Select an app and a name for your model.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_select_app.png) 3. Define the type of cases for your model to focus on for training. For Einstein Case Classification, you can add up to 30 input fields including String, Picklist, and Lookup fields. At least one string-type input field is required for training. For Einstein Case Wrap-Up, only subject and description fields are used as inputs. ![Adding input fields to a new model](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_input_fields.png) If you want, define a segment of cases to limit which closed cases Einstein learns from and which new cases get predictions. See Case Classification Key Concepts. Then, click **Next**. 4. If you want, define a segment of cases to limit which closed cases Einstein learns from and which new cases get predictions. [See Case Classification Key Concepts.](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&type=5&language=en_US) Then, click **Next**. ![New model flow Segment data](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_segment.png) 5. If you want, define additional criteria to identify example cases for Einstein to learn from. If you defined a segment, your example cases come from your segment. See [Case Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&type=5&language=en_US). Then, click **Next**. ![New model flow Example data](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_example.png) 6. Add the fields that you want Einstein to predict. For help, see [Considerations for Choosing Fields to Predict](https://help.salesforce.com/s/articleView?id=service.cc_service_field_considerations.htm&release=264.0.0&type=5 "When you create your Einstein classification model, you select the fields that Einstein learns from and the fields Einstein predicts. Follow our guidelines when choosing fields."). Then, click **Next**. ![Add fields to predict for your service reps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_service_add_fields.png) 7. Address any warning or error messages and make sure that you have enough data. ![New model flow case count messages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_count_messages.png) If you have a low volume of closed-case data (400–1,000 closed cases) in your segment or example case set or for an input field in your model, you can still save your settings and build the model. However, the low volume can hurt your prediction results. If you have fewer than 400 closed cases in any of those categories, gather more data or adjust your filters. A large number of segment or example filters can take a while to process. If the process takes too long you don’t always see a case count, but your model still builds. 8. Click **Finish** and move on to building your model. Your new model appears on the Einstein Classification setup page. ![Predictive models section of the setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_multi_model.png) If you create multiple models, drag them into priority order in the list. If a case matches multiple models’ criteria, predictions come only from the active model with the highest priority. For example, suppose that the higher-priority Model 1 predicts the Priority and Reason fields, and Model 2 predicts the Escalated field. If a new case matches both models’ filter criteria, service reps see predictions for the Priority and Reason fields but not for the Escalated field. Keep in mind that you can add the same field to multiple models. - **[Considerations for Choosing Fields to Predict](https://help.salesforce.com/s/articleView?id=service.cc_service_field_considerations.htm&release=264.0.0&type=5)** When you create your Einstein classification model, you select the fields that Einstein learns from and the fields Einstein predicts. Follow our guidelines when choosing fields. # Configure Your Network for Server-Sent Events Make sure that your real-time messaging services have stable connectivity by configuring your IT and network security settings. ### Required Editions [View Supported Editions](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US)
User Permissions
To manage connections and handle messaging sessions:
  • Enhaced Chat User permission set
  • Enhanced Chat Rep user permission
To reply or transfer conversations: Access Conversation Entries permission. This permission is available via the Service Cloud Voice User license or the Agentforce Service Agent User license.
Apply these rules to the ORGSUBDOMAINHERE.my.salesforce-scrt.com domain. Apply these settings across all network layers, including endpoint security software, such as antivirus programs, and browser extensions that act as local proxies. - **Firewall and proxy allowlisting**: Permit outbound HTTPS traffic on Port 443 for the domain. Apply this rule to firewalls, load balancers, and VPNs. - **Disable SSL and TLS inspection**: Create an SSL bypass rule, or HTTPS inspection exemption, for this domain. This bypass prevents the security engine from intercepting and buffering the real-time stream. - **Disable response buffering**: Configure proxies and gateways to stream responses rather than buffer them. - **Connection timeouts**: Set the connection timeout to at least 75 minutes. We recommend 90 minutes. This timeout setting prevents the network from prematurely cutting the open line. ## Set Up CORS for Server-Sent Events Allowlist the messaging domain within Salesforce to make sure that Server-Sent Events (SSE) function correctly. 1. From Setup, in the Quick Find box, enter CORS, and then select **CORS**. 2. Click **New**. 3. Enter https://ORGSUBDOMAINHERE.my.salesforce-scrt.com. 4. Save your changes. # Configure Your Own SLA Policies and Milestones for IT Services Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
If you want to automatically apply the correct entitlements to your SLA policies, the auto-apply entitlement feature is only available with the simplified setup experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about other Salesforce objects, such as cases, apply the same concepts to Agentforce IT Service objects, such as incidents. 1. To provide your support team with a structured timeline for resolving incidents, problems, and change requests, [create an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_create.htm&type=5&language=en_US). Each policy includes the logic to enforce the correct service level. 2. To define the required, time-dependent steps within your SLA policies, [create milestones and add them to an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_adding_sla.htm&type=5&language=en_US). Milestones ensure support reps resolve records correctly and on time. An SLA policy can have up to 10 milestones. 3. To automate notifications and updates when a milestone is completed or violated, [create and add milestone actions to an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_milestone_actions.htm&type=5&language=en_US). Milestone actions are time-dependent workflow actions that occur at each step (milestone) in an SLA policy. 4. When you create a milestone type, you must choose its recurrence type. Milestone recurrence types determine how a milestone behaves when its criteria are met multiple times on a support record. See [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.sla_milestone_sequential_recurrence.htm&type=5&language=en_US). 5. To reduce manual effort in applying SLA policies to incidents, problems, and change requests, configure auto apply entitlements so that the correct SLA policy is applied to an object. See [Automatically Apply Entitlements to Cases and More](https://help.salesforce.com/s/articleView?id=service.auto_mapping_entitlements.htm&type=5&language=en_US). 6. To give incidents reported by privileged employees, such as VIPs, faster response and resolution targets, assign an entitlement to those incidents by using a standard flow template. See [Prioritize Incidents for Employees with Privileges](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "Use the standard flow templates to give incidents from privileged employees faster SLA targets and specialized routing. Each template checks whether the employee who reported the incident has a privilege that’s tagged VIP."). # Configure Your Routing Rules You can use these ways to route work. ### Required Editions
View supported editions.
- **[Basic Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_to_queue.htm&release=264.0.0&type=5)** Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel. - **[Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&release=264.0.0&type=5)** Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects. - **[Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5)** Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns. - **[Route Voice Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_unified_routing_voice.htm&release=264.0.0&type=5)** Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system. # Configuring Single Sign-On (SSO) with Amazon Connect Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
For Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect each Salesforce Voice contact center comes with these default behaviors: - One Amazon Connect user is created for each Salesforce user (rep or supervisor) that you add to the Salesforce Voice contact center. - Salesforce Voice manages users in Salesforce orgs only. Salesforce doesn’t manage users in Amazon Connect. For example, deactivating a user in Salesforce doesn’t deactivate them from Amazon Connect. For each contact center you create, Salesforce creates an Amazon Connect instance with the following default SSO configuration: - Amazon is the service provider. - Salesforce is the identity provider (IdP). As the IdP, Salesforce authenticates users and provides credentials to Amazon, the requesting service provider. Salesforce Voice references Salesforce users as the source of truth for identities. - Salesforce Voice and Amazon Connect support SAML 2.0-based authentication. - Salesforce automatically adds the Salesforce Single Sign-On external client app to the Salesforce Voice permission set. Salesforce assigns the permission set to all users selected as contact center admins when the center is created. Any logged in Salesforce user with the Salesforce Voice permission set is automatically logged into the contact center’s associated Amazon Connect instance. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you created the contact center in Voice. The Single Sign-On Connected App and REST API OAuth Connected App were created and assigned a connected app permission set to your contact center admins. ## Use Cases This section lists some possible SSO integrations for Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect. Use only Salesforce as the identity provider for Amazon Connect
Use CaseSupported?
Sign in to Salesforce and then use Salesforce Voice with the Omni-Channel softphone.Yes.
Sign in to Salesforce and then use the Amazon Connect CCP softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
Use the Omni-Channel or Amazon Connect CCP softphone without signing in to Salesforce first.No.
Use Salesforce plus a third party as identity providers for Amazon Connect The user directory is maintained through the third party identity provider.
Use CaseSupported?
Sign in to Salesforce and then use Salesforce Voice with the Omni-Channel softphone.Yes.
Sign in to Salesforce and then use the Amazon Connect CCP softphone.Yes.
Sign in via the third-party IdP and then use the Amazon Connect CCP softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
Sign in via the third-party IdP and then use Salesforce Voice with the Omni-Channel softphone.No.
Use a third-party identity provider for Amazon Connect
Use CaseSupported?
Sign in to Salesforce and then use Salesforce Voice with the Omni-Channel softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
Sign in to Salesforce and then use the Amazon Connect CCP softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
Sign in via the third-party IdP and then use the Amazon Connect CCP softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
Sign in via the third-party IdP and then use Salesforce Voice with the Omni-Channel softphone.Yes with some additional configuration. Contact Salesforce Customer Support.
- **[Maintain Your Managed External Client App](https://help.salesforce.com/s/articleView?id=service.voice_managed_eca.htm&release=264.0.0&type=5)** When you create a contact center, Salesforce automatically generates a managed external client app (ECA) to handle your SAML single sign-on (SSO) authentication. Because Salesforce manages this external client app as part of your contact center provisioning, you can’t access or edit it from the External Client App Manager in Setup. Instead, manage all settings and policies for this app from your contact center settings. # Confirm Your Tax Registration Number After your Amazon Web Services subaccount is created, confirm your company’s tax registration number for the subaccount. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect
View supported editions.
User Permissions Needed
To turn on Voice: Customize Application
To view Amazon Web Services documentation, go to [https://docs.aws.amazon.com/](https://docs.aws.amazon.com/). Search for tax registration number. The steps differ depending on whether your company is located inside or outside the United States. United States customers: By default, the billing address is the Salesforce address. For accurate tax calculation, you must [update your billing address in your AWS console](https://help.salesforce.com/s/articleView?id=005108661&language=en_US&type=1). Clicking **Acknowledge** means that you’ve read the tax registration notice. Non-United States customers: If you're located outside the US, go to the AWS Tax Settings page (https://console.aws.amazon.com/billing/home?#/tax) and enter your tax registration number. When you’re done, come back to the Amazon Setup page and click **Confirm Settings**. Then click **Acknowledge**. 1. From Setup in Salesforce, enter Amazon Setup in the Quick Find box, then select **Amazon Setup**. 2. In the Register Tax Information section, click **Confirm Settings**. 3. Click **Acknowledge**. An email notification is sent to the Salesforce admin when Voice is successfully turned on. Next, create your contact center and add users to it. # Connect a Flow to the Field Service Mobile App You can set up an app extension that connects a flow to the Field Service Mobile App. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To view, edit, or create a flow in Flow Builder: Manage Flow
To run flows from the app: Run Flows
Before you create an app extension, make sure that you have already [created a flow](https://help.salesforce.com/articleView?id=flow_builder.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You must use the Field Service Mobile flow type. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, and select **Field Service Mobile Settings**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only the user profiles assigned to the mobile settings configuration you select have access to the flow. To manage user profile assignments, click **Manage Assignments** on the Field Service Mobile Settings page. 2. In Lightning Experience, click the dropdown menu next to the mobile settings configuration that you want to add the flow to and select **Show Details**. If you’re using Salesforce Classic, click the name of the mobile settings configuration that you want to add the flow to. 3. In Lightning Experience, under App Extensions, click **New**. If you’re using Salesforce Classic, under App Extensions, click **Add**. 4. Enter a label for your app extension. This label is what your users see in the user interface. 5. For Type, select **Flow**. 6. Enter a name that expresses the purpose of the flow. 7. For Scoped to Object Types, which controls where users can find and activate the flow, enter the API name of the object. If you want to scope the flow to multiple objects, separate the object names with a comma and no space. For example, if you enter WorkOrder,Contact, users can activate the flow from the detail page of a work order or contact. To create an unscoped flow action so that users can activate the flow from multiple screens, leave this field blank. 8. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Flows must be of the type **Field Service Mobile**. For Launch Value, enter the unique name of your flow. 9. Click **Save**. ## Add a Flow from a Quick Action 1. Create a Flow with type Field Service Mobile Flow. Remember the Flow Label name for future steps. 2. Mark the new flow as **Active**. 3. In Object Manager select **Work Order** or **Work Order Line Item**, depending on which layout you want to use. 4. Click **Buttons, Links, and Actions**. 5. Click **New Action** and set the Action Type to **Flow**. 6. Set the Flow dropdown to the Flow Label name. 7. Enter the text you want to appear in the app for the name field. Remember this name for future steps. 8. Save your work. 9. In Object Manager, search for Work Order and select **Page Layouts**. 10. Click the page layout you want to modify, then select **Mobile and Lightning Actions**. 11. Find the action you created by searching for the name you entered in the name field. 12. Drag your action to the Salesforce Mobile and Lightning Experience section of your layout. 13. Save your layout. # Connect a Standard Bot to Channels Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To add, edit, or delete channels Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In orgs created in Summer ‘23 and later, Salesforce automatically enables enhanced Omni-Channel routing. Enhanced Omni-Channel routing doesn’t support standard bots or channels. If enhanced Omni-Channel routing is enabled for your org, we recommend [cloning your standard bots as enhanced bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5 "Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing."). But if you still want to use standard bots, you can switch to standard Omni-Channel routing. Einstein Bots Standard Channel Specifications: - Standard bots support standard channels such as Chat (In-App and Web) and Messaging (SMS, Facebook Messenger, and WhatsApp channels only). Standard bots don’t support enhanced channels. - Chat: - The Utterance field on the UtteranceSuggestion object is available for encryption with Shield Platform Encryption. This field includes customer suggestions to add to the Intent Model, and contains data when admins select **Store Einstein Bots conversation data** on the Bot Overview page. This field only supports case-insensitive deterministic encryption. To encrypt this field, check **Encrypt** on the Encrypt Field page in Setup. Learn more about Shield Platform Encryption at [How Shield Platform Encryption Works](https://help.salesforce.com/s/articleView?id=xcloud.security_pe_concepts.htm&type=5&language=en_US). - Einstein Bots doesn’t support menus and quick replies in custom Chat windows. - Einstein Bots in Chat channels are now HIPAA and SOC2 compliant. Beta and Pilot features aren’t compliant. Learn more at [Learn About Einstein Bots Compliance](https://help.salesforce.com/s/articleView?id=service.bots_service_compliance.htm&release=264.0.0&type=5 "Bots are compliant with The Health Insurance Portability and Accountability Act (HIPAA), so customers in the healthcare industry can have secure conversations over Chat. Bots now exceed data confidentiality and privacy standards set by the Service Organization Controls reports (SOC 2), and they’re compliant with International Organization for Standardization (ISO) standards. Learn about how the bot infrastructure creates a secure environment with established processes and controls built around security, availability, and confidentiality of customer data."). - Messaging: - Before the Spring ’21 release, the bot sent a “We’re transferring you to an agent” message before transferring to a service rep. This message has been removed, and admins can configure the Error Handler system dialog to manage transfers. Learn more about the Error Handler at [Understanding System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."). - Bots with multiple outbound messages in the same dialog are combined into one message. - Bots using Messaging channels don’t use the Bot Response Delay between messages. - Facebook Messenger: Facebook Messenger allows for third-party bots to be connected to Facebook, which can pass information to Salesforce. To connect your third-party bot, customers must get approval from Facebook for their page to access version 2 of Facebook’s Handover Protocol. After it’s approved, developers must send a `pass_thread_control` webhook event and your org must be in a standby state to hear it. More information about the Facebook Handover Protocol is on the [Facebook Developer portal](https://developers.facebook.com/docs/messenger-platform/handover-protocol/). Salesforce doesn’t support third-party bot integration. - In SMS channels, multiple outbound bot messages are combined into one message up to 960 characters. To learn more about character limits, see [Considerations for Long Code Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_text_message_considerations.htm&type=5&language=en_US). - In WhatsApp conversations, users must select options from the most recent menu presented by the bot. Selecting options from earlier menus or sending unrelated messages can interrupt the dialog flow and prevent the conversation from progressing. 1. From the Bot Builder menu, click **Overview**. ![Overview page in Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_overview.png) 2. In the Connections section, click **Add**. ![A list of connections on the Bot Overview page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_connection_section.png) 3. Select the channel and search for the deployment for your bot. ![Add a connection for your bot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_connection_add.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Chat users can enter the name of their chat deployment in the Deployment field, and Messaging users can enter their channel name. Bots search for active Messaging channels. 4. To disable the chat button when no service reps are available for escalation, select **Require Agent Online**. - **[Channel-Specific Rendering for Choices Components](https://help.salesforce.com/s/articleView?id=service.bots_service_channel_choices_rendering.htm&release=264.0.0&type=5)** Choices components render differently depending on the messaging channel. Each channel supports unique interactive message types and limits. #### See Also - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") # Connect Agentforce IT Service with Data 360 Harmonize your IT service data in real time by connecting Agentforce IT Service with Data 360. The IT Service Data Kit gives you a head start with predefined data streams and search indexes. ### Required Editions You can ingest IT service data by using data model objects that specifically store information related to cases, problems, changes, knowledge, and feedback. In Data 360, you can segment the data and create actionable insights that inform decisions around support team productivity, ticket deflection, and predictive service resolution.
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Set Up Data 360 for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5)** Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit. - **[Agentforce IT Service Data Model Objects](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_dmo.htm&release=264.0.0&type=5)** Get access to Data Model Objects (DMOs) as part of the unified package that’s automatically installed in your org when you enable Agentforce IT Service and Data 360. Whereas some data model objects are available only with Agentforce IT Service enabled in the org, other objects in the unified package can also be used to model support, knowledge, and operational information for an IT service business. - **[Agentforce IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_data_kit.htm&release=264.0.0&type=5)** The Agentforce IT Service Data Kit gives you a head start with easy-to-use, predefined data streams and search indexes. By using these tools, you can bring data from the Agentforce IT Service app into Data 360, creating a single source of truth for your IT environment. - **[Configuration Management Database and Service Graph Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_cmdb_data_kit.htm&release=264.0.0&type=5)** Sync Configuration Management Database (CMDB) data into Data Cloud. Use the data kit to map core CMDB entities to Data Model Objects (DMOs) for deeper analysis and reporting. Gain visibility into your IT asset landscape and dependencies so your team can assess service impact, investigate incidents, and plan changes. - **[IT Compliance Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_it_compliance_data_kit.htm&release=264.0.0&type=5)** The IT Compliance data kit enriches your Data Cloud instance with governance, risk, and compliance data. By ingesting risk, policy, audit, and evidence records, it prepares your compliance data to streamline audit readiness, automate evidence collection, and track remediation progress across your compliance landscape. # Connect and Deploy the Service to a Knowledge Article This final task connects all the pieces and makes the service visible to your Experience Cloud site. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
1. Return to your service’s configuration page in the Unified Catalog app. 2. Under Configuration, click **Intake Form**. Select the Screen Flow you built in [Build the Intake Form](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_intake_form.htm&release=264.0.0&type=5 "This task guides you through building the user-facing form for your service."). 3. Click **Fulfillment**. Select the Autolaunched Flow you built in [Build the Backend Automation](https://help.salesforce.com/s/articleView?id=service.knowledge_build_the_backend_automation.htm&release=264.0.0&type=5 "This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions."). 4. Activate the service. 5. Create a Product record to represent your service and ensure the Active checkbox is selected. 6. Navigate to the target Knowledge Article record. 7. In the Linked Articles related list, associate the Product record with the article. 8. From Experience Builder, navigate to your Knowledge Detail page (for Aura or LWR sites). 9. Drag the Knowledge Article and Service Process component from the Components panel onto your page layout. 10. **Publish** your site. # Connect CMDB to Data 360 Turn on CMDB on Data Cloud and Data Sync on Data Cloud to copy Configuration Management Database (CMDB) data to Data 360. Verify that the data streams and Data Model Objects contain CMDB data. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
User Permissions Needed
To connect CMDB to Data 360:

Salesforce org: System Administrator

AND

Data 360 org: Data Cloud Admin
Before you turn on CMDB on Data Cloud, confirm that your org meets these requirements: - Agentforce IT Service is turned on. For more information, see [Set Up Agentforce IT Service with Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go.htm&release=264.0.0&type=5 "Deploy features and configure your Agentforce IT Service org faster with a consolidated initial setup solution and automated configuration. Use Salesforce Go features, feature sets, and the Agentforce IT Service Solution to provision IT services in a few clicks, or pick only the capabilities your company needs through a guided installation."). - The `ITSMOrgPermission` org permission is enabled. - CMDB is turned on. For more information, see [Set Up CMDB Using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&release=264.0.0&type=5 "Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows."). - Data 360 is turned on and set up for Agentforce IT Service. For more information, see [Set Up Data 360 for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5 "Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit."). - The CMDB license is provisioned in the same org as Data 360. In Salesforce Go, the **Turn On CMDB on Data Cloud** option is available only after CMDB is turned on and the `ITSMOrgPermission` org permission is enabled. The **Turn On Data Sync on Data Cloud** option becomes available after you turn on CMDB on Data Cloud. The CMDB Data Kit creates the data streams, Data Lake Objects (DLOs), Data Model Objects (DMOs), and mappings for CMDB data. When you turn on data sync, CMDB copies the records that already exist in your org to Data 360, including the records created before you turned on Data Cloud. New and updated records then continue to sync. 1. From Setup, click **Salesforce Go**. 2. Search for and select **Configuration Management Database (CMDB)**. 3. Click **Get Started**. 4. Confirm that **Turn On Configuration Management Database (CMDB)** is on. 5. Under **Unlock Advanced Functionality**, select **Turn On CMDB on Data Cloud**. This option deploys the CMDB Data Kit and creates the data streams, DLOs, and DMOs. The deployment runs in the background and you can leave the page while the deployment runs. Salesforce sends you an email when the deployment starts and another email when the deployment is completed. For more information, see [Configuration Management Database and Service Graph Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_cmdb_data_kit.htm&release=264.0.0&type=5 "Sync Configuration Management Database (CMDB) data into Data Cloud. Use the data kit to map core CMDB entities to Data Model Objects (DMOs) for deeper analysis and reporting. Gain visibility into your IT asset landscape and dependencies so your team can assess service impact, investigate incidents, and plan changes."). 6. Select **Turn On Data Sync on Data Cloud**. This option is available after **Turn On CMDB on Data Cloud** is on. CMDB copies the records that already exist in your org to Data 360, including the records created before you turned on Data Cloud. You don't run a separate job. The sync runs in the background and can take some time to complete, depending on the volume of your CMDB data. New and updated records continue to sync while this option is on. 7. If you turn data sync off and then on again, review the cost message and confirm the action. When you turn data sync on again, CMDB copies all records to Data 360 again. The extra sync uses more of your Data 360 capacity. 8. In the Data 360 app, open the **Data Streams** tab and confirm that the CMDB data streams are present. For more information, see [Configuration Management Database and Service Graph Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_cmdb_data_kit.htm&release=264.0.0&type=5 "Sync Configuration Management Database (CMDB) data into Data Cloud. Use the data kit to map core CMDB entities to Data Model Objects (DMOs) for deeper analysis and reporting. Gain visibility into your IT asset landscape and dependencies so your team can assess service impact, investigate incidents, and plan changes."). 9. Open the **Data Model** tab and confirm that the CMDB DMOs are present. 10. To confirm that the sync is completed, open a CMDB DMO and compare its record count with the record count in CMDB. If the record counts don't match, the sync is still in progress. Check again later. If records are still missing, contact Salesforce Customer Support. 11. To confirm that record changes sync, create a CI type in CMDB, and then open the Configuration Item Definition DMO in Data 360. For more information about creating CI types, see [Create a Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_citype.htm&release=264.0.0&type=5 "Define a new configuration item (CI) type to represent a specific asset category in Configuration Management Database (CMDB). Each CI type includes required attributes, relationships, and rules that apply to the assets it manages."). The new CI type appears in the DMO. If the record is missing, check again later. Data 360 contains a copy of the supported CMDB records. CMDB remains the source of truth, and record changes continue to sync when data sync is on. # Connect Salesforce and Microsoft Teams for IT Services Connect Salesforce and Microsoft Teams to give employees and IT teams access to IT services, support tickets, and collaboration features in Microsoft Teams. Choose an automated or manual configuration method based on your organization’s requirements. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Configure Salesforce and Microsoft Teams Automatically](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_cnct_sf_and_teams.htm&release=264.0.0&type=5)** Streamline the Salesforce and Microsoft Teams integration by automatically installing the authentication components. Create a Microsoft Entra ID application, configure the generated named credential, and obtain Azure administrator consent. - **[Configure Salesforce and Microsoft Teams Manually](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_cnct_sf_and_teams_manual.htm&release=264.0.0&type=5)** Configure the Salesforce and Microsoft Teams integration manually, including single sign-on, external credentials, the authentication provider, and Microsoft Entra ID callback URLs. # Connect the Agent to Your Messaging Channel in the Legacy Agentforce Builder Now that you’ve created your agent, you’re ready to connect it to your messaging channel. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
1. In Setup, find and select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Agentforce Service Agent**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you already have a flow for routing purposes that you prefer to use, you can select **Omni-Flow** and select that flow here. 5. For Agentforce Service Agent, select the agent that you created. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only active agents appear in this list. If you can’t see your agent, go back to Agentforce Builder and activate your agent. 6. Select a Fallback Queue. 7. Save your changes. # Connect the Agent to Your Messaging Channel in the New Agentforce Builder Now that you’ve created your agent, you’re ready to connect it to your messaging channel. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and must be done manually. 1. In Setup, find and select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Agentforce Service Agent**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you already have a flow for routing purposes that you prefer to use, you can select **Omni-Flow** and select that flow here. 5. For Agentforce Service Agent, select the agent that you created. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only active agents appear in this list. If you can’t see your agent, go back to Agentforce Builder and activate your agent. 6. Select a Fallback Queue. 7. Save your changes. # Connect to WhatsApp Voice Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
- **[Considerations for WhatsApp Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_digital_voice_limits.htm&release=264.0.0&type=5)** Review considerations for using WhatsApp Voice in Salesforce Voice. - **[Provision a WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_channel.htm&release=264.0.0&type=5)** Engage with customers over WhatsApp by provisioning a WhatsApp voice channel. - **[Configure Call Escalation for WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5)** Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel. - **[Set Calling Hours for WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_calling_hours.htm&release=264.0.0&type=5)** Define the hours that you're available to receive calls from your customers. - **[Manage WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_wa_voice.htm&release=264.0.0&type=5)** Update your call and routing settings any time after you create the WhatsApp voice channel. - **[Deactivate WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_deactivate_wa_voice.htm&release=264.0.0&type=5)** Deactivate the selected voice channel to ensure agents can no longer use it for communication. To reuse the channel, you must activate it again. - **[WhatsApp Voice Channel Activation Checklist](https://help.salesforce.com/s/articleView?id=service.voice_activation_checklist.htm&release=264.0.0&type=5)** After you create a WhatsApp Voice channel, you can’t yet receive calls with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel. # Connect Voice from a Partner Contact Center Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now part of Partner Contact Center. You may see references to telephony models including Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US). To learn more about our built-in telephony offering for AI-first contact centers instead, see [Agentforce Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&language=en_US). ## Learning Map The learning map is a friendly, centralized resource for anyone using Partner Contact Center Voice. Whether you’re working with an implementation partner or handling the setup yourself, the learning map offers a clear path toward success. We recommend bookmarking this page.

Icon representing a starting point in a journey

Learn

Help icon Intro to Partner Contact Center Voice

Trailhead icon Trailhead: Partner Contact Center

Video icon Video Demo

Help icon Key Concepts

How Can It Help Me?

Customer story icon Customer Story: connectRN

Video icon Customer Story: Sonder

Got Questions?

Support icon Partner Contact Center

Wrench icon representing the Build step

Set Up Partner Contact Center with Amazon Connect

Help icon Setup Prerequisites

Help icon Set Up Partner Contact Center with Amazon Connect

Help icon Configure Your Contact Center

Help icon Limits and Limitations

Help icon Customize Voice

Help icon Test Voice

Wrench icon representing the Build step

Set Up Partner Contact Center Voice

Help icon Setup Prerequisites

Help icon Set Up Partner Contact Center Voice

Help icon Configure Your Contact Center

Help icon Limits and Limitations

Help icon Customize Voice

Help icon Test Voice

Wrench icon representing the Build step

Set Up Partner Contact Center with Amazon Connect (bring your own)

Help icon Setup Prerequisites

Help icon Set Up Partner Contact Center with Amazon Connect (bring your own)

Help icon Configure Your Contact Center

Help icon Limits and Limitations

Help icon Customize Voice

Help icon Test Voice

Gear icon representing customizing Voice components

Monitor and Report

Help icon Check Voice Channel Performance

Help icon Track And Report On Your Amazon Connect Usage and Billing

Help icon Check Voice Channel Performance

Help icon Monitor Call Quality with Mean Opinion Scores

Gear icon representing customizing Salesforce Voice components

Maintain

Help icon Try Voice in Your Sandbox

Help icon Run Self-Service Checks to Resolve Contact Center Issues

Help icon Test Calls in your Contact Center

Help icon Troubleshoot

Help icon Get Expert Support

Agent icon representing training agents

Train and Supervise

Help icon Train Your Reps

Help icon Listen In to a Voice Call

Help icon Interrupt a Voice Call with Supervisor Barge-In

Help icon Change Reps or Groups Assigned to Voice Queues

Help icon Analyze Call Recordings for Insights

Help icon View Real-Time Metrics about Your Amazon Connect Contact Center

Help icon Track Contact Center KPIs with the CRM Analytics App

Agent icon representing training agents

Use

Help icon Check Connection Status and Address Provider Status Issues

Help icon Answer and Make Calls

Help icon Use a Desk Phone

During the Call

Help icon Enroll Caller in Voice ID

Help icon Add Callers or Transfer Calls

Help icon Pause Call Recording to Honor Customer Privacy

Help icon Link Calls with Customer Contact Records

Help icon Get Up to Speed with Call Transcripts

Help icon View the Sentiments of a Call Conversation

Help icon Listen to and Collaborate on Voice Call Recordings

Help icon Take Notes on a Call

After the Call

Help icon Wrap Up After a Call

Binocular icon representing planning Voice setup

Develop

Help icon Partner Contact Center Voice Developer Guide

Help icon Voice Implementation Guide

Help icon Examples of Common Use Cases

Help icon Telephony Integration REST API

Help icon Voice Toolkit API

Help icon Using the Lambda Functions for Amazon Connect

Help icon Service Connector API

Download icon GitHub: Sample Contact Flows

# Connect Your AI Agent to Customer Channels Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To build and manage Agentforce Service agents:

Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default Admin

OR

Customize Application
To connect your agent to new flows or channels, see [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&type=5&language=en_US). To connect your agent to your bot’s flows or channels: 1. Update your bot’s inbound Omni-Channel flows. Or clone the flows and then update the clones. To find the name of your bot’s inbound flows, go to the Inbound Omni-Channel Flows section of the bot’s Overview page. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select the inbound Omni-Channel flow. If you want to clone the flow, click **Save As** and then **A New Flow**. 3. Edit the Route Work action. 4. Under Set Input Values, from the Route To dropdown, select **Agentforce Service Agent**. Then, select your agent’s name. If Agentforce Service Agent or your agent’s name doesn’t appear, activate your agent, refresh Flow Builder, and try again. 2. If you cloned an inbound Omni-Channel flow and want to use your bot’s enhanced Messaging channels, update the channel with the cloned flow. Otherwise, you don’t need to update your Messaging channels. 1. On the Messaging Settings Setup page, select the Messaging channel. 2. Edit the properties in the Routing section. Then, for the Flow Definition, select the cloned inbound Omni-Channel flow. 3. Add your bot’s outbound Omni-Channel flow to your Agentforce Service agent. Or clone the flow and then add the clone. To find the name of your bot’s outbound Omni-Channel flow, go to the Outbound Omni-Channel Flow tile on the bot’s Overview page. 1. From Setup, in the Quick Find box, enter Agents, and then select **Agentforce Agents**. 2. Click the your agent’s name to open its Details page. Then, click **Open in Builder**. 3. In Agentforce Builder, click the **Connections** tab. On the panel, if you see an option to turn on the updated connections experience, click **Turn It On**. 4. On the Add Connections window, select the **Messaging** connection. Then, click **Add to Agent**. 5. On the Connections panel, select the Messaging connection. In the Escalations section, from the Escalation Flow field, select the outbound flow that you created. If your flow doesn’t appear in the list, activate the flow and try again. #### See Also - [Upgrading from Standard to Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&language=en_US) - [Migrate from Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_migrate_2.htm&language=en_US) # Connector Based HR Service Templates Use these templates to automatically sync core workforce actions directly with your external systems of record. Provide employees and HR service representatives with structured intake forms that seamlessly pass data to third-party HR, identity, and financial platforms via preconfigured connectors. This ensures instant data consistency across your integrated HR tech stack, minimizes manual data entry errors, and triggers automated downstream workflows. ### Required Editions
View supported editions.
- **[Update Performance Goals](https://help.salesforce.com/s/articleView?id=service.hr_svc_update_perf_goals.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to update existing performance goals. - **[Delete Performance Goals](https://help.salesforce.com/s/articleView?id=service.hr_svc_delete_perf_goals.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the removal or deletion of performance goals. - **[Create Performance Goals](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_perf_goals.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to create new performance goals. - **[Create Bills](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_bills.htm&release=264.0.0&type=5)** Deploy this template to allow HR Service Representatives to standardize the process of creating new financial bills. - **[Update Bills](https://help.salesforce.com/s/articleView?id=service.hr_svc_update_bills.htm&release=264.0.0&type=5)** Deploy this template to allow HR Service Representatives to standardize modifications or updates to existing bills. - **[Submit Team Recognition](https://help.salesforce.com/s/articleView?id=service.hr_svc_submit_team_recog.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to recognize their peers and submit team recognition requests. - **[Spot Bonus and Reward Nomination](https://help.salesforce.com/s/articleView?id=service.hr_svc_spot_bonus_reward_nom.htm&release=264.0.0&type=5)** Deploy this template to provide managers and employees with a standardized path for nominating colleagues for spot bonuses and rewards. - **[Manage Employee Exit and Deprovision IT Access](https://help.salesforce.com/s/articleView?id=service.hr_svc_emp_exit_deprov_it_access.htm&release=264.0.0&type=5)** Deploy this template to structure the offboarding workflow, ensuring clean IT and access deprovisioning by the HR Service Rep persona. # Considerations Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice). ### Required Editions
View supported editions.
- Always keep Salesforce Voice and Voice with Telephony Providers separate. If your org has both Salesforce Voice and Voice with Telephony Providers, make sure that there’s no overlap between phone numbers, channels, users, queues, and flows. For example, don’t route calls from an Amazon-provisioned phone number to a rep or queue associated with Salesforce Voice. Similarly, don’t route calls from a Salesforce Voice-provisioned number to a rep or queue associated with Voice with Telephony providers. - Assign contact center users (admins, supervisors, and service reps) either [Salesforce Voice permission sets](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5 "Use permission sets to control access to your Agentforce Contact Center.") or [Voice with Telephony Providers permission sets](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&type=5&language=en_US). If users have both permission sets, you can’t add them to a contact center that uses Voice with Telephony Providers. - If you assign Salesforce Voice permission sets to Voice with Telephony Providers users (admins, reps, and supervisors), these users can only handle calls from a phone number procured from Salesforce Voice. They can’t handle calls from a phone number procured from Voice with Telephony Providers. - Set up separate reports and dashboards for Salesforce Voice and Voice with Telephony Providers. Assigning users of Salesforce Voice and Voice with Telephony Providers to the same role may impact reporting metrics. # Considerations Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Upgrade Agent tool is available on [Agentforce Labs](https://labs.agentforce.com/upgrade-agent). See [Upgrade an Einstein Bot to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&release=264.0.0&type=5 "Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent."). ## Welcome Message - The agent doesn’t support rich rendering in welcome messages, so menu options always render as plain text instead of buttons. As a workaround, create a subagent called "welcome" with button options, and invoke it for small talk. - Agents don’t support multiple welcome messages before reasoning starts. As a workaround, merge multiple messages into a single message or a numbered list. ## Escalation - Escalating directly to a queue or another agent isn’t supported, only escalation to a flow is supported. As a workaround, configure escalation to queues or agents via a flow. ## Messaging Components and Channels - Rich content and messaging components aren’t moved. To format agent responses based on messaging components, set up [adaptive response formats](https://help.salesforce.com/s/articleView?id=ai.agent_response_enable.htm&type=5&language=en_US). - The bot’s connected channels and Omni-Flows aren’t moved. See [Connect Your AI Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_connect_channels.htm&release=264.0.0&type=5 "Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it."). ## Knowledge Answers Feedback - Dialogs that use data from your knowledge base, including those related to Article Answers and Generative Knowledge Answers, aren’t moved. To use knowledge articles with your agent, see [Manage Data Sources](https://help.salesforce.com/s/articleView?id=ai.agent_setup_data_sources.htm&type=5&language=en_US). - Agents don’t have an out-of-the-box way to capture feedback on knowledge answers. Action steps in bots that create feedback logs aren’t converted. As a workaround, build the pipeline manually: create a custom object to store feedback, create an Apex class to capture feedback and update the record, update the agent’s instructions to call that Apex, and create custom reports to process the feedback and apply changes to the knowledge articles. ## General - The bot user isn’t moved. Assign the agent user as part of the upgrade process, or after creating an agent, assign it manually from the agent Details page. - Action steps that use an Apex class or flow are moved, but other action steps, such as those that use object search, aren’t moved. After creating the agent, add custom actions. See [Create a Custom Agent Action](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_custom.htm&type=5&language=en_US). - The bot’s primary language is moved to your agent, but additional languages aren’t. Currently, you can create AI agents from a bot with English as a primary language only. To add additional languages to your agent, see [Use Additional Languages in Enhanced Chat Conversations](https://help.salesforce.com/s/articleView?id=service.agent_languages.htm&type=5&language=en_US). ## Limitations These bot elements aren’t converted by the Upgrade Agent tool. - Goals - Action steps that don’t have an output - Action steps that are only used for dialog navigation in bots - File attachments (inbound and outbound) - Dialogs with more than 11 options, which the agent doesn’t show as buttons ## Other Considerations - The Upgrade Agent tool uses generative AI to create subagents and actions based on your bot’s dialogs, intents, and other information. - Before activating the agent, carefully review and test it. See [Best Practices for Subagent Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_instructions.htm&type=5&language=en_US) and [Test Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_parent_test.htm&type=5&language=en_US). - If your bot involves context variable, deploy the agent in messaging embedding channel and test primary use cases. - Agentforce Service Agent is a consumption-based product that bills based on usage type. #### See Also - [Considerations for Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_considerations.htm&language=en_US) - [How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&language=en_US) - [Service Agent Considerations and Limitations](https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&language=en_US) - [Billing Considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=sf.service_agent_billing_considerations.htm&language=en_US) # Considerations Review the considerations, supported scheduling methods, and appointment types that shape what you can schedule in Workforce Scheduling. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
## Considerations - Changes made through the SObject API or a record page bypass scheduling logic. To keep schedules consistent, use the scheduling flows. - Salesforce Shield tracks changes to the primary entity, not to related entities. - Automatic scheduling and optimization apply to field appointments only. - Lunch breaks are added automatically for field resources. For on-site resources, record breaks manually as absences. - Avoid overlapping field and on-site shifts or operating hours for the same resource. - Travel time is calculated from a resource's home base to the first appointment and from the last appointment back to the home base. - Service Schedule Requests (SSR) are read-only for users. Therefore, you can't create or edit them. Only the Cloud Integration user can create SSR records. ## Supported scheduling methods | Method | Description | Examples | | --- | --- | --- | | On-site | Appointments take place at your office, agency, or facility. | Reviews, hearings, orientation sessions, board meetings. | | Field | Appointments take place at the customer's location. | Inspections, home health appointments. | ## Supported appointment types | Type | Description | | --- | --- | | Regular | A one-on-one appointment that a customer or your team books in advance. | # Considerations and Limitations for Agentforce in IT Service To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Large Language Model Support Agentforce Banking Relationship Assistance supports these models. Agent actions can make calls to other predefined LLMs. Bringing your own model isn’t supported, but custom actions that execute prompt templates can use any Salesforce-managed model. See [Large Language Model Support](https://help.salesforce.com/s/articleView?id=ai.generative_ai_large_language_model_support.htm&type=5&language=en_US). | MODEL | | --- | | OpenAI GPT-4o | ## Einstein Trust Layer Service Support Agentforce IT Service agent templates support the Trust Layer services supported by the Employee Agent type. See [Agentforce Employee Agent](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_considerations.htm&language=en_US&type=5) type. ## Other Limitations - Data 360 must be set up correctly, and the search index name must match the defined filters to ensure the correct data is ingested. Searches might also miss recently updated records because of data synchronization delays. - Recommendations might not return if the similarity score isn't high enough. As a result, the system might not show resolution proposals if historical records aren't highly relevant. - Identifying a record accurately often requires starting the action from a specific record page. - The agent analyzes the record (incident or change request) and its attached files to perform its actions. Supported attachment formats include images and PDFs. If more than 10 files are attached, the agent analyzes only the latest 10. # Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages. ### Required Editions
Available in Lightning Experience. View supported editions.
Before enabling Article Personalization, review the considerations and limitations related to Dynamic Forms. - After you upgrade to Dynamic Forms, the only way to go back to the previous page layout for Knowledge is to drag a new record detail component onto the record page in the Lightning App Builder. - The File field is not supported on Dynamic Forms. - If you use Dynamic Forms to set a filter on the **Is Primary Language** field and a knowledge article is using that primary language, the filter always returns a value of FALSE if the org is not set up for multi-language support. - A known issue prevents setting the following fields as read-only when using Dynamic Forms, but not when using the page layout: - Language (the field is writable only when creating a new knowledge article) Visible in Public Knowledge Base - Visible in Partner Portal - Visible in Customer Portal - Page Layout field properties that define whether a field is read-only, required, or neither, are not maintained when upgrading the record page to Dynamic Forms. When you upgrade the record page to Dynamic Forms, you must define the field properties again in the Lightning App Builder. #### See Also - [Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&release=264.0.0&type=5 "Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case.") - [Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5 "Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs.") - [Article Personalization for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5 "Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity.") - [Configure Knowledge Record Pages with Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_dynamic_forms.htm&release=264.0.0&type=5 "Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them.") # Considerations and Limitations for Bring Your Own Channel for CCaaS Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for CCaaS. ### Required Editions
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for CCaaS
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## Setup - CCaaS partners use custom platform events to support these features: - outbound messages - read and delivery receipts for inbound messages - typing indicators for outbound messages - progress indicators for Agentforce Service Agent Platform event usage counts towards your [high volume platform event allocation](https://developer.salesforce.com/docs/platform/platform-events/guide/platform-events-limits-default.html), which is included in Digital Engagement or Agentforce Contact Center Digital. Enable features only if you need them. To purchase additional high-volume platform events through an add-on license, reach out to your Salesforce account executive. - You can associate one Conversation Channel Definition with multiple messaging channels. - Third-party bots are only supported for Bring Your Own Channel for CCaaS and aren’t currently supported for Bring Your Own Channel for Messaging. - Setup for Bring Your Own Channel for CCaaS requires assigning reps a custom permission set that's cloned from the Contact Center Bring Your Own Channel User standard permission set. Using the standard permission set can result in difficulty transferring conversations. - It takes up to an hour for updates to Event-Driven Settings in a channel's Messaging Settings to take effect. For example, after selecting **Show agent typing indicator** or **Show messaging users read and delivered receipts**, these typing indicators or read and delivery receipts appear up to an hour later. ## Service Rep Experience - Authentication and payment messaging components aren’t supported. - Read receipts and delivery receipts on the service rep's side are enabled by default. They’re visible in real time and aren’t available after the messaging session ends. - If needed and if supported by your CCaaS partner, turn on read and delivery receipts on the Messaging end user’s side and typing indicators for outbound messages. See additional information about platform event usage in the Setup section above. - Transferring to external contacts outside of a Salesforce org is supported in Bring Your Own Channel for CCaaS if routing is controlled by the partner. - Bring Your Own Channel for CCaaS doesn’t support conferencing with external contacts. Reps can only have a conference with other users in the same Salesforce org. - Like all enhanced Messaging channel types, Bring Your Own Channel for CCaaS doesn’t currently support conferencing with AI agents or bots. - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. ## Customer Experience - While customers can see a file preview of .bmp, .gif, .jpg, .jpeg, .png, and .pdf files, they can't preview any other supported file types in Bring Your Own Channel for CCaaS. - Bring Your Own Channel for CCaaS customers can preview a PDF by clicking its thumbnail in the messaging window. ## Feature Compatibility - A CCaaS system login page that appears in the Omni-Channel utility in the Lightning service console or custom app isn’t available for a messaging-only Bring Your Own Channel for CCaaS configuration. The CCaaS integration must also include telephony to support using CustomLoginUrl and showLogin. - Bring Your Own Channel for CCaaS WhatsApp experiences don't support usernames, known as Business-Scoped User ID (BSUID), natively. Partners creating this type of implementation for a CCaaS integration must handle the logic to connect and store a BSUID in the [MessagingExternalUserKey field of the MessagingEndUser object](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For considerations and limitations for Amazon Connect Chat and Messaging, see [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&language=en_US). # Considerations and Limitations for Bring Your Own Channel for Messaging Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging. ### Required Editions
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for Messaging
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. ## Setup - Messaging partners use custom platform events to support these features: - outbound messages - read and delivery receipts for inbound messages - typing indicators for outbound messages - progress indicators for Agentforce Service Agent Platform event usage counts towards your [high volume platform event allocation](https://developer.salesforce.com/docs/platform/platform-events/guide/platform-events-limits-default.html), which is included in Digital Engagement or Agentforce Contact Center Digital. Enable features only if you need them. To purchase additional high-volume platform events through an add-on license, reach out to your Salesforce account executive. - You can associate one Conversation Channel Definition with multiple messaging channels. - Third-party bots aren’t currently supported for Bring Your Own Channel for Messaging. - Setup for Bring Your Own Channel for Messaging requires assigning reps a custom permission set that's cloned from the Contact Center Bring Your Own Channel User standard permission set. Using the standard permission set can result in difficulty transferring conversations. - It takes up to an hour for updates to Event-Driven Settings in a channel's Messaging Settings to take effect. For example, after selecting **Show agent typing indicator** or **Show messaging users read and delivered receipts**, these typing indicators or read and delivery receipts appear up to an hour later. ## Service Rep Experience - Authentication and payment messaging components aren’t supported. - Read receipts and delivery receipts on the service rep's side are enabled by default. They’re visible in real time and aren’t available after the messaging session ends. - If needed and if supported by your Messaging partner, turn on read and delivery receipts on the Messaging end user’s side and typing indicators for outbound messages. See additional information about platform event usage in the Setup section above. - Transferring to external contacts outside of a Salesforce org is not available in Bring Your Own Channel for Messaging. - Like all enhanced Messaging channel types, Bring Your Own Channel for Messaging doesn’t currently support conferencing with AI agents or bots. - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. ## Customer Experience - While customers can see a file preview of .bmp, .gif, .jpg, .jpeg, .png, and .pdf files, they can't preview any other supported file types in Bring Your Own Channel for Messaging. - Bring Your Own Channel for Messaging customers can preview a PDF by clicking its thumbnail in the messaging window. ## Feature Compatibility Bring Your Own Channel for Messaging WhatsApp experiences don't support usernames, known as Business-Scoped User ID (BSUID), natively. Partners creating this type of implementation for a Messaging or CCaaS integration must handle the logic to connect and store a BSUID in the [MessagingExternalUserKey field of the MessagingEndUser object](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For considerations and limitations for Amazon Connect Chat and Messaging, see [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&language=en_US). # Considerations and Limitations for Complex Work In Field Service, scheduling dependencies help you accurately model work that happens in stages, also called multistage work, and other sets of related appointments. Before you create service appointment dependencies, review the considerations and limitations. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ When you set up appointments with scheduling dependencies, known as complex work, keep these considerations and limitations in mind. ## General Considerations - If a set of dependent appointments spans multiple service territories, you must select all territories in the optimization request for the appointments to be scheduled. - To be considered for Same Resource dependencies when you’re not using Enhanced Scheduling and Optimization, each service resource must have a single service territory membership. A chain of appointments in complex work can’t span different service territory memberships. - Pinned service appointments aren’t counted in services sent in an optimization request or the number of scheduled services. - To view a service appointment’s related appointments from the Gantt, right-click the appointment and select **Show related**. ## General Limitations - Experience Cloud site dispatchers can access this feature only when using Enhanced Scheduling and Optimization. - You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can manually drag service appointments to capacity-based resources, but scheduling and optimization don’t schedule those appointments. You can manually schedule the appointments. - The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment is part of a scheduling dependency, its scheduled end date isn’t calculated when the appointment is scheduled. ## Complex Work for Service Territories Using Enhanced Scheduling and Optimization - Scheduling and optimization processes use all-or-none logic to ensure that all appointments in a scheduling dependency are scheduled. - If one service appointment in a complex work chain is pinned but unscheduled, for example, if it’s canceled or waiting for parts, the entire chain can’t be scheduled. Pinned and scheduled appointments within this chain remain scheduled. - If a service appointment that’s part of a complex work chain is canceled, the entire chain can’t be scheduled unless you adjust the chain dependencies to exclude the canceled service appointment. - If you use the Same Resource dependency option, the assigned service resource must have a valid service territory membership in each territory where the work occurs. - Service appointments can overlap on the Gantt in these cases. - If a dependent appointment is pinned, the scheduling logic looks for time on the Gantt to add the dependent appointments. Because the pinned appointment isn’t flexible, it can cause overlaps, for example with travel times. - If a dependent appointment is pinned and overlapping with an appointment, break, or travel time, complex work doesn’t try to schedule the other appointments in the dependency group. The overlap remains. - Enhanced Scheduling and Optimization supports up to five service appointments in a dependency group. You can create a dependency group with more than five service appointments for dispatchers to manually schedule. - When a service resource has primary and secondary service territory memberships within different time zones, the Same Day dependency is calculated according to the primary service territory’s time zone. Therefore, the engine can schedule service appointments with Same Day dependencies that span over midnight of the secondary service territory’s time zone. - These fields associated with the Service Appointment object don’t apply to Enhanced Scheduling and Optimization. - Time Dependency - Same Resource - Same Day - Related Service - If both Enhanced Scheduling and Optimization and the Sliding and Reshuffling option are enabled: - When you try to schedule a complex work chain, other appointments can only slide to earlier or later in the day. They can't be reshuffled or dropped. - When you try to schedule a high-priority service appointment, scheduled complex work chains can’t be reshuffled or dropped, even if they have a lower priority. - Complex work chains with a Same Day dependency can’t slide to the left or right within shifts that cross midnight for book appointments and schedule operations. If one appointment in a chain is scheduled after midnight and can't move to the left or right because it’s pinned or violates rules, the engine can’t slide other appointments in the chain across midnight to satisfy the Same Day dependency. - Appointment Insights doesn't support service appointments that are part of a complex work chain. ## Complex Work for Service Territories Not Using Enhanced Scheduling and Optimization - Service territories without Enhanced Scheduling and Optimization use all-or-none logic only when you select **Use all-or-none scheduling for related appointments**. - To be considered for Same Resource dependencies, each service resource must have a single service territory membership. A set of dependent appointments can’t span different service territory memberships. - You can create dependencies between more than two appointments, except for consecutive work. However, when you schedule the appointments, dependencies are enforced for only two appointments at a time, even if you select **Use all-or-none scheduling for related appointments**. - For dependencies that include more than two service appointments, scheduling and optimization don’t guarantee that all the dependent appointments are scheduled. For example, in a set of four dependent appointments, the first two appointments can be scheduled but not the third or fourth. - Scheduling operations (such as Get Candidates, Book Appointment, or the Schedule action) don’t necessarily consider all dependencies in a set of appointments. If some appointments aren’t scheduled it can result in rule violations. - If an appointment in a dependency group with three or more appointments is scheduled, when optimization runs it considers those appointments as pinned. Optimization doesn’t schedule, reschedule, or unschedule those appointments. - Complex work uses point-to-point predictive routing in optimization and uses the most optimistic street-level routing (SLR) travel time in platform scheduling. - These fields associated with the Service Appointment object are supported only when the Enable complex work setting is disabled. When you’re using complex work, we recommend that you enable this setting and use the Appointment Dependencies object. - Time Dependency - Same Resource - Same Day - Related Service ## Consecutive Work Considerations and Limitations You can create consecutive work with the Immediately Follow dependency type. Keep in mind these considerations and limitations. - Service territories using Enhanced Scheduling and Optimization can use the Immediately Follow dependency type to connect up to five service appointments. In territories that don’t use Enhanced Scheduling and Optimization, you can create Immediately Follow dependencies for only two service appointments. You receive an error after adding a third appointment with this dependency type. - For service territories that don’t use Enhanced Scheduling and Optimization, scheduling and optimization doesn’t support predictive travel, crews, resource efficiencies, reshuffle actions, fixed gaps, or multiday work with consecutive work appointments. - Breaks aren’t supported, except for service territories that use Enhanced Scheduling and Optimization. In that case, scheduling can insert a lunch break between consecutive appointments. - If you reschedule consecutive appointments for service territories that don’t use Enhanced Scheduling and Optimization, the scheduling logic doesn’t consider the second appointment’s original slot as an available slot. - If the first appointment is scheduled successfully but not the second, scheduling and optimization doesn't unschedule the first appointment. This limitation applies in service territories that don’t use Enhanced Scheduling and Optimization. In territories that use Enhanced Scheduling and Optimization, scheduling is all-or-none, so all or none of the consecutive appointments are scheduled. - When you schedule a service appointment with an Immediately Follow dependency for service territories that don’t use Enhanced Scheduling and Optimization, the second service appointment’s properties are ignored except for Duration, Location, Scheduled Start, and Scheduled End. Instead, optimization uses the properties of the first service appointment in the complex work chain. - When you manually schedule (drag) a service appointment with an Immediately Follow dependency for service territories that don’t use Enhanced Scheduling and Optimization, the second service appointment is automatically scheduled, such that the appointments are back-to-back. When you unschedule a service appointment with an Immediately Follow dependency, the second service appointment is automatically unscheduled. For service territories that use Enhanced Scheduling and Optimization, all complex work is handled the same, regardless of the dependency type. When you manually schedule (drag) or unschedule a service appointment that is part of a complex work chain, it doesn’t affect any of the other service appointments in the chain. - When you’re using Enhanced Scheduling and Optimization and a chain has a consecutive work dependency together with a dependency that requires additional resources, some candidates aren't always identified by the engine when you schedule service appointments through scheduling, get candidates, or appointment booking operations. #### See Also - [Complex Work in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5 "To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time.") - [Enable Multiday Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_multiday.htm&release=264.0.0&type=5 "Some Field Service industries have service appointments that span multiple days, for example, utility infrastructure repairs and installations. With multiday service appointments you can schedule service appointments that span resources' nonavailability without rule violations.") # Considerations and Limitations for Enhanced Chat Before starting your setup process, review the considerations and limitations for Enhanced Chat. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## General - Enhanced Chat offers a persistent and asynchronous conversation experience that varies depending on the messaging type and whether the user is verified.
User Verification Status Web Without User Verification Web Without User Verification Web With User Verification; In-App With and Without User Verification Web With User Verification; In-App With and Without User Verification
User Action End user ends the chat Service rep ends the chat End user ends the chat Service rep ends the chat
End User Experience
  • Conversation ends
  • Input field is disabled
  • End chat button is disabled
  • X icon is enabled, which is used to clear the memory and reset
  • Session ends but conversation is still open
  • End chat button is enabled
  • End users can still see the chat log and history after a session ends unless they explicitly close it via the X icon
Conversation Ends Doesn't end Doesn't end Doesn't end
Session Ends Ends Ends Ends
Conversation Entry You ended the chat * 9:48 AM Support Agent left * 9:48 AM Support Agent left * 9:48 AM Support Agent left * 9:48 AM
End chat button Disabled Enabled Enabled Enabled
Text Input Field Disabled Enabled Enabled Enabled
X Icon Enabled Enabled Hidden Hidden
- User verification is supported on an external website and on some Aura sites (Build Your Own Aura, Help Center, and Customer Service templates). It’s not supported on other Experience Cloud or Commerce Cloud sites. - Enhanced Web Chat supports subdomain session continuity, so end users can continue a messaging conversation while navigating from your domain (www.example.com) to any subdomains that you have (help.example.com). To confirm which domain and subdomains work with your deployment, go to **Setup** | **User Interface** | **Sites and Domains** | **Sites**, then select the unique site associated with your deployment from the Site Label column. Locate the domain and subdomain under Trusted Domains for Inline Frames. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If your domain was created before the Summer ‘23 release, republish your deployment to make the domain and subdomain appear here. ![Trusted Domains for Inline Frames with a domain and subddomain listed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_trusted_domains_2.png) - If a verified user is participating in more than one conversation, the Enhanced Web Chat client opens to the conversation that was most recently started. - You can add an Enhanced Web Chat deployment to an external website, an Experience Cloud site, or a Commerce Cloud site. In Experience Cloud, we support Build Your Own (Aura), Customer Account Portal, Partner Central, Help Center, Customer Service, Build Your Own (LWR), and Microsite (LWR) templates. In Commerce Cloud, we support B2B Commerce (LWR), B2C Commerce (LWR), and B2B Commerce (Aura) templates. - The Enhanced In-App Chat SDKs are not intended to be used with Experience Cloud templates, as they are designed to be installed in mobile applications. - Attachments, such as images and .pdf files, render inline and download directly. Text files don't download. You can't disable this behavior. ## Configure a Deployment - If you create or edit a web or mobile deployment, click **Publish** on the Embedded Service Deployment Settings page. The changes can take up to 10 minutes to finish due to caching. - After completing a sandbox refresh, click **Publish** on the Embedded Service Deployment Settings page. - To make sure that Enhanced Chat works optimally, republish your deployment after testing newly added features. For best performance, republish your deployment only outside of business hours or when you expect the fewest active messaging conversations. - After you select a deployment type, web or mobile, you can’t change the type later. Instead, create another deployment. You can’t delete sites that are created with a deployment. ![New embedded service deployment setup modal with Web selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_deployment_web.png) - After you add a messaging channel to your mobile or web deployment, you can’t change to a different channel later. - To have a working pre-chat form, a user must have the Routing Type set as OmniFlow and a flow that uses the pre-chat dataset in the related messaging channel. - All field values that are set in a pre-chat form are passed to an Omni-Channel flow as a string-type variable, including checkboxes and numbers. - If you create a custom pre-chat field, go to the deployment settings to add a Custom Label, because no default option is available. To find the new field, in the Label Group, select **Pre-Chat**. - Each custom label supports up to 1000 characters. - If you enable Terms and Conditions but you disable the pre-chat form, Terms and Conditions are shown at the beginning of every conversation, not every session. To display Terms and Conditions more frequently, such as mid-conversation, enable the pre-chat form. If you don’t want customers to see the pre-chat form, consider adding a single hidden field. - Alternate Header Color is configurable in Branding setup, but it’s not supported in a messaging window. - In an Enhanced Web Chat deployment, a supported language is required for the web client to load. Salesforce offers three levels of language support. To use an end-user or platform-only language, [enable the end-user or platform-only language](https://help.salesforce.com/s/articleView?id=xcloud.admin_select_languages_for_your_org.htm&type=5&language=en_US) and then add a valid code for your language setting in the code snippet. - Enhanced In-App Chat Push Notifications supports the following messaging types: StaticContentLinks, StaticContentExternalAttachments, StaticContentMedia, StaticContentRichLink, StaticContentAttachments, and StaticContentText. - Business hours rely on the time set by your device, such as a computer or smartphone. Typically, your device automatically sets the time to align with your time zone. If you edit your device’s clock to display an artificial time, your business hours sometimes reflect the new artificial time. - Modifications to a Business Hours record linked to a deployment may take up to two hours to take effect because of the caching properties associated with the Business Hours record. - Replacing a Business Hours record with another in a deployment and then publishing may result in a delay of up to 10 minutes, due to the caching expiry of the deployment itself. - The Test Messaging feature in the Embedded Service Deployment Settings page doesn't appear in a sandbox environment that’s a copy of your production environment. To enable it, add your Embedded Service Deployment to your VisualForce page. ## Add Deployment to Site - There's only one supported way to add Enhanced Chat to an Experience Site: Use drag and drop according to [the setup steps in the help doc](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&type=5&language=en_US). Other methods aren't supported. - It’s not possible to maintain an Embedded Service Chat, Channel Menu, and Enhanced Web Chat deployment on the same third party website or Experience site. Remove Embedded Service Chat and Channel Menu before adding Enhanced Web Chat. Alternatively, [add Enhanced Web Chat to your Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_items.htm&type=5&language=en_US). - If you add Enhanced Chat to an app built with Mobile Publisher, you can’t allow customers to download an individual file that’s sent from a service rep or the entire transcript of their messaging conversation. - Some malware software tools that block malicious downloads also prevent the HTML5 feature Server Sent Events (SSE) from working properly. As a result, messages aren’t shown to the customer in the conversation window. To resolve this issue, work with your IT team to allowlist the SSE connections. - Subdomain session continuity can be blocked in these scenarios. - If you block third-party cookies in the Chrome or Edge desktop experiences. - If you prevent cross-site tracking in the Safari desktop and iOS experiences. - To effectively use an iframe with your website and reduce JavaScript library conflicts, Enhanced Web Chat creates a unique site that appears in your All Sites list in Setup. Don’t reuse this generated site URL, which has reduced security, for other purposes. Don’t modify this URL through Experience Builder or Workspace links. ## Service Rep Experience - To end a conversation, service reps working in Service Console can click **End Chat** before closing the Messaging Session tab (MS-xxxxxxx). Closing the tab without clicking **End Chat** prevents future inbound messages from appearing in the Omni queue. - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. - Service reps can send and receive these file-attachment types: .bmp, .csv, .doc, .docx, .gif, .jpg, .jpeg, .pdf, .png, .tiff, .txt, .xls, .xlsx, and .xml. ## Customer Experience - Enhanced Chat doesn’t set cookies. - A user sees delivery and read receipts when chatting with a service rep. But if they reload a browser page, the sent, delivery, and read receipts are lost. - If the estimated wait time is less than 1 minute, we round it up to 1 minute. - Customers can resend a failed message after an outage within the browser tab where the message was originally sent. If a customer has multiple tabs open, each showing the same messaging conversation, the resend option appears only in the tab where the message failed. - When a user opens and chats across multiple tabs or windows, the browser is limited by a maximum number of open connections. If the maximum is reached, some tabs can’t receive new conversation entries. Refer to a specific browser’s SSE connection limits. - To prevent an end-user from sending multiple post-chat surveys for the same messaging session, we only send the survey to one tab, even if the end-user has the conversation open in multiple tabs. - These browser settings block third-party web storage, preventing subdomain session continuity: Chrome’s incognito mode, Microsoft Edge’s balanced tracking prevention, and Firefox’s default setting to block cross-site tracking cookies. - AppleWebKit, which is currently on all iOS browsers, partitions web storage by domain. This partitioning prevents subdomain session continuity on all iOS browsers. - Previews for attached image files aren’t visible to your customers when they select the eye icon to view during a conversation. - Customers can send and receive these file attachment types: .bmp, .csv, .doc, .docx, .gif, .jpg, .jpeg, .pdf, .png, .tiff, .txt, .xls, .xlsx, and .xml. - While customers can see a file preview of .bmp, .gif, .jpg, .jpeg, .png, and .pdf files, the messaging conversation window can't preview any other supported file types. - Enhanced Chat customers can send and receive attachments up to 5 MB. - Enhanced Chat customers can send up to five file attachments, each up to 5 MB, in one conversation update. - Enhanced Chat customers can preview a PDF by clicking its thumbnail in the messaging window. In Firefox, Enhanced Web Chat customers must first “unblock Third-party cookies” from their Firefox browser settings. - If your Enhanced Chat deployment is hosted on an app built with Mobile Publisher, end users can’t download a file that was sent by a service rep. - In the Enhanced Web Chat conversation window, emoji categories and emoji hover texts are always displayed in English. - When Enhanced Chat can't maintain a reliable connection, such as when a proxy or firewall blocks streaming, it falls back to long polling. Customers can experience these delays: - Typing and progress indicators are delayed by up to 200 milliseconds. - AI agent responses appear in batches instead of one character at a time. - Browser extensions, security software, or low disk space can prevent Chromium-based browsers from writing to their disk cache, which can cause Enhanced Chat to fail to load with the error `net::ERR_CACHE_WRITE_FAILURE`. To resolve this, customers can disable extensions, clear cached files, or use a private browsing window. ## Compliance and Security - Enhanced Chat complies with these [certifications](https://compliance.salesforce.com/en): ISO 27001, ISO 27017, ISO 27018, SOC 1, SOC 2, SOC 3, HIPAA, NEN 7510, C5 (ISAE 3000), ASP/Saas, and ASIP Santé HDS. - Salesforce is committed to our customers’ success, including supporting them on their [GDPR](https://compliance.salesforce.com/en/gdpr) compliance journeys. See [https://www.salesforce.com/privacy/regions/](https://www.salesforce.com/privacy/regions/). ## Unsupported Features - We don't support Sneak Peek functionality in Enhanced Chat. Sneak Peek is a feature in legacy chat that allows the service rep to view what the end user is typing before the end user sends the message. - Due to the fact that an IP address is not a reliable way to uniquely identify a user, we won’t offer IP blocking out of the box. - We don’t support adding custom CSS to Enhanced Chat deployments. If you have custom CSS in your embedded component, it’s your responsibility to test your chat window each release to make sure that it functions properly. - We don’t support using change sets for deploying Enhanced Chat. - Enhanced Chat isn’t supported on .mil sites. - Invalid and unsupported HTML tags aren't displayed. Text between angle brackets in messages is treated as an invalid tag and isn't displayed. As a workaround, add a space between the angle brackets and the text. For example, isn't displayed, but < hello > is. For a list of supported tags and attributes, see [Lightning Component Reference: Formatted Rich Text](https://developer.salesforce.com/docs/platform/lightning-component-reference/guide/lightning-formatted-rich-text.html?type=Develop#supported-html-tags-and-attributes). #### See Also - [Enhanced Bots Considerations](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&type=5&language=en_US) - [Enhanced In-App Chat iOS Known Issues](https://github.com/Salesforce-Async-Messaging/messaging-in-app-ios/releases) - [Enhanced In-App Chat Android Known Issues](https://github.com/Salesforce-Async-Messaging/messaging-in-app-android/releases) - [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/overview) - [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/overview) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Considerations and Limitations for Enrolling Employees in Employee Enablement Programs When you assign users to an employee enablement program, certain factors can determine how assignments behave, such as permissions, assignment and selection limits, filters, and the user’s time zone. These factors can also affect users who self-enroll in programs. ### Required Editions
View supported editions.
## Permissions For an Enablement admin to assign a program to an employee, or for an employee to self-enroll in a program, the employee needs the Employee Enablement Program Community User permission set license. ## Enrollment Limits - For an employee enablement program in Employee Portal, up to 10,000 employees can be assigned or self-enrolled. To increase this limit, submit a Salesforce Customer Support case. - When you assign employees to a program, you can select up to 1,000 employees individually. - After an employee completes a program, they remain assigned to or enrolled in the program. If you’ve reached the enrollment limit, remove some employees. - You can’t assign a program to an employee who’s enrolled in that program. An employee can’t self-enroll in a program that’s already been assigned to them. To check the enrollment status of specific employees on a program, and manage enrollment if necessary, go to the Enrolled Users related list on the Enablement Program record detail page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Removing employees who have started or completed a program affect the program’s analytics data. See [Considerations for Analyzing Employee Enablement Program Completion](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_analytics_considerations.htm&release=264.0.0&type=5 "The analytics tools for measuring employee enablement programs and exercise have some dependencies and caveats."). ## Filtering Enablement Users in the Assignment Window The assignment window displays when you select Assign Programs from the program details page or from the dropdown on the Enablement Programs page. The assignment window provides these options for filtering available employees to assign to the program. - You can filter the available employees by account, profile, role, or public group. - You can apply multiple filters at one time, but not multiple values of the same filter. For example, you can filter by one profile and one role, but not multiple profiles. - You can filter only by values that you have permission to view. For example, if you enter the name of a profile that you can’t access, that profile isn’t matched. - If you don’t have permission to view an entire filter category, a lock icon appears and the filter isn’t available. For example, the lock icon appears if you don’t have permission to view any roles. - If you apply filters, select employees from the results, and then apply filters again, the selections you made previously are cleared. This clearing occurs even if you apply the same filters. ## Selecting Employees in the Assignment Window The assignment window provides these options for selecting employees to assign to the program. - The assignment window first loads up to 200 employees who match the applied filters. To load more employees, in groups of 200 at a time, continue scrolling. The assignment window can show up to 1,000 employees. - You can select employees individually or select multiple employees. To select all employees shown in the window, select the checkbox in the header (1). If you click the checkbox but both of these conditions are true, a banner can appear with an option to select all matching employees with one click (2). - More employees are available who match your filters. - You haven’t yet reached the enrollment limit for the program. - If the number of matching employees exceeds your org’s enrollment limit, the banner with the option to select all matching employees doesn’t appear. You can apply filters to reduce the number of available matching employees in the results. - After you’ve selected some employees, you can simplify the view in the assignment window to show only those employees that are selected (3). - If you start selecting employees and you reach your org’s enrollment limit, a warning message appears. - If you select 1,000 employees individually, a warning message appears and prompts you to finish assigning the selected employees before you can try assigning more. ![The assignment window, showing options to select all users shown or selecting all matching users available](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_assignment_select.png) ## Start Dates and Due Dates for Assigned Programs After you select the employees to assign to a program, you select the program's start date. The assignment window only allows you to select a weekday. If you use an invocable action to assign employees and you select a weekend day, the start date is automatically adjusted to the next weekday. The program’s due date is calculated based on the start date that you assign and the length of the program, excluding Saturdays and Sundays. The due date is scheduled for the end of the employee’s day, based on the time zone they specify in their personal settings. For example, if you schedule a 20-day program with a start date of Monday, January 1, the program is due end of day Friday, January 26. This projection skips the 6 weekend days that fall after Monday, January 1. An employee still gets credit for completing exercises or milestones on a Saturday or Sunday. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To ensure that employees in time zones around the world have equal time to complete the program, choose a start date that’s in the future. If you select the current day as the start date, assigned employees in time zones far ahead of you can effectively lose a day of program availability. An employee receives an email notification at approximately 5 AM on the program’s start date, based on their selected time zone. If the start date is the same day it’s assigned, the notification is sent immediately. However, other resource-intensive activity in your org, such as scheduled Apex jobs, can affect when the notification actually arrives. The employee can open the program starting at 12 AM on the start date. The start date and due date also determine when other notifications are sent. See [Manage Notifications for Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_notifications.htm&release=264.0.0&type=5 "Help your company’s Employee Enablement Program rollout run smoothly by encouraging employees to take and complete programs on time. Notify employees when a program is assigned or when they self-enroll in a program. Remind employees when they haven’t started taking a program they enrolled in. Nudge users when a program is due soon."). ## Start Dates and Due Dates for Self-Enrolled Programs When employees self-enroll in a program, the program’s start date is the day they enrolled, including weekend days. The program’s due date is calculated based on the start date and the length of the program. If an employee enrolls on a weekend day, Day 1 of the program includes both that weekend and the following Monday. Subsequent Saturdays and Sundays are excluded when calculating the program’s due date. ## Enrollment Type and Assignment Status On the Enablement Program record detail page, the Enrolled Users related list includes these columns. - Enrollment Type indicates whether the employee was assigned to the program or self-enrolled in the program. - Assignment Status indicates whether an issue occurred when the Enablement admin tried to assign the program to the employee. The Assignment Status column can show these values. | Status | Description | | --- | --- | | Succeeded | The employee was assigned to the program and can access the program on the start date. This status also appears when an employee self-enrolls in a program. | | Failed | The employee wasn’t assigned to the program. This result can occur when you close the assignment window before reaching the final confirmation step, no matter how many employees you try to assign. Remove the employee from the program and try assigning them again. | | In Progress | The assignment operation isn’t completed yet. | # Considerations and Limitations for Real-Time Translations for Enhanced Chat and Enhanced Messaging Before starting your setup process, review the considerations and limitations for Real-Time Translations for Enhanced Chat and Enhanced Messaging. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Standard SMS, and Bring Your Own Channel
## General Considerations - The [Agentforce for Service](https://help.salesforce.com/s/articleView?language=en_US&id=service.einstein_service_intro.htm) add-on is required to enable and use Real-Time Translations. - Salesforce uses up to 10 of the customer's most recent messages to detect their preferred language. Language detection works with as few as one message. Service reps’ language preferences are set in their user profile. - If the customer and the service rep use the same language, no translation option is displayed to the rep. - If language detection is incorrect, wait a couple of messages and refresh to try language detection again. ## Supported Languages Supported languages include: Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, and Welsh. ## Usage Types for Real-Time Translations
Digital Wallet Card usage type Description notes
Flex Credits Translation

Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation.

To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for translation. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.

Translation usage includes a monthly allocation of 250,000 characters per user for every Agentforce add-on license.

This limit refreshes monthly, and any unused characters do not roll over to the next month.

When the 250,000 character limit is exceeded within a month, any further usage will automatically draw down Flex Credits.
## Custom Terminology File Limits and Considerations Follow these best practices when formatting your custom terminology doc. - Your file should be UTF-8 encoded. - When you format your file, keep it uncluttered. Only include terms that you want translated or preserved in a particular way. - The terminology file is case-sensitive. If you want both the capitalized and non-capitalized versions of a word translated, include an entry for each version. - Special characters and formatting don’t always translate into another language. Avoid these if possible. We also recommend reviewing limitations before preparing your custom terminology file. - Your custom terminology file is considered at translation, but it’s not guaranteed that the translation service will implement it accurately. - You can upload one custom terminology file at a time. A new upload replaces the former upload. - The maximum custom terminology file size is 10 MB. - The maximum number of target languages per custom terminology file is 10. - The maximum source and target text length per custom terminology term is 200 bytes. We also offer examples of formatting .csv file type.
File TYpe Example

CSV (comma separated values)

 
en,es,fr,it
Ursa Major Solar,Ursa Major Solar,Ursa Major Solar,Ursa Major Solar
# Considerations and Limitations for Real-Time Translations on Service Email Before starting your setup process, review the considerations and limitations for Real-Time Translations for Service Email. Note that considerations and supported languages vary between target and source languages, and between case feed and email composer. ### Required Editions
View supported editions.
## General Considerations These considerations are shared between translating emails in the case feed and translating replies in the email composer. - Translation doesn’t work on email in the Salesforce mobile app. It only works on a desktop browser. - Translation only supports an email body that’s encoded in UTF-8. - We can translate up to 10 kilobytes of email text at a time. If the text exceeds this size limit, the email isn’t translated. - Translation doesn’t consider the Locale field on the user profile. - Any formatting such as fonts, tables, or images is lost during the translation process. Formatting must be added to the text after translation. - Translation works best with a single language. Email threads containing multiple languages may result in inaccurate or incomplete translations. ## Considerations for Translating Emails in the Case Feed These considerations are specific to the experience of translating inbound email text in the case feed. - The Target language is the service rep’s language and the Source language is the language detected in the email that was received. Typically, this is the end user’s language. It could also be the language of a different service rep who responded in the email thread. - The rep can set their preferred language (or the Target language) by clicking their user avatar and selecting **Settings**. After selecting **Language & Time Zones**, the rep can set the **Language** drop-down field. See a list of supported languages below. - We only translate the content above the quoted previous email content. We attempt to detect quotation lines, but if unable to do so, more content could be translated. - We show a disclaimer at the end of the translated email body, above detected quotation lines to indicate that it was translated. This disclaimer is subject to the supported languages for Service reps in case feed. See a list of supported languages below. ## Considerations for Translating in the Email Composer These considerations are specific to the experience of translating an email reply in the email composer. - In email composer translations, the Target language is the language of the email being replied to. This is most likely the end user’s language. However, if the previous email was from a different service rep, the Target language is the service rep’s language. When we detect the language of previous email, we only look at the content above quoted email content. This ensures the language is associated with the author of the most recent email, not the other authors in prior emails. - In email composer translations, the Source language is the selected content to translate. In most cases, this is the service rep’s language. - We add a disclaimer that the email has been translated. The disclaimer appears in the end user’s language. If the end user’s language is unsupported, the disclaimer appears in English. See supported languages below. - Formatting, such as tables, images, or mixed fonts, aren't preserved in translation. Instead of selecting a whole table, select content in a cell of the table. - If [Reply with new content only](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_settings.htm&language=en_US) is off, we recommend writing new content above the quoted previous email. Then, select the content that you want to translate above the quoted previous email content. To translate the quotation lines (including replied, forward indication, or date), we recommend selecting individual words to translate. - If [Reply with new content only](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_settings.htm&language=en_US) is on, we recommend keeping the threading token, and not adding new content below it. If the threading token is not automatically inserted, we recommend adding new content from the top. - To preserve the language of the previous email for translation, don’t delete the content of the email body, either manually or by selecting Clear email and revert. ## Supported Languages Real-Time Translations supports different sets of languages for Source (input) language and Target (output) language. The sender of the Source and Target languages depends on whether translation occurs in the case feed or the email composer. Here’s a breakdown: Case Feed - Source language: The end user’s language. - Target language: The service rep’s language. See Considerations for Translating Emails in the Case Feed for instructions on how to set this language. Email Composer - Source Language: The selected content to translate. Typically, this is the service rep’s language. - Target language: The language of the email being replied to. Typically, this is the end user’s language. Supported Source Languages for Case Feed Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh Supported Target Languages for Case Feed Arabic, Bulgarian, Catalan, Chinese (Traditional), Chinese (Simplified), Croatian, Czech, Danish, Dutch, English, English (UK), Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Indonesian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Slovene, Slovak, Spanish, Spanish (Mexico), Swedish, Thai, Turkish, Ukrainian, Vietnamese Supported Source and Target Languages for Email Composer Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh Supported Languages for Custom Terminology File Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Bengali, Bosnian, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dari, Dutch, English, Estonian, Farsi (Persian), Filipino (Tagalog), Finnish, French, French (Canada), Georgian, German, Greek, Gujarati, Haitian Creole, Hausa, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Kannada, Kazakh, Korean, Latvian, Lithuanian, Macedonian, Malay, Malayalam, Maltese, Marathi, Mongolian, Norwegian (Bokmål), Pashto, Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Spanish, Spanish (Mexico), Swahili, Swedish, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh Supported Languages for Translation Disclaimer for Case Feed and Email Composer Arabic, Bulgarian, Catalan, Chinese (Traditional), Chinese (Simplified), Croatian, Czech, Danish, Dutch, English, English (UK), Finnish, French, German, Greek, Hebrew, Hungarian, Italian, Indonesian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Slovene, Slovak, Spanish, Spanish (Mexico), Swedish, Thai, Turkish, Ukrainian, Vietnamese ## Usage Types for Real-Time Translations These considerations are specific to the experience of translating an email reply in the email composer.
Digital Wallet Card usage type Description notes
Flex Credits Translation

Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation.

To understand how your consumption appears in the Digital Wallet, consider a scenario where you process 9,000 characters for translation. Because this usage is in units of one million characters, your actual consumption is 0.009 units (9,000 divided by 1,000,000). In the Digital wallet, this usage is rounded to two decimal places and the value is displayed as 0.01 units.

Translation usage includes a monthly allocation of 250,000 characters per user for every Agentforce add-on license.

This limit refreshes monthly, and any unused characters do not roll over to the next month.

When the 250,000 character limit is exceeded within a month, any further usage will automatically draw down Flex Credits.
## Custom Terminology File Limits and Considerations Follow these best practices when formatting your custom terminology file. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Custom terminology upload for Service Email translation isn't supported for First Party customers. - Your file should be UTF-8 encoded. - When you format your file, keep it uncluttered. Only include terms that you want translated or preserved in a particular way. - The terminology file is case-sensitive. If you want both the capitalized and non-capitalized versions of a word translated, include an entry for each version. - Special characters and formatting don’t always translate into another language. Avoid these if possible. We also recommend reviewing limitations before preparing your custom terminology file. - Your custom terminology file is considered at translation, but it’s not guaranteed that the translation service will implement it accurately. - You can upload one custom terminology file at a time. A new upload replaces the former upload. - The maximum custom terminology file size is 10 MB. - The maximum number of target languages per custom terminology file is 10. - The maximum source and target text length per custom terminology term is 200 bytes. We also offer examples of formatting .csv file type.
File TYpe Example

CSV (comma separated values)

 
en,es,fr,it
Ursa Major Solar,Ursa Major Solar,Ursa Major Solar,Ursa Major Solar
# Considerations and Limitations for Self Learning Knowledge Understand the considerations and limitations of Self Learning Knowledge. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, Developer, and Agentforce 1 Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.
Considerations for Self Learning Knowledge: - When configuring Customers Signals Intelligence, schedule your batch data transforms monthly. This enables Self Learning Knowledge to get the most recent insights. - Self Learning Knowledge dashboard works on a "point in time" principle. Every time data processing is run, new contact reasons are generated. Some of the newly generated contact reasons could be duplicative with previously generated contact reasons, because those historical contact reasons were true at that time. This is intended behavior. Known Issues and Limitations for Self Learning Knowledge: - The setup of Self Learning Knowledge, specifically the data transform portion, can take up to 24 hours to complete on the initial run, based upon the volume of data processed. - Currently, generating a knowledge article from a suggestion won’t delete or archive that suggestion. Users track the suggestions that they’ve acted on manually. This is a known issue that will be fixed in a later release. - Currently, Self Learning Knowledge is not supported in companion orgs. This is a known issue that will be fixed in a later release. - Customer Signals Intelligence deletes prior records in the Dedup EATI associations table every time the clustering run happens. As a result, old suggestions are no longer actionable even though they’re present in the Tableau dashboard. If you run the clustering service too frequently, it results in suggestions for knowledge articles you can’t create. This is a known issue that will be fixed in a later release. # Considerations and Limitations for the Lightning Editor Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case. ### Required Editions
Available in Lightning Experience. View supported editions.
## General Considerations - When pasting content into the Lightning Editor with Remove Formatting enabled, the editor removes the formatting and styling from the pasted text but maintains the underlying semantic markup and content structure. For example, a `` (Bold) tag found in the HTML document is retained in the final pasted content even with **Remove Formatting** selected. Similarly, a style addition such as `text-decoration: underline` is removed from the pasted content upon selecting **Remove Formatting**. - The original formatting may not be preserved when you add rich text merge fields in the Lightning email composer. When HTML content is added within an HTML document, the styles sometimes conflict, causing unexpected formatting. The Lightning email composer does not support full page HTML. If you have email templates with styles in the tag, these styles are not applied to your emails. Similarly, inbound emails containing styles in the tag lose those styles when you reply with the Lightning email composer. - Unlike the previous Knowledge Article Editor, the Lightning Article Editor hasn't been translated into the following languages. But you can still use the Lightning Article Editor to create articles for these languages. - Afrikaans - Albanian - Basque - Bosnian - Bengali - Catalan - English (Australia) - English (Canada) - Estonian - Farsi - French (Canada) - Georgian - German (Switzerland) - Gujarati - Hindi - Icelandic - Khmer - Latvian - Lithuanian - Macedonian - Malay - Serbian (Cyrillic) - Serbian (Latin) - Welsh - Collapsible and expandable headings created in the Lightning editor aren’t shown when you view the knowledge article on an Experience Cloud site or insert the article into an email. Additionally, the accordion structure doesn’t display in the preview panel of the Knowledge article. - The Lightning Editor is supported in Lightning Experience only. You can enable it for the Knowledge article editor or for the docked and case feed email composers in Email-to-Case through separate release updates. - If you created articles or emails with the previous editor, they’re compatible with the Lightning Editor. Enabling the Lightning Editor doesn’t change the look and feel of the content that you created with the previous editor. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Content created in the Lightning Editor isn’t fully backward-compatible because the Lightning Editor includes features that aren’t in the previous editor. If you compose articles or emails with the Lightning Editor and then revert to using the previous editor, you can see style, content, or formatting issues. - To copy and paste web images into the editor, you must add the source as a [Trusted URL](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&type=5&language=en_US). For example, for Google Docs, add \*.googleusercontent.com as the URL and select the `img-src` (images) Content Security Policy (CSP) directive. If you don’t add the external source to your trusted URLs or the image is too large, you get an error. To paste images from Google Docs that reside on a Salesforce server into the editor, enable the Allow site for connect-src setting. Otherwise, the image is pasted as an external URL. In the Lightning Editor, copying and pasting an image from a website will insert the image using its URL.  In the Lightning Editor, the ways you work with images, anchors, and links differ. When you edit Knowledge articles, how you work with smart links also differs. You can’t double-click these elements. Instead, right-click an element and select an action from the context menu. Or select the element and then click the relevant icon from the menu bar. When copy and pasting an image into an email, note that the recipient won’t see an image from an external website that requires a user to log in. To work around this, download the image, then upload it manually using the Lightning composer image plugin. - Unlike the previous Knowledge Article Editor, the Lightning Article Editor doesn’t generate unique URLs to anchors. Consequently, links to anchors direct you to the articles, but not to the specific anchor points in the articles. However, within articles, anchors still direct you to their specific locations. - The Lightning Editor resizes the window vertically as you add lines of text. With the previous editor, the window size remains the same. - You can enter **Control-Right Click** to check spelling in emails and Knowledge articles as you compose them. In the previous editor, you used **Control-Click**. - The Lightning Editor supports only some keyboard shortcuts available in the previous editor. Here are the keyboard shortcuts that the Lightning Editor supports. Keyboard Shortcut Support | Action | Shortcut on Windows | Shortcut on Mac | | --- | --- | --- | | Bold | Ctrl+B | Cmd+B | | Italic | Ctrl+I | Cmd+I | | Underline | Ctrl+U | Cmd+U | | Select all | Ctrl+A | Cmd+A | | Redo | Ctrl+Y or Ctrl+Shift+Z | Cmd+Y or Cmd+Shift+Z | | Undo | Ctrl+Z | Cmd+Z | | Insert Heading 1 | Alt+Shift+1 | Ctrl+Opt+1 | | Insert Heading 2 | Alt+Shift+2 | Ctrl+Opt+2 | | Insert Heading 3 | Alt+Shift+3 | Ctrl+Opt+3 | | Insert Heading 4 | Alt+Shift+4 | Ctrl+Opt+4 | | Insert Heading 5 | Alt+Shift+5 | Ctrl+Opt+5 | | Insert Heading 6 | Alt+Shift+6 | Ctrl+Opt+6 | | Insert Paragraph | Alt+Shift+7 | Ctrl+Opt+7 | | Insert Division | Alt+Shift+8 | Ctrl+Opt+8 | | Insert Address | Alt+Shift+9 | Ctrl +Opt+9 | | Focus to Menu Bar | Alt+F9 | Opt+F9 | | Focus to Toolbar | Alt+F10 | Opt+F10 | | Focus to Element Path | Alt+F11 | Opt+F11 | | Focus to Contextual Toolbar | Ctrl+F9 | Ctrl+F9 | | Print | Ctrl+P | Cmd+P | | Open Help Dialog | Alt+0 | Opt+0 | | Insert Link (if link plug-in is activated) | Ctrl+K | Cmd+K | | Toggle Full Screen | Ctrl+Shift+F | Cmd+Shift+F | | Find (if search and replace plug-in activated) | Ctrl+F | Cmd+F | | Save | Ctrl+S | Cmd+S | Here are the keyboard shortcuts for search and replace actions supported by the Source Code editor. Source Code Editor Search and Replace Shortcut Support | Action | Shortcut on Windows | Shortcut on Mac | | --- | --- | --- | | Find | Ctrl+F | Command+F | | Find the next instance | Ctrl+G | Command+G | | Find a previous instance | Shift+Ctrl+G | Shift+Command+G | | Replace | Ctrl+H | Command+Option+F | | Replace all | Shift+Ctrl+R | Shift+Command+Option+F | - If you’re using a screen reader in a source code editor, use the shortcut key Command+G on Mac or Ctrl+G on Windows to jump to a specific line. The screen reader shows the line number and reads it aloud. - The Lightning Editor supports HTML tags not supported by the previous editor. Here’s a full list of the HTML tags the Lightning Editor supports.
<a> <dt> <s>
<abbr> <em> <samp>
<acronym> <font> <small>
<address> <h1> <span>
<b> <h2> <strike>
<bdo> <h3> <strong>
<big> <h4> <sub>
<blockquote> <h5>

<summary>

Email Composer doesn’t support the summary tag.
<br> <h6> <sup>
<caption> <hr> <table>
<center> <i> <tbody>
<cite> <iframe> <td>
<code> <img> <tfoot>
<col> <ins> <th>
<colgroup> <kbd> <thead>
<dd> <li> <tr>
<del> <ol> <tt>

<details>

Email Composer doesn’t support the details tag.

 <p> <u>
<dfn> <pre> <ul>
<div> <q> <var>
<dl>    
## General Limitations - The following message and UI labels from the Lightning Editor aren’t translated. - This warning message from the Accessibility Checker: `This paragraph looks like a heading. If it is a heading, please select a heading level.` - The UI labels for the **Media** option on the **Insert** menu and the title of the Media window aren’t translated. - The UI label for the title of the Special Character window isn’t translated. - Embedding videos from sites that Salesforce doesn’t support causes the embedded HTML iframe to be removed when the article or email is saved. To prevent this issue, only embed videos from the approved video sites listed in [Add Videos with the HTML Editor](https://help.salesforce.com/s/articleView?id=platform.fields_using.htm&type=5&language=en_US). - Emoji doesn’t render for recipients of emails where the sending user and/or org haven’t enabled UTF-8 encoding, or where the recipient’s email client doesn’t support UTF-8 encoding. [Learn how to update your email encoding.](https://help.salesforce.com/s/articleView?id=000385454&type=1&language=en_US) - The Insert / Edit Media function in the Lightning Editor doesn’t support URLs of YouTube Live videos captured with the **Share** | **Copy URL** action provided by YouTube. To insert URLs of YouTube Live videos into the editor from YouTube, right-click the video and select **Copy video URL.** Then use the Insert / Edit Media function to insert the URL. - If you apply a heading to a selected text, it’s sometimes applied to the entire email or article. A workaround is to insert an empty line or space after the selected text. - When you’re resizing table rows and columns in the Lightning Editor, the adjusted table height and width CSS styles get applied to every table cell in the table’s source code. - The word count in the Lightning Editor differs from the Source Code plug-in because the plug-in counts additional characters like styling tags. ## Considerations for Knowledge Articles - The Lightning Editor doesn’t support searching articles by Knowledge Article Number from the Smart Link window. - When a Knowledge article includes a video and you save the article as a PDF, the image of the video shows as an empty place-holder. - For Knowledge articles, you can upload images up to 1 MB from your computer. - The links to article search results are based on the search filter and not the recently viewed list. - The Lightning Editor converts linked text and email addresses into hyperlinks. If you remove those hyperlinks, they aren't included as hyperlinks in the Knowledge record. With the previous editor, links and email addresses are always hyperlinked. - When you’re viewing content in Preview mode, all hyperlinks are inactive so that you can’t click and navigate away from the editor. ## Limitations for Knowledge Articles - A known issue causes deactivated Knowledge languages to appear on the language filter in the editor’s Smart Link window. - A known issue causes the Create and Edit pop-up windows on the Lightning Editor to be misaligned when using the 1- or 2-column layout on console apps. - A known issue causes windows with three-column layouts to be misaligned and partially hidden in the overlay in the Lightning Editor. The issue occurs sporadically and only in the Safari browser when the page layout width is narrow. To avoid the issue, use the Lightning Editor in full-screen layout mode when working in a Safari browser. - The Lightning Article Editor doesn’t support pasting content from Microsoft Word OneDrive. Pasting content from the desktop version of Microsoft Word is supported. ## Considerations and Limitations for Docked and Case Feed Email Composers in Email-to-Case - If you copy a mix of text and images at the same time, only the images are pasted. - In the docked and case feed email composers, you can insert images up to 5 MB. If the image is smaller than the window, it fits in the window and isn’t expanded. If it’s larger than the window, the image is resized to fit the editor window. - You can copy and paste an image into the editor using a keyboard shortcut or drag. - When you upload and insert images, thumbnails don’t appear in the upload window as they did in the previous editor. #### See Also - [Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization_limitations.htm&release=264.0.0&type=5 "When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages.") - [Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5 "Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs.") - [Article Personalization for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5 "Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity.") - [Configure Knowledge Record Pages with Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_dynamic_forms.htm&release=264.0.0&type=5 "Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them.") # Considerations and Limitations for Using the Legacy Web Chat Migration (Beta) Tool Before you migrate from Legacy Chat to Enhanced Chat, review what is and isn’t migrated. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. ## What Is Migrated - Your branding elements. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US). - Some custom labels from Legacy Chat are migrated in one language per run through the migration tool. [Learn More](https://help.salesforce.com/s/articleView?id=service.legacy_to_enhanced_migration_labels.htm&release=264.0.0&type=5 "Some Legacy Chat labels are migrated to Enhanced Chat with the Legacy Web Chat Migration (Beta) tool. Review which labels come over automatically. Then review which labels you can customize manually once you set up Enhanced Chat."). - Customer Idle Timeout. A time between 5 and 30 minutes is migrated to the Customer Inactivity settings. Automatically mark conversations inactive after a period of customer inactivity is selected. [Learn more](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&type=5&language=en_US). - The queue that you used in Legacy Chat routing. In Enhanced Chat, add Messaging User and Messaging session as the supported objects to the Queue to work with MIAW. [Learn More](https://help.salesforce.com/s/articleView?id=service.lc_migrate_3.htm&release=264.0.0&type=5 "Set up a domain where you’ll host Enhanced Chat. Use the Legacy Web Chat Migration (Beta) tool to migrate to Enhanced Chat. And then take the required and optional next steps after using the tool."). - Whether you chose to allow Legacy Chat customers to download a transcript. This determines whether the Let customers download their conversation transcripts box is selected in Enhanced Chat. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_download_transcript.htm&type=5&language=en_US). - Whether you chose to enable and require Terms and Conditions in Legacy Chat. This determines whether the Show Terms and Conditions in pre-chat and Require users to accept Terms and Conditions before chatting boxes are selected in Enhanced Chat. [Learn More](https://help.salesforce.com/s/articleView?id=service.messaging_terms_and_conditions.htm&type=5&language=en_US). If you do have Terms and Conditions acceptance enabled, your terms and conditions label will migrate to the custom labels page, where you have the option to make edits and add a placeholder. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_custom_labels.htm&type=5&language=en_US). ## What Isn’t Migrated - Offline Support. [In Enhanced Chat, consider creating a case when a message is initiated outside of business hours](https://help.salesforce.com/s/articleView?id=service.miaw_create_case_outside_business_hours.htm&type=5&language=en_US). - Prechat data. [Re-create your prechat form in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&language=en_US&type=5). - Custom Lightning Web Components (LWCs). [Create new LWCs in Enhanced Chat](https://developer.salesforce.com/docs/service/messaging-web/guide/custom-ui-component.html). - Customer Idle Timeout Warning. [Recreate this warning with a customer inactivity Auto-Response](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&type=5&language=en_US). - Some of the custom labels from Legacy Chat aren’t used in Enhanced Chat. Learn which custom labels are migrated to Enhanced Chat. [Learn which additional custom labels you can create in Enhanced Chat](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_custom_labels.htm&type=5). - Your Legacy Chat site endpoint. You receive a new site endpoint for your Enhanced Chat embedded service deployment, which you can view on the Embedded Service Deployment Settings page. - The Legacy Chat code snippet. [Configure and copy your new code snippet for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US). - The Omni Flow that you used to route Legacy Chat. [Create a new Omni Flow for your Enhanced Chat configuration](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&type=5&language=en_US). - Custom Agent Name isn't migrated. [To protect the identity of your Enhanced Chat service reps, create agent aliases](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&type=5&language=en_US). - Post Chat Surveys. [Re-create a post-chat survey in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&type=5&language=en_US). - Reports. [Re-create your reports in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_from_chat_reporting.htm&type=5&language=en_US). - Some Legacy Chat features aren’t migrated because they aren't supported in Enhanced Chat. [Learn which features carry over to Enhanced Chat.](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") # Considerations for Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder Review important considerations for using Agentforce Scheduling Supervisor View. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. ## Considerations - The view is supported only for these Field Service standard agent actions that use the Engagement Topic object. This object links service appointments to messaging sessions. - Schedule Appointment for Field Service - Cancel Appointment for Field Service Conversations that use other agent actions aren’t included and don’t show up in the view. - If you create custom agent actions that include the Engagement Topic object in the flow, you can ‌see conversations that use these actions. - If you remove the Get Engagement Topics for Field Service agent action from the Appointment Management for Field Service subagent, conversations don’t show up in the view. - If you remove the Engagement Topic elements from these flows, conversations don’t show up in the view. - Field Service: Schedule Service Appointment flow - Field Service: Cancel Service Appointment flow - Field Service: Notify Customer flow Here’s an example of the Engagement Topic object included in the Field Service: Cancel Service Appointment flow. ![Engagement Topic Object in Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_engagement_topic.png) - Each messaging session that shows in this view is linked to a service appointment via the Engagement Topic object. When a messaging session references multiple service appointments, each service appointment is linked to that messaging session via a separate Engagement Topic record and shows as a separate conversation in the view. - When a conversation includes scheduling changes to multiple service appointments and only one of the linked appointments requires escalation, the Escalated Conversations tab shows escalations for all the appointments discussed in that conversation. - The time zone of each conversation is based on the time zone of the service appointment’s service territory. ## Which Conversations Appear in the View - The view shows conversations only from the last 72 hours. - Each tab shows up to 1,000 conversations. If there are more than ‌1,000 conversations, the tab counter shows the total number. For example, if you have 2,000 conversations, the view shows the 1,000 most recent ones, but the number at the top of the tab shows 2,000. - The view shows conversations that are linked to service appointments, and that are based on the service territories loaded on the Gantt. If none were loaded, or if the view wasn’t opened directly from the Gantt, it shows conversations for all the service territories that the user has access to. - The Conversation column of the view shows the messaging session between the agent and the customer. If the conversation was escalated, you can continue the conversation through the messaging session. - The Conversation Status column of the view shows the messaging session’s status. This information shows only in the Live Conversations tab. - The Owner column of the view shows the name of the user responsible for handling the escalation or the name of the queue where escalated conversations are routed to by Omni-Channel. This information shows only in the Escalated Conversations tab. - The Appointment Status column of the view shows the service appointment’s status. The appointment status that you see is the most current one. It isn’t the status at the end of the conversation. This information shows only in the Completed Conversations tab. # Considerations for Analyzing Employee Enablement Program Completion The analytics tools for measuring employee enablement programs and exercise have some dependencies and caveats. ### Required Editions
View supported editions.
## Completed Programs and Removed Users After a user completes a program, they remain enrolled in the program unless you remove them. The enrollment counts toward the maximum number of users enrolled in the program, including both assigned users and users who have self-enrolled. When you remove a user from a program they were previously enrolled in, analytics data is no longer available for that user on that program. If you reassign the same user to that same program later, or the same user re-enrolls in the same program, some analytics data isn't retained. ## Dashboard Customization The Employee Enablement Program dashboard is available to other users with Enablement admin permissions. Changes that you make to the prebuilt dashboard are visible to everyone else. If you want to modify the prebuilt dashboard, clone the dashboard first. You can open a cloned dashboard only from the Dashboards page. ## Exercise Progress Exercise completion is calculated in real time. You can include the same content link on multiple exercises within the same program. But when a user clicks a link for one exercise, all exercises that reference that link are marked as complete when the page refreshes. Enablement admins can replace exercise content for a published program, but in most cases we recommend that you don’t edit programs that users are taking. #### See Also - [Guidelines for Assembling Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_overview.htm&language=en_US) - [Refresh the Employee Enablement Program Reports and Dashboard](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_analytics_refresh.htm&language=en_US) - [Employee Enablement Program Limits](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_limits.htm&language=en_US) # Considerations for Apple Messages for Business With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
## Appropriate Use When using Apple Messages for Business with Salesforce Messaging, follow Apple policies on live support, unsolicited messages, deleted conversations, trigger words, PII, privacy policies, and prohibited use cases. See the Apple documentation: [Appendix A—Policies](https://register.apple.com/resources/messages/messaging-documentation/policies). - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. ## Migrating from Another Messaging Service Provider If you’re already communicating with customers over Apple Messages for Business through a different messaging service provider (MSP), you can’t import their conversation history or contact ID into Salesforce. However, you can change the MSP of your Apple Messages for Business account to Salesforce Messaging. ## Individual-Object Linking To implement individual-object linking for an Apple Messages for Business channel, use the Messaging Platform Key as the unique identifier that links a messaging user record for an Apple Messages for Business channel to a contact record. See [Create a Flow to Link Individuals to Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&type=5&language=en_US). ## Content Sharing You can send several types of content in Apple Messages for Business channels. 
Content Type Supported?
Text Yes, up to 50,000 characters
Emojis Yes
Images

Yes, up to 100 MB

File types: .png, .jpg, .jpeg, .bmp, .tiff
Animated images (GIFs) Yes, for inbound only
Stickers Yes, for inbound only
Documents

Yes, up to 100 MB

File types:  .txt, .pdf, .psd, .rtf, .xls, .xlsx, .doc, .docx, .ppt, .json, .pptx, .pps, .ppsx, .csv, .xml, .pkpass, .ics, .exe, .zip, .usdz
Audio files

Yes, up to 100 MB

File types: .mp3, .caf
Video files

Yes, up to 100 MB

File types: .mov, .mp4, .3gp
Apple Messages for Business channels have these limitations related to sharing content. - If a customer sends unsupported content such as an .mpeg file, an error message notifies service reps that the customer sent a message with unsupported content. Service reps can ask the customer to share the information another way. - When a customer sends an image, the service rep sees a preview in the Service Console and can download the image. File previews aren’t supported, but reps can download files. - Service reps see customers’ tapback reactions, but can’t add their own. # Considerations for Autonomous Scheduling for Field Service in the Legacy Agentforce Builder Before you set up your agents, review these considerations and limitations. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Customer Considerations and Limitations - **Data privacy:** The agents can’t modify customer and contact data. - **Past appointments:** Customers can’t reschedule or cancel appointments for dates that are in the past. - **Dispatched appointments:** Customers can’t cancel or reschedule appointments that are in the Dispatched status. - **Number of requests:** Customers can make one request at a time. For example, a customer can’t ask to cancel all appointments for today in a single request, but they can ask to cancel one at a time within the same conversation. - **No response:** After sending the initial outreach message, if the customer doesn’t respond, we wait before sending a reminder: - When rebooking a scheduled appointment, the reminder is sent 2 hours after the initial message. - When booking an appointment for Asset Maintenance, the reminder is sent after 80% of the time has passed between the due date and the initial message. In both cases, after the customer gets the reminder, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation. - **Reminders:** If a customer receives an outreach message and asks for a reminder, Agentforce can’t provide this service. - **Guest users:** The guest user functionality is affected by the org’s [Standard Contact Matching Rule](https://help.salesforce.com/s/articleView?id=sales.matching_rules_standard_contact_rule.htm&type=5&language=en_US), which prevents creating two contact records with the same first name and last name. If you want to allow this behavior, modify the rule. See [Standard Contact Duplicate Rule](https://help.salesforce.com/s/articleView?id=sales.duplicate_rules_standard_contact_rule.htm&type=5&language=en_US). ## Agent Considerations and Limitations Before you begin, review the [considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_considerations.htm&type=5&language=en_US). - **Additional agent subagents:** - The Reservation Management subagent isn’t included by default in the Scheduling agent but is included in the Agentforce Service Agent. This subagent can conflict with the Appointment Management for Field Service subagent. If you choose to include both subagents in your agent, make sure to test the behavior and if issues occur, remove the Reservation Management subagent from the agent. - Don’t add the Field Service Dispatcher Actions subagent to the Agentforce Service Agent or Scheduling agent. The subagent is only supported by the Employee agent. - The agent can either work with the Appointment Management for Field Service subagent or with the Appointment Management for Scheduler subagent, but not both. - **Agent user:** Service appointments created by Agentforce are marked as Created By and Last Modified By the agent user selected when [creating the agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). - **Customer Outreach:** - 100 outreach messages can be sent to customers per customer outreach request. - Conversations that start with the outreach message trigger the Appointment Management for Field Service subagent. The Appointment Management for Scheduler subagent isn’t supported. - If the rescheduling request is initiated from the Agentforce panel, it must include the date and only one of these parameters: resource name, contact name, work type, or service territory. Multiple parameters can cause incorrect rescheduling. However, multiple instances of the same parameter can be included. For example, “Reschedule all of today’s appointments for North Los Angeles and East Los Angeles”. See [Sample Utterances](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_utterances.htm&language=en_US) for additional phrases you can use. - **Email:** By default, email isn’t supported for Autonomous Scheduling agent conversations. However, you can connect agents that were created in the Legacy Agentforce Builder to emails by using [Email-to-Case](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_email_blueprint.htm&release=264.0.0&type=5 "By default, email isn’t supported for Autonomous Scheduling agent conversations. This example explains how you can set up your agent to connect to email."). - **Messaging channels:** - **Inbound conversations:** Field Service Scheduling agents for inbound conversations can connect to any messaging channels that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US). - **Outreach conversations:** Field Service Scheduling agents for outreach conversations can connect to any messaging channel that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US) except for the standard and enhanced Facebook Messenger channel. The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in [Configure Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow."). - **Time:** If the appointment doesn’t contain an arrival window, the scheduled start time is used instead, and the time displayed is rounded up or down to the closest half hour. ## Field Service Setup Considerations and Limitations Review these considerations and make changes as needed. - **Address validation:** For the address to be considered valid, the contact must have a Mailing City and a Mailing Street. If one of them isn’t valid, the conversation is escalated to a representative. - **Created service appointment:** When getting slots for appointments, the getSlots API requires a service appointment with a parent work order. The Appointment Management for Field Service subagent creates the service appointment and the parent work order. If the service appointment that was created isn’t used in the end, it still remains in the system and isn’t automatically deleted. See [AppointmentBookingService Class](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm). - **Email:** If different contacts have the same email address, the agent refers to the first contact it finds. - **End of Time Horizon:** The end of the time horizon for appointments offered to customers is based on the work type’s Due Date Offset property. If this property is empty, the due date of the created service appointment is set to 7 days. When searching for time slots for this appointment, the system also considers the value defined in this setting: Maximum days to get candidates or to book an appointment. If the value is earlier than the appointment’s due date, this is used instead. The maximum value is 31. To find this setting, go to the Field Service Settings app and open the General Logic tab. Examples: - If the appointment’s due date is in 60 days and the maximum days to get candidates or to book an appointment is set to 15, the customer is offered appointments within 15 days. - If the appointment’s due date is in 20 days and the maximum days to get candidates or to book an appointment is set to 30, the customer is offered appointments within 20 days. - **Optimization:** Even if you aren’t currently using optimization features in your org, you can still use the agent for Autonomous Scheduling. If you haven’t configured the optimization engine settings, the default values for Scheduling Policy and Operating Hours are used. See [Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). If you have configured the optimization engine, your settings are used instead. - **Service territories:** The agent requires a service territory classification mechanism, such as [map polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&language=en_US&type=5), to assign service territories to service appointments. Each service territory must also have active service territory members. - **Time zone:** - The AI agent assumes that the end-customer’s time zone matches the service territory’s time zone. Appointment times are shown in the service territory’s time zone. Make sure that you assign service territories to service appointments. If you don’t, the time zone of the service appointment is taken from the operating hours. - When an agent requests appointment slots using a relative date expression, such as “tomorrow,” the system resolves the time based on the agent’s current time, not the service appointment’s current time. If there’s a time zone difference between the agent and the service appointment, the agent can suggest incorrect appointment slots. If you encounter issues with time zone resolution, make sure that your agent has the Get Current Time for Field Service agent action in the Appointment Management for Field Service subagent. - **Work Rules:** The default scheduling policy is Customer First, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you’ve modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the Scheduled Start and Scheduled End work rules. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Work types:** - The AI agent uses the name and the descriptions of your work types to find the most accurate work type for the service appointment. In the work type records, make sure that the names and descriptions are as detailed and accurate as possible. - All of the org’s work types are considered for scheduling. To speed up processing, you can modify the list of work types to only show the relevant ones. See [Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). #### See Also - [Agentforce Glossary of Terms](https://help.salesforce.com/s/articleView?id=ai.copilot_glossary.htm&type=5&language=en_US) - [Field Service Key Concepts and Glossary](https://help.salesforce.com/s/articleView?id=service.fs_key_concepts.htm&type=5&language=en_US) # Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder Before you set up your agents, review these considerations and limitations. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Customer Considerations and Limitations - **Data privacy:** The agents can’t modify customer and contact data. - **Past appointments:** Customers can’t reschedule or cancel appointments for dates that are in the past. - **Dispatched appointments:** Customers can’t cancel or reschedule appointments that are in the Dispatched status. - **Number of requests:** Customers can make one request at a time. For example, a customer can’t ask to cancel all appointments for today in a single request, but they can ask to cancel one at a time within the same conversation. - **No response:** After sending the initial outreach message, if the customer doesn’t respond, we wait before sending it again: - When rebooking a scheduled appointment, the message is sent again 2 hours after the initial message. - When booking an appointment for Asset Maintenance, the message is sent again after 80% of the time has passed between the due date and the initial message. In both cases, after the customer gets the message for the second time, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation. - If a customer receives an outreach message and asks to send it again later, Agentforce can’t provide this service. - **Guest users:** The guest user functionality is affected by the org’s [Standard Contact Matching Rule](https://help.salesforce.com/s/articleView?id=sales.matching_rules_standard_contact_rule.htm&type=5&language=en_US), which prevents creating two contact records with the same first name and last name. If you want to allow this behavior, modify the rule. See [Standard Contact Duplicate Rule](https://help.salesforce.com/s/articleView?id=sales.duplicate_rules_standard_contact_rule.htm&type=5&language=en_US). ## Agent Considerations and Limitations Before you begin, review the [considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_considerations.htm&type=5&language=en_US). - **Agent user:** Service appointments created by Agentforce are marked as Created By and Last Modified By the agent user selected when [creating the agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). - **Email:** Email isn’t supported for Autonomous Scheduling agent conversations. - **Messaging channels:** - Scheduling agents for inbound conversations can connect to any of the messaging channels that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US). - Scheduling agents for outbound conversations can connect to any of the messaging channels that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US) except for the standard and enhanced Facebook Messenger channel. The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in [Configure Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow."). - **Time:** If the appointment doesn’t contain an arrival window, the scheduled start time is used instead, and the time displayed is rounded up or down to the closest half hour. ## Field Service Setup Considerations and Limitations Review these considerations and make changes as needed. - **Address validation:** For the address to be considered valid, the contact must have a Mailing City and a Mailing Street. If one of them isn’t valid, the conversation is escalated to a representative. - **Created service appointment:** When getting slots for appointments, the getSlots API requires a service appointment with a parent work order. During the scheduling process, the agent creates a temporary service appointment and its parent work order. After getting the slots, the temporary appointment is automatically deleted. See [AppointmentBookingService Class](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm). - **Email:** If different contacts have the same email address, the agent refers to the first contact it finds. - **End of Time Horizon:** The end of the time horizon for appointments offered to customers is based on the work type’s Due Date Offset property. If this property is empty, the due date of the created service appointment is set to 7 days. When searching for time slots for this appointment, the system also considers the value defined in this setting: Maximum days to get candidates or to book an appointment. If the value is earlier than the appointment’s due date, this is used instead. The maximum value is 31. To find this setting, go to the Field Service Settings app and open the General Logic tab. Examples: - If the appointment’s due date is in 60 days and the maximum days to get candidates or to book an appointment is set to 15, the customer is offered appointments within 15 days. - If the appointment’s due date is in 20 days and the maximum days to get candidates or to book an appointment is set to 30, the customer is offered appointments within 20 days. - **Optimization:** Even if you aren’t currently using optimization features in your org, you can still use the agent for Autonomous Scheduling. If you haven’t configured the optimization engine settings, the default values for Scheduling Policy and Operating Hours are used. See [Configure Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). If you have configured the optimization engine, your settings are used instead. - **Service territories:** The agent requires a service territory classification mechanism, such as [map polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&language=en_US&type=5), to assign service territories to service appointments. Each service territory must also have active service territory members. - **Work Rules:** The default scheduling policy is Customer First, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you’ve modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the Scheduled Start and Scheduled End work rules. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Work types:** - The AI agent uses the name and the descriptions of your work types to find the most accurate work type for the service appointment. In the work type records, make sure that the names and descriptions are as detailed and accurate as possible. - All of the org’s work types are considered for scheduling. To speed up processing, you can modify the list of work types to only show the relevant ones. See [Configure Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). # Considerations for Bring Your Own Carrier A list of technical and network requirements your carrier must meet for Bring Your Own Carrier trunks to interoperate reliably with Salesforce. Use it to configure signaling, encryption, and call-routing settings correctly from the start, so you can avoid dropped calls, failed connections, and misidentified tenants before they become support issues. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
Bring Your Own Carrier is built entirely on mature standards with these interoperability requirements - Signalling -  All SIP signaling must use TLS. The system doesn’t support unencrypted TCP or UDP. - Certificates - You must use valid, CA-signed certificates for your TLS connection. The system will reject self-signed certificates. - Media Encryption - All media should be encrypted over SRTP. - Supported Codecs - G.711 (PCMU and PCMA) - Number Format - Normalize all numbers to the +E.164 format. - DTMF Method - For IVR compatibility, the system supports RFC 2833/4733 (out-of-band). - Packetization - Standard 20 ms to ensure consistent audio sample processing. - SIP Session Timers - Requires RFC 4028 support to prevent hung calls or "ghost" sessions. - UDP Port Ranges - 1024–65148 for media traffic to clear firewalls. - Tenant Identification - All calls received by the platform should include the Salesforce orgId in the X-Salesforce-Org-Id SIP INVITE header to identify the Salesforce tenant associated with the call. # Considerations for Broadcast Communications As you use different broadcast types, keep in mind these considerations. ### Required Editions
View supported editions.
## General Considerations - You can have up to 100 broadcast topics with a Broadcast Reason of Incident Communication. ## Broadcast Alerts - To send broadcast alerts, grant incident managers the Run Flows permission. - To send broadcast alerts to groups, you can assign a broadcast topic to only public groups and queues. - If the broadcast topic is assigned to a queue, the user sending the broadcast alert must belong to the assigned queue. - A broadcast alert can be sent to a maximum of 10,000 users at one time. If the limit is exceeded, remove assigned groups from the desired broadcast topic. - The Incident Alerts All tab’s All Incidents default list view can take up to 48 hours to be created in your org. Users can see an error in the interim. - Custom list views added to the Incident Alerts All tab must be based on Incident, and must be public or shared. - If a user adds a custom field to the Incident Alerts All tab list view or updates the Incident object, pressing the Refresh button in the Incident Alerts utility doesn’t show the change. To see changes at the object level from the utility, refresh the browser. - If a list view is added to the Incident Alerts All tab, it can’t be deleted. To delete it, first change the All tab list view. - The Incident Alerts All tab list view shows changes in sorting to the list view upon browser refresh only. - If the Incident Alerts All tab list view is updated, the browser must be refreshed. ## Broadcast Emails - Broadcast emails with a contact list created from related cases or products have the same mass email daily send limit as list emails. This limit is typically 5,000 email recipients per day. To increase the broadcast email send limit up to a maximum of 10,000 recipients, contact Salesforce Customer Support. To send emails to more than 10,000 related contacts, create a custom contact list view. - To send a broadcast email, users must have Read access to Contacts. - To send a broadcast email to related case contacts, at least one case with a contact must be related to the incident. - To send a broadcast email to related product contacts, the incident must relate to at least one asset with a product and contact or an account with a primary contact. - To send a broadcast email to related product contacts, the product must be active. - To send a broadcast email to a product’s Account primary member, users must have the “Allow users to relate a contact to multiple accounts” setting enabled. - To relate an asset to the incident or to see the Related Assets or Products related list, users must have at least Read access to Assets. - To relate a product to the incident or to see the Related Assets or Products related list, users must have at least Read access to Products. - If a product without an asset is related to an incident, the Related Assets or Products related list Asset column is left blank. - If a user doesn’t have access to Assets, the Related Assets or Products related list Asset column and record number are hidden. - If a user doesn’t have access to Products, the Related Assets or Products related list Product column and record number are hidden. - If a product with an associated asset is related to an incident, only the Product column is populated in the Related Assets or Products related list. ## Broadcast Slack Messages - To send broadcast Slack messages, grant users the Run Flows and Send Custom Notifications permissions. - You can assign a broadcast topic to only one Slack channel at a time. To assign a broadcast topic to multiple Slack channels, repeat the process. - To send broadcast Slack messages, you can assign a broadcast topic to only public channels. - Sending a broadcast Slack message shares incident record information with all channel members, regardless of their Salesforce permissions. - You can send a broadcast Slack message to only the channels that you’re a member of. - Broadcast Slack messages are sent in the language of the user who sends it. - Users can select a broadcast Slack message template under certain conditions. There must be at least one custom notification type that’s based on Incident and uses the Service for Slack app. The person executing the flow must have access to this custom notification type. - Slack supports a broadcast Slack message with a title of up to 150 characters and a body of up to 3,000 characters for custom templates. If a custom broadcast Slack message template contains merge fields where the populated data exceeds those limits, an error occurs. - If a broadcast Slack message fails to update or delete for one of multiple associated Slack channels, the action can’t be completed. - Broadcast Slack messages can’t be deleted or updated if the message was already deleted or it previously failed to send, update, or delete. - A broadcast Slack message preview for custom templates doesn’t always match the final message sent in Slack. For example, Slack markdowns can differ and custom template buttons don’t appear in the preview message. ## Broadcast Site Banners - To add broadcast site banners, grant users the Run Flows permission. - To add a broadcast site banner, the running user must be a member of the banner’s Experience Cloud site. - To let users see an Experience Cloud site’s broadcast site banner, set the Broadcast Communication Audience sharing default to Public Read Only. See [Set Your Internal Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.admin_sharing.htm&type=5&language=en_US) - Site visitors can view the broadcast site banner if their Experience Cloud user license supports Cases. The following user licenses are supported for broadcast site banner viewing. - Authenticated Website - Channel Account - Customer Community - Customer Community Login - Customer Community Plus - Customer Community Plus Login - Customer Portal Manager - Customer Portal Manager Custom - Customer Portal Manager Standard - Gold Partner - High Volume Customer Portal - Limited Customer Portal Manager Custom - Limited Customer Portal Manager Standard - Overage Customer Portal Manager Custom - Overage Customer Portal Manager Standard - Overage High Volume Customer Portal - Partner - Partner Community - Partner Community Login The following user licenses aren’t supported for broadcast site banner viewing. - Bronze Partner - External Apps Login - External Apps Member - External Identity Login - Limited Customer Portal Manager Custom - Media Base PSL - Platform Portal - Silver Partner # Considerations for Broadcast SMS Messaging Review considerations and tips regarding Broadcast Messaging for standard SMS channels. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). - Broadcast Messaging is supported only in standard SMS channels. - The Send Message action used by broadcasters is different from the Send Message global action used to initiate messaging sessions in enhanced Messaging channels and Enhanced Chat. The global action appears only in the global action menu, reached by clicking the plus sign at the top of the page, while the broadcasting action appears on list views. - Don’t use a long number for broadcast messages, as carriers impose limits for bulk text messages from long numbers. - Messaging templates are required to send a message. Create messaging templates for broadcasters before they attempt to send messages. - Broadcast messages can't be sent in SMS channels that use Omni-Channel flow routing. In your SMS channel settings, make sure that **Enable Advanced Routing** isn't selected. - Messaging User records are required for your recipients, even if you’re sending a message from another object type. Messaging User records contain the recipient’s consent status.. - You can use Broadcast Messaging for employees only if you’ve purchased Work.com. Otherwise, use contacts, person accounts, or messaging users. - It’s possible to go over your SMS allotment. If you send more messages than you’ve paid for, our team will help you make another payment. - We don’t search for duplicate recipients when sending broadcast messages. If you send a broadcast message from multiple sender numbers, and a recipient is opted into more than one of those numbers, they receive multiple messages. - Broadcast Messaging and Messaging can be used together, and sometimes a broadcast message can appear in an active Messaging session. If the active session and the broadcast message use the same sender number, a broadcast message sent during the active session appears in the conversation. - Be mindful of the values you store about your recipients. We recommend that you avoid collecting information that you don’t need and any vulnerable information that could be used for discrimination. To learn more, see our [Acceptable Use and External-Facing Services Policy](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/policies/ExternalFacing_Services_Policy.pdf). # Considerations for Bulk Updating and Activating Messaging Channels Before you update the settings, activate, and deactivate multiple enhanced Messaging channels, review important considerations. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Bring Your Own Channel, and Standard SMS channels
- You can use the bulk update feature to update native enhanced third-party messaging channels only: Facebook Messenger, WhatsApp, SMS, LINE, and Apple Messages for Business. You can’t use this method to update Bring Your Own Channel or Enhanced Chat. - Use the bulk update method to edit preexisting channels. You can’t use it to create new channels. - When working with the downloaded CSV file, don’t change the column order. Only modify setting values. - Don’t modify columns A through F. Salesforce uses them for reference when processing your uploaded file. - In the CSV, multiple rows can correspond to the same channel (identified by the Messaging Platform Key in column A). Each row can also represent a different language added to that channel. For example, if a channel has 10 languages, the downloaded CSV contains 10 rows with the same Messaging Platform Key, each corresponding to a different language. With these rows, you can manage consent-related settings for each language added to the channel. - Make sure required [CSV column values](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_columns.htm&release=264.0.0&type=5 "To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file.") are filled correctly. Other fields can be field-dependent required. For example, Routing Configuration is required only if Routing Type is User. Read the column description carefully before making changes. - You can update up to 2,000 records of preexisting channels only. If your downloaded CSV contains more than 2,000 records, create another CSV file for records beyond 2,000 records and upload it separately. - After Salesforce processes the uploaded CSV, you receive an email that tells you which channels were updated successfully and which failed. Use the CSV file attached to the email to process the failed channel records. After resolving the errors, remove the Status and Description columns from the CSV file and upload it again. - In the CSV, the New Activation Status column values can be either Y or N, where Y indicates that the messaging channel will be activated, and N indicates that the messaging channel will be deactivated on successful upload of the CSV file. Currently, this is valid only for Enhanced SMS channels. - If a Messaging Platform Key has multiple rows, the Activation Status column must be the same for all of them. # Considerations for Business-Initiated Messaging Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Enhanced Web Chat, Standard Facebook Messenger, and Standard SMS channels
## General Considerations - Business-initiated outbound messages don't use service rep capacity until the customer responds. - If the customer responds, the way their response is routed depends on your capacity model. - If the service channel uses status-based capacity, the response is routed back to the same rep. - If the service channel uses tab-based capacity, the response is routed as a new messaging session and a different rep may pick it up. - A customer who’s engaged in a live messaging session can’t simultaneously receive a business-initiated message sent from the Send a Message action by a different rep. In this scenario, the new rep trying to initiate the conversation sees an error. - In all supported channels except enhanced SMS, reps can only initiate messaging sessions with a customer if the customer has a messaging user record that’s linked to the desired messaging channel. Messaging user records are created automatically when customers first message you. If no record exists, you can [create them using Data Loader or a flow](https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&release=264.0.0&type=5 "Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.") as long as you already obtained your customer’s messaging consent elsewhere. It takes about 10 minutes for a newly created messaging user record to become available in the Send a Message action. - When a rep uses the Send a Message action to start a session, the session status is New. If the customer doesn’t respond or opt out within 48 hours, the session ends. ## Considerations for Enhanced SMS - To help sellers or relationship managers kick off conversations with customers and potential customers, reps can send an initial SMS message to a customer from a contact, person account, or lead record, **even if the customer doesn’t have a messaging user record**. Salesforce auto-creates the messaging user record when the initial message is sent. In this scenario: - The rep selects + New Conversation from the Conversation field. - The rep must check a box indicating that the customer consented to receive SMS messages from your business. - When an SMS messaging user record is auto-created, it shows a consent status of Explicitly Opted In even if the channel’s Consent Type field is set to a different status. - To use the Send a Message action to send SMS messages, the messaging user’s phone number field must contain a number that uses the E.164 number format. For example, +12345678900. ## Considerations for Enhanced WhatsApp - If more than 24 hours have passed since the selected messaging user’s last message, service reps can’t use the Send a Message action to write freeform messages. However, they can send notification messaging components. The component must be linked to an approved WhatsApp message template and can’t contain dynamic content. ## Considerations for Enhanced Facebook Messenger - If more than seven days have passed since the selected messaging user’s last message, service reps can’t use the Send a Message action. #### See Also - [Send a Message to a Customer in an Enhanced Channel](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_0.htm&release=264.0.0&type=5 "To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action.") # Considerations for Choosing Fields to Predict When you create your Einstein classification model, you select the fields that Einstein learns from and the fields Einstein predicts. Follow our guidelines when choosing fields. ### Required Editions
View supported editions.
## Input Field Requirements For Einstein Case Classification, you can include up to 30 input fields to train your model. However, each field is limited to a maximum model factor of 30, and the total number of nodes across all graphs can't exceed 500. If your configuration exceeds these limits, the build will fail. Einstein Case Wrap-Up only supports subject and description as input fields. Einstein Classification supports these field types. - String (TextArea or TextArea (Long)) - Picklist - Lookup At least one string-type input field is required for model training. The fields you select to train on affect the quality of Einstein’s predictions. We recommend you choose input fields that are relevant to the fields you want to predict. For example, if you want Einstein to predict the department for a case, include closed cases with accurate department data for training. More isn’t always better, and too many input fields can create extra noise, which negatively impacts Einstein’s predictions. ## Field Volume Requirements To predict a field’s value, Einstein needs closed cases with a value in that field. The more closed cases, the better. - High: > 10,000 - Medium: 1,000–10,000 - Low: 400–1,000 - Not enough: < 400 If a field isn’t used or isn't used as part of your setup, don’t include it. We recommend choosing fields that are filled when the case is closed. ## Field Type Requirements When you add fields to your classification model, you can select standard and custom picklist, checkbox, and lookup fields. - Picklist fields included in your model must contain at least two values. If your recently closed cases use only one value of a particular picklist field, the model fails. - If a picklist or lookup field has more than 1,000 possible values, Einstein considers only the first 1,000 values. In general, fields with this many values result in poor prediction accuracy because of service rep errors on closed cases or a lack of example cases with certain values. - Only single-select (not multi-select) picklists are supported. - Other field types don’t appear in the list of available predicted, segment, or example criteria fields: AccountId, AssetId, BusinessHoursId, CommunityId, ConnectionReceivedId, ConnectionSentId, ContactId, CreatedById, EntitlementId, FeedItemId, Id, IsClosed, IsClosedOnCreate, IsDeleted, LastModifiedById, OwnerId, ParentId, QuestionId, RuleFilterId, SourceId, Status, UserRecordAccessId. Origin isn’t available as a predicted field, but you can use it in segment or example criteria. - Formula fields aren’t supported as segmentation or training filter fields. - Supported lookup fields include: Account, Address, Asset, Campaign, Case, ConsumptionSchedule, Contact, ContactPointAddress, Contract, ContractLineItem, DandBCompany, Document, DuplicateRecordSet, Entitlement, EntitlementContact, EnvironmentHubMember, Goal, GoalLink, Idea, IdeaTheme, Individual, Lead, LiveAgentSession, LiveChatTranscript, LiveChatVisitor, Location, Macro, Metric, MetricDataLink, OperatingHours, Opportunity, Order, Pricebook2, Product2, ProfileSkill, ProfileSkillEndorsement, ProfileSkillUser, PushTopic, Question, QuickText, Quote, SOSSession, ServiceContract, ServiceTerritory, SignupRequest, SocialPost, Solution, StreamingChannel, WorkCoaching, WorkFeedback, WorkFeedbackQuestion, WorkFeedbackQuestionSet, WorkFeedbackRequest, WorkGoal, WorkGoalCollaborator, WorkGoalLink, WorkOrder, WorkPerformanceCycle, WorkReward, WorkRewardFund, and WorkRewardFundType - To make predictions for lookups to a custom object, the object's status must be set to Deployed. ## Controlling Fields A controlling field determines which options are available in another field. - If you add a field with a controlling field to your model, add the controlling field to give Einstein context. For example, when a service rep selects a location field that limits the currency field options, include both fields in your model. - If the controlling field isn’t available to add to your model, Einstein can still predict the dependent field. - If Einstein’s predicted value for the dependent field isn’t compatible with the controlling field’s value, the prediction is hidden to preserve data quality. ## Field Access and Page Layouts - Make sure that the fields you choose are added to your console case page layout. Service reps can’t see predictions for a field that isn't included in the layout. - If you narrow the scope of your model by defining a segment or an example case set, make sure that the user building the model has access to the fields used in the filter criteria. With field access, you’re warned when not enough data exists to build the model. - If you include the Escalated or Language fields in a model, give the service reps using that classification app edit access to those fields. Escalated and Language are read only by default. ## The Language Field When you add the Service Cloud Einstein license, the Language field is available on cases. If you add that field to your model and give service reps access to it, Einstein can predict language on your cases. For example, set up Einstein Case Classification to detect languages, and use Einstein Case Routing to assign cases to service reps with those language skills. - To predict a case’s language, Einstein doesn’t consider closed-case data. For example, even if no Portuguese cases are among your closed cases, Einstein can still determine that a case’s language is Portuguese. - To see recommendations for languages that you expect in your cases, enable all dialects for those languages in Setup. For example, enable both Portuguese (Brazil) and Portuguese (European) so that no matter which dialect the case is in, service reps can see Einstein’s predictions. - After you build your model, you can tell Einstein to select or save the best value for the Language field, but the confidence threshold for those settings isn’t adjustable. Einstein’s predictions are more accurate when each case is in a single language. # Considerations for Customer Service Incident Management Flows As you use Customer Service Incident Management sample flows, keep in mind these considerations. ### Required Editions
View supported editions.
- [Flow Limits and Considerations](https://help.salesforce.com/s/articleView?id=platform.flow_considerations.htm&type=5&language=en_US) - The Run Flows user permission is required for the running user. - To use a Customer Service Incident Management flow, Incident Management must be enabled. - Change Case Owner to Incident Owner flow works only on incidents. Close Change Request & Related Issues flow works only on change requests. - Close Change Request & Related Issues flow closes only the change request and its related cases, problems, and incidents. - If the Closed picklist value is removed from the Change Request Status field, the Close Change Request & Related Issues flow fails. - Change Case Owner to Incident Owner flow works only if cases are marked as related to an incident. - Customer Service Incident Management flows work only in components or Lightning pages that specify a record ID. For example, you can’t use a Customer Service Incident Management flow from an Experience Cloud side or from the utility bar. - Close Change Request & Related Issues flow doesn’t support partial updates. For example, if the running user doesn’t have access to at least one related issue, the flow fails. - For Change Case Owner to Incident Owner flow, the case owner can be changed only if the running user has access to the case. - A flow can fail due to a trigger or validation error. Check whether any records related to the flow have validation errors. - For Change Case Owner to Incident Owner flow, the case owner can be changed only if the incident owner is a User. # Considerations for Data Capture Before you build Data Capture forms, understand the permissions, offline priming, and staged-data behavior that they require. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
## Forms and Questions - The forms are designed for mobile users. Keep them concise so that mobile workers can complete them on smaller screens. - For a smoother experience, make sure that mobile workers keep the Field Service mobile app up to date. - When you create expressions to define conditional visibility for questions, you can't use the output of other questions. Use external data sources or user profile information to define which questions are visible. ## Offline Priming - Data Capture relies on Briefcase Builder to prime records for offline use. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). - For regulatory inspections, prime the assessment questions and high-volume reference data, such as regulatory codes, before a visit. Test sync and search performance for your data volume before rollout. ## Permissions - Mobile workers need access to the Data Capture objects in their permission set before they can launch and submit forms. See [Assign Data Capture Permissions to Mobile Workers](https://help.salesforce.com/s/articleView?id=service.wfs_data_capture_assign_permissions.htm&release=264.0.0&type=5 "Give mobile workers access to Data Capture flows in the Field Service mobile app. Create a permission set that adds the Data Capture permissions, and then assign it to your mobile workers."). - For regulatory inspections, mobile workers also need access to the regulatory code and violation objects. See [Set Up Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance_setup.htm&release=264.0.0&type=5 "Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically."). ## Assessment Staged Data - Responses to form questions are first stored in an assessment staged data record. Users need Create access on the Assessment Staged Data object to store responses after they submit a form. If the responses are valid, Salesforce creates the final assessment and assessment question response records. If the submitted responses contain errors, users review, validate, and edit the incorrect responses in the assessment staged data record, so they also need Edit access on the Assessment Staged Data object. - When mobile workers submit a form, the responses are stored in the Response field on the assessment staged data record as JSON data. This field has a limit of 131,072 characters. Exceeding this limit causes errors or data truncation. Make sure that the JSON data doesn't exceed the maximum size. - To check whether the responses in a submitted form have errors, create a custom trigger on the Assessment Staged Data object. The trigger checks the Response Processing Status field. If the status changes to Failed, the user is notified to resolve the errors in the form responses. # Considerations for Discovery Framework-Based Data Capture with Field Service Mobile App You must consider certain points when you work with the Discovery Framework-based data capture forms. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled
Keep these points in mind when you work with the Discovery Framework-based data capture forms. - The forms are designed for mobile users, so keep them concise so that they can fill the forms on smaller screens. - To ensure a smoother experience when mobile workers gather data by using the Discovery Framework-based data capture forms, they must always keep the Field Service mobile app up-to-date. - Discovery Framework-based data capture relies on Briefcase Builder to prime records for offline use. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). - To launch and submit forms, your mobile workers need Read access to the Assessment Question and Assessment Question Version objects. They also need Create access to the Assessment and Assessment Question Response objects. - Only admin profiles and users with the Manage Flow permissions can associate a Discovery Framework Data Capture flow to the Form junction object. - By using a custom quick action, your users can launch Discovery Framework Data Capture forms only on Salesforce record pages but not in the Field Service mobile app. - When you create expressions to define conditional visibility for questions, you can't use the output of other questions in the expressions. Use external data sources or user profile information to define which questions are visible. - Responses to form questions are first stored in an assessment staged data record. So, your users need Create access on the Assessment Staged Data object to store the responses in the assessment staged data record after they submit a form. If the responses are valid, Salesforce creates the final assessment and assessment question response records. However, if the submitted form responses contain errors, your users should review, validate, and edit the incorrect responses in the assessment staged data record. Therefore, your users need Edit access on the Assessment Staged Data object. - When mobile workers submit a form, the responses are stored in the Response field on the assessment staged data record as JSON data. This field has a limit of 131,072 characters, and exceeding this limit causes errors or data truncation. Make sure that the JSON data doesn’t exceed the maximum size limit. - To check if the responses in a submitted form have errors, create a custom trigger on the Assessment Staged Data object. The trigger checks the Response Processing Status field. If the status changes to Failed, the user gets notified to resolve the errors in the form responses. #### See Also - [Considerations for Working with Discovery Framework and Assessments](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_considerations_for_creating_questions.htm&language=en_US) - [AssessmentQuestion Metadata API Type](https://developer.salesforce.com/docs/atlas.en-us.industries_reference.meta/industries_reference/meta_assessmentquestion.htm) # Considerations for Einstein for Field Service Mobile To use Einstein for Field Service Mobile, consider supported functionality, usage, limitations and allowances, limits, and other issues. ### Required Editions
Einstein generative AI is available in Lightning Experience. Setup for Einstein generative AI is available in Lightning Experience.
Available in all enhanced Messaging channels. View required editions.
The Field Service core features and managed package are available in Enterprise, Performance, Unlimited, and Developer Editions.
For purchasing options, contact your Salesforce account executive.
## Language and Locale Support Einstein for Field Service supports the languages and locales supported on the Salesforce generative AI platform, as described in [Einstein Generative AI Supported Languages and Locales](https://help.salesforce.com/s/articleView?id=ai.generative_ai_platform_languages.htm&type=5&language=en_US). ## Large Language Model Support Einstein for Field Service supports the models supported on the Salesforce generative AI platform, as described in [Large Language Model Support](https://help.salesforce.com/s/articleView?id=ai.generative_ai_large_language_model_support.htm&type=5&language=en_US). ## Einstein Trust Layer Service Support Einstein for Field Service supports the Trust Layer services provided on the Salesforce generative AI platform, as described in [Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_layer.htm&type=5&language=en_US). Ask your system administrator about which Einstein Trust Layer services are enabled in your org and available for Einstein for Field Service. For Field Service features that use AI agents, see Einstein Trust Layer in [Trust and Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_trust.htm&type=5&language=en_US). ## Generative AI Usage Agentforce Usage Types (for Agentforce conversations) and Einstein Requests are metrics for generative AI. The use of generative AI capabilities, in either a production or sandbox environment, consumes Einstein Requests and possibly Data 360 credits. To learn more, see [Generative AI Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage.htm&type=5&language=en_US). Usage Types Billed by Feature | CARD | Type | DESCRIPTION | NOTES | | --- | --- | --- | --- | | Einstein Requests | Einstein Requests | Usage is calculated based on API calls to the LLM gateway. | See [Generative AI Billable Usage Types](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage.htm&type=5&language=en_US). | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Post-Work Summary: This feature does not draw down credits for AI usage if your org has Agentforce for Sales, Service, or Industry add-on license, or if your org has Agentforce 1 Edition for Sales, Service, or Industry. For more information on generative AI credit consumption, see [Metering for Agentforce and Generative AI Usage](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_metering_logic.htm&type=5&language=en_US). Credits can still be consumed by data services in Data 360 and other related usage. # Considerations for Employee Enablement Program Review the considerations about Employee Enablement Program. ### Required Editions
View supported editions.
## Permissions For Enablement admins, the HRServiceWorkspaceUserPSG permission set group gives access to create employee enablement programs in Employee Portal. This permission is included in the Manage Enablement Essentials default permission set. You can create up to 100 unpublished or published employee enablement programs. Also, consider assigning the Manage Enablement Essentials permission set to site developers. Assigning this permission set ensures that site developers can access Enablement objects when they add Enablement components and pages to Employee Portal. For employees, assign the EmployeeHubUserPSG permission set group for taking employee enablement programs in Employee Portal. ## User Experience Employee enablement programs are delivered to employees who log in to Employee Portal, built with Experience Cloud. They find and take programs within the Employee Portal pages. Typically, these employees don’t have access to Lightning Experience. Work with a site developer to add Employee Enablement Program information to Employee Portal. Some default components and pages are available. ## Requirements for Employee Portal In Program Builder, Employee Portal is available in the program properties when you’re creating an employee enablement program. The Enablement components are available only in the Employee Portal templates that a site developer edits with Experience Builder. Other permissions are required for selecting a site in Program Builder. | Your Permission or Access | Sites You Can Select | | --- | --- | | Create and Set Up Experiences | Inactive or active sites | | Customize Application | Inactive or active sites | | Member of the site | Active sites only | If you don’t have one of these permissions, you can’t see the site in Program Builder. If another Enablement admin with permissions added the site and you edit the program, you can’t see the site or save or publish the program. ## Exercises An employee enablement program can include 30 exercises. Audio Recording, Document, Scheduled Event, and Other exercises in employee enablement programs support relative URLs to other site pages. In the corresponding Link content record in the Enablement workspace in the Digital Experiences app, specify a relative URL to another site page. Feedback Request and Trailhead exercises aren’t supported in employee enablement programs. ## Enrollment When you assign employees to employee enablement programs, you can filter by account in addition to the profile, group, and role filters. The assignment window lists only employees who have the Employee Enablement Program Community User permission. Up to 10,000 employees can be assigned to or enrolled in an employee enablement program. ## Notifications Email notifications related to employee enablement programs respect user-specific email preferences on Employee Portal. In-app notifications related to employee enablement programs depend on the environments that employees can access. - Employees receive notifications in all sites that they’re members of and that support notifications, not just Employee Portal where the employee enablement program is published. - If employees have access to Lightning Experience, they receive notifications related to employee enablement programs in Lightning Experience. ## Analytics Employee Enablement Program provides a dashboard and reports that are separate from the analytics for other program types. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Enablement Settings, a Salesforce admin can fetch the updated default reports from the latest release by refreshing the prebuilt reports and dashboard. This overrides any customizations made to the reports and dashboard. See [Refresh the Employee Enablement Program Reports and Dashboard](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_analytics_refresh.htm&language=en_US). ## In-App Guidance in Employee Portal Employee Enablement Program includes prompts and walkthroughs in Employee Portal where you publish programs. In Enablement Settings, you can assign the Manage In-App Guidance for Partners default permission set to users who create prompts and walkthroughs in sites. The Employee Enablement Program Community User permission set license that you assign to employees includes permission to view prompts and walkthroughs in Employee Portal. ## Deleting Scheduled Jobs for Employee Enablement Program Causes Issues Don’t delete scheduled jobs for Program Status. If you need help rescheduling jobs, contact Salesforce Customer Support. #### See Also - [Employee Enablement Program Permission Set Groups, Permission Sets, and Permissions](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_permissions.htm&language=en_US) - [Assign Permissions to Your Employee Enablement Program Team](https://help.salesforce.com/s/articleView?id=service.es_enablement_setup_assign_perms.htm&language=en_US) - [View the Employee Enablement Program Dashboard and Reports](https://help.salesforce.com/s/articleView?id=service.employee_enablement_program_analytics.htm&language=en_US) - [Refresh the Employee Enablement Program Reports and Dashboard](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_analytics_refresh.htm&language=en_US) - [Permissions for Creating and Accessing In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_wt_license.htm&language=en_US) - [Experience Cloud Site Statuses](https://help.salesforce.com/s/articleView?id=experience.networks_status.htm&language=en_US) # Considerations for Enhanced Bots Carefully review these considerations before setting up Enhanced Bots. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
## General - Enhanced bots connect to Enhanced Chat, Facebook Messenger, and WhatsApp enhanced Messaging channels, and to Slack and the Einstein Bots API. Enhanced bots are subject to [Messaging channel specifications](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&release=264.0.0&type=5 "Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows.") and don’t use Chat-only features. - To route to service reps, bots, queues, and skills, enhanced bots use Omni-Channel Flow. To route to Slack and the Einstein Bots API, enhanced bots use connections. Enhanced bots support direct bot-to-bot transfers to other enhanced bots only. - To preview an enhanced bot, use [Text Preview](https://help.salesforce.com/s/articleView?id=service.bots_service_preview_bot.htm&release=264.0.0&type=5 "Try out your bot before it’s visible to your customers with Text Preview. Or connect your bot to a Chat channel to preview your bot’s full content."). - Bot templates are supported for either standard or enhanced bot types. You can create an enhanced bot only from templates created with the enhanced bot type or created from an existing enhanced bot. To learn more about custom templates, visit [Create an Einstein Bot Template](https://help.salesforce.com/s/articleView?id=service.bots_service_create_new_template.htm&release=264.0.0&type=5 "Create an Einstein bot template to share your bots. You can package bot templates and share them between orgs or on AppExchange."). - You can’t create an enhanced bot from the [Intro Template](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5 "Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order."), but you can clone a standard bot created from the Intro Template as an enhanced bot. See [Clone a Standard Bot as an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5 "Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing."). - Post-chat URLs aren’t supported for enhanced bots. - Bot session inactivity time limits depend on the channel type. - Enhanced Chat: 2 hours - Third-party enhanced channels: 8 hours Inactive sessions can extend up to five minutes beyond the limit because the process that closes inactive sessions runs every five minutes. ## Messaging Components in Enhanced Bots - Support for messaging components varies by channel. To verify support for a component, review [support for rich content in Messaging channels](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&type=5&language=en_US) and [considerations for messaging components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&type=5&language=en_US). - The authentication, custom, and payment components are supported only for enhanced Apple Messages for Business channels. The form component is supported for Apple Messages for Business and Enhanced Chat. - The Einstein Bots API doesn’t support messaging components. - Custom constants in messaging components aren’t supported. To prevent bot performance issues, remove custom constants from messaging components before activating your bot. - Translation of messaging components and the bot dialog steps that reference them isn’t supported. - The authentication, custom, form, and payment components and the bot dialog steps that reference them can’t be previewed in text preview. # Considerations for Enhanced Scheduling and Optimization Before using Enhanced Scheduling and Optimization, make sure you review some considerations. These considerations highlight the differences in functionality between the older scheduling engine and Enhanced Scheduling and Optimization. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Consider the differences in the limits and limitations when you're using Enhanced Scheduling and Optimization. For details on additional Enhanced Scheduling and Optimization capabilities, see [What’s Available in Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&type=5&language=en_US) . ## Scheduling Policy Considerations
Feature CONSIDERATIONS
Fine-tuning a scheduling policy Fine-Tune the Scheduling Policy
Scheduling policies

Create and Manage Field Service Scheduling Policies

Guidelines for Setting Up a Scheduling Policy
Service objectives

Service objectives operate differently when you’re using Enhanced Scheduling and Optimization.

Create and Manage Field Service Objectives
Work Rule Type: Count Work Rule Type: Count Rule
Work Rule Type: Extended Match

Empty fields are handled differently if you’re using Enhanced Scheduling and Optimization.

Work Rule Type: Extended Match
Work Rule Type: Match Boolean

When you’re using Enhanced Scheduling and Optimization, if the Boolean field on the service resource is empty, the rule isn’t applied.

Work Rule Type: Match Boolean
Work Rule Type: Match Fields

Match Fields work rules are supported for schedule optimization only when you’re using Enhanced Scheduling and Optimization. Also, empty fields are handled differently if you’re using Enhanced Scheduling and Optimization.

Work Rule Type: Match Fields
Work Rule Type: Match Skills

The Match Skills work rule includes an additional Skill Type Logic: At Least One Skill Matches (OR).

Work Rule Type: Match Skills
Work Rule Type: Match Territory

When you’re using Enhanced Scheduling and Optimization, if the service appointment territory field is empty, all service resources from all territories are considered valid candidates.

Work Rule Type: Match Territory
Work Rule Type: Match Time

Match Time work rules with custom date/time fields are fully supported for schedule optimization only when you’re using Enhanced Scheduling and Optimization.

Work Rule Type: Match Time Rule
Work Rule Type: Service Appointment Visiting Hours Work Rule Type: Service Appointment Visiting Hours
Work Rule Type: Service Crew Resources Availability

You can define a maximum number of additional service resources when you’re using Enhanced Scheduling and Optimization.

Work Rule Type: Service Crew Resources Availability
Work Rule Type: Service Resource Availability Work Rule Type: Service Resource Availability
Work Rule Type: Working Territories

Secondary service territory memberships are handled differently when you’re using Enhanced Scheduling and Optimization.

Work Rule Type: Working Territories
Using relevance groups in work rules and service objectives

Support for relevance groups can be different if you're using Enhanced Scheduling and Optimization.

Create Relevance Groups
## Optimization Considerations
Feature CONSIDERATIONS
Activate Field Service schedule optimization

When you’re using Enhanced Scheduling and Optimization, this activation isn’t required, because Enhanced Scheduling and Optimization uses a Platform Integration User. See Adopt and Implement Field Service Enhanced Scheduling and Optimization for guidance on how to enable Enhanced Scheduling and Optimization.

Activate Field Service Schedule Optimization.
‌In-day optimization

The in-day optimizer run-time differs if you're using Enhanced Scheduling and Optimization.

Optimize Today’s Field Service Schedule
Managing optimization conflicts Manage Optimization Conflicts
Monitoring the progress of an optimization request

When you view the progress of an optimization request from the Gantt, the percentage completed isn’t shown if you’re using Enhanced Scheduling and Optimization.

Monitor Field Service Schedule Optimization Requests
Optimization Insights

Optimization Insights isn’t available if you’re using Enhanced Scheduling and Optimization. Use the Optimization Hub instead.

Gain Visibility into Optimizations with Field Service Optimization Insights
Optimize Field Service appointments using priorities Optimize Field Service Appointments Using Priorities
Optimizing rule-violating appointments

When you’re not using Enhanced Scheduling and Optimization, rule-violating service appointments can’t be optimized. When you’re using Enhanced Scheduling and Optimization, the engine can find an acceptable schedule for rule-violating service appointments or drop these appointments from the schedule.

Optimization Horizon
Resource Schedule Optimization

If you select to only schedule appointments assigned to the service resource, the appointments considered for scheduling during optimization process differ if you’re using Enhanced Scheduling and Optimization.

Optimize a Single Field Service Resource’s Schedule
Scheduled optimization jobs

When you set up a scheduled optimization job, the user interface and features differ if you’re using Enhanced Scheduling and Optimization.

Manage Scheduled Jobs in Field Service
## Resource and Availability Management Considerations
Feature CONSIDERATIONS
Defining capacity-based resources Define Capacity-Based Resources
Reserve time sots for designated types of work Reserve Time Slots for Designated Types of Work
Resource absences

When you're using Enhanced Scheduling and Optimization, resource absence isn't supported for capacity-based resources. Review the travel routing considerations for resource absences with no address.

Create Service Resource Absences for Field Service
Scheduling service crews

When you’re using Enhanced Scheduling and Optimization, a minimum crew size of 1 requires a crew, and the skill set considerations differ if you enable resource crew skill grouping.

Considerations for Scheduling Service Crews
Service crew membership

When you’re using Enhanced Scheduling and Optimization, you can set crew membership start times for any time of day.

Manage Field Service Crew Membership
Service resource efficiency

When you’re using Enhanced Scheduling and Optimization, service resource efficiency is rounded up, and resource efficiency isn't supported for capacity-based resoources.

Estimate a Service Resource’s Efficiency
Service territory operating hours and visiting hours Guidelines for Creating Operating Hours for Field Service
Shift management Field Service Guidelines for Shift Availability
## Other Scheduling Considerations
Feature CONSIDERATIONS
Apex customizations What's the Fate of Older Salesforce Customizations?
Appointment booking performance

You can improve performance with gradeless appointment booking when you're using Enhanced Scheduling and Optimization.

Customize Appointment Booking Settings
Avoiding Apex CPU timeouts Guidelines for Avoiding Apex CPU Timeouts in Field Service
Complex work

Considerations and Limitations for Complex Work

Set Up Complex Work
Fix overlaps

Manage Field Service Scheduling Overlaps

Fix Field Service Scheduling Overlaps
Multi-day service appointments Considerations for Multiday Scheduling
Point-to-point predictive routing

Enhanced Scheduling and Optimization calculates travel time using point-to-point predictive routing. This routing is available if your region has the required map coverage level. The travel time calculation logic if the last service appointment of the day is at the same address as the service resource’s home base is different when you're using Enhanced Scheduling and Optimization.

Set Up Routing for Travel Time Calculations

Navigable Countries
Scheduling recipes

Scheduling recipes aren’t available when using Enhanced Scheduling and Optimization, which uses the Fix Schedule Overlaps automated flow instead.

Create Scheduling Recipes for Common Events
Service appointment fields Service Appointment Fields for Field Service
Sliding and reshuffling Set Up Sliding and Reshuffling for Scheduling and Appointment Booking
Travel calculations Set Up Routing for Travel Time Calculations
Travel mode in the Classic Dispatch Console map

You can view a service resource’s travel profile in the map’s route details pane in the Classic Dispatch Console if you’re using Enhanced Scheduling and Optimization.

View a Field Service Resource’s Daily Travel Route
Travel time on the Gantt Travel time to the next appointment is shown on the Gantt before the lunch break.
Using priorities when booking and scheduling appointments Schedule Appointments Using Priorities
#### See Also - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) # Considerations for Evidence Artifacts in IT Compliance Understand how artifact statuses work, when artifacts lock, which file types are supported, and what classification levels mean, so you can manage compliance evidence accurately and securely. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Artifact status lifecycle Evidence artifacts move through a defined status lifecycle from creation to verification. Each status transition signals who is responsible for the next action and controls whether the artifact can be edited. | Status | Who sets it | What it means | Next step | | --- | --- | --- | --- | | Draft | Fulfiller | Artifact created, files are being gathered. The artifact is editable. | Upload files and change status to Submitted. | | Submitted | Fulfiller | Artifact and files are ready for compliance review. | Reviewer inspects the artifact and sets status to Verified - Accepted or Verified - Rejected. | | Verified - Accepted | Compliance Reviewer | Artifact meets requirements. The artifact record and all attached files lock and become read-only. | Evidence request can be marked Accepted once all artifacts are verified. | | Verified - Rejected | Compliance Reviewer | Artifact is incomplete or incorrect. Reviewer fills in the Observation Statement with feedback explaining what's wrong. | Fulfiller receives feedback, corrects the issue, and creates a new artifact or resubmits. | ## When artifacts lock Artifacts with status **Verified - Accepted** are read-only. Once an artifact is accepted: - The artifact's fields can't be edited. - Files can't be added to or removed from the artifact. - Downloads are restricted by default. To allow authorized users to download artifact files from the evidence previewer, turn on the **Turn On Evidence Artifact Download from Evidence Viewer** setting in Salesforce Go. If a verified artifact later turns out to be incorrect or needs to be replaced—for example, because the underlying source system data was reissued—create a new artifact and link it to the request rather than editing the locked record. The original verified artifact stays on the request as part of the audit history. ## Supported file types The evidence artifact previewer renders the following file formats inline: - PDFs - Images (PNG, JPG, GIF) - Video files (MP4, MOV) For office documents (DOCX, XLSX, PPTX) and other formats not rendered inline, attach the file to the artifact and reviewers can download it for offline review. To attach files stored in external sources like Google Drive, OneDrive, or SharePoint, set up Salesforce Files Connect for your org. For evidence that doesn't have a file—such as a written attestation or narrative explanation—use the **Artifact Text** field on the artifact record instead of uploading a document. ## Classification levels The **Classification** field on the evidence artifact signals to reviewers and auditors how sensitive the artifact is and how it should be handled. Classification is a label that guides proper handling—it doesn't change system permissions or access controls. Apply your org's data protection policies based on the classification. | Classification | Use when | Handling guidance | | --- | --- | --- | | Internal | Evidence is for internal use only and doesn't contain sensitive or regulated data. | Standard org access controls apply. No special handling required. | | Confidential | Evidence contains business-sensitive data like financial information, strategic plans, or proprietary technical details. | Restrict sharing to the compliance team. Don't distribute outside the org without approval. | | Restricted | Evidence contains personally identifiable information (PII), protected health information (PHI), payment card data, or other highly sensitive regulated data. | Apply strict access controls per your org's data protection policies. Audit access regularly. | ## Linking versus creating artifacts If the same piece of evidence satisfies multiple evidence requests—for example, a quarterly user access review artifact that applies to both a compliance audit review and an internal governance audit—link the existing artifact to all relevant requests instead of creating duplicates. Linking keeps one source of truth and reduces storage overhead. When you link an artifact, it appears on each request's Artifacts tab, and any verification status changes to the artifact are reflected across all linked requests. Removing a link from one request doesn't affect the artifact's linkage to other requests. ## Artifact deduplication Evidence Management doesn't automatically deduplicate files. If two fulfillers upload the same log file to different artifact records, both copies are stored separately. To prevent this, use the linking workflow: create the artifact once and link it to all requests that need it. # Considerations for Facebook Messenger Review these considerations before creating a Facebook Messenger channel in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Facebook Messenger channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## General Considerations - Third-party bots are supported with Facebook Messenger. To learn more, see [Deploy Your Bot to Your Channels](https://help.salesforce.com/articleView?id=bots_service_deploy_to_channels.htm&type=5&language=en_US). - A rep has up to 7 days to respond to an end user’s message. Businesses are encouraged to respond within 24 hours. - The `RESPONSE` category type isn’t supported for a Notification component for Enhanced Facebook. If you use it, the message isn’t sent. - Conversations don’t end after a customer sends a stop keyword. Manually end conversations with the **End Chat** button. - The following limitations exist related to Facebook Messenger’s automated response features: - If a customer starts a conversation with your business by clicking an FAQ in the Facebook Messenger menu, a messaging session isn’t created in Salesforce. The customer must manually enter and send a message for the session to be created and routed, but the FAQ and automated response aren’t visible to service reps. - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. - If you turned on Messaging, and then later enabled enhanced domains, you must refresh Messaging to continue receiving messages in enhanced channels. To do this, toggle Messaging off and on again on the Messaging Settings page in Setup. Your settings and channels are preserved. - When a service rep sends a file attachment to an end user through an enhanced Facebook Messenger channel, the original filename isn't preserved. Facebook Messenger displays a system-generated filename instead. A changed filename doesn't indicate a delivery failure. The file is still delivered successfully. Salesforce derives the file extension from the attachment's MIME type, so supported file types retain a usable format. ## High-Volume Messages Facebook imposes a per-day rate limit of 200 times the number of people the business can message using Facebook Messenger. Facebook also has a maximum send rate of 250 requests per second. When a Facebook page experiences a high volume of messages over a short period or is sending or receiving messages with many threads concurrently, Facebook may automatically change the page to a high-MPS (messages per second) page. Pages that receive more than 40 MPS convert automatically to high-MPS pages and drop access to Facebook’s Page Inbox tool feature. To manually enable the Page Inbox tool, page administrators can select **Retain Access to Page Inbox** in the Facebook Page settings. To avoid conversion to a high-MPS page: - Send your messages that aren’t time sensitive consistently throughout the day - Don’t send large volumes of messages at the same time See [Pages with High Volume Messages](https://developers.facebook.com/docs/messenger-platform/send-messages/high-mps) in the Facebook developer documentation for more details. #### See Also - [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.") - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [Test Your Facebook Messenger Channel](https://help.salesforce.com/s/articleView?id=service.livemessage_test_channels.htm&release=264.0.0&type=5 "Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.") # Considerations for LINE Messaging Channels LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced LINE channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel
## Content Sharing You can send several types of content in LINE channels. | Content Type | Limit | | --- | --- | | Text and emoji | 5000 characters. Some types of content, such as Kanji and emoji, count as multiple characters. To learn more, see the [LINE documentation](https://developers.line.biz/en/docs/messaging-api/text-character-count/). | | Images | 10 MB: .jpeg, .png | | Audio | Inbound (customer to business) only. 25 MB: .mp4, .m4a | | Video | 25 MB: .mp4 | | Questions with options | 4 options for Buttons, 13 options for Quick Replies, 10 options for Card Carousel | Content sharing in LINE has these limitations: - Service reps and bots can receive audio messages, but they can’t send audio files or record and send voice messages. - Documents are not supported. - Image, audio, and video file URLs can’t exceed 2000 characters. - LINE channels don’t support sending GIFs, PDFs, or other documents in either direction. - If a question with options includes too many options, or if an option is too long, the message may be sent as plain text. For details about which messaging components are supported in LINE, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). If you plan to offer messaging components in multiple languages, see [Translate Messaging Components into Your Customer’s Language](https://help.salesforce.com/s/articleView?id=service.messaging_components_translate.htm&release=264.0.0&type=5 "Show messaging components in a customer’s preferred language with the help of Translation Workbench. For example, when you send a French-speaking customer a question with three options, show the question and options translated into French."). ## Moving LINE Channels Between Salesforce Orgs For steps to move a LINE channel between sandbox and production orgs, see [Moving Messaging Data Between Sandbox and Production](https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5 "Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves."). ## Limitations The unsend feature in LINE isn’t supported in Salesforce. If an end user unsends a message in a LINE conversation, the message is still visible in the conversation transcript in Salesforce. - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. # Considerations for Location Usage Types Define the inventory model at the location level to maintain consistent logic and prevent data corruption. Review these rules and validations before managing location usage types. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Field Immutability **Usage Type** (**SerializedInvTrackingMethod**) is a one-time configuration. - Associate **Product Item** or **Serialized Product** records to lock **Usage Type**. After you link records, the field is non-editable. - Update **Usage Type** by first removing or reallocating all associated **Product Items** to resolve validation errors. - Verify that location has no existing inventory links before setting tracking methods to avoid configuration errors. ## Product Transfer Restrictions System validation rules block certain transactions to keep inventory pools separate. - Transfer products only between locations that share the same **Usage Type**. - Avoid transfers between mismatched types, such as moving stock from an **Asset-based** location to a **Serialized Product-based** location. ## Consumables (Non-Serialized Products) **Usage Type** rollup logic excludes non-serialized products. - Maintain standard consumable behavior regardless of location settings so existing workflows remain undisrupted. - Calculate inventory counts for consumables without considering whether a location is **Asset-based** or **Serialized Product-based**. - Reduce admin maintenance for high-volume items like keyboards, mice, or cables that don't require strict inventory models. # Considerations for Long Code Channels Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ## General Considerations - Registering a new phone number in the US and Canada can take 1-2 weeks for toll-free numbers, and 1-4 weeks for 10-digit long codes. If you request 50 or more long codes, a special review is required and 1-2 weeks are added to your registration time. Salesforce Customer Support provides new toll-free and long code numbers, but has no control over number registration. - SMS messages are subject to carrier filtering. This means that messages may not be delivered if they break country- or network-specific rules, or if they're flagged as spam. To avoid filtering, make sure that your messages follow the guidelines of the country that you're sending them in. - For more industry-specific considerations about message deliverability, refer to [Digital Engagement SMS Messaging Reference](https://help.salesforce.com/articleView?id=000352394&type=1&mode=1&language=en_US). - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. ## Non-US/Canada Considerations - Salesforce only supports “in-country messaging,” in which a phone number of one country sends messages to a phone number from the same country. If you want to message international customers, request a number from their country. - The rate applied for international messages is based on the phone number location not your geographical location. ## Message Length The maximum length of a single message is approximately 912 characters. The maximum length can vary depending on the language and characters used in the message, because most non-English-based characters are considered double-byte and require more capacity to send. If a message includes one or more special characters, such as smart quotes, UTF-16 encoding is applied and the limit is reduced to 396 characters. Messages over 912 characters aren’t sent. ## Content Sharing You can send several types of content in SMS channels that are associated with a long code phone number. For a full list with limits, see [Compare Standard and Enhanced SMS Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels."). ## Enhanced Messaging for SMS Salesforce offers two types of Messaging channels: standard and enhanced. New features are available exclusively in enhanced channels, and we’re phasing out the ability to create standard channels. - If you didn’t create standard Messaging channels before the Summer ’24 release, you can’t create standard SMS channels. All SMS channels that you create are enhanced channels. - If you have one or more standard SMS channels, you can convert them to enhanced channels in a simple upgrade process. Upgrading is a one-way move, so you can’t change an enhanced channel to a standard channel. It’s also okay to have both standard and enhanced channels in Salesforce. - Currently, it’s not possible to migrate an enhanced SMS channel to a Unified Messaging channel. - You can procure new SMS codes from your production org only. - Your procured SMS codes can be converted to SMS channels and can be moved from your production orgs to sandbox orgs and vice versa. - Your SMS codes can be activated only in your production orgs or its child sandbox orgs. - Use your production orgs to request brands and campaigns. #### See Also - [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.") - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") # Considerations for Mapping Intune Fields to CMDB Review these considerations before you map Intune device attributes to CMDB fields. Learn which mappings you can't change, how certain values are formatted, and how to capture more Intune data. These considerations help you avoid data issues and get accurate device data on the first scan. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
When you create a Microsoft Intune discovery target, the Field Mapping page shows how Intune attributes map to CMDB fields. The page shows separate mappings for computers, mobile devices, and installed software. CMDB provides a set of default mappings that are ready to use. Extend the mappings only when you want to capture more Intune data. ## Fixed Mappings Certain field mappings are used for identification and reconciliation. You can't edit these mappings on the Field Mapping page: | Field | Reason | | --- | --- | | Asset Name | Identifies the device record. | | Serial Number | Identifies computers. | | IMEI Number | Identifies mobile devices. | | Last Discovered On | Records when Intune last synced the device. | | Manufacturer | Part of the standard device identity. | | Model | Part of the standard device identity. | The Used By (User) field is also a fixed mapping. The field maps to the Intune primary user email address column. During discovery, the email address resolves to the matching Salesforce user record automatically. ## How CMDB Formats Intune Data CMDB automatically formats some values during discovery. You don't need to configure these mappings or adjust the values: | Field | Intune Data | CMDB Storage | | --- | --- | --- | | Storage (Total Storage, Free Storage) | Megabytes (MB) | Gigabytes (GB). CMDB divides the value by 1,024. For example, `512000` MB becomes `500.0` GB. | | MAC Address | `AABBCCDDEEFF` with no separators | `AA:BB:CC:DD:EE:FF` with colons. CMDB adds the colons. | | OS Major and Minor Version | Full version string, such as `10.0.19045` | The extracted part. Major is `10`. Minor is `0`. | ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important When you extend the mappings, follow these points to avoid empty or incorrect values: - Map date fields only to Intune date columns. Values in other formats are ignored, and the field stays empty. - Map a picklist field only to an Intune column that returns matching values. Any incoming value is stored, even when it isn't a defined picklist value. - Text values longer than 255 characters are truncated. ## Extend the Mappings Some Intune attributes aren't mapped by default. For example, Compliance State and Entra extension attributes such as EID have no default mapping. To capture an unmapped attribute, create a custom field on the CI type, and then map the Intune attribute to that field on the Field Mapping page. You can map any attribute that Intune returns to a custom field. # Considerations for Mapping Jamf Fields to CMDB Learn how Jamf device data maps to CMDB fields. See which fields identify devices and how CMDB formats certain values. Use these considerations to interpret discovered data correctly and to decide when to customize the mappings. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
When you create a Jamf Pro discovery target, the Field Mapping page shows how Jamf attributes map to CMDB fields. The page shows separate mappings for computers and mobile devices, including installed software. CMDB provides these default mappings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The Field Mapping page is read-only, and you can review the default mappings. To customize mappings, see [Customize Field Mappings for Jamf Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_customize_jamf_mapping.htm&release=264.0.0&type=5 "Customize the Jamf field mappings to capture Jamf data that isn't mapped by default. Map additional Jamf attributes to CMDB fields to keep discovered device data aligned with your organization's needs."). ## Fields Used for Identification CMDB uses these fields to identify each device and reconcile it against existing records. Identification keeps device records accurate and prevents duplicate CIs. | CMDB Field | Purpose | | --- | --- | | Serial Number | Identifies Mac computers. | | IMEI Number | Identifies mobile devices. When no IMEI is available, CMDB uses the Serial Number. | | Asset Name | Identifies the device record. | ## Default Field Mappings The Field Mapping page shows some of the default computer mappings, grouped by section. You can customize these mappings and map more Jamf attributes in the flow. Common default mappings include: | CMDB Field | Jamf Field | | --- | --- | | Asset Name | `general.name` | | IP Address | `general.lastIpAddress` | | Jamf Device Id | `general.managementId` | | Last Discovered On | `general.lastContactTime` | | MAC Address | `hardware.macAddress` | | Serial Number | `hardware.serialNumber` | | Used By (User) | `userAndLocation.email` | | Manufacturer | `hardware.make` | | Model | `hardware.model` | | Operating System | `operatingSystem.name` | | OS Major Version | `operatingSystem.version` | ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important The Used By (User) field maps to the Jamf Pro user email address. During discovery, the email address resolves to the matching Salesforce user record. The Last Discovered On field stores the time that the device last checked in to Jamf Pro. Discovery uses the check-in time to sync only the devices that changed since the last run. ## How CMDB Formats Jamf Data During discovery, CMDB automatically converts certain Jamf values to match the CMDB data model. You don't need to configure these conversions or change the values. CMDB formats these fields: | Field | Jamf Data | CMDB Storage | | --- | --- | --- | | Storage (Total, Available) | Megabytes (MB) | Gigabytes (GB). CMDB divides the value by 1,024. For example, 512,000 MB becomes 500.0 GB. | | OS Major Version | Full version string, such as 14.5.1 | The extracted major version. For 14.5.1, the major version is 14. | # Considerations for Messaging Components Before creating messaging components for service reps to send in messaging sessions, review important considerations. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard SMS channels
## General Considerations - Messaging components are supported only in enhanced Messaging channels and Enhanced Chat. - Enhanced bots can send any messaging component except auto-response, including enhanced links, time selectors, and questions with options. - In enhanced SMS messaging channels, supported messaging components are only available in the default Text format. - Packaging your messaging components lets you move them between Salesforce orgs without recreating any settings. You can even package a standard Einstein bot with messaging components to share your bot template between sandbox and production. To get started, choose a [type](https://developer.salesforce.com/docs/atlas.en-us.pkg2_dev.meta/pkg2_dev/sfdx_dev_dev2gp_comparison.htm) of package. ## Activating and Deactivating Messaging Components - Messaging components have three statuses: Draft, Active, and Inactive. Only active components can be sent in messaging sessions. - When you create or edit a messaging component, its status is Draft. To make it available to send, click **Activate** at the top of the messaging component detail page. - To take an active messaging component offline, click **Deactivate** at the top of the messaging component detail page. The component status changes to Inactive and the component can’t be sent in messaging sessions. If the component was previously sent to customers, it’s still visible in the conversation history. - If you use the Metadata API or packaging to add messaging components to an org, the components' status is Draft. - Keeping a component in Draft or Inactive status is helpful if you’re still working on the component. However, a component must be active for you to test sending it. - You can view the status of all messaging components in the list on the Messaging Components page in Setup. - When you active a form messaging component that uses the WhatsApp Flow format, a related flow is created in WhatsApp Business Manager. ## Auto-Response Components - Auto-response messaging components are supported only in Enhanced Chat and Bring Your Own Channel. - URLs in the Text format aren't hyperlinked in Enhanced Chat v1. - When an auto-response component is sent, service reps see a generic placeholder in the transcript. Reps can’t see the content of the auto-response. - The messaging component action in the messaging window doesn’t show auto-response components. These components are sent only if they’re selected in a channel’s settings. ## Enhanced Link Components - In enhanced WhatsApp and enhanced LINE channels, enhanced link components are available only in the Text (plain text) format. In this format, customers [can see a link preview](https://help.salesforce.com/s/articleView?id=service.messaging_send_links.htm&release=264.0.0&type=5 "To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it.") or just the link title and URL. If you plan to create a screen flow that automatically shares links in WhatsApp and LINE, enhanced link components are a good option. Otherwise, service reps can simply copy and paste a URL into a messaging session. - The Rich Link format of enhanced link messaging components must contain a URL, image, and link text. ## Form Components - Form messaging components must be linked to a global “Create a record” action that creates a custom object or one of these standard objects: Case, Contact, Order, Product, and Asset. - Global actions that are linked to a form messaging component can contain these types of fields: Text, Text Area, Text Area (Long), Email, Checkbox, Date, Date/Time, Number, Phone, Picklist, Picklist (Multi-Select), and URL. All other field types, including lookup fields, aren’t supported. If an unsupported field is added to the global action layout, it won't be visible in the form component and may cause an error. - In enhanced WhatsApp, enhanced Facebook Messenger, and enhanced LINE channels, form messaging components are available only in the Text (plain text) format. While global action-based forms can’t be sent in plain text, you can edit your component’s plain text version so it contains a link to a public form or shows a text-only list of your form questions. - If you create a form component for use in a Enhanced Web Chat deployment for an Experience Builder or Commerce Cloud site, republish your deployment after creating or editing the component. Otherwise, messaging users can’t receive the form in messaging sessions. - In enhanced WhatsApp channels, a form based on the Flow format captures a customer’s response even when the customer submits it after the messaging session ends. The response appears in the Service Console as a reply to the original form request. ## Notification Components - Notification messaging components can be sent manually using the messaging component action in the messaging window, or via a flow using the Send Conversation Messages flow action. - Automated messaging doesn’t yet support translated messaging components. If you’re using a flow to automatically send notification messaging components, the original, untranslated version of the component is sent to customers. - To be sent in a WhatsApp channel, a notification messaging component must be linked to a WhatsApp messaging template that is created in WhatsApp Business Manager and approved by WhatsApp. For details, see [Send Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5 "Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else."). - To unlink a notification messaging component from a WhatsApp messaging template, remove the External Template format from the messaging component in the Messaging Component Builder. You can then re-add the format and link it to a different approved template. - Buttons and dynamic footers aren’t supported in WhatsApp templates that are linked to a notification component, and should be removed from the template in WhatsApp Business Manager. Buttons invite a response from the customer, whereas notification components are designed to share information that requires no response. If a template contains buttons or a dynamic footer, those sections aren’t visible or configurable in the Messaging Component Builder. - When a notification messaging component is sent to a customer in an enhanced WhatsApp channel, it counts as one outbound message regardless of whether it’s sent within the 24-hour customer care window. - In enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel, notification messaging components are available only in the Text (plain text) format, and can only be sent manually using the messaging component action in the messaging window of the Service Console. You can’t use flows to send notification messaging components in these channels. - A Facebook message isn’t sent if the notification component is configured with one of these categories. - Authentication - Promotional Outreach and the message is sent after 24 hours - Response - If you use the metadata API to redeploy a notification messaging component that’s linked to an approved WhatsApp template—for example, if you’re migrating components between orgs—you must then reconfigure the component to avoid problems during sending. Open the component in the Messaging Component Builder, remove the External Template format, re-add the same format, and reconfigure its properties. ## Questions with Options and Time Selector Components - Question with options and time selector messaging components have these limitations in enhanced WhatsApp channels: - Images don’t appear with list options. Even if you’ve added images to your component by updating its constants, customers see only the accompanying text. - If the question or title is over 20 characters, the List Selector format can’t be used and the component appears in the next available format—usually, the Text format. - If a list option is over 24 characters, the option text is truncated in the List Selector and Buttons formats. - Question with options have these limits in LINE channels: - You can provide up to four options for Buttons, 13 options for Quick Replies, and 10 options for Card Carousels. - If a question with options includes too many options, it may be sent as plain text. This may also happen if one of the options is too long. - Questions with options have these limits in Apple Messaging for Business channels: - When the format is Quick Replies, the question won’t display. Only the possible answers will display. If the component is sent by a Service rep, the rep can type the question manually and send it before sending the component. If the component is being sent by a bot, the bot builder can be configured to send a message with the question prior to sending the messaging component. - When an Enhanced bot sends text and a question with options in the same message in an Enhanced Chat v1 channel, the text is sent as plain text. - The messaging component action in the messaging window doesn’t show questions with dynamic options or time selectors. Service reps can send these types of components to customers by running a flow in the Service Console to insert the component into the message field, and then clicking **Send**. # Considerations for Scheduling Service Crews Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Absences If a service resource of type Crew has resource absences, those absences are considered in scheduling. Absences associated with individual crew members’ corresponding service resources aren’t considered. Appointment Assignments Service appointments can be assigned only to service resources. Therefore, to assign a crew to a service appointment, you need a service resource of type Crew that represents the crew. If you create your crew from the crew management tool, this resource is created automatically. Otherwise, follow the steps in [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician."). When an appointment is assigned to a service crew, the appointment gains these assigned resources: - The service resource of type Crew - The service resources of type Technician who are active service crew members during the appointment time The appointment’s assigned resources are refreshed when: - The appointment is dispatched (if the last status category isn't None) - The appointment's status is changed to In Progress (if the last status category isn't None) - The appointment is assigned to a different resource - Changing the appointment's Scheduled Start or Scheduled End If you want appointments that don’t require crews to be assigned only to individual service resources, use the Resource Priority service objective in your scheduling policy. Give your mobile workers a lower priority so the scheduler prefers to assign work to them. To prohibit the scheduling of all appointments to crews, assign a “No Crew” skill to your individual service resources. Then, add this skill as a requirement to the work type, work order, or work order line item in question. Capacity Capacity-based scheduling isn’t supported for service crews because a service resource of type Crew can’t be capacity-based. Efficiency When an appointment is scheduled to a crew, the Efficiency field on the crew’s service resource is used to calculate the appointment’s Scheduled End. The crew members’ efficiencies aren’t considered. Geolocation Tracking and Service Territories - The Last Known Location is tracked for crew leaders only. If a crew has more than one leader, the most recently captured location is displayed on the service resource’s map. - If a service resource is relocated to another service territory while they belong to a crew, the service resource membership record is drawn only on the relocation territory. - The service resource representing the service crew is the home base considered by Field Service while belonging to the crew. - Travel calculation follows the service territory or the service territory member's address of the service resource representing the service crew. Membership Requirements - Only active service resources of the Technician resource type can be added to crews. For example, you can't add a crew to a crew. - To belong to a crew, a service resource needs service territory membership in the territory where the crew provides service. The time span of service crew membership must match or be fully contained in the time span of the service resource of type Technician service territory membership. - A service resource can be a member of multiple crews as long as the membership dates don’t overlap. - Service resources that belong to a service crew don’t receive notifications about assignments or assignment changes. Assignment notifications are sent only to service resources that are assigned individually to appointments. - Removing all members from a service crew deactivates the related service resource of type Crew. Minimum Crew Size Work orders, work order line items, and work types come with a Minimum Crew Size and a Recommended Crew Size. For example, a crew could have a recommended size of 3, but a minimum size of 2. Work orders and work order line items inherits their work type’s crew size settings. The Minimum Crew Size field has a maximum value of 100. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The crew size fields are hidden for all users by default. If you don’t see them, update their field-level security settings in Setup. Field Service doesn’t consider the Recommended Crew Size when assigning appointments. To determine whether a service crew fits the minimum crew size requirement for an appointment, the scheduling engine either counts the crew’s service crew members or checks the Service Crew Size field on the Service Crew record. You can adjust these settings on the Service Crew Resources Availability work rule. If the Minimum Crew Size is blank or 1, the scheduler can assign the work to mobile workers or to crews. When using Enhanced Scheduling and Optimization, a Minimum Crew Size of 1 requires a crew. You can customize the Service Crew Resources Availability work rule to serve one of two purposes: - Compare a service appointment parent record’s Minimum Crew Size field to the Crew Size field on the service crew. - Compare a service appointment parent record’s Minimum Crew Size field to the actual number of allocated service crew members at the time of the assignment. **Consider Service Crew Membership** must be selected on the Service Crew Resources Availability work rule. If the Minimum Crew Size is blank or zero on the service appointment’s parent record, only single service resources (Technician type) are considered as candidates. If the Minimum Crew Size is 1 or more on the service appointment’s parent record, only Crew type service resources are considered as candidates. This is also true for optimization, although a crew isn’t a candidate if it has no valid crew members and **Consider Service Crew Membership** is selected on the Service Crew Resources Availability work rule. If your org was created before Spring ’18, you must create this work rule and add it to your scheduling policies. With Enhanced Scheduling and Optimization, appointments requiring a crew size of one are scheduled only to crews unless the **Assign Service Appointments to Individuals and Crews** checkbox is selected. When enabled, appointments can be scheduled to individual resources or crews of one or two members. Without Enhanced Scheduling and Optimization, appointments requiring a crew size of one or null are scheduled only to individual resources. You can find the Assign Service Appointments to Individuals and Crews option in Field Service Settings of the Field Service Admin app, under Scheduling, in the Crews section. Multiday Appointments When a multiday appointment is scheduled for a worker whose start date on a service crew is in the future, the multiday appointment is elongated to last the duration of the worker’s membership in the service crew. Resource Notifications Service crew members assigned to a service appointment aren’t automatically made followers when the service appointment is dispatched. Only one assigned resource can be set to automatically follow a dispatched service appointment. If you want all the crew members to be followers, customize the push notifications for the Field Service Mobile App. Using custom push notifications enables getting multiple notifications for different users based on an event, such as dispatching a service appointment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’re using Enhanced Scheduling and Optimization, when the status of a service appointment scheduled for a crew changes to Dispatched, the notification appears twice in the Chatter post. Resource Preferences Service resources that belong to a crew can’t be candidates for appointments while they belong to a crew. Therefore, the Required Resource and Excluded Resource work rules and the Preferred Resource service objective don’t apply to active service crew members. Scheduling Candidates When the scheduler is looking for candidates to perform a job, only service resources of type Crew and Technician are considered as candidates. If a service resource is a current member of a service crew, the resource isn’t considered as a candidate. If a service resource is manually assigned to a service appointment while they belong to a crew, the Classic Dispatch Console shows a rule violation. Sharing When a service appointment is dispatched, members of the assigned service crew get Read access to the appointment and its parent record and the crew leader gets Read/Write access. If the Field Service managed package isn’t installed, service crew leaders don’t receive any extra permissions. To give all crew members edit access (for example, via mobile devices) for service appointments, select **Let service crew members edit their service appointments** under Field Service Settings. By default, only the crew leader has edit permissions. If an appointment’s Scheduled Start changes or an assigned resource of type Crew is updated, the appointment’s assigned resources are refreshed to keep the sharing settings current. A change in a service crew membership record doesn’t trigger the refresh. Skills Skills can be assigned to service resources of any type—Technician or Crew—and are considered during scheduling if the Match Skills work rule is included in the scheduling policy. If you want the scheduling engine to consider a service crew’s combined skills—that is, all skills assigned to the service crew members—enable skill grouping. This way, if an appointment requires Drilling and Installation skills, a service crew that has members with that group of skills is considered as a candidate. When using Enhanced Scheduling and Optimization, only the skill set of the crew members is considered when skill grouping is enabled, and the skill set of the crew is ignored (when skill grouping is disabled, the Match Skills work rule considers the crew resource type skills only). From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. On the Scheduling tab, select **Enable resource crew skill grouping** and save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - When skill grouping is enabled, the scheduling engine calculates the crew’s skill set for that time slot. The skill set is recalculated each time the scheduling engine searches for appointment candidates because it can change based on crew member allocations and skills that expire. For example, if a resource skill requires recertification every six months, the scheduling engine considers crew members with the skill while their certifications are valid. - If multiple members of a service crew have the same skill, the scheduling engine considers the highest skill level when calculating the crew’s combined skill set. Utilization When utilization is calculated for the utilization view and metrics shown in the Classic Dispatch Console, a service crew member is considered to be utilized like the service resource representing the crew they belong to. #### See Also - [Service Crew Fields](https://help.salesforce.com/s/articleView?id=service.fs_crew_fields.htm&release=264.0.0&type=5 "Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them.") - [View Service Crews on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_dispatcher_console.htm&release=264.0.0&type=5 "Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console.") - [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") - [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") - [View a Field Service Resource’s Daily Travel Route](https://help.salesforce.com/s/articleView?id=service.pfs_travel_routes.htm&type=5&language=en_US) # Considerations for Short Codes When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada.  ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ## What are Short Codes? Short codes are 5- or 6-digit phone numbers. Unlike long code phone numbers, short codes have few limits on throughput, volume, or inbound-to-outbound ratios. That's why we recommend them for high-volume use cases, like recurring messages and alerts. You can use short codes for single-message and recurring-message programs. We currently support only service use cases—not marketing promotions. Your company's automated responses can be a maximum of 160 characters. For more information about using short codes in the US, see the [CTIA Short Code Monitoring Handbook](https://www.wmcglobal.com/storage/us_resources/ctia-short-code-monitoring-handbook-current-Short-Code-Monitoring-Handbook-v1.7.pdf). ## How are Short Code Messages Routed? Short code channels use the same Omni-Channel routing as your other channels. If a customer responds to a business-initiated outbound message, their message is routed to the service rep who started the conversation. Otherwise, inbound messages are added to the queue or skill and assigned to an available rep. To learn more about Omni-Channel routing, see [Omni-Channel for Administrators](https://help.salesforce.com/articleView?id=service_presence_intro.htm&language=en_US). ## Opting in to Messages Customers must opt in to receiving messages before your business can start sending them. For example, customers can: - Enter their phone number in an online form - Sign up at a point-of-sale location - Send a text to your short code number This type of opt-in is called explicit opt-in. When a customer sends a text to your short code, we send them your opt-in prompt. You can customize this text, along with your other short code responses, by navigating to **Setup** | **Messaging Settings** | **Edit** | **Opt-In Confirmation**. Your opt-in prompt must contain certain details. Here's an example: To subscribe to \[Campaign Name\] \[Description\] Alerts, reply YES. Reply HELP for help. Reply STOP to cancel at any time. Msg&data rates may apply. When they respond with an opt-in keyword, we mark the Messaging User object as explicitly opted in and send them a confirmation text. You can customize this response for every language you support. Here's an example: You’re now subscribed to \[Campaign Name\] \[Description\] Alerts. Reply HELP for help. Reply STOP to cancel at any time. Call \[toll-free number\] for support. Msg&data rates may apply. Optionally, you can require customers to verify that they want to receive texts from your businesses. This extra step is called double opt-in. You can add this requirement for your short code channel by navigating to **Setup** | **Messaging Settings** | **Edit** | **Required Double Opt-In**. Write your double opt-in keywords and a double opt-in prompt. You can customize this response for every language you support. Here's an example: To confirm your subscription to \[Campaign Name\] \[Description\] Alerts, reply START. Reply HELP for help. Reply STOP to cancel at any time. Msg&data rates may apply. ## Opting Out of Messages To stay compliant, you must allow Messaging users to opt-out of receiving text messages from your short code. Messaging users can opt out by texting the keywords STOP, STOPALL, CANCEL, END, QUIT, REVOKE, OPT OUT, and UNSUBSCRIBE to your short code. They can also opt out during a Messaging session by communicating that intention to a service rep, who can manually opt them out. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note REVOKE and OPT OUT keywords are active even though they aren't visible in the UI for short code channels. When a Messaging user texts an opt-out keyword, the Messaging channel must opt out the user and respond with a compliant opt-out confirmation text. You can customize this response for every language you support. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip We suggest keeping your opt-out confirmation text short. Here's an example: You are unsubscribed from \[Campaign Name\] \[Description\] Alerts. No more messages will be sent. Reply HELP for help or call (toll free number). Anyone who texts an opt-out keyword to your short code receives this response, even if they aren't subscribed to your messages. ## Requesting Help You're required to send a compliant response when a Messaging user texts a help keyword to your short code. You can customize the response text by navigating to **Setup** | **Messaging Settings** | **Edit** | **Help Response**. You can customize this response for every language you support. Your help response must contain certain details. Here's an example: \[Campaign Name\] \[Description\] Alerts: Help at \[source of help\] or \[toll free number\]. Msg&data rates may apply. \[Message frequency\]. Text STOP to cancel. Anyone who texts a help keyword to your short code receives this response, even if they aren't subscribed to your messages. To stay compliant, your help response must contain these details: - Campaign name—The name of your company or organization - Description—A single word or phrase to define the alerts, such as “Account Alerts” - Help sources—You must provide a toll-free phone number or a support email address, in addition to any other forms of help - Disclaimer—Msg&data rates may apply. - Message frequency—Must be specific, but can be any interval, such as “1 message per day,” “2 messages per month,” or “1 message per transaction.” "Message frequency varies" is also acceptable. ## Using Custom Responses Use custom keywords and responses to account for country-specific regulations, or to share other information specific to your company. You can customize your keywords and responses by navigating to **Setup** | **Messaging Settings** | **Edit** | **Custom Responses**. You can also customize this response for every language you support. ## Using Short Codes in Canada Because Canada has two official languages—English and French—short code keywords and automated responses must account for both languages. Canada has five mandatory keywords for short codes: HELP, INFO, AIDE, STOP, and ARRET. When a customer texts one of these keywords to your short code, they must receive an automated response. These responses must be sent in the same language as the corresponding keyword—for example, STOP returns an English response and ARRET returns a French response. ## Service Rep Experience - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. ## Convert Code to Channel and Activate Channel After the status of your SMS code request changes to Ready or Completed, [convert the SMS code to SMS channel](https://help.salesforce.com/s/articleView?id=service.messaging_sms_codes_to_channels.htm&release=264.0.0&type=5 "You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce.") and [activate the channel](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp.") #### See Also - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [Test Your SMS Channel](https://help.salesforce.com/s/articleView?id=service.messaging_test_sms.htm&release=264.0.0&type=5 "Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.") # Considerations for the Safety Cloud Packages Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites. ### Required Editions
Available in: Enterprise and Unlimited Editions
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_important.png) Important To make sure that you addressed any compliance considerations, consult with your legal counsel. These packages are considered Non-SFDC Applications under your organization’s Main Services Agreement, and that Main Services Agreement doesn’t apply to your use of these packages. ## General Considerations These considerations apply to Safety Cloud packages in general. - Safety Cloud packages intend to provide tools that help accelerate the deployment of your COVID-19 Health Verification solutions. Make configuration decisions based on your particular use case. - To enhance the security of recipients’ information, we recommend using [Multi-Factor Authentication](https://help.salesforce.com/articleView?id=security_overview_2fa.htm&language=en_US) and enabling [Shield Platform Encryption](https://help.salesforce.com/s/articleView?id=xcloud.security_pe_overview.htm&type=5&language=en_US). - Make sure that you follow secure coding guidelines. For more information, see the [Salesforce Security Guide](https://help.salesforce.com/s/articleView?id=xcloud.security_secure_your_org.htm&type=5&language=en_US). - To manage public access to your vaccine form, follow Experience Cloud security practices. See [Secure Your Experience Cloud Sites](https://help.salesforce.com/articleView?id=networks_secure_community.htm&language=en_US) and [Guest User Record Access Developer Best Practices](https://www.learnexperiencecloud.com/s/article/Guest-User-Record-Access-Development-Best-Practices). - Be mindful of the values that you store about your recipients. We recommend that you avoid collecting information that you don’t need and any sensitive information that can be used for discrimination or other unlawful purposes. For more information, see our [Acceptable Use and External-Facing Services Policy](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/policies/ExternalFacing_Services_Policy.pdf). - Adhere to the accepted data-retention policies and related privacy laws for your organization, wherever they apply. ## Considerations for the Safety Cloud Package These considerations apply to the Safety Cloud package specifically. - Person accounts are mandatory for installing Safety Cloud and must be enabled in the org. - When you install the Safety Cloud package, we enable Feed Tracking on the Health Verification object. For information on how to select and track specific fields on an object, see [Feed Tracking](https://help.salesforce.com/s/articleView?id=collab_feed_tracking_overview.htm&type=5&language=en_US). - To use Safety Cloud, accept the installer terms for the Safety Cloud Template package. - Safety Cloud generates QR codes when criteria on the QR Code Generation records match data on an individual’s Health Verification record. For information, see [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion."). Sample QR Code for a Health Verification Record (JSON Format) ``` {"v": "a021100000JdI7NAAV",”occ”: “a1U1B00000C9WcXUAV”, "vs": "2021-12-16T08:00:00Z","ve": "2021-12-17T07:59:59Z"} ``` Where: - The value for "v" is the Verification ID. - The value for occ is the Occasion ID. - The value for "vs" is the Verification Start Date and Time. - The value for "ve" is the Verification End Date and Time. Any system that reads a QR code must read these four pieces of information. Dates are for offline support. If your event has unstable WiFi, the QR codes can be scanned using the start and end dates or times. You can configure these fields so that the QR code is only valid for a specific set of hours, as shown in the sample. Access Start Time = Beginning of day for negative test (the day of the event). Access End Time = End of day for day of negative test (the day of the event). - To incorporate the Wellness Questionnaire into your health verification strategy, install the Surveys Feedback Management Starter package and enable Surveys in your org. - The user installing Safety Cloud must have the Salesforce Surveys Advanced Features Permissions. The Advanced Features Permission enables your organization to use the predefined data mappings in the Wellness Questionnaire with Health Verification records. ## Prerequisites for the Safety Cloud Package If you plan to use Marketing Cloud Engagement to send updates to recipients, set it up first. For details, see [Marketing Cloud Engagement Setup](https://help.salesforce.com/articleView?id=mc_overview_administration.htm&language=en_US). Make sure that you have the correct licenses. For the Safety Cloud package, you need Service Cloud licenses. In Setup, turn on Data Protection and Privacy, and select Make data protection details available in records. ## What the Safety Cloud Package Changes in Your Org If you have the person accounts enabled when a user submits a health verification, you can schedule a job to create a person account for that user. And for every subsequent health verification action, we assign the associated Health Verification record to the user’s person account. For more information, see [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created."). After you download the Safety Cloud package, several things happen. - We turn on the Site.com page cache permission. - We add a Visualforce page for the flow safetycloud.SafetyCloudVerificationForm. - We create these permission sets that allow agents to view, approve, and reject health verification requests from your customers. - SafetyCloud Admin - SafetyCloud Agent - SafetyCloud Health Verification Form Site User - We create a permission set called Health Verification Permission Set that lets agents view, approve, and reject health verification requests from your customers. - We create a Health Verification and Needs Review queue. - We create a platform cache org partition named HealthVerification in the safetycloud namespace. By default, we allocate 3 MB to the cache org partition. However, through computation, an admin can determine how much space the platform cache org partition requires and allocate the space manually. For information, see [Allocate Space to the Platform Cache Org Partition](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_allocate_org_cache_hv.htm&release=264.0.0&type=5 "When you set up the Health Verification package, we create a platform cache org partition with 3 MB called HealthVerification in the safetycloud namespace. The Health Verification package uses the cache to improve the performance of status look-ups. Depending on your data volume, usage patterns, and performance requirements, you can allocate more space to the cache org partition."). ## Product Limits Salesforce sets a character limit of 100 to the ExternalId custom field. Salesforce sets a transaction limit of 216,000 per hour. If you anticipate exceeding this limit, contact Salesforce. To contact Salesforce, log a case, and provide this information: - The production or sandbox Organization ID. To find the ID, from Setup, in the Quick Find box, enter Company Information, and then select **Company Information**. - Your requested limit. - A business reason for the limit increase. ## Language Support for Safety Cloud Packages Supported languages for Safety Cloud packages are English, French (France and Canada), German, Español, and Spanish (Mexico). To provide the Safety Cloud solutions in another language, use [Translation Workbench](https://help.salesforce.com/articleView?id=workbench.htm&language=en_US). We don’t support right-to-left languages. ## Considerations for the Safety Cloud Template Package Safety Cloud Templates rely on the Safety Cloud package for many key functions. Because the Safety Cloud Template package is Unlocked, you can change metadata, code, and configuration within the package. If you do change the Safety Cloud Template package, test your changes thoroughly in a sandbox with Safety Cloud before promoting them to production. Changing the metadata or code in the Safety Cloud Template results in a private version of the Safety Cloud Template and risks not being included in future enhancements of Safety Cloud. Instead of changing Safety Cloud Template code or metadata directly, we recommend that you make a copy of the code and metadata and selectively override the Safety Cloud Template package with your implementations. When Salesforce Engineering releases a new version of the Safety Cloud Template, test and reimplement your overrides as part of a manual upgrade operation. If you modify the Safety Cloud Template package in any way, Salesforce can’t guarantee that we won’t introduce breaking changes into the package. For information about unlocked packages, see [Build Your First Unlocked Package](https://trailhead.salesforce.com/en/content/learn/modules/unlocked-packages-for-customers/build-your-first-unlocked-package) #### See Also - [The Wellness Questionnaire and Health Verification](https://help.salesforce.com/s/articleView?id=service.safety_cloud_wellness_questionnaire_intro.htm&release=264.0.0&type=5 "Safety Cloud comes with a preconfigured survey called the Wellness Questionnaire. You can use the Wellness Questionnaire as part of your organization's Health Verification strategy to screen event registrants for cold or flu-like symptoms associated with COVID-19.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US) - [Salesforce Surveys and Feedback Management](https://help.salesforce.com/s/articleView?id=xcloud.concept_salesforce_surveys.htm&type=5&language=en_US) - [Compare Licenses and Supported Survey Capabilities](https://help.salesforce.com/s/articleView?id=xcloud.concept_add_on_license.htm&type=5&language=en_US) - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") # Considerations for the Vaccine Eligibility Package Before you start, review the considerations and prerequisites for the Vaccine Eligibility Package. ### Required Editions
Available in: Enterprise and Unlimited Editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_important.png) Important To address any compliance considerations, consult with your legal counsel. These packages are considered Non-SFDC Applications under your organization’s Main Services Agreement, and that Main Services Agreement doesn’t apply to your use of these packages. ## Considerations for Safety Cloud Packages in General These considerations apply to Safety Cloud Packages in general. - Safety Cloud packages intend to provide tools that help accelerate your deployment of vaccine registration, vaccine post processing, and COVID-19 health verification solutions. Make configuration decisions based on your particular use case. - To protect the security of recipients’ information, we recommend using [Multi-Factor Authentication](https://help.salesforce.com/articleView?id=security_overview_2fa.htm&language=en_US) and enabling [Shield Platform Encryption](https://help.salesforce.com/s/articleView?id=xcloud.security_pe_overview.htm&type=5&language=en_US). - Make sure that you follow secure coding guidelines. For more information, see the [Salesforce Security Guide](https://help.salesforce.com/s/articleView?id=xcloud.security_secure_your_org.htm&type=5&language=en_US). - To manage public access to your vaccine form, follow Experience Cloud security practices. See [Secure Your Experience Cloud Sites](https://help.salesforce.com/articleView?id=networks_secure_community.htm&language=en_US) and [Guest User Record Access Developer Best Practices](https://www.learnexperiencecloud.com/s/article/Guest-User-Record-Access-Development-Best-Practices). - Be mindful of the values that you store about your recipients. We recommend that you avoid collecting information that you don’t need and any sensitive information that can be used for discrimination or other unlawful purposes. For more information, see our [Acceptable Use and External-Facing Services Policy](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/policies/ExternalFacing_Services_Policy.pdf). - Adhere to the accepted data-retention policies and related privacy laws for your organization, wherever they apply. - To help ensure equity in vaccine distribution and administration, review the [Principles for the Ethical Use of COVID-19 Vaccine Technology Solutions](https://www.salesforce.com/news/stories/principles-for-the-ethical-use-of-covid-19-vaccine-technology-solutions) and follow our tips for [Integrating Ethics into Vaccine Management](https://www.salesforce.com/blog/ethical-vaccine-management-technology/). ## Considerations for the Vaccine Eligibility Package These considerations apply to Vaccine Eligibility Package specifically. ## Prerequisites for Vaccine Cloud Eligibility Packages - If you plan to use Marketing Cloud Engagement to send updates to recipients, set it up first. For details, see [Marketing Cloud Engagement Setup](https://help.salesforce.com/articleView?id=mc_overview_administration.htm&language=en_US). - Make sure that you have the correct licenses. For the eligibility packages, you need Health Cloud and Health Cloud Platform permission set licenses enabled in your org. - In Setup, turn on Data Protection and Privacy, and select **Make data protection details available in records**. - To improve security and performance with the Vaccine Eligibility packages, deactivate the Standard Lead Duplicate Rule in **Setup** | **Data Management** | **Duplicate Management** | **Duplicate Rules**. If you don’t, legitimate recipients sometimes are unable to sign up for or receive updates. ## What the Eligibility Package Changes in Your Org - When you download the Vaccine Eligibility packages, several things happen: - We turn on the Site.com page cache permission. - Two consent records, `DataUseLegalBasis` and `DataUsePurpose`, are created for your org with the name **Vaccine Eligibility Updates**. - We add a Visualforce page for each part of the sign-up flow: **Vaccination Sign-Up Form**, **Vaccination Sign-Up Success Page**, **Vaccination Sign-Up Start Page**, and **Vaccination Sign-Up Error Page**. - When a recipient signs up using the form, we create a lead record with their information. When you follow the setup steps in this guide, related individual and consent records are created for each lead with a scheduled Apex job. - The Vaccine Eligibility Form package has a strategy to help prevent losing sign-ups during the flow: - You can capture and report skipped leads. When handling Registration events, EventLeadRegistrationTrigger receives events in a batch and processes each event to create a lead record. If we can’t create a lead due to an invalid or incomplete set of properties, we skip it and process the next one in the batch. - If an exception occurs during the operation, we maintain the event processing order. After EventLeadRegistrationTrigger processes a batch, the list of leads is queued into the AsyncLeadInsert for lead insertion into the database. When there’s an error, the batch of events is resent and processed again after a delay, during which no other event is delivered. - We create a list of leads that failed to insert into the database, which you can capture and report. The AsyncLeadInsert Apex job adds leads to one of two lists: insertedLeads or failedLeads. - You can capture and report when an exception occurs during the AsyncLeadInsert Apex job. - If there’s an unexpected failure during the AsyncLeadInsert Apex job, we retry the same operation up to five times. ## Eligibility Product Limits Salesforce sets an hourly peak limit of 1,200,000 for Asynchronous Registration submissions. If you anticipate exceeding this limit, contact Salesforce. To contact Salesforce, log a case, and provide this information. - The production or sandbox Organization ID. To find your org’s ID, from Setup, in the Quick Find box, enter Company Information, and then select **Company Information**. - Your requested limit. - A business reason for the limit increase. ## Language Support for Eligibility Packages - Supported languages for the Vaccine Eligibility packages are English, Spanish (Mexico), French (Canada), and Japanese. - To provide the Vaccine Cloud solutions in another language, use [Translation Workbench](https://help.salesforce.com/articleView?id=workbench.htm&language=en_US). We don’t support right-to-left languages. # Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced LINE, Enhanced Facebook Messenger, Standard SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel
## Monitoring Message Licenses With Agentforce Contact Center Digital, we let you know if you’re missing or running low on brand licenses, campaign licenses, or SMS lease licenses. We also show the number of licenses or requests remaining. This information appears on the Regulatory Compliance page in Setup, or when you create an SMS channel on the Messaging Settings page in Setup. Messaging with Agentforce Contact Center consumes credits used for billing based on your usage of the feature. For this product, you can access [Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US), a free account management tool that offers near real-time consumption data for enabled products across your active contracts. Message credits appear in Digital Wallet under the **Salesforce Message Credits - WhatsApp** and **Salesforce Message Credits - SMS** cards. For details, see [Service Billable Usage Types](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important WhatsApp message credit requirements apply starting March 27, 2026. SMS message credit requirements apply starting March 27, 2026, with additional updates on May 1, 2026. ## Updating Permission Set Licenses If you switch from Digital Engagement to Agentforce Contact Center Digital, you must also assign a new permission set license to users who need access to Messaging. Here's how: - Remove the “Send One-to-Many Messages” user permission from any Messaging permission sets. This permission is related to SMS broadcast messaging, a legacy feature, and can’t be used with Agentforce Contact Center Digital. - For each user that needs access to Messaging, un-assign the Messaging User permission set license and assign the Messaging Unlimited permission set license, which is provided as part of the Agentforce Contact Center Digital add-on. You can assign permission set licenses individually from the Users page in Setup, or to multiple users from the Company Information page. To learn more about the Agentforce Contact Center Digital add-on, contact your account executive. #### See Also - [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US) # Considerations for Using Assets If you’re working with assets, review these considerations to keep things running smoothly. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Creating Assets - If asset sharing is set to the Controlled by Parent—the default setting—the Account field, Contact field, or both must be completed for an asset to be saved. If asset sharing is not set to Controlled by Parent, assets can be saved without an associated account or contact. ## Deleting Assets - Deleting a product does not delete any asset records associated with it. - Deleting an account or contact deletes all associated assets. If you delete an account with a related contact that is associated with an asset, all three records are deleted. Restoring the account restores all three records. - Assets associated with cases can’t be deleted. This means accounts or contacts that are associated with an asset listed on a case also can’t be deleted. - If you delete an asset with both a parent asset and child assets, its parent and children are no longer linked in an asset hierarchy. ## Viewing Asset Hierarchies - The asset hierarchy view isn’t searchable or editable. - The asset hierarchy view isn’t available in Experience Cloud sites, Salesforce for iOS, Salesforce for Android, or the Field Service mobile app. - The **View Asset Hierarchy** action appears only on assets that are part of a hierarchy, and is available only for hierarchies of 500 or fewer assets. If a hierarchy contains more than 500 assets, you can still refer to each asset’s Child Assets related list and Parent Asset, Root Asset, and Asset Level fields. # Considerations for Using Flows in the Field Service Mobile App Review flow considerations before using flows in the Field Service mobile app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
## Downloading Flow Data When the app loads a user’s schedule data, it also downloads global flows and any flows scoped to records in their schedule data. Pulling down on the screen to sync with Salesforce causes the app to reload flow metadata. ## Flow Input Parameters When an iOS or Android app launches a flow, it passes the following input parameters: - Id—The ID of the record that the flow is launched from. - UserId—The ID of the current user. - ParentId—The record ID of the parent record that the flow is launched from. For example, if a flow is launched from a service appointment, the ParentId is the ID of the parent work order or work order line item. ## Creating a Choice Option If the user selects the choice value to use in a screen component, such as a radio button or multi-select picklist, the screen component is set to this value. If no choice value is configured, the screen component is set to the choice label. ## Using Flows with Case Assignment Rules Mobile flows with record updates trigger assignment rules if the request updates an entity that has assignment rules in the same transaction for a case or a lead. To bypass assignment rules, in Apex run `Assignment Rules` with DMLOptions, and set the header Sforce-Auto-Assign as `False`. ## Flow Limitations in the Field Service Mobile App - Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and country that comprise the compound field must be used instead. - Select formula functions and operators are available offline. - Backslash \\ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields. - CRM Core App screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported. - Email alert actions aren’t supported in flows. - Paused flows aren’t supported. If you left a flow in progress or exit the Field Service mobile app, you can’t resume the flow where you left off. - Flows with many CRUD operations can take a long time to process. To speed up this process contact Salesforce Support to request that the draft queue is paused. - Flows cannot have dependencies on Apex or record triggers. - Flows with deep links can cause issues and are not recommended at this time. - The `wasSelected` operator can’t be used in decisions. - For `eval()` functions, the boolean values `true` and `false` are case-sensitive. - Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported. - Fault connectors aren’t supported in flows. - When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation screen to show which images were uploaded. Videos and other file types aren’t supported. - Flows don’t support the following elements. Adding these elements to a flow causes it to display an error. - Lightning components (except for file upload) - Output parameters on file upload except for “Uploaded File Names” - Choice resources with Display Text Input enabled - Actions with output parameters ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not supported. - Flows don’t support the Section screen component. - Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of the default value in the object’s screen picklist value. - In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None-- is a null value that allows the field to be optional. - Flow picklists use the values of the choice set from which the default value is assigned. - Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported. - Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements. - Flow text areas have a 2,000-character limit. - Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons for user choices, the data doesn’t render accurately. - Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was made. However, the component used to make the selection, such as a picklist, saves that value for later use. - Custom Logic and the `or` operator within `Get` elements and the record choice set variable aren’t supported in the Field Service mobile app. - When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data. - Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element to query from these records. To resolve this issue, log out and then back into the mobile app. - Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged package instead. This error only occurs on the mobile app. - HTML text isn’t supported in Flow builder. - Mobile flows support only these global values: - $Flow.CurrentDateTime - $Flow.CurrentDate - $GlobalConstant.EmptyString - Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values. - If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value and not the picklist choice set assigned to it. - Running a flow as another user isn’t supported. - Only the following assignment operations for collections are supported: - Add - Equal - Equals Count - Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen. Otherwise, values are displayed as a dropdown list. - When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around this behavior, add additional items to the picklist. - In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met: - The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store is nulled. - The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference. Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter. - The parent record identified by the parent ID has a dynamic choice type configured as a related list. - Flows can have up to nine conditions in a decision element. - Record Choice Sets created using the `AttachedContentDocument` objects on a Work Order or other supported object don't work in the mobile app. The mobile app doesn't support showing a related list for files within a flow. - When using the `NOW()` formula in fields, create a separate formula resource that resolves to `NOW()`, and use that resource in the validation field. Doing so ensures the latest timestamp is used on the flow launch. - Flows retain variable values after they’re entered. Clicking the **Back** button in a flow doesn’t clear the value. - In Field Service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t the newly created record’s ID. To access the cache ID in a flow on the app, you must turn on the option "Use separate resources, and literal values" in the Create Record element. - Chaining of formulas in the same flow step isn’t supported. - Collection Choice Sets aren’t supported in flows. - Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app. - When a mobile flow contains an image, the `BeforeInsert` trigger in Apex can cause an error. - To remove access to custom objects, log out and then back into the mobile app. - Conditional visibility isn’t supported, with the exception of Data Capture. - The In and Not In operators in flows aren’t supported in the Field Service mobile app. - Dependent picklists are supported in mobile flows but aren’t supported on the desktop site. - Get elements in a flow are cached locally. Pull to refresh to get new data for Get records. This limitation doesn't apply to users with LDS enabled. - Rich text in flows doesn’t show color in the Field Service mobile app. - A custom flow for login must be set up when the Session Activation Required permission is enabled for Field Service mobile users. Without a custom flow for login, mobile users lose access to the Service Resource object and can’t log in to the mobile app. - Flows that modify the **Service Report Language** field on the Work Order object don’t work offline. - New records created using a flow in the Field Service mobile app don’t have the auto-number field data type’s value populated. The field isn’t populated, because the number is generated by the server during record creation and isn’t available locally on the app. - Flow Builder on web allows users to assign empty values for record fields and are treated as null. However, on mobile, any fields in the assignment block with empty values are ignored, and no empty values are specified. - You can’t update the chatter feed on a new record from a flow when LDS is enabled. - Each Create, Update, or Delete action in a Field Service Mobile Flow runs as a separate transaction, meaning each action is processed individually. This behavior differs from the desktop experience, where multiple record changes can be grouped into a single transaction. ## Available Formula Functions and Operators ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Formula functions are case-sensitive. Make sure to use the formatting listed. For more details, see [Formula and Operator Functions](https://help.salesforce.com/s/articleView?id=platform.customize_functions.htm&type=5&language=en_US)
Formula Functions and Operators  
Math Operators
  • + (Add)
  • - (Subtract)
  • * (Multiply)
  • / (Divide)
  • () (Open and Close Parenthesis)
Logical Operators
  • == (Equal), only == , not =
  • != (Not Equal), only != , not <>
  • < (Less Than)
  • > (Greater Than)
  • <= (Less or Equal)
  • >= (Greater or Equal)
  • && (And), only && , not AND
  • || (Or), only || not OR
Date and Time Functions
  • DAY
  • MONTH
  • NOW
  • WEEKDAY
  • YEAR
Logical Functions
  • ISBLANK
  • ISNUMBER
Math Functions
  • ABS
  • CEILING
  • FLOOR
  • LN
  • LOG
  • SQRT
Text Functions
  • BEGINS
  • CONTAINS
  • FIND
  • LEFT
  • LEN
  • LOWER
  • RIGHT
  • SUBSTITUTE
  • TRIM
  • UPPER
  • VALUE
Advanced Functions
  • REGEX
# Considerations for Using the Dispatcher Agent in Field Service Keep these considerations in mind when using the dispatcher agent to fill schedule gaps, get a daily summary of scheduling issues, or filter your appointment list. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions, with an Agentforce for Field Service license. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Considerations and Limitations for Filling Gaps - If a resource’s shift spans over 2 days, the AI agent can show gaps and schedule appointments that begin on the requested day and extend into the next day. - The AI agent uses the territory’s time zone to look for gaps and service appointments. However, when communicating with the dispatcher, the AI agent uses the time zone defined in the Dispatch Console’s settings, either user or territory. - The AI agent shows gaps for 1 day and doesn’t support time ranges. - If the user doesn’t specify a specific date, the AI agent searches for gaps and recommends appointments for today. - The AI agent shows appointments for the first gap that has service appointments available to fill it. If there’s an earlier gap in the day but the AI agent can’t find service appointments to fill the gap, it doesn’t offer this gap, and instead displays the first gap that has appointments to fill it. - Service appointments that are part of a complex work chain, span over multiple days, or are pinned, aren't considered as eligible to fill the gap. - When you’re searching for service appointments or scheduling them, no reshuffling or sliding is performed. - Service appointments are filtered out and analyzed based on the scheduling policy selected in the Gantt. If the Gantt is closed, the Gantt’s default policy is used. - The AI agent prioritizes finding unscheduled appointments. Only when no unscheduled appointments are available does it proceed to locate the most suitable scheduled appointments that aren’t scheduled for the requested date. Scheduled appointments that are customer-facing and have arrival windows aren't considered as eligible to fill gaps. Unscheduled appointments with arrival windows are considered. - To define what is considered to be a gap, the AI agent uses the predefined estimated job duration for work types. In addition, resource efficiency is considered. If work types aren’t configured, the AI agent examines the working territories of the resource to identify the shortest job duration from the previous week while considering the resource’s efficiency. - The time horizon of appointments offered to customers is the earliest date between: - the appointment's due date, and - the value defined in **Maximum days to get candidates or to book an appointment**. To find this setting, go to the Field Service Settings app and open the General Logic tab. The maximum value is 31. The default value is 10. For example, if the due date is in 60 days and the maximum days to get candidates or to book an appointment is set to 15, the customer is offered appointments within 15 days. Or, if the due date is in 20 days and the maximum days to get candidates or to book an appointment is set to 30, the customer is offered appointments within 20 days. - The ability to fill gaps is possible only when Enhanced Scheduling and Optimization is enabled. - When a resource has two shifts on two consecutive days, and the travel time to an appointment on day two starts on day one, this travel time is assigned to day two and therefore the AI agent isn’t aware of it when searching for gaps on day one. - Contractors aren’t supported, as Field Service doesn’t manage their schedules or routes. ## Considerations and Limitations for Getting Daily Summaries - If you ask the AI agent for a schedule summary, you get a summary for all territories visible in the Gantt. If you ask for a schedule summary for all territories, you get a summary for all territories you have access to. - If more than one Gantt is open, and you ask the AI agent for a schedule summary, you get a summary based on the territories in the last Gantt you opened. - When you ask for a schedule summary, the summary includes appointments for territories visible in the current Gantt only. For example, John Smith has appointments in Western New York and Central New York, but your Gantt shows Western New York only. When you ask for a schedule summary, you see a summary for appointments in Western New York only. - To get a schedule summary for specific service territories, you must first search for appointments from those service territories, and only then ask to summarize the results. For example, to get a summary of scheduling issues for all territories containing the word New, you first need to search for the appointments. For example, type Find me appointments for territories containing New, and after you see the appointments you can ask for a summary by typing Create a schedule summary for these appointments. - The Appointments with Rule Violations and Overlapping Appointments categories are available for Enhanced Scheduling and Optimization only and are based on up to 4,000 records. - If the Gantt is closed, the summary is created but the filters aren’t. - You can’t remove or change the categories named Appointments with Rule Violations and Overlapping Appointments. - Agentforce can’t generate summaries if more than 20 territories are selected in the Dispatch Console. - If Enhanced Scheduling and Optimization is enabled for only some of the selected territories, the Appointments with Rule Violations and Overlapping Appointments categories aren’t shown. ## Considerations and Limitations for Filtering Appointment Lists - This functionality works only when the Gantt is open, even if the user receives a message that the filter was created when the Gantt is closed. - This feature is dependent on the QueryRecords action to search for service appointments, and is subject to the QueryRecords limit of returning a maximum of 25 records. # Considerations for WhatsApp Channels WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## General Account Limits and Considerations - Meta doesn’t support business-to-business messaging. - You can create multiple enhanced WhatsApp channels in Salesforce, each linked to a different WhatsApp number. For example, if you want each rep on your team to have their own dedicated WhatsApp number, create one channel for each rep's number. - Group WhatsApp chats aren't supported in enhanced WhatsApp channels. If a messaging user adds another WhatsApp user to a messaging session with your business, their messages aren't delivered and the session doesn't appear in the Omni-Channel utility or sidebar. - Meta occasionally delays the delivery of messages that they consider damaging to their messaging ecosystem – for example, when a business tries to send a message to a customer who has not replied to a previous message from the business within a specified time frame. If you encounter this error, don’t immediately attempt to resend the message. Retry sending the message after progressively longer intervals until it is successfully delivered. - Depending on how the Meta API processes messages, inbound or outbound messages sent in quick succession may not be delivered in the intended order. This may happen if the messages are sent by a bot or with a poor network connection or carrier issues; it can also occur if the messages and attachments have different sizes. - Due to Meta’s rules and regulations, some messages that you send might not be delivered to your customers. For example, a message isn’t delivered if the customer blocked your phone number, hasn’t been online for 30 days, or is in a restricted or sanctioned country. In certain situations, Meta doesn’t disclose the reason for non-delivery due to privacy and policy reasons. For more information and potential workarounds, see [WhatsApp Cloud API Support](https://developers.facebook.com/docs/whatsapp/cloud-api/support/#message-not-delivered). - Salesforce ensures system integrity by moving messages that cannot be processed after maximum retry attempts to a secure Dead Letter Queue (DLQ) for manual intervention and root-cause analysis. To maintain conversational relevance and performance, any message exceeding a 24-hour processing window will be automatically expired and purged from the queue. ## WhatsApp Business Account Considerations Your Meta Business Account can be associated with multiple WhatsApp Business accounts (WABA). Across all of the WABAs associated with your Meta Business Account, you can use up to 25 WhatsApp phone numbers. This limit may differ if WhatsApp considers one of your numbers a verified Official Business Account, which is a label reserved for notable brands. And if you maintain WhatsApp channels with another business service provider in addition to Salesforce, those channels also count against your limit. Here’s how to increase your phone number limit: - Once your Meta Business Manager (Business Portfolio) is verified by Meta, your phone number limit automatically increases from 2 to 25 associated phone numbers. - If your initial 25 phone numbers receive a good quality rating from Meta (based on traffic volume and content quality), open a case with Salesforce Customer Support to increase your limit. Support then works with Meta to increase your limit up to 120 phone numbers per WABA. Other considerations for WABAs: - There is no limit to the number of WABAs that you can associate with an org. However, we don’t support associating a single WABA with more than one Salesforce org. A sandbox and a production org are considered two separate orgs. - In enhanced WhatsApp channels, you can create and use up to 250 messaging templates per WABA. If you’re using enhanced WhatsApp channels and manage your own WABA in Meta Business Manager, request a change to this limit by contacting [WhatsApp Direct Support](https://developers.facebook.com/docs/whatsapp/contact-support). Select **Ask a question**, select the topic **WABiz: Account & WABA**, and select **Request type: Increase phone number limit**. ## Message Credits If you have the Agentforce Contact Center Digital add-on, you must purchase message credits to create a WhatsApp channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full WhatsApp feature set. They appear in Digital Wallet under the [Salesforce Message Credits - WhatsApp card](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). ## Message Recipient Limits For each new WhatsApp channel, WhatsApp limits the number of unique users that your org can send outbound messages to in a 24-hour period, using WhatsApp-approved templates. This limit doesn’t apply to the number of messages you send or to responses to user-initiated messages. See [Capacity and Messaging Limits](https://developers.facebook.com/docs/whatsapp/api/rate-limits/) in the WhatsApp documentation. ## WhatsApp Pay - Salesforce isn't liable for any payment failures. In case of a payment failure, Meta recommends that you contact the payment provider to resolve the issue. - Brazil doesn't receive any payment status from Meta. You will receive confirmation or failure status from the payment gateway. You can populate these details in a custom Salesforce object. ## Content Sharing You can send many types of content in WhatsApp channels. WhatsApp has these limitations related to sharing content. - The following content types and interactions aren’t supported: Locations, contacts, polls, and message deletion. - If a customer sends unsupported content such as a poll or location, an error message notifies service reps that the customer sent a message with unsupported content. Service reps can ask the customer to share the information another way. - When a customer sends an image, the service rep sees a preview in the Service Console and can download the image. File previews aren’t supported, but reps can download files. ## Tap-Back Reactions and Message Replies When a customer reacts to a message with a tap-back emoji, or replies to a specific message, service reps see that context in the Service Console conversation. Whether the original message appears depends on how recently the customer sent it. | Customer action | Within 48 hours | After 48 hours | | --- | --- | --- | | Tap-back reaction (emoji) | The service rep sees the original message with the reaction. | The service rep sees only the reaction, not the original message. | | Reply to a specific message | The service rep sees the reply with the original message. | The service rep sees only the reply message, not the original message. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Service reps can't send tap-back reactions or reply to a specific customer message. ## Sharing Your WhatsApp Channel To encourage customers to contact you in WhatsApp, you can link to your enhanced WhatsApp channel from a website. Use the [universal link format](https://faq.whatsapp.com/425247423114725/?locale=en_US&cms_platform=iphone). Here’s an example link that includes custom link text: `https://wa.me/15551234567?text=Message%20us%20in%WhatsApp`. ## Customer Care Window The 24 hours after a customer sends a message to your business is considered the _customer care window_, in which a service rep or bot assists the customer with their inquiry. After the customer care window passes, a service rep can respond to a customer only using pre-approved templates. Any messaging other than these templates must be sent within the customer care window. WhatsApp imposes this response time limit to prevent outbound marketing. ## Pricing You can send some types of WhatsApp messages to customers at no charge, while other types incur charges. If you have the Agentforce Contact Center Digital add-on, your WhatsApp billing model is based on message credits in Digital Wallet. Talk to your Salesforce account executive to understand when you’ll be charged for sending a message in WhatsApp. ## Business Verification Some businesses can verify their business in WhatsApp, which gives them access to extra technologies, developer features, and higher limits. We recommend verifying your business before you create a WhatsApp account in Salesforce. See the [Meta documentation](https://www.facebook.com/business/help/2058515294227817?id=180505742745347). ## Customer-Initiated Versus Proactive Messaging Businesses can interact with their customers over enhanced WhatsApp in two ways: - Customer Care Interactions: Customer-initiated conversations that require a response from your team within 24 hours - Notifications: Business-initiated, preapproved, templated messages that can be sent at any time by service reps or automation (such as flows or processes) WhatsApp requires you to proactively and explicitly receive an end user’s consent before sending them notifications. You must receive this consent outside of WhatsApp. You can receive it from another communication channel, such as email or text message, or as part of your company’s normal business processes. After you receive an end user’s consent outside of WhatsApp, you can use this information to send notifications. See [WhatsApp Business Policy](https://www.whatsapp.com/legal/business-policy/). End users don’t have to provide advance, explicit consent to initiate an inbound customer care interaction. To learn more about how customers opt in and out of communication, see [Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5 "With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud)."). ## Acquiring a Phone Number for Your WhatsApp Channel To create a WhatsApp channel in Salesforce, you need a phone number to associate with your channel. Your phone number must meet these requirements. - Owned by you. - Has a valid country code and area code (fixed-line or mobile). You can’t use SMS short codes with WhatsApp, but you can use toll-free numbers. - Able to receive text messages, voice calls, or both. - Fits the criteria below for number reuse. The phone number you use acts as an identifier for your WhatsApp Messaging channel. Registering a number with WhatsApp doesn’t limit your everyday usage behavior. You can still use it for standard business purposes like calling or texting. While you can use the same number for communication in multiple countries, we recommend designating a separate number for each country to avoid confusion or the appearance of fraud. If you don’t have a phone number that meets these criteria, you can request one from your telephony provider or web-based CPaaS provider. ## Number Reuse and Migration Most types of WhatsApp phone numbers can be associated with an enhanced WhatsApp channel. | Phone Number Type | Available for Use? | | --- | --- | | Numbers in use with another business service provider (BSP) | Yes. When you create your channel, we walk you through migrating your number from your original provider. | | Numbers in use in a Marketing Cloud Engagement WhatsApp channel, or numbers whose WABA is linked to a Marketing Cloud Engagement WhatsApp channel | Yes, if you create your channel using Unified Messaging. If Unified Messaging isn’t used, you must designate separate WABAs for Agentforce Service and Marketing Cloud Engagement channels. See [Migrate to Unified WhatsApp from Marketing Cloud Engagement or Digital Engagement](https://help.salesforce.com/s/articleView?id=mktg.um_migrate_whatsapp.htm&language=en_US). | | Numbers already activated or previously used on WhatsApp | Yes. | | Numbers already activated in an enhanced WhatsApp channel in another Salesforce org (sandbox or production) | Yes. See [Moving Messaging Data Between Sandbox and Production](https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5 "Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves."). | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The WhatsApp messaging channel involves integrations with one or more Non-SFDC Applications, including Twilio, Inc. and WhatsApp, as further detailed in the Messaging Notices and Licensing Information Documentation, available [here](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/messaging-and-livemessage-notices-and-license-information.pdf). By activating the WhatsApp messaging channel, you're affirming that you have the authority to bind your company/organization to any Non-SFDC Application terms and conditions that are set forth in the Messaging Notices and Licensing Information Documentation. Need help with WhatsApp? Review [WhatsApp Business Platform Support Considerations.](https://help.salesforce.com/s/articleView?id=000679217&type=1&language=en_US) #### See Also - [Trailhead: WhatsApp for Service](https://trailhead.salesforce.com/content/learn/modules/whatsapp-for-service-cloud) - [Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") - [Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5 "As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.") # Considerations for WhatsApp Voice Review considerations for using WhatsApp Voice in Salesforce Voice. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
## Where is WhatsApp Voice in Agentforce Contact Center available? WhatsApp Voice functionality in Agentforce Contact Center is exclusively available for WhatsApp Business numbers registered in the US, Canada, Mexico, and Brazil. ## Do you provide numbers to use with WhatsApp Voice in Agentforce Contact Center? We don’t currently sell US or Canada PSTN numbers for WhatsApp. Bring your own numbers for WhatsApp in all supported regions. ## Can I enable Voice on any WhatsApp channel? Voice can be enabled over existing Digital Engagement (DE) WhatsApp channels. We don’t support the Unified Customer Platform (UCP) WhatsApp channel. ## Is there a waiting period after channel activation before I can start receiving voice calls on the WhatsApp number? After activating the voice channel for the first time, there’s a 30 to 60-minute propagation delay before the number becomes active for voice calling. To expedite this process, placing a test call—even if it doesn't connect—will often trigger immediate activation. ## Is WhatsApp Voice in Agentforce Contact Center limited to inbound calls only? Yes. This release supports Inbound calling only (User-initiated calling). Outbound calling (Business-initiated calling) isn’t supported at the moment. ## Does WhatsApp Voice in Agentforce Contact Center support international calling? Yes. International inbound calling is supported, which means end users can initiate calls from any country globally, with the exception of Meta-restricted regions. # Considerations when Adding a Flow Format to a Form Keep these considerations in mind when you add a Flow format to a form messaging component. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
- The WhatsApp Flow truncates text that exceeds the maximum number of characters. For example, the title for a Dropdown content type shows ellipses because the text exceeds the 20-character limit. ![WhatsApp form with truncated text.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_dynamic_whatsapp_flow_char_limitation%20\(1\).png) - If you add an image that exceeds the maximum file size, you can’t activate the Form messaging component. - If a customer submits the form after the messaging session ends, Salesforce captures the response and saves it to the record. The response isn’t routed to a service rep. In the Service Console, it appears as a reply to the original form request. For the character and image size limits, see [Components](https://developers.facebook.com/docs/whatsapp/flows/reference/components/#text) in the Meta documentation. # Considerations When Managing WhatsApp Templates in Salesforce Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta. ### Required Editions
Available in:
- While template creation and management are supported in both Salesforce and Meta, we strongly recommend that you create and manage your WhatsApp templates directly in Salesforce. Managing WhatsApp templates in Salesforce offers these benefits. - Minimizes synchronization issues between Salesforce and Meta. - Improves messaging reliability. - Increases work efficiency. - Shares the context of the template with the service rep in the Enhanced Conversation component. - After you activate a messaging template in Salesforce, it’s sent to Meta for approval. To ensure that Meta knows which Salesforce org should receive the approved template, associate a unique WhatsApp Business Account (WABA) to your org. A test org and a production org should each be associated with a unique WABA, for example. - If you edit an existing WhatsApp template in the Messaging Component Builder in Salesforce, a new template with your changes is sent to Meta for approval. This new template is saved in a specific format: SFDC\_OrgID\_UUID. - If you want to make an additional edit, be sure to edit the new version with the SFDC prefix. - It takes 24-48 hours for your edits to be approved in a new template. - If the old template was saved to a notification messaging component, it gets replaced by the new component with the SFDC prefix automatically. - Editing isn't supported for these template types: Authentication, Media Card, Request Phone Number, and Location templates that include a header. To change one of these template types, recreate the template. - Meta allows you to update a template once in a 24 hour period. Any additional changes in the same 24 hour period will cause the template to get stuck in a pending state. - We strongly encourage you to edit all messaging templates in Salesforce. If instead you use your WABA to edit a template that’s managed by Salesforce, the notification messaging component in Salesforce becomes out of sync. If you already edited a template in Meta, follow these tips to fix any sync issues: - To get the latest version in Salesforce, re-create the changes in Salesforce and activate the template, which publishes the changes (under a new template formatted as SFDC\_OrgID\_UUID) in Meta and then sent back to Salesforce. - In Salesforce, you can prepare WhatsApp templates with the Utility and Marketing template categories. - While approving a template, Meta can change the template category. If needed, appeal that decision in your WABA. You can’t change a template’s category in Salesforce. - WhatsApp templates created in Salesforce don’t support template insights. # Considerations When Using Omni-Channel Flows Omni-Channel flows enable you to implement robust routing logic. To ensure work is routed as expected, review these guidelines.
View supported editions.
- If an error occurs while the Omni-Channel flow executes, then the work item is routed to the fallback queue specified for the service channel. - An Apex class in an Omni-Channel flow supports asynchronous callouts only. If you add synchronous callouts, unexpected behavior can occur, such as bots declining or not joining messaging sessions, or work not routing properly. See [Invoking Callouts Using Apex](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_callouts.htm). ## Considerations When Migrating Omni-Channel Flows With Omni-Channel Flow Actions It is now easier to migrate Omni-Channel flows from sandbox to production environments. Previously, manual updates were required for certain flow actions post migration. Now, actions like Check Availability for Routing, Add Skill Requirements, and Route Work can be migrated without manual intervention by updating their versions to version 2.0. To migrate the actions without manual intervention, update the versions of the actions to their 2.0 version in flows. To update the version of the Omni-Channel flow actions: - Open the Omni-Channel Flow in **Flow Builder**. - Select the action in the flow and in the settings panel for the action, select **Show advanced options**. - In the **Action Version** dropdown menu select version 2.0.0. Select **Save**. To ensure Omni-Channel Flows are migrated as expected, review these guidelines. - While migrating Omni-Channel Flows with actions, the skills referenced with the actions aren't migrated. You can create the skills that are used in the flows in the target organization and then proceed with the migration. - The skills-based routing rules referenced by flow actions can’t be migrated. You can re-create them after deployment. You can use the AddSkillRequirement action as an alternative. - When moving Route Work actions, choosing an Agent or Queue as the routing target may cause problems after the action is moved. To avoid this, use a variable to dynamically look up the required Agent or Queue within the flow instead of hard-coding the value. You can also use the Get Record flow action. This approach will ensure that the Route Work action functions correctly after migration. - When using variables in Omni-Channel flow actions, make sure they retrieve records by name to fetch the corresponding ID. This approach ensures that the correct IDs are used after migrating flows. - Service channels can’t be migrated. You have to create the required service channels in the target organization before migrating Omni-Channel flows. - The references to Agent and Queue need a workaround to be migrated. Workaround for the references to the User Entity - Agent - Use a Get Record flow action to retrieve the Agent ID (ex: By Username or email) - In the Omni-Channel action field, use the User ID retrieved from the previous step - Workaround for the references to the Queue Entity - Use a Get Record flow action to retrieve the Queue ID (ex: By Queue Name) - In the Omni-Channel action field, use the Queue ID retrieved from the previous step for any field referencing a queue # Console Component Implementation Tips in Salesforce Classic Before you create a component for a Salesforce console, review these tips. ### Required Editions
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
## Behavior and Access Tips - You can’t add canvas app components to AppExchange packages. - When you update records on primary tabs or subtabs, components don’t refresh automatically. - If you change the Height or Width of a console component, refresh your browser to see your updates. - Report chart components aren’t available to developers using the Salesforce Metadata API or for migration between sandbox and production instances. ## Page Layout Tips - If you’re assigned to a Sales Cloud User Permission or Service Cloud User feature license, you can add components to page layouts. - After you turn off the highlights panel or interaction log on a page layout, you can add a component to the Top Sidebar or Bottom Sidebar of primary tabs. - If you want a component to display across all the subtabs on a primary tab, add the component to the Primary Tab Components section on page layouts. If you add a component to the Subtab Components section on page layouts, the component displays on individual subtabs. - If you edit a page layout in the console, such as adding a primary tab component like an interaction log, the updated layout isn’t displayed until the page is closed and then reopened in a new primary tab. - If [Salesforce Knowledge is enabled](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&type=5&language=en_US) and the [Knowledge sidebar is turned on](https://help.salesforce.com/s/articleView?id=service.console2_setup_knowledge.htm&type=5&language=en_US), don't add a component to the Right Sidebar of case page layouts, otherwise the Knowledge sidebar displays over components. ## Visualforce Tips - Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). - For each page layout, you can use a Visualforce page as a component one time. - If Visualforce pages are assigned to page layouts as components, you can’t delete them. - Visualforce pages don’t refresh when you click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Refresh all primary tabs** or **Refresh all subtabs**. - If you enable clickjack protection for Visualforce pages in your organization’s security settings, Visualforce pages don’t display correctly. - Unlike other Visualforce pages, you don't have to set the standard controller on components to the object whose page layout you're customizing. - If you add `showHeader=true` to a Visualforce page, you can add a 15-pixel gap to the right and left sides of a component to visually indicate its location in a sidebar. For example, ``. - When Visualforce pages are used as components, two URL parameter values are passed automatically:
Parameter Name Parameter Value Description
id A case-sensitive 15-character alphanumeric string that uniquely identifies a record.

The ID of the detail page in which the component displays.

This parameter is only passed if the ID is available.
inContextPane true Indicates the Visualforce page displays as a component in a Salesforce console.
#### See Also - [Create Console Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_overview.htm&release=264.0.0&type=5 "Developers and administrators typically follow these steps when creating components for a Salesforce console.") # Console Configurable Features in Salesforce Classic An administrator must enable and configure most console features to determine how console users view and work with data. ### Required Editions
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
Configure a Salesforce Console for Service: Customize Application
Configure a Salesforce Console for Sales:

Customize Application

AND

Sales Console User
To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in the Quick Find box, then select **Apps** and click **Edit** next to your console app. You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate your Salesforce Classic console app in Lightning Experience, but using the Salesforce out-of-the-box app is faster and easier.
FeatureAutomatically Enabled?Available in a Console for SalesAvailable in a Console for Service
Brand a Console yesyes
Highlights Panel yesyes
Pinned Listsyesyesyes
Push Notifications yesyes
Responsive Lists yesyes
Keyboard Shortcutsyesyesyes
Save User Sessionsyesyes yesyes
Allow Domains yesyes
Console Components yesyes
History Componentyesyesyes
Multi-Monitor Componentsyesyesyes
Interaction Logs yesyes
Knowledge Sidebar yesyes
Knowledge One Footer yesyes
Softphone Integration yesyes
Chat  yes
Macros  yes
#### See Also - [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&release=264.0.0&type=5 "Salesforce Console apps are a tab-based workspace suited for fast-paced work environments. Manage multiple records on a single screen and reduce time spent clicking and scrolling to quickly find, update, and create records.") # Console Version Support The availability of console versions depends on your setup, the Salesforce products you use, and their edition. ### Required Editions
Lightning Service Console is available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud
Service Setup Assistant is available in: Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions in orgs created before Spring '26
This table indicates which service console versions are supported and which are added immediately after setup for various scenarios. Not all supported console versions are automatically added for you. | Scenario | Foundations Service Console | Service Setup Assistant Console\* | Lightning Service Console | | --- | --- | --- | --- | | Enterprise or Unlimited Edition with Agentforce Sales (formerly Sales Cloud) | Not supported | Supported | Not supported | | Enterprise or Unlimited Edition with Agentforce Service (formerly Service Cloud) | Not supported | Supported | Supported and auto-added | | CRM Enterprise or Unlimited Edition | Not supported | Supported | Supported and auto-added | | Pro Suite (applies specifically to Salesforce orgs created before August 21, 2024 in North America or August 22, 2024 in other regions) | Supported and auto-added | Supported | Not supported | | Pro Suite (applies specifically to Salesforce orgs created on or after August 21, 2024 in North America or August 22, 2024 in other regions) | Supported and auto-added | Not supported | Not supported | | Starter | Not supported | Not supported | Not supported | \* The Service Setup Assistant is available only in orgs created before Spring '26. # Consume Serialized Inventory When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers accordingly. You can add products consumed to work orders or work order line items. You can also track product consumption at the line item level to know which products were used for each line item’s tasks. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view products consumed: Read on work orders
To create or delete products consumed: Edit on work orders AND Read on product items
To create products consumed for products that support serial numbers: Create on products consumed
To update products consumed: Edit on work orders
To consume products for products that support serial numbers: Edit on work orders AND Read on product items AND Read on serialized products
Use your organization’s best practices to define a process for associating an asset with the consumed serialized product. 1. Create a product consumed. 1. Open the work order. 2. On the Related tab, go to Products Consumed and click **New**. 3. If applicable, enter a work order line item. The work order is auto-populated. 4. Select the serialized **Product Item**. 5. Enter 0.00 for the **Quantity Consumed**. 6. Add context in the **Description** field. 7. Click **Save**. 2. Set the product consumed state. 1. Go to the work order’s **Related** list. 2. Select the product consumed. 3. Go to the product consumed **Related** list. 4. On Product Consumed State, select **New**. 5. Use the lookup field to select a **Serialized Product**. 6. For the **Consumed State**, select Consumed or Withdrawn indicates that the product was previously dispatched but taken out of circulation for repair. 7. Click **Save**. 8. Repeat the steps for all serialized products included in the product consumed. 3. Consume the product. 1. Edit the **Product Consumed**. 2. Select **Consumed**. 3. Enter the **Quantity Consumed.** 4. Click **Save**. # Contact Center Help your teams engage with customers across voice, digital channels, AI, and CRM in one AI-first contact center. Choose the best fit capabilities from two areas: Agentforce Contact Center and Partner Contact Center. Agentforce Contact Center includes Salesforce-provided contact center infrastructure, including a built-in Voice offering. Choose this model when you want Salesforce to provide and manage the core contact center and telephony experience. Partner Contact Center connects Salesforce with a telephony provider or contact center (CCaaS) platform of your choice. Select this model when you use an external partner telephony or CCaaS provider. Both contact center solutions offer capabilities that support your customer engagement strategy through AI-first interactions. You can mix and match channels between contact center types, bringing the best solutions for your unique business needs. Complete your contact center with data-driven planning tools from Workforce Engagement and interaction assessments from Quality Management. - **[Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&release=264.0.0&type=5)** Agentforce Contact Center is an AI-first, fully integrated contact center solution built within Salesforce that brings together voice, digital channels, CRM, and AI in one platform. - **[Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.partner_contact_center.htm&release=264.0.0&type=5)** Connect Salesforce with your preferred telephony or contact center as a service (CCaaS) provider to engage with customers across voice, messaging, email, and web forms. - **[Add Voice Channels to Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_top_level.htm&release=264.0.0&type=5)** Add voice capabilities to support inbound service and proactive outbound engagement across your rep and AI workforce. - **[Provide Conversation Support with Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&release=264.0.0&type=5)** Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider. - **[Send and Receive Emails with Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&release=264.0.0&type=5)** Communicate with customers over email directly from the Service Console. Email-to-Case turns customer emails into cases for your support team. - **[Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&release=264.0.0&type=5)** Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases. - **[Optimize Staffing with Workforce Engagement](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_intro.htm&release=264.0.0&type=5)** Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers. - **[Quality Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&release=264.0.0&type=5)** Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores. # Contact Center Health Check Stack The health check stack creates specific Identity and Access Management (IAM) roles and policies for the contact center in your AWS account. These resources provide the necessary permissions for the health check Lambda function to analyze your contact center configuration and generate a diagnostic report. ### Required Editions
View supported editions.
This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect The health check stack creates these roles: - -HealthCheckRole: This role is responsible for triggering the health check Lambda function directly from the contact center details page. It also grants permission to fetch the output result file containing the health report. An example is available in BYOAHealthCheckStack.yaml in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas/tree/master/cloudformation). - -HealthCheckLambdaExecutionRole: This role is assumed by the Lambda function while it runs. It includes the `AWSLambdaBasicExecutionRole`, which provides the basic permissions necessary for the lambda function to execute within AWS. ## Health Check Access Policy The stack includes the `-HealthCheckAccessPolicy` which defines the scope of permissions the health check lambda uses to verify the status of your contact center resources. An example policy is available in BYOAHealthCheckStack.yaml in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas/tree/master/cloudformation). # Contact Center Version 10.X And Below Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v10.1 Available Date: November 17, 2022 This version includes bug fixes. We fixed issues where voice calls and voicemails weren't routed using Omni-Channel flows. ## Contact Center v10.0 Available Date: November 1, 2022 This version includes the following changes. - Contact flow enhancements: - New, modularized contact flows for real-time transcription, Omni-Channel flow routing, and voicemail. - Updated sample contact flow names and descriptions. - Lambda logging improvements: more log lines and logging level control using Lambda environment variables. - Serverless application 10.0.0 for Salesforce Voice with Partner Telephony from Amazon Connect customers. - Bug fixes: - CTRSync no longer throws an error when it encounters unsupported voice call types. - Fixed Universal Call Recording policy for Salesforce Voice with Partner Telephony from Amazon Connect. - CTRDataSyncFunction, HandleContactEvents, and ContactLensConsumerFunction Lambda functions now call the active versions of other Lambda functions. - The Salesforce Voice Connect Dashboard now shows data. - Basic Queue is now the working queue for inbound contact flows. For more information, see: - [Salesforce Help: Using Salesforce Voice Contact Flows](https://developer.salesforce.com/docs/atlas.en-us.240.0.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) - [Salesforce: GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) - [Salesforce Help: Using Salesforce Voice Lambda Functions for Amazon Connect](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_overview.htm) - [Salesforce Help: Share Voice Calls with Universal Call Recording](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm) ## Contact Center v9.1 Available Date: July 18, 2022 This version includes fixes for these contact center bugs. - The ContactLensConsumer Lambda function was missing SSM permissions, which prevents the enablement of Contact Lens transcription. - Some customers couldn’t update their 8.0 contact center to 9.0 because they renamed the 'Basic Queue’ queue. - Some Salesforce Voice with Partner Telephony from Amazon Connect customers couldn’t upgrade their serverless application to 9.0. If you previously tried to update your contact center to 9.0 but the update failed, run the v9.1 update. If you run the v9.1 update and receive a message that states that the previous update is still in progress, contact Salesforce Customer Support. ## Contact Center v9.0 Available Date: June 11, 2022 This version includes the following changes. - Updated the ContactLensConsumerFunction Lambda function to use utterance events for better real-time receivable performance. See [Using Salesforce Voice Contact Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) - Added out-of-the-box sample contact flows that are enabled with Contact Lens. See [Transcribe Longer Calls with Contact Lens](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_lens.htm). For more information, see: - Salesforce Voice with Telephony Providers Implementation Guide: [Using Salesforce Voice Contact Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) - Salesforce Help: [Transcribe Longer Calls with Contact Lens](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_lens.htm) ## Contact Center v8.0 Available Date: February 15, 2022 This version includes the following changes. - Updated the kvsTranscriber Lambda function to support custom vocabulary for real-time transcription using Amazon Transcribe. - Added support for Amazon Connect Contact Lens (Pilot). - Added out-of-the-box Lambda warm up for the InvokeTelephonyIntegrationApi Lambda function. - Provided automatic PSR cleanup for abandoned calls using the HandleContactEvents Lambda function. - Enhanced IAM roles and permissions to enable universal call recording. For more information, see: - Spring ’22 Release Notes: [Improve Transcriptions with Contact Lens for Amazon Connect (Pilot)](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_contact_lens.htm&type=5&release=236&language=en_US) - Salesforce Voice with Telephony Providers Implementation Guide: [HandleContactEvents Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_handlecontactevents.htm) ## Contact Center v7.2 Available Date: January 18, 2022 This version updates the KVSTranscriber Lambda log4j library to 2.17.1, which mitigates Apache log4j security issues. To address this security vulnerability, we highly recommend that you apply this update. ## Contact Center v7.1 Available Date: August 31, 2021 This version includes the following changes. - For new customers, we created a contact flow, Sample\_SCV\_Inbound\_Subflow, that can be called by your inbound contact flow to run an Omni-Channel flow to route calls. For existing customers, download Sample\_SCV\_Inbound\_Subflow contact flow from [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) and import it into your Amazon Connect instance. See Winter ’22 Release Notes: [Route Calls with Omni-Channel Flows (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_omni_channel_flows_for_voice.htm&type=5&release=234&language=en_US). ## Contact Center v7.0 Available Date: August 04, 2021 This version includes the following changes. - Added AWS EventBridge service to keep Lambdas warm. - Added versioning for Lambdas to easily roll back changes made during a contact center update. - Updated Lambdas to include layers and allow custom inline Lambda editing. Lambda layers keep your code lightweight and give you more room for customization. ## Contact Center v6.2 Available Date: June 14, 2021 This version updates the Service Cloud Lambda runtimes for NodeJS to 14 and Python to 3.8. ## Contact Center v6.1 Available Date: June 02, 2021 This version includes added support for real-time transcription for queued callback requests. Also includes bug fixes. ## Contact Center v6.0 Available Date: February 16, 2021 This version includes added support for more real-time transcription languages: Italian, German, Japanese, Korean, and Brazilian Portuguese. Previously, real-time transcription was available only for English, French, and Spanish languages. See Spring ’21 Release Notes: [Warm Up Your Lambda Functions and Get Real-Time Transcription in More Languages in Voice](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_aws_services.htm&type=5&release=230&language=en_US) ## Contact Center v5.0 Available Date: January 25, 2021 This version includes bug fixes. ## Contact Center v4.0 Available Date: January 15, 2021 This version includes the following changes. - Updated the kvsTranscriber Lambda function for the new Create Transcript REST API endpoint - Added Update Contact Center feature for Spring ’21 - Added Update Key Pair feature for Spring ’21 - Added support for the pause and resume call recording feature for Spring ’21 For more information, see: - Spring ’21 Release Notes: [Update to the Latest Telephony Integration API](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_rest_api_update.htm&type=5&release=230&language=en_US) - Spring ’21 Release Notes: [See When Your Key Pair Expires](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_key_pair.htm&type=5&release=230&language=en_US) - Winter ’21 Release Notes: [Let Agents Pause and Resume Call Recording](https://releasenotes.docs.salesforce.com/en-us/winter21/release-notes/rn_voice_call_recording.htm) ## Contact Center v2.0 - v3.0 Available Date: n/a These versions are internal releases. ## Contact Center v1.0 Available Date: July 21, 2020 This version is the generally available release. See [Summer ’21 Release Notes: Voice: Intelligent Telephony Inside the Service Console](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice.htm&type=5&release=226&language=en_US) # Contact Center Version 11.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 11.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v11.1 Available Date: March 22, 2023 This version includes these changes.
Change Applicable Telephony Models

To enable Salesforce Voice to capture real-time Amazon Connect Contact Lens transcripts and intelligence signals more quickly, we added these enhancements.

  • Split the ContactLensConsumerFunction Lambda function into two Lambda functions: ContactLensConsumerFunction and ContactLensProcessorFunction. Before this release, the ContactLensConsumerFunction sent Contact Lens transcripts and signals to Salesforce. Starting this release, the ContactLensConsumerFunction sends transcripts and signals to ContactLensProcessorFunction.
  • Added the Create Transcripts in Bulk (/telephony/v1/voiceCalls/messages) Telephony Integration REST API to create voice call transcriptions in bulk for faster processing. The new ContactLensProcessor Lambda function invokes this request.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v11.0 Available Date: February 11, 2023 This version includes some bug fixes and these changes.
Change Applicable Telephony Models
To get the latest versions of the voicemail Lambda functions (VoiceMailAudioProcessingFunction, VoiceMailTranscribeFunction, and VoiceMailPackagingFunction), get the latest ServiceCloudVoiceLambdas application version in the AWS Serverless Artifact Repository. Salesforce Voice with Partner Telephony from Amazon Connect
We now delete CloudWatch log groups that are older than 2 years. Previously, we never deleted them. Salesforce Voice with Amazon Connect
By default, you’re opted out of having all AWS AI services content stored or used for improvements to AWS services. To opt in, contact Salesforce Customer Support. Salesforce Voice with Amazon Connect
The AWS Support App in Slack app is now available with the Salesforce Voice.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 12.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 12.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v12.0 Available Date: Starting on April 10, 2023 This version includes these changes.
Change Applicable Telephony Models
Starting with the Summer ’23 release, each Salesforce release includes a major contact center update. For example, the Summer FY ’23 release includes Contact Center version 12.0 and the Winter FY ’24 release will include Contact Center version 13.0. The major contact center update will be available after your Salesforce org updates to the next version. The contact center updates are available in sandbox and production environments. See Salesforce Sandbox Preview Instructions
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Salesforce Voice now supports Hindi and Thai languages for Amazon Transcribe’s transcription. The kvsTranscriber Lambda function now supports real-time transcription for these languages. To show real-time transcription in Hindi or Thai:

  • In Salesforce, update your contact center to get the latest Lambda functions.
  • In Amazon Connect, set the languageCode on the transcription block in your contact flows to the transcription language. For example, to transcribe to Hindi, enter hi-IN. For more info about supported languages and language codes, see Streaming Transcription in the AWS Transcribe Developer Guide.

See Amazon Documentation: Amazon Transcribe's Transcription Languages Supported by Salesforce Voice.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Amazon Connect’s Multi-Party Calls feature (for up to 6 parties) is automatically disabled for version 12.0 contact centers. Salesforce Voice doesn’t currently support this feature. It can be re-enabled within the Telephony settings for your Amazon Connect instance. However, if you use it, you might notice some unexpected behavior for call transfers and conference calls.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Fixed these bugs:

  • Transcription using the kvsTranscriber Lambda function isn’t working for the South Africa region.
  • Failed to create two Salesforce Voice with Partner Telephony from Amazon Connect contact centers in the same AWS account, where one contact center was created with a new Amazon Connect instance and the other was created by importing the contact center definition XML file.
  • For serverless applications, due to insufficient permissions, Kinesis stream for Content Lens fails to be associated with the Amazon Connect instance.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 13.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 13.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v13.2 Available Date: Starting on September 19, 2023 This version includes these changes.
Change Applicable Telephony Models
When you create or update your contact center, Salesforce creates or updates Salesforce Identity Provider only if it’s necessary. If you’re using your own IDP, no updates occur.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Fixed the security vulnerabilities in some of the Lambda functions. To address them, we increased the xml2js version from 0.4.19 to 0.5.0.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Fixed these bugs:

  • If a policy is defined for the S3 bucket, creation of the contact center with an existing Amazon Connect instance fails.
  • Permission boundaries weren’t honored because the CloudFormation template didn’t include the permission boundary checks for SCVRealtimeAlertRole.
 Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v13.1 Available Date: Starting on August 29, 2023 This version includes these changes.
Change Applicable Telephony Models

Fixed these bugs:

  • Contact centers can’t integrate Salesforce with Amazon Connect due to the contact center certificate’s RSA key size.
  • Real-time transcription using the kvsTranscriber Lambda function isn’t working.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v13.0 Available Date: Starting on August 25, 2023 This version includes these changes.
Change Applicable Telephony Models
Improved error handling for Lambda functions. You can now issue AWS CloudTrail queries with expressions and patterns to find Lambda logs.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Upgraded Lambda run-time settings. The node.js runtime now supports the 18.x runtime. Java runtime now supports Java 11. See Amazon Documentation: Lambda Runtimes
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
To analyze the call lifecycle in Amazon CloudWatch, log lines are now consistent for all Lambda functions.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
CloudFormation now contains descriptions for all AWS service and resource permissions.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Fixed these bugs:

  • Voicemail isn’t transcribed in non-English languages.
  • When the caller hangs up while the call is in a voicemail queue, the call status in Command Center for Service shows "New."
  • The VoiceMailPackagingFunction Lambda function times out. The function previously timed out after 60 seconds. It now waits up to 6 minutes 40 seconds before timing out.
 Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 14.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 14.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v14.2 Available Date: Starting on March 11, 2024 This version includes these changes.
Change Applicable Telephony Models

Fixed these bugs:

  • Updating the Amazon Connect contact center to version 14.1 fails due to an AWS bug, as described in this known issue.
  • When an agent doesn’t log out of Omni-Channel before exiting Service Cloud Voice, their presence status isn’t synced with Amazon Connect. As a result, Amazon Connect routes calls to them even though they’re offline. This bug applies to contact centers version 13 and above.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v14.1 Available Date: Starting on January 12, 2024 This version includes these changes.
Change Applicable Telephony Models
Added the Voicemail Lambda functions (VoiceMailAudioProcessingFunction, VoiceMailTranscribeFunction, and VoiceMailPackagingFunction) to the Service Cloud Voice Lambda Dashboard. Added alerts for these functions. Use RealtimeAlertEvent to consume these alerts. Configure Salesforce flows to take action based on the alerts. See Customer Alerts Dashboards.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Fixed a bug where the TrailLogGroupRole role didn’t follow the set permission boundary. Salesforce Voice with Partner Telephony from Amazon Connect
Enhanced the VoiceMailAudioProcessingFunction Lambda function to decrypt the CTR stream when KMS keys are used. See VoiceMailAudioProcessingFunction Lambda Function. Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v14.0 Available Date: Starting on January 12, 2024 This version includes these changes. | Change | Applicable Telephony Models | | --- | --- | | Updated the Resource section of the IAM policy with a resource arn that applies to an existing Amazon Connect instance integrated by Salesforce. To identify IAM policy resources owned by Salesforce Salesforce Voice, we tagged them with "resourceowner" :"scv". See [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US), [Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&type=5&language=en_US), and [Salesforce Voice: Amazon Connect Role and Provisioning Policies](https://help.salesforce.com/s/articleView?id=000981150&type=1&language=en_US) for more information. | Salesforce Voice with Partner Telephony from Amazon Connect | # Contact Center Version 15.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 15.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v15.0 Available Date: Starting on April 11, 2024 This version includes these changes.
Change Applicable Telephony Models
Salesforce Voice offers the new contactDataSync Lambda function that backfills transcripts. For customers who set up Salesforce Voice with Partner Telephony from Amazon Connect by importing the contact center definition XML file, this function is available in the CloudFormation template that you get with the serverless app. See Identify Calls with Missing Transcripts Then Backfill Transcripts in Bulk for more information.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Updated Salesforce Voice provisioning to support identity certificates larger than 2,048 bits. See Security Increased for Authenticating Users in Amazon Connect with SSO for more information.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Fixed these bugs: Voice call transcripts aren’t generated because Salesforce Voice times out while trying to create the scrt-jwt-auth-private-key parameter. The VoiceMailPackaging Lambda function incorrectly marked some voicemails as new calls. Customers with encrypted S3 buckets encountered errors due to missing decrypt permissions.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 16.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 16.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v16.1 Available Date: Starting on October 1, 2024 This version includes these changes.
Change Applicable Telephony Models
Fixed this bug: Updating the Amazon Connect contact center from version 15.0 to 16.0 was failing when you had integrated Voice with your Amazon Connect instance, as described in this known issue. Salesforce Voice with Partner Telephony from Amazon Connect
Fixed a lambda bug in the unified omni routing flow.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
  • Voice integrated with an existing Amazon Connect instance by importing the contact center definition XML file
## Contact Center v16.0 Available Date: Starting on August 30, 2024 This version includes these changes.
Change Applicable Telephony Models
Supports python runtime version 3.11 for the various lambda functions in the cloudFormation template.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Restricted role policy for associating Contact Lens to Amazon Connect instance to ensure better security.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Removed wildcard (*) access to logs in the provisioning policy, and supports access only to logs created by lamda functions from Salesforce. Salesforce Voice with Partner Telephony from Amazon Connect
Updated the ProvisioningRole.json file to include the connect:UpdateContactRoutingData policy. This update is required to use the unified routing feature. Salesforce Voice with Partner Telephony from Amazon Connect
Updated the SCVManagedPolicyStack.yaml file to include the connect:UpdateContactRoutingData policy. This update is required to use the unified routing feature. Salesforce Voice with Amazon Connect
# Contact Center Version 17.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 17.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v17.1 Available Date: Starting on March 10, 2025 This version includes these changes. | Change | Applicable Telephony Models | | --- | --- | | Fixed a bug which caused permission boundary to not be attached to a role SCVContactDataSyncFunctionRole. | Salesforce Voice with Partner Telephony from Amazon Connect | | Fixed a bug which caused permission boundary to not be attached to roles specific to BYOAC. | Salesforce Voice with Partner Telephony from Amazon Connect | ## Contact Center v17.0 Available Date: Starting on December 13, 2024 This version includes these changes.
Change Applicable Telephony Models

Fixed vulnerabilities in the transcription lambdas:

  • kvsTranscriber
  • ContactLensConsumerFunction
  • ContactLensProcessorFunction
  • PostCallAnalysisTriggerFunction
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
  • Salesforce Voice with Partner Telephony

Automated the steps for creation and deletion of predefined attributes in the Unified Routing set up. Added permissions for creating and deleting predefined attributes, and defined a new CloudFormation resource for managing these attributes.

Unified routing is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
  • Salesforce Voice with Partner Telephony
# Contact Center Version 18.X Before updating the contact center, review the change details, such as the enhancements and the error fixes corresponding to the contact center version 18.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v18.0 The contact center version 18.0 is available from June 2, 2025. This version includes these changes.
Change Applicable Telephony Models

Transcript is now available in additional languages. New languages supported with this release include Afrikaans, Amharic, Arabic (Gulf), Arabic (Standard), Basque, Catalan, Croatian, Czech, Danish, Dutch, Farsi, Finnish, Galician, Greek, Hebrew, Indonesian, Latvian, Malay, Norwegian, Polish, Romanian, Russian, Serbian, Slovak, Somali, Swedish, Tagalog, Ukrainian, Vietnamese, and Zulu.

See Amazon Transcribe's Transcription Languages Supported by Salesforce Voice.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 19.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 19.X. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v19.0 Contact center version 19.0 is available from September 15, 2025. This version includes these changes.
Change Applicable Telephony Models

Migrated from SSM parameter store to AWS Secrets Manager. Previously Service Cloud Voice used SSM parameter stores to store certificates and configurable values. In Contact Center version 19.0 and later, these values are stored in Secrets Manager. Lambda function environment variables now include the Secrets Manager name.

For preexisting contact centers that upgrade to Contact Center version 19.0 or later, SSM parameters automatically move to Secrets Manager. For new contact centers on version 19.0 or later, certificates and configurable values are stored in Secrets Manager by default.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Updated the Node.js runtime to version 22 for our Lambda functions to meet Amazon's requirements. This update brings several helpful changes, including better support for loading ECMAScript modules, built-in WebSocket support for real-time applications, and performance improvements for network operations.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Introduced Callback as a disconnect reason for CTRSync (Contact Record Sync).
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Refined the IAM policy for SCVSSMAccessPolicy to replace the broad wildcard (*) for SSM with specific action on SCV-created resource ARNs to enhance security.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Made CTRData Sync Lambda enhancements to exclusively process contact records (previously called contact trace records or CTR) from voice channels.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Made an update to locate the correct outbound number associated with the specific messaging channel.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v19.1 Available date: Starting on December 01, 2025 This version includes these changes.
Change Applicable Telephony Models
The Secret Manager Lambda python runtime version updated from 3.9 to 3.13 for compatibility with Amazon.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
To enhance security, the Axios version in the Lambda function updated from 1.6.4 to 1.7.7.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Fixed these for multi-org:

  • Fixed outbound call transcription for multi-org with Contact Lens.
  • Corrected the handling of old EventBridge disabling rules.
  • Fixed VoiceMailStack to correctly identify multi-org AWS resources and the VoiceMailProcessing lambda function for multi-orgs.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 20.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 20.X. ### Required Editions
View supported editions.
This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v20.1 Contact center version 20.1 is available from February 21, 2026. This version includes these changes.
Change Applicable Telephony Models
Updated the JSON Web Token (JWT) validation logic so that the token refreshes after 5 minutes. This update prevents real-time transcription from stopping during long calls.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Updated Lambda packages to improve security.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Enhanced JWT authentication mechanism to populate JWT in User-to-User Information (UUI) during a Session Initiation Protocol (SIP) transfer.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Fixed concurrent operations on the same resources during stack creation or update to avoid stack update conflict failures in the ConnectConfiguration bucket.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

To improve self-service checks for contact centers created through XML import:

  • Health check stack turned off for old contact center versions.
  • Updated Healthcheck Lambda and layer files to identify edge cases.
  • The HealthcheckRole is used to fetch health check reports instead of using the SCVS3Role.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
## Contact Center v20.0 Contact center version 20.0 is available from December 19, 2025. This version includes these changes.
Change Applicable Telephony Models

To support voicemail drop for outbound calls:

  • Updated the contact flow to fetch the default voicemail drop.
  • Added a contact flow with a subflow for outbound calls to handle call disconnects for voicemail.
  • Introduced an S3 role to perform CRUD operations in the S3 bucket.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Introduced a CloudFormation stack to validate the AWS resources for contact center self-service checks. You can deploy the health check stack to run the self-service checks.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Voicemail Drop is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer's sole discretion. # Contact Center Version 21.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.X. ### Required Editions
View supported editions.
This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v21.2 Contact center version 21.2 is available from August 17, 2026. This version includes these changes.
Change Applicable Telephony Models
Enhanced the invokeTelephonyIntegrationApi lambda function with an API endpoint that generates a correlation ID to support end-to-end call context linking. Also added an optional field to the reserveRoutableNumber API to preserve the original caller number through the call flow.
  • Salesforce Voice with Amazon Connect
## Contact Center v21.1 Contact center version 21.1 is available from July 18, 2026. This version includes these changes.
Change Applicable Telephony Models
Fixed real-time transcription with AWS Transcribe to ensure transcript messages deliver reliably during calls. This update resolves errors that previously prevented transcripts from appearing in real time.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Enhanced the invokeTelephonyIntegrationApi lambda function with an API endpoint to support Dynamic Voice Routing for Agentforce Voice on Amazon Connect. The API dynamically allocates a Direct Inward Dialing (DID) Public Switched Telephone Network (PSTN) number based on the provided country and caller number.
  • Salesforce Voice with Amazon Connect
## Contact Center v21.0 Contact center version 21.0 is available from May 8, 2026. This version includes these changes.
Change Applicable Telephony Models
Introduced retry logic with exponential backoff for the Contact Lens processor, KVS Transcriber, and post-call analysis to handle rate-limiting responses from the Conversation Service. This change makes transcription and conversation analysis more reliable.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Added support for a scheduled routing date and time parameter for the Callback Telephony API, enabling callbacks to be scheduled at a planned time if required.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Improved logic for the recording upload process to make sure that call recordings are only uploaded when a rep is connected, preventing IVR-only segments from being incorrectly linked to voice call records.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Added a lambda enhancement to dynamically generate and pass JWT tokens into the User-to-User Information (UUI) section during SIP transfers so that the Amazon Connect IVR consumes secure parameters.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Introduced a contact ID ownership check while processing voicemail audio, preventing data corruption and mixed or incomplete recordings during high-load periods.

  • Salesforce Voice with Partner Telephony from Amazon Connect
Addressed multiple security vulnerabilities and upgraded infrastructure dependencies to ensure compliance.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Introduced a new Lambda function to retrieve recording URLs from cache or from entity data for Voicemail Drop and Voicemail Greeting features, providing a single, optimized path to access recording data.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Center Version 22.X Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 22.X. ### Required Editions
View supported editions.
This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Contact Center v22.1 Contact center version 22.1 is available from October 5, 2026. This version includes these changes.
Change Applicable Telephony Models
Introduced the JwtTokenRotatorFunction Lambda function to support authentication for Real-Time streaming for Agentforce Voice on Amazon Connect. The Lambda stores a dedicated JSON Web Token (JWT) in AWS Secrets Manager and rotates it every 55 minutes. The JWT secret is protected with a customer-managed KMS key scoped to your Amazon Connect instance. Each token is valid for 60 minutes.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Added a CloudFormation stack that can be manually deployed to enable the JWT rotation capability for customers managing their own Amazon Connect instance.
  • Non-Voice setups that manage their own Amazon Connect instance
## Contact Center v22.0 Contact center version 22.0 is available from September 4, 2026. This version includes these changes.
Change Applicable Telephony Models
Restored reliable real-time transcription, including for multi-org deployments where transcription events arrive from more than one org at the same time. Transcript messages now deliver consistently during calls.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Added support for the Amazon Connect UpdateRoutingProfileConcurrency API so you can manage the simultaneous interactions a rep handles across voice and other channels directly through their routing profile.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Removed the invokeVFSIntegrationApi integration function and consolidated its capabilities into the invokeTelephonyIntegrationApi function.
  • Salesforce Voice with Amazon Connect
Validated E911 emergency addresses reliably for orgs using add-on services, and added support for scheduled telephony operations.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Strengthened security and compliance by resolving library vulnerabilities and adding safeguards that prevent unauthorized changes to trusted access roles.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
Expanded AWS operational support and maintenance through updated Service Control Policies and IAM permissions.
  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect
# Contact Request Considerations Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
## Setup Considerations - Flows created from the Customer Contact Requests page in Setup don’t appear in the list of flows on the Flows page. - You can create contact request flows directly in Flow Builder, but we recommend that you use the guided setup experience on the Customer Contact Requests page in Setup. - If you customize the Reason picklist values after the flow is created, you must manually update the picklist values in Flow Builder. Updates to field values aren’t synced with the flow. - Contact request flows don’t support pause actions on flow screens. If you enable the Pause action in Flow Builder, the action is ignored at run time. - To use a contact request flow provided in an AppExchange package, update the contact request owner to user in your org. To update the owner, use Flow Builder or the Cloud Flow Designer. Specify a user that has at least read permission on the contact request object. ## Service Rep Considerations - By default, all Standard User and System Administrator profiles have access to the object. Make sure that your service rep profiles have at least read access on the contact request object. - To save service rep time, when they relate a contact request to a new record, we populate relevant fields with information from the contact request. For example, when a service rep relates a contact request to a new case, we populate the Status, Priority, Case Origin, Web Phone, Subject, and Description fields on the case record. For new accounts, we populate the Phone field. For new opportunities, we populate the Description field. #### See Also - [Let Customers Create Contact Requests](https://help.salesforce.com/s/articleView?id=service.contact_request.htm&release=264.0.0&type=5 "Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console.") - [Add Contact Requests to Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.contact_request_setup_community.htm&release=264.0.0&type=5 "In Experience Builder, add a contact request flow to your Experience Cloud site so site members can request that customer support contact them.") - [Flow Builder Tour](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) # Contacting Customers in Apple Messages for Business If you want customers to message you in Apple Messages for Business, it’s helpful to understand the ways that they can do so. To make it easy for your customers to contact you, take advantage of both native Apple and business-controlled entry points. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
## What's an Entry Point? An entry point is a way for customers to start a conversation with your business. Think of it as the digital equivalent of walking into a store and being greeted by a friendly staff member. When a customer uses an Apple Messages for Business entry point, it launches the Messages app on their device with the compose screen open. Each entry point is powered by a URL that includes your Messages for Business ID. You can customize this URL by including [parameters](https://help.salesforce.com/s/articleView?id=service.messaging_apple_routing.htm&release=264.0.0&type=5 "Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.") that route inquiries to a qualified service rep or queue. ## Native Apple Entry Points Apple provides these built-in features to let customers contact you. They include: - Place Card: A digital business card that appears when customers search for your business in Apple Maps. - Business Card: Similar to the Place Card, but it can appear in other Apple apps such as Contacts. - Message Suggest: Suggests your business as a contact when customers enter text in the Messages app or conduct a Google search. ## Business-Controlled Entry Points You, as a business, can create and control other entry points to Apple Messages for Business. Here are some examples. - In your business’s mobile app or website, provide a link that opens the Messages app. - In your emails and social media profiles or posts, provide a link that opens the Messages app. - Generate a QR code that opens the Messages app. - Use Near Field Communication (NFC) tags that customers can tap with their devices to open the Messages app. ![Three mobile phones showing screens in a website, mobile, and email with Message Us links to Apple Messages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_entry_points.png) This image shows Apple Messages for Business entry points in a mobile app, website, and email. These entry points include the Apple Messages icon and custom text, such as **Message Us**. #### See Also - [_Apple Documentation:_ Entry Points Overview](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers#entry-points-overview) - [Send a Message to a Customer](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound.htm&release=264.0.0&type=5 "Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.") # Continuous Risk Monitoring for IT Compliance Background agents continuously watch your IT environment and your controls, flagging new risks and re-running evaluations the moment something changes, so your team always works from a current view of the risk landscape. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with AI IT Compliance add-on.
## How Record Updates Trigger Background Agents The agent monitors records mapped to each risk and starts a new evaluation when it detects one of these changes. - A new version of a mapped policy clause is activated and the previous version is retired. - A mapped control rolls forward to a new version, or is marked as ineffective. - A new scope item—such as a vendor, business unit, configuration item, or asset—is linked to the risk. - A new child scenario is added under a parent risk. Each trigger produces its own independent Risk Evaluation record, even when multiple triggers occur on the same risk at the same time. If a single change affects more risks than your configured guardrail threshold allows, the agent pauses and sends an in-app notification so your team can evaluate those risks manually. ## How the Agent Runs the Evaluation Once a trigger is detected, the agent runs the following steps, grounding each one in your existing risk data.
Step Action
Create the evaluation The agent assesses how the change affects the risk and creates a Risk Evaluation record in Draft status. The evaluation is named following the format [Auto] Assess Impact of [Trigger Type]: [Record Name]—for example, [Auto] Assess Impact of Policy Clause: Retention Schedule_V2. The Description field summarizes what changed and why a fresh evaluation is needed.
Send a survey The agent selects the most relevant survey template and sends it to the relevant stakeholders with a note explaining why their input is needed. If no matching template is found, the agent skips this step and moves directly to treatment.
Recalculate scores When responses are received—or the due date passes for a risk assessment, whichever is earlier—the agent recalculates likelihood and impact using your active scoring expression set and updates the evaluation record.
Recommend a treatment Based on the new scores and existing controls, the agent sets a treatment type—Mitigate, Accept, Transfer, or Avoid—and writes a brief rationale.
Attach an action plan

If the treatment is Mitigate, the agent attaches the published Mitigate Action Plan Template with all its tasks to the evaluation record to create a new action plan.

The template must be in Published status. It is deployed via Setup and requires an admin to publish it manually. If no published template is found, the flow ends without creating an action plan.
The agent grounds its analysis in the most recent completed evaluation for the risk, the updated record, and the related controls and policies. ## How Teams Track Agent Activity The agent posts an update at each step to both the Risk record and the Risk Evaluation record's feed, giving your team a full audit trail on either record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Add the Feed component to your Risk Evaluation and Risk page layouts to see these posts. Feed Tracking is enabled by default on both objects, but posts only render when the Feed component is on the layout. These are the types of posts that the agent shares on the feed based on the step executed. - "Automated signal detected from \[Trigger Name\]. A new evaluation assessment has been drafted." - "Risk Assessment sent to @\[Stakeholder\] with due date as \[Date\]." - "Likelihood and Impact re-computed. cc: @\[Risk Owner\], to review." - "Treatment type is suggested as \[Treatment Type\]. Please review the evaluation summary." - "A treatment plan was created with tasks. \[Treatment Plan Name\]." ## How Human Decisions Work with Background Agents The agent handles data gathering and scoring, but the steps that carry compliance and audit weight stay with the risk manager. These tasks are carefully supervised by the compliance team. - The agent uses the updated policy clause or control for analysis but doesn't remap it to the risk. The risk manager makes the mapping decision so the audit trail reflects a human-driven impact assessment. - The evaluation stays in Draft status and the risk manager reviews and moves it forward. The agent's output is a starting point, not a final answer. - The risk manager has full control over the suggested treatment type and action plan tasks. ![Scenario: Data retention policy tightened from 1 year to 30 days](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Scenario: Data retention policy tightened from 1 year to 30 days Cumulus Bank's compliance team manages a risk Failure to Purge Data after Retention Period. The risk tracks the potential for regulatory penalties if customer data is not deleted on schedule. The existing posture before the change: - The risk is mapped to Retention Schedule\_V1, a policy clause requiring customer data to be deleted after one year. - A completed Q1 evaluation rates the risk with Medium likelihood and Medium impact. - A control DC\_01\_Data\_Retention\_Customer\_Content\_V1 is active and mapped to the risk, reducing the residual score. - Overall, the risk is treated as Mitigated and closed for the quarter. The compliance team publishes Retention Schedule\_V2, which tightens the deletion window from 1 year to mandatory 30-day deletion. Retention Schedule\_V1 is retired. The existing control, DC\_01, still enforces a 1-year deletion schedule and no longer satisfies the new clause. The background agent is triggered by the new active policy clause mapped to the risk and these steps are performed automatically. - A new risk evaluation, \[Auto\] Assess Impact of Policy Clause: Retention Schedule\_V2, with a description summarizing the change from 1-year to 30-day deletion and the compliance gap, is created. The evaluation is set to Draft status. - An assessment survey is sent to the control owner of DC\_01 and the assigned risk manager, asking them to evaluate whether the current control still meets the updated requirement. - When responses come in confirming that DC\_01's deletion schedule has not been updated, the system recalculates the scores to High likelihood and Very High impact and updates the evaluation record. - The treatment type for the risk is set to Mitigate and the Mitigate Action Plan Template with tasks to update the deletion schedule in DC\_01 is attached to the risk evaluation. The risk manager opens the evaluation, reviews the agent's analysis and the survey responses, confirms the treatment type, and assigns the action plan tasks to the control owner to update DC\_01 to enforce 30-day deletion. The risk manager then maps Retention Schedule\_V2 to the risk manually to update the audit trail. # Contract Line Item Fields Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions
View supported editions.
Field Description
Asset Name

The asset associated with the contract line item. The asset can’t be updated if the line item is associated with any maintenance asset records.

Products represent the items your company sells (for example, a laptop case), whereas assets represent the specific products your customers have purchased (the laptop case purchased by John).

Created By User who created the contract line item. (Read only)
Created Date The date the contract line item was created.
Description Description of the contract line item. Up to 32 KB of data is allowed in this field. Only the first 255 characters display in reports.
Discount Discount you apply to the contact line item. You can enter a number with or without the percent symbol and you can use up to two decimal places.
End Date

The last day the contract line item is in effect.

This field is blank unless you set up an Apex trigger or quick action to populate it.
Last Modified By User who most recently changed the contract line item. (Read only)
Line Item Number Auto-generated number that identifies the contract line item. (Read only)
List Price Price of the contract line item (product) within the price book including currency. (Read only)
Location The location where service is performed.
Parent Contract Line Item The contract line item’s parent line item, if it has one. View, create, and delete a contract line item’s child line items in the Child Contract Line Items related list.
Product The name of the contract line item (product) as listed in the price book.
Quantity

Number of units of the contract line item (product) included in the service contract.

The value must be 1 or greater.
Root Contract Line Item The top-level contract line item in a contract line item hierarchy. Depending on where a line item lies in the hierarchy, the root can be the line’s parent. (Read only)
Sales Price

Price to use for the contract line item.

By default, the Sales Price for a contract line item (product) added to an opportunity or quote is the line item’s List Price from the price book. However, you can update it.
Service Contract The service contract associated with the contract line item.
Start Date

Start date of the contract line item.

This field is blank unless you set up an Apex trigger or quick action to populate it.
Status

The status of the contract line item.

Status is determined by your organization’s current system date and the contract line item’s Start Date and End Date. The status is:

  • Active if the system date is equal to or later than the Start Date and equal to or earlier than the End Date.
  • Expired if the system date is later than the End Date.
  • Inactive if the system date is earlier than the Start Date.
Status Icon

Represents the contract line item’s status with one of the following icons:

  • Active status icon Active
  • Expired status icon Expired
  • Inactive status icon Inactive

This field isn’t available in Lightning Experience.
Subtotal The contract line item’s sales price multiplied by the quantity.
Total Price The contract line item’s sales price multiplied by the quantity minus the discount.
#### See Also - [Service Contract Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_fields.htm&release=264.0.0&type=5 "Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Guidelines for Working with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_creating.htm&release=264.0.0&type=5 "Contract line items are products covered by a service contract. Learn how to perform basic actions on contract line items.") # Control Chat Button Visibility in Enhanced Chat Improve support efficiency by showing the chat button only when service reps are available. Use Chat Button Visibility in Enhanced Chat to set queue limits per rep or across all reps, so your team manages demand effectively and customers connect only when support is ready to respond. The chat button appears only when at least one rep is online and within the defined queue limits, and it automatically updates as availability changes. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Chat Button Visibility is available only when Enhanced Omni-Channel and Salesforce Edge Network are enabled for your org. If Salesforce Edge Network isn't enabled, [complete the setup first](https://help.salesforce.com/s/articleView?id=xcloud.domain_name_edge_network_route_my_domain.htm&type=5&language=en_US).
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select **Edit**. 3. On the Messaging Settings page, in the Chat Button Visibility section, select **Show chat button only when a service rep is available**. The button appears only when at least one rep is online and the waiting queue is below the configured limit. 1. If the routing type is **Omni-queue**, rep and agent availability is checked in the primary queue. 2. If the routing type is **Omni-flow** or **Agentforce Service Agent**, availability is checked in the fallback queue. 4. For Queue Limit Type, choose how to apply limits. 1. Set **Queue Limit** to define the maximum number of chat requests that can be waiting in the queue across all online service reps in the applicable queue. When the overall waiting queue reaches this number, the chat button is hidden until capacity is available. 2. Set **Queue Limit Per Rep** to define the maximum number of chat requests that can be queued for each service rep. When a rep’s waiting queue reaches this number, no additional chats are routed to them, and the chat button is hidden if all reps are at their limits. 5. Save your changes. 6. In Embedded Service Deployment Settings, click **Publish** to apply the changes. # Control Data Integrity with Validation Rules Ensure that your article content is compliant with your company standards. Create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To create or edit validation rules for article types:

Customize Application

AND

Manage Salesforce Knowledge
1. From Setup, enter Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Click the article type. 3. Scroll down to the Validation Rules related list or click the **Validation Rules** link at the top of the page. 4. To create a validation rule, click **New**. To edit an existing rule, click **Edit**. 5. Name the rule. 6. Make the rule active. 7. Optionally, describe what you want to control on articles of this type. 8. Specify an error condition formula and a corresponding error message. The error condition is written as a Boolean formula expression that returns true or false. When true, the article is not saved, and an error message displays. The author can correct the error and try again. Knowledge article errors always display at the top of the page, not next to the field. Write your errors descriptively so that authors know how to satisfy the validation rule. For example, identify which field is causing the error. 9. Click **Save**. When creating validation rules on article types, consider the following limitations and functionality changes. - If an article type page layout doesn’t include a field with a validation rule, you can’t create or edit an article of that article type. Make sure all page layouts assigned to the article type by profile include all fields with validation rules. - The Article Currency field and the VLOOKUP function don’t support validation rules. - When importing articles, if the import data file has a valid article with an invalid translation, the translation is created, but its translated content isn’t imported. - Only the first validation rule error displays at the top of the page and in the import article log. If multiple errors exist but are not fixed, they are displayed on subsequent saves or imports. - In the API, KA fields, such as Case Association Count and Archived Date, don’t support validation rules. Only KAV (article version) fields are supported in validation rules. #### See Also - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Control Visible Work Item Details in Omni-Channel with Compact Layouts Ever wanted to customize the information that your service reps see when they get a new work item in Omni-Channel? You can! Just customize primary compact layout for that work item’s object. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
If you look closely, you’ll notice that a few fields are visible by default on new work item requests. For example, if your service rep receives a request to manage a case, the request features the case’s priority, status, and case number by default. An object’s primary compact layout controls all of the visible fields in the Omni-Channel component. But what if you want to see more information, such as the case’s owner or its subject? Just edit the primary compact layout so that it includes the fields that you want to appear in the Omni-Channel component. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip There’s only so much room to display fields on work item requests. While you can technically put up to 10 fields on a compact layout, Omni-Channel displays only 4 fields. As a best practice, select up to 4 of the most important fields that you want to expose on work item requests, then add those to your compact layout. 1. Decide which object’s compact layout you want to edit. 2. From the management settings for the object whose work item you want to edit, select **Compact Layouts**, and then select **New**. For example, to edit the compact layout for cases, go to the object management settings for cases, select **Compact Layouts**, then select **New**. 3. Select the settings for your compact layout, including the fields that you want it to include. The fields that you pick appear in Omni-Channel when a service rep receives a request. 4. Click **Save**. 5. Change the primary compact layout to your new layout by clicking **Compact Layout Assignment** | **Edit Assignment**. 6. Select your new compact layout from the Primary Compact Layout drop-down list. 7. Click **Save**. # Control Which Field Service Appointments Appear in the Classic Dispatch Console Dispatchers can view and filter service appointments in the appointment list and in the Gantt chart. Learn how to control which appointments appear in these sections of the Classic Dispatch Console. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Control the Time Frame ![appointment list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/appt_list_settings.png) These settings control the Gantt time frame. - Gantt filter (1): - On the Hours tab, choose which hours of the day are shown on the Gantt, and adjust settings for the Long-Term view. - On the Utilization tab, specify how many days are shown when the Utilization view is applied. - Gantt resolution dropdown (2): Select how many days to show on the Gantt at once. Customize the Utilization view from the Gantt filter’s Utilization tab, and the Long-Term view from the Gantt filter’s Hours tab. You need the Longterm View custom permission to select the Long-Term view. - Date and calendar toggles (3): Toggle between days and months. These settings control the appointment list time frame. - Horizon date (4): The appointment list only lists appointments with a date field that falls before the horizon. - Match Gantt Dates field (5): If you select **Match Gantt Dates**, the horizon date updates to show the last day of the horizon shown on the Gantt. - Standard list view filter (6): To apply a standard filter, click the gear icon and select **Dispatch Console Settings**. Under Scheduling Window Length, define the number of days shown before the horizon date. The appointment list only lists appointments with a date field that falls in that span of days before the horizon date. ![scheduling window length](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_scheduling_window_length.png) - Custom list view filter (7): To apply a custom filter, click the Manage Filters icon and select **New**. Under Date Selection, define the number of days shown before and after the horizon date. The horizon date and the custom filter settings control the appointment list time frame. Custom filters let you specify the number of days before and after the horizon, and that time frame is used to define which appointments are shown. ![date selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_filter_editor_date_selection.png) - Date field dropdown menu (8): The menu controls which appointments are visible in the appointment list. If the value of any of the selected date fields on an appointment falls within the specified time frame, the appointment appears in the appointment list. ![date fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_date_fields.png) If an appointment’s dates for any selected fields among the first six don’t fall within the Gantt time frame, use the Gantt Display Date to show the appointment on the Gantt. When a service appointment’s Gantt Display Date falls within the Gantt time frame, the appointment is visible on the Gantt. For example, if a maintenance appointment must be completed within the next six months, you want to see it on the Gantt every day as a reminder. The number of service appointments that are loaded to the Gantt depends, for example, on the Dispatch Console Settings. You can change these settings to load service appointments related to the territory. While loading service appointments you can get an error that the scheduling horizon is too long. To avoid this issue: - Reduce the Scheduling Window Length. - Remove service appointments that aren’t associated with a territory. - Reduce the list of service territories. - When creating a custom filter in the Classic Dispatch Console, make sure to add appropriate filters to the list view. In the Data Selection section of the Filter Editor, reduce the data range for showing appointments (select fewer days before and after the horizon date). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Using Salesforce's Platform automation capabilities, set up a process to automatically configure an important appointment’s Gantt Display Date to today’s date, updated daily. In addition, several types of filters let you refine which appointments are shown in the Classic Dispatch Console: - The appointment list search, which filters the list to show only appointments that match your search criteria - The resource list search in the Gantt, which filters the resource list to show only service resources that match your search criteria - The Resources and Skills tabs in the Gantt filter, which filter the resource list to show only service resources that match your criteria - The territory filter, reached from the map icon in the appointment list (6), which filters the Gantt and appointment list according to your criteria - Any custom appointment list filters in place To reduce loading time and to get more accurate results, enable the new filter appointments setting. The setting allows efficient filtering of the service appointment list in the Classic Dispatch Console when you’re working with large datasets. In the Field Service Admin app, click the **Field Service Settings** tab and select **Dispatcher Console UI**. Then, enable the **Use advanced filtering for the service appointment list** setting under Gantt Configurations. This setting is available only when the Enable Custom Filters setting is turned on. #### See Also - [Gantt Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_keyboard_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console.") - [Working in the Field Service Classic Dispatch Console Appointment List](https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5 "Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.") - [Work in the Field Service Classic Dispatch Console Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_gantt.htm&release=264.0.0&type=5 "The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue.") - [Create Custom Appointment List Filters](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_list_filters_custom.htm&type=5&language=en_US) # Control Who Sees What Restrict access to records so that team members only see the information they need. Ensure that sensitive information is kept secure and that team members can focus on the tasks at hand. - [User Territory Sharing](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&type=5&language=en_US) - [More Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rules_create.htm&type=5&language=en_US) # Controls Management for IT Compliance Define the safeguards that enforce your compliance policies and satisfy external regulations. Compliance controls are the practical, testable checks that turn policy intent into measurable protection, mitigate registered risks, and produce the evidence external auditors rely on. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Controls Management Workflow for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_mgmt_workflow.htm&release=264.0.0&type=5)** Follow how a compliance team creates, tests, and maintains compliance controls that enforce policies, satisfy regulations, and mitigate risks. See how controls are mapped to risks, business operations processes, and assets, and how control testing feeds into evidence collection and remediation workflows. - **[Set Up Controls Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_controls_mgmt.htm&release=264.0.0&type=5)** Bring Controls Management online for your org. Turn on the feature in Salesforce Go, enable the control implementation methods that match how your compliance team works, and assign permission sets so your admins can start authoring controls, building validation procedures, and running compliance tests. - **[Work with Controls for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_work_with_controls.htm&release=264.0.0&type=5)** Author compliance controls, build validation procedures, and run compliance tests by using Process Compliance Navigator. IT Compliance shares the Controls Management capability with Process Compliance Navigator, so your compliance team uses the same authoring experience to define controls that enforce ISO 27001 and other compliance frameworks across your IT processes. - **[Types of Controls in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_types.htm&release=264.0.0&type=5)** IT Compliance supports multiple control types depending on how they operate and how they're validated. - **[How Control Effectiveness Drives Risk Scoring](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_effective_risks.htm&release=264.0.0&type=5)** See how control effectiveness ratings drive residual risk calculations, how control failures automatically increase risk scores, and how risk owners monitor which controls protect their risks. # Controls Management Workflow for IT Compliance Follow how a compliance team creates, tests, and maintains compliance controls that enforce policies, satisfy regulations, and mitigate risks. See how controls are mapped to risks, business operations processes, and assets, and how control testing feeds into evidence collection and remediation workflows. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Compliance controls are the practical safeguards that turn policy requirements into testable, measurable protection. A control enforces a specific policy clause, satisfies a regulation clause, protects a business operations process, and mitigates one or more compliance risks. ## End-to-End Example: RBAC Enforcement Control Follow how Sarah, a Compliance Administrator, creates and manages a Role-Based Access Control (RBAC) enforcement check that satisfies policy for Least Privilege requirements, enforces the organization's Data Access Policy, and mitigates the Over-Privileged Access risk. ## Phase 1: Define the Control and Procedure Sarah starts by creating a Compliance Procedure called Production Access Management. This procedure groups all controls related to managing access rights in production systems. Under this procedure, she creates a Compliance Control called RBAC Enforcement Check. The control's objective is to verify that all production system users have role-based access rights aligned with their job functions, and that no user has over-privileged access to customer data. Sarah creates a Compliance Control Version RBAC Enforcement Check(v1.0) and documents the control's scope, frequency (quarterly), and expected evidence (screenshots of IAM role assignments, CSV exports of user-to-role mappings). ## Phase 2: Map the Control to Regulations, Policies, and Business Processes Sarah maps the control version to the records it enforces and protects. She uses junction records to create traceable links: - Regulation mapping: She links the control version to the policy for Logical and Physical Access regulation clause using a Regulation Clause Version Compliance Control Version record. This mapping proves that the control satisfies the external regulatory requirement. - Policy mapping: She links the control version to the Data Access (RBAC with Least Privilege) policy clause using a Compliance Policy Clause Version Compliance Control Version record. This mapping shows that the control enforces the internal policy. - Business process mapping: She links the control version to the Customer Data Processing business operations process using a Business Operations Process Compliance Control Version record. This mapping shows that the control protects the organization's core customer data workflow. - Asset mapping: She links the control version to the production AWS accounts tracked as assets in the CMDB. This mapping allows asset owners to see which compliance obligations apply to their systems. ## Phase 3: Link the Control to the Risks It Mitigates Sarah has already registered a Compliance Risk called Over-Privileged Access to Customer Data. This risk describes the threat that IT personnel could gain unauthorized access to customer data due to excessive permissions. Now she links the RBAC Enforcement Check control to this risk to show how the control reduces the risk's severity. She creates a Compliance Control Version Risk record that links the control version to the risk. She assigns a control effectiveness rating of 80% effective, indicating that when the control is operating correctly, it reduces the risk's impact by 80%. If the inherent risk score is 12 (Medium likelihood × High impact) and the control effectiveness is 80%, the residual risk becomes: `Residual Risk = 12 × (1 - 0.80) = 2.4 (Low)` This calculation shows stakeholders that the RBAC control is providing substantial risk reduction. If the control later fails a test, the effectiveness rating drops to 0%, and the residual risk reverts to the inherent risk level of 12, triggering alerts and remediation workflows. ## Phase 4: Define and Execute Compliance Tests Sarah creates a Compliance Test called Quarterly RBAC Audit. She links the test to the control version using a Compliance Control Version Test record. She schedules the test to run quarterly, with the first execution on March 31, 2024. When the test runs, the system creates a Compliance Control Version Test Execution record with the result Passed. The execution record captures these details: - Execution date and time - Pass/fail result - Evidence collected (screenshots of IAM roles, CSV export of user-to-role mappings) - Tester name (if manual) or automated test script ID (if automated) - Observations and notes Because the test passed, the control effectiveness rating remains at 80%, and the residual risk score stays at 2.4 (Low). The compliance team is confident that the control is operating as intended. ## Phase 5: Controls Feed into Evidence Collection During a compliance audit review, David, the Audit Program Manager, creates an Evidence Request called Production RBAC Configuration Evidence. He links the evidence request to the RBAC Enforcement Check control version to show which safeguard is being audited. James, the Evidence Fulfiller, collects the required proof and submits an Evidence Artifact that includes: - Screenshots of IAM role configurations - CSV export of user-to-role mappings - Screenshots of MFA enforcement settings When the compliance reviewer accepts the artifact, it locks immediately, preserving chain of custody for external auditors. The artifact is linked back to the control version, creating a traceable connection from the regulation requirement through the control to the verified evidence that proves the control works. ## Phase 6: Control Failure Triggers Remediation In Q2, the Quarterly RBAC Audit test runs again. This time the result is Failed. The test detected that three users in the IT operations team have administrative access rights that exceed their job function requirements. The moment the test fails, several things happen automatically. - Because the control failed its test, the effectiveness rating is reset to 0%. - The Business Rules Engine recalculates the residual risk. With 0% control effectiveness, the residual risk reverts to the inherent risk level: `Residual Risk = 12 × (1 - 0.00) = 12 (High)`. The risk level jumps from Low to High. - A background monitoring agent detects the control failure and creates a Compliance Finding. - Maria, the risk owner for Over-Privileged Access, receives an alert that the residual risk score has increased from 2.4 to 12. Sarah converts the finding into a Compliance Issue called Over-Privileged Access Rights Detected in IT Ops Team. She links the issue to the control version, the risk, the regulation clause, and the policy clause. She applies an out-of-the-box Remediation Action Plan Template that includes tasks to review user access rights, revoke excessive permissions, and re-run the control test. Maria and her team complete the remediation work. They revoke the excessive permissions and re-run the RBAC test. The result is: **Passed**. The control effectiveness rating is restored to 80%, and the residual risk score drops back to 2.4 (Low). The compliance issue is closed with evidence of remediation. ## Phase 7: Continuous Monitoring and Control Evolution Sarah configures a background monitoring agent to watch for changes in the production access control environment. The agent listens for: - New users added to production systems - Changes to IAM role assignments - MFA enforcement policy updates - Control test failures When the agent detects a relevant change, it automatically triggers a new risk evaluation and notifies the risk owner. If the change represents a potential control weakness, the agent can create a proactive finding before the quarterly test runs. Six months later, the compliance requirement is amended to require continuous monitoring instead of quarterly testing. Sarah clones the control version to create v2.0, updates the test frequency from quarterly to monthly, and retires v1.0. The new version inherits all the mappings to regulations, policies, risks, business processes, and assets from v1.0, preserving the audit trail while adapting to new requirements. # Conversation Data in Amazon Web Services Database Amazon Web Services Database (AWS Database) is a separate, high-capacity database designed for modern, high-volume communication channels. It prevents performance slowdowns in your main Salesforce environment. If you're a new customer, you are set up to use this system by default. You can also use Lightning web components to monitor service rep and customer messages in real time. Your data from these channels is stored here: - Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) - Enhanced Messaging: WhatsApp, Facebook Messenger, SMS, Apple Business Messaging, and LINE - Enhanced Chat - Enhanced Bots and Bring Your Own Bot (BYOB) - Bring Your Own Channel (BYOC) - Agentforce In these channels, inbound and outbound messages are processed in one of two ways: a ConversationEntry record is created but the Message field is blank, or no ConversationEntry record is created at all. To get a complete picture of conversations in these channels, you must use one of these methods: - [Sync Your Conversation Data to Data 360](https://help.salesforce.com/s/articleView?id=service.sync_conversation_data_to_data_cloud.htm&type=5&language=en_US). - [Access Conversation Data Using the Conversation Entries Connect REST API](https://help.salesforce.com/s/articleView?id=service.access_conv_data_using_conversation_entries.htm&type=5&language=en_US). - [Download Conversation Data Using the Bulk Export Tool](https://help.salesforce.com/s/articleView?id=service.download_conversation_data_bulk_export_tool.htm&type=5&language=en_US). # Conversation Data in Salesforce Core Storage Salesforce core storage is your main database, and it's built for speed. It gives you instant access to information, which is perfect for running your day-to-day reports. Your data from these channels goes directly to ‌core storage: - Legacy Chat (retired February 14, 2026) - Standard Messaging: WhatsApp, SMS, Facebook Messenger (retired February 14, 2026) In Standard Messaging channels, a ConversationEntry record is created for each message sent by an end user, a service rep, a bot, or an automation. ConversationEntry records (except for the first message) aren’t created until the messaging session ends and the service rep closes the session tab. Each ConversationEntry record is associated with a MessagingSession record, which represents the message interaction between the end user and the business. You can access and work with ConversationEntry records like any standard object. You can report on ‌messaging activity and track the conversation workflow. You can also download or delete transcripts, redact sensitive text, and customize your workflows with solutions built on the ConversationEntry object. You can use Salesforce Object Query Language (SOQL) to ask specific questions, connect transcript data to related records (like the Contact's email), and summarize information. You can use Data Loader or the Salesforce Bulk and REST APIs to download transcripts. # Conversation Design for Asynchronous Components Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
## Asynchronous Component Settings When you add an asynchronous component to your bot, you can tell the bot to wait for customer input or move on to the next dialog step. ![Async settings in Step Properties panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_settings.png) - Wait for customer input: The bot doesn’t continue on to any of the dialog steps following the asynchronous component until the customer responds to the component. Use this setting when you require a customer response to a component for your use case, such as authentication, a product payment, or a required form. - Move on to the next dialog step: The bot continues through dialog steps following the component, including moving on to another dialog. Use this setting when a customer response to a component is optional for your use case, such a feedback form or a request for a donation. When exact matching or intent recognition are enabled, the customer can enter text that redirects the bot conversation to another dialog, even when you select Wait for customer input. For example, you tell the bot to wait for customer input and the customer enters “Main Menu”. Through exact matching, the bot continues to the Main Menu dialog even though the customer hasn’t responded to the component. If the customer returns to a component and responds to it, the bot returns to the component and moves to the next dialog step. To specify the bot’s behavior when a customer responds to an asynchronous component, we recommend adding a Rule action step after the component. ![A form component followed by a rule step](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_move_on_rule.png) ## Asynchronous Components and Rule Actions When a customer navigates away from a component and returns to respond to it, the bot returns to the component and picks up at the next dialog step. To ensure that the conversation is redirected appropriately, add a Rule action step after the component. The Rule action step can be configured to fire whenever the response variable is filled. The following Rule step includes: - A condition that triggers the Rule step whenever the output variable for the form component is filled. - A rule action that sends a confirmation message to reorient the customer and indicate that they’ve successfully responded to the component. ![A Rule step that sends a message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_rule_message.png) When the component is set to wait for customer input and the customer responds to the component right away, the Rule step sends a confirmation message and the bot continues to the next rule action specified in the Rule step or the next dialog step. When a customer responds to a component later in the conversation, the bot redirects the conversation to the component and moves on to the Rule step. The Rule step sends a confirmation message and moves to the next rule action specified in the Rule step or the next dialog step. The bot doesn’t return the customer to the dialog they were in before scrolling back to the component, but you can add a rule action to a Rule step to redirect a customer to another dialog. ![A rule step that sends a message and redirects to a dialog](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_rule_redirect.png) To create a dedicated dialog to use after the customer has responded to a component, consider adding a Rule dialog step at the beginning of the dialog to check whether the associated variable has been filled. If a customer who hasn’t responded to the component accidentally arrives at the dialog through exact matching or intent detection, use the Rule dialog step to redirect them to an appropriate dialog. ![A rule step that checks if variable is set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_async_rule_dedicated_dialog.png) However you configure your asynchronous component, consider the next dialog step that appears—whether it’s the next dialog step in the same dialog or the first step of a different dialog. For example, a component immediately followed by an unrelated question can be confusing conversationally, because the customer must decide whether to respond to the component or the question and can miss the component altogether. # Convert SMS Codes to Enhanced SMS Channels in Bulk or Individually You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce. ## Convert Approved SMS Codes to Channels in Bulk 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Under **SMS Channel Requests**, you see a list of SMS codes that you requested and their status. 3. Click **Convert to Messaging Channels**. 4. Click **Create Channels**. Only the SMS codes that have the status as Completed or Ready get converted to channels. When converted to channels, they appear under the **All Channels** tab. ## Convert an Approved SMS Code to Channel 1. From Setup, in the Quick Find, box enter Messaging Settings and select **Messaging Settings**. 2. Under the **SMS Channel Requests** tab, for the SMS code with completed status, click ![Down Arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/down_arrow.png) of the SMS code that you want to convert to a channel. 3. Click **Convert to SMS Channel**. Only the SMS codes that have the status as Completed or Ready get converted to channels. When converted to channels, they appear under the **All Channels** tab. # Cookbook for Enhanced Chat Check out our recipes for optimizing Enhanced Chat to see if one fits your use case. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
| Use Case | Recipe | | --- | --- | | Personalize an auto-response template with service rep and customer names. Send it when a service rep accepts the messaging session. | [Send a Personalized Customer Greeting with a Formula Template](https://help.salesforce.com/s/articleView?id=service.messaging_customize_auto_response.htm&type=5&language=en_US) | | Create a Salesforce Survey and use an Auto-Response component to send it after a messaging session ends. | [Set Up Post-Chat Surveys for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&type=5&language=en_US) | | To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. | [Use Pre-Chat API to Pass Customer Information to the Service Rep in an External Website](https://help.salesforce.com/s/articleView?id=service.miaw_pre_chat_api_2.htm&release=264.0.0&type=5 "To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API.") | | To create a case when a customer messages outside of your business hours, don’t associate your business hours record with an Enhanced Chat deployment. Instead, create an Apex class that works with a flow and a bot to check your business hours record and create a case. | [Create a Case When a Messaging Session Starts Outside of Your Business Hours](https://help.salesforce.com/s/articleView?id=service.miaw_create_case_outside_business_hours.htm&release=264.0.0&type=5 "Let end users submit a case when trying to message outside of business hours. Use an Apex class and a bot to run a business hours check, then create the case from a flow.") | | Configure your Omni-Channel flow to transfer messages from a bot to a single service rep or a queue. | [Set up a Bot-to-Rep Transfer in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.bot_to_rep_transfer.htm&release=264.0.0&type=5 "Edit your Omni flow to transfer messages from a bot to a single service rep or a queue.") | # Coordinate IT Assets and Configuration Items Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Automated bidirectional updates eliminate manual reconciliation and ensure your IT reps work with accurate records. ## Operational Precedence and Source of Truth To coordinate dataflow without creating duplicate records, synchronization uses field mapping and field-ownership rules. Every mapped field connects with a single designated source of truth. The asset repository or the configuration management database (CMDB) defines which platform takes precedence. ## Prerequisites for Source of Truth Configurations Before you configure field ownership rules, consider these system behaviors: - **Override Controls**: The platform designated as the source of truth dictates the value. If a rep updates a non-authoritative repository, the engine flags and discards the change. - **Automatic Rollbacks**: When the authoritative platform updates, the engine overwrites modifications made on the secondary side. - **Data Overwrite Risks**: Selecting an incorrect source of truth causes permanent data loss. For example, if an admin reassigns a laptop via a deployment flow, but the map marks the CMDB as authoritative, the next automated scan rolls back the assignment. This rollback removes visibility from employee self-service portals. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Inbound dates synchronized at UTC midnight can show as the previous calendar day in browser time zones west of UTC. The stored UTC date remains accurate. ## Recommended Authoritative Field Mappings Field ownership configurations align with the operational strengths of each data repository. | Data Category | Authoritative Platform | Operational Fields and Sourcing Impact | | --- | --- | --- | | **Financial & Contractual Lifecycle** | Asset | Tracks asset procurement, financial depreciation, and ownership assignments. Mapped values include **Assigned To**, **Cost Center**, **Location**, and **Status**. | | **Technical & Operational Discovery** | Configuration Item (CMDB) | Tracks properties discovered through network scanning. Mapped values include **Hostname**, **IP Address**, **Operating System Version**, and hardware parameters. | ## Infinite Loop Prevention Because modifications flow bidirectionally between records, updating an asset can trigger a configuration item modification. This change publishes a platform event that updates the asset record again. To prevent infinite update loops, the framework uses explicit source attribution rules. When a change originates in the repository, the outbound synchronization engine tags the update with a tracking identifier. If the engine detects this self-originated tracking tag, it drops the event. This action breaks the background processing cycle. When the configuration management system processes the update, the system maintains the source indicator string. The framework continually evaluates incoming payloads. If the engine detects the tracking value, it identifies the transaction as self-originated and drops the event. ## Sync Log Audit Structures System warnings and transaction errors populate the Configuration Management Item Sync Log (`CnfgMgmtItemSyncLog`). These entries provide clear troubleshooting metrics directly in the setup console and eliminate inspecting raw engineering data. ## Key Fields for Troubleshooting and Auditing Each log entry exposes essential operational metadata to isolate synchronization issues: - **Log Title**: Shows a high-level summary of the transaction status. - **Log Description**: Provides granular error data, delta properties, and suggestions for resolution. - **Status**: Identifies the context category, such as **Success**, **Warning**, **Error**, or **Action Required**. - **Related Object and Configuration Item ID**: Links to the specific asset record or unique identifier causing the mapping conflict. - **Log Timestamp**: Shows an immutable marker of the exact date and time that the event occurred. ## Common Synchronization Exceptions and System Outcomes Reps frequently encounter these synchronization scenarios during system updates: - **Multi-Asset Matches**: If a discovery scan maps an incoming configuration item to multiple asset records, the framework halts the transaction. The engine generates an alert instructing the admin to resolve duplicate records. - **Missing Mandatory Fields**: If an incoming event initiates creation of an asset record but lacks required attributes, the engine creates a locked asset shell. The log sets the status to **Action Required** to prompt manual remediation. - **Unmapped Picklist Values**: If an operational state changes within the configuration management database, but the text value lacks a defined translation rule, the engine skips the update. This path preserves asset record data integrity across both systems. #### See Also - [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&type=5&language=en_US) - [Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery.") - [Configure Asset Matching Criteria](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_configure_matching_asset_rules.htm&release=264.0.0&type=5 "Define criteria to automatically link discovered configuration items (CIs) to existing assets in IT Asset Management. Create global rules that apply to a parent CI hierarchy, or create specific rules for individual CI types. Setting up a global rule follows the same steps as creating a specific rule.") # Correct Missed Punch Action Files a missed punch or timesheet anomaly correction as a case through Unified Catalog. Use when the employee wants to correct a missed punch, late arrival, early departure, or missed meal break, or to log a new entry they forgot to punch. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameCorrectMissedPunch
Action TypeStandard
Reference Action TypeFlow
Reference ActionCorrect Missed Punch
InputsIssue Type, Shift Date, Requested Start Time, Requested End Time, Requested Meal Break, Comments, Service Process Name
OutputsStatus Message, Case Number
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "I forgot to clock in this morning, fix my punch." - "Correct my missed meal break for yesterday." - "Log the hours I forgot to punch on Tuesday." # Create a .csv File for Article Import The import file maps the article contents to Knowledge article fields. For example, map a Title column in your .csv file with the standard Title field to import each article's title. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations.
User Permissions Needed
To import articles:

Manage Salesforce Knowledge

AND

Manage Articles

AND

Manage Knowledge Article Import/Export

AND

Read, Create, Edit, and Delete on the article type
1. Create a .csv file to import articles. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Salesforce Classic, you import each article type separately, so you create a .csv file for each article type. In Lightning Knowledge, you can import articles of different types in one .csv file and set the record type during import. - There can only be one .csv file and one .properties file. - The .csv file and the .properties file must be in the root directory. - The compression process must preserve the folder and subfolder structure. - The .zip file name can’t contain special characters. - The .zip file can't exceed 20 MB and the individual, uncompressed, files within the zip file can't exceed 10 MB. - .csv files can't have more than 10,000 rows, including the header row. Therefore, you can have a maximum of 9,999 articles and translations. - .csv file rows can't exceed 400,000 characters. - .csv file cells can't exceed 32 KB. - Each article in the .csv file can't have more than 49 translations. 2. In the first row, specify the article's fields and metadata, such as title, language, data categories, and channels. Enter one item in each column. You can use the following fields and metadata to import content. | Field or data | Description | | --- | --- | | isMasterLanguage | Identifies the article as a primary (1) or translation (0). Required to import articles with translations, however, isMasterLanguage can’t be in a .csv file to import articles without translations. A translation must follow its primary article so that it’s associated with the primary article preceding it. | | Title | The article or translation's title. Required for all imports. | | Record Type | Indicates an article’s record type, for example, FAQ. Article import requires the 15-character, case-sensitive ID format. | | Standard and custom fields | Refer to an article type's standard fields using field names and refer to custom fields using API names. If the related article type field is mandatory, leaving a row cell empty can cause your articles to be skipped. | | Rich text area field | Use the rich text area custom fields to import .html files or images. Refer to an article type's rich text area field using its API name. | | File field | Use the file custom fields to import any file type (.doc, .pdf, .txt). Refer to an article type's file field using its API name. | | Data category groups | To categorize the imported articles, use category groups. Refer to a category group using its unique name prefixed with `datacategorygroup.`. For example, use `datacategorygroup.Products` to specify the category group Products. | | Channel | To specify where the imported articles are available, use the keyword `Channels`. | | Language | Specify the articles' language. Required to import articles with translations. Optional to import articles without translations. If you don't include this column, the articles automatically belong to the default knowledge base language and you can't import translations along with the primary articles. | 3. In subsequent rows, specify the articles you want to import. Use one row per article, and enter the appropriate information in each field or metadata column. You can leave a column blank to skip importing data. For example, if some fields only appear in certain record types, enter values only for the appropriate articles of those types. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All file names are case-sensitive and must exactly match what is in the .csv file.
Consideration Notes
Standard or custom fields

Enter the articles' data for each field, except for rich text area fields where you must enter the relative path to the corresponding .html file in your .zip file.

The article importer does not support subfields. If you have fields within fields, adjust your structure and content before importing into Salesforce Knowledge.
Rich text area field

Always enter the .html file path relative to the location of the .csv file. Never enter raw text. If the specified path doesn't exist, the related article isn't imported. Note the following information about importing HTML and images.

  • We recommend that you create one folder for the .html files (for example, /data) and another for images (for example, /data/images).
  • To import images, include the images in an .html file using the <img> tag and src attribute. Ensure that the src value is a relative path from the .html file to the image folder.
  • Images must be .png, .gif, or .jpeg files.
  • Each image file can't exceed 1 MB.
  • If you have multiple rich text area fields, create a separate .html file for the contents of each field.
  • .html file contents can't exceed the maximum size for its field.
  • If a date doesn't match the date format specified in the property file, the related article isn't imported.
  • If an .html file references a file that isn't allowed, the related article isn't imported.
  • If an .html file references an image that's missing, the related article is imported without the image.
File field

In Lightning Knowledge, custom file fields are replaced with Salesforce Files.

Enter the path relative to the file's location. If the specified path doesn't exist, the related article isn't imported. Note the following information about importing files.

  • We recommend that you create a folder for your files (for example, /files).
  • Each file must not exceed 5 MB.
Category groups

Use unique category names to categorize articles. Use the plus symbol (+) to specify more than one category. For example, Laptop+Desktop. Note the following information about data category groups.

  • Leaving the cell row empty causes your article to be set to No Categories.
  • If you specify a category and its parent (for example, Europe+France) the import process skips the child category France and keeps the parent category Europe, because application of a parent category implicitly includes the category's children.
  • When importing articles with translations and associated data categories, only the primary article retains the data categories. The article translations have no associated data category upon import.
Channels

Specify articles' channels using the keywords.

  • application for Internal App. If you don't specify a channel, application is the default.
  • sites for Public Knowledge Base.
  • csp for Customer.
  • prm for Partner.

Use the plus (+) symbol to specify more than one channel (for example, application+sites+csp to make an article available in all channels).

When importing articles with translations and associated channels, only the primary article retains the channels. The article translations have no associated channels upon import.
![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example The following example shows .csv files to import product offer articles. The first file imports articles without translations. The second .csv file imports articles with translations. The .csv files contain titles, summaries, and descriptions. They also classify the articles in the category group Products and make them available for specific channels. The `description__c` field is a rich text area and only supports paths to .html files. The `summary__c` field is a text field and only supports raw text. The summary field is optional, and `summary__c` is left blank for some rows. The `RecordTypeId` sets the Product Offer record type for two of the articles, and the “Best Desktop Computer Deals” article is an FAQ. Example `articlesimport.csv` file: `Title,summary__c,description__c,datacategorygroup.Products,Channels,RecordTypeId Free Digital Camera Offer, Get the new Digital Camera.,data/freecam.html,Consumer_Electronics,application+csp,012RM0000002Q5M Best Desktop Computer Deals,,data/bestdeals.html,Desktop,application+csp,012RM0000002Q5g Free Shipping on Laptop and Desktops,,data/freeship.html,Laptop+Desktops,application+csp,012RM0000002Q5M` Example `articlestranslationsimport.csv` file: ``` isMasterLanguage,Title,summary__c,description__c,datacategorygroup.Products,Channels,Language,RecordTypeId 1,Free Digital Camera Offer,Get the new Digital Camera,data/freecam.html,Consumer_Electronics,application+csp,en,012RM0000002Q5M 0,Libérer l'Offre d'Appareil photo digital,Obtenir le nouvel Appareil photo digital.,data/freecam/fr.html,,,fr,012RM0000002Q5M 0,Liberte Oferta Digital de Cámara,Consiga la nueva Cámara Digital.,data/freecam/es.html,,,es,012RM0000002Q5M 1,Best Desktop Computer Deals,,data/bestdeals.html,Desktops,application+csp,en,012RM0000002Q5g 0,Meilleures Affaires d'ordinateurs de bureau,,data/bestdeals/fr.html,,,fr,012RM0000002Q5g 0,Mejores Tratos de ordenadores,,data/bestdeals/es.html,,,es,012RM0000002Q5g 1,Free Shipping on Laptop and Desktops,,data/freeship.html,Laptops+Desktops,application+csp,en,012RM0000002Q5M 0,Libérer Affranchissement sur Portables et Ordinateurs,,data/freeship/fr.html,,,fr,012RM0000002Q5M 0,Liberte Franqueo en Laptops y Ordenadores,,data/freeship/es.html,,,es,012RM0000002Q5M ``` | Title | summary\_\_c | description\_\_c | datacategorygroup .Products | Channels | RecordTypeID | | --- | --- | --- | --- | --- | --- | | Free Digital Camera Offer | Get the new Digital Camera. | data/freecam.html | Consumer\_ Electronics | application+csp | 012RM0000002Q5M | | Best Desktop Computer Deals |   | data/bestdeals.html | Desktop | application+csp | 012RM0000002Q5g | | Free Shipping on Laptop and Desktops |   | data/freeship.html | Laptop+Desktops | application+csp | 012RM0000002Q5M | | isMasterLanguage | Title | summary\_\_c | description\_\_c | datacategorygroup .Products | Channels | Language | RecordTypeId | | --- | --- | --- | --- | --- | --- | --- | --- | | 1 | Free Digital Camera Offer | Get the new Digital Camera. | data/freecam.html | Consumer\_ Electronics | application +csp | en\_US | 012RM0000002Q5M | | 0 | Libérer l'Offre d'Appareil photo digital | Obtenir le nouvel Appareil photo digital. | data/freecam/fr.html |   |   | fr | 012RM0000002Q5M | | 0 | Liberte Oferta Digital de Cámara | Consiga la nueva Cámara Digital. | data/freecam/es.html |   |   | es | 012RM0000002Q5M | | 1 | Best Desktop Computer Deals |   | data/bestdeals.html | Desktops | application +csp | en\_US | 012RM0000002Q5g | | 0 | Meilleures Affaires d'ordinateurs de bureau |   | data/bestdeals/fr.html |   |   | fr | 012RM0000002Q5g | | 0 | Mejores Tratos de ordenadores |   | data/bestdeals/es.html |   |   | es | 012RM0000002Q5g | | 1 | Free Shipping on Laptops and Desktops |   | data/freeship.html | Laptops+ Desktops | application +csp | en\_US | 012RM0000002Q5M | | 0 | Libérer Affranchissement sur Portables et Ordinateurs |   | data/freeship/fr.html |   |   | fr | 012RM0000002Q5M | | 0 | Liberte Franqueo en Laptops y Ordenadores |   | data/freeship/es.html |   |   | es | 012RM0000002Q5M | [Specify your import parameters](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_03parameters.htm&release=264.0.0&type=5 "Specify import parameters in a property file using key names and corresponding values. For example, use the key DateFormat to specify that a date custom field appears in the DateFormat=dd/MM/YYYY format. Or, specify the character encoding and field separator used for the import file.") in a property file using key names and corresponding values. #### See Also - [Set Article Import Parameters](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_03parameters.htm&release=264.0.0&type=5 "Specify import parameters in a property file using key names and corresponding values. For example, use the key DateFormat to specify that a date custom field appears in the DateFormat=dd/MM/YYYY format. Or, specify the character encoding and field separator used for the import file.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") # Create a Basic Chat Implementation Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers. ### Required Editions
View supported editions.
User Permissions Needed
To set up Chat: Customize Application
To create user profiles and permission sets: Manage Profiles and Permission Sets
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. **[Enable Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_enable.htm&release=264.0.0&type=5)** Get started with Chat by enabling it for your Salesforce org. After you enable Chat, you can customize it. 2. **[Create Chat Users](https://help.salesforce.com/s/articleView?id=service.live_agent_create_users.htm&release=264.0.0&type=5)** Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat. 3. **[Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5)** Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only. 4. **[Create Chat Agent Configurations](https://help.salesforce.com/s/articleView?id=service.live_agent_create_configuration.htm&release=264.0.0&type=5)** Chat agent configurations define the functionality that’s available to your agents and support supervisors. Create configurations to give different capabilities to multiple types of users, 5. **[Create Chat Deployments](https://help.salesforce.com/s/articleView?id=service.live_agent_create_deployments.htm&release=264.0.0&type=5)** A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website. 6. **[Create Chat Buttons](https://help.salesforce.com/s/articleView?id=service.live_agent_create_buttons.htm&release=264.0.0&type=5)** Create chat buttons to enable customers to request a chat with an agent directly from your website. 7. **[Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5)** To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons. #### See Also - [Customize Your Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_implementation.htm&release=264.0.0&type=5 "After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required.") - [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.") # Create a Block from a Dialog Group Export a dialog group as the basis for a bot block. You can package bot blocks and share them between orgs or on AppExchange. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
A block can be built for either standard or enhanced bot types, but not both in the same block. To learn more about enhanced bots, see [Set Up Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&release=264.0.0&type=5 "Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required."). When you create a block from a bot, the block inherits the type from the bot. Before a dialog group can become a block, you must remove unsupported elements from the bot version. These elements include: - Transfer actions: A block can’t contain the Transfer to Agent Rule action. The Transfer to Agent system dialog and the Transfer to Agent Next Step are allowed. - Einstein Intent Sets: A block can’t contain a dialog intent that is linked to an Einstein Intent Set. - Structured content in Enhanced Bots: Blocks support inbound files, but they don't support outbound files. Blocks don't support messaging components. 1. From the Einstein Bots main page, open the bot you want to use to create the block. 2. Identity the dialog group you want to use to create the block. Click the dropdown and then click **Export as Block**. ![Click the drop down to export the dialog group as a block.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_block_export_start.png) 3. Give your block a name, and set a primary language and any secondary languages. ![Define details for your new block.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_block_export_details.png) 4. Optionally, you can add a permission set to your block so any bots created from your template have access to required resources, such as objects and flows. 5. Click **Create Block**. The Bot Builder returns to the bot you used to create the block. # Create a Bot from Your Data (Beta) You can create a bot using your data from Einstein Conversation Mining (beta). Using your conversation data, build Einstein Conversation Mining reports and then build a bot with the top results from those reports. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This feature is a Beta Service. Customer may opt to try such Beta Service in its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at [Agreements and Terms](https://www.salesforce.com/company/legal/agreements/). Before you create a bot using results from Einstein Conversation Mining, complete the setup instructions for [Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_setup.htm&type=5&language=en_US) and build at least one report. This template is available in English only. 1. From the Einstein Bots main page, launch the Guided Setup Flow. For your first bot, click **Create a New Bot**. Otherwise, click **New**. 2. Decide between a Standard Bot or an Enhanced Bot, and click **Next**. 3. Select the **Start with your Conversation Data** template. Click **Next**. 4. Give your bot a name and select a primary language. Click **Next**. 5. Select a completed Einstein Conversation Mining report. To include contact reasons from that report in your bot, select at least one contact reason. The bot dialog details automatically populate with details from that contact reason. Click **Next**. 6. Select the excerpts (phrases from your conversation transcripts used to build the contact reason) you wish to bring into your bot. After you finish the wizard, the excerpts convert to utterances attached to the dialog intent. Click **Next**. 7. Click **Proceed**, and then **Finish**. After the template finishes building, the system enters the Bot Builder Dialog menu. #### See Also - [Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&type=5&language=en_US) # Create a Bring Your Own Channel for CCaaS Messaging Channel To create a Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channel as part of a contact center, follow the setup flow. ### Required Editions
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for CCaaS
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging
User Permissions Needed
To install packages: Download AppExchange Packages
To set up and edit Messaging channels: Configure Messaging
To create local external client apps: Create, edit, and delete External Client Apps
To update all fields except Profiles, Permission Sets, and Service Provider SAML Attributes:

Customize Application AND either Modify All Data OR Manage Connected Apps
To update Profiles, Permission Sets, and Service Provider SAML Attributes: Customize Application AND Modify All Data AND Manage Profiles and Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## Install a Managed Package [Install the managed package](https://help.salesforce.com/s/articleView?id=xcloud.distribution_installing_packages.htm&language=en_US) for Bring Your Own Channel for CCaaS from your preferred CCaaS vendor. ## Add a Bring Your Own Channel for CCaaS Messaging Channel 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Click **New Channel**. 3. Select the Conversation Channel Definition tile that represents the Managed Package that you installed, and click **Next**. 4. Choose whether to create a contact center or use an existing one. - Create a contact center if setting up a new contact center for Bring Your Own Channel for CCaaS. - Use an existing contact center to add Bring Your Own Channel for CCaaS Messaging capabilities to a partner telephony contact center. 5. If you create a contact center, enter the requested details. 1. If your partner messaging provider supports it, enter your contact center display and API names, or upload the .xml file that contains your contact center definition. 2. Complete the details required by your CCaaS provider. 6. Give your Bring Your Own Channel messaging channel a name. 7. Click anywhere to populate the API Name field, and save your changes. 8. If required for your Messaging channel, turn on **Event-Driven Settings**. These options appear if your Messaging partner supports them in the Conversation Channel Definition. Usage counts towards your high volume platform event allocation. See [Considerations and Limitations for Bring Your Own Channel and Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5 "Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.") for more information. 1. To show messaging end users an indicator when a rep is typing, select **Show agent typing indicator**. 2. To send end users acknowledgments when their inbound messages are read or delivered, select **Show messaging users read and delivered receipts**. 3. To show end users loading text and progress animations while an Agentforce Service agent is processing, select **Show Agentforce agent progress indicator**. 9. If supported by your CCaaS partner, set up routing for this Messaging channel. Check with your CCaaS partner for their recommendation based on how their integration works. Routing information passed by your CCaaS partner through an Interaction Service API call takes precedence over your Messaging channel Omni-Channel Routing setting, if both are set. 1. Under Omni-Channel Routing, click **Edit**. 2. To route messages with an Omni-Channel flow, select **Omni-Channel Flow** in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue that you created previously. 3. To route messages to a queue, select **Queue** in the Routing Type field, and then enter the name of the queue that you created previously. 10. Save your changes. 11. Click **Activate**. ## Create and Configure an External Client App for OAuth Integration Certain CCaaS providers require you to set up and manage your own external client app (ECA) to provide authentication for the integration between their platform and the Salesforce Interaction Service API. Check with your provider whether setting up your own app is a required setup step for their integration. First create the ECA and then update the Conversation Channel Definition (CCD). If you don’t have a self-signed certificate, follow the steps to [Create a Private Key and Self-Signed Digital Certificate](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_auth_key_and_cert.htm). Make sure you have the certificate saved in your system. You upload the file when you create the ECA. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip - To check whether your CCaaS provider requires you to set up your own external client app, from Setup, go to Messaging Settings and select the Messaging channel you created. In the Conversation Channel Definition section, if you see **Modify Conversation Channel Definition**, you must create your own ECA. Otherwise, the partner provider manages the app for you. - We recommend using an external client app for Interaction Service authentication instead of a connected app. Starting in Spring ’26, customers can’t create a connected app unless they request the ability to create connected apps from Salesforce Support. To migrate a preexisting connected app, see [Create an External Client App from a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm&language=en_US). 1. [Create an external client app](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&language=en_US) and set Distribution State set to **Local**. 2. In the OAuth Settings area of the page, select **Enable OAuth**. The OAuth Settings area expands and the OAuth settings fields are visible. 3. Add a callback URL (endpoint), which is the same as the OAuth redirect URI. We recommend you use `https://login.salesforce.com` to start with. 4. Add the OAuth scopes **Access Interaction API resources (interaction\_api)** and **Perform Requests at any time (refresh\_token, offline\_access)**. 5. In the Flow Enablement section, select **Enable JWT Bearer Flow**. 6. Upload your self-signed certificate. 7. To create the ECA, click **Create**. 8. In your external client app’s Policies tab, click **Edit**. 9. Under OAuth policies, from the Permitted Users dropdown, select **Admin approved users are pre-authorized**. If you see a warning message, click **OK**. 10. Under App Policies, add the **System Administrator** profile. 11. Save your changes. 12. After setting up your ECA, update the Conversation Channel Definition for your Messaging channel to reference the app you created. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Select the Messaging channel you created. 3. In the Conversation Channel Definition section, click **Manage Conversation Channel Definition**. If this button isn’t available, your CCaaS provider manages the ECA, and you don’t need to create one and associate it with the Conversation Channel Definition. 4. Select the external client app that you created. 13. Save your changes. ## Add Users to Your Partner Contact Center Add Messaging users or Voice users as service reps or admins to a partner contact center. 1. From Setup, in the Quick Find box, enter Contact Centers. Select **Partner Contact Centers** or **Partner Telephony Contact Centers**, depending on your setup. 2. Select the contact center. 3. On the Contact Center details page, in the Contact Center Users section, add users to the partner contact center. ![Select Add to add users to the contact center](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging-add-user-partner-contact-center.png) ## Test Your Bring Your Own Channel Messaging Channel 1. Open the Service Console app, and go to the Omni-Channel utility bar at the bottom of the console, provided it’s installed. Go online as the service rep assigned to the messaging button. 2. Open the app where your customers initiate Bring Your Own Channel, and start a conversation. 3. In the console tab, verify that you received a conversation request. Accept the request and try sending a message. #### See Also - [Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&release=264.0.0&type=5 "Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.") - [Set Up Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&type=5&language=en_US) - [External Client Apps](https://help.salesforce.com/s/articleView?id=xcloud.external_client_apps.htm&language=en_US) - [Configure the External Client App OAuth Settings](https://help.salesforce.com/s/articleView?id=xcloud.configure_external_client_app_oauth_settings.htm&language=en_US) - [Create an External Client App from a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm&language=en_US) - [Enable OAuth Settings for API Integration](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_create_api_integration.htm&language=en_US) # Create a Bring Your Own Channel for Messaging Channel To create a Bring Your Own Channel for Messaging channel, follow the setup flow. ### Required Editions
View supported editions.
Checkmark This article applies to: Bring Your Own Channel for Messaging
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS
User Permissions Needed
To install packages: Download AppExchange Packages
To set up and edit Messaging channels: Configure Messaging
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. ## Install a Managed Package [Install the managed package](https://help.salesforce.com/s/articleView?language=en_US&id=sf.distribution_installing_packages.htm&type=5) for your Bring Your Own Channel for Messaging provider. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To learn how to create your own Messaging provider integration instead of installing a managed package from AppExchange, see the [Bring Your Own Channel for Messaging Developer Guide](https://developer.salesforce.com/docs/service/messaging-partner/guide/create-your-own-integration.html). ## Create a Bring Your Own Channel for Messaging Channel 1. From Setup, enter Messaging Settings, and then select **Messaging Settings**. 2. Click **New Channel**. 3. Select the Conversation Channel Definition tile that represents the Managed Package that you installed previously, and click **Next**. 4. Give your Bring Your Own Channel for Messaging channel a name. 5. Click anywhere to populate the **API Name** field, and save your changes. 6. If required for your Messaging channel, turn on **Event-Driven Settings**. These options appear if your Messaging partner supports them in the Conversation Channel Definition. Usage counts towards your high volume platform event allocation. See [Considerations and Limitations for Bring Your Own Channel and Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5 "Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.") for more information. 1. To show messaging end users an indicator when a rep is typing, select **Show agent typing indicator**. 2. To send end users acknowledgments when their inbound messages are read or delivered, select **Show messaging users read and delivered receipts**. 3. To show end users loading text and progress animations while an Agentforce Service agent is processing, select **Show Agentforce agent progress indicator**. 7. Set up routing for this Messaging channel. 1. Under Omni-Channel Routing, click **Edit**. 2. To route messages with an Omni-Channel flow, select **Omni-Channel Flow** in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue that you created previously. 3. To route messages to a queue, select **Queue** in the Routing Type field, and then enter the name of the Salesforce queue that you created previously. 8. Save your changes. 9. Click **Activate**. ## Create and Configure an External Client App for OAuth Integration Certain Messaging providers require you to set up and manage your own external client app (ECA) to provide authentication for the integration between their platform and the Salesforce Interaction Service API. Check with your provider whether setting up your own app is a required setup step for their integration. First create the ECA and then update the Conversation Channel Definition (CCD). If you don’t have a self-signed certificate, follow the steps to [Create a Private Key and Self-Signed Digital Certificate](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_auth_key_and_cert.htm). Make sure you have the certificate saved in your system. You upload the file when you create the ECA. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip - To check whether your Messaging provider requires you to set up your own external client app, from Setup, go to Messaging Settings and select the Messaging channel you created. In the Conversation Channel Definition section, if you see **Modify Conversation Channel Definition**, you must create your own ECA. Otherwise, the partner provider manages the app for you. - We recommend using an external client app for Interaction Service authentication instead of a connected app. Starting in Spring ’26, customers can’t create a connected app unless they request the ability to create connected apps from Salesforce Support. To migrate a preexisting connected app, see [Create an External Client App from a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm&language=en_US). 1. [Create an external client app](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&language=en_US) and set Distribution State set to **Local**. 2. In the OAuth Settings area of the page, select **Enable OAuth**. The OAuth Settings area expands and the OAuth settings fields are visible. 3. Add a callback URL (endpoint), which is the same as the OAuth redirect URI. We recommend you use `https://login.salesforce.com` to start with. 4. Add the OAuth scopes **Access Interaction API resources (interaction\_api)** and **Perform Requests at any time (refresh\_token, offline\_access)**. 5. In the Flow Enablement section, select **Enable JWT Bearer Flow**. 6. Upload your self-signed certificate. 7. To create the ECA, click **Create**. 8. In your external client app’s Policies tab, click **Edit**. 9. Under OAuth policies, from the Permitted Users dropdown, select **Admin approved users are pre-authorized**. If you see a warning message, click **OK**. 10. Under App Policies, add the **System Administrator** profile. 11. Save your changes. 12. After setting up your ECA, update the Conversation Channel Definition for your Messaging channel to reference the app you created. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Select the Messaging channel you created. 3. In the Conversation Channel Definition section, click **Manage Conversation Channel Definition**. If this button isn’t available, your CCaaS provider manages the ECA, and you don’t need to create one and associate it with the Conversation Channel Definition. 4. Select the external client app that you created. 13. Save your changes. ## Test Your Bring Your Own Channel for Messaging Channel 1. Open the Service Console app, and go to the Omni-Channel utility bar at the bottom of the console, provided it’s installed. Go online as the service rep assigned to the messaging button. 2. Open the app where your customers initiate Bring Your Own Channel for Messaging, and start a conversation. 3. In the console tab, verify that you received a conversation request. Accept the request and try sending a message. #### See Also - [External Client Apps](https://help.salesforce.com/s/articleView?id=xcloud.external_client_apps.htm&language=en_US) - [Configure the External Client App OAuth Settings](https://help.salesforce.com/s/articleView?id=xcloud.configure_external_client_app_oauth_settings.htm&language=en_US) - [Create an External Client App from a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm&language=en_US) - [Enable OAuth Settings for API Integration](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_create_api_integration.htm&language=en_US) # Create a Broadcast Topic for Broadcast Alerts To let incident managers send a broadcast alert, first create at least one broadcast topic. When an incident occurs, incident managers can then send broadcast alerts to groups based on a broadcast topic. ### Required Editions
View supported editions.
Before you create a broadcast topic: 1. [Review or create groups.](https://help.salesforce.com/s/articleView?id=platform.user_groups.htm&type=5&language=en_US) 2. [Create a broadcast topic type](https://help.salesforce.com/s/articleView?id=slack.slack_apps_sales_create_broadcast_topic_type.htm&type=5&language=en_US) or use the default type. If you already have a broadcast topic for your broadcast alerts, you can skip these steps and go straight to assigning it to a group. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Create Broadcast Topics and Assign to Group, click **Create & Assign**. 3. Select **New**. ![Create Broadcast Topic window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_broadcast_type.png) 4. Enter a name and description, then select a broadcast type. 5. Select **Incident Communication** as the broadcast reason. 6. Save your changes. After you create a broadcast topic, assign it to a group. # Create a Broadcast Topic for Broadcast Site Banners To let users create a broadcast site banner, first create at least one broadcast topic. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic. ### Required Editions
View supported editions.
Before you create a broadcast topic: - Review or create available networks sites. - [Create a broadcast topic type.](https://help.salesforce.com/s/articleView?id=slack.slack_apps_sales_create_broadcast_topic_type.htm&type=5&language=en_US) If you already have a broadcast topic for your broadcast site banners, you can skip these steps and go straight to assigning it to a network site. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Create Broadcast Topics and Assign to Network Sites, click **Create & Assign**. 3. Select **New**. ![Create Broadcast Topic window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_broadcast_type.png) 4. Enter a name and description, then select a broadcast type. 5. Select **Incident Communication** as the broadcast reason. 6. Save your changes. After you create a broadcast topic, assign it to a network site. # Create a Broadcast Topic for Broadcast Slack Messages To let incident teams send a broadcast Slack message, first create at least one broadcast topic. When an incident occurs, users can then send broadcast Slack messages to Slack channels based on a broadcast topic. ### Required Editions
View supported editions.
Before you create a broadcast topic: 1. Review or create broadcast channels in Slack. 2. [Create a broadcast topic type](https://help.salesforce.com/s/articleView?id=slack.slack_apps_sales_create_broadcast_topic_type.htm&type=5&language=en_US) or use the default type. If you already have a broadcast topic for your broadcast Slack messages, you can skip these steps and go straight to assigning it to a Slack channel. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Create Broadcast Topics and Assign to Channels, click **Create & Assign**. 3. Select **New**. ![Create Broadcast Topic window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_broadcast_type.png) 4. Enter a name and description, then select a broadcast type. 5. Select **Incident Communication** as the broadcast reason. 6. Save your changes. After you create a broadcast topic, assign it to a Slack channel. # Create a Bulk Macro This example shows you how to create a bulk macro that sends an email to the contact person for the selected customer cases. ### Required Editions
View supported editions.
User Permissions Needed
To view macros: Read on macros
To create and edit macros: Create AND Edit on macros
To create and run irreversible macros: Manage Macros That Users Can’t Undo
To run bulk macros: Run Macros on Multiple Records
For example, suppose that your company has a service outage and lots of customers have contacted customer support. Support reps can send an email to customers who have opened cases about the outage that tells them when the service outage is expected to end. These steps show you how to create a bulk macro that sends an email to the contact person on the selected cases. To implement this example in your org, enable the Email Publisher. 1. Create a macro. 2. Add the instructions for the macro. 1. Select a context for the macro. The context specifies the object that the macro interacts with. Selecting **Select Active Tab** tells the macro that it’s performing an action on the active case tab in the Case Feed. 2. Click **Done**. After every instruction, click **Done** to move to the next line. 3. Select the publisher that the macro interacts with. Selecting **Select Email Action** tells the macro to interact with the Email Publisher in Case Feed. 4. Select the action that you want the macro to perform. 5. Finally, select **Submit Action** to tell the macro to perform these instructions. 3. Save the macro. You’ve created a macro that creates and sends an email to the contact person for the selected cases. This macro can be run as a bulk macro because it meets all the criteria for a bulk macro. It interacts with the Email Publisher, it uses a supported instruction, and it includes a Submit Action instruction. You can run this macro as a bulk macro on multiple records at the same time. You also can run it on a single record at a time. When you look at the macros list, an icon showing a green lightning bolt with two underlines (![Lightning bolt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_icon_bulk.png)) appears next to bulk macros. Make sure that this icon appears next to your macro. # Create a Call Center There are two ways to create a call center record in Salesforce—importing or cloning. ### Required Editions
View supported editions.
User Permissions Needed
To create a call center by importing or cloning: Manage Call Centers
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features. To create a call center record in Salesforce: - [Import a call center definition file into Salesforce](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5 "To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce."). Use this method to create your first call center for a CTI adapter that was just installed. - [Clone an existing call center definition](https://help.salesforce.com/s/articleView?id=service.cti_admin_clonecc.htm&release=264.0.0&type=5 "To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location."). Use this method to create additional call centers for a particular CTI adapter. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location. To view a list of call centers that have already been created, from Setup, enter Call Centers in the Quick Find box, and then select **Call Centers**. - **[Clone a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_clonecc.htm&release=264.0.0&type=5)** To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location. - **[Display and Edit a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_editcc.htm&release=264.0.0&type=5)** A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features. - **[Customizing a Call Center Directory](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccdirectory.htm&release=264.0.0&type=5)** Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization. - **[Add a Number to a Call Center Directory](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccdirectorynumbers.htm&release=264.0.0&type=5)** Customize call center directories by adding additional directory numbers, either to a single call center or to all defined call centers in your organization. - **[Design and Assign Softphone Layouts](https://help.salesforce.com/s/articleView?id=service.cti_admin_phonelayouts.htm&release=264.0.0&type=5)** A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) # Create a Call Center Definition File If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). - **[Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5)** A call center definition file consists of three XML elements: `callCenter`, `section`, and `item`. - **[Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5)** There must be one `
` that includes `` elements in every call center definition file. - **[Specifying Values for Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5)** With the exception of the `reqInternalName` ``, whose value must always be specified in a call center definition file, you can specify `` values either in the call center definition file or in Salesforce once the definition file has been imported. - **[Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5)** A XML code example of a call center definition file. #### See Also - [Call Center Definition Files](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5 "A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors.") - [Import a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5 "To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce.") - [Clone a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_clonecc.htm&release=264.0.0&type=5 "To create more than one call center for a particular CTI adapter, you can clone an existing one. For example, if you already have a call center record for a Cisco IPCC Enterprise™ call center based in one location, you can clone that record for a Cisco IPCC Enterprise call center based in another location.") # Create a Call Origination Flow Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder:

Agentforce Contact Center Admin (Salesforce Voice) permission set.
Here are some use cases where you can use call origination flows to customize the native contact center to fit your needs. - Dynamic CLI by region or brand — Resolve a CLI matching the customer's geography or business unit instead of a fixed default. For example, a UK rep calling a UK customer gets a local CLI, improving answer rates. - Restrict call attempts outside allowed hours — Use status to block a call from proceeding when it falls outside preferred or allowed calling hours. Only one Call Origination Flow can be attached to a given Voice Configuration at a time. Your org has an out-of-the-box sample flow, Resolve Outbound Caller ID, that checks the number being dialed and decides whether it's a US or international number, then sets the appropriate resolved caller ID accordingly. Duplicate the flow and then edit it to assign a CLI number to a specific rep in your org or customize it further for your specific business needs. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **Resolve Outbound Caller ID** and save it as a new flow. 3. The system passes these inputs to the flow: - `agentId` — the user ID of the rep placing the call - `dialedInNumber` — the number the rep dialed ![Flow Builder Toolbox Manager tab showing the agentId and dialedInNumber variables highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cof_toolbox_variables.png) 4. If the dialed number starts with +1, edit the Action element, **Get US Voice Caller Id**, to set the Caller ID to the number that you want displayed to the receiver. You can select numbers with outbound calling capability that are also available for CLI. ![Edit Get Voice Caller IDs window for the Get US Voice Caller Id action, with a US Caller ID entered and the output stored in resolvedCli](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cof_get_us_caller_id.png) 5. Edit the assignment element, **Set US Resolved CLI**, to set status to SUCCESS. ![Set US Resolved CLI assignment element with the status variable set to equal SUCCESS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cof_set_us_resolved_cli.png) 6. If the dialed number doesn’t start with +1, edit the Action element, **Get International Voice Caller Id**, to set the Caller ID to the number that you want displayed to the receiver. You can select numbers with outbound calling capability that are also available for CLI. ![Get International Voice Caller Id action with an international Caller ID entered and the output stored in resolvedCli](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cof_get_intl_caller_id.png) 7. Edit the assignment element, **Set International Resolved CLI**, to set status to SUCCESS. The flow finishes after either branch, leaving `resolvedCli` and `status` set for the calling process to use. ![Set International Resolved CLI assignment element with the status variable set to equal SUCCESS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cof_set_intl_resolved_cli.png) 8. Save and activate your flow. 9. You can now [add your flow to a voice configuration](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_voice_configuration.htm&release=264.0.0&type=5 "Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance.") so that it’s automatically triggered when the rep makes a call. If a flow is assigned to the rep's Voice Configuration and it returns `resolvedCli`, that CLI is used. If no flow is assigned, or the flow doesn't return a CLI, the Fallback Caller ID on the Voice Configuration is used. If the Voice Configuration has no Fallback Caller ID set, the [org-wide default CLI](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_cli.htm&release=264.0.0&type=5 "Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel.") is used. # Create a Capacity Plan Create a short-term capacity plan to predict how many shifts you need to provide coverage. ### Required Editions Complete the [Admin Checklist for Capacity Plan Setup](https://docs.google.com/document/d/1GEaTRHohk2seulyfDykJB2Evk8ZHU-fqv4wyVNCDgG4/edit?tab=t.0#heading=h.hoq8lnng35k4)
Supported Editions for Frontline Workforce Management
User Permissions Needed
To view, create, and edit workload histories and intelligent forecasts, and to view and create capacity plans: Workforce Management Analyst
To view and create capacity plans, and to create shifts from a capacity plan: Workforce Management Planner
1. From the App Launcher, open Intelligent Forecast and [create an Intelligent Forecast.](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&type=5&language=en_US) Or select a Forecast and click **Add Capacity Plan**. 2. In the Capacity Plan page, specify these details: - Enter a unique identifier in the Name field. - Provide context in the Description field (optional). The forecast is automatically populated and the selected forecast determines the start and end dates, and users can adjust if required. 3. Select the Work Type. Click **Next**. 4. Select the Service Territory. Click **Next**. 5. Click **Finish**. The capacity plan is generated. # Create a Capacity Plan Create a short-term capacity plan to predict how many shifts you need to provide coverage. ### Required Editions Complete the [Admin Checklist for Capacity Plan Setup](https://docs.google.com/document/d/1GEaTRHohk2seulyfDykJB2Evk8ZHU-fqv4wyVNCDgG4/edit?tab=t.0#heading=h.hoq8lnng35k4)
Supported Editions for Workforce Engagement Management
User Permissions Needed
To view, create, and edit workload histories and intelligent forecasts, and to view and create capacity plans: Workforce Engagement Analyst
To view and create capacity plans, and to create shifts from a capacity plan: Workforce Engagement Planner
1. From the App Launcher, open Intelligent Forecast and [create an Intelligent Forecast.](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&type=5&language=en_US) Or select a Forecast and click **Add Capacity Plan**. 2. In the Capacity Plan page, specify these details: - Enter a unique identifier in the Name field. - Provide context in the Description field (optional). The forecast is automatically populated and the selected forecast determines the start and end dates, and users can adjust if required. 3. Click **Next**. 4. On the Choose Queues for this Capacity Plan page, select one or more queues to include. Each queue must be mapped to a job profile. If a queue isn't mapped, click Map to Job Profile and assign a job profile to the queue. See [create job profile](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_job_profile.htm&release=264.0.0&type=5 "A job profile lets you describe the skill requirements that are needed for the work."). 5. Click **Next**. 6. The selected queues are validated and associated job profiles. If the validation fails, an error message identifies the issue and provides a link to the related configuration. Click Go to Shift Template. To create a shift template, see [create shift template](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_templates.htm&type=5&language=en_US). 7. Click **Finish**. The capacity plan is generated. - **[Export Your Capacity Plan](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_export_capacity_plan.htm&release=264.0.0&type=5)** Export your capacity plan as a CSV file. # Create a Case Comment Quick Action To let your support reps create case comments from the case feed publisher in Lightning Experience, create a Case Comments quick action and add it to the case page layout. ### Required Editions
View supported editions.
User Permissions Needed
To set up cases for Lightning Experience:

Manage Cases

AND

Customize Application
In Salesforce Classic, you can add the Internal Comments field, which created Case Comments, to the Close Case button. Your support reps can then close a case and add a case comment at the same time. In Lightning Experience, the Internal Comments field isn’t available, so you must create a separate quick action for closing a case and one for creating a case comment. 1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Create a Record**. 4. For Target Object, select **Case Comment**. 5. For Standard Label Type, select **None**. For Label, enter Case Comment. The Name field is auto-filled. Optionally, enter a description and success message. ![Screenshot of the action details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_case_comment_action_lex_create.png) 6. Click **Save**. 7. To choose the fields users see, customize the action’s layout, and click **Save**. Keep these things in mind. - The Body field is always required, even if Required isn’t selected in its Field Properties dialog (invoked when you double-click the field). - The Public field is available only if you have Experience Cloud sites enabled. - The Public field is labeled “Published” in the quick action layout editor. 8. Go to the Case Page Layouts setup page, and [edit your case layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout."). Drag the new quick action to the Salesforce Mobile and Lightning Experience Actions section, and click **Save**. When support reps click the action from the Service Console, they see: ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example ![Screenshot of the Case Comment action in the case feed publisher.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_case_comment_action_lex.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip In the Lightning App Builder, you can add the Case Comments related list to the case page. Then your support reps can also create case comments directly from the related list using the New button. They can also edit and delete comments. ![Screenshot of Case Comment related list with New button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex_create_comment_rl.png) ![Screenshot of Case Comment related list with Edit and Delete button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex_edit_comment_rl.png) # Create a Case When a Messaging Session Starts Outside of Your Business Hours Let end users submit a case when trying to message outside of business hours. Use an Apex class and a bot to run a business hours check, then create the case from a flow. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create business hours: Manage Business Hours Holidays
To add business hours to your deployment: Customize Application AND Modify Metadata Through Metadata API Functions
## Create an Apex Class Create a public Apex class that checks if an end user is attempting to message outside of your business hours. Add this code snippet to your [Apex class.](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_qs_class.htm) ``` public class CheckWithinBusinessHours { @InvocableMethod(label = 'Check Within Business Hours') public static List makeGetCallout(List Name) { String BHName= String.valueOf(+Name[0]); // Get Business hours based on name, input from bot BusinessHours bh = [SELECT Id FROM BusinessHours WHERE name= :BHName]; // Create Datetime with current date/time in local time zone Datetime targetTime = Datetime.now(); // Find whether the time is within business hours Boolean isWithin= BusinessHours.isWithin(bh.id, targetTime); return new List{isWithin}; }} ``` ## Create Business Hours Create a business hours record for your Apex class to reference. [Create a set of business hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US). For the purposes of this recipe, don’t associate a business hours record with your Enhanced Chat deployment. ## Create a Flow Create an Auto-Launched flow that creates a case when a customer messages outside of business hours. 1. [Create a new flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US). Select **Autolaunched Flow (No Trigger)**as the flow type. 2. Create a new flow Resource: 1. In the Resource Type field, select **Variable**. 2. In the API Name field, enter CaseNumber. 3. In the Data Type field, select **Text**. 4. In the Data Type field, select **Text**. 5. Click **Done**. 3. Create a second flow Resource: 1. In the Resource Type field, select **Variable**. 2. In the API Name field, enter Subject. 3. In the Data Type field, select **Text**. 4. Select **Available for input**. 5. Click **Done**. 4. A CaseId from Create\_Case variable is generated automatically when the Create Records element is added to your flow.To create a Case record and return the Case Number to the user in the bot, add a Create Records element. 1. In the How to Set the Record Fields dropdown, select **Manually**. 2. In the Object dropdown, select **Case**. 3. Under Set Field Values for the Case, select **Subject** in the Field dropdown and enter Einstein Bot Case in the Value dropdown. 4. Click **Done**. 5. Save and activate your flow. ## Add the Apex Class to Your Bot Update your bot by adding the Apex class. While this Apex action could be placed and executed anywhere in your bot, this example invokes the class in the Transfer to Agent dialogue. 1. Add an Apex action component to the Transfer to Agent dialogue for your bot. This component lets you associate the Apex class that you created in step 1 to your bot. 1. In the Action Type field, select **Apex**. 2. In the Action Name field, select the apex class you created in step 1. 3. Verify that the Input field displays **Name (string)**. 4. In the Source field, select **Value**. 5. In the Custom Value, enter the name of your business hours record. 6. Verify that the Output field displays **Output (Boolean)**. 7. Click inside the Variable Name field, and select **+New Boolean Variable**. 8. In the Type field, select **Custom**. 9. In the Name field, enter IsWithinBusinessHours. To give it the same API name, click inside the API Name field. 10. Verify that the Data Type field displays **Boolean**. 11. Save your changes. 12. Save your changes in the Bot Builder. 2. Add a dialogue that creates a case if the Apex class returns false when checking to see if the messaging session is initiated outside of business hours. 1. Click the **+** icon to the right of the search field in the Bot Builder, and select **New Dialogue**. 2. Name your dialog, give it a description, and optionally, assign it to a dialog group. 3. Add a Flow component to the dialogue. 4. Verify that the Action Type field displays **Flow**. 5. In the Action Name field, select the flow that you created previously. 6. Verify that the Input field displays **Subject (string)**. 7. In the Source field, select **Value**. 8. In the Custom Value field, enter **Einstein Bots Case**. 9. Verify that the Output field displays **CaseNumber (string)**. 10. In the corresponding Variable Name field, select **\+ New Text Variable**. 11. In the Type field, select **Custom**. 12. In the Name field, enter Case Number. To give the text variable a similar API name, click inside the API field. 13. Verify that the Data Type field displays **Text**. 14. Save your changes. 15. Save your changes to the Bot Builder. 3. Return to the Transfer to Agent dialogue and add a Redirect to Dialogue component. This component redirects to the Create a Case dialogue when an end user tries to chat outside of business hours. 1. Click **+Add Condition**. 2. In the Variable Name field, select **IsWithinBusinessHours (boolean).** 3. In the Operator field, select **Is False**. 4. In the Rule Action field, select **Redirect to Dialogue**. 5. In the Redirect Type field, select **Dialogue**. 6. In the Dialogue Case field, select the dialogue that you created in step 4b. 4. Save your changes in the bot builder. 5. Activate your bot. # Create a Catalog Category A catalog category represents groups of catalog items in Service Catalog. Catalog categories are used only in Service Catalog. Organizing catalog items under a catalog category makes those catalog items viewable in Aura. ### Required Editions
View supported editions.
You can organize categories under a primary category. In Service Catalog, you can create up to 200 categories: 100 primary categories and 100 secondary categories. 1. From Setup, in the Quick Find box, enter Service Catalog, and under Process Automation, select **Service Catalog**, and then select **Catalog Settings**. 2. On the Catalog Categorization Method dropdown, select **Catalog Categories**. 3. Click Categories Builder. The Service Catalog Builder appears. 4. To create a catalog category, click **New Catalog Category**. 5. Enter a name, select a parent category (if applicable), and upload an optional image. We recommend that uploaded images are in 2:12 aspect ratio. A category can have only one parent category; you can’t nest parent categories. 6. Save your work. When a category is created, it’s always visible in Service Catalog. A category is visible in the Service community only when it’s active and at least one item is visible to the user. You can edit and delete created catalog categories. You can delete a catalog category in Service Catalog only if it has no assigned catalog items. When all items are removed, a category can be deprecated and hidden from the UI, but still available for reporting. # Create a Catalog Fulfillment Creating catalog fulfillments in Service Catalog gives admins more flexibility in the type of information they can seek from customers. ### Required Editions
View supported editions.
1. From Setup, in the Quick Find box, enter Service Catalog, and under Process Automation, select **Service Catalog**, and then select **Catalog Fulfillments**. 2. To create a catalog fulfillment, click **New**. 3. Select an active flow that acts as a base for your fulfillment, and then click **Next**. The flow inputs on the flow you select determine the types of inputs that are available for your fulfillment later. 4. Enter a name and a description for your catalog fulfillment, and then click **Map Fields**. 1. To create a fulfillment without any decoration of the base flow, click **Skip Mapping**. All the fields available on the flow you selected appear. 5. Select the input fields you want to map to the fulfillment, then click the middle button to map them to the fulfillment. 6. Click **Decorate**. The flow inputs are mapped to fulfillment inputs, and your fulfillment appears in a draft state. 7. Use the **Additional Questions** dropdown to select the input that enables additional questions on your fulfillment. That input is marked with the Additional Questions flag. Only one input can be marked with the Additional Questions flag. 8. To add or remove inputs from the fulfillment, or add specific content to the inputs selected, click **Edit Mapping**. You can only add inputs that are present on the active flow your fulfillment is based on. 9. To make an input value required on catalog items related to this fulfillment, select **Required**. 10. Click **Save**. You can edit, clone, and delete catalog fulfillments. You can only edit catalog fulfillments that you created. Before you edit or delete your catalog fulfillment, unassociate all related catalog items from the catalog fulfillment you want to edit or delete. Those catalog items must be associated with other active catalog fulfillments or deleted. If you don’t unassociate a catalog item before editing the related fulfillment, an alert shows on the catalog item. You can’t retrieve deleted fulfillments. When you clone a catalog fulfillment, the new fulfillment clone doesn’t come with any related catalog items. Service Catalog doesn’t support using screen flows with pauses as a base for fulfillments. - **[Share Fulfillments with Guest Users](https://help.salesforce.com/s/articleView?id=service.svc_share_fulfillments_with_guest_users.htm&release=264.0.0&type=5)** Giving guest users access to fulfillments permits them to execute the catalog items related to that fulfillment. #### See Also - [_Salesforce Help_: Considerations for Using Flows in LWR](https://help.salesforce.com/s/articleView?id=experience.networks_lwr_flow_limitations.htm&type=5&language=en_US) # Create a Catalog Item Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests. ### Required Editions
View supported editions.
In Service Catalog, primary and secondary catalog categories can have up to 100 items. Your service catalog can have up to 1,000 catalog items. Your users’ access to catalog items is determined by your choice of Combined Access and Eligibility Access in Setup under Catalog Settings. If your Service Catalog was implemented before Summer ’24, you default to using Combined Access. With Combined Access, all users’ access to catalog items are restricted by Group Access and Eligibility Rules. With Eligibility Access, your support reps’ access to catalog items are restricted by Group Access, your employees are restricted by Group Access and Eligibility Rules, and your customers are restricted by only Eligibility Rules. 1. From Setup, in the Quick Find box, enter Service Catalog, and under Process Automation, select **Service Catalog**, then select **Catalog Management**. 2. To create a catalog item, click **New Catalog Item**. 3. In Item Details, enter a name and description, and upload an optional image. We recommend that uploaded images are in 2:12 aspect ratio. Uploaded images are shared publicly by default. 4. In Fulfillment Configuration, complete these steps. 1. In Catalog Fulfillment, click **Select Fulfillment** to add an underlying fulfillment for your catalog item. 2. In Included Inputs, view and define the inputs assigned to that fulfillment. If the fulfillment has an input that you want the customer to answer, select **Customers Define Input**. Included inputs with that checkbox selected must be resolved in Customer Inputs. Customer responses to these inputs are stored and used on the fields associated with the inputs on the related fulfillment. 3. In Customer Inputs, if any inputs require customer input, click ![Edit icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_pencil_icon_inline.png) to change how that input is posed as a question to the customer. You can preview the changes you make to the input before saving. 4. You can also add inputs that weren’t predefined inside the fulfillment for customers by clicking **Add More Questions**. Customer responses to these inputs are stored on the additional questions variable. 5. In Categorization, select a category for your catalog item. The categorization method available for your item depends on whether you’re using data categories or catalog categories to organize your catalog items. Data categories and catalog categories don’t overlap. If you were using catalog categories to categorize your catalog items and move to data categories, you have to assign your catalog items to relevant data categories. 6. In Internal Access, select who can see the catalog item in the catalog. 1. Turn off **Allow Access for All Users** to restrict the users who can access your catalog item. If the functionality is off, enter the user groups you want to have access. Making an item visible to a public group controls only its visibility in the catalog on your Service Catalog site. 7. In External Access, select who can see the catalog item in the catalog. 1. If **Guest Visibility** is on, you can’t use eligibility rules to limit which users can view this catalog item. To set eligibility rules, turn off the functionality. 2. In Customer Eligibility, to set eligibility rules, turn off **Allow customers to access catalog items after authentication**. 3. Click **Apply Rules**, then use the window to select the eligibility rules you want to assign to this catalog item. You can apply a maximum of three eligibility rules to a catalog item. 8. Save your work. Your catalog item is saved in draft state. 9. To activate your catalog item, click **Activate**. When you edit an item after activation, you must have either eligility rules applied to the item or have **Allow customers to access catalog items after authentication** enabled in the Catalog Settings page. Otherwise, you can't update the item. You can save a catalog item as a draft. When an item is activated, it’s published, making it visible to Service Catalog users. You can remove an item from the Service Catalog user UI by changing its status from published to deprecated. You can edit, clone, and delete catalog items. Deleting a catalog item clears up space in its associated catalog categories and hides it from Service Catalog users. However, the item is still available for reporting. You can search for created catalog items by name or description by using the search bar in Catalog Management. If an optional input on a catalog item is left blank, it’s assumed that an empty state is the correct entry for that input. That empty state value overrides any default values for that input. ## Mark a Catalog Item as Featured Catalog items marked as Featured are displayed prominently in Service Catalog, helping your customers quickly find the services they use the most. 1. On the Service Catalog Builder landing page, locate the item. 2. Click ![Downward Arrow Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_downward_arrow.png) next to the item. 3. Click **Add to Featured**. # Create a Change Owner Quick Action for Cases Make it simpler for support reps to reassign cases in Lightning Experience by adding an Update a Record quick action to the case page layout. ### Required Editions
View supported editions.
User Permissions Needed
To create and modify the Send Email quick action: Manage Cases AND Customize Application
To edit a page layout: Customize Application
Cases can be reassigned to the following: - User - Queue - Experience Cloud site partner user - Experience Cloud portal user In Lightning Experience, you must create the Change Owner action for cases. Use the following steps: 1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Update a Record**. 4. For Standard Label Type, select **None**. 5. For Label, enter the name you want to display in the publisher. For example, _Transfer Case_ or _Update Case Owner_. 6. The Name field is auto-filled. This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field. 7. For Description, describe what this quick action does. The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description. 8. Click **Save**. The action layout page opens, where you can specify the fields shown in the quick action. 9. In the action layout, drag the Case Owner field from the palette into the quick action layout. To make a field read-only or required, click the wrench icon and specify the field properties. 10. Click **Save**. After you define the quick action, add it to the case page layout so it’s available for support reps to use. To let your support reps send the new case owner an email, enable Notify Case Owner of New Case Comments from the Support Settings page in Setup. #### See Also - [Add Quick Actions to the Case Page Layout for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") - [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&release=264.0.0&type=5 "Support settings can help you automate case management. Choose email templates, default case owner, case notifications, and more.") # Create a Change Request To roll out a solution to a problem and resolve an incident, create a change request. ### Required Editions
View supported editions.
1. From the Service Console, click the dropdown, and select **Change Requests**. ![Change Requests in the navigation bar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_change_request_nav.png) 2. Select **New**. ![New Change Request window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_change_request.png) 3. Enter information such as the reviewer name or remediation plan, and then save your changes. After you create a change request, you can use work plans and work steps to outline the actions needed to resolve the incident. # Create a Change Status Quick Action for Cases Before you can use case feed in Lightning Experience, you must recreate the Change Status publisher as a quick action. ### Required Editions
View supported editions.
User Permissions Needed
To set up cases for Lightning Experience:

Manage Cases

AND

Customize Application
1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Update a Record**. 4. For Standard Label Type, select **Change Status**. 5. Click **Save**. 6. To choose the fields users see, customize the action’s layout. 7. Click **Save**. After you define the quick action, add it to the case page layout so it’s available for support reps to use. #### See Also - [Set Up Cases for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex.htm&release=264.0.0&type=5 "Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys.") - [Add Quick Actions to the Case Page Layout for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") # Create a Channel Menu Deployment To add a menu of contact channels to your website or Experience Cloud site, start by creating a channel menu deployment in Setup. After you create your menu deployment, you can add items to the menu and customize its branding. ### Required Editions ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Channel Menu code snippets created before August 8, 2025 use legacy infrastructure that’s in maintenance mode and scheduled for retirement on July 1, 2026. If you’re using a code snippet generated before August 8, 2025, we recommend updating it to avoid future disruptions. Generate a new snippet from the Get Code section under the deployment settings for your existing Channel Menu deployment and update your webpage. Learn more in [help](https://help.salesforce.com/s/articleView?id=service.embedded_menu_code_snippet.htm&type=5&language=en_US).
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
To create and edit Salesforce sites: Customize Application
To edit public access settings for Salesforce sites: Manage Users
1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click **New Deployment**. ![Channel menu deployments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_deployment.png) 3. Give the menu deployment a name that is easy to remember (spaces are OK). Customers can’t see this name on your site. 4. Add your API name without spaces. 5. Set the site endpoint. 6. Enable guest access to the Support API for the site you use for the channel menu. 1. From Setup, enter Sites in the Quick Find box and select **Sites**. 2. Click your site, then click **Edit**. 3. Select **Guest Access to the Support API**. Move the quick actions associated with your deployment from Available Quick Actions to Selected Quick Actions. Then, click **Save**. # Create a Child Configuration Item Type Create a child configuration item (CI) type in Configuration Management Database (CMDB) to manage a more specific category of assets in a parent CI type. A child CI type organizes related assets into a structured hierarchy. It applies shared attributes and rules to similar infrastructure components. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create child configuration item types: IT Service Configuration Item Type Manager
Use child CI types when you need to define subcategories within a broader asset group. For example, in a parent CI type like Workstation, you can create a child CI type called virtual workstation to track cloud-based desktops separately. This approach improves data clarity and helps teams apply consistent standards to similar assets. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Type Manager**. 4. In the Configuration Item Type Manager list, click the parent CI type. 5. In the record page, click **New Child Item Type**, and then complete the details: | Field | Description | | --- | --- | | Name | Name for the new child CI type. For example virtual workstation. | | Description | Description of the asset category that this child CI type represents. | | Mark as Component | Classification that identifies CIs of this type as parts of larger systems or services. For example, hard drive can be a component of a database server. | 6. Click **Save**. The new child CI type appears in the Configuration Item Type Hierarchy section of the parent CI type's record page. # Create a Close Case Quick Action To give your support reps the Close Case action in Lightning Experience, create an action and add it to the case page layout. ### Required Editions
View supported editions.
User Permissions Needed
To set up cases for Lightning Experience:

Manage Cases

AND

Customize Application
As of Spring '20, Closed status values for Case are no longer visible by default in Lightning Experience and are tied to the Support Settings "Show Closed Statuses in Case Status Field" setting. Salesforce orgs with Groups edition no longer see Closed status options for inline editing. Enable "Show Closed Statuses in Case Status Field" to let users closed a case via the Status field, or add the Close Case action. The Close Case button is included with Salesforce Classic. However, you must create it in Lightning Experience. 1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Update a Record**. 4. For Standard Label Type, select **None**. For Label, enter Close Case. The Name field is auto-filled. Optionally, enter a description and success message. ![Screenshot of the action details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex_create.png) 5. Click **Save**. 6. To customize the action layout to display only the Status and Internal Comments fields, remove the other fields, and click **Save**. ![Screeshot of the action layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex_create_layout.png) 7. In the Predefined Field Values section, click **New**. 8. Assign the Status field the **Closed** field value, and click **Save**. ![Screenshot of the action's predefined values.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex_create_predefine.png) 9. Go to the Case Page Layouts setup page, and [edit your case layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout."). Drag the new quick action to the Salesforce Mobile and Lightning Experience Actions section, and click **Save**. When a support rep clicks the action from the Service Console, the Status field displays Closed. Support reps can now close a case with two clicks—one for the action button and one to save. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example ![Screenshot of the Close Case action in the case feed publisher.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_close_action_lex.png) #### See Also - [Create a Case Comment Quick Action](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_case_comment.htm&release=264.0.0&type=5 "To let your support reps create case comments from the case feed publisher in Lightning Experience, create a Case Comments quick action and add it to the case page layout.") # Create a Compliance Audit for IT Compliance Create a Compliance Audit record to define the scope, type, and timeline for an audit engagement. The audit captures who requested the audit, what framework or regulation it covers (such as ISO 27001 or internal governance), and the observation and execution windows. It serves as the parent for all evidence requests and tracks the overall audit lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create compliance audits: Compliance Admin permission set
All evidence requests created under the audit roll up to the audit's Evidence tab, giving you a complete view of the evidence collected for the engagement. You can clone one of the predefined audits available as samples with Evidence Management, or create a new audit when no sample fits your needs. 1. From the App Launcher, open the **Evidence Hub** app. 2. Go to the **Compliance Audits** tab. 3. Create the audit. - To start from scratch, click **New**. - To start from a sample, open a **\[SAMPLE\]** audit that fits your engagement, click **Clone**, and edit the cloned record. 4. Fill in the compliance audit details: - Audit Name. A descriptive name that identifies the audit engagement and period, like **GMRI-2026 Resilience & Storage Compliance Audit - Q3**. - Description. A summary of the audit scope and objectives, such as the regulatory clauses being reviewed and the systems in scope. - Type. The nature of the audit engagement. Select the type that matches your audit: - **Internal Audit**. Audits conducted by your organization's internal audit team to assess compliance with internal policies and controls. - **External Audit**. Audits performed by third-party auditors to verify compliance with external standards or regulations. - **Compliance Certification**. Audits aimed at achieving or renewing certifications such as ISO 27001 or PCI-DSS. - **Regulatory Assessment**. Audits mandated by regulatory bodies to ensure adherence to industry-specific regulations. - **Vendor Assessment**. Audits of third-party vendors to evaluate their compliance and security posture. - **Observation Dry-Run**. Practice audits conducted to prepare for an official audit without formal reporting requirements. - Requested By. The person or team who initiated the audit. This is typically the audit program manager, compliance officer, or the business unit sponsoring the audit. - Audit Observation Start Date. The date when the audit observation period begins. This is the start of the time window during which the auditor observes or collects evidence about the organization's compliance posture. - Audit Observation End Date. The date when the audit observation period ends. - Audit Execution Start Date. The date when the audit work itself begins. This is when the audit team starts actively reviewing evidence, conducting interviews, and performing tests. - Audit Execution End Date. The date by which all audit work must be complete, including evidence review, findings documentation, and report preparation. - Parent. Optional. If this audit is part of a multi-year audit program or a parent audit engagement, link it to the parent audit record. This creates a hierarchy that helps you track related audits over time. 5. Save the record. The audit is created in **Draft** status with an auto-generated audit number (for example, **AUD-00027**). The audit appears on the **Compliance Audits** tab in the Evidence Hub. ![Example: creating a quarterly resilience and storage audit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: creating a quarterly resilience and storage audit Cumulus Bank's Risk Managers team is preparing for the Q3 2026 internal audit of resilience and storage compliance for their Green Municipal Resilience Initiative (GMRI). The audit program manager creates a new Compliance Audit: - Audit Name: GMRI-2026 Resilience & Storage Compliance Audit - Q3 - Description: Verification of mandatory 20% battery storage capacity for all new solar/wind installations greater than 50MW. Reviewing technical telemetry logs for frequency response compliance (Clause 4) and cybersecurity protocol adherence (Clause A). - Type: Internal Audit - Requested By: Risk Managers - Audit Observation Start Date: 7/1/2026 - Audit Observation End Date: 9/30/2026 - Audit Execution Start Date: 10/5/2026 - Audit Execution End Date: 10/15/2026 After saving, the audit is created with audit number AUD-00027. The audit program manager then creates evidence requests under this audit to collect the required proof for each compliance clause. Now create evidence requests under this audit. As evidence requests are fulfilled and verified, you can track the overall audit progress from the Compliance Audit record. # Create a Configuration for the Field Service Mobile App Use the Field Service Mobile App Builder to configure what tabs are available within the Field Service mobile app and assign those configurations to profiles. ### Required Editions
User Permissions Needed
For admins to create and manage email templates and content in a builder: Customize application
For mobile app users to customize using App Setup menu options: Custom applications for Field Service mobile
1. From Setup, in the **Quick Find** box, enter Field Service Mobile App Builder, and then select **Field Service Mobile App Builder**. ![Quick Find screen open with Field Service Mobile App Builder highlighted in the list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_image_mber_setup.png) 2. Click **New Configuration**. 3. Give your configuration an app name. 4. To populate the API Name field, click in the box, and then click **Save**. The Field Service Mobile App Builder user interface opens. # Create a Configuration Item A configuration item (CI) represents a physical or virtual asset in your IT environment. Create CI manually when setting up Configuration Management Database (CMDB) or when you need to capture a new asset that isn’t detected through discovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create configuration items (CIs): IT Service Configuration Item Owner
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Configuration Items**, and then select **All Configuration Items**. 3. Click **New**. 4. Provide these details: | Field | Description | | --- | --- | | Name | Enter a name that clearly identifies the asset. | | Owner | Search and select the user responsible for the asset. | | Configuration Item Type | Select the type of CI, such as Windows Host, AWS EC2 Instance, or Linux Server. | 5. Click **Save**. The configuration item appears in the **All Configuration Items** list. You can view CIs that you own in the **My Configuration Items** list. # Create a Configuration Item Attribute Capture specific asset metadata, such as license details, application name, and hardware identifiers. Each attribute defines a field on the CI record. You can reuse an attribute across multiple configuration item types. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create configuration item attributes: CMDB Admin OR CMDB Standard User
   
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Attributes Manager**. 4. Click **New CI Attribute** and then provide these details.
Field Description
Name Name of the attribute. For example, acquisition date, server role, or license key.
Attribute Set Name Attribute set that must be linked to this attribute. For example, asset primary information or network adapter details.
Type Data type of the attribute. Supported types include integer, boolean, double, text, picklist, date, and lookup relationship.

Lookup Relationship lets you link a configuration item attribute to another Salesforce record. Use this type to reference related business or operational data, such as owners, accounts, or cost centers, without duplicating information.
API Name Unique API name of the attribute. For example, bios_serial_number, cpu_manufacturer, and installed_software_version.
Mark as Mandatory Indicates whether the attribute is required for all configuration items using this attribute.
Mark as Key Attribute Indicates whether the attribute appears as a key attribute on the CI record. The key attributes of a CI can be filtered using Show Key Attributes in a CI record page. For more information on Show Key Attributes, see Configuration Item Record and Tabs.
5. Save the changes. The attribute is added under the associated attribute set in the CI Attributes Manager list. # Create a Configuration Item Attribute Set Use attribute sets to organize metadata into logical sections for faster navigation and improved readability. Logical sections include system details, installed software, license information, and other related groups. Attribute sets group related configuration item (CI) attributes together so they appear as collapsible sections on the CI record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create configuration item attribute sets: IT Service Configuration Item Type Manager
Organizing attributes into clear sections helps users locate and understand critical details during asset investigation. For example, create an attribute set called hardware and network to hold fields like CPU count, server state, and network adapter. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Attributes Manager**. 4. Click **New CI Attribute Set**. 5. In the **Name** field, enter the name of the attribute set. The name appears as the section header on CI records. For example, instance details, software details, or device details. 6. Save the changes. The attribute set is added to the CI Attributes Manager list. # Create a Configuration Item Type Define a new configuration item (CI) type to represent a specific asset category in Configuration Management Database (CMDB). Each CI type includes required attributes, relationships, and rules that apply to the assets it manages. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create configuration item types: IT Service Configuration Item Type Manager
1. From App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Type Manager**. 4. Click **New** and then complete the details:. | Field | Description | | --- | --- | | Configuration Item Type Name | Name for the new CI type. For example, database server, laptop, or load balancer. | | Parent Configuration Item Type | CI type that serves as the parent. Use this field to create a hierarchy and group similar CI types together. For example, the laptop CI type can be a child of the CI type named device . | | Description | Description of the type of assets this CI type represents. For example, CI type for all business laptops. | | Mark as Component | Classification that identifies CIs of this type as part of larger systems or services. For example, hard drive can be a component of a database server. | 5. Click **Save**. The CI type is added to the Configuration Item Type Manager list. # Create a Contact Center Before creating a contact center in Salesforce org, you must create AWS artifacts and external client app. ### Required Editions
View supported editions.
- **[Create an Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_create_connect_instance.htm&release=264.0.0&type=5)** The Amazon Connect instance must use SAML 2.0 based authentication. - **[Create AWS Artifacts for SCV](https://help.salesforce.com/s/articleView?id=service.voice_AWS_artifacts.htm&release=264.0.0&type=5)** You must create the AWS artifacts before creating the contact center. - **[Create Local External Client App for Manually Integrated Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_create_connected_app.htm&release=264.0.0&type=5)** Create the external client app before creating the contact center. - **[Create the Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_flex_create_cc.htm&release=264.0.0&type=5)** You can create a contact center in your Salesforce org either from the UI by uploading the contact center definition file in XML format or by triggering the metadata API. # Create a Conversation Intelligence Rule to Trigger an Action To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page. ### Required Editions
View supported editions.
User Permissions Needed
To create a Conversation Intelligence rule Customize Application
You can also create a rule triggered by matching keywords detected in a conversation. This is useful for messaging channels where keywords spoken or typed by the agent or customer trigger a Next Best Action recommendation. Configure one rule per NBA recommendation per service channel. 1. From Setup, in the Quick Find box, enter Conversation Intelligence Rules, and then select **Conversation Intelligence Rules**. ![Rules page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_setup_ConversationIntelligenceRules.png) 2. To create a rule, click **New**. 3. Enter the rule details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To auto-populate the Developer Name, tab through the Rule Label field. You will reference both the Rule Label and the Developer Name when you configure the Recommendation Strategy flow. You’ll use the Developer Name as the condition value in the Decision element of the flow. 4. Select one of these actions. | Action | Description | | --- | --- | | Update Next Best Action | Recommend the next best action to the service rep. When triggered, the rule passes signal data to a Recommendation Strategy flow, which retrieves and displays the appropriate recommendation in the Einstein Next Best Action component on the record page. You must configure one rule per NBA recommendation per service channel. See [Set Up a Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_nba.htm&release=264.0.0&type=5 "If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies."). | | Run Autolaunched Flow | If you choose Run Autolaunched Flow, you must select an autolaunched flow. Only active autolaunched flows appear in the selection dropdown. If an autolaunched flow is deactivated or deleted after creating the rule, the flow is removed from the rule. No action will be taken until you update the rule with another flow. See [Set Up an Autolaunched Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_autolaunched_flow_setup.htm&release=264.0.0&type=5 "Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow."). | | Alert Supervisor | Send an alert to the supervisor. | | Alert Support Rep and Supervisor | Send an alert to the support rep and the supervisor. | 5. In the Service Channel Instance field, select the service channel. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip This rule applies to this service channel instance only. To use the same NBA recommendation across multiple channels (for example, both voice and web chat), create a separate conversation intelligence rule for each channel pointing to the same Recommendation Strategy flow. 6. To trigger the rules based on a signal: 1. In the Trigger Type field, select **Signals from an intelligence source**. 2. Select the intelligence signal source. ![Conditions in the Create Rule page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_create_rule3.png) 3. Create a condition for each signal value. The signal value must match the category name that you defined in your telephony system. You can add up to 5 conditions. ![Conditions in the Create Rule page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_create_rule2.png) 7. To trigger the rule using keywords: 1. In the Trigger Type field, select **Matching keyword**. 2. In the Detect Keywords Mentioned By field, select the person to monitor: **Agent**, **Customer**, or **Either**. 3. Enter the keywords that should trigger the NBA. Use words specific to the NBA that you want to display. Avoid overly general terms that could trigger recommendations in unintended contexts. 8. Repeat this process to create one rule per NBA per channel. Whenever the signal or matched keyword is detected during a phone conversation, the action defined in the rule is triggered. In this example, the signal triggers the next best action if the category name is Service-Cancellation. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip This rule applies to the service channel instance selected during setup. To use the same NBA recommendation across multiple channels (for example, both voice and web chat), create a separate conversation intelligence rule for each channel pointing to the same Recommendation Strategy flow. # Create a Custom Batch Job Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure custom batch jobs to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file. Specify an active flow to customize execution for your business requirements. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Create a Custom Batch Job for IT Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_create_batch.htm&release=264.0.0&type=5)** Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure a custom batch job to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file. # Create a Custom Batch Job for IT Assets Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure a custom batch job to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create a batch job Salesforce admin profile
To manage flows Manage Flows system permission
Specify an active flow to customize the execution process to your specific business requirements. If you use a file-based batch job, ensure the CSV file contains a column named exactly **Id** and includes a maximum of 10,000 asset record IDs. 1. From **Setup**, in the **Quick Find** box, find and select **Batch Management**. 2. Select **New**. 3. Enter a **Name** and **API Name** for the batch job. 4. For **Process Type**, select **Flow**. 5. In the Execution **Process**, find and select the active flow you want to run. 6. Set **Group**, **Batch Size** (up to 2,000), **Retry Count** (up to 3), and **Retry Interval**, then select **Next**. 7. Select a **Flow Input Variable** that uniquely identifies each record. 8. Select **Asset** as the target object. 9. Define the **Conditions** for processing records by selecting a method: - **Filter Criteria**: Select standard static filter conditions to select records for the batch job. - **File Input (CSV Upload)**: Select this configuration type to support large-volume processing. Provide an input variable that stores the uploaded file's **ContentDocumentId**. 10. Select **Save** and then **Activate**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You can't edit active batch jobs. To track the real-time progress and health of your bulk actions, go to **Monitor Workflow Services** in **Setup**. You can view the overall status, drill down into successfully processed records, or isolate error messages for failed records. # Create a Custom Broadcast Slack Message Template To send broadcast Slack messages that are customized to your business needs, create custom broadcast Slack message templates. By default, the template is set to Incident Updates in Slack (Default). ### Required Editions
View supported editions.
Before you create a broadcast Slack message template, complete the [Service for Slack app setup](https://help.salesforce.com/s/articleView?id=slack.set_up_slack.htm&type=5&language=en_US) and enable broadcast Slack messages. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Set Up Broadcast Slack Message, find Create Custom Templates (Optional), and select **Create Templates**. 3. Under Custom Notification Types, select **New**. 4. Select **Slack** as the notification type. 5. Enter a custom notification name and API. The name shows to users when they create a broadcast Slack message as the template name. 6. Set the object to Incident. 7. Optionally, enter a description, then click **Next**. 8. Set the distribution app to **Service Cloud for Slack**, then select **Next**. 9. Enter a title and body message. This text is what’s sent to users in the Slack channel when a broadcast Slack message is created. To make your broadcast Slack message template dynamically update based on the record’s field, use merge fields. See [Merge Fields in Slack Notifications](https://help.salesforce.com/s/articleView?id=platform.notif_builder_merge_fields.htm&type=5&language=en_US) ![Create a Slack Notification window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_slack_notification_template.png) 10. Optionally, add action buttons. 11. Click **Done**. When a user creates a broadcast Slack message from an incident, they can now select the custom template. ![Template selected in Send a Broadcast Slack Message window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_template_selected.png) # Create a Custom Component to Trigger an Action To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create Aura custom components in Salesforce. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create a custom component, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page. ### Required Editions
View supported editions.
Let’s look at an example where you create a custom component called Voice Intelligence Tester (ConversationIntelligenceTester.cmp). 1. Create the custom component. This custom component subscribes to the Salesforce Voice Aura Toolkit API. ``` ``` ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When you create a custom component, Conversation Intelligence supports using only Salesforce Voice Aura Toolkit API, not Salesforce Voice Lightning Web Component Toolkit API. 2. Create the controller resource (ConversationIntelligenceTesterController.js). This resource subscribes and listens to signals defined in your telephony system rules. ``` ({ onInit: function(cmp, event, helper) { helper.subscribeToVoiceToolkit(cmp); }, onDestroy: function(cmp, event, helper) { helper.unsubscribeFromVoiceToolkit(cmp); } }) ``` 3. Create the helper resource (ConversationIntelligenceTesterHelper.js). This resource listens for the new Toolkit API conversation event, INTELLIGENCE\_SIGNAL, processes each detected signal, and triggers the next best action (NBA) based on the category name defined in your telephony system rule. In this example, it triggers the next best action if the category name is CustomerAttritionRiskWithNegSentiment. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Ensure that the payload attribute name of the updateNextBestActions method matches the input variable label in the Recommendation Strategy flow. In this example, the attribute is category. ``` ({ subscribeToVoiceToolkit: function(cmp) { // Subscribe to the INTELLIGENCE_SIGNAL event type cmp._signalEventListener = $A.getCallback(this.signalEventListener.bind(this, cmp)); cmp.find('voiceToolkitApi').addConversationEventListener('INTELLIGENCE_SIGNAL', cmp._signalEventListener); }, unsubscribeFromVoiceToolkit: function(cmp) { cmp.find('voiceToolkitApi').removeConversationEventListener('INTELLIGENCE_SIGNAL', cmp._signalEventListener); }, signalEventListener: function(cmp, signal) { this.processIntent(cmp, signal); }, processIntent: function(cmp, signal) { var data = cmp.get('v.data'); var events = signal.detail.events; for (var i = 0; i < events.length; i++) { var category = {}; category.category = events[i].value; category.service = events[i].service // Filter the signal and decide the action // CustomerAttritionRiskWithNegSentiment is a category value // defined in the Amazon Connect rule if (events[i].value === 'CustomerAttritionRiskWithNegSentiment') { this.triggerNBA(cmp, events[i].value); } } }, triggerNBA: function(cmp, value) { var params ={ category: [value] }; cmp.find('voiceToolkitApi').updateNextBestActions(cmp.get('v.recordId'), params); } }) ``` #### See Also - [_Lightning Aura Components Developer Guide_: Configure Components for Lightning Pages and the Lightning App Builder](https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/components_config_for_app_builder.htm) - [Salesforce Voice Aura Toolkit API Conversation Events](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lc_toolkit_using_conversation.htm) # Create a Custom Report to See Voice Performance Trends Reports give you access to your Voice channel performance data, which you can examine in almost infinite combinations. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To create report types: Create and Customize Reports AND Manage Custom Report Types
To view Voice channel performance data: Salesforce Voice Contact Center Admin Permission set
To view all Voice Call records, regardless of role: View All Data
Create a custom report type that includes the new Voice objects: - Voice Channel Interaction Event - Voice Channel Interaction Detail Event Then run a report from the new custom report type, and filter Voice fields and report columns to see specific trends. ![Custom report showing voice channel metrics.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_performance_metrics.png) To view VoiceCall attributes in a custom report, add the polymorphic lookup attributes on Source, labeled Metric Source Voice Call ID, of the Voice Channel Interaction Event object. To help users access all necessary Voice Call records in the custom report, assign them a role that has read access for appropriate records, such as those owned by users that report to them. #### See Also - [Reports](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_overview.htm&type=5&language=en_US) - [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) - [Salesforce Voice Performance Metrics Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_performance_metrics_guide.pdf) # Create a Custom Service Graph Layout Create custom service graph layouts to control how configuration items and their relationships appear in the service graph. Custom layouts help you focus on the configuration item types and relationship types that matter most for a specific use case, such as infrastructure dependencies, application topology, or impact analysis. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create service graph layouts: IT Service Configuration Item Manager
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **Service Graph Layouts**. 4. Click **New Layout**. 5. In the **Name** field, enter a name for the service graph layout. 6. Expand **Configuration Item Types**, and then select the configuration item types to include in the layout. 7. Expand **Configuration Item Relationship Types**, and then select the relationship types to include in the layout. 8. If you want to include configuration items discovered from external sources, select **Includes external configuration items**. 9. If you want to include configuration items discovered from external sources, select **Includes external configuration items**. The service graph layout is available in the service graph viewer. You can apply the layout when viewing a service graph from a configuration item record to visualize relationships based on the selected configuration item types and relationship types. # Create a Custom Trunk Set up your voice connection exactly the way you want it, with complete control over trunk configuration, inbound routing, and outbound termination settings. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To set up a trunk:

Agentforce Contact Center Admin (Salesforce Voice) permission set

Learn how to view permissions in this permission set.
1. From Setup, use Quick Find to open **Trunks**. 2. Click **New Trunk**. 3. Select the trunk type as **Custom**. 4. Under trunk details enter a name for your trunk. 5. For Salesforce Media Region, select a region closest to your carrier. 6. By default, the Protocol is set to Transport Layer Security (TLS) . 7. For **SIP ACL IP Address**, enter the IP addresses or Classless Inter-Domain Routing (CIDR) ranges that your carrier uses to send SIP traffic. Separate multiple entries with commas (for example, 192.168.1.2, 192.168.1.3/24). 8. In the Inbound section, the SIP address is set to sip.salesforce.com. This is the address your carrier must route your inbound calls to. Make a note of this address. 9. Optionally, if you want Salesforce to verify your carrier's identity on inbound calls, turn on Authentication and enter a username and password. 10. In the Outbound section, for **SIP Termination**, add one or more endpoints where Salesforce routes outbound calls. Enter a host (Fully Qualified Domain Name (FQDN) or IP address of your carrier's SIP endpoint) and a port (example, 5060 or 5061). To add more termination endpoints, click ![Icon to add more termination endpoints.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_add_number_icon.png). 11. Optionally, under Custom Headers, add key-value pairs to include in outbound SIP messages. Enter a key (example, X-Client-ID) and a value (for example, CID-99283). To add more headers, click ![Icon to add more key value pairs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_add_number_icon.png). 12. If your carrier requires Salesforce to authenticate for outbound calls, turn on digest authentication and enter the username and password. 13. Click **Submit**. # Create a Custom Voice Configuration Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To create a custom voice configuration:

Agentforce Contact Center Admin (Salesforce Voice) permission set.
When users are assigned native contact center permissions in your org, a default voice configuration is automatically created for them even before any admin setup. You only need to create additional configurations if you want to override the default for specific users, profiles, or business units. Every rep's outbound calls resolve to exactly one voice configuration, based on this precedence, from highest to lowest priority: - User-level assignment – A voice configuration that's assigned directly to the user.. - Profile-level assignment – A voice configuration assigned to the user's profile. - Org default – The voice configuration marked as the org-wide default, used when no user- or profile-level configuration has been assigned. 1. From Setup, in the Quick Find box, enter Voice Configuration, and then select **Voice Configuration**. 2. Click **New Voice Configuration**. 3. Configure these settings: - **Name**: A descriptive name for the configuration (for example, UK Sales or Europe Collections). - **Call Origination Flow**: The flow where you configured custom outbound call attributes. For details on how to create this flow, see [Create a Call Origination Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_origination_flow.htm&release=264.0.0&type=5 "Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep."). Only active autolaunched flows are available to select from. - **Fallback Caller ID**: Select a number that's enabled for CLI. If other numbers in your flow are unavailable, then this number is used as CLI. To set the fallback caller ID, provision [a number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center.") and enable it for outbound calls. - **Region**: The default country or region code to apply (for example, +44 for the UK or +33 for France). This code is automatically added to any dialed number that's missing a country code. 4. Click **Next**. 5. Select the individual user or profile you want to assign the configuration to. If you select a profile, all users assigned to the profile have the CLI number that you’ve configured. If the number from the flow and the fallback caller ID aren't available, the system uses the org-wide default CLI. 6. Click **Next**. 7. Review your choices and click **Save**. Repeat these steps to create additional voice configurations for other business or regional needs. You can create, edit, or delete voice configurations at any time. Deleting a configuration reverts any users or profiles that referenced it back to the next-highest configuration in the precedence order. # Create a Customer Experience Intelligence Analytics App Set up and configure Customer Experience Intelligence Analytics for your team to access the dashboards. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Experience Intelligence is enabled
User Permissions Needed
To create a Customer Experience Intelligence Analytics app:

Customer Experience Intelligence Admin

AND

CRM Analytics Plus Admin
To assign permission sets:

Assign Permission Sets
1. From **Setup**, enter Customer Experience Intelligence in the Quick Find box, and then select **Customer Experience Intelligence**. 2. On the Customer Experience Intelligence page, click **Set Up Customer Experience Intelligence Analytics**. 3. Assign user permissions. For users who manage the Customer Experience Intelligence Analytics dashboards, assign the CRM Analytics Plus Admin and Customer Experience Intelligence Analytics Admin permission sets. For users who need read-only access to the dashboards, assign the CRM Analytics Users and Customer Experience Intelligence Analytics User permission sets. 4. Enable CRM Analytics. 5. Enable Customer Experience Intelligence Analytics. The app installation process can take up to 24 hours. The installation status shows on the Customer Experience Intelligence Analytics Setup page. If the app doesn’t have sufficient prerequisites, the installation is skipped with a message explaining steps to meet the prerequisites. # Create a Data 360 Salesforce Connection Connect Data 360 to your org to establish a secure data pipeline that unifies customer service history with real-time product activity for a complete view of the customer. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
User Permissions Needed
To access Data 360 Setup: System admin profile OR Data 360 Architect permission set
To manage Data 360: Data 360 Architect permission set
To manage Agentforce Service (formerly Service Cloud): Service Cloud User permission set
To create and manage Agentforce Service agents: Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note S​ervice Cloud is now ​A​gentforce Service. You may see references to S​ervice Cloud in Salesforce applications and documentation. Make sure that you have Data 360 Architect and Service Cloud Admin permissions. Proactive Service requires a link between Data 360 and Agentforce Service to unify customer data. This connection triggers the system to monitor service history and product signals to identify customers who need assistance before they log a case. 1. From the App Launcher, find and select **Data Cloud**. 2. In Data Cloud, click the gear icon and then select **Data Cloud Setup**. 3. In the Quick Find box, find and select **Salesforce CRM**. 4. Click **New**. 5. Select **Connect to a Salesforce org**. 6. Authenticate the connection and select **Allow** when prompted. #### See Also - [Salesforce CRM Connector.](https://help.salesforce.com/s/articleView?id=data.c360_a_salesforce_crm_connector.htm&language=en_US) # Create a Data 360 Salesforce CRM Connection Before installing the Service data kit and Field Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For Summer ‘24, Field Service Intelligence supports only an internal Salesforce connection. 1. On the Field Service Intelligence setup page, click **Connect** for the **Create the Data Cloud Salesforce CRM Connection** step. 2. Ensure you have an internal Salesforce connection. 1. If no connections are listed, click **Connect**. Then click **Connect** again for the Salesforce org. 2. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click **New** and then click **Connect** for the Salesforce org. Your Salesforce org is now connected as a data source and data action target. # Create a Data 360 Salesforce CRM Connection Before installing the Service data kit and Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Intelligence currently supports only an internal Salesforce connection. 1. On the Service Intelligence setup page, click **Connect** for the Create the Data Cloud Salesforce CRM Connection step. 2. Ensure you have an internal Salesforce connection. 1. If no connections are listed, click **Connect**. Then click **Connect** again for the Salesforce org. 2. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click **New** and then click **Connect** for the Salesforce org. ![Shows the internal Salesforce connector for Data 360.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_salesforce_crm_connector.png) Your Salesforce org is now connected as a data source and data action target. #### See Also - [Set Up the Salesforce CRM Connection](https://help.salesforce.com/s/articleView?id=c360_a_set_up_crm_connection.htm&language=en_US) # Create a Data 360 Salesforce CRM Connection for Service AI Adoption and Analytics Before installing the Feature Usage data kit and Service AI Adoption and Analytics, connect Data 360 to Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Permission Sets Needed
To manage Data 360:

Data Cloud Architect permission set

OR

Data Cloud User permission set

OR

Data Cloud One User permission set for companion orgs
To install the Service AI Adoption and Analytics app: Service AI Unified Analytics User permission set
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. 1. On the Service AI Adoption and Analytics setup page, go to the Setup tab. 2. In the Set Up Data 360 section, to set up Data 360 and connect to Tableau Next, click **Setup**. 3. Ensure that you have an internal Salesforce connection. 1. If you don’t see any connections listed, click **Connect**. Then, click **Connect** again for the Salesforce org. 2. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click **New**, then click **Connect to a Salesforce org**, and click **Next**. Enter an alias for your Salesforce CRM connector and click **Proceed**. Your Salesforce org is now connected as a data source and data action target. # Create a Data 360 Salesforce CRM Connection for Service Insights Before installing the Service data kit and Service Insights, connect Data 360 to Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Insights currently supports only an internal Salesforce connection. 1. On the Service Insights setup page, click **Connect** for the Create the Data 360 Salesforce CRM Connection step. 2. Ensure you have an internal Salesforce connection. 1. If no connections are listed, click **Connect**. Then click **Connect** again for the Salesforce org. 2. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click **New** and then click **Connect** for the Salesforce org. ![Shows the internal Salesforce connector for Data 360.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_salesforce_crm_connector.png) Your Salesforce org is now connected as a data source and data action target. # Create a Data Category Group Data categories offer an alternative type of categorization for catalog items. Data categories are used with other Service products such as Knowledge. Organizing catalog items under a data category makes those catalog items viewable on LWR sites. ### Required Editions
View supported editions.
1. From Setup, in the Quick Find box, enter Service Catalog, and under Process Automation, select **Service Catalog**, then select **Catalog Settings**. 2. On the Catalog Categorization Method dropdown, select **Data Categories**. 3. Click **Categories Builder**. Data Categories Setup appears. 4. To create a data category group, click **New**. 5. Enter a name and a description for your data category group. 6. Click **Save**. Your new data category group is saved in an inactive state. 7. To activate your data category group, under Inactive Category Groups, hover over your data category and click the Activate Category Group icon (![Edit Category Group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categorygroup_activate.png)). 8. To add sibling categories, hover over your category, and then select **Actions** | **Add Sibling Category**. 9. To add child categories, hover over your category, and then select **Actions** | **Add Child Category**. You can have up to 5 levels in a data category group hierarchy. You can add sibling and child data categories before or after activating. 10. Save your work. You can edit and delete created data category groups, and data categories within data category groups. Return your data category group to an inactive state before you delete it. If you delete a data category that has category items in it, reassign those catalog items to another data category. Catalog items without a data category appear in Catalog Management under Items without categories. #### See Also - [_Salesforce Help_: Work With Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&type=5&language=en_US) # Create a Default Account for Discovered Configuration Items Without an Owner Capture details about configuration items (CIs) that don’t have owner information by creating a default account. All assets found during the discovery process must be related to an Account ID or Contact ID, so the default account acts as a placeholder for the unassigned assets. This account is only used to create new assets. If an asset exists and matches a rule, the system updates the existing asset fields. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
1. From the Salesforce Go page, find and select **Configuration Management Database (CMDB)**. 2. Click **Go to Account**. 3. Click **New**. 4. Select a record type. - If you’re using a business account, enter the account name. - If you’re using a person account, for Last Name, enter ASSET\_CI\_SYSTEM\_ACCOUNT. 5. Save your changes. # Create a Default Phone Channel To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
Before you create a phone channel: - [Create a Voice contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") - For Amazon Connect users, [claim your phone number in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5 "Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice).") Unless you set up your contact center to [route calls directly to and from reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls."), outbound calls can be linked only to a default phone channel. 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, depending on your telephony provider, and then select **Amazon Setup** or **Partner Telephony Setup**. 2. Under Configure Default Phone Channel, click **Edit**. ![Configure Default Phone Channel option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_default_phone.png) 3. By default, the default phone channel is named DefaultVoiceChannel. To rename it, enter a new channel name. 4. To set up default voice call routing regardless of the contact center, select a routing type for the default phone channel, and select a queue or Omni-Channel flow. ![Edit default phone channel and its routing window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_edit_default_channel.png) 5. Save your changes. # Create a Dialog from an Einstein Conversation Mining Report Create a bot dialog based on a contact reason directly from Einstein Conversation Mining. ### Required Editions
View supported editions.
1. Select a report and click the summary name of a topic. 2. Select some excerpts, and then click **Create New Dialog**. 3. Select whether to create an intent or add to intent. 1. If you select to create an intent, choose whether to create an intent set or add to an intent set. Then, select or add your intent set, and include details about your new intent. 2. If you choose to add to an intent, select the intent set and intent. 4. Select the bot name and bot version, and give the bot dialog a name. 5. Click **Finish**. Selecting to add a dialog to an active bot version creates an inactive version of the bot. After the dialog wizard is complete, go to the new inactive version to view your changes and activate the bot to test it. # Create a Discovery Target Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB). ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
To manage discovery application: IT Service Asset Discovery
Before you create a discovery target, prepare the target systems and confirm that they meet the connectivity and access requirements for the probe that you plan to use. For more information, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). You can create a new discovery target using the common configuration fields available across all target types. For details about fields unique to specific target and probe types, see [Configuration Fields for Target Categories and Probe Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_target_fields.htm&release=264.0.0&type=5 "Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately."). 1. From App Launcher, find and select **CMDB and Service Graph**. 2. From the navigation panel, select **Discovery & Scanning**, and then select **Targets**. 3. Click **New**. 4. Select a the required target tategory and probe type, and then click **Save and Continue**. 5. Provide these details: | Field | Description | | --- | --- | | Target Name | Name for the scan target. Use a name that clearly identifies the environment or range being scanned. | | Description | Summary of the target’s purpose or scope. | | Location | Logical or physical location of the target. Helps to organize and identify where scans are performed. | | Enabled | Determines whether the target is active. Enable the target to include it in scheduled or manual scans. | | Scan Frequency | Defines how often the scan runs. You can choose immediate, daily, or weekly. | 6. If you want to save the configuration without running the scan, click **Save as Draft** 7. If you want to save the configuration and immediatel run the scan, click **Save and Run** You can edit the configuration and run it later. The discovery target is added to the Targets list. If you had selected **Save and Run**, the scan job starts immediately and is added to the Scan Jobs list. You can review scan results and logs in the Scan Jobs page. # Create a Discovery Target for Jamf Pro Create a Jamf Pro discovery target to bring managed Apple device data into CMDB. Keep endpoint Configuration Items (CIs) accurate and up to date. Configure the integration connection, review field mappings, and run discovery using Salesforce Flow. Populate CMDB with managed Mac computer and mobile device data, and support IT operations that rely on accurate CI data. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
To manage discovery: IT Service Asset Discovery
To create and manage the Jamf connection: Manage Integration Connections
To create and activate the integration flow: Manage Flow
To use the integration template as a non-admin user: App Framework Manage Template
To keep connector usage unmetered: Unmetered Base AI Usage for Service Desk permission set
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important CMDB integrations are powered by MuleSoft flow connectors, which consume automation credits. Before you create a discovery target, assign the Unmetered Base AI Usage for Service Desk permission set to each user who creates or manages discovery targets. The permission set keeps the connector usage unmetered so that it doesn't count toward your credit consumption. Complete these steps before you create the target. - Turn on Jamf discovery in Salesforce Go. For more information, see [Set Up Discovery using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_salesforcego.htm&release=264.0.0&type=5 "Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow."). - Make sure that the FlowIntegrationAddOn license is enabled for your org. Jamf discovery runs on Salesforce Flow. - Create an API role and API client in Jamf Pro. Create an API role and client in Jamf Pro to get the OAuth details for the Jamf connection. In the Jamf Pro admin console, complete these steps: - Go to **Settings** | **System** | **API Roles and Clients**. - Create an API role, and assign the Read Computers, Read Mobile Devices, and Read Licensed Software privileges. - Create an API client, assign the API role, and enable the client. - Capture the Client ID, and generate and copy the Client Secret. - Note your Jamf Pro instance URL, such as `https://yourcompany.jamfcloud.com`. For more information, see [API Roles and Clients in the Jamf Pro documentation](https://learn.jamf.com/r/en-US/jamf-pro-documentation-11.14.0/API_Roles_and_Clients). 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. From the navigation panel, select **Discovery & Scanning**, and then select **Targets**. 3. Select **New**. 4. In Target Categories, select **MDM & Device Management**. 5. In Probe Types, select **Jamf**, and then select **Save and Continue**. 6. Enter a target name. 7. Optionally, enter a description. 8. Configure the Jamf connection. 1. In Jamf Connection, select **New Connection**. 2. Enter the connection details from your Jamf API client. | Field | Value | | --- | --- | | Connection Name | A descriptive name for the connection. | | Client ID | The Client ID from your Jamf API client. | | Client Secret | The Client Secret from your Jamf API client. | | URL | Your Jamf Pro instance URL, such as `https://yourcompany.jamfcloud.com`. | | Token URL | `https://{jamf-instance}/api/oauth/token` | 3. Replace `{jamf-instance}` in the Token URL with your Jamf Pro instance hostname. 4. Save the connection. The connections that you create appear in the Jamf Connection field. 5. Test the connection to confirm that Salesforce can authenticate with Jamf Pro. 9. In Scan Frequency, select one of these options: | Option | Description | | --- | --- | | 60 Minutes | Refreshes device and software data every 60 minutes. | | Daily | Refreshes device and software data every day based on the schedule that you set. | 10. Turn on Enabled to activate discovery for the target. 11. Select **Next**. 12. On the Field Mapping page, review how CMDB fields map to Jamf fields for each device category. These are the default mappings. You can review the mappings on this page, but you can't edit them. To customize mappings, edit the flow after you create the target. 1. Select the **Compute** tab to review mappings for Mac computers and installed software. 2. Select the **Mobile Devices** tab to review mappings for mobile devices. For more information, see [Considerations for Mapping Jamf Fields to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_field_mapping.htm&release=264.0.0&type=5 "Learn how Jamf device data maps to CMDB fields. See which fields identify devices and how CMDB formats certain values. Use these considerations to interpret discovered data correctly and to decide when to customize the mappings."). 13. Select **Save**. 14. On the Integration Flows page, review the linked Salesforce flows for Jamf discovery. If a flow doesn't load, retry or resolve the issue before you continue. CIs are created or updated based on the field mappings and identification rules. When the target is enabled, discovery runs on the schedule that you set. Open the **Scan Jobs** page to monitor progress. Each Jamf target creates two scan jobs, one for computers and one for mobile devices. Each scan job shows a summary of resources by type and a detailed list of new and updated CIs. # Create a Discovery Target for Microsoft Intune Create a Microsoft Intune discovery target to bring managed device data into CMDB and keep endpoint configuration items (CIs) accurate and up to date. Map Intune device attributes, validate the integration connection, and run discovery using Salesforce Flow. Populate CMDB with managed computer and mobile device data, and support IT operations that rely on accurate CI data. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
To manage discovery: IT Service Asset Discovery
To create and manage the Intune connection: Manage Integration Connections
To create and activate the integration flow: Manage Flow
To use the integration template as a non-admin user: App Framework Manage Template
To keep connector usage unmetered: Unmetered Base AI Usage for Service Desk permission set
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important CMDB integrations are powered by MuleSoft flow connectors, which consume automation credits. Before you create a discovery target, assign the Unmetered Base AI Usage for Service Desk permission set to each user who creates or manages discovery targets. The permission set keeps the connector usage unmetered so that it doesn't count toward your credit consumption. Complete these steps before you create the target. - Turn on Intune discovery in Salesforce Go. For more information, see [Set Up Discovery using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_salesforcego.htm&release=264.0.0&type=5 "Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow."). - Make sure that the FlowIntegrationAddOn license is enabled for your org. Intune discovery runs on Salesforce Flow. - Create an app registration in Microsoft Entra ID. Register an application in Microsoft Entra ID to get the OAuth details for the Intune connection. During registration, complete these steps: - Capture the Application (client) ID. - Create a client secret and capture its Value. - Note the Directory (tenant) ID. - Under API permissions, add these Microsoft Graph application permissions: - `DeviceManagementManagedDevices.Read.All` - `DeviceManagementApps.Read.All` - `User.Read.All` - Grant admin consent for the permissions. For more information, see [Register an application in Microsoft Entra ID](https://learn.microsoft.com/en-us/entra/identity-platform/quickstart-register-app). 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. From the navigation panel, select **Discovery & Scanning**, and then select **Targets**. 3. Select **New**. 4. In Target Categories, select **MDM & Device Management**. 5. In Probe Types, select **Microsoft Intune**, and then select **Save and Continue**. 6. Enter a target name. 7. Optionally, enter a description and location. 8. Configure the Intune connection. 1. In Intune Connection, select **New Connection**. 2. Enter a name and description. 3. Enter the authentication details from your Microsoft Entra ID app registration. | Field | Value | | --- | --- | | Client ID | Application (client) ID | | Client Secret | Client secret value | | URL | `https://graph.microsoft.com/v1.0` | | Scope | `https://graph.microsoft.com/.default` | | Token URL | `https://login.microsoftonline.com/{tenant-id}/oauth2/v2.0/token` | 4. Replace `{tenant-id}` with your Directory (tenant) ID. 5. Save the connection. The connections that you create appear in the Intune Connection field. 6. Test the connection to confirm that Salesforce can authenticate with Microsoft Intune. 9. Turn on Software Sync to discover installed software from Intune-managed devices. Turn off Software Sync to limit discovery to device and hardware data. 10. In **Device Types to Sync**, select the ownership types to include for each device category. Device type selection controls which Intune-managed endpoints Salesforce imports into CMDB. Use this option to align discovery with your organizational policies. | Option | Description | | --- | --- | | Corporate-owned | Syncs only company-owned devices in that category. | | Employee-owned | Syncs only personally owned devices. Use this option for bring-your-own-device (BYOD) policies. | | Both | Syncs corporate-owned and employee-owned devices. | | None | Excludes that device category from discovery. | 11. In **Scan Frequency**, select one of these options: | Option | Description | | --- | --- | | Immediate | Runs discovery as soon as you create the target. | | Daily | Keeps device and software data refreshed every day based on the schedule that you set. | | Weekly | Syncs data every week based on the schedule and days that you set. | 12. Select **Next**. 13. Map Intune fields to CMDB fields for compute devices, mobile devices, and installed software. Mapping makes sure that incoming Intune data aligns with your CMDB data model and identification rules. 1. On the Field Mapping page, review how the Salesforce attributes map to the Intune device attributes for each CI type. 2. Map any unmapped Intune fields to the appropriate CMDB fields. To capture an attribute that isn't mapped by default, create a custom field in CMDB and map the Intune attribute to it. For more information, see [Considerations for Mapping Intune Fields to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_intune_field_mapping.htm&release=264.0.0&type=5 "Review these considerations before you map Intune device attributes to CMDB fields. Learn which mappings you can't change, how certain values are formatted, and how to capture more Intune data. These considerations help you avoid data issues and get accurate device data on the first scan."). 14. On the Integration Flows page, review the linked Salesforce flow for Intune discovery. If a flow doesn't load, retry or resolve the issue before continuing. 15. Select **Create and Run Flow**. CMDB creates or updates configuration items based on your field mappings and identification rules. Select **View Scan Result** to open the Scan Jobs page and monitor progress. CMDB creates a dedicated scan job for each target. Each scan job shows a summary of resources by type and a detailed list of new and updated CIs. # Create a Dynamic WhatsApp Flow To create a dynamic WhatsApp Flow, create an Apex-based form messaging component and then add a Flow format to it. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
To make the Flow dynamic, you can: - Add dynamic references to set Flow properties based on conditions. - Use If and Switch conditional logic to conditionally show screens and content within a screen. - Add conditions based on any input data that the flow receives. - **[Create a Form Based on an Apex Class](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_form_apex_class.htm&release=264.0.0&type=5)** Apex-based forms offer more flexibility than global action-based forms, enabling you to create both static and dynamic WhatsApp messages. To create an Apex-based form, create the Apex class, and then link it to a form messaging component. When the messaging end user submits their responses to the form, Salesforce executes the Apex, sending the data to Salesforce. You must configure how to save that data. - **[Use Case: Use a Switch Element to Show Screens Based on Conditional Logic](https://help.salesforce.com/s/articleView?id=service.messaging_dynamic_whatsapp_flow_switch_element.htm&release=264.0.0&type=5)** Use the Switch screen element to dynamically show or hide content. It compares a single field value against one or more specified values, and then displays the content associated with the first value that is an exact match. If no match is found, it returns the preconfigured default value. Unlike the If element, Switch is limited to performing an exact match comparison on a single field and doesn’t support complex logical operators like AND or OR. - **[Use Case: Use If Condition to Show Content Based on Complex Logic](https://help.salesforce.com/s/articleView?id=service.messaging_dynamic_whatsapp_flow_if_element.htm&release=264.0.0&type=5)** Use the If Condition screen element to dynamically show content or screens. For example, you can use the If Condition to add a footer that navigates to a different screen based on the previous selection. With the If Condition screen element, Salesforce evaluates one or more conditions in sequence and displays the content if the condition evaluates to true. If the condition is false, the logic returns the other preconfigured content. Unlike the Switch conditional logic, If Condition logic supports complex criteria by combining conditions using AND and OR logical operators. - **[Use a Screen Flow to Pass Input Data to a Dynamic WhatsApp Flow](https://help.salesforce.com/s/articleView?id=service.messaging_dynamic_whatsapp_flow_input_data.htm&release=264.0.0&type=5)** The screen flow can collect customer data and securely pass it into variables. These variables can then serve as input for the dynamic WhatsApp Flow that is created with an Apex-based form messaging component. To add personalized content to the message, in the Apex-based form messaging component, add dynamic references to this input data. For example, to schedule a veterinary appointment, the screen flow collects specific details, such as the type of animal and the issue, and dynamically passes this information to the Apex-based form messaging component. - **[Use Case: Use an Endpoint to Populate a Screen with an External Data Source](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_flow_endpoint_use_case.htm&release=264.0.0&type=5)** An endpoint connects an external data source to your Apex form messaging component for dynamic WhatsApp Flows. Present information from an external source on a screen in a form. For example, a doctor’s office could create a form that asks a customer which body part hurts, and then present a list of doctors who specialize in that ailment. - **[Considerations when Adding a Flow Format to a Form](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_flow_form_considerations.htm&release=264.0.0&type=5)** Keep these considerations in mind when you add a Flow format to a form messaging component. # Create a Facebook Messenger Channel Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Facebook Messenger channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To view Facebook Messenger channels: View Setup and Configuration
To create Facebook Messenger channels

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
To authorize Facebook: Customize Application AND Manage Auth. Providers
Before you start, you need a Facebook account, Facebook username and password, and a Facebook page. Use this information to authenticate, or log in, to Facebook so that you can select the Facebook pages to use with Messaging. You must be the administrator of the Facebook page to add the page to Messaging. Create a Facebook messaging channel in Messaging Settings. For faster setup, create a LINE messaging channel using the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude. 1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and select **Messaging Settings**. 2. In the Channels section, click **New Channel** | **Start** | **Facebook Messenger** to create an enhanced channel. 3. Follow the prompts to log into Facebook and select a Facebook page to use with Messaging. You can select only one Facebook page at a time. ![Let's make a connection screen with a button saying Authenticate Facebook](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/fb_auth.png) 4. After completing authentication, click **Next**. 5. In the Chat Acknowledgment field, enter a message that’s sent in response to a customer’s initial message. For example, thank the customer and let them know you’re reviewing their message. 6. Click **Next**. 7. Choose how to route incoming messages to service reps. 1. To set up a basic routing solution from scratch, select **Create a new queue**. The flow walks you through creating a queue and routing configuration and adjusting service rep messaging workload. 2. To use an existing queue or an Omni-Channel flow, which supports more complex routing logic and lets you route to bots, select **Set up routing later**. 8. Complete and exit the flow. 9. If you selected **Set up routing later**, finish configuring your routing. 1. On the Messaging Settings page, find your new channel and click **Edit** in its action menu. Then, go to the Routing section. 2. To route to an Omni-Channel flow, select the Omni-Flow routing type and select a flow and fallback queue. To route to a queue, select the Omni-Queue routing type and select a queue. 3. Save your changes. 10. Now that you’ve set up your channel, take advantage of other features to customize the messaging experience for service reps and customers. Set up notifications for your channel, customize your opt-in and opt-out keywords, create custom auto-responses, add an Einstein bot, and more. See [Increase Messaging Productivity](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5 "Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots."). # Create a Field Service Bundle Manually Create a bundle manually in the Field Service Classic Dispatch Console. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To manage bundles: Field Service Dispatcher
1. In the appointment list, select up to 200 service appointments that you want to bundle together. Make sure to select only service appointments that aren’t already in a bundle. The service appointments must be on the same day, can’t be part of a complex work chain, and can’t be pinned. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To verify that you’re selecting only service appointments that aren’t in a bundle, apply the Exclude Bundle Members filter. 2. From the global actions list, select **Bundle**. ![Bundle action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_action.png) 3. In the Bundle Appointments window, select **Create bundle** and select a bundle policy. ![Bundle Appointments window with the Create bundle option selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_window_create.png) 4. Save the bundle. The bundle is created only if all the service appointments comply with the configuration settings. If you receive an error for any service appointment, remove it or change its details and try again. 5. To make the bundle eligible for multiday scheduling, select **IsMultiday** in the bundle service appointment. When you create a bundle manually: - Appointment list—The new bundle service appointment appears in the appointment list. ![Bundle icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_icon.png) Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the Gantt. ![Bundle member icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_member_icon.png) Indicates that the appointment is a bundle member service appointment. - Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle is scheduled on the Gantt. If not, the bundle must be scheduled. - Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are sorted according to their due date in ascending order. - Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service appointment. This information can’t be edited. ![Bundle Information on service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_sa_details.png) The Bundle Information fields can’t be selected to display in a list view. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you use automatic bundling, the bundle’s status is set to your org’s default service appointment status (None by default). Members receive that status according to your bundle propagation settings, and members that were scheduled become unscheduled. See [Set Up Automatic Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_automatic.htm&release=264.0.0&type=5 "Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled."). # Create a Flow by Using the Identify Manager Template Create a custom identify manager flow to meet your business requirements. ### Required Editions
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**. 3. In the New Flow window, select **Use a Template**. 4. Select the **Identify Manager** flow, and then click **Create**. 5. Modify the flow to meet your business requirements, and save your changes. 6. Enter the flow label and API name, and save the flow. 7. Activate the flow. # Create a Flow to Link Contacts to Cases To improve service quality, add a flow that finds contacts for cases created by Email-to-Case. Use the flow template Find Contact for Associated Case from Email-to-Case. ### Required Editions
View supported editions.
User Permissions Needed
To run flows

Run Flows

OR

Manage Flow
Your support reps can use this flow as-is in the Actions & Recommendations component. To meet business needs, you can also modify the flow template as follows. 1. If you don’t use Channel-Object Linking, skip to step 3. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select **Channel-Object Linking**. 2. Turn off **Channel-Object Linking**. 3. From Setup, in the Quick Find box, enter Flows, and then select **Flows** under Process Automation. 4. Click **New Flow**. 5. Click **All + Templates**. 6. Click **Individual-Object Linking Flow**. 7. Select the **Find Contact Associated with Case from Email-to-Case** flow template. ![Select the Find Contact Associated with Case from Email-to-Case flow template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/individual_object_linking_flows.png) 8. Click **Create**. 9. Click **Save**. 10. Test and update the flow, and then activate it. When a support rep runs the flow, it displays contacts with the same email address as the case’s Web Email field. To link a contact to the case, the support rep selects a matching contact. # Create a Flow to Link Individuals to Messaging Sessions Learn more about the person you’re messaging with. Use a flow template to auto-link contacts, leads, employees, or person accounts to your messaging session. ### Required Editions
View supported editions.
User Permissions Needed
To run flows

Run Flows

OR

Manage Flow
Set your flow to auto-launch or let support reps run it from the Actions & Recommendations component. 1. If you don’t use Channel-Object Linking, skip to step 3. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select **Channel-Object Linking**. 2. Turn off **Channel-Object Linking**. 3. From Setup, in the Quick Find box, enter Flows, and then select **Flows** under Process Automation. 4. Click **New Flow**. 5. Click **All + Templates**. 6. Click **Individual-Object Linking Flow**. 7. Select the **Find Contact Associated with Messaging Session** flow template. ![Select the Find Contact Associated with Messaging Session flow template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/individual_object_linking_flows.png) 8. Click **Create**. 9. To search for a lead, employee, or person account instead of contacts, click the **Find Matching Contacts Flow** flow action, and then select **Edit Action**. Make a selection in the Search Object dropdown menu. 10. To narrow your search to a specific field on the individual record, make your selection from the Search Fields dropdown menu. 11. To search for a specific term or variable, replace what’s in the Search Term field. 12. Click **Done**. 13. Click **Save**. 14. Test and update the flow, and then activate it. When a support rep runs the flow, it displays contacts with the same email address as the case’s Web Email field. To link a contact to the case, the support rep selects a matching contact. #### See Also - [_Trailhead_: Build Flows with Flow Builder](https://trailhead.salesforce.com/content/learn/trails/build-flows-with-flow-builder) - [_Salesforce Help_: Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow.htm&type=5&language=en_US) - [_Salesforce Help_: Flow Builder for Service and the Actions and Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&type=5&language=en_US) # Create a Flow to Link Voice Callers to Records To improve service and data quality, add a screen flow that guides support reps to find and link callers to leads, contacts, or employees. ### Required Editions
View supported editions.
User Permissions Needed
To run flows

Run Flows

OR

Manage Flow
The Find Contact Associated with Voice Call flow template lets support reps easily find and link contacts to active voice calls. Use the template to customize search criteria, record creation, creation screens, record match screens, and output parameters for other flows. 1. In your telephony setup, turn on **Match Callers to End User Records**. 2. If you don’t use Channel-Object Linking, skip to step 4. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select **Channel-Object Linking**. 3. Turn off **Channel-Object Linking**. 4. From Setup, in the Quick Find box, enter Flows, and then select **Flows** under Process Automation. 5. Click **New Flow**. 6. Click **All + Templates**. 7. Click **Individual-Object Linking Flow**. 8. Select the **Find Contact Associated with Voice Call** flow template. ![Find Contact Associated with Voice Call template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/find_contact_voice_flow_template.png) 9. Click **Create**. 10. To search for a lead, employee, or person account instead of contacts, click the **Search for Matching Contact** flow action, and then select **Edit Action**. Make a selection in the Search Object dropdown menu. 11. Click **Save**. 12. Test and update the flow to meet your business needs, and then activate it. #### See Also - [_Salesforce Help_: Configure Caller ID for Your Contact Center](https://help.salesforce.com/articleView?id=voice_setup_identify_callers.htm&language=en_US) - [_Salesforce Help_: About Flow Variables](https://help.salesforce.com/articleView?id=about_flow_variables.htm&language=en_US) - [_Salesforce Help_: Add Screen Pops to Give Agents More Context about Conversations](https://help.salesforce.com/articleView?id=omnichannel_add_screen_pop_action.htm&language=en_US) - [_Salesforce Help_: Create an Omni-Channel Flow](https://help.salesforce.com/articleView?id=omnichannel_create_a_flow.htm&language=en_US) # Create a Flow to Send Messages in Standard Channels Set up automation that sends template-based messages in standard Messaging channels when certain conditions are met. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
When a flow sends an automated message, Salesforce does three things. - Create a messaging user record for the recipient, if one doesn’t exist already. - Create a messaging session record with a transcript of the sent message and an unchanging status of Ended. - Add any message errors to the Standard Messaging Error Log page in Setup. 1. From Setup, in the Quick Find box, enter Flows, then select **Flows**. 2. Click **New Flow**. 3. Select the flow type, and click **Next**. The Flow Builder canvas opens. 4. Add an action to the canvas. The New Action window opens. 5. Enter Message Notification in the search, and then select **Message Notification**. 6. Fill out the fields for the Message Notification core action. You can use values from earlier in a flow to set inputs for the message notification. If the message notification fields don’t contain valid inputs, the flow fails. | Field | Description | | --- | --- | | Messaging Channel Unique Name | The developer name associated with the messaging channel. | | Messaging Template Unique Name | The developer name associated with the [messaging template](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5 "Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else. "). | | Context Record ID | A record that can provide context for merge fields. For the message to send successfully, all merge fields must be filled. | | ConversationBroadcast Record ID | Optional. ID of the conversation broadcast record that links all messages within a broadcast. | | Recipient Phone Number | Optional. The destination phone number that the message is sent to. Use if Recipient Record ID lists an object other than MessagingEndUser, or if Recipient Record ID isn't completed. | | Recipient Record ID | Optional. ID of a MessagingEndUser or a record with a phone number, such as a contact record. | | Triggered Outbound Type | Optional. The type of message. Enter either Standard or Broadcast. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Though both are optional, use either Recipient Phone Number or Recipient Record ID to ensure the Message Notification action works. #### See Also - [Build a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US) # Create a Form Based on an Apex Class Apex-based forms offer more flexibility than global action-based forms, enabling you to create both static and dynamic WhatsApp messages. To create an Apex-based form, create the Apex class, and then link it to a form messaging component. When the messaging end user submits their responses to the form, Salesforce executes the Apex, sending the data to Salesforce. You must configure how to save that data. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
To send and receive messages in Messaging: Messaging Agent
#### See Also - [_Salesforce Help:_ WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_flows.htm&language=en_US) - [_Salesforce Help:_ Dynamic WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_dynamic_flows.htm&release=264.0.0&type=5 "Move beyond static forms. WhatsApp dynamic Flows enable you to build data-driven, highly personalized conversational experiences that adapt to users and input data in real time. Leverage these sophisticated capabilities to build guided forms or multi-step wizards to accomplish tasks, such as dynamic quoting, appointment scheduling and checkins, personalized onboarding, and guided selling.") - [_Salesforce Help:_ Create and Send Secure Forms in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&language=en_US) ## Create the Apex Class 1. From Setup, in the Quick Find box, enter Apex Classes, then select **Apex Classes** and click **New**. 2. In the class editor, enter this class definition. 3. Click **Save**. ## Create the Form Messaging Component 1. Go to the Messaging Components page in Setup. 2. Click **New Component**. 3. Select the Form messaging component and click **Next**. 4. Select **Apex Class** and click **Next**. 5. Enter the form title, select the Apex class that you just created, and then click **Next**. The title appears in the messaging session as a link to the form. ![Messaging Component setup flow with Form Title and Apex Class fields filled out.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_form_from_apex_class.png) 6. Enter a name and description of your component. Messaging end users can’t see this information. But, it helps service reps quickly identify the component’s purpose when choosing a message to send from the Service Console. 7. Click **Done**. The Messaging Component Builder opens. ## Add the Flow Format to the Apex Form Messaging Component To create a WhatsApp Flow, add a Flow format to the form messaging component. Configure the message content in the flow. 1. Open the Apex-based form messaging component. To create an Apex-based form messaging component, see [Create and Send Secure Forms in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&language=en_US). 2. In the Component Formats section, click **Details**, and then click **Add Format**. 3. Select **Flow**, and then click **Done**. The format controls how the component looks in messaging sessions. Each messaging component is available in one or more formats, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&language=en_US). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 4. In the left-hand sidebar, under Component Formats, click **Flow**. ![The Flow layout selected in the Messaging Component Builder.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apex_form_flow_format_properties.png) 5. In the Initial Message section, enter the message that appears when a conversation starts with the customer. 6. In the Launch Button section, enter a name for the button that launches this WhatsApp Flow. ![Messaging Component Builder canvas showing a preview of the Initial Message and Launch Button text.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_launch_button.png) 7. To add a screen, click **Add Screen**. You can add multiple screens to the Flow. 8. Enter a title for the screen. 9. To add content to the screen, click **Add Content**. 10. Expand one or more content type boxes and then select one or more screen elements. For example, expand the Media and Selection boxes and then select **Image** and **Multi-Select Question**. To show content and control screen navigation using conditional logic, under the Conditional Logic box, select a Switch or If screen element. ![The Add Content screen from the Messaging Component Builder.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_flow_format_add_content.png) 11. To add the selected screen elements to the screen, click **Done**. Each screen can have only one footer with a button. Each button either navigates to a subsequent screen in the flow or completes the flow. A button can’t navigate to a former screen. For example, screen 2 can’t navigate back to screen 1. 12. In the Component Properties, configure each screen element. ![Screen element configuration options in the Component Properties panel.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_screen1_details.png) 13. The canvas shows a preview of the screen that is currently expanded. ![Messaging Component Builder canvas showing how the Flow Screen Title Text and the Dropdown Selection Text populate.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_screen1_details2.png) 14. To create a second screen, click **Add Screen** again. 15. Enter the details for the second screen. 16. If this screen is the last screen in the Flow, add a Footer with a Complete footer action, which completes the Flow. 17. Expand the Screen 1 section, select the Footer content type, and configure the footer action to navigate to the next screen. ![Messaging Component Builder canvas showing how the Footer Action and Next Screen settings appear.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_screen1_with_footer.png) 18. After you update the Flow format properties, save the messaging component. 19. In the left-hand sidebar, under Component Formats, click the Text format type to update its properties. The plain text version is sent if your preferred format isn’t available or doesn’t load. While global action-based and Apex class-based forms can’t be sent in plain text, you can edit your component’s plain text version so it contains a link to a public form or shows a text-only list of the questions that appear in your form. ![Messaging Component Builder with the Text component format layout shown.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_components_form_format_text.png) 20. When you’re done editing your component, click **Save**. Your component is saved in a draft state. 21. To make this messaging component available to service reps, click **Activate**. 22. To take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. ## Configure an Expiration Timer for the Component By default, an Apex-based form expires 5 minutes after being sent to the customer. Optimally, customize the expiration timer in the component builder. 1. Open the Apex-based form messaging component in the component builder. 2. Select **Customize**. 3. Fill in the Apex Class and Time to Expiration (Minutes) fields. 4. Save your changes and activate the component. # Create a Health Verification Record Type on the Person Account Object Optionally, you can create a record type specifically for health verifications on the Person Account object. ### Required Editions
Available in: Enterprise and Unlimited editions.
User Permissions Needed
To install a package: Modify All Data
The default value for the Person Account Record type is `PersonAccount`. To create a record type specifically for health verifications on the Person Account object, complete these steps. 1. Create a Person Account Record Type specific to health verifications on the Person Account object. For instructions, see [Create Record Types](https://help.salesforce.com/s/articleView?id=platform.creating_record_types.htm&type=5&language=en_US). 2. Go to Custom Setting and select **Health Verification Person Account Pref**. 3. In Custom Setting Definition Detail, click **Manage** and edit the field value for `Health_Verification_Person_Acct_Pref__c.RecordTypeName__c` to the new record type. Any Health Verification record created thereafter is associated with the new record type. #### See Also - [Create Record Types](https://help.salesforce.com/s/articleView?id=platform.creating_record_types.htm&type=5&language=en_US) # Create a High-Volume Briefcase for Field Service Create a High-Volume Briefcase by using Briefcase Builder. ### Required Editions
Available in: Lightning Experience
Available in: Performance and Unlimited Editions
User Permissions Needed
To create a High-Volume Briefcase in Setup: Customize Application
1. From Setup, in the Quick Find box, enter Briefcase Builder, and then select **Briefcase Builder**. 2. Click **New Briefcase** in the High Volume Briefcase section, and choose **High Volume**. ![The options high volume briefcase and new briefcase are highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_hvb_new_briefcase.png) 3. Enter a name and an optional description for your Briefcase. 4. Select the data to add to the Briefcase. Use object rules to configure which objects are included in your Briefcase and how the objects’ records are related to each other. To add a top-level object rule, click the + button next to Briefcase Rules, and then click the object that you want to add. To add a related object rule, select its top-level object rule in the left pane, and then click **Add Related Object**. In each object rule, use filters to specify which records from the object to include in the Briefcase. ![Object rules window opened with Filter By option highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_hvb_object_rules.png) If you have custom metadata types available, you can optionally add custom metadata rules to your Briefcase. For example, add a custom metadata rule to your Briefcase to support a custom flow in the Salesforce Field Service mobile app. 5. To add a custom metadata rule, click the **+** button next to Briefcase Rules, click **Custom Metadata**, and then select the custom metadata type that you want to add. ![Briefcase rules option is open. In the objects field, Custom Metadata is highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_hvb_custom_metadata.png) 6. Assign the Briefcase to users, profiles, or user groups. These assignments determine who can access the records in the Briefcase.Users who perform various tasks can be assigned to multiple Briefcases. When assigning multiple Briefcases to one user, they get access to all the offline data combined from all the assigned Briefcases. If a user doesn’t have access to the field used to define a dataset, then that user can’t access any records for that dataset. Chatter groups, or collaboration groups, aren’t supported. 7. To save and activate the Briefcase for use, click **Activate**. To save the Briefcase’s settings without activating it, click **Save**. # Create a Job Profile A job profile lets you describe the skill requirements that are needed for the work. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, and update shifts and job profiles: View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships
When you set up Shift Scheduling or Workforce Engagement, create job profiles that represent the knowledge or expertise that’s needed for the work. 1. From the App Launcher, open **Job Profiles**. 2. Click **New**. 3. Enter a name and description for the job profile. 4. Associate skills with the job profile. 1. In the Related tab, next to Skill Requirements, click **New**. 2. Select the skills that are required for the job profile. 3. Click **Save**. To continue adding skills, repeat these steps. 5. Click **Save**. If you set up an Omni-Channel queue-based routing workflow in Workforce Engagement, you also map job profiles to queues. The mappings define the capacity and service level agreements for each profile. Workforce Engagement uses these mappings to determine staffing needs in capacity plans and to schedule shifts based on queues. If you delete a job profile that’s used in a mapping, it deletes the mapping and any data for that mapping in capacity plans. #### See Also - [Map Job Profiles to Queues](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_jp_to_queue.htm&release=264.0.0&type=5 "Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow.") # Create a Job Profile for Shifts With Field Service, you can describe different kinds of shifts by using a job profile. To indicate the experience or expertise required for a job, add skills to the job profile. Job profiles and related skill requirements are referenced when you’re using shift-assignment tools, such as the Get Candidates shift scheduling action, or when you’re assigning shifts in bulk. For example, a healthcare company can use job profiles to differentiate shifts that require on-call nurse practitioners from social workers or therapists. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update shifts and job profiles View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships
1. From the App Launcher, click **Job Profiles**. 2. Click **New**. 3. Enter a name and description for the job profile. 4. Associate skills with the job profile. 1. In the Related tab, next to Skill Requirements, click **New**. 2. Select the skill and skill level that are required for the job profile. The skills available are based on your settings in Setup. You can also create skills. 3. Click **Save**. To continue adding skills, repeat these steps. 5. Click **Save**. #### See Also - [What Are Shifts?](https://help.salesforce.com/s/articleView?id=service.fs_shifts_plan.htm&type=5&language=en_US) - [Assign Shifts and Update the Status in Bulk](https://help.salesforce.com/s/articleView?id=service.fs_shifts_mass_update.htm&type=5&language=en_US) - [Find Shift Candidates](https://help.salesforce.com/s/articleView?id=service.fs_shifts_get_candidates.htm&type=5&language=en_US) - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&type=5&language=en_US) # Create a Joined Report for Knowledge Feedback A joined report contains data from reports that are of different types, including standard and custom report types. You can use a joined report to present different types of information in a single report. Create a single, comprehensive report for Knowledge Feedback by adding Knowledge Article Feedback and Survey Responses report types to a joined report. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions
Available in: Enhanced Folder Sharing
User Permissions Needed
To create and update custom report types: Manage Custom Report Types
To create, edit, and delete joined reports:
Enhanced Folder Sharing
Create and Customize Reports

AND

Report Builder
## Create Custom Report Types Create custom report types for Knowledge Article Feedback and Survey Responses objects. 1. From Setup, in the Quick Find box, enter Report Types, and then select **Report Types**. 2. On the Custom Report Types welcome page, click **Continue**. 3. Click **New Custom Report Type** to create a custom report type for the Knowledge Article Feedback object. 4. Enter the report type details: 1. In the Primary Object field, select the **Knowledge Article Feedback** object. After you save the report type, you can’t change the primary object. 2. Enter a unique display label, an API name, and a description to inform users what data is available in the report. 3. Select the category for the custom report type to help users find it. 4. Select an availability status. - During design and testing, select **In Development**. The report type and its reports are hidden from all users except those with the Manage Custom Report Types permission. Only users with that permission can create and run reports when a report type is in development. - If you’re ready to let all users access the report type, select **Deployed**. 5. Click **Next**. 6. Save the report type. 7. Follow steps 3 to 6 to create a custom report type for the Survey Responses object. 8. To include fields from the Survey Responses object, specify the records that you want to include in the report results. 1. Click **Click to relate another object** and select **Survey Question Responses**. 2. Select the criteria for the relationship. - If you select **Each "A" record must have at least one related "B" record**, only parent records that have child records are included in the report. If you’re using Essentials Edition, you can only select this option. - If you select **"A" records may or may not have related "B" records**, parent records are shown whether or not they have child records. All subsequent relationships use the may-or-may-not association. 3. Click **Save**. 9. From the Custom Report Types page, open the report type that you created earlier for the Knowledge Article Feedback object. 10. Click **Edit Layout**. ![The Custom Report Types page showing the Edit Layout button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_report_edit_layout.png) 11. Click **Lookup Fields**. 12. From the Fields panel, click **Feedback Responses**, select **Survey Response ID**, and then click **Apply**. ![The Custom Report Type page showing the Survey Response ID field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_report_add_fields.png) 13. On the Apply Fields page, in the Section field, select **Knowledge Article Feedback**, and then click **Apply**. 14. Click **Save**. ## Create a Joined Report 1. From the App Launcher, find and select **Analytics**. 2. On the Analytics tab, select **Create** | **| Report**, or on the Reports tab, click **New Report**. 3. On the Create Report page, go to the Other Reports category and select the report type you created for the Knowledge Article Feedback object. The report type you select becomes the joined report's principal report type. To learn more about principal report types in joined reports, see [How Joined Reports Work](https://help.salesforce.com/s/articleView?id=analytics.reports_joined_format_concepts.htm&language=en_US). 4. In the Details panel, click **Start Report**. ![The Create Report page showing the Start Report button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_start_report.png) 5. The report opens in the report builder. To create a joined report, in the upper left corner of the report builder, click **Report** | **| Joined Report** | **| Apply**. ![The Lightning Report Builder page showing the Joined Report option.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_joined_report.png) 6. To add the report type you created for the Survey Responses object to the joined report, click **Add Block**. 7. Select the Survey Responses report type. 8. Click **Add Block**. 9. Customize the joined report with columns, groups, filters, and formulas. 10. Save the report. 11. On the Save Report As page, provide a name for the report. 12. Optionally, describe the report and click **Select Folder** to choose a report folder. 13. Click **Save**. 14. To generate the report, click **Run**. # Create a Knowledge Base with Salesforce Knowledge Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. Articles can include information on process, like how to reset your product to its defaults, or frequently asked questions, like how much storage your product supports. Experienced service reps and internal writers write the articles. They can also draft articles directly from records, such as cases, incidents, or work orders with generative AI. See [Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent.htm&language=en_US&type=5). The articles are then published and can be used internally or externally in a range of channels. You can publish articles in customer and partner sites and public websites or share articles in social posts and emails. Control where and what information is published or shared based on the article page layouts, user profiles, actions, and other settings. You can use Knowledge in both Salesforce Classic and Lightning Experience. Orgs new to Knowledge use Lightning Knowledge, which is generally available. If your org already uses Knowledge in Salesforce Classic, consider using the Lightning Knowledge Migration Tool and switching to Lightning Knowledge. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Enabling Lightning Knowledge changes your org's data model to use record types rather than article types. After you enable Lightning Knowledge, you can't disable it. Before enabling Lightning Knowledge, orgs with multiple articles types require data migration to consolidate article types. Test in a sandbox or trial org before enabling in production. - **[Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5)** Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules. - **[Compare Lightning Knowledge with Classic Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_compare_classic_lightning.htm&release=264.0.0&type=5)** Review the differences between Knowledge in Salesforce Classic and Knowledge in Lightning Experience. - **[Knowledge Limitations in the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=service.knowledge_limits_mobile.htm&release=264.0.0&type=5)** Knowledge articles are available in the Salesforce apps for Android version 8.0 or later and iOS, version 10.0 or later. Learn what's different or not available in the app. - **[Build Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&release=264.0.0&type=5)** Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects. - **[Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5)** Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team. - **[Further Setup for Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_further_setup.htm&release=264.0.0&type=5)** It’s time to keep building your knowledge base. You can add workflows and approvals, track field history, and add validation rules. - **[Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5)** Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool. - **[Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5)** To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords. - **[Use the Enterprise Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&release=264.0.0&type=5)** The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform ‌format, regardless of its origin or type. - **[Use Salesforce Standard Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_use_parent.htm&release=264.0.0&type=5)** Search for articles in Salesforce Classic or Lightning Experience. Get the most from your articles by sharing them in the case feed and using the Knowledge component. - **[Manage Articles and Content with Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_parent_agent_intro.htm&release=264.0.0&type=5)** Create and manage your company information and securely share it when and where it’s needed. Learn how to draft, publish, translate, and manage Knowledge articles. - **[Reuse Content Across Articles with Knowledge Blocks](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_about.htm&release=264.0.0&type=5)** Knowledge Blocks are modular pieces of content like a legal disclaimer, company address, or a set of standard steps that you author once and insert into multiple Knowledge articles. Publishing an update to a block can automatically update every article that uses it, so shared content stays consistent without manual edits to each article. Blocks are most valuable when the same verified content must appear in several articles and stay in sync across all of them. - **[Knowledge Similarity](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_about.htm&release=264.0.0&type=5)** When your authors write, review, or draft a knowledge article—manually or with AI—they can check for existing articles that cover similar content. Authors can reuse or update an existing article instead of creating a duplicate, which keeps your knowledge base consistent, accurate, and easier to maintain. - **[Organize Articles and Improve Navigation with Knowledge Maps (Generally Available)](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_about.htm&release=264.0.0&type=5)** Knowledge Maps organize your articles in a hierarchical structure, making it easier for users to discover and navigate content while maintaining a consistent and well-structured knowledge base. - **[Gather Feedback on Knowledge Articles with Knowledge Feedback](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_about.htm&release=264.0.0&type=5)** By using Knowledge Feedback, you can collect feedback on Knowledge articles and assign each feedback response to the appropriate people or groups to act on the feedback. You can collect feedback from users on articles within the org or through Experience Cloud. Each user can give more than one feedback response. - **[Support Knowledge Articles in Multiple Languages](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_overview.htm&release=264.0.0&type=5)** Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor. - **[Create Data Categories for Articles, Answers, and Ideas](https://help.salesforce.com/s/articleView?id=service.category_parent_admin.htm&release=264.0.0&type=5)** Data categories are used in Salesforce to organize and control access to groups of information. Data categories are used in Salesforce Knowledge, Ideas, Answers, and Chatter Answers. - **[Sharing for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing.htm&release=264.0.0&type=5)** Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules. #### See Also - [Lightning Knowledge Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/lightning_knowledge_guide.pdf) - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) # Create a Knowledge Search Index for Agentforce IT Service The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
User Permissions Needed
To use Data 360 for Agentforce IT Service:

Salesforce org: System Administrator

AND

Data 360 org: Data Cloud Admin
1. From Setup in the Quick Find box, search for and navigate to the **Agent Force Data Library**. 2. Click **New Library**. 3. Enter the Name and the API Name and click **Next**. 4. Select Knowledge as the Data Type and fill the Identifying Fields and Content Fields section. 5. Go to Knowledge Settings and enable **Use Public Knowledge Articles**. 6. Save your changes. # Create a LINE Messaging Channel Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced LINE channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To view Messaging channels: View Setup and Configuration
To create Messaging channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). When an end user sends your business a message in LINE, Omni-Channel routes the message to a bot or service rep in Omni-Channel according to your preferences. Reps can send and receive images, emoji, stickers, links, videos, and questions with clickable options. And admins can easily move LINE channels between Salesforce orgs, such as from a sandbox to production. ![On left side, the LINE mobile app, and on right side, the Service Console showing the conversation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_line.png) - **[Considerations for LINE Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5)** LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud). ## Step 1: Set Up a LINE Official Account To help your customers over LINE, you need a LINE Official Account. You must also add yourself as a provider in your LINE settings. After completing these tasks, you can connect your LINE account to Salesforce. 1. Create a LINE Official Account. For steps, see the [LINE documentation](https://www.linebiz.com/jp-en/other/). 2. In the LINE Official Account Manager, enable the Messaging API and create a provider. 1. In your account settings, go to the Messaging API section and enable the Messaging API. 2. When prompted, create a provider to represent your business. 3. In your account settings, copy the following values. You’ll need them when you set up your channel in Salesforce. 1. Channel Name: Equivalent to your Account Name in the LINE Official Account Manager 2. Channel ID: Found in the Messaging API section 3. Channel Secret: Found in the Messaging API section 4. Issue a channel access token in the LINE Developers Console. The token is used to verify that Salesforce has permission to use the channel. 1. In the LINE Official Account Manager, go to the Messaging API section of your account settings. 2. Click the link to open the LINE Developers Console, and click the Messaging API tab. 3. In the Channel Access Token field, issue your token and then copy it. You’ll need it when you set up your channel in Salesforce. ## Step 2: Prepare for Messaging in Salesforce If LINE is your first Messaging channel in Salesforce, complete these key tasks to get started with Messaging. 1. [Turn on Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5 "Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat."). 2. [Give users access to Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5 "Assign permissions to users who will message with customers or supervise service reps in Messaging channels."). 3. [Configure your Omni-Channel message routing settings](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent."). 4. [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). ## Step 3: Connect LINE to Salesforce To send and receive LINE messages in Salesforce, create a LINE Messaging channel in Messaging Settings. For faster setup, create a LINE messaging channel using the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude. 1. From Setup, enter Messaging in the Quick Find box, and then select **Messaging Settings**. 2. Click New Channel, then click **Next**. 3. Select **LINE**, then click **Next**. 4. Accept the terms and conditions, and click **Next**. 5. Enter the LINE channel name, ID, secret, and access token that you copied from your LINE settings, and click **Next**. ![Setup screen showing four LINE fields to be completed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_line_steps.png) 6. Choose your routing method, and then click **Next**. 1. To set up a basic routing solution from scratch, select **Create a new queue**. Queues and routing configurations don’t support routing to bots. 2. To use an existing queue or an Omni-Channel flow, which supports bots and more complex routing logic, select **Set up routing later**. 7. On the final screen, click **Go to Channel Settings** to add your routing preferences. If you already closed the setup flow, click your channel's name on the Messaging Settings page. 1. On the channel record home page, click **Edit**. 2. In the Omni-Channel Routing section, select a routing type. **Omni-Flow** lets you route messages using an Omni-Channel flow, and supports bots. **Omni-Queue** lets you route using a queue and routing configuration. 3. If you selected the Omni-Flow routing type, select a flow in the Flow Definition field and a back-up queue in the Fallback Queue field. ![Omni-Channel Routing page section with a flow and fallback queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line2.png) 4. If you selected the Omni-Queue routing type, select a queue. 5. Save your changes. ## Step 4: Complete the Connection to LINE In the LINE Developers Console, provide an essential URL from Salesforce and update other settings. 1. On the channel record home page in Salesforce, in the LINE Connection section, copy the value in the Webhook URL field. ![LINE Connection section of the channel record home page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line3.png) 2. In a separate tab, go to the [LINE Developers Console](https://developers.line.biz/console/) and find the Webhook URL field on the Messaging API tab. While this field is also visible in the LINE Official Account Manager, the Developers Console contains additional settings that you must update. 3. Paste the value into the Webhook URL field. 4. Click **Verify** below the field. 5. Select **Use webhook**. 6. (Recommended) On the Messaging API tab in the Developers Console, disable auto-reply messages and greeting messages. Because you’ll configure your auto-responses in Salesforce, disabling these messages in LINE helps your customers avoid redundant or conflicting auto-responses. ## Step 5: Activate Your Channel To start the flow of LINE messaging traffic into Salesforce, activate your channel in Setup. 1. Complete the tasks in the [Channel Activation Checklist](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5 "After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.") to verify that your channel is ready for business. These tasks include setting up sensitive data rules, auto-responses, and Einstein bots. 2. On the Messaging Settings page in Setup, click the name of your LINE channel. If you already have the channel record home open, refresh the page. 3. At the top of the page, click **Activate Channel**. ![Activate Channel button on a LINE channel in Salesforce Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line4.png) ## What's Next? When your channel is active, LINE messages are routed to your support team according to the queue or Omni-Channel flow that you selected. Your work doesn’t need to end there, though. To get more out of your LINE channel, explore these resources. - [Increase Messaging Productivity](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5 "Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.") - [Work with Messaging Data](https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5 "Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.") - [Message with Customers in the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5 "Learn how to interact with customers in standard and enhanced Messaging channels.") ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If your channel is active but you’re not able to send or receive messages, double-check that you completed Step 4: Complete the Connection to LINE. If this step isn’t completed, your channel won't function even if it's active. # Create a Log a Call Quick Action for Cases Before you can use case feed in Lightning Experience, you must recreate the Log a Call publisher as a quick action. ### Required Editions
View supported editions.
User Permissions Needed
To set up cases for Lightning Experience:

Manage Cases

AND

Customize Application
1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Log a Call**. 4. For Standard Label Type, select **Log a Call**. 5. Click **Save**. 6. To choose the fields users see, customize the action’s layout. 7. Click **Save**. After you define the quick action, add it to the case page layout so it’s available for support reps to use. #### See Also - [Set Up Cases for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex.htm&release=264.0.0&type=5 "Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys.") - [Add Quick Actions to the Case Page Layout for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") # Create a Macro Macros give you the power to automate common repetitive tasks and resolve issues with a single click. You create a macro by specifying the instructions for actions that the macro performs. A macro is like a little computer program. You tell the macro each step that it performs. ### Required Editions
View supported editions.
- **[Create Macros in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.macros_create_lightning.htm&release=264.0.0&type=5)** To create a macro in Lightning Experience, use the Macro Builder—an easy-to-use point-and-click builder. - **[Create Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_create.htm&release=264.0.0&type=5)** To create macros in Salesforce Classic, use the macro widget. # Create a Managed Trunk A trunk represents the connection between your telephony carrier and Agentforce Contact Center infrastructure. Let Salesforce handle the trunk configuration so that you can get started quickly. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To set up a trunk:

Agentforce Contact Center Admin (Salesforce Voice) permission set

Learn how to view permissions in this permission set.
1. From Setup, use Quick Find to open **Trunks**. 2. Click **New Trunk**. 3. Select the trunk type as **Managed**. 4. The **Managed Carrier** defaults to Bandwidth. 5. Enter a name to identify your trunk. 6. For **Salesforce Media Region**, select either **EU Central 1/West 2 - FRA/LHR** or **EU West 2/Central 1 - LHR/FRA**. 7. You need your Salesforce org ID for this so make a note if it. You need your Salesforce org ID for this so make a note if it. Click **Submit**. 8. To complete the setup, log into Bandwidth and associate your Salesforce org ID with your number. For details, see [Bandwidth help](https://www.bandwidth.com/support/en/articles/16164551-salesforce-agentforce-contact-center-byoc-onboarding-guide). # Create a Messaging Component for Contactless Signature Create a messaging component for the message sent to customers for signing the service report. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Available only if Digital Engagement is enabled.
User Permissions Needed
To create a messaging component: Configure Messaging
1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Components**. 2. Click **New Component**. 3. Click **Notification**, and then click **Next**. 4. Enter the plain text version of your automated message. Include the URL placeholder that lets customers navigate to the Experience Builder site that you configured for service report details and signatures. For example: {!DocumentRecipient.DigitalSignatureUrl} 5. Click **Next**. 6. Enter a name and description for your component. For example, Signature. 7. Click **Done**. The Messaging Component Builder opens. 8. In the left sidebar, click **Parameters**. 9. In the Custom Parameters section, click **New**. 10. Configure the URL parameter. - Name—A label for the parameter. For example, Digital Signature. - API Name—DigitalSignatureUrl - Type—**Text** - Object Type—**Document Recipient** 11. Click **Save**. 12. (Optional) In the left sidebar, click **Text** to further customize the plain text version of your automated message. 13. Save your changes. #### See Also - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) # Create a Milestone Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders. ### Required Editions
View supported editions.
User Permissions Needed
To create milestones: Manage Entitlements
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating milestones. And it’s fun! To get started, see [Entitlement Management](https://trailhead.salesforce.com/en/module/entitlements). 1. From Setup, enter Milestones in the Quick Find box, then select **Milestones** under Entitlement Management. 2. Click **New Milestone**. 3. Enter a name and description. Try to name milestones after common support tasks, like “First Response Time” or “Resolution Time.” Descriptive names help users understand milestones when they see them on cases, work orders, or entitlement processes. 4. Select a recurrence type.
Recurrence Type Description Example
No Recurrence The milestone occurs only once on the record.

First Response

Resolution Time
Independent The milestone occurs whenever the milestone criteria are met on the record. Response Time
Sequential The milestone occurs on repeat whenever the milestone criteria are met on the record. Customer Contact Made
5. Click **Save**. You can’t apply a milestone to a record by itself. It must be part of an entitlement process. So after you create your milestone, [add it to an entitlement process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5 "Add milestones to entitlement processes to define required steps in your support process."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip You can add validation rules to a milestone so that users can update a milestone only if it meets specific standards. For details, see [Limit User Updates to Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_updates.htm&release=264.0.0&type=5 "Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met."). #### See Also - [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_sequential_recurrence.htm&release=264.0.0&type=5 "When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.") # Create a Milestone Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to SLA policies to enforce different service levels on support records, like cases and work orders. ### Required Editions
View supported editions.
User Permissions Needed
To create milestones: Manage Entitlements
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating milestones. And it’s fun! To get started, see [Entitlement Management](https://trailhead.salesforce.com/en/module/entitlements). 1. From Setup, enter SLA policies in the Quick Find box, then select **SLA Policies** under SLA Management. 2. Select the SLA policy for which you want to create a milestone. 3. On the Milestones tab, click **New Milestone**. 4. Enter a name and description. 5. Select the milestone agreement type, business hours, order, time to complete milestone, and start time. 6. Select a recurrence type.
Recurrence Type Description Example
No Recurrence The milestone occurs only once on the record.

First Response

Resolution Time
Independent The milestone occurs when their criteria are met on the record. Response Time
Sequential The milestone reoccurs whenever the milestone criteria are met on the record. Customer Contact Made
7. Click **Next**. 8. Set up milestone activation and completion criteria. 9. Save your changes. # Create a Milestone Type You create milestone types in your org and then add them to an SLA policy to enforce different service levels on support records, like cases and work orders. ### Required Editions
View supported editions.
User Permissions Needed
To create milestones: Manage Entitlements
1. From Setup, enter SLA policies in the Quick Find box, then select **SLA Policies** under SLA Management. 2. On the Milestone Types tab, click **New**. 3. Click **Add Milestone Type**. 4. Enter a name and description. Try to name milestones after common support tasks, like “First Response Time” or “Resolution Time.” Descriptive names help users understand milestones when they see them on cases, work orders, or SLA policy. 5. [Select a recurrence type.](https://help.salesforce.com/s/articleView?id=service.sla_milestone_sequential_recurrence.htm&language=en_US) 6. Click **Save**. You can’t apply a milestone type to a record by itself. It must be part of an SLA Policy. So after you create your milestone type, [add it to an SLA policy](https://help.salesforce.com/s/articleView?id=service.sla_milestone_actions.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip You can add validation rules to a milestone so that users can update a milestone only if it meets specific standards. For details, see [Limit User Updates to Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_updates.htm&release=264.0.0&type=5 "Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met."). # Create a New Version of an Entitlement Process Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org. ### Required Editions
View supported editions.
User Permissions Needed
To create and update entitlement processes: Manage Entitlements
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create multiple versions of entitlement processes, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup. When you create versions of entitlement processes with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with. 1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click the name of the entitlement process for which you want to create a new version. 3. In the Entitlement Process Versions list, click the version of the process from which you want to create a new version. 4. On the Entitlement Process Detail page, click **Create New Version**. 5. Add details about the new version. Follow these best practices: - Use the Version Notes field to explain what makes the version you’re creating different from others. This makes it easier to differentiate between multiple versions of the same entitlement process. - Leave the name as is. - Click **Active** to be able to use the new version. - Click **Default** if you want to make the new version the default version of the process. This makes it easier to find in lookup field searches. 6. Click **Save**. After saving, you can modify the entitlement process’ milestones if needed. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones. - All versions of an entitlement process must be the same type. When you create a new version of an entitlement process, it isn’t automatically applied to entitlements that were using the previous version. To learn how to apply a new version of an entitlement process to existing and new entitlements, see [Use a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5 "After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records."). #### See Also - [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.") # Create a Partner Amazon Contact Center With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
There are two ways to integrate Salesforce Voice with Amazon Connect. - Integrate Voice with a new Amazon Connect instance. For the best end-to-end Voice experience and to ensure you always have the latest Voice features, integrate Voice with a new Amazon Connect instance. - Integrate Voice with an existing Amazon Connect instance. If you already have an Amazon Connect instance or want to manage your own Amazon Web Services account, you can integrate Voice with your existing Amazon Connect instance. Before you start, review the Voice prerequisites, limitations, and planning resources. - **[Use a New Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_new_byoa.htm&release=264.0.0&type=5)** Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect. - **[Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&release=264.0.0&type=5)** Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice. - **[Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&release=264.0.0&type=5)** You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role. #### See Also - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") # Create a Phone Channel To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
1. From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select **Partner Telephony Contact Centers**. 2. Select the contact center you want to create a phone channel for. 3. In the Contact Center Channels section, click **Add**.![Contact Center Channels section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_contact_center_phone_channel_nw.png) 4. Enter a channel name and the contact center phone number. 5. **Optional:** Set up routing configurations for your contact center.![Add a contact center channel and specify routing modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_phone_channel_modal_nw.png) 1. To route this phone channel’s calls to a specific queue, select **Queue** in the Routing Type field, and then enter the name of the Salesforce queue you want to route calls to. 2. To route this phone channel’s calls with an Omni-Channel flow, select **Omni-Channel Flow** in the Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue. 6. Save your changes. To make it easier to identify callers, [configure your End User record settings](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&type=5&language=en_US) for your phone channel. You can choose to either match callers to End User records or override your phone channel number settings. # Create a Phone Channel To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
Before you create a phone channel: - [Create a Voice contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5 "Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app."). - [Claim your phone number in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5 "Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice)."). Alternatively, [route calls directly to and from reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") for sales use cases or blended sales and service use cases. 1. From Setup, in the Quick Find box, enter Contact Center, then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony model. 2. Select the contact center you want to create a phone channel for. 3. In the Contact Center Channels section, click **Add**. ![Contact Center Channels section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_contact_center_phone_channel.png) 4. Enter a channel name and the contact center phone number. ![Add a contact center channel and specify routing modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_phone_channel_modal.png) 5. **Optional:** Set up call routing configurations for your contact center. 1. To route this phone channel’s calls to a specific queue, select **Queue** in the Call Routing Type field, and then enter the name of the Salesforce queue you want to route calls to. 2. To route this phone channel’s calls with an Omni-Channel flow, select **Omni-Channel Flow** in the Call Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue. 6. **Optional:** Set up voicemail routing configurations for your contact center. 1. To route this phone channel’s voicemails to a specific queue, select **Queue** in the Voicemail Routing Type field, and then enter the name of the Salesforce queue you want to route calls to. 2. To route this phone channel’s voicemails with an Omni-Channel flow, select **Omni-Channel Flow** in the Voicemail Routing Type field, and then enter the names of the Omni-Channel flow and fallback queue. 7. Save your changes. To make it easier to identify callers, [configure your End User record settings](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.") for your phone channel. You can choose to match callers to End User records or override your phone channel number settings. #### See Also - [Assign an Omni-Channel Flow to a Phone Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&type=5&language=en_US) # Create a Policy Communication Campaign for IT Compliance Create policy communication campaigns to ensure employees are aware of organizational policies and to collect required attestations for compliance audits. Campaigns define acknowledgment windows and trigger automated notifications via the Employee Service Portal. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage policy records and communications: Compliance Admin permission set
1. From the App Launcher, find and select **Compliance Policies**. 2. Open the published or active policy version for which you want to send a communication. 3. Navigate to the **Policy Communications** tab and click **New**. 4. Enter the campaign details, including name, and start and end dates. 5. Select whether to send the policy to specific **Users** or **Groups**, then select your recipients. 6. Save your changes. The communication record is created in the draft status. 7. To distribute the policy and send notifications to recipients, click **Activate**. Activating the campaign triggers a notification in the Employee Service Portal, where recipients can read and acknowledge the document. To monitor recipient acknowledgment progress after activation, see [Track Employee Policy Acknowledgments](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_track_policy_comm_acknowledgments.htm&release=264.0.0&type=5 "Monitor the progress of your policy communication campaigns to verify organizational compliance and support audit readiness. Track which employees have completed their review and which acknowledgements are still pending."). # Create a Problem To investigate the root cause of an incident and collaborate with experts, create a problem. ### Required Editions
View supported editions.
1. From the Service Console, click the dropdown, and select **Problems**. ![Problems in the navigation bar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_problem_nav.png) 2. Select **New**. ![New Problem window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_problem.png) 3. Enter the information and save your changes. After you create a problem, you can collaborate with stakeholders to resolve the issue. # Create a PSTN Voice Channel in Salesforce Voice Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To create a PSTN channel for a number:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
To create a PSTN voice channel, use the one-time setup from Salesforce Go that creates a basic contact center or follow the instructions here. If you follow the instructions here, before you begin, make sure you set up [a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [a flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) to route calls to your voice channel. 1. From Setup, use Quick Find to go to **Communication Channels**. 2. In the Channels tab, click **New Channel** and click **Start**. 3. Click **Voice**. 4. Review the information, then click **Next**. 5. Select the phone number to be used for your voice channel.  ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Use a [phone number procured from the Communication Channels page](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&language=en_US). A [number procured from the Agentforce Voice Setup page](https://help.salesforce.com/s/articleView?id=ai.telephony_procure_phone_number.htm&language=en_US) won’t work. 6. If you haven’t already done so, create [a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [a flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) to route calls to your voice channel. 7. Select your routing type and add details of the queue or flow. 8. Click **Next**. 9. To set up recording and transcription, follow the instructions here. 10. To finish setting up your voice channel, click **Done**. 11. To review your voice channel, from the **All Channels** tab, select the new channel. 12. At this stage, you can edit the channel name and routing settings. 13. After you complete your changes, click **Activate**. Your number is now associated with a PSTN voice channel and is ready for use. # Create a Quick Action to Store the Generated Messaging Session Summaries Create a quick action that stores the generated enhanced messaging session summaries in the fields of a Salesforce object. For example, the action stores messaging session summaries in Case object fields. ### Required Editions
View supported editions.
User Permissions Needed
To create quick actions: Customize Application
You can store the generated summaries in standard or custom fields of the MessagingSession object or one of its related objects. To store the summary in custom fields, first, create the Summary, Issue, and Resolution fields with Text Area or Text Area (Long) field types. 1. In the Object Manager in Setup, open the Salesforce object that store the generated summaries. ![The Object Manager shows different Salesforce objects, including the Case object.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_object_edit.png) 2. In the Details page, click **Buttons, Links, and Actions**. 3. Click **New Action**. 4. In the Action Type field, select **Update a Record**, and enter a label. ![The new action on the Case object is Update a Record.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_object_update_action.png) 5. Click **Save**. 6. In the Action screen, select the three fields that store the generated summaries, and drag them to the layout. If you are using custom fields, ensure that they have a Text Area or Text Area (Long) data type. Fields with other data types can’t store summaries. ![The Issue, Resolution, and Summary fields are added to the Case layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_object_update_action_select_fields.png) 7. Click **Save**. #### See Also - [Create Custom Fields](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) # Create a Quick Action to Store the Generated Voice Call Summaries Create a quick action that stores the generated voice call summaries in fields of a Salesforce object. For example, the action stores voice call summaries in VoiceCall object fields. ### Required Editions
View supported editions.
User Permissions Needed
To create quick actions: Customize Application
You can store the generated summaries in standard or custom fields of the VoiceCall object or one of its related objects. To store the summary in custom fields, first, create the fields with Text Area or Text Area (Long) field types. 1. In the Object Manager in Setup, open the Salesforce object that store the generated summaries. 2. In the Details page, click **Buttons, Links, and Actions**. 3. Click **New Action**. 4. In the Action Type field, select **Update a Record**, and enter a label like “Update Voice Call with Summaries.” ![The new action on the Case object is Update a Record.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_voice_object_update_action.png) 5. Click **Save**. 6. In the Action screen, select the fields that store the generated summaries, and drag them to the layout. If you are using custom fields, ensure that they have a Text Area or Text Area (Long) data type. Fields with other data types can’t store summaries. ![The Issue, Resolution, and Summary fields are added to the Case layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_object_update_action_select_fields.png) 7. Click **Save**. #### See Also - [Create Custom Fields](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) # Create a Report and Dashboard to View Survey Responses To view the case closure survey responses, create a report type and then create a report and dashboard. ### Required Editions
View supported editions.
User Permissions Needed
To create and update custom report types: Manage Custom Report Types
To create, edit, and delete reports in private folders: Create and Customize Reports
To create, edit, and delete reports in public and private folders: Report Builder OR Report Builder (Lightning Experience)
To create a dashboard: Drag-and-Drop Dashboard Builder
1. Create a report type. In object relationships, select Case as the primary object. Relate the case object to the Survey Subjects object. Then, relate the Survey Subjects object to the Survey Responses object. See [Custom Report Types](https://help.salesforce.com/s/articleView?id=xcloud.reports_report_type_setup.htm&type=5&language=en_US). 2. Create a report by using the new report type. See [Build a Report](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US). 3. Create a dashboard by using the new report. See [Build a Dashboard](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_build.htm&type=5&language=en_US). # Create a Risk Assessment for IT Compliance Send a structured survey to stakeholders so they can weigh in on a risk's likelihood and impact. The responses drive the evidence-based scoring your team needs to make confident treatment decisions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage risk assessments: Compliance Admin permission set OR IT Compliance Fulfiller permission set
A risk assessment is the survey your team sends from within a risk evaluation to gather input from the people closest to the risk, like the control owner, asset owner, or business unit leader. The active scoring expression set uses the participants' responses as input to recalculate the evaluation's likelihood and impact. This in turn, feeds into the residual risk score and any treatment recommendation that follows. Send assessments manually when you want a specific stakeholder's perspective. When Continuous Evaluation is turned on, the AI agent also sends assessments automatically, picking the most appropriate survey template and the relevant stakeholders for each evaluation it drafts. 1. From App Launcher, go to the IT Compliance app and select **Risks**. Open the risk record you want to assess, go to the **Assessment** tab and click **New**. 2. Fill in the assessment details: - Participant. The user or user group you're surveying. Choose stakeholders with direct knowledge of the risk, like the control owner, asset owner, or relevant business unit lead. - Survey Template. The survey to send. Pick the out-of-the-box template that best fits the evaluation type, or one your admin has customized. - Due Date. The date by which you need responses. 3. Save your changes. The participants receive a survey invitation with a link to the assessment. As responses come in, they appear on the assessment record. After all responses come in or the due date for completion is reached, the active scoring expression set uses the responses to recalculate likelihood and impact on the parent evaluation, and updates the inherent risk score accordingly. # Create a Risk Evaluation for IT Compliance Assess the severity of a registered risk by creating a risk evaluation. Gather structured feedback from stakeholders on a threat's potential impact and likelihood to automatically calculate your inherent and residual risk scores. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create risk evaluations: Compliance Admin permission set
A risk evaluation anchors a structured review of a single risk. It captures who's responsible for the review, when input is needed, and the impact and likelihood scores once stakeholders weigh in. The active scoring expression set uses those scores to calculate the inherent risk score, and recalculates the residual score as you map mitigating controls to the risk. Create evaluations manually for initial baseline reviews, periodic re-assessments, or ad-hoc reviews triggered by a business event. When Continuous Evaluation is turned on, the background agent also creates evaluations autonomously when it detects changes to mapped policy clauses, controls, or scopes. 1. From App Launcher, go to the IT Compliance app and select **Risks**. Open the risk record you want to evaluate and go to the **Evaluations** tab. 2. Click **New** and fill in the evaluation details: - Name. Like Q1 Initial Posture Analysis or Q2 Re-Assessment after Policy Update. - Subject to describe what's being evaluated and why, especially if the evaluation was triggered by a specific event. - For Assigned To, select the user responsible for running the evaluation, usually the risk owner or a security lead. - For Due Date, select the date by which the assessment must be completed. - Select a Status. New evaluations typically start in In Progress. 3. Save your changes. The evaluation appears on the Evaluations tab of the risk record. From here, your team sends Risk Assessment surveys to gather impact and likelihood input from stakeholders. Once those scores are entered, the active scoring expression set calculates the inherent risk score on the evaluation, and the residual score updates as mitigating controls get mapped to the risk. ![Example: Q1 evaluation for the North America Sales phishing risk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: Q1 evaluation for the North America Sales phishing risk Suppose your compliance team has just registered a Phishing Attack risk for the North America Sales business unit and wants to establish a baseline posture. They kick off the first evaluation: - Name: Q1 Initial Posture Analysis — Phishing NA Sales - Subject: First evaluation of phishing posture for the North America Sales tenant. - Assigned To: Jordan Kim, CISO for North America - Due Date: Mar 31, 2026 - Status: In Progress After save, the evaluation appears under the Evaluations tab on the risk record. Your team then sends Risk Assessment surveys to relevant stakeholders to gather Likelihood and Impact input. Once those scores come in, the active scoring expression set calculates the inherent risk score on the evaluation. # Create a Risk Treatment Plan for IT Compliance Decide how your team will respond to a risk and put a plan in motion. Create a treatment plan to attach an Action Plan Template, kicking off the tasks your team needs to mitigate, accept, transfer, or avoid the risk. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create a risk treatment plan: Compliance Admin permission set
A risk treatment plan records the strategy your organization is taking on a specific risk and attaches the Action Plan Template that drives the work. The template you choose determines whether the plan generates tasks focused on implementing controls (Mitigate), formalizing acceptance (Accept), shifting the burden to a vendor or insurer (Transfer), or eliminating the activity altogether (Avoid). Create a treatment plan from a Risk record when you want a long-running strategy for the risk overall, or from a Risk Evaluation when you want a remediation plan tied to a specific evaluation cycle. When Continuous Evaluation is turned on, the AI agent also attaches the published mitigate action plan template to evaluations it suggests as Mitigate, so your team can review and confirm the generated tasks instead of building the plan from scratch. 1. From App Launcher, go to the IT Compliance app and select **Risks**. Open the record you want to attach the plan to: - From a Risk record, go to the **Tasks** tab and click **New Plan**. - From a Risk Evaluation record, go to the **Treatment Plan** tab and click **Add Treatment Plan**. 2. Fill in the treatment plan details: - Action Plan Template. Select one of the out-of-the-box Compliance templates (Mitigate, Accept, Transfer, or Avoid), or a custom template your admin has published. - Plan Name. A short label that identifies the plan, including the strategy and what it covers. - Owner. The person or team accountable for executing the plan. - Start Date. The date when work on the plan begins. 3. Save your changes. The plan attaches to the record and the template's tasks are created automatically. Each task can be assigned, tracked, and closed from the plan record. As tasks are completed and controls get implemented, the residual risk score updates on the next evaluation to reflect the new posture. ![Example: mitigate plan for the North America Sales phishing risk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: mitigate plan for the North America Sales phishing risk Suppose your compliance team has registered a Phishing Attack risk for the North America Sales business unit, mapped the mitigating controls, and run an evaluation. The residual risk score still indicates further action is needed, so they create a treatment plan to drive the remediation work: - Action Plan Template: Mitigate. - Plan Name: Mitigate Phishing — North America Sales (Q1 2026). - Owner: Jordan Kim, CISO for North America. - Start Date: Apr 1, 2026. As tasks are completed, the residual risk score on the parent evaluation reflects the new posture. # Create a Role for Alumni User Registration Create a role and assign it to the admin user. With the role assigned, you can add the Customer Community Plus Add-On license to the org. ### Required Editions
View supported editions.
User Permissions Needed
To view roles and role hierarchy: View Roles and Role Hierarchy
To create, edit, and delete roles: Manage Roles
To assign users to roles: Manage Internal Users
To edit users: Manage Internal Users
1. Create a role, and give it a name—for example, CEO. See [Create a User Role](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&language=en_US). 2. Assign the role to an Admin User. See [Edit Users](https://help.salesforce.com/s/articleView?id=platform.editing_users.htm&language=en_US). # Create a Rule in Amazon Connect That Identifies Intelligence Signals Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria. ### Required Editions
View supported editions.
After creating the rule in Amazon Connect, you must create a corresponding Conversation Intelligence rule in Salesforce scoped to a specific service channel instance. To apply the same action across multiple channels, create a separate Salesforce Conversation Intelligence rule for each channel and add the rule to your Amazon Connect instance as well. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To perform exact keyword matching without any other conditions, create a rule that automatically triggers an action based on detected keywords. 1. In Amazon Connect, click **Rules**. ![The Rules option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rules_option.png) 2. Click **Create a rule** | **Contact lens**. 3. From the When dropdown, select **A Contact Lens real-time analysis is available**. Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) doesn't support Contact Lens Post-Call Analysis. 4. To define a condition, click **Add condition**, select the condition type, and then enter the condition. ![Add the condition in the Amazon rule.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_rule_condition.png) 5. Add more conditions if needed. If you add multiple conditions, specify whether any or all conditions must be met. ![The conditions appear in the rule.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rule_conditions.png) 6. Click **Next.** 7. Enter a descriptive name of the category, such as Service-Cancellation. The category name is the signal value that’s sent to the custom component when a rule is detected. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Don’t add an action in Amazon Connect. Instead, in a later step, you set up and trigger an action in Salesforce based on this category. ![Category name for rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_connect_rule_create.png) 8. Click **Next**. 9. Review the rule, and then click **Save and publish**. A new rule applies only to contacts that occur after the rule is added. #### See Also - [Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5 "Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”") - [_Amazon Documentation_: Create Rules with Contact Lens](https://docs.aws.amazon.com/connect/latest/adminguide/build-rules-for-contact-lens.html) # Create a Scheduling Constraint Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn't one, then the rule looks for a scheduling constraint on the service territory. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can create up to 50 scheduling constraints. Define a scheduling constraint for each service resource, either on the service resource record or on the service territory. If you don't know what limits to set, it's OK to set up constraints with empty values. 1. Open **Scheduling Constraints** in the App Launcher. 2. Click **New**. 3. Name your scheduling constraint, and fill in the related details. 4. Save your changes. 5. Open **Service Resources** or **Service Territories** from the App launcher. 6. Click to open an individual service resource or service territory page. 7. Scroll to the Scheduling Constraints field, add your constraint, and save your changes. # Create a Scheduling Constraint Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn’t one, then the rule looks for a scheduling constraint on the service territory. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can create up to 50 scheduling constraints. Define a scheduling constraint for each service resource, either on the service resource record or on the service territory. If you don’t know what limits to set, it’s OK to set up constraints with empty values. 1. Open **Scheduling Constraints** in the App Launcher. 2. Click **New**. 3. Name your scheduling constraint, and fill in the related details. 4. Save your changes. 5. Open **Service Resources** or **Service Territories** from the App launcher. 6. Click to open an individual service resource or service territory page. 7. Scroll to the Scheduling Constraints field, add your constraint, and save your changes. # Create a Scheduling Objective Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling. ### Required Editions
View supported editions.
Create scheduling objectives that reflect your scheduling goals. When a planner matches support reps to shifts, the scheduling engine gives each objective equal weight. 1. From Setup, in the Quick Find box, enter `Scheduling`, and then select **Objectives**. 2. Click **New**. 3. Name your scheduling objective and add a description. 4. Select the type of scheduling objective. If the objective type uses fields, enter values in the fields that appear. We predefine these objective types. - **Maximized Preferences**—When service reps define their preferred operating hours and create a service resource preference, the scheduling tools consider each service rep's preference when identifying candidates for shifts. - **Balance Shifts**— Scheduling balances the number of shifts across service reps within the specified time period. - **Balance Non-Standard Shifts**—Scheduling balances the number of non-standard shifts across service reps within the specified time period. 5. Click **Save**. Or to save and add more objectives, click **Save and New**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Create a scheduling objective of type Balance Shifts. The fields define how many days to consider when balancing shift assignments. For example, if you enter 10 in **Days Before Shift** and 50 in **Days After Shift**, the scheduling tool balances assignments across a 60-day window that spans 10 days before each shift and 50 days after it. # Create a Scheduling Objective Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). Create scheduling objectives that reflect your scheduling goals. When a planner matches support reps to shifts, the scheduling engine gives each objective equal weight. 1. From Setup, in the Quick Find box, enter Scheduling, and then select **Objectives**. 2. Click **New**. 3. Name your scheduling objective and add a description. 4. Select the type of scheduling objective. If the objective type uses fields, enter values in the fields that appear. We predefine these objective types. - Maximized Preferences—When service reps [define their preferred operating hours and create a service resource preference](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_service_resource_preference.htm&release=264.0.0&type=5 "Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences."), the scheduling tools consider each service rep's preference when identifying candidates for shifts. - Balance Shifts— Scheduling balances the number of shifts across service reps within the specified time period. - Balance Non-Standard Shifts—Scheduling balances the number of non-standard shifts across service reps within the specified time period. 5. Click **Save**. Or to save and add more objectives, click **Save and New**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Create a scheduling objective of type Balance Shifts. The fields define how many days to consider when balancing shift assignments. For example, if you enter 10 in **Days Before Shift** and 50 in **Days After Shift**, the scheduling tool balances assignments across a 60-day window that spans 10 days before each shift and 50 days after it. # Create a Scheduling Objective for Shifts Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To set scheduling objectives:

Field Service Standard

AND

Customize Application
Create scheduling objectives that reflect your shift scheduling goals. When a planner schedules shifts for service resources, the shift scheduling engine gives each objective equal weight. For each objective, potential service resources are assigned a score to reflect how well the objective is met. The service resource with the highest score is prioritized for shift scheduling. 1. Access the Scheduling Objectives page. 1. From Setup, in the Quick Find box, enter objectives, and then select **Scheduling Objectives**. From the Scheduling Objectives page, you can: - Select, customize, or create your own view of the data. - Create, edit, and delete scheduling objectives. 2. Create a Scheduling Objective. 1. From the Scheduling Objective page, click **New**. 2. Enter a name and description. 3. Select the **Scheduling Objective Type**. We predefine these objective types. - Service Resource (Call Center Rep) Preference—Service resource preferences allow you, the call center rep, to take ownership of your schedule. Each call center rep can [define service resource preferred working hours](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_service_resource_preference.htm&type=5&language=en_US) as operating hours in the Preferences related list in the service resource records. When planners schedule shifts, Field Service shift scheduling tools consider each service resource's availability preference when identifying candidates for shifts. For example, a service resource can work from 8:00 AM to 8:00 PM every day of the week, but prefers working on weekdays. You can create an operating hours record with time slots as weekdays, from 8:00 AM to 8:00 PM. Associate the record to the service resource via a related Service Resource Preference record to make sure the shift scheduling engine takes the preference into consideration. - Balance Shifts— Scheduling balances the number of shifts across call center reps within the specified time period. - Balance Non-Standard Shifts—Scheduling balances the number of non-standard shifts across call center reps within the specified time period. 4. Save your work. ![New scheduling objective](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_scheduling_objective.png) 3. To edit a scheduling objective, open the dropdown action menu and select **Edit**. 4. To delete a scheduling objective, open the dropdown action menu and select **Delete**. #### See Also - [Create a Scheduling Rule for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rules_create.htm&release=264.0.0&type=5 "Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules.") - [Scheduling Rule Types](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rule_types.htm&release=264.0.0&type=5 "Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules.") - [Add Shift Scheduling Constraints](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_constraint_create.htm&release=264.0.0&type=5 "Scheduling constraints are records that are defined on the service resource or service territory. They set  the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [What Are Shifts?](https://help.salesforce.com/s/articleView?id=service.fs_shifts_plan.htm&type=5&language=en_US) - [Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&type=5&language=en_US) # Create a Scheduling Rule Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules. ### Required Editions
View supported editions.
To make the scheduling tools work effectively, a Match Territory scheduling rule is required. **Scheduling Rule Types**
Type Description
Availability

Checks if the service resource is available to be assigned to a shift. An Availability rule checks that there are no other shifts assigned at the same time. In addition, you can select whether an Availability rule:

  • Considers support reps' absences
  • Considers support reps' working hours. Service territory membership—the operating hours that support reps are available to work in their primary or secondary service territories—determines working hours.
Limit Non-Standard Shifts Checks if the service resource has reached the limit for non-standard shifts. Specify the limit in a scheduling constraint on each service resource or service territory.
Match Skills

Checks if the service resource has the appropriate skills to be assigned to the shift. Skill levels aren't considered. The scheduling logic looks at the skill related list on the service resource and compares it to the skill requirements specified in the shift's job profile.

If you want to schedule using skill levels, create a separate skill for each level. For example, define skills named Claims Level 1, Claims Level 2, and Claims Level 3. Assign these skills to different job profiles and add the right skills to your support reps. For example, assign all three skills to a Level 3 support rep. Scheduling then considers a Level 3 support rep for shifts that have a job profile that requires a Level 1, 2, or 3 skill.
Match Queues (Workforce Management only) Checks if the support rep in the service resource record is a member of all queues that are mapped to the shift's job profile. Before you can create an Omni-Channel plan, map each job profile to the queues that route work assignments.
Match Territory Required: Checks if the service resource belongs to the shift's territory. The scheduling logic considers the dates and time of service territory membership. It also considers the primary and secondary types of territory membership, but doesn't consider the relocation type.
Rest Time in Minutes Checks if the service resource has a minimum rest time between consecutive shifts. Define a scheduling constraint with the rest time in minutes and assign it to the appropriate service resources or service territories.
Work Limit Checks if the service resource can handle the work unit maximum. You decide if the work unit max is measured in hours or shifts. You choose a specific scheduling constraint to define the type of work required. And you decide if the max is per day, week, or month. You can create custom scheduling constraints.
**Create a Scheduling Rule** Create a Match Territory rule and any other scheduling rules that you want. 1. From Setup, in the Quick Find box, enter `Workforce Engagement Management`, select **Scheduling**, and then select **Rules**. 2. Click **New**. 3. Name your scheduling rule and add a description. 4. Select the rule type. If the rule uses a scheduling constraint, select the constraint. To add a custom constraint, use the Object Manager and add a custom field on the Scheduling Constraint object. 5. Click **Save**. Or to save and add more rules, click **Save and New**. Shift scheduling tools, including get candidates, batch assignment, and mass shift update, then check your rules when matching support reps to shifts. When the scheduling logic looks for support reps to assign to shifts, it considers only support reps that pass all of the rules. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example To limit the number of hours that a support rep can work each day, create a rule of type Work Limit. Your rule can check a scheduling constraint on a service resource or service territory to see if the support rep has reached the limit for assigned shift hours in a single day. # Create a Scheduling Rule Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). To make the scheduling tools work effectively, a Match Territory scheduling rule is required. ## Scheduling Rule Types
Type Description
Availability

Checks if the service resource is available to be assigned to a shift. An Availability rule checks that there are no other shifts assigned at the same time. In addition, you can select whether an Availability rule:

  • Considers support reps’ absences
  • Considers support reps’ working hours. Service territory membership—the operating hours that support reps are available to work in their primary or secondary service territories—determines working hours.
Limit Non-Standard Shifts Checks if the service resource has reached the limit for non-standard shifts. Specify the limit in a scheduling constraint on each service resource or service territory.
Match Skills

Checks if the service resource has the appropriate skills to be assigned to the shift. Skill levels aren’t considered. The scheduling logic looks at the skill related list on the service resource and compares it to the skill requirements specified in the shift's job profile.

If you want to schedule using skill levels, create a separate skill for each level. For example, define skills named Claims Level 1, Claims Level 2, and Claims Level 3. Assign these skills to different job profiles and add the right skills to your support reps. For example, assign all three skills to a Level 3 support rep. Scheduling then considers a Level 3 support rep for shifts that have a job profile that requires a Level 1, 2, or 3 skill.

Match Queues (Workforce Engagement only) Checks if the support rep in the service resource record is a member of all queues that are mapped to the shift's job profile. Before you can create an Omni-Channel plan, map each job profile to the queues that route work assignments.
Match Territory Required: Checks if the service resource belongs to the shift’s territory. The scheduling logic considers the dates and time of service territory membership. It also considers the primary and secondary types of territory membership, but doesn't consider the relocation type.
Rest Time in Minutes Checks if the service resource has a minimum rest time between consecutive shifts. Define a scheduling constraint with the rest time in minutes and assign it to the appropriate service resources or service territories.
Work Limit Checks if the service resource can handle the work unit maximum. You decide if the work unit max is measured in hours or shifts. You choose a specific scheduling constraint to define the type of work required. And you decide if the max is per day, week, or month. You can create custom scheduling constraints.
## Create a Scheduling Rule Create a Match Territory rule and any other scheduling rules that you want. 1. From Setup, in the Quick Find box, enter Workforce Engagement Management, select **Scheduling**, and then select **Rules**. 2. Click **New**. 3. Name your scheduling rule and add a description. 4. Select the rule type. If the rule uses a scheduling constraint, select the constraint. To add a custom constraint, use the Object Manager and add a custom field on the Scheduling Constraint object. 5. Click **Save**. Or to save and add more rules, click **Save and New**. Shift scheduling tools, including get candidates, batch assignment, and mass shift update, then check your rules when matching support reps to shifts. When the scheduling logic looks for support reps to assign to shifts, it considers only support reps that pass all of the rules. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example To limit the number of hours that a support rep can work each day, create a rule of type Work Limit. Your rule can check a scheduling constraint on a service resource or service territory to see if the support rep has reached the limit for assigned shift hours in a single day. # Create a Scheduling Rule for Shifts Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create scheduling rules:

Field Service Standard

AND

Customize Application
To create a scheduling rule: 1. From Setup, in the Quick Find box, enter rules, and then select **Rules**. 2. To create a new listview: 1. Click the gear icon, and select **New**. 2. Name your listview, and select who can view it. 3. Save your changes. 3. To create a scheduling rule, click **New**. 4. Name your scheduling rule and select a **Scheduling Rule Type**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can ignore the Match Queue rule type. 5. Fill out the fields on the form and save your work. Shift scheduling tools, including Get Candidates, batch assignment, and mass shift update, then evaluate service resources against the defined scheduling rules to identify which resources are eligible to be assigned specific shifts. There are five default rules that you can use as examples. The default rules are turned off until you enable them. - Availability—only assign a service resource with availability. - Match territory—only assign shifts with a service territory that matches the service resource’s service territory for the time period of the shift. The service resource can be primary, secondary, or relocation service territory members. - Match skill—only assign shifts if the service resource’s skills match the job profile skills. - Enforce work limits—limit the number of work hours per day, week, or month, or limit the number of shifts per day, week, or month. Define work limits in the Scheduling Constraint tab. - Limit nonstandard shifts—Use the Non-Standard checkbox on shifts and shift templates to flag undesirable shifts to limit how many non-standard shifts are assigned to each resource per month. For example, if the limit is two then a resource assigned to two non-standard shifts won’t be assigned to a third. #### See Also - [Create a Scheduling Objective for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_objectives.htm&release=264.0.0&type=5 "Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process.") - [Scheduling Rule Types](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rule_types.htm&release=264.0.0&type=5 "Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules.") - [Add Shift Scheduling Constraints](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_constraint_create.htm&release=264.0.0&type=5 "Scheduling constraints are records that are defined on the service resource or service territory. They set  the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [What Are Shifts?](https://help.salesforce.com/s/articleView?id=service.fs_shifts_plan.htm&type=5&language=en_US) - [Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&type=5&language=en_US) # Create a Search Index for Change Request for IT Services Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your change request data usable for AI features that use Data 360. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create search indexes: Data Cloud Admin
## Configure the Change Request Data Stream Create a data stream to ingest your change request data from Salesforce into Data Cloud. 1. From the App Launcher, find and select **Data Cloud**. 2. Click the **Data Streams** tab. 3. In the data stream window, click **New**. 4. Under connected sources, select **Salesforce CRM** and click **Next**. 5. Select the Salesforce org that contains your change request data. 6. Click **View Objects**. A list of available Salesforce objects appears. 7. Find and select the **Change Request** object, and then click **Next**. 8. On the change request details page: 1. Select the object category as **Others**. 2. Ensure all required fields are selected. By default, all fields are included. 9. Click **Next**. 10. Review the data stream details and click **Deploy**. After deployment, Data 360 creates a new data stream named ChangeRequest\_Home. ## Map Data Stream Fields Map Change Request fields to the corresponding fields in the change request data model object (DMO). This ensures that Data 360 correctly interprets your data. 1. From the Data Streams tab, click the **ChangeRequest\_Home** data stream you just created. 2. On the data mapping card, click **Start**. 3. On the data model entities card, click **Select objects**. 4. In the data mapping interface, you see the source fields from ChangeRequest\_Home on the left and the target fields in the data model on the right. 5. Map the fields that are required for your processes. Map these recommended fields: - ChangeRequestId - SubjectText - Description - ChangeRequestCategory - ChangeRequestNumber - ChangeRequestSubCategory - ChangeRequestImpact - ChangeRequestPriority - ChangeRequestUrgency - ChangeRequestStatus - ChangeRequestRiskLevel - ChangeRequestBusinessReason - TestPlanDescription - ImplementationPlanDescription - RiskImpactAnalysisText - ClosedStatusCommentText - FinalReviewNotesText 6. After you have mapped all required fields, click **Save & Close**. 7. Go to the data streams tab and monitor the ChangeRequest\_Home data stream. Wait for the status to change to Active, which indicates that Data 360 ingested and mapped the data. ## Create the Search Index Create a search index to enable fast and efficient querying of your change request data for AI-driven features. You can use the advanced setup for more control. 1. In Data Cloud, go to the **Search Index** tab. If you don't see the Search Index tab, click **More** and then select it. 2. In the new search index configuration window, select **Advanced Setup** and click **Next**. 3. Select the **Change Request** data model object. 4. Click **Next**. 5. In the chunking step: 1. Click **Manage Fields**. 2. Select the check boxes for the Subject and Description fields. These fields are used to create searchable text chunks. 3. Click **Save**. 6. Click **Next**. 7. In the vectorization step, select the **E5 Large V2 Embedding Model** and click **Next**. 8. Select a vectorization strategy based on your embedding model. This strategy determines how Data 360 measures your unstructured data for semantic relevance when building search results 9. In the fields for filtering step, drag the fields you want to use for filtering search results from the Available Fields list to the Selected Fields area. Add these recommended fields: - Status Category - Category 10. Click **Next**. 11. On the review and build step, review the complete configuration. 12. Click **Save** to create and build the search index. After the search index is created and processed, you can view its configuration details and process history from the Search Index tab. # Create a Search Index for Incident for IT Services Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your incident data usable for AI features that use Data 360. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create search indexes: Data Cloud Admin
## Configure the Incident Data Stream Create a data stream to ingest your incident data from Salesforce into Data 360. 1. From the App Launcher, find and select **Data Cloud**. 2. Click the **Data Streams** tab. 3. In the Data Stream window, click **New**. 4. Under connected sources, select **Salesforce CRM** and click **Next**. 5. Select the Salesforce org that contains your incident data. 6. Click **View Objects**. A list of available Salesforce objects appears. 7. Find and select the **Incident** object, and then click **Next**. 8. On the incident details page: 1. Select the object category as **Others**. 2. Ensure all required fields are selected. By default, all fields are included. 9. Click **Next**. 10. Review the data stream details and click **Deploy**. After deployment, Data 360 creates a new data stream named Incident\_Home. ## Map Data Stream Fields Map Incident record fields to the corresponding fields in the Incident data model object (DMO). Mapping ensures that Data 360 correctly interprets your data. 1. From the Data Streams tab, click the **Incident\_Home** data stream you just created. 2. On the data mapping card, click **Start**. 3. On the data model entities card, click **Select objects**. In the data mapping interface, you see the source fields from Incident\_Home on the left and the target fields in the data model on the right. 4. Map the fields that are required for your processes. Map these recommended fields: - IncidentId - SubjectText - Description - IncidentCategory - IncidentSubCateogory - IncidentUrgency - IncidentImpact - IncidentStatusCategory - CreatedDate - IncidentPriority - IncidentNumber - IncidentStatus - IncidentResolution - IncidentResolutionStatus - ResolutionSummaryText - IsMajorIncident - IncidentType - OwnerId 5. After you have mapped all required fields, click **Save & Close**. 6. Go to the data streams tab and monitor the Incident\_Home data stream. Wait for the status to change to Active, which indicates that Data 360 has ingested and mapped the data. ## Create the Search Index Create a search index to enable fast and efficient querying of your incident data for AI-driven features. You can use a preconfigured data kit for a quick setup or use the advanced setup for more control. 1. In Data Cloud, go to the **Search Index** tab. If you don't see the Search Index tab, click **More** and then select it. 2. Click **New**. 3. In the new search index configuration window, choose your setup method: - From a Data Kit: For a streamlined setup, select **From a Data Kit**. Select **IT Services Data Kit** from the list, select the **Incident** index, and then click **Next**. - Advanced Setup: For manual control, select **Advanced Setup** and click **Next**. 4. Select the **Incident** data model object. 5. Click **Next**. 6. In the chunking step: 1. Click **Manage Fields**. 2. Select the check boxes for the Subject and Description fields. These fields are used to create searchable text chunks. 3. Click **Save**. 7. Click **Next**. 8. In the vectorization step, select the **E5 Large V2 Embedding Model** and click **Next**. 9. Select a vectorization strategy based on your embedding model. This strategy determines how Data 360 measures your unstructured data for semantic relevance when building search results. 10. In the fields for filtering step, drag the fields you want to use for filtering search results from the available fields list to the selected fields area. Add these recommended fields: - Status Category - Category - Priority - Created Date - Owner Id 11. Click **Next**. 12. On the review and build step, review the complete configuration. 13. Click **Save** to create and build the search index. After the search index is created and processed, you can view its configuration details and process history from the search index tab. # Create a Search Index for Problem for IT Services Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your problem data usable for AI features that use Data 360. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create search indexes: Data Cloud Admin
## Configure the Problem Data Stream Create a data stream to ingest your problem data from Salesforce into Data Cloud. 1. From the App Launcher, find and select **Data Cloud**. 2. Click the **Data Streams** tab. 3. In the Data Stream window, click **New**. 4. Under connected sources, select **Salesforce CRM** and click **Next**. 5. Select the Salesforce org that contains your problem data. 6. Click **View Objects**. A list of available Salesforce objects appears. 7. Find and select the **Problem** object, and then click **Next**. 8. On the problem details page: 1. Select the object category as **Others**. 2. Ensure all required fields are selected. By default, all fields are included. 9. Click **Next**. 10. Review the data stream details and click **Deploy**. After deployment, Data 360 creates a new data stream named Problem\_Home. ## Map Data Stream Fields Map Problem record fields to the corresponding fields in the problem data model object (DMO). Mapping ensures that Data 360 correctly interprets your data. 1. From the Data Streams tab, click the **Peoblem\_Home** data stream you just created. 2. On the data mapping card, click **Start**. 3. On the data model entities card, click **Select objects**. In the data mapping interface, you see the source fields from Problem\_Home on the left and the target fields in the data model on the right. 4. Map the fields that are required for your processes. Map these recommended fields: - Problemid - ProblemNumber - SubjectDescription - Description - ProblemCategory - ProblemSubCateogory - ProblemPriority - ProblemStatusCategory - RootCauseSummaryText - OwnerId - CreatedDate - ProblemImpact - ProblemUrgency - ProblemStatus - ProblemResolutionStatus - ResolutionSummaryText - WorkaroundDescription - PermanentSolutionDescription - CommentText 5. After you mapped all required fields, click **Save & Close**. 6. Go to the data streams tab and monitor the Problem\_Home data stream. Wait for the status to change to Active, which indicates that Data 360 ingested and mapped the data. ## Create the Search Index Create a search index to enable fast and efficient querying of your problem data for AI-driven features. You can use a preconfigured data kit for a quick setup or use the advanced setup for more control. 1. In Data Cloud, go to the **Search Index** tab. If you don't see the search index tab, click **More** and then select it. 2. Click **New**. 3. In the new search index configuration window, choose your setup method: - From a Data Kit: For a streamlined setup, select **From a Data Kit**. Select **IT Services Data Kit** from the list, select the **Problem** index, and then click **Next**. - Advanced Setup: For manual control, select **Advanced Setup** and click **Next**. 4. Select the **Problem** data model object. 5. Click **Next**. 6. In the chunking step: 1. Click **Manage Fields**. 2. Select the check boxes for the Subject and Description fields. These fields are used to create searchable text chunks. 3. Click **Save**. 7. Click **Next**. 8. In the vectorization step, select the **E5 Large V2 Embedding Model** and click **Next**. 9. Select a vectorization strategy based on your embedding model. This strategy determines how Data 360 measures your unstructured data for semantic relevance when building search results. 10. In the fields for filtering step, drag the fields you want to use for filtering search results from the available fields list to the selected fields area. Add these recommended fields: - Status Category - Category - Root Cause Summary - Priority - Owner ID - Created Date 11. Click **Next**. 12. On the review and build step, review the complete configuration. 13. Click **Save** to create and build the search index. After the search index is created and processed, you can view its configuration details and process history from the search index tab. # Create a Search Index for Product2 for IT Services Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your product2 data usable for AI features that use Data 360. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create search indexes: Data Cloud Admin
## Configure the Product Data Stream Create a data stream to ingest your product2 data from Salesforce into Data 360. 1. From the App Launcher, find and select **Data Cloud**. 2. Click the **Data Streams** tab. 3. In the Data Stream window, click **New**. 4. Under connected sources, select **Salesforce CRM** and click **Next**. 5. Select the Salesforce org that contains your product2 data. 6. Click **View Objects**. A list of available Salesforce objects appears. 7. Find and select the **Product** object, and then click **Next**. 8. On the prodcut2 details page: 1. Select the object category as **Others**. 2. Ensure all required fields are selected. By default, all fields are included. 9. Click **Next**. 10. Review the data stream details and click **Deploy**. After deployment, Data 360 creates a new data stream named Product2\_Home. ## Map Data Stream Fields Map Product2 record fields to the corresponding fields in the Product2 data model object (DMO). Mapping ensures that correctly interprets your data. 1. From the Data Streams tab, click the **Product2\_Home** data stream you just created. 2. On the data mapping card, click **Start**. 3. On the data model entities card, click **Select objects**. In the data mapping interface, you see the source fields from Product2\_Home on the left and the target fields in the data model on the right. 4. Map the fields that are required for your processes. Map these recommended fields: - Name - Description - Active - UsedFor - ProductId - SubjectText - Description - ProductCategory - ProductSubCateogory - ProductUrgency - ProductImpact - ProductStatusCategory - CreatedDate - ProductPriority - ProductNumber - ProductStatus - ProductResolution - ProductResolutionStatus - ResolutionSummaryText - IsMajorProduct - ProductType - OwnerId 5. After you have mapped all required fields, click **Save & Close**. 6. Go to the data streams tab and monitor the Product2\_Home data stream. Wait for the status to change to Active, which indicates that Data 360 has ingested and mapped the data. ## Create the Search Index Create a search Product2 to enable fast and efficient querying of your Product2 data for AI-driven features. You can use a preconfigured data kit for a quick setup or use the advanced setup for more control. 1. In Data Cloud, go to the **Search Index** tab. If you don't see the Search Index tab, click **More** and then select it. 2. Click **New**. 3. In the new search index configuration window, choose your setup method: - From a Data Kit: For a streamlined setup, select **From a Data Kit**. Select **IT Services Data Kit** from the list, select the **Product2** index, and then click **Next**. - Advanced Setup: For manual control, select **Advanced Setup** and click **Next**. 4. Select the **Product2** data model object. 5. Click **Next**. 6. In the chunking step: 1. Click **Manage Fields**. 2. Select the check boxes for the Name and Description fields. These fields are used to create searchable text chunks. 3. Click **Save**. 7. Click **Next**. 8. In the vectorization step, select the **E5 Large V2 Embedding Model** and click **Next**. 9. Select a vectorization strategy based on your embedding model. This strategy determines how Data 360 measures your unstructured data for semantic relevance when building search results. 10. In the fields for filtering step, drag the fields you want to use for filtering search results from the available fields list to the selected fields area. Add these recommended fields: - Active - UsedFor 11. Click **Next**. 12. On the review and build step, review the complete configuration. 13. Click **Save** to create and build the search index. After the search index is created and processed, you can view its configuration details and process history from the search index tab. # Create a Send Email Quick Action for Cases Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app. ### Required Editions
View supported editions.
User Permissions Needed
To create and modify the Send Email quick action: Manage Cases AND Customize Application
To edit a page layout: Customize Application
You must have Email-to-Case enabled to use the Send Email quick action on the Cases object. The Send Email quick action is created by default when you enable Email-to-Case on new orgs. If your org was created before Spring ’17, or if you enabled Email-to-Case before Spring ’17, create a Send Email quick action. 1. Create the Send Email quick action. 1. From Setup, click the **Object Manager** tab. Select **Cases**, and open the **Buttons, Links, and Actions** setup page. 2. Click **New Action**. 3. For Action Type, select **Send Email**. 4. For Standard Label Type field, select a label for this action. When you add the action to the case page layout, this label is displayed in the actions bar. 5. The Name field is auto-filled. This name is used in the API and managed packages. It must begin with a letter and use only alphanumeric characters and underscores, and it can’t end with an underscore or have two consecutive underscores. Unless you’re familiar with working with the API, we suggest not editing this field. 6. In the Description field, describe what this quick action does. The description appears on the detail page for the action and in the list on the Buttons, Links, and Actions page. The description isn’t visible to your users. If you’re creating several actions on the same object, we recommend using a detailed description. ![Send Email action information setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/case_interaction_send_email_quick_action_setup.png) 7. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The email layout page opens, where you can specify the fields shown in the email action. 2. Arrange the email fields in the order that you want. When a support rep selects the quick action, the email fields are displayed in this order. 1. From the Email Message Fields menu, drag fields into the email layout. To remove fields, drag them from the email layout to the Email Message Fields section. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The To Address, From picklist, Subject, and HTML Body fields are added by default. ![Add fields to the email layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/case_interaction_send_email_message_layout.png) 2. To make a field read-only or required, hover over the field and then click ![Wrench icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/case_interaction_send_email_message_layout_wrench_icon.png) and specify the field properties. ![Field properties menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/case_interaction/case_interaction_send_email_message_layout_properties.png) 3. To save the field properties, click **OK**. 4. Click **Save**. 3. To ensure that emails are associated with Salesforce records, create predefined field values for the To Recipients, CC Recipients, and BCC Recipients fields. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important In new orgs, when you enable Email-to-Case, we automatically configure the To Recipients predefined field value for you, so you can skip this step. However, if your org was created before Winter ’18, or if you enabled Email-to-Case before Winter ’18, complete the following steps to create predefined field values. We recommend that you define a value for the To Recipients field. The case email action provides a predefined field value (the case contact’s email address) for the To field. Emails aren’t associated with the Salesforce case contact record because this predefined field type is Text (a plain email address with no link to the case contact). To change the default experience and associate emails with Salesforce records, you must create predefined field values. The predefined field values for the To Recipients, CC Recipients, and BCC Recipients fields are filled only for the initial email. The fields aren’t pre-filled for reply emails or forwarded emails. 1. In the Predefined Field Values section, click **New**. 2. For Field Name, select one of these fields. - To Recipients - CC Recipients - BCC Recipients 3. Use the formula editor to associate your selected field with a Salesforce record using the JUNCTIONIDLIST function. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For values with only one ID, you don’t have to use the JUNCTIONIDLIST function. For example: - To associate the To Recipients field with the case’s contact record, enter: JUNCTIONIDLIST(Case.ContactId) OR Case.ContactId - To associate the BCC Recipients field with the case’s owner and the owner’s manager, enter: JUNCTIONIDLIST(Case.OwnerId, Case.Owner:User.ManagerId) 1. Click **Save**. After you define the quick action, [add it to the case page layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5 "Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout.") so it’s available for service reps to use. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Send Email quick actions are not available on cases in Experience Builder sites. To automatically save emails your service reps are working on, enable email drafts. - **[Apply a Default Email Template Using the Send Email Quick Action](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_default_email_template_lex.htm&release=264.0.0&type=5)** Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails. - **[Fields Available on the Send Email Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_fields.htm&release=264.0.0&type=5)** After you create an Email quick action for cases, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout. - **[Send Email Action Considerations for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_considerations.htm&release=264.0.0&type=5)** Before working with the Send Email action for cases, be aware of these limitations. - **[Understand How Default Values for Case Emails Work](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_default_field_values_matrix.htm&release=264.0.0&type=5)** There are lots of ways to control the default values your support reps see when responding to customer cases using email. Depending on your business needs, you can set up different types of default field values using various methods. #### See Also - [Add Functionality to the Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5 "Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes.") # Create a Service Document Template Create a service document template with Document Builder. ### Required Editions
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create a service document template: Document Builder
Create a service document template from Work Order, Work Order Line Item, and Service Appointment. - From a desktop browser, you can create PDFs from Work Order, Work Order Line Item, and Service Appointment. - From the Field Service mobile app, you can generate PDFs from Work Order, Work Order Line Item, and Service Appointment on both Android and iOS. 1. From Setup, in the Quick Find box, enter Document Builder, and then select **Document Builder**. 2. To create a template, click **New Template**. 3. To indicate the type of service document you’re creating, for example, Service Appointment Debrief, add a label. 4. Select any object from the dropdown list: **Work Order**, **Work Order Line Item**, or **Service Appointment**. Your selection dictates which object the template is created from and which fields and related lists appear in Document Builder. Click **Next**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t set the Service Document Template field from Work Order, Work Order Line Item, or Service Appointment, the document template can also be derived from one of the three corresponding Document Template fields on Work Type. 5. Choose between a blank template and a standard default template. Using a standard template gives you a starting point with added fields and related lists. Now you’re ready to start building your service document. - **[Template Builder](https://help.salesforce.com/s/articleView?id=service.fs_template_builder.htm&release=264.0.0&type=5)** Build service document templates in Document Builder with the template builder. - **[Document Builder Standard Components](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_standard_components.htm&release=264.0.0&type=5)** Here’s a list of standard components available for Document Builder, with descriptions. - **[Activate a Service Document Template](https://help.salesforce.com/s/articleView?id=service.fs_activate_service_document_template.htm&release=264.0.0&type=5)** To create service documents and PDFs with Document Builder, activate a template. - **[Setting the Service Document Template Field](https://help.salesforce.com/s/articleView?id=service.fs_service_document_template_field.htm&release=264.0.0&type=5)** You can find the standard field Service Document template in the three objects: Work Order, Work Order Line Item, and Service Appointment. This field points to the template ID, which sets the template for each service document. This topic covers how to find the template ID and how to populate the Service Document Template field. # Create a Service Process to Manage Expenses Your employees can use this service process to submit expense reports for categories, such as wellness reimbursements, office and IT supplies, and more, all from Employee Portal. Approvals are routed automatically, which simplifies the workflow for employees and approvers and reduces manual work. You can configure and manage expense policies and limits, ensuring financial compliance and transparency. This service process is available only if you use Workday for expense management. ### Required Editions
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder Manage Flow
#### See Also - [Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.unified_catalog_intro.htm&language=en_US) ## Create a Service Process and Add Attributes 1. From the App Launcher, find and select **Unified Catalog**. 2. From the sidebar, click **Services**. 3. Click **New Service**. 4. Click **Service Process**, and then click **Next**. 5. Enter a name for the service process. 6. Save your changes. 7. Click **Next**. 8. In the Attribute Canvas section, add attributes to the service process. | Name | Data Type | Parent Attribute | | --- | --- | --- | | DocumentName | Text | ExpenseItems | | ExpenseCategory | Text | ExpenseItems | | CostCentre | Text |   | | CurrencyId | Text | ExpenseItems | | Description | Text | ExpenseItems | | DocumentId | Attachment | ExpenseItems | | ExpenseDate | Text | ExpenseItems | | ExpenseItems | ListOfMaps |   | | ItemTypeId | Text | ExpenseItems | | PerUnitAmount | Number | ExpenseItems | | Quantity | Number | ExpenseItems | | ReportDate | Text |   | | TotalAmount | Number | ExpenseItems | 9. Click **Next**. 10. Save your changes. ## Configure the Intake Form 1. In Setup, find and select **Flows**. 2. Click **New Flow**. 3. In the Screen category, click **View All**. 4. In the Templates section, click the **Create Expense Report** template. 5. In the Add Expense Categories element, add the expense categories you want to fetch expense items for, such as wellness reimbursement and IT supplies. Set the ExpenseCategories variable to the category IDs. 6. After the Review Expense Report Details element, add an Action element. 7. In the Action element, select a dynamic invocable action by searching with the name or ID of the service process you created. 8. Enter the name and description for the action, and set the input values. | Input Value | Variable | | --- | --- | | CostCenter | costCenter | | ExpenseItems | FormattedExpenses | | ReportDate | reportDate | 9. After the Action element, add an Assignment element. 10. Enter the name and description for the Assignment element, and set the caseId variable to the anchorEntityId returned by the Action element. The case ID is used in the succeeding elements to update the case record. 11. Add the Sending Notifications invocable action if you want to send Slack notifications to the employee. See [Manage Requests and Tickets with the Employee Service Slack App](https://help.salesforce.com/s/articleView?id=service.es_employee_service_slack_app.htm&language=en_US). 12. Click **Save as New Flow**, and activate the flow. ## Create an Integration Definition Before creating an integration definition, [enable the Workday Expense Management MuleSoft integration app in the org](https://help.salesforce.com/s/articleView?id=service.es_enable_expense_management.htm&language=en_US). When you create the integration definition, use the named credential that's created for the enabled integration instance. To create the integration definition, use the Apex class sfdc\_employee\_service.EmployeeServiceIntegration. See [Create an Integration Definition](https://help.salesforce.com/s/articleView?id=ind.consumption_framework_integration_definitions.htm&language=en_US). ## Configure the Fulfillment Flow 1. In Setup, find and select **Flows**. 2. Click **New Flow**. 3. In the Autolaunched category, click **View All**. 4. In the Templates section, click the **Process Employee Service Request** template. 5. To send an email when the manager rejects a service request, edit the Send Rejection Email to the Employee action. 6. To send an email when the manager approves a service request, edit the Send Service Request Processed email action. 7. Under Configure Sender Details, add sender type and sender's email address. 8. Click **Save**, and activate the flow. 9. Click **New Flow**. 10. In the Triggered category, click **View All**. 11. In the Types section, click the **Record-Triggered Flow Approval Process** type. 12. Configure Start. In formula, replace the Product ID placeholder with the ID of the service process created previously. 13. At the Process Service Request step, click **Update Manager Decision**. 14. Under Select an Action to Run, select the flow you created previously from the Process Employee Service Request template. 15. Set input values. | Field | Value | | --- | --- | | approvalDecision | Send Service Request for Approval > Assign Case to Manager > Outputs > approvalDecision | | integrationDefinitionApiName | | | rejectionMessage | Send Service Request for Approval > Assign Case to Manager > Outputs > approvalComments | | svcCatalogReqId | System (global variable) > Triggering Case > Case Source ID (SvcCatalogRequest) > Service Catalog Request ID (record field) | 16. Click **Save**, and activate the flow. ## Attach the Intake Form 1. From the App Launcher, find and select **Unified Catalog**. 2. From the sidebar, click **Services**. 3. Click the service process you created. 4. In the Intake Form screen, click **Attach an Existing Form**. 5. Select **Screen Flow**, and then click **Next**. 6. Select the intake flow you configured, and then click **Next**. 7. Save your changes, and click **Activate**. ## Add the Service Process to a Catalog Select an existing catalog or create a new catalog. 1. From the Unified Catalog navigation menu, click **Catalogs**. 2. Click **New**. 3. Enter the required information, and select **Service Process** as the catalog type. 4. Save your changes. 5. In the Categories section, click **New Category**. 6. Enter the required information, and save your changes. 7. In the Categories section, click the category you created. 8. Click **Add**, and select **Existing Products and Services**. 9. Select the service process you created, and save your changes. ## Configure the Unified Catalog Component 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Employee Portal site, click **Builder**. 3. From Home, click **Service Catalog** in the builder page menu. 4. In the builder canvas, delete the **Employee Portal Service Catalog** component. 5. From the Components pane, drag the Unified Catalog component onto the content section of builder canvas. 6. In the Unified Catalog pane, enter the record ID. The Record Id field is populated with {!recordId} by default. If you add the Unified Catalog component to catalog pages and want the Record Id value to be automatically populated at runtime based on the user-selected catalog, retain {!recordId} as the value. If you add the component to any other page, enter the unique ID of a catalog in the Record Id field. See [Locate the Unique ID of a Record in Salesforce](https://help.salesforce.com/s/articleView?id=000385008&language=en_US&type=1). 7. In the Unified Catalog pane, type custom titles in the Component Title and All Services Tab Title fields. To configure other fields, see [Customize the Product-Browsing Experience](https://help.salesforce.com/s/articleView?id=ind.product_catalog_customize_products_list_view.htm&type=5&language=en_US). # Create a Service Process to View and Update Direct Deposit Details Your employees can use this service process to view, verify, and update the direct deposit details of the bank account where they receive payments and reimbursements from their organization. Create this service process to streamline the payroll process and ensure compliance with labor laws and regulations. This service process is available only if you use Workday for managing direct deposits. ### Required Editions
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder Manage Flow
With this service process, your employees can view and update these direct deposit details. - Account Holder Name - Account Nickname - Account Number - Account Type - Bank Identification Number - Bank Name - Country Code - Currency Code - Deposit Type - Distribution Value - Percentage - Routing Number #### See Also - [Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.unified_catalog_intro.htm&language=en_US) ## Create a Service Process and Add Attributes 1. From the App Launcher, find and select **Unified Catalog**. 2. From the sidebar, click **Services**. 3. Click **New Service**. 4. Click **Service Process**, and then click **Next**. 5. Enter a name for the service process. 6. Save your changes. 7. Click **Next**. 8. In the Attribute Canvas section, add attributes to the service process. These attributes are applicable to only the US region. | Name | Data Type | Parent Attribute | | --- | --- | --- | | accountNickname | Text | paymentElections | | accountNumber | Text | paymentElections | | accountType | Text | paymentElections | | bankAccountNickname | Text | paymentElections | | bankCurrencyCode | Text | paymentElections | | bankIdNumber | Text | paymentElections | | bankName | Text | paymentElections | | countryCode | Text | paymentElections | | currencyCode | Text | paymentElections | | distributionType | Text | paymentElections | | distributionValue | Text | paymentElections | | iBan | Text | PaymentElections | | nameOnAccount | Text | paymentElections | | order | Text | paymentElections | | paymentElections | ListOfMap |   | | paymentType | Text | paymentElections | | paymentTypeGroupName | Text | paymentElections | 9. Click **Next**. 10. Save your changes. ## Configure the Intake Form 1. In Setup, find and select **Flows**. 2. Click **New Flow**. 3. In the Screen category, click **View All**. 4. In the Templates section, click the **Update Direct Deposit Details** template. 5. Update the value of the NamedCredential variable. 6. In the Create Service Request Case element, select a dynamic invocable action by searching with the name or the ID of the service process you created. 7. For the Payment Elections input of the action, pass the updatedPaymentElections Apex collection as an input. 8. Click **Save as New Flow**, and activate the flow. ## Create an Integration Definition Before creating an integration definition, [enable the Workday Payment Allocation integration app in the org](https://help.salesforce.com/s/articleView?id=service.es_enable_direct_deposit_payment_allocation.htm&language=en_US). When you create the integration definition, use the named credential that's created for the enabled integration instance. To create the integration definition, use the Apex class sfdc\_employee\_service.PaymentAllocationIntegration. See [Create an Integration Definition](https://help.salesforce.com/s/articleView?id=ind.consumption_framework_integration_definitions.htm&language=en_US). ## Attach the Intake Form 1. From the App Launcher, find and select **Unified Catalog**. 2. From the sidebar, click **Services**. 3. Click the service process you created. 4. In the Intake Form screen, click **Attach an Existing Form**. 5. Select **Screen Flow**, and then click **Next**. 6. Select the flow you configured, and then click **Next**. 7. Save your changes, and click **Activate**. ## Add the Service Process to a Catalog Select an existing catalog or create a new catalog. 1. From the Unified Catalog navigation menu, click **Catalogs**. 2. Click **New**. 3. Enter the required information, and select **Service Process** as the catalog type. 4. Save your changes. 5. In the Categories section, click **New Category**. 6. Enter the required information, and save your changes. 7. In the Categories section, click the category you created. 8. Click **Add**, and select **Existing Products and Services**. 9. Select the service process you created, and save your changes. ## Configure the Unified Catalog Component 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Employee Portal site, click **Builder**. 3. From Home, click **Service Catalog** in the builder page menu. 4. In the builder canvas, delete the **Employee Portal Service Catalog** component. 5. From the Components pane, drag the Unified Catalog component onto the content section of builder canvas. 6. In the Unified Catalog pane, enter the record ID. The Record Id field is populated with {!recordId} by default. If you add the Unified Catalog component to catalog pages and want the Record Id value to be automatically populated at runtime based on the user-selected catalog, retain {!recordId} as the value. If you add the component to any other page, enter the unique ID of a catalog in the Record Id field. See [Locate the Unique ID of a Record in Salesforce](https://help.salesforce.com/s/articleView?id=000385008&language=en_US&type=1). 7. In the Unified Catalog pane, type custom titles in the Component Title and All Services Tab Title fields. To configure other fields, see [Customize the Product-Browsing Experience](https://help.salesforce.com/s/articleView?id=ind.product_catalog_customize_products_list_view.htm&type=5&language=en_US). # Create a Service Territory A service territory represents the geographic or functional area where your business operates. ### Required Editions
View supported editions.
## Service Territory Use Cases Service territory is a key element when you create a workload history, forecast, or capacity plan in Workforce Management. It’s also important when you create and assign shifts.
Feature Use Case
Workload History (Workforce Engagement only)

When you create a workload history in Workforce Management, you select a service territory. This service territory determines the time zone used to display the workload history and its related forecast and capacity plan.

Forecast and Capacity Plan (Workforce Engagement only)

A forecast or capacity plan uses the service territory in the associated workload history. This service territory determines the time zone that’s used to display the forecast and capacity plan.
Shift Scheduling Each shift that you create is based on a single service territory.
Create a Scheduling Rule The Match Territory scheduling rule type checks if a service resource belongs to a shift’s service territory. A match helps to determine whether the scheduling logic assigns that service resource to the shift.
## Create a Service Territory 1. Open **Service Territories** in the App Launcher. 2. Click **New**. 3. Name your service territory, and select from the list of operating hours. To make this territory active, check the box. Fill in any additional fields you’d like. Shift Scheduling and Workforce Management support only time zones that are based on full hours. For example, GMT+9:00 is supported but not GMT+9:30. 4. Save your changes. ## Create a Service Territory Membership Service territory members are service resources who work in the associated territory within the territory’s operating hours. Linking service resources with service territories allows scheduling to find workers who work in the right locations and within the specified hours. 1. Assign service resources to service territories in the Service Territories related list on the resource detail page. Or add them to the Service Territory Members related list on the territory detail page. 2. Use the **Type** field to indicate whether the territory is a primary or secondary territory for the service resource. Shift Scheduling and Workforce Management don't support the relocation type. The primary territory is where the resource works most often. Secondary territories are territories where the resource can be assigned if needed. A resource can have more than one secondary territory but only one primary territory. # Create a Service Territory A service territory represents the geographic or functional area where your business operates. ### Required Editions
View supported editions.
## Service Territory Use Cases Service territory is a key element when you create a workload history, forecast, or capacity plan in Workforce Engagement. It’s also important when you create and assign shifts.
Feature Use Case
Workload History (Workforce Engagement only)

When you create a workload history in Workforce Engagement, you select a service territory. This service territory determines the time zone used to display the workload history and its related forecast and capacity plan.

Forecast and Capacity Plan (Workforce Engagement only)

A forecast or capacity plan uses the service territory in the associated workload history. This service territory determines the time zone that’s used to display the forecast and capacity plan.
Shift Scheduling Each shift that you create is based on a single service territory.
Create a Scheduling Rule The Match Territory scheduling rule type checks if a service resource belongs to a shift’s service territory. A match helps to determine whether the scheduling logic assigns that service resource to the shift.
Intraday Management (Workforce Engagement only) If you’re using a non-Omni workflow with Intraday Management, your dashboard is based on a Service Territory. The Team Management View shows only the agents and shifts associated with the service territory that you select.
## Create a Service Territory 1. Open **Service Territories** in the App Launcher. 2. Click **New**. 3. Name your service territory, and select from the list of operating hours. To make this territory active, check the box. Fill in any additional fields you’d like. Shift Scheduling and Workforce Engagement support only time zones that are based on full hours. For example, GMT+9:00 is supported but not GMT+9:30. 4. Save your changes. ## Create a Service Territory Membership Service territory members are service resources who work in the associated territory within the territory’s operating hours. Linking service resources with service territories allows scheduling to find agents who work in the right locations and within the specified hours. 1. Assign service resources to service territories in the Service Territories related list on the resource detail page. Or add them to the Service Territory Members related list on the territory detail page. 2. Use the **Type** field to indicate whether the territory is a primary or secondary territory for the service resource. Shift Scheduling and Workforce Engagement don't support the relocation type. The primary territory is where the resource works most often. Secondary territories are territories where the resource can be assigned if needed. A resource can have more than one secondary territory but only one primary territory. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example A contact center schedules team members to work on-site and from home. Set up a service territory for the call center and another to represent workers’ homes. Specify operating hours on both service territories. Assign the service territory for the call center as the primary service territory and the work-from-home service territory as a secondary service territory. Your planners can then schedule agents for shifts in both locations. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Your business has two New York contact centers: Brooklyn and Manhattan. Set up a service territory for each center, and specify the operating hours for each service territory. If your agents can work in either center, assign them a primary and secondary service territory location. Your planners can then schedule agents for shifts in both locations. # Create a Sharing Rule for Contactless Signature Add a sharing rule to share service report records with the guest users. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To create a sharing rule: Customize Application
1. From Setup, in the Quick Find box, enter Security, and then select **Sharing Settings**. 2. For manage sharing settings, select **Document Recipients**. ![Sharing Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_cs_sharing_rule.png) 3. Under Sharing Rules, click **New**. 4. For Rule Type, select **Guest user access, based on criteria**. 5. Enter the sharing criteria. 1. For Field, select **Status**. 2. For Operator, select **not equal to**. 3. For Value, enter Completed. 6. Select to include records owned by high-volume users. 7. Share the rule with ** Site Guest User**. 8. Save the rule. # Create a Shift Segment Each shift segment represents a work activity with a start and end time during a support rep's shift. Assign a shift segment to a support rep to let the support rep know how to spend that time. ### Required Editions
View supported editions.
**User Permissions Needed**
To view, create, and edit shifts and shift segments:

Shift Scheduling Planner

OR

Workforce Engagement Planner
1. From the App Launcher, find and select **Shifts**. 2. Select **Table View**. 3. Select the shifts that you want to add shift segments to. 4. Click **Add Segments**. The Add Segments button appears only if planners have the delete, edit, and create permissions for the Shift Segment object in their profile, or if they have the Shift Scheduling Planner or Workforce Engagement Planner permissions. 5. Select a segment type. A segment type with an asterisk represents queues that are mapped to a shift's job profile. 6. Enter the start and end dates and times. When choosing your times: - The segment's start and end must occur within the start and end time of its associated shift. For example, you can't add a shift segment that ends at 5 PM to a shift that ends at 3 PM. - A segment's allotted minutes must be divisible by 5. For example, 9:00, 9:05, and 9:10 are acceptable shift segment end times. 9:01 isn't an acceptable shift segment end time because it's not divisible by 5. - You can't overlap shift segments. For example, if your first segment starts at 9 AM on Monday and ends at 10 AM on Monday, your next shift segment can't start until 10 AM that same Monday. Any segments scheduled before that must end by 9am that Monday. To replace an existing shift segment, delete it before you create the new one. 7. To add multiple shift segments to your selected shifts, click **Add Segment**, and enter the details. Repeat these steps to create as many shift segments as you want. 8. Click **Add**. 9. You can verify that your shift segments were added in the related list of a shift. - **Update a Shift Segment** Make real-time updates to shift segments on the Shifts tab. In Workforce Management, you can also update shift segments in the Intraday Management dashboard. - **[Update a Shift Segment](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_update_shift_segment.htm&release=264.0.0&type=5)** Make real-time updates to shift segments on the Shifts tab. In Workforce Management, you can also update shift segments in the Intraday Management dashboard. # Create a Shift Segment Type A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment. ### Required Editions
View supported editions.
**User Permissions Needed**
To view, create, and edit shifts and shift segments:

Shift Scheduling

OR

Workforce Engagement Planner
**Steps for Omni-Channel Queue-Based Routing Customers** 1. From Setup, in the Quick Find box, search for and select **Shift Segment Types**. 2. Click **New**. 3. Name your shift segment type. 4. To make your shift segment appear in the Shift Segment Type dropdown menu, select the **Active** box. 5. Select a category. - Work represents working on customer-facing channels, like email or chat. - Non-Work represents a work-adjacent activity, like a team meeting or a training. - Break represents a lunch break or a shorter break. 6. Select a service presence status. This field indicates the work activity that a support rep is assigned during this shift segment. 7. Select an adherence threshold. This field indicates the number of minutes that a support rep can be working in a different service presence status than the one associated with the assigned shift segment. If a support rep works outside of the assigned service presence status longer than the adherence threshold time, the support rep becomes out of adherence. The planner is notified in the Team Management View. 8. Select the shift segment type's color for the Team Management View. Out-of-adherence indicators appear in red, so don't choose red. After you create the shift segment types, add them to shift segments that can be assigned to a support rep. # Create a Shift Segment Type A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, and edit shifts and shift segments:

Shift Scheduling

OR

Workforce Engagement Planner
Your experience creating shift segment types depends on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow. ## Steps for Omni-Channel Queue-Based Routing Customers (Workforce Engagement Only) 1. From Setup, in the Quick Find box, search for and select **Shift Segment Types**. 2. Click **New**. 3. Name your shift segment type. 4. To make your shift segment appear in the Shift Segment Type dropdown menu, select the **Active** box. 5. Select a category. 1. Work represents working on customer-facing channels, like email or chat. 2. Non-Work represents a work-adjacent activity, like a team meeting or a training. 3. Break represents a lunch break or a shorter break. 6. Select a service presence status. This field indicates the work activity that a support rep is assigned during this shift segment. 7. Select an adherence threshold. This field indicates the number of minutes that a support rep can be working in a different service presence status than the one associated with the assigned shift segment. If a support rep works outside of the assigned service presence status longer than the adherence threshold time, the support rep becomes out of adherence. The planner is notified in the Team Management View. 8. Select the shift segment type’s color for the Team Management View. Out-of-adherence indicators appear in red, so don’t choose red. After you create the shift segment types, add them to shift segments that can be assigned to a support rep. ## Steps for Shift Scheduling or Workforce Engagement Without Omni-Channel 1. From Setup, in the Quick Find box, search for and select **Shift Segment Types**. 2. Click **New**. 3. Name your shift segment type. 4. To make your shift segment appear in the Shift Segment Type dropdown menu, select the **Active** box. 5. Select a category. 1. Work represents working on customer-facing channels, like email or chat. 2. Non-Work represents a work-adjacent activity, like a team meeting or a training. 3. Break represents a lunch break or a shorter break. 6. (Workforce Engagement only) Select an adherence threshold. This field works with Real-Time Adherence, which isn’t available to non-Omni customers in Workforce Engagement. 7. (Workforce Engagement only) Select the shift segment type’s color for the Team Management View. After you create the shift segment types, add them to shift segments that can be assigned to a support rep. # Create a Static WhatsApp Flow To create a static flow, use a form messaging component based on either a global action or Apex class. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
To send and receive messages in Messaging: Messaging Agent
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, and some formats work only in certain channels. For a list of formats that each channel supports, see Messaging Component Types and Formats. It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 1. Open the form messaging component in the Messaging Component Builder. [Or, create a new one](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&language=en_US). 2. Fill out the details of your component. 3. In the Component Formats section, click Details, and then click **Add Format**. 4. Select **Flow**, and click **Done**. The format controls how the component looks in messaging sessions. 5. In the left-hand sidebar, under Component Formats, click **Flow**. ![Image of the Flow layout in the Messaging Component Builder.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_components_form_format_flow.png) 6. In the right-hand sidebar, under Component Properties, configure the text, buttons, and input fields you want your customers to see. For example, to enable customers to book an appointment, add a “Book Now” launch button and an “Appointment Time” input field. For a form based on an Apex class, use the Add Content modal to add different types of content to the form. 7. Click **Save**. You’ve created a WhatsApp Flow and your agents can select it from a list of messaging components in the Service Console. # Create a Swarm Report To create swarm reports, use the out-of-the-box Service Cloud Swarming Reports and Dashboards AppExchange package, or create one of three report types. The package preconfigures report types, delivers several Swarming reports, and includes a complete swarming dashboard. ### Required Editions
View supported editions.
1. To use the out-of-the-box Swarming reports and dashboards, install the [AppExchange package](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000DYQZuUAP&preview=%222021-10-05T16%3A22%3A14.000Z%22). 2. To manually create a Swarming report, choose one of the following report types: The Case report type uses Swarm Member as a secondary relationship so support reps can add the Case Owner and Swarm details by using a lookup field. ![Defining report records](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/define_reports.png) The Swarm Member report type uses Swarm Member as the primary relationship to add information such as Case ID, Swarm Owner, and other swarm details by using a lookup field. ![Select report relationship](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/define_reports2.png) The Swarm report type uses Swarm as the primary relationship to add information such as Case ID, Swarm Owner, and other swarm details, but only Owner lookup fields are available. ![Report types for Swarm members](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/report_types.png) 1. From Setup, in the Quick Find box, enter Reports and Dashboards, and then select **Report Types**. 2. Select the report type (Cases, Swarm, or Swarm Member). 3. Assign a secondary relationship to the report. 4. Save your changes. #### See Also - [Reports](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_overview.htm&type=5&language=en_US) # Create a Synchronous Chat Experience in Enhanced Chat Enhanced Chat provides an asynchronous chat experience, which allows the end user to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
## What Is Synchronous Chat? A synchronous chat experience is a real-time conversation with a beginning and end. Each participant is present when the conversation starts, and both remain engaged for real-time interaction. In a customer support scenario, a time period can occur during which the end user waits for an available service rep to join the conversation. In addition, a scenario can occur in which an end user can’t start a conversation because no reps are available. A synchronous chat experience is like a digital version of a customer service phone call. In asynchronous chat, participants aren’t required to be present at the same time. An end user can send a chat and then perform other tasks while waiting for a response. Service reps can handle several conversations simultaneously. For business use cases where real-time interactions aren’t critical or where a high volume of simultaneous incoming chats are expected, asynchronous chat is highly effective. ## Compare Synchronous and Asynchronous Chat If you’re still deciding which type of chat experience to create for your end users, consider the pros and cons of synchronous versus asynchronous.
Chat Experience Pros Cons
Synchronous
  • Conversations have a defined end, which helps with service rep productivity metrics.
  • Interactions occur in real time.
  • Reduces the number of concurrent sessions that a rep can manage.
  • The end user can be required to repeat their question after the conversation ends or disconnects.
Asynchronous
  • A full conversation history is available to the service rep for context.
  • Each rep is able to manage a higher number of concurrent sessions.
  • It’s appropriate for use cases that don’t require immediate action or resolution.
  • It’s not appropriate for emergency or real-time use cases.
  • To make sure that chat history doesn’t get exposed to unauthorized parties, additional setup work is required.
## Tools to Help Set Up a Synchronous Workflow Because synchronous chat is all about real-time interactions, it's important to think about the lifecycle of the conversation. Specifically: - How to manage chat requests outside of business hours. - How to set wait time expectations during business hours. - How the conversation ends. ## Manage Requests Outside of Your Business Hours In an ideal situation, a service rep is available to answer your customer’s question. However, it’s not always the case. Some companies have strict business hours when reps are available. Others want to prevent end users from excessive wait times by capping the number of queued chats. If all your service reps work during one set of business hours, adding business hours to your Embedded Service deployment configuration prevents conversations from being initiated when reps aren’t working. Business hours create a clean cut-off point where the entrance to the line gets closed, but end users who were already waiting can remain in the queue. If your service reps work in tiered support teams, each during a different set of business hours, consider a more multifaceted setup. For example, imagine a scenario where a specialist group of reps handle more technical questions than standard service reps. These specialized reps are only available from 9 AM to 5 PM, while your standard support team operates from 8 AM to 8 PM. How do you make sure that you have enough information to route the conversation to the right queue, while accounting for the different support hours? First, allow the user to open the chat conversation window at any time. Present a pre-chat form that asks the end user to provide their contact information and indicate the topic of conversation. When the end user clicks **Start Conversation**, the Omni flow that’s associated with your chat channel begins to execute. In that flow, you can check for business hour records that are specific for the Issue Type (Technical Support) and then choose not to route the messaging session. Instead of routing the session, create a case with the name and email address provided in the pre-chat form. Set a [variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_reasonfornotrouting.htm&type=5&language=en_US) to explain that a case was created and an expert will respond via email when service reps are available. A process like this makes sure that your end user is able to ask their question one time instead of being forced to try again during business hours. Alternatively, you can assign the chat to a more general queue if wait times (based on Estimated Wait Time) are too high or no one is available. Learn more about [setting business hours](https://help.salesforce.com/s/articleView?id=service.miaw_business_hours.htm&type=5&language=en_US), [advanced routing with Omni-Channel flows](https://help.salesforce.com/s/articleView?language=en_US&id=sf.omnichannel_flows.htm&type=5) and [the reasonForNotRouting flow variable](https://help.salesforce.com/s/articleView?language=en_US&id=sf.omnichannel_create_reasonfornotrouting.htm&type=5). ## Manage Wait Times During Your Business Hours After your end user enters the conversation and is waiting for a service rep to join, it’s important to set expectations. To show the end user how long they must wait to hear from a service rep, add Estimated Wait Time to your chat conversation window. Estimated Wait Time is based on the average time that the previous 10 conversations from the last 10 minutes waited in queue before a service rep joined. Currently, estimated wait time is available only for conversations that are routed to a queue. If you choose not to use Estimated Wait Time, you can use a Conversation Acknowledgment auto-response component. You customize a chat that’s sent to the end user as soon as the conversation starts. You can use this component to welcome them, set expectations for a general wait time, or let them know that they can start typing a chat. Learn more about [Estimated Wait Time](https://help.salesforce.com/s/articleView?language=en_US&id=sf.miaw_estimated_wait_time.htm&type=5) and [Auto-Response Components](https://help.salesforce.com/s/articleView?language=en_US&id=sf.messaging_components_auto_response.htm&type=5). ## Decide How a Conversation Ends The last stage of the synchronous conversation experience is deciding how it ends. Uphold service level agreements, such as time to resolution, by giving your support team a workflow for ending a conversation. To help service reps confirm that the conversation is over, create a chat component that asks “Have I successfully answered your question?” Configure the enhanced conversation component so that reps have a Send Messaging Component action in their toolbar. When a service rep has confirmation that no further assistance is required, they can click the End Chat button in the service console, finish after-conversation work, and then move on to their next assignment. The end user can also end the conversation by clicking End Chat from the chat conversation menu. After an end user clicks End Chat, the service rep can’t send a manual message. You can choose to send a final message or a survey with an End Conversation auto-response component. Those examples describe scenarios where the service rep or the end user proactively ends things. But what about a scenario where the end user stops responding? The reasons why an end user stops responding vary. - They temporarily lose internet connectivity. (Don’t worry, users can rejoin conversations as long as their authorization token hasn’t expired.) - They’re multitasking and haven’t returned to the conversation. - They stepped away from their computer or phone and haven’t seen the chat. - They decide to abandon the chat without ending the conversation. In these situations, the service rep can manually set the conversation to Inactive. Alternatively, you can set up automatic inactivation, which sets a messaging session to Inactive status if the user hasn’t responded in a set amount of time (between 5 and 30 minutes). From there, if the end user responds, the messaging session status is set back to Waiting and the session reroutes based on the Omni Flow assigned to the channel. If the end user doesn’t respond, the messaging session status returns to Ended after 24 to 30 hours. Learn more about [manually-send messaging components](https://help.salesforce.com/s/articleView?language=en_US&id=sf.messaging_components_parent.htm&type=5) and [automated inactivity](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&type=5&language=en_US). ## Track Messaging KPIs You can use custom report types and Data 360 reports to [monitor KPIs](https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&release=264.0.0&type=5 "To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.") such as response time and handle time. # Create a Template from an Einstein Bot Use a bot as the basis for a bot template. You can package bot templates and share them between orgs or on AppExchange. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
A template is supported for either standard or enhanced bot types. When you create a template from an existing bot, the template can be used to create a bot of the same type only. To learn more about enhanced bots, visit [Set Up Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&release=264.0.0&type=5 "Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required."). Before a bot can become a template, you must remove unsupported elements from the bot version. These elements include: - Transfer actions: A bot can’t contain the Transfer to Agent Rule action. The Transfer to Agent system dialog is allowed. - Einstein Intent Sets: A bot can’t contain a dialog intent that is linked to an Einstein Intent Set. - Enhanced messaging components: A bot can’t contain inbound or outbound file attachments or messaging components, such as enhanced links. 1. From the Einstein Bots main page, go to the bot you want to use to create a template. 2. Click to expand the bot versions, and then select the dropdown next to the version of the bot you want to use to create a template. 3. Click **Create Template from Bot**. 4. Give your template a name, and set a primary language and any secondary languages. 5. Optionally, you can add a permission set to your template so any bots created from your template have access to required resources, such as objects and flows. 6. Save your changes. The Bot Builder opens with your new template. # Create a Version of an SLA Policy Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. You can use multiple versions of an SLA policy at the same time in your Salesforce org. ### Required Editions
View supported editions.
User Permissions Needed
To create and update SLA policies: Manage Entitlements
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create multiple versions of SLA policies, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup. When you create versions of SLA policies with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with. 1. From Setup, enter SLA policies in the Quick Find box, then select **SLA policies**. 2. Click the name of the SLA policy for which you want to create a new version. 3. From the Milestones list, click the **Save** dropdown and select **New Version**. 4. Add details about the new version. Follow these best practices: - Use the Version Notes field to explain what makes the version you’re creating different from others. This makes it easier to differentiate between multiple versions of the same entitlement process. - Leave the name as is. 5. Click **Save**. After saving, you can modify the entitlement process’ milestones if needed. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones. - All versions of an entitlement process must be the same type. 6. Turn on the **Status** toggle to activate the version. Activating a version makes it the default, and all new entitlements and support records start using this default version. Existing records that are using a previous version of the SLA policy continue to use that version. However, if the record is updated, it starts using the default version. All versions of an SLA policy must be the same type: Case or Work Order. After you activate the SLA policy, you can’t modify its milestones. 7. To view all versions of the SLA policy, under Version Note, click **View all versions**. # Create a Voice-Enabled Field Service Customer-Initiated Scheduling Agent in the New Agentforce Builder Let customers call in and speak with Agentforce to schedule, reschedule, cancel, or get information about an appointment. For complex requests that can’t be resolved by Agentforce, the conversation is seamlessly escalated to a service rep. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Field Service Scheduling Agents setup in Salesforce Go doesn’t currently include the required steps for enabling voice. You can still create your agent using Salesforce Go, and then follow the rest of these steps to enable voice. 1. Complete the [Prerequisites for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 2. Set up a [Customer-Initiated Scheduling Agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_create_agent_studio.htm&release=264.0.0&type=5 "Create the Field Service Scheduling agent from the template in Agentforce Studio.") in the New Agentforce Builder. 3. Complete the steps in [Connect a Service Agent to Partner Telephony](https://help.salesforce.com/s/articleView?id=ai.agent_connect_telephony_parent.htm&language=en_US&type=5). 4. Complete the steps in [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US&type=5). 5. Define [org-wide email addresses](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&language=en_US&type=5) for user profiles or unmonitored mailboxes and verify domain ownership with DKIM Keys or Authorized Email Domains. See [Considerations for Using Organization-Wide Email Addresses](https://help.salesforce.com/s/articleView?id=sales.emailadmin_orgwide_addresses_considerations.htm&language=en_US&type=5). Considerations: - Voice-enabled Customer-Initiated scheduling agents don’t support guest users. - Conversations with voice-enabled agents don’t appear in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). - When using the voice-enabled agent, customers don’t need to provide their email address. The agent automatically sends an email to the customer for verification purposes based on the phone number associated with their contact record. - The voice-enabled agent is optimized for voice interactions by asking short questions to guide the user to an available time slot instead of giving lists of options. # Create a WhatsApp Pay Messaging Component Use these steps to create a WhatsApp Pay Messaging Component. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up and edit Messaging channels: Configure Messaging
To view channels: View Setup and Configuration
1. Add a payment method to your WhatsApp Business Account through your WhatsApp Business Manager. 2. From **Setup**, in the **Quick Find** search box, enter Messaging Components, and select **Messaging Components**. 3. Click **New Component**. The New Messaging Component window appears. 4. Click **Payment**, and then click **Next**. 5. Enter the details for **Prompt**, **Plain Text Payment URL**, and upload the image. 6. Click **Next**. 7. Enter the plain text formula and then click **Next**. 8. Enter the required information for messaging component name, developer name, and description. 9. Click **Done**. 10. Click **\+ Add Payment Channel**. 11. Click **WhatsApp** and then click **Done**. 12. Under **Component Formats**, click **Payment** to set the component properties. 13. Click **Save** and then click **Activate** to activate WhatsApp Pay. - Brazil doesn't receive any payment status from Meta. You’ll receive confirmation or failure status from the payment gateway. You can populate these details in a custom Salesforce object. # Create a WhatsApp Template To create a WhatsApp template in Salesforce, add an External Template format to the notification messaging component. In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category. We strongly recommend that you create and manage your WhatsApp templates directly in Salesforce, instead of Meta. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
To create, edit, or view processes:

Manage Flow

AND View All Data
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
To collect user input through a structured form, assign a WhatsApp Flow to the WhatsApp template and add a button to initiate the Flow. For instance, if a customer receives an appointment reminder, you can include a "Check In" button that launches a multi-screen check-in process defined within the WhatsApp Flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note After you activate a messaging template in Salesforce, it’s sent to Meta for approval. To ensure that Meta knows which Salesforce org should receive the approved template, associate a unique WhatsApp Business Account (WABA) to your org. A test org and a production org should each be associated with a unique WABA, for example. 1. In the Messaging Components page, open the notification messaging component in the Messaging Component Builder. To create a notification component, see [Send Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&type=5&language=en_US). 2. On the Details page, click **Add Format**. 3. Select **External Template**. ![Add Message Format window with External Template selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_add_format.png) 4. Click **Done**. 5. Select your WhatsApp Business account and click **Done**. 6. Select your template from a list of your approved templates or create a new one. 7. To create a template, click **Create New** and complete the remaining steps. 8. Select the template language. To support this message in multiple languages, duplicate this template for each supported language. 9. Select the template category: Utility or Marketing. Meta can change this category while approving the template. 10. To add custom parameters that pass input data to the messaging component, under Component Details in the left sidebar, select **Parameters**. By default, the MessagingSession record standard parameter is available. ![Messaging Component Builder open to the Parameters editor.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_flow_external_template_add_parameter.png) 11. Under Component Formats in the left sidebar, click **External Template**. 12. Add the message content, including the header (required), body (required), footer, and up to 10 buttons. 13. To use a variable in the content, click **Add Variable**, select the type and value, and then enter a sample value. For example, to reference a parameter for the value of the variable, select Parameters in the Type field and enter the parameter reference in the Value field. To reference a field in the messaging session record, enter: `$Parameters.MessagingSession.`. To reference a field in a related record, enter: `$Parameters.MessagingSession.Contact.`. Meta reviews the sample value to understand the variable's context during the template approval process. ![Messaging Component Builder open to the External Template editor.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_component_builder_header.png) 14. To enable the customer to launch a WhatsApp Flow from a WhatsApp template, add a button to the template. 1. Add a Complete Flow action button. 2. Select the Apex-based form that defines the [WhatsApp Flow](https://help.salesforce.com/s/articleView?id=service.whatsapp_flows.htm&release=264.0.0&type=5 "WhatsApp Flows are interactive, structured experiences that live natively inside a WhatsApp conversation, acting as guided forms or multi-step wizards. They enable businesses to guide customers through rich, structured business interactions—such as booking an appointment, requesting feedback, or collecting personalized information—all without the customer ever having to leave the WhatsApp chat. You can define, configure, and customize the fields in these forms, and the responses are automatically logged in Salesforce records."). 3. In the Starting Screen field, select the initial screen that appears when the Flow launches. 4. To pass in input data from a parameter, in the Type field, select **Parameters**, and then, in the Parameters field, select the parameter. ![Messaging Component Builder open to the External Template page to build a parameter.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsAppTemplate_completeFlowButton.png) 15. In the Template Preview section, review the template preview. The preview doesn’t show images until Meta approves the template. ![Messaging Component Builder showing a template preview.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_whatsapp_template_preview.png) 16. Save the messaging component. 17. To make your messaging component available for service reps to send, click **Activate**. The WhatsApp template is sent to Meta for approval. Wait until your template status updates to indicate that it’s approved, which can take up to a day. While it’s possible to edit a template after you activate it, [there are important considerations to review ahead of time](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_considerations.htm&release=264.0.0&type=5 "WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud)."), as it will be sent to Meta under a new name. To send a WhatsApp template message to a user, a service rep launches the WhatsApp template from the service console. A service rep selects the messaging component in the Enhanced Conversation component. ![Messaging Composer in the Service Console with the Messaging Component picker selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_components_picker_in_conversation_tab.png) # Create a Work Capacity Limit Work capacity limits let you control the amount of work scheduled for service resources according to specific values of a service appointment’s attribute (workstream). Work capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. Define the work capacity limit for the whole service territory or restrict it to a specific value of a service appointment’s attribute (workstream). Define the limit threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or the specific workstream. After you create a work capacity limit, you can edit its description, limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive. You can also edit the limit for a specific date by editing the work capacity usage object. Editing the daily limit doesn’t change the limit value in the work capacity limit object. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create, edit, or delete a Work Capacity Limit: Create, Update, or Delete on the Work Capacity Limits object
1. From the App Launcher, find and select **Work Capacity Limits**. 2. From the Work Capacity Limit list view, click **New**. The Limit Number is added automatically. ![In the new work capacity limit form enter the limit information](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_new_work_capacity_limit.png) 3. Select the service territory. 4. To limit the work at the service territory level select **Service Territory Limit**. 5. To apply to a specific workstream in the service territory: 1. Select the field that represents the attribute to use for limiting capacity from the Service Appointment Field. The service appointment field is set the first time a work capacity limit is created for your Salesforce org. If you select another service appointment field, you get an error. The data types supported for service appointment fields are Number (int, double), Text (string), Checkbox, Picklist, and Lookup. 2. In Field Value, enter the value of the service appointment field. For example, for the Work Type attribute, enter Maintenance. 6. Enter the scheduling information: - Time period - Limitation units: Hours or Percentage - Limitation value in whole numbers greater or equal to zero - Start date - (Optional) End date Close-ended time ranges take precedence over overlapping open-ended time ranges when you’re limiting work. 7. Select the days of the week to which the limitation applies. Select at least one day. 8. If the limit override policy is set per limit in Field Service Settings define the override policy for this limit.. - Leave empty for no limit override. - Enter 0 for the relaxation to start at midnight on the day of service. - Enter a positive integer to set the limit override to start this number of hours after midnight on the day of service (maximum 23 hours). - Enter a negative integer to set the limit override to start this number of hours before midnight on the day of service (maximum 336 hours, 14 days). If the limit override policy isn’t set per limit in Field Service Settings, this value is ignored. 9. Save the new work capacity limit. 10. (Optional) To activate the work capacity limit, on the Work Capacity Limit list view, click **Edit**, and select **Active**. You can also activate it directly from the Work Capacity Limit list view. # Create a Work Plan After you identify an incident’s problem and create a change request, create a work plan to outline the required steps to resolution. ### Required Editions
View supported editions.
1. Create a work plan from a work plan template with prescribed steps. 1. From a change request, click the dropdown, and select **Add Work Plans**. ![Add Work Plans button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_add_work_plan.png) 2. Select a work plan template and click **Add**. 2. Create a work plan without a template. 1. From a change request, select the dropdown next to the Work Plans component, and click **New**. ![Work Plan component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_work_plan_component.png) 2. Enter the information and save your changes. By default, the parent record is set to the current change request. ![New Work Plan window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_work_plan.png) 3. To add work steps to the work plan from an existing set of work steps, click the dropdown next to the work plan, and select Add Work Steps. ![Add Work Steps button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_add_work_steps.png) 1. Select the work steps you want to add to the plan and click **Add**. 4. To add new work steps to the work plan, go to the change request’s Related tab, find Work Steps, and click **New**. 1. Enter the information and save your changes. After you add work plans to the change request, you can see the outlined work steps from the record and mark the steps as complete as you go. ![Work Plans component highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_work_plans_record_layout.png) # Create a Work Plan Template Simplify work plans for your incident management reps with work plan templates. ### Required Editions
View supported editions.
User Permissions Needed
To create work plan templates: Create and Read on work plan templates
To view work plan templates: Read on work plan templates
To update work plan templates: Edit and Read on work plan templates
To delete work plan templates: Delete and Read on work plan templates
To create work step templates: Create and Read on work step templates
To view work step templates: Read on work step templates
To update work step templates: Edit and Read on work step templates
To delete work step templates: Delete and Read on work step templates
1. From the App Launcher, find and select **Work Plan Templates**. 2. Click **New**. 3. Enter a name, set the template to **Active**, and save your changes. 4. To outline a list of work steps, add the Work Steps related list to the Work Plan Template. 1. From the work plan template, click **Setup**, and then **Edit Object**. 2. Select **Page Layouts**, and then **Work Plan Template Layout**. 3. Under Related Lists, add Work Plan Template Entries and Work Plan Template History to your Related Lists section. ![Work Plan Template Entries layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_work_plan_template_entries.png) 4. Save your changes. 5. From the Related tab on the work plan template, find Work Plan Template Entries. 6. To associate existing work steps with your work plan template, click **Manage**, and then **Add**. 7. To create a work step template, click **New**, and then **New Work Plan Step Template**. 1. Add as many work step templates as needed. 2. Save your changes. 8. To rearrange your work step templates, from the Work Plan Template Entries, click **Manage**, and then **Reorder**. 9. Save your changes. After you create work plan templates and work step templates, support reps can generate a work plan from the change request with out of the box steps. # Create a Workload History Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, and adjust a workload: Workforce Management Analyst AND Workforce Management Planner
Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. 1. From the App Launcher, open **Workloads**, and then click **New**. 2. Enter a workload name and description. Select a date range, **Aggregation Date & Time**, and **Service Territory**. Then click **Next**. Aggregation Date & Time determines which worker Work date and time field is used to aggregate workload data. Service Territory determines the time zone used for workload data and related forecasts. 3. Select whether to use all historical data or filter historical data, and then click Next. If you filter the historical data, define the filter conditions to include in the workload. 4. Save your changes. After the workload is created, data aggregation begins automatically. To monitor processing and view aggregated workload data after aggregation is complete, open the workload. - **[Adjust Your Workload Data](https://help.salesforce.com/s/articleView?id=service.fwm_workload_history_adjust.htm&release=264.0.0&type=5)** Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment. - **[Export Workload Data](https://help.salesforce.com/s/articleView?id=service.fwm_workload_history_export.htm&release=264.0.0&type=5)** Export workload data as a CSV file. # Create a Workload History A workload history aggregates historical data from an Omni-Channel workflow. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, and adjust a workload: Workforce Engagement Analyst AND Workforce Engagement Planner
A workload aggregates historical omni-channel data. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. **For Omni-Channel queue-based routing workflows:** 1. From the App Launcher, open **Workloads**, and then click **New**. 2. Choose whether to route the workload using queues or skill groups, and then select one or more queues or skill groups. A workload can use only one routing method. If you switch from one routing method to the other, your existing selection is cleared. When you select queues, the list shows the service channel, member count, and throughput for the past 30 days for each queue. If you plan to use Moirai (Beta) as your forecasting model, select no more than 10 queues. Moirai supports up to 3 months of historical data and up to 4 weeks of forecast data. 3. Enter a workload name and description. Select a date range, **Aggregation Date & Time**, **Service Channel**, and **Service Territory**. Then click **Next**. Aggregation Date & Time determines which Agent Work date and time field is used to aggregate workload data. Service Channel is a dimension used to group workload data. Service Territory determines the time zone used for workload data and related forecasts. 4. Select whether to use all historical data or filter historical data, and then click Next. If you filter the historical data, define the filter conditions to include in the workload. 5. Save your changes. After the workload is created, data aggregation begins automatically. To monitor processing and view aggregated workload data after aggregation is complete, open the workload. - **[Adjust Your Workload Data](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_workload_history_adjust.htm&release=264.0.0&type=5)** Want to clean up your workload to produce a more accurate intelligent forecast? Change, replace, or remove workload data with an adjustment. - **[Export Workload Data](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_workload_history_export.htm&release=264.0.0&type=5)** Export workload data as a CSV file. # Create Agent Console Layouts As of the Spring ’15 release, Agent console is not available to new organizations. ### Required Editions
View supported editions.
User Permissions Needed
To create console layouts: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note As of the Spring ’15 release, Agent console is not available to new organizations. The newer Salesforce console improves the Agent console by providing you with more options and more advanced technologies. See [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US). 1. From Setup, enter Console Layouts in the Quick Find box, then select **Console Layouts**. 2. Click **New** and optionally choose an existing layout to clone. 3. Enter a name for the new layout. 4. Click **Save**. 5. Click **Edit** in the Selected List Views section. 6. To add or remove objects to the layout, select an object, and click the **Add** or **Remove** arrow. To change the order of the objects as they appear in the console's list view frame, select an object in the Selected List box, and click the **Up** or **Down** arrow. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned. 7. Click **Save**. 8. Next, [choose the related objects](https://help.salesforce.com/s/articleView?id=service.console_relatedobjects.htm&type=5&language=en_US) to show in the mini view of the console. #### See Also - [Manage Console Layouts for the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_manage_layouts.htm&release=264.0.0&type=5 "Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned.") - [Customize Agent Console Layouts](https://help.salesforce.com/s/articleView?id=service.console_customizing_layouts.htm&release=264.0.0&type=5 "Customize an agent console layout for your org.") - [Delete Agent Console Layouts](https://help.salesforce.com/s/articleView?id=service.console_deleting_layouts.htm&release=264.0.0&type=5 "When you no longer need it, delete the agent console layout.") # Create an Action Plan for a Compliance Issue for IT Compliance When a compliance issue is logged and mapped to its source such as a failed control, an open risk, a policy, or an audit, create an Action Plan using a template, and associate it with an issue to organize the remediation work into assignable tasks. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create an action plan for a Compliance Issue: Compliance Admin permission set
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Before you can create an action plan, your admin must publish at least one Action Plan Template. See [Action Plans for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&release=264.0.0&type=5 "Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.") for how to create and publish a template. 1. From the IT Compliance app, find and select **Compliance Issues**. 2. Open the issue you want to treat. 3. Click the **Tasks** tab. 4. On the **Action Plans** related list, click **New Plan**. 5. Fill in the action plan details. - Enter a **Name** that identifies the plan. - In **Action Plan Template**, search for and select a published template. - Set the **Start Date** to when work on the plan begins. - Confirm or reassign **Owner Name**. 6. Click **Next**, review the tasks and document checklist items the template generates, and then save your changes. The action plan is linked to the Compliance Issue, and the template's tasks and document checklist items are attached to the plan. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note For the Compliance action plan type, only tasks and document checklist items are supported. Assessment Task Definitions, Generic Assessment Tasks, and Task Flows are not supported. # Create an Actions & Recommendations Deployment Capture component settings in a deployment that you define in Setup. Specify which type of content to display, such as flows and quick actions, or Next Best Action recommendations. Create default lists of actions for each channel, and select which actions users can start from the list as needed. If you include recommendations, configure strategies and display settings. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.

User Permissions Needed
To manage deployments in Setup that include flows and quick actions:

Customize Application
To manage deployments in Setup that include recommendations:

Modify All Data

OR

Manage Next Best Action Strategies
Each item listed in the Actions & Recommendations component is a RecordAction junction object. A RecordAction associates an action, such as a screen flow, a field service mobile flow, an autolaunched flow, or a quick action, with the parent record. A RecordAction is also created when a user accepts a recommendation from the component. In this case, the RecordAction associates the flow in the recommendation with the record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Before you configure a deployment, set up the flows and quick actions that you want to show in the component. If you want to include recommendations from Next Best Action strategies, configure them first as well. 1. From Setup, in the Quick Find box, enter Actions & Recommendations, and select **Actions & Recommendations**. 2. Click **New Deployment**. 1. Name your deployment. 2. Select at least one type of guidance to show, for example, **Flows and quick actions**. To display actions and offers that result from filtering recommendations with your Next Best Action strategies, select **Recommendations**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note If you edit a deployment and deselect a type of guidance, we delete the related settings. 3. Select up to 10 objects that provide context for object-specific quick actions and Next Best Action strategies. You can associate quick actions and strategies with specific object types, giving them an object-specific, rather than global, context. When a page for a selected object opens, the component lists the global and object-specific actions and recommendations. On other pages, it displays only the global items. For example, you define an object-specific quick action for the Contact object. To show this quick action in the component on Contact pages, add Contact as a context object. Or, to filter recommendations with a strategy that uses case fields, add the Case object as a context object. Then, in strategy settings, select a strategy that filters recommendations for cases. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note To use object-specific quick actions in a deployment, add them to record page layouts for those objects. The component shows quick actions that are available in the page layout. 4. If you selected the option to show flows and quick actions, configure a default list for each channel. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important - The component shows channel defaults only when no other RecordActions exist and the record page is opened in that channel. For example, if you set up a process in Process Builder that creates RecordActions for a record page, the component shows the RecordActions from your process instead of the channel defaults that you configure here. - If a default action is added to an existing deployment, users see the action in the Actions & Recommendations component on new records only. 1. Click a tab to configure settings for that channel. - Chat This channel works with Chat in Lightning Experience. Use this channel to specify default actions for when agents chat with customers. To use this channel, add the component to the chat transcript record page. - Phone This channel works with Open CTI. Use this channel to specify default steps for when customers call and records are shown to the agent. To use this channel, update your softphone screen pop settings for no matching records and single-matching records. - Default Use this channel to specify default actions for when records open from list views or related records. The Chat and Phone channels display even if you don’t have these features in your org. ![Configure channel defaults.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_action_deployment_channel.png) You can configure multiple channels. For example, if you use Open CTI, you can configure actions for the Phone and Default channels. That way, agents can select actions from the list when a caller’s contact record is popped. Agents can also navigate to a contact record manually, such as when they open a record from a list view. Then they see the actions that you set up in the Default channel. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note For information about Chat and Open CTI integration, see [Integrate Chat with Lightning Flow for Service](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/guided_engagement_integrate_live_agent.htm) and [Integrate Open CTI with Lightning Flow for Service](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/guided_engagement_integrate_cti.htm). 2. On each channel, drag actions from **All Actions** to the preview area. The preview area has three regions: Top Pinned, Unpinned, or Bottom Pinned. Use the pinned regions to specify actions that you want your users to complete first and last. The Unpinned region is for actions that you want your users to complete during the record’s life cycle. 3. Select actions that are important, and click **Mark Mandatory**. When a user tries to close a flow that’s marked as mandatory without completing it, a reminder appears. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You don’t see a reminder for quick actions or autolaunched flows that are marked as mandatory. 4. Select actions that you don’t want users to remove at run time, and click **Unmark Removable**. By default, all actions are removable. 5. Specify whether to auto-launch the first action when the record page opens. 6. Click **Save**. 5. If you selected the option to show flows and quick actions, narrow the list of actions that users can launch at run time. When the user clicks Add, the component shows the subset of actions that you configure here. 6. If you selected the option to show recommendations, configure display settings and Next Best Action strategies. 1. On the General Settings tab, set up how recommendations display, and select a default strategy. Set the maximum number of recommendations to a value from 1 to 4. 2. On the Strategy Settings tab, you can select object-specific strategies that override the default strategy on those pages. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note For the component to display recommendations, select a default or an object-specific strategy. A strategy loads and filters recommendations so that your users can see the best next steps. ![You can select object-specific strategies that override the default strategy.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_action_deployment_strategy.png) 3. Click **Save**. 7. In Lightning App Builder, [add the Actions & Recommendations component to a page](https://help.salesforce.com/articleView?id=console_lex_guided_action_use_deployment.htm&language=en_US), and select the deployment. #### See Also - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [_Lightning Flow for Service Developer Guide_ (English only)](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/salesforce_guided_engagement.htm) - [Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=platform.einstein_next_best_action.htm&type=5&language=en_US) # Create an Agentforce Employee Agent for Customer Outreach in the Legacy Agentforce Builder Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build Employee agents:

Manage AI Agents and Manage Agentforce Employee Agents

OR

Customize Application

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, [create an agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_setup_parent_studio.htm&release=264.0.0&type=5 "Create your AI agents and set them up for success. For a simplified experience, use the automated Salesforce Go tool to guide you through the entire setup and get you started. If you encounter issues with the automation, you can complete the process manually.") in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). # Create an Agentforce Employee Agent for Customer Outreach in the New Agentforce Builder Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build Employee agents:

Manage AI Agents and Manage Agentforce Employee Agents

OR

Customize Application

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and can be done manually. Before you begin, make sure that [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US&type=5) is set up and that [Agentforce is enabled](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US&type=5). ## Create an Agent from an Employee Agent Template 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select an Employee Agent template. 4. Enter the agent’s name and then click **Let’s Go**. 5. Review your agent in Agentforce Builder. 1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US&type=5) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US&type=5). 2. In the Subagents section, manage and customize your agent’s [subagents](https://help.salesforce.com/s/articleView?id=ai.agent_topics_manage.htm&language=en_US&type=5) and [actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&language=en_US&type=5). 3. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent’s responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&language=en_US&type=5). 6. Add the Appointment Management from Agentforce Panel subagent to the agent. 1. Open the agent in Agentforce Builder. 2. From the sidebar, click + to add a subagent and select **Add from Asset Library**. 3. Find and select the **Appointment Management from Agentforce Panel** subagent. 4. Click **Add to Agent**. 7. Test your agent and confirm that it performs as expected and meets your security standards on the Preview tab. For more details about testing, see [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5). 8. You can also connect your agent to [Enhanced Web Chat v1](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_enhanced_chat_v1.htm&language=en_US&type=5#connect_aea_v1), [Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2.htm&language=en_US&type=5), or [Slack](https://slack.com/help/articles/36218109305875-Set-up-and-manage-Agentforce-in-Slack). 9. When you’re ready, [commit and activate](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5) your agent. 10. Instruct your dispatchers to ask Agentforce to rebook up to 20 appointments. ## Manage Employee Agent Access Control user access to specific Agentforce Employee agents with permission sets or profiles. 1. Give users access to an Agentforce Employee agent created in the new Agentforce Builder. 1. In Setup, find and select **Permission Sets** or **Profiles**. 2. Select a permission set or profile. 3. Edit the Enabled Agent Access settings. 4. Select the Agentforce Employee agents that you want to give users access to and then click **Save**. 2. Give users access to the Field Service features. 1. In Setup, find and select **Permission Sets**. 2. Open the **Einstein Field Service User** permission set. 3. Click **Manage Assignments** and then click **Add Assignments**. 4. Assign the permission set to the relevant admins and dispatchers. # Create an Agentforce Service Agent for Customer Outreach in the Legacy Agentforce Builder Create an additional agent that rebooks service appointments and coordinates asset maintenance appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Customer Outreach requires a separate agent from the Customer-Initiated Scheduling agent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, [create an agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_setup_parent_studio.htm&release=264.0.0&type=5 "Create your AI agents and set them up for success. For a simplified experience, use the automated Salesforce Go tool to guide you through the entire setup and get you started. If you encounter issues with the automation, you can complete the process manually.") in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). # Create an Agentforce Service Agent for Customer Outreach in the New Agentforce Builder Create an additional agent that rebooks service appointments, coordinates asset maintenance appointments, and sends customers reminders about their upcoming appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Customer Outreach requires a separate agent from the Customer-Initiated Scheduling agent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up your agent, all of these steps are already completed and you can skip to [Routing Your Agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify."). If you’re building this agent manually, follow these steps. 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select the **Field Service Customer Outreach Scheduling** template. 4. Under Agent Details, select or create an **Agent’s User Record** for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job. 5. Enter the agent’s name and then click **Let’s Go**. 6. Review your agent in Agentforce Builder. 1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US&type=5) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US&type=5). 2. In the Subagents section, manage and customize your agent’s subagents and actions. 3. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent’s responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&language=en_US&type=5). 7. Click **Preview** to test your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agentforce to help you understand your agent’s behavior at any step. See [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5) for more details. 8. Connect your agent to service channels to transfer agent conversations. See [Connect an Agent to Messaging](https://help.salesforce.com/s/articleView?id=ai.agent_parent_deploy_messaging.htm&language=en_US&type=5) for more information on deploying your agent to a Messaging channel. 9. When you’re ready to use your agent outside of the builder, click **Commit Version**. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking **New Version**. See [Versioning and Editing Agents](https://help.salesforce.com/s/articleView?id=ai.agent_versions_lifecycle.htm&language=en_US&type=5) for more information. 10. When you’re ready, [activate your agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5). 11. Set up omni-channel flows to [route conversations](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.") to the relevant agent and from the agent to an escalation queue, rep, or other destination you specify. 12. Optionally, [configure](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.") your agent to suit your needs. 13. [Monitor](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_understand_studio.htm&release=264.0.0&type=5 "Learn about how engagement topics connect between messaging sessions and service appointments.") your agent. # Create an Alumni Profile Create a profile for alumni users. ### Required Editions
View supported editions.
User Permissions Needed
To create profiles: Manage Profiles and Permission Sets
1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. For Customer Community Plus User, click **Clone**. 3. For Profile Name, enter Alumni Community User, and then save your changes. #### See Also - [Create or Clone Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_cloning.htm&language=en_US) # Create an Alumni Sharing Set Create a sharing set for alumni users. ### Required Editions
View supported editions.
User Permissions Needed
To create or update sharing sets: Customize Application
1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **Settings**. 2. Under Sharing Sets, click **New**. 3. Enter a label for the sharing set, such as Alumni Sharing. Press Tab to automatically fill the Sharing Set Name field. 4. For Available Profiles, add your alumni profile to the Selected Profiles column. 5. For Objects, add **Account** and **Person Academic Credential** to the Selected Objects column. 6. Under Configure Access, for Account, click **Set Up**. 7. Select these mapping values. 1. For User, select **Contact.Account**. 2. For Target Account, select **Id**. 3. For Access Level, select **Read/Write**. 8. Click **Update**. 9. Under Configure Access, for Person Academic Credential, click **Set Up**. 10. Select these mapping values: 1. For User, select **Contact**. 2. For Target Person Academic Credential, select **LearnerContact**. 3. For Access Level, select **Read Only**. 11. Click **Update**. 12. Save your changes. #### See Also - [Create a Sharing Set for Experience Cloud Site Users](https://help.salesforce.com/s/articleView?id=platform.networks_setting_light_users.htm&language=en_US) # Create an Amazon Connect Instance The Amazon Connect instance must use SAML 2.0 based authentication. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
If your Amazon Connect instance uses SAML 2.0 based authentication, you don’t have to create an Amazon Connect instance. Otherwise, follow the instructions in [Create an Amazon Connect instance](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instances.html) to create an Amazon Connect instance. # Create an Apex Class to Process Payments Status On the Apex Classes page in Setup, create an Apex class to facilitate payment status processing. When a customer makes a requested payment, the payment status is sent back to this Apex class so that the status can be used for further processing. For example, you can use the status for sending notifications, inventory management, order tracking, and so on. For more information on how to create an Apex class, see [Create an Apex Class](https://trailhead.salesforce.com/content/learn/projects/quickstart-apex/quickstart-apex-1). For details and an example, see [ProcessPaymentStatusHandler Interface](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_interface_RichMessaging_ProcessPaymentStatusHandler.htm) and [Sample Code Snippets for Apex Classes](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). # Create an Apple Messages for Business Channel Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To authorize Apple Messages for Business:

Customize Application

AND

Manage Auth. Providers
To view Apple Messages for Business channels: View Setup and Configuration
To create Apple Messages for Business channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
![Six stages of Apple channel setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_steps.png) ## Stage 1: Plan the Customer Journey Plan your messaging strategy by answering key questions about your goals for the channel. See [Plan Your Apple Messages for Business Customer Journey](https://help.salesforce.com/s/articleView?id=service.messaging_apple_plan.htm&release=264.0.0&type=5 "While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started."). ## Stage 2: Create a Channel with a Test Account Create a channel in Setup that’s linked to a test Apple Messages for Business account. With a test account, you can perfect the end user and service rep experience before going live. You’ll use the test channel to record a video of the user experience for Apple to review. Alternatively, create an Apple Message for Business channel using the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude. 1. In Setup in a sandbox or production org, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. In the Channels section, click **New Channel**, click **Start**, and then select **Apple Messages for Business**. 3. Click **Go to Apple Business Register**. ![Set Up Apple Messages for Business flow screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_asetup.png) 4. In Apple Business Register, log in and select **Messages for Business Accounts**. 5. Create an Apple Messages for Business account. 1. When prompted for an account type, expand the advanced options and select **Internal test account** instead of **Commercial account**. 2. In the Messaging Platform section, select **Salesforce Messaging**. If a different service provider is listed, remove it and add Salesforce Messaging. ![Messaging Platform field in Apple settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_platform.png) 6. Wait for Apple to approve your account changes, which can take up to a day. When you see a **Test your messaging service provider connection** link in your account settings in Apple Business Register, your changes are approved. 7. Click **Test your messaging service provider connection**. 8. To finish creating your channel in Salesforce, click **Connect**. ![Messaging Service Provider Configuration section in Apple settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_provider.png) 9. Click **Install channel** and log in to Salesforce. 10. In the channel setup flow that opens, verify your channel name and Messages for Business Account ID. We recommend adding “Test” to the channel name, which is visible only in Setup. 11. To use an Omni-Channel flow to control how messages are routed (recommended), select **Set up routing later**. 12. Complete the flow. You can now find your test channel in the list on the Messaging Settings page. ## Stage 3: Implement the Customer Journey Configure your channel’s auto-responses and select your routing preferences according to your plan. Then add customizations to make the messaging experience unique. 1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. Click the down arrow to open your channel’s action menu and select **Edit**. 3. In the Routing section, connect your channel to an Omni-Channel flow or queue. 1. If you created an Omni-Channel flow, select a routing type of **Omni-Flow** and select your flow and fallback queue. 2. If you created a routing configuration, select a routing type of **Omni-Queue** and select your queue. 4. In the Automated Responses section, add language-specific consent keywords and responses and save your changes. 5. Create a library of messaging components that service reps can send to customers. To meet Apple standards, your channel must include some interactive content via messaging components. For help with this and other customizations, such as sensitive data rules and auto-responses, see [Increase Messaging Productivity](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5 "Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots."). ## Stage 4: Activate Your Test Channel Activate your channel for testing. Because you’re using an internal test account, customers can’t contact you in this channel. 1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. Click the name of your Apple Messages for Business test channel. 3. Click **Activate Channel** at the top of the channel page. 4. Review the activation checklist and verify that you completed it, and then click **Activate**. ## Stage 5: Complete the Apple Experience Review After you customize your channel, it’s time to complete the Apple experience review process, in which Apple reviews a recorded video of your channel’s end user experience. The experience review typically takes 1 to 2 weeks. 1. For steps to record the video, see [Experience Quality Assurance](https://register.apple.com/resources/messages/messaging-documentation/xp-review#experience-quality-assurance) in the Apple documentation. 2. Submit your video to your Salesforce account team, who then share it with Apple for review. 3. If you receive feedback, address it and send an updated video to your Salesforce account team. ## Stage 6: Create a Channel with a Commercial Account After you address all feedback from the experience review, create your production channel. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you created your test channel in a sandbox, use a change set to move your messaging configurations, such as messaging components, to production. 1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. In the Channels section, click **New Channel**, click **Start**, and then select **Apple Messages for Business**. 3. Click **Go to Apple Business Register**. 4. In Apple Business Register, log in and select **Messages for Business Accounts**. 5. Create a Messages for Business account, or select one to update. When prompted for an account type, leave **Commercial account** selected. 6. Complete or update your account details. 1. Click **Get started**, and review and accept the Messages for Business policies. 2. Enter your details in the Account Applicant section, and select the commercial account. 3. Provide your business’s contact information and location details. 4. Enter a response time, which is an estimate of your response time to customer messages. 5. Set the response hours, which define the hours during which your business actively responds to messages. 6. Review and verify the compliance requirements. 7. Upload your brand logo as a 1,024-pixel square. 8. Upload a wide logo and select your colors, and review your wide logo. 7. In the Messaging Platform section, select Salesforce Messaging. 8. Wait for Apple to approve your account changes, which can take up to a day. When you see a **Test your messaging service provider connection** link in your account settings in Apple Business Register, your changes are approved. 9. Click **Test your messaging service provider connection**. 10. To finish creating your channel in Salesforce, click **Connect**. 11. Click **Install channel and log in to Salesforce**. 12. In the channel setup flow that opens, verify your channel name and Messages for Business Account ID. Customize the channel name, using a different name than your test channel. The name is visible only in Setup. 13. To use an Omni-Channel flow to control how messages are routed (recommended), select **Set up routing later** and complete the flow. You can now find your test channel in the list on the Messaging Settings page. 14. Complete the steps in **Stage 3: Implement the Customer Journey** to configure routing and auto-responses and customize your channel. After creating your channel, train your support team on helping customers in the Apple Messages for Business channel. Share this resource with them, which explains how to send different types of messages in enhanced Messaging channels: [Message with Customers in the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5 "Learn how to interact with customers in standard and enhanced Messaging channels."). ## Stage 7: Go Live After the experience review is complete, activate your channel in Setup and then activate your entry points. During this phase, you can request help from Apple with any final account adjustments. 1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. Click the name of your Apple Messages for Business channel. 3. Click **Activate Channel** at the top of the channel page. 4. Review the activation checklist and verify that you completed it, and then click **Activate**. 5. Activate any entry points that you planned to use. For example, implement Message Suggest or add an Apple Messages link to your website or mobile app. For help, see [Ready to Launch](https://register.apple.com/resources/messages/messaging-documentation/go-live) in the Apple documentation. You’ve done it! After your channel and entry points are activated, inquiries sent to your business in Apple Messages are routed to your support team. # Create an Appointment Bundle Aggregation Policy Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read and edit access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Click **Object Settings**. 4. Click **Service Appointment**. 5. For each custom field, select **Read Access** and **Edit Access**. 2. In the Appointment Bundle Policy, go to the Related tab. 3. In the Appointment Bundle Aggregation Policies panel, click **New**. 4. Under Information: 1. Give the policy a unique name. 2. To set the order that triggers this aggregation, in Aggregation Order, enter a unique number. For example, enter 1 to trigger this policy first. 3. In Recordset Filter Criteria, enter a recordset filter criteria to aggregate the bundle members. You can aggregate only the service appointments that meet this criteria. 4. If you don’t want this aggregation policy to apply to bundle members that are added after the bundle is created, select **Aggregate only when the bundle is created**. 5. Under Aggregation Settings: 1. In the Bundle’s Target Field, select a bundle service appointment field. This field is populated by the aggregation. The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field. Don’t configure the Status field in an aggregation policy. Use the Appointment Bundle Config to control how the Status field behaves. If you select a formula field in the Source Field, select a matching field type in the Bundle’s Target Field. 2. Select an aggregation action that works with the type of field selected for the bundle’s target field. 3. Complete the remaining fields according to the type of field selected for the bundle’s target field. 6. Save your changes. - **[Aggregation Configurations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_policy.htm&release=264.0.0&type=5)** You can create a custom aggregation for any bundle service appointment field. ## Aggregation Configurations You can create a custom aggregation for any bundle service appointment field. ### Aggregation Field Type—Boolean | Aggregation Actions | Fields to Populate | Result | | --- | --- | --- | | Apply OR operation | Source Field | If the selected bundle member field’s value for any bundle members is set to true, set the selected bundle field’s value to true. If not, set it to false. | | Apply AND operation | Source Field | If the selected bundle member field’s value for all bundle members is set to true, set the selected bundle field’s value to true. If not, set it to false. | | Set constant value | Constant Value—Enter True or False | Ignore the values of the bundle member’s field, and set the selected bundle’s field to this value (true or false). | | Has at least one bundle member in filter criteria | Recordset Filter Criteria | If at least one bundle member meets the recordset filter criteria, set the selected bundle’s field value to true. If not, set it to false. | ### Aggregation Field Type—Date
Aggregation Actions Fields to Populate Result
Find earliest Source Field Find the bundle member that has the earliest date, and enter this date in the selected bundle field.
Find latest Source Field Find the bundle member that has the latest date in the selected bundle member field, and enter this date in the selected bundle field.
Set constant value Constant Date Value—Select Null, Now, End of Day, or Start of Day Ignore the values of the bundle member’s field, and set the selected bundle’s field to this constant value (Null, Now, End of Day, or Start of Day).
Sum based on bundle fields
  • Source Field
  • Constant Value—in hours

OR

  • Source Field
  • Additional Source Field (must be a numeric field in hours)

Take the selected bundle field’s value, add the constant value, and enter this date in the selected bundle field.

OR

Take the selected bundle field’s value, add the additional bundle field’s value, and enter this date in the selected bundle field.
Subtract based on bundle fields
  • Source Field
  • Constant Value—in hours

OR

  • Source Field
  • Additional Source Field (must be a numeric field in hours)

Take the selected bundle field’s value, subtract the entered constant value, and enter this date in the selected bundle field.

OR

Take the selected bundle field’s value, subtract the additional bundle field’s value, and enter this date in the selected bundle field.
### Aggregation Field Type—Lookup | Aggregation Actions | Fields to Populate | Result | | --- | --- | --- | | Find minimum | Source Field | Find the bundle member that has the lowest ID, and enter this value in the selected bundle field. | | Find maximum | Source Field | Find the bundle member that has the highest ID, and enter this value in the selected bundle field. | | Set constant value | Constant Value—Enter an ID | Enter this ID in the selected bundle’s field. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Unsupported lookup fields don’t appear in the list of fields for selection. ### Aggregation Field Type—Numeric
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the lowest numeric value, and enter this value in the selected bundle field.
Find maximum Source Field Find the bundle member that has the highest numeric value, and enter this value in the selected bundle field.
Set constant value Constant Value Ignore the values of the bundle member’s field, and enter this constant value in the selected bundle’s field.

Set downscaled duration

You can apply this action to any numeric field, not just duration fields.
  • Sort the bundle members according to the selected source field in the direction defined in the Downscale Sorting Direction field.
  • Take the bundle members in the range defined by the From Bundle Member Number and To Bundle Member Number fields (in the Appointment Bundle Aggregation Duration Downscales form).
  • Calculate the reduction applied to each bundle member according to the Percentage of Reduction field.
  • For each bundle member, compare the result to the Max Reduction field.
    • If the max reduction is higher, reduce the result of the Percentage of Reduction calculation from the duration of the bundle member.
    • If the max reduction is lower, reduce the value of the Max Reduction field from the duration of the bundle member.
  • If you have defined additional Aggregation Duration Downscaling forms, also consider them.
  • Sum the results of all the calculated durations of the bundle members.
  • Compare the calculated bundle duration result to the value entered in the Maximum Bundle Duration field. If the maximum bundle duration is lower, use this value.
Subtract based on bundle fields
  • Source Field
  • Constant Value

OR

  • Source Field
  • Additional Source Field (must be a numeric field in hours)

Take the selected bundle field’s value, subtract the entered constant value, and enter this number in the selected bundle field.

OR

Take the selected bundle field’s value, subtract the additional bundle field’s value, and enter this number in the selected bundle field.
Sum based on bundle fields
  • Source Field
  • Constant Value

OR

  • Source Field
  • Additional Source Field (must be a numeric field in hours)

Take the selected bundle field’s value, add the entered constant value, and enter this number in the selected bundle field.

OR

Take the selected bundle field’s value, add the additional bundle field’s value, and enter this number in the selected bundle field.
Sum based on bundle members
  • Source Field
  • (Optional) Constant Value

Sum the values of the selected bundle member field, and enter this number in the selected bundle field.

OR

Add the constant value to each bundle member’s field value, sum the values, and enter this number in the selected bundle field.

Count Bundle Members in Filter Criteria Recordset Filter Criteria Count how many bundle members answer the recordset filter criteria, and enter this number in the selected bundle field.
### Aggregation Field Type—Picklist | Aggregation Actions | Fields to Populate | Result | | --- | --- | --- | | Find minimum | Source Field | Find the bundle member that has the lowest alphabetic or numeric value, and enter this value in the selected bundle field. | | Find maximum | Source Field | Find the bundle member that has the highest alphabetic or numeric value, and enter this value in the selected bundle field. | | Set constant value | Constant value—According to the values in this field’s picklist | Use the entered constant value for the selected bundle field’s value. | ### Aggregation Field Type—Picklist-Multi | Aggregation Actions | Fields to Populate | Result | | --- | --- | --- | | Clear value | — | Leave the selected bundle’s field empty. | | Intersect | Source Field | Take only the values from the bundle member field that appear in all of the bundle members, and list them in the bundle’s field. | | Unite | Source Field | Take all the values from the bundle member’s field and list them in the bundle’s field. | ### Aggregation Field Type—Skills, Bundle’s Target Field—Skill Requirements
Aggregation Actions Fields to Populate Result
Clear value — Leave the selected bundle’s field empty.
Intersect —

Take only the skills that appear in all the bundle members, and list them in the bundle’s field.

The level for each skill is taken from the bundle member with the lowest level. Null is considered the lowest level.
Unite —

Take all the skills from the bundle members and list them in the bundle’s field.

The level for each skill is taken from the bundle member with the lowest level. Null is considered the lowest level.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the skills are updated in a bundle member service appointment after the bundle is created, the skills aren’t aggregated to the bundle service appointment. Update the bundle service appointment’s skills manually. ### Aggregation Field Type—String
Aggregation Actions Fields to Populate Result
Find minimum Source Field Find the bundle member that has the lowest alphabetic value, and enter this value in the selected bundle field.
Find maximum Source Field Find the bundle member that has the highest alphabetic value, and enter this value in the selected bundle field.
Set constant value Constant Value Enter this constant value in the selected bundle’s field.
Sum based on bundle members
  • Source Field
  • (Optional) Allow the same value to appear more than once

List the values of the selected bundle member field in the selected bundle field. To allow the same value to appear more than once, select Allow the same value to appear more than once.

Appointment Bundling Limitations:

  • Make sure that the length of the string field can contain enough values to populate the bundle service appointment field. From Setup, open the Object Manager. Click Service Appointment, and then click Fields & Relationships. Edit the length under Text Options.
  • If you select to allow the same value to appear more than once, make sure that the field’s configuration settings support it. From Setup, open the Object Manager. Click Service Appointment, and then click Fields & Relationships. Edit the relevant field, and deselect Do not allow duplicate values.
Sum based on bundle fields
  • Source Field
  • Additional Source Field

OR

  • Constant Value
  • Additional Source Field

Take the selected bundle field value, add the additional bundle field value, and enter this value in the selected bundle field.

OR

Take the entered constant value, add the additional bundle field value, and enter this value in the selected bundle field.
#### See Also - [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.") - [Default Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_policies.htm&release=264.0.0&type=5 "If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy.") # Create an Appointment Bundle Config Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The bundle config must match the configured Status Transitions. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&language=en_US). 1. From the App Launcher, open **Appointment Bundle Configs**. If you don’t see Appointment Bundle Configs in the App Launcher: 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. On the Salesforce admin profile, click **Edit**. 3. From Profile Detail, click **Edit**. 4. Under Tab Settings, set the bundle tabs to **Default On**. ![Tab Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_tabs.png) 5. Save your changes and refresh your browser. 2. On the Appointment Bundle Configs page, edit the default bundle configuration. 3. Under General Settings: 1. Give the bundle a unique name. 2. Select the statuses in which you can add or remove service appointments from a bundle. If you don’t select any statuses, appointments with any status can be added or removed from a bundle. We recommend selecting at least the **None** and **Scheduled** statuses. 3. To add travel time between the bundle member service appointments to the bundle’s duration according to their sort order, select **Add travel time to bundle duration**. Considerations: - Travel time is added only if the bundle member service appointments include coordinates and the travel speed is set. To make sure the values are set for travel speed unit and default travel speed, open Field Service Settings, select **Scheduling**, and then select **Routing**. ![Travel speed fields in Field Service Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_travel.png) - The entered default travel speed is used for calculating the travel time between bundle member service appointments, even if travel speed is specified for the service resources assigned to the service appointments. - The distance between the service appointments is based on aerial distance. - Travel time between the bundle member service appointments is also affected by the service resource’s efficiency. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). Example: A service resource is assigned to a bundle that includes two service appointments of two hours each and a travel time between them of one hour. If the service resource doesn’t have a defined efficiency, the duration of the bundle is 2 hr (service appointment A) + 1 hr (travel time) + 2 hr (service appointment B) = 5 hr. If the service resource has a defined efficiency of 0.5, the duration of the bundle is: 1 hr (service appointment A) + 0.5 hr (travel time) + 1 hr (service appointment B) = 2.5 hr. 4. Under Unbundling Settings: 1. Select the status of a service appointment after it’s removed from a bundle, and select the statuses you don't want to update. 2. To prevent automatic unbundling, leave the Criteria for Automatic Unbundling field blank. Otherwise, enter the recordset filter criteria. 3. If you deselect **Delete empty bundle**, select a status from the canceled category in **Empty Bundle Status**. Empty bundles aren’t deleted and receive the status that you selected. To check if this functionality is supported in your org, in Field Service Settings, go to the Dispatch tab and open Scheduled Jobs. If you’ve selected to mention the assigned user when the service appointment is dispatched, and the bundle service appointment is scheduled, this functionality isn’t supported. 5. Under Status Transition Settings, select which bundle service appointment statuses to add or not propagate. 6. Save your changes. # Create an Appointment Bundle Policy Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Click **Object Settings**. 4. Click **Service Appointment**. 5. For each custom field, select **Read Access**. 2. From the App Launcher, open **Appointment Bundle Policies**. If you don’t see Appointment Bundle Policies in the App Launcher: 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. On the Salesforce admin profile, click **Edit**. 3. From Profile Detail, click **Edit**. 4. Under Tab Settings, set the bundle tabs to **Default On**. ![Tab Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_tabs.png) 5. Save your changes and refresh your browser. 3. On the Appointment Bundle Policies page, click **New**. 4. Give the policy a unique name. 5. To make this policy available when the dispatcher manually bundles service appointments in the Classic Dispatch Console, select **Manual Bundling**. 6. To make this policy available when automatic bundling is triggered, select **Automatic Bundling** and enter the details. Automatic bundling includes two modes, Automated Bundling and Live Bundling. You can have manual bundling and automatic bundling enabled at the same time. 1. For Priority, enter a unique policy priority number. The priority determines the order that the policies are applied. 2. For Limit Amount of Bundle Members, enter the maximum number of bundle members to include, up to 200. 3. For Limit Duration of Bundle, enter the maximum duration of a bundle, in minutes. The recommended limit is 240 minutes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Limit Amount of Bundle Members and Limit Duration of Bundle fields are relevant only for automatic bundling, not for manual bundling. 7. For Filter Criteria, select an active recordset filter to determine the bundle members. Only the service appointments that meet the criteria are bundled. 8. To make sure that enough time is allocated for the bundle, calculate the difference between the bundle’s start time and the bundle’s end time. If that amount of time is shorter than the bundle’s duration, replace the duration with a predefined constant value. 1. Under Duration Calculation, select **Time Calculation by Bundle Duration Field**. 2. For Bundle Start Time Field Name, select the bundle service appointment field used for the bundle’s start time. 3. For Bundle End Time Field Name, select the bundle service appointment field used for the bundle’s end time. 4. For Constant Time Value, enter the bundle's total time as a constant value, in minutes. 9. Save your changes. - The Allow Scheduling Dependencies in Bundle field isn’t supported. - Deleting a bundle policy that’s in use isn’t recommended. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Don’t create triggers that update fields in any of the Appointment Bundling policies. If your configuration includes these triggers, you must delete them and apply a different configuration solution. For example, if you have a trigger that calculates duration, delete the trigger and create an aggregation duration downscale policy instead. - **[Create an Appointment Bundle Sort Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_sort_policy.htm&release=264.0.0&type=5)** Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates. - **[Create an Appointment Bundle Restriction Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_restriction_policy.htm&release=264.0.0&type=5)** Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy. - **[Create an Appointment Bundle Propagation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_propagation_policy.htm&release=264.0.0&type=5)** Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one bundle member service appointment field is populated. - **[Create an Appointment Bundle Aggregation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_policy.htm&release=264.0.0&type=5)** Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated. - **[Create Appointment Bundle Aggregation Duration Downscales](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_downscale_policy.htm&release=264.0.0&type=5)** Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales. - **[Create Appointment Bundle Policy Service Territories](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_st_policy.htm&release=264.0.0&type=5)** Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories are optional. #### See Also - [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling.") - [Default Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_policies.htm&release=264.0.0&type=5 "If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy.") - [Create Appointment Bundle Aggregation Duration Downscales](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_downscale_policy.htm&release=264.0.0&type=5 "Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales.") # Create an Appointment Bundle Propagation Policy Create a policy to determine when and how the bundle service appointment updates the fields of the bundle member service appointments. And you can create multiple propagation policies for each bundle policy. Each propagation policy controls how one bundle member service appointment field is populated. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create tasks: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read and edit access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Click **Object Settings**. 4. Click **Service Appointment**. 5. For each custom field, select **Read Access** and **Edit Access**. 2. In the Appointment Bundle Policy, go to the Related tab. 3. In the Appointment Bundle Propagation Policies panel, click **New**. 4. Under Information: 1. Give the policy a unique name. 2. Select at least one option for whether the bundle member service appointments’ fields are updated when they’re added to or removed from the bundle or are unbundled. 5. Under Propagation Settings: 1. In Bundle Member Field Name, select the field that’s populated by this policy. The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field. Don’t configure the Status field in a propagation policy. Use the Appointment Bundle Config to control how the Status field behaves. 2. Complete the remaining fields according to the type of field selected in Bundle Member Field Name. 6. Save your changes. - **[Propagation Configurations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_propagation_policy.htm&release=264.0.0&type=5)** Configure your propagation policies according to the selected Bundle Member Field Name type. ## Propagation Configurations Configure your propagation policies according to the selected Bundle Member Field Name type. ### Bundle Member Field Type—Boolean
Fields to Populate Result
Bundle Field Name Replace the checkbox selection in the bundle member service appointments according to the checkbox selection in the bundle service appointment.
Constant Value: Enter True or False Replace the checkbox selection in the bundle member service appointments according to the entered constant value of true or false.

Add Constant Value: Select the checkbox

AND

Constant Value: Enter True or False

Check the setting in the bundle service appointment and the entered Constant Value. If one of them is False, set the checkbox in the bundle member service appointments to False.
### Bundle Member Field Type—Date
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ date field value with the bundle service appointment date field.
Constant Date Value: Select Null, Now, End of Day, or Start of Day Replace the bundle member service appointments’ date field value with the selected Constant Date Value.

Add Constant Value: Select the checkbox

AND

Constant Date Value: Select Null, Now, End of Day, or Start of Day

AND

Additional Constant Value: Enter the number of days, hours, and minutes

 Take the selected Constant Date Value, add the entered Additional Constant Value, and populate the selected bundle member service appointments’ field with this value.
### Bundle Member Field Type—Lookup
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with the bundle service appointment field value.
Constant Value: Enter text Replace the bundle member service appointments’ field value with the entered ID.

Add Constant Value: Select the checkbox

AND

Constant Value: Enter text

 Add the bundle service appointment’s field value to the bundle member service appointments’ field value.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Unsupported lookup fields don’t appear in the list of fields for selection. ### Bundle Member Field Type—Numeric
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with the bundle service appointment field value.
Constant Value: Enter a number Replace the bundle member service appointments’ field value with the entered Constant Value.

Add Constant Value: Select the checkbox

AND

Constant Value: Enter a number

 Add the bundle service appointment’s field value to the bundle member service appointments’ field value.
### Bundle Member Field Type—Picklist | Fields to Populate | Result | | --- | --- | | Bundle Field Name | Replace the bundle member service appointments’ field value with the bundle service appointment field value. | | Constant Value: Enter a picklist value | Replace the bundle member service appointments’ field value with the entered Constant Value. | ### Bundle Member Field Type—String
Fields to Populate Result
Bundle Field Name Replace the bundle member service appointments’ field value with the bundle service appointment field value.
Constant Value: Enter text Replace the bundle member service appointments’ field value with the entered Constant Value.

Add Constant Value: Select the checkbox

AND

Constant Value: Enter text

 Add the bundle service appointment’s field value to the bundle member service appointments’ field value.
#### See Also - [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.") # Create an Appointment Bundle Restriction Policy Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Click **Object Settings**. 4. Click **Service Appointment**. 5. For each custom field, select **Read Access**. 2. In the Appointment Bundle Policy, go to the Related tab. 3. In the Appointment Bundle Restriction Policies panel, click **New**. 4. Give the policy a unique name. 5. For Restriction Field Name, select the bundle member service appointment field used to apply the restriction. Considerations: - Only service appointments with the same value can be bundled together. - The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field. - Unsupported lookup fields don’t appear in the list of fields for selection. 6. To allow bundling service appointments that have an empty restriction field with service appointments that have a value in the restriction field, select **Allow Empty**. 7. To apply this restriction with manual bundling, select **Restrict in Manual Mode**. 8. If the Restriction Field Name is of type Date/Time, you can restrict the bundle based on the calendar date rather than the time of day by selecting **Restrict by Date Only**. 9. To apply this restriction to automatic bundling, select **Restrict in Automatic Mode**. 10. Save your changes. #### See Also - [Default Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_policies.htm&release=264.0.0&type=5 "If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy.") # Create an Appointment Bundle Sort Policy Use the default policy, or create multiple sort policies. For manual bundling, define a policy for sorting the bundle members within a bundle. The sorting is applied when bundling and unbundling service appointments. For automatic bundling, define a policy that determines the order that’s used to examine the bundling candidates. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Click **Field Service Integration**. 3. Click **Object Settings**. 4. Click **Service Appointment**. 5. For each custom field, select **Read Access**. 2. In the Appointment Bundle Policy, go to the Related tab. 3. In the Appointment Bundle Sort Policies panel, click **New**. 4. Give the policy a unique name. 5. For Sort Field Name, select the service appointment field that sorts the bundle members. The fields in the list are service appointment fields, not work order fields. The only exception is Skill Requirements, which is a work order field. 6. For Sort Direction, set the order of the appointments in a bundle to ascending or descending. 7. For Sort Type, select one of these options. Sort Within a Bundle Defines the order of bundle members. It’s also used when you unbundle to define the order that the service appointments are scheduled on the Gantt. Sort for Automatic Bundling Defines the order that automatic bundling uses to evaluate the candidate service appointments to be bundled. 8. For Sort Order, determine in which order the sort policy is triggered. For example, enter 1 to trigger this policy first. 9. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example A mobile worker must read all the water meters on a long street. According to the default sort policy, the worker must complete the appointments in ascending order according to their due date, without considering the house numbers. To save time, let the mobile worker complete all appointments on one side of the street before continuing to the other side. 1. Create a custom numeric field for the house number. 2. Create a numeric formula field that differentiates between odd and even house numbers. If the house number is even, leave it as is. If the house number is odd, multiply the number by −1. ``` IF(MOD( HouseNumber__c,2)=0, HouseNumber__c, -1*HouseNumber__c) ``` 3. Create restriction policies for the City and Street fields, meaning that all bundle members must be in the same city and on the same street. 4. Create a sort policy for the numeric formula field that you created. Set the policy to sort the bundle members in ascending order. For example, on a street with 10 houses, the appointments are now sorted in this order: −9, −7, −5, −3, −1, 2, 4, 6, 8, 10. #### See Also - [Create an Appointment Bundle Restriction Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_restriction_policy.htm&release=264.0.0&type=5 "Use an appointment bundle restriction policy to define restriction fields so that only service appointments with the same field values can be bundled together. Use the default policy, or create multiple restriction policies. For automatic bundling, you must have at least one restriction policy.") - [Default Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_policies.htm&release=264.0.0&type=5 "If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy.") # Create an Article .zip File for Import To complete your article import, create a .zip file with your parameters, .csv, and .html files, and upload them to Salesforce Knowledge. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations.
User Permissions Needed
To import articles:

Manage Salesforce Knowledge

AND

Manage Articles

AND

Manage Knowledge Article Import/Export

AND

Read, Create, Edit, and Delete on the article type
1. Create a .zip file containing: - The .csv file. - The folder containing the .html files to import. - The folder containing the image files referenced in the .html files. - The .properties file. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The import .zip file must meet the following requirements: - There can only be one .csv file and one .properties file. - The .csv file and the .properties file must be in the root directory. - The compression process must preserve the folder and subfolder structure. - The .zip file name can’t contain special characters. - The .zip file can’t exceed 20 MB and the individual, uncompressed, files within the zip file can’t exceed 10 MB. - .csv files can’t have more than 10,000 rows, including the header row. Therefore, you can have a maximum of 9,999 articles and translations. - .csv file rows can’t exceed 400,000 characters. - .csv file cells can’t exceed 32 KB. - Each article in the .csv file can’t have more than 49 translations. 2. From Setup, enter Import Articles in the Quick Find box, then select **Import Articles**. 3. Then: 1. In Lightning Knowledge, select **Knowledge Base** from the dropdown. 2. In Salesforce Classic, select the appropriate article type for the imported articles. 4. To select the .zip file, click **Browse**, and then click **OK**. 5. If your import contains translations, select **Contains translations?**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When this option is selected, your .csv file must contain the isMasterLanguage, Title, and Language columns. If this option isn’t selected, your .csv file can’t contain the isMasterLanguage, but it must contain the Title column. The Language column is optional when importing articles without translations. 6. Click **Import Now**. When the import is complete, you receive an email with an attached log that provides details about the import. Check the status of your import on the Article Imports page. #### See Also - [Article and Translation Import and Export Status](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_05status.htm&release=264.0.0&type=5 "You can monitor the status of your article imports and exports.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") # Create an Einstein Bot You can create an Einstein Bot from a template or from scratch. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In orgs created in Summer ‘23 and later, Salesforce automatically enables enhanced Omni-Channel routing. Enhanced Omni-Channel routing doesn’t support standard bots or channels. If enhanced Omni-Channel routing is enabled for your org, we recommend [cloning your standard bots as enhanced bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5 "Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing."). But if you still want to use standard bots, you can switch to standard Omni-Channel routing. Einstein Bots start from a Guided Setup Flow or by cloning an existing bot. There are two types of bots you can build from the Guided Setup Flow: Templates are fully featured bots that deliver customized solutions tailored to your cloud or use case. You can build bots in seconds with templates that include intent data, flows, and conversation design. Bot from Scratch is automatically fitted with tools that help create exceptional bot experiences. - Custom Dialogs with a welcome messages and a prebuilt Main Menu. - System Dialogs that help close bot conversations or transfer to a service rep. - Entities and Variables to capture customer input with the correct formatting. - Bot Analytics to measure performance. You can launch the Guided Setup Flow from the Einstein Bots main page. To build your first bot, click **Create a New Bot**. Otherwise, click **New**. - **[Create an Einstein Bot from a Template](https://help.salesforce.com/s/articleView?id=service.bots_service_create_from_template.htm&release=264.0.0&type=5)** Choose from a variety of templates designed for your cloud or for common use cases. - **[Create an Einstein Bot from Scratch](https://help.salesforce.com/s/articleView?id=service.bots_service_create_scratch.htm&release=264.0.0&type=5)** Create a bot that includes standard Salesforce system dialogs, including Transfer to Agent and End Chat. This bot is perfect for Bot admins who want to start with a blank slate. - **[Clone a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_clone.htm&release=264.0.0&type=5)** Admins can clone a bot quickly to help with development, or they can create a similar bot for a different use case. - **[Use Change Sets to Migrate Bots Between Orgs](https://help.salesforce.com/s/articleView?id=service.bots_service_change_set.htm&release=264.0.0&type=5)** You can use change sets to move bots between sandbox and production. Testing your bot in a sandbox and then moving it to production ensures your bot works as designed and reduces downtime. - **[Answer Questions with Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5)** Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response. - **[Deliver Knowledge Articles with Article Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_article_answers.htm&release=264.0.0&type=5)** Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time. # Create an Einstein Bot Block Create an Einstein bot block to share specific functions inside your bot with other bots. You can package bot templates and share them between orgs or on AppExchange. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
A block can be built for either standard or enhanced bot types, but not both in the same block. To learn more about enhanced bots, see [Set Up Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&release=264.0.0&type=5 "Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required."). 1. From the Einstein Bots main page, go to the Blocks tab. 2. To launch the template setup flow, click **New Block**. 3. Specify your block’s name, primary language and any secondary languages, and the type of bot you want to create from your template. Optionally, you can add a permission set to your block so any bots that import your block have access to required resources, such as objects and flows. Add a description and then click **Next**. ![Give your new block a name.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_block_new_name.png) 4. Give a name to the first dialog in your block. All blocks must include at least one dialog. ![Create a dialog to work with your new block.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_block_new_dialog.png) 5. Click **Finish**. The Einstein Bot Builder opens to the new block and dialog. - **[Create a Block from a Dialog Group](https://help.salesforce.com/s/articleView?id=service.bots_service_block_dialog_group.htm&release=264.0.0&type=5)** Export a dialog group as the basis for a bot block. You can package bot blocks and share them between orgs or on AppExchange. - **[Package an Einstein Bot Block](https://help.salesforce.com/s/articleView?id=service.bots_service_block_package.htm&release=264.0.0&type=5)** Create a managed package to share your bot blocks between orgs or on AppExchange. # Create an Einstein Bot from a Template Choose from a variety of templates designed for your cloud or for common use cases. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See [Article Answers for Einstein Bots Retirement](https://help.salesforce.com/s/articleView?id=005134861&type=1&language=en_US). To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). A template is supported for either standard or enhanced bot types. In the guided setup, when you choose to create a bot from a template, you see the templates available for your bot type and current licenses. The [Intro Template](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5 "Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.") isn’t available out-of-the-box for enhanced bots. You can’t create an enhanced bot from the Intro Template, but you can clone a standard bot created from the Intro Template as an enhanced bot. - Some bot templates come preinstalled in Einstein Bots depending on your licenses. - Specific bot templates have unique permissions, can attach to custom Flows and Apex, or include intent model data. To confirm the specific instructions for your bot, visit [Create a New Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_create_template.htm&release=264.0.0&type=5 "The intro template includes popular Salesforce actions such as creating a case, creating a lead, looking up an order, or adding a case comment to an existing case. To kickstart conversational experiences, the template also includes intent data."), [Explore Einstein Bot Templates](https://help.salesforce.com/s/articleView?id=service.bots_service_template_directory.htm&release=264.0.0&type=5 "Learn about bot templates designed for specific clouds and use cases."), or the details page for your bot. - You can download bot templates from AppExchange. After installing a bot template package, your template will show up when you create a bot. - If you download an AppExchange template and create a bot from a template, that bot reflects the contents of the package at the point of creation. If you upgrade the package, any bots created before the upgrade aren’t upgraded. - Bots created from a template don’t automatically enable smart features such as Article Answers, but they can include dialogs relating to these features. If your bot requires Article Answers, enable it. Visit your bot’s post installation instructions for more information. - Some templates can include translations. When you create a bot from a template that includes support for multiple languages, you’re prompted to select a primary language and any secondary languages you want your bot to support. To learn more about the multi-language capabilities of your template, review the help topic related to your template. After you create your bot, see [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.") to set up support for additional languages. - Some templates can include permission sets. When you create a bot from a template that includes a permission set, you’re prompted to add the permission set to your [bot user profile](https://help.salesforce.com/s/articleView?id=service.bots_service_add_profile.htm&release=264.0.0&type=5 "Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user."). - Bots created from a template don’t include transfer actions. After you create your bot, make sure you connect the Transfer to Agent dialog to your channels and queues. See [Transfer Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_bot_conversations.htm&release=264.0.0&type=5 "Einstein Bots are team players. They’re great at passing conversations to the team member that is most likely to solve a customer issue. Whether you program your bot to transfer to a service rep or to another bot, the following steps show you the best way to set up bot conversation transfers."). 1. From the Einstein Bots main page, launch the Guided Setup Flow. For your first bot, click **Create a New Bot**. Otherwise, click **New**. 2. Select your bot template and follow the setup flow for specific instructions on your new bot. - **[Get Started with the Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5)** Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order. - **[Create a Bot from Your Data (Beta)](https://help.salesforce.com/s/articleView?id=service.bots_service_create_bot_from_data.htm&release=264.0.0&type=5)** You can create a bot using your data from Einstein Conversation Mining (beta). Using your conversation data, build Einstein Conversation Mining reports and then build a bot with the top results from those reports. - **[Explore Einstein Bot System Templates](https://help.salesforce.com/s/articleView?id=service.bots_service_template_directory.htm&release=264.0.0&type=5)** Learn about bot templates designed for specific clouds and use cases. # Create an Einstein Bot from Scratch Create a bot that includes standard Salesforce system dialogs, including Transfer to Agent and End Chat. This bot is perfect for Bot admins who want to start with a blank slate. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
1. From the Einstein Bots setup page, create a bot by launching the guided setup. 2. Select **Bot from Scratch**. 3. Customize your bot’s greeting message. We recommend that you introduce your bot as a bot to keep trust with your customers. 4. Define menu items for the bot. Each item is available as a dialog and appears in the bot’s Main Menu. 5. Select an Embedded Service Deployment for your bot. If you plan to use this bot with a Messaging Channel, skip this step and add the connection later on the Bot Overview page. The Bot Preview page doesn’t work until you link a deployment. Each bot must have a unique deployment. If you select a deployment that’s already in use by another bot or on a live site, you could disrupt those services. 6. Click **Next** and then **Finish**. The system completes the bot creation and takes you to the Bot Builder Dialog menu. ​​To get oriented, explore the Overview, Dialogs, Entities, Variables, and Performance pages. To deploy your bot, [connect your bot to a channel](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&type=5&language=en_US). To preview the bot in Bot Builder, add an Embedded Chat deployment to your bot. When you’re ready to activate your bot, click **Activate**. #### See Also - [Get Started with the Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5 "Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.") - [What’s an Entity?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") - [What’s a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.") - [Monitor, Analyze, and Refine Bot Activity](https://help.salesforce.com/s/articleView?id=service.bots_service_analyze_bot.htm&release=264.0.0&type=5 "To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from AppExchange.") # Create an Einstein Bot Template Create an Einstein bot template to share your bots. You can package bot templates and share them between orgs or on AppExchange. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). A template is supported for either standard or enhanced bot types. To learn more about enhanced bots, visit [Set Up Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&release=264.0.0&type=5 "Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required."). Bot templates include system dialogs by default. Because enhanced bots use Omni-Channel Flow for routing, templates for enhanced bots are created without the Transfer to Agent [system bot dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.") and the Transfer to an Agent option in [the Next Step section](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") of a dialog. 1. From the Einstein Bots main page, go to the Templates tab. 2. To launch the template setup flow, click **New**. 3. Specify your template’s name, primary language and any secondary languages, and the type of bot you want to create from your template. Optionally, you can add a permission set to your template so any bots created from your template have access to required resources, such as objects and flows. Then click **Next**. 4. Update the welcome message and add optional menu items. Menu items can match your bot’s primary tasks and are dialogs in the bot template. 5. To confirm the finishing touches to your bot, click **Proceed**, and then click **Finish**. - **[Create a Template from an Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_create_template_bot.htm&release=264.0.0&type=5)** Use a bot as the basis for a bot template. You can package bot templates and share them between orgs or on AppExchange. - **[Package an Einstein Bot Template](https://help.salesforce.com/s/articleView?id=service.bots_service_create_package_template.htm&release=264.0.0&type=5)** Create a managed package to share your bot templates between orgs or on AppExchange. #### See Also - [Understand System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.") # Create an Embedded Service Deployment Create an Embedded Service deployment for each embedded chat window that you’re using. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The Embedded Chat setup uses an Experience Builder site or Salesforce site, so that you can associate users with a guest user profile. Check if you already have any sites that you can use. If a site is already available, you can use that as your endpoint. Otherwise, create a site for this purpose. 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service**. 2. In the Embedded Service configuration page, click **New Deployment**. 3. Choose a conversation type for your deployment by selecting **Embedded Chat** and click **Next**. ![A screenshot for a new deployment with the Embedded Chat type selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_type.png) 4. In the Embedded Service Deployment Name field, enter a name for your chat deployment. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip The deployment is shown in a list on the Embedded Service page. If you have several deployments, use a descriptive name so it’s easy to distinguish each one. 5. The API Name field is automatically populated. 6. In the Site Endpoint menu, select an Experience Builder site or Salesforce site from the drop-down list. If nothing appears in the menu, it’s because there aren’t any sites configured in your org. 7. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For existing deployments that are not active, a conversation type can be required to enable it on your site (see step 3). After you select your conversation type and save, the choice is permanent for that deployment. #### See Also - [Specify the Chat Settings for Your Embedded Chat Deployment](https://help.salesforce.com/s/articleView?id=service.snapins_chat_specify_live_agent_settings.htm&release=264.0.0&type=5 "Embedded Chat uses a Chat deployment ID and button. The Chat configuration details that you provide are used to generate the chat code snippet that you add to your web pages.") - [Add an Embedded Flow to Automate a Task](https://help.salesforce.com/s/articleView?id=service.embedded_flows_setup.htm&release=264.0.0&type=5 "Use an embedded screen flow to help customers or users complete simple, automated tasks. An embedded flow is also guest-user friendly because users don’t need to log in to access the flow.") - [Set Up Appointment Management](https://help.salesforce.com/s/articleView?id=service.embedded_services_appointment_home.htm&release=264.0.0&type=5 "Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Flow Builder. You craft the perfect interaction and decide when and how to create related records like work orders.") # Create an Employee Enablement Program Create Employee Portal from the Employee Portal template that uses the Enablement pages and components. Then set up your program in Program Builder. ### Required Editions
View supported editions.
User Permissions Needed
To create an employee enablement program:

Design and Deliver Enablement Programs

AND

Create and Set Up Experiences OR Customize Application OR Member of a supported Experience Cloud site
Before you create the Employee Portal site and an employee enablement program, review [Considerations for Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup_considerations.htm&release=264.0.0&type=5 "Review the considerations about Employee Enablement Program.") for details about required permissions and supported sites. To include surveys in your employee enablement programs, turn on Surveys in Survey Settings. When cloning the Customer Community Profile, make sure you've turned on Surveys before cloning. Doing this is important to retain access to Surveys. See [Enable Surveys and Configure Survey Settings](https://help.salesforce.com/s/articleView?id=xcloud.task_enable_surveys.htm&language=en_US). 1. Assign permissions for Enablement admins and employees. 2. Add Enablement pages and components to Employee Portal. 3. In Program Builder, create a program and select the site. 1. On the Enablement Programs page, click **New**. 2. For Experience Cloud Site, search for Employee Portal where you want to publish the program. 3. Complete the program with titles, descriptions, and exercises, and then save and publish the program. 4. Assign the program to specific employees, or make the program available for employees to self-enroll. # Create an Employee Profile Create a profile for employee users. ### Required Editions
View supported editions.
User Permissions Needed
To create profiles: Manage Profiles and Permission Sets
Before cloning a profile, enable Surveys. See [Enable Surveys and Configure Survey Settings](https://help.salesforce.com/s/articleView?id=xcloud.task_enable_surveys.htm&language=en_US). 1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. For Customer Community Plus User, click **Clone**. 3. For Profile Name, enter a name, and then save your changes. # Create an Employee Record Create an employee record to manage employee profile and access to the employee portal. ### Required Editions
View supported editions.
User Permissions Needed | LICENSE NAME | LICENSE TYPE | PERMISSION SET | | --- | --- | --- | | SvcCloudEmpHubEmpUsrAddOn | User | Employee Hub HR User Add-On License | | UnifiedEmployeeAddOn | User | Unified Employee Add On | 1. From Setup, in the Quick Find box, find and select **Users**. 2. Select **New User**. 3. Enter the employee's general information. 4. For User License and Profile, select **Unified Employee**. 5. Save your changes. 6. Scroll to the Permission Set Assignments section and select **Edit Assignments**. 7. Add the **Employee Hub Unified Employee User** permission set to the Enabled Permission Sets list and save. 8. From the App Launcher, find and select **People**. 9. Select the user you created and select **Enable Employee User**. 10. Enter employee details and save to create the employee record. 11. From Setup, in the Quick Find box, find and select **All Sites**. 12. Open your Employee Portal site in Builder. 13. In Builder, select the settings icon next to My Profile in the top toolbar. 14. Locate the Login section in the Pages pop-up and expand it. 15. Select **Forgot Password**. 16. Follow the prompts to reset the password and start using the portal. # Create an Enhanced Bot Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
- Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to create and manage Omni-Channel flows. - Visit [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") to get an overview of inbound and outbound routing with Omni-Channel Flow.
Routing for Your Enhanced Bot
  Inbound: Send conversations to your enhanced bot Outbound: Transfer conversations from your bot
Create an Enhanced Bot from Scratch or from a Template

In the guided setup, you can choose to create a simple inbound Omni-Channel flow. It’s saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the Bot Overview page.

To use this flow:

  • In Flow Builder, specify a fallback queue in the Route Work action. Then make any other customizations and activate the flow.
  • Add your flow to a Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup.

Otherwise, create an inbound Omni-Channel flow from scratch.

In the guided setup, you can create or select a default outbound Omni-Channel flow. If you create an outbound flow, it’s saved as Route from [Bot Name] and appears in the Outbound Omni-Channel Flow setting on the Bot Overview page.

To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer destination in the Route Work action. Then make any other customizations and activate the flow.

Otherwise, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting.
Clone a Standard Bot as an Enhanced Bot

When you clone a standard bot as an enhanced bot, we create a simple inbound Omni-Channel flow for your bot. It’s saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the Bot Overview page.

To use this flow:

  • In Flow Builder, specify a fallback queue in the Route Work action. Then make any other customizations and activate the flow.
  • Add your flow to a Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup.

Otherwise, create an inbound Omni-Channel flow from scratch.

When you clone a standard bot as an enhanced bot, we create a simple outbound Omni-Channel flow for your bot. It’s saved as Route from [Bot Name] and appears in the Outbound Omni-Channel Flow setting on the Bot Overview page.

To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer destination in the Route Work action. Then make any other customizations and activate the flow.

Otherwise, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting.
Clone an Enhanced Bot

When you clone an enhanced bot, the inbound Omni-Channel flows that route conversations to your original bot don’t automatically route conversations to your new bot. To route conversations to your new bot, visit Flow Builder and edit or create an inbound Omni-Channel flow from scratch.

When you clone an enhanced bot, the Outbound Omni-Channel Flow setting and associated outbound Omni-Channel flow are retained from the original bot and automatically transfer conversations from your new bot.

To use a different Omni-Channel flow, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting
Any Omni-Channel flow that Salesforce creates doesn’t route conversations to or from your bot until you customize and activate it in Flow Builder.
- **[Create an Enhanced Bot from Scratch or from a Template](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_scratch.htm&release=264.0.0&type=5)** Use the guided setup to create an enhanced bot from scratch or from a template. The guided setup is fitted with tools that help create exceptional bot experiences, including helpful custom and system dialogs, entities and variables for capturing customer input, plus bot analytics. - **[Clone a Standard Bot as an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5)** Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing. - **[Clone an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_clone.htm&release=264.0.0&type=5)** Create a similar enhanced bot to quickly help with development, or grow your enhanced bot portfolio by creating similar bots for different use cases. You can’t clone an enhanced bot as a standard bot. #### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") # Create an Enhanced Bot from Scratch or from a Template Use the guided setup to create an enhanced bot from scratch or from a template. The guided setup is fitted with tools that help create exceptional bot experiences, including helpful custom and system dialogs, entities and variables for capturing customer input, plus bot analytics. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
A template is supported for either standard or enhanced bot types. You can create an enhanced bot only from templates created with the enhanced bot type or created from an existing enhanced bot. To learn more about custom templates, visit [Create an Einstein Bot Template](https://help.salesforce.com/s/articleView?id=service.bots_service_create_new_template.htm&release=264.0.0&type=5 "Create an Einstein bot template to share your bots. You can package bot templates and share them between orgs or on AppExchange."). In Summer ’23, [the Intro Template](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5 "Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.") isn’t available out-of-the-box for enhanced bots. You can’t create an enhanced bot from the Intro Template, but you can clone a standard bot created from the Intro Template as an enhanced bot. - Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to create and manage Omni-Channel flows. - Visit [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") to get an overview of inbound and outbound routing with Omni-Channel Flow. 1. Launch the guided setup from the Einstein Bots main page. For your first bot, click **Create a New Bot**. Otherwise, click **New**. 2. Select **Enhanced Bot**, and then click **Next**. 3. To create an enhanced bot from scratch, select **Start from Scratch**. To create an enhanced bot from a template, select a bot template. The guided setup shows only bot templates supported for enhanced bots and your current licenses. 4. Click **Next** and follow the guided setup for specific instructions on your new bot. You can set up menu items, routing with Omni-Channel Flow, and more. When you complete the guided setup, the system creates the bot and enters the Bot Builder Dialog page.
Configure Routing for Your Bot
Inbound: Send conversations to your enhanced bot Outbound: Transfer conversations from your enhanced bot

In the guided setup, you can choose to create a simple inbound Omni-Channel flow. It’s saved as Route to [Bot Name] and appears in the Inbound Omni-Channel Flows section of the Bot Overview page.

To use this flow:

  • In Flow Builder, specify a fallback queue in the Route Work action. Then make any other customizations and activate the flow.
  • Add your flow to a Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup.

Otherwise, create an inbound Omni-Channel flow from scratch.

In the guided setup, you can create or select a default outbound Omni-Channel flow. If you create an outbound flow, it’s saved as Route from [Bot Name] and appears in the Outbound Omni-Channel Flow setting on the Bot Overview page.

To use this flow, in Flow Builder, specify an agent, bot, queue, or skill as the transfer destination in the Route Work action. Then make any other customizations and activate the flow.

Otherwise, create an outbound Omni-Channel flow from scratch and specify it in the Outbound Omni-Channel Flow setting.
Any Omni-Channel flow that Salesforce creates doesn’t route conversations to or from your bot until you customize and activate it in Flow Builder.
#### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5 "Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page.") # Create an Enhanced Chat v2 Deployment for an Existing Messaging Channel If you have an established Messaging Channel, you can create a new Enhanced Chat v2 deployment and add it to the existing channel. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Standard and Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create and edit an Enhanced Chat v2 deployment:

Customize Application

AND

Modify Metadata Through Metadata API Functions
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note After you create a messaging channel, you can add additional deployments to it. If you deploy both Enhanced Chat v1 and v2 on the same website, messages may fail to appear in the Enhanced Chat v1 version. This is especially true for Lightning Types, as Enhanced Chat v1 does not support them. We recommend against mixing v1 and v2 deployments on the same domain to prevent unexpected behavior. To review the deployments currently associated with a messaging channel, go to Messaging Settings in Setup and click the name of a channel. Scroll down to the Embedded Service Deployments list. 1. [Enable digital experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&language=en_US) in your org. 2. From Setup, in the Quick Find box, enter Embedded Service Deployments, and select **Embedded Service Deployments**. 3. Click the New Deployment button. Choose your conversation type, Enhanced Chat. 4. Select **Web** as the deployment destination for your channel. 5. Name your Embedded Service deployment, which creates the API Name. 6. Enter the top level Domain name of the website, such as example.com. This name covers any subdomains of the URL, such as help.example.com. For an Experience Builder or Commerce Cloud site deployment, go to Domains in Setup, and copy the Experience Cloud Site Domain. 1. To change the domain that’s associated with your embedded service deployment, go to **Setup** | **User Interface** | **Sites and Domains** | **Sites**, and select your site from the Site Label column. Your site is formatted as `ESW_[deploymentname]_[numbers]`. Under Trusted Domains for Inline Frames, find the domain or subdomain that you want to change, and click **Edit**. Save your changes. 7. Select the Messaging Channel you created in Messaging Settings and add to the deployment. 8. Save your work. 9. Click **Switch to v2**. 10. Click **Switch & Publish**. 11. To ensure that Enhanced Chat continues to work optimally, always republish your deployment after testing newly added features. # Create an Entitlement for Incidents Create an entitlement and link it to your entitlement process to resolve incidents correctly and on time. ### Required Editions
View supported editions.
1. From the App Launcher, find and select **Entitlements**. 2. Click **New**. 3. Enter the same name as the entitlement process. ![New Entitlement window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_entitlement.png) 4. Select an account name, set a start date, and save your changes. When an support rep creates an incident, they can assign an entitlement. After the entitlement is added to the incident, the milestone counter begins. # Create an Entitlement Process Create an entitlement process to give support reps a timeline of required steps to follow when solving support records. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. ### Required Editions
View supported editions.
User Permissions Needed
To view entitlements: Read on entitlements
To change entitlements: Edit on entitlements
To create and update entitlement processes: Manage Entitlements
You must create milestones before you create an entitlement process. 1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes** under Entitlement Management. 2. Click **New Entitlement Process**. 3. Select an entitlement process type. If you intend to use the process to enforce milestones on cases, select Case. If you intend to use the process to enforce milestones on work orders, select Work Order. (If work orders aren’t enabled in your org, you only see the Case option.) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. 4. Enter a name—for example, Standard Support Process—and a description. 5. If you want to enable the process, select **Active**. We recommend waiting to activate an entitlement process until you add milestone actions to it. You can’t update or delete milestone actions on a process after it’s activated and applied to a record. 6. Optionally, if entitlement versioning is enabled, select **Default Version** to make this version of the entitlement process the default. 7. Choose the criteria for records to enter and exit the entitlement process.
Field Description More Actions to Take?
Record* enters the process

Based on record created date

Select if records should enter the process when they’re created.

 No

Based on a custom date/time field on the record

Select if you want the value of a custom date/time field on the record to determine if the record qualifies to enter the Entitlement Process. If you do not enter a value, record enters the process when it is created.

 Yes, a drop-down list displays for selecting the custom date/time. You can only choose a custom date/time, not a custom date.
Record exits the process

Based on when record is closed

Select if records should exit the process when they're closed.

 No

Based on custom criteria

Select if records should exit the process based on criteria you define.

Yes, select one of the following:

  • Choose criteria are met and select the filter criteria that a record must meet for it to exit the process. For example, set a case filter to Priority equals Low if you want cases with the Priority field marked Low to exit the process.

    Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.”

  • Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Records exit the process if the formula returns “True.” For example, the formula (Case: Priority equals Low) AND(Case: Case Origin equals Email, Web) moves cases out of the process if their Priority field is Low and the Case Origin field is marked Email or Web.
\*The field names you see will reflect the entitlement process type you selected. 8. Optionally, choose the business hours you’d like to apply to the entitlement process. The business hours you set here calculate the Target Date for all the milestones on this entitlement process. 9. Save your changes. All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API. # Create an HR Service Agent from Template An HR Service agent intelligently supports your employees by handling their service requests and escalating to reps when necessary. Use the Agentforce HR Service Agent template to create an agent designed to resolve common employee support cases and requests. This template is available with Agentforce Employee Agent (AEA). ### Required Editions
View supported editions.
User Permissions Needed
To build and manage HR service agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Before you begin, [set up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US), [enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US), and [set up Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_setup.htm&language=en_US). 1. In Setup, find and select **Agentforce Agents**. 2. Click **New Agent**. 3. Select **Create from a Template**. Select an agent template to create the agent, and then click **Next**. Here are the available agent templates for HR Service:
Template Description
HR Service Agent Resolves employee inquiries and requests and provides accurate and natural responses, based on trusted data.
Direct Deposit Management

Allows employees to instantly view and update their direct deposit details, such as:

  • Payment elections
  • Payment allocations
  • International currency preferences across different countries
Onboarding Wizards Helps users access onboarding process information by viewing available onboarding wizards and programs in HiBob.
Employee Compensation

Manages all compensation-related operations, such as:

  • Viewing salary and total rewards breakdowns
  • Bonus payout inquiries
  • Pay-band and grade transparency
  • Secure comp review confirmation for managers
  • Equity and stock vesting status
  • Compensation policy FAQs
Leave Management

Manages employee leave inquiries and requests, such as:

  • Checking leave balances
  • Viewing time-off policies
  • Submitting new leave requests
Employee Expenses

Manages all expense-related operations and helps employees:

  • Query expense policies
  • View expense statuses
  • Create and submit expense reports
Employee Profile Management

Retrieves and updates employee profile details, such as:

  • Contact info
  • Address
  • Emergency contact
  • Manager details
  • Job information
Employee Payroll Management

Manages all payroll-related operations, such as:

  • Viewing payslips and tax documents
  • Explaining pay variances
  • Reporting payroll discrepancies
  • Verifying pay adjustments or bonuses
Employee Task Management

Manages all task-related operations, such as:

  • Viewing open tasks
  • Marking tasks as complete
  • Viewing onboarding wizard summaries
Employee Enablement Program Lets employees view and track enablement programs for themselves and their reportees.
Goal Management Manages employee performance goals within BambooHR with an autonomous AI agent.
Time, Attendance & Scheduling Retrieves shift schedules, clock-ins, and timecard logs.
4. Review the topics that come with your template. You can customize these topics and actions later, but if any of them don’t apply to your use cases, remove them. Then click **Next**. 5. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Multilingual support for the Get Leave Balance Action, Apply For Leave Action, Update Employee Profile Action, Get Enablement Program Action, Get Expense Items Action, Get Past Expense Reports Action, Submit Expense Report Action, and Create Confidential Complaint Action is generally available for Agentforce HR Service Agent actions. For the remaining Agentforce HR Service Agent actions, multilingual support is a pilot or beta service that is subject to the Beta Services Terms at [Agreements -](https://www.salesforce.com/company/legal/agreements/) [Salesforce.com](http://Salesforce.com) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion. Define your agent's settings, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US). These settings determine how agents behave and present themselves in conversations. 6. Select a data source to ground your agent responses with the Answer Questions with Knowledge action, and then click **Create**. If you don't want to use any of the available data sources, you can create a library to limit the HR service agent to specific articles or uploaded fields. See [Assign a Data Library to Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_data_sources.htm&language=en_US). 7. [Configure your agent with topics, actions, and other agent assets](https://help.salesforce.com/s/articleView?id=ai.agent_parent_configure.htm&language=en_US). Update the named credential when configuring these actions: Get Leave Balance, Submit Leave Request, Update Employee Profile, Get Direct Deposit Details, and Submit Direct Deposit Details. 8. Test your agent in Agentforce Builder to confirm that your agent performs as expected and [meets your security standards](https://help.salesforce.com/s/articleView?id=ai.service_agent_secure_actions.htm&language=en_US). The HR service agent operates in the same Agent User context in Agentforce Builder as it does when deployed in messaging channels. So, design-time testing reflects how your HR service agent behaves when deployed. 9. [Activate your agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US). # Create an Incident Create an incident record to track and identify a disruption that involves a large number of customers. Incidents are best suited to resolve wide-spread customer issues that require collaboration from multiple teams. ### Required Editions
View supported editions.
1. From the Service Console, click the dropdown and select **Incidents**. ![Incidents in the navigation bar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_nav_bar.png) 2. Select **New**. 3. Enter the information and save your changes. ![New Incident window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_incident.png) # Create an Incident Channel Route incidents to support reps via Omni-Channel. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
1. In Setup, from the Quick Find box, enter Channels, and then select **Service Channels**. 2. Click **New**. 3. Enter a channel name and developer name. 4. Select **Incident** as the Salesforce object. 5. Set the capacity model to **Tab-based**. 6. Save your changes. # Create an Incident Queue Automatically route incidents to a specific queue. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
1. In Setup, from the Quick Find box, enter Queues, and then select **Queues**. 2. Click **New**. 3. Enter a label and queue name. 4. Select your Customer Service Incident Management routing configuration. 5. Select **Incident** as the object. 6. Add users with the Incident Omni-Channel permission set to the queue. 7. Save your changes. After an incident is created, support reps can assign incidents to the Incident queue. # Create an Incident Skill for Skill-Based Routing Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
To create service resources: Create on service resources
To assign skills to service resources: Edit on service resources
To route incidents to support reps based on skills, complete these steps: 1. [Enable skills-based routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&type=5&language=en_US). 2. [Create an Incident skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&type=5&language=en_US). 3. [Create service resources for incident agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US). 4. [Assign the Incident skill to the service resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&type=5&language=en_US). # Create an Ingestion API Connection Configure the Ingestion API to push data from external systems into Data 360. This is used for high-volume event data, such as product telemetry or customer activities. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Make sure that you have Data 360 Admin permissions. Ingestion API is a REST API that supports two interaction patterns: bulk and streaming. The streaming pattern accepts incremental updates, while the bulk pattern accepts CSV files for periodic syncs. The same data stream can handle both interaction patterns. 1. Go to Data 360 Setup and select **Ingestion API** or select the **Ingestion API Connector**. 2. Click **New** and provide a descriptive API Name for the connection. 3. Define the schema for the incoming event data. 4. Generate and secure the necessary API authentication credentials. 5. Configure the external system to use the new Ingestion API endpoint. #### See Also - [Ingestion API](https://help.salesforce.com/s/articleView?id=sf.c360_a_ingestion_api.htm&language=en_US) # Create an Intelligent Forecast You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans: Workforce Management Analyst AND Workforce Management Planner
Intelligent forecasts support the Holt-Winters forecasting model. You can create forecasts and capacity plans for up to 12 weeks. To create a forecast, the selected workload must reference an active service territory. 1. From the App Launcher, open **Intelligent Forecasts**. 2. Click **New**. 3. Enter a forecast name and description. 4. Select the **Workload Record**, **Forecasting Model**, and **Interval** for the forecast. The interval defaults to 15 minutes. 5. Select a **Historical Period Date Range**. For accurate forecasts, use a historical date range that’s at least three times the forecast period. 6. Select a **Forecast Period Date Range**. The forecast can start only in the current week or a later week to ensure that there’s no missing data between the historical and forecast periods. Holt-Winters supports up to 12 weeks of forecast data. 7. Click **Finish**. 8. To monitor forecast processing, check the Status column in the Intelligent Forecasts list view. After the forecast completes, you can view the Data Graph View and Data Detail View, export the data, or create a capacity plan from the forecast record page. If the selected historical date range extends beyond the workload's available data, the workload is updated automatically before the forecast is created. After the workload update is complete, forecast processing starts automatically. - **[Adjust Your Intelligent Forecast Data](https://help.salesforce.com/s/articleView?id=service.fwm_adjust_intelligent_forecast.htm&release=264.0.0&type=5)** Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast. - **[Export an Intelligent Forecast](https://help.salesforce.com/s/articleView?id=service.fwm_export_intelligent_forecast.htm&release=264.0.0&type=5)** Export your intelligent forecast as a CSV file. # Create an Intelligent Forecast You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard. ### Required Editions
View supported editions.
User Permissions Needed
To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans: Workforce Engagement Analyst AND Workforce Engagement Planner
Intelligent forecasts support the Holt-Winters and Moirai (Beta) forecasting models. You can create forecasts and capacity plans for up to 12 weeks. To create a forecast, the selected workload must reference an active service territory. 1. From the App Launcher, open **Intelligent Forecasts**. 2. Click **New**. 3. Enter a forecast name and description. 4. Select the **Workload Record**, **Forecasting Model**, and **Interval** for the forecast. The interval defaults to 15 minutes. 5. Select a **Historical Period Date Range**. If you select Moirai (Beta), you can use up to 3 months of historical data. For accurate forecasts, use a historical date range that’s at least three times the forecast period. 6. Select a **Forecast Period Date Range**. The forecast can start only in the current week or a later week to ensure that there’s no missing data between the historical and forecast periods. Holt-Winters supports up to 12 weeks of forecast data; Moirai (Beta) supports up to 4 weeks. 7. Click **Finish**. 8. To monitor forecast processing, check the Status column in the Intelligent Forecasts list view. After the forecast completes, you can view the Data Graph View and Data Detail View, export the data, or create a capacity plan from the forecast record page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To use Moirai (Beta), complete the required Data Cloud setup before creating the forecast. For more information, see [Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&type=5&language=en_US). Only one Moirai (Beta) forecast can be created at a time across all workloads in your org. You can't start another Moirai forecast while a Moirai forecast is in progress. If the selected historical date range extends beyond the workload's available data, the workload is updated automatically before the forecast is created. After the workload update is complete, forecast processing starts automatically. - **[Adjust Your Intelligent Forecast Data](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_adjust_intelligent_forecast.htm&release=264.0.0&type=5)** Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast. - **[Export an Intelligent Forecast](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_export_intelligent_forecast.htm&release=264.0.0&type=5)** Export your intelligent forecast as a CSV file. #### See Also - [Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5 "Format your data to ensure that your team can create workload and intelligent forecasts.") # Create an Intent from an Einstein Conversation Mining Report You can add excerpts to an intent that’s part of an intent set directly from Einstein Conversation Mining. Then, share the intents across many bots. ### Required Editions
View supported editions.
1. Select a report and click the summary name of a topic. 2. Select some excerpts, and then click **New Intent**. 3. Select whether to create an intent set or add to an intent set. Then, select or add your intent set, and include details about your new intent. 4. Save your changes. # Create an Intro Template Bot The intro template includes popular Salesforce actions such as creating a case, creating a lead, looking up an order, or adding a case comment to an existing case. To kickstart conversational experiences, the template also includes intent data. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To deploy this bot, users must have the Manage User Profiles, Run Flows, and Permission Sets permissions. To deploy a bot that checks the status of an Order, you must enable Orders. To create and deploy an Intro Template Bot, you must enable both Chat and Messaging. You can deploy the Intro Template Bot to the Chat channel only. 1. From the Einstein Bots setup page, create a bot by launching the guided setup. 2. Select **Start from a Template**. 3. Name your bot. This name is visible to customers, so enter a name that fits your company’s voice and tone. You can edit the name later on the Bot Overview page. 4. Select your bot’s primary language and any secondary languages. The NLP engine uses the languages you select to process text. 5. Select the actions that you want to include in your bot. Each action is available as a dialog and appears in the bot’s Main Menu. 6. Select an Embedded Service Deployment for your bot. The Bot Preview page doesn’t work until you link a deployment. Each bot must have a unique deployment. If you select a deployment that’s already in use by another bot or on a live site, you could disrupt those services. 7. Click **Proceed** and then **Finish**. The system completes the bot creation, starts building the intent model, and takes you to the Bot Builder Dialog menu. The intent model requires a few hours to build in the background. When the intent model is ready to use, the Model Management page is updated with metrics. Until the model is built, text input into the bot isn’t processed for intent. ​​To get oriented, explore the Overview, Dialogs, Entities, Variables, and Performance pages. If your bot supports multiple languages, see [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.") to complete language setup. To deploy your bot, [connect your bot to a channel](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&type=5&language=en_US). To preview the bot in Bot Builder, add an Embedded Chat deployment to your bot. When you’re ready to activate your bot, click **Activate**. #### See Also - [Get Started with the Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5 "Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.") - [What’s an Entity?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") - [What’s a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.") - [Monitor, Analyze, and Refine Bot Activity](https://help.salesforce.com/s/articleView?id=service.bots_service_analyze_bot.htm&release=264.0.0&type=5 "To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from AppExchange.") # Create an IP Blocking Rule to Block Chat Visitors Help your agents avoid troublesome customers by blocking chats from specified IP addresses. ### Required Editions
View supported editions.
User Permissions Needed
To chat with visitors in Chat in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can block chat requests from specified IP addresses. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat. If your Salesforce org is receiving spam chats from a particular region, you can block entire ranges of IP addresses. Blocked visitors see a message indicating that chat isn’t available. If a customer attempts to request a chat from a blocked IP address, the chat is canceled. In addition, you can modify or delete blocking rules. 1. From Setup, enter Block Visitors in the Quick Find box, then select **Block Visitors**. For guidelines on entering valid IP ranges, see [Set Trusted IP Ranges for Your Org](https://help.salesforce.com/s/articleView?id=xcloud.security_networkaccess.htm&type=5&language=en_US). 2. Click **New** and fill in the parameters of your Blocking Rule. 3. Click **Save**. You can also enable your agents to block chat requests from specified IP addresses while they work in the console. See [Let Your Agents Block Visitors by IP Address](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_admin_enable_agents.htm&release=264.0.0&type=5 "Help your agents avoid troublesome customers by blocking chats from specified IP addresses.") for more information. # Create an Occasion Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event. Every event that requires Health Verification is represented through the system as an Occasion. An Occasion can have multiple events at multiple locations over multiple days. To create an Occasion, complete these steps. 1. Log into Safety Cloud as an admin with the Safety Cloud permission set. 2. From the App launcher, search for Occasions. 3. Select **Occasions**, and click **New**. 4. Enter an Occasion Name. 5. **Optional:** If applicable, enter a **Unique ID** for the Occasion from your Guest Management system. 6. Save your changes. The Occasion Record includes a **Related** view and a **Details** view. ![Screenshot of the Details view of the Occasion object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_occasion_record_details.png) ![Screenshot of the Related view of the Occasion Object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safet_cloud_img_occasion_related_objects.png) The **Related** view shows the child objects that, when set up, provide the Health Verification configuration for the Occasion. Now you can begin to add and configure the Occasion child objects. The child objects, shown in the **Related** view, include the configuration settings that control various aspects of Health Verification for the Occasion. These settings include the layout of the Health Verification form, criteria for generating QR codes to access an event, and email communications with event attendees. #### See Also - [Create an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_setup.htm&release=264.0.0&type=5 "Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form.") - [Create Occasion Access Settings](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_access_settings.htm&release=264.0.0&type=5 "Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record.") - [Set up a Digital Experience Site with the Health Verification Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_digital_ex_site_setup_hv.htm&release=264.0.0&type=5 "The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it.") # Create an Occasion Setting Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form. For each Health Verification form that shows a visitor’s or employee’s proof of vaccination, proof of a rapid test, or proof of P90, you must create a unique Occasion Setting record. Each Occasion Setting configuration has its own set of labels and rules and regulations that determine the layout of the Health Verification form’s user interface. They also determine the associated health verification processing on the backend. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note You’re allowed only one Occasion Rule & Regulation per Occasion Setting. In each Occasion Setting record, you can configure details like the Health Verification form name and the graphic to include and which verification types are acceptable for the Occasion Setting. Any graphic used by Health Verification must be stored as a static resource. To create an Occasion Setting, complete these steps. 1. From the Occasion object, click **Related**. 2. From the Occasion Settings section, click **New.** 3. Enter an Occasion Setting Name. 4. Enter an Event Date. 5. Create an Occasion Rule & Regulation for an Occasion Setting. For instructions, see [Create Occasion Rules and Regulations for an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_rules_reg.htm&release=264.0.0&type=5 "Use the Occasion Rules & Regulations that come with Safety Cloud to stipulate which verification methods and vaccination and testing time ranges are acceptable for Health Verification. You can also configure your own Occasion Rules & Regulations based on event-specific requirements."). 6. Save your changes. - **[Add a Logo for an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_static_resource_upload.htm&release=264.0.0&type=5)** You can add an image to the included static resource for an Occasion Setting. Images can include graphical elements such as a company logo or other images to enhance or customize the form’s appearance. Adding a logo or other image to the Occasion Setting is optional. - **[Create Occasion Rules and Regulations for an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_rules_reg.htm&release=264.0.0&type=5)** Use the Occasion Rules & Regulations that come with Safety Cloud to stipulate which verification methods and vaccination and testing time ranges are acceptable for Health Verification. You can also configure your own Occasion Rules & Regulations based on event-specific requirements. #### See Also - [Create an Occasion](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_object_setup.htm&release=264.0.0&type=5 "Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event.") - [Create Occasion Access Settings](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_access_settings.htm&release=264.0.0&type=5 "Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record.") - [Set up a Digital Experience Site with the Health Verification Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_digital_ex_site_setup_hv.htm&release=264.0.0&type=5 "The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it.") # Create an Omni-Channel Flow Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.
View supported editions.
1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation. 2. Click **New Flow**. 3. Click **All + Templates**. 4. To filter the flow types to Omni-Channel flows, select **Omni-Channel Flow** in the left pane of the New Flow screen. ![New Omni-Channel Flow type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_new_flow.png) 5. To create a flow from a template, select one of the following templates. | Omni-Channel Flow Template | Description | | --- | --- | | Basic Routing with Case Creation | Creates a case for each inbound call. | | Chats Routed to Agents and Queues | Routes each chat to a service rep or queue based on conditions that you define. | | Chats Routed to Agents with the Right Skills | Routes each chat to a service rep with the required skills based on conditions that you define. | | Voice Calls Routed to Agents and Queues | Routes each call to a service rep or queue based on conditions that you define. | | Messages Routed to Agents and Queues | Routes each message to a service rep or queue based on conditions that you define. | 6. To create a flow from scratch, click **Omni-Channel Flow**. 7. Click **Next**. 8. Create these variables to store values in your flow. | Variable | Resource Type | Description | | --- | --- | --- | | recordId | Variable | Stores the ID that uniquely identifies the work record being routed. For example, if the flow routes a voice call, it stores the voice call ID. | | input\_record | Record (Singles) Variable | Stores the work record that’s being routed, including all fields and input values. For example, if the flow routes a chat, it stores the entire chat record from the Chat Transcript object. | 9. Add at least one Route Work action to route the work. Route Work actions are the last objects in the flow. 10. Click **Save**. - **[About Flow Variables](https://help.salesforce.com/s/articleView?id=service.about_flow_variables.htm&release=264.0.0&type=5)** Create the following variables to store values in your flow: recordId, skillList, prechat, and input\_record. RecordId is required. SkillList, prechat, and input\_record are optional based on your flow logic. - **[Add Screen Pops to Give Reps More Context about Conversations](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_screen_pop_action.htm&release=264.0.0&type=5)** By default, only the primary work record opens when a service rep accepts a work item. But, with more context, service reps can provide more personalized service for each customer. To automatically open records or screen flows on the service rep's screen when a voice call, message, or chat is routed to the rep, include an Add Screen Pop action in the Omni-Channel flow. You can open up to a total of three records or screen flows. For example, you can show the customer’s case and contact records and open the Channel-Object Linking screen flow as a subtab. - **[Make Smarter Routing Decisions by Checking Service Rep Availability](https://help.salesforce.com/s/articleView?id=service.omnichannel_check_availability_for_routing.htm&release=264.0.0&type=5)** Optimize routing by using information collected about your organization’s capacity to handle new work requests. Add the Check Availability for Routing action to an Omni-Channel flow to determine service rep availability and estimated wait time. This action can return the number of online service reps and number of work items waiting to be picked up given the specified routing requirements, including routing type and parameters. It can also estimate how long the customer has to wait before they reach a service rep. You can then build routing logic based on the results. For example, if the service rep has more than five backlogged work items in their queue, you can route work to another queue instead. - **[Route Work Items to Queues](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_queues.htm&release=264.0.0&type=5)** Automatically route work to a specific queue using variables. - **[Route Work Items to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&release=264.0.0&type=5)** Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills. - **[Route Work Items Directly to a Specific Support Rep](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&release=264.0.0&type=5)** Automatically route work items directly to a support rep using Direct-to-Agent routing. - **[Route Work Items to an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_bot.htm&release=264.0.0&type=5)** Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria. # Create an Orchestration by Using the Approve Case Request Template Create a custom approve case request orchestration to meet your business requirements. ### Required Editions
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**. 3. In the New Flow window, select **Use a Template**. 4. Select the **Approve Case Request** orchestration, and then click **Create**. 5. Modify the orchestration to meet your business requirements, and save your changes. If you add a decision element before an approval step, the approval step must have the same conditions as the decision element. 6. Enter the orchestration label and API name, and save the orchestration. 7. Activate the orchestration. # Create an SLA Policy Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. ### Required Editions
View supported editions.
User Permissions Needed
To view entitlements: Read on entitlements
To change entitlements: Edit on entitlements
To create and update entitlement processes: Manage Entitlements
You must create a milestone type before you create an SLA policy. 1. From Setup, enter SLA policy in the Quick Find box, then select **SLA Policies** under SLA Management. 2. Click **New SLA Policy**. 3. Select an SLA policy type. For example, if you intend to use the policy to enforce milestones on cases, select Case. If you intend to use the policy to enforce milestones on work orders, select Work Order. (If work orders aren’t enabled in your org, you only see the Case option.) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using SLA policies, manage customers’ work orders and cases on separate entitlements. This is because an SLA policy only runs on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the policy only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the policy won’t run on the work order. 4. Enter a name—for example, description, and business hours. 5. If you want to activate the policy, turn on the **Status** toggle. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip We recommend waiting to activate an SLA policy until you add milestone actions to it. You can’t update or delete milestone actions on a process after it’s activated and applied to a record. 6. Choose the criteria for records to enter and exit the SLA policy. The field names you see will reflect the SLA policy type you selected.
Field Description More Actions to Take?
Entry Criteria

Based on Created Date

Select if records should enter the policy when they’re created.

 No

Based on Custom Date/Time Field

Select if you want the value of a custom date/time field on the record to determine when the record enters the policy.

 Yes, a drop-down list displays for selecting the custom date/time. You can only choose a custom date/time, not a custom date.
Exit Criteria

Based on Whether the Case is Closed

Select if records should exit the policy when they're closed.

 No

Based on Custom Criteria

Select if records should exit the policy based on criteria you define.

Yes, select one of the following:

  • Choose Rule and then add the conditions that a record must meet for it to exit the process. For example, set a Case.Priority equals Low if you want cases with the Priority field marked Low to exit the policy.

  • Choose Formula and enter a formula that returns a value of “True” or “False.” Records exit the policy if the formula returns “True.” For example, the formula (Case: Priority equals Low) AND(Case: Case Origin equals Email, Web) moves cases out of the policy if their Priority field is Low and the Case Origin field is marked Email or Web.
7. Optionally, choose the business hours you’d like to apply to the SLA policy. The business hours you set here calculate the Target Date for all the milestones on this SLA policy. 8. Save your changes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API. # Create an SMS Channel in Agentforce Contact Center Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To create SMS channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
To migrate SMS channels to Agentforce Contact Center:

Agentforce Contact Center Admin (Salesforce Voice) permission set

Learn how to view permissions in this permission set.
## Create Long Code SMS Channels As of February 1, 2025, 10DLC requires a verified brand and campaign to send messages. Otherwise, you risk your carrier blocking unregistered traffic. Complete your requests for the related brand and campaign before you request your 10DLC. Processing your code request can take up to two business days, depending on the time needed for carriers and aggregators to provide approval. 1. Provision a new [10-digit long code phone number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center."). 2. If you don’t already have one, request a [brand](https://help.salesforce.com/s/articleView?id=service.messaging_sms_brand.htm&type=5&language=en_US) and [campaign](https://help.salesforce.com/s/articleView?id=service.messaging_sms_campaign.htm&type=5&language=en_US). If you already have a brand and campaign, go to the next step. 3. To migrate the 10-digit long code number, from Setup go to **Communication Channels**. 4. Click **New SMS Code**. 5. Select a country, and for Code Type, select **10-Digit Long Code**, and then click **Next**. The country value should be the same as the country you selected for the provisioned number. 6. Review the regulatory compliance notices, and then click **Next**. 7. Select your brand and campaign. 8. Click **Port Agentforce Contact Center Voice and SMS Numbers**. 9. Click **Download Long Code CSV Form** and fill in the details. 10. Click **Download Letter of Authorization** and fill in the details. 11. Click **Upload Completed Forms** and upload both the Migration Form and the Letter of Authorization. 12. Click **Submit**. It takes up to one business day for the migration to be completed. 13. To check the status of your number, from **Communications Channels**. go to the **SMS Channel Requests** tab. After migration is completed, you get an email from Salesforce. If the migration status for your number is In Progress even after one business day, reach out to Salesforce support for assistance. 14. After migration is completed, from Setup, go to Communication Channels. To see a list of all migrated 10-digit long code numbers, go to the **SMS Channel Requests** tab. 15. From the All Channels tab, click the SMS channel that you want to activate. 16. Update the channel display name, routing configuration, and click **Activate Channel**. ## Create Toll-Free SMS Channels Create one or more SMS channels in Salesforce linked to toll-free long code numbers. 1. Provision a new [toll-free phone number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center."). 2. To migrate the toll-free number, from Setup go to **Communication Channels**. 3. Click **New SMS Code**. 4. Select a country, and for Code Type, select **Toll-Free**, and then click **Next**. The country value should be the same as the country you selected for the provisioned number. 5. Click **Port Agentforce Contact Center Voice and SMS Numbers**. 6. Click **Next**. 7. Click **Download Migration Form** and fill in the details. 8. Click **Download Letter of Authorization** and fill in the details. 9. Click **Upload Completed Forms** and upload both the Migration Form and the Letter of Authorization. 10. Click **Submit**. Your number is in queue for migration and verification. This process takes up to two weeks to be completed. 11. To check the status of your number, from Communications Channels, go to the **SMS Channel Requests** tab. When migration and verification is completed, you get an email from Salesforce. If the migration status for your number is In Progress for more than two weeks, reach out to Salesforce support for assistance. 12. After migration and verification is completed, from Communications Channels, go to the **All Channels** tab and click the number that you migrated. 13. Update the channel display name, routing configuration, and click **Activate Channel**. # Create and Activate Return Order SLA Policies Set resolution targets, streamline hardware intake, and manage asset reclamation deadlines with Return Order service-level agreement (SLA) policies. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Create a Return Order SLA Policy Establish clear response targets and assign rules based on record status by creating return order SLA policies. 1. From Setup, in the Quick Find box, enter SLA Policies, and then select **SLA Policies**. 2. Click **New SLA Policy**. 3. Enter a descriptive policy name. 4. For SLA Policy Type, select **Return Order**. 5. For Entry Criteria, select **Based on Created Date**. 6. For Exit Criteria, select **Based on Whether the Return Order is Closed**. 7. Save your changes. 8. Set the status to **Active** and click **Save**. ## Create Application Rules for SLA Policies Define criteria for applying response targets and automate SLA assignment based on record field values. 1. From Setup, in the Quick Find box, enter SLA Policies, select **SLA Policies**, and then click the **Application Rules** tab. 2. Select **New**. 3. Set the order to 1. 4. Search for and select your Return Order SLA policy or its linked Entitlement. 5. For Execute Rule When, select **a record is created**. 6. For Field, select **Return Order: Status**. 7. For Operator, select **Equals**. 8. For Value, select or enter **Draft**. 9. Save your changes. # Create and Assign a Broadcaster Permission Set for SMS Give broadcasters permission to send one-to-many messages in a standard SMS messaging channel. Optionally, set them up with Messaging and Omni-Channel permissions to have one-to-one conversations with recipients. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create permission sets: Manage Profiles and Permission Sets
To assign permission sets: Assign Permission Sets
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). 1. Create a permission set for broadcasters. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **New**. 3. For Label, enter a name for the permission set. The API Name is automatically filled. 4. Skip the section about user licenses. If you select a user license, App Permissions aren't available. 5. Save your changes. 6. In the details page, select **Object Settings** | **Messaging Sessions**. 7. Click **Edit**, give view access to all, and then give the appropriate access for your users or roles. 8. Click **Save**. 9. Go back to the Object Settings page and select **Messaging Users**. 10. Click **Edit**, give view access to all, and then give the appropriate access for your users or roles. 11. Click **Save**. 12. Go back to the Permission Set Overview page and select **App Permissions**. 13. Click **Edit**, then enable Agent Initiated Outbound Messaging, Messaging Agent, and Send One-to-Many Messages. 14. Click **Save**. 2. Assign the permission set you created. 1. From Setup, in the Quick Find box, enter Users, and select **Users**. 2. Select the name of the user that you want to assign the permission set to. 3. Under Permission Set Assignments, click **Edit Assignments**. 4. Move the permission set that you created to the Enabled Permission Sets list. 5. Save your changes. Users with the broadcaster permission set see the **Send Message** button in any contact, person account, employee, and messaging user list view. ![List view with Send Message button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/Contacts_SendMessage_Callout.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Users with these permissions can send one-to-many SMS and one-to-one SMS, assuming that Omni-Channel is enabled and your broadcasters are added to a messaging queue. If you want your broadcasters to send one-to-one messages, in addition to these steps, you must set up Service Presence Status Access and enable End Messaging Session. # Create and Assign Chat Skills Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only. ### Required Editions
View supported editions.
User Permissions Needed
To create skills: Customize Application
To assign skills (supervisors): Assign Chat Skills to Users OR Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you can assign a user or profile to a skill or remove a user or profile from a skill, chat must be enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The Skill object is visible to all users. No user permissions are needed to view skills. 1. From Setup, enter Skills in the Quick Find box, then select **Skills**. 2. Click **New**. 3. Enter a name for the skill. For example, you can create a skill that’s called “Accounts” for agents who specialize in questions about customer accounts. 4. In the Assign Users area, select the users whom you want to associate with the skill. 5. In the Assign Profiles area, select the profiles that you want to associate with the skill. 6. Click **Save**. To enable supervisors to assign skills, enable the “Assign Chat Skills to Users” permission on their profiles, or assign it to individual users via a permission set. When supervisors have this permission, they can go to **Setup** | **Customize** | **Chat Skills** and update the assigned profiles or users under each skill. # Create and Assign Lightning Console Permission Sets If your org has purchased Lightning Console permission set licenses, you can assign the licenses to users with Salesforce Platform licenses to add access to Lightning console apps. ### Required Editions
Available in: Lightning Experience
Available for an extra cost in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To create permission sets: Manage Profiles and Permission Sets
To assign permission sets: Assign Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Users with Salesforce licenses, such as Agentforce Sales (formerly Sales Cloud) and Agentforce Service (formerly Service Cloud) feature licenses, already have the Lightning Console User permission enabled. You can’t disable this user permission for these users. Don’t assign the Lightning Console permission set license to those with Salesforce user licenses. These users can already access Lightning console apps. Each Salesforce Platform license user needs a Lightning Console permission set license to use Lightning console apps. Creating a Lightning Console permission set and assigning it to a user auto-assigns the Lightning Console permission set license to that user. Create a Lightning Console permission set that enables the following permission. | User Permission | What It Enables | | --- | --- | | Lightning Console User | Ability to access and work with Lightning console apps. Users can access the apps from the Lightning Experience App Launcher. | Create and assign the permission set to one or more Salesforce Platform users. You can assign the permission set either one at a time or in bulk. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important Complete these steps only if your org has purchased Lightning Console permission set licenses. 1. Verify how many Lightning Console permission set licenses your Salesforce org has. From Setup, enter Company Information in the Quick Find box, then select **Company Information** and scroll down to Permission Set Licenses.You can see how many permission set licenses are available and have already been assigned. You can also see how many types of permission set licenses you have for different features. 2. Create the permission set. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click **New**. 3. Enter Lightning Console for the name. 4. From the License dropdown menu, select **Lightning Console**. 5. Click **Save**. The Permission Set Overview page shows the new permission set. Now add user permissions to the set. 6. Click **System Permissions** to open the list of user permissions enabled by the Lightning Console permission set. Then click **Edit**. 7. Enable **Lightning Console User**. 8. Click **Save**. 3. Assign the permission set. 1. Click **Manage Assignments** and then click **Add Assignments**. 2. Select the users with Salesforce Platform licenses who need access to Lightning console apps, then click **Done**. When you assign the permission set to users, Salesforce auto-assigns the Lightning Console permission set license to those users. After you assign the permission set, make sure to add the user’s profile to the Lightning console app. Go to App Manager in Setup and edit the Lightning console app. #### See Also - [Who Can Access Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&release=264.0.0&type=5 "To access and use a Lightning console app, users must have the Lightning Console User permission and their profile must be added to the Lightning console app.") # Create and Assign Skills Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills. ### Required Editions
View supported editions.
User Permissions Needed
Create and update skills in Setup: Customize Application
Assign skills to service resources:

Shift Scheduling Planner

OR

Workforce Engagement Planner

OR

Edit on service resources
1. From Setup, enter Skills in the Quick Find box, then select **Skills**. 2. Click **New**. 3. Enter a skill name, like Electrician Certification, a developer name, and a description. 4. Skip the Assign Users and Assign Profiles sections, which are specific to Chat. 5. Save your changes. 6. Assign the skill to a service resource. 1. Open a service resource record and go to the Skills related list. 2. Select a skill. Skip entering a skill level. Shift Scheduling or Workforce Engagement don’t consider skill levels. 3. Enter a start date and, if needed, an end date. For example, if a worker must be recertified in a particular skill every six months, enter an end date that’s six months later than the start date. 4. Save your changes. # Create and Assign Skills Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills. ### Required Editions
View supported editions.
**User Permissions Needed**
Create and update skills in Setup: Customize Application
Assign skills to service resources:

Shift Scheduling Planner

OR

Workforce Engagement Planner

OR

Edit on service resources
1. From Setup, enter `Skills` in the Quick Find box, then select **Skills**. 2. Click **New**. 3. Enter a skill name, like `Electrician Certification`, a developer name, and a description. 4. Skip the Assign Users and Assign Profiles sections, which are specific to Chat. 5. Save your changes. 6. Assign the skill to a service resource. 1. Open a service resource record and go to the Skills related list. 2. Select a skill. Skip entering a skill level. Shift Scheduling or Workforce Management don't consider skill levels. 3. Enter a start date and, if needed, an end date. For example, if a worker must be recertified in a particular skill every six months, enter an end date that's six months later than the start date. 4. Save your changes. # Create and Configure Specialized Agents from Templates Create and configure specialized agents from agent templates to support your Agentforce Employee Agent for specific IT services. The agent configuration includes selecting templates, assigning agent names, and providing a company description. Then refine subagents and actions, and activate agents to go live for your employees. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To enable Agentforce:

Manage AI Agents AND the required permissions for your agent type

OR

Customize Application
1. From Setup, in the Quick Find box, enter Salesforce Go, and then select **Salesforce Go**. 2. In the Salesforce Go search bar, enter Agentforce for IT Service and select it. 3. Turn on specialized agent templates for employee. In the confirmation window, click **Confirm**. 4. Click **Build Agents** to build specialized agents from templates. 5. Select one or more available agent templates to deploy specialized agents. 6. Click **Next**. 7. Review the selected agents. If a naming conflict occurs, update the agent name to a unique value. 8. Click **Create**. 9. Click **Configure and Activate Agents** to configure and activate specialized agents. 10. Select the agents to deploy them. 11. Click **Activate Agents**. # Create and Configure the IT Service Employee Agent Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To enable Agentforce:

Manage AI Agents AND the required permissions for your agent type

OR

Customize Application
1. From Setup, search and select **Salesforce Go** 2. From Salesforce Go, search and select **Agentforce for IT Service**. 3. For Agentforce for IT Service card, select **Get Started** or **Keep Going**. If the Agentforce status is not On, select **Turn On Agentforce Studio**, follow the activation steps, and return to Agentforce for the IT Service page. 4. Under Enable IT Service Agent Templates, turn on **IT Service Employee**. 5. For Build and Manage Agent, select **Go**. For IT Service Employee agent, make sure to [add these subagents to the agent](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_add_standard.htm&type=5&language=en_US). - Approval Management - Cloud and Infrastructure Management - Collaboration Management - Compliance Management - Employee Lifecycle Management - Employee Request Management - Escalation - Facilities Management - Hardware Management - IT Security Management - Network Management - Policy Query Management - Software Management 6. To test the configuration in the Conversation Preview pane, enter a prompt related to the new subagent to verify that the agent builds a plan and executes the correct actions. 7. To deploy the agent, select **Activate**. The agent is deployed and activated. 8. Manage subagents for catalog items. Provides relevant and predictable responses for catalog items, assign items to subagents and messaging channels. 1. For Manage Subagent for Catalog Items, select **Manage**. 2. From the Manage Subagents for Catalog Items page, select **Add**. 3. In the Subagent Name list, select a subagent. 4. In the Category Name list, select a category. 5. In the Catalog Item list, select the item to associate with the subagent. 6. In the Messaging Channel field, enter or search for the [enhanced chat channel](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_emp_prnt.htm&type=5&language=en_US) configured in your org. 7. Save your changes. # Create and Configure the IT Service Fulfiller Agent Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To enable Agentforce:

Manage AI Agents AND the required permissions for your agent type

OR

Customize Application
1. From Setup, search and select **Salesforce Go**. 2. From Salesforce Go, search and select **Agentforce for IT Service**. 3. For Agentforce for IT Service card, select **Get Started** or **Keep Going**. If the Agentforce status is not On, select **Turn On Agentforce Studio**, follow the activation steps, and return to Agentforce for the IT Service page. 4. Under Enable IT Service Agent Templates, turn on **IT Service Fulfiller**. 5. For Build and Manage Agent, select **Go**. For an IT Service Fulfiller agent, make sure to [add these subagents to the agent](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_add_standard.htm&type=5&language=en_US). - Calendar Management - Change Management - Incident Management - Problem Management - Release Management 6. If needed, add other standard or custom subagents to your agent. See [Agent Subagents](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&type=5&language=en_US). Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Add standard subagents to an agent from the asset library and create custom subagents. 7. Manage actions for your agent. See [Agent Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&type=5&language=en_US). Actions help agents use Salesforce Platform capabilities, such as flows, prompt templates, Apex, and APIs. You can add actions to subagents, create custom actions, and customize standard actions. 8. Define variables for your agent. See [Agent Variables](https://help.salesforce.com/s/articleView?id=ai.agent_variables.htm&type=5&language=en_US). Variables control how your agent uses subagents and actions and to provide more information about a conversation. 9. To test the configuration in the Conversation Preview pane, enter a prompt related to the new subagent to verify that the agent builds a plan and executes the correct actions. 10. To deploy the agent, select **Activate**. The agent is deployed and activated. 11. For Configure Proactive Assistance for IT service fulfillers, select **Go to Setup**. 12. [Set up proactive assistance for incidents and problems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_setup.htm&type=5&language=en_US). # Create and Configure the Unified Catalog Service This task guides you through creating the service that will act as the container for your automation. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
1. From the App Launcher, find and select **Unified Catalog**. 2. Navigate to the Services tab and click **New**. 3. Enter a Service Name (e.g., Password Reset Service) and click **Save**. 4. On the service’s configuration page, click **Data Models**. 5. Under Target Data Model, select **Case** or **Incident**. 6. Click **Attributes**. In this section, add the custom attributes that will store the data you collect from the user. For example, add a Text attribute for UserEmail.These attributes become input variables for your flows. # Create and Deploy a Service Process by Using a Template Use the Update Profile and Request Leave templates to create service processes that your employees can use to manage their profile information, view their leave balance, and submit a leave request. The service processes help employees maintain their profile information and manage their leaves. ### Required Editions
View supported editions.
User Permissions Needed
To access the Employee Hub Service Catalog component: ProductCatalogManagementCCPsl
Before you create a service process, [turn on New Service Process Definition Sync](https://help.salesforce.com/s/articleView?id=ind.spd_enable_service_process_definition_sync_with_product_catalog_management.htm&language=en_US). To create a case and associate a service process request with the case, [set the field-level security setting](https://help.salesforce.com/s/articleView?id=platform.users_fields_fls.htm&language=en_US) of the Case Source field in the Case object. Make the Case Source field visible to the Customer Community Plus User profile. [Set the field-level security settings](https://help.salesforce.com/s/articleView?id=platform.users_fields_fls.htm&language=en_US) of the fields in the Omni UI Card object. Make the fields visible to the Customer Community Plus User profile. [Turn on OmniStudio Metadata](https://help.salesforce.com/s/articleView?id=xcloud.os_enable_omnistudio_metadata_api_support.htm&language=en_US). ## Create a Service Process 1. In Setup, find and select **Service Process Studio**. 2. Click **New Service Process**. 3. To create a service process from an out-of-the-box service process template, click **Create from Template**. 4. Select the **Request Leave** or **Update Profile** template, and click **Save & Launch**. 5. Click **Details** and enter the basic details such as name, API name, short description, and long description. 6. Save and activate the service process. You can add images to service processes. See [Create Simple Products](https://help.salesforce.com/s/articleView?id=ind.product_catalog_create_simple_products.htm&type=5&language=en_US). ## Configure the Submit Leave Request Omniscript Intake Form 1. From the App Launcher, find and select **OmniScripts**. 2. Click the **SubmitLeaveRequest** Omniscript. 3. In Omniscript Builder, click **New Version**. 4. Select the **GetLeaveBalance** remote action. 5. In the Remote Action Properties pane, for the integrationDefinition key, enter the value of the integration definition you created during MuleSoft setup. See [Create an Integration Definition](https://help.salesforce.com/s/articleView?id=ind.consumption_framework_integration_definitions.htm&language=en_US). 6. Select the **SendLeaveDetailsIP** integration procedure action. 7. In the Remote Action Properties pane, for the svcCatalogItemDefApiName key, enter the API name of the request leave service process you created. 8. Activate the Omniscript. ## Configure the Update Profile Omniscript Intake Form 1. From the App Launcher, find and select **OmniScripts**. 2. Click the **UpdateProfile** Omniscript. 3. In Omniscript Builder, click **New Version**. 4. Select the **UpdateProfileIP** integration procedure action. 5. In the Remote Action Properties pane, for the svcCatalogItemDefApiName key, enter the API name of the update profile service process you created. 6. Activate the Omniscript. ## Attach the Omniscript to Service Process 1. In Setup, find and select **Service Process Studio**. 2. Click the service process you created. 3. In the Request Form screen, on the Omniscript Form card, click **Add**. 4. Based on the service process you selected, select the **SubmitLeaveRequest** or **UpdateProfile** Omniscript you configured, and then click **Add**. 5. Save your changes, and click **Activate**. ## Add the Service Process to a Catalog Select an existing catalog or create a new catalog. 1. From the App Launcher, find and select **Product Catalog Management**. 2. From the navigation menu, click **Catalogs**. 3. Click **New**. 4. Enter the required information, and select **Service Process** as the catalog type. 5. Save your changes. Note down the product catalog ID from the page URL for future reference. 6. Click the **Categories** tab, and click **Create Category**. 7. Enter the required information, and save your changes. 8. Select the category you created. 9. Click the **Related** tab, and then click **Assign Products**. 10. Select the service process you created, and click **Next**. 11. Save your changes. ## Set Up the Process Employee Service Request Flow This flow processes a service request after the manager’s approval and notifies the employee about the closure of the associated case. 1. In Setup, find and select **Flows**. 2. Click the **Process Employee Service Request** flow. 3. Click the **Send Service Request Processed Email** element, and then click **Edit Element**. 4. In the side bar, scroll down to the Sender Details section and enter an org-wide email address in the Send Email Address field. 5. Click the **Send Rejection Email to the Employee** element, and then click **Edit Element**. 6. In the side bar, scroll down to the Sender Details section and enter an org-wide email address in the Send Email Address field. 7. Click **Save As New Flow**. 8. Enter the required details, and save your changes. 9. Click **Activate**. ## Set Up the Approve Employee Service Request Orchestration This orchestration sends a request for service request approval to the employee’s manager. After the manager takes an approval action, the orchestration updates the approval status on Workday and notifies the employee. Follow the setup steps for the request leave and update profile service processes you created. 1. In Setup, find and select **Flows**. 2. Click the **Approve Employee Service Request** flow. 3. Click **Save As New Orchestration**. 4. Enter the required details, and save your changes. 5. On the Start element, click **Edit**. 6. In the sidebar, edit the Formula field by replacing the placeholder developer name with the API name of the service process you created. 7. Click the **Update Manager Decision** element, and then click **Edit Element**. 8. In the side bar, under the Select an Action to Run section, select the Process Employee Service Request flow you created. Set these input values: - approvalDecision: {!AssignCaseToManager.Outputs.approvalDecision} - integrationDefinitionApiName: - rejectionMessage: {!AssignCaseToManager.Outputs.approvalComments} - serviceRequestDetails: {!$Record} 9. Click **Activate**. ## Configure the Employee Portal Service Catalog Component On the Employee Portal site, customize the Service Catalog page by configuring the Employee Portal Service Catalog component. Employees use this component to submit service requests. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to the name of your Employee Portal site, click **Builder**. 3. From Home, click **Service Catalog** in the builder page menu. 4. In the builder canvas, click **Employee Portal Service Catalog**. 5. In the Record ID field, enter the product catalog ID that you noted down earlier. The Record Id field is populated with {!recordId} by default. If you add the Employee Portal Service Catalog component to catalog pages and want the Record Id value to be automatically populated at runtime based on the user-selected catalog, retain {!recordId} as the value. If you add the component to any other page, enter the unique ID of a catalog in the Record Id field. See [Locate the Unique ID of a Record in Salesforce](https://help.salesforce.com/s/articleView?id=000385008&language=en_US&type=1). 6. In the Employee Portal Service Catalog window, add custom titles in the Component Title and All Services Tab Title fields. To configure other fields, see [Customize the Product-Browsing Experience](https://help.salesforce.com/s/articleView?id=ind.product_catalog_customize_products_list_view.htm&type=5&language=en_US). # Create and Edit a Custom Lightning Console App Create custom console apps in Lightning Experience the same way that you create other Lightning Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items, configure navigation rules, and assign the app to user profiles. You can always come back and edit your console app at any time. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.
User Permissions Needed
To view apps: View Setup and Configuration
To manage apps: Customize Application
1. From Setup, in the Quick Find box, enter App, and then select **App Manager**. 2. Click **New Lightning App**, and walk through the New Lightning App wizard. 3. On the App Details and Branding page, give your app a name and description, set its primary branding color, and give it a logo. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip The app description displays alongside the icon in the App Launcher. Make the description meaningful to your users. 4. On the App Options page, select **Console navigation**. If you want to use Lightning Service Setup, select **Include Service Setup**. Service Setup is available only in orgs created before Spring '26. 5. On the Utility Bar page, add any utilities that you want your console users to work with. 6. On the Select Items page, add the items you want to include in the console app. 7. On the Navigation Rules page, determine how you want records to open in your console app. Choose an object and decide whether it opens as a workspace tab or as a subtab of a related record. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip Use navigation rules to keep your console users efficient. For example, define a rule so that when a user clicks a contact, it opens as a subtab of that contact’s related account. 8. On the Assign to User Profiles page, select the profiles you want to access the console app. 9. Save your work. #### See Also - [Who Can Access Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&release=264.0.0&type=5 "To access and use a Lightning console app, users must have the Lightning Console User permission and their profile must be added to the Lightning console app.") - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&release=264.0.0&type=5 "The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window.") - [Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5 "Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.") # Create and Edit Articles You can create or edit an article from the Knowledge tab or Article Management tab. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
To start a new article from an existing one, clone the article. See [Clone a Knowledge Article](https://help.salesforce.com/s/articleView?id=service.knowledge_article_clone.htm&release=264.0.0&type=5 "Create a new article from an existing one, and copy the fields and attached files you select."). To draft an article from a case or other record with generative AI instead of writing it from scratch, use [Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent.htm&language=en_US&type=5). To check for similar existing articles before you create or edit an article, select **Check Similar Articles**. See [Find Similar Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_use.htm&release=264.0.0&type=5 "Knowledge Similarity compares a draft or published article against your knowledge base and returns a ranked list of similar articles. Use Knowledge Similarity before publishing new content to avoid duplicates, or when reviewing existing articles to identify coverage gaps."). If you’re creating an article, you may need to select the article type and language. If you’re editing a published article or translation, choose whether to leave it published while you work on a draft copy, or whether to remove the original article from publication and work on it directly. If you work on a copy, publishing the copy replaces the last published version of the article. If you work on the original article, it is unavailable in the channels until you republish it. To insert reusable content into the article, use the Insert menu in the rich text editor to add a Knowledge Block. See [Insert a Knowledge Block into an Article](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_insert.htm&release=264.0.0&type=5 "Embed a published knowledge block version into an article using the rich text editor's Insert menu."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When applying categories, choose the categories that a user would naturally look for as they navigate. Users only find an article if they select its explicitly applied category, the parent of that category, or a child of that category. Since the Summer '20 release, standard Salesforce sharing for Lightning Knowledge is available. Switching to standard sharing changes how you work with data categories and how users can access Knowledge articles. See [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&type=5&language=en_US) for more about sharing for Lightning Knowledge. Once your article is complete, you can assign it to another service rep to edit or review the article, [publish the article](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well.") directly, or submit the article for approval. If you have the “Publish Articles” article action and an approval process is set up for an article, you'll see both **Publish...** and **Submit for Approval** buttons.. #### See Also - [Smart Links to Salesforce Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink.htm&release=264.0.0&type=5 "Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Create and Edit Case Comments Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list. ### Required Editions
View supported editions.
User Permissions Needed
To view case comments: Read on cases
To add case comments and make case comments public: Edit or Create on cases
To edit or delete case comments added by other users: Modify All Records on cases
To edit, delete, or make public your existing case comments: Edit Case Comments
To send email notifications for case comments: Access Activities
Comments can remain private or be made publicly available to a case’s contact on the Customer Portal, Self-Service portal, or Chatter Answers. You can also set up your portal or Experience Cloud site to let customers comment on their cases. When a portal user adds a comment, the case owner receives an email. A comment icon (![Comment added by Self-Service user](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/comment_icon.gif)) remains on the case heading until the case owner views it. Customer comments on portals and Experience Cloud sites are always public, so the Public checkbox for case comments is redundant and‌ confusing for customers. To remove this checkbox for customers, you can turn on a setting at the org level. 1. Go to **Setup** and use the **Quick Find** box to search for Support Settings. 2. Select **Support Settings** and click **Edit**. 3. Check the box next to **Hide the case comment Make Public checkbox for Community users**. 4. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. ## On a Case Detail Page You can create and edit case comments on Case Detail pages, found by opening a case from the Cases tab or a related list. 1. On a Case Detail page, click **New** or **Edit** on the Case Comments related list. 2. Optionally, select Public to enable comment notifications to the contact on the case, and to let the contact view the comment on the Customer Portal or Self-Service. 3. Type comments in Comment. 4. Click **Save**. If you publish cases and case comments to external contacts via Salesforce to Salesforce, all public case comments are automatically shared with a connection when you share a case. To stop sharing a comment, select **Make Private**. From the Case Comments related list: - Click **Del** to delete an existing comment. - Click **Make Public** or **Make Private** to change the public status of a comment on the Customer Portal or Self-Service portal. Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire site. For example, if a support rep adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support reps can read all private and public case comments. ## On a Case Edit Page You can create and edit case comments on the Case Edit page. 1. Click **New** on the Cases tab to create a case, or select an existing case and click **Edit**. 2. Type your comments in Internal Comments. 3. Optionally, select **Send Customer Notification** to email the contact on the case of your new public comment. 4. Click **Save**. An email is sent to the case owner whenever a case comment is created. **Send Customer Notification** is visible on case edit pages when: - An administrator has enabled case comment notification to contacts on Support Settings or Self-Service Portal settings pages. - The comment is marked Public. - There’s a contact on the case. - The contact on the case has a valid email address. # Create and Edit Idea Themes Use the Idea Themes tab in both the application and the console to create and edit Idea Themes for the Experience Cloud sites that you manage. ### Required Editions
View supported editions
User Permissions Needed
To view the Idea Themes tab: Read on Idea Themes
To create Idea Themes: Create on Ideas
1. Click **New Idea Theme** from the Idea Themes list view page or click **New** from the Recent Idea Themes list on the Idea Themes overview page. 2. Select a zone for the idea theme and click Continue. 3. Select the idea theme’s Status. 4. Select a category for the theme. 5. Add a title for the idea theme. 6. Optionally, enter a description of the theme. Use the HTML editor to format your text or add an image or video. 7. Click Save. #### See Also - [Working with and Using Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_overview.htm&release=264.0.0&type=5 "Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company.") - [Use Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_using.htm&release=264.0.0&type=5 "Click the Idea Themes tab to view, filter, moderate, and create themes from lists.") - [Managing Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_managing.htm&release=264.0.0&type=5 "From the Idea Themes detail page, you can manage an idea theme and its related ideas.") # Create and Edit IT Service Knowledge Articles with Einstein Create contextual knowledge articles from incident, problem, and change request records using generative AI. Reduce manual effort and standardize documentation by converting information from your IT service records into structured knowledge. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
Einstein uses specific prompt templates for incidents, problems, and change requests and the data from the IT service record to generate a consistent article. It extracts key details such as symptoms, root causes, and resolutions, and outputs a draft using the following common fields: Title, Summary, Issue, Workaround, Root Cause, and Resolution. Click **Draft Knowledge Article** on an Incident, Problem, or Change Request record. Enter a relevant title for the knowledge article. If the title is too different from the details in the record, Einstein fails to draft an article. The article is created in a draft state and requires your review or approval. Here's how Einstein-based knowledge creation works for IT service records: - Incident: Einstein analyzes the incident's subject and description, as well as data from related and parent incidents, and resolution summaries. The output focuses on the employee's issue, temporary workarounds, and resolution steps to aid immediate troubleshooting. - Problem: Agentforce IT Service supports generating a Known Error document by extracting key details from the problem record, directly supporting the workflow for documenting confirmed root causes and workarounds. Einstein specifically looks at the problem's workaround, root cause summary, and data from parent and related problem records. The output clearly defines the root cause and workaround which help when you are using Einstein to create a Known Error article. - Change Request: If you used the sample prompt to create the template for change requests, Einstein analyzes the request's business justification, impact analysis, and implementation documents like the remediation plan, test plan, and implementation plan. The output reflects the change process, with the issue field capturing the reason the change was implemented and the resolution field documenting the details of the deployed fix. Einstein can also create different articles depending on the knowledge record type you choose. To see an example of how to create different knowledge articles, see [How To Use Einstein Knowledge Creation Responses Across Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_example.htm&type=5&language=en_US). You can also edit the knowledge articles generated by Einstein and further [revise them with the help of Einstein](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_einstein_edits.htm&type=5&language=en_US). You can also draft an article from the Knowledge or Enterprise Knowledge component on an incident, problem, or change request record page, or ask Agentforce to draft one. See [Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article."). # Create and Edit Zones Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization. ### Required Editions
View supported editions
User Permissions Needed
To create or edit a zone: Customize Application
1. From Setup, enter Zones in the Quick Find box, then select **Zones** under **Answers**, **Ideas Zones**, or **Chatter Answers Zones**. 2. Click **Edit** next to the zone that you want to change, or click **New** to create a zone. 3. Enter a unique name for your zone that clearly identifies the zone's purpose. 4. Optionally, enter a description in plain text. HTML and other markup languages aren’t supported. 5. To display the zone to your Ideas, Answers, or Chatter Answers community, select the Active checkbox. 6. To specify how usernames appear in posted questions and answers throughout the zone, select the Username Format. Chatter Answers uses the Username Format for questions and answers only. Ideas uses the Nickname for usernames in an Idea community rather than the Username Format in a zone. You can't delete zones, so to hide a zone, make sure Active isn't selected. All active zones are automatically available from the Ideas tab, but you can assign only one active zone to Answers. For Chatter Answers, first names are used for users in the Customer Support Agents Group even if Nickname is selected as the Username Format for the zone. 7. Specify where you want this zone displayed. - Community lets you select an Idea, Answers, or Chatter Answers community. For Chatter Answers only, you can also select **Visible Without Authentication** to let guest users view activity within the zone without signing in. - Internal Only displays the zone to internal users only. Portal and Experience Cloud site members can’t see internal zones. - Portal lets you select from a list of existing portals. To make a zone publicly available, select the Customer Portal that you plan to expose publicly using Salesforce Sites. Chatter Answers is supported on Salesforce Sites. Answers isn’t supported on Salesforce Sites. If you reassign a zone to a different Ideas, Answers, or Chatter Answers community, the items that are associated with that zone move to the new community. Users who are logged in to the original community can’t view the items that have been moved, including from the Recent Items section of the sidebar column. If the zone is moved back to the original community, the ability to view those items is restored. 8. To associate the zone with Chatter Answers, select Enable for Chatter Answers. 9. To let customers post their questions privately to customer support (create cases), select Enable Private Questions. If you don’t select this setting, support agents can still initiate private communications with customers. 10. In Visualforce Page That Hosts Your Zone’s Feeds, click ![Lookup Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/lookup.gif) and choose the Visualforce page on which questions, replies, and knowledge articles display. The page you choose must include either the `chatteranswers:allfeeds` component or a combination of the following components: `chatteranswers:aboutme, chatteranswers:guestsignin, chatteranswers:feedfilter, chatteranswers:feeds, chatteranswers:searchask, chatteranswers:datacategoryfilter`. Using one of these components ensures that the zone is linked to your Salesforce Site correctly. If you don’t choose a Visualforce page, one is automatically generated when you save your zone. The generated page includes your zone’s ID so that topics, questions, and replies are associated with your specific zone and can display on it. The page is named after your zone with a suffix of “\_main,” for example, ZoneName\_main. The page also includes a language attribute that matches your organization’s default language. You can use the `NoSignIn` Boolean attribute in the `chatteranswers:allfeeds, chatteranswers:aboutme, chatteranswers:feeds` or `chatteranswers:searchask` components. The attribute removes all sign-in links from your zone. Use this option when you have an external sign-in path and want to ensure that your users follow it instead of the standard Chatter Answers sign-in. When the `NoSignIn` Boolean attribute is `true`, users can still search and view publicly accessible content for the zone. If they already have a valid session, they can still post questions, reply, vote, and flag content. 11. In Site That Hosts Your Zone, click the lookup (magnifying glass) icon and choose the Salesforce Site on which you want to host the zone. - If you associated the zone with a portal, you can enter a Salesforce Site domain. - If you associated the zone with an Experience Cloud site that doesn’t require authentication for users to view zone activity, the domain is populated automatically. 12. Optionally, in Email Notification URL, customize the URL that’s included in email notifications sent from the zone. The email notification URL is generated automatically to be adapted to the “visibility” settings of the zone. But it can be modified to fit specific needs or use cases. If you have a customized login page, enter its URL. For example, if you’ve created a login page from which users can access multiple zones, you can customize Email Notification URL to redirect users to that page from email notifications. Manually update the Email Notification URL when you have an existing URL for notifications for an internal zone and a company-specific subdomain. To update the URL, clear the existing URL so that the field is blank. Save the page, and the system populates the field with the new My Domain URL. 13. In Customer Support Agents Group, select the public group of users to act as support agents for the zone. These users have a headset icon next to their username in the zone. 14. Optionally, you can choose a file to incorporate your brand into email notifications that are sent from the zone. In Header or Footer, click ![Lookup Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/lookup.gif) and choose a text or HTML file. You can choose only from files that are uploaded to a publicly accessible folder on the Documents tab and marked Externally Available Image. The files that you include in the fields can have a combined size of up to 10 KB. 15. From the list of predefined data categories, select the data categories that you want exposed to the zone. 16. To set up Ideas for the zone, use the Experts group field to select the public group of experts to monitor the zone for Ideas. 17. Click **Save**. #### See Also - [Use Zones to Organize Idea Communities](https://help.salesforce.com/s/articleView?id=service.ideas_communities.htm&release=264.0.0&type=5 "Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations.") - [Select Picklist Values and Defaults for a Zone](https://help.salesforce.com/s/articleView?id=service.ideas_add_category.htm&release=264.0.0&type=5 "After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value.") - [Designate Community Experts](https://help.salesforce.com/s/articleView?id=service.ideas_community_experts.htm&release=264.0.0&type=5 "Designate your star users as experts in their Ideas community.") # Create and Link Evidence Artifacts for IT Compliance Respond to evidence requests by creating a new artifact and uploading files, or by linking an existing artifact that already satisfies the request. If the same evidence artifact applies to multiple requests, link the existing file instead of creating duplicates. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and submit evidence artifacts:

IT Compliance Fulfiller permission set

OR

IT Compliance Submitter permission set (for employee portal)
Evidence artifacts are the files, screenshots, reports, and other materials that prove compliance with a control or requirement. Each artifact is linked to one or more evidence requests and moves through a status lifecycle from Draft to Submitted to Verified. Once an artifact is verified and accepted, it locks permanently and becomes part of the official audit record. ## Create a New Artifact and Upload Files Create a new artifact when the evidence doesn't already exist in the system. Upload the files, add context in the artifact text field if needed, and submit the artifact for review. 1. From the Evidence Hub app, open the evidence request the artifact belongs to. 2. Go to the **Artifacts** tab on the request and click **Create New Artifact**. 3. In the **Create New Evidence Artifact** dialog, fill in the artifact details: - Artifact Name. A short, descriptive name that tells the reviewer what the artifact is proving, like **HRIS (Workday) Employee Termination Log (Last 30 Days)**. - Description. A brief summary of the evidence and how it satisfies the request. - Classification. The sensitivity level of the artifact, such as **Internal**, **Confidential**, or **Restricted**. The classification helps reviewers handle the artifact appropriately and is shown on the artifact list view. - Collection Method. How the evidence was gathered. Set this to **Manual Upload** when you're attaching files yourself. - Status. Leave as **Draft** while you're still preparing the artifact. Move it to **Submitted** when the evidence is ready for the compliance team to verify. - Valid Till Date. Optional. The date the evidence expires, if it has a limited shelf life (for example, a quarterly access review). - External Link. Optional. A URL that points to the source system or external document that backs up the artifact. - Artifact Text. Optional. Free-form text content for evidence that doesn't have a file, like a written attestation. 4. Click **Save**. The artifact is created with an auto-generated number (for example, **ART-000000005**) and is shown on the request's Artifacts tab. 5. Open the artifact you just created and go to the **Files** tab. 6. Add the supporting files. 1. Click **Add Files**. 2. In the **Select Files** dialog, choose how to attach the file: - To upload a new file, select **Upload File** and choose the file from your computer. - To attach a file that already exists in your workspace, select a source on the left (**Owned by Me**, **Shared with Me**, **Recent**, **Following**, **Libraries**, or **Related Files**) and pick the file from the list. - To attach a file from an external source like Google Drive, OneDrive, or SharePoint, select the source from the list. External sources appear here only when your org is connected through Files Connect and you have access to the source. 3. Click **Add**. The files are attached to the artifact and listed on the Files tab. ![Creating an artifact for an AWS configuration audit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Creating an artifact for an AWS configuration audit Jordan Chen, a cloud infrastructure engineer at Cumulus Bank, receives an evidence request asking for an S3 bucket encryption configuration export. He logs into AWS, exports the bucket configuration as a CSV file, and opens the Evidence Hub app. Jordan navigates to the evidence request and selects New on the Artifacts tab. He fills in the following fields: - Artifact Name: AWS S3 Encryption Config Export - 2026-05-12 - Classification: Confidential - Artifact Text: (left blank, since the CSV file contains all required data) Jordan saves the artifact, goes to the Files tab, and uploads the CSV export. He previews the file to confirm it includes the bucket name, region, encryption status, and KMS key ID columns specified in the request instructions. Once he's satisfied the artifact is complete, Jordan changes the status from Draft to Submitted. Rachel Anderson, the compliance reviewer, receives a notification and opens the artifact to begin her review. ## Link an Existing Artifact to a Request If an artifact you've already created satisfies a new evidence request, link the existing artifact to the new request instead of uploading the same files again. This workflow is useful when the same piece of evidence applies to multiple audit controls or frameworks. For example, a quarterly user access review report might satisfy requests in both a compliance audit review and an internal governance audit. Create the artifact once and link it to both requests. 1. From the Evidence Hub app, open the evidence request you want to add the artifact to. 2. Go to the **Artifacts** tab and click **Add Existing Artifact**. 3. Find the artifact you want to link and select it. 4. Confirm to add the artifact to the request. The artifact appears on the request's Artifacts tab alongside any artifacts created directly on the request. To remove a linked artifact later, for example, if you decide it isn't relevant to this request after all—open the request's Artifacts tab and remove the artifact from the list. The artifact record itself, and any other requests it's linked to, are unaffected. ![Linking a user access review artifact to multiple audits](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Linking a user access review artifact to multiple audits Jordan Chen previously created an artifact called **Q3 2026 AWS IAM User Access Review Report** for a compliance audit review. That artifact was verified and accepted two weeks ago. Now, Rachel Anderson is running an internal governance audit and creates a new evidence request that also requires the Q3 access review report. Instead of asking Jordan to upload the same report again, Rachel opens the new evidence request, selects **Link Existing Artifact** on the Artifacts tab, searches for the Q3 2026 IAM report, and links it to the new request. The artifact appears immediately with status Verified - Accepted, and Rachel doesn't need to reverify it. The artifact is now linked to both the compliance audit review and the internal governance audit, and any future viewer of either audit can see the same verified evidence. # Create and Link to Anchors You can create anchors within rich text fields so that you can link from one place in an article to another. First create the anchor, then select the anchor with the link tool. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To edit articles:

Allow View Knowledge AND View Draft Articles

Create and read on Knowledge
You have a rich text field in the article layout. Create an anchor, then insert a link to the anchor. Anchor links work on the Knowledge Record Home Page only. They don’t work on the preview panel. 1. Place your cursor where you want to create the anchor. 2. Click the anchor icon ![Anchor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_anchor_icon.png) and enter a name. 3. Click **Save**. 4. With your cursor where you want to place the link, or with text highlighted, click the link icon ![Link](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_link_icon.png). 5. From the Link Type dropdown, choose **Link to anchor in the text**. 6. From the dropdown, choose the anchor you created. 7. Click **Save**. 8. Save your changes. # Create and Manage Field Service Objectives Represent your KPIs and scheduling goals by adding service objectives to your scheduling policy. You can weight each objective in the scheduling policy to indicate its importance to your business needs, relative to other objectives. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a user doesn’t see a particular service objective record type, they need record type access. To assign record types to users in profiles or permission sets, see [how record type access is specified](https://help.salesforce.com/s/articleView?id=platform.permissions_record_type_access.htm&type=5&language=en_US). When a scheduling service creates a schedule, it scores each schedule that it evaluates by using the objectives listed in your scheduling policy. The weight of each objective determines how much each objective influences the final score. Each objective has a scale that defines the best and worst-case scenarios. For example, in the Minimize Travel objective, the best-case scenario is no travel. The worst-case scenario is 2 or more hours of travel. Travel time is graded across this scale to determine its value, such that 1 hour of travel is 50% of the scale. The derived grade is multiplied by the weighting defined in the scheduling policy to determine the score for that objective. The sum of these scores for each service objective produces a resulting score for that schedule, which is evaluated against other versions of the schedule. Optimization uses different mechanisms to calculate scores based on the optimization engine type. When you’re using Enhanced Scheduling and Optimization, the engine scores a schedule by using penalties. For example, the penalty for scheduling an appointment with 2 hours of added travel time is higher than the penalty for scheduling an appointment with 1 hour of added travel time. The goal is to find a schedule with the least penalty points. When you’re not using Enhanced Scheduling and Optimization, the engine scores the schedule in an opposite manner, by using rewards. For example, the reward of scheduling an appointment with 2 hours of added travel time is less than the reward of scheduling an appointment with 1 hour of added travel time. The goal is to find a schedule with the highest reward points. To learn the difference in how each type of engine scores the schedule, refer to the specific service objective page. Create and manage service objectives from the Service Objectives tab. Add service objectives to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or the Scheduling Policy Objectives related list on a policy. When you create a service objective, select a record type to define the category that the objective falls into. The following categories are available.
Objective Type Description
ASAP

Prefer scheduling an appointment as soon as possible.
Group Nearby Service Appointments Prefer reducing the number of service resources working at nearby appointments on a given day.
Minimize Gaps Reduces idle time between service appointments.
Minimize Overtime Reduce the duration of time service appointments are scheduled into extended hours.
Minimize Travel Reduce the total amount of travel time added to the schedule.
Preferred Resource Prefer scheduling appointments to resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items.
Resource Priority Assign a priority value to service resources to indicate which service resources to prioritize for scheduling over others.
Same Site

Emphasize the need for a minimal number of mobile workers to visit the same location by having the optimization services group service appointments located at the same site.

This objective applies only when you’re using Enhanced Scheduling and Optimization.
Skill Level Prefer scheduling appointments to service resources depending on how proficient they are for the skill level.
Skill Preference

Prefer scheduling appointments to service resources with a skill type that is a higher priority.

This objective applies only when you’re using Enhanced Scheduling and Optimization.
- **[ASAP Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap.htm&release=264.0.0&type=5)** Use the Field Service ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time. - **[Group Nearby Appointments Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_group_nearby.htm&release=264.0.0&type=5)** Use the Field Service Group Nearby Appointments service objective to reduce the number of mobile workers assigned to the same area on a given day. This objective ensures mobile workers maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per mobile worker, where multiple workers typically start from the same home base and cover the same geographical areas. - **[Minimize Gaps Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_min_gaps.htm&release=264.0.0&type=5)** Use the Field Service Minimize Gaps objective to reduce idle time between service appointments and improve resource productivity. - **[Minimize Overtime Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_min_overtime.htm&release=264.0.0&type=5)** Use the Field Service Minimize Overtime objective to reduce the duration of time that service appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources. - **[Minimize Travel Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_min_travel.htm&release=264.0.0&type=5)** Use the Field Service Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability. - **[Preferred Resource Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_pref_resource.htm&release=264.0.0&type=5)** Use the Field Service Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual. - **[Resource Priority Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_resource_priority.htm&release=264.0.0&type=5)** Use the Field Service Resource Priority objective to assign a priority value to rank service resources. This priority value indicates which service resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources. - **[Same Site Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_same_site.htm&release=264.0.0&type=5)** Use the Field Service Same Site objective to make sure a minimal number of mobile workers visit the same location by scheduling service appointments located at the same site together. For example, scheduling appointments for the same location with the same service resource can save time and effort and can eliminate the need for multiple trips. - **[Skill Level Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_skill_level.htm&release=264.0.0&type=5)** Use the Field Service Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill. - **[Skill Preference Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_skill_preference.htm&release=264.0.0&type=5)** Use the Field Service Skill Preference objective to prefer a service resource with a skill that is indicated as a higher priority than others on the work order or work order line item within the same skill type. #### See Also - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.") - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) # Create and Manage Field Service Scheduling Policies Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To further increase the effectiveness of scheduling policies, you can optimize towards various industry-specific KPIs by incorporating data from outside Field Service in your Salesforce org as well as data from external sources. For example, you can configure service objectives and work rules in your scheduling policy to reference asset data for preventative maintenance use cases, pipeline data for sales support, marketing data for campaign alignment, and customer engagement data for personalized service. In this way, you can transform your scheduling policies into strategic tools to drive revenue, improve customer retention, optimize costs, enhance customer satisfaction, and achieve broader business goals beyond basic efficiency. For an example use case on how to combine the ASAP objective with Relevance Groups to prioritize scheduling service appointments for high-value customers, see [ASAP Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap.htm&type=5&language=en_US). Scheduling policies are made up of two elements: - Work rules help you refine the list of candidates for a service appointment. You can use work rules to set specific criteria and filter out service resources that don’t meet your needs. - Service objectives reflect your business’s scheduling priorities. You can weight each objective to indicate its level of importance. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Service Resource Availability work rule, and the Earliest Start Permitted and Due Date Match Time work rules are mandatory for all scheduling policies. ## Standard Scheduling Policies Field Service includes four standard scheduling policies. You can customize these policies or create your own. | Scheduling Policy | Description | | --- | --- | | Customer First | Balances great customer service with travel minimization. Appointments are graded first by the customer’s selection of a preferred employee and then by the ability to schedule the appointment as soon as possible. Travel minimization is the second priority. | | High Intensity | Typically used in times of high service volumes, like a storm scenario, where your need for employee productivity is higher priority than customer preferences. | | Soft Boundaries | Identical to the Customer First policy, but allows the sharing of employees between territories to enhance service coverage. | | Emergency | Used with the Emergency Chatter action to dispatch emergency service appointments. | ## Manage Scheduling Policies Create and manage scheduling policies from Guided Setup or the Scheduling Policies tab. To open Guided Setup, from the App Launcher, find and open the **Field Service Admin** app. Click **Field Service Settings** | **Go to Guided Setup** | **Customize Scheduling Policies**. Check your page layout settings before you begin; sometimes fields need to be added to your layout. Outside of Guided Setup, you can view a policy’s work rules and weighted service objectives in its related lists. ![High Intensity scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_scheduling_policy.png) ## Apply a Scheduling Policy You can apply a scheduling policy to your scheduling process in several ways. | Action | Steps | | --- | --- | | Select a policy for scheduled optimization jobs | From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Optimization** | **Scheduled Jobs**. Update the Scheduling Policy field on any scheduled job to list your preferred policy. | | Select a default scheduling policy for scheduling from the Classic Dispatch Console | From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Click **Dispatcher Console UI** and update the Default scheduling policy field. | | Select a default scheduling policy for the Book Appointment and Candidates actions | From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Click **Global Actions** | **Appointment Booking** and update the Default scheduling policy field. | | Select a policy in the Classic Dispatch Console appointment list | The Policy field in the appointment list shows the default Classic Dispatch Console scheduling policy, but can be updated before a dispatcher optimizes the schedule. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To automatically schedule a service appointment, select a scheduling policy using the Scheduling Policy Used field. Then select the checkbox for Auto Schedule. If the Scheduling Policy Used field is blank, Field Service uses your org's default scheduling policy. ## Scheduling Policy Fields Scheduling policies have the following fields. Sometimes they need to be added to your page layouts.
Field Name Description
Commit Mode Define what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing global, in-day, or resource schedule optimization process. Select Always Commit or Rollback. See Handle Conflicts During Optimization.
Description Description of the policy.
Fix Overlaps

(Checkbox) If this option is selected, any existing appointment overlaps are addressed during in-day or global optimization. The way the overlap is addressed depends on:

  • The start time and priority of the overlapping appointments.
  • Whether either appointment has a pinned status. To choose which appointments are pinned (excluded from rescheduling) during optimization, from the Field Service Settings tab, click Optimization | Logic.

Fix Overlaps in global optimization and in-day optimization addresses only overlaps between service appointments and ignores overlaps with Resource Absences.

If Fix Overlaps isn’t selected, overlaps are left as is.

When you're using Enhanced Scheduling and Optimization, the fix Overlaps option isn't relevant, because overlaps are always resolved if the overlapping service appointments aren’t pinned.
In-Day Optimization (Checkbox) If this option is selected, the scheduling policy uses in-day optimization rather than global optimization. Policies that use global optimization run for several hours, while in-day policies run for up to 5 minutes for Enhanced Scheduling and Optimization and up to 10 minutes if you’re not using Enhanced Scheduling and Optimization. This approach makes it ideal for dispatchers to handle last-minute changes. Dispatchers select in-day optimization scheduling policies when optimizing their team’s schedule for one or more service territories on the day of service. You can also schedule to run in-day optimization automatically several times a day by using a scheduled job with an in-day optimization scheduling policy.
Scheduling Policy Name Name of the policy. If you select In-Day Optimization, we recommend adding “In-Day” to the name of this policy for easy identification when creating jobs and when optimizing from the Classic Dispatch Console.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Several [fix overlap features](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) are available in Field Service. - **[Guidelines for Setting Up a Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5)** To automate a schedule, you must first configure a scheduling policy that reflects your business's scheduling requirements and preferences. Learn how to create a scheduling policy. - **[Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&release=264.0.0&type=5)** In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs. # Create and Manage Field Service Work Rules Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Watch the video to see how to optimize scheduling performance using work rules. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Service Resource Availability work rule, and the Earliest Start Permitted and Due Date Match Time work rules are mandatory for all scheduling policies. If a user doesn’t see a particular work rule type, they need profile-based access to it. Navigate to the user’s profile in Setup. Under Custom Record Type Settings, click **Edit** next to Work Rules and move the record type to Selected Record Types. ## Considerations Work rules are either database or Apex rules. Each has their own impact on performance and efficiency. Database rules are applied at the SOQL query clause level. These rules immediately disqualify resources and query only the resources that you need, so performance isn’t impacted. Apex rules are applied after the initial set of service resources are returned from the database SOQL query. Like an Apex “for loop”, Apex rules iterate over all resources returned and must validate that the resources meet specified rule criteria. The additional Apex processing impacts performance. Even though Apex rules have a greater impact on performance than database rules do, Apex rules can still be used. Without Apex or database rules to limit the resources found eligible to perform the work, too much work can create a bigger issue for overall performance and even trigger a CPU timeout. All database rules are aggregated into one SOQL query and applied in no particular order. Also, because they’re used for grading resources, applying service objectives happens after applying all work rules, increasing the amount of Apex processing. Even though service objectives in your scheduling policy can affect performance, specifying service objectives can be necessary and required from a business value standpoint. You can choose to apply service objectives to get the best candidate according to the work rules and company scheduling policy. Or you can choose to get a valid candidate quickly, without affecting performance, by applying just the work rules. Database rules are specific work rules used to filter service resources during Appointment Booking, Get Candidates, Schedule, and Emergency Scheduling actions. They're more efficient than other work rules, which filter resources against CPU time. You must include at least 1 database rule in your scheduling policy to minimize the number of candidates during the Appointment Booking and Get Candidates actions. To avoid performance issues, we recommend you use database rules to filter the number of candidates to 20. These rules are considered database rules: - Maximum Travel From Home - Working Territories - Match Territory - Enhanced Match When you’re using Enhanced Scheduling and Optimization, these work rules are also considered database rules: - Match Boolean - Match Fields - Required Resource - Excluded Resource ## Field Service Work Rule Types - **[Work Rule Type: Count Rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_count.htm&release=264.0.0&type=5)** Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom value. It’s a great way to prevent overloading your workers or their vehicles. - **[Work Rule Type: Excluded Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_excluded_resources.htm&release=264.0.0&type=5)** The Excluded Resources work rule type prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. If you're using Enhanced Scheduling and Optimization, the Excluded Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. - **[Work Rule Type: Extended Match](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&release=264.0.0&type=5)** Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. - **[Work Rule Type: Match Boolean](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_boolean.htm&release=264.0.0&type=5)** The Match Boolean work rule type enforces scheduling preferences based on a checkbox (Boolean) field on service resources. If you're using Enhanced Scheduling and Optimization, the Match Boolean work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. - **[Work Rule Type: Match Fields](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_fields.htm&release=264.0.0&type=5)** The Match Fields work rule type matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. If you're using Enhanced Scheduling and Optimization, the Match Fields work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. - **[Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&release=264.0.0&type=5)** Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. - **[Work Rule Type: Match Territory](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_territory.htm&release=264.0.0&type=5)** Match Territory is a database work rule type that ensures service appointments are assigned only to Field Service resources who are primary or relocation members of the appointment's service territory. - **[Work Rule Type: Match Time Rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_time.htm&release=264.0.0&type=5)** Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. - **[Work Rule Type: Maximum Travel from Home](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_max_travel_home.htm&release=264.0.0&type=5)** Maximum Travel from Home is a Field Service database work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. - **[Work Rule Type: Required Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&release=264.0.0&type=5)** The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. - **[Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&release=264.0.0&type=5)** Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. - **[Work Rule Type: Service Crew Resources Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_crew_resources_availability.htm&release=264.0.0&type=5)** Service Crew Resources Availability is an Apex work rule type that ensures that a service resource of type Crew is assigned to an appointment only if the crew complies with the appointment’s parent record’s minimum crew size. - **[Work Rule Type: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&release=264.0.0&type=5)** Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. - **[Work Rule Type: TimeSlot Designated Work](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_designated_work.htm&release=264.0.0&type=5)** The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift is reserved for a specific type of work, only appointments of that type are scheduled during that time period. - **[Work Rule Type: Work Capacity](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_capacity_limit.htm&release=264.0.0&type=5)** The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a given service territory according to specified criteria. This work rule is available only when you’re using Enhanced Scheduling and Optimization. - **[Work Rule Type: Working Territories](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_working_territories.htm&release=264.0.0&type=5)** Working Territories is a Field Service database work rule type that enforces primary and secondary service territory memberships. - **[Manage Rule Validation Checks](https://help.salesforce.com/s/articleView?id=service.pfs_manage_rule_validations.htm&release=264.0.0&type=5)** Set how often rules are checked for violations, and what triggers automatic rule validation checks. - **[Get Rule Violation Analytics for Field Service (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_rule_violation_analytics_parent.htm&release=264.0.0&type=5)** Understand the root causes of rule violations in manual scheduling, such as geographical imbalances or skill gaps, and make data-driven decisions by analyzing trends and patterns. #### See Also - [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&release=264.0.0&type=5 "Represent your KPIs and scheduling goals by adding service objectives to your scheduling policy. You can weight each objective in the scheduling policy to indicate its importance to your business needs, relative to other objectives.") - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.") - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) # Create and Manage Map Polygons Draw your own Field Service territories directly on the map, then link them to your service territories. Polygons make it easy to mass-update all appointments within a specific geographic area. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Create and Update Polygons After [map polygons are enabled](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&release=264.0.0&type=5 "Set up and configure map polygons so you can draw your own territories directly on the map."), you can draw polygons straight on the Classic Dispatch Console map or import them in KML (Keyhole Markup Language) format. 1. To open the Classic Dispatch Console, from the App Launcher, find and open the **Field Service** app, and then click **Field Service**. 2. Click the **Map** tab, and then click **Map Layers**. 3. Select **Polygons**. 4. Click **New**. 5. Name your polygon and select a color. 6. Select a service territory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The service territory field is used during appointment scheduling. When a new service appointment is created, the Service Territory field auto-populates based on the appointment’s address. When a service appointment address changes and its Service Territory field is empty, the address is matched to a polygon and that polygon’s territory. 7. Draw your polygon on the map. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Polygons that self-intersect aren’t supported. 8. Click **Save**. To import a polygon in KML—for example, a public KML file for a county or city—click the Map Polygons custom object tab in Salesforce, and then click **New**. Add a name, color, description, and service territory. In the KML Details field, add your KML text. Update polygons from the Map Polygons tab or the Polygons map layer. Edit your polygons by dragging them to a new location on the map. You can also reshape them, rename them, or assign a different color or territory to them. ## Take Mass Actions on Polygons From the Classic Dispatch Console map view, you can mass-edit all service appointments within a polygon. Right-click a polygon and select one of the following actions. - **Schedule / Unschedule / Dispatch:** Schedule, unschedule, or dispatch all service appointments within the polygon in the current view. - **In Jeopardy:** Set the In Jeopardy field to True for every service appointment within the polygon. - **Delete Polygon:** Delete the polygon. - **Cut Intersections:** Select a polygon and cut its intersections with other polygons. Select multiple polygons, then click **Go** to trim the polygons so they no longer intersect. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To add to the actions list on polygons, create custom actions. For details, see [Create Custom Actions for the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&release=264.0.0&type=5 "Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons."). ## Limits and Considerations - A polygon can contain up to 3,200 coordinates. - If you load more than 200 polygons to the Classic Dispatch Console, you may experience performance issues. To avoid these issues, set the sharing of the Map Polygon object to Private and use sharing to expose only the relevant polygons to dispatchers. - If a service appointment’s geolocation matches more than one polygon, the appointment is assigned to either the highest or lowest-level territory in the hierarchy depending on your settings. - When creating polygons, don’t create overlaps unless there are parent-child relationships between the corresponding service territories (for instance, San Francisco and California). Service appointments are never assigned to middle-tier territories. - If two or more polygons overlap and there’s no hierarchy in place, service appointments are assigned to the first polygon that was created. - When updating polygons, you can move a polygon to a different location on the map or adjust its vertices to change the polygon’s shape. You can’t delete individual vertices. Instead, you must delete the entire polygon and create another one. # Create and Manage Regulatory Records for IT Compliance Add a regulatory authority, the regulations it issues, and the clauses within each regulation to capture external requirements as structured records you can map to internal policies and controls. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage regulatory records: Compliance Admin permission set
IT Compliance uses a versioned record system to keep an audit trail of regulatory content. When you create a regulation or a regulation clause, a version record is automatically created in Draft status. Always create a new version when a regulatory authority publishes a meaningful update, so you retain the history of what was in effect at any point in time. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about Regulatory records for Process Compliance Navigator, the same concepts apply for these records for IT Compliance in Agentforce IT Service. 1. From the App Launcher, find and select **IT Compliance**. 2. To capture the body that issues regulations, such as a government agency or industry standards organization, open **Regulatory Authorities** from the navigation menu, click **New**, and enter the authority details. For more details about creating a regulatory authority, see [Create a Regulatory Authority Record](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_create_regulatory_authority.htm&type=5&language=en_US). 3. To capture a specific regulation issued by an authority, such as SOC 2 or NIST CSF, open **Regulations** from the navigation menu, click **New**, and enter the regulation details. For more details about creating a regulation and a regulation version, see [Create a Regulation and a Regulation Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_create_regulation_version.htm&type=5&language=en_US). 4. To define a specific provision within a regulation, click **Related** on the regulation record. 5. Click **New** on Regulation Clauses and enter the clause details. For more details about creating a regulation clause and a regulation clause version, see [Create a Regulation Clause and a Regulation Clause Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_create_regulation_clause_version.htm&type=5&language=en_US). 6. Save your changes. Map each regulation clause version to the internal policy clauses and compliance controls that enforce it. See [Manage Regulation Clauses and Regulation Clause Versions for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_manage_reg_clauses.htm&release=264.0.0&type=5 "Map regulation clauses to internal policies and controls, publish and activate clause versions, and manage amendments as regulatory authorities update their requirements."). # Create and Manage Scheduling Policies in Workforce Scheduling Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create, edit, or clone scheduling policies: Workforce Scheduling Admin
A scheduling policy answers two questions each time Workforce Scheduling looks for a resource: - Which resources and time slots are eligible? Work rules help you refine the list of candidates for a service appointment. You use work rules to set specific criteria and filter out service resources that don’t meet your needs. Work rules disqualify resources that don’t meet the appointment’s requirements, for example resources without the required skill or outside the appointment’s territory. - Which eligible resource and time slot is the best fit? Service objectives grade the remaining candidates against your business priorities, such as minimizing travel or scheduling as soon as possible. You control which objectives matter most by assigning weights. Learn how to create, select, and fine-tune the scheduling policies for your organization. - **[Default Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage_default.htm&release=264.0.0&type=5)** Workforce Scheduling includes scheduling policies available by default that cover common scenarios. For field only scheduling, this includes reducing cost by minimizing travel and overtime, scheduling appointments as soon as possible, scheduling to preferred resources, and balancing scheduling so that results are sufficient across all competing preferences. For on-site only scheduling, this includes workload balancing. If you have both field and on-site scheduling enabled, all these default policies are available. - **[Guidelines for Creating a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_guidelines.htm&release=264.0.0&type=5)** A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning. - **[Create or Edit a Scheduling Policy in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage_create.htm&release=264.0.0&type=5)** You can customize the default policies or create your own. - **[Select the Default Scheduling Policy in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage_select_default.htm&release=264.0.0&type=5)** Set the org-wide default scheduling policy that Workforce Scheduling uses when scheduling appointments. When field, or both field and on-site scheduling is enabled, Cost Optimized is the default policy. - **[Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5)** In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs. #### See Also - [Guidelines for Creating a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_guidelines.htm&release=264.0.0&type=5 "A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning.") - [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.") - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") # Create and Manage Service Objectives in Workforce Scheduling Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create, edit, or clone service objectives: Workforce Scheduling Admin
Work rules decide who’s eligible for an appointment. Service objectives decide which eligible candidate is the best fit. When Workforce Scheduling finds more than one eligible candidate, it grades each option against the objectives on the active scheduling policy and picks the highest-graded option. When you add a service objective to a scheduling policy, you set the scheduling method for that objective. The scheduling method determines whether the objective applies to field scheduling, on-site scheduling, or both. When the scheduling engine evaluates candidate schedules, it grades each candidate against every service objective on the active policy. The weight of each objective determines how much each objective influences the final score. Each objective has a scale that defines its best-case and worst-case values, and the engine grades each candidate across that scale. The engine then multiplies each grade by the objective’s weight in the policy to produce a per-objective score, and sums the per-objective scores to produce the candidate’s total score. Weights are relative to the other objectives in the same policy — a higher weight tells the scheduling engine to prioritize that objective more. What matters is the ratio, not the number. The candidate with the highest total score wins. Example: Suppose the Minimize Travel objective on a policy has a weight of 10. The objective’s scale runs from no travel time (best case, 100%) to 2 or more hours of added travel time (worst case, 0%). If a candidate schedule adds 1 hour of travel, the engine grades it at 50% on the Minimize Travel scale, then multiplies that grade by the weight of 10 to produce the candidate’s per-objective score for Minimize Travel. The engine repeats this for every objective on the policy, sums the per-objective scores, and compares totals across candidates. You can also think of scoring as a penalty count: every grade below its best case adds penalty points weighted by the objective’s importance in the policy. For example, the penalty for scheduling an appointment with 2 hours of added travel time is higher than that for 1 hour of added travel time. The candidate with the fewest total penalty points wins. Maximizing total score and minimizing total penalty points are two views of the same calculation. A scheduling policy can use one, several, or no service objectives. A policy with no objectives runs faster because the engine returns the first eligible candidate without grading options — the scheduling flow returns slots in time order rather than by grade. To add a service objective to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). Follow these guidelines when you decide which objectives to add to a scheduling policy and how to weight them. - Rank before weighting: Rank your objectives from most to least important before setting weights so the ratios accurately reflect your business priorities. - Build incrementally: Start with a single objective. Add a second and adjust weights to tune the outcome before adding a third. - Limit total objectives: Aim for two to four objectives per policy. More than four makes schedule results harder to analyze and rarely improves scheduling quality. Workforce Scheduling includes standard service objectives that you can add to any scheduling policy. | Objective Type | Description | Applicable Scheduling Method | | --- | --- | --- | | [ASAP](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_asap.htm&release=264.0.0&type=5 "Use the Workforce Scheduling ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time. This objective is relevant for field scheduling only.") | Prefer scheduling an appointment as soon as possible. | Field | | [Group Nearby Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_group_nearby.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Group Nearby Appointments service objective to reduce the number of resources assigned to the same area on a given day. This objective ensures resources maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per resource, where multiple resources typically start from the same home base and cover the same geographical areas. This objective is relevant for field scheduling only.") | Prefer reducing the number of service resources working at nearby appointments on a given day. | Field | | [Load Balancing](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_load_balancing.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Load Balance objective to distribute appointments evenly across service resources and prevent overloading some resources while others remain underutilized. This objective is relevant for on-site scheduling only.") | Prefer distributing work evenly among available resources. | On-site | | [Minimize Gaps](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_minimize_gaps.htm&release=264.0.0&type=5 "The Workforce Scheduling Minimize Gaps service objective packs appointments into contiguous blocks by grading candidates higher when scheduling closes a gap on their day. Use Minimize Gaps to raise utilization and reduce idle time between appointments and improve resource productivity. This objective is relevant for field scheduling only.") | Reduces idle time between service appointments. | Field | | [Minimize Overtime](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_minimize_overtime.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Minimize Overtime objective to reduce the duration of time that appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources. This objective is relevant for field scheduling only.") | Reduce the duration of time service appointments are scheduled into extended hours. | Field | | [Minimize Travel](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_minimize_travel.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability. This service objective grades candidates higher when they can reach the appointment with less driving. This objective is relevant for field scheduling only.") | Reduce the total amount of travel time added to the schedule. | Field | | [Preferred Resource](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_preferred_resource.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual. This objective is relevant for field scheduling only.") | Prefer scheduling appointments to resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. | Field | | [Resource Priority](https://help.salesforce.com/s/articleView?id=service.wfs_service_resource_priority.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Resource Priority objective to assign a priority value to rank resources during scheduling. This priority value indicates which resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources. This objective is relevant for field scheduling only.") | Assign a priority value to service resources to indicate which service resources to prioritize for scheduling over others. | Field | | [Same Site](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_same_site.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Same Site service objective to reduce travel and improve customer experience when a single location has multiple appointments in the schedule window. This objective prefers a minimal number of mobile workers visit the same location by scheduling service appointments with the same location consecutively in the same shift to the same resource, saving time and effort, and eliminating the need for multiple trips. This objective is relevant for field scheduling only.") | Emphasize the need for a minimal number of mobile workers to visit the same location by having the optimization services group service appointments located at the same site. | Field | | [Skill Level](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_skill_level.htm&release=264.0.0&type=5 "Use the Workforce Scheduling Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill. This objective is relevant for field scheduling only.") | Prefer scheduling appointments to service resources depending on how proficient they are for the skill level. | Field | | [Skill Preference](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_skill_preference.htm&release=264.0.0&type=5 "The Workforce Scheduling Skill Preference service objective prefers a resource whose skill is marked as higher-priority on the work order or work order line item within the same skill type. Use Skill Preference when the appointment lists more than one acceptable skill and one is preferred. For example, a language preference: the customer accepts English or Spanish but prefers Spanish. This objective is relevant for field scheduling only.") | Prefer scheduling appointments to service resources with a skill type that is a higher priority. | Field | Create a service objective when the standard objectives don’t cover a priority you need to enforce. Decide which standard objective type matches your business priority. Every custom objective inherits from one of these types, so choose the type first, then customize its settings. 1. From Setup, in the Quick Find box, enter Workforce Scheduling and select **Workforce Scheduling**. 2. Under **Scheduling and Optimization**, select **Appointment Scheduling Logic**, and then select **Service Objectives**. 3. To create a service objective, click **New**. To edit an existing objective, click on it to open it, or select **Edit** next to the objective. To clone an existing objective, select **Clone** next to the objective. 4. Enter a name that describes what the objective does in your context, not just the type. For example, name a customized Minimize Travel objective Minimize Travel for Urban Territories rather than Minimize Travel Copy. 5. Enter a description that captures why this objective exists and when to use it. 6. Select the service objective record type based on your business priority. 7. Configure type-specific settings. Available fields vary depending on the record type selected, for example, Skill Level includes a Prioritize Skilled Resource setting, while Resource Priority uses a Resource Priority field. 8. Save the objective. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") - [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.") # Create and Manage Work Rules in Workforce Scheduling Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create, edit, or clone work rules: Workforce Scheduling Admin
When you create a scheduling policy, you choose which work rules to include and set the scheduling method for each work rule. The scheduling method determines whether the rule applies to field scheduling, on-site scheduling, or both. A scheduling policy can use work rules alone to return a valid candidate quickly, or combine work rules with service objectives to grade eligible candidates and pick the best one. The Earliest Start Permitted and Due Date Match Time work rules are mandatory for every scheduling policy. If a user doesn’t see a particular work rule type, grant them profile-based access. In Setup, open the user’s profile. Under Custom Record Type Settings, click **Edit** next to Work Rules and move the record type to Selected Record Types. When you configure a scheduling policy, add the mandatory rules first, then add rules that reflect your business criteria. Workforce Scheduling includes default work rules that you can add to any scheduling policy, or you can create new work rules from the available work rule types. To add work rules to or remove them from a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). | Work Rule Type | Description | Applicable Scheduling Method | Work Rule Available by Default in the Default Scheduling Policies | | --- | --- | --- | --- | | [Appointment Start Time Interval](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_start_time_interval.htm&release=264.0.0&type=5 "Appointment Start Time Interval is a Workforce Scheduling work rule type that requires the appointment start time to align with a configured interval — for example, appointments can only start on the hour, or every half-hour. Appointment Start Time Interval work rules are applicable to on-site scheduling.") | Restricts appointment start times to specific recurring time intervals (for example, forcing appointments to start on the hour or half-hour). | On-site | — | | [Excluded Resources](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_excluded_resources.htm&release=264.0.0&type=5 "Excluded Resources is a Workforce Scheduling work rule type that prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. Excluded Resources work rules are applicable to field and on-site scheduling.") | Prevents service appointments from being scheduled to resources marked as “Excluded” on related Resource Preference records. | Field and On-site | Excluded Service Resource | | [Extended Match](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_extended_match.htm&release=264.0.0&type=5 "Use the Extended Match Workforce Scheduling work rule to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. Extended Match work rules are applicable to field scheduling.") | Uses custom criteria logic to evaluate complex matching rules between appointments and candidate service resources. | Field | — | | [Match Boolean](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_boolean.htm&release=264.0.0&type=5 "Match Boolean is a Workforce Scheduling work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on service resources. Match Boolean work rules are applicable to field and on-site scheduling.") | Ensures a checkbox (Boolean) field on a service appointment matches a corresponding checkbox field on the service resource (for example, matching required resource preferences or special clearances). | Field and On-site | Active Resources | | [Match Fields](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_fields.htm&release=264.0.0&type=5 "Match Fields is a Workforce Scheduling work rule type that matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. Match Fields work rules are supported for global, in-day, and resource optimization. Match Fields work rules are applicable to field scheduling.") | Matches custom or standard fields on the service appointment with corresponding fields on the service resource record. | Field | — | | [Match Skills](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling.") | Ensures candidate resources have all required skills and minimum skill levels defined on the work order or service appointment. | Field and On-site | Match Skills | | [Match Time](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_time.htm&release=264.0.0&type=5 "Match Time is a Workforce Scheduling work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. Match Time work rules are applicable to field scheduling.") | Restricts appointment scheduling time frames based on date and time properties (such as Earliest Start Permitted, Due Date, or Arrival Windows). | Field | Earliest Start Permitted, Due Date, Scheduled Start, Scheduled End | | [Maximum Contracted Work](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_max_contracted_work.htm&release=264.0.0&type=5 "Maximum Contracted Work rule is a Workforce Scheduling work rule type that enforces contracted work limits for service resources within a defined pay period. The rule automatically tracks each resource’s total work — including service appointments, travel time, resource absences, and breaks — against their contracted maximum. This ensures compliance with labor contracts, prevents resource burnout, and eliminates the need for dispatchers to manually track each resource’s accumulated hours across the pay period. Maximum Contracted work rules are applicable to field scheduling.") | Enforces contracted work limits for service resources within a defined pay period. | Field | — | | [Maximum Travel from Home](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_max_travel_from_home.htm&release=264.0.0&type=5 "Maximum Travel From Home is a Workforce Scheduling work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. Maximum Travel from Home work rules are applicable to field scheduling.") | Caps the maximum distance or duration a service resource can travel from their primary home base to an appointment. | Field | — | | [Required Resources](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_required_resource.htm&release=264.0.0&type=5 "Required Resources is a Workforce Scheduling work rule type that ensures that a service appointment’s required resource preferences are respected. If a service appointment, work order, or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. Required Resources work rules are applicable to field and on-site scheduling.") | Ensures that service appointments are assigned only to service resources marked as “Required” on related Resource Preference records. | Field and On-site | Required Service Resource | | [Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_sa_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is a Workforce Scheduling work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. Service Appointment Visiting Hours work rules are applicable to field and on-site scheduling.") | Enforces the operating hours or visiting time windows of the customer, account, or location where the appointment is being performed. | Field and On-site | Service Appointment Visiting Hours | | [Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_service_resource_avail.htm&release=264.0.0&type=5 "Service Resource Availability is a Workforce Scheduling work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Service Resource Availability work rules are applicable to field and on-site scheduling. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. Service Resource Availability work rules are applicable to field and on-site scheduling.") | Ensures service resources are available by checking operating hours, existing appointments, shifts, absences, travel time, and required breaks. | Field and On-site | Resource Availability | | [Working Territories](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_working_territories.htm&release=264.0.0&type=5 "Working Territories is a Workforce Scheduling work rule type that checks if a service resource has a primary and secondary territory membership that matches the service appointment’s territory. This work rule ensures that workers are only scheduled for jobs within their assigned operational areas. Working Territories work rules are applicable to field and on-site scheduling.") | Evaluates secondary service territory memberships so mobile workers can be scheduled in secondary locations. | Field and On-site | Match Working Territories | Create a work rule when you want a scheduling filter that isn’t already on a scheduling policy. Decide which rule type matches the criterion you want to enforce. Every custom work rule inherits from one of the standard types, so choose the type first, then customize its fields. 1. From Setup, in the Quick Find box, enter Workforce Scheduling and select **Workforce Scheduling**. 2. Under **Scheduling and Optimization**, select **Appointment Scheduling Logic**, and then select **Work Rules**. 3. To create a work rule, click **New**. To edit an existing work rule, click on it to open it, or select **Edit** next to the rule. To clone an existing rule, select **Clone** next to the rule. 4. Enter a name that describes what the rule filters, for example, Match Skills for Certified Technicians rather than Match Skills Copy. 5. Enter a description explaining the business reason for the rule and when to apply it. 6. Select the work rule record type. 7. Configure type-specific fields. For example, Match Fields compares a service appointment field to a service resource field, and Match Skills matches skill type logic and skill level. 8. Save the work rule. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.") # Create and Modify Category Groups Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view the Data Categories page: View Data Categories in Setup
To create, edit, or delete data categories: Manage Data Categories
1. From Setup, enter Data Category in the Quick Find box, then select **Data Category Setup**. 2. To create a category group, click **New** in the Category Groups section. By default, you can create a maximum of five category groups and three active category groups. To edit an existing category group, hover your cursor over the category group name and then click the **Edit Category Group** icon (![Edit Category Group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categorygroup_edit.png)). 3. Specify the Group Name up to a maximum of 80 characters. This name appears as the title of the category dropdown menu on the Article Management and Articles tabs, and, if applicable, in the public knowledge base. The Group Name does not appear on the Answers tab. 4. Optionally, modify the Group Unique Name (the unique name used to identify the category group in SOAP API). 5. Optionally, enter a description of the category group. 6. Click **Save**. You receive an email after the save process completes. Activating Category Groups When you add a category group, it's deactivated by default and only displays on the administrative setup pages for Data Categories, Roles, Permission Sets, and Profiles. Keep your category groups deactivated to set up your category hierarchy and assign visibility. Until you manually activate a category group, it does not display in Salesforce Knowledge or your answers community. In addition to activating the category group, for answers communities you must assign the category group to a zone before the categories are visible on the Answers tab. To activate a category group so it is available to users, move the mouse pointer over the name of the category group and click the Activate Category Group icon (![Edit Category Group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categorygroup_activate.png)). You can now [add categories](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5 "Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.") to your category group. When you create a category group, Salesforce automatically creates a top-level category in the group named All. Optionally, double-click All to rename it. # Create and Publish a Knowledge Block Create a reusable content block, save it as a draft, and publish it so it's available to insert into articles. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To create and publish knowledge blocks: Knowledge User license
1. From the App Launcher, open **Knowledge Blocks**, and then click **New**. 2. Enter a **Name** and an optional **Description**, and select a **Default Language**. When you create a new Knowledge Block, fields appear in a single column in a fixed order. The New Knowledge Block page doesn’t follow the field order or columns on the page layout. The edit page follows the page layout. 3. To update articles that use this block automatically, select **Auto update articles**. 4. To republish updated articles automatically, select **Auto publish articles**. ![The New Knowledge Block modal showing the Auto update articles and Auto publish articles selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_block_create_new.png) 5. Save your changes. 6. Add an optional **Version Reason**, and enter your content in the **Body** section. 7. Save your changes. The version is saved as a Draft. 8. Review the draft. When the content is ready, publish the version. The Publish Status changes to Published, and the version becomes available to insert into articles. Authors can now insert this block into Knowledge articles. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Keep each block focused on a single, self-contained piece of content (one address, one disclaimer, one procedure). Smaller, focused blocks are easier to reuse. #### See Also - [Insert a Knowledge Block into an Article](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_insert.htm&release=264.0.0&type=5 "Embed a published knowledge block version into an article using the rich text editor's Insert menu.") - [Track Knowledge Block Usage and Update Block Content](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_manage.htm&release=264.0.0&type=5 "Track a block's versions, see which articles use it, publish updates, and keep articles that reference the block up to date.") # Create and Publish an Employee Services Portal Site Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and customize an Experience Builder site: Create and Setup Experiences
1. [Create an Experience Cloud site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&type=5&language=en_US) for your Employee Services portal and choose a template when the site creation wizard prompts you. For IT Service, use one of the two Experience Cloud templates: - **Agentforce Employee Center** - **Agentic Center** We recommend using the **Agentforce Employee Center** template for new portal sites. 2. [Use Experience Builder to build and customize the site](https://help.salesforce.com/s/articleView?id=experience.community_designer_overview.htm&type=5&language=en_US). 3. Publish your site. # Create and Send Authentication Requests in Messaging Sessions Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google.  ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
You can authenticate users with one of Salesforce’s standard authentication providers, such as Google, Salesforce, and Facebook. Or, you can create a custom authentication provider, which involves a few extra steps. ## Step 1: Prepare for Authentication To get started adding an authentication option to your enhanced Apple Messages for Business channel, configure the app you’ll use for authentication, create an Apex class, add your authentication provider in Setup, and update your settings in Apple Business Register. 1. In the settings of your external identity provider, create an authentication app. 2. In your authentication app settings, copy these values and save them for later: App Client ID, App Client Secret, OAuth URL, Token URL. 3. In Salesforce, configure a standard or custom authentication provider. For steps, see [Configure a Predefined Authentication Provider](https://help.salesforce.com/s/articleView?id=xcloud.sso_predefined_authentication_provider_parent.htm&type=5&language=en_US) or [Create a Custom Authentication Provider](https://help.salesforce.com/s/articleView?id=xcloud.sso_provider_plugin_custom.htm&type=5&language=en_US). If you use a custom authentication provider, you must also create a custom metadata type. 4. On the Apex Classes page in Setup, create an Apex class to be used during authentication. The class must implement the `RichMessaging.AuthRequestHandler` interface. For details and an example, see [AuthRequestHandler Interface](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_interface_RichMessaging_AuthRequestHandler.htm). 5. If you’re using a custom authentication provider and your Apex class makes any HTTP callouts to fetch information, add each HTTP base URL as a corresponding remote site on the Remote Site Settings page in Setup. 6. If you didn’t already, add and configure your authentication provider in Setup.  1. On the Auth Providers page in Setup, click **Edit** next to an existing authentication provider or click **New** to add one. 2. Select **Link to messaging components**. 3. In the Registration Handler field, select the Apex class that you created. 4. In the Token Endpoint URL field, add the Token URL that you copied from your authentication app. 5. Complete the remaining fields and save your changes. 7. Configure your Apple Messages for Business channel to allow authentication. 1. Go to [register.apple.com](https://register.apple.com/) and sign in with the Apple ID of the administrator or technical contact for the Messages for Business account. 2. Open the channel that you want to configure. 3. In the Integrated Oauth2 Authentication section, click **Edit**. 4. Update the Oauth URL, Token URL, and Client Identifier with your app’s Authorize Endpoint URL, Token Endpoint URL, and Client Identifier. 5. Save and submit the updates for review by Apple. This process may take a few days. ## Step 2: Create an Authentication Messaging Component After completing the preparation steps, create an authentication messaging component that service reps can use to verify customers’ identity in messaging sessions. 1. Go to the Messaging Components page in Setup. 2. Click **New Component**. 3. Click **Authentication**, and then click **Next**. 4. Select your authentication provider, enter a prompt, and upload an image that appears with the authentication request. Then, click **Next**. ![Auth provider window in new component flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_auth_1.png) 5. Leave the plain text version of your component as is, and click **Next**. 6. Add a name and description for your component. These values aren’t visible to customers, but service reps see the name in the list of messaging components in the Service Console. Assign a name that indicates the component’s purpose so service reps know when to use it. 7. Click **Done**. The Messaging Component Builder opens. ![Messaging Component Builder showing a new authentication component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_auth_2.png) 8. In the Component Formats section, control how the component looks in messaging sessions. Click **Add Format**, select **Authentication**, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Authentication, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 9. In the left-hand sidebar, click the Authentication format type to update its properties. 1. Leave the Authentication Configuration section, which shows your authentication provider’s scope and secret as read-only values, as is. 2. In the Message Configuration section, provide a prompt that asks the customer to enter their login credentials. Customers click the prompt to view the login screen. To use the prompt that you entered when you created the component, select **Constant** and select the only available constant. 3. In the Confirmation Configuration section, select **Literal** and enter a message to show to customers after they enter their login credentials. 4. In the Image Configuration section, provide an image to show with the component. To use the image that you uploaded when you created the component, select **Constant** and select the only available constant. 10. Optionally, in the left-hand sidebar, click the Text format type to update the plain text version of your component. 11. In the Details section of your component, find the Callback URL field and copy the URL. 12. Click **Save**. 13. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. 14. Add two redirect URLs to allow the identity provider to communicate with Salesforce. 1. In the settings of your external identity provider, go to the authentication app you created. 2. Add two URLs to the list of redirect URLs: https://auth.businesschat.apple.com and the callback URL that you copied from your authentication component details. ## Step 3: Send an Authentication Request in a Messaging Session You can send authentication messaging components to customers in enhanced Apple Messages for Business channels.  1. During an active messaging session, click the messaging component action in the messaging window. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show only authentication components. 3. Select the component that you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. 5. The customer clicks the component link and enters their login credentials. 6. If the credentials are correct, you—the service rep—see an Authentication successful message. If the credentials are incorrect, you see an Authentication denied message. You can give them a second chance by sending the authentication component again. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example When a service rep sends an authentication component in an enhanced Apple Messages for Business channel, the customer sees: ![Chat bubble labeled Please log in here](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_auth_3.png) The service rep sees: ![Messaging window showing Please log in here and Authentication successful](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_auth_4.png) To view all authentication attempts made in a messaging session, go to the Messaging Session Authentication Results related list on the messaging session record. Each record in this list shows the verification level, status of the authentication request (active or expired), and the time that the request expired or will expire. By default, authentication requests that use Salesforce-supported authentication providers expire after one hour, but you can change this limit using Apex. External authentication providers have their own expiration limits. # Create and Send Auto-Response Components in Messaging Sessions Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard SMS channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To set up and edit Messaging channels: Configure Messaging
To view channels: View Setup and Configuration
With auto-response messaging components, you can automate common actions. For example: - At the start of each messaging session, send a welcome message with a link to your Terms and Conditions web page. - At the end of each messaging session, send a link to a page showing your current promotions. - At the end of each messaging session, [send a link to a customer satisfaction survey](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5 "At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey."). - When a customer remains inactive for a certain number of minutes, send them a reminder to engage or a warning that their session may time out due to inactivity. Follow that up with a second message, in your preferred time frame, letting them know that the service rep is moving on to another customer. Automatic inactivation doesn’t work if Status-Based Capacity is enabled. To use auto-response components, create the component in Setup. Then, add the component to your channel and specify when it’s sent. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Select **Auto-Response**, and then click **Next**. 4. Enter the auto-response. For example: Thanks for letting us help you today! If you plan to include a link, enter the introductory text only. You can add the link in a minute. For example: Sign up for our newsletter. 5. Enter a name and description for your component, and click **Done**. The Messaging Component Builder opens. 6. On the Component Details page, further customize your auto-response. 1. If your auto-response is text-only, you’re all set. Skip to step 8. 2. To add a link to your auto-response, click **Add Format** and select **Web Page**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Web Page, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 3. Click **Web Page** in the left-hand menu and customize its properties in the Component Properties pane. 4. Under Message Configuration, select **Constant** for Type and **$Constants.Title** for Constant. This adds the auto-response text that you provided earlier. 5. Under URL Configuration, select **Literal** and enter the link URL. ![Web Page format configuration in the Messaging Component Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_config.png) 6. Under Display Configuration, select **Chat Message** or **Popup**. In Enhanced Chat for In-App and Bring Your Own Channel, all auto-responses appear as chat messages regardless of this setting. 7. (Optional) Under Web Page Parameters, reference parameters specific to the messaging session, web page, or app. 8. Click **Save**. 7. Configure the plain text version of your auto-response to include the URL. 1. Click **Text** in the left-hand menu. 2. Edit the Formula Template field to include the URL. ![Text format configuration window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_text.png) 3. Click **Save**. 8. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. 9. Add the component to your messaging channel. 1. From Setup, enter Messaging Settings in the Quick Find box, and then select **Messaging Settings**. 2. Your next step depends on the type of auto-response component you’re adding: - If you're adding a Conversation Acknowledgment, Start Conversation, End Conversation, Inactive Conversation, or Reroute Conversation component: Scroll down to the Automated Responses section of the page. In the Conversation Acknowledgment, Start Conversation, End Conversation, Inactive Conversation, and Reroute Conversation fields, select an auto-response component. You can use the same component for multiple fields. - If you're adding a Warning Message: Scroll down to the Customer Inactivity section of the page. Select the Warn customers before inactivation box. In the Warning Time box, use the + and - buttons to set the number of minutes between the warning message being sent to the end user and the session being auto-inactivated. In the Inactivation Warning box, select your auto-response component. 3. Save your changes. 10. Optionally, use the Enhanced In-App Chat or Enhanced Web Chat APIs ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-auto-response.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-auto-response.html)) to send additional parameter values to the component. 11. Test the component in a messaging session. Keep these considerations in mind. - The messaging component action in the messaging window doesn’t show auto-response components. These components are sent only if they’re selected in settings for your channel. - When an auto-response component is sent, service reps see a generic placeholder in the transcript. Service reps can’t see the content of the auto-response. - **[Troubleshooting Auto-Response Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_auto_response_components.htm&release=264.0.0&type=5)** You can encounter error messages when sending an auto-response messaging component. - **[Personalize the URL of an Auto-Response Component](https://help.salesforce.com/s/articleView?id=service.messaging_add_parameters_to_url.htm&release=264.0.0&type=5)** To personalize the URL being sent by an auto-response messaging component, use a placeholder. Personalizing the URL creates a dynamic experience for the end user. For example, use a placeholder to reference a language code in the URL, which presents the URL to the end user in their preferred language. - **[Set Up Post-Conversation Surveys for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5)** At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey. #### See Also - [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&release=264.0.0&type=5 "When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.") - [Customize Auto-Responses in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5 "Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.") - [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html) - [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html) # Create and Send Enhanced Links in Messaging Sessions An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, and Bring Your Own Channel
X icon This article doesn’t apply to: Enhanced WhatsApp, Standard Facebook Messenger, Standard and Enhanced SMS, and Enhanced LINE channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In enhanced WhatsApp and LINE channels, enhanced link components are available only in the Text format. When this format is used, customers [may see a link preview](https://help.salesforce.com/s/articleView?id=service.messaging_send_links.htm&release=264.0.0&type=5 "To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it.") or just the link title and URL. If you plan to create a screen flow that automatically shares links in WhatsApp or LINE, enhanced link components are a good option. Otherwise, service reps can simply copy and paste a URL into a messaging session. In Bring Your Own Channel and Bring Your Own Channel for CCaaS, if your Messaging or CCaaS partner supports Link Previews, reps paste a URL into the message field to send it as a rich link. You don’t need an enhanced link messaging component. ## Step 1: Create an Enhanced Link To get started, create your enhanced link on the Messaging Components page in Setup. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Select **Enhanced Link**. 4. Enter your link text and URL, and then upload an image. ![Settings of an enhanced link named Ursa Major Solar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/link_config_1.png) 5. Enter a name and description for your enhanced link—for example, Company Home Page or Services Website. These values aren’t visible to customers, but service reps see the name in the list of messaging components in the Service Console. Assign a name that indicates the link’s destination and purpose so service reps know when to use it. 6. Click **Done**. The Messaging Component Builder opens. 7. On the Component Details page, further customize your component. 1. In the Component Formats section, control the way your link appears in each type of Messaging channel. Click **Add Format**, select a format, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Media, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 2. In the left-hand sidebar, click a format type to customize its properties. ![Component builder with Component Formats section highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_link_customize.png) 3. In the Component Properties pane, configure your title, image, and URL for each format. To keep it simple, select **Constant** for each Type field and select the only available constant, which comes from the information that you entered a few steps ago. Then, click **Save**. ![Component Properties section highlighted in the Component Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_link_customize_media.png) You can configure an enhanced link component to use dynamic inputs—for example, to show different images or lead to different URLs depending on the nature of the messaging session. However, using constants is more straightforward. To view, edit, or create constants, click **Constants** in the left-hand sidebar. 4. Arrange the formats you selected in priority order. If a component can’t be shown in the highest-priority format, the next format is used. 8. When you’re done editing your component, click **Save**. 9. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. ## Step 2: Send an Enhanced Link in a Messaging Session You can send enhanced links to customers in enhanced Messaging channels and Messaging for In-App and Web.  1. During an active messaging session, click the messaging component action in the messaging window. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show only enhanced links. 3. Select the link you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example When a service rep sends an enhanced link component in an enhanced Facebook Messenger channel, the rep sees: ![Service rep view of messaging session, showing a link component with an image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_link_agent.png) The customer sees: ![Customer view of messaging session, showing a link component with an image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_link_customer.png) # Create and Send Payment Requests in Messaging Sessions Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay.  ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
1. Configure your Apple Pay settings and Messaging channel settings, and create a payment processing Apex class. For steps, see [Add Apple Pay to a Messaging Channel](https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5 "To allow service reps to request payments during messaging sessions, add Apple Pay to your enhanced Apple Messages for Business channel."). 2. In Setup, go to the Messaging Components page. 3. Click **New Component.** 4. Click **Payment**, and then click **Next**. 5. Select the ProcessPaymentHandler Apex class that you created, and enter a prompt. Provide a URL that is sent if the component must be sent in plain text format, and select or upload an image that appears with the payment request. ![Design your payment request window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_1.png) The prompt, plain text URL, and image are all saved as constants behind the scenes. You can reference those constants when you customize your component’s behavior and appearance in the Messaging Component Builder. 6. Edit the plain text version of your component to add text to accompany the URL you entered. The URL is represented on this screen as `{!$Constants.Url}`. ![Plain text window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_2.png) The plain text format is used if the component is sent in a Messaging channel that’s not an enhanced Apple Messages for Business channel, or if the preferred format isn’t available. 7. Click **Next** and add a name and description for your component. 8. Click **Done**. The Messaging Component Builder opens. ![Messaging Component Builder with a payment messaging component open](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_3.png) 9. Add a format to customize how the component looks in messaging sessions. Click **Add Format**, select **Payment**, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Payment, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 10. In the left-hand sidebar, click the Payment format type to update its properties. ![Messaging Component Builder with Payment format highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_4.png) 1. To use the prompt and image you provided earlier, in the Prompt Configuration and Image Configuration sections, select **Constant** and select the only available constant. 2. For currency, provide your three-letter ISO 4217 currency code for the currency used in your payment requests. 3. For Merchant Domain, provide the domain that you saved when verifying your merchant domain while adding Apple Pay to your channel. 11. After you update the remaining format properties, click **Save**. 12. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. Next, create Apex classes and a flow that service reps can run to send the payment component to customers. When you create a payment component, three standard parameters are also created. You can [reference](https://help.salesforce.com/s/articleView?id=service.messaging_components_sobject_formulas.htm&release=264.0.0&type=5 "Use sObject formulas to control the way that your messaging components appear in any non-Text format.") these parameters in flows, Apex, or the component properties. - PaymentLineItems: The items for purchase that are listed in the payment request. When a payment request is sent, an Apex class populates the list of items. - PaymentTotal: The total listed on the payment request. When a payment request is sent, an Apex class calculates the total. - ShippingMethods: The shipping methods that you support. When a payment request is sent, an Apex class populates the shipping method information. To view the parameters, open your messaging component in the Messaging Component Builder and click **Parameters** in the left-hand sidebar. - **[Set Up a Flow to Send Payment Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment_flow.htm&release=264.0.0&type=5)** Create Apex classes and a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component. # Create and Send Questions with Dynamic Options in Messaging Sessions To quickly locate the record that a customer is inquiring about, let service reps send customers a question with a dynamic list of records to choose from. For example, ask customers to choose from a list of their recent orders or cases. Create your question and options in Setup, and then add a flow that service reps run to send the question to customers in a messaging session. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
1. From Setup, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Click **Question with Options**, and then select **Dynamic Options**. 4. Enter your question. For example, Where are you located? If you plan to use your component in enhanced WhatsApp channels, keep your question under 20 characters and your options under 24 characters. 5. Select an object. Only Case, Product, Asset, Order, and custom objects can be selected. 6. From the list of object fields, select the plain text display field. For example, if you’re working with a custom Location object, select the Location Name field to show a list of location names. ![Object and field selection pages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_dynamic_options.png) 7. Enter a name and description for your question. These values aren’t visible to customers, but service reps see the name in the Service Console. 8. Click **Done**. The Messaging Component Builder opens. 9. On the Component Details page, further customize your component. 1. In the Component Formats section, control the way your component appears in each type of Messaging channel. Click **Add Format**, select a format, and then click **Done**. ![Component builder showing the list of component formats](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_formats.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Buttons, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 2. In the left-hand sidebar, click a format type to customize its properties. 3. In the Component Properties pane, configure each format’s properties. To keep it simple, use the auto-created constant for the question and the auto-created parameter to show records by field value, such as Location Name. Then, click **Save**. 4. Arrange the formats you selected in priority order. If a component can’t be shown in the highest-priority format, the next format is used. 10. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. 11. When you’re done editing your component, click **Save**. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. After you create your component, it’s time to link it to a flow that service reps can use to send it to a customer. Then, add the flow to the Service Console and test it. - **[Set Up a Flow to Send Questions with Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_flow_dynamic_questions.htm&release=264.0.0&type=5)** To let service reps send a question with dynamic options in supported enhanced Messaging channels or Enhanced Chat, create a flow and associate it with your question component. Then, add the flow to the Service Console. #### See Also - [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.") - [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&release=264.0.0&type=5 "When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.") # Create and Send Questions with Static Options in Messaging Sessions Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
## Step 1: Create a Question with Options To get started, create your question with options on the Messaging Components page in Setup. 1. From Setup, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Select **Question with Options**, and then select **Static Options**. 4. Enter your question and options. If you plan to use your component in enhanced WhatsApp channels, keep your question under 20 characters and your options under 24 characters. ![Messaging component question and options windows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_create_question_static.png) 5. Enter a name and description for your question. These values aren’t visible to customers, but service reps see the name in the list of messaging components in the Service Console. Assign an informative name so reps know when to use the component. 6. Click **Done**. The Messaging Component Builder opens. 7. On the Component Details page, further customize your component. 1. In the Component Formats section, control the way your component appears in each type of Messaging channel. Click **Add Format**, select a format, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Buttons, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 2. In the left-hand sidebar, click a format type to customize its properties. ![Question with options component with properties pane highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_question_options.png) 3. In the Component Properties pane, configure each format’s properties. To keep it simple, select **Constant** for each Type field and select the only available constant, which comes from the information that you entered a few steps ago. Then, click **Save**. 4. Arrange the formats you selected in priority order. If a component can’t be shown in the highest-priority format, the next format is used. 5. To show an image with each list option, click **Constants** in the left sidebar. Edit each constant and upload an image. Some component formats don’t support images. 8. When you’re done editing your component, click **Save**. 9. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. ## Step 2: Send a Question with Options in a Messaging Session You can send questions with options to customers in enhanced Messaging channels and Enhanced Chat.  1. During an active messaging session, click the messaging component action in the messaging window. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show only questions with options. 3. Select the link you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example When a service rep sends a question with options component in an enhanced Facebook Messenger channel, the rep sees: ![Service rep view of a question component in a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_options_agent.png) The customer sees: ![Customer view of a question component in a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_options_customer.png) # Create and Send Secure Forms in Messaging Sessions To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Apple Messages for Business, and Bring Your Own Channel
X icon This article doesn’t apply to: Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
When a customer submits their form responses, Salesforce creates a record of them. Admins control whether service reps can see the responses. A customer can’t view their submitted responses. You can create a form based on a global action or an Apex class. After you create the form, reps can send it in a messaging session. When a customer submits their form responses, Salesforce writes their responses to a new record, such as a contact record. The record’s visibility settings for each field determine which form responses are visible to service reps. A customer can’t view their submitted responses. ## Create a Form Based on a Global Action With a global action, create static messages that don’t change based on the user or input provided in the form. To get started, create a global action that creates a record, such as a contact record. Then, link it to a new form messaging component on the Messaging Components page in Setup. 1. Create a global action to link to your messaging component. 1. Go to the Global Actions page in Setup. 2. Click **New Action**. 3. For action type, select **Create a Record**. 4. Select a target object, which is the type of record that the action will create. Any custom object and the following standard objects are supported: Case, Contact, Order, Product, and Asset. 5. Complete the remaining fields and click **Save**. ![New global action window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_action.png) 6. Add fields from any object to the action layout, and customize their order. Global actions that are linked to a form messaging component can contain these types of fields: Text, Text Area, Text Area (Long), Email, Checkbox, Date, Date/Time, Number, Phone, Picklist, Picklist (Multi-Select), and URL. All other field types, including lookup fields, aren’t supported. If an unsupported field is added to the global action layout, it won't be visible in the form component and can cause an error. We recommend creating help text for any field that requires a specific format, such as a Phone field. 2. Go to the Messaging Components page in Setup. 3. Click **New Component.** 4. Select **Form**, and then click **Next**. 5. Click **Global Action**, and then click **Next**. 6. Enter a title and select a global action to link to your component. Only global actions that create records appear in the dropdown list. The title appears in the messaging session as a link to the form. ![New component window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_window.png) 7. Click **Next**. 8. Add a name and description for your component. These values aren’t visible to customers, but agents see the name in the list of messaging components in the Service Console. Assign a name that indicates the component’s purpose so agents know when to use it. 9. Click **Done**. The Messaging Component Builder opens. 10. In the Component Formats section, control how the component looks in messaging sessions. Click **Add Format**, select **Flow** or **Form**, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 11. In the left-hand sidebar, click the format type to update its properties. For example, if you selected the Form format, first, select the top field in the form preview to edit the form’s overall properties. Then, select one field at a time to configure the prompt, response, and keyboard shown for that field. ![Messaging Component Builder showing the Form format properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_builder.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note These properties apply only to Apple Messages for Business, and aren't used in Enhanced Chat: Initial Message, Initial Image, Welcome Screen Title, Welcome Screen Image, Welcome Screen Button, Welcome Screen Message, and Field Subtitle Configuration. 12. After you update the Flow or Form format properties, click **Save**. 13. In the left-hand sidebar, click the Text format type to update its properties. The plain text version is sent if your preferred format isn’t available or doesn’t load. While global action-based forms can’t be sent in plain text, you can edit your component’s plain text version so it contains a link to a public form or shows a text-only list of the questions that appear in your form. ![Text format properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_plain_text.png) 14. In the left-hand sidebar, click **Customization**. Optionally, change the expiration limit for the form. By default, when the form is sent in a messaging session, customers have 5 minutes to submit their responses before the link expires. 15. When you’re done editing your component, click **Save**. Your component is saved in a draft state. 16. When you're ready to make it available to your support team, click **Activate** at the top of the page. 17. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. 18. If you want your form component to be used in an Enhanced Web Chat deployment for an Experience Builder or Commerce Cloud site, republish your deployment after creating or editing the component. Otherwise, messaging users can’t receive the form in messaging sessions. ## Send a Form in a Messaging Session You can send form messaging components to customers in enhanced Apple Messages for Business, enhanced WhatsApp, and Enhanced Chat channels. 1. During an active messaging session, click the messaging component action in the messaging window of the Service Console. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show only forms. 3. Select the form that you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example When a service rep sends a form component in an Enhanced In-App Chat channel, the customer sees the form’s initial message and image (if you provided one) in a chat bubble. After opening the link, the customer proceeds through the welcome screen and form questions, which appear in separate screens. ![Form component on a mobile device](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_customer.png) When the customer submits the form, the conversation transcript updates. The transcript shows the record that the form’s associated global action or Apex class created. The customer sees the form confirmation message and image in the chat bubble, but isn’t notified that a record was created. ![Message transcript showing form component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_agent.png) If a customer refreshes their browser tab while filling out a form, their form responses are cleared for security reasons. After a customer submits a form, they can’t click the form link in their messaging session to submit new responses. If needed, the service rep can resend the form component to gather new responses. # Create and Send Time Selectors in Messaging Sessions Prompt customers to select from a list of time slots during messaging sessions. For example, ask customers to select a time for a service visit or delivery. Create a time selector messaging component, and then link it to a flow and an Apex class. Service reps run the flow to send the time selector to a customer, and the Apex class provides the list of time slots. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced WhatsApp, Enhanced Facebook Messenger, and Enhanced Apple Messages for Business, and Bring Your Own Channel
X icon This article doesn’t apply to: Enhanced Web Chat v2, Standard and Enhanced SMS, and Enhanced LINE
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator

To send and receive messages in Messaging: Messaging Agent
1. From Setup, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Click **Time Selector**. 4. Enter a prompt and a plain text option, and then click **Next**. If you plan to use your component in enhanced WhatsApp channels, keep your prompt under 20 characters. ![Plain text window for time selector component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_time_selector_plain_text.png) 5. Enter a name and description for your time selector component. These values aren’t visible to customers, but service reps see the name in the Service Console. 6. Click **Done**. The Messaging Component Builder opens. 7. On the Component Details page, further customize your component. 1. In the Component Formats section, control the way your component appears in each type of Messaging channel. Click **Add Format**, select a format, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Buttons, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 2. In the left-hand sidebar, click a format type to customize its properties. 3. In the Component Properties pane, configure each format’s properties. To keep it simple, use the auto-created constant for the question. Then, click **Save**. ![Properties pane of the component builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_time_selector_properties.png) 4. Arrange the formats you selected in priority order. If a component can’t be shown in the highest-priority format, the next format is used. 8. When you’re done editing your component, click **Save**. 9. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. After you create your component, it’s time to link it to a flow that service reps can use to send it to a customer. The flow must also reference an Apex class that provides the list of available time slots. Then, add the flow to the Service Console and test it. - **[Set Up a Flow to Send Time Selectors in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_flow_time_selector.htm&release=264.0.0&type=5)** Let service reps send time selector components in supported enhanced Messaging channels and Enhanced Chat. Create a screen flow, associate it with a messaging component and an Apex class, and add it to the Service Console. - **[Example: Apex Class for Time Selector Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_apex_class.htm&release=264.0.0&type=5)** Time selector messaging components send customers a prompt and a list of available time slots for them to choose from. To generate the list of time slots each time the component is sent, create an Apex class. The Apex class determines the time slot start time, duration, and time zone. # Create and Validate an Automated Incident Triage Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents. ### Required Editions If you want to modify the input parameters or update the output for this action, edit the Incident Triage prompt template. For instructions, see [Revise a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_revise_template.htm&type=5&language=en_US).
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
1. From the App Launcher, find and select **Agentic IT Service Desk**. Employees can create incidents from Slack as well. 2. Click the **Incidents** tab. 3. Click **New**. 4. In the New Incident form, complete the required fields: 1. Enter a descriptive value in the Subject field. 2. Set the Impact and Urgency values. 5. Save your changes. The incident record is created and the incident triage flow runs automatically in the background. 6. On the incident record, click the **Feed** tab. The automated process posts a triage summary to the feed. Depending on the incident data, the summary can include: - A list of similar open incidents, with a recommendation to review and close the current incident to avoid duplication. - Whether the incident was identified as a major incident. - A note if no relevant knowledge articles were found to help resolve the issue. 7. Review the triage results and take appropriate action, such as associating the incident with an existing record or escalating it as a major incident. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example **Scenario 1:** **Check Incident Completeness** When an incident is created, Agentforce reviews the structured fields and free-text description, then cross-references the incident with past similar incidents to identify information gaps that were critical for earlier resolutions. For example, when an employee reports a VPN issue, Agentforce recognizes from past incidents that the VPN client name and version are required for effective troubleshooting. Agentforce automatically contacts the employee through Slack or email to request the missing details. Agentforce consults the following data sources to determine what information is needed: - Current incident details - Past similar incidents, including the incident feed, resolution notes, and descriptions - Knowledge articles **Scenario 2:** **Notify Employees During Major Incidents** When an employee submits an incident related to an active major incident, Agentforce immediately notifies them and asks them to consider closing their individual incident. Resolving the major incident also resolves the related issue, which reduces incident volume and allows support teams to focus on the root cause. For example, if multiple employees report email access issues during an active server outage investigation, each new submission triggers an automatic notification informing the employee of the ongoing major incident and requesting that they close their individual incident. **Scenario 3:** **Identify and Manage Duplicate Incidents** When an employee submits a new incident, Agentforce checks their open incident history for duplicates. If a match is found, Agentforce notifies the employee with the existing incident number and asks them to close the new incident and update the original record. This keeps the incident queue accurate and ensures cleaner reporting on issue frequency and resolution times. For example, if an employee submits two incidents for the same printer connectivity problem, Agentforce detects the match, provides the existing incident number, and asks the employee to consolidate their updates into the original record. # Create and Verify a Certificate of Disposal Document proof of asset destruction or recycling and update the asset status to Disposed. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
| User Role | Permissions Needed | | --- | --- | | **Asset Manager** | **Hardware Asset Management** permission set license and associated standard permission sets. | | **IT Fulfiller** | **Hardware Asset Management** permission set license and associated standard permission sets. | - The disposal order status is **Pending Certificate of Disposal**. - The vendor provides an official proof of disposal file (PDF, image, or spreadsheet). Maintaining vendor proof creates a legal audit trail. Verifying the certificate officially moves assets to the Disposed status and stops financial depreciation. ## Create a New Certificate of Disposal 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Disposal Orders**. 3. Open the disposal order that requires proof. 4. Select **New Certificate of Disposal**. 5. Enter the certificate details: - **Certificate Name**: Provide a unique identifier. - **Issued Date**: Enter the date that the vendor issued the document. - **Disposal Method**: Select the verified method, such as **Recycle** or **Destruction**. 6. Select **Save**. ## Add Assets to Certificate of Disposal 1. Select the newly created certificate of disposal. 2. Select **Add Assets** from the certificate's related list. 3. Filter by the **Disposal Order**, select the specific assets covered by this document, and select **Save**. 4. Confirm that the assets in the vendor proof document match the assets you linked. 5. Go to the **Files** related list and select **Upload Files**. 6. Select the vendor-provided proof document and select **Open**. 7. Change **Review Status** to **Final Certificate** and select **Save**. The system automatically: - Updates the Disposal Order and all linked assets to **Disposed** status - Stops further financial depreciation and logs a final depreciation entry - Locks the disposal order record from further edits # Create App Extensions for the Field Service Mobile App Create app extensions to let users pass data from the Field Service app to another app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To create and modify App Extensions: Customize Application
| App Extension Type | Supported in Android | Supported in iOS | | --- | --- | --- | | Android | Yes | No | | iOS | No | Yes | | Lightning Apps | Yes | Yes | | Web apps | Yes | Yes | | Flow | Yes | Yes | To set up an app extension, follow the steps below. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select **Field Service Mobile Settings**. 2. Click **Edit** next to the mobile settings configuration that you want to create an app extension for. 3. Under App Extensions, click **Add**. 4. Fill out the fields. - Field Service Mobile Settings: Automatically populated. Represents the current Mobile Field Service Settings configuration. - Type: A picklist of app extension types. The iOS and Android types will only show on their respective devices. Flow refers to a Flow (**Setup** | **Process Automation** | **Flows**) of the type **Field Service Mobile Flow**. Lightning App refers to an app that is exposed in Salesforce for Android or Salesforce for iOS (**Setup** | **Mobile Apps** | **Salesforce** | **Salesforce Navigation**). - Label: The label as it appears to users in the app. The label isn’t localized automatically. - Name: The extension’s name. - Scoped To Object Types: The records from which a user can activate an app extension. Scoping an app extension to an object lets users activate that app extension from records of the specified type. The object names are entered as comma separated values and cannot include spaces. For example, to scope an extension to the Work Order object and the Service Appointment object, enter WorkOrder,ServiceAppointment. To create a global app extension so users can activate it from any record, leave this field blank. - Launch Value: A launch value of "https://google.com" will launch a web browser on both iOS and Android. The value to use to launch the app or Flow. If type is Flow, then the launch value is the API name of the flow you want to use. If type is Lightning App, the launch value is the name of the tab in Salesforce for iOS and Salesforce for Android. The tab name represents a Lightning Component Tab and you can find the tab name in **Setup** | **Salesforce Navigation**. The launch values for types iOS, Android, and Lightning App support passing parameters. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Using a nickname in an app extension launch URL results in an error. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For Lightning App types: Salesforce for Android version 17.0 supports passing Lightning App parameters. Salesforce for iOS version 18.0 does not currently support passing parameters. To bypass this issue, use a type of iOS with a URL format of **https://{orgURL}/lightning/n/{tab name}?params=...** 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note the Salesforce mobile app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab. However, the Lightning Page Tab name can’t have any spaces in it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Salesforce app must be installed on iOS to display Lightning app extensions in the Actions launcher. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Open in Salesforce is available in iOS, but in Android, you need to create an Android app extension with the launch value of **salesforce1://sObject/{!Id}/view** Passing Tokens Into the Launch Value ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Flow app extensions do not accept tokens. They receive the Flow input parameters described in [Considerations for Using Flows in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_considerations.htm&release=264.0.0&type=5 "Review flow considerations before using flows in the Field Service mobile app."). The launch value supports static URLs for web addresses, as well as dynamic values that can be used to pass contextual information to the other app in the form of tokens. These tokens can pass field information from any record that is visible on the Field Service app. For example, if the user is viewing a service appointment, the tokens can be used to pass the data from any field on that service appointment to the app extension. The basic format for these tokens is based on the names of the field, like so: {!Name}. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Any content in the query parameters for the launch value should be url-encoded, not including the parameters that are substituted by Salesforce Field Service. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The following example uses a token to dynamically pass a custom text field that is on a work order into a Google search. The token is written in bold for clarity: https://www.google.com/#q={!WO\_Custom\_Text\_Field\_\_c} The field name is case sensitive and must match the field name exactly as it is defined on the object. Values that aren't related to a record are called global variables. When you use a global variable in a token, use the format **{!$User.email}.** | Supported Global Variables | | --- | | Organization.id | | User.displayName | | User.email | | User.firstName | | User.id | | User.language\* | | User.lastName | | User.locale\* | | User.nickName | | User.orgId | | User.userName | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note \*Android uses the device's language and locale settings. # Create Appointment Bundle Aggregation Duration Downscales Account for one-time tasks that are part of a bundle by downscaling the duration of the bundle member service appointments. You can create multiple aggregation duration downscales. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
1. If your service appointments have custom fields, make sure to give the fields read and edit access. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 2. Open an appointment bundle aggregation policy that has Aggregation Action defined as Set downscaled duration. 3. In the Appointment Bundle Aggregation Policy, go to the Related tab. 4. In the Appointment Bundle Aggregation Duration Downscales panel, click **New**. 5. Give the policy a unique name. 6. For From Bundle Member Number, enter the first bundle member’s number that the downscale applies to. 7. For To Bundle Member Number, enter the last bundle member’s number that the downscale applies to. To always downscale to the last bundle member, leave this field empty. 8. Enter the percentage of reduction. 9. For Max Reduction, enter the maximum reduction for a bundle member service appointment, in minutes. 10. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example A printer maintenance company must fix multiple printers in the same office building. For the first service appointment, the mobile worker needs time for parking, passing the building’s security clearance, organizing the tools, and then fixing the printer. But when the mobile worker gets to the second service appointment, they can go straight to fixing the printer. In this scenario, to get a better estimate of the bundle’s duration, configure the downscaling to start from the second bundle member. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you define aggregation duration downscales where the service appointments overlap and include Max Reduction values, it can lead to inaccurate results. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). # Create Appointment Bundle Policy Service Territories Define one service territory for each bundle policy. Only service appointments in the defined service territory can be added to the bundle. For automatic bundling, you need at least one Appointment Bundle Policy Service Territory. For manual bundling, Appointment Bundle Policy Service Territories are optional. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create items: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Although you can define more than one service territory for a bundle policy, it isn’t recommended. If you do define more than one service territory for a bundle policy, make sure that the enhanced scheduling and optimization setting for all the service territories matches. If this setting is enabled in one service territory and disabled in another, the bundles created with the bundle policy can’t be updated. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 1. In the Appointment Bundle Policy, go to the Related tab. 2. In the Appointment Bundle Policy Service Territories panel, click **New**. 3. Give the policy a unique name. 4. Select the service territory for the bundle policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can bundle together only service appointments with the same service territory in the same time zone. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). 5. Save your changes. # Create Article Types An article type controls how an article displays and what type of information of fields are included. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create, edit, or delete article types:

Customize Application

AND

Manage Salesforce Knowledge
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Before support reps can access article types, you must set object permissions for article types. 1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Click **New Article Type** or edit an existing article type. 3. Enter the article types details | Field | Description | | --- | --- | | Label | A name used to refer to the article type in any user interface pages. | | Plural Label | The plural name of the object. If you create a tab for this object, this name is used for the tab. | | Gender | If it is appropriate for your organization’s default language, specify the gender of the label. This field appears if the organization-wide default language expects gender. Your personal language preference setting does not affect whether the field appears. For example, if the organization’s default language is English and your personal language is French, you are not prompted for gender when creating an article type. | | Starts with a vowel sound | If it is appropriate for your organization’s default language, check if your label is preceded by "an" instead of "a". | | Object Name | (Read only) A unique name used to refer to the article type when using the Lightning Platform API. In managed packages, this unique name prevents naming conflicts on package installations. The Object Name field can contain only underscores and alphanumeric characters. It must be unique, begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. | | Description | An optional description of the article type. A meaningful description helps you remember the differences between your article types when you are viewing them in a list. | | Track Field History | Select this option to [track the full history of an article](https://help.salesforce.com/s/articleView?id=service.knowledge_history_tracking.htm&release=264.0.0&type=5 "You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click Version to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months.") and its versions. The system records and displays field updates, publishing workflow events, and language versions for the primary article and any translations. | | Deployment Status | Indicates whether the article type is visible outside Setup. **In Development** means that article managers can’t choose this article type when creating articles. Only select **Deployed** after you are done creating the article type. | 4. Click **Save**. On the article type detail page: - In the Fields related list, [create or modify custom fields](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5 "Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.") as needed. - In the Fields related list, [edit the article-type layout](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") as needed to rearrange fields and create sections. - In the Channel Displays related list, [choose a template](https://help.salesforce.com/s/articleView?id=service.knowledge_article_templates_create.htm&release=264.0.0&type=5 "Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout.") for the Internal App, Partner, Customer, and Public Knowledge Base. #### See Also - [Add Custom Fields to Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5 "Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.") - [Article Type Page Layouts](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Create Asset Attributes Create an asset attribute by associating it with an attribute definition on the asset record. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create asset attributes: Create on Asset
To view asset attributes: View on Asset
To edit asset attributes: Edit on Asset
To delete asset attributes: Delete on Asset
Create asset attributes only for active attribute definitions. If an attribute definition is deactivated, all asset attributes associated with it become unavailable. 1. From the App Launcher, find and select **Assets**. 2. Click the relevant asset record and open the Related tab. 3. Click **New**. 4. Select an attribute definition. Only active attribute definitions are shown. 5. Enter a value for the asset attribute. The asset attribute value is required if designated as Required in the attribute definition you selected. Otherwise, if you don’t enter a value, the attribute definition’s default value is used. If the attribute definition is of type picklist, the Display Value field of Attribute Picklist Value is used when displaying picklist values. 6. Save the asset attribute. # Create Asset Hierarchies Establish parent-child relationships between assets to represent products with multiple components. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
For example, perhaps your business sells a tent which is tracked as an asset, but the tent poles (which customers have a tendency to misplace) are tracked as a separate asset. You can make the tent poles asset a child of the tent asset. To create hierarchical relationships between assets, use the Parent Asset field and the Child Assets related list on asset detail pages. Assets also come with a few additional fields related to hierarchies: - The read-only Root Asset field lists the top-level asset in an asset hierarchy. Depending on where an asset lies in the hierarchy, its root might be the same as its parent. If an asset is at the top of a hierarchy, it is its own root asset, and the Parent Asset field is blank. - The read-only Asset Level field is a number that reflects the asset’s position in a hierarchy. If the asset has no parent or child assets, its level is 1. Assets that belong to a hierarchy have a level of 1 for the root asset, 2 for the child assets of the root asset, 3 for their children, and so forth. An asset hierarchy can have up to 10,000 assets. Here are some ways to use hierarchical assets to improve your support process. - When creating a work order to repair a broken asset, create line items on the work order that correspond to specific child assets. - For situations where a work order is created from an asset, set up a workflow rule or process that creates a work order line item for each child asset. - Set up a trigger that notifies the owner of an asset by email when the install date for one of the asset’s child assets was more than five years before the current date. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Parent Asset and Root Asset fields aren’t available in standard reports that include assets. However, you can reference them in custom reports. ## Viewing Asset Hierarchies To view an expanded tree grid of all assets in an asset’s hierarchy, click **View Asset Hierarchy** in the drop-down action menu on any asset detail page in Lightning Experience. (That’s in the top right-hand corner of the page.) The action is also available on assets in the console. This view gives field service workers a way to quickly identify parts, assess bills of materials, and understand how assets are related to each other. Click the caret next to each asset name (1) to collapse and expand a node. You can go up to 20 levels deep in a hierarchy. The asset whose hierarchy you’re viewing is shown with a CURRENT stamp (2). The fields that appear in the hierarchy aren’t customizable. If you don’t see the action, add it to your asset page layouts: In the layout editor, select **Mobile & Lightning Actions**, then drag it onto your page layout. ![A hierarchy of asset records related to an automobile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/asset_hierarchy.png) The **View Asset Hierarchy** action is available only for hierarchies of 500 or fewer assets. If a hierarchy contains more than 500 assets, you can still refer to each asset’s Child Assets related list and Parent Asset, Root Asset, and Asset Level fields. Here’s what happens if you don’t have access to certain elements of an asset hierarchy: - If your field-level security settings prohibit you from accessing a particular field in the asset hierarchy view, you can see the field name in the column title, but the column is blank. - If sharing settings prohibit you from viewing an asset that’s lower in the current asset’s hierarchy, the restricted asset doesn’t appear in the hierarchy view for you. - If sharing settings prohibit you from viewing an asset that’s higher in the current asset’s hierarchy, an error appears and you can’t view the asset hierarchy. This is because record sharing settings also apply to child records. The asset hierarchy view isn’t searchable or editable. It isn’t available in Salesforce Classic, Experience Cloud sites, Salesforce for iOS, Salesforce for Android, or the Field Service mobile app. # Create Assets Create assets to track products purchased by your customers. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create assets: Create on assets
1. Click **New** on the Assets home page or on the Assets related list on a record. 2. Select a product. 3. Enter a name for the asset. If you’re using Salesforce Classic, you can opt to leave this field blank. When you save the asset, the Asset Name field auto-populates to reflect the product name. 4. Select an account, contact, or both to indicate who has purchased the asset (required).
 - You can enter person accounts in either the Account or Contact fields of an asset. The Assets related list on a person account includes all assets related to the person account, including those where the person account is in the Contact field. - If you enter an account and a contact that aren’t related, the contact’s account won’t list the asset in its Assets related list. 5. Optionally, select a parent asset. Creating hierarchical relationships between assets lets you link work order line items to child assets and represent complex products. 6. If the asset is a competitor’s product, select **Competitor Asset**. If it is produced or used internally, select **Internal Asset**. 7. Fill out the remaining [fields](https://help.salesforce.com/s/articleView?id=service.assets_fields.htm&release=264.0.0&type=5 "Assets and asset relationships have the following fields. Depending on your page layout and field security settings, some fields may not be visible or editable.") according to your needs. 8. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have read-only access to an asset field and you clone an asset, that field is blank on the cloned asset. - **[Asset Fields](https://help.salesforce.com/s/articleView?id=service.assets_fields.htm&release=264.0.0&type=5)** Assets and asset relationships have the following fields. Depending on your page layout and field security settings, some fields may not be visible or editable. # Create Assignment Rules for IT Services from Templates Create the assignment rules for incidents, problems, change requests, and service requests using the available templates. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Release assignment rules aren't available as template. Create release assignment rules by building a custom assignment rule. See Create Custom Assignment Rules. Create the queues you want to route records before you create assignment rules. You can either [create queues manually](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [set up omnichannel routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5 "Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.") to route queued incident records to available support reps. 1. From the Salesforce Go page, go to the Features tab, search for and select Assignment Rules for IT Service. 2. In the Configure Assignment Rules Using Expression Sets section, click **Go to Business Rule Engine**. 3. On the IT Services Assignment page, click **Create from Template**. 4. Select an assignment rule template based on the object whose records you want to route. For example, Incident Assignment Rule. 5. In the Expression Set builder, review the preconfigured list groups and their routing logic. Each list group must include assignment criteria and an Assign to a Queue or Assign to a User element to evaluate conditions and route records. 6. To modify the template logic, update the existing elements as needed: - In assignment criteria, change the filter condition requirements (for example, All Conditions Are Met (AND), Any Condition Is Met (OR), or Custom Condition Logic Is Met). - Update the resource, operator, or value fields. - Click **Add Condition** to add more conditions. - In the assign to a queue element, select a different queue to route matching records. 7. To change the structure of a list group, use the element menu to duplicate an element or delete an element. 8. To add new logic, click the + icon in the list group, and then add the elements you need (for example, Assignment Criteria, Assign to a Queue, or Assign to a User). 9. Click **Save As**, and select one of these options: | | | | --- | --- | | New IT Services Assignment | Creates a new assignment rules record and an initial version using the current expression set logic. Use this option to create a separate assignment rule instead of updating the existing one. | | New IT Services Assignment Version | Creates a new version of an existing assignment rule using the current expression set logic. Use this option to update or extend routing logic while keeping the same assignment rule record. | 10. If you selected **New IT Services Assignment**: 1. In **Rank**, enter a rank. 2. To activate the version, select **Active**. 3. Save the changes. 11. If you selected **New IT Services Assignment Version**: 1. From **IT Services Assignment**, select an existing assignment rule. 2. In **Version Number**, enter a version number. 3. Save the changes. 12. Set a default assignment rule. # Create Attribute Definitions Define the value and data type of an attribute definition before you add it to an asset attribute. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create attribute definitions: Create on Attribute Definition
To view attribute definitions: Read on Attribute Definition
To edit attribute definitions: Update on Attribute Definition
To delete asset attributes: Delete on Attribute Definition
1. From the App Launcher, find and select **Attribute Definitions**. 2. Click **New** and enter a name, a label, and a developer name. 3. Select the data type. If you select the picklist data type, select an attribute picklist. If you select the number data type, select a unit of measure. 4. To show the associated asset attributes in the asset record’s related list, select **Active**. 5. Set a default value for asset attributes that use this attribute definition. 6. If values for asset attributes using this attribute definition are required, select **Required**. 7. Enter a description and a source system ID. 8. Save the attribute definition. After you add asset attributes to an attribute definition, you can’t change the data type or the picklist for a picklist data type. # Create Auth Providers and Named Credentials Safety Cloud comes with named credentials and Auth Providers for ixlayer, eMed, Senneca, and RainFocus. Auth Providers allow third parties to access your organization from external services, typically through API integrations. Named credentials specify the URL of a callout endpoint and its required authentication parameters for third-party integrations in one definition. For example, Safety Cloud can use [RainFocus](https://rainfocus.com/) to manage the event registration, [Marketing Cloud Engagement](https://www.salesforce.com/marketing/engagement/) to send confirmation and status update emails, and [Senneca](https://www.sennecadx.com/) for COVID-19 testing services. To set up the service integrations, an admin updates the Auth Provider record with authentication property values from the third party. For example, the admin updates the Auth Provider record with the Auth Provider Id, Consumer Key/Secret, and Endpoint URL from the third party. If you plan on using third-party services for COVID-19 testing or event registration, you must enter your organization’s credentials to connect to those services. Complete these steps to create Auth Providers and named credentials. 1. To create Auth Providers: 1. From Setup, in the Quick Find box, enter Auth. Providers, and then select **Auth. Providers**. 2. Click **New**, and then select Salesforce for the **Provider Type**. 3. Click **Save**, and then fill out the form with authentication property values from the third party. 4. Save your work. 2. To create named credentials: 1. From Setup, in the Quick Find box, enter Named Credentials, and then select **Named Credentials**. 2. Click **New Named Credential**, and then fill out the page with the callout endpoint’s URL and authentication parameters. 3. Save your work. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_example.png) Example Senneca Username and Password Example
Label:Senneca API
Name:Senneca_API
URL:[URL for the Senneca External System]
Identity Type:Named Principal
Authentication Protocol:Password Authentication
Username:[Your Integration Username]
Password:[Your Integration Password]
Generate Authorization Header:No
Allow Merge Fields in HTTP HeaderYes
Allow Merge Fields in HTTP Body:Yes
RainFocus Username and Password Example
Label:Rainfocus API
Name:Rainfocus_API
URL:https://events.rainfocus.com
Identity Type:Named Principal
Authentication Protocol:Password Authentication
Username:[Your Integration Username]
Password:[Your Integration Password]
Generate Authorization Header:Yes
Allow Merge Fields in HTTP HeaderYes
Allow Merge Fields in HTTP Body:Yes
Cvent OAuth 2.0 Example
Label:Cvent API
Name:Cvent_API
URL:https://api-platform-sandbox.cvent.com/ea
Identity Type:Named Principal
Authentication Protocol:OAuth 2.0
Username:[Lookup to Auth. Provider]
Password:[Access Level for Third-Party]
Generate Authorization Header:Yes
Allow Merge Fields in HTTP HeaderYes
Allow Merge Fields in HTTP Body:Yes
# Create Automated Chat Invitations Set up automated chat invitations that appear as animated pop-ups on your website to invite customers to chat with an agent. ### Required Editions
View supported editions.
User Permissions Needed
To create and customize automated chat invitations: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you create automated invitations: - Create skills. Each chat button is associated with a particular skill or set of skills. Chats that are initiated from the button are routed to qualified agents. - Create a Salesforce site and static resources to use custom images for the online and offline versions of your button. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button. Automated invitations can trigger based on certain criteria, such as whether a customer remains on a web page for a specific amount of time. Invitations can be associated with specific skills, which ensures that customers are routed to a qualified agent when they accept an invitation to chat. 1. From Setup in Salesforce, enter Chat Buttons in the Quick Find box, then select **Chat Buttons & Invitations**. 2. Click **New**. 3. Under Type, select Automated Invitation. 4. Select the [settings](https://help.salesforce.com/s/articleView?id=service.live_agent_automated_invitations_settings.htm&release=264.0.0&type=5 "Automated invitation settings control the invitations that prompt your customers to chat with agents on your website.") for your automated invitation. 5. Click **Save**. 6. Copy the invitation code, and then paste it on each web page where you’ve deployed Chat. Make sure that you paste the code in the area on the page where you want the invitation to appear. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Because the code changes with each modification, remember to copy and paste the code each time that you update the invitation. #### See Also - [Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5 "Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.") - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") - [Create Chat Deployments](https://help.salesforce.com/s/articleView?id=service.live_agent_create_deployments.htm&release=264.0.0&type=5 "A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website.") # Create Automated Dialing Outbound Campaigns with Customer Profiles Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness. This article applies to: - Salesforce Voice with Amazon Connect (Outbound Campaign available as Add-on) - Salesforce Voice with Partner Telephony from Amazon Connect Make sure your Amazon Connect instance is on the latest version to ensure it supports all campaign features. If it's not on the latest version, use the Upgrade option in the Outbound campaigns section to upgrade your Amazon Connect Instance. Only an AWS root user can enable and set up Outbound Campaigns, see [Amazon Help: Set up Amazon Connect outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns.html). 1. In your Amazon Connect instance in the AWS Management Console, set up Outbound campaigns and Customer Profiles. For details on enabling Outbound Campaigns and Customer Profiles, see [Amazon’s documentation](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns-customer-profiles.html). An example setup is: 1. Enable Outbound campaigns in your Amazon Connect instance. 2. Enable Customer Profiles in your Amazon Connect instance. Enabling Customer Profiles is mandatory for creating a campaign. 3. Prepare your customer contact list as a CSV file. In the CSV file, the Customer\_id, and PhoneNumber fields are mandatory. Optional fields are Address, Address1, Address.City, Address.State, Address.Country, PostalCode, Event\_call, Ok\_to\_call, Ok\_to\_email, Campaign, AppointmentDate, AppointmentTime, CallerIdentity, CallStatus, EmailStatus. ![Sample CSV file](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_samp_csv.png) 4. Upload the CSV file to your S3 bucket. 5. Import the customer list into Customer Profiles in Amazon Connect. In the Data Source Integrations tab in the Customer Profiles section, select the S3 bucket where you uploaded the CSV file. Then, select the CSV file, and finish the import setup. 2. In the Voice setup, create a dedicated queue and contact flow for the campaign to avoid interfering with the inbound routing logic. You can clone the inbound contact flow to create a contact flow for the campaign. 1. In the contact flow, add the **Check call progress** block. This block determines if a call is answered and ensures reps only receive live calls. 2. Add a **Set contact attributes** block with the key as callOrigin and the value as Campaign. This attribute allows you to filter and create reports in Salesforce for campaign-specific calls in the VoiceCall object. ![Contact flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_flow.png) 3. [Create the campaign](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns.html). When creating the campaign, select **AgentAssistedVoice** as the delivery mode, and you must select the contact flow created for the campaign. To update the customer profile list of the campaign, edit and upload the CSV file to your S3 bucket. The data integration syncs daily to update the Customer Profiles in Amazon Connect. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Unified Routing is not used to initiate calls in an Outbound Campaign. Amazon Connect manages the campaign initiation and dialing logic. Amazon Connect checks only the rep's status but not their real-time capacity. Unified Routing then routes the call to the rep. # Create AWS Artifacts for SCV You must create the AWS artifacts before creating the contact center. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
1. Provide a unique name of your choice for CallCenter Name. If you have a multi-org setup, make sure that a callCenter with the same name doesn’t exist in any other org. 2. If you’re using the Salesforce identity provider for SAML assertion, get the SAML metadata document from Salesforce and upload it to `-scv-saml-metadata` S3 Bucket.![saml metadata document](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_saml_metadata.png) Note the uploaded object name, and use this name as the value for the SAMLFileInS3 parameter in BYOAIDPStack.yaml. 3. Execute TenantStack with the correct values for the input parameters. The value of the `S3BucketForScvResources` field must be `prod-byoa-scv-resources`, and that of `MpaId` must be 793525387755. The value of the `resourceOwner` tag must be `scv`.![SCVBYOATenantStack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_byoatenantstack.png) ![tags](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_tenantstack_tags.png) 4. Execute `BYOAIDPStack` to create `SalesforceVoiceIDPStack`. The value of the `resourceOwner` tag must be `scv`. ![IDP Stack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_idpstack.png) 5. Execute `ContactCenterStack` with the correct values for the input parameters. The value of the `S3BucketForScvResources` field must be `prod-byoa-scv-resources`, and that of `MpaId` must be 793525387755. The `CallCenter` name must be the same as the one you have provided in step 1.![BYOA contact center stack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_stack.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The value of the S3BucketForScvResources field must be prod-byoa-scv-resources, and that of MpaId must be 793525387755. The Salesforce release must support the contact center version. See [Salesforce Voice Contact Center Updates](https://orgcs.lightning.force.com/lightning/r/Knowledge__kav/ka0Hx000000c5DBIAY/view). # Create AWS Resources and cloudformation Template If you want to use the sample cloudformation template, you must also create the prerequisite AWS resources. You can execute the cloudformation template in any AWS region, but you must make sure that the Amazon Connect instance and ContactCenterStack are also in the same region. Before importing the contact center definition XML file to create a contact center, you must create the AWS resources in your AWS account. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
A sample cloudformation template is available in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). - **[Create S3 Bucket for Salesforce Voice Resources](https://help.salesforce.com/s/articleView?id=service.voice_create_s3_bucket.htm&release=264.0.0&type=5)** Create an AWS S3 bucket with S3 bucket policy for Salesforce Voice (formerly Service Cloud Voice) resources in the same region as that of the Amazon Connect instance. - **[Create S3 Bucket for Salesforce Voice SAML Metadata](https://help.salesforce.com/s/articleView?id=service.voice_saml_metadata.htm&release=264.0.0&type=5)** Create an AWS S3 bucket with S3 bucket policy for SAML metadata in the same region where you execute the BYOATenantStack. - **[Prepare cloudformation Template](https://help.salesforce.com/s/articleView?id=service.voice_cloudformation_template.htm&release=264.0.0&type=5)** You must prepare the cloudformation template after creating the AWS resources. # Create Bills Deploy this template to allow HR Service Representatives to standardize the process of creating new financial bills. ### Required Editions
View supported editions.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Goal ID, Case Origin, Subject. ## Fulfillment and Integration This template includes preconfigured integration through the QuickBooks Online connector to handle financial data sync. Custom approval paths or routing rules can be tailored in Flow Builder. # Create Call Logs in the Softphone Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report. ### Required Editions
View supported editions.
User Permissions Needed
To create a call log: Member of a call center
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). Automatically generated call log records include values for: - The call center user who received or initiated the call - The phone number of the contact who called or who was called by the call center user - The date of the call - The duration of the call, in seconds - Whether the call was inbound or outbound - The call center system’s unique identifier for the call You can associate up to two records, edit the subject, and add comments to a call log while the call is underway. To do so: 1. Associate up to two the records with the call log: - When you view or create a contact, lead, or person account, a Name dropdown list appears in the call log. Use this list to select a single contact, lead, or person account record to associate with the call. - When you view or create any other type of Salesforce record, a Related to dropdown list appears in the call log. Use this list to select a single record of any other type to associate with the call. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Custom object records can only be associated with a call log if the custom object tracks activities. By default, the most recently viewed records are selected in the Name and Related to lists unless you manually choose a different record. The records that you choose in these lists include the call log in their Activity History related lists when the call ends. If the call is transferred to or conferenced with another Salesforce CRM Call Center user, these records are also displayed with it. 2. Edit the Subject and Comments fields with information about what happened during the call. After the call ends, the call log is automatically saved as a completed task. You can quickly access the saved call logs for calls that were just completed by expanding the Last N Calls section of the softphone. Up to three of your last calls are displayed in this list with your most recent call displayed first: - To modify a recent call log, click **Edit** next to the call log's Subject field. - To view a saved call log, click the call log's Subject. - To view a record that is associated with a call log, click the name of the record. To view a list of all calls that you've made or received in the past day, click **My Calls Today**. This link opens the My Calls Today report in the Reports tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.") # Create Case Comment Action Adds a comment to one of the logged-in employee's own cases, identified by case number. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameCreateCaseComment
Action TypeStandard
Reference Action TypeFlow
Reference ActionCreate Case Comment
InputsCase Number, Comment
OutputsComment ID, Is Success, Error Message
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Add a comment to my case saying the issue is still happening." - "Update case with a note that I tried restarting my laptop and it didn't help." - "Comment on the ticket with that I found a workaround but still need this fixed." # Create Case Team Roles Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases. ### Required Editions
View supported editions.
User Permissions Needed
To set up and manage case teams:

Customize Application

Manage Users
You can create an unlimited number of case team roles, but we recommend no more than 20 so as not to overwhelm team members. Roles don’t change a case owner’s access to cases, which is Read and Write by default. 1. From Setup, enter Case Team Roles in the Quick Find box, then select **Case Team Roles**. 2. Click **New**, and enter the role’s name. 3. From Case Access, choose the role’s level of access to cases. - **Read and Write**: Members can view and edit cases and add related records, notes, and attachments to them. - **Read Only:** Members can view cases and add related records to them. - **Private**: Members can’t access cases. 4. If you want members in the role visible to customer portal users viewing cases, choose **Visible in Customer Portal**. Even if Visible in Customer Portal isn’t chosen, customer portal users added to case teams can view themselves on Case Team related lists. 5. Click **Save**. 6. (Recommended) Add the Case Team related list to case page layouts so that users can add team members to cases. You can’t delete roles, but you can click **Replace** next to a role you want to replace across all cases. If your org has one role, you can’t replace it. #### See Also - [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5 "Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.") # Create Cases Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues. ### Required Editions
View supported editions.
User Permissions Needed
To view cases: Read on cases
To create cases: Create on cases
You can create or update cases only for contacts that are eligible to receive customer support. For how to find out if a contact is eligible, or if a service contract includes an entitlement, see [Verify Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5 "Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order."). - Your admin can set up Web-to-Case and either Email-to-Case or On-Demand Email-to-Case to automatically capture cases from your website and customer emails. - Your customers can log their own cases from an Experience Cloud site, Customer Portal, Self-Service portal, or Chatter Answers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. - You can create cases manually from the Cases tab, the Cases related list, or, depending on your org’s settings, in the feed on record detail pages. - If you have an answers site, you can escalate an unanswered or problematic question into a new case. 1. Use Search to find the individual’s account and then locate the contact in the Contacts related list. If the contact doesn’t exist, create a contact for that account. 2. Click **New** in the Cases related list of the contact. If your org uses record types, you might be prompted to choose a Record Type when creating a case. Different record types can have different fields and different picklist values. 3. Enter information for the case. When you enter or select a contact for the Contact Name field, the Account Name field defaults to the account associated with the contact when you save the case. To choose a different account for the Account Name field, Lightning users can click the **X** on the default account and enter the desired one in the search box. 4. To associate the case with an asset in Salesforce Classic: 1. Click the **Asset** lookup icon. Initially, the asset lookup lists all assets for the selected contact. Enter search criteria and click **Go!** to refine this list. 2. Select an asset from the assets listed to associate it with the case. 3. If you do not find a matching asset, click **New** to create a asset from the lookup dialog and associate it with the new case. The **New** button displays if your org has enabled Quick Create and you have the “Create” permission on assets. 4. To associate the new asset with a product, enter your product search criteria and click **Go!** or select a product from the list of matches. Click **Skip** if you do not want to associate the asset with a product. 5. Enter the asset details and click **Save**. 5. Click **Save**, or click **Save & New** to save the case and create another. Alternatively, click **Save & Close** to save and close the case immediately. This action sets the Closed When Created field on the case, which indicates that the case was closed during creation. 6. If your org settings allow it, you can associate the case with another case by typing the case number of the parent in the Parent Case field. Alternatively, you can click the lookup icon to search for a case's case number. When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. When viewing a case, Lightning users can create and associate a child case at any time by clicking **New Child Case** in the Feed tab . 7. You can also set who sees the case and, depending on how your org is configured, you can: - Prevent a case from appearing in the Self-Service portal by deselecting Visible in Self-Service Portal. - Automatically send an email to the contact indicating that the case was created, select Send notification email to contact. - Automatically assign the case using your org's active assignment rule by clicking Assign using active assignment rules. If Assign using active assignment rules is selected and no assignment rule criterion is met, the case is assigned to the Default Case Owner. If this setting isn’t active, you are assigned as the owner. If Assign using active assignment rules is selected by default and you deselect it, you override your org’s default assignment rules and you’re assigned as the owner. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When you save a newly created case with an active assignment rule, the record type of the case can change, depending on how your admin configured assignment rules. If your org uses divisions, the division of a new case is automatically set to the division of the related contact. #### See Also - [Clone Cases](https://help.salesforce.com/s/articleView?id=service.cases_clone.htm&release=264.0.0&type=5 "Clone a case to generate a new case using information from the existing case.") - [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.") - [Solve Cases](https://help.salesforce.com/s/articleView?id=service.solving_cases.htm&release=264.0.0&type=5 "Find an article or solution that answers the customer’s question.") # Create Cases for Inbound Calls with an Omni-Channel Flow Template Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue.
View supported editions.
1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation. 2. Click **New Flow**. 3. Click **All + Templates**. 4. To filter the flow types to Omni-Channel flows, select **Omni-Channel Flow** in the left pane of the New Flow screen. ![New Omni-Channel Flow type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_new_flow.png) 5. To create a flow from the Basic Routing with Case Creation template, select **Voice Calls Routed to Basic Queue with Case Creation**, and then click **Create**. ![The flow contains lots of elements, including a Create Case element that's use if a case isn't found.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_basic_routing_with_case_creation_flow.png) 6. Open the Route Work action. 7. In the Service Channel field, remove **Phone**, and then search for and select **Phone** again. 8. Click **Done**. 9. Save the Omni-Channel flow. 10. To activate the updates to the flow, click **Activate**. 11. In Amazon Connect, open the associated Sample SCV Basic Routing with Case Creation contact flow. 12. Double-click the Invoke AWS Lambda function block, and add the `flowDevName` and `fallbackQueue` input parameters. 13. In `flowDevName`, specify the developer name of the Voice Calls Routed to Basic Queue with Case Creation Omni-Channel flow that you created . 14. In `fallbackQueue`, specify the developer name or ID of the fallback queue. If needed, you can assign the SCV Basic Queue as the fallback queue. ![The Function Input Parameters section shows the input parameters.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_contact_flow_specify_input_parameters.png) 15. Save the changes to the Lambda function. 16. Save and publish the Sample SCV Basic Routing with Case Creation contact flow. 17. Open the Sample SCV Inbound Flow. 18. Open the Transfer to Flow block and select **Sample SCV Basic Routing with Case Creation**. 19. Save the inbound contact flow and publish the changes. After you're done, to route calls made to a phone channel, assign the Sample SCV Basic Routing with Case Creation Omni-Channel flow to the phone channel. ![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_properties2.png) #### See Also - [Assign an Omni-Channel Flow to a Phone Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&release=264.0.0&type=5 "Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.") # Create Change Requests Automatically from Incidents or Problems with Einstein Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, attached files, and the source record to create a draft. Verify the details, and then save the record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create change request using Einstein: Prompt Template User permission set
1. From the App Launcher, find and select **Incidents** or **Problems**. 2. From the Incident or Problems page, open a record. 3. From the quick actions menu, select **Create Change Request with Einstein**. Einstein analyzes the record and its related records to automatically draft a change request record. 4. Review the change request record generated by Einstein to make sure the accuracy of key fields, such as subject, description, impact, urgency, priority, risk level, type, and change type. 5. Click **Save**. The change request record is created successfully. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Sarah is from IT team at Cumulus Bank. A problem record exists with these details: - Problem Number: PRB-0023 - Subject: Company Intranet is Slow - Attachment: A network log export showing packet loss and interface errors on the affected switch. Based on the investigation, Sarah reviews the attached network log export and finds increasing packet loss and rising interface errors on the affected switch. The log entries show packet drops and error counts trending upward over time, confirming failing switch hardware rather than a configuration or software issue. Sarah determines that the outdated switch is causing the performance issue and requires replacement. To resolve the issue permanently, she initiates a formal change request to upgrade the hardware. She clicks **Create Change Request with Einstein** on the problem record. Einstein analyzes the problem details and root cause analysis, and attached files. Prioritizing technical logs, investigation notes, and attached log files, which confirms rising interface errors and packet loss consistent with failing switch hardware, specifying that a hardware replacement is required. Einstein drafts a new change request record automatically, which includes key details such as category, change type, subject, implementation plan, risk, and backout plan summarized from problem details and attached files. The new change request is created (CR-0045), saving Sarah the manual effort of drafting it from scratch and helping her to immediately start the approval process. # Create Channel Menu Code Settings Add optional JavaScript code as a static resource to your channel menu to change the customer experience. Collect extra information in pre-chat or change the branding for your Enhanced Web Chat channel. ### Required Editions ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Channel Menu code snippets created before August 8, 2025 use legacy infrastructure that’s in maintenance mode and scheduled for retirement on July 1, 2026. If you’re using a code snippet generated before August 8, 2025, we recommend updating it to avoid future disruptions. Generate a new snippet from the Get Code section under the deployment settings for your existing Channel Menu deployment and update your webpage. Learn more in [help](https://help.salesforce.com/s/articleView?id=service.embedded_menu_code_snippet.htm&type=5&language=en_US).
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
To set up Code Settings: Author Apex
Code settings, configured in your channel menu settings, are a useful way to modify menu items with static resource files. To change an image or pass routine information to pre-chat fields or to populate a hidden field, create static resource files and then upload them to Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Code modifications to WhatsApp, SMS text, or phone channels aren’t supported. Settings are applied first to your website or Experience Builder site from the Channel Menu component settings in the code snippet or Experience Builder. Next, they're applied from your uploaded JavaScript file and then from Setup. When a code setting is applied to your web or Experience Builder site, the related JavaScript file is loaded. You can associate multiple JavaScript static resources to different code settings, and load the configuration to a website or Experience Builder site. ## Step 1: Create a Snippet Settings File with JavaScript You can use your JavaScript static resource files, including strings, arrays, JSON, and JavaScript functions for the channel menu. To get started, follow this code example to modify a menu item for channel menu static resource files. Use these supported settings.
Settings to Modify Setting Name
(Enhanced Web Chat) Turn on Enhanced Web Chat developer mode to load unminified versions of static files and allow more logging to the developer console for troubleshooting. You can also access other Enhanced Web Chat APIs.

Enhanced Web Chat channel settings:

devMode
(Chat) Pre-chat and entity creations: Add extra pre-chat information or populate form fields to prepare service reps for the customer conversation.

Chat channel settings:

prepopulatedPrechatFields

extraPrechatInfo

extraPrechatFormDetails
(Chat) Branding: Customize your menu branding to maintain consistency and update changes easily.

Chat channel settings:

prechatBackgroundImgURL

smallCompanyLogoImgURL

waitingStateBackgroundImgURL

chatbotAvatarImgURL

avatarImgURL
(Chat) Routing: Add routing to direct customer conversations to the right service rep.

Chat channel settings:

directToButtonRouting

fallbackRouting
## Step 2: Upload Your Static Resource Files With your code ready, upload a file as a static resource in Setup. For steps, see [Create Embedded Static Resources](https://help.salesforce.com/s/articleView?id=service.embedded_static_resources.htm&type=5&language=en_US). 1. When you upload your file, select **Public** for the cache control. 2. Choose a static resource name that’s easy to remember. Use this name and not the file name in your channel menu settings. ## Step 3: Add Resources to Code Settings Edit your code settings to link to your static resource file. 1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click the name of the channel menu you want to edit. 3. In the Code Settings section, click **Edit**. ![Edit page for Channel Menu Code Settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_code_settings.png) 4. Select **Add Code Setting**. 5. Enter a unique Code Setting Name for your customization. ![A screenshot of the code settings overlay with a Code Setting Name added.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/code_settings_panel.png) 6. Add a description and select a resource type. 7. Select your uploaded resource name in the Static Resource field. 8. Select **Add Code Setting** to add more. 9. Save your changes. ## Step 4: Implement Your Code Settings (Experience Builder Sites) Add your code setting name in the property editor and load the Code Setting Name for your site on a specific page. ![Screenshot of the property editor panel to add your Code Settings Name.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/experience_panel.png) ## Step 5: Implement Your Code Settings (Websites) Add your code setting name to your channel menu code snippet. 1. Apply a [channel menu code snippet](https://help.salesforce.com/articleView?id=embedded_menu_code_snippet.htm&language=en_US) if you haven't done so yet. 2. Open the code snippet that you added to your website. 3. Add the new parameter as an object to the `embedded_svc.menu.init()` call in the snippet. See the end of this section for an example. 4. Check that the object is the last parameter passed into `embedded_svc.menu.init()`. 5. Verify that your code snippet changes in your web page markup. 6. After 10 minutes, refresh your web page and confirm that the Channel Menu button appears. Check that the static resource is loaded and the item is working on the web page. Adding a parameter to your channel menu code snippet: `embedded_svc.menu.init( ...existing parameters, **{ pageName: "InsertName" }** );` # Create Channel-Object Linking Rules with a Guided Setup Flow (Beta) Add channel-object linking rules to your org with a quick guided setup flow. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Check out [Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&type=5&language=en_US) for a modernized, flexible solution. Individual-Object Linking associates lead, contact, employee, and person account records to voice calls, cases from Email-to-Case, and messaging sessions in all channels. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking gear icon and selecting **Service Setup**. Service Setup isn't available in orgs created in Spring '26 or later. From Service Setup, enter Channel-Object in the Quick Find box, and select **Channel-Object Linking**. From the Channel-Object Linking setup page, click **New Linking Rule**. ![New linking rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_new_rule.png) ## What Does This Flow Do? With this flow, you can create rules to link channel interactions to objects such as contacts. After you select the channel type (for example, Facebook Messenger) and the object type to link to (for example, Contact), then you can define the linking logic. The logic is different depending on how many matches are found. ![Set the linking logic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_flow_logic.png) If no match is found, you can either have the rule automatically create and link a record, or prompt the service rep to search for or create a record. If a single matching record is found, you can either have the rule automatically link the record, or prompt the service rep to pick the suggested record, search for a record, or create a record. If there are multiple matches, the system always prompts the service rep to pick from a list of suggested records, search for a record, or create a record. Matches are determined on a channel-by-channel basis with the following information. | Channel Type | Information Used to Match | | --- | --- | | Facebook Messenger | User Name | | Phone | Phone Number | | Text (SMS) | Phone Number | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Channel-object linking and match callers to End User records don’t work together. You can only use one or the other. # Create Chat Agent Configurations Chat agent configurations define the functionality that’s available to your agents and support supervisors. Create configurations to give different capabilities to multiple types of users, ### Required Editions
View supported editions.
User Permissions Needed
To create and edit configurations: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). For efficiency, create profiles and users before you create configurations. That way, you can create a configuration and assign it to users and profiles at the same time. Chat agent configurations enable you to control your users’ access to certain Chat features. You can create multiple configurations and assign them to different types of users. For example, create a configuration for experienced agents that gives them more permissions than new agents have. Or, create a configuration for support supervisors that gives them the permissions that they need to monitor their employees. 1. From Setup, enter Chat Agent Configurations in the Quick Find box, then select **Chat Agent Configurations**. 2. Click **New**. 3. Choose the [settings](https://help.salesforce.com/s/articleView?id=service.live_agent_configuration_settings.htm&release=264.0.0&type=5 "Chat agent configuration settings control the functionality that’s available to agents and their supervisors.") for your Chat agent configuration. 4. Click **Save**. #### See Also - [Create Chat Users](https://help.salesforce.com/s/articleView?id=service.live_agent_create_users.htm&release=264.0.0&type=5 "Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat.") # Create Chat Buttons Create chat buttons to enable customers to request a chat with an agent directly from your website. ### Required Editions
View supported editions.
User Permissions Needed
To create and customize chat buttons: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you create chat buttons: - Create skills. Each chat button is associated with a particular skill or set of skills. Chats that are initiated from the button are routed to agents with those skills. - To use custom images for the online and offline versions of your button, create a Salesforce site and static resources. If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button. Create the buttons that visitors click to start chats. Like a deployment, a button consists of several lines of JavaScript that you copy and paste into web pages. A single deployment can have multiple buttons; each button enables you to refine the chat experience for visitors. For example, create buttons for laptop, phone, or tablet issues. Each button is mapped to a skill or set of skills to ensure that visitors’ inquiries go to agents who can solve their problems. 1. From Setup, enter Chat Buttons in the Quick Find box, then select **Chat Buttons & Invitations**. 2. Click **New**. 3. Select Chat Button from the Type field. 4. Choose the [settings](https://help.salesforce.com/s/articleView?id=service.live_agent_button_settings.htm&release=264.0.0&type=5 "Chat button settings control the behavior of the chat buttons that customers use to interact with agents.") for your chat button. 5. Click **Save**. 6. Copy the button code, and then paste it on each web page where you’ve deployed Chat. Make sure that you paste the code in the area on the page where you want the button to appear. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Because the code changes with each modification, remember to copy and paste the code each time that you update the button. After you create the button and add it to the web page, the chat button is enabled for your customers to click as long as: - The number of chats doesn’t exceed the button’s queue size. - At least one agent has available capacity and the required skills listed in the associated routing configuration. - **[Chat Routing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_routing_options.htm&release=264.0.0&type=5)** Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available. - **[Chat Queuing Options](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_queuing_options.htm&release=264.0.0&type=5)** Queuing options in Chat let you control how incoming chat requests are handled when no agents are available. #### See Also - [Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5 "Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.") - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") # Create Chat Deployments A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website. ### Required Editions
View supported editions.
User Permissions Needed
To create deployments: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To customize the chat window that your customers see, first create a Salesforce site to host your custom images. A deployment consists of a few lines of JavaScript that you add to a web page. Your organization can have a single Chat deployment or multiple deployments. For example, if you have a single service center that supports multiple websites, creating a separate deployment for each site enables you to present multiple chat windows to your visitors. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip If you move instances for an instance refresh or org migration, regenerate the code using these steps after the maintenance is complete. 1. From Setup, enter Deployments in the Quick Find box, then select **Deployments**. 2. Click **New**. 3. Choose the [settings](https://help.salesforce.com/s/articleView?id=service.live_agent_deployment_settings.htm&release=264.0.0&type=5 "Chat deployment settings control the functionality that’s available to agents and their supervisors while agents chat with customers.") for your deployment. 4. Click **Save**. Salesforce generates the deployment code. 5. Copy the deployment code, and then paste it on each web page where you want to deploy Chat. For best performance, paste the code immediately before the closing body tag (that is, ). #### See Also - [Customize Your Chat Branding with Salesforce Sites](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_branding_with_sites.htm&release=264.0.0&type=5 "To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons.") # Create Chat Users Before your users can assist customers with chat, you need to assign the users as Chat users. Chat users are support agents and supervisors who have the Salesforce permissions to assist customers with chat. ### Required Editions
View supported editions.
User Permissions Needed
To create or edit users: Manage Internal Users
To enable agents to use Chat: API Enabled administrative permission
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). All Chat users need the API Enabled administrative permission enabled on their associated profile before they can use Chat. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Edit** next to a user’s name. 3. Select Chat User. If you don’t see this checkbox, verify that your support organization has purchased enough Chat feature licenses. 4. Click **Save**. After creating users, make sure that you assign them a Chat configuration and associate them with the appropriate skills. - **[Permissions for Chat Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5)** Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers. - **[Permissions for Chat Support Supervisors](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisor_permissions.htm&release=264.0.0&type=5)** You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information. #### See Also - [Create Chat Agent Configurations](https://help.salesforce.com/s/articleView?id=service.live_agent_create_configuration.htm&release=264.0.0&type=5 "Chat agent configurations define the functionality that’s available to your agents and support supervisors. Create configurations to give different capabilities to multiple types of users,") - [Profiles](https://help.salesforce.com/s/articleView?id=platform.admin_userprofiles.htm&type=5&language=en_US) - [Create and Assign Chat Skills](https://help.salesforce.com/s/articleView?id=service.live_agent_create_skills.htm&release=264.0.0&type=5 "Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also enable your supervisors to assign skills to agents. This information applies to Live Agent routing for chats only.") # Create Command Center for Service V2 Pages Use the Command Center page type to build custom supervisor workspaces in Lightning App Builder. ### Required Editions
View supported editions.
User Permissions Needed
To customize Lightning pages:Customize Application
To access Command Center for Service V2:Access Command Center for Service V2
Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can only create a Command Center page for a tab that already exists in an app. Before creating the page, ensure the Command Center for Service V2 navigation item is added to your Service Console or target application. 1. From Setup, enter **Lightning App Builder** in the Quick Find box, then select **Lightning App Builder**. 2. Click **New**. 3. Select **Command Center** as the page type, then click **Next**. 4. Enter a label and name for your page, select **Command Center for Service V2** as the page to overwrite for selections made during the activation step, then click **Next**. 5. Choose a layout template for your page, then click **Finish**. 6. From the components list in the left panel, locate the Omni-Channel components. 7. Drag Omni-Channel components and any other components you want onto the page. For details, see [Get to Know Omni-Channel Lightning App Builder Components](https://help.salesforce.com/s/articleView?id=service.omnichannel_get_to_know_components.htm&language=en_US). 8. Click **Save**, and then click **Activation**. 9. Select the appropriate activation options: - **App**: Assign the page to your Service Console or target application - **Assign to:**Select **Org Default**, **App Default**, or assign to specific profiles or Public Groups. 10. Click **Save**, then close Lightning App Builder. - **[Set Up the Command Center for Service V2 Template](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_setup_v2.htm&release=264.0.0&type=5)** Configure custom flexipages for Command Center for Service V2 using Lightning App Builder. - **[Assign a New Page to the Command Center for Service V2 Navigation Option](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccfsv2_assign_new_page.htm&release=264.0.0&type=5)** Assign a custom Command Center page to be shown when users open the Command Center for Service V2 navigation option. Activate the page for the appropriate org, app, profiles, or groups, and give the profiles access to the navigation item. # Create Communication Channels for Service Agentforce Service (formerly Service Cloud) offers many ways for your customers to contact you, including phone, web chat, WhatsApp, and SMS. Set up a mix of channels to make it easier for customers to reach you. To set up an AI-first, fully integrated contact center with voice, messaging, email, and web capabilities, see [Contact Center](https://help.salesforce.com/s/articleView?id=service.contact_center.htm&type=5&language=en_US). # Create Complex Work Model complicated realities with scheduling dependencies between appointments. Relate multiple service appointments so that scheduling and optimization can account for the dependencies. Each appointment’s parent record must be a work order. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create scheduling dependencies: Edit on service appointments
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. On a service appointment’s detail page, find the Scheduling Dependencies section. 2. From the lookup filter, select an appointment that relates to the appointment that you’re viewing. Service appointments with a status that falls within one of the status categories—Canceled, Complete, or Incomplete—aren’t shown. 3. Select a dependency type:
Same StartThe appointments must start at the same time.
Start After FinishThe appointment in the First Appointment field can’t start until the appointment in the Second Appointment field is complete.
Start After Finish and Same DayThe appointment in the First Appointment field can’t start until the appointment in the Second Appointment field is complete. Schedule both appointments for the same day.
Immediately FollowSchedule the appointments back-to-back on the same day, and assign them to the same service resource.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For dependency types Start After Finish and Start After Finish and Same Day, you can also add a Same Resource dependency. 4. Click **Create Dependency**. 5. To add another appointment to the dependency group, select two related appointments, one of which is in the dependency group. Select the dependency type and click **Create Dependency**. The service appointment is added to the dependency diagram and the list of appointments. ![Fix a Skylight](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Fix a Skylight A customer reports a leaking skylight that has damaged a section of the ceiling. The call center rep creates a work order to address the problem and adds two service appointments: one to fix the skylight (SA-003), and one to repair the ceiling (SA-004). The skylight must be fixed before the ceiling is repaired, so the call center rep creates a Start After Finish dependency between SA-004 and SA-003. That way, scheduling processes can make sure the ceiling repair appointment starts after the skylight is repaired. The call center rep wants the same person to do both assignments, so they select **Assign appointments to the same service resource**. After the call center rep adds the dependency, it’s visible in a diagram and listed in the Scheduling Dependencies section. ![Dependencies between service appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_dependencies.png) But the technician can’t fix the skylight alone. They need the right glass for the skylight. A second appointment, “Deliver skylight glass” (SA-005) must start at the same time as appointment SA-003 to fix the skylight. So the call center rep selects the two appointments and chooses the Same Start dependency type. After the call center rep adds the dependencies, all three appointments are visible in the diagram (1) and the two dependencies are listed in the Scheduling Dependencies section (2). ![A set of three dependent appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_dependency_group.png) You can now schedule the appointments. Appointments with dependencies can be scheduled in the usual ways—scheduling quick actions, the Classic Dispatch Console, and optimization—or by clicking **Schedule Appointments** in the Scheduling Dependencies section. # Create Confidential Case Action Initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited Edition with Employee Service
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.
API NameCreateConfidentialCase
Action TypeStandard
Reference Action TypeFlow
InputsComplaint Description, Date of Incident, Complaint Type, Complaint Subject
OutputsCase Number, Error Message
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - “Create a confidential report for me.” - “I need to talk to a human in HR about a misconduct issue.” - “Submit this harassment claim securely to a specialist.” # Create Configuration Item Tag Create a configuration item (CI) tag to classify CIs and improve search and filtering across CMDB records, lists, and workflows . Use tags to represent operational, business, or environment-specific metadata on a CI record. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create CI tags: IT Service Configuration Item Owner
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Configuration Items**, and then select **All Configuration Items**. 3. Select the CI where you want to add a tag. 4. On the CI record page, click **New CI Tag** in the **Configuration Item Tags** section. 5. Complete the fields: | Field | Description | | --- | --- | | Name | Name of the CI tag. For example, `Environment`. | | Value | Value associated with the tag. Values appear after the tag name. For example, `Environment:Prod`. To add multiple values for a tag, click **Add Value**. | | Description | Optional description for the CI tag. | 6. Click **Save**. You can use the Search field in the **Configuration Item Tags** section to associate the tags to the CI record. ![Configuration Item Tags section on a CI record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_citags.png) After you create CI tags, you can search and filter related configuration items more efficiently across CMDB records, lists, and workflows. # Create Consent Records with an Apex Job for Customer Health Verification Form With a scheduled Apex job, you can regularly create consent records for the COVID-19 health verifications that are generated after a customer completes the COVID-19 health verification form. Simply schedule the job, and it runs at the specified time when new health verification records are created. The job uses the schedulable class `AsyncConsentRecordCreator`to create the consent records for the Health Verification records.  Each batch performs these actions on health verification records: - Fetch Health Verification records with `IndividualId__c = null.`. - If the record has `HasNotificationConsent__c = true`: 1. Create an Individual record. 2. Create a Contact Type Consent record. 3. Update the Health Verification record with `IndividualId__c`. To create a scheduled Apex job: 1. From Setup, in the Quick Find box, enter Apex Classes and then select **Apex Classes**. 2. Click **Schedule Apex**. 3. Enter the job name. We recommend Consent Record Creation, so you know what kind of record the job creates. 4. Enter AsyncConsentRecordCreator in the search bar and select it. 5. Specify the start and end dates for the Apex scheduled class. If you specify a single day, the job runs only once. 6. Specify a preferred start time. The exact start time depends on service availability. 7. Save your changes. After the job is completed, you can see its information on the [Apex Jobs](https://help.salesforce.com/articleView?id=code_apex_job.htm&language=en_US) page, such as whether it passed or failed, how long it took to process, and the number of records processed. # Create Consent Records with an Apex Job for Vaccine Eligibility With a scheduled Apex job, you can regularly create consent records for the leads that are generated from your vaccine eligibility sign-up form. Simply schedule the job, and it runs at the specified time when you have new leads from the sign-up form. The job uses the schedulable class `AsyncConsentRecordCreator` to create the consent records for the leads. Each batch performs these actions on the lead records: - Fetch Lead records with `WasIndividualCreated__c = false`. - If the record has `HasNotificationConsent__c = true`: 1. Create an Individual record. 2. Create a Contact Type Consent record. 3. Update the lead record with `WasIndividualCreated__c = true` and link it to the Individual record. 1. From Setup, enter Apex Classes in the Quick Find box, then select **Apex Classes**. 2. Click **Schedule Apex**. 3. Enter the job name. We recommend Consent Record Creation, so you know what kind of record the job creates. 4. Enter AsyncConsentRecordCreator in the search bar and select it. 5. Specify the start and end dates for the Apex scheduled class. If you specify a single day, the job runs only once. 6. Specify a preferred start time. The exact start time depends on service availability. 7. Save your changes. After the job is completed, you can see its information on the [Apex Jobs](https://help.salesforce.com/articleView?id=code_apex_job.htm&language=en_US) page, such as whether it passed or failed, how long it took to process, and the number of records processed. #### See Also - [Set Field Permissions in Permission Sets and Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_fls.htm&type=5&language=en_US) - [Store Customers’ Data Privacy Preferences](https://help.salesforce.com/s/articleView?id=platform.individuals_store_data_privacy.htm&type=5&language=en_US) - [Schedule Apex Jobs](https://help.salesforce.com/s/articleView?id=platform.code_schedule_batch_apex.htm&type=5&language=en_US) # Create Console Components in Salesforce Classic Developers and administrators typically follow these steps when creating components for a Salesforce console. Even though you can create a variety of console components to solve many types of business problems, the process for creating components generally follows these steps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). 1. Developers create a Visualforce page or a canvas app. 2. Administrators add the Visualforce page or canvas app to page layouts to display content on specific pages or console apps to display content across all pages and tabs. 3. Administrators who add a component to page layouts choose the sidebar in which the console displays, such as right, left, top, or bottom, then select whether to add multiple components to a sidebar and arrange them as either a stack, tabs, or accordion 4. Administrators who add a component to apps specify the look and feel of the button used to access the component from the console’s footer, then assign the component to each console where they want users to access it 5. Users view the component when they access page layouts or click a button in the footer of a console. #### See Also - [Console Component Implementation Tips in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_impl_tips.htm&release=264.0.0&type=5 "Before you create a component for a Salesforce console, review these tips.") - [Add Console Components to Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&release=264.0.0&type=5 "After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console.") - [Add Console Components to Apps in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_app.htm&release=264.0.0&type=5 "After you create a console component, you can add it as a button in the footer of Salesforce console so users have access to it.") # Create Contact Center Connectivity from Lambda Function If you have added the UpdateCredentialRole attribute in the contact center definition file, use the Update Key option in the Contact Center details page to update the JWT key. If you haven't added the UpdateCredentialRole attribute in the contact center definition file, you must generate a self-signed sertificate with OpenSSL and update the contact center definition file based on the value. ### Required Editions See [Prepare Contact Center Definition File](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US) for the list of attributes. Next, save your private key to the AWS Parameter Store if you’re using contact center version 18 and earlier. For version 19 and later, save your secrets in the AWS Secrets Manager.
View supported editions.
This article applies to: - Service Cloud Voice with Partner Telephony from Amazon Connect - **[Generate a Self-Signed Certificate with OpenSSL](https://help.salesforce.com/s/articleView?id=service.voice_ac_generate_cert.htm&release=264.0.0&type=5)** Use OpenSSL to generate an RSA private key and two certificates. You need one certificate to set up a secure connection between Amazon Connect and Salesforce and another certificate for the REST API integration. Repeat the steps to create both certificates. After generating the certificates, update your contact center definition file based on the certificate value if you've manually integrated your contact center. - **[Save Your Private Key in AWS Account](https://help.salesforce.com/s/articleView?id=service.voice_save_key_aws.htm&release=264.0.0&type=5)** If you’re using contact center version 19 and later, save your private key from your self-signed certificate in the AWS Secrets Manager. For contact center versions 18 and earlier, add the private key to the AWS Parameter Store. # Create Contact Center from Salesforce UI To manually integrate Voice with your exsiting Amazon Connect instance, you must prepare the contact center definition XML file. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
1. From Setup, enter Partner Telephony in the Quick Find box, then select **Partner Telephony Contact Centers**. 2. Click **New**. 3. Select **Amazon Connect** as the telephony provider and click **Next**. 4. Select **Use an existing Amazon Connect instance by uploading the contact center definition**. 5. Import the instance definition file you configured in [Prepare Contact Center Definiiton File](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US) step. ![You have three options to create a partner telephony - Amazon Connect contact center.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_create_contact_center_byoa_xml_import.png) 6. Click **Import XML**. It can take a few minutes to create the contact center. 7. To manage the contact center after it’s created, under Setup, enter Partner Telephony Contact Centers in the Quick Find box, and select **Partner Telephony Contact Centers**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the contact center fails to be created, the error details are available in the error message shown on the screen. If you use an existing Amazon Connect instance, its Lambdas and key pairs aren’t updated automatically. Now that you've created your contact center, it's time to configure it. For example, add reps to the contact center, set up your phone channel, and set up reps' and supervisors' workspaces. # Create Contact Center Groups in Bulk Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage a contact center: Salesforce Voice Contact Center Admin
Applies to these telephony models - Salesforce Voice with Amazon Connect. - Salesforce Voice with Partner Telephony from Amazon Connect. Also applies to Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file with the connect management role. Before you begin, make sure that the Update Amazon Connect Queues and Routing Profiles option is enabled in your Contact Center settings. 1. Create a CSV file with the required fields, and add the group records. Argument1: Add the group name. Argument2: Add the group API name. Argument3: Add the group description. Argument4: (Optional) Add the routing profile ARN from your AWS account. Argument5: Add the contact center ID. Argument6: Add the default outbound queue ID. BulkAction: The value for this field must be `AddGroups`. An example CSV is available in [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/BulkOperations/bulk_add_groups.csv). 2. Follow the instructions in the [Bulk API 2.0 Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) to use the bulk API to create a job, upload job data, and complete the upload. Use your preferred method to trigger the `ContactCenterBulkOp` entity and upload the CSV file. You can add or update only the Argument1, Argument2, Argument3, Argument4, Argument5, Argument6, and BulkAction fields. The remaining fields are read-only. 3. Query the `Status` field to check the status of the bulk action. 4. Refresh the org and AWS account to confirm that the groups are added to the contact center. 5. After adding the groups, create another CSV file to associate queues with the groups. Argument1: Add the group ID. Argument2: Add the queue ID. Argument5: Add the contact center ID. BulkAction: The value for this field must be AssociateQueuesToGroups. An example CSV is available in [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/BulkOperations/bulk_associate_queues_to_group.csv). 6. Follow the instructions in the [Bulk API 2.0 Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) to use the bulk API to create a job, upload the associated CSV data, and complete the upload. If an error occurs in the CSV file for one or more records, the bulk operation only fails for those records. You can query the `ErrorMessage` field of the `ContactCenterBulkOp` entity to view the specific error message. The limit for adding groups using the Bulk API is 5000 per API request. #### See Also - [_Salesforce Developer Guide_: Bulk API 2.0](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) # Create Contact Center Queues in Bulk Use the Salesforce Bulk API 2.0 to create contact center queues in bulk. This method streamlines the process of managing large numbers of queues for your contact center. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage a contact center: Salesforce Voice Contact Center Admin
Applies to these telephony models - Salesforce Voice with Amazon Connect. - Salesforce Voice with Partner Telephony from Amazon Connect. Also applies to Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file. Before you begin, make sure that the Update Amazon Connect Queues and Routing Profiles option is enabled in your Contact Center settings. 1. Create a CSV file with the required fields, and add the queue records. Argument1: Add the queue ID Argument2: Add the basic hours of operation ID ARN from AWS. Argument3: (optional) Add the queue ID ARN from AWS to associate an AWS queue with a Salesforce queue. Argument5: Add the contact center ID. BulkAction: The value for this field must be `AddQueues`. An example CSV file is available in [GitHub](https://github.com/service-cloud-voice/examples-from-doc/tree/main/BulkOperations/bulk_add_queues.csv). 2. Follow the instructions in the [Bulk API 2.0 Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) to use the bulk API to create a job, upload job data, and complete the upload. Use your preferred method to trigger the `ContactCenterBulkOp` entity and upload the CSV file. You can add or update only the Argument1, Argument2, Argument3, Argument5, and BulkAction fields. The remaining fields are read-only. 3. Query the `Status` field to check the status of the bulk action. 4. Refresh the org and AWS account to confirm that the queues are added to the contact center. If an error occurs in the CSV file for one or more queues, the operation fails only for those queues. You can query the `ErrorMessage` field of `ContactCenterBulkOp` entity to view the specific error message. The limit for adding queues using the Bulk API is 5000 per API request. #### See Also - [_Salesforce Developer Guide_: Bulk API 2.0](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) # Create Contact Center with Metadata API You can also use metadata API to create a contact center. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
1. Generate the CallCenter metadata. An example is available in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). You must add correct values for the AWS artifacts. Otherwise, the related functionality doesn’t work in Salesforce UI. 2. Create a package.xml file. An example is available in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). 3. Create an archive zip containing the CallCenter metadata file, and a package.xml file. 4. To upload the zip file for creating the contact center in Salesforce, use your preferred method to access Metadata API. See [Metadata API Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_types_list.htm). # Create Contract Line Outcomes for Outcome-Based Contracts Create and monitor contract line outcomes for Outcome-Based Contracts to easily evaluate the compliance of service contracts. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create contract line outcomes: Create on Contract Line Outcome
To edit contract line outcomes: Edit on Contract Line Outcome
To delete contract line outcomes: Delete on Contract Line Outcome
To view contract line outcomes: View on Contract Line Outcome
To view contract line outcome data records: View on Contract Line Outcome
To delete contract line outcome data records: Delete on Contract Line Outcome
1. From the App Launcher, find and select **Contract Line Outcomes**. 2. Click **New**. 3. Enter a name and a description. 4. Select the contract line item associated with the contract line outcome. 5. Select the data capturing duration. Then, select the capture frequency and the calculation method. Data capturing runs according to the frequency and calculation method you select. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - The contract line outcome’s start date can’t be before the contract line item’s start date or after the contract line item’s end date. - The contract line outcome’s start date must be in the present or in the future. - The contract line outcome’s end date can’t be on or after the contract line item’s end date. 6. Select a recordset filter criteria. The recordset filter criteria allows you to define the criteria to evaluate contract compliance. 7. Save the contract line outcome. 8. In the Contract Line Outcomes list view, you can edit or delete a contract line outcome. You can edit these fields only if the contract line outcome’s start date hasn’t passed and if no contract line outcome data records are associated with it. - Recordset Filter Criteria - Start Date - End Date - Capture Frequency - Calculation Method ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Deleting a contract line outcome deletes all the contract line outcome data records associated with it. You can view the details of a contract line outcome to check the compliance of your service contract. The contract line outcome’s automated process performs data capturing according to the criteria, frequency, and calculation method that you define. It then evaluates the compliance of the service contract. The Compliance Status field indicates whether the contract is compliant. After data capturing is complete, the next data capture date is shown according to the capture frequency that you define. Contract line outcome data records are created as part of the contract line outcome’s automated process of data capturing. These records include the captured data information and the calculation value for a specific data capture run on a specific date. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can delete a contract line outcome data record only if the associated contract line outcome’s end date has passed. # Create Criteria-Based Maintenance Create recordset filter criteria using standard or customized fields on assets to identify thresholds that trigger maintenance work. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update recordset filter criteria

View, create, and edit on Service Appointments, Shifts, Recordset Filter Criteria, and Recordset Filter Criteria Rules

AND

Delete on Recordset Filter Criteria Rules

View access on the Source Object, Filtered Object, and Filtered Object fields
1. From the App Launcher, click **Recordset Filter Criteria**. 2. Click **New**. 3. Enter a name and description for the criteria. 4. Add filter conditions: 1. To define if the criteria is valid if all conditions are true or at least one of the conditions is true, select a **Logical Operator**. 2. Select the criteria field, operator field, and fill in the value field. The **Value** input changes depending on the asset field that you choose. For example, picklist fields show the list of available choices. 3. To add another condition, click **\+ Add Condition**. Continue adding criteria rules as needed. 5. **Save** the filter criteria. 6. Create a criteria-based maintenance work rule: 1. In Maintenance Work Rule Type select Criteria-based. 2. In Recordset Filter Criteria, search for and select the recordset filter criteria to use. 3. Complete the remaining maintenance work rule details as appropriate. 4. Save your changes. - **[Guidelines for Criteria-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create_any_criteria.htm&release=264.0.0&type=5)** To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance work rules for maintenance assets. ## Guidelines for Criteria-Based Maintenance To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance work rules for maintenance assets. Watch the video to see how to use maintenance work rules to generate work orders and schedule preventive maintenance based on asset usage. Watch the video to see how to define maintenance work rules based on product characteristics and maintenance conditions. ### Next Work Order Generation Criteria-based maintenance work rules behave as though **Generate new batch upon completion** is set. This behavior applies to the generation of work orders, and, when one work order line item per asset is selected, work order line items. If an incomplete work order is created from a criteria-based maintenance work rule, no new work orders are created until the active work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or Closed. After the work order is completed, if the criteria are still true at the next work order generation, a new work order is generated. For example, take a filter with the rule that cumulative downtime is greater than or equal to 1,000 hours. If the cumulative downtime value moves from 982 to 1,024, a work order is created. After that work order is completed, because cumulative downtime is still greater than 1,000, a new work order is created. If **One work order line item per asset** is selected on the maintenance plan, this example applies in the same way to work order line item generation. ### Sort Order The effect of sort order on criteria-based maintenance work rules is independent of sort order on calendar-based maintenance work rules. For example, a criteria-based maintenance work rule with sort order 1 and a calendar-based maintenance work rule with sort order 2 generate work orders, although they have the same suggested maintenance date. # Create Custom Actions for the Field Service Classic Dispatch Console Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To define, edit, delete, set security, set version settings, and run tests for Apex classes: Author Apex
To create and edit Visualforce pages: Customize Application
To create custom permissions: Manage Custom Permissions
To add custom actions to the Classic Dispatch Console: FSL Admin permission set
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can add custom actions to several areas in the Classic Dispatch Console: - Individual or multiple appointments in the appointment list - Individual or multiple appointments in the Gantt - Individual service resources or resource absences in the Gantt - Polygons on the map (the action runs on the appointments within a polygon) For example, create an action that does one of the following things: - Calls an Apex class that reassigns all selected service appointments to a different service resource - Opens a Visualforce page where the dispatcher can update the Earliest Start Permitted on all appointments within a polygon—for example, if the polygon represents a flood in the service territory 1. Decide what you want your action to do and where it appears on the Gantt. 2. Create an Apex class or Visualforce page to connect to an action. Apex classes or Visualforce pages intended for custom Classic Dispatch Console actions must be configured a certain way. For details, see [Code Samples: Custom Classic Dispatch Console Actions](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_code_samples_dispatcher.htm). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important - Including flows or Lightning web components via Lightning Out in Visualforce pages isn’t supported. See [Lightning Out Considerations and Limitations.](https://developer.salesforce.com/docs/platform/lwc/guide/lightning-out-considerations.html) - Using iframes in Visualforce pages isn’t recommended. It can cause Content Security Policy (CSP) violations. 3. Create and assign a custom permission to limit who sees the action, or select an existing permission to use. 4. From the App Launcher, find and open the **Field Service Admin** app. Click the **Field Service Settings** tab, and then click **Dispatcher Console UI** > **Custom Actions**. 5. In the left-hand column, select an action category to define the location and breadth of the action. 6. Click **New Action** and enter your details. - **Label in Classic Dispatch Console**: Enter the action label that dispatchers see in the Classic Dispatch Console. - **Action Type**: Select Apex Class or Visualforce. - **Apex Class**: If you selected Apex Class as the type, select the Apex class that you want the action to call. - **Visualforce Page**: If you selected Visualforce as the type, select the Visualforce page that you want the action to open. - **Required Custom Permission**: Select the custom permission that users must have to see the action. - **Icon**: Select an icon to display next to the action label. 7. Click **Save**. 8. Optionally, reorder the actions in the action category you selected. Custom actions appear in this order in an action list after standard actions. When you create or edit a custom action, the Gantt must be refreshed for the changes to take effect. # Create Custom Appointment Icons Add custom icons to service appointments on the Field Service Gantt, map, and appointment list so dispatchers can quickly identify appointment characteristics. For example, use a custom icon to indicate that an appointment is for a VIP or first-time customer. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create a custom Gantt icon:

One of the following:

  • Custom permission set: FSL Admin Permissions
  • Custom permission set: FSL Dispatcher Permissions
  • Read and Edit on service appointments
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Gantt is chock-full of information. Icons are a great way to share information without cluttering your screen. While icons are set at the individual appointment level, you can set up triggers to populate the Gantt Icon field on appointments of a certain type. 1. Add the Gantt Icon field to service appointment page layouts. 2. Navigate to the service appointment that needs the icon. 3. In the Gantt Icon field, enter an icon URL. The URL must end in an image suffix, such as .png or .gif. We scale the image to 16 x 16 pixels, so square images look best. 4. Save your changes. Dispatchers can see the icon on the appointment in the Gantt and the Classic Dispatch Console map. Images with a transparent background appear with a white background. In the appointment list, you can also include columns that show Gantt or custom icons. For example, set up a formula field that selects an icon image. Add the fields to show in the Service Appointment List Columns field set. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Add an ice cream icon to an appointment that’s next to your favorite ice cream shop. Find a URL that leads to an ice cream icon, and paste the link into the appointment’s Gantt icon field. (Of course, we recommend scheduling a snack break after the appointment.) ![Gantt Icon link](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_gantt_icon_link.png) ![Icon on Gantt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_gantt_icon.png) #### See Also - [Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list.") # Create Custom Appointment List Filters Create custom filters in Field Service to control which appointments appear in the Classic Dispatch Console service appointment list. Base your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To configure the Field Service managed package: Customize Application
To assign a permission set license: Manage Users
To create a permission set: Manage Profiles and Permission Sets
To create, edit, and delete custom filters:

Field Service Dispatcher or Field Service Admin custom permission sets

AND

Create Filter custom permission
To share personal custom filters and edit and hide public custom filters:

Field Service Dispatcher or Field Service Admin custom permission sets

AND

Create Filter custom permission

AND

Publish Filter custom permission
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Click **Dispatcher Console UI** and select **Enable Custom Filters**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The custom filters feature replaces the appointment list’s original custom list view functionality. Enabling custom filters removes any existing custom list views. 2. To open the Classic Dispatch Console, from the App Launcher, find and open the **Field Service** app. 3. To the right of the filter dropdown menu, click the **Manage Filters** icon and select **New**. ![Manage Filters Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_manage_filters_icon.png) 4. Add a filter name and description. 5. Choose whether the filter displays appointments based on the number of days before and after the horizon date, or appointments currently shown on the Gantt (similar to the Gantt standard filter). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The horizon date related to the selected date properties and the Earliest Start Permitted, Due Date, Arrival Window Start, Arrival Window End, Scheduled Start, and Scheduled End fields. - Standard filters let you set the scheduling window limit and the number of days up to and including the selected horizon date. The default value is 14 days. - Custom filters let you specify how many days to display before and after the horizon date. 6. Add criteria to your filter. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Gantt Filter field set on the service appointment object controls which fields are shown. Only standard and custom service appointment fields, including picklists, are supported on the service appointment object, picklist values of other objects aren't supported. Multi-select picklist fields aren’t supported. 7. To filter appointments that are causing rule violations, add the Rule Violations criteria to your filter. To exclude rule violators, add Rule Violations Equals False. To include rule violators, add Rule Violations Equals True. 8. Adjust [filter logic](https://help.salesforce.com/s/articleView?id=analytics.filter_logic.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To dynamically consider date and time fields, use formula fields. For example, Due date in 2 days Equals True. 9. Under Fields to Display, select fields to show in the appointment list when the filter is applied. 10. To publish or share your filter, select **Make this filter available for all users**. When a custom filter is made public, it’s shared with the All Internal Users public group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you select this option, your custom filter isn’t shared with Experience Cloud site users. To share custom filters with Experience Cloud site users, create other sharing rules for them. 11. Click **Save**. The filter is created and the appointments are displayed. The filter appears in the filter list in the Custom Filters section. 12. To edit a selected filter, click the **Manage Filters** icon and select **Edit**. 13. To hide a public custom filter, click the **Manage Filters** icon and select **Hide**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Admins can expose hidden filters by editing the custom filter record itself and setting Hidden to false. Considerations - The maximum number of days before and after the horizon date is 30 days. - To avoid performance issues, we recommend keeping the number of fields on the Gantt Filter page layout below 15. - All users have access to the standard filters provided with the managed package, but you can hide them. Remove the appropriate custom permission from the user profile or assigned permission set. The All Service Appointments list can’t be hidden and is always available in the Classic Dispatch Console service appointment list. - If only certain users need access to a custom filter, share the custom filter record with the public group or users. For example, if only San Francisco dispatchers need access to the “Bay Area Emergency Work” custom filter, create a private custom filter. Then, share “Bay Area Emergency Work” with the San Francisco public group using standard sharing. #### See Also - [Filter the Gantt in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_filter.htm&release=264.0.0&type=5 "Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization, hours, and other features.") - [Filter the Field Service Gantt by Service Territory](https://help.salesforce.com/s/articleView?id=service.pfs_territory.htm&release=264.0.0&type=5 "The Gantt territory filter controls which appointments are shown in the Gantt and appointment list. In a field service operation with numerous service territories, the faster you can control which territories are shown, the better!") # Create Custom Assignment Rules for IT Services Create the assignment rules for incidents, problems, change requests, releases, and service requests. Configure the criteria for assigning the record and make the assignment rule the default rule for the object type for efficient IT service delivery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Create the queues to assign the record before creating assignment rules. You can either [create queues manually](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) or [set up omnichannel routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5 "Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.") to create associated queues to further route records to support reps. 1. Create the Assignment Rule. 1. From the Salesforce Go page, go to the Features tab, search for and select Assignment Rules for IT Service. 2. In the Configure Assignment Rules Using Expression Sets section, click **Go to Business Rule Engine**. 3. On the IT Services Assignment page, select **New**. 4. Enter a name for the assignment rule and review the autopopulated API name. 5. From the **Applies to** list, select the correct context definition. For IT Services, select from: - IncidentCtxtDef - ProblemCtxtDef - ReleaseCtxtDef - ChangeRequestCtxtDef - ServiceRequestCtxtDef To use custom fields from incident, problem, release, change request, or service request records in assignment rules, clone the corresponding context definition and add the custom fields as nodes. Then select the cloned context definition when you create the assignment rule so that the custom fields are available as variables in the Expression Set Builder. See [Clone a Context Definition](https://help.salesforce.com/s/articleView?id=ind.context_service_clone_context_definitions.htm&type=5&language=en_US). 6. Save the rule. 2. Configure the logic for the assignment rule. 1. Open the assignment rule from the IT services console app. 2. Select the version of the assignment rule you want to modify. 3. Define the criteria for the assignment rule. 4. Use elements such as **Assignment Criteria**, **Assign to Queue**, and **Assign to User** to create your rule logic. 5. Save the assignment rule. 6. Select **Simulate** to test the output of the assignment rule. 7. Go to **Assignment Rule Properties** from the sidebar. 8. Enter the rank for the assignment rule. 9. Activate the assignment rule. 10. Save the changes. 3. Set a default assignment rule. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example You want to define an assignment rule that sends critical and high priority incidents to the high priority incident queue, major incidents to the major incident queue, and all other incidents to the incident queue. Here’s how you can define the logic. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This example assumes you have created queues for High Priority Incidents, Major Incidents, and Incidents. 1. In the Expression Set builder, add an **Assignment Criteria** element. 2. Use the List Filter to define these assignment conditions: 1. From the Filter Condition Requirements dropdown, select **All Conditions are Met (AND)**. 2. Select the resource type as **Incident\_IsMajorIncident\_\_std**. 3. Select the operator as **Equals**. 4. Select the value as **True**. 3. Click **Add Element** and then click **Assign to a Queue**. 4. Select the **Major Incident** queue. 5. Similarly, add these assignment criteria elements below the first one in the specified order:
Assignment Criteria 1
Filter Condition Requirements:

Any Condition Is Met (OR)

Condition 1:

  • Resource: Incident_Priority__std
  • Operator: Equals
  • Value: High

Condition 2:

  • Resource: Incident_Priority__std
  • Operator: Equals
  • Value: Critical
Assign to a Queue: High Priority Incident
Assignment Criteria 2
Filter Condition Requirements:

All Conditions Are Met (AND)

Condition:

  • Resource: Incident_IncidentNumber__std
  • Operator: Is Not Null
Assign to a Queue: Incident
The assignment rule runs when a new incident is created and evaluates the conditions from top to bottom. In case multiple conditions are true, the first condition is executed. ![Example assignment rule in Expression Set builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_create_assignment_rules.png) # Create Custom Context Variables Context variables for the contact are included, but you can create any type of context variable to use in your bot implementation. Use context variables for product names, store locations, referral URLs, or items in a customer’s shopping cart. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Custom context variables can be linked to multiple channels and objects. The Chat channel can map to the LiveChatTranscript object and the Messaging Channels can map from either the MessagingSession or MessagingUser objects. Deleting mappings on custom context variables affect functionality. We recommend that you note where custom context variables are used to prevent data loss or showing merged fields inside a conversation. 1. Start with a deactivated bot. If your bot is active, click **Deactivate**. 2. In the Bot Builder menu, select Variables. 3. To create a variable, click **New**. Set the type to Context and give it a name and Data Type. Save your changes. ![Create a custom context variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_custom_context_variable_create.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Custom context variables must have a Data Type of Text, Number, or ID. 4. To open the variable detail page, click the variable name. To create a variable mapping, click **New**. 5. To map to the variable, select the Channel and the Field. Save your changes. The mapping shows with the channel and the API name of the mapped field. ![Create mappings to your custom context variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_custom_context_variable_mapping.png) # Create Custom Fields Integrate custom fields in the Asset object for accurate asset usage tracking and optimized predictive capabilities. These fields provide vital data for the AI model, leading to more precise future asset utilization predictions. ## Leverage Custom Fields for Enhanced Asset Service Prediction For the highest quality model performance, include fields that comprehensively illustrate how an asset is used. This rich dataset can be populated either through the Ingestion API or by creating corresponding custom fields. The mapping of these custom fields is a manual process within the data stream. - **Navigate to CRM Asset Object**: In the Object Manager, go to the CRM Asset object, and then go to **Fields and Relationships**. - **Create Essential Fields**: Create the following two critical fields: - **TotalUsage**: This field should be of the Number data type to record the cumulative usage of the asset. - **TotalUsageUOM** (Unit of Measure): This field should be of the Text data type to specify the unit of measure for TotalUsage such as hours, miles, and cycles. - **Ensure Data Accuracy and Mapping**: To guarantee the accuracy of your data, include all existing relevant fields in your data source. Subsequently, map these fields to their corresponding usage fields within the Data Model Object (DMO). This comprehensive mapping ensures that all pertinent data contributes to the AI model's training and predictive accuracy. Following the **One-click** action, a manual refresh of the data stream is necessary to ensure the integrity and accuracy of the mapped data. ## Standardize Units of Measure for Usage Fields Consistency in the unit of measure for all usage fields is crucial. Discrepancies in predictions can arise if different units are used. It’s essential to convert all units to a single, unified measure to ensure data uniformity. # Create Custom Fields on Knowledge Articles for IT Services Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create custom fields: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you deploy one of the solution bundles for Agentforce IT Service, the custom fields are automatically created during the installation. 1. In Setup, find and select **Object Manager**. 2. Find and select the **Knowledge** object. 3. Select **Fields & Relationships**. 4. Select **New**. 5. Select **Text Area (Rich)** and then click **Next**. 6. Enter Root Cause as the field label. 7. Enter Root\_Cause as the field name. 8. Select **Next**. 9. Set access to the field based on the profile of the user. Choose from: - Visible - Read-Only 10. Select **Next**. 11. To make the field visible for article type, select **Knowledge Layout** as the page layout name. 12. Select **Save and New**. Similarly, create these fields. | Field Label | Field Name | Data Type | | --- | --- | --- | | Workaround | Workaround | Rich Text Area | | Issue | Issue | Rich Text Area | | Resolution | Resolution | Rich Text Area | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note [Predefined Prompt Templates for Einstein Knowledge Creation for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_prmpt_tmplts.htm&release=264.0.0&type=5 "Default Knowledge Creation prompt templates for incidents and problems help your IT teams draft contextual knowledge articles swiftly and consistently. The templates define how a large language model (LLM) generates content by specifying the article's structure, instructions, and source data. For change requests, create a template by using the sample prompt.") use the field names for Root Cause, Workaround, Issue, and Resolution as mentioned here. If you want to use different names, [modify the prompt templates accordingly.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_tmplts_edit.htm&release=264.0.0&type=5 "Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM).") Creating these custom fields will be useful in other operations, such as [Configure Known Error Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_known_error_articles.htm&release=264.0.0&type=5 "Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution.") and [Configure Knowledge Creation with Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_configure.htm&release=264.0.0&type=5 "Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request."). # Create Custom Fields on Messaging Session Add custom fields to the Messaging Session object to store context variables, such as the campaign ID, Service Campaign Member ID and agent prompt messages. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
User Permissions Needed
To create or change custom fields: Customize Application
To access Object Manager: View Setup and Configuration
Custom fields on the Messaging Session object hold the metadata for proactive interactions. These fields ensure that the Agentforce Service agent knows which specific campaign a customer belongs to and what troubleshooting steps to follow. 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. 2. On the Object Manager page, use the internal Quick Find box to search for Messaging Session, and then click **Messaging Session** to open its detail page. 3. From the left menu, click **Fields & Relationships**. 4. Click **New**. 5. Create three fields to store your tracking data, including a text field for the Service Campaign ID, a text field for the Service Campaign Member ID, and a long text area field for the Service Agent prompt. You can customize these names based on your business needs. 6. Set the Field-Level Security to be visible for your administrator and agent profiles. 7. Save your changes. #### See Also - [Create a Custom Field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&language=en_US) # Create Custom Prompt Templates for Knowledge Creation You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage prompt templates in Prompt Builder:

Prompt Template Manager permission set

  • Manage Prompt Templates
  • Execute Prompt Templates

OR

Customize Application permission set
Knowledge Creation includes two standard templates: Create Knowledge Articles From Case and Create Knowledge Articles From Messaging Session. To create a custom template, open a standard template, save it as a new version, and edit it for your scenario. You can also build a template from scratch. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important To use the standard templates for Knowledge Creation, first set up [Einstein Work Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&type=5&language=en_US) and [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&language=en_US&type=5). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note By default, the standard templates are inactive. Activate them before reps can use it. 1. To customize a standard template: 1. Go to **Prompt Builder**. 2. From the Prompt Builder setup page, open a standard template: **Create Knowledge Articles From Case** or **Create Knowledge Articles From Messaging Session**. 3. Save the template as a new version. 4. Edit the instructions, grounding record, or data sources for your scenario. 5. Save and activate the template so reps can use it. 2. To create a template from scratch: 1. On the Prompt Builder setup page, click **New Prompt Template**. 2. In the New Prompt Template window, select **Knowledge Generation** as the **Prompt Template Type**. 3. Enter the **Prompt Template Name**. The API name populates automatically. 4. Enter the **Template Description**. 5. Select the **Grounding Record** for the template, such as Case or Incident. 6. Optionally, add up to five data sources, such as related files or lists, to include with your prompt instructions for more context. 7. Click **Next**, and then write your instructions in plain language. Describe how you want the article written. 8. Save and activate the template so reps can use it. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip You can create multiple templates for the same record type to cover different scenarios. Give each one a clear name, because that's what reps see when they select one. - **[Set Up Subagent for Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_subagent_setup.htm&release=264.0.0&type=5)** Add the Knowledge Article From Template subagent to your employee agent so reps can create Knowledge articles conversationally through Agentforce. The Knowledge Article From Template subagent includes the Create Knowledge Article From Template action. # Create Custom Record Types for IT Service Knowledge Articles Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create record types: Customize Application
For your IT Service setup, we recommend creating these record types. - Known Errors: To document problems with root causes and workarounds - Troubleshooting Guide: For diagnosing and resolving issues - How-To Articles: Step-by-step instructions for completing tasks 1. In Setup, find and select **Object Manager**. 2. Find and select the **Knowledge** object. 3. Select **Record Types**. 4. Select **New**. 5. Enter Known Error as the record type label, and Known\_Error as the record type name. 6. Select **Active**. 7. Make the record type available for desired profiles based on your company's needs. 8. Select **Next**. 9. Select **Knowledge Layout** as the layout for all profiles. 10. Select **Save & New**. Similarly, create these record type labels and names. | Record Type Label | Record Type Name | | --- | --- | | Troubleshooting Guide | Troubleshooting\_Guide | | How-To Articles | How\_To\_Articles | # Create Custom Report Types for Omni-Channel Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel and manage apps. Customize Application
Reports can connect the AgentWork object to these objects: - Case - MessagingSession - Voice - Lead - WorkOrder You can place these reports on Command Center for Service tabs ![Creating a new custom report type with Agent Work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agentwork_report_type_01.png) #### See Also - [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) - [Create Custom Tabs for Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") # Create Custom Reports with the Case Milestones Report Type Create custom reports for cases with or without milestones from scratch to suit your business needs with the Case Milestones report type. This report type helps you generate reports related to case milestone fields, enabling you to track and analyze SLA violations and entitlements efficiently. This report type also helps you analyze how an SLA has performed in the past, so you can make decisions more easily. ### Required Editions
View supported editions.
User Permissions Needed
To create or update custom report types: Manage Custom Report Types
1. From Setup, enter Report Types in the Quick Find box, then select **Report Types**. 2. On the Report Types page, click **New Custom Report Type**. 3. Under Report Type Focus, select **Case Milestones** as the primary object. 4. Enter Identification information. 5. Click **Next** and then **Save**. 6. To edit the properties of this report type, under Fields Available for Reports, click **Edit Layout**. 1. To add fields to the report type, click **Add fields related via lookup**. 2. To create another section in this report type, click **Create New Section**. Name the section and click **OK**. 3. To add fields to the new section, drag fields from the Case Milestones list. 4. To set a field as default, click the field from the available list. Select the **Default Column** checkbox and then click **OK**. 5. Save the properties. 7. To generate custom reports by using this report type, from the App Launcher, go to **Reports**, and then select **New Report**. 8. Select the report type you created by using the **Case Milestones** object and save. # Create Custom Tabs for Command Center for Service Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
These instructions refer to both pages and tabs, depending on the page you’re viewing, but they mean the same thing here. 1. From Setup, in the Quick Find box, enter App Builder, and then select **Lightning App Builder**. 2. On the Lightning App Builder page, click **New**. 3. In the Create a new Lightning page panel, select **Command Center for Service Page**, and then click **Next**. 4. Enter a label for the new Supervisor page, and then click **Next**. 5. Select a template such as One Region, and then click **Next**. 6. Drag a component onto the page layout. Repeat for all the components you want on the Command Center for Service tab. 7. Modify any components as needed. For example, if you’re showing a report on the tab and have many kinds of reports, modify a report component to show the report you want. 8. Save your changes. 9. Click **Activate**. You can also click **Not Yet** and activate the page later in the App Builder toolbar. 10. From Setup, in the Quick Find box, enter Supervisor Configurations, and then select **Supervisor Configurations**. 11. Click **New** to create a supervisor configuration or click **Edit** next to a supervisor configuration you’re using. 12. Scroll down to the Define Visible Tabs section. Your new page is visible under Available Tabs. 13. Move the new page from Available Tabs to Selected Tabs. If you like, move it up, so it appears earlier on the tabs bar in Supervisor. 14. Click **Save**. 15. In Command Center for Service, refresh the page to see your new tab. #### See Also - [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5 "Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.") - [Get to Know the Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_tabs_intro.htm&type=5&language=en_US) - [Lightning Page Types](https://help.salesforce.com/s/articleView?id=platform.lightning_page_types.htm&type=5&language=en_US) # Create Customer Flows for Enhanced Chat Enhanced Chat offers a powerful method to gather pre-chat details from your customer before the service rep connects. Standard Pre-Chat form fields you select, such as first name and last name, and new custom fields like account numbers, drive the experience. Here’s an example of how to create your first customer flow for efficient conversations. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up Omni-Channel Flow and Enhanced Chat: Customize Application
To modify permission sets and profiles: Manage Profiles and Permission Sets
Before getting started, let’s review how data passes through a messaging channel in a customer flow. This diagram shows each stage of the process. A customer requests a messaging conversation and provides their contact info and other details in a Pre-Chat form. Their form-field inputs travel in your new messaging channel and are mapped as parameters. The flow you define guides where the inputs go, such as an email address or an order number. A service rep connects with specific information about the customer at their fingertips. Optionally, a new Salesforce record can be created or updated as part of your enhanced flow ![diagram of customer data flow for pre-chat values.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_data_flow_diagram.png) Set Up Enhanced Chat If you’re new to messaging, read the requirements and then follow the steps to [Prepare a Salesforce Org for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5 "Build a strong foundation for your new messaging channel and deployment.") with Omni-Channel, Omni Flow, and a new Messaging channel. Then configure your [Enhanced In-App Chat](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_mobile.htm&release=264.0.0&type=5 "Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it.") or configure your [Enhanced Web Chat](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&release=264.0.0&type=5 "Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security."). Create a Pre-Chat Form Decide on the combination of standard and custom fields, which link as parameters to your flow. Pick the standard fields for your use case. If you need [specific information](https://help.salesforce.com/s/articleView?id=service.planning_checklist.htm&release=264.0.0&type=5 "Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience.") for your service reps, create your own custom fields. We recommend a maximum of 5-6 total fields. | Standard Field choices | Custom Field Examples | | --- | --- | | First Name | Account Number | | Last Name | Order Number | | Email | Service Request | | Subject | Your Custom Requirement | Follow these steps to create your Pre-Chat form. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then click to select. 2. Find your deployment and select **Edit**. 3. From the Deployment Settings page for your new web or mobile deployment, select **Add Pre-Chat**. ![Embedded Service Deployment Settings page with Edit Pre-Chat highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_settings_prechat.png) 4. For this example, use **Add Field** to select **First Name** and then **Last Name**, which are standard fields. ![Pre-Chat Form editor page with Add Field dropdown menu highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_visible_fields.png) 5. Save your work. 6. To add your custom field, you first must create a custom parameter in Messaging Settings. This process sets a **Channel Variable Name**, which you need for your Pre-Chat form. 7. From Setup, in the Quick Find box, enter Messaging Settings, and then click to select. 8. Find the **Messaging Channel Name** that you set up for your Enhanced Chat deployment from the list and select it. 9. In the Custom Parameters section, click **New**. 10. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note String is the only option for Data Type. While the pre-chat form allows you to display text, email, phone, number, and checkbox fields, a flow automatically converts them to string fields. If you use a flow to populate another record with the output of a pre-chat form field, the output renders as a string field. While most letters, numbers, and special characters allowed by the original field type are also allowed by a string field, you notice slight differences. For example, the flow converts a checkbox field to a string statement of “true” or a string statement of “false” in the resulting flow output. Name your parameter CustomerAccountNumber, select the type, and character maximum limit for your customer’s input. ![New custom parameter modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_1.png) 11. Save your work. 12. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then click to select. 13. Return to your previous deployment settings page and edit the Pre-Chat form. 14. From the **Add Field** list, select **Custom**. 15. In the New Custom Field window, select **Field Type** and **Text** for your customer account number field. Find the **Channel Variable Name** that you set in Messaging Settings, `CustomerAccountNumber`, and select it. ![New custom field modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_2.png) 16. If you want the customer to complete the fields, check the **Required** box. 17. Review the Pre-Chat form order, set the toggle to **Active**, and save your work. Parameters are the connection points between your pre-chat form and the flow. To map your standard and custom Pre-Chat field values, follow these steps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To create a custom label for pre-chat fields, return to the deployment settings page and select the Custom Labels section. Find your custom field in the **Label Group** Pre-Chat. All custom fields require a custom label because there’s no default label. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important To use the Custom Label panel, the admin must authorize a logged-in user as a translator in the Salesforce User language and the translated label language. Then, the user can customize the words or phrases. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you edit a deployment, you must click the Publish button on the Embedded Service Deployment Settings page. The changes can take up to 10 minutes to complete. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then click to select. 2. Find the **Messaging Channel Name** you set up for your Messaging for In-App or Web deployment from the list and select it. 3. In the Parameter Mapping section, click **New**. 4. In the **Parameter** field, select an item for your Pre-Chat form. 5. Add a **Flow Variable Name** that describes the action. The Flow Variable Name matches what you use for Omni-Flow. ![New parameter mapping modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_3.png) 6. Save your work. 7. Continue the process with each standard and custom field in your Pre-Chat form. When finished, you have a parameter mappings list. ![Your Parameter Mappings list shows all your Parameters and Flow Variable Names.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_mappings_list.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Standard Parameter API Names, such as first name and last name, have an underscore and no spaces. For example, `_FirstName` and `_LastName`. Custom Parameters don’t have underscores. Return to the Omni-Channel Flow that you created when you set up your [Salesforce org](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5 "Build a strong foundation for your new messaging channel and deployment."). Previously, you selected the Route To Queue action to direct a customer request to the right queue. In this section, we add one more element to store your pre-chat fields. Before starting, you must create three custom fields on the Messaging Session object, `FirstName`, `LastName`, and `CustomerAccountNumber`. See [Create Custom Fields](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Flows, and then click to select. 2. Find and select your previous flow from the list. 3. Add an input variable for each pre-chat field. The **API Name** must be identical to the **Flow Variable Name** from Parameter Mappings. The variable must be **Available for input**. ![New Resource modal to add input variable for each pre-chat field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_new_resource.png) 4. Create an **Update Records** element before the Route Work element in your flow. Select **Specify conditions to identify records and set fields individually**. Select **Messaging Session** as the object. In the **Filter Records** section, filter based on the **recordId** value. ![New Update Records modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_new_update_records.png) 5. **Set the Field Values for the Messaging Session Records** so that the fields match the custom field names, which in this case is associated with the Messaging Session. ![Edit Update Records window with Set Field Values for the Messaging Session Records highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_session_records.png) 6. The **Value** matches the input variables for the flow. 7. Click **Done**. The complete flow looks like this. ![Diagram of the final Omni-Channel Flow with Route to Queue and End.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_omni_final.png) With this flow, a service rep sees the customer’s pre-chat inputs of first name, last name, and customer account number in the session record as they connect. # Create Data Categories for Articles, Answers, and Ideas Data categories are used in Salesforce to organize and control access to groups of information. Data categories are used in Salesforce Knowledge, Ideas, Answers, and Chatter Answers. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
- **[Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5)** Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas. - **[Data Category Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5)** Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see. # Create Data Streams Create data streams to pull information from your Salesforce org into Data 360 using the deployed Service bundle. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
User Permissions Needed
To create a data kit: Data 360 Architect
To access Data 360 Setup System admin profile OR Data 360 Architect permission set
1. From the App Launcher, find and select **Data 360**. 2. In Data 360, go to the **Data Streams** tab and click **New**. 3. Select the **Salesforce CRM** data source and click **Next**. 4. Select your connected Salesforce org. 5. Select **Data Bundles**, select the **Service data bundle**, and click **Next**. 6. Select the default data space and click **Next**. 7. Deploy your data stream # Create Data Streams and Data Lake Objects Create data streams and data lake objects (DLO) to connect and associate your data with the information that is stored in Data 360. This process creates a unified view of your service history for better analysis and insights into your service operations. To ensure a smooth setup, confirm the following: - **Default Namespace**: Ensure your Data Lake Objects (DLOs) and Data Model Objects (DMOs) are in the default namespace to simplify mapping. - **Data Scope**: Configure your process to include all new and closed repairs. You can filter out work orders related to routine preventive maintenance. - **Multiple Data Sources**: If bringing in data from more than one org, remember to set up fully qualified keys to keep your records distinct. Learn more about [keys](https://help.salesforce.com/s/articleView?id=data.c360_a_fully_qualified_keys.htm&type=5&language=en_US). ## Set Up Data Streams Data streams are the pipelines that bring your source data into Data 360. - Create data streams for your Asset, Work Order, Work Type, and other related objects. - Once created, update your input data sources to use these new streams. If a stream uses data from a single org, you can keep the name simpler by omitting the org prefix. Learn more about [CRM data streams](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&type=5&language=en_US). ## Create the Asset Service Action Data Lake Object (DLO) Create the core objects using the pre-configured data kit. Learn more about [batch transforms](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_run.htm&type=5&language=en_US). - In Data Cloud, on the Data Transforms tab, click **New**. - Select **Create from a Data Kit**, and click **Next**. - Select the **Create Asset Service Action BDT**. - Click **Create**. This action builds the Batch Data Transform (BDT) and its associated Data Lake Object (DLO) for you. - Run the batch data transform. For more information, see [Run Batch Data Transforms](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_run.htm&type=5&language=en_US). ## Configure the Asset Service Action DLO After you create the objects, review and configure the DLO. - From App Launcher, select **Data Cloud** and click **Data Lake Objects**. - Find the DLO that you just created. - Confirm or set the following names: - Data Lake Object Name: Asset Service Action - Data Lake Object API Name: AssetServiceAction - Review the standard fields and add any custom fields your analysis requires. ## Map Your Data Fields This crucial step tells Data 360 how to connect fields from your source DLOs to your target DMO. Go to the Data Streams tab, search for and click the data stream you want to map, and click **Start Data Mapping**. - If the field names in your source data match the API names in the target DMO, Data 360 can map them automatically. - In the Batch Data Transform, map the required source fields. Use the **Rename Column** function for any source fields that do not match the target DMO field names. These field mappings are required:
Source Data (from DLOs) Target DMO Field
Work Order or Case Data
Work Order/Case ID Id
Repair Status Status
Repair Start Date StartDate
Repair End Date EndDate
Record Creation Date CreatedDate
Repair Type ID (WorkTypeId) AssetServiceTypeIdentifier
Repair Type Name (WorkType.Name) AssetServiceActionType
Asset Data
Asset ID AssetId
Product-related fields SKU, Family, Product2Id
Asset Install Date InstallDate
Asset usage and unit of measure fields Usage, UnitOfMeasure
## Run and Verify Your Work With the mapping complete, process the data and check the results. - Click the **Data Transforms** tab. If the Data Transforms tab isn’t visible, click the **More** tab and select **Data Transforms**. - On the Recently Viewed screen, click the triangle to the right of the batch data transform name you want to run, and select **Run Now**. - Verify that the Asset Service Action DLO is correctly mapped to the Asset Service Action DMO within the transform. If you added custom fields, ensure they are also created in the DMO and included in the mapping. Inspect the results using the Data Explorer. Check that the Asset Service Action DMO is populated with data and that key fields are accurate. For more information, see [Map Data Model Objects](https://help.salesforce.com/s/articleView?id=data.c360_a_map_custom_data_model_objects.htm&type=5&language=en_US). # Create Data Streams for Conversation Transcripts To analyze conversation transcripts, it’s important that you have conversation-related data in Data 360. To import this data, you can create data streams using Conversation, Conversation Participant, Participant, Messaging Session, Voice Call, Conversation Entry, and Related Records objects. Methods below describe how you can access these objects to get conversation-related data and create data streams. ## Method 1: Create Data Streams Using Data Kit If you aren't using enhanced channels, use this task to get your data. The conversation-related data is present in Conversation, ConversationParticipant, Participant, MessagingSession, and VoiceCall objects. To create data streams, use these objects. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You are required to have the necessary permissions to use this feature. If you are facing issues, see: - [Insufficient Privileges. Voice Call Object Unavailable.](https://help.salesforce.com/s/articleView?language=en_US&id=004269004&type=1) - [Known issue and its workaround](https://help.salesforce.com/s/issue?id=a028c000010EhRD). - [Sales and Service Bundle Data Mappings](https://help.salesforce.com/s/articleView?id=data.c360_a_sales_service_bundle_data_mappings.htm&type=5&language=en_US). 1. In Data Cloud, go to the **Data Streams** tab. 2. Click **New** and then select Salesforce CRM. 3. Click **Next**. 4. Click **Digital Engagement Bundle** and then click **Next**. ![digital\_engagement](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/digital_engagement.png) 5. Select the fields of digital engagement objects as required. The fields you require are from [Conversation](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversation.htm), [Conversation Participant](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationparticipant.htm), [Participant](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_participant.htm), [Messaging Session](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm), or [Voice Call](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm). 6. Click **Next**. 7. Hover over the data stream name and click the pencil icon to change the name. By default, the selected digital engagement objects are suffixed with \_home to name the data stream. ![data\_stream\_name](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/data/data_stream_name.png) 8. Click **Deploy**. The data streams for selected objects are deployed and are visible under the Data Streams tab. For each data stream, you can review the data mapping to verify their correctness. ## Method 2: Create Data Streams for Conversation Entry and Related Record If you are already using enhanced channels, the actual messages exchanged in a conversation are stored in the Conversation Entry object. To create data streams, use Conversation Entry and Related Record objects to get conversation-related data. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you are using a companion org connected to a home org with Data 360, see [Access Conversation Transcripts via a Companion Org](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_share_1.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Conversation Transcripts and select **Conversation Transcripts** on Data Cloud. 2. From the dropdown, select the appropriate data space to which you want to associate Data Streams in Data 360 for sharing conversation transcripts. For more information on data spaces, see [Data Spaces](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces.htm&language=en_US). If you don't select any value from the dropdown, the default data space gets selected automatically. 3. Click **Enable**. A message indicates that conversation transcript access is enabled, and the required data streams have been created successfully in Data 360. ## Verify and View Data 1. From the App Launcher, find and select **Data Cloud**. 2. Click the **Data Streams** tab to view the data streams created. 3. Verify that two data streams with name CONVERSATION\_ENTRY\_ and RELATED\_RECORDS\_ appear. Your transcript is available as part of the entry\_payload field/column in CONVERSATION\_ENTRY\_ Data Lake Object (DLO), or as the payload field/column in the Conversation Data Model Object (DMO) that contains a stringified JSON. Inside this JSON, the `Object["abstractMessage"]["staticContent"]["text"]` key, contains your transcript. In the below example, **I AM THE TRANSCRIPT** represents your transcript. `{"entryType":"Message","id":"b2a140c2-a50f-426b-92ae-aafd3faf2d68","abstractMessage":{"messageType":"StaticContentMessage","inReplyToMessageId":null,"id":"b2a140c2-a50f-426b-92ae-aafd3faf2d68","references":null,"staticContent":{"formatType":"Text","text":"I AM THE TRANSCRIPT"}},"messageReason":null}` To view conversation transcripts in Data 360, you can use either of these methods: - [Data Explorer](https://help.salesforce.com/s/articleView?id=data.c360_a_data_explorer.htm&type=5&language=en_US) - [Query Editor](https://help.salesforce.com/s/articleView?id=release-notes.rn_cdp_2024_spring_query_editor.htm&language=en_US) - [Analyze Conversation Transcripts Using Data 360 Public APIs](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api.htm&language=en_US) - [Analyze Conversation Transcripts Using Data 360 Reports](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_reports.htm&language=en_US) # Create Discovery Credentials for Secure Scanning Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
Manage Discovery Application IT Service Asset Discovery
Before you create a discovery credential, review the authentication and access requirements for the target and probe that you plan to use. For more information, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). 1. From App Launcher, find and select **CMDB and Service Graph**. 2. From the navigation panel, select **Administration**, and then select **Discovery**. 3. Select **Credential Management**. 4. On the Credential Management page, click **New**. 5. Enter a name for the credential. 6. From the Credential Type dropdown list, select a credential type such as Windows, SSH, SNMP, or AWS Account. The fields displayed vary depending on the credential type you select. Each type requires specific authentication details such as usernames, keys, or access tokens. You must valid values based on your organization’s access configuration. 7. If you want to make the credential available for immediate use during discovery, select **Active**. 8. Click **Add**. The credential is saved and added to the Credential Management list. You can view the details, update information, or deactivate the credential as needed before associating it with discovery targets or scans. # Create Eligibility Rules for Catalog Items Create eligibility rules for your catalog items to ensure that service catalog items are tailored and exposed to the specific needs of their audience. Eligibility rules also prevent end users from viewing catalog items they aren’t permitted to use. ### Required Editions
View supported editions.
You must have catalog items created to set eligibility rules for catalog items. 1. From Setup, in the Quick Find box, enter Service Catalog. Under Process Automation, select **Service Catalog**, then select **Catalog Eligibility**. 2. To create an eligibility rule, click **New**. 3. In Rule Information, enter a name and description for your eligibility rule. 4. In Status, select the checkbox to create your rule in an active state. 5. In Rule Conditions, choose to apply the filter criteria when any condition is met or when all conditions are met. 6. Click **Add Condition**, and then select a Source, Operator, and Value for your rule. The Source, Operator, and Value dictate how your rule executes. You can use all fields with the Lookup, Picklist, or Boolean type on the User, Account, and Contact objects as a source for your rule. A condition can have only one source, and you can add up to five conditions for an eligibility rule. 7. Save your work. Your new eligibility rule appears under Catalog Eligibility in Setup. You can view the catalog items covered by the eligibility rule by clicking ![edit icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_downward_arrow.png) then **View**, and then **Related**. You can edit, clone, and delete eligibility rules in Catalog Eligibility. ## Assign an Eligibility Rule to a Catalog Item You can assign eligibility rules to an individual catalog item. 1. From Setup, in the Quick Find box, enter Service Catalog. Under Process Automation, select **Service Catalog**, and then select **Catalog Management**. 2. Using the search bar, locate the catalog item you want to assign the eligibility rule to, click ![edit icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_downward_arrow.png), and then click **Edit**. 3. In the Catalog Item Builder, select **External Access**. 4. Under Guest Visibility, disable the **Guest Visibility** toggle. 5. In Customer Eligibility, turn off **Allow customers to access catalog items after authentication**. 6. To select the eligibility rules you want to assign, click **Apply Rules**. You can apply a maximum of three eligibility rules to a catalog item. 7. Save your work. Check out this video for more details on eligibility rules. # Create Embedded Static Resources Create and upload JavaScript files to Salesforce as static resources and then apply them to your website or Experience Builder site. With static resources, you can change one or many pages with a few clicks in code settings on existing deployments. ### Required Editions
View supported editions.
User Permissions Needed
To create and edit static resources: Customize Application AND Author Apex
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The Lightning Platform manages and distributes the static resources, acting as a content distribution network. Caching and distribution are handled automatically. Create your JavaScript static resource files, including strings, arrays, JSON, and JS functions. Here are some examples to get you started: - [Channel Menu Static Resources](https://help.salesforce.com/articleView?id=embedded_menu_static_examples.htm&language=en_US) - [Experience Site Static Resources](https://help.salesforce.com/articleView?id=embedded_chat_community_static_examples.htm&language=en_US) Then upload JavaScript files to reference in your Channel Menu Experience site or Channel Menu external website deployment. Add files for Embedded Chat to Experience sites only (not available for website pages). Here are the steps to add your resources: 1. From Setup, in the Quick Find box, enter Static Resources, then select **Static Resources**. 2. Click **New**. 3. To identify the resource in Visualforce markup, enter text in the Name box. Use this static resource name, not the file name, for reference later in code settings. Create a name that’s unique in your org, and provide a different name for each static resource. Start with a letter, use alphanumeric characters, and no spaces. Don’t end with an underscore or add two consecutive underscores. 4. In the Description text area, specify an optional description of the resource. 5. To navigate to a local copy of the resource that you want to upload, click **Browse** next to File. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note A single static resource file is up to 5 MB, and an organization can have up to 250 MB of total static resources. 6. Set the Cache Control to **Public**. Share the static resource data on the Salesforce server with other users in your organization for faster load times. 7. To apply the resources, return to your code settings in [Channel Menu](https://help.salesforce.com/articleView?id=embedded_menu_code_changes.htm&language=en_US) or [Experience sites](https://help.salesforce.com/articleView?id=embedded_chat_communities_code_settings.htm&language=en_US). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip If you make changes, you can reupload static resources without changing your code settings name in setup or in the code snippet and property builder. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important If you change your Channel Menu setup, the results can take up to 10 minutes to appear for the first time on your website due to caching. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For Chat website pages, see [Customize an Automated Invitation](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_customize_chat_invitation.htm). - **[Experience Site Static Resource Files](https://help.salesforce.com/s/articleView?id=service.embedded_chat_community_static_examples.htm&release=264.0.0&type=5)** Create JavaScript files to upload as a static resource and apply to Embedded Chat for your Experience Cloud site. Here’s a code example for chat invitations to get you started. #### See Also - [Channel Menu Code Settings](https://help.salesforce.com/articleView?id=embedded_menu_code_changes.htm&language=en_US) - [Chat Code Settings for Experience Sites](https://help.salesforce.com/articleView?id=embedded_chat_communities_code_settings.htm&language=en_US) # Create Employee Case Action Creates a new support case for the logged-in employee. The running user is the contact and owner of the case. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameCreateEmployeeCase
Action TypeStandard
Reference Action TypeFlow
Reference ActionCreate Employee Case
InputsCase Subject, Case Description, Case Priority, Case Origin
OutputsCase Number, Case ID, Case URL, Is Success, Error Message
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Log a case for a benefits enrollment problem I ran into." - "I need to file a case for a payroll issue I'm having." - "I want to report an issue with my expense reimbursement — create a case for it." # Create Employee Enablement Programs Based on Templates Templates define and organize exercises. Select a template that aligns with your business need, and modify it for your business processes. The exercises in the templates have placeholders that require you to add some details. ### Required Editions
View supported editions.
User Permissions Needed
To create an employee enablement program:

Design and Deliver Enablement Programs

AND

Create and Set Up Experiences OR Customize Application OR Member of a supported Experience Cloud site
1. From the App Launcher, find and select **Enablement Programs**. 2. From the Enablement Programs page, click **New**. 3. If prompted, select **Employee Enablement Program** as the program type and click **Next**. See [Employee Enablement Program Templates](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_templates.htm&language=en_US). 4. To preview a template, select it and scroll through the exercise placeholders. 5. Click **Create**. 6. Customize the program so that it works for your employees, then publish it and make it available to employees. - **[Employee Enablement Program Templates](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_templates.htm&release=264.0.0&type=5)** Use templates to create employee enablement programs for common topics, such as employee onboarding, employee offboarding, medical leave, return to work, and relocation. # Create Employee Goals Action Employees and managers use this action to create new performance goals in the connected external HR system. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.
API NameCreateEmployeeGoals
Action TypeStandard
Reference Action TypeFlow
Reference ActionCreate Employee Goals
InputsGoal Description, Issue Date, Subject
OutputsCase Number, Status Message, Response Code
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Create a new performance goal for this quarter." - "I want to set a new professional objective." - "Add a goal called 'Complete Security Training' to my profile." # Create Employee Users for the Employee Services Portal Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
## Create Users with the Unified Employee License ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note We recommend the Unified Employee License for all portal users, regardless of which template your site uses. To move your existing Customer Community Plus users, see [Migrate Customer Community Plus Users to Unified Employee License](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ccp_to_uel_migration.htm&release=264.0.0&type=5 "Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users."). Follow the steps in [Set Up Employees for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support.") to create your employee users with the Unified Employee License and add them as members of your portal site. ## Create Users with the Customer Community Plus License ### Required Editions
User Permissions Needed
To create user profiles:

Manage External Users

AND

Manage Profiles and Permission Sets
Create new employee users with the Customer Community Plus license as follows, and [migrate to the Unified Employee License](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ccp_to_uel_migration.htm&release=264.0.0&type=5 "Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users.") when you're ready. 1. Create a user profile. 1. From Setup, in the Quick Find box, enter Profiles, then select **Profiles**. 2. Find the Customer Community Plus User profile and clone it. 3. Enter a name for the new profile, such as Employee Customer Profile. 4. Save your changes. 5. In the new profile, find Standard Object Permissions and select **Read** and **View All Fields** access for the Knowledge object. These permissions make sure employees can see knowledge articles in the Agentic Center. 2. Create an employee. 1. From the App Launcher, find and select **Employees**. 2. Click **New**, add the employee details, and click **OK**. 3. On the employee's person account record page, from Quick Actions, select **Enable Customer User**. 3. Configure user details. 1. On the setup page for the user, set the User License to Customer Community Plus. 2. In the Profile field, select the profile you created earlier. 3. Save your changes. 4. Assign permission sets to the user. 1. On the setup page for the user, under Permission Set Assignments, click **Edit Assignments**. 2. Move the required permission sets to the Selected list, and save your changes. See [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need."). 5. Make the employee user profile a member of the Employee Services portal you created. 1. From Setup, in the Quick Find box, enter Sites, and select **All Sites** under Digital Experiences. 2. Find your site and under the Action tab, click **Workspaces**. 3. Click **Administration**, and then click **Members**. 4. Under Select Profiles, switch to **All** from the Search drop-down menu. 5. Add the profile you created earlier for the Employee Services portal to the Selected Profiles list. 6. Save your changes. 7. Click **Settings**. 8. Activate the site. The employee receives a login link and username information in the email you provided. They can create a new password and log in to the portal by using their credentials. # Create Evaluation Questions and Forms Design quality assessment criteria and create evaluation forms tailored to different evaluation needs. ### Required Editions
Supported Editions for Workforce Engagement Management
- **[Build Assessment Questions](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_questions_and_forms.htm&release=264.0.0&type=5)** Define the specific criteria that will be used to score reps. # Create Evidence Requests for IT Compliance Create compliance evidence requests to gather artifacts from subject matter experts for an audit. Each request specifies what evidence is needed, who should fulfill it, and when it's due. Requests can be created manually or autogenerated from an audit template. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create evidence requests: Compliance Admin permission set
An evidence request represents a specific piece of evidence that's needed to satisfy an audit control or requirement—such as a system configuration export, a user access review report, or a policy acknowledgment screenshot. Requests are assigned to the subject matter expert or team who owns the relevant system or process, and they move through a defined lifecycle from creation to fulfillment to verification. You can start a request from one of the out-of-the-box sample requests by cloning it, or create one from scratch when no sample fits. 1. From App Launcher, open the **Evidence Hub** app. The Evidence Hub is a separate, restricted workspace from the IT Compliance app. Only users assigned an Evidence Management permission set can access it. 2. Go to the **Compliance Evidence Requests** tab. 3. Create the request. - To start from scratch, click **New**. - To start from a sample, open a **\[SAMPLE\]** request that fits your audit, click **Clone**, and edit the cloned record. 4. Fill in the evidence request details: - Title. A descriptive name that tells the fulfiller exactly what evidence is being requested, like **End-to-End Offboarding SLA Report (Access Revocation)**. - Type. The kind of artifact you expect back. Choose **Documentation** for policies and reports, **Inquiry** for written attestations, **Observation** for walkthroughs and screenshots, **Configuration** for system settings exports, or **Implementation Details** for procedure write-ups. - Compliance Audit. The parent audit this request rolls up to. Linking the request makes it visible on the audit's Evidence tab and ties it to the audit's scope and timeline. - Assignee. The SME or fulfiller responsible for providing the evidence. Notifications are sent to this user when configured. - Requested By. The compliance officer or audit program manager who owns the request. - Priority. **High**, **Normal**, or **Low**. Use this to help fulfillers triage their queue. - Due Date. The date the evidence is needed by. The due date drives the SLA timer and milestone tracking on the request. - Instruction. A clear, specific ask. State the expected evidence, the systems it should come from, and any acceptance criteria the fulfiller needs to meet. - Observation Statement. Optional. Use this field to capture findings or notes for the fulfiller as the request progresses, like a missing piece of evidence the assignee still needs to provide. 5. Save the record. The request is created with status **Draft** and an auto-generated request number (for example, **CER-000000009**). ![Example: requesting evidence for an offboarding SLA audit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: requesting evidence for an offboarding SLA audit Suppose your team is running an internal governance audit for least privilege verification, and you need proof that access for terminated employees is revoked within the 24-hour SLA. You create a single evidence request that the assignee can fulfill with artifacts from multiple source systems: - Title: End-to-End Offboarding SLA Report (Access Revocation) - Type: Implementation Details - Compliance Audit: \[SAMPLE\] Internal Governance Audit for Least Privilege Verification - Assignee: Rachel Anderson, IT Compliance Analyst - Requested By: Audit Program Manager - Priority: Normal - Due Date: 4/30/2026 - Instruction: Provide evidence that access to all systems is being revoked within 24 hours of an employee's termination. Expected evidence: official termination date from HRIS, IT offboarding ticket from the ticketing system, suspended user status from the identity provider, and verification from Data Workspaces that all non-SSO local accounts were disabled. The assignee can now fulfill the request by uploading evidence artifacts from the Evidence Hub or, for employees who don't have a Salesforce license, from the IT Service employee portal. Once every artifact has been verified, mark the request as accepted to close out this phase of the audit. # Create Field Service Customer Reports In Field Service, create service reports to give your customers summaries of the work that your field service team performed. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service reports: Edit on the parent object (work orders, work order line items, or service appointments)
To email a service report: View on the parent object AND Send Email
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - You can generate service reports from work orders, work order line items, and service appointments. - To create a service report in the Field Service mobile app, navigate to a service appointment, work order, or work order line item. Tap the action icon, then tap **Create Service Report**. - You can’t generate service reports in the Salesforce1 mobile app or the Salesforce Mobile Web Experience. - See [Quote Template and PDF Limitations](https://help.salesforce.com/s/articleView?id=sales.quotes_limitations.htm&type=5&language=en_US) and [Visualforce PDF Rendering Considerations and Limitation](https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_output_pdf_considerations.htm) for information on the limitations that apply to service report PDFs. - See [Considerations for Adding Images to Quote Templates](https://help.salesforce.com/s/articleView?id=sales.quotes_template_considerations_for_adding_images.htm&type=5&language=en_US) for information on limitations that apply to images added to service reports. 1. From a work order, work order line item, or service appointment, in the action dropdown menu select **Create Service Report**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t see this action, ask your Salesforce admin to add it to the page layout. Service reports can’t be created for service appointments whose parent record is an account, asset, lead, or opportunity. 2. Use the lookup to find the template that you want to use. 3. Click **Create PDF**. The service report preview appears. 4. To save the service report to the record, click **Create Service Report**. To save the report to the record and send a copy to the customer, click **Create and Send Service Report**. Then fill out the email fields, and click **Send**. The service report is saved in the Service Reports related list on the record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note After the service report is created, the signatures collected during the service event are deleted. Use the saved service report to provide a proof of signature. A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add languages, from Setup, in the Quick Find box, enter Translation Language Settings, and select it. Click **Edit** next to the desired language, then click **Active**. To add a user as a translator for the language, select them from the available list and click **Add**, then save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t have Read permission on an object or field in the service report template, it doesn’t appear in the service report that you create. #### See Also - [Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5 "Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Create Service Reports in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_service_report.htm&release=264.0.0&type=5 "Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review important considerations about offline service reports and service report previews.") - [Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5 "Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed.") - [Build Flows for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5 "Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder.") # Create Field Service Permission Sets Create Field Service permission sets from the Field Service Admin app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To configure the Field Service managed package: Customize Application
To assign a permission set license: Manage Users
To create a permission set: Manage Profiles and Permission Sets
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Watch the video to see how to create and assign permission set licenses to give your team access to Field Service features. Watch the video to see how to get Field Service provisioned for users. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Getting Started** and then **Permission Sets**. These permission sets are created.
User Role Permission Sets Created Purpose
Field Service Admin Field Service Admin Permissions AND Field Service Admin License*

Let users access and manage all Field Service objects, including the Field Service Visualforce pages and logic services. Field Service Admin Permissions contain the permissions included in the Field Service Dispatcher Permissions permission set, along with additional configuration permissions.

*The Field Service Admin License isn’t created in newer Salesforce orgs.
Field Service Call Center Rep Field Service Call Center Rep Permissions AND Field Service Call Center Rep License*

Field Service Call Center Rep Permissions provides the minimum permissions needed to use the Field Service global actions, such as Book Appointment, Get Candidates, and Emergency actions.

*The Field Service Call Center Rep License isn’t created in newer Salesforce orgs.
Field Service Resource Field Service Mobile License AND Field Service Scheduling License AND Field Service Resource Permissions

Field Service Mobile License provides the permission set license needed for users to log into the Field Service mobile app.

Field Service Scheduling License provides the permission set license needed for the user to appear on the Gantt and to be scheduled by the scheduling engine and optimizer.

Field Service Resource Permissions provides the minimum permissions needed for users to update appointment status and update their last known location.
Field Service Dispatcher Field Service Dispatcher License AND Field Service Dispatcher Permissions

Field Service Dispatcher License gives users the permission set license needed to load the Classic Dispatch Console.

Field Service Dispatcher Permissions contain the permissions included in Field Service Call Center Rep Permissions and Field Service Resource Permissions along with permissions to operate the Classic Dispatch Console and run optimization.
Field Service Community Dispatcher Field Service Community Dispatcher License AND Field Service Community Dispatcher Permissions Users can view and use the Classic Dispatch Console, view global actions and their related objects, and schedule, optimize, and dispatch service appointments.
Field Service Self Service Field Service Self Service License AND Field Service Self Service Permissions Experience Builder site users can view all global actions and their related objects to create, book, and schedule their appointments.
Field Service Integration Field Service Integration Users can access data needed for optimization, automatic scheduling, and service appointment bundling.
Field Service Guest User Field Service Guest User License Field Service Guest User License provides the permissions for unauthenticated users to run appointment booking and scheduling actions.
When a permission set is current, the **Create Permissions** link on the tile is replaced by a message indicating that it’s up to date. #### See Also - [How Are Field Service Permission Sets Updated?](https://help.salesforce.com/s/articleView?id=service.pfs_auto_update_perm_sets.htm&release=264.0.0&type=5 "Permission sets provided by the Field Service managed package are automatically updated at the beginning of each major release.") # Create Field Service Report Templates In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To edit page layouts and picklist values: Customize Application
To create service report templates: Modify All Data, Customize Application, and View Setup and Configuration
Users generate a service report for a record by clicking **Create Service Report** on a record. A record’s service reports appear in the Service Report related list. If you choose not to specify a service report template on a work order, it uses the service report template listed on its work type. If the work type doesn’t list a template or no work type is specified, the work order uses the default service report template. The same is true for work order line items. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To avoid errors when service reports are generated, don't deactivate the default service report template. There’s an issue with service report templates when they’re saved in IE: the header can overlap the body in reports generated from these templates. Use Chrome or Firefox to save service report templates instead. 1. If you want your team to collect signatures on service reports using the Field Service mobile app, create picklist values for the Signature Type field on digital signatures. Signature types represent the role of the person signing a report. 1. Navigate to the Setup page. 2. In Salesforce Classic, from Setup, enter Digital Signatures in the Quick Find box, then select **Fields** under Digital Signatures. 3. In Lightning Experience, go to Digital Signature in the Object Manager, then click **Fields and Relationships**. 4. Click **Signature Type**. 5. From the Signature Type Picklist Values related list, add up to 1,000 values. For tips on creating signature types, see [Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5 "Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed."). 2. Add the **Create Service Report** button to page layouts for the following objects: - Work orders - Work order line items - Service appointments 3. Create a service report template. 1. From Setup, enter Service Report in the Quick Find box, then click **Service Report Templates** under Field Service. 2. Click **New**, or click **Edit** next to a report template you’d like to adjust. You already have one active template named Standard. 3. If you’re creating a template, select an existing template as its base and give it a name. 4. In the Related Templates dropdown menu, at the top of the template editor, select a subtemplate. ![Drop-down menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_dropdown.png) Each template comes with four subtemplates, which enables service reports for multiple record types: - Service Appointment for Work Order - Service Appointment for Work Order Line Item - Work Order - Work Order Line Item The Related Templates field shows the subtemplate that you’re editing. We recommend customizing all four subtemplates so you’re confident that your service reports contain the right information. 5. Drag fields, sections, and related lists onto your layout. 6. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you preview the report template, it shows the System Administrator profile view. The data shown is simulated, except for images and rich text. If the person creating the service report doesn’t have Read permission on objects or fields in the service report template, those fields don’t appear on the report they create. 7. (Recommended) Select another subtemplate in the Related Templates field, and customize its layout. Repeat until you’ve reviewed the layout of all four subtemplates. 8. Click **Activate** next to the template name on the Service Report Templates home page. - **[Field Service Guidelines for Creating Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_report_guidelines.htm&release=264.0.0&type=5)** Service report templates in Field Service determine the type and order of data in service reports. Learn how to customize your service report templates to suit your needs. - **[Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5)** Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed. #### See Also - [Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5 "Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") # Create Field Service Work Orders Create work orders to track work that your team does for customers. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work orders: Create on work orders
To view work order line items: Read on work orders
To create, update, or delete work order line items: Edit on work orders
1. From the Work Orders tab or the Work Orders related list on a record, click **New**. 2. Optionally, select a work type. Work types are templates that auto-populate these settings on work orders:
Duration
Duration Type
Minimum Crew Size
Recommended Crew Size
Service Report Template
Skill Requirements
Products Required
Auto-creation of a service appointment
Attached knowledge articles
3. Enter the address for the work order. The work order’s service appointments and line items inherit its address, though the address on line items can be updated. 4. Optionally, to link each work order line item to a price book entry (product), select a price book. 5. To track pricing on work orders, enter the tax amount. For example, in a work order whose total price is $200, enter 20 to apply a 10 percent tax. You can enter a number with or without the currency symbol and use up to two decimal places. 6. Complete the remaining [fields](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5 "Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") as needed. 7. Save your work. 8. Optionally, add details in the work order’s related lists.
Work Order Line ItemsSubtasks or steps that must be performed to complete the work order. Line items can be marked as completed one by one, and can each have their own active service appointment, work type, and required skills and products. Pricing details like discounts and unit price are set at the line item level.
Child Work OrdersChild records of the work order, which are useful in complex jobs.
Service AppointmentsRecords of visits to the customer. Work orders and work order line items can have multiple service appointments. To create a service appointment at the same time as the work order, select Auto-Complete Service Appointment on the associated work type.
Products RequiredInventory require to complete the work order. For details, see Track Required Inventory in Field Service.
Skill RequirementsSkills required to complete the work order. For help, see Add Required Skills to Work Orders or Work Types for Field Service.
ArticlesRelevant knowledge articles.
Resource PreferencesService resource for the work order that’s preferred, required, or excluded. Resource preference is set based on the resource preference on the work order’s asset, location, or account, in that order. Salesforce sets the preference using the first resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one.
- **[Add Service Resource Preferences in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&release=264.0.0&type=5)** Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job. - **[Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5)** Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills. - **[Attach Knowledge Articles to Work Orders or Work Types](https://help.salesforce.com/s/articleView?id=service.fs_attach_articles.htm&release=264.0.0&type=5)** Interact with knowledge articles on Field Service work orders, work order line items, and work types. - **[Guidelines for Creating Work Orders for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_guidelines.htm&release=264.0.0&type=5)** Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders. - **[Work Order Pricing Guidelines for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_pricing.htm&release=264.0.0&type=5)** Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your business. - **[Troubleshooting Work Order Generations in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_troubleshooting_work_order_generation.htm&release=264.0.0&type=5)** If work orders aren’t generating as expected these guidelines can help you resolve any issues. #### See Also - [Work Order Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5 "Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Customize Work Order Settings for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_wo_settings.htm&release=264.0.0&type=5 "To control how your team works with work orders and work types, customize page layouts and assign user permissions.") - [_Trailhead_: Field Service Center Customization](https://trailhead.salesforce.com/content/learn/modules/field_service_center?trail_id=field_service) # Create Flexible Work Shifts Create shifts that define availability for your mobile workers in Field Service. Shifts can vary from day to day or week to week so that you can assign workers for time periods that don’t follow a rigid pattern, such as rotating on-call duties or occasional overtime. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update shifts: View, create, and edit on Shifts, Service Territories, Service Resources, Service Territory Memberships
To add job profiles to shifts: View on Job Profiles
To add recordset filter criteria to shifts: View on Recordset Filter Criteria
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When using Enhanced Scheduling and Optimization, you can enable [continuous 24-hour availability](https://help.salesforce.com/s/articleView?id=service.fs_enable_24hour_ra_for_all_resources.htm&type=5&language=en_US) for resources via shifts. For capacity-based resources, create one continuous shift. For individual resources and crews, define either one continuous time period or shifts that cover both standard and extended hours. For details on setting up recordset filter criteria to assign work during extended hours, see [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&type=5&language=en_US). 1. From the App Launcher, click **Shifts**. 2. Do one of the following. 1. Click **New**. 2. From the schedule view, hover in an empty space and click **\+ New Shift**. ![Hover in the schedule view to create a new shift.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_shift_create_detail.png) 3. Define the settings for the shift. 1. Enter a label for the shift. 2. Enter dates and times for the shift's start and end. A second set of time fields show the shift’s start and end in the time zone of the service territory. 3. To provide coverage for a specific service territory, define the name of the service territory. A service resource assigned to a shift within a defined territory is available for work during the shift hours only within that territory. If the territory is left empty, the resource assigned to the shift can be assigned appointments in all the territories they’re a member of during the shift time frame. If you assign a service territory to the shift, the assigned service resource must be a member of the service territory. 4. For Time Slot Type, select the type of working hours for the shift. Select **Normal** if the service resource can be assigned to any appointment during the time period. Select **Extended** if the resource can be assigned appointments during the shift time period only if the scheduling policy used to schedule appointments has a Resource Availability work rule that allows overtime. 5. If only certain resources can should be able to be assigned to the shift, choose a job profile that defines the skills required to work during this shift. If a Match Skills work rule is defined in Setup, only service resources that have the skills associated with the job profile on the shift are eligible to be assigned the shift when you’re using automated shift scheduling tools. 6. Optionally, choose a Background Color. 7. Optionally, mark the shift [Non-Standard](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&type=5&language=en_US). 8. **Optional:** Optionally, choose a filter in the Recordset Filter Criteria field to limit which service appointments can be scheduled during the shift. 9. If you know which service resource you want to assign to the shift, you can select this resource in the Service Resource field on the Shift record. If you want shift scheduling tools to automatically find a service resource that can work the shift, leave the Service Resource field blank. This field is automatically populated when the shift is scheduled. 10. Select a status.
TentativeThe shift is tentatively defined. This is a good status to use when the time period for when coverage is needed is defined on the shift but you haven’t yet decided on or assigned a service resource.
PublishedThe shift manager is ready to publish the shift to service resources. This status is optional and can be helpful if you’ve assigned a service resource to the shift but you aren't ready for the scheduling engine to consider the shift as the resource’s availability to be assigned a service appointment.
ConfirmedThe shift has an assigned service resource. The scheduling engine considers confirmed shifts. This status is correct when you’re ready for the scheduling engine to consider the shift as the resource’s availability to be assigned a service appointment.
4. Save your changes. #### See Also - [Build Repeating Shift Patterns](https://help.salesforce.com/s/articleView?id=service.fs_shift_patterns.htm&release=264.0.0&type=5 "Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time and job profile. Then build a pattern that lists the shift templates to use each day.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") # Create Flows to Send Messages for Real-Time Location Streamline your messaging process for Field Service Appointment Assistant by setting up flows that use the messaging components that you created. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Available only if Digital Engagement is enabled.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. To Create the En Route flow, click **New Flow**. 3. Select **Record-Triggered Flow**, and click **Create**. 4. In the Configure Start window: 1. In Object, enter Assigned Resource. 2. In Trigger the Flow When, select **A record is updated**. 3. In Condition Requirements, select **All Conditions Are Met (AND)**. 4. For Field, enter LocationStatus. 5. For Operator, select **Equals**. 6. For Value, enter EnRoute. 7. In When to Run the Flow for Updated Records, select **Only when a record is updated to meet the condition requirements**. 8. Click **Done**. 5. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status. 6. Add an action to the canvas. The New Action window opens. 7. Select the **Send Conversation Messages** action and complete the fields. - In **Messaging Users**, select the collection variable that you created. - In **Messaging Component**, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup. - Select **Any Time** for when to send the message. - Select **Yes**, apply Messaging End User settings for end user’s consent preferences. - In **Session Longevity**, select **Yes, End Session Immediately** if the end user doesn’t need to respond in this messaging session. You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails. ![Send Conversation Messages flow action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_send_conversation_messages1.png) 8. Click **Done**. 9. Save and activate the flow. 10. To create the Approaching Messages flow, repeat these steps with a few changes. 1. In step 4: - In Condition Requirements, select **All Conditions Are Met (AND)**. - For Field, enter LocationStatus. - For Operator, select **Equals**. - For Value, enter LastMile. 2. In step 7: - In **Messaging Component**, select the messaging component that you created for Approaching messages. The limit for active flows per flow type is 2,000. To help troubleshoot flows, turn on flow debug logs. #### See Also - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) # Create Inventory Locations for Field Service Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create locations so you can track the items stored there and restock when necessary. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create locations: Create on locations
To view associated locations: Read on accounts
To create, update, or delete associated locations: Edit on accounts
To view addresses: Read on locations
To create, update, or delete addresses: Edit on locations
1. From the Locations tab, click **New**. 2. Enter a location name. 3. Select a location type: - **Warehouse** (default) - **Site** - **Van** - **Plant** 4. If inventory is stored at the location, select **Inventory Location**. This allows you to you associate the location with items in your inventory, known as product items. 5. If the location can be moved, like a van or tool box, select **Mobile Location**. 6. Complete the other [fields](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5 "Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") as appropriate. 7. Click **Save**. 8. In the Addresses related list, create addresses for the location. The available types of addresses are Mailing, Shipping, Billing, and Home. 9. In the Files related list, attach files like blueprints, photographs, or registration information. 10. In the Service Territory Locations related list, create records to indicate which service territories the location belongs to. Service territory locations are warehouses, customer sites, or vehicles that are located or operate in the service territory. #### See Also - [Location Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5 "Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") # Create IT Compliance Policies and Policy Clauses Create IT compliance policies and clauses to translate external regulatory frameworks, such as SOC 2 or HIPAA, into actionable internal standards. These records help you mitigate risk and ensure secure operations across your IT environment. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage policy records: Compliance Admin permission set
IT Compliance uses a versioned record system to ensure audit traceability. When you create a policy or clause, a version record is automatically created in Draft status. To keep your audit trail accurate, always create a new version record when you make significant updates to a policy or a clause. 1. From the App Launcher, find and select **IT Compliance**. 2. Open **Compliance Policies** from the navigation menu. 3. To create the high-level framework for your standards, click **New** and enter the policy details. For more details about creating a policy and a policy version, see [Create a Compliance Policy and a Compliance Policy Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_create_policy_version.htm&type=5&language=en_US). 4. To define specific clauses within a policy, click **Related** on the policy record. 5. Click **New** on Compliance Policy Clause and enter the clause details. For more details about creating a policy clause and policy clause version, see [Create a Compliance Policy Clause and a Compliance Policy Clause Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_create_policy_clause_version.htm&type=5&language=en_US). 6. Save your changes. # Create Knowledge Article Relationships Build parent-child hierarchy for your knowledge articles. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To view Enhanced Knowledge Settings in Setup: Knowledge User license
To set up Knowledge Maps

Customize Application

AND

Read, Create, and Edit access for Knowledge Article Relationships.
1. From the App Launcher, open Knowledge Article Relationships. 2. On the Knowledge Article Relationships page, click **New** to create a knowledge article relationship. If you’ve many existing articles, use Data Manipulation Language (DML) to create knowledge article relationships in bulk. But make sure you add them iteratively to maintain the order of the articles. Learn how to use DML in [Tailhead: Apex Basics & Database](https://trailhead.salesforce.com/content/learn/modules/apex_database). 3. On the New Knowledge Article Relationship page, select the child article, the parent article, and enter a name for the article relationship. 4. To set the article as a root parent article or the absolute parent, which is at the top-most level in the hierarchy, select **Set as Root Article**. 5. Save your changes. Similarly, create knowledge article relationships for all the articles in your knowledge base. To reassign articles to a different parent, select the articles and click **Reassign Parent**. On the Reassign Parent Article page, select the new parent article, specify the order, and select **Reassign**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note We recommend keeping your article hierarchy simple, with no more than five parent levels. To delete a knowledge article relationship, go the Knowledge Article Relationships page, select the relationship, and select **Delete** from the Action menu. The knowledge articles will restructure automatically. However, if you immediately undo the deletion, the relationship restores, but the order of the child articles isn't restored. You ‌will need to manually reorder the child articles. #### See Also - [Manage Article Hierarchy in the Knowledge Maps Component](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_component_manage_hierarchy.htm&release=264.0.0&type=5 "The Knowledge Maps component shows your knowledge articles in a clear, hierarchical structure. You can easily reorganize the structure and order of your articles directly within the Knowledge Maps component.") # Create Knowledge Creation Prompt Template for Change Requests Enable your IT teams to easily create contextual knowledge articles from a change request record by using generative AI. Use this template to define how Einstein generates content for change request-related articles. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create prompt templates in Prompt Builder: Prompt Template Manager permission set
1. From Setup, in the Quick Find box, enter Prompt, and then select **Prompt Builder**. 2. Click **New Prompt Template**. 3. Select the **Knowledge Creation** prompt template type. 4. Enter Create Knowledge Articles from Changes as the template name. 5. Enter Create\_Knowledge\_Articles\_from\_Change as the API name. 6. Select **Change Request** as the grounding record, and then click **Next**. 7. Add the prompt in the Prompt Template Workspace. 8. Save the prompt template and test the output. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Here's the prompt you can add to the Prompt Template Workspace: ``` You are a knowledge base manager in an IT department. Your job is to draft a knowledge article based on only information from the PROVIDED CHANGE REQUEST text and knowledge article TITLE. The CHANGE REQUEST is between IT service agents and an employee. The IT service agents is trying to implement a Change. The generated article will be consumed by a IT service agent when they are implementing similar changes in the future. The generated article can have the following elements: - Title - Summary - Issue__c - Workaround__c - Root_Cause__c - Resolution__c --- Provide the generated article output in JSON format with the following keys: { "Title": "Title of the knowledge article", "Summary": "Summary of the article", "Issue__c": "The reason why this change is being implemented", "Workaround__c": "temporary solutions used before the permanent fix was implemented", "Root_Cause__c": "Root cause for the issue", "Resolution__c": "Details of what was implemented in the change", } --- Follow these instructions when creating the elements that make up the article: Some instructions are element specific while other instructions apply to all elements. -If the TITLE is NOT relevant to any content in the CHANGE REQUEST data, set all elements to "Title is irrelevant to CHANGE REQUEST". -Each generated article element should be complete on its own without referring to other generated elements. -Remove duplicate content in the CHANGE REQUEST data before generating article elements. - Specific instructions for generating Summary: -Extract knowledge elements from the CHANGE REQUEST related to the TITLE. Knowledge elements include issue, workaround, root cause and resolution steps if these elements exist. -Summarize the knowledge elements from the previous step into 1~2 sentences. -Write the summary in the style of a knowledge base article. Start with "This knowledge article provides information on". -ONLY include facts from the CHANGE REQUEST, NOT speculations or inferences. - Specific instructions for generating Issue: -Extract sentences that describe the problem that triggered the change from the CHANGE REQUEST related to the DESCRIPTION. Assigned it to 'supporting_evidence' next to 'Issue' field. -Summarize the extracted issue text from above into 2 to 3 sentences. Assign them to the 'Issue' field. -Issue should NOT be a mere repetition of TITLE. Issue should ONLY contain information about problem that triggered the change, NOT solutions or workaround. -Issue should ONLY include facts from the CHANGE REQUEST, NOT speculations or guesses. -If no issue is identified, set "Issue" to "Not enough grounding information to generate content". - Specific instructions for generating Workaround: -Extract sentences describing workaround for the problem in the CHANGE REQUEST. Workaround is a temporary or partial fix that bypass the issue when a full resolution is not available. Assign them to "supporting_evidence" next to "Workaround". -Rewrite the extracted sentences above in the style of a Knowledge Base article. Start with "The temporary workaround is". Assign them to the "Workaround" field. -Workaround should mitigate the issue. -Workaround should ONLY include facts from the CHANGE REQUEST, NOT speculations or guesses. -Workaround is NOT a full resolution. Workaround should NOT include contact support or escalation. -If no Workaround can be found from above, set "Workaround" to "Not enough grounding information to generate content". - Specific instructions for generating RootCause: -Extract sentences that describe root cause of the problem on the CHANGE REQUEST. RootCause is the core underlying reason for the problem. Root cause usually appears later in the CHANGE REQUEST, and are identified by agents after troubleshooting. -Summarize the extracted root cause text from above into 2 to 3 sentences. Assign them to "RootCause". -Root cause should ONLY include underlying reasons, but NOT resolutions or potential fix. -If no root cause can be found from above, set "RootCause" to "Not enough grounding information to generate content". - Specific instructions for generating Resolution: -EXTRACT from CHANGE REQUEST detailed resolution related to the Problem on CHANGE REQUEST. Resolution is the final solution that will be implemented on the CHANGE REQUEST. -Include ALL the useful resolution into 3-4 detailed steps. Assign them to "Resolution". -If the resolution didn't fix the issue at the end of the CHANGE REQUEST, set "Resolution" to "Not enough grounding information to generate content". -If there is any URL mentioned in the resolution, include them. ### CHANGE REQUEST Grounding Fields CHANGE REQUEST Subject: {!$Input:GroundingRecord.Subject} CHANGE REQUEST Description: {!$Input:GroundingRecord.Description} Change Request Business Justification: {!$Input:GroundingRecord.BusinessJustification} Change Request Impact Analysis: {!$Input:GroundingRecord.RiskImpactAnalysis} Change Request Remediation Plan: {!$Input:GroundingRecord.RemediationPlan} Change Request Test Plan: {!$Input:GroundingRecord.TestPlan} Change Request Implementation Plan: {!$Input:GroundingRecord.ImplementationPlan} Change Request Final Review Notes: {!$Input:GroundingRecord.FinalReviewNotes} Change Request Impact Analysis Closed Status Comments: {!$Input:GroundingRecord.ClosedStatusComments} Related Problem Subject: {!$RelatedList:GroundingRecord.ChangeRequestRelatedIssues.Records} TITLE {!$Input:KnowledgeArticleTitle} ``` # Create Knowledge Generation Prompt Templates for IT Services Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
Turn on Einstein generative AI, Einstein Knowledge Creation, and Prompt Builder Template. For the required settings, see [Turn On Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_enable.htm&type=5&language=en_US). Knowledge Generation and Knowledge Creation are separate prompt template types. Knowledge Creation provides templates for incidents and problems in Agentforce IT Service. Use Knowledge Generation to create additional templates grounded on an incident, problem, or change request. Create multiple templates for the same record type when your IT team documents different scenarios. ## Customize a Standard Template Use a standard template as a starting point when its instructions and article structure are close to what your IT team needs. 1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**. 2. Open **Create Knowledge Articles From Case**. 3. Save the template as a new version. 4. Change the grounding record to **Incident**, **Problem**, or **Change Request**. 5. Edit the instructions and data sources for the selected IT service record. 6. Save and activate the template. The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type. ## Create a Template from Scratch Start from a blank Knowledge Generation prompt template when you need different instructions, inputs, or data sources for an IT service scenario. 1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**. 2. Select **New Prompt Template**. 3. In the New Prompt Template window, select **Knowledge Generation**. 4. Enter the prompt template name and description. The API name populates automatically. Use a name that helps IT fulfillers distinguish the template from other templates for the same record type. 5. For **Grounding Record**, select **Incident**, **Problem**, or **Change Request**. 6. To include related files or lists, add up to five data sources. 7. Select **Next**, and then write the instructions for the knowledge article in plain language. 8. Save and activate the template. The active template is available when an IT fulfiller drafts a knowledge article from a record of the selected type. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example For an incident template, use the subject, description, related incidents, and resolution summary to ground the article. For a problem template, use the workaround and root-cause details. For a change request template, use the business justification, impact analysis, and implementation plans. To test the template from an IT service record, see [Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article."). # Create Local External Client App for Manually Integrated Contact Centers Create the external client app before creating the contact center. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
1. Get the Amazon Resource Names (ARN) for the `SalesforceVoiceIdp_OrgId` and `-SAMLRole` role from the AWS Identity and Access Management console. - Go to Identity and Access Management on AWS. In Access management, click **Identity providers**, and then select `SalesforceVoiceIdp` to get the ARN. - Go to Identity and Access Management in AWS, and select ARN for `-SAMLRole`. 2. Create the external client app in Salesforce. - From Setup, in the Quick Find box, enter `External Client Apps`, and then select **External Client App Manager**. - Click **New External Client App.**. For more details, see [Create a Local External Client App](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&language=en_US). - In the Basic Information section, specify the External Client App Name, API Name (this field is automatically populated), and Contact Email. - In the Web App Settings section, leave the **Start URL** field empty. - Select **Enable SAML**. - In the Entity ID field, enter ContactCenterName. - In the ACS URL field, enter `https://signin.aws.amazon.com/saml`. - In the Issuer field, enter your org's My Domain login URL, the standard issuer for your identity provider. If your SAML service provider requires a different value, specify it here. - In the Subject Type field, select **Persistent ID**. - In the Name ID Format field, select `urn:oasis:names:tc:SAML:2.0:nameid-format:persistent`. - Save your work. The external client app is created. 3. Create custom attributes. - In the Custom Attributes section, click **New**. - In the Key field, enter `https://aws.amazon.com/SAML/Attributes/RoleSessionName`. - In the Value field, enter `$User.Alias & '@' & $User.Id & '@' & $Organization.Id`. - Save your work. 4. To create another customer attribute, click New. - In the Key field, enter `https://aws.amazon.com/SAML/Attributes/Role`. - In the Value field, enter the `SalesforceVoiceIdp` ARN and the `-SAMLRole`, separated by a comma. For example, `'{SalesforceVoiceIdp ARN}' &',' &'{-SAMLRole role ARN}'`. - Save your work. 5. Assign user profiles to the external client app. - Click **Manage** to open your external client app policies. - Click **Manage Profiles**. For more details on access management, see [Configure External Client App Policies](https://help.salesforce.com/s/articleView?id=xcloud.meta_configure_external_client_app_policies.htm&type=5&language=en_US). - Select a profile from the list. For example, select **System Administrator**. - Save your work. 6. Set up OAuth. To set up OAuth between AWS Lambda and Salesforce, create another local external client app, as described in [Configure the External Client App OAuth Settings](https://help.salesforce.com/s/articleView?id=xcloud.configure_external_client_app_oauth_settings.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can edit the local external client app that you’ve created only from the External Client Apps Manager. - **[Set Up Custom Name Format for the User](https://help.salesforce.com/s/articleView?id=service.voice_flex_custom_username.htm&release=264.0.0&type=5)** If you do not set up a custom name format in the external client app or connected app, then the default name format is $User.Id & '@' & $Organization.Id. #### See Also - [Maintain Your Managed External Client App](https://help.salesforce.com/s/articleView?id=service.voice_managed_eca.htm&release=264.0.0&type=5 "When you create a contact center, Salesforce automatically generates a managed external client app (ECA) to handle your SAML single sign-on (SSO) authentication. Because Salesforce manages this external client app as part of your contact center provisioning, you can’t access or edit it from the External Client App Manager in Setup. Instead, manage all settings and policies for this app from your contact center settings.") # Create Long Code SMS Channels (International) If you're outside of the US and Canada, you'll need to submit the number request form to register a ten-digit long code number for a new SMS channel in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If enabled, the Agentforce Brand Registration Assistant can help validate and process the 10DLC brand registration information that is input. This tool uses generative AI, which is known to include inaccurate or harmful responses. Review the output for accuracy and safety. You assume responsibility for the output when making business decisions. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.").
User Permissions Needed
To set up Messaging: Configure Messaging
To view SMS channels: View Setup and Configuration
To create SMS channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
1. Complete the steps in [Get Started with Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5 "Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console."). 2. From Setup, in the Quick Find box, enter Messaging Settings, and select **Messaging Settings**. 3. Click **New SMS Code**. 4. Select a country. Long Code Internationals gets automatically selected for Code Type. 5. Click **Next**. The International Long Code window appears. 6. Enter the required details and select the quantity of codes required. 7. Click **Next**. The Request Internal Numbers window appears. 8. Click **Download Number Order Form** to download the number request form. This form is different for each country based on the country's policies. 9. Fill the number request form with the required details and upload it. 10. Click **Submit**. The number registration process completes and you will receive an email from messagingregistration@salesforce.com. If you don’t receive an email, check your spam folder. After you receive the email and the status of your SMS code request changes to Ready or Completed, [convert the SMS code to SMS channel](https://help.salesforce.com/s/articleView?id=service.messaging_sms_codes_to_channels.htm&release=264.0.0&type=5 "You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce.") and [activate the channel](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp."). The email wait time varies by country. See this table for an estimate.
Country Timeline
Australia (AU) 2-4 weeks
Austria (AT) 2-4 weeks
Belgium (BE) 8-9 weeks
Brazil (BR) 4-6 weeks
Canada (CA) 1 week
Finland (FI) 2-4 weeks
Germany (DE) 2-4 weeks
Hong Kong (HK) 4-8 weeks
Hungary (HU) 2-4 weeks
Ireland (IR) 4-6 weeks
Norway (NO) 2-4 weeks
Portugal (PT) 2-4 weeks
Singapore (SG) 2-4 weeks
Spain (ES) 2-4 weeks
Sweden (SE) 2-4 weeks
Switzerland (CH) 2-4 weeks
Taiwan (TW)

4-6 weeks

Taiwan has a monthly minimum of 100,000 outbound messages. If this minimum isn't met, the provider reclaims the number.
United Kingdom (GB) 2-4 weeks
United States (US) 1 week
Denmark (DK) 4-6 weeks
Malaysia (MY) 4-8 weeks
Poland (PO) 4-6 weeks
# Create Long Code SMS Channels (US and Canada) Create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers. Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. Having unique numbers improves call routing and can‌ boost lead generation by making it easier for customers to connect with the right person quickly. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To view SMS channels: View Setup and Configuration
To create SMS channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers in your production org only. ## Considerations - As of February 1, 2025, 10DLC requires a verified brand and campaign to send messages. Otherwise, you risk your carrier blocking unregistered traffic. Complete your requests for the related brand and campaign before you request your 10DLC. Processing your code request can take up to two business days, depending on the time needed for carriers and aggregators to provide approval. - You can self-service 10DLC procurement in US and Canada only. For international 10DLC, see [10-Digit Long Code (International)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_longcode_intl.htm&release=264.0.0&type=5 "If you're outside of the US and Canada, you'll need to submit the number request form to register a ten-digit long code number for a new SMS channel in Agentforce Service (formerly Service Cloud)."). - If you have the Agentforce Contact Center Digital add-on, you need country-specific setup and lease licenses to request new SMS codes. You must also purchase message credits to create a long code SMS channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full SMS feature set. They appear in Digital Wallet under the [Salesforce Message Credits - SMS card](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). - Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). - To request a specific area code for digital engagement, email messagingregistration@salesforce.com. However, Salesforce can't guarantee the availability of all area codes. ## Request 10-Digit Long Codes To request a new 10-digit long code from Salesforce for a new enhanced SMS channel, follow these steps. 1. From Setup, in the Quick Find box, enter Messaging Settings, and select **Messaging Settings**. 2. Click **New SMS Code**. 3. Select a country, and for Code Type, select **10-Digit Long Code**, and then click **Next**. 4. Review the regulatory compliance notices, and click **Next**. 5. Select your [brand](https://help.salesforce.com/s/articleView?id=service.messaging_sms_brand.htm&release=264.0.0&type=5 "Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC).") and [campaign](https://help.salesforce.com/s/articleView?id=service.messaging_sms_campaign.htm&release=264.0.0&type=5 "Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand."). 6. Select **Request New Codes**. 7. Select the quantity of codes required, and if you require more than one code, provide a reason. 8. Click **Submit**. ## Migrate 10-Digit Long Codes To migrate a 10-digit long code that you own into Salesforce, follow these steps. 1. From Setup, in the Quick Find box, enter Messaging Settings, and select **Messaging Settings**. 2. Click **New SMS Code**. 3. Select a country, and for Code Type, select **10-Digit Long Code**, and then click **Next**. 4. Review the regulatory compliance notices, and then click **Next**. 5. Select your [brand](https://help.salesforce.com/s/articleView?id=service.messaging_sms_brand.htm&release=264.0.0&type=5 "Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC).") and [campaign](https://help.salesforce.com/s/articleView?id=service.messaging_sms_campaign.htm&release=264.0.0&type=5 "Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand."). 6. Select **Port Existing Codes**. 7. Click **Download Long Code CSV Form** and fill in the details. 8. Click **Download Letter of Authorization** and fill in the details. 9. Click **Upload Completed Forms** and upload both the Migration Form and the Letter of Authorization. 10. Click **Submit**. If you ask Salesforce to use an existing phone number for Messaging, the phone number activates after you complete Messaging setup. Not all phone numbers can be enabled. When Salesforce receives your signed Letter of Authorization, 1–800 phone numbers are enabled within three business days and the other numbers within one business day. ## Monitor Submitted Requests The **SMS Code Requests** tab on the Messaging Settings page contains a list of SMS codes that you requested. For each record, click **View Submitted Form** to see the code requests that you submitted. If you don't see a request, refresh the SMS Code Requests tab and All Channels tab. Registering a new phone number in the US and Canada can take 1–2 weeks for toll-free numbers, and 1–4 weeks for 10-digit long codes. Although Salesforce Customer Support can provide new toll-free and long code numbers, it has no control over number registration. After the status of your SMS code request changes to Ready or Completed, [convert the SMS code to SMS channel](https://help.salesforce.com/s/articleView?id=service.messaging_sms_codes_to_channels.htm&release=264.0.0&type=5 "You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce.") and [activate the channel](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp."). # Create Macros in Lightning Experience To create a macro in Lightning Experience, use the Macro Builder—an easy-to-use point-and-click builder. ### Required Editions
View supported editions.
User Permissions Needed
To view macros: Read on macros
To create and edit macros: Create AND Edit on macros
To create and run irreversible macros: Manage Macros That Users Can’t Undo
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Before you create a macro, make sure that your org meets the prerequisites. To create macros, your admin must add the Macro utility to your Lightning app. In Lightning Experience, macros are supported on all standard objects except Campaign, and on custom objects that allow quick actions and have a customizable page layout. 1. In your Lightning app, open a record. 2. In the utility bar, click **Macros**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you see the message “This page doesn't support macros,” check that you’re on the record page for a supported object. You can’t run macros on list views. 3. Click **+** or **Create Macro**. 4. Enter a name, description, folder, and select the object that the macro applies to. 5. Click **Save**.
Macro NameUse a name that makes it easy to understand what this macro does. For example, for a macro that replaces the email subject with a critical update, enter “Replace Email Subject with Critical Update.”
DescriptionExplain the purpose for this macro. This optional field helps other support reps understand what this macro does and distinguishes it from similar macros.
Apply ToThe Apply To value defaults to the object you were viewing before. Change this default to create a macro for a different object.
FolderFolders help you organize and share macros. You can create up to four levels of folders: one root folder and up to three subfolders. This field is visible only when Share and organize macros in folders is enabled. In some orgs, the Folder field must be added to the page layout.
6. Click **Edit Instructions**. The first instruction is added based on the object you selected from the Apply To field. The Macro Builder page opens. The left side of the page displays a canvas with a sample record page for the object you selected (1). Keep in mind that all fields for the object are available, even if the sample record doesn’t include them. The right side of the page includes an Instructions tab and Details tab for your macro (2). ![Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_create_lex_builder2.png) 7. Click **Add Logic**. Create logical expressions that evaluate a condition or a group of conditions. Then add the instructions that execute when the expression is true. For more information, see [Add Logic to Macros in Lightning Experience](https://help.salesforce.com/articleView?id=macros_create_lightning_add_logic.htm&language=en_US). 8. To add instructions that execute without evaluating any conditions, on the bottom of the Instructions tab, click **Add Instruction**. 1. On the canvas, select a quick action. Selectable items are highlighted on the canvas. For example, on a case record, you can click **Log A Call** in the publisher. 2. On the canvas, click a field to add instructions. In the Instructions tab, enter your field updates. You can insert quick text, use email templates, add email attachments, create events with relative dates, and more. 3. Optionally, on the canvas, select a submit action to tell the macro to execute these instructions. For example, to have your macro submit your Log a Call comments, click **Save** in the publisher. 4. Optionally, if your macro is only for records in console apps, you can add an instruction to close the record tab when the macro completes. To add the close tab instruction, click the dropdown menu next to Add Instruction, and select **Add Close Tab Instruction**. 9. When you’re done with your macro, click **Save**. To return to the app, close the Macro Builder tab. After you create a macro, run it to make sure that it works the way you want. Open the Macro utility to execute your new macro. - **[Add Logic to Macros in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.macros_create_lightning_add_logic.htm&release=264.0.0&type=5)** To control the execution of macro instructions in Lightning Experience, add logic with the Macro Builder. Create expressions with one or more conditions, and add instructions that execute when the expression is true. #### See Also - [Prerequisites for Macros](https://help.salesforce.com/s/articleView?id=service.macros_getting_started.htm&release=264.0.0&type=5 "Before you create and run macros, ensure that your org meets the prerequisites for using macros and then add the macros widget or utility to your app.") - [Keyboard Shortcuts for Macros](https://help.salesforce.com/s/articleView?id=service.macros_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work even more efficiently with macros.") - [Macros Utility for Lightning Apps](https://help.salesforce.com/s/articleView?id=service.macros_utility.htm&type=5&language=en_US) - [Examples of Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_examples.htm&release=264.0.0&type=5 "These examples show how you can create different types of macros based on your business needs. Using a macro saves support reps time because it automates repetitive and routine actions, freeing them to focus on helping customers.") - [Considerations for Using Your Classic Email Templates in Lightning Experience](https://help.salesforce.com/s/articleView?id=sales.classic_templates_in_lightning_considerations.htm&type=5&language=en_US) # Create Macros in Salesforce Classic To create macros in Salesforce Classic, use the macro widget. ### Required Editions
View supported editions.
User Permissions Needed
To view macros: Read on macros
To create and edit macros: Create AND Edit on macros
To create and run irreversible macros: Manage Macros That Users Can’t Undo
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Macros in Salesforce Classic don’t support multi-select picklists. They also don’t support logical expressions that control instruction execution. To create this example macro, the Email Publisher must be enabled in your Salesforce org. 1. Create a macro. 1. In the Salesforce for Service Console, click the **Macros** widget. 2. Click **\+ Create Macros**. 3. For Macro Name, enter a name that makes it easy to understand what this macro does. For example, Replace email subject with “Steps for Resetting Your Password”. 4. For Description, explain the purpose for this macro. The optional Description field helps support reps understand what this macro does and distinguish it from similar macros. 2. Add the instructions for the macro. 1. Select a context for the macro. The context specifies the part of case feed that the macro interacts with. For example, selecting **Select Active Tab** tells the macro that it’s performing an action on the active case tab in Case Feed. 2. Click **Done**. After every instruction, click **Done** to move to the next line. 3. Select the object that the macro interacts with. For example, selecting **Select Email Action** tells the macro to interact with the Email Publisher in Case Feed. 4. Select the action that you want the macro to perform. For example, suppose that you want to replace the subject line of an email in the case, so you select **Replace Subject**. This instruction tells the macro to change the subject field in the email. It also displays a text field, where you can specify the subject that you want to replace. 5. In the text field, enter the subject line. This instruction clears the original subject and replaces it with the value you specified in the macro. For example, you enter Steps for Resetting Your Password in the text field. Suppose the customer’s original email contained the subject “Password Problems.” The support rep runs the macro, automatically replacing the original subject with the new subject. 6. To tell the macro to execute these instructions, select **Submit Action**. 3. Save the macro. If you followed the example, you created a macro that replaces the original subject line in an email in Case Feed with a new subject line. After creating a macro, it’s a good idea to run it to make sure that it works the way you want. To test this macro, go to the Salesforce Console for Service and open a case record. Open the Macros widget. Select and run this macro. - **[Tips for Creating Macros](https://help.salesforce.com/s/articleView?id=service.macros_tips.htm&release=264.0.0&type=5)** How you name and design your macro can impact its usefulness to support reps. Keep these tips in mind when creating macros. - **[Examples of Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_examples.htm&release=264.0.0&type=5)** These examples show how you can create different types of macros based on your business needs. Using a macro saves support reps time because it automates repetitive and routine actions, freeing them to focus on helping customers. #### See Also - [Prerequisites for Macros](https://help.salesforce.com/s/articleView?id=service.macros_getting_started.htm&release=264.0.0&type=5 "Before you create and run macros, ensure that your org meets the prerequisites for using macros and then add the macros widget or utility to your app.") - [Keyboard Shortcuts for Macros](https://help.salesforce.com/s/articleView?id=service.macros_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work even more efficiently with macros.") # Create Map Actions for Mobile Workers Save mobile workers time and improve location accuracy by letting them complete field tasks directly from the map. Set up map actions to assign geospatial drawing tools to work order actions and object actions, so that mobile workers can create records and update locations by tapping or drawing on the map instead of entering coordinates by hand. ### Required Editions Before you assign an action to the map, configure its underlying Flow, Data Capture package, or Lightning Web Component to receive the coordinates that the map captures. In the Flow, Data Capture package, or component, add text variables whose API names exactly match these injection parameters. - For a point geometry, add `GIS_LATITUDE` and `GIS_LONGITUDE`. - For a polygon geometry, add `GIS_POLYGON`. - For a polyline geometry, add `GIS_POLYLINE`. - To pass the parent work order's context to the action, add `workOrderId`. Without these parameters, the action runs but doesn't receive the coordinates that the mobile worker selects on the map. To use the attributes of a non-primed reference-layer record in a Flow or Lightning Web Component, also add variables whose names match the field names in the ArcGIS feature layer table. Variable labels can't contain a double underscore (`__`).
Available in: Lightning Experience.
Available in: Enterprise Edition with the Asset Service Lifecycle Management add-on license, or in Performance, Unlimited, and Developer Editions.
User Permissions Needed
To set up map actions: Customize Application
Map actions come in two types. - **General Actions** let mobile workers create new records linked to a work order. Mobile workers tap the **+** icon on the map, then use the geospatial drawing tool that you assign to the action to capture location data. - **Object Actions** let mobile workers update or add records on map objects. The mobile worker selects an object and picks one of the actions you've added to its record layout. Depending on how you set up the action, the mobile worker either draws a new location to create a record, or updates an existing object's location by dragging or redrawing its geometry. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Before you set up map actions, you need at least one active connector or a configured Related Objects data layer. The actions that you want to assign must already exist in Object Manager as Flows, Lightning Web Components, or Data Capture flows. General actions must be added to the Work Order record layout. Object actions must be added to the relevant object's record layout. See [Set Up a Native GIS Connector](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_connector_setup.htm&release=264.0.0&type=5 "To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval."). 1. From Setup, find and select **Field Maps Settings**. 2. Open the **Actions** tab. 3. If no actions are configured yet, click **Create Actions**. If actions already exist, click **Manage Map Actions**. ![Create Map Actions dialog. The Action Types column on the left shows General Actions (Work Orders selected) and Object Actions (Asset). The Work Order Actions panel on the right shows one row configured with the Fast Create WO action and the Draw New Point geometry type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_native_gis_create_map_actions_dialog.png) 4. To assign general actions, under **General Actions**, select **Work Orders**. 1. From **Action**, select an action. Only actions associated with Flows, Lightning Web Components, or Data Capture flows appear in the list. 2. From **Geometry Type**, select how the mobile worker captures the location: a point, a line, or a polygon. - **Draw New Point**: Place a marker in a location. - **Draw New Line**: Draw a path by adding multiple points. - **Draw New Polygon**: Draw a shape to define a specific area. 3. To add another action, click **Add Action**. Add actions in the order that you want them to appear to mobile workers on the map. 5. To assign object actions, under **Object Actions**, click **+** to add an object. 1. Select the object whose records appear on the map. 2. From **Action**, select an action that's already added to the object's record layout. 3. From **Geometry Type**, select an option based on what the action does. - To create a new record at a new location, select a draw option (**Draw New Point**, **Draw New Line**, or **Draw New Polygon**) so the mobile worker captures fresh coordinates. - To update an existing object's location, select **Inherit Existing Geometry Type and Location**. The app preloads the object's current geometry, and the mobile worker drags or redraws it to set the new location. 4. To add another action for the object, click **Add Action**. 5. Repeat for each object that you want to expose on the map. 6. Click **Save**. Mobile workers see your general actions when they tap the **+** icon on the map, and they see your object actions when they select an object on the map. The geometry type that you assigned controls how each action captures location data. When a mobile worker completes a map action, the change appears on the map immediately, without waiting for the connector's next sync. **Considerations** - An object's actions appear on the map only if the object is included in an active connector or a Related Objects data layer. If you remove the object from both sources, the **Actions** page shows a warning. Either add the object back to one of those sources, or click **Remove** to delete its action assignments. - Only actions associated with Flows, Lightning Web Components, or Data Capture flows appear in the **Action** list. Quick actions of other types aren't supported. - For general actions, the order you set on this page is the order mobile workers see on the map. For object actions, the order comes from the mobile actions section of the object's record layout in Object Manager. # Create Messaging Components for Real-Time Location Create messaging components for Field Service Appointment Assistant that let customers know when their mobile worker is on the way and when the mobile worker is approaching the work site. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To create messaging components: Configure Messaging
1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Components**. 2. To create the En Route component, click **New Component**. 3. Click **Notification**, and then click **Next**. 4. Enter the plain text version of your automated message. Include the URL placeholder that lets customers navigate to the Experience Builder site for appointment details and arrival information. For example: Your mobile worker is on the way! Track their location here: {!AssignedResource.ApptAssistantInfoUrl} 5. Click **Next**. 6. Enter a name and description for your component. For example, En Route. 7. Click **Done**. The Messaging Component Builder opens. 8. In the left sidebar, click **Parameters**. 9. In the Custom Parameters section, click **New**. 10. Configure the URL parameter. - Name—A label for the parameter. For example, Appointment Assistant Info URL. - API Name—ApptAssistantInfoUrl - Type—**Text** - Object Type—**Assigned Resource** 11. Click **Save**. 12. (Optional) In the left sidebar, click **Text** to further customize the plain text version of your automated message. 13. Save your changes. 14. Repeat these steps to create another component that lets customers know when their mobile worker is approaching the work site. Just change the component name and the message that you send to your customers. For example, change the message to “Your mobile worker is nearing the work site” or something similar. #### See Also - [Set Up WhatsApp in Messaging](https://help.salesforce.com/articleView?id=messaging_set_up_whatsapp.htm&language=en_US) - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) # Create Messaging Users Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp, Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To create messaging user records "Create" on messaging users
To use Data Loader See Data Loader documentation
To mass-create messaging user records, import a CSV file of user data into Salesforce with Data Loader. Doing so lets you add new messaging user records for users who haven’t yet sent you a message in that channel. This way, your team can initiate messaging sessions with opted-in users or send automated messages. Importing messaging users is best for businesses that have a set of historical customer data that includes information like phone numbers and consent status. For example, if you’re migrating or upgrading to an enhanced WhatsApp channel, you may have this data from your previous WhatsApp channel or implementation. Because you need a messaging user's platform key to mass-create messaging user records, it's not possible to use this method for LINE, Apple Messages for Business, or other channels unless your business has messaged with them previously in Salesforce. 1. Find the Messaging Channel ID of the channel where you want to add users. 1. From Setup, go to the **Messaging Settings** page. 2. Click the name of the messaging channel in the list. 3. Copy and save the Messaging Channel ID value. 2. Populate the following data into a CSV file. 1. Customer first name and last name. 2. Messaging platform key: The phone number must be in the E164 format and exclude hyphens, parentheses, and spaces. For SMS, include the country code with a + sign. 3. Messaging channel: Text or WhatsApp 4. The Messaging Channel ID you copied in Step 1 5. Messaging Consent Status: DoublyOptedIn, ExplicitlyOptedIn, ImplicitlyOptedIn, or OptedOut To add a user to multiple channels, create separate entries in the CSV file per channel, per user. For example, create two entries for a user who communicates with your company over SMS and WhatsApp. 3. Open Data Loader on your computer. 4. In Data Loader, select **Insert**. 5. Select **Password Authentication**, then log in with your org credentials. 6. Select **Show All Salesforce Objects** and select the Messaging User object. 7. Import the CSV file you created earlier. 8. Automap the fields and run reports. After a messaging user record is created, it takes about 10 minutes before you can see it in the Send Message action, which is how service reps initiate conversations with customers. #### See Also - [Send a Message to a Customer](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound.htm&release=264.0.0&type=5 "Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.") - [Accessing Messaging and Voice Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US) # Create Multiple Maintenance Schedules To keep assets in tip-top shape, you often need multiple maintenance schedules running at different frequencies. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
For example, a building maintenance company performs minor maintenance on an air conditioning system every three months and a major service, which includes the three monthly service tasks, once a year. With enhanced preventative maintenance, the service manager sets up the minor maintenance on its three-month schedule and the major service yearly. Field service then generates three quarterly service calls for minor maintenance followed by one annual service call for the major service. Similarly, a pool maintenance company cleans a pool monthly and applies a chemical treatment every three months. With enhanced preventative maintenance, the pool service manager sets up schedules for both activities. Field service then generates monthly pool cleaning jobs and every three months adds the chemical treatment task. Multiple maintenance schedules are defined using maintenance work rules. These rules can be defined: - On maintenance plans to define schedules for all of the plan’s maintenance assets that don’t have maintenance work rules. - On maintenance assets. To add maintenance work rules, open a maintenance plan or, from Related Lists, one of its maintenance assets. In the maintenance plan or asset, open the Maintenance Work Rule related list and click New to create a maintenance work rule item. ![Create a maintenance work rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_create_mwr.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Don’t use the New button on the Work Order and Work Order Line Item related lists or list views on Maintenance Work Rules. This button creates work order and work order line item records, but it doesn’t link the maintenance work rules to the work order and work order line item record. It doesn't establish a link because the MaintenanceWorkRule field on Work Order and Work Order Line Item is read-only. This field can’t be updated with the API. # Create New Collaboration Space Deploy this template to provide employees with a standardized way to request for new team or project collaboration spaces. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Channel or Workspace Name: The name of the channel or workspace to be created. - Channel Description: The purpose and intended usage of the channel or workspace. - Channel Type: The privacy type of the channel or workspace, such as Private or Public. - Member Email Addresses: The list of employee email addresses to be added as members. You can add upto 20 email addresses. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Slack in the fulfillment flow. To use this integration, ensure you have [Slack set up in the org](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&type=5&language=en_US). # Create Occasion Access Settings Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record. Every time a user submits a form for Health Verification, Safety Cloud creates a Health Verification record. Safety Cloud compares information from the Health Verification record against the Occasion Access Settings to determine whether to generate a QR code that grants the user access to an event. Occasion Access settings determine which Health Verification records trigger QR code generation and for how long the QR code remains valid. The time for which a QR code remains valid is formulated by a fixed date range or by an offset from the current date/time in minutes. Occasion Access Settings work on form-based Health Verification records and Health Verification records from third-party integrations. To create the Access Settings for an Occasion, complete these steps. 1. From the Occasion object, click **Related**. 2. From the Occasion Access Settings section, click **New.** 3. Enter an Occasion Access Setting Name. For example, Conference 3 day access. 4. Enter a Health Verification Method. The Health Verification method must correspond to a Health Verification Method in your Occasion Settings. 5. Enter a Verification Status. For example, Verified. 6. In the Verification Datetime field, enter safetycloud\_\_TestDateTime\_c. 7. Set a date time range for QR code generation in the Verification Datetime Range Start and Verification Datetime Range fields. The values that you specify in these two fields determine the window of time where the Health Verification record is considered for QR code generation. 8. Set a datetime range or a time in minutes for which the generated QR code remains valid. To set the time range for which the generated QR code remains valid, you can use the Access Offset field or the Access Start Datetime and Access End Datetime fields. You can’t use both. The Access Offset is represented in minutes. Consider using Access Offset for situations where access is required for a short time and is initiated as soon as the user’s health status is verified. For example, you can use the Access Offset for an Amazon delivery driver who needs access to your site for 30 minutes. ![Screenshot shoiwing Access Offset and Access Start and End Datetime fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_occasion_access_offset.png) 9. Save your changes. #### See Also - [Create an Occasion](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_object_setup.htm&release=264.0.0&type=5 "Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event.") - [Create an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_setup.htm&release=264.0.0&type=5 "Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form.") - [Set up a Digital Experience Site with the Health Verification Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_digital_ex_site_setup_hv.htm&release=264.0.0&type=5 "The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it.") # Create Occasion Email Attribute Mappings You can use Occasion Email Attribute Mappings to map the fields that you want to include in the Marketing Cloud Engagement send definition and to pass the field attributes into the email messages. ### Required Editions
Available in: Enterprise and Unlimited Editions
Map Field Definitions
Field Definition
Occasion Email Attribute Mapping Name The name of the mapping record
Occasion Email Mapping The parent record ID of this Email Attribute Mapping
Marketing Cloud Attribute Name
  • Attribute name in Engagement to which the field is mapped
  • Name of the Merge Variable within the Engagement template
Salesforce Field API Name The Health Verification Object Field API name to be mapped
Classic Email templates don’t support dynamic variables. You must configure dynamic variables in Engagement. To create Occasion Email Attribute Mappings, complete these steps. 1. Set up Classic Email Templates. 2. Edit the header, body, or footer as needed, and save your changes To learn how to set up and edit Classic Email Templates, see [Email Templates in Salesforce Classic](https://help.salesforce.com/s/articleView?id=sales.admin_emailtemplates.htm&type=5&language=en_US). 3. After you edit the email templates, from the Occasion Email Mapping record, click **Refresh**. # Create Occasion Rules and Regulations for an Occasion Setting Use the Occasion Rules & Regulations that come with Safety Cloud to stipulate which verification methods and vaccination and testing time ranges are acceptable for Health Verification. You can also configure your own Occasion Rules & Regulations based on event-specific requirements. Before you can create Occasion Rules and Regulations, you must create an Occasion Setting. Complete these steps to create the rules and regulations for Health Verification. 1. Create Occasion Rules & Regulations for a proof of vaccination Health Verification method. 1. From Occasion Setting, go to Occasion Rules & Regulations, and click **New**. 2. For the Verification Method, select **Proof of vaccination**, **Health Card QR code**, and **Unable to Verify**. 3. Enter a numerical value in Days Vaccine Required Prior to Event. 4. Save your changes for the rules and regulations. 5. Save your Occasion Setting changes. 2. Create Occasion Rules & Regulations for a negative Covid-19 test Health Verification method. 1. From Occasion Setting, go to Occasion Rules & Regulations, and click **New**. 2. For the Verification Method, select **Negative COVID-19 Test**, **Health Card QR code**, and **Unable to Verify**. 3. Enter a numerical value in **Days Test Valid Before Event**. 4. Save your rule and regulation changes. The Occasion Rule & Regulation is displayed on the Occasion Rule & Regulation field. 5. Save your Occasion Setting changes. 3. Create Occasion Rules & Regulations for a positive Covid-19 test with recovery Health Verification method. 1. From Occasion Setting, go to Occasion Rules & Regulations, and click **New**. 2. For the Verification Method, select **Positive Covid-19 Test with Recovery** and **Unable to Verify**. 3. Enter a numerical value in **Days Antibody Test Valid Before Event**. 4. Save your rule and regulation changes. The Occasion Rule & Regulation is displayed on the Occasion Rule & Regulation field. 5. Save your Occasion Setting changes. ![Screenshot of rules and regulation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_rules_and_reg.png) # Create Omni-Channel Queues for Workforce Management Route assignments to your agent teams so that they can share the incoming work. Set up a routing configuration and Omni-Channel queues. Then add your agents to each queue. ### Required Editions
View supported editions.
User Permissions Needed
To create or change queues: Customize Application AND Manage Public List Views
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Workforce Management supports Omni-Channel queue-based routing, not Omni-Channel skills-based routing. To set up Omni-Channel queue-based routing, you can use the Omni-Channel setup flow. Or follow these steps and check that your configuration is ready for Workforce Management. 1. Enable Omni-Channel. From Setup, in the Quick Find box, enter Omni-Channel Settings, and then select **Omni-Channel Settings**. Turn on Omni-Channel. 2. Create the service channel that you want to associate with the queue. From Setup, in the Quick Find box, enter Service Channels, and then select **Service Channels**. Although it’s possible to link a queue to more than one channel, we recommend only one channel per queue. 3. Create a routing configuration. From Setup, in the Quick Find box, enter Routing Configurations, and then select **Routing Configurations**. Specify the settings for queue-based routing. To use Omni-Channel queue-based routing in Workforce Engagement, make sure to deselect **Use with Skills-Based Routing Rules**. 4. Create a presence configuration. From Setup, in the Quick Find box, enter Presence Configurations, and then select **Presence Configurations**. 5. Create a queue for the incoming work. From Setup, in the Quick Find box, enter Queues, and then select **Queues**. Name the queue, associate a routing configuration, and select an object to assign to the queue. For example, you can associate the queue with standard supported Salesforce objects, either case, chat transcript, messaging session, or voice call, or with a custom object for your channel. Add the agents who can receive work from each queue as queue members. # Create Operating Hours Keep track of working hours with operating hours. ### Required Editions
View supported editions.
## Create Operating Hours - Open **Operating Hours** from the App Launcher. - Click **New**. - Name your operating hours, and select a time zone. - Save your changes. # Create Operating Hours and Time Slots Define when your team is available to work and the time slots customers can schedule. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create operating hours and time slots: Workforce Scheduling Admin
Operating Hours hold a set of time slots, and each slot names a day, a start time, and an end time. Taken together, operating hours define when work can be scheduled for your resources. 1. From Salesforce Go, search for and select **Workforce Scheduling Data & Permissions**. 2. Click **Create Operating Hours and Slots** and then **New Operating Hours**. 3. Enter the details that identify the operating hours and its slots. - Name: the name of the operating hours. - Description: what this operating hour covers. - Time Zone: the time zone of the operating hours. 4. For the day to which you want to add operating hours, click **Add Hours**. - Click ![Add Hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_add_hours_icon.png) to add additional hours to a specific day. - Select the Start Time and End Time. - Specify the Scope as either **Field** or **On-site**. - If you select the Scope as Field, then also select the Time Slot Type as **Normal** or **Extended**. Select **Extended** to represent overtime shifts. - Add Hours to additional days and then click **Copy to All** to copy the operating hours to other days too. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Ensure that the time slots of the on-site and field time slots don't overlap. 5. Save your operating hours. You can now assign the operating hours and its time slots to a service territory. # Create Operating Hours for Field Service Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view operating hours and time slots: Read on operating hours
To create operating hours: Create on operating hours
To assign operating hours to service resources: Edit on service resources
To assign operating hours to service territories: Edit on service territories
To assign operating hours to accounts: Edit on accounts
To update, create, or delete time slots: Edit on operating hours
To assign holidays to operating hours: Edit on operating hours
We recommend creating operating hours in Guided Setup—a Field Service managed package feature—to save time and gain visibility into how they’re used. Operating hours are an element of the following Guided Setup steps. - Create Service Territories - Create Service Resources - Customize Appointment Booking You can also create and manage operating hours from the Operating Hours tab, outside of Guided Setup. By default, only System Administrators can view, create, and assign operating hours. Also, operating hours aren’t available in the Organization-Wide Default Sharing Settings. Operating hours are composed of time slots, which are managed from the Time Slots related list on an operating hours record. Time slots can vary by day. A day can have multiple time slots, but they must be adjacent for the hours to be respected during optimization. For example, an operating hours record can have the following time slots. - Monday, 9 AM to 5 PM - Tuesday, 9 AM to 5 PM - Wednesday, 6 AM to 12 PM _and_ Wednesday, 12 PM to 6 PM - Thursday, 9 AM to 5 PM - Friday, 9 AM to 5 PM If a resource is unavailable during the day at a specific time slot, you must indicate this using Resource Absence, and not split availability. For example, if a service resource is available on Wednesday, 6 AM to 12 PM, and again from 1 PM to 6 PM, then extend availability from 6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM. Each operating hours record is associated with a time zone, which ensures that scheduling and optimization work properly. For appointment booking hours, Field Service uses the time zone listed on the operating hours of the service appointment’s service territory. This way, one operating hours record can be used to represent appointment booking windows across your customer base. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to find territories that aren't selected. [24-hour operating hours coverage](https://help.salesforce.com/s/articleView?id=service.fs_enable_24hour_ra_for_all_resources.htm&type=5&language=en_US) is supported for mobile workers and capacity-based resources only when you're using Enhanced Scheduling and Optimization. ## Assigning Operating Hours to Service Resources A service resource’s hours can vary depending on the service territory where the resource is working. Service resources therefore have unique operating hours for their primary and secondary territories. Service territory members automatically use their service territory’s operating hours, although the Operating Hours field on the service territory member record appears blank. If a resource needs different operating hours than their territory, assign them separate operating hours on their service territory member record. To view a service territory member record, click the member number in one of the following related lists. - Service Territory Members list on the service territory - Service Territories list on the service resource Operating hours listed on a secondary territory member record are respected during scheduling only if: - They’re identical to or contained within the resource’s primary territory membership’s hours if you aren’t using Enhanced Scheduling and Optimization. - **Respect secondary STM operating hours** is selected. From the App Launcher, find and select the Field Service Admin app. Go to **Field Service Settings** | **Scheduling** | **General Logic**. Otherwise, the primary service territory operating hours are used. For example, suppose Shelly has a primary and secondary service territory. Her Monday hours are 12:00 PM to 5:00 PM in the primary territory, but 9:00 AM to 5:00 PM in the secondary territory. When she’s being scheduled to a Monday service appointment in the secondary territory, her primary hours are used because they’re more restrictive. When you aren’t using Enhanced Scheduling and Optimization, secondary operating hours don’t contribute to resource availability because they’re always fully contained in the primary operating hours. When you’re using Enhanced Scheduling and Optimization, because secondary operating hours don’t need to be fully contained, operating hours on secondary service territories adds resource availability. You can increase resource utilization and reduce response time by enabling your resources to service multiple time zones in one shift. Set operating hours on secondary service territories in various time zones to maximize resource availability. For example, a mobile worker can service adjacent cities in different time zones. Or, a service resource can provide technical assistance from a call center to New York, Tel Aviv, London, and Sydney. For example, Melissa has Columbus, GA, as her primary service territory with 9:00 AM to 5:00 PM operating hours and has a secondary service territory Phenix City, AL, also with 9:00 AM to 5:00 PM operating hours. Columbus, GA is in a time zone that’s 1 hour ahead of Phenix City, AL. Melissa's availability is calculated from each respective territory's operating hours such that Melissa is available to work for 9 hours overall. During the first hour of her shift, Melissa services only Columbus, GA, while for the next 7 hours, she covers both territories. During the last hour of her day, Melissa services only Phenix City, AL. ![Operating hours in multiple timezones](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/shifts_oh_over_multiple_time_zones.png) ## Enforcing Operating Hours If the Field Service managed package isn’t installed, operating hours serve as a suggestion rather than a rule. If the managed package is installed, here’s how operating hours affect scheduling. - During schedule optimization, service resources are assigned only to appointments that fall within the operating hours listed on their service territory member record or, if none is listed, on the primary service territory record. - The Field Service - [Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours.") work rule type ensures that a customer’s appointments fall within their account’s operating hours. Add a work rule of this type to any scheduling policy. When you’re using Enhanced Scheduling and Optimization, visiting hours use the time zone of the operating hours record or the time zone of the service appointment’s service territory, depending on your defined setting. When you’re not using Enhanced Scheduling and Optimization, visiting hours use the time zone of the service territory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Create Apex triggers that limit time slot settings. For example, restrict the start and end times on time slots to half-hour increments, or prohibit end times later than 8 PM. ## Continuous Resource Availability with Operating Hours for All Service Resources Need your service resources available around the clock? Whether it’s capacity-based resources, individual resources, or crews, configuring 24-hour availability makes sure your team is ready to handle both standard and on-call tasks. To enable continuous resource availability via operating hours, start by creating or updating an operating hours record. This setup makes your resources available around the clock without specific start and end times. You can define time slots to reflect standard, extended, or on-call hours, depending on the resource type. - For capacity-based resources (such as contractors): Define one continuous time slot to ensure uninterrupted coverage for the entire time period. - For individual resources and crews: Define either one continuous time slot for 24-hour coverage or separate time slots for standard and extended hours. Standard hours represent the usual work schedule, while extended or on-call hours cover periods when work can be assigned for specific scenarios, such as emergencies. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To assign work during extended hours for specific appointments, such as emergencies, set up record set filter criteria with the source object set to Time Slot and the filtered object set to Service Appointment. Include a designated work rule in the scheduling policy and select the Overtime checkbox in the resource availability rule to allow overtime assignments. See [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&type=5&language=en_US) and [Work Rule Type: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US). For example, for capacity-based resources, you can define a time slot that spans 12:00 AM to 12:00 AM across all days of the week. Doing so makes sure that resources are consistently available without interruptions or specific start and end times. ![24 hour resource availability example screen for contractors](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_oh_create_24hour_availability_example_contractors.png) For individual resources and crews, create categorized operating hours that include both standard working hours (for example, 9:00 AM to 5:00 PM) and extended or on-call hours (for example, 12:00 AM to 9:00 AM and 5:00 PM to 12:00 AM). This approach provides flexibility for assigning specific types of work, such as emergency tasks, during extended periods. ![24 hour resource availability example screen for individual resources or crews](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_oh_create_24hour_availability_example_individuals_crews.png) If you’re not using the time slot editor, define a unified time slot logic for 24-hour coverage by creating daily slots from 12:00 AM to 11:59 PM. Doing so ensures seamless availability across days, because the system automatically merges these time slots into one continuous period. ![24 hour resource availability example screen for daily slots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_oh_create_24hour_availability_example_daily_slots.png) You can alternatively set up continuous availability using shifts. See [Create Flexible Work Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create.htm&type=5&language=en_US). ## Adding Holidays to Operating Hours Modify operating hours by adding holidays, which represent closures or important dates. Holidays appear as unavailable time in the Classic Dispatch Console, and an icon near the date displays holiday details. The shift schedule view also shows holidays as unavailable time. But you can add availability with a shift marked as a holiday shift. Holiday shifts let you assign mobile workers to holiday dates that would otherwise be blocked off. You can assign holidays to individual service resources by creating operating hours assigned to the specific service resource. Individualized operating hours let you adjust a worker's availability based on birthdays, religious holidays, or personal schedules. To apply holiday logic during schedule optimization, make sure Enhanced Scheduling and Optimization is enabled in Field Service Settings. Otherwise, holidays are marked on the calendar but don’t impact scheduling. When you’re using Enhanced Scheduling and Optimization, you can add holidays that represent the time when customers aren’t available to receive services. These holidays take precedence over the customers’ preferences for operating hours. For recurring holidays, only the first upcoming holiday is shown on the Gantt and accounted for in scheduling and optimization. Subsequent holidays show on the Gantt after the first holiday passes. - **[Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5)** Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario. - **[Add Holidays to Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_oh_holidays.htm&release=264.0.0&type=5)** Holidays help you manage the schedule when your business is closed. Create holidays, then add the holidays to your operating hours. Scheduling and optimization processes can take your holidays into account so that work isn't scheduled. - **[24-Hour Continuous Availability for All Service Resources](https://help.salesforce.com/s/articleView?id=service.fs_enable_24hour_ra_for_all_resources.htm&release=264.0.0&type=5)** Ensure 24-hour availability for all service resources, including capacity-based and individual resources or crews, to support seamless scheduling across standard and extended working hours. This setup, available only when you're using Enhanced Scheduling and Optimization, is essential for roles requiring round-the-clock coverage, such as emergency services or IT support. #### See Also - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&type=5&language=en_US) - [Operating Hours Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_fields.htm&release=264.0.0&type=5 "Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Time Zones and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_time_zones.htm&release=264.0.0&type=5 "In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.") - [Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours.") - [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.") # Create Operating Hours with Time Slots Numbers matter when you run a contact center. Keep track of working hours with operating hours and time slots. ### Required Editions
View supported editions.
## Create Operating Hours If operating hours aren’t defined for your call center, create an Operating Hours record for them. 1. Open **Operating Hours** from the App Launcher. 2. Click **New**. 3. Name your operating hours, and select a time zone. 4. Save your changes. ## Add Time Slots to Operating Hours Operating hours are composed of time slots, which are managed from the Time Slots related list on an Operating Hours record. When you set up time slots, consider these special cases. - If your location is 24-7, create a time slot that spans from 12:00 AM to 12:00 AM. - To create a time slot that spans over two days, create two time slots. Set the first day’s end time to 12:00 AM and the second day’s start time to 12:00 AM. 1. Click to open the Operating Hours record. 2. Click **Related**. If you don’t see the Time Slots related list, [add it to the page layout](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&type=5&language=en_US) for Operating Hours. 3. Under Time Slots, click **New**. 4. Select the Day of Week. Each time slot represents a day of the 7-day week. 5. Fill in the rest of the details for that day. Time slots start and end on the quarter hour. For example: 10:00, 10:15, 10:30, and 10:45 are valid times. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note A time slot record includes a type, such as normal or extended. Shift Scheduling and Workforce Engagement don’t use this field. 6. Save your changes. 7. Repeat these steps for each day of the week that's included in the operating hours. To duplicate a time slot to a different day, select **Clone** from that day’s pulldown menu. # Create or Edit a Scheduling Policy in Workforce Scheduling You can customize the default policies or create your own. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
1. From Setup, in the Quick Find box, enter Workforce Scheduling and select **Workforce Scheduling**. 2. Under **Scheduling and Optimization**, select **Appointment Scheduling Logic**, and then select **Scheduling Policies**. 3. To create a policy, click **New**. To edit an existing policy, click on it to open it, or select **Edit** next to the policy. To clone an existing policy, select **Clone** next to the policy. 4. Give your policy a name and description, and then click **Next**. 5. Select work rules from the available list. Work rules define the constraints and requirements that the scheduling engine must follow. The available list depends on whether you’ve enabled Workforce Scheduling for field, on-site, or both. For field scheduling, the Earliest Start Permitted and Due Date work rules (Match Time work rule types), are required in every policy. 6. If both field and on-site scheduling is enabled in your org, a policy can have shared rules that apply to both. For shared work rules, select the Scheduling Method as **Field**, **On-site**, or **Both**. 7. Click **Next**. 8. Select service objectives from the list. Service objectives define what the scheduling engine prioritizes when assigning work. The available list depends on whether you’ve enabled Workforce Scheduling for field, on-site, or both. The Scheduling Method shows whether the objective is for field or on-site. 9. Enter the Weight for each selected objective. Higher weight tells the engine to prioritize that objective more, which influences grading. 10. Save the policy. # Create or Migrate to an Enhanced WhatsApp Channel Set up an enhanced WhatsApp channel in Agentforce Service (formerly Service Cloud) to let your support team help customers over WhatsApp. This article also explains how to move a number from an external business service provider to your enhanced WhatsApp channel. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up WhatsApp channels: Configure Messaging AND View Setup and Configuration
To create WhatsApp channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
- [Step 1: Prepare to Create Your Channel](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&release=264.0.0&type=5 "To get started, review key considerations and configure the Service Console, user access, and routing. For channel upgrades and migrations, turn off two-step verification to make your number available.") - [Step 2: Create Your Channel in Setup](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&release=264.0.0&type=5 "These steps apply whether you’re using a new number, a number that’s in use in a standard channel, or a number that’s in use with an external BSP. ") - [Step 3: Activate Your Channel](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&release=264.0.0&type=5 "Within 14 days of creating your enhanced WhatsApp channel, activate your channel to start the flow of messaging traffic. If you’re migrating from an external business service provider, we recommend activating during a low-traffic time to avoid interruption to ongoing messaging sessions.") Each enhanced WhatsApp channel in Salesforce is linked to a WhatsApp Business Account (WABA). When you set up your channel, we walk you through creating a WABA that's associated with your phone number. To minimize downtime that can occur during a migration from an external business service provider to an enhanced WhatsApp channel, use a test or low-traffic phone number at first. After you set up and test your routing configuration, channel settings, message templates, and customer experience, you can then create your enhanced channel with your desired number and apply your already-tested customizations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you have the Agentforce Contact Center Digital add-on, you must purchase message credits to create a WhatsApp channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full WhatsApp feature set. They appear in Digital Wallet under the [Salesforce Message Credits - WhatsApp card](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). ![Active WhatsApp conversation from Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_images.png) ## Step 1: Prepare to Create Your Channel To get started, review key considerations and configure the Service Console, user access, and routing. For channel upgrades and migrations, turn off two-step verification to make your number available. 1. Review our WhatsApp phone number criteria, account criteria, channel limitations, and migration considerations. See the resources linked at the end of this article. 2. If you’re migrating your number from another business service provider (BSP) and can’t access your original WhatsApp Business account, ask the BSP to turn off two-step verification for your number. Contact WhatsApp if you’re not sure who your previous BSP was. If you do have access to your original account, do it yourself: 1. Log into Meta Business Manager as an admin. 2. Select your WABA and enter WhatsApp Business Manager. 3. In the settings of the phone number that you’re migrating, turn off two-step verification. 4. Click the link in the email verification sent by WhatsApp. 3. Complete the steps in [Get Started with Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5 "Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console."). ## Step 2: Create Your Channel in Setup These steps apply whether you’re using a new number, a number that’s in use in a standard channel, or a number that’s in use with an external BSP.  To speed up channel setup, use the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude. 1. In Setup, enter Messaging in the Quick Find box, and then select **Messaging Settings**. 2. Click **New Channel**, and then click **Start**. 3. Click **WhatsApp**, select **Enhanced**, and then click **Next**. 4. Review and accept the terms and conditions, and then click **Next**. 5. Disable any pop-up blockers. Then, click **Connect to WhatsApp**. ![Connect to WhatsApp screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_enh.png) 6. In the window that appears, enter your Facebook login credentials. 7. Follow the prompts to: 1. Create or select a Meta Business Account. 2. Create a WhatsApp Business account (WABA). A few things to note: 1) We don’t support associating a single WABA with more than one Salesforce org. A sandbox and a production org are considered two separate orgs. 2) If you’re migrating, make sure the account name exactly matches the name of your original account. We don’t support associating a single WABA with more than one Salesforce org. A sandbox and a production org are considered two separate orgs. 3. Create or select a WhatsApp Business profile. If you’re upgrading or migrating, create a new one whose profile name exactly matches the name of your original profile. 4. Select your WhatsApp Business phone number or register a new one, and verify it by text or voice call. 8. When a message notifies you that you’re almost ready to chat, click **Finish**. 9. In Salesforce Setup, the channel setup flow shows that your WhatsApp account is connected. Click **Next**. If you selected a WhatsApp Business account that can’t be used, we let you know here. 10. Select your WhatsApp number and click **Next**. 11. Enter your chat acknowledgment message and click **Next**. If needed, you can edit this auto-response and others later in your channel settings. 12. Choose how to route incoming messages to service reps. 1. To set up a basic routing solution from scratch, select **Create a new queue**. The flow walks you through creating a queue and routing configuration and adjusting service rep messaging workload. 2. To use an existing queue or an Omni-Channel flow, which supports more complex routing logic and lets you route to bots, select **Set up routing later**. 13. Complete and exit the flow. 14. If you selected **Set up routing later**, finish configuring your routing. 1. On the Messaging Settings page, find your new channel and click **Edit** in its action menu. 2. If you want to route to an Omni-Channel flow: In the Routing section, select the **Omni-Flow** routing type. Select your Omni-Channel flow in the Flow Definition field, and select a fallback queue to receive any messaging sessions that the selected flow can’t route. 3. If you want to route to a queue: In the Routing section, select the **Omni-Queue** routing type, and select a queue to receive this channel’s incoming messages. 4. Save your changes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important After you create your channel, you might be tempted to log into the WhatsApp mobile or desktop application with this number. Don’t! Otherwise, you won’t be able to activate the channel in Salesforce. ## Step 3: Activate Your Channel Within 14 days of creating your enhanced WhatsApp channel, activate your channel to start the flow of messaging traffic. If you’re migrating from an external business service provider, we recommend activating during a low-traffic time to avoid interruption to ongoing messaging sessions. 1. Review the steps in the [Enhanced Messaging Channel Activation Checklist](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5 "After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.") to make sure that your channel is ready for business. 2. In Setup, go to the Messaging Settings page and click your channel’s name. 3. At the top of the page, click **Activate Channel**. After a channel is activated, it shows as active in the channel list. You can [deactivate](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp.") it at any time to pause messaging traffic. If you don’t activate your channel within 14 days of creating it, you must reverify your number with WhatsApp in one of two ways: - Log into Meta Business Manager, go to your number’s settings, and reverify it. - Repeat the New Channel setup flow on the Messaging Settings page using the same phone number. Then, try activating the channel again. Need help with WhatsApp? Review [WhatsApp Business Platform Support Considerations.](https://help.salesforce.com/s/articleView?id=000679217&type=1&language=en_US) # Create Or Update Contact Center Users in Bulk Use Salesforce Bulk APIs to add contact center users in bulk. You can use this bulk operation if you want to add or update more than 100 users at a time. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect (also applies to Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file) - Salesforce Voice with Partner Telephony
View supported editions.
1. Create a CSV file with the required fields, and add the user records. 1. If you use the Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect license, then create a CSV file with the fields: Argument1: Add the email ID of the user. Argument2: Add the user ID in this field. The user ID must be 18 characters, and use your preferred method to fetch it from the Id column of the User table. Argument3: Add the profile of the user. This is a case-sensitive field, and the only possible values are Admin, Agent, and CallCenterManager. Argument4: Add the routing profile ARN corresponding to the Salesforce contact center group in your Amazon Connect account. Argument5: Add the contact center ID. BulkAction: The value for this field must be `AddUsers`. An example CSV file is available in [Github](https://github.com/service-cloud-voice/examples-from-doc/blob/main/BulkOperations/amazon_connect_add_users.csv). 2. If you use the Salesforce Voice with Partner Telephony license, then create a CSV file with the fields: Argument1: Add the email ID of the user. Argument2: Add the user ID in this field. The user ID must be 18 characters, and use your preferred method to fetch it from the Id column of the User table. Argument5: Add the contact center ID. BulkAction: The value for this field must be `AddUsers`. In this case, the Partner Telephony Permission Set is also automatically assigned to the user. An example CSV file is available in [Github](https://github.com/service-cloud-voice/examples-from-doc/blob/main/BulkOperations/partner_telephony_add_users.csv). 2. Follow the instructions in the [Bulk API guide](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) for using the bulk API to create a job, upload job data, and complete the upload. Use your preferred method to trigger the ContactCenterBulkOp entity, and upload the CSV file. The fields of the ContactCenterBulkOp entity are: Argument1: Mandatory field. This field represents the email ID of the user. Argument2 : This field represents the user ID. Argument3 : This field represents the profile of the user. Argument4 : This field represents the routing profile ARN corresponding to the Salesforce contact center group in your Amazon Connect account. Argument5 : This field represents the contact center ID. ErrorMessage : If an error occurs, this field indicates the error message. Otherwise, this field is blank. Status : Indicates the status of the bulk action. BulkAction: Mandatory field. Allowed value is `AddUsers`. VoiceProvisioningJobID: This field represents the job ID. You can add or update only the Argument1, Argument2, Argument3, Argument4, Argument5, and BulkAction fields. The remaining fields are read-only. 3. Query the Status field to check the status of the bulk action. Refresh the Salesforce org and Amazon account to verify the new users added in the contact center. When using Salesforce Bulk APIs to add or update contact center users in bulk, it's best to keep the maximum number of users per request at 5,000. If an error occurs in the CSV file for one or more users, then the operation fails only for those users, and you can query the ErrorMessage field to see the error message. You can also use the ContactCenterBulkOp entity to update the field values of a contact center user. #### See Also - [_Salesforce Developer Guide_: Bulk API 2.0](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/bulk_api_2_0.htm) # Create or Update Your Contact Flows Sample contact flows are available in GitHub. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect 1. Download the required flows from [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). 2. Import the flows into your Amazon Connect instance. 3. Update the required the Lambda functions in the different blocks of the contact flow. See [Amazon Documentation](https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-flows.html). # Create Page Layouts for Different IT Service Knowledge Articles Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and edit page layouts: Customize Application
To assign page layouts: Manage Users
Before you create page layouts, create [custom fields](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5 "Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions.") and [record types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5 "Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions.") for IT service knowledge articles. 1. Create a page layout. 1. In Setup, find and select **Object Manager**. 2. Find and select the **Knowledge** object. 3. Select **Page Layouts**. 4. Click **New**. 5. From the dropdown menu for Existing Page Layout, select **Knowledge Layout**. 6. Enter the **Page Layout Name**, such as Troubleshooting Guide. 7. Save your changes. 2. Customize the page layout by dragging and dropping the fields that are relevant to that knowledge article type. 1. In the Page Layout Editor, drag fields from the palette onto the Information section of the layout. For example, include fields such as Summary, Publication Status, and Owner 2. To add custom fields, create a section, such as Details and drag your custom fields from the palette. For example, add fields such as Issue, Root Cause, and Resolution. 3. Add related lists to the page layout by dragging them from the palette to the Related Lists section. Examples include Cases, Incidents, Problems, and Change Requests. 4. To add authoring actions, drag actions from the Mobile & Lightning Actions section in the palette to the Salesforce Mobile and Lightning Experience Actions section. For example, add actions such as Edit as Draft, Publish, and Delete Article. 5. Save your changes. When prompted, click **Yes** to override the user’s layout preferences. 3. Assign the page layout to the relevant record type. 1. From the Knowledge page, select **Page Layout Assignment**. 2. Click **Edit Assignment**. 3. Select the cells that you want assign a particular page layout to. For example, to assign the custom page layout you created for Troubleshooting Guides, select the entire column. 4. From the **Page Layout To Use** dropdown, select the page layout you created. 5. Save your changes. Similarly, create custom page layouts for other knowledge article record types you created previously. # Create Performance Goals Deploy this template to provide employees with a standardized way to create new performance goals. ### Required Editions
View supported editions.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Title, Description, Due Date, Percent Complete, Shared with Employee IDs, Start Date, Case Origin, Subject. ## Fulfillment and Integration This template includes preconfigured integration through the BambooHR connector for intake and/or fulfillment tracking. Custom logic, routing, or approvals can be managed using Flow Builder. # Create Permission Sets for Appointment Assistant Contactless Signature You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service Appointment Assistant permission set license to share the service report with the customer. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
The Field Service Appointment Assistant managed package and permission set license are required.
User Permissions Needed
To create permission sets: Manage Profiles and Permission Sets
1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create the permission set. 1. Click **New**. 2. For Label, enter the name of the permission set, for example, Appointment Assistant. 3. Click the API Name field to populate it. 4. For License, select **Field Service Appointment Assistant**. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_2_permission_sets.png) The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account executive for help. 5. Save the permission set. 3. Enable the permission set. 1. Open the Appointment Assistant permission set that you created. 2. In System, click **System Permissions**. 3. Click **Edit**, and enable the Field Service Appointment Assistant permission. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_3_system_permissions.png) 4. Save your changes. 4. Assign the permission set to each mobile worker. # Create Persistent Links to Lightning Knowledge Articles You can manually create a permanent link to a Lightning Knowledge article. The link, called a permanent or static link, points to the latest version of an article in the user’s preferred language. You can embed an article link in external sites and documents to provide your users with access to the latest version. ### Required Editions
Available in Lightning Experience. View supported editions.
User Permissions Needed
To view articles:

Lightning Knowledge User

AND

Read on the Knowledge Base object

AND

Read on URL Name field
When publishing a link to a Knowledge article, it’s important that the link continues to work when a new version of the article is created. To add a link to a Knowledge article within Salesforce, use Smart Links. When you want to publish a link in an external resource, use the format described here to create a static article link. A static link persists across versions and is based on the article’s URL name, your Salesforce domain, and a few other pieces of information. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning If you change the URL name in the article record, you must update any links using the original URL name. 1. Open a text file to construct the URL. 2. Open the article that you want to create a link for. 3. In the browser window with your article, copy your Salesforce domain from the address bar into the text file. For example, in the URL https://example.lightning.force.com/lightning/o/Knowledge\_\_kav/list?filterName=00BB00028DpSU, the domain is example.lightning.force.com. 4. In the text file, append the path for the Lightning Knowledge article after your domain. For example, after your domain string, add /lightning/articles/KnowledgeBaseName/, where the Knowledge base name is the label for the object that contains your articles. By default, the label is Knowledge. If your domain ends in .com, your URL now looks like this: https://example.lightning.force.com/lightning/articles/Knowledge/ 5. In the article record, locate the URL Name field, and copy the contents to the end of your new URL. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The article URL is case-sensitive, so confirm that the /lightning/articles/KnowledgeBaseName/ portion of the URL and the capitalization of your article’s URL name is correct. The static URL looks something like this: https://example.lightning.force.com/lightning/articles/Knowledge/My-knowledge-article 6. **Optional:** Specify the article’s language using the ISO code. The format for adding the language parameter string is: SalesforceDomain/lightning/articles/KnowledgeBaseName/URLName?language=xx\_XX For example, if the URL name is shipping-faq and you want to link to the version in French, your static URL looks like this: https://example.lightning.force.com/lightning/articles/Knowledge/shipping-faq?language=fr\_FR If the URL name is different for each language, use the version-specific name and don’t add the language code. 7. Add the static article URL to your external document or page. #### See Also - [Insert Smart Links into Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_smartlink_lex.htm&release=264.0.0&type=5 "Smart links go to the right article and version, even when a new version is published or the URL name changes. You create smart links in your article’s rich text fields, so rich text fields must be enabled.") - [Create Smart Links with the Link Tool in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink_manual.htm&release=264.0.0&type=5 "Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor.") # Create Presence Configurations Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
When you enable Omni-Channel in your organization, Salesforce creates a presence configuration for you, called the Default Presence Configuration. All your service reps are assigned to that configuration automatically. However, you can create a presence configuration and assign individual service reps to it to customize Omni-Channel settings for a subset of your service reps. If you reassign service reps to a custom presence configuration, they’re excluded from the Default Presence Configuration. 1. From Setup, in the Quick Find box, enter Presence, and then select **Presence Configurations**. Then click **New**. 2. Choose the settings for your presence configuration. 3. Click **Save**. 4. Refresh the page and log in to Omni-Channel. ## Presence Configuration Settings To define the Omni-Channel settings that are assigned to service reps, customize your presence configuration settings. ### Basic Information These settings configure the basic functionality that’s available to service reps when they’re signed in to Omni-Channel.
Setting What It Does
Presence Configuration Name

Names the presence configuration.

This configuration name, or a version of it, automatically becomes the Developer Name.
Developer Name Sets the API name for the configuration.
Capacity Determines the service rep’s maximum capacity for work. The size of the work item that you specified in the routing configuration consumes the service rep’s capacity.
Interruptible Capacity Sets the maximum amount of interruptible work that a service rep can handle at a time. If this value is blank, it defaults to the same value as the Primary Capacity field.
Automatically accept work requests

Automatically accepts work assignments that are pushed to a service rep. These work items open automatically in the service rep’s workspace, so the service rep isn’t required to accept them manually from the Omni-Channel component.

If Allow Agents to Decline Requests is enabled, you can’t use this setting.

When this setting is enabled, where the work appears depends on what tabs the service rep has open. For example, if no tabs are open, the work appears automatically in an in-focus tab. If the service rep has tabs open, the work opens in the background. If the service rep has a tab open for the work already, then that tab comes to the forefront.

Allow agents to decline work requests

Allows service reps to decline incoming work items. If Automatically Accept Requests is enabled, service reps can’t decline requests.

If you configured work to be routed to a specific service rep and that service rep is required, don’t enable this option. When a specific service rep is required, this option isn’t supported.
Update Status on Decline

Automatically changes the service rep’s status to the status that you specify when the service rep declines a work item. By default, the status is set to offline for declined voice calls. Salesforce Voice uses this mechanism to force service reps to reset their status when they’re ready to receive calls again. Otherwise, they could continue to receive and miss calls indefinitely.

This setting is available only if Allow Agents to Decline Requests is enabled.

When you update statuses on declined or missed calls, the service rep’s presence status changes, but their Amazon Connect status remains as Missed. We recommend that you set the presence status to Update to Busy or Offline to keep the service rep's status in sync with Amazon Connect when they decline or miss a call.
Allow agents to choose a decline reason

Allows service reps to choose a reason when declining work assignments.

This setting is available only if Allow Agents to Decline Requests is enabled.
Update Status on Push Time-Out

Automatically changes the service reps’s status when a work assignment that’s been pushed to them times out. By default, the status is set to offline for missed voice calls. Salesforce Voice uses this mechanism to force service reps to reset their status when they're ready to receive calls again. Otherwise, they could continue to receive and miss calls indefinitely.

This setting is available only if Push Time-Out is enabled.

When you update statuses on declined or missed calls, the service rep’s presence status changes, but their Amazon Connect status remains as Missed. We recommend that you set the presence status to Update to Busy or Offline to keep the service rep's status in sync with Amazon Connect when they decline or miss a call.
### Audio Settings These settings configure the notification sounds Omni-Channel uses.
Setting What It Does
Play a notification sound for work requests Plays a sound in the service rep’s Omni-Channel component when a work request is received.
Notification Sound

To play the default sound, select Default. To play a custom sound, select Custom Sound, and then select the audio file that’s uploaded to Static Resources. Valid file types are aac, flac, mp3, ogg, opus, and wav.

You can also set this option at the service-channel level, which overrides the setting here at the presence-configuration level.
Sound Length (Seconds)

Select how long to play the notification sound. The maximum length is 30 seconds.

You can also set this option at the service-channel level, which overrides the setting here at the presence-configuration level.

If the customer ends the session before the service rep joins the conversation, the service rep still hears the notification sound for the specified length of time.
Play a notification sound if Omni Channel loses connection Plays a sound in the service rep’s Omni-Channel component when the service rep loses connection with Omni-Channel.
### After Conversation Work Time These settings configure how much time a service rep has to wrap up work after finishing a conversation. | Setting | What It Does | | --- | --- | | Give agents wrap-up time after conversations | Gives service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps see the countdown in the After Conversation Work (ACW) component. | | Duration (seconds) | Indicates how many seconds service reps have, from 30 to 3,600, to complete their closing work after a conversation. If Give agents wrap-up time after conversations is selected, this field is required. | | Let agent extend timer (seconds) | Gives service reps the option to pause the After Work Conversation timer to prevent being put back into available status before completing after conversation work. | | Extension duration (seconds) | Indicates how many seconds service reps have, from 15 to 3,600, to extend their closing work after a conversation. If Let agent extend timer (seconds) is selected, this field is required. | | Max Extensions | Indicates how many times, from 1 to 10, service reps can pause the After Work Conversation timer. If Let agent extend timer (seconds) is selected, this field is required. | ### Assign Decline Reasons These settings appear when Allow Agents to Decline Requests and Allow Agents to Choose a Decline Reason are selected. | Setting | What It Does | | --- | --- | | Available Decline Reasons | Indicates the decline reasons that are eligible to be assigned to the configuration. | | Selected Decline Reasons | Indicates the decline reasons that are assigned to the configuration. | ### Agent Settings These settings apply to service reps in a presence configuration.
Setting What It Does
Agent Alias (Enhanced Messaging Only) Replaces an actual service rep’s name in Enhanced Messaging transcripts. You can create an alias from scratch, such as Support Rep, or use a preset merge field such as First Name, Nickname, or Alias. Setting a service rep alias is optional. If set, it applies to all users in a presence configuration.
Transfer Destinations (Enhanced Messaging and Salesforce Voice with Telephony Providers, with routing from Omni-Channel Unified Routing)

For Messaging, specifies whether reps see all profiles, queues, and flows for transfer destinations and conference destinations or a subset of destinations. If no settings are selected, all destinations are listed. To control the transfer destinations that reps can see, select specific profiles, queues, or flows.

For Voice with Omni-Channel Unified Routing, specifies whether reps see all profiles and queues for transfer destinations or a subset of destinations. If no settings are selected, all profiles and queues are listed. To control the transfer destinations that reps can see, select specific profiles or queues.
### Assign Users Assign eligible users to the configuration to give them access to Omni-Channel functionality. You can also assign profiles to a configuration. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning Users can be assigned to only one presence configuration at a time. If you assign the same user to a second presence configuration, the system removes that user from the first presence configuration without warning you. So make sure that you know which presence configuration assignment is required for each user. For example, let’s say that User A is assigned to Presence Configuration A. Then you create Presence Configuration B and assign User A to it without realizing that the user was assigned to another presence configuration. Salesforce removes User A from Presence Configuration A and reassigns the user to Presence Configuration B without notifying you. | Setting | What It Does | | --- | --- | | Available Users | Indicates the users who are eligible to be assigned to the configuration. | | Selected Users | Indicates the users who are assigned to the configuration. | ### Assign Profiles Assign eligible profiles to the configuration to give users who are associated with the profiles access to Omni-Channel functionality. If a user is assigned a configuration at the profile and user levels, the user-level configuration overrides the configuration that’s assigned to the user’s profile. | Setting | What It Does | | --- | --- | | Available Profiles | Indicates the user profiles that are eligible to be assigned to the configuration. | | Selected Profiles | Indicates the user profiles that are assigned to the configuration. | # Create Presence Statuses Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
A presence status can encompass one or more channels of work items. For example, you might create a presence status called “Available for Web Support” that includes service channels for chats and emails. When service reps are signed in to that presence status, they can receive incoming chats and emails. Genius! 1. From Setup, enter Presence in the Quick Find box, select **Presence Statuses**, then click **New**. 2. Choose the settings for your presence status. 3. Click **Save**. ## Presence Status Settings Customize your presence status settings to define which service channels are assigned to difference statuses. Service reps can sign in to Omni-Channel with different statuses depending on the types of work that they’re available to receive. ### Basic Information Use these settings to name your presence status.
Setting What It Does
Status Name

Names the presence status.

This presence status name, or a version of it, automatically becomes the API Name.
API Name Sets the API name for the presence status.
### Status Options These settings indicate whether service reps are online or busy when they use this status. | Setting | What It Does | | --- | --- | | Online | Lets service reps who use this status receive new work items. | | Busy | Lets service reps who use this status appear away and indicates that they’re unable to receive new work items. | ### Service Channels Assign service channels to your presence status. Service reps who sign in with this presence status can receive work items from the channels that you select. | Setting | What It Does | | --- | --- | | Available Channels | Indicates the service channels that are eligible to be assigned to the presence status. | | Selected Channels | Indicates the service channels that are assigned to the presence status. | # Create Problems Automatically from Incidents with Einstein IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history, related tickets, and attached files. IT fulfillers can quickly review and save the problem. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create problems using Einstein: Prompt Template User permission set
1. From App Launcher, go to Agentic IT Service Desk. 2. On the Incidents tab, open a record from the All list view. 3. From the quick actions menu, select **Create Problem with Einstein** from quick actions menu. Einstein analyzes the incident and its related records to automatically draft a problem record. 4. Review the problem record generated by Einstein to make sure the accuracy of key fields, including subject, category, description, impact, urgency, and priority. 5. Click **Save**. The problem record is created successfully. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Sarah is an IT Fulfiller at Cumulus Bank. An employee creates a record with these details: - Incident Number: INC0002 - Subject: CRM Application is Unavailable - Attachment: A screenshot showing a browser window with a "503 Service Unavailable" error banner. Based on assignment rules set up by the admin, the incident INC-0002 is initially assigned to the IT Support group. Sarah, an IT fulfiller, reviews the incident, including the attached screenshot. She recognizes the incident as part of a larger related issue tied to recent CRM server maintenance, based on the recurring "Error 503 Service Unavailable" messages confirmed in the incident description and the attached file. Sarah decides to initiate a formal problem investigation. She clicks **Create Problem with Einstein** on the incident record. Einstein analyzes the incident details and associated incidents, and attached files. Einstein gives particular weight to the description's error message, "CRM application is unavailable," and to the attached screenshot, which confirms the same 503 error signature across multiple reports. Einstein drafts a new problem record automatically, which includes key details such as category, subject, description, impact, urgency, and priority summarized from incident details and attached file. The new problem record is created (PRB-0023), saving Sarah the manual effort of drafting it from scratch and helping her to immediately begin the investigation. ![Create Problem with Einstein](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_create_prblm_with_einstein.png) # Create Product Items to Represent Inventory After you customize your field service inventory settings, track where your inventory is stored by creating product items. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create product items: Create on product items
To view product item transactions: Read on product items
To create, update, or delete product item transactions: Edit on product items
Product items represent your inventory. Each product item is linked to a storage location, such as a van or warehouse, and to a specific product, indicating the item being stored. Create product items so you can track inventory usage and restock when necessary. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Before you get started, choose whether to assign serial numbers to product items for identification purposes. - If you assign a serial number, each product item represents a single item in your inventory: for example, create one product item representing a motor with serial number 012345 stored at Warehouse A. Before serializing product items, review the Inventory Management limitations in [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service)."). - If you choose not to assign serial numbers, you can specify a quantity on each product item. Product item quantities auto-update to reflect transfers between locations. Create one product item for every location that has the product in stock. For example, create: - One product item representing 100 batteries stored at Warehouse A - One product item representing 15 batteries stored in Service Van 1 1. From the Product Items tab, click **New**. 2. Use the lookup field to select a product. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To add products to your org, see [Guidelines for Creating Products](https://help.salesforce.com/s/articleView?id=sales.products_guidelines_for_creating.htm&type=5&language=en_US). 3. Use the lookup field to select the location where the product item is stored. Only locations that have the **Inventory Location** option selected can be associated with product items. 4. Enter the Quantity on Hand, which is the amount at this location. If you intend to add a serial number, this value will likely be 1. 5. If needed, add a unit of measure; for example, grams, packs, or units. These values are inherited from the Quantity Unit of Measure field on products. 6. If the Quantity on Hand is 1, enter a serial number. 7. Click **Save**. The product item now appears in the Product Items related list on the associated location and product records. In addition, the Product Item Transactions related list on the product item now contains a “Replenished” transaction that tells you when the product item was created. If you update a product item, a new product item transaction is created with a type of “Adjusted” and a quantity that is the difference between the old and new Quantity On Hand. Deleting a product item deletes all related product item transactions. #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Manage Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_manage_inventory.htm&release=264.0.0&type=5 "Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns.") # Create Product Service Campaigns in Field Service Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life communication, or similar product update. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
If your Salesforce org was created before Spring ’21, add the Product Service Campaign Item related list to Product Service Campaign. ## Manage a Product Service Campaign Managing a product service campaign involves these steps. - Create a product service campaign. - Identify the assets affected and creating a product service campaign item for each asset. For product service campaigns with several tasks to complete, consider creating a work type. - Create work orders and work order line items, return orders and return old line items, or a combination of both to complete the campaign tasks. ## Create a Product Service Campaign - Navigate to Product Service Campaign and click **New**. - Enter the details of the product service campaign. - Save the record. ## Add Product Service Campaign Items - Navigate to the Product Service Campaign, and from the Product Service Campaign Items related list and click **New**. - Enter the details of the product service campaign item. - Save the record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Where there are many assets for the product subject to the product service campaign, create the product service campaign items using Data Loader. ## Add Work Orders and Return Orders - Navigate to either Product Service Campaign or Product Service Campaign Items, and from the Work Orders and Return Orders or Work Order Line Items and Return Order Line Items related list, click **New**. - Enter the details of the work order and return order or work order line items and return order line items. - Save the record. # Create Public Groups for Knowledge Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create or edit a public group: Manage Users
To create or edit another user’s personal group: Manage Users
For example, when a member of the [Candidate](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5) public group submits an article with the status Work in Progress for approval, it is automatically approved and published. If the same service rep submits an article with Validated Internal status, it moves to the Publishing External queue to be reviewed before being published. 1. From Setup, enter Public Groups in the Quick Find box, then select **Public Groups**. 2. Click **New**, or click **Edit** next to the group you want to edit. 3. Enter the following information:
Field Description
Label The name used to refer to the group in any user interface pages.
Group Name (public groups only) The unique name used by the API and managed packages.
Grant Access Using Hierarchies (public groups only)

To allow automatic access to records using your role hierarchies, select Grant Access Using Hierarchies. When selected, any records shared with users in this group are also shared with users higher in the hierarchy.

Deselect Grant Access Using Hierarchies if you're creating a public group with All Internal Users as members, which optimizes performance for sharing records with groups.

If Grant Access Using Hierarchies is deselected, users that are higher in the role hierarchy don't receive automatic access. However, some users can still access records they don't own. Examples of such users include users with the View All Records and Modify All Records object permissions and the View All Data and Modify All Data system permissions.
Search

From the Search dropdown, select the type of member to add. If you don't see the member you want to add, enter keywords in the search box and click Find.

For account owners to see child records owned by high-volume Experience Cloud site users, they must be members of any share groups with access to the site users' data.
Selected Members Select members from the Available Members box, and click Add to add them to the group.
Selected Delegated Groups In this list, specify any delegated administration groups whose members can add or remove members from this public group. Select groups from the Available Delegated Groups box, and then click Add. This list appears only in public groups.
4. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When you edit groups, sharing rules are automatically reevaluated to add or remove access as needed. If these changes affect too many records at once, a message appears warning that the sharing rules aren’t automatically reevaluated, and you must manually recalculate them. Now assign only the necessary actions to your groups so the selected members can perform their tasks while keeping the integrity of your knowledge base. #### See Also - [Create Workflow Actions for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_actions_create.htm&release=264.0.0&type=5 "Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.") - [Assign Article Actions to Public Groups](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Create Queues Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications. ### Required Editions
View supported editions.
User Permissions Needed
To create or change queues:

Customize Application

AND

Manage Public List Views
To change queues created by other users:

Customize Application

AND

Manage Public List Views and Manage Users
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Instead of completing this task manually, get help from Setup with Agentforce. For example, tell the Setup agent, “Create a queue named ‘Tier 2 Support.’” For more information, see [User Access Management in Setup with Agentforce](https://help.salesforce.com/s/articleView?id=xcloud.setup_agentforce_user_access.htm&language=en_US). 1. From Setup, enter Queues in the Quick Find box, then select **Queues**. 2. Click **New**. 3. Enter a label and queue name. The label is the name of the list view that users work from. 4. Add the relevant description in the Queue Description field. 5. Choose whom to notify when new records are added to the queue. 6. To allow automatic access to records using your role hierarchies, select **Grant Access Using Hierarchies**. When selected, any records shared with users in this queue are also shared with users higher in the hierarchy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you disable the Grant Access Using Hierarchies setting for an object on the Sharing Settings page, records of this object aren’t shared with users higher in the hierarchy, even if you enable Grant Access Using Hierarchies for the queue. However, Salesforce admins and users with the View All Records and Modify All Records object permissions and the View All Data and Modify All Data system permissions can still access records they don’t own, regardless of the value of Grant Access Using Hierarchies in Sharing Settings or on the queue. 7. If your org uses divisions, select the queue’s default division. Cases inherit the division of the contact that they’re related to. If a case doesn’t have a contact, it’s assigned to the default global division. 8. Add objects to include in the queue. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip When Omni-Channel routes work through a queue that supports multiple object types, like cases and messaging sessions, routing priority issues can occur. Specifically, one object type (like cases) prevents others (like messaging sessions) from being routed. If your queue has multiple objects, ensure that the reps working that queue are online for all channels supported by the queue. If a rep is available for only one channel, work may not be pushed to them, even if it corresponds to the channel for which they are online. 9. Add queue members. Members can be individuals, roles, public groups, territories, connections, or partner users. 10. Save the queue. 11. If you want, set up assignment rules for your lead or case queues so that records that meet certain criteria are automatically added to a queue. To view the queues that a user is a member of, from Setup, in the Quick Find box, enter Users, then select **Users** and select the user. In the user’s Queue Membership related list, you can create a queue or click a queue name to view its details. ## Guidelines for Adding Queue Members Keep these considerations in mind when adding queue members. - Depending on your sharing settings, only queue members and users above them in the role hierarchy can take ownership of records in the queue. - You can control the default value of the Grant Access Using Hierarchies setting using the org-level setting “Grant access using hierarchies by default in new queues” on the Sharing Settings page. For more information, [see this Help topic](https://help.salesforce.com/s/articleView?id=platform.security_sharing_queue_hierarchy.htm&language=en_US). - To manage members of a queue that’s mapped to a contact center for voice calls, Messaging sessions, or both, don't use the Queues page. Instead, use the Contact Center details page. For more information, see [Manage Contact Center Queues in Salesforce and Your Contact Center](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&type=5&language=en_US) or [Manage External Routing Queues for a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_partner_routing.htm&type=5&language=en_US). - If you add a role and its subordinates to a queue, all users with that role and their subordinates are added as queue members. If the Grant Access Using Hierarchies setting is selected, anyone above that role is also added as managers of the queue members. - If you use queues for tasks, keep in mind that emails, notifications, and reminders are sent about task assignments only after the task is reassigned from a tasks queue to a specific user. - Work can be routed to queue members only, not their managers. - Guest users can’t be queue members. - In Salesforce orgs created before February 8, 2024, records that were previously accessible to Roles and Subordinates become available to Roles, Internal and Portal Subordinates when you enable digital experiences. Review queues that contain Roles, Internal and Portal Subordinates members, and replace them with Role and Internal Subordinates as required. # Create Quick Actions for the Field Service Mobile App Add quick actions to object page layouts so your mobile workforce can quickly create and edit records, send messages to contacts, and more. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To create quick actions and add them to page layouts: Customize Application
Users viewing records can call a quick action by tapping the action from the action launcher. Quick actions are assigned to record page layouts. For example, you can add a Create Opportunity action to the contact page layout to let users create an opportunity from any contact record in the app. The app supports quick actions of the types **Create a Record**, **Update a Record**, and **Lightning Web Components**. Other action types aren’t supported. As an example, let's create a work order quick action and add it to the work order overview screen. You can follow these steps for any Field Service object available in the app. 1. From the Object Manager in Setup, click **Work Orders**, then click **Buttons, Links, and Actions**. 2. Click **New Action**. 3. Configure an action to either create or edit a record, and save your changes. 4. From the Object Manager, click **Page Layouts** under Work Orders. 5. Click the work order page layout. 6. From the layout editor, select **Quick Actions**. 7. Drag your newly created action into the **Quick Actions in the Salesforce Lightning Publisher** section. 8. Save your changes. The action is visible in the app and on the full Salesforce site. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you modify a page layout, users must log out and log in to the Field Service mobile app to see the changes. #### See Also - [Quick Actions](https://help.salesforce.com/articleView?id=actions_overview.htm&language=en_US) # Create Quick Text Messages Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters. ### Required Editions
View supported editions.
User Permissions Needed
To create quick text messages: Create on quick text
To create a quick text folder: Create on quick text
To share a quick text folder: Owner of the folder OR Manage access on the folder
To manage and share all quick text folders: View Setup and Configurations AND Modify All Records on quick text
1. From the App Launcher, search for and select **Quick Text** to open the quick text tab. ![App Launcher with "quick text" entered into the search field](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_app_launcher.png) 2. Optionally, create shareable folders to organize your quick text messages and create unique sets of messages for different business units or groups of users, like service and sales. You can create up to four levels of folders: one root folder and up to three subfolders. 1. Click **New Folder**. ![New folder window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_new_folder.png) 2. Name your folder and save it. 3. Repeat these steps until you have all the folders you need. You can also create more later, or designate users to create them. 3. Click **New Quick Text** to create your first quick text message. If prompted, select a record type for the new message to customize access to it. Then click **Continue**. ![Quick Text tab with New Quick Text button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_create.png) 4. Add information about the quick text message.
Setting Description
Quick Text Name Enter a name that helps users understand when to use the message.
Message

Enter the message that you want users to be able to insert into their communications. You can include line breaks, lists, special characters, merge fields, and up to 4,000 characters.

Merge fields, like a contact name, help you personalize your communications with customers. Quick text supports the Salesforce Merge Language (SML) used in Salesforce Classic email templates, not the Handlebars Merge Language (HML) used in Lightning Experience email templates.
Folder

Optionally, select a folder. This field is visible if:

  • Share and organize quick text in folders is enabled
  • The Folder field is added to the Quick Text record page layout

Users need access to the folder you select in order to view its quick text messages. You can group quick text messages into folders—for example, designating them as service or sales—and assign access accordingly.
Category

Select a category that indicates the message’s purpose. Categories can be customized from the Quick Text object settings in the Object Manager in Setup.

In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, this field is required and a default Category is provided. In orgs created after Spring ’18, this field is optional.
Channel

Select the channels in which you want the message to be available. If you don’t specify a channel, the message can’t be used. Depending on which features are enabled in your org, these channels might be available.

  • Email—for Email actions
    Note
    Note Quick text saved in the Email channel for your use is available as a text shortcut in the Outlook and Gmail integrations with Inbox. Shared quick text isn’t available in the integrations.
  • Event—for Event actions
  • Internal—works with internal fields, like on the Change Status action. This channel isn’t supported in Lightning Experience, though it appears in the list.
  • Knowledge—for Knowledge articles in Lightning Experience
  • Chat—works with Chat in the Service Console
  • Messaging—works with Messaging in the Service Console
  • Phone—for the Log a Call action
    Note
    Note In Salesforce Classic apps, quick text is supported with Case Feed Log a Call actions in console apps.
  • Portal—works in an Experience Cloud site or a customer portal. This channel isn’t supported in Lightning Experience, though it appears in the list.
  • Social—for social posts
  • Task—for Task actions
Include in reply recommendations Visible only if Einstein Reply Recommendations is turned on. Select this option to let Einstein recommend the message to support reps in the Einstein Replies console component.
Include in selected channels Leave this option selected. It makes the message available in the channels you selected.
5. If you use merge fields, click **Preview** to review the message with data from records that you choose. 6. Click **Save**. #### See Also - [Insert and Use Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_insert.htm&release=264.0.0&type=5 "Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in Knowledge articles, Chats, Log a Call actions, emails, events, tasks, and social posts. After inserting a quick text message into a message field, you have the chance to tailor the text to your situation before sending it.") - [Share Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_share.htm&release=264.0.0&type=5 "You can share quick text with users, public groups, and more. The way you share quick text in Salesforce Classic and Lightning Experience is different. In Salesforce Classic, you can share individual quick text messages. In Lightning Experience, you share quick text using folders.") # Create Recordset Filter Criteria for Bundling Appointments You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional, but if you want to use them in the bundle policies, you must create them first. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create recordset filter criteria: Customize Application
1. Create recordset filter criteria for the bundle policies. 2. For Source Object, select if the recordset filter criteria is intended for the:
Appointment Bundle Aggregation PolicyDetermines on which group of service appointments the aggregation applies.
Appointment Bundle ConfigDetermines in which criteria a bundle is automatically unbundled.
Appointment Bundle PolicyDetermines which service appointments can be bundled using this policy.
3. For Filtered Object, select **Service Appointment**. 4. Select **Active**. Considerations: - Inactive recordset filter criteria aren’t supported. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5 "Review the limitations of Appointment Bundling."). - All service appointment fields used in recordset filter criteria must be enabled in the Field Service Integration permission set. #### See Also - [Create Filters to Match Appointments and Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&type=5&language=en_US) - [Create an Appointment Bundle Aggregation Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_aggregation_policy.htm&release=264.0.0&type=5 "Use the default aggregation policies, or create policies to determine when and how bundle member service appointments update the bundle service appointment fields. And you can create multiple aggregation policies for each bundle policy. Each aggregation policy controls how one bundle service appointment field is populated.") - [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.") - [Create an Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.") # Create Relationships Between Configuration Items Understand how configuration items (CIs) interact and depend on each other by creating relationships. Use the Relationships tab in a CI record to define source or target relationships. Mapping these connections helps your teams understand system dependencies, assess impact, and troubleshoot issues faster. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create relationships between configuration items: IT Service Configuration Item Owner
A source relationship indicates that the current CI connects to or depends on another CI. For example, a Linux server that depends on a storage device has a source relationship with that device. A target relationship indicates that another CI depends on the current CI. For example, a load balancer that routes traffic to a web server creates a target relationship with that server. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. Select **Configuration Items**. 3. Go to **All Configuration Items** or **My Configuration Items**, and select the CI that you want to add a relationship to. 4. On the CI record page, go to the **Relationships** tab. 5. To create a source relationship, click **Add Source Relationship**, and then complete the following details: | Field | Description | | --- | --- | | Target Item | Name of the current configuration item where you’re adding the relationship. | | Relationship | Type of relationship to define between the configuration items. Select from predefined values such as runs on, depends on, or connected to. The predefined relationship types are managed in **Configuration Item Relationship Types** of the CMDB app. | 6. If you want to create a target relationship, click **Add Target Relationship**, and then complete the following details: | Field | Description | | --- | --- | | Source Item | Name of the current configuration item where you’re adding the relationship. | | Relationship | Type of relationship to define between the configuration items. Select from predefined values such as runs on, depends on, or connected to. The predefined relationship types are managed in **Configuration Item Relationship Types** of the CMDB app. | 7. Click **Save**. The relationship appears in the **Relationships** tab of the configuration item record. The relationship is added to the configuration item and reflected in the service graph. Use the service graph to view how a configuration item connects to other assets across your IT landscape, assess impact, identify dependencies, and troubleshoot issues faster. # Create Relevance Groups Use relevance groups to apply work rules and service objectives to certain groups of appointments or service territory members. You can apply different logic based on types of work and service resources within one scheduling policy. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time employees. Relevance groups can also use data insights from across your Salesforce org to improve scheduling. For example, use relevance groups to prioritize technicians with specific skills for high-priority accounts, or assign resources based on asset criticality or customer sentiment. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can base a relevance group on any standard or custom Boolean (true or false) field for service appointments or service territory members. All Boolean fields from the Service Appointment and Service Territory Member objects are available for selection in the Relevance Group dropdown. When you create a work rule or service objective, select a field to limit the scope of the rule or objective. To use relevance groups, add the relevance group Visualforce pages to your work rule and service objective page layouts. 1. In the layout editor, open a work rule or service objective page layout—for example, the Match Boolean work rule page. 2. Select **Visualforce pages**, and drag one of the following pages onto the detail page layout. We recommend giving it its own section for clarity. - Work rules: Vf001GroupOnWorkRules - Service objectives: Vf002GroupOnObjectives 3. Save your changes. You can apply a work rule or service objective to a subset of service territory members or service appointments. Select the limiting Boolean field on the work rule or service objective detail page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Relevance groups can use primary service territory memberships and relocation service territory memberships. Secondary service territory memberships aren't supported. ![Relevance Groups Visualforce page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_rel_groups.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Create several instances of the same work rule type, for example, the Service Resource Availability work rule, with different limits for Travel from Home (minutes). Then, use Relevance Groups to apply these rules to different sets of resources, such as part-time and full-time employees. 1. Add the appropriate Visualforce page to the Maximum Travel From Home work rule page layout. 2. On the service territory member object, create two checkbox fields: - Part-Time - Full-Time: A formula field that updates to false when Part-Time is true 3. Create a Maximum Travel From Home work rule that reflects your travel time policy for part-time employees. For Service Territory Member, select **Part-Time**. 4. Create another Maximum Travel From Home work rule that reflects your travel time policy for full-time employees. For Service Territory Member, select **Full-Time**. 5. Add both rules to a scheduling policy. When the policy is applied, part-time and full-time employees are evaluated based on the requirements outlined in the respective work rules. Relevance groups must be mutually exclusive. If two work rules with relevance groups overlap, the more restrictive rule is used. If Service Resource Availability work rules use relevance groups, any rule overlaps will lead to an error. For an example use case on how to combine the ASAP objective with Relevance Groups to prioritize scheduling service appointments for high-value customers, see [Use the ASAP Objective With Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap_example.htm&type=5&language=en_US). ## Guidelines for Applying Work Rules Before you create and use relevance groups to apply work rules to certain groups of appointments or territory members, review some guidelines. - You can have multiple variations of work rule records of the same work rule record type (except for the Designated Work and Service Appointment Visiting Hours record types) included in your scheduling policy. - Work rule records, except for the Designated Work and Service Appointment Visiting Hours record types, can point to a set of resources or appointments that they must apply to, via the Relevance Groups feature. Designated Work and Service Appointment Visiting Hours work rule record types are all-or-nothing rules. These rules are either included or not included, and the scheduling engine interprets Designated Shifts, Designated Time Slots, and Appointment Visiting Hours accordingly. - Work rules for certain record types can be in a policy multiple times and, if needed, can apply to the same resources or appointments at least once (additive). These record types include: - Count Rule (for example, one rule to limit hours, and one rule to limit work items) - Extended Match (for example, one rule to limit by postal code, and one rule to limit by product line) - Match Boolean - Match Fields - Match Time - Resources or appointments mustn’t be covered (relevance group criteria met) by multiple variations of these record types at the same time. - Match Skills - Match Territory - Maximum Travel From Home - Required Resources - Service Crew Resource Availability - Service Resource Availability - Working Territories - Each resource must be covered (relevance group criteria met) by only one Service Resource Availability work rule at the same time. - Resources mustn’t be covered (relevance group criteria met) by the Match Territory work rule and the Working Territories work rule record type at the same time. For some work rule types, such as the Service Resource Availability work rule, Match Territory work rule, and Working Territories work rule, service territory members must only meet the relevance group criteria for a single instance of these rules. If a service territory member meets the relevance group criteria for more than one rule of these types, issues can occur. A service resource must belong to a Service Resource Availability work rule if such is defined. For all other types of work rules, such as the Match Time work rule, Count work rule, and Extended Match work rule, you can have several variations of these rules that apply to the same resources via relevance group criteria. For example, you can create a Count work rule that applies to a set of resources and limits the hours of work they are assigned in a day, and another Count work rule that applies to the same set of resources and limits the number of appointments they are assigned in a day. These work rules are supported for service appointments or service territory members.
Work Rule Supported When You’re Not Using Enhanced Scheduling and Optimization Supported When You’re Using Enhanced Scheduling and Optimization
Count Rule

Service territory members

Service appointments

Service territory members

Service appointments
Excluded Resources

Service territory members

Service appointments

 Service Appointments
Extended Match Relevance Groups isn’t supported

Service territory members

Service appointments
Match Boolean

Service territory members

Service appointments

Service territory members

Service appointments
Match Fields

Service territory members

Service appointments

Service territory members

Service appointments
Match Skills

Service territory members

Service appointments

Service territory members

Service appointments
Match Territory

Service territory members

Service appointments

Service territory members

Service appointments
Match Time

Service territory members

Service appointments

 Service appointments
Maximum Travel from Home

Service territory members

Service appointments

Service territory members

Service appointments
Required Resources

Service territory members

Service appointments

 Service appointments
Service Appointment Visiting Hours

Service territory members

Service appointments

 Relevance Groups isn’t supported
Service Crew Resources Availability

Service territory members

Service appointments

 Service territory members
Service Resource Availability Service territory members

Service territory members

Service appointments

(applicable only for the use of overtime)
Time Slot Designated Work

Service territory members

Service appointments

 Relevance Groups isn’t supported
Work Capacity Relevance Groups isn’t supported Relevance Groups isn’t supported
Working Territories

Service territory members

Service appointments

Service territory members

Service appointments
## Guidelines for Applying Service Objectives Before you create and use relevance groups to apply service objectives to certain groups of appointments or territory members, review some guidelines. - You can have multiple service objectives of the same objective record type included in your policy and use Relevance Groups to apply these objectives to different sets of service territory members or service appointments. - If you have multiple service objectives of these objective types in your policy, make sure service territory members and service appointments don't meet the Relevance Group criteria for multiple objectives of the same type twice. - ASAP - Minimize Gaps - Minimize Overtime - Minimize Travel - Preferred Resource - Same Site - You can create and apply, via Relevance Groups, multiple objectives of the Resource Priority type to the same service appointments twice, assuming the Resource Priority Field input is configured to point to different fields on the service resource. For example, you can have two objectives of this objective type in your policy, both applying to the same service appointments via Relevance Groups criteria. One objective named Primary Priority can point to a Priority numerical field on the Service Resource record, and another objective Secondary Priority can point to a numerical Tenure field on the Service Resource record. These service objectives are supported for appointments or service territory members.
Service Objectives Supported When You’re Not Using Enhanced Scheduling and Optimization Supported When You’re Using Enhanced Scheduling and Optimization
ASAP

Service territory members

Service appointments

 Service appointments
Group Nearby Appointments This objective isn’t supported. This objective isn’t supported.
Minimize Gaps This objective isn’t supported. Service territory members
Minimize Travel

Service territory members

Service appointments

 Service territory members
Minimize Overtime

Service territory members

Service appointments

Service territory members

Service appointments
Preferred Resource

Service territory members

Service appointments

 Service appointments
Resource Priority

Service territory members

Service appointments

 Service appointments
Same Site This objective isn’t supported. Relevance Groups isn’t supported.
Skill Level

Service territory members

Service appointments

Service territory members

Service appointments
Skill Preference This objective isn’t supported.

Service territory members

Service appointments
#### See Also - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") - [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) # Create Report Types for Field Service Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create or update custom report types: Manage Custom Report Types
To create a public reports folder: Manage Public Reports
You can create a variety of custom report types to stay informed about field service records. 1. From Setup, enter Report Types in the Quick Find box, then select **Report Types** and click **New Custom Report Type**. 2. In the Primary Object dropdown menu, select the field service object you want to report on: ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This table doesn’t include feed objects that are available as secondary objects.
Primary Object Description Available Secondary Objects
Accounts View accounts’ maintenance plans, product requests, return orders, resource preferences, and work orders.

Field service objects:

Maintenance Plans

Product Requests

Product Request Line Items

Resource Preferences

Return Orders

Work Orders
Assets View assets’ maintenance plans, replacements, and work orders.

Field service objects:

Asset Relationships

Maintenance Assets

Work Orders
Cases View cases’ work orders, return orders, and product requests.

Field service objects:

Product Requests

Product Request Line Items

Return Orders

Work Orders
Contacts View contacts’ maintenance plans, service appointments, return orders, and work orders.

Field service objects:

Maintenance Plans

Return Orders

Service Appointments

Work Orders
Locations View locations’ maintenance plans, parts, part transfers, and more.

Addresses

Assets

Maintenance Plans

Product Items

Product Requests (Source Location)

Product Requests (Destination Location)

Product Request Line Items (Source Location)

Product Request Line Items (Destination Location)

Product Transfers (Source Location)

Product Transfers (Destination Location)

Service Resources

Service Territory Locations

Shipments (Source Location)

Shipments (Destination Location)

Return Orders (Source Location)

Return Orders (Destination Location)

Work Orders

Work Order Line Items
Maintenance Plans View maintenance plans’ work orders and assets.

Maintenance Assets

Work Orders
Operating Hours View the operating hours of service territories and their members.

Service Territories

Time Slots
Orders View an order’s associated return orders.

Field service objects:

Return Orders
Product Items View the transfer, consumption, and replenishment of parts in your inventory.

Product Transfers

Products Consumed

Product Item Transactions
Product Request Line Items View the transfers related to parts in your inventory. Product Transfers
Product Requests View the line items and return orders associated with product requests.

Product Request Line Items

Return Orders
Products View product requirements, transfers, requests, return order line items, and parts.

Field service objects:

Assets

Product Items

Products Required

Product Request Line Items

Product Transfers

Return Order Line Items
Product Transfers View product quantity, origin and destination locations, and owner of product transfers. None
Return Orders View return orders’ line items. Return Order Line Items
Service Appointments Compare the differences between scheduled and actual appointment times, and analyze trends in resource assignment on appointments. Assigned Resources
Service Contracts View service contracts’ maintenance plans and work orders.

Field service objects:

Maintenance Plans

Work Orders
Service Crews View appointments that crews are assigned to and information about crew members.

Assigned Resources

Service Crew Members
Service Resources Compare service resources’ capacities, absences, and skills, and view the territories they belong to and service appointments and crews they are assigned to. And, see which accounts or work orders list resources as preferred.

Assigned Resources

Resource Absences

Resource Capacities

Resource Preferences

Service Crew Members

Service Resource Skills

Service Territory Members

Time Sheets
Service Territories Compare the number and types of service appointments, work orders, and work order line items across service territories, and view the service resources that belong to each territory.

Service Appointments

Service Territory Members

Service Territory Locations

Work Orders

Work Order Line Items
Shipments View shipment address and transfer information. Product Transfers
Time Sheets View time sheets’ owners, entries, and duration. Time Sheet Entries
Users View field service records created by, modified by, or associated with users.

Field service objects:

Assets (Asset Owner, Created By, Last Modified By)

Locations (Created By, Last Modified By)

Maintenance Plans (Created By, Last Modified By)

Operating Hours (Created By, Last Modified By)

Product Items (Created By, Last Modified By)

Product Requests (Created By, Last Modified By)

Product Request Line Items (Created By, Last Modified By)

Product Transfers (Created By, Last Modified By)

Return Orders (Created By, Last Modified By, Returned By)

Service Appointments (Created By, Last Modified By)

Service Crews (Created By, Last Modified By)

Service Resources (User, Created By, Last Modified By)

Service Territories (Created By, Last Modified By)

Shipments (Created By, Last Modified By)

Time Sheets (Created By, Last Modified By)

Work Orders (Owner, Created By, Last Modified By)

Work Types (Created By, Last Modified By)
Work Orders Compare information such as the number of appointments or line items per work order, or work order service territories. And, analyze how resource preferences and skill requirements vary between work orders.

Object Milestones

Products Consumed

Product Requests

Products Required

Product Request Line Items

Resource Preferences

Service Appointments

Skill Requirements

Time Sheet Entries

Work Order Line Items

Work Order Line Items
Work Types Compare information such as work type duration and skill requirements.

Maintenance Plans

Products Required

Skill Requirements
3. Complete the required fields and click **Next**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In the Store in Category dropdown menu, we recommend choosing **Customer Support Reports** or **Other Reports**. This is the category where users find the custom report type on the Reports tab. You can also create your own field service report folder. Make your choices on the Define Report Records Set page. 4. Click **Save**. 5. As needed, remove and rearrange fields from your report layout. Salesforce also offers the Field Service Analytics App, which is bundled with the Service Analytics App. To learn more, see [The Field Service Analytics App](https://help.salesforce.com/articleView?id=bi_app_field_service_wave.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To view work orders with milestones in your org, use the Object Milestones custom report type. The Milestone Status and Milestone Status Icon fields are not available in work order reports. # Create Resource Absence Types Add the types of time off and unavailability that you track for service resources, such as vacation or medical leave. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create resource absence types: Workforce Scheduling Admin
A resource absence type is a picklist value on the Resource Absence object. It identifies why a service resource is unavailable so that scheduling doesn't assign appointments during that time. Add the types that match how your team records absences. 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. 2. Click **Resource Absence**. 3. Click **Fields & Relationships**, and then select the **Type** field. 4. In the Type Picklist Values section, select **New**. 5. Enter each absence type on its own line. We recommend creating the following absence types: Vacation, Meeting, Training, and Medical. 6. Select **Save**. The types appear in the Type Picklist Values list and are available when you create a resource absence. # Create Resource Absences in the Field Service Mobile App Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view work and absences together in the Schedule tab. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To view, create, edit, or delete resource absences: Read on service resources
To customize the page layout: Customize Application
To customize Field Service mobile settings: Customize Application
To allow users to create, update, and delete absence records from the app, make the following configurations. 1. Add the Absences related list to the service resource page layout, and customize its fields as needed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The date picklist values on resource absences are based on the Picklist Time Interval in Minutes setting on the Field Service Mobile Settings page in Setup. 2. Add the "Non Availability" record type to user profiles. 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Select the user profile that you want to add the record type to. 3. Under Apps, select **Object Settings**. 4. Select **Resource Absences** and click **Edit**. 5. Next to Non Availability, select the circle for Default Record Type. The checkbox for Assigned Record Type is automatically filled in. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For resource absences created from the app to be considered for schedule optimization, Non Availability must be selected as the default record type. 6. Click **Save**. 3. Optionally, hide certain resource absence types in the app. 1. From Setup, in the Quick Find box, enter Connected Apps, and then select **Manage Connected Apps**. 2. Select **Salesforce Field Service for Android** or **Salesforce Field Service for iOS**. 3. Under Custom Attributes, click **New**. 4. For Attribute key, enter EXCLUDE\_RESOURCE\_ABSENCE\_TYPES. 5. For Attribute value, enter a comma-separated list of the resource absence types you want to hide from the Profile tab, and then click **Save**. For example, if you want to hide meetings and trainings, you would enter "Meeting,Training". 4. To control how many resource absences are displayed in the app, set a date range in Field Service Mobile Settings. 1. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select **Field Service Mobile Settings**. 2. Edit the mobile setting configuration, then choose values for the **Future Days in the Date Picker** and **Past Days in the Date Picker** fields. For example, select 7 days in the past and 30 days in the future so workers can see absences in the prior week and the month ahead. 5. Optionally, combine resource absences with the work items on the Schedule tab. Mobile workers get an integrated view of the schedule. Desktop users don’t see absences added to Service Appointment list views. 1. From Setup, in the Quick Find box, enter Field Service Mobile Settings, then select **Field Service Mobile Settings**. 2. Edit the configuration where you want to add absences to the schedule, and select **Display resource absences in the Schedule page**. 3. Save your changes. Managing Absences in the App View and manage absences from the Absences card on the Profile tab. You see absences for the date range specified in Field Service Mobile Settings. To create a resource absence, click the **+** icon. The Type field indicates the nature of the time off from work, and comes with the following values: - Vacation (default) - Meeting - Training - Medical #### See Also - [Create Service Resource Absences for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&release=264.0.0&type=5 "Create resource absences to indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Absences related list on service resource records.") - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") # Create Risk Scenario for IT Compliance Build a centralized library of reusable risk templates to ensure consistency across your organization. Creating risk scenarios saves time and standardizes the data when your compliance team registers new vulnerabilities. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create risk scenarios: Compliance Admin permission set
A risk scenario is a reusable template that describes a category of risk your organization faces, like phishing attacks, data retention failures, or supply chain breaches. Storing scenarios in the Risk Scenario Library lets your team apply the same definition, category, and source framework every time someone registers a new risk, so risks of the same type stay consistently classified across your Risk Register. 1. From App Launcher, go to the IT Compliance app and select **Risk Scenario Library**. 2. Click **Add** and then enter the Name, Description, Category, and the Source Framework. 3. Save your changes. ![Example: a phishing risk scenario](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: a phishing risk scenario Suppose your organization wants to standardize how it tracks the threat of phishing attacks across every business unit and vendor. You create a single risk scenario in the library with these values: - Name: Phishing Attack - Description: Attackers attempt to steal credentials or deliver malware by impersonating a trusted source through email, SMS, or messaging. - Category: Cybersecurity - Source Framework: ISO/IEC 27001:2022 From now on, anyone registering a phishing-related risk against a specific business unit, vendor, or asset can pick this scenario as the template. The risk record inherits the description, category, and framework from the scenario, so phishing risks stay classified the same way across your entire Risk Register, no matter who creates them or when. # Create Routing Configurations for Your Queues Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
Create a routing configuration for each service channel in your organization. After you create routing configurations, associate them with queues so your service reps can receive work after you set up Omni-Channel. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can route different work items in the same org using queue-based routing, skills-based routing, or both. If you enable skills-based routing rules on a routing configuration and assign the routing configuration to a queue, the queue's membership no longer applies to routing. Work is routed to available service reps with the right skills. If no skills are assigned to a work item, the work is routed to any available service rep in your org. 1. From Setup in Salesforce Classic, enter Routing in the Quick Find box, select **Routing Configurations**, then click **New**. 2. Specify the settings for your routing configuration. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To route calls with an Omni-Channel flow, ensure that the routing model for the routing configuration is set to External Routing. 3. Click **Save**. - **[Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5)** Customize your routing configuration settings to define how work items are pushed to service reps. - **[Routing Model Options for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&release=264.0.0&type=5)** Specify how incoming work items are directed to service reps using Omni-Channel. #### See Also - [Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&release=264.0.0&type=5 "Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.") - [Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&release=264.0.0&type=5 "Route work to queues to distribute the workload among a team of support reps.") - [Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5 "Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.") # Create S3 Bucket for Salesforce Voice Resources Create an AWS S3 bucket with S3 bucket policy for Salesforce Voice (formerly Service Cloud Voice) resources in the same region as that of the Amazon Connect instance. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
1. Create an AWS S3 bucket with S3 bucket policy in your AWS account, and you can use any name for the AWS S3 bucket. You must create the AWS S3 bucket in the same region as that of the Amazon Connect instance. 2. Add the bucket policy for the AWS S3 bucket. `{ "Version": "2008-10-17", "Statement": [ { "Sid": "AllowS3AccessForResourcessToSubAccount", "Effect": "Allow", "Principal": "*", "Action": "s3:Get*", "Resource": "arn:aws:s3:::/*", "Condition": { "StringEquals": { "aws:PrincipalServiceName": "cloudformation.amazonaws.com" } } }, { "Sid": "DenyUnsecuredS3Access", "Effect": "Deny", "Principal": "*", "Action": "*", "Resource": "arn:aws:s3:::/*", "Condition": { "Bool": { "aws:SecureTransport": "false" } } } ] }` # Create S3 Bucket for Salesforce Voice SAML Metadata Create an AWS S3 bucket with S3 bucket policy for SAML metadata in the same region where you execute the BYOATenantStack. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
1. Create an AWS S3 bucket for SAML metadata. Though you can use any name for the AWS S3 bucket, it’s recommended to use the `-scv-saml-metadata` pattern for the name. You must create the S3 bucket in the same region where you execute the BYOATenantStack. 2. Add the bucket policy. `{ "Version": "2008-10-17", "Statement": [ { "Sid": "AllowS3PutAccessForIntegrationUser", "Effect": "Allow", "Principal": { "AWS": "arn:aws:iam:::user/" }, "Action": "s3:Put*", "Resource": "arn:aws:s3:::-scv-saml-metadata/*" }, { "Sid": "AllowS3AccessForResourcessToSubAccount", "Effect": "Allow", "Principal": "*", "Action": "s3:Get*", "Resource": "arn:aws:s3:::-scv-saml-metadata/*", "Condition": { "StringEquals": { "aws:PrincipalServiceName": "cloudformation.amazonaws.com" } } }, { "Sid": "AllowS3AccessForIamRole", "Effect": "Allow", "Principal": "*", "Action": "s3:Get*", "Resource": "arn:aws:s3:::-scv-saml-metadata/*", "Condition": { "ArnEquals": { "aws:PrincipalArn": [ "arn:aws:iam::*:role/IDPLambdaRole", "arn:aws:iam::*:role/SCVIDPLambdaRole" ] } } }, { "Sid": "DenyUnsecuredS3Access", "Effect": "Deny", "Principal": "*", "Action": "*", "Resource": "arn:aws:s3:::-scv-saml-metadata/*", "Condition": { "Bool": { "aws:SecureTransport": "false" } } } ] }` The S3 bucket for SAML metadata stores the SAML metadata document. The ProviderCreator resource of `BYOATenantStack` fetches the SAML Metadata document to configure the SAML authentication between the Salesforce org and the Amazon Connect instance. The `BYOATenantStack` fetches the SAML metadata document with the same name as provided in the parameter for the S3 bucket for SAML metadata. # Create Scheduling Recipes for Common Events Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create a scheduling recipe: Custom permission set: Field Service Admin Permissions
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Scheduling recipes are an [optimization](https://help.salesforce.com/s/articleView?id=service.pfs_activate_optimizer.htm&release=264.0.0&type=5 "Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User.") feature. They use resource schedule optimization, which means that only the affected service resource’s schedule is optimized. Scheduling recipes aren’t available when using Enhanced Scheduling and Optimization, which uses the [Fix Schedule Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US) automated flow instead. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Several [fix overlaps features](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) are available in Field Service. 1. From the App Launcher, find and open the **Field Service Admin** app. 2. Click the **Field Service Settings** tab, and then click **Automated Scheduling**. 3. In the New Recipe menu, select a category. We’ve provided some example recipes to get you started. You can activate them or create your own. 4. Customize your recipe’s settings. Then, activate and save it. Inactive recipes aren’t enforced. - The Status Categories field lets you limit which appointments the recipe applies to. For example, if you select only the Scheduled value on a recipe for shortened appointments, the recipe runs only if an appointment’s status is in the Scheduled [status category](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.") when the appointment is shortened. Excluding the Canceled status category, the appointment’s status must also be a pinned status, which is set in **Field Service Settings** | **Optimization** | **Logic**. - The Initiating User Permission Set field lets you decide which users can trigger the recipe. For example, if you’re creating a recipe for canceled appointments, select **Community** to run the recipe only for appointments canceled by an Experience Builder site user (typically, a customer). The values in this field correspond to the permission sets provided by the managed package.
Initiating User Permission Set Value Corresponding Permission Set
Resource Field Service Resource
Dispatcher

Field Service Dispatcher

Field Service Community Dispatcher
Call Center Rep Field Service Call Center Rep
Admin Field Service Admin
Community Field Service Self Service
5. To change the priority order of recipes within a category, click ![Up and down arrows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_arrows.png) on the Automated Scheduling home page. Drag the recipes into the desired order and click **Save**. Considerations for Scheduling Recipes - You can create up to 75 active recipes per category, and up to 1000 recipes per org. - For Shortened Appointment scenarios, scheduling recipes only try to fill one empty space per day for each service resource. - For Shortened Appointment scenarios, scheduling recipes support only a single operating hours timeslot per day. - Scheduling recipes support only operating hours and timeslots, not shifts. - A triggering service appointment is the appointment that actually triggers resource scheduling optimization. For Shortened Appointments, Late-End Overlap, and Emergency Overlap scenarios, scheduling recipes are only triggered if the triggering service appointment's status has been selected as a pinned status for In-Day Optimization. The optimization engine then optimizes service appointments that are schedulable (not in a pinned status). We recommend leaving the Dispatch status deselected so dispatched work can be moved if a previous job runs late or emergency work is needed. - If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to find territories that aren't selected. Scheduling Recipe Scenarios Automate how Field Service handles common situations that cause gaps or overlaps in your schedule, like the following. - An appointment is canceled - A mobile worker finishes early - A mobile worker finishes late and has overlapping appointments - An emergency causes appointments to overlap Certain conditions trigger a scheduling recipe, for example, appointment status categories. Recipes are triggered only for in-day of service changes to address last-minute issues to an individual service resource’s schedule. You can set the scheduled appointment’s Status Category to change after optimization to Scheduled or Dispatched, and mark resulting unscheduled appointments as In Jeopardy with a jeopardy reason.
Scenario Trigger Criteria Expected Behavior (Result)
Canceled Appointment
  • Status Category = Canceled
  • The service appointment is canceled on the day of service.
  • Service appointments must meet the set recipe criteria.
  • Preserve Current Schedule - The optimization minimizes any changes to the schedule by leaving as many scheduled appointments as is, and filling the gap with the best match from the next 100 appointments scheduled for that resource.
  • If the resource’s Last Known Location is valid (last updated within the set time limit), this location is also considered when scheduling to prevent unnecessary travel.
Shortened Appointment
  • Status Category = Completed/Cannot Complete/Canceled
  • Service appointments must meet the set recipe criteria.
  • The service appointment’s Scheduled End is shortened and the gap created is large enough to fill. The minimum schedule space created for the recipe to apply is 10 minutes (default is 15 minutes).
  • Preserve Current Schedule and Fill Gaps - Finishing work early frees up the schedule. The optimization minimizes any changes to the schedule by leaving as many scheduled appointments as is, and filling the gap with the best match from the next 100 appointments scheduled for that resource.
Late-End Overlap
  • The service appointment’s Scheduled End is updated to a later time. The minimum overlap for the recipe to apply is 1 minute (default is 10 minutes).
  • Service appointments must meet the set recipe criteria.
  • Preserve Current Schedule - If an appointment is taking longer than expected, the rest of the day is at risk. The optimization minimizes any changes to the schedule by leaving as many scheduled appointments as is, and scheduling an appointment from the next 100 appointments scheduled for that resource.
Emergency Overlap
  • The service appointment’s Emergency = True, and the Status Category = Scheduled/Dispatched.
  • The minimum overlap for the recipe to apply is 1 minute (default is 10 minutes).
  • Emergency dispatches can take the resource off-route. When an emergency appointment is dispatched and results in scheduling issues, optimization reschedules the rest of the resource's day as needed in order to revolve around the emergency location and other pinned service appointments, while adhering to the scheduling policy objectives.
  • The next appointment is scheduled from the next 100 appointments scheduled for that resource.
![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Here’s a recipe that controls what happens to the assigned resource’s schedule when a solar appointment in the San Francisco service territory ends early and results in 60 unused minutes on the schedule. ![Sample scheduling recipe](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_recipe_example.png) # Create Self Appraisal Action Drafts a rich-text self-appraisal based on performance goals and employee instructions. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).
API NameSelfAppraisalSubmission
Action TypeStandard
Reference Action TypeFlow
Reference ActionCreate Self Appraisal
InputsPerformance Goals Data, Employee Instructions
OutputsAppraisal Draft
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Draft my self-appraisal for this review cycle." - "Write a self-assessment based on my goals." - "Help me create my self-appraisal." # Create Serialized Inventory In Field Service, use serialized products to assign a serial number to an asset type to track and manage your inventory. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create product items: Create on product items
To view product item transactions: Read on product items
To create product item transactions: Create on product items
To update product item transactions: Edit on product items
To delete product item transactions: Modify All Records or Modify All Data on product items
To create serialized products Create on serialized products
Before you can send serialized products in a product transfer, you must create a product that is serialized, and create the product item with serialized products. When creating product items, you can only use locations that are designated [Create Inventory Locations for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_locations.htm&release=264.0.0&type=5 "Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create locations so you can track the items stored there and restock when necessary."). 1. Create a product that is serialized. 1. From the App Launcher, open **Products** and click **New**. 2. For the **Transfer Record Mode**, select **Send and Receive** or **Receive only**. 3. Enter the **Product Name**. 4. Check **Serialized**. 5. To create an additional product that is serialized, click **Save and New**. 6. Save your work. 2. Create the product item by entering the product name and location. 1. From the App Launcher, open **Product Items** and click **New**. 2. Use the lookup field to select a **Product Name**. 3. Use the lookup field to select the **Location** where the product item is stored. 4. Enter 0.00 for the **Quantity on Hand**. The quantity on hand is updated when you add serialized products to the product item. 5. Save your work. 3. Add the serialized items for the product that are at the location. 1. On the Related tab of the Product Item, go to **Serialized Products** and click **New**. 2. Enter the **Serial Number**. 3. Use the lookup field to select a serialized **Product**. 4. To add additional serialized products, click **Save and New**. 5. Save your work. # Create Service Appointment Statuses Define the statuses a service appointment moves through, and map each status to a status category that reflects its stage. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create service appointment statuses: Workforce Scheduling Admin
A service appointment status is a picklist value on the Service Appointment object. Each status maps to a status category, such as Scheduled, In-Progress, or Completed, that reflects where an appointment is in its lifecycle. The statuses you create depend on how your team works: on-site or in the field. Based on which scheduling methods are enabled in your org, we recommend creating the following statuses. | Situation | On-Site | Field | | --- | --- | --- | | The appointment is created but not yet assigned. | None | None | | A service resource is assigned to the appointment. | Scheduled | Scheduled | | The appointment is sent to the assigned resource. | NA | Dispatched | | The appointment is underway. | In-progress | In-progress | | The appointment is canceled. | Canceled | Canceled | | The appointment is finished. | Completed | Completed | | The appointment can't be finished. | NA | Not Completed | | A customer arrives at a branch. | Checked-in | NA | | The customer doesn't show up. | No Show | NA | 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. 2. Click **Service Appointment**. 3. Click **Fields & Relationships**, and then select the **Status** field. 4. In the Status Picklist Values section, select **New**. 5. For **Label**, enter a name for the status, such as Scheduled. The API name is set automatically to match the label. 6. For **Status Category**, select the category that represents this status. 7. Save the status. - To save this status and add another one, select **Save & New**. - To save this status and finish, select **Save**. 8. Repeat these steps to create each status listed in the table for your deployment model. The statuses appear in the Status Picklist Values list, each with its assigned status category. # Create Service Appointments for Field Service Service appointments represent field service visits to customers. While work orders describe the work to be performed. You can have multiple service appointments (visits) per work order, depending on the nature of the job. For example, if a customer orders the installation of multiple devices, each visit is a separate service appointment. The service appointment provides the scheduling and assignment details. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service appointments: Create on service appointments
To create assigned resources: Edit on service appointments AND Read on service resources
To update or delete assigned resources: Edit on service appointments
Service appointments can be added to work orders, work order line items, opportunities, leads, accounts, or assets. However, associating service appointments with work orders or work order line items allows you to use Field Service mobile and Field Service scheduling logic that’s available only when a work order or work order line item is used. You can create Service Appointments in any of these ways. - Manually create service appointments by [creating a work order](https://help.salesforce.com/s/articleView?id=service.fs_create_wo.htm&type=5&language=en_US) with an associated work type. To generate a child service appointment when a work order or work order line item is created from the work type, make sure that Auto-Create Service Appointment is selected. - Create service appointment records in bulk based on given intervals and criteria by using [maintenance plans](https://help.salesforce.com/s/articleView?id=service.fs_create_maintenance.htm&type=5&language=en_US). - Create preplanned work by using Data Loader to import records. - Create service appointment records based on your business logic for a certain scenario or criteria by using automation tools, such as Flow, or programmatic processes such as an Apex Trigger and Apex Class. You can create a Service Appointment record from the Service Appointments tab (by selecting **New Service Appointment**) or from the Service Appointments related list on a record (by clicking **New**), and then manually populate it. However, creating a service appointment without scheduling isn't recommended, as the appointment isn’t accounted for in terms of capacity and utilization until it's scheduled. We recommend you create Work Order records and have service appointments automatically created by the system only when a scheduled visit to the customer is necessary. You can do so by using [Get Candidates or Book Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US) on the Work Order page layout or by associating a Work Type to the Work Order with Auto-Create Service Appointment enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When creating an appointment, define any important SLAs or constraints that can impact the scheduling of the appointment. For example, define Skill Requirements on the work order to ensure that the job is assigned to a qualified service resource, define an Early Start and Due Date on the appointment to ensure the job is scheduled within the proper time-frame SLA. And, define an address that is properly geocoded to a valid geolocation to ensure travel time is accurately calculated when scheduling. All of these details determine whether the appointment can be scheduled, when the appointment can able to be scheduled, to which service resource, and other factors. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - In the Gantt, service appointments are labeled using their appointment number. To customize a service appointment's label, fill in the Gantt Label field on the appointment record. - If an assignment is made during scheduling or optimization—Field Service managed package features—assigned resource records are automatically created. - If an appointment has more than one assigned resource, only the first created assigned resource is recognized in scheduling and in the Classic Dispatch Console. However, if the appointment is assigned to a service resource of type Crew, assigned resource records are auto-created for the crew members, and the assignment details are displayed correctly in the Classic Dispatch Console. When the mobile worker completes the appointment, have them fill out the Actual Times section to indicate when the appointment started and ended. In addition, they can enter the minutes it took to travel to the appointment in the Actual Travel Time field on their assigned resource record. This information is helpful for auditing and auditing and reporting purposes after the work is completed. In addition, mobile workers can enter the minutes it took to travel to the appointment in the Actual Travel Time field on their assigned resource record. - **[Guidelines for Creating Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_guidelines.htm&release=264.0.0&type=5)** A service appointment tracks field service work to be performed for a customer, and is typically associated with a work order or work order line item. Learn how to create and manage service appointments. A service appointment represents a visit with a timeframe for a specific type of work at a designated location. The service appointment is typically associated with a work order or work order line item, representing the broader job. Learn how to create and manage service appointments. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") # Create Service Campaigns Define the high-level goals, timelines, and resources for a proactive outreach initiative to organize your service efforts. Service campaigns are created through Proactive Service Scenarios or by using an invocable action within a Flow. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: LWR and Aura
User Permissions Needed
To create a service campaign: Service Campaign permission set
Make sure that you've completed the [Install and Enable Proactive Service Intelligence](https://help.salesforce.com/s/articleView?id=service.install_and_enable_proactive_service_intelligence.htm&release=264.0.0&type=5 "Activate the core Proactive Service application to enable the centralized setup interface and the analytical dashboards used to monitor campaign performance."). Service campaigns group related detection rules and customer interactions for specific goals like firmware updates or high latency troubleshooting. Admins generate these campaigns by configuring a proactive service scenario to create campaigns based on events or by using the Create Service Campaign invocable action within a Flow. When you configure a scenario, select specific attributes from the Event DMO and Segment DMO to ensure correct record association. The system stores the chosen Event DMO attribute in the ExternalFieldValue on the ServiceCampaign record, which agent actions use to identify the record. The Segment DMO attribute name and value are stored in the ServiceCampaignMemberItem record.![Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/proactive_service/pro_service_configuartin.png) 1. From the App Launcher, find and select **Service Console**. 2. Select the navigation menu and then select **Proactive Service Scenarios**. 3. Select an existing scenario or create a new one. 4. Navigate to the Campaigns section within the scenario page. 5. Enter a descriptive name in the Campaign Name field. 6. Choose the Status for the campaign, such as Planned or Active. 7. Define the Start Date and End Date for the outreach initiative. 8. Enter the Description to provide context for agents and stakeholders. 9. Save your work. # Create Service Channels Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of service rep productivity―and routes them to your service reps in real time. ### Required Editions
View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
Service channels let you manage sources of work and their priority compared to other work items. After you create service channels, you’ll associate them with queues, which determine how work items are routed to your service reps. You can create service channels for support channels, such as cases or SOS calls, or for sales channels, such as leads. 1. From Setup, in the Quick Find box, enter Service Channels, and then select **Service Channels**. Click **New**. 2. Specify the settings for your service channel. 3. Click **Save**. - **[Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5)** Let your support reps tackle the right cases first with secondary routing priority. - **[Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5)** Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based. - **[Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5)** Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console. - **[Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5)** Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible. - **[Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5)** Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work. - **[Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5)** Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels. - **[Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5)** Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support? # Create Service Crews for Field Service Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service crews: Create on service crews
To create service crews using the crew management tool:

Create on service crews

AND

Create on service resources

AND

Edit on service territories
To create service resources representing crews: Create on service resources
To assign service crews to service appointments: Edit on service appointments
To view service crew members: Read on service crews AND Read on service resources
To create, update, or delete service crew members: Edit on service crews
Create service crews from the crew management tool or the Service Crews tab. From the Crew Management Tool ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. Open the crew management tool by clicking the **Crew Management** tab or opening the Lightning page that contains it. 2. Click **New Service Crew** to open the crew wizard. 3. Complete the [fields](https://help.salesforce.com/s/articleView?id=service.fs_crew_fields.htm&release=264.0.0&type=5 "Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them.") on the Basics tab. 4. Optionally, add skills to the crew on the Skills tab. For example, perhaps the crew you’re creating must always include someone with the Welding skill. Adding skills makes it easier to find potential crew members with the skills you need. 5. Select a leader on the Crew Leader tab. 6. Save your crew. This creates an active service resource of type Crew that’s used during scheduling. You can now view the crew in the crew management tool and [add members to it](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place."). ![Crew wizard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_crew_wizard.png) From the Service Crews Tab 1. Customize page layouts to support crew features. 1. Update the field-level security settings of the Service Crew field on service resources so it’s not hidden. Then, add the field to service resource page layouts and check that the User field is not marked as required. This lets you create service resources that represent service crews so crews can be assigned to service appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Though the User and Service Crew fields won’t be marked required in the UI, service resource records can’t be saved unless one of the fields is filled out. 2. Update the field-level security settings of the Gantt Label field on service crew members so it’s not hidden. Then, add the field to the Service Crew Member page layout. 2. From the Service Crews tab, click **New**. 3. Enter a crew name and ideal size, and save your changes. 4. Add service resources to the crew from the Service Crew Members related list. You can specify start and end dates for members and flag the crew leader. 5. Create a service resource to represent the crew, which is required for scheduling. Changing a crew’s members doesn’t affect its service appointment assignments. 1. From the Service Resources tab, click **New**. 2. Enter a name for the crew. 3. Leaving the User field blank, select the crew in the Service Crew field. 4. Select a Resource Type of Crew. 5. Select **Active** to be able to assign the crew to service appointments and manage its membership with the crew management tool. Service resources of type Crew can’t be activated unless the crew has at least one active member. 6. Skip the optimization option, which doesn’t apply to service crews. 7. Save your changes. - **[Considerations for Scheduling Service Crews](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_considerations.htm&release=264.0.0&type=5)** Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling. - **[Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5)** Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership. - **[Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5)** Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place. #### See Also - [Service Crew Fields](https://help.salesforce.com/s/articleView?id=service.fs_crew_fields.htm&release=264.0.0&type=5 "Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them.") - [View Service Crews on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_dispatcher_console.htm&release=264.0.0&type=5 "Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console.") - [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") - [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") # Create Service Reports in the Field Service Mobile App Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review important considerations about offline service reports and service report previews. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To create or edit a Service Report Template: Customize Application
To allow app users to preview and create service reports, make the following configurations. 1. Complete the steps in [Create Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&release=264.0.0&type=5 "In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates.") to prepare for and create service report templates 2. Ensure that the service appointment page layout includes the Service Reports related list. 3. Add the Work Type field to work order and work order line item page layouts, and make sure users have permission to view it. 4. Add the Service Report Template field to the work type page layout. 5. (Recommended) Select a service report template in the Service Report Template field on each work type in your org. Create a Service Report in the App To create a service report in the app, navigate to a service appointment, work order, or work order line item. Tap the action icon, then tap **Create Service Report**. If the service report template includes a signature section, you’re prompted to Sign & Confirm. If there isn’t a signature section, only a Confirm option appears. In Android, the Create Service Report action appears on the Service Reports card. If a work order already has a service report, users can edit the existing report, but can’t create additional reports. A service report is translated in the language selected in the Service Report Language field on the associated work order. If that field is blank, the report uses the default language of the person generating the report. To add languages, from Setup, in the Quick Find box, enter Translation Language Settings, and select it. Click **Edit** next to the desired language, then click **Active**. To add a user as a translator for the language, select them from the available list and click **Add**, then save your changes. Create a Service Report Offline Mobile workers can create service report previews while offline. For the iOS app, you can disable offline service report generation. 1. From Setup, enter Connected Apps in the Quick Find box, then select **Connected Apps**. 2. Click **Salesforce Field Service for iOS**. 3. In the Custom Attributes list, click **New**. 4. Set the Attribute key to DISABLE\_SERVICE\_REPORT\_PREVIEW\_IOS. 5. Set the Attribute value to "true". Be sure to include the quotation marks. Limitations - Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this order: - The work order template - The work type template - The standard template - Service report previews have these limitations: - Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is online. - The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews can be out of date. This limitation applies to online and offline service report previews. - If a reference field exceeds the maximum priming depth of 2, it isn’t populated. - Formula field values can be inaccurate in a preview because they aren’t dynamically calculated. - Roll-up summary fields are blank. - These elements aren’t visible: - Cases related list - Headers and footers - Organization fields - Certain data fields - Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout - The Digital Signature object **Place** field isn’t supported. - Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text fields, standard fields, and custom fields. - A service report language pick list shows all supported languages, not only the active ones. - Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the service report is generated. - The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the Field Service mobile app. - When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button shows only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service appointment’s Action screen, the Client Signature button shows as “Default Signature.” - Custom validation isn't supported when Lightning Data Service is enabled. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder. - Service reports that fail to generate don't succeed when retried. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder. - Users with Community licenses must be granted permission to access service report previews on the Field Service mobile app. #### See Also - [Create Field Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&release=264.0.0&type=5 "In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates.") - [Build Flows for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5 "Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder.") # Create Service Resource Absences for Field Service Create resource absences to indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Absences related list on service resource records. ### Required Editions
User Permissions Needed
To view resource absences: Read on service resources
To create and update resource absences: Read on service resources
To add or edit picklist values: Customize Application
To customize the Field Service managed package: Customize Application
1. From the Absences related list on a service resource, click **New**. To create a set of regularly scheduled absences, click **New Recurring Absence** and fill out the form. When modifying recurring absences, you can only modify them one at a time. For example, if a resource had a regularly scheduled appointment every Wednesday, and now that appointment occurs every Thursday, you must create a new recurring absence. If they must change their appointment time and date only a few times, you can modify individual absences in the pattern. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Resource absence isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization. 2. Select **Non Availability** as the record type. The Break record type is used to automatically create breaks during schedule optimization. 3. Select an absence type: Vacation, Meeting, Training, or Medical. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Add more absence types by updating the Type picklist on the resource absence object in Setup. Don’t use Break as a picklist value; the managed package uses that name. 4. Enter a start and end time and description. 5. Optionally, add a Gantt label. The Gantt label appears on the absence in the Gantt. For example, Bahamas or Driver Training. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Gantt labels aren’t available on Break resource absence or Recurring absence types. 6. Optionally, enter an address, such as a training location. For absences that don’t span an entire shift, like a morning medical appointment, the absence address is used to determine travel time to and from adjacent service appointments. Appointments aren’t scheduled during dedicated travel time. If the Field Service managed package isn’t installed, you don’t see options to select a record type or enter a Gantt label. The Gantt shows breaks to the left of travel to appointments. If a break is planned during travel time, optimization can still schedule the appointment. The resource can drive, take the break at the specified time, and then complete the travel. If you're using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization and scheduling actions use the location of the last event (Service Appointment or Resource Absence) that has a location to calculate the travel time to the next event. If the resource absence overlaps with the shift end, the resource’s home base location is used to calculate the travel time. If you're not using Enhanced Scheduling and Optimization and there’s no address on the resource absence, optimization uses the resource’s home base to calculate travel time to the next service appointment. For a more precise travel estimate, add an address to the absence, such as the location of the previous appointment or an address for the break. If you’re not using Enhanced Scheduling and Optimization, the Service Resource Availability work rule sets the home base to midnight. If a dispatcher manually schedules an appointment or resource absence during non-working hours after (or before) midnight, the travel time to the resource’s first appointment (or last appointment on the previous day) during working hours is taken from the manually scheduled item, which is during non-working hours. For example, a service resource has working hours from 6:00 PM to 11:00 PM. A resource absence is scheduled during the resource’s non-working hours between 1:30 PM and 3:00 PM. The travel time to the first service appointment of the day is calculated from the resource absence and not from the home base. Non Availability absences are shown on the Gantt with a “no entry” icon, while Break absences are shown with a cup icon. To customize the color of a resource absence on the Gantt, update the Gantt Color field. You can also use Flow Builder to automate the color-coding of resource absences. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only Non Availability and Break record types are shown on the Gantt. Records using a custom record type on the Resource Absence object aren’t shown on the Gantt. ![Absences on Gantt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_absences_gantt.png) With Enhanced Scheduling and Optimization, a lunch break is created whenever a resource absence is created. If a full-day absence is created (there are no appointments for that day), a lunch break is still shown on the Gantt. ![Absences on Gantt for full day showing lunch break](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/full_day_absence_lunch_break.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service resource of type Crew has resource absences, those absences are considered in scheduling and shown on the Gantt. Absences associated with individual crew members’ corresponding service resources aren’t considered. - **[Sync Services and Resource Absences with Events Using Calendar Sync](https://help.salesforce.com/s/articleView?id=service.fs_calendar_sync.htm&release=264.0.0&type=5)** You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce. #### See Also - [Work with Resource Absences](https://help.salesforce.com/s/articleView?id=service.pfs_approved_absences.htm&release=264.0.0&type=5 "To make it easier for you to work with resource absences, create and edit resource absences directly on the Gantt, view overlapping absences scheduled to the same resource, hide unapproved absences on the Gantt and show resource absences on the Classic Dispatch Console map.") - [View a Field Service Resource’s Calendar](https://help.salesforce.com/s/articleView?id=service.pfs_view_calendar.htm&release=264.0.0&type=5 "Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.") - [Create Resource Absences in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_absence.htm&release=264.0.0&type=5 "Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view work and absences together in the Schedule tab.") - [Work Rule Type: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&release=264.0.0&type=5 "Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process.") - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") # Create Service Resources Represent the people and assets that perform work as service resources so that you can assign service appointments to them. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create service resources: Workforce Scheduling Admin
1. From Salesforce Go, search for and select **Workforce Scheduling Data & Permissions**. 2. Click **Create Service Resources** and then **New Service Resource**. 3. Enter the details that identify the service resource. - Name: the name of the service resource. - Resource Type: **Technician** or **Asset**. - User: select the associated Salesforce user of the service resource. - Service Territory: search for and select the associated service territory. - Required Skills: search for and select the skills for the resource. 4. Save your changes. # Create Service Resources for Field Service Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service resources: Create on service resources
To deactivate service resources: Edit on service resources
To view resource capacities: Read on service resources
To create, update, or delete resource capacities: Edit on service resources
To view service resource skills: Read on service resources
To create, update, or delete service resource skills: Edit on service resources
To view, create, edit, or delete resource absences: Read on service resources AND Edit on service resources
To delete resource absences: Edit on service resources
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the Field Service managed package is installed, you can use Guided Setup to quickly create service resources and assign them the proper permission sets. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Click **Go to Guided Setup** | **Create Service Resources** and follow the guidance to update or create service resources. 1. From the Service Resources tab, click **New**. 2. Select a user and enter a resource name—typically, the user’s name. 3. If the resource represents an individual user, select the user in the User field. If the resource represents a service crew, leave the User field blank and select the crew in the Service Crew field. Service resources must list a user or a service crew. 4. Select **Active** to be able to assign the resource to service appointments. Inactive resources also can’t access the Field Service mobile app. 5. Indicate whether the resource is a technician (a mobile worker), dispatcher, or crew. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service users can see Asset as a picklist option in the Resource Type field. However, you can’t save the record when you select **Asset** in an org that doesn’t have access to Lightning Scheduler. Resources who are dispatchers can’t be capacity-based, included in schedule optimization, or added to service crews. Only users with the Field Service Dispatcher permission set license can be dispatchers. 6. Enter a location if applicable. Service resources might be linked to a location if they manage or operate the location (such as a warehouse or van). A location can’t be linked to more than one service resource. 7. Select **Capacity-Based** if the resource is limited to working a certain number of hours or appointments in a specified time period. You can define the resource’s capacity in the Capacities related list. Contractors are likely capacity-based. 8. Select **Include in Scheduling Optimization** to check if the resource has the permission set license needed for optimization. To be included in optimization, users need the Field Service Scheduling permission set license. 9. Complete the remaining [fields](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") as needed, and save your changes. Once a resource is created, add details in their related lists. Service Territories Select the territories where the resource is available to work. For each territory, select a type: - Primary: (One territory) Where the resource works most often—for instance, near their home base. - Secondary: (One or more territories) Where they can be assigned to appointments if needed. Secondary territory membership dates can overlap. - Relocation: (One or more territories) Represents a temporary move. Skills Assign skills to indicate the resource’s areas of expertise. Optionally, enter a skill level of 0–99.99. Try to track only skills that factor into scheduling decisions. For example, don’t include skills that are common among all service resources. Aim to assign fewer than 50 skills to each service resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service resources, like users, can’t be deleted because they’re key to scheduling data. They can only be deactivated. To deactivate a resource, deselect **Active** in the Details tab of the Service Resource record. You can also deactivate the associated user by editing the user record in Setup under Users and deselecting **Active**. - **[Define Capacity-Based Resources](https://help.salesforce.com/s/articleView?id=service.fs_define_resource_capacity.htm&release=264.0.0&type=5)** Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they aren’t overbooked during schedule optimization. - **[Estimate a Service Resource’s Efficiency](https://help.salesforce.com/s/articleView?id=service.pfs_efficiency.htm&release=264.0.0&type=5)** People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time. - **[Guidelines for Creating Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_guidelines.htm&release=264.0.0&type=5)** Learn how to view, create, and manage service resources to keep your field service operation running smoothly. - **[Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5)** If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes. - **[Set Up Time Sheets](https://help.salesforce.com/s/articleView?id=service.fs_set_up_timesheets.htm&release=264.0.0&type=5)** Before your mobile workers can start logging their hours using time sheets, lay down the foundation. Enable time sheets on the Field Service mobile app, set up an approval process, and customize time sheet fields. - **[Create Service Resource Absences for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&release=264.0.0&type=5)** Create resource absences to indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Absences related list on service resource records. - **[View a Field Service Resource’s Daily Travel Route](https://help.salesforce.com/s/articleView?id=service.pfs_travel_routes.htm&release=264.0.0&type=5)** The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together on the resource map view. - **[View a Field Service Resource’s Calendar](https://help.salesforce.com/s/articleView?id=service.pfs_view_calendar.htm&release=264.0.0&type=5)** Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule. - **[Set Up Field Service Asset Availability and Reliability Reporting](https://help.salesforce.com/s/articleView?id=service.fs_set_up_downtime.htm&release=264.0.0&type=5)** Get information on asset availability and reliability by recording details of asset downtime in Field Service. - **[Manage Data Integration Rules for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_location_tracking.htm&release=264.0.0&type=5)** Set up data integration rules to ensure that service resource travel time is accurately calculated. #### See Also - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") # Create Service Resources for Service Reps Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline. ### Required Editions
View supported editions.
User Permissions Needed
To create service resources: “Create” on service resources
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you don’t see the Service Resource tab, check the tab visibility to see if it's turned off. For more details, see the topic [Tab Settings](https://help.salesforce.com/articleView?id=permissions_tab_settings_ref.htm&language=en_US) in Salesforce Help. 1. From the App Launcher, open the Service Resources tab. 2. Click **New**. 3. For **Name**, enter the name of the service rep. 4. Select the **Active** checkbox. A service resource must be active to receive work items. 5. For **User**, use the lookup icon to select the service rep. 6. For **Resource Type**, select _Agent_. 7. Click **Save**. #### See Also - [Show All Offline Service Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&release=264.0.0&type=5 "Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.") - [Assign Skills to Service Resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&release=264.0.0&type=5 "To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.") # Create Service Territories Organize your workforce by creating service territories from Salesforce Go. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create service territories: Workforce Scheduling Admin
For field use cases, tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field inspections, depending on your business needs. For on-site use cases, the territory's address is your branch's location. For utility customers, service territories can include specific business units such as Gas or Electric. If you plan to build out a hierarchy of service territories, create the highest-level territories first. 1. From Salesforce Go, search for and select **Workforce Scheduling Data & Permissions**. 2. Click **Create Service Territories** and then **New Service Territory**. 3. Enter the details that identify the service territory. - Name: the name of the service territory. - Active: whether the territory is available for scheduling. This checkbox is selected by default. - For on-site branches: In the address section, enter the branch's location. - Operating Hours: search for and select the operating hours for this service territory. 4. Save your changes. # Create Service Territories for Field Service Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level territories first. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create service territories: Create on service territories
To view service territories and the Service Territories tab: Read on service territories
To edit service territories: Edit on service territories
To delete service territories: Delete on service territories
To view service territory locations: Read on service territories
To create, update, or delete service territory locations: Edit on service territories
To view service territory members: Read on service territories
To create, update, or delete service territory members: Edit on service territories
Before you start, make a list of the territories you want to create and who works in each territory. To keep scheduling straightforward, try to create territories with no more than 50 mobile workers assigned to them. Review Guidelines for Creating Service Territories for Field Service. You can organize service territories into hierarchies of up to 10,000 territories. We recommend creating the highest-level territories first. For example, create a San Francisco Bay Area territory with four child territories: Peninsula, North Bay, South Bay, and East Bay. If the Field Service managed package is installed, use Guided Setup to quickly create your service territories. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Go to Guided Setup**. When you launch guided setup, your Field Service permission sets are scanned to make sure that they’re up-to-date. You see a message if you’re missing a necessary permission. 3. Click **Create Service Territories**. 4. Create your territories one by one. Click a territory name to update its name, operating hours, address, and travel time buffer. 5. Operating hours indicate the working hours of mobile workers in the territory. Territory members use these hours unless different hours are specified on their service territory member records. Use the lookup to select existing operating hours, or click **New Operating Hours** to create your own. To create more complex or varying time slots, save your new operating hours and click Open Operating Hours Record below the Operating Hours field. Then, customize your time slots in the Time Slots related list. To avoid issues with appointment booking, always specify a time zone on your operating hours. 6. To account for activities other than driving, such as unloading technical gear, walking time in a building complex, or finding parking, define a travel time buffer. Valid values are 0 to 120 minutes. When an appointment in this territory is scheduled, or when the schedule changes, the buffer is added to the estimated travel time of the assigned resource. Defining a value for a territory overrides the travel time buffer you define [when setting up routing](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals."). ![The Travel Time Buffer field in Field Service Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/travel_time_buffer.png) Travel time buffers are available only when you’re using Enhanced Scheduling and Optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The buffer doesn’t affect: - Consecutive appointments that don’t have travel times, including appointments that are offsite or at the same site. - Estimated travel times of capacity-based resources. 7. Drag territories within the list to create a hierarchy. 8. To update additional [fields](https://help.salesforce.com/s/articleView?id=service.fs_territory_fields.htm&release=264.0.0&type=5 "Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings.") on a service territory or attach files, select the territory name and click **Open Service Territory Record**. If the managed package isn’t installed, create and manage service territories from the Service Territories tab. - **[Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&release=264.0.0&type=5)** Learn how to use service territories to track where your field service team works and to organize your field workforce. #### See Also - [Service Territory Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_fields.htm&release=264.0.0&type=5 "Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&type=5&language=en_US) # Create Shift Patterns Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts from templates. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. Shift Scheduling and Workforce Engagement are available in Enterprise, Performance, and Unlimited Editions.
User Permissions Needed
To view, create, and update shift patterns View, create, and edit on Shifts, Shift Patterns, Shift Pattern Entries
1. From the App Launcher, select **Shift Patterns**. 2. Click **New**. 3. Enter a name and description for the pattern. We recommend that you include key details in the shift pattern name. For example, you can include in the intended start day of a multi-day pattern such as Weekly Regular Hours (Monday). 4. Click **Save**. 5. Switch to the **Related** tab. 6. Find the Shift Pattern Entries related list and add the appropriate shift templates. 7. To add a template, click **New** and then fill out the form fields. To create multiple shifts per day with the same details, you can add the same template multiple times. You can also add the same template to different days of the week by changing the day position. ![Shift pattern entries](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_shift_pattern_entries.png) 8. Make sure that the shift templates and the shift pattern are active. #### See Also - [Create Shift Templates](https://help.salesforce.com/s/articleView?id=service.fs_shift_templates_create.htm&release=264.0.0&type=5 "Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time, and job profile.") # Create Shift Templates Use shift templates to help manage your team’s schedule. Store the details of commonly used shifts such as the duration, start time, and job profile. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update shift templates

View, create, and edit on Shift Templates,

AND

View on Job Profiles, Service Territories
1. From the App Launcher, click **Shift Templates**. 2. Click **New**. 3. Enter a name and description for the template. 4. Enter the start time and duration. 5. Optionally, select a job profile. 6. **Save** the template. ![New shift template screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/shift_template_new.png) #### See Also - [Create Shift Patterns](https://help.salesforce.com/s/articleView?id=service.fs_shift_patterns_create.htm&release=264.0.0&type=5 "Create shift patterns that store commonly used sets of shifts. Your team can use the New from Pattern action to quickly create shifts from templates.") # Create Shift Templates Create shifts more quickly with templates. Insert a template of pre-populated fields instead of manually completing fields in the shift creation pane. ### Required Editions
View supported editions.
**User Permissions Needed**
To create a shift and apply a template:

Shift Scheduling Planner

OR

Workforce Engagement Planner
Shift templates serve as building blocks for scheduling and assigning shifts to service resources. After creating shift templates, you can use them to create shifts rapidly. Templates fill in information such as start and end times, the job profile, and status. Build and curate a library of shift templates, and then use them to create shifts. 1. From the **App Launcher**, select `Shift Templates`. 2. From the Shift Templates page, click **New**. 3. Enter field values. Each template requires a duration of at least 1 hour. Shift templates must start and end on the quarter hour. For example, 10:00, 10:15, 10:30, and 10:45 are valid times. 4. Specify if the template defines **Non-Standard** shifts. Non-standard shifts are those shifts that support reps consider inconvenient or less desirable. 5. Click **Save**. Or to save and continue creating shift templates, click **Save and New**. # Create Shifts Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps. ### Required Editions
View supported editions.
**User Permissions Needed**
To create a shift or apply a template:

Shift Scheduling Planner

OR

Workforce Engagement Planner
You can create shifts manually, using shift templates, or using shift templates and shift patterns. When you create shifts with shift templates, you can create many shifts at once. If you want to create a repeating pattern of shifts, create shift patterns to use with your shift templates. After you create active shift templates and shift patterns, in the shift manager, click **New from Pattern** to quickly create multiple shifts for the upcoming weeks. If you specify a service resource who isn't available in the pattern, the shift is still created and assigned. For example, if a support rep has a scheduled Resource Absence, the shift is still created and assigned to that resource. Here's how to create a shift manually. 1. Open **Shifts** in the App Launcher. 2. Select a list view from the dropdown menu. Because the All Shifts list view can contain many shifts, we recommend that you create a custom list view. For example, create a list view that filters shifts by service territory or other criteria. 3. Change to the schedule view. 4. Hover over the calendar in the column for the date you want this shift to occur on, and click **\+ New Shift**. 5. Select a start and end time for the shift. A second set of times shows the shift's start and end in the service territory's time zone. 6. Select a shift status. You can specify custom shift status values, or use these defaults. - Tentative—The shift is tentatively defined. It can be assigned to a service resource or unassigned. - Published—The shift is assigned to a service resource and published. In Workforce Management, the support rep can view it in Home. In Shift Scheduling, the support rep can see the shift schedule with the user permission View Shift Scheduling Results. - Confirmed—The shift assignment is confirmed. 7. Optionally, fill in the rest of the fields. 1. Add the service territory and job profile. The service territory indicates where the work takes place. The job profile describes the expertise needed for the work. 2. Select a service resource. When the scheduling tools consider a shift that's already assigned, they look for the best match. They can keep or override your service resource selection. 8. Click **Save**. Or to create another shift, click **Save and New**. 9. View your new shifts in your custom list view or the schedule view. - **Create Shift Templates** Create shifts more quickly with templates. Insert a template of pre-populated fields instead of manually completing fields in the shift creation pane. - **Create Shifts in Bulk from a Capacity Plan** In Workforce Management, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need. - **Non-Standard Shifts** Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition. - **[Create Shift Templates](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_templates.htm&release=264.0.0&type=5)** Create shifts more quickly with templates. Insert a template of pre-populated fields instead of manually completing fields in the shift creation pane. - **[Create Shifts in Bulk from a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shifts_bulk.htm&release=264.0.0&type=5)** In Workforce Management, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need. - **[Non-Standard Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_nonstandard_shifts.htm&release=264.0.0&type=5)** Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition. # Create Shifts Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US).
User Permissions Needed
To create a shift or apply a template:

Shift Scheduling Planner

OR

Workforce Engagement Planner
You can create shifts manually, using shift templates, or using shift templates and shift patterns. When you create shifts with shift templates, you can create many shifts at once. If you want to create a repeating pattern of shifts, create shift patterns to use with your shift templates. After you create active shift templates and shift patterns, in the shift manager, click **New from Pattern** to quickly create multiple shifts for the upcoming weeks. If you specify a service resource who isn’t available in the pattern, the shift is still created and assigned. For example, if a support rep has a scheduled Resource Absence, the shift is still created and assigned to that resource. Here’s how to create a shift manually. 1. Open Shifts in the App Launcher. 2. Select a list view from the dropdown menu. Because the All Shifts list view can contain many shifts, we recommend that you create a custom list view. For example, create a list view that filters shifts by service territory or other criteria. 3. Change to the schedule view. 4. Hover over the calendar in the column for the date you want this shift to occur on, and click **\+ New Shift**. 5. Select a start and end time for the shift. A second set of times shows the shift’s start and end in the service territory's time zone. 6. Select a shift status. You can specify custom shift status values, or use these defaults. - Tentative—The shift is tentatively defined. It can be assigned to a service resource or unassigned. - Published—The shift is assigned to a service resource and published. In Workforce Engagement, the support rep can view it in Agent Home. In Shift Scheduling, the support rep can see the shift schedule with the user permission View Shift Scheduling Results. - Confirmed—The shift assignment is confirmed. 7. Optionally, fill in the rest of the fields. 1. Add the service territory and job profile. The service territory indicates where the work takes place. The job profile describes the expertise needed for the work. 2. Select a service resource. When the scheduling tools consider a shift that's already assigned, they look for the best match. They can keep or override your service resource selection. 8. Click **Save**. Or to create another shift, click **Save and New**. 9. View your new shifts in your custom list view or the schedule view. - **[Create Shift Templates](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_templates.htm&release=264.0.0&type=5)** Create shifts more quickly with templates. Insert a template of pre-populated fields instead of manually completing fields in the shift creation pane. - **[Create Shifts in Bulk from a Capacity Plan](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shifts_from_plan.htm&release=264.0.0&type=5)** In Workforce Engagement, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need. - **[Non-Standard Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_nonstandard_shifts.htm&release=264.0.0&type=5)** Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition. #### See Also - [Manage and View Shift Schedules](https://help.salesforce.com/s/articleView?id=service.shifts_view_parent.htm&release=264.0.0&type=5 "View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar.") - [Preparing for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&release=264.0.0&type=5 "Before your planners can create shifts and assign them, configure Salesforce for shift scheduling.") # Create Shifts from a Pattern In Field Service, create a set of shifts from a predefined pattern of shift templates. Assign a service territory and resource to quickly prepare the schedule. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update shifts: View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships
1. From the App Launcher, click **Shifts**. 2. Click **New from Pattern**. 3. Select the shift pattern. 4. Select a start date. 5. Do one of the following: 1. To end the pattern on a specific date, choose **On a date**. 2. To repeat the pattern, choose **After a number of occurrences** and enter the number of times to repeat it. ![New shifts from pattern screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_shift_patterns.png) 6. Optionally, select a service territory. If you select a territory, you can also assign a service resource. 7. Click **Create Shifts**. #### See Also - [Build Repeating Shift Patterns](https://help.salesforce.com/s/articleView?id=service.fs_shift_patterns.htm&release=264.0.0&type=5 "Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time and job profile. Then build a pattern that lists the shift templates to use each day.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") # Create Shifts in Bulk from a Capacity Plan In Workforce Management, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need. ### Required Editions
View supported editions.
**User Permissions Needed**
To create shifts from a capacity plan in Workforce Management:Workforce Engagement Planner
You can create shifts from capacity plans only in Workforce Management. Shift Scheduling doesn't include capacity planning. When you create a capacity plan, we analyze your forecast and develop a plan based on the shift templates that you defined. We update plan status when our calculations are completed. On a short-term capacity plan, you can click **Create Shifts** to add the remaining shifts that you need directly from the plan. When you click **Create Shifts** on a short-term plan, we consider existing shifts and shift templates and only create the shift deficit: the Required - Available shifts. For example, if 100 shifts are required and 10 shifts exist for the same service territory, job profile, and date range, the process creates 90 shifts. Make sure that your shift templates meet these requirements. - Shift templates must have a duration of at least 1 hour. - Start and end times must start and end on a quarter hour. For example, 10:00, 10:15, 10:30, and 10:45 are valid times. - If you change shift templates after a plan is created, Workforce Management can't create shifts from it. Specifically, if a template's start time, end time, or job profile changes, you can't create shifts. 1. From the App Launcher, open **Capacity Plans**. 2. To open a plan, click its name. After we complete shift calculations on a short-term plan, **Create Shifts** appears on the capacity plan record home. The button remains visible depending on the shift creation process and plan status. | Process Status | Shift Creation Status | Create Shifts Visible? | User Action | | --- | --- | --- | --- | | Ready | Ready | Yes | Users can create shifts for the capacity plan. | | Running | In Progress | No | Users can wait until the process state and shift creation status change. To get the latest state and status, refresh the page. | | Failed | Failed | Yes | Users can retry by clicking **Create Shifts** again. Check that the shift template is still active, and that its start and end times and associated job profile didn't change after the plan was created. Revert any changes and try creating shifts again. If you can't revert the changes, create another plan and create shifts from it. | | Finished Successfully | Completed | No | The selected plan already has shifts. | 3. To create shifts based on your short-term capacity plan, click **Create Shifts**. 4. Click **Create** to confirm. Shift creation status changes from Ready to In Progress and **Create Shifts** disappears. 5. If the shift creation process fails, creation status changes to Failed and **Create Shifts** reappears. You can try again to create shifts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note It can take some time for shift creation to finish. Refresh the page periodically for an updated status. When the process finishes successfully, shift creation status changes to Completed. **Create Shifts** disappears because all required shifts for the plan have been created. After you create shifts from your short-term plan, you can assign or view them from the Shift Manager scheduler view. # Create Shifts in Bulk from a Capacity Plan In Workforce Engagement, you can add shifts that your short-term capacity plan predicts as necessary. You can schedule shifts quickly and accurately when you create them directly from your plan. No more cloning shifts one-by-one and tracking how many you still need. ### Required Editions
View supported editions.
User Permissions Needed
To create shifts from a capacity plan in Workforce Engagement: Workforce Engagement Planner
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). You can create shifts from capacity plans only in Workforce Engagement. Shift Scheduling doesn’t include capacity planning. When you create a capacity plan, we analyze your forecast and develop a plan based on the shift templates that you defined. We update plan status when our calculations are completed. On a short-term capacity plan, you can click **Create Shifts** to add the remaining shifts that you need directly from the plan. When you click **Create Shifts** on a short-term plan, we consider existing shifts and shift templates and only create the shift deficit: the Required - Available shifts. For example, if 100 shifts are required and 10 shifts exist for the same service territory, job profile, and date range, the process creates 90 shifts. Make sure that your shift templates meet these requirements. - Shift templates must have a duration of at least 1 hour. - Start and end times must start and end on a quarter hour. For example, 10:00, 10:15, 10:30, and 10:45 are valid times. - If you change shift templates after a plan is created, Workforce Engagement can’t create shifts from it. Specifically, if a template’s start time, end time, or job profile changes, you can’t create shifts. 1. From the App Launcher, open **Capacity Plans**. 2. To open a plan, click its name. After we complete shift calculations on a short-term plan, **Create Shifts** appears on the capacity plan record home. The button remains visible depending on the shift creation process and plan status. | Process Status | Shift Creation Status | Create Shifts Visible? | User Action | | --- | --- | --- | --- | | Ready | Ready | Yes | Users can create shifts for the capacity plan. | | Running | In Progress | No | Users can wait until the process state and shift creation status change. To get the latest state and status, refresh the page. | | Failed | Failed | Yes | Users can retry by clicking **Create Shifts** again. Check that the shift template is still active, and that its start and end times and associated job profile didn't change after the plan was created. Revert any changes and try creating shifts again. If you can’t revert the changes, create another plan and create shifts from it. | | Finished Successfully | Completed | No | The selected plan already has shifts. | 3. To create shifts based on your short-term capacity plan, click **Create Shifts**. 4. Click **Create** to confirm. Shift creation status changes from Ready to In Progress and **Create Shifts** disappears. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note It can take some time for shift creation to finish. Refresh the page periodically for an updated status. If the shift creation process fails, creation status changes to Failed and **Create Shifts** reappears. You can try again to create shifts. When the process finishes successfully, shift creation status changes to Completed. **Create Shifts** disappears because all required shifts for the plan have been created. After you create shifts from your short-term plan, you can assign or view them from the Shift Manager scheduler view. # Create Skills for Field Service Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
Create and update skills in Setup: Customize Application
Assign skills to service resources: Edit on service resources
View service resources’ skills: Read on service resources
Add required skills to work orders or work order line items: Edit on work orders
Add required skills to work types: Edit on work types
If the Field Service managed package is installed, you can easily create and assign skills in Guided Setup when you create work types and service resources. If you’re not using Guided Setup, create skills in Setup first. Then, assign them to service resources or create skill requirements. 1. Decide how to measure skill level. Skills and skill requirements can be assigned a skill level between 0 and 99.99. For example, use the Skill Level field to indicate years of experience, or create a matrix that corresponds professional license classes to skill level numbers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Create validation rules to limit potential skill level values. For example, only allow multiples of 10. - Create field-level help to let your users know how skill level is determined. 2. Create skills in Setup. 1. From Setup, enter Skill Settings in the Quick Find box, then select **Skills**. 2. Click **New** and enter a name, like Electrician Certification, and a description. 3. You can assign a Skill Type to group similar skills. 4. Skip the Assign Users and Assign Profiles sections, which are specific to Chat. 5. Save your changes. 3. Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience). 1. You can create and assign a service resource skill from a service resource record. In the Skills related list, select **New**, or select **Assign Skills** to assign an existing skill. 2. Select a skill, and enter a skill level from 0 to 99.99. 3. Enter a start date and, if needed, an end date. For example, if a mobile worker must be recertified in a particular skill every six months, enter an end date that’s six months later than the start date. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - The Field Service managed package comes with the Skill Selector Visualforce page component (vf034\_Skill\_Selector\_V2\_Resource\_Page) that supports up to 3000 records listed alphabetically by skill name. Any other skills aren’t loaded, such that even if they’re assigned, they aren’t displayed. - When you enter a start and end date in the Skills related list, these dates are shown in your user timezone. When you’re using the Assign Skills action, the start and end dates are shown in the service resource's timezone. 4. Save your skill. 4. Add the skill as a requirement on work types, work orders, or work order line items (supported in both Salesforce Classic and Lightning Experience). Work orders and work order line items inherit their work type’s skill requirements. 1. From a work type, work order, or work order line item record, create a skill requirement in the Skill Requirements related list. 2. Select a skill, and enter a skill level from 0 to 99.99. 3. Save your skill requirement. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Skills can't be deleted. If a skill is no longer in use, add a prefix to the skill name, for example, add zDoNotUse\_ to move the skill to the bottom of the list. #### See Also - [Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_skill_fields.htm&release=264.0.0&type=5 "Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") - [Create Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&release=264.0.0&type=5 "Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work.") - [Guidelines for Creating Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5 "Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.") - [Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements.") # Create Skills for Skills-Based Routing Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).
View supported editions.
1. From Setup, enter Omni-Channel in the Quick Find box, then select **Skills**. 2. Click **New**. 3. Enter a name for the skill. For example, you can create a skill that’s called “Spanish” to denote agents who speak Spanish. 4. Optionally, enter a description of the skill. 5. If you are using Standard Omni-Channel, assign skills to users and profiles in the Assign Users and Assign Profiles sections. 6. If you are using Enhanced Omni-Channel, skip the Assign Users and Assign Profiles sections. Instead, add these skills to each rep's service resource. 7. Click **Save**. # Create Smart Links with the Link Tool in Salesforce Classic Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To create articles:

Manage Articles

AND

Read and Create on the article type
1. Highlight the content or place your cursor where you want to add the link. 2. Click the link icon ![Rich text area link icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_rtafield_link_icon.png). 3. For Link Type, select **URL**. 4. For Protocol, select ****. 5. Enter the article URL as /articles/\[language\]/\[articleType\]/\[URLName\]. For example, for an English article in a multiple language knowledge base, of article type FAQ, with a URL Name of About-Passwords the article URL is /articles/en\_US/FAQ/About-Passwords. Add a language only if your Salesforce Knowledge base supports multiple languages. 6. Optionally, on the Target tab, select where the referenced article displays. 7. Click **OK**. Smart links use more characters than what is displayed in the editor. If you see an error that you have surpassed the character limit, have your administrator increase the limit. #### See Also - [Insert Smart Links into Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_smartlink_lex.htm&release=264.0.0&type=5 "Smart links go to the right article and version, even when a new version is published or the URL name changes. You create smart links in your article’s rich text fields, so rich text fields must be enabled.") - [Create Persistent Links to Lightning Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_urls.htm&release=264.0.0&type=5 "You can manually create a permanent link to a Lightning Knowledge article. The link, called a permanent or static link, points to the latest version of an article in the user’s preferred language. You can embed an article link in external sites and documents to provide your users with access to the latest version.") # Create SMS Long Code Channels for Service Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). SMS long code messaging is available in Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Hong Kong, Hungary, Ireland, Malaysia, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, the United Kingdom, and the United States. Messaging doesn't support mobile or Voice Over IP phone numbers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you have the Agentforce Contact Center Digital add-on, you must purchase message credits to create a long code SMS channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full SMS feature set. They appear in Digital Wallet under the [Salesforce Message Credits - SMS card](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). - **[Create Long Code SMS Channels (US and Canada)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_longcode_uscd.htm&release=264.0.0&type=5)** Create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers. Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. Having unique numbers improves call routing and can‌ boost lead generation by making it easier for customers to connect with the right person quickly. - **[Create Long Code SMS Channels (International)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_longcode_intl.htm&release=264.0.0&type=5)** If you're outside of the US and Canada, you'll need to submit the number request form to register a ten-digit long code number for a new SMS channel in Agentforce Service (formerly Service Cloud). - **[Create Toll-Free Long Code Channels (US)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_tollfree.htm&release=264.0.0&type=5)** Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly. - **[Request a Brand for a 10-Digit Long Code (US and Canada)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_brand.htm&release=264.0.0&type=5)** Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC). - **[Request a Campaign for a 10-Digit Long Code (US and Canada)](https://help.salesforce.com/s/articleView?id=service.messaging_sms_campaign.htm&release=264.0.0&type=5)** Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand. - **[Considerations for Long Code Channels](https://help.salesforce.com/s/articleView?id=service.messaging_text_message_considerations.htm&release=264.0.0&type=5)** Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number. - **[SMS Regulations by Country](https://help.salesforce.com/s/articleView?id=service.messaging_sms_regulations.htm&release=264.0.0&type=5)** Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages. # Create SMS Short Code Channels for Service Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To view SMS channels: View Setup and Configuration
To create SMS channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). Want to see short codes in action? Watch our video. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you have the Agentforce Contact Center Digital add-on, you must purchase message credits to create a short code SMS channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full SMS feature set. They appear in Digital Wallet under the [Salesforce Message Credits - SMS card](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&type=5&language=en_US). Setting up a standard or enhanced short code SMS channel involves a multi-step application process. Approving and provisioning a short code can take 10–16 weeks. Here’s what to expect from the setup process: ![Graphic showing 6 steps of short code setup process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_short_code_process.png) To get started, go to [Service-Digital Engagement Messaging: Short Code Application Process.](https://help.salesforce.com/s/articleView?id=000380702&type=1&language=en_US) - **[Considerations for Short Codes](https://help.salesforce.com/s/articleView?id=service.messaging_short_code_considerations.htm&release=264.0.0&type=5)** When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada. # Create Solutions You can create a solution from the sidebar or Solutions tab and while closing a case. ### Required Editions
View supported editions.
User Permissions Needed
To create solutions: Create on solutions
1. Select **Solution** from the Create New drop-down list in the sidebar, or click **New** next to **Recent Solutions** on the solutions home page. If multilingual solutions is enabled for your org, you can create a translated solution by clicking **New** on the Translated Solutions related list of the master solution. Translated solutions inherit the record type of the master solution from which they are translated. You cannot change the record type of translated solutions. 2. If multilingual solutions is enabled for your org, select the language for the solution from the Language picklist. The languages available are the languages supported by Salesforce. The Language picklist excludes languages already used in the master solution or in other translated solutions associated with the master solution. 3. Enter the solution title, details, and any other information. In solution searches, if any search terms match words in a solution title, the solution is boosted in the search results. Thus, it's a good idea to write a solution title with relevant words that users are likely to use in searches. If HTML Solutions is enabled for your org, you can enter solution details in an HTML editor. The HTML editor allows you to use a toolbar to insert images and format the text and paragraphs in your solution. 4. Click **Save**. Images in HTML solution details don’t show up in list views and reports. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_example.png) Example To create a solution while closing a page: - Choose **Close Case** on a case detail page, or click **Save & Close** while editing a case. - Enter the title and details under **Solution Information**, and check Submit to knowledge base to submit the solution for review by your solution managers. - Click **Save**. - **[Tips on Writing Solutions](https://help.salesforce.com/s/articleView?id=service.tips_on_writing_solutions.htm&release=264.0.0&type=5)** To assist users in solving their cases, it is important to write good solutions. #### See Also - [Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5 "An alphabetical list of solution fields.") - [Reviewing Solutions](https://help.salesforce.com/s/articleView?id=service.reviewing_solutions.htm&release=264.0.0&type=5 "Solution managers, administrators, and users with the “Edit” permission on solutions can review existing solutions.") - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") # Create the Agent Actions for Handling Service Resource Absences in the Legacy Agentforce Builder Create the agent actions and assign the referenced flows to them. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Resource Absence Action Create an action that creates the resource absence. 1. In Setup, find and select **Agentforce Assets**. 2. From the Actions tab, click **New Agent Action**. 3. For Reference Action Type, select **Flow**. 4. For Reference Action, select the Create Resource Absence flow that you created. 5. For Agent Action Label, enter Create Resource Absence. The API name is automatically populated. 6. For Agent Action Description, enter: Creates a resource absence and sends a list of service appointments assigned to a given service resource for the current day. 7. For Loading Text, enter Default. 8. Don’t mark the input as required and enter these instructions: The appointment’s time zone. 9. For the output’s instructions, enter: The list of service appointments assigned to the service resource. 10. In the output, make sure that **Show in conversation** isn’t selected. 11. Click **Finish**. ## Reschedule Service Appointments Action Create an action that reschedules the service appointments. 1. In Setup, find and select **Agentforce Assets**. 2. From the Actions tab, click **New Agent Action**. 3. For Reference Action Type, select **Flow**. 4. For Reference Action, select the Reschedule Service Appointments flow that you created. 5. For Agent Action Label, enter Reschedule Service Appointments. The API name is automatically populated. 6. For Agent Action Instructions, enter: Attempt to reschedule the service resource’s service appointments one at a time. 7. For Loading Text, enter Default. 8. For the input’s instructions, enter: The service appointment ID passed into the flow. 9. For the output’s instructions, enter: The service appointment ID returned from the flow. 10. In the output, make sure that **Show in conversation** isn’t selected. 11. Click **Finish**. # Create the Asset Maintenance Flow for Customer Outreach in the Legacy Agentforce Builder Create an asset maintenance flow that triggers the notification flow you created. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
The Field Service: Schedule Asset Maintenance Appointment flow is a Schedule-Triggered flow. Before you begin, review the [Schedule-Triggered Flow Considerations](https://help.salesforce.com/s/articleView?id=platform.flow_considerations_trigger_schedule.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the **Field Service: Schedule Asset Maintenance Appointment** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Connect the notification flow. 1. At the end of the flow, under the No path of the Do Engagement Topics Exist? Decision element, add a Subflow element. 2. Select the notification flow that you created. 3. Select to include the input values. 4. For operationType, enter AssetMaintenance. 5. For serviceAppointmentId, enter {!$Record.Id}. 6. Save and activate the flow. # Create the Asset Maintenance Flow for Customer Outreach in the New Agentforce Builder Create an asset maintenance flow that triggers the notification flow you created. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and can be done manually. The Field Service: Schedule Asset Maintenance Appointment flow is a Schedule-Triggered flow. Before you begin, review the [Schedule-Triggered Flow Considerations](https://help.salesforce.com/s/articleView?id=platform.flow_considerations_trigger_schedule.htm&type=5&language=en_US). 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Schedule Asset Maintenance Appointment** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Connect the notification flow. 1. At the end of the flow, under the No path of the Do Engagement Topics Exist? Decision element, add a Subflow element. 2. Select the notification flow that you created. 3. Select to include the input values. 4. For operationType, enter AssetMaintenance. 5. For serviceAppointmentId, enter {!$Record.Id}. 6. Save and activate the flow. # Create the Contact Center You can create a contact center in your Salesforce org either from the UI by uploading the contact center definition file in XML format or by triggering the metadata API. ### Required Editions
View supported editions.
- **[Prepare Contact Center Definition File](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&release=264.0.0&type=5)** To create a contact center, you must prepare an import.xml file. - **[Create Contact Center from Salesforce UI](https://help.salesforce.com/s/articleView?id=service.voice_cc_create.htm&release=264.0.0&type=5)** To manually integrate Voice with your exsiting Amazon Connect instance, you must prepare the contact center definition XML file. - **[Create Contact Center with Metadata API](https://help.salesforce.com/s/articleView?id=service.voice_cc_metadata.htm&release=264.0.0&type=5)** You can also use metadata API to create a contact center. # Create the Data Cloud Salesforce CRM Connection To connect the CRM org, enable Data 360 and manually set up a connection. Before you begin: - First, set up a few things in both the Salesforce org you're connecting from and the one you're connecting to. - Configure your domain settings in both the source and target org. - Enable API access to allow the two orgs to talk to each other. - Add Salesforce's official IP addresses to your trusted list to ensure a secure connection. See [Salesforce IP Addresses and Domains to Allow](https://help.salesforce.com/s/articleView?id=000321501&language=en_US&type=1). - Grant Data 360 permission to access your CRM data. See [Configure User Permissions for an External Salesforce Org Connection in Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setting_user_permissions_to_connect_external_org.htm&language=en_US&type=5) and [Enable Object and Field Permissions to Access Salesforce CRM in Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_enable_user_permissions_external_salesforce_org.htm&language=en_US&type=5). ## Data 360 is Already Enabled If Data 360 is enabled with an existing Salesforce CRM connection, skip this step and go to [Update the Connector Permissions](https://help.salesforce.com/apex/HTViewHelpDoc?id=mktg.persnl_setup_permission_set_update_data_cloud_connector_permissions.htm&language=en_US). ## Data 360 is Not Yet Enabled Enable Data 360 in your Salesforce org before installing Asset Service Prediction. Refer to [Salesforce CRM Connector](https://help.salesforce.com/s/articleView?id=data.c360_a_salesforce_crm_connector.htm&language=en_US) for detailed instructions. - In Setup, go to Asset Service Prediction. On the **Create the Data Cloud Salesforce CRM Connection** step, click **Connect**. - Check that you have an internal Salesforce connection. No connections? Click **Connect** and then click **Connect** again for the Salesforce org. Your Salesforce org is now connected as a data source. # Create the Field Service Integration Permission Set Create or update the Field Service Integration permission set to access the object attributes. The Field Service Integration permission set lets users manage permissions needed for optimization and scheduling services related to Enhanced Scheduling and Optimization and service appointment bundling. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To configure the Field Service managed package: Customize Application
To assign a permission set license: Manage Users
To create a permission set: Manage Profiles and Permission Sets
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Field Service Integration permission set must have Read access to custom fields used in scheduling and optimization processes. For example, if a recordset filter criteria is defined for a Designated Shift, the Field Service Integration permission set requires Read access to fields that the recordset filter criteria uses. Or, if Dynamic Priority uses a formula field to calculate priority, the Field Service Integration permission set requires Read access to that custom formula field and any custom fields that the formula references. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Getting Started** and then **Permission Sets**. 3. On the Field Service Integration tile, click **Create Permissions** or **Update Permissions**. When a permission set is current, the Create Permissions or Update Permissions link on the tile is replaced by a message indicating that it’s up to date. The Field Service Integration permission set isn't tied to a license, and you can enable permissions to fit your organization’s needs without relying on one. This allows you to enable permissions for the Field Service Integration permission set on your own and give the Platform Integration User access to fields and objects when they need to be modified. The Field Service Integration is exclusive to the Platform Integration User. #### See Also - [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&type=5&language=en_US) - [Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&type=5&language=en_US) # Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the Legacy Agentforce Builder Create the Field Service Scheduling agent from the template in the legacy Agentforce Builder. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, [create an agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_setup_parent_studio.htm&release=264.0.0&type=5 "Create your AI agents and set them up for success. For a simplified experience, use the automated Salesforce Go tool to guide you through the entire setup and get you started. If you encounter issues with the automation, you can complete the process manually.") in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). # Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the New Agentforce Builder Create the Field Service Scheduling agent from the template in Agentforce Studio. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up your agent, all of these steps are already completed and you can skip to [connecting the agent to your messaging channel](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&release=264.0.0&type=5 "Now that you’ve created your agent, you’re ready to connect it to your messaging channel."). If you’re building this agent manually, follow these steps. 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select the **Field Service Customer-Initiated Scheduling** template. 4. Under Agent Details, select or create an **Agent’s User Record** for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job. 5. Enter the agent’s name and then click **Let’s Go**. 6. Review your agent in Agentforce Builder. 1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US&type=5) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US&type=5). 2. In the Subagents section, manage and customize your agent’s subagents and actions. 3. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent’s responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&language=en_US&type=5). 7. Click **Preview** to test your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agentforce to help you understand your agent’s behavior at any step. See [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5) for more details. 8. Connect your agent to service channels to transfer agent conversations. See [Connect an Agent to Messaging](https://help.salesforce.com/s/articleView?id=ai.agent_parent_deploy_messaging.htm&language=en_US&type=5) for more information on deploying your agent to a Messaging channel. 9. When you’re ready to use your agent outside of the builder, click **Commit Version**. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking **New Version**. See [Versioning and Editing Agents](https://help.salesforce.com/s/articleView?id=ai.agent_versions_lifecycle.htm&language=en_US&type=5) for more information. 10. When you’re ready, [activate your agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5). 11. Optionally, [configure](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.") your agent to suit your needs. 12. [Monitor](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_understand_studio.htm&release=264.0.0&type=5 "Learn about how engagement topics connect between messaging sessions and service appointments.") your agent. # Create the Flows for Handling Service Resource Absences in the Legacy Agentforce Builder Create two flows, one for creating the resource absence, and the other for rescheduling the service appointments. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
## Resource Absence Flow This flow returns a list of today’s service appointments that the service resource who requested the absence is assigned to, and creates a resource absence. Create an Autolaunched Flow that performs the following: - Gets the service resource’s ID - Determines the time zone and the operating hours for the primary service territory - Determines the time zone and the operating hours for the relocation service territory - Prevents creating duplicate absence records if the flow runs multiple times on the same day - Finds all of the appointments assigned to the mobile worker today ### Variables
API Name Details
saIdsFromAssignedResource

Text

Select to allow multiple values (collection)

serviceResourceSAIds

Text

Select to allow multiple values (collection)

Available for output

currentDateTimeTZ

Data Type: Text
STMRelocation

Data Type: Record

Object: Service Territory Member

timeZone

Note: This variable isn’t used in the flow, but it’s required for the input of the agent action. You can enter a default value here, such as UTC.

Data Type: Text

Default Value: “”

Available for input

varEnd

Data Type: Date/Time
varRecordTypeId

Data Type: Text
varResourceId

Data Type: Text
varStart

Data Type: Date/Time
### Formulas | API Name | Data Type | Formula | | --- | --- | --- | | LocalDateTimeEndOfDayFormula | Date/Time | DATETIMEVALUE(TEXT(DATEVALUE({!currentDateTimeTZ})) + " 23:59:59") | | LocalDateTimeNowFormula | Date/Time | DATETIMEVALUE(TEXT(DATEVALUE({!currentDateTimeTZ})) + " 00:00:00") | | TodayEndFormula | Date/Time | DATETIMEVALUE(TEXT(DATEVALUE({!currentDateTimeTZ})) + " 23:59:59") | | TodayStartFormula | Date/Time | NOW() | ### Elements
Flow Element Configuration
Get Records

Label: Get Service Resource ID

Salesforce Object: Service Resource

Filter: All Conditions Are Met (AND)

Field: User ID, Operator: Equals, Value: Running User > id

Get Records

Label: Get Primary Service Territory Member

Salesforce Object: Service Territory Member

Filter: Custom Condition Logic Is Met

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Territory Type, Operator: Equals, Value: Primary

3. Field: Start Date, Operator: Less Than or Equal, Value: TodayStartFormula

4. Field: End Date, Operator: Greater Than, Value: TodayStartFormula

5. Field: End Date, Operator: Is Null, Value: True

Condition Logic: 1 AND 2 AND 3 AND (4 OR 5)

Get Records

Label: Get Relocation Service Territory Member

Salesforce Object: Service Territory Member

Filter: Custom Condition Logic Is Met

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Territory Type, Operator: Equals, Value: Relocation

3. Field: Start Date, Operator: Less Than or Equal, Value: TodayStartFormula

4. Field: End Date, Operator: Greater Than or Equal, Value: TodayStartFormula

5. Field: End Date, Operator: Is Null, Value: True

Condition Logic: 1 AND 2 AND 3 AND (4 OR 5)

How to Store Record Data: Choose fields and assign variables (advanced)

Record: STMRelocation

Decision

Label: Is Relocation Service Territory Member?

Outcome Label: Yes

Default Outcome Label: No

Filter: All Conditions Are Met (AND)

Resource: STMRelocation, Operator: Is Blank, Value: False

Default Outcome Label: No (Default)

No > Get Records

Label: Get Service Territory Primary Operating Hours

Salesforce Object: Service Territory

Filter: All Conditions Are Met (AND)

Field: Territory ID, Operator: Equals, Value: Service Territory Member from Get Primary Service Territory Member > Territory ID

How to Store Record Data: Choose fields and let Salesforce do the rest

Field: OperatingHoursId

Get Records

Label: Get Time Zone Primary

Salesforce Object: Operating Hours

Filter: All Conditions Are Met (AND)

Field: Operating Hour ID, Operator: Equals, Value: Service Territory from Get Service Territory Primary Operating Hours > Operating Hour ID

Action

Action: Get Current Time

Label: Get Current Time Primary

TimeZone: Operating Hours from Get Time Zone Primary > Time Zone

Manually assign variables (advanced)

Store Output Values: currentDateTimeTZ

Yes > Get Records

Label: Get Service Territory Relocation Operating Hours

Salesforce Object: Service Territory

Filter: All Conditions Are Met (AND)

Field: Territory ID, Operator: Equals, Value: STMRelocation > Resource Territory ID

How to Store Record Data: Choose fields and let Salesforce do the rest

Field: OperatingHoursId

Get Records

Label: Get Time Zone Relocation

Salesforce Object: Operating Hours

Filter: All Conditions Are Met (AND)

Field: Operating Hour ID, Operator: Equals, Value: Service Territory from Get Service Territory Relocation Operating Hours > Operating Hour ID

Action

Action: Get Current Time

Label: Get Current Time Relocation

TimeZone: Operating Hours from Get Time Zone Relocation > Time Zone

Manually assign variables (advanced)

Store Output Values: currentDateTimeTZ

Connect the No and Yes paths > Get Records

Label: Get Existing Resource Absence

Salesforce Object: Resource Absence

Filter: All Conditions Are Met (AND)

1. Field: Resource ID, Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

2. Field: Start Time, Operator: Less Than or Equal , Value: LocalDateTimeEndOfDayFormula

3. Field: End Time, Operator: Greater Than or Equal, Value: LocalDateTimeNowFormula

4. Field: Type, Operator: Equals, Value: Medical

How to Store Record Data: Choose fields and assign variables (advanced)

Where to Store Field Values: In separate variables

Field: RecordTypeId, Variable: varRecordTypeId

Field: ResourceId, Variable: varResourceId

Assignment

Label: Assign Current Date and Time

Variable: varStart, Operator: Equals, Value: TodayStartFormula

Variable: varEnd, Operator: Equals, Value: TodayEndFormula

Decision

Label: Is Resource Absence on Gantt?

Outcome Label: No

Filter: All Conditions Are Met (AND)

Resource: varResourceId, Operator: is Null, Value: True

Note: You can add more fields that were fetched throughout the flow, check if they’re not Empty or Null, and determine if the resource absence should be created.

Default Outcome Label: Yes (Default)
No > Get Records

Label: Get Record Type

Salesforce Object: Record Type

Filter: All Conditions Are Met (AND)

Field: Record Type Name, Operator: Equals, Value: Non_Availability

Create Records

Label: Create Resource Absence

How to set record field values: Manually

Salesforce Object: Resource Absence

1. Field: End Time, Value: LocalDateTimeEndOfDayFormula

2. Field: Start Time, Value: TodayStartFormula

3. Field: Record Type ID, Value: Record Type from Get Record Type > Record Type ID

4. Field: Resource ID, Value: Service Resource from Get Service Resource ID > Resource ID

5. Field: Approved, Value: True

6. Field: Type, Value: Medical

Connect the No and Yes paths > Get Records

Label: Get Service Appointment

Salesforce Object: Service Appointment

Filter: All Conditions Are Met (AND)

1. Field: Scheduled Start, Operator: Greater Than or Equal, Value: TodayStartFormula

2. Field: Scheduled End, Operator: Less Than or Equal, Value: TodayEndFormula

3. Field: Territory ID, Operator: Equals, Value: Service Territory from Get Service Territory Primary Operating Hours > Territory ID

How Many Records to Store: All records

Choose fields and let Salesforce do the rest: Id is entered by default

Loop

Label: Iterate Over Service Appointments for Today

Collection Variable: Service Appointments from Get Service Appointments

Specify Direction for Iterating Over Collection: First item to last item

For Each > Assignment

Label: Set List of Service Appointment IDs

Set Var Values: saIdsFromAssignedResource, Operator: Add, Value: Current Item from Loop Iterate Over Service Appointments > Service Appointment ID
After Last > Get Records

Label: Get Service Appointment from Assigned Resource

Salesforce Object: Assigned Resource

Filter: All Conditions Are Met (AND)

1. Field: Service Appointment ID, Operator: In, Value: saIdsFromAssignedResource

2. Field: Service Resource ID , Operator: Equals, Value: Service Resource from Get Service Resource ID > Resource ID

How Many Records to Store: All records

How to Store Record Data: Choose fields and let Salesforce do the rest

1. Field: Id

2. Field : ServiceAppointmentId

Loop

Label: Iterate Over Assigned Resource for Today

Collection Variable: Assigned Resources from Get Service Appointment from Assigned Resource

For Each > Assignment

Label: Set List of Service Appointment IDs for Today

Variable: serviceResourceSAIds, Operator: Add, Value: Current Item from Loop Iterate Over Assign Resource for Today > Service Appointment ID

Your flow should look like this. ![Resource Absence flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_resource_absence_main_flow.png) ## Reschedule Service Appointments Flow This flow attempts to reschedule the service resource’s service appointments one at a time. Create an Autolaunched Flow with the following details. ### Variables
API Name Details
saResults

Data Type: Text

Available for output

serviceAppointmentId

Data Type: Text

Available for input

### Elements
Flow Element Configuration
Get Records

Label: Get Scheduling Policy

Salesforce Object: Scheduling Policy

Filter: All Conditions Are Met (AND)

Field: Scheduling Policy Name, Operator: Equals, Value: Customer First

Subflow

Subflow: Field Service: Schedule Service Appointment

Label: Reschedule Service Appointment

serviceAppointmentId: Included, Value: serviceAppointmentId
Decision

Label: Was Reschedule Successful?

Outcome Label: No

Default Outcome Label: Yes

Filter: All Conditions Are Met (AND)

Resource: Outputs from Reschedule Service Appointment > serviceAppointmentId, Operator: Equals, Value: Blank Value (Empty String)
No > Action

Action: Schedule Service Appointment (scheduleServiceAppointment)

Label: Retry Reschedule

Scheduling Policy ID: Scheduling Policy from Get Scheduling Policy > Record ID

Service Appointment ID: serviceAppointmentId
Connect the No and Yes paths > Assignment

Label: Assign Service Appointment ID

Variable: saResults, Operator: Equals, Value: Outputs from Reschedule Service Appointment > serviceAppointmentId
Your flow should look like this. ![Reschedule Appointments flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_resource_absence_reschedule_flow.png) # Create the input\_record If you build a flow to route work based on field values in a Salesforce record, use a record variable to store the record.
View supported editions.
1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**. 2. For **Resource Type**, select **Variable**. 3. For **API Name**, enter input\_record. 4. For **Data Type**, select **Record**. 5. For **Object**, select the Salesforce object. For example, to route chats based on the field values in the Chat Transcript record, select **Chat Transcript**. For calls, select **Voice Call**. 6. Under **Availability Outside the Flow**, select **Available for input**. 7. Click **Done**. ![New variable named input\_record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_create_input_record.png) # Create the Interactive Appointment Reminder Flow for Customer Outreach in the New Agentforce Builder Create an appointment reminder flow that triggers the notification flow you created. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and can be done manually. The Field Service: Collect Service Appointments for Reminders flow is a Schedule-Triggered flow. Before you begin, review the [Schedule-Triggered Flow Considerations](https://help.salesforce.com/s/articleView?id=platform.flow_considerations_trigger_schedule.htm&type=5&language=en_US). 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Collect Service Appointments for Reminders** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Connect the notification flow. 1. At the end of the flow, under the Yes path of the Does Contact Have Mobile Phone Number? Decision element, add a Subflow element. 2. Select the notification flow that you created. 3. Select to include the input values. 4. For operationType, enter AppointmentReminder. 5. Determine if you want to send a second reminder. For sendSecondReminder, select True or False. 6. For serviceAppointmentId, select **Triggering ServiceAppointment > Service Appointment ID**. 6. Save and activate the flow. You might see this warning after saving the flow: **Warning:** For a schedule-triggered flow, specify the default workflow user in your org’s process automation settings. **Explanation:** The Field Service: Collect Service Appointments for Reminders flow is a Schedule-Triggered flow that runs daily at 7:00 AM. Scheduled flows aren’t run by the logged-in user. Instead, the org’s Default Workflow User runs them. If that setting is empty, the flow has no user context to run under, which can cause it to fail or behave unpredictably at runtime. **Solution:** From Setup, go to **Process Automation Settings**. Set the Default Workflow User to an active user, typically an admin or a dedicated integration or automation user. # Create the Messaging Components for Customer Outreach in the Legacy Agentforce Builder Set up a messaging component for every message that you want to send to your customers. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
1. From Setup, in the Quick Find box, enter Messaging and select **Messaging Components**. 2. Create your messaging components. 1. Click **New Component**. 2. Scroll down to select **Notification** and click **Next**. 3. Enter the message that’s sent to your customers. You can edit this message to add parameters later on. At this point, just enter a temporary message to get to the next screen. 4. Add an image and click **Next**. 5. Give the component a name. The Developer Name is populated for you. 6. Click **Done**. 7. Repeat these steps for the remaining messaging components. 3. Add parameters and constants. See [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&type=5&language=en_US). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip Copy the names. You’ll need them when setting up the flow that notifies customers. 4. Edit the messaging components that you created to form your outgoing messages. For example, you can use these messages: For rebooking appointments—initial message: Hi `{!$Parameters.CustomerName}`, We apologize for the inconvenience, but we need to reschedule your upcoming `{!$Parameters.WorkType}` appointment on `{!$Parameters.DateTime}`. When are you next available for the appointment? Thank you, `{!$Constants.CompanyName}` For rebooking appointments—reminder message: Hi `{!$Parameters.CustomerName}`, Reminding you that we need to reschedule your upcoming `{!$Parameters.WorkType}` appointment on {!$Parameters.DateTime}. When are you next available for the appointment? Thank you, `{!$Constants.CompanyName}` For Asset Maintenance—initial message: Hi `{!$Parameters.CustomerName}`, According to maintenance plan `{!$Parameters.MaintenancePlanName}`, asset `{!$Parameters.AssetName}` is due for maintenance soon. When are you next available for the appointment? Thank you, `{!$Constants.CompanyName}` For Asset Maintenance—reminder message: Hi `{!$Parameters.CustomerName}`, Reminding you that according to maintenance plan `{!$Parameters.MaintenancePlanName}`, asset `{!$Parameters.AssetName}` is due for maintenance soon. When are you next available for the appointment? Thank you, `{!$Constants.CompanyName}` 5. Activate the components. #### See Also - [Get Started with Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&language=en_US) # Create the Messaging Components for Customer Outreach in the New Agentforce Builder Set up a messaging component for every message that you want to send to your customers. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up an agent that lets dispatchers rebook appointments with Agentforce from the Gantt, all of these steps are already completed and you can skip to [Routing Your Agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify."). If you’re building this agent manually, follow these steps. If you’re building a Customer Outreach agent that coordinates asset maintenance appointments or sends customers reminders about their upcoming appointments, follow these steps. 1. In Setup, find and select **Messaging Components**. 2. Create your messaging components. 1. Click **New Component**. 2. Scroll down to select **Notification** and click **Next**. 3. Enter the message that’s sent to your customers. You can edit this message to add parameters later on. At this point, just enter a temporary message to get to the next screen. 4. Add an image and click **Next**. 5. Give the component a name. The Developer Name is populated for you. 6. Click **Done**. 7. Repeat these steps for the remaining messaging components. 3. Add parameters and constants. See [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&type=5&language=en_US). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip Copy the names. You’ll need them when setting up the flow that notifies customers. 4. Edit the messaging components that you created to form your outgoing messages. For example, you can use these messages: For rebooking appointments—initial message: ``` Hi {!$Parameters.CustomerName} We apologize for the inconvenience, but we need to reschedule your upcoming {!$Parameters.WorkType} appointment on {!$Parameters.DateTime}. When are you next available for the appointment? Thank you, {!$Constants.CompanyName} ``` For rebooking appointments—second message: ``` Hi {!$Parameters.CustomerName}, Reminding you that we need to reschedule your upcoming {!$Parameters.WorkType} appointment on {!$Parameters.DateTime}. When are you next available for the appointment? Thank you, {!$Constants.CompanyName} ``` For appointment reminders—initial message: ``` Hi {!$Parameters.CustomerName}, Reminding you that you have a {!$Parameters.WorkType} appointment tomorrow between {!$Parameters.ArrivalWindowStart} and {!$Parameters.ArrivalWindowEnd}. If you need to make any changes, please let us know. Thanks, {!$Constants.CompanyName} ``` For appointment reminders—second message: ``` Hi {!$Parameters.CustomerName}, Our technician will arrive today between {!$Parameters.ArrivalWindowStart} and {!$Parameters.ArrivalWindowEnd}. Have a great day, {!$Constants.CompanyName} ``` For asset maintenance—initial message: ``` Hi {!$Parameters.CustomerName}, According to maintenance plan {!$Parameters.MaintenancePlanName}, asset {!$Parameters.AssetName} is due for maintenance soon. When are you next available for the appointment? Thank you, {!$Constants.CompanyName} ``` For asset maintenance—second message: ``` Hi {!$Parameters.CustomerName}, Reminding you that according to maintenance plan {!$Parameters.MaintenancePlanName}, asset {!$Parameters.AssetName} is due for maintenance soon. When are you next available for the appointment? Thank you, {!$Constants.CompanyName} ``` 5. Activate the components. # Create the Notification Flow for Customer Outreach in the Legacy Agentforce Builder Create a notification flow that sends notifications to the customer when triggered. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the **Field Service: Notify Customer** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. In the Get Messaging Channel element, under Filter Messaging Channel Records, add the SMS messaging channel’s developer name as the value of the Developer Name field. ![Get Messaging Channel element in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_messaging_channel.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip You can find the messaging channel’s developer name in Messaging Settings in Setup. ![Messaging Channel developer name in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_settings.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in [Configure Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow."). 6. For rebooking: 1. After the Which Operation Type? decision element, go to the Rebook Appointment decision outcome path of the flow. 2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component. 3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the reminder message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component. 4. In the Escalate element at the end of the path, enter your Queue ID. ![Route Work action in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_route_work.png) 7. For asset maintenance: 1. After the Which Operation Type? decision element, go to the Asset Maintenance decision outcome path of the flow. 2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component. 3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the reminder message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component. 4. In the Escalate Based On Initial Message and the Escalate Based On Reminder Message elements at the end of the path, enter your Queue ID. ![Queue ID field in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_set_input_values.png) 8. Save and activate the flow. 9. Connect the flow to your settings. 1. From the App Launcher, find and select **Field Service Settings**. 2. In Global Actions, open the **Agentforce** tab. 3. In Name of Notification Flow, select the flow that you created. ![Name of Notification Flow field in Field Service Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_fs_settings.png) 4. Save your changes. # Create the Notification Flow for Customer Outreach in the New Agentforce Builder Create a notification flow that sends notifications to the customer when triggered. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up an agent that lets dispatchers rebook appointments with Agentforce from the Gantt, all of these steps are already completed and you can skip to [Routing Your Agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify."). If you’re building this agent manually, follow these steps. If you’re building a Customer Outreach agent that coordinates asset maintenance appointments or sends customers reminders about their upcoming appointments, follow these steps. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the **Field Service: Notify Customer** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. In the Get Messaging Channel element, under Filter Messaging Channel Records, add the SMS messaging channel’s developer name as the value of the Developer Name field. ![Get Messaging Channel element in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_messaging_channel.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip You can find the messaging channel’s developer name in Messaging Settings in Setup. ![Messaging Channel developer name in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_settings.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in [Configure Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow."). 6. For rebooking: 1. After the Which Operation Type? decision element, go to the Rebook Appointment decision outcome path of the flow. 2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component. 3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the second message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component. 4. In the Escalate element at the end of the path, enter your Queue ID. ![Route Work action in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_route_work.png) 7. For appointment reminders: 1. After the Which Operation Type? decision element, go to the Appointment Reminder decision outcome path of the flow. 2. In the Send First Reminder Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer. Add the parameters that you set up when you created the messaging component. 3. In the Send Second Reminder Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the second message that’s sent to the customer. Add the parameters that you set up when you created the messaging component. 4. By default, the flow only sends one reminder message. If you want customers to receive the second reminder message, from the Toolbox, open the sendSecondReminder variable and change the value from **False** to **True**. 8. For asset maintenance: 1. After the Which Operation Type? decision element, go to the Asset Maintenance decision outcome path of the flow. 2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component. 3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the reminder message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component. 4. In the Escalate Based On Initial Message and the Escalate Based On Reminder Message elements at the end of the path, enter your Queue ID. ![Queue ID field in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_set_input_values.png) 9. Save and activate the flow. 10. Connect the flow to your settings. 1. From the App Launcher, find and select **Field Service Settings**. 2. In Global Actions, open the **Agentforce** tab. 3. In Name of Notification Flow, select the flow that you created. ![Name of Notification Flow field in Field Service Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_fs_settings.png) 4. Save your changes. # Create the prechat To build a flow that routes chats based on information captured in a pre-chat form, add a prechat record collection variable. Set up the variable to pull pre-chat details from the Conversation Context Entry object.
View supported editions.
1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**. 2. For **Resource Type**, select **Variable**. 3. For **API Name**, enter prechatInfo. 4. For **Data Type**, select **Record**. 5. Select **Allow multiple values (collection)**. 6. For **Object**, select **Conversation Context Entry**. 7. Under **Availability Outside the Flow**, select **Available for input**. 8. Click **Done**. ![New variable resource named prechat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_create_prechat_variable.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example You want to route chats based on the customer’s city. If the customer is from Chicago, then route the chat to the Chicago team. Otherwise, route it to a default queue. To automate this process before the chat begins, customers fill out a pre-chat form, where they provide their names and email addresses. To use this pre-chat information in a flow, start by defining a pre-chat collection variable based on the Conversation Context Entry object. Then create a flow that loops through the pre-chat records to get the customer’s email address. If found, the flow gets the customer record from the Contact object based on the provided email address. Finally, the flow routes the chat to the Chicago team if the customer record city is Chicago. Else, it routes the chat to the default queue. ![The flow routes chats to the Chicago team or a default queue based on pre-chat information.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_with_prechat_variable.png) # Create the reasonForNotRouting To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request.
View supported editions.
1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**. 2. For Resource Type, select **Variable**. 3. For API Name, enter reasonForNotRouting. 4. For Data Type, select **Text**. 5. Under Availability Outside the Flow, select **Available for output**. 6. Click **Done**. ![New varaible resource named reasonForNotRouting.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/create_reasonForNotRouting.png) If your Omni-Channel flow has a path that doesn’t result in a Route Work action, the flow returns this string. For example, you can use an assignment element in the flow and set the variable to Outside business hours. If a service rep isn’t available because the messaging request occurs outside normal working hours, the flow logic returns this string in a Messaging for In-App and Web channel. # Create the Recommendation Strategy Flow for Next Best Action To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations. ### Required Editions
View supported editions.
Flow Builder offers more flexibility and power than Strategy Builder. Flow Builder can also better integrate with customer data in Salesforce. To understand the Flow Builder limitations, review the flow limits. When you create a Recommendation Strategy flow, it comes preconfigured with a recordId and outputRecommendations variables. To pass input to the flow, add variables to the flow. For details, see [Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5 "To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default."). 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. To create a Recommendation Strategy flow, click **New Flow**, select **Start from Scratch**, and then click **Next**. 3. Select **Recommendation Strategy** and click **Create**. 4. To add the other required variables, intelligenceSignals and ruleDevName, open the Toolbox. For each additional variable, click **New Resource**, and select **Variable** as the resource type. For variable settings, see [Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5 "To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default."). ![New Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_new_resource_intelligenceSignalsVariable.png) 5. To check which Conversation Intelligence rule was triggered and route the call to the appropriate NBA, add a Decision element to the flow. For each NBA that you want to display, add an outcome branch with these settings. 1. In the Label field, enter a name that identifies the NBA. 2. In the Condition Requirements field, select **All Conditions Are Met (AND)**. 3. In the Resource field, select **ruleDevName**. 4. In the Operator field, select **Equals**. 5. In the Value field, enter the developer name of your Conversation Intelligence rule. If the flow suggests an auto-complete value matching your Decision path name, do not select it. It points to the Decision Outcome, not the developer name of the rule. 6. To get the Recommendation records, add a Get Records element below each decision branch. To filter what recommendations are retrieved, add conditions. For example, add a condition based on intelligenceSignals fields, such as intelligenceSignals.category or intelligenceSignals.matchedKeywords. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To find the Recommendation record name, go to App Launcher, search for Recommendations, and copy the name from the record. ![New Get Records page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_recommendation_strategy_getRecords.png) 7. To assign the retrieved recommendation records to the outputRecommendations record variable, add an Assignment element to the flow. ![Edit Assignment page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_nba_add_Assignment_node.png) 8. Save and activate the flow. ![Edit Assignment page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_strategy_flow_NBA.png) - **[Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5)** To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default. #### See Also - [Building a Strategy](https://help.salesforce.com/s/articleView?id=platform.nba_building_a_strategy.htm&type=5&language=en_US) - [Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow.htm&type=5&language=en_US) - [Flow Elements](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements.htm&type=5&language=en_US) # Create the Recommendations Create recommendations that suggest the next best action for support reps while they’re working with your customers. For each recommendation, you specify an action, which is configured as a part of the Conversation Intelligence rule. ### Required Editions
View supported editions.
![New Recommendation page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_create_recommendations.png) #### See Also - [Create Recommendations](https://help.salesforce.com/s/articleView?id=platform.nba_recommendations_app.htm&type=5&language=en_US) # Create the recordId To store the ID of the work item in the flow, create the recordId variable.
View supported editions.
1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**. 2. For **Resource Type**, select **Variable**. 3. For **API Name**, enter recordId. **Note:** Make sure to use this name, specifically. 4. For **Data Type**, select **Text**. 5. Under **Availability Outside the Flow**, select **Available for input**. 6. Click **Done**. ![New varaible resource named recordId.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/create_recordid.png) # Create the Screen Flow for the Command Center for Service Custom Action To define the action behavior and design the screen that appears when a supervisor clicks the action button, create a screen flow in Flow Builder. For example, you can create a screen that lets a supervisor send an email to service reps. ### Required Editions
View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow
1. From Setup, in the Quick Find box, enter Flows, and select **Flows**. 2. Click **New Flow**. 3. Click **Screen Flow** | **Create**. 4. To accept the selected service reps, queues, or work items as input to the screen flow, add a Variable resource. For the variable, set the API name to ids, set the data type to Text, select the “Allow multiple values (collection)” option, and select the “Available for Input” option. This variable stores the service reps, queues, or work items that a supervisor selects in Command Center for Service to perform the action on. ![The resource attributes include the type, API name, description, data type, and options for allowing multiple values and availability inside or outside the flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_screenflow_variable_supervisor_action.png) 5. To build the page that appears when the supervisor clicks the action button in Command Center for Service, add a Screen element. 6. Define the action behavior using flow elements. For example, to iterate over the multiple input IDs that are passed from the variable, add a Loop element. ![The screen flow loops through an action for each ID from the input variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_screenflow_supervisor_action.png) 7. Save and name the screen flow. The screen flow label appears as the action button name in Command Center for Service. For example, enter “Send Email” as the screen flow label. 8. To make the screen flow available for use in an action, click **Activate**. #### See Also - [_Trailhead_: Add Screens to Your Flow](https://trailhead.salesforce.com/content/learn/modules/flow-builder/flow-builder-screens) - [_Salesforce Help_: Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) # Create the skillList To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t use skill-based routing for voice calls. 1. In the Flow Builder Toolbox, click **Manager** and then click **New Resource**. 2. For **Resource Type**, select **Variable**. 3. For **API Name**, enter skillList. 4. For **Data Type**, select **Record**. 5. Select **Allow multiple values (collection)**. 6. For **Object**, select **Skill Requirement**. 7. Click **Done**. ![New variable resource named skillList](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_create_skillList.png) # Create the Subagent for Handling Service Resource Absences in the Legacy Agentforce Builder Enter the required details for the subagent and the relevant agent actions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
1. In Setup, find and select **Agentforce Assets**. 2. From the Subagents tab, click **New Subagent**. 3. Enter a name and API name. 4. For Classification Description, enter: Handles service resource absences. When a service resource reports that they are unavailable (for example, "I'm sick" or "I can't come to work today"), the system records the absence and attempts to automatically reschedule the appointments. For appointments that couldn’t be rescheduled, a Customer Outreach message is sent to the relevant customers for rebooking purposes. 5. For Scope, enter: Record Absence: Mark the service resource as unavailable using the Create Resource Absence action. Attempt Rescheduling: Try to reschedule the appointments using the Reschedule Service Appointments action. Get Remaining Appointments: Rerun the Create Resource Absence action to retrieve a definitive list of appointments that remain assigned to the service resource despite their absence. Customer Outreach: Trigger the Rebook and Notify for Field Service action for the remaining appointments. 6. Enter these instructions: Instruction 1: Create Absence & Identify Appointments Action: Execute the 'Create Resource Absence' action. Goal: Log the service resource as unavailable for the current day. Constraint: This action must return the list of today’s service appointments for this service resource. Instruction 2: Attempt to Reschedule Appointments Action: For every Service Appointment ID identified in Step 1, call the 'Reschedule Service Appointments' action. If the 'Reschedule Service Appointments' action returns a failure, continue to the next service appointment. Constraint: You are strictly forbidden from proceeding to Step 3 until the status of every appointment from Step 1 has been determined. Instruction 3: Final Schedule Verification Action: Execute the 'Create Resource Absence' action again. Goal: To get the service appointments of the service resources for today that can't be rescheduled. Logic: This second run will identify which service appointments are still assigned to the service resource because the 'Reschedule Service Appointments' action failed to find a new slot. Requirement: Capture a list of service appointments that are still assigned to the service resource, and call the 'Rebook and Notify for Field Service' action for this list of service appointments. Instruction 4: Closing & Reporting No matter what the result is, please reply to the service resource: "Thanks for letting me know. I'm logging your absence and rescheduling your appointments." 7. Add the actions that you created to the subagent: - Create Resource Absence - Reschedule Service Appointments 8. Add the Rebook And Notify for Field Service standard action to the subagent. # Create the Voice Call Record Page The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To create and save Lightning pages in the Lightning App Builder: Customize Application
As a best practice, configure the Voice Call record page so that reps see relevant information during the call and when looking at completed call records. We suggest arranging the components as described in the screenshot and table, but you might want to configure it differently based on your business processes. The screenshot shows a record page with the Header and Three-Column template. You can use different page templates, but some components, such as the Call Recording Player and Enhanced Conversation, can fit only on medium and large areas on the template. ![Voice Call Record Page with callouts describing each component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_voicecall_record_page.png)
Standard Lightning Components Used on the Voice Call Record Page
Component Description
[1] Highlights Panel The Highlights Panel shows high-level info about the call.
[2] Call Recording Player

The Call Recording component is included on the Voice Call record page by default and must be added to a medium or large area on the page template.

Add this component for orgs using Voice with Amazon Connect. If you want to record calls, enable call recording in your Amazon Connect instance.

For orgs using Voice with Partner Telephony, add this component only if your telephony provider supports call recording.
[3] Related Record

This Related Record component is configured to show details about this Voice Call.

Reps can indicate the call disposition and add notes.
[4] Related Record

This Related Record component is configured to show the Contact record for the Caller.

If reps make outbound calls, you can also add a Related Record component that shows the Contact record for the Recipient (that is, the person who was called). Related records for Voice include cases, contacts, leads, accounts, and opportunities.
[5] Chatter The Chatter component lets reps post updates and notify other reps about the call. It’s included on the Voice Call page by default.
[6] Enhanced Conversation

The Enhanced Conversation component shows the real-time call transcript and must be added to a medium or large area on the page template.

Add this component for orgs using Voice with Amazon Connect.

For orgs using Voice with Partner Telephony, add this component only if your telephony provider supports transcription.

Because the Call Recording Player doesn't have an alternative text-based transcript, we recommend adding the Enhanced Conversation component underneath the Call Recording Player to support accessibility.

[7] Phone

The Phone component gives reps easy access to some of the Voice softphone features like mute, hold, and end calls. It’s visible only when a rep is on a call.

We recommended placing the Phone component on the upper left or upper right corner of the page, so it’s easy for reps to use.

Use the Phone component in addition to the softphone in the Omni-Channel utility. Reps can’t answer or dial calls from the Phone component; they need the Omni-Channel utility to make or accept calls.
[8] After Conversation Work (ACW)

The After Conversation Work (ACW) component shows reps a countdown for wrap-up work between conversations. It’s visible only during an active countdown.

To enable the countdown feature and set the length of time, create or edit a voice call or messaging channel and complete the After Conversation Work Time section.
[9] Record Detail The Record Detail component shows more granular info about the call.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note These instructions tell you how to create a Voice Call record page from scratch. If you already have a Voice Call record page, you can edit it to add or reorganize these components. Navigate to the Voice Call record page, click the gear icon, and click **Edit Page** to open it in the Lightning App Builder. 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Click **New**. 3. Click **Record Page**, then click **Next**. 4. For Label, give the page a name such as Voice Call Record Page. 5. For Object, select **Voice Call**, then click **Next**. 6. In the Create a new Lightning page window, select a page template from the **Choose Page Template** menu. For example, the screenshot shows the Header and Three Regions page template. 7. Click **Done**. 8. Select a component and drag it to the page. Repeat until you’ve added the components that you want to your page. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To filter the component lists, enter the name of the component in the search bar. 1. Select the **Phone** component onto the page, and drag it to the upper left side or upper right side of the page. 2. Select the **Call Recording Player** component and drag it to the page. 3. Select the **Enhanced Conversation** component and drag it to the page, and put it in a medium or large area of the page layout. 4. If you plan to enable After Conversation Work in your voice call or messaging channels, drag the **After Conversation Work** component onto the upper left side or upper right side of the page. 5. Optionally add more components to the page. 9. Save your work, then click **Activate**. 10. In the Activation window, select the App Default tab. Click **Assign as App Default**, then select **Service Console**, and click **Next**. 11. In the Select Form Factor window, select either **Desktop** or **Desktop and Phone**, then click **Next**. 12. Review the app default assignments, and then save your work. The record page is now available in the Lightning Service Console. # Create Time Sheet Templates You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create time sheets: Create on time sheets
To view time sheet entries: Read on time sheets
To create, update, or delete time sheet entries: Edit on time sheets
1. From Setup, enter Time Sheet Settings in the Quick Find box, then select **Time Sheet Settings**. 2. Click **New** and enter details for the time sheet template. ![Create a new time sheet template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_create_timesheet_template.png) 1. For **Label**, enter a descriptive name for the template so that you can distinguish it from others. 2. For **Name**, enter an API name for the template that uses underscores instead of spaces. 3. For **Start Date**, enter the date that you want the time sheet template to take effect. Because the time sheet autocreation job runs once per day, we recommend setting a start date that is at least 24 hours in the future. 4. For **Frequency**, select the time range that you want each time sheet to cover. New time sheets are automatically created on the frequency you specify. For example, if you select **Daily**, a time sheet is created every day. If you select **Monthly**, each time sheet covers an entire month, beginning on the start date that you entered. 5. For **Work Week Start Day**, select the day that you want each work week to begin on. 6. For **Work Week End Day**, select the day that you want each work week to end on. 7. Enter a description for the time sheet template. 8. Mark the time sheet template as **Active**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Time sheets are automatically created only if the template is marked Active. 3. Assign the time sheet template to user profiles. 1. Click **Assign to Profiles**. 2. Select at least one user profile that you want to assign the time sheet template to, and click **Change Assignments**. 3. Under Time Sheet Setting, select the time sheet template you want the profiles to use, and click **Save**. ![Assign the time sheet template to user profiles.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_timesheet_assign.png) The template name appears next to each profile that you assigned it to. To confirm that time sheets were created successfully, navigate to Time Sheets in the App Launcher, and create list view filters. If the autocreation process can’t create a time sheet, it doesn’t retry. If a time sheet isn’t created as expected, you can manually create it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Editing the frequency of an existing time sheet template isn't recommended. To avoid errors, first deactivate the existing template. Then create a template with the correct frequency, mark it as active, and assign it to the desired user profiles. Considerations for time sheets: - If you add a required custom field that uses custom values, time sheets aren't automatically created. - Using the same work week start day and work week end day results in a work week that is one day long. - The Twice a month frequency uses days 1–15 as the first half of the month and days 16–31 as the second half of the month. - Start date defines the day your time sheet begins. So if your time sheet template's start date is on a Tuesday, your work week start day is Monday, and you set the frequency to every two weeks, the first time sheet starts on Tuesday. The time sheet autocreation job creates the first batch of time sheets when it runs on Monday. Thereafter, time sheets start on Mondays, and they are automatically created when the job runs on Sundays. - Time sheet templates aren't included in updates to the managed package. #### See Also - [Time Sheet Fields](https://help.salesforce.com/s/articleView?id=service.fs_timesheets_fields.htm&release=264.0.0&type=5 "Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") # Create Toll-Free Long Code Channels (US) Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up Messaging: Configure Messaging
To view SMS channels: View Setup and Configuration
To create SMS channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). Toll-free long code channels are supported only in the United States. If you have the Agentforce Contact Center Digital add-on, you need country-specific setup and lease licenses to request new codes. ## Request Toll-Free Numbers To request a toll-free number from Salesforce for a new enhanced SMS channel, follow these steps. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Click **New SMS Channel**. 3. Select a country and for Code Type, select **Toll-Free**. Click **Next**. 4. Click **Request Toll-Free Numbers** and then click **Next**. 5. Click **+** to indicate the quantity of toll-free numbers you require and then click **Next**. Review the numbers that Salesforce will provide to you. 6. Click **Download Verification Form**. Use this form to verify the toll-free numbers that Salesforce provided. 7. Click **Submit**. ## Verify Toll-Free Numbers After Salesforce provides you with toll-free numbers, verify them. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Click **New SMS Channel**. 3. Select a country and for Code Type, select **Toll-Free**. Click **Next**. 4. Click **Verify Toll-Free Numbers** and then click **Next**. 5. Click **Upload Verification Form**. If you completed the verification form while requesting toll-free numbers, use the same form and upload it for verification. Or, click **Download Form Again** and upload for verification. 6. Click **Submit**. ## Migrate Toll-Free Numbers To migrate a toll-free number that you own into Salesforce, follow these steps. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Click **New SMS Channel**. 3. Select a country and for Code Type, select **Toll-Free**, and then click **Next**. 4. Click **Migrate Toll-Free Numbers**, and then click **Next**. 5. Click **Download Migration Form** and fill in the details. 6. Click **Download Letter of Authorization** and fill in the details. 7. Click **Upload Completed Forms**. Upload both the Migration Form and the Letter of Authorization. 8. Click **Submit**. ## Monitor Submitted Requests The **SMS Code Requests** tab on the Messaging Settings page contains a list of SMS codes that you requested. For each record, click **View Submitted Form** to see the code requests that you submitted. If you don't see a request, refresh the SMS Code Requests tab and All Channels tab. After the status of your SMS code request changes to Ready or Completed, [convert the SMS code to SMS channel](https://help.salesforce.com/s/articleView?id=service.messaging_sms_codes_to_channels.htm&release=264.0.0&type=5 "You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce.") and [activate the channel](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp."). If you ask Salesforce to enable an existing phone number for use with Messaging, the phone number is activated after you complete the Messaging setup instructions. Not all phone numbers can be enabled. When Salesforce receives your signed Letter of Authorization, your phone number will be enabled within three business days for 1-800 numbers and one business day for all other numbers. # Create Travel Modes for Field Service Create travel modes per territory, resource, or both so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. ### Required Editions
Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To view travel modes: Read on travel modes
To create, update, or delete travel modes: Edit on travel modes
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the Travel Modes tab, click **New**. 2. Select a travel mode name. ![The New Travel Mode page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_travel_modes.png) 3. Select the transport type: Car (default), Light Truck, Heavy Truck, Bicycle, or Walking. The truck category that you select is based on the truck’s measurements and maximum load capacity. | Transport Type | Weight (kg) | Height (m) | Length (m) | Width (m) | | --- | --- | --- | --- | --- | | Light Truck | 8,500 | 4.3 | 12.5 | 2.5 | | Heavy Truck | 15,000 | 4.6 | 19 | 3.5 | 4. Indicate whether the travel mode can use toll roads and whether it’s transporting hazmat, and then save your changes. The default is using toll roads, and not carrying hazardous materials. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you select walking or bicycle, the hazmat and toll roads settings are ignored during calculation. # Create Travel Modes for Workforce Scheduling Create travel modes for service resources who use different modes of transportation, such as walking or cycling, instead of driving. You can create travel modes per territory, resource, or service territory member so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. Travel modes is applicable to field work only. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To configure Workforce Scheduling travel modes: Workforce Scheduling Admin
To view travel modes: Read on travel modes
To create, update, or delete travel modes: Edit on travel modes
1. From the Travel Modes tab, click **New**. 2. Select a travel mode name. ![The New Travel Mode page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_travel_mode_new.png) 3. Select the transport type: Car (default), Light Truck, Heavy Truck, Bicycle, or Walking. The truck category that you select is based on the truck’s measurements and maximum load capacity. | Transport Type | Weight (kg) | Height (m) | Length (m) | Width (m) | | --- | --- | --- | --- | --- | | Light Truck | 8,500 | 4.3 | 12.5 | 2.5 | | Heavy Truck | 15,000 | 4.6 | 19 | 3.5 | 4. Indicate whether the travel mode can use toll roads and whether it’s transporting hazmat, and then save your changes. The default is using toll roads, and not carrying hazardous materials. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note When you select walking or bicycle, the hazmat and toll roads settings are ignored during calculation. You can now assign the travel modes to service territories or service territory members. #### See Also - [Assign a Travel Mode to a Service Territory or Service Territory Member in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_assign.htm&release=264.0.0&type=5 "Assign a travel mode to a service territory or service territory member so that the engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member’s assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. Travel modes are relevant to field work only.") - [Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5 "Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.") # Create Usage-Based Maintenance Use maintenance work rules to create work orders and schedule preventive maintenance based on asset usage. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update recordset filter criteria

View, create, and edit on Service Appointments, Shifts, Recordset Filter Criteria, and Recordset Filter Criteria Rules

Edit on the NextOccurrence field on the Asset Filtered Object

Delete on Recordset Filter Criteria Rules

View access on the Source Object, Filtered Object, and Filtered Object fields
1. Create the Recordset Filter Criteria. From the App Launcher, open Recordset Filter Criteria and click **New**. 2. Enter a name and description for the criteria. 3. Select **Maintenance Work Rule** as the Source Object and **Asset** as the Filtered Object. 4. Select whether the filter criteria is valid if all or at least one of the conditions is met. 5. Add filter conditions. 1. Select a rule type. Select **Usage** for the type to define a recurring condition at a particular frequency of usage. 2. **Usage Field**: Select a field that determines whether the conditions are true. 3. **Next Occurrence Field**: This field’s value is compared to the Usage field to determine whether the rule is true. 4. **Frequency**: Enter a value to set a frequency for maintenance. 5. **First Occurrence**: Set the start value. To determine whether the rule is true, this value is compared to the Usage Field value. 6. **Last Occurrence**: (Optional) Set the end value. 6. To add another condition, click **\+ Add Condition**. Continue adding criteria rules as needed. 7. To generate work orders ahead of the target usage value, select **Add lead-time to usage-based work rules**. In the **Usage Rate** field, enter the daily usage rate of the asset. The unit for the usage rate must be per day. 8. Save the filter criteria. - **[Guidelines for Usage-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_create_usage_based_rfc.htm&release=264.0.0&type=5)** To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance work rules for maintenance assets. ## Define the Generation Schedule After you define your usage thresholds, use a criteria-based rule to link that logic to the asset and determine how the next maintenance milestone is calculated. 1. On the Maintenance Asset’s related tab, select **New Maintenance Work Rule**. 2. In Maintenance Work Rule Type, select **Criteria-Based**. 3. In Recordset Filter Criteria, search for and select the recordset filter criteria to use. 4. Use the **Generate on a floating schedule** checkbox to determine if the next work order is triggered by a fixed asset milestone or the actual usage at the time of service completion. Fixed Schedule (Unselected): Work orders are created at strict usage intervals based on the asset's lifetime counter. Example: If the frequency is 5,000 miles, milestones are fixed at 5k, 10k, and 15k. If the 5k service is completed late at 6,000 miles, the next work order is still triggered when the asset hits 10,000 miles. Floating Schedule (Selected): The maintenance clock is reset by adding the frequency to the asset's usage reading at the moment the previous work order was completed. Example: If the frequency is 5,000 miles and the service is completed late at 6,000 miles, the next milestone "floats" to 11,000 miles (6k completion + 5k frequency). 5. Complete the remaining maintenance work rule details as appropriate, and save your changes. ## Guidelines for Usage-Based Maintenance To optimize technician productivity and increase uptime and mean time to failure of equipment, create criteria-based maintenance work rules for maintenance assets. ### Next Work Order Generation Usage-based maintenance work rules behave as though **Generate new batch upon completion** is set. This behavior applies to the creation of work orders, and, when one work order line item per asset is selected, work order line items. For example, if an incomplete work order is created from a usage-based maintenance work rule, no new work orders are generated until the active work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or Closed. After the work order is completed, if the criteria are true at the next work order generation, a new work order is generated. Work orders are triggered based on the value in the **Next Occurrence** field. If Frequency is < 0, when the value of **Usage Field** is LESS than or equal to the **Next Occurrence** field and is between the values of the **First Occurrence Field** and **Last Occurrence Field**, a work order is generated. The **Next Occurrence** field is updated with the new value: **Next Occurrence** = Current **Next Occurrence** + **Frequency**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You have a usage rule of every 1,000 hours that starts at 1,000 hours. When the usage value moves from 982 to 1024, a work order is generated, and the Next **Occurrence Field** value is updated to 2000 hours. If the usage moves from 1999 to 2030 and a work order is still open, no new work order is created. However, when the existing work order is complete, a new work order is generated and the **Next Occurrence Field** value is updated to 3000 hours. The **Next Occurrence Field** value is updated every time a work order is generated. If **One work order line item per asset** is selected on the maintenance plan, this example applies in the same way to work order line item generation. ### Sort Order When applying sort order to criteria-based maintenance rules, the rule with the higher sort order takes priority. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You have two usage rules. - Rule1 tracks oil changes and maintains every 5 K, starting at 5 K, sort order = 2, and **NextOccurrenceField** is **NextOilChangeMileage**. - Rule2 tracks oil changes and tire rotation and maintains every 10 K, starting at 10 K, sort order = 1, and **NextOccurrenceField** is **NextOilandTireChangeMileage**. When a car first reaches 5 K, Rule1 generates a work order at 5 K and updates the **NextOilChangeMileage** to 10 K. When the car reaches 10 K, Rule 1 and Rule 2 try to generate a work order for the next day. However, only Rule 2 generates because it has a higher priority. Rule1 updates its **NextOilChangeMileage** to 15 K, and Rule2 updates its **NextOilandTireChangeMileage** to 20 K. You can apply sort order within calendar-based rules or criteria-based rules. However, you can’t apply sort order across calendar-based and criteria-based rules. ### Floating Work Order Generation With **Generate on a Floating Schedule**, work orders that are completed ahead of or behind schedule generate the subsequent work order based on the recurrence cadence. Floating work orders are based on the usage of an asset and can be created only with maintenance work rules. For example, a floating work order with a six-month recurrence cadence that’s completed in May is next scheduled for November. With a fixed schedule, recurring work orders are scheduled at exact intervals based on the work order start date. When you’re generating work orders on a floating schedule, the **NextOccurrence** field is updated with the fixed schedule and no work order is generated. After the work order status is updated to **Closed** or **Completed**, the **NextOccurrence** field is updated with the floating schedule based on the current **UsageField** value. Each status is mapped to a status category. When the work order is updated to a status mapped to the **Closed** or **Completed** status category, the floating work order generation is triggered. Additionally, the recurrence cadence for the work orders is adjusted when the work order or work order line item’s status category is changed to **Closed** or **Completed**. When a work order is closed and marked as **Completed**, the **NextOccurrence** field on all upcoming work orders is updated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The floating work order generation is only triggered if the status is mapped to either the **Closed** or **Completed** Status Category. If you don’t map the status to one of those status categories, the next milestone recalculation and update won't happen in the Filtered Object (Asset). To display this field, from **Setup** enter **Field Service Settings** and select **Update the work order generation based on the completion date of the previous work order**. ### Considerations for Work Order Lead Time Lead time is used to create a **Suggested Maintenance Date** for fixed and floating work orders ahead of the targeted usage value. To find the **Suggested Maintenance Date** for a UsageCounter rule type, we use this formula if **NextOccurrence** isn’t empty: ``` SMD offset by days = (NextOccurrence - CriteriaField) / UsageRate ``` If **NextOccurrence** is null, we use this formula: ``` SMD offset by days = (FirstOccurrence - CriteriaField) / UsageRate ``` If the asset’s usage criteria is greater than the expected usage rate (**Next Occurrence**), then the **Suggested Maintenance Date** for the work order is today since the value is greater than or equal to zero. The next occurrence field is updated after closing the work order when lead time rules are used. For a UsageDuration rule, lead time is the same as the generation horizon. ![With Usage Counter Only](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) With Usage Counter Only Maintenance Plan: **Generation Horizon** = 30 Recordset Filter Criteria: - **RFCR1**: Usage Counter - **UsageField**: UsageField - **NextOccurrence**: NextOccurrenceField - **Frequency**: 4000 - **FirstOccurrence**: 4000 - **Operator**: \>= - **UsageRate**: UsageRateField If the **NextOccurrence** is null, any value greater than 3550 results in true evaluation for this RFCR. For SMD calculation, let us consider these subexamples: Asset: - **UsageField**: 3550 - **NextOccurrenceField**: null - **UsageRateField**: 15 - **SMD** \= (4000-3550)/15 \= 30 days from today Asset - **UsageField**: 3880 - **NextOccurrenceField**: 4000 - **UsageRateField**:15 - **SMD** \= (4000-3880)/15 \= 8 days from today Asset - **UsageField**: 3960 - **NextOccurrenceField**: 4000 - **UsageRateField**: 15 - **SMD** \= (4000-3960)/15 \= 3 days from today Asset - **UsageField**: 4200 - **NextOccurrenceField**: 4000 - **UsageRateField**: 15 - **SMD** = today ![With Usage Duration Only](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) With Usage Duration Only Maintenance Plan: **Generation Horizon** = 30 Recordset Filter Criteria: - **RFCR1**: Usage Duration - **UsageField**: UsageField - **NextOccurrence**: NextOccurrenceField - **Frequency**: 365 - **FirstOccurrence**: 365 - **Operator**: \>= Asset - **UsageField**: 350 - **NextOccurrenceField**: null - **SMD** \= 30 (Same as Generation Horizon) ![With Mix Rule Types](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) With Mix Rule Types Recordset Filter Criteria: AND **RFCR1**: Usage Counter - **UsageField**: UsageField1 - **NextOccurrence**: NextOccurrenceField1 - **Frequency**: 4000 - **FirstOccurrence**: 4000 - **Operator**: \>= - **UsageRate**: UsageRateField **RFCR2**: Usage Duration - **UsageField**: UsageField2 - **NextOccurrence**: NextOccurrenceField2 - **Frequency**: 365 - **FirstOccurrence**: 365 - **Operator**: \>= Asset - **UsageField1**: 3960 - **NextOccurrenceField1**: 4000 - **UsageRateField**: 15 - **UsageField2**: 350 - **NextOccurrenceField2**: null Internally, the SMD is evaluated for each RFCR. The SMD is determined based on the logical operator. In this example, each RFCR evaluates to the following lead time offset: RFCR1.SMD = 3 RFCR2.SMD = 30 Since AND is the operator, the combined SMD = 30 (furthest offset). If we use OR instead of AND, the SMD becomes 3. ### Available for Maintenance Assets Only You can add usage-based maintenance rules to maintenance assets only. ### Usage for Multiple Recordset Filter Criteria Rules If you use the same usage parameter in multiple recordset filter criteria rules, you must use a different **Next Occurrence Field** for each recordset filter criteria rule. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You have a minor maintenance for every 1-K hours and a major maintenance for every 5-K hours . Set up two recordset filter criteria, each with a recordset filter criteria rule. Both recordset filter criteria rules share a usage field: **OpHrsSinceInstall**. However, the minor recordset filter criteria rule and major recordset filter criteria rule refer to a different **NextOccurrenceField**. The minor recordset filter criteria rule triggers at 1 K, 2 K, 3 K, and so on. The major recordset filter criteria rule triggers at 5 K, 10K, 15 K, and so on. # Create WhatsApp Carousel Templates Send interactive, horizontally scrollable cards to customers on WhatsApp to showcase products, services, promotions, or other rich content. Carousel templates are available in two formats: media card carousels and product card carousels. ### Required Editions - Your org has an active WhatsApp Business Account (WABA) connected to Salesforce. - Carousel templates are supported in the marketing template category only. - Carousels can't be created using the WABA interface. Salesforce creates them via the Meta API through the component builder. - Carousel templates work on both UCP and Enhanced WhatsApp channels. - Templates must be approved by Meta before agents, bots, or Agentforce can send them.
User Permissions Needed
To create messaging components:

Customize Application AND View Setup and Configuration

OR

System Administrator
**Media Card Carousel** A media card carousel displays visually rich cards with images or videos, body text, and action buttons. Use media card carousels for promotions, product showcases, travel options, or informational content. Each card includes: - **Header**: An image or video asset. Media assets are automatically cropped to a wide ratio on the customer's device. - **Body text**: Up to 1024 characters. Supports variables. - **Buttons**: Up to two buttons per card. Button types include quick reply, phone number, and URL buttons. 1. From Setup, enter Messaging Components in the Quick Find box, then select **Messaging Components**. 2. Click **New Component**. 3. Select **Notification**, then click **Next**. 4. Enter the plain text version of your message, upload the image, then click **Next**. 5. Enter a name and description for the component, then click **Done**. The Messaging Component Builder opens. 6. Click **Add Format** and select **External Template**, then click **Done**. 7. From the dropdown, select your WhatsApp Business Account, then click **Done**. 8. Click **Create New** to create a carousel template. 9. Select **Marketing** as the category. 10. Select **Media\_Card** as the subcategory. 11. Define the message body text. The body text is mandatory and appears above the carousel cards. 12. Define the number of cards. Carousels require a minimum of 2 and a maximum of 10 cards. Cards are horizontally scrollable. 13. For each card, configure: - **Header**: Upload an image or video asset. - **Body text**: Enter the card description. If any card includes body text, all cards must include body text for consistent card heights. - **Buttons**: Add up to two buttons. Choose from: Visit website (URL button), Call (phone number button), or Custom (quick reply button). Only a View CTA or URL CTA is allowed on carousel cards. 14. Ensure all cards share the same component structure. All cards must have the same types of content elements. 15. Click **Save** to save your changes and then click **Activate** to submit the template to Meta for approval. 16. After Meta approves the template, you can start using the template. - **[WhatsApp Carousel Template Reference](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_carousel_template_reference.htm&release=264.0.0&type=5)** Review Meta specifications, agent and bot behavior, analytics, and considerations for WhatsApp carousel templates. # Create WhatsApp Pay Screen Flow for Brazil This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user. - See [Use Screen Flows to Interact with Users](https://help.salesforce.com/s/articleView?id=platform.create_forms_with_screen_flow_components.htm&type=5&language=en_US) and [Get Started with Screen Flows](https://trailhead.salesforce.com/content/learn/modules/screen-flows/get-started-with-screen-flows). - Create a [WhatsApp payment messaging](https://help.salesforce.com/s/articleView?id=service.messaging_add_whatsapp_pay.htm&release=264.0.0&type=5 "Use these steps to create a WhatsApp Pay Messaging Component.") component. For your component properties, make sure you are selecting the country name as Brazil, and currency code as Brazilian Real. - Make sure that the Apex classes for retrieving payment data (`PaymentMessageLineltems`, `PaymentPaymentTotal`, `PaymentOrderContext`, `PaymentMessage`, and `PaymentInitiations`) are available in your org. You can have your own class names for better understanding. For more information on how to create an Apex class and sample code, see [Create an Apex Class](https://trailhead.salesforce.com/content/learn/projects/quickstart-apex/quickstart-apex-1) and [Sample Code Snippets for Apex Classes](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). - If you’re using PIX as your payment method, make sure that you’ve specified the merchant name property. - If you’re sending order status back to the end user, create two custom parameters in your payment messaging component. One for capturing the reference ID and one capturing the order status label. Also, make sure that you’ve configured your WABA template for order status. If you haven't configured still, login to your WABA account and go to your message template. Under the **Utility** tab, select **Order Status** and then submit for review. - Create a custom parameter to capture the shipping amount. It’s an optional parameter that isn't available to you by default. - The messaging session expiry times can differ from payment component expiry times. - Make sure that you send the order status back to customer in the chat. ## Create a Custom Parameter 1. From **Setup**, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Find and click your WhatsApp Pay messaging component. 3. Click **Parameters**. 4. Click **New**. The New Pameter window appears. 5. Enter the name as shipping\_amount and select type as double. 6. Click **Save**. ## Step 1: Create a Screen Flow 1. From **Setup**, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**, select **Screen Flow**. The Screen Flow appears on the auto-layout page. If you don't see Screen Flow, use the search box to search Screen Flow. 3. Click **+** to add the required screen flow elements. For more information on how to work with Flow Builder elements, such as Screen, Assignment, and Action see, [Flow Elements](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements.htm&type=5&language=en_US). ## Step 2: Get the Messaging Session ID 1. Click **+** to add a Screen element to your flow to capture the session ID. The New Screen Window appears. 2. Under Components, in the search box, enter Text, and then select **Text** to add a Text component to the Screen element. 3. Under Properties, for Label, enter GetSessionld, and enter details in other fields if necessary. 4. Click **Done**. The flow is updated with the GetSessionld screen element. 5. Click **+** below the screen element to add an Assignment element to the flow. This step creates a variable to store the session ID. Name it as StoreSessionld. 6. Create a variable named Messaging Sessionld with the Data Type set to **Text**, and select **Available for input** and **Available for output**. Assign the Messaging Sessionld variable to the value of the screen component (GetSessionld.Sessionld). For more information on how to create variables, see [Learn About Flow Variables](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables). ## Step 3: Assign the Shipping Amount 1. Add an Assignment element and name it SaveShippingAmount. 2. Create a variable named ShippingAmount with the Data Type set to **Number**. Assign the Shipping Amount variable a value, such as 10. ## Step 4: Get Payment Line Items 1. Add an Action element to call the Apex class that provides [payment line items](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentMessageLineltems** action. 3. Label the action as GetPaymentLineltems. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named PaymentLineltems. 1. Set the Data Type to **Apex-Defined**, select the `RichMessaging_PaymentLineltem` Apex class, and select **Allow multiple values (collection)**. 2. Select **Available for input** and **Available for output**. Assign the output to your PaymentLineltems variable. 6. Click **Done**. ## Step 5: Get the Payment Total 1. Add an Action element to call the Apex class that provides the [total payment](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentPaymentTotal** action. 3. Label the action as GetPayment Total. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named Payment Total. 1. Set the Data Type to **Apex-Defined** and select the **RichMessaging\_PaymentTotal** Apex class. Don't allow multiple values. Assign the output to your Payment Total variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 6: Get the Order Context 1. Add an Action element to call the Apex class that provides the [order context or details](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentOrderContext** action. 3. Label the action as GetPaymentOrderContext. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named OrderContext. 1. Set the Data Type to **Apex-Defined** and select the **RichMessaging\_OrderContext** Apex class. Don't allow multiple values. Assign the output to your OrderContext variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 7: Get Payment Initiations 1. Add an Action element to call the Apex class for [payment initiation](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentInitiations** action. 3. Label the action as GetPaymentInitiations. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named PaymentInitiations. 1. Set the Data Type to **Apex-Defined**, select the **RichMessaging\_PaymentInitiation** Apex class, and select **Allow multiple values (collection)**. Assign the output to your PaymentInitiations variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 8: Send the Payment Component 1. Add a Screen element to create interactive interfaces that collect input from users or display information to them. Label it as SendPaymentComponent. 2. Under Components, in the search box, enter Enhanced Message, then select **Enhanced Message**. 3. Under Properties, select the required details. - For Messaging Session ID, select the Messaging Sessionld variable. - For Messaging Component Name, select your payment messaging component name. For example, Sample WhatsApp Payment Component. - Map the standard parameters to the Apex-defined variables that you created. - Payment Line Items Parameter: PaymentLineltems - Payment Total Parameter: Payment Total - Order Context: OrderContext - PaymentInitiations: PaymentInitiations 4. Click **Configure Custom Parameters**. 1. From Parameter Name, select **shipping\_amount**. 2. From Parameter Value Type, select **Variable**. 3. From Variable, select the **ShippingAmount** variable. 4. Click **Add**. 5. Click **Done**. ## Step 9: Save and Activate the Flow 1. In the top-right, click **Save**. 2. Provide a label and description for the flow. 3. Click **Save**. 4. Click **Activate**. ![WhatsApp Pay Screen Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_wa_pay_screen_flow.png) # Create WhatsApp Pay Screen Flow for India This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user. - See [Use Screen Flows to Interact with Users](https://help.salesforce.com/s/articleView?id=platform.create_forms_with_screen_flow_components.htm&type=5&language=en_US) and [Get Started with Screen Flows](https://trailhead.salesforce.com/content/learn/modules/screen-flows/get-started-with-screen-flows). - Create a [WhatsApp payment messaging](https://help.salesforce.com/s/articleView?id=service.messaging_add_whatsapp_pay.htm&release=264.0.0&type=5 "Use these steps to create a WhatsApp Pay Messaging Component.") component. For your component properties, make sure you are selecting the country name as India, and currency code as Indian Rupee. - Make sure that the Apex classes for retrieving payment data (`PaymentMessageLineltems`, `PaymentPaymentTotal`, `PaymentOrderContext`, `PaymentMessage`, and `PaymentInitiations`) are available in your org. You can have your own class names for better understanding. For more information on how to create an Apex class and sample code, see [Create an Apex Class](https://trailhead.salesforce.com/content/learn/projects/quickstart-apex/quickstart-apex-1) and [Sample Code Snippets for Apex Classes](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). - WhatsApp Pay India supports Payment Gateways, UPI, and Payment Links payment types. For more information see, [Meta WhatsApp Payment - India](https://developers.facebook.com/documentation/business-messaging/whatsapp/payments/payments-in/overview). - If you’re sending order status back to the end user, create two custom parameters in your payment messaging component. One for capturing the reference ID and one capturing the order status label. Also, make sure that you’ve configured your WABA template for order status. If you haven't configured still, login to your WABA account and go to your message template. Under the **Utility** tab, select **Order Status** and then submit for review. - For Payment Gateways, you get the payment status in the agent console. For other payment types, such as UPI and Payment Links verify the payment status from your payment service provider. - Create an Apex class that handles the payment status. - Create a custom parameter to capture the shipping amount. It’s an optional parameter that isn't available to you by default. - The messaging session expiry times can differ from payment component expiry times. - Make sure that you send the order status back to customer in the chat. ## Create a Custom Parameter 1. From **Setup**, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Find and click your WhatsApp Pay messaging component. 3. Click **Parameters**. 4. Click **New**. The New Pameter window appears. 5. Enter the name as shipping\_amount and select type as double. 6. Click **Save**. ## Step 1: Create a Screen Flow 1. From **Setup**, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**, select **Screen Flow**. The Screen Flow appears on the auto-layout page. If you don't see Screen Flow, use the search box to search Screen Flow. 3. Click **+** to add the required screen flow elements. For more information on how to work with Flow Builder elements, such as Screen, Assignment, and Action see, [Flow Elements](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements.htm&type=5&language=en_US). ## Step 2: Get the Messaging Session ID 1. Click **+** to add a Screen element to your flow to capture the session ID. The New Screen Window appears. 2. Under Components, in the search box, enter Text, and then select **Text** to add a Text component to the Screen element. 3. Under Properties, for Label, enter GetSessionld, and enter details in other fields if necessary. 4. Click **Done**. The flow is updated with the GetSessionld screen element. 5. Click **+** below the screen element to add an Assignment element to the flow. This step creates a variable to store the session ID. Name it as StoreSessionld. 6. Create a variable named Messaging Sessionld with the Data Type set to **Text**, and select **Available for input** and **Available for output**. Assign the Messaging Sessionld variable to the value of the screen component (GetSessionld.Sessionld). For more information on how to create variables, see [Learn About Flow Variables](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables). ## Step 3: Assign the Shipping Amount 1. Add an Assignment element and name it SaveShippingAmount. 2. Create a variable named ShippingAmount with the Data Type set to **Number**. Assign the Shipping Amount variable a value, such as 10. ## Step 4: Get Payment Line Items 1. Add an Action element to call the Apex class that provides [payment line items](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentMessageLineltems** action. 3. Label the action as GetPaymentLineltems. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named PaymentLineltems. 1. Set the Data Type to **Apex-Defined**, select the `RichMessaging_PaymentLineltem` Apex class, and select **Allow multiple values (collection)**. 2. Select **Available for input** and **Available for output**. Assign the output to your PaymentLineltems variable. 6. Click **Done**. ## Step 5: Get the Payment Total 1. Add an Action element to call the Apex class that provides the [total payment](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentPaymentTotal** action. 3. Label the action as GetPayment Total. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named Payment Total. 1. Set the Data Type to **Apex-Defined** and select the **RichMessaging\_PaymentTotal** Apex class. Don't allow multiple values. Assign the output to your Payment Total variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 6: Get the Order Context 1. Add an Action element to call the Apex class that provides the [order context or details](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentOrderContext** action. 3. Label the action as GetPaymentOrderContext. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named OrderContext. 1. Set the Data Type to **Apex-Defined** and select the **RichMessaging\_OrderContext** Apex class. Don't allow multiple values. Assign the output to your OrderContext variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 7: Get Payment Initiations 1. Add an Action element to call the Apex class for [payment initiation](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration."). 2. Under Search Actions, search for and select the **PaymentInitiations** action. 3. Label the action as GetPaymentInitiations. 4. Under View Output Resources, select **Manually assign variables (advanced)**. 5. Under Store Output Values, click the search box to [create a variable](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) named PaymentInitiations. 1. Set the Data Type to **Apex-Defined**, select the **RichMessaging\_PaymentInitiation** Apex class, and select **Allow multiple values (collection)**. Assign the output to your PaymentInitiations variable. 2. Select **Available for input** and **Available for output**. 6. Click **Done**. ## Step 8: Send the Payment Component 1. Add a Screen element to create interactive interfaces that collect input from users or display information to them. Label it as SendPaymentComponent. 2. Under Components, in the search box, enter Enhanced Message, then select **Enhanced Message**. 3. Under Properties, select the required details. - For Messaging Session ID, select the Messaging Sessionld variable. - For Messaging Component Name, select your payment messaging component name. For example, Sample WhatsApp Payment Component. - Map the standard parameters to the Apex-defined variables that you created. - Payment Line Items Parameter: PaymentLineltems - Payment Total Parameter: Payment Total - Order Context: OrderContext - PaymentInitiations: PaymentInitiations 4. Click **Configure Custom Parameters**. 1. From Parameter Name, select **shipping\_amount**. 2. From Parameter Value Type, select **Variable**. 3. From Variable, select the **ShippingAmount** variable. 4. Click **Add**. 5. Click **Done**. ## Step 9: Save and Activate the Flow 1. In the top-right, click **Save**. 2. Provide a label and description for the flow. 3. Click **Save**. 4. Click **Activate**. ![WhatsApp Pay Screen Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_wa_pay_screen_flow.png) # Create Work Plan Selection Rules Add selection rules to automate how work plans are assigned to work orders. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work plan selection rules:

Create and Read on work plan selection rules

Read permissions on objects
To view work plan selection rules: Read on work plan selection rules
To update work plan selection rules:

Edit and Read on work plan selection rules

Read permissions on objects if changed
To delete work plan selection rules: Delete and Read on work plan selection rules
Work plan selection rules generate point-in-time copies of work plans from templates. For example, when you create a work order with a work type of monthly maintenance, your rule can copy the monthly maintenance work plan template and its steps to the work order. The criteria in a work plan selection rule is the trigger. It tells Salesforce which plan to copy to the work order or work order line item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If an annual maintenance visit includes the steps for monthly maintenance, define multiple rules, where one rule adds the annual work plan and another rule adds the monthly work plan. For example, you can use the work type field as a trigger in your rules. If your Salesforce admin configured the standard New Work Plan Selection Rule screen for you, follow these instructions to create a work plan selection rule. 1. In the app launcher, click **Work Plan Templates**. 2. On the work plan template, open the Related tab. On the work plan selection rules related list, click **New**. 3. Select one or more fields as rule criteria. Values for work types, assets, locations, service contracts, products, or service territories can be specified in the work plan selection rule criteria. These fields are matched with the corresponding fields on the work order or work order line item to determine whether this selection rule is applicable to the work order or work order line item. If applicable, the corresponding work plan template is copied as a work plan for the work order or work order line item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The rule generates a work plan when all fields in the rule match corresponding fields in the work order or work order line item. For example, if the rule specifies a work type and an asset as the selection criteria, it adds the work plan only when both fields match on the work order. ![New Work Plan Selection Rule Standard Screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_selection_rule_standard_screen.png) 4. Enter an optional description for your rule. 5. Click **Active**. 6. To create more rules, click **Save & New**. If you’re done, click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can also create work plan selection rules by clicking **New** in the Work Plan Selection Rules list view. If your Salesforce admin configured the enhanced New Work Plan Selection Rule screen for you, follow these instructions to create a work plan selection rule. 1. In the app launcher, click **Work Plan Templates**. 2. On the work plan template, open the Related tab. On the work plan selection rules related list, click **New Rule**. 3. Enter an optional description for your rule. 4. Click **Active**. 5. Select one or more selection rule values as rule criteria. Values for work types, assets, locations, service contracts, products, or service territories can be specified in the work plan selection rule criteria. These field values are matched with the corresponding fields on the work order or work order line item to determine whether this selection rule is applicable to the work order or work order line item. If applicable, the corresponding work plan template is copied as a work plan for the work order or work order line item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The rule generates a work plan when all fields in the rule match corresponding fields in the work order or work order line item. For example, if the rule specifies a work type and an asset as the selection criteria, it adds the work plan only when both fields match on the work order. If a rule specifies a product as the selection criteria, the rule doesn’t look for the corresponding field on the work order because no product field exists there. Instead, it looks at the Asset field and finds the matching product on the corresponding asset. ![New Work Plan Selection Rule Enhanced Screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_selection_rule_enhanced_screen_updated.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don't select any values and the work plan selection rule is active, the related work plan template is added to all new work orders or work order line items. 6. Save your work. # Create Work Plan Templates Build work plan templates from your work step templates. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work plan templates: Create and Read on work plan templates
To view work plan templates: Read on work plan templates
To update work plan templates: Edit and Read on work plan templates
To delete work plan templates: Delete and Read on work plan templates
To associate a work step template with a work plan template: Create and Read on work plan template
1. In the app launcher, click **Work Plan Templates**. 2. Click **New**, and enter a name for the work plan template. 3. Optionally, enter a positive value for relative execution order and a description. 4. Click **Active**. 5. Save the work plan template. ![New Work Plan Template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_work_plan_template.png) 6. To associate a work step template with a work plan template, see [Manage Work Step Templates](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_manage_work_step_templates.htm&release=264.0.0&type=5 "Manage the work plan template entries that store the work step templates associated with your work plan template."). # Create Work Step Templates Start by creating work step templates for the smallest individual units of work. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work step templates: Create and Read on work step templates
To view work step templates: Read on work step templates
To update work step templates: Edit and Read on work step templates
To delete work step templates: Delete and Read on work step templates
1. In the app launcher, click **Work Step Templates**. 2. Click **New**, and enter a name for the work step template. 3. Optionally, in Action Definition, select a quick action, a screen flow, or a field service mobile flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note On the Field Service mobile app, use flows of type Field Service Mobile only. When you use work plans on a web browser, work steps that have a quick action that launches a Lightning web component (LWC) in Action Definition don’t work. They’re supported only in the Field Service mobile app. Quick actions defined on work steps and work orders can be added to Action Definition. 4. Enter an optional description. 5. Click **Active**. 6. Save the work step template. ![New Work Step Template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_new_work_step_template.png) #### See Also - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) # Create Work Types for Field Service Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create work types: Create on work types
To apply work types to work orders or work order line items: Edit on work orders
Before you start, make a list of the work types you want to create. For example, a heater installation company can create work types names Install Heater, Repair Heater, and Replace Heater. List the skills and parts required to complete each task, estimate how long that type of work takes to complete, and attach any knowledge articles to it such as specs or guidelines. If the Field Service managed package is installed, use Guided Setup to quickly create your work types. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Go to Guided Setup**. When you launch guided setup, your Field Service permission sets are scanned to make sure that they’re up-to-date. You see a message if you’re missing a necessary permission. 3. Click **Create Work Types and Skills**. 4. Enter a name to create a work type, and update the Name, Description, Due Date Offset, and Estimated Duration. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Hover over each field’s info icon for help with filling it out. 5. Select **Auto-Create Service Appointment** to generate a child service appointment when a work order or work order line item is created from the work type. 6. Optionally, add [required skills](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") to represent the expertise or certification needed to complete the work. You can add a skill level from the work type’s Skill Requirements related list, outside of Guided Setup. 7. To update additional [fields](https://help.salesforce.com/s/articleView?id=service.fs_work_type_fields.htm&release=264.0.0&type=5 "Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") and add supporting records, select a work type in the list and click **Open Work Type Record**. ![Guided Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_wt_guided_setup.png) 8. To apply a work type to a work order or work order line item, select the work type in the Work Type field on the record when creating it. When you add a work type, the record inherits settings from the work type. If the managed package isn’t installed, create and manage work types from the Work Types tab. - **[Guidelines for Creating Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5)** Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles. - **[Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&release=264.0.0&type=5)** Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement. #### See Also - [Work Type Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_fields.htm&release=264.0.0&type=5 "Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") - [Attach Knowledge Articles to Work Orders or Work Types](https://help.salesforce.com/s/articleView?id=service.fs_attach_articles.htm&release=264.0.0&type=5 "Interact with knowledge articles on Field Service work orders, work order line items, and work types.") - [Track Required Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_products_required.htm&release=264.0.0&type=5 "If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician with a voltmeter! Add products required to work types, work orders, and work order line items to ensure that the assigned service resource arrives with the right equipment.") - [_Trailhead_: Field Service Center Customization](https://trailhead.salesforce.com/content/learn/modules/field_service_center?trail_id=field_service) # Create Work Types From the Record Page Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create work types: Workforce Scheduling Admin
A work type is a template for a kind of appointment. A work type sets how long the appointment takes, which scheduling methods apply, the linked scheduling objects, the required skills, and so on. 1. From the App Launcher, find and select **Work Types**. 2. Click **New**. 3. In the New Work Type window, enter a name in **Work Type Name**. 4. Optionally, enter a **Description**. 5. In **Estimated Duration**, enter how long the work takes. 6. In **Duration Type**, select the unit for the estimated duration. The default is **Hours**. 7. Optionally, set the appointment timing fields. - **Appointment Start Time Interval (Min)**: Enter the interval, in minutes, between appointment start times. - **Block Time Before Appointment** and **Block Time Before Unit**: Enter the time to block before an appointment, and select the unit. The default unit is **Minute(s)**. - **Block Time After Appointment** and **Block Time After Unit**: Enter the time to block after an appointment, and select the unit. The default unit is **Minute(s)**. - **Timeframe Start** and **Time Frame Start Unit**: Enter the start of the time frame, and select the unit. The default unit is **Day(s)**. - **Timeframe End** and **Time Frame End Unit**: Enter the end of the time frame, and select the unit. The default unit is **Day(s)**. - **Auto-Create Service Appointment**: Select to automatically create a service appointment. - **Due Date Offset**: Enter the number of days after the created date that auto-created service appointments are due. By default, the due date is seven days after the created date. 8. **Scheduling Method**: Specify whether the work type applies to on-site scheduling, field scheduling, or both types of scheduling. The selected scheduling methods control what scheduling options are displayed to users when they schedule a new appointment. For example, if you select both, then when scheduling an appointment, a user can select either on-site or field. 9. **Scheduling Object**: The object that users create and manage when they book this type of appointment. For example, Visit, Interaction, or Service Appointment. The scheduling object defines which objects Workforce Scheduling creates when a user schedules an appointment. For example, if you select **Visit** and a user schedules a new visit from a case, Workforce Scheduling creates a visit record. It also creates the underlying service appointment and parent work order automatically and associates them with the visit. 10. **Allow walk-ins**: Add support for walk-in customers that your greeters can manage using lobby management. 11. Save your work type. # Create Work Types in Salesforce Go Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To create work types: Workforce Scheduling Admin
A work type is a template for a kind of appointment. A work type sets how long the appointment takes, which scheduling methods apply, the linked scheduling objects, the required skills, and so on. 1. From Salesforce Go, search for and select **Workforce Scheduling Data & Permissions**. 2. Next to Create Work Types, click **Manage** and then **New Work Type**. 3. Enter the details that identify the work type. - Name: the name that users select while scheduling. - Description: what this kind of work covers. - Estimated Duration and Duration Type: how long the appointment takes, in minutes or hours. - Scheduling Method: specify whether the work type applies to on-site scheduling, field scheduling, or both types of scheduling. The selected scheduling methods control what scheduling options are displayed to users when they schedule a new appointment. For example, if you select both, then when scheduling an appointment, a user can select either on-site or field. - Scheduling Object: the object that users create and manage when they book this type of appointment. For example, Visit, Interaction, or Service Appointment. The scheduling object defines which objects Workforce Scheduling creates when a user schedules an appointment. For example, if you select **Visit** and a user schedules a new visit from a case, Workforce Scheduling creates a visit record. It also creates the underlying service appointment and parent work order automatically and associates them with the visit. - Allow walk-ins: Add support for walk-in customers that your greeters can manage using lobby management. - Required Skills: Assign work to the right resources by selecting the necessary skills. If required, define new skills. 4. Save your work type. # Create Workflow Actions for Knowledge Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the **Publish as New** action. Then, when you create an approval process for FAQs, select the new Knowledge action. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To enable Salesforce Knowledge Actions: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When you create the approval process, make sure to change the final approval action to Unlock the record for editing to let users publish the article. 1. From Setup, enter Knowledge Action in the Quick Find box, then select **Knowledge Action**. 2. Click **New Knowledge Action**. 3. Select the article type for the action. The workflow rules and approval process that you associate with the action must belong to the same article type. 4. Enter a unique name for the knowledge action. 5. Select the type of action you want to apply to the article type. For example, Publish as New publishes the article as a new version. 6. Enter a description. 7. Click **Save**. The Knowledge Action detail page appears showing you the rules and approval processes that use the knowledge action. 8. When you’re ready to use the knowledge action in an approval or workflow process, click **Activate** on the Knowledge Action detail page. #### See Also - [Assign Article Actions to Public Groups](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author.") - [Create Public Groups for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_assign_users.htm&release=264.0.0&type=5 "Salesforce Knowledge uses public groups as a way to assign users to specific tasks related to articles. When you assign article actions to a public group, you can grant users in that group the ability to do things like publish articles with a specified validation status. Public groups are also used in approval processes to manage the publishing workflow.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Create Your Amazon Connect Contact Center Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app. ### Required Editions For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you set up the contact center in Voice. This article applies to: - Salesforce Voice with Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
1. Before starting this task, assign the Salesforce Voice Contact Center Admin permission set to at least one user and find out where your contact center is physically located. 2. From Setup, in the Quick Find box, enter Amazon Setup, then select **Amazon Setup**. 3. In the Set Up Your Contact Center section, click **Create Contact Center**. The Create Contact Center wizard opens. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can also create a contact center by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting **Amazon Contact Centers**. In the Contact Center list view, click **New** to start the wizard. 4. Enter a display name for your contact center. 5. Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters. 6. Select the region that’s closest to where your contact center is located geographically. The list is populated with the AWS regions that support Amazon Connect. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For information about AWS regions that support Amazon Connect, see [Region Table](https://aws.amazon.com/about-aws/global-infrastructure/regional-product-services/) in the AWS documentation. However, due to a contractual obligation specifically for Salesforce Voice with Amazon Connect, US East (N. Virginia) isn’t available. 7. Click **Next**. 8. Select at least one administrator for the contact center. The list is populated with users who already have the Salesforce Voice Contact Center Admin and Salesforce Voice Contact Center Rep permission sets. To assign more users to the contact center, you must first assign them the correct permission sets. 9. Click **Done**. The window closes. It can take a few minutes to create the contact center. After the contact center is created, you can manage it by going to Setup, entering Amazon Contact Centers in the Quick Find box, and selecting **Amazon Contact Centers**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. For example, the message states that there was an error executing the Cloudformation template. Or, the message can contain details, such as a missing permission on the AWS side. If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. The email contains details about why the failure occurred. For example, the contact center fails to be created if Amazon doesn’t have the required resources. When you create the contact center, Salesforce creates these objects: - Default for Voice routing configuration. You can use this routing configuration to route calls. - SCV Basic Queue queue. If needed, you can assign calls to this default queue. - External client app and assigns a permission set to your contact center admins. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, two Salesforce connected apps were automatically created when you created the contact center in Voice. The Single Sign-On Connected App and REST API OAuth Connected App were created and a connected app permission set assigned to your contact center admins. ## Next Steps for Salesforce Voice Setup Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces. #### See Also - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.") # Create Your Custom Page Header and Footer Sections Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors. ### Required Editions
View supported editions
User Permissions Needed
To set up the Self-Service portal: Manage Self-Service Portal
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. Click **Edit** next to the Page Header or Page Footer listed in the Portal Page Sections. 3. Check Show Header or Show Footer to display a header or footer on your portal pages. 4. Check Show Header Separator or Show Footer Separatorto include a line separating the header or footer from your body pages. 5. Optionally, enter a page message, and use the format toolbar to format it. Select Show HTML to view and edit your page message in HTML.You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes. 6. Click **Save**. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") - [Customize the Self-Service Style Sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5 "Select a predefined color theme, or download a sample Self-Service color theme so you can customize it.") - [Self-Service Page Attributes](https://help.salesforce.com/s/articleView?id=service.self-service_page_attributes.htm&release=264.0.0&type=5 "You can modify certain Self-Service attributes with the point-and-click editor.") # Create Your First Enhanced Chat Channel and Deployment If you have no pre-existing channel for Enhanced Chat, use the quick start flow to create a channel and deployment. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up Omni-Channel Flow and Messaging: Customize Application
To modify permission sets and profiles: Manage Profiles and Permission Sets
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note After you create a messaging channel, you can add additional deployments to it. If you deploy both Enhanced Chat v1 and v2 on the same website, messages may fail to appear in the Enhanced Chat v1 version. This is especially true for Lightning Types, as Enhanced Chat v1 does not support them. We recommend against mixing v1 and v2 deployments on the same domain to prevent unexpected behavior. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Click New Channel. 3. In the Add a Messaging Channel modal, click Start. 4. Select **Enhanced Chat** as your channel type, and click **Next**. Your Service Channel, which you previously created, lets your org message with customers. Your Messaging Channel specifies what type of chat you implement (that is, Enhanced Web Chat, Enhanced In-App Chat, WhatsApp, Facebook, or SMS). 5. In the Name Your Channel window, define your channels settings: 1. Channel Name: Differentiate it from other channels you may create. 2. Developer Name: API name for the channel 3. Deployment Type: Specifies what type of messaging you’ll do 4. Domain: The domain URL for the site where your customers chat. For example, yourcompany.com 6. Click **Next**. 7. In the Channel Routing window, select: Omni-Flow as the Routing Type. Select the Flow Definition and the Fallback Queue that you created earlier. Choosing Omni-Flow allows you to work with our Pre-Chat form and Bots enhancements. 1. Omni-Queue 2. Omni-Flow. This option lets you work with our Pre-Chat form and Bots enhancements. 3. Agentforce Service Agent 8. If your org has already accepted Terms and Conditions, you’ll see an option to click Save. After clicking Save, skip to step 11. If your org hasn’t accepted Terms and Conditions, click Next. 9. In the Terms and Conditions window, select **I’ve read and agree to all terms and conditions** 10. Click **Save**. 11. Don’t navigate away from the window while you see the loading screen. When you see a green success message, click the option to **Customize it**. 1. Enhanced Chat v2 is the default for new channels. [Customize your Enhanced Chat v2 deployment.](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_optimize_setup.htm&language=en_US) 2. To switch back to v1, click **Switch to v1**. [Customize your Enhanced Web Chat v1 deployment.](https://help.salesforce.com/s/articleView?id=service.miaw_optimize_setup.htm&language=en_US) 3. [Customize your Enhanced In-App Chat deployment.](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_deployment_mobile.htm) 4. [Customize your Enhanced Chat custom client deployment.](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_deployment_custom.htm) # Create Your Intraday Management Dashboard After you build your Intraday Management dashboard, you refresh it each morning for the current business day’s data. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To view, create, and edit workload histories, intelligent forecasts, and to view and create capacity plans: Workforce Engagement Analyst or Workforce Engagement Planner
To view, create, and edit shifts and shift segments: Workforce Engagement Planner
## Create Your Dashboard in an Omni-Channel Queue-Based Routing Workflow 1. From the App Launcher, find and select **Intraday Management**. 2. Click **Let’s Go**. 3. Select a capacity plan that meets this criteria. 1. The plan is built in an Omni-Channel queue-based routing workflow. 2. The plan is short term. 3. The plan must contain data that covers at least the next 24 hours. 4. The service territory field that was initially on the page will disappear after you choose a capacity plan. 5. Save your changes. 6. At the start of each business day, click refresh in the Data Graph View to get today’s information in both the Data Graph and Team Management views. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can change the capacity plan associated with your Intraday Management Dashboard at any time. Click **Edit** above the Data Graph View. ## Create Your Dashboard in a Non-Omni Workflow 1. From the App Launcher, find and select **Intraday Management**. 2. Click **Let’s Go**. 3. Select **No Plan** in the Capacity Plan dropdown menu. 4. Select a service territory. 5. Save your changes. 6. At the start of each business day, click refresh in the Data Graph View to get today’s information in both the Data Graph and Team Management views. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can change the service territory associated with your Intraday Management Dashboard at any time. Click **Edit** above the Data Graph View. - **[Intraday Management Dashboard Overview](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_intraday_management_dashboard_overview.htm&release=264.0.0&type=5)** Review rep’s shifts, staffing levels, and resource absences for the selected day. The Intraday Management page displays a list of agents, shifts, and resource absences. - **[Filter the Intraday Management Dashboard](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_filter_intraday_management.htm&release=264.0.0&type=5)** Use a filter to identify staffing gaps in a particular job profile across the Intraday Management Dashboard. You can also filter the Data Graph View by time. # Create Your Partner Telephony Contact Center After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony
View supported editions.
User Permissions Needed
To view the Partner Telephony Setup page: Customize Application
To view the Partner Telephony Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin (Partner Telephony)
## Specify the Public Key Before you start, ask your telephony provider for the public key, so you can add it to the contact center. The public key isn’t required to create the contact center, but it’s required to make and receive calls using Voice. There are two ways to specify the public key: - If your partner telephony provider requires a contact center definition file, copy and paste the public key into the definition file, or - If your partner telephony provider doesn’t require a definition file, after you create the contact center, add it to on the contact center’s details page. If your partner telephony provider requires a contact center definition file, follow these steps. 1. To download files from Github, go to the top-level directory [https://github.com/service-cloud-voice/examples-from-doc](https://github.com/service-cloud-voice/examples-from-doc) and click **Code**, then click **Download zip**. The entire repository is downloaded as a zipped file. For most telephony providers, use the sample file `partner_telephony_cc_import.xml` downloadable at [https://github.com/service-cloud-voice/examples-from-doc/blob/main/callcenter/](https://github.com/service-cloud-voice/examples-from-doc/blob/main/callcenter/). 2. Edit the file and replace the generic values with the values for your contact center. Save the file as an `.xml` file. 3. Copy and paste the public key into the file. ## Add a Contact Center 1. From Setup, in the Quick Find box, enter Partner Telephony Setup, then select **Partner Telephony Setup**. 2. In the _Set Up Your Contact Center_ section, under Create Your Contact Center, click **New**. 3. Select your partner telephony or CCaaS provider. Providers whose managed packages you installed are shown here. 4. Choose whether to create a contact center or use an existing one. - Create a contact center if setting up Salesforce Voice with Partner Telephony. - Use an existing contact center to add Salesforce Voice to a partner contact center with Bring Your Own Channel for CCaaS Messaging capabilities. 5. If you are creating a new contact center and your telephony provider supports it, enter your contact center display and internal names, or upload the `.xml` file that contains your contact center definition. Click **Next**. 6. Complete the details required by your telephony provider. If your partner telephony provider supports additional Voice features like user syncing or Einstein Conversation Insights, select a named credential. Click **Finish**. 7. If your telephony provider has enabled the connector URL option in your package, select your preferred connector URL. The login URL is auto-populated based on the connector URL. If the telephony provider doesn’t give additional URL list, the connector URL and login URL in the ConversationVendorInfo are the default values. If you're creating a contact center through the messaging setup flow, the default connector and login URLs are used. But after creating the contact center, you can update the URLs from the contact center details page. 8. Check that your contact center is shown in the Contact Centers list view. From Setup, in the Quick Find box, enter Partner Telephony Contact Centers, then select **Partner Telephony Contact Centers**. The list view page shows created contact centers. ## Next Steps for Salesforce Voice Setup Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces. #### See Also - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.") # Creating Email Templates for Cases Email templates help your business use consistent messaging in outgoing emails. Create branded email templates to use in case assignment rules or auto-response rules, or to send to customers in response to their inquiries. ### Required Editions
View supported editions.
## Planning for Email Templates Determine the types of email templates you need. Here are some ideas to get you started. - General communication: A generic template for service reps to use when communicating with customers. - Case creation: Notify contacts that a case was created for them. - Case assignment notification: Notify users that a case was assigned to a service rep. - Case comment creation or modification: Notify contacts that a case comment was added or modified. - Capturing cases from your website: When customers fill out forms on your website, notify them that their inquiry was received. - Capturing cases from customer emails: When customers send email to your customer support email addresses, notify them that their email was received and a case was created. - Case close notification: Notify customers that their case has closed. Determine how you want to organize your email templates. You may want to store them in public or private folders to ensure that they are available to the right users. ## Creating Email Templates Create and manage templates from the Email Templates tab, which you can navigate to from the App Launcher. ![App Launcher menu with Email Templates selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/email_temp_2.png) When you create an email template, keep these guidelines in mind. - To include specific data such as the date or the customer’s name, insert merge fields into the email subject or body. Merge fields are placeholders for variable text that you want replaced with data from your Salesforce records. - If you want, select an object in the Related Entity Type field. The object you choose affects which merge fields are available in the merge picker. If you select Contact or Lead or leave the field blank, the template is a global template, which can use global merge fields only. ![Email template with fields completed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/email_temp_1.png) #### See Also - [Email Templates in Lightning Experience](https://help.salesforce.com/s/articleView?id=sales.email_templates_lightning_parent.htm&language=en_US) # Creating Interactive Content for Apple Messages for Business Learn how to create a rich, interactive messaging experience in your Apple Messages for Business channel. Apple requires business channels to include interactive content, and in Salesforce, you meet this requirement by creating messaging components. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Apple Messages for Business channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel
## Save Time with Messaging Components With messaging components, your support team can efficiently request payments, verify a customer’s identity, or gather customer details and preferences during messaging sessions. Users with permission create one or more components in the Messaging Component Builder in Setup. Service reps can then send them during messaging sessions. You can also send components automatically at certain times—for example, when an order ships—and configure Einstein bots or AI agents to send them. These messaging components are uniquely suited to Apple Messages for Business. ![Five mobile screens showing messaging components](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_components.png) Question with options (1) To standardize the way you gather information from customers, send a question with multiple clickable options. You can make these options the same for everyone (static), or customer-specific (dynamic). Time selector (2) To reduce scheduling back-and-forth, send a question with a clickable list of your business’s available time slots. A custom Apex class that you create provides the time slots. Form (3) To save customer preferences, send a secure form with a welcome screen, one or more questions, and a confirmation screen. Submitted responses are captured in a Salesforce record. Payment (4) To prompt customers to make a payment during a messaging session, send an Apple Pay request. Authentication (5) To verify a customer’s identity, send a prompt to log in to an authentication provider. Enhanced link To share links in a familiar format, send a link with a custom image and link text. Notification To keep customers updated on their inquiries without occupying service reps’ time, use a flow to send a link or text-only message at specific times. For example, send a shipping update or notify a customer that their case is in progress. Send a notification messaging component, in the Apple Invitations format, to customers who haven’t yet engaged with your brand on your Apple Messages for Business channel. The pre-written invitation says “Connect using messages,” and invites the customer to engage in a conversation with your business by clicking Yes. Custom Share an external app in messaging sessions, such as your business’s mobile app. ## Beyond Messaging Components In Apple Messages for Business channels, service reps can also send and receive images, videos, audio messages, and multiple types of files. #### See Also - [Interactive Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5 "Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.") - [Get to Know the Messaging Component Builder](https://help.salesforce.com/s/articleView?id=service.messaging_components_builder.htm&release=264.0.0&type=5 "The Messaging Component Builder is your workshop where you can customize and preview all types of messaging components. Learn where and how to get things done in the Builder.") - [Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") - [Send Messaging Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_components.htm&release=264.0.0&type=5 "Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions.") # Creating, Storing, and Managing Intent Data Bots have two sets of data: the data around events and the data around intents. Event data refers to the things that happen inside bot conversations. Intent data refers to the data used to train the model so your bot understands your customers. To create a robust bot, you must have a strategy for handling both data sets. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To manage intent sets and bot training:

Customize Application

OR

Modify Metadata

OR

Manage Bots

OR

Manage Bots Training Data
Intent data contains utterances, or phrases, that tell the bot what the customer wants. For instance, there are many ways that someone could ask to speak to a service rep: “Transfer me to an agent”, “I need to speak to a human”, or simply “Agent”. The more utterances you add to an intent, the more likely the bot is able to make a correct decision. It’s important that you have a balanced intent model. A minimum of 20 utterances is required to build the model, but more utterances make the model more accurate. We also recommend that any intent included in the model roughly includes the same number of utterances as the other intents. Create a strategy for intent data management as your bot grows. A good strategy includes a path for testing and adding new intents and utterances within a sandbox to try out changes. The reason is that adding more utterances and intents to a live bot affects the customer experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Intents can be shared across versions of the same bot. - **[Import Intent Data to a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_bot.htm&release=264.0.0&type=5)** Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances. - **[Import Intent Data to an Einstein Intent Set](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5)** You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs. - **[Export Intent Data for Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_export.htm&release=264.0.0&type=5)** You can export bot intent data using the Data Loader and the Intent Utterance object. - **[Update an Active Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_upgrade.htm&release=264.0.0&type=5)** Your NLP bot is more effective when you update it regularly to react to the latest customer interactions. You can rebuild your active bot’s intent model and automatically go live with the updated model as soon as the build is complete. Or you can build and test your new model in a sandbox with change sets. - **[Source New Utterances with Intent Sets](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_sets.htm&release=264.0.0&type=5)** You can use Einstein Intent Sets to add many utterances to intents at one time. Intent sets can be shared across orgs to quickly assign utterances to intents. - **[Manage Intent Data in Einstein Intent Sets](https://help.salesforce.com/s/articleView?id=service.bots_service_manage_intent_sets.htm&release=264.0.0&type=5)** Learn how to use bulk actions in Einstein Intent Sets to move utterances, assign languages, or delete utterances. - **[Write Utterances for Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_manual_utterance.htm&release=264.0.0&type=5)** You can add utterances manually to any intent by typing them directly into the intent. Utterances added via intent sets and manually all count towards the total number of utterances. - **[Improve Intent Matching Quality with Bot Training](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_training.htm&release=264.0.0&type=5)** Help your bot improve its conversation quality with Bot Training. Bot Training, shows you the intent that the bot identified from an utterance. Then you can tell your bot if it was right, or you can correct the bot if it was wrong. - **[Share Your Intent Model Externally (Beta)](https://help.salesforce.com/s/articleView?id=service.bots_service_external_sharing.htm&release=264.0.0&type=5)** You can easily share your intent model with external Einstein.ai orgs. Use shared models to classify intent on other external datasets. - **[Delete a Dialog with Intent Enabled](https://help.salesforce.com/s/articleView?id=service.bots_service_delete_dialog_intent.htm&release=264.0.0&type=5)** Before you delete a dialog with intent enabled, you must first remove any intent sets from the dialog. Otherwise, an intent set can become “stuck” to the deleted dialog, so that the intent set is no longer visible and can’t be used in a different dialog. You don’t need to remove utterances you’ve added manually. # Custom Actions in the Scheduling Console Extend the Scheduling Console with custom actions that give dispatchers quick access to org-specific automations and workflows directly from the Gantt, service appointment list, map, and console header. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Custom actions let you tailor the Scheduling Console to your organization's specific workflows and business processes. Dispatchers can then run them from multiple locations within the console. When building custom actions, design them around real dispatcher workflows — such as bulk updates, emergency response handling, or territory-wide scheduling changes. You can add custom actions to several locations in the Scheduling Console: - Service appointment popovers on the Gantt, the service appointment list, and the map. - The service resource popover, resource absence popover, and break popover on the Gantt. - The service appointment side panel. - The action bar on the Gantt and in the service appointment list, when one or more records are selected. - The **More Actions** menu in the console header, for custom actions that don't require selecting a record. When you create a custom action, you specify the **Action Type**, which determines how the action launches when a dispatcher clicks it. Use autolaunched flows or Apex actions for background automation, such as bulk reassignment or scheduling updates. Use Lightning Web Components, screen flows, or Visualforce actions when dispatchers need an interactive UI or step-by-step guidance. - **Lightning Web Component** — Launches your custom Lightning Web Component in a dialog. - **Flow** — Runs a screen flow in a dialog for dispatcher input, or an autolaunched flow in the background. - **Apex Class** — Calls the selected Apex class. - **Visualforce Page** — Opens the selected Visualforce page. For visual actions, you can define the content and button labels that appear in the dialog. **Create Custom Actions**
User Permissions Needed
To create custom permissions: Manage Custom Permissions
To add custom actions to the Scheduling Console: FSL Admin permission set
Configure custom actions in the Scheduling Console Settings page. 1. Decide what you want your action to do and where it appears. 2. Create a Lightning Web Component, Flow, Apex class, or Visualforce page to connect to an action. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important - Including flows or Lightning web components via Lightning Out in Visualforce pages isn’t supported. See [Lightning Out Considerations and Limitations](https://developer.salesforce.com/docs/platform/lwc/guide/lightning-out-considerations.html). - Using iframes in Visualforce pages isn’t recommended. It can cause Content Security Policy (CSP) violations. 3. Create a custom permission to limit who sees the action, or identify an existing one to use. 4. From Setup, enter Scheduling Console Settings in the Quick Find box, then select **Scheduling Console Settings**. 5. From the Scheduling Console Settings page, click **Manage** in the Actions section to open the Create Custom Actions dialog and then create your custom action. See [Customize the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_customize_settings.htm&type=5&language=en_US). You can reorder custom actions within each action category to control how they appear in the action menu. Keep action names short and clear so that dispatchers can understand their purpose at a glance. After you create or edit a custom action, refresh the Gantt to ensure the changes appear in the Scheduling Console. # Custom Console Customization Components in Salesforce Classic Create components to customize, extend, or integrate the Salesforce Console with other systems. ### Required Editions
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Components let you display many types of data in the footer, sidebars, highlights panels, and interaction logs of a console. You can create components to solve a variety of business problems and to display items, such as: - Third-party apps - Chat or Softphone widgets - Content when users view specific pages - Contextual information alongside records - Custom highlights panels or interaction logs - Content when users click a customizable button in the footer Components let you get creative with a console and build what your users need to do their jobs. To create components, you can use Visualforce, canvas apps, lookup fields, related lists, or report charts. You can also use Canvas or the Console API to build components. Both technologies are JavaScript APIs that let developers extend or integrate a console. The Console API provides you with programmatic access to a console to do things like open and close tabs to streamline business processes, whereas Canvas helps you integrate a console with external applications that require authentication methods. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). For more information about canvas apps or the toolkit, see [Canvas Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/canvas_framework.pdf) and the [Salesforce Console Developer's Guide](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/). - **[Create Console Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_overview.htm&release=264.0.0&type=5)** Developers and administrators typically follow these steps when creating components for a Salesforce console. - **[Console Component Implementation Tips in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_impl_tips.htm&release=264.0.0&type=5)** Before you create a component for a Salesforce console, review these tips. - **[Add Console Components to Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&release=264.0.0&type=5)** After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console. - **[Add Quick Actions to the Console Sidebar in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_quick_actions.htm&release=264.0.0&type=5)** Add custom quick actions to the console sidebar to let support agents easily create, update, and search for records associated with cases. Quick actions are added as console components. - **[Sidebar Styles for Console Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_multi_ref.htm&release=264.0.0&type=5)** When administrators add components to page layouts, they choose the sidebar style in which to display the components in a Salesforce Console. - **[Add Console Components to Apps in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_app.htm&release=264.0.0&type=5)** After you create a console component, you can add it as a button in the footer of Salesforce console so users have access to it. - **[Assign a Console Component to an App in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_assign.htm&release=264.0.0&type=5)** After you add a console component to Salesforce Console apps, you must assign it to each console for user access. # Custom Data Lake Object Mapping Examples See examples of how to map fields from your custom object to the UserCustomObject for surveys. ### Required Editions
Available in: Lightning Experience
Custom Channels available in: Enterprise, Unlimited, and Developer Editions with the Customer Signals Intelligence add-on
## Survey Example Data | SURVEY INVITATION ID | SURVEY QUESTION ID | SURVEY RESPONSE | SURVEY NAME | | --- | --- | --- | --- | | ab123a | 1234c | 10 | Passenger Survey | This data would then be mapped as: | CUSTOM OBJECT FIELD | MAPPED FIELD | | --- | --- | | Survey Invitation | SessionId | | Question | ThreadId | | Survey Name | FeedbackCategory | | CSAT Score | FeedbackRating | # Custom Exercise Types in Employee Enablement Programs To bring content from your own repository or a third-party repository into your employee enablement program, configure custom exercise types. ### Required Editions
View supported editions.
See [Custom Exercise Types in Enablement Programs](https://help.salesforce.com/s/articleView?id=sales.enablement_custom_items_overview.htm&type=5&language=en_US). # Custom Fields for Articles The first step in creating a custom field for articles is choosing the field type. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
Field Type Description
Article Currency In a multiple currency org, an article can have an article currency field to set the article's currency ISO code.
Currency

Lets support reps enter a currency amount. The system formats the field as a currency amount, which can be useful if you export data to a spreadsheet application. You can make this field required to ensure that a support rep enters a value before saving an article.

Salesforce uses the round-half-to-even tie-breaking rule for currency fields. For example, 23.5 becomes 24, 22.5 becomes 22, −22.5 becomes −22, and −23.5 becomes −24.

Values lose precision after 15 decimal places.
Date Lets support reps enter a date or pick a date from a popup calendar. In reports, you can limit the data by specific dates using any custom date field. You can make this field required to ensure that a support rep enters a value before saving an article.
Date/Time Lets support reps enter a date or pick a date from a popup calendar, and enter a time of day. They can also add the current date and time by clicking the date and time link next to the field. The time of day includes AM or PM notation. In reports, you can limit the data by specific dates and times using any custom date field. You can make this field required to ensure that a support rep enters a value before saving an article.
Email Lets support reps enter an email address, which is validated to ensure a proper format. Character limit is 80. If this field is specified for contacts or leads, support reps can choose the address when clicking Send an Email. You can't use custom email addresses for mass emails. You can make this field required to ensure that a support rep enters a value before saving an article.
File

Lets support reps upload and attach a file to an article. You can make this field required to ensure that a support rep enters a value before saving an article. Note the following caveats about File fields:

  • The maximum attachment size is 25 MB.
  • You can add up to 5 File fields to each article type; contact Salesforce to increase these limits.
  • If the Disallow HTML documents and attachments security setting is enabled, File fields do not support HTML files.
  • Text content in a File field attachment is searchable. You can search up to 25 MB of attached files on an article. For example, if an article has six 5-MB file attachments, the first 4.16 MB of each file is searchable.
  • You cannot attach Salesforce CRM Content files using the File field.
  • The File field type is not supported in Developer edition.
  • The filename cannot exceed 40 characters.
  • You cannot convert a File field type into any other data type.

File Fields are available in Salesforce Classic only.
Formula

Lets support reps automatically calculate values based on other values or fields such as merge fields.

Salesforce uses the round half up tie-breaking rule for numbers in formula fields. For example, 12.345 becomes 12.35 and −12.345 becomes −12.35.

In Database.com, the Formula editor does not provide a Check Syntax button. Syntax checking occurs when the support rep attempts to save the formula.

Lookup Relationship

Creates a relationship between two records so you can associate them with each other. For example, opportunities have a lookup relationship with cases that lets you associate a particular case with an opportunity. A lookup relationship creates a field that lets support reps click a lookup icon and select another record from a window. On the associated record, you can then display a related list to show all the records that are linked to it. You can create lookup relationship fields that link to users, standard objects, or custom objects. If a lookup field references a record that has been deleted, Salesforce clears the value of the lookup field by default. Alternatively, you can choose to prevent records from being deleted if they're in a lookup relationship. You can make this field required to ensure that a support rep enters a value before saving an article.

Lookup relationship fields are not available in Personal Edition.

Lookup relationship fields to campaign members are not available; however, lookup relationship fields from campaign members to other objects are available.
Number

Lets support reps enter any number. This entry is treated as a real number and any leading zeros are removed. You can make this field required to ensure that a support rep enters a value before saving an article.

Salesforce uses the round half up tie-breaking rule for number fields. For example, 12.345 becomes 12.35 and −12.345 becomes −12.34. Salesforce rounds numbers referenced in merge fields according to the user's locale, not the number of decimal spaces specified in the number field configuration.
Percent

Lets support reps enter a percentage number, for example, '10'. The system automatically adds the percent sign to the number. You can make this field required to ensure that a support rep enters a value before saving an article.

If the decimal value is greater than 15, and you add a percent sign to the number, a runtime error occurs.

Values lose precision after 15 decimal places.
Phone

Lets support reps enter any phone number. Character limit is 40. You can make this field required to ensure that a support rep enters a value before saving an article.

Salesforce automatically formats it as a phone number.
Picklist Lets support reps select a value from a list you define.
Picklist (Dependent) Lets support reps select a value from a list dependent on the value of another field.
Picklist (Multi-select) Lets support reps select more than one picklist value from a list you define. These fields display each value separated by a semicolon.
Text Lets support reps enter any combination of letters, numbers, or symbols. You can set a maximum length, up to 255 characters. You can make this field required to ensure that a support rep enters a value before saving an article.
Text Area Lets support reps enter up to 255 characters that display on separate lines similar to a Description field. You can make this field required to ensure that a support rep enters a value before saving an article.
Text Area (Long)

Lets support reps enter up to 131,072 characters that display on separate lines similar to a Description field. You can set the length of this field type to a lower limit, if desired. Any length from 256 to 131,072 characters is allowed. The default is 32,768 characters. Every time a support rep presses Enter in a long text area field, a line break and return character are added, and both count toward the character limit. Also, smart links add more characters than what is displayed.

If you lower the character limit and you have articles that surpass the new limit, the articles can’t be edited until the limit is reset higher than their character counts.
Text Area (Rich)

Lets support reps enter up to 131,072 characters of HTML-supported text, including code samples (Code button for rich text editor) and smart links between Salesforce Knowledge articles.

  • You can have up to 100 links to different Salesforce Knowledge articles in one rich text field.
  • When you convert a text area (rich) field to a text area (long) field, links are displayed as link reference numbers, not URLs.
  • The upgraded editor doesn’t support Internet Explorer version 7 or version 8 in compatibility mode. If you are using these browsers, use the older editor.
URL Lets support reps enter up to 255 characters of any valid website address. When support reps click the field, the URL opens in a separate browser window. Only the first 50 characters are displayed on the record detail pages. You can make this field required to ensure that a support rep enters a value before saving an article.
#### See Also - [Smart Links to Salesforce Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink.htm&release=264.0.0&type=5 "Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name.") - [Add Custom Fields to Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5 "Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Custom List Views Management List views are a great way to view, sort, and prioritize the information that is most important to your mobile workers. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
## Viewing Records In a list view, you can view details about a record by clicking it. You see only the data that you have access to. You can view records that you own, have read or write access to, or are shared with you. List views also include records owned by or shared with users in roles below you in the hierarchy. The fields you see depend on your page layout and field-level security settings. When you access a tab, the default list view assigned to the object is shown. To switch to a different list view, click the app bar and then select from the available lists. ## Searching List Views Use the list view search box to search for records in a list view. Click the search box, enter your query, and press Enter. The list view search looks at all searchable fields even if the corresponding columns aren’t shown in the list view. In your search, you can enter any special character except for the % since it’s treated as a wildcard. ## Considerations for Custom List Views - Custom list view is supported for use only with the Lightning Web Components (LWC) framework. To use custom list views, the user must have the Access Lightning Web Components for Field Service Mobile permission enabled. - You can view and prime a maximum of 200 records per custom list view. - To ensure optimal performance of your custom lists: - Configure your list view to return the minimum number of records. - Avoid using reference fields in the list view. - Minimize the number of fields you use on each object. - Custom lists sorted by Last Modified Date are always ordered newest to oldest, which is standard for all related lists. - The Recently Viewed list view isn’t supported. When accessed, it doesn’t return records, and an error is returned. - Limitations apply to what filter configurations are supported. When encountered, no records are returned and an error is shown. Here’s a list of known filters that aren’t supported in mobile list views. Other filters not in this list can apply.  - A filter that uses a multiple currency field - A filter that uses a locale and org-based date literal, such as - THIS\_WEEK - THIS\_FISCAL QUARTER - LAST\_WEEK - THIS\_WEEK - NEXT\_WEEK - A filter that uses a polymorphic field - A filter that uses a number n type date literal, such as - LAST\_N\_QUARTERS - NEXT\_N\_QUARTERS - LAST\_N\_WEEKS - NEXT\_N\_WEEKS - LAST\_N\_YEARS - NEXT\_N\_YEARS - N\_DAYS\_AGO - N\_WEEKS\_AGO - N\_MONTHS\_AGO - N\_QUARTERS\_AGO - N\_YEARS\_AGO - A filter that uses an unsupported scope - In some cases, new records aren’t shown on certain custom list views. For example, in a Case custom list view that filters on closed = false, a new offline Case record isn’t shown on the list view because closed isn’t populated. The filtering criteria don’t apply to this record. - In some cases, a record created offline doesn’t show all the details in the card for the record. For example, if a contact is created with the first name and last name but the header of the card uses name only. The header can be blank because the name field isn’t populated. - Fields that have a reference that could be many different things, a reference to either a group or a user, aren’t supported. ## Performance Considerations - The number of objects in your database can impact the performance of custom list views. - The number of fields entered when you’re performing a search can also affect performance. - Your current network speed can affect the performance of network requests. # Custom Quick Actions Supported in Macros These actions are available when you click **Select Name of Quick Action** in the macro instructions. You can create and run macros to perform custom quick actions in the Salesforce Console for Service. ### Required Editions
View supported editions.
To use these actions, you must have Quick Actions defined in your Salesforce org and added to the case feed page layout. Bulk macros are not supported on Quick Actions for social actions.
Custom Quick Actions Supported in Macros
Action Description Supported in Bulk Macros
Replace <text field> Clears the contents of the text field and replaces it with the specified text. Yes
Add to <text field> Adds the specified text to the end of the text field, but does not delete any existing text already there. The Text is inserted at the cursor position. No
Submit Action

Tells the macro to perform these instructions when someone runs this macro.

A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions.

A macro that contains a Submit Action instruction can be run as a bulk macro. You must have the Run Macros on Multiple Records user permission to run bulk macros.

 Yes
# Custom Triggers Safety Cloud includes the custom triggers listed and described here. ### Required Editions
Available in: Enterprise and Unlimited Editions
- **[Configure Safety Cloud Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_triggers.htm&release=264.0.0&type=5)** The Safety Cloud package comes with its own list of functionality managed by a trigger framework. You can extend the Safety Cloud triggers with additional functionality, as described here. #### See Also - [Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5 "Safety Cloud supports sending emails to Slack and using email templates to optimize communications.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5 "You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") # Customer Sentiment Insights Analyze customer engagement performance and sentiment across channels using the Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact reasons, and evaluate overall engagement scores. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
| METRIC | CALCULATION | | --- | --- | | Overall Sentiment | Shows the most frequent sentiment associated with a customer based on their highest number of interactions. Use this metric to quickly evaluate the general attitude of a specific account or contact. | | Sentiment Trend | Shows the volume of customer interactions grouped by sentiment over a specified time period. Use this metric to monitor historical shifts in customer satisfaction and identify long-term engagement patterns. | | Sentiment by Channels | Shows the distribution of customer interactions categorized by sentiment across different communication channels, such as cases and chat and so on. Use this metric to analyze how customer satisfaction varies between specific service platforms. | | Top Engagement Contact Reasons | Shows the top five reasons for customer outreach, ranked by interaction volume for a specific account or contact. Use this metric to pinpoint the most common drivers of customer engagement and prioritize recurring service issues. | # Customer Service Incident Management Objects and Fields With Customer Service Incident Management your service teams get the tools and workflows they need to provide greater visibility and faster responses to disruptions. Here’s how. ### Required Editions
View supported editions.
## Customer Service Incident Management Objects
Objects Service Step Tools and Capabilities

Incident

Create an incident record to track and identify a disruption that affects a large number of customers.

 Identify the issue.
  • Simplify service visibility. Empower service and ops teams to work together by using a unified workspace—the Service Console—so everyone has visibility into incident, case, and customer data.
  • Identify major incidents quickly. Simplify the escalation process with incidents marked as major incidents.

Problem

Create a problem record where managers and experts collaborate on root cause analysis.

 Investigate and diagnose the problem.
  • Track connection to related resources. Connect problems to affected resources and determine the role of the asset in the incident’s root cause.
  • Leverage community knowledge. With Knowledge integrated into problems, support reps can search for relevant knowledge articles to quickly solve the problem.

Change Request

After the root cause is identified, create a change or release request record to deploy the fix and resolve the issue.

 Implement the solution.
  • Document and deploy the fix. Capture the steps to implement the resolution from Slack and get the right approvals to deploy the fix.
  • Dispatch mobile workers with Field Service. Manage steps for field service techs to take.

Change Request

Continuously learn.
  • Take action on findings. Update teams about what was fixed and how to prevent similar recurring issues. Create flows to automatically close all related incidents, problems, and cases, and notify affected customers that the issue is resolved.
  • Publish the resolution across channels. Share knowledge articles about the incident and its resolution on any of your service channels, such as email, messaging, mobile apps, and self-service portals.
## Incident Fields and Components
Name Type Description
Actions & Recommendations Component Displays a list of actions. Shows recommended actions and offers the result from an Einstein Next Best Action strategy.
Business Hours Field Indicates the hours when escalation actions or entitlement processes run on an incident.
Category Field The type of incident. Administrators set field values.
Created By Field User who created an incident, including creation date and time. This field is read only.
Description Field Description of an incident. This field can store up to 32 KB of data, but only the first 255 characters appear in reports.
Detected Date Time Field The time that the incident was first detected.
End Date Time Field The time the incident ended.
Entitlement Name Field Name of an entitlement added to an incident. Only available if entitlements are set up.
Entitlement Process Start Time Field

The time the incident entered an entitlement process. If you have Edit permission on incidents, you can update or reset the time. When you reset the time:

  • Completed milestones aren’t affected
  • Incomplete milestones are recalculated based on the new start time

If an entitlement process applies to an incident, this field appears.
Entitlement Process End Time Field The time an incident exited an entitlement process. If an entitlement process applies to a case, this field appears.
Impact Field The effect or impact of the incident on customer experience and business operations.
Incident Closed Field Indicates that the incident is resolved and completes the pending milestones. Is auto-selected when the incident is set to Closed.
Incident Number Field Unique number assigned to the incident. Numbers start at 1 and are read only, but administrators can change the format. Incident numbers often increase sequentially, but sometimes they skip numbers in a sequence.
Incident Owner Field User or queue assigned to own an incident.
Incident Paused Field Pause an entitlement process on an incident, which sometimes is necessary if you’re waiting for a customer’s response. You can pause an entitlement process up to 300 times. If an entitlement process applies to an incident, this field appears.
Incident Paused Since Field Shows the date and time that an entitlement process was paused on an incident. If an entitlement process applies to an incident, this field appears.
Last Modified By Field User who last updated the incident.
Last Modified Date Field Date and time that the incident was last modified.
Major Incident Field Indicates that the incident is widespread and business-critical.
Milestones Component Displays all active and completed milestones linked to the incident. A countdown appears for active milestones.
Milestone Status Field A milestone is a step in an entitlement process. If an entitlement process applies to an incident, this field appears.
Parent Incident Field An incident above one or more related incidents in an incident hierarchy.
Priority Field Priority of an incident as determined by the Urgency and Impact fields. Administrators set field values, and each value can have up to 20 characters.
Priority Override Reason Field The reason a priority should be changed or edited.
Reported Method Field Indicates how the incident was reported to customer service.
Resolution Date Time Field Date and time that the incident was resolved.
Resolved By Field Indicates who resolved the incident.
Start Date Time Field The time that the incident began.
Status Field Status of an incident, for example, open or closed. Administrators set field values.
Status Code Field Status of an incident, for example, open or closed. Is dependent on the Status field.
Sub-Category Field The type of incident. One level deeper than Category. Administrators set field values.
Subject Field Brief description of the incident. Subject field is shown on the Incident list view by default.
Type Field Type of incident, for example, question or problem. Administrators set field values.
Urgency Field Urgency of an incident. Administrators set field values, and each value can have up to 20 characters.
## Problem Fields and Components | Name | Type | Description | | --- | --- | --- | | Actions & Recommendations | Component | Displays a list of actions. Shows recommended actions and offers the result from an Einstein Next Best Action strategy. | | Category | Field | The type of problem. Administrators set field values. | | Created By | Field | User who created a problem, including creation date and time. This field is read only. | | Created On | Field | Date and time that the problem was created. | | Description | Field | Description of a problem. This field can store up to 32 KB of data, but only the first 255 characters appear in reports. | | Impact | Field | The effect or impact of the problem on customer experience and business operations. | | Last Modified By | Field | User who last updated the problem. | | Last Modified On | Field | Date and time that the problem was last modified. | | Parent Problem | Field | A problem above one or more related problems in a problem hierarchy. | | Priority | Field | Priority of a problem. Administrators set field values, and each value can have up to 20 characters. | | Priority Override Reason | Field | The reason a priority should be changed or edited. | | Problem Number | Field | Unique number assigned to the problem. Numbers start at 1 and are read only. Problem numbers often increase sequentially, but sometimes they skip numbers in a sequence. | | Problem Owner | Field | User assigned to own a problem. | | Resolution Date | Field | Date and time that the problem was resolved. | | Resolved By | Field | Indicates who resolved the problem. | | Root Cause Summary | Field | Description of the problem resolution or root cause. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | Status | Field | Status of a problem, for example, open or closed. Administrators set field values. | | Status Code | Field | Status of a problem, for example, open or closed. Is dependent on the Status field. | | Sub-Category | Field | The type of problem. One level deeper than Category. Administrators set field values. | | Subject | Field | Brief description of the problem. | | Urgency | Field | Urgency of a problem. Administrators set field values, and each value can have up to 20 characters. | ## Change Request Fields and Components | Name | Type | Description | | --- | --- | --- | | Actions & Recommendations | Component | Displays a list of actions. Shows recommended actions and offers that result from an Einstein Next Best Action strategy. | | Business Justification | Field | Description of the business reason to implement a change. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | Business Reason | Field | The business justification theme or type. Administrators set field values. | | Category | Field | The type of change request. Administrators set field values. | | Change Request Number | Field | Unique number assigned to the change request. Numbers start at 1 and are read only. Change request numbers often increase sequentially, but sometimes they skip numbers in a sequence. | | Change Request Owner | Field | User assigned to own a change request. | | Created By | Field | User who created a change request, including creation date and time. This field is read only. | | Created On | Field | Date and time that the change request was created. | | Description | Field | Description of a change request. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | End Time (Estimated) | Field | Date and time that the change request is estimated to be implemented. | | Final Review Notes | Field | Notes left by the change request reviewer. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | Impact | Field | The effect or impact of the change request on customer experience and business operations. | | Impact Analysis | Field | Description of the impact on the business and customer. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | Last Modified By | Field | User who last updated the change request. | | Last Modified On | Field | Date and time that the change request was last modified. | | Priority | Field | Priority of a change request. Administrators set field values, and each value can have up to 20 characters. | | Remediation Plan | Field | Description of the steps required to resolve the incident. This field can store up to 32 KB of data, but only the first 255 characters display in reports. | | Reviewed On | Field | Date and time that the change request was reviewed. | | Reviewer | Field | User who reviewed the change request. | | Risk Level | Field | Assessment of the risk involved with the implementation of the change request. Administrators set field values, and each value can have up to 20 characters. | | Start Time (Estimated) | Field | Estimated date and time that the change request is implemented. | | Status | Field | Status of a change request, for example, open or closed. Administrators set field values. | | Status Code | Field | Status of a change request, for example, open or closed. Is dependent on the Status field. | | Subject | Field | Brief description of the change request. | | Type of Change | Field | The type of change that must be implemented. Administrators set field values. | | Work Plans | Component | Displays a list of work plans and their associated work steps from the change request. | # Customer Service Incident Management Sample Flows Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process. ### Required Editions
View supported editions.
## Close Change Request & Related Issues To cut down on repeat tasks when an incident is resolved, automatically close a change request and its related issues, like cases, problems, and incidents. For example, when a support rep is ready to mark a change request as complete, the support rep can use the Close Change Request & Related Issues flow from the Actions & Recommendation component on the change request. ![Close Change Request flow in Actions & Recommendations component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_close_change_request_arcomponent.png) After they launch the flow, a screen appears that asks them to select which related issues to close. ![Close Change Request Related Issues screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_close_change_request_screen.png) ## Change Case Owner to Incident Owner When cases are identified as part of an overarching incident and to avoid duplicative work, automatically change the case owner to the incident owner. For example, a support rep sees an influx of cases coming in that are marked as related to an ongoing incident, but notices that the case owner and incident owner aren’t the same. The support rep can use the Change Case Owner to Incident Owner flow from the Actions & Recommendations component on the incident. ![Change Case Owner in Actions & Recommendations component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_change_case_owner_arcomponent.png) After they launch the flow, a screen appears to confirm that they want to change the owner of the cases to the incident owner. ![Change Case Owner to Incident Owner screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_change_case_owner_screen.png) # Customer Signals Intelligence Gather and analyze detailed customer data from channels such as surveys, voice, chat, email, cases, and custom channels to gain insights into customer behaviors and preferences. Make informed decisions that personalize experiences and enhance customer interactions with AI services, analytics, and agent actions. Finally, monitor and interpret the insights in CRM and Tableau Analytics dashboards to identify trends for improved customer engagement. ### Required Editions
Available in: Lightning Experience
- **[Overview and Key Concepts](https://help.salesforce.com/s/articleView?id=service.csi_overview.htm&release=264.0.0&type=5)** Customer Signals Intelligence (CSI) gives you an understanding of your customer's experience by turning all the fragmented interaction data into a unified source of truth. - **[Customer Signals Intelligence Setup](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&release=264.0.0&type=5)** Unify and analyze customer data from different sources to improve the customer experience. Select a data space to segregate data within your Salesforce org and enable channels to gather customer data. Choose from various AI services to analyze data, identify patterns, and generate insights. Optionally, use agent actions for real-time and contextual recommendations to handle cases efficiently and resolve issues faster. - **[Manage Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.csi_manage.htm&release=264.0.0&type=5)** Configure Customer Signals Intelligence features and settings to customize how insights are generated and displayed. - **[Analytics for Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.analytics_for_csi.htm&release=264.0.0&type=5)** The analytics app provides a comprehensive set of dashboards for customer service agents and managers. These dashboards analyze customer experiences across various channels and locations, highlight key contact reasons, identify customers who need attention, and offer data-driven insights to improve understanding of customer needs and preferences. - **[Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_realtime_insights.htm&release=264.0.0&type=5)** Track customer sentiment in real time from within the case record and watch how it trends as a case progresses. These trends give case owners the insight they need to prioritize their workload effectively. - **[Supported Languages for Insights in Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.csi_language_support.htm&release=264.0.0&type=5)** Language support for insights is based on the model that you select in the Prompt Builder. If the selected model supports the language, then insights are extracted in that language. - **[Billing Considerations for Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&release=264.0.0&type=5)** Customer Signals Intelligence collects and analyzes customer data from various channels to provide actionable insights that improve the overall customer experience. It's a consumption-based product that uses Data Cloud credits, and Flex credits. Customer Signals Intelligence consumes credits used for billing based on your usage of the feature. # Customer Signals Intelligence Use the Customer Signals Intelligence dashboard to gain a comprehensive view of your customers' experiences with your team’s interactions. Analyze sentiment, engagement metrics, and trends to assess customer satisfaction and service performance. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
Filter the analytics charts and metrics in the dashboard based on Channel for a specific time period and select a period to compare the metrics performance. - View the CSAT and NPS for various KPIs such as customer satisfaction, responses, interactions, and sentiments. You can also compare the KPIs performance for the selected duration to a previous period. - View the total number of customer responses and the distribution of responses based on sentiment such as mixed, negative, or positive. - View the customer sentiment based on contact reasons, product, entity, and key phrases. - View the overall sentiment of customers for each location. - View the customer sentiment for each interaction by service reps. - View the trends for sentiment, CSAT, and NPS to analyze changes in customer feedback over time. - Use the Create Records button to create multiple cases simultaneously directly from the Customer Signals Intelligence dashboard. The dashboard also offers quick navigation to the Customer Watchlist and Product Insights dashboards for seamless access to key data. - **[Key Performance Indicators in Customer Signals Intelligence Dashboard](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_signals_intelligence_kpis.htm&release=264.0.0&type=5)** Learn about the key metrics on the Customer Signals Intelligence dashboard. # Customer Signals Intelligence Setup Unify and analyze customer data from different sources to improve the customer experience. Select a data space to segregate data within your Salesforce org and enable channels to gather customer data. Choose from various AI services to analyze data, identify patterns, and generate insights. Optionally, use agent actions for real-time and contextual recommendations to handle cases efficiently and resolve issues faster. ### Required Editions
Available in: Lightning Experience
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). - **[Update the Data Cloud Connector Permissions in Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.csi_update_vad_perms.htm&release=264.0.0&type=5)** To ingest objects and fields into Data 360, update the Data Cloud Connector permission set in your org . - **[Enable Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.task_cxi_enable.htm&release=264.0.0&type=5)** Enable Customer Signals Intelligence in Setup for insights into customer behaviors and preferences. - **[Select a Data Space](https://help.salesforce.com/s/articleView?id=service.task_cxi_data_space.htm&release=264.0.0&type=5)** Categorize and organize customer data by attributes such as brand, department, or insights. - **[Install the Base Data Kit](https://help.salesforce.com/s/articleView?id=service.csi_base_data_kit.htm&release=264.0.0&type=5)** Set up your data kit components to access Customer Signals Intelligence features. The base data kit automatically installs the essential data mappings and object relationships. - **[Set Up Standard Channels in Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.task_cxi_channels.htm&release=264.0.0&type=5)** Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email. - **[Set Up Custom Channels in Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.csi_custom_channels.htm&release=264.0.0&type=5)** Analyze data from custom objects through custom channels to reveal customer insights. For every channel you enable, all the historic data is ingested into Data 360 and uses Data 360 credits. - **[Set Up Insights](https://help.salesforce.com/s/articleView?id=service.csi_manage_insights.htm&release=264.0.0&type=5)** Set up your dashboard insights. - **[Configure Agent Actions for Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_agent_actions.htm&release=264.0.0&type=5)** Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations. - **[Access Customer Signals Intelligence on Companion Orgs](https://help.salesforce.com/s/articleView?id=service.csi_companion_org_setup.htm&release=264.0.0&type=5)** Break down the silos across multiple Salesforce organizations to get a unified view of information that is not natively available. Share data across home and companion orgs and get access to comprehensive dashboards and take action on insights drawn from across the business, yet conveniently viewed and filtered for the specific context of their own org. # Customer Watchlist Use the Customer Watchlist dashboard to identify customers who require prompt attention based on the duration since their request initiation to prioritize customer support efforts effectively. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Unlimited, and Developer Editions where Customer Signals Intelligence is enabled
Filter the dashboard data by region, customer, channel, and duration, and then sort by the number of interactions and customer sentiment for further insights. - **[Key Performance Indicators in Customer Watchlist Dashboard](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_watchlist_kpis.htm&release=264.0.0&type=5)** Learn the calculations of key metrics shown in Customer Watchlist dashboard. # Customizable Parameters in the Embedded Chat Code You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The following parameters are customizable in the code snippet only. - Set the domain for your chat window to persist across subdomains: embedded\_svc.settings.storageDomain = "..." - Set the language: embedded\_svc.settings.language = "..." - Display the default chat button: embedded\_svc.settings.displayHelpButton = “...” - Set a routing order: embedded\_svc.settings.fallbackRouting = \[“...”, “...”\] - Use direct-to-button routing: embedded\_svc.settings.directToButtonRouting = function(prechatFormData) {“...”}; - Set a chatbot avatar image: embedded\_svc.settings.chatbotAvatarImgURL = “...” - Load files for custom chat events: - embedded\_svc.settings.externalScripts = \[“...”, “...”\] - embedded\_svc.settings.externalStyles = \[“...”, “...”\] - Pass nonstandard pre-chat details: embedded\_svc.settings.extraPrechatFormDetails = \[“...”\]; The following parameters are customizable in both the code snippet and Embedded Service setup. Settings in your code snippet override what you enter in Embedded Service setup. - Set the chat window size and base font size: - embedded\_svc.settings.widgetWidth = "..." - embedded\_svc.settings.widgetHeight = "..." - embedded\_svc.settings.widgetFontSize = "..." - Set the chat images: - embedded\_svc.settings.prechatBackgroundImgURL = "..." - embedded\_svc.settings.smallCompanyLogoImgURL = "..." - embedded\_svc.settings.waitingStateBackgroundImgURL = "..." - embedded\_svc.settings.avatarImgURL = "..." - Customize the text on the chat window: - embedded\_svc.settings.defaultMinimizedText = "..." - embedded\_svc.settings.disabledMinimizedText = "..." - embedded\_svc.settings.offlineSupportMinimizedText = “...” - embedded\_svc.settings.loadingText = "..." #### See Also - [Add Your Embedded Chat to a Website](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5 "Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.") - [Customize the Embedded Service Code Snippet](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_code.htm&release=264.0.0&type=5 "Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet.") - [_Embedded Service for Web Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_overview.htm) # Customizations and Integrations You can customize Safety Cloud and set up integrations to extend its capabilities. ### Required Editions
Available in: Enterprise and Unlimited Editions
- **[Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5)** Safety Cloud includes the custom triggers listed and described here. - **[Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5)** Safety Cloud supports sending emails to Slack and using email templates to optimize communications. - **[QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5)** Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion. - **[Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5)** You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria. - **[Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5)** You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations. - **[Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5)** If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created. # Customize Additional Chat Branding Set the base font size, width and height, and images for your Embedded Chat deployment. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service**. 2. Select the Embedded Service deployment that you want to work with by clicking the arrow beside the deployment name and selecting **View**. 3. Click **Edit** next to Chat Settings. 4. In the Additional branding section, click **Edit**. 5. In the Images & Dimensions tab, set your chat images: - Agent Avatar (40 px by 40 px) - Logo (36 px by 36 px) - Pre-Chat Background (320 px by 100 px) - Waiting State (250 px by 60 px) 6. Set the width and height of your chat window. If you don’t make any changes, the default sizes of 320 px and 498 px are used. 7. Set the base font size for your chat window. 8. Click **Finish** to close the window. - **[Customize Embedded Chat Labels](https://help.salesforce.com/s/articleView?id=service.embedded_chat_custom_labels.htm&release=264.0.0&type=5)** Create your own custom labels and manage the label language for your Embedded Chat deployment. - **[Translate Your Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_localization.htm&release=264.0.0&type=5)** The primary language for a chat window is set in your embedded code snippet. An extra step in Translation Workbench is required for custom labels or platform-only languages. # Customize Agent Console Layouts Customize an agent console layout for your org. ### Required Editions
View supported editions.
User Permissions Needed
To customize console layouts: Customize Application
To customize layouts for the Agent console: 1. From Setup, enter Console Layouts in the Quick Find box, then select **Console Layouts**. 2. Select a layout name. 3. To modify the Name or Description of the layout, click **Edit** in the Console Layout Detail section. 4. To add or remove objects to the layout, click **Edit** in the Selected List Views section, select an object, and click the **Add** or **Remove** arrow. To change the order of the objects as they appear in the console's list view frame, select an object in the Selected List box, and click the **Up** or **Down** arrow. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned. 5. Click **Save** to finish. #### See Also - [Manage Console Layouts for the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_manage_layouts.htm&release=264.0.0&type=5 "Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned.") # Customize an Enhanced Chat Deployment Customize an existing Enhanced Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced Chat channel, follow these steps to create and customize it. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
- **[Configure an Enhanced Web Chat Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&release=264.0.0&type=5)** Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security. - **[Branding Elements Guide for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.ec_brand_elements_2.htm&release=264.0.0&type=5)** Use branding tokens to match the look of your chat window to your website. Choose colors and fonts, and upload logos and avatars without any engineering effort. - **[Configure Custom Labels for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_labels.htm&release=264.0.0&type=5)** Customize the end user experience of Enhanced Chat by writing your own labels. Optionally, add custom labels for each of your supported languages. - **[Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5)** Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site. - **[Configure an Enhanced In-App Chat Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_mobile.htm&release=264.0.0&type=5)** Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it. - **[Configure a Custom Client Deployment for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_custom.htm&release=264.0.0&type=5)** To enjoy granular control of your web or mobile app messaging experience, create a custom client deployment for Enhanced Chat. While our web or mobile deployments rely on our web client and mobile SDK, a custom client deployment lets you deliver a highly customized UI with the Enhanced Chat REST API. # Customize and Extend the Field Service Mobile App with Lightning Web Components Lightning web components (LWCs) let you create your own experiences using Quick Actions to customize the app to meet your business needs. LWCs represent the best of the Salesforce platform, bringing modern web standards in performant, modular components that are easy to build. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
Watch the video to see how LWCs can let your mobile workers find nearby records, add images to a record, and reschedule an appointment directly from the Field Service mobile app. ## What Can I Do with LWCs in the Field Service Mobile App? You can create custom components that are accessed from the Actions menu. The Actions menu is available globally and on record detail pages. Lightning Web Components in Salesforce allow you to create a wide range of actions tailored to your specific needs. They are versatile and can function seamlessly even when mobile devices are offline. With LWCs, you can perform tasks such as adding annotations to images for service reports, ordering parts, contacting subject matter experts (SMEs), and creating custom dashboards for your mobile workers, as shown in the example image. ![technician dashboard opened in the mobile app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_lwc_dashboard.png) ## Work with LWCs Use the resources in the following table to learn about LWCs for the Field Service mobile app or find a partner who can help. | Task | Where to Find It | | --- | --- | | Learn about and develop with LWCs. | Salesforce Developers: [Lightning Web Components Developer Guide](https://developer.salesforce.com/docs/component-library/documentation/en/lwc) | | Get started with LWCs for mobile apps | Salesforce Developers: [Mobile and Offline Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/intro.htm) | | Get Started with LWCs for Field Service | Field Service Developer Guide: [Get Started with Lightning Web Components in the Field Service Mobile App](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/sfs_gs.htm) | | Find a Partner to help you develop with LWCs. | Find the right Salesforce expertise: [Salesforce Partners](https://findpartners.salesforce.com) | # Customize Appointment Booking Settings Users can schedule service appointments for a work order, work order line item, or other record by using the **Book Appointment** Chatter action. Customize this scheduling experience from the Field Service Admin app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Select **Scheduling** | **General logic**. 3. Enter a value for the Maximum days to get candidates or to book an appointment. The maximum horizon for the Book Appointment and Candidates actions is considered as long as the difference between the appointment's Earliest Start Permitted or current time (the later of these) and the Due Date, is longer then the maximum value set in this setting. Otherwise, this difference is used as the horizon. For example: - If the Earliest Start Permitted is in the future, the difference between this and the Due Date is 40 days, and the maximum days to get candidates or to book an appointment is set to 30 days, the horizon is the Earliest Start Permitted + 30 days. - If the Earliest Start Permitted is set to three days ago, the Due Date is set to 7 days ahead of the current time, and the maximum days to get candidates or to book an appointment is set to 20 days, the horizon is the current time + 7 days (until the Due Date). - If the Earliest Start Permitted is set to three days ahead of the current time, the Due Date is set to seven days ahead of the Earliest Start Permitted, and the maximum days to get candidates or to book an appointment is set to 30 days, the horizon is the Earliest Start Permitted until the Due Date (7 days). 4. Select **Global Actions** | **Appointment Booking**. 5. Configure your settings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use a scheduling policy without service objectives to improve performance if you aren’t using slot grades in appointment booking. If you’re using Enhanced Scheduling and Optimization, scheduling appointments using Book Appointments with a scheduling policy that doesn’t have service objectives is called gradeless appointment booking. In this case, appointment booking finds the first eligible candidate for each slot without having to grade all the possible options. When you’re not using Enhanced Scheduling and Optimization, appointment booking grades all the possible options. However, if you don’t have service objectives in the scheduling policy, the processing time is shorter.
Field Name Description
Default scheduling policy

The scheduling policy used to generate a list of arrival windows or time slots when a user clicks Book Appointment or Candidates in the feed. By default, these actions use the Customer First scheduling policy. This policy aims first to use the customer’s preferred service resources, then to schedule the appointment as soon as possible, and finally to minimize the resource’s travel time.

  • You can also change this setting on the Customize Appointment Booking page in Guided Setup.
  • Optionally, create a custom Scheduling Policy lookup field for an object and map it to the object on the Derivations tab in Global Actions. This way, records of that object type use the policy you selected rather than the default policy.
Default operating hours

The operating hours that determine the arrival window time slots that are offered to customers. Each appointment’s scheduled start falls within the arrival window requested by the customer.

By default, the Gold Appointments Calendar operating hours are used, which consist of two-hour time slots, Monday–Friday, from 9 AM to 5 PM. You can change the arrival window operating hours on the Customize Appointment Booking page in Guided Setup—which also lets you quickly define and preview your hours—or from the Operating Hours tab.

If different appointment booking windows are needed for different level of service, add entitlements to your work orders. For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours field on the entitlement, select the appropriate appointment booking window operating hours.

The Operating Hours records that represent appointment booking slots offered to customers (specifically, the slots that you’ve chosen for the Default Operating Hours setting and specified in the Entitlements records) are the only two specific instances where the Timezone field on the Operating Hours record is ignored. This approach ensures that you don’t need to create different appointment window Operating Hours records for each time zone in which you offer services. Instead, when you retrieve appointment booking slots, the scheduling engine considers the time zone of the service territory associated with the service appointment or work order that you're requesting slots for. This behavior ensures that your appointment booking slots are aligned with the relevant time zone.
Ideal grading threshold An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointments are shown in the Book Appointment action, appointments with a grade equal to or higher than the ideal grading threshold have an Ideal flag.
Recommended grading threshold An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointment times are shown in the Book Appointment action, appointments with a grade below the ideal grading threshold and equal to or higher than the recommended grading threshold have a Recommended flag.
Minimum Grade An appointment’s grade represents its adherence to the scheduling policy’s service objectives. Enter a value 0–100. When potential appointments are shown in the Book Appointment action, appointments below this value aren’t shown in the list.
Number of hours for initial appointment search If the difference between the earliest start permitted and due date is greater than this value, the appointment is displayed in an initial list while the search continues for additional candidates. This initial list provides some scheduling options so the call center rep has some slots to offer the customer while you’re waiting for all options to load.
Show grades explanation When this option is selected, clicking the info icon next to an option shows its score for each service objective in the applied scheduling policy. These scores are averaged to form the overall score.
Custom CSS (cascading style sheet) To customize the appearance of the Book Appointment and Candidates actions, enter a name of a CSS file.
Disable service territory picker in appointment booking Hide the service territory field in the Book Appointment action.
Pin three highest graded time slots to the top Highlight the three highest-graded time slots and pin them to the top of the list in a Golden Slots section.
Open extended view by default

Display appointment details in the extended view. When this option isn’t selected, users must click Show More Options to see the Earliest Start Permitted and Due Date fields.

For an appointment to be scheduled, the following information is required: scheduling policy, work type, earliest start permitted, and due date. While a service territory isn’t required, it’s recommended.
Automatically search for scheduling options

The global action automatically searches for available scheduling options and shows them while the record page is loading.

When the action runs automatically, it can update the record, making your layout or record page outdated. To avoid this, turn off this setting.
- **[Time Zones and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_time_zones.htm&release=264.0.0&type=5)** In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone. #### See Also - [Manage Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&release=264.0.0&type=5 "Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.") # Customize Auto-Responses in Messaging Channels Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up and edit Messaging channels: Configure Messaging
To view channels: View Setup and Configuration
To respect your customers’ time, we recommend keeping auto-responses short, around 1-2 sentences. An auto-response can’t exceed the [character limit](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5 "Before you get started with Messaging, review key limits and considerations.") for your channel type. 1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**. 2. Find your channel in the list. Click the down arrow on the right-hand side and select **Edit**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important In Enhanced Chat, clicking **Edit** shows only some of the channel settings. To edit additional auto-response settings, such as the required level of consent and language-specific keywords, click the channel name in the list of channels. 3. In the Automated Responses section, click ito edit the field for the type of messaging component that you want to send. 4. Search for and select your messaging component to insert it into the field. 5. Save your changes.
Field Description Example Required?
Conversation Acknowledgment

The reply sent to a customer’s initial message. It assures the customer that you received their message. In channels that require customers to opt in to receiving messages, the conversation acknowledgment is sent after the opt-in confirmation.

If a bot is in use, the Conversation Acknowledgment field is disabled because the bot responds to the customer’s initial message. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your Conversation Acknowledgment message.

 Thanks for your message. A service rep will be with you shortly. Just so you know, we record and track conversations to help improve your experience. No
Start Conversation The message sent to a customer when a service rep joins the conversation. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your Start Conversation message. Hello, how can I help you today? No
End Conversation The message sent to a customer when the service rep or customer ends the conversation. In Enhanced Chat and Enhanced Messaging channels, create an auto-response messaging component to use as your End Conversation message. Thanks again for contacting us. We appreciate your business. No
Inactive Conversation (Enhanced Messaging and Enhanced Chat channels only) The message sent when a conversation is automatically marked inactive after a specified period of inactivity. Create an auto-response messaging component to use as your Inactive Conversation message. It looks like you’re busy, so we’re going to help another customer now. No
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip In addition to customizing auto-responses, save service reps time during messaging sessions by giving them predefined “quick text” messages. Examples include greetings, answers to common questions, and descriptions of company policies. Quick text can include merge fields, line breaks, and special characters, and is a great way to standardize your company messaging. #### See Also - [Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5 "With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).") - [Create and Send Auto-Response Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5 "Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.") - [Standardize Responses with Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&type=5&language=en_US) - [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html) - [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html) # Customize Automatic Task Creation Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
Sales Engagement must be enabled for this feature to be visible. By default, if the Sales Engagement automatic task creation feature is enabled, all outgoing calls generate associated tasks. This action allows you to customize which calls generate tasks by limiting auto-creation to calls initiated from Sales Engagements, To Do List, and Work Queue. 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, depending on your telephony model. 2. Turn on **Limit Automatic Task Creation**. # Customize Call Controls and Voice Extensions Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click **More**. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin

OR

Salesforce Voice Delegated Contact Center Admin
To view the Partner Telephony Contact Centers page:

Customize Application AND Manage Call Centers

OR

Salesforce Voice Delegated Contact Center Admin
To create and manage a contact center:

Salesforce Voice Contact Center Admin (Partner Telephony)

OR

Salesforce Voice Delegated Contact Center Admin
After you use Lightning App Builder to create a custom voice extension as a Lightning page, add it to your contact center so it’s available to reps. 1. From Setup, in the Quick Find box, enter Contact Center, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony model. 2. Select the contact center you want to add a voice extension for, and then click **Edit**. 3. In **Voice Extension**, choose your Lightning page. 4. If you want reps to access the voice extension before, during, and after calls to support various work, click **Always Show Voice Extension**. Otherwise, the extension only appears during calls. By default, **Always Show Voice Extension** is turned off. 5. Click **Save**. If your Voice extension isn’t updated to support pre- or post-call work, it can show errors or show as empty. Disable your extension until you update it to show properly. #### See Also - [Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&type=5&language=en_US) # Customize Call Journeys with Amazon Connect Flows Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
Before you customize them, test them by making inbound and outbound calls, transferring calls, and requesting callbacks. After you verify that they work, customize them to implement your business logic and improve your customers’ experience. #### See Also - [Amazon Connect Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) # Customize Call Routing By default, calls are routed to the default Voice Call queue, SCV Basic Queue, using the default routing configuration, Default for Voice. You can customize this behavior such that Omni-Channel routes calls to different queues or to specific reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route calls. To set up reps with their own number for direct inbound and outbound calls, assign each rep in your contact center a direct inward dialing (DID) phone number. Finally, to use Salesforce to handle voice call routing alongside other channels, set up Unified Routing with Omni-Channel. ### Required Editions Unless otherwise stated, these articles apply to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
- **[Understanding Routing for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_understanding_routing.htm&release=264.0.0&type=5)** When you deploy Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) , you can choose from multiple routing strategies to manage how calls are directed to reps. Understanding these options helps you select the best approach for your organization. - **[Route Calls to Queues](https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&release=264.0.0&type=5)** Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios. - **[Route Calls with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5)** Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels. - **[Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5)** Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls. - **[Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5)** Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity. # Customize Case Hovers in Lightning Experience Case hovers give users a sneak peek at the details of a case, including the description and the latest update. Case hovers are enabled by default and appear whenever you hover over a case number, except in list views. For users who work with cases all day, these hovers can save valuable time. ### Required Editions
View supported editions.
User Permissions Needed
To customize compact layouts: Customize Application
To view compact layouts: View Setup and Configuration
Case hovers work in all Lightning apps, including apps with standard navigation and console navigation. These hovers are specific to cases only and don’t work for any other objects. To make sure that your users get the most out of case hovers, you can edit the case’s compact layout to customize which fields appear in the hover. There are three sections in the case hover: title and top fields, description, and the latest update. Title and Fields The top section of the hover displays the same information that’s displayed in the case’s Highlights Panel in the case record home. Only the first five fields are displayed. The first field is displayed at the title of the hover. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Highlights Panel and the case hover use the same compact layout. When you customize the compact layout, you affect both the Highlights Panel and the case hover. To customize the title and fields displayed in the case hover, edit the case’s compact layout. 1. From Setup, at the top of the page, select **Object Manager**. 2. Select **Case** and then click **Compact Layouts**. You can create a new compact layout or edit the default layout. 3. Add the fields that you want displayed in the hover. Keep in mind that the hover displays only the first five fields, and the first field becomes the title. We recommend using the Subject as the first field in your compact layout. 4. Sort the fields by selecting them and clicking **Up** or **Down**. The order you assign to the fields determines the order in which they display. 5. Save the layout. 6. If you created a new layout, click **Compact Layout Assignment** to set the compact layout as the primary compact layout for the object. You can’t customize the description and latest update sections. Description Displays the case’s description. If a case doesn’t have a description, the hover doesn’t include this section. Latest Update The Latest Update section of the hover displays the latest post or the most recent activity on the case feed. The case feed’s sort order determines which one is displayed in the hover. Whenever you change the sort order in a case feed, the hover is updated too. However, case feed filters don’t affect what’s displayed in the case hover. For example, if you filter a case feed for emails, the case hover still shows the latest update even if it’s not an email. To make sure that your users see the same latest update in the hover and on the case record page, use the Chatter component in the Lightning App Builder when editing your page. If instead you use the Chatter Feed component and filter it to display only certain feed types, your users will see inconsistent updates when looking at the record page versus the hover. The Latest Update section can display only one post. All post types are supported. For example, if the latest post was a post from a social channel like Facebook, that’s what displays in the hover. Here’s what the default case hover looks like. ![Screen shot of a case hover.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_hover_lex.png) # Customize Case Page for Proactive Customer Operations Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To edit a Lightning record page: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The **Related Incidents** and **Related Incidents Banner** components are automatically available on the case page in all orgs created after the Winter '27 release. If the components aren't already on your case page, add them in the Lightning App Builder. For how to open and edit a Lightning record page, see [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US). 1. Open a case record, and from the Setup menu, select **Edit Page**. 2. In the Lightning App Builder, drag the **Related Incidents** component to the region where you want service reps to relate cases. Reps use the Related Incidents component to relate cases to incidents manually. To let reps use AI-based incident recommendations instead, set up the Service Assistant and add the Service Assistant component. See [Set Up the Service Assistant for Incident Recommendations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_sa.htm&release=264.0.0&type=5 "Set up the Service Assistant to provide AI-based incident recommendations for cases. The Service Assistant uses Data Cloud to compare new cases with open incidents."). 3. Drag the **Related Incidents Banner** component to the top of the page. The banner tells reps when a case is related to active incidents, and links to those incidents. 4. Click **Save**, and then activate the page. # Customize Case Sharing Settings Your sharing model for cases determines the access your users have to cases that other users own. Review the options before choosing a sharing model that fits your needs. ### Required Editions
View supported editions.
First, decide how much to limit access to cases. For example, do you want users to be able to view or update cases that they don't own? Choose one of these sharing models. - Public Read/Write/Transfer: Users can view, edit, and transfer ownership of any record. - Public Read/Write: Users can view and edit any record, regardless of owner, but can't change the owner of a record. - Public Read Only: Users can view any record but only edit ones they own. - Private: Only case owners, their managers, and administrators can view and edit their cases. Be aware of how your sharing model affects your case queues. For example, in a Private sharing model, only queue members and their direct reports can view or take ownership of cases owned by a queue. In a Public Read/Write or Public Read Only sharing model, all users can view records owned by a queue but only queue members can take ownership of them. 1. From Setup, enter Sharing Settings in the Quick Find box, then select **Sharing Settings**. 2. Click **Edit** next to Organization-Wide Defaults. 3. Choose a sharing model for Default Internal Access for the Case object. 4. Save your changes. # Customize Chat Window Branding for a Experience Site Select the chat window colors and font to reflect your company’s brand identity on an Experience Cloud site. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To customize chat window branding colors, images, and fonts on an Experience site, use the settings in the Embedded Chat component. 1. From the Experience Builder make sure that your chat window is selected. Navigate to the Theme tab. ![Snap-ins communities theme](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_communities_theme.png) 2. Select the colors for your chat window. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For Experience sites, Action Color maps to the Brand Primary and Brand Secondary colors for web chat windows. Text Color maps to the Contrast Primary color for a web chat window. 3. Select your font and add images to your chat window: - Agent Avatar (recommend 40 px by 40 px) - Logo (recommend 36 px by 36 px) - Pre-Chat Background (recommend 320 px by 100 px) - Waiting State (recommend 250 px by 60 px) 4. **Save** your site. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note These branding tokens are created in Embedded Service Setup and automatically pass to your site: width, height, header text, and header alternate. #### See Also - [General Embedded Service Branding](https://help.salesforce.com/s/articleView?id=service.snapins_chat_branding.htm&release=264.0.0&type=5 "Select the colors and font used in your chat window to reflect your company’s brand identity.") # Customize Command Center for Service for Voice At this point, you've already enabled Command Center for Service. It works. Now it's time to customize Command Center for Service to meet your needs. For example, to provide faster and better service to your customers, enable supervisors to change reps’ queues and skills. Add actions to the Command Center for Service tabs. To change what a group of supervisors sees in Command Center for Service, set up a supervisor configuration. And, to give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
For more information about these tasks, see [Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5&language=en_US). # Customize Derivation Settings Use derivations to map the fields on standard objects to fields required for scheduling, including the Address and Service Territory (where), start and end times (when), Scheduling Policy (how), and Work Type (what). ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Choose any object and map fields from the record where the action is used so that the values are automatically derived to the Work Order and Service Appointment created through that action. Set default values from the object to the global action interface and override the values. Derivations apply to all field service scheduling actions of Appointment Booking, Get Candidates, and Emergency Dispatch. Field mapping isn’t required, but mapping all fields helps ensure that the appointment is scheduled properly. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab.You can only map to the fields listed on the Field Service Settings tab. Use process automation to set additional fields. 2. Select **Global Actions** | **Appointment Booking**. 3. From the dropdown, select an object and click **Add Object**. After you select the object, you can select fields from the source object to map to the service appointment fields listed on the Field Service Settings tab. # Customize Einstein Email Summaries Prompts Work Summaries for Email works out of the box, but you can customize its prompt based on your business needs. ### Required Editions
View supported editions.
User Permissions Needed
To use and access Work Summaries:

Work Summaries User AND Execute Prompt Templates
To create or edit an Email Summaries prompt template:

Prompt Template Manager permission set

  • Manage Prompt Templates

  • Execute Prompt Templates
To use this feature, you need Email-to-Case, Einstein Generative AI and Work Summaries enabled. 1. In Setup, use the Quick Find box to open the Prompt Templates page. Open the Service Email Summary template. 2. In Prompt Builder, click **Save as a New Template**. 3. In the Prompt Template Workspace, rewrite the first sentence to suit your preferences. You can also specify the number and length of sentences you want for single emails and for email chains. For example, you can specify that you want 5 concise sentences. Do not alter the portions of the text in the red box below: **Summarize **, **Summarize **, or **EMAIL\_CHAIN: Input\_emails\_data**. ![The Prompt Template Workspace highlighting the portions of the prompt to leave unaltered.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/edit_email_prompt.png) If you have multiple active Service Email Summary templates, Einstein uses the one that was modified most recently. To use the original prompt, deactivate or delete the other templates. # Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links. ### Required Editions
View supported editions.
User Permissions Needed
To send emails: Send Email
## Accessing the Editor The rich text editor appears when you click **Email**, or **Answer Customer** and then **Email**, in the publisher on the Case Feed. You don't see the editor if: - Your administrator hasn't enabled it. - You used the plain text editor the last time you wrote an email in Case Feed. Click the toggle icon ![Toggle Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/rich_text_editor_toggle.png) to switch to rich text. ## Tips on Using the Rich Text Editor - The rich text editor is available only for the Email action. - If you enter HTML and other kinds of markup in the editor, it doesn't render when you send a message. - To delete a message, click ![Delete Button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/rich_text_editor_clear.png). # Customize Embedded Chat Labels Create your own custom labels and manage the label language for your Embedded Chat deployment. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Custom labels are created within an individual deployment. Each Chat State has a set of default labels to customize your support needs and to match your website’s tone. ![A diagram showing chat states including: pre-chat, waiting to chat, chat in progress, post-chat, and offline support.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_label_states.png) Also, a General section covers labels that appear throughout the chat process. To create your custom labels, follow these steps: 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. To select the Embedded Service deployment that you want to work with, click the arrow next to the deployment name, and then select **View**. 3. Click **Edit** next to Chat Settings. 4. In the Additional branding section, click **Edit**. 5. Click the **Labels** tab. Organized by Chat State, each Label Group focuses on a step in the chat window for the state. ![Snap-ins custom label setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_custom_labels.png) 6. Select your Chat State and Label Group to create custom labels. 7. Under Customized Label, enter new labels for your embedded component. The preview highlights where the selected label appears in the chat window. 8. Save your customized labels before moving to another Chat State or Label Group. 9. To close the window, click **Finish**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Some labels appear in multiple Chat States, so what you change can be reflected in other Label Groups. To return labels to the default choice, use the arrow at the end of each line. The Language column indicates the language that each customized label was originally written in. To reset your customized labels, click the arrow next to the label type. Then select **Reset to Default**. ![Custom labels setup screen with languages shown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_custom_labels_language.png) #### See Also - [Translate Your Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_localization.htm&release=264.0.0&type=5 "The primary language for a chat window is set in your embedded code snippet. An extra step in Translation Workbench is required for custom labels or platform-only languages.") - [Customize the Embedded Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_prechat_form.htm&release=264.0.0&type=5 "Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form.") - [Customize the Embedded Chat Offline Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_offline_support_form.htm&release=264.0.0&type=5 "Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required.") # Customize Enhanced Chat v2 Deployment Settings Review the settings available to you on the Deployment Settings page for your Enhanced Chat v2 Deployment. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
| Category | What it does | | --- | --- | | Settings | Choose whether to show “Powered by Agentforce” in the chat footer. | | Branding | Cutomize colors and images. | | Custom Labels | Customize and translate UI labels. | | Code Snippet | Copy your code snippet so you can paste it into your website. | | Test Enhanced Web Chat | Test your chat experience. | # Customize Entitlement Process Fields If you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure that support reps can see and interact with entitlement processes. ### Required Editions
View supported editions.
User Permissions Needed
To edit page layouts: Customize Application
1. Add these fields to case and work order page layouts.
Field Description
Timeline (available only on case page layouts)

How far along a case is to reaching an entitlement process’s milestones. You can click or hover your mouse pointer over each milestone to view its details. These icons represent milestones:

  • Completed milestone icon Completed milestone
  • Violated milestone icon Violated milestone

You can drag the Handle icon (Handle icon) along the Timeline Zoom tool to view past and future milestones. If an entitlement process applies to the case, this field appears.
Stopped

Lets you stop an entitlement process on a record, which might be necessary if you’re waiting for a customer’s response.

Tip
Tip If you want to use this feature, give your support reps access to the field through field-level security.

If a case is stopped and a user doesn’t have access to the Stopped field, the Case Milestone component in Lightning Experience continues to track time for them, even though the timer is paused.

Until the Stopped field is updated (unpaused), each time the user refreshes the case record, the milestone timer restarts from the current local time. If this is happening, the user might not have access to the Stopped Since field. Make sure that this field is also added and available to your support reps so that the time remains paused from the time it was Stopped last.

Don’t confuse your users; give them access to the Stopped and Stopped Since fields.
Stopped Since

The date and time the entitlement process was stopped on the record.

Tip
Tip If you want to use the Stopped feature, make sure that the Stopped Since field is also added to the page layout and that your support reps have access to this field through field-level security.
2. Save your changes. # Customize Entitlements Customize entitlement fields and page layouts based on your business needs and how your support reps work. ### Required Editions
View supported editions.
User Permissions Needed
To edit page layouts and set field history tracking: Customize Application
1. **Customize entitlements fields.** This customization lets you control what information users add to entitlements. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Create custom entitlement fields that are specific to your industry or your support processes. For example: - Customize the values for the Type field to match the types of entitlements your team provides or sells, like online support or online training. - If your business charges for entitlement renewals, create a currency field on entitlements named Cost to Renew. 2. **Customize entitlement page layouts.** This customization lets you specify which fields and related lists users see on entitlements. Consider making the following customizations: - Add the Status Icon field so users can easily see whether the entitlement is active, expired, or inactive. - Add the Cases, Contacts, and Work Orders related lists so users can: - View cases, contacts, and work orders associated with entitlements - Create cases or work orders automatically associated with the correct entitlements - Add contacts to entitlements - Add the Work Orders Per Entitlement and Remaining Work Orders fields so users can track how many work orders were agreed to and how many are still available. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the Entitlement Templates related list isn’t available on product page layouts. 3. **Set field history tracking on entitlements.** This customization lets you see when field values were changed. Changes are listed in the Entitlement History related list on entitlements. From the object management settings for entitlements, go to the fields section and click **Set History Tracking**. 4. **Customize other objects’ page layouts.** - Add the Entitlement Name lookup field to case and work order page layouts. This field lets users add entitlements to cases or work orders. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To let a user create cases from entitlements or change a case’s assigned entitlement, make the Entitlement Name field on cases editable for their profile. - Add the Entitlements related list to other objects’ page layouts: | Add the Entitlements related list to this object’s page layouts... | So users can view and create entitlements when... | | --- | --- | | Accounts | Any contact on the account is eligible for support | | Contacts | Specific contacts are eligible for support | | Assets | Specific assets (purchased products) are eligible for support | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the Entitlements related list isn’t available on Contacts. 5. **Make the Entitlements tab visible in Salesforce and any custom apps.** The Entitlements tab is where users create and edit entitlements. Add the tab to an app or instruct your users to add it to an existing tab set in Salesforce. To see the Entitlements tab, users need the “Read” permission on entitlements. # Customize Field Mappings for Jamf Discovery Customize the Jamf field mappings to capture Jamf data that isn't mapped by default. Map additional Jamf attributes to CMDB fields to keep discovered device data aligned with your organization's needs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
To edit and activate the integration flow: Manage Flow
To create custom fields on a configuration item type: Customize Application
- Create a Jamf Pro discovery target. See [Create a Discovery Target for Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_jamf_trgt.htm&release=264.0.0&type=5 "Create a Jamf Pro discovery target to bring managed Apple device data into CMDB. Keep endpoint Configuration Items (CIs) accurate and up to date. Configure the integration connection, review field mappings, and run discovery using Salesforce Flow. Populate CMDB with managed Mac computer and mobile device data, and support IT operations that rely on accurate CI data."). - To capture a Jamf attribute that isn't mapped by default, create a custom field on the CI type, and note its API name. For more information, see [Create a Configuration Item Type](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_citype.htm&release=264.0.0&type=5 "Define a new configuration item (CI) type to represent a specific asset category in Configuration Management Database (CMDB). Each CI type includes required attributes, relationships, and rules that apply to the assets it manages."). Jamf field mappings are defined in the transform elements of the integration flow, not on the Field Mapping page in the target setup flow. Each Jamf target has two flows: a Compute flow and a Mobile flow. For more information, see [Create or Modify a Flow](https://help.salesforce.com/s/articleView?id=sfdo.gm_create_modify_flow.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note - Custom mappings that you add in a flow don't appear on the Field Mapping page. The page always shows the default mappings. - Custom mappings apply only to the target whose flow you edit. If you create another target, recreate the mappings in its flows. 1. Open the Jamf discovery flow for the device category that you want to change. | Flow | Device Category | | --- | --- | | Compute flow | Mac computers and their installed software. | | Mobile flow | Mobile devices and their installed software. | 2. In the flow, select the transform element for the data that you want to map. To change software mappings, select the transform element for installed software. For more information, see [Transform Element](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_transform.htm&type=5&language=en_US). 3. Map the Jamf attribute to the CMDB field. To capture an attribute that isn't mapped by default, map the attribute to the custom field that you created. 4. Save the flow as a new version, and then activate the new version. After you activate a new flow version, the next run syncs all devices instead of only the devices that changed. If you turn the target off and on, the next run also syncs all devices. # Customize Field Service Appointment Chatter Settings In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Field Service mobile app’s Feed tab is supported for work orders and work order line items, but not for service appointments. This means that app users can’t see posts on a service appointment’s feed unless they know to navigate to the appointment from its associated work order. Posting Chatter posts to the parent record’s feed boosts their visibility for mobile app users. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note As of Spring ’26, Chatter is disabled by default in new Salesforce orgs. To use the Field Service Managed Package, you must [Enable Chatter](https://help.salesforce.com/s/articleView?id=experience.collab_enable.htm&type=5&language=en_US) in the Chatter Settings page in Setup. ## Customize Dispatch Chatter Settings When an appointment’s status changes to Dispatched, the assigned resource is notified in a Chatter post. Control where these messages are posted. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatch** | **Scheduled Jobs**. 3. In the Dispatch Chatter Post Destination field, select **Service Appointment Feed** (the default option) or **Parent Record Feed**. 4. Save your changes. ## Customize Emergency Chatter Settings When a service resource is assigned to an emergency service appointment, they're notified in a Chatter post. Control where these messages are posted. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Global Actions** | **Emergency Wizard**. 3. In the Emergency Chatter Post Destination field, select **Service Appointment Feed** (the default option) or **Parent Record Feed**. 4. Save your changes. ## Customize Gantt Chatter Settings A dispatcher can write a Chatter message for a service appointment from the Gantt by selecting **Chatter** | **Custom message** in the appointment’s action menu. Control where these messages are posted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To access Chatter from the Gantt, feed tracking must be enabled for the Service Appointment object. See [Customize Chatter Feed Tracking](https://help.salesforce.com/s/articleView?id=experience.collab_feed_tracking.htm&type=5&language=en_US). 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI**. 3. In the Gantt Chatter Post Destination field, select **Service Appointment Feed** (the default option) or **Parent Record Feed**. 4. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To turn on in-app notifications for mobile app and Lightning Experience users, see [Enable Field Service](https://help.salesforce.com/s/articleView?id=service.fs_enable.htm&release=264.0.0&type=5 "Enable Field Service to start using Field Service features."). #### See Also - [Chatter in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_chatter.htm&release=264.0.0&type=5 "Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed tab.") - [Schedule Emergency Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5 "In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.") # Customize Fix Overlap Scheduling Settings Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Scheduling** | **Dynamic Gantt**. 2. Under **Fix Overlaps**, configure the following settings.
Setting Description
When attempting to fix overlaps
  • Schedule to original resource only: Assign rescheduled appointments only to the original assigned resource.
  • Schedule to all resources: Consider all qualified service resources when rescheduling appointments.
After unscheduling services reschedule them by Choose whether unscheduled appointments are rescheduled in order of priority or in the original schedule’s order.
When unable to find a valid schedule for an appointment
  • Leave on Gantt and set In-jeopardy: If an appointment can’t be rescheduled without breaking work rules, leave the appointment in its original time slot with an In Jeopardy flag.
  • Unschedule the appointment(s): If an appointment can’t be rescheduled without breaking work rules, unschedule the appointment and remove it from the Gantt.
  • Reshuffle other assignments: If an appointment can’t be rescheduled without breaking work rules, use the Reshuffle action. This action reschedules appointments to favor high-priority appointments. To learn more, see Reshuffling Service Appointments in Field Service. If the Fix Overlaps feature is in use, the Reshuffle other assignments option is only partially supported for the setting: When unable to find a valid schedule for an appointment. If more than one appointment is dropped from the schedule during a Fix Overlaps operation, only one of the appointments is reshuffled.
#### See Also - [Fix Field Service Scheduling Overlaps from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US) - [Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&type=5&language=en_US) # Customize Icons and Colors for Reports Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation fields. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To configure the Field Service managed package: Customize Application
To customize icons and colors for reports: Custom permission set: FSL Admin Permissions
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI** | **Map**. Under Report Styles, select a report. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can select a report only if it’s available in the Field Service Reports folder. See [Reports and Dashboards](https://help.salesforce.com/s/articleView?id=analytics.analytics_overview.htm&language=en_US). Only reports with geolocation fields are shown. 3. Select a color and an icon for the report, then click **Add Report**. ![Choose icons and colors for mapping your reports.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_customize_reports.png) 4. Click **Save**. 5. From the App Launcher, find and open the **Field Service** app. To open the Classic Dispatch Console, click the **Field Service** tab. 6. Click **Map** | **Map Layers** | **Reports**. 7. Select a report and click **Add Layer**. ![View your reports on the map using customized colors and icons.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_customize_reports_map.png) If you decide not to use customized icons and colors for your reports, they are mapped using the default style for that object type. # Customize Incident and Change Request Pages for Proactive Customer Operations Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages. ### Required Editions
Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To edit a Lightning record page and customize page layouts: Customize Application
Impact analysis populates these lists. Impacted assets require a Configuration Management Database (CMDB). To set up your CMDB, see [Provision CMDB and Service Graph for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_provisioning.htm&release=264.0.0&type=5 "Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The **Impacted Accounts**, **Impacted Contacts**, and **Impacted Assets** related lists, and the **Impacted Account Count** and **Linked Case Count** fields, are automatically available on the incident and change request pages in all orgs created after the Winter '27 release. You add these lists and fields in two places. Add the **Impacted Contacts Related List** component to the Lightning record page in the Lightning App Builder. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the page layout in Object Manager. For how to open and edit a Lightning record page, see [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US). 1. Open an incident record, and from the Setup menu, select **Edit Page**. 2. In the Lightning App Builder, add the **Impacted Contacts Related List** component to the tab that holds the related lists. 1. Switch to the Related Lists tab. 2. From the left panel, drag the **Impacted Contacts Related List** component onto the Related list tab area, where you want IT teams to review the contacts an incident affects. 3. Click **Save**, and then activate the page. 4. Add the Impacted Accounts and Impacted Assets related lists and the count fields to the incident page layout. 1. From Setup, go to Object Manager. 2. Search for and select **Incident**. 3. Click **Page Layouts**, and select the page layout. 4. In the palette, select **Related Lists**, and then drag **Impacted Accounts** and **Impacted Assets** to the Related Lists section. 5. In the palette, select **Fields**, and then drag **Impacted Account Count** and **Linked Case Count** to the page. 6. Save your changes. 5. Repeat these steps for the change request record page. Impact analysis and the impacted accounts, contacts, and assets work the same for a planned change request as for an incident. For a Change Request, you cannot add a Linked Case Count field. # Customize Inventory Settings in Field Service To control how your team manages inventory, customize page layouts and assign user permissions. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To edit page layouts and set field history tracking: Customize Application
To create and edit users: Manage Internal Users
1. Assign user permissions. | Users Who Will... | Need These Permissions | | --- | --- | | Enable Field Service | Customize Application | | View the Locations, Products, Product Items, Product Requests, Product Transfers, Return Orders, or Shipments tab and records | Read on the object | | Create, edit, or delete locations, products, product items, product requests, product transfers, return orders, or shipments | Create, Edit, or Delete on the object | | Add products required to work orders, work order line items, or work types | Edit on work orders, work order line items, or work types | | Create, edit, or delete products consumed on work orders or work order line items | Create on work orders AND Read on product items | | View product item transactions | Read on product items | | Edit product item transactions | Edit on product items | | Create addresses for locations | Create on Addresses | 2. Customize the fields and related lists on the following objects’ page layouts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup, select **Rename Tabs and Labels**, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations for Inventory Management
Location
  • Arrange the fields.
    Note
    Note
    • Add the Inventory Location field so you can track where inventory is stored.
    • Add the Mobile Location field so you can flag mobile locations such as service vehicles.
    • If you plan to create location hierarchies, add the Parent Location field, and optionally the read-only Root Location and Hierarchy Level fields.
    • Optionally, customize the values in the Location Type field. Its out-of-the-box values are Warehouse, Van, Site, and Plant.
  • Confirm that your layout includes the desired related lists:
    • The Addresses related list shows addresses related to the location, such as billing and shipping addresses.
    • The Assets related list shows assets at the location.
    • The Associated Locations related list shows related accounts.
    • The Child Locations related list shows locations within the location, such as vehicles which are parked at a warehouse when not in use.
    • The Maintenance Plans related list shows maintenance plans linked to the location.
    • The Product Items related list shows product items (inventory) stored at the location.
    • The Product Transfers (Source) related list shows product transfers that originated at the location.
    • The Product Transfers (Destination) related list shows product transfers in which items were transferred to the location.
    • The Service Territory Locations related list shows related service territories, which usually indicates that the location is within the territory.
Address
  • Arrange the fields, which appear in the Addresses related list on locations.
  • Optionally, customize the values in the Address Type field. Its default values are Mailing, Shipping, Billing, and Home.
Associated Location

Associated locations let you associate multiple accounts with one location. For example, a shopping center location may have multiple customer accounts.

  • Arrange the fields, which appear in the Associated Locations related list on locations and accounts.
Product
  • Confirm that your layout includes the following related lists:
    • The Product Items related list shows product items that track the storage of the product in an inventory location.
    • The Return Order Line Items shows return order line items that track the return or repair of the product.
  • Define values for the Quantity Unit of Measure picklist field, which comes with one value (Each). These values are reflected in the Quantity Unit of Measure field on product items, product request line items, product transfers, products consumed, and products required.
    1. From Setup, enter Products in the Quick Find box, then select Fields under Products.
    2. Click Quantity Unit of Measure.
    3. In the Quantity Unit of Measure Picklist Values related list, click Edit to change the default or New to add values. For example, you may need values like Kilograms or Liters.
    4. Save your changes.
Product consumed Arrange the fields that appear in the Products Consumed related list.
Product item
  • Arrange the fields.
  • Confirm that your layout includes the following related lists.
    • The Product Item Transactions related list automatically tracks the replenishment, consumption, and adjustment of product items.
    • The Product Transfers related list shows transfers of the inventory.
Product item transaction Arrange the fields that appear in the Product Item Transactions related list.
Product request
  • Arrange the fields.
  • Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
  • Confirm that your layout includes the following related lists.
    • The Product Transfers related list shows transfers that are created to fulfill the request.
    • The Product Request Line Items related list shows the request’s line items (each associated with a product).
    • The Return Orders related list shows return orders associated with the request.
Product request line item
  • Arrange the fields.
  • Optionally, customize the Status field values. The default values are Draft, Submitted, and Received.
  • Confirm that your layout includes the following related lists:
    • The Product Transfers related list shows transfers created to fulfill the request.
    • The Return Order Line Items related list shows return order line items associated with the product request line item.
Product required Arrange the fields that appear in the Products Required related list.
Product transfer
  • Arrange the fields. The default layout includes only some of the available fields.
  • Optionally, customize the Status field values. The default values are Ready for Pickup and Completed.
  • Confirm that your layout includes the Product Item Transactions related list, which automatically tracks the replenishment, consumption, and adjustment of the product items being transferred.
Return order
  • Arrange the fields.
  • Confirm that your layout includes the following related lists:
    • The Product Transfers related list shows product transfers related to the return
    • The Return Order Line Items related list shows subdivisions of the return, each associated with a specific product
    • The Work Orders related list shows work orders related to the return
    • The Work Order Line Items related list shows work order line items related to the return
Return order line item
  • Arrange the fields.
  • Confirm that your layout includes the following related lists:
    • The Product Transfers related list shows product transfers related to the return
    • The Work Orders related list shows work orders related to the return
    • The Work Order Line Items related list shows work order line items related to the return
Shipment
  • Arrange the fields.
  • Optionally, customize the Status field values. The default values are Shipped and Delivered.
  • Confirm that your layout includes the Product Transfers related list, which shows transfers that the shipment fulfills.

Work order

Work order line item

Confirm that your layouts include the following related lists.

  • The Products Required related list shows products needed to complete the work.
  • The Products Consumed related list shows product items used to complete the work.
  • The Product Requests related list shows product requests created to ensure that the assigned service resources have the parts they need to complete the work.
  • The Product Request Line Items related list shows product request line items associated with the work.
  • The Return Orders related list shows return orders associated with the work.
  • The Return Order Line Items related list shows return order line items associated with the work.
3. Make the following tabs visible to your users: - Locations - Products - Product Items - Product Requests - Product Request Line Items - Product Transfers - Return Orders - Shipments You can add the tabs to a custom app or instruct users to add them in Salesforce. #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Location Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5 "Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") # Customize Keyboard Shortcuts for a Salesforce Console in Salesforce Classic Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys instead of having to use a mouse. ### Required Editions
User Permissions Needed
To customize keyboard shortcuts for a Salesforce Console: Customize Application
If a console is set up, several default keyboard shortcuts are automatically turned on and available for customization. For example, pressing keys to open and close tabs, move between tabs, and save records. Before you can create custom shortcuts, a developer must define the shortcut’s action with the `addEventListener()` method in the Salesforce Console Integration Toolkit. You can only create shortcuts for actions performed inside of a console. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Click **Edit** next to a Salesforce console app. 3. Click **Customize keyboard shortcuts**. 4. Click **Edit** on the top of the page. 5. Click **Edit** to customize an existing shortcut, or click **+Add Keyboard Shortcut** to create a new one. When creating a new shortcut, you must add a Console Event Name, which is a unique identifier for the key commands, and then send the event name to the developer who defined the shortcut’s action so that he or she can add it to the method that will trigger the shortcut. You can’t delete the default shortcuts, but you can edit or deactivate them. 6. Click **Save**. After you customize or create shortcuts, notify users assigned to a console about the new actions they can perform. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can have up to 144 shortcuts for each console, which includes the default shortcuts and any that you create. If you create or customize keyboard shortcuts that include standard browser shortcuts, such as Ctrl+F, your shortcuts might not work as intended. Keyboard shortcuts aren’t case sensitive, even when you press Shift before a letter key. For example, Shift+b is the same as Shift+B. If Ctrl, Alt, or Shift is in a keyboard shortcut, the sequence of those keys doesn’t matter. For example, Ctrl+Alt+A is the same as Alt+Ctrl+A. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip You can include as many keys in a shortcut as you want, but we recommend that you limit a shortcut to three keys so that users can remember it. Console users can press Shift+K to view an overlay with a list of all console shortcuts. #### See Also - [Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_keyboard_shortcuts.htm&release=264.0.0&type=5 "Keyboard shortcuts let you quickly perform actions by pressing keys instead of having to use a mouse.") - [Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_keyboard_shortcut_ref.htm&release=264.0.0&type=5 "These shortcuts are automatically available for a console, and an administrator can customize or turn them off. The shortcuts aren't supported in Lightning components used in Classic Salesforce Consoles.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") # Customize Labels and Translations for the Channel Menu Customize the text that appears in the channel menu on your website or Experience Cloud site. You can use the existing default labels or create custom labels for your menu header and channel names. Additional steps are required for translated labels. ### Required Editions
View supported editions.
User Permissions Needed
To set up a channel menu: Customize Application AND Modify Metadata
Here’s a side-by-side comparison of a channel menu before and after light branding. The button and header background colors were changed in Branding. The Header text and Menu Item text was changed in Labels. ![Side-by-Side comparison of Channel Menu before and after customizing the header and menu item labels.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_labels.png) 1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click the name of the channel menu you want to edit. 3. In the Labels section, click **Edit**. 4. To change your default names, select **All** in the Label Group and **Standard** in Label Type. 5. Enter your custom label text for each default label. 6. Save your work before moving to a new Label Group or Label Type. 7. Your updated labels appear in the Preview window. ![Edit page for Channel Menu labels.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_labels_2.png) 8. Click **Finish**. If you don’t see the language you need in the Language field for your labels, add and activate languages for translation on the Translation Language Settings page in Setup. The translation function isn't available in single-language Salesforce orgs. In addition, the admin must authorize a logged-in user to translate labels in a specific language. # Customize Lightning Pages for Lightning Console Apps Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them. ### Required Editions
User Permissions Needed
To create and save Lightning pages in the Lightning App Builder: Customize Application
To create custom Lightning pages, head over to the Lightning App Builder. When you’re done customizing your Lightning page, assign the page to your console app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note In Lightning Experience, you control the appearance of your components differently than in Salesforce Classic. - Size—The page template for your record page determines the size of the component region. For example, the Three Regions page template provides a main region width of 50%, and the side region widths are each 25%. When you drag a component to a side region, its size is 25% of the screen’s width. To view the available page templates, create a page in the Lightning App Builder. - Presentation—To stack components, drag components onto a page region. To use tabs, first drag the Tabs component onto the page, then drag components into the individual tabs. To group components in collapsible sections, drag the Accordion component onto the page, then add components into each section. The following templates and components are useful in Lightning console apps. ## Record Page Templates The Three Regions template and the pinned region templates are designed with Lightning console apps in mind. They feature a main region and two sidebars with fixed proportional widths. The main region is 50%, and the side region widths are each 25%. Three-region templates require more screen width to display correctly. Three-region templates can display incorrectly on certain devices or monitors with low resolutions. Use the console pinned region templates to let your console users view and work with records while navigating between subtabs. You can create record pages using one of the following pinned region templates: - Pinned Header - Pinned Header and Left Sidebar - Pinned Left Sidebar - Pinned Left and Right Sidebars - Pinned Right Sidebar (3 regions) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Pinned regions don’t support theming. For example, if you use custom theming to brand your app with the color green, the pinned region doesn’t apply the green color. ## Lightning Components These components are useful in Lightning console apps. Accordion This component organizes your components into collapsible sections. You can have up to 25 sections, but we recommend no more than 10. You can put multiple components in each section and customize the heading for each section. Actions & Recommendations This component lets users select steps from a to-do list that can include Next Best Action recommendations, quick actions, screen flows, and field service mobile flows. For example, when a user opens a flow in a console app, the action launches in a subtab of the associated record. In a standard navigation app, it starts in a popup window. You can add this component to Lightning pages for supported objects. Customer Insights This component informs console users on which Knowledge articles a customer has looked at. It also shows if the customer has filed a case. As a result, console users don’t suggest articles that a customer has accessed or open duplicate cases, decreasing customer frustration and improving the support process. Highlights Panel This component displays record highlights along with action buttons. Use this component to ensure that your console users can see critical information at a glance. Knowledge This component helps console users quickly find relevant Knowledge articles for their cases and perform basic actions, such as attaching an article to a case. This component provides similar functionality to the Knowledge Sidebar used in Salesforce Classic consoles. To use this component, Lightning Knowledge must be enabled in your org. Milestones This component displays active, completed, and violated case milestones with a visual tracker. Agents can use the component to drill down into case milestone details. This component provides similar functionality to the Case Milestone tracker in Salesforce Classic. To add this component, your org must have entitlements, an entitlement process, and milestones set up. The component supports only Case Milestones and doesn’t support Object Milestones. You can add it only to case pages. Path This component displays a visualize representation of a business process. Use this component to guide your users through an object’s life cycle. In the Service Console, you can set up a path for cases. In the Sales Console, you can set up a path for opportunities, leads, quotes, contracts, and orders. Related List - Single This component displays a single related list for a record, including lists from a parent record. For example, use this component to display Activity History front-and-center on all case pages, or even display cases for a parent contact. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To increase console efficiency, use this component to add the Files related list to record pages. With the Files related list, console users can drag files directly onto the related list. Related Record This component displays details for related records, including parent records. Behind-the-scenes, this component uses actions to provide your console users with built-in record creation and in-line edit. Console users can update records, create records, and link records—all without leaving the page. For example, you can configure this component to show details about an associated contact on a case, or even the details of a case’s parent case. This component provides similar functionality to the Lookup component used in Salesforce Classic consoles. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To change the displayed fields for the Related Record component, customize the associated action in Setup. If you don’t see the action or can’t modify it, create a new one. The Service Console app comes with a default page for cases that includes Case Details and Contact Details information. This information is displayed using Related Record components. The quick actions used with these components can’t be modified because they’re provided by default. To customize the fields, first go to Setup and create a new quick action. Then modify the quick action layout. In Lightning App Builder, update the Related Record component to specify your action. #### See Also - [Flow Builder for Service and the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&release=264.0.0&type=5 "Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last.") # Customize Messaging Transfer and Conference Destinations for Service Reps Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard SMS channels
Admins must enable **Skills-Based Routing and Direct-to-Agent Routing** in Omni-Channel Settings in Setup before a service rep can invite others to join an active messaging session. Keep these considerations in mind when conferencing: - Adding Agentforce, other Salesforce AI agents, or external bots to a Messaging conference is not recommended, as these bots—including Agentforce and legacy enhanced bots—cannot differentiate between human participants, which might lead to misrouted responses or confusion. - Conferencing is not supported with the status-based capacity model. - Inactivation warnings and session timeouts are not triggered during conferencing sessions. 1. In Setup, enter Presence Configurations and select **Presence Configurations**. 2. Locate the presence configuration that you’d like to customize, and click **Edit**. 3. Under Agent Settings, locate the Transfer Destinations node. 4. To offer all profiles, queues, or flows to your service reps, select the **Select all profiles**, **Select all queues**, or **Select all flows** boxes. 5. To make only some profiles, queues, and flows available to service reps, highlight the profile, queue, or flow in the Available box, then click **Add** to move it to the Selected box. 6. Save your changes. # Customize Milestone Page Layouts Customize your page layouts for milestones to help support reps and supervisors track support progress. ### Required Editions
View supported editions.
User Permissions Needed
To create and edit page layouts: Customize Application
To create milestones:

Manage Entitlements

AND

Customize Application
To enable the Stopped Time and Actual Elapsed Time fields: Manage Entitlements
1. Add any of the following fields to case and object milestone detail pages. Use Setup in Salesforce Classic: - To edit case milestone detail page layouts, from Setup, enter Case Milestones in the Quick Find box, then click **Page Layouts** under Case Milestones. - To edit object milestone detail page layouts (which apply to work order milestones), from Setup, enter Object Milestones in the Quick Find box, then click **Page Layouts** under Object Milestones.
Field Description
Actual Elapsed Time

The amount of time that it took to complete a milestone.

(Elapsed Time) – (Stopped Time) = (Actual Elapsed Time)

Note
Note If you want to be able to display this field, Enable stopped time and actual elapsed time must be selected on the Entitlement Settings page.
Completed Icon that indicates milestone completion.
Completion Date The date and time the milestone was completed.
Elapsed Time The time it took to complete a milestone. Automatically calculated to include any business hours on the support record. Elapsed time is calculated only after the Completion Date field is populated.
Entitlement Process The entitlement process that is being used for the record. Entitlement processes are optional.
Start Date The date and time that the milestone tracking started.
Stopped Time

How long a support rep has been blocked from completing a milestone. For example, a support rep might wait for a customer to reply with more information.

Note
Note Enable stopped time and actual elapsed time must be selected on the Entitlement Settings page. Then give your support reps access to the field through field-level security.
Target Date The date and time to complete the milestone.
Target Response The time to complete the milestone. Automatically calculated to include any business hours on the support record.
Time Remaining The time that remains before a milestone violation. Automatically calculated to include any business hours on the support record.
Time Since Target The time that has elapsed since a milestone violation. Automatically calculated to include any business hours on the support record.
Violation Icon that indicates a milestone violation.
2. Add milestone elements to case and work order page layouts. Use Setup in Salesforce Classic or Lightning Experience. 1. Add milestone fields.
Field Description
Milestone Status The milestone’s status.
Milestone Status Icon

An icon that corresponds to the milestone status:

  • Milestone completed icon Compliant
  • Milestone open violation icon Open Violation
  • Closed violation icon Closed Violation
Note
Note In Lightning Experience, the Milestone Status Icon field on cases isn’t available.
Entitlement Process Start Time The time the record enters the entitlement process.
Entitlement Process End Time The time the record exits the entitlement process.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Case Milestone Status isn’t available in list views in Lightning Experience. 2. Add the Case Milestones or Object Milestones related list to display the record’s milestones. In Lightning Experience, the Case Milestones related list doesn't support the Business Hours field. Only certain fields in the Object Milestones related list are supported. # Customize Milestone Page Layouts Customize your page layouts for milestones to help support reps and supervisors track support progress. ### Required Editions
View supported editions.
User Permissions Needed
To create and edit page layouts: Customize Application
To create milestones:

Manage Entitlements

AND

Customize Application
To enable the Stopped Time and Actual Elapsed Time fields: Manage Entitlements
Add milestone elements to case and work order page layouts. Use Setup in Salesforce Classic or Lightning Experience. 1. Add milestone fields.
Field Description
Milestone Status The milestone’s status.
Milestone Status Icon

An icon that corresponds to the milestone status:

  • Milestone completed icon Compliant
  • Milestone open violation icon Open Violation
  • Closed violation icon Closed Violation
Note
Note In Lightning Experience, the Milestone Status Icon field on cases isn’t available.
Entitlement Process Start Time The time the record enters the entitlement process.
Entitlement Process End Time The time the record exits the entitlement process.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Case Milestone Status isn’t available in list views in Lightning Experience. 2. Add the Case Milestones or Object Milestones related list to display the record’s milestones. In Lightning Experience, the Case Milestones related list doesn't support the Business Hours field. Only certain fields in the Object Milestones related list are supported. # Customize Post-Chat Surveys Use Salesforce Feedback Management to gather feedback at the end of a chat session. When customers choose to participate at the end of a session, a survey opens within the chat window to complete. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
To select a post-chat survey: Salesforce Surveys Advanced Features
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![A screenshot of a post-chat survey in a chat window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snap_ins_post_chat_survey.png) To open a post-chat survey within the chat window on your website, allow inline framing of surveys within the URL on the Session Settings page. This feature is available with the Salesforce Feedback Management license. 1. From Setup, in the Quick Find box, enter Session Settings, and then select **Session Settings**. 2. Navigate to the **Trusted Domains for Inline Frames** section and select **Add Domain**. ![Sessions Settings panel with Trusted Domains for Inline Frames and Add Domain selections highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_survey_inline.png) 3. Enter your domain name and select **Surveys** as the IFrame Type. Use an accepted domain format: \*.example.com or https://example.com. 4. **Save** your work. Surveys must be enabled with at least one active survey. Only active surveys can be used to gather post-chat feedback. 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. To add a post-chat survey, select **View** by an existing embedded service deployment. 3. Click **Edit** next to Chat Settings. 4. In the Chat Setting header, click **Edit**. 5. In the Post-Chat Settings section, search and select any active survey. ![Select a survey to send post chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snap-ins_post_chat_embedded.png) 6. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note : If your company domain hosts the chat, you must allow list it. A survey invitation is generated each time a customer decides to provide feedback. If the pre-chat form is configured to associate customer information with Salesforce records, the survey invitation is also associated with the same Salesforce records. #### See Also - [Salesforce Feedback Management](https://help.salesforce.com/s/articleView?id=xcloud.concept_salesforce_surveys.htm&type=5&language=en_US) # Customize Pre-Chat for Enhanced Chat Ask customers to fill out visible pre-chat fields before starting a messaging session, or auto-fill hidden pre-chat fields when the conversation begins. Add standard and custom fields to your pre-chat form. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions
To set up this feature:

Customize Application

AND

Modify Metadata Through Metadata API Functions
To modify permission sets and profiles: Manage Profiles and Permission Sets
In this stage of Enhanced Chat setup, you: - Create custom parameters, which help map your pre-chat form to your flow. - Add visible fields to your pre-chat form. - Add hidden fields to your pre-chat form. #### See Also - [Use Pre-Chat with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_prechat.htm&type=5&language=en_US) - [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html) - [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") ## Create Custom Parameters for Pre-Chat 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Click the name of your messaging channel. 3. Under Custom Parameters, click **New**. 4. Fill in the details of your parameter. To make mapping easy and transparent, match the parameter name and channel variable name. Channel Variable Name appears as a selection when adding custom fields to your pre-chat form. Think of each custom parameter as the link between your pre-chat form’s custom fields (both hidden and visible) and your flow. ![Custom parameter modal with fields filled out.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_1.png) 1. String is the only option for Data Type. While the pre-chat form lets you show visible fields formatted as text, email, phone, number, dropdown, and checkbox fields, a flow automatically converts these fields to string fields. If you use a flow to send information from a pre-chat field to another record, the output appears as a string field. While most letters, numbers, and special characters allowed by the original field type are allowed by a string field, differences sometimes occur. For example, the flow converts a checkbox field to a string statement of true or a string statement of false in the resulting flow output. As another exception, the flow passes the original dropdown API value from a pre-chat form’s dropdown field, not the custom label for that field value. 5. Save your changes, and create additional custom parameters for each hidden or visible field that you plan to add to your pre-chat form. ## Add Visible Fields to Your Pre-Chat Form 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. Select **View** from the dropdown menu for your deployment. 3. Click **Edit Pre-Chat**. 4. Select **Activate the pre-chat feature**. 5. Choose whether to show the pre-chat form with every conversation, or with every session. 1. If you select **Every Conversation**, the display frequency of the pre-chat form depends on whether you add user verification to your messaging channel. If you add user verification, an Enhanced Chat conversation has no end. Your customer sees the pre-chat form only when messaging you for the first time. If you don’t add user verification, a customer can click **End Chat** to end a conversation. They see the pre-chat form the first time that they message, and each subsequent time that they start a new conversation after ending the previous one. 2. If you select **Every Session**, the display frequency of the pre-chat form also depends on whether you add user verification to your messaging channel. Every session is only supported for Enhanced Chat v1. 6. To add a standard field to your form: 1. Under Visible Pre-Chat Fields, click **Add Field**, and then select the field that you want to show. 2. Save your changes. 7. To add a custom field to your form: 1. Under Visible Pre-Chat Fields, click **Add Field**, and then select **Custom**. 2. To determine how the information appears, select your field type. 3. Find and set the channel variable name of the custom parameter. ![New custom field modal with fields filled out.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_2.png) If you selected Dropdown as your field type, also add a Dropdown Name, Dropdown API Name, and Dropdown API Values. There are a few things to note: - Each pre-chat form can have up to 5 custom dropdown fields and each dropdown can have up to 200 values. - A dropdown API name can only be used one time per org. If you delete a dropdown api name from your org, you still can’t use it again in that same org. - Format each dropdown API value to start with a letter, contain only alphanumeric characters, and use underscores instead of spaces. - We recommend creating a custom label for each dropdown value that appears on your pre-chat form, as it’s what your customer sees. You can create a custom label in each of your supported languages. If you don’t create custom labels, your customer sees the dropdown API values, which can include underscores. - We pass the original dropdown API value to your flow, not your custom labels. 4. Click **Next**. 5. On the next page, optionally select a Default Dropdown API Value for your dropdown field, which appears in the field if a selection isn’t already made. Also, order your dropdown field values. 8. Click **Save** (if you created a custom dropdown field) or click **Done** (for all other custom field types). 9. Save your changes to the pre-chat form. 10. To create a custom label for a custom field, return to the deployment settings page and click **Set Custom Labels**. 11. Select the language for this custom label. You must create a custom label for [each language that you support](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US). 12. Select **Pre-Chat** as the chat group. 13. Under Label Group, select **Dropdown Values** to customize the labels for your field’s dropdown API values. Or, select **Pre-Chat Form** to customize the label for standard fields, or custom email, number, phone, checkbox, and text fields. 14. Under Label Type, select **Standard**. 15. Enter a custom label for your custom field, and then click **Finish**. 16. Repeat this step for [each language that you support](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US). 17. Return to the deployment settings page and click **Publish**. ## Add Hidden Fields to Your Pre-Chat Form End users don't see hidden pre-chat fields. Update your privacy policy to include what data you collect with hidden fields. Consider linking to the policy with a Messaging Component in the conversation. Collect the minimum amount of data needed for a service rep to do their job, and only store this data for as long as it's needed to close the case. [Learn how to delete data](https://help.salesforce.com/s/articleView?id=xcloud.data_retention.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. Select **View** from the dropdown menu for your deployment. 3. Click **Edit Pre-Chat**. 4. Select **Activate the pre-chat feature** if it’s not already selected. 5. Under Hidden Pre-Chat Fields, click to highlight a custom parameter from the Available list. Custom parameters appear if they’re associated with the messaging channel for this deployment and if they’re not already in use as a visible or hidden field on this deployment. A hidden pre-chat field must be a Text type field and can’t be required. 6. To move your field to the Selected list, click the arrow pointing toward the Selected list. ![Hidden pre-chat builder showing how to move a field from Available to Selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_hidden_fields.png) 7. Save your changes. 8. Work with your developer to pass these values programmatically from your website or mobile app to Salesforce ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/pre-chat.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-pre-chat.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-pre-chat.html)). The pre-chat field names in the code must be identical to what is specified in Setup. # Customize Push Notifications for the Field Service Mobile App Push notifications alert your mobile workforce to approaching appointments and scheduling changes. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To customize push notifications: Customize Application
You can extend or replace the default notifications using [custom notifications](https://help.salesforce.com/articleView?id=notif_builder_custom.htm&language=en_US). 1. Make sure that the [connected app](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHq000000lsw7) (different from the app itself) is downloaded. 2. Enable notifications in Setup. 1. From Setup, enter Field Service Settings in the Quick Find box, then select **Field Service Settings**. 2. Under Notifications, select **Enable notifications**, and save your changes. 3. Choose when service appointment notifications are sent. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select **Field Service Mobile Settings**. 2. Next to your mobile settings configuration, click **Edit**. 3. Under Customization, select how to send appointment notifications and then save your changes. - When you select **Send appointment notifications on assignment**, workers are notified when they’re assigned to a service appointment and when their assignment is changed or removed. They’re not notified when they're dispatched for the appointment. If a worker changes or is removed from the service appointment after they were assigned, they still receive the notification, regardless of the status of the service appointment. - When you select **Send appointment notifications on dispatch**, workers are notified when the status of the service appointment changes to Dispatched and when their assignment is changed or removed. If a worker changes or is removed from the service appointment after it's dispatched, they still receive the notification. - When you select both options, workers receive assignment and dispatch notifications. - If you select neither option, no service appointment notifications are sent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The notification received on the Field Service mobile app shows this message: \[User\] assigned resource \[Service Resource\] on Service Appointment \[Appointment\]. This signals to the technician that the appointment is ready to be picked up. This happens at assignment time (when an Assigned Resource is created) or dispatch time (when an assigned Service Appointment is dispatched) based on the settings selected. - When you select **Send emergency appointment notifications on dispatch**, workers receive an emergency notification with a distinct sound and vibration when an emergency service appointment is dispatched. The emergency notification replaces the **Send appointment notifications on dispatch** notification for emergency appointments, so workers receive one alert instead of two. Notifications for non-emergency appointments don't change. Salesforce uses the Emergency field on the service appointment to identify emergencies, and the emergency notification plays a built-in sound that your admin controls. Workers also receive push notifications in the following circumstances. - Followers of a service appointment receive a separate notification regarding the service appointment assignment to another worker. - A Chatter text post is made on a work order that the worker follows. - A Chatter file post is made on a work order that the worker follows. - A feed-tracked change is made to a work order that the worker follows. - (iOS only) A feed-tracked change is made to a service appointment that the worker follows. - Push notifications or chatter posts push the most recent record data onto the mobile device. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Mobile workers aren't automatically added as followers to work orders and service appointment records that they're assigned to. Consider creating an Apex trigger on the service resource object to add or remove users as followers when assignments change. # Customize Push Notifications for Workforce Scheduling Push notifications alert your mobile workforce to approaching appointments and scheduling changes. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To customize push notifications: Customize Application
You can extend or replace the default notifications using [custom notifications](https://help.salesforce.com/articleView?id=notif_builder_custom.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note When a service appointment is related to another object, such as a visit or an interaction, the notification's message reflects that object. This behavior isn't configurable and isn't controlled by a Salesforce admin. 1. Ensure that the [connected app](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHq000000lsw7) (different from the app itself) has been downloaded. 2. Enable notifications in Setup. 1. From Setup, enter Field Service Settings in the Quick Find box, then select **Field Service Settings**. 2. Under Notifications, select **Enable notifications**, and save your changes. 3. Choose when service appointment notifications are sent. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select **Field Service Mobile Settings**. 2. Next to your mobile settings configuration, click **Edit**. 3. Under Customization, select how to send appointment notifications and then save your changes. - When you select **Send appointment notifications on assignment**, workers are notified when they’re assigned to a service appointment and when their assignment is changed or removed. They’re not notified when they're dispatched for the appointment. If a worker changes or is removed from the service appointment after they were assigned, they still receive the notification, regardless of the status of the service appointment. - When you select **Send appointment notifications on dispatch**, workers are notified when the status of the service appointment changes to Dispatched and when their assignment is changed or removed. If a worker changes or is removed from the service appointment after it's dispatched, they still receive the notification. - When you select both options, workers receive assignment and dispatch notifications. - If you select neither option, no service appointment notifications are sent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note The notification received on the Field Service mobile app shows this message: \[User\] assigned resource \[Service Resource\] on Service Appointment \[Appointment\]. This signals to the technician that the appointment is ready to be picked up. This happens at assignment time (when an Assigned Resource is created) or dispatch time (when an assigned Service Appointment is dispatched) based on the settings selected. Workers also receive push notifications in the following circumstances. - Followers of a service appointment receive a separate notification regarding the service appointment assignment to a another worker. - A Chatter text post is made on a work order that the worker follows. - A Chatter file post is made on a work order that the worker follows. - A feed-tracked change is made to a work order that the worker follows. - (iOS only) A feed-tracked change is made to a service appointment that the worker follows. - Push notifications or chatter posts push the most recent record data onto the mobile device. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Mobile workers aren't automatically added as followers to work orders and service appointment records that they're assigned to. Consider creating an Apex trigger on the service resource object to add or remove users as followers when assignments change. # Customize Salesforce Voice You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. ### Required Editions
View supported editions.
- **[Transfer to External Number in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_external_number.htm&release=264.0.0&type=5)** Transfer to External Number connects an inbound caller to an external number—a person or a system—directly from an Omni-Channel Flow and resumes the flow after the external leg ends. Route callers to a payment system, a remote rep, an interpreter, or a partner desk. Use per-participant Dual-Tone Multi-Frequency (DTMF) routing to keep sensitive keypad entries private from your reps. The flow stays in control of the interaction, so you can continue treatment, such as prompts, routing, or record updates, after the external party hangs up. - **[Warm Transfer to IVR Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_warm_transfer_ivr_flow.htm&release=264.0.0&type=5)** Reps can initiate a call transfer to an active Omni-Channel flow instead of a queue or another rep. Depending on how the flow is built, the flow can play prompts and collect keypad input while the rep stays on the line, route the caller to a specialist, or both. The flow drives the interaction while it runs, and when the flow completes without routing, control returns to the rep to continue the conversation with the caller. This gives reps a declarative way to bring IVR treatment—consistent disclosures, validated data capture, routing—into a live conversation, instead of reading scripts manually or searching for the right specialist. - **[Create a Call Origination Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_origination_flow.htm&release=264.0.0&type=5)** Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep. - **[Create a Custom Voice Configuration](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_voice_configuration.htm&release=264.0.0&type=5)** Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance. - **[Tailor the In-Queue Experience for Voice Calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_in_queue_experience.htm&release=264.0.0&type=5)** Turn idle wait time into an in-queue experience by overriding the default org-wide queue music. Play prompts, greetings, and announcements, offer queued or scheduled callbacks, and periodically announce each caller's queue position and estimated wait time to connect to a rep. - **[Mask Number in Outbound Calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_mask_number.htm&release=264.0.0&type=5)** Prevent your organization's phone number from being displayed to customers on outbound calls. When you mask the number, call recipients see Private or Anonymous instead of your company's number. Use this to meet privacy regulations and protect the identity of service reps in sensitive roles, such as HR, Legal, or Debt Collections. - **[Configure Callbacks for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_callbacks.htm&release=264.0.0&type=5)** Don’t make your customers wait when no rep is available to take their call. Give them an option to request a callback. - **[Initiate Automated Outbound Calls from a Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_outbound_call.htm&release=264.0.0&type=5)** Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually. - **[Capture Customer Voice Messages in an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_capture_customer_voice_messages_in_an_omini_channel_flow.htm&release=264.0.0&type=5)** Allow callers to leave short voice messages when requesting callbacks during off-hours or busy periods. The system records, transcribes, and summarizes the voice message and links it directly to the contact request, giving support representatives the necessary context to conduct informed callback conversations. - **[Set Up a Post-Call Experience Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_up_a_post_call_experience_flow.htm&release=264.0.0&type=5)** Automatically run a follow-up flow when the last rep disconnects from a call to collect customer feedback, log call details, offer callbacks, or perform automated background updates. - **[Route Inbound Calls to the Last Representative](https://help.salesforce.com/s/articleView?id=service.afcc_sv_calls_to_the_last_rep.htm&release=264.0.0&type=5)** Maximize customer service continuity by automatically connecting callers with the specific human representative who most recently handled their case. - **[Enable Listen In for Agentforce Contact Center Supervisors](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_listen_in.htm&release=264.0.0&type=5)** Enable supervisors to listen in to any ongoing call from the Command Center for Service. # Customize Salesforce Voice You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. ### Required Editions
View supported editions.
## Customization Options by Telephony Model After you have set up the basic version of Salesforce Voice and configured the contact center, consider these optional customizations. The list of customizations varies based on your telephony model. Because Salesforce Voice with Partner Telephony depends on partner integrations, feature support varies based on telephony partner implementation. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you haven’t [set up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") or [configured basic setup for your contact center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces."), start there first, then return here to discover capabilities. ## Customize Your Contact Center | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5 "To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings.") | Yes | Yes | Yes | | [Set Up Org-Wide Sharing for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_org_wide_sharing.htm&release=264.0.0&type=5 "To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record.") | Yes | Yes | Yes | | [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&release=264.0.0&type=5 "Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce.") | Yes | Yes | Yes | | [Disaster Recovery for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery.htm&release=264.0.0&type=5 "During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable.") | Yes | Yes | Yes | | [Configure Single Sign-On (SSO) with Your Own Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_sso_idp.htm&release=264.0.0&type=5 "Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel.") | Yes | Yes | Yes | | [Enable the Option to Request a Callback](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_queued_callback.htm) or [Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&release=264.0.0&type=5 "Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing.") | Yes | Yes | Yes (Ask partner for instructions) | | [Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_omni_amazon_enable_voice_call_transfers.htm) | Yes | Yes | Yes (Ask partner for instructions) | | [Add Messaging to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&language=en_US) | Yes | Yes | Yes | ## Customize Amazon Connect for Voice | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5 "Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles.") | Yes | Yes | No | | [Customize Call Journeys with Amazon Connect Flows](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_contact_flows.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) comes with prepackaged sample Amazon Connect flows. An Amazon Connect flow depicts a customer’s voice call journey from beginning to end. Configure Service Cloud Voice flows for your contact center to determine how Salesforce handles inbound calls, outbound calls, callbacks, and call transfers.") | Yes | Yes | No | | [Configuring Single Sign-On (SSO) with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_config_sso.htm&release=264.0.0&type=5 "Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials.") | Yes | Yes | No | | [Salesforce Voice Additional AWS Services Add-on License](https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&release=264.0.0&type=5 "Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).") | Yes | Yes | No | | [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.") | Yes | Yes | No | | [Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&release=264.0.0&type=5 "You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features.") | No | Yes | No | ## Customize Partner Telephony for Voice | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Configure Single Sign-On (SSO) with Salesforce as the Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_config_sso.htm&release=264.0.0&type=5 "For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO.") | No | No | Yes | ## Customize Call Routing | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Route Calls to Queues](https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&release=264.0.0&type=5 "Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.") | Yes | Yes | Yes | | [Route Calls with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5 "Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels.") | Yes | Yes | Yes | | [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") | Yes | Yes | No | | [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.") | Yes | Yes | Yes | ## Customize the Service Rep Experience | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5 "The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.") | Yes | Yes | Yes | | [Set Up the Service Console App for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_org_config.htm&release=264.0.0&type=5 "Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls.") | Yes | Yes | Yes | | [Configure the Phone Book for Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_phone_book.htm&release=264.0.0&type=5 "Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility.") | Yes | Yes | Yes | | [Mask Customer Phone Numbers](https://help.salesforce.com/s/articleView?id=service.voice_mask_customer_phone_numbers.htm&release=264.0.0&type=5 "Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts.") | Yes | Yes | Yes | | [Respect Rep Capacity for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5 "Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call.") | Yes | Yes | Yes | | [Add Screen Pops to Give Reps More Context about Conversations](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_screen_pop_action.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Sync Rep Presence Statuses Automatically](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&release=264.0.0&type=5 "Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work.") | Yes | Yes | No | | [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") | Yes | Yes | No | | [Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5 "Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change.") | Yes | Yes | No | | [Grant Reps Access to View Rep Statuses When Transferring Calls](https://help.salesforce.com/s/articleView?id=service.view_agent_statuses.htm&release=264.0.0&type=5 "To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only.") | Yes | Yes | Yes | | [Resolve Common Status Conflicts](https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5 "To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.") | Yes | Yes | No | | [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5 "Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.") | Yes | Yes | Yes | | [Let Reps Pause and Resume Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_control_call_recording.htm&release=264.0.0&type=5 "Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. ") | Yes | Yes | Yes | | [Set Up Desk Phones for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&release=264.0.0&type=5 "You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.") | Yes | Yes | Yes | | [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5 "To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.") | Yes | Yes | Yes | | [Configure Caller ID for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed.") | Yes | Yes | Yes | | [Set Up Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5 "Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof.") | Yes | Yes | Yes | | [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") | Yes | Yes | Yes | ## Customize the Supervisor Experience | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Enable Command Center for Service](https://www.google.com/url?q=https://help.salesforce.com/s/articleView?id%3Dsf.omnichannel_supervisor_monitor_agents.htm&language=en_US) | Yes | Yes | Yes | | [Enable the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Custom Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Show All Offline Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Create Custom Tabs for Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Add Command Center for Service to the Service Console](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_omni_supervisor_to_service_console.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Enable Listen In for Supervisors](https://help.salesforce.com/s/articleView?id=service.voice_listen_in_setup.htm&release=264.0.0&type=5 "Enable supervisors to listen in to any ongoing call from Command Center for Service.") | Yes | Yes | Yes | ## Automate Your Contact Center with Artificial Intelligence | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Sentiment Journey for Call Conversations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_sentiments.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&type=5&language=en_US) | Yes | Yes | Yes | | [Set Up Work Summaries for Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&type=5&language=en_US) and [Set Up Work Summaries for Voice Calls](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&type=5&language=en_US) | Yes | Yes | Yes | ## Discover Cross-Cloud Outbound Capabilities | Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | --- | | [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") | Yes | Yes | No | | [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5 "Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More.") | Yes | Yes | Yes | | [Reach Your Customers Using High-Volume Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5 "Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services.") | Yes | Yes | No | | [Integrate Salesforce Voice with Sales Engagement](https://help.salesforce.com/s/articleView?id=service.voice_high_velocity_sales.htm&release=264.0.0&type=5 "Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.") | Yes | Yes | Yes | | [Customize Automatic Task Creation](https://help.salesforce.com/s/articleView?id=service.voice_customize_automatic_task_creation.htm&release=264.0.0&type=5 "Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls.") | Yes | Yes | Yes | #### See Also - [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm) - [Salesforce Voice with Partner Telephony Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm) - [Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&language=en_US) - [Set Up the Supervisor Workspace](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_workspace_setup.htm&release=264.0.0&type=5 "Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work.") # Customize Screens in the Field Service Mobile App Control which fields users see in the Field Service mobile app by updating page and search layouts. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To modify page layouts: Customize Application
To create custom list views:

Read on the type of record included in the list

AND

Create and Customize List Views
To create, edit, or delete public list views: Manage Public List Views
Records in the Field Service mobile app display the first three fields in the corresponding page layout. Some fields are hard-coded, meaning they are shown in the app regardless of their place in the page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - When you update metadata like a page layout, users must log out and log into the Field Service mobile app to see the changes. - Not all field types are supported in the Field Service app. Review [Supported Data Types in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_data_types.htm&release=264.0.0&type=5 "Learn which data types are supported in the Field Service mobile app for Android and iOS.") before you configure your layouts.
Screen in the mobile app Page Layout Details
Absences Absences related list on the Service Resource page layout

You can reach the Absences screen from the Profile screen.

Resource absences are displayed differently in the app based on whether the start time and end time fields are included in the related list layout.
Inventory

Search results layout on the product item object.

The Inventory tab represents the items in the user’s inventory. It shows product items associated with the user’s service resource record.

Service resources only see the Inventory tab if they’re associated with a mobile inventory location (which represents their service vehicle). See Set Up Inventory Access for Mobile Workers.
Products Product search layout

Users must be able to find products to create product requests and product items.

Users viewing products in the app see the Product Name field and the top 3 fields in the search layout.

Note
Note To search Products, a pricebook must be set on the parent object. Only string fields are searchable. Numbers, Dates and other fields can't be searched.
Products Consumed Product consumed related list on the work order. Product consumed number must be the first field. You can reach the Products Consumed screen from the Related tab or the Products tab in the work order carousel.
Record Highlight for any record Compact Layout of the record (for example, Service Appointment Compact Layout) A record highlight is a preview of a record. The top-most field in a record’s compact layout is displayed prominently.
Record Lookup Search Layout of the record (for example, Contact Search Layout) A record lookup is a search for a record. To change the search results, update the search layout in your org.
Related Lists Related list layout Related list sorting uses the default page layout sorting. If the user overrides the sort setting, the app uses this setting for related list sorting. Related list sorting only sorts on one column.
Schedule
  • The layout selected in the Default List View Developer Name field on the Field Service Mobile Settings assigned to the user’s profile.
  • (If no list view is specified) Service Appointment search layout

The Schedule tab lists service appointments assigned to the user.

For details, see Set Up the Schedule Tab in the Field Service Mobile App.

Note
Note The Default List View Developer Name is the name of the list view that shows when the mobile Service Appointment page is first opened. If the Default List View Developer Name isn’t defined, mobile users see their service appointments within the date picker range. This list and the list defined are available offline. However, there isn't an option to change to another list view on the mobile device unless the Default List View Developer Name is defined.
Service Appointment List view layout.

The service appointment screen includes the following fields in the following order:

  • First field in the service appointment list view (displayed as a title)
  • Scheduled Start (only visible if the field has a value)
  • First three fields in the service appointment search layout
  • Address (only visible if the field has a value)
  • Scheduled End (only visible if the field has a value)
Work Order Overview

List view layout

  • First field in Work Order compact layout is in bold in the app
  • Description field can’t be changed and shows a max of 3 lines.
  • Has up to 5 fields (including the title) displayed in this layout
 You can reach the Work Order Overview screen by tapping a service appointment from the Schedule tab.
- **[Customize the Work Order Overview Screen in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_work_order_overview.htm&release=264.0.0&type=5)** When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the highlights and cards shown on the work order overview screen. #### See Also - [Set Up the Schedule Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_schedule_list.htm&release=264.0.0&type=5 "The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout.") - [Customize the Work Order Overview Screen in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_work_order_overview.htm&release=264.0.0&type=5 "When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the highlights and cards shown on the work order overview screen.") # Customize SLA Policy Fields If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies. ### Required Editions
View supported editions.
User Permissions Needed
To edit page layouts: Customize Application
1. Add these fields to case and work order page layouts.
Field Description
Timeline (available only on case page layouts)

How far along a case is to reaching an entitlement process’s milestones. You can click or hover your mouse pointer over each milestone to view its details. These icons represent milestones:

  • Completed milestone icon Completed milestone
  • Violated milestone icon Violated milestone

You can drag the Handle icon (Handle icon) along the Timeline Zoom tool to view past and future milestones. If an entitlement process applies to the case, this field appears.
Stopped

Lets you stop an SLA policy on a record, which might be necessary if you’re waiting for a customer’s response.

Tip
Tip If you want to use this feature, give your support reps access to the field through field-level security.

If a case is stopped and a user doesn’t have access to the Stopped field, the Case Milestone component in Lightning Experience continues to track time for them, even though the timer is paused.

Until the Stopped field is updated (unpaused), each time the user refreshes the case record, the milestone timer restarts from the current local time. If this is happening, the user might not have access to the Stopped Since field. Make sure that this field is also added and available to your support reps so that the time remains paused from the time it was Stopped last.

Don’t confuse your users; give them access to the Stopped and Stopped Since fields.
Stopped Since

The date and time the SLA policy was stopped on the record.

Tip
Tip If you want to use the Stopped feature, make sure that the Stopped Since field is also added to the page layout and that your support reps have access to this field through field-level security.
2. Save your changes. # Customize Solution Settings You can customize Solution settings like Solution browsing and enable translation into multiple languages. ### Required Editions
View supported editions.
User Permissions Needed
To change solution settings: Customize Application
To customize solution settings: 1. From Setup, enter Solution Settings in the Quick Find box, then select **Solution Settings**. 2. Click **Edit**. 3. Select Enable Solution Browsing to turn on the ability to browse for and find solutions by category. 4. Select Enable Multilingual Solutions to turn on the ability for users to translate solutions into multiple languages. This setting enables solution browsing on the Solutions tab, Customer Portal, and when solving a case. You can deselect the Enable Multilingual Solutions checkbox at any time, but deselecting it removes all associations between master and translated solutions and automatically disables the Enable Multilingual Solution Search in Self Service Portal and Enable Multilingual Solution Search for Public Solutions settings. If you select the Enable Multilingual Solutions checkbox again, the associations between master and translated solutions are restored. 5. Select Enable Multilingual Solution Search in Self-Service Portal to add a language drop-down list to the Self-Service portal that automatically restricts search results to solutions that match the Self-Service portal user’s language. From the language drop-down list, Self-Service portal users can choose whether to search for solutions in a specific language or any language supported by Salesforce. Deselecting this checkbox removes the language drop-down list from the Self-Service portal, and search results include solutions in all languages, regardless of the Self-Service portal user's language. 6. Select Enable Multilingual Solution Search for Public Solutions to add a language drop-down list to public solutions so that public solutions users can choose which language to search for solutions. From the language drop-down list, public solutions users can choose whether to search for solutions in a specific language or any language supported by Salesforce. Deselecting this checkbox removes the language drop-down list from public solutions, and search results include solutions in all languages. 7. Select Enable HTML Solutions to create and display solutions in HTML. When enabled, solutions appear in HTML in Salesforce, public solutions, Self-Service portal, and Salesforce Customer Portal. Using [HTML Solutions](https://help.salesforce.com/s/articleView?id=service.sol_html_def.htm&release=264.0.0&type=5 "HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions.") allows users to easily format solution details by changing fonts and colors, and adding images and hyperlinks. Once you select Enable HTML Solutions, you cannot disable it. 8. Select Solution Summary to display up to 150 characters of the solution details in the solution search results. Deselecting this checkbox removes the solution summary from the results. 9. Select Inline Category Breadcrumbs to display up to 150 characters of the breadcrumb trail of categories to which the solution belongs in the search results. Deselecting this checkbox removes the breadcrumbs from the results. 10. Click **Save**. 11. To enable solution browsing by customers in public solutions or your Self-Service portal, see [Enabling Public Solutions](https://help.salesforce.com/s/articleView?id=service.customize_publicsolutions.htm&release=264.0.0&type=5 "Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions.") and [Enable Self-Service Features and Settings](https://help.salesforce.com/s/articleView?id=service.customize_selfserviceenable.htm&release=264.0.0&type=5 "Customize Self-Service by enabling features and settings."). In addition, you can customize the top-level category accessible by public solutions and Self-Service users. You do not need to modify this setting if you want customers to view all categories and all solutions that are visible in the Self-Service portal or visible in public solutions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. #### See Also - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") - [Solution Categories](https://help.salesforce.com/s/articleView?id=service.customize_category.htm&release=264.0.0&type=5 "Create solution categories so that users can group similar solutions together. Once your solutions are categorized, users can browse for and find solutions by category from the Solutions tab or when solving a case.") - [Enable Multilingual Solutions](https://help.salesforce.com/s/articleView?id=service.sol_enable_translate.htm&release=264.0.0&type=5 "You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages.") # Customize Summary Categories for Agentforce in Field Service When a dispatcher asks Agentforce for a summary, by default, the summary looks at today’s schedule. You can add, remove, or modify the summary’s categories to suit your needs. For example, show all the unscheduled appointments for the upcoming two weeks or show all the incomplete appointments from the past week. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions, with an Agentforce for Field Service license. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
User Permissions Needed
To use Field Service Scheduling Summary and Create Filter actions: Access Agent Topics and Actions for Field Service
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The standard summary includes five categories. These three categories can be modified or removed: - Unscheduled appointments due today - Emergencies - In-jeopardy appointments These two categories are added to the summary if Enhanced Scheduling and Optimization is enabled and can’t be modified or removed: - Appointments with rule violations - Overlapping appointments The first three categories are based on reports in a predefined dashboard. To modify, remove, or add additional categories, you need to create a new dashboard. 1. From the App Launcher, find and select **Dashboards**. 2. Open the **Agentforce: Summary of Scheduling Issues** dashboard. 3. Click **Save As** and enter a name. 4. Remove reports, modify the existing reports or [build and add new reports](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_build.htm&type=5&language=en_US) based on the [available service appointment fields](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&type=5&language=en_US). 5. Save the dashboard in the Agentforce for Field Service Dashboards folder. 6. From the App Launcher, find and select **Field Service Admin**. 7. From the Field Service Settings tab, select **Dispatcher Console UI**. 8. Open the AGENTFORCE tab. 9. From the Dashboards list, select the dashboard you created. ![custom dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/copilot_custom_report.png) 10. Click **Save**. Considerations: - When defining reports, don't define a date. - Due to performance issues, use selective report conditions and avoid conditions such as NOT IN or NOT EQUAL TO. See [Write Efficient Queries in Trailhead](https://trailhead.salesforce.com/content/learn/modules/database_basics_dotnet/writing_efficient_queries) for more information. - These [Reports and Dashboards Limits and Allocations](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_dashboards_limits.htm&type=5&language=en_US) apply to the dashboards and reports you create. # Customize Support Settings Support settings can help you automate case management. Choose email templates, default case owner, case notifications, and more. ### Required Editions
View supported editions.
User Permissions Needed
To change support settings: Customize Application
From Setup, enter Support Settings in the Quick Find box, then select **Support Settings** and click **Edit**.
Setting Description
Default Case Owner Automatically assign a user or queue to all cases that don't match any case assignment rule entries. This user must be Active.
Notify Default Case Owner Notify the default case owner when a case is assigned to that user. If the new owner is a queue, the notification is sent to the queue email address. Notifications are system-generated, and can't be modified.
Record Type Setting

Indicates which record type to assign to cases created by users applying assignment rules. Select either:

  • Keep the existing record type if you want new cases to keep the creator's record type
  • Override the existing record type with the assignee's default record type if you want to overwrite the creator's record type on new cases
Automated Case User

Specify the user you want listed in the case feed items and Case History related list for automated case changes. The name of the automated case user is displayed in the From field in emails sent by an auto-response rule. Automated case changes can occur from assignment rules, auto-response rules, escalation rules, On-Demand Email-to-Case, or cases logged in the Self-Service portal. Select either:

  • System to indicate that an automated process performed an action, such as creating a case or changing a case’s status. When you select System, the lookup field is unavailable.
  • User to use the lookup field to specify a user, such as an administrator, to be the Automated Case User. This user must have the System Administrator profile or the Modify All Data, Send Email, and Access Activities permissions. The user must have a verified email address to be an Automated Case User.
Case Creation Template

Specify the template used to notify contacts when a support rep manually creates a case. The notification is optional; it's triggered by a checkbox on the case edit page. This template must be Available for Use.

In Lightning Experience, to display the send notification checkbox to users, you must:

  • Specify a case creation template for this setting
  • Edit the case page layout properties and select Show on edit page for the Email Notification Checkbox setting
Note
Note If Select by default is selected for the email notification checkbox on a page layout, closing a case via a custom quick action triggers the case creation template email. Salesforce treats this action as a case update, not a case closure. To prevent unintended emails, use the standard Close Case action or deselect Select by Default for the email notification checkbox.
Case Assigned Template Specify the template used to notify users that a case was manually assigned to them by an administrator or another user. The notification is optional; it's triggered by a checkbox on the Change Case Owner page. This template must be Available for Use.Case Assigned templates aren’t configurable for Experience Cloud site users.
Case Close Template

Specify the template used to notify contacts that a case has been closed. The notification is optional; it's triggered by a checkbox on the Close Case page. This template must be Available for Use.

Case Close Template is available in Aloha as of Summer '21 so Salesforce doesn't auto-assign it.
Customer Feedback Survey Specify a survey to send to the case contact when the case is closed. Enable Surveys before specifying a survey. By default, the Customer Satisfaction survey is set.
New Cases Visible in Portal

Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case. Regardless of this default, users creating cases can manually set the Visible in Self-Service Portal checkbox.

If you’re using Digital Experiences, this setting doesn’t apply for partner or customer users viewing cases in Experience Builder sites. New case visibility in Experience Builder sites is controlled by sharing rules.
Enable Case Comment Notification to Contacts Notify contacts when a case comment has been modified or added to a case. If you select this setting, click Case Comment Template and choose the email template to use for these notifications. This template must be Available for Use. Emails can’t be sent to contacts that are Self-Service portal users.
Notify Case Owner of New Case Comments

Notify the case owner when a user adds a public or private comment to a case. If you select this setting, case owners can't opt out of receiving these notices. Notices aren't sent to inactive case owners.

In Lightning Experience, email notifications aren’t sent when support reps use in-line edit on the case record detail page to update the Internal Comments field.
Early Triggers Enabled

Enable early triggers for escalation rules and their actions.

You can set up an escalation rule to perform an action when a case has been unresolved for a specific number of hours. The Age Over hour you specify determines when Salesforce performs the escalation action. Enable early triggers to ensure that your escalation actions are triggered before the Age Over hour you specify.
Enable Suggested Solutions Enable the Suggested Solutions button on case detail pages so support reps can propose specific solutions to help resolve cases.
Enable Suggested Articles Provide suggested articles on the Articles related list. You can make suggested articles available in all Salesforce Knowledge channels except the public knowledge base.
Send Case Notifications from System Address

Use a system email address rather than the user who updated the case’s for notifications, case comments, attachments, and assignments. System notifications use noreply@salesforce.com as the From email address only if no default No-Reply email address is set.

When notifying a Case Contact after creating a public comment, the From field will take the email from the commenter.

This setting helps prevent Self-Service or Customer Portal users who update their cases from receiving out-of-office emails from case owners.
Notify Case Owners when Case Ownership Changes

Automatically select the Send Notification Email checkbox on cases when users change a case owner to another user. This setting helps prevent users from forgetting to notify other users that they're the new owner of a case. Support reps can still select the send notification checkbox even if you don’t enable this setting.

In Salesforce Classic, selecting this option doesn't automatically select Send Notification Email when users change a case owner to a queue. However, in Lightning Experience, if you select this option, the checkbox is always automatically selected for user and queue changes.
Show Closed Statuses in Case Status Field

Add closed statuses to the Status field on cases. Support reps can close cases without having to click the Close Case button and update information on close case page layouts.

Selecting Show Closed Statuses in Case Status Field doesn't remove the Close button from case list views. Instead, it adds Closed to the list of statuses available for users to choose from when they select multiple cases and click Change Status on case list views.

Show Closed Statuses in Case Status Field is supported for standard Case Detail, standard Case list views, and standard Related Record components connected to a Case quick action. Custom record Detail, custom components, and custom quick actions aren’t supported by this feature in Lightning Experience. Standard quick actions are also not supported by this feature in the Publisher and Highlight panel.
Hide Save & Close Button and Cls Links After selecting Show Closed Statuses in Case Status Field, you can select this checkbox so that the Save & Close button on case edits pages and the Cls links on Cases related lists don't display unnecessarily. Instead, users close cases via the Status field and Save button.
Enable Case Feed Actions and Feed Items Enables case feed-specific actions and feed items. When you select this option, existing cases are upgraded to the case feed user interface.
Size of Email Feed Item Body

Control the size of email feed items by setting a character limit on the email feed item body. You can set the character limit to:

  • Small: 400 characters (default)
  • Medium: 1200 characters
  • Large: 5000 characters
  • Custom: A value from 400 through 5000 characters

If an email feed item body exceeds the character limit, users can click More to see the rest of the email feed item body.

Blank Lines in Email Feed Item Body Save space in the case feed by removing blank lines in the body of email feed items.
Collapse Previous Emails in Email Feed Item Body (Salesforce Classic Console App)

In a Salesforce Classic console app, display only the most recent email in the email feed item body.

Users can click More to see previous emails in the thread. Support reps can also collapse expanded email threads by refreshing the browser. This setting applies only to console apps in Salesforce Classic.
Enable Default Email Templates or the Default Handler for Email Action Use an Apex class to load a default email template or to specify the default target fields for the email action on cases.
Enable Email Drafts

Enables email draft functionality.

If email drafts are enabled, the popout to docked email composer action in the toolbar is disabled.
Enable Question-to-Case in Salesforce Let moderators create cases from Chatter questions in your organization.
Create Auto-Response Record After Customer’s First Email Changes the order of case feed items and records, so that feed items that are automatically generated appear after the customer’s first email.
Show Email Attachments in Case Attachments Related List Displays an email icon in the case Attachments related list next to files that were attached from emails. Also displays a Source column in the case Attachments related list's list view. This feature is available in Lightning Experience only.
Enable Case Merge Lets support reps merge cases and lets developers use the API to merge cases. This feature is available in Lightning only.
Enable Unread/Read on Compact Case Feed

To turn on this feature, contact Salesforce.

Displays the title of unread feed items in bold. After any support rep clicks a feed item, the title is displayed in a regular font. Feed items that are liked, bookmarked, edited, or commented on are marked as read. It usually takes 2–3 days for changes to appear on the Case feed. This feature is available in Lightning only.
Enable Web-to-Case Make sure Web-to-Case is configured in Setup. Then, in the Quick Find box, enter Web-to-Case, and assign an available template as the Default Response Template to use Lightning templates with Web-to-Case.
Enable Case Auto-Response Rules From Setup, in the Quick Find box, enter Case Auto-Response Rules . Assign one of the available Lightning email templates to your rule, then click Save to enable Lightning email templates with Case Auto-Response Rules.
Hide the case comment Make Public checkbox for Community users For Community users, remove the Make Public option on case comments. Case comments published by Community users are always public and can't be made private.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To send survey emails, verify the sender email domain. If you don't verify the domain, the emails aren't sent. # Customize Tabs with the Field Service Mobile App Builder The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab navigation and give users quick access to screens and records based on their role. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
With the Field Service Mobile App Builder, you can define, rename, reorder, and delete tabs. You can also change tab icons and assign tabs to navigate to native Field Service screens, some object list views, and Lightning web components. - **[Field Service Mobile App Builder Considerations and Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_builder_limits.htm&release=264.0.0&type=5)** Before you start working with the Field Service Mobile App Builder, here are some things to know. - **[Set Up User Permissions for Field Service Mobile Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder_setup_perms.htm&release=264.0.0&type=5)** Let mobile users see the configuration. - **[Create a Configuration for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_builder_create_config.htm&release=264.0.0&type=5)** Use the Field Service Mobile App Builder to configure what tabs are available within the Field Service mobile app and assign those configurations to profiles. - **[Work with a Configuration for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_builder_configs.htm&release=264.0.0&type=5)** After you create a custom configuration for the mobile app, you can easily change its style, function, or assignment. - **[Publish a Configuration for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_builder_config_publish.htm&release=264.0.0&type=5)** Give users access to your customized tabs in the Field Service mobile app. - **[Explore the Field Service Mobile App Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder_ui.htm&release=264.0.0&type=5)** The Field Service Mobile App Builder user interface makes configuring navigation tabs easy. - **[Work with Tabs in the Field Service Mobile App Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Choose tab types and their placement, and add other customizations to create workflows optimized for your mobile app users. - **[Set Up the Search Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_search.htm&release=264.0.0&type=5)** Let mobile workers search for records in the Field Service mobile app. - **[Set Up the Schedule Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_schedule_list.htm&release=264.0.0&type=5)** The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout. - **[Add a Profile Tab Background Image in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_company_profile.htm&release=264.0.0&type=5)** Add a background image to customize the Profile Tab in the Field Service Mobile App. # Customize the Classic Dispatch Console with Field Sets Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To manage a field set, from the Object Manager, find the object whose field set you want to edit—for example, Service Resource. Then, click **Field Sets**. Field sets support the following field types: Number, Text, Date, Date/Time, Currency, and Reference (lookup fields). The Field Service managed package also provides additional field sets not included in this article. Only fields related to the object that you’re editing are shown in the Classic Dispatch Console. For example, if you’re editing the Service Appointment object, only service appointment fields are shown. Fields related to a service appointment’s account aren’t shown. ## Service Appointment Field Sets
Field Set Description Location in Classic Dispatch Console
Bundle Members Controls which fields are displayed in the Bundle Members section of the Bundle tab for the bundle service appointment.
Bundle members field set
Bundle Members Siblings Controls which fields are displayed in the Additional Bundle Members section of the Bundle tab for a bundle member service appointment.
Bundle member siblings field set
Bundle Lightbox Controls which fields are displayed in the Bundle section of the Bundle tab for a bundle member service appointment.
Bundle lightbox field set
Capacity Service Columns Controls the columns on the dialog screen shown when a user double-clicks a capacity record on the Gantt. This field set supports up to 9 fields. Capacity Service Columns
Complex Work Lookup Fields Controls which lookup fields are available for selecting service appointments when users create dependencies.
Dependency Lookup Filter Options
Crew Management Controls which fields are shown when a user double-clicks a service appointment from the Crew Schedule row in the Crew Management Gantt.
Crew Management Field Set
Crew Management Tooltip

Controls which fields are shown when a user hovers over an appointment in the Crew Management Gantt.

Note
Note Lookup fields and fields without values aren't displayed. The Required Skills field is always shown.
 View fields for service appointments on the Crew Management Gantt.
Designated Work Fields Controls which fields are available when a user is creating a designated time slot from the time slots editor Visualforce page on the operating hours record. View fields for designated work time slots.
Gantt Filter Controls the Additional Criteria fields shown when creating a custom Gantt filter. Filter the Gantt using additional fields.
Service Appointment Expanded Controls the mini layout displayed when the user clicks an appointment in the appointment list. The mini layout supports up to 12 fields. Service appointment fields in the appointment list.
Service Appointment List Columns

Controls the fields that appear as columns in the appointment list and in the complex work dependencies lookup filter. We recommend that the appointment list includes up to six columns. Additional columns are supported but can affect the performance of the Classic Dispatch Console. The number of columns shown depends on the screen resolution. You can include Gantt or custom icon fields in columns.

Note
Note Custom appointment list filters include appointment list column settings. If such a filter is applied, it overrides this field set.

Service appointment list view fields

Dependency Lookup Filter Columns
Service Appointment List Preview Controls the fields that appear when a user hovers on the appointment information icon. Service appointment list preview fields
Service Appointment Optimization Criteria Controls the values shown in the Appointment Optimization Criteria field in the Optimize window. Optimize window Appointment Optmization Criterea
Service Appointment Resource Calendar Tooltip Controls the fields displayed on the tooltip when a user hovers over an appointment on the service resource. View fields for service appointments on a resource's calendar.
Service Appt Resource Calendar Display Controls the fields displayed on appointments on the service resource calendar Visualforce page. View fields for appointments on a service resource's calendar.
Service Info Window Map Controls the layout of the dialog screen displayed when the user double-clicks an appointment on the map. View fields for appointments on the Gantt map.
Service Lightbox Controls the layout of the dialog screen displayed when the user double-clicks an appointment on the Gantt. VIew service appointment fields on the Gantt.
Service Lightbox Address Controls which fields are displayed under Address when a user double-clicks a service appointment in the Gantt. Control which fields are shown under Address.
Service Lightbox Time Controls which fields are displayed under Date & Time when a user double-clicks a service appointment in the Gantt. Control which fields are shown under Date & Time.
Service Tooltip Gantt Controls the tooltip layout shown when hovering over an appointment on the Gantt. This field set supports up to 10 fields. Hover to view fields for service appointments on the Gantt.
## Service Resource Field Sets
Field Set Description Placement in Classic Dispatch Console
Crew Management Resource Lightbox Controls the fields shown when a user double-clicks a service resource in the Crew Management Gantt. Control which fields are shown for service resources in the Crew Management Gantt.
Emergency Fields Controls the fields displayed for a service resource in the Emergency Chatter action. Emergency Fields
Get Candidates Resource Details Controls the fields shown when expanding a resource row on the Candidates Chatter action. View fields for the Get Candidates quick action.
Resource Gantt Filter

Controls the available fields in Gantt Resource Filters. The fields are shown in these sections:

  • Sort by
  • Checkbox filters (if the field is of type Checkbox)
  • One of the following properties picklist (if the field is of type Picklist)
 View fields for the Resource filter on the Gantt.
Resource Lightbox Controls the layout of the dialog screen displayed when the user double-clicks a service resource in the Gantt. View service resource fields in the Gantt.
## Gantt Lightbox | Field Set | Description | Placement in Classic Dispatch Console | | --- | --- | --- | | Account | Controls the layout of the dialog screen displayed when a user double-clicks an appointment on the Gantt and clicks the Account tab. | ![View account fields on the Gantt.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_account_fieldset.png) | | Work Order | Controls the layout of the dialog screen displayed when the user double-clicks an appointment on the Gantt, and then clicks the Work Order tab. Applies only to service appointments whose parent record is a work order. | ![View fields for parent work orders.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_order_fieldset.png) | | Work Order Line Item | Controls the layout of the dialog screen displayed when the user double-clicks an appointment on the Gantt, and then clicks the WOLI tab. Applies only to service appointments whose parent record is a work order line item. | ![View fields for work order line items.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_woli_fieldset.png) | ## Resource Absence Field Sets
Field Set Description Placement in Classic Dispatch Console
Resource Absence Calendar Tooltip Controls the fields displayed on the tooltip when the user hovers over an absence on the service resource calendar Visualforce page on a service resource record. View resource absence fields on the calendar.
Resource Absence Lightbox

Controls the layout of the dialog screen displayed when a user double-clicks a resource absence on the Gantt.

 View resource absence details on the Gantt.
Resource Absence Resource Calendar Controls the fields displayed on absences on the service resource calendar Visualforce page. View resource absence fields on the calendar.
#### See Also - [Color-Code the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_create_gantt_palettes.htm&release=264.0.0&type=5 "Help dispatchers compare service appointments in the Field Service Classic Dispatch Console Gantt and map by creating custom color palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum based on the proximity of the due date.") # Customize the Context Based Standard Service Replies Prompt Templates Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited editions with the Einstein for Service add-on.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
To create and manage retrievers: Data Cloud permission set
To run prompts with Einstein Search: Data Cloud User permission set
For Contextual Service Replies template types, the LLM drafts responses based on conversation context only. To customize the Draft Service Replies from Context prompt template, we recommend that you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcripts. If you save a new version of the template, you can still add and test your own instructions. 1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates are two Service Replies prompt templates with the Contextual Service Replies template type: 1. Draft Service Replies from Context - Live Chat 2. Draft Service Replies from Context - Messaging Session ![A table of four active Service Replies prompt templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_prompt_templates.png) If you prefer to use contextual responses instead of grounded responses, set all grounded prompts to **Inactive** in Prompt Builder. 2. To edit the standard prompt template, select it and you're redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace. ![The prompt workspace with the Draft Service Replies from Context - Messaging Session prompt template open with test inputs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_prompt_builder_context_messaging_session.png) For Contextual Service Replies template types, the standard prompt template user instructions include the task for the LLM, text from the conversation transcripts, and any response limits. 3. To test Contextual Service Replies prompt templates, you need the conversation transcript and conversation object. Go to the **Test Inputs** tab, and then enter the transcript and search for the Messaging Session or Live Chat conversation object. 4. Click **Preview** to see how your changes to the prompt template impact the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US) 5. When you’re satisfied with the outputs, click **Activate**. If there are multiple available templates, Service Replies uses the most recently modified active template version when recommending responses to users. # Customize the Embedded Chat Offline Form Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Before you start, enable Web-to-Case and turn on the “Enable Support QuickAction Rest endpoint for Guest Users” permission for your org. If the permission isn’t set, your customers can’t request a chat. To set up an offline support form: 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. To select the deployment that you want to work with, click the arrow next to the deployment name, and then select **View**. To create a new deployment, select the **New Deployment** button and following the steps. 3. Click **Edit** next to Chat Settings. 4. In the Offline support section, move the radio button to **Active**. If you see a warning about enabling guest access for your associated Salesforce site, click the link to enable it. 5. Click **Edit**. 6. Select a Case record type. 7. Select the fields shown on the form. 1. To change the order of the fields, use the up arrow and down arrow. 2. To add a field, click **+**. You can add only fields that are available on the object. Add up to 4 fields to make it user-friendly. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you add a field with the Unique attribute and a visitor enters a duplicate field value, the case submission confirmation is displayed even though the case isn’t created. Add unique fields to this form only if you’re certain that visitors are unlikely to enter duplicate values. 3. To remove a field, click **X**. 4. To require customers to fill out a field, select **Required** next to the field. 8. Optionally, enter a URL for the offline support header image. The image appears in the header of the chat window when the customer opens the offline support form. 9. Save your changes. 10. Refresh your code snippet and paste it into your website. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important To turn off your offline support form at any time, view your deployment in Setup and move the Offline support slider to **Inactive**. Refresh and repaste the code snippet into your website each time you turn offline support on or off. To create custom field names in your offline form, follow these steps: 1. From Setup, in the Quick Find box, enter Rename Tabs and Labels, and then select **Rename Tabs and Labels**. 2. Set your primary deployment language from the Select Language dropdown list. 3. Select **Edit** next to the Cases tab option. To revert to the original name, select **Reset**. 4. Enter the singular and plural forms of the new tab name. Also, if applicable for the language, select **Starts with a vowel sound** for labels that begin with a vowel to ensure the proper article (such as a or an). Then select **Next**. When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab. 5. Enter your labels for the standard field labels. If necessary, enter both a singular and plural form for each label. Select **Starts with a vowel sound** for labels that begin with a vowel. Then save your changes. # Customize the Embedded Pre-Chat Form Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Before you start, make sure that the “Enable Support QuickAction Rest endpoint for Guest Users” permission is turned on. Without the permission, your customers can’t request a chat. ![Pre-chat form](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snap-ins_prechat_form.png) When you design your pre-chat form, select a use case that automatically associates information from the form to Salesforce records. When a customer enters their name or email address, Salesforce matches the information with a contact or lead record. If no match is found, a new record is created. For example, if you select the Service scenario, Salesforce relates the customer’s information with Case and Contact records.
Use Cases to Associate Pre-Chat Information with Salesforce Records
If you select: Then Salesforce associates the pre-chat information with these record types:
Sales Lead records
Service

Contact records

Case records
Basic Contact records
You can select the fields that are shown on the pre-chat form, change the order of the fields, and make fields required. To make the form more user-friendly to customers, add up to four fields. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Create and edit your pre-chat forms from Embedded Service setup, not at global action. Editing global action leads to unexpected results. Each time the pre-chat form is edited, the global action is recreated and prior updates to action details or predefined fields are reverted. Embedded Service setup creates quick actions specifically for pre-chat. Using quick actions for other purposes causes pre-chat setup to fail. To set up the pre-chat form: 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service**. 2. Select the Embedded Service deployment that you want to work with, click the arrow next to the deployment name, and then select **View**. 3. Click **Edit** next to Chat Settings. 4. In the Pre-chat section, move the radio button to **Active**. 5. Click **Edit**. 6. Select the use case for the pre-chat form. 1. Select the main reason that customers use chat. The reason that you select affects the type of Salesforce record that’s created from the information that customers enter into the pre-chat form. 2. Select the record type that’s created from the pre-chat form. The dropdown menu shows record types that are available on the object. 3. Click **Next**. 7. Select the fields shown on the pre-chat form. 1. To change the order of the fields, use the up arrow and down arrow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For the Service scenario, fields are grouped by object. Contact fields always appear above Case fields. 2. To add a field, click **+**. You can add only fields that are available on the object. 3. To remove a field, click **X**. 4. To require customers to fill out a field, select **Required** next to the field. 5. Click **Save**. 8. Optionally, select a custom Lightning Component to replace the standard component. To learn more about custom components for pre-chat, see [Lightning Web Components for Embedded Service](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_services_web_lightning_web_components.htm) in the Embedded Service Developer Guide. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Turn off a pre-chat form by viewing your deployment in Setup and moving the pre-chat page slider to **Inactive**. To create custom labels for your form: - From Setup, in the Quick Find box, enter Rename Tabs and Labels, and then select **Rename Tabs and Labels**. - Set your primary deployment language from the Select Language dropdown list. - To rename a tab, select **Edit** next to the Contacts, Leads, or Cases based on your pre-chat objective. Select **Reset** to revert to the original name. - Enter the singular and plural forms of the new tab name. Also, if applicable for the language, select **Starts with a vowel sound** for labels that begin with a vowel to ensure the proper article (such as a or an). Then select **Next**. When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab. - Enter your labels for the standard field labels. If necessary, enter both a singular and plural form for each label. Select **Starts with a vowel sound** for labels that begin with a vowel. Then save your work. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important If you’re customizing the First and Last Name fields, complete each label separately. The First Name and Last Name labels (defined by Contacts and Leads in the Rename Tabs and Labels Setup) are used by the pre-chat form. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can use the pre-chat APIs to send nonstandard pre-chat details along with what’s available in setup. For more information, see [Expand the Pre-Chat Stage](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_web_prechat_functionality.htm) in the Embedded Service Developer Guide. #### See Also - [Customize Embedded Chat Labels](https://help.salesforce.com/s/articleView?id=service.embedded_chat_custom_labels.htm&release=264.0.0&type=5 "Create your own custom labels and manage the label language for your Embedded Chat deployment.") - [Rename Object, Tab, and Field Labels](https://help.salesforce.com/s/articleView?id=platform.customize_rename.htm&type=5&language=en_US) # Customize the Embedded Service Code Snippet Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can customize certain [parameters](https://help.salesforce.com/s/articleView?id=service.snapins_chat_parameters.htm&release=264.0.0&type=5 "You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.") that affect the appearance and behavior of the chat window. We respect the code snippet before your Embedded Chat settings when determining the chat window's appearance and behavior. You can customize the code snippet once and paste it on all your web pages, or customize the code snippet for certain web pages. 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service**. 2. Select the Embedded Service deployment that you want to work with. 3. In the Embedded Service configuration page, go to the Embedded Service Code Snippets section and click **Get Code**. 4. Copy the code snippet to a text editor or HTML editor. 5. In the text editor or HTML editor, specify the image URLs for the chat window parameters. 6. Save your changes. 7. Go to the Experience Builder for your help center. 8. Below components, click **Settings**. 9. In the navigation tree, click **Security**. 10. Under Content Security Policy, select **Allow inline scripts and script access to allowlisted third-party hosts** in the Script Security Level dropdown. 11. In the code snippet, find the field baseLiveAgentContentURL and copy the URL. 12. Click **Add Trusted Site** and name your new site. 13. Click **Add Site** and paste the URL from baseLiveAgentContentURL. 14. Publish your site changes. After modifying the code snippet, [add the code](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5 "Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.") to every web page where you want the chat window to appear. - **[Customizable Parameters in the Embedded Chat Code](https://help.salesforce.com/s/articleView?id=service.snapins_chat_parameters.htm&release=264.0.0&type=5)** You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline. #### See Also - [Add Your Embedded Chat to a Website](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5 "Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.") - [Customizable Parameters in the Embedded Chat Code](https://help.salesforce.com/s/articleView?id=service.snapins_chat_parameters.htm&release=264.0.0&type=5 "You can customize certain parameters that affect the appearance and behavior of the chat window so that the chat experience reflects your company’s branding. Use these parameters to customize the pre-chat background image, logo, waiting-state image, and your agent’s avatar picture. You also can customize the wording that appears on the chat button and on the chat window when the chat is loading, when agents are online, when agents are offline.") # Customize the Enter or Return Key in Enhanced Chat for Web By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up this feature:

Customize Application

AND Modify Metadata Through Metadata API Functions
1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. Select **View** from the dropdown menu for your deployment. 3. Click **Edit Settings**. 4. Select **Press Enter or Return to start a new line of text**. To use the Enter or Return key to send a message, deselect the checkbox. 5. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When the Enter or Return button is set to send a message, start a new line of text by pressing Option + (Enter or Return) (Mac) or pressing Alt + (Enter or Return) (Windows). When the Enter or Return button is set to start a new line of text, send a message by pressing Option + (Enter or Return) (Mac) or by pressing Alt + (Enter or Return) (Windows). # Customize the Field Service Classic Dispatch Console Make the Classic Dispatch Console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create custom appointment list filters. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Control Which Field Service Appointments Appear in the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_horizon.htm&release=264.0.0&type=5)** Dispatchers can view and filter service appointments in the appointment list and in the Gantt chart. Learn how to control which appointments appear in these sections of the Classic Dispatch Console. - **[Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5)** Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list. - **[Create Custom Actions for the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&release=264.0.0&type=5)** Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons. - **[Create Custom Appointment List Filters](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_list_filters_custom.htm&release=264.0.0&type=5)** Create custom filters in Field Service to control which appointments appear in the Classic Dispatch Console service appointment list. Base your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others. - **[Create Custom Appointment Icons](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_icons.htm&release=264.0.0&type=5)** Add custom icons to service appointments on the Field Service Gantt, map, and appointment list so dispatchers can quickly identify appointment characteristics. For example, use a custom icon to indicate that an appointment is for a VIP or first-time customer. #### See Also - [_Trailhead_: Supercharge Field Service](https://trailhead.salesforce.com/en/content/learn/trails/supercharge-field-service-lightning) - [Working in the Field Service Classic Dispatch Console Appointment List](https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5 "Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.") - [Work in the Field Service Classic Dispatch Console Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_gantt.htm&release=264.0.0&type=5 "The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue.") - [Working in the Field Service Classic Dispatch Console Map](https://help.salesforce.com/s/articleView?id=service.pfs_map.htm&release=264.0.0&type=5 "The Classic Dispatch Console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the map view and draw territories directly on the map.") # Customize the Field Service Classic Dispatch Console Map Control the information shown on the Classic Dispatch Console map. By default, the map shows markers for all service resources whose appointments are loaded in the Gantt or appointment list. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_map_overview.png) To navigate to the Classic Dispatch Console map, from the App Launcher, find and open the **Field Service** app, and then click **Field Service**. Then, click the **Map** tab. To pop out the map and drag it anywhere within the Classic Dispatch Console, hover over the Map tab from the Gantt and click ![Pop-out icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_popout.png). If you can’t see the map, ask your admin to enable sending geolocation and map data to Google and Apple from Field Service Settings in Setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Classic Dispatch Console map can appear different than the map displayed on service territory member detail pages because of a difference in geocoding granularity. As a rule, the Classic Dispatch Console map is more accurate. By default, the map center is Los Angeles. This default can't be changed. ## Choose What Information is Shown Click **Map Layers**, which opens on the Markers tab. Select the information to display for selected service resources: - **Live Positions**: When a service resource updates a service appointment’s status from their mobile device, their coordinates are automatically recorded. Live Position shows the latest coordinates saved in the system. - **Homebase**: The selected service resource’s home base, set on their detail page. - **Service Appointments**: All service appointments that are assigned to the selected service resource and shown in the appointment list. - **Service Territories**: The resource’s service territories. ## Choose Which Service Resources are Shown Click **Map Layers**, then click the Service Resources tab. Use the search to select one or more service resources whose information you want displayed on the map. ## Display Report Data Click **Map Layers**, then click the Reports tab. Select reports containing geolocation fields that you want to be displayed on the map. This way, you can view location-based standard or custom objects as separate map layers. Only tabular reports in the Field Service Reports folder appear in the Reports tab. By default, the markers’ icons on the map are styled as the object type in the first column in the report. Up to 10 additional columns are visible inside the marker’s info window. Up to 500 total report markers can be displayed on the Gantt map at one time. If a report has more than 500 markers, consider adding more filters. When you use reports in the Classic Dispatch Console map, all report limitations apply. See [Reports and Dashboards Limits and Allocations](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_dashboards_limits.htm&language=en_US). ## Manage Map Polygons Click **Map Layers**, then click the Polygons tab. Choose which polygons are displayed, customize their color-coding, and create polygons. You can also create and manage polygons from the Map Polygons tab in your Salesforce environment. ## View Traffic Conditions Click **Traffic** at the top of the map to show traffic conditions. - **[Customize Icons and Colors for Reports](https://help.salesforce.com/s/articleView?id=service.pfs_customize_reports_icons.htm&release=264.0.0&type=5)** Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation fields. #### See Also - [Customize Icons and Colors for Reports](https://help.salesforce.com/s/articleView?id=service.pfs_customize_reports_icons.htm&release=264.0.0&type=5 "Give your reports contrast on the Gantt map by customizing their icons and colors. You can map any tabular report that has geolocation fields.") # Customize the Field Service Mobile App Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and create unique mobile experiences for different user profiles. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Users must re-log in to the app to receive metadata updates like page layout changes. - Salesforce doesn’t recommend manually deleting metadata. If the mobile device goes offline immediately after metadata is deleted, data may not be available until the device is back online. After metadata is deleted, refresh all application tabs—Schedule, Inventory, and Profile—by pulling down on each screen. - **[Move to Lightning Data Service for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_lightning_data_service.htm&release=264.0.0&type=5)** Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components (LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup. - **[Customize and Extend the Field Service Mobile App with Lightning Web Components](https://help.salesforce.com/s/articleView?id=service.mfs_overview_lwc.htm&release=264.0.0&type=5)** Lightning web components (LWCs) let you create your own experiences using Quick Actions to customize the app to meet your business needs. LWCs represent the best of the Salesforce platform, bringing modern web standards in performant, modular components that are easy to build. - **[Customize the Field Service Mobile App by User Profile](https://help.salesforce.com/s/articleView?id=service.mfs_settings.htm&release=264.0.0&type=5)** Assign unique configurations of mobile app settings to different user profiles to accommodate the needs of contractors, supervisors, and other app users. - **[Customize Tabs with the Field Service Mobile App Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder.htm&release=264.0.0&type=5)** The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab navigation and give users quick access to screens and records based on their role. - **[Customize Screens in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_layouts_page.htm&release=264.0.0&type=5)** Control which fields users see in the Field Service mobile app by updating page and search layouts. - **[Set Up Custom Actions in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_actions.htm&release=264.0.0&type=5)** Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app. - **[Brand the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_branding.htm&release=264.0.0&type=5)** Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments. - **[Customize Push Notifications for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_push_notifications.htm&release=264.0.0&type=5)** Push notifications alert your mobile workforce to approaching appointments and scheduling changes. - **[Set Up the Field Service Mobile Widget](https://help.salesforce.com/s/articleView?id=service.mfs_widget_setup_parent.htm&release=264.0.0&type=5)** Let mobile workers view their next appointment’s details, update the status of appointments from Dispatched to En Route, and navigate to appointments directly from the home screen. - **[Create App Extensions for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_extension.htm&release=264.0.0&type=5)** Create app extensions to let users pass data from the Field Service app to another app. - **[Add Flows to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow.htm&release=264.0.0&type=5)** Guide your team through mobile flows in which they can view information, create and update records, and trigger input-based actions. #### See Also - [Using the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_use_app.htm&release=264.0.0&type=5 "Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app.") # Customize the Field Service Mobile App by User Profile Assign unique configurations of mobile app settings to different user profiles to accommodate the needs of contractors, supervisors, and other app users. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To configure Field Service Mobile Settings: Customize Application
For example, you can create a different branding experience for contractors, or assign particular geolocation settings or app extensions to mobile workers versus supervisors. Alternatively, you can use the same settings configuration for all users. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select **Field Service Mobile Settings** 2. Your org comes with one settings configuration named Field Service Mobile Settings, which is assigned to all user profiles by default. 1. To edit that configuration, click **Edit**. 2. To create a new configuration of mobile settings that can be assigned to different user profiles, click **New**. 3. Update the label if desired. For example, you might want two settings configurations named Supervisor Settings and Technician Settings, respectively. 4. Update the settings as needed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To give app users edit access to their field service records, select **Enable Full Edit on Records**. If you want to restrict editing from the mobile app, don’t select this option. 5. Click **Save**. 6. Click **Mobile Settings Assignment**, then click **Edit Assignment** to assign your settings configurations to user profiles. #### See Also - [Brand the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_branding.htm&release=264.0.0&type=5 "Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.") - [Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5 "Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.") - [Set Up Custom Actions in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_actions.htm&release=264.0.0&type=5 "Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app.") # Customize the File Sharing Experience in Enhanced Chat Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. From the dropdown menu next to your channel name, select **Edit**. 3. In the Attachments section, select **Let customers send files to service reps and AI agents**. Then enter a maximum file size and select the file types that that end users can send to service reps and AI agents. By default, the maximum file size is 5 MB. End users can only send JPEG, PNG, and PDF files to AI agents. They can send up to 5 files in one message and up to 10 files in a conversation. End users can send over 900 file types to your service reps and service reps can send 14 file types to end users. For a full list, see [Supported File Types in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_supported_file_types.htm&release=264.0.0&type=5 "In Enhanced Chat, end users can send over 900 file types to your service reps. Files appear as attachments that service reps can download to view."). 4. Click **Save**. 5. If you’re using Enhanced Web Chat, publish your embedded service deployment. If you’re using Enhanced In-App Chat, the changes appear if your SDK is on the latest version. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. From the dropdown arrow to the right of your deployment, select **View**. 3. Click **Publish**. 6. If you're deploying an AI agent to your Enhanced Chat channel, [set up file uploads for your agent](https://help.salesforce.com/s/articleView?id=ai.agent_file_upload_configure.htm&type=5&language=en_US). 7. If you’re adding your Enhanced Chat deployment to an Experience Cloud site that allows guest users, give them permission to upload files. 1. From Setup, in the Quick Find box, enter Salesforce Files, and select **General Settings**. 2. Select **Allow site guest users to upload files**. - **[Supported File Types in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_supported_file_types.htm&release=264.0.0&type=5)** In Enhanced Chat, end users can send over 900 file types to your service reps. Files appear as attachments that service reps can download to view. #### See Also - [_Salesforce Help:_Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5 "Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).") # Customize the General Branding for Your Chat Window Select the colors and font used in your chat window to reflect your company’s brand identity. ### Required Editions
View supported editions.
User Permissions Needed
To set up Embedded Chat: Customize Application AND Modify Metadata
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you start, get the color codes for your company’s brand from the team that maintains the website. You can specify branding colors by entering their Hex code or RGB code, or by selecting a color in the color palette. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important We don’t support adding custom CSS to your embedded component. We support using only the branding options in setup and in the customizable parameters in the code snippet. If you have custom CSS in your embedded component, it’s your responsibility to test your chat window each release to ensure that it functions properly. To customize the branding of your chat window: 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service Deployments**. 2. Find the deployment that you want to work with, click the down arrow to the right and select **View**. 3. In the Embedded Service configuration page, go to the Branding section and click **Edit**. 4. Select the colors that you want to show in the chat window. Enter the color using the Hex code. To enter an RGB code or to select a color from the palette, open the color palette by clicking the down arrow in the color field. 5. Select the font that you want to use in the chat window. 6. Click **Finish**. The screenshots show how the branding elements appear in the chat window. ![Screenshots showing the branding elements in the snap-in](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snap-ins_branding_screenshots.png)
Brand Elements That Can Be Customized in a Chat Window
Brand Element Description
Brand Primary

Sets the color of the:

  • Pre-chat image backdrop
  • Pop message outlines
  • Loading animation
  • Loading animation when chat is minimized

By default, the color is set to hex #222222 (Night Black).

In the screenshots, brand primary elements are indicated by [1].
Brand Secondary

Sets the color of the:

  • Action buttons, such as “Start Chatting” or “Chat with an Expert”
  • Input field focus
  • Send button
  • Guest message chat payload
  • Secondary buttons
  • Chat when it is minimized and there’s a new message

By default, the color is set to #005290 (Nimbostratus Blue).

In the screenshots, brand secondary elements are indicated by [2].
Contrast Primary

Sets the color of the:

  • Chat body text
  • Chat input text

By default, the color is set to #333333 (dark gray).

The background color is white.

In the screenshots, contrast primary elements are indicated by [3].
Header

Sets the color of the:

  • Chat header bar
  • Chat button when the chat is minimized

By default, the color is set to hex #222222 (Night Black).

In the screenshots, the header element is indicated by [4].
Header Text

Sets the color of the:

  • Chat header text and icon

By default, the color is set to #222222 (Night Black).

In the screenshots, the header text element is indicated by [5].
Header Alternate

Sets the color of the:

  • Chat state waiting header
  • Chat state header and announcement area

By default, the color is set to #cb2b19 (red).

In the screenshots, the header alternate is indicated by [6].
Font

Sets the font used in the chat widget.

The following fonts are supported in mobile browsers for both iOS and Android: Georgia, Times New Roman, Arial, Courier New

The following fonts are supported in mobile browsers for iOS only: Trebuchet MS, Verdana, and Lucida Console

Note
Note If you select a font that isn’t available for a chat visitor’s mobile browser, the browser’s default font is displayed.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Changing the branding of an existing chat window changes the code snippet for the chat window. If you update the branding for an existing window, you must update the code snippet on your web pages. If you customized the code snippet, you must add those customizations to the new code snippet. - **[Customize Chat Window Branding for a Experience Site](https://help.salesforce.com/s/articleView?id=service.embedded_chat_communities_branding.htm&release=264.0.0&type=5)** Select the chat window colors and font to reflect your company’s brand identity on an Experience Cloud site. #### See Also - [Add Your Embedded Chat to a Website](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5 "Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.") - [Customize the Embedded Service Code Snippet](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_code.htm&release=264.0.0&type=5 "Use a text or HTML editor to customize the optional parameters in the Embedded Service code snippet.") - [Customize Additional Chat Branding](https://help.salesforce.com/s/articleView?id=service.snapins_customize_additional_branding.htm&release=264.0.0&type=5 "Set the base font size, width and height, and images for your Embedded Chat deployment.") # Customize the Grounded Service Replies Prompt Templates Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited editions with the Einstein for Service add-on.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
To create and manage retrievers: Data Cloud permission set
To run prompts with Einstein Search: Data Cloud User permission set
For Grounded Service Replies template types, the LLM also incorporates information from knowledge articles or uploaded files in the assigned Agentforce Data Library to draft responses. See [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US). To customize the Draft Service Replies with Grounding we recommend you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcripts. You can still add and test your own instructions if you save a new version of the template. 1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. If you have Agentforce Data Library set up and active, under Prompt Templates are two Service Replies prompt templates with the Grounded Service Replies template type: 1. Draft Service Replies with Grounding - Live Chat 2. Draft Service Replies with Grounding - Messaging Session ![A table of four active Service Replies prompt templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_prompt_templates.png) 2. To edit the standard prompt template, select it and you're redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace. ![The prompt workspace with the Draft Service Replies with Grounding - Messaging Session prompt template open with test inputs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_prompt_builder_grounded_messaging_session.png) For Grounded Service Replies template types, the standard prompt template user instructions also include the task for the LLM, text from the conversation transcripts, and any response limits. In addition it references the Agentforce Data Library assigned to Service Replies for grounding via the dynamic retriever. 3. To test the Draft Service Replies with Grounding prompt templates, you need the conversation transcript, LLM search query, conversation object, and the retriever ID. From the Test Inputs tab, enter the conversation transcript and search for the Messaging Session or Live Chat conversation object. For the LLM search query, you can enter any text or enter the LLM Search Query returned by the Draft Service Replies from Context prompt template. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip To test a query that is most similar to runtime results, open a Draft Service Replies from Context prompt template. Enter the conversation transcript and conversation object you want to test with the Grounded Service Replies prompt template. Click **Preview** and, in the response copy the output for search\_query. Paste the search\_query output into the LLM Search Query test input for the Grounded Service Replies prompt template. The retriever is already created and activated in Einstein Studio. To get the retriever ID or name, go to the retriever setup in Einstein Studio. 4. Click **Preview** to see how your changes to the prompt template impact the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US) 5. When you’re satisfied with the outputs, click **Activate**. If there are multiple available templates, Service Replies uses the most recently modified active template version when recommending responses to users. # Customize the Health Verification Pages Edit the text, fields, privacy and legal attestations, and images in your Health Verification Form LWC pages. The Health Verification Form LWC page is a single page with multiple page states: Landing Page, Consent Acknowledgment Page, Health Verification Request Form, Status Pages, Terms & Conditions and Privacy Notice Page, and FAQs Page. To change the LWC components, we recommend using the Salesforce CLI command `project retrieve start` to retrieve the source, which is metadata in source format. We also recommend using `project deploy start` to deploy source. For more information, see the Salesforce CLI Command reference for the [project](https://developer.salesforce.com/docs/atlas.en-us.sfdx_cli_reference.meta/sfdx_cli_reference/cli_reference_project_commands_unified.htm) commands. Here’s an example of the steps for changing the Health Verification Form LWC. 1. In an existing Salesforce DX project, retrieve all the metadata from the Safety Cloud Template package by running this command in the terminal. ``` sf project retrieve start --package-name "Safety Cloud Template" --target-org ``` 2. Change the LWC components to suit your needs. 3. Deploy your changes by running this command in the terminal. ``` sf project deploy start --source-dir "Safety Cloud Template/main/default/lwc" --target-org ``` **Modify the Consent Acknowledgment Page** ![The COVID-19 Status consent acknowledgement page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_pkg_consent_acknowlegment_22.png) The consent acknowledgment page contains attestations that are necessary to comply with legal requirements for obtaining recipients’ information about their COVID-19 status. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_important.png) Important Consult with your organization’s own legal counsel to include appropriate language for your own particular use cases. Also, consult with legal counsel to ensure compliance with local privacy and healthcare laws, and any other applicable laws or guidance. **Modify the Health Verification Request Form** Every event that requires Health Verification is represented through the system as an Occasion. An Occasion can have multiple events at multiple locations over multiple days. For each of those event instances, there must be a unique health verification with its own Occasion Setting record. In each Occasion Setting record, you configure details like the name and graphic on the Health Verification form and which verification methods are acceptable for the event. Safety Cloud comes with Occasion Rules and Regulations that stipulate which vaccine brands or test providers are acceptable for Health Verification for you to configure. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note You can also configure your own Occasion Rules & Regulations based on event-specific requirements. For every Health Verification form submitted, Safety Cloud creates a Health Verification record of a particular verification type (test, vaccination) and status (needs review, verified). These Health Verification records dictate the automation of the system. ![Customer health verification request form.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_pkg_health_ver_request_1.png) The form contains the Health Verification Method picklist, date picker, Vaccine Brand Name picklist, and file upload component. Users who select **Documentation of COVID-19 with recovery** as the verification method can be required to upload more than one type of verification data, per government health agency guidelines. For example, in the U.S., if a person selects **Documentation of COVID-19 with Recovery**, the CDC requires two types of verification data. The person must provide a positive COVID-19 test result within 90 days of the event date. The person must also provide a signed letter on official letterhead from the user’s healthcare provider. Or they can have a public health official state that they meet the criteria to end isolation. We recommend creating an Apex job to automatically delete the Health Verification file attachments or Health Card records and related health information for users who select the Health Card QR Code Verification Method. By default, the related attachments on Health Verification records are deleted 24 hours after the date in the Event Date field. You can change the scheduled job based on your data retention and file deletion policies, but consult with your organization’s legal counsel before doing so. Consulting with legal council helps ensure that you adhere to local privacy laws and regulations. To learn more, see [Automatically Delete Health Verification Attachments and Health Card Records with an Apex Job](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_delete_hv_attachments.htm&release=264.0.0&type=5 "Help keep customers’ personal health information private and safe by regularly deleting verification files and Health Card records. Simply schedule the job, and it runs at the specified time.") . **Modify the Status Pages** Three status pages, In Review, Accepted, and Rejected, show customers their request status and how to contact you for more information. Edit the provided text, and make sure to replace the placeholders, like the phone number. **Add Content to the FAQ Page and Terms & Conditions Page** Edit the text in the placeholder pages for FAQs and your Terms & Conditions and Privacy Notice with your own content. In the faq.js file, there’s an example that shows how to format different FAQs based on the OccasionId. Each FAQ can be shared across multiple Occasions. For example: ``` options = [ { id: 1, occasionIds: ['a0GB000001bfot6MAA'], question: 'Sample Question Label 1', answer: 'Sample Answer Label 1' }, { id: 2, occasionIds: ['a0GB000001a7BbfMAE'], question: 'Sample Question Label 2', answer: 'Sample Answer Label 2' } ]; ``` In the termsAndConditions.js file, there’s an example that shows how to format different Terms & Conditions based on the OccasionId. Each Occasion has only one label for Terms & Conditions. For example: ``` options = { 'a0GB000001a7BbfMAE': termsAndConditionsBodySample, 'a0GB000001bfot6MAN': 'Sample' }; ``` #### See Also - [Create an Occasion](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_object_setup.htm&release=264.0.0&type=5 "Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event.") - [Create an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_setup.htm&release=264.0.0&type=5 "Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form.") - [Add a Logo for an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_static_resource_upload.htm&release=264.0.0&type=5 "You can add an image to the included static resource for an Occasion Setting. Images can include graphical elements such as a company logo or other images to enhance or customize the form’s appearance. Adding a logo or other image to the Occasion Setting is optional.") - [Create Occasion Rules and Regulations for an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_rules_reg.htm&release=264.0.0&type=5 "Use the Occasion Rules & Regulations that come with Safety Cloud to stipulate which verification methods and vaccination and testing time ranges are acceptable for Health Verification. You can also configure your own Occasion Rules & Regulations based on event-specific requirements.") - [sfdx](https://developer.salesforce.com/docs/atlas.en-us.sfdx_cli_reference.meta/sfdx_cli_reference/cli_reference.htm) # Customize the Incident Alerts All Tab Show a custom incident list view from the Incident Alerts utility All tab. By default, an out-of-the-box All Incidents (Default) list view is shown. ### Required Editions
View supported editions.
You can add only public or shared list views to the Incident Alerts All tab. You can also customize the default All Incidents list view’s filters or fields to change which incidents and fields are shown to incident teams in the utility. 1. Create a custom Incidents list view. 2. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 3. Under Set Up Broadcast Alert, find Add Incident Alerts Utility, and select **Go to App Manager**. 4. Click the dropdown next to the console app that uses the Incident Alerts utility, then click **Edit**. 5. Under Utility Items, select **Incident Alerts**. 6. Under Component Properties, find All Incidents List View, and select your custom public or shared list view. ![All Incidents List View field highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_all_incidents_field.png) 7. Save your changes. 8. Refresh the browser to see the new list view from the Incident Alerts utility. # Customize the Incident Page Layout and Record Page for IT Service Customize the incident page layout and configure the record page to capture important details for Incident Management. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize page layouts: Customize Application
To use configuration items in incident records, enable Confirguration Management Database (CMDB). We recommend creating separate page layouts for incident fulfillers and employees for the incident object. 1. Customize fields or define new custom fields and picklist values to suit organizational needs. - To add, edit, delete, and customize object fields, see [Manage Fields for a Specific Object](https://help.salesforce.com/s/articleView?id=platform.viewing_fields.htm&type=5&language=en_US). - To add or edit picklist values of object fields, see [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US). 2. Add components to the incident record page to view and manage affected and impacted configuration items. 1. Open an incident record. 2. From the Setup menu, select **Edit Page**. 3. In the Lightning App Builder, drag and drop **Related Affected Config Items** and **Related Impacted Configuration Items** components to the desired region on the page. These components are available only when Configuration Management Database (CMDB) is enabled. 4. Click **Save**. 5. Click **Activate** to make the page available in Lightning Experience. 3. Add the Comments component to the incident record page so that fulfillers can post ticket comments. 1. Open an incident record. 2. From the Setup menu, select **Edit Page**. 3. In the Lightning App Builder, drag and drop the **Comments** component to the desired region on the page. 4. In the component properties, set the default visibility for new comments to **Public** or **Private**. Fulfillers can change the visibility of a comment before they post it. Set the default that is safest for your team. 5. Click **Save**. 6. Click **Activate** to make the page available in Lightning Experience. Repeat these steps for the Service Request object. To post and manage comments, see [Add Ticket Comments to an Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity."). # Customize the Messaging Opt-In and Opt-Out Experience With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
#### See Also - [Messaging User Fields](https://help.salesforce.com/s/articleView?id=service.livemessage_messaging_user_fields.htm&release=264.0.0&type=5 "Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel.") - [Object Reference: MessagingEndUser](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) ## Customer Consent Preferences In most messaging channels, customers who start a conversation by sending a message to your company are deemed to consent to communication. There are a few exceptions to this rule: in short code channels, customers must send one or more keywords to explicitly opt into receiving messages. And in enhanced Messaging channels, you can choose to require customers to explicitly opt in. Customers’ consent levels for a channel range from Opted Out—meaning no messages are allowed—to Double Opted In—meaning the customer verified twice that your company can message them on that channel. In Salesforce, each customer’s communication preference is tracked on their messaging user record for a particular channel. A customer can have different consent statuses across different channels. For example, they can explicitly opt into communication on your WhatsApp channel and opt out on your SMS channel. ![Messaging Users related list showing consent status](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/meu_consent_status.png) ## Consent Requirements for Messaging Channels Just as customers have their own consent level for a channel, you choose a required consent level for each channel that you create. When a customer’s consent level for a channel meets the required consent level, they can receive messages on the channel. Review these consent levels.
Consent Level Description
Implicit Opt-In By sending your company a message, the customer indicates that they consent to receive messages on this channel. In enhanced channels and Enhanced Chat, customers don’t receive an automatic opt-in message when they’re implicitly opted in to receive messages.
Explicit Opt-In

The customer explicitly consents to receive messages from your company. Here’s what that might look like:

  • Customer: Hi, I need help with an order.
  • You: (Opt-in prompt) Thanks for connecting with us! To opt in to receiving messages, reply Yes.
  • Customer: (Opt-in keyword) Yes
  • You: (Opt-in confirmation) Thanks for opting in and allowing us to send you messages.
Double Opt-In

The customer explicitly consents to receive messages from your company, and then confirms their consent. Here’s what that might look like:

  • Customer: Hi, I need help with an order.
  • You: (Opt-in prompt) Thanks for connecting with us! To opt in to receiving messages, reply Yes.
  • Customer: (Opt-in keyword) Yes
  • You: (Double opt-in prompt) To confirm your response, reply Start.
  • Customer: (Double opt-in keyword) Start
  • You: (Opt-in confirmation) Thanks for opting in and allowing us to send you messages.
Opt-Out

The customer sends an opt-out keyword, such as STOP. When a customer opts out, they receive an opt-out confirmation message. They then stop receiving messages, and all of their open chats are closed.

In addition to using opt-out keywords, customers can opt out from receiving messages in Apple Messages by swiping left on a chat in Apple Messages to delete it, and then replying Yes to the confirmation prompt.

In toll-free long code SMS channels, the opt-out process is controlled at the network level and can't be customized or turned off in Salesforce.

If a customer blocks your company on Facebook Messenger, service reps can’t contact that customer again. If a customer deletes the Facebook Messenger message thread, reps can’t contact that customer again until the customer resumes the conversation.

In any channel, if a customer opts out of messages and then sends a new message, they’re considered to have opted back into receiving messages. If the channel’s consent type is Explicit Opt-In or Double-Opt-In, they’re then prompted for an opt-in keyword.
## Configure Consent Settings for an Enhanced Channel Set the consent settings for each enhanced Messaging channel. You can use different settings for each language. 1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**. 2. Find your channel in the list. Click the channel name. 3. In the Consent Type field of the Messaging Consent Settings section, select the level of required consent for your company to send messages on this channel to customers. This option is available for enhanced Messaging channels only. - Implicit Opt-In. This option is the default. By sending your company a message, the customer consents to receive messages. - Explicit Opt-In. The customer must send an opt-in keyword to receive messages. ![Messaging Consent Settings screen showing keywords in three languages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_consent_2.png) 4. To set the consent settings for a new language, click **Add Language** and select the language. 5. To change the consent settings for an existing language, click **Edit** in the dropdown next to an existing language. 6. Enter the consent settings, help keywords, and custom keywords.
Field Description Example Required?
Opt-In Keywords (Not available in Enhanced Chat) Keywords your customers can send to agree to receive messages on this channel. You can add opt-in keywords for every language you support. START, OPT IN Short codes only
Opt-In Confirmation

(Not available in Enhanced Chat) The message sent after a customer sends an opt-in keyword. The confirmation acknowledges that the customer consents to receiving messages from your company on this channel.

In enhanced Messaging channels, customers don’t receive an opt-in confirmation when they’re implicitly opted in to receive messages.

 By default, the opt-in message is “Thanks for opting in and allowing us to send you messages.” SMS and short codes only
Opt-Out Keywords

Keywords your customers can send to opt out of receiving messages on this channel. When a customer sends an opt-out keyword, they receive an opt-out confirmation, and then stop receiving messages. You can add opt-out keywords for every language you support. The default keywords are:

  • Stop
  • Stopall
  • Unsubscribe
  • Cancel
  • End
  • Quit
  • Revoke (not visible in channel settings)
  • Opt out (not visible in channel settings)
 STOP Yes
Opt-Out Confirmation The message sent after a customer sends an opt-out keyword. You can customize this for every language you support. American and European privacy regulations require opt-out confirmation. By default, the opt-out message is “You’ve opted out of receiving messages from us, so we won’t contact you again.” Yes
Double Opt-In Prompt (Not available in Enhanced Chat) Asks customers to confirm that they agree to receive messages on this channel. This message is sent in channels that require double consent. To opt in, customers can reply with a double opt-in keyword. To confirm your subscription to [Campaign Name] [Description] Alerts, reply YES. Reply HELP for help. Reply STOP to cancel at any time. Msg&data rates may apply. Short codes only
Double Opt-In Keywords (Not available in Enhanced Chat) Keywords your customers can send to doubly agree to receive messages on this channel. You can add double opt-in keywords for every language you support. Your opt-in keywords and double opt-in keywords should be different. CONFIRM, YES, Y  
Help Keywords Keywords your customers can send to request help during a conversation. You can add help keywords for every language you support. HELP, AIDE Short codes only
Help Response The response sent to customers when they send a help keyword. You can customize this for every language you support. [Campaign Name] [Description] Alerts: Help at [source of help] or [toll free number]. Msg&data rates may apply. [Message frequency]. Text STOP to cancel. Short codes only
Custom Keywords Keywords your customers can send to receive a custom response. For example, use custom keywords to automate the sharing of company-specific information, or to comply with country-specific regulations. You can add custom keywords for every language you support. INFO Short codes only
Custom Response The response sent to customers when they send a custom keyword. You can customize this for every language you support. [Campaign Name] [Description] Alerts: Contact us at [web URL] or [email address]. Msg&data rates may apply. [Message frequency]. Text STOP to cancel. Short codes only
7. Save your changes. ## Configure Consent Settings for a Standard Channel Set the consent settings for a standard Messaging channel 1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**. 2. Click **Edit** in the channel’s action menu. ![Consent settings for a Messaging channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_consent_1.png) 3. Make your changes. 4. Save your changes. We get you started with some default opt-in and opt-out keywords, but you can replace these keywords with your own. For help configuring each auto-response, see [Customize Auto-Responses in Service Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&language=en_US&type=5). # Customize the MS Teams Apps for Employees and IT Teams Configure custom list views for Microsoft Teams apps to match your organization's support workflows. Choose objects, and then select and reorder the columns that appear for each persona, such as employees and IT teams in Microsoft Teams apps. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Microsoft Teams: View Setup and Configuration
## Configure Custom Tabs for Salesforce IT Service App in Microsoft Teams Add custom tabs, choose choose columns for list views, and edit or remove tabs and columns to determine what employees see in the Salesforce IT Service app for Microsoft Teams. IT Service provides tabs for all custom objects and these standard objects: Incident, Case, Service Request, Knowledge, Approval Work Item, Employee Enablement, and My Assets. 1. From Setup, in the Quick Find box, enter MS Teams Configuration, and then select **MS Teams Configuration**. The IT Service App Settings page lists the custom tabs that are already configured for the app. 2. To add a custom tab, click **Add Custom Tab**. 3. From the Object dropdown, select the object that you want to add a tab for, such as Incident, Case, Service Request, Problem, Change Request, or Knowledge. 4. For Custom Tab Name, enter the name to display for the tab, and then click **Next**. 5. On the Select Columns page, move the fields that you want to display from Available Columns to Selected Columns. - - To add a field, select it in Available Columns, and click the right arrow to move it to Selected Columns. - To change the column order, select a field in Selected Columns, and click the up and down arrows. 6. Save your changes. 7. To edit an existing custom tab's name or object, click the dropdown arrow next to the tab, and select **Edit**. Update the object or custom tab name, and then click **Next** to update the tab's columns. 8. To remove a single column from a custom tab, expand the tab, and click **Remove** next to the column name. In the confirmation window, click **Delete**. 9. To delete an entire custom tab, click the dropdown arrow next to the tab, and select **Delete**. In the confirmation window, click **Delete**. ## Configure Custom List View for Salesforce IT Desk App in Microsoft Teams Create, clone, customize, sort, and delete list views to help your IT Teams find and organize the IT tickets that matter most. Build a list view from scratch or clone an existing one to reuse its settings. Choose which fields display as columns, sort those columns, and filter the view to show a specific slice of IT tickets, such as open incidents or incidents assigned to you. Delete list views you no longer need. IT Desk supports all custom objects and these standard objects: Incident, Case, Service Request, Problem, Change Request, Release, Knowledge, Entitlement, Approval Work Item, Account, Contact, and Employee. For more information about the Agentic IT Service Desk console, see [Agentic IT Service Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_console_parent.htm&type=5&language=en_US). To create a custom list view, see [Create a Custom List View in Lightning Experience](https://help.salesforce.com/s/articleView?id=xcloud.customviews_lex.htm&type=5&language=en_US). # Customize the Release Page Layout and Record Page for IT Service Customize the release page layout and configure the record page to capture key details for Release Management. Add required fields, related lists, and the action plan component to track dependencies and align processes with your business needs. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize page layouts: Customize Application
To use configuration items in release records, enable Confirguration Management Database (CMDB). 1. Customize fields or define new custom fields and picklist values to suit organizational needs. - [Add, edit, delete, and customize object fields](https://help.salesforce.com/s/articleView?language=en_US&id=platform.viewing_fields.htm&type=5). - [Add or edit picklist values of existing object fields](https://help.salesforce.com/s/articleView?language=en_US&id=platform.updating_picklists.htm&type=5). 2. Add components to the release record page to view and manage affected and impacted configuration items. 1. Open a release record. 2. From the Setup menu, select **Edit Page**. 3. In the Lightning App Builder, drag and drop **Related Affected Config Items** and **Related Impacted Configuration Items** components to the desired region on the page. These components are available only when Configuration Management Database (CMDB) is enabled. 4. Click **Save**. 5. Click **Activate** to make the page available in Lightning Experience. 3. Add the Action Plans List component to the Release page. See [Add Action Plans to Record Pages](https://help.salesforce.com/s/articleView?id=ind.fsc_action_plans_admin_add_to_fsc_pages.htm&language=en_US). # Customize the Rep Experience Give contact center reps the information they need to help customers on the phone. ### Required Editions
View supported editions.
- **[Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5)** The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription. - **[Set Up the Service Console App for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_org_config.htm&release=264.0.0&type=5)** Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls. - **[Set Up an App with Standard Navigation and Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_standard_app.htm&release=264.0.0&type=5)** To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget. - **[Configure the Phone Book for Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_phone_book.htm&release=264.0.0&type=5)** Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility. - **[Mask Customer Phone Numbers](https://help.salesforce.com/s/articleView?id=service.voice_mask_customer_phone_numbers.htm&release=264.0.0&type=5)** Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts. - **[Respect Rep Capacity for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5)** Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call. - **[Sync Rep Presence Statuses Automatically](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&release=264.0.0&type=5)** Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work. - **[Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5)** To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect. - **[Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5)** Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change. - **[Grant Reps Access to View Rep Statuses When Transferring Calls](https://help.salesforce.com/s/articleView?id=service.view_agent_statuses.htm&release=264.0.0&type=5)** To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only. - **[Resolve Common Status Conflicts](https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5)** To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc\_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc\_pending. - **[Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&release=264.0.0&type=5)** Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click **More**. - **[Let Reps Pause and Resume Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_control_call_recording.htm&release=264.0.0&type=5)** Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. - **[Set Up Desk Phones for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&release=264.0.0&type=5)** You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls. - **[Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5)** To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set. - **[Configure Caller ID](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5)** Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed. - **[Prevent Reps from Receiving Calls Until SSO Is Complete](https://help.salesforce.com/s/articleView?id=service.voice_connector_readiness.htm&release=264.0.0&type=5)** When reps log into Omni-Channel to take or make calls, Salesforce Voice with Telephony Providers uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. To prevent Omni-Channel from assigning calls to a rep before SSO finishes, turn on Voice Connector Readiness Check. When turned on, Omni-Channel waits for the telephony connector to report readiness before allowing reps to accept inbound work or to make a call. - **[Customize Automatic Task Creation](https://help.salesforce.com/s/articleView?id=service.voice_customize_automatic_task_creation.htm&release=264.0.0&type=5)** Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls. - **[Organize Voice Call Information into Separate Workspace Tabs](https://help.salesforce.com/s/articleView?id=service.voice_organize_voice_call_records_in_workspace_tabs.htm&release=264.0.0&type=5)** To keep call information separate and organized when reps begin calls from the console, open voice call records in unique workspace tabs rather than subtabs of related workspace tabs. - **[Set Up Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof. - **[Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5)** To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues. #### See Also - [Add More Call Context with Screen Pop](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_screen_pop_action.htm&type=5&language=en_US) # Customize the Scheduling Console Adjust the layout, features, and policies of the Scheduling Console to give dispatchers the tools they need to work efficiently. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Scheduling Console Settings page is where you manage and customize how the Scheduling Console works for your team. These settings can be adjusted at any time. Access the Scheduling Console Settings page from Setup. Enter Scheduling Console Settings in the Quick Find box, then select **Scheduling Console Settings**. You can also access the page from the Scheduling Console page in Salesforce Go. Go to the Migrate to the Scheduling Console section and click **Set It Up** next to **Customize the Scheduling Console**. The page includes settings in the following areas: Visibility, Actions, Layout, and Scheduling Behavior. **Visibility** | Setting | Description | | --- | --- | | Show Secondary Territory Members on Gantt | Show service resources assigned to multiple territories on the Gantt under their secondary territory membership. When turned off, only primary territory members are shown. For considerations about showing secondary territory members, see [Filter the Field Service Gantt by Service Territory](https://help.salesforce.com/s/articleView?id=service.pfs_territory.htm&type=5&language=en_US). | | Mark as Offline | Set the number of minutes that a service resource can be inactive before they're marked as offline. If the Online Offset field on the Service Resource object has a value, it overrides this setting. | | First Day of Week | Select the first day of the week that shows on the Gantt. | **Actions** Add custom actions that launch a Lightning Web Component or flow, call an Apex class, or open a Visualforce page. Actions can appear on records or specific console sections, like the Gantt. To create a custom action, click **Manage** to open the Create Custom Actions dialog. ![Create Custom Actions dialog with configuration options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_settings_page_custom_actions_modal.png) - Click **\+ New Action** (1). - Select an **Action Categories** option: Service Appointments, Mass Actions, Service Resources, Resource Absences, or Breaks (2). - Enter a name in the **Action Name** field (3). - Under **Action Type**, select how the action is triggered: Lightning Web Component, Flow, Apex Class, or Visualforce Page (4). - Select the component, flow, Apex class, or page in the corresponding field (5). - Select a **Required Custom Permission** to control which users can see the action (6). - Save your changes (7). After saving, you can select a custom action from the side panel to edit or delete it. **Layout** | Setting | Description | | --- | --- | | Service Appointment Lifecycle | Allow tracking of service appointment scheduling history on appointment records and in the service appointment side panel. See [Monitor Scheduling History with Service Appointment Lifecycle](https://help.salesforce.com/s/articleView?id=service.pfs_service_appointment_lifecycle.htm&type=5&language=en_US). | | Service Appointment Side Panel | Select a Lightning page that includes the appointment details dispatchers see in the service appointment side panel. The panel shows additional information from the service appointment record. Click **Open in App Builder** to customize the page in Lightning App Builder. See Customize the Service Appointment Side Panel in [Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&type=5&language=en_US). | **Scheduling Behavior** | Setting | Description | | --- | --- | | Scheduling Policy | Select the default scheduling policy for the console and auto-scheduling. | | Gantt Snap Time Interval | Set the snap time interval, in minutes, for service appointments and resource absences that are dragged or adjusted on the Gantt. | #### See Also - [Custom Actions in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_custom_actions.htm&language=en_US) - [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Customize the Self-Service Portal Home Page Customize the Self-Service home page to include the features you want users to see when they log in to your Self-Service portal. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. In the Portal Pages list, click **Edit** next to Home Page. 3. Choose the features you want to enable: 4. If you chose to show a message on the page, enter your message in the text box, using the formatting toolbar to change the size, color, or font. | Feature | Description | | --- | --- | | Show Top Solutions List | Lists the titles of up to five solutions of your choice on the Home Page. | | Show My Open Cases | Lists the open cases of the Self-Service user who is logged in. | | Show Message | The message that will be displayed at the top of the home page. You can enter a message of up to 32,000 characters including any HTML tags. | Select Show HTML to view your page message in HTML. You can’t save any JavaScript as part of your custom code, and [can only use certain HTML elements and attributes](https://help.salesforce.com/s/articleView?id=service.css_supported_html.htm&release=264.0.0&type=5 "Use HTML to customize the page message on your Self-Service portal pages."). 5. Optionally, insert merge fields for data that you want to replace dynamically. 6. Click **Save**. 7. To see how your Home Page will look, click **Preview** next to Home Page in the Portal Pages list. If you have customized the Self-Service style sheet, the preview shows your custom styles. If you checked Show Top Solutions List from the Home page, click **Add** in the Solutions related list of the Self-Service Settings page to search for and select solutions to display on the Home page. You can only select solutions that have been marked Visible in Self-Service Portal. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") # Customize the Self-Service Portal Log a Case Page The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. New cases submitted from this page are automatically created in Self-Service and assigned to the support representative or queue defined by your case assignment rules. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. In the Portal Pages list, click **Edit** next to Log a Case Page. 3. Select the Show Log a Case Page checkbox. 4. Select Show Message to display a message on this page. 5. If you enabled a page message, enter it in the text box, using the formatting toolbar to change the size, color, or font. Select Show HTML to view and edit your page message in HTML. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes. 6. Optionally, insert merge fields for data that you want to replace dynamically. 7. Click **Save**. 8. To change the fields that display on the page, click the **Page Layout** link. If a case field is tied to a validation rule, the rule can prevent Self-Service portal users from logging a case if they do not have access to fill in that field. Consider making those fields visible on the Log A Case page. 9. Click **Save** at any time to finish. 10. To see how your Log a Case Page will look, click **Preview** next to Log a Case Page in the Portal Pages list. If you have customized the Self-Service style sheet, the preview shows your custom styles. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") # Customize the Self-Service Portal Login Page Customize the Self-Service login page to specify what users see when they’re prompted to sign in to your portal. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. In the Portal Pages list, click **Edit** next to Login Page. 3. Check Show Message to display a custom message on the login page. 4. If you enabled a page message, enter it in the text box, using the format toolbar to change the size, color, or font. You can’t save any JavaScript as part of your custom code, and [can only use certain HTML elements and attributes](https://help.salesforce.com/s/articleView?id=service.css_supported_html.htm&release=264.0.0&type=5 "Use HTML to customize the page message on your Self-Service portal pages."). Optionally, select Show HTML to view and edit your page message in HTML. 5. Click **Save**. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") # Customize the Self-Service Style Sheet Select a predefined color theme, or download a sample Self-Service color theme so you can customize it. ### Required Editions
View supported editions
User Permissions Needed
To set up the Self-Service portal: Manage Self-Service Portal
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. This color theme allows you to incorporate your organization’s branding into your Self-Service portal. To customize the Self-Service color theme using a point-and-click editor, see [Customizing Your Self-Service Fonts and Colors](https://help.salesforce.com/s/articleView?id=service.css_editor.htm&release=264.0.0&type=5 "You can customize the fonts and colors of the Self-Service portal to reflect your company’s branding."). 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. Click **Self-Service Setup**. 3. Click the **View Color Theme Options** link in the page settings section. 4. Find a set of fonts and colors you like and click **Download This Color Theme**. To use a predefined color theme without customizing it, click **Select This Color Theme**. 5. Save the color theme you downloaded and give it to your webmaster if it needs more customization. The downloaded color theme is a CSS style sheet that your webmaster can edit. 6. Store the downloaded style sheet in a publicly accessible location and enter the URL for your style sheet in the Style Sheet URL field. 7. Click **Save**. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") # Customize the Service Appointment Workflow The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Service appointments come with the following statuses to represent stages in the workflow. - None - Scheduled - Dispatched - In Progress - Completed - Cannot Complete - Canceled ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Update the status names to fit your business by editing the Status picklist values in Setup. Changing the name doesn’t change a status’s automatic transition behavior. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When creating custom statuses, consider the status naming as there's a 40-character limit for status transitions. The status transition is defined as: Status 1 - Status 2. If this definition exceeds 40 characters, including the dash and the spaces, then the status transition isn't saved. Here’s how to customize your service appointment workflow. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Service Appointment Workflow**. 3. Click **SA Status**. Select a status value for each description. 4. Save your changes. 5. Click the **Status Transitions** tab. 6. Each row represents a transition or flow in the service appointment workflow. Modify the existing flows, delete flows, or add new ones. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a service appointment is unscheduled, its status changes to None. When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service appointment workflow. Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched status category. 7. Optionally, click **More Details** to limit the user profiles that can make each status change. You can also select a custom Visualforce page to display when a user tries to make the status change. Changing an appointment status in this way is only available from the status change chatter action on the service appointment record Feed tab, and not from the Gantt. Only status values that are permitted in your service appointment workflow settings are shown there. The status flow diagram at the bottom of the Status Transitions page shows your status flows, but doesn’t show profile-based restrictions. 8. Save your changes. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Manage Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&release=264.0.0&type=5 "Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.") # Customize the Service Console The Service Console app provides support reps a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To prepare for your transition to Agentforce Service (formerly Service Cloud) in Lightning Experience, watch [![play](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/play_btn.png) Get Ready to Transition to Service in Lightning Experience (English only)](https://salesforce.vidyard.com/watch/CrMscVo699ArqdBxRApTeQ). Then customize the Salesforce-provided Service Console app in Lightning Experience. You can always recreate your Salesforce Classic console app in Lightning Experience, but using Salesforce’s out-of-the-box app is faster and easier. You can create console apps in Salesforce Classic and Lightning Experience. Here’s the Service Console in Lightning Experience. ![Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/console_lex_service_no_callouts2.png) # Customize the Suggested Solutions Page You can enable and customize the Suggested Solutions Page from the Self-Service Portal Pages related list. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. The Suggested Solutions Page displays up to ten relevant solutions that may help users solve a particular case. When submitting a case or viewing cases in the Self-Service portal, users can view suggested solutions and close their cases themselves. To customize the Suggested Solutions Page: 1. Click **Edit** on the Suggested Solutions Page line. 2. Select Show Suggested Solutions Page to enable the page in the Self-Service portal. 3. Select a Self-Closed Case Status to show in the Status field for cases closed by Self-Service users. You must select at least one “Closed” value for this field. 4. Choose the maximum number of suggested solutions to display to users at one time. You can show a maximum of ten. 5. Select the Self-Closed Case Reasons that Self-Service users can choose from when they self-close their cases. 6. Check Show Message to display a message on this page. 7. If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size, color, or font. Optionally, check Show HTML to view your page message in HTML code. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes. 8. Optionally, insert any merge fields for data that you want to replace dynamically.. 9. Click **Save**. 10. To see how your Suggested Solutions Page will look, click **Preview** on the Suggested Solutions Page line. If you have customized the Self-Service style sheet, the preview shows your custom styles. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") # Customize the Supervisor Experience To enhance how supervisors interact with reps, customers, and your contact center, customize Command Center for Service. Because Command Center for Service supports multiple channel types, your customizations can impact the supervisor experience for other channel types, like messaging. ### Required Editions
View supported editions.
- **[Customize Command Center for Service for Voice](https://help.salesforce.com/s/articleView?id=service.voice_omni_supervisor_setup.htm&release=264.0.0&type=5)** At this point, you've already enabled Command Center for Service. It works. Now it's time to customize Command Center for Service to meet your needs. For example, to provide faster and better service to your customers, enable supervisors to change reps’ queues and skills. Add actions to the Command Center for Service tabs. To change what a group of supervisors sees in Command Center for Service, set up a supervisor configuration. And, to give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app. - **[Enable Listen In for Supervisors](https://help.salesforce.com/s/articleView?id=service.voice_listen_in_setup.htm&release=264.0.0&type=5)** Enable supervisors to listen in to any ongoing call from Command Center for Service. # Customize the Vaccine Eligibility Form Edit the text, fields, privacy and legal attestations, images, and redirect button in the vaccine eligibility form. The Vaccine Eligibility Form package includes four Visualforce pages for you to customize with your own text and images. ![The default Vaccination Sign-Up Page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_packages_form.png) You can edit all this information in the Visualforce pages. Text and Fields Edit the text for each Visualforce page that we create in your org: **Vaccination Sign-Up Form**, **Vaccination Sign-Up Success Page**, **Vaccination Sign-Up Start Page**, and **Vaccination Sign-Up Error Page**. In Vaccination Sign-Up Form, modify the form fields to change the information that you collect from recipients. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note Be mindful of the values you store about your recipients. We recommend that you avoid collecting information that you don’t need and any sensitive information that could be used for discrimination or other unlawful uses. For more information, see our [Acceptable Use and External-Facing Services Policy](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/policies/ExternalFacing_Services_Policy.pdf). To edit the picklist values on the Occupation and Area of Interest fields, include the new value as a custom label and refer to it in the Visualforce page. These are the values in the form by default: - Occupation - Chemical & Hazardous Materials - Communications & IT - Critical Manufacturing - Defense - Education & Child Care - Emergency Services - Energy - Financial Services - Food & Agriculture - Government/Community Based Essential Functions - Healthcare Worker - Industrial, commercial, residential sheltering facilities and services - Retired - Transportation & Logistics - Unemployed - Water & Wastewater - Other - Area of Interest - Covid-19 Care - New Patient Inquiry - Find a Doctor - Refer a Patient - Other Privacy and Legal Requirement Attestations The checkboxes in the sign-up form contain attestations that fulfill legal requirements around obtaining consent for collecting recipients’ information, receiving consent to contact them, and having recipients acknowledge they have received relevant information about the COVID vaccines and their risks and benefits. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_important.png) Important The provided text is intended as a sample only and should not be used in place of your own legal requirement attestation text for these checkboxes. Please consult with your organization’s own legal counsel to include appropriate language for your own particular use cases and to ensure compliance with local privacy and healthcare laws, as well as any other applicable laws or guidance. You must: - Edit **Vaccination Sign-Up Form** to replace the checkbox text with your own policies and legal requirements. - Replace the placeholder text with your organization’s own legal requirements attestation language, as provided by your organization’s legal counsel. This can include a brief privacy statement and acknowledgement with a link to your company’s main privacy notice or statement. - Confirm that you’re complying with all applicable laws and regulations before sending your sign-up form to recipients. Images To use your own images in the sign-up flow, upload them as static resources and save the static resource names. Then, edit each Visualforce page in the vaccination eligibility sign-up flow and replace the image references from the placeholder images to your images. We recommend that any people in your images are shown wearing protective face masks. Redirect Button The confirmation step in the sign-up flow contains two placeholder buttons: **View FAQs** and **New Sign-Up**. The **View FAQs** button contains a redirect link. ![The Vaccinaton Sign-Up Success Page with the View FAQs button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_packages_success.png) Edit the **Vaccination Sign-Up Success Page** and replace the **View FAQs** button text and link to reflect the page or resource where you want to redirect recipients after they’ve completed the form. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_important.png) Important If the Default Web Address is populated in the Force.com site for the four Visualforce pages, update the page references. For example, your page reference might change from `.../apex/vaxpk__PreRegEntry` to `.../YOURWEBADDRESS/apex/vaxpk__PreRegEntry`. #### See Also - [View and Edit Visualforce Pages](https://help.salesforce.com/s/articleView?id=platform.pages_edit.htm&type=5&language=en_US) - [Define Static Resources](https://help.salesforce.com/s/articleView?id=platform.pages_static_resources_create.htm&type=5&language=en_US) # Customize the View Cases Page You can enable and customize the View Cases Page from the Self-Service Portal Pages related list. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. The View Cases Page allows users to view their open and closed cases, related solutions, completed activities, comments, and (optionally) to add comments to their cases. 1. Click **Edit** on the View Cases Page line. 2. Select the Show View Cases Page box to allow users to view their open and closed cases. 3. Select Add Comments to Cases to allow users to add comments to their cases. When a user adds a comment, an email is automatically sent to the case owner. 4. Select Add Attachments to Cases to allow users to upload files to their cases. When a user adds an attachment, an email is automatically sent to the case owner. When editing the page layout for the View Cases Page, add the Case Attachments related list to allow Self-Service users to view the files they've added to their cases. Be aware that this related list also shows any files that support reps have added to the case. 5. Check Show Message to display a message on this page. 6. If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size, color, or font. Optionally, check Show HTML to view your page message in HTML code. You can’t save any JavaScript as part of your custom code, and [can only use certain HTML elements and attributes](https://help.salesforce.com/s/articleView?id=service.css_supported_html.htm&release=264.0.0&type=5 "Use HTML to customize the page message on your Self-Service portal pages."). 7. Optionally, insert any merge fields for data that you want to replace dynamically. 8. Click **Save**. 9. To change the fields and related lists that display on the page, click the **Page Layout** link. Add the Case Activities related list to allow Self-Service users to view public, completed activities related to their cases. You also need to set field-level security to visible for the Visible in Self-Service Portal checkbox on activity page layouts so support reps will be able to display or hide completed activities in the Self-Service portal by clicking Make Public or Make Private in the case's Activity History related list. 10. Click **Save** at any time to finish. 11. To see how your View Cases Page will look, click **Preview** on the View Cases Page line. If you have customized the Self-Service style sheet, the preview shows your custom styles. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip To hide specific cases from users in the portal, you can deselect the Visible in Self-Service Portal checkbox on the case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note View Cases pages list cases in descending order via the Case Number field. Portal users cannot change this order; nor can they sort case columns in the Self-Service portal. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") # Customize the Wellness Questionnaire You can customize the Wellness Questionnaire by including the name of the event and the first and last name of the individual who is filling it out. ### Required Editions
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To install a package: Modify All Data
To customize the Wellness Questionnaire, complete these steps. 1. Activate the version on the top right of the page. 2. Generate the URL for the questionnaire by clicking **Send**. 3. Customize the questionnaire by parameterizing the URL. You can customize the survey by passing URL parameters for variables, such as the Event Name and Attendee First and Last Name. **Parameterized URL Example:** ``` https://connect-force-2871-dev-ed.my.salesforce.com/survey/runtimeApp.app?invitationId=0Ki7x0000000xRV &surveyName=safetycloud__wellness_questionnaire&UUID=8f2c6871-62e6-4ca1-a24c-a8f69a5a7a04 &varFirstName=Jane&varLastName=Doe&etc… ``` #### See Also - [Set Up a Wellness Questionnaire for Health Verifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_setup_wellnes_questionnaire_hv.htm&release=264.0.0&type=5 "You can access and set up a Wellness Questionnaire for Health Verifications.") - [Configure Data Mappings for the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_create_wellness_q_datamappings.htm&release=264.0.0&type=5 "The Wellness Questionnaire comes preconfigured with default data mappings that map Wellness Questionnaire survey responses to fields on the Health Verification record. When a respondent submits the Wellness Questionnaire, Safety Cloud generates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to the matching fields on the record.") # Customize the Work Order Overview Screen in the Field Service Mobile App When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the highlights and cards shown on the work order overview screen. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
![Work order overview screen on iOS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/iOS_WO_Overview.png) ![Work order overview screen on Android](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/Android_WO_Overview.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - When you modify a page layout, users must log out and log in to the Field Service mobile app to see the changes. - Not all field types are supported in the Field Service app. Before you configure your layouts, review [Supported Data Types in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_data_types.htm&release=264.0.0&type=5 "Learn which data types are supported in the Field Service mobile app for Android and iOS."). - Formula URL fields aren’t supported in compact layouts. ## Change the Screen Layout A preview of the work order is anchored to the top of the screen. This preview shows the first five fields in the work order compact layout, with the Description field counted as one of the five. The first field in the compact layout appears in bold and is used as the title of the work order overview. The Description field appears below the title and is followed by the next three fields in the compact layout. 1. From the Object Manager in Setup, select **Work Order**. 2. Click **Compact Layouts**. 3. Click the name of the compact layout and edit the layout as desired. 4. Save your changes. ## Navigate the Work Order Carousel The horizontal work order carousel lets users switch between the following views: - **Overview**: Shows work order cards - **Products**: Where users manage required and consumed products - **Details**: Shows all supported fields on the work order page layout - **Related**: Shows all related lists on the work order page layout - **Feed**: Shows the Chatter feed if feed tracking is enabled - **Location**: Shows work in the same location as the current appointment. To see the Location view users need access to the Location field, which must be populated on the Work Orders object. ## Add Cards The Overview tab in the work order carousel displays information about the work order and its child records. The information appears in cards, which represent the related lists on the work order. Manage which cards are displayed by adding or removing related lists on the Work Order page layout in Setup. You can add the following cards to the work order overview.
Card Description How to Display and Customize Available In
Asset Service History

Provides context about the maintenance history of an asset. It shows the asset associated with the current work order. It also lists the asset’s three most recent work orders and provides a link to view all associated work orders. It doesn’t show work order line items that are associated with the asset.

In Salesforce Lightning Design System (SLDS), the Asset Service History card doesn’t list the asset’s three most recent work orders. Click Show All to view all associated work orders.

The Asset Service History card is shown if the page layout for the work order or work order line item contains the Asset field

In Android, the Asset Service History card displays the first four fields in the work orders related list from the asset page layout. The first field is displayed prominently.

In iOS, this card displays the work order number and the first field from the asset detail page layout. Normally, the first field is the asset name.

 Android and iOS
Contact Shows the contact’s name and gives the option to call, message, and email the contact.

The Contact card can't be customized. It shows the following fields and options: Customer Name, Phone, Message, Email. The Customer Name field always shows on the Contact card, even if the field is empty. If Phone, Message or Email fields are empty, they don’t show on the card.

In Android, you must specify a contact. In iOS, if no contact is specified, this card is empty, but you can assign a contact to the card.

Android and iOS
Knowledge Shows knowledge articles that are attached to the work order, with a snippet of each article included. In iOS, the Knowledge card is only visible if an article is attached to the work order. iOS only
Service Appointment Shows a map and the option to navigate to the address of the appointment. If the address isn’t set, the card instead presents the user with the option to set the address, and then activate navigation.

If the work order has one or more service appointments, the Service Appointment card is visible. For information about bundled service appointments, see Manage Bundled Service Appointments on the Field Service Mobile App.

The following fields on this card can’t be removed from it: Start Time, End Time, Date, Address, ETA (estimated time of arrival).

 Android only
Service Report Displays service reports associated with the work order’s service appointments.

If a service report has been previously generated, the Service Report card appears at the top of the Overview tab. There’s no option to create a service report. Otherwise, the card appears at the bottom of the Overview tab and includes an option to create a service report.

The Service Report card is visible by default in iOS. To make the card visible in Android, manually add it to the layout.

 Android and iOS
Work Order Line Item Shows a visual progress indicator for the work order and lists its work order line items. iOS users with the proper permissions can tap the + icon to create line items. For details, see Let Users Create Work Order Line Items in the Field Service Mobile App.

If the work order has work order line items, the Work Order Line Item card is visible.

In Android, this card displays four fields for each line item. The Work Order Line Item Number field is always visible. It's followed by the first three fields from the Work Order Line Items related list. The card for child Work Order Line Items isn’t available in Android.

In iOS, this card displays the first two fields from the Work Order Line Item’s related list.

 Android and iOS
#### See Also - [Set Up the Schedule Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_schedule_list.htm&release=264.0.0&type=5 "The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout.") - [Set Up Custom Actions in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_actions.htm&release=264.0.0&type=5 "Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app.") # Customize the Work Summaries for Case Prompt Template Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
To create and manage retrievers: Data Cloud permission set
To run prompts with Einstein Search: Data Cloud User permission set
For Case Summary template types, the LLM drafts responses based on Case ID. To customize the Summarize Case prompt template, we recommend you edit the standard prompt templates and save a new version. In the standard prompt template we’ve added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the Case ID. You can still add and test your own instructions if you save a new version of the template. 1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates are is the Summarize Case prompt template with the Case Summary template type. ![List of available prompt templates with the Summarize Case template highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_prompt_template.png) 2. To edit the standard prompt template, select it and you're redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace. ![The prompt builder workspace with the Case prompt template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_case_prompt_workspace.png) For the Case Summary template type, the standard prompt template user instructions include the task for the LLM, Case ID, and any response limits. 3. To test the Summarize Case prompt template, under Case Record, enter the Case ID. Click **Preview** to see how your changes to the prompt template impact the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US). Review your custom prompt carefully before you activate it. 4. When you’re satisfied with the outputs, click **Activate**. If there are multiple available templates, Work Summaries for Case uses the most recently modified active template version when recommending responses to users. #### See Also - [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US) - [Standard Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US) # Customize the Work Summaries for Enhanced Messaging Prompt Template Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Messaging Session prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
To run prompts with Einstein Search: Data Cloud User permission set
Before enabling Einstein Work Summaries, you must have: - [Einstein Generative AI enabled.](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) - [Einstein Work Summaries enabled with Voice channels set up.](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&type=5&language=en_US) - [Prompt Builder enabled.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US) For Work Summary template types, the LLM drafts responses based on the conversation transcript. To customize the Summarize Messaging Session prompt template, we recommend that you edit the standard prompt templates and save a new version. In the standard prompt template we added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcript. You can still add and test your own instructions if you save a new version of the template. 1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates is the Summarize Messaging Session prompt template with the Work Summary template type. ![List of available prompt templates with Summarize Messaging Session highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_prompt_template_list_messaging.png) 2. To edit the standard prompt template, select it and you’re redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace. ![The prompt builder user interface with the Summarize Messaging Session prompt template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_prompt_workspace_messaging.png) For the Work Summary template type, the standard prompt template user instructions include the task for the LLM, conversation transcripts, and any response limits. 3. To test the Summarize Messaging Session prompt template, under Conversation Record, search for and select a Messaging Session. 4. Click **Preview** to see how your changes to the prompt template affect the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US) 5. When you’re satisfied with the outputs, click **Activate**. If there are multiple available templates, Work Summaries for Enhanced Messaging uses the most recently modified active template version when drafting summaries. #### See Also - [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US) - [Standard Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US) # Customize the Work Summaries for Voice Prompt Template Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Voice Call prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs. ### Required Editions
View supported editions.
User Permissions Needed
To create and manage prompt templates in Prompt Builder: Prompt Template Manager permission set
To run prompts with Einstein Search: Data Cloud User permission set
Before enabling Einstein Work Summaries, you must have: - [Einstein Generative AI enabled.](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) - [Einstein Work Summaries enabled with Voice channels set up.](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&type=5&language=en_US) - [Prompt Builder enabled.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US) For Work Summary template types, the LLM drafts responses based on the conversation transcript. To customize the Summarize Voice Call prompt template, we recommend that you edit the standard prompt templates and save a new version. In the standard prompt template we added the key pieces of a successful prompt, including instructions for the LLM, data resources, and relevant inputs like the conversation transcripts. You can still add and test your own instructions if you save a new version of the template. 1. From Setup, in the Quick Find box, search for and select **Prompt Builder**. Under Prompt Templates is the Summarize Voice Call prompt template with the Work Summary template type. ![List of available prompt templates with Summarize Voice Call highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_prompt_template_voice.png) 2. To edit the standard prompt template, select it and you’re redirected to the Prompt Template Workspace. Click **Save As**. A new version of the prompt template opens in the workspace. ![The prompt builder user interface with the Summarize Voice Call prompt template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_prompt_workspace_voice.png) For the Work Summary template type, the standard prompt template user instructions include the task for the LLM, conversation transcripts, and any response limits. 3. To test the Summarize Voice Call prompt template, under Conversation Record, search for and select a Voice Call. 4. Click **Preview** to see how your changes to the prompt template affect the LLM response. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US) 5. When you’re satisfied with the outputs, click **Activate**. If there are multiple available templates, Work Summaries for Voice uses the most recently modified active template version when drafting summaries. #### See Also - [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US) - [Standard Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US) # Customize Transfer Destinations for Reps with Omni-Channel Unified Routing Reduce long transfer destination lists when reps need to transfer a call quickly. Choose whether to show all profiles, queues, and flows or just show some. This feature is available for contact centers that use Omni-Channel Unified Routing to route voice calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions
User Permissions Needed
To set up Presence Configuration: Customize Application
For voice calls routed with Omni-Channel Unified Routing, admins can select Transfer Destinations settings for profiles, queues and Omni-Channel flows. If no settings are selected under Transfer Destinations, by default the transfer list shows all profiles, queues, and flows. Before you begin: - Configure Omni-Channel Unified Routing for a contact center. - Set up transfer for voice calls with Omni-Channel Unified Routing. 1. In Setup, enter `Presence Configurations` and select **Presence Configurations**. 2. Locate the presence configuration that you’d like to customize, and click **Edit**. 3. Go to the Transfer Destinations section. 4. To offer all profiles, queues, and flows to your service reps, select **Select all profiles**, **Select all queues**, and **Select all flows**. 5. To make only some transfer destinations available to service reps, highlight the profile, queue, or flow in the Available box, then click **Add** to move it to the Selected box. 6. Save your changes. #### See Also - [Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") - [Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.omni_unified_routing_byot.htm&release=264.0.0&type=5 "Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it.") - [Transfer Voice Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer.htm&release=264.0.0&type=5 "Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect.") # Customize Work Order Settings for Field Service To control how your team works with work orders and work types, customize page layouts and assign user permissions. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To edit page layouts and set field history tracking: Customize Application
To create and edit users: Manage Internal Users
1. Assign user permissions. | Users Who Will... | Need These Permissions | Permissions Are Auto-Enabled on These Standard Profiles | | --- | --- | --- | | Enable Field Service | Customize Application | System Administrator | | View the Work Orders tab, work orders, and work order line items | Read on work orders | Read Only, Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator | | Create or clone work orders | Create on work orders | Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator | | Edit work orders | Edit on work orders | Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator | | Delete work orders | Delete on work orders | System Administrator | | Create, clone, edit, or delete work order line items | Edit on work orders | Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator | 2. Customize the fields and related lists on the following objects’ page layouts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup, select **Rename Tabs and Labels**, and enter your own term for the object you’d like to rename.
Page Layout Recommended Customizations
Work Order
  • Arrange the fields. The default layout includes only some of the available fields.
  • Confirm that your page layout has the desired related lists:
    • Child Work Orders: The work order’s child work orders
    • Object Milestones: Milestones on the work order (available only if entitlement management is set up)
    • Products Consumed: Products used during the completion of the work order
    • Product Requests: Products requested for the work order
    • Product Request Line Items: Line items on product requests
    • Products Required: Products needed to complete the work order
    • Resource Preferences: Preferred, required, or excluded service resources on the work order
    • Service Appointments: Appointments indicating when the work is scheduled
    • Service Reports: Reports summarizing the work for customers
    • Skill Requirements: Skills needed to complete the work order
    • Time Sheet Entries: Schedule of mobile workers’ time spent on the work order
    • Work Order Line Items: Sub tasks or steps on the work order
  • Optionally, add your own custom values to the Status picklist field. The Status field comes with these default values:
    • New
    • In Progress
    • On Hold
    • Completed
    • Cannot Complete
    • Closed
    • Canceled

    When you create a custom value, select a status category that the value falls into. The available status categories match the default status values. For example, if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete category.

    To learn which processes reference Status Category, see How are Status Categories Used?
Work Order Line Item
  • Arrange the fields. The default layout includes only some of the available fields.
  • Optionally, add your own custom values to the Status picklist field. The Status field is identical to the Status field on work orders.
  • Confirm that your page layout has the desired related lists:
    • Child Work Order Line Items: The line item’s child line items
    • Product Request Line Items: Line items on product requests
    • Product Requests: Products requested for the line item
    • Products Consumed: Products used during the completion of the line item
    • Products Required: Products needed to complete the line item
    • Service Appointments: Appointments indicating when the work is scheduled
    • Service Reports: Reports summarizing the work for customers
    • Skill Requirements: Skills needed to complete the line item
    • Time Sheet Entries: Schedule of mobile workers’ time spent on the line item
Work Type
  • Arrange the fields. The default layout includes only some of the available fields.
  • Confirm that your page layout has the desired related lists:
    • Products Required: The products needed to complete the work. Work orders and work order line items inherit their work type’s required products.
    • Skill Requirements: The skills needed to complete the work. Work orders and work order line items inherit their work type’s skill requirements.
1. To let users view and manage work orders in a variety of places, add the Work Orders related list to any of the following objects’ page layouts. - Accounts - Assets - Cases - Contacts - Entitlements - Maintenance plans ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Before adding the related list, update the field-level security for the Maintenance Plan and Suggested Maintenance Date fields on work orders to make them available to users. - Return orders - Return order line items - Service contracts - **[How are Status Categories Used?](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5)** Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management. #### See Also - [Work Order Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5 "Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Work Order Line Item Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_line_item_fields.htm&release=264.0.0&type=5 "Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") # Customize Workforce Scheduling Customize scheduling flows, object labels, context definitions, and confirmation email templates. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
- **[Standard Context Definitions for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_standard_context_definitions.htm&release=264.0.0&type=5)** Workforce Scheduling uses Context Service to gather and organize scheduling data from multiple Salesforce objects. - **[Select a New Default Context Definition for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_select_a_default_context_definition.htm&release=264.0.0&type=5)** Workforce Scheduling provides an out-of-the-box context definition for its scheduling use cases. If you extend this context definition for your business context, use Salesforce Go to update the default context definition for Workforce Scheduling. # Customize Your Chat Branding with Salesforce Sites To customize your Chat implementation with images, use a Salesforce Site to upload the images for your chat window and chat buttons. ### Required Editions
View supported editions.
User Permissions Needed
To create and edit Salesforce Sites: Customize Application
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To customize your chat window and chat buttons, create one or more Salesforce Sites. Then, upload the images that you want to use as static resources. Static resources enable you to upload content that you can reference in a Visualforce page. Each static resource has its own URL that Salesforce uses to access the images when the chat window loads. 1. Create a Salesforce Site to host your images. When you create a Salesforce Site for your Chat deployment, provide the following information. - A site label and site name - A site contact - The active site’s home page - A site template 2. Upload your branding images as static resources. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The maximum size for a standard chat window image is 50 pixels. #### See Also - [Create and Edit Salesforce Sites](https://help.salesforce.com/s/articleView?id=platform.sites_creating_and_editing_sites.htm&type=5&language=en_US) - [Define Static Resources](https://help.salesforce.com/s/articleView?id=platform.pages_static_resources_create.htm&type=5&language=en_US) - [Create Automated Chat Invitations](https://help.salesforce.com/s/articleView?id=service.live_agent_create_automated_invitations.htm&release=264.0.0&type=5 "Set up automated chat invitations that appear as animated pop-ups on your website to invite customers to chat with an agent.") - [Create Chat Deployments](https://help.salesforce.com/s/articleView?id=service.live_agent_create_deployments.htm&release=264.0.0&type=5 "A deployment is a place on your company’s website that’s enabled for Chat. Create deployments to implement Chat and control its functionality on your website.") # Customize Your Chat Implementation After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5)** Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat. - **[Set Visibility for Chat Users](https://help.salesforce.com/s/articleView?id=service.live_agent_set_visibility.htm&release=264.0.0&type=5)** Choose how your Chat users can view the Supervisor Tab and Chat Sessions using profiles and permission sets. #### See Also - [Create a Basic Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_basic_implementation.htm&release=264.0.0&type=5 "Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers.") - [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.") # Customize Your Contact Center Customize your contact center for enhanced functionality. Grant more reps and supervisors access to voice call records and call recordings. If applicable, configure your Amazon Connect instance to seamlessly integrate with Salesforce Voice (formerly Service Cloud Voice). To efficiently route calls to the right rep, add more queues and define dynamic routing rules with Omni-Channel flows. ### Required Editions
View supported editions.
- **[Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5)** To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings. - **[Set Up Org-Wide Sharing for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_org_wide_sharing.htm&release=264.0.0&type=5)** To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record. - **[Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&release=264.0.0&type=5)** Salesforce Voice supports real-time transcription, not post-call transcription. Real-time call transcription is provided by Amazon Transcribe, Contact Lens for Amazon Connect, or your partner telephony provider. Transcripts are displayed in the Enhanced Conversation component in Salesforce. - **[Enhance Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_configure_telephony.htm&release=264.0.0&type=5)** Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles. - **[Configure Single Sign-On (SSO) with Salesforce as the Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_config_sso.htm&release=264.0.0&type=5)** For Salesforce Voice with Partner Telephony, let reps use a single sign-on page to log in to Voice and in to your partner telephony provider’s system. Configure Salesforce to serve as your identity provider (IdP) and then follow your telephony provider’s instructions for completing the setup. Before you start, ask your telephony provider for the instructions for setting up SSO. - **[Configure Single Sign-On (SSO) with Your Own Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_sso_idp.htm&release=264.0.0&type=5)** Use your choice of a third-party identity provider solution for reps to log in to Voice from the Omni-Channel widget. For example, if your org uses Microsoft Azure as an identity provider, you can configure your contact center to require reps to log in and out of Azure’s single sign-on page from Omni-Channel. - **[Customize Call Routing](https://help.salesforce.com/s/articleView?id=service.voice_call_routing_customize.htm&release=264.0.0&type=5)** By default, calls are routed to the default Voice Call queue, SCV Basic Queue, using the default routing configuration, Default for Voice. You can customize this behavior such that Omni-Channel routes calls to different queues or to specific reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route calls. To set up reps with their own number for direct inbound and outbound calls, assign each rep in your contact center a direct inward dialing (DID) phone number. Finally, to use Salesforce to handle voice call routing alongside other channels, set up Unified Routing with Omni-Channel. - **[Disaster Recovery for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery.htm&release=264.0.0&type=5)** During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable. # Customize Your Lightning Console App with Utilities The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.
User Permissions Needed
To view apps: View Setup and Configuration
To manage apps: Customize Application
To add a utility bar to your Lightning console app, edit the app from the App Manager page in Setup. When creating a utility bar for your app, keep these things in mind: - Utility bars created using the Lightning App Wizard or in the Lightning App Builder can be assigned to only one Lightning app. However, utility bars created using the API can be assigned to multiple Lightning apps. - The utility bar doesn’t support Visualforce pages or components. - The utility bar doesn’t fully support the Chatter Publisher and Feed components. - The History utility works in Lightning console apps only. - The Omni-Channel utility works in the Lightning Service Console app only. - The Notes utility opens a docked panel when you create a note. Your work is automatically saved as you compose. If you open the same note from the utility while the panel is still active, a duplicate panel appears. To avoid confusion, compose your note in one panel and close it before opening the note again in the utility. - The default utility bar alignment matches the user’s language setting alignment. For example, English is read left to right. If you select Default and a user’s language is set to English, the utility bar appears at the bottom of the left side of the screen. If you select Mirrored, the utility bar appears at the bottom of the right side of the screen. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip We recommend adding no more than 10 utilities, and that you keep the utility labels short and sweet. You want your users to quickly find the tools and processes they need most. - **[History Utility for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_history.htm&release=264.0.0&type=5)** The History utility lets your Lightning console users see their recently visited primary tabs and subtabs from a console utility bar. - **[Softphones for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_softphone.htm&release=264.0.0&type=5)** Softphone utilities let your Lightning console users make calls directly from Salesforce. - **[Omni-Channel Component for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_omnichannel.htm&release=264.0.0&type=5)** The Omni-Channel component lets your Lightning console users receive work requests routed through Omni-Channel. - **[Macros Utility for Lightning Apps](https://help.salesforce.com/s/articleView?id=service.macros_utility.htm&release=264.0.0&type=5)** The Macros utility lets you complete repetitive tasks in a single click. You can add the Macros utility to any Lightning app, including apps with standard navigation and console navigation. #### See Also - [Add a Utility Bar to Lightning Apps](https://help.salesforce.com/s/articleView?id=platform.apps_lightning_utilities.htm&type=5&language=en_US) - [_Salesforce Console Developer Guide:_ Using Pop-Out Utilities](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_utility_popout.htm) # Customize Your Self-Service Look and Feel Customize the design of the Self-Service portal. ### Required Editions
View supported editions
User Permissions Needed
To set up the Self-Service portal: Manage Self-Service Portal
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. To develop a meaningful look and feel for your Self-Service portal: 1. Customize the headers and footers of the Self-Service pages; see [Create Your Custom Page Header and Footer Sections](https://help.salesforce.com/s/articleView?id=service.create_your_custom_page_header_and_footer_sections.htm&release=264.0.0&type=5 "Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors."). 2. Customize the Self-Service portal fonts and colors via one of these options: - [Choose a predefined color theme or upload your own style sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5 "Select a predefined color theme, or download a sample Self-Service color theme so you can customize it."). - [Customize fonts and colors using a point-and-click editor](https://help.salesforce.com/s/articleView?id=service.css_editor.htm&release=264.0.0&type=5 "You can customize the fonts and colors of the Self-Service portal to reflect your company’s branding."). #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") # Customize Your Self-Service Pages Customize features and settings in the Self-Service Portal. ### Required Editions
View supported editions
User Permissions Needed
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. Make the necessary enhancements to any Self-Service pages. See the following for more information: - [Customize the Self-Service Portal Login Page](https://help.salesforce.com/s/articleView?id=service.customize_the_login_page.htm&release=264.0.0&type=5 "Customize the Self-Service login page to specify what users see when they’re prompted to sign in to your portal.") - [Customize the Self-Service Portal Home Page](https://help.salesforce.com/s/articleView?id=service.customize_the_home_page.htm&release=264.0.0&type=5 "Customize the Self-Service home page to include the features you want users to see when they log in to your Self-Service portal.") - [Enable the Solutions Page](https://help.salesforce.com/s/articleView?id=service.enable_the_solutions_page.htm&release=264.0.0&type=5 "You can enable the Self-Service Solutions Page from the Self-Service Portal Pages related list.") - [Customize the Self-Service Portal Log a Case Page](https://help.salesforce.com/s/articleView?id=service.customize_the_log_a_case_page.htm&release=264.0.0&type=5 "The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include.") - [Customize the View Cases Page](https://help.salesforce.com/s/articleView?id=service.customize_the_view_cases_page.htm&release=264.0.0&type=5 "You can enable and customize the View Cases Page from the Self-Service Portal Pages related list.") - [Customize the Suggested Solutions Page](https://help.salesforce.com/s/articleView?id=service.customize_sugg_sol.htm&release=264.0.0&type=5 "You can enable and customize the Suggested Solutions Page from the Self-Service Portal Pages related list.") ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You cannot create multiple versions of the same Self-Service portal page. However, you can customize each Self-Service page. - **[Prepare to Set Up Your Portal](https://help.salesforce.com/s/articleView?id=service.preparation_for.htm&release=264.0.0&type=5)** Before you set up your portal, build your public solutions, determine which information to show and collect, and designate your portal's location. - **[Customize the Self-Service Style Sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5)** Select a predefined color theme, or download a sample Self-Service color theme so you can customize it. - **[Customize the Self-Service Portal Login Page](https://help.salesforce.com/s/articleView?id=service.customize_the_login_page.htm&release=264.0.0&type=5)** Customize the Self-Service login page to specify what users see when they’re prompted to sign in to your portal. - **[Customize the Self-Service Portal Home Page](https://help.salesforce.com/s/articleView?id=service.customize_the_home_page.htm&release=264.0.0&type=5)** Customize the Self-Service home page to include the features you want users to see when they log in to your Self-Service portal. - **[Enable the Solutions Page](https://help.salesforce.com/s/articleView?id=service.enable_the_solutions_page.htm&release=264.0.0&type=5)** You can enable the Self-Service Solutions Page from the Self-Service Portal Pages related list. - **[Customize the Self-Service Portal Log a Case Page](https://help.salesforce.com/s/articleView?id=service.customize_the_log_a_case_page.htm&release=264.0.0&type=5)** The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include. - **[Customize the View Cases Page](https://help.salesforce.com/s/articleView?id=service.customize_the_view_cases_page.htm&release=264.0.0&type=5)** You can enable and customize the View Cases Page from the Self-Service Portal Pages related list. - **[Customize the Suggested Solutions Page](https://help.salesforce.com/s/articleView?id=service.customize_sugg_sol.htm&release=264.0.0&type=5)** You can enable and customize the Suggested Solutions Page from the Self-Service Portal Pages related list. - **[Create Your Custom Page Header and Footer Sections](https://help.salesforce.com/s/articleView?id=service.create_your_custom_page_header_and_footer_sections.htm&release=264.0.0&type=5)** Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors. - **[Supported HTML Elements and Attributes for Self-Service Portal Customization](https://help.salesforce.com/s/articleView?id=service.css_supported_html.htm&release=264.0.0&type=5)** Use HTML to customize the page message on your Self-Service portal pages. - **[Self-Service Page Attributes](https://help.salesforce.com/s/articleView?id=service.self-service_page_attributes.htm&release=264.0.0&type=5)** You can modify certain Self-Service attributes with the point-and-click editor. - **[Generate Login HTML](https://help.salesforce.com/s/articleView?id=service.customize_selfservicegenerate.htm&release=264.0.0&type=5)** After enabling and customizing your Self-Service portal, generate the URL or HTML code where users will log in to your Self-Service portal. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize the Self-Service Style Sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5 "Select a predefined color theme, or download a sample Self-Service color theme so you can customize it.") - [Self-Service Page Attributes](https://help.salesforce.com/s/articleView?id=service.self-service_page_attributes.htm&release=264.0.0&type=5 "You can modify certain Self-Service attributes with the point-and-click editor.") - [Create Your Custom Page Header and Footer Sections](https://help.salesforce.com/s/articleView?id=service.create_your_custom_page_header_and_footer_sections.htm&release=264.0.0&type=5 "Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors.") # Customize Your UI with Lightning Web Components To update the look and feel of your customer-facing messaging interface, create and add Lightning Web Components. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
X icon This article doesn’t apply to: Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
1. [Create a Lightning web component](https://developer.salesforce.com/docs/service/messaging-web/guide/custom-ui-component.html). 2. From Setup, Enter Embedded Service Deployments, and select **Embedded Service Deployments**. 3. Click the downward arrow to the right of your deployment, and select **View**. 4. Click **Add Custom UI Components**. 5. Select a component from the Custom Component dropdown that corresponds with the desired standard UI element. 6. Save your changes. 7. Publish your deployment. # Customizing a Call Center Directory Every call center in Salesforce CRM Call Center includes a call center directory that allows users to search for phone numbers throughout your organization. ### Required Editions
View supported editions.
User Permissions Needed
To manage call center directories: Manage Call Centers
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). You can customize call center directories by: - Adding additional directory numbers, either to a single call center or to all defined call centers in your organization - Updating phone number search layouts #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5 "After you set up a call center, you can update the call center settings as your business needs change.") - [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.") # Customizing Case Fields and Page Layouts To tailor case management to your business's needs, customize or create case fields and design one or more case page layouts. Fields control which information your support team captures on a case, while page layouts controls the contents and outline of a case being viewed by a service rep. ### Required Editions
View supported editions.
## Customizing Case Fields Before making changes to standard case fields, consider: - Do you need additional picklist values? Review the default values for standard picklist fields, especially the "Status" field, to ensure they align with your organization's workflows. Identify any additional picklist values needed for these standard fields. - Do you need additional case fields? Determine what extra case information you need to track, if any. Create a list of all required custom fields, including their data types. Create and edit case fields and field values in Object Manager. Click the Case object and go to the Fields & Relationships section. ## Tracking Field History You can track changes on up to 20 standard and custom fields in the Case History related list. The Case History related list shows the changes made to tracked fields, including the date, time, nature of the change, and who made the change. History data doesn’t count against your org’s storage limit. Multi-select picklist fields and long text area fields are tracked as edited, but their old and new values aren’t recorded. Edit field history tracking in Object Manager. Click the Case object, go to the Fields & Relationships section, and click **Set History Tracking**. ## Customizing Case Contact Roles To associate multiple contacts with a case, add or edit picklist values for the Contact Role field. Manage these picklist values in Setup on the Contact Roles on Cases page. Then, add the Contact Roles related list to your case page layout. ## Customizing Case Page Layouts For cases, you can customize the case detail page and the close case page. Users see the case detail page when they view a specific case, and the case close page when they click **Close Case** from the case detail page. You can also create Lightning record pages for cases and assign them to specific roles. When designing your case page layouts to meet your business’s needs, we recommend: - Make a list of the fields that should be visible. - Make a list of the fields that should be editable. - Make a list of the fields that should be required. - Make a list of the related lists that you want on each page layout. - Make a list of the custom links that you want on the case page layout. Manage case page layouts in the Object Manager in Setup. Click the Case object, then click **Case Page Layouts**, **Case Close Page Layouts**, or **Lightning Record Pages**. #### See Also - [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.") - [Create Custom Fields](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&language=en_US) - [Field History Tracking](https://help.salesforce.com/s/articleView?id=xcloud.security_field_history_tracking.htm&type=5&language=en_US) - [Considerations for Using Contact Roles](https://help.salesforce.com/s/articleView?id=sales.contactroles.htm&language=en_US) # Customizing Messaging Components with Formula Templates When you create a messaging component, you can add and configure one or more formats to control the component’s appearance in different Messaging channels. The default format of messaging components is Text, which is a plain text version of the component. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard SMS channels
We generate the Text version of a component for you when you create the component. If you want to, you can use formula templates to modify the Text version and create a personalized message for your customers. It’s possible to reference fields from the Messaging Session object or the Messaging User object (since it's linked to Messaging Session) in an auto-response formula template for Start Conversation, End Conversation, and Inactive Conversation. It’s not possible to reference fields from the Messaging Session or Messaging User objects in Conversation Acknowledgement because you'd also have to use a flow to populate the data, and the flow wouldn't run in time for Conversation Acknowledgement. For some component types, you can provide the plain text version of your component during the New Component guided setup flow. To further edit the plain text version of a messaging component after it’s created, click the component name on the Messaging Components page in Setup. The component opens in the Messaging Component Builder. Then, click the **Text** format in the left-hand sidebar to customize it. ![Messaging Components page in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_components_page.png) The center of the Messaging Component Builder shows a preview of the component in the selected format. In the properties panel on the right, you can edit the formula template for any fields with a type of Template. ## Use Merge Fields to Show a Single Value ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example In this message, merge fields are used to show record field values. A MyCase Param parameter of type Case Record ID is referenced to show the Case Number and Subject fields in the content of the message. ``` Your reference number for this case is: {$Parameters.MyCaseParam.CaseNumber}{!BR()}. The subject of your case is: “{!$Parameters.MyCaseParam.Subject}” ``` ## Use Merge Fields to Show Multiple Values Merge fields also let you present multiple values in a list. For example, for questions with options components, the options are provided by a list constant (for static options) or by a list parameter (for dynamic options). To insert a list of values into the plain text version of a component, use a custom List Template merge field in the message definition. The definition of the merge field includes: - A unique name - The data source of type list that provides the list data to be generated at sending time - A separate formula template that defines the content for each entry in the list Use the List Template merge field in the formula template with this syntax: ``` $ListTemplates. ``` Replace `` with the unique name of the merge field. The merge field’s formula template (used to generate list items) can reference any constant, parameter, and any of these merge fields related to the list item being generated. - $ListItem.Index—the current index of the entry of the list being created. - $ListItem.Value—the actual value of the current entry of the list being created. - $ListItem.IsFirst—true when the first list item is being created, and false otherwise. - $ListItem.IsLast—true when the final list item is being created, and false otherwise. Use $ListItem.IsFirst and $ListItem.IsLast to apply special logic to the first or last list item. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Here’s a formula template for the Text format of a question component with static options. The formula template uses an OptionsList List Template merge field to show the list of options. ``` {!$Constants.Title}{!BR()} Select an option:{!BR()} {!$ListTemplates.OptionsList} ``` The definition of the OptionsList merge field references the Options list constant and includes the following formula template to generate each list item: {!$ListItem.Index}. {!$ListItem.Value.Name}{!IF(NOT($ListItem.IsLast),BR(),””)} The definition is structured to insert a line break after all list items except the last one. Each item in the list is a complex type with multiple fields (Name, Image, and Subtitle). In this example, only the Name field of the Option entry is used to create list values. When the formula templates are evaluated and the list items are created, the plain text version of the messaging component appears as follows, depending on how the constants are set up: ``` What do you need help with? Select an option: 1. Cancel my order 2. Change my shipping address 3. Change the delivery date ``` - **[Send a Personalized Customer Greeting with a Formula Template](https://help.salesforce.com/s/articleView?id=service.messaging_customize_auto_response.htm&release=264.0.0&type=5)** Send a personalized greeting to an end-user automatically when a service rep accepts their messaging session. Create a Start Conversation auto-response messaging component that contains a formula template. # Customizing Messaging Components with sObject Formulas Use sObject formulas to control the way that your messaging components appear in any non-Text format. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard and Enhanced SMS channels
While you can use formula templates to customize the Text format of messaging components, sObject formulas customize all other supported formats, such as Buttons, Card Carousel, List Selector, and Quick Replies. sObject formulas create values that are related to parameters of the RecordId type. For example, in a question component with dynamic options where each option references a record, use sObject formulas to create the values for the options’ titles or images. sObject formulas in messaging components behave similarly as they do elsewhere in Salesforce, such as with custom formula fields. They can also reference any parameters and constants that have been autogenerated or manually added to the component. View a messaging component’s constants and parameters by opening the component in the Messaging Component Builder. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip A messaging component can have up to 5 custom parameters. To access more data while respecting this limit, try adding relationships between the MessagingSession object and other objects. Then, use merge fields in a formula to access data up to 3 levels deep. This example formula fetches a custom field value on a custom record that’s associated with a case, which in turn is associated with a messaging session: `{!$Parameters.MessagingSession.Case.Custom_Record__c.CustomField__c}` ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example This sObject formula shows the title of a dynamic option for a list of case records. It consists of the case number, a dash, and the case subject: `CaseNumber & “ - “ & Subject` Because the formula is specific to the case object and can’t be applied to other objects, it directly references case field names without adding the `Case.` prefix. Here’s how a list item using this formula appears in a messaging session: ``` 00001006 - Generator assembly instructions unclear ``` #### See Also - [Add Dynamic Images to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_dynamic.htm&release=264.0.0&type=5 "If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers.") # Customizing Work Plans Settings Adjust work plans settings to accommodate your needs. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
- Display the Work Plans Lightning web component on the work order or work order line item record page. - Add the related lists for your work steps and work plans to the page layout of the work order or work order line item. - Use the Lightning App Builder to add the component to the layout of the work order or work order line item record page. - Activate the record page to make it available to your Lightning Experience and mobile users by using the Activation function in the Lightning App Builder. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you haven’t already customized the work order or work order line item record page, the Work Plans component is added to the record page layout by default. The Work Plans component is also available for Experience Builder sites. To learn how to add it to your site’s page, see [Edit Pages and Components in Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US). - For the Work Plans Lightning web component and mobile app, create custom actions to display on the action menu of the work plan and work step records. - In Object Manager, go to Buttons, Links, and Actions and [create a new action](https://help.salesforce.com/s/articleView?id=platform.creating_object_specific_actions.htm&type=5&language=en_US) for the work plan or work step object. - Add the action to the page layout of the work plan or work step record. For the mobile app, add the action to Quick Actions in the Salesforce Classic Publisher. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For an optimal experience with the Work Plans component, we recommend that you customize the action menu to display the Complete and Not Applicable actions first. The mobile app doesn’t support custom actions that are associated with mobile flows and lightning actions. - Customize the fields displayed on the work plan and work step records. In the page layout of the work plans and work steps’ related lists, select the fields to display. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For the information to appear properly on the Work Plans Lightning Web Component, we recommend that you first include these fields in the layout: - For work plans: Execution Order, Name, and Work Order Line Item - For work steps: Execution Order, Name, and Status - In Object Manager, edit page layouts for the work plan template object. To display the standard New Work Plan Selection Rule screen to users, select the **New** button to show in the layout of the work plan selection rule related list. To display the enhanced New Work Plan Selection Rule screen, select the **New Rule** button. - Adjust service reports to include work plans and work steps information. To do that, adjust your [service report template](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&release=264.0.0&type=5 "In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates.") to include work plans and work steps related lists information in reports. By default, work steps are grouped by work plan. ## Considerations for Work Plans - Only standard fields are supported for work plan selection rules. - When the user clicks the **Complete** button for a work step and the step is completed successfully, we assign the first status value from the Completed status category. If the work step gets paused, we assign the first status value from the Paused status category. - In Process Builder, if you want to use objects related to work plans, enter w in the picklist to show them. Otherwise, Process Builder doesn’t list them. - In work steps, predefined and custom global quick actions, custom object-specific actions defined on work order and work step objects, and field service mobile flows are supported. - For the mobile app, we support Create, Update, and Flow quick actions. - If a quick action or mobile flow fails to load for a work step, an error icon appears next to the step’s status icon. For actions showing errors, confirm that the action still exists and that it works on mobile. For flows showing errors, confirm that the user has Flow permissions. - For the mobile app, we recommend that you create a page layout specific for mobile profiles when using work plans. - If you have customizations such as validation rules or lookup filters that prevent the creation of a work step connected to a work plan, that work plan doesn’t auto-generate. - Work plans can’t be auto-generated if the following two conditions are true: - The work orders are created and updated to set the Owner to be a Queue during Create by a Flow, Workflow, or similar automation. - The work plan template has an associated work plan template and work step. The Work Step object has a child relationship to Work Plans. Work Step doesn't have an Owner ID field and is derived only from the associated work plan. The auto-generation process validates the work step owner, checks if it can be assigned to a queue (which it can’t), and silently fails in the background. As a result, the work order is created without the work plan. #### See Also - [Introducing Lightning Web Components](https://developer.salesforce.com/docs/component-library/documentation/en/lwc) - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) - [Activate Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_activate.htm&type=5&language=en_US) - [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US) - [Manage Service Reports](https://help.salesforce.com/articleView?id=service.fs_set_up_customer_reports.htm&type=5&language=en_US) - [Customize Related Lists](https://help.salesforce.com/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US) - [Set Up and Manage Experience Cloud Sites](https://help.salesforce.com/articleView?id=experience.networks_overview.htm&type=5&language=en_US) # Customizing Your Self-Service Fonts and Colors You can customize the fonts and colors of the Self-Service portal to reflect your company’s branding. ### Required Editions
View supported editions
User Permissions Needed
To set up the Self-Service portal: Manage Self-Service Portal
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Your portal’s fonts and colors are specified in a portal “color theme.” Select a predefined color theme and customize it using a point-and-click editor. 1. From Setup, enter Fonts and Colors in the Quick Find box, then select **Fonts and Colors**. Salesforce offers predefined themes that you can customize. Click **Preview** to view any theme. 2. Select the color theme you want to customize. From the color theme page, you can: - Click the **Reset to Default** link to remove all customizations from a theme. - Click the **Back to All Themes** link to return to the list of color themes. - Click **Preview Theme Name** to view the theme you are customizing. 3. Choose a portal page to customize. Color themes are customized page-by-page with some page elements being shared by multiple pages. From the portal page, you can: - Click **See Examples** to see all of the elements that you can customize. - Click **Clear** next to an element to remove customizations. - Click **Preview Theme Name** to view the theme you are customizing. - Click the **Back to All Pages** link to return to the list of all portal pages. 4. Click **Edit** next to the visual element you want to customize. Some elements are visible only on the selected portal page, and some are shared across multiple portal pages. Changes you make to shared elements affect all pages. Depending on the visual element, you can customize attributes using a point-and-click editor or a custom style sheet editor which lets you modify the cascading style sheets (CSS) directly. Choose the click here link to switch between the two. If you are using the point-and-click editor, select the Show advanced attributes box to access the click here link. We recommend that only users familiar with cascading style sheets (CSS) define them. 5. Edit the visual element as desired. If you are using the point-and-click editor: - Click **Edit** next to a basic or advanced attribute. If you do not see the advanced attributes, select the Show advanced attributes box. - In the popup window, change the attribute as needed. - Click **OK** to confirm your changes in the popup window. If you are using the custom style sheet editor, enter valid CSS code. For a list of all the page attributes you can edit, see [Self-Service Page Attributes](https://help.salesforce.com/s/articleView?id=service.self-service_page_attributes.htm&release=264.0.0&type=5 "You can modify certain Self-Service attributes with the point-and-click editor."). 6. Click **Save** to save all changes to the visual element and its attributes. Customizations are not visible to your Self-Service users until you set the color theme as active. 7. Repeat these steps to customize all visual elements and their attributes as necessary. 8. Return to the list of color themes by clicking the **Back to All Pages** link and then the **Back to All Themes** link. 9. Click **Set Active Theme**. 10. Select the theme to activate for your portal, live and in real-time. Your organization can only have one active theme. 11. Click **Save**. Since changes to an active theme take effect immediately, we recommend that you fully customize a theme before activating it so as not to disturb your customers. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") # Data and Analytics for Agentforce IT Service Data 360 and Analytics for IT Service provides powerful insights into your IT operations, leveraging comprehensive data collection and advanced analytical tools. It transforms raw service data into actionable intelligence, enabling you to identify trends, measure performance, and optimize your Agentforce IT Service processes for greater efficiency and improved service delivery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Connect Agentforce IT Service with Data 360](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud.htm&release=264.0.0&type=5)** Harmonize your IT service data in real time by connecting Agentforce IT Service with Data 360. The IT Service Data Kit gives you a head start with predefined data streams and search indexes. - **[Analytics for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_it_services.htm&release=264.0.0&type=5)** Monitor performance, identify trends, and make data-driven decisions with Agentforce IT Service Analytics Dashboards. These Tableau-powered dashboards give your IT leaders and service teams the data they need for continuous improvement. - **[Report on Field History for Agentforce IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_report_field_history.htm&release=264.0.0&type=5)** Create reports that show changes to tracked fields on incident, problem, change request, and service request records. # Data and Platform Foundation Link your service data to the Data 360 environment and configure the permissions required to manage the proactive service lifecycle. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
Available in: LWR and Aura
# Data Capture Flow Screen Component: Address Let users enter an address. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
**Address** ![Data Capture Address Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_address.png) **Address with Coordinates** ![Address with coordinates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_address_coordinates.png) ## Configure the Address Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **City** | The city that the user enters. Determines the default city that the user sees in the field. | | **Country** | Determines the default country that the user sees in the field. | | **Disabled** | Determines if the user can change the values. | | **Label** | The label that the user sees. | | **Latitude** | Determines the default latitude that the user sees in the field. | | **Longitude** | Determines the default longitude that the user sees in the field. | | **Read-Only** | Determines if the user sees the address as a string. | | **Required** | Determines if the user must fill in all of the fields. | | **State** | Determines the default state that the user sees in the field. | | **Street** | Determines the default street the user sees. | | **Use Coordinates** | Determines if the user sees a street address or latitude and longitude coordinates. If you set the Use Coordinates to Tue, the **Detect current location** button appears on the mobile app. | | **Zip Code** | Determines the default zip code that the user sees. | # Data Capture Flow Screen Component: Checkbox Let users select and deselect an option with a checkbox format. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Checkbox Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_checkbox.png) ## Configure the Checkbox Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Disabled** | Determines if the user can change the values. | | **Default Value** | Determines the default latitude that the user sees in the field. | | **Label** | The label that the user sees. | | **Read-Only** | Determines if the user sees the component as read-only. | ## Usage When the user selects the checkbox, the screen component evaluates to `true`. If the user doesn’t select the checkbox, the screen component evaluates to `false`. If the associated screen isn’t executed, the screen component evaluates to `null`. # Data Capture Flow Screen Component: Checkbox Group Lets users select and deselect multiple options in a checkbox format. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Checkbox Group Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_checkbox_group.png) ## Configure the Checkbox Group Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Disabled** | Determines if the user can change the state of the checkboxes. | | **Read-Only** | Determines if the user sees the component as read-only. | | **Required** | Determines if the user must select an option. | | **Selected Checkbox Group Labels** | A semi-colon separated list of the labels with the options the user selected. Output only. | | **Selected Checkbox Group Values** | A semi-colon separated list of the values with the options the user selected. Output only. | # Data Capture Flow Screen Component: Counter Let users enter a number in counter format. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Counter Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_counter.png) ## Configure the Counter Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default counter. | | **Required** | Determines if the user must use the counter to set a value. | | **Value** | Determines the default value shown by the counter. | | **Increment** | The increment step for the plus and minus buttons. | | **Maximum** | The maximum value allowed. | | **Minimum** | The minimum value allowed. | | **Maximum Error Message** | The message the user sees when they reach the maximum limit. | | **Minimum Error Message** | The message the user sees when they reach the minimum limit. | # Data Capture Flow Screen Component: Date Let users enter date values from a flow screen. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Date Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_date.png) ## Configure the Date Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the selected date. | | **Maximum Date** | Determines the latest date that can be selected. | | **Minimum Date** | Determines the earliest date that can be selected. | | **Read-Only** | Determines if the user sees the date as read-only. | | **Required** | Determines if the user must select a date. | | **Value** | Determines the default date that the user sees in the field. | # Data Capture Flow Screen Component: Date & Time Let users enter a date and a time. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Date and Time Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_date_time.png) ## Configure the Date & Time Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the selected date and time. | | **Maximum Date** | Determines the latest date and time that can be selected. | | **Minimum Date** | Determines the earliest date and time that can be selected. | | **Read-Only** | Determines if the user sees the date and time as read-only. | | **Required** | Determines if the user must select a date and time. | | **Value** | Determines the default date and time that the user sees in the field. | # Data Capture Flow Screen Component: Email Let users enter an email address. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Email Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_email.png) ## Configure the Email Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default email. | | **Max Allowed Characters** | The maximum length of the email. The user can enter up to 255 characters. | | **Read-Only** | Determines if the user sees the email as read-only. | | **Required** | Determines if the user must enter an email. | | **Value** | Determines the default email that the user sees in the field. | # Data Capture Flow Screen Component: Image Preview Let users view image files. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
## Configure the Image Preview Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Name** | The name of the image uploaded to Static Resources in Setup. Add the file name without the extension. | | **Description** | The description of the image. | # Data Capture Flow Screen Component: Long Text Area Let users enter up to 1,000 characters. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Long Text Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_long_text.png) ## Configure the Long Text Area Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default text. | | **Read-Only** | Determines if the user sees the text as read-only. | | **Required** | Determines if the user must enter text. | | **Value** | The default text. | # Data Capture Flow Screen Component: Lookup Lets users search for and select one or more Salesforce records, even when working offline. For example, mobile workers can look up a contact and the flow can use the value to populate another field, such as the contact’s address. Alternatively, mobile workers can look up an asset, capture data about the asset in the form, and the flow can update the asset’s record with these details. ### Required Editions
Available in: Lightning Experience in the Enterprise, Unlimited and Developer Additions.
## Single Value Lookup ![Single Lookup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_lookupsingle.png) ## Multiple Value Lookup ![Multiple Lookups](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_lookup_multi.png) ## Use Case A flow can automatically update the lookup field. For example, an org uses work orders with related work order line items, where each work order line item relates to a specific asset. A mobile worker initiates a data capture flow directly from the work order line item, and the flow automatically populates the asset’s lookup component. ## Configure the Lookup Component When you define values, you can select resources from the flow, such as variables or global constants, or enter them manually. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. For example, Search Contact. | | **Object API Name** | The object to search in. You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | | **Record ID** | Defines the default value when Multi Selection is set to False. | | **Record IDs Collection** | Defines the default value when Multi Selection is set to True. | | **Searched Fields** | Defines the object’s fields that users can search. By default, users search the object’s name field. Enter the API names of the fields that you want to use instead of the name field, using a comma-separated list. For example, enter SerialNumber to search by serial number instead of by name. Enter Name, SerialNumber to search for both. You can add up to two fields. | | **Multi Selection** | Defines whether the user can select single or multiple values. | | **Required** | Determines whether the user must enter text. | | **Disabled** | Determines whether the user can change the default text. | | **Read-Only** | Determines whether the user sees the date as read-only. | #### See Also - [Data Capture Flow Screen Components](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components.htm&release=264.0.0&type=5 "The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have fewer properties than standard screen components.") # Data Capture Flow Screen Component: Matrix Let users configure a set of questions with the same set of answers. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture matrix component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_matrix.png) ## Configure the Matrix Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Disabled** | Determines if the user can change the state of the matrix. | | **Read-Only** | Determines if the user sees the component as read-only. | | **Required** | Determines if the user must select an option. | | **Questions** | A list of up to 10 questions to add to the matrix. | # Data Capture Flow Screen Component: Multiple Image Preview Lets users view a full gallery of related images directly in the form. They can view thumbnails, tap to expand them, and swipe through the images even when working offline. These images are related to a record, such as a work order. By linking the component to a record, the images you want to display can be uploaded to that record even after the form has been created. ### Required Editions
Available in: Lightning Experience in the Enterprise, Unlimited and Developer Additions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To make images available offline, mobile workers need to load them at least once while they’re online. ![Multiple Images](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_multi.png) ## Configure the Multiple Image Preview Component
Attribute Description
Label The label that the user sees. For example, Image Gallery.
Linked Record ID

The ID of the record containing the uploaded images. For example, the work order ID.

NOTE: Upload the images to the Notes & Attachments section in the object’s Related tab. You can continue to upload images even after creating the form.
#### See Also - [Data Capture Flow Screen Components](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components.htm&release=264.0.0&type=5 "The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have fewer properties than standard screen components.") # Data Capture Flow Screen Component: Name Let users enter a name. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Name Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_name.png) ## Configure the Name Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Max Allowed Characters** | The maximum length of the field. Enter a name up to 255 characters. | | **Required** | Determines if the user must enter a name. | | **Disabled** | Determines if the user can change the default name. | | **Read-Only** | Determines if the user sees the name as read-only. | | **First Name** | Determines the default first name that the user sees. | | **Last Name** | Determines the default last name that the user sees. | # Data Capture Flow Screen Component: Number Let users enter a number in numeric format. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Number Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_number.png) ## Configure the Number Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default number. | | **Read-Only** | Determines if the user sees the number as read-only. | | **Required** | Determines if the user must enter a number. | | **Value** | The default number. | # Data Capture Flow Screen Component: Phone Let users enter a phone number. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Phone Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_phone.png) ## Configure the Phone Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Max Allowed Characters** | The maximum length of the phone number. Enter a number up to 255 characters. | | **Disabled** | Determines if the user can change the default phone number. | | **Read-Only** | Determines if the user sees the phone number as read-only. | | **Required** | Determines if the user must enter a phone number. | | **Value** | Determines the default phone number that the user sees in the field. | # Data Capture Flow Screen Component: Picklist Let users select values from lists you define. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
**Picklist** ![Data Capture Picklist Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_picklist.png) **Compact Picklist** ![Data Capture Picklist Component Compact Version](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_picklist_compact.png) ## Configure the Picklist Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value.
Attribute Description
Label The label that the user sees.
Compact Determines whether to show the picklist in compact mode. When the value is false, the picklist doesn't show in compact mode. Compact mode is best for a short list of options.
Disabled Determines if the user can change the selected options.
Read-Only Determines if the user sees the picklist as read-only.
Required Determines if the user must select an option.
Selected Picklist Labels

A semi-colon separated list of the labels with the options the user selected. Output only.
Selected Picklist Values A semi-colon separated list of the picklist values selected by the user. Output only.
# Data Capture Flow Screen Component: Radio Buttons Lets users select only one option in a radio button format. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Radio Buttons Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_radio_buttons.png) ## Configure the Radio Buttons Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the state of the radio buttons. | | **Read-Only** | Determines if the user sees the component as read-only. | | **Required** | Determines if the user must select an option. | | **Selected Radio Buttons Label** | The label for the option the user selected. Output only. | | **Selected Radio Buttons Value** | The value for the option the user selected. Output only. | # Data Capture Flow Screen Component: Short Text Lets users enter up to 255 characters. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Short Text Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_short_text.png) ## Configure the Short Text Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default text. | | **Read-Only** | Determines if the user sees the text as read-only. | | **Required** | Determines if the user must enter text. | | **Value** | The default text. | # Data Capture Flow Screen Component: Signature Let users capture a signature. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Signature Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_signature.png) ## Configure the Signature Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default signature. | | **Required** | Determines if the user must enter a signature. | | **Value** | The ID of the record of the saved digital signature. Optional. You can enter a default ID. | | **Parent Record ID** | The ID of the parent record associated with the digital signature. | | **Related Record ID** | An additional record associated with the digital signature. | # Data Capture Flow Screen Component: Toggle Let users flip a toggle in a flow screen. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Toggle Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_toggle.png) ## Configure the Toggle Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can change the default toggle. | | **Read-Only** | Determines if the user sees the toggle as read-only. | | **Value** | Determines the default toggle state that the user sees. | # Data Capture Flow Screen Component: Upload File Let users upload and attach files to records. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Upload File Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_upload_file.png) ## Configure the Upload File Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value. | Attribute | Description | | --- | --- | | **Label** | The label that the user sees. | | **Disabled** | Determines if the user can upload files. | | **Related Record ID** | The Record ID that the uploaded files will be attached to. | | **Required** | Determines if the user must upload a file. | # Data Capture Flow Screen Component: Upload Image Let users upload and annotate images. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
![Data Capture Upload Image Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_dc_component_upload_image.png) ## Configure the Upload Image Component You can select resources from the flow, such as variables or global constants, or you can manually enter a value.
Attribute Description
Label The label that the user sees.
Allow Metadata Edit Defines whether the user can edit the image file’s name and description.
Background Color Defines a CSS color. Defaults to white. When Preserve Transparency is set to false, the output image's background is set to this color before the input image is resized and drawn on top.
Compression Quality (Percent) A number between 0 and 100 that determines the compression quality. If omitted, the default is set by the browser or webview being used. Note: The browser or webview can always choose to override this value if it deems it necessary.
Content Documents A list of the content document IDs of the uploaded images. Optional. You can enter a default collection of content document IDs.
Disabled Determines if the user can change the component.
Enable Compression Determines whether the images are compressed.
   
Enable Image Smoothing Determines whether scaled images are smoothed or not. Defaults to true.
Height The target height when resizing an image. If the height isn't set, the original image height is the default. If the resize mode is set to None, this flag is ignored.
Image Date Time Field Name Defines the API name of the field that saves the date and time of uploaded images. To create the field, from the object management settings for Content Version, go to Fields & Relationships and click New. Select Date/Time as the data type. Enter a label, save the field, and copy the value from the Field Name column. For example, Image_DateTime__c.
Image Location Field Name Defines the API name of the field that saves the location of uploaded images. To create the field, from the object management settings for Content Version, go to Fields & Relationships and click New. Select Geolocation as the data type. Enter a label, save the field, and copy the value from the Field Name column. For example, Image_Geolocation__c.
Image Name Defines the name assigned to each uploaded image. The images are numbered sequentially, for example "After Fix 1", "After Fix 2".
Preserve Transparency Defines if the transparency info of the input image (if any) should be preserved. Defaults to true. If the input image is a GIF/PNG and this flag is set to true, the output image is a PNG. For all other cases, the output is a JPEG.
Related Record ID

The ID of the record to associate the images with.

If you want to relate the uploaded images with a new record that is only created at the end of the flow, the record ID is not available. However, add a Loop component to the end of the flow to overcome this behavior. Loop over the Content Documents attribute to get the IDs. Then define a Create Record component to create a ContentDocumentLink object, which relates the images to the record.
Required Determines if the user must upload an image.
Resize Mode

Determines how the image will be resized. The options are:

  • Fill: Resizes the image to fill the target dimensions.

  • Contain: Resizes the image to fit within the target dimensions while maintaining the original aspect ratio. Default.

  • None: Retains the original image dimensions.
Resize Strategy

Determines how to resize the image. If Resize Mode is set to None, this flag is ignored. The options are:

  • Reduce: Resizes the image only if it’s larger than the target size. Default.
  • Enlarge: Resizes the image only if it’s smaller than the target size.
  • Always: Resizes the image to the target size, regardless of the original dimensions.
Use Camera Only Users capture images using only the camera. Access to the gallery is unavailable.
Width The target width when resizing an image. If the width isn't set, the original image width is the default. If the resize mode is set to None this flag is ignored.
# Data Capture Flow Screen Components The screen components that you can add to Data Capture flows are simplified Lightning Web components. For ease of use, they have fewer properties than standard screen components. Data Capture supports [conditional visibility](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screen_conditional_visibility.htm&language=en_US) and [global variables](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources_global_variables.htm&language=en_US) for these screen components. See [Data Capture Limitations and Guidelines](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_limitations.htm&release=264.0.0&type=5 "Learn more about Data Capture limitations and best practices."). | Display Components | Description | | --- | --- | | [Display Text](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_display_text.htm&language=en_US) | Display information in a flow screen. | | [Repeater](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_repeater.htm&language=en_US) | Collect information about multiple items of the same type on a screen with the Repeater component. To use the output of the component elsewhere in the flow, loop over the output and save the relevant data in a variable. Use the variable to build a list of records. See [Data Capture Limitations and Guidelines](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_limitations.htm&release=264.0.0&type=5). | | [Section](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_section.htm&language=en_US) | Organize screen components and record fields to give your users a better experience. | | InPUT Components | Description | | --- | --- | | [Address](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_address.htm&language=en_US) | Enter an address or latitude and longitude of a location. | | [Checkbox](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_checkbox.htm&language=en_US) | Select one option. | | [Checkbox Group](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_checkbox_group.htm&language=en_US) | Select multiple options. | | [Counter](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_counter.htm&language=en_US) | Enter or select a number in a counter. | | [Date](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_date.htm&language=en_US) | Select a date or date range. | | [Date & Time](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_date_time.htm&language=en_US) | Select a date and a time. | | [Email](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_email.htm&language=en_US) | Enter an email address. | | [Long Text](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_long_text.htm&language=en_US) | Enter up to 1,000 characters. | | [Lookup](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_lookup.htm&release=264.0.0&type=5 "Lets users search for and select one or more Salesforce records, even when working offline. For example, mobile workers can look up a contact and the flow can use the value to populate another field, such as the contact’s address. Alternatively, mobile workers can look up an asset, capture data about the asset in the form, and the flow can update the asset’s record with these details.") | Search for and select single or multiple Salesforce records. | | [Matrix](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_matrix.htm&language=en_US) | Configure a set of questions (rows), with the same set of choices for the answers (columns). | | [Name](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_name.htm&language=en_US) | Enter a person's name. | | [Multiple Image Preview](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_multi_image.htm&release=264.0.0&type=5 "Lets users view a full gallery of related images directly in the form. They can view thumbnails, tap to expand them, and swipe through the images even when working offline. These images are related to a record, such as a work order. By linking the component to a record, the images you want to display can be uploaded to that record even after the form has been created.") | Preview a gallery of images. | | [Numeric](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_number.htm&language=en_US) | Enter a number. | | [Phone](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_phone.htm&language=en_US) | Enter a phone number. | | [Picklist](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_picklist.htm&language=en_US) | Select values from lists you define. | | [Radio Buttons](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_radio_buttons.htm&language=en_US) | Select one option. | | [Short Text](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_short_text.htm&language=en_US) | Enter up to 255 characters. | | [Signature](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_signature.htm&language=en_US) | Collect a signature. | | [Single Image Preview](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_image_preview.htm&language=en_US) | View image files. | | [Toggle](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_toggle.htm&language=en_US) | Flip a toggle. | | [Upload File](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_upload_file.htm&language=en_US) | Upload and attach files to records. | | [Upload Image](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_upload_image.htm&language=en_US) | Upload image files. | # Data Capture Flow Screen Components Learn about screen components available in Data Capture flows, used in the Field Service mobile app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
To learn more about Data Capture, see [Data Capture for Field Service Mobile](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_about.htm&release=264.0.0&type=5 "Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms that follow conditional logic, tailoring additional questions based on how the user answers prior questions. With auto-save, mobile workers can navigate away from the Data Capture form, and even close the app without losing their work. From safety protocol to environmental assessment, Data Capture tailors forms to match the task, so mobile workers can get the job done faster."). - **[Data Capture Flow Screen Component: Address](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_address.htm&release=264.0.0&type=5)** Let users enter an address. - **[Data Capture Flow Screen Component: Checkbox](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_checkbox.htm&release=264.0.0&type=5)** Let users select and deselect an option with a checkbox format. - **[Data Capture Flow Screen Component: Checkbox Group](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_checkbox_group.htm&release=264.0.0&type=5)** Lets users select and deselect multiple options in a checkbox format. - **[Data Capture Flow Screen Component: Counter](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_counter.htm&release=264.0.0&type=5)** Let users enter a number in counter format. - **[Data Capture Flow Screen Component: Date](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_date.htm&release=264.0.0&type=5)** Let users enter date values from a flow screen. - **[Data Capture Flow Screen Component: Date & Time](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_date_time.htm&release=264.0.0&type=5)** Let users enter a date and a time. - **[Data Capture Flow Screen Component: Email](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_email.htm&release=264.0.0&type=5)** Let users enter an email address. - **[Data Capture Flow Screen Component: Image Preview](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_image_preview.htm&release=264.0.0&type=5)** Let users view image files. - **[Data Capture Flow Screen Component: Long Text Area](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_long_text.htm&release=264.0.0&type=5)** Let users enter up to 1,000 characters. - **[Data Capture Flow Screen Component: Lookup](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_lookup.htm&release=264.0.0&type=5)** Lets users search for and select one or more Salesforce records, even when working offline. For example, mobile workers can look up a contact and the flow can use the value to populate another field, such as the contact’s address. Alternatively, mobile workers can look up an asset, capture data about the asset in the form, and the flow can update the asset’s record with these details. - **[Data Capture Flow Screen Component: Matrix](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_matrix.htm&release=264.0.0&type=5)** Let users configure a set of questions with the same set of answers. - **[Data Capture Flow Screen Component: Multiple Image Preview](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_multi_image.htm&release=264.0.0&type=5)** Lets users view a full gallery of related images directly in the form. They can view thumbnails, tap to expand them, and swipe through the images even when working offline. These images are related to a record, such as a work order. By linking the component to a record, the images you want to display can be uploaded to that record even after the form has been created. - **[Data Capture Flow Screen Component: Name](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_name.htm&release=264.0.0&type=5)** Let users enter a name. - **[Data Capture Flow Screen Component: Number](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_number.htm&release=264.0.0&type=5)** Let users enter a number in numeric format. - **[Data Capture Flow Screen Component: Phone](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_phone.htm&release=264.0.0&type=5)** Let users enter a phone number. - **[Data Capture Flow Screen Component: Picklist](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_picklist.htm&release=264.0.0&type=5)** Let users select values from lists you define. - **[Data Capture Flow Screen Component: Radio Buttons](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_radio_buttons.htm&release=264.0.0&type=5)** Lets users select only one option in a radio button format. - **[Data Capture Flow Screen Component: Short Text](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_short_text.htm&release=264.0.0&type=5)** Lets users enter up to 255 characters. - **[Data Capture Flow Screen Component: Signature](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_signature.htm&release=264.0.0&type=5)** Let users capture a signature. - **[Data Capture Flow Screen Component: Toggle](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_toggle.htm&release=264.0.0&type=5)** Let users flip a toggle in a flow screen. - **[Data Capture Flow Screen Component: Upload File](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_upload_file.htm&release=264.0.0&type=5)** Let users upload and attach files to records. - **[Data Capture Flow Screen Component: Upload Image](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_components_upload_image.htm&release=264.0.0&type=5)** Let users upload and annotate images. # Data Capture for Field Service Mobile Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms that follow conditional logic, tailoring additional questions based on how the user answers prior questions. With auto-save, mobile workers can navigate away from the Data Capture form, and even close the app without losing their work. From safety protocol to environmental assessment, Data Capture tailors forms to match the task, so mobile workers can get the job done faster. ### Required Editions
Available in:  Lightning Experience in Enterprise, Unlimited, and Developer Editions.
With the Data Capture flow type in Flow Builder, create flows that are presented to mobile workers as forms. Mobile workers can access these forms in the Field Service mobile app via the Work Order Overview, or the related list on a work order line item or service appointment. - **[Set Up Voice to Form for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_voice_to_form_setup.htm&release=264.0.0&type=5)** Set up Voice to Form, so Field Service mobile users can use voice input to automatically fill out Data Capture forms. - **[Build a Data Capture Flow](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_buildflow.htm&release=264.0.0&type=5)** Data Capture in the Field Service mobile app presents mobile workers with dynamic, responsive forms that work online or offline. You can apply conditions to control when a flow takes a specific decision. - **[Add Data Capture Flows to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_add_flows.htm&release=264.0.0&type=5)** After creating Data Capture flows, define how to show them in the Field Service mobile app by adding a Forms tab to the parent record, or defining the flow as a quick action. - **[Assign Data Capture Permissions to Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_assign_permissions.htm&release=264.0.0&type=5)** Give mobile workers access to Data Capture flows in the Field Service mobile app. - **[Data Capture Limitations and Guidelines](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_limitations.htm&release=264.0.0&type=5)** Learn more about Data Capture limitations and best practices. - **[Discovery Framework-Based Data Capture with Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_discovery_framework_data_capture.htm&release=264.0.0&type=5)** With Assessment Questions and the Discovery Framework Data Capture Flow process type in Flow Builder, build dynamic and responsive forms to efficiently collect data from customers. Your mobile workers can use these forms on the Field Service mobile app, even in areas with poor or no internet connectivity. # Data Capture Limitations and Guidelines Learn more about Data Capture limitations and best practices. Data Capture has the following limitations. ## Flow Structure and Data Operations - Create, update, or delete operations can only be added to the end of the flow. You can’t add screens after or between any Create, Update, or Delete operations. Create, Update, and Delete operations can be in any order, as long as they are all at the end of the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This constraint protects the integrity of offline functionality. Create, Update, and Delete operations can only be executed while a mobile worker is online. When a mobile worker is offline, these operations can’t execute until the mobile worker is online again. - Create Records, Get Records, Update Records, Delete Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Get Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Subflows are supported, but you can’t use Create, Update, or Delete operations with them. ## Flow Screen Components - Custom LWCs aren’t supported. - Components with choices (Choice, Collection Choice Set, or Record Choice Set) can only be configured with Text data types. - Choice sets don't store additional fields to variables. - Repeater components support up to 30 instances. - Repeater rows can’t reference values from other rows in the same Repeater. To validate values across rows, add a Loop element after the screen to iterate through the collection. - The Signature, Upload File, and Upload Image components don’t work when using the Flow Builder in Debug or Run mode. - The Upload Image, Upload File, Matrix, Lookup, Signature, Single Image Preview, and Multiple Image Preview components don’t support Voice to Form. - When you save a flow with LLM Targetable selected, Flow Builder shows the LLM Context field for all data capture components. For components that don’t support voice to form, the field has no effect at runtime. - On forms with conditional visibility, mobile workers must speak the answers that trigger conditional fields so that Voice to Form can reveal and fill those fields. If Voice to Form can’t map a spoken value to any field, it shows that value for the mobile worker to review. - The Display Text component doesn’t support custom URL scheme links, for example, comgooglemaps:// for opening external apps. ## Variables and Formulas - Only the following global variables are supported: $Api, $Label, $Organization, $Profile, $System, $User, $UserRole) and ($Flow.CurrentDate, $Flow.CurrentDateTime, $Flow.InterviewStartTime, $Flow.InterviewGuid. To learn more about global variables, see [Flow Resources: Global Variables](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources_global_variables.htm&type=5&language=en_US). - Collection variables aren’t supported for conditional visibility. - When Record, Date & Time, and Date collection variables are created they can’t use the contains operator in Decision elements. - Only these formula options are supported: ABS, ADDMONTHS, AND, BEGINS, BLANKVALUE, CASE, CEILING, CONTAINS, DATE, DATETIMEVALUE, DATEVALUE, DAY, EXP, FIND, FLOOR, IF, ISBLANK, ISNULL, ISNUMBER, ISPICKVAL, LEFT, LEN, LN, LOG, LOWER, MAX, MCEILING, MFLOOR, MID, MIN, MOD, MONTH, NOT, NOW, NULLVALUE, NUMBER, OR, REGEX, RIGHT, ROUND, SQRT, STRING\\\_LITERAL, SUBSTITUTE, TEXT, TODAY, TRIM, UPPER, VALUE, WEEKDAY, YEAR. ## Validation and Error Messages - Error messages for validation issues can’t reference elements from another screen. ## Performance - You can’t upload files larger than 100 MB. To compress image files, see [Media Utils](https://developer.salesforce.com/docs/component-library/bundle/lightning-media-utils/documentation) in the Lightning Web Components Developer Guide. - To avoid performance issues, use Data Capture on phones with more than 4GB of RAM. - To avoid performance issues, don't upload more than 10 files or images at a time. - To avoid performance issues, break down complex forms that use a single screen, into multiple screens. ## Permissions and Licenses - Only admin profiles and users with Manage Flow permissions can associate a Data Capture flow to the junction object. - Generating PDFs for completed Data Capture forms is available only for Unlimited Edition users. - For Get Records, you can sort a maximum of 2000 records. If you are looking for a specific record, you can use filters or sort order to improve the sort speed. ## General Limitations - Data Capture is supported only on the Field Service mobile app. - Custom footer button labels aren’t supported. - Data Capture flows launched from a quick action don’t create a Form record. The quick action attaches the flow directly to the object, without the Form junction object. Without a Form record, these forms don’t appear on the Forms tab. - Data Capture flows launched from a quick action don’t support pause and resume from the Forms tab or PDF generation from the Forms related list. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Auto-resume within the same quick action works. If a user closes the flow midway and reopens the same quick action, then the flow resumes where they left off. - The Pause button has no effect in a Data Capture flow launched from a quick action. ## Deep Links - When you use deep links, the URL must be less than 2000 characters. - To open a form cleared of the values from a previous session, add the fsl\_\_restart=true parameter to the deep link that your external app uses to open the form. Without this parameter, the form reopens with the values from the previous session. # Data Capture Limitations and Guidelines Data Capture has limitations and guidelines for offline data operations, performance, high-volume inspections, and permissions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Available in orgs where Field Service and Discovery Framework are enabled.
## Forms and Flow Operations - You can add Create, Update, or Delete operations only at the end of the flow. You can't add screens after or between Create, Update, or Delete operations. These operations can be in any order, as long as they're all at the end of the flow. This constraint protects offline integrity, because Create, Update, and Delete operations run only when a mobile worker is online. - Create Records, Get Records, Update Records, and Delete Records operations retrieve only records of User Interface API enabled objects. See [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Subflows are supported, but you can't use Create, Update, or Delete operations with them. - You can't mix components and questions in the same flow. ## Variables and Formulas - Only these global variables are supported: `$Api`, `$Label`, `$Organization`, `$Profile`, `$System`, `$User`, `$UserRole`, `$Flow.CurrentDate`, `$Flow.CurrentDateTime`, `$Flow.InterviewStartTime`, and `$Flow.InterviewGuid`. See [Flow Resources: Global Variables](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources_global_variables.htm&type=5&language=en_US). - Collection variables aren't supported for conditional visibility. - Record, Date & Time, and Date collection variables can't use the contains operator in Decision elements. - For conditional visibility of Discovery Framework questions, you can't use the output of other questions in expressions. Use external data sources or user profile information instead. ## Performance and Scale - You can't upload files larger than 100 MB. To compress image files, see [Media Utils](https://developer.salesforce.com/docs/component-library/bundle/lightning-media-utils/documentation). - To avoid performance issues, use Data Capture on phones with more than 4 GB of RAM, and don't upload more than 10 files or images at a time. - To avoid performance issues, break complex single-screen forms into multiple screens. - Data Capture supports up to 2,000 records per data operation. For mobile stability, keep each operation to 250 records or fewer. For inspections that generate many violations, keep each submission within this guideline. - For Get Records, you can sort a maximum of 2,000 records. To improve sort speed, use filters or a sort order. - Prime high-volume reference data, such as regulatory codes, with Briefcase Builder. Test sync and search performance for your data volume before rollout. ## Permissions and Licenses - Generating PDFs for completed Data Capture forms is available only in Unlimited Edition. PDFs are generated server-side and can't be generated offline. ## General Limitations - Data Capture is supported only on the Field Service mobile app. - When you use deep links, the URL must be shorter than 2,000 characters. - Custom footer button labels aren't supported. # Data Category Visibility Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Since the Summer '20 release, standard Salesforce sharing for Lightning Knowledge is available. Switching to standard sharing changes how you work with data categories and how users can access Knowledge articles. The View All Records permission works only when standard sharing is enabled for Knowledge. See [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&type=5&language=en_US). Three types of visibility are available. With custom data category visibility, you can see only the data categories permitted by their role, permission sets, or profile. - All Categories: All categories are visible. - None: No categories are visible. - Custom: Selected categories are visible. Visibility Setting Enforcement To ensure a wide range of relevant information, category group visibility is broadly interpreted. Setting a category as visible makes that category and its entire directly related family line—ancestors, immediate parent, primary children, other descendants—visible to users. For example, consider a Geography category group with continents such as Asia and Europe at the top level, various countries at the second level, and cities at the third level. If France is the only visible category selected, then you can see articles classified with Europe, France, and all French cities. In other words, you can see categories that have a direct vertical relationship to France but you can’t see articles classified at or below Asia and the other continents. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only the first-level categories in the category group are visible on the Answers tab. In the Geography example, only the continent categories appear on the Answers tab; therefore, if France is the category selected as visible in category group visibility settings, zone members can see questions classified with Europe. Category group visibility settings are enforced on the Answers tab, Article Management tab, Articles tab in all channels (internal app, partner portal, Salesforce.com Community, and Customer Portal), and the public knowledge base. In the following areas, users only see the categories that their visibility settings allow: - On the Article Management tab, when creating or editing articles - On the Article Management tab and the Articles tab, the category dropdown menu for finding articles - On the Answers tab, the categories listed below the zone name Initial Visibility Settings If role, permission set, or profile data category visibility hasn’t been set up, all users can see all data categories. However, if data category visibility is set, users with no data category visibility by role, permission set, or profile, only see uncategorized articles and questions unless you make the associated categories visible by default. Role, permission set, and profile visibility settings restrict default visibility settings. For example, if a data category is visible by default, it isn’t seen by a user whose role restricts access to that data category. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If data category visibility is defined with roles, permission sets, and profiles, Salesforce uses a logical OR between the definitions to create a visibility rule for each user. Role-Based Visibility Setting Inheritance Child roles inherit their parent role's settings and are kept in sync with changes to the parent role. You can customize and reduce the child role's visibility, but you can’t increase it to be greater than that of the parent role. By default, Customer Portal users and partner portal users inherit the category group visibility settings assigned to their account managers. You can change the category group visibility settings for each portal role. Because high-volume portal users don't have roles, you must designate visibility settings by permission set or profile before these users can view categorized articles and questions. Categorized Article Visibility User’s can see an article if they can see at least one category per category group on the article. For example, consider an article that is classified with California and Ohio in the Geography category group and Desktop in the Products category group: - If you have visibility on Ohio and Desktop (but not California), you can see the article. - If you don't have visibility on either California or Ohio but do have visibility on Desktop, you don’t see the article. - If you have visibility on California but not Desktop, you do not see the article. Revoked Visibility Data category visibility can be revoked (set to **None**) for a particular category group. Users in the target role, permission set, or profile can only see articles and questions that aren't classified with a category in that category group. For example, if a user’s visibility for the Geography category group is revoked and has visibility only to the Products category group, the user sees only articles classified under the Products category. You can assign an answer zone to only one category group. So if you assign the Geography category group to the answer zone, and revoke a member's visibility for the group, the member can only see uncategorized questions. For a detailed example, see [Category Group Article Visibility Settings Examples](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis_example.htm&release=264.0.0&type=5 "Review examples of category group settings for article visibility permissions."). - **[How Category Visibility Differs from Other Salesforce Models](https://help.salesforce.com/s/articleView?id=service.category_visibility_comparesharing.htm&release=264.0.0&type=5)** These settings are unique to articles and questions and differ from other Salesforce models - **[Category Group Visibility on Roles](https://help.salesforce.com/s/articleView?id=service.category_visibility_view.htm&release=264.0.0&type=5)** The Category Group Visibility Settings related list summarizes which categories users in the role can see, according to category group. - **[Modify Default Data Category Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_default.htm&release=264.0.0&type=5)** You can edit the default data category visibility. - **[Edit Category Group Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_modify.htm&release=264.0.0&type=5)** You can edit your data category visibility. - **[Category Group Article Visibility Settings Examples](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis_example.htm&release=264.0.0&type=5)** Review examples of category group settings for article visibility permissions. #### See Also - [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&release=264.0.0&type=5 "Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model.") # Data in an Omni-Channel Queue-Based Workflow Workforce Management analyzes past customer interactions to help you plan for the future. For Omni-Channel queue-based workflows, Workforce Management extracts interaction details from queue configurations and each queue’s work items. ### Required Editions
View supported editions.
## Data in a Workload or Intelligent Forecast Your past customer interactions are the key ingredients in a workload. Because a forecast is based on a workload, past interactions also help Workforce Management predict future work volume. For each interaction in your contact center, Workforce Management considers these factors. - Where—The queue where the interaction occurred - When—The interaction’s date and time - Who—The queue member, an agent who’s assigned to the queue, or who participated - How long—The interaction’s duration Here’s a simplified view of a Workforce Management configuration and the underlying object records required in a workload history or forecast. ![Inputs for a workload history or forecast in a queue-based workflow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/workforce_engagement/workforce_engagement_data_history_queue.png)
Object Name Description
QueueSobject You select one or more queues as inputs to a workload. When you set up Omni-Channel, you create queues and a routing configuration for each queue.
AgentWork

AgentWork records represent work items that are routed to queue members. Workforce Management uses this object to gather details about interactions, including timestamps, durations, and agents assigned to work items. Average handle times also are calculated from these records.

When you create a workload or forecast, you choose the date time field such as AcceptDateTime, CreatedDateTime, or ClosedDateTime that determines which AgentWork records fall within the workload timeframe. If there are no AgentWork records within that range, there are no past customer interactions to learn from.

Note
Note Omni-Channel uses AgentWork objects internally, so you can’t upload data into these objects.
ServiceResource Every service resource maps to a Salesforce user. When you set up a queue, you create service resources of type Agent, and add these users as queue members. Be sure that you assign the Workforce Engagement Agent permission set to these users.
ServiceChannel Workforce Management identifies the service channel for a queue by matching the queue’s associated object types in QueueSobject to the service channel’s related entity. Although a queue can be associated with multiple object types, we recommend that only one object type per queue maps to a service channel, for accurate workload analysis.
## Aggregation When you create a workload or a forecast, Workforce Management aggregates data about interactions in the specified date range. The Salesforce Analytics app accumulates volumes for past and future workloads and calculates average handle times. To speed time-to-results, the app analyzes multiple chunks of data simultaneously. For example, given multiple weeks of queue data, the app can analyze a week’s data in parallel with other weeks, or in parallel with other queues. When aggregation is completed, Workforce Management displays the results for the full timespan and selected queues. The results reflect the time zone of the service territory that you specify in the workload. After initial creation, you can sync a workload to append new AgentWork records and update aggregation results with the latest interaction data. This allows you to keep workloads current without recreating them. Workforce Management stores aggregation results in the [Workload](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workload.htm) and [WorkloadUnit](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_objects_workloadunit.htm) objects. A Workload record is a time series that represents aggregated work volumes and average handle times. WorkloadUnit records contain counts for past or predicted interactions and average handle times for a time interval. You can access Workload and WorkloadUnit objects programmatically, but not through the object manager. ## Data in a Capacity Plan A capacity plan predicts the coverage required in a service territory in a given timeframe. It uses Workload records to retrieve forecasted work volumes and average handle times. To create the capacity plan, Workforce Management considers work characteristics that you specify for each job profile. - The maximum work units that an agent can handle at one time, and how the units are distributed between associated queues. - A shrinkage percentage that represents nonworking time, such as breaks or training time. - Service level agreement goals. You specify the percentage of requests to be completed in a given time period. These characteristics are stored in [JobProfileQueueGroup](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_jobprofilequeuegroup.htm) and [WorkDemographic](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workdemographic.htm) records. You use the Workforce Engagement Configuration App to map each job profile to one or more queues. A JobProfileQueueGroup record represents each mapping, which must be unique. Workforce Management iteratively calculates staffing requirements using the forecasted volume, average handle times, job profile work characteristics, and shift templates. This simplified data model shows object records that are required to create a capacity plan. ![Data for a capacity plan in an Omni queue-based workflow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/workforce_engagement/workforce_engagement_data_sched_queue.png)
Element Object and Description
Forecast results
  • Workload. A time series with work volumes and average handle times from aggregation and forecasting.
Queue Details
  • QueueSobject. An Omni-Channel queue.
  • Group. A set of queue members who receive work items from the queue.
  • ServiceChannel. The channel where work items are routed to queue members.
Who (Agents)
  • ServiceResource. Service resources are agent users that you added as queue members. Make sure that you assign the Workforce Engagement Agent permission set to these users.
  • ServiceTerritory. A geographic or functional region where agents perform work.
  • ServiceTerritoryMember. An agent who works in a certain territory.
  • Operating Hours. An operating hours record with a Time Slots related list that defines agent working hours. If a service resource has operating hours defined in a related list, those hours take precedence over hours defined for the resource’s service territory.
Where
  • ServiceTerritory. A geographic or functional region where agents perform work.
  • OperatingHours. An operating hours record with a Time Slots related list also describes when your center operates.
What type of expertise is needed
  • JobProfile. A category that describes the expertise required for the work, for example, Tier 3 Phone Support or Billing Chat Support.
  • JobProfileQueueGroup. The mapping between a queue and a job profile. This object also stores some work characteristics.
  • WorkDemographic. More characteristics about the work to be done.
Capacity plan results are available in the public objects [WorkforceCapacity](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workforcecapacity.htm) and [WorkforceCapacityUnit](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workforcecapacityunit.htm). WorkforceCapacity records represent a time series that describes the capacity needed in the specified date range. WorkforceCapacityUnit records describe how many resources are allocated or needed for forecasted work within an interval. ## Data Used in Intraday Management Team leads can use real-time adherence to monitor when agents aren’t doing their assigned work. For example, if an agent is working on chats but is assigned to work on emails, the agent is considered out of adherence after a specified amount of time. A red out-of-adherence flag is added to the agent’s shift segment on the Team Management View of the Intraday Management dashboard. The agent is alerted via an error message in Agent Home. To flag that an agent is out of adherence, two things must be true at the same time. - The agent selected a service presence status in the Omni-Channel widget that doesn’t match the status associated with the agent’s assigned shift segment. - The adherence threshold associated with the shift segment has passed. The adherence threshold is either 0, 5, 10, or 15 minutes long. Behind the scenes, two systems are at work to determine when an agent becomes out of adherence. - When an agent changes their Service Presence Status in their Omni-Channel widget, the system checks if it matches the Service Presence Status of their currently assigned shift segment. - A cron job runs every 5 minutes to compare the agent’s Service Presence Status in their Omni-Channel widget to the Service Presence Status of their currently assigned shift segment. In either case, the comparison yields these results. ## Data Used in Shift Creation and Scheduling If you create a capacity plan, you can create shifts in bulk directly from it. To add shifts in bulk, Workforce Management uses the capacity plan in a WorkforceCapacity record. It also uses shift templates and information about your call centers, queues, agents, and the work to be done. The object records used in shift creation and scheduling are similar to records used in a capacity plan. This similarity exists because a capacity plan estimates the number of shifts needed but doesn’t create them. ![Data for scheduling in a queue-based workflow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/workforce_engagement/workforce_engagement_data_sched_queue.png) ## Scheduling Criteria The scheduling tools—batch assignment, get candidates, and mass shift update—identify service resources for shifts based on scheduling rules, constraints, and objectives. Scheduling rules and constraints impose hard limits when matching candidates to shifts. Objectives are guidelines that the scheduling logic considers. | Object Name | Description | | --- | --- | | [SchedulingRule](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingrule.htm) | The scheduling logic uses scheduling rules to match agents to shifts. A Match Territory rule is always required. If you’re using a queue-based workflow, create a Match Queue rule. Scheduling considers a shift’s job profile and matches it to the queue for that job profile. It then assigns the shift to a service resource who’s a member of that queue. | | [SchedulingConstraint](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingconstraint.htm) | Scheduling constraints limit when work happens and how much work is done. For example, a MaxWorkingHoursPerDay constraint with a Work Limit rule restricts how many hours an agent can work daily. You can set constraints on service resources or on service territories. | | [SchedulingObjective](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_schedulingobjective.htm) | Scheduling objectives apply business goals to the scheduling logic. For example, a scheduling objective of type Balance Shifts tries to balance the number of shifts in a time period across all agents. | | [ServiceResourcePreference](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_serviceresourcepreference.htm) | You can set a scheduling objective that considers a user’s preference for when they work. A Service Resource Preference record stores a user’s preferred operating hours. | ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example If you’re using a queue-based workflow, set a Match Territory and a Match Queue rule. Add an Availability rule to check if agents have shift assignments or absences, or if operating hours in their primary territory don't cover shift durations. You can also create a Work Limit rule that restricts agents to a maximum of 40 hours per week. Define two scheduling constraints. - Full-Time to set the maximum working hours per day to eight hours. - Part-Time to set the limit to four hours per day. On Service Resource records, specify the appropriate constraint for full-time and part-time agents. Then set a Balance Shifts scheduling objective so that scheduling distributes shifts evenly across your agents within a timeframe, such as 15 days before and after a shift. # Data Layers for Native GIS Plot Salesforce data on Native GIS maps in the Field Service mobile app. On the Data Layers tab in Field Maps Settings, set up a connector to sync data to ArcGIS as a reference layer, or map related objects directly from Salesforce without syncing. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise Edition with the Asset Service Lifecycle Management add-on license, or in Performance, Unlimited, and Developer Editions.
Data layers are map overlays that show different types of information. Use a connector to sync Salesforce data to ArcGIS as a reference layer for geospatial analysis. Or, to skip syncing, map related objects directly from Salesforce. To set up either kind of Salesforce data layer, from Setup, find and select **Field Maps Settings**, and open the **Data Layers** tab. The tab has a Connectors section and a Related Objects section, each with its own list and a button to add a data layer. ## Connectors A connector pushes Salesforce records to a hosted feature layer in ArcGIS, where they form a reference layer. Because the records live in ArcGIS, mobile workers view them on the map even when the records aren't primed on the device through Briefcase. The app makes reference-layer records available through the ArcGIS SDK instead. Before any reference-layer records appear, set up Briefcase for the object and prime at least one record in the app. Connectors suit static, high-volume data that exceeds the app's offline priming limits, such as Assets that mobile workers reference across many work orders. The connector treats Salesforce as the source of truth and syncs one way, on a schedule that you define. So that the app recognizes the synced records as Salesforce records, you add four fields to the ArcGIS feature layer: Object Name, Record ID, Last Modified, and Record Type. When mobile workers tap a record in a reference layer, they see the record's Salesforce details and can create or update it. Set up connectors in the Connectors section of the Data Layers tab. See [Set Up a Native GIS Connector](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_connector_setup.htm&release=264.0.0&type=5 "To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval."). ## Related Objects Related objects plot the records in a work order's related list directly on the map, without syncing to ArcGIS. A related object always links to the work order, such as work order line items or a custom object whose records tie to the work order. Because related objects use the app's priming mechanism instead of syncing to ArcGIS, mobile workers always work from current Salesforce data. Related objects suit dynamic data that changes with the work. A record's location comes either from a field on the record itself or from a lookup to another object that holds the coordinates. Mobile workers can view and create or update these records, and they see the full Salesforce layout for a related record. Set up related objects in the Related Objects section of the Data Layers tab. See [Set Up Related Objects for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_related_objects_setup.htm&release=264.0.0&type=5 "Plot the records in a work order's related list on the map without syncing to ArcGIS. Choose the related object and record type, specify where its location comes from, and style the marker that mobile workers see."). ## When to Use Connectors or Related Objects Choose a data layer based on how the data changes and how much of it there is. - Use a **connector** for static, high-volume data that exceeds the app's offline priming limits, such as Assets. The connector pushes the data to ArcGIS so that mobile workers view it offline without priming every record. For example, use a connector to show nearby assets that aren't associated with the work order, so that mobile workers view them in a geospatial context. - Use **related objects** for dynamic data tied to the work, such as records in a work order's related list. Related objects use the app's priming mechanism and don't require a sync, so mobile workers always work from current Salesforce data. For example, use related objects to plot the work order line items or the assets associated with the work. Native GIS maps can also show view-only data from external ArcGIS feature layers that don't represent Salesforce records. Mobile workers see a pop-up for those records but can't act on them. You add external feature layers to the web map in the ArcGIS portal, not on the Data Layers tab. See [Set Up ArcGIS for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_create_arcgis_webmap.htm&release=264.0.0&type=5 "To use maps in the Field Service mobile app, first assign licenses. Then, create feature layers in the ArcGIS portal. Finally, assign them to maps, and define the authentication to use to access the map."). ## Supported Geometry Types Connectors and related objects both plot points, lines, and polygons on the map. A record's location field determines the shape: - For points, use a geolocation field. - For lines and polygons, use a text field that contains GeoJSON in the Feature format, not the FeatureCollection format. Other geometry types can appear on the map but can't be created or updated. # Deactivate a Broadcast Site Banner When an incident is resolved, deactivate the banner to remove it from your site. ### Required Editions
View supported editions.
A broadcast site banner must be active to deactivate it. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Find the broadcast site banner, and open the broadcast communication record. 3. From the broadcast communication record’s Related tab, find the broadcast communication audience record. 4. Click the record’s dropdown and select **Deactivate Banner**. 5. Click **Deactivate Banner** and click **Finish**. # Deactivate WhatsApp Voice Channel Deactivate the selected voice channel to ensure agents can no longer use it for communication. To reuse the channel, you must activate it again. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To deactivate a channel:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
1. From Setup, use Quick Find to go to **Communication Channels**. 2. In All Channels, click the WhatsApp voice channel you want to deactivate. 3. Click the dropdown and select **Deactivate Voice Channel**. ![Deactivate a WhatsApp voice channel.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_deactivate_wa.png) # Default Appointment Bundle Config If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle Config from the App Launcher. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Field Default Value Result
Add to Bundle Statuses
  • None
  • Scheduled
  • Dispatched
  • In Progress
 You can add service appointments in these statuses to a bundle.
Remove from Bundle Statuses
  • Canceled
  • None
  • Scheduled
  • Dispatched
  • In Progress
 You can remove service appointments in these statuses from a bundle.
Add travel time to bundle duration False Travel time between bundle member service appointments isn’t included in the bundle's duration.
Status on Removal from Bundle
  • None
 When a service appointment is removed from a bundle, it receives the None status.
Statuses not to Update on Unbundling
  • Canceled
  • Completed
  • Cannot Complete
 The status of service appointments in these statuses isn’t updated when a bundle is unbundled.
Bundle Statuses to Propagate All statuses are selected. The status of bundle member service appointments is always overridden by the status of the bundle service appointment.
Bundle Member Statuses not to be Propagated
  • Canceled
  • Completed
  • Cannot Complete
 The status of bundle member service appointments with these statuses isn’t overridden.
Criteria for Automatic Unbundling Empty Automatic unbundling doesn’t occur.
Delete empty bundles True If the bundle has no remaining bundle members, the bundle is deleted.
Empty Bundle Status Empty Bundles that weren’t deleted remain in the appointment list and keep their current status.
# Default Appointment Bundle Policy and Related Policies If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
## Default Appointment Bundle Policy
Field Default Value Result
Priority 1 The default bundle policy is applied first.
Manual Bundling True This policy is available when the dispatcher manually bundles service appointments in the Classic Dispatch Console.
Automatic Bundling True This policy is available when automatic bundling is triggered.
Limit Amount of Bundle Members 200

You can include up to 200 bundle members in a bundle.

This field is relevant only for automatic bundling, not for manual bundling.
## Default Appointment Bundle Sort Policy | Field | Default Value | Result | | --- | --- | --- | | Sort Field Name | Due Date | The bundle members are sorted according to their due date. | | Sort Direction | Ascending | The bundle members are in an ascending order. | | Sort Type | Sort Within a Bundle | The default sort policy defines the order of bundle members in the bundle. | | Sort Order | 1 | The default sort policy is triggered first. | ## Default Appointment Bundle Restriction Policy | Field | Default Value | Result | | --- | --- | --- | | Restriction Field Name | Street | You can bundle service appointments that are on the same street. | | Allow Empty | False | You can’t bundle service appointments that have an empty restriction field with service appointments that have a value in the restriction field. | | Restrict in Manual Mode | True | The default restriction policy applies to manual bundling. | | Restrict in Automatic Mode | True | The default restriction policy applies to automatic bundling. | | Restrict by Date Only | True | If Restriction Field Name is of type Date/Time, the bundle is restricted by the time of day and by the calendar date. | ## Default Appointment Bundle Aggregation Policies
Field in Bundle Service Appointment Aggregation Result
Address Address of the first bundle member service appointment according to the sort policy. The bundle service appointment’s address is pulled from the first bundle member service appointment.
Due Date Earliest due date of all bundle member service appointments The bundle service appointment’s due date is pulled from the earliest due date of the bundle member service appointments.
Duration Sum of the duration of the bundle member service appointments The bundle service appointment’s duration is equal to the sum of all bundle member service appointments’ duration.
Earliest Start Permitted Latest start time of all bundle member service appointments The bundle service appointment’s earliest start permitted is pulled from the latest start of the bundle member service appointments.
Pinned False When the bundle is created, the bundle service appointment isn’t pinned.
Service Territory Copied from one of the bundle member service appointments The bundle service appointment’s service territory field is pulled from one of the bundle member service appointments.
Skill Requirements (in Work Order) Sum of the skills of the bundle member service appointments, without duplication

The bundle service appointment’s work order lists the skills of all bundle member service appointments.

If the skills are updated in a bundle member service appointment after the bundle is created, the skills aren’t aggregated to the bundle service appointment. Update the bundle service appointment’s skills manually.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The default configuration of the Service Territory and Address fields don’t appear in the list of default aggregation policies. # Default Case Page Components in Console Versions Each version of the service console includes a unique set of default components on the Case page. Other page layouts feature the same components across all console versions. ### Required Editions
Lightning Service Console is available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud
Service Setup Assistant is available in: Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions in orgs created before Spring '26
For example, the Foundations Service Console contains these Case page components by default. ![Case page components for Foundations Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsole_casePage_easy_highlighted_components.png) This table lists the default Case page components for each version of the service console.
ComponentFoundations Service ConsoleService Setup Assistant Console*Lightning Service Console
Actions & recommendationsUncheckedCheckmarkUnchecked
Activity timelineCheckmarkUncheckedUnchecked
Case detailsCheckmarkCheckmarkCheckmark
Cases for parent contactUncheckedCheckmarkCheckmark
Chatter feedUncheckedCheckmarkCheckmark
Contact detailsCheckmarkCheckmarkCheckmark
Highlights panelCheckmarkCheckmarkCheckmark
Knowledge article searchCheckmarkCheckmarkUnchecked
MilestonesUncheckedCheckmarkUnchecked
Path assistantCheckmarkUncheckedUnchecked
Related listsCheckmarkCheckmarkCheckmark
\* The Service Setup Assistant is available only in orgs created before Spring '26. #### See Also - [Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&type=5&language=en_US) # Default Components in Service Console Versions Each version of the service console is equipped with a specific set of navigation tabs and utilities, by default. If needed, you can customize the components in the service console. ### Required Editions
Lightning Service Console is available in: Lightning Experience
Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions with Service Cloud
Service Setup Assistant is available in: Lightning Experience
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions in orgs created before Spring '26
For example, the Service Setup Assistant Console contains these navigation tabs (1) and utilities (2), by default. ![Service Setup Assistant console with default navigation tabs and utilities](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsole_ssa_components.png) This table lists the default navigation tabs available in each version of the service console.
ComponentFoundations Service ConsoleService Setup Assistant Console*Lightning Service Console
AccountsCheckmarkCheckmarkCheckmark
All sitesUncheckedCheckmarkUnchecked
AnalyticsCheckmarkUncheckedCheckmark
CasesCheckmarkCheckmarkCheckmark
Change requestsCheckmarkUncheckedCheckmark
Chat transcriptsUncheckedCheckmarkUnchecked
ChatterCheckmarkUncheckedCheckmark
CMS workspacesUncheckedCheckmarkUnchecked
ContactsCheckmarkCheckmarkCheckmark
DashboardCheckmarkUncheckedCheckmark
Email templatesCheckmarkUncheckedUnchecked
HomeUncheckedCheckmarkUnchecked
IncidentsCheckmarkUncheckedCheckmark
List emailsCheckmarkUncheckedUnchecked
MacrosCheckmarkCheckmarkUnchecked
Messaging sessionsCheckmarkCheckmarkUnchecked
Omni Supervisor (Lightning)CheckmarkUncheckedUnchecked
Omni Supervisor (Salesforce Classic)UncheckedCheckmarkUnchecked
ProblemsCheckmarkUncheckedCheckmark
Quick textCheckmarkCheckmarkUnchecked
ReportsCheckmarkUncheckedCheckmark
SurveysUncheckedCheckmarkUnchecked
This table lists the default utilities available in each version of the service console.
ComponentFoundations Service ConsoleService Setup Assistant ConsoleLightning Service Console
HistoryCheckmarkCheckmarkCheckmark
Incident alertsUncheckedCheckmarkCheckmark
MacrosCheckmarkCheckmarkUnchecked
NotesCheckmarkCheckmarkCheckmark
Omni-channelCheckmarkCheckmarkUnchecked
\* The Service Setup Assistant is available only in orgs created before Spring '26. #### See Also - [Personalize the Navigation Menu for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_personalize_nav.htm&type=5&language=en_US) - [Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&type=5&language=en_US) # Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic These shortcuts are automatically available for a console, and an administrator can customize or turn them off. The shortcuts aren't supported in Lightning components used in Classic Salesforce Consoles. ### Required Editions
Available in: Salesforce Classic
Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Keep in mind that these shortcut
Command Description Shortcut
Enter keyboard shortcuts mode Activates keyboard shortcuts in a browser displaying a console. Esc
Go to the navigation tab Selects the navigation tab. V
Go to field on tab Selects details on a tab. Shift+S
Go to the primary tabs Selects the row of primary tabs. P
Go to the subtabs Selects the row of subtabs on a primary tab. S
Go to list view Selects the list view. N
Go to the first list view item Selects the first item on the list view. Shift+F
Go to header search box Moves the cursor to the header search box. R
Go to footer

Moves the cursor to footer components.

Enter a number from 1 through 9.

Note
Note Not supported for Microsoft® Internet Explorer® versions 7 or 8 or for right-to-left languages. If you choose the Macros or Presence component, press Esc to move the cursor to other components.
 F+Right Arrow or Left Arrow+number
Move left Moves the cursor left. Left Arrow
Move right Moves the cursor right. Right Arrow
Move up Moves the cursor up. Up Arrow
Move down Moves the cursor down. Down Arrow
Open item in an inactive tab

Opens the selected item in a new tab without shifting focus.

Note
Note Not supported for Microsoft® Internet Explorer® 11 or Microsoft® Edge.

Windows: Ctrl+Mouse Click

macOS: Cmd+Mouse Click
Open drop-down button on tabs Opens the drop-down button on tabs to select more actions. D
Open tab Opens a new tab. T
Close tab Closes a selected tab. C
Reopen last-closed tab Reopens the last-closed primary tab. Shift+C
Refresh tab Refreshes a selected tab. Shift+R
Enter Activates a command. Enter
Get link to share Opens the Link to Share dialog box on the selected tab. U
Show keyboard shortcuts Opens an overlay that lists keyboard shortcuts. Shift+K
Edit Switch from detail to edit page. E
Save Saves changes to the selected tab. Ctrl+S
Hide or show pinned list Toggles the appearance of a pinned list. Shift+N
Hide or show left sidebar Toggles the appearance of the left sidebar and any of its components (this shortcut only works on the primary tab). Shift+Left Arrow
Hide or show right sidebar Toggles the appearance of the right sidebar and any of its components (this shortcut only works on the primary tab). Shift+Right Arrow
Hide or show top sidebar Toggles the appearance of the top sidebar and any of its components (this shortcut only works on the primary tab). Shift+Up Arrow
Hide or show bottom sidebar Toggles the appearance of the bottom sidebar and any of its components (this shortcut only works on the primary tab). Shift+Down Arrow
Zoom in or out on primary tabs Zooms in or out on primary tabs by toggling the appearance of the header, footer, and pinned list. Z
#### See Also - [Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_keyboard_shortcuts.htm&release=264.0.0&type=5 "Keyboard shortcuts let you quickly perform actions by pressing keys instead of having to use a mouse.") - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") - [Keyboard Shortcuts for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_keyboard_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and work with records faster and without using your mouse. You can use these shortcuts with your web browser shortcuts.") # Default Salesforce Go Settings for Case Management To quickly start using case management, we recommend turning it on in Salesforce Go. When you turn on Case Management in Salesforce Go, these settings become active. ### Required Editions
Salesforce Go is available in Lightning Experience
Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud)
## Where To Find Salesforce Go In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for Case Management. ![Case Management page in Salesforce Go with the breadcrumb highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_mgmt_salesforce_go.png) ## Default Settings Case Management is a dependent step in other features you turn on, so it's important to understand its effects when enabled.
Setting What It Does Considerations
Create Case Status picklist values

Create values for the Status field on cases. The values can be used for case merging, status-based email notifications, and other features.

  • New
  • In Progress
  • On Hold
  • Waiting for Customer
  • Escalated
  • Merged
  • Closed
  • Response Received
 Adds sample data. You can modify or delete the values or add your own.
Enable case owner notifications for new case comments Notifies the case owner when a user adds a public or private comment to a case. If you select this setting, case owners can't opt out of receiving these notices. Notices aren't sent to inactive case owners. You can turn off this setting without affecting other Support Settings.
Create sample email templates Creates the Case Created or Updated (Sample) and the Case Assigned (Sample) email templates. Critical templates used for Web-to-Case when it's turned on. You can edit this setting and templates but they're used across channels.
Enable case merge Lets support reps merge cases and lets developers use the API to merge cases. You can turn off this setting without affecting other Support Settings.
Create sample queues Creates Escalation, General, and Priority queues, which lets users manage and distribute work. You can modify or delete the queues.
Create sample case assignment rules Creates an assignement rule named Priority. You can modify or delete the assignment rule.
Create sample case escalation rules Creates an escalation rule named New High Priority Case Over 2 Hours. You can modify or delete the escalation rule.
#### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Default Salesforce Go Settings for Email-to-Case To quickly start using Email-to-Case, we recommend turning it on in Salesforce Go. When you turn on Email-to-Case in Salesforce Go, these settings become active. ### Required Editions
Salesforce Go is available in Lightning Experience
Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud)
## Where To Find Salesforce Go In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for Email-to-Case. ![Salesforce Go page for Email-to-Case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_to_case_go.png) ## Default Settings Email-to-Case interacts with other features, so it's important to understand its effects when enabled.
Setting What It Does Considerations
Turn on Email-to-Case settings

Enables Email-to-Case and the following settings.

  • Notify case owners on new email
  • Enable HTML email
  • Set case source to email
  • Save Email-to-Case attachments as Salesforce files
  • Eliminate duplicate email attachments
  • Invoke triggers on status change from New to Read
  • Reply with new content only
  • Insert email threading token in email subject
  • Place user signatures before email threads
  • Enable on-demand service
  • Use email headers for threading

After you turn on Email-to-Case, you can’t turn it off, but you can update its settings.

Enable HTML email is required.

We recommend you leave on all email threading settings for optimal security.

We recommend you leave on the set case source to email setting to ensure that the Case Source field on newly created cases is set to Email.
#### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) - [Configure Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_settings.htm&release=264.0.0&type=5 "Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured.") # Default Salesforce Go Settings for Web-to-Case To quickly start using Web-to-Case, we recommend turning it on in Salesforce Go. When you do that, these settings become active. ### Required Editions
Salesforce Go is available in Lightning Experience
Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud)
## Where to Find Salesforce Go In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for Web-to-Case. ![Web-to-Case page in Salesforce Go](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/web_to_case_go.png) ## Default Settings Web-to-Case interacts with other features, so it's important to understand its effects when enabled. | Setting | What It Does | Considerations | | --- | --- | --- | | Turn on Case Management | Creates the Case Updated or Created (Sample) email template, which is required for Web-to-Case. | Case Management is required to use Web-to-Case. You can modify Case Management settings. | | Turn on Web-to-Case | Enables Web-to-Case. | You can turn off Web-to-Case. | | Set Case Origin to Web | Sets the Case Origin field to Web on cases created with Web-to-Case. | You can modify this setting. | | Set Default Response Template to Case Updated or Created (Sample) | Sets the default response email template for Web-to-Case to Case Updated or Created (Sample). | You can modify the email template or replace it with another one. | #### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Default Scheduling Policies in Workforce Scheduling Workforce Scheduling includes scheduling policies available by default that cover common scenarios. For field only scheduling, this includes reducing cost by minimizing travel and overtime, scheduling appointments as soon as possible, scheduling to preferred resources, and balancing scheduling so that results are sufficient across all competing preferences. For on-site only scheduling, this includes workload balancing. If you have both field and on-site scheduling enabled, all these default policies are available. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
For field scheduling, and when both field and on-site scheduling are enabled, the Cost Optimized scheduling policy is the org’s system default policy in Setup. This default is applicable also if there’s no explicit default policy selection. You weight each objective in the policy. Weights are relative — they tell the scheduling engine how much each objective matters compared to the others in the same policy. Higher weight means the engine prioritizes that objective more when grading candidate schedules. You assign weights proportionally: if minimizing travel matters twice as much as scheduling as soon as possible, give it roughly twice the weight. ## Cost Optimized Scheduling Policy Prioritizes cost reduction by minimizing travel and overtime. This policy is best for organizations where cost control is the primary scheduling driver. This scheduling policy is available by default for field scheduling, and when both field and on-site scheduling is enabled.
Objective Weight Configuration
Minimize Travel 300

Exclude Travel from Home Base: Off

Exclude Travel to Home Base: Off
Same Site 80 Exact Location: Off
ASAP 100  
Minimize Overtime 360  
Preferred Resource 30  
## Customer First Scheduling Policy Schedules work as soon as possible to minimize customer wait times. The Customer First policy includes a single ASAP objective at the highest weight to maximize scheduling speed for all work equally. This scheduling policy is available by default for field scheduling, and when both field and on-site scheduling is enabled.
Objective Weight Configuration
Minimize Travel 300

Exclude Travel from Home Base: Off

Exclude Travel to Home Base: Off
Same Site 80 Exact Location: Off
ASAP 30,000  
Minimize Overtime 360  
Preferred Resource 30  
## Resource Preference Scheduling Policy Routes work to preferred resources with higher-priority, even if the travel time or wait time increases. This scheduling policy is available by default for field scheduling, and when both field and on-site scheduling is enabled.
Objective Weight Configuration
Minimize Travel 300

Exclude Travel from Home Base: Off

Exclude Travel to Home Base: Off
Same Site 80 Exact Location: Off
ASAP 100  
Minimize Overtime 360  
Preferred Resource 30  
Resource Priority 3,000  
## Balanced Scheduling Policy Balances competing scheduling preference with reasonable trade-offs between speed, cost, and resource utilization. This policy is suitable for organizations that want fast scheduling without sacrificing all cost control. This scheduling policy is available by default for field scheduling, and when both field and on-site scheduling is enabled.
Objective Weight Configuration
Minimize Travel 300

Exclude Travel from Home Base: Off

Exclude Travel to Home Base: Off
Same Site 80 Exact Location: Off
ASAP 9,000  
Minimize Overtime 360  
Preferred Resource 30  
## Workload Balancing (On-Site) Scheduling Policy Distributes on-site appointments evenly across resources to balance workload and resource utilization. This policy is suitable for organizations that want on-site work distributed evenly across their resources. This scheduling policy is available by default for on-site scheduling, and when both field and on-site scheduling is enabled. | Objective | Weight | Configuration | | --- | --- | --- | | Load Balancing | 1 |   | # Defer Loading Inactive Lightning Console Workspace Pages The “Defer loading inactive console workspace pages” setting improves performance by minimizing extra page loads. For example, if this setting is enabled and you use a navigation rule to open a workspace page, then the page doesn’t load until the user navigates to that page. This setting is enabled by default. ### Required Editions
Available in: Lightning Experience

Available in: Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions

Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.
User Permissions Needed
To enable or disable this setting: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Regardless of whether the setting is enabled or disabled, content in [pinned regions](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") is always considered active and loads immediately. This setting can cause customizations that rely on immediately loading a workspace page, such as a timer that starts when a page opens, to function improperly. Before you turn off this setting, consider refactoring your code by using the [Lighting Console API](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lex_getting_started.htm) so that the functionality isn’t dependent on the page immediately loading. Turning off the setting can have a negative effect on console performance. To turn off this setting, from Setup, in the Quick Find box, enter Console Settings, and select **Console Workspace Page Loading Preference**. Then turn off **Defer loading inactive console workspace pages**. #### See Also - [Limit the Maximum Number of Loaded Lightning Console Tabs](https://help.salesforce.com/s/articleView?id=service.console_lex_loaded_tab_limit.htm&release=264.0.0&type=5 "To set the maximum number of loaded console tabs in a session, enable the Loaded Console Tab Limit feature.") # Define a Change Advisory Board and Add Meetings Streamline change approvals by defining CABs and scheduling review meetings. 1. From the App Launcher, find and select **Agentic IT Service Desk**. 2. In the Quick Find box, find and select **Change Advisory Board Definitions**. 3. Click **New**. 4. Enter the required details. 5. Select the Change Advisory Board Manager. The CAB manager can be a user or a group, depending on how your organization managers change approvals. 6. Select Active to allow assigning change requests. If you leave the checkbox cleared (inactive), you can’t assign change requests, but you can still plan and schedule meetings. 7. Save your changes. 8. Open the CAB definition. 9. Click **Related**. 10. In Associated Meetings, click **New**. 11. Enter meeting details, such as start and end dates. 12. Save your changes. The system creates the CAB meeting and associates it with the selected CAB definition. When you create a CAB meeting, the system also creates a corresponding event on the IT Service Calendar. Teams can use the calendar to view scheduled CAB meetings alongside other service events and filter meetings based on configured event types. # Define and Apply Risk Scope for IT Compliance Define the categories of IT assets, business units, and vendors your team uses to scope risks, and then associate the right scope to each risk record so its impact is grounded in real-world context. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To define risk scope types and apply risk scopes: Compliance Admin permission set
## Create a Risk Scope Type A Risk Scope Type record represents a broad category used to define what a risk applies to, such as Cloud Region, Business Unit, Configuration Item, or Vendor. 1. From App Launcher, go to the IT Compliance app and select **Risk Scope Type**. 2. Click **New** and enter a name and description that describe the category clearly. 3. Save your changes. ![Common Risk Scope Types](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Common Risk Scope Types The categories most teams define for IT compliance risks include: - Cloud Region. For risks tied to specific data centers or cloud regions, like AWS US-East-1 or Azure East US. - Business Unit. For risks scoped to organizational units, like North America Sales or EMEA Engineering. - Configuration Item. For risks that apply to specific servers, databases, or applications in your CMDB. - Vendor. For risks introduced by third parties, like SaaS providers, outsourced services, or hardware suppliers. - Physical Office. For risks tied to a particular site, like an HQ in San Francisco or a development center in Bangalore. ## Apply a Risk Scope to a Risk When a risk scope type is applied to an individual risk, a Risk Scope record is created. the specific instance linked to an individual risk record, To maintain a consistent risk register, define your scope types upfront, and apply specific scopes to risks as they are registered. 1. Go to the risk record you want to scope. 2. On the **Related** tab, click **Add Risk Scope**. 3. Select the risk scope to apply, and then save your changes. ![Example: scoping the phishing risk to North America Sales](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: scoping the phishing risk to North America Sales Suppose your compliance team has registered a Phishing Attack risk for the North America Sales business unit and now wants to record exactly which part of the IT environment the risk applies to. They apply two risk scopes to the risk record: - Risk Scope Type: Business Unit. Risk Scope: North America Sales. - Risk Scope Type: Configuration Item. Risk Scope: Salesforce Sales Cloud (the tenant used by North America Sales). Together these tell your team exactly what this phishing risk applies to: the Sales Cloud tenant used by North America Sales, not other regions, products, or business units. # Define Assessment Categories Create picklist values to group your evaluation questions into logical sections. These section names will also appear in the preconfigured reports on quality scores. ### Required Editions
Supported Editions for Workforce Engagement Management
User Permissions Needed
To create custom picklist values: Quality Manager
1. From Setup, in the Quick Find box, enter Object Manager, and select **Assessment Question**. 2. Click **Fields & Relationships**, and then select **Category**. 3. Click **New** and enter category labels such as professionalism, compliance, and script adherence with each label on a new line. 4. Save your changes. # Define Capacity-Based Resources Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they aren’t overbooked during schedule optimization. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To create, update, or delete resource capacities: Edit on service resources
1. To indicate that a service resource is capacity-based, select **Capacity-Based** on the resource record and save your change. 2. In the Capacities related list, click **New**. 3. Enter the capacity start and end dates. If the Time Period is set to Day, enter the same start and end dates. If the time period is Week, the end date can be up to 1 week. If the time period is Month, the end date can be until the end of the month. 4. Specify how much the resource can work. - For Time Period, select the time period that the capacity is based on. For example, if the resource can work 8 hours a day, select **Day**. With Enhanced Scheduling and Optimization, you must select **Day**. The Week and Month options aren’t supported. - For Hours per Time Period, base the resource’s capacity on the number of hours worked. For example, if the resource can work 8 hours a day, enter 8. - For Work Items per Time Period, base the resource’s capacity on the number of service appointments assigned to them. For example, if the resource can complete 5 appointments a day, enter 5. 5. Save your changes. You can create multiple capacities for a resource as long as the start and end dates don’t overlap. On the Gantt, you can see the percentage of booked capacity. You can also click the banner to see more details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create a capacity for a date range, add the VF078\_CapacityCalendar Visualforce component to the Service Resource layout to display a Capacity Calendar. To create a capacity for only one criterion (Hours per Time Period or Work Items per Time Period), make sure to delete the default value of 0. ![Capacity calendar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_capacity_calendar.png) Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization. - The Fix Overlaps feature isn’t supported for capacity-based service resources. - Resource absence isn't supported for capacity-based service resources. - Resource efficiency isn't supported for capacity-based service resources. - Schedule optimization supports daily capacity, but not weekly or monthly. - Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based service resources. - If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt. - Capacity-based resources can’t be assigned to appointments that have a [scheduling dependency](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5 "To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time."). - Capacity-based resources can’t be relocated. - If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0. However, on the Gantt, this value is considered empty. - If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still shows on the Gantt. - Capacity-Based Resources doesn’t support complex work. - Up to 5,000 objects (service appointments and service resources) are supported overall in any optimization or scheduling actions. - Day is the only time period supported. The Week and Month options aren’t supported. - The capacity banner on the Gantt doesn’t show the capacity percentage. Additionally, if you click the capacity banner to see more details, the details window isn’t updated accordingly. - Capacity-based resources can’t use the Count work rule. - You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular resources. - If you manually change the status of a service appointment to None, or clear the Scheduled Start and Scheduled End fields, the capacity consumption isn’t updated. - You can assign any service appointment to a capacity-based resource, as long as they’re available. For appointments that span over multiple days (crossing midnight), the duration is split over each day the service appointment spans. By considering the hours set for each day separately, Field Service ensures accurate capacity tracking and optimal scheduling. Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization. - The Fix Overlaps feature isn’t supported for capacity-based service resources. - Resource schedule optimization—the optimization of an individual service resource’s schedule—isn’t supported for capacity-based service resources. - If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt. - Capacity-based resources can’t be assigned to appointments that have a [scheduling dependency](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5 "To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time."). - Capacity-based resources can’t be relocated or assigned to a secondary service territory. - If Hours per Time Period or Work Items per Time Period are set to 0, the result of the performed action considers it a capacity of 0. However, on the Gantt, this value is considered empty. - If you deselect Capacity-Based Resource, make sure you also remove the resource’s defined capacities. Otherwise, the capacity still shows on the Gantt. - You can’t assign capacity-based resources to appointments that are part of an appointment dependency group. Dispatchers can manually drag service appointments to capacity-based resources, but Scheduling and Optimization doesn’t schedule those appointments. You can manually schedule the appointments. - You can’t schedule appointments for capacity-based resources that aren’t assigned to a shift. This behavior is the same for regular resources. - If you manually change the status of a service appointment to None, or clear the Scheduled Start and Scheduled End fields, the capacity consumption isn’t updated. #### See Also - [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.") - [Set Up Field Service in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.fs_set_up_communities.htm&release=264.0.0&type=5 "Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience Cloud site.") # Define Configuration Item Dependencies with Relationships Configuration Item (CI) relationships connect configuration items to show how they interact or depend on each other. CI relationships help define real-world dependencies between hardware, software, cloud resources, and services. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
CI relationships connect configuration items to show how they interact or depend on each other. For example, a server may run an application, or a virtual machine may connect to a network switch. These relationships help define real-world dependencies between hardware, software, cloud resources, and services. Admins use predefined relationship types to describe these links. Each relationship type has a direction and a meaning such as runs on, depends on, or connected to. When you define CI relationships, you create a structured view of how assets rely on one another to deliver services. In Salesforce CMDB and Service Graph, relationships can be added from either direction, as a source or a target. In a source relationship, the current CI points to another CI that it depends on or uses. For example, if a Linux server depends on a storage device, the server is the source and the storage device is the target. A target relationship means another configuration item is pointing to the current CI as a dependency. For example, if a load balancer routes traffic to a web application, the load balancer is the source and the web application is the target. You can create either type of relationship directly from the **Relationships** tab of a CI record, depending on how you want to model the connection. ![Relationships in a configuration item](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_ci_rlshp2.png) You can choose from predefined relationship types such as runs on, depends on, or connected to. You can view the list of predefined relationship types from **CI Relationship Types** in the CMDB app. You can also import CI relationships in bulk by using predefined relationship import templates. Relationship imports help you onboard large dependency models more efficiently and maintain consistent relationship structures across services, infrastructure, and applications. For more information, see [Import Configuration Item Relationships](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_import_ci_rltshp.htm&release=264.0.0&type=5 "Import configuration item (CI) relationships in bulk by using predefined CSV templates. Use relationship imports to establish dependencies and service mappings between related CIs more efficiently in CMDB."). - **[Create Relationships Between Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_cirelshp.htm&release=264.0.0&type=5)** Understand how configuration items (CIs) interact and depend on each other by creating relationships. Use the Relationships tab in a CI record to define source or target relationships. Mapping these connections helps your teams understand system dependencies, assess impact, and troubleshoot issues faster. - **[Import Configuration Item Relationships](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_import_ci_rltshp.htm&release=264.0.0&type=5)** Import configuration item (CI) relationships in bulk by using predefined CSV templates. Use relationship imports to establish dependencies and service mappings between related CIs more efficiently in CMDB. # Define Field Service Work Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule and execute work efficiently and effectively. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these related jobs when defining Field Service work.
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES CATEGORIES
Create work in Field Services and define the work requirements.

Guidelines for Creating Work Types for Field Service

Add Required Skills to Work Orders or Work Types for Field Service

Work Rule Type: Extended Match

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Define where work occurs and make sure that the service resource travel time is accurately calculated using geolocation information.

Work Rule Type: Extended Match

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Mark service appointments as offsite so that service resources can perform work remotely.

Schedule Appointments Without Travel

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Specify the duration of the work.

Guidelines for Creating Work Types for Field Service

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Manage customer SLAs.

Work with Entitlements

Admin
  • Communication, Media, and Technology
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Create work that spans across multiple days.

Enable Multiday Field Service Appointments

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
# Define Languages for Your Einstein Bot Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog. ### Required Editions
View supported editions.
You can build Einstein Bots for one language or multiple languages. You must define at least one primary language for each Einstein Bot on the Bot Overview page. See [Set or Update a Bot Primary Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language.htm&release=264.0.0&type=5 "Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER).") and [Add or Remove a Secondary Bot Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_secondary.htm&release=264.0.0&type=5 "Create secondary languages to your existing bots."). To view and edit language-specific data in the Bot Builder, you must enable the language in Language Settings, activate it in Translation Workbench, and add it to Conversation Languages on the Bot Overview page. Then you can add or edit dialog translations on the Dialog Translations tab. To quickly translate a dialog to a different language, select dialog steps, and then click **Translate Selected**. ![Dialog Translation tab with dialog steps selected for translation to French](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_example.png) Multi-language bots share dialog logic and deliver dialog translations to your end user. To show language choices at the beginning of the conversation so the end user can select their conversation language, create a question dialog step that offers each language as a static choice. See [Set a Bot Conversation Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_set.htm&release=264.0.0&type=5 "You can easily define a bot conversation language at the beginning of the conversation. End users can then select their preferred language and switch to the translated text. You can also set the preferred language variable using browser information or based on a URL."). To ensure that a bot respects rule conditions in multiple languages, on Rule dialog steps, use the OR condition requirements to specify text value conditions in each language. Multi-language bots have one F1 score on the Model Management page. You can download the data and filter metrics by language. In multi-language bots, dialogs assigned to the Bot Options Menu only show in the primary language. Some bot templates and blocks support multiple languages. For more details on language support for a system template, see [Explore Einstein Bot System Templates](https://help.salesforce.com/s/articleView?id=service.bots_service_template_directory.htm&release=264.0.0&type=5 "Learn about bot templates designed for specific clouds and use cases."). ## Supported Languages Einstein Bots supports right-to-left languages in the Bot Builder based on the language you specify in your personal settings. To access all of the languages that Einstein Bots supports, see [Salesforce supported languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US). Where necessary, [enable end-user and platform-only languages](https://help.salesforce.com/s/articleView?id=xcloud.admin_select_languages_for_your_org.htm&type=5&language=en_US) on the Language Settings page in Setup. Languages that are supported by the original intent model must have at least 20 or 50 utterances per intent. For some languages, named entity recognition (NER) is partially supported only for phone number and currency. - Phone numbers are recognized only when numbers are written in Arabic numerals (0-9). - Currency is recognized only when the currency code is written in English letters (A-Z) and the numbers are written in Arabic numerals (0-9). Some languages recognize English currency names with or without the currency code (dinar, euro, rial, riyal, rupee).
Language Intent Model Support NER Support Beta Service

Arabic

(supported in the Bot Builder and Enhanced Chat channels only)

 Cross-Lingual Full support for date, time, currency, number, and phone number. Checkmark
Bangla / Bengali Cross-Lingual Full support for date, time, currency, and number. Checkmark
Bulgarian Cross-Lingual Full support for date, time, currency, and number. Checkmark
Catalan Cross-Lingual Full support for date, time, currency, and number. Checkmark
Chinese (Simplified)
  • Cross-Lingual
  • Original
Checkmark  
Chinese (Traditional)
  • Cross-Lingual
  • Original
Checkmark  
Croatian Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency and phone number.
  
Czech Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency.
 Checkmark
Danish
  • Cross-Lingual
  • Original
 Checkmark  
Dutch
  • Cross-Lingual
  • Original
 Checkmark  
English
  • Cross-Lingual
  • Original
 Checkmark  
English (UK)
  • Cross-Lingual
  • Original
 Checkmark  
Estonian Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency.
 Checkmark
Finnish Cross-Lingual
  • Full support for number.
  • Partial support for date, time, currency, and phone number.
 Checkmark
French
  • Cross-Lingual
  • Original
 Checkmark  
Georgian Cross-Lingual Full support for date, time, currency, and number. Checkmark
German
  • Cross-Lingual
  • Original

  • Full support for time, currency, and number.

  • Partial support for date.
  
Greek Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency and phone number.
  

Hebrew

(supported in the Bot Builder and Enhanced Chat channels only)

 Cross-Lingual Full support for date, time, currency, and number.  
Hindi Cross-Lingual
  • Full support for date, time, and phone number.
  • Partial support for currency, and number.
  
Irish Cross-Lingual Full support for date, time, currency, and number. Checkmark
Italian
  • Cross-Lingual
  • Original
  • Full support for time, currency, and number.
  • Partial support for date.
  
Japanese
  • Cross-Lingual
  • Original
 Checkmark  
Korean
  • Cross-Lingual
  • Original
 Checkmark  
Latvian Cross-Lingual
  • Full support for time and phone number.
  • Partial support for date, number, and currency.
 Checkmark
Lithuanian Cross-Lingual
  • Full support for time and phone number.
  • Partial support for date, number, and currency.
 Checkmark
Malayalam Cross-Lingual Full support for date, time, and number. Checkmark
Norwegian Cross-Lingual
  • Full support for time and phone number.
  • Partial support for date, number, and currency.
 Checkmark
Polish Cross-Lingual
  • Full support for date, time, and phone number.
  • Partial support for number and currency.
  
Portuguese (Brazil)
  • Cross-Lingual
  • Original
 Checkmark  
Portuguese (Europe)
  • Cross-Lingual
  • Original
 Checkmark  
Romanian Cross-Lingual

Full support for date, time, currency, and number.

  
Russian
  • Cross Lingual
  • Original
 Checkmark  
Slovak Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency.
 Checkmark
Spanish
  • Cross-Lingual
  • Original
 Checkmark  
Spanish (Mexico)
  • Cross-Lingual
  • Original
 Checkmark  
Swedish
  • Cross-Lingual
  • Original
 Checkmark  
Tagalog Cross-Lingual
  • Full support for date, time, and phone number.
  • Partial support for number.
 Checkmark
Tamil Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency.
 Checkmark
Telugu Cross-Lingual Full support for date, time, and number. Checkmark
Thai Cross-Lingual
  • Full support for number and phone number.
  • Partial support for date, time, and currency.
 Checkmark
Turkish Cross-Lingual
  • Full support for date, time, and phone number.
  • Partial support for number and currency.
 Checkmark
Ukrainian Cross-Lingual
  • Full support for date, time, and number.
  • Partial support for currency.
 Checkmark
Vietnamese Cross-Lingual Checkmark  
Support for some languages in Einstein Bots is a Beta Service. Customer may opt to try such Beta Service in its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at [Agreements and Terms](https://www.salesforce.com/company/legal/agreements/). - **[Set or Update a Bot Primary Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language.htm&release=264.0.0&type=5)** Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER). - **[Add or Remove a Secondary Bot Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_secondary.htm&release=264.0.0&type=5)** Create secondary languages to your existing bots. - **[Manage Secondary Language Translations](https://help.salesforce.com/s/articleView?id=service.bots_service_language_translations.htm&release=264.0.0&type=5)** Edit bot translations directly in each bot dialog. - **[Set a Bot Conversation Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_set.htm&release=264.0.0&type=5)** You can easily define a bot conversation language at the beginning of the conversation. End users can then select their preferred language and switch to the translated text. You can also set the preferred language variable using browser information or based on a URL. # Define Mini Page Layouts for the Agent Console You can define mini page layouts for the records that appear in the mini view of the Agent console, hover details, and event overlays. A mini page layout contains a subset of the items in an existing page layout. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from their associated page layout. The visible fields and related lists of the mini page layout can be further customized, but the other items inherited from the associated page layout can’t be changed on the mini page layout itself. ### Required Editions
View supported editions.
User Permissions Needed
To set up the Agent console: Customize Application
The event mini page layout is used for the event detail and edit overlays, not the Console tab. Related lists on mini page layouts only display in the Console tab, not hover details. 1. From the object management settings for the object whose page layout you want to edit, go to Page Layouts. 2. Next to a page layout name, click **Edit**. 3. In the page layout header, click **Mini Page Layout**. 4. Select which fields and related lists are displayed for this type of record in the mini view. For each related list you select, choose which fields to display in that related list. - You can select all of the available fields and up to five related lists to display in the console; however, it’s recommended that you only select a few so that users do not have to scroll to find information. - Selected fields and related lists display in the console even when they don’t contain content. - Fields marked Always Displayed or Always on Layout on page layouts are automatically included on the mini page layout and can’t be removed unless they’re removed from the page layout. - Field properties on the page layout determine field properties on the mini page layout. For example, if a field is read-only on the page layout, that same field is read-only on the mini page layout. To change the field properties of fields on the mini page layout, you must change the field properties of fields on the page layout. The console respects field-level security in organizations where it’s available. - To add or remove fields, select a field name, and click **Add** or **Remove**. To change the order of the fields, select a field name in Selected, and click **Up** or **Down**. Click **Save** when finished. - The order of related lists on the page layout determines the order of related lists on the mini page layout. To change the order of related lists on the mini page layout, you must change the order of related lists on the page layout, then select the mini page layout and click **Save**. 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can’t define mini page layouts for the Close Case Layout or the Log a Case Page and View Cases Page layouts on the Self-Service Portal. You can define mini page layouts for the user object; however, you cannot add standard fields or related lists. Also, a customized mini page layout doesn’t display in the Agent console. #### See Also - [Set Up the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_setup.htm&release=264.0.0&type=5 "You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce.") - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) # Define Picklist Values for the Categories and Status Fields For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields. ### Required Editions
View supported editions
User Permissions Needed
To define picklist values: Customize Application
For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields. These fields are available only in an Ideas community and not in an Answers community. Categories are administrator-defined values that help organize ideas into logical subgroups within a zone. The View Category dropdown list on the Ideas tab lets users filter ideas by category. The Categories picklist on the Post Ideas page lets users add categories to their ideas. An idea's status helps zone members track the progress of the idea. For example, “Under Review”, “Reviewed”, “Coming Soon”, and “Now Available” are common status values an administrator can define and assign to ideas. An idea's status appears next to the idea's title for all zone members to see. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If the Category field is displayed (instead of Categories), then your zone members can assign only a single category to an idea. To allow them to assign multiple categories to an idea, from Setup, enter Ideas Settings in the Quick Find box, then select **Ideas Settings** and enable Categories. To define picklist values for the Categories and Status standard fields: 1. From Setup, enter Ideas in the Quick Find box, then select **Fields**. 2. From the management settings for ideas, go to Fields. 3. Click **Edit** next to the Categories or Status standard field. 4. On the picklist edit page, click **New** to add new picklist values to the standard field. You can also edit, delete, reorder, and replace picklist values. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note After you add picklist values to the Categories or Status field, the field requires at least one picklist value. If the field has more than one picklist value, you can delete values until there’s one remaining. 5. Add one or more picklist values (one per line) in the provided text area. 6. Select the zones that you want to include the new picklist values. 7. Save your changes. 8. To specify a default value for the Categories or Status fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Don’t use the **Edit** link on the Fields page to specify a default value for Categories or Status. You can specify a default value only from the Zone Detail page. 9. To display an idea's status to zone members, select the Status field and drag it to the Additional Information section. You can find this field from Setup by entering Ideas in the Quick Find box, then selecting **Fields**.After you select this checkbox, you can assign a status to any idea when you post a new idea or edit an existing idea. #### See Also - [Manage Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_admin.htm&release=264.0.0&type=5 "Learn how to manage Ideas.") - [Select Picklist Values and Defaults for a Zone](https://help.salesforce.com/s/articleView?id=service.ideas_add_category.htm&release=264.0.0&type=5 "After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value.") - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) # Define the Send Definitions Configured in Marketing Cloud Engagement Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects. ### Required Editions
Available in: Enterprise and Unlimited Editions
Make sure that you configured Engagement to send customer Health Verification notifications. Every time a Health Verification record is created or edited, the system checks to see if an email confirmation must be sent to the person who submitted the Health Verification form. The Email Mapping object specifies the combination of Health Verification record Status and Method values required to send an email to the user. The Email Mapping record also specifies the classic email templates to be used for the Header, Body, and Footer values. The email templates must be written using merge field markup %%FieldName%% rather than { !FieldName} The send definition includes the Definition Key. The API uses the Definition Key to determine whether to send a confirmation email or a status update email, and in what language to send it. Here’s how it works at run time. 1. A user submits their Health Verification form on your site. 2. The system generates and stores a Health Verification record for the user. An agent can begin working on the verification request. 3. The Health Verification record includes data about selections that the user made when submitting the form. The Health Verification record also includes status information based on any work the agent has done processing the request. Each Occasion Email Mapping that is configured in Health Verification email maps to an Engagement Send Definition. 4. When data from the Health Verification record matches the configuration criteria from the Occasion Email Mapping object, Engagement sends an email. ![Diagram of the workflow for health verification custom metadata](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_pkg_hv_custom_mdata_65.png) This table lists and defines the Occasion Email Mapping fields.
Email Mapping Field Definitions
Field Definition
Occasion

Related Occasion Record
Verification Method

Method the Health Verification record requires to trigger the email.
Verification Status

Status the Health Verification record requires to trigger the email.
Marketing Cloud Definition Key

Name of the Send Definition Key for the journey in Engagement.
Verification Site URL

Optional parameter that can be passed to Engagement and used within the Email template to link users back to the org.
Language

Form language
Email Template Header Name

Name of the Classic Email template that can be used as HTML content for the header in the Engagement template.

  • Email templates can only be 4,000 characters. When a template exceeds 4,000 characters, Engagement truncates the content and the HTML breaks, giving unexpected results.
  • You can’t use Merge Fields in the Classic Email Templates. The merging of values occurs within the Engagement template only. Use the Email Template as an HTML editor.
Email Template Body Name

Name of the Classic Email template that can be used as HTML content for the body in the Engagement template

  • Email templates can only be 4,000 characters. When a template exceeds 4,000 characters, Engagement truncates the content and the HTML breaks, giving unexpected results.
  • You can’t use Merge Fields in the Classic Email templates. The merging of values occurs within the Engagement template only. Use the Email template as an HTML editor.
Email Template Footer Name

Name of the Classic Email template that can be used as HTML content for the footer in the Engagement template.

  • Email templates can only be 4,000 characters. When a template exceeds 4,000 characters, Engagement truncates the content and the HTML breaks, giving unexpected results.
  • You can’t use Merge Fields in the Classic Email templates. The merging of values occurs within the Engagement template only. Use the Email template as an HTML editor.
The Occasion Email Mapping object serves as a bridge for Classic HTML templates, which is an out-of-the-box feature, and the Engagement Email template. It specifies the Engagement Email template (Definition Key), and the Classic HTML email header, footer, and body. Safety Cloud uses the template to pass content into the Engagement Email, which is eventually sent to the scheduled batch job to the related person account records. Use the Occasion Email Mapping object to create the mappings between classic email templates and Engagement emails decoratively, as described here. 1. From the App Launcher, type Occasion Email Mappings, and then select Occasion Email Mappings. 2. Select a preconfigured mapping. ![Screenshot showing the Email Template Fields on the Occasion Email Mapping page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_template_fields.png) The values specified in the Email Template Header Name, Email Template Body Name, and Email template Footer Name fields reference the API names of Salesforce Classic Email templates. The Engagement Definition Key serves as the reference ID that connects the Salesforce Org and its related Engagement journey. The content is passed to the email in Engagement and Engagement sends the email to the person who’s health status is verified. #### See Also - [Set up Marketing Cloud Engagement to Send Customer Health Verification Notifications](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_hv_notifications_mc.htm&release=264.0.0&type=5 "Prepare and send COVID-19 health verification notifications such as confirmation and status updates to your customers. Send notifications using Content Builder and Journey Builder in Marketing Cloud Engagement.") - [Set up an Email Template for Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_email_templates_hv.htm&release=264.0.0&type=5 "You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email.") - [Schedule the Confirmation and Verification Emails](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_schedule_notifications_mc.htm&release=264.0.0&type=5 "With the Developer Console, you can schedule the SendConfirmationEmails and the SendVerificationEmails Apex class") # Define Validation Status Picklist Values When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To create or change validation status picklist values: Customize Application
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Salesforce Classic, validation status picklist values aren’t retained when you export articles for translation. Articles with picklist values can be imported, however, and their values are retained as long as the values exist in your organization. 1. From Salesforce Classic Setup, enter Validation Statuses in the Quick Find box, then select **Validation Statuses**. 2. On the picklist edit page, click **New** to add new values to the validation status field. You can also edit, delete, reorder, and replace picklist values. When you replace a picklist value, the system replaces it in all versions of the article, including any archived versions. 3. Add one or more picklist values (one per line) in the text area. 4. To set the value as the default for the picklist, be sure to select the Default checkbox. 5. Click **Save**. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Define When Field Service Resources Perform Work Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable. Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these related jobs when setting up your workforce.
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES CATEGORIES
Define standard hours that a service resource can be scheduled work.

Create Operating Hours for Field Service

Guidelines for Creating Operating Hours for Field Service

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Define nonstandard hours that a service resource can be scheduled work.

Manage Field Service Shifts

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Prevent service resources from being assigned work when they’re not supposed to work, for example, during a public holiday.

Add Holidays to Operating Hours

Work with Resource Absences

Work Rule Entry: Service Resource Availability

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
# Define Which Appointments Can Be Scheduled During Shifts Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To view, create, and update recordset filter criteria

View, create, and edit on Service Appointments, Shifts, Recordset Filter Criteria, and Recordset Filter Criteria Rules

AND

Delete on Recordset Filter Criteria Rules
1. In the App Launcher, click **Recordset Filter Criteria**. 2. In the Recordset Filter Criteria list view, click **New**. ![Edit RFC Window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_rfc_edit.png) 3. Enter a name and description for the criteria. 4. In the Source Object field, select **Shift**. 5. In the Filtered Object field, select **Service Appointment**. 6. Select **Active**. 7. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid. 8. Add filter conditions. 1. Select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending on the field you select. For example, picklist fields show the list of available choices. 2. Add another condition if you must. 9. Save the recordset filter criteria. 10. Assign your new record set filter criteria record to a shift record to make sure the scheduling and optimization engine only allows service appointments that meet the criteria to be assigned during the shift time-frame. - **[Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&release=264.0.0&type=5)** Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift. #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") - [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&release=264.0.0&type=5 "Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift.") # Define Which Field Service Resources Perform Work and Where Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on their expertise, supported work types, and relevant geographies or lines of business. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these related jobs when setting up your workforce.
I WANT TO… HOW DO I DO THIS? PERSONA INDUSTRIES CATEGORIES
Define my workforce structure by business units and geographies.

Create Service Territories for Field Service

Enable Map Polygons in Field Service

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
Define which workforce members of my workforce can be assigned certain work based on skills, qualifications, and expertise.

Create Skills for Field Service

Work Rule Type: Match Skills

Work Rule Type: Extended Match

Admin
  • Communication, Media, and Technology
  • Education
  • Energy and Utilities
  • Engineering and Construction
  • Financial Services
  • Healthcare and Life Sciences
  • Manufacturing and Automotive
  • Retail and Consumer Goods
  • Travel, Transport, and Hospitality
# Defining Solution Categories Begin by creating your solution categories. The All Solutions category is automatically created for you as the top of your solution hierarchy. ### Required Editions
View supported editions.
Users can't add solutions to the All Solutions category or translate it. 1. From Setup, enter Solution Categories in the Quick Find box, then select **Solution Categories**. 2. Click **Add Category** to create a subcategory below a specific category. 3. Enter the category name. Category names cannot include the backslash “\\” character. 4. Select a different parent category, if desired. The parent category is the category directly above this category in the hierarchy. 5. Select a sort order for any subcategories you create under this category. - Choose Alphabetical Order to sort subcategories alphabetically. - Choose Custom Order to sort subcategories in the order you specify. 6. Click **Save**. 7. After creating categories, categorize your solutions. Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling solution categories for the entire organization. 8. Then, after categorizing solutions, turn on solution category browsing on the Solutions tab. 9. To enable solution category browsing for the public knowledge base or your Self-Service portal, see Enabling Public Solutions. From the list of solution categories, you can: - Click **Edit** to modify the category name, parent category, or sort order. - Click **Del** to delete the category. The solutions associated with the category are not deleted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You cannot delete a category in use by a Salesforce Customer Portal. For more information, see Enable Customer Portal Login and Settings. - Click the category name to view the category details. From a category detail page, you can: - Click **New** to add a subcategory below the category. - Enter a custom sort order for the subcategories. 1. Edit the category to set the Subcategory Sort Order to Custom Order. 2. Enter numbers in the Order column to specify the order of the subcategories. 3. Click **Reorder**. #### See Also - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") # Delete a Broadcast Slack Message Delete a broadcast Slack message from the Slack channel, without leaving the Service Console, when an incident is resolved or no longer relevant. ### Required Editions
View supported editions.
- Customer Service Incident Management must be enabled. - Broadcast Slack messages must be enabled. - Broadcast topics must be assigned to Slack channels. You can delete only broadcast Slack messages that weren’t deleted or that didn’t previously fail to send, update, or delete. Deleting a broadcast Slack message doesn’t delete its broadcast communication record. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Find the broadcast Slack message that you want to delete. From the broadcast communication’s dropdown, select **Delete Broadcast Slack Message**. 3. Click **Next**, and then **Done**. # Delete a CAB Definition Remove unused CAB definitions to keep your configuration clean and avoid maintaining obsolete approval structures. Before you begin: Make sure that the CAB definition has no associated meetings. 1. From the App Launcher, enter and select **Change Advisory Board Definitions**. 2. Open a CAB definition. 3. Click **Delete**. 4. Confirm the deletion. The CAB definition is permanently removed. # Delete a Contact Center You can delete a contact center from your Salesforce org. For example, you can delete the contact center to change the AWS region that’s hosting your Amazon Connect instance or to clean up your Sandbox org. Before you can delete a contact center, you must delete the voice calls associated with the contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To delete a contact center: Customize Application and Manage Call Centers
![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning Before you delete a contact center from a Salesforce org with Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, consider these important points. - Deleting a contact center from an org, deletes all the associated Salesforce resources but doesn’t delete any of the associated AWS artifacts. - As a precaution, before you delete the contact center from a sandbox org, copy the custom Amazon Connect instance assets such as contact flows, and Lambda functions, that you want to use in your production org. 1. From Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system. 2. To delete the contact center, click the dropdown to the right of the contact center, and then select **Delete**. ![The Update Key and Delete options appear in the dropdown to the right of the contact center.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_contact_center_delete.png) #### See Also - [Delete Voice Call Customer Data](https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&release=264.0.0&type=5 "Delete customers’ personal identifiable information (PII) from your Salesforce Voice (formerly Service Cloud Voice) contact center.") - [_Salesforce Help_: Try Salesforce Voice in Your Sandbox](https://help.salesforce.com/s/articleView?id=service.voice_sandbox.htm&language=en_US) # Delete a Custom Media File Permanently remove media files from your Media Library when they are no longer associated with any media labels. If the file is in use, the system displays the list of media labels associated with it. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
Available in: Agentforce Contact Center with Salesforce Voice
Available in: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To manage media:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Learn how to view permissions in this permission set.
1. From Setup, in the Quick Find box, enter Voice, and then select **Media Management**. 2. In the Media Library tab, find the file you want to delete. 3. Click **Delete**. 4. In the confirmation dialog, confirm the deletion. # Delete a Custom Media Label You can delete a custom media label only if it isn't referenced in any active IVR flow. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To manage media: Agentforce Contact Center Admin (Salesforce Voice) Permission Set
1. From Setup, in the Quick Find box, enter Voice, and then select **Media Management**. 2. Click the **Media Labels** tab. 3. In the Custom Media Labels section, find the label and click **Delete**. 4. If the label is referenced in flows, deletion is blocked and a summary of the references is shown. Remove the label from those flows first, then return to delete it. 5. Confirm the deletion. # Delete a Data Category Deleting data categories can result in long processing times, changes to the visibility and categorization of articles and questions, and other significant consequences. Read this entire topic carefully before deleting categories. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view the Data Categories page: View Data Categories in Setup
To create, edit, or delete data categories: Manage Data Categories
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Modify the category hierarchy when user activity is low. Because the save process involves potentially large and complex recalculations, it can take a long time to complete. During processing, support reps can experience performance issues when searching for articles or questions or using category dropdown lists. 1. From Setup, enter Data Category in the Quick Find box, then select **Data Category Setup**. 2. Click a category group name. 3. Click a category name. If necessary, click **Expand All** to display all categories in the category group. 4. Press DELETE, or choose **Delete Category** from the Actions drop-down list. 5. Click **OK** in the confirmation dialog box. 6. Choose how you want to reclassify articles associated with the deleted category or the deleted category's children. In all cases, the articles retain their categories from other category groups. - Assign the deleted category's parent category. - Assign a different category. You can select any other category in this category group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The category you select cannot be deleted itself before you save your work. - Do not assign the articles a new category in this category group. Deleting a category: - Permanently removes it. It cannot be restored. It never appears in the Recycle Bin. - Permanently deletes its child categories. - As applicable, removes the category and its children from the Answers, Article Management, and Knowledge tabs in all channels, and your company's public knowledge base. - Removes associations between the category and articles or questions. You can reassign articles and questions to another category. - Removes its mapping to visibility. Readers lose their visibility to articles and answers associated with the deleted category. # Delete a Dialog with Intent Enabled Before you delete a dialog with intent enabled, you must first remove any intent sets from the dialog. Otherwise, an intent set can become “stuck” to the deleted dialog, so that the intent set is no longer visible and can’t be used in a different dialog. You don’t need to remove utterances you’ve added manually. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
To manage intent sets and bot training:

Customize Application

OR

Modify Metadata

OR

Manage Bots

OR

Manage Bots Training Data
1. From the Dialogs page in the Bot Builder, select the dialog you want to delete. 2. Click **Dialog Intent**. 3. In the Intent Set section, remove any intent sets from the dialog. 1. Click the dropdown ![Dropdown menu arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png) next to an intent set. 2. Select **Delete**, and then confirm your choice. This removes an intent set from the dialog and doesn’t delete the intent set from the org. 4. Delete the dialog. 1. From the list of dialogs in the Dialog tab, find the dialog you want to delete. Click the dropdown ![Dropdown menu arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png) next to the dialog. 2. Select **Delete**, and then confirm your choice. If you delete a dialog before removing an intent set, you can recover a “stuck” intent set by recreating the deleted dialog with its exact name and API name. After you’ve created the dialog, click **Enable Dialog Intent**. Because the intent set is linked to the dialog’s API name, the intent set will appear in the Intent Sets section of the Dialog Intent tab. You can then remove the intent set and delete the dialog. # Delete Agent Console Layouts When you no longer need it, delete the agent console layout. ### Required Editions
View supported editions.
User Permissions Needed
To delete Agent console layouts: Customize Application
To delete a layout for the Agent console: 1. From Setup, enter Console Layouts in the Quick Find box, then select **Console Layouts**. 2. Click **Del** next to the console layout name. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You cannot delete a [console layout that is assigned to a profile](https://help.salesforce.com/s/articleView?id=service.console_assigning_layouts.htm&type=5&language=en_US). You must first reassign the profile to another console layout or no console layout. #### See Also - [Manage Console Layouts for the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_manage_layouts.htm&release=264.0.0&type=5 "Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned.") # Delete an Article Type Deleting article types can result in errors and lost data. Read this entire topic carefully before deleting article types. ### Required Editions
Available in Salesforce Classic. View supported editions.
User Permissions Needed
To delete article types: Customize Application
1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Next to the article type, click **Del**. 3. Confirm that you want to delete the article type. Notes on Deleting Article Types - If your organization has only article type, you cannot delete it. Every Salesforce Knowledge org requires at least one deployed article type. Create an article type and then delete the old one. - Any articles associated with a deleted article type are automatically removed from all channels, including draft, published, and archived articles. - Salesforce does not display deleted article types in the Recycle Bin with other deleted records. Instead, deleted article types appear in the Deleted Article Types list on the article list view page for 15 days. During this time, you can restore the article type and its articles, or permanently erase the article type and its articles. After 15 days, the article type and its articles are permanently erased. - If a reader clicks a bookmark to a deleted article's URL, an Insufficient Privileges message displays. #### See Also - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Delete and Undelete Category Groups Deleting a category group deletes all of its categories and removes all associations between the categories and articles or questions. Read this entire topic carefully to understand the consequences of deleting category groups. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view the Data Categories page: View Data Categories in Setup
To create, edit, or delete data categories: Manage Data Categories
1. From Setup, enter Data Category in the Quick Find box, then select **Data Category Setup**. 2. Hover your cursor over the category group name. 3. Click the Delete Category Group icon (![Delete Category Group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categorygroup_delete.png)). 4. Select the checkbox in the confirmation dialog, then click **OK**. The data category group is deleted. Continue to step 5 if you wish to restore the data category group. 5. In the Removed Category Groups section, hover your cursor over the category group name. 6. Click the Undelete Category Group icon (![Undelete Category Group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categorygroup_undelete.png)). The category group moves to the Category Groups section as an inactive category group, and associations with articles, questions, and visibility are restored. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Deleting a category group: - Moves it to the Deleted Category Groups section, which is a recycle bin. You can view items in this section but not edit them. It holds category groups for 15 days before they are permanently erased and cannot be recovered. During the 15–day holding period, you can either restore a category group, or permanently erase it immediately. - Deletes all categories within that group. - Removes all associations between the group's categories and articles or questions. - Removes all associations between the group's categories and visibility. - As applicable, removes the category drop-down menu from the Articles tab in all channels, the Article Management tab, and your company's public knowledge base. # Delete Articles and Translations You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - To delete published article and translations, first remove them from publication by choosing edit or archive. - When a user without delete access cancels the editing on published article, the newly created article draft is not deleted automatically. Deleting articles moves them to the Recycle Bin, where you can restore them if you change your mind. If you delete an article with translations, the translations are also moved to the Recycle Bin. However, if you delete a single translation, you can't restore it. Deleting an article or translation may fail if another user or the system simultaneously modifies it while the deletion is being processed. You receive an error message when this occurs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - Conflicts might occur when different support rep perform actions on the same articles simultaneously. Depending on who performs the action first, the articles will not be available for subsequent users though the articles still display momentarily in the articles list. Performing an action on these articles results in a conflict error. - If you delete a draft article that is a working copy of a currently published article, the original published version is not affected but the draft version is permanently removed. It does not go to the Recycle Bin. You can edit the published version to work again on a draft copy. - In Salesforce Classic, when a user without delete access cancels editing a published article, the newly created article draft isn’t deleted automatically. In Lightning Experience, when you edit a published article by clicking **Edit as Draft** and then click **Cancel**, the article draft isn’t deleted automatically. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") # Delete Cases When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted. ### Required Editions
View supported editions.
User Permissions Needed
To delete cases: Delete on cases
To delete a case, click **Del** next to the case on the cases list page, or click **Delete** on the case detail page. The **Del** link and **Delete** button do not display for users who do not have the “Delete” permission on cases. To delete a case from a Cases related list in Lightning Experience, click **Del** next to the case. You can’t delete a case from the Cases related list in Salesforce Classic. The deleted case is moved to the Recycle Bin. If you undelete the case, any related items are also restored. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you delete an event, task, case comment, or attachment from a case—and then delete the case— the event, task, case comment, or attachment cannot be restored via undelete. #### See Also - [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.") # Delete Employee Goals Action Employees and managers use this action to remove performance goals that are no longer relevant or were created in error. ### Required Editions
View supported editions.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow.
API NameDeleteEmployeeGoals
Action TypeStandard
Reference Action TypeFlow
Reference ActionDelete Employee Goals
InputsGoal ID
OutputsStatus Message, Response Code
Does this action execute one or more prompt templates?No
## Examples of Utterances that Trigger This Action - "Delete the draft goal I made by mistake." - "Remove this objective, it is no longer relevant to my role." - "Cancel my previous performance target." # Delete Health Verification Attachments and Health Card Records Automatically with an Apex Job Help keep customers’ personal health information private and safe by regularly deleting verification files and Health Card records. Simply schedule the job, and it runs at the specified time. The job uses the schedulable class `SafetyCloudPurger` to automatically delete the verification file attached to a Health Verification record or to delete Health Card records and associated data, such as dose information. Each batch performs these actions on Health Verification records that have a Health Verification Status of Verified. - Fetch Health Verification records with `EventDate__c <= YESTERDAY AND AttachmentPurgedTimestamp__c = null`. - Delete the Health Card record and associated data. - If the record has `attachment`: 1. Delete the attachment record. 2. Set `AttachmentPurgedTimestamp__c` to the current time. Safety Cloud relies on a Custom Setting named Safety Cloud Purge Setting to determine how many days after an event to wait before purging file attachments and Health Card-related data from the system. By default, Safety Cloud purges Health Card and Health Verification data 1 day after the event. To modify the Safety Cloud Purge setting complete these steps. 1. From Setup, in the Quick Find box, enter Custom Settings, and then select Custom Settings. 2. Select the Safety Cloud Purge Setting. 3. Click **Manage**. If there’s no Default Organization Level Value, Safety Cloud purges Health Verification and Health Card-related data 1 day after the event. 4. To set a default value for purging data, click **New**, and set a value for Days After Event. 5. Save your changes. After setting the Default Organization Level Value, you can go back at any time and edit the value specified in Days After Event. To schedule the job, complete these steps. 1. From Setup, in the Quick Find box, enter Apex Classes, and then select **Apex Classes**. 2. Click **Schedule Apex**. 3. Enter the job name. We recommend Health Verification Data Purge. 4. In the search bar, enter SafetyCloudPurger, and select it. 5. Specify the start and end dates for the Apex scheduled class. If you specify a single day, the job runs only one time. 6. Specify a preferred start time. The exact start time depends on service availability. 7. Save your changes. When it completes, you can see the job’s information on the [Apex Jobs](https://help.salesforce.com/articleView?id=code_apex_job.htm&language=en_US) page, such as whether it passed or failed, how long it took to process, and the number of records processed. # Delete Ideas When you delete an idea, its comments, and any child ideas are moved to the Recycle Bin. ### Required Editions
View supported editions
User Permissions Needed
To delete ideas and comments: Delete on ideas
Note that undeleting an idea from the Recycle Bin also restores the idea's comments, votes, and child ideas. 1. Click the name of an idea to open the detail page. 2. Click the **Delete** button. 3. Click **OK**. #### See Also - [Merge Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_merge.htm&release=264.0.0&type=5 "Merge duplicate ideas together so one idea becomes the parent to one or more child ideas.") - [Post and Edit Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") # Delete Performance Goals Deploy this template to provide employees with a standardized way to request the removal or deletion of performance goals. ### Required Editions
View supported editions.
This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Goal ID, Case Origin, Subject. ## Fulfillment and Integration This template includes preconfigured integration through the BambooHR connector for intake and/or fulfillment tracking. Custom logic, routing, or approvals can be managed using Flow Builder. # Delete Service Intelligence Apps Use the App Management tab to delete installed Service Intelligence apps, then complete steps in Data 360 to stop Data 360 credit consumption. ### Required Editions
View supported editions.
Permission Sets Needed
To manage Data 360: Data Cloud Admin permission set
To manage Agentforce Service (formerly Service Cloud): Service Cloud User permission set
To install Service Intelligence: Service Intelligence App Admin permission set
To use Service Intelligence: Service Intelligence User permission set
![The app manangement tab and delete button for a Service Intelligence instance.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_app_delete.png) After you delete a Service Intelligence app, progress through Data 360 steps to end Data 360 credit consumption. 1. [Uninstall the data bundle from the Service data kit](https://help.salesforce.com/s/articleView?id=data.c360_a_install_standard_data_bundles_powered_by_data_kits.htm&type=5&language=en_US). 2. [Delete data lake objects](https://help.salesforce.com/s/articleView?id=000395853&type=1&language=en_US). 3. [Delete data steams](https://help.salesforce.com/s/articleView?id=data.c360_a_delete_a_data_stream.htm&type=5&language=en_US). # Delete Solutions When you delete a solution, all related history and attachments are also deleted. ### Required Editions
View supported editions.
User Permissions Needed
To delete unpublished solutions: Delete on solutions
To delete published solutions: Manage Published Solutions
To delete a solution, click **Del** next to the solution on the solutions list page, or click **Delete** on the solutions detail page. The **Del** link is displayed only for solution managers, administrators, and users with the “Manage Published Solutions” or “Delete” permission on solutions. When you delete a solution, all related history and attachments are also deleted. The solution is moved to the Recycle Bin. Associated cases are not deleted with the solution, but the case associations are removed and are not restored if you later undelete the solution. For organizations with multilingual solutions enabled: - Deleting a master solution does not delete the translated solutions associated with it. Instead, each translated solution becomes a master solution. - Deleting a translated solution removes the association with its master solution. - Undeleting a master or translated solution from the Recycle Bin does not restore its associations with other master or translated solutions. You can manually restore the associations by modifying the Master Solution lookup field on the edit page of translated solutions. - After deleting a translated solution, you can create a new translated solution in the same language. However, you will not be able to undelete the original translated solution from the Recycle Bin until you delete the second translated solution. #### See Also - [Track Solutions to Service Issues](https://help.salesforce.com/s/articleView?id=service.sol_def.htm&release=264.0.0&type=5 "A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal.") # Delete Voice Call Customer Data Delete customers’ personal identifiable information (PII) from your Salesforce Voice (formerly Service Cloud Voice) contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To delete voice call data: Allow Users with Modify All Data to delete voice calls
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To maintain security and compliance, follow the data management instructions in this article to delete voice conversation data. Salesforce doesn’t proactively delete data on your behalf, and Salesforce Support can’t update or delete voice conversation data. As a Salesforce customer, managing and deleting customer data is your responsibility. 1. Open the customer’s Voice Call record page. 2. Find the Voice Call record ID. The record ID is the Voice Call record URL’s alphanumeric series between VoiceCall/ and /view. 3. Run a SOQL query to get the target Voice Call record's VoiceCallRecording record ID. Enter `SELECT CallRecordingId FROM VoiceCall WHERE Id=''` 4. From the Voice Call record, open the dropdown, and click **Delete**. 5. Use your preferred method, such as the Developer Console, to delete the VoiceCallRecording record with the CallRecording ID identified by the SOQL query. 6. To delete customer metadata and call recordings from the partner telephony vendor's system, contact Amazon Connect or your partner telephony provider. Your telephony provider uses the VendorCallKey to identify the customer’s unique calls and metadata. 7. To make sure that all data associated with a Voice Call is deleted, including transcripts stored by Salesforce, use the [Delete Conversation Participant Data API](https://developer.salesforce.com/docs/service/conversation-data-api/references/conversation-data-api-reference?meta=deleteConversationParticipantData) from Conversation Data API. This API deletes all Voice Calls associated with a participant. For participantEntityId, use the value of the EndUserId field on the VoiceCall object, which links to the Messaging End User. # Delete Work Plans and Steps If you modify a work plan, you can delete the previous plan and its steps on an existing work order or work order line item. ### Required Editions
Available in: Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
User Permissions Needed
To delete work plans: Delete and Read on work plans
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This action deletes all work plans on the work order or work order line item. 1. On the work order or work order line item, select **Delete Work Plans** from the action menu. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the work order includes a work order line item that has its own plans, we don’t delete the plans from the child work order line item. ![Delete Work Plans Action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_delete_work_plans.png) 2. To add the latest versions of your plans and steps, select **Generate Work Plans** from the action menu. # Deliver Field Service Learn about Salesforce Field Service and Click Field Service Edge. [Salesforce Field Service](https://help.salesforce.com/s/articleView?id=service.fs_overview.htm&type=5&language=en_US) Field Service (formerly known as Field Service Lightning) gives you a powerful, highly customizable, mobile-friendly field service hub in Salesforce. [Click Field Service Edge](https://help.salesforce.com/s/articleView?id=service.fse_parent.htm&type=5&language=en_US) Field Service Edge is a SaaS solution for field service management for the most demanding mobile field service management challenges. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To keep things clear in the age of AI agents, we’re now referring to the humans who provide customer service with Salesforce as “service reps” rather than “agents”. We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself. # Deliver Knowledge Articles with Article Answers Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time. ### Required Editions
View supported editions.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See [Article Answers for Einstein Bots Retirement](https://help.salesforce.com/s/articleView?id=005134861&type=1&language=en_US). To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). - Article Answers works best with knowledge bases that include more than 10 articles. - Article Answers supports English (US), French, German, Italian, Portuguese, and Spanish. Article Answers returns articles based on the preferred language the user selects for the bot. If the user doesn’t select a preferred language, Article Answers uses the bot’s primary language set on the Bot Overview page. Article Answers is configured on three levels: the Einstein Bots Setup page, the Bot Overview page, and the Article Answers dialog. 1. On the Einstein Bots Setup page, and click the **Smart Features** tab. Then, under Article Answers, click **Get Started**. 2. Select the fields and data categories that the bot uses to deliver answers. Article Answers requires the following fields.
Question

Used as an index to compare to the customer’s question

We recommend adding multiple questions to a knowledge article. Start each question on a new line of the Question field.

Adding multiple questions to capture even minor variations can improve the accuracy of answers returned. For example, in our testing, an article with both "How do I make Cold Brew Coffee?" and "What's the recipe for a cold brew?" in the Question field performed better than the same article with either question alone.
Answer

Delivered back to the customer as the answer

For best performance inside the conversation, we recommend shorter, conversational answers in the Answer field.
Title Displayed as a menu button when there are multiple relevant articles
To populate these fields, add Question, Answer, and Title fields to your Knowledge page layout or map existing fields. ![Select the fields to use with Article Answers.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_article_configure.png) Only published articles with valid values in all these selected fields are indexed and searched. 3. Click **Build**. The bot indexes the knowledge base for approved articles and creates a build of the approved articles. 4. To view the status of the build, check the Einstein Bots Setup page in about 30 minutes. When complete, the feature shows an Active status. A build generally takes from 15 to 30 minutes and depends on the size of your knowledge base. Article Answers only indexes and searches published knowledge articles with values for the Question, Answer, and Title fields. The build automatically refreshes every 24 hours to index new articles or changes to existing articles. You can manually refresh the build using the Refresh button on the Setup page. 5. Optionally, you can create and assign Knowledge Data Category Segments to your bots and show a subset of articles to specific audiences. To assign categories to the segment, define a Segment Name and select multiple data categories. To include uncategorized articles in the segment, select **Include Uncategorized Articles**, and then save your changes. ![Add knowledge data category segments for specific audiences.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_article_segment.png) 6. From the Einstein Bots Setup page, select the bot you want to configure, and then use the menu dropdown to access the Overview page. 7. Select **Store Einstein Bots conversation data** and select a Custom Chatbot User that has view access to knowledge articles. 8. On the Article Answers tile, edit the tile and then select **Use Article Answers with this bot**. ![Configure Article Answers on the Bot Overview page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_article_bot_enable.png) 1. Optionally, select a Knowledge Data Category Segment or additional fields, such as a URL field, to deliver along with the Answer field. To include an additional field in bot messages, use merge syntax. 2. Optionally, specify the maximum number of articles to return. The default is three. 9. In the Menu dropdown, select **Dialogs** and then click the **Article Answers** dialog. The Article Answers dialog is pre-configured to work with your bot and can be customized to your company’s needs. 1. After the bot delivers the answer to the customer, the bot asks the customer if the answer was helpful. The Knowledge Feedback action step after the question dialog step comes pre-defined with variables to collect this feedback. ![The action step is pre-configured to collect feedback.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_article_action_feedback.png) 10. Activate the bot. To evaluate Article Answers performance in your org, view the Article Chosen Last 30 Days, Article Chosen Today, Article Positive Feedback Last 30 Days, and Article Positive Feedback Today [standard bot reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders."). - **[Article Answers Troubleshooting Tips](https://help.salesforce.com/s/articleView?id=service.bots_service_article_answers_troubleshooting.htm&release=264.0.0&type=5)** Review these troubleshooting tips so that you can deliver knowledge to your customers intelligently. # Demote Major Incidents for IT Services Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To demote major incidents: Major Incident Manager
1. Open major incident record you want to demote. 2. On the incident record page, click **Demote Major Incident**. 3. In the **Major Incident Status Comments**, enter the reason for demotion. 4. Save your changes. The system updates the incident so it's no longer treated as a major incident. The banner is updated to notify stakeholders that the incident is demoted. # Deploy Case Milestone Data If Entitlement Management is enabled for your org, deploy the Case Milestone objects from the Service file-based data bundle. These objects provide the data required by the SLA Performance dashboard. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Make sure that you have version 4.3 or later of the C360 (Customer 360) semantic model. 1. From the App Launcher, open **Data Cloud**. 2. Go to the **Data Streams** tab and click **New**. 3. Select the **Salesforce CRM** connector and click **Next**. 4. Select the connected Salesforce org. 5. Select **View Bundles**. 6. Locate the bundles named Service. 7. Select the file-based Service bundle. Don’t select the other Service bundle, which currently contains 23 objects. 8. In **Bundle Details**, verify that the selected bundle includes these objects. - CaseMilestone - MilestoneType 9. Select **CaseMilestone** and **MilestoneType**, and click **Next**. 10. Select the same data space that Service Insights uses. 11. Review the objects and mappings, and click **Deploy**. 12. Wait until both data streams show an Active status. 13. Verify that these data model objects (DMOs) contain data. - CaseMilestone\_\_dlm - CaseMilestoneType\_\_dlm 14. Return to the Service Insights setup page and refresh the page. # Deploy Employee Enablement Programs from a Sandbox to Production After you create and test employee enablement programs in a sandbox, migrate the data to production with Metadata API in change sets or Salesforce CLI. ### Required Editions
View supported editions.
See [Deploy Enablement Programs from a Sandbox to Production](https://developer.salesforce.com/docs/sales/enablement/guide/enablement-deploy.html) in the Sales Programs and Partner Tracks with Enablement Developer Guide. # Deploy the Agentforce IT Service Solution Quickly configure your org with essential IT services. The Agentforce IT Service Solution automates the deployment of core IT processes, SLA policies, assignment rule templates, notifications, and AI agents from a single guided experience. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
Salesforce Go: View setup and configuration
1. Select **Salesforce Go** from the gear menu or the main Setup menu. 2. Locate the **IT Service Solution** card and click **View Details**. 3. Choose your installation path. - To provision IT services in a few clicks with all standard capabilities and pre-loaded sample data, under **Standard Installation**, click **Start**. - To select only the specific capabilities your company requires and deploy them through a guided, step-by-step interface, under **Custom Installation**, click **Start**. You can also include sample data with every capability you install. 4. If any step reports an error, open the **Solution Deployment Monitoring** page to review detailed error logs and troubleshoot installation issues. 5. After installation completes, go to the **Manage User Access** section to assign the preconfigured Permission Set Groups (PSGs), such as Change Request Fulfiller or Change Request Manager. 6. Use the **Set Up Enhanced Chat** section to automate Omni-Channel configuration, create routing queues, and deploy the IT Service Employee Agent template along with its underlying flows. # Deploy the Einstein Conversation Mining Insights Data Stream If you have Einstein Conversation Mining enabled, you must deploy the Einstein Conversation Mining Insights data stream. This data stream is deployed using an ingestion API connector to include conversation insights data. ### Required Editions
View supported editions.
1. In Data Cloud, go to the Data Streams tab and click **New**. 2. Under Other Sources, select Install Data Kits & Packages and click **Next**. 3. Select the **ServiceDK** data kit, check the entry for Einstein Conversation Mining Insights, then click **Next**. 4. Click **New Connector**. 5. Enter ECM\_SI for the **Connector Name** and click **Save**. If you don’t enter ECM\_SI for the name, the deploy fails. 6. Click **Next** for the next two screens, then click **Deploy**. When complete, the ECM\_SI-ConversationReasonExcerpt data stream is visible. # Deploy the IT Compliance Data Kit Deploy the IT Compliance data kit to ingest your risk, policy, audit, and evidence data into Data Cloud. After you assign a data space and deploy the IT Compliance Bundle, your compliance data is mapped to data model objects that power the Compliance Analytics dashboards. ### Required Editions
Available in: Lightning Experience
Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360
User Permissions Needed
To deploy the IT Compliance data kit:

Salesforce org: System Administrator

AND

Data 360 org: Data Cloud Admin
When you turn on Intelligence for IT Compliance, the IT Compliance data kit (`sfm_IT_Compliance_FBDK`) is installed in your org. TThe data kit contains the IT Compliance Bundle (`sfm_IT_Compliance_Bundle`), which uses the Salesforce CRM connector. Assign a data space and deploy the bundle to ingest your compliance data into Data Cloud. 1. Assign the data space that the IT Compliance data kit deploys into. 1. From Setup, in the Quick Find box, enter Salesforce Go, select **Salesforce Go**, and then open **Intelligence for IT Compliance**. If you don't see this option, refresh your page, or log out and log back in with your admin user credentials. 2. Confirm that **Turn on Intelligence for IT Compliance** is on. 3. In the **Set Up the Basics** section, under **Connect Your Data Sources to Data Cloud**, next to **Assign Data Space**, click **Configure**. 4. Select the data space that contains the IT Compliance data for the intelligence dashboards, and then save your changes. 2. Open the IT Compliance data kit. 1. In the **Set Up the Basics** section, next to **Deploy Data Kit**, click **Go to Setup**. Alternatively, from Setup, in the Quick Find box, enter Data Kits, select **Data Kits**, and then select **IT Compliance**. 2. On the **Data Kit Contents** tab, confirm that the **IT Compliance Bundle** and its bundle items appear. 3. Deploy the IT Compliance Bundle. 1. Click **Data Kit Deploy**. 2. In the **Deploy** dialog, select your **Data Space**. 3. Select **sfm\_IT\_Compliance\_Bundle**, and then in **Org ID**, enter the ID of the org that contains your compliance data. 4. Click **Deploy**. The deployment ingests the compliance data streams and maps them to the data model objects in your data space. You can track progress on the **Deployment History** tab. After the data kit is deployed, return to **Intelligence for IT Compliance** in Salesforce Go to assign permission sets in **Manage User Access** and to install the Compliance Analytics dashboards and semantic model. # Deploy the Knowledge Article Views Data Stream If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. This data stream is deployed using an ingestion API connector to include articles view data. ### Required Editions
View supported editions.
1. In Data Cloud, go to the Data Streams tab and click **New**. 2. Under Other Sources, select Install Data Kits & Packages and click **Next**. 3. Select the **ServiceDK** data kit, check the entry for Knowledge Article Views, then click **Next**. 4. Click **New Connector**. 5. Enter KA\_Engagement for the **Connector Name** and click **Save**. If you don’t enter KA\_Engagement for the name, the deploy fails 6. Click **Next** for the next two screens, then click **Deploy**. When complete, the KA\_Engagement-KnowledgeArticleView data stream is visible. If you have the Knowledge and Einstein Conversation Mining features enabled, you must deploy additional data bundles. Follow [these steps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup_data_in_dc_task.htm&release=264.0.0&type=5 "Next, deploy the Service data bundles as data streams in Data 360.") for the ConversationMining and the Knowledge bundles to deploy their data streams. After completing this deployment, you’ve finished all the steps related to installing the data kit and setting up the Service Data. Return to [Install the Service Data Kit for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_data_kit.htm&release=264.0.0&type=5 "The Service data kit includes the Service data bundle and additional data bundles for Knowledge and Einstein Conversation Mining based on the configuration of your Agentforce Service (formerly Service Cloud). These bundles provide the necessary data streams, data model objects, and data mappings for Service Intelligence.") to continue the setup process. # Deploy the Knowledge Article Views Data Stream for Service Insights If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. After this data stream is deployed using an ingestion API connector, Data 360 captures Knowledge Article Engagement data. ### Required Editions
View supported editions.
1. In Data Cloud, go to the Data Streams tab and click **New**. 2. Under Other Sources, select Install Data Kits & Packages and click **Next**. 3. Select the **ServiceDK** data kit, check the entry for Knowledge Article Views, then click **Next**. 4. Click **New Connector**. 5. Enter KA\_Engagement for the **Connector Name** and click **Save**. If you don't enter KA\_Engagement for the name, the deployment fails. 6. Click **Next** fon the next two screens, then click **Deploy**. When complete, the KA\_Engagement-KnowledgeArticleView data stream is visible. If you have the Knowledge features enabled, you must deploy additional data bundles. Follow [these steps](https://help.salesforce.com/s/articleView?id=service.service_insights_setup_data_in_dc_task.htm&release=264.0.0&type=5 "Next, deploy the Service data bundles as data streams in Data 360.") for the Knowledge bundle to deploy its data streams. After completing this deployment, you've finished all the steps related to installing the data kit and setting up the Service Data. Return to [Install the Service Data Kit for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_install_data_kit.htm&release=264.0.0&type=5 "The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights.") to continue the setup process. # Design and Assign Softphone Layouts A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).
User Permissions Needed
To view, create, edit, or delete a softphone layout: Manage Call Centers
To assign a softphone layout to a user profile: Manage Call Centers
## Design a Custom Softphone Layout In a softphone layout, you can control the call-related fields that are displayed and the Salesforce objects that are searched for an incoming call. ### Required Editions
View supported editions.
1. From Setup, enter Softphone Layouts in the Quick Find box, then select **Softphone Layouts**. 2. Click **New** to create a softphone layout definition, or click **Edit** next to the name of an existing layout definition to view or modify it. 3. In the Name field, enter a label that uniquely identifies your softphone layout definition. 4. In the Select Call Type picklist, choose the type of call for which the currently displayed softphone layout must be used. Every softphone layout definition allows you to specify different layouts for inbound, outbound, and internal calls. These three layouts are grouped in a single softphone layout definition. 5. In the Display these call-related fields section, click **Edit** to add, remove, or change the order of fields in the currently displayed softphone layout: - To add a field to the softphone layout, select it in the Available list and click **Add**. - To remove a field from the softphone layout, select it in the Selections list and click **Remove**. - To change the order of a field in the softphone layout, select it in the Selections list and click **Up** or **Down**. Any changes that you make are automatically updated in the softphone layout preview image on the right side of the page. To hide the Available and Selections lists, click **Collapse**. Phone-related fields only appear in a user's softphone if a valid value for that field is available. For example, if you add a Caller ID field to the layout of an outbound call, Caller ID doesn’t appear. 6. In the Display these Salesforce Objects section, click **Add/Remove Objects** to add, remove, or change the order of links to call-related objects. 7. Below the list of selected objects, click **Edit** next to each If single found, display row to specify the fields that must be displayed in the softphone layout if a single record for that object is the only record found. You can add, remove, or change the order of fields. 8. In the Screen Pop Settings section (for inbound call types), click **Edit** next to each type of record-matching row to specify which screens display when the details of an inbound call match or don't match existing records in Salesforce. The following table describes each record-matching row and its screen pop options:
Record-Matching Row Description Screen Pop Options
Screen pops open within Use to set where screen pops display.
Existing browser window
Select to display in open browser windows.
New browser window or tab
Select to display in new browser windows or tabs.

Users' browsers handle these settings differently:

  • Internet Explorer 6.0 always displays screen pops in new windows.
  • Internet Explorer 7.0 displays screen pops based on what users select in its tabs settings.
  • Firefox 3.5 displays screen pops based on what users select in its tabs settings.
No matching records Use to set the screen pop options for when the details of an inbound call don't match any existing Salesforce records.
Don't pop any screen
Select if you don't want any screen to display.
Pop to new
Select to display a new record page you specify from the dropdown list.
Pop to Visualforce page
Select to display a specific Visualforce page.
The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
Pop to flow
Select to display a specific flow. You can use active screen flows only.
Single-matching record Use to set the screen pop options for when the details of an inbound call match one existing Salesforce record.
Don't pop any screen
Select if you don't want any screen to display.
Pop detail page
Select to display the matching record's detail page.
Pop to Visualforce page
Select to display a specific Visualforce page.
The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
Pop to flow
Select to display a specific flow. You can use active screen flows only.
Multiple-matching records Use to set the screen pop options for when the details of an inbound call match more than one existing Salesforce record.
Don't pop any screen
Select if you don't want any screen to display.
Pop to search page
Select to display a search page.
Pop to Visualforce page
Select to display a specific Visualforce page.
The CTI adapter passes data from the call to the Visualforce page via a URL, including at least ANI (the caller ID) and DNIS (the number that the caller dialed). The URL can pass more data to the Visualforce page if necessary.
Pop to flow
Select to display a specific flow. You can use active screen flows only.
To hide expanded record-matching rows, click **Collapse**. 9. Configure softphone layouts for any remaining call types in the Select Call Type picklist. 10. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. ## Assign a Softphone Layout to a User Profile When you have defined one or more custom softphone layouts, assign them to user profiles. ### Required Editions
View supported editions.
1. From Setup, enter Softphone Layouts in the Quick Find box, then select **Softphone Layouts**. 2. Click **Layout Assignment**. 3. For each user profile that appears in the page, select the softphone layout that the profile must use. Profiles are only listed in this page if they include users that are currently assigned to a call center, or if they have already been assigned a custom softphone layout. 4. Click **Save**. Call center users see their newly assigned softphone layout the next time they log into Salesforce. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Design and Assign Softphone Layouts](https://help.salesforce.com/s/articleView?id=service.cti_admin_phonelayouts.htm&release=264.0.0&type=5 "A softphone is a customizable call-control tool that appears to users assigned to a call center. Similar to page layouts, you can design custom softphone layouts and assign them to Call Center users based on their user profile.") # Design Your Quick Text Strategy Before you get started using quick text, run through these planning questions. They help you and your team use quick text effectively to save time. ### Required Editions
View supported editions.
## Who should be able to use quick text in their communications with customers, and in which channels? Usually, this is all or most users. Each quick text message can be associated with one or more communication channels, like Chat or Email. If a quick text message isn’t associated with a particular channel, you can’t use it in that channel. Quick text can be used in these channels. - Email - Event - Internal: For internal fields (Salesforce Classic only) - Knowledge - Chat - Messaging - Phone: For the Log a Call action - Portal: For Experience Cloud sites or customer portals (Salesforce Classic only) - Social: For social posts - Task ## Who should be able to create quick text messages for themselves? Optionally, select one or more users, such as service reps, who can create and maintain their own quick text messages to use in their communications with customers. Keep in mind that letting many users create quick text messages decreases the standardization of your company messaging. ## Who should be able to create quick text messages for multiple users? Optionally, select one or more users, such as supervisors, who can create and share quick text messages with other users. ## Do you want to create unique sets of quick text messages for different business units? If your company has multiple business units with their own processes, customers, and terminology, it’s a good idea to create separate sets of quick text for each unit. In Lightning Experience, you can divide these sets of quick text messages into folders and give each group of users access to the appropriate folder. In Salesforce Classic, you can customize access using sharing rules or share individual quick text messages with users. ## In which scenarios does your team need quick text messages? Make a list of the top scenarios that need standardized messaging. For example, perhaps you want to standardize: - Customer service chat greetings - Responses to frequently asked questions - Introductions to new products or promotions Then, work with your team to finalize the quick text for each scenario. Support reps and sales reps may maintain their own lists of common responses that you can refer to. Keep in mind that different channels may require different language for a given scenario—for example, a standard Chat greeting might be more casual than an Email greeting. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Einstein Reply Recommendations can complete this step for you by generating a list of your team’s common responses based on past chats. You can then fine-tune and publish those replies to quick text. After you answer these planning questions, you’re ready to roll out quick text to your team. #### See Also - [Einstein Reply Recommendations](https://help.salesforce.com/articleView?id=service.reply_rec_intro.htm&type=5&language=en_US) - [Quick Text Considerations](https://help.salesforce.com/s/articleView?id=service.quick_text_considerations.htm&release=264.0.0&type=5 "Learn how quick text functionality can impact you and your users.") # Designate Community Experts Designate your star users as experts in their Ideas community. ### Required Editions
View supported editions
An expert is a member of the Ideas community who speaks credibly and authoritatively on behalf of your organization. When experts post comments or ideas, a unique icon displays next to their name (![Expert badge](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/expert_badge.png)). The Salesforce administrator can designate as many experts as necessary. If you want to have experts in your Ideas community, set up [Zones](https://help.salesforce.com/s/articleView?id=service.ideas_communities.htm&release=264.0.0&type=5 "Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations.") and create a public group that includes the expert users. Then, during the setup process you can designate this public group as your experts. Before you select a public group to be experts, note the following: - An expert can be an employee of your organization who is responsible for providing official responses to the Ideas community. An expert can also be someone outside your organization who is active within the Ideas community and knowledgeable about the subject matter. - The only difference between an expert and other Ideas community members is the unique icon that displays next to the expert's name. Experts don’t have any extra permissions beyond what’s specified in their user profile and permission sets. - Experts must be part of a public group and that public group must be specified in the Experts Group dropdown list. If the experts within each Ideas community are different, consider creating a public group for each community. - If an Ideas community is displayed in a Customer Portal or partner portal, you can use a cascading style sheet (CSS) to change the icon associated with the expert. When creating a portal, specify your CSS in the Header of your portal and use the `expertUserBadge` class to reference the new background image for the expert. Make the icon no larger than 16 by 16 pixels. #### See Also - [Create and Edit Zones](https://help.salesforce.com/s/articleView?id=service.ideas_new_comm.htm&release=264.0.0&type=5 "Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization.") # Designing Employee Enablement Programs You can design and assemble your own employee enablement program from start to finish. Add your exercise content and organize your program in Program Builder. Review considerations and guidelines along the way. ### Required Editions
View supported editions.
- **[Guidelines for Assembling Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_overview.htm&release=264.0.0&type=5)** With your content ready to go, bring all the ingredients together in Program Builder. Organize your programs appropriately to help employees have efficient and enjoyable experiences that help them manage their employee life events, such as onboarding and promotions. Write helpful and instructive titles and descriptions for employees who take your programs. - **[Exercise Types in Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_programs_exercise_types_reference.htm&release=264.0.0&type=5)** The Program Builder palette includes several types of exercises that determine the content you provide and how employees experience the content when they take the program. - **[Managing Digital Experiences Content for Exercises in Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_content.htm&release=264.0.0&type=5)** To manage the content that you want to use for exercises in employee enablement programs, use the Enablement workspace in the Digital Experiences app. - **[Custom Exercise Types in Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_custom_items_overview.htm&release=264.0.0&type=5)** To bring content from your own repository or a third-party repository into your employee enablement program, configure custom exercise types. # Determining Your Setup Pathway Your Service Catalog site setup steps are specific to your affiliation with Experience Cloud. Use the provided guidance to determine your setup steps. ### Required Editions
View supported editions.
Whether you create an Experience Cloud site or have a site that is already configured, you have access to the Service Catalog pages and components with the Service Catalog Access permission set license and the Service Catalog User permission set. Setup steps are applicable for both cases. The latter case takes streamlined setup steps while the former must take all steps provided in this documentation. You can also integrate Service Catalog with sites alternative to Experience Cloud, such as Salesforce and externally built sites. See [Alternative Sites Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_site_alt_setup.htm&release=264.0.0&type=5 "Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites."). Here’s an overview of your setup steps based on your site framework. Use the provided table for direct navigation to your specific setup steps. ![Service Catalog site setup diagram](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_setup_diagram_alt.png)
Experience Site Status Site Setup Steps
The Service Catalog Access permission set license is added to an Experience Site that has community users.
  1. Create a Service Catalog list view.
  2. Review Service Catalog site licensing.
  3. Update your community profiles to provide Service Catalog object and feature access.
  4. Set Up Service Catalog Guest Users
  5. Build your Service Catalog site.
  6. Launch your Service Catalog site.
The Service Catalog Access permission set license is added to a newly generated Experience Cloud site.

A. Set the Service Catalog site Setup configurations.

B. Review permissions and setup community users.

C. Set Up Service Catalog Guest Users

D. Build your Service Catalog site.

E. Launch your Service Catalog site.
The Service Catalog Access permission set license is added to a Salesforce or External Site. Alternative Sites Setup Pathway
#### See Also - [_Salesforce Help_: Preparing to Build Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_prep.htm&release=264.0.0&type=5 "Before you start building your Service Catalog site, head to Salesforce Setup to prep your org to become a customer or partner-facing site.") # DevOps Process Job Understand dependencies across web, application, database, virtualization, cluster, and load-balancer layers. The DevOps process job creates relationships from configuration data collected during discovery. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
## How DevOps Dependencies Are Mapped The DevOps process job connects middleware, databases, virtualization platforms, clusters, and load balancers. It can also create Oracle Cluster, Windows Cluster, and Windows Cluster Node configuration items (CIs) from cluster information collected during discovery. ## When to Run the Job Run the job after discovery has collected the underlying servers, software, and services. Rerun it regularly to keep middleware and database dependency views current. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## IIS Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | IIS Website to IIS Web Application | Deployed On | An application is deployed under an IIS website. | The host IP addresses match, and the application name starts with the website name. | | IIS Website to Windows Server | Load Balances | A Windows Server load-balancing configuration includes the website. | A load-balancer node IP address in the Windows Server configuration matches the website IP address. | | IIS Host Connection to Destination CI | Configured per Port | A network connection from an IIS host uses the relationship configured for the remote port. | The connection remote port matches a port relationship rule. The listening side determines the relationship direction. | ## Web and Application Server Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Website to IPv4 Address | Hosted On | A website resolves to an IP address. | The website address matches the IPv4 Address CI. | | Apache, Tomcat, or JBoss to Application | Hosted On | A web or application server hosts an application. | The server and application share the same IP address and name. | | Tomcat Server to Tomcat Web Application | Hosted On | A Tomcat server hosts a Tomcat web application. | Apache and Tomcat worker configuration identifies the application and the server that hosts it. | | Apache to Tomcat | Load Balancer For | Apache is configured as a load balancer for Tomcat. | The Apache and Tomcat worker configuration identifies a worker as a load balancer. | ## Database Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | MySQL Instance to Apache or Tomcat | Reads Data From | A web or application server connects to a MySQL instance. | Discovered network connections match the server to the MySQL instance IP address. | | Application to MySQL or Database | Read Data From or Write Data Into | An application reads from or writes to a database. | The application database configuration identifies the database host and access type. | | Microsoft SQL Instance to Windows Server | Runs | A SQL instance runs on a Windows server. | The SQL instance IP address matches the Windows server. | | Microsoft SQL Instance to Microsoft SQL Server Software | Instantiates | A running SQL instance uses Microsoft SQL Server software. | The instance ports match the software listening ports. | | Oracle Database to Oracle Cluster | Cluster Of | An Oracle database is a node in an Oracle Real Application Clusters environment. | Discovered cluster information identifies each node host name and its Oracle database. | | Oracle Cluster to Master Node | Hosts | An Oracle cluster hosts its master node. | Discovered cluster information identifies the master node and virtual IP address. | ## Virtualization, Cluster, and Load-Balancer Relationships | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Windows Cluster Node to Windows Cluster | Cluster Of | A node belongs to a Windows cluster. | Discovered cluster information identifies the cluster by IP address and its nodes by name. | | Windows Server to Windows Cluster Node | Hosted On | A Windows server hosts a cluster node. | The node IP address matches the Windows server. | | Windows Host or Server to Hyper-V | Virtualizes | A Windows host or server provides Hyper-V virtualization. | The host IP address matches the Hyper-V record. | | Cisco UCS to Cisco UCS Chassis | Contains | A Cisco Unified Computing System contains a chassis. | The discovered Cisco UCS components identify their parent-child structure. | | Cisco UCS Chassis to Cisco Blade Server | Contains | A Cisco UCS chassis contains a blade server. | The discovered Cisco UCS components identify their parent-child structure. | The job also matches NetScaler and F5 nodes to discovered hosts by IP address and records the host asset ID on each matching node. # Diagnose the Problem Find an incident’s root cause. ### Required Editions
View supported editions.
- **[Create a Problem](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_problem.htm&release=264.0.0&type=5)** To investigate the root cause of an incident and collaborate with experts, create a problem. - **[Identify Problem-Related Issues](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_identify_problems.htm&release=264.0.0&type=5)** As you work to diagnose the problem and resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. # Differences Between Auto-Response Rules and Workflow Email Alerts Auto-response rules and workflow email alerts provide similar functionality. This table lists some of the differences between workflow alerts and auto-response rules, so you can decide which process to use. ### Required Editions
View supported editions.
Type of Process Designed For Runs When Sends Email To Number of Emails Sent
Workflow email alerts Notifications to interested parties. A case or lead is created or edited. Anyone you choose.

Sends one email per email alert. Each workflow rule can have up to:

  • 10 email alerts as immediate actions
  • 10 email alerts per time trigger as time-dependent actions
  • 10 time triggers
Auto-response rules Initial response to the contact who created a case or the person who submitted the lead on the web. A case or lead is created. Contact on a case or the person who submitted the lead on the web. Sends an email based on the first rule entry criteria that the rule matches in a sequence of rule entries.
#### See Also - [Set Up Auto-Response Rules](https://help.salesforce.com/s/articleView?id=service.creating_auto-response_rules.htm&release=264.0.0&type=5 "Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.") # Digital Experiences Setup Before creating your Alumni Portal site, you must enable Digital Experiences. ### Required Editions
View supported editions.
See [Enable Digital Experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&language=en_US). # Digital Experiences Setup Before creating your Employee Portal site, you must enable Digital Experiences. ### Required Editions
View supported editions.
See [Enable Digital Experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&language=en_US). # Disable Omni-Channel Unified Routing Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
User Permissions Needed
To view the Amazon Contact Centers page: Customize Application AND Manage Call Centers
To create and manage a contact center: Salesforce Voice Contact Center Admin
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Skill-based routing for voice calls is available only with Omni-Channel Unified Routing. ## Disable Unified Routing in Salesforce Start the process of rolling back Unified Routing configuration in Salesforce. 1. To edit the routing configuration you used for Omni-Channel Unified Routing, from Setup, in the Quick Find box, enter `Routing Configurations` and select **Routing Configurations**. Set the Routing Model to **External Routing**. 2. Return to the Quick Find box in Setup and enter `Amazon Contact Centers`. Select your contact center. 3. Assign queues to routing profiles and routing profiles to users, as needed. This can be done by updating [contact center groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales.") in Salesforce and assigning to contact center users or by taking associated steps in Amazon Connect. 4. In the Contact Center Details section, click **Disable Unified Routing**. ## Disable Unified Routing in Amazon Connect Finish rolling back Unified Routing configuration in Amazon Connect. 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. In the navigation window, select **Users** and then select **User management**. Edit all users to disable **Auto-acccept calls**. To update multiple users at the same time, download, modify and upload users in a bulk process. 3. In the navigation window, select **Routing** and then select **Flows**. Revert any changes to flows that you made to use Omni-Channel Unified Routing. Check that all your main flows and subflows don’t have a routing criteria block. Update the Set working queue blocks by agent or queue as needed. 4. To support call transfers, update and add quick connects. In the navigation window, select **Routing** and then select **Quick connects**. 1. To support transfers to Omni-Channel flows, edit the Quick Connect for Omni-Channel Flow Transfers quick connect to change the **Flow** to Sample SCV Transfer Flow For Omni-Channel Transfers. 2. To transfer to users or queues, create quick connects. 3. Add your quick connects to corresponding queues under the Quick connect section. 5. In the navigation window, select **Channels** and then select **Phone numbers**. Confirm that your phone numbers are associated with Amazon Connect flows that aren’t specific to Omni-Channel Unified Routing. 6. Leave the predefined attribute you created for Unified Routing. It doesn’t apply to other types of routing, so you don’t have to delete it. # Disaster Recovery for Amazon Connect Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region.  ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
Disaster Recovery isn’t included with Salesforce Voice by default. For Salesforce Voice with Partner Telephony from Amazon Connect, your Amazon Web Services account incurs an additional cost to use Disaster Recovery. If you implement Disaster Recovery in a sandbox, you incur an additional cost. For Salesforce Voice with Amazon Connect, work with your Salesforce account executive to get access to this feature. Disaster Recovery for Amazon Connect is powered by Amazon Connect Global Resiliency, which is available in US and EU regions only. - **[Set Up Disaster Recovery for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5)** To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance. - **[Run Disaster Recovery for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5)** During an Amazon Connect incident, run disaster recovery for Amazon Connect. ## Set Up Disaster Recovery for Amazon Connect To set up Disaster Recovery for Amazon Connect, first create a replica of your existing Amazon Connect instance in another AWS region. Then create your backup contact center in the replica Amazon Connect instance. ### Complete the Prerequisites for Disaster Recovery Complete these prerequisite tasks before you set up disaster recovery for Amazon Connect. 1. For Salesforce Voice with Amazon Connect, your eligibility to use disaster recovery is subject to approval by Salesforce and Amazon. To initiate the approval process, contact your Salesforce account executive. 2. After you’re approved to use disaster recovery for Salesforce Voice with Amazon Connect, open a ticket with Salesforce Customer Support to enable Amazon Connect’s Global Resiliency feature. Provide this information in the ticket. - AWS account number - Amazon Connect Instance ARN - Amazon Connect Region - AWS adds your Amazon Connect instance to their allowlist. 3. For Salesforce Voice with Partner Telephony from Amazon Connect, open a ticket with AWS Support to enable Amazon Connect’s Global Resiliency feature and add your replica Amazon Connect instance to the allowlist. Provide this information in the ticket. - AWS account number - Amazon Connect Instance ARN - Amazon Connect Region - AWS adds your Amazon Connect instance to their allowlist. 4. To keep the primary and backup contact centers in sync, update your contact center to the latest version. This recommendation applies for Salesforce Voice with Amazon Connect and for Salesforce Voice with Partner Telephony from Amazon Connect. You can’t configure Disaster Recovery until you update your contact center to the latest version. After you enable Disaster Recovery, your back-up contact center will update automatically every time you update your primary contact center. After you enable Disaster Recovery, each time you update your contact center, the backup is also updated. ### Configure Disaster Recovery for Your Salesforce Contact Center In Salesforce, configure Disaster Recovery for your contact center. Specify the replica Amazon Connect instance and region where you want to create your backup contact center. After it’s created, you can activate Disaster Recovery to use the backup contact center whenever your primary contact center becomes unavailable. To switch back to using your primary contact center after it becomes available, deactivate Disaster Recovery. When you configure Disaster Recovery, the default Traffic Distribution Group (default TDG) from Amazon is used to associate the phone numbers. The default TDG automatically associates all phone numbers between the primary and secondary instances of contact centers. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important To ensure Disaster Recovery works correctly, set up Disaster Recovery and your backup contact center through Salesforce. If you try to use an existing replica Amazon Connect instance created directly from Amazon Connect, Disaster Recovery might not work as expected. 1. In the Contact Center details page, click **Edit**. 2. In the Disaster Recovery section, add the replica Amazon Connect instance and region. In case a regional incident occurs, choose a region that’s different from the primary one. 3. Click **Save**. 4. Create these objects for your backup contact center.
Amazon Service Artifacts
Amazon Connect Users
Amazon Connect Amazon Connect flows
Amazon Connect Queues
Amazon Connect Prompts
Amazon Connect Hours of operation
Amazon Connect Quick connects
Amazon Connect Routing profiles
Amazon Connect Rep statuses
Amazon Connect Rep hierarchies
AWS CloudFormation

Custom Cloudformation resources required for contact center

This includes any Lambda functions, comprehend configurations, eventrules, dynamoDB configurations, LEX configurations, etc.
After configuring Disaster Recovery, the instance name and region show in the Disaster Recovery section of the Contact Center details page. ## Run Disaster Recovery for Amazon Connect During an Amazon Connect incident, run disaster recovery for Amazon Connect. ### Activate Disaster Recovery for Amazon Connect To use the backup contact center if your primary contact center becomes unavailable, activate Disaster Recovery. When activated, all calls are routed to your backup contact center. 1. In the Disaster Recovery section of the Contact Center details page, click **Activate Disaster Recovery**. 2. After Disaster Recovery is activated, all reps must log out and log back in to Salesforce to answer voice calls. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You won’t be able to activate Disaster Recovery until the Amazon Connect replication is completed. See [Configure Disaster Recovery for Your Salesforce Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5 "In Salesforce, configure Disaster Recovery for your contact center. Specify the replica Amazon Connect instance and region where you want to create your backup contact center. After it’s created, you can activate Disaster Recovery to use the backup contact center whenever your primary contact center becomes unavailable. To switch back to using your primary contact center after it becomes available, deactivate Disaster Recovery.") for more details on creating the replica Amazon Connect instance. ### Deactivate Disaster Recovery for Amazon Connect When the primary contact center is working again, deactivate Disaster Recovery to resume using your primary contact center. 1. In the Disaster Recovery section of the Contact Center details page, click **Deactivate Disaster Recovery**. 2. After Disaster Recovery is deactivated, all reps must log out and log back in to Salesforce to answer voice calls. # Disaster Recovery for Partner Telephony Disaster recovery mechanisms for Salesforce Voice with Partner Telephony depend on the outage scenario affecting system components such as Salesforce Core, Omni, Salesforce RealTime, and the telephony provider. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony
View supported editions.
## Salesforce Core and Omni Capabilities Hosted in a First-Party Data Center have an Outage In this scenario, the site switching disaster recovery mechanism is automatically activated with a Recovery Time Objective (RTO) of about 1 hour. This disaster recovery mechanism ensures business continuity in the case of an outage of the Salesforce Core and Omni capabilities hosted in a first-party data center. In this case, it’s assumed that the Salesforce RealTime and telephony provider microservices do not have an outage. During the RTO time, to maintain your business continuity, work directly with your telephony provider to handle customer calls. ## Salesforce Core and Omni capabilities Hosted in Hyperforce have an Outage In this scenario, Salesforce doesn’t support disaster recovery options because Hyperforce is designed for High Availability (HA) with no outage. During this outage scenario, you can work with your telephony provider for disaster recovery to ensure business continuity. In this case, it’s assumed that the Salesforce RealTime and telephony provider microservices do not have an outage. ## Salesforce RealTime Microservice has an Outage Salesforce RealTime microservice provides the telephony integration service layer between the telephony provider and the Salesforce core. Salesforce RealTime microservice is responsible for creating voice calls, executing Omni flows, handling real-time transcriptions, syncing contact records, and Voicemail. In the case of an outage of the Salesforce RealTime microservices, the reps can continue handling the voice calls on the Salesforce application because: - The service degraded voice calls allow reps to handle voice calls on the Salesforce Core even though the voice call creation has failed on the Salesforce RealTime microservice. See [Voice Resiliency for Service Cloud Voice](https://help.salesforce.com/s/articleView?id=000395549&type=1&language=en_US). - Omni fallback mode routes the voice calls to the reps even though Salesforce RealTime microservices are unavailable. See [Routing Work with Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US). During the Salesforce RealTime microservices outage, features such as Omni flows, contact records, real-time transcriptions, and voice mails aren’t available. You can use Service Cloud Voice (SCV) APIs for a backfill of all the data, such as voicemails, contact records, and transcriptions. See [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm). In this case, it’s assumed that the Salesforce Core, Omni routing, and telephony provider microservices don’t have an outage. ## Telephony provider system has an outage In this scenario, it’s assumed that the Salesforce Core, Omni routing, and Salesforce RealTime microservices don’t have an outage. When there’s an outage of the telephony provider system, your business continuity depends on the disaster recovery options provided by your telephony provider. You can choose either of these configurations from the options provided by your telephony provider. - Active/Standby: In this configuration, an active contact center instance is plugged in with the telephony instance in one geographic region and a Standby contact center instance is maintained in another region. - Active/Active: In this configuration, two active contact center instances are maintained in two different geographic regions. For both of these configurations, you must make sure that: - The alternate active or standby contact center has the same settings as the active contact center. - The service quotas of the telephony provider are properly configured for the alternate active or standby contact center and the associated services in the disaster recovery geographic region. - The user data such as call recordings are replicated between the active region and disaster recovery geographic region where an alternate active or standby contact center is set up. When you set up two telephony instances or two contact centers in Salesforce for these disaster recovery configurations, you must follow the disaster recovery principles. - Maintain the two contact centers instances in the same org. - Maintain the alternate active or standby contact center with all the latest configurations such as users, queues, IVR flows, Omni flows, skills for routing, and queue membership. - Set up the infrastructure and provision any service quota limits or configurations of the telephony provider instances required for the alternate active or standby contact centers. - Validate any changes to the Salesforce artifacts or telephony provider’s artifacts for the active contact centers and copy these artifacts to the standby or alternate active contact centers. - Salesforce artifacts that aren’t dependent on contact centers must not be duplicated for the alternate active or standby contact centers. Use these disaster recovery principles to prepare your environment for any telephony provider system outage. During an outage, follow your telephony provider’s guidelines to switch telephony traffic from the active contact center to the alternate active or standby contact center. After setting up alternate active or standby contact centers, make sure you manually or automatically sync the Salesforce and telephony provider configurations for the two contact center instances. When the disaster recovery setup is done, during an outage you can: - Remap the phone number to the alternate active or standby contact center instance by using the virtual numbers mapped to DID or a toll-free number provided by your telephony provider. - Reassign reps to the alternate active or standby contact center instance by using Salesforce APIs. Update the call center field of all the rep's user records as the alternate active or standby contact center instance. For any other outage scenario, you have limited disaster recovery options. - Salesforce core, Omni capabilities, and telephony provider systems have an outage at the same time. In this scenario, you can ensure business continuity, if: - Your telephony provider offers a disaster recovery option to switch to an alternate active or standby contact center instance. - Salesforce core and Omni are hosted in a first-party data center. - Salesforce Core and Salesforce real-time microservices have an outage at the same time. In this scenario, you can use only your telephony provider system’s disaster recovery options for business continuity. # Disaster Recovery for Salesforce Core During a planned maintenance or an unplanned outage, Salesforce Core hosted in a first-party data center supports disaster recovery. In this case, the Salesforce Core uses the site switching disaster recovery mechanism with a recovery time objective of about 1 hour. If Salesforce Core is hosted in Hyperforce, Salesforce Core doesn’t support disaster recovery, because Hyperforce is designed for high availability with no outage. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
During a Salesforce Core incident, Salesforce becomes unavailable and none of the Service Cloud Voice features work. For example, reps can’t use the Service Console, supervisors can’t use Command Center for Service, and Salesforce doesn't generate real-time transcripts for rep conversations. To keep your contact center running during an incident, reps and supervisors can still answer and receive calls using Amazon Connect CCP or a third-party telephony provider’s contact center interface. Although it’s a different experience for contact center users, the customer still has the same experience from their end.  During the incident, any data captured from customer voice calls isn’t stored and can’t be recovered in Salesforce. As a result, service rep reporting between Omni-Channel and the telephony provider can be inconsistent. - **[Set Up Disaster Recovery for Salesforce Core](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_salesforce_core.htm&release=264.0.0&type=5)** Set up disaster recovery for Salesforce Core to ensure that Salesforce remains up and running during an outage or maintenance. - **[Run Disaster Recovery for Salesforce Core](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_salesforce_core.htm&release=264.0.0&type=5)** During an incident, Salesforce Core can be unavailable. Ask all reps and supervisors to log directly in to Amazon Connect or your third-party telephony provider’s contact center interface using the third-party IDP app that you created. These users can then use Amazon Connect CCP or the third-party contact center interface to manage calls. ## Set Up Disaster Recovery for Salesforce Core Set up disaster recovery for Salesforce Core to ensure that Salesforce remains up and running during an outage or maintenance. The process for setting up disaster recovery for Salesforce Core varies based on your telephony provider. Work with your telephony provider to get the procedure to configure a third-party IDP that works with their system. This procedure applies to the Amazon Connect telephony provider only. 1. Set up a third-party IDP that enables reps, supervisors, and admins to log in to Salesforce one time and then be seamlessly logged in to Amazon Connect using the same credentials. By default, Salesforce acts as an identity provider (IDP). However, to implement the Disaster Recovery solution in case Salesforce goes down, configure a third-party IDP that supports the SAML protocol and the SAML assertions mentioned in the Setup section. To set up a third-party IDP that works with Amazon Connect, see Configure SAML with IAM for Amazon Connect. 2. Configure the third-party IDP application so that, upon single sign-on, these SAML assertions can be passed to Amazon Connect. - https://aws.amazon.com/SAML/Attributes/RoleSessionName – Amazon Connect UserName - https://aws.amazon.com/SAML/Attributes/Role – \[AWS IDP ARN\] & ',' & \[AWS Connect Federation Role\] 3. Verify that every Amazon Connect user’s identity matches their Salesforce user identity. For example, Salesforce uses this formula to set the Salesforce user identity.  $User.Alias & '@' & $User.Id & '@' & $Organization.Id 4. Create an app that logs reps and supervisors directly into the Amazon Connect with this URL format. \[Third-party Identity Provider Url\]&RelayState=https://\[Amazon Connect Region\].console.aws.amazon.com/connect/federate/\[Amazon connect instance Id\]?destination=/ccp-v2&new\_domain=true ## Run Disaster Recovery for Salesforce Core During an incident, Salesforce Core can be unavailable. Ask all reps and supervisors to log directly in to Amazon Connect or your third-party telephony provider’s contact center interface using the third-party IDP app that you created. These users can then use Amazon Connect CCP or the third-party contact center interface to manage calls. # Disaster Recovery for Salesforce Voice During a Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) outage or planned maintenance, use this disaster recovery plan to keep your business up and running. This plan provides a unique recovery strategy depending on the Salesforce Voice subsystem that becomes unavailable. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
The Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) architecture contains these subsystems.  - Salesforce Core. Salesforce Core is the internal Salesforce infrastructure that enables contact center reps, contact center supervisors, and Salesforce admins to use Service Cloud Voice. - Service Cloud Real Time. Service Cloud Real Time is a Salesforce microservice that enables telephony providers to integrate telephony traffic with Salesforce Agentforce Service (formerly Service Cloud). - Telephony provider system. The telephony provider system refers to the back-end telephony service that delivers voice and data infrastructure, and provides the telephony connection and IVR. This plan describes how to recover when one of the subsystems undergoes an incident. - **[Disaster Recovery for Salesforce Core](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_salesforce_core.htm&release=264.0.0&type=5)** During a planned maintenance or an unplanned outage, Salesforce Core hosted in a first-party data center supports disaster recovery. In this case, the Salesforce Core uses the site switching disaster recovery mechanism with a recovery time objective of about 1 hour. If Salesforce Core is hosted in Hyperforce, Salesforce Core doesn’t support disaster recovery, because Hyperforce is designed for high availability with no outage. - **[Disaster Recovery for Service Cloud Real Time](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_service_cloud_real_time.htm&release=264.0.0&type=5)** Service Cloud Real Time hosted in Hyperforce doesn’t provide disaster recovery options because hyperforce is designed for High Availability (HA) with no outage. - **[Disaster Recovery for Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_amazon_connect.htm&release=264.0.0&type=5)** Use Disaster Recovery to keep your contact center running when an Amazon Connect region has a planned maintenance or an unplanned outage. With Disaster Recovery, you can switch to a backup contact center, which runs on another Amazon Connect instance in a different region. - **[Disaster Recovery for Voice Manually Integrated with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_dr_flex_provisioning.htm&release=264.0.0&type=5)** To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file. - **[Disaster Recovery for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_partner_telephony.htm&release=264.0.0&type=5)** Disaster recovery mechanisms for Salesforce Voice with Partner Telephony depend on the outage scenario affecting system components such as Salesforce Core, Omni, Salesforce RealTime, and the telephony provider. - **[Disaster Recovery Limitations](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery_limitations.htm&release=264.0.0&type=5)** Salesforce Voice(formerly Service Cloud Voice) has some limitations when you set up, activate, or use Disaster Recovery. Consider these limitations before setting up disaster recovery. #### See Also - [Knowledge Article: Routing Work with Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US) # Disaster Recovery for Service Cloud Real Time Service Cloud Real Time hosted in Hyperforce doesn’t provide disaster recovery options because hyperforce is designed for High Availability (HA) with no outage. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
No separate disaster recovery setup is required for Service Cloud Real Time. But if Service Cloud Real Time is unavailable due to an incident, Salesforce Core creates the voice calls. During the incident, only create voice call functionality is available. Other functionalities will not be available, including real-time transcripts, Omni-Channel flow routing, voicemail routing, PSR removals, CTR Sync functionality. # Disaster Recovery for Voice Manually Integrated with Amazon Connect To use global sign-in with Active-Active connect configuration for disaster recovery, you must complete the required AWS setup, activate Amazon Connect Global Resiliency (ACGR), and add the attributes specific to disaster recovery in the contact center definition XML file. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file)
View supported editions.
## Set Up AWS for Disaster Recovery To use ACGR during an outage, you must set up an Amazon Connect replica instance for disaster recovery. 1. Create a replica instance: In your AWS account, create a replica instance of your Amazon Connect instance. This replica serves as a backup if the primary instance fails. 2. Configure a traffic distribution group: You can use the default traffic distribution group created during replica setup or create a custom traffic distribution group. 3. Assign phone numbers: Assign the correct phone number to the correct traffic distribution group to make sure that the calls are routed to the appropriate instance. If you are using the default traffic distribution group, the phone number is automatically assigned to this group. 4. Prepare and execute the CloudFormation template: You must prepare and execute a CloudFormation template in the replica region as described in [Prepare CloudFormation Template](https://help.salesforce.com/s/articleView?id=service.voice_cloudformation_template.htm&type=5&language=en_US). Execute the `BYOAContactCenterStack` in the replica region, and make sure that all the parameter values are the same as that in the source region except for the `ConnectInstanceAlias` and `Instance Type` parameters. The value of the `ConnectInstanceAlias` parameter must be the specific `ConnectInstance` name of the replica instance. The value of the `Instance Type` parameter must be set as `REPLICA`. ## Activate Disaster Recovery You must activate disaster recovery for your Amazon Connect instance to make sure that your contact center operations continue seamlessly if the primary instance fails. 1. Update traffic distribution group: You must update the traffic distribution group with the correct rep traffic (agent-config) and call traffic distribution (telephony-config). You can choose either the Active-Active distribution or the Active-Passive distribution. In the Active-Active distribution, 50% of the traffic is routed to the primary instance, and the remaining 50% is routed to the secondary instance. For example, `telephony-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}] agent-config: Distributions=[{Region=us-west-2,Percentage=50},{Region=us-east-1,Percentage=50}]`. In the Active-Passive distribution, 100% of the traffic is routed to just one instance at a time. For example, `telephony-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}] agent-config: Distributions=[{Region=us-west-2,Percentage=0},{Region=us-east-1,Percentage=100}]`. 2. Update and upload the import.xml file for the replica instance: [Prepare the contact center definition XML file](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US) with values for the `reqInstanceName`, `reqRegion`, `reqTelephonyIntegrationCertificate`, `reqTelephonyIntegrationKeyPairExpDate`, `reqSettingsRelayState`, and `reqRelayState` attributes specific for the replica instance. Upload the import.xml file as described in [Create Contact Center through Salesforce UI](https://help.salesforce.com/s/articleView?id=service.voice_cc_create.htm&type=5&language=en_US) or [Create Contact Center with Metadata API](https://help.salesforce.com/s/articleView?id=service.voice_cc_metadata.htm&type=5&language=en_US). ## Set Up Global Sign-in With global sign-in, reps signing in to the primary contact center are also automatically signed in to the secondary instance. This configuration makes sure that the reps do not have to log in again when switching between primary and replica instances. The global sign-in ensures minimal downtime during an outage and helps in maintaining customer service continuity. 1. To set up global sign-in, you must add the required attributes in the contact center definition XML file. `reqPrimaryInstanceName : string, ` `reqSecondaryInstanceName : string, ` `reqEnableGlobalSignIn : boolean ` 2. You can also add an attribute in the XML file to automatically set rep statuses to offline after a contact center switch. By default, the current rep status is retained in the new region. Add the required attribute for this capability. `reqForceAgentOfflineOnSwitchover : ` 3. Follow the instructions in the [Amazon documentation](https://docs.aws.amazon.com/connect/latest/adminguide/integrate-idp.html) to set up AWS and integrate Identity Provider (IdP) for ACGR. # Disaster Recovery Limitations Salesforce Voice(formerly Service Cloud Voice) has some limitations when you set up, activate, or use Disaster Recovery. Consider these limitations before setting up disaster recovery. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Feature Support during Disaster Recovery These Salesforce Voice features aren’t supported when you use a backup contact center. - Universal Call Recordings playback. You can play call recordings only in the contact center where they were created. For example, call recordings created in the backup contact center can't be accessed from the primary contact center. - Triggered actions using Einstein Conversation Insights - HVS - Outbound campaign dialer - Service rep real-time metrics - Standard reporting - Transfer features:  - Estimated wait time - Custom attributes passed from the initial call ## Limitations for Disaster Recovery Disaster Recovery also comes with these limitations. - Global sign-in is available only if you have manually integrated Voice with your Amazon Connect instance by importing the contact center definition XML file. - Unexpected errors can occur if you update the contact center to a new version when Disaster Recovery is activated. Before you update the contact center, deactivate Disaster Recovery. - After Disaster Recovery is enabled, you can’t disable it, which means you’ll continue to incur the cost for this additional service. For billing information, see [Salesforce Voice with Amazon Connect Contractual Limitation](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/product-specific-terms/scv-amazon-connect-contractual-limitations.pdf). - If you try to update the outbound phone number for an Amazon Connect queue using the AWS Console, the update isn’t saved. As a workaround, to update the outbound caller ID for the queue, perform these steps. 1. Verify that the AWS CLI points to the primary region. 2. Open AWS CLI. 3. To get the phone number ARN, run the aws connect list-phone-numbers-v2 command. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To ensure that the command lists numbers claimed to all the Amazon Connect instances belonging to your account in the same AWS region as the request, don’t specify a target ARN. 4. To update the queue’s outbound phone number with the phone number from PhoneNumberArn, run the update-queue-outbound-caller-config command. Use the phone number ARN from the previous command, update the other parameter values as appropriate. ``` aws connect update-queue-outbound-caller-config --instance-id 0ff4b5b2-a757-XXXX-XXXX-XXXXXXXXXXXX --queue-id d5db663c-0e89-45da-8613-8e4e64252edd --outbound-caller-config OutboundCallerIdName=BasicQueue3,OutboundCallerIdNumberId=arn:aws:connect:us-west-2:814125432941:phone-number/e32e5abc-5f5e-445b-8f43-2ba972f8240c,OutboundFlowId=23ff4ce1-645c-45dc-b975-e0dc6cb79f7c ``` 5. In Amazon Connect, make sure the queue shows the correct phone number. # Discover and Set Up Field Service Features With Salesforce Go Explore, set up and configure, and monitor usage of Field Service features in one streamlined setup location. In Salesforce Go, you can access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features and get help with configuration. Discover more Field Service features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go. In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for Field Service. #### See Also - [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Discover and Set Up Service Features with Salesforce Go Explore, set up and configure, and monitor usage of service features in one streamlined setup location. Access content resources, such as videos, online tours, Trailhead, and Salesforce Help articles, to learn about features, and get help with configuration. Discover more service features and add-on licenses that are available based on your Salesforce edition. And if you’ve turned on the Your Account app, you can quickly buy add-on licenses for some products directly from Salesforce Go. ### Required Editions
View supported editions.
#### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) # Discover Devices from Jamf Pro Discover Mac computers and mobile devices managed in Jamf Pro, and synchronize key inventory data into CMDB. Keep computer and mobile configuration items accurate and current by aligning CMDB records with Jamf Pro device data. Use Jamf discovery to support reliable asset tracking and IT service workflows that depend on trusted device information. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important CMDB integrations are powered by MuleSoft flow connectors and consume automation credits. To keep this usage unmetered, assign the required permission set before you create a discovery target. For more information, see [Create a Discovery Target for Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_jamf_trgt.htm&release=264.0.0&type=5 "Create a Jamf Pro discovery target to bring managed Apple device data into CMDB. Keep endpoint Configuration Items (CIs) accurate and up to date. Configure the integration connection, review field mappings, and run discovery using Salesforce Flow. Populate CMDB with managed Mac computer and mobile device data, and support IT operations that rely on accurate CI data."). Use Jamf Pro as a trusted data source to create and update configuration items (CI) in CMDB. You get a reliable, current view of the Apple endpoints across your organization. Discovery keeps CMDB aligned with changes made in Jamf Pro, so that CIs stay accurate between scans without manual effort. **What you Discover** Jamf discovery populates these types of configuration items: | Configuration item | Description | | --- | --- | | Mac Host | Mac computers managed by Jamf Pro, such as MacBook, iMac, and Mac mini. | | Mobile Devices | Apple mobile devices managed by Jamf Pro, such as iPhone and iPad. | | Installed Software | The applications installed on discovered computers and mobile devices. | **How Jamf Discovery Works** Jamf discovery runs on Salesforce Flow using externally triggered flows. When you enable a target, Salesforce connects to Jamf Pro through a registered integration connection that authenticates with OAuth. Enabling the target activates the flows, and activation triggers discovery to run. For more information about externally triggered flows, see [Externally Triggered Flows](http://google.com/url?q=https://help.salesforce.com/s/articleView?id%3Dplatform.automate_build_flow_esct_third_party_as_trigger.htm%26type%3D5&sa=D&source=docs&ust=1787024204318568&usg=AOvVaw36Qhxbhh1-zP7HOD3UKzbs&language=en_US). Each target uses two flows, because Jamf Pro serves computers and mobile devices from different endpoints: - A Compute flow discovers Mac computers and their installed software. - A Mobile flow discovers mobile devices and their installed software. Each flow creates its own scan job, so every Jamf target produces two scan jobs, one for computers and one for mobile devices. You can monitor each run and review any errors on the Scan Jobs page. A scan job shows a summary by device type and a detailed list of new and updated CIs. Before your first scan, you can review how Jamf attributes map to CMDB fields on the Field Mapping page. The page shows the default mappings that are ready-to-use. To capture more Jamf data, you customize the mappings in the flow. For more information, see [Considerations for Mapping Jamf Fields to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_field_mapping.htm&release=264.0.0&type=5 "Learn how Jamf device data maps to CMDB fields. See which fields identify devices and how CMDB formats certain values. Use these considerations to interpret discovered data correctly and to decide when to customize the mappings."). **How Jamf Uses External Triggers to Sync Data** The externally triggered flows run on the schedule that you set. The first run brings every managed device into CMDB. Each later run syncs only the devices that checked in to Jamf Pro since the previous run. This keeps each run efficient as the number of managed devices grows. On each run, CMDB updates the records that already exist and creates new records for devices it hasn't seen before. To detect what changed, discovery relies on the device check-in time reported by Jamf Pro. Jamf Pro reports computers and mobile devices from separate endpoints. Each flow uses the check-in field for its device type: | Device type | Check-in field | | --- | --- | | Mac computers | Last Contact Time (general.lastContactTime) | | Mobile devices | Last Inventory Update (lastInventoryUpdateDate) | CMDB stores this time as Last Discovered On and uses it to select which devices to sync. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After you turn a target off and then on again, the next scan syncs data for all Jamf Pro devices instead of only the devices that checked in since the previous run. **How Devices are Classified** Jamf Pro manages Apple devices only, so classification stays simple. During discovery, CMDB assigns each device to one of these CI types: - Mac Host, for Mac computers. - Mobile Device, for iPhone, iPad, and other Apple mobile devices. **How Devices are Identified** To keep records accurate and avoid duplicates, CMDB uses identification rules to match Jamf data to existing configuration items. To identify a device, CMDB uses: - the serial number for Mac computers. - the IMEI number for mobile devices, or the Serial Number when no IMEI is available. For more information, see [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated."). **How Discovery Data is Tracked** CMDB tags every CI discovered through Jamf with the source Jamf, and updates the discovery details on each run, such as when the device was first and last discovered. Since a device can be discovered by more than one source over time, you can always see how Jamf last confirmed a device. The **CI History** tab on the CI record page, records every discovery change, with Jamf listed as the source. History entries include new devices, changed attributes, and software that was added or removed. ![Jamf discovery history for a Mac configuration item in CI History tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_ci_history_jamf.png) - **[Create a Discovery Target for Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_jamf_trgt.htm&release=264.0.0&type=5)** Create a Jamf Pro discovery target to bring managed Apple device data into CMDB. Keep endpoint Configuration Items (CIs) accurate and up to date. Configure the integration connection, review field mappings, and run discovery using Salesforce Flow. Populate CMDB with managed Mac computer and mobile device data, and support IT operations that rely on accurate CI data. - **[Considerations for Mapping Jamf Fields to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_field_mapping.htm&release=264.0.0&type=5)** Learn how Jamf device data maps to CMDB fields. See which fields identify devices and how CMDB formats certain values. Use these considerations to interpret discovered data correctly and to decide when to customize the mappings. - **[Customize Field Mappings for Jamf Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_customize_jamf_mapping.htm&release=264.0.0&type=5)** Customize the Jamf field mappings to capture Jamf data that isn't mapped by default. Map additional Jamf attributes to CMDB fields to keep discovered device data aligned with your organization's needs. # Discover Devices from Microsoft Intune Discover devices managed in Microsoft Intune and synchronize key inventory data into CMDB. Keep Windows and mobile configuration items accurate and current by aligning CMDB records with Intune device data. Use Intune discovery to support reliable asset tracking and downstream IT service workflows that depend on trusted device information. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important CMDB integrations are powered by MuleSoft flow connectors and consume automation credits. To keep this usage unmetered, assign the required permission set before you create a discovery target. For more information, see [Create a Discovery Target for Microsoft Intune](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_intune_trgt.htm&release=264.0.0&type=5 "Create a Microsoft Intune discovery target to bring managed device data into CMDB and keep endpoint configuration items (CIs) accurate and up to date. Map Intune device attributes, validate the integration connection, and run discovery using Salesforce Flow. Populate CMDB with managed computer and mobile device data, and support IT operations that rely on accurate CI data."). The Microsoft Intune integration lets you discover devices that are managed through Intune and synchronize key inventory details into CMDB. Discovery uses Intune as a trusted data source to create or update configuration items, helping you maintain a reliable view of managed endpoints across your organization. The integration supports both computer and mobile devices and keeps CMDB records aligned with changes made in Intune. **How Intune Discovery Works** Microsoft Intune discovery uses Salesforce Flow to synchronize device data from Intune into CMDB in a secure and controlled way. When you configure an Intune discovery target, Salesforce uses an auto-launched flow to connect to Microsoft Intune through a registered integration connection. The flow authenticates using OAuth credentials and prepares the data exchange between Intune and CMDB. ![Intune option while creating a target](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_discovery_intune_trgt.png) Before discovery runs, you define how Intune device attributes map to configuration item fields in CMDB. Field mapping controls how incoming data such as device identifiers, operating system details, ownership, and status populate configuration items. The mapping ensures that Intune data aligns with your CMDB data model and supports consistent identification and updates. During each run, the flow retrieves device records from Intune and processes them based on the configured field mappings and identification rules. If a device matches an existing configuration item, CMDB updates the record. If no match is found, CMDB creates a new configuration item. The approach keeps device data current while preventing duplicate records. Since the Intune discovery runs through Salesforce Flow, you can monitor execution status, review failures, and manage integration behavior using standard Salesforce tools. The flow-based approach gives you visibility and control while keeping device discovery aligned with your CMDB configuration. - **[Create a Discovery Target for Microsoft Intune](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_intune_trgt.htm&release=264.0.0&type=5)** Create a Microsoft Intune discovery target to bring managed device data into CMDB and keep endpoint configuration items (CIs) accurate and up to date. Map Intune device attributes, validate the integration connection, and run discovery using Salesforce Flow. Populate CMDB with managed computer and mobile device data, and support IT operations that rely on accurate CI data. - **[Considerations for Mapping Intune Fields to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_intune_field_mapping.htm&release=264.0.0&type=5)** Review these considerations before you map Intune device attributes to CMDB fields. Learn which mappings you can't change, how certain values are formatted, and how to capture more Intune data. These considerations help you avoid data issues and get accurate device data on the first scan. # Discover Field Service Features with My Service Journey Explore the My Service Journey app and discover features tailored to your specific field service goals. Navigate Field Service capabilities through the interactive tiles in My Service Journey. Each tile opens a dedicated page that features product and licensing details, KPIs, essential resources, and implementation best practices. ![Capability Navigator tab within the My Service Journey app, showing all capabilities related to Mobile Worker Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/msj_capability_.nav.png) My Service Journey offers several ways to filter capabilities, including by business goal, service area, or edition. You can also view Quick Win capabilities—those with no or low implementation barriers—to get started right away. Any user in Enterprise, Unlimited, or Developer edition can access My Service Journey in the App Launcher. ![App Launcher with the My Service Journey app selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/msj_app_launcher.png) When exploring field service capabilities, follow the links to [Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) for a centralized hub of content, feature setup and configuration, and usage tracking. Click **Journey Map** to explore prescriptive capabilities across three phases: foundation, optimize, and elevate. Capabilities are organized into progressing initiatives to increase productivity and self-service. As you complete capabilities, your status is updated on the map. ![Journey Map tab of the My Service Journey app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/msj_map.png) You can select capabilities as favorites or share them with members of your team. If you find a capability you'd like to request access to, reach out to your Salesforce account executive directly in My Service Journey. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip For quick access to your favorite features, add My Service Journey to your console app’s menu to pin specific capabilities as tabs. # Discover Service Features with My Service Journey To quickly grasp how Salesforce can further your customer service goals, use My Service Journey. It's a Salesforce app that details the full feature set of Agentforce Service (formerly Service Cloud). ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. My Service Journey gives you a list of Agentforce Service functionalities, shown as clickable tiles that lead to individual pages. Each capability page provides product and licensing info, relevant KPIs, linked resources, and best practices for usage and implementation. ![Capability Navigator tab within the My Service Journey app, showing all capabilities related to Messaging](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/my_service_journey/msj_capability_nav.png) My Service Journey offers several ways to filter capabilities, including by business goal, service area, or edition. You can also view Quick Win capabilities—those with no or low implementation barriers—to get started right away. Any user in Enterprise, Unlimited, or Developer edition can access My Service Journey in the App Launcher. ![App Launcher with the My Service Journey app selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/my_service_journey/msj_app_launcher.png) When exploring service capabilities, you can click links to [Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) for more content resources, easy setup, configuration, and usage tracking, all in one place. Additionally, click **Journey Map** to explore prescriptive service capabilities across foundation, optimize, and elevate phases. Capabilities are organized into progressing initiatives to increase productivity and self-service, and completing them updates their status on the map. ![Journey Map tab of the My Service Journey app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/my_service_journey/msj_map.png) You can select capabilities as favorites or share them with members of your team. If you find a capability you'd like to request access to, reach out to your Salesforce account executive directly in My Service Journey. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip For enhanced exploration of Service Cloud capabilities, add My Service Journey to your console app’s navigation menu. This pins capabilities as tabs for quicker access. - **[Edit Profile Access to My Service Journey](https://help.salesforce.com/s/articleView?id=service.msj_remove_profile_access.htm&release=264.0.0&type=5)** The My Service Journey app is available to all users in Enterprise, Unlimited, and Developer editions. Optionally, limit its access to specific user profiles, either from the app settings or from a profile’s settings. # Discovery for IT Services Discover and track IT assets across your hybrid environment. Use discovery to automatically identify infrastructure, software, and cloud resources. Keep your Configuration Management Database (CMDB) up to date with accurate, real-time asset data to improve service reliability and reduce manual effort. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
Discovery collects structured asset data and sends it to CMDB, where the information is stored as configuration items. Together, Discovery and CMDB provide a reliable foundation for IT operations by improving visibility, reducing manual effort, and accelerating service workflows. ![Discovery dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_discovery_dashboard.png) - **[Learn and Explore Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_learn_discovery.htm&release=264.0.0&type=5)** Learn how discovery helps you scan assets, identify configuration items, and improve visibility across your IT environment. Explore key terms, understand core benefits, and see how discovery works end to end with an example. - **[Plan and Prepare for your Discovery Implementation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_plan.htm&release=264.0.0&type=5)** Learn how to set up your discovery and configure foundational settings to start automating your asset discovery. - **[Agentless Discovery for Scanning IT Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agntlss_disc_overview.htm&release=264.0.0&type=5)** Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data. - **[Discover Devices from Microsoft Intune](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_intune_int.htm&release=264.0.0&type=5)** Discover devices managed in Microsoft Intune and synchronize key inventory data into CMDB. Keep Windows and mobile configuration items accurate and current by aligning CMDB records with Intune device data. Use Intune discovery to support reliable asset tracking and downstream IT service workflows that depend on trusted device information. - **[Discover Devices from Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_overview.htm&release=264.0.0&type=5)** Discover Mac computers and mobile devices managed in Jamf Pro, and synchronize key inventory data into CMDB. Keep computer and mobile configuration items accurate and current by aligning CMDB records with Jamf Pro device data. Use Jamf discovery to support reliable asset tracking and IT service workflows that depend on trusted device information. - **[Agent-based Discovery for Extended Device Coverage](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agents.htm&release=264.0.0&type=5)** Use agent-based discovery to identify and track assets across environments that require installed monitoring. Discovery agents run on individual hosts to collect detailed hardware and software inventory, ensuring continuous and accurate updates to your Configuration Management Database (CMDB). - **[Process Manager for Analyzing Discovery Data](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_manager.htm&release=264.0.0&type=5)** Turn discovered configuration items into dependency-aware views with Process Manager. Process jobs connect applications, infrastructure, cloud resources, software, and virtualized environments in Configuration Management Database (CMDB). - **[Get Insights into Discovery Activity with the Discovery Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_dashboard.htm&release=264.0.0&type=5)** Use the Discovery Dashboard to monitor scan performance, asset discovery trends, and data freshness across your organization. Gain visibility into scan coverage, active sources, and update frequency to improve discovery accuracy, identify gaps, and maintain a reliable CMDB. # Discovery Framework Data Capture Flow Question Types Discovery Framework-Based Data Capture forms supports only specific data types in the questions that you create. The data type that you select when you create an assessment question maps to a standard flow screen component. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, and Discovery Framework Data Capture Flow are enabled
This table lists the supported question data types and shows how each data type maps to a flow screen component. | **Question Data Type** | **Flow Screen Component** | **Description** | | --- | --- | --- | | Checkbox | Checkbox | Select a checkbox to indicate whether a record has a certain attribute. | | Date | Date | Select a date. | | DateTime | Date & Time | Select a date and time. | | Decimal | Number | Enter a number that contains a decimal point. | | File | File Upload | Upload and attach files to records. | | Integer | Number | Enter a number. | | Multi-select | Multi-Select Picklist | Select more than one picklist value from a list that you define. | | Radio | Radio Buttons | Select one from a limited number of options. | | Select | Picklist | Select a single picklist value from a list that you define. | | Text | Text | One-line text input field. Enter any combination of letters, numbers, or symbols, up to 255 characters. | | Text Area | Long Text Area | Multi-line text input field. Enter any combination of letters, numbers, or symbols, up to 255 characters that appear on separate lines. | # Discovery Framework-Based Data Capture with Field Service Mobile App With Assessment Questions and the Discovery Framework Data Capture Flow process type in Flow Builder, build dynamic and responsive forms to efficiently collect data from customers. Your mobile workers can use these forms on the Field Service mobile app, even in areas with poor or no internet connectivity. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled
Mobile workers can access forms directly from the Forms tab on Work Order Overview. They can also access the forms from the related list on a service appointment, work order, and a work order line item record. With Discovery Framework, you can maintain a clear audit trail by reusing and versioning questions across multiple forms. ![Set Up Discovery Framework-Based Data Capture with Field Service Mobile App](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_end_to_end_setup_flow.png) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important The Discovery Framework-Based Data Capture with Field Service Mobile App feature isn't available for non-Industries clouds. Only Industries clouds can create and access the assessment questions in the Discovery Framework. Make sure that you have the appropriate permissions and licenses to create and use these assessment questions. See [Discovery Framework Editions and Permissions](https://help.salesforce.com/s/articleView?id=ind.discovery_framework_editions_permissions.htm&language=en_US). - **[Set Up Discovery Framework-Based Data Capture with Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5)** Build data capture forms by using assessment questions from Discovery Framework and Flow Builder. Associate these forms with work orders, work order line items, or service appointments to help your mobile workers collect data during field visits by using the Field Service mobile app. - **[Discovery Framework Data Capture Flow Question Types](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_question_types.htm&release=264.0.0&type=5)** Discovery Framework-Based Data Capture forms supports only specific data types in the questions that you create. The data type that you select when you create an assessment question maps to a standard flow screen component. - **[Considerations for Discovery Framework-Based Data Capture with Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_considerations.htm&release=264.0.0&type=5)** You must consider certain points when you work with the Discovery Framework-based data capture forms. - **[Ways to Access Discovery Framework-Based Data Capture Forms on the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_access_forms.htm&release=264.0.0&type=5)** After you build your forms through Discovery Framework Data Capture flows in Flow Builder, mobile workers can access the forms on the Field Service mobile app. - **[Assessment Staged Data Records](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_assmt_staged_data_record.htm&release=264.0.0&type=5)** Verify and correct errors in form responses by using the assessment staged data record. # Dispatch and Receive Hardware Track hardware dispatch and finalize delivery by updating fulfillment order statuses. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To manage fulfillment orders: Hardware Asset Management - IT Fulfiller
1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Fulfillment Orders**. 3. Select the pending fulfillment order for your location. 4. Update the fulfillment order status based on the delivery method. - For in-person pickup: 1. Select **Item Ready for Pickup**. 2. Select **Email** for the communication channel. 3. Select **Next**. 4. Enter recipient details and select **Send**. - For shipment: 1. Select **Update Shipment**. 2. Enter tracking details. 3. Select **Save**. 5. When you dispatch the item, select **Mark Fulfillment Sent**. The associated asset status automatically updates to **In Transit**. 6. After the employee receives the hardware, select **Mark Fulfillment Received**. When you finalize the order, stockroom quantities decrement and the asset status updates to **In Use**. # Dispatch Field Service Appointments Provide dispatchers with a central hub for viewing their team’s schedule and managing service appointments. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Work in the Field Service Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_parent.htm&release=264.0.0&type=5)** The Scheduling Console provides a seamless, accessible dispatching experience by focusing on usability, productivity, and high performance. As of Summer '26, it replaces the original Classic Dispatch Console in Agentforce Field Service and Operations (formerly Field Service). - **[Work in the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_tab_and_console.htm&release=264.0.0&type=5)** The Field Service Classic Dispatch Console, also known as the dispatcher console, is the original main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart showing upcoming appointments, active team members, and more. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console. - **[Automatically Dispatch Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_dispatching_appointments.htm&release=264.0.0&type=5)** Dispatch scheduled service appointments to your mobile workers. While you can dispatch appointments from the console, you can also set up jobs that automatically dispatch or drip feed the next appointments. #### See Also - [Agentforce for Field Service Dispatchers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatchers_parent.htm&release=264.0.0&type=5 "Supercharge the efficiency of your dispatchers by using Agentforce.") # Display an Enhanced Link in an Enhanced Bot Send a customized, interactive web page link over your enhanced channels with the enhanced link messaging component. ### Required Editions
View supported editions for Einstein Bots.
View supported editions for Messaging.
User Permissions Needed
To build and manage Einstein Bots:

Customize Application

OR

Modify Metadata

OR

Manage Bots
Support for messaging components varies by channel. Before you begin: - From the Messaging Component page in Setup, [create an enhanced link messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm&type=5&language=en_US). - If you’ve added parameters to your messaging component to use dynamic inputs to customize your enhanced link, create an Apex class or flow to generate session-specific inputs. Customizations can include showing different images or leading to different URLs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These instructions assume that you use a dedicated Apex class or flow to populate the messaging component. But you can use variables from anywhere in your bot, as long as they’re of the same object type specified in the messaging component. 1. From the Einstein Bots Setup page, select the bot you want to use to send an enhanced link. 2. From the Bot Builder, click **Dialogs**, and then select the dialog that you want to use to send an enhanced link. 3. If you’ve added parameters to your messaging component to customize your enhanced link, add an Apex class or flow to your dialog. 1. From the Dialog Component Library, drag the **Apex** or **Flow** action dialog step onto the canvas. 2. In the Step Properties panel, select the Apex class or flow associated with the enhanced link component. 3. For each output, create or select a bot variable to store the output of the Apex class or flow. You’ll reference these variables again in the Enhanced Link dialog step to customize the enhanced link. 4. From the Dialog Component Library, drag the **Enhanced Link** dialog step onto the canvas. 5. In the Step Properties panel, enter the name of your messaging component to search for and select it. If you don’t see your link, refresh the builder and try again. 6. If you’ve added parameters to your messaging component to customize your enhanced link, for each input parameter, specify a bot variable. In most cases, specify the same output variables you created in the previous Apex or Flow action steps in the corresponding input parameter fields. 7. Save your changes. ![An enhanced link dialog step with an enhanced link messaging component selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_link_enhanced.png) #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") # Display and Edit a Call Center A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features. ### Required Editions
View supported editions.
User Permissions Needed
To view or edit a call center: Manage Call Centers
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To view call center details: 1. From Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. 2. Click the name of the call center that you want to view. From the Call Center Detail page you can: - Click **Edit** to modify the properties of the call center. - Click **Delete** to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features . - Click **Clone** to create a duplicate copy of the call center with the same fields and values as the current call center. - Click **Manage Call Center Users** to designate Salesforce users as members of this call center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5 "After you set up a call center, you can update the call center settings as your business needs change.") - [Call Center Definition Files](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5 "A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors.") # Display and Select Solutions Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. ### Required Editions
View supported editions.
User Permissions Needed
To view solutions: Read on solutions
To attach a solution to a case:

Read on solutions and cases

AND

Edit on cases
To change unpublished solutions: Edit on solutions
To delete unpublished solutions: Delete on solutions
To change published solutions: Manage Published Solutions
To delete published solutions: Manage Published Solutions
## Display Solutions When you have located a solution, either by searching from a case or from the solutions home or list pages, click the solution title to display detailed information. If hover details are enabled, hover over any lookup field on the detail page to view key information about a record before clicking into that record’s detail page. ## View Solution Updates and Comments (Chatter) Display a Chatter feed of updates, comments, and posts about the solution. ## Select Solutions To attach the solution to your case, click **Select** from the solution detail page or the search results list. The solution is automatically added to the case. The **Select** option is available only if you searched for a solution from within a case, or you searched for solutions to add to your Self-Service portal Home page. ## Edit and Delete Unpublished Solutions Users with the “Edit” permission on solutions can update unpublished solutions by clicking **Edit**, changing the necessary fields, and then clicking **Save**. To delete an unpublished solution, a user with the “Delete” permission on solutions can click the **Delete** button. If HTML Solutions is enabled for your organization, and you open a text solution with the HTML editor and save it, the solution will become an HTML solution. ## Edit and Delete Published Solutions The ability to edit and delete published solutions is restricted to users who have the “Managed Published Solutions” permission, such as solution managers and administrators Translated solutions inherit the record type of the master solution from which they are translated. You cannot change the record type of translated solutions. ## Solution Related Lists Below the solution details is information related to the solution, including a history of changes to the solution, open and closed activities, attachments, related cases, translated solutions, and the categories to which the solution belongs. The related lists you see are determined by your personal customization, and by any customization your administrator has made to page layouts or your permissions to view related data. The size limit for a file attached to a solution is 5 MB. You cannot upload solution attachments with the following file extensions: htm, html, htt, htx, mhtm, mhtml, shtm, shtml, acgi. Hover over the links at the top of a detail page to display the corresponding related list and its records. If Chatter is enabled, hover links display below the feed. An interactive overlay allows you to quickly view and manage the related list items. Click a hover link to jump to the content of the related list. If hover links are not enabled, contact your Salesforce administrator. ## Printing Solutions To open a printable display of the record details, in the top-right corner of the page, click **Printable View**. If HTML solutions is enabled for your organization, any HTML formatting applied in your solution details will appear in the Printable View. To return to the last list page you viewed, click **Back to list** at the top of the solution detail page. If your organization has enabled collapsible page sections, use the arrow icons next to the section headings to expand or collapse each section on the detail page. #### See Also - [Solution History](https://help.salesforce.com/s/articleView?id=service.solution_history.htm&release=264.0.0&type=5 "The Solution History related list of a solution detail page tracks changes to the solution.") - [Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5 "An alphabetical list of solution fields.") - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") # Display the Agent Console You can start using the Agent console after your administrator has set it up. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For more details about setting up the Agent console, see [Set Up the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_setup.htm&release=264.0.0&type=5 "You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce."). To display the Agent console, click the Console tab. To exit the console, select any tab. If the selected list view doesn't contain any records, no data displays in the console. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can only access the Agent console if your administrator has assigned your user profile to a console layout and granted you access to the Console tab. You can customize your display to make the Console tab visible in your tab sets. #### See Also - [Navigate Within the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_navigating.htm&release=264.0.0&type=5 "What you click in the Agent console determines which frame a record displays in.") # Dissociate Voice Call Recordings from Voice Call Records Keep your Voice Call record pages tidy by disconnecting voice call recordings you no longer need from their associated voice calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
To disconnect a voice call recording, delete the Salesforce VoiceCallRecording record that associates the voice call recording to the voice call. Deleting the VoiceCallRecording record is a permanent action and can’t be reversed. Once disconnected, the voice call recording along with the Call Recording Player no longer appear in the Voice Call record page. 1. Open the customer’s Voice Call record page. 2. Find the Voice Call record ID. The record ID is the Voice Call record URL’s alphanumeric series between VoiceCall/ and /view. 3. Execute a SOQL query to get the target Voice Call record's CallRecordingId. Enter `SELECT CallRecordingId FROM VoiceCall WHERE Id=''`. 4. Use your preferred method, such as the Developer Console, to delete the VoiceCallRecording record with the CallRecordingId identified by the SOQL query. # Distribute Policies and Track Acknowledgments for IT Compliance Distribute policies and launch targeted communication campaigns to ensure organizational awareness and maintain a defensible audit trail. Define acknowledgment windows for specific audiences and monitor employee attestations in real time to verify compliance with internal standards. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Create a Policy Communication Campaign for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_create_policy_comm_campaign.htm&release=264.0.0&type=5)** Create policy communication campaigns to ensure employees are aware of organizational policies and to collect required attestations for compliance audits. Campaigns define acknowledgment windows and trigger automated notifications via the Employee Service Portal. - **[Acknowledge Policies from the Employee Service Portal for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_hub_portal.htm&release=264.0.0&type=5)** Employees can acknowledge assigned policies directly from the Employee Service portal, without needing access to the IT Compliance app. A policy appears in the Policy Hub when a compliance admin activates a policy communication campaign that lists the employee as a recipient. - **[Track Employee Policy Acknowledgments for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_track_policy_comm_acknowledgments.htm&release=264.0.0&type=5)** Monitor the progress of your policy communication campaigns to verify organizational compliance and support audit readiness. Track which employees have completed their review and which acknowledgements are still pending. # Document Builder Document Builder is the Salesforce Field Service solution for creating richly formatted and branded PDF service documents for your business needs. ### Required Editions
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Document Builder isn’t available for Government Cloud users. Document Builder makes it easy to build service document templates. - The Template Builder makes it easy to build service document templates. - Clone standard service document templates to reflect your company’s business practices. - Drag seven standard components into the builder: Grid, Image, Image Gallery, Page Numbers, Related Record Table, Rich Text, and Signature. - Show relevant information about a record, and its parent or grandparent records by using the field component. - Address your specific use cases by building custom LWCs. - An enhanced service document experience helps you communicate the details of the work performed to serve your customers. - View service documents and collect signatures on the Field Service mobile app. - Preview printable documents on mobile or desktop. - Generate PDFs on mobile or desktop You can enable both Document Builder and Service Reports for your company, but you can assign only one feature, Service Reports or Document Builder, to each user. When you give a user the permission to use Document Builder, the Service Report button is hidden for them and they can’t access Service Report features or templates. You can continue to use Service Reports, but we suggest adopting Document Builder to build more branded, customized, and dynamic service documents. - **[Set Up Document Builder: Licensing and Enablement](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_set_up.htm&release=264.0.0&type=5)** Learn how to set up Document Builder and start creating service documents. - **[Give Users Access to Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_user_access.htm&release=264.0.0&type=5)** Assign users the standard permission sets for Document Builder, so they can create service document PDFs. - **[Assign Document Builder to Dispatchers and Mobile Workers](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_perm_sets.htm&release=264.0.0&type=5)** Assign Document Builder to users who have been assigned the Field Service Dispatcher or Field Service Mobile permission set license. - **[Create a Service Document Template](https://help.salesforce.com/s/articleView?id=service.fs_create_service_document_templates.htm&release=264.0.0&type=5)** Create a service document template with Document Builder. - **[Generate Service Document PDFs on the Desktop Site](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_desktop.htm&release=264.0.0&type=5)** With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the desktop site. - **[Generate Service Document PDFs on the Mobile App](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_mobile.htm&release=264.0.0&type=5)** With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the Field Service mobile app. - **[Translate Service Documents in Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_translate.htm&release=264.0.0&type=5)** With Document Builder, translate service documents into any language supported by the Salesforce platform. Specify different languages for different records to translate the document to the preferred language of individual customers. # Document Builder Standard Components Here’s a list of standard components available for Document Builder, with descriptions. ### Required Editions
Available in: Lightning Experience.
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
Document Builder has these standard components. Set the conditional visibility of all components and choose to show them only under specific criteria. For example, if the parent record is Work Order, and the related object is Work Order Line Item, you can choose to show a related record table only if the work order’s work type is Break-Fix. When you create a community site, you can use the service document feature only with the Help Center, Build Your Own (Aura), Customer Service, and Customer Account Portal templates.
Component Details
Grid

The grid divides the canvas into columns. To divide each section into multiple columns and control the width of each column, add the Grid component to the header, body, or footer. To use, drag the Grid component onto the canvas. After you do, you see the Grid settings in the Document Settings menu on the right. Here you can change the number of columns (up to 12), the width of each column, and the space padding between the columns.

If you set the conditional visibility rules to hide the grid, the grid and all fields within the grid are hidden. If the grid is visible, you can still set conditional visibility rules for individual fields within the grid. If you have a conditional visibility rule to hide a field within a grid, it’s hidden.
Page Break Page breaks control the pagination of your service document and organize your content into sections.
Page Numbers When added to the header or footer, repeats on all pages of the document. After you add it to the canvas, the Document Settings menu shows the Page Numbers Settings, where you can change the format and alignment.
Related Record Table

Related record tables show records from child objects related to the service document’s template object. For example, if the template object is Work Order, the related record table shows records from the Work Order related objects, such as Work Order Line Items, Products Consumed, Expenses, and Time Sheet Entries. When the Related Record Table component is added to the canvas, you can use the component settings panel on the right to configure table details, including:

  • Parent record: This field defaults to the Template object, for example, Service Appointment.
  • Related entity: This field lets you select which child object’s record you want to show in the table.
  • Related record fields: Add a maximum of 10 related record fields (columns) to the table.
  • Show related records table when the list is empty: This setting is deselected by default and hides related lists that have no records. When the setting is selected, related lists that have no records are shown with only the column headers and no records.
  • Set equal width for columns: By default, column widths are set based on the size of the field label. (Fields with larger labels appear with wider column widths). When the setting is selected, the column widths are evenly distributed across all fields.
  • Sort field and sort order: Sort records within the related list. Use these fields to specify which field to use to determine sort order and whether sorting occurs in ascending or descending order.

Geolocation and Text Area (Long) field types aren't supported.
Signature

The signature component captures signatures from customers, partners, and mobile workers on service documents through both the app or web. Define the number of signatures needed by adding signature components to the canvas. You can also adjust the signature breadth and height. Reorder, include, or exclude these fields by specifying settings in the component settings panel.

Because these fields are standard fields on a standard object, they’re translated in the user’s language. You can customize the labels related to the Digital Signature object and rename them to suit your branding and business needs. If you don’t change the labels of the object or fields, Salesforce translates the label values for you. If you change labels, or if you want to modify the standard translation provided by Salesforce, you can translate those new labels.
Image Embeds images into your service document. Add images to your image library. Then, from the document component panel, select your image, and then use the canvas to add image descriptions and include alt text for accessibility. Images must adhere to the Salesforce guidelines for file size, found in Salesforce CRM Content Limits.
Image Gallery

The image gallery shows all images associated with the object from which you create your service document. All images added as files to the template object are shown in this component. While you can dictate the number of images to show per row, you can’t modify the total number of images. Images in a row have the same size and resolution. You can include captions for each image.
Rich Text

Add custom text with styling and formatting to your documents. To represent information such as help text, section headers, disclaimers, add custom labels. Custom labels are translatable, so using this setting in a rich text component lets you translate the content without having to build multiple templates for each language your company supports.

To personalize your service documents, use embedded expressions in rich text components. Drag a rich text component onto the canvas. Optionally, add static text to give context for the embedded field. To embed the field into the rich text component use the following syntax: {!Record.fieldname} or {!Record.Objectname.fieldname}. For example, to embed a phone number for an account, the syntax is {!Record.Account.phone}. For custom labels the format is {!$Label.labelName}. Save the template, and then test it on the document preview.

Address, Geolocation, Compound Fields, Picklist, Multi-select Picklist, Text Area (Long), Text Area (Rich), and Text (Encrypted) aren’t supported for embedded expressions in rich text.
# Download and Install Discovery Agents Install discovery agents to collect hardware and software inventory data from Windows, macOS, and Linux systems. Agents continuously scan host environments and send collected data to Configuration Management Database (CMDB), keeping it accurate and up to date. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
Manage Discovery Application IT Service Asset Discovery
Before you install the agent, allow communication over TCP ports 8190 and 8191 on both the Discovery Application host and the agent host, and verify that the hosts can communicate. The connection uses mutual TLS (mTLS), with both hosts presenting certificates. Agents differ by operating system and can be installed using an installation wizard or through command line for macOS and Linux. 1. From App Launcher, find and select **CMDB and Service Graph**. 2. In the navigations pane, in **Administration**, select **Discovery**, and then **Applications**. 3. From the list, select the discovery application where you want to install the agent. 4. Click **View** from the record actions to open an application record. 5. In the **Agents** tab, copy the registration token. The registration token links the discovery agent to your Salesforce CMDB and Service Graph environment. You must enter this token during the installation to register the agent with your organization. 6. Download the discovery agent based on the operating system where you want to install the agent. For macOS and Linux, the agent package includes command-line installation steps. The commands are shown in the Install Using Command Line section. 7. On the host machine, open the downloaded installation file. 8. In the installation wizard, accept the terms and conditions, and select **Next**. 9. Enter the registration token you copied earlier, and select **Next**. 10. Complete the installation and close the installation wizard. The agent is installed on the host machine and begins running in the background. Asset data is automatically reported to CMDB by the agent based on the configured scan frequency. # Download and Install the Discovery Application Use the Discovery Application to perform agentless scans and collect asset data without installing software on each device. The Discovery Application runs on a Windows host and securely connects with your network to detect systems, identify configurations, and send discovery data to Configuration Management Database (CMDB) for processing. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have Discovery enabled.
User Permissions Needed
Manage Discovery Application IT Service Asset Discovery
Before you install the Discovery Application, prepare the Windows host and verify connectivity to Salesforce and the target systems in your scan scope. For more information, see [Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5 "Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing."). 1. From App Launcher, find and select **CMDB and Service Graph**. 2. From the navigation panel, select **Administration**, and then select **Discovery**. 3. Click **Download Application**. 4. On the Download Discovery Application page, copy the registration token. The registration token is required during the installation of your discovery application on your Windows host to link the discovery with the Salesforce org. Registration token makes sure that the authentication is secure and allows CMDB to receive discovery data from the installed application. 5. Click **Download** to download the Windows discovery application installer. The Discovery Application setup file is downloaded and ready to be installed on a Windows host. 6. Run the installer on yout Windows host to start the installation wizard. 7. Accept the license terms and conditions. 8. Paste the registration token that you copied from the Download Application page and complete the installation After installation, the discovery application is added automatically to the **Applications** page under Discovery in Administration. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important The Discovery Application uses a client secret to authenticate with Salesforce. The client secret remains unchanged after installation. If your security policy requires a new client secret, uninstall and reinstall the Discovery Application. Reinstalling the application registers it again and generates a new client secret. From the Applications list, view application details or disable the application if needed. Installed applications are enabled by default and run in the background for agentless scanning. # Download Conversation Data Using Bulk Export Tool This is a utility designed for you to download a complete, historical archive of all your conversation data. Use this tool for tasks that require a full, offline copy of your data, such as fulfilling a legal compliance request, migrating historical data to a new data warehouse, or creating long-term backups for data retention policies. This tool isn’t for frequent reporting or analysis. A complete export can only be run once every 7 days. This limitation reinforces its purpose as an archival tool, not a regular reporting utility. For more information, see [Export Conversation Transcripts](https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&type=5&language=en_US). ## Considerations for Bulk Export Tool - Conversation export isn’t supported in sandboxes. - Conversation transcripts don’t count towards your Salesforce org’s storage limits. # Download the Field Service Connected App Before you configure user access and customize the Field Service mobile app, download the connected app. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
To access the Field Service mobile app, users need the Field Service Mobile user license.
User Permissions Needed
To install connected apps and update user permissions: Customize Application
The connected app provides push notifications, geolocation services, and other app settings related to service report generation and app customization. If your team uses mobile devices, open a new incognito or private browser window and download the [connected app](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tHq000001lX7y&isdtp=p1) for Field Service. If you want to use a sandbox, change login.salesforce.com to test.salesforce.com ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric custom attribute to the connected app. Apple and Google Maps provide high-level routes and ETAs in the Field Service mobile app. Android users require additional setup to get this functionality. - Apex Rest Services permission enabled for their profile with access to these classes: - FSL\_RESTController\_GoogleApis\_Directions - FSL\_RESTController\_GoogleApis\_Requestor - FSL\_RESTController\_GoogleApis\_Geo #### See Also - [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users.") - [Using the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_use_app.htm&release=264.0.0&type=5 "Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app.") - [Set Apex Class Access from the Class List Page](https://help.salesforce.com/s/articleView?id=platform.code_apex_access_via_list.htm&type=5&language=en_US) # Draft a Knowledge Article with a Prompt Template Draft Knowledge articles from any record, such as a case, incident, or work order, without writing them manually. Select the prompt template that fits your scenario, then review and edit the AI-generated draft before you publish it. ### Required Editions
View supported editions.
User Permissions Needed
To generate and save knowledge articles:

Einstein Knowledge Creation permission set

AND

Knowledge User

AND

Manage Articles

AND

Create, Read, Edit, or Delete on the article type
To publish knowledge articles: Publish Articles for the article's type
1. Open the record you want to write about, such as a resolved case. 2. In the Knowledge panel, click **New Article**, then select **Draft Knowledge Article**. 3. Select the template that matches your scenario, then click **Next**. 4. Enter the details: select the language, enter an article title, and confirm the Grounding Record. 5. Click **Generate**. A "Drafting your knowledge article…" message appears. Generating the article can take a couple of minutes. You get an email and a notification when it's ready. A new draft article is created, with the summary and details filled in for you and the original record linked. Review it, make any edits, and publish the article when it's ready. You're also notified if article generation fails, so you can try again. # Draft a Knowledge Article with Agentforce You can ask Agentforce to create a Knowledge article with your prompt templates from anywhere in the app. Tell Agentforce which record to base the article on and which template to use, and then review and edit the draft before you publish it. 1. If you're on a record: 1. From the record, open the Agentforce panel. 2. Say something like "Create a knowledge article from template." 3. Select a template and click **Next**. 4. Provide the details: select the language, enter an article title, and confirm the Grounding Record. 5. Click **Submit**. 2. If you're not on a record page: 1. Open Agentforce from any page and ask it to create a Knowledge article. Agentforce asks which type of record to base the article on. You see only the record types that have templates. 2. Select a record type, select a template, add the details, and then click **Submit**. Agentforce creates a Knowledge article and sends a notification when it's ready. When you get the notification, open the draft, review and edit the content, then save and publish the article. # Draft Knowledge Articles for IT Services Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To generate and save knowledge articles:

Einstein Knowledge Creation permission set

AND Knowledge User

AND Manage Articles

AND Create, Read, Edit, or Delete access on the article type
To publish knowledge articles: Publish Articles for the article type
Activate at least one Knowledge Generation prompt template for the record type. See [Create Knowledge Generation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5 "Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document."). To draft with Agentforce, add the Knowledge Article Creation Using Templates subagent to an active employee agent. See [Set Up Agentforce to Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_agent_setup.htm&release=264.0.0&type=5 "Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests."). Add the Knowledge or Enterprise Knowledge component to the record pages where IT fulfillers draft articles. For how to open and edit a Lightning record page, see [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US). To use the Enterprise Knowledge component, set up Enterprise Knowledge first. See [Set Up Enterprise Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_kwldg_setup.htm&release=264.0.0&type=5 "Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page."). ## Draft from an IT Service Record Start a draft directly from an incident, problem, or change request by using the Knowledge or Enterprise Knowledge component on the record page. The template picker shows active prompt templates whose grounding record matches the record that you opened. If multiple templates are active for that record type, choose the template that matches the scenario that you want to document. 1. Open the incident, problem, or change request that you want to use as the grounding record. 2. In the **Knowledge** or **Enterprise Knowledge** component, click **New Article**. 3. Select **Draft Knowledge Article**. 4. Select a prompt template for the record type. 5. Select a knowledge record type and language, and enter a title for the knowledge article. 6. Click **Generate**. Drafting can take a couple of minutes. You can close the window. You receive a notification when the article is ready. 7. When the draft is ready, open the article to review and edit it. ## Draft with Agentforce Ask Agentforce to draft a knowledge article from an incident, problem, or change request in a conversation, then review the draft in the Knowledge app. When you start from an incident, problem, or change request, Agentforce uses the record as the grounding record. When you start from another page, specify the type of grounding record before you choose a template. Agentforce lists only record types and active templates that are available for the selected grounding record. 1. Open Agentforce from the IT service record or another page in the app. 2. Ask Agentforce to create a knowledge article from a template. 3. If Agentforce asks for a grounding record type, select **Incident**, **Problem**, or **Change Request**. 4. Select a prompt template for the grounding record. 5. Select the article language, enter the article title, and confirm the grounding record. 6. Select **Submit**. Agentforce creates the article in the background and sends a notification when the draft is ready. 7. In the Knowledge app, review and edit the article draft. # Draft Personalized Emails with Service Email Assistant Expedite your emails with AI. Using a preset or custom prompt instruction, Service Email Assistant pulls case data to draft a response to your customer.  ### Required Editions
Available in: Lightning ExperienceAvailable in: Einstein 1 Service Edition OR Enterprise and Unlimited Editions with the Einstein for Service Add-on
| User Permissions Needed |   |   | | --- | --- | --- | | To create and manage prompts: | Prompt Template Manager permission set |   | | To send Service emails with Einstein: | Prompt Template User permission set | Einstein Service Email Assistant User permission set | To get started, you must have both the Lightning email composer and Email-to-Case enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The language used to write the prompt instructions or any response language requested in the instructions doesn’t determine the output language. Instead, the execution logic determines the language used in the response. [Learn how the output language is determined](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_single_template_languages.htm&language=en_US). 1. Open the case email composer in Lightning Experience. 2. Click **Draft with Einstein**. ![Screenshot showing the Draft With Einstein button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_updated.png) 3. Write your own instructions for the email or choose pre-made instructions, then click **Draft Email**. ![Screenshot showing where users can provide email draft instructions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_instructions.png) Only plain text is supported. - To provide your own instructions, you must have the **Add email prompt instructions in Draft with Einstein** preference enabled on the Email-to-Case Setup page. Use natural language to indicate the content and tone you want for the email. For example, type "Write a friendly reply telling the customer how to find the tracking details for their order." - The standard pre-made instruction drafts a reply based on the case information. You can also use a custom instruction for tasks like confirming that a case can be closed, or helping the customer with troubleshooting. 4. Modify the draft by clicking **Revise**. Provide different instructions, or click the pencil icon to edit the length or tone. Click **Replace Draft**. You can also revise content that you wrote. Keep in mind that rich content is replaced with plain text when you automatically revise emails. ![Screenshot showing the option to revise drafted emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/channel_tools/draft_with_einstein_revise.png) 5. Review the email and make any necessary changes before sending. If you add the \[\[\[GENERATED\_CONTENT\]\]\] placeholder to an email or email template and then use Draft With Einstein, the placeholder is replaced with the content generated by Einstein. If you don't use this placeholder in a Case Email, Einstein replaces all content above the Original Message quote line with the AI-generated content. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Service Email Assistant doesn't support a Send Email quick action that uses the Text Body field. Use the HTML Body field. #### See Also - [_Salesforce Help_: Using a Single Prompt Template for Multiple Languages](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_multi_languages.htm&language=en_US) # Draft Policy Clauses with AI for IT Compliance Quickly create internal policy requirements by using generative AI to draft clauses based on external regulations. Using AI-generated drafts reduces manual effort and ensures your policies align with specific regulatory standards. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with AI IT Compliance add-on.
User Permissions Needed
To create and manage Policy records: Compliance Admin permission set
To create policies using AI: IT Compliance AI Admin permission set
Smart Policy Authoring uses generative AI to analyze existing regulatory frameworks and suggest internal policy language. After AI drafts the clauses, you can review, edit, and associate them with your policy records. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Always review AI-generated content for accuracy and compliance with your company's specific legal requirements. 1. From the App Launcher, find and select **IT Compliance**. 2. Open **Compliance Policies** from the navigation menu. 3. Open the policy record for which you want to draft clauses. 4. Click **Smart Policy Authoring**. 5. Select **Create Policy Clauses with Generative AI**, and click **Next**. 6. Select a regulation and choose the specific regulatory clauses to use as a source for your policy. 7. Click **Save**. Generative AI starts drafting the clauses. The drafting process can take a few minutes. You can close the window and continue working. You receive a notification when the draft clauses are ready. 8. Click **Review Policy Clause** on the notification to view the generated clauses. 9. Review the draft clauses and, if necessary, click **Edit** from the actions menu to refine the text. 10. Select the clauses you want to keep and click **Attach**. 11. Select the compliance policy version to link the clauses to, and save your changes. You can also [create and refine policy clauses in Microsoft Word](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_manage_policies_o365.htm&release=264.0.0&type=5 "Author and refine policy content using familiar word-processing tools by integrating with Microsoft 365. Use generative AI to draft and refine clauses, collaborate with stakeholders directly in Microsoft Word, and resolve synchronization conflicts to ensure your compliance data remains a single source of truth across both platforms."). To preview the policy and reorder clauses from the policy record itself, see [Preview Policies and Reorder Clauses for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_preview_policy_clauses.htm&release=264.0.0&type=5 "To ensure your policy is organized and visually accurate for auditors, preview the document layout and reorder its clauses. Adjusting the sequence helps you prioritize critical information and maintain a logical flow.") # Draft Service Email Replies from Multiple Articles Draft an email response based on up to three knowledge articles that are relevant to a case. ### Required Editions
View supported editions.
User Permissions Needed
For non-admin users to generate emails from articles: Customize Application
To view the Draft Einstein Email from Multiple Articles option: Use Agentforce Article Recommendations for Cases
For service reps to view, edit, and send knowledge-grounded responses:

Allow users to share articles via public URLs
To send article content in emails:

Edit access on cases

AND

Read access on knowledge articles
To share internal articles externally:

Share internal Knowledge articles externally permission under Administrative Permissions
To get relevant article recommendations in the Knowledge section, make sure [Agentforce Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_cases_set_up.htm&type=5&language=en_US) is set up in your org. 1. On the Case record page, review the recommended articles in the Knowledge section and select up to three articles that are relevant to the case. If no relevant articles are listed, search for them manually. Make sure that each knowledge article you plan to use has fewer than 131,000 characters. 2. Click **Draft Einstein Email from Multiple Articles** from the relevant article's action menu. 3. Select up to three articles that are relevant to the case, and then click **Draft Email**. ![The case page highlighting the Draft Email button on the Knowledge component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recommendations_draft_multi_article_replies.png) A draft is created in the email composer, where you can review, edit, and send it. The draft merges the recipient's name from the associated case. # Draft Service Plan Emails Learn how your service reps draft service plan emails that provide your customers Case status updates with information from the service plan. ### Required Editions
View supported editions.
User Permissions Needed
To have service reps use the Draft Service Plan Email prompt template:

Service Planner User permission set

AND

Prompt Template User permission set

AND

Einstein Service Email Assistant User permission set
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These steps provide guidance for service reps to access and use the Draft Service Plane Email prompt template. To set up the Draft Service Plan Email prompt template, see [Set Up the Draft Service Plan Email Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&type=5&language=en_US). Service reps can use the Draft Service Plan Email prompt template to draft case progress emails for cases that contain service plan information. The template summarizes what plan steps are completed and states the next steps for the case. The template is accessible using the Draft with Einstein feature in the Email tab of the Case feed. 1. From the Case feed, select **Email**. 2. From the Email action windows, click **Draft with AI**. 3. Select **Draft Service Plan Email**. 4. In the email composer, review and edit the drafted email. 5. Click **Done**. 6. Send the email. ![Draft service plan email setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_select_rep.png) **Draft Email with Service Plan Information** ![Draft service plan email](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_draft.png) ## Considerations for Service Plan Email Updates Keep a few consideration in mind when your draft a service plan email update. - If you draft an email before you make a service plan, only the plan summary and summary steps are in the draft email. - If steps aren’t marked as ​​completed in a service plan, the template selects the first uncompleted step to inform the customer as to what actions are next for the case. - The template doesn’t account for case or service plan status. Even if the plan or case is closed, the draft email summarizes the steps and suggests the next uncompleted step. If all steps are completed, the draft email includes only a summary of the executed steps. - The template doesn’t differentiate between suggested and grounded steps. Make sure the draft email only contains information relating to grounded steps. # Drive Field Service Strategic Outcomes with Data Go beyond basic operational efficiency and unlock smarter Field Service scheduling with Enhanced Scheduling and Optimization. ### Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience
The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.
![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ With Enhanced Scheduling and Optimization, not only can you minimize travel, but you can also use customer insight data for advanced use cases to boost retention, prioritize work based on sales and marketing data, or even factor in weather forecasts for wind turbine maintenance. By leveraging broader CRM and external data from your Salesforce org and Data 360, you can fine-tune your existing engine to achieve tailored business outcomes. Optimize for key KPIs like customer retention, revenue growth, and asset health. Learn how to incorporate data to strategically drive revenue, improve customer satisfaction, and optimize costs. Use scheduling policies, ASAP objectives, relevance groups, and service appointment prioritization to achieve your strategic goals. #### See Also - [Guidelines for Effective Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto_considerations.htm&language=en_US) - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US) - [ASAP Service Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap.htm&language=en_US) - [Use the ASAP Objective With Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_asap_example.htm&language=en_US) - [Create Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&language=en_US) - [Optimize Field Service Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&language=en_US) - [Use Cases for Prioritizing Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization_use_cases.htm&language=en_US) - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&language=en_US) # Dynamic Q&A Limitations and Important Considerations This section details the known limitations of the Dynamic Q&A feature and provides the necessary workarounds to ensure it works properly. ### Required Editions
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on
## LWR Site Connect API Performance Setting The Dynamic Q&A component may not work correctly on LWR sites if the Improve Performance of Connect APIs in your LWR Sites option is enabled. To prevent potential issues with the Dynamic Q&A component on LWR sites, from your site’s Workspaces, select **Administration**, and then deselect the **Improve Performance of Connect APIs in your LWR Site** option. ![Improve Performance Of Connect APIs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/preference.png) ## Service AI Grounding Fields Service AI Grounding Fields: The Service AI Grounding feature has these limitations on the fields it can use for data grounding. - Only String and Text Area type fields are supported. - Encrypted fields are not supported. When you configure Service AI Grounding in Setup, make sure that you only select fields that are of the supported data types and aren't encrypted. ## Agentforce Service Agent Access Configure the Agentforce Service Agent used for Dynamic Q&A to access only public knowledge articles. Using an agent with broader permissions could lead to data exposure. Verify that the agent is associated with a data library built exclusively on public knowledge. The Agent User for this feature must have minimal permissions and minimal object access, as the agent operates within the context of that user. ## Agentforce Service Agent Dependency Dynamic Q&A and Quick Chat First Answer features are dependent on the Agentforce Service agent that is configured within AI Experiences. If the agent is deactivated, these features will stop functioning. Impact: - Dynamic Q&A answers stop generating. - Quick Chat First Answer suggestions “Ask this?” don't appear for reps. - All Experience Cloud sites using the affected AI Experiences configuration are impacted. Before deactivating an agent, verify its assignment to AI Experiences for Dynamic Q&A or Quick Chat First Answer. If the agent is assigned, configure or assign a replacement Agentforce Service agent prior to deactivation to prevent service disruption. # Dynamic WhatsApp Flows Move beyond static forms. WhatsApp dynamic Flows enable you to build data-driven, highly personalized conversational experiences that adapt to users and input data in real time. Leverage these sophisticated capabilities to build guided forms or multi-step wizards to accomplish tasks, such as dynamic quoting, appointment scheduling and checkins, personalized onboarding, and guided selling. ### Required Editions
View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
Dynamic Flows integrate with external systems for a more informed and personalized customer experience. Dynamic Flows also allow for conditional logic that determines when to show a specific field, content element, or screen. Put together, you can tailor the customer experience to the customer’s last input on a form, and present them with meaningful data from an external data source. For example, a Doctor’s office could ask a patient what ailment they’re seeking treatment for, and then provide them with a list of Doctors who specialize in that ailment. Rich content such as headings, short answer questions, and images enhance data collection and the user experience. #### See Also - [_Salesforce Help:_ Create Dynamic Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_dynamic_flows.htm&language=en_US) - [_Salesforce Help:_ Comparing Static and Dynamic WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_compare_static_and_dynamic_flows.htm&language=en_US) # Edit a Configuration Item Update a configuration item (CI) when asset details change. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To edit configuration items: CMDB Admin OR CMDB Standard User
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Configuration Items**. 3. In the All Configuration Items or My Configuration Items list view, select the configuration item to update. 4. On the CI record page, click **Edit** and make your changes. 5. Click **Save**. # Edit a Configuration Item Type Update a configuration item (CI) type when you need to revise metadata, improve type classification, or modify relationship settings. Keeping CI types up-to-date helps teams maintain accuracy, support data integrity, and adapt to evolving asset structures. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To edit configuration item types: IT Service Configuration Item Type Manager
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Type Manager**. 4. In the Configuration Item Type Manager list, select the CI type to update. 5. On the record page, click **Edit**, and make your changes. 6. Click **Save**. # Edit an Identification Rule Use identification rules to define how configuration items (CIs) are uniquely identified during discovery or import. Accurate matching helps prevent duplicate records and improves CMDB data quality. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service that have CMDB and Service Graph enabled.
User Permissions Needed
To create or edit identification rules in configuration item types: IT Service Configuration Item Type Manager
1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Type Manager**. 4. Select the configuration item type. 5. On the configuration item type page, go to the Rules tab. 6. On the Identification section, click **Edit** in the identification rule, and then complete the details: 1. Update the rule name, if needed. 2. From the Available list, select the attributes to use as identifiers and move it the to the Selected list. 7. Save your changes. The updated rule is used to match incoming records during asset discovery or import. CMDB uses the selected attributes to prevent duplicates and link records accurately. # Edit and Improve Messages with Write with AI Use AI to refine, expand, or summarize responses to customers in Enhanced Chat or Enhanced Messaging. ### Required Editions
View supported editions.
Checkmark This article applies to: Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel
X icon This article doesn’t apply to: Standard WhatsApp, standard Facebook Messenger, and standard SMS channels
Before using Write with AI, verify that: - You have the Write with AI and Execute Prompt Templates permissions. - You're using the desktop site, not the Salesforce mobile app. - You're in an active Enhanced Chat or Enhanced Messaging session. Write with AI lets you take three prompted actions to enhance your message before you send it. Write with AI uses prompt builder to take the action, so every revision is unique. That means if you select Refine two different times on the same piece of text, you’ll see two different revisions. - **Refine** corrects any spelling mistakes. - **Expand** adds additional context to what the rep typed. - **Summarize** tightens the message. - Undo appears after you select at least one Write with AI action to update your text. While it’s possible to take multiple AI actions on the same text, Undo always reverts your text to its original form. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The write with AI buttons are greyed out until you enter at least one letter of text into the messaging input field. ![The Refine, Expand and Summarize options in the messenger window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_write_with_ai.png) ## Troubleshooting If the Write with AI Buttons Don't Appear - Check that you have the required permissions assigned. - Verify that you're in an Enhanced Chat or Enhanced Messaging channel. - Confirm that you're using the desktop site, not the Salesforce mobile app. - Ensure that there's text in the message input field. If the Buttons Appear but Are Unavailable - Enter at least one character in the message input field. - Verify that your session is active, not ended or paused. - Check that Write with AI is turned on in Setup. If the feature still doesn't work, contact your Salesforce admin. # Edit Category Group Visibility You can edit your data category visibility. ### Required Editions
Available in Salesforce Classic and Lightning Experience. View supported editions.
User Permissions Needed
To view categories: View Data Categories in Setup
To manage data categories:

Manage Data Categories

AND

View Data Categories in Setup
To assign default category groups: Manage Data Categories
To modify category group visibility for users: Manage Users
1. Go to the data category visibility settings page in Setup. - For roles: enter Roles in the Quick Find box, then select **Roles**. - For a role on the Customer Portal or partner portal: enter Users in the Quick Find box, then select **Users**. - For permission sets: enter Permission Sets in the Quick Find box, then select **Permission Sets**. - For profiles: enter Profiles in the Quick Find box, then select **Profiles**. 2. Open a data category group for edit. - For roles, in the Category Group Visibility Settings related list, click **Edit** next to the category group you want to modify. - For permission sets and profiles: 1. Click a permission set or profile name. 2. Click **Data Category Visibility**. 3. Click **Edit** next to the data category group you want to assign. 3. Select a visibility setting.
Visibility Setting Description
All Categories Users can see all categories in the category group. This option is only available for the topmost role in the role hierarchy.
None Users cannot see any categories in the category group. When you create a category group, its visibility is defaulted to None.
Custom

Users see your custom selection of categories. For roles, you can choose from the categories that are visible to the parent role. If the parent role's visibility changes to be less than its child's visibility, the child role's category visibility is reset to its parent's category visibility.

To select categories, double-click the category in the Available Categories box. Alternatively, select a category and then click Add. Selecting a category implicitly includes its child and parent categories as well. Categories that are grayed out are not available for selection because their parent has already been selected.

Note
Note When you customize a role, permission set, or profile set to All Categories, first remove All from the Selected Categories box before you select specific categories.
4. Click **Save**. Data Category Visibility Best Practices - When you create a category group, its visibility is defaulted to None. - When you grant visibility to a category, you also grant visibility to its child and parent categories. If you want to give access to all categories in a branch of the category hierarchy, select the top-level category All Categories. - Users who are not assigned to a category’s visibility by role, permission set, or profile can only see uncategorized articles and questions unless: - The user has the “View all Data” permission. - A category group has been made visible to all users on the Default Data Category Visibility page in Setup. - For role-based visibility, Customer Portal users and partner portal users inherit the role assigned to their account managers by default. You can change the category group visibility settings for each portal role. - Keep your category groups deactivated to set up your category hierarchy and assign visibility. Until you manually activate a category group, it does not display in Salesforce Knowledge or your answers community - For role-based visibility, always set up data category visibility in a top-down approach from the top of the role hierarchy down to the bottom. Give the highest roles the most visibility and give subordinate roles reduced visibility. # Edit Contact Center Details Use the Edit option in the contact center details page to edit the contact center details. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect
View supported editions.
1. Click Edit in the contact center details page.![Edit Contact Center](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_edit_cc.png) 2. Click Import XML to upload the contact center definition XML file. Make sure the import.xml file has the updated values for the contact center details you want to change. You must not change the `internalName` of the contact center.![Import XML](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_import_xml.png) 3. Save the changes. When you import the XML file, the contact center details are updated immediately. If the update fails, you can retry the operation. # Edit Custom Media Label Assign media files from your repository to custom media labels to make them available for routing flows. You can use the one you upload, update, and replace the assigned media file at any time. ### Required Editions
View supported editions.
User Permissions Needed
To add custom media labels: Agentforce Contact Center Admin (Salesforce Voice) Permission Set
1. From Setup, enter Voice in the Quick Find box, and select **Media Management**. 2. In the Media Labels tab, click **New Media Label** in the Custom Media Labels section. 3. In the Media Label field, enter a unique name that describes how the audio is used. 4. In the Media File field, select a media file from the dropdown. 5. Save the changes. Your custom media label now appears alongside system-defined labels and can be selected in flows. # Edit Default Media Label Update the audio file associated with a default media label in your voice service settings. ### Required Editions This article applies to: Salesforce Voice (Native Telephony)
Available in: Agentforce Contact Center with Salesforce Voice
Available in: Enterprise, Unlimited, and Developer Editions
User Permissions Needed
To manage media files: Agentforce Contact Center Admin (Salesforce Voice) Permission Set
1. From Setup, in the Quick Find box, enter Voice, and then select **Media Management**. 2. In the Default Media Labels section, find the label and click **Edit**. 3. Select a different media file from the dropdown. 4. Click **Save**. # Edit Profile Access to My Service Journey The My Service Journey app is available to all users in Enterprise, Unlimited, and Developer editions. Optionally, limit its access to specific user profiles, either from the app settings or from a profile’s settings. ### Required Editions
View supported editions.
## Limit Access from the App Settings To hide My Service Journey for certain user profiles, go to the app’s profile settings. 1. From Setup, in the Quick Find box, enter App Manager, and then select **App Manager**. 2. Find the My Service Journey app in the app list, and click **Edit** in its action menu. ![My Service Journey in the list view of the Lightning Experience App Manager](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/my_service_journey/msj_app_manager.png) 3. Click **User Profiles** in the left-hand menu, and use the arrows to add or remove profiles from the list of selected profiles. ![Profile selection screen of the My Service Journey app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/my_service_journey/msj_profile_select.png) 4. Save your changes. ## Limit Access from a Specific Profile’s Settings Alternatively, go to a specific user profile’s settings to hide My Service Journey for all users with that profile. 1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. Click a profile name, and then click **Edit**. 1. If the Enhanced Profile user interface is turned off, go to Tab Settings and select **Default Off** for My Service Journey. 2. If the Enhanced Profile user interface is turned on, go to Assigned Apps and deselect **Visible** for My Service Journey. 3. Save your changes. # Edit Self-Service User Information Edit Self-Service user information to keep user information updated. ### Required Editions
View supported editions
User Permissions Needed
To manage Self-Service users: Edit Self-Service Users
To mass manage Self-Service users:

Manage Self-Service Portal

AND

Edit Self-Service Users
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Select the users you want to change. 3. Click **Edit User(s)**. 4. Make any necessary changes to these records. 5. Click **Save**. #### See Also - [Manage Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5 "Manage your Self-Service user information from a single place and make changes to more than one user at a time.") # Edit Your Personal Softphone Settings You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select **My Softphone Settings**. ### Required Editions
View supported editions.
User Permissions Needed
To edit personal softphone settings: Member of a call center
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). These settings are available.
Setting Description
Automatically log in to your call center when logging into Salesforce Select this option if you want Salesforce to use saved login information to automatically log you in to your softphone.
If only one record found on incoming call

Choose one of the following options to specify how a record is displayed when it is the only one that matches an incoming call:

  • Always open the record automatically. This option displays the record in the main Salesforce window, overwriting whatever was there before. All unsaved changes from your previous record are lost.
  • Never open the record automatically. This option does not display the matching record. To view it you must click the record's link in the softphone.
#### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Log In to the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_login.htm&release=264.0.0&type=5 "Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.") # Editions and Licensing Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Scheduling. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
Workforce Scheduling is available in Lightning Experience. It's available in Enterprise and Unlimited editions with Agentforce Public Sector, formerly Public Sector Solutions. ## SKUs - Public Sector Foundation – Advanced – Field Service - Public Sector – Service – Agentforce 1 Edition ## Roles and Permission Sets Assign permission sets to give each role the access it needs.
Role Permission set What they can do
Scheduling admins and service territory managers Workforce Scheduling Admin
  • Manage licenses
  • Set up data access policies
  • Set up business information
  • Turn on and configure settings and features
  • Set up rules that help find the right resources and time slots
  • Customize the appointment booking experience
  • Extend Workforce Scheduling with platform features
  • Troubleshoot issues
  • Implement new features with each release
  • Manage service resources
  • Manage operating hours and shifts
  • Manage skills
  • Create and manage outbound appointments
  • Generate appointment booking URLs
  • View reports and charts
Dispatchers Workforce Scheduling Dispatcher
  • Monitor on-site and field work in one console
  • Schedule, reschedule, unschedule, and cancel appointments
  • Reassign appointments individually
  • Optimize schedules
  • View resources on the map view
Shift Manager Workforce Scheduling Shift Manager

  • Create and manage shifts

  • Monitor schedules, shift coverage, and capacity

  • Assign shifts to service resources

  • Assign appointment types to shifts
Greeters Workforce Scheduling Lobby Greeter
  • Check in customers who arrive at a lobby or a counter
  • Add walk-ins to the queue or the waitlist
  • Route customers to their appointments in order
Service resources (Compliance Officer) Workforce Scheduling On-Site Resource
  • Create and manage outbound appointments
  • Generate appointment booking URLs
  • View and manage their own appointments
  • Manage shifts
  • Manage holidays
  • Attend appointments
Field inspectors or field resources Workforce Scheduling Field Resource Perform scheduled field work such as inspections.
Named contractors

Workforce Scheduling Contractor Field Resource and Shift Worker

OR

Workforce Scheduling Contractor On-Site Resource

 External service resources who are scheduled for work alongside your employees.
Contractor Dispatcher ContractorDispatcher

External dispatchers who dispatch work alongside your employees.

  • Monitor on-site and field work in one console
  • Schedule, reschedule, unschedule, and cancel appointments
  • Reassign appointments individually
  • Optimize schedules
  • View resources on the map view
Customer care representatives

Workforce Scheduling CRM User
  • Create and manage service appointments
Customers and constituents (logged-in users and unauthenticated guest users) Workforce Scheduling CRM User
  • Create and manage their own inbound appointments
  • Schedule on an Experience Cloud site as a guest user, after verifying their email address
  • Enroll in a group appointment through an invitation link
  • Reschedule and cancel their own appointments
For information on roles in Agentforce Public Sector, see [Create Roles for Public Sector Solutions Users](https://help.salesforce.com/s/articleView?id=ind.psc_create_roles.htm&language=en_US). # Einstein and Data Usage in Service As an Einstein customer, it’s important to know which data is used in Service Cloud. ### Required Editions
View supported editions.
The table lists the customer data that’s submitted by the customer to Salesforce services as defined in the [Main Services Agreement (MSA)](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Salesforce_MSA.pdf). The table also indicates which features use global models trained on customer data. These models look for aggregated trends across multiple Salesforce customers. If an Einstein feature uses a global model, the customer can opt out of the global model and have control over whether their data contributes to global models. For more information on how to control how your data is used, see [Manage Salesforce Access to Customer Data](https://help.salesforce.com/s/articleView?id=ai.generative_ai_consent_optout.htm&type=5&language=en_US). To check which features are included in your license or edition, see [Einstein for Service](https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&release=264.0.0&type=5 "Learn about the Salesforce editions and add-ons that support the Service AI features."). | Feature | Customer Data and Salesforce Objects used | Usage Data Used | Global Model Used | | --- | --- | --- | --- | | Agentforce Service Agent | MessagingSession, AgentWork, Conversation, and ConversationEntry | N/A | No | | Agentforce Service Planner | Case, EmailMessage | N/A | No | | Einstein Article Recommendations | Default model doesn’t use customer data. If enabled, customer-specific model uses Case, Article (Knowledge\_\_kav), and CaseArticle. | CandidateAnswer (stores all articles recommended), EinsteinAnswerFeedback (stores customer interaction with recommended articles such as clicks and hovers) | No | | Einstein Bots (if NLP is enabled) | Utterances selected by customer. Object used: MlIntentUtterance | N/A | No | | Einstein Case Classification | Case | N/A | No | | Einstein Case Wrap Up | Case, LiveChatTranscript | N/A | No | | Einstein Conversation Mining | Case, ConvReasonReportDefinition, ConvReasonReportSegmentDef, ConversationReason, ConversationReasonExcerpt, ConversationReasonGroup, EmailMessage, LiveChatTranscript | ConversationReasonExcerpt (stores ID's and indexes from LiveChatTranscript or EmailMessage), engagement data based on usage (such as opens, clicks, exits) in the setup flow and timestamps associated with them. | No | | Einstein Knowledge Creation | Case, CaseComment, Email, KnowledgeArticle (Knowledge\_\_ka), KnowledgeArticleVersion (Knowledge\_\_kav), LiveChatTranscript, MessagingSession | N/A | No | | Einstein Reply Recommendations | LiveChatTranscript, QuickText | MLRetrainingFeedback (stores recommendations displayed and customer interaction with recommended replies). For example, posted, edited, marked not helpful. | No | | Einstein Service Replies for Chat | LiveChatTranscript, VoiceCall, Case, Knowledge, Email, MessagingSession, ConversationEntry | N/A | No | | Einstein Service Replies for Email | Case, Knowledge, email | Feedback data provided by customers on emails. For example, thumbs up or down, comment. | No | | Einstein Work Summaries | LiveChatTranscript, VoiceCall, Case, Knowledge, Email, MessagingSession, ConversationEntry | N/A | No | | Field Service Einstein - Pre-Work Brief | Account, Case, Contact, Location, Pricebook2, Service Appointment, Service Contract, Work Order, Work Order Line Item, Work Plans, Work Step | N/A | No | # Einstein Article Recommendations for Flows Integrate the power and flexibility of Flow Builder with Einstein Article Recommendations to quickly answer customer questions and deflect cases. Use flows to display recommended knowledge articles or send them via email so customers can resolve issues before a service rep is required to provide support. ### Required Editions
View supported editions.
- **[Add Article Recommendations to a Flow](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_add_to_flow.htm&release=264.0.0&type=5)** The Article Recommendations action takes a Case ID as input and returns a JSON list of recommended articles identified from your active Einstein Article Recommendations model. - **[Access the Article Recommendations Action’s Output](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_access_flow_output.htm&release=264.0.0&type=5)** To use the recommendations, assign the output from the Article Recommendations action to a collection variable. Then, loop through the collection variable to access the recommended articles and their fields. # Einstein Bot Blocks Bot blocks let you add prebuilt functionality to your bot without cloning a bot or building a new one. Create a bot block to add a dialog group to multiple bots. or import a block from the Einstein Bots library. Great examples of blocks can include a payment processor, a conversational experience, or an integration with a specific flow. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). - **[Import an Einstein Bot Block](https://help.salesforce.com/s/articleView?id=service.bots_service_block_import.htm&release=264.0.0&type=5)** Bot blocks are a group of components that you can import to multiple bots. Blocks are pieces of bots, as opposed to a bot template, which contains functionality for a whole bot. - **[Create an Einstein Bot Block](https://help.salesforce.com/s/articleView?id=service.bots_service_block_create.htm&release=264.0.0&type=5)** Create an Einstein bot block to share specific functions inside your bot with other bots. You can package bot templates and share them between orgs or on AppExchange. - **[Explore the Einstein Bot Block Library](https://help.salesforce.com/s/articleView?id=service.bots_service_block_library.htm&release=264.0.0&type=5)** Learn about Einstein bot blocks designed for specific clouds and use cases. # Einstein Bots and Agentforce Service Agents Learn how Einstein Bots and Agentforce Service Agents compare, how the Upgrade Agent tool works, and what to consider when upgrading your bots. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
To use enhanced Messaging channels with AI agents, see required editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). - **[Get to Know Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_about.htm&release=264.0.0&type=5)** Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages. - **[Compare Einstein Bots with Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&release=264.0.0&type=5)** Einstein Bots and Agentforce Service Agent are similar in some ways and different in others. Compare their features, conversational building blocks, and availability. - **[How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&release=264.0.0&type=5)** The Upgrade Agent tool analyzes your Einstein Bot's dialogs, intents, and action steps to generate an Agentforce Service Agent. The tool creates subagents based on grouped dialogs with similar intents, and generates agent actions from bot action steps. - **[Considerations](https://help.salesforce.com/s/articleView?id=service.bots_service_agent_from_bot_considerations.htm&release=264.0.0&type=5)** Review considerations for using the Upgrade Agent tool to upgrade Einstein Bots to Agentforce Service Agent. - **[Upgrade an Einstein Bot to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&release=264.0.0&type=5)** Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent. - **[Connect Your AI Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_connect_channels.htm&release=264.0.0&type=5)** Connect Agentforce Service agents to enhanced Messaging channels. If your bot is connected to enhanced Messaging channels, you can connect your agent to your bot’s channels and Omni-Channel flows. Before connecting your Agentforce Service Agent to channels, activate it. - **[Transfer Conversations from an Enhanced Bot to an Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_transfer_conversation.htm&release=264.0.0&type=5)** Transfer conversations from an enhanced bot to an AI agent with an Omni-Channel flow. You can save time and resources by routing customers to the point of contact that fits their use case best—whether that’s a simple self-service bot, AI agent, or service rep. For example, an Einstein bot can greet customers, resolve common inquiries, verify customer information, and filter spam messages. When a customer’s intent is complex, sensitive, or requires more personalization, the bot can transfer the conversation to an Agentforce Service agent. #### See Also - [Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_layer.htm&language=en_US) - [Salesforce AI Use Case Library](https://www.salesforce.com/artificial-intelligence/use-cases/) # Einstein Bots and Your Data Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot. ### Required Editions
View supported editions.
## Hierarchy of Bot Event Data Einstein Bots are structured in a way that is easy for Admins to understand. Like Flows, Bots follow a simple hierarchy: ![A visualization of the levels of bot data.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_data_levels.png) The bot stores different types of data at the Bot Name level versus the Bot Version level. At the Bot Name level, the following data is available: - Bot Name: The bot name listed on the Bot Overview page. - Bot API Name: The API name associated with this bot when it was created. - Bot Description: A short description of the bot. The description is created in the Wizard and can be edited on the Bot Overview page. - [Channel Association](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&release=264.0.0&type=5 "Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows."): The channel name assigned to this bot on the Bot Overview Page. - [Entities](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text."): The type of data that you want to collect from a customer. - Local Intents & Utterances: The utterances used to train this particular bot. - Intent Sets: groups of common utterances used to train intents over multiple bots. At the Bot Version level, different data is stored. A team can have multiple versions of a bot, but only one active version at a time. - Bot Language: The primary language assigned to the bot version in the Wizard. - Bot Response Delay: The amount of time assigned to the bot to wait in between responses. This setting is on the Bot Overview page. - Log Conversations: The setting defined on the Bot Overview Page that instructs the bot to log all conversations. - Bot User: The profile attached to the bot. By default, the profile is the Basic Chatbot User, but if the bot requires access to more objects, create and assign a custom profile. - [Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_dialog_about.htm&release=264.0.0&type=5 "A dialog is the workhorse of your bot’s interaction with your customer."): The dialogs inside the bot. In the Builder, dialogs are in the Dialogs menu. - [Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages."): The variables assigned to the bot. Variables are in the Variables section of the Bot Builder. ## Reporting on Bot Event Data - You can use report types to build bot event data into reports. Bot event data can be built into reports by creating custom report types on the Conversation Definition object. - The entities that you can use inside report types are in the [Bot Data Reference Guide](https://help.salesforce.com/s/articleView?id=service.bots_service_data_reference.htm&release=264.0.0&type=5 "A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots."). - Bot session data is available through standard reports. You can add more data such as chat transcripts, messaging sessions, and bot event logs with access to CRM Analytics. ## Bot Session & Event Data Limitations - An intent set can only be assigned to a single bot intent at a time. - To move the intent set to another dialog, you can remove the original connection on the Dialog Intent page and then reconnect it to the new dialog. - Before you delete a dialog, remove the intent set. If you delete a dialog with an attached intent set, that intent set remains assigned to that dialog. - Due to high volume, bot event and session data are only stored for 7 days. You can download this data or copy it to another object for longer storage. - Turn off the Log Conversation Data setting on the Bot Overview page if you have concerns about the bot capturing personal identifying information (PII) of your customers. ## Deleting Bot Event Data Deleting data at the Bot Version level can have unintended ramifications on the data model. For instance, if a dialog is assigned to an intent set in Version 1 of the Bot and then in Version 2 the dialog is deleted, the intent is still attached to the bot. To back out a dialog intent set from a bot, remove the intent set from the dialog by clicking ![An image of the edit arrow for an intent set.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_data_intent_arrow.png) next to the intent set and clicking Delete. Once removed, the dialog can be deleted and the intent set can be used elsewhere. - **[Bot Data Reference Guide](https://help.salesforce.com/s/articleView?id=service.bots_service_data_reference.htm&release=264.0.0&type=5)** A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots. # Einstein Bots Chat Lighten the load on your support agents with automated chat bots that can address straightforward issues or questions from your customers. ### Required Editions
View supported editions.
![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You receive 25 Einstein Bots conversations per month for each active Digital Engagement user. You can buy a subscription for an additional 100 Einstein Bots conversations per month for use in one org. Conversations must be used within a given calendar month and don't roll over to subsequent calendar months. Learn more about billing for Einstein Bots in [Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&type=5&language=en_US). Salesforce has the right to terminate your access to Einstein Bots if there is any unauthorized use. # Einstein Bots Requirements Before we can have fun with Einstein Bots, we have to finish a few chores. ### Required Editions
View supported editions.
1. Obtain a Service license and a Chat or Messaging license. Each org is provided 25 Einstein Bots conversations per month for each user with an active subscription. To make full use of the Einstein Bots Performance page, obtain the Service Analytics App. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Chat and Messaging licenses support different channels (such as SMS or Facebook Messenger) and might have different requirements. 2. [Enable Lightning Experience](https://help.salesforce.com/articleView?id=lex_enable_intro.htm&type=5&language=en_US). 3. Run the Chat guided setup flow. 4. Enable [Salesforce Knowledge](https://help.salesforce.com/articleView?id=knowledge_whatis.htm&type=5&language=en_US) if your bot serves Knowledge articles to customers. 5. Publish an [Experience Cloud site](https://help.salesforce.com/articleView?id=networks_resources.htm&type=5&language=en_US) (preferable) or a Salesforce site. 6. Provide an [Embedded Chat](https://help.salesforce.com/articleView?id=snapins_chat_overview.htm&language=en_US) button for your customers on your community or site. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You receive 25 Einstein Bots conversations per month for each active Digital Engagement user. You can buy a subscription for an additional 100 Einstein Bots conversations per month for use in one org. Conversations must be used within a given calendar month and don't roll over to subsequent calendar months. Learn more about billing for Einstein Bots in [Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5 "Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance."). Salesforce has the right to terminate your access to Einstein Bots if there is any unauthorized use. # Einstein Bots System Limitations To build better bots, it helps to understand the maximum number of dialogs that can be attached, steps to implement, or the maximum number of versions per bot. ### Required Editions
View supported editions.
## General Limits | Description | Limit | | --- | --- | | Apex calls before an outbound message | 50 | | Active bots and agents per org | 100 | | Conditions per step | 5 | | Dialog groups per bot version | 100 | | Dialogs per bot version | 500 | | Dialogs per bot version in Map View | 400 | | Entities per intent set (domain) | 500 | | Fields selected for each lookup | 10 | | Intents per intent set (domain) | 2000 | | Items for the Bot Options menu | 5 | | Links to other dialogs per bot navigation | 50 | | Quick replies per bot variable operation | 20 | | Steps per dialog | 50 | | Steps under a group step | 5 | | Utterances per MLDomain | 10000 | | Utterances per intent | 2000 | | Values for each list variable entity | 200 | | Variables per bot version | 500 | | Versions per bot | 20 | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The utterance limit applies to the MLDomain that powers an intent set. An MLDomain can be shared across multiple bot versions (active or inactive) and across multiple languages. Utterances that come from any version or language that uses the same MLDomain count toward the 10,000 limit. Some utterances, such as those stored with a null language value, do not appear in the UI but are still included in the MLDomain total. An MLDomain is the machine learning model that stores the intents and utterances for an intent set. A single MLDomain can be reused when a bot is cloned, upgraded, or localized, so multiple bot versions and languages can contribute utterances to the same domain. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip If the same intent set is used across several bot versions or languages, regularly review and delete unused utterances to help avoid reaching the MLDomain limit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You receive 25 Einstein Bots conversations per month for each active Digital Engagement user. You can buy a subscription for an additional 100 Einstein Bots conversations per month for use in one org. Conversations must be used within a given calendar month and don't roll over to subsequent calendar months. Learn more about billing for Einstein Bots in [Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5 "Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance."). Salesforce has the right to terminate your access to Einstein Bots if there is any unauthorized use. ## Time Limits
Description Limit
Apex action time limit (standard bots) 10 to 60 seconds
Apex action time limit (enhanced bots) 10 to 90 seconds
Bot processing time limit 120 seconds
Session inactivity time limit (standard bots on Chat and standard Messaging channels)

2 hours

If the end user requests a transfer to a live support rep, the standard bot attempts to transfer up to the time limit. If no support reps are available at the end of the time limit, the transfer is closed.

Inactive sessions can extend up to five minutes beyond the limit, because the process that closes inactive sessions runs every five minutes.
Session inactivity time limit (standard bots on standard Messaging channels and third-party enhanced Messaging channels)

8 hours

Inactive sessions can extend up to five minutes beyond the limit, because the process that closes inactive sessions runs every five minutes.
# Einstein Classification Key Concepts Explore case classification key concepts including models, segments and examples cases, case automation, and case routing. ### Required Editions
View supported editions.
## Classification In machine learning, classification is the ability to predict labels based on underlying data and data patterns. In Einstein Classification Apps, Einstein learns from your closed-case data and “classifies” field values based on that data. - For Einstein Case Classification, Einstein makes recommendations right after the case is created. - For Einstein Case Wrap-Up and Einstein Voice Wrap-Up, chat service reps see them on-demand or when the conversation ends. ## Model At the heart of Einstein Case Classification and Wrap-Up are classification models. Models are trained on the closed cases' Subject and Description as well as the fields to be predicted. Einstein uses natural language processing (NLP) to identify data patterns in each model's closed cases. If you have the Service Cloud Einstein add-on license, you can create up to five models for each classification app and customize them for different parts of your business. The Try Einstein version lets you create one model for each app. ## Segments and Example Cases When you set up a model, you get to decide what types of cases to focus on. Segments and example cases are optional filters that you can apply to your closed case data. They let you limit the closed cases that Einstein learns from and determine which cases get predictions. If you want, you can specify filter criteria that narrows a model’s scope to a subset, or segment, of cases. Einstein learns from closed cases in the subset and makes predictions on new cases that match your segment criteria. Use segments to focus on cases in a particular business unit. For example, use a segment to predict field values on cases in your Enterprise division. In another model, you can define a segment that represents your Consumer division’s cases. Since Einstein learns from the words that customers use to contact to you, segments can provide helpful context for Einstein's predictions. If you want specific closed cases to serve as examples, define filter criteria that identify example cases. Einstein learns from closed cases that meet your example criteria. If you define a segment and example case criteria, your example cases are a subset of your segment. You can use segments and example cases together to focus on certain types of cases and filter out low-quality data from your model. For example, in your Enterprise division segment, exclude cases with a certain record type or cases that use obsolete picklist field values. Keep in mind that cases from your segment and example filters must meet the minimum data requirements of 400 closed cases created in the past six months. If this requirement isn't met with cases where the Subject field is not empty, the rule is relaxed to include cases where the Subject is NULL. Here’s a summary of these rules.
Approach Cases that Einstein learns from Cases that get predictions
No segment or example cases

All closed cases that:

  • Were created in the past six months
  • Include a subject or description
 All new cases that include a subject or description.
Segment defined

All closed cases that:

  • Were created in the past six months
  • Include a subject or description
  • Meet your segment criteria
 All new cases that include a subject or description and meet your segment criteria
Example cases defined

All closed cases that:

  • Were created in the past six months
  • Include a subject or description
  • Meet your example case criteria
 All new cases that include a subject or description.
Segment and example cases defined

All closed cases that:

  • Were created in the past six months
  • Include a subject or description
  • Meet your segment criteria
  • Meet your example case criteria
 All new cases that include a subject or description and meet your segment criteria.
## Classification Automation and Confidence You can choose to automate field predictions. During setup, you choose case fields for Einstein to predict on cases. When you build your model, you can customize prediction preferences for each field. You set percentage-based prediction confidence thresholds to control when Einstein recommends and selects field values. For Einstein Case Classification, you can also set a threshold for when Einstein saves field values automatically. The more automated the action, the higher the prediction confidence needed. If a prediction doesn’t meet one option’s threshold, Einstein tries the next, less automated option. - Recommend Top Values (less automation): By default, Einstein recommends the top three field values. The service rep selects and saves a value. A confidence threshold isn’t needed. - Select Best Value (more automation): When the prediction meets your confidence threshold, Einstein shows the field with the best value already selected. The service rep confirms and saves the value. - Automate Value (full automation): When a prediction meets your confidence threshold, Einstein saves the best value for the field—no service rep review is needed. You can have Einstein Case Routing run your existing case assignment rules on auto-updated cases. Available only in the paid version of Einstein Case Classification. For each field in an Einstein Case Classification model, you can turn on Select Best Value, Automate Value, or both, or use the default top three recommendations. For an Einstein Case Wrap-Up model, you can turn on Select Best Value or show the default top three recommendations for each field. You can update prediction settings at any time without rebuilding your model. #### See Also - [Run Assignment Rules for Einstein Case Classification](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&release=264.0.0&type=5 "When Einstein Case Classification automatically saves predicted field values to a case, Einstein Case Routing can use your existing case routing logic to route the case to the right service rep. You need the Service Cloud Einstein add-on license to use Einstein Case Routing.") - [Einstein Classification Prediction Confidence](https://help.salesforce.com/s/articleView?id=service.cc_service_confidence_faq.htm&release=264.0.0&type=5 "Review common questions about field prediction options and confidence thresholds.") # Einstein Classification Prediction Confidence Review common questions about field prediction options and confidence thresholds. ### Required Editions
View supported editions.
## Determine Your Level of Automation When your model is active, Einstein predicts the value of every field that’s selected in your model. You can control how much prediction automation you’re comfortable with. For each field in your model, customize the level at which Einstein selects or saves field values. For Einstein Case Classification, three levels of prediction automation are available. For Einstein Case Wrap-Up, two levels are available. - Recommend Top Values (less automated): Available for Case Classification and Case Wrap-Up. By default, Einstein recommends the top three field values. The service rep selects and saves a value, so a confidence threshold isn’t needed. - Select Best Value (more automated): Available for Case Classification and Case Wrap-Up. When a prediction meets your confidence threshold, Einstein shows the field with the best value selected. The service rep confirms and saves the value. - Automate Value (fully automated): Available for Case Classification only. When a prediction meets the confidence threshold, Einstein saves the best value for the field on the incoming case. No service rep review is needed. You can have Einstein Case Routing run your case assignment rules on auto-updated cases. ## Learn About Confidence Thresholds Prediction confidence measures the likelihood that Einstein’s best prediction for the field value is correct. The higher the confidence level of a prediction, the more likely that it’s correct. Einstein classification apps measure prediction confidence as a percentage. For each field in your model, you set a prediction confidence threshold from 0% to 100% for the Select Best Value or Automate Value options. The threshold represents the minimum required confidence level for Einstein to select or save a predicted field value. Because Einstein Case Classification can save a prediction automatically, the confidence threshold for a field’s Automate Value must be higher than its Select Best Value threshold. Confidence thresholds create a clear, stepped path for Einstein to follow when predicting a field’s value. For example, for Einstein Case Classification, if the prediction confidence level is- - Above the field’s Automate Value threshold, Einstein updates and saves the field. - Under the field’s Automate Value threshold but above the Select Best Value threshold, Einstein selects the best value. - Under both thresholds, Einstein recommends the top three values but doesn’t select or save one. In other words, the more automated the action, the higher the prediction confidence needed. If a prediction doesn’t meet one option’s threshold, Einstein falls back to the next, less automated option. For Case Wrap-Up, if the prediction’s confidence level is above the Select Best Value threshold, Einstein selects the best value. If the level is below that threshold, Einstein instead recommends the top three values. ## Choose Your Confidence Threshold Your automation sweet spot depends on your business processes and comfort with risk. A lower confidence threshold means more predictions but potentially less accuracy. In general, set a relatively low threshold for Select Best Value because the service rep can review and correct the value if needed. Because errors can be more costly in full automation in Einstein Case Classification, start with a high threshold for Automate Value. To test automating field predictions with Einstein, start with the default top-three recommendations where the service rep must select and save the field value. After you’ve monitored the impact, try turning on Select Best Value, Automate Value, or both for the field. You can update prediction settings at any time without rebuilding your model. # Einstein Conversation Mining Report Results Review your Conversation Mining report results and act on the top contact reasons by adding them to a bot. ### Required Editions
View supported editions.
## View Your Einstein Conversation Mining Reports Topics are groups of contact reasons that live in the same category. View details about the topics and then view the contact reasons inside each topic. Download the data on topics to see all the contact reasons associated with the topic, or download the excerpts related to each contact reason. When you click a report name, the main page shows contact reasons. To modify the results, filter contact reasons by conversations with service reps or bots. Contact reasons filtered by service reps can identify reasons that are ideal for automation, helping to reduce the load on your service reps. You can also view your report insights in a Service Intelligence dashboard. See [Service Intelligence Einstein Conversation Mining Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_mining.htm&type=5&language=en_US). ## Act on Your Einstein Conversation Mining Reports Send contact reasons to a bot or intent from the Einstein Conversation Mining page. Alternatively, access Einstein Conversation Mining reports while building a bot in Einstein Bot Builder. - **[Create a Dialog from an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_create_dialog.htm&release=264.0.0&type=5)** Create a bot dialog based on a contact reason directly from Einstein Conversation Mining. - **[Add to a Dialog from an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_add_to_dialog.htm&release=264.0.0&type=5)** Send excerpts from a specific contact reason to an Einstein Bot dialog. - **[Create an Intent from an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_create_intent.htm&release=264.0.0&type=5)** You can add excerpts to an intent that’s part of an intent set directly from Einstein Conversation Mining. Then, share the intents across many bots. - **[Add Excerpts to an Intent from an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_add_to_intent.htm&release=264.0.0&type=5)** If you have an intent set and want to add excerpts to an intent, you can move them directly from Einstein Conversation Mining. - **[Move Excerpts Within an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_move_excerpts.htm&release=264.0.0&type=5)** You can move excerpts into a contact reason to create your dataset. #### See Also - [_Einstein Bots_: Add a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_new_dialog.htm&type=5&language=en_US) - [_Einstein Bots_: Create a Bot from Your Data (Beta)](https://help.salesforce.com/s/articleView?id=service.bots_service_create_bot_from_data.htm&type=5&language=en_US) # Einstein for IT Services Einstein automates IT service management. Generate problem records from incidents, and draft change requests based on current record data. Use AI to route records to the appropriate queue, and use prompt templates to draft contextual knowledge articles. Streamline configuration tasks by linking affected configuration items (CIs). ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
- **[Set Up Einstein Features for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_setup_features.htm&release=264.0.0&type=5)** Configure Einstein and Data Cloud to integrate AI into your IT service management workflows. - **[Work with Einstein Features for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_working_parent.htm&release=264.0.0&type=5)** Use Einstein to automate IT service management tasks. Route incidents and problems, generate problem records, and draft change requests based on issues. Identify affected configuration items (CIs), and create structured knowledge articles to standardize and accelerate the resolution process. # Einstein for Service Overview Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited with Agentforce 1 Service Editions
Learn about the key metrics on the Overview tab. | Metric | DESCRIPTION | | --- | --- | | Overall Usage | Shows the total number of cases where agents used the selected AI product. Use this metric to understand the volume of platform adoption. | | As-is Usage | Shows the percentage of AI recommendations used without making any edits. Use this metric to evaluate the accuracy and quality of the AI model. | | Overall AHT | Shows the average handle time for all service cases within the selected period. Use this metric to track key efficiency metrics across the service center. | | Overall ESAT | Shows the employee satisfaction score calculated from direct agent feedback (thumbs up or down). Use this metric to measure the quality and effectiveness of AI-driven services. | | Usage Distribution | Shows the ratio of AI-generated responses versus human-modified responses. Use this metric to identify how heavily agents rely on AI assistance. | | Usage Trend | Shows the adoption rate of AI-generated content versus human-modified content over time. Use this metric to monitor growth or decline in AI utilization. | | Response Quality | Shows the breakdown of responses sent as-is, modified, or overwritten. Use this metric to monitor the AI meets high-quality standards. | | Response Quality Trend | Shows the performance of response quality over time. Use this metric to observe improvements or deterioration in the accuracy of AI suggestions. | | CSR Group Adapters | Shows the agents or groups with the highest AI usage. Use this metric to recognize internal experts and early adopters. | | CSR Group Adoption Trend | Shows the rate at which different agent groups adopt Einstein for Service over time. Use this metric to guide targeted roll out strategies. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The dashboard shows data up to the previous day in UTC. # Einstein Generative AI Setup Enable your HR service agent to access generative AI features to create personalized and contextually relevant content, enhancing employee engagement. ### Required Editions
View supported editions.
Complete these steps to set up Einstein Generative AI. - Step 1: Verify Data 360 in your org. - Step 2: Turn on Einstein Generative AI. - Step 3: Set up Einstein Trust. - Step 4: Turn on Einstein data collection and storage. See [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US). # Einstein Knowledge Creation Optimize service rep productivity and efficiently grow your knowledge base with AI-generated article drafts. Use the standard prompt templates or build custom prompt templates so reps can draft fluent, relevant articles from any record, that they review, edit, and save. You can also use Knowledge Edits to quickly revise Knowledge fields with predefined styles. As your knowledge base develops, your team can quickly find answers to issues and address emerging customer pain points. ### Required Editions
View supported editions.
Einstein Knowledge Creation uses Prompt Builder for templates. Start with the two standard templates, or create custom templates, so reps can draft articles from any record, such as cases, incidents, or work orders. Reps can choose the template that fits the scenario and create articles directly from a record or conversationally through Agentforce. To learn how you can connect your knowledge from third-party systems, and use that knowledge to ground generative AI features for Einstein for Service, see [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&type=5&language=en_US). - **[Learn About Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent_learn.htm&release=264.0.0&type=5)** To get started with Knowledge Creation, learn how to identify the right Knowledge fields for each Knowledge record type. Next, review the response type glossary, and see an example of Knowledge Creation in action. - **[Set Up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&release=264.0.0&type=5)** Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation. - **[Draft a Knowledge Article with a Prompt Template](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_template_draft_article.htm&release=264.0.0&type=5)** Draft Knowledge articles from any record, such as a case, incident, or work order, without writing them manually. Select the prompt template that fits your scenario, then review and edit the AI-generated draft before you publish it. - **[Draft a Knowledge Article with Agentforce](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_agentforce_draft_article.htm&release=264.0.0&type=5)** You can ask Agentforce to create a Knowledge article with your prompt templates from anywhere in the app. Tell Agentforce which record to base the article on and which template to use, and then review and edit the draft before you publish it. - **[Revise Your Knowledge Articles with Einstein](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_einstein_edits.htm&release=264.0.0&type=5)** Use Einstein generative AI to revise fields on your Knowledge articles and with predefined styles. Predefined styles can improve the grammar, conciseness or readability of your articles. - **[Einstein Knowledge Creation Usage and Tracking](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_usage_and_tracking.htm&release=264.0.0&type=5)** Einstein Knowledge Creation charges only for the articles you generate. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. # Einstein Knowledge Creation Response Glossary Get an overview of each mapping option for knowledge article creation. ### Required Editions
View supported editions.
EnvironmentThe context of the problem, such as conditions, configurations, or versions.
IssueThe description of the customer’s stated problem. Usually the issue being addressed in the knowledge article itself, rather than the technical or root cause of the problem.
ProblemThe technical assessment or explanation of the issue or an underlying condition causing the issue.
Process StepsThe series of actions taken to accomplish a task within the conversation. Process steps are more general than troubleshooting steps and can fill many needs or record types. For example, use them to cover the case intake questions or resolution steps.
Questions and AnswerQuick and easy summaries of the conversation. The question and answer must be mapped in a pair. The question is the customer query or reason for contacting customer support. The answer is the response or solution to the question given in the case or conversation.
ResolutionThe solution or outcome for the problem and conversation.
Root CauseThe sources or origins of the problem. Often more technical underlying issues such as a bug or missing information.
SummaryA synopsis of the conversation or issue. The summary goes over key points in the case like the issue, question, and resolution.
Troubleshooting StepsThe series of actions taken to identify the problem and its root cause. Typically, these steps are more detailed and technical than process steps. Unlike process steps, they detail the individual tasks to identify the issue along with the steps to fix it.
WorkaroundA temporary solution to circumvent the issue or problem.
#### See Also - [Knowledge Fields for Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_learn_knowledge_fields.htm&release=264.0.0&type=5 "Learn how field mapping and response types affect your article drafts.") - [How To Use Einstein Knowledge Creation Responses Across Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_example.htm&release=264.0.0&type=5 "To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario.") - [Set Up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&release=264.0.0&type=5 "Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation.") # Einstein Knowledge Creation Usage and Tracking Einstein Knowledge Creation charges only for the articles you generate. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. ### Required Editions
View supported editions.
For each generative AI feature, service rep usage depends on the size of the request and the number of requests. For Einstein Knowledge Creation, factors that contribute to credit usage are: - Successful generation of a knowledge article: Every successfully generated knowledge article counts against your subscription allowance. - The amount of grounding data: The more case information used to ground the prompts, the larger the request. - The length of the generated knowledge article: The longer the article, the more usage consumed. Only service reps with these permissions contribute to your usage. - Knowledge User permission set - Einstein Knowledge Creation permission set - Data Cloud User permission set - Manage Articles To learn more or get updates on your Einstein Knowledge Creation usage, contact your Salesforce account executive. # Einstein Reply Recommendations Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them. ### Required Editions
View supported editions.
- **[Preparing for Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_prepare.htm&release=264.0.0&type=5)** Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license. - **[Reply Recommendations Key Concepts](https://help.salesforce.com/s/articleView?id=service.reply_recs_key_concepts.htm&release=264.0.0&type=5)** When using Einstein Reply Recommendations, it’s helpful to understand how we identify replies and recommend them to service reps at runtime. - **[Set Up Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_set_up.htm&release=264.0.0&type=5)** Follow a few simple steps to deliver valuable chat and messaging replies to your service reps. - **[Use Reply Recommendations in the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&release=264.0.0&type=5)** When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers. - **[Track Your Einstein Reply Recommendation's Performance](https://help.salesforce.com/s/articleView?id=service.reply_recs_track_performance.htm&release=264.0.0&type=5)** CRM Analytics customers can use the new Einstein Reply Recommendations Value Dashboard managed package to quickly build and dig into reports and visualizations for replies’ business value, KPIs, and exclusive analytics. - **[Maintain Your Recommended Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_maintain.htm&release=264.0.0&type=5)** After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs. # Einstein Service Replies Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page. ## Service Replies Setup Checklist ![Steps to set up service replies and einstsein with a checklist](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_service_replies_checklist.png) See best practices to set up Service Replies and what to expect during your rollout.
Step Where to learn more

Step 1. Check your Einstein readiness.

See whether you meet the license and edition requirements. If you aren’t sure, contact your Salesforce account executive to get started.

 Salesforce.com: Salesforce Einstein Pricing and Readiness Guide

Step 2. Set up Service Replies.

To get started, turn on replies. You can use Service Replies in messaging, chat, and email conversations. To ground Service Replies for Chat in your Knowledge base or uploaded files, assign an Agentforce Data Library.

For Service Replies for Email, Article Recommendations helps you find articles that are most relevant to your customer queries. Service reps can then select and draft an email from the recommendations.

Then, give your service reps a permission set so they can use replies.

Set Up Service Replies for Chat

Set Up Data Libraries

Set Up Service Replies for Email

Set Up Article Recommendations

Step 3. Customize Service Replies for Chat in Prompt Builder.

Determine how Einstein drafts replies when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes, or adjust the voice and tone so that responses fit your business needs.

 Service Replies Prompt Templates

Step 4. Get acquainted with Service Replies in the console.

For chat and messaging sessions, see how service reps select, edit, and post replies. Einstein even shows you whether replies are based on conversation context or grounded in your data.

For email, see how service reps select an article for Einstein to draft a reply and then edit and send it to customers all from the case page.

Service Replies for Chat in the Console

Service Replies for Email in the Console

Step 5. Share insights from your data.

Based on data from your Salesforce org, share insights with your team with generative AI Feedback Data reports and the Audit Trail.

 Share Insights from Einstein Generative AI Audit Data
#### See Also - [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) - [_Trailhead_: Einstein Generative AI: Quick Look](https://trailhead.salesforce.com/content/learn/modules/einstein-gpt-quick-look) # Einstein Service Replies for Chat When a service rep begins a customer Live Chat or Enhanced Messaging session, Einstein analyzes your chat as it unfolds and then drafts replies from context or based on an assigned Agentforce Data Library. With one click, service reps can quickly post replies to customers or edit and polish them first. ### Required Editions
View supported editions.
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Einstein Service Replies for Chat is available in English, Dutch, French, German, Italian, Japanese, Portuguese (Brazilian), Portuguese (Portugal), Spanish (Mexico), Spanish (Spain) and Swedish. - **[Set Up Service Replies for Chat](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_chat_set_up.htm&release=264.0.0&type=5)** Personalize customer service and save service reps' time in just a few steps. - **[Service Replies for Chat in the Console](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_use_service_replies.htm&release=264.0.0&type=5)** See how replies appear in the console. - **[Service Replies for Chat Usage and Tracking](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_credit_usage_tracking.htm&release=264.0.0&type=5)** Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. # Einstein Service Replies for Email Create personalized service experiences and reduce service rep handling time with AI-generated email responses, grounded in your knowledge base. When service reps select a recommended article on a case, Einstein analyzes it and then drafts an email response based on the article. You can also set up service replies to draft email responses by using up to three articles that are relevant to a case. Service reps can then review, edit, and send it from the Lightning email composer or can copy and paste it into an outside email provider. ### Required Editions
View supported editions.
![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). - **[Setting Up Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_setup.htm&release=264.0.0&type=5)** Personalize customer service and save service reps' time in just a few steps. - **[Service Replies for Email in the Console](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_console.htm&release=264.0.0&type=5)** Service Replies for Email generates an email response based on knowledge articles relevant to your case. Simply draft, edit, and send emails from the Case page in the Lightning Service Console. - **[Set Up Service Replies for Email and Prompt Builder](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_prompt_builder.htm&release=264.0.0&type=5)** Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution. - **[Use Pre-Made Email Templates to Draft ‌Service Emails](https://help.salesforce.com/s/articleView?id=service.service_replies_email_prompt_templates.htm&release=264.0.0&type=5)** Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Einstein pulls in the customer’s name and information from a case to customize your email, creating a personalized output every time. - **[Service Replies for Email Usage and Tracking](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_credit_usage.htm&release=264.0.0&type=5)** Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. # Einstein Service Replies Preview Default Settings When you turn on Einstein Service Replies in Salesforce Go, these settings become active. ### Required Editions
Salesforce Go is available in Lightning Experience
Available in: Pro Suite, Professional,Enterprise, Unlimited, and Developer editions with Agentforce Service (formerly Service Cloud)
## Default Settings Einstein Service Replies interacts with other features, so it's important to understand its effects when enabled.
Setting What It Does Considerations
Turn on Email-to-Case Enables Email-to-Case and all of its automated setup settings in Salesforce Go.

Required for Einstein Service Replies for Email.

After you turn on Email-to-Case, you can’t turn it off, but you can update its settings.

Turn on Knowledge Enables Lightning Knowledge. Required for grounding Einstein Service Replies for Chat and Einstein Service Replies for Email in Knowledge articles.
Turn on Enhanced Chat Enables Enhanced Chat and all of its automated setup settings in Salesforce Go. Required for Einstein Service Replies for Chat.
Turn on Einstein Generative AI Enables Einstein Generative AI. Required for Service Replies.
Turn on Einstein Service Replies for Chat Enables Einstein Service Replies for Chat. Required for Service Replies for Chat. If you don't want to use Service Replies for Chat, you can turn off this setting.
Turn on Einstein Service Replies for Email Enables Einstein Service Replies for Email. Required for Service Replies for Email. If you don't want to use Service Replies for Email, you can turn off this setting.
#### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) - [Email-to-Case Preview Default Settings](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_default_settings.htm&language=en_US) - [Messaging for In-App and Web Preview Default Settings](https://help.salesforce.com/s/articleView?id=service.messaging_miaw_default_settings.htm&language=en_US) # Email and Group Management Templates Use these templates to manage the lifecycle of employee email accounts, distribution lists, and shared mailboxes. Provide employees with structured intake forms for account creation and group management, ensuring consistent data capture and automated fulfillment workflows for your IT and administration teams. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
- **[Request New Distribution List or Group](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_dstrbtn_list.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new email distribution lists or groups. - **[Request New Email Account (with Microsoft Entra ID)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_new_email.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new employee or role-specific email accounts. - **[Request Shared Mailbox](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_shared_mailbox.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for new shared mailboxes. - **[Request Add or Remove Group Members](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_add_rmv_grp_mmbrs.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request adding or removing members from Active Directory (AD) groups. - **[Manage Active Directory Group Membership](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mgmt_ad_grp_mmbr.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request changes to Active Directory group memberships. - **[Request Group or Team Owner Change](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_grp_team_ownr_chng.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a change of owner for a Microsoft Entra group or team. - **[Request Distribution List Membership Update](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_dist_list_mmbr_updt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request updates to an existing distribution list. - **[Request Google Workspace Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ggl_wrksp_acct.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a new Google Workspace account. # Email Customers Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields. ### Required Editions
View supported editions.
User Permissions Needed
To send emails: Access Activities
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To email customers from the Service Console, Email-to-Case must be enabled in your org. - **[Move Emails to a Different Case](https://help.salesforce.com/s/articleView?id=service.move_email_agents.htm&release=264.0.0&type=5)** Keep emails correctly sorted when a customer replies to a thread with information about a different case. - **[Email Customers in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_email_lex.htm&release=264.0.0&type=5)** Use the email publisher in case feed to answer customer questions and resolve customer issues in Lightning Experience. - **[Email Customers in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_parent_agent_email.htm&release=264.0.0&type=5)** Work with email in the case feed in Salesforce Classic. - **[Set Up a Default No-Reply Email Address](https://help.salesforce.com/s/articleView?id=service.email_default_no_reply.htm&release=264.0.0&type=5)** Use an org-wide system email address to send your customers automated email about their cases. To include case details and customize your email template, create a verified custom No-Reply address. Otherwise, when you turn on Send Case Notification from System Address, email notifications for incoming emails on existing cases, Case Comment, Case Escalation, and Case Assignment send from noreply@salesforce.com. Emails sent from noreply@salesforce.com can’t be customized for security reasons and don’t include case details or customer information. - **[Merge Fields for Cases](https://help.salesforce.com/s/articleView?id=service.merge_fields_cases.htm&release=264.0.0&type=5)** The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field. # Email Customers in Lightning Experience Use the email publisher in case feed to answer customer questions and resolve customer issues in Lightning Experience. ### Required Editions
View supported editions.
![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To email customers from the Service Console app in Lightning Experience, Email-to-Case must be enabled in your org. To get started, open a case in the console. In the case feed publisher section, click **Email**. You can insert merge fields, look up contacts, preview emails, clear emails, and more from the email publisher. You can also insert Salesforce Classic and Lightning Experience email templates, attach files, and remove attachments if you change your mind. ![Screenshot of the case feed publisher in Lightning Experience.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/lex_case_feed_email_publisher.png) Here are some things to keep in mind when working with emails in Lightning Experience. Look up contacts To look up contact email addresses, click the lookup icon in the To, CC, or BCC field. In the email composer, you can filter contacts by account contacts and by your colleagues (internal users). To add contacts as email recipients, select the contacts and click **Add**. Don't see who you're looking for? You can search by name. Note that you can select email address pills by clicking on them, unless you are using Safari. Attachments To attach multiple files from your computer, drag the files to the body of the email. You can drag as many files as you want, but the files can’t be more than 2 GB. To attach files uploaded in Salesforce, use the attachment icon. Merge fields Merge fields resolve only on send and preview. The field appears as plain text when inserted into the publisher. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip You can insert merge fields that aren't listed in the dialog box, such as merge fields for accounts or contacts. Enter them as plain text and use the preview button to review before sending. Email templates You can insert Lightning Experience and Salesforce Classic templates. When you insert a template, the subject is replaced with the template’s subject. If you insert a responsive email template that includes an HTML ``, ``, ``, or `<style>` tag, the template overwrites the content in the email body. Don't worry – we display a confirmation message, so you know before anything is overwritten. Email drafts A working draft of your email is saved every few seconds when you compose, reply, or forward an email. You can leave it and return to it at any time. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Email drafts are private and can’t be shared. Email status The email history shows replies sent by the Salesforce user, starting with the most recent reply. The message details include an email status. | Email Status | Description | | --- | --- | | New | An inbound email that hasn’t been read. | | Read | An inbound email that has been read but not replied to. | | Sent | An outbound email. | | Replied | Any email that has been replied to. Replying to a sent email gives it a Replied status. | The status of an email is Replied when it’s replied to directly. For example, if you send an outbound reply to an inbound email, its status is Replied. If you then send a subsequent outbound reply to the same inbound email but don’t reply directly to the first outbound reply, then the status of the first outbound reply is set to Sent. Preview emails Use preview to review an email and its merge fields before sending. Delete and clear emails The trash icon deletes the working draft and resets the fields to the original state. The behavior differs depending on whether email drafts are enabled. - When email drafts aren’t enabled, this action clears the body, subject, and added recipients, reverting the email to its original state. - When email drafts are enabled, it deletes the draft and then reverts. Pop-to-docked email composer Open the docked email composer, which appears on the side of the console, so that it's easier to view the case feed while replying to an email. You also can maximize the email composer from the docked composer to help you focus on writing. To open the docked composer, click the popout-to-docked view icon in the email composer toolbar. If your admin enabled email drafts, then the popout-to-docked view button is disabled. Docked email composer When you send an email using the docked email composer, only a partial page refresh occurs. Images Embed images into messages by copy and pasting, providing an image URL, and browsing for or uploading Salesforce Files. The behavior for each method is slightly different. - Copy and paste—Supports all image file types. The image is added as an attachment and inline, and the inline image can be resized. Images in case emails have a maximum size of 1 MB. In other emails, the maximum is 5 MB. Microsoft Edge isn’t supported. Internet Explorer 11 or earlier doesn’t allow resizing images. - Web URL—No maximum file size. The image is added inline and can be resized. The image isn’t added as an attachment, and it isn’t converted to a Salesforce File. The default description text for an image is set to “User uploaded image.” - Browse or upload Salesforce File—Creates a Salesforce File from an uploaded file, or inserts an existing Salesforce File. The file size limit is based on the limits for Salesforce Files. The image can’t be resized from the message itself. The image is added as an attachment and inline. If a content version for a Salesforce File changes, messages that used an older version of the Salesforce File aren’t updated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When using the case email publisher in Lightning Experience, email attachments are included only when you forward messages, but not when you reply to messages. Tables To add a table to an email, click the table icon in the email composer’s actions menu and fill out the table settings. Then, add your content to the table. Use the email composer actions menu to style the contents or insert images in the table. To edit the table’s cell spacing, padding, and alignment, double left-click on a table border. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - The table action isn’t available in the Lightning email template editor. - Tables can be copied and pasted into the email composer from other applications, but the styling can be affected. - Depending on where you’re viewing a table in Salesforce, table borders can appear as a double or single line. Code Samples Insert a code snippet that retains the code formatting by clicking the code sample icon and pasting the code into the code window. Keep in mind that your Salesforce admin can customize the email experience for cases. See [Create a Send Email Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_create.htm&release=264.0.0&type=5 "Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app."). #### See Also - [Merge Fields for Cases](https://help.salesforce.com/s/articleView?id=service.merge_fields_cases.htm&release=264.0.0&type=5 "The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field.") <!-- document id=69fd1711d14d72f214f842544ab0065c31bae26b2ead5b4e2aed953674bbece0 url=/admin/current/en-us/service/264-0-0/case_interaction_parent_agent_email.md --> # Email Customers in Salesforce Classic Work with email in the case feed in Salesforce Classic. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Working with Case Emails in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.cases_email.htm&release=264.0.0&type=5)** Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it. - **[Send and Reply to Email in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5)** Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers. - **[Attach Images and Files to Emails in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_attaching_files_to_email.htm&release=264.0.0&type=5)** Give customers comprehensive information to help resolve their issues more quickly by attaching files to email messages, and add inline images to include pictures that enhance your text. - **[Use Email Templates in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_email_templates.htm&release=264.0.0&type=5)** Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed. - **[Work with Draft Emails in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_draft_emails.htm&release=264.0.0&type=5)** With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages. - **[Review and Approve Email Drafts in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_approving_drafts.htm&release=264.0.0&type=5)** Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers. - **[Customize Emails with the Rich Text Editor in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5)** The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links. <!-- document id=31ba170ada4411e2d5ee5c08ce4431bb241c893cd0674a81520ab9f4b20fbc2a url=/admin/current/en-us/service/264-0-0/workforce_engagement_about_intraday_management_notifications.md --> # Email Notifications for Intraday Management Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d151196e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151196e58 ">To receive email notifications from Intraday Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d151196e58 ">Workforce Engagement Agent</td> </tr> </tbody> </table> Email notifications are turned on when Intraday Management is enabled in Setup. Email notifications are sent to the email address in the Email field on an agent’s user profile. Agents are emailed when these changes occur. - The agent is assigned to a published shift that ends in the future. The email includes the shift number and the start and end dates and time. - The job profile associated with the agent’s assigned shift change. The email includes the affected shift and which job profile is now in place. To qualify for the notification, the assigned shift must be published with a future end date. - The shift segment type associated with the agent’s assigned shift segment change. The email includes which segment type the agent is now assigned to and the segment’s start and end dates and time. To qualify for the notification, the assigned shift must be published with a future end time. The associated shift segment must also end in the future. - The agent is assigned to a new shift segment, overriding a previous shift segment assignment. The email includes which segment type the agent is now assigned to and the segment’s start and end dates and time. To qualify for the notification, the assigned shift must be published with a future end time. The associated shift segment must also end in the future. You can also set up an approval process and flow to let agents accept or reject shift changes after they’ve been notified. All email notifications are activated when you enable Intraday Management; it’s not possible to only activate certain notifications. You can disable email notifications using the API. <!-- document id=99ef48bce2df0156f399e4467abf442781c0053d299761aca6b0d528fc010d35 url=/admin/current/en-us/service/264-0-0/macros_supported_email_publisher_actions.md --> # Email Publisher Actions Supported in Macros These actions are available when you click **Select Email Action** in the macro instructions. Email actions let you modify text in emails in Case Feed. You can create and run macros to perform these actions on the Email Publisher in the Salesforce Console for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use these actions, you must have the Email Publisher enabled in your Salesforce org and added as a console component to the case page layout. Bulk macros are supported for Email Publisher actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Email Publisher Actions Supported in Macros"> <caption>Email Publisher Actions Supported in Macros</caption> <colgroup> <col style="width:16.666666666666664%"> <col style="width:66.66666666666666%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108617e74">Action </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108617e77">Description</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d108617e80">Supported in Bulk Macros?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Replace To Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the email addresses in the To Address field and replaces them with the specified email addresses. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Add to To Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Adds these email addresses to the To field, but does not delete any addresses already in the To field. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Replace CC Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the email addresses in the CC Address field and replaces them with the specified email addresses. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Add to CC Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Adds these email addresses to the CC field, but does not delete any addresses already in the CC field. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Replace BCC Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the email addresses in the BCC Address field and replaces them with the specified email addresses. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Add to BCC Addresses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Adds these email addresses to the BCC field, but does not delete any addresses already in the BCC field. To use multiple email addresses, separate them with a comma.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Set From Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the email address in the From Address field and replaces it with the specified email address. </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Replace Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the Subject field and replaces it with the specified text.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Add to Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Appends this text to the end of the Subject field, but does not delete any existing text already in the Subject field. </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Replace HTML Body</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Clears the contents of the email body and replaces it with the specified HTML content.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Insert into HTML Body</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Adds a QuickText or Text into the HTML body text, but does not delete any existing text already there. The QuickText or Text is inserted at the cursor position.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Apply Email Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 ">Inserts the specified email template into an email in the active case tab.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e74 ">Submit Action</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d108617e77 "> <p>Tells the macro to perform these instructions when someone runs this macro. </p> <p>A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions.</p> <p style="margin-bottom:0;">A macro that contains a Submit Action instruction can be run as a bulk macro. You must have the Run Macros on Multiple Records user permission to run bulk macros.</p> </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d108617e80 ">Yes</td> </tr> </tbody> </table> <!-- document id=2b77361c14368193638f66bbcabc64b106755cc6467b10e997e771bc726b9ddd url=/admin/current/en-us/service/264-0-0/safety_cloud_email_notifications.md --> # Email Templates and Notifications Safety Cloud supports sending emails to Slack and using email templates to optimize communications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Setup Safety Cloud Notifications with Slack You can integrate your email with Slack to send emails to a particular Slack channel. For example, you can create a setup that sends alerts for positive test results to a Slack channel. For information on how to send emails to Slack, see [Send emails to Slack](https://slack.com/help/articles/206819278-Send-emails-to-Slack). ## Safety Cloud Email Templates Safety Cloud comes with Classic email templates that you can customize for your events. Use email templates to save time and standardize email sent by you or others in your organization. Use data integrations with Marketing Cloud Engagement to send dynamic responses and notifications to your visitors. For information about how to use email templates, see [View and Edit Email Templates in Salesforce Classic](https://help.salesforce.com/s/articleView?id=sales.admin_viewing_emailtemplates.htm&type=5&language=en_US). #### See Also - [Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5 "Safety Cloud includes the custom triggers listed and described here.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5 "You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") <!-- document id=95c64e8e1197b614566a72011cd246c5a3e964f63e3d5cc6e587ea2d12a97ce0 url=/admin/current/en-us/service/264-0-0/faq_cases_email.md --> # Email-to-Case Considerations Review considerations and limitations for Email-to-Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> ## How Email-to-Case Treats Long Emails Email-to-Case automatically shortens email body text to 131,072 characters. Email headers have a maximum length of 32,000 characters. The 131,072 limit includes HTML encoding and newlines in addition to the text of the email. So when an email is truncated, service reps typically see fewer than 131,072 characters of the email in the email composer or case feed. ## How Email-to-Case Treats Inbound Emails Sent by Salesforce Auto-Response Rules Inbound auto-response emails from Salesforce aren’t attached to cases. If an inbound email is identified as an auto-response, Email-to-Case ignores it, regardless of whether it came from the same Salesforce org or a different one. The inbound email isn’t attached to the related case and doesn’t create a new case. ## EmailMessage Status Field The status of a sent email will initially be set to Sent regardless of whether the action was reply or forward. This status may be updated later if the email is replied to or forwarded. The status is a representation of the latest action that occurred on that email. ## Inbound Email To and CC Address Storage Addresses for inbound email exhibit these behaviors. - Duplicate email addresses, including email addresses with different display names, are removed so that each email address stored in the EmailMessage record is unique. - The original ordering of email addresses from inbound and outbound email can change. Customizations you build, as well as variations in the way email data is stored and displayed, can all cause changes in the ordering. - BCC addresses aren’t stored for inbound emails because those addresses aren’t available to the recipient. ## Using Multiple Support Addresses ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Sending an email to multiple Email-to-Case routing addresses isn’t recommended. If you set up more than one email routing address, ask your customers to email only one address at a time, and include only one routing address in their email thread. Sending an email to more than one routing address isn’t recommended because Email-to-Case creates duplicate cases but threads only to the case with the most recent email activity. A better approach is to have your customers send emails to a single routing address. That way, each customer issue gets its own case, and email responses are threaded to that case as expected. If your intent in using multiple addresses is to engage multiple support teams, consider setting up [case teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&type=5&language=en_US). Or create tasks or use a custom object on your cases to track related work items. ## Order of Record Creation in Email-to-Case When developing custom code, it helps to understand the order in which Email-to-Case creates records. When an incoming email is sent to a support address, Email-to-Case determines if it’s associated with an existing case. When there’s no matching case: 1. Email-to-Case creates a Case record and populates case fields. 2. Email-to-Case creates an EmailMessage record for the received email. 3. Email-to-Case creates a Task record if Create Task from Email is enabled for the routing address. 4. Email-to-Case creates Attachment or ContentDocument records if the email includes attachments. If the option is selected to create attachments as Salesforce files, Email-to-Case creates ContentDocument records for the attachments. A ContentDocumentLink record links the ContentDocument record to the EmailMessage record. For an outbound email message, the Email Message record is created after the email is sent. While you can use Apex triggers to update stored Email Message records, you can’t use them to modify sent emails. ## How Email-to-Case Handles Processing Errors If Email-to-Case receives a Salesforce platform or database error when processing an incoming email, it retries multiple times over a 30-hour period. If Email-to-Case still can’t process the email, it notifies the automated case user. Email-to-Case doesn’t retry for these errors. - Errors that result from configuration issues or custom code, such as validation errors, Apex trigger errors, or duplicate value errors. - Non-recoverable errors, such as an invalid email address in the incoming email. - Errors that stem from exceeding Salesforce email limits, such as Email-to-Apex limits. - Errors that result from an external or Salesforce email infrastructure because they occur before the email reaches Email-to-Case. ## Using the Gmail Integration with Email-to-Case in Salesforce Classic When you relate an email to a case, the email is added as an activity. The email appears in the Emails and the Activity History related lists. If you unrelate the email in Gmail, the email is no longer in the Email related list, but it remains in the Activity History related list. ## Using the From Field in the Email Quick Action All users can use a verified Email-to-Case service email address in the From field on the Email quick action. For example, if you add _support@mycompany.com_ as a routing address, all service reps can select that address in the From field when emailing a customer. The From address picklist is sorted in this order: 1. Current sender primary email address, followed by the return address if it’s different from the primary email address. 2. Allowed Email-to-Case addresses, ordered by email display name. 3. Allowed Org-wide email addresses, ordered by email display name. The From email address is replaced with the Reply-To email address if two conditions are met:  - The From email address of an EmailMessage is the same as a routing address in the org. - The Reply-To email address is not blank. If other email addresses in an org, such as a user’s address or an org-wide address, are the same as an Email-to-Case routing address, the From address picklist shows only the Email-to-Case routing address. Even if the other addresses have different display names, the picklist shows only the routing address. Similarly, if a user address and an Org-wide address are the same, the picklist will show only User emails. This behavior is limited to Lightning Experience. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Using the same email address for Email-to-Case routing and for other purposes isn’t recommended because doing so can result in email loops. ## Some Email Addresses Are Stripped Out on Email-to-Case Replies When replying using Email-to-Case, some email addresses can be stripped from the To and Cc fields. Salesforce removes these types of email addresses when replying. - Email-to-Case routing addresses - Organization-wide addresses - The email address of the logged in Salesforce user replying to the email This functionality was implemented to reduce redundancy on the Case record and to prevent email loops from occurring. ## Automate Bulk Email with the QuickActionRequest Class You can send a maximum of 250 emails per hour using Email-to-Case. If you need to send more than 250 emails per hour, automate emails with the QuickActionRequest class. Use the QuickActionRequest class to send emails programmatically without reaching the hourly limit. ## Differences When Using Email-to-Case in Trial Orgs In trial orgs, the Routing Name of a routing address is set as your email address and can’t be edited. #### See Also - [Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&type=5&language=en_US) - [_Knowledge Article_: Default Email-to-Case 'From' address for replies to email](https://help.salesforce.com/s/articleView?id=000386781&type=1&mode=1&language=en_US) - [Email-to-Case Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.email_to_case_limits_and_limitations.htm&release=264.0.0&type=5 "Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large.") <!-- document id=490c34395f114187e6116e4fe835544d75e795512e0d7417914242a252423ba6 url=/admin/current/en-us/service/264-0-0/email_to_case_limits_and_limitations.md --> # Email-to-Case Limits and Limitations Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165704e61">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165704e64">Value</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">The maximum number of emails that all email services combined, including Email-to-Case, can process daily</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 "> <p>The number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000 for all email services combined. </p> <p style="margin-bottom:0;">For example, if you have 10 licenses, your org can process up to 10,000 email messages a day for all email services, including Email-to-Case. Messages that exceed this limit are bounced, discarded, or queued for processing the next day, depending on how you configure failure response settings for each email service.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">Daily inbound email-to-case limit</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 ">250 emails per case per day. This is calculated on a rolling basis by looking back at the past 24 hours when processing each new email.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">Maximum size of inbound emails, including header, message, and attachments</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 ">Under 25 MB</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">Maximum size of outbound emails, excluding headers, attachments, and inline images</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 ">384 KB</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">The maximum email length before an inbound or outbound email is truncated in the Salesforce email message record</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 "> <ul> <li>32,000 characters for email headers</li> <li>131,072 characters for email body text </li> </ul> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e61 ">The maximum number of emails an individual can send per hour. Each recipient counts as one email.</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d165704e64 ">250 emails</td> </tr> </tbody> </table> ## Inbound Email Size Limits The inbound Salesforce Email Server has limits for attachment size and total email size. When an inbound message exceeds 35 MB, either the original sender of the email or the routing address receives a Mailer-Daemon bounce. Whether the sender or the routing address receives the Mailer-Daemon bounce depends on how the routing address redirects the email to the Salesforce Email Services Address. Due to email encoding, total email size when delivered can inflate up to 33%. Thus, the inbound attachment size can range up to 25 MB, depending on other aspects of the email. #### See Also - [Email-to-Case Considerations](https://help.salesforce.com/s/articleView?id=service.faq_cases_email.htm&release=264.0.0&type=5 "Review considerations and limitations for Email-to-Case.") <!-- document id=3d3e53cb8910975dbd6fce0e083b36ce70b1d257eb31738aa9846bac50d76432 url=/admin/current/en-us/service/264-0-0/es_ap_email_to_case_set_up.md --> # Email-to-Case Setup Enable your alumni to submit cases through emails. Email-to-case automatically creates cases from emails. Alumni can seek support without logging in to the Alumni Portal site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Email-to-Case, perform these tasks: - Turn on Email-to-Case. - Configure Email-to-Case. - Add routing addresses. See [Set Up Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&type=5&language=en_US). <!-- document id=9759fca1c258e5eb66847e042913513d566ac0b20ad7297bf497164db4d5b7a9 url=/admin/current/en-us/service/264-0-0/es_email_to_case_set_up.md --> # Email-to-Case Setup Enable your employees to submit cases through emails. Email-to-case automatically creates cases from emails. Employees can seek support without logging in to the Employee Portal site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Email-to-Case, perform these tasks: - Turn on Email-to-Case. - Configure Email-to-Case. - Add routing addresses. See [Set Up Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&type=5&language=en_US). <!-- document id=7a432cc4dcaec0fd40964f1d437e5ab232dea29369953945d86e9abb1a63d5d2 url=/admin/current/en-us/service/264-0-0/support_email_to_case_threading.md --> # Email-to-Case Threading Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> Email-to-Case previously used a threading method called Ref ID threading, and later added support for an alternative method called email header-based threading. Email-to-Case is now transitioning to Lightning threading, a more secure method that combines header-based and token-based threading. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important We strongly recommend that you switch to Lightning threading by enabling the Disable Ref ID and Switch to Lightning Threading release update. Ref ID threading is in maintenance-only mode, and can’t be used with header-based or Lightning threading. For help, see [Update to Lightning Threading for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_update.htm&release=264.0.0&type=5 "Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods."). ## Find Your Current Threading Method If you’re not sure which threading method you’re using, go to the Email-to-Case page in Setup. - If you see settings named **Insert thread ID in the email subject** and **Insert thread ID in the email body**, you’re using Ref ID threading. Enable the release update to switch to Lightning threading. - If you don’t see those settings, you’re using Lightning threading or it’s available in your org. To get the full case-matching benefits of Lightning threading, we recommend: - Select **Insert email threading token in email subject**, **Insert email threading token in email body**, or both: This turns on the token-based component of Lightning threading. Verify that the settings you see contain the word “token”. - Select **Use email headers for threading**: This turns on the header-based component of Lightning threading. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93908e120">Threading Approach</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93908e123">Key Characteristics</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93908e126">Availability</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Threading Approach" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e120 ">Lightning threading (recommended) </td> <td data-label="Key Characteristics" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e123 "><a name="support_email_to_case_threading__ul_upj_xph_g2c"><!-- --></a> <ul id="support_email_to_case_threading__ul_upj_xph_g2c"> <li>Combines token-based and email header-based threading.</li> <li>Incoming emails are matched to cases using a 23-character token in the email subject or body. If no matching case is found, email header-based threading is used.</li> <li>Applies to emails sent from the case feed email composer in Lightning Experience.</li> </ul> </td> <td data-label="Availability" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e126 "> <p>Auto-enabled in orgs created in Spring ’23 or later, and supported only in Lightning Experience.</p> <p style="margin-bottom:0;">Lightning threading is backwards compatible: When you switch from Ref ID to Lightning threading, emails continue to thread to cases using email headers that were previously stored.</p> </td> </tr> <tr class=""> <td data-label="Threading Approach" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e120 ">Email header-based threading</td> <td data-label="Key Characteristics" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e123 "><a name="support_email_to_case_threading__ul_vpj_xph_g2c"><!-- --></a> <ul id="support_email_to_case_threading__ul_vpj_xph_g2c"> <li>Incoming emails are matched to cases using a Message-ID contained in the In-Reply-To or References headers. Salesforce looks for an existing EmailMessage record whose MessageIdentifier field matches the Message-ID.</li> <li>Used if Lightning threading is enabled and no matching case is found using token-based threading. </li> </ul> </td> <td data-label="Availability" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e126 ">Auto-enabled in orgs created in Winter ’21 through Winter ’23. In orgs created in Spring ’23 or later, it’s included as part of Lightning threading.</td> </tr> <tr class=""> <td data-label="Threading Approach" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e120 ">Ref ID threading</td> <td data-label="Key Characteristics" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e123 "><a name="support_email_to_case_threading__ul_wpj_xph_g2c"><!-- --></a> <ul id="support_email_to_case_threading__ul_wpj_xph_g2c"> <li>Incoming emails are matched to cases using a Ref ID string in the subject or body. Outgoing emails sent from the case feed email composer contain a Ref ID.</li> <li>Responses to case email alerts and to emails sent via Apex aren’t added to cases unless you implement a custom solution.</li> </ul> </td> <td data-label="Availability" class="slds-cell-wrap" style="vertical-align:top;" headers="d93908e126 "> <p>No longer recommended; switch to Lightning threading. After you switch to Lightning threading, outgoing emails contain a token instead of a Ref ID.</p> <p style="margin-bottom:0;">If you switch from Lightning threading back to Ref ID threading, emails may not be correctly threaded. </p> </td> </tr> </tbody> </table> ## How Lightning Threading Works In Salesforce, each incoming and outgoing email sent by a person or AI agent is represented by an EmailMessage record. To link incoming emails to related cases, Email-to-Case searches EmailMessage records for matching threading information. Outgoing emails sent from the case feed are automatically linked to the case. Lightning threading relies on tokens in the email subject and body as the primary threading method, and uses header-based threading as a fallback. The tokens and email header information serve as signposts that point Email-to-Case toward any related emails in Salesforce. ![Graphic showing sequence of events when Salesforce attempts to thread incoming emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/threading_graphic.png) Email threading tokens are a unique 23-character string formatted with a prefix and suffix. Here’s an example: `thread::pp5XPGfmNf2hRZdRCWnrohc::`. When Lightning threading is in use, threading tokens are added to the email subject, body, or both of all outgoing case emails. Threading tokens and Ref IDs aren’t shown in the case feed, but reps can see them on the email message detail page or in the composer. When a customer sends your business an email, Email-To-Case follows these steps to try to find a related case: - First, Email-to-Case looks for an EmailMessage record in Salesforce whose token matches the token in the incoming email’s subject or body. If a matching email is found, the customer’s email is linked to the matching email’s related case. - If Email-to-Case can’t find a matching email thread using tokens, it switches to header-based threading. - Email-to-Case searches for an EmailMessage in Salesforce whose Message-ID, stored in the MessageIdentifier field, appears in the incoming email's In-Reply-To header. As of Summer ’20, Salesforce automatically saves the Message-ID of all Email-to-Case emails sent from the case feed. If a match is found, the customer’s email is linked to the matching EmailMessage’s related case. - If no match is found, Email-to-Case uses the References header to search for a match. The References header is a list of Message-IDs from previous emails in a thread. If one or more Message-IDs in References matches an EmailMessage record’s Message-ID, the customer’s email is linked to the most recently created matching EmailMessage's related case. - If no match is found using the In-Reply-To or References headers, Email-to-Case checks the incoming email for an Outlook-specific header called Thread-Index. Thread-Index values are hexadecimal coded when stored to allow for faster database searches. The first 22 bytes of this header uniquely identify the thread. A Thread-Index header on the incoming email longer than 22 bytes means it’s a reply email. In that case, Email-to-Case looks for matching information in the ClientThreadIdentifier field in EmailMessage records. If a match is found, the customer’s reply email is linked to the related case. Thread-Index is stored in ClientThreadIdentifier only when it’s 22 bytes in length, meaning it’s the first email in the thread. This storage policy minimizes the chances of unrelated emails threading to the same case. - If Email-to-Case still can’t find an email with matching information, a new case is created to track the customer’s inquiry. ## Apex Support for Threading In Apex code, you can take advantage of Lightning threading in Email-to-Case. - For incoming emails, include the [EmailMessages.getRecordIdFromEmail](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_EmailMessages_getRecordIdFromEmail.htm) or [Cases.getCaseIdFromEmailHeaders](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_Cases_getCaseIdFromEmailHeaders.htm) methods in your custom email services to retrieve case identifiers from email tokens or email headers, respectively. These methods replace the deprecated getCaseIdFromEmailThreadId method. - For outgoing emails, use the [EmailMessages.getFormattedThreadingToken](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_EmailMessages_getFormattedThreadingToken.htm) or [Cases.generateThreadingMessageId](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_Cases_generateThreadingMessageId.htm) method to include a threading token or email header-based threading information, respectively, in outgoing emails. Email-to-Case can then thread replies to the right cases. ## Learn More If you like learning via audio, this podcast-style audio tour explains how email threading works in Salesforce and how to upgrade to Lightning threading. The audio features an AI-generated conversation between two Salesforce admins. - **[Email-to-Case Threading Limitations & Considerations](https://help.salesforce.com/s/articleView?id=service.email_threading_limitations.htm&release=264.0.0&type=5)** Review limitations and considerations related to email threading in Email-to-Case. - **[Threading Automated Case Emails](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_automated.htm&release=264.0.0&type=5)** When Lightning threading is enabled, the case feed shows case emails sent by service reps or AI agents, and incoming responses to those emails. You can also configure Email-to-Case so the case feed includes certain automated case emails, such as emails sent by auto-response rules or Apex. - **[Update to Lightning Threading for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_update.htm&release=264.0.0&type=5)** Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods. #### See Also - [Knowledge Article: Disable Ref ID and Switch to Lightning Threading](https://help.salesforce.com/s/articleView?id=000355168&type=1&mode=1&language=en_US) - [Email Services](https://help.salesforce.com/s/articleView?id=platform.code_email_services.htm&type=5&language=en_US) <!-- document id=ff856b7863017e3fda065e1a1fe3c143c29da24a0070164a9150044e5d6a8f60 url=/admin/current/en-us/service/264-0-0/email_threading_limitations.md --> # Email-to-Case Threading Limitations & Considerations Review limitations and considerations related to email threading in Email-to-Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce is transitioning to Lightning threading, a secure method that combines header-based and token-based threading. Ref ID threading is in maintenance-only mode. We strongly recommend that you enable the Disable Ref ID and Switch to Lightning Threading release update. For help, see [Update to Lightning Threading for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_update.htm&release=264.0.0&type=5 "Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods."). ## General Considerations - If you have more than one email routing address, ask your customers to email only one address at a time, and not to include more than one routing address in their email thread. Sending an email to multiple Email-to-Case routing addresses causes unexpected results, and this use case isn’t supported. - When two cases are merged, all additional incoming emails are associated with the parent case even if they pertain to the newly merged child case. The service rep performing the merge decides which case becomes the parent case. ## Ref ID Threading If Lightning threading or email header-based threading isn’t enabled in your org: - Responses to case email alerts aren’t added to the case feed. - Incoming email responses that are missing a Ref ID—often caused by the customer modifying the email subject—aren’t added to an existing case. Instead, a new case is created. - Spaces and new lines may be added before and after the Ref ID. ## Email Header-Based Threading - In Winter ’23 and later, email alerts contain the information needed for threading. When you enable email header-based threading, Email-to-Case adds replies to the alert to the case feed. In a pre-Winter ’23 org, if a case email alert was sent before email header-based threading was enabled, incoming responses to the alert aren’t added. - If you use an email relay that changes the Salesforce-generated Message-ID, the relay must also move the original Message-ID into the References header to maintain the threaded conversation. - If you use an email exchange, custom mail transfer agent (MTA), or third-party client, it must maintain the References and In-Reply-To header values. Removing or modifying them can cause new cases to be created. ## Lightning Threading - Caution your customers against modifying the email subject when replying. Depending on the email client, changing the subject can remove email threading tokens and cause new cases to be created. - Avoid using multiple threading tokens in an email, since that can lead to uncertain behavior. If you’re trying to move an email to another case, use the Move Email action. - Incoming responses to pre-Summer ’20 emails that were sent from the case feed email composer aren’t added to the case. - When Lighting threading is in use, emails sent from a case are associated with that case. If a rep wants to reply but create a new case, they must compose a new email, copy in the reply email body, and send the new email to the support address. - If your org ID changes—for example, if you refresh a sandbox—the Case Thread Token associated with the original org ID is no longer valid. ## Threading in Salesforce Classic If you’re using Salesforce Classic and you switch from Ref ID threading to Lightning threading, here’s what to expect. - Threading tokens aren’t added automatically to emails sent in Salesforce Classic. To insert a threading token into an email, use an email template that includes the {{{Case.Thread\_Token}}} merge field. - If a token isn’t found in an incoming email, Email-to-Case defaults to header-based threading. - The Ref ID merge field in email templates, Case.Thread\_Id, no longer gets evaluated, while the threading token merge field, Case.Thread\_Token, is still evaluated correctly. Overall, changes to the Salesforce Classic user experience are minimal. You can switch to Lightning Experience, use Salesforce Classic email templates with {{{Case.Thread\_Token}}}, or proceed with only header-based threading. ## Alternatives to Lightning Threading The Messaging.InboundEmailHandler Apex interface lets you further customize email matching by creating your own custom Apex email service, but we don’t recommend this approach. Lightning threading is the newest and most secure option and includes email header-based threading. #### See Also - [Threading Automated Case Emails](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_automated.htm&release=264.0.0&type=5 "When Lightning threading is enabled, the case feed shows case emails sent by service reps or AI agents, and incoming responses to those emails. You can also configure Email-to-Case so the case feed includes certain automated case emails, such as emails sent by auto-response rules or Apex.") <!-- document id=6b39522e3a4d44b24325419650bc32df7971cdfea238f767dcd5cabd3d72a8eb url=/admin/current/en-us/service/264-0-0/concept_cxi_analytics_dashboards_embed.md --> # Embed Customer Signals Intelligence Analytics Dashboards Customer Signals Intelligence Analytics includes dashboards you can embed and access in Lightning Experience pages. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1974e41">Dashboard</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1974e44">Page to Embed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1974e47">Filter String</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Dashboard" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e41 ">Customer Sentiment Overview</td> <td data-label="Page to Embed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e44 ">Contact, Account, or Lead pages</td> <td data-label="Filter String" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e47 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x" id="concept_cxi_analytics_dashboards_embed__codeblock_osm_4jj_hdc"><a name="concept_cxi_analytics_dashboards_embed__codeblock_osm_4jj_hdc"><!-- --></a><code>{"cdpObjects":{"CXI_EAT_DF_Sentiment__dlm":[{"fields":["CustomerId__c"],"filter": {"operator":"in","values":["$Id"]},"locked":null,"hidden":null}],"CXI_EAT_Contact_Reason__dlm": [{"fields":["CustomerId__c"],"filter":{"operator":"in","values":["$Id"]},"locked":null,"hidden":null}]}}</code></pre> </td> </tr> <tr class=""> <td data-label="Dashboard" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e41 ">Customer Insights</td> <td data-label="Page to Embed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e44 ">Contact, Account, or Lead pages in the Service Console</td> <td data-label="Filter String" class="slds-cell-wrap" style="vertical-align:top;" headers="d1974e47 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x" id="concept_cxi_analytics_dashboards_embed__codeblock_bhz_t4h_hdc"><a name="concept_cxi_analytics_dashboards_embed__codeblock_bhz_t4h_hdc"><!-- --></a><code>{"cdpObjects":{"CXI_EAT_DF_Sentiment__dlm":[{"fields":["CustomerId__c"],"filter" :{"operator":"in","values":["$Id"]},"locked":null,"hidden":null}],"CXI_EAT_Contact_Reason__dlm": [{"fields":["CustomerId__c"],"filter":{"operator":"in","values":["$Id"]},"locked":null,"hidden":null}]}}</code></pre> </td> </tr> </tbody> </table> For general instructions, see [Embed Dashboards in Lightning Pages](https://help.salesforce.com/s/articleView?id=analytics.bi_embed_lightning.htm&language=en_US&type=5). <!-- document id=41670c3592673a0e1ff2875cfb376bb4796214754da9af6793641d04b4c4b182 url=/admin/current/en-us/service/264-0-0/concept_cxi_analytics_dashboards_embed_tableau_next_dashboard.md --> # Embed Customer Signals Intelligence for Tableau Next Analytics Dashboards Customer Signals Intelligence Tableua Next Analytics includes dashboards you can embed and access in Lightning Experience pages. | Dashboard | Page to Embed | Add Filter | | --- | --- | --- | | Customer Sentiment Insights | Contact Pages | To ensure the dashboard displays relevant data on Contact pages, configure the filter to pass the current Contact's unique ID. Set the **Semantic Model** to **Customer Signals Intelligence Analytics**, the **Field** to **Account Contact ID**, and the **Record Value Field** to **Contact ID**. | | Customer Sentiment Insights | Account Pages | To ensure the dashboard displays relevant data on Account pages, configure the filter to pass the current Account's unique ID. Set the **Semantic Model** to **Customer Signals Intelligence Analytics**, the **Field** to **Participant Account ID**, and the **Record Value** to **Account ID**. | | Customer Sentiment Insights | Lead Pages | To ensure the dashboard displays relevant data on Lead pages, configure the filter to pass the current Lead's unique ID. Set the **Semantic Model** to **Customer Signals Intelligence Analytics**, the **Field** to **Lead ID**, and the **Record Value** to **Lead ID**. | For general instructions, see [Embed Dashboards in Lightning Pages](https://help.salesforce.com/s/articleView?id=analytics.bi_embed_lightning.htm&language=en_US&type=5). <!-- document id=03676aaa6f93fcfb01adb36f860561d8e95554207a624f26cc4c670be28d5007 url=/admin/current/en-us/service/264-0-0/snapins_chat_overview.md --> # Embedded Chat Add an embedded chat window to your company website for customers to get quick answers to their questions while browsing your pages. Include a pre-chat form to collect key information and customize the experience to match your branding. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The chat window sits unobtrusively on your web page. When customers want to chat, they click the button to launch. ![Screenshot showing the chat button in the bottom right corner of the browser window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snapins_chat_button_desktop.png) Add a pre-chat form for customers to complete, which helps agents gather basic information like their contact details, before the conversation. ![Screenshot showing the pre-chat form at the bottom right corner of the browser window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snapins_chat_prechat_desktop.png) Customers can start chatting while viewing your web page. They’re also able to minimize the chat window so it’s not in the way. The chat persists across your web pages and their subdomains, so they can continue browsing while waiting or chatting with an agent. ![Screenshot showing a customer waiting for a service agent in the bottom right corner of the browser window.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/snapins_chat_widget_conversation_desktop.png) Embedded chat windows use a Chat deployment that you can quickly configure. Then, simply add the code snippet to the web pages where you want the chat window to be available. Setting up Embedded Chat doesn’t change how your agents chat with customers in their console. - **[Set Up Your Embedded Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_setup.htm&release=264.0.0&type=5)** Ensure that your org meets the following prerequisites before setting up Embedded Chat. Follow these steps to configure the embedded chat window and add to your web pages. - **[Set Up Appointment Management](https://help.salesforce.com/s/articleView?id=service.embedded_services_appointment_home.htm&release=264.0.0&type=5)** Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Flow Builder. You craft the perfect interaction and decide when and how to create related records like work orders. - **[Add an Embedded Flow to Automate a Task](https://help.salesforce.com/s/articleView?id=service.embedded_flows_setup.htm&release=264.0.0&type=5)** Use an embedded screen flow to help customers or users complete simple, automated tasks. An embedded flow is also guest-user friendly because users don’t need to log in to access the flow. - **[Create Embedded Static Resources](https://help.salesforce.com/s/articleView?id=service.embedded_static_resources.htm&release=264.0.0&type=5)** Create and upload JavaScript files to Salesforce as static resources and then apply them to your website or Experience Builder site. With static resources, you can change one or many pages with a few clicks in code settings on existing deployments. - **[Test Your Embedded Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_test.htm&release=264.0.0&type=5)** After adding Embedded Chat to your web pages or Experience Builder site, check the customer’s experience. - **[Embedded Chat Limitations](https://help.salesforce.com/s/articleView?id=service.snapins_chat_limitations.htm&release=264.0.0&type=5)** Before setting up Embedded Chat, consider general guidelines, limitations, and cookies and customer browser restrictions. - **[Embedded Chat Cookies](https://help.salesforce.com/s/articleView?id=service.embedded_chat_cookies.htm&release=264.0.0&type=5)** Embedded Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of your Embedded Service. <!-- document id=11c019bfcc0048813c530088c35e8e1331b39411cbe75415c4242fc41f19072b url=/admin/current/en-us/service/264-0-0/embedded_chat_cookies.md --> # Embedded Chat Cookies Embedded Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of your Embedded Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Salesforce doesn’t currently provide out-of-the-box functionality for end-user cookie consent management for Embedded Service. The platform is compatible with many existing third-party solutions. We recommend that you work with your internal IT teams or consult your implementation partners to identify the right solution for your organization’s needs. Embedded Service collects two different types of cookies: - Required: Strictly necessary for the website to work correctly - Functional: Used for analytics and performance ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Even though Embedded Service can run without the use of a functional cookie, site functionality can be reduced, depending on a cookie’s purpose. This table describes the Embedded Service cookies collected by Salesforce. Cookies for All Users | Cookie Name | Duration | Cookie Type | Description | | --- | --- | --- | --- | | `BrowserId` | 1 year | Required | Used for security protections. Rendered on a subset of Salesforce domains, including .salesforce.com, .force.com, and the domains for Salesforce login pages, Lightning pages, and Experience Cloud sites. | | `sfdc-stream` | 3 hours | Required | Routes server requests within the Salesforce infrastructure for persistent sessions. | | force-proxy-stream | 3 hours | Required | Ensures user requests hit the same Salesforce proxy host to temporarily retrieve content from cache. | | `liveagent_sid` | Session | Functional | Captures a unique pseudonymous ID for a specific browser session during chat. Embedded Service functionality isn’t affected without this cookie. | | liveagent\_invite\_rejected\_\[id\] | Session | Functional | Remembers the rules set by an admin to hide a chat invite button after a visitor accepts or rejects it. Without the cookie, the button repeatedly appears when triggered. | | `language` | Session | Functional | Identifies the language for custom components, surveys, and flows, which support multiple languages. Without this cookie, translations for custom features can appear incorrectly. | #### See Also - [Chat Cookies in Service](https://help.salesforce.com/s/articleView?id=service.chat_cookies.htm&release=264.0.0&type=5 "Chat in Agentforce Service (formerly Service Cloud) uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance.") <!-- document id=cfd7797a39f4f7ddce5d5c3725e54d388c5606b354c9f3dcf1a338b9261cbe45 url=/admin/current/en-us/service/264-0-0/snapins_chat_limitations.md --> # Embedded Chat Limitations Before setting up Embedded Chat, consider general guidelines, limitations, and cookies and customer browser restrictions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ## Feature Availability - Embedded Chat is supported in Agentforce Service (formerly Service Cloud) and Agentforce Sales (formerly Sales Cloud) with an add-on Digital Engagement license. - Embedded Chat isn’t supported on the Salesforce mobile app. ## General - You can’t use Embedded Chat on the same web page or Experience Cloud site as a legacy Chat window. - The Embedded Chat client is written in Aura, which isn’t compatible with LWR templates. - You can’t use Embedded Chat and Appointment Management on the same web page or Experience Cloud site. - When you host your Embedded Chat deployment on a Visualforce page, you must access the page using HTTPS. If you use HTTP, the chat window doesn’t load. - More than one code snippet added to one web page isn’t supported with Embedded Chat. - You can’t add Embedded Chat to Lightning components. Use a Visualforce page, Experience Cloud site, or web property only. - Field-level validation rules aren’t supported with Embedded Chat. - The visitor’s recently viewed pages aren’t updated during a chat. Agent can see only the pages the visitor views before the chat starts. - No limit applies to the number of chats happening simultaneously in a Salesforce org. You have a limit of 40,000 chats per hour and per org. You also have a limit of 7,000 agents online per org simultaneously. - If a user opens the chat in a browser tab, then navigates to a different browser tab, customer time-out can stop working. As a result, the chat conversation doesn’t automatically end after the specified period. If customer time-out stops working in this scenario, encourage customers to maintain the chat in a separate browser window. ## Settings and Pre-Chat - The embedded chat window title shows the agent’s name instead of the Chat Window Title setting. When you enable this setting in the Chat Configuration, it doesn’t work in the chat window. - To use a chat button for your embedded chat window, make sure the Prechat Form Page and Prechat Form URL fields are blank. If the fields aren’t blank, Embedded Chat doesn’t work. Use the pre-chat fields in Embedded Service setup instead. - When you use Embedded Chat in an Experience Cloud site, you can’t set pre-chat fields to fill in for logged-in users in your snippet settings file. Try the option to fill in contact fields in your component settings. - Embedded Service setup creates quick actions specifically for pre-chat. Using these quick actions for other purposes causes pre-chat setup to fail. - In offline support case forms, the Case Reason picklist field shows all picklist options regardless of what’s specified in the record type. ## Cookies and Tracking in Customer Browsers - After users set a more restrictive third-party cookie policy in their browser, conversations work only from the web page where the chat was started. Chrome standard Incognito mode and the Microsoft Edge Balanced tracking prevention setting are also affected. - After users set a more restrictive third-party cookie policy, such as Chrome standard Incognito mode or the Microsoft Edge Balanced tracking prevention setting, chat label translations aren’t guaranteed to work as directed. - For users blocking third-party cookies with a strict cookies policy in their browser, the chat button is missing. This applies to Firefox Enhanced Tracking set to Strict and Microsoft Edge tracking prevention set to Strict. - Visitors can’t chat across browser tabs or open new windows when using Internet Explorer 11, Microsoft Edge, or iOS devices. Chat doesn’t work across new tabs and windows in Chrome Incognito. - If a user blocks third-party cookies in Chrome standard Incognito mode, Embedded Service custom components and flow labels don’t work. ## Labels and Translations - To access translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS. - Embedded Chat uses only the UTF-8 character set in [Translation Workbench](https://help.salesforce.com/articleView?id=platform.workbench.htm&type=5&language=en_US). Other sets can display inaccurately. #### See Also - [Embedded Chat](https://help.salesforce.com/s/articleView?id=service.snapins_chat_overview.htm&release=264.0.0&type=5 "Add an embedded chat window to your company website for customers to get quick answers to their questions while browsing your pages. Include a pre-chat form to collect key information and customize the experience to match your branding.") - [Embedded Chat Cookies](https://help.salesforce.com/s/articleView?id=service.embedded_chat_cookies.htm&release=264.0.0&type=5 "Embedded Chat uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the performance of your Embedded Service.") <!-- document id=8f768397f094bfbde9855e84db9001c433c793bd92e16bf564983bdc8a0aa98d url=/admin/current/en-us/service/264-0-0/es_ap_embedded_messaging_set_up.md --> # Embedded Messaging Set Up Configure Embedded Messaging in the Alumni Portal site to help your alumni get instant help and case statuses by chatting with a bot or a service representative. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Embedded Messaging, perform these tasks: - Prepare a Salesforce org. - Configure a deployment. - Optionally, set up a pre-chat form. - Add the Embedded Messaging component to the Alumni Portal site. - Configure the component. - Add your domain to the Cross-Origin Resource Sharing (CORS) allowlist. See [Embedded Messaging](https://help.salesforce.com/s/articleView?id=experience.rss_embedded_messaging.htm&type=5&language=en_US). During the setup, when you configure a web deployment, add a similar JavaScript code within a <script> tag to use Pre-Chat API to pass an alumnus' user ID to the Omni-Channel flow. See [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&type=5&language=en_US). `<script> window.addEventListener("onEmbeddedMessagingReady", e => { const userId = $A.get("$SObjectType.CurrentUser.Id"); console.log("User id is:"+userId); embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({ "userId": userId}); }); </script>` The Omni-Channel flow retrieves the alumnus' account ID, contact ID, and full name and updates the messaging session record with these details. With the updated messaging session record, service representatives see the alumnus' name in every incoming chat message notification. - **[Update Messaging Session with Alumni Details](https://help.salesforce.com/s/articleView?id=service.es_ap_update_messaging_session_with_contact_details.htm&release=264.0.0&type=5)** When an alumnus contacts a service representative through chat, the service representative receives an incoming chat notification. To show the name of the alumnus in the notification, the messaging session record must contain the alumnus' account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow. - **[Set Up Case Management Bot](https://help.salesforce.com/s/articleView?id=service.es_ap_case_management_bot_set_up.htm&release=264.0.0&type=5)** Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly. <!-- document id=7c0b92ab0ba672ca536d04b72bb3b3f417ae1cb2816fa79a8580f8994be6d6c8 url=/admin/current/en-us/service/264-0-0/es_embedded_messaging_set_up.md --> # Embedded Messaging Set Up Configure Embedded Messaging in the Employee Portal site to help your employees get instant help and case statuses by chatting with a bot or a service representative. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Embedded Messaging, perform these tasks: - Prepare a Salesforce org. - Configure a deployment. - Optionally, set up a pre-chat form. - Add the Embedded Messaging component to the Employee Portal site. - Configure the component. - Add your domain to the Cross-Origin Resource Sharing (CORS) allowlist. See [Embedded Messaging](https://help.salesforce.com/s/articleView?id=experience.rss_embedded_messaging.htm&type=5&language=en_US). During the setup, when you configure a web deployment, add a similar JavaScript code within a <script> tag to use Pre-Chat API to pass an employee's user ID to the Omni-Channel flow. See [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&type=5&language=en_US). `<script> window.addEventListener("onEmbeddedMessagingReady", e => { const userId = $A.get("$SObjectType.CurrentUser.Id"); console.log("User id is:"+userId); embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({ "userId": userId}); }); </script>` The Omni-Channel flow retrieves the employee's account ID, contact ID, and full name and updates the messaging session record with these details. With the updated messaging session record, service representatives see the employee's name in every incoming chat message notification. To hide the pre-chat form from the employee, add the User ID field as a hidden pre-chat field. See [Customize Pre-Chat for Messaging for In-App and Web](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). - **[Update Messaging Session with Employee Details](https://help.salesforce.com/s/articleView?id=service.es_update_messaging_session_with_contact_details.htm&release=264.0.0&type=5)** When an employee contacts a service representative through chat, the service representative receives an incoming chat notification in HR Service Console. To show the name of the employee in the notification, the messaging session record must contain the employee's account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow. - **[Set Up Case Management Bot](https://help.salesforce.com/s/articleView?id=service.es_case_management_bot_set_up.htm&release=264.0.0&type=5)** Configure Embedded Messaging with a case management bot. With the bot, your employees can create cases and find case statuses rapidly. <!-- document id=1a1969e8b5b8cfb1bb7ff610dce82d115015de08344839a8a3ee26361b119c61 url=/admin/current/en-us/service/264-0-0/hr_svc_emp_cnfd_rpt_topic.md --> # Employee Confidential Reporting Subagent Handle the secure detection, classification, and reporting of confidential concerns such as harassment, discrimination, and misconduct. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d115425e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d115425e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d115425e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d115425e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d115425e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">inappropriate_content</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p dir="ltr">Getting Items in Picklist</p> <p style="margin-bottom:0;" dir="ltr">Creating of Confidential Case</p> </td> </tr> </tbody> </table> ## Examples of Utterances Classified to This Subagent - "I need to report someone for harassment." - "I am being discriminated against and want to file a complaint." - "I want to report a workplace safety concern privately." - "Someone is being toxic and offensive in my department." - "I need to speak to HR about a confidential misconduct issue." ## Considerations - To handle organization-specific keywords or unique reporting scenarios, override the default topic with custom instructions so the agent understands workplace nuances and routes confidential reports that standard guardrails might otherwise block. - If you override or recreate this topic, set the API Name to inappropriate\_content. This identifier is required to bypass standard AI safety blocks. - In the Scope field, paste the categories to capture (for example, violence, harassment, bias, or offensive language) so the agent can identify the correct triggers. - Configure the instructions to initiate the confidential case flow when the topic is triggered. - Manually add the Getting Items in Picklist action to categorize the issue and the Create Confidential Case action to route the report to authorized specialists. - To route confidential conversations from the agent to a human specialist, override your standard escalation flow or merge the logic from the Escalate Confidential Complaint flow into your existing configuration. <!-- document id=e164bed85a622cebf2aa8c907faa1388d71d2a5f383829848c3677a60b06b17e url=/admin/current/en-us/service/264-0-0/es_advanced_csv_data_import.md --> # Employee Data Import in CSV Format Use advanced CSV Data Import to create employee records in HR Service. You can import employee data through a CSV file into the Employee and Person Account objects. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Import CSV Data into Multiple Salesforce Objects Simultaneously](https://help.salesforce.com/s/articleView?id=ind.transform_data_and_import_csv_file.htm&type=5&language=en_US). <!-- document id=3dec58864569deecb9696db6274d7856bd9f8c9f16f08aa4bdae6e424abfbba7 url=/admin/current/en-us/service/264-0-0/es_employee_direct_deposit_management_topic.md --> # Employee Direct Deposit Management Subagent Handle employee actions related to fetching or updating direct deposit details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39039e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39039e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39039e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39039e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39039e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeeDirectDepositManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_get_direct_deposit_details_action.htm&language=en_US" target="_blank">Get Direct Deposit Details</a></p> <p style="margin-bottom:0;" dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_submit_direct_deposit_details_action.htm&language=en_US" target="_blank">Update Direct Deposit Details</a></p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In the Employee Direct Deposit Management subagent, you can't delete direct deposit details. ## Considerations - To set up the topic, replace placeholder values in the instruction with relevant values: - Replace <Named Credential> with the named credential to connect the Mule application with Workday. - Replace <productid> with the Unified Catalog Product2 ID that you created. - With this subagent, you can only update existing direct deposit account details. You can’t set up a direct deposit account or delete an existing account. ser can access. <!-- document id=50e7103fe22aafca4e5de6035214ba14497d744662def44a1cdb489c9bb2e13b url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_limits.md --> # Employee Enablement Program Limits When creating employee enablement programs and making them available to employees, keep limits for programs and enrollment in mind. Employee Enablement Program doesn't support measures. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Program Limits | Limit | Employee Enablement Program in Experience Cloud Sites | | --- | --- | | Maximum number of programs, including published and unpublished programs | 100 | | The maximum number of default and custom exercises in a program | 30 | | Maximum number of sections in a program | 50 | | Maximum value for the Day field in an exercise | 365 | | Maximum number of custom exercises in a program | Not applicable | | Maximum number of custom exercise types in a Salesforce org | Not applicable | | Maximum number of custom learning item types in an org | Not applicable | | Maximum number of custom learning items of a specific type in an org | Not applicable | ## Enrollment Limits | Limit | Employee Enablement Program in Experience Cloud Sites | | --- | --- | | Maximum number of users assigned to or enrolled in a program | 10,000 | | Maximum number of users that you can select individually in the assignment window | 1,000 | To request an increase in the maximum number of users assigned to or enrolled in a program, submit a Salesforce Customer Support case. <!-- document id=9eb6bd2f83ff090d83335fa18c6c19fd38550306dc5e0219066ddcd3651a5481 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_permissions.md --> # Employee Enablement Program Permission Set Groups, Permission Sets, and Permissions Employee Enablement Program includes default permission set groups based on team member roles. The permission set groups include default permission sets based on tasks that people in those roles complete. The permission sets include individual user permissions and object permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Enablement Admin The HRServiceWorkspaceUserPSG permission set group includes these default permission sets and permissions for managing programs and accessing in-app guidance. - Manage Enablement Essentials default permission set—Users can build, assign, track, and take employee enablement programs in Employee Portal. For programs in Lightning Experience, enablement admins can add exercises that reference either existing standard surveys or create new ones. This default permission set uses the Enablement permission set license and includes these permissions. - Design and Deliver Enablement Programs - Take employee enablement programs - Read on Accounts - Read on Surveys - Create and Read on Survey Invitations, Survey Subjects, and Survey Responses - To view Employee Enablement Program analytics, you must have sharing access or Enablement permission on the Employee Enablement Program Reports and Employee Enablement Program Dashboards root folders. - Use Custom Walkthroughs default permission set—Employees can view and complete custom walkthroughs in Lightning Experience. This default permission set uses the Walkthroughs permission set license and includes the Take Custom Walkthroughs permission. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Enablement Admin permission set group doesn’t include permissions for creating prompts and walkthroughs outside of employee enablement programs. ## Enablement Resources Manager The Enablement Resources Manager permission set group includes these default permission sets and permissions for managing in-app guidance outside of employee enablement programs in Lightning Experience. Manage In-App Guidance default permission set—Users can create, edit, and delete prompts and walkthroughs in Lightning Experience. This default permission set uses the Enablement Resources permission set license and includes these permissions. - Design and Deliver In-App Guidance - View All Profiles - View Roles and Role Hierarchy - View Setup and Configuration ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In-app guidance in Lightning Experience can be used only outside of employee enablement programs. ## Enablement User The EmployeeHubUserPSG permission set group includes these default permission sets and permissions for taking programs and accessing in-app guidance in Lightning Experience. - Use Enablement Programs default permission set—Users can view and complete employee enablement programs in Employee Portal, including programs that reference surveys. This default permission set uses the Enablement permission set license and includes these permissions. - Take Enablement Programs - Read on Accounts - Read on Surveys - Use Custom Walkthroughs default permission set—Users can view and complete custom walkthroughs in Lightning Experience. This default permission set uses the Walkthroughs permission set license and includes the Take Custom Walkthroughs permission. ## Employee Enablement Program Community User The Employee Enablement Program Community User permission set group includes these default permission sets and permissions for taking programs and accessing in-app guidance in Employee Portal. - Use Partner Enablement Programs default permission set—Users can view and complete employee enablement programs in Employee Portal. This default permission set uses the Enablement permission set license and includes the Take Partner Enablement Programs permission. - Use In-App Guidance for Partners default permission set—Users can view and complete prompts and walkthroughs in Employee Portal. This default permission set uses the Walkthroughs permission set license and includes the Take In-App Guidance for Partners permission. ## In-App Guidance Manager No permission set group exists for users who manage in-app guidance for employees, but a default permission set is available. - Manage In-App Guidance for Partners default permission set—Users can create, edit, and delete prompts and walkthroughs in Employee Portal. This default permission set uses the Enablement Resources permission set license and includes these permissions. - Design and Deliver In-App Guidance for Partners - Take In-App Guidance for Partners - View All Profiles - View Roles and Role Hierarchy - View Setup and Configuration #### See Also - [Assign Permissions to Your Employee Enablement Program Team](https://help.salesforce.com/s/articleView?id=service.es_enablement_setup_assign_perms.htm&language=en_US) - [Employee Enablement Program Team Roles and Responsibilities](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_roles.htm&language=en_US) - [Managing Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_managing_employee_enablement_programs.htm&language=en_US) - [Permissions for Creating and Accessing In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_wt_license.htm&language=en_US) <!-- document id=d22f4cf95c3dc4f6c1486606e70644342d6f897c14202d6253ecdc7886418700 url=/admin/current/en-us/service/264-0-0/es_enablement_reports.md --> # Employee Enablement Program Reports and Report Types Prebuilt reports are available for tracking users’ progress toward completing programs and exercises. If you want to create your own Employee Enablement Program reports, several report types (also referred to as pre-designed custom report types) are also available. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Prebuilt Reports Find prebuilt reports for different Employee Enablement Program types in separate folders. Prebuilt reports track program and exercise completion. User progress data includes users that are assigned to programs and users who have self-enrolled. ## Report Types These report types can be used to create custom reports. These report types are available when you create custom reports. See [Build Reports in Lighting Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US). | Employee Enablement Program Report Type | Description | | --- | --- | | Exercise Completion Status by Section | Analyze an exercise's completion status based on program sections. | | Exercise Completion Status | Analyze how long users take to complete an exercise and their completion percentage. | | Exercise Completion Status by Days to Complete | Analyze an exercise's completion status based on average days to complete. | | Exercise Completion by User | Analyze how long users are spending on an exercise and the amount of progress they're making. | | Program Exercises | Analyze data for a program and each of its exercises without returning to the program builder. | | Program Overview by User | Analyze how different users are progressing towards a program. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Employee enablement programs don’t include Feedback Request and Trailhead exercise types. #### See Also - [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US) <!-- document id=6bb7eb2ab2ffa6948f1ea4ba7a972917d4e636885e12eeb177625612ee6d9acc url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_setup.md --> # Employee Enablement Program Setup Ensure employee success with Employee Enablement Program. Create programs targeted at various employee life events, such as onboarding and promotions. Employees can complete their assigned or self-enrolled enablement programs in Employee Portal. Before your employees can start creating and completing employee enablement programs, you must complete some setup steps. Review Employee Enablement Program roles, and assign appropriate permissions for building and completing programs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Enablement Data Model](https://help.salesforce.com/s/articleView?id=service.es_enablement_data_model.htm&release=264.0.0&type=5)** Enablement objects define programs and exercises. These objects also track progress that employees make through a program and its exercises. - **[Considerations for Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup_considerations.htm&release=264.0.0&type=5)** Review the considerations about Employee Enablement Program. - **[Employee Enablement Program Team Roles and Responsibilities](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_roles.htm&release=264.0.0&type=5)** Multiple disciplines collaborate to define, build, and track employee enablement programs. Assign permissions appropriately to the employees who can take on these roles. - **[Employee Enablement Program Permission Set Groups, Permission Sets, and Permissions](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_permissions.htm&release=264.0.0&type=5)** Employee Enablement Program includes default permission set groups based on team member roles. The permission set groups include default permission sets based on tasks that people in those roles complete. The permission sets include individual user permissions and object permissions. - **[Assign Permissions to Your Employee Enablement Program Team](https://help.salesforce.com/s/articleView?id=service.es_enablement_setup_assign_perms.htm&release=264.0.0&type=5)** Assign permissions to Employee Enablement Program team members and users for managing programs, managing content, and taking programs. - **[Refresh the Employee Enablement Program Reports and Dashboard](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_analytics_refresh.htm&release=264.0.0&type=5)** Employee Enablement Program includes prebuilt reports and dashboard for tracking program performance and progress. You can make sure that your Enablement team can access the latest version of prebuilt analytics by refreshing the reports and dashboard in Setup. If your Enablement team has customized any of the prebuilt reports or dashboard, take care that you don’t override those customizations. - **[Manage Notifications for Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_notifications.htm&release=264.0.0&type=5)** Help your company’s Employee Enablement Program rollout run smoothly by encouraging employees to take and complete programs on time. Notify employees when a program is assigned or when they self-enroll in a program. Remind employees when they haven’t started taking a program they enrolled in. Nudge users when a program is due soon. - **[Designing Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_build_parent.htm&release=264.0.0&type=5)** You can design and assemble your own employee enablement program from start to finish. Add your exercise content and organize your program in Program Builder. Review considerations and guidelines along the way. - **[Managing Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_managing_employee_enablement_programs.htm&release=264.0.0&type=5)** Show employee enablement programs to employees in Employee Portal. Work with your site developer to build employee experiences that show employee enablement programs and exercises in Employee Portal. - **[Launching Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_enablement_publish_assign_parent.htm&release=264.0.0&type=5)** After you develop programs and measures in a sandbox, deploy them to production. Make employee enablement programs available to employees by publishing programs, assigning programs to employees directly, and sharing programs so employees can self-enroll. - **[Tracking Employee Enablement Program Progress](https://help.salesforce.com/s/articleView?id=service.es_enablement_analytics.htm&release=264.0.0&type=5)** See how users are performing against an Employee Enablement Program’s exercises. Prebuilt dashboard and reports provide insights to help you analyze how well employee enablement programs are changing behaviors and improving business outcomes. - **[Maintaining Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_maintaining_employee_enablement_programs.htm&release=264.0.0&type=5)** To manage the quality of your employee enablement programs over time, you can clone existing programs, remove users, unpublish programs, or edit programs you already published. - **[Employee Enablement Program Limits](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_limits.htm&release=264.0.0&type=5)** When creating employee enablement programs and making them available to employees, keep limits for programs and enrollment in mind. Employee Enablement Program doesn't support measures. - **[Supported Languages for Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_languages.htm&release=264.0.0&type=5)** Most features for creating and taking employee enablement programs are available in all languages that Salesforce supports. But some records, content, and other items support only one language. - **[Team Enablement Programs Tab Setup](https://help.salesforce.com/s/articleView?id=service.es_team_enablement_programs_tab_setup.htm&release=264.0.0&type=5)** Managers track their direct reports' progress in employee enablement programs. For this they need access to the Team Enablement Programs tab of Employee Portal. To make this tab visible to the managers, use a sharing set to grant managers access to their direct reports' account and user records. <!-- document id=60d052fdef80d2f0153b0b27f70a990a185eae6c986d2080a710bd95e6deadb3 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_topic.md --> # Employee Enablement Program Subagent Handle employee inquiries and actions related to employee enablement programs or tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81309e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 ">To enable Manager’s view:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81309e55 "> <p dir="ltr">Account: (User:Account.PersonContact = Account:PersonContact.ReportsTo) Read Only</p> <p dir="ltr">AND</p> <p style="margin-bottom:0;" dir="ltr">User: (User:Account.PersonContact = User:Contact.ReportsTo) Read Only</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeeEnablementProgram</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tool</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p style="margin-bottom:0;" dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_get_enablement_program_action.htm&language=en_US" target="_blank">Get Enablement Program</a></p> </td> </tr> </tbody> </table> <!-- document id=b43c7a697973c44df9cc79209da925e2617d96acfbcf62baa48c0ad3e346df4d url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_roles.md --> # Employee Enablement Program Team Roles and Responsibilities Multiple disciplines collaborate to define, build, and track employee enablement programs. Assign permissions appropriately to the employees who can take on these roles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The complexity of your employee enablement program goals and size of your team determine how these roles work for you. In some cases, one person can fulfill multiple responsibilities. For others, a team of collaborators is needed. Not all of these roles are required to use Employee Enablement Program. But it can be nice to rely on these folks if they’re available. ## Channel Account Manager This role helps plan content and experiences that support employees, who take programs, prompts, and walkthroughs on Employee Portal. They collaborate with Enablement admins and in-app guidance managers to identify content and activities that contribute to employee success. This role isn’t required to build employee enablement programs or in-app guidance in Employee Portal, but you can give them permissions as needed. ## Salesforce Admin This role can access Setup and manage Salesforce data, including these tasks. - Set up features and customize Salesforce - Assign permissions for other roles Permissions for Salesforce admins can vary depending on the task. To find the appropriate permissions needed, search Salesforce Help for the specific task. ## Salesforce Developer This role can extend Salesforce functionality with custom code that implements company-specific business rules, logic, and workflows. They collaborate with Salesforce admins and other roles to help build custom functionality that supports employee enablement programs. This role isn’t required to build employee enablement programs, but you can give them permissions as needed. ## Site Developer This role helps create, publish, and maintain Employee Portal. They use the Employee Enablement Program components and pages in supported site templates to build experiences where employees can take programs, prompts, and walkthroughs. To ensure that site developers can access the Employee Enablement Program data, assign the Manage Enablement Essentials permission set to these users. ## Enablement Admin This role leads, implements, and maintains employee enablement programs, including these tasks. - Create, edit, delete, publish, and unpublish employee enablement programs in Employee Portal. - Make programs available to employees, either by assigning programs directly or sharing programs so employees can self-enroll. - View all Employee Enablement Program analytics. - Customize prebuilt Employee Enablement Program reports and dashboard. - Create reports and dashboard by using Employee Enablement Program report types. - Optionally, view and take the programs that they create and maintain. - View custom walkthroughs in Employee Portal that your company creates for onboarding employees. Assign the Manage Enablement Essentials permission set to Enablement admins. ## Content Creator or Manager This role adds and maintains links, surveys, videos, and rich text lessons for exercises in employee enablement programs. In many cases, the same person fulfills both the Enablement admin and content manager roles. Assign the Content Manager contributor role in the Enablement workspace of the Digital Experiences app. ## Enablement Resources Manager This role adds and maintains resources related to Employee Enablement Program other than content that employees directly consume as part of programs, such as prompts and walkthroughs in Lightning Experience that guide users through Salesforce features outside of programs. This role isn’t required to build employee enablement programs in Salesforce. But, if you want to create in-app guidance alongside your programs, assign these permissions to Enablement resource managers. ## In-App Guidance Manager This role adds and maintains prompts and walkthroughs for employees in Employee Portal, outside of programs. Assign the Manage In-App Guidance for Partners permission set to these users. ## Enablement User This role takes published programs that you assign to them or share with them so they can self-enroll. These users are employees who can take programs, prompts, and walkthroughs in Employee Portal. Assign the Employee Enablement Program Community User permission set license to Enablement users. #### See Also - [Employee Enablement Program Permission Set Groups, Permission Sets, and Permissions](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_permissions.htm&language=en_US) - [Assign Permissions to Your Employee Enablement Program Team](https://help.salesforce.com/s/articleView?id=service.es_enablement_setup_assign_perms.htm&language=en_US) - [Managing Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_managing_employee_enablement_programs.htm&language=en_US) - [Permissions for Creating and Accessing In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_wt_license.htm&language=en_US) <!-- document id=a6f91b3f987f98d416a2a26754fc7c871a9da40bc2f5c9643e3f0a964bc8282e url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_templates.md --> # Employee Enablement Program Templates Use templates to create employee enablement programs for common topics, such as employee onboarding, employee offboarding, medical leave, return to work, and relocation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Overview of Templates | Name | Description | | --- | --- | | Employee Onboarding | Contains exercises for new employees to integrate smoothly into the team, gain essential skills, and set themselves for long-term success. | | Employee Offboarding | Contains exercises for employees to receive essential support to smoothly transition out of their role. | | Employee Medical Leave | Contains exercises for employees to navigate the medical leave application process with confidence. | | Employee Return to Work | Contains exercises for employees to smoothly transition back to work after time off. | | Employee Relocation | Contains exercises for employees to get support through every step of the relocation process. | <!-- document id=ddeeb847dc619c89a142af91a1ac8d7f5f47fdbacad3198eb0232b473ca968ab url=/admin/current/en-us/service/264-0-0/es_expense_management_topic.md --> # Employee Expense Management Subagent Streamline the expense submission and approval process through the HR Service Portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d109147e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d109147e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109147e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d109147e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109147e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). To set up the topic, ‌replace placeholder values in the instruction with relevant values. Use placeholder as the value for category IDs, GetExpenseItem named credential, GetPastExpenseReports named credential and the service definition ID for Submit Expense Report. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeeExpenseManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p dir="ltr"> <a href="https://help.salesforce.com/s/articleView?id=service.es_get_expense_items_action.htm&language=en_US" target="_blank">Get Expense Items</a> </p> <p dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_get_past_expense_reports_action.htm&language=en_US" target="_blank">Get Past Expense Reports</a></p> <p style="margin-bottom:0;" dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_submit_expense_report_action.htm&language=en_US" target="_blank">Submit Expense Report</a></p> </td> </tr> </tbody> </table> ## Examples of Utterances Classified to This Topic - “I need to submit a new expense.” - “Can I view my past expenses?” ## Considerations - To set up the topic, replace placeholder values in the instruction with relevant values. Use placeholder as the value for category IDs, named credential, and the service definition ID for Submit Expense Report. - Category ID is ‌the list of expense categories. Add a comma-separated list of expense category IDs. <!-- document id=e6eafb24d675727b46ce511572776a4dbe17f5a335758663fb51e32cad93d8c9 url=/admin/current/en-us/service/264-0-0/es_employee_feedback_management.md --> # Employee Feedback Management To improve the HR service experience, configure Salesforce Surveys to send a survey automatically to an employee when their case is closed. To view the survey responses, build a report and dashboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up a Case Closure Survey](https://help.salesforce.com/s/articleView?id=service.es_setup_case_closure_survey.htm&release=264.0.0&type=5)** To automatically send a survey to employees after their case is closed, enable Surveys and specify an employee feedback survey. - **[Create a Report and Dashboard to View Survey Responses](https://help.salesforce.com/s/articleView?id=service.es_view_survey_responses.htm&release=264.0.0&type=5)** To view the case closure survey responses, create a report type and then create a report and dashboard. <!-- document id=e9542c8b51c9cb1c4c3b3621dfc8e2ef07f6f2c827717518dbc370b449ead663 url=/admin/current/en-us/service/264-0-0/hr_svc_emp_job_loc_mgmt_subagnt.md --> # Employee Job Location Management Subagent Handle employee actions related to requesting and managing job location changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d45592e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45592e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45592e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45592e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45592e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">EmployeeJobLocationManagement</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td><td class="slds-cell-wrap" style="vertical-align:top;">Change Job Location</td></tr></tbody></table> ## Considerations - Verify that the required Service Catalog Items (SCIs) are set up and active in your org. <!-- document id=b2079857bfeeb25b8f5ad89a6d0d5c691cffa7f1a80f31c2d3cc375fb1917203 url=/admin/current/en-us/service/264-0-0/es_employee_leave_management_topic.md --> # Employee Leave Management Subagent Handle employee inquiries and actions related to leave balance or leave requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23748e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23748e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23748e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23748e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23748e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeeLeaveManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_get_leave_balance_action.htm&language=en_US" target="_blank">Get Leave Balance</a></p> <p style="margin-bottom:0;" dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_apply_for_leave_action.htm&language=en_US" target="_blank">Submit Leave Request</a></p> </td> </tr> </tbody> </table> ## Subagent Setup - From Setup, in the quick find box, search and select **MuleSoft Direct**. - Enable the Absense Management API app. - Provide the required details and proceed to deploy the app. This will create a corresponding named credential. - In the quick find box, search and select **Named Credentials**. - Copy the API name for your named credential. - To set up the topic, replace placeholder values in the instruction with relevant values: - Replace <named\_credential\_value> with the named credential to connect the Mule application with Workday. - Replace <service\_process\_name> with the service process record ID that you created. <!-- document id=45dba14dc4719f2025efd6d9572db437b1102779ef5968659846ed2d77c14511 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_emp_lfcycl_prnt.md --> # Employee Lifecycle Templates Use these templates to manage the lifecycle of employee onboarding and offboarding processes. Provide teams with structured intake forms for capturing new hire information and managing departure requirements, ensuring consistent data capture and automated fulfillment workflows for your HR and IT administration teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Onboard Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_emp_lfcycl_onbrd_emp.htm&release=264.0.0&type=5)** Deploy this template to standardize the end-to-end employee onboarding workflow. Orchestrate multiple departmental service requests with this primary service request. - **[Offboard Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_emp_lfcycl_offbrd_emp.htm&release=264.0.0&type=5)** Deploy this template to standardize the end-to-end employee offboarding workflow. Orchestrate multiple departmental service requests with this primary service request. <!-- document id=314b703420c649ba87e6ba38fb9fecc59cc3971e33ba0311e5d72c27d552b30b url=/admin/current/en-us/service/264-0-0/hr_svc_emp_pyrl_mgmt_subagnt.md --> # Employee Payroll Management Subagent Handles requests related to viewing employee pay period schedules and paycheck records for a pay period, including earnings, deductions, taxes, and informational records. Also explains pay variances between periods, identifies paycheck discrepancies, and verifies whether specific pay adjustments or bonuses were applied. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d187046e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d187046e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d187046e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d187046e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d187046e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeePayrollManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Get Pay Period</li> <li>Get Worker Paychecks</li> <li>Get Payroll Discrepancy</li> <li>Verify Pay Adjustments</li> <li>Report Payroll Discrepancy</li> </ul> </td> </tr> </tbody> </table> <!-- document id=9d69b816262ef1bb0b7c2f635e786f1c210bd9677fe94358b4233195085700e0 url=/admin/current/en-us/service/264-0-0/es_employee_hub_home_page.md --> # Employee Portal Features After logging in, the Home page of Employee Portal provides an overview of the website and easy access to the key pages of the website. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Employee Portal Home page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_employee_hub.png) Key features of the Home page are: - The Help Center menu (1) on the Home page helps you quickly navigate to different pages, including Knowledge Center, Service Catalog, My Cases, and My Approvals. - The notification bell (2) gives you immediate access to notifications. - The User Profile Menu (3) gives you access to the My Profile page. It’s also used to log out of Employee Portal. - Click an item on the carousel (4) to view it. Click ![Next icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_carousel_next_icon.png) and ![Previous icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_carousel_previous_icon.png) to move between the items on the carousel. - The Global Search Box (5) helps you find cases and knowledge articles. - The type-ahead functionality autocompletes the search keywords by providing suggestions based on partial inputs, which help you find relevant results quickly. Select one of the options suggested by the type-ahead functionality. - The search results page categorizes the results into Knowledge and Cases. Clicking a case number opens the case details page. The case details page also shows Einstein AI-generated search answer. Hovering on a knowledge article link shows the article preview in a window. Clicking a knowledge article link opens the knowledge article. - Click a tile (6) to open the corresponding page. - The compact layout of the My Cases record list (7) gives you quick access to your most recent cases from the Home page, and also helps you explore more cases that you have access to by clicking View All in the compact layout. - On the right sidebar, the Home page shows trending articles (8) that are sorted by topics. These articles are popular among employees. - Use Embedded Messaging (9) to contact support for instant help. You can access Embedded Messaging from any page in Employee Portal. When a case management bot is configured with Embedded Messaging, you can create cases and track them through the bot, in addition to contacting a service representative for help. <!-- document id=9c992f97349ce0aebab2277e7582b91919f71ab6a63c961f669a626cdea71f27 url=/admin/current/en-us/service/264-0-0/es_employee_hub_set_up.md --> # Employee Portal Setup Assign permissions to your employees to access the Employee Portal site. Create and configure Employee Portal to meet your organization's needs. To allow your employees to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. Configure manager approval to manage employee requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Review and Assign Employee Portal Permissions](https://help.salesforce.com/s/articleView?id=service.es_review_and_assign_employee_hub_permissions.htm&release=264.0.0&type=5)** Users access Employee Portal through supported editions, add-ons, and permissions. - **[Create an Employee Profile](https://help.salesforce.com/s/articleView?id=service.es_create_employee_profile.htm&release=264.0.0&type=5)** Create a profile for employee users. - **[Digital Experiences Setup](https://help.salesforce.com/s/articleView?id=service.es_enable_digital_experiences.htm&release=264.0.0&type=5)** Before creating your Employee Portal site, you must enable Digital Experiences. - **[Employee Portal Site Creation](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_site_creation.htm&release=264.0.0&type=5)** HR Service uses the Employee Portal template to package pages and components for the Employee Portal site. The Employee Portal template streamlines the setup and implementation of your site. - **[Configure the Employee Details Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_employee_details_component.htm&release=264.0.0&type=5)** On the Employee Portal site, configure the Employee Details component on the My Profile page to show employee information. You can add more fields from the User, PersonAccount, and Employee2 objects. - **[Service Processes for Self Service](https://help.salesforce.com/s/articleView?id=service.es_sevice_processes_for_self_service.htm&release=264.0.0&type=5)** Service processes streamline the creation, management, and fulfillment of HR service requests. Create service processes from scratch or by using templates. - **[CMS Collection Setup](https://help.salesforce.com/s/articleView?id=service.es_cms_collection_set_up.htm&release=264.0.0&type=5)** Keep your employees up to date by highlighting important content by creating a carousel. The CMS Collection carousel component cycles through multiple collection items. Your employees can click an item to learn more about it. - **[Configure the Navigation Tiles Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_navigation_tiles_component.htm&release=264.0.0&type=5)** The Home page in Employee Portal contains the Navigation Tiles component. The component enhances the navigation experience in Employee Portal by presenting the available actions in a user-friendly and visually engaging manner. - **[Salesforce Knowledge Enablement](https://help.salesforce.com/s/articleView?id=service.es_salesforce_knowledge_enablement.htm&release=264.0.0&type=5)** HR Service uses Salesforce Knowledge to help employees access knowledge articles in Employee Portal. Your employees can read the articles to find answers and solutions to their issues. - **[Setting Sharing Defaults](https://help.salesforce.com/s/articleView?id=service.es_set_sharing_defaults.htm&release=264.0.0&type=5)** Set the baseline record access for your employee users. - **[Email-to-Case Setup](https://help.salesforce.com/s/articleView?id=service.es_email_to_case_set_up.htm&release=264.0.0&type=5)** Enable your employees to submit cases through emails. Email-to-case automatically creates cases from emails. Employees can seek support without logging in to the Employee Portal site. - **[Web-to-Case Setup](https://help.salesforce.com/s/articleView?id=service.es_web_to_case_set_up.htm&release=264.0.0&type=5)** Let your employees submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, employees can seek support without logging in to the Employee Portal site. - **[Embedded Messaging Set Up](https://help.salesforce.com/s/articleView?id=service.es_embedded_messaging_set_up.htm&release=264.0.0&type=5)** Configure Embedded Messaging in the Employee Portal site to help your employees get instant help and case statuses by chatting with a bot or a service representative. - **[Manager Approvals Setup](https://help.salesforce.com/s/articleView?id=service.es_manager_approvals_set_up.htm&release=264.0.0&type=5)** Configure manager approvals to streamline your company's decision-making processes. With manager approvals, implement a structured approval system to enhance accountability and make sure all case actions are according to your company's policies. - **[Notifications Setup](https://help.salesforce.com/s/articleView?id=service.es_notifications_set_up.htm&release=264.0.0&type=5)** Keep employees informed about important updates through notifications. Timely notifications enable employees to quickly act on urgent issues. - **[Employee Enablement Program Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup.htm&release=264.0.0&type=5)** Ensure employee success with Employee Enablement Program. Create programs targeted at various employee life events, such as onboarding and promotions. Employees can complete their assigned or self-enrolled enablement programs in Employee Portal. Before your employees can start creating and completing employee enablement programs, you must complete some setup steps. Review Employee Enablement Program roles, and assign appropriate permissions for building and completing programs. <!-- document id=0509587f4aa33103a761fd0bc81ae386111aa9562429010095864fc79f463f40 url=/admin/current/en-us/service/264-0-0/es_employee_hub_site_creation.md --> # Employee Portal Site Creation HR Service uses the Employee Portal template to package pages and components for the Employee Portal site. The Employee Portal template streamlines the setup and implementation of your site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Employee Portal template provides out-of-the-box self-service features that enable your employees to quickly and efficiently seek help with service tickets and cases. Create your Employee Portal site by using a wizard that helps you choose the Employee Portal template. See [Create an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&type=5&language=en_US). After creating the site, use Experience Builder to build and customize the site.[See Customize Sites with Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_designer_overview.htm&type=5&language=en_US). <!-- document id=4348679ad1611865835ae895095e801e2f6517e37427eecc39b00c90601117db url=/admin/current/en-us/service/264-0-0/es_employee_profile_management_topic.md --> # Employee Profile Management Subagent Handle employee actions related to updating profile information, such as address, phone number, email address, first name, and last name. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125914e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125914e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125914e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125914e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125914e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">EmployeeProfileManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p style="margin-bottom:0;" dir="ltr"><a href="https://help.salesforce.com/s/articleView?id=service.es_update_employee_profile_action.htm&language=en_US" target="_blank">Update Employee Profile</a></p> </td> </tr> </tbody> </table> ## Considerations - To set up the subagent, <service\_process\_name> with the service process ID that you created. <!-- document id=a0b1ce9c091a81512a92d8faf2c3111607e5c75baf5194f8f1dbbf6b6b4b4c0c url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_employee_self_service.md --> # Employee Self-Serves an IT Request in Slack or Microsoft Teams Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues. ## Use Case at a Glance **Persona:** An employee who needs IT help during the workday **Job to be done:** Resolve an IT question or submit a complete request without searching for the right portal, form, or support queue **Starting point:** The Employee Agent directly in Slack or through Slackbot, or the Salesforce IT Service app in Microsoft Teams. **Successful outcome:** The employee receives a grounded answer or confirmation that the expected request record was created, and understands what happens next. This use case brings IT self-service into the collaboration channel that employees already use. Employees describe what they need in familiar language or choose the relevant experience in the channel app. The configured path provides a Knowledge answer, guides a catalog request, or creates an incident. ## Choose the First Employee Outcome Start with one frequent, easy-to-recognize employee need. A focused first journey makes the value clear and gives the implementation team a measurable adoption milestone. | **Employee Goal** | **Example** | **Expected Outcome** | **Help** | | --- | --- | --- | --- | | Get an IT answer | How do I reconnect to the corporate VPN? | Agentforce provides guidance grounded in Knowledge. No ticket is required. | [Request Knowledge in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_knwldg.htm&release=264.0.0&type=5 "Resolve common issues instantly by allowing employees to use Agentforce in Slack. When encountering an issue or for general queries, employees can request knowledge and receive immediate, on-demand assistance without human interference.") or [work with Ask Agentforce in Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals.") | | Request a product or service | I need a replacement laptop. | The configured catalog item creates the request record defined by its template or flow. | [Request Catalog Items in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_catalog_items.htm&release=264.0.0&type=5 "Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need.") or [Use the IT Service Catalog as an Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_employee_use.htm&release=264.0.0&type=5 "As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app.") | | Report an issue | Create an incident because my laptop keeps disconnecting from Wi-Fi. | Salesforce creates an incident and provides a ticket number. | [Report Issues in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_report_issues.htm&release=264.0.0&type=5 "Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command."), [work with tickets in Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals."), or review [AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5 "Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution.") | Keep these outcomes distinct. A Knowledge answer doesn't create a record. A catalog request creates the record defined by its item template or flow. Salesforce creates an incident only when the employee follows an incident path. ## Choose Slack or Microsoft Teams Start in the channel that the pilot group already uses. Slack and Microsoft Teams support the same employee goals through different experiences. **Slack** is a conversational entry point. Employees can access the Employee Agent directly in Slack or through Slackbot. Separately, they can use the Employee Service Slack app to request Knowledge, request catalog items, or report issues. Catalog requests use a catalog agent configured for the available items and flows. **Microsoft Teams** is an employee service hub. Employees use **Ask Agentforce** for conversational help, **Service Catalog** for products and services, and **My Tickets** to create or track tickets. See [Work with Salesforce IT Service MS Teams App](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5 "Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals."). If you deploy both channels, validate each one independently. Each channel has its own app, identity connection, access, and employee experience. ## Deliver the First-Value Moment The first-value milestone occurs when a pilot employee completes one high-frequency outcome in one deployed channel using the access provided to an employee. The employee receives the expected answer or request confirmation and understands what happens next. This milestone demonstrates immediate value: - Employees get IT help in a collaboration channel that they already use. - Grounded Knowledge resolves common questions without an avoidable ticket. - Guided intake collects the details that the IT team needs. - A clear confirmation gives employees confidence that their request was received. After the first journey succeeds, expand to the other employee outcomes and channels in scope. Track answer usefulness, request completion, ticket quality, and repeat use by channel to assess whether adoption is growing beyond initial feature activation. <!-- document id=de89a795c2a9aa59e2160cd2eadefa4f6c23f1dd19e59392d8c587937e8a1f52 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal.md --> # Employee Services Portal for IT Service Give your employees a self-service portal to find knowledge articles, create and track their IT issues and requests, acknowledge policies, submit compliance evidence, and get approvals. Managers can approve employee requests, and employees can connect with support teams directly or escalate issues as needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> You can create an Employee Services portal for IT Services for your employees on either of two Experience Cloud templates: - Agentforce Employee Center - Agentic Center We recommend using the Agentforce Employee Center template. - **[Compare Employee Services Portal Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_compare_templates.htm&release=264.0.0&type=5)** Compare the two Experience Cloud templates available for IT Service, Agentic Center and Agentforce Employee Center, to choose the right one for your Employee Services portal site. - **[Set Up the Employee Services Portal Site](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&release=264.0.0&type=5)** Set up an Employee Services portal to provide a self-service experience for your employees. Assign the required permissions, create the site, add users, set up the service catalog, and configure additional portal features. - **[Explore the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_explore.htm&release=264.0.0&type=5)** As an employee, use the Employee Services portal to view knowledge articles, raise incidents, cases, and service requests, and track them independently. Chat directly with support teams or escalate through Agentforce, and review approvals as a manager. Some features differ between the Agentic Center and Agentforce Employee Center templates. <!-- document id=2b5b42d6c592151cc198d099d2efa774291b7de20404d3d9e47b74748a100a34 url=/admin/current/en-us/service/264-0-0/es_hr_service_workspace_tour.md --> # Employee Support with HR Service Console Service representatives can use HR Service Console as a one-stop solution for human resource (HR) service delivery. The service representatives can create, update, and delete employee records; get a comprehensive understanding of employees; communicate with employees; get insights from reports and dashboard; create and track cases; resolve service requests; and manage knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The HR Service Console app includes a Home page and several list views and tools designed to support service representatives efficiently deliver HR services to employees. The key sections of HR Service Console are: - Home - Cases - Employees - Chatter - Reports - Dashboards - Knowledge - **[HR Service Console Features](https://help.salesforce.com/s/articleView?id=service.es_welcome_to_hr_service_workspace.htm&release=264.0.0&type=5)** The Home page is the main landing page after you log in. It provides service representatives a quick overview of the cases assigned to them. - **[Manage Cases](https://help.salesforce.com/s/articleView?id=service.es_manage_employee_cases.htm&release=264.0.0&type=5)** As a service representative, you can view and manage employee cases. - **[Manage Employees](https://help.salesforce.com/s/articleView?id=service.es_manage_employees.htm&release=264.0.0&type=5)** Through HR Service Console, access employee records and information to understand and resolve their issues. You can create, update, and delete the employee records. - **[Interact with Employees](https://help.salesforce.com/s/articleView?id=service.es_interact_with_employees.htm&release=264.0.0&type=5)** In HR Service Console, chat with employees to answer their queries and resolve their issues. <!-- document id=e9cf9b874566c39ae4d5394e74293a6a9b04638897747889da262eefd63fd093 url=/admin/current/en-us/service/264-0-0/hr_svc_emp_wrkplc_accom_mgmt_subagnt.md --> # Employee Workplace Accommodation Management Subagent Handle employee actions related to requesting workplace accommodations and tracking accommodation request status. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d42899e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42899e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42899e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42899e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42899e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">EmployeeWorkplaceAccommodationManagement</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td><td class="slds-cell-wrap" style="vertical-align:top;">Request Workplace Accommodation</td></tr></tbody></table> ## Considerations - Verify that the required Service Catalog Items (SCIs) are set up and active in your org. <!-- document id=b0bc4998a6a97a4cc965b5349a9deadf8ee2563ef3ca07b8c0460ee1ef3fb006 url=/admin/current/en-us/service/264-0-0/es_empowering_career_employee_enablement_programs.md --> # Empowering Your Career with Employee Enablement Programs You can take employee enablement programs when an Enablement admin assigns you to a program or shares a program with you for self-enrollment. Take an assigned program starting at 12 AM on the start date, or take a self-enrolled program anytime after you enroll. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Take an Employee Enablement Program in Employee Portal](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_complete_site.htm&release=264.0.0&type=5)** To access an assigned or shared employee enablement program in Employee Portal, navigate to the Enablement Programs tab. From there, you can preview, enroll, and start the program. - **[Progress Shown When Taking a Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_complete_progress.htm&release=264.0.0&type=5)** When you start taking the program, you work through exercises. Complete the requirements for each program item and check your progress. - **[View Employee Enablement Programs of Direct Reports](https://help.salesforce.com/s/articleView?id=service.es_view_team_employee_enablement_programs.htm&release=264.0.0&type=5)** View the progress of your direct reports in enrolled employee enablement programs to provide support and ensure completion. <!-- document id=061730f78e310ab4aed23a64702402ffdf49c43ba98692402675205b8fbaa828 url=/admin/current/en-us/service/264-0-0/it_srvcs_enablement.md --> # Enable Agentforce IT Service Turn on IT Service Enablement in Salesforce Go to make the Agentic IT Service Desk app available and unlock setup for other Agentforce IT Service features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84534e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84534e74 ">To turn on IT Service Enablement:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84534e74 "> <p>View Setup and Configuration</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> IT Service Enablement is the first step in setting up Agentforce IT Service. Turn it on before you assign permission sets or configure other features. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note For some orgs that have migrated to the Winter '27 release, the Agentic IT Service Desk app or IT Service features won't be available until you turn on IT Service Enablement. 1. Select **Salesforce Go** from the gear menu or from the main Setup menu. 2. Search for and select **IT Service Enablement**. 3. Click **Get Started**. 4. In the Turn on IT Service Enablement section, click **Turn On**. 5. In the confirmation window, click **Turn On**. IT Service Enablement is on and IT Service features are ready to configure. Assign the appropriate permission sets to your users. See [Permission Sets for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_permission_sets.htm&release=264.0.0&type=5 "Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively."). Then configure the Agentforce IT Service features that your company needs. See [Configure IT Service Features and Feature Sets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_cnfgr_feature_sets.htm&release=264.0.0&type=5 "Effortlessly configure key features and get started with Agentforce IT Service in a consolidated experience."). To deploy core IT processes together, see [Deploy the Agentforce IT Service Solution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_cnfgr_bundles.htm&release=264.0.0&type=5 "Quickly configure your org with essential IT services. The Agentforce IT Service Solution automates the deployment of core IT processes, SLA policies, assignment rule templates, notifications, and AI agents from a single guided experience."). <!-- document id=2a45f4342e07d4028b52f30ab32f46af16873f1d48a05b51997b80f3b4ebdafc url=/admin/current/en-us/service/264-0-0/omnichannel_enable.md --> # Enable and Configure Omni-Channel Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). Omni-Channel is available with the Agentforce Service (formerly Service Cloud) product license or any of these add-on licenses: Digital Engagement, Enhanced Chat, Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect or Partner Telephony, or Workforce Management. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d192590e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e70 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e70 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To use Omni-Channel Settings, allow cdn.jsdelivr.net. If that domain is blocked, the page or Enhanced Omni-Channel setting fails. See [Omni-Channel Settings — External CDN Communication Required for Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=005232668&type=1&language=en_US). 1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select **Omni-Channel Settings**. 2. Enable Omni-Channel and its features, and save your changes. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d192590e133">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d192590e136">What You Use It For</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Omni-Channel</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Route incoming work items from different service channels to the most qualified, available support service reps in your contact center. Allow supervisors to monitor the contact center, service rep workloads, and the statuses of work items from one place–Command Center for Service. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Skills-Based and Direct-to-Agent Routing</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Route work to a specific service rep or a service rep with specific skills. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&release=264.0.0&type=5" title="To route work to service reps with specific skills, enable skill-based routing.">Enable Skills-Based Routing</a> or <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&release=264.0.0&type=5" title="Automatically route work items directly to a support rep using Direct-to-Agent routing.">Route Work Items Directly to a Specific Support Rep</a>. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Secondary Routing Priority</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Move a work item forward in a queue over older items and resolve conflicts across queues for items with the same routing configuration priority. In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work can come in that is more urgent. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5" title="Let your support reps tackle the right cases first with secondary routing priority.">Set Up Secondary Routing Priority</a>.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enable Status-Based Capacity Model</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 ">Measure service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable, their work remains assigned, and reflected in their capacity, until the work is completed or reassigned. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5" title="Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.">Set Up a Status-Based Capacity Model</a>.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Define login behavior when a service rep using Omni-Channel opens a new window or tab</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 "> <p>Each service rep can be logged in to only one Omni-Channel session at a time. For example, if a service rep is logged in to Omni-Channel on one browser tab, logging in to Omni-Channel in a second tab terminates their active session, and they lose all in-progress work.</p> <p>To define the behavior when a service rep opens Omni-Channel on another tab or window, select one of these options.</p> <ul> <li><strong class="uicontrol">Automatically log agents in to Omni-Channel in the new window or tab</strong>. In this case, service reps are logged out of the original sessions, terminating any in-progress work.</li> </ul> <ul> <li><strong class="uicontrol">Warn agents in a popup that open tab-based work will be terminated</strong>. In this case, the service rep can choose which Omni-Channel session to log in to.</li> </ul> <ul> <li><strong class="uicontrol">Don’t automatically log agents in to Omni-Channel on a new window or tab</strong> (Recommended). In this case, the service rep remains logged in to the original session, ensuring that any in-progress work isn’t terminated. The service rep isn’t logged into the new session.</li> </ul> <p>When Omni-Channel Fallback Mode is enabled, this login setting is ignored. In this case, the <strong class="uicontrol">Don’t automatically log agents in to Omni-Channel on a new window or tab</strong> option is always used. </p> <p style="margin-bottom:0;">The in-progress work that is terminated upon logging in to a new window or tab includes active voice calls. When on-call service reps open Omni-Channel on another tab or window, call information does not appear in the new instance.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e133 ">Enhanced Omni-Channel Routing</td> <td data-label="What You Use It For" class="slds-cell-wrap" style="vertical-align:top;" headers="d192590e136 "> <p>Enable Enhanced Omni-Channel Routing to access the latest features, including monitoring Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service, and Omni Sidebar for service reps. We don’t develop new features for Standard Omni-Channel anymore.</p> <p style="margin-bottom:0;">Before you turn on this option, review the considerations and prerequisites in <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US" target="_blank">Upgrade Standard Omni-Channel to Enhanced</a>.</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When Fallback Mode is enabled, you can't downgrade Enhanced Omni-Channel to Standard Omni-Channel because the Enhanced Omni-Channel Routing option is disabled. 3. Set up your service channels to route work from them. For example, to use Omni-Channel to route messaging sessions to service reps, you must [enable Messaging](https://help.salesforce.com/articleView?id=livemessage_enable.htm&language=en_US). #### See Also - [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US) - [Compare Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.") - [Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&release=264.0.0&type=5 "If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps.") - [Create Service Channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) - [Digital Engagement for Sales Cloud](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.") <!-- document id=0304acebe7c9814f57877164e0b488b344ca245f8f8ffbdb12ba0048805e2283 url=/admin/current/en-us/service/264-0-0/ideas_settings.md --> # Enable and Customize Ideas Settings Manage organization-wide settings for Ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35112e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35112e54 ">To customize Ideas settings: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35112e54 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, enter Ideas Settings in the Quick Find box, then select **Ideas Settings**. 2. Click **Edit**. 3. Use the Enable Ideas checkbox to enable or disable Ideas for your organization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Disabling Ideas removes the Ideas tab and users will no longer be able to access active zones, but these zones will reappear on the Ideas tab the next time you enable Ideas. 4. Optionally, select Enable Text-Formatting, Images and Links to enable the Ideas HTML editor, which gives users WYSIWYG HTML editing and image referencing capabilities when they post or comment on ideas. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning Once you enable the Ideas HTML editor, you cannot disable it. If you do not see the Enable Text-Formatting, Images and Links checkbox, the Ideas HTML editor is enabled for your organization by default. 5. If your organization does not already have the multi-select Categories field enabled, click the **Enable** button located below the Categories message at the top of the page. This button is not displayed if your organization already has the Categories field enabled. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning If the Categories field is already enabled, the Enable Categories checkbox is selected. Once the field is enabled, you cannot disable it. 6. Select Enable Reputation to let users earn points and ratings based on their activity in each zone. 7. Select an Ideas User Profile type for all user profiles in the zone. | User Profile Type | Description | | --- | --- | | Chatter profile | The user’s Chatter profile is the default user profile type. If you select this option and a user doesn’t have a Chatter profile, then the Ideas zone profile is used. | | Ideas zone profile | The profile that the user sets up for the Ideas zone. This profile type is used for Ideas zones in portals. | | Custom profile with a Visualforce page | You can specify a Visualforce page for a custom profile for all Ideas users in the zone. If you select this profile type, you must specify a Visualforce page in Custom Profile Page. | 8. In the Half-Life (in Days) field, enter a number of days. The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas with more recent votes. A shorter half-life moves older ideas down the page faster than a longer half-life. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note This field does not appear if Ideas is disabled. To modify the Half-Life (in Days) field, save your changes after enabling ideas, and then click **Edit** on the Ideas Settings page. 9. Click **Save**. #### See Also - [Enable Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_settings.htm&release=264.0.0&type=5 "Enable idea themes, so community members can collaborate and add ideas to the idea theme.") - [Manage Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_admin.htm&release=264.0.0&type=5 "Learn how to manage Ideas.") - [Encouraging Innovation with Idea Reputation](https://help.salesforce.com/s/articleView?id=service.ideas_reputation.htm&release=264.0.0&type=5 "Reward the most influential and innovative members of your Ideas community by acknowledging their participation and contribution to the community.") <!-- document id=09e92536c1b21ee5ed5898ee9ad528f991e3df5b9f115b4777c3c287a89db750 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_enable.md --> # Enable Article Recommendations To get started, turn on Einstein Article Recommendations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d45827e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45827e55 ">To enable Einstein Article Recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45827e55 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Salesforce Knowledge enabled</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Article Recommendations, and then select **Einstein Article Recommendations**. 2. If you haven’t already, click **Review Terms**. Review and accept the terms, then click **Try Einstein**. 3. To turn on Einstein Article Recommendations, click the toggle. ![Einstein Articles Recommendation setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ar_enable.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you only see an option to request an order form supplement, submit your request so that you can enable Einstein Article Recommendations. <!-- document id=0fb389bfca7d05052a2911ae147c854b6801b952689cc095f77f5812ab8f5a63 url=/admin/current/en-us/service/264-0-0/cases_automatic_case_assignment_rules_for_experience_cloud.md --> # Enable Automatic Case Assignment Rules for Experience Cloud Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - From Setup, in the Quick Find box, enter Case Assignment Rules and select **Case Assignment Rules**. - Select the **Apply case assignment rules to cases created via the Community Portal** checkbox. ![The org preference to enable automatic case assignment rules](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_automatic_case_assignment_org_preference.png) After you enable the preference, standard case assignment rules execute automatically for cases created via Experience Cloud components by Experience Cloud site members and guest users. This feature is not available for High Volume Customer Portal licenses. The execution of these rules is functionally identical to cases created via Email-to-Case, Web-to-Case, or the standard Salesforce UI. ## Troubleshoot Case Assignment in Experience Cloud Understand why a case wasn't assigned and make sure that the behavior matches standard Salesforce routing logic. - **Verify org preference status**: Make sure that the organisation preference for assigning cases automatically for cases created through contact forms is enabled. If this preference is disabled, cases bypass standard routing logic. - **Check rule application consistency**: The execution of assignment rules for Experience Cloud is functionally identical to standard methods like Email-to-Case or the standard Salesforce UI. If a case isn't assigned, check whether it meets the specific rule criteria defined in your standard assignment rules. - **Identify legacy workarounds**: Check for existing custom code or flows previously used to replicate routing. Phase out these workarounds to prevent conflicts with the new standard behavior. - **Review case origin**: Confirm that the case was created via an Experience Cloud component or contact form. The automatic trigger is implemented specifically for these platform changes. Successful implementation reduces the time to first agent assignment for cases originating from your Experience Cloud sites. <!-- document id=58dc390b09c69b8191ea438d068fe83e8e7fabae9d85e95f53563703d8d7d2cf url=/admin/current/en-us/service/264-0-0/incident_mgmt_enable_alerts.md --> # Enable Broadcast Alerts Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. From the Broadcast Settings tab, enable Broadcast Alert. After broadcast alerts are enabled, add the Incident Alerts widget if using a custom app, [optionally create or manage your groups](https://help.salesforce.com/s/articleView?id=platform.user_groups.htm&type=5&language=en_US), create one or more broadcast topics, and assign them to groups. Then, give users access to Broadcast Communications. <!-- document id=eb89b1470336900696e41f0da407f12f22022ccfed2503788f9453163cf8603d url=/admin/current/en-us/service/264-0-0/incident_mgmt_enable_emails.md --> # Enable Broadcast Emails Enable broadcast emails to let users send an email with critical information to impacted customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. From the Broadcast Settings tab, enable Broadcast Email. After broadcast emails are enabled, [optionally create or manage your contact list views](https://trailhead.salesforce.com/content/learn/modules/contacts-list-view-step-by-step/work-with-contact-list-views) and give users access to Broadcast Communications. When your users create a broadcast email, they can choose to send it to a predetermined contact list view or to case or product contacts related to the incident. <!-- document id=6e8781b79dee93b43f3514a6ed133f2f31ce49855b6956392f72cd81be09454a url=/admin/current/en-us/service/264-0-0/incident_mgmt_enable_site_banners.md --> # Enable Broadcast Site Banners Enable broadcast site banners to let users add a banner with critical information to your Aura and LWR sites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you enable broadcast site banners, [enable Digital Experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. From the Broadcast Settings tab, enable Broadcast Site Banner. After broadcast site banners are enabled, create one or more broadcast topics and assign them to network sites. <!-- document id=964cb93ba8e31b438cfd5fc13fd40ee98c0f50ccbdc5d3f064dd120c4de6d152 url=/admin/current/en-us/service/264-0-0/incident_mgmt_enable_slack.md --> # Enable Broadcast Slack Messages Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Complete the [Service for Slack app and Swarming setup](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&release=264.0.0&type=5 "Get rid of tiered support and start swarming in just a few steps. You can choose to keep swarm collaboration on the Salesforce record, or swarm with Slack."). 3. From the Customer Service Incident Management’s Broadcast Settings tab, enable Broadcast Slack Message. After broadcast Slack messages are enabled, optionally review which Slack channels you want to use for broadcasts, create one or more broadcast topics, and assign them to Slack channels. Then, give users access to Broadcast Communications. <!-- document id=fa8e0bc32f6e01b8012c096bca6306e06c40084f55a9e079b799016ce5b3b47a url=/admin/current/en-us/service/264-0-0/case_interaction_enabling.md --> # Enable Case Feed Actions and Feed Items in Salesforce Classic Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48095e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48095e64 ">To change support settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48095e64 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48095e64 ">To create and edit profiles and permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48095e64 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Salesforce orgs created before the Winter ’14 release, you must enable feed tracking on Cases before you can enable the Case Feed actions and feed items. If feed tracking isn’t enabled, then the Enable Case Feed Actions and Feed Items isn’t visible. In Salesforce organizations created after the Winter ’14 release, feed tracking on cases and Case Feed actions and feed items are automatically enabled. 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit**. 3. Select Enable Case Feed Actions and Feed Items. 4. Click **Save**. When you enable Case Feed actions and feed items, your cases are upgraded to the new user interface automatically. We recommend that you wait until this upgrade process is finished before giving users access to Case Feed. ## Create Permission Sets for Case Feed After you enable Case Feed for your organization, create a permission set to give users access to it. 1. Create a permission set for Case Feed. 2. On the Permission Set page, click **App Permissions**. 3. Select Use Case Feed. Optionally, select any other permissions you want to include in the set. 4. Click **Save**. The Use Case Feed permission is available only on orgs created before Winter ‘14 that haven’t enabled feed-based layouts. Case Feed is automatically enabled and assigned to all standard profiles in Salesforce organizations created after the Winter ’14 release. If you have an existing permission set, you can edit it to include the Use Case Feed permission. However, doing so affects field visibility on the Printable View page. When the permission is enabled, you can't see all the record fields. To view all record fields, disable the permission. ## Assign Case Feed to Users After you've enabled Case Feed in your organization and created a permission set that includes it, assign that permission set to users. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Select a user's name. 3. In the Permission Set Assignments list, click **Edit Assignments**. 4. Select the permission set you want in the Available Permission Sets list, and then click **Add**. 5. Click **Save**. ## Give Users Access to Case Feed Through Custom Profiles Instead of giving users access to Case Feed through permission sets, you can create a custom profile that includes the Use Case Feed user permission. 1. Create a profile. 2. On the Profile page, click **Edit**. 3. In General User Permissions, select Use Case Feed. 4. Click **Save**. 5. Assign users to the profile. #### See Also - [Set Up Cases for Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_setting_up.htm&release=264.0.0&type=5 "Follow these high-level steps to set up Case Feed in Salesforce Classic.") <!-- document id=235b228c76aba81999b982c26376564e15a418650465975a58353b72f1cab78c url=/admin/current/en-us/service/264-0-0/live_agent_enable.md --> # Enable Chat Get started with Chat by enabling it for your Salesforce org. After you enable Chat, you can customize it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10822e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10822e55 ">To enable Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10822e55 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. From Setup, enter Chat Settings in the Quick Find box, then select **Chat Settings**. 2. Select Enable Chat. 3. Click **Save**. <!-- document id=d9329d6f9abbc538adb9669115c1b02eaa9efa7d2493501ce5d2e931a538c9e3 url=/admin/current/en-us/service/264-0-0/service_swarming_intro.md --> # Enable Collaboration with Swarming Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both. ![Swarming banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/main-banner-lm-swarming.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Bring Collective Expertise to Customers Faster</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_ugk_2qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ugk_2qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Get Oriented</strong> </p> <p> <a name="service_swarming_intro__image_b1z_mry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_b1z_mry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span> <em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/trails/service-cloud-for-slack" target="_blank">Service Cloud for Slack</a> </p> <p>360 Blog: <a href="https://www.salesforce.com/blog/what-is-case-swarming/" target="_blank">What Is Service Swarming?</a></p> <p>360 Blog: <a href="https://www.salesforce.com/blog/collaborative-customer-service/" target="_blank">How Collaborative Customer Service Improves Customer Experience and Accelerates Agent Productivity</a></p> <p>Consortium for Service Innovation: <a href="https://library.serviceinnovation.org/Intelligent_Swarming" target="_blank">Intelligent Swarming</a></p> <p class="doc_video"> <a name="service_swarming_intro__image_pbs_4ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_pbs_4ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span> <em>Video:</em> <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/Zv4osFTZFGzvweZZiHQXts?" target="_blank"> <span class="doc_video_title">Service: Core Service: Swarming</span> </a> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_n1t_qry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_n1t_qry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&release=264.0.0&type=5" title="Before you use Swarming, make sure you understand its limitations.">Limitations and Considerations for Swarming</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_ct5_fqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ct5_fqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span> </p> <p> <strong>Learn About Swarming in Lightning Experience</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_xdl_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_xdl_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&release=264.0.0&type=5" title="Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed.">Swarm in Lightning Experience</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_vhm_sqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_vhm_sqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span> </p> <p> <strong>Learn About Swarming in Slack</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_vmp_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_vmp_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack.htm&type=5&language=en_US" target="_blank">Start a Swarm in Slack</a> </p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Empower Support Reps to Rapidly Solve Issues in Lightning Experience</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_as5_nqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_as5_nqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Set Up Swarming</strong> </p> <p> <a name="service_swarming_intro__image_uyv_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_uyv_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.turn_on_swarming.htm&release=264.0.0&type=5" title="To begin swarming on customer issues and reduce customer resolution times, turn on Swarming.">Turn On Swarming</a> </p> <p class="doc_video"> <a name="service_swarming_intro__image_ovx_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ovx_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.set_up_perms_swarming.htm&release=264.0.0&type=5" title="Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions.">Set Up Swarming User Permissions</a> </p> <p> <a name="service_swarming_intro__image_lpz_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_lpz_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.set_up_flows_swarming.htm&release=264.0.0&type=5" title="After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce.">Configure Swarming Flows</a> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_rlb_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_rlb_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.console_objects_swarming.htm&release=264.0.0&type=5" title="Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists.">Set Up Your Service Console for Swarming</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_rbd_4qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_rbd_4qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span> </p> <p> <strong>Route Swarms to the Right People</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_ezd_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ezd_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.prep_omni_for_swarming.htm&release=264.0.0&type=5" title="Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing.">Set Up Expert Finder for Swarming</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_pks_4qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_pks_4qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Integrate"></span> </p> <p> <strong>Take Action from Lightning Experience</strong> </p> <p> <a name="service_swarming_intro__image_z5h_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_z5h_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&release=264.0.0&type=5" title="Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed.">Swarm in Lightning Experience</a> </p> <p> <a name="service_swarming_intro__image_onj_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_onj_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.add_members_swarm.htm&release=264.0.0&type=5" title="If resolving a customer issue requires help from others with different skills, you can add members to an ongoing swarm. Use Expert Finder to find people with the best skills, availability, and capacity. Or add people directly, by name. When you’re using Expert Finder, Omni-Channel routes invitations to the best available user with the specified skills and creates swarm member records for the case and swarm. Add swarm members by name, find them by skill with Expert Finder, or skip adding swarm members and add them later.">Add Members to a Swarm in Lightning Experience</a> </p> <p> <a name="service_swarming_intro__image_dhl_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_dhl_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.finish_swarming.htm&release=264.0.0&type=5" title="Mark a swarm as complete from Lightning Experience. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on support reps’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports.">Close a Swarm in Lightning Experience</a> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_ccn_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ccn_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.reopen_a_swarm.htm&release=264.0.0&type=5" title="Reopen a completed swarm from Lightning Experience to seamlessly restart the conversation. Reopening a swarm changes it from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or only those members who still have capacity.">Reopen a Swarm in Lightning Experience</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_v45_qqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_v45_qqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Person"></span> </p> <p> <strong>Bring Collaboration to Lightning Experience (Optional)</strong> </p> <p> <a name="service_swarming_intro__image_ohs_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ohs_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.service_swarm_slack_collab_tool.htm&release=264.0.0&type=5" title="To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object.">Set Up a Collaboration Tool for Swarming</a> </p> <p> <a name="service_swarming_intro__image_cyt_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cyt_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=slack.set_up_slack.htm&type=5&language=en_US" target="_blank">Set Up Slack</a> </p> <p> <a name="service_swarming_intro__image_jrv_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_jrv_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=slack.service_swarm_slack_set_up_slack_conversations.htm&type=5&language=en_US" target="_blank">Set Up the Slack Conversations Component</a> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_n13_try_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_n13_try_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=slack.swarm_slack_conversations_limitations.htm&type=5&language=en_US" target="_blank">Considerations for the Slack Conversations Component</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_fds_rqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_fds_rqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span> </p> <p> <strong>Drive Collaboration with Swarming Insights</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_zlm_try_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_zlm_try_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.create_swarm_report.htm&release=264.0.0&type=5" title="To create swarm reports, use the out-of-the-box Service Cloud Swarming Reports and Dashboards AppExchange package, or create one of three report types. The package preconfigures report types, delivers several Swarming reports, and includes a complete swarming dashboard.">Create a Swarm Report</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Drive Efficiency with Streamlined Collaboration in Slack</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_ygc_1ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ygc_1ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Set Up Swarming</strong> </p> <p> <a name="service_swarming_intro__image_cpx_nry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cpx_nry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span> <em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/trails/service-cloud-for-slack" target="_blank">Service Cloud for Slack</a> </p> <p>360 Blog: <a href="https://www.salesforce.com/blog/what-is-case-swarming/" target="_blank">What Is Service Swarming?</a></p> <p>360 Blog: <a href="https://www.salesforce.com/blog/collaborative-customer-service/" target="_blank">How Collaborative Customer Service Improves Customer Experience and Accelerates Agent Productivity</a></p> <p>Consortium for Service Innovation: <a href="https://library.serviceinnovation.org/Intelligent_Swarming" target="_blank">Intelligent Swarming</a></p> <p> <a name="service_swarming_intro__image_kjn_pry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_kjn_pry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span> <em>Video:</em> <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/Zv4osFTZFGzvweZZiHQXts?" target="_blank"> <span class="doc_video_title">Service: Core Service: Swarming</span> </a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&release=264.0.0&type=5" title="Before you use Swarming, make sure you understand its limitations.">Limitations and Considerations for Swarming</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_ovq_1ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ovq_1ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span> </p> <p> <strong>Set Up Slack for Swarming</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_qcc_5ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_qcc_5ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&release=264.0.0&type=5" title="Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed.">Swarm in Lightning Experience</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="service_swarming_intro__image_cn1_bry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cn1_bry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span> </p> <p> <strong>Take Action in Slack</strong> </p> <p style="margin-bottom:0;"> <a name="service_swarming_intro__image_uhf_5ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_uhf_5ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack.htm&type=5&language=en_US" target="_blank">Start a Swarm in Slack</a> </p> </td> </tr> </tbody> </table> - **[Set Up Swarming](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&release=264.0.0&type=5)** Get rid of tiered support and start swarming in just a few steps. You can choose to keep swarm collaboration on the Salesforce record, or swarm with Slack. - **[Use Swarming in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.swarming_in_lex_intro.htm&release=264.0.0&type=5)** Start a swarm from a Salesforce record, add experts to the swarm, choose where you want to collaborate, and more. - **[Manage Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarm_manage.htm&release=264.0.0&type=5)** As users swarm on customer issues, measure engagement with Swarming dashboards and reports, manage your settings, and stay on top of Swarming limitations. <!-- document id=6f4100de7b9cb1d2b5ec0b5ed70e9e40008f28ff1efb0e03b8d800a2fffe6982 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_monitor_agents.md --> # Enable Command Center for Service Train and monitor service reps with Command Center for Service. View your service reps’ voice transcripts and chats as they help customers. Send private messages to service reps as needed during chats. You can view chats that are routed by Omni-Channel in Command Center for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158407e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158407e55 ">To set up Omni-Channel</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158407e55 ">“Customize Application”</td> </tr> </tbody> </table> 1. From Setup, enter Supervisor in the Quick Find box, and select **Supervisor Settings**. 2. Select the features that you want to enable. | Setting | Description | | --- | --- | | Conversation monitoring | Lets supervisors view Salesforce Voice transcripts and chat messages between service reps and customers. | | Agent sneak peek | Lets supervisors see what service reps are typing before they send a message. | | Customer sneak peek | Lets supervisors see what customers are typing before they send message. | | Whisper messaging | Lets supervisors send private messages to service reps during a chat. | 3. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To change the title of the component that displays the voice transcript, modify the Compact Layout. <!-- document id=db2f07d3c1834d46ae45457201b93848c6a1b37d84cd49943376ac48cc3a13a4 url=/admin/current/en-us/service/264-0-0/voice_intelligence_amazon_intelligence_enable.md --> # Enable Conversation Intelligence in Amazon Connect to Process the Rules For Amazon Connect contact centers, you must enable Conversation Intelligence for Contact Lens in the ContactLensProcessorFunction Lambda function. This Lambda function processes the Contact Lens rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. In the AWS Console, search Lambda. 2. To open Lambda, under Services, click **Lambda**. 3. On the AWS Lambda page, find the Lambda function with suffix \-ContactLensProcessorFunction. If you have multiple Amazon Connect instances, you see one Lambda function for each instance. ![Open this Lambda function.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_amazon_contactLensConsumerLambda.png) 4. Click the Lambda function name. 5. Click **Code**. 6. Select and open **signalConfig.js** from the file list. 7. Set the voiceIntelligenceEnabled attribute value to true. ![The option appears in the signalConfig.js subtab under the Code tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_enable_conversation_intelligence_processing.png) 8. Click **Deploy**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To keep track of your changes, version the Lambda function. If you update the Lambda function, you’ll need to apply this change again. #### See Also - [_Amazon Documentation_: Lambda Function Versions](https://docs.aws.amazon.com/lambda/latest/dg/configuration-versions.html) - [_Amazon Documentation_: Contact Lens for Amazon Connect](https://aws.amazon.com/connect/contact-lens/) <!-- document id=b1079d1c5fdc182ebeb1b77eaa5052e14d0b6b99ea8a6d185efc63b3e9e06daa url=/admin/current/en-us/service/264-0-0/ifs_enable_analytics.md --> # Enable CRM Analytics for Field Service Intelligence To use Field Service Intelligence, enable CRM Analytics and set up permissions. 1. On the Field Service Intelligence setup page, click **Assign** for the Assign the Field Service Intelligence Admin & CRM Analytics Plus Admin Permission step. This step assigns the Field Service Intelligence Admin and CRM Analytics Plus Admin permission sets to your user. 2. Go back to the Field Service Intelligence setup page and click **Enable** for the Enable CRM Analytics step. This step takes you to the Getting Started page for CRM Analytics, where you click **Enable CRM Analytics**. <!-- document id=4300d991f0968d91d8b3b516294856deaa8429f6a58a85e5f0112697e1424905 url=/admin/current/en-us/service/264-0-0/service_intelligence_enable_analytics.md --> # Enable CRM Analytics for Service Intelligence To use Service Intelligence, enable CRM Analytics and set up permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> On the Service Intelligence setup page, click **Start** for the Service Intelligence Installation Prerequisites step. This step performs 3 actions. It enables CRM Analytics to provide access to the Service Intelligence dashboards and analytics. Next, it assigns the Service Intelligence Admin and CRM Analytics Admin permission sets to you. Finally, it integrates CRM Analytics and Data 360, turning on this preference option on the Analytics Settings page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For orgs with specific Industry licenses, this step assigns the Revenue Intelligence Admin permission set instead of the CRM Analytics Admin permission set. Both provide access to CRM Analytics. The progress of these actions is visible on the Service Intelligence page. When the actions are complete, move on to install the Service Intelligence app. <!-- document id=77dee0d2eaa724c055088bce7b1bd6e7280da3c19cb50cfc8becf72736f85096 url=/admin/current/en-us/service/264-0-0/incident_mgmt_enable_incident_management.md --> # Enable Customer Service Incident Management Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Turn on Customer Service Incident Management in an existing Salesforce org. When Customer Service Incident Management is on, you can view more information about the new objects—Problem, Incident, and Change Request—from the Object Manager. You can turn off the feature from the Customer Service Incident Management setup page. Salesforce doesn’t delete any of your data when you disable Customer Service Incident Management, and all of its associated objects are also disabled. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Turn on Customer Service Incident Management. If the Customer Service Incident Management objects aren’t visible to your users, the user profile object tabs can sometimes be hidden. To give users access to the Customer Service Incident Management objects, turn on their permission at the profile level. 1. From Setup, in the Quick Find box, enter Profile, and then click **Profiles**. 2. Select the profile that you want to be able to access Customer Service Incident Management objects. 3. Click **Edit**. 4. In the Standard Object Permissions section, find the Incidents, Problems, or Change Requests object, and give the user profile access to the object. Users need at least Edit permissions to be able to see and edit Customer Service Incident Management records. 5. Under Tab Settings, select **Default On**. 6. Save your changes. 7. Repeat steps 4 through 6 for the other two Customer Service Incident Management objects. 8. Repeat steps 1 through 8 for other user profiles as needed. <!-- document id=c61e789cfca32dab1cf49c7e68629b47e13499f61dc432d67db57036c5fd452e url=/admin/current/en-us/service/264-0-0/task_cxi_enable.md --> # Enable Customer Signals Intelligence Enable Customer Signals Intelligence in Setup for insights into customer behaviors and preferences. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with <span>Data 360</span> enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3049e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e67 ">To enable Customer Signals Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3049e67 "> <p style="margin-bottom:0;">Data Cloud Admin permission set</p> </td> </tr> </tbody> </table> To use Customer Signals Intelligence, first [turn on Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&type=5&language=en_US). Update the [Data Cloud Connector permissions](https://help.salesforce.com/s/articleView?id=service.csi_update_vad_perms.htm&release=264.0.0&type=5 "To ingest objects and fields into Data 360, update the Data Cloud Connector permission set in your org ."). 1. From Setup, in the Quick Find box, enter Customer, and then select **Customer Signals Intelligence**. 2. Turn on **Customer Signals Intelligence**. 3. To use AI Services, [turn on Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US).  If you don’t turn on Einstein Generative AI, you won’t be able to configure AI Services. When you enable channels, all historic data is ingested into Data 360 and uses Data 360 credits. For more information on consumption, see [Billing Considerations for Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&type=5&language=en_US). <!-- document id=ffb92332da48b61184a55b8628119a1aa0de4c0efa820f0f7108953eebbffecd url=/admin/current/en-us/service/264-0-0/conversation_transcript_dc_obj_access.md --> # Enable Data Governance Permissions for Conversation Transcript Objects To customize access to Data 360 objects used in conversation transcripts, grant object access according to your chosen Data Governance policy. You can select from either attribute-based access control (ABAC) or role-based access control (RBAC). This allows you to have more control over your users' access to data. Follow instructions in [Grant Access to Data 360 Objects](http://sfdc.co/dc-objects) to assign these objects to an available policy. ## Associated Data 360 Objects <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d195117e60">Object TYpe</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d195117e63">Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d195117e66">Additional Information</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object TYpe" class="slds-cell-wrap" rowspan="7" style="vertical-align:top;" headers="d195117e60 ">Data Lake Objects (DLOs)</td> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Conversation</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a long-running conversation that can span multiple sessions. Used for viewing a participant's (such as a contact) entire conversation history.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Conversation Entry</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a single message or utterance from a conversation participant within a conversation.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Conversation Participant </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a single participant actively engaged in a conversation at a specific point in time. This tracks who is involved and when they joined, enabling analysis of conversation patterns and performance. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Messaging Session </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a single conversation between a customer and an agent on a messaging channel such as WhatsApp or Facebook Messenger. It tracks the context and progress of the interaction, enabling seamless customer support. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Participant</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a customer participating in a live chat with a support agent, or a contact center agent assisting a customer in a messaging session.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Related Record</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a record related to a conversation. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Voice Call</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a single phone or VoIP call within Salesforce call center solutions. The call record supports customer service interactions and sales outreach, tracking call details and related activities.</td> </tr> <tr class=""> <td data-label="Object TYpe" class="slds-cell-wrap" rowspan="7" style="vertical-align:top;" headers="d195117e60 ">Data Model Objects (DMOs)</td> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Conversation </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents bi-directional communication between two or more participants. It may be uni-channel or omni-channel, involving voice calls, messaging, or other forms of communication. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Conversation Entry </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a single communication, or portion of a communication with a person, within a broader set of communications. This also stores events such as the end of a call or the dropping of a participant. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Engagement Channel Participant </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents the individuals involved in a customer engagement across various channels, such as customers and service reps. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Engagement Participant App Role </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents information about participants in customer engagements, such as a customer interacting with a service rep. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Engagement Topic </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents the topics discussed by a customer and other attendees during an engagement. An engagement can have multiple topics, such as campaigns, promotions, opportunities, and tasks.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Messaging Session </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents online communication that is primarily text-based, but may include graphics. Not used to represent voice calls. </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e63 ">Voice Call</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d195117e66 ">Represents a specific type of voice communication, such as an inbound or outbound phone call. Used in unifying customer data, creating segments, and activating audiences for marketing and service purposes.</td> </tr> </tbody> </table> If you more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. <!-- document id=8b6fd2a381d9018278bef4c687c76a7cf5c6aec8820862691dc77e67298de697 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_dc_obj_access.md --> # Enable Data Governance Permissions for Service AI Adoption and Analytics Objects To customize access to Data 360 objects used by Service AI Adoption and Analytics, grant object access according to your selected Data Governance policy. You can select from either attribute-based access control (ABAC) or role-based access control (RBAC). This allows you to have more control over your users' access to data. Follow instructions in [Grant Access to Data 360 Objects](http://sfdc.co/dc-objects) to assign these objects to an available policy. ## Associated Data 360 Objects <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48989e60">Object TYpe</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48989e63">Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48989e66">Additional Information</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object TYpe" class="slds-cell-wrap" rowspan="8" style="vertical-align:top;" headers="d48989e60 ">Data Model Objects (DMOs)</td> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">Agent Work</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">Feature Usage</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">Gen AI Feedback</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">Gen AI Feedback Detail</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">ServiceAiFeatureRecords</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">ServiceAiFeatureSummary</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 "> ServiceAiFeatureSummaryMeasures</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e63 ">User</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d48989e66 "> </td> </tr> </tbody> </table> If you have more than one data space, grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. Follow the convention of <DataSpace Prefix>\_<Object Name>. <!-- document id=7f20c74acb78769dc81e0514d2ecdc1af16f9f3914e13ea9e440023e6ca07e84 url=/admin/current/en-us/service/264-0-0/service_insights_dc_obj_access.md --> # Enable Data Governance Permissions for Service Insights Objects To customize access to Data 360 objects used by Service Insights, grant object access according to your chosen Data Governance policy. You can select from either attribute-based access control (ABAC) or role-based access control (RBAC). This allows you to have more control over your users' access to data. Follow instructions in [Grant Access to Data 360 Objects](http://sfdc.co/dc-objects) to assign these objects to an available policy. ## Associated Data 360 Objects <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d189664e63">Object Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d189664e66">Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d189664e69">Additional Information</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object Type" class="slds-cell-wrap" rowspan="29" style="vertical-align:top;" headers="d189664e63 ">Data Model Objects (DMOs)</td> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Account</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Agent Service Presence </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Agent Work</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Case</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Case Update</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Category</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Email Message</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Gen AI Feedback</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Gen AI Feedback Detail</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Generated Operation Plan</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Generated Operation Plan Execution</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Assistant.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Knowledge Article </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Knowledge Article Category </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Knowledge Article Engagement </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Knowledge Article Version </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Linked Knowledge Article </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Operating Hours </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Service Agent Copilot Events </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Agent.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Service Agent Session Engagement </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Agentforce Service Agent.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Service Presence Status </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Invitation </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Question </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Question Response </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Response </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Subject </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">Survey Version</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">User</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e66 ">User Group</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d189664e69 "> </td> </tr> </tbody> </table> If you have more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. Follow the convention of <DataSpace Prefix>\_<Object Name>. <!-- document id=ddc8123633739fe45da421724274cb005b1c1c735081a57bd3c562630abe800a url=/admin/current/en-us/service/264-0-0/service_intelligence_dc_obj_access.md --> # Enable Data Governance Permissions for Service Intelligence Objects To customize access to Data 360 objects used by Service Intelligence, grant object access according to your chosen Data Governance policy. You can select from either attribute-based access control (ABAC) or role-based access control (RBAC). This allows you to have more control over your users' access to data. Follow instructions in [Grant Access to Data 360 Objects](http://sfdc.co/dc-objects) to assign these objects to an available policy. ## Associated Data 360 Objects <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156371e63">Object TYpe</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156371e66">Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156371e69">Additional Information</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object TYpe" class="slds-cell-wrap" rowspan="29" style="vertical-align:top;" headers="d156371e63 ">Data Model Objects (DMOs)</td> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Account</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Account Contact</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Agent Service Presence </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Agent Work</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Case</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Case Update</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Category</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Contact Point Email</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Conversation Entry Transcript Excerpt</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Einstein Conversation Mining</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Conversation Reason </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Einstein Conversation Mining</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Conversation Reason Category</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Einstein Conversation Mining</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Conv Reason Report Definition</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Einstein Conversation Mining</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Email Message</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Knowledge Article </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Knowledge Article Category </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Knowledge Article Engagement </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Knowledge Article Version </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Linked Knowledge Article </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Knowledge.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Operating Hours </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Service Presence Status </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Invitation </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Question </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Question Response </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Response </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Subject </td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">Survey Version</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 ">Related to Feedback Management.</td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">User</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> <tr class=""> <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e66 ">User Group</td> <td data-label="Additional Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d156371e69 "> </td> </tr> </tbody> </table> If you more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. Follow the convention of <DataSpace Prefix>\_<Object Name>. <!-- document id=8e8a9685c4ae89eacd7e1c7310870a820293122b794df4f94de4c71fe1e8c289 url=/admin/current/en-us/service/264-0-0/bots_service_create_scratch_org.md --> # Enable Einstein Bots in a Scratch Org You can quickly enable Einstein Bots in a scratch org using Salesforce DX. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27144e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27144e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27144e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Learn more about scratch orgs in the [Salesforce DX Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_scratch_orgs.htm). To enable Einstein Bots in a scratch org, add this code to your definition file: ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example ```javascript { "orgName": "AcmeCorp", "edition": "Developer", "features": ["ServiceCloud", "Chatbot"], "hasSampleData": "false", "settings": { "liveAgentSettings": { "enableLiveAgent": true }, "botSettings": { "enableBots": true }, "orgPreferenceSettings": { "s1DesktopEnabled": true, "selfSetPasswordInApi": true, "s1EncryptedStoragePref2": false } } } ``` <!-- document id=4f33c474a14ead236ab04a966d365cf37eaad891fd209bae3f459e697de457ce url=/admin/current/en-us/service/264-0-0/cc_service_enable.md --> # Enable Einstein Classification Apps To get started, enable Einstein Classification Apps in Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14013e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14013e58 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14013e58 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> 1. From Setup, enter Einstein Classification in the Quick Find box, and then select **Einstein Classification**. 2. If you’re using the Try Einstein version, click **Review Terms** to review and accept the Main Services Agreement. 3. To enable the classification apps, click the toggle. Enabling can take a few minutes. ![Setup screen with classification apps enabled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_service_enable.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you disable classification apps, you must rebuild your models the next time you enable them. <!-- document id=93653ecc0253f8800a272a2eb6dfe9d19d8d31febe2518379597e7f8d3e03e66 url=/admin/current/en-us/service/264-0-0/conversation_mining_setup.md --> # Enable Einstein Conversation Mining Enable Einstein Conversation Mining in minutes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43601e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43601e55 ">To build and manage Einstein Conversation Mining reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43601e55 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Conversation Mining, and then select **Einstein Conversation Mining**. 2. Turn on **Einstein Conversation Mining**. 3. (Optional) To get reports on your Enhanced Conversations data, turn on **Connect to Data Cloud**. When you turn on Data 360, your conversational data connects to Data 360 for your Einstein Conversation Mining reports. To verify that it’s ready for use, look for the Connected status. Your data can take up to 1 hour to process from Conversation Storage Service (CSS) to Data 360 before you can start building an Enhanced Conversations report. The Enhanced Conversations channel is available to admins who store their conversational data in Conversation Storage Service (CSS). Admins with conversational data stored on the Salesforce platform don’t have access to this channel. ![Einstein Conversation Mining home page with a callout on Connect to Data Cloud.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/conversation_mining/einstein_conversation_mining.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note As of October 14, 2025, Data Cloud has been rebranded to Data 360. During this transition, you may see references to Data Cloud in our application and documentation. While the name is new, the functionality and content remains unchanged. <!-- document id=8ec6650d82d81807321bb5f4ceb39b5a32e7f11011556da0dc66b1ce415b52ad url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_setup.md --> # Enable Einstein Features for IT Services Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d128325e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d128325e70 ">To set up Einstein for IT Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d128325e70 ">View Setup and Configuration</td> </tr> </tbody> </table> Make sure to [Enable Einstein](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) and [Set Up Data 360 for Einstein](https://help.salesforce.com/s/articleView?id=data.c360_a_create_segment_einstein_setup.htm&type=5&language=en_US). 1. To automatically assign incidents with Einstein: 1. From the Setup menu, go to **Salesforce Go** > **Features**. 2. In the Features list, click **Keep Going** on the Incident Management card. 3. In the Incident Management page, turn on Let Einstein Assign Incidents. 2. To automatically create problem records with Einstein: 1. From the Setup menu, go to **Salesforce Go** > **Features**. 2. In the Features list, click **Keep Going** on the Problem Management card. 3. Click **Review** on the Turn On Problem Management card. 4. Turn on Create Problems with Einstein. 3. To automatically draft knowledge articles for your incidents, problems, and change requests with Einstein: When you turn on Einstein Knowledge Creation for Agentforce IT Service, two prompt templates, Create Knowledge Articles from Problem and Create Knowledge Articles from Incident, are deployed automatically. 1. From Salesforce Go page, go to the Features tab and search for Einstein Knowledge Creation for IT Service. 2. On Einstein Knowledge Creation for IT Service, click **Set Up** . 3. Click **Get Started**. 4. Click **Turn On**. This action turns on Einstein Generative AI and deploys the prebuilt prompt templates automatically. 5. To allow service reps to draft articles in multiple languages, [enable them in knowledge settings](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&type=5&language=en_US). Knowledge creation supports English, Dutch, French, Italian, German, Japanese, Portuguese (Brazil), Spanish (Mexico), Spanish (Spain) and Swedish. 4. To automatically assign problems with Einstein: 1. From Setup, in Quick Find box, enter Problem Management, and then select **Problem Management**. 2. Turn on **Assign Problems with Einstein**. Use Einstein to route problems to the appropriate queue based on problem details and similar records. 5. To automatically create change requests from problems or incidents with Einstein: 1. From Setup, in Quick Find box, enter Change Management, and then select **Change Management**. 2. Turn on **Create Change Requests with Einstein**. Use Einstein to create change requests from problems or incidents to automatically complete fields using source and related record data. 6. To identify affected configuration items (CIs) for incident, problem, and change request with Einstein: Before you begin, ensure that the affected CIs, and impacted CIs related list components are added to the incident, problem, and change request page layout. 1. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 2. Set up [Configuration Management Database (CMDB)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&type=5&language=en_US). 3. [Create a search index](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_create_index_config_data_kit.htm&type=5&language=en_US). <!-- document id=24d9aa2b57e012b2d71d0b7ac8ec3296fc4e39a55338eb917c62de8cd6b4d9fd url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_enable_audit_feedback.md --> # Enable Einstein Generative AI Audit and Feedback To ensure the Service AI Adoption and Analytics dashboard reports accurate ESAT KPI metrics, enable audit and feedback data in Einstein setup. Otherwise, these metrics might be incomplete or missing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13150e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13150e57 ">To turn on data collection:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13150e57 "> <p>View Setup</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Audit, and then select **Einstein Audit, Analytics, and Monitoring Setup**. 2. On the Einstein Audit, Analytics, and Monitoring Setup page, turn on **Audit and Feedback**. <!-- document id=e283b7f9d1170a9bc0e552d1188b99662d02c539aa044f20c7beb09f83124634 url=/admin/current/en-us/service/264-0-0/reply_rec_enable.md --> # Enable Einstein Reply Recommendations Turn on Einstein Reply Recommendations to get started. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31551e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31551e60 ">To enable Einstein Reply Recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31551e60 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Reply Recommendations, and select **Einstein Reply Recommendations**. 2. To turn on Einstein Reply Recommendations, click the toggle. ![Setup page to enable Einstein Reply Recommendations.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_enable.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you disable Einstein Reply Recommendations, you must rebuild your models the next time you enable it. <!-- document id=f1de610c7009f2dcc3ba745d13cb5dfaa5582e0fdc23452b9a2cd6c4955542d8 url=/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_enable.md --> # Enable Einstein Service Replies To get started, turn on Service Replies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18183e39">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18183e39 ">To activate an Einstein Reply Recommendations model:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18183e39 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, search for and select **Einstein Reply Recommendations**. 2. Under Enable Service Replies, turn on **Service Replies**. ![Einstein Service Replies setup page with the feature enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_enable.png) Service Replies uses a generic model that doesn’t require separate model training. #### See Also - [Ground Einstein Responses with Your Service Data](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&release=264.0.0&type=5 "Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.") <!-- document id=2e5de8590b8cf943f3afd21a0bd909e8ccd9037e6aa7b08414bbef685e50eddb url=/admin/current/en-us/service/264-0-0/pfs_enhanced_setup_enable.md --> # Enable Enhanced Scheduling and Optimization Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d170483e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">To enable Field Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">To install the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">To enable Enhanced Scheduling and Optimization: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170483e63 ">Customize Application </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Make sure that you meet these requirements. - Field Service is enabled. - The latest version of the Salesforce Field Service managed package is installed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings. 1. From Setup, in the Quick Find box, enter Field Service, and then select **Field Service Settings**. 2. To use the enhanced features, select **Field Service Enhanced Scheduling and Optimization** and then save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Turning on Field Service Enhanced Scheduling and Optimization also turns on Field Service Integration. ![Field service settings page in Setup with Integration and Enhanced Scheduling and Optimization enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_settings_enhanced_scheduling.png) You can now configure to use the enhanced engine for [all or selected service territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&type=5&language=en_US). - **[What’s the Fate of Older Salesforce Customizations?](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fate.htm&release=264.0.0&type=5)** Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or selected service territories. Enhanced Scheduling and Optimization is backward compatible so your existing implementations remain in place after you enable it. - **[Considerations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_considerations.htm&release=264.0.0&type=5)** Before using Enhanced Scheduling and Optimization, make sure you review some considerations. These considerations highlight the differences in functionality between the older scheduling engine and Enhanced Scheduling and Optimization. - **[Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&release=264.0.0&type=5)** Learn about the Enhanced Scheduling and Optimization limits and limitations. #### See Also - [Enable Field Service](https://help.salesforce.com/s/articleView?id=service.fs_enable.htm&release=264.0.0&type=5 "Enable Field Service to start using Field Service features.") - [Install the Field Service Managed Package](https://help.salesforce.com/s/articleView?id=service.pfs_install.htm&release=264.0.0&type=5 "After Field Service is enabled, install the managed package to gain access to the Classic Dispatch Console, scheduling tools, a range of custom objects, and Guided Setup.") - [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&release=264.0.0&type=5 "After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup.") - [Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&release=264.0.0&type=5 "Create Field Service permission sets from the Field Service Admin app.") - [Set Up Enhanced Optimization for Field Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&release=264.0.0&type=5 "As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported.") - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.") - [Transition to Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_transition.htm&release=264.0.0&type=5 "Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality.") <!-- document id=f9d308cde323bfbe86add95a7f2935d55ac8c962fc72f284ffd1e4f4b6278d99 url=/admin/current/en-us/service/264-0-0/enhanced_summaries_enable.md --> # Enable Enhanced Summaries To get started, turn on Enhanced Summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43733e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43733e57 ">To set up and manage Enhanced Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43733e57 "> <p>View Setup </p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Enhanced Summaries User permission set</p> </td> </tr> </tbody> </table> To use generative AI with Enhanced Summaries, first [turn on Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter and select **Enhanced Summaries**. 2. Turn on Enhanced Summaries. Enhanced Summaries uses a generic model that doesn’t require separate model training. ![The Enhanced Summaries page with the Enhance Summaries toggle turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/enhanced_summaries/enhanced_summaries_enable.png) 3. To generate summaries in the language set in the user’s locale settings, turn on Summary in User Language. Next, set up Case object to use Enhanced Summaries. #### See Also - [Set Up Enhanced Summaries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&release=264.0.0&type=5 "Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case.") <!-- document id=cc790acab6c44ce550f06e1fbc54edda189912be8e249a6218019baccf350c90 url=/admin/current/en-us/service/264-0-0/entitlements_enabling.md --> # Enable Entitlements Enable entitlements in your Salesforce org to help support reps deliver the correct service level to your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d118703e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118703e60 ">To enable entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118703e60 ">“Customize Application”</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only users with a standard System Administrator profile can enable entitlements. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. Select Entitlement Management. 3. Click **Save**. This takes you to a page where you can customize entitlement management settings. You’ll come back to those settings later on in the entitlement management setup process. <!-- document id=389ec8580bcff6b77ea0f8b5c9383096f0b6e304dd69d357b9f7ad88a4998809 url=/admin/current/en-us/service/264-0-0/es_enable_expense_management.md --> # Enable Expense Management App for Employees To help your employees submit expense reports directly in Employee Portal by using the service process or Agentforce, enable the Workday Expense Management MuleSoft integration app in the org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d57342e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57342e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57342e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Integrations, and then select **Integrations**. 2. Expand MuleSoft, and then select **MuleSoft Direct**. 3. On the Integrations Setup page, in the Available Assets section, [enable the Workday Expense Management integration app](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&type=5&language=en_US). <!-- document id=2392eda780962f13b21cba7821fbeaefbcdb672dcdc2d6dda598b0500fcd8251 url=/admin/current/en-us/service/264-0-0/hr_svc_enable_employee_access.md --> # Enable Feature Access Set the required access and system settings needed for confidential case reporting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d57509e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57509e59 ">To submit and manage confidential cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57509e59 ">Confidential Case Management</td> </tr> </tbody> </table> ## Configure the Case Object Record Type Set up the required confidential case type to route sensitive employee reports. 1. From Setup, in the Quick Find box, enter and select **Object Manager**. 2. Click the **Case** object. 3. Go to Fields & Relationships. 4. Select the **Type** field. 5. Under Case Type Picklist Values, click **New**. 6. Add the new picklist value Confidential. 7. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When managing an environment that uses languages other than English, override and manually update the flow so the picklist values match your local language. ## Configure the Public Complaint Object Record Type Set up the required confidential case type to route sensitive employee reports. 1. From Setup, in the Quick Find box, enter **Object Manager**. 2. Click the **Public Complaint** object. 3. Go to Fields & Relationships. 1. For Type: Select the **Type** field. Under Type Picklist Values, click **New**. Add the new picklist value Confidential. Save your changes. 1. For Subtype: Select the **Subtype** field. Under Subtype Picklist Values, click **New** and add subtype picklist values as required. Save your changes. ## Create a Confidential Case Report Create this report so authorized HR or Legal personnel can monitor all submitted confidential cases. 1. Go to the Reports tab. 2. Click **New Report**. 3. Select the **Cases** report type and click **Start Report**. 4. In the Report Builder, go to the Filters pane. 5. Add a filter for the Type field. 6. Set the filter by selecting Field as Type, Operator as Equals, and Value as Confidential. 7. Apply the filter. 8. Save and run the report. ### Implement Sharing Rules for Public Complaint Records Create a public group for authorized HR personnel and set up a sharing rule to restrict visibility of sensitive complaints to only those users. For detailed instructions on setting up criteria-based sharing rules, see [Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_about_sharing_rules.htm&language=en_US). <!-- document id=17708dede930faddc6f4ae9b06c94609fa60b57729d9b3a1d38171d4e53d5767 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_enable_features.md --> # Enable Features for Change Request Management in IT Services Turn on settings in your org that turn on Change Request Management and its associated features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124359e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124359e72 ">To turn on Change Request Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124359e72 ">View Setup and Configuration</td> </tr> </tbody> </table> To use configuration items in change request records, enable Confirguration Management Database (CMDB). 1. From the Salesforce Go page, go to the Features tab, search for and select **Change Management**. 2. Click **Get Started**, click **Turn On**, and then confirm the changes. 3. Click **Review** next to **Turn On Risk Assessment**. 4. Enable **Risk Assessment** to assess the risk of change requests based on evaluation questionnaire. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note New orgs created after the Winter '27 release don’t need this step. If you upgrade an existing org where Risk Assessment was set up before Winter '27, delete the existing Change Request Risk Score Expression Set. Then turn **Risk Assessment** off and on so Salesforce regenerates the expression set that calculates the normalized 1–100 score. 5. You can turn on settings to use the decision table for Risk Assessment to modify the table as per your business needs. 1. From Setup in the Quick Find box, search for and select **Business Rules Engine Settings**. 2. Enable **Industries Cloud Common Decision Tables Access**. 6. Configure the Priority Matrix for change requests. See [Configure Rules for Automatic Priority Assignment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily."). 7. Set up the Change Approval process. See [Advanced Approvals for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_approvals.htm&release=264.0.0&type=5 "Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows."). 8. Customize the page layout such as adding or modifying fields, editing picklist values, and adding related lists for change requests. 9. Add components to the change request record page to view and manage affected and impacted configuration items. 1. Open a change request record. 2. From the Setup menu, select **Edit Page**. 3. In the Lightning App Builder, drag and drop **Related Affected Config Items** and **Related Impacted Configuration Items** components to the desired region on the page. These components are available only when Configuration Management Database (CMDB) is enabled. 4. Click **Save**. 5. Click **Activate** to make the page available in Lightning Experience. 10. You can also set up advanced settings for Change Management. 1. To identify conflicts between a change requests that affect the same configuration item during overlapping schedules, set up change request conflict detection. See [Set Up Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_stage.htm&release=264.0.0&type=5 "Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish."). 2. Define the stage definition, steps, and assignment rules for each change type. See [Set Up Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_stage.htm&release=264.0.0&type=5 "Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish."). 3. Deliver the IT service change notifications through your preferred communication channel. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). 4. Set up event types for your business that helps schedule and deploy changes. See [IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5 "Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts."). 5. Turn on default field validations to maintain data accuracy throughout the change request lifecycle. Default field validations help prevent common errors during record creation and updates. These fields are validated and must meet the required input rules. | Validation Group | Fields with Default Validations | | --- | --- | | Estimated times | Estimated Start Time, Estimated End Time | | Actual dates | Actual Start Date | | Completion dates | Actual Start Date, Completion Date | | Required fields | Subject, Status, Priority, Impact, Risk Level, Type | | Assignment | Assigned User, Assigned Group | <!-- document id=397d85c2fae7e1e88096de2cc52af534ebe016e80235ada8c14a8a8183cb5400 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_enable_features.md --> # Enable Features for Problem Management Turn on settings in your org that enable Problem Management and its associated features for Agentforce IT Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54638e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54638e72 ">To enable Problem Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54638e72 ">System Administrator Profile</td> </tr> </tbody> </table> To use configuration items in problem records, enable Confirguration Management Database (CMDB). 1. From Salesforce Go page, go to the Features tab, search for and select **Problem Management**. 2. Click **Get Started** and then click **Turn On** and then confirm the changes. 3. Click **Review** next to **Turn on Field Validations**. 4. In the **Problem Management Settings** page, turn on **Default Field Validations for Problems**. 5. Turn on **Create Problems with Einstein** to use Einstein to create problems from incidents, automatically filling key fields using incident and related data. 6. Configure the Priority Matrix for Problem. See [Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily."). 7. Align the layout of the Problem Management page with your company's theme. 8. Add components to the problem record page to view and manage affected and impacted configuration items. 1. Open a problem record. 2. From the Setup menu, select **Edit Page**. 3. In the Lightning App Builder, drag and drop **Related Affected Config Items** and **Related Impacted Configuration Items** components to the desired region on the page. These components are available only when Configuration Management Database (CMDB) is enabled. 4. Click **Save**. 5. Click **Activate** to make the page available in Lightning Experience. 9. Build agents to support problem resolution. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?language=en_US&id=ai.agent_setup_type.htm&type=5). <!-- document id=1af68bdb70772764cfe6ad22219261de0e01ee653e0cdb3af510ab9d143cc094 url=/admin/current/en-us/service/264-0-0/wfs_enable_field_scheduling.md --> # Enable Field Scheduling Make field scheduling available across your org and set the options that shape appointments requiring worker travel to constituent locations, such as homes, businesses, or inspection sites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17641e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17641e64 ">To turn on field scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17641e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Basic Settings**. 2. Under Enable Scheduling Methods, turn on **Field Scheduling**. <!-- document id=87454da0f3552a065771bcf83aa9d533f5b8d70b97f4872e8a32ad77a8bbb6fa url=/admin/current/en-us/service/264-0-0/fs_enable.md --> # Enable Field Service Enable Field Service to start using Field Service features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89253e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89253e72 ">To enable Field Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89253e72 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, enter Field Service Settings in the Quick Find box, then select **Field Service Settings**. 2. Enable Field Service, and click **Save** to display more settings. If you don’t have a Field Service add-on license, an option to enable work orders is on by default. If Field Service was enabled, but the license was removed or has expired, that option is off by default. 3. Optionally, turn on in-app notifications for Salesforce app and Lightning Experience users when any of the following actions occurs on a work order or work order line item that they own or follow: - A text or file post is added - A tracked field is updated - The record owner changes - The resource assignments change on a related service appointment If the option to track all related objects is selected in your feed tracking settings for work orders, users are also notified when child records of work orders—such as service appointments—are created or deleted. 4. Optionally, update the sharing settings. See [Limit Access to Field Service Records](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&release=264.0.0&type=5 "When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage."). 5. When you set up work types, which are templates for work orders, you can opt to automatically add a service appointment to new work orders or work order line items associated with a work type. Configure the number of days between the created date and due date on auto-created service appointments. 6. If you want to use your knowledge base in field service, select the fields that the search engine scans to suggest articles on work orders or work order line items. 7. Save your changes. ![Settings page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_setup_page.png) #### See Also - [_Trailhead_: Field Service Basics](https://trailhead.salesforce.com/en/modules/field_service_basics) <!-- document id=6046e2ad20d0367b23d3c5abc9d26412b6a214e4fa8b118ca84366d04e2da2c6 url=/admin/current/en-us/service/264-0-0/pfs_enhanced_optimization_dynamic_scaling_enable.md --> # Enable Field Service Dynamic Scaling Set up large-scale global and in-day optimization to efficiently optimize your entire Field Service dataset. With dynamic scaling, you don’t need to manually set up optimization groups and define boundaries between areas that need to be optimized together, or split data due to system limits. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158473e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158473e74 ">To enable dynamic scaling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158473e74 ">FSL Admin Permissions custom permission set</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Dynamic Scaling is available only when you’re using Enhanced Scheduling and Optimization. 1. From the App Launcher, find and open the Field Service Admin app, and then click **Field Service Settings**. 2. Under Optimization, click **Logic**. 3. Select **Enable Dynamic Scaling**. 4. Save your changes. #### See Also - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&release=264.0.0&type=5 "Learn about the Enhanced Scheduling and Optimization limits and limitations.") - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) <!-- document id=ce2eca2fc442e18e35c9b8c8d2203d1398f1f898f6db98fe198616e5dc60fc47 url=/admin/current/en-us/service/264-0-0/fs_asp_objects.md --> # Enable Field-Level Security for the Data Cloud Salesforce Connector Permission Set To properly configure Asset Service Prediction, ensure that the Data Cloud Salesforce Connector permission set has the necessary access to specific fields across several key objects. Grant field-level permissions on the following core objects: - **Asset**: This object holds critical information about the assets themselves, including their history, specifications, and current status. - **Product**: Details about the products associated with the assets are essential for understanding their design and common failure points. - **Work Order**: This object provides insights into past service events, including the nature of the work performed, resolutions, and any recurring issues. - **Work Type**: Understanding different categories of work helps in classifying service needs and predicting future service requirements. Enable Read access for all related objects containing supplementary information for service prediction to ensure the Asset Service Prediction engine can access all relevant data. Also, enable Read access for all fields needed to create an Asset Service Action, as these define actions based on service predictions. For detailed user permission guidance in external Salesforce organizations, see [Enable User Permissions in External Salesforce Org](https://help.salesforce.com/s/articleView?id=data.c360_a_enable_user_permissions_external_salesforce_org.htm&language=en_US). <!-- document id=7db5426096c4efbd5aee5647ece0183af71c5b8a54ad97f0e6b4eab2fa4f67e7 url=/admin/current/en-us/service/264-0-0/messaging_file_sharing.md --> # Enable File Sharing for Enhanced Messaging Channels To let service reps and bots share files with customers in enhanced Messaging channels and Enhanced Chat, configure your content delivery settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_file_sharing__d269e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_file_sharing__d269e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96898e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96898e95 ">To enable content deliveries and public links:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96898e95 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96898e95 ">To create public links:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96898e95 ">Create Public Links</td> </tr> </tbody> </table> 1. In Setup, enter Content Deliveries in the Quick Find box, and then select **Content Deliveries and Public Links**. 2. In the first section, select the first two checkboxes. 3. In the password defaults section, select either the first or the second option. If password protection is required (the third option), service reps can’t send files in enhanced messaging channels. ![Content Deliveries and Public Links settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_link_settings.png) 4. Save your changes. 5. Verify that the Create Public Links user permission is assigned to any user who will share files. If these settings aren’t configured correctly, service reps see an error message when they try to use the Attach action in the messaging window. <!-- document id=b880d98e808b58c51ddf83a3241cfe85e3ef111babf968735a47df7c2a8be757 url=/admin/current/en-us/service/264-0-0/fwm_enable.md --> # Enable Frontline Workforce Management and Feature Preferences To use Frontline Workforce Management, turn on the org preference in Salesforce Go. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> 1. Select **Salesforce Go** from the gear menu or from the main Setup menu. 2. Select **Frontline Workforce Management**. 3. Follow the steps on the page. <!-- document id=b55f1bbf3437f8d98e5fa358eea25530e002231f64fa030ec4be3bb14391351d url=/admin/current/en-us/service/264-0-0/idea_themes_settings.md --> # Enable Idea Themes Enable idea themes, so community members can collaborate and add ideas to the idea theme. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30597e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30597e54 ">To customize Idea Themes settings: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30597e54 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, enter Idea Themes Settings in the Quick Find box, then select **Idea Themes Settings**. 2. Click **Edit**. 3. Select Enable Idea Themes. 4. Click **Save**. #### See Also - [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas.") <!-- document id=0e04ecce6871468e15a7aff6109662f0727b59b2f16dfd16b3f4b90b72ce61e8 url=/admin/current/en-us/service/264-0-0/workforce_engagement_enable_intraday_management.md --> # Enable Intraday Management and Real-Time Adherence Activate the Intraday Management dashboard and real-time adherence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> 1. From **Setup**, enter Workforce Engagement in the **Quick Find** box, then select **Workforce Engagement**. 2. Turn on the **Turn on Workforce Management** toggle. 3. Select **Turn on Workforce Engagement** and **Show historical adherence metrics**. 4. In the **Install Apps** section, click **Manage App** next to **Install the Workforce Engagement Management app** to install or manage the analytics app for workforce dashboards and reports. <!-- document id=99ed2f9b05b9815ccf9dc5f4957d5965c2a8cf9390687b5c1b9f1b5d004e1f03 url=/admin/current/en-us/service/264-0-0/it_srvcs_notif_enable_feature.md --> # Enable IT Notifications Use Salesforce Go to enable and configure notifications for your IT service team and employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, find and select Salesforce Go. 2. In the search box, find and select **Notification for Employee Service**. 3. Enable Turn On Notification Service. 4. Select **Configure Preferred Notification Channels**. 5. Click **Go to Setup**. 6. Select at least one delivery channel. - Email - In-app - Slack - Microsoft Teams After you set up Notifications, predefined notifications appear in the All Notifications list and are set to `Active` status. From the list, clone or disable active notifications. Also, clone, edit, delete, or activate draft or inactivate notifications. <!-- document id=b42f9ebf874967c7ea39313e25dd84cd2d2cd05760f7c8841720238b102e651a url=/admin/current/en-us/service/264-0-0/knowledge_blocks_enable.md --> # Enable Knowledge Blocks Turn on Knowledge Blocks from the Enhanced Knowledge Settings page in Setup. After you enable it, knowledge managers and authors can access the Knowledge Blocks and Knowledge Block Versions apps from the App Launcher. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d142339e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142339e56 ">To enable Knowledge Blocks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142339e56 "> <p>Knowledge User license </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important After you turn on Knowledge Blocks, you can't turn it off. 1. From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. 2. Turn on **Knowledge Blocks**. ![The Enhanced Knowledge Settings page showing the Knowledge Blocks toggle enabled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_block_setup.png) 3. Save your changes. Knowledge managers and authors can now access two apps from the App Launcher: - **Knowledge Blocks app.** Create and manage blocks. - **Knowledge Block Versions app.** Create and manage block versions, including versions in different languages. #### See Also - [Create and Publish a Knowledge Block](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_create.htm&release=264.0.0&type=5 "Create a reusable content block, save it as a draft, and publish it so it's available to insert into articles.") <!-- document id=1524368e6f63d45a443adef81e39d8fbf0786151ff8a1a91f572a85a723e11d3 url=/admin/current/en-us/service/264-0-0/knowledge_tab_enable_premission.md --> # Enable Knowledge One with Permission Sets To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88074e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88074e59 ">To create or edit permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88074e59 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88074e59 ">To create and edit external data sources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88074e59 ">Customize Application</td> </tr> </tbody> </table> To add the Knowledge One permission to a permission set: 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click the permission set you want to add the Knowledge One permission to. 3. In the **Find Settings...** box, enter Knowledge. 4. Select **Knowledge One** from the list of suggestions. 5. Click **Edit**. 6. Under Knowledge Management, check the Enabled check box for Knowledge One. 7. Click **Save**. 8. Ensure each user has at least a Read permission on at least one article type. Once Knowledge One is available for your users, define your external data sources. Your external data sources appear under your articles both in the search results and the left-side panel. #### See Also - [Enable Knowledge One with Profiles](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_enable_profile.htm&release=264.0.0&type=5 "To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their profiles.") - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=29d6805bff039a0a2db9c6ed87b4a684c8ba35eb6e187cdfd06480f44fd7da36 url=/admin/current/en-us/service/264-0-0/knowledge_tab_enable_profile.md --> # Enable Knowledge One with Profiles To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41605e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41605e59 ">To create or edit profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41605e59 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41605e59 ">To create and edit external data sources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41605e59 ">Customize Application</td> </tr> </tbody> </table> To add the Knowledge One permission to a profile: 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Click the profile you want to add the Knowledge One permission to. 3. In the **Find Settings...** box, enter Knowledge. 4. Select **Knowledge One** from the list of suggestions. 5. Click **Edit**. 6. Under Knowledge Management, check Knowledge One. 7. Click **Save**. 8. Ensure each user has at least a Read permission on at least one article type. Once Knowledge One is available for your users, define your external data sources. Your external data sources appear under your articles both in the search results and the left-side panel. #### See Also - [Enable Knowledge One with Permission Sets](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_enable_premission.htm&release=264.0.0&type=5 "To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their permission sets.") - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=2525960a4492e6939c8639582cc72386836783fadbd2b68d920225d3dc183c50 url=/admin/current/en-us/service/264-0-0/es_enable_leave_management.md --> # Enable Leave Management for Employees To help your employees submit leave requests and track leave balances directly in Employee Portal by using Agentforce or the service processes, enable the Absence Manager integration app in the org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d180226e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180226e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180226e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Integrations, and then select **Integrations**. 2. Expand MuleSoft, and then select **MuleSoft Direct**. 3. On the Integrations Setup page, in the Available Assets section, [enable the Absence Manager integration app](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&type=5&language=en_US). <!-- document id=66635f95ab93da5a9293ff73125a713c4091f5fa071093aa59a47c1a93877b5b url=/admin/current/en-us/service/264-0-0/knowledge_lightning_enable.md --> # Enable Lightning Knowledge Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d173618e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173618e58 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173618e58 "> <p style="margin-bottom:0;">Knowledge User license</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If Knowledge in Salesforce Classic is already enabled in your org, use the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.") instead of enabling Knowledge here. 1. From Setup, enter Knowledge in the Quick Find box and click **Knowledge Settings**. 2. On the Knowledge Settings page, click **Edit**. 3. Select **Enable Lightning Knowledge**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To enable Lightning Knowledge, you must have one article type. After you enable Lightning Knowledge, you can’t disable it. 4. Enable any other Knowledge settings that you want. 5. Click **Save**. After Lightning Knowledge is enabled, **Knowledge** appears in the Object Manager. This is where you control your Lightning Knowledge settings and page layouts. Whenever you change the name and API name of your Knowledge Base in Object Manager, we recommend that you do a hard refresh of your browser to avoid server errors. Changing the knowledge base name also affects customizations, Apex, and SOQL queries. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Enabling Lightning Knowledge changes your Org's data model to use record types rather than article types. Orgs with multiple articles types require data migration to consolidate article types before enabling Lightning Knowledge. Remember, after you enable Lightning Knowledge, you can't disable it. Test in a Sandbox or Trial org before enabling in production. <!-- document id=e835fd16d1b40c7d472471b9ee4dd12d79cc91b58237bb22fd9f7c1a16156845 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_knowledge_mgmt.md --> # Enable Lightning Knowledge for IT Services Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> To set up Salesforce Knowledge, a Salesforce admin must be a Knowledge User to access settings for Knowledge. Log in with your Salesforce admin credentials. Then, on the Users page in Setup, click **Edit** next to your name, select **Knowledge User**, and save your changes. 1. To set up your knowledge base in Lightning Experience, use the guided setup flow in Salesforce Go. After you enable Lightning Knowledge, you can’t disable it. 1. Go to Salesforce Go and search for Knowledge. 2. Click **Get Started** or **Keep Going**. 3. Turn on Knowledge. 4. To trigger the setup flow for Lightning Knowledge, click **Manage** next to Assign your Knowledge Authors and Create Data Categories. Follow the instructions in the setup flow to complete the setup. To learn more about what the flow does, see [Set Up Lightning Knowledge with a Guided Setup Flow](https://help.salesforce.com/s/articleView?id=service.service_setup_knowledge.htm&type=5&language=en_US) 2. To give your support team access to articles in Lightning Knowledge, create user profiles and assign the appropriate permissions. The permissions allow users to create, edit, archive, and delete articles. See [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&type=5&language=en_US). <!-- document id=4f44116a575c2466e5b8756c2a5eb0579e6b70e206a236b60bd1b600c3263f25 url=/admin/current/en-us/service/264-0-0/afcc_sv_enable_listen_in.md --> # Enable Listen In for Agentforce Contact Center Supervisors Enable supervisors to listen in to any ongoing call from the Command Center for Service. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62692e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62692e70 ">To edit user permissions and permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62692e70 ">Manage Sharing</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62692e70 ">To set default sharing access and change the <code>Grant Access Using Hierarchies</code> option:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62692e70 ">Manage Sharing</td> </tr> </tbody> </table> 1. Verify that supervisors in the contact center have the Agentforce Contact Center Supervisor (Salesforce Voice) permission set assigned. 2. To give supervisors access to voice call records owned by contact center reps, set up a role hierarchy. Assign supervisor users a role that is above reps in the hierarchy. #### See Also - [Enable User Permissions in Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_app_perms.htm&language=en_US) - [Controlling Access Using the Role Hierarchy](https://help.salesforce.com/s/articleView?id=platform.security_controlling_access_using_hierarchies.htm&language=en_US) <!-- document id=c626b30735e0781e74e0e98302e96e5d8202cdf20726e7447e154a473b022813 url=/admin/current/en-us/service/264-0-0/voice_listen_in_setup.md --> # Enable Listen In for Supervisors Enable supervisors to listen in to any ongoing call from Command Center for Service. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. To let Amazon Connect users listen in to a voice call, assign the ManagerListenIn permission in Amazon Connect. 2. From Amazon Connect, go to [Manage users](https://docs.aws.amazon.com/connect/latest/adminguide/manage-users.html), and then [Security profiles](https://docs.aws.amazon.com/connect/latest/adminguide/connect-security-profiles.html). 3. Reuse an [existing security profile](https://docs.aws.amazon.com/connect/latest/adminguide/update-security-profiles.html) to add Listen In capabilities or [create another one](https://docs.aws.amazon.com/connect/latest/adminguide/create-security-profile.html). 4. Enable the ManagerListenIn user permission. 5. Turn on **Enable Multi-Party Calls and Enhanced Monitoring**. Otherwise Salesforce Voice users are redirected to Amazon Connect to listen to the voice call. 6. Assign the security profile to users with the Salesforce Voice Contact Center Supervisor permission set assigned to them. <!-- document id=8c56b284f89d3e74719e13f6470a8ebf9970e1abfa0d3b05c7a300c52b9f6726 url=/admin/current/en-us/service/264-0-0/hr_svc_enbl_mgr_pvsng.md --> # Enable Manager Provisioning Automate manager assignments for Unified Employee License (UEL) profile users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> User Permissions Needed | LICENSE NAME | LICENSE TYPE | PERMISSION SET | | --- | --- | --- | | SvcCloudEmpHubEmpUsrAddOn | User | Employee Hub HR User Add-On License | | UnifiedEmployeeAddOn | User | Unified Employee Add On | ## Set Up Automated Manager Provisioning Managers are provisioned through a scheduled process that runs twice a day. 1. From Setup, in the quick find box, find and select **Employee User Settings**. 2. Turn on **Provision Manager**. 3. To monitor the status of these automated background operations, select **View Processes**. ## Provision Managers Manually You can manually trigger the provisioning process at any time to refresh existing records or assign managers to UEL users immediately. 1. From Setup, in the Quick Find box, find and select **Employee User Settings**. 2. Under Associate Manager Records, select **Run Manager Provisioning**. 3. To check the progress of manual provisioning, select **View Processes**. <!-- document id=0319f020ef86022cbb739aae76b3fed4be48f4c7898d302dea95e7f61357b7c9 url=/admin/current/en-us/service/264-0-0/pfs_map_polygons_enable.md --> # Enable Map Polygons in Field Service Set up and configure map polygons so you can draw your own territories directly on the map. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39961e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39961e72 ">To configure the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39961e72 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets** under Users. 2. Click **Field Service Dispatcher Permissions**. 3. In the Apps section, click **Custom Permissions**. 4. Click **Edit**. 5. Add the following available custom permissions to the enabled custom permissions. - FSL.Polygons - create\\update - FSL.Polygons - view 6. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To give access to a selection of your users, create custom permission sets and assign these permissions to those users. 7. [Create a tab](https://help.salesforce.com/articleView?id=creating_custom_object_tabs.htm&type=5&language=en_US) for the Map Polygon custom object. 8. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 9. Click **Service Appointment Workflow** | **Creation**. 10. Select Use polygons to assign service territories. 11. Set the territory classification policy to **Highest**. When there are parent-child relationships between service territories (for example, San Francisco and California), the service appointment is assigned to the highest territory in the hierarchy (California). Select **Lower** if you want appointments to be assigned to the lowest territory (San Francisco). Service appointments are never assigned to middle-tier territories. If you selected **Use polygons to assign service territories** and you also selected **Delay Auto-Scheduling until Appointments are Geocoded** under **Field Service Settings** | **Scheduling** | **General Logic**, the territory classification starts only after the data integration rule for service appointments updates the geolocation information. #### See Also - [Schedule an Appointment Automatically](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_auto.htm&type=5&language=en_US) - [Manage Data Integration Rules for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_location_tracking.htm&type=5&language=en_US) <!-- document id=aa67be2b7b4a95b8ae83740819b2be3c67c7f2ad41338c2b86b2d6d910d94208 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_feed_item.md --> # Enable Milestone Feed Items Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d154687e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154687e60 ">To enable milestone feed items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154687e60 ">Manage Entitlements</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - Chatter and entitlements must be enabled in your org. - Enabling milestone feed items doesn’t create feed items for milestones that have already been completed or violated. - If you add entitlement management to an experience, enabling milestone feed items also makes feed items visible to experience users. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. Select **Enable milestone feed items**. This enables feed items for both cases and work orders. When milestones feed items are posted, support reps can click the milestone name to view its details. <!-- document id=e56f2d528973106fbf2b13300895bd8d4d378600b82b42c3e6aeae2d0214a3ad url=/admin/current/en-us/service/264-0-0/sla_milestones_feed_item.md --> # Enable Milestone Feed Items Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d127047e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d127047e57 ">To enable milestone feed items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d127047e57 ">Manage Entitlements</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - Chatter and entitlements must be enabled in your org. - Enabling milestone feed items doesn’t create feed items for milestones that have already been completed or violated. - If you add SLA management to an experience, enabling milestone feed items also makes feed items visible to experience users. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. Select **Enable milestone feed items**. This enables feed items for both cases and work orders. When milestones feed items are posted, support reps can click the milestone name to view its details. <!-- document id=4691b0fc5008bffc8cda244eddbeaadf9bb5cd58b10ea9d9a507eec8bc09bda9 url=/admin/current/en-us/service/264-0-0/pfs_multiday.md --> # Enable Multiday Field Service Appointments Some Field Service industries have service appointments that span multiple days, for example, utility infrastructure repairs and installations. With multiday service appointments you can schedule service appointments that span resources' nonavailability without rule violations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85225e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85225e76 ">To customize the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85225e76 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85225e76 ">To use the Long-Term Gantt view:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85225e76 ">Longterm View custom permission</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Scheduling** | **General Logic**. 3. In the Multi-day service appointment field field, select **Is MultiDay**. 4. In Setup, add the Is MultiDay field to your service appointment page layout and save your changes. 5. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets** under Users. 6. Click **Field Service Dispatcher Permissions**. 7. In the Apps section, click **Custom Permissions**. 8. Click **Edit**. 9. Add the Longterm View custom permission to the Field Service Dispatcher permission set. This permission lets dispatchers select the Long-Term view in the Gantt, which displays up to 6 months at a time. The Long-Term view displays up to 1000 service appointments. The Long-Term view comes with filtering options, including the option to show only multiday appointments. Customize your Long-Term view settings from the Gantt filter’s Hours tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Long-Term view replaces the Multiday view, which displays 5 weeks at a time but doesn’t include filtering options. 10. Click **Save**. 11. To indicate that a service appointment must span multiple days, select **Is Multiday** on the appointment. The length of the multiday appointment is based on its duration and the assigned resource’s availability. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Let’s say you want to find the best resource to complete a multiday service appointment in San Francisco. Your service resources in San Francisco have operating hours from 9:00 AM to 6:00 PM, and their Resource Availability Work Rule gives them 30 minutes of travel time to and from appointments. You need to schedule a multiday service appointment that lasts 10 hours. Given your service resources’ travel and time constraints, the Classic Dispatch Console finds the best service resource for the job. In this example, Alan Reed is the service resource who’s most available for this service appointment. ![A screenshot of the Classic Dispatch Console that shows the best resource for this multiday service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_dispatcher_console_best_match.png) The Classic Dispatch Console automatically takes your service resources’ travel and break times into account to optimize your multiday appointments. ## Considerations for Multiday Scheduling Keep these considerations in mind when you implement multiday scheduling in your org. ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment when using Enhanced Scheduling and Optimization. ![Lunch break shown as an overlap with multiday with enhanced optimization](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_lunch_day_multiday_gantt_overlap.png) - On multiday service appointments, the Scheduled Start and Scheduled End times must fall within the assigned resource’s time slots in their operating hours. - Multiday scheduling doesn’t consider customer availability (visiting hours) listed on the work order. - Multiday work calculations are run when the assigned resource changes or the service appointment Duration, Scheduled Start, or geolocation changes. This behavior isn't supported when using Enhanced Scheduling and Optimization. - Manually adjusting the Scheduled Start time or Scheduled End time of a multiday service appointment isn't supported if you're using Enhanced Scheduling and Optimization. If a dispatcher changes a multiday service appointment's duration on the Gantt to the next day, the appointment's Scheduled Start and Scheduled End times remain unchanged. - If you drag and drop a multiday service appointment, or manually change its Scheduled Start (when you're not using Enhanced Scheduling and Optimization), the appointment’s Scheduled End isn’t automatically extended beyond the due date. The appointment can be manually moved beyond the Due Date, but its Duration remains unchanged. - To prevent the scheduling optimizer from proposing time slots that don't fully respect resources' availability, configure a TimeSlot Designated Work work rule. - When scheduling multiday service appointments, the time between the Scheduled Start and Scheduled End includes the duration of the job as well as travel time from and to the assigned resource's home base for each day of the appointment. The duration of any Break type Resource Absence records is also included if the Service Resource Availability work rule is set to create breaks for the service resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To change the travel time logic, update the Travel From Home and Travel To Home fields on the Service Resource Availability work rule. These fields let you allocate a number of minutes at the day’s start and end for the resource’s travel at their own expense. If they’re left blank, the schedule automatically includes calculated travel time. For example, enter 60 in each field if resources must be present at the site at the start of the day. This way, the schedule doesn’t include travel time for resources whose home base is less than an hour from the site. - When you're using Enhanced Scheduling and Optimization, and the Sliding and Reshuffling option is enabled: - When you try to schedule a multiday service appointment, other service appointments can only slide to earlier or later in the day. They can’t be reshuffled or dropped. - When you try to schedule a high-priority service appointment, multiday service appointments can’t be reshuffled or dropped, even if they have a lower priority. - Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at a time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate travel times. - A service resource can’t be assigned to any other appointment during a multiday service appointment. - When you’re not using Enhanced Scheduling and Optimization, multiday service appointments that overlap with other appointments don’t trigger the Fix Overlaps action. - Multiday service appointments can’t be assigned to capacity-based service resources. - Multiday service appointments can’t span more than eight weeks (calendar days). For automated scheduling, for example Appointment Booking, Schedule, and optimization, a maximum of 30 days is supported based on a 30 day search horizon. Appointments must fit completely within the 30-day window. - The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment has a [scheduling dependency](https://help.salesforce.com/articleView?id=pfs_complex_work.htm&type=5&language=en_US), its Scheduled End date isn't calculated when the appointment is scheduled. We recommend that you don’t create dependencies between multiday appointments. - When you’re not using Enhanced Scheduling and Optimization, you can only schedule one multiday service appointment at a time. - When you’re not using Enhanced Scheduling and Optimization, the resource utilization calculation for multiday service appointments factors in the duration of the appointment that’s scheduled for each day. When you’re using Enhanced Scheduling and Optimization, the calculation ignores multiday service appointments altogether. #### See Also - [Complex Work in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5 "To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time.") - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service).") <!-- document id=4be08846e30ff5bc3d144eeb1412c6d325742e3b6f3cd40a64ba108588fef771 url=/admin/current/en-us/service/264-0-0/sol_enable_translate.md --> # Enable Multilingual Solutions You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d29137e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29137e55 ">To enable multilingual solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29137e55 ">Customize Application</td> </tr> </tbody> </table> Before you enable multilingual solutions: - Run solution reports to locate any existing solutions that are already translated and will need to be converted to translated solutions after you enable multilingual solutions. When multilingual solutions is enabled for the first time, all existing solutions automatically become master solutions. You can create translated solutions from master solutions by associating a master solution without any translated solutions with a master solution of a different language via the Master Solution lookup field. - Translate any existing solution categories. Translated solutions inherit the solution categories of their master solution. We recommend that you translate your solution categories before enabling multilingual solutions and then associate solutions with each other. This will help you associate solutions with the correct categories. 1. From Setup, enter Solution Settings in the Quick Find box, then select **Solution Settings**. 2. Click **Edit**. 3. Select Enable Multilingual Solutions. 4. Optionally, select Enable Multilingual Solution Search in Self-Service Portal and Enable Multilingual Solution Search for Public Knowledge Base to allow customers to view solution search results in a specific language or all supported languages via a language drop-down list. 5. Click **Save**. 6. Customize solution page layouts to include the Master Solution Title field, Master Solution Details field, Out-of-Date field, and the Translated Solutions related list. The Language picklist and Master Solution lookup fields are automatically added to solution page layouts when you enable multilingual solutions. You can make solution edit pages easier for users to translate multilingual solutions by setting the Detail Information section to two columns and placing the Master Solution Title and Master Solution Details fields alongside each other. Underneath those fields, place the Solution Title and Solution Details fields alongside each other so that users can effortlessly compare the master and translated solutions. Note that the Master Solution Title and Master Solution Details fields display only on the translated solution edit page. 7. Set the field-level security settings of the Master Solution lookup field to editable for profiles or permission sets with the “Create” and “Edit” permissions on solutions. When the Master Solution lookup field is editable, users can associate translated solutions with master solutions. Field-level security is available in Professional, Enterprise, Unlimited, Performance, and Developer Editions. 8. Set the field-level security settings of the Out of Date checkbox field to visible for all profiles or permission sets with the “Read” permission on solutions. Field-level security is available in Professional, Enterprise, Unlimited, Performance, and Developer Editions. 9. As a best practice, add a long text area custom field to solutions called Translation Comments and include it on solution page layouts so that users can add any comments regarding the translation of the solution. Users should include a date with their comments so that other users can see when each comment was added. You can deselect the Enable Multilingual Solutions checkbox at any time, but deselecting it removes all associations between master and translated solutions and automatically disables the Enable Multilingual Solution Search in Self Service Portal and Enable Multilingual Solution Search for Public Solutions settings. If you select the Enable Multilingual Solutions checkbox again, the associations between master and translated solutions are restored. After enabling multilingual solutions: - Associate any existing translated solutions with the appropriate master solutions. You can do this manually using the Master Solution lookup field, or you can export a report of existing translated solutions and then import those solutions to associate them with a master solution. For each translated solution you import, include the 15 to 18 character Solution ID field of its master solution in a master solution column on your import file. To view the Solution ID field for master solutions, run the Translated Solution report. If you import solutions by mistake, you can use mass delete to remove them from your organization. #### See Also - [Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5 "The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.") - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") <!-- document id=6099ff26eb5afd49e7c77a685206d1d020060729a0e7384868c92ce1372591b1 url=/admin/current/en-us/service/264-0-0/enabling_multiple_users.md --> # Enable Multiple Self-Service Users You can perform mass actions for Self-Service user management such as enabling Self-Service access for many contacts at once. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d25271e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25271e54 ">To manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25271e54 ">Manage Customer Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25271e54 ">To mass manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25271e54 "> <p>Manage Self-Service Portal</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Manage Customer Users</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Each contact must have an email address and must be associated with an account to be a Self-Service user. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Enable New User(s)**. 3. Enter search criteria to compile a list of the contacts you want to enable and click **Search**. 4. Select the contacts you want to enable and click **Next**. 5. Modify Self-Service user information as necessary. 6. Select the Super User checkbox to enable the contact as a Self-Service super user who can view case information, add comments, and upload attachments for all cases submitted by anyone in his or her company. 7. Click **Save**. #### See Also - [Manage Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5 "Manage your Self-Service user information from a single place and make changes to more than one user at a time.") <!-- document id=6618bde1ca9b783482de3dd1740f7f1fd953c8d47f0b2c0070f03b01a4a8ae52 url=/admin/current/en-us/service/264-0-0/omnichannel_enable_omni_inbox_for_agents.md --> # Enable Omni Mobile for Service Reps Omni Mobile is available with Enhanced Omni-Channel only. To enable service reps to set up Omni Mobile in the Salesforce Mobile app on their mobile devices, complete these steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you complete these steps to set up the mobile experience for Omni-Channel, verify that you already set up the desktop version of Omni-Channel. 1. Verify that Enhance Omni-Channel is enabled. 2. To enable use of Omni Mobile, assign the Digital Engagement license and the Messaging Agent user permission to every mobile service rep. 3. Make the Omni Inbox tab visible to mobile service rep. 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. To open the profile, click the name of the profile. 3. Click **Object Settings**. 4. Scroll down the list of objects and click **Omni Inbox**. 5. Verify that the Omni Inbox tab is set to Default On. ![The option appears in the row for Omni Inbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_inbox_tab_setting.png) 6. If it’s not set to Default On, edit Omni Inbox and select this setting. 4. Add Omni Inbox as the top item in the app. 1. From Setup, enter App Manager in the Quick Find box, then select **App Manager**. 2. Click **Edit** for the app that service reps use to access Omni Inbox in the Salesforce Mobile app. 3. Select **Navigation Items** from the left panel. 4. Select **Omni Inbox** from the Available Items list, move it to the Selected Items list, and then move it to the top of that list. This option appears for Mobile users only. ![Omni Inbox appears at the top of the Selected Items list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_app_navigation_items.png) #### See Also - [Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&release=264.0.0&type=5 "Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps.") - [Customize a Lightning App Navigation Menu in the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_customize_lex_app.htm&type=5&language=en_US) - [Set Up Messaging in the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_setup_messaging.htm&type=5&language=en_US) <!-- document id=1966d57bf4f341cf8fd5bfccbbb1006a5c471865b63d0f0cea56152e9b357da8 url=/admin/current/en-us/service/264-0-0/wfs_enable_on_site_scheduling.md --> # Enable On-Site Scheduling Make on-site scheduling available across your org and set the options that shape appointments at your branches. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18073e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18073e64 ">To turn on on-site scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18073e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Basic Settings**. 2. Under Enable Scheduling Methods, turn on **On-Site Scheduling**. <!-- document id=5a4d62043aca3e3abcf3108e1cd7e2d9b63e4672e58086d1f571911f87781ca1 url=/admin/current/en-us/service/264-0-0/es_enable_direct_deposit_payment_allocation.md --> # Enable Payment Allocation Process for Employees Your employees can use the service process or Agentforce in Employee Portal to create and manage multiple direct deposit accounts, and split their salary between the accounts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104815e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104815e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104815e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Integrations, and then select **Integrations**. 2. Expand MuleSoft, and then select **MuleSoft Direct**. 3. On the Integrations Setup page, in the Available Assets area, [enable the Payment Allocation integration app](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&type=5&language=en_US). <!-- document id=cbdea8ac16c3bcca1d53e0212c6dc2e021fe64bd93025f25b1ca831feb4b437f url=/admin/current/en-us/service/264-0-0/es_enable_workday_profile_management.md --> # Enable Profile Management for Employees To help employees update their profile details, such as name and contact information directly from Employee Portal by using the Agentforce or service process, enable the Employee Profile Update integration app in the org. The changes automatically syncs with Workday. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d65127e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d65127e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d65127e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Integrations, and then select **Integrations**. 2. Expand MuleSoft, and then select **MuleSoft Direct**. 3. On the Integrations Setup page, in the Available Assets section, [enable Employee Profile Update](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&type=5&language=en_US). <!-- document id=15274aaa0306a4524abe3bf7b6d8ab891d4a597e26125008958c1d0a469f7b52 url=/admin/current/en-us/service/264-0-0/messaging_asset_files.md --> # Enable Public Linking on an Asset File To let customers view previews of asset files sent by service reps or bots, enable public link capability on the file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_asset_files__d1077e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_asset_files__d1077e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d74734e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d74734e95 ">To enable public linking on an asset file:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d74734e95 ">Salesforce CRM Content User</td> </tr> </tbody> </table> To allow a service rep to enable public linking on an asset file: 1. [Make sure that you have the Salesforce CRM Content User feature license](https://help.salesforce.com/s/articleView?id=platform.users_viewing_feature_licenses.htm&type=5&language=en_US). 2. [Enable the Salesforce CRM Content User license for the service rep](https://help.salesforce.com/s/articleView?id=platform.users_feature_licenses_enabling.htm&type=5&language=en_US). 3. [Temporarily switch to Classic UI](https://help.salesforce.com/s/articleView?id=xcloud.lex_switching_uis.htm&type=5&language=en_US). 4. From Setup, enter Content Permissions, and select **Content Permissions**. 5. Decide which content permission will allow a service rep to set public linking on an asset file, and click **Edit**. 6. Select **Deliver Content.** 7. Save your changes. 8. Switch back to Lightning Experience. 9. From the App Launcher, search for Files, and select **Files**. 10. Select **Libraries**. 11. Click **Asset Library**. 12. Click **Manage Members**. 13. Ensure that the service rep is listed and assigned the role that you gave the Deliver Content permission to in steps 5 and 6. If they’re not listed, add them, and select the role that you gave Deliver Content permission to in steps 5 and 6. This service rep can now create public links for asset files. 14. The service rep can test this by clicking the downward arrow that corresponds to their asset file in the Asset Library, and selecting **Public Link**. <!-- document id=2883dcf0e3c79f40cbd6c132f20bf529e1f0239ccae7b3c1f940ceea6413db4f url=/admin/current/en-us/service/264-0-0/quick_text_enable.md --> # Enable Quick Text Enable quick text for your org so that your users can insert predefined messages into customer conversations and records. Optionally, customize your quick text categories to make each message’s purpose clear. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16107e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16107e61 ">To enable quick text and customize quick text settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16107e61 ">Customize Application</td> </tr> </tbody> </table> If you’re using Lightning Experience, quick text is automatically enabled. Any quick text settings that were configured in Salesforce Classic also apply in Lightning Experience. If you enable quick text in Salesforce Classic, you can’t disable it. Quick text is automatically enabled in Salesforce Classic orgs where Chat is enabled. 1. From Setup, in the Quick Find box, enter Quick Text Settings and select **Quick Text Settings**. 2. Click **Enable Quick Text**. ![Quick Text Settings page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_settings_enabled.png) 3. Optionally, select **Share and organize quick text in folders** (available only in Lightning Experience). Folders help you create unique sets of quick text messages for different business units or groups of users. You can create up to four levels of folders to organize quick text messages. 4. Optionally, select **Hide quick text button and pop-up** (available only in Lightning Experience). By default, buttons are displayed to help users discover and work with quick text. In rich text fields, a button is displayed in the toolbar. In plain text fields, a popup button is displayed. If these buttons cause your users a disruption, you can hide them. 5. Click **Save**. 6. Optionally, customize the categories used to organize quick text messages. Categories help users find the right message more quickly. Your default quick text categories are Greetings, FAQ, and Closings. 1. From Setup, in the Object Manager, select **Quick Text**. 2. Click **Fields & Relationships**, then click **Category**. 3. Customize the values listed in the Category Picklist Values section, and save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, the Category field is required and a default category is provided. In orgs created after Spring ’18, this field is optional. After enabling quick text, give users access to quick text by updating their permissions and setting up quick text folders. #### See Also - [Give Users Access to Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_access.htm&release=264.0.0&type=5 "Giving users access to quick text lets them insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Service reps can respond to customers and update cases quickly and easily. Sales reps can work with their contacts, accounts, and opportunities more efficiently.") - [Quick Text Considerations](https://help.salesforce.com/s/articleView?id=service.quick_text_considerations.htm&release=264.0.0&type=5 "Learn how quick text functionality can impact you and your users.") - [Create Quick Text Messages](https://help.salesforce.com/s/articleView?id=service.quick_text_create.htm&release=264.0.0&type=5 "Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters.") <!-- document id=5b12bc32ed287d6eb6536cde30edb68c050a90f93477e75a141d35cca719f373 url=/admin/current/en-us/service/264-0-0/afcc_sv_enable_recording_and_transcription.md --> # Enable Recording and Transcription Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d111898e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d111898e67 ">To configure recording and transcription:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d111898e67 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter **Call Recording and Transcription**. 2. Turn on **Call Recording** and/or **Call Transcription**. After you turn it on, all calls are automatically recorded and transcribed. The Transcription toggle can only be used by your service reps. You also can’t use this setting to disable transcription for Agentforce Voice. To set a recording announcement, go to the Media Management page. <!-- document id=6f0b7b0446abc7bf5582e6e3292b43df2763af0df3b7855a5c32e445ea8acd5f url=/admin/current/en-us/service/264-0-0/cases_rich_text_case_comment.md --> # Enable Rich Text Format for Case Comments Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47642e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To view case comments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To add case comments and make case comments public:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Edit or Create on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To edit or delete case comments added by other users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Modify All on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">To edit, delete, or make public your case comments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47642e58 ">Edit Case Comments</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note After you enable this feature, you can’t disable it. Enabling this feature breaks all existing references to the CommentBody field, such as apex code, tests, flows, and other integrations. To avoid issues, replace all those instances with the CommentBodyRichtext field. Also, if you need [encryption](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/security_pe_set_up_field_level_encryption.htm), you have to manually enable it. This feature is available only in Lightning Experience. If you enable this feature in Lightning Experience and you switch to Salesforce Classic, comments you add in Salesforce Classic aren’t available in Lightning Experience. After you turn on rich text for case comments, existing plain-text comments are automatically converted and displayed as rich text. You see all previous and new comments in the rich text without manual migration. When you view a case record, case comments automatically appear in the Case Feed. When you turn on rich text for case comments and open a case with many comments, case record loading can be slow. To prevent delays, case records now load before case comments. To view the comments, you can load them manually by clicking on case comments from related lists. 1. From Setup, enter Support Settings in the Quick Find box, and then select **Support Settings**. 2. Click **Edit**. 3. Select **Rich Text for Case Comments**. 4. Save your settings. <!-- document id=d95ee4928da89d2495d2d7073df424780dd307efdd72aa068a8e6db3ec06dfc5 url=/admin/current/en-us/service/264-0-0/task_enable_rtf.md --> # Enable Rich Text Format for Case Comments Use rich text in case comments to gain deeper, data-driven insights. While images and videos are not supported, elements such as bold and italic are incorporated into insights to enhance your understanding of customer feedback. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong class="uicontrol">Enterprise</strong>, <strong class="uicontrol">Unlimited</strong>, and <strong class="uicontrol">Developer</strong> Editions with <span>Data 360</span> enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4009e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4009e74 ">To enable rich text comments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4009e74 ">Customize Application</td> </tr> </tbody> </table> 1. From Quick Find, enter and open Support Settings. 2. Edit the settings and select Rich Text for Case Comments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note After you turn on rich text comments, you can’t turn it off. 3. From Data 360, refresh the data stream and case comments data stream associated with your org. 4. Run the case transformer associated with your org. Case comments added after rich text is enabled can use rich text formatting, and these comments are recognized in the generated insights. When AI services are turned on to generate insights, the LLM doesn’t process images and videos, ‌but the ‌text improvements influence sentiment score and are prioritized. <!-- document id=07ddb8d2db3e8ac65f0331d951aeaa59ea366b8c32f9976f5cf6417945078ce6 url=/admin/current/en-us/service/264-0-0/cases_enable_rich_text_format_for_case_description.md --> # Enable Rich Text Format for Case Description (Beta) Let support reps add rich text features, such as bullet points and screenshots, to their case descriptions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Rich Text for Case Descriptions is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer’s sole discretion. 1. From Setup, in the Quick Find box, enter Support Settings, and then select **Support Settings**. 2. Select the Setup link beside **Rich Text for Cases Description** . 3. The Rich Text for Case Description window opens. Enable the **Rich Text for Case Description** toggle. 4. Verify that the DescriptionRichText field is visible in the Object Manager. 5. You need to migrate the data from the old case description field to the new RTA field. 6. Enable Rich text for Salesforce-provided features. 7. Add the Rich Text for Case Description component to your case record page layouts using the Lightning App Builder. 8. If you have any customisations that involve the old case description field, ensure those customisations use the new field. - **[Migrate Case Description Field Values](https://help.salesforce.com/s/articleView?id=service.cases_migrate_case_description_field_values.htm&release=264.0.0&type=5)** When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job. <!-- document id=299fb44345dc286acaaefaa5bff0a1c29b345b0b2ac5a6cce4b0e7f7076e0cc9 url=/admin/current/en-us/service/264-0-0/caseteam_role_based_reporting.md --> # Enable Role-Based Reporting Analyze and manage team member workloads better by creating custom reports that include team member roles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101781e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101781e55 ">To set up and manage case teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101781e55 "> <p>Customize Application</p> <p style="margin-bottom:0;">Manage Users</p> </td> </tr> </tbody> </table> To add the Team Role column to a custom report: 1. In **Setup**, search for **Report Types** in **Quick Find**. 2. Create a custom report using Case as the primary object and Case Team Member as the secondary object. The Case Team Member object is enabled with Team Role. 3. You can use this custom report to generate reports that include the Team Role column. This process creates a customized report showing Team Role alongside other selected columns, providing insights into case assignments by role. <!-- document id=c4393e6bf6a49831deeffc765b6e8bdeb0ab2a1fff5638e0f6f30e1aafe60eef url=/admin/current/en-us/service/264-0-0/customize_selfserviceenable.md --> # Enable Self-Service Features and Settings Customize Self-Service by enabling features and settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d28007e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e54 ">To set up the Self-Service portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e54 ">Manage Self-Service Portal</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e54 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e54 "> <p>Manage Self-Service Portal </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self Service Portal in the Quick Find box, then select **Settings**. 2. Click **Self-Service Setup** on the Self-Service Settings page. 3. Set these options. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d28007e130">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d28007e133">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Login Enabled</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Lets users log in to the Self-Service portal.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Edit Self-Service Users</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Displays the <strong class="uicontrol">Enable Self-Service</strong> button on the contact detail pages. Or, for contacts in which Self-Service is already enabled, the <strong class="uicontrol">View Self-Service</strong> button displays.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Logout URL</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The URL of the web page that’s displayed when users log out of the Self-Service portal, for example, <samp class="filepath">http://www.acme.com</samp>. If a logout URL is not specified, the <strong class="uicontrol">Logout</strong> button does not display to users. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Default Case Origin</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The default origin assigned to all cases submitted via the Self-Service portal. Available values are taken from your organization's <samp class="parmname">Case Origin</samp> picklist. You can assign different default origins for cases submitted via Self-Service and Web-to-Case.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname" id="customize_selfserviceenable__casesvisibleinssp"><a name="customize_selfserviceenable__casesvisibleinssp"><!-- --></a>New Cases Visible in Portal</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p> <span id="customize_selfserviceenable__NewCasesVisibleOptionText1"><a name="customize_selfserviceenable__NewCasesVisibleOptionText1"><!-- --></a>Automatically selects the <samp class="parmname">Visible in Self-Service Portal</samp> checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case.</span> </p> <p style="margin-bottom:0;" id="customize_selfserviceenable__NewCasesVisibleOptionText2"><a name="customize_selfserviceenable__NewCasesVisibleOptionText2"><!-- --></a>Regardless of this default, users creating cases can manually set the <samp class="parmname">Visible in Self-Service Portal</samp> checkbox.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Enable Solution Browsing</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>Enables solution categories in the Self-Service portal so that customers can browse solutions by category. </p> <p style="margin-bottom:0;">If multilingual solutions is enabled, you can translate solution categories.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Top-Level Category for Self-Service Portal</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>The top-level category accessible by customers in the Self-Service portal. Customers can view all solutions marked <samp class="parmname">Visible in Self-Service Portal</samp> in this category and its subcategories. </p> <p style="margin-bottom:0;">Leave this setting blank to let customers view all solutions marked <samp class="parmname">Visible in Self-Service Portal</samp> in all categories. </p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Case Record Type</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The record type to assign to any case submitted via the Self-Service portal.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">"From" Email Address</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>The email address from which all new user and password emails are sent, for example, <samp class="filepath">support@acme.com</samp>. When this field is blank, Salesforce uses:</p> <ul> <li>The Automated Case User's email address for users who receive an email with a temporary password by clicking <strong class="uicontrol">Forgot your password?</strong> on the Login Page of the Self-Service portal. The Automated Case User is specified on the Support Settings page in Setup.</li> <li>The email address of the user who last posted a comment for users who receive a case comment notification email.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">"From" Email Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>The name that’s associated with the “From” Email Address, for example, “Acme Customer Support.” When this field is blank, Salesforce uses: </p> <ul> <li>Your organization's name for users who receive an email with a temporary password by clicking <strong class="uicontrol">Forgot your password?</strong> on the Login Page of the Self-Service portal.</li> <li>The name of the user who last posted a comment for users who receive a case comment notification email.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">New User Template</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The email template used to send a username and initial password to all newly enabled Self-Service users. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">New Password Template</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The email template used to send a new password to existing Self-Service users when you reset their passwords or when they reset their own passwords by clicking <strong class="uicontrol">Forgot your password?</strong> on the Login Page of the Self-Service portal. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Enable Notification Email on New Case Comment</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>When selected, indicates that the <samp class="parmname">Send Customer Notification</samp> option on a case comment is displayed.</p> <p style="margin-bottom:0;">Even if this checkbox is not selected, the <samp class="parmname">Send Customer Notification</samp> option still displays on cases if you have enabled email notifications to contacts who are not members of your Self-Service portal. </p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">New Comment Template</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>The email template used to send a notification to Self-Service users when a public comment is added to one of their cases. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”</p> <p style="margin-bottom:0;">Note that case owners are sent a separate notification that you can't customize.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Enable Case Auto-Response Rules for Self-Service Cases</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Indicates if cases submitted through your Self-Service portal trigger your auto-response rules.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Case Creation Template</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The email template to use when cases submitted through your Self-Service portal do not match any auto-response rules.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Maximum Page Width</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The maximum pixel width of the Self-Service pages from Salesforce. If hosting the portal yourself, <samp class="parmname">Maximum Page Width</samp> is the width of the inner HTML frame on your Self-Service login page.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Minimum Page Height</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">The minimum pixel height of the Self-Service pages from Salesforce.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Style Sheet URL</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 "> <p>The complete, publicly accessible URL of your organization's Self-Service style sheet, for example, “http://www.acme.com/styles/selfservice.css.”</p> <p style="margin-bottom:0;">If you use a predefined color theme, leave this field blank.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Color Theme</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Use one of Salesforce's color themes if you do not have your own style sheet to use. Click the <strong>View</strong> link to see template settings. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Case Single Term</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Term used on the Self-Service portal instead of “case” (singular form).</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Case Plural Term</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Term used on the Self-Service portal instead of “cases” (plural form).</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Solution Single Term</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Term used on the Self-Service portal instead of “solution” (singular form).</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e130 "> <samp class="parmname">Solution Plural Term</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28007e133 ">Term used on the Self-Service portal instead of “solutions” (plural form).</td> </tr> </tbody> </table> 4. Click **Save** to save your Self-Service settings. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") <!-- document id=b9b4c64e56a7e7397b7f598c60c91e1a6523184a19a4e96ebf074f8a34c0c426 url=/admin/current/en-us/service/264-0-0/fs_set_up_bundling_enable.md --> # Enable Service Appointment Bundling Enable appointment bundling in Field Service Settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54832e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54832e72 ">To enable appointment bundling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54832e72 ">Customize Application</td> </tr> </tbody> </table> 1. From the App Launcher, open **Field Service Settings**. 2. Click **Scheduling**, and then click **Bundling**. ![Appointment Bundling feature toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_feature_toggle.png) 3. Enable bundling service appointments and save your changes. 4. To access the additional settings, refresh your browser. - **[Default Appointment Bundle Policy and Related Policies](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_policies.htm&release=264.0.0&type=5)** If no policies exist, a default appointment bundle policy is created along with some of its related policies. Access Appointment Bundle Policy from the App Launcher. Access the remaining policies from the Related tab of the appointment bundle policy. - **[Default Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_default_config.htm&release=264.0.0&type=5)** If an appointment bundle config doesn’t exist, a default one is created. Access Appointment Bundle Config from the App Launcher. - **[Set Up Automatic Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_automatic.htm&release=264.0.0&type=5)** Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled. - **[Create Recordset Filter Criteria for Bundling Appointments](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_rfc.htm&release=264.0.0&type=5)** You can create filters to bundle only the appointments that meet the criteria that you set. Creating recordset filter criteria is optional, but if you want to use them in the bundle policies, you must create them first. <!-- document id=5e34fd38ce92047fbfed97645e8a4e8d7a315f2d81c1bfc456df0582e2a1f676 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_enable_service_features.md --> # Enable Service Cloud Features for Service AI Adoption and Analytics For Service AI Adoption and Analytics to work as expected, turn on the specific Service Cloud AI features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Make sure to turn on these Service Cloud features. - Email Drafts - Email-to-Case - Omni-Channel - Skills-based Routing - Surveys For instructions on setting up Service Cloud features, see [Set Up Service Cloud Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&language=en_US). To enable Agentforce agents, follow the instructions to enable Agentforce Agents: [Set Up A Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US). <!-- document id=d9c88b5aec74019b0b7a831137d273482c553b272f91f18cd0d45a5f094d3cef url=/admin/current/en-us/service/264-0-0/service_intelligence_enable_service_features.md --> # Enable Service Features For Service Intelligence to work as expected, enable specific Service features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> On the Service Intelligence setup page, click **Enable** for the Enable Service Cloud Features step. These features are automatically enabled. - Email Drafts - Email-to-Case - Omni-Channel - Skills-Based Routing - Surveys <!-- document id=876a9d46057a3546872d0ad82778ac9ee032b25e42f03216de31e83b00334620 url=/admin/current/en-us/service/264-0-0/ifs_enable_service_features.md --> # Enable Service Features for Field Service Intelligence To install the Field Service Intelligence data kit, you need to enable certain Agentforce Service (formerly Service Cloud) features, even if they're not currently in use for your operations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. On the Field Service Intelligence setup page, click **Enable** for the Enable Service Cloud Features step. These features are automatically enabled. - Email Drafts - Email-to-Case - Omni-Channel - Skills-Based Routing - Surveys <!-- document id=f16027784b74c95db77018caa62618f0804679992b60e73df6de6db7bd66453d url=/admin/current/en-us/service/264-0-0/reply_recs_service_replies_email_enable.md --> # Enable Service Replies for Email To get started, turn on Service Replies for Email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88638e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88638e58 ">To enable and set up Service Replies for Email:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88638e58 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Service Replies for Email, and then select **Einstein Service Replies for Email**. 2. Turn on Einstein Service Replies for Email. Review the standard Service Replies for Email Multiple Articles Prompt Template. Customize the standard prompt, if required. <!-- document id=3b8831b6c6e47179106c6d8d395bb5d276c87033988c58e7c247189880cb0092 url=/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_enable.md --> # Enable Skills-Based Routing To route work to service reps with specific skills, enable skill-based routing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58540e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58540e57 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58540e57 ">“Customize Application”</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58540e57 ">To assign skills to service resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58540e57 ">"Edit" on service resources</td> </tr> </tbody> </table> 1. From Setup, enter Omni-Channel in the Quick Find box, then select **Omni-Channel Settings**. 2. Select **Enable Skills-Based and Direct-to-Agent Routing**. 3. Click **Save**. <!-- document id=6e3864fc182c77feb755e3404f58f6f1262e23eed4e2a3346a1b944c777fb996 url=/admin/current/en-us/service/264-0-0/omnichannel_attribute_based_routing_config.md --> # Enable Skills-Based Routing Rules from the Routing Configuration The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122926e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122926e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122926e55 ">Customize Application</td> </tr> </tbody> </table> 1. Locate the routing configuration associated with the queue. 1. From Setup, enter Queues in the Quick Find box, then select **Queues**. 2. Edit the queue and locate the routing configuration name in the **Configuration with Omni-Channel Routing** section. 2. From Setup, enter Routing in the Quick Find box, then select **Routing Configurations**. 3. Edit the routing configuration that is used by the queue through which the work item is routed. 4. Select **Use with Skills-Based Routing Rules**. ![Select use with attribute-based routing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/attribute_based_routing_config.png) 5. Use the **Drop Additional Skills Time-Out** to specify the amount of time to wait for a service rep with a skill marked as additional to become available before the skill is dropped from Omni-Channel routing. The minimum time-out value is 5 seconds. The work item is then routed based on your routing model's capacity rules to an available service rep who possesses the remaining skills. 6. Optionally, add skills to the routing configuration. To route work to the right service rep, Omni-Channel applies a combination of the skills from these two sources. Static skills included in the routing configuration To add skills to every work item that's routed using that routing configuration, add the skills to a routing configuration. Dynamic skills added from an Omni-Channel flow or skills-based routing rules To dynamically add skills to specific work items based on conditions, build the logic using an Omni-Channel flow or skills-based routing rules. If the conditions are met, the skills are applied to the work item. <!-- document id=a4c3ab855f7dfeee439354587c01de6e99ff1e2fc04bdef068b2392582b31005 url=/admin/current/en-us/service/264-0-0/cases_suggest_articles.md --> # Enable Suggested Articles to Solve Cases Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66871e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">To change support settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66871e55 ">Read on the article's article type</td> </tr> </tbody> </table> Suggested articles help knowledge base users solve cases quickly. When a new case is saved, the search engine automatically looks for articles that have keywords in common with the admin-selected case fields. The user working the case can scan the articles and attach them to the case if needed, or initiate another search with different keywords. Articles attached to the case appear on the Articles related list, which also provides a **Find Articles** button to search the knowledge base at any time. 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit** and choose **Enable suggested articles**. Suggested articles and suggested solutions cannot be enabled at the same time. 3. Choose each audience (channel) that receives suggested articles when submitting a case. Suggested articles are available for the internal app and the portals. 4. When you're done with the Support Settings page click **Save**. <!-- document id=22ae4ce5894a116e9f545b1fdda7a2865646a802160158b247395a6b4681f6c3 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_change_queues_skills.md --> # Enable Supervisors to Change Service Rep Queues and Skills Let supervisors change service reps’ queues and skills to provide faster and better service to your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d185516e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d185516e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d185516e55 ">Customize Application</td> </tr> </tbody> </table> 1. To see the Change Skills button on Command Center for Service, your org must have at least one active service resource with Resource Type set to service rep. 2. In Setup, add the Manage Queue Memberships permission to the permission set or profile for your supervisors. 3. From Setup, enter Supervisor in the Quick Find box, and select **Supervisor Settings**. 4. Select **Queues and skills**. 5. Click **Save**. When a supervisor [changes queues or skills assigned to support reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills_assigned_to_agent.htm&language=en_US), only the queues or skills specified in their supervisor configuration are shown. If there’s no supervisor configuration for that supervisor, all queues and skills are shown. #### See Also - [Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.") - [Change a User's Queues and Skills with Command Center for Service](https://help.salesforce.com/articleView?id=service.omnichannel_supervisor_change_queues_skills_assigned_to_agent.htm&type=5&language=en_US) - [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5 "Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.") <!-- document id=ff153cbd640a63614204fa613cd675d5b65e4a8a8b60cf4eed9a9d92e8e1575c url=/admin/current/en-us/service/264-0-0/copilot_action_set_up_for_service_cloud.md --> # Enable Supervisors to Update a Rep’s Queue and Skill Assignments with Agentforce Enable supervisors to use the Update Omni-Channel User Configuration agent action to update a rep’s queue and skill assignments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions with the Einstein for Sales, Einstein for Service, or Agentforce Platform add-on.</td></tr></tbody></table> 1. Verify that skills-based routing is enabled. 2. Verify that Enhanced Omni-Channel is turned on in the Omni-Channel settings. 3. Set up the Agentforce agent. 4. Add these actions to the topic. | Action | Description | | --- | --- | | Update Omni-Channel User Configuration | Performs the update, like adding a skill to the rep. | | Identify Object by Name | Finds the object, like queue or skill, to add to or remove from the rep. | | Identify Record by Name | Finds the rep by name. | 5. Add the topic to the agent that will be used to change a rep’s queue and skill assignments. #### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US) - [Enable Skills-Based Routing Rules from the Routing Configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_config.htm&type=5&language=en_US) - [Set Up Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_setup.htm&type=5&language=en_US) - [Agent Action: Update Omni-Channel User Configuration](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_update_user_config.htm&type=5&language=en_US) <!-- document id=861fbabd1298082908901cd38410cf138ee9e481b6010af33b13193a6df85ad5 url=/admin/current/en-us/service/264-0-0/vaccine_packages_setup_known_issuers.md --> # Enable the Known Issuers Directory As an admin, you can enable the Known Issuer Directories Setup feature to import an up-to-date list of known SMART Health Card issuers. The data from the Known Issuers directory helps Safety Cloud determine whether the SMART Health Card shared by a card holder is valid and credible. The imported data is stored in the Health Card Issuer object. To enable the Known Issuers Directory to import Known Issuer data, complete these steps. 1. From the Safety Cloud app, find the Known Issuer Directories Setup tab and select it.. 2. Using the toggle, enable the Known Issuer Directories feature. 3. Using the toggle, enable the specific Known Issuers Directory. To get the latest list of known issuers, click **Update List**. When you enable the [VCI™](https://vci.org/issuers) Directory, Safety Cloud imports the known issuers from the directory and sets up the scheduled daily refresh job. Safety Cloud imports information from the directory as known Health Card Issuer records. When you disable VCI™ Directory, Safety Cloud removes the imported Known Issuers. However, any known issuers that you created manually aren’t removed when you disable the feature. If you disable the feature, Safety Cloud removes the scheduled daily refresh job automatically. Each time a SMART Health Card holder shares their card, Safety Cloud extracts the issuer information from the card and compares it against the known Health Card Issuers records imported from the VCI™ Directory. If there’s a matching Health Card Issuer record in the org, Safety Cloud sets the Is Known Issuer checkbox on the Health Card record to True. Knowing the SMART Health Card is from a known issuer is key in deciding on whether to trust a credential. With this information, the admin can determine how to automate the health verification process. For example, when Is Known Issuer =True on the Health Card record, they can set Health Verification to Verified. #### See Also - [Point-of-Entry Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_point_of_entry_hv.htm&release=264.0.0&type=5 "SMART Health Card holders can scan their SMART Health Card for point-of-entry health verification. Safety Cloud provides an out-of-the-box Visualforce barcode scanner page that can be installed on any browser.") - [Configure the Visualforce Barcode Scanner Page for Point-of-Entry Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_configure_barcode_scanner_hv.htm&release=264.0.0&type=5 "Safety Cloud comes with a Visualforce page that you can use to scan SMART Health Card QR codes. You can load the Visualforce page on any browser. After it’s scanned, the QR code’s payload is extracted and verified by the Safety Cloud health card verification service.") <!-- document id=bc7c8cc7f11dcd6c66af50aec6bd0190bd872bce4b9c42b3992d99abbbb08ab6 url=/admin/current/en-us/service/264-0-0/service_intelligence_insights_setup.md --> # Enable the Propensity to Escalate Insight Component For the Propensity to Escalate model to work as expected, you must modify the associated batch data transformation to integrate the Einstein predictive model. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From the app launcher, go to **Data Cloud** **\>** **Einstein Studio**. 2. Open the **Predicted is\_escalated\_\_c** Einstein studio model, and click **Activate**. 3. Go to **Data Transforms**, and open the **SI Scoring DMO**. Then select **Edit** from the dropdown menu. The mapping for the batch data transform displays. 4. To add the AI model node, you must edit the **SI Scoring DMO** batch data transformation. 1. Click the **Rename** transform node and navigate to the bottom edit panel. 2. From the edit panel, scroll down to the last transformation **Dummy isEscalated Prediction**, and delete it. 3. Next, delete the **Output** transformation. You’ll create a new output node in later steps. 4. Add a AI model after the **Rename** transformation. 5. From the model names, select the predictive model you created earlier-- **Predicted is\_escalated\_\_c**, and click **Next**. In the **Map Fields** tab, map the appropriate input fields (#Case Age, Case Type, Channel, #EscalatedCases, Priority, CalculatedQueue). (Optional) In the **Modify Output** tab, add the number of top predictors needed in the model prediction. Click **Apply** . 6. From the AI model, add an output node. Name the output DMO, and select Case ID as your primary key, and Key Qualifier Case as your FQK. 7. Scroll down the new DMO fields, and make sure the following prediction-based fields are present: #Predicted Escalated, Predictor 1, Predictor 1 Impact, Predictor 2, Predictor 2 Impact. Click **Apply**. After you’ve completed these modifications, the batch data transformation integrates the Einstein predictive model to generate predictions. <!-- document id=795f88bed6aaa4551592f0bbe5779bf2bf231813e37f2345e4b7a550c4597649 url=/admin/current/en-us/service/264-0-0/enable_the_solutions_page.md --> # Enable the Solutions Page You can enable the Self-Service Solutions Page from the Self-Service Portal Pages related list. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d29407e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29407e54 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29407e54 "> <p>Manage Self-Service Portal </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. The Solutions Page allows users to see solutions that have been marked Visible in Self-Service Portal and any files attached to those solutions. 1. To enable this page, click **Edit** on the Solutions Page line. 2. Select the Show Solution Page checkbox. 3. Check Show Message to display a message at the top of the Solutions Page. 4. If you enabled the message, enter your message in the text box, using the formatting toolbar to format the size, color, or font. Optionally, check Show HTML to view your page message in HTML code. You can’t save any JavaScript as part of your custom code, and can only use certain HTML elements and attributes. 5. Optionally, insert any merge fields for data that you want to replace dynamically. 6. Click **Save**. 7. To see how your Solutions Page will look, click **Preview** on the Solutions Page line. If you have customized the Self-Service style sheet, the preview shows your custom styles. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") <!-- document id=5675c88b57d6cecd00e9bde6c714f6b77036ffbec4afea0cbeb39b8769dc134c url=/admin/current/en-us/service/264-0-0/knowledge_topics.md --> # Enable Topics for Articles Classify and search knowledge articles by assigning topics. Topics can be added from the article view and detail pages. Suggested topics, which are only supported in English, are terms extracted from the article, so that they are more concrete and precise than a data category assignment. When searching, topics can be used to index the article, so the matched articles are more relevant to keyword searches. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d136867e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136867e58 ">To enable topics:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136867e58 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Contrary to data categories, topics added to an article are not transferred to the same article in another language. Topics for articles are enabled for each article type. 1. From Setup, enter Topics for Objects in the Quick Find box, then select **Topics for Objects**. 2. Click the article type name where you want to enable topics. 3. Check **Enable topics**. 4. Select which fields you want to use for suggestions. 5. Click **Save**. 6. Via profile or permission set, under System Permissions, define which support reps can assign, create, delete, and edit topics. #### See Also - [Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5 "To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=c5a6aeb1d2f12a0446424aa707156f451d977faebc27f66d6e1eceea5192b6af url=/admin/current/en-us/service/264-0-0/hr_svc_enbl_unfd_emp_inline_crea.md --> # Enable Unified Employee Inline Creation Create Employee and Person records at the same time when setting up unified profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> User Permissions Needed | LICENSE NAME | LICENSE TYPE | PERMISSION SET | | --- | --- | --- | | SvcCloudEmpHubEmpUsrAddOn | User | Employee Hub HR User Add-On License | | UnifiedEmployeeAddOn | User | Unified Employee Add On | 1. From Setup, in the quick find box, find and select **Employee User Settings**. 2. Turn on **Create Unified Employee Records**. <!-- document id=b99e4f78bb7697cf742d4ddc9d6b282ddaa4109cb0a101d6e6729990afe1defc url=/admin/current/en-us/service/264-0-0/voice_byoa_enable_universal_call_recording_existing_contact_center.md --> # Enable Universal Call Recording in an Existing Contact Center By default, the Universal Call Recording feature is disabled in Amazon Connect contact centers. To enable this feature in a Partner Telephony from Amazon Connect contact center that was created before Spring ’22, update the XML contact center definition file. Then import the XML file into your Salesforce org using the Metadata API to update the contact center setting. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d83579e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83579e69 ">To manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83579e69 ">Salesforce Voice Contact Center Admin (Partner Telephony) AND Customized Application AND Manage Call Center</td> </tr> </tbody> </table> 1. Use the [retrieve() call in the Metadata API](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/file_based_zip_file.htm) to get the XML contact center definition file. 2. Open the XML file in a text editor. 3. In the section that contains the Amazon Connect contact center details, add the Universal Call Recording Access parameters as shown here. ``` <sections> <items> <label>Telephony Provider</label> <name>reqTelephonyProvider</name> <value>AMAZON_CONNECT</value> </items> <items> <label>Instance Name</label> <name>reqInstanceName</name> <value>testhvcc00DS70000000SmT</value> </items> <items> <label>Universal Call Recording Access</label> <name>reqUniversalCallRecordingAccess</name> <value>true</value> </items> ... </sections> ``` 4. Save the XML file. 5. Use the [deploy() call in the Metadata API](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/file_based_zip_file.htm) to deploy the updated XML file and update the contact center. <!-- document id=7a6897a366fe6b1a03824d486b65b32e3d16151ac02e36cc0f2e5a19c84c4010 url=/admin/current/en-us/service/264-0-0/fs_work_plans_enable.md --> # Enable Work Plans Before you customize its settings, enable your work plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89548e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89548e69 ">To enable work plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89548e69 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter **Work Plans**, and then select **Generate Work Plans and Work Steps from templates and selection rules**. 2. Optionally, to configure the flow logic that changes the work step status, select **Manually update a work step’s status when flows are launched**. To automatically set a work step’s status to Complete or Failed when flows are launched, deselect this option. 3. In Object Manager, edit page layouts for work order and work order line item objects. Add Work Steps and Work Plans to the layout in Related Lists. Under Mobile & Lightning Actions, add Generate Work Plans, Add Work Plans, and Delete Work Plans so that these actions appear in the action menu. #### See Also - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) <!-- document id=cba7a834eff87f5b230ef77f1f154f1924d4438ca0beb832e03bd08ee5efa985 url=/admin/current/en-us/service/264-0-0/cc_generative_ai_enable_work_summaries.md --> # Enable Work Summaries To get started, turn on Work Summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64019e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64019e57 ">To build and manage Einstein Work Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64019e57 "> <p>View Setup </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> To use generative AI with Einstein Work Summaries, first [turn on Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter and select **Einstein Work Summaries**. 2. Turn on Einstein Work Summaries. Work Summaries uses a generic model that doesn’t require separate model training. ![Work Summaries set up page with the toggle enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_enable.png) 3. To generate work summaries for enhanced messaging sessions and voice calls in the language set in the user’s locale settings, turn on Summary in User Language. Next, select the channels where you want to add summaries. <!-- document id=4f6f80f03daab415b8ac7af50ef57950a2155c0f7c1b7230f062603f6aa5780a url=/admin/current/en-us/service/264-0-0/workforce_engagement_enable.md --> # Enable Workforce Management and Feature Preferences To use Workforce Management, turn on the org preference in Setup . The simplified setup experience automatically installs the CRM Analytics app and tab set, and gives you the option to enable historical adherence metrics ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> 1. Turn on Workforce Management. 1. From Setup, in the Quick Find box, enter Workforce Engagement Management, and select **Getting Started**. 2. Click **Enable**. 3. The system automatically installs the CRM Analytics app used by workloads and capacity plans and the required tab set for Workforce Management. You can access Workforce Management features from the App Launcher or add them to a custom Lightning Console app. 2. Turn on adherence metrics. Agent adherence data filtering is available by default on the Historical Adherence dashboard. 1. From Setup, in the Quick Find box, enter Workforce Engagement Management, and select **Getting Started**. 2. Under Adherence, enable **Show historical adherence metrics**. Planners can view metrics in the Historical Adherence dashboard. When you turn on this feature, Salesforce accesses your company’s data to display adherence metrics. After you turn on this feature, it takes some time before the dashboard with adherence metrics is ready. <!-- document id=ecfae03b337cb268d9c13fca4a47d926d45ff86b99482ea116695a92d71819cb url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_components.md --> # Enablement Components and Pages in Employee Portal In Experience Builder, Employee Portal includes an Enablement section in the Components panel and Enablement pages in the Pages menu. A site developer can use these components and pages to show employee enablement programs and exercises in Employee Portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Components These components are available in the Enablement section of the Components panel. For some components, properties are available for customizing which details are shown or how the component appears. | Component | What It Shows | | --- | --- | | Enablement Exercise Header | The title, description, and due date of a selected exercise | | Enablement Lesson | The content of a selected Lesson exercise | | Enablement Link | The content of a selected Audio Recording, Document, Scheduled Event, or Other exercise | | Enablement Program Header | The name, description, enrollment details, and due date of a selected program | | Enablement Program Items | A list of exercises, including titles, descriptions, and due dates | | Enablement Programs | A list of Enablement programs with filter options and an optional action button | | Enablement Video | The content of a selected Video exercise | ## Filter Values in the Enablement Programs Component In the Enablement Programs component, specify whether employees can filter the programs they see by program status. - To allow employees to filter programs, turn on **Allow users to filter programs** and select the status filters you want to include, including the filter that you want selected by default. - To allow employees to see only programs of one status, turn off **Allow users to filter programs** and select the status to show in the component from **Default filter**. These filters are available. | Filter | What It Shows | | --- | --- | | All | All programs that an employee can access | | Assigned | Programs that an Enablement admin has assigned and that an employee hasn’t finished | | Available to Enroll | Programs that an Enablement admin has shared with an employee for self-enrollment, but that the employee hasn’t enrolled in yet | | Completed | Programs that an employee has finished | | In Progress | Programs that an Enablement admin has assigned or that an employee has enrolled in but that the employee hasn’t finished | | Self-Enrolled | Programs that an employee has enrolled in but not finished | ## Pages These pages are available in the Pages menu and provide some default surfaces for employees to explore and take programs. Each page organizes some components into an experience. | Page | What It Shows | | --- | --- | | Enablement Program Details | All the content of a selected program, including the outcome, milestones, and exercises | | Enablement Program List | Lists of programs filtered by status | | Enablement Program Action Item Exercise | A selected Action Item exercise, with a side panel that shows other program items | | Enablement Program Lesson Exercise | A selected Lesson exercise, with a side panel that shows other program items | | Enablement Program Link Content Type Exercise | A selected Audio Recording, Document, Scheduled Event, or Other exercise, with a side panel that shows other program items | | Enablement Program Video Exercise | A selected Video exercise, with a side panel that shows other program items | The Enablement Program Details and Enablement Program List pages are included as standard pages for the Enablement Program object. By default, Experience Builder allows you to select a page variation for these pages. - For the Enablement Program Details page, use only the Enablement Program Details page variation. The default Record Detail page variation isn’t supported. - For the Enablement Program List page, use only the Enablement Program List page variation. The default Record List page variation isn’t supported. <!-- document id=c0730422cfd5976355e925cf072beb3bc49c7643d6199ca75742f1171cb7ed28 url=/admin/current/en-us/service/264-0-0/es_enablement_data_model.md --> # Enablement Data Model Enablement objects define programs and exercises. These objects also track progress that employees make through a program and its exercises. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Enablement Data Model](https://developer.salesforce.com/docs/sales/enablement/guide/enablement-data-model.html) in the Sales Programs and Partner Tracks with Enablement Developer Guide. <!-- document id=51e9fb6043c8dc67d896aa8257fc349aaafdde63964ecedad2fad1fe898410af url=/admin/current/en-us/service/264-0-0/es_enabling_agentforce.md --> # Enabling Agentforce To create an HR service agent from the Agentforce HR Service Agent template, turn on Agentforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US). <!-- document id=13550cf521cc766bbf4a3c92b9d4a1e3d51d04eff0473a72496ed6a8c01987cc url=/admin/current/en-us/service/264-0-0/customize_publicsolutions.md --> # Enabling Public Solutions Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d42018e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42018e55 ">To enable web access to solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42018e55 ">Customize Application</td> </tr> </tbody> </table> Public solutions are different from the Self-Service portal because users are not required to log in, and they can only search for solutions, not submit cases. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. With public solutions, your customers can find answers to frequently asked questions without having to call your customer support center. All solutions with a Status of Reviewed and the Visible in Public Knowledge Base field checked will be available as public solutions, including any solution attachments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note - The search box and button are displayed in a frame; your website must support frames in order for the solution search feature to work. - Suggested solutions don’t display Salesforce Knowledge articles. 1. From Setup, enter Public Solutions in the Quick Find box, then select **Public Solutions**. 2. Click **Edit**. 3. Check Public Solutions Enabled. 4. If your organization uses solution categories, check Enable Solution Browsing to allow customers to browse solutions by category. Solution categories cannot be translated into other languages for public solutions. 5. If solution category browsing is enabled, select the Top-Level Category accessible by customers in public solutions. Customers can view all solutions in this category and its subcategories if they are marked Visible in Public Knowledge Base. Leave Top-Level Category blank if you want customers to view all solutions in all categories when they are visible as public solutions. 6. If desired, you can change the appearance of the frame on your website by specifying the Maximum Page Width and Minimum Page Height. 7. Provide the URL of your CSS page in Style Sheet URL. The CSS file does not have to exist yet; you can download a sample file as a starting point later, or use your own file. 8. You can change the word or phrase that is used to describe solutions in the frame in Alternative Term. Provide singular and plural versions of the term. 9. Click **Save**. 10. If desired, click **Download Sample CSS File** to get the Salesforce style sheet. 11. Click **Generate HTML**. 12. Copy the resulting HTML code and click **Finished.** 13. Send the HTML (and the CSS file, if you downloaded it) to your website administrator. <!-- document id=33a085a12404648a6d8896812359533807560a579a181e9a1d6036145ff2a45b url=/admin/current/en-us/service/264-0-0/ideas_multicat.md --> # Enabling the Categories Field Switch from the Category field to the multi-select Categories field which allows zone members to associate more than one category with an idea. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d37268e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37268e54 ">To customize Ideas settings: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37268e54 ">Customize Application</td> </tr> </tbody> </table> The Category field only allows one category to be associated with an idea. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning Once you enable the Categories field, you cannot disable it. Also, enabling the Categories field automatically disables the old Category field in Salesforce and the API. When you enable the Categories field, Salesforce automatically does the following: - Checks your organization's workflow rules, triggers, validation rules, custom fields, and Apex code and lists any area that references the Category field. You must manually fix or remove these references before Salesforce allows you to enable the Categories field. - Automatically moves all picklist values and search layouts from the old Category field to the new Categories field. - Ensures each idea is associated with the appropriate picklist value in the new Categories field. - Makes the new Categories field available in Salesforce and the API. To enable the Categories field: 1. From Setup, enter Ideas Settings in the Quick Find box, then select **Ideas Settings**. 2. Click **Enable**located below the Categories message at the top of the page. This button is not displayed if your organization already has the Categories field enabled. Salesforce checks your organization's workflow rules, triggers, validation rules, custom fields, and Apex code for references to the Category field and lists any areas where this reference needs to be removed. 3. If you need to remove references to the Category field, click **Cancel**. Once you have removed the references, try enabling the Categories field again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note For validation and workflow rules you must delete the rule or fix the Category reference within the rule. It is not sufficient to deactivate the rule. If you need to delete a custom field that references the Category field, make sure to erase the field after it has been deleted. . 4. Read the information in the pop-up window, and click **Enable**. It may take several minutes for Salesforce to enable the new field. 5. Fix any custom reports that reference the old Category field. #### See Also - [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas.") - [Select Picklist Values and Defaults for a Zone](https://help.salesforce.com/s/articleView?id=service.ideas_add_category.htm&release=264.0.0&type=5 "After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value.") - [Define Picklist Values for the Categories and Status Fields](https://help.salesforce.com/s/articleView?id=service.ideas_edit_picklist.htm&release=264.0.0&type=5 "For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields.") <!-- document id=3d496cd523ce32cf3091bd6e84cea2d5bf0f1fcfb368bbfe9b60ef705771ce3b url=/admin/current/en-us/service/264-0-0/ideas_salesforce_communities.md --> # Encourage Idea Creation and Sharing in Experience Cloud Sites Add your Ideas users to Experience Cloud sites to take advantage of new ways to collaborate. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13129e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13129e57 ">To customize Ideas settings for Experience Cloud sites: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13129e57 ">Customize Application</td> </tr> </tbody> </table> Create more engagement and collaboration around Ideas as you enable your customers to post and comment on Ideas right from their site home page. Adding Ideas to Experience Cloud sites lets your users reap the benefits of a vibrant, creative partnership between members. Experience Cloud sites are customizable, public, or private spaces for employees, customers, and partners to collaborate on best practices and business processes. When you enable Ideas in Experience Cloud sites, you give members the ability to create ideas and idea themes and have a dialog around them. You can create public sites that let your customers or partners exchange ideas, and private internal sites that are specific to your employees. You can assign the task of moderating and managing idea sites to internal members, depending on their privileges. Internal members can moderate both internal and external sites because they have access to internal sites and any public sites that they have permission to access. To organize your site into smaller groups, you can create zones within a site that reflect special interests, product groupings, or types of customers. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. For example, if you're a computer manufacturer you can create a site named Laptop Products and another named Desktop Products. Within each of those sites, you can create zones that are specific to different aspects of the products. Members have visibility into different zones based on their user profiles: - Idea community users see the zones that are associated with the Idea community that they’re signed in to. - Internal users with permission to see Ideas can see all internal-only zones in the organization. If internal users sign in to an Idea community, they see only those zones that are associated with that community. - Internal users with permission to see Chatter Answers can see all internal-only zones for the organization in the Q&A tab. If internal users sign in to an Idea community, they see only those zones associated with that community. - Portal users can see the zones associated with their portal. - Portal users with access to both a portal and an Idea community can see the zones associated with the portal or community that they’re currently signed in to. - Users who are accessing the portal or Idea community through an API can access all zones that they have access to in all contexts. - Global searches in the internal application that are performed by internal users return results from all ideas that are available within the organization. Searches performed by all other users in Salesforce Experience Cloud sites return results from the ideas that are available within the site. Ready to add ideas? Then let’s get started! - **[Manage Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_admin.htm&release=264.0.0&type=5)** Learn how to manage Ideas. - **[Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5)** Manage organization-wide settings for Ideas. - **[Enable Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_settings.htm&release=264.0.0&type=5)** Enable idea themes, so community members can collaborate and add ideas to the idea theme. - **[Encouraging Innovation with Idea Reputation](https://help.salesforce.com/s/articleView?id=service.ideas_reputation.htm&release=264.0.0&type=5)** Reward the most influential and innovative members of your Ideas community by acknowledging their participation and contribution to the community. - **[Designate Community Experts](https://help.salesforce.com/s/articleView?id=service.ideas_community_experts.htm&release=264.0.0&type=5)** Designate your star users as experts in their Ideas community. - **[Set Page Layouts for Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_layouts.htm&release=264.0.0&type=5)** When you create a custom field for Ideas, you can add it to the Additional Information section that appears on the Post Idea and Idea Detail pages. - **[Ideas Standard and Custom Fields](https://help.salesforce.com/s/articleView?id=service.ideas_fields.htm&release=264.0.0&type=5)** Administrators can customize Ideas standard and custom fields to meet the needs of an organization's unique requirements. - **[Add Apex Triggers to Idea Comments](https://help.salesforce.com/s/articleView?id=service.ideas_comments_triggers.htm&release=264.0.0&type=5)** Adding Apex triggers to Idea Comments lets you perform actions related to comments that users post to an idea. - **[Migrate to the Community Application](https://help.salesforce.com/s/articleView?id=service.ideas_community_app.htm&release=264.0.0&type=5)** If your organization enabled Ideas before the Winter '10 release, we recommend that you migrate to the new Community application. The Community application replaces the Ideas application in the Lightning Platform app menu and includes the Ideas and Answers tabs. Answers is a feature of the Community application that enables users to ask questions and have community members post replies. Community members can then vote on the helpfulness of each reply, and the person who asked the question can mark one reply as the best answer. - **[Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5)** The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation. <!-- document id=25e5b9832687d3ae93e68e9250cf16685ccdd4dbb1ab89e40b03aa0de537a806 url=/admin/current/en-us/service/264-0-0/ideas_reputation.md --> # Encouraging Innovation with Idea Reputation Reward the most influential and innovative members of your Ideas community by acknowledging their participation and contribution to the community. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> By enabling Reputation in Ideas, and then choosing level names and thresholds, you let users earn points and ratings that reward and encourage frequent, meaningful activity in the community. As community members engage more frequently, they improve the overall quality of ideas, which means that everyone reaps the benefits of a vibrant, creative partnership with your customers. Users are awarded points for many activities including: - Creating an idea - Receiving a comment on their idea - Receiving an upvote on their idea or comment - Commenting on someone else’s idea Reputation points are calculated separately for each zone, and for the cumulative activity within the entire organization. Users who participate in different zones will have different reputation values for each zone based on their activity in that zone. When users are logged into the internal application, their reputation score is based on their participation in all zones to which they belong. Ideas comes with the following pre-defined reputation levels that apply to all zones and to the internal application. Using the API, reputation levels and points for each level can be added or edited to reflect the levels of participation in your community. | Name | Points per Level | | --- | --- | | Observer | 0 – 99 | | Contributor | 100 – 399 | | Influencer | 400 – 1499 | | Thought Leader | 1500+ | Reputation levels are available through the API and can be displayed in custom Ideas implementations. To add or edit reputation level names, points per level, or other attributes of a reputation in any of your zones, use the and IdeaReputationLevel objects in the API. You can create up to 25 different reputation levels for each zone. #### See Also - [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas.") <!-- document id=b409bed0e3d7b3d43df09f0aae753385908a965ad8a2de9729d1cfbb71006c2c url=/admin/current/en-us/service/264-0-0/live_agent_end_chat_session.md --> # End a Chat Session End a chat session after you’ve finished chatting with a customer and updating the records related to their chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d20254e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20254e56 ">To chat with visitors in the Salesforce console: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20254e56 ">Chat is enabled, set up, and included in a Salesforce console app</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). After you end a chat with a customer, the primary and secondary tabs related to that chat remain open in your console. Close them to save your work and free up space to take on more chats. 1. Close the primary tab for the chat. 2. If prompted, click **Save**. <!-- document id=6f77900dfdafdc1fab3b723fcf3e23a916cdecf0b8aaefed6d58ce7e194e5d0e url=/admin/current/en-us/service/264-0-0/livemessage_agent_end_session.md --> # End a Messaging Session When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent_end_session__d627e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_end_session__d627e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43602e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Enhanced Chat sessions from the messaging session record:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 "> <p>Enhanced Chat User permission set license </p> <p>AND</p> <p>Enhanced Chat Rep user permission </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Owner of the messaging session</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Standard or Enhanced Messaging sessions from the messaging session record:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 "> <p>Messaging Agent</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Owner of the messaging session</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">To end Standard or Enhanced Messaging sessions from a list view:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43602e78 ">End Messaging Session</td> </tr> </tbody> </table> 1. From the conversation window in an active messaging session that you own, click **End Chat**. ![End Chat button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_end.png) To restore your capacity and accept new messaging sessions, close the messaging session tab. 2. Alternatively, go to the Messaging Sessions list view to close one or more messaging sessions. 1. Select **Messaging Sessions** from the Item Picker or find the Messaging Sessions related list on a messaging user record. ![Messaging Sessions option in the Item Picker](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_sessions.png) 2. In the list of messaging sessions, find the ones you want to end. 3. In standard channels only, click the action menu next to a messaging session and select **End Session**. ![End Session shown in the dropdown menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/end_session_menu.png) 4. If you select multiple sessions, select **End Sessions** above the list view. ![The End Sessions button in Messaging Sessions list view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_session_end_button.png) Keep these considerations in mind: - If you go offline for any reason during an active messaging session, what happens next depends on the capacity model that your business is using. If tab-based capacity is used, the session status changes to Waiting and the session is routed to an available service rep. If status-based capacity is used, the session remains active. - If you log out of Omni, you see a warning that any ongoing sessions will end. - If you initiate a messaging session and the customer doesn’t respond, the session ends automatically within 24 hours in standard channels and within 48 to 54 hours in enhanced channels. #### See Also - [Lifecycle of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5 "Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.") - [Ending or Inactivating Messaging Sessions Automatically](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&release=264.0.0&type=5 "In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur.") <!-- document id=c68bcbaedbf044a10aab31df274f4fefe8ea2b5aa06597d2cdf56dcdc1be6e9a url=/admin/current/en-us/service/264-0-0/messaging_auto_end.md --> # Ending or Inactivating Messaging Sessions Automatically In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_auto_end__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_auto_end__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard WhatsApp, standard Facebook Messenger, and standard SMS channels</td> </tr> </tbody> </table> ## Automatically Inactivating Sessions In Enhanced Chat and Bring Your Own Channel, you can set a time limit for customer inactivity. If this limit is reached, the messaging session’s status changes to Inactive. _This setting isn't available in other channels._ You can configure this limit in your channel settings, on the Messaging Settings page in Setup. In the Customer Inactivity section, select the checkbox and set a timeout limit between 5 and 30 minutes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Customer Inactivity doesn’t work if you have Status-Based Capacity enabled. ![Customer Inactivity section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_inactivity.png) This time begins counting down after the service rep's first response to the customer’s last message. Here’s an example where the timeout limit is 5 minutes: Customer: “I think so, let me check.” Service rep: “Hello, were you able to find the ID?” (Timer starts) Service rep: “Hello? Is it me you’re looking for?” If the customer doesn’t respond, the session status updates to Inactive 5 minutes after they sent “Hello, were you able to find the ID?” If the service rep needs to send another message after the session is inactive, they can start a new session if it's supported in the channel. If the customer sends a message after a session is inactive, the messaging session status switches to Waiting and the session is routed to your support team. ## Automatically Ending Inactive Sessions In enhanced Messaging channels, Enhanced Chat, and Bring Your Own Channel, if a service rep or automation changes a messaging session’s status to Inactive, the session ends 24 to 30 hours later. ## Automatically Ending New Sessions If a service rep initiates a messaging session and the customer doesn't respond for a certain amount of time, the session status changes to Ended. The status change occurs: - 24 hours after the service rep's message in standard channels. - 48 to 54 hours after the service rep's message in enhanced channels, Messaging for In-App and Bring Your Own Channel. Enhanced Web Chat doesn't support business-initiated messaging. When you use the Send Conversation Messages flow action to send automated notification messages to customers, the session is ended immediately after the message is sent by default. However, you can set the Session Longevity field in the flow action to keep the session open for 48 hours to allow the customer time to respond. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In all types of messaging channels, a session is ended automatically if the customer sends an opt-out keyword. <!-- document id=7e80dcbdca484ddc64ff34a9f82996ae4b95b7cb404b3f0a0898f13f2479ea02 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_prnt.md --> # Endpoint, Hardware, and End-User Service Templates Use these templates to manage the lifecycle of physical assets and technical support. Provide employees with structured intake forms for various hardware requests and troubleshooting, ensuring consistent data capture and auditable fulfillment workflows for your IT team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request New Laptop](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_lptp.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a new laptop. - **[Request New Monitor](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_new_monitr.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a monitor for their workstation. - **[Request a Loaner Laptop](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_loaner_lptp.htm&release=264.0.0&type=5)** Deploy this template to manage temporary laptop requests for various scenarios, such as for employees who are traveling or awaiting repairs. - **[Request Peripheral Device](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_peripheral.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for peripheral devices, such as keyboards, mice, adapters, or headsets. - **[Request Laptop Hardware Upgrade](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_hw_upgrade.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request laptop hardware modifications, such as RAM or disk upgrades. - **[Request Laptop Replacement](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_lptp_rplcmnt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way of replacing end-of-lifecycle, damaged, or unsuitable employee laptops. - **[Request Device Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_retrn_dvc.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardize way for returning company-assigned hardware. - **[Request Projector or Display Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prjctr_spprt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way of requesting for projector or display setup or technical support. - **[Request Office Move IT Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_office_move.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way of requesting for IT support during an office relocation. - **[Report a Lost Device](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_lost_device.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report a lost company device. - **[Report Hardware Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_report_hw_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report technical issues with their assigned equipment, such as a malfunctioning laptop or a broken monitor. - **[Report System Performance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_perfrmnc_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report system performance issues on an assigned device. - **[Report Printer Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_printer_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way for reporting printer issues. - **[Request Audio Equipment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_audio_equipmnt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request audio equipment for meetings or events. - **[Request Printer Installation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_printr_instln.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a printer installation on an assigned device. - **[Request Remote Device Wipe](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_rmt_dvce_wipe.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a remote wipe of a lost or stolen device. - **[Request Admin or USB Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_admin_usb_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request temporary admin or USB access. <!-- document id=27b7d557f7e92b000dcb9b5035e5b2a35e9365eb65c23b69d916a5ce3d7ebecb url=/admin/current/en-us/service/264-0-0/bots_service_engaged_sessions.md --> # Engaged Sessions, Bot Billing, and Bot Performance Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> Einstein Bots uses engaged sessions to differentiate between conversations with and without two-way interaction between your customer and your bot. An engaged session is any bot conversation where your customer sends at least one message or selects at least one menu option or choice other than the End Chat button. All sessions on third-party channels (for example, SMS or Facebook Messenger) count as engaged sessions because a bot conversation is always initiated by your customer. On all channels, bot-to-bot and agent-to-bot transfers count as a single engaged session. For example, when Bot A transfers the conversation to Bot B, it counts as a single engaged session against Bot A. When Agent A transfers the conversation to Bot A, it counts as a single engaged session against Bot A. ## Bot Billing ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You receive 25 Einstein Bots conversations per month for each active Digital Engagement user. You can buy a subscription for an additional 100 Einstein Bots conversations per month for use in one org. Conversations must be used within a given calendar month and don't roll over to subsequent calendar months. Salesforce has the right to terminate your access to Einstein Bots if there is any unauthorized use. For billing purposes, one engaged session equals one bot conversation. Only engaged sessions count against your monthly subscription allowance. A session in which your customer ends the conversation before interacting with the bot isn’t counted as an engaged session and doesn’t count against your allowance. To track your bot use against your monthly subscription allowance, view your engaged session count in Usage-based Entitlements. From Setup, enter Company Information in the Quick Find box, then select **Company Information**. In the Usage-based Entitlements section, find the Maximum Chatbot Engaged Sessions Allowed resource. ![The Company Information section, with Maximum Chatbot Engaged Sessions Allowed resource highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_entitlements.png) ## Bot Performance Dig into how your customers are using your bot with engaged session metric types and reports. We provide several prebuilt standard reports that give you insight into how often customers are engaging with your bot, the average length of time customers spend talking to your bot, and more. Learn more in Salesforce Help for Einstein Bot standard bot reports. #### See Also - [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.") - [Usage-Based Entitlements](https://help.salesforce.com/s/articleView?id=platform.users_understanding_tenant_usage_entitlements.htm&type=5&language=en_US) <!-- document id=ed2cd143ad867eb024f1516cdf5265d65a375ce7f4ece9c446da6db9a6a48d6f url=/admin/current/en-us/service/264-0-0/mfs_cache_first.md --> # Enhance Productivity with the Cache First Policy The Cache First policy in the Field Service mobile app improves data load speed and performance for record details screens and related lists. This update replaces the previous online preferred policy, making the app faster and more accurate if you’re using Lightning Data Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Cache First is a gated, opt-in feature. Contact [Salesforce Customer Support](https://help.salesforce.com/s/articleView?id=000384365&type=1&language=en_US) to enable this feature. ## Key Benefits of Cache First Check out some of the key benefits of Cache First. - Enhanced Performance in Low Connectivity: Ensures smooth and fast app performance, even in areas with poor network connectivity. - Faster Navigation: Loads data from the cache first, allowing users to quickly access the Work Order Overview without waiting for network calls. - Improves mobile app performance on native record details and related lists screens. - Seamless Updates: Simultaneously fetches fresh data in the background and updates the view if new information is available. ## Considerations and Limitations - Cache First only works after priming is complete and for data queries from cache data. - If the user hasn’t run priming in the last 7 days, this feature will be disabled until priming is complete. - Cache First works for record detail screens and related lists, but doesn’t work for the schedule lists, LWCs, flows, or quick actions. For more information or assistance, join the Field Service Mobile Trailblazer community. <!-- document id=68f2a7dd5d63b3a3ab269ba5212b5bf71739838f2875188467680c683b494c9c url=/admin/current/en-us/service/264-0-0/voice_configure_telephony.md --> # Enhance Salesforce Voice with Amazon Connect Enhance Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) integrations and other Amazon services. For example, enable real-time call transcription and create security profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To access Amazon Web Services documentation, go to [https://docs.aws.amazon.com](https://docs.aws.amazon.com). For information about Amazon Connect, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). - **[Configuring Single Sign-On (SSO) with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_config_sso.htm&release=264.0.0&type=5)** Set up single sign-on between Salesforce and Amazon to allow users to log in to Salesforce once and then be automatically logged in to Amazon using the same credentials. - **[Salesforce Voice Additional AWS Services Add-on License](https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&release=264.0.0&type=5)** Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect). - **[Salesforce Voice with Amazon Connect Customer](https://help.salesforce.com/s/articleView?id=service.voice_connect_customer_overview.htm&release=264.0.0&type=5)** Amazon Connect Customer is an Amazon Web Services (AWS) offering that brings AI capabilities to your Salesforce Voice with Amazon Connect experience. - **[Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5)** Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS. - **[Reach Your Customers Using High-Volume Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5)** Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services. - **[Create Automated Dialing Outbound Campaigns with Customer Profiles](https://help.salesforce.com/s/articleView?id=service.voice_outbound_camp.htm&release=264.0.0&type=5)** Amazon Connect Outbound Campaigns with customer profiles support Predictive and Progressive Dialing. This method uses AI to automatically manage the calling rate based on real-time rep availability. It connects reps only to live, human-answered calls, which improves rep efficiency and campaign effectiveness. <!-- document id=fa6e8d1fde6a12b622b690629ced4783fd3355e564a4a282a0e212d9bf9bd83f url=/admin/current/en-us/service/264-0-0/svc_intro.md --> # Enhance Self-Service Automation with Service Catalog A service catalog is a portfolio of products and services that your customers and partners request. Service Catalog helps you turn your customers’ requests for those products and services into approved and documented orders. A service catalog consists of catalog items, catalog categories (groups of catalog items in the service catalog), and catalog fulfillments (automations you assign to individual catalog items). ![Service Catalog site leraning map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_main_banner_lm_service_catalog.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_intro__image_i54_tsc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_intro__image_i54_tsc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Set up Service Catalog</strong> </p> <p>Service Catalog is an automation hub with point-and-click tools that customize flow automatons used in business services, such as Replace Credit Card. Set up requires you to build and configure the Service Catalog building blocks: Items, Fulfillments, and Categories.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_service_catalog_permissions.htm&release=264.0.0&type=5" title="Review the permissions each user requires to access Service Catalog features within your service catalog. Assign new users the Service Catalog Builder permission set to get started.">Service Catalog Permissions</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_catalog_category.htm&release=264.0.0&type=5" title="A catalog category represents groups of catalog items in Service Catalog. Catalog categories are used only in Service Catalog. Organizing catalog items under a catalog category makes those catalog items viewable in Aura.">Create a Catalog Category</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_catalog_fulfillments.htm&release=264.0.0&type=5" title="Catalog fulfillments are the pieces of automation that makes processing user-generated requests simple. Fulfillments ensure that service requests are accomplished efficiently and effectively and that customers receive the services they request. Fulfillments make it easier for customers and service providers to track the progression of a catalog request and ensure that all required steps are completed.">Catalog Fulfillments</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_create_catalog_fulfillment.htm&release=264.0.0&type=5" title="Creating catalog fulfillments in Service Catalog gives admins more flexibility in the type of information they can seek from customers.">Create a Catalog Fulfillment</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_catalog_requests.htm&release=264.0.0&type=5" title="Catalog requests are created when a Service Catalog customer submits a request for a catalog item. Requests let customers follow the status of a requested item and let you report on requests.">Catalog Requests</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_intro__image_rjm_vsc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_intro__image_rjm_vsc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Next"></span> </p> <p> <strong>Set up Your Service Catalog Site</strong> </p> <p>The Service Catalog Site is a CRM-powered self-service site that connects customers with your Service Catalog to browse and request catalog items. Setup requires configuration tasks in Salesforce Setup and Experience Builder, which is where you build, customize, and manage your site.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_setup_intro.htm&release=264.0.0&type=5" title="Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.">Setting Up Your Service Catalog Site</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_comps_temps_ov.htm&release=264.0.0&type=5" title="The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items.">Service Catalog Site Basics</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_prep.htm&release=264.0.0&type=5" title="Before you start building your Service Catalog site, head to Salesforce Setup to prep your org to become a customer or partner-facing site.">Preparing to Build Your Service Catalog Site</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_build.htm&release=264.0.0&type=5" title="Build the pages and configure the components that comprise the Service Catalog site.">Building Your Service Catalog Site</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_launch.htm&release=264.0.0&type=5" title="To go live with your site to your customers and partners, set your site admin settings, and then publish and activate your site.">Launching Your Service Catalog Site</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><a name="svc_intro__image_og4_xsc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_intro__image_og4_xsc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span></p> <p><strong>Learn More About Service Catalog</strong></p> <p><cite>Trailhead Quick Look</cite>: <a href="https://trailhead.salesforce.com/content/learn/modules/service-catalog-quick-look" target="_blank">Get to Know Service Catalog</a></p> <p><cite>Trailhead</cite>: <a href="https://trailhead.salesforce.com/content/learn/modules/service-automation-with-service-catalog" target="_blank">Accelerated Service Automation with Service Catalog</a></p> <p><cite>Video</cite>: <a href="https://play.vidyard.com/oep19K5dD3JZ7QZjYWkoZc" target="_blank">Automate Business Processes with Service Catalog</a></p> <p><cite>Video</cite>: <a href="https://salesforce.vidyard.com/watch/aq2AkfzFbJ37obpAAvLxrw" target="_blank">Accelerate Service Automation with Catalog Fulfillments </a></p> <p style="margin-bottom:0;"><cite>Video</cite>: <a href="https://salesforce.vidyard.com/watch/8m3Fs8DpAR6w1KMqye1kDm" target="_blank">Control Catalog Item Access with Eligibility Rules </a></p> </td> </tr> </tbody> </table> Take a look at this video to get an overview of Service Catalog. <!-- document id=f95f40f771bdb7ce2922e65d06d95295739c60f765c88258ba4c047dde8a3bae url=/admin/current/en-us/service/264-0-0/miaw_glossary.md --> # Enhanced Chat and Messaging Glossary When you’re setting up Enhanced Chat or Messaging, it’s helpful to understand the terms that we use to talk about these services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_glossary__d1067e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_glossary__d1067e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73865e75">Term</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73865e78">Definition</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Asynchronous</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Enhanced Chat sessions can be started, stopped, then re-engaged at any time. Closing the chat conversation window doesn’t delete the conversation history, giving service reps and customers more flexibility. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Channel</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A way for customers to exchange messages with your business. Salesforce supports these channel types in Messaging: Facebook Messenger, WhatsApp, Apple Messages for Business, SMS, LINE, Enhanced In-App Chat, Enhanced Web Chat, Bring Your Own Channel, and Bring Your Own Channel for CCaaS. To connect a third-party account such as a WhatsApp account to Salesforce, you create a Messaging channel in Setup. In your channel settings, you can customize the service rep experience and add automation.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Conversation</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 "> <p>A conversation includes one or more messaging sessions associated with a single messaging user (customer). Some conversations include a single messaging session, while others include multiple. </p> <p>If you have the Agentforce Contact Center Digital add-on, a conversation is an exchange of three or more messages between a business and a messaging user that takes place within a 24-hour period. A conversation can start in three ways:</p> <ul> <li>A service rep accepts a message sent by a messaging user.</li> <li>A service rep sends an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5" title="To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.">initial message</a>.</li> <li>A business sends an <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">automated notification message</a>.</li> </ul> <p style="margin-bottom:0;">In Enhanced Chat, the conversation boundaries determine how much chat history customers see. Review the table in <a href="https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&release=264.0.0&type=5" title="Before starting your setup process, review the considerations and limitations for Enhanced Chat.">Considerations and Limitations for Enhanced Chat</a>.</p> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Conversation Channel Definition</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A record in Salesforce that contains metadata for any Bring Your Own Channel and Bring Your Own Channel for CCaaS channel integration. It's also linked to your messaging channel via a ChannelDefinition foreign key that populates the Conversation Channel Definition field. You must unlink the Conversation Channel Definition field before you can uninstall your Bring Your Own Channel or Bring Your Own Channel for CCaaS.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">CORS Allowlist Entry</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Cross-Origin Resource Sharing (CORS) lets web browsers request resources from other domains. When you add your top-level domain when setting up an Enhanced Web Chat channel, the CORS allowlist prevents requests to Salesforce Lightning apps unless the request comes from your approved URL list.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Custom Parameter</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A way to further customize the Messaging experience or routing for a particular channel. For example, create a custom parameter to share a customer’s name and email address with a service rep or to link a customer’s pre-chat form values to an Enhanced Chat channel. Manage custom parameters in your messaging channel’s settings in Setup.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Embedded Service Deployment</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Create deployments to implement Enhanced Chat on your app or website and control the functionality. Manage your deployments on the Embedded Service Deployment Settings page in Setup. There, you can edit your messaging settings, select branding, add pre-chat values, install a JavaScript code snippet to deliver conversations to your website, and download a configuration file to provide conversations from your mobile app.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Enhanced Messaging</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 "> <p>A platform that supports a wide range of content formats and messaging capabilities. WhatsApp, Facebook Messenger, SMS, LINE, Apple Messages for Business, Bring Your Own Channel, and Bring Your Own Channel for CCaaS are available as enhanced channels. You can upgrade standard channels to enhanced channels. Going forward, new features are available exclusively in enhanced channels.</p> <p style="margin-bottom:0;">Standard Messaging preceded Enhanced Messaging. Standard WhatsApp was retired on Oct. 22, 2025, and Standard Facebook Messenger and SMS were retired on February 14, 2026.</p> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Inbound Messaging</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Messaging sessions initiated by your customer—for example, a customer sends you a message in Facebook Messenger.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Messaging Component</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Structured content that service reps can send to customers in a messaging session to share or gather information. Several types of messaging components are available, including enhanced links, questions with options, time selectors, and forms. These content formats help you standardize your external messaging and let customers and service reps communicate in familiar ways.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Messaging Session</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 "> <p>An exchange of one or more messages between your business and a customer that takes place over a Messaging channel. Messaging sessions end differently depending on your channel and device: </p> <ul> <li>In Enhanced Chat, the conclusion of a messaging session depends on a number of factors, including the addition of user verification or who is ending the session. Learn more in <a href="https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&release=264.0.0&type=5" title="Before starting your setup process, review the considerations and limitations for Enhanced Chat.">Considerations and Limitations for Enhanced Chat</a>.</li> <li>In standard and enhanced Messaging channels, the messaging session ends when one of these actions takes place: <ul> <li>The messaging user opts out of receiving messages in the channel.</li> <li>The service rep clicks <strong class="uicontrol">End Chat</strong> and closes the messaging session tab.</li> <li>(Standard channels only) A flow or process sends an automatic notification, creating an outbound messaging session with an unchanging status of Ended. </li> </ul> </li> </ul> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Messaging User</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A record representing a user who communicates with your company over a particular channel, such as Facebook Messenger. When a customer sends a message to your company, a messaging user record is created for the customer to track their activity in that messaging channel. Depending on which data is available, the record can include the customer’s name, phone number or Facebook name, and consent status. You can link a messaging user record to a contact or other type of record so all the customer’s messaging sessions are in one place. Messaging user records are required for your recipients, even if you’re sending messages to contacts, employees, or person accounts.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Parameter Mapping</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A way to map standard and custom parameters to flows or service rep tasks. Manage your parameter mappings in your messaging channel’s settings in Setup.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Persistent</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Conversation history remains in the conversation window after the conversation is over. In Enhanced Chat, conversation history is also shared across devices if User Verification is active, and all underlying messaging channels associated with your devices share a Configuration Name. In other Messaging channels, conversation history persists across devices without the need for User Verification.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Pre-Chat Fields</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">A way to collect customer details before a service rep starts a conversation in an Enhanced Chat channel. Ask customers to fill out visible pre-chat fields, or use our API to fill in hidden pre-chat fields. Send this data to your team using Omni Flow.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Proactive Messaging</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">Messaging sessions initiated by a service rep or automation in Salesforce; for example, a service rep messages a customer in your WhatsApp channel, or a flow or process sends an automatic notification or broadcast. Reps can proactively message customers in all enhanced channels except Enhanced Web Chat. You can also set up automated message notifications in enhanced WhatsApp channels, enhanced Apple Messages for Business channels, and Enhanced Chat.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e75 ">Routing</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d73865e78 ">The logic that determines how customer inquiries in a Messaging channel are routed. The Salesforce routing tool is Omni-Channel, and you can configure it to route customer messages to queues, bots, or service reps. Queue-based routing is ideal for simple routing scenarios. Omni-Channel flow routing lets you use Flow Builder to define routing rules and dynamically route messages to the most qualified available service rep or bot. Omni-Channel flows unify the routing setup for all supported channels, including voice calls, chats, messaging, cases, leads, and custom objects. You can also route all messages in a particular channel to a specific user or to an Agentforce Service agent.</td> </tr> </tbody> </table> #### See Also - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") - [Lifecycle of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5 "Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.") - [Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&release=264.0.0&type=5 "Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience.") <!-- document id=b336414d1e1d73f8cd4fcc6009a061d7ed2f5b57c4a8bf26e6f14efc718a5281 url=/admin/current/en-us/service/264-0-0/miaw_faq.md --> # Enhanced Chat FAQ Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_faq__d419e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_faq__d419e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Migrating from Legacy Chat](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5)** Review answers to questions about migrating from Legacy Chat to Enhanced Chat. - **[Enhanced Chat Capabilities](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5)** Review answers to questions about the capabilities of Enhanced Chat. - **[Messaging Session Management](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5)** Review answers to questions about managing messaging sessions in Enhanced Chat. ## Migrating from Legacy Chat Review answers to questions about migrating from Legacy Chat to Enhanced Chat. ### Did Messaging for In-App and Web get a new name? Yes. Due to the ongoing syllable shortage, Messaging for In-App and Web is now called Enhanced Chat. Messaging for Web is now Enhanced Web Chat, and Messaging for In-App is Enhanced In-App Chat. We wish we could snap our fingers to update this language everywhere, but you can expect to see the old name in a few places until we replace it, including in the user interface. ### When do I need to migrate from Legacy to Enhanced Chat? Migrate by February 14, 2026. Because the time a migration takes depends on the complexity of your Legacy Chat implementation, give yourself as much time as possible for planning, testing, and rollout. After this date, you'll still be able to access your historical chat data, but you won’t be able to conduct Legacy Chat sessions. ### Does Enhanced Chat have the same features as the legacy Chat product? Enhanced Chat offers many of the features found in Legacy Chat, plus additional features to help you scale your customer service operation. While Legacy Chat and Enhanced Chat share many features, they’re different products. Enhanced Chat features a different setup process, customization options, and service rep experience. Some Legacy Chat features were discontinued for security reasons, while other functionalities were expanded for Enhanced Chat. For a side-by-side comparison, see [this table](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5 "Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product."). ### Does Enhanced Chat require add-on licenses? If you have Enterprise edition, you’ll need the Digital Engagement or Sales Engagement add-on. If you have Unlimited edition, no add-ons are needed. There are some exceptions to these requirements for businesses using legacy Chat, so verify with your account executive. ### Is there a Chat migration tool I can use? Yes. We know that updating your chat solution is an extra task, so we’ve tried to make it as easy as possible. - The [Chat Transition Readiness Report](https://help.salesforce.com/s/articleView?id=service.miaw_chat_readiness_report.htm&release=264.0.0&type=5 "Preparing to move from Legacy Chat to Enhanced Chat? Use the Chat Transition Readiness Report to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition.") analyzes your Legacy Chat implementation and highlights active deployments, configurations, and customizations. With this report, you can assess the scale and complexity of your chat environment as you prepare for the transition. - The [Legacy Web Chat Migration Tool](https://help.salesforce.com/s/articleView?id=service.legacy_chat_migration_tool.htm&release=264.0.0&type=5 "Migrate from Legacy Chat to Enhanced Chat in just a few clicks. Then take important steps to complete setup.") auto-creates an Enhanced Web Chat deployment for you with your legacy Chat labels, branding, and several other settings. If your Legacy Chat implementation meets the tool’s requirements, this is a great way to fast-track your migration. - If you can’t use the migration tool, the [quick start flow](https://help.salesforce.com/s/articleView?id=service.miaw_quick_start.htm&release=264.0.0&type=5 "If you have no pre-existing channel for Enhanced Chat, use the quick start flow to create a channel and deployment.") walks you through creating an Enhanced Chat channel and deployment. ### Can I use Legacy Chat and Enhanced Chat in the same Salesforce org? Yes, both can be active in your Salesforce org at the same time. This allows you to migrate in stages. For web chat, just keep in mind that your website can load only one chat code snippet at a time. So during your migration, don't add the Enhanced Chat code snippet until you've removed the Legacy Chat code snippet. ### Can I stagger my Enhanced Chat rollout? Yes. Since legacy Chat and enhanced Chat can coexist in your Salesforce org, you have the flexibility to roll it out in stages. This approach is particularly beneficial for larger businesses with complex operations or multiple regions or brands. The [Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) Trailhead module walks through two different rollout strategies. Head there for ideas and examples related to staggered rollouts. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you use Government Cloud and opt for a staggered rollout approach, wait to migrate to Government Cloud Plus until you’ve completed your migration to Enhanced Chat. ### Can I reuse my Embedded Service deployment from Legacy Chat when I migrate to Enhanced Chat? No. Because Enhanced Chat has several key differences from Legacy Chat, such as its support of asynchronous messaging, you can’t take your older deployments with you. However, creating a new deployment is straightforward: The Legacy Web Chat Migration Tool auto-creates one for you, or you can use the quick start flow to create one along with your new channel. And once you have your new deployment, you can take advantage of its customization and testing options. ### Will my Legacy Chat reports still work for Enhanced Chat? Because of data model differences, you may need to replace Legacy Chat-related reports that you’re using. In particular: - Switch from reporting on the Chat Transcript object to reporting on the Messaging Session object with its secondary Messaging Session Metrics object. - If you were already using Omni-Channel routing with Legacy Chat, you can continue reporting on the Agent Work object. To learn more, see [Transitioning Your Reporting from Legacy Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_from_chat_reporting.htm&release=264.0.0&type=5 "Move your metrics from Legacy Chat to Enhanced Chat."). ### Do I need to upgrade my standard WhatsApp, SMS, or Facebook Messenger channels when I migrate to Enhanced Chat? Standard channels must be upgraded to enhanced channels by July 31, 2025 (WhatsApp) and Feb. 14, 2026 (SMS and Facebook Messenger). Because Enhanced Chat and Enhanced Messaging share a platform, upgrading all of them is advantageous. For example, certain messaging components can be used in both Enhanced WhatsApp and Enhanced Chat. You decide which channel types to focus on first, but keep these recommendations in mind. - Split your channel upgrades and migrations into stages to minimize the number of users affected at one time. For example, if more of your customers use Chat than Facebook Messenger, start by upgrading your Facebook Messenger channel and creating messaging components for it. Then, move on to Enhanced Chat. - Turning on enhanced Omni-Channel (recommended) causes standard Messaging channels to stop working. ### My legacy Chat implementation relies on a standard bot. Can I keep using that bot in Enhanced Chat? No, but you can clone your standard bot to create a replacement enhanced bot. Legacy Chat supports standard bots, but Enhanced Chat supports only enhanced bots. If your business allows the use of generative AI chat, you can also create an Agentforce Service Agent for Enhanced Chat. ## Enhanced Chat Capabilities Review answers to questions about the capabilities of Enhanced Chat. ### What types of websites and browsers support Enhanced Web Chat? You can add Enhanced Web Chat to: - Salesforce sites - Experience Cloud sites (Aura + LWR) - Commerce Cloud sites - External non-Salesforce sites We currently maintain the same level of [browser support](https://help.salesforce.com/s/articleView?id=experience.networks_communities_browser_support.htm&type=5&language=en_US) as Experience Cloud Sites. ### What mobile operating systems support Enhanced In-App Chat? Both iOS and Android. See the [iOS requirements](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-requirements.html) and the [Android requirements](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-requirements.html). ### Can I customize the appearance of my Enhanced Chat implementation? Yes. Much like legacy Chat, you can add your own branding, labels, and customization to the chat window and pre-chat form. You can also customize your autoresponses and design custom messaging components that reps send in conversations, such as questions with predefined options, forms, and rich links. With the Enhanced Web Chat API, you can use JavaScript APIs and Lightning Web Components (LWC) to customize your web chat experience. On the mobile side, the iOS and Android SDKs make it possible to customize the UI to your specifications. ### Where do I customize the chat experience for customers and reps? Access chat settings in these locations. - In your channel settings: On the Messaging Settings page in Setup, click **Edit** in the action menu of your Enhanced Chat channel. Here, you can customize inactivity settings, auto-responses, consent settings, routing preferences, reCAPTCHA, and more. - In your deployment settings: On the Embedded Service Deployments page in Setup, click the name of your deployment. Here, you can customize business hours, branding, custom labels, pre-chat, and more. - In Setup or the [Developer Console](https://help.salesforce.com/s/articleView?id=platform.code_dev_console.htm&type=5&language=en_US): Developers can use Lightning Web Components, Javascript APIs, and the iOS and Android SDKs to customize the chat experience. In addition, you can customize the Service Console and the Messaging Session record page layout to control which tools reps see when they’re messaging with customers. ### Does Enhanced Chat support rich text formatting like bold, italics, and hyperlinks? Yes. Both reps and customers can use [markdown syntax](https://www.markdownguide.org/basic-syntax/) to send markdown-formatted messages. In addition, reps can send pre-built messaging components that rely on rich formatting, such as rich links with images. ### Can I turn off the emoji action for my support team? Yes. 😢 After the Enhanced Conversation component is added to the Messaging Session page layout, you can update its properties to control which actions are visible to reps. For example, select **Hide emoji action** or **Hide conference action**. Note that your customers can still send you emoji. ### Can I change the location of the chat button on the web page? By default, the chat button is located in the lower right corner of the page. While you can't move the button, you can hide it and implement your own custom button. Then, use the [Launch Chat API](https://developer.salesforce.com/docs/service/messaging-web/guide/launch-chat.html) to open the chat window. ### Does Enhanced Web Chat support prepopulated pre-chat forms? Yes. For help, see [Populate Pre-Chat Form Fields in Enhanced Web Chat](https://developer.salesforce.com/docs/service/messaging-web/guide/populate-prechat-fields.html). ### How do I show a welcome message when a customer starts a chat? Create an [auto-response messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5 "Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.") and select it in your Enhanced Chat channel settings in Setup. Auto-responses can include merge fields, so you can insert the customer’s name. You can set custom auto-responses for these scenarios: - When the customer sends their initial message - When a service rep joins - When the session ends - When the session is about to be marked inactive - When the session is marked inactive ### Why doesn’t the customer’s chat window auto-scroll to the most recent message? Sometimes, a user sends multiple messages in a row. Automatically scrolling to the most recent message might cause a chat participant to overlook earlier messages, so the focus remains on the oldest unread message until the user scrolls to the bottom of the chat window. ### Can I show the customer’s name in an Enhanced Chat conversation, instead of “Guest”? Not currently. However, you can update the Contact, Account, and Name fields on the customer’s messaging user record after it’s created. ### Can I auto-create cases, leads, or contacts in Enhanced Chat? In Legacy Chat, you can use the findOrCreate API to specify which records to find or create, based on information provided in the pre-chat or hidden pre-chat form. In Enhanced Chat, it works a little differently: You can [map pre-chat and hidden pre-chat data](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&release=264.0.0&type=5 "Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow.") to messaging parameters in an Omni-Channel flow. Then, use the flow configuration to find and create records. ## Messaging Session Management Review answers to questions about managing messaging sessions in Enhanced Chat. ### When my customer opens a new browser tab, will a new conversation start with a new rep? No. Enhanced Chat offers session continuity across tabs and devices, which means multiple tabs in the same browser will show the same conversation in the same state. Session continuity is currently supported across browser tabs and across subdomains. It doesn’t extend across browsers. ### How can I create a synchronous chat experience in Enhanced Chat? In general, synchronous chat means that there is a defined waiting stage, a chat stage, and an end stage. Enhanced Chat provides an asynchronous chat experience, which allows the customer to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports [synchronous conversations](https://help.salesforce.com/s/articleView?id=service.miaw_synchronous.htm&release=264.0.0&type=5 "Enhanced Chat provides an asynchronous chat experience, which allows the end user to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end.") with a clear beginning and end. In addition, you can [hide](https://help.salesforce.com/s/articleView?id=service.miaw_chat_button_visibility.htm&release=264.0.0&type=5 "Improve support efficiency by showing the chat button only when service reps are available. Use Chat Button Visibility in Enhanced Chat to set queue limits per rep or across all reps, so your team manages demand effectively and customers connect only when support is ready to respond. The chat button appears only when at least one rep is online and within the defined queue limits, and it automatically updates as availability changes.") the chat button when no reps are available to offer a more synchronous experience. ### How can my support team get rid of abandoned chats? You can automatically mark conversations inactive after a period of customer inactivity. On the Messaging Settings page in Setup, select **Edit** in your channel’s action menu and look for the Customer Inactivity settings. In this section, you can also add an auto-response to warn customers that their session will soon be marked inactive. Reps can also manually end or inactivate sessions. If a rep or automation changes a messaging session’s status to Inactive, the session ends 24 to 30 hours later. ### Can customers see their chat history with our business? All messages sent in a chat session are visible to the customer throughout the session. After the session ends, the customer can still review the messages, but once they either close the chat window, refresh the page, or navigate to a new page, they lose access to that chat history. Only customers who are authenticated through [user verification](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5 "To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.") have access to their chat history, which is always visible in their chat window. ### How do I download a chat transcript? Use the [Conversation Transcript Export tool](https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&type=5&language=en_US) to download your entire transcript history weekly. Or, use [Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US) to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging to review and analyze conversation data. To let customers download transcripts, select **Let customers download their conversation transcripts** in your Enhanced Chat channel settings, on the Messaging Settings page in Setup. Customers then see a Request Chat Transcript link in their chat window action menu. <!-- document id=239bfd03a805c06a9dd8c254ef0231542d4b82bf5ba2d31c134e38fda00919a4 url=/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msging_emp_prnt.md --> # Enhanced Chat for IT Service Employees Offer a way for your employees to connect with an Agentforce agent from the self-service portal for immediate assistance. Use the Salesforce Go automation to speed up the setup process for Enhanced Chat embedded messaging. Then, complete the remaining steps manually to deploy Enhanced Chat to the employee portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> 1. **[Automate Enhanced Chat Setup for Employees in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5)** Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent. 2. **[Complete the Embedded Messaging Setup for the Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_manual_steps.htm&release=264.0.0&type=5)** After running the Salesforce Go automation, complete these manual steps to embed the messaging component on your portal and facilitate employee interactions. <!-- document id=2dd784086793eb329d1be9503f52af442e41ae6410815884150ddc318a5954d8 url=/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msging_setup.md --> # Enhanced Chat for IT Services Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enhanced Chat for IT Service Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_emp_prnt.htm&release=264.0.0&type=5)** Offer a way for your employees to connect with an Agentforce agent from the self-service portal for immediate assistance. Use the Salesforce Go automation to speed up the setup process for Enhanced Chat embedded messaging. Then, complete the remaining steps manually to deploy Enhanced Chat to the employee portal. - **[Give Users Access to Enhanced Chat for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5)** Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent. - **[Transfer Enhanced Chat Conversations to IT Support Reps](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_transfer_reps.htm&release=264.0.0&type=5)** Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps. <!-- document id=d6f298b871ebcbb7dbfef0c4a3a81f14684e8c69778e5c7f15046ccd6ea90ba7 url=/admin/current/en-us/service/264-0-0/messaging_miaw_default_settings.md --> # Enhanced Chat Preview Default Settings When you turn on Enhanced Chat in Salesforce Go, these settings become active. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Go is available in Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Pro Suite</strong>, <strong>Professional</strong>,<strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions with Agentforce Service (formerly Service Cloud)</td></tr></tbody></table> ## Default Settings Enhanced Chat interacts with other features, so it's important to understand its effects when enabled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156202e83">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156202e86">What It Does</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d156202e89">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e83 ">Turn on Omni-Channel</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e86 ">Enables standard Omni-Channel for Salesforce orgs with standard channels, and Enhanced Omni-Channel for Salesforce orgs without them. </td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e89 "> <p>Required to use Enhanced Chat </p> <p style="margin-bottom:0;">Standard Omni-Channel prevents users from using the Omni-Channel sidebar. Instead, users need to use the Omni-Channel utility on the console.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e83 ">Create default presence status</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e86 ">Adds the Online for Messaging status.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e89 ">You can modify or delete this setting.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e83 ">Create default routing configuration</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e86 ">Adds the Enhanced Chat Routing Configuration setting.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e89 ">This setting reduces manual setup. You can modify or delete this setting.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e83 ">Create default queue and assign routing configuration</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e86 ">Adds the Enhanced Chat Queue.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d156202e89 ">This setting reduces manual setup. You can modify or delete this setting.</td> </tr> </tbody> </table> #### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) <!-- document id=42dd006e28edcaa92e2d4fc71e79f280c528437b4b925324f5e70197e78a4427 url=/admin/current/en-us/service/264-0-0/messaging_wa_channel_activation.md --> # Enhanced Messaging Channel Activation Checklist After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_wa_channel_activation__d475e2694"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_wa_channel_activation__d475e2694" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced SMS, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Standard and Enhanced SMS, Enhanced Web Chat v1, Enhanced Web Chat v2, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Graphic showing three steps: creating a channel, reviewing the checklist, and activating the channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_activation_steps.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34889e105">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34889e108">What’s Involved</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5" title="Assign permissions to users who will message with customers or supervise service reps in Messaging channels.">Give users access to Messaging</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Assign users the Messaging permission set license and two permissions sets: one for service reps and one for Salesforce admins. </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5" title="Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.">Set your message routing preferences</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 "> <p>In your channel settings in Setup, choose your routing type and select either an Omni-Channel flow and fallback queue (includes bot support) or a queue (no bot support). If you created a queue during channel creation, you’re all set.</p> <p style="margin-bottom:0;">While you’re configuring routing, we recommend turning on <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US" target="_blank">enhanced Omni-Channel routing</a>, which includes features such as an inbox-style view of work items.</p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5" title="Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.">Configure the Service Console</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Configure the Service Console and the Messaging Session record page so service reps can help customers in enhanced Messaging channels. Use different page layouts for standard and enhanced channels.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize your channel auto-responses</a> and learn about the <a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">opt-in and opt-out experience</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Customize auto-responses for common scenarios in messaging sessions, and set keywords that customers can use to perform actions such as opting out of receiving messages. </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required—LINE only) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5" title="Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.">Complete the connection in LINE</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">In the LINE Developers Console, provide an essential URL from Salesforce and update other settings.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&release=264.0.0&type=5" title="Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.">Create messaging user records</a> for existing customers so that service reps can initiate messaging sessions in your channel.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">If you’re upgrading from a standard channel or migrating your number from an external business service provider, preserve existing customers’ consent preferences by creating messaging user records for them. Each record links the customer to your channel and contains their consent status: implicitly opted in, explicitly opted in, or opted out.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&type=5&language=en_US" target="_blank">Create an enhanced bot</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Incorporate an enhanced bot into your support process to lighten the load on human service reps. Create a bot, and then reference it in an Omni-Channel flow to control which sessions are routed to it.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended—WhatsApp only) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Set up automated messaging and copy message templates</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 "> <p>Create a flow that sends customers automated messages notifying them about product deliveries, case updates, or something else. Each notification message is based on an approved WhatsApp template. Optionally, copy templates from other WhatsApp Business accounts. For example, if you’re upgrading from a standard channel, copy the templates from your standard channel’s account.</p> <p style="margin-bottom:0;">Templates can be copied before or after your enhanced channel is activated.</p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Create a library of interactive content for service reps and bots</a>.</td> <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Help your team share and gather information faster by creating messaging components, which can be questions with clickable options, time selectors, or other formats. Service reps can send messaging components to customers during messaging sessions.</td> </tr> </tbody> </table> ## Ready to activate your channel? After you complete the items on this checklist, you can activate your channel to start receiving messages. On the Messaging Settings page, click your channel’s name. Then, click **Activate Channel** at the top of the page. - **[Activating and Deactivating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5)** Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp. <!-- document id=9d6f2eecab3614305f6406eb38dd7c7a1f44f3db8ef5e9e484043ce2a54c1a77 url=/admin/current/en-us/service/264-0-0/enrich_your_org_with_calculated_insights.md --> # Enrich Your Org with Calculated Insights Create metrics like customer health scores or usage averages to find complex service needs. Send these values to Salesforce records so agents can see them in real time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47622e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47622e79 ">To create calculated insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47622e79 ">Data 360 Architect</td> </tr> </tbody> </table> Make sure that your data streams complete their initial ingestion. Confirm that you map the Data Model Objects. See [Calculated Insights.](https://help.salesforce.com/s/articleView?id=data.c360_a_calculated_insights.htm&type=5&language=en_US) Calculated insights aggregate raw data into high-level metrics. Synchronizing these metrics back to Service records makes sure that agents see the specific health scores or product signals that trigger proactive outreach campaigns. 1. From Data 360, go to the Calculated Insights tab and click **New**. 2. Select **Create from a Data Kit** and click **Next**. 3. Select the relevant service insights and click **Publish**. 4. From your personal settings, in the Quick Find box, enter Enrichment, and select **Copy Field**. 5. Click **New**, select ‌ **Calculated Insight**, and map it to a field on a Salesforce object. <!-- document id=4f608f9df51fb73e203040ececce656e6484e0bbada69769f6df5ff95d45b9d9 url=/admin/current/en-us/service/264-0-0/voice_id_enroll_caller.md --> # Enroll Caller in Voice ID If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. To view Voice ID when on a call, depending where your admin added the Voice ID component, open the Voice Call record page or the Omni-Channel widget. In the Omni-Channel widget, click **More** to view Voice ID. 2. To enroll the caller in Voice ID, click **Enroll Caller**. Voice ID evaluates the caller’s voice to authenticate them and determine their fraud risk level. 3. To evaluate the caller’s voice, click **Evaluate Voice**. ![Voice ID screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_id.png) 4. If a caller wants to opt out of Voice ID, click **Opt Out**. #### See Also - [Enable Voice ID in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_id_enable.htm&type=5&language=en_US) <!-- document id=181a21e7564a8b4cb3ba5736ee0cd85dcc8919b7fa1f3401f7258413c0e712db url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_enroll_mdm.md --> # Enroll Device for MDM Deploy this template to provide employees with a standardized way to request for device enrollment for Mobile Device Management (MDM). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Device ID: The unique identifier for the hardware device that requires enrollment into MDM. - Operating System: The specific software platform running on the device, such as Android or iOS. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=fc2a45a70c03e281faa732a6daa093b86ac07682a47d31a2e2238e234e8bce7f url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_enrl_sec_trnng.md --> # Enroll User in Security Training Deploy this template to provide employees with a standardized way to request enrollment in a security training program. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Training Channel Name: The name of the specific security training channel for the enrollment request. - Trainee Email Address: The email address of the individual attending the security training. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=ba7232895fd19f137fd48de8abd61cf10b039f7846af892e0a842a33485c2ee6 url=/admin/current/en-us/service/264-0-0/service_insights_enable_service_features.md --> # Ensure Your Service Features Are Enabled for Service Insights For Service Insights to work as expected, enable specific features of Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> These features should be enabled. - Email Drafts - Email-to-Case - Omni-Channel - Skills-Based Routing - Surveys For instructions on setting up Service features, see [Set Up Service Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&language=en_US). To enable Agentforce agents, follow the instructions to enable Agentforce Agents: [Set Up A Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US). <!-- document id=378f15ca05bacb00833f26f01d8b8b8c1cdd9cdfb9293bcdd0b260fbb50d85b3 url=/admin/current/en-us/service/264-0-0/it_srvcs_enterprise_knwldg_parent.md --> # Enterprise Knowledge for IT Services Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise Knowledge component on incident records to search and attach articles from Salesforce Knowledge and external sources unified through Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Enterprise Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_kwldg_setup.htm&release=264.0.0&type=5)** Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page. - **[Use the Enterprise Knowledge Component for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_ek_component.htm&release=264.0.0&type=5)** Use the Enterprise Knowledge component to view, search, and attach articles from Salesforce Knowledge and external sources to incidents. <!-- document id=fc3c242ee20d59131a3cbda5ed484fe04e3b70e0b5f0e6cc241597960aa07d51 url=/admin/current/en-us/service/264-0-0/entitlements_fields.md --> # Entitlement Fields Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d126026e57">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d126026e60">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Account Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 ">The account associated with the entitlement. Every entitlement must be linked to an account.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Asset Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p>The asset associated with the entitlement.</p> <p style="margin-bottom:0;">Products represent the items your company sells (for example, a laptop case), whereas assets represent the specific products your customers have purchased (the laptop case purchased by John).</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Business Hours</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__BHdesc"><a name="entitlements_fields__BHdesc"><!-- --></a>The entitlement’s supported business hours.</span> </p> <p style="margin-bottom:0;">To learn more about business hours on entitlements, see <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&type=5&language=en_US" target="_blank">How Business Hours Work in Entitlement Management</a>.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Per Incident</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__CasePackDesc"><a name="entitlements_fields__CasePackDesc"><!-- --></a>Lets you limit the number of cases the entitlement supports.</span> </p> <p>Use this field if your service agreements with your customers are based on number of cases (as opposed to number of days or other criteria). Otherwise, you probably don’t need it.</p> <p style="margin-bottom:0;">This option isn’t available for work orders.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Cases Per Entitlement</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__CasePackSizeDesc"><a name="entitlements_fields__CasePackSizeDesc"><!-- --></a>The total number of cases the entitlement supports.</span> </p> <p style="margin-bottom:0;" id="entitlements_fields__OnlyPerIncident"><a name="entitlements_fields__OnlyPerIncident"><!-- --></a>This field is only available if <samp class="parmname">Per Incident</samp> is selected.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Contract Line Item</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 ">The contract line item (product) associated with the entitlement.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">End Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__EndDateDesc"><a name="entitlements_fields__EndDateDesc"><!-- --></a>The last day the entitlement is in effect.</span> </p> <p style="margin-bottom:0;">This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the <samp class="parmname">End Date</samp> to 365 days after the <samp class="parmname">Start Date</samp>.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Entitlement Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__NameDesc"><a name="entitlements_fields__NameDesc"><!-- --></a>The entitlement’s name.</span> </p> <p style="margin-bottom:0;"> <span id="entitlements_fields__DescriptiveNave"><a name="entitlements_fields__DescriptiveNave"><!-- --></a>We recommend using a descriptive name, such as <kbd>Phone Support</kbd>. A descriptive name helps users better understand entitlements when they see them on related lists for accounts, contacts, and assets.</span> </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Operating Hours</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 ">The operating hours applied to the entitlement’s work orders. This field is visible only if Field Service is enabled.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Service Contract</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p>The service contract associated with the entitlement. </p> <p style="margin-bottom:0;"><span id="entitlements_fields__ServiceContractFilterLookup"><a name="entitlements_fields__ServiceContractFilterLookup"><!-- --></a>To quickly find a service contract in the lookup dialog box, select criteria from the <samp class="parmname">Filter by</samp> fields. Admins can set lookup filters to restrict filter values and results.</span></p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Start Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__StartDateDesc"><a name="entitlements_fields__StartDateDesc"><!-- --></a>The first day the entitlement is in effect.</span> </p> <p style="margin-bottom:0;">This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the <samp class="parmname">Start Date</samp> to the date when the <samp class="parmname">Status</samp> changes to <kbd>Active</kbd>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Entitlement Process</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__ProcessDesc"><a name="entitlements_fields__ProcessDesc"><!-- --></a>The entitlement process associated with the entitlement.</span> </p> <p style="margin-bottom:0;">Entitlement processes are timelines that include all the steps (milestones) that your support team must complete to resolve cases. Each process includes logic to determine how to enforce the correct service level for your customers.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Remaining Cases</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__CasePackRemain"><a name="entitlements_fields__CasePackRemain"><!-- --></a>The number of cases the entitlement can support. This field decreases in value by one each time a case is created with the entitlement.</span> </p> <p style="margin-bottom:0;">This field is only available if <samp class="parmname">Per Incident</samp> is selected.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Remaining Work Orders</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 ">The number of work orders remaining that can be raised against this entitlement.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Status</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__StatusDesc"><a name="entitlements_fields__StatusDesc"><!-- --></a>The entitlement’s status.</span> </p> <p>Status is determined by your Salesforce org’s current system date and the entitlement’s <samp class="parmname">Start Date</samp> and <samp class="parmname">End Date</samp>. The status is:</p><a name="entitlements_fields__status_value_descriptions"><!-- --></a> <ul id="entitlements_fields__status_value_descriptions"> <li>Active if the system date is equal to or later than the <samp class="parmname">Start Date</samp> and equal to or earlier than the <samp class="parmname">End Date</samp>.</li> <li>Expired if the system date is later than the <samp class="parmname">End Date</samp>.</li> <li>Inactive if the system date is earlier than the <samp class="parmname">Start Date</samp>.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Status Icon</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p>Represents the entitlement’s status with one of the following icons:</p> <ul> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/active_entitlement_status.png" alt="Active status icon"></span> Active</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/expired_entitlement_status.png" alt="Expired status icon"></span> Expired</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/inactive_entitlement_status.png" alt="Inactive status icon"></span> Inactive</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Type</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 "> <p> <span id="entitlements_fields__TypeDesc"><a name="entitlements_fields__TypeDesc"><!-- --></a>The type of entitlement, such as Web or phone support.</span> </p> <p style="margin-bottom:0;" id="entitlements_fields__CustomValueDesc"><a name="entitlements_fields__CustomValueDesc"><!-- --></a>Admins can customize this field’s values.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e57 "> <samp class="parmname">Work Orders Per Entitlement</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d126026e60 ">The total number of work orders the entitlement supports.</td> </tr> </tbody> </table> #### See Also - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") <!-- document id=99faaada406b885fc61197ba09d310525c2427ee14ff2713a1e7f2671c900005 url=/admin/current/en-us/service/264-0-0/entitlements_help.md --> # Entitlement Management Help Find the information you need to make the most of entitlement management. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Entitlement Management - [What’s Entitlement Management?](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&release=264.0.0&type=5 "Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.") - [Planning for Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5 "Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.") - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") - [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features.") - [How Business Hours Work in Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&release=264.0.0&type=5 "When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations.") - [The Admin’s Guide to Entitlement Management](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf) ## Entitlements - [Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.") - [Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5 "Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.") - [Verify Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5 "Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order.") - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") - [Entitlement Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_fields.htm&release=264.0.0&type=5 "Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Set Up Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.") - [Set Up Entitlement Management in Experiences](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_partportal.htm&release=264.0.0&type=5 "Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts.") - [Report on Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_report.htm&release=264.0.0&type=5 "Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items.") ## Milestones and Entitlement Processes - [Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&release=264.0.0&type=5 "Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.") - [Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_statuses.htm&release=264.0.0&type=5 "Milestones on support records display one of three statuses.") - [Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.") - [Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_sequential_recurrence.htm&release=264.0.0&type=5 "When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it.") - [Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&release=264.0.0&type=5 "Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.") - [Where Can I View Milestones?](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_app_visibility.htm&release=264.0.0&type=5 "Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones.") - [Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5 "Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.") - [Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5 "Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.") - [How a Record Moves Through an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5 "When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.") - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") ## Updating Entitlement Processes - [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.") - [Create a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.") - [Use a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5 "After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.") ## Service Contracts - [Work with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_overview.htm&release=264.0.0&type=5 "Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts.") - [Guidelines for Working with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_creating.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts.") - [Service Contract Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_fields.htm&release=264.0.0&type=5 "Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Set Up Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).") ## Contract Line Items - [Work with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_items_overview.htm&release=264.0.0&type=5 "Contract line items are those products covered by a service contract, not by a general contract. You can only use contract line items if you use products in Salesforce.") - [Guidelines for Working with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_creating.htm&release=264.0.0&type=5 "Contract line items are products covered by a service contract. Learn how to perform basic actions on contract line items.") - [Contract Line Item Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_fields.htm&release=264.0.0&type=5 "Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Add Contract Line Items to Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts_line_items.htm&release=264.0.0&type=5 "Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.") <!-- document id=8b56b64606aedd063c4bd62d2c7e6713ee0c528f6434903924114e5f4f7b6bef url=/admin/current/en-us/service/264-0-0/entitlements_best_practices.md --> # Entitlement Management Limits and Limitations These limits and limitations apply to entitlements and their related features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Limits | Limit | Details | | --- | --- | | Maximum entitlement processes per org | 1,000 | | Maximum milestones per entitlement process | 10 | | Maximum service contracts in a service contract hierarchy | 10,000 | | Maximum contract line items in a contract line item hierarchy | 10,000 | | Maximum entitlement queue entries per hour | 50,000 | ## Limitations Experience Limitations - Entitlements are only supported in experiences built using Salesforce Tabs + Visualforce and can’t be added to Lightning Experience. - The status icon is available for the Entitlement object only in Salesforce Classic. Entitlement Limitations - Every entitlement must be associated with an account. - You can’t share entitlements. Entitlements inherit their parent account’s sharing settings. To update an entitlement, you need Read access on the parent account. - If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. - Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template. - Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types. - Entitlements don’t automatically apply to cases created with Web-to-Case or Email-to-Case. For details on how to auto-add entitlements to these types of cases, see [Automatically Add Entitlements to Cases from Web, Email, and Experiences](https://help.salesforce.com/s/articleView?id=service.entitlements_auto_add.htm&release=264.0.0&type=5 "Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code."). - An email violation is triggered to the Queue if there is an email address associated with it. Queue members don't receive the violation email. Milestone Limitations - You can’t add milestones to support records without using entitlement processes. Entitlement processes apply milestones to support records. - Milestones aren’t marked completed automatically. For details on how to auto-complete milestones on records that match unique criteria, see [Auto-Complete Case Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_trigger.htm&release=264.0.0&type=5 "Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones."). - Actions on time-based milestones sometimes execute a few seconds before their target date. For example, if you set up a violation action to occur 0 minutes after the milestone is violated, the action can execute in the minute before the target date. - After an entitlement process is activated, you can’t delete its milestones or create milestone actions. But you can create versions of entitlement processes with different milestone settings and apply the new version to existing entitlements. - By default, the tracker shows only one milestone countdown at a time. To view upcoming milestones, use the links in the tracker. - The Case Milestone Status field isn’t available in list views in Lightning Experience. - The Milestone component and tracker doesn’t appear in the Salesforce mobile app. - Business hours on entitlement processes aren’t supported in change sets. To transfer an entitlement process with business hours from one Salesforce org to another, use one of these approaches: - Create the entitlement process from scratch in the new org. - Use an alternative method to transfer the entitlement process, such as the Ant Migration Tool. - Remove the business hours from the entitlement process before adding it to a change set. - Case Milestone doesn't have system fields to identify who completes or changes the milestone. Service Contract Limitations - You can only use contract line items if your org uses the Product object. - You can’t create list views for contract line items. - You can’t share contract line items. Contract line items inherit their parent service contract’s sharing settings. For example, users with the Read permission on service contracts inherit the Read permission on contract line items. - In the Salesforce mobile app, contract line items can be edited and deleted but not created. - You can’t select a record type when creating contract line items. To change a line item’s record type from the default type, manually update the record after it’s created. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you experience issues with the Root Service Contract field being blank, contact Salesforce for help. Lightning Experience Limitations - The Entitlements related list isn’t available on contacts. - The Entitlement Templates related list isn’t available on products. - The Contacts related list isn’t available on entitlements. - The Business Hours field isn't available on the Case Milestones related list. - The Milestone Status Icon field on cases isn’t available. - In the Object Milestones related list on work orders, only the following fields are supported: Created By, Created Date, Last Modified By, Last Modified Date, Deleted, Object Milestone ID, Object Milestone Name, Stopped Time (Mins), Elapsed Time (Mins), Target Date, Completion Date, and Parent Object. - The Status Icon field on service contracts isn’t available. - When you're adding multiple contract line items to a service contract, picklist fields on contract line items show all values in your org rather than only the values corresponding to the line item’s record type. But selecting a value corresponding to a different record type results in an error. This issue doesn’t occur when you edit a single line item. - When you clone a case that’s related to an entitlement record, the Entitlement Process Start Time carries over from the cloned case. #### See Also - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") <!-- document id=c4e5252c0372790655168e3dab011dd4bcbaf258cdb890a0f3a10a49c65a959d url=/admin/current/en-us/service/264-0-0/entitlements_setting_up_entitlement_management.md --> # Entitlement Management Setup Checklist When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d109956e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e58 ">To set up entitlement management</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e58 ">Manage Entitlements</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:7.412898443291327%"> <col style="width:45.36693847294292%"> <col style="width:47.220163083765755%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d109956e90">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d109956e93">Complete if...</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> Read <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5" title="Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.">Planning for Entitlement Management</a></td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You’re thinking about using entitlements in your org.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5" title="Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.">Set Up Entitlements</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want customer support eligibility to be determined at the account or contact level.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_enabling.htm&release=264.0.0&type=5" title="Enable entitlements in your Salesforce org to help support reps deliver the correct service level to your customers.">Enable Entitlements</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to use entitlements in your org.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_customize.htm&release=264.0.0&type=5" title="Customize entitlement fields and page layouts based on your business needs and how your support reps work.">Customize Entitlements</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to control which fields users see on entitlements, and how and where users associate entitlements with other records.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_filtered_lookups.htm&release=264.0.0&type=5" title="Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case.">Set Up Entitlement and Asset Lookup Filters on Cases</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to control which entitlements and assets users can link to a case.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_giving_users_access.htm&release=264.0.0&type=5" title="After you set up entitlement management, make sure that users have the appropriate user permissions, field access, and tab access.">Give Users Access to Entitlement Management</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to give users the appropriate user permissions, field access, and tab access.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_templates.htm&release=264.0.0&type=5" title="Entitlement templates let you predefine terms of support that users can add to products.">Set Up an Entitlement Template</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to predefine the terms of support for specific products.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_auto_add.htm&release=264.0.0&type=5" title="Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code.">Automatically Add Entitlements to Cases from Web, Email, and Experiences</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want the correct entitlement to be added automatically to cases created using Web-to-Case, Email-to-Case, or experiences.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5" title="Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.">Set Up Milestones</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to define required steps that support reps must complete to close a support record.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_layouts.htm&release=264.0.0&type=5" title="Customize your page layouts for milestones to help support reps and supervisors track support progress.">Customize Milestone Page Layouts</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to control which milestone-related fields users see.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_feed_item.htm&release=264.0.0&type=5" title="Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.">Enable Milestone Feed Items</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want automatic notifications to be added to the feed and the record owner’s profile page when a milestone is completed or violated.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5" title="The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.">Set Up the Milestone Tracker</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want your support team to be able to see a list of upcoming and completed milestones and countdowns for active and overdue milestones.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_updates.htm&release=264.0.0&type=5" title="Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met.">Limit User Updates to Milestones</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to prevent users from updating milestones unless certain criteria are met.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_milestones.htm&release=264.0.0&type=5" title="Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders.">Create a Milestone</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to define a required step in your support process.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_trigger.htm&release=264.0.0&type=5" title="Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.">Auto-Complete Case Milestones</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want milestones to be automatically marked Completed on cases that match unique criteria.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5" title="Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.">Set Up Entitlement Processes</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to be able to apply the required steps in your support process to specific records.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_create.htm&release=264.0.0&type=5" title="Create an entitlement process to give support reps a timeline of required steps to follow when solving support records. Each process includes the logic necessary to determine how to enforce the correct service level for your customers.">Create an Entitlement Process</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to create a timeline that includes all of the steps that your support team must complete to resolve support records.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_fields.htm&release=264.0.0&type=5" title="If you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure that support reps can see and interact with entitlement processes.">Customize Entitlement Process Fields</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to control which entitlement process fields users see.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5" title="Add milestones to entitlement processes to define required steps in your support process.">Add a Milestone to an Entitlement Process</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to specify which required support steps occur, and when, on your timeline.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_actions.htm&release=264.0.0&type=5" title="Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.">Add a Milestone Action to an Entitlement Process</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to define time-dependent workflow actions that occur at every step (milestone) in an entitlement process when the milestone is nearing violation, violated, or completed.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> </td> <td data-label="Complete if..." class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_apply.htm&release=264.0.0&type=5" title="You’ve created an entitlement process; now it’s time to use it! Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process.">Apply an Entitlement Process to an Entitlement</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want a specific entitlement’s support records to follow the steps defined in your entitlement process.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5" title="Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.">Create a New Version of an Entitlement Process</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to update an entitlement process.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5" title="After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.">Use a New Version of an Entitlement Process</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to apply a new version of an entitlement process to new or existing entitlements.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5" title="Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).">Set Up Service Contracts</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want customer support eligibility to be determined at the service contract level.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts_line_items.htm&release=264.0.0&type=5" title="Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.">Add Contract Line Items to Service Contracts</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to be able to limit a service contract to cover specific products.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_impl_partportal.htm&release=264.0.0&type=5" title="Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts.">Set Up Entitlement Management in Experiences</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want customers or partners to be able to view their entitlements and service contracts and create support records from them.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> <a href="https://help.salesforce.com/s/articleView?id=service.entitlements_impl_report.htm&release=264.0.0&type=5" title="Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items.">Report on Entitlements</a> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 ">You want to view and share data on entitlements and service contracts.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d109956e90 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_checkbox.png" alt="checkbox"></span> Give your support team entitlement management guidelines.</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109956e93 "> <p>You want your support team to understand:</p> <ul> <li>How to verify that a customer is entitled to support</li> <li>How to link cases or work orders to entitlements</li> <li>How entitlement processes affect the way they resolve cases or work orders</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Planning for Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5 "Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.") <!-- document id=0bc438214aff28429dbd4fd119b9c4f7693ef5c1e382f7bfdbf0af03cc2ca326 url=/admin/current/en-us/service/264-0-0/entitlements_process_parent.md --> # Entitlement Processes Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Not all entitlements require entitlement processes. For example, an entitlement might just state that a customer is eligible for phone support and business hours define phone support to be 24/7. If you need to add more to that definition—for example, if certain people must be emailed after a customer's case goes unresolved for two hours—use an entitlement process. ![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_process_set_up.png) - **[Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5)** Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org. - **[Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5)** Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them. <!-- document id=000cfc1dacbf6b9c4fdc0a3369cbc6eabe96b914586470d84ef6392899108e47 url=/admin/current/en-us/service/264-0-0/entitlements_overview.md --> # Entitlements Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can associate entitlements with accounts, assets, contacts, and service contracts. For example, a phone support entitlement can be added to an account. When a contact from that account calls your service department, support reps can quickly verify that they’re entitled to phone support. ![Verify an entitlement](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_verify_support.png) You can use entitlements on their own or as part of _entitlement processes_. Entitlement processes are timelines that contain all the steps that support reps must complete to resolve a support record. To represent more complex service-level agreements in Salesforce—with features like renewal processes and multiple service levels—you can use _service contracts_ and _contract line items_. View and manage entitlements in Salesforce from the Entitlements tab. Depending on how entitlements are set up, you can also use the Entitlements related list on accounts, contacts, assets, or service contracts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the Entitlements related list isn’t available on Contacts. - **[Set Up Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5)** Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support. - **[Work with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_agent.htm&release=264.0.0&type=5)** Entitlements help you determine if your customers are eligible for support so you can create support records like cases or work orders for them. #### See Also - [Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5 "Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.") - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") <!-- document id=f90abd60511774e2e6f847eba9410ef54deda4b618ece0f415ab417f4eee4c4e url=/admin/current/en-us/service/264-0-0/entitlements_terms.md --> # Entitlements: Terms to Know Learn useful terms related to entitlement features in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Entitlement A unit of customer support in Salesforce, such as “phone support” or “web support.” It’s typically used to represent terms in warranties. You can associate entitlement with accounts, assets, contacts, and service contracts. View entitlements from the Entitlements tab or the Entitlements related list on accounts, assets, contacts, and service contracts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the Entitlements related list isn’t available on Contacts. Entitlement Contact Contacts who are entitled to customer support—for example, a named caller. The Contacts related list on an entitlement shows which contacts are eligible for that entitlement. You can remove or add contacts directly from the related list, or by updating the contact record itself. Your business may not allow you to provide support to customers unless they are a contact on the entitlement. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - Contacts on an account don’t automatically inherit the account’s entitlements. Depending on your business processes, you may need to create a separate entitlement for each contact on an account. You can also set up an Apex trigger that automatically assigns an entitlement to a contact when you create the contact. - Entitlement contacts don’t have page layouts, search layouts, buttons, links, or record types. - The same visibility and sharing settings that apply to the parent account apply to contacts. Associating a contact with an entitlement doesn’t share the entitlement record with the contact or the related experience user. Entitlement Template Predefined terms of customer support that can be quickly added to products in Salesforce. For example, you can create entitlement templates for phone or web support so users can easily add entitlements to products purchased by customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the contact related list isn’t available on Entitlements. Entitlement Management A collection of Salesforce features that help you provide the correct service levels to your customers. It includes: - _Entitlements,_ which let support reps determine whether a customer is eligible for support. - _Entitlement processes,_ which are timelines that include all the steps that your support team must complete to resolve support records like cases or work orders. - _Service contracts,_ which let you represent different kinds of customer support agreements like warranties, subscriptions, or maintenance agreements. You can restrict service contracts to cover specific products. - _Experience access to entitlements,_ which lets experience users view entitlements and service contracts and create support records from them. - _Reporting on entitlement management,_ which lets you track the way entitlements are used in your Salesforce org and whether service contract terms are being met. Depending on your business needs, you may decide to use all of these features or just a few of them. Service Contract A customer support agreement between you and your customers. Service contracts in Salesforce can represent warranties, subscriptions, service level agreements (SLAs), and other types of customer support. View service contracts in the Service Contracts tab or on the Service Contracts related list on accounts and contacts. Contract Line Item Specific products covered by a service contract. View contract line items in the Contract Line Items related list on service contracts (not contracts!). You can only use contract line items if your org uses products. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Schedules aren’t available for contract line items, and experience users can’t access them. Entitlement Process A timeline that includes all the steps (milestones) that support reps must complete to resolve a support record. Each process includes the logic needed to determine how to enforce the correct service level for your customers. Entitlement processes come in two types: Case and Work Order. Not all entitlements need processes. For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process. Milestone A required step in your entitlement process. Milestones are metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Time on cases. Milestone Action A time-dependent workflow action that occurs on a milestone in an entitlement process. For example, you might add the following actions to a milestone: - Send an email alert to certain users one hour before a first response milestone is scheduled to expire - Update certain fields on a case one minute after a first response is completed There are three types of milestone actions: - _Success actions_ are triggered when a milestone is completed - _Warning actions_ are triggered when a milestone is about to be violated - _Violation actions_ are triggered when a milestone is violated You can automate tasks, email alerts, field updates, and outbound messages for each action type. #### See Also - [Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements.") <!-- document id=26ced7d1b5eb93ffafa71cacc04a79778812c186608e8a922a794c5054a83c8f url=/admin/current/en-us/service/264-0-0/hr_svc_ergonomic_wrkplc_assess.md --> # Ergonomic Workplace Assessment Deploy this template to provide employees with an intake standard to flag, request, and address work environment ergonomic adjustments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Assessment Context, Physical Discomfort Indicators, Chair Type, Monitor Setup, Input Devices, Desk Height, Lighting Condition, Legroom Availability, Photo Upload, Subject, Case Origin. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=08c9dda42e8caf1dcb27d363404fd3c2834af8103dc634b1800154870600ce22 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_async_errors.md --> # Error Handling for Asynchronous Components Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54316e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54316e67 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54316e67 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Unlike other messaging components in Einstein Bots, asynchronous components don’t include conversation repair attempts. Instead, these components redirect to the system Error Handler dialog. Without any customization, the Error Handler dialog delivers a message and redirects the customer to the Main Menu dialog. Starting over makes sense when the customer encounters certain errors, such as an internal server error. But it’s not very efficient for the customer or the bot when the error is recoverable, such as a component timeout or an invalid shipping address. When you add an asynchronous component to your bot, you’re prompted to specify an object list variable to store any error codes or types triggered by customer interaction with the component. ![Error Handling section of Step Properties panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_error_variable.png) You can use the variable with an Apex class to customize the behavior of the Error Handler dialog. 1. From the Apex Classes page in Setup, create an Apex class that loops through the list of errors stored in the object list variable and returns the error codes or types. For example: ``` public with sharing class CheckBotError { @InvocableMethod(label='CheckBotError') public static List<String> CheckBotError(List<chatbots.Error> errors) { List<String> returnVal = new List<String>(); for (chatbots.Error err : errors) { if (err.errorType == 'TEST_TYPE') { returnVal.add('There was an issue with FOO. Please try SOMETHING ELSE.'); } } return returnVal; } } ``` 2. Add the Apex class to your bot’s Error Handler dialog to make the error codes and types available to your bot. 1. Go to the Bot Builder. Click **Dialogs**, and then select the Error Handler system dialog or any other dialog you use for error handling. 2. From the Dialog Component Library, drag the **Apex** action dialog step onto the canvas. 3. In the Step Properties panel, select the Apex class you created. 4. For the input, select the object list variable you use to store the errors from your asynchronous component. 5. For the output, create or select a variable to store the error codes or types the Apex class returns. Choose the variable type that works best with your Apex class and business case. 3. [Add Rule steps](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5 "Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional.") to customize the behavior of the Error Handler dialog. For every error code or type that you want to handle, create a condition that triggers the Rule step when the variable you specified in your Apex class contains the error code or type. 4. Save your changes. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d54316e206">Available Error Codes and Types</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d54316e212">Component</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d54316e215">Error Codes and Types</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Component" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e212 ">Authentication</td> <td data-label="Error Codes and Types" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e215 "> <ul> <li>InvalidAuthenticationRequest</li> <li>AccessDenied</li> <li>InvalidScope</li> <li>AuthenticationRequestExpired</li> <li>InternalServerError </li> <li>TemporarilyUnavailable</li> </ul> </td> </tr> <tr class=""> <td data-label="Component" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e212 ">Form</td> <td data-label="Error Codes and Types" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e215 "> <ul> <li>InvalidFormResponse</li> <li>FormRequestExpired</li> <li>ApiResultErrorCode: When this is the error type, then the errorCode field will contain a Salesforce error code.</li> <li>InternalServerError</li> </ul> </td> </tr> <tr class=""> <td data-label="Component" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e212 ">Payment</td> <td data-label="Error Codes and Types" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d54316e206 d54316e215 "> <ul> <li>ShippingContactInvalid</li> <li>BillingContactInvalid</li> <li>AddressUnserviceable</li> <li>CouponCodeInvalid</li> <li>CouponCodeExpired</li> <li>Unknown</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Understand System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.") <!-- document id=2a00e1ccc326abd6543fcd2fe05751f6773f88e4cec0aefb1c34fa0a74a73afc url=/admin/current/en-us/service/264-0-0/rules_escalation_actions.md --> # Escalation Actions Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support rep (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Let’s break down the parts of an escalation action and go over best practices for each step: ![Screenshot showing Escalation Actions page with boxes around the Auto-reassign cases section and the Select users to notify section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/rules/rules_escalation_actions_boxes.png) Age Over Salesforce escalates the case if the case hasn’t been closed within this time period \[1\]. For example, escalate the case if it hasn’t been closed within five hours. This time is calculated from the date field set in the Specify how escalation times are set field in the rule entry. No two escalation actions can have the same number in this field. The Age Over field is required, because escalation rules are time-based. Auto-Reassign Cases When a case escalates, Salesforce can reassign the case to a different user or queue \[2\]. - Queue or User—Select a user or queue to reassign the case to. When a case is reassigned, the queue or user becomes the new case owner. Companies typically reassign cases to a queue instead of a specific user. For example, if Level 1 support doesn’t resolve a case within 24 hours, the case is reassigned to the Level 2 support queue. - Notification Template—Select a notification template to use to send a notification email to the assignee. If you select a Notification Template, then Salesforce sends a notification email to the new case owner. The template controls which fields are included in the notification email. For example, the email template might include the case number, case contact, account name, and case reason so that the new case owner can quickly understand the situation. Notify Users When a case escalates, Salesforce can send a notification email so that a user, the current case owner, or other email recipients know that the case is escalating \[3\]. - Notify This User—Select a user to notify. For example, you might want to notify the support manager. - Notify Case Owner—Send an email to the current case owner to remind them that the case is escalating. Select this checkbox when you want to notify the case owner but haven’t reassigned the case. - Additional Emails—You can send notification emails to other people when a case is escalated. Enter up to five email addresses, each on a separate line. For example, you can set up an escalation rule to notify support managers or executives so that they know that a case is escalating. - Notification Template—If you select Notify This User, Notify Case Owner, or Additional Emails, then you must select a notification template to send a notification email to the user, case owner, or additional recipients. The template controls which fields are included in the notification email. #### See Also - [Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&release=264.0.0&type=5 "Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.") - [Escalation Rule Entries](https://help.salesforce.com/s/articleView?id=service.rules_escalation_rule_entry.htm&release=264.0.0&type=5 "Escalation criteria specify the conditions under which a case escalates. We store your criteria in a rule entry.") <!-- document id=e66064d1a4f104bf0d951d08f5c0bdd9c25bc426c9fe338c7fda28e89a5fcaee url=/admin/current/en-us/service/264-0-0/rules_escalation_rule_entry.md --> # Escalation Rule Entries Escalation criteria specify the conditions under which a case escalates. We store your criteria in a rule entry. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When Salesforce applies an escalation rule to a case, it inspects the case and compares the case to the criteria in the rule entry. If the case matches the criteria defined in the rule entry, Salesforce runs the escalation actions. Let’s break down the parts of an escalation rule entry and go over the best practices for each step: ![Screenshot of rule entry page for an escalation rule with callouts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/rules/rules_escalation_rule_entry.png) Step 1: Rule Entry Order The Sort Order determines the sequence in which Salesforce evaluates rule entries \[1\]. Typically, orgs use one escalation rule that’s made up of several rule entries. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip As a best practice, put the most complex rule entries at the beginning of the sort order. Put more generic rule entries at the end of the sort order. Suppose that you have five rule entries. Salesforce looks at the first rule entry to see if its criteria matches the case. If the criteria matches, then Salesforce stops evaluating and escalates the case. If the criteria doesn’t match, then Salesforce looks at the second rule entry to see if it matches, and so on, until it finds a match. If the first rule entry is generic, then Salesforce finds a match and escalates the case without continuing to evaluate later rule entries. It’s a good practice to put a generic “catch-all” rule entry at the end of the rule entry order. The catch-all rule entry is designed to escalate cases that don’t meet the criteria specified in the other rule entries. For example, perhaps you want to escalate cases that have been open for more than 48 hours. Create a rule entry that contains no criteria so that it catches all remaining cases, and specify that cases escalate 48 hours after they were created. Step 2: Rule Entry Criteria The rule entry criteria define the case field values that trigger an escalation. When Salesforce evaluates the rule entry, it looks at the criteria and sees if the criteria match the field values set on the case. If the criteria match, the case is escalated. Run this rule if the criteria are met You can define escalation criteria using field values by selecting **criteria are met** \[2.1\]. Select the field, select the operator, and select the value \[2.2\]. For example, suppose that we want to escalate cases that are high priority and from our two biggest customers, Acme and Global Media. We can create a rule entry that escalates cases where the Priority field equals _High_ and the Account: Account Name field equals _Acme_ or _Global Media_. You can specify more field values by filling out the rows. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip By default, the filter concatenates the rows using AND. However, if you want to use a different filter operator, click **Add Filter Logic** \[2.3\]. You can refine the filter using parentheses, AND, and OR. For example, (1 AND 2) or (3 AND 4). Run this rule if the criteria are met You can define escalation criteria using a formula by selecting **formula evaluates to true**. Enter a formula that returns a value of True or False. Salesforce triggers the rule if the formula returns “True.” Step 3: Business Hours Criteria Business hours let you specify when your support team is available \[3\]. If business hours are specified on the escalation rule, then escalation actions occur only during business hours. Let’s look at some examples. Let’s say that your support team is based in San Francisco and works from 9 AM-5 PM Monday-Friday, Pacific time. Ignore business hours If you don’t want to use business hours when calculating when cases are escalated, select Ignore business hours. In this situation, a case is escalated without consideration of the support team’s business hours or the case’s business hours. For example, a case might escalate at 3 AM Pacific time, even though the support team isn’t available. Use business hours specified on the case A case might have different business hours than your support team. If business hours are specified on the case, then the case escalates during the case’s business hours. Suppose that your support team is located in San Francisco and works 9-5 Pacific time, but your customer is located in New York and operates on Eastern time. You could specify Eastern business hours on the case, so that your support team knows to contact the customer during Eastern business hours. If Use business hours specified on the case is selected, then the case escalates during East Coast business hours. So, a case could escalate at 6 AM Pacific, because that’s within Eastern business hours (9 AM -5 PM Eastern, which is 6 AM-2 PM Pacific). Set business hours Use the lookup to select the business hours that are defined for your company. If you select this option, then cases are escalated during these hours. Perhaps you’ve defined business hours as 9 AM-5 PM Pacific time. If you select the 9-5 Pacific time business hours, then cases would only be escalated during that time period. Step 4: How Escalation Times Are Set Specify when the escalation clock starts ticking by specifying how escalation times are set \[4\]. Your selection here affects when the time period specified in the Age Over field begins to run. You can set the Age Over field on the Escalation Actions page. When case is created The escalation clock starts ticking when the case is created, and the case escalates when the time period set in the Age Over field expires. If Age Over is set to 5 hours, then the case escalates five hours after the case is created. If the case is created at 9 AM on Monday morning, it would escalate at 2 PM on Monday afternoon. When case is created, and disable after case is first modified The escalation clock starts ticking when the case is created but stops when the case is modified, provided that the case is modified before the Age Over time period expires. If Age Over is set to 5 hours, then the case escalates five hours after the case is created unless the case is modified before five hours elapse. If the case is created at 9 AM on Monday morning and isn’t modified within the five-hour period, then the case would escalate at 2 PM on Monday afternoon. However, if the case is created at 9 AM on Monday and a support rep modifies the case at 10 AM, then the case wouldn’t escalate. Based on last modification time The escalation clock starts ticking when the case is modified. If Age Over is set to 5 hours, then the case escalates five hours after the case is last modified. Suppose that the case is created at 9 AM on Monday morning and a support rep modifies the case at 10 AM. The case would escalate at 3 PM on Monday afternoon, which is five hours after the 10 AM modification. #### See Also - [Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&release=264.0.0&type=5 "Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.") - [Escalation Actions](https://help.salesforce.com/s/articleView?id=service.rules_escalation_actions.htm&release=264.0.0&type=5 "Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support rep (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.") <!-- document id=48eb42b281446a0cd86ea4e256795bf227cbaf8d4c79c021f9335188ccc4ceb0 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_escalations.md --> # Escalations to a Representative for Agentforce Scheduling for Field Service in the Legacy Agentforce Builder Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **Ethics:** - Only a minor will be present at the time of the planned appointment because an adult must be present at the time of service. - The customer states a preference for the mobile worker or the mobile worker’s behavior that is based on race, gender, age, or can be interpreted as discriminative, offensive, or inappropriate. - **Failure to Complete Request:** - The customer states that the provided address isn’t accurate or provides a different address. - The customer’s address isn’t valid because the contact doesn’t have a mailing city and a mailing street. - No available time slots meet the customer’s request. - The customer has asked to add comments to the appointment details. For example, the customer requests that the mobile worker doesn’t ring the bell on arrival. - The appointment’s times couldn’t be updated according to the selected time slot. - There’s no service appointment ID to use to schedule the appointment. - A failure occurred while attempting to retrieve information about an appointment. - A failure occurred while attempting to cancel an appointment. - Appointment information is missing or formatted incorrectly. - **Data Protection:** - The customer asks for the appointment’s ID. - The customer attempts to use specific operating hours or scheduling policy. - The customer attempts to expose work types or work type names. - The customer asks to change the appointment’s work type, arrival time, or arrival window. - **Customer Outreach:** Outreach messages that didn’t receive a response are escalated. First we send a reminder message: - When rebooking a scheduled appointment, the reminder is sent 2 hours after the initial message. - When booking an appointment for Asset Maintenance, the reminder is sent after 80% of the time has passed between the due date and the initial message. In both cases, after the customer gets the reminder, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation. #### See Also - [Route Conversations from a Service Agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&type=5&language=en_US) - [Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.") <!-- document id=da2163b816cd143fe3a056ac75f0b5178e9019c3536e50486d213033f2a484f4 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_escalations_studio.md --> # Escalations to a Representative in the New Agentforce Builder Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **Ethics:** - Only a minor will be present at the time of the planned appointment because an adult must be present at the time of service. - The customer states a preference for the mobile worker or the mobile worker’s behavior that is based on race, gender, age, or can be interpreted as discriminative, offensive, or inappropriate. - **Failure to Complete Request:** - The customer states that the provided address isn’t accurate or provides a different address. - The customer’s address isn’t valid because the contact doesn’t have a mailing city and a mailing street. - No available time slots meet the customer’s request. - The customer has asked to add comments to the appointment details. For example, the customer requests that the mobile worker doesn’t ring the bell on arrival. - The appointment’s times couldn’t be updated according to the selected time slot. - There’s no service appointment ID to use to schedule the appointment. - A failure occurred while attempting to retrieve information about an appointment. - A failure occurred while attempting to cancel an appointment. - Appointment information is missing or formatted incorrectly. - **Data Protection:** - The customer asks for the appointment’s ID. - The customer attempts to use specific operating hours or scheduling policy. - The customer attempts to expose work types or work type names. - The customer asks to change the appointment’s work type, arrival time, or arrival window. - **Customer Outreach:** Outreach messages that didn’t receive a response are escalated. First we send a reminder message: - When rebooking a scheduled appointment, the reminder is sent 2 hours after the initial message. - When booking an appointment for Asset Maintenance, the reminder is sent after 80% of the time has passed between the due date and the initial message. In both cases, after the customer gets the reminder, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation. <!-- document id=5c2291ac2cbba6d45a3aaae1e6db92d0c2f96f639c10086d9b9bf3384cf0df81 url=/admin/current/en-us/service/264-0-0/pfs_efficiency.md --> # Estimate a Service Resource’s Efficiency People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ In the Efficiency field on a service resource record, enter a value from 0.1 through 10. An efficiency of 1 means that the mobile worker works at a typical or average speed. An efficiency greater than 1 means that the mobile worker works faster than average. Less than 1 means that the mobile worker works slower than average. During schedule optimization, the following formula is used to estimate the time that a mobile worker needs to complete an appointment: _Duration / Efficiency = Actual time to perform an appointment_ If you’re using Enhanced Scheduling and Optimization, when service resource efficiencies are used and applied to the duration of the service appointment assignment, the engine rounds up the Actual time to perform an appointment values to the nearest minute. If you’re not using Enhanced Scheduling and Optimization, the engine rounds down to the nearest minute. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization. - To give preference to highly efficient service resources in schedule optimization, create a Resource Priority service objective based on the service resource Efficiency field. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example The estimated duration on the Battery Replacement work type is 60 minutes. - Alexander, an expert, has an efficiency of 2.0. If Alexander is assigned to a Battery Replacement appointment, the appointment is scheduled to end 30 minutes after the scheduled start (60/2=30). - Jane, a mobile worker, has an efficiency of 1.0. If Jane is assigned to a Battery Replacement appointment, the appointment is scheduled to end 1 hour after the scheduled start (60/1=60). - Janice, a junior worker, has an efficiency of 0.5. If Janice is assigned to a Battery Replacement appointment, the appointment is scheduled to end 2 hours after the scheduled start (60/0.5=120). <!-- document id=dfa5cf40aefee9e3d3c53f893aa22ccdb529031f2de25613705ed5be4de1fcf5 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_ethics.md --> # Ethical Instructions for Autonomous Scheduling for Field Service in the Legacy Agentforce Builder Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Changing the guardrails in the subagent’s instructions isn’t recommended. However, if you choose to change the instructions, we advise you to thoroughly test your subagent to make sure that it meets your requirements. Minor safety Conversations that include any mention of minors are escalated to a representative. Protected attributes, including race, age, and gender Conversations that include any mention of preferences for a specific race, gender, age, or any other discriminating characteristics are escalated to a representative. <!-- document id=d6f7129e2e259e8821d1467bcdc13c198dd7d8f56c29b4ef069e1c2aaedc2e55 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_ethics_studio.md --> # Ethical Instructions for Autonomous Scheduling in the New Agentforce Builder Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Changing the guardrails in the subagent’s instructions isn’t recommended. However, if you choose to change the instructions, we advise you to thoroughly test your subagent to make sure that it meets your requirements. Minor safety Conversations that include any mention of minors are escalated to a representative. Protected attributes, including race, age, and gender Conversations that include any mention of preferences for a specific race, gender, age, or any other discriminating characteristics are escalated to a representative. <!-- document id=fe88f34f8f22d77e941e770ffb879eac979c8e29a0ae651f45cf4458ed5f4f7e url=/admin/current/en-us/service/264-0-0/bots_service_model_mgmt.md --> # Evaluate How Well Your Bots Understand Your Customers The Model Management page shows metrics on the quality of your bot’s intent model and individual intent details. Use the information to fine-tune intents and improve how well your bot understands your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64519e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64519e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64519e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Your bot is only as good as the data that you feed it. To ensure Bot quality, we recommend visiting the Model Management menu often. Our models rate intents based on an F1 Score, which is a statistical term that shows how accurate the model is at predicting correctly. The F1 score is defined from 0 through 1, with 1 being the highest possible score. The higher your intent’s F1 score, the more likely that the bot predicts correctly every time it has a conversation. F1 scores combine two metrics: - Precision—the number of correct positive results divided by the number of total positive results - Recall—the number of positive results divided by the number of total expected results To improve your intent’s F1 score, we provided recommendations on the Model Management Page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If your model pre-dates the F1 score integration in Einstein Bots, the model requires a rebuild to integrate your data into the new score. In that case, a prompt indicates the need for a rebuild. 1. From the Bot Builder menu, click **Model Management**. 2. To view intent model metrics, display the **Model** tab. ![An image of the new model management dashboard.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_model_management.png) 3. To view the recommendations, click an intent name. ![An image of the recommendations per intent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_model_intent.png) Adding utterances and clarifying intents are great ways to improve F1 scores. It’s also important to frequently integrate new customer data from conversation transcripts to keep the bot current. A minimum of 20 utterances is required to build the model, but more utterances make the model more accurate. 4. To act on the recommendations provided, click **Edit Intent** to go to the intent details for that dialog. To visualize the accuracy of your intent model, you can use the [Einstein Intent Assessor](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G5qvaUAB) AppExchange tool. 5. To view model performance in other languages, click **Download Model Metrics**. Bots with multiple languages have both aggregated metrics and language-specific metrics. - **[Test Multiple Intent Predictions](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_predictions_bulk.htm&release=264.0.0&type=5)** Evaluate how accurately your bot predicts intents by testing multiple utterances in bulk instead of one at a time. This method helps assess intent accuracy and identify gaps in intent configuration. Bulk testing helps identify misclassified utterances and assess overall model performance by using prediction metrics. Previously, testing utterances required manual, one-by-one validation. Bulk testing streamlines the process by analyzing large datasets and returning a consolidated prediction summary. <!-- document id=1a6f16ad34fddcd810ad43a958566e1de6ec8ee3c1415f928e432706915b14ff url=/admin/current/en-us/service/264-0-0/workforce_engagement_qm_evaluate_rep_performance.md --> # Evaluate Rep Performance Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> - **[Identify Interactions for Evaluation](https://help.salesforce.com/s/articleView?id=service.workfoce_engagement_identify_interactions_for_evaluation.htm&release=264.0.0&type=5)** Review messaging sessions or voice calls within reports to assess quality performance and analyze trends. - **[Perform a Quality Evaluation](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_perform_a_quality_evaluation.htm&release=264.0.0&type=5)** Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades. - **[Review Rep Performance (Rep View)](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_review_your_performance_rep_view.htm&release=264.0.0&type=5)** Service reps can view their own scores on individual records to understand their performance feedback. - **[Review Team Performance (Supervisor View)](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_review_team_performance_supervisor_view.htm&release=264.0.0&type=5)** To identify high-level trends and specific reps who require more training, supervisors use aggregated reports. <!-- document id=4857eee8042902e976e2a90caa89f6f0232c97a6379a1b368121221435df34e1 url=/admin/current/en-us/service/264-0-0/it_srvcs_evidence_mgmt.md --> # Evidence Management for IT Compliance Manage the collection and verification of compliance evidence in a centralized, auditable workspace. Audit teams create evidence requests, subject matter experts fulfill them, reviewers verify the artifacts, and verified evidence is locked for external auditors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Evidence Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_evidence_mgmt.htm&release=264.0.0&type=5)** Set up Evidence Management for IT Compliance to configure how IT teams and employees manage audit artifacts. Turn on the feature, assign permission sets, connect external storage, and optionally configure SLAs, notifications, stage management, and other advanced controls. - **[Manage Evidence for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_work_with_evidence_mgmt.htm&release=264.0.0&type=5)** Move evidence through its full lifecycle — create compliance audits, raise evidence requests, fulfill requests with artifacts, and verify evidence so it's ready for external auditors. <!-- document id=6ad9a57607f0a244d2178de962b4ed3686218c6ce1777b5e28d786a8daf9abbe url=/admin/current/en-us/service/264-0-0/it_srvcs_evidence_mgmt_lifecycle.md --> # Evidence Management Lifecycle for IT Compliance Follow how compliance evidence moves from audit planning to external review. See how audit managers, fulfillers, compliance reviewers, and auditors work together to collect, verify, and lock evidence in a traceable workflow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Follow the lifecycle of a compliance evidence request to see how status transitions, artifact verification, and role-based ownership work together to create an auditable trail from evidence collection through external review. ## Planning and request creation Cumulus Bank's audit program manager creates a Compliance Audit record for the upcoming review: **GMRI-2026 Resilience & Storage Compliance Audit - Q3**. The audit type is set to **Internal Audit**, the observation window runs from July 1 through September 30, and the execution window is October 5 through October 15. Under this audit, the manager creates an evidence request: **Provide proof that all production S3 buckets use server-side encryption**. The request is assigned to Jordan Chen, a cloud infrastructure engineer, with a due date tied to the audit timeline. The manager advances the request status from **Draft** to **Sent to Client**, which sends Jordan a notification and adds the request to Jordan's Evidence Hub queue. ## Fulfillment and artifact creation Jordan goes to the Evidence Hub app and opens the assigned request. Reading the instructions, Jordan understands that the auditor needs an export showing encryption settings for all production S3 buckets. Jordan creates a new evidence artifact on the request: **AWS S3 Bucket Encryption Configuration Export**, and sets the classification to **Confidential**. After pulling the configuration export from AWS Config, Jordan uploads the CSV file to the artifact's **Files** tab and changes the artifact status from **Draft** to **Submitted**. The compliance team is notified that the evidence is ready for review. ## Review and verification Rachel Anderson, the IT compliance analyst, opens the artifact from the evidence request's **Artifacts** tab. She clicks into the **Files** tab and opens the CSV in the evidence artifact previewer, which renders the file inline without requiring a download. Scanning the export, Rachel confirms that every production bucket in the list shows **Encryption: AES-256**. Satisfied that the evidence meets the compliance requirement, Rachel sets the artifact status to **Verified - Accepted**. The artifact record and all attached files immediately lock, becoming read-only. No further edits to the artifact or its files are allowed. ## Rejection and resubmission In an alternate scenario, suppose Rachel's review reveals that three buckets in the us-west-2 region show no encryption. Rachel sets the artifact status to **Verified - Rejected** and fills in the **Observation Statement** field with feedback: **3 buckets in us-west-2 region show no encryption (bucket-analytics-staging, bucket-logs-raw, bucket-temp-uploads). Please remediate and resubmit evidence after encryption is enabled.** Jordan receives a notification, remediates the encryption gaps, pulls a fresh AWS Config export, and creates a new artifact with the corrected evidence. This time, Rachel verifies that all buckets are encrypted and accepts the artifact. ## Request closure Once all artifacts linked to the evidence request have been verified and accepted, the audit program manager marks the request itself as **Accepted**. The request, all its linked artifacts, and the parent audit remain accessible for reporting and external review. ## Audit trail and external review When the external auditor arrives to perform the compliance audit review, they sign in to the Evidence Hub with a user account that has read access to the compliance records. The auditor navigates to the compliance audit's **Evidence** tab and reviews each evidence request and its verified artifacts. They open Jordan's S3 encryption artifact, preview the CSV inline, and see the same evidence Rachel accepted. Because the artifact was locked at the moment of verification, the auditor has confidence that the file hasn't been altered since the compliance team approved it. The full artifact history—who submitted it, when, who verified it, and any rejection feedback—provides a complete chain of custody that satisfies the compliance reporting requirements. <!-- document id=d1a6bcf138b00bf80ecb4cd3b8aa9ec9939bbd757d3e84181f766e8aefcf2b39 url=/admin/current/en-us/service/264-0-0/knowledge_caseclose_apex.md --> # Example Apex for Submitting Articles from Cases If your organization allows customer-support reps to create Salesforce Knowledge articles while closing a case, you can use Apex to pre-populate fields on draft articles. To do so, create an Apex class and assign it to the case article type using the example below as a guide. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122025e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122025e58 ">To edit Salesforce Knowledge settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122025e58 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122025e58 ">To create an Apex class:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122025e58 ">Author Apex</td> </tr> </tbody> </table> For more information on the syntax and use of Apex, see the [Lightning Platform Apex Code Developer's Guide](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/). Set up the example by creating the following article type, field, and data categories. Do not change the default API Name assigned to each new object. 1. [Create an article type](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_create.htm&release=264.0.0&type=5 "An article type controls how an article displays and what type of information of fields are included.") called FAQ. 2. [Create a text custom field](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5 "Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.") called Details. 3. [Create a category group](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") called Geography and [assign it a category](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5 "Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.") called USA. 4. [Create a category group](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") called Topics and [assign it a category](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5 "Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.") called Maintenance. Now, create and assign the Apex class. 5. From Setup, enter Apex Classes in the Quick Find box, then select **Apex Classes** and click **New**. 6. To specify the version of Apex and the API used with this class, click **Version Settings**. If your organization has installed managed packages from the AppExchange, you can also specify which version of each managed package to use with this class. Use the default values for all versions. This associates the class with the most recent version of Apex and the API, as well as each managed package. You can specify an older version of a managed package if you want to access components or functionality that differs from the most recent package version. You can specify an older version of Apex and the API to maintain specific behavior. 7. In the Apex Class text box enter the following script and click **Save**: ```markup public class AgentContributionArticleController { // The constructor must take a ApexPages.KnowledgeArticleVersionStandardController as an argument public AgentContributionArticleController(ApexPages.KnowledgeArticleVersionStandardController ctl) { SObject article = ctl.getRecord(); //this is the SObject for the new article. //It can optionally be cast to the proper article type, e.g. FAQ__kav article = (FAQ__kav) ctl.getRecord(); String sourceId = ctl.getSourceId(); //this returns the id of the case that was closed. Case c = [select subject, description from Case where id=:sourceId]; article.put('title', 'From Case: '+c.subject); //this overrides the default behavior of pre-filling the title of the article with the subject of the closed case. article.put('Details__c',c.description); ctl.selectDataCategory('Geography','USA'); //Only one category per category group can be specified. ctl.selectDataCategory('Topics','Maintenance'); } ``` 8. From Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings** and click **Edit**. 9. Verify the [case settings](https://help.salesforce.com/s/articleView?id=service.knowledge_settings.htm&release=264.0.0&type=5 "From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers."); using our example, the **Default article type** should be FAQ. 10. From the Use Apex Customization menu, select **AgentContributionArticleController** and click **Save**. As a result of this example, when support reps create an article from the case-close screen: - The data from the Description field on the case appears in the Details field of the article. - The title of the article contains From Case: and the case subject. - The article is automatically assigned to the USA data category and the Maintenance data category. #### See Also - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=291d74959f3bb1897e29975ff82d94a2df696f483e606e22f05baf1f39482c88 url=/admin/current/en-us/service/264-0-0/messaging_components_apex_class.md --> # Example: Apex Class for Time Selector Messaging Components Time selector messaging components send customers a prompt and a list of available time slots for them to choose from. To generate the list of time slots each time the component is sent, create an Apex class. The Apex class determines the time slot start time, duration, and time zone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_apex_class__d1032e2806"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_apex_class__d1032e2806" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced WhatsApp, Enhanced Facebook Messenger, and Enhanced Apple Messages for Business, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v2, Standard and Enhanced SMS, and Enhanced LINE</td> </tr> </tbody> </table> This Apex class provides example time slots at several intervals, each set by a pair of Datetime statements. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example ```java public with sharing class MessagingTimeSlotOptions {          @InvocableMethod     public static List<List<RichMessaging.TimeSlotOption>> getTimeSlotOptions(){         List<List<RichMessaging.TimeSlotOption>> result = new List<List<RichMessaging.TimeSlotOption>>();         List<RichMessaging.TimeSlotOption> options = new List<RichMessaging.TimeSlotOption>{             new RichMessaging.TimeSlotOption(                 Datetime.now().addHours(1),                 Datetime.now().addHours(2)),             new RichMessaging.TimeSlotOption(                 Datetime.now().addHours(3),                 Datetime.now().addHours(4)),             new RichMessaging.TimeSlotOption(                 Datetime.now().addHours(25),                 Datetime.now().addHours(26)),             new RichMessaging.TimeSlotOption(                 Datetime.now().addHours(27),                 Datetime.now().addHours(28))         };         result.add(options);         return result;     } } ``` #### See Also - [Apex Code Overview](https://help.salesforce.com/s/articleView?id=platform.code_about.htm&type=5&language=en_US) <!-- document id=bd5f09fde01f6924f8671cacff546beaa9c3807a1d5769a28970ac3058328c22 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_email_blueprint.md --> # Example: Connect the Scheduling Agent to Email in the Legacy Agentforce Builder By default, email isn’t supported for Autonomous Scheduling agent conversations. This example explains how you can set up your agent to connect to email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it. Before you begin, follow the steps for setting up [Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&type=5&language=en_US). It doesn’t require additional licenses and is available by default in Field Service. When you’ve completed the setup, review [Get Started with Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_get_started.htm&type=5&language=en_US). - **[Set Up Customer-Initiated Scheduling with Email in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_email_customer_initiated.htm&release=264.0.0&type=5)** Set up a Customer-Initiated Scheduling agent that connects to email. - **[Set Up Customer Outreach with Email in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_email_customer_outreach.htm&release=264.0.0&type=5)** Set up a Customer Outreach agent that connects to email. - **[Monitor Email Conversations in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_email_monitor.htm&release=264.0.0&type=5)** Monitor email conversations for agents connected to email. <!-- document id=c14905c142e8f3fc11cf46844a3bc186d646365f484a7ab9cf499a94ec73d1be url=/admin/current/en-us/service/264-0-0/fs_einstein_copilot_example_product_order.md --> # Example: Create a Field Service Product Order with Agentforce Placing a product order can be cumbersome. With Agentforce, you can create a flow that triggers an agent subagent to place the product order for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Einstein generative AI is available in Lightning Experience. Setup for Einstein generative AI is available in Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in all enhanced Messaging channels. <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US&type=5" target="_blank">View required editions</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">For purchasing options, contact your Salesforce account executive.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d132842e88">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132842e88 ">To build subagents and actions: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132842e88 ">Manage Agentforce Default Agent</td> </tr> </tbody> </table> ![Asking the AI agent to place a product order and seeing it created in the system](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_einstein_copilot_example_product_order.png) ## Step 1: Create a Flow Create a flow that generates a product order, which is represented in the system as a product request and a product request line item. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Click **New Flow**. 3. Select **Start From Scratch** and click **Next**. 4. Select **Autolaunched Flow (No Trigger)** and click **Create**. 5. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter inputProductName. 3. For Description, enter The name of the requested product. 4. For Data Type, select **Text**. 5. Select **Available for Input**. 6. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter inputNeedDate. 3. For Description, enter The date when the order must be placed. 4. For Data Type, select **Date**. 7. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter inputNeedDateText. 3. For Description, enter The date entered by the user. 4. For Data Type, select **Text**. 5. Select **Available for Input**. 8. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter inputQuantity. 3. For Description, enter The requested quantity. 4. For Data Type, select **Number**. 5. For Decimal Places, enter 0. 6. For Default Value, enter 1. 7. Select **Available for Input**. 9. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter inputWorkOrderNumber. 3. For Description, enter The work order number that the product request is for. 4. For Data Type, select **Text**. 5. Select **Available for Input**. 10. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Variable**. 2. For API Name, enter outputInfo. 3. For Description, enter Additional information. 4. For Data Type, select **Text**. 5. Select **Available for Output**. 11. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error messages. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Formula**. 2. For API Name, enter formulaValidateDate. 3. For Description, enter Validates the date. 4. For Data Type, select **Boolean**. 5. For Formula, enter: `REGEX({!inputNeedDateText}, '((?:19|20)\\d\\d)-(0?[1-9]|1[012])-([12][0-9]|3[01]|0?[1-9])')` 6. To validate the formula, click **Check Syntax**. 12. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error messages. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Formula**. 2. For API Name, enter formulaBadDateOutput. 3. For Description, enter Error message that the user sees if the date isn’t valid. 4. For Data Type, select **Text**. 5. For Formula, enter: `{!inputNeedDateText} + ' has the wrong format. Enter the date as YYYY-MM-DD and try again.'` 6. To validate the formula, click **Check Syntax**. 13. This step isn’t required, but it’s a recommended practice to ensure that the flow can handle imperfect input and provide clear error messages. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Formula**. 2. For API Name, enter formulaConvertDate. 3. For Description, enter Converts the date entered by the user to the format used in the system. 4. For Data Type, select **Date**. 5. For Formula, enter: `DATEVALUE({!inputNeedDateText})` 6. To validate the formula, click **Check Syntax**. 14. In a sequential flow line without branching, add elements to the flow. Add a Get Records element. 1. For Label, enter Get Product. 2. For Description, enter Retrieves the product item by name passed to the flow. 3. For Data Source, select **Salesforce Object** 4. For Object, select **Product**. 5. Fill in the condition requirements. Field: Name Operator: Equals Value: {!inputProductName} 15. Add a Get Records element. 1. For Label, enter Get Service Resource. 2. For Description, enter Retrieves the ID of the mobile worker that’s running the flow. 3. For Data Source, select **Salesforce Object** 4. For Object, select **Service Resource**. 5. Fill in the condition requirements. Field: RelatedRecordId Operator: Equals Value: {!$User.Id} 16. Add a Get Records element. 1. For Label, enter Get Work Order. 2. For Description, enter Retrieves a work order by the number passed to the flow. 3. For Data Source, select **Salesforce Object** 4. For Object, select **Work Order**. 5. Fill in the condition requirements. Field: Work Order Number Operator: Contains Value: {!inputWorkOrderNumber} 17. To create a product request based on the flow inputs, add a Create Records elements to the flow. 1. For Label, enter Create Product Request. 2. For How to Set Record Field Values, select **Manually**. 3. For Object, select **Product Request**. 4. Add these fields and field values. Description: Requested by Technician NeedByDate: inputNeedDate ShipmentType: Pick Up Status: Submitted WorkOrderId: {!Get\_Work\_Order.Id} 18. To create the required product request line items based on the flow inputs, add a Create Records elements to the flow. 1. For Label, enter Create PRLI. 2. For How to Set Record Field Values, select **Manually**. 3. For Object, select **Product Request Line Item**. 4. Add these fields and field values. ParentId: {!Create\_Product\_Request} Product2Id: {!Get\_product.Id} QuantityRequested: inputQuantity QuantityUnitOfMeasure: Each WorkOrderId: {!Get\_Work\_Order.Id} 19. To retrieve the created product request to pass as output of the flow in the Return the Info assignment, add a Get Records elements to the flow. 1. For Label, enter Get New Product Request. 2. For Data Source, select **Salesforce Object** 3. For Object, select **Product Request**. 4. Fill in the condition requirements. Field: Id (Product Request ID) Operator: Equals Value: {!Create\_Product\_Request} 20. To retrieve the created product request line items to pass as output of the flow in the Return the Info assignment, add a Get Records elements to the flow. 1. For Label, enter Get New PRLI. 2. For Data Source, select **Salesforce Object** 3. For Object, select **Product Request Line Item**. 4. Fill in the condition requirements. Field: Id (Product Request Line Item ID) Operator: Equals Value: {!Create\_PRLI} 21. From the Toolbox, click **New Resource**. 1. For Resource Type, select **Formula**. 2. For API Name, enter formulaOutput. 3. For Data Type, select **Text**. 4. For Formula, enter: `'Product Request# ' + {!Get_New_Product_Request.ProductRequestNumber} + ' was created for product: ' + {!Get_Product.Name} + '. ' + text({!Get_New_PRLI.QuantityRequested}) + ' were requested and expected by ' + text({!Get_New_Product_Request.NeedByDate})` 5. To validate the formula, click **Check Syntax**. 22. Add an Assignment element to the flow. 1. For Label, enter Return the Info. 2. Enter these conditions. Field: outputInfo Operator: Equals Value: formulaOutput 23. To ensure that the input text date is a valid date, add a Decision element at the top of the flow. 1. For Label, enter Is the date format valid? 2. The top outcome is what happens if the date is valid. For Label, enter Yes. 3. Enter these conditions. Resource: formulaValidDate Operator: Equals Value: True 4. For Default Outcome, change the label to No. 24. In the Yes branch, add an Assignment element. 1. For Label, enter Valid Date. 2. Enter these conditions. Variable: inputNeedDate Operator: Equals Value: formulaConvertDate 25. In the No branch, add an Assignment element. If the date isn’t valid, the flow returns an error message. 1. For Label, enter Invalid Date. 2. Enter these conditions. Variable: outputInfo Operator: Equals Value: formulaBadDateOutput 3. Click the Assignment element and select **Connect to element**. 4. Select the End element. 26. Save the flow. 1. For Label, enter Create Product Request. 2. For Description, enter Flow that generates a Product Request and a Product Request Line Item based on the needed date, product name, quantity, and work order number. 27. Click **Activate**. If you’ve used the suggested labels, the flow looks like this. ![Example flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_einstein_example_flow.png) ## Step 2: Create an Agent Action Set up an agent action that triggers the Create Product Request flow that you created. 1. From Setup, in the Quick Find box, enter Agent Studio, and then select **Agent Actions**. 2. Click **New Agent Action**. 3. For Reference Action Type, select **Flow**. 4. For Reference Action, select **Create Product Request**. 5. For Agent Action Label, enter Order Product. 6. For API Name, enter OrderProduct. 7. Click **Next**. 8. For Agent Action Instructions, enter: `This action is triggered by phrases like “order product” or “order product request” or “product request”. The user will be providing the work order number, the product description, the quantity required, and the needed date.` ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Instructions help your agent understand when to use a given action. The more specific the instructions are, the better the action performs and the more reliable results you receive. 9. The action pulls the inputs from the flow that you specified. All you have to do is add the details. 1. For inputNeedDateText, select **Collect data from user** and enter these instructions. `This is the date that the product is needed by. Its format is YYYY-MM-DD. If only the month name is provided, convert this to the last day of that month. If no date is provided by the user, use the current date plus 7 days. Convert Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday into actual dates, with YYYY-MM-DD as the format.` 2. For inputProductName, select **Collect data from user** and **Require Input**. Then, enter these instructions. `This is the product name. It might be referred to as the product, the part, the item. It might be several words, for example, Small Battery.` 3. For inputQuantity, select **Collect data from user** and enter these instructions. `This is the quantity required. It’s an integer. If no value is provided, then use 1 for the value.` 4. For inputWorkOrderNumber, select **Collect data from user** and **Require Input**. Then, enter these instructions. `This is the work order number. It might be referred to as the WO or the WO num or the WO number. It will be in the form of an integer and it may have leading zeroes. Important: Prepend the number with the necessary zeros to achieve the length of 8 digits.` 10. Add the output details. 1. For outputInfo, select **Show in Conversation** and enter these instructions. `This is a text field returned from the flow. It’s a simple text string. Use a casual tone in the response. If the word error is present, then display this field in bold. Otherwise precede the text with a thumbs up emoji. If a date is present, present it in MM DD format.` 11. Click **Finish**. ## Step 3: Create a Subagent 1. From Setup, in the Quick Find box, enter Agent Studio, and then select **Agents**. 2. Click the name of your agent. 3. Click **Open in Builder**. 4. Click the arrow and select **New Subagent**. 5. Fill in the information for the subagent and click **Next**. 6. Select the Agent Action that you created and click **Finish**. ## Step 4: Verify on Desktop 1. From the App Launcher, find and select **Field Service**. 2. Click the Agentforce icon in the top right corner. 3. Ask Agentforce to order a product for you. Make sure you provide the number of the work order, the product order, and the due date. The response indicates that the action was executed and the product request was created for you. ![Product order on desktop](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_einstein_desktop_po.png) 4. Search for the product request number to verify that everything went smoothly in the system. ![Product Order in the Salesforce](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_einstein_po.png) 5. Test out the errors by entering an invalid date such as 2025-dfgs-24 and see whether the flow generates an error message. ## Step 5: Verify on the Field Service Mobile App 1. Make sure that you’re defined as a mobile worker in the Salesforce org and have access to the Field Service mobile app. See [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users."). 2. Open the Field Service mobile app. 3. Tap **Actions**. 4. Ask Agentforce to order a product for you. Make sure you provide the number of the work order, the product order, and the due date. Agentforce creates the product request for you with the required details. ![Product order request on mobile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_einstein_mobile_po.png) <!-- document id=64a02f1b1b577d888d9ef89334e15ed80cd4ecc435447b31781532c40a50dd5b url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_example.md --> # Example: End-To-End Hardware Asset Lifecycle Review a scenario that demonstrates the complete lifecycle of a hardware asset from request to reclamation and eventual disposal. For example, an employee requesting a laptop renewal, the IT team fulfilling the request, the return of the old device, and its secure retirement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Personas Involved - Employee (Requester): Emma Jones - IT Fulfiller: Sean - Inventory Manager: Ian ## Request a Device Emma Jones, an existing employee, needs a new laptop because her current device is due for renewal. She goes to the Employee Portal or uses the Agentforce Slack integration to submit a hardware request for a new MacBook Pro. The system captures her requirements, including the business justification and shipping details, and automatically generates a service request record. ## Fulfill the Request Sean, the IT fulfiller, logs in to the IT Asset Management console to review the open service request. He checks available inventory across different locations and sources the MacBook Pro from the Chicago stockroom because it has adequate stock and offers the shortest delivery distance. The system automatically creates a fulfillment order and a corresponding fulfillment order line item and routes them to the Chicago stockroom. ## Assign the Device Ian, the inventory manager in Chicago, opens the fulfillment order and pulls a MacBook Pro off the shelf. He scans or finds the asset's serial number and links it to the fulfillment order line item. The asset's status automatically updates to Reserved. After Ian ships the device and marks the order as sent, the asset's status updates to In Transit. Emma receives the new MacBook Pro at her shipping address. The fulfillment order is marked as Received, which automatically updates the asset's status to In Use or Assigned. This action officially logs Emma as the owner of the device. The system securely records all these changes in the Asset Timeline to maintain a strict chain of custody and audit trail. ## Reclaim the Old Device Because Emma received a renewal device, she must return her old company-issued hardware. She initiates a device return request through the Employee Portal, selects her previously assigned MacBook Pro, and submits the form. The system creates a service request for the return. Sean reviews the request, decides to route the laptop to the San Francisco stockroom, and creates a return order for that location. The old MacBook Pro's status automatically changes from Assigned to Pending Reclaim. Emma drops off or ships the old device. When the San Francisco inventory manager receives the shipment, they mark the return order as Received. The asset status updates to Reclaimed and the asset is put on hold. The system automatically adjusts the overall quantity of available and reclaimed inventory at the San Francisco stockroom. The IT team can then decide whether to refresh the asset, reuse it, or add it to a disposal order if it has reached its end of life. ## Dispose the Device Aaron, the IT Asset Manager, reviews the reclaimed MacBook Pro's 360-degree view. Noting its expired warranty and depreciated book value, he determines it has reached the end of its life and updates its status to Retired. Thanks to native bidirectional synchronization, the corresponding Configuration Item (CI) in the CMDB is automatically updated to Retired as well. To securely process the retirement, Aaron adds the MacBook Pro to a Disposal Order for an e-waste vendor, which automatically updates the asset's status from **Retired** to **Pending Disposal**. After he ships the device to the vendor and marks it as shipped, the asset's status updates again to **Pending Certificate of Disposal**. When the vendor confirms the destruction, Aaron creates a Certificate of Disposal record in the system, uploads the vendor's PDF certificate, and selects the MacBook Pro. He marks the certificate as **Verified and Final**. This automatically updates the asset's final status to **Disposed** and closes the Disposal Order—ensuring a secure, fully auditable end-to-end chain of custody for compliance. <!-- document id=8e74be93648bd145785e82b41116a118a5b12ebeaca7c83cc8bdf245cd3db6c5 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_resource_absence.md --> # Example: Handle Service Resource Absences in the Legacy Agentforce Builder Let mobile workers communicate with Agentforce in Slack or from the Field Service mobile app to update that they’ll be absent. Agentforce then adds a resource absence to the Gantt, and assigns their appointments to other mobile workers. For appointments that can’t be reassigned, Agentforce reaches out to the customers to rebook the appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it. - **[Prerequisites for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_prereq.htm&release=264.0.0&type=5)** Before you begin, make sure to complete the prerequisites. - **[Assign the Permissions for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_perms.htm&release=264.0.0&type=5)** Give your mobile workers the required permissions. - **[Set Up the Agent for Handling Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_setup.htm&release=264.0.0&type=5)** Now that you’ve completed the prerequisites and assigned permissions, you can start setting up the assets for your agent. - **[Test and Troubleshoot the Agent for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_test.htm&release=264.0.0&type=5)** Now that your agent is ready to go, make sure that it’s working as expected. <!-- document id=7264cdbd456dcffe176638c4e146c834f04b42b50cf3653ebb8b80834063ad63 url=/admin/current/en-us/service/264-0-0/macros_examples.md --> # Examples of Macros in Salesforce Classic These examples show how you can create different types of macros based on your business needs. Using a macro saves support reps time because it automates repetitive and routine actions, freeing them to focus on helping customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62655e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">To view macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">Read on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">To create and edit macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">Create and Edit on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">To create an irreversible macro:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62655e62 ">Manage Macros Users Can’t Undo</td> </tr> </tbody> </table> ## Add and Replace Field Values in a Case Suppose that your support reps often add the same field values to a record, or that they often replace a field value. You can create a macro that automatically adds content to a field or that replaces the values in a field. These steps illustrate some ways that you can use Add, Replace, and Insert instructions in a macro. The Email Publisher must be enabled in your Salesforce org. 1. Create a macro. 2. Add the instructions to tell the macro what email field value to replace. This example shows how to replace the Subject field in an email. 1. In the Macro Instructions section, click **+Add Instruction**. 2. The first instruction tells the macros which object to act upon. Here, select **Select Active Case Tab**. In Lightning Experience, the first instruction is auto-populated based on the Apply To field. 3. The next instruction tells the macro which action in the Case Feed Publisher to interact with. Here, select **Select Email Action**. 4. Now, tell the macro what to do in the Email Action. Select **Replace Subject**. In the text field, specify the subject line. Selecting a Replace instruction clears the existing value in the field, and replaces it with the value specified in the macro. For example, enter Update on Your Order. Suppose that the subject line was Haven’t Received My Order. The macro clears the old subject line and replaces it with Update on Your Order. 3. Add the instructions to tell the macro to replace an email field with a blank value. In this example, we clear the BCC field. 1. Select **Replace BCC Addresses**. Leave the text field empty. Selecting a Replace instruction and leaving the text field empty clears the values in the field, so you end up with a blank field. 4. Add the instructions to tell the macro to insert values into a field. In this example, we add two email addresses to the CC field. 1. Select **Add CC Addresses**. In the text field, specify the email addresses. You can specify multiple email addresses by separating them with a comma. For example, enter shipping@example.com, invoices@example.com. Suppose that the CC field already contains support@example.com. This macro appends the shipping@example.com and invoices@example.com after support@example.com. 5. Select **Submit Action**. This instruction tells the macro to execute the email action. 6. Save the macro. ## Insert Quick Text in a Social Post Suppose that support reps often respond to customer questions on social networks, such as Twitter or Facebook. You can use a macro to automatically insert a reply into the post using Quick Text or text. This type of macro enables support reps to quickly respond to customers without interrupting their workflow. These steps illustrate one way that you can use Insert instructions in a macro. The Email Publisher, Quick Text, and Social Customer Service must be enabled in your organization. 1. Create a macro. 2. Add the instructions to tell the macro what to do. This example shows how to insert Quick Text into a social post. 1. In the Macro Instructions section, click **+Add Instruction**. 2. The first instruction tells the macros which object to act upon. Here, select **Select Active Case Tab**. 3. The next instruction tells the macro which action in the Case Feed publisher to interact with. Here, select **Select Social Action**. 4. Now, tell the macro what to do in the social action. Select **Insert into Body**. You can insert either **Quick Text** or **Text**. Selecting an Insert instruction appends the Quick Text or Text specified in the macro to the end of the text already in the field. In social publisher actions, the Insert instruction is useful because you can retain the @mention and add text after it. 5. Specify which Quick Text you want to macro to use, or enter the text that you want it to use. 3. Select **Submit Action**. This instruction tells the macro to execute the social action. 4. Save the macro. ## Attach a Salesforce Knowledge Article to an Email in Case Feed Perhaps your support reps often send customers the same article in Salesforce Knowledge. This example explains how to create a macro that automatically selects a specific article and inserts it into an email in Case Feed. This macro lets support reps answer a common customer question by clicking one button, instead of spending time searching for the article and copying it into the email. Salesforce Knowledge One and the Salesforce Knowledge One component must be enabled, and the component must be added as a component to the Service Console. 1. Create a macro. 2. Add the instructions to tell the macro to search for a specific article. 1. In the Macro Instructions section, click **+Add Instruction**. 2. The first instruction tells the macros which case to act upon. Here, select **Select Active Case Tab**. 3. The next instruction tells the macro which part of the console to act upon. Here, select **Select Knowledge Sidebar Component**. 4. Now, let’s tell the macro what do in the Knowledge Sidebar. Select **Select Articles Search**. 5. This step defines the keyword that the Knowledge search uses to find the right article. Select **Set Keywords**. In the text field, you can specify either the article number or a keyword. - Article number: The article number retrieves an article by its number, which is useful when you want to select a specific article. The syntax is articlenumber:123456789. The syntax is case-sensitive and must be written in lower case. - Keywords: You also can search by keywords. Salesforce looks for these keywords in the title and body of the articles in the knowledge base. For example, enter “Reset Your Password.” 6. Select **Run Search**. This instruction tells the macro to perform the search when someone runs this macro. 3. Add the instructions to tell the macro to insert the article into the email that is being edited in Case Feed. 1. Click **Select Most Relevant Article**. This instruction tells the macro to use the article that came up first in the search results. 2. Select **Insert into Email as HTML**. This instruction inserts the entire article, including text and images, into the email at the cursor position. 4. Save the macro. <!-- document id=7de4b3befe9aa55f50f18f9288004248daec282e344cd0109f650feb5b0a72ea url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_sync_exceptions.md --> # Exception and Error Handling in Asset and Configuration Item Synchronization Understanding synchronization errors helps keep hardware asset management and configuration management database data accurate. The non-blocking error framework makes sure that a single record failure doesn't halt an entire synchronization job. The system captures issues in actionable logs so that admins can quickly review and resolve discrepancies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Key Exception Categories The synchronization engine monitors specific categories of exceptions to prevent incorrect links and data corruption between configuration items (CIs) and assets. **Linking and Matching Exceptions** - **Multiple Asset Matches**: If a discovered CI matches more than one asset record based on active matching rules, the system skips the linking process. This restriction prevents incorrect associations. The engine flags the CI for review and generates an automated log entry. - **Missing Mandatory Fields**: If a CI matches exactly one asset but lacks fields required for asset creation, the system still generates the asset record. The framework marks the record as incomplete and flags it for administrative review. **Mapping and Value Exceptions** - **Unmapped Field Values**: If a CI field changes to a value that lacks a corresponding mapped asset value, the system skips the update for that specific field. This safety feature prevents data corruption from invalid or unknown data. - **Missing Mapping Configurations**: If an asset or CI field changes but no valid mapping configuration exists for that attribute, the system skips the update and logs a warning. **System and Operational Exceptions** - **System and API Errors**: These occurrences include failures due to technical issues, such as configuration management database API timeouts or platform connectivity problems. - **Out-of-Order Events**: If data events arrive out of sequence, the system uses timestamps to identify and discard stale updates. The engine deletes stale data instead of placing those updates in a retry queue. ## Protective System Behaviors When the system detects an exception, it runs specific workflows to protect platform stability and minimize administrative notification overhead. **Batched Notifications** To reduce alert volume during mass failures, the engine doesn't send individual real-time alerts for every failed record. Instead, the system aggregates notifications into summaries, such as "Sync job failed with 5,000 errors." **Log Deduplication** To keep error counts clear, the system doesn't create duplicate logs for the same repeated error on a single asset. Instead, the framework updates the **Log Timestamp** on the existing log record. **Non-Blocking Operations** The synchronization process relies on partial batch processing. Errors encountered on a specific CI or asset don't stop the overall sync job from processing the remaining valid records in the batch. ## Exception Data Model All exceptions populate records within the **Configuration Item Synchronization Log**. This structured audit trail tracks these parameters: - **Log Title and Log Description**: High-level summaries and detailed debugging context. - **Status**: Categorized states including Success, Warning, Error, or Action Required. - **Identifiers**: Direct lookups to the **Related Object**, **Configuration Item Id**, and the specific **Configuration Item Change Event** that triggered the processing failure. <!-- document id=603a0f882a5ba36fe5cd4255d7515c1336d13c0ac0e5e010ff7583d551978ea5 url=/admin/current/en-us/service/264-0-0/mfs_resource_tracking_exclude.md --> # Exclude Specific Mobile Workers From Location Tracking Individual mobile users can turn off location tracking for the Field Service mobile app from their phone’s operating system settings. To exclude specific mobile workers from tracking, such as when not all members of your workforce are legally protected against geolocation tracking, take these steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d178354e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178354e75 ">To configure resource tracking:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178354e75 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178354e75 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178354e75 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Create a permission set for users that you want to exclude from geolocation tracking. 3. Give the permission set a label and under License, select **Field Service Mobile**. 4. Save the permission set. 5. From the settings of your new permission set, click **System Permissions**. 6. Click **Edit** and select **Exclude Technician from Geolocation Tracking**. 7. Save your changes. 8. Click **Manage Assignments**, and then click **Add Assignment**. 9. Select the users that you want to exclude from geolocation tracking, and then click **Assign**. <!-- document id=32193d8ca5c9ec22cdca21e443ab0cf4818cc01850cc0e2f689ede8e07b13a07 url=/admin/current/en-us/service/264-0-0/service_execute_data_transform_slk.md --> # Execute a Data Transform for Self Learning Knowledge Manually run a batch data transform after setting up Customer Signals Intelligence so Self Learning Knowledge always has the most up-to-date analytical insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d2287e38">User permission sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User permission sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2287e38 ">To create batch data transforms:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2287e38 "> <p style="margin-bottom:0;">Data Cloud Architect</p> </td> </tr> </tbody> </table> Data transforms process the underlying data that Self Learning Knowledge uses to generate recommendations. Without a data transform that runs on a regular schedule, your recommendations become stale. 1. In Data Cloud, on the Data Transforms tab, click the **Actions** button next to the data transform you created when setting up Customer Signals Intelligence (Clustering Data Transform). Select **Run**. Running the data transform immediately after setup helps Self Learning Knowledge begin processing data before the first scheduled run occurs. 2. In Data Transforms, from **Recently Viewed**, click the **Actions** button next to the data transform name, and select **Schedule**. 3. Under **Run Mode**, click **Scheduled**. 4. Select the frequency and time interval. For Self Learning Knowledge, we suggest a monthly frequency so recommendations always reflect current data. If you schedule a transform to run at an interval of days, the schedule is based on the first day of the month. Schedule a transform to run at an hourly interval, and the schedule begins at the start time and runs until the end of the day. The latest you can select a time interval for is one year ago from the current date. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note Overlapping scheduled transforms results in the second transform getting canceled. 5. Select the start time and time zone, and then save the schedule. <!-- document id=3b78591f36cf19f209f5177cc098fddda16a5d440ca1a742b5802abd2163d6b6 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_programs_exercise_types_reference.md --> # Exercise Types in Employee Enablement Program The Program Builder palette includes several types of exercises that determine the content you provide and how employees experience the content when they take the program. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The exercise component you select determines these behaviors. - The icon and content type label that employees see when taking the program - The content source and type that you must use when creating or adding content <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d74736e73">Exercise Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d74736e76">Icon Employees See</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d74736e79">Content Source</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d74736e82">Supported Content Type</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Action Item</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div id="es_employee_enablement_programs_exercise_types_reference__fig_d1q_vkl_sdc"><a name="es_employee_enablement_programs_exercise_types_reference__fig_d1q_vkl_sdc"><!-- --></a> <a name="es_employee_enablement_programs_exercise_types_reference__image_e1q_vkl_sdc"><!-- --></a><img id="es_employee_enablement_programs_exercise_types_reference__image_e1q_vkl_sdc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_action_item.png" alt="Action Item icon"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">No content included</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">No content type required </td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Audio recording</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_audio.png" alt="Headphone icon, which represents an audio recording"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Link</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Document</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_doc.png" alt="Page icon, which represents a document"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Link</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Survey</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_survey.png" alt="Survey icon, which represents a survey"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Surveys</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Survey</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Lesson</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_lesson.png" alt="Graduation hat icon, which represents a lesson"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Rich text</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Scheduled event</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_sched_event.png" alt="Calendar icon, which represents a scheduled event"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Link</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Video</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_vid.png" alt="Video camera icon, which represents a video"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Video</td> </tr> <tr class=""> <td data-label="Exercise Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e73 ">Other</td> <td data-label="Icon Employees See" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d74736e76 "> <div> <img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_enablement_icon_ex_other.png" alt="Chain link icon, which can represent any content link"> </div> </td> <td data-label="Content Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e79 ">Enablement workspace in Digital Experiences</td> <td data-label="Supported Content Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d74736e82 ">Link</td> </tr> </tbody> </table> <!-- document id=51ba2e9ab83bf2a18beec2f200fdf9cae090e4f9e2fce80de081a45fd28f4ba9 url=/admin/current/en-us/service/264-0-0/fs_expense_fields.md --> # Expense Fields for Field Service Expenses let your service resources track costs and associate them to work orders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> | Field Name | Description | | --- | --- | | Account ID | The ID of the account associated with the work order. | | Amount | The amount of the expense. | | Created By | (Read Only) User who created the expense. | | Created Date | (Read Only) Date the expense was created. | | Expense End Date | If the expense was incurred over multiple days, the Expense End Date is the last day that the expense covers. | | Expense Number | An autogenerated number that uniquely identifies the expense. | | Expense Start Date | If the expense was incurred over multiple days, the Expense Start Date is the first day that the expense covers. | | Expense Type | The type of expense. The default choices are Billable and Non-billable. | | Last Modified By | (Read Only) User who last modified the expense. | | Last Modified Date | (Read Only) Date the expense was last modified. | | Owner Name | Expense owner. | | Transaction Date | The day that the expense was incurred, or the payment date for the expense. | | Work Order ID | The associated work order. | <!-- document id=54ce6f799a80af311ee13ff3097b081001a7e88ba89097b5550d8b060dc179df url=/admin/current/en-us/service/264-0-0/macros_supported_community_publisher_actions.md --> # Experience Cloud Publisher Actions Supported in Macros These actions are available when you click **Select Community Action** in the macro instructions. Community actions let you update and post to Salesforce Communities. You can create and run macros to perform these actions on the Community Publisher in the Salesforce Console for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use these actions, you must have the Community Publisher enabled in your Salesforce org and added as a console component to the case page layout. Bulk macros are not supported on Community Publisher actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Community Publisher Actions Supported in Macros"> <caption>Community Publisher Actions Supported in Macros</caption> <colgroup> <col style="width:16.666666666666664%"> <col style="width:66.66666666666666%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90958e74">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90958e77">Description</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d90958e80">Supported in Bulk Macros?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e74 ">Replace Body</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e77 ">Clears the contents of the post and replaces it with the specified text.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d90958e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e74 ">Insert into Body</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e77 ">Adds a QuickText or Text into the Community post, but does not delete any existing text already there. The QuickText or Text is inserted at the cursor position.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d90958e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e74 ">Submit Action</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90958e77 "> <p>Tells the macro to perform these instructions when someone runs this macro. </p> <p style="margin-bottom:0;">A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions.</p> </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d90958e80 ">No</td> </tr> </tbody> </table> <!-- document id=56db0c658680c14b0b20f5ff74710b9fbc01550e29918b85dd6726c5e55cd92c url=/admin/current/en-us/service/264-0-0/embedded_chat_community_static_examples.md --> # Experience Site Static Resource Files Create JavaScript files to upload as a static resource and apply to Embedded Chat for your Experience Cloud site. Here’s a code example for chat invitations to get you started. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions for Chat</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&language=en_US" target="_blank">View supported editions for Channel Menu</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39492e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39492e69 ">To create and edit static resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39492e69 ">Customize Application AND Author Apex</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Here is sample JavaScript code to upload as a static resource and invite your customers to chat on your site pages (not available for external web pages). To create the file: 1. Specify `_invitationResource` on the Global window object `window._invitationResource = (function() {})();` ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip The contents of the file are loaded on to window object. Make your CSS classes and HTML ids as specific as possible. 2. Set invitation HTML to `embedded_svc.config.invitation.htmlMarkup` 3. Set invitation CSS to `embedded_svc.config.invitation.styles` 4. Set invitation JS to `embedded_svc.config.invitation.invitationAPIs` ``` window._invitationResource = (function() { console.log("Chat invitation file loaded"); embedded_svc.config.invitation.htmlMarkup = ''; // Insert invitation's custom HTML markup embedded_svc.config.invitation.styles = ''; // Insert invitation's CSS styles (be specific!) embedded_svc.config.invitation.invitationAPIs = ''; // Utilize these existing methods to accept/reject invites: // - embedded_svc.inviteAPI.inviteButton.acceptInvite() // - embedded_svc.inviteAPI.inviteButton.rejectInvite(); })(); ``` Here is the full code sample for a standard chat invitation. Add your image URL link for the `embeddedServiceAvatar`. ``` window._invitationResource = (function() { console.log("Invitation loaded"); embedded_svc.config.invitation.htmlMarkup = '<div class="embeddedServiceInvitation" id="snapins_invite" inert="true" aria-live="assertive" role="dialog" aria-atomic="true">'+ '<div class="embeddedServiceInvitationHeader" aria-labelledby="snapins_titletext" aria-describedby="snapins_bodytext">'+ '<img id="embeddedServiceAvatar" src="https://yourimagehere.png"></img>'+ '<span class="embeddedServiceTitleText" id="snapins_titletext">Need help?</span>'+ '<button type="button" id="closeInvite" class="embeddedServiceCloseIcon" aria-label="Exit invitation">×</button>'+ '</div>'+ '<div class="embeddedServiceInvitationBody">'+ '<p id="snapins_bodytext">How can we help you?</p>'+ '</div>'+ '<div class="embeddedServiceInvitationFooter" aria-describedby="snapins_bodytext">'+ '<button type="button" class="embeddedServiceActionButton" id="rejectInvite">Close</button>'+ '<button type="button" class="embeddedServiceActionButton" id="acceptInvite">Start Chat</button>'+ '</div>'+ '</div>'; embedded_svc.config.invitation.styles = '#snapins_invite { background-color: #FFFFFF; font-family: "Arial", sans-serif; overflow: visible; border-radius: 8px;}'+ '.embeddedServiceInvitation { background-color: transparent; max-width: 290px; max-height: 210px; -webkit-box-shadow: 0 7px 12px rgba(0,0,0,0.28); -moz-box-shadow: 0 7px 12px rgba(0,0,0,0.28); box-shadow: 0 7px 12px rgba(0,0,0,0.28); }'+ '@media only screen and (min-width: 48em) { /*mobile*/ .embeddedServiceInvitation { max-width: 332px; max-height: 210px; } }'+ '.embeddedServiceInvitation > .embeddedServiceInvitationHeader { width: inherit; line-height: 32px; padding: 10px; color: #FFFFFF; background-color: #222222; overflow: initial; display: flex; justify-content: space-between; align-items: stretch; border-top-left-radius: 8px; border-top-right-radius: 8px; }'+ '.embeddedServiceInvitationHeader #embeddedServiceAvatar { width: 32px; height: 32px; border-radius: 50%; }'+ '.embeddedServiceInvitationHeader .embeddedServiceTitleText { font-size: 18px; color: #FFFFFF; overflow: hidden; word-wrap: normal; white-space: nowrap; text-overflow: ellipsis; align-self: stretch; flex-grow: 1; max-width: 100%; margin: 0 12px; }'+ '.embeddedServiceInvitationHeader .embeddedServiceCloseIcon { border: none; border-radius: 3px; cursor: pointer; position: relative; bottom: 3%; background-color: transparent; width: 32px; height: 32px; font-size: 23px; color: #FFFFFF; }'+ '.embeddedServiceInvitationHeader .embeddedServiceCloseIcon:focus { outline: none; }'+ '.embeddedServiceInvitationHeader .embeddedServiceCloseIcon:focus::before { content: " "; position: absolute; top: 11%; left: 7%; width: 85%; height: 85%; background-color: rgba(255, 255, 255, 0.2); border-radius: 4px; pointer-events: none; }'+ '.embeddedServiceInvitationHeader .embeddedServiceCloseIcon:active, .embeddedServiceCloseIcon:hover { background-color: #FFFFFF; color: rgba(0,0,0,0.7); opacity: 0.7; }'+ '.embeddedServiceInvitation > .embeddedServiceInvitationBody { background-color: #FFFFFF; max-height: 110px; min-width: 260px; margin: 0 8px; font-size: 14px; line-height: 20px; overflow: auto; }'+ '.embeddedServiceInvitationBody p { color: #333333; padding: 8px; margin: 12px 0; }'+ '.embeddedServiceInvitation > .embeddedServiceInvitationFooter { width: inherit; color: #FFFFFF; text-align: right; background-color: #FFFFFF; padding: 10px; border-bottom-left-radius: 8px; border-bottom-right-radius: 8px; }'+ '.embeddedServiceInvitationFooter > .embeddedServiceActionButton { font-size: 14px; max-height: 40px; border: none; border-radius: 4px; padding: 10px; margin: 4px; text-align: center; text-decoration: none; display: inline-block; cursor: pointer; }'+ '.embeddedServiceInvitationFooter > #acceptInvite { background-color: #005290; color: #FFFFFF; }'+ '.embeddedServiceInvitationFooter > #rejectInvite { background-color: #FFFFFF; color: #005290; }'; embedded_svc.config.invitation.invitationAPIs = '(function() {'+ 'document.getElementById("closeInvite").addEventListener("click", function() { embedded_svc.inviteAPI.inviteButton.rejectInvite(); });'+ 'document.getElementById("rejectInvite").addEventListener("click", function() { embedded_svc.inviteAPI.inviteButton.rejectInvite(); });'+ 'document.getElementById("acceptInvite").addEventListener("click", function() { embedded_svc.inviteAPI.inviteButton.acceptInvite(); });'+ 'document.addEventListener("keyup", function(event) { if (event.keyCode == 27) { embedded_svc.inviteAPI.inviteButton.rejectInvite(); }})'+ '})();'; })(); ``` When your file is complete, return to [Embedded Static Resources](https://help.salesforce.com/articleView?id=embedded_static_resources.htm&language=en_US) for static resource upload instructions. <!-- document id=aa00827a9e89c168379502a29a08d6aef2db57768dcdb2d567169b4f9d11e62d url=/admin/current/en-us/service/264-0-0/bots_service_template_directory.md --> # Explore Einstein Bot System Templates Learn about bot templates designed for specific clouds and use cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Commerce Concierge Template Transform your store experience by connecting it to a Commerce Concierge Bot. With the bot’s included dialogs, your customers can authenticate, access multiple accounts, reorder items, and use Einstein generative AI features, such as product discovery and product discovery feedback, without leaving your storefront. - [Buyer Assistant Sales Template](https://help.salesforce.com/s/articleView?id=sales.sales_einstein_bots.htm&type=5&language=en_US) Generate leads, deliver personalized conversations, and close deals faster with Buyer Assistant. Buyer Assistant bots transform the web-to-lead experience and help your sales team sell more. A buyer assistant includes CRM-powered dialogs and automation flows that help it to connect with customers. It can pitch your product’s value after business hours, notify relevant team members when a customer is chatting, intelligently route leads to your sales team, and schedule customer meetings for your sales team. After creating a Buyer Assistant bot, you can personalize the conversation experience and adjust the built-in flows to meet your business needs. Get your buyer assistant up and running quickly using the guided onboarding experience. - [Sales Prospecting Bot Tempate](https://help.salesforce.com/s/articleView?id=sales.hvs_setup_sales_prospecting_bot.htm&type=5&language=en_US) The Sales Prospecting Bot template comes prebuilt with conversational text and Salesforce flows that capture prospects, connect prospects with sales reps, and add prospects to cadences automatically. You can choose dialogs for common sales use cases such as answering frequently asked questions and directing website visitors to appropriate resources. The bot template comes with preloaded intent data, which lets it process customer input right away. <!-- document id=689931759d145e1d25b989dc3dd84001e5c88344a2fddbbfd27c79e7d6775610 url=/admin/current/en-us/service/264-0-0/support_legacy.md --> # Explore Legacy Service Features Locate documentation for earlier versions of Agentforce Service (formerly Service Cloud) features that we've upgraded. To view documentation for newer features, see [Agentforce Service Documentation](https://help.salesforce.com/s/articleView?id=service.service_cloud.htm&type=5&language=en_US). - **[Supported Editions for Legacy Service Features](https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&release=264.0.0&type=5)** Learn about the editions and user interfaces that support earlier versions of Agentforce Service (formerly Service Cloud) features. - **[Chat with Customers on Your Website](https://help.salesforce.com/s/articleView?id=service.live_agent_intro.htm&release=264.0.0&type=5)** Give your customers real-time support with web chat. Add chat buttons to your web pages and send automatic chat invitations to people browsing your website. - **[Phone from a Call Center with Open CTI](https://help.salesforce.com/s/articleView?id=service.cti_channel.htm&release=264.0.0&type=5)** Help customers over the phone. Use Open CTI to connect your phone system to Salesforce. Then use the Call Center to set it up. - **[Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5)** Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep. - **[Encourage Idea Creation and Sharing in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.ideas_salesforce_communities.htm&release=264.0.0&type=5)** Add your Ideas users to Experience Cloud sites to take advantage of new ways to collaborate. - **[Use Zones to Organize Idea Communities](https://help.salesforce.com/s/articleView?id=service.ideas_communities.htm&release=264.0.0&type=5)** Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. - **[Track Solutions to Service Issues](https://help.salesforce.com/s/articleView?id=service.sol_def.htm&release=264.0.0&type=5)** A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal. <!-- document id=70480ddeabec1a0e8e6a2fc6fdc531a7595772d6c69d14fae65781e055754e1c url=/admin/current/en-us/service/264-0-0/pfs_optimization_hub_parent_page.md --> # Explore Metrics in Field Service Optimization Hub Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Hub is available only when you’re using Enhanced Scheduling and Optimization. When it’s enabled, a rich set of metrics for evaluating the optimization process is added automatically. Watch the video to see how to use the Optimization Hub dashboard to gain insights into how scheduling optimization improves your business metrics. Optimization Hub is a centralized dashboard where operation managers and business analysts can view and track all optimization information related to an optimization request. It gives you visibility into how scheduling optimization affects your business. Optimization Hub updates the scheduling results after every optimization run and gives you a comprehensive comparison of different metrics before and after optimization and across multiple territories. It shows you what improvements optimization has made, and it provides guidance on how to get more out of your optimization settings. By adjusting your scheduling policy and prioritizing your business objectives, you can get even better scheduling results compared to your last optimization run. Optimization Hub considers only the service appointments that have territories. Service appointments without a territory don’t affect metrics and key performance indicators. Optimization Hub includes information relevant to scheduling, service resources, and the scheduling policy. For example, it tracks the improvement of travel time, service resource utilization, and response time. ![Optimization Hub](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_optimization_hub.png) - **[Limitations for Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_limitations.htm&release=264.0.0&type=5)** All Enhanced Scheduling and Optimization limitations apply to Optimization Hub. - **[Set Up Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_configure.htm&release=264.0.0&type=5)** Assign user permissions and add the Optimization Hub Lightning web component to the optimization request record page. - **[Access Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_view.htm&release=264.0.0&type=5)** View Optimization Hub to get a snapshot of different metrics before and after optimization and across multiple territories. <!-- document id=1789b0b7a692c9090c8edea3d8e047eabff138994a8abe2810b5783ae26b84d6 url=/admin/current/en-us/service/264-0-0/service_intelligence_tableau.md --> # Explore Service Intelligence Data in Tableau The Service Intelligence dashboards contain rich data. But if you want a deeper dive into your data or to create your own visualizations, you can do so in Tableau. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Unlock Hidden Insights with Tableau With Service Intelligence and Tableau, you can: - Connect Tableau to Service Intelligence data model objects using the built-in **Explore in Tableau** option in your dashboards. - Analyze your data in near real-time with a live connection to Data 360. - Publish new analyses to Tableau Cloud to share with your colleagues. ## Data 360 Requirements and Considerations To use Tableau with Service Intelligence data, the following Data 360 requirements must be met: - You must have read permissions for the dataspace definition (Located in Object settings **\>** DataSpaceDefinition): ``` entityPermission.DataSpaceDefinition.Read ``` - You must have access to Data 360 (Located in Permission Set **\>** System Permissions): ``` Allows user access Data 360 ``` ## Tableau Requirements and Considerations To use Tableau with Service Intelligence data, the following Tableau requirements must be met: - The Tableau user must have at least an Explorer license. If the user wants to publish to other Tableau users, they must also have an Explorer (can publish) site role. - To access the DMO, Tableau verifies that you have permissions to view the data. - The query must exclusively reference objects that come from the DMO. ## View Service Intelligence Data in Tableau To view Service Intelligence Data in Tableau, click **Explore in Tableau** from the dashboard component you want to explore in Tableau. ![Shows the Explore in Tableau button on a dashboard.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_tableau_view.png) When you click **Explore in Tableau**, you sign into the Tableau Cloud site and authenticate to the data source. Tableau Cloud opens the web authoring experience populated with your data source, which allows you to explore your Service Intelligence data. ![Shows the Explore in Tableau button on a dashboard.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_tableau_instance.png) For details about how to explore data in Tableau, see [Creators: Get Started with Web Authoring](https://help.tableau.com/current/pro/desktop/en-us/getstarted_web_authoring.htm). <!-- document id=017b0edc65a6a742242c19cbd64974497d7773b5e0dd20d67c355f0e80ee39bd url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_benefits.md --> # Explore the Benefits of CMDB Understand how Configuration Management Database (CMDB) improves visibility, accuracy, and operational efficiency across your IT environment. Explore the key benefits of each CMDB component to support structured asset tracking and confident decision-making. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> Use the following table to understand how each CMDB component supports configuration accuracy, operational clarity, and IT service success: | Feature Area | What It Enables | How It Helps Your Team | | --- | --- | --- | | Configuration Items (CIs) | Structured records of IT assets with linked attributes | Improves traceability, supports root cause analysis, and connects infrastructure components | | Configuration Item Types | Templates to define CI structure and enforce rules | Standardizes data, improves onboarding, and enables category-specific validation | | CI Attributes and Attribute | Sets field-level definitions for technical and business metadata | Ensures data consistency, enhances reporting, and reduces manual configuration | | CI Relationships and Service Graphs | Visual and logical representation of asset dependencies | Simplifies impact analysis, supports change planning, and accelerates issue resolution | | Identification Rules | Rules to detect and match CIs during Discovery | Prevents duplicate CIs, maintains clean data, and boosts Discovery accuracy | | Integration with IT service records | Visibility into affected and impacted configuration items within incident, problem, change, and release records | Helps assess root cause, understand impact, and resolve service issues faster by linking IT service records with real-time CMDB data | | Agents for CMDB | Access CI and service graph information through natural language conversations. | Helps to retrieve CMDB information faster and investigate dependencies without navigating multiple records and views. | <!-- document id=be5f7cc184172db2af1dfa5ba14c2322185da996c60f6620d97168a36a9b3758 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_benefits.md --> # Explore the Benefits of Discovery Explore the key benefits of each discovery component to automate asset identification, reduce manual effort, and keep CMDB data current. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> | Feature Area | What It Enables | How It Helps Your Team | | --- | --- | --- | | Discovery Application | Secure and scalable network scanning using native protocols | Enables agentless discovery of servers, devices, and applications without installing software on endpoints | | Discovery Agent | Data collection from devices outside the corporate network | Extends visibility to laptops and remote endpoints that agentless scans can’t reach | | Scan Jobs | Scheduled or on-demand scans across selected targets | Automates recurring discovery runs and ensures timely updates of infrastructure data | | Discovery Results | Detailed outcomes of scans, including success and error metrics | Provides visibility into asset coverage, discovery success rate, and areas needing attention | | Process Jobs | Background processing for discovered processes | Enhances data accuracy by correlating discovered processes with related assets and maintaining relevant dependency mappings | | Agentless Scanning | Discovery using native protocols like WMI, SSH, and SNMP | Accelerates setup and reduces maintenance overhead by avoiding endpoint installations | | Agent-Based Scanning | Discovery using lightweight agents installed on devices | Enables continuous asset monitoring for laptops, desktops, and endpoint devices that aren’t always connected to the corporate network | | Dashboard | Prebuilt visual summaries of discovery performance and trends | Helps monitor scan health, analyze discovery efficiency, and demonstrate audit compliance | <!-- document id=0ac09cc98deb96242fa01a24b8e6382eb50dc5ad550acc1b4bd932baac6fc56a url=/admin/current/en-us/service/264-0-0/bots_service_block_library.md --> # Explore the Einstein Bot Block Library Learn about Einstein bot blocks designed for specific clouds and use cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Add a Case Comment - Description: Collects a case comment and adds it to an existing case. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Agent Transfer - Description: Transfers a conversation to a service rep or lets the user know no service reps are available. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Check Case Status - Description: Collects a case number and email address from the user and returns the case status. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Check Order Status - Description: Collects an order number from the user and returns the order amount and status. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Close Case - Description: Closes a matched case. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Create Case - Description: Checks a variable for existing cases and creates a case for a new issue. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## CSAT Survey - Description: Collects a user's rating of their satisfaction with the conversational experience. - Supported bot types: Standard or Enhanced - Additional setup: N/A ## Data Collection Disclosure - Description: Discloses that a user’s conversation with the bot can be saved. - Supported bot types: Standard or Enhanced - Additional setup: Change the movement of the conversation so the block comes after the Welcome dialog and before the Main Menu dialog. ## Effective Account Selection - Description: Checks if a user has an existing account and collects the account’s information. If more than one user account is found, returns a list of accounts and collects the selected account’s information. - Supported bot types: Enhanced - Additional setup: N/A ## Feedback Collection - Description: Collects a user's feedback of their satisfaction with the conversational experience and tracks the feedback using Goals. If a user has an unsatisfactory experience, collects details about the experience from the user. - Supported bot types: Enhanced - Additional setup: N/A ## Order List - Description: Returns the user’s recent orders. - Supported bot types: Enhanced - Additional setup: N/A ## Product Recommendations - Description: Collects the user’s requests and returns product recommendations based on the request. - Supported bot types: Enhanced - Additional setup: N/A ## Reorder - Description: Collects the order number for a user’s past order and adds the items from that order to the user’s cart. - Supported bot types: Enhanced - Additional setup: N/A ## User Authentication - Description: Collects the user’s username and sends a verification code to the user’s email address. - Supported bot types: Enhanced - Additional setup: N/A ## User Info Collection - Description: Collects the user’s first name, last name, email address, phone number, and company name. - Supported bot types: Standard or Enhanced - Additional setup: N/A <!-- document id=2601098b0b426dddfe990327191ff63ce413108e352408412c8f80680b4f709f url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_explore.md --> # Explore the Employee Services Portal As an employee, use the Employee Services portal to view knowledge articles, raise incidents, cases, and service requests, and track them independently. Chat directly with support teams or escalate through Agentforce, and review approvals as a manager. Some features differ between the Agentic Center and Agentforce Employee Center templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Home Page The home page is your starting point. From the home page, you can search for content, view notifications and your profile, and quickly reach key pages such as your tickets, the Service Catalog, knowledge articles, and your approvals. On the Agentforce Employee Center template, your open tickets and site-wide announcements also appear on the home page, so you don't have to navigate to see them. If your company uses IT Compliance, you can also access the Policy Hub and Evidence Hub from the home page. ## Service Catalog Browse the Service Catalog to request hardware, software, and services such as a new laptop, VPN access, password resets, or account deactivation. ## Knowledge Find answers to common questions, troubleshooting guides, and best practices. On the Agentforce Employee Center template, browse knowledge from the **Knowledge Base** page. You can star articles to add them to a personal **Favorites** page. On the Agentic Center template, browse knowledge from the **Knowledge Center** page. The Agentforce Employee Center template also includes embedded AI features for knowledge. **Dynamic Q&A** generates answers to your questions, and **Knowledge Summaries** condense articles into short overviews. The Agentic Center template doesn't include these AI features. ## Tickets Track tickets you've submitted, including incidents, service requests, and cases. On the Agentforce Employee Center template, review all your incidents, service requests, and cases together on the unified **My Tickets** page, with filters and status updates. On the Agentic Center template, track tickets through separate **My Incidents** and **My Cases** pages. On the Agentforce Employee Center template, you can also follow the conversation on your ticket. The ticket feed shows the comments that the IT team shares with you, without automated posts or system messages, so updates are easy to follow. You can post your own comment to give the IT team more information, and attach files for context. Comments that the IT team keeps internal aren't shown to you. ## Assets The Agentforce Employee Center template includes a **My Assets** page where you can view hardware assigned to you, with details such as serial numbers and warranty dates. To create a support ticket prepopulated with device information, use the **Report Issue** action on an asset's detail page. The Agentic Center template doesn't include an assets page. ## Approvals Review pending requests that need your authorization. On the Agentforce Employee Center template, your pending approvals appear in an **Approvals** section directly on the home page. On the Agentic Center template, navigate to the **My Approvals** page to review your pending approvals. ## Announcements and Banners The Agentforce Employee Center template surfaces site-wide messages, including proactive maintenance and outage updates, on the home page and in a banner at the top of the portal. The Agentic Center template doesn't include announcements or proactive banners out of the box. ## Policies and Evidence If your company uses IT Compliance, the Agentforce Employee Center template includes a **Policy Hub** where you can read and acknowledge assigned policies, and a **Compliance Evidence Hub** where you can fulfill evidence requests. The Agentic Center template doesn't include these compliance pages. ## Contact Support Open the embedded messaging chat to get help from Agentforce, who can answer questions, surface knowledge articles, or create tickets on your behalf. You can also escalate to an IT rep for direct support. ## Global Search Find tickets, services, and knowledge articles by using the search bar. ## Notifications View your unread alerts from the notification icon. ## User Profile From the user profile menu, view your profile information or sign out of the portal. <!-- document id=810727e4a47842c448b71bfddfa7417f243a8de8aba300f3cd14662e2d68879f url=/admin/current/en-us/service/264-0-0/mfs_builder_ui.md --> # Explore the Field Service Mobile App Builder The Field Service Mobile App Builder user interface makes configuring navigation tabs easy.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ![Mobile Builder tool open with parts of the UI enumerated.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/unification_1.png) Here’s a breakdown of the parts of the tool. The header shows you the label of your page. From here you can return to Setup without saving by clicking the **Back** arrow. (1) The component palette lets you drag components onto the canvas to create tabs. (2) In the status bar, you can check whether your configuration is active or a draft, see when it was last modified, and publish or save. (3) The page canvas area is a preview of your screen. Click the tab to copy, delete, or move the tab. Clicking the tab also brings up properties to edit in the Properties pane.(4) Edit tab details in the Properties pane. Click a tab in the canvas to see that component’s options in the Properties pane. (5) ![The mobile builder screen with the compent tree toggle enabled and the toggle and More button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/component_tree.png) Clicking the component tree toggle lets you see your selected components. From here, you can interact with a component and delete it. You can also easily see if you have components in the tab overflow area, which are available when a user taps **More** in the app. The overflow area activates when you have more than 4 tabs in the app. <!-- document id=d9fb05d2a13a594734ef6f65360fcbb7d41d96107bda18230cd48fc091b4509b url=/admin/current/en-us/service/264-0-0/fwm_export_intelligent_forecast.md --> # Export an Intelligent Forecast Export your intelligent forecast as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d1258e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1258e58 ">To view, create, edit, and delete intelligent forecasts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1258e58 ">Workforce Management Analyst AND Workforce Management Planner</td> </tr> </tbody> </table> Your export can't exceed 40,000 records. If your export reaches this limit, filter your data further, and try the export again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-frontline_workforce_management-264-0-0-production-enus/6ed6d790-c8dc-44c2-adf2-f19af27ef204/images/icon_note.png) Note You can't export an intelligent forecast that uses a monthly interval. 1. From the App Launcher, open **Intelligent Forecasts**. 2. Open the forecast that you want to export. 3. Click **Export**. 4. Click **Export** to confirm. The CSV file downloads to your default downloads folder. <!-- document id=0b7d13a486b11e84bd0e0f083355d451e38977ac0e1813974848d3859d915b32 url=/admin/current/en-us/service/264-0-0/workforce_engagement_export_intelligent_forecast.md --> # Export an Intelligent Forecast Export your intelligent forecast as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15167e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15167e60 ">To view, create, edit, and delete intelligent forecasts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15167e60 ">Workforce Engagement Analyst AND Workforce Engagement Planner</td> </tr> </tbody> </table> Before exporting, use the Queues or Skill Groups filter and the Service Channel filter to limit the forecast data included in the export. Your export can't exceed 40,000 records. If your export reaches this limit, filter your data further, and try the export again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can't export an intelligent forecast that uses a monthly interval. 1. From the App Launcher, open **Intelligent Forecasts**. 2. Open the forecast that you want to export. 3. Click **Export**. 4. Click **Export** to confirm. The CSV file downloads to your default downloads folder. <!-- document id=08152717ddb135a6d97d569d409eee440035e5f463025c5206f0f4ff445326a0 url=/admin/current/en-us/service/264-0-0/knowledge_translation_export.md --> # Export Articles for Translation If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110510e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 ">To export articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 "> <p>Manage Salesforce Knowledge</p> <p>AND</p> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Manage Knowledge Article Import/Export</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 ">Read on the article type</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110510e58 ">Read and Create on the article type</td> </tr> </tbody> </table> Place the articles to be translated in a translation queue. To enable the article export feature, create one or more queues; authors and reviewers select the queue when they submit an article for translation. Make sure that they know which queue to choose for which language. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can have up to 50 exports in 24 hours and a maximum of 15 pending exports (exports that have not entered a final state such as Completed, Failed, or Canceled). 1. Create a [translation queue](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5 "Reach a global audience by offering your knowledge base in multiple languages.") with articles for translation. 2. On the Article Management tab, select the articles you want to translate, and click **Submit for Translation**. 3. In the dialog box, indicate which languages to translate the articles into and assign the translations to their corresponding language translation queue. 4. From Setup, enter Export Articles for Translation in the Quick Find box, then select **Export Articles for Translation**. 5. Select the queue that contains the articles you're exporting. 6. Select either: - **All articles** to export every article in the queue. - **Updated articles** to only export articles that have been modified or added. 7. Click **Continue**. 8. Select the source and target language pairs you want to export. Salesforce creates a separate .zip file for every article type in each language pair. You must retain the .zip file structure for a successful import. 9. To have the files reviewed or published after being translated, select a user or a queue. 10. Select the file character encoding. - ISO-8859-1 (General US & Western European, ISO-LATIN-1) - Unicode - Unicode (UTF-8) _default_ - Japanese (Windows) - Japanese (Shift\_JIIS) - Chinese National Standard (GB18030) - Chinese Simplified (GB2312) - Chinese Traditional (Big5) - Korean - Unicode (UTF-16, Big Endian) 11. Select the delimiter for the .csv files. The delimiter is the separator for columns when the file is converted to table form. Your options are tab (default) or comma. 12. Click **Export Now**. You’re notified by email when your export is complete. You can also check the status of your export by viewing the Article Import and Export Queue. From Setup, enter Article Imports and Exports in the Quick Find box, then select **Article Imports and Exports**. Unzip the exported files, but retain the file structure for a successful import. #### See Also - [Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.") - [Support a Multilingual Knowledge Base](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5 "Reach a global audience by offering your knowledge base in multiple languages.") - [Support Knowledge Articles in Multiple Languages](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_overview.htm&release=264.0.0&type=5 "Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=0d547f83826f28bf52284088f9f771ddf1ec25219f02f199c23c259cd0b34132 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_export_ci.md --> # Export Configuration Items Export filtered configuration items (CIs) to a CSV file for external use and operational workflows. Apply list view filters to export only the required CIs and download completed export files from the Export History tab. Use exported files for reporting, analysis, migrations, and operational reviews. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82602e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82602e72 ">To export configuration items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82602e72 ">IT Service Configuration Item Reader</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important - CMDB supports exporting configuration items (CIs) only in CSV format. - Exported files include attributes from the base CI type only. Exported files don’t include attributes for derived CI types. - A single export file supports up to 100,000 CIs. If the number of CIs exceeds 100,000, CMDB exports only the first 100,000 CIs to the file. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Configuration Items** and then **All Configuration Items**. 3. If required, configure the list view before exporting by applying filters and selecting the fields to display in the list view. 4. Click **Export CI**. 5. Click **Download**. The export process begins. 6. In the navigation panel, select **CMDB** under Administration, and then select **CI Imports and Exports**. 7. Select the **Export History** tab. 8. Download the exported CSV file if the export status is completed. <!-- document id=ce376f72f3cbadbd438da791aa6acdc40b8c0f6c2830fdc22bc672cf6fc3b0e5 url=/admin/current/en-us/service/264-0-0/Conversation_transcript_export_1.md --> # Export Conversation Transcripts Salesforce users can export conversation transcripts for Voice, Enhanced Chat, enhanced Facebook Messenger, and enhanced WhatsApp in any production org. Conversation export isn’t supported in sandboxes, and conversation transcripts don’t count towards your Salesforce org’s storage limits and usage calculations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US" target="_blank">View supported editions for Voice</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions for Messaging</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35644e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35644e66 ">To export conversation transcripts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35644e66 "> <p>Weekly Data Export Permission</p> <p>OR</p> <p>Permission Set having Weekly Data Export Permission</p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;">System Administrator Profile</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - If you let your Salesforce subscriptions expire or contact Salesforce Customer Support to cancel it, we lock your org. You can still export your conversation transcript data while your org is locked if you ask Salesforce Customer Support to temporarily unlock your org, then use the Conversation Transcript Export tool. - This feature is unavailable for government cloud orgs. - If your data export fails, the **Export Now** button is disabled for one hour. 1. Add our file storage URLs (https://\*.amazonaws.com, https://storage.googleapis.com/) as a [Trusted URL](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&type=5&language=en_US). 1. In the Content Security Policy (CSP) Settings section, for context, select **Lightning Experience pages**. 2. In the CSP Directives section, select **connect-src (scripts)**. 2. If your Salesforce contract is active, skip to step 3. If you let your Salesforce contract expire, contact Salesforce Customer Support to request a temporary lift on your org’s locked status. When customer support confirms that your org is temporarily in Trial status, proceed to step 3. 3. From Setup, enter Conversation Transcript Export, and click **Conversation Transcript Export.** 4. Click **Export Now** to export your data. When the export is complete, you'll see one or more download buttons. Separate files are provided for conversation entry, related records, and intelligence signals. If any of these files are larger than 6 GB, they are split into multiple files, each with its own download button. We recommend that you use a text editor or similar tool to verify if the expected number of records are successfully downloaded in the file. 5. Click **Download Data** for each row of data that you want to download. 6. Any data that’s generated in your org after you click **Export Now** in step 4 is not reflected in the export. To capture additional data that’s generated after clicking **Export Now**, wait 7 days to see the Export Now button reappear. At that time, you can re-export your data. Doing so replaces the previous exported data. The related export data and its audit data is available until 30 days from the date of last successful export. Since this tool is intended for one-time export of your org's full conversation history, you can only use it once every 7 days. Once you bulk export the conversation transcript, you can use an API for incremental data syncs. For other options to access and analyze your conversation data, see [Accessing Conversation Data](https://developer.salesforce.com/docs/service/messaging-object-model/guide/messaging-object-model-access-data.html). #### See Also - [Trailhead: Service and Data 360: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) <!-- document id=a3c1b3071d4903b9b44de1e5ffb3ff4f45299fe390b3fc25813a82021afd23a4 url=/admin/current/en-us/service/264-0-0/bots_service_intent_export.md --> # Export Intent Data for Einstein Bots You can export bot intent data using the Data Loader and the Intent Utterance object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80576e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80576e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80576e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80576e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80576e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> 1. Log in to the Data Loader, and click **Export**. 2. Click **Show all Salesforce Objects**, and select the Intent Utterance (MLIntentUtterance) object. Choose a target for extraction, and then click **Next**. 3. Select the fields you want to export. We recommend MLDomainName, MLIntentName, and Utterance. When you're ready, click **Finish**. <!-- document id=dad1dca1dcc74488ed3ac3880f79722ce73d3cd76a3c215cd454346fae5b0b76 url=/admin/current/en-us/service/264-0-0/fse_data_exporter_export_results.md --> # Export Results View the export results. The Data Exporter tool creates Comma Separated Value (CSV) files for your exported objects based on your export preferences. You can download and import these files into any data loader application in order to migrate them into the Salesforce Field Service schema. The export results list shows all the object files you exported from your backup file. To refine the list of objects, use the Filter or Search options. The export results can show different statuses that you can track. The most common ones are Pending Export, Failed, and Completed. If some of your files fail to export, the Partially Completed status shows. There are also interim statuses that you can track, such as Read from Source, Write to CSV, and Generate Package. ![Export Results](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_export_results.png) **» To download a file**: 1. From the Actions column, click the Download icon on the relevant file. 2. Save the file to your computer. To access your CSV file, you’ll need to provide the encryption key you used when exporting the data. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/images/icon_note.png) Note The Owner column shows who owns the exported object file. You can only download object files that you own since you hold and manage the data encryption key. When the export results include object files that were already exported in an earlier backup file, the CSV files are updated with the latest data from the new backup file. However, if you initially selected to export a sample set of your data, and later exported a full set of the data, the two object files are kept. If you selected more than one object to export, after the export completes, all the object files that were created during the export are grouped together into a virtual container, or a bundle. In the export results list, these files will have the “Bundle of” prefix in the FSE Name column. Hover over the bundle name to see all the object names included in that bundle. You’ll be able to see up to 50 names. ![Objects File Bundle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_file_bundle.png) For better performance, CSV files are limited to a maximum of 30,000 records. If the data you’re exporting exceeds this limit, the data is split across multiple CSV files. The files will follow the same naming convention, but they’ll be numbered. When you download an object file, all its CSV files download together. ![CSV Files](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_csv_files.png) <!-- document id=3744a9d101afb826e9a7c23693e225efb8c1ad349c7d405cb85c052c226caa72 url=/admin/current/en-us/service/264-0-0/fwm_workload_history_export.md --> # Export Workload Data Export workload data as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2565e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2565e58 ">To view, create, edit, and delete a workload:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2565e58 ">Workforce Management Analyst AND Workforce Management Planner</td> </tr> </tbody> </table> Your export can't exceed 40,000 records. If your export reaches this limit, filter your data further, and try the export again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-frontline_workforce_management-264-0-0-production-enus/6ed6d790-c8dc-44c2-adf2-f19af27ef204/images/icon_note.png) Note Workload data is exported at the hourly aggregation level. Monthly is available only as a visualization option in the dashboard and does not affect the exported data. 1. From the App Launcher, open **Workloads**. 2. Open the workload that you want to export. 3. Click **Export**. 4. Click **Export** to confirm. The CSV file downloads to your default downloads folder. <!-- document id=d2caf4bae8e252fff9e8fdf59af13547009c1e69a1501eba63c67925860c9e30 url=/admin/current/en-us/service/264-0-0/workforce_engagement_workload_history_export.md --> # Export Workload Data Export workload data as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124836e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124836e60 ">To view, create, edit, and delete a workload:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124836e60 ">Workforce Engagement Analyst AND Workforce Engagement Planner</td> </tr> </tbody> </table> Before exporting, you can use the Queues or Skill Groups filter, depending on the routing method used to create the workload, and the Service Channel filter to limit the workload data included in the export. Your export can't exceed 40,000 records. If your export reaches this limit, filter your data further, and try the export again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Workload data is exported at the hourly aggregation level. Monthly is available only as a visualization option in the dashboard and does not affect the exported data. 1. From the App Launcher, open **Workloads**. 2. Open the workload that you want to export. 3. Click **Export**. 4. Click **Export** to confirm. The CSV file downloads to your default downloads folder. <!-- document id=14094deed161efdb6870437b417991a03e9fcff344830d0813b9740c5b113ff9 url=/admin/current/en-us/service/264-0-0/fwm_export_capacity_plan.md --> # Export Your Capacity Plan Export your capacity plan as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">Supported Editions for Frontline Workforce Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2479e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2479e57 ">To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2479e57 ">Workforce Management Analyst</td> </tr> </tbody> </table> 1. Open Capacity Plans in the App Launcher. 2. Click to open a capacity plan. 3. Click **Export**. 4. Click **Export** to confirm. 5. The CSV file downloads to your default downloads folder. <!-- document id=013e0201fbefa3fb68105697a842e63645fc3e0b22e142cc26731b329c4ee1d0 url=/admin/current/en-us/service/264-0-0/workforce_engagement_export_capacity_plan.md --> # Export Your Capacity Plan Export your capacity plan as a CSV file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d141398e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141398e59 ">To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141398e59 ">Workforce Engagement Analyst</td> </tr> </tbody> </table> 1. Open Capacity Plans in the App Launcher. 2. Click to open a capacity plan. 3. Click **Export**. 4. Click **Export** to confirm. 5. The CSV file downloads to your default downloads folder. <!-- document id=5aec01869267855641ab2d6bce5912c5c4fa908fbb9ed784e8f27aa234c40597 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_cs_status_field.md --> # Expose the Document Recipient Object’s Status Field The Document Recipient object’s Status field must be visible for the Contactless Signature flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d83277e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83277e75 ">To customize field settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83277e75 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, go to the Object Manager tab. 2. In the Quick Find box, enter Document Recipient, and then select **Document Recipient**. 3. Click **Fields & Relationships**, and then select **Status**. 4. Click **Set Field-Level Security**, and make the field-level security visible for all profiles. <!-- document id=042349ec7671ba7485dac48ee42798f7743025b122c4a4784192608e12a8974e url=/admin/current/en-us/service/264-0-0/support_extend.md --> # Extend Agentforce Service Build out your implementation of Agentforce Service (formerly Service Cloud) with specialized features such as HR Service, Feedback Management, and Service Catalog. - **[Support Employees with HR Service](https://help.salesforce.com/s/articleView?id=service.es_employee_service_for_enhanced_employee_support_experience.htm&release=264.0.0&type=5)** HR Service creates a positive work environment and improves employee satisfaction by enabling companies to efficiently address employee queries and service requests. The streamlined workflows in HR Service improve the response times of service reps, elevating their experience and productivity. The improved employee and service rep morale ultimately drives business success. - **[Send Surveys with Salesforce Feedback Management](https://help.salesforce.com/s/articleView?id=service.support_surveys_parent.htm&release=264.0.0&type=5)** Engage customers and users with relevant, personalized surveys. Incorporate survey data into your feedback management process to gain actionable insights throughout the customer lifecycle. - **[Deliver Field Service](https://help.salesforce.com/s/articleView?id=service.support_field_service_parent.htm&release=264.0.0&type=5)** Learn about Salesforce Field Service and Click Field Service Edge. - **[Industries Service Innovations for Service](https://help.salesforce.com/s/articleView?id=service.ise_service_innovations_from_industries.htm&release=264.0.0&type=5)** Service Innovations, a collection of components from Industries available in Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer cases and proactively address issues. - **[Enhance Self-Service Automation with Service Catalog](https://help.salesforce.com/s/articleView?id=service.svc_intro.htm&release=264.0.0&type=5)** A service catalog is a portfolio of products and services that your customers and partners request. Service Catalog helps you turn your customers’ requests for those products and services into approved and documented orders. A service catalog consists of catalog items, catalog categories (groups of catalog items in the service catalog), and catalog fulfillments (automations you assign to individual catalog items). - **[Manage Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.shift_scheduling_intro.htm&release=264.0.0&type=5)** Help your planners manage employee shifts efficiently. Scheduling tools—get candidates, batch assign, and mass shift update—help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define. <!-- document id=db8fa1c2a61b6c42dbd02673a598d186e002a44e3c38b6fbfd4d75fdc7ec9c34 url=/admin/current/en-us/service/264-0-0/fs_extend.md --> # Extend Field Service Take Agentforce Field Service and Operations (formerly Field Service) to the next level with tools like Appointment Assistant, Visual Remote Assistant, and Workforce Scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Set Up Field Service Appointment Assistant](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_parent.htm&release=264.0.0&type=5)** Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment your mobile worker arrives. - **[Optimize Asset Performance](https://help.salesforce.com/s/articleView?id=service.assets_setup.htm&release=264.0.0&type=5)** Use out-of-the-box tools to predict maintenance needs, track asset reliability, configure an asset health score, record asset downtime, and track replacements. - **[Set Up Field Service in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.fs_set_up_communities.htm&release=264.0.0&type=5)** Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience Cloud site. - **[Manage Field Service Outcome-Based Contracts](https://help.salesforce.com/s/articleView?id=service.fs_obc_parent_page.htm&release=264.0.0&type=5)** With Outcome-Based Contracts, service providers can provide their customers with an easy way to assess the compliance of a service contract by letting them track and measure service outcomes. Compliant service contracts ensure high quality of service and customer success. - **[Set Up Visual Remote Assistant for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_intro_visual_assistance.htm&release=264.0.0&type=5)** Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by delivering service from anywhere. <!-- document id=2e2d4f43bfcb43c40e2da2e20c5522a8b86ed6a6aa13f8a190b19bc779dc7b2e url=/admin/current/en-us/service/264-0-0/sp_extend_ov.md --> # Extend Service Assistant After you set up and turn on Service Assistant, extend your agent with optional features that ground service plans in more of your data and give service reps additional resolution tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant creates service plans as soon as you set it up and turn it on. The features in this section are optional. Each one extends what Service Assistant can do, either by grounding service plans in more of your data or by giving service reps more tools to resolve the customer's issue. Turn on only the features that fit your service processes. ## Grounding Extensions These features add grounding sources so that Service Assistant produces more accurate, context-specific service plans. - **Case record context updates:** Track case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data. This feature is available only for Service Assistant for Case with dynamic plans. See [Set Up Dynamic Plan Context Updates](https://help.salesforce.com/s/articleView?id=service.sp_dp_context.htm&type=5&language=en_US). - **Related record grounding:** Ground service plans in related records, such as Account or Contact, for more contextual and detailed plans. Related record grounding is supported for Service Assistant for Case, Messaging, and Voice. See [Set Up Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup.htm&release=264.0.0&type=5 "Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans."). ## Feature Extensions These features give you more ways to configure how Service Assistant works for your company. - **Multiple agents:** Route your Service Assistant agents to specific case types, business units, or other criteria with an autolaunched flow. See [Set Up Multiple Agent Record Assignment (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Create an autolaunched flow that routes your Service Assistant agents to specific case types, business units, or other criteria."). - **Case features:** Extend Service Assistant for Case with optional features such as Case Catch-Up & Insights and Similar Cases. Some of these features are available only for dynamic plans or only for guidance plans. See [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5 "Learn about the optional features that extend Service Assistant for Case."). ## Capability Extensions These features give service reps more resolution assistance beyond the service plan. For full reference guidance, see [Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5 "Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan."). - **Conversation Catch-Up:** Show service reps an AI-generated summary of an in-progress messaging session in the Service Assistant component when they join the session. See [Set Up Conversation Catch-Up for Service Assistant (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&release=264.0.0&type=5 "Set up Conversation Catch-Up to give service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call."). - **Service Replies:** Show Service Replies in the Service Assistant component alongside the service plan steps for Service Assistant for Messaging. See [Set Up Service Replies for Service Assistant (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5 "Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps."). <!-- document id=11258c0d936000534b29dd9e803f589f1a8bff6d6efde82dab71996980d5a0ed url=/admin/current/en-us/service/264-0-0/sp_extend.md --> # Extend Service Assistant for Case Learn about the optional features that extend Service Assistant for Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Provide Case and Customer Context with Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) - [Ground Service Plans for Case in Related Records](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) - [Make Guidance Service Plans Actionable with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) - [Provide Additional Case Context with Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) - [Add Service Plan Data to Case Communications](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) - [Translate Guidance Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5) Service Assistant supports several optional features that extend its capabilities and provide enhanced resolution guidance. Features include messaging and voice record grounding, surfacing quick actions in guidance plan steps, automating emails and summaries with prompt templates, showing a list of similar cases, and plan translation. Support for these features depends on your selected plan type. Each section notes whether the feature works with guidance plans, dynamic plans, or both. Permissions also vary by feature, and each feature's reference guide and setup steps list the required permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" id="sp_extend__d17998e145" style="vertical-align:top;">Optional Features</th> <th scope="col" class="slds-cell-wrap" id="sp_extend__d17998e148" style="vertical-align:top;">Description</th> <th scope="col" class="slds-cell-wrap" id="sp_extend__d17998e151" style="vertical-align:top;">Supported Plan Types</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Plan Context Updates</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 ">Tracks case field and comment updates after a dynamic service plan starts and regenerates the current plan step in real time to reflect the latest case data.</td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&type=5&language=en_US" target="_blank">Grounding with Case Record Data</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_dp_context.htm&type=5&language=en_US" target="_blank">Set Up Plan Context Updates</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Case Catch-Up and Insights</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 ">A capability of Service Assistant that surfaces as a card in the component that summarizes the related account, activity details, customer sentiment, and provides a case health score. </td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US" target="_blank">Case Catch-Up & Insights</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.html&language=en_US" target="_blank">Prompt Template Reference</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&language=en_US" target="_blank">Set Up Case Catch-Up and Insights</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Related Record Grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 ">Analyzes transcripts of messaging and voice records attached to a case to summarize what took place and start plan steps from where the conversation left off.</td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US&type=5" target="_blank">Grounding with Related Records</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US&type=5" target="_blank">Set Up Record Grounding</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Prompt Templates</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 ">Adds service plan information to case emails, case summaries, case comments, and the case feed.</td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&language=en_US&type=5" target="_blank">Add Service Plan Data to Case Emails and Summaries (Optional)</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_pt.htm&language=en_US&type=5" target="_blank">Set Up the Summarize Case Prompt Template</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&language=en_US&type=5" target="_blank">Set Up the Draft Service Plan Email Prompt Template</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Quick Action Grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 ">Adds buttons to guidance plan steps that let service reps complete a task without leaving the step, like changing the case status or summarizing a case. Agent actions aren't supported in guidance plans. Reps can use agent actions only through agent chat. For more details, see the following section.</td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&language=en_US&type=5" target="_blank">Grounding with Quick Actions</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US&type=5" target="_blank">Set Up Quick Actions</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Similar Cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 "> <p>Shows a list of similar cases in a service plan that service reps can review for context while working on a case.</p> <p style="margin-bottom:0;">The list serves only as a reference guide for service reps to provide additional context while they work an active case. The listed cases aren't used as grounding sources during the creation of a service plan.</p> </td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5" target="_blank">Set Up Similar Cases</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&language=en_US&type=5" target="_blank">Set Up Similar Cases for Data Cloud One</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e145 ">Translation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e148 "> <p>Translates service plans into a service rep's preferred language.</p> <p style="margin-bottom:0;">Translation is only supported for guidance plans. Dynamic plans only support English.</p> </td> <td data-label="Supported Plan Types" class="slds-cell-wrap" style="vertical-align:top;" headers="sp_extend__d17998e151 "> <p>Guidance plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US&type=5" target="_blank">Service Plan Translation</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US&type=5" target="_blank">Set Up Plan Translation</a></li> </ul> </td> </tr> </tbody> </table> ## Provide Case and Customer Context with Case Catch-Up & Insights A capability of Service Assistant that generates a summary of case activity displayed as a card within the Service Assistant panel alongside the service plan. The card includes four sections in this order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. Case Catch-Up & Insights works as a standalone capability within Service Assistant. Unlike other Service Assistant features, it doesn't require the general Service Assistant setup or agent creation. The only requirements are: - Service Assistant is turned on from the Service Assistant Setup page. - The Service Assistant Lightning Web Component is added to the case record page. You turn on Case Catch-Up & Insights from the Case tab of the Service Assistant Setup page. After you turn it on, the page lists all available insights and you can choose which ones to activate. Certain insights require more features that you turn on and configure. See Case Catch-Up & Insights. ![Case Catch-Up & Insights shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights.png) ## Ground Service Plans for Case in Related Records When a case is created from a messaging session or a voice call, Service Assistant analyzes the transcriptions of the records to use as a grounding source. As a result, the case summary, summary steps, and drafted service plan include key details from the conversation. Specifically, the case summary and summary steps state what occurred in the conversation and what resolution steps were completed. In addition, the drafted service plan starts the plan steps from where the conversation left off. The record grounding provides service reps with more context-specific and streamlined resolution guidance in the service plan. Grounding with messaging and voice records is optional. The ServicePlanner User requires a custom permission set that grants access to messaging and voice records attached to the case. The Service Assistant admin and service reps don't require additional permissions. However, service reps need record-level access to open and view the records attached to the case. ![Record grounding processing analysis](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_record_example.png) ## Make Guidance Service Plans Actionable with Quick Actions Quick actions show as buttons in guidance plan steps for service reps to launch workflows and complete tasks directly in a plan step, like sending an email or closing a case. Quick actions are supported in guidance plans only. Because guidance plans are static and Service Assistant isn't a proactive agent, Service Assistant doesn't automatically surface agent actions in plan steps like it does in dynamic plans. Instead, quick actions give your service reps buttons to launch workflows directly in a plan step. Your reps can still use agent actions with guidance plans if you turn on Chat with Service Assistant on the Service Assistant Setup page. From the chat, reps can ask Service Assistant to run an agent action, but Service Assistant doesn't launch actions on its own. Service reps have to ask. See [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US) and [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US). ![Summarize case quick action launching the case summary workflow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_review_doc.png) You set up standard and custom quick actions on the Buttons, Links, and Actions Setup page for the Case object. You configure and manage all your quick actions for Service Assistant with the Quick Actions Manager in the Agentforce Builder. The Quick Actions Manager is available only for Service Assistant. ![Quick action selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_manager.png) All your Case object quick actions (standard and custom) show in the Quick Actions Manager automatically when they're added to your case layout. The manager provides a two-step setup process for integrating your quick actions with Service Assistant. You select which quick actions you want available in Service Assistant and then add them to your subagents. Then you provide an instruction for each quick action. Quick action instructions are clear and direct statements that define what the action does and when it's used for a particular scenario, case, or business process. These instructions provide Service Assistant the information it needs to determine when quick actions are most relevant to show in the steps of a service plan. You can assign one or more quick actions to subagents, and one or more quick actions can surface in a plan step. See [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&release=264.0.0&type=5 "Review our recommendations for setting up your quick actions in Service Assistant."). To get you started, we provide three quick action instructions for these standard Case object quick actions. You can use these instructions as they are or modify them to fit your specific needs. Manually add these instructions to each quick action, and add the quick actions to your case page layout. Send Email Drafts and sends an email to a specified recipient directly from a service plan step. Use the email for customer communications, such as providing status updates, conveying resolution details, and requesting or supplying additional information during case management or follow-up. Close Case Closes the case when all required steps to resolve issues are completed and no further action is needed. Closing the case formally concludes the support process, and no additional steps can be performed. ## Provide Additional Case Context with Similar Cases Service reps receive additional guidance when working a service plan with a list of similar cases that's displayed at the bottom of the component. This list serves only as a reference tool to provide extra context and support. The listed cases aren't used as grounding sources for creating the service plan. Configuring this feature requires several setup steps in Data 360. Create a search index and data retriever to ingest and index your historical case data. We walk you through a general configuration that uses the subject and description fields so that Service Assistant retrieves cases that are relevant to the active case the service rep is working. You can adjust our sample configuration to include custom case fields and limit the search to a particular date range. You can also use an existing retriever if it has your indexed case data, but be sure to review the setup steps as we outline specific setting for your search index. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5#sp_sc_ov). To help ease your setup, each setup step has a video that demonstrates and guides you through the setup steps. The videos don't contain audio. Find the full video playlist here: [Similar Cases Setup Videos](https://salesforce.vidyard.com/watch/dJsjiVKd2WMd3qw28HEcu4). Hover over the top-left corner of the video to see the video library. ![List display](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_list_display.png) ## Add Service Plan Data to Case Communications Instead of manually writing emails and case summaries, Service Assistant supports two prompt templates that draft case communications with key details from the case and its guidance or dynamic service plan, including all plan steps and any agent actions taken or surfaced. **Draft Service Plan Email prompt template** To keep customers informed about the status of an active case with a service plan, service reps can use the Draft Service Plan Email prompt template. Activate and configure the template in Prompt Builder. The default template text drafts an email with the latest updates for an in-progress case, including the original issue, the completed service plan steps and any actions taken, and the next steps to take. Service reps access the template from the Post tab of the case feed with the Draft with Einstein feature. The prompt template requires additional permissions for the Service Assistant admin and service rep. ![Service plan Case update email workflow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_workflow.png) **Summarize Case prompt template** To automatically generate a complete case summary with service plan information, you can set up the Summarize Case prompt template. The template summarizes details from the service plan, including the initial problem, the steps taken, any actions taken or surfaced, and the final resolution. To use this template, set up and turn on [Enhanced Case Summaries](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&type=5&language=en_US). After it's set up, service reps can post the case summary to the case comments or case feed. The case summary includes the case resolution only when the case is formally closed. If a summary is drafted while the case is open, the draft summary contains only the original issue and steps marked as complete. The prompt template requires additional permissions for the Service Assistant admin, Service Planner User, and service rep. ## Translate Guidance Service Plans To provide service reps the ability to work with guidance service plans in their preferred language, you can optionally turn on [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_intro.htm&language=en_US&type=5). Translation of dynamic service plans isn't supported. Real-Time Translations translates all text in the component from your company's preferred language into the service rep's preferred language in real time. All text is automatically translated when service reps: - Open a new case and a case summary is drafted. - Draft or redraft a service plan. - Open a case that has a plan with either a case summary or a drafted service plan. Service Assistant supports the same languages as real-time translations. See [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&language=en_US&type=5). This feature is supported only with the Agentforce for Service or Agentforce 1 add-on licenses, and service reps need the Service Plan Translation permission set. Customers with an Einstein for Service license who want to use translation can contact their account executive. ![Scenario 2 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_2.png) <!-- document id=ee00110e1607a5de0efffb9ad6b75ab1b1bbe312aab65352ba53951eca32c31d url=/admin/current/en-us/service/264-0-0/support_agentforce_ref.md --> # Extend Your Customer Service with Agentforce Create AI agents that work side-by-side with your employees to serve customers 24/7. To get started with Agentforce, see [Agentforce and Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.copilot_intro.htm&language=en_US). <!-- document id=cc15bcad61deff8443be04fcd30efc72be4877fd05e3392226b13e015813d261 url=/admin/current/en-us/service/264-0-0/live_agent_lightning_experience_extend.md --> # Extend Your Web Chat Implementation with Embedded Service and Einstein Bots After you’ve set up Chat and Omni-Channel to work together in Lightning Experience, give your customers a better chat experience with Embedded Service and Einstein Bots. Embedded Service lets you create a pre-chat form and custom branding with little to no code. Embed the chat window on your website and both your desktop and mobile customers can have the same chat experience. Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). <!-- document id=0d1b830e980ffd3dd63c5537dc9bd40422673a6ec0917b2abab4ac3e86c93af2 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_extract_clauses_ai.md --> # Extract Regulation and Policy Clauses with Generative AI for IT Compliance Upload a regulation or policy PDF and let generative AI extract the clauses for you. Generative AI scans the document, identifies the substantive clauses, and skips boilerplate sections such as definitions, FAQs, and references. Compliance officers review the extracted text and create regulation clause or compliance policy clause records in a few clicks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d21234e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">To set up clause extraction:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">Compliance Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 "> <p>Prompt Template Manager permission</p> <p>AND</p> <p style="margin-bottom:0;">Execute Prompt Templates permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">To use Natural Language Processing:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">NLP Service permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">To use Scoring Framework:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">Scoring Framework Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">To run flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21234e74 ">Run Flows permission</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about clause extraction for Process Compliance Navigator, the same concepts apply for clause extraction in IT Compliance in Agentforce IT Service. 1. Assign the required permissions, turn on Einstein generative AI, activate the **Compliance Document Clause Extraction** configuration type, turn on **Scoring Framework**, and update **File Upload and Download Security** settings so users can preview PDFs in the browser. For the detailed setup steps, see [Set Up Compliance Clause Extraction](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_clause_extraction_setting.htm&type=5&language=en_US). 2. If your business needs different extraction logic, customize the **Compliance Document Clause Extraction** prompt template in Prompt Builder. You can keep only one version of the template active at a time. For more details, see [Customize the Compliance Prompt Template](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_clause_extraction_prompt.htm&type=5&language=en_US). 3. Extract the clauses. From the IT Compliance app, open the regulation version or compliance policy version record that you want to extract clauses for, click **Extract Clauses**, upload the source PDF, preview the file, and submit it for extraction. Acknowledge the generative AI disclaimer to start the run. You can run multiple extractions in parallel. For more details, see [Extract Compliance Clauses](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_clause_extraction_extract.htm&type=5&language=en_US). 4. Check the status of each extraction to see which actions are available next, such as reviewing the extracted content, continuing a review in progress, or reinitiating a failed extraction. For the full list of statuses and the actions supported at each stage, see [Clause Extraction Results](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_clause_extraction_results.htm&type=5&language=en_US). Extracted clauses are available for review for 90 days, after which they expire. 5. Create a regulation clause version or compliance policy clause version record. From the regulation version or compliance policy version record, click **View Extracted Clauses**, select an extracted document, and click **View Results**. Review each clause, refine the text where needed, select the clauses you want to keep, and click **Create New Clause**. Acknowledge the generative AI disclaimer to save the records. For more details, see [Create Regulation and Policy Clauses](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_clause_extraction_draft_clauses.htm&type=5&language=en_US). <!-- document id=697b11d99ee245ed1933efed1a5fc14e953962a2783582db2d5d6980e349b0f3 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_prnt.md --> # Facilities Management Templates Use these templates to manage the lifecycle of physical workspace services and office utilities. Provide employees with structured intake forms for temperature adjustments, maintenance requests, and supply replenishment, ensuring consistent data capture and automated fulfillment workflows for your facilities and office operations teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Adjust AC Temperature](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_ac_temp.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request AC temperature adjustments across locations. - **[Report Building Maintenance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_building_mntnc.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report building maintenance issues. - **[Request Cleaning Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_cleaning_spprt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for cleaning support. - **[Request Minor Furniture Move](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_furntre_move.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for minor furniture moves. - **[Request New ID Badge](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_id_badge.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a new ID badge. - **[Request Printer Supplies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_printr_sppls.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for necessary printer supplies. - **[Request Office Supplies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fctls_offc_sppls.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for common office supplies. - **[Request Visitor Pass](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_visitor_pass.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a visitor pass. <!-- document id=9a3f2577d856a277bd3fa4e1e7f254e076517f3c1e2c4ceffdf1c6662d762fc9 url=/admin/current/en-us/service/264-0-0/console_lex_update_service_setup_assistant.md --> # Features Included in the Service Setup Assistant The Service Setup Assistant walks you through essential setup tasks to get Agentforce Service (formerly Service Cloud) up and running. After a few clicks, your team can start using key service features that are configured with optimal settings and layouts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30101e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e58 ">To set up a Lightning Service Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Service Cloud User</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e58 "> To run the Service Setup Assistant: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e58 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The Service Setup Assistant and Service Setup app aren't available in orgs created in Spring '26 or later. Instead, you can set up service features in Salesforce Go. Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. The Service Setup Assistant completes these tasks for you. If you already completed some of the tasks, no problem—the Assistant doesn’t overwrite your existing configurations. The Assistant may add “Preconfigured” to the end of settings such as queue or permission set names to avoid conflicts with any existing configurations. ## Core Tasks <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e125">Task</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e128">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e131">Where to Find It</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e134">Available Since</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Create a custom Lightning Service Console app</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 ">This app serves as the service home base for service reps and supervisors.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 ">In the App Launcher, click the Service Console app containing your business name or the word “Preconfigured.”</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Winter ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Create Service Admin and Service rep user profiles</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 ">These profiles provide access to standard service features. New permissions are added to the profiles each release.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 ">Manage user profiles on the Profiles page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Winter ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Assign licenses and permission sets</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 ">When you add users, decide which features they need access to. The Assistant assigns feature licenses and permission sets, and lets you know how many licenses are available.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 "> <p>Manage permission sets on the Permission Sets page in Setup.</p> <p style="margin-bottom:0;">Manage individual users’ settings on the Users page in Setup.</p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Summer ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Provide sample cases, flow recommendations, macros, knowledge articles, and quick text</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 "> <p>Select the option to add sample service data, right above the Service Setup Assistant toggle. The sample data shows you best practices for working with Service Cloud, and you can customize or delete the data to your preference. </p> <ul> <li>If you have validation rules in place, any sample records for cases, flow recommendations, macros, knowledge articles, and quick text data loaded into your new Service app might activate any automations or triggers from those records.</li> <li>Some of the sample data requires extra feature licenses, like Knowledge. We’ll add only the sample data that you can access.</li> </ul> </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 "> <p>Manage cases on the Cases tab.</p> <p>Manage flow recommendations on the Actions & Recommendations page in Setup.</p> <p>Manage knowledge articles on the Knowledge tab.</p> <p>Manage quick text on the Quick Text tab.</p> <p style="margin-bottom:0;">Macros appear for service reps in the macro utility on cases in the console. To let service reps see a macro, <a href="https://help.salesforce.com/articleView?id=service.macros_sharing_lex.htm&type=5&language=en_US" target="_blank">share it with them</a>.</p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Summer ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Provide feature walkthroughs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 ">Help service reps learn how to use quick text, macros, email templates, and more by displaying step-by-step walkthroughs.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 ">Users see walkthroughs the first few times they use a feature.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e125 ">Enable Surveys and create sample surveys</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e128 ">Get feedback from your customers on their service experience with the Customer Satisfaction and Net Promoter Score sample surveys. Share the surveys using two email templates that link to them.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e131 "> <p>On the Surveys page in Setup, create a copy of a sample survey for your own use or start from scratch. To learn more, see <a href="https://help.salesforce.com/articleView?id=xcloud.concept_send_email.htm&type=5&language=en_US" target="_blank">Send Survey Invitations by Email</a>.</p> <p style="margin-bottom:0;">Manage Lightning email templates from the Email Templates tab.</p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e134 ">Winter ’22</td> </tr> </tbody> </table> ## Knowledge Tasks <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e286">Task</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e289">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e292">Where to Find It</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e295">Available Since</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e286 ">Enable Knowledge and create a Knowledge profile and permission set</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e289 ">When you add users to your Service app, assign them the Knowledge license so they can access Knowledge.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e292 ">Manage individual users’ settings on the Users page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e295 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e286 ">Create a Knowledge article layout, global action, and Channel Mapping configurations</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e289 "> <p>This task creates:</p> <ul> <li>Optimized record page for knowledge articles that includes a compact layout, Article Tools and Feed tabs, and a Compare Versions component</li> <li><strong class="uicontrol">New Article</strong> global action</li> <li>Channel Mapping configurations that give service reps article-specific responses to use when inserting articles into emails</li> </ul> <p style="margin-bottom:0;">This task is skipped in Professional Edition orgs where field-level security isn’t enabled.</p> </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e292 "> <p>Manage global actions on the Global Actions page in Setup.</p> <p style="margin-bottom:0;">To manage channel mappings, from the Object Manager in Setup, click <strong class="uicontrol">Knowledge</strong>, then click <strong class="uicontrol">Communication Channel Mappings</strong>. To manage knowledge page layouts, from the same Knowledge page in the Object Manager, click <strong class="uicontrol">Page Layouts</strong>. </p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e295 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e286 ">Create a help center</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e289 ">Add knowledge articles and branding, and publish your help center to give customers a place to resolve straightforward questions without contacting your support team. For complicated issues, customers can use a simple web form to create a case.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e292 ">Manage and publish your help center on the Help Center page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e295 ">Summer ’21</td> </tr> </tbody> </table> ## Case Management and Routing Tasks <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e393">Task</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e396">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e399">Where to Find It</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d30101e402">Available Since</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Create a Case record layout</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Get an optimized page layout for cases that includes key quick actions and page components.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">To manage case page layouts, from the Case page in the Object Manager, click <strong class="uicontrol">Page Layouts</strong>. </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Winter ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Turn on Email-to-Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Complete basic setup steps for adding an email support channel. </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage Email-to-Case on the Email-to-Case page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Winter ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Create Email-to-Case queue and configure Email-to-Case settings</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 "> <p>Forwarding must be activated to work with Email-to-Case. For specific forwarding instructions, check with your email provider.</p> <p style="margin-bottom:0;">During setup, Salesforce sends a confirmation email. Follow the steps in the email to finish setting up Email-to-Case.</p> </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage Email-to-Case on the Email-to-Case page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Winter ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Set up Omni-Channel and configure case routing</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Complete basic setup steps for Omni-Channel. If Omni-Channel was ever enabled in your org, this task and the next three tasks are skipped.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage Omni-Channel on the Omni-Channel Settings page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Enable Messaging & Messaging routing</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Complete basic setup steps for Messaging, like creating a queue. If Messaging was ever enabled in your org, this task is skipped.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage Messaging on the Messaging Settings page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Enable Enhanced Chat & Messaging routing for in-app and web</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Complete the basic setup steps for Enhanced Chat. Activate the messaging channel and agree to its terms and conditions. Assign service reps two permission sets: Omni Presence Status for Service Messaging with Enhanced Chat along with Messaging for In-App and Web User Permission Set License. Add service reps to the queue named Service Messaging with In-App and Web. </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 "> <p>Manage the messaging channel on the Messaging Settings page in Setup.</p> <p>Manage permission sets on the Permission Sets page in Setup.</p> <p style="margin-bottom:0;">Manage queues on the Queues page in Setup.</p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’24</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Create Case and Messaging permission sets</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">When you add users to your Service app, assign them Messaging licenses to let them access the features.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage permission sets on the Permission Sets page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Create Case Status picklist values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 "> <p>Create values for the Status field on cases. The values can be used for case merging, status-based email notifications, and other features.</p> <ul> <li>New</li> <li>In Progress</li> <li>On Hold</li> <li>Waiting for Customer</li> <li>Escalated</li> <li>Merged</li> <li>Closed</li> <li>Response Received</li> </ul> <p style="margin-bottom:0;">You can modify or delete them or add your own. If you’ve already added values, this task is skipped.</p> </td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">From the Object Manager in Setup, click <strong class="uicontrol">Case</strong>, then click <span class="menucascade"><strong class="uicontrol">Fields and Relationships</strong> | <strong class="uicontrol">Status</strong></span> to see the picklist values.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Enable Case Merge</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Let service reps merge duplicate cases.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 ">Manage your Case Merge settings on the Case Merge page in Setup.</td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Spring ’21</td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e393 ">Set up automatic email notifications for case updates</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e396 ">Automatically email the case contact when a case is created, updated, assigned, and closed.</td> <td data-label="Where to Find It" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e399 "> <p>Manage Lightning email templates from the Email Templates tab. Click the Public Email Templates folder to view the sample templates.</p> <p style="margin-bottom:0;">Manage support settings on the Support Settings page in Setup.</p> </td> <td data-label="Available Since" class="slds-cell-wrap" style="vertical-align:top;" headers="d30101e402 ">Summer ’21</td> </tr> </tbody> </table> Service Setup Assistant modifies the following settings on the Support Settings page in Setup. | Setting | Default Value (If Not Already Set) | | --- | --- | | Default Case Owner | Default Case Owner Queue | | Automated Case Owner | Admin User | | Case Creation Email Template | Case Created or Updated (Sample) | | Case Assigned Email Template | Case Assigned (Sample) | | Customer Feedback Survey | Customer Satisfaction | | Notify Case Owner of New Case Comments | Enabled | | Enable Email Drafts | Enabled | | Show Email Attachments in Case Attachments Related List | Enabled | ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Some of the features that the Service Setup Assistant sets up for you require extra licenses or configuration steps. If you don’t have a license needed for a particular task, the task is skipped. - Knowledge requires a Knowledge license. - Case routing requires a Service license or Digital Engagement license. - Messaging requires a Digital Engagement license. - Macros requires a Service license. - To access Knowledge, Case, and Messaging, users must be assigned a feature-specific license and permission set. If a feature seems to be missing after setup is complete, review the requirements to make sure that you meet them. If the review doesn’t solve the issue, contact Salesforce Customer Support. #### See Also - [Add Service Channels](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&type=5&language=en_US) - [Lightning Service Console](https://help.salesforce.com/articleView?id=service.console_lex_service_intro.htm&type=5&language=en_US) <!-- document id=a693f5770bda88178b295eb105c0888abea931246de3d844190349076cd51ac6 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_features.md --> # Features of the Scheduling Console Learn how the Scheduling Console works in Agentforce Field Service and Operations (formerly Field Service). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Enhanced Live Updates The [Enhanced Live Updates](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_live_update_parent_topic.htm&type=5&language=en_US) push mechanism keeps the Scheduling Console consistently live and up-to-date. This validates real-time accuracy, reduces unnecessary refreshes, and ensures stable performance during high-volume operations. This feature is enabled by default. ## Scheduling Console Header The Scheduling Console header is where you can select a scheduling policy, create resource absences, optimize your schedule, open the Activity Tracker, show the map, and define the Gantt and appointment list settings. ![Scheduling Console header showing controls for the map, resource absences, optimization, Activity Tracker, scheduling policy, and settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_header.png) In the header, you can: - Open the Gantt and appointment list settings (1). - Open the map (2). - Open the Activity Tracker (3). - Create a resource absence (4). - Select a scheduling policy (5). - Optimize your schedule (6). ## Resizable Separators Resizable separators between the Gantt, the service appointment list, and the map let dispatchers adjust the size of each area to fit their workflow. Drag a separator to give more room to the area you're focused on. Your separator positions are sticky. When you adjust a separator, the console remembers the position and applies it the next time you open the Scheduling Console, so you don't have to set up your layout again. ## Service Territory Settings in the Gantt From **Settings**, you can select the service territories to show their scheduling information on the Gantt. ![Settings panel showing Service Territories selection options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_service_territory_settings.png) - Under **Settings**, select **Service Territories** (1). - Search for service territories (2). - Select some or all service territories (3). You can select service territories to add them to the **Starred** tab for quick access. ## Gantt View Options From **Settings**, you can filter out non-working hours, and select the Gantt view options. ![Settings panel showing Gantt view options including display times, week numbers, weekends, and first day of week](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_gantt_view_options.png) - Under **Settings**, select **Gantt and Appointment List** (1). - Under Gantt, select the Gantt display times (2). - Select whether to show week numbers and weekends on the Gantt (3). - Select the first day of the week that shows on the Gantt (4). - Select whether to enable appointment snapping (5). When enabled, appointments dragged from the Gantt, appointment list, or map snap to align with the nearest neighboring appointment. The snap interval is set in minutes by your admin. See [Customize the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_customize_settings.htm&type=5&language=en_US). - Select up to three custom views based on your planning needs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Gantt uses the service territory's time zone. Individual user time zones aren't supported. ## Appointment List Settings From **Settings**, you can detach the service appointment list from the Gantt's date range and the Gantt's loaded service territories. ![Settings panel showing Appointment List settings for matching Gantt service territories and dates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_appt_list_settings.png) - Under **Settings**, select **Gantt and Appointment List** and then select **Appointment List** (1). - Select whether to match the appointments shown in the service appointments list with the service territories shown on the Gantt (2). This setting is selected by default. When deselected, the service appointment list is detached from the Gantt. Dispatchers are shown any service appointment that meets the list criteria and is within their viewing permissions, including appointments without an assigned service territory. In terms of live updates, only appointments that match the Gantt's service territories are updated dynamically. - Select whether to match the appointments shown in the service appointments list with the date range shown on the Gantt (3). This setting is selected by default. When selected, the service appointment list shows appointments that are either currently scheduled on the Gantt or can be scheduled on the Gantt within the visible date range. In other words, these appointments fall within the Early Start and Due Date (or arrival window) fields. When deselected, all appointments that meet the service appointment list criteria and are linked to the Gantt's service territories are shown, regardless of their time frame. In terms of live updates, the default date range for Gantt updates is set to 7 days before and 30 days after the current date. ## Resource Absences Create resource absences on the Gantt for service resources to indicate when a resource is unavailable to work. To help dispatchers maintain focus, admins can customize the fields shown in the Create Resource Absence side panel from the Resource Absence page layout in Setup. ![Create Resource Absence side panel showing fields for service resource, date range, description, and absence type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_resource_absences.png) - Under **Create**, select **Resource Absence** (1). The **Create Absence** action is also available from the service resource popover when hovering over a resource in the service resource list or from the action bar when selecting a resource from the list. - Enter the service resource name, the absence date range, a description, and absence type (2). ## Gantt Configuration The Gantt contains the resource list on the left and the schedule view on the right. When you open the map, it appears on the right side of the Gantt. From the Gantt header, you can adjust the Gantt resolution, jump to a specific date, or go back to the current date. You can also search, sort, and filter the service resources shown on the Gantt. ![Gantt header showing controls for Gantt resolution and date navigation, and search, sort, and filter controls for service resources](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_configure_gantt.png) - Select the Gantt resolution (1). The resolution is set to 1 day by default. You can select a daily or weekly resolution, or a long-term resolution such as 2 weeks, 1 month, or 6 months to plan long-cycle work. See [Long-Cycle Work and Long-Term Views in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_long_term_views.htm&type=5&language=en_US). - Use the search bar to search for service resources (2). You can only search by resource name. Use a comma to search for multiple service resources. - Sort the service resources list by resource name, resource type, or resource utilization (3). - Filter the service resources list by resource type or skills (4). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Background colors [applied to shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&type=5&language=en_US) are shown on the Gantt to help dispatchers distinguish between different shift types. ## Advanced Filtering Advanced filtering options help dispatchers focus their view on the most relevant service resources. They can filter by skills or resource type to reduce visual noise and narrow the schedule to exactly what they need. Filter the Gantt’s service resource list by resource type (1), and select a resource type (2). ![Filter side panel showing resource type filter options on the Gantt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_advanced_filter_resource_type.png) Filter the Gantt’s service resources list by skills (1), and enter one or more skills in the Value field (2). ![Filter side panel showing skills filter with a Value field for entering skill criteria](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_advanced_filter_skills.png) ## Service Resource Utilization See how busy each service resource is at a glance with real-time utilization percentages displayed directly on service resource tiles. When a customer requires immediate service or a schedule is disrupted, dispatchers can quickly identify who is available, balance workloads, and maintain service quality. The utilization percentage updates automatically as appointments are scheduled, rescheduled, or canceled. Service resource utilization is the percentage of a resource's available working hours that are scheduled for work or travel. It's calculated as follows: Resource Utilization % = (Scheduled Work Time + Scheduled Travel Time) ÷ (Working Hours − Absence Hours) | Term | Description | | --- | --- | | Scheduled Work Time | Duration of assigned service appointments within the selected date range. | | Scheduled Travel Time | Estimated travel time between service appointments within the selected date range. | | Working Hours | Total available working hours based on the service resource's defined operating hours. | | Absence Hours | Hours within the service resource's defined operating hours marked as unavailable due to approved absences, such as vacation, sick leave, or training. | To see how a resource's time is distributed, hover over or click the utilization percentage on the resource tile within the service resource list. A breakdown popover appears showing time allocated to work, travel, absence, and availability (1). ![Popover showing a percentage breakdown of a service resource’s utilization](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_resource_utilization.png) The utilization breakdown reflects the currently selected Gantt resolution. You can adjust the resolution to see a resource's utilization for a different date range. ## Service Territory Utilization View the aggregate utilization for each service territory at a glance to strategically manage your workforce. Dispatchers can identify regional imbalances, compare territory workloads, and make informed decisions about service resource allocation and cross-territory support. The utilization percentage updates automatically as appointments are scheduled, rescheduled, or canceled for any resource within the service territory. Each territory is listed with its aggregate utilization percentage. Service territory utilization is the percentage of total scheduled time for all service resources in a service territory relative to their total available working hours. It's calculated as follows: Territory Utilization % = (Sum of All Scheduled Work Time + Sum of All Scheduled Travel Time) ÷ (Sum of All Working Hours − Sum of All Absence Hours) | Term | Description | | --- | --- | | Scheduled Work Time | Total duration of assigned service appointments for all service resources in the service territory within the selected date range. | | Scheduled Travel Time | Total estimated travel time between service appointments for all service resources in the service territory within the selected date range. | | Working Hours | Total available working hours for all service resources based on their defined operating hours. | | Absence Hours | Total hours marked as unavailable due to approved absences, such as vacation, sick leave, or training, for all service resources within their defined operating hours. | To see how time is distributed across a service territory, hover over or click the utilization percentage located next to the service territory name within the service resource list. A breakdown popover appears showing the aggregate totals for work, travel, absence, and availability (1). ![Popover showing a percentage breakdown of a service territory’s utilization](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_territory_utilization.png) The utilization breakdown reflects the currently selected Gantt resolution. You can adjust the resolution to see service territory utilization for a different date range. ## Service Appointment Side Panel The Service Appointment side panel lets you view and edit service appointment details directly from the Scheduling Console, while staying within the context of the Gantt and appointment list. **Opening the Side Panel** You can open the Service Appointment side panel in several ways. ![Service Appointment side panel showing appointment details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_features_appt_side_panel.png) - In the Service Appointment popover—accessible from the Gantt, appointment list, or map—click the side panel icon (1). - Review the service appointment details (2). To open the side panel, you can also double-click a service appointment tile on the Gantt or a service appointment marker on the map. The side panel organizes service appointment information across tabs. By default, the panel opens on the Details tab. | Tab | Description | | --- | --- | | Details | Service appointment fields organized in sections, such as Service Appointment Info, Date & Time, and Address. | | Parent Record | Fields from the parent record, such as the work order, work order line item, or account. | | Related | Related lists linked to the parent record, such as work order line items, skill requirements, and resource preferences. | | Service Appointment Lifecycle | A timeline of scheduling history for the service appointment, showing changes such as status updates, service resource assignments, and rescheduling. See [Monitor Scheduling History with Service Appointment Lifecycle](https://help.salesforce.com/s/articleView?id=service.pfs_service_appointment_lifecycle.htm&type=5&language=en_US). | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Additional tabs may be available based on your org's configuration. The Service Appointment Lifecycle tab appears in the side panel only if Service Appointment Lifecycle was enabled before using the Scheduling Console for the first time. If it wasn't, ask your admin to add the tab manually in the Service Appointment Side Panel Lightning page. See [Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&type=5&language=en_US). While the side panel is open, you can switch to a different service appointment by double-clicking another appointment tile on the Gantt. The panel refreshes to show the newly selected appointment's details. **Editing from the Side Panel** You can edit fields directly from the side panel by clicking the pencil icon next to any editable field, or double-clicking the field itself. You can also open the side panel directly in editing mode by clicking **Edit** in the Service Appointment popover, or by selecting a service appointment on the Gantt or appointment list and clicking **Edit** in the action bar. From the Details tab, you can edit service appointment fields. From the Parent Record tab, you can edit the parent record fields. In the Related tab, you can create, edit, and delete related list records. In editing mode, double-clicking another service appointment tile on the Gantt exits editing mode and loads the new appointment in the panel. <!-- document id=24bdc35eda9e10bb820657d72c31f74748d979ce3567f5bf00398f249f1cf87d url=/admin/current/en-us/service/264-0-0/fs_updates.md --> # Field Service Desktop Updates Stay in the know about releases for Agentforce Field Service and Operations (formerly Field Service). This article includes information on the release cadence for major, patch, and daily releases—also known as emergency releases—for core and managed package features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Release Maintenance Types Agentforce Field Service and Operations has three types of releases, which align with Salesforce maintenance types: major releases, patch releases, and daily releases. So you can best prepare for changes, here’s a description for each type of release, including the length of their associated beta testing period. | Release Type | Description | Frequency | | --- | --- | --- | | Major release | Updates Salesforce Field Service with new features. The beta period is approximately 30 days. | Three times per year | | Patch release | Deploys changes and fixes as needed to address significant, but nonemergency, customer impacting issues. The beta period is 7 days. Check out [Field Service Desktop Monthly Updates](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_desktop_updates.htm&language=en_US) to learn more. | As needed | | Daily release (also known as emergency release) | Deploys fixes to emergency customer-impacting issues as needed. No beta period, because daily releases are deployed on an emergency basis. | As needed | ## Release Calendar and Communication ![Timeline for Field Service releases](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/FieldServiceAppReleaseTimeline_updated.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. <!-- document id=99b2bff4c0bbf0951dd09ebbff4866746768267b074bbaab661c3d6412dca019 url=/admin/current/en-us/service/264-0-0/fse_data_exporter.md --> # Field Service Edge Data Exporter The Data Exporter tool helps Field Service Edge customers quickly transition to Salesforce Field Service. It does this using a workflow-based process that exports business data objects automatically and reliably. For additional information, download these files: - [FSE Data Exporter: Usage Bands & Best Practices](https://org62.my.salesforce.com/sfc/p/#000000000062/a/ed000000QQmr/lFQNDJteC5pcUYAnNWQqzJRhEC5u25s85a.bacvcSps) - [FSE to SFS Data Migration Methodology](https://org62.my.salesforce.com/sfc/p/#000000000062/a/ed000000QuHt/YP0qFbA.G.EjYZRBdRn3s_2F.2AsPIhgl9whfbi.nQA) - **[Get Started](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_get_started.htm&release=264.0.0&type=5)** Start working with the Data Exporter Tool. - **[Select Objects](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_select_objects.htm&release=264.0.0&type=5)** Select the objects to export. - **[Configure Export Preferences](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_export_pref.htm&release=264.0.0&type=5)** Configure your export preferences. - **[Export Results](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_export_results.htm&release=264.0.0&type=5)** View the export results. - **[Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_known_issues.htm&release=264.0.0&type=5)** Review the known issues for the Data Exporter tool. <!-- document id=7f281c0debbb3bdf6fa2d5c14ac04b5c9c3a62198d1ba6ed230d1156d2ed7376 url=/admin/current/en-us/service/264-0-0/pfs_enhanced_error_messages.md --> # Field Service Enhanced Scheduling and Optimization Error Messages Error messages indicate that something is blocking the operation or automation of scheduling and optimization services. Errors can occur due to operational issues, invalid data, logic configuration, or incorrect setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Identify enhanced scheduling and optimization issues and their root cause with detailed error messages that provide insight into the underlying causes of the issue and promote self-sufficient troubleshooting. The error messages include relevant entity IDs, when applicable, and provide actionable guidance. This information aids service managers, implementers, and administrators in resolving problems efficiently. The table shows common errors that occur during scheduling and optimization operations. - Error label: Represents the error code for monitoring and statistical purposes. - Error message: Includes text displayed in the user interface, logs, or activity reports (depending on the specific operation). The message provides specific error details, including relevant entity IDs about the occurrence of the error. - Potential resolution: Suggests steps to mitigate the issue and prevent error recurrence. You can then adjust configurations or rectify data to resolve the issue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Activity Reports provides information about all scheduling and optimization requests that you initiate. You can generate an activity report for a specific request type, such as Global Optimization. If the request fails, the relevant error label shows in the report output. This helps you easily identify and resolve the issue. See [Review the History of Scheduling and Optimization Requests with Activity Reports (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50.505050505050505%"> <col style="width:24.242424242424242%"> <col style="width:25.252525252525253%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d120972e109">Error Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d120972e112">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d120972e115">Potential Resolution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Action_Not_Allowed_More_Than_One_Absence_Update_That_Involves_MDT</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't [action type: delete, insert, update] resource absence because it affects more than one multiday service appointment: [SAID1, SAID2]. Make sure that your optimization request includes only one multiday service appointment and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>A resource absence can’t be created or modified if it overlaps with multiple multiday service appointments.</p> <p>To fix this:</p> <ul> <li>Make sure that there is only one multiday service appointment in the optimization request. Schedule the multiday work manually and then pin it. </li> <li>Schedule the multiday work manually and then pin it.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Canceled_SAs_Are_Not_Allowed_In_A_MST_Chain</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can't schedule a complex work chain [SA ID1, SA ID2, SA ID3,...] that includes canceled service appointments. Remove the dependency from service appointment [SA ID] and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>A complex work chain must be scheduled in its entirety to maintain all service appointments together according to their dependencies. Partial scheduling of the complex work chain isn’t supported. The complex work chain is scheduled as a whole, or not at all.</p> <p>When a service appointment is canceled, it can’t be assigned to a service resource to ensure the resource's availability for other valid appointments. If any service appointment within the complex work chain can’t be scheduled, such as when it's canceled, the entire chain can’t be scheduled.</p> <p>To fix this:</p> <ul> <li>Remove the canceled service appointment from the complex work chain by ensuring it has no dependencies on other service appointments, and that other appointments in the chain aren’t dependent on it.</li> <li>If necessary, update the status of the canceled service appointment based on the configured appointment status flow.</li> </ul> <p style="margin-bottom:0;">The service appointments within the complex work chain can still be manually scheduled and pinned. If you manually schedule these appointments, the appointments are flagged as rule-violating and removed by the scheduling and optimization processes, unless they’re pinned or included in the Keep Scheduled criteria.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Cannot_check_rule_validations_for_unscheduled_appointments</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can’t check rule validations for service appointments that aren’t scheduled: [SA ID1, SA ID2, ...]. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Unscheduled service appointments aren’t subject to scheduling rules compliance.</p> <p style="margin-bottom:0;">To fix this, schedule the service appointments and then check rules, or avoid checking rules at this time. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Cannot_found_the_invoked_Service_Appointment</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find the invoked service appointment [invoked SA Id]. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">To fix this, verify the validity of the service appointment. If the problem persists, contact Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Cannot_Query_TimeZone_For_OH</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't query the time zone information for Operating Hours [OHID] because you don't have the required permissions. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>You don’t have permission to access the operating hour’s time zone.</p> <p style="margin-bottom:0;">To fix this, ask your Salesforce admin to grant you access to query operating hours.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Conflicting_Working_Territories</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">There are conflicting Working Territories work rules in your [Policy Name] scheduling policy. Review and update the scheduling policy and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The scheduling policy has conflicting Working Territories work rules. This conflict can be due to: </p> <ul> <li>How the fields in the Working Territories work rules are defined.</li> <li>Overlapping criteria that the Working Territories work rules apply to.</li> </ul> <p style="margin-bottom:0;">To fix this, review the Working Territories rules in the scheduling policy and update the rule definitions accordingly.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Cycles_Are_Not_Allowed_In_A_MST_Chain</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the [requestType] request because you can't have circular dependencies between service appointments that are part of a complex work chain. Fix the dependencies and try again: [taskIDs]</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Complex work chains can’t have circular dependencies within the chain such that the service appointment dependencies in the chain create a loop. For example, you can’t have service appointment SA1 with the Same Start dependency on service appointment SA2, while at the same time service appointment SA2 has a Start After Finish dependency with service appointment SA1. Or, service appointment SA1 has a Start After Finish dependency on service appointment SA2, while service appointment SA2 has a Start After Finish dependency on service appointment SA1.</p> <p style="margin-bottom:0;">To fix this, remove invalid dependencies from service appointments in the complex work chain.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Enhanced_Match_No_Linking_Object</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the [ReqType] request because the Extended Match work rule [ruleID] isn't configured correctly. Add the Linking Object and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The Extended Match work rule functionality is based on linking two objects via a junction object. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&release=264.0.0&type=5" title="Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object.">Work Rule Type: Extended Match</a>.</p> <p style="margin-bottom:0;">To fix this, open the work rule settings for the Extended Match work rule identified in the error. Make sure that the Linking Object and Linking Object Reference fields are set with the correct values.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">External_Identifier_is_missing</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find an external identifier in the optimization request. Add an external identifier. Or, ask your Salesforce admin for help and provide the transaction ID: [txID]</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>An external reference ID is the transaction ID that is used internally.</p> <p style="margin-bottom:0;">To fix this, review your customizations and check that each API call for optimization request has the external identifier set. Refresh and try again, or contact your Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Infeasible_SA_Partially_Overlaps_With_Out_Of_Domain_Complex_Work_SA</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the request because service appointment [service Id] [starts/ends] outside of the horizon and partially overlaps with a service appointment that has dependencies and is outside of the horizon. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The service appointment overlaps with another service appointment that’s part of a complex work chain. </p> <p>To fix this:</p> <ul> <li>Identify where the service appointment overlaps with a service appointment that’s part of a complex work chain, and reschedule the service appointment manually so that it doesn’t overlap with it. We recommend scheduling the service appointment to a non-rule-violating position.</li> <li>Unschedule the service appointment and then reschedule it using a scheduling operation.</li> <li>Unschedule the whole complex work chain and reschedule it.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">INVALID_FIELD</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't optimize the schedule because the platform integration user is missing the required permissions. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The platform integration user (PIU) doesn’t have the required access permission.</p> <p style="margin-bottom:0;">To fix this, make sure that the PIU has the required access permissions. Or, ask your Salesforce admin for help. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Json_Exceeds_Heap_Size_Limit</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t schedule or optimize the service appointments because you reached the data loading limit. Reduce the number of service resources or service appointments in your request. Or, ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Data loading is limited to 5000 service appointments or 6000 objects per request. The request has exceeded this limit.</p> <p>To fix this, reduce the number of objects sent in one of these ways:</p> <ul> <li>Reduce the defined horizon.</li> <li>Reduce the number of service territories sent in the request.</li> <li>Apply criteria to the service appointments that you want to optimize in the request.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">KeepApptScheduledFieldInvalidField</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 "><Field name> doesn’t exist or isn’t a boolean field. Enter a valid service appointment boolean field name.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The Keep Scheduled functionality is based on a boolean field criteria. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5" title="Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.">Manage Scheduled Jobs in Field Service</a>. The selected field name doesn't exist or isn't a boolean.</p> <p style="margin-bottom:0;">To fix this, open the scheduling service setting and make sure the field selected for keeping appointments scheduled is valid, spelled correctly, and boolean. Save your setting changes and try again.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Missing_Default_Scheduling_Policy</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the [requestType] request because there’s no default scheduling policy set for the Dispatcher Console UI in Field Service Settings. Ask your Salesforce admin to define the default scheduling policy and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Every scheduling action requires a scheduling policy. Scheduling actions triggered for the Classic Dispatch Console can’t be performed without a default scheduling policy defined for the dispatcher console UI.</p> <p style="margin-bottom:0;">To fix this, ask your Salesforce admin to define the default scheduling policy. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Missing_Gap_Rule_For_STMS</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find the Resource Availability work rule in the [Policy Name] scheduling policy for service territory member [stmId]. Add the work rule and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Every scheduling and optimization operation requires a scheduling policy that defines the scheduling rules and objectives. Every scheduling policy must include a Resource Availability work rule to define the resource’s working hours and breaks.</p> <p>To fix this:</p> <ul> <li>Open the scheduling policy indicated in the error message, and make sure a Resource Availability work rule is included. If you already have a relevant Resource Availability work rule, you can select it, or you can create a Resource Availability work rule and add it to the scheduling policy. </li> <li>Make sure that the Resource Availability work rule criteria include the relevant service resources for this policy.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Missing_object_permissions</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't [action type] the Service Appointment because you don't have permissions for the Service Appointment object. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>You don’t have the relevant permissions to perform the action on the specified object.</p> <p style="margin-bottom:0;">To fix this, ask your Salesforce admin to assign the relevant permission to the specified object type for users triggering the optimization services on those objects. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Missing_Schedule_Result</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't schedule service appointment [SA ID] because something went wrong in the scheduling process resulting in an empty schedule. Contact your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The system returned an empty optimization result.</p> <p style="margin-bottom:0;">To fix this, refresh and try again, or contact your Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Missing_Scheduling_Policy</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the {request type} request because scheduling policy [scheduling policy ID] doesn’t exist. Make sure that the provided policy ID is valid, or set a default policy in the Dispatcher Console UI in Field Service Settings.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Every scheduling action requires a scheduling policy. The scheduling policy sent as part of the scheduling operation couldn't be found. This can happen if the scheduling policy is deleted. Scheduling actions triggered for the Classic Dispatch Console can’t be performed without a default scheduling policy defined for the dispatcher console UI.</p> <p style="margin-bottom:0;">To fix this, ask your Salesforce admin to define the default scheduling policy.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">MST_Chain_Must_Contains_No_More_Than_X_Tasks</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the [requestType] request because service appointment [taskId] is part of a complex work chain that includes more than [X- parameter] service appointments. Drag the service appointment to schedule it.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>A complex work chain can have a maximum of 5 service appointments in the chain, otherwise it can’t be scheduled. </p> <p>To fix this:</p> <ul> <li>Schedule the long complex work chain manually and then pin it. </li> <li>Split the long complex work chain into 2 shorter complex work chains.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">NoCandidates</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't get candidates for the service appointment because there aren't any service resources that match the requirements. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>To find candidates, you need a service resource that’s located in the area, has the relevant skills and availability, and complies with any relevant work rules set. </p> <p>To fix this:</p> <ul> <li>Make sure you have service resources in the area with the relevant service territory assigned as primary or secondary during the appointment’s time frame.</li> <li>Make sure there are service resources that comply with all the set work rules.</li> <li>Make sure you have service resources with relevant availability during the appointment window time.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">No_Operating_Hours_specified_in_request</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find operating hours in the [request Type] request. Add operating hours and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Scheduling and optimization services require operating hours data.</p> <p style="margin-bottom:0;">To fix this, check that all service resources have operating hours.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">No_Primary_Or_Relocation_STMs</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the [request type] request because service resource [resource ID] doesn't have primary or relocation service territory memberships between [StartDate] and [EndDate]. Define the service territory memberships for this time period and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Service resources must have a primary service territory or a relocation service territory assigned to them whenever work is scheduled. </p> <p style="margin-bottom:0;">To fix this, make sure that the service resource has an assigned primary service territory or relocation service territory within the specified date range. We recommend that you check that the service resource always has primary or relocation service territory membership</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">No_Timeslots_in_AB_Operating_Hours</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't find any time slots for service appointment [SA ID] within the default operating hours [OH ID]. Define the time slots and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>This error indicates that there’s no overlap between when the relevant service resources are available to handle this service appointment, and when the service appointment can be scheduled in terms of available time slots. </p> <p>To fix this, make sure that there’s an overlap between the service resource availability and when the service appointment can be scheduled. </p> <ul> <li>Review the operating hours for the relevant service resource candidates (candidates with matching skills and service territory memberships). </li> <li>Make sure the time slots overlap (coincide) with the relevant service resources’ operating hours. If there’s no overlap, update the operating hours accordingly. </li> <li>Update the relevant service resources’ operating hours to overlap with the time slots.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 "> Not_Valid_C2C_Token </td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the [request type] request because there isn't a valid C2C token. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">To fix this, refresh and try again. Or, ask your Salesforce admin for help.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">O2_Is_Not_Enabled_Error_Message</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the [Request type] request because Enhanced Scheduling and Optimization isn't enabled. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Enhanced Scheduling and Optimization isn’t enabled.</p> <p style="margin-bottom:0;">To fix this, see <a href="https://help.salesforce.com/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US" target="_blank">Enable Enhanced Scheduling and Optimization</a>.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">O2_Rest_Utils_C2C_Error_Finish</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Contact your Salesforce admin and provide them with this error: <error message></td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>An internal error occurred.</p> <p style="margin-bottom:0;">To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">O2_Rest_Utils_C2C_Error_Title</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Looks like there’s a problem accessing the optimization service. </td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>An internal error occurred.</p> <p style="margin-bottom:0;">To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">O2_Rest_Utils_Callout_Error_Title</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Schedule optimization incomplete.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>An internal error occurred.</p> <p style="margin-bottom:0;">To fix this, we recommend that you try to trigger the action again or contact your Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">O2_Rest_Utils_Error_Operation_Called_Twice</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can’t call the same service more than once in the same transaction. Service type: [requestType]. Include this service type only once and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>To avoid concurrency issues, you can’t trigger the same service on the same data more than once at any time</p> <p style="margin-bottom:0;">To fix this, make sure only one transaction is triggered at a time. To identify who triggered an operation, ask your Salesforce admin to look at the <a href="https://help.salesforce.com/articleView?id=service.pfs_activity_reports.htm&type=5&language=en_US" target="_blank">Activity Report</a>.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Optimization_Request_Limit_Services</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't optimize the schedule because you reached the limit of service appointments per optimization request (request ID). Reduce the number of service appointments and try again, or ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The optimization request exceeded the 5000 service appointment limit.</p> <p>To fix this:</p> <ul> <li>Reduce the number of service territories in the optimization request.</li> <li>Reduce the optimization request horizon, or, if your whole dataset must be optimized, split the request into 2 optimization requests. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Optimization_Request_Limit_Territories</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't optimize the schedule because you reached the limit of service territories per optimization request (request ID). Reduce the number of territories and try again, or ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The maximum number of service territories optimized in a request is 100. The optimization request exceeded this limit.</p> <p>To fix this, reduce the number of service territories in the optimization request. Or, if your whole dataset needs to be optimized, split the request into 2 optimization requests.</p> <p style="margin-bottom:0;">We recommended that you review <a href="https://help.salesforce.com/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US" target="_blank">Manage Scheduled Jobs When Using Enhanced Scheduling and Optimization</a> to learn more.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Overlapping_Absences_Error_Details</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can’t have overlapping breaks in your optimization horizon. Remove the overlaps for resource [Resource ID] during [Date range], and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Breaks can’t overlap.</p> <p style="margin-bottom:0;">To fix this, review the service resource’s breaks within the horizon and identify the ones that overlap. Change the breaks so that they don’t overlap.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Overlapping_Shifts_Exception_Details</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't optimize the schedule because the travel time from the shift that ends at [firstShiftEnd] overlaps with the next shift that starts at [secondShiftStart] for service resource [invalidResourceId]. Shift times include the travel time to and from home at the expense of the service resource. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>A shift (including the job and travel time, or resource absence) can’t overlap with the next shift's job or travel time, or resource absence.</p> <p>To fix this: </p> <ul> <li>Make sure that the addresses on the shifts and the home base are well defined without typos or mistakes.</li> <li>Make sure that the addresses on the shifts and the homebase were geocoded properly and are valid coordinates (latitude and longitude).</li> <li>Change the location of the shift to be closer to the service resource’s home base.</li> <li>Relocate the service resource to a location closer to the shift location.</li> <li>Change the service resource’s home base if relevant. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Overtime_Not_At_End_Of_Day_Error_Details</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can’t have extended time slots that aren't at the end of the working day. Fix the time slots for resource [Resource ID] on [Date], and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The system supports overtime hours only at the end of the service resource’s working hours.</p> <p style="margin-bottom:0;">To fix this, update the overtime hours to be at the end of the shift during the optimized horizon.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Part_Of_Mst_Chain_Is_Infeasible</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't schedule the complex work chain because service resource [ResID] has appointments scheduled on [DateTimeID] that are pinned and outside of the resource's working hours: [SA ID1, SA ID2,...]. Fix the issue and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The system can’t move Pinned service appointments. </p> <p>A service appointment can be pinned in 2 ways:</p> <ul> <li>Each service appointment has a Pinned field. If this field is selected, the specific service appointment can’t be updated during optimization and it stays in its place. </li> <li>Implementers can define specific statuses as pinned statuses. All service appointments in these pinned statuses are treated as pinned and can’t be moved.</li> </ul> <p>To fix this:</p> <ul> <li>Review the resource specified on the date indicated and identify the service appointment that is a part of the complex work chain and pinned outside of working hours.</li> <li>Unpin the service appointment and move it manually to be within working hours (you can then pin it again). </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Pinned_And_Overlapping_Task_In_MST_Chain</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't schedule service appointment [invoked SA ID] because it's part of a complex work chain that includes a pinned and overlapping service appointment: [pinned and overlapping SAIDs]. Unpin the appointment or fix the overlap, and try again. </td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>When you reschedule a service appointment that’s part of a complex work chain, the whole chain is affected due to dependencies between the chained service appointments. The service appointment can’t be scheduled because it’s part of a complex work chain that includes a pinned service appointment that overlaps with another service appointment, travel time, or resource absence.</p> <p>To fix this:</p> <ul> <li>Unpin the pinned service appointment.</li> <li>Manually schedule the service appointment. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Recurring_SA_Frequency_Outside_The_Range</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t schedule recurring service appointments because the frequency is set to [Frequency Value], which is outside of the [lower range limit] - [upper range limit]) range required for the [Frequency Type: Weekly/Monthly/Yearly] frequency. Set the frequency correctly and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. To ensure scheduling as expected, the frequency of the recurrence pattern must correlate with the frequency range for the frequency type (Weekly, Monthly, or Yearly). The request includes a frequency and a range that don’t match.</p> <p style="margin-bottom:0;">To fix this, update the frequency to match the range required for the frequency type. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Recurring_SA_Not_Weekly_Frequency</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t schedule recurring service appointments because only the weekly frequency is supported in the recurrence pattern definition. Set the recurrence to Weekly and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. The defined recurrence pattern definition supports a weekly frequency. The request includes a frequency that isn’t weekly.</p> <p style="margin-bottom:0;">To fix this, change the recurrence frequency to Weekly.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Recurring_SA_Number_Of_Days_Is_Smaller</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t schedule recurring service appointments because the number of planned visits is set to [Num_Visits value], which is lower than the required weekly frequency [frequency value]. Set the values correctly and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. To ensure scheduling as expected, the frequency of the recurrence pattern must correlate with the number of visits (days). The number of days is less than the required frequency selected such that the frequency and the number of days in the request don’t match. </p> <p>To fix this:</p> <ul> <li>Update the number of visits to match the frequency.</li> <li>Update the frequency to match the number of visits. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Recurring_SA_Visit_Number_Less_Then_2</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t schedule recurring service appointments because the number of visits in the recurrence pattern is set to [Number={0,1}], which is used for non-recurring visits. Set the value to a number greater than 2 and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Recurring visits are a sequence of visits with the same features that require a repeating shift pattern. When the number of visits in the recurrence pattern is set below 2, the service appointments are considered standard non-recurring visits and there’s no recurrence pattern. </p> <p>To fix this:</p> <ul> <li>Update the number of visits to 2 or more. </li> <li>If this request is for a single visit, use the standard scheduling method for non-recurring visits (standard service appointments).</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">RequestTimedOut</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Your [Request type] request has timed out. Ask your Salesforce admin for help and provide the transaction ID: [txID]</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Some request types have a timeout defined in the system. </p> <p style="margin-bottom:0;">To investigate the timeout reason, contact your Salesforce admin and provide the transaction ID. Or, try to trigger the action again to be sure the error wasn’t a result of a momentary extreme load. </p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Resource_based_request_domain_limit_exceeded</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't reschedule the service appointment to the selected date because you reached the data loading limit. To schedule the appointment to a significantly later date, first unschedule the appointment and then schedule it to the required date.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>When rescheduling a service appointment, the current and new schedule horizons are considered. The combination of these horizons can create a request with a data horizon that exceeds the allowed limit.</p> <p style="margin-bottom:0;">To fix this, unschedule the service appointment and then reschedule it to the relevant date. This reduces the data loading of the original schedule.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">RFC_NoAccess</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t perform the request because you don't have access to the selected criteria field in recordset filter criteria rule [rule ID]. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Recordset filter criteria is used for designated work. You don’t have access permissions to the required recordset filter criteria field. </p> <p style="margin-bottom:0;">To fix this, provide access to the criteria field specified in the recordset filter criteria rules. Or, ask your Salesforce admin for help.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 "> Secondary_Bad_Config_No_Primary_Resource </td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find a primary or relocation service territory membership for service resource [resource ID]. This resource has one or more secondary service territory memberships. Define the missing service territory membership and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Service resources must have an assigned primary or relocation service territory if they have an assigned secondary service territory.</p> <p style="margin-bottom:0;">To fix this, assign a primary or relocation service territory to the resource.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Secondary_Bad_Stm_No_Start_Resource</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find a start date for one or more service territories that service resource [resource ID] is a member of. For example, service territory [Territory ID]. Add a start date and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>Each service resource allocated to a service territory must be assigned with the start date of allocation for this territory. If not, the system can’t identify when it can allocate jobs for the service resource in this territory.</p> <p>To fix this:</p> <ul> <li>Review the specified resource territory allocations for primary, secondary, and relocation territories.</li> <li>Make sure every allocation has a start date.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Service_Based_Bad_Request</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find details for service appointment [SA ID] in the [request Type] request type. Add the details and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">To fix this, verify the validity of the service appointment. If the problem persists, contact Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Service_Based_Bad_Request_Api</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn’t find the ServiceID parameter in the input of the [request Type] request. Add the parameter and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">We recommend that you try to trigger the action again. If the problem persists, contact Salesforce support to open a case.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Service_Territory_Members_With_Different_TZ_For_Resource</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't schedule one or more appointments because at least one of the service resources has multiple time zones. Adjust the service territory membership for service resource [Resource ID], and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">Review the service resource’s primary, secondary, and relocation service territory memberships, and make sure that at any given time, all territories that the service resource is assigned to are within the same time zone.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Service_Territory_object_has_insufficient_privileges</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">You don’t have access to the Service Territory object. Ask your Salesforce admin for help.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">To fix this, assign the relevant access permission to the service territories for users triggering the optimization services on those territories.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Trigger_Mixed_Optimizer_Per_Service_Error</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the request because the service appointments' territories aren't all using the same optimization engine. The service territories of appointment [SAID1] are using Enhanced Scheduling and Optimization, but the service territories of appointment [SAID2] aren't using Enhanced Scheduling and Optimization. Enable Enhanced Scheduling and Optimization for all service territories in Field Service Settings, or update the service territories individually, and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>When enabling Enhanced Scheduling and Optimization by territory, all service appointments in a request must be allocated to territories that are all handled by the same optimization engine. </p> <p>To fix this:</p> <ul> <li>Make sure that all service appointment territories in the request are using the same engine.</li> <li>Revise the group of service territories that are optimized together to avoid using different engines.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Trigger_Mixed_Optimizer_Per_Service_Territory_Error</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the request because the service appointment's territories aren't all using the same optimization engine. These service territories are using Enhanced Scheduling and Optimization: [ESO territoryID1, ESO territoryID2]. These service territories aren't using Enhanced Scheduling and Optimization: [territoryID1, territoryID2]. Update the service territories and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The service appointment's territories must all use the same optimization engine.</p> <p>To fix this:</p> <ul> <li>Review what engine the service territories are using (if enabled for Enhanced Scheduling and Optimization or not) and then use separate optimization requests for the territories accordingly.</li> <li>Use the same optimization engine for all of the service territories. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Trigger_Mixed_Optimizer_Per_STM_Error</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">We couldn't perform the request because the service resource is a member of territories that aren't all using the same optimization engine. Update the service territories and try again.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>When enabling Enhanced Scheduling and Optimization by territory, all service resources must be allocated to territories that are all handled by the same optimization engine. </p> <p style="margin-bottom:0;">To fix this, make sure that every service resource’s primary, secondary, and relocation territories are using the same optimization engine.</p> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Trigger_Service_Pinned_Or_Pinned_Status_Error</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">Can't reschedule pinned appointments [SA ID1, SA ID2,...]. To reschedule a pinned appointment, unpin it or select a status that isn't pinned.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p>The system can’t move Pinned service appointments. </p> <p>A service appointment can be pinned in 2 ways: </p> <ul> <li>Each service appointment has a boolean out-of-the-box Pinned field. If this field is selected, the specific service appointment can’t be updated during optimization and it stays in its place.</li> <li>Implementers can define specific statuses as pinned statuses. All service appointments in these pinned statuses are treated as pinned and can’t be moved.</li> </ul> <p>To fix this, review the service appointments listed in the error message:</p> <ul> <li>For every service appointment, validate whether its Pinned field is selected (deselect to unpin). </li> <li>For every service appointment that has the Pinned field deselected, review its status. If the appointment’s status is part of the pinned statuses setting, transition to a different status.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e109 ">Unsupported_Request_Type_for_this_flow</td> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e112 ">The [request Type] request type isn’t supported. Use global optimization, resource schedule optimization, or in-day optimization instead.</td> <td data-label="Potential Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d120972e115 "> <p style="margin-bottom:0;">To fix this, review the request to check if you have any customizations calling this request through the API, and validate that the request type is global optimization, resource schedule optimization, or in-day optimization.</p> </td> </tr> </tbody> </table> <!-- document id=154343698116ad8faef8d0374893aa471804413b4c483265686132ecc2f6f197 url=/admin/current/en-us/service/264-0-0/fs_customer_report_guidelines.md --> # Field Service Guidelines for Creating Service Report Templates Service report templates in Field Service determine the type and order of data in service reports. Learn how to customize your service report templates to suit your needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Adding Fields Service reports can contain fields from multiple objects. To add a field, select the object in the top-left section of the editor, then locate and drag the field onto your layout. Use the Section element to organize fields on your layout. Your template comes with several default sections, which you can modify, rename, or delete. Click the wrench icon in a section to change the number of columns, edit or hide the title, and more. ## Adding Related Lists To add a related list to your template, drag the List element onto the layout. Enter a title, select the object, and select fields to display in the related list. Filter a Related List To hide unwanted records from a related list on generated service reports, create a filter. For example, filter the Work Order Line Items related list on work order service reports so it only shows completed line items. Related list filters on service report templates work just like regular list view filters. You can create up to five filters per related list. 1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired sub-template. 2. On the related list you want to filter, click the wrench icon and select the Filters tab. 3. To define the filter, select a checkbox or picklist field, and choose an operator. 4. To select one or more values click the lookup icon, or enter values manually, separated by commas. Only records that list a selected value in the filter field appear in service reports that use the template. (Deactivated picklist values don’t appear in the lookup, but you can enter them manually.) 5. Click **OK** and save your changes. The filter you created is reflected in service reports that use your template. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - The Status field on contract line items isn’t available for filtering. - The Filters tab isn’t available in Internet Explorer 8. - If the user generating the service report doesn’t have access to a field used to filter the related list, the filtering doesn’t occur. Sort a Related List To customize the order of records in a related list, sort the list by any number or date field. For example, order the records in the Work Order Line Items related list from earliest to latest completion date. 1. From the service report template editor, check the Related Templates field to make sure that you’re editing the desired sub-template. 2. On the related list you want to filter, click the wrench icon and select the Sorting tab. 3. Select a field to sort by, and choose ascending or descending order. 4. Click **OK** and save your changes. The sorting logic you added is reflected in service reports that use your template. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the user generating the service report doesn’t have access to the field used to sort the related list, the sorting doesn’t occur. ## Adding Signatures To let mobile workers collect signatures on a service report, drag the Signature element onto your layout. You can add up to 20 signature blocks to a sub-template. Every signature block needs a different signature type. To learn more about signatures, see [Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5 "Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed."). ## Adding Other Design Elements - To add your company logo to service reports, drag the Text/Image Field element onto the layout and upload your logo. A 220-px wide logo is optimal, wider images are cropped. If the uploaded logo is wider than 220 px, resize the image by dragging its sizing hands in the Text/Image Field element. Images can be added to the header, footer, and body of a service report template. - To customize the footer and add page numbers, click the wrench icon in the footer section. For example, add the Work Order Number field. - To add space between fields or sections in the template, use the Blank Space field. Each Blank Space field adds 5 pixels of vertical space to the report PDF. #### See Also - [Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5 "Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Apex Trigger: Send Email when Service Report is Created](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_code_samples_sr_email.htm) - [Build Flows for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5 "Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder.") <!-- document id=393ebbb928d91d559dd2cc3172edf2bbad4358460328507d9abf6f3f53744e26 url=/admin/current/en-us/service/264-0-0/fs_shifts_guidelines.md --> # Field Service Guidelines for Shift Availability Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Considerations For shifts to be valid, they must meet the following criteria. All shifts - To create shifts, you must have at least one service territory and one service resource that’s assigned to that service territory. A shift must be fully contained within a primary service territory membership for a service resource in that territory. - If you're not using Enhanced Scheduling and Optimization, when you schedule designated shifts for secondary service territories, use optimization rather than scheduling operations. Scheduling operations, such as Book Appointments or Get Candidates, don’t consider designated shifts with secondary service territories. - Add the Timeslot Designated work rule to the scheduling policy for scheduling and optimization to respect shift and time slot designations. The **Overtime** field in the Service Resource Availability work rule enables scheduling service appointments on Extended shifts. You may need to add the **Overtime** field to the layout. - Shift availability (Extended or Normal) must correspond across all of a resource’s service territories. - Add the Limit Non-Standard Shifts scheduling rule to balance less desirable shifts amongst your team. The Non-Standard field on shifts marks the shift as nonstandard. Shifts with a specified service territory - When you create a shift with a specified service territory, the shift’s time span must be fully contained within the service resource's primary service territory membership for that territory. Shifts without a specified service territory - When you want to define workforce availability across many territories, create the shift without a specified territory. A shift without a specified service territory must be fully contained in a primary service territory membership (STM). It adds availability in _all_ territories based on territory memberships; availability is added where the shift intersects service territory memberships. ![A shift without a territory adds availability to all territories based on its intersection with each territory’s STM.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fsl_shifts_wo_territories.png) ## Scheduling, Optimization, and Shift Availability When the managed package is installed, scheduling and optimization considers workforce availability during shifts. Shifts and worker availability - Shifts always add availability. - Shifts have priority over overlapping time slots. - Shifts relax time slots for designated work or extended work (overtime). For example, if you assign a time period for emergency work and create a shift that overlaps, scheduling can assign non-emergency appointments during the shift. Or, if you create a shift for weekend on-call duties, you can schedule appointments although the shift is during extended hours. - When Shifts overlap for a certain resource, territory-specific shifts have priority over shifts that aren’t territory-specific. - When shifts overlap for a certain resource and the overlapping shifts are both territory-specific or both non territory-specific, the first shift of the day takes precedence. - Shifts with designation don’t take precedence over shifts without designation. - For shifts that aren’t territory-specific, you can apply work rules to narrow the territories in which scheduling uses shift availability. To use shift availability in the primary service territory, use a Match Territory work rule in your scheduling policy. To use shift availability in the primary and other territories, use the Working Territories work rule. - If a service resource is unavailable during the day at a specific time slot or during a specific shift, you must indicate this using Resource Absence, and not split availability. For example, if a resource is available on Wednesday, 6 AM to 12 PM, and again from 1 PM to 6 PM, then extend availability from 6 AM to 6 PM and insert a Resource Absence between 12 PM and 1 PM. - When you use Enhanced Scheduling and Optimization, if a service appointment doesn’t have a territory and a shift with designation is configured, the service appointment must match the designation in order to be scheduled. If a resource has primary and secondary territories and each territory has a shift with a different designation, the service appointment without territory must match both designations. Scheduling processes - When you schedule work using the Classic Dispatch Console or Book Appointments or Candidates global actions, scheduling uses availability from confirmed shifts. Optimization also uses available resources from confirmed shifts. - When you use the Get Candidates and Mass Shift Update features, the scheduling logic takes into account any scheduling rules and objectives. - Scheduling and optimization match shifts to service appointments according to the shift’s filter criteria. Recordset filter criteria help you narrow the scope so that only appointments matching the criteria get scheduled. ## Example: Adding Availability with Shifts Rotating on-call duties are split into two shifts for Saturday morning and afternoon. The shift is associated with the San Francisco territory and is fully contained in the service territory membership. The shifts are assigned to two workers that have accepted the shift work. The managed package is installed in this org, so the Gantt displays the workers’ additional availability. When the dispatcher looks for candidates, scheduling considers availability from the confirmed shifts (1) and from service territory membership (2). ![The Gantt shows availability from confirmed shifts and from service territory membership.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fsl_gantt_shift_candidates_hilite.png) #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5 "Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.") - [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&release=264.0.0&type=5 "Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift.") - [Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&release=264.0.0&type=5 "Learn how to use service territories to track where your field service team works and to organize your field workforce.") - [Reserve Time Slots for Designated Types of Work](https://help.salesforce.com/s/articleView?id=service.pfs_designated_work.htm&release=264.0.0&type=5 "Create specific time slots in Field Service dedicated to service appointments that meet your criteria.") <!-- document id=d238ef96d3bc1d4573bc4e1c736607c7bc411179b5a9e40ddccc13388c8455cc url=/admin/current/en-us/service/264-0-0/fs_signature_guidelines.md --> # Field Service Guidelines for Using Signatures on Service Reports Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Set Up Signature Types The Signature Type field specifies the role of the person signing a service report. The type ensures that the right person signs your service reports. For example, when your company performs preventive maintenance, you want both the customer and the mobile worker to sign the final service report. The signatures confirm that both parties agree on the work that was completed. Your org comes with one signature type called Default. A service report template can contain only one signature per type. If you want to collect more than one signature on a service report, you can add more signature types. In Setup, edit the Signature Type picklist field on the Digital Signature object. Create at least one value for each role that can sign a service report. For example, Technician, Customer, Supervisor, and Supplier. If you expect multiple people in one role—for example, all mobile workers who are at the appointment—to sign a service report, create numbered types: Technician 1, Technician 2, and so forth. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can create up to 1,000 signature types. You can’t delete a signature type, but you can deactivate it. When a signature type is deactivated, it can’t be added to a new service report template. However, the signature type still appears in the service report templates that include it. ## Add Signature Blocks to Service Report Templates A signature block on a service report template contains one signature. To add a signature block to a service report template, navigate to the Service Report Templates page in Setup. Open a service report template and drag the Signature element to the template layout. Modify the signature block’s settings as needed. The Type field is required. Make sure to add the Signature field, which designates the signature space. You can change the title to reflect who is signing, or hide the title and field labels. ![Signature Window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_service_signatures.png) You can add up to 20 signature blocks to a service report template. Because each signature block must use a different signature type, you can’t drag extra signature blocks onto a template until you’ve created corresponding Signature Type values. Double-click a signature block’s title to view its settings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Signature blocks can’t use multiple columns. ## Capture Signatures for Service Reports Signatures are captured from the Field Service mobile app. A captured signature isn’t reused in a future version of the report. For example, a mobile worker generates a service report for an appointment, and the customer signs it. The mobile worker then updates the service notes to add a recommendation. When the mobile worker regenerates the service report, the customer’s signature doesn’t appear on the new report. If you want to reuse signatures across all service report versions, contact Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Signature capture and signature reuse are provided strictly on an "As-Is" basis. Customers are solely responsible for ensuring that the use of signature capture and signature reuse complies with applicable laws. ## Find Signed Service Reports To easily find the service reports that contain signatures, add the Signed checkbox to the Service Reports related list on work orders, work order line items, or service appointments. If a service report contains one or more signatures, this checkbox is automatically selected. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note After the service report is created, the signatures collected during the service event are deleted. See [Create Field Service Customer Reports](https://help.salesforce.com/s/articleView?id=service.fs_create_customer_reports.htm&release=264.0.0&type=5 "In Field Service, create service reports to give your customers summaries of the work that your field service team performed.") for more details. #### See Also - [Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5 "Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=0fefd3d5a29121f2b204ab5bf2066af589cce66676772f9c4028a75a648b9d23 url=/admin/current/en-us/service/264-0-0/ifs_intro.md --> # Field Service Intelligence (CRMA) Determine whether you're meeting your customer service goals with easy-to-understand data visualizations that help you improve operations and reduce costs. Field Service Intelligence includes Data 360, CRM Analytics, and Agentforce Service (formerly Service Cloud). - **[Field Service Intelligence Considerations and Requirements](https://help.salesforce.com/s/articleView?id=service.ifs_considerations.htm&release=264.0.0&type=5)** When you set up Field Service Intelligence, you must have certain settings configured for your org. - **[Set Up Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_setup.htm&release=264.0.0&type=5)** Use the Field Service Intelligence Setup page to walk through the steps for Data 360 prerequisites, and then install Field Service Intelligence. - **[Field Service Intelligence Dashboards](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards.htm&release=264.0.0&type=5)** Field Service Intelligence dashboards display key field service performance metrics and provide data-driven visuals. <!-- document id=d7757a7e6ba8569a032239fec357a1b5441382804cce666a71f534df0f34a1b0 url=/admin/current/en-us/service/264-0-0/ifs_considerations.md --> # Field Service Intelligence Considerations and Requirements When you set up Field Service Intelligence, you must have certain settings configured for your org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Field Service Einstein 1 Edition or as an add-on.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To purchase Field Service Einstein 1 Edition or as an add-on, contact your Salesforce account executive.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d49190e61">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">Data Cloud Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">To manage Agentforce Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">Service Cloud User permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">To install Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">Field Service Intelligence Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">To use Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49190e61 ">Field Service Intelligence User permission set</td> </tr> </tbody> </table> ## CRM Analytics Requirements - For Summer ‘24, Data 360, Agentforce Service (formerly Service Cloud), and CRM Analytics must be enabled in the same org. - CRM Analytics Data 360 integration must be enabled. - The CRM Analytics apps and template functionality included as a part of CRM Analytics is available in English only. ## Field Service Intelligence Dashboards Requirements - Field Service Intelligence is available to Service and Data 360 users only. To use Field Service Intelligence, your org must have the Field Service Intelligence add-on license. - To view data in the Field Service Intelligence dashboards, you need to have the features associated with the dashboards configured and populated with data. ## Field Service Intelligence Data Refresh The Field Service Intelligence dashboards rely on up-to-date data. When you install Field Service Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the data transforms and updating the datasets. The Data 360 data streams refresh hourly, updating the Service data model objects (DMO). The data transforms must be scheduled to process the new and updated DMO data and bring the data into CRM Analytics. The simplest way to do this is to schedule the app refresh during the installation of Field Service Intelligence. You can change the schedule or refresh the data as needed on the app management tab. For more information, see [Change Your Intelligent App Settings](https://help.salesforce.com/s/articleView?id=analytics.update_intell_apps.htm&type=5&language=en_US). ## Field Service Intelligence Assets When you install the Service data kit in Data 360, all of the Field Service assets and data mappings are created. When you install Field Service Intelligence, the data transforms run, ingesting Data 360 data and creating the Field Service data model objects for visualization in CRM Analytic dashboards. The app assets are listed under Resources on the Setup page for your app after successful installation. These include Data 360 data transforms and data model objects (DMO) and CRM Analytics dashboards and components. When you select an asset, it opens in its respective tool for detailed inspection. ![The Resources tab for an installed instance of the Field Service Intelligence App.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/ifs_setup_app_mngmt_resources.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To customize access to Data 360 objects used by Field Service Intelligence, grant object access according to your chosen Data Governance policy. If you have more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. For help, see [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). #### See Also - [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US) - [Set Up Service Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&type=5&language=en_US) <!-- document id=a64fd1356d187b827f66c0e3ca509364103214120961740dd974bf03c7b8f9e6 url=/admin/current/en-us/service/264-0-0/fso_dashboards.md --> # Field Service Intelligence Dashboards Field Service Operations features Field Service Intelligence dashboards that display key operational metrics and provide data-driven visuals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>All Editions</strong> supported by <span>Data 360</span>. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_dc_editions.htm&language=en_US" target="_blank">Data 360 edition availability</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To customize dashboards, contact your Salesforce Account Executive to purchase Tableau +.</td></tr></tbody></table> Determine whether you're meeting your field service goals with easy-to-understand data visualizations in the Field Service Intelligence dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs. To view data in the Field Service Intelligence dashboards, you need to have the features associated with the dashboards configured and populated with data. - **[Assets Management Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_assets.htm&release=264.0.0&type=5)** Understand and monitor your active assets. Keep up with your organizational goals for average asset uptime, unscheduled downtime, and SLA compliance for asset services. - **[Parts and Inventory Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_parts.htm&release=264.0.0&type=5)** Get insights on your inventory and products. Track and analyze stock levels, consumption rates, demand, and request statuses. - **[Resource Management Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_resource.htm&release=264.0.0&type=5)** Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual metrics against team and organizational benchmarks. - **[Service Appointments Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_sa.htm&release=264.0.0&type=5)** Understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes. - **[Work Orders Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_wo.htm&release=264.0.0&type=5)** Understand and monitor work across territories based on status, priority, and other attributes. View trends and keep up with your organizational goals. <!-- document id=b52ac5c8e66c496d38d41aa52cf829035d8af1cf810fc584a1b2491d6ed5ead6 url=/admin/current/en-us/service/264-0-0/ifs_dashboards.md --> # Field Service Intelligence Dashboards Field Service Intelligence dashboards display key field service performance metrics and provide data-driven visuals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Field Service Einstein 1 Edition or as an add-on.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To purchase Field Service Einstein 1 Edition or as an add-on, contact your Salesforce account executive.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Take your metrics to the next level with <a href="https://help.salesforce.com/s/articleView?id=service.fso_dashboards.htm&release=264.0.0&type=5" title="Field Service Operations features Field Service Intelligence dashboards that display key operational metrics and provide data-driven visuals.">Field Service Intelligence Dashboards</a>.</td></tr></tbody></table> Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Field Service Intelligence dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs. - [Assets Management Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_assets.htm&release=264.0.0&type=5 "Understand and monitor your active assets. Keep up with your organizational goals for average asset uptime, unscheduled downtime, and SLA compliance for asset services.") - [Parts and Inventory Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_parts.htm&release=264.0.0&type=5 "Get insights on your inventory and products. Track and analyze stock levels, consumption rates, demand, and request statuses.") - [Resource Management Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_resource.htm&release=264.0.0&type=5 "Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual metrics against team and organizational benchmarks.") - [Service Appointments Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_sa.htm&release=264.0.0&type=5 "Understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes.") - [Work Orders Dashboard](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_wo.htm&release=264.0.0&type=5 "Understand and monitor work across territories based on status, priority, and other attributes. View trends and keep up with your organizational goals.") <!-- document id=51722175551efba594176ff969918eb7f67192357639ccfc8bfe09ff8b0a8517 url=/admin/current/en-us/service/264-0-0/fs_key_concepts.md --> # Field Service Key Concepts and Glossary Review terms used in Agentforce Field Service and Operations (formerly Field Service). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Key Concepts Call Center Rep A call center rep handles inbound calls, creates work orders, and books appointments from the service console. A call center rep must have the Field Service Call Center Rep permission set. Appointment Booking When a service appointment requires a specific execution time for a customer-facing service, you can assign an arrival window using appointment booking. The arrival window assures that the service appointment starts within the defined time range. Customers can book their own appointment, and set the arrival window from available time slots, using the appointment assistance feature. Asset An asset is an item of commercial value that a customer has purchased and installed. An asset can have a warranty or entitlement for a service according to a service contract. The Asset object enables tracking relevant performance indicators, such as asset downtime. An asset can be serviced according to a maintenance plan or on an as-needed basis. When an asset requires service according to a maintenance plan, a work order is generated automatically. Dispatcher A dispatcher uses the Classic Dispatch Console to monitor the execution of service appointments assigned to specific groups of resources by territories and handles exceptions using the Field Service tools. A dispatcher must have the Field Service Dispatcher permissions set and a Field Service Dispatcher license. Mobile Worker (Service Resource) A mobile worker (also called a service resource or technician) is a worker that executes assigned service appointment jobs according to availability. A mobile worker can update job progress in the Field Service mobile app. Resource Availability Time intervals during which a resource can be scheduled, composed of operating hours, time slots, and shifts. Scheduling and Optimization Scheduling is the process by which service appointments are assigned to mobile workers or crews. Manually constructing an efficient field service schedule can be a complex, time-consuming operation. Field Service’s Scheduling and Optimization does the work for you by generating an optimal schedule according to scheduling policies that define your organizational priorities and constraints. Schedule optimization helps you comply with service-level agreements and minimize travel time, overtime, costs, and no-shows. You can define the scope of optimization in different ways. - Global optimization—Assesses time slots and mobile worker options to schedule upcoming appointments in the best order. - In-Day Optimization—Optimizes the schedule for one or more territories on the day of service. - Resource Schedule Optimization (RSO)—Optimizes a specific mobile worker’s day. Reshuffle—Moves existing appointments to schedule a high-priority appointment. Service Appointment A service appointment provides the scheduling and assignment details of a field service visit—onsite or remote—to a customer. A service appointment can be with or without an arrival window that is derived from a customer’s appointment time. Service Territory A service territory is the most basic grouping of service resources in Field Service. A grouping can be based on geographic regions, such as cities, counties, and neighborhoods, or according to product lines or type of customer. You can assign service resources to territories and create territory hierarchies, depending on how your business is structured. Work Order A work order is a request for field service work. It includes the work type and other relevant information for scheduling the service appointment. A work order can include several work order line items representing different types of work that must be done or various assets to be worked on. ## Glossary Terms <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.10966057441253%"> <col style="width:73.89033942558747%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d58648e185">Term</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d58648e188">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Absence</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A time period when the resource isn’t available for scheduling. An absence can have locations. You sometimes need the resource absence location to schedule a service appointment before or after an absence. Absences with a location can also have travel times associated with them. Also referred to as Resource Absence.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Admin</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A user who manages Field Service features and sets up user permissions for your org. An admin must have access to Field Service settings.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Arrival window</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A time frame that limits the scheduled start time of a service appointment that was scheduled using appointment booking. The scheduled start time must be between the start time and the end time of the window.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Asset attributes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Describes the state of an asset and can represent its health and performance. Asset attributes provide a better understanding of the condition of assets and let mobile workers repair and maintain those assets in the field more efficiently. An asset usually has multiple attributes.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Assigned resource</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A service resource who is assigned to a service appointment and has relevant information, such as the travel time and distance.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Briefcase Builder</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">This tool lets admins configure datasets of records that are required for mobile resources to interact with the Field Service mobile app when they’re offline.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Capacity-based resource</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A resource representing one or more service resources with a bucket of working hours or service appointments per period (for example, 100 working hours per week or four service appointments a day). Scheduling service appointments to a capacity-based resource is as easy as scheduling to a regular service resource.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Check rules</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A logic service that verifies whether a service appointment conforms to the scheduling rules. When manually scheduling a service appointment, you can use this service to check whether the scheduling violates a scheduling rule.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Complex work</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A composite service appointment, composed of interdependent service appointments, each of which is performed separately. The appointment dependency defines the time relationship between service appointments. For example, a service appointment can only be started after the completion of another service appointment. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Crew</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A team of service resources scheduled to work together. Resources are allocated to a crew for a specific time period. During an allocation, crew members can only be scheduled as part of a crew.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Day of service</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The actual execution day of the planned job.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Classic Dispatch Console: Gantt</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A visual representation in the form of a Gantt chart of the service resources and their appointments over time. The UI provides easy access to many service appointments and resource-related activities.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Classic Dispatch Console: Map</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A view that displays a map of service appointments, resources’ home bases, and last known locations. You can add other objects with locations.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Drip feed</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A method for dispatching service appointments, one by one, as the previous service appointments are completed.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Duration</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The time that a service appointment takes to complete. Duration is used to optimize the schedule.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Enhanced Scheduling and Optimization</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The Enhanced Scheduling and Optimization engine is gradually replacing the optimization functionality and associated manual and semiautomatic scheduling services. This engine provides an architecture and services that are more efficient and improve scalability, performance, and schedule quality. It includes innovative capabilities such as Travel Modes, Service Appointment Sliding, Multiple Flexible Breaks, Scheduled Jobs, Holiday Management, Offsite Appointments, and Optimization Hub. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all territories by default. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Entitlement</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The customer service level (for example, Basic, Premium, VIP) which dictates the response time.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Field Service mobile flow</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A flow that is supported in the Field Service mobile app, and uses Flow Builder and the Field Service Mobile Flow type.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Field Service permission sets</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 "> <p>Allow users to access Field Service features by assigning them permission set licenses. Field Service includes three permission set licenses related to the managed package and mobile app. </p> <ul> <li>Field Service Dispatcher—Provides access to the Classic Dispatch Console.</li> <li>Field Service Scheduling—Allows the user to be shown on the Classic Dispatch Console Gantt and to be included in scheduling and optimization.</li> <li>Field Service Mobile—Provides access to the Field Service mobile app. </li> </ul> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Field Service settings</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 "> <p>You can adjust your Field Service settings in two places. </p> <ul> <li>Setup—Where you initially enable Field Service and set up features. </li> <li>Tab—Used to control adjustments.</li> </ul> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Flexible breaks</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Admins can set a break duration and a time window for when the break must occur relative to the start of the mobile resource’s day.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Gantt chart</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">See Classic Dispatch Console: Gantt.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Get Candidates</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">An action that suggests which service resources can be assigned to a service appointment and when.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Grade</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A numerical score given to an assignment or an appointment slot according to the relative fulfillment of a set of objectives.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Holiday management</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">This feature lets admins account for business holiday closures. Admins can refine working hours by updating operating hours so that service appointments aren’t scheduled on holidays.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Home base</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A location where a resource starts and ends work each day. You can temporarily change the home base of a resource. You can define a home base at the Service Territory level or Service Territory Member level, which overrides the Service Territory level.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Horizon or scheduling horizon</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 "> <ul> <li>The date range for scheduling a service appointment.</li> <li>(Mobile) The time period for priming service appointments. </li> </ul> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Inventory</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The available serialized or not serialized products in a fixed location, such as a warehouse, or a mobile location that represents the service resource’s stock. Product transfers track the movement of inventory from one location to another. The inventory numbers at storage locations are updated automatically to reflect transfers.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Maintenance plan</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Defines how often maintenance visits occur according to a schedule or based on usage criteria. For example, maintain the generator every 1,000 operating hours, start from 0 and stop at 100,000 hours. The Maintenance Plan automatically generates work orders for future visits.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Manual scheduling</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A process by which a dispatcher manually creates assignments. Manual scheduling enables manual intervention in the scheduling process.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Map</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">See Classic Dispatch Console: Map.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Mobile actions</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Quick actions, global actions, flows, and app extensions that help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Mobile push notification</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A push notification in the mobile app that informs the mobile workforce of events, such as status changes, approaching appointments, scheduling changes, or comments added. To create customized notifications, install the <a href="https://help.salesforce.com/s/articleView?id=service.mfs_prepare.htm&type=5&language=en_US" target="_blank">connect app</a> and use the Notification Builder Platform.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Multi-day work</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A service appointment that spans over multiple days. The maximum period is 8 weeks.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Notifications Center</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A UI display of notifications relevant to the dispatcher, such as scheduling results and other action feedback information.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Operating hours</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The times when field service work can be performed by service resources (weekly recurring availability per resource and per territory), customer accounts (visiting hours per customer), and appointment booking. Operating hours consist of the time zone and time slots, which can be broken down into arrival windows.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Optimization Hub</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">This set of dashboards shows the impact and improvements of an optimization request, formatted as standard KPIs. The optimization hub enables users to gain visibility across the scheduling of service appointments within service territories.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Outcome-based contracts</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">This feature lets service providers define KPIs for their customers to measure and track service outcomes and assess the compliance of service contracts. For example, a contract is compliant if an electric vehicle’s battery is strong as indicated by the charging speed of the battery. Tracking the vehicle’s charging speed over a time indicates that its battery is strong and therefore, that the contract is compliant.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Priming</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Loading of data (records and metadata) to a mobile device according to the scheduling horizon, so that mobile workers can perform their job while offline.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The importance or urgency of a service appointment, on a numeric scale. The default priority range is the 1–10 scale, where 1 is the highest priority and 10 is the lowest. You can also choose to use a scale of 1–100. Used by the optimization process to ensure that when there’s limited resource availability, service appointments are scheduled according to importance.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Product item</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A part for services that can be requested, required, transferred, and consumed in field service work. The Product Item object is used across clouds (Marketing, Sales, Industries, and Commerce).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Product request</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A request for one or more parts.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Product transfer</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A transfer of inventory between locations.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Relevance group</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A group of service appointments or service territory members that require their own work rules or service objectives. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time employees.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Relocation</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A type of service territory membership in which a service resource is temporarily moved from one territory to another. A relocation can also temporarily change the resource’s home base.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Resource efficiency</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The relative speed at which a resource works (1 = the nominal rate). For example, if a service appointment is expected to take 1 hour, it takes a resource with an efficiency of 0.5 2 hours.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Return order</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A record of inventory returns or repairs.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Scheduled job</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Scheduled jobs are Apex jobs scheduled to run at a given time in the future. In Field Service, scheduled jobs are used to group a set of data to submit for optimization or share records with user territories.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Scheduled start and scheduled end</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A scheduled time slot for a service appointment.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Scheduling dependencies</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Scheduling dependencies between related service appointments helps you account for situations when mobile resources must perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is completed or that two appointments must start at the same time. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Scheduling policy</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A set of work rules and service objectives that guide the schedule optimizer in its decisions. You can use scheduling policies to promote or de-emphasize factors, like business priorities, travel time, and customer preferences. For example, if an organization has 100 resources, work rules look at various criteria, such as availability, territory assignment, skills, driving distance, to reduce the number of potential candidates to five. These five candidates are then analyzed by service objectives to assign a grade to each candidate. The grade determines who, out of the five, is the best resource and time slot to schedule. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Scheduling recipe</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A scheduling automation that is triggered by certain events to solve overlaps (caused by urgent service appointments or late ending of service appointments) or free spaces (caused by service appointments ending early or canceled).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Serialized product</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A product with a serial number whose movements between locations, such as warehouses, depots, or mobile workers, can be tracked.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service appointment list</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A Field Service view that displays service appointments. The list provides easy access to service appointments and actions in the Gantt view of the Classic Dispatch Console.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service appointment number</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A unique service appointment identification number.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service appointment status or status category</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A lifecycle sequence of stages or statuses through which a service appointment passes. The lifecycle covers the time from when the service appointment enters the organization until the time it’s completed. Each status category can include several statuses. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service appointment sliding</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">This feature enables moving service appointments on the Gantt for the same resource to an earlier or later time within the resource’s shift. Appointment sliding lets you free up time for a new service appointment when using appointment booking and scheduling operations.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service appointment time properties</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 "> <p>Field Service includes the time properties that are relevant for the four standard Match Time Rule work rules. </p> <ul> <li>Earliest Start Permitted—Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted. This work rule is included in every standard scheduling policy.</li> </ul> <ul> <li>Due Date—Ensures that a service appointment’s Scheduled End is equal to or earlier than the Due Date. This work rule is included in every standard scheduling policy.</li> </ul> <ul> <li>Scheduled Start—Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start.</li> </ul> <ul> <li>Scheduled End​—Ensures that a service appointment’s Scheduled End is equal to or earlier than the Arrival Window End.</li> </ul> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service contract</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A contractual agreement to provide service to a customer based on their profile. Service contracts represent different types of customer service, such as subscriptions or service level agreements (SLAs) that stipulate a certain due date or a start-by date. The products covered by a service contract are the contract line items.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service objective</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A logic entity that evaluates and grades assignments or schedules. Service objectives enable using business priorities to choose the best candidate for the job. For example, if the top priority is to minimize travel, the qualified candidate closest to the job site is the best choice.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service report </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A customer-facing report summarizing the status of service appointments and work orders.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service resource</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">See Mobile worker.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Service resource list</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A part of the Gantt view that displays all the resources in the system. The Service Resource List provides easy access to resources and actions in the Gantt view of the Classic Dispatch Console.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Shift availability</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A set of working periods for your shift-based workforce, such as contractors or on-call staff. You can create and assign shifts for particular dates and times when you need coverage.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Skill</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">An ability required to perform a field service task. You can assign skills to service resources to represent certifications or areas of expertise. You can add skill requirements to work types, work orders, and work order line items to indicate the skills required to complete the work. Skills can also have skill levels.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Time-phased</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Refers to a property whose value varies at specified times. For example, time-phased skills of a crew that change when a resource is added or removed from the crew (applies to Skills, Territory Membership, and Crew Membership).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Time sheets</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A tool that tracks the time that your field service employees spend on tasks. Time sheets are mainly used for payment and charging.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Travel modes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">Travel modes reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations. Travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Work Capacity</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">The Work Capacity feature lets users control the amount of work that the optimization service can schedule for service resources. This feature enables capacity reservation based on dynamic company priorities. Limiting work capacity is done by adding adjustable thresholds that limit how many hours or what percentage of the total work capacity can be scheduled for working on specific service appointments. For example, you can limit the total duration of new installation jobs scheduled in the New York territory to 100 hours per day during weekdays for the next 2 months. You can also limit maintenance jobs to 50 hours per day on Mondays. Or set the limit as a percentage of the total calculated available work capacity. For example, limit the installation jobs in Miami to 15% of the total calculated available time in Miami per day during the same time period.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Work order</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A request for one-time or recurring field service work. It includes the work type and all relevant information for scheduling the service appointment. A work order can include several work order line items.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Work plan or work steps</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A work plan is a set of prescribed work steps that guide frontline and back-office workers on how to complete a work order. By following steps in work plans, field service teams can complete assignments quickly, consistently, and with less guesswork.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Work rule</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A combination of rules determines which candidates can complete the job based on business policies and organizational goals. A work rule determines whether the candidates have the required skills and if they’re available in the right territory at the right time. For example, a rule can require that a resource can be assigned to a service appointment only if they’re both in the same district. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e185 ">Work type</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d58648e188 ">A template that is used for common field service work, such as cable installations or furnace repairs. It includes the work duration, skills required for a specific work type, and so on.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. #### See Also - [Concepts, Products, and Services](https://help.salesforce.com/s/articleView?id=xcloud.basics_sf_concepts_terms.htm&type=5&language=en_US) <!-- document id=da537f73d9f26a74a58a1b993ff1f2371ad2d5f206d7257053a4172a130ce373 url=/admin/current/en-us/service/264-0-0/fs_limits.md --> # Field Service Limits and Limitations Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service). ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d170677e78">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d170677e81">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service resources per user</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">1</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service territories in a service territory hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">10,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of work orders in a work order hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">10,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of work order line items in a work order line item hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">10,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of maintenance work rules per maintenance plan</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">25,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of work orders that can be generated simultaneously per maintenance plan</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>2,600</p> <p>Field service can create a combined total of up to 2,600 work order records each time it generates details for a maintenance plan.</p> <p>There’s no hard limit on the number of maintenance assets that you can attach to a maintenance plan. But the limit on the number of work orders records that can be created means that the practical limit is 2,600 maintenance assets per maintenance plan. When maintenance assets have multiple maintenance rules—either applied directly or inherited from the maintenance plan—the practical number of maintenance assets is lower.</p> <p>Each maintenance work rule can generate work order and work order line item records.</p> <p>For example:</p> <ul> <li>If every maintenance asset for a maintenance plan contains two maintenance work rules, the practical limit on maintenance assets is less than 1,300.</li> <li>If a maintenance plan has four maintenance work rules, the practical limit on maintenance assets is less than 650.</li> </ul> <p>Also, a maintenance plan with a maintenance work rule using COUNT is limited to 2,000 maintenance assets.</p> <p>Salesforce recommends that you add no more than 5 maintenance work rules to each maintenance plan or asset.</p> <p style="margin-bottom:0;">To decrease the number of work orders generated, increase the Frequency value, decrease the Generation Timeframe value, or decrease the number of assets related to the maintenance plan.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of days that can be specified in the Generation Horizon on a maintenance plan</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">365</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of years that can be specified in the Generation Timeframe on a maintenance plan</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>20</p> <p style="margin-bottom:0;">On the Maintenance Plan, see the Generation Timeframe field and Generation Timeframe Type field (days/week/month/year). The Generation Timeframe can’t be more than 20 years.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of locations in a location hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">10,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of signature blocks on a service report template</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">20</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of values in the Signature Type picklist on digital signatures</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">1,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of child assets per asset</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">2,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of levels in an asset hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">50</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of assets in an asset hierarchy</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">10,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum size of asset hierarchies that can be viewed in the tree grid view</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">500</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of appointments that can be scheduled at once with the Group Nearby Appointments action</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">50</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum runtime in seconds for the Group Nearby Appointments action</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">60</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of coordinates in a map polygon</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">3,200</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">(Recommended) Maximum number of polygons in an org</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>30,000</p> <p style="margin-bottom:0;">Exceeding this limit can cause Classic Dispatch Console performance issues. To avoid such issues, set the sharing of the Map Polygon object to Private, and use sharing so that dispatchers only see polygons that are relevant to them.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of report markers on the Gantt map</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">500</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of rows on the Gantt</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">500</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service appointments in the appointment list</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">3,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service appointment sharing records that can be processed when updating service appointment statuses in bulk</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">50,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service territory memberships per service resource for a given horizon</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>100</p> <p style="margin-bottom:0;">We recommend you don’t use service territory memberships for ZIP code coverage. Instead, use the <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US" target="_blank">Extended Match work rule</a>.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of skills displayed in the Gantt Skills filter panel</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">2,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">When Enhanced Scheduling and Optimization is enabled, the maximum number of skills that can be assigned to a resource.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">250</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">When Enhanced Scheduling and Optimization is enabled, the maximum number of values on a resource that can be validated by an extended match rule type. For example, if you define a Match tools extended match rule, it can’t validate more than 250 tools per resource. Any value above 250 is ignored.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">250</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of operating hours records displayed in the Default Operating Hours lookup field on the <span class="menucascade"><strong class="uicontrol">Global Actions</strong> | <strong class="uicontrol">Appointment Booking</strong></span> settings page</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">2,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service appointments displayed in the Long-Term view in the Gantt</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">1,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of resource absences displayed in the Long-Term view in the Gantt</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">200</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of active scheduling recipes per category</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">75</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of active scheduling recipes per org</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 ">1,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Maximum number of service territories that can be viewed without searching</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>2,000</p> <p style="margin-bottom:0;">If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to find territories that aren't selected.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e78 ">Minimum screen resolution for a smooth Classic Dispatch Console experience</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e81 "> <p>1366 x 768 pixels (minimum) </p> <p style="margin-bottom:0;">1920 x 1080 pixels (recommended)</p> </td> </tr> </tbody> </table> ## Schedule Optimization Request Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d170677e459">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d170677e462">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum optimization requests per hour per org</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 ">3,600</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum skills per service resource</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 ">When you're using Enhanced Scheduling and Optimization, the limit is 250. When you're not using Enhanced Scheduling and Optimization, the limit is 100.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum number of service appointments per resource per day</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>200</p> <p style="margin-bottom:0;">A bundled appointment is counted as one service appointment. The bundled members don't count toward this limit.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum service appointments optimized per rolling 24 hours</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>50,000</p> <p>When you're using Enhanced Scheduling and Optimization, the limit is the greater of 50,000 or 500 per Field Service Scheduling license. If you're using the enhanced engine, you can check whether you’re operating within the limit. To do this, monitor the actual consumption in Optimization Requests, Last 24 Hours under Company Information in Setup. All types of scheduling actions count toward this limit, for example, Gantt scheduling, get candidates, appointment booking, and global, in-day, and resource scheduing optimization request types. Nonoptimization scheduling actions, for example, the Schedule action, contribute only one toward this count (the appointment that's being scheduled). When you’re not using Enhanced Scheduling and Optimization, only global, in-day, and resource schedule optimization requests count toward this limit.</p> <p>Service appointments sent to optimization for evaluation are counted against this limit, even if they aren’t scheduled or rescheduled by optimization. This count includes appointments that are pinned or in the Pinned status and appointments that don’t meet the filter criteria. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US" target="_blank">Optimization Horizon</a>.</p> <p style="margin-bottom:0;">A bundle is a group of service appointments that are counted as one service appointment.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum service appointments optimized per request</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>5,000 </p> <p> When you’re using Enhanced Scheduling and Optimization and <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US" target="_blank">dynamic scaling </a> is enabled, the limit is 50,000.</p> <p style="margin-bottom:0;"> See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US" target="_blank">Optimization Horizon</a>.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum service territories optimized in a request</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>100</p> <p>When you’re using Enhanced Scheduling and Optimization and <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US" target="_blank">dynamic scaling </a> is enabled, the limit is 1,000. </p> <p style="margin-bottom:0;">This limit is the total number of service territories selected in the optimization request. This number isn’t affected by the service territory membership of the service resources in the request.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum service resources optimized per request</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>When you’re using Enhanced Scheduling and Optimization, the limit is 500 service resources. This limit is the total count of service resources per request, regardless of the number of contributing service territory memberships. </p> <p>When you’re using Enhanced Scheduling and Optimization and <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US" target="_blank">dynamic scaling </a> is enabled, the limit is 1,000. </p> <p style="margin-bottom:0;">When you’re not using Enhanced Scheduling and Optimization, the limit is 500, according to the number of service territory memberships of type primary and relocation. For example, there could be one resource with 500 service territory memberships.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum days optimized per request</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>When you’re using Enhanced Scheduling and Optimization, the limit is 30. When you’re not using Enhanced Scheduling and Optimization the limit is 21. </p> <p style="margin-bottom:0;"> See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US" target="_blank">Manage Scheduled Jobs in Field Service</a>.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum number of objects passed to the optimization service in 1 request (for example, service appointments + related objects such as skill requirements and assigned resources)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>45,000</p> <p style="margin-bottom:0;">This limitation doesn't apply when you're using Enhanced Scheduling and Optimization.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e459 ">Maximum number of objects returned synchronously for In-day optimization (more objects are returned asynchronously)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d170677e462 "> <p>1,000</p> <p style="margin-bottom:0;">This limitation doesn't apply when you're using Enhanced Scheduling and Optimization.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For usage restrictions that apply to this product, see [this document](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/sales-service-contractual-restrictions.pdf). ## Limitations Classic Dispatch Console - The Gantt shows information from the past four years to the current date and shows four years from the current date into the future. - Territory utilization calculation doesn’t consider secondary territory members. - With the Gantt chart Timezone field set to Territory Timezone in Field Service Settings (under Dispatcher Console UI, Gantt Configurations), if both primary and secondary service territories are selected, the service resource is shown in the secondary service territory only if it has the same time zone as the primary service territory. If the secondary service territory has a different time zone, the service resource is shown only in the primary service territory. If only a secondary service territory is selected, the service resource is shown under that territory regardless of the time zone. - The Classic Dispatch Console map can look different than the map shown on service territory member detail pages because of a difference in geocoding granularity. The Classic Dispatch Console map tends to be more accurate. - If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments, and absences), the resource map shows only the first 23 stops on the route and displays an error. This is a [Directions API limitation](https://developers.google.com/maps/documentation/directions/intro). - The service appointment list in the Classic Dispatch Console stops loading data after 3,000 service appointment records are loaded from the server. When that limit is reached, you receive an error that the scheduling horizon is too long. If you haven’t turned on advanced filtering, filtering happens on the client side. In this case, all service appointments in the selected time domain and service territories before the filter conditions are applied are loaded from the server. If you’ve turned on advanced filtering, the filter conditions are applied on the server side before loading data to the client. - The limit is based on the number of service appointments loaded to the list, but the service appointment list can still show more than 3,000 service appointments if service appointments are scheduled on the Gantt that are outside the filter list criteria. - Opening the Classic Dispatch Console in multiple browser tabs with the same user isn't supported. Document Builder - Each Salesforce org is granted an allowance of 250 documents per user per month for the following licenses: - Field Service Dispatcher - Field Service Dispatcher Plus Login-Based - Field Service Mobile - Field Service Mobile Login-Based - Field Service Mobile Plus Login-Based To help meet increased document needs during peak months, a one-time allotment of 10,000 service documents is provided if the monthly allowance of 250 documents per user is exceeded. - A document template can have only one signature of each type, such as Customer, Partner, Technician, or Manager. If you expect to require two people with the same role, say Customer, to sign the same document, you can assign numbered types, such as Customer1 and Customer2, to your template. - A related record table can have up to 1,000 records. - The size limit for a Service Document is 100 MB. - On the desktop site, you can create document templates for all objects, Work Order, Work Order Line Item, and Service Appointment, and generate PDFs from these entities on your desktop. The Field Service mobile app lets you create service documents from the Service Appointment and Work Order objects on iOS and only from Service Appointment on Android. - PDFs can be up to 50 pages. - A service document template can contain only one signature per type. To collect multiple signatures on a service document, add more signature types. In Setup, edit the Signature Type picklist field on the Digital Signature object. Create at least one value for each role that can sign a service document, for example, Technician, Customer, Supervisor, and Supplier. If you expect multiple people in one role, for example, all mobile workers who are at the appointment, to sign a service report, create numbered types: Technician 1, Technician 2, and so forth. - You can’t generate documents over 100 MB. - On related list field tables, lookup fields show field IDs instead of field values. - You can’t use URLs to render images. - Account names don’t appear in service documents when the Account field isn’t added to the template. - If you have multiple image galleries on a template, the same set of images repeat across all image galleries. - You must add the service document template field must be added to work order and service appointment page layouts. - When you create a service document from a work order record detail page on the Field Service mobile app, you see a service appointment template instead of a work order template. - With rich text, only black appears on documents. - The parent record field value is empty in service documents. - When you’re designing a template, refreshing the browser can result in missing fields. If you must refresh, use the **Refresh** button on the design template page instead of refreshing the browser. - Long text area fields aren’t supported for related list components in Document Builder. - Languages that read right-to-left are translated, but the document format isn’t supported. - In rich text fields, only custom labels are translated. To see a translation in a service document preview, the mobile device language must be the same as the user profile language and service report language. - In rich text fields, email addresses include a mailto: tag during design time. The mailto tag doesn’t show up in preview or in the final PDF. - Long text and picklists aren’t supported for embedded expressions in rich text. - Community users are supported only for sites with URLs ending in .site.com. - Experience Cloud users cannot trigger service document generation using Apex Class. - Service documents support these languages: - Chinese (Simplified) - Chinese (Traditional) - Danish - Dutch - Finnish - French - German - Italian - Japanese - Korean - Norwegian - Portuguese (Brazil) - Russian - Spanish (Mexico) - Swedish - Thai Inventory Management - Workers using the Field Service mobile app can consume—via the Products Consumed related list—only one serialized product item per product per work order. This limitation doesn’t apply to nonmobile platforms. - The Location field on serialized product items can’t be updated manually. The location auto-updates if a related product transfer is marked received. To enable serialized product transfers (a beta feature), contact Salesforce. Linked Articles Linked articles are knowledge articles attached to a work order, work order line item, or work type. They have the following limitations. - Quick actions and global actions aren’t supported for linked articles. - The Article widget and Feed Articles Tool aren’t available in the feed view. - In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed from feed items. - The Linked Work Types related list isn’t available on articles in any platform. - The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console, use the Articles related list. - Linked articles are read-only in the Salesforce mobile app. Multiday Scheduling With multiday scheduling, you can schedule service appointments that span multiple days. It includes the following limitations. - Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at a time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate travel times. - A service resource can’t be assigned to any other appointment during a multiday service appointment. - When you’re not using Enhanced Scheduling and Optimization, multiday service appointments that overlap with other appointments don’t trigger the Fix Overlaps action. - Multiday service appointments can’t be assigned to capacity-based service resources. - The duration of multiday service appointments can’t span more than 56 calandar days. - If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment is scheduled. For this reason, we recommend against creating dependencies between multiday appointments. - You can only schedule one multiday service appointment at a time. Scheduling multiple multiday service appointments in bulk isn't supported. Operating Hours - You can’t create a parent-child relationship between a custom object and Time Slot where Time Slot is the parent object. - Operating hours can't span a full 24 hours. Instead, use the operating hours 00:00–23:58. - If you aren’t using Enhanced Scheduling and Optimization, operating hours for secondary service territory memberships must be identical to or contained within the resource’s primary territory membership’s hours. Salesforce App Most Field Service features are available in all versions of the Salesforce mobile app. Be aware of these mobile app limitations. - In Salesforce for iOS: - You can’t create service appointments, and the Recent related list isn’t available. - You can’t create service resources or absences, and the Recent related list isn't available on service resources or absences. - On field service records created via a related list, the field that lists the parent record doesn’t populate until you save the record. This issue applies to all versions of the Salesforce mobile app. For example, when you create a service appointment from the Service Appointments related list on a work order, the Parent Record field is blank until you tap **Save**. After you create the record, the parent record field lists the parent work order. - If the Created Date or Last Modified Date fields are in the future, creating or updating records can cause an error when working offline with the offline sync permission disabled. - The Classic Dispatch Console—a Field Service managed package feature—isn’t available in the Salesforce mobile app. - The Linked Work Orders and Linked Work Order Line Items related lists on articles aren’t available. - Linked articles are read-only. You can search the Knowledge base and read attached articles, but you can’t attach or detach articles. To manage linked article settings and attach or detach articles, use the desktop site. - Linked articles can’t be accessed from feed items. Salesforce on iPad Safari - Creating service reports from work orders or service appointments isn't supported on Lightning Experience on iPad Safari. - The Classic Dispatch Console isn’t supported on iPad Safari. We recommend that you use Lightning Experience on a desktop to use the Classic Dispatch Console. Scheduling and Optimization - A scheduling policy can contain up to five Match Boolean work rules. - The Gantt and Appointment Booking features can retrieve up to 2,000 scheduling policies. - Match Fields work rules are supported for global, in-day, and resource optimization only when you're using Enhanced Scheduling and Optimization. - Match Time work rules are supported for schedule optimization only when you’re using Enhanced Scheduling and Optimization. - The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service appointments with a scheduling dependency. - Schedule optimization is supported only for service appointments whose parent record is a work order or work order line item. - When you’re not using Enhanced Scheduling and Optimization, scheduling and optimization is supported only for service territories with at least one primary service territory member. - When you're not using Enhanced Scheduling and Optimization, some resource schedule optimization and in-day optimization requests that fail the authentication process remain in the Open status instead of the Failed status due to a platform limitation. - When you're using Enhanced Scheduling and Optimization, we recommend that optimization requests that include a service resource's secondary territory memberships also include the corresponding primary territory membership. However, optimization requests can still optimize a secondary territory member without the related primary. For example, if you have an optimization request configured with the service territory Los Angeles, and a service resource has a primary service territory membership of San Diego and a secondary service territory membership of Los Angeles, the service resource’s schedule for Los Angeles can be optimized. When you’re not using Enhanced Scheduling and Optimization, optimization requests that include a service resource's secondary territory memberships must also include the corresponding primary territory membership. - Only active territories included in the scheduled optimization job are optimized. - If a service appointment or resource absence doesn’t include an address, the scheduling optimizer assumes that the appointment is at the assigned resource’s home base. This assumption could cause the optimizer to delete the Travel From value from the previous service appointment or resource absence with an address. To avoid deletion, add the resource’s home base address (the Service Territory Member address or, if there isn't a specified address, then the Service Territory address) to the service appointment or resource absence. - Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End -Scheduled Start time = Duration, while taking resource efficiency into consideration. Service appointments that violate this requirement are unscheduled. - If a multiday service appointment has a scheduling dependency, its Scheduled End date isn't calculated when the appointment is scheduled. For this reason, we recommend against creating dependencies between multiday appointments. - If you drag a multiday service appointment, or manually change its Scheduled Start, the Scheduled End doesn’t go beyond the due date regardless of the appointment Duration. - Resource schedule optimization has the following limitations and considerations. - Under **Keep these appointments scheduled**, you can select a category of appointments that must remain scheduled. The optimization can move and then reschedule appointments in this category. If the optimization must keep more than 50 appointments scheduled, it fails. - Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule optimization. For example, a partial chain of a scheduling dependency is excluded. - Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval. - The Gantt doesn’t show percentage-based progress for resource schedule optimization requests. - Shifts assigned to secondary territories aren't considered during resource schedule optimization. Instead, use only shifts without territories or use time slots. This limitation doesn't apply to enhanced scheduling and optimization. - When you’re not using Enhanced Scheduling and Optimization, if the Fix Overlaps feature is in use, the **Reshuffle other assignments** option is only partially supported wuth the **When unable to find a valid schedule for an appointment** setting. If more than one service appointment is dropped from the schedule during a Fix Overlaps operation, only one of the appointments is reshuffled. - You can use [platform encryption](https://www.salesforce.com/products/platform/products/shield/) with standard Salesforce objects and fields. With the managed package, if you encrypt custom objects and fields, scheduling and optimization can sometimes yield unexpected results. - When you’re not using Enhanced Scheduling and Optimization, the optimization engine can create schedule overlaps when travel time updates from street-level routing (SLR) or aerial routing to predictive travel. If a service appointment is scheduled with SLR while predictive travel is enabled (due to delayed predictive results), and the travel time from the previous service appointment is longer with predictive travel, the engine updates the travel time to predictive travel and attempts to fix the overlap. If the service appointment stays in the same place (same day and same service resource or same previous appointment), the engine updates the travel time but keeps the original scheduling gap from the previous appointment. - Service appointments are updated in phases at the end of the optimization process. First, the Scheduled Start and Scheduled End times on the Service Appointment object are updated. Then, the assigned service resource on the related Service Resource object is updated. The appointment must have an assigned service resource for the service appointment status to update to Scheduled. If optimization successfully updates the Scheduled Start and Scheduled End times, but fails to add the assigned resource to the appointment, the appointment's status remains in its current state and isn’t updated. Service Appointments - The Owner and Parent Record fields on service appointments aren't available in custom report types. They also can’t be referenced in formulas, validation rules, workflow rules, flows, or processes. To limit the available owners or types of service appointment parent records, use an Apex trigger. - Service appointment fields whose values are inherited from the parent record can’t be referenced in formulas, validation rules, workflow rules, flows, or processes. The standard inherited fields are Work Type, Account, Parent Record Type, and Parent Record Status Category. - Service appointments with populated Scheduled Start or Scheduled End fields, but without an Assigned Resource, can be corrupted and lead to unexpected behavior in all Field Service actions. - Using seconds or milliseconds in the service appointment Scheduled Start and Scheduled End fields isn't supported. For example, if Scheduled Start is set to 8:00:00 AM and Scheduled End is set to 8:00:45 AM, the optimization engine can unschedule the service appointment because the start and end time is considered the same (8:00 AM). Using seconds or milliseconds in the following service appointment fields also isn't supported: - Due Date - Earliest Start Permitted - Arrival Window Start - Arrival Window End - Any DateTime field used in work rules of type Field Service - Match Time Rule in your scheduling policy, including custom fields. Using seconds or milliseconds in the Start and End DateTime field of the following objects isn't supported: - Resource Absence - Time Slot - Shift - Service Resource Skill - Service Territory Member - Custom objects used in Enhanced Match Rules Service Reports - Service reports can’t be created on service appointments whose parent records are assets, accounts, leads, or opportunities. - The **Create Service Report** action isn’t available in the Salesforce mobile app. - Section titles and rich text fields in service reports can’t be translated. - Digital signature field labels can’t be customized. - Related list filtering on service reports has the following limitations: - The Status field on contract line items isn’t available for filtering. - The Filters tab isn’t available in Internet Explorer 8. - Service Report Template lookup isn’t supported in Visualforce pages. To include Service Report Lookup in a Visualforce page for the edit of a Work Order, create a Custom lookup. Service Resources - If you deactivate a service resource, make sure to update records that were associated with that resource. For example, if a deactivated service resource was a required resource for an account, update that account to prevent scheduling issues. - Future service appointments scheduled to inactive resources aren’t considered in scheduling and optimization. You must manually unschedule these appointments. Sharing In Setup, **Sharing Settings** let you specify default internal and external access to Field Service records. For example, you can share dispatched service appointments to external Experience Builder site users, such as a team of contractors. But if the Default Internal Access is Private or Public Read Only, set the Default External Access to Private or Public Read Only also. If the internal setting is Public Read Write, external resources can see dispatched appointments only when the external setting is Public Read Write and you enable dispatch sharing to resources. Street-Level Routing (SLR) - If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used. - Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each day is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you would get on a night slot with minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR travel time for platform scheduling. This limitation isn’t relevant when you’re using Enhanced Scheduling and Optimization, because the enhanced engine doesn’t use SLR. - Any scheduling action that is triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR is enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If DML occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error. When the schedule falls back to aerial routing due to a failure in the callout, overlaps can appear on the Gantt after the travel time and break update runs and updates the travel to SLR or predictive travel. To avoid an exception, allow the system to use aerial routing or ensure that DML is completed in a separate transaction. If you want transactions of this type to cause an exception rather than a switch to aerial routing, from the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings** | **Scheduling**. Select **Avoid aerial calculation upon callout DML exception**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. #### See Also - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) <!-- document id=8846afcffcc74fb85bf18e6c7e10cc4364ab803de1d9504689feef5e3f29e9fb url=/admin/current/en-us/service/264-0-0/mfs_overview.md --> # Field Service Mobile App The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Field Service mobile app isn’t available in the Apple App Store in mainland China. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> Let's review what the app has to offer. If you aren’t yet using Field Service in Salesforce, see [Set Up Field Service Basics](https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&release=264.0.0&type=5 "Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans.") before getting started with the app. | Feature | Description | | --- | --- | | Agentforce | The AI agent is available in the Field Service mobile app as soon as it’s enabled for your Salesforce org. Using text and images, mobile workers can ask the agent to find records, summarize records, generate a post-work summary, and gather information in a conversational and intuitive experience on the Field Service mobile app. See [Set Up Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_setup.htm&type=5&language=en_US). | | Appointment Assistant | Give customers temporary, live tracking of Salesforce Field Service mobile workers. | | Chatter | Communicate with dispatchers, partners, and customers using Chatter. | | Configurable actions | Configure quick actions to help users quickly complete common tasks, pass record data to other apps, and build flows to guide your team through collecting information and finalizing jobs. | | Configurable layouts | Flexible layouts let you choose what record information to display to your users. | | Custom branding | Brand the app to give it your company’s look and feel. | | Geolocation tracking | Keep tabs on service resources and enable smarter scheduling with resource geolocation tracking. | | Inventory tab | Let your team manage track consumption, request products, and view their inventory from the app. | | Measure lengths | Use augmented reality to measure between two or more points directly from the Field Service mobile app. | | Offline capability | The app works offline, so mobile workers can complete their work even with limited or no network connectivity. | | Pre-Work Brief | Show mobile workers an AI-generated brief that tells them everything they need to know about their upcoming work order. Workers can also get the brief read aloud to them. See [Set Up Pre-Work Brief for Field Service Workers](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief.htm&release=264.0.0&type=5 "Show mobile workers a brief that uses generative AI to tell them everything they need to know about their upcoming work order."). | | Push notifications | Push notifications help your mobile workforce stay up to date, making sure they never miss an important event. | | Quoting | With the Field Service Plus license, you can access the Quote object, which lets you upsell your business. For access to CPQ, an additional license is required. | | Salesforce Knowledge integration | Attach specs, instructions, and best practices to work orders and work order line items to keep relevant information at your team’s fingertips. | | Service reports | Create previewable service reports summarizing field service visits. Seal the deal by capturing customers’ signatures on the reports. | | Shortcuts (iOS only) | Mobile workers can talk to Siri and have her request Agentforce to do something for them in the Field Service mobile app. When a mobile worker says to Siri, “Ask Field Service,” followed by their request, the AI agent starts working its magic in the app. The AI agent can quickly complete any request it’s been set up to do. For example, mobile workers can ask to draft a post-work summary, get information from knowledge articles, or schedule a follow-up appointment. They can also say, “Hey Siri, tell me about my next job in Field Service.” to read their pre-work brief aloud for them. See [Run shortcuts with the Action button](https://support.apple.com/guide/shortcuts/run-shortcuts-with-the-action-button-apdfea15680b/ios) and [Add a shortcut to the Home Screen on iPhone or iPad](https://support.apple.com/guide/shortcuts/add-a-shortcut-to-the-home-screen-apd735880972/ios). | | Site user access | Give members of your Experience Builder site—like contractors—custom access to your field service operation. | | Work order overview screen | Help your team quickly find the information they need to complete assignments. The work order overview screen displays information about a work order’s service appointments, line items, asset history, and more. | ![Field Service mobile app schedule overview page for iOS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/nav.png) ![Field Service mobile app schedule overview page for Android](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/Android_Nav_Map_Schedule.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[About the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_about_parent.htm&release=264.0.0&type=5)** Review key information about the mobile app, including requirements, limitations, supported data types, and security considerations. - **[Set Up Field Service Mobile App Basics](https://help.salesforce.com/s/articleView?id=service.mfs_basics_parent.htm&release=264.0.0&type=5)** Get started with basic tasks of Field Service mobile app setup, including downloading the connected app and giving users access. - **[Work with Offline Priming in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_offline_parent.htm&release=264.0.0&type=5)** Equip your workforce with the Field Service mobile app’s offline capability so that they can complete tasks regardless of network availability. - **[Customize the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_customize.htm&release=264.0.0&type=5)** Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and create unique mobile experiences for different user profiles. - **[Set Up Location Features in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_location_features.htm&release=264.0.0&type=5)** Take advantage of geolocation-based actions, learn how service resource location is tracked, and set up native GIS for the mobile app. - **[Add More Features to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_more_features.htm&release=264.0.0&type=5)** Extend the mobile app with value-adding capabilities like form-based data capture, mobile quoting, and offline functionality. - **[Using the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_use_app.htm&release=264.0.0&type=5)** Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app. #### See Also - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") - [Technical Requirements for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_requirements.htm&release=264.0.0&type=5 "Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets.") - [Using the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_use_app.htm&release=264.0.0&type=5 "Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app.") - [_Trailhead_: Boost Field Service with Mobile](https://trailhead.salesforce.com/en/content/learn/trails/boost-field-service-with-mobile) <!-- document id=cd1c41f8bb2bed135b8accf522690042792d28fdc04051c73510a177f046b2bb url=/admin/current/en-us/service/264-0-0/mfs_builder_limits.md --> # Field Service Mobile App Builder Considerations and Limitations Before you start working with the Field Service Mobile App Builder, here are some things to know. - The Field Service Mobile App Builder is available for Android and iOS. - Field Service Mobile Builder configurations aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes. To use Mobile Builder configurations in sandboxes, use Full Copy. - On Android, tabs that are customized using the Field Service Mobile App Builder don’t maintain their current state when switching between tabs and when rotating the mobile device. To avoid this issue, lock the device's screen rotation. - The maximum number of tabs allowed is 15. - The Profile tab in the Field Service mobile app is fixed on the right side of the tab bar. Because you can’t modify its location and function, it isn’t shown in the mobile app builder. - The number of tabs shown in the mobile app builder canvas doesn’t match what the user sees on the actual mobile device. There’s always one additional tab on the device. The Profile tab in the Field Service mobile app is fixed on the tab bar and can’t be modified, so it isn’t shown in the mobile app builder. - Configuration app names must be unique to all builders. You can't reuse app names that are used in Mobile Builder for Seller-Focused Experience or the Mobile Builder for Salesforce App. <!-- document id=7ea8bd67b8b3714632400d2cc88399825d28aa193e6aad34a852b78a989a7425 url=/admin/current/en-us/service/264-0-0/mfs_limits.md --> # Field Service Mobile App Limitations Review limitations and considerations for the Field Service mobile app for Android and iOS. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Field Service Mobile App isn’t available in the App Store in mainland China. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Barcode Scanner - For a list of supported barcodes, see [Supported Barcodes](https://help.salesforce.com/s/articleView?id=service.mfs_supported_barcodes.htm&release=264.0.0&type=5 "Learn about the barcodes that are compatible with the Salesforce Field Service mobile app."). - (iPad) Barcode scanning isn’t supported in Split View. ## Briefcase Builder - Related lists don't work offline when the records are primed with Briefcase Builder. - The Product object in the Inventory tab isn’t supported. - Time sheets aren't supported for offline use via briefcase. - The Inventory tab isn’t available offline. ## Chatter - The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab in Android is supported only on the work order, work order line item, and service appointment objects. - (Android only) Chatter is disabled when the app doesn’t have internet connectivity. ## Data Capture - Create, update, or delete operations can only be added to the end of the flow. You can’t add screens after or between any Create, Update, or Delete operations. Create, Update, and Delete operations can be in any order, as long as they are all at the end of the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This constraint protects the integrity of offline functionality. Create, Update, and Delete operations can only be executed while a mobile worker is online. When a mobile worker is offline, these operations can’t execute until the mobile worker is online again. - Create Records, Get Records, Update Records, Delete Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Get Records operations can only be used to retrieve records of User Interface API enabled objects. You can find a list of supported objects at [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Subflows are supported, but you can’t use Create, Update, or Delete operations with them. ## Document Builder - For a Work Order template to work on the Field Service mobile app, you must also create a Service Appointment template. - For a parent work order with a child service appointment, mobile users can’t access the Work Order template from the template selector. You must create a Service Appointment template even if you don’t want to use it. We suggest creating a Service Appointment template that’s identical to your Work Order template to minimize confusion. - You can’t select different templates for drafts saved with Work Order or Work Order Line Item templates. You can select different templates only for drafts saved with Service Appointment templates. - Only the language defined in the service report language field is available to the user at the time of priming. - In rich text fields, only custom labels are translated. To see a translation in a service document preview, the mobile device language must be the same as the user profile language and service report language. ## Flows - Compound fields, for example street addresses, can’t be used directly in mobile flows. To access this data, fields such as city and country that comprise the compound field must be used instead. - Select formula functions and operators are available offline. - Backslash \\ characters, single quotes ( ' ), and multi-line strings aren’t supported in flow formula fields. - CRM Core App screen flows aren’t supported in the Field Service mobile app. Only Field Service mobile flows are supported. - Email alert actions aren’t supported in flows. - Paused flows aren’t supported. If you left a flow in progress or exit the Field Service mobile app, you can’t resume the flow where you left off. - Flows with many CRUD operations can take a long time to process. To speed up this process contact Salesforce Support to request that the draft queue is paused. - Flows cannot have dependencies on Apex or record triggers. - Flows with deep links can cause issues and are not recommended at this time. - The `wasSelected` operator can’t be used in decisions. - For `eval()` functions, the boolean values `true` and `false` are case-sensitive. - Hardcoded ID values must be 18 digits long. 15-digit values aren’t supported. - Fault connectors aren’t supported in flows. - When uploading images in flows, the content document IDs parameter isn’t supported. Admins must create a flow confirmation screen to show which images were uploaded. Videos and other file types aren’t supported. - Flows don’t support the following elements. Adding these elements to a flow causes it to display an error. - Lightning components (except for file upload) - Output parameters on file upload except for “Uploaded File Names” - Choice resources with Display Text Input enabled - Actions with output parameters ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Some flows that have actions with output parameters don’t cause an error immediately, but they’re still not supported. - Flows don’t support the Section screen component. - Flow picklists that include a default value aren't supported. If you choose a default value, it isn't shown as the default value in the picklist and isn't used in the mobile flow. To work around this issue, add a separate choice that is a constant equal to the value of the default value in the object’s screen picklist value. - In flows, radio button fields that aren’t required allow the user to select from a list of values, including a --None-- option. --None-- is a null value that allows the field to be optional. - Flow picklists use the values of the choice set from which the default value is assigned. - Flow record variables require record fields to be accessed through their field API names. Use of field relationship names isn’t supported. - Record field lookups are limited to one level of indentation. If more levels are required, use assignment elements. - Flow text areas have a 2,000-character limit. - Using semicolons when defining user choices in flow checkbox groups and multi-select picklists isn’t supported. If you use semicolons for user choices, the data doesn’t render accurately. - Record choice sets don’t retain the value that is selected. A record choice set variable can’t be used to determine what selection was made. However, the component used to make the selection, such as a picklist, saves that value for later use. - Custom Logic and the `or` operator within `Get` elements and the record choice set variable aren’t supported in the Field Service mobile app. - When using a flow that has a subflow, returning to the main flow from the subflow using the Previous button discards entered data. - Recently added records from the Field Service org don’t show in mobile flows when using Flow Record Choice Set or the Get element to query from these records. To resolve this issue, log out and then back into the mobile app. - Flows installed on the Field Service mobile app using a managed package result in an error. We recommend using an unmanaged package instead. This error only occurs on the mobile app. - HTML text isn’t supported in Flow builder. - Mobile flows support only these global values: - $Flow.CurrentDateTime - $Flow.CurrentDate - $GlobalConstant.EmptyString - Flows on desktop and mobile don’t support picklist default values that are derived from an object’s picklist values. - If a default value is assigned in the picklist component of the flow, then the values are populated from the default picklist field value and not the picklist choice set assigned to it. - Running a flow as another user isn’t supported. - Only the following assignment operations for collections are supported: - Add - Equal - Equals Count - Picklist values are expanded if there are five or fewer values or if the picklist is the only component on that particular flow screen. Otherwise, values are displayed as a dropdown list. - When a Record Choice Set is used as a data list for a single item picklist in a flow, the screen doesn’t display correctly. To work around this behavior, add additional items to the picklist. - In mobile flow filtering, the user sees a related list instead of a picklist if these conditions are met: - The flow value store always has a specified parent ID (the parameter with ID passed in), unless the parent ID from the value store is nulled. - The user creates a screen step in the flow builder with a single field, and that field uses a single dynamic choice as choice reference. Additionally, the dynamic choice isn’t a picklist and contains the parent record ID as a filter. - The parent record identified by the parent ID has a dynamic choice type configured as a related list. - Flows can have up to nine conditions in a decision element. - Record Choice Sets created using the `AttachedContentDocument` objects on a Work Order or other supported object don't work in the mobile app. The mobile app doesn't support showing a related list for files within a flow. - When using the `NOW()` formula in fields, create a separate formula resource that resolves to `NOW()`, and use that resource in the validation field. Doing so ensures the latest timestamp is used on the flow launch. - Flows retain variable values after they’re entered. Clicking the **Back** button in a flow doesn’t clear the value. - In Field Service mobile app flows that use the Create Record element, the ID populates with the app’s cache ID. This cache ID isn’t the newly created record’s ID. To access the cache ID in a flow on the app, you must turn on the option "Use separate resources, and literal values" in the Create Record element. - Chaining of formulas in the same flow step isn’t supported. - Collection Choice Sets aren’t supported in flows. - Changing the name of or hiding navigation buttons in flows isn’t supported in the Field Service mobile app. - When a mobile flow contains an image, the `BeforeInsert` trigger in Apex can cause an error. - To remove access to custom objects, log out and then back into the mobile app. - Conditional visibility isn’t supported, with the exception of Data Capture. - The In and Not In operators in flows aren’t supported in the Field Service mobile app. - Dependent picklists are supported in mobile flows but aren’t supported on the desktop site. - Get elements in a flow are cached locally. Pull to refresh to get new data for Get records. This limitation doesn't apply to users with LDS enabled. - Rich text in flows doesn’t show color in the Field Service mobile app. - A custom flow for login must be set up when the Session Activation Required permission is enabled for Field Service mobile users. Without a custom flow for login, mobile users lose access to the Service Resource object and can’t log in to the mobile app. - Flows that modify the **Service Report Language** field on the Work Order object don’t work offline. - New records created using a flow in the Field Service mobile app don’t have the auto-number field data type’s value populated. The field isn’t populated, because the number is generated by the server during record creation and isn’t available locally on the app. - Flow Builder on web allows users to assign empty values for record fields and are treated as null. However, on mobile, any fields in the assignment block with empty values are ignored, and no empty values are specified. - You can’t update the chatter feed on a new record from a flow when LDS is enabled. - Each Create, Update, or Delete action in a Field Service Mobile Flow runs as a separate transaction, meaning each action is processed individually. This behavior differs from the desktop experience, where multiple record changes can be grouped into a single transaction. ## Inventory Management - If you use the setting Enable Multiple Locations, the **Add** and **Add All** buttons are removed from the Product Required screen. Instead, manually add the required products for multiple inventory locations. - When using multiple inventory locations, a maximum of 10 locations per location type are shown and primed. - A maximum of 1,000 products are shown in inventory lists and is the maximum number of products that can be primed. - When consuming a serialized product in the Field Service mobile app, a products consumed record without serial numbers is created. Mobile users can remove those records only if they’ve deleted permissions for products consumed. - If a work order includes serialized products as required items, you can view the required products, but the **Add All Products Required** button is disabled. - Only admin profiles and users can delete product consumed records for serialized products. ## Knowledge - (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the **Session Settings** page in Setup. - (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app. - (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the related list. - (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices. - If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that language. If the device isn’t running in a supported language, no knowledge articles are shown. - Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter Feed. - (iOS only) If a knowledge article is updated on desktop, users must log out and log back into the Field Service mobile app to see the changes. ## Lightning App Extensions - The Salesforce app can launch and accept parameters for Visualforce pages exposed as a Lightning Page Tab. However, the Lightning Page Tab name can’t have any spaces in it. ## Lightning Web Components (LWCs) - LWCs in Field Service Mobile do not fetch picklist values during priming. As a result, LWC page references aren’t primed. - Priming times when SLDS is enabled are significantly affected by the LWCs that are being primed. Customers who experience long priming times may have LWCs that trigger numerous adapter calls during Komaci priming. - Service Appointments and Work Orders are not supported for LWC Quick Actions. - Implement state saving in LWC actions to allow users to perform other tasks in the Field Service mobile app while an LWC action is running. Without state saving, if users leave the LWC action to perform other work in the web browser, Android devices will reset the in-progress LWC's state. - Tabs containing content, such as forms that use LWCs, can reset and lose their content. On iOS, this issue occurs when switching between LWC tabs. On Android, it can happen when switching between any tab types and when rotating the device. ## Quick Actions - For Salesforce Lightning Data Service-enabled environments, global quick actions don’t refer to the record type fields. - Lightning Component and custom override quick actions aren’t supported. - Quick action values aren’t updated when working offline. - Quick actions can override the permission "accurate record dates for offline", causing inaccurate logging after the app comes back online. - Custom icons in quick actions aren’t supported. - Quick actions with default values can take up to a minute to render during poor or unstable network connectivity. - Service Appointments and Work Orders aren’t supported for LWC Quick Actions. ## Related Lists - Data Cloud objects, including those with \_\_dlm, \_\_dll, or CDP API names, are not supported in related lists in the Field Service mobile app. - Related lists behave differently in mobile previews. - The order of records in related lists can differ between the preview and the printed report. - If a service report template includes a related list, the list populates only if it's on the page layout of the record that the service report is being generated for. - On the printed report, all related lists are printed. In the mobile preview, a related list must be on the preview page layout to appear on the preview. - The Notes related list isn’t supported. - Related lists are limited to displaying 50 records due to performance concerns with GraphQL queries. The 50-record limit for related lists in Field Service Mobile can be overridden using the RELATED\_LIST\_LIMIT\_OVERRIDES custom app setting. - Related lists don’t show details of Salesforce objects that you can’t include in a page layout, such as Work Order History. - Related lists for person accounts don't work properly if the related list doesn't use Account as the lookup field. ## Resource Absences - If you haven’t primed or viewed any resource absences, you receive a network error when you try to create and view resource absences offline. ## Service Appointments - The Recently Viewed service appointments list view shows all service appointments assigned to a user even if the user hasn’t viewed them. - Service appointment list views of more than 2000 don’t display labels as dropdown values on the mobile app’s Schedule tab. - The schedule list isn't refreshed unless the ScheduleUpdateFreq timeout value is reached. - If you’re using Appointment Assistant, when a mobile worker manually updates the status of a service appointment by directly editing the record, Appointment Assistant is triggered. It’s also triggered when the appointment gets updated through a flow or an automatic status change. When a Lightning web component updates the same status, Appointment Assistant isn’t triggered. - The mobile app fetches a maximum number of 1000 service appointments from all service appointment list views. - When you view a service appointment from your desktop, the **LastViewedDate** field is updated. - (Android only) When the **Subject** field on Service Appointment is null, the **Last Modified Date** field shows as the subject on Android devices. ## Service Reports - Users can’t select a template when creating a service report in the mobile app. Instead, a template is selected based on this order: - The work order template - The work type template - The standard template - Service report previews have these limitations: - Although users can make an offline request to generate a service report, the final PDF is created only when the user’s device is online. - The app doesn’t automatically get the latest data before generating a service report preview, so data in service report previews can be out of date. This limitation applies to online and offline service report previews. - If a reference field exceeds the maximum priming depth of 2, it isn’t populated. - Formula field values can be inaccurate in a preview because they aren’t dynamically calculated. - Roll-up summary fields are blank. - These elements aren’t visible: - Cases related list - Headers and footers - Organization fields - Certain data fields - Images in rich text fields on a service report template or service appointment, work order, or work order line item page layout - The Digital Signature object **Place** field isn’t supported. - Text fields and rich text area fields are truncated to 255 characters. This limitation occurs on rich text area fields, other types of text fields, standard fields, and custom fields. - A service report language pick list shows all supported languages, not only the active ones. - Although the picklist values aren’t translated in service report previews, they’re translated into the supported language when the service report is generated. - The signature image doesn’t appear when mobile workers create multiple service reports offline from the same record on the Field Service mobile app. - When mobile workers collect signatures on a service report from the Service Appointment object, the Client Signature button shows only on the Service Appointment overview. When mobile workers collect a signature for a service report from the service appointment’s Action screen, the Client Signature button shows as “Default Signature.” - Custom validation isn't supported when Lightning Data Service is enabled. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder. - Service reports that fail to generate don't succeed when retried. This limitation is only relevant to Service Reports and doesn't pertain to Document Builder. - Users with Community licenses must be granted permission to access service report previews on the Field Service mobile app. ## Work Orders - To numerically sort work order line item records, use this format: - Add a zero, if needed, to create a two-digit number. For example, 02 correctly sorts before 12. - If 100 items or more are required, create a text field and add numeric values prepended by zeros to create a three-digit number. Then, sort on that field. For example, 002 and 012 correctly sorts before 100. However, Field Service on desktop doesn’t support preceding zeros. To sort correctly on the desktop, define the sort order by 10 on a number field of a custom object, for example, 10, 20, 30. - For the Overview tab to be visible, work order line item page layouts must include the Asset field and the Service Report related list. - Searching the price book fails if you assign rich text area fields to the Product object’s search layout. - Work orders allow a maximum of 1,000 work steps per work order. However, the total length of all fields in the Work Step object must not exceed 20,000 characters. If you exceed this limit, some work steps don’t appear in the mobile app. - If sharing isn't enabled for the Work Order object, work orders disappear from the search list view in the Work Order lookup after the user logs out of the Field Service mobile app. ## General Limitations - When displaying related lists in the mobile app, such as the work order line items for a work order, the number of records returned is determined by the size of object and the fields on that object.. - Plain text fields no longer support rich text or HTML content. - Time fields without a date aren’t supported in the Field Service mobile app. - Under the profile tab, only 10 resource absence records are displayed. - Visualforce pages aren’t supported in the app, including actions and Visualforce components on page layouts. - Lookup filters aren’t supported. - Enhanced notes aren’t supported. - Users aren’t able to change the ownership of objects like Service Appointments or Work Orders. - In some countries, certain mapping features, such as driving directions and ETA, aren’t supported for Apple or Google maps. - If a user’s device is offline, its location data can’t be accessed. When the device is back online, its last known location is sent to Salesforce. - The Contact Card section on the Work Order Overview screen displays the contact associated with the Service Appointment, rather than the Work Order. To view the Contact Card, make sure to populate the Contact field of the Service Appointment. - Paging isn’t supported for SOQL queries. The maximum number of records a query can return is 2,000. - Formulas aren’t supported on the Details tab. - If a default list view is selected, all list views that a user has access to are shown in the app. There’s no way to hide or suppress specific list views in the Field Service app. - If a selected picklist value is inactive, it isn’t shown in the Field Service app, but it’s shown on the Field Service desktop application. - If the launch field value passes a URL from a formula field value, App Extensions throw an error that a required app isn’t installed. - Default values in Time Sheet Entry fields don’t populate on the Field Service mobile app. - If the currency field is updatable, it’s displayed as a number without a currency symbol and obeys the field decimal places setting. However, if the currency field isn’t updatable, it’s displayed as a number with a currency symbol and two decimal places only. - When a currency field supports multiple currencies, only the set amount shows in the mobile app. Currency conversions aren’t displayed. - If the record type field isn’t on the page layout when a resource absence is created, the default record type is automatically set. To work around this issue, add the Record Type field to the resource absence page layout. - User Profile on the User page and RecordType on the Work Order Details page aren’t supported as layout objects, but they can appear as links in the Field Service mobile app. Clicking these objects shows an error message and a blank screen. - Record pagination isn’t supported in the Field Service mobile app. - Notification settings use the mobile settings assigned to the user initiating the request, not the user receiving the request. - If an object hasn't been primed or previously accessed, including new records, it isn't visible from another object’s UI. - When launching the Field Service mobile app, the lock screen keeps the same screen orientation, which can’t be changed by rotating the device. To change the lock screen orientation, close the mobile app, change to the desired orientation, then relaunch the mobile app. - The Mobile Extension Toolkit (MET) isn’t supported in SLDS. Customers must migrate their MET to a Lightning web component (LWC) for use with SLDS. - During OAuth 2.0 authentication, Salesforce creates a temporary short-term session to bridge the gap between login and the Salesforce authorization (Allow Access) screen. This temporary session, which uses a cookie, isn’t tied to the OAuth refresh or access token and therefore isn’t invalidated at logout. Instead, the session remains valid until it expires. The most recently authenticated customer remains logged in until the temporary session expires and they’re temporarily unable to log out. These sessions have an intentionally short lifetime, after which the user can log in normally. - In environments enabled with SLDS, the field values OldValue and NewValue can’t be loaded in Histories related records. - The Field Service mobile app doesn't support free-form text entries in picklists. - If a network error occurs, the Field Service mobile app can attempt to recreate a link from a record to a content document resulting in the error message, “Document with ID XXXX is already linked with the entity with ID YYYY". This issue can also occur when uploading images in flows. To prevent these false error messages from showing, set the custom attribute **DUPLICATE\_AVOIDANCE** toTrue. This issue occurs only when Lightning web components aren’t enabled. - Apps that use Experience container aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes. Data is copied only in Full Copy sandboxes, which carries over to Experience container as well. - When an image is stored in an embedded binary store from the feed tab, it isn't available in the Files related list. - Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric custom attribute to the connected app. - Icons in the Field Service mobile app are not customizable. - When you create Partial, Developer, or Developer Pro sandbox copies, only the metadata from the production org is copied, not the data. To ensure both metadata and data are copied, use a Full Copy sandbox. - Backdating is availble via record creation, not record updates. Use the permissions mentioned in [this](https://help.salesforce.com/s/articleView?id=000386699&type=1&language=en_US) Knowledge Article. **Android Only** - The Event Insights card is available only on Android devices. - Some device makers prohibit using commas as a decimal separator in their standard app keyboards. To work around this issue, download a new keyboard app, or copy and paste the comma from another input in the application. - By default, you must use a Lightning app extension to automatically open records in the Salesforce app. - Features that use Google services like push notifications and Google maps aren’t supported in China. - Related list file previews are limited to .pdf, .html, and .txt file types. To view other file types you must have third-party apps installed. For example, to view spreadsheets you must download an application like Google Sheets. - Dark mode isn’t supported. - Some Android devices running Android 11 reset flow states when the device screen is rotated. To avoid this issue, lock the device's screen rotation. - Hex values defined in mobile settings must be six digits. - Tabs that are customized using the Field Service Mobile App Builder don’t maintain their current state when switching between tabs and when rotating the device. To avoid this issue, lock the device's screen rotation. **iOS Only** - iOS devices automatically stay awake during priming without the user tapping the screen. If low power mode is on, the device doesn’t stay awake during priming. - Custom list views can take a minute or more to sync. - Only plain text is supported for rich text fields. - Default values aren’t available in offline mode. - Lookup fields like Account aren’t supported on the Schedule, Work Order, and Work Order Line Item tabs. - Custom override on actions isn’t supported, including custom override on lookup logic. - Apple limits what apps can do while in the background or when the device is locked, which is important when priming. Always prime to completion before going offline. - In iOS, the Waze app recommends using coordinates rather than addresses to specify a destination for optimal navigation accuracy. - In iOS14 and later, the Field Service mobile app doesn’t comply with the default app settings you set. For example, if you choose Outlook or Gmail for email, Field Service ignores the setting and instead uses the iOS Mail app, which is the Field Service default. - Actions in landscape orientation aren’t supported. Actions are only shown in portrait mode. - iOS has a 24-hour format setting that overrides other time settings regardless of the device's region or locale. This format override impacts some components, such as the date and time picker and flow fields. - You can’t copy and paste data from apps that aren’t Salesforce, such as Safari, when DISABLE\_EXTERNAL\_PASTE is set to **TRUE** in the connected app settings. - In iOS 15, the iPad calendar view doesn’t show dots to indicate that a service appointment exists. - In iOS, an ETA and driving directions are provided only if the user is within 1000KMs of the destination. - In iOS, photos uploaded from the Field Service mobile app intermittently include unwanted white space. To prevent this issue, delete the MAX\_IMAGE\_UPLOAD\_SIZEconnected app setting. Alternatively, when taking landscape photos in the Field Servive mobile app, ensure your device's camera orientation sensor is triggered. The sensor is active when the zoom factor buttons visibly change their rotation. Simply tilting the device "flat down" (screen facing up) from a portrait position, and then rotating it clockwise/counterclockwise, may fail to trigger the orientation sensor. #### See Also - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service).") - [Technical Requirements for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_requirements.htm&release=264.0.0&type=5 "Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets.") - [View Knowledge Articles in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_knowledge.htm&release=264.0.0&type=5 "Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team.") <!-- document id=4b8fa83375ef3062c49a7d1817c12303e58f650d4fc41d5bcfeb1db1fda8b036 url=/admin/current/en-us/service/264-0-0/wfs_mobile_app_limitations.md --> # Field Service Mobile App Limitations for Workforce Scheduling Review constraints for barcode scanning, inventory, knowledge, appointments, and work orders in the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Barcode Scanner - For a list of supported barcodes, see [Supported Barcodes](https://help.salesforce.com/s/articleView?id=service.mfs_supported_barcodes.htm&type=5&language=en_US). - (iPad) Barcode scanning isn’t supported in Split View. ## Briefcase Builder - Related lists don't work offline when the records are primed with Briefcase Builder. - The Product object in the Inventory tab isn’t supported. - The **Inventory** tab isn’t available offline. - Briefcase configuration for Public Sector Solutions data is an unmanaged package. ## Chatter - The Feed tab in iOS is supported only on the work order, work order line item, service appointment, and case objects. The Feed tab in Android is supported only on the work order, work order line item, and service appointment objects. - (Android only) Chatter is disabled when the app doesn’t have internet connectivity. ## Data Capture - You can add Create, Update, or Delete operations only at the end of the flow. You can't add screens after or between any Create, Update, or Delete operations. Create, Update, and Delete operations can be in any order, as long as they're all at the end of the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note This constraint protects offline integrity. Create, Update, and Delete operations run only while a mobile worker is online. When a mobile worker is offline, these operations wait until the mobile worker is online again. - Create Records, Get Records, Update Records, and Delete Records operations can retrieve only records of User Interface API enabled objects. For the list of supported objects, see [All Supported Objects](https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm). - Subflows are supported, but you can't use Create, Update, or Delete operations with them. - Data Capture forms aren't supported for interactions. ## Interactions - Data Capture forms and service documents aren't supported for interactions. ## Inventory Management - If you use the **Enable Multiple Locations** setting, the **Add** and **Add All** buttons are removed from the Product Required screen. Manually add the required products for multiple inventory locations. - When you use multiple inventory locations, a maximum of 10 locations per location type are shown and primed. - A maximum of 1,000 products are shown in inventory lists. That number is also the maximum number of products that can be primed. - When a mobile worker consumes a serialized product in the Field Service mobile app, the app creates a product consumed record without serial numbers. Mobile users can delete those records only if they have delete permission on Products Consumed. - If a work order includes serialized products as required items, you can view the required products, but the **Add All Products Required** button is unavailable. - Only users with an admin profile can delete product consumed records for serialized products. ## Knowledge - (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce don’t load correctly. Use an image link that users can open. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the **Session Settings** page in Setup. - (iOS only) Some knowledge articles in supported languages, such as Japanese, don't show in the Field Service mobile app. - (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles from the related list. - (Android only) In knowledge article details, field names such as Title don’t display on Android devices. - If a device is running in any of Salesforce’s 26 supported languages, the app translates knowledge articles to that language. If the device isn’t running in a supported language, no knowledge articles are shown. - Settings for optimized images are supported in files uploaded in mobile flows. Those settings aren’t applied to images uploaded in the Chatter feed. - (iOS only) If a knowledge article is updated on the desktop site, users must log out and log back in to the Field Service mobile app to see the changes. ## Pre-Work Brief - Pre-Work Brief requires additional licensing and isn't available to all customers. The Pre-Work Brief template is available for Licensing, Permitting, and Inspections (LPI) use cases only, with Business License as the assumed Visit parent. ## Lightning App Extensions - The Salesforce mobile app can launch and accept parameters for Visualforce pages exposed as a Lightning page tab. The Lightning page tab name can’t include spaces. ## Lightning Web Components - Lightning web components in the Field Service mobile app don't fetch picklist values during priming. As a result, Lightning web component page references aren’t primed. - Priming times when Salesforce Lightning Design System (SLDS) is enabled depend on the Lightning web components that are primed. Long priming times can come from Lightning web components that trigger numerous adapter calls during priming. - Service appointments and work orders aren't supported for Lightning web component quick actions. - Implement state saving in Lightning web component actions so users can do other work in the Field Service mobile app while an action is running. Without state saving, if users leave the action to do other work in the browser, Android devices reset the in-progress component's state. - Tabs that contain content, such as forms that use Lightning web components, can reset and lose their content. On iOS, this issue occurs when switching between Lightning web component tabs. On Android, it can happen when switching between any tab types and when rotating the device. ## Quick Actions - For Salesforce Lightning Data Service-enabled environments, global quick actions don’t refer to the record type fields. - Lightning component and custom override quick actions aren’t supported. - Quick action values aren’t updated when working offline. - Quick actions can override the Accurate Record Dates for Offline permission, which causes inaccurate logging after the app comes back online. - Custom icons in quick actions aren’t supported. - Quick actions with default values can take up to a minute to render during poor or unstable network connectivity. - Service appointments and work orders aren’t supported for Lightning web component quick actions. ## Related Lists - Data Cloud objects, including objects with `__dlm`, `__dll`, or CDP API names, aren't supported in related lists in the Field Service mobile app. - The Notes related list isn’t supported. - Related lists display up to 50 records because of performance concerns with GraphQL queries. You can override the 50-record limit with the `RELATED_LIST_LIMIT_OVERRIDES` custom app setting. - Related lists don’t show details of Salesforce objects that you can’t include in a page layout, such as Work Order History. - Related lists for person accounts don't work if the related list doesn't use Account as the lookup field. ## Resource Absences - If you haven’t primed or viewed any resource absences, you receive a network error when you try to create and view resource absences offline. ## Service Appointments - The Recently Viewed service appointments list view shows all service appointments assigned to a user, including appointments the user hasn’t viewed. - Service appointment list views of more than 2,000 records don't display labels in the dropdown menu on the **Schedule** tab. - The schedule list isn't refreshed until the `ScheduleUpdateFreq` timeout value is reached. - If you use Appointment Assistant, Appointment Assistant starts when a mobile worker updates the status of a service appointment by editing the record. It also starts when the appointment is updated through a flow or an automatic status change. When a Lightning web component updates the same status, Appointment Assistant doesn’t start. - The mobile app fetches a maximum of 1,000 service appointments from all service appointment list views. - When you view a service appointment from the desktop site, the `LastViewedDate` field is updated. - (Android only) When the **Subject** field on Service Appointment is null, the **Last Modified Date** field shows as the subject on Android devices. - Service appointment bundling isn't supported for service appointments that have a Visit or Interaction context record. - When a service appointment is associated with a Visit or Interaction, the actions menu uses the Visit or Interaction for record edit and record details. Contact actions, get directions, and status change use the service appointment. ## Work Orders - To sort work order line item records numerically, use this format. - Add a zero, if needed, to create a two-digit number. For example, 02 sorts before 12. - If you need 100 items or more, create a text field and add numeric values prepended by zeros to create a three-digit number. Then sort on that field. For example, 002 and 012 sort before 100. Field Service on the desktop site doesn’t support preceding zeros. To sort on the desktop site, define the sort order by 10 on a number field of a custom object, for example, 10, 20, and 30. - For the Overview tab to be visible, work order line item page layouts must include the Asset field and the Service Report related list. - Searching the price book fails if you assign rich text area fields to the Product object’s search layout. - Work orders allow a maximum of 1,000 work steps per work order. The total length of all fields on the Work Step object must not exceed 20,000 characters. If you exceed this limit, some work steps don’t appear in the mobile app. - If sharing isn't enabled for the Work Order object, work orders disappear from the search list view in the Work Order lookup after the user logs out of the Field Service mobile app. ## General Limitations - When the mobile app displays related lists, such as the work order line items for a work order, the number of records returned depends on the size of the object and the fields on that object. - Plain text fields don't support rich text or HTML content. - Time fields without a date aren’t supported in the Field Service mobile app. - Under the profile tab, only 10 resource absence records are displayed. - Visualforce pages aren’t supported in the app, including actions and Visualforce components on page layouts. - Lookup filters aren’t supported. - Enhanced notes aren’t supported. - Users can’t change the ownership of objects such as service appointments or work orders. - In some countries, mapping features such as driving directions and estimated time of arrival (ETA) aren’t supported for Apple Maps or Google Maps. - If a user’s device is offline, its location data can’t be accessed. When the device is back online, its last known location is sent to Salesforce. - The Contact Card section on the Work Order Overview screen displays the contact associated with the service appointment, rather than the work order. To view the Contact Card, populate the Contact field on the service appointment. - Paging isn’t supported for SOQL queries. The maximum number of records a query can return is 2,000. - Formulas aren’t supported on the Details tab. - If a default list view is selected, the app shows every list view that a user has access to. You can't hide a specific list view in the Field Service mobile app. - If a selected picklist value is inactive, it isn’t shown in the Field Service mobile app. The inactive value is shown on the Field Service desktop site. - If a launch field value passes a URL from a formula field, app extensions return an error that a required app isn’t installed. - If a currency field is updatable, it’s displayed as a number without a currency symbol and uses the field’s decimal places setting. If the currency field isn’t updatable, it’s displayed as a number with a currency symbol and two decimal places. - When a currency field supports multiple currencies, only the stored amount shows in the mobile app. Currency conversions aren’t displayed. - If the record type field isn’t on the page layout when a resource absence is created, the default record type is set. To set the record type yourself, add the Record Type field to the resource absence page layout. - User Profile on the User page and Record Type on the Work Order Details page aren’t supported as layout objects. They can appear as links in the Field Service mobile app. Selecting these links shows an error message and a blank screen. - Record pagination isn’t supported in the Field Service mobile app. - Notification settings use the mobile settings assigned to the user who starts the request, not the user who receives the request. - If an object hasn't been primed or previously accessed, including new records, it isn't visible from another object’s page. - When you launch the Field Service mobile app, the lock screen keeps the same screen orientation. Rotating the device doesn’t change that orientation. To change the lock screen orientation, close the mobile app, change to the orientation you want, and then relaunch the mobile app. - During OAuth 2.0 authentication, Salesforce creates a temporary short-term session to bridge the gap between login and the Salesforce authorization (Allow Access) screen. This temporary session, which uses a cookie, isn’t tied to the OAuth refresh or access token and therefore isn’t invalidated at logout. The session remains valid until it expires. The most recently authenticated user stays logged in until the temporary session expires, and during that time the user can’t log out. These sessions have a short lifetime. After the session expires, the user can log in normally. - In orgs with Salesforce Lightning Design System enabled, the Old Value and New Value field values can’t be loaded on history related records. - The Field Service mobile app doesn't support free-form text entries in picklists. - If a network error occurs, the Field Service mobile app can try to recreate a link from a record to a content document. That attempt returns the error message “Document with ID XXXX is already linked with the entity with ID YYYY.” This issue can also occur when uploading images in flows. To keep these error messages from showing, set the `DUPLICATE_AVOIDANCE` custom attribute to True. This issue occurs only when Lightning web components aren’t enabled. - Apps that use Experience containers aren't fully duplicated in Partial Copy, Developer Copy, or Developer Pro Copy sandboxes. Data is copied only in Full Copy sandboxes, and that data carries over to the Experience container. - Biometrics aren’t supported for the Field Service mobile app. Don’t add the Biometric custom attribute to the connected app. - Icons in the Field Service mobile app aren't customizable. - When you create a Partial Copy, Developer, or Developer Pro sandbox, only the metadata from the production org is copied. To copy both metadata and data, use a Full Copy sandbox. - You can backdate a record when you create it. You can't backdate a record when you update it. For the required permissions, see [Knowledge article 000386699](https://help.salesforce.com/s/articleView?id=000386699&type=1&language=en_US). - iOS devices stay awake during priming without the user tapping the screen. If Low Power Mode is on, the device doesn’t stay awake during priming. - Custom list views can take a minute or more to sync. - Only plain text is supported for rich text fields. - Default values aren’t available offline. - Lookup fields such as Account aren’t supported on the Schedule, Work Order, and Work Order Line Item tabs. - Custom overrides on actions aren’t supported, including custom overrides on lookup logic. - Apple limits what apps can do in the background or when the device is locked. Finish priming before the device goes offline. - On iOS, the Waze app works best when you use coordinates rather than addresses to specify a destination. - In iOS 14 and later, the Field Service mobile app doesn’t use the default app settings on the device. For example, if you choose Outlook or Gmail for email, Field Service uses the iOS Mail app. - Actions in landscape orientation aren’t supported. Actions are shown only in portrait orientation. - iOS has a 24-hour format setting that overrides other time settings, regardless of the device's region or locale. This format override affects components such as the date and time picker and flow fields. - You can’t copy and paste data from apps other than Salesforce, such as Safari, when `DISABLE_EXTERNAL_PASTE` is set to TRUE in the connected app settings. - In iOS 15, the iPad calendar view doesn’t show dots to indicate that a service appointment exists. - On iOS, an ETA and driving directions are provided only if the user is within 1,000 km of the destination. - On iOS, photos uploaded from the Field Service mobile app sometimes include extra white space. To prevent this issue, delete the `MAX_IMAGE_UPLOAD_SIZE` connected app setting. When you take landscape photos in the Field Service mobile app, make sure the device's camera orientation sensor is active. The sensor is active when the zoom factor buttons change their rotation. Tilting the device so the screen faces up from a portrait position, and then rotating it, can fail to trigger the orientation sensor. <!-- document id=371be055a4d82e83fba603f80e457522622e6c8348159d5a1eb1834ef7450fa1 url=/admin/current/en-us/service/264-0-0/mfs_updates_continuous_delivery.md --> # Field Service Mobile App Updates Stay in the know about the Field Service mobile app releases. This topic includes information on the mobile app release cadence for major, patch, and daily releases (also known as emergency releases), plus information on testing and beta periods. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For users with the Access Lightning Web Components (LWCs) permission set, you must update the mobile app to ensure LWCs function properly. The app must be no more than two major releases behind the Salesforce platform for the app to continue to work with LWCs. For example, when your org updates to Summer '25, any versions from Summer '24 and earlier will stop working. Note that the Spring '24 release will reach its end of life early with the Winter '25 release. Additionally, you must update the app to the latest major version to access new features or bug fixes. ## Release Maintenance Types The Field Service mobile app has three types of releases, which align with Salesforce maintenance types: major releases, patch releases, and daily releases. So you can best prepare for changes, here’s a description for each type of release, including the length of their associated beta testing period. | Release Type | Description | Frequency | | --- | --- | --- | | Major release | Updates Salesforce Field Service mobile app with new features. The beta period is approximately 30 days. | Three times per year | | Patch release | Deploys changes and fixes as needed to address significant, but nonemergency, customer impacting issues. The beta period is 7 days. | As needed | | Daily release (also known as emergency release) | Deploys fixes to emergency customer-impacting issues as needed. No beta period, because daily releases are deployed on an emergency basis. | As needed | ## Mobile Release Calendar and Communication Here are the approximate dates for the next three major releases and patch releases. Release dates are occasionally delayed to maintain customer trust. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e166">Release</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e169">Beta </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e172">Generally Available</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d99802e166 d99802e169 d99802e172 ">Spring '26</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Beta</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">January 14, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">N/A</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Major Release (Patch 1)</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">February 25, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">March 4, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 2</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">April 8, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">April 15, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 3</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">May 6, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">May 13, 2026</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d99802e166 d99802e169 d99802e172 ">Summer '26</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Beta </td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">May 13, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">N/A</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Major Release (Patch 1)</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">June 17, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">June 24, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 2</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">July 22, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">July 29, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 3</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">August 26, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">September 2, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Winter '26</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 "> </td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 "> </td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Beta</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">September 2, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">N/A</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Major Release (Patch 1)</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">October 7, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">October 14, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 2</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">November 11, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">November 18, 2026</td> </tr> <tr class=""> <td data-label="Release" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e166 ">Patch 3</td> <td data-label="Beta" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e169 ">January 6, 2026</td> <td data-label="Generally Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e172 ">January 13, 2026</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We deploy major and patch releases over several days to ensure stability. The updates aren’t necessarily available for all users until 7 days after the app becomes generally available. ![Timeline for Field Service Mobile App releases](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/FieldServiceAppReleaseTimeline_updated.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use the current APK file for emergency installation during beta testing periods, and use the APK file from the previous release for emergency installation during major releases. And here’s where and when you can find communication about each release. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e380">Release Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e383">Where</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99802e386">When</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Release Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e380 ">Major release</td> <td data-label="Where" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e383 "> <p>Learn more about major releases and new mobile app features in our standard Salesforce Field Service <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_mobile.htm&language=en_US" target="_blank">release notes.</a></p> <p style="margin-bottom:0;">You also receive notification through your Trailblazer group.</p> </td> <td data-label="When" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e386 "> <p style="margin-bottom:0;">Release notes offer a preview of new features approximately two months before the release. And you get notification via your Trailblazer group when beta and major releases go live.</p> </td> </tr> <tr class=""> <td data-label="Release Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e380 ">Patch release</td> <td data-label="Where" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e383 ">Find information about patch releases through the <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000GwNLSA0?tab=discussion&sort=LAST_MODIFIED_DATE_DESC" target="_blank">Field Service Mobile Trailblazer</a> group and on the <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_mobile_updates.htm&language=en_US" target="_blank">Field Service Mobile Updates</a> page.</td> <td data-label="When" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e386 "> <p>When we identify a need, we inform you. You receive a second announcement when the release goes live, approximately 7 days later.</p> <p style="margin-bottom:0;">The first announcement includes a brief description of each issue resolved to help you focus your testing.</p> </td> </tr> <tr class=""> <td data-label="Release Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e380 ">Daily release (emergency)</td> <td data-label="Where" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e383 ">Find information about daily releases through the <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000GwNLSA0?tab=discussion&sort=LAST_MODIFIED_DATE_DESC" target="_blank">Field Service Mobile Trailblazer</a> group.</td> <td data-label="When" class="slds-cell-wrap" style="vertical-align:top;" headers="d99802e386 "> <p style="margin-bottom:0;">When we identify a need, we inform you at least a day before a daily release. You receive a second announcement when the release goes live.</p> </td> </tr> </tbody> </table> ## Testing Best Practices Test features before they’re generally available by using the [Field Service Mobile Beta and Early Adopters Program](https://help.salesforce.com/s/articleView?id=service.mfs_beta_program_about.htm&language=en_US). If you have issues with a beta version, log a case immediately so that it can be reviewed before the generally available (GA) release. If you have complex security or compliance requirements and require greater control over what updates go out, you can use Mobile Device Management (MDM). <!-- document id=985ef21c1ed55959339163b0e9ea042c9a71ab85639b5dd48567e75079c3066f url=/admin/current/en-us/service/264-0-0/mfs_beta_program_about.md --> # Field Service Mobile Beta and Early Adopters Program By participating in the Field Service Mobile Beta and Early Adopters program, you can test new versions of the app before adopting them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> The generally available (GA) Salesforce Field Service mobile application is released three times per year for iOS and Android. The mobile release occurs about a week after the major core application release. To learn more about the different types of releases and delivery dates for the Field Service mobile application, see [Field Service Mobile App Updates](https://help.salesforce.com/s/articleView?id=service.mfs_updates_continuous_delivery.htm&type=5&language=en_US). You can test the Field Service mobile app releases ahead of time using the iOS and Android Beta Early Access programs. The mobile beta versions are available the Monday after sandboxes are updated with the upcoming major release, which takes place approximately one month before the major release. ## Benefits of Participating By using the iOS and Android Beta Early Access programs, you can test upcoming mobile releases before they become available on the App Store or Google Play Store. - Preview changes so you can plan and communicate to your workers. - Test what’s coming and determine whether any issues affect your implementation - Build and integrate the latest features so you’re ready to use them in production. - Report problems so that we can correct them before the app becomes generally available. ## Eligibility You can use the beta release to test the latest Salesforce Field Service features as soon as they’re available. The beta app can be used only after your org has been updated to the newest version. As a result, there’s approximately a month when the beta version can be used only with sandbox orgs. Any attempt to log into production results in an error. Use of the beta feature is subject to the [Beta Services Terms](https://www.salesforce.com/company/legal/agreements.jsp). ## Availability Salesforce Field Service mobile application beta releases are published as major and patch releases. See the full schedule and information about different types of releases at [Field Service Mobile App Updates](https://help.salesforce.com/s/articleView?id=service.mfs_updates_continuous_delivery.htm&type=5&language=en_US). - **[Sign Up for the Field Service Mobile App Beta Program](https://help.salesforce.com/s/articleView?id=service.mfs_beta_signup_ios.htm&release=264.0.0&type=5)** All users of Salesforce Field Service software packages can access our beta builds. - **[Resources for Testing Beta Versions of the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_testing_beta_resources.htm&release=264.0.0&type=5)** Salesforce provides resources to help you use the beta program to test the latest Field Service mobile app major releases and patch releases. - **[Provide Feedback on Beta Releases of the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_beta_feedback.htm&release=264.0.0&type=5)** You can provide feedback on beta releases of the Field Service mobile app at any time, through a number of channels. Feedback helps our customer support and engineering teams improve your experience with Field Service by better understanding your experiences with the app. <!-- document id=9251d2f3b8cb20e6121dea0599f70dabec7a8b792bfac56404ce91a4202a280c url=/admin/current/en-us/service/264-0-0/mfs_security.md --> # Field Service Mobile Security Protect and safely store data that is gathered from the Field Service mobile app (Android and iOS). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> The Field Service App is built with the Salesforce Mobile SDK. The Salesforce Mobile SDK provides a set of low-level services that include security and authentication to applications that are built using this framework. For information about data protection regulations and Agentforce Service (formerly Service Cloud), see [Data Protection and Privacy](https://help.salesforce.com/articleView?id=data_protection_and_privacy.htm&language=en_US). ## Local Encryption at Rest Encryption boosts the security of your customers’ data and helps you comply with privacy policies, regulatory requirements, and contractual obligations. Shield Platform Encryption and Field Audit Trail are supported for the following fields on work orders, work order line items, and service appointments: - `Description` - `Subject` - `Address` (`Street` and `City` only) To encrypt these fields, add them to your Encryption Policy in Setup. The Subject and Address fields support both probabilistic and deterministic encryption, while the Description field supports only probabilistic encryption. If Field Audit Trail is enabled, you can set field history data retention policies for the fields whose data you want to retain. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Encryption is not supported for the Latitude and Longitude fields, which could be used to pinpoint an address. - When you encrypt a field, existing values aren’t encrypted. Contact Salesforce for help with encrypting existing data. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153106e144">Category</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153106e147">Salesforce App</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153106e150">Field Service App</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e144 ">Offline data</td> <td data-label="Salesforce App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e147 "> <p style="margin-bottom:0;">Offline data is stored using <a href="https://developer.apple.com/library/archive/documentation/Cocoa/Conceptual/CoreData/index.html" target="_blank">Core Data</a>, and encrypted using <a href="https://developer.apple.com/documentation/foundation/nsfileprotectioncompleteuntilfirstuserauthentication?language=objc" target="_blank">NSFileProtectionCompleteUntilFirstUserAuthentication</a>. This authentication dictates how passcodes are exposed internally to access the offline data. The passcode for the offline data is removed from the local keychain when Salesforce is closed or running in the background. Salesforce offline data is only accessible when the app is open and in the foreground.</p> </td> <td data-label="Field Service App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e150 "> <p style="margin-bottom:0;">Data is stored using the Sqlcipher provider for Sqlite3. Cached data is purged based on a least-recently-used cache policy.</p> </td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e144 ">Files and attachments</td> <td data-label="Salesforce App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e147 "> <p style="margin-bottom:0;">Files and attachments are stored on the device’s file system in a double-encrypted format. The device’s hardware encryption encrypts the files while the device is locked. In addition, Salesforce encrypts using an AES algorithm (128-bit block size and 256-bit key size). When the file is viewed, there's a temporary unencrypted copy kept on the file system (removed when the 'viewing' operation is complete).</p> </td> <td data-label="Field Service App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e150 "> <p style="margin-bottom:0;">Files are stored in an iOS sandboxed directory and are also encrypted by application encryption. While viewing, files are temporarily unencrypted in another sandbox directory, but are erased when the app is in the background or when the viewer is dismissed. Also, the temp directory is cleaned when the application is launched.</p> </td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e144 ">Chatter feed data</td> <td data-label="Salesforce App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e147 "> <p>Feed data is stored using <a href="https://developer.apple.com/library/archive/documentation/Cocoa/Conceptual/CoreData/index.html" target="_blank">Core Data</a>, and encrypted using <a href="https://developer.apple.com/documentation/foundation/nsfileprotectioncompleteuntilfirstuserauthentication?language=objc" target="_blank">NSFileProtectionCompleteUntilFirstUserAuthentication</a>. This authentication dictates how passcodes are exposed internally to access the feed data. The passcode for the feed data is removed from the local keychain when Salesforce is closed or running in the background. Salesforce feed data is only accessible when the app is open and in the foreground.</p> <p style="margin-bottom:0;">Also, the feed data storage is time-based. The feed cache purges items older than one week, unless the remainder of feed items is fewer than 25 items. Also feeds that have more than 500 items have their excess items removed.</p> </td> <td data-label="Field Service App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e150 "> <p>All Chatter feed data is stored with the Sqlcipher provider for Sqlite3. Cached data is purged based on a least-recently-used cache policy.</p> <p style="margin-bottom:0;">In addition, Feed functionality is provided by a shared component, which makes the experience on iOS and Android the same.</p> </td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e144 ">User authentication</td> <td data-label="Salesforce App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e147 "> <p>The Salesforce mobile app supports certificate-based login, whereby the customer can push a unique certificate to the device using Mobile Device Management (MDM). The certificate can authenticate the user to Salesforce.</p> <p>Alternatively, Salesforce’s Lightning Login feature has multifactor authentication from the Salesforce Authenticator app. The factors are:</p> <ul> <li>What you have: The mobile device</li> <li>What you are: If fingerprint biometrics is enabled on the device</li> <li>What you know: if the device is enabled for PIN-based login.</li> </ul> <p style="margin-bottom:0;">Lightning Login is only enabled on devices that have either PIN or fingerprint enabled.</p> </td> <td data-label="Field Service App" class="slds-cell-wrap" style="vertical-align:top;" headers="d153106e150 "> <p style="margin-bottom:0;">Certificate-based authentication is a function of the Identity Provider. Files are stored in the application directory and are encrypted using application encryption. The files are decrypted while viewing and deleted after the view operation is complete. The directory is cleared when the user logs out.</p> </td> </tr> </tbody> </table> ## Server-Side Encryption at Rest Salesforce provides encryption abilities for data at rest on the Salesforce servers. The Platform Encryption feature allows customers to create policies at the field-level to encrypt sensitive data. This feature supports custom objects, and a subset of standard fields on standard objects. As of the time of this writing, encryption is supported for some fields on the following standard objects: Account, Contact, Opportunity, Lead, Case, and Case Comment. Custom fields on these or other objects can be encrypted assuming that they use data types that can be encrypted. ## Encrypting Data in Transit Data transmitted to and from the Salesforce server is protected using SSL. Authentication, access controls, and digital signatures are protected using SHA-256. ## Trusted IP Ranges Logins to the Field Service mobile app can be restricted to specific trusted IP ranges, which is also true for the Salesforce mobile app. You can implement this using a Virtual Private Network (VPN) solution on mobile devices. After logging in to VPN, users can log in to the app. Afterwards, the user can log in to Salesforce. ## Device Identification Salesforce is piloting a new feature to track device fingerprints accessing the Salesforce services. The feature supports the ability to see who logged in with a particular device and to revoke access to specific devices. ## Handling Sensitive Data To prevent leakage of sensitive data, Salesforce apps support four settings to limit data exfiltration on a mobile device. - **DISABLE\_EXTERNAL\_PASTE** : Allows users to copy-and-paste data _within the app_, but prevents users from pasting data copied from the app to other apps or OS features. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This feature does not work on Samsung phones (and other manufacturers of Android phones) where a custom clipboard implementation is used or on any screens that show Lightning web components. - **FORCE\_EMAIL\_CLIENT\_TO** : If a user taps on an email action within the app, the user is directed to the email app specified in the attribute value. - **SHOW\_OPEN\_IN** : Prevents users from opening files in applications outside of the app. - **SHOW\_PRINT** : Used to disable printing from within the app. The following table shows the level of support for these features in the Field Service mobile app as well as the Salesforce mobile app. | Setting | Salesforce App | Field Service App | | --- | --- | --- | | DISABLE\_EXTERNAL\_PASTE | Supported | Supported (Default: FALSE) | | FORCE\_EMAIL\_CLIENT\_TO | Supported | Not supported | | SHOW\_OPEN\_IN | Supported | Supported (Default: TRUE) | | SHOW\_PRINT | Supported | Not supported | The Field Service Mobile app settings are non-restrictive by default. To change a setting from the default value, go to Setup. Enter Connected Apps in the Quick Find box, select **Manage Connected Apps**, then click the name of the Field Service connected app. Update the attribute from the Custom Attributes section on the connected app page. ## Mobile Device Management Salesforce provides an extra level of security compliance with the most popular Mobile Device Management (MDM) suites. Both Android and iOS, with an MDM, give you enhanced functionality for distribution and control over your users’ devices. The enhanced security functions, when you combine Salesforce with an MDM, include certificate-based authentication and automatic custom host provisioning. | MDM | Salesforce App | Field Service App | | --- | --- | --- | | RequireCertAuth | Supported | Supported | | AppServiceHosts | Supported | Supported | | AppServiceHostLabels | Supported | Supported | | OnlyShowAuthorizedHosts | Not supported | Not supported | | ClearClipboardOnBackground | Supported | Supported | #### See Also - [Encrypt New Data in Fields](https://help.salesforce.com/articleView?id=security_pe_enable_standard_fields.htm&language=en_US) - [Which Standard Fields and Data Elements Can I Encrypt?](https://help.salesforce.com/articleView?id=security_pe_standard_fields.htm&language=en_US) - [Field Audit Trail Implementation Guide](https://resources.docs.salesforce.com/212/latest/en-us/sfdc/pdf/field_history_retention.pdf) - [Mobile App Security](https://help.salesforce.com/s/articleView?id=xcloud.mobile_security.htm&language=en_US) <!-- document id=a7870ff27e8cab822dae86bda037e7501a5a52142b2f0722babcc05dd98c16f2 url=/admin/current/en-us/service/264-0-0/fs_object_change_detail_fields.md --> # Field Service Object Change Detail Fields Field Service object change details represent the details of a change made to one of a service appointment’s tracked fields. Field Service object change details have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> | Field Name | Description | | --- | --- | | Field Changed Name | The API name of the field that was changed. | | Field Changed Value | The updated value of the field that was changed. | | Field Service Object Change | The parent record associated with the details of the change. The parent record has multiple detail records associated with it. Each record includes the name and the current value of the tracked fields. | #### See Also - [Field Service Object Change Fields](https://help.salesforce.com/s/articleView?id=service.fs_object_change_fields.htm&release=264.0.0&type=5 "Field Service object changes represent a change made to one of a service appointment’s tracked fields. Field Service object changes have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=bcc9e399586c9613e17f29624adba7f21904e6192780a24ffe1dcb7db2f31d98 url=/admin/current/en-us/service/264-0-0/fs_object_change_fields.md --> # Field Service Object Change Fields Field Service object changes represent a change made to one of a service appointment’s tracked fields. Field Service object changes have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56291e67">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56291e70">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Activity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 "> <p>The available scheduling activities for the service appointment. Possible values are:</p> <ul> <li>Added To Bundle—Currently not supported</li> <li>Bundle Member Added—Currently not supported</li> <li>Bundle Member Removed—Currently not supported</li> <li>Created</li> <li>Deleted</li> <li>Removed From Bundle—Currently not supported</li> <li>Rescheduled—An appointment is considered ‌rescheduled if a change is made to its assigned service resource or to its scheduled start time.</li> <li>Scheduled</li> <li>Service Resource Assigned</li> <li>Status Changed—The service appointment status was changed. The manual activities of scheduling, rescheduling, and unscheduling are also reported as status changes because they change the status of an appointment.</li> <li>Unscheduled</li> <li>Updated—Captures changes made to one or more of the tracked scheduling fields that aren’t associated with another activity.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Activity Details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">Details about the scheduling activity such as the scheduling policy that was used and the unscheduling reason (when applicable).</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Activity Time Stamp</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">Date and time of when the change to the service appointment was made.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Is Primary</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">Indicates whether the change was made directly to the service appointment or indirectly. If the change was made directly to the appointment, it’s flagged as Primary. If it was made to another appointment and affected this one, it’s flagged as Secondary.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Original Service Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">The ID of the service appointment that was changed. The field value isn’t deleted when the Service Appointment object is deleted.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Service Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">The ID of the service appointment that was changed. Because this is a relationship field, the field value is deleted when the Service Appointment object is deleted.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Time Zone</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">The time zone of the service appointment or the assigned resource.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">Transaction</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">The last transaction ID of the scheduling and optimization request that updated this object. The transaction ID is automatically generated and populated by the Enhanced Scheduling and Optimization engine.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e67 ">User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d56291e70 ">The user who made the change to the service appointment. If an activity is a scheduled job, it’s registered with the System Administrator user who configured it.</td> </tr> </tbody> </table> #### See Also - [Field Service Object Change Detail Fields](https://help.salesforce.com/s/articleView?id=service.fs_object_change_detail_fields.htm&release=264.0.0&type=5 "Field Service object change details represent the details of a change made to one of a service appointment’s tracked fields. Field Service object change details have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=c5a8b6827e0d525e115c965835ac7380528c12c4b936dfa9dbc7ace12100388b url=/admin/current/en-us/service/264-0-0/fs_fields.md --> # Field Service Object Fields Learn about the fields available on standard objects that are used in Agentforce Field Service and Operations (formerly Field Service). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> If you have your own field service terminology, remember that you can rename an object’s tab and labels. In Setup, select **Rename Tabs and Labels**, and enter your own term for the object you’d like to rename. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Field Service Objects](https://help.salesforce.com/s/articleView?id=service.fs_standard_objects.htm&release=264.0.0&type=5)** When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field Service managed package also includes custom objects that support its scheduling and optimization features. - **[Appointment Bundle Aggregation Duration Downscale Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_aggregation_duration_downscale_fields.htm&release=264.0.0&type=5)** Appointment Bundle Aggregation Duration Downscales have the following fields. - **[Appointment Bundle Aggregation Policy Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_aggregation_policy_fields.htm&release=264.0.0&type=5)** Appointment Bundle Aggregation Policies have the following fields. - **[Appointment Bundle Config Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_config_fields.htm&release=264.0.0&type=5)** Appointment Bundle Configs have the following fields. - **[Appointment Bundle Policy Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_policy_fields.htm&release=264.0.0&type=5)** Appointment Bundle Policies have the following fields. - **[Appointment Bundle Policy Service Territory Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_policy_service_territory_fields.htm&release=264.0.0&type=5)** Appointment Bundle Policy Service Territories have the following fields. - **[Appointment Bundle Propagation Policy Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_propagation_policy_fields.htm&release=264.0.0&type=5)** Appointment Bundle Propagation Policies have the following fields. - **[Appointment Bundle Restriction Policy Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_restriction_policy_fields.htm&release=264.0.0&type=5)** Appointment Bundle Restriction Policies have the following fields. - **[Appointment Bundle Sort Policy Fields](https://help.salesforce.com/s/articleView?id=service.fs_bundle_sort_policy_fields.htm&release=264.0.0&type=5)** Appointment Bundle Sort Policies have the following fields. - **[Asset Downtime Period Fields](https://help.salesforce.com/s/articleView?id=service.fs_asset_downtime_period_fields.htm&release=264.0.0&type=5)** Asset downtime represents a period during which an asset isn’t able to perform as expected. Downtime periods include planned activities, such as maintenance, and unplanned events, such as mechanical breakdown. Asset Downtime Periods have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Expense Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_expense_fields.htm&release=264.0.0&type=5)** Expenses let your service resources track costs and associate them to work orders. - **[Field Service Object Change Detail Fields](https://help.salesforce.com/s/articleView?id=service.fs_object_change_detail_fields.htm&release=264.0.0&type=5)** Field Service object change details represent the details of a change made to one of a service appointment’s tracked fields. Field Service object change details have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Field Service Object Change Fields](https://help.salesforce.com/s/articleView?id=service.fs_object_change_fields.htm&release=264.0.0&type=5)** Field Service object changes represent a change made to one of a service appointment’s tracked fields. Field Service object changes have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Geolocation-Based Action Fields](https://help.salesforce.com/s/articleView?id=service.fs_geolocation_based_action_fields.htm&release=264.0.0&type=5)** Geolocation-Based Actions have the following fields. - **[Job Profile Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_job_profile_fields.htm&release=264.0.0&type=5)** Job profiles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Linked Article Fields](https://help.salesforce.com/s/articleView?id=service.fs_work_order_article_fields.htm&release=264.0.0&type=5)** A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Location Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5)** Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Maintenance Plan Fields](https://help.salesforce.com/s/articleView?id=service.fs_maintenance_fields.htm&release=264.0.0&type=5)** Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Operating Hours Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_fields.htm&release=264.0.0&type=5)** Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5)** Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings. - **[Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5)** Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Product Service Campaign Fields](https://help.salesforce.com/s/articleView?id=service.fs_product_service_campaign_fields.htm&release=264.0.0&type=5)** Product service campaigns and product service campaigns line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Return Order Fields](https://help.salesforce.com/s/articleView?id=service.fs_return_order_fields.htm&release=264.0.0&type=5)** Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Recordset Filter Criteria Fields](https://help.salesforce.com/s/articleView?id=service.fs_recordset_filter_criteria_fields.htm&release=264.0.0&type=5)** Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Serialized Products and Serialized Products Transactions Fields](https://help.salesforce.com/s/articleView?id=service.fs_serialized_products_fields.htm&release=264.0.0&type=5)** Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t see or edit certain fields because of your page layout and field-level security settings. - **[Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5)** Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Service Crew Fields](https://help.salesforce.com/s/articleView?id=service.fs_crew_fields.htm&release=264.0.0&type=5)** Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them. - **[Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5)** Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5)** Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings. - **[Service Territory Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_fields.htm&release=264.0.0&type=5)** Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings. - **[Shift Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_fields.htm&release=264.0.0&type=5)** Shifts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Shift Pattern Fields](https://help.salesforce.com/s/articleView?id=service.fs_shift_pattern_fields.htm&release=264.0.0&type=5)** Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Shift Template Fields](https://help.salesforce.com/s/articleView?id=service.fs_shift_template_fields.htm&release=264.0.0&type=5)** Shift templates have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_skill_fields.htm&release=264.0.0&type=5)** Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Time Sheet Fields](https://help.salesforce.com/s/articleView?id=service.fs_timesheets_fields.htm&release=264.0.0&type=5)** Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. - **[Travel Mode Fields](https://help.salesforce.com/s/articleView?id=service.fs_travel_mode_fields.htm&release=264.0.0&type=5)** Travel Modes have the following fields. - **[Warranty Fields](https://help.salesforce.com/s/articleView?id=service.fs_warranty_fields.htm&release=264.0.0&type=5)** Warranty terms, product warranty terms, and asset warranties have the following fields. Your page layout and field-level security settings can hide some fields and prevent you from editing others. - **[Work Capacity Availability Fields](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_availability_fields.htm&release=264.0.0&type=5)** Work Capacity Availabilities have the following fields. - **[Work Capacity Limit Fields](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_limits_fields.htm&release=264.0.0&type=5)** Work Capacity Limits have the following fields. - **[Work Capacity Usage Fields](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_usages_fields.htm&release=264.0.0&type=5)** Work Capacity Usages have the following fields. - **[Work Order Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5)** Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Work Order Line Item Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_line_item_fields.htm&release=264.0.0&type=5)** Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. - **[Work Type Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_fields.htm&release=264.0.0&type=5)** Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. #### See Also - [Set Up Field Service Basics](https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&release=264.0.0&type=5 "Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans.") - [Field Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev) <!-- document id=95f1a5bbfea6c5df36d61412ec39a81628647072be7c8dc86e09c5dc9b0fbdbe url=/admin/current/en-us/service/264-0-0/fs_standard_objects.md --> # Field Service Objects When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field Service managed package also includes custom objects that support its scheduling and optimization features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This list doesn’t include sharing, feed, or history objects. ## Standard Objects | Object Name | Definition | Tab in Salesforce? | | --- | --- | --- | | Address | An address associated with a location. |   | | App Extension | A link between the Field Service mobile app and other mobile apps. |   | | Appointment Bundle Aggregation Duration Downscale | Sums the duration of the bundle members, reduced by a predefined percentage. |   | | Appointment Bundle Aggregation Policy | Policy that defines how the property values of the bundle members are aggregated and assigned to the bundle. |   | | Appointment Bundle Config | General parameters that define the behavior of the bundle. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Appointment Bundle Policy | Policy that defines how the bundling of service appointments is handled. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Appointment Bundle Policy Service Territory | A link between the Bundle Policy and the Service Territory. |   | | Appointment Bundle Propagation Policy | Policy that defines which property values are inherited from the bundle to the bundle members or are assigned as constant values in the bundle members. |   | | Appointment Bundle Restriction Policy | Policy that defines the restrictions that are considered while forming a bundle. |   | | Appointment Bundle Sort Policy | Policy that defines the properties by which the bundle members are sorted within the bundle. Can also be used in the automated mode for determining the selection order of the bundle members. |   | | Assigned Resource | A service resource that is assigned to a service appointment. |   | | Associated Location | A location linked to a specific account. |   | | Asset Downtime Period | A downtime period associated with an asset. |   | | Asset Warranty | A warranty term associated with an asset. |   | | Digital Signature | A captured signature from a field service customer or mobile worker. |   | | Expense | An expense such as tools or travel costs linked to a work order. |   | | Expense Report | A report that summarizes expenses. |   | | Expense Report Entry | An expense that’s included in an expense report. |   | | Field Service Mobile Settings | A collection of settings related to the Field Service mobile app. |   | | Field Service Object Change | A change made to one of a service appointment’s tracked fields. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Field Service Object Change Detail | Details of a change made to one of a service appointment’s tracked fields. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Job Profile | A set of skills used to match service resources to shifts. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Linked Article | A knowledge article version that is attached to a work order, work order line item, or work type. |   | | Location | A warehouse, site, van, or plant, usually where inventory is stored or used. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Maintenance Asset | An asset associated with a particular maintenance plan. The plan’s work orders list the asset associated with it. |   | | Maintenance Plan | A plan for preventive maintenance on assets. Work orders are generated for all maintenance visits. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Maintenance Work Rule | A reoccurring maintenance item. |   | | Mobile Settings Assignment | The assignment of a field service mobile settings configuration to a user profile. |   | | Operating Hours | Field service hours that you can define for service territories, service territory members, and accounts. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Consumed | A product from your inventory that was used to complete a work order or work order line item. |   | | Product Item | A portion of your inventory stored at a particular location. Every product item is linked to a product and a location. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Item Transaction | Represents the restocking, consumption, or stock adjustment of a product item. |   | | Product Request | A request for inventory. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Request Line Item | A subdivision of a product request, associated with a particular product. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Required | A product that is required for the completion of a work order or work order line item. |   | | Product Service Campaign | A set of activities to be performed on a product service campaign asset, such as a product recall for safety issues or product defects. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Service Campaign Item | A product service campaign's asset. |   | | Product Transfer | The transfer of inventory from one location to another. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product Warranty | A warranty term associated with a product. |   | | Recordset Filter Criteria | A filter that uses field values from a source object to filter records in another object. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Recordset Filter Criteria Rule | The individual rules that make up a recordset filter criteria. Rules map fields to values. |   | | Resource Absence | A time period in which a service resource is unavailable to work. |   | | Resource Preference | The designation of a service resource as preferred, required, or excluded on specific accounts or work orders. |   | | Return Order | The return or repair of inventory or products. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Return Order Line Item | A subdivision of a return order. |   | | Service Appointment | An appointment to perform field service work for customers. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Appointment Status | Corresponds to the Status field on service appointments. |   | | Service Crew | A group of service resources that can be assigned to field service work as a unit. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Crew Member | A service resource that belongs to a service crew. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Report | A customer-facing report summarizing the status of a service appointment, work order, or work order line item. |   | | Service Report Template | A template for service reports. |   | | Service Resource | A user or crew who can perform field service work. You can assign service resources to service appointments and specify each resource’s skills, service territory, and availability. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Resource Capacity | The maximum number of scheduled hours or number of service appointments that a capacity-based service resource can complete within a specific time period. |   | | Service Resource Skill | A skill assigned to a service resource. You can specify skill level and expiration. |   | | Service Territory | A region in which field service work is performed. You can assign service resources to territories and create territory hierarchies. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Territory Location | A location associated with a particular service territory. |   | | Service Territory Member | A service resource who is assigned to a particular service territory. |   | | Shift | A record used to schedule service resources. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Shift Pattern | A pattern of shift templates used to define groups of commonly used shifts. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Shift Pattern Entry | Shift pattern entries link shift templates to a shift pattern. |   | | Shift Template | A template used to define commonly used shifts. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Shipment | A shipment of inventory between locations. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Shipment Item | An item included in a shipment. |   | | Skill | A certification or area of expertise. |   | | Skill Requirement | A skill that is required to complete a particular field service task. Skill requirements can be added to work types, work orders, and work order line items. |   | | Time Sheet | A log of a service resource’s time and attendance. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Time Sheet Entry | A period when a service resource performs a specific function. |   | | Time Slot | A period in a day when field service work can be performed. Operating hours consist of one or more time slots. |   | | Warranty Term | Details of the benefits offered under a warranty. |   | | Work Capacity Availability | The available work capacity for a specific time and service territory. |   | | Work Capacity Limit | The capacity limit in a specific service territory for a workstream or for the whole service territory in a given period. |   | | Work Capacity Usage | The capacity usage in a specific service territory for a workstream or for the whole service territory in a given period. |   | | Work Order | Represents work to be performed for a customer. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Work Order Line Item | A subtask on a work order. |   | | Work Order Status | Corresponds to the Status field on work orders. |   | | Work Order Line Item Status | Corresponds to the Status field on work order line items. |   | | Work Type | A template that helps you standardize your work orders. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Work Type Group | A category of work types that’s used to define work-type-based scheduling limits. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Work Type Group Member | A work type that belongs to a particular work type group. |   | The following objects are available even if Field Service isn’t enabled. These objects are often used in field service tasks. | Object Name | Definition | Tab in Salesforce? | | --- | --- | --- | | Asset | A purchased or installed product. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Asset Relationship | A relationship between two assets that represents a replacement or upgrade. |   | | Contract Line Item | A subdivision of a service contract, typically representing a product covered by the service contract. |   | | Entitlement | Represents the level of support that a customer is entitled to. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Product | A product or service that your business sells. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Service Contract | Represents a service-level agreement, such as a warranty or subscription. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Skill | A capability required to perform tasks. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Work Order | A record that tracks work to be performed for customers. Work orders can have their own service appointments and work order line items. | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) | | Work Order Line Item | A subdivision of a work order, often representing a task to be completed. |   | ## Custom Objects The following objects are provided by the Field Service managed package. You can view them in Setup and create custom tabs for them. Customize these objects only based on Salesforce recommendations. | Object Name | Definition | | --- | --- | | Appointment Dependency | A scheduling dependency between two service appointments. | | Crew Management User Settings | A user’s crew management preferences. | | Crew Management User Settings Territory | A user’s crew management preferences for the most recently loaded service territory. | | Criteria | Custom criteria added to a scheduling recipe. | | FSL Operation | Used in data processing. | | Gantt Filter | A custom filter that controls what data appears in the Gantt. | | Gantt Palette | A palette used to color-code service appointments on the Gantt. | | Map Polygon | A custom polygon, which typically represents a service territory. | | Optimization Data | Schedule optimization data and results. | | Optimization Request | A request to optimize the schedule, created when a scheduled optimization job runs or a user triggers an optimization action. | | Scheduling Policy | A set of work rules and service objectives that guides schedule optimization. | | Scheduling Policy Objective | A service objective assigned to a specific scheduling policy. | | Scheduling Policy Work Rule | A work rule assigned to a specific scheduling policy. | | Scheduling Recipe | A collection of optimization settings that dictate how to address a scheduling event such as an appointment cancellation. | | Service Objective | A scheduling goal in an optimization operation. | | SLR Cache | Cached data used in street-level routing. | | Territory Optimization Request | A schedule optimization request for a specific service territory. | | User Setting | The user’s Classic Dispatch Console preferences, such as the last filters used. Don’t customize. | | User Setting Territory | A user’s Classic Dispatch Console preferences for the most recently loaded service territory. | | User Territory | A relationship between a user and the service territory that they belong to. | | Work Rule | A rule that narrows the list of candidates for a service appointment. | | Work Rule Entry | Supplemental details for a work rule such as flexible break parameters. | #### See Also - [Set Up Field Service Basics](https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&release=264.0.0&type=5 "Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans.") - [Field Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev) <!-- document id=ff9a697e72e9a04f4a81d5e3fede757d82022bf03adfda6e91303c90f3b1a88e url=/admin/current/en-us/service/264-0-0/fs_perm_set_licenses.md --> # Field Service Permission Set Licenses Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13529e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">To access field service objects:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">Field Service Standard</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13529e72 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> All users need the Field Service Standard user permission to access field service objects. Field Service user licenses already include this permission. Field Service also includes three permission set licenses related to the managed package and mobile app. We recommend using the managed package’s Guided Setup tool to assign these permission set licenses; for steps, see [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&release=264.0.0&type=5 "After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup."). Your users don’t need a Field Service permission set license to access most Field Service objects. For example, inventory managers, admins, and call center reps probably don’t need one. If Field Service is enabled, standard Salesforce users can be given access to Field Service records. These permission sets are created when you set up Field Service. | Permission Set | Description | Who Needs It | | --- | --- | --- | | Field Service Dispatcher | Provides access to the Classic Dispatch Console. | Dispatchers | | Field Service Dispatcher Plus Login-Based | Provides login-based users with the Contractor Plus license access to the Classic Dispatch Console. | Contractor dispatchers | | Field Service Scheduling | Allows the user to be shown on the Classic Dispatch Console Gantt and included in scheduling and optimization. | Mobile workers (field technicians) | | Field Service Scheduling Login-Based | Provides login-based users with the Contractor license access to Field Service Scheduling features. | Contractor mobile workers (field technicians) | | Field Service Scheduling Plus Login-Based | Provides login-based users with the Contractor Plus license access to Field Service Scheduling features. | Contractor mobile workers (field technicians) | | Field Service Mobile | Provides access to the Field Service mobile app. | Mobile users (field technicians) | | Field Service Mobile Login-Based | Provides login-based users with the Contractor license access to Field Service Mobile features. | Contractor mobile users and contractor admin | | Field Service Mobile Plus Login-Based | Provides login-based users with the Contractor Plus license access to Field Service Mobile features. | Contractor mobile users | | Field Service Self-Service | Provides access to Experience Builder sites where users can view all global actions and their related objects. Provides access to create, book, and schedule their appointments. | Customers | | Field Service Guest User | Gives unauthenticated users limited access to view and create records. | Guest users | Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete sales-oriented tasks without additional licenses. #### See Also - [Limit Access to Field Service Records](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&release=264.0.0&type=5 "When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage.") - [Set Up Inventory Access for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_products_location.htm&release=264.0.0&type=5 "Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS.") <!-- document id=1211322411e40ec20658ef279aad3dda705bae2e57293d4903a08271f7829321 url=/admin/current/en-us/service/264-0-0/fs_reference.md --> # Field Service Reference Find information about standard objects and components used in Agentforce Field Service and Operations (formerly Field Service). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Field Service Object Fields](https://help.salesforce.com/s/articleView?id=service.fs_fields.htm&release=264.0.0&type=5)** Learn about the fields available on standard objects that are used in Agentforce Field Service and Operations (formerly Field Service). - **[Data Capture Flow Screen Components](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_reference.htm&release=264.0.0&type=5)** Learn about screen components available in Data Capture flows, used in the Field Service mobile app. <!-- document id=8fa6165e0b41123ecdadb1f0d00f01623cf70d1e102ba43f84af71f9d7f98fe8 url=/admin/current/en-us/service/264-0-0/fs_reporting_basics.md --> # Field Service Reporting Basics Familiarize yourself with basic reporting tools in Field Service. Create report types to track KPIs, and explore out-of-the-box dashboards from Salesforce Labs AppExchange. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Setting Field Service Key Performance Indicators](https://help.salesforce.com/s/articleView?id=service.fs_key_indicators.htm&release=264.0.0&type=5)** Key Performance Indicators (KPIs) are crucial to helping you scope your business's needs and align them with what Field Service provides. For example, KPIs can help you set efficient schedules and send workers to a job with the right skills and tools. - **[Create Report Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_reports.htm&release=264.0.0&type=5)** Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App. - **[Set Up Salesforce Labs Field Service Dashboards](https://help.salesforce.com/s/articleView?id=service.fs_sflabs_dashboards.htm&release=264.0.0&type=5)** Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange. Use these optional dashboards to create customized reports and dashboards for your field service operation. <!-- document id=ed6046c224c746295af551cb9bb67341f0c0913d4891296ef9d37be1ceaf63e5 url=/admin/current/en-us/service/264-0-0/pfs_scheduling_services.md --> # Field Service Scheduling and Optimization Services Scheduling and optimization includes services used to schedule, reschedule, and unschedule service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Review the scheduling and optimization services available. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81842e83">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81842e86">Description</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d81842e83 d81842e86 ">Scheduling Services</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_auto.htm&release=264.0.0&type=5" title="Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy.">Auto Schedule</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Schedule an appointment in a hurry with Auto Schedule, right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5" title="In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record.">Book Appointments</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Use Book Appointment to agree with your customer on a visiting time window, and ensure that automatic scheduling and optimization processes adhere to the agreed visiting times.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 ">Auto Schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5" title="You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt.">Drag and Drop, Schedule, Bulk Schedule</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Schedule an appointment by dragging it from the appointment list, directly from the Classic Dispatch Console map, or from the service appointment mini view. Use the Mass Schedule action to bulk schedule appointments from the appointment list.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5" title="In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately.">Emergency Wizard</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Quickly schedule, dispatch, and track emergency work.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5" title="In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record.">Get Candidates</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Quickly find resources who are best-matched to work on an individual Service Appointment. </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d81842e83 d81842e86 ">Optimization Services</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5" title="Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.">Global Optimization</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Optimize your team’s schedule for one or more service territories across a specified range of days. You can configure the optimization to run regularly, for example, every night, or run it manually as needed.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&release=264.0.0&type=5" title="Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule for one or more service territories on the day of service by manually running the optimization from the Classic Dispatch Console. You can also run in-day optimization automatically several times a day using scheduled jobs, or run jobs manually, as needed.">In Day Optimization</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Navigate last-minute schedule upsets by rapidly optimizing your team’s schedule for one or more service territories on the day of service.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_reshuffling.htm&release=264.0.0&type=5" title="Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource.">Reshuffle</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 "> <p>Make space in a full schedule for a high-priority appointment. The Reshuffle action in the Gantt postpones lower-priority appointments.</p> <p style="margin-bottom:0;">This feature isn’t supported by Enhanced Scheduling and Optimization.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&release=264.0.0&type=5" title="In Field Service, when last-minute developments occur like canceled jobs or lateness, use Resource Schedule Optimization (RSO) to design the best schedulefor an individual service resource.">Resource Schedule Optimization (RSO)</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">When last-minute developments occur like canceled jobs, lateness, or emergencies, optimize an individual service resource’s schedule to design the best schedule for them.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&release=264.0.0&type=5" title="Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category.">Schedule Recipes</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Tackle common scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category. The <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&release=264.0.0&type=5" title="Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization.">Fix Schedule Overlaps flow (Beta)</a> replaces scheduling recipes when you’re using Enhanced Scheduling and Optimization to resolve overlaps that occur when a mobile worker finishes an appointment late. </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d81842e83 d81842e86 ">Dynamic Gantt Services</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fill_schedule.htm&release=264.0.0&type=5" title="Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule.">Fill-In Schedule</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 "> <p>Fill gaps in a service resource’s schedule. This feature fills gaps in the service resource’s schedule with non-urgent work that has no defined execution time, such as maintenance work.</p> <p style="margin-bottom:0;">This feature isn’t supported yet by Enhanced Scheduling and Optimization.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&release=264.0.0&type=5" title="Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used.">Fix Overlaps</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 "> <p>If a service appointment overlaps with other appointments or absences, use the Fix Overlaps feature to harmoniously reschedule appointments.</p> <p>This feature isn’t supported for capacity-based service resources.</p> <p style="margin-bottom:0;">When you’re using Enhanced Scheduling and Optimization, refer to <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&release=264.0.0&type=5" title="Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization.">Fix Schedule Overlaps flow (Beta)</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_group_appointments.htm&release=264.0.0&type=5" title="One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Scheduling and Optimization.">Group Nearby</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 "> <p>Minimize travel time or gaps between appointments. This feature unschedules appointments that were scheduled later that day and replaces them with appointments that are close in location to the source appointment.</p> <p style="margin-bottom:0;">This feature isn’t supported yet by Enhanced Scheduling and Optimization.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d81842e83 d81842e86 ">Transparency Services</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_parent_page.htm&release=264.0.0&type=5" title="Learn how Appointment Insights can help you improve the scheduling of service appointments. Appointment Insights helps you understand why a service appointment can’t be scheduled during optimization and which work rules are preventing its scheduling.">Appointment Insights</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">Help users understand why a service appointment can’t be scheduled, and which work rules are preventing its scheduling. Discover what changes can be made to the scheduling policy's work rules to qualify time slots and candidates for scheduling.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&release=264.0.0&type=5" title="Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization.">Optimization Hub</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d81842e86 ">View Optimization Hub to learn what improvements optimization made to the scheduling of service appointments across multiple territories and how to get the best results from optimization.</td> </tr> </tbody> </table> <!-- document id=31128009d224e210348b66cd370532df9b1bcc8219fc704bae8f51756e247925 url=/admin/current/en-us/service/264-0-0/pfs_solutions_sched_and_opt.md --> # Field Service Scheduling and Optimization Solutions Salesforce Field Service is used by a wide variety of customers across many industries. The tasks and activities that you do can vary significantly depending on your industry, business model, and service operations model. At Salesforce, we relate your core business objectives, needs, and user workflows to a job you need to do. The jobs framework helps us understand what customers want to achieve by focusing on their needs and how the product or service can address them. The use cases identify the core job, large or small, that a user must perform, solve, or complete to succeed. Review the different use cases, understand what industries they're most common in, and learn about the scheduling and optimization features and solutions Field Service offers to solve them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note These are some common workforce and scheduling-related jobs and use cases that are ‌essential for Field Service to support your core business objectives. We’ve identified the industries that these use cases typically apply to, but they can also be used in other industries that aren’t listed in the Industries Categories. When setting up your workforce, consider your main jobs and the related jobs. Your main job is the core task that you want to achieve. The related jobs are supplementary tasks that enhance your overall experience and make you more successful. - **[Represent My Workforce in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_represent_workforce.htm&release=264.0.0&type=5)** To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers as service resources in Field Service. - **[Define Which Field Service Resources Perform Work and Where](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_which_resource.htm&release=264.0.0&type=5)** Configure Field Service to make sure that your workforce is scheduled only for appointments they're qualified to perform, based on their expertise, supported work types, and relevant geographies or lines of business. - **[Define When Field Service Resources Perform Work](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_when_resources_work.htm&release=264.0.0&type=5)** Like any worker, Field Service resources have specific days and hours that they’re available for work, and times they are unavailable. Learn how to configure workforce availability to make sure your service resources are assigned work only when they’re available. - **[Define Field Service Work](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_work.htm&release=264.0.0&type=5)** Define the various types of work and their details—such as duration, due date, and job requirements—in Field Service to schedule and execute work efficiently and effectively. - **[Manage the Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_manage_schedule.htm&release=264.0.0&type=5)** Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals. <!-- document id=f24415ff87f05f69ab1f44716c3d66b475320b1771a96f6d4c74dada2632f393 url=/admin/current/en-us/service/264-0-0/knowledge_custom_field_fls.md --> # Field-Level Security on Articles Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> If using both [article-type layout](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") and field-level security to define field visibility, the most restrictive field access setting always applies. For example, if a field is hidden in the article-type layout, but visible in the field-level security settings, the layout overrides security settings and the field aren’t visible. Some user permissions override both page layouts and field-level security settings. For example, users with the “Edit Read Only Fields” permission can always edit read-only fields regardless of any other settings. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Field-level security doesn't prevent searching on the values in a field. When search terms match on field values protected by field-level security, the associated records are returned in the search results without the protected fields and their values. You can define security via a permission set, profile, or field. To define field-level security via permission sets or profiles: 1. For permission sets or profiles, from Setup, either: - Enter Permission Sets in the Quick Find box, then select **Permission Sets**, or - Enter Profiles in the Quick Find box, then select **Profiles** 2. Select a permission set or profile. 3. Depending on which interface you're using, do one of the following: - Permission sets or enhanced profile user interface—In the **Find Settings...** box, enter the name of the object you want and select it from the list. Click Edit, then scroll to the Field Permissions section. - Original profile user interface—In the Field-Level Security section, click **View** next to the object you want to modify, and then click **Edit**. 4. Specify the field's access level. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note These field access settings override any less-restrictive field access settings on the article-type layouts. 5. Click **Save**. To define field-level security via fields: 1. For fields, from Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Select the article type that contains the field to modify. 3. Select the field and click **Set Field-Level Security**. 4. Specify the field's access level. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note These field access settings override any less-restrictive field access settings on the article-type layouts. 5. Click **Save**. After setting field-level security, you can [modify the article-type layouts](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") to organize the fields on detail and edit pages. #### See Also - [Add Custom Fields to Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5 "Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=072feb2354dab7310cdedf1f6c43b71ca7a89028448754098d8b1d67105a651d url=/admin/current/en-us/service/264-0-0/case_interaction_send_email_quick_action_fields.md --> # Fields Available on the Send Email Quick Action for Cases After you create an Email quick action for cases, you can customize the fields displayed for the action. Drag fields from the Email Message Fields palette to the email layout. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Fields Available on the Send Email Quick Action"> <caption>Fields Available on the Send Email Quick Action</caption> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d135781e63">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d135781e66">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Blank Space</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 ">Adds empty space to the email layout. This field can be used multiple times within the email layout.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">BCC Address</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Email header field where support reps can enter BCC addresses.</p> <p>If <samp class="parmname">BCC Address</samp> is added to an email layout that includes the <samp class="parmname">To Address</samp> field, the <samp class="parmname">BCC Address</samp> field is collapsed and appears as a link in the email layout on the case page layout. When a support rep clicks the BCC link, the field expands and doesn’t collapse again. If the field is required, a red line appears next to it and the field is always expanded. </p> <p style="margin-bottom:0;">You can only predefine this field to an email address.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">CC Address</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Email header field where support reps can enter CC addresses.</p> <p>If <samp class="parmname">CC Address</samp> is added to an email layout that includes the <samp class="parmname">To Address</samp> field, the <samp class="parmname">CC Address</samp> field is collapsed and appears as a link in the email layout on the case page layout. When a support rep clicks the CC link, the field expands and doesn’t collapse again. If the field is required, a red line appears next to it and the field is always expanded.</p> <p style="margin-bottom:0;">You can only predefine this field to an email address.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">From</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Email header field where service reps can enter a From email address from a picklist (dropdown list).</p> <p>Service reps can select from org-wide email addresses, Email-to-Case email addresses, and the agent’s own email address.</p> <p style="margin-bottom:0;">The <samp class="parmname">From</samp> picklist is added by default in the Send Email action in new orgs created in Winter ’17 or later. If you create a Send Email action after Winter ’17, then the <samp class="parmname">From</samp> picklist is added to the email layout by default. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">From Address</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 ">Email header field where support reps can enter a From email address. The <samp class="parmname">From Address</samp> field is a text field. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">HTML Body</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Email body field that supports HTML formatting and images.</p> <p style="margin-bottom:0;">If you set a default email template that contains HTML formatting on the Send Email quick action, then add the <samp class="parmname">HTML Body</samp> field to the email layout. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Is Externally Visible</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>If the Experience case feed is enabled, <samp class="parmname">IsExternallyVisible</samp> controls the external visibility of emails in sites.</p> <p style="margin-bottom:0;">For more information, see EmailMessage in the API Guide.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Parent Case</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 ">Field for the parent case record ID.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Related To</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Field for the record ID of related objects, such as accounts, opportunities, campaigns, cases, or custom objects.</p> <p style="margin-bottom:0;">For more information, see EmailMessage in the API Guide.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Subject</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 ">Email header field where support reps can enter a subject.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">Text Body</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 ">Email body field that supports only plain text.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e63 "> <samp class="parmname">To Address</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135781e66 "> <p>Email header field where support reps can enter To email addresses.</p> <p style="margin-bottom:0;">You can only predefine this field to an email address.</p> </td> </tr> </tbody> </table> #### See Also - [Create a Send Email Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_create.htm&release=264.0.0&type=5 "Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app.") - [Apply a Default Email Template Using the Send Email Quick Action](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_default_email_template_lex.htm&release=264.0.0&type=5 "Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails.") <!-- document id=02392af34f7a0f67d79b8c98bf21e9ad1f59e9a6c3b7140f109dc2123d7f097b url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_dynamic_file_apex.md --> # File with Dynamic Content: Example Apex Class To send a dynamic file with your enhanced bot, create an Apex class that generates a file and returns the `ContentVersionId` variable as output. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> This Apex class creates a file, uploads the file to Files home, and returns the file `ContentVersionId`. ```java //GeneratePdf Class public with sharing class Bot_GeneratePdf { @InvocableMethod(label='GeneratePdf') public static List<Id> generatePdf() { PageReference myPdf = new PageReference('/apex/CreateOutboundAttachmentPage'); myPdf.getParameters().put('id', '001OG000003070ZYAQ'); ContentVersion version = new ContentVersion(); version.Title = 'Account Information'; version.PathOnClient = 'AccountInfo.pdf'; version.VersionData = myPdf.getContentAsPDF(); version.IsMajorVersion = true; insert version; Id contentDocumentId = [SELECT ContentDocumentId FROM ContentVersion WHERE Id =:version.Id].ContentDocumentId; ContentDistribution cd = new ContentDistribution(); cd.Name = 'Account Information Document'; cd.ContentVersionId = version.id; cd.PreferencesAllowViewInBrowser=true; cd.PreferencesLinkLatestVersion=true; cd.PreferencesNotifyOnVisit=false; cd.PreferencesPasswordRequired=false; cd.PreferencesAllowOriginalDownload=true; cd.PreferencesExpires=true; datetime expiryTime = datetime.now().addMinutes(5); cd.ExpiryDate = expiryTime; insert cd; List<Id> contentVersionId = new List<Id>(); contentVersionId.add(version.Id); return contentVersionId; } } ``` After you create an Apex class, in a bot dialog, add an Apex action dialog step that references your Apex class and store the output in an ID list bot variable. In the associated File dialog step, reference the same ID bot variable. #### See Also - [Upload Files](https://help.salesforce.com/s/articleView?id=experience.collab_files_uploading.htm&type=5&language=en_US) - [_Object Reference for the Salesforce Platform_: ContentDistribution](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_contentdistribution.htm) <!-- document id=9cf5fe7d16d621d34610c29837aa4e3af4db0ca3107bcbb2d3f49e26ef017086 url=/admin/current/en-us/service/264-0-0/fs_capacity_planning_fill_gaps.md --> # Fill Capacity Gaps to Meet Service Demands Relocate existing service resources to areas or regions experiencing a deficit in capacity. To access the Capacity Planning tool, go to the App Launcher, find and select Field Service Home, and then click a capacity planning insight. To use the capacity planning tool, FS Operations Home and Data 360 must be enabled. To learn more, see [Field Service Operations Setup](https://help.salesforce.com/s/articleView?id=service.fs_einstein_considerations.htm&language=en_US). ## Relocate Service Resources To reallocate service resources, click Adjust Territory Capacity. Select the Target Source Territory that needs additional technicians and the start and end dates. And then, click **Next**. ## Adjust Service Territory Coverage Assess the Current Capacity in the Target Territory and assign service resources. - Review the total estimated work or demand within the service territory. - Use the Service Territory and Skill Type searches to find the most suitable resources to meet the demand. As you select or deselect resources for relocation, the Surplus Capacity for the Target Service Territory is dynamically updated. A positive number indicates an excess of capacity, while a negative number would indicate a deficit. - Check for any scheduling overlaps or other issues that might arise from relocating these resources during the specified period. Address any conflicts before proceeding. - Review the capacity and identify the necessary resource movements or adjustments, and click **Next**. ## Relocate Service Resources Review the pending results of the relocation. When you’re satisfied with the reviewed changes and the projected impact on the service territories, click **Save**. <!-- document id=5b85d5b40625683128b3a891901bf3742505304b7d01d0f946caf4dd9c9b4506 url=/admin/current/en-us/service/264-0-0/pfs_copilot_dispatcher_filling_gaps.md --> # Fill Gaps in a Service Resource's Schedule with Agentforce Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73971e85">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73971e85 ">To access Field service agent actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73971e85 ">Access Agent Topics and Actions for Field Service</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73971e85 ">To use Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73971e85 ">Use Agentforce Default Agent </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Last-minute schedule changes are difficult and time-consuming to resolve. You need to consider travel time, skill, duration, and many more parameters. Agentforce helps you to find the right appointment to fill the schedule gaps, while taking all these factors into consideration. Agentforce presents the first gap in the resources schedule and offers up to three of the most suitable appointments to fill the gap. After you select an option, Agentforce schedules the appointment for you. Then let Agentforce find the next gap, until each gap has been filled for that day. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Remember to ask the agent about a specific service resource for a specific date. 1. Open Agentforce and enter a phrase such as “Fill the gaps in Emma White's schedule on the 5th of December”. If you don’t specify a date, the AI agent searches for gaps today. For example utterances, see [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria."). Agentforce shows up to three of the best appointments to fill the first gap in the resource's schedule. 2. Click **Schedule**. 3. Tell Agentforce the appointment number you want to schedule. 4. Agentforce confirms that the appointment was scheduled successfully. 5. Click **Show Next Gap** to view the next gap that needs filling. **Considerations:** - You can't ask to fill gaps for a period of more than a single day. - Service appointments are filtered out and analyzed based on the scheduling policy selected in the Gantt. If the Gantt is closed, the Gantt’s default policy is used. #### See Also - [Set Up the Field Service Dispatching Agent](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatcher_setup.htm&language=en_US) - [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.") <!-- document id=27780fc23c96cd9212982bf9cefcb057b52248c730b2106864643db500e6c5fa url=/admin/current/en-us/service/264-0-0/pfs_fill_schedule.md --> # Fill Schedule Gaps in Field Service Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you’re using Enhanced Scheduling and Optimization, the Fill-In Schedule feature isn’t available. However, newer and more powerful features are available. These features include Sliding, Resource Schedule Optimization (RSO), and In-Day Optimization. You can also [Fill Gaps in a Service Resource's Schedule with Agentforce](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_filling_gaps.htm&release=264.0.0&type=5 "Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full."). ## Customize Fill-In Schedule Settings 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Scheduling** | **Dynamic Gantt**. 2. Under **Fill-In Schedule**, configure the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155580e122">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155580e125">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Service Appointment Candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 ">Select any standard or custom checkbox field, including formula fields. This field must be selected (set to True) for an appointment to be a candidate in fill-in scheduling.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Work Order Candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 ">Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order, this field must be selected (set to True) for the appointment to be a candidate in fill-in scheduling.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Work Order Line Item Candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 ">Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order line item, this field must be selected (set to True) for the appointment to be a candidate in fill-in scheduling.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Order candidate appointments by</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 "> <ul> <li><strong class="uicontrol">Priority</strong>: Sort candidates based on their priority field, which is set in <span class="menucascade"><strong class="uicontrol">Scheduling</strong> | <strong class="uicontrol">General Logic</strong></span> . Distance is a secondary consideration.</li> <li><strong class="uicontrol">Distance</strong>: Sort candidates based on their proximity to the previous appointment, or if it’s the first appointment of the day, on their proximity to the mobile worker’s home base. After an appointment is scheduled, its location is used to calculate distance. Priority is a secondary consideration.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Max appointments to schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 ">When searching for nearby appointments, the scheduling engine ends its search after finding this many candidate appointments. The maximum is 50 appointments.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e122 ">Max runtime (seconds) </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155580e125 ">The scheduling engine spends this many seconds searching for nearby service appointments. The maximum is 60 seconds. The search ends after either the max runtime or max appointments to schedule be reached.</td> </tr> </tbody> </table> ## Considerations - Fill-In Schedule only schedules appointments for the given day, which is the first day shown on the Gantt. - By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that all service appointments are considered as candidates when filling in a schedule. You might want to limit which appointments are considered as candidates. For example, perhaps repair appointments require a phone booking before a mobile worker is sent to the site. To limit candidate appointments, try one of the following approaches. - Using Process Builder or an Apex trigger, set the value of the Is Fill In Candidate field to False if specified criteria aren’t met. - Create a checkbox formula field that evaluates whether a record is a candidate. Then, change the three settings that control which fields are evaluated when searching for candidates so that your custom field is considered instead of Is Fill In Candidate. - If candidate appointments are sorted by distance, appointments without a geolocation are sorted last. - Only unscheduled appointments or appointments that are scheduled on a future date are considered as candidates. - When a service appointment is scheduled by Fill-In Schedule, the appointment’s Schedule Mode is set to **Automatic**. #### See Also - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5 "Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.") - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5 "Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.") - [Enable Service Appointment Sliding](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US) - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) <!-- document id=946107d1a148ed9985f0b723ac70ed3a172524843d76ee69ad8b4f54e0672786 url=/admin/current/en-us/service/264-0-0/knowledge_category_mapping.md --> # Filter Articles with Data Category Mapping Make suggested articles more relevant when solving cases. Map case fields to data categories to filter for articles assigned to those data categories. For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22751e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22751e59 ">To map data category groups</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22751e59 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important - Filtering articles based on case information is only supported in text and picklist fields. - Filters are applied to Knowledge results after the case has been saved. - Filters are applied after a Knowledge search and only to the articles returned in the search. - Using Filters does not return a list of all articles that match the filter criteria. Instead, the filters are applied to the initial pool of article results returned. - Results may be filtered after a search. - A category group can only be used once in a data category mapping. - Suggested articles are returned if Suggest articles for cases considering case content is enabled. When suggested articles is disabled, search uses data category mappings. Case subject fields are used when there are no data category mappings. To implement data category mapping, select which case fields map to which data categories and set a default data category for cases that have no value for the mapped fields. For information on data categories, see [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5 "Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas."). 1. From Setup, enter Data Category Mappings in the Quick Find box, then select **Data Category Mappings**. 2. In the Case Field column, use the drop-down list to add a field. 3. In the Data Category Group column, use the drop-down list to map the information from the lookup field to a data category. 4. In the Default Data Category column, use the drop-down list to assign a data category when the field value does not match any categories from the category group. 5. Click **Add**. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=7e0770348baa38bfd1f72435d45650bef11a4b1143be6da282cc9644ce45ac43 url=/admin/current/en-us/service/264-0-0/pfs_territory.md --> # Filter the Field Service Gantt by Service Territory The Gantt territory filter controls which appointments are shown in the Gantt and appointment list. In a field service operation with numerous service territories, the faster you can control which territories are shown, the better! ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To filter the Gantt by service territory, click the territory filtering icon at the top of the appointment list. ![Territory filtering icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_territory_filtering.png) Then, select territories whose service resources and service appointments you want to see. - Optionally, select **Show service appointments not associated with a territory**. These appointments can then be scheduled within any of the selected service territories. - If your organization contains many territories, click the star next to a frequently used service territory to add it to your favorites. Click the Favorites tab to view your favorites. - Hover over a territory and click **Switch** to deselect all territories and select only that territory. - Click **Save** to apply the filter and return to the appointment list. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service territories without assigned resources are shown on the appointment list but not on the Gantt. If you have access to 2,000 or more service territories, the service territories list shows only selected territories. Use the search bar to find territories that aren't selected. ## View Secondary Service Territory Memberships on the Gantt If service resources are assigned to more than one territory, you can choose to show secondary service territory memberships on the Gantt. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI** | **Gantt Configurations**. 3. Select Show secondary Service Territory Members on Gantt chart, and save your changes. 4. From Setup, enter Permission Sets in the Quick Find box. Select **Permission Sets** under Users. 5. Click **Field Service Dispatcher Permissions**. 6. In the Apps section, click **Custom Permissions**. 7. Click **Edit**. 8. Add the FSL.View Resource on secondary STM custom permission to the Field Service Dispatcher permission set. 9. Click **Save**. If you show secondary territory memberships on the Gantt, keep these considerations in mind. - When the Candidates action is used, secondary territory members are flagged with a green icon. - When service appointments are dragged onto the Gantt, the time slots are filled on both of the service resource’s rows. - Territory utilization calculation doesn’t consider secondary territory members. - When Gantt visibility is back on time zones, only secondary territory memberships with the same time zone are visible. If the primary territory is filtered out, the secondary territory memberships are still visible. #### See Also - [Create and Manage Map Polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons.htm&release=264.0.0&type=5 "Draw your own Field Service territories directly on the map, then link them to your service territories. Polygons make it easy to mass-update all appointments within a specific geographic area.") <!-- document id=07ca42f233470b96fe278ae0d89a2b032599788cb2ff2a605a22c9c7eebe656e url=/admin/current/en-us/service/264-0-0/pfs_filter.md --> # Filter the Gantt in Field Service Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization, hours, and other features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To open your filter settings, click the filter icon in the top left-hand corner of the Gantt. By default, the Gantt is sorted by service resource name. To search for resources within the resource list, enter two or more characters in the search field. Separate multiple keywords with a comma, which applies an OR condition to the search. ![Gantt filter](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_gantt_filter.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d166815e97">Filter Tab</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d166815e100">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Filter Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e97 ">Hours</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e100 "> <p>Select a range of hours to show. The date resolution determines the Gantt time interval and how available hours appear. For example, when you select a date resolution of 3 Days, the Gantt shows resource availability across 4-hour intervals; it displays intervals with full or partial availability within filtered hours. For In-Day, the Gantt shows half-hour intervals and ignores the filter for which hours to show.</p> <p>In 3 Days, Weekly, and 2 Weeks date resolutions, you can turn on the option to show a horizontal scroll bar. Scrolling enables you to see all the relevant resource availability information also in lower date resolutions.</p> <p>You can turn on options to display or highlight weekends. For views that are less than weekly, the Gantt always shows weekend days. When you turn on the option to show weekends, the Gantt displays weekend days for date resolutions of weekly or longer.</p> <p>A setting In <span class="menucascade"><strong class="uicontrol">Field Service Settings</strong> | <strong class="uicontrol">Dispatcher Console UI</strong></span> lets you configure Sunday or Monday as the start of the week.</p> <p>At the bottom of the tab, you can customize the Long-Term view:</p> <ul> <li>Choose whether to show only multiday appointments</li> <li>Enter the number of months to display (up to 6)</li> <li>Hide appointments and absences under a certain length</li> </ul> <p style="margin-bottom:0;">(To reach the long-term view, select <strong class="uicontrol">Long-Term</strong> in the top-right corner of the Gantt. You need the Longterm View custom permission to access it.)</p> </td> </tr> <tr class=""> <td data-label="Filter Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e97 ">Resources</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e100 "> <p>Specify which service resources are shown and in what order.</p> <p>Select <strong class="uicontrol">Show working resources only</strong> in the filter box to show only resources that are available to be assigned to appointments on the dates shown on the Gantt. Service resources with an absence during this availability period are still shown. </p> <p style="margin-bottom:0;">To add more filterable fields to the Resources tab, update the Resource Gantt Filter field set.</p> </td> </tr> <tr class=""> <td data-label="Filter Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e97 ">Skills</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e100 "> <p>Select skills that resources must possess to be shown on the Gantt. Change the Filter Logic to OR to display resources with one or more of the selected skills.</p> <p>When the Gantt’s resource skill filter runs, it preloads 50 skills and shows them as filter options based on the available skills of the currently loaded resources. You can search for more skills using the skills search bar and apply them as filter options.</p> <p style="margin-bottom:0;">The last applied filter is saved until the next time you change it.</p> </td> </tr> <tr class=""> <td data-label="Filter Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e97 ">Utilization</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e100 ">Select the factors that are considered when calculating resource utilization, and control the days shown in the utilization view. (To reach the utilization view, select <strong class="uicontrol">Utilization</strong> in the top-right corner of the Gantt.) </td> </tr> <tr class=""> <td data-label="Filter Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e97 ">Palettes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d166815e100 ">Create, manage, and apply palettes to color-code service appointments on the Gantt and map. Click the icon in the top-right corner to open the palette editor.</td> </tr> </tbody> </table> #### See Also - [View Field Service Resource Utilization](https://help.salesforce.com/s/articleView?id=service.pfs_view_availability.htm&release=264.0.0&type=5 "To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization.") - [Color-Code the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_create_gantt_palettes.htm&release=264.0.0&type=5 "Help dispatchers compare service appointments in the Field Service Classic Dispatch Console Gantt and map by creating custom color palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum based on the proximity of the due date.") - [Gantt Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_keyboard_shortcuts.htm&release=264.0.0&type=5 "Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console.") <!-- document id=1052df80cf2f2bb2c785327c11e01cf4607e6fcbbd3bf3c1bd11accb75d46184 url=/admin/current/en-us/service/264-0-0/workforce_engagement_filter_intraday_management.md --> # Filter the Intraday Management Dashboard Use a filter to identify staffing gaps in a particular job profile across the Intraday Management Dashboard. You can also filter the Data Graph View by time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61377e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61377e60 ">To view, create, and edit workload histories, intelligent forecasts, and to view and create capacity plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61377e60 ">Workforce Engagement Analyst or Workforce Engagement Planner</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61377e60 ">To view, create, and edit shifts and shift segments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61377e60 ">Workforce Engagement Planner</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Intraday Management**. 2. To view today’s data, click **Refresh**. 3. Click the filter icon to select a filter. 1. The Job Profile filter applies to both the Data Graph and Team Management views. 2. The Start Time and End Time filters apply only to the Data Graph View. <!-- document id=bd2cca746db6f394b941a939ed5ef738ba7a30374a6cd5f21cdd895ac7d87308 url=/admin/current/en-us/service/264-0-0/pfs_copilot_dispatcher_create_filter.md --> # Find and Filter Service Appointments with Agentforce As a dispatcher, use Agentforce to search for any service appointment by using natural language rather than searching from the appointment list. You can also ask Agentforce to create filters in the appointment list based on your search criteria. Access these filters from the My Agentforce Searches section of the filter list. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139171e83">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139171e83 ">To access Field service agent actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139171e83 ">Access Agent Topics and Actions for Field Service</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139171e83 ">To use Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139171e83 ">Use Agentforce Default Agent </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. Ask Agentforce to search for appointments. For example, “Show me unscheduled appointments that are due today.” The AI agent shows a list of appointments that match your search criteria (1). 2. Ask the AI agent to create a filter for you by using a phrase such as “Create a filter” (2). For example utterances, see [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria."). The filter appears in the filter list (3), and your appointments are shown in the appointments list (4), enabling you to take appropriate action. ![Agentforce filter](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/filter_action.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can access the filter again from the My Agentforce Searches section in the filters list, according to the date and time you created the filter. ‌To see details about your search, hover over the tooltip. #### See Also - [Set Up the Field Service Dispatching Agent](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatcher_setup.htm&language=en_US) - [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.") <!-- document id=60eda74cb57c9323a0899b9fd1680f44aafde00a2316d24fb59e61458d0383cf url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_list_add.md --> # Find Another Action Sometimes a customer interaction requires a step that doesn’t appear in the Actions & Recommendations component. You can look for more actions when you need them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5051e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5051e84 ">To start flows from the list:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5051e84 "> <p>Run Flows</p> <p>OR</p> <p><samp class="parmname">Flow User</samp> field enabled on the user detail page</p> <p>OR</p> <p style="margin-bottom:0;">Manage Flow</p> </td> </tr> </tbody> </table> Component settings are configured to show you the actions that apply to your work. Click **Add** on the component, and select an action. ![You can find and run an action that’s not in the list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_engagement_add_guided_actions.png) When you select an action, it opens. <!-- document id=5eecb8e33d4404e5fa67bf1e4be6863ade82147201b574b08fa44b457369e93d url=/admin/current/en-us/service/264-0-0/find_answers_in_dynamic_q_a.md --> # Find Answers in Dynamic Q&A BGet quick answers to your questions in the Dynamic Q&A section of the knowledge article page. If you can't find what you need, start a live chat instantly for further assistance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on</td></tr></tbody></table> Before you begin make sure, you've completed theses steps. - The agent selected for Dynamic Q&A is configured with an Agent User that has minimal permissions and object access to prevent misuse. - Verify that the Agent is associated with a General FAQ topic built on publicly available knowledge articles. - Confirm that you have View Agents permission to configure ASA agents on the Self-Service AI Experiences page. - Choose the agent carefully because the answers are generated by an agent that runs in the Agent User context. - Make sure that a Data Cloud license is available. 1. Open your Experience Cloud help site. 2. Open a **Knowledge Article** in your help portal. 3. Scroll down and click the **Dynamic Q&A** section. 4. Select a question to expand and view its answer. 5. If you don’t see what you need, click **Have Questions?** button to start a live chat session. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Have Questions? button appears only if either Quick Chat or Enhanced Chat is configured on the page, for LWR or Aura sites. #### See Also - [Enable Salesforce Knowledge in Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_knowledge_access.htm&type=5&language=en_US) <!-- document id=116013e2424bb5a0dcb5b9b2c7596f9e6dc628954ecce8748e8bc3843894bb6f url=/admin/current/en-us/service/264-0-0/console2_find_articles.md --> # Find Knowledge Articles in a Salesforce Console in Salesforce Classic If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically appear when you select a case in a console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4090e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4090e78 ">To view Salesforce Knowledge articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4090e78 ">Read on the article's article type</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4090e78 ">To add Salesforce Knowledge articles to cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4090e78 ">Edit on cases</td> </tr> </tbody> </table> To help you solve cases faster, suggested articles appear in the sidebar as you type details into a case’s Subject. Only articles updated within the last 30 days appear, but you can view older articles by specifying a search term or filtering search results. - To filter articles by a specific category, language, or validation status, click ![Language filter icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_knowledge_language.png) and choose filter options. To access these filters, validation status and multilingual articles must be enabled . An administrator determines which languages are available for articles. The columns available in the sidebar are New, Article Title, and Most Viewed. You can drag the bar in between the columns to resize them, but you can't add, remove, or rearrange columns. - To find articles to help you solve a case, click ![Search icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_search_knowledge.png), type keywords into Search, and click **Go**. - To attach an article to a case, click the checkbox next to the article and click **Attach to Case**. You can only attach an article to a saved case. ![Attached icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/attach16.gif) displays next to an article already attached to a case. - To change the number of articles displayed, click the article count indicator in the lower left corner of the sidebar and choose a setting. You can view 10, 25, 50, 100, or 200 articles at a time. When you change this setting, you return to the first page of the list. - To show or hide the sidebar, hover over the scrollbar and click ![Show icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/LNav_twisty_opened.gif) or ![Hide icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/LNav_twisty_closed.gif). You can drag the bar in between the articles sidebar and a detail page to resize the width of either one. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&type=5&language=en_US) <!-- document id=be3dd3d4848c8809a1d77b69795ea77dd4c7ab2bc0f2a5f24d9b3618744e8611 url=/admin/current/en-us/service/264-0-0/fs_shifts_get_candidates.md --> # Find Shift Candidates Find the right service resources for a specific shift using the Shift Get Candidates action. With this action, you can assign the best available resources according to your scheduling rules and objectives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d105216e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105216e72 ">To assign shifts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105216e72 "> <p>Field Service Standard</p> <p>AND</p> <p style="margin-bottom:0;">View and edit on shifts</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105216e72 ">To appear in the list of service resource candidates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105216e72 ">Field Service Scheduling</td> </tr> </tbody> </table> 1. Open **Shifts** in the App Launcher. 2. Select a listview other than Recently Viewed. 3. Set the Display As icon to **Schedule**. 4. Hover over the shift you’d like to assign, and select **Get Candidates**. The list of service resource candidates is generated based on your scheduling rules defined in Setup. For example, the list can include service resources matching the skills required for the shift, based on the associated job profile. The list is sorted so the service resources most closely matching your scheduling service objectives appear at the top. You can define these objectives in Setup, for example, service resource preferences or balancing nonstandard shift assignments. 5. Select the service resource to assign, then save your changes. The selected service resource is associated with the shift via the service resource lookup field. Make sure the shift status is Confirmed so that the scheduling and optimization engine considers the shift time period when interpreting the service resource’s availability for assigning service appointments. #### See Also - [Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&release=264.0.0&type=5 "Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a service resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the Get Candidates Shift action (not to be confused with the Get Candidates action for assigning service appointments to service resources) and Mass Shift Update actions to assign shifts to service resources.") <!-- document id=d6334d032a7a8db39a3f39856e9aba01d2c0ff717d03325e73a9004766c5e24a url=/admin/current/en-us/service/264-0-0/knowledge_similarity_use.md --> # Find Similar Knowledge Articles Knowledge Similarity compares a draft or published article against your knowledge base and returns a ranked list of similar articles. Use Knowledge Similarity before publishing new content to avoid duplicates, or when reviewing existing articles to identify coverage gaps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100347e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100347e56 ">To create, edit, or delete articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100347e56 "> <p>Manage Articles </p> <p>AND</p> <p>Create, Read, Edit, or Delete on the article type</p> <p>AND</p> <p style="margin-bottom:0;">Data 360 User or Data 360 Architect</p> </td> </tr> </tbody> </table> To find similar articles, make sure that your admin has turned on Knowledge Similarity and grounded it on an Agentforce Data Library. 1. Depending on where you are in your workflow: - To check while drafting an article, create a knowledge article, enter a title and body content. Then, from the actions menu, select **Check Similar Articles**. - To check a published article, open the article. Then, from the actions menu, select **Check Similar Articles**. 2. Review the similar articles that appear and each article's similarity level. Similarity levels show how closely a match aligns with your article. Use the level as a guide when you decide whether to edit, archive, or keep writing. | Similarity level | score range | | --- | --- | | Very Low | 0 – 30 | | Low | 30 – 50 | | Medium | 50 – 70 | | High | 70 – 90 | | Very High | 90 – 100 | 3. Depending on the results: - To improve existing coverage, open a similar article and edit or archive it based on the similarity rating, instead of publishing a duplicate. - To keep your new article, continue writing and publish it. <!-- document id=59f07e7a73e830f58fd29b48a2a3dac543855479a92bf834f1d2ba81ea042a82 url=/admin/current/en-us/service/264-0-0/it_srvcs_ai_agent_finder.md --> # Find the Right AI for Your IT Task Use this guide to match your IT service requirement to the AI agent that handles it. Jump to a category to find the right agent for employees, specialized tasks, or IT fulfiller workflows. ## Jump to a Category [Employee Agent](#it_srvcs_ai_agent_finder__section_employee_general) | [Access and Identity](#it_srvcs_ai_agent_finder__section_access_identity) | [Devices and Hardware](#it_srvcs_ai_agent_finder__section_devices_hardware) | [Network and Connectivity](#it_srvcs_ai_agent_finder__section_network_connectivity) | [Security and Compliance](#it_srvcs_ai_agent_finder__section_security_compliance) | [Software and Applications](#it_srvcs_ai_agent_finder__section_software_apps) | [Cloud and Infrastructure](#it_srvcs_ai_agent_finder__section_cloud_infrastructure) | [Collaboration and Productivity](#it_srvcs_ai_agent_finder__section_collaboration_productivity) | [Facilities and Workspace](#it_srvcs_ai_agent_finder__section_facilities_workspace) | [People and Lifecycle](#it_srvcs_ai_agent_finder__section_people_lifecycle) | [IT Fulfillers](#it_srvcs_ai_agent_finder__section_fulfiller_agents) ## Employee Agent: General IT Support The IT Service Employee Agent handles everyday employee requests across the self-service portal, Slack, and Microsoft Teams. See [Agentforce for Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employee_parent.htm&release=264.0.0&type=5 "Use Agentforce to receive IT support across multiple channels, including a portal, Slack, and Microsoft Teams. Get user details, track tickets, update records, and reopen issues to accelerate resolution. Summarize approvals, answer policy questions, and automate equipment orders by identifying and configuring the appropriate service requests, including getting a list of software available."). | I want to... | AI Actions Topic | Link | | --- | --- | --- | | Submit or check status of a service request | Employee Request Management | [AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5 "Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution.") | | Request approval for access, purchases, or changes | Approval Management | [AI Actions for Approval Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_apprvlmngmnt.htm&release=264.0.0&type=5 "Managers can review pending approvals and take action using Agentforce in a channel of their choice, such as the employee portal, Slack, or Teams. Get contextual summaries of open approvals and make faster, more informed decisions.") | | Provision or manage cloud resources | Cloud Resources Management | [AI Actions for Cloud Resources Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_cloud_resource_mngmnt.htm&release=264.0.0&type=5 "Employees can automate cloud resource management and execute critical operations using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Provision VMs and storage, set up development stacks, manage firewall changes, and report virtual machine issues to reduce time to resolution.") | | Manage shared channels, groups, or team collaboration tools | Collaboration Management | [AI Actions for Collaboration Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_collab_mngmnt.htm&release=264.0.0&type=5 "Employees can manage collaboration platform requests and resolve communication tool issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Handle email accounts, distribution lists, chat workspaces, and messaging configurations to improve communication efficiency and reduce time to resolution.") | | Check compliance status or resolve compliance issues | Compliance Management | [AI Actions for Compliance Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_comliance_mngmnt.htm&release=264.0.0&type=5 "Employees can report compliance issues, access data privacy policies, and manage regulatory requests using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate guidance on corporate governance, data handling standards, and compliance training to reduce time to resolution.") | | Handle onboarding, offboarding, or role-change tasks | Employee Lifecycle Management | [Employee Lifecycle Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employee_lifecycle_mngmnt.htm&release=264.0.0&type=5 "Employees can request onboarding, offboarding, promotions, transfers, resignations, role changes, and manager changes using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Streamline employee transitions and reduce time to resolution for lifecycle events.") | | Book rooms, report building issues, or manage workspace | Facilities Management | [AI Actions for Facilities Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_facilities_mngmnt.htm&release=264.0.0&type=5 "Employees can report facility issues, request maintenance, and manage workspace needs using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get support for building services, environmental adjustments, and office amenities to improve workplace comfort and productivity.") | | Request new hardware (laptops, monitors, peripherals) | Hardware Request Management | [AI Actions for Hardware Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_hardware_req_mngmnt.htm&release=264.0.0&type=5 "Employees can order corporate hardware, request peripherals and upgrades, and report equipment issues using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure policy compliance and accelerate equipment provisioning and hardware issue resolution.") | | Report or resolve IT security concerns | IT Security Management | [AI Actions for IT Security Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_itsecurity_mngmnt.htm&release=264.0.0&type=5 "Employees can report security incidents, request firewall changes, manage certificates, and initiate security reviews using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Ensure rapid threat response and streamlined security operations to protect corporate assets.") | | Troubleshoot or request network and connectivity help | Network Management | [AI Actions for Network Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_network_mngmnt.htm&release=264.0.0&type=5 "Employees can report network issues, request connectivity support, and manage remote access problems using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for Wi-Fi failures, VPN issues, password resets, and authentication errors to minimize downtime.") | | Ask questions about IT policies | Policy Query Management | [AI Actions for Policy Query Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_policy_query_mngmnt.htm&release=264.0.0&type=5 "Employees can access company policies, guidelines, benefits, and entitlements using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get accurate information on allowances, limits, and policy requirements to make informed decisions.") | | Install, upgrade, or troubleshoot software | Software Management | [AI Actions for Software Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_software_mngmnt.htm&release=264.0.0&type=5 "Employees can request software installation and configuration, report technical issues, and manage license renewals using Agentforce in a channel of their choice, such as the portal, Slack, or Teams. Get rapid resolution for application errors and ensure access to required software tools.") | ## Specialized Agents: Access and Identity These agents handle credentials, authentication, and access provisioning. See [Specialized AI Agents for IT Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_parent.htm&release=264.0.0&type=5 "The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity."). | I want to... | Specialized Agent | Link | | --- | --- | --- | | Create, rotate, or revoke API keys | API Key Management | [AI Agent for API Key Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_apikeyassistance.htm&release=264.0.0&type=5 "API Key Assistance is a conversational specialized AI agent that helps employees securely manage API keys and authentication tokens. Use this agent to generate credentials for internal and external services, and run scheduled or as-needed key rotations. This agent ensures secure provisioning and minimizes credential exposure.") | | Reset application passwords | Application Password Reset | [AI Agent for Application Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_applicationsupportassistance.htm&release=264.0.0&type=5 "Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues.") | | Request or troubleshoot badge access | Badge Access | [AI Agent for Badge Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_badgeaccessassistance.htm&release=264.0.0&type=5 "Badge Access Assistance is a conversational specialized AI agent that helps employees manage physical access for corporate facilities. Use this agent to issue new employee ID badges, replace lost or damaged badges, create temporary visitor passes, and verify identity for badge requests. This agent ensures secure facility access management.") | | Request access to system or application logs | Log Access | [AI Agent for Log Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_logaccessassistance.htm&release=264.0.0&type=5 "Log Access Assistance is a conversational specialized AI agent that helps employees get system and application diagnostic logs. Use this agent to request log extraction across server, cloud, and application environments, define parameters such as time frames and log levels, and facilitate secure delivery. This agent provides telemetry for root-cause analysis.") | | Get help with password managers (1Password, LastPass) | Password Manager | [AI Agent for Password Manager Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_passwordmanagerassistance.htm&release=264.0.0&type=5 "Password Manager Assistance is a conversational specialized AI agent that helps employees maintain corporate password manager vaults. Use this agent to update stored credentials, delete outdated or compromised entries, troubleshoot synchronization issues, and ensure vault hygiene. This agent supports password security and compliance.") | | Request elevated or privileged access | Privileged Access | [AI Agent for Privileged Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_privilegeaccessassistance.htm&release=264.0.0&type=5 "Privilege Access Assistance is a conversational specialized AI agent that helps employees request elevated system permissions and hardware access rights. Use this agent to request local admin privileges, turn on USB data transfer, manage time-bound access elevations, and process security exceptions. This agent ensures secure, authorized system access.") | | Troubleshoot SSO or federation issues | SSO Management | [AI Agent for SSO Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_ssoassistance.htm&release=264.0.0&type=5 "Single Sign-On Assistance is a conversational specialized AI agent that helps employees troubleshoot Single Sign-On authentication issues. Use this agent to resolve login failures, diagnose credential synchronization problems, and report application-specific Single Sign-On disruptions. This agent restores access to identity-protected services.") | | Request file or system access permissions | System and File Access | [AI Agent for System and File Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_systemandfileaccessassistance.htm&release=264.0.0&type=5 "System and File Access Assistance is a conversational specialized AI agent that helps employees manage permissions for IT resources and shared folders. Use this agent to provision file share access, manage Active Directory group memberships, request database privileges, and revoke access rights. This agent streamlines identity and access management workflow.") | | Reset system or domain passwords | System Password Reset | [AI Agent for System Password Reset Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_systempasswordresetassistance.htm&release=264.0.0&type=5 "System Password Reset Assistance is a conversational specialized AI agent that helps employees reset network and system passwords. Use this agent to reset forgotten system and network passwords, reset settings for multi-factor authentication, and report password-related technical issues. This agent handles system-level credential recovery.") | ## Specialized Agents: Devices and Hardware These agents manage physical devices, peripherals, and hardware lifecycle. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Return company devices | Device Return | [AI Agent for Device Return Processing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicereturnassistance.htm&release=264.0.0&type=5 "Device Return Assistance is a conversational specialized AI agent that helps employees coordinate the return of corporate hardware assets. Use this agent to create device return requests for hardware upgrades, repairs, or offboarding, verify asset details, and ensure proper equipment recovery. This agent streamlines the hardware return process.") | | Troubleshoot laptop, desktop, or peripheral issues | Device Troubleshooting | [AI Agent for Device Troubleshooting Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicetroubleshootingassistance.htm&release=264.0.0&type=5 "Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management.") | | Request new hardware (laptops, monitors, peripherals) | Hardware Request | [AI Agent for Hardware Request Fulfillment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_hardwarerequestassistance.htm&release=264.0.0&type=5 "Hardware Request Assistance is a conversational specialized AI agent that helps employees request corporate hardware and peripherals. Use this agent to order equipment, request loaner devices, access hardware specifications and compatibility guides, and report hardware failures. This agent validates requests against corporate policy.") | | Request laptop refresh or upgrade | Laptop Refresh | [AI Agent for Laptop Refresh Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_laptoprefreshassistance.htm&release=264.0.0&type=5 "Laptop Refresh Assistance is a conversational specialized AI agent that helps employees request scheduled hardware replacements. Use this agent to initiate laptop and monitor refresh requests for devices that are end-of-life, past warranty, or due for scheduled replacement. This agent facilitates the hardware lifecycle refresh process.") | | Report or recover a lost device | Lost Device | [AI Agent for Lost Device Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_lostdeviceassistance.htm&release=264.0.0&type=5 "Lost Device Assistance is a conversational specialized AI agent that helps employees protect corporate data on lost or stolen devices. Use this agent to report missing equipment, execute immediate device locking, perform remote factory resets, and prevent unauthorized data access. This agent manages emergency security protocols for lost hardware.") | | Manage or troubleshoot mobile plans | Mobile Plan | [AI Agent for Mobile Plan Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_mobileplanassistance.htm&release=264.0.0&type=5 "Mobile Plan Assistance is a conversational specialized AI agent that helps employees manage corporate mobile service plans and connectivity. Use this agent to upgrade or downgrade cellular plans, activate international roaming packages, manage data add-on, and prevent overage charges. This agent ensures global connectivity while optimizing costs.") | | Troubleshoot desk phone or VoIP issues | Phone Support | [AI Agent for Phone Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_phoneassistance.htm&release=264.0.0&type=5 "Phone Assistance is a conversational specialized AI agent that helps employees manage corporate telephony systems and desk phones. Use this agent to deploy physical phone units, assign extensions, manage phone configurations, and troubleshoot Voice over Internet Protocol (VoIP) connectivity issues.") | | Fix printer connectivity or queue issues | Printer Support | [AI Agent for Printer Issue Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_printerassistance.htm&release=264.0.0&type=5 "Printer Assistance is a conversational specialized AI agent that helps employees manage printing infrastructure and resolve printer issues. Use this agent to troubleshoot printing problems, request new printer installations, order printer supplies such as ink and toner, and address hardware issues. This agent focuses exclusively on printer-related support.") | | Get help with AV equipment or conference rooms | Audiovisual Support | [AI Agent for Audiovisual Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_audiovisualsupportassistance.htm&release=264.0.0&type=5 "Audiovisual Support Assistance is a conversational specialized AI agent that helps employees manage audio-visual hardware and display systems in conference rooms. Use this agent to configure projectors, calibrate displays, troubleshoot connectivity issues to keep meetings running smoothly. This agent supports technical audio-visual operations for presentations and collaborative sessions.") | ## Specialized Agents: Network and Connectivity These agents resolve network, VPN, and connectivity issues. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Troubleshoot VPN, Wi-Fi, or network connectivity | Networking | [AI Agent for Network Issue Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_networkingassistance.htm&release=264.0.0&type=5 "Networking Assistance is a conversational specialized AI agent that helps employees troubleshoot network connectivity and manage access to network resources. Use this agent to diagnose network issues, facilitate VPN access requests, manage permissions for internal infrastructure, and resolve connectivity problems. This agent focuses exclusively on network-related support.") | | Create or modify distribution lists | Distribution List | [AI Agent for Distribution List Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_distributionlistassistance.htm&release=264.0.0&type=5 "Distribution List Assistance is a conversational specialized AI agent that helps employees manage corporate communication channels and collaboration platforms. Use this agent to provision Slack and Teams workspaces, set up Email distribution lists, manage shared mailboxes, and update group ownership. This agent streamlines communication infrastructure management.") | ## Specialized Agents: Security and Compliance These agents address security incidents, device security, compliance, and certificate management. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Manage SSL/TLS certificate lifecycle | Certificate Management | [AI Agent for Certificate Lifecycle Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_certificatemanagementassistance.htm&release=264.0.0&type=5 "Certificate Management Assistance is a conversational specialized AI agent that helps employees manage digital certificates and SSL credentials. Use this agent to identify expiring certificates, install updated certificates, and troubleshoot encryption-related errors. This agent ensures uninterrupted service and maintains secure communications.") | | Request or verify data backups | Data Backup | [AI Agent for Data Backup Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_databackupassistance.htm&release=264.0.0&type=5 "Data Backup Assistance is a conversational specialized AI agent that helps employees manage data protection and recovery operations. Use this agent to initiate backups as needed, configure virtual machine backup schedules, run synchronization tasks, and resolve data integrity issues. This agent ensures data availability and supports business continuity.") | | Resolve device security alerts (encryption, MDM) | Device Security | [AI Agent for Device Security Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicesecurityassistance.htm&release=264.0.0&type=5 "Device Security Assistance is a conversational specialized AI agent that helps employees maintain security compliance on corporate-managed devices. Use this agent to enroll laptops and mobile devices into Mobile Device Management (MDM) platforms, report malware, or unauthorized access, and respond to security threats. This agent ensures that encryption and software standards are met for device protection.") | | Manage endpoint security or patching | Endpoint Management | [AI Agent for Endpoint Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_endpointassistance.htm&release=264.0.0&type=5 "Endpoint Assistance is a conversational specialized AI agent that helps employees monitor and optimize workstation health and hardware visibility. Use this agent to diagnose system performance issues, deploy monitoring software for device telemetry, retrieve information on assigned IT assets, and address performance bottlenecks. This agent maintains accurate hardware records and improves workstation reliability.") | | Report or respond to a security incident | Security Incident | [AI Agent for Security Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_securityassistance.htm&release=264.0.0&type=5 "Security Assistance is a conversational specialized AI agent that helps employees report security incidents and manage security compliance. Use this agent to report phishing attempts and potential breaches, enroll in mandatory security training, and request exceptions to corporate security policies. This agent supports an organizational security posture.") | ## Specialized Agents: Software and Applications These agents help with software installation, licensing, and application-specific support. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Get help with Google Workspace (Drive, Gmail, etc.) | Google Workspace | [AI Agent for Google Workspace Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_googleworkspaceassistance.htm&release=264.0.0&type=5 "Google Workspace Assistance is a conversational specialized AI agent that helps employees manage Google Workspace services and collaborative resources. Use this agent to provision shared drives, manage group memberships, transfer data ownership, and update user access levels. This agent maintains organizational governance and ensures project continuity.") | | Get help with internal apps | Internal Applications | [AI Agent for Internal Application Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_internalapplicationsassistance.htm&release=264.0.0&type=5 "Internal Applications Assistance is a conversational specialized AI agent that helps employees troubleshoot proprietary and custom-built enterprise applications. Use this agent to diagnose application-specific issues, report performance degradation, resolve functional errors, and address access issues within internal business systems. This agent provides dedicated support for in-house applications.") | | Get help with Office 365 (Outlook, Teams, OneDrive) | Office 365 Support | [AI Agent for Office 365 Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_office365supportassistance.htm&release=264.0.0&type=5 "Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems.") | | Get help with Salesforce platform issues | Salesforce Support | [AI Agent for Salesforce Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_salesforcehelpassistance.htm&release=264.0.0&type=5 "Salesforce Help Assistance is a conversational specialized AI agent that helps employees manage Salesforce access and resolve platform issues. Use this agent to provision new user accounts, modify role hierarchies and permission sets, troubleshoot platform errors, and resolve MFA lockouts. This agent streamlines Salesforce administration and CRM specific support.") | | Get help with SharePoint sites or permissions | SharePoint Support | [AI Agent for SharePoint Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_sharepointassistance.htm&release=264.0.0&type=5 "Sharepoint Assistance is a conversational specialized AI agent that helps employees manage SharePoint sites and collaborate securely. Use this agent to provision or delete site collections, grant or revoke user permissions, manage access levels, and troubleshoot synchronization errors. This agent facilitates enterprise collaboration.") | | Audit or manage software licenses | Software License Management | [AI Agent for Software License Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_licenseauditassistance.htm&release=264.0.0&type=5 "License Audit Assistance is a conversational specialized AI agent that helps employees manage software license compliance and inventory. Use this agent to track user entitlements, identify assigned software, revoke unused licenses, and execute audit operations. This agent optimizes costs and ensures efficient resource allocation.") | | Install or troubleshoot software | Software Support | [AI Agent for Software Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_softwareassistance.htm&release=264.0.0&type=5 "Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle.") | ## Specialized Agents: Cloud and Infrastructure These agents provision infrastructure, monitor servers, and manage cloud resources. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Provision or deprovision cloud resources | Cloud Resources | [AI Agent for Cloud Resource Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_cloudresourcesassistance.htm&release=264.0.0&type=5 "Cloud Resources Assistance is a conversational specialized AI agent that helps employees provision and operate cloud resources, such as virtual machines and remote desktops. Use this agent to provision virtual machines and storage, and set up development stacks, restart services, update firewall configurations, access databases securely, and report issues with virtual machines. This agent streamlines cloud operations, supports secure access, and helps maintain reliable cloud environments.") | | Provision infrastructure (VMs, containers, environments) | Infrastructure Provisioning | [AI Agent for Infrastructure Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_infrastructureprovisioningassistance.htm&release=264.0.0&type=5 "Infrastructure Provisioning Assistance is a conversational specialized AI agent that helps employees request new IT infrastructure resources. Use this agent to provision virtual machines, create Kubernetes clusters, and set up specialized test environments. This agent focuses exclusively on initial infrastructure creation and set up.") | ## Specialized Agents: Collaboration and Productivity These agents manage calendars, approvals, knowledge, and ticket tracking. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Schedule or manage calendar events | Calendar Management | [AI Agent for Calendar Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_calendarassistance.htm&release=264.0.0&type=5 "Calendar Assistance is a conversational specialized AI agent that helps employees automate calendar management and coordinate meetings. Use this agent to schedule events, send meeting invitations, update attendee lists, and manage calendar coordination tasks. This agent streamlines meeting logistics and event scheduling.") | | Track or expedite IT approvals | IT Approval | [AI Agent for IT Approval Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_itapprovalassistance.htm&release=264.0.0&type=5 "IT Approval Assistance is a conversational specialized AI agent that helps employees review and process IT approval requests. Use this agent to view pending approvals, access request summaries, and approve or reject requests directly through conversational interaction. This agent streamlines the approval workflow.") | | Ask about IT policies and procedures | IT Policy Guidance | [AI Agent for IT Policy Guidance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_itpolicyassistance.htm&release=264.0.0&type=5 "IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance.") | | Search or create knowledge articles | Knowledge | [AI Agent for Knowledge Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_knowledgeassistance.htm&release=264.0.0&type=5 "Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles.") | | Check or update IT tickets | Ticket Management | [AI Agent for IT Ticket Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_ticketmanagementassistance.htm&release=264.0.0&type=5 "Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle.") | ## Specialized Agents: Facilities and Workspace These agents handle physical workspace, building access, and guest management. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Request facilities or building maintenance | Facilities | [AI Agent for Facilities Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_facilitiesassistance.htm&release=264.0.0&type=5 "Facilities Assistance is a conversational specialized AI agent that helps employees manage building and workplace environment requests. Use this agent to address climate control issues, request cleaning services, report physical maintenance needs, and handle office environment concerns. This agent focuses on non-IT facility operations.") | | Set up guest check-in or visitor access | Guest Check-in | [AI Agent for Guest Check-in Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_guestcheckinassistance.htm&release=264.0.0&type=5 "Guest Check-in Assistance is a conversational specialized AI agent that helps employees manage visitor registrations and guest access. Use this agent to register upcoming visitors, request access approvals, provide visitor Wi-Fi credentials, and answer guest policy questions. This agent facilitates secure and efficient guest management.") | ## Specialized Agents: People and Access These agents manage employee onboarding, offboarding, and vendor access. | I want to... | Specialized Agent | Link | | --- | --- | --- | | Process employee offboarding (access revocation, device return) | Offboarding | [AI Agent for Offboarding Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_offboardingassistance.htm&release=264.0.0&type=5 "Offboarding Assistance is a conversational specialized AI agent that helps managers initiate employee offboarding processes. Use this agent to create offboarding requests for departing employees and capture administrative details to trigger the offboarding workflow. This agent handles the primary intake for employee departures.") | | Process employee onboarding (accounts, access, equipment) | Onboarding | [AI Agent for Onboarding Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_onboardingassistance.htm&release=264.0.0&type=5 "Onboarding Assistance is a conversational specialized AI agent that helps managers initiate employee onboarding processes. Use this agent to create onboarding requests for new hires and capture preliminary data to begin the onboarding workflow. This agent handles the primary intake for new employees.") | | Manage vendor or contractor IT access | Vendor Employee | [AI Agent for Vendor Employee Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_vendoremployeeassistance.htm&release=264.0.0&type=5 "Vendor Employee Assistance is a conversational specialized AI agent that helps employees manage external partner and contractor access. Use this agent to provision temporary accounts for vendors, enforce time-bound access durations, revoke contractor credentials, and ensure security compliance for third-party access. This agent manages the external partner lifecycle.") | ## For IT Desk IT fulfillers use AI actions to accelerate incident resolution, root-cause analysis, change evaluation, and stakeholder communication. See [Agentforce for IT Fulfillers](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_parent.htm&release=264.0.0&type=5 "IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits."). | I want to... | Agent / Feature | Link | | --- | --- | --- | | Summarize, triage, or resolve incidents | Fulfiller: Incident Management | [Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_incmgmnt.htm&release=264.0.0&type=5 "Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle.") | | Identify root causes and create problem records | Fulfiller: Problem Management | [Problem Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_prblmmgmnt.htm&release=264.0.0&type=5 "Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle.") | | Evaluate, approve, or manage change requests | Fulfiller: Change Management | [Change Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_chngreqmgmnt.htm&release=264.0.0&type=5 "Agentforce automatically populates key fields such as change type, business justification, impact analysis, and risk level. This automation streamlines scheduling, reduces manual effort, and improves the change request management process.") | | Plan and track release deployments | Fulfiller: Release Management | [Release Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_rleasmgmnt.htm&release=264.0.0&type=5 "Release managers use Agentforce to summarize releases and gain context throughout the lifecycle.") | | Manage fulfiller calendars and schedules | Fulfiller: Calendar Management | [Calendar Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfiller_calendr_mngmnt.htm&release=264.0.0&type=5 "IT service desk members can schedule meetings, coordinate calendars, and manage event invitations by using Agentforce in their preferred channel. Streamline meeting coordination by creating events based on attendee availability, adding or removing participants, and handling the complete invitation process to reduce scheduling time and conflicts.") | | Manage configuration items and dependencies | CMDB Management | [CMDB Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfiller_cmdbmgmnt.htm&release=264.0.0&type=5 "Maintain accurate and up-to-date configuration data by using configuration item actions. CMDB managers, CI owners, and IT fulfillers can use Agentforce actions to search, view, update, and delete configuration items.") | | Automatically classify and route incidents | Automated Incident Triage | [Automated Incident Triage](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_use_inctriage.htm&release=264.0.0&type=5 "Agentforce automatically triages new incidents by verifying information completeness, detecting duplicates, and notifying employees about active major incidents.") | <!-- document id=9509c3bd878618154f26147569bc2524f396adc453bd9b6b7d268a591bd22c3f url=/admin/current/en-us/service/264-0-0/case_interaction_using_articles.md --> # Find, Attach, and Email Articles with the Case Feed Articles Tool Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40120e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40120e57 ">To use articles in Case Feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40120e57 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Read on at least one article type</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Before you can use the articles tool, your administrator needs to set up and configure Salesforce Knowledge. ![Case Feed articles tool](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_articles_tool.png) - Click ![Articles tool open icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_articles_expand.png) to open the articles tool. - By default, the tool shows articles with keywords or phrases similar to the subject and description of the case you're working with. If you don't see the article you want, type new terms in the search box and click **Search Again**, or click **Advanced Article Search** for more options. - Click the title of an article to open it in a new window if you want to see more information about it than just the title and the summary. - When you find the article you want, choose what you want to do with it: - Select Email to customer to attach the article to a message as a PDF. - Select Attach to case to include the article as a case attachment. <!-- document id=c978061f3bc39d29040e1fbf625ad9005b97d76a5d6aeb9a08c41f7ff0e4270f url=/admin/current/en-us/service/264-0-0/wfs_policies_tuning.md --> # Fine-Tune a Workforce Scheduling Policy In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3614e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3614e67 ">To create, edit, or clone scheduling policies:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3614e67 ">Workforce Scheduling Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3614e67 ">To run global optimization to test a policy:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3614e67 ">Workforce Scheduling Dispatcher</td> </tr> </tbody> </table> Tune a scheduling policy against production-like data so you know a change improves the schedule before you apply it broadly. These steps are a starting point. They outline a general framework for fine-tuning your scheduling policy weights through an iterative process: simulate, collect data, analyze, and refine. You can modify and expand these steps to meet your specific requirements. ## Prepare a Sandbox 1. Collect production-like data in a sandbox to use for simulation testing. Preferably perform a refresh from production into a full sandbox. 2. Confirm Workforce Scheduling is enabled and the policy you want to tune is present. ## Establish a Baseline Run the current policy first so you have something to compare against. 1. Select two or three service territories to perform simulation testing on. Preferably choose diverse territories so you can test on a dataset that is representative of all your Salesforce data. 2. Select a future date range start time to perform testing, depending on how long you expect testing to take. It’s better to select a date range in the future so the passing of the current time doesn’t affect the optimization window. For example, if today is January 1, 2026, and you expect the tuning exercise to take 3 days, select a date range for optimization to start no later than January 5, 2026. This way the current date doesn’t overlap with your optimization date range and interfere with results. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note For a more realistic test dataset, update the dates within the dataset based on the amount of test data available for the selected date range. 3. The optimization horizon date range must match what you intend to configure in production. For example, if you are testing the global optimization that has a horizon of 3 days, the optimization horizon for the testing is January 5, 2026 to January 7, 2026. 4. Create a copy of the scheduling policy that you’re testing for fine-tuning and rename it to show that it’s the baseline scheduling policy. For example, ABC\_Baseline. 5. Unschedule all the appointments in the testing data domain so that you start the tests, even the baseline, from a clear Gantt for accurate comparisons. 6. Run global optimization with the current policy. 7. Record the metrics: runtime, appointments scheduled, resource utilization, average travel time per appointment, overtime utilization, and any other KPI that matters to your business. Look at the routes and take screenshots of the Gantt. If possible, save the schedule by exporting the service appointment schedule times and Assigned Resource records for analysis. 8. Repeat the runs using various scheduling policies until you achieve the optimal results for your business. ## Test the Tuned Policy 1. Copy the scheduling policy and rename it to show the test number and what you are planning to change in this policy. 2. Change one variable at a time. Adjust one objective’s weight, add one work rule, or swap one objective. We recommend you change only one variable at a time, and test how it affects the results. Otherwise, it can be difficult to determine which change impacted the results. Keep in mind that weights are relative to the other objectives in the same policy — a higher weight tells the scheduling engine to prioritize that objective more. What matters is the ratio, not the number. 3. Run global optimization with the copy on the same territories and date range. 4. Compare the KPIs to your baseline. Look for improvement in the metric you targeted without regression in the others. 5. Iterate. Repeat the change-and-measure loop until the KPIs stabilize. ## Roll Out to Production 1. Apply the tuned policy to one production service territory first. Choose a territory whose behavior you understand well. 2. Monitor the KPIs for two or three days of scheduling activity. 3. Compare production results to the sandbox baseline and to that territory’s prior performance. 4. Extend the policy to remaining territories after the first territory looks healthy. Small weight changes often produce visible schedule shifts because service objectives interact. Expect a few iterations before schedule quality stabilizes. Save each run’s output before you start the next iteration so you can trace which change moved which KPI. If a change makes things worse, revert to the prior version of the policy and try a smaller change. Large weight swings can overcorrect and hide a smaller adjustment that would have worked better. When you’re happy with the results, you can use your newly tuned scheduling policy in your production environment. We recommend you test the new policy with a few service territories first and get feedback from users before you roll it out to all service territories. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Guidelines for Creating a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_guidelines.htm&release=264.0.0&type=5 "A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning.") <!-- document id=529eaf11b631d34701e72e83e1fb380bf6f8728680364ec5da835fbcb0935d4c url=/admin/current/en-us/service/264-0-0/pfs_scheduling_policy_tuning.md --> # Fine-Tune the Scheduling Policy In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d171804e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d171804e63 ">To enable Enhanced Scheduling and Optimization:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d171804e63 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ These steps are a starting point. They outline a general framework for fine-tuning your scheduling policy weights through an iterative process: simulate, collect data, analyze, and refine. You can modify and expand these steps to meet your specific requirements. 1. Collect production-like data in a sandbox to use for simulation testing. Preferably perform a refresh from production into a full sandbox. 2. Select two or three service territories to perform simulation testing on. Preferably choose diverse territories so you can test on a dataset that is representative of all your Salesforce data. 3. Select a future date range start time to perform testing, depending on how long you expect testing to take. It’s better to select a date range in the future so the passing of the current time doesn’t affect the optimization window. For example, if today is January 1, 2024, and you expect the tuning exercise to take 3 days, select a date range for optimization to start no later than January 5, 2024. This way the current date doesn’t overlap with your optimization date range and interfere with results. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For a more realistic test dataset, update the dates within the dataset based on the amount of test data available for the selected date range. 4. The optimization horizon date range must match what you intend to configure in production. For example, if you are testing the global optimizer that has a horizon of 3 days, the optimization horizon for the testing is January 5, 2024 to January 7, 2024. 5. Create a copy of the scheduling policy that you’re testing for fine-tuning and rename it to show that it’s the baseline scheduling policy. For example, ABC\_Baseline. 6. Set up Optimization Insights, or, if you’re using Enhanced Scheduling and Optimization, set up the Optimization Hub. 7. Unschedule all the appointments in the testing data domain. 8. Run Global Optimization on the selected service territories for the time horizon that you selected. It's easier to use the OAAS API to run the test because it gives you the flexibility to choose future dates. When you’re using Enhanced Scheduling and Optimization, you can control the time range directly from the scheduled job page. 9. Measure the results. - Measure runtime. - Collect results using [Optimization Insights](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_insights.htm&type=5&language=en_US) or the [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US) to determine how many appointments were scheduled, utilization, travel time, and more metrics, according to your specific business KPIs. - Take screenshots of the Gantt. - If possible, save the schedule by exporting the service appointment schedule times and Assigned Resource records for analysis. 10. Run the same test one or two more times and average out the result. The result acts as the baseline metric to compare against. 11. Review the Gantt and the metrics and identify areas where you want to improve and which KPIs to focus on. Consider the types of service territories you chose and analyze the differences in results among the territories. 12. Copy the scheduling policy and rename it to show the test number and what you are planning to change in this policy. 13. Update the service objective weights to impact the KPI that you want to see an improvement on. We recommend you change only one variable at a time, and test how it affects the results. Otherwise, it can be difficult to determine which change impacted the results. Keep in mind that objective weights are relative to each other. 14. Repeat the process from step 8. 15. Continue the simulation tests until you see no significant improvements from further tuning of the scheduling policy. When you’re happy with the results, you can use your newly tuned scheduling policy in your production environment. We recommend you test the new policy with a few service territories first and get feedback from users before you roll it out to all service territories. #### See Also - [OAAS Class](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_OAAS.htm#apex_FSL_OAAS_optimize) - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) - [Optimization Horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) - [Gain Visibility into Optimizations with Field Service Optimization Insights](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_insights.htm&type=5&language=en_US) - [Explore Metrics in Field Service Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US) <!-- document id=f583440b2cf1d655d707d413e5eed40aad6d14b41bb2874e87343a1415f162e4 url=/admin/current/en-us/service/264-0-0/bots_service_whats_a_bot.md --> # First, What’s a Bot? Technically speaking, a chatbot, or bot, is “a computer program that conducts a conversation via auditory or textual methods.” ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Thanks, Wikipedia...but bots are so much more: - Bots are your allies in the race to resolve support cases fast. They can even prevent them from being opened in the first place! - Bots reduce chat duration by helping customers self-direct immediately, and resolving common issues without waiting to “get in the queue.” - Bots save your service reps time (and thus, your company money), allowing reps to devote more time to complex problem-solving and consequential customer interactions. - Most importantly, bots can be trained to understand human language—and respond intelligently—through Natural-Language Processing (NLP). Bots aren’t humans. They can’t replace humans. But they can complement the support-chat experience, giving customers a friendly greeting and direct ways to get what they need—fast! What makes Einstein Bots so smart? Two significant things: - [Salesforce Einstein](https://trailhead.salesforce.com/en/modules/get_smart_einstein_feat/units/get_smart_einstein_feat_basics) and - The power of—and your data in—Salesforce! ![Friendly bot image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_bot.png) - **[Can My Bots Sound like My Company?](https://help.salesforce.com/s/articleView?id=service.bots_service_company_voice.htm&release=264.0.0&type=5)** Every company has a “voice.” Banks and investment companies sound different from toy companies, which sound different from cosmetic companies...you get the idea. - **[What Help Do I Need to Get Botting?](https://help.salesforce.com/s/articleView?id=service.bots_service_help.htm&release=264.0.0&type=5)** Bot success starts with building the right team and creating a realistic plan for your company. - **[Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5)** Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance. - **[Einstein Bots Requirements](https://help.salesforce.com/s/articleView?id=service.bots_service_requirements.htm&release=264.0.0&type=5)** Before we can have fun with Einstein Bots, we have to finish a few chores. - **[Einstein Bots System Limitations](https://help.salesforce.com/s/articleView?id=service.bots_service_limitations.htm&release=264.0.0&type=5)** To build better bots, it helps to understand the maximum number of dialogs that can be attached, steps to implement, or the maximum number of versions per bot. - **[Einstein Bots and Your Data](https://help.salesforce.com/s/articleView?id=service.bots_service_data.htm&release=264.0.0&type=5)** Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot. - **[Understanding Bot Permissions](https://help.salesforce.com/s/articleView?id=service.bots_service_permissions.htm&release=264.0.0&type=5)** Enable your team to collaborate building Einstein Bots and intent models. Manage Bots and Manage Bots Training Data permissions allow users to access different parts of the bot depending on their needs. - **[Learn About Einstein Bots Compliance](https://help.salesforce.com/s/articleView?id=service.bots_service_compliance.htm&release=264.0.0&type=5)** Bots are compliant with The Health Insurance Portability and Accountability Act (HIPAA), so customers in the healthcare industry can have secure conversations over Chat. Bots now exceed data confidentiality and privacy standards set by the Service Organization Controls reports (SOC 2), and they’re compliant with International Organization for Standardization (ISO) standards. Learn about how the bot infrastructure creates a secure environment with established processes and controls built around security, availability, and confidentiality of customer data. - **[Reduce Bias in Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_bias.htm&release=264.0.0&type=5)** Reduce the amount of bias in your Einstein bot by revising your bot script and intent model. Use accessibility best practices and design by channel to create a great bot experience every time. <!-- document id=d9a15344562599423e4f2e47cf670e14c79ba31e3b590c55dba9c11f251a4aba url=/admin/current/en-us/service/264-0-0/pfs_fix_overlaps.md --> # Fix Field Service Scheduling Overlaps Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93607e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93607e70 ">To fix overlaps from the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93607e70 ">Fix Overlaps</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ If a service appointment overlaps with other appointments or absences, you can use several features to fix the overlaps. See [Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US). ## Fix Overlaps Manually from the Classic Dispatch Console Fix overlaps from the Classic Dispatch Console by clicking **Fix Overlaps** in the menu beside the service resource’s name in the Gantt. ## Fix Overlaps Automatically 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Scheduling** | **Dynamic Gantt**. 2. Under **Fix Overlaps**, enable **Automatically fix overlaps when an appointment overlaps with another appointment or absence**. ## Considerations - Fix Overlaps respects the original order of scheduled appointments. The earliest appointment remains the earliest and the last remains last. - Fix Overlaps reschedules appointments only within the given day. If the operation progresses to use the Reshuffle action, appointments can be rescheduled to another day. - Fix Overlaps considers only service appointments in the **Scheduled** or **Dispatched** Status Category, except for the service appointment that you move causing the overlap, which can have any status. - Fix Overlaps doesn't run on past service appointments. - Fix Overlaps isn’t supported for capacity-based resources. - When Fix Overlaps unschedules and reschedules service appointments from the Gantt, it ignores the settings in the service appointment lifecycle. - When a service appointment is scheduled by Fix Overlaps, the appointment’s Schedule Mode is set to **Automatic**. - Automated Scheduling (scheduling recipes) gives an optimized solution for Fix Overlaps scenarios. It allows you to run Resource Schedule Optimization for the day of overlap and fill in new appointments when appointments finish sooner than planned. - Fix Overlaps doesn't reschedule or unschedule service appointments in pinned statuses (as configured for scheduling) or service appointments marked as pinned. If all of the overlapping service appointments have a pinned status, or their Pinned field is selected, then Fix Overlaps isn't triggered. - **[Customize Fix Overlap Scheduling Settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&release=264.0.0&type=5)** Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found. #### See Also - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5 "Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.") - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5 "Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.") - [Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&release=264.0.0&type=5 "To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods.") - [Customize Fix Overlap Scheduling Settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&release=264.0.0&type=5 "Customize how overlaps are fixed automatically in the Gantt. You can define how rescheduled appointments are assigned and the order in which to reschedule unscheduled appointments. You can also define what steps to take if a valid schedule isn’t found.") <!-- document id=79b6b22c39e856c1abfb8a9d337ae46577cce4290223d9a1232c492824d487d7 url=/admin/current/en-us/service/264-0-0/pfs_enhanced_fix_schedule_overlaps_flow.md --> # Fix Overlaps with an Automated Scheduling Flow Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d108297e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d108297e73 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108297e73 ">Manage Flow</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ If an appointment is taking longer than expected, the rest of the day is at risk. The Fix Schedule Overlaps flow uses resource schedule optimization, such that only the affected service resource’s schedule is optimized. The optimization minimizes any changes to the schedule by leaving as many scheduled appointments as is. This flow, available when you’re using Enhanced Scheduling and Optimization, replaces the Late-End Overlap scheduling recipes scenario. 1. In the Field Service Admin app, go to Field Service Settings. 2. Select **Scheduling** and then in the General Logic tab select **Enable the Fix Schedule Overlaps flow** . 3. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 4. Open the Fix Schedule Overlaps flow template. 5. To create your own version of the flow based on the template (recommended), click **Save As** and add the required details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you create a flow by using the Fix Schedule Overlaps template, make sure you use a flow name that’s different from the original flow name. 6. The flow is triggered only for in-day of service changes to address last-minute issues to an individual service resource’s schedule due to late ending appointments that overlap the following appointment. The minimum overlap for the flow to apply is 10 minutes. Use the flow as is, or modify it according to your needs. The flow template includes components. - Check if Overlap is Today component—Call an action that checks whether the overlap occurred today in the service resource’s timezone. An overlap occurs due to unexpected changes in the schedule on the day of service. - Is Overlap Today component—Determine whether the overlap occurred today according to the Check if Overlap is Today result. If the overlap is today then continue with the flow. - Is Late End component—Determine whether the status of the service appointment that triggered the overlap is In Progress, Completed, or Cannot Complete resulting in a late end. If the service appointment ended late or is expected to end late then continue with the flow. - Is Overlap Long component—Determine whether the schedule overlap is considered long. If the schedule overlap is 10 minutes or longer then continue with the flow. You can adjust the minimum overlap length. - Get Scheduling Policy component—Filter the scheduling policy records to get the Customer First scheduling policy used when running the Fix Schedule Overlaps action. You can select a different scheduling policy according to your use case. - Fix Schedule Overlaps component—Fix the schedule when an overlap occurs because a service appointment ended late or is expected to end late. To keep the schedule as close as possible to the original schedule, the Fix Schedule Overlaps flow only considers service appointments that are scheduled to the resource for the day that the overlap occurs. 7. Save the flow. 8. If you created a flow by using the Fix Schedule Overlaps flow template, make sure you change the Fix Schedule Overlaps flow API name field value to the new flow's API name. To control user permissions to run flows, see [How Does Flow Security Work?](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Several [fix overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) features are available in Field Service. ## Considerations for the Fix Schedule Overlaps Flow Before you start using the Fix Schedule Overlaps flow, make sure you review some considerations. - The Fix Schedule Overlaps action triggers resource scheduling optimization. During this optimization, the engine optimizes service appointments that are schedulable (not in a pinned status). In Field Service Settings, in the Logic tab under Optimization, we recommend leaving the Dispatched status deselected for In-Day and Resource Schedule Optimization, so that dispatched work can be moved if a previous job runs late. During resource schedule optimization, service appointments aren’t moved if the Dispatched status is selected. - The Fix Schedule Overlaps action can trigger multiple resource scheduling optimization requests. For example, a service appointment status change (if a status category is added to the Late End component) triggers an optimization request, and a service appointment overlap with another appointment triggers another optimization request. - Appointments dropped due to fix overlaps aren’t marked as In Jeopardy. - An overlap is recognized when one appointment overlaps another for a minimum duration, as defined in the Fix Schedule Overlaps flow. Overlaps during travel time don’t trigger the flow. - If a service appointment ends late and creates an overlap with the next service appointment whose start time is now in the past, the Fix Schedule Overlaps flow runs, but schedule overlaps aren’t fixed. - An autolaunched flow type doesn’t require activation. The Enable the Fix Schedule Overlaps flow setting in Field Service Settings is used to activate the Fix Schedule Overlaps flow. This setting is disabled by default. #### See Also - [Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) <!-- document id=0f5b09ad65f961813a157719315098cb1f2fc3ec2a7501976abe5b5b4ea5cc82 url=/admin/current/en-us/service/264-0-0/knowledge_setup_flow_approvals.md --> # Flow Approvals for Lightning Knowledge Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d162363e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d162363e56 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d162363e56 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d162363e56 ">To open, edit, or create an autolaunched approval orchestration in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d162363e56 ">Manage Flow, Run Flow, and “Read” access to the Approval Submission object</td> </tr> </tbody> </table> An approval process automates how records are approved in Salesforce. An approval process specifies each step of approval, including from whom to request approval. Typically, an approval process for Knowledge articles includes specifying who reviews a new or updated article before it’s published. Unlike traditional Salesforce approval processes, with Flow Builder and orchestrations, you can create complex business logic processes that work with many users and systems. For example, you can create article approval processes that fetch a variety of data from user or article records. Based on that data, you decide what happens next or who approves the article. When an orchestration runs an interactive step, the designated user receives an email with a link to their assigned action. The assigned user clicks the link to go to the record where they complete their action in the Work Guide. Admins add the Flow Orchestration Work Guide and Approval Trace Lightning App Builder components to Knowledge page layouts. This makes it easy for approvers to keep track of where articles are in an approval process. Approvers can also use the Approvals app on the App Picker to review their work items or history. Additionally, they can create and run Lightning reports to see which approvals are in progress, how long it takes for approvals to be completed, and who is approving the most articles. Depending on your business needs, there are many ways in which you can use Flow Builder and orchestrations to create article approval processes. But generally, you: - [Build an Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_build.htm&language=en_US&type=5): Use Flow Orchestration to build sophisticated business processes by combining and coordinating flows. - [Use Decision Elements in an Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_build_logic_conditions.htm&language=en_US&type=5): Control when an orchestration takes a specific decision outcome. - [Define Requirements for Stages and Steps in an Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_build_requirements.htm&language=en_US&type=5): Use requirements to resume an orchestration when a record changes. Define up to three requirements to determine when a step is ready to start or when to mark an interactive step or stage complete. - [Assign an Interactive Step in an Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_build_assign_interactive_step.htm&language=en_US&type=5): When you create an interactive step, you assign it to a user, group, or queue. A user can be an internal user. Groups or queues can include internal users. You can also assign an interactive step to a resource that contains a username, group API name, or queue API name when the orchestration runs. When the active screen flow associated with the interactive step runs, an assigned user completes the flow on the related context record. After you build an orchestration, activate it, and then test it to make sure that it’s working as you expect. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important For an active approval orchestration to work with Knowledge, you must select it in Knowledge Settings’s approval settings in Setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Users can't submit an orchestration flow on a locked record because the Flow API doesn't allow it. - **[Sample Flow Approval Process for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_flow_approvals_example.htm&release=264.0.0&type=5)** To help you get started creating your own Flow approval process for articles, here’s an example. #### See Also - [_Salesforce Help_: Automate Complex Processes with Orchestrations](https://help.salesforce.com/s/articleView?id=platform.orchestrator_flow_orchestrator.htm&type=5&language=en_US) - [_Salesforce Help_: Flow Builder for Flow Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_flow_builder.htm&type=5&language=en_US) - [_Salesforce Help_: Testing Your Flow](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_testing.htm&type=5&language=en_US) <!-- document id=5c0a1acdb2bffcea16f7bbc9be412b6517d76ef575dbc922a413f13dbf257433 url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_list_component.md --> # Flow Builder for Service and the Actions & Recommendations Component Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip Check out how to put the Actions & Recommendations component to work for your agents. The [Flow Builder for Service](https://trailhead.salesforce.com/en/content/learn/modules/service_lightning_flow_for_service) Trailhead module can help you get started. In the component, you can show these actions. - Active screen flows, field service mobile flows, and autolaunched flows ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note An autolaunched flow is a type of flow that doesn’t require user input. - Quick actions available in the record page layout - Recommendations that result from applying a Next Best Action strategy ![Clicking a step from the list launches a flow or quick action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_engagement_service_runtime.png) When an agent selects a screen flow, for example, it starts in a subtab for a console app or in a popup window for a standard navigation app. When you confirm the start an autolaunched flow, it runs in the background. Quick actions open in a popup window. - **[Create an Actions & Recommendations Deployment](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_deployment.htm&release=264.0.0&type=5)** Capture component settings in a deployment that you define in Setup. Specify which type of content to display, such as flows and quick actions, or Next Best Action recommendations. Create default lists of actions for each channel, and select which actions users can start from the list as needed. If you include recommendations, configure strategies and display settings. - **[Select a Deployment in the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_use_deployment.htm&release=264.0.0&type=5)** Add the component to your Lightning pages, and select a deployment. - **[Use the List in the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_using_list.htm&release=264.0.0&type=5)** Learn how the Actions & Recommendations component can walk you through multiple-step procedures. The list of items helps you complete work quickly and consistently with less guesswork. #### See Also - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [_Lightning Flow for Service Developer Guide_ (English only)](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/salesforce_guided_engagement.htm) <!-- document id=c9224d41b05eb9ce458e3a0bfc7ccdd33bd2c0a763617a4a563f8e823dd17db0 url=/admin/current/en-us/service/264-0-0/wfs_df_data_capture_question_types.md --> # Flow Question Types for Data Capture Data Capture forms support specific question data types. The data type that you select when you create an assessment question maps to a standard flow screen component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in orgs where Field Service and Discovery Framework are enabled.</td></tr></tbody></table> This table lists the supported question data types and shows how each data type maps to a flow screen component. | Question data type | Flow screen component | Description | | --- | --- | --- | | Checkbox | Checkbox | Select true or false. | | Date | Date | Select a date. | | DateTime | Date & Time | Select a date and time. | | Decimal | Number | Enter a number that contains a decimal point. | | File | File Upload | Upload and attach files to records. | | Integer | Number | Enter a number. | | Multi-select | Checkbox Group | Select more than one picklist value from a list that you define. | | Radio | Radio Buttons | Select one from a limited number of options. | | Select | Radio Buttons | Select a single picklist value from a list that you define. | | Text | Short Text | One-line text input field. Enter any combination of letters, numbers, or symbols, up to 255 characters. | | Text Area | Long Text | Multiline text input field. Enter any combination of letters, numbers, or symbols, up to 1000 characters that appear on separate lines. | <!-- document id=0a7ea5d819435642d75344baf13eec0a0c7a6d9c18e3602db2605be23ad2714d url=/admin/current/en-us/service/264-0-0/miaw_recipes.md --> # Flow Recipes for Enhanced Chat Design Omni-Channel Flows to accomplish your Enhanced Chat use case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_recipes__d775e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_recipes__d775e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Create Customer Flows for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_field_example.htm&release=264.0.0&type=5)** Enhanced Chat offers a powerful method to gather pre-chat details from your customer before the service rep connects. Standard Pre-Chat form fields you select, such as first name and last name, and new custom fields like account numbers, drive the experience. Here’s an example of how to create your first customer flow for efficient conversations. - **[Persist Pre-Chat Inputs Across Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.miaw_handle_sessions.htm&release=264.0.0&type=5)** An Enhanced Chat session ends when the service rep selects End Chat. If a customer continues to send messages, a new session is created. The conversation continues seamlessly from the customer’s perspective, but the rep loses access to the original pre-chat data. These instructions let service reps access pre-chat data across sessions. It’s not necessary to set up access to pre-chat data if you’re already using User Verification to persist messaging history. <!-- document id=66dc1afcece2b82a9b6ab5c1a1e66105d4b04261630cdf1030e1a97d2f2e1f0e url=/admin/current/en-us/service/264-0-0/incident_mgmt_flows.md --> # Flows for Customer Service Incident Management Use flows to automate your Customer Service Incident Management process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Customer Service Incident Management Sample Flows](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sample_flows.htm&release=264.0.0&type=5)** Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process. - **[Considerations for Customer Service Incident Management Flows](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_flow_considerations.htm&release=264.0.0&type=5)** As you use Customer Service Incident Management sample flows, keep in mind these considerations. - **[Set Up Customer Service Incident Management Flows](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_flows.htm&release=264.0.0&type=5)** To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request & Related Issues, complete the setup. <!-- document id=b66281c0212169f26c24d5c8d8f638f183bf6cb603499da42453632201e8519a url=/admin/current/en-us/service/264-0-0/voice_amazon_faqs.md --> # Frequently Asked Billing Questions for Salesforce Voice with Amazon Connect To learn more about billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), review these frequently asked questions. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## When can I expect my invoice? For IVR utterances and Service Cloud Voice minutes, you receive an invoice only if you exceed your annual purchased allowance. You receive a monthly statement about Voice minutes and IVR utterances consumption through email. ![ivr utterances report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ivr_report.png) If your consumption exceeds your contractual Voice minutes or IVR utterances, you receive an overage invoice through an email. ![overage invoice](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ivr_overages.png) For telephony minutes, we tabulate usage charges monthly in arrears and send invoices within the first 5-10 days of the following month. The invoice specifies any applicable taxes and government fees. ![telephony minutes](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_telephony_minutes.png) ## How can I pay my invoice? For telephony minute invoices, you can pay with a wire transfer or check only. For Salesforce Voice minutes or IVR utterance invoices, you can pay with any payment method. ## When will I receive the invoice for the balance of the month if my telephony invoice is for a partial month? During any month in which your telephony service is partially covered by two agreements, the service dates in the invoice show for the service period up until the end date of the first (expiring) agreement only, but the charges are for the full month. You might have two agreements in the same month if one contract is expiring and a second contract covers the balance of the month, which happens with renewals and extensions. ## Do telephony minutes invoices apply to courtesy contracts? Yes, telephony minutes are billed monthly in arrears for all customers, regardless of whether the contract is a courtesy or not. ## What are these additional taxes and regulatory fees on my invoice? Starting March 1, 2025, the bill for US-based customers may include emergency calling (911/988) fees for Amazon Connect, billed monthly in arrears. Emergency calling fee calculations vary by jurisdiction. Most areas base fees on outbound-enabled claimed phone numbers (lines), while some charge for all claimed phone numbers. Fees are generally charged for each phone number. For implementations with hundreds or thousands of claimed numbers, these fees can add up. Assessment of emergency calling fees are in line with state, county, and city regulations. For US customers, fees for emergency calling are determined by the Salesforce billing address associated with your AWS account by default. We recommend that US customers [update their AWS subaccount billing address to use their company address](https://help.salesforce.com/s/articleView?id=005108661&type=1&language=en_US). For customers outside the US, make sure your [tax registration is accurate](https://help.salesforce.com/s/articleView?id=service.voice_setup_confirm_tax_registration.htm&release=264.0.0&type=5 "After your Amazon Web Services subaccount is created, confirm your company’s tax registration number for the subaccount.") so that you are invoiced appropriately. To learn more about these and other telecommunications taxes and fees, see this AWS guide: [Telecommunication Services](https://aws.amazon.com/tax-help/telecommunications-services/). ## How do I view a breakdown of the invoices I have received? Use our reports to get a detailed breakdown of your invoices. [Salesforce Voice Minutes Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&language=en_US&type=5#voice_amazon_scv_minutes_report): The report provides details about the historical consumption patterns of your Voice minutes. [Service Cloud IVR Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&language=en_US&type=5#voice_amazon_scv_ivr_report): The report provides details about your IVR utterances consumption. [Salesforce Voice Usage and Cost Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&language=en_US&type=5#voice_amazon_telephony_minutes_report): The report provides details about your telephony minutes consumption. You can also export this report to CSV for an in-depth analysis. ## Why have my telephony charges increased this time even though my call volumes and contact centers have remained almost the same? Even if your call volumes and contact centers have remained consistent, telephony charges can vary from month to month due to several factors such as variations in international calls versus domestic calls, inbound or outbound call volume variances, and phone number type changes such as migrating from a DID (Direct Inward Dialing) number to a toll-free number. See [Best Practices for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_call_best_practices.htm&type=5&language=en_US) for more information about how these factors affect your telephony charges. For in-depth information about your telephony minutes invoice, see the Voice Usage and Cost Report available in [Salesforce Reports for Amazon Connect Usage and Billing](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&type=5&language=en_US). ## I opted into Amazon Connect Customer for the AI features. How does this affect my billing? When you enable Amazon Connect Customer, your telephony usage for that Amazon Connect instance is billed at 2.1× the standard base rate. These charges reflect the additional AI capabilities provided by Amazon Web Services and are applied to your Salesforce platform minutes consumption. Your total platform minutes are calculated using this formula: Total Platform Minutes = Standard Minutes + (AI Minutes × 2.1) For example, if you use 300 minutes in a month with Connect Customer turned on the entire time, you consume 630 platform minutes (300 × 2.1 = 630). If you turn Connect Customer on and off during the month, only the minutes from the period it is turned on are multiplied by 2.1. Here's an example. - Standard contact center minutes (Connect Customer turned off for the first 10 days): 100 minutes - AI contact center minutes (Connect Customer turned on for the last 20 days): 200 minutes - Calculation: 100 + (200 × 2.1) = 100 + 420 = 520 platform minutes - You consume 520 Salesforce platform minutes total, even though only 300 actual minutes were used. For more information about Amazon Connect Customer, see [Connect Customer Overview](https://help.salesforce.com/s/articleView?id=service.voice_connect_customer_overview.htm&release=264.0.0&type=5 "Amazon Connect Customer is an Amazon Web Services (AWS) offering that brings AI capabilities to your Salesforce Voice with Amazon Connect experience."). ## What are these extra services showing up in my Voice Cost and Usage report? Depending on your usage and any additional services SKU you have purchased, extra AWS services are listed in your report and in your monthly invoice. You are charged for these services only if they have a corresponding non-zero value in the charge column. ## Why am I being billed for overages? If your cumulative contractual [Salesforce Voice minutes or IVR (Interactive Voice Response) utterances](https://help.salesforce.com/s/articleView?id=service.voice_amazon_how_billing_works.htm&type=5&language=en_US) exceed at any point in time, that is, you use more Voice minutes or IVR interactions than what is included in your plan, you are billed for overages. To avoid overages in the future, use the [Salesforce Voice Minutes Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&language=en_US&type=5#voice_amazon_scv_minutes_report) to monitor your monthly invoice and keep track of the remaining Salesforce Voice minutes. ## That’s fine, but I do not want to wait till the end of the month to view my utilized Salesforce Voice minutes report. What can I do? Use the [Salesforce Voice Minutes Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&type=5&language=en_US), which provides consumption data dating back 2 days. You can combine this information with your monthly Voice minutes for a better understanding of your utilization. ## I still think I am being overcharged. What is wrong? Your charges and consumption are aggregated across your Salesforce orgs in which you created contact centers, both production and sandbox orgs. Check whether any other orgs and contact centers are showing data related to Voice minutes or telephony minutes that can be leading to higher invoices for you. Review your configuration to make sure that you have configured the entities correctly, because incorrectly configured entities, although not used in calls, can result in charges. Incorrectly configured queues and callbacks can contribute to your voice minutes consumption. For example, incorrectly configured queue wait times and callbacks can contribute to outliers such as high queue wait times. For more information about Amazon Connect metrics, see the [list of metrics](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html). If you still believe you are being overcharged, contact Salesforce Customer Support for more information. <!-- document id=f6a8f925f1823068d88c5a53cd72aae265ad921db5c8abd39bda9d03908a8c6e url=/admin/current/en-us/service/264-0-0/fwm_limits.md --> # Frontline Workforce Management Limits and Considerations Before setting up Frontline Workforce Management, review these limits and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e64">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e67">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e64 ">Maximum number of service resources per user</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e67 ">1 per service resource type </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e64 ">Maximum number of service resource preferences</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e67 ">1 per service resource</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e64 "> <p>Maximum number of records for these objects:</p> <p style="margin-bottom:0;">Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e67 ">Platform behavior; 2000 records can be viewed without searching</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e64 ">Maximum number of time slots, service territory members, or time sheet entries</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e67 ">Platform behavior</td> </tr> </tbody> </table> ## Workloads and Forecasting Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e133">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e136">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum number of queues or skill groups in a workload history </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">39</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 "> <p>Maximum number of weeks of historical data you can select when creating a workload</p> <p style="margin-bottom:0;">After a workload is created, it can continue to be refreshed with data for subsequent weeks. As a result, there's no overall limit on the number of years of data that can be maintained. We recommend archiving older data manually based on your retention requirements. </p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">260 (5 years)</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Minimum number of weeks in a workload history when creating a forecast </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">3 weeks </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum number of weeks in a forecast</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">12 weeks for Holt-Winters</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum amount of historical data when Holt-Winters is selected as the forecasting model</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">3 years</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum size of a workload history or forecast export</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">40,000 records</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum number of forecast adjustments with an hourly interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">50 records per adjustment, but you can make multiple updates</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum number of forecast adjustments with a daily interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">30 records per adjustment, but you can make multiple updates</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e133 ">Maximum number of forecast adjustments with a monthly interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e136 ">4 records per adjustment, but you can make multiple updates</td> </tr> </tbody> </table> ## Capacity Plan Limits | Limit | Details | | --- | --- | | Maximum number of weeks in a short-term capacity plan | 12 | | Maximum number of job profiles per plan | 10 | | Maximum slices per job profile. | 20 slices | | Capacity plan processing | 1 plan per org at a time | ## Scheduling Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e315">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d723e318">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 ">Maximum number of shifts that can be batch assigned (using Assign)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">200 shifts at once</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 ">Maximum number of shifts on which Mass Shift Update can assign and update status</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 ">Maximum number of scheduling rules</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 ">Maximum number of scheduling constraints</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 "> <p>Maximum number of records per page in these Shift Manager views</p><a name="fwm_limits__ul_ycl_khg_tcc"><!-- --></a> <ul id="fwm_limits__ul_ycl_khg_tcc"> <li>View Shifts</li> <li>View Service Territories</li> <li>View Job Profiles</li> <li>View Operating Hours</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">Up to 2000 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e315 ">Maximum number of Resource Absence records per page in the Shift Manager </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d723e318 ">Up to 300 records per page</td> </tr> </tbody> </table> ## General Considerations Frontline Workforce Management supports only time zones based on full hours, such as GMT+9:00 but not GMT+9:30. When you create a workload history, you select a service territory, which sets the time zone used in related data views. The setup flow shows only service territories with full-hour time zones. ## Considerations for Workload Histories and Forecasting - You can create multiple forecasts from the same workload. However, you can't create or update forecasts for a workload while another forecast creation or workload update is in progress. During these operations, the workload is locked until processing is complete. - Use Average Handle Times (AHT) less than 60 minutes in a workload or a forecast. ## Considerations for Capacity Planning - When the number of job profiles increases, the prediction for Staff Required in a short-term plan increases. This increase happens because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, when you add job profiles, you can see a sudden jump in the number of staff required. - If you change a shift template’s start time, end time, or job profile, you can’t create shifts from the plan. - You can create a capacity plan only for one service territory at a time. ## Workload Forecasting Limitations Workload forecasting is not supported in regions with non-standard UTC time zone offsets (half-hour or quarter-hour offsets). **Unsupported Offsets & Regions Include:** - **30-Minute Offsets:** UTC+03:30 (Iran), UTC+04:30 (Afghanistan), UTC+05:30 (India, Sri Lanka), UTC+06:30 (Myanmar, Cocos Islands), UTC+09:30 (Australian Central Standard Time), UTC+10:30 (Lord Howe Island), UTC-03:30 (Newfoundland), UTC-09:30 (Marquesas Islands). - **45-Minute Offsets:** UTC+05:45 (Nepal), UTC+08:45 (Eucla), UTC+12:45 (Chatham Islands). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-frontline_workforce_management-264-0-0-production-enus/6ed6d790-c8dc-44c2-adf2-f19af27ef204/images/icon_note.png) Note Frontline Workforce Management provides tools for schedule creation and time tracking. It does not enforce or guarantee compliance with federal, state, provincial, or local labor laws, including requirements regarding overtime, meal and rest breaks, shift intervals, or recordkeeping. Customers are solely responsible for ensuring their schedules and time records comply with applicable statutory requirements. ## Scheduling Service & Optimization Limitations - Overnight Shifts: Templates crossing midnight (for example, 22:00–06:00) aren't supported and may fail to schedule. Split overnight shifts into two single-day templates or keep shift times within a single calendar day. - Template Matching: A template matches a shift only if its entire time window fits within the shift's window. - Engine Limits: The optimization engine supports up to 72,000 activities and 12,000 shifts per run. #### See Also - [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.") - [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.") - [Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5 "A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.") - [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..") - [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.") <!-- document id=0a202528261f414205afe981f843d7e85ba9bf1405108c178c3cc4941daa778b url=/admin/current/en-us/service/264-0-0/fwm_permission_sets.md --> # Frontline Workforce Management User Permission Sets Assign the Workforce Management Analyst, Workforce Management Planner, or Workforce Management Worker permission sets to users of Frontline Workforce Management features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> ## Frontline Workforce Management User Permission Sets | Permission Set Name | What a User Can Do | | --- | --- | | Frontline Workforce Management | Can access Frontline Workforce Management features | | Workforce Management Analyst | Can interact with the Schedule Manager to manage the shift schedule of workers, create shifts, assign shifts, and manage approvals. | | Workforce Management Planner | Can create, adjust, and schedule shifts from capacity plans; create shift segments and Intraday Management views; perform schedule-related tasks like batch assignment or get candidates; create shifts from templates or from a capacity plan; approve time-off requests or time sheets; or view workers’ scheduling preferences. | | Workforce Management Worker | Can request time off, submit time sheets, create service resource preferences, and view Worker Schedule. | <!-- document id=7d06537e21db72900bd11fbd5ee88de7223a35d8f9d0cce950a85cb300505872 url=/admin/current/en-us/service/264-0-0/it_srvcs_evidence_hub_portal.md --> # Fulfill Evidence Requests from the IT Service Employee Portal Employees can fulfill evidence requests directly from the IT Service employee portal without needing access to the Evidence Hub app. Requests appear as assigned tasks, and employees upload evidence artifacts using a simplified, guided interface. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with IT Compliance Employee add-on.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27213e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27213e74 ">To fulfill evidence requests in the employee portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27213e74 ">IT Compliance Submitter permission set</td> </tr> </tbody> </table> The IT Service employee portal provides a lightweight evidence fulfillment workflow for employees who are assigned evidence requests but don't need full access to the Evidence Hub app. When an evidence request is assigned to an employee with the IT Compliance Submitter permission set, the request appears in their portal home page under Assigned to Me. Employees open the request, read the instructions, upload the requested files or provide a text attestation, and submit the artifact for review—all without leaving the portal. This workflow is designed for one-off evidence collection from employees who aren't regular compliance fulfillers. For example, a manager might be asked to upload an approval email, or a developer might be asked to provide a screenshot of a production deployment log. The portal interface is simpler than the full Evidence Hub app and focuses on the single task of responding to the request. 1. Sign in to the IT Service employee portal. 2. On the home page, select the **Evidence Hub** tile. The Evidence Hub shows the evidence requests assigned to you. 3. Open the assigned evidence request. Read the **Instruction** field to understand what evidence is being asked for, and review the **Observation Statement** for any notes the compliance team has added about missing or pending evidence. 4. Create a new evidence artifact for the request. 1. Select **Create Evidence Artifact**. 2. Fill in the artifact details: - Artifact Name. A short, descriptive name that tells the reviewer what the artifact is proving. - Description. A brief summary of the evidence and how it satisfies the request. - Classification. The sensitivity level of the artifact, such as **Internal** or **Restricted**. - Status. Leave as **Draft** while you're still gathering evidence. 3. Save the artifact. The artifact is created with an auto-generated number (for example, **ART-000000006**) and is linked to the parent evidence request. 5. Attach the evidence file from the artifact's activity feed. 1. On the artifact record, locate the **Activity** panel. 2. Under **Attach your document here**, select **Upload Files** and choose the file from your computer, or drag and drop the file into the panel. You can upload documents, images, screenshots, video, and other common file formats. 3. Optionally, add a comment to give the reviewer context about the file. 4. Select **Share**. The file is securely attached to the evidence artifact and the compliance team is notified that the upload is complete. ![Example: providing verification for a non-SSO local accounts check](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: providing verification for a non-SSO local accounts check Suppose Siva, a Data Workspaces engineer at Cumulus Bank, is reassigned an evidence request titled **End-to-End Offboarding SLA Report (Access Revocation)**. The observation statement notes that verification is missing for non-SSO local accounts. Siva opens the Evidence Hub on the employee portal and creates an artifact to fulfill the request: - Artifact Name: Data Workspaces: Verify that any direct, non-SSO account is disabled - Description: Verified that any direct, non-SSO local accounts were also disabled for any terminated user within 24 hrs. - Classification: Restricted - Status: Draft After saving the artifact, Siva uploads the verification document from the activity feed and selects **Share**. The file is attached to the artifact and the compliance team can immediately review it from the IT Compliance app. You can track the status of your submitted artifacts from the portal. Once an artifact is verified and accepted, you'll receive a confirmation notification and the request will move to Completed status. If your artifact is rejected, review the feedback in the Observation Statement field, correct the issue, and create a new artifact or resubmit the corrected version. For more details on the evidence artifact lifecycle and what happens after submission, see . <!-- document id=e1d95ba972f300224fc7258c9b913e059e01c42ccd7950e5ee407c677acb9577 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_fulfill_hw.md --> # Fulfill Hardware Requests Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71198e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71198e72 ">IT Fulfiller</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71198e72 ">Hardware Asset Management AND Read and Write on Service Requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71198e72 ">Inventory Manager</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71198e72 ">Hardware Asset Management AND Read and Write on Fulfillment Orders</td> </tr> </tbody> </table> Before you begin, verify that the service request is approved. **How Fulfillment Orders Work** A fulfillment order manages delivery details for a destination site. Fulfillment order line items track specific components inside that order. Soft reservations protect stock levels instantly, preventing double-booking while your team handles physical routing. Source Hardware and Initiate Reservations. Identify the best stockroom to fulfill the employee's request and select a reservation method. 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select **Service Requests**. 3. Select an approved service request. 4. Select **Source Product** to open sourcing flow. 5. Select location with the requested asset available. 6. Select reservation type for the requested products: - **Reserve Any Asset**: Create a soft reservation to decrease available inventory counts without assigning a specific serialized asset. - **Reserve Specific Asset**: Create a hard allocation to select an exact device by serial number or asset tag. 7. Click **Next**. 8. Select **Reserve Asset**. The system generates fulfillment orders and fulfillment order line items automatically for your location. Sourcing from multiple stockrooms splits requests into separate fulfillment orders. Fulfill Orders and Select Assets. Fulfill the order at the designated stockroom. 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select **Fulfillment Orders**. 3. Select the pending fulfillment order assigned to your location. 4. On the Related tab, select **View All** to identify products to pull. 5. Check fulfillment order line items for logistics tracking: 1. If product transfer is linked, wait for the internal shipment to arrive. 2. If a product request line item is linked, wait for external procurement to complete. 6. Retrieve the device physically and select **Add Asset** on fulfillment order line item. 7. Select device by serial number or asset tag. 8. Select **Save**. Saving changes converts your soft reservation into a hard allocation. This updates asset status to **Reserved** and logs events in your **Asset Timeline**. #### See Also - [Manage Hardware Fulfillment Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfillment.htm&release=264.0.0&type=5 "Coordinate the hardware fulfillment lifecycle to reserve, track, and deploy internal IT assets to employees. Link serialized devices directly to fulfillment orders to establish a clear chain of custody. Maintain a reliable audit trail for all stockroom reservations. Track real-time shipping updates when hardware leaves an inventory location. Automatically update asset statuses throughout deployment.") - [Fulfillment Orders and Fulfillment Order Line Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_orders.htm&release=264.0.0&type=5 "Manage delivering devices to employees and track inventory movement with fulfillment orders and fulfillment order line items. These entities group requested products by source location and maintain an audit trail for the fulfillment lifecycle.") - [Source Requested Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_source_hw.htm&release=264.0.0&type=5 "Source requested hardware items from inventory locations to fulfill employee requests and maintain accurate inventory records. Reserve assets to secure stock and prevent double-booking while warehouse teams pick devices.") - [Soft Reservations in Inventory Allocation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_soft_reserve.htm&release=264.0.0&type=5 "Secure inventory for specific demand sources before picking physical devices off stockroom shelves. Soft reservations immediately decrease the available inventory count by using the Reserve Any Asset flow to prevent double-booking without assigning a specific serialized asset. This automated framework provides granular visibility into inventory states, prevents over-promising, and ensures accurate fulfillment while your team prepares physical devices.") - [IT Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_track_activity.htm&release=264.0.0&type=5 "Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments.") - [Manage IT Asset Reclaims](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_reclaims_parent.htm&release=264.0.0&type=5 "Track returned devices from employees and automate inventory updates. Standardized return workflows support employee offboarding and hardware refreshes.") <!-- document id=5482c8336afc2a0dfebca65972b56df577efba16b596e8d6c8596f6cde58680e url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_soft_reserve_task.md --> # Fulfill Hardware Requests Using Soft Reservations Secure inventory for specific demand sources before picking physical devices from the stockroom shelf. Soft reservations proactively prevent double-booking while giving your inventory managers time to physically fulfill the request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26768e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26768e72 ">Source hardware and create soft reservations</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26768e72 ">Hardware Asset Management permission set license AND appropriate ITAM role</td> </tr> </tbody> </table> Before you begin, verify that your Salesforce admin configured the **InventoryReservation** and **InventoryItemReservation** entities. Also make sure that the admin updated **Product Item** page layouts to include granular quantity fields. When you source hardware, select to reserve any available asset for a soft reservation or a specific asset for a hard allocation. A soft reservation immediately decrements the **Quantity Available** on the **Product Item** record. This adjustment prevents other fulfillers from claiming the stock before a serial number is attached. 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select **Service Requests**. 3. Select an approved service request. 4. Select **Source Product**. 5. Select a location with the requested asset available. 6. Select a reservation type for the requested products. To create a hard allocation, select **Reserve Specific Asset** and find an exact device by serial number or asset tag. 7. Click **Next**. 8. Review the sourcing summary, and reserve the asset. The local inventory rep must now physically pick the device. Select **Add Asset** on the fulfillment order line item to transition the soft reservation into a hard allocation. <!-- document id=241bb0b98b18a0f15a952d5bf0b131e1d766a19248ac5882ee0f5c44f089c3fc url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_resolve_incident_proactive_assistance.md --> # Fulfiller Resolves an Incident with Proactive Assistance Help an incident fulfiller understand an issue, evaluate an AI-proposed fix, and restore service with a verified resolution. ## Use Case at a Glance **Persona:** An incident fulfiller responsible for restoring an employee's IT service **Job to be done:** Resolve an assigned incident efficiently without overlooking record context, related incidents, or proven solutions **Starting point:** An open incident in the Agentic IT Service Desk with the **Proactive Assistance** card **Successful outcome:** The fulfiller applies and verifies an appropriate fix, records the resolution, and sets the incident status to **Resolved**. This use case connects Proactive Assistance insights to a fulfiller's resolution decision. It doesn't replace the canonical instructions for configuring actions, using the card, or managing incidents. Instead, it shows how the fulfiller reviews AI-generated context, validates a proposed fix, and retains responsibility for the final resolution. ## Start with AI-Prepared Context When a new incident is created, the following actions can run automatically: Summarize Incident, Associate Similar Incidents, and Check Incident Attributes. Check Incident Attributes compares category, subcategory, urgency, and impact with similar past incidents. The action can automatically update the category—for example, to VPN—and display a message card. Propose Resolution Summary runs when the fulfiller is ready to resolve. Create Incident Root Cause Summary runs after the incident is resolved. Create Service Plan is optional when the incident needs a multi-step task plan in Service Assistant. Use these insights to understand the issue before changing the record or applying a fix. Confirm that the summary matches the employee's report, related incidents reflect the same symptoms, and the incident attributes support the appropriate routing and priority. For action behavior and examples, see [Proactive Actions for IT Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_incdnts.htm&release=264.0.0&type=5 "Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents."). Proactive Assistance accelerates triage, but its output is evidence rather than a final decision. If the card reports insufficient data or the suggested context doesn't match the incident, investigate the record directly instead of treating the generated output as authoritative. ## Turn Insights into a Resolution Decision Review the signals together to choose the next action instead of accepting every suggestion or using every proactive action. | **Signal** | **Fulfiller Check** | **Resolution Decision** | | --- | --- | --- | | Incident summary | Does it reflect the reported symptoms, impact, and latest updates? | Continue with the summarized context or review the complete record history. | | Similar incidents | Do the linked records describe the same issue and environment? | Reuse a proven approach or separate unrelated records. | | Check Incident Attributes | Do the category, subcategory, urgency, and impact values on the incident record match the evidence? | Keep the automatically updated values when they match the evidence, or correct the incident before continuing. | | Create Root-cause summary | Does the proposed cause align with related incidents, known errors, or recent changes? | Use it to guide investigation or gather more evidence. | | Proposed resolution | Is the fix relevant, safe, and supported by historical resolution notes or Knowledge? | Test the fix, refresh for another proposal, or continue manual investigation. | **Propose Resolution Summary** analyzes historical resolution notes and relevant Knowledge articles to suggest steps. The fulfiller evaluates the recommendation and executes the appropriate work; Proactive Assistance doesn't autonomously remediate or close the incident. For the full triage-to-resolution model, see [Proactive Assistance Workflow for IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_wrkflw_incdnts.htm&release=264.0.0&type=5 "Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems."). ## Apply and Verify the Fix Before making a change, consider its scope and risk. A routine, reversible fix can proceed through the team's standard operating practice. A fix that changes shared infrastructure or introduces broader risk belongs in the appropriate change-management path. Apply the selected fix and verify the outcome against the original symptoms. Confirm with the affected employee when the resolution requires user validation, and check related monitoring or records when the issue has a wider scope. If the first proposal doesn't solve the issue, refresh **Propose Resolution Summary** for another suggestion or continue the investigation with the evidence already gathered. If the incident needs a series of tasks, the **Create Service Plan** action creates a step-by-step plan. Fulfillers find that plan in the **Service Assistant** component, not on the **Proactive Assistance** card. Refresh the action if incident details change. Keep the use case focused on the resolution outcome; see [Work with Service Assistant for IT Incident Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_srvs_astnt_incdnts.htm&release=264.0.0&type=5 "Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time.") for plan execution and lifecycle details. ## Record a Complete Resolution After the fix is verified, record what failed, what the fulfiller changed, and how the result was confirmed. A useful resolution summary gives future fulfillers reliable evidence for similar incidents and improves the historical data that Proactive Assistance uses. Set **Status** to **Resolved** when the issue is fixed, enter the resolution details in **Resolution Summary**, and save the record. Use **Closed** only when the incident lifecycle is complete under the team's process. For the canonical status behavior and incident-management procedure, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). The adoption milestone occurs when a fulfiller uses proactive context to reach a sound decision, verifies the fix, and leaves a complete resolution record. The value is faster understanding and reuse of proven evidence, not automatic acceptance of an AI-generated answer. ## Confirm That Proactive Assistance Is Ready Before using this journey as an adoption test, confirm that Proactive Assistance is configured for incidents and that the fulfiller has the required access. The feature depends on correctly configured Data 360 data and search indexes. See [Set Up Proactive Assistance for IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_setup.htm&release=264.0.0&type=5 "Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks.") for setup and permission requirements. Missing suggestions aren't proof that no relevant solution exists. Recommendations can be unavailable when Data 360 data or search indexes are not ready, records have not synced, or there is not enough similar history. Missing suggestions are not proof that no solution exists. Investigate the record directly. See [Considerations and Limitations for Agentforce in IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agntfrce_cnsdrtion_limtations.htm&release=264.0.0&type=5 "To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues.") for data and retrieval limitations. <!-- document id=6cf08c922f8849294eeb331f7a1f9eca32bfdeaddfab96d0d15d387d51c6ead3 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_fulfill_orders.md --> # Fulfillment Orders and Fulfillment Order Line Items Manage delivering devices to employees and track inventory movement with fulfillment orders and fulfillment order line items. These entities group requested products by source location and maintain an audit trail for the fulfillment lifecycle. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> In IT Asset Management, fulfillment orders and fulfillment order line items operate in a parent-child relationship. These records act as a bridge between a service request and physical inventory. To maintain consistency, fulfillment orders progress through a standardized status lifecycle from Draft to Allocated, Pick Pack, Fulfilled, Delivered, and Closed. ## Create Fulfillment Orders Hardware sourcing automatically generates fulfillment orders. IT fulfillers initiate this workflow. The post-sourcing workflow evaluates the selected source location and appends to an existing fulfillment order or creates one. Fulfillment order line items map directly to requested products and quantities. ## Location-Based Order Grouping A fulfillment order header specifies the fulfillment source and delivery method. Each order relates to one source location. When an employee requests items stored in different stockrooms, the system groups items based on origin. The system automatically splits the request and generates a fulfillment order for each location, ensuring both orders remain tied to the parent service request. ## Visibility into Fulfillment Logistics A fulfillment order line item defines specific products and quantities fulfilled within a parent order. To give inventory managers visibility into logistical prerequisites, the line item tracks dependencies with these lookup fields. - **Product Item**: Links to the inventory record for a product at a local stockroom. - **Product Transfer**: Links to an internal transfer if a local stockroom is out of stock, indicating a pending shipment from another warehouse. - **Product Request Line Item**: Links to a procurement request if you purchase an item from an external vendor. ## Inventory Accuracy with Soft Reservations Line item data prevents stockouts before you select physical devices. If an IT fulfiller reserves an asset, the system manages a soft reservation with these quantity tracking fields. - **Quantity**: The total number of units requested. - **Quantity Soft Reservation**: Calculates the inventory item reservation quantity and rolls up the value to the product item record. This calculation decrements the available quantity, making sure that other fulfillers see accurate stock counts. ## The Bridge to Physical Assets Fulfillment order line items define requested products but don’t connect directly to serialized devices. Instead, line items relate to **Asset Activity** or **Asset Timeline** records. When an inventory manager picks a serialized device and assigns it to a line item, the system creates an **Asset Activity** record. This activity links the asset to the line item, updates the asset status from **Available** to **Reserved**, and logs a time-stamped audit trail. #### See Also - [Sourcing Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sourcing_agent_con.htm&release=264.0.0&type=5 "Fulfill hardware requests efficiently and optimize stock utilization with the Sourcing Agent. This AI agent autonomously identifies the ideal fulfillment path for approved requests. This process reduces shipping costs and improves resource allocation.") <!-- document id=c0074afb078255540e5fb32526e6ab2fcf9d7dbcf410643a568c1c5a3107ff6b url=/admin/current/en-us/service/264-0-0/knowledge_further_setup.md --> # Further Setup for Salesforce Knowledge It’s time to keep building your knowledge base. You can add workflows and approvals, track field history, and add validation rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Knowledge Settings](https://help.salesforce.com/s/articleView?id=service.knowledge_settings.htm&release=264.0.0&type=5)** From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers. - **[Knowledge Scalability](https://help.salesforce.com/s/articleView?id=service.knowledge_scalability.htm&release=264.0.0&type=5)** Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each of these versions can have multiple translations. Thus, the total number of article _versions_ in an org can be much higher than the number of _articles_. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles. - **[Control Data Integrity with Validation Rules](https://help.salesforce.com/s/articleView?id=service.knowledge_article_type_validation.htm&release=264.0.0&type=5)** Ensure that your article content is compliant with your company standards. Create validation rules for each article type to check whether required fields have the appropriate values based on the article’s status. - **[Define Validation Status Picklist Values](https://help.salesforce.com/s/articleView?id=service.knowledge_validation_picklist.htm&release=264.0.0&type=5)** When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of the article. For example, values could be Validated, Not Validated, or Needs Review. - **[Modify Default Category Group Assignments for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_category_assignment.htm&release=264.0.0&type=5)** Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge - **[Filter Articles with Data Category Mapping](https://help.salesforce.com/s/articleView?id=service.knowledge_category_mapping.htm&release=264.0.0&type=5)** Make suggested articles more relevant when solving cases. Map case fields to data categories to filter for articles assigned to those data categories. For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list. - **[Flow Approvals for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_flow_approvals.htm&release=264.0.0&type=5)** Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals. - **[Workflow and Approvals for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_wflow_approvals.htm&release=264.0.0&type=5)** Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you more control over the content and publication of your articles. - **[Custom Fields for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_types.htm&release=264.0.0&type=5)** The first step in creating a custom field for articles is choosing the field type. - **[Field-Level Security on Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_fls.htm&release=264.0.0&type=5)** Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles. - **[Article History Tracking (Lightning Experience)](https://help.salesforce.com/s/articleView?id=service.knowledge_history_tracking_lightning.htm&release=264.0.0&type=5)** Track the history of certain fields in articles. If you have history tracking enabled, open an article and click **Version** to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. - **[Article History Tracking (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.knowledge_history_tracking.htm&release=264.0.0&type=5)** You can track the history of certain fields in articles. If you have history tracking enabled, open an article of that type and click **Version** to see a version history list. You can also set tracking for the article type and track the full history of an article and its versions. Article events are tracked for up to 18 months. - **[Set Up Knowledge Component Actions](https://help.salesforce.com/s/articleView?id=service.knowledge_send_articles.htm&release=264.0.0&type=5)** Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites. - **[Set Up Knowledge for Enhanced LWR Sites](https://help.salesforce.com/s/articleView?id=service.knowledge_set_up_lwr.htm&release=264.0.0&type=5)** Help your customers self-serve with Knowledge pages and components in enhanced LWR sites. - **[Add Table of Contents to Knowledge Article Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_table_of_contents.htm&release=264.0.0&type=5)** To quickly see the sections in Knowledge articles and improve navigation, add the Table of Contents (TOC) component to new and existing articles in your knowledge base. You can add the TOC ‌only to articles in HTML format, not PDFs or other nonHTML formats. - **[Use Dynamic Q&A for Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.use_dynamic_q_a_for_knowledge_articles.htm&release=264.0.0&type=5)** Dynamic Q&A lets knowledge article readers browse common questions while reading an article. It highlights the most relevant questions and answers, helping them find the information they need quickly, reducing case creation, and enhancing self-service. - **[Show Summaries for Knowledge Article](https://help.salesforce.com/s/articleView?id=service.set_up_knowledge_article_summary.htm&release=264.0.0&type=5)** Knowledge Article Summary, an Einstein for Service feature, uses generative AI to provide a concise, clear overview of a knowledge article's content. This feature automatically generates and shows the summary on the article's detail page, helping you quickly understand the core content of the article. - **[Configure Automated Services on Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_automated_services_on_knowledge_articles.htm&release=264.0.0&type=5)** Build a seamless Self-Service experience by embedding automated actions, powered by the Unified Catalog and Flow, directly into your Experience Cloud knowledge articles. This guide walks you through the entire setup process. - **[Agentic Portal Usage Limits and Licensing](https://help.salesforce.com/s/articleView?id=service.agentic_portal_usage_limits_and_licensing.htm&release=264.0.0&type=5)** Review the supported editions and usage limits for AI features in Agentic Portals. <!-- document id=65a10bad3fd141e6a43a928283804c47d2df23240b9376987ce0f7eee11b0310 url=/admin/current/en-us/service/264-0-0/pfs_monitor_optimization_insights.md --> # Gain Visibility into Optimizations with Field Service Optimization Insights In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves utilization. As you refine a scheduling policy, view a snapshot of optimization results and KPI changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d177146e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d177146e72 ">To create and edit Lightning pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d177146e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d177146e72 ">To add components to optimization request pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d177146e72 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions </li> <li>FSL Dispatcher Permissions </li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Insights are available for global and in-day optimization requests that complete successfully. They aren’t supported for resource schedule optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Insights is not available when using Enhanced Scheduling and Optimization. 1. In **Field Service Settings** | **Optimization**, enable **Optimization Insights**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure that the [Optimization Profile](https://help.salesforce.com/articleView?id=users_profiles_apex_access.htm&language=en_US) has access to the OAASRestInsights and OAASRestHealthCheck [Apex classes](https://help.salesforce.com/articleView?id=pfs_activate_optimizer.htm&language=en_US). 2. Edit an optimization request page in Lightning App Builder. 3. From the custom managed package components, add the optimization insights components. 4. Save your changes, and activate the page if necessary. 5. Submit a global or in-day optimization. If the optimization completes successfully, insights appear on the optimization request. There are four optimization insights components: summary (1), metrics (2), key performance indicators (3), and health check (4). ![Optimization insights shows the impact on travel and utilization.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_help_optimization_insights_health_check_3.png) The summary component shows details about the optimization request, such as status, horizon, and territories. It displays the Time per Appointment from Field Service optimization settings, and lists Boolean filters that selected appointments in the request. As you refine a scheduling policy, the summary gives you a point-in-time snapshot of the policy, including the work rules and weighted service objectives, that produced the insights. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Some details are only available for global optimization requests. Metrics provide an overview of scheduling information, such as how many appointments were scheduled from the pool of optimizable appointments. Optimizable appointments are unpinned and can be moved. The KPI component displays key performance indicators by territory before and after the optimization. | KPI | How the KPI is Calculated | | --- | --- | | Average Travel per Appointment with Homebase | Total estimated travel time, including travel from and to the resource’s home base, divided by the count of scheduled service appointments. | | Average Travel per Appointment without Homebase | Total estimated travel time, excluding travel from and to the resource’s home base, divided by the count of scheduled service appointments. | | Total Travel with Homebase | Total estimated travel, including travel from and to the resource’s home base, for all scheduled service appointments. | | Total Travel without Homebase | Total estimated travel, excluding travel from and to the resource’s home base, for all scheduled service appointments | | Total Scheduled Appointments | Count of scheduled service appointments. | | Total Duration Scheduled | Total duration for the scheduled service appointments. | | Utilization | Total duration and travel time for the scheduled appointments, divided by overall resource capacity. To learn how we calculate capacity, see Considerations. | | Utilization Wrench | Total duration for the scheduled service appointments, divided by the overall resource capacity. Utilization wrench represents total direct labor. To learn how we calculate capacity, see Considerations. | The Health Check component summarizes the results of a suite of tests and validates your data. For example, the tests check if the appointment exceeds the available time to complete or whether the required resource has the necessary skills. Before you drill down into your KPIs, make sure that all the tests passed successfully. - For Utilization and Utilization Wrench KPIs, capacity is the total available work time from shifts and operating hours in primary territory memberships, including overtime. We subtract breaks, absences, and crew allocations; we also add or subtract availability from relocations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We subtract absences only if the entire absence of a resource is included in the time period of that resource's service territory membership record. - For the Total Duration Scheduled KPI, we subtract appointments’ Scheduled Start times from Scheduled End times. For multiday appointments, we include them in the total if the appointments are completely within the horizon; for those appointments, we add the Duration fields. - In metrics, the resource count excludes capacity-based resources and partial or full crew assignments that occur during the horizon. - The components list metrics and KPIs by territory. For resources with secondary territory memberships, there are some nuances for allocating time to territories. For example, we allocate travel time to the territory referenced in a service appointment. We also allocate scheduled duration based on an assigned resource’s primary service territory membership. - Optimization insights only support service appointments that have territories. Service appointments without a territory don’t affect metrics and KPIs. #### See Also - [Explore Metrics in Field Service Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&release=264.0.0&type=5 "Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization.") <!-- document id=5e5cb2ce3b3840504a2e4f3ddfbdfa2974e003793b38cb3db215ee471339d2af url=/admin/current/en-us/service/264-0-0/pfs_gantt_keyboard_shortcuts.md --> # Gantt Keyboard Shortcuts Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115972e74">Command</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115972e77">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115972e80">Keyboard Shortcut</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Flag or unflag a service appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Flagged appointments appear with a flag icon on the Gantt.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Select service appointment, then F</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Open parent work order or work order line item record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Opens the record in the Work Orders tab, outside of the Gantt.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Select service appointment, then W</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Open service appointment record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Opens the record in the Service Appointments tab, outside of the Gantt.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Select service appointment, then S</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Open service appointment details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Opens a lightbox over the Gantt with tabs containing details about the appointment and its parent record, related records, map, and more.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Select service appointment, then Enter</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Close service appointment lightbox</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Closes the lightbox.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Esc</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Move a scheduled service appointment to a new spot in the schedule, allowing for travel time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">You can drag an appointment to a different spot in its assigned resource’s schedule or to another resource’s row to reassign it. When an appointment is dragged, it snaps to the closest valid time slot based on your Gantt drag jump setting and on the calculated travel time between adjacent appointments or absences. Configure your drag jump setting in the Field Service Admin app (<strong class="uicontrol">Field Service Settings</strong> > <strong class="uicontrol">Dispatcher Console UI</strong>). </td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 "> <p>Windows: Select service appointment+Ctrl+drag</p> <p style="margin-bottom:0;">macOS: Select service appointment+Cmd+drag</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Show today on the Gantt</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">If the Gantt is configured to show multiple days, today is the first day shown.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">T</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to In Day view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to In Day.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">0 (zero)</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to Daily view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to Daily.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">1</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to 2 Days view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to 2 Days.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">2</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to 3 Days view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to 3 Days.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">3</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to Weekly view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to Weekly.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">7</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to Multiday view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to Multiday.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">M</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Switch to Utilization view</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Changes the Gantt resolution to Utilization.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">U</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll one day back</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">For example, if you’re viewing the August 6 schedule, this shortcut switches the Gantt to August 5.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Left Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll one day forward</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">For example, if you’re viewing the August 6 schedule, this shortcut switches the Gantt to August 7.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Right Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll one time period back</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">For example, if you’re in the Weekly view, this shortcut switches the Gantt to the previous week.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Shift+Left Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll one time period forward</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">For example, if you’re in the 2 Days view, this shortcut switches the Gantt to the next two days.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Shift+Right Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll up in schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Scrolls up one row in the Gantt without changing the dates shown.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Up Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e74 ">Scroll down in schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e77 ">Scrolls down one row in the Gantt without changing the dates shown.</td> <td data-label="Keyboard Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d115972e80 ">Down Arrow</td> </tr> </tbody> </table> <!-- document id=939959c96aec878ee8b59d0c784e7280455b53274363745e4cb1ab1edcbfae1d url=/admin/current/en-us/service/264-0-0/knowledge_feedback_about.md --> # Gather Feedback on Knowledge Articles with Knowledge Feedback By using Knowledge Feedback, you can collect feedback on Knowledge articles and assign each feedback response to the appropriate people or groups to act on the feedback. You can collect feedback from users on articles within the org or through Experience Cloud. Each user can give more than one feedback response. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The first 30,000 feedback responses are available at no additional cost. To increase this limit, you can purchase the Knowledge add-on license. This information applies to [Aura sites](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US). Set up feedback for your articles with engaging and personalized feedback forms. Customize the feedback form with a wide range of questions to gather the information you need and define the response options. Assign feedback responses to the appropriate people or groups to improve your knowledge articles. You can automate this process by using Salesforce Flow. Track the feedback status to efficiently ‌manage knowledge article improvements‌. You can integrate ‌feedback status data into reports and dashboards to monitor how effectively feedback is being handled. - **[Set Up Knowledge Feedback in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_setup.htm&release=264.0.0&type=5)** Enable the Knowledge Feedback feature in Setup so users can provide feedback and suggestions on your knowledge articles. - **[Set Up Knowledge Feedback in Experience Cloud](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_setup_in_experience_cloud.htm&release=264.0.0&type=5)** To set up Knowledge Feedback in Experience Cloud for your customer community, first build a Experience Cloud site. - **[View Feedback Response Data](https://help.salesforce.com/s/articleView?id=service.knowledge_view_feedback_response_data.htm&release=264.0.0&type=5)** The Knowledge Article Feedback page shows a list view of all feedback responses received on your knowledge articles, providing a consolidated overview of all feedback in one place. - **[Assign and Track Feedback Resolution](https://help.salesforce.com/s/articleView?id=service.knowledge_track_feedback_resolution.htm&release=264.0.0&type=5)** Assign feedback responses to a knowledge author or queue to take action on them. You can also track progress until the feedback is resolved. - **[Create a Joined Report for Knowledge Feedback](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_create_report.htm&release=264.0.0&type=5)** A joined report contains data from reports that are of different types, including standard and custom report types. You can use a joined report to present different types of information in a single report. Create a single, comprehensive report for Knowledge Feedback by adding Knowledge Article Feedback and Survey Responses report types to a joined report. #### See Also - [_Salesforce Help_: Automate Tasks with Flows](https://help.salesforce.com/s/articleView?id=platform.flow.htm&language=en_US) - [_Salesforce Help_: Create a Joined Report for Knowledge Feedback](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_create_report.htm&release=264.0.0&type=5 "A joined report contains data from reports that are of different types, including standard and custom report types. You can use a joined report to present different types of information in a single report. Create a single, comprehensive report for Knowledge Feedback by adding Knowledge Article Feedback and Survey Responses report types to a joined report.") <!-- document id=0d224d5fed60e211dd803c1aaa6f4f66fbb4cf5344fd2af012a028d872e6db03 url=/admin/current/en-us/service/264-0-0/omnichannel_ccv2_backlog_component.md --> # Gauge Your Backlog with the Backlog Component Take a look at all the work items waiting to be routed to your service reps, using the Backlog Lightning App Builder component in Command Center for Service V2. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d132876e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132876e59 ">To customize Lightning pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132876e59 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132876e59 ">To access Command Center for Service V2:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d132876e59 ">Access Command Center for Service V2</td> </tr> </tbody> </table> Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. To monitor conversations, enable Conversation Monitoring in your Supervisor Settings. **Setup the Backlog Component** 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Use the Command Center for Service V2 Lightning App Builder page, or create a new one. See [Create Command Center for Service V2 Pages](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_create_pages.htm&language=en_US) for details on the out-of-the-box V2 page, or [Assign a New Page to the Command Center for Service V2 Navigation Option](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccfsv2_assign_new_page.htm&language=en_US) if you're building and assigning a custom page. 3. If you have created a new page, drag the Backlog component onto the page layout from the left-hand component panel. 4. In the configuration panel on the right, customize the component: - **Actions:** Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. When an agent selects a record and runs an action, the action runs on the PendingServiceRouting object. See [Show Default Actions in Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&language=en_US) for more information. 5. Click **Save** and activate the page. **Understand Connection Status** The Backlog component shows a connection status indicator, so you always know if your data is staying up to date. | Status | description | | --- | --- | | Live | The connection is active and healthy. | | Connecting | The connection was interrupted and is attempting to reconnect automatically. | | Offline | The automatic reconnection attempt failed. Click the refresh icon next to the status indicator to try again. | If the status returns to Live after you click refresh, you're all set. If the status keeps cycling between Connecting and Offline, the issue is likely on the service side rather than your connection. Wait a few minutes and try again. If it doesn't resolve, contact Salesforce. - **[Backlog Component Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_backlog_component_fields.htm&release=264.0.0&type=5)** Fields for the Backlog Lightning App Builder component. <!-- document id=f9ee41c8bba00527d208ad3004f648f44cbd5caad4854d8c96e47fe9efb548ee url=/admin/current/en-us/service/264-0-0/sp_considerations_general.md --> # General Considerations for Service Assistant Review functionality, grounding, agent, and language considerations for Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Beginning in April 2026, agent topics are called subagents. There are no changes to functionality. During this transition, you might see a mix of the new and previous terms in the documentation. ## General Considerations Keep these functionality considerations in mind as you set up Service Assistant. These considerations are also provided in each respective area of this documentation. **General Functionality** - Service Assistant is supported only in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can be created only in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - Specific permissions are required to access and use Service Assistant. See [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). - Each of your users must have a User Role assigned. See [Create a User Role](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&type=5&language=en_US) and [Assign Users to Role](https://help.salesforce.com/s/articleView?id=platform.assigning_users_to_roles.htm&type=5&language=en_US). - Data 360 is required to create service plans. Make sure that Data Cloud is provisioned and turned on. - A service plan is generated only when the case meets your eligibility criteria. See [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&release=264.0.0&type=5 "Learn how to control when Service Assistant creates a service plan."). - Service Assistant isn't supported on mobile apps (Salesforce mobile app, custom apps, Service Console on mobile/tablet). This limitation applies to native mobile apps, not web browsers accessed through mobile devices. Although Service Assistant appears in mobile web browsers, but full functionality isn't guaranteed. - Service Assistant only supports up to 2,000 concurrent users at a time. - URLs are supported in service plans. If your subagent instructions or knowledge articles contain URLs, they're rendered in the steps of a service plan. **Grounding and Data Masking** - Service Assistant is grounded in these data sources. See [Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&type=5&language=en_US). - Case data through Service AI Grounding (required) - Your service policies and practices transcribed in Agentforce topics and instructions (required) - Knowledge data through Agentforce Data Libraries (optional) - Standard and custom case object quick actions (optional) - Messaging and voice records (optional) - Each optional feature requires additional permissions. See [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). - For Service AI Grounding, keep these considerations in mind. - Service Assistant relies on Service AI Grounding, not context variables, for case data. Subagent selection and service plan generation are driven by the Subject and Description fields automatically set in Service AI Grounding, not by context variables passed through the agent session. Service Assistant can't access information such as Account or Contact associated with the case. - Service plans are grounded in the context of the ServicePlanner User's permissions. This means service reps can see grounded responses for fields and objects they don't have direct access to. Set your grounding configuration so that the ServicePlanner User's permissions align with the data access intended for your service reps. See [Service Assistant Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5 "Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps."). - Encrypted fields aren't supported for grounding. - Only String and Text Area type fields are supported for grounding. - Only text from Case Email, Case Comments, and Case Feed is supported. PDFs, images, and other attachments aren't used as grounding sources. - If you choose to ground with the case feed, you must provide Service Assistant access to the case feed. The agent has access to case emails and case comments by default. - You have the option to choose the Case fields you want to mask to prevent their exposure to Service Assistant with the Einstein Trust Layer. See [Select What Data To Mask](https://help.salesforce.com/s/articleView?id=ai.generative_ai_mask_select.htm&type=5&language=en_US). - Service Assistant can propose its own steps that aren't based on your grounding sources. Such steps are indicated with an asterisk (\*). Proposed steps appear when there isn't enough information in your subagents, instructions, or knowledge articles. **Agent Details** - As part of the Agentforce suite, Service Assistant has its own template and type in the Agentforce Builder: **Agentforce Service Assistant**. It's not officially categorized as an employee agent. - As part of the agent creation process, an agent user named ServicePlanner User is auto-created. It's set to the listed configuration, and the agent record is active by default. - Email: noreply@salesforce.com - Username: ServicePlanner User - Type: ServicePlanner - Profile: Einstein Agent - User license: Einstein Agent - Permission set: Service Planner User and Agentforce\_Service\_Assistant Permissions - The ServicePlanner User (the agent user) must have a User Role assigned. See [Create a User Role](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&type=5&language=en_US) and [Assign Users to Role](https://help.salesforce.com/s/articleView?id=platform.assigning_users_to_roles.htm&type=5&language=en_US). - Service Assistant supports translation for guidance plans for Case only. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&type=5&language=en_US). **Agent Testing** - Because Service Assistant creates service plans through a Lightning web component on the Case record page, service plans can't be tested in the [Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US) or [Agentforce Testing Center](https://help.salesforce.com/s/articleView?id=ai.agent_testing_center.htm&type=5&language=en_US). - You can perform a quick sanity check of your subagents and actions directly in Agentforce Builder, but testing how the subagents and actions are working in a service plan requires creating service plans on records. See [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&language=en_US). ## Other Considerations Review the languages, LLM models, and other functionality that Service Assistant supports. **Feature Language and Locale Support** - Service Assistant supports translation for gudiance plans for case only. Dynamic plans for both case and messaging aren't translated. The agent user's (ServicePlanner User) locale must be set to English. - The Service Assistant Setup page is translated into all supported languages and locales. **Feature Large Language Model Support** Service Assistant supports only OpenAI GPT-4. See [Large Language Model Support](https://help.salesforce.com/s/articleView?id=ai.generative_ai_large_language_model_support.htm&type=5&language=en_US). **Feature Region Support** Service Assistant supports only the GPT-4 Omni geo-aware model. See [Geo-Aware LLM Request Routing on the Einstein Generative AI Platform](https://help.salesforce.com/s/articleView?id=ai.generative_ai_platform_geo_aware_routing.htm&type=5&language=en_US). **Einstein Trust Layer Service Support** Service Assistant supports these subsets of Trust Layer services, as described in [Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_layer.htm&type=5&language=en_US). You can configure all Trust Layer services to your preferences. - Dynamic grounding with Service Data Retrieval: Relevant information from a Salesforce record is merged with the prompt to provide context. - Prompt Defense: System policies help limit hallucinations and decrease the likelihood of unintended or harmful outputs by the agent reasoning engine (LLM). - Data Masking: Sensitive information in prompts is masked before sending them to the large language model (LLM) - Toxicity Scores: Potentially harmful LLM responses are detected and flagged. - Audit and Feedback: Service plan ratings gathered with the Feedback component are logged and stored in Data 360. Feedback can be used to improve service plans. <!-- document id=16075a76fe51e29082bd6228182ebbea90d587045220e82987d958fbd98ab726 url=/admin/current/en-us/service/264-0-0/hr_svc_gen_tmplts.md --> # General HR Service Templates Manage standard workforce requests, personal profile updates, and operational workplace workflows with structured service templates. Consistent data collection helps teams route requests efficiently through manual fulfillment or custom flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Apply for Corporate Credit Card](https://help.salesforce.com/s/articleView?id=service.hr_svc_apply_corp_credit_card.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to apply for a corporate credit card. - **[Jury Duty Leave Notification](https://help.salesforce.com/s/articleView?id=service.hr_svc_jury_duty_leave_notif.htm&release=264.0.0&type=5)** Deploy this template to give employees a structured method to log jury duty leave alerts and hand off necessary compliance details. - **[Ergonomic Workplace Assessment](https://help.salesforce.com/s/articleView?id=service.hr_svc_ergonomic_wrkplc_assess.htm&release=264.0.0&type=5)** Deploy this template to provide employees with an intake standard to flag, request, and address work environment ergonomic adjustments. - **[Name Change or Personal Identity Update](https://help.salesforce.com/s/articleView?id=service.hr_svc_name_change_identity_upd.htm&release=264.0.0&type=5)** Deploy this template to construct a secure pathway for employees to declare legal name changes or modify core identity indicators. - **[Professional Membership and Certification Reimbursement](https://help.salesforce.com/s/articleView?id=service.hr_svc_prof_membership_cert_reimb.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request reimbursement for professional memberships and certifications. - **[Internal Departmental Transfer](https://help.salesforce.com/s/articleView?id=service.hr_svc_internal_dept_transfer.htm&release=264.0.0&type=5)** Deploy this template to standardize the process of transferring an employee to a new department, initiated either by a Manager or an HR Fulfiller. - **[Workplace Accommodation](https://help.salesforce.com/s/articleView?id=service.hr_svc_workplace_accommodation.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request physical or operational workplace accommodations. - **[Change Job Location](https://help.salesforce.com/s/articleView?id=service.hr_svc_change_job_location.htm&release=264.0.0&type=5)** Deploy this template to standardize requests regarding office relocations, moving between corporate sites, or transitioning to remote status. - **[Submit Resignation](https://help.salesforce.com/s/articleView?id=service.hr_svc_submit_resignation.htm&release=264.0.0&type=5)** Deploy this template to give employees a structured, confidential framework to submit a formal resignation or exit request. <!-- document id=d6e33920a30a843c3ac0c4deb65413abef01fc7e707253665ae101e8acb4da30 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_genrl_prnt.md --> # General IT Service Templates Use these templates to manage the lifecycle of general IT support and maintenance requests. Provide employees with structured intake forms for reporting technical issues and requesting general assistance, ensuring consistent data capture and automated fulfillment workflows for your IT service desk and support teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Report Compliance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_genrl_cmplnce_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way for reporting potential compliance issues. - **[Request General IT Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_genrl_genrl_it_spprt.htm&release=264.0.0&type=5)** Deploy this template to standardize all miscellaneous IT support requests that don't fit predefined catalog items. - **[Report Application Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_app_issues.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report application issues. - **[Report Internal Application Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_int_app_issues.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report technical issues with internal applications. - **[Report Salesforce Platform Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sf_plt_issue.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report Salesforce platform issues. - **[Report SSO Issues](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sso_issues.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report Single Sign-On (SSO) issues. - **[Request System Logs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_rqst_sys_logs.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the retrieval of system logs. <!-- document id=e7d09f4928e8657e926020bc26aea3bb51fa8daf8772d3f1b6510ee8779d05e1 url=/admin/current/en-us/service/264-0-0/sp_features_general.md --> # General Service Assistant Features Review the Service Assistant features that are available across all supported objects and plan types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5) - [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5) - [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5) - [Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5) - [Multiple Service Assistant Agents](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5) ## Service Plans A service plan is the core capability of Service Assistant. It provides a record summary and step-by-step resolution guidance grounded in your company data, such as subagents, knowledge articles, and related records. There are two plan types: guidance plans and dynamic plans. - Guidance plans provide a static checklist of steps that a service rep works through and that doesn't update in real time. They're supported only for cases and are good for cases with stable, predictable resolution workflows (left). - Dynamic plans provide a real-time, conversational workflow where Service Assistant creates each step one at a time based on the latest record information and updates each step as the record changes. They're supported for both cases and messaging sessions and are a good fit for issues where the resolution path shifts as new information arrives (right). ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_gp_dp.png) Service Assistant for Case supports both plan types. You choose which one to turn on from the Service Assistant Setup page. You can't turn on both at the same time. Service Assistant for Messaging supports dynamic plans only. Find more reference guidance in [Service Assistant Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&type=5&language=en_US). ## Agent Chat Agent Chat adds a two-way chat interface to Service Assistant so service reps can interact with the agent while working through a plan. Reps can ask questions, request clarification on a step, search the knowledge base, or ask Service Assistant to perform an action. Agent Chat is automatically available for dynamic service plans. Agent Chat for guidance plans is available only when you turn on Chat with Service Assistant in the Guidance Plans section of the Case tab on the Service Assistant Setup page. In addition, when you turn on Agent Chat for guidance plans, Service Assistant doesn't operate as a proactive agent. It doesn't automatically present knowledge information or actions, or update the checklist when there's new information in the case. To use Agent Chat for both guidance plans and dynamic plans, add the General CRM and General FAQ subagents to your Service Assistant agents. See [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US). ![Example of the Service Assistant chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat.png) Find more reference guidance in [Service Assistant Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US&type=5). ## Knowledge Grounding Service plans can include steps derived directly from your company's knowledge articles, which keeps guidance accurate and aligned with your current policies. Knowledge grounding is supported through Agentforce Data Libraries, which index your knowledge base into chunks. When a plan is drafted for guidance plans or started for dynamic plans, Service Assistant searches for and retrieves the most relevant information to fill any gaps left by your subagents and instructions with more specific details. All steps in a service plan are cited with hyperlinks to the articles. Where the citations appear differs between plan types. Guidance plans have a single Sources section at the bottom of the component that lists every article used to create the plan (left image). Dynamic plans show a Sources section at the bottom of each step that links to the article used for that step (right image). ![Service plan example with citation callouts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topic_ka_highlight\(3\).png) Custom permissions are required for the ServicePlanner User to incorporate knowledge data into a plan and for service reps to view knowledge-based steps. See [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&language=en_US). While Agentforce Data Libraries support multiple data types, Service Assistant certifies the use of only the knowledge data type. This doesn't prevent you from using other data types, but we don't provide best practices or permissions guidelines for those data types. Find more reference guidance in [Grounding Service Assistant with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5). ## Agent Actions Agent actions automate tasks in plan steps and surface directly to the service rep in the component. Service Assistant supports all standard Agentforce actions and you can build custom actions. We don't provide prebuilt actions for Service Assistant. [Custom Lightning types](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_enhance.htm&type=5&language=en_US) are supported. Setup of agent actions and custom Lightning types follows the standard Agentforce setup process. We provide only setup recommendations and guidelines. Actions are supported in both dynamic plans and guidance plans, but they behave differently. In dynamic plans, actions surface within plan steps for service reps to execute. Depending on how the action is configured, the action can also execute automatically. In guidance plans for a case, actions are supported only through Agent Chat. They don't surface directly in the service plan. To use agent actions, service reps explicitly request that Service Assistant perform an action in the chat. To provide direct automation of the plan steps for guidance plans, you can use quick actions. See [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&type=5&language=en_US). All actions are surfaced and executed in the context of the ServicePlanner User (the agent user). The user requires direct access and permissions to the function of the actions. All action permissions follow the standard Agentforce permissions. See [User Access for Standard Agent Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US). Find more reference guidance in [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_matching.htm&language=en_US). ## Multiple Service Assistant Agents Service Assistant supports the creation of up to 150 agents. Multiple agents let you specialize agents across business units, products, or service categories. You can assign each agent its own set of subagents, instructions, and data libraries. Setup requires that you create an autolaunched flow that takes the recordId as input and outputs the API name of the agent to assign to the record. Configure your flow, its routing conditions, and outcomes to match your business requirements. We don't provide a flow template. Find more reference guidance in [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&language=en_US). ## Translation Translation of servce plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported. All dynamic plans are shown only in English. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US&type=5). <!-- document id=20c78cc1e0b38474fd1d76cef01f6704be4abe40071b501faf401419a4da4f3b url=/admin/current/en-us/service/264-0-0/service_generate_knowledge_article_with_slk.md --> # Generate a Knowledge Article Draft with Self Learning Knowledge Self Learning Knowledge gathers and analyzes detailed customer data from chat and case channels to learn about customer behavior and preferences. You can monitor and interpret knowledge gaps from Tableau Next dashboards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, <strong>Developer</strong>, and <strong>Agentforce 1</strong> Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.</td></tr></tbody></table> Before you generate a knowledge article draft, [set up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&language=en_US). Connect the knowledge fields that you’re using to the out-of-the-box Self Learning Knowledge prompt template, **SLK Knowledge Creation**, before attempting to generate a knowledge article draft. 1. In the Knowledge Intelligence dashboard in Tableau Next, go to the **Contact Reason Insights** widget. 2. Select a contact reason, then go to the **Knowledge Recommendations** widget. 3. Click **Generate Recommendations** to get more detail about the contact reason. 4. Click **Generate Article Drafts**. Generating a knowledge article can take some time. You’ll get a notification after it’s done. ![Knowledge Recommendations widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/self_learning_knowledge_recommendations_widget.png) 5. Review the title and content of the generated knowledge article for accuracy and relevance to the case contact reason. 6. Save your work. <!-- document id=d3157f57db479b30c1f5d3cd58623e609f737e814b765c9b8babae14837368b1 url=/admin/current/en-us/service/264-0-0/voice_setup_report.md --> # Generate a Salesforce Report for Amazon Connect Usage and Billing View your Salesforce org’s Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Create a custom report type and then generate a report on your Salesforce org’s usage. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d157566e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">To create custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">Create and Customize Reports AND Manage Custom Report Types</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">To delete custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">Create and Customize Reports AND Manage Custom Report Type AND Modify All Data</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">To create, edit, and delete reports in private folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">Create and Customize Reports</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">To create, edit, and delete reports in public and private folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157566e69 ">Report Builder (Lightning Experience</td> </tr> </tbody> </table> 1. Create a [custom report type](https://help.salesforce.com/articleView?id=reports_defining_report_types.htm&language=en_US) for your org’s Amazon Connect usage. 1. From Setup, enter Report Types in the Quick Find box, then select **Report Types**. 2. Click **New Custom Report Type**. 3. Select your primary object. - To report on Amazon Connect usage (number of minutes) and costs (billing), select Salesforce Voice Usage and Cost. - To report on Amazon Connect metrics, select Salesforce Voice Minutes. - To report on Amazon Lex metrics, select Service Cloud IVR. 4. Enter the Report Type Label and the Report Type Name. The label can be up to 50 characters long. If you enter a name that is longer than 50 characters, the name gets truncated. The name is used by SOAP API. 5. Enter a description for your custom report type, up to 255 characters long. If you enter a name that is longer than 255 characters, the name gets truncated. 6. For the Category, select Other Reports. 7. For the Deployment Status, select Deployed. 8. Click **Next**. 9. Save your work. 2. [Build the report](https://help.salesforce.com/articleView?id=reports_build_lex.htm&language=en_US) in Lightning Report Builder. 1. In the Reports tab, click **New Report**. 2. Find the report type that you created in the previous step. 3. The report opens in edit mode and shows a preview. Add fields to your report as columns, group rows columns, filter the report data, and show or hide charts. Customize your report until it shows exactly the data that you need. To create a report that shows monthly AWS services and billing charges, filter the report by Billed AWS Service, UsageMonth, and UsageYear fields. Because this report type does not include a standard date field or default date filters, you must use the UsageMonth and UsageYear columns to filter for specific time ranges. When you filter by UsageMonth and UsageYear fields, this report shows minutes and charges for the specified month and year. To understand usage measurements, filter the report by Usage Unit and Usage Quantity. 4. When you save your work, give your report a name and a description. 5. To view report results, click **Run**. #### See Also - [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) - [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US) <!-- document id=a9d5e6375cbc634f3a4aeab3ab589079557e5f39b09b631937f25bbc03bedb18 url=/admin/current/en-us/service/264-0-0/voice_ac_generate_cert.md --> # Generate a Self-Signed Certificate with OpenSSL Use OpenSSL to generate an RSA private key and two certificates. You need one certificate to set up a secure connection between Amazon Connect and Salesforce and another certificate for the REST API integration. Repeat the steps to create both certificates. After generating the certificates, update your contact center definition file based on the certificate value if you've manually integrated your contact center. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important OpenSSL v1.1.1 must be used. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important The certificate expires after 1 year by default. You can change the expiration date. When the certificate expires, AWS services can’t talk with your Voice contact center. To ensure uninterrupted service, generate and upload a new certificate before the old certificate expires. 1. Create a folder for holding the generated certificate: ```html $ mkdir certificates ``` 2. Change the current directory to the certificates folder: ```html $ cd certificates ``` 3. In the certificates folder, specify a password and generate an RSA private key. Where it says `<your_password>`, specify your own password. ```html $ openssl genrsa -des3 -passout pass:<your_password> -out server.pass.key 2048 ``` 4. Create a key file from the `server.pass.key` file using the password that you created in the previous step: ```html $ openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key ``` 5. Delete the `server.pass.key`: ```html $ rm server.pass.key ``` 6. Request and generate the certificate: ```html $ openssl req -new -key server.key -out server.csr ``` 7. Enter the required information. 1. Enter your company details. 2. When prompted for the challenge password, press **Enter**. The Certificate Authorities use this password to authenticate the certificate owner when they want to revoke their certificate. You can’t revoke it via the Certificate Revocation List (CRL) because it’s a self-signed certificate. 8. Generate the SSL certificate: ```html $ openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt ``` The server.crt file is generated as the output. If you’ve manually integrated your contact center, copy the file content and update the values of the reqTelephonyIntegrationCertificate and reqTelephonyIntegrationKeyPairExpDate attributes in the contact center definition file. For more information on the attributes, see [Prepare Contact Center Definition File](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US). <!-- document id=67b8c51fba1dc216b1df7399e3afa687c574cf03b97a02ca178221fa6c6e4d22 url=/admin/current/en-us/service/264-0-0/pfs_activity_reports_generate.md --> # Generate Activity Reports Generate activity reports for specific request types to view information related to their status. You can generate a report for a request type that succeeded, failed, or both. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91526e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91526e80 ">To generate activity reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91526e80 ">Field Service Admin permission set AND Field Service Integration permission set</td> </tr> </tbody> </table> To generate an activity report, enter the report criteria to help you get the most relevant information related to scheduling and optimization requests that you ran and to identify related issues quickly. 1. From the App Launcher, find and select **Optimization Center**. Then, click **Activity Reports**. 2. For Date and Time, select the number of relative hours for the current date, or select a date range within the last 30 days and a time period of up to 24 hours. 3. Select the required request types and the relevant status. 4. Click **Generate Report**. The report can take a while to generate. When it’s ready, it appears in the Generated Reports section. 5. To view the report, in the Generated Reports section, click **Download** from the Actions menu of the file. The report downloads in a CSV file format. When you review the report output, pay attention to this information. - The Start Time (UTC), End Time (UTC), and Duration (in milliseconds) columns refer only to the start time, end time, and duration of a scheduling and optimization request that Field Service initiated. External processes such as data integration that is initiated before the request runs or triggers that are initiated after the request runs aren’t included. - The Object ID column shows the ID of the object associated with a specific scheduling and optimization request. For example, the ID of a service appointment related to a Schedule request. - The Optimization Request ID column shows the ID of the optimization request associated with the Resource Schedule Optimization, Global Optimization, and In Day Optimization request types. You can use the ID to retrieve the request and response files of the optimization request. See [Access Optimization Request Files](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files.htm&release=264.0.0&type=5 "Retrieve the request and response files of your optimization requests."). - The transaction ID column shows the transaction ID that’s automatically generated for the scheduling and optimization request. - The Error Label column shows the error code of errors that occurred during a scheduling and optimization request run. See [Field Service Enhanced Scheduling and Optimization Error Messages](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_error_messages.htm&type=5&language=en_US). - The Secondary Operations column indicates whether a scheduling and optimization request triggered secondary operations such as sliding that affect other service appointments. If such operations were triggered, the Details column shows the information related to these operations. The Secondary Operations column shows no information if a scheduling and optimization request fails and in cases related to Appointment Bundling request types. <!-- document id=31608a3883c6a390191835997908cab09a035506c17982341615446ce7f29128 url=/admin/current/en-us/service/264-0-0/web_to_case_html.md --> # Generate and Test Your Web-to-Case Form Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d100333e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100333e64 ">To set up Web-to-Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100333e64 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100333e64 ">To generate Web-to-Case HTML</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100333e64 ">Customize Application</td> </tr> </tbody> </table> 1. Complete the steps in [Prepare for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case_prereqs.htm&release=264.0.0&type=5 "Before setting up your web form with Web-to-Case, complete these steps.") and [Turn On and Customize Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5 "Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website."). 2. From Setup, enter Web-to-Case HTML Generator in the Quick Find box, then select **Web-to-Case HTML Generator**. 3. Select the fields to include on your Web-to-Case form. 4. If your organization has a self-service portal and you want web-generated cases to be visible to portal users, select **Visible in Self-Service Portal**. 5. Specify the complete URL to which customers are directed after they submit their information. For example, the URL can be for a “thank you” page or your company's home page. 6. If **Require ReCAPTCHA Verification** is selected on the Web-to-Case page in Setup, complete the reCAPTCHA fields. If you select that option after having already generated the HTML code, generate the code again to ensure that it includes the reCAPTCHA validation code. 1. Leave **Include reCAPTCHA in HTML** selected. 2. Enter the key pair that you obtained from Google and registered on the Salesforce Platform. Use the lookup to select a key pair that is already registered on the Salesforce Platform. 3. Leave **Enable Server Fallback** selected to prevent the loss of case traffic. If the Google reCAPTCHA server fails or goes offline and spam filtering isn’t available, this setting allows all case traffic through. 7. If your organization uses the Translation Workbench or has renamed tabs, select the language for the form labels displayed on your Web-to-Case form. The source of your Web-to-Case form is always in your personal language. 8. Click **Generate**. 9. Copy the generated HTML code and embed it into any page on your website. You can add it to multiple pages on your site. 10. Click **Finished**. To test the Web-to-Case form, add the line `<input type="hidden" name="debug" value="1">` to the code. This line redirects you to a debugging page when you submit the form. Don’t forget to remove it before publishing the Web-to-Case page on your website. #### See Also - [Turn On and Customize Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5 "Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website.") - [Prevent Spam Cases with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_enable_recaptcha.htm&release=264.0.0&type=5 "We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case.") <!-- document id=f2032d8f1673c1d46a5b82de9c6236230b38157827f41ce97ec5e834b911aba8 url=/admin/current/en-us/service/264-0-0/workforce_engagement_generate_evaluation_form.md --> # Generate Evaluation Form Use OmniStudio to package your active questions into a functional evaluation script. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67718e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67718e60 ">To build quality assessment scripts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67718e60 ">Quality Manager </td> </tr> </tbody> </table> 1. From the Service Console, go to **Assessment Questions** and click **Select Questions**. 2. In the assessment, enter Quality Management and add provide these details: - Name: A unique name - Language: English - Type: Enter a type such as Quality - Sub Type: Enter type such as Form For a given combination of Name, Type and Sub Type, only one evaluation form version must be active. 3. Select an assessment question category in the **Create Form** tab and drag the questions into the **OmniScript** tab. 4. Click **Add Steps** to structure the steps into logical sections to guide the analyst and use names for categories and steps. 5. To build the evaluation form, select **Build OmniScript**. 6. Preview the evaluation form. 7. Submit the changes and **Activate** the form. You can create and manage any number of evaluation forms for different assessment needs. <!-- document id=a955a51ae4d67a72048647b00e1030296c17ab9cdc65196bd0419abf16f49341 url=/admin/current/en-us/service/264-0-0/customize_selfservicegenerate.md --> # Generate Login HTML After enabling and customizing your Self-Service portal, generate the URL or HTML code where users will log in to your Self-Service portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d11908e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11908e54 ">To generate Self-Service portal HTML:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11908e54 ">Manage Self-Service Portal</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Self-Service Portal in the Quick Find box, then select **Settings**. 2. Click **Generate Login HTML**. 3. Insert the URL or HTML code provided into your portal’s Web page. 4. Click **Finished** to return to the Self-Service Settings page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can’t be logged into Salesforce and the Self-Service portal at the same time, with the same browser. For example, if you log into Salesforce and then the Self-Service portal using the same browser, your Salesforce session becomes invalid. Conversely, if you log into the Self-Service portal and then Salesforce using the same browser, your Self-Service portal session becomes invalid. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") <!-- document id=2ae1568794ac7519f7a10df2babc1561923e6e52cbf5659132a6dfa93061b60d url=/admin/current/en-us/service/264-0-0/fs_generate_pdfs_desktop.md --> # Generate Service Document PDFs on the Desktop Site With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the desktop site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38441e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38441e72 ">To generate service document PDFs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38441e72 ">Document Builder</td> </tr> </tbody> </table> Before generating PDFs from the desktop site, add the Create Service Document button to Work Order, Work Order Line Item, and Service Appointment page layouts. You must grant all users who generate PDFs access to the ServiceReportLanguage field on the Work Order object. You can grant access to this field by enabling Field Level Security settings. See [Field Permissions](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&type=5&language=en_US). 1. Go to a work order, work order line item, or service appointment. To demonstrate, we’re using a work order. 2. Click **Create Service Document**. If you’ve entered a value in the service document’s template field, you land on the corresponding template. Otherwise, if you set a default, but no Service Document Template ID for the record or for the associated Work Type, the default template loads. 3. Collect the required customer signature by having them type and sign their name. 4. If you can’t collect the signature, click **Can’t Collect Signature** and provide a reason. For example, you can record that the representative wasn’t present. 5. Click **Create PDF**. You get a popup message signaling that your request is queued. When your PDF is ready, you get a notification under the Global Notifications bell. 6. To access the PDFs you create, including an archive of your PDFs, navigate to the work order and click the Related tab. Then scroll down to Service Reports. 7. To view your PDF, click a service report name in the list view. #### See Also - [Generate Service Document PDFs on the Mobile App](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_mobile.htm&release=264.0.0&type=5 "With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the Field Service mobile app.") <!-- document id=42151c536728f033d529f21c172d7d8bd107f52a69940de70b0ac884c8233657 url=/admin/current/en-us/service/264-0-0/fs_generate_pdfs_mobile.md --> # Generate Service Document PDFs on the Mobile App With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14278e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14278e72 ">To create service document PDFs on the mobile app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14278e72 ">Field Service permission set license for mobile AND Document Builder</td> </tr> </tbody> </table> To use Document Builder on the Field Service mobile app, you must add the Service Report related list to the Service Appointment page layout assigned to your mobile user’s profile. You must also create default templates for Work Order, Service Appointment, and Work Order Line Item. You must grant all users who generate PDFs access to the ServiceReportLanguage field on the Work Order object. You can grant access to this field by enabling Field Level Security settings. See [Field Permissions](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&type=5&language=en_US). Before generating service document PDFs on the Field Service mobile app, enable push notifications on your device. Document Builder uses push notifications to let you know your PDF is ready and error messages let you know when something’s gone wrong. 1. Go to a work order, work order line item, or service appointment. Here, we demonstrate with a work order. 2. Click the **Actions** launcher, and then **Create Service Document** You’re redirected to a preview of the Work Summary template, which shows the customer details and work completed and prompts you to collect a signature from the customer. 3. Collect the required customer signature by having them type and sign their name. 4. If you can’t collect the signature, click **Can’t Collect Signature** and provide a reason. For example, you can record that the representative wasn’t present. 5. Click **Save**, and then click **Generate Document** on the following window. A popup notifies you when the document generation is complete. If you don’t see a popup and the process taking a long time, pull down to refresh the page. If you’re offline, your document is added to a queue. 6. Click the notification, which takes you back to the Field Service mobile app, where you can see the final PDF of the work summary. This PDF is accessible from the overview tab on the given work order. If you haven’t set a field value or default template, mobile workers can’t generate a document. When they click **New Service Document**, they get an error message. #### See Also - [Generate Service Document PDFs on the Desktop Site](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_desktop.htm&release=264.0.0&type=5 "With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the desktop site.") <!-- document id=89761a8243c040ecb58a95d7a936a52652234ec7e2551569010f352d0eaaa74b url=/admin/current/en-us/service/264-0-0/fs_work_plans_generate_work_plans.md --> # Generate Work Plans Generate work plans automatically on work orders and work order line items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47061e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47061e69 ">To generate work plans on a work order or work order line item:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47061e69 "> <p>Edit and Read on work order or work order line item</p> <p>Read and View All Records on work plan templates and work step templates to use the Add Work Plan and Generate Work Plans actions</p> <p style="margin-bottom:0;">Read on work plan selection rules</p> </td> </tr> </tbody> </table> After you define templates and rules, you can generate work plans on new or existing work. Here’s how to generate work plans on a new work order or work order line item. 1. In the app launcher, click **Work Orders** or **Work Order Line Items**. 2. Click **New**. 3. To match the trigger in your selection rule, select one or more fields. For example, select Work Type. ![New Work Order](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_generate_on_new_work_order.png) 4. Click **Save**. 5. To see the work steps and work plans that your rules generated, open the work order or work order line item, and view the Work Plans Lightning web component. ![Work Plans Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_generated_work_plans_on_work_order.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have customizations such as validation rules or lookup filters that prevent the creation of a work step connected to a work plan, that work plan doesn’t auto-generate. On a work order or work order line item, you can select **Generate Work Plans** from the action menu. When columns in a rule match a field in the work order or work order line item, the rule generates a work plan on that record. This action doesn’t change preexisting work plans, but it’s a handy way to add a plan. <!-- document id=e4e235f4fbfb3334b9e62b06ad6fdbcd6e9eeddfefed490e22f79eb9ac4b89fa url=/admin/current/en-us/service/264-0-0/fs_geolocation_based_action_fields.md --> # Geolocation-Based Action Fields Geolocation-Based Actions have the following fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d136488e67">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d136488e70">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Action Data</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 "> <p>The details of the selected action type.</p> <p>Action Data is given in JSON format.</p> <ul> <li>For the Platform Alert action type, no Action Data is needed. </li> <li>For the View Record action type, the JSON format is of the ID of the record. For example, <samp class="parmname">{"viewRecord": "1WLxx000000003FGAQ"}</samp>. </li> <li>For the Quick Action action type, the JSON format is the API name of the quick action as it’s shown in the page layout. For example, <samp class="parmname">{"quickAction": "Global.LogACall"}</samp>. Quick actions must be of type Flow, Lightning Web Component, or Create and Update Record.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Action Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 "> <p>The type of action. Possible values are:</p> <ul> <li>Platform Alert</li> <li>Quick Action</li> <li>View Record</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">The description of the action.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">First Time Triggered</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">Captures the first time the mobile worker invoked this action.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Last Time Triggered</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">Captures the last time the mobile worker invoked this action.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">The name of the action.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Radius (in meters)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">The distance in meters from the location of the associated object that triggers the action. The minimum radius is 100 meters.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Reference Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 ">The ID of the record that the action is associated with.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e67 ">Trigger Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d136488e70 "> <p>Determines when this action is triggered. </p> <p>Possible values are:</p> <ul> <li>Enter</li> <li>Exit</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Geolocation-Based Actions](https://help.salesforce.com/s/articleView?id=service.fs_glba.htm&release=264.0.0&type=5 "Leverage an automation layer by adding geolocation-based actions to your mobile workers’ daily journey.") <!-- document id=6bafdd4ed9692f182c42c6dddc5b39ef7404216fdcca80415e90b8b7f80e2bde url=/admin/current/en-us/service/264-0-0/fs_glba.md --> # Geolocation-Based Actions Leverage an automation layer by adding geolocation-based actions to your mobile workers’ daily journey. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## What’s a geolocation-based action? Geolocation-Based Action is a Salesforce object that lets you automate actions when mobile workers enter or exit a geofence. For an explanation about the object’s fields, see [Geolocation-Based Action Fields](https://help.salesforce.com/s/articleView?id=service.fs_geolocation_based_action_fields.htm&release=264.0.0&type=5 "Geolocation-Based Actions have the following fields."). ## What types of geolocation-based actions are there? You can create three types of geolocation-based actions. - [Platform Alerts](https://help.salesforce.com/s/articleView?id=service.fs_glba.htm&release=264.0.0&type=5): Silently logs a timestamp based on the mobile worker’s location when they arrive or leave a job site. You can run mobile screen flows using platform alerts and specify the quick action flow in the action data. - [Quick Actions](https://help.salesforce.com/s/articleView?id=service.fs_glba.htm&release=264.0.0&type=5): When the mobile worker arrives or leaves a job site, a quick action pops up. - [View Records](https://help.salesforce.com/s/articleView?id=service.fs_glba.htm&release=264.0.0&type=5): When the mobile worker arrives or leaves a job site, a record opens. ## How do I set up geolocation-based actions? You can create a geolocation-based action manually for a specific mobile worker or set up an automation that lets you create actions at scale for all your mobile workers. For testing purposes, we recommend that you first set up one action so that you can see how it works. Then you can set up flows to automate the actions for you. See [Set Up Geolocation-Based Actions for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_lba_parent.htm&release=264.0.0&type=5 "Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or after their service appointments and also at other locations like dispatch centers (service territory or service territory members)."). ## How can I use geolocation-based actions? The options are endless, but if you want to get some ideas, take a look at these examples. ![Action Type: Platform Alerts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Action Type: Platform Alerts **What?** Automate Site Check-Ins and Check-Outs **Why?** Keep track of the times that mobile workers arrived and left job sites. With automated timestamps for geolocation-based actions, you can then create reports that give insights on the time that mobile workers spend at each location. Timestamps are captured even when the mobile app is offline and are more reliable than the manual input given by mobile workers. **How?** Create two geolocation-based actions. The first action is silently triggered by a platform alert when the mobile worker arrives at a location. The second action is silently triggered by a platform alert when they leave the location. Then create a report that lists the timestamps of the first check-in and the last check-out. This lets you take into account that it’s possible that the mobile worker has come and gone more than one time. See [Build a Report](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_build.htm&type=5&language=en_US). ![Location-based actions report showing timestamps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_glba_report.png) ![Action Type: Quick Actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Action Type: Quick Actions **What?** Get Mobile Workers to Complete a Site Arrival Checklist **Why?** Keep the workers and your customers safe by making sure that mobile workers never forget to fill out your site arrival checklist. **How?** Create a quick action that opens a checklist. Then create a geolocation-based action that prompts the mobile worker to open the checklist when they arrive at a location. ![Site Arrival Checklist in the app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_lba.png) ![Action Type: View Records](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Action Type: View Records **What?** Show Mobile Workers the Work Plans **Why?** Give mobile workers the information they need to get the job done. **How?** Create a geolocation-based action that prompts the mobile worker to view a record when they arrive at a location. ![Action Type: Quick Actions or Platform Alert](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Action Type: Quick Actions or Platform Alert **What?** Track Mobile Worker's Location for Safety and Get Their Real-time Location. **Why?** Keep ‌workers safe and your customers informed with automated location-based notifications on the app when ‌workers arrive at the office or pass by a work facility. **How?** When a mobile worker arrives at headquarters, the app automatically clocks them in using service territory. As they move closer to the warehouse, they receive a notification about missing parts. So they can quickly pick up spare parts on the go. Next, when they arrive at the gathering area, the app notifies the shift manager. Finally, when the employee returns from servicing a high-risk area, a message is sent to the service territory manager. ![Geo-location-based action with service territory support](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_glba_serviceterritory.png) - **[Set Up Geolocation-Based Actions for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_lba_parent.htm&release=264.0.0&type=5)** Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or after their service appointments and also at other locations like dispatch centers (service territory or service territory members). - **[Automate Geolocation-Based Actions](https://help.salesforce.com/s/articleView?id=service.mfs_lba_automate.htm&release=264.0.0&type=5)** Set up a flow to automate your actions at scale for all your mobile workers. #### See Also - [Geolocation-Based Action Fields](https://help.salesforce.com/s/articleView?id=service.fs_geolocation_based_action_fields.htm&release=264.0.0&type=5 "Geolocation-Based Actions have the following fields.") <!-- document id=1a4cf76ae3ea8e88b2c07d5c883c699fe775679b76d252caa34ee02c2796fa1f url=/admin/current/en-us/service/264-0-0/pfs_copilot_dispatcher_get_daily_summary.md --> # Get a Daily Scheduling Summary with Agentforce Agentforce enables you to get an immediate overview of all of the critical service appointments that require your attention today. The summary includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the overview also includes appointments with rule violations and overlapping appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d56399e87">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d56399e87 ">To access Field service agent actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d56399e87 ">Access Agent Topics and Actions for Field Service</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d56399e87 ">To use Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d56399e87 ">Use Agentforce Default Agent </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The summary is created only for today, according to your time zone. 1. To use the AI agent, open the Agentforce panel and ask to create a schedule summary by using a phrase such as “Summarize my schedule” (1). For example utterances, see [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria."). The AI agent shows the summary (2) for each category. 2. In addition to displaying the overview, the AI agent creates filters for each category for you in the filters list (3). You can access these filters from the My Agentforce Summaries section of the filter list to take immediate action. You can use the tooltip to view a description of each filter. To show the appointments in the appointment list, select one of the filters (4). ![AI agent summary](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/summary_action.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you ask the AI agent for a schedule summary, you get a summary for all territories visible in the Gantt. If you ask for a schedule summary for all territories, you get a summary for all territories you have access to. #### See Also - [Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5 "You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria.") <!-- document id=f15f0711909f09da11cff09c5a073a0a958f0eaae56c47de49bb416403c9f76e url=/admin/current/en-us/service/264-0-0/hr_svc_get_all_onboarding_wizards.md --> # Get All Onboarding Wizards Action Retrieves a summary of all onboarding wizards available in HiBob, including wizard name, ID, and description. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d151613e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d151613e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151613e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d151613e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetAllOnboardingWizards</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get All Onboarding Wizards</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">List of Wizards, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me the available onboarding wizards." - "What onboarding wizards can I use?" - "List all onboarding wizards." <!-- document id=a3b5e14d25e3efb5f6835122ba532def5b043143aefb8baf6272b5ef8bdee1b0 url=/admin/current/en-us/service/264-0-0/access_conv_data_using_conversation_entries.md --> # Get Conversation Data Using Connect REST API This method is for programmatically fetching one specific transcript at a time and is primarily used by developers. You can use the Conversation Entries Connect REST API to access individual conversations and their associated conversation entries. It is ideal for building a custom component that displays a chat history on a case page or for showing a customer their past conversations in an external portal. It isn’t for bulk data extraction. For more information, see [Accessing Conversation Data](https://developer.salesforce.com/docs/service/messaging-object-model/guide/messaging-object-model-access-data.html). ## Considerations for Using Connect API - **Rate Limits**: The API is limited to a certain number of calls per user, per hour. Attempting to pull thousands of records will quickly hit this limit. The default rate limit is 1,000 calls per application per user per hour. You can request an increase to this limit. If the limit is increased, the hourly restriction is removed, and calls will only be limited by the organization's much larger daily API limit. - **Active Session Limits**: Each of your call to the Connect REST API marks the conversation as active, which is counted towards your organization’s [simultaneous active conversation limit](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&type=5&language=en_US). If you exceed this limit, errors and disruptions can occur. To avoid this, it's crucial to minimize unnecessary or excessive calls. - **Text-Only**: The API returns text-only transcripts. It doesn't include rich media like images or buttons. - **No Bot Messages**: Messages sent by bots aren't included in the API response. - Voice call entries aren’t tied to the voice call record until the call ends. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The [Conversation Data GET Conversation Entries API](https://developer.salesforce.com/docs/service/conversation-data-api/references/conversation-data-api-reference?meta=getConversationEntries) is an alternative to the Connect REST API with fewer limitations. Use the Conversation Data GET API to fetch transcripts from all ConversationEntry types, including rich content, URLs, and bot messages. <!-- document id=08c6994f4561dd7b79b80d5d78357c42f5937f708f386bafd387e2d0aa85df69 url=/admin/current/en-us/service/264-0-0/es_get_direct_deposit_details_action.md --> # Get Direct Deposit Details Action Employees use this action to fetch their direct deposit details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d147423e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d147423e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147423e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d147423e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetDirectDepositDetails</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Direct Deposit Details</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Named Credential</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Direct Deposit Details, Status Message, Response Code</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “Get my bank account details.” - “Which bank account is linked to my payroll direct deposit?” - "Is my payroll direct deposit linked to a savings or checking account?" <!-- document id=640add1a3de51773fb2e6f0e200682b517b7ef224c7697624c4003fbd60f510d url=/admin/current/en-us/service/264-0-0/afcc_sv_e911_compliance.md --> # Get E911 Compliant Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103993e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103993e69 ">To enable e911 services:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103993e69 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> The Emergency Calling Services (e911) configuration on this page applies only to orgs using RedSky as the emergency calling provider. Completing these steps creates and manages your emergency calling setup on the RedSky system. If your org uses Bring Your Own Carrier telephony, this configuration doesn't apply to the org. E911 calls placed through Bring Your Own Carrier numbers aren't routed to RedSky or through the RedSky-based PSAP/Emergency Call Center flow described in this article. They're treated as standard outbound calls and routed through your carrier's normal call routing, without RedSky location tracking, PSAP-based routing, or internal emergency-team alerting. If you use Bring Your Own Carrier in Agentforce Contact Center, work with your telephony carrier to understand its emergency-calling capabilities and compliance obligations, and consider providing your reps an alternate way to reach emergency services. ## Set Up e911 Enable reps to contact 911 emergency services. This process creates an org on the RedSky system and adds you as an admin. After you turn on e911 services in your org, you can’t turn it off . 1. From Setup, use Quick Find to open **Emergency Calling Services**. 2. Turn on **e911 Calling Services**. 3. Accept the terms of use. You get an email with instructions to reset your credentials on RedSky. 4. After you reset your credentials, [create accounts for other admin](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Configuration.htm) users, and assign admin permissions. ## Limitations Emergency calls placed through your org are handled differently than traditional phone services because VoIP calls can be made from anywhere the org user can access the internet. Org users must update their location information in the portal because emergency calls are routed to the nearest PSAP for that location. The user must provide their location and call-back number to the operator who answers the emergency call. Emergency calling functionality is currently only supported in the US and Canada. Users who aren't located in the US and Canada who place emergency calls will not be routed through their local operators. Emergency calling will not work in certain circumstances, including but not limited to the following: - If the equipment used to make calls fails, malfunctions, or isn't configured properly. - If the user has a power outage, suspension, disconnection of internet services, or is using a device that no longer has power. - If your service has been suspended or terminated. - If the user fails to provide updated or inaccurate location information prior to placing an emergency call. Consider providing your org users an alternate means or process for accessing emergency calling services, including providing access to traditional phone services for the purpose of placing emergency calls. Salesforce, nor its affiliates, are not liable for any damages resulting from an emergency call or the inability to place or complete an emergency call by using our services. ## Add Service Rep Information to RedSky Create a .csv file of all service reps with emergency information and then upload that to RedSky. Org users aren't automatically synced with RedSky and must be done manually by the admin. 1. From Setup, use Quick Find to open **Emergency Calling Services**. 2. From the Export Users section, click **Download**. A .csv file is downloaded with names for all users in your org. 3. Edit the .csv file to delete any users that you don’t want to send to RedSky. Add more user information in the file, like email address, first name, last name, phone number, and call back number which is helpful for emergency services during a crisis. 4. Save your changes. 5. Import this [data to RedSky](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Importing.htm?rhhlterm=upload%20uploaded%20csv&rhsearch=upload%20csv). The user details in the file are used to create a corresponding user in the RedSky environment and associated with the information that you’ve included in the file. An email is sent to all the users with login credentials and instructions to install the MyE911 desktop client. 6. To customize this email, see [Alert and Email Templates](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Configuration.htm). 7. To add a single user directly in RedSky, see [Add a User](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Configuration.htm). If you upload a new set of data to RedSky, accounts are created only for new users added. ## Configure Alerts to Internal Response Teams Send email or SMS alerts to internal teams (or even specific buildings or floors) during an emergency call . To set up alerts, see [Alert and Email Templates](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Configuration.htm). ## Install Desktop Client or Use Browser-Based Client Reps can install the desktop client or use the browser-based client to add location information so the operator can access it if there is an emergency.  When your location information is available, emergency calls are automatically routed to the nearest PSAP. If you haven’t entered a valid location or installed the MyE911 client, the call is routed to the Emergency Call Center. 1. Install the e911 desktop client for [Windows](https://resources.e911cloud.com/help/RedSky/MyE911_User_Guide_Windows/Installation.htm) or [Mac](https://resources.e911cloud.com/help/RedSky/MyE911_User_Guide_Windows/Installation.htm). 2. Add a personal location and [set it to your current location](https://resources.e911cloud.com/help/RedSky/MyE911_User_Guide_Windows/My_Location/Adding_a_Personal_Location_and_Setting_It_to_Your_Current_Location.htm). The [browser-based client](https://resources.e911cloud.com/help/RedSky/MyE911_User_Guide_macOS/MyE911_Lite/User_Authentication.htm) also supports virtual desktops and virtual private networks (VPN). Reps must login to the browser-based client and then always keep the tab open on their system. We recommend installing and using the desktop client. ## Install Desktop Client or Use Browser-Based Client Manage information that you want to share with emergency operators. 1. After the admin creates users on RedSky, an email is sent to all the users with login credentials 2. Users must change their password on the first login. 3. Update any information in your profile. ## Update Callback Number Set your callback number so emergency services have your information if there is an emergency.  If reps are working from a new location or don’t have access to their regular callback number, they can update their callback number from the desktop client or the browser-based client. For instructions, see [Horizon Assist Portal](https://resources.e911cloud.com/help/RedSky/Horizon_Assist_Integration_and_User_Guide/Horizon_Assist_Portal.htm). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Make sure you provide a valid callback number. If your callback number isn't updated, it delays routing your call to PSAP. ## View Reports Download and run reports on demand or schedule them in advance as needed To see available reports, go to [Red Sky reports](https://resources.e911cloud.com/help/RedSky/E911_Anywhere_HM_Customer_Admin_Guide/Reports.htm). <!-- document id=4ca3eacd0885fb95067f90122272cc6661dd55ef3350049ccc65ecf569bcaddc url=/admin/current/en-us/service/264-0-0/hr_svc_get_emp_case_id.md --> # Get Employee Case By ID Action Retrieves details of one of the logged-in employee's own cases by its case number, including subject, description, status, priority, and origin. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d80254e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80254e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80254e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d80254e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetEmployeeCaseById</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Employee Case By ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Case Number</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Case Number, Subject, Description, Status, Priority, Origin, Error Message, Is Success</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me the details of <case number>." - "What's the status of my <case number>?" - "What's the origin and priority of my <case number>?" <!-- document id=ceafbdf99767c03b088f4ab8c0993b72b2dfd6f5a63363ebf24e6ffd361a1659 url=/admin/current/en-us/service/264-0-0/hr_svc_get_emp_cases.md --> # Get Employee Cases Action Retrieves the list of cases belonging to the logged-in employee. Returns the employee's own cases as a JSON list along with a count of how many cases were found. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d127963e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d127963e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d127963e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d127963e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetEmployeeCases</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Employee Cases</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Case Count, Cases JSON, Error Message, Is Success</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me all my support cases." - "How many open cases do I have?" <!-- document id=824f1ba8baf1469cd3703654b6620aaeb81174ac3bddcb837c5c20c5ec3baab3 url=/admin/current/en-us/service/264-0-0/hr_svc_get_emp_goals_tool.md --> # Get Employee Goals Action Employees and managers use this action to retrieve and view current performance goals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d85008e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85008e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85008e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d85008e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetEmployeeGoals</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Employee Goals</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Employee ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Employee Goals List, Status Message, Response Code</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me my current performance goals." - "What are my active objectives for this year?" - "Pull up my team's goal tracking sheet." <!-- document id=bf22636e9aa142b791948b1b228192c9f0bee33cec5c8b0bc9a822f2a03441c0 url=/admin/current/en-us/service/264-0-0/hr_svc_emp_prfl.md --> # Get Employee Profile Action Employees use this action to get their profile information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d106708e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106708e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d106708e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d106708e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This action queries Salesforce Core. You can use it if your employee data is stored in or synced with Salesforce Core. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">GetEmployeeProfile</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Flow</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p style="margin-bottom:0;">Get Employee Profile</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td> <td class="slds-cell-wrap" style="vertical-align:top;">User Input</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td> <td class="slds-cell-wrap" style="vertical-align:top;">User Details and User Details Output Map</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td> <td class="slds-cell-wrap" style="vertical-align:top;">No</td> </tr> </tbody> </table> <!-- document id=cb3bc1678ea7ee12eb78f37c782c22fdb1493b7ea6a101ebbaa832f0471662f4 url=/admin/current/en-us/service/264-0-0/hr_svc_get_emp_for_shift_swap.md --> # Get Employees For Shift Swap Action Gets eligible employees for shift swapping by retrieving roster records from Deputy for other employees who are scheduled on a specific shift date. Use when the user wants to swap shifts or see who is available to swap shifts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d134367e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d134367e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134367e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d134367e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetEmpForShiftSwap</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Employees For Shift Swap</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Shift Date</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Eligible Employees Roster Data</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Who can I swap my Friday shift with?" - "Find someone to cover my shift." - "Show me employees available to swap shifts on Saturday." <!-- document id=a80f357f5910c2591bd7c62a1b025140b0b3709e7962224f1138e0c4f769d663 url=/admin/current/en-us/service/264-0-0/es_get_enablement_program_action.md --> # Get Enablement Program Action Employees use this action to fetch the employee enablement programs that they are enrolled in, as well as those their direct reportees are enrolled in. You need to provide the full username (first name and last name) for this action to work. If a manager has more than 2 reportees with the same first and last name, the action will not work and may bring data for any one of them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d76052e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d76052e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76052e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d76052e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). The Get Enablement Program action fetches employee enablement program details for up to 3 reportees per manager. For each reportee, the action fetches details for up to 10 employee enablement programs. To fetch employee enablement program details, this action can handle up to 3 reportees per manager. It can retrieve details for up to 10 enablement programs for all 3 reportees. If the user requests all enablement programs or details about a specific program, the Action will only fetch the metadata, not the assignee details or progress details for each program. To ensure managers can view the enablement program data of their direct reportees, create sharing settings that give managers access to the employee records of their reportees. This ensures that managers can see the necessary data for their direct reports. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetEnablementProgram</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard invocable Action</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Enablement Program</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Filters (mandatory), User IDs, Program Name</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Program Summary</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this Action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “Get me my completed enablement tasks and enablement programs.” - “Get all the in-progress programs.” - "Get all the tasks assigned to my reportees." <!-- document id=9ed70e84dbfc6bc40edf200f6303560c6e6ab729fad7684cf02103ae708627ca url=/admin/current/en-us/service/264-0-0/es_get_expense_items_action.md --> # Get Expense Items Action Employees use this action to get the expense report items for various expense categories. For example, the Travel category can include airfare and transport. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d169768e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d169768e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d169768e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d169768e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetExpenseReportItems</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Expense Report Items</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Expense item details</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> <!-- document id=f025fbece757372013972e6f52a83afc750b92d063e7aaf072829c84e5face72 url=/admin/current/en-us/service/264-0-0/messaging_byoc_get_support.md --> # Get Expert Support for Bring Your Own Channel for CCaaS Get help with Bring Your Own Channel for Contact Center as a Service (CCaaS) directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your CCaaS provider. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_byoc_get_support__d498e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_byoc_get_support__d498e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## When to Contact Salesforce Support All Bring Your Own Channel customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your CCaaS provider, see the additional support guidance in the next sections. ## When to Contact Your CCaaS Provider **Bring Your Own Channel for CCaaS** If you’re using Bring Your Own Channel for CCaaS, contact your CCaaS provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support. Here’s when to contact Salesforce Customer Support versus your CCaaS provider for Bring Your Own Channel for CCaaS. | Topic | Contact Salesforce | Contact Your CCaaS Provider | | --- | --- | --- | | Billing related to your CCaaS service |   | X | | BYOC for CCaaS licenses | X |   | | Salesforce contact center setup | X |   | | Lightning Service Console | X |   | | Omni-Channel and Command Center for Service | X |   | | Presence syncing |   | X | | Messaging session routing |   | X | | Messaging session transfer |   | X | | Outbound file attachment capabilities |   | X | | Salesforce Einstein services | X |   | | Salesforce reporting and analytics | X |   | | Single sign-on |   | X | **Amazon Connect Chat and Messaging** If you’re using Amazon Connect Chat, where Amazon is your Bring Your Own Channel for CCaaS provider through Salesforce Contact Center with Amazon Connect (SCC-AC), contact the AWS support team about issues related to their service or SCC-AC. For issues related to Salesforce features, contact Salesforce Support. Here’s when to contact Salesforce Customer Support versus AWS support for Amazon Connect Chat and Messaging. | Topic | Contact Salesforce | Contact AWS | | --- | --- | --- | | Amazon Connect Chat setup |   | X | | Amazon Connect for Salesforce Lightning utility component |   | X | | Amazon Connect post-contact summaries |   | X | | Amazon Lex bot configuration |   | X | | Billing | X |   | | BYOC for CCaaS licenses | X |   | | Salesforce contact center setup | X |   | | Salesforce Contact Center with Amazon Connect contact center setup |   | X | | Lightning Service Console | X |   | | Omni-Channel and Command Center for Service | X |   | | Presence syncing | X |   | | Chat routing |   | X | | Chat transfer |   | X | | Outbound file attachment capabilities |   | X | | Salesforce Einstein services | X |   | | Salesforce reporting and analytics | X |   | | Single sign-on |   | X | #### See Also - [Get Expert Support for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&language=en_US) <!-- document id=356f202b60fd1054ed5846e3173d8e65549afdbac349e37a3a1a1c859361bd96 url=/admin/current/en-us/service/264-0-0/partner_messaging_get_support.md --> # Get Expert Support for Bring Your Own Channel for Messaging Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_get_support__d169e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_get_support__d169e2076" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. ## When to Contact Salesforce Support All Bring Your Own Channel customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your messaging provider, see the additional support guidance in the next sections. ## When to Contact Your Messaging Provider If you’re using Bring Your Own Channel for Messaging, contact your messaging provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support. Here’s when to contact Salesforce Customer Support versus your Messaging provider for Bring Your Own Channel for Messaging. | Topic | Contact Salesforce | Contact Your Messaging Provider | | --- | --- | --- | | Billing related to your Messaging service |   | X | | BYOC for Messaging licenses | X |   | | Lightning Service Console | X |   | | Omni-Channel and Command Center for Service | X |   | | Outbound file attachment capabilities |   | X | | Salesforce Einstein services | X |   | | Salesforce reporting and analytics | X |   | <!-- document id=bf7adb8f7ddf3ca33878a46a0e3e0ae23eb4452cd285fd090d46571636525798 url=/admin/current/en-us/service/264-0-0/voice_expert_support.md --> # Get Expert Support for Salesforce Voice Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## When to Contact Salesforce Support All Salesforce Voice customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your telephony provider, see the additional support guidance in the next sections. Salesforce Standard support is included with Salesforce Voice. Salesforce Premier, Premier Plus, and Signature/Priority support plans are also available. ## When to Contact Salesforce Security Contact Salesforce Security directly if you encounter any security vulnerabilities for the Salesforce Voice lambda functions. The security team will work with you to evaluate the issue and contact the relevant product team for additional support if required. For more details on contacting Salesforce Security, see [Contact Security](https://security.salesforce.com/contact/). ## When to Contact Your Telephony Provider **Salesforce Voice with Amazon Connect** If you’re using Salesforce Voice with Amazon Connect, contact Salesforce for questions about Salesforce and Amazon Connect. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. | Topic | Contact Salesforce | Contact AWS | | --- | --- | --- | | Salesforce | X |   | | Amazon Connect | X |   | **Salesforce Voice with Partner Telephony** If you’re using Salesforce Voice with Partner Telephony, contact your telephony provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support. Here’s when to contact Salesforce Customer Support versus your telephony provider for Salesforce Voice with Partner Telephony. | Topic | Contact Salesforce | Contact Your Telephony Provider | | --- | --- | --- | | Billing related to your telephony service |   | X | | Call quality |   | X | | Call recording |   | X | | Call transcription |   | X | | Contact center setup |   | X | | IVR configuration, data fetching, and call routing |   | X | | Lightning Service Console | X |   | | Omni-Channel and Command Center for Service | X |   | | Phone number availability, provisioning, and porting |   | X | | Presence syncing |   | X | | Salesforce Einstein services | X |   | | Salesforce reporting and analytics | X |   | | Single sign-on |   | X | | Telephony limits—for example, the maximum number of concurrent calls or phone numbers per instance |   | X | **Salesforce Voice with Partner Telephony from Amazon Connect** If you’re using Salesforce Voice with Partner Telephony from Amazon Connect, contact AWS Support about issues related to their service and Salesforce Contact Center for Amazon Connect (SCC-AC). For issues related to Salesforce features, contact Salesforce Customer Support. Here’s when to contact Salesforce Customer Support versus AWS Support for Service Cloud Voice with Partner Telephony from Amazon Connect. | Topic | Contact Salesforce | Contact AWS | | --- | --- | --- | | Billing |   | X | | Call quality |   | X | | Call recording | X |   | | Call transcription | X |   | | Salesforce contact center setup | X |   | | Lightning Service Console | X |   | | Omni-Channel and Command Center for Service | X |   | | Phone number availability, provisioning, and porting |   | X | | Presence syncing | X |   | | Salesforce-provided Amazon Connect flows | X |   | | Salesforce-provided Lambda functions | X |   | | Salesforce Einstein services | X |   | | Salesforce reporting and analytics | X |   | | Salesforce Unified Routing with Omni-Channel | X |   | | Salesforce Contact Center with Amazon Connect contact center setup |   | X | | Salesforce Contact Center with Amazon Connect-provided Amazon Connect flows |   | X | | Salesforce Contact Center with Amazon Connect-provided Lambda functions |   | X | | Salesforce Contact Center with Amazon Connect: Amazon Connect Chat and Messaging |   | X | | Salesforce Contact Center with Amazon Connect: Amazon Connect Unified Routing |   | X | | Single sign-on | X |   | | Telephony limits—for example, the maximum number of concurrent calls or phone numbers per instance |   | X | #### See Also - [Get Expert Support for Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.messaging_byoc_get_support.htm&language=en_US) <!-- document id=16b1d75dd706b67c3264657bb999bc501b5167c6918f83b425c88eb779d899e9 url=/admin/current/en-us/service/264-0-0/omnichannel_agent_get_help_from_supervisor.md --> # Get Help from a Supervisor While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is available for the Voice, Enhanced Messaging, Enhanced Chat and Legacy Chat channels. To use this feature for a legacy chat session, your administrator must first enable it in the chat agent configuration settings. This feature is automatically available for other channels. 1. To raise a flag in Call Controls for calls, the Conversation component for messages, or the interaction pane for chats, click the Flag button (![Flag button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_raise_flag_button.png)), enter a message, and click **Raise**. ![The flag and whisper component appear in the Call Controls and Conversation component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_agent_exp_whisper.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If Omni-Channel Fallback Mode is enabled, the Flag button doesn’t appear because it’s not supported in that mode. Your supervisor is alerted in Command Center for Service, and your flag is added to the Raised Flags widget in their supervisor wallboard. 2. If you no longer need help, you or the supervisor can lower the flag. The service rep-supervisor conversation is added in real time to the conversation transcript. #### See Also - [Chat Agent Configuration Settings](https://help.salesforce.com/articleView?id=live_agent_configuration_settings.htm&language=en_US) <!-- document id=2dff31898a5328e350bbebaf39c55e2f5e011dd445d32beae274d65a6b5496e8 url=/admin/current/en-us/service/264-0-0/pfs_optimization_center.md --> # Get Information on Optimization with Field Service Optimization Center Optimization Center is where you can find all features related to monitoring Field Service activities and troubleshooting issues. It gives you visibility into how Field Service is used and how it affects your business. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d111713e83">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d111713e83 ">To edit the Field Service app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d111713e83 ">Field Service Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d111713e83 ">To enable permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d111713e83 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> If your Salesforce org was created before Summer ‘24, configure Optimization Center to show in your org. 1. Add the Optimization Center tab to the Field Service app. 1. From Setup, in the Quick Find box, enter App Manager, and then select **App Manager**. 2. From the Actions menu of the Field Service app, click **Edit**. 3. In Choose the Tabs, select the Optimization Center tab from the Available Tabs list, and then click **Save**. 2. Enable user permissions for the System Administrator profile. 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Select the System Administrator profile, and then click **Edit**. 3. In Tab Settings, under Custom Tab Settings, select **Default On** for Optimization Center, and then click **Save**. - **[Test Your Field Service Configuration with Health Check](https://help.salesforce.com/s/articleView?id=service.pfs_health_check.htm&release=264.0.0&type=5)** Use the Field Service Health Check to run a suite of automated tests on your Field Service settings and configuration data. When Health Check identifies a problem, you get on-the-spot recommendations to align your Field Service configuration with our best practices. - **[Review the History of Scheduling and Optimization Requests with Activity Reports](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports.htm&release=264.0.0&type=5)** Get information on scheduling and optimization requests that you run. - **[Access Optimization Request Files](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files.htm&release=264.0.0&type=5)** Retrieve the request and response files of your optimization requests. #### See Also - [Explore Metrics in Field Service Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&release=264.0.0&type=5 "Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization.") <!-- document id=ea29eca934a253bc14773c0ccf03f357e7f2e8c98b6669c071dc28329d797be1 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_dashboard.md --> # Get Insights into Discovery Activity with the Discovery Dashboard Use the Discovery Dashboard to monitor scan performance, asset discovery trends, and data freshness across your organization. Gain visibility into scan coverage, active sources, and update frequency to improve discovery accuracy, identify gaps, and maintain a reliable CMDB. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> The dashboard displays key discovery metrics, including total discovered items, scan job results, and asset update trends. Track active discovery sources by environment, view items updated or unchanged during recent scans, and monitor overall discovery progress. Use these insights to optimize scan scheduling, address missing data, and ensure continuous synchronization between discovered assets and CMDB. ![Discovery dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_discovery_dashboard.png) You can view the Discovery Dashboard from the **Home** page of the **CMDB and Service Graph** app. <!-- document id=b4b01b8f1287f17bab412d2b766f73a4243fe630bf127c95c2171801bdaa4a17 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_dashboard.md --> # Get Insights into Your Configuration Data with CMDB Dashboard Use the Configuration Management Database (CMDB) dashboard to monitor configuration trends and asset health across your organization. Gain visibility into configuration accuracy, recent activity, and data quality to make informed decisions and reduce operational risks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> You can view the CMDB dashboard from the **Home** page of the CMDB and Service Graph app. Use the following metrices to analyze CMDB data: - Items by Type shows the distribution of configuration items across categories such as cloud resources, devices, components, and applications. Verify CMDB completeness. - Items by Location visualizes asset distribution globally. Identify region-specific concentration or gaps. - Top Incident-Generating Items highlights CIs most frequently linked to incidents in the past 90 days. Detect high-risk assets that may need corrective action. - Item Trend by Source Type compares data created manually versus discovered automatically. Monitor discovery effectiveness over time. - Items by Status provides a breakdown of active, inactive, and transitional items. Track lifecycle progress. - Top 20 Item Types lists the most common CI categories in your environment. A quick view of where assets are concentrated. ![CMDB dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_dashboard.png) <!-- document id=ad2fa9738e15a5a22f494bd68a6164b02afac5512bd96ec3706a9b8c2bdef1ad url=/admin/current/en-us/service/264-0-0/es_get_leave_balance_action.md --> # Get Leave Balance Action Employees use this action to get their leave balance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d152986e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d152986e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152986e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d152986e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetLeaveBalance</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Leave Balance</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Named Credential (For the Get Leave Balance process to function correctly, update the Named Credential), As Of Date, Leave Types</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Leave Balances, Status Message</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “How many casual leaves do I have left?” - “How many days of sick leave do I have remaining?” <!-- document id=b1365810bab8a20a1c6ae10d3bb897a8f311b73bd6bc68280d314b5e7812a245 url=/admin/current/en-us/service/264-0-0/hr_svc_get_open_tasks_for_emp.md --> # Get Open Tasks For Employee Action Retrieves the list of open tasks from HiBob for the current user. Returns task details such as title, description, status, and due date for tasks that are not yet complete. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d180687e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d180687e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180687e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d180687e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetOpenTasksForEmployee</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Open Tasks For Employee</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Task Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Tasks Output, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "What tasks do I still have open?" - "Show me my to-do list." - "Which of my tasks aren't done yet?" <!-- document id=8d8c5f5769b0dc07e0b30c93a4a7e40809d02cd5f1d894c8a393b56745cece1c url=/admin/current/en-us/service/264-0-0/es_get_past_expense_reports_action.md --> # Get Past Expense Reports Action Employees use this action to get past expense reports. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d182379e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d182379e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d182379e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d182379e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">GetPastExpenseReports</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Flow</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p style="margin-bottom:0;">Get Past Expense Reports</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td> <td class="slds-cell-wrap" style="vertical-align:top;">NA</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td> <td class="slds-cell-wrap" style="vertical-align:top;">Past expense reports</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td> <td class="slds-cell-wrap" style="vertical-align:top;">No</td> </tr> </tbody> </table> <!-- document id=890a3dc1d5579e91eb831d96d589c693188d6f7e05cfd77fb84f8dbe86df59cf url=/admin/current/en-us/service/264-0-0/hr_svc_get_pay_period.md --> # Get Pay Period Action Gets the pay period schedule for an employee's organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d63120e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d63120e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63120e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d63120e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetPayPeriod</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Pay Period</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Company ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status, Pay Period Response</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "What's my company's pay period schedule?" - "When does the current pay period end?" - "Show me the pay periods for my company." <!-- document id=9a79ee2a438f8402edb605d67c3c2f06c667b1771a4403f0000e7de9d4b1df6f url=/admin/current/en-us/service/264-0-0/hr_svc_get_payroll_discrepancy.md --> # Get Payroll Discrepancy Action Gets the employee's paychecks for two pay periods so the agent can compare them and explain pay variances. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d130608e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130608e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130608e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d130608e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetWorkerPaychecks</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Payroll Discrepancy</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">First Pay Period, Second Pay Period</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">First Pay Period Paychecks, Second Pay Period Paychecks, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Why is my paycheck different from last time?" - "Compare my last two paychecks." - "Help me understand why my pay changed." <!-- document id=f0b36ebe6843b95fca4ee8b59051ea8f931823ca39b33d074e91f2b5b5524cba url=/admin/current/en-us/service/264-0-0/hr_svc_get_performance_summary.md --> # Get Performance Summary Action Retrieves a performance summary from BambooHR for the current user. This includes all of their performance goals including title, status, percent complete, due date, and description for each goal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d182140e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d182140e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d182140e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d182140e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetPerformanceSummary</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Performance Summary</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Aggregate Goals, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me my performance summary." - "Summarize my performance." - "Get my performance summary from BambooHR." <!-- document id=601d328a1332aaeac7b1d909efa64a1b4524546d59e024c84466a0722637604b url=/admin/current/en-us/service/264-0-0/hr_svc_gt_itm_in_picklist_action.md --> # Get Picklist Items Action Retrieves standardized categories to gather specific data during the conversation before a confidential case is created. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> Edition with Employee Service</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d141981e61">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141981e64"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141981e61 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d141981e64 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Picklist Items</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Invocable Action</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Field Name, Object Name</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Picklist Values</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “Show me the categories for filing a complaint.” - "What kind of issues can I report here?" <!-- document id=f317cf34149eac61aa3c42d851221c5db07f6528c4dcf9fff992ad6e3ee1a474 url=/admin/current/en-us/service/264-0-0/pfs_customization.md --> # Get Ready for Field Service Scheduling and Optimization Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Watch the video to see how to optimize scheduling using the innovative new engine, built for greater scalability, precision, schedule quality, and performance alongside some new features such as Travel Modes, Holiday Management, and Service Appointment Sliding. Watch the video to see how you can benefit from improved schedule quality using the innovative new engine available by default for new users as of Summer ’23, and easily transitioned to by existing users, for all territories. The video covers additional supported features and the new offsite service appointment feature. - **[What’s Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&release=264.0.0&type=5)** Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service optimization transforms traditional scheduling by automatically generating the ideal schedule based on your specific constraints and priorities. Field Service offers unparalleled flexibility and innovative, out-of-the-box solutions, enabling businesses of all types and sizes to tailor their organizational models for seamless schedule optimization. - **[How Does the Field Service Optimization Engine Work?](https://help.salesforce.com/s/articleView?id=service.fs_start_optimization.htm&release=264.0.0&type=5)** Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same location? - **[Get Started with Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto.htm&release=264.0.0&type=5)** Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences of each method, when to use each tool, and how to set up schedule automation and optimization. - **[What’s Available in Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&release=264.0.0&type=5)** Review some highlights of the Field Service Enhanced Scheduling and Optimization engine. - **[Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&release=264.0.0&type=5)** Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way. - **[Transition to Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_transition.htm&release=264.0.0&type=5)** Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality. - **[Activate Field Service Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_activate_optimizer.htm&release=264.0.0&type=5)** Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User. - **[Create the Field Service Integration Permission Set](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_fs_integration_perm_set.htm&release=264.0.0&type=5)** Create or update the Field Service Integration permission set to access the object attributes. The Field Service Integration permission set lets users manage permissions needed for optimization and scheduling services related to Enhanced Scheduling and Optimization and service appointment bundling. - **[Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&release=264.0.0&type=5)** Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine. - **[Set Up Enhanced Optimization for Field Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&release=264.0.0&type=5)** As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported. - **[Customize Derivation Settings](https://help.salesforce.com/s/articleView?id=service.pfs_derivation_global_actions.htm&release=264.0.0&type=5)** Use derivations to map the fields on standard objects to fields required for scheduling, including the Address and Service Territory (where), start and end times (when), Scheduling Policy (how), and Work Type (what). - **[Customize Appointment Booking Settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&release=264.0.0&type=5)** Users can schedule service appointments for a work order, work order line item, or other record by using the **Book Appointment** Chatter action. Customize this scheduling experience from the Field Service Admin app. - **[Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5)** Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. - **[Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5)** Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction. - **[Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5)** Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization. - **[Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&release=264.0.0&type=5)** Represent your KPIs and scheduling goals by adding service objectives to your scheduling policy. You can weight each objective in the scheduling policy to indicate its importance to your business needs, relative to other objectives. #### See Also - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5 "Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.") - [Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&release=264.0.0&type=5 "Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.") <!-- document id=ba1df2699f0f2c869ab2fa2e3018dd0a179268dde959d5304b487484f4cce8de url=/admin/current/en-us/service/264-0-0/sp_prep.md --> # Get Ready for Service Assistant Before you set up Service Assistant, plan your use cases, choose a plan type for Case, set eligibility controls, prepare your grounding data, and plan your agent assignment strategy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Determine Use Cases We recommend taking time to think through which issue types are most relevant for Service Assistant. Here are a few planning considerations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.076923076923077%"> <col style="width:76.92307692307692%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79838e63">Planning Consideration</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79838e66">Questions to Consider</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Planning Consideration" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e63 ">Identify pain points and opportunities.</td> <td data-label="Questions to Consider" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e66 "> <ul> <li>What tasks take up a significant amount of your service reps' time?</li> <li>Which of these tasks are repetitive or predictable, such as data entry and providing standard responses?</li> <li>Do you want to automate high-volume cases or messaging sessions?</li> <li>Which case types or conversation types have the highest volume, and what is the potential time saved per record?</li> </ul> </td> </tr> <tr class=""> <td data-label="Planning Consideration" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e63 ">Define use cases.</td> <td data-label="Questions to Consider" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e66 "> <p>Should Service Assistant handle simple, straightforward cases and messaging sessions, or does your company need assistance with more complex scenarios?</p> <p style="margin-bottom:0;">Try to prioritize case types and conversation types that are likely to see the greatest improvement in efficiency and accuracy. Service Assistant reduces the need for reps to dig through company policies and documents by grounding service plans in your company data through subagents, instructions, and data libraries.</p> </td> </tr> <tr class=""> <td data-label="Planning Consideration" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e63 ">Determine who uses Service Assistant.</td> <td data-label="Questions to Consider" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e66 "> <p>Is Service Assistant intended to accelerate onboarding for new reps or to enhance the productivity and accuracy of experienced reps?</p> <p>Guidance plans are well suited for training newer reps because they produce a structured, step-by-step checklist that walks reps through repetitive, predictable case types.</p> <p style="margin-bottom:0;">Tenured reps managing complex cases benefit from dynamic plans that adapt in real time, surfacing next best actions without requiring manual plan redrafts.</p> </td> </tr> </tbody> </table> ## Define Your Service Plan Experience Each plan type delivers a different experience for service reps. Messaging only supports dynamic plans, the real-time, conversational experience. Case supports both guidance and dynamic plans, and different features are available depending on the plan type you choose. You can only have one type enabled at a time. Here’s an overview of the differences between guidance and dynamic plans to help determine which fits your team's workflow and case types. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79838e159">Comparison Category</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79838e162">Guidance Plan</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79838e165">Dynamic Plan</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">What it is</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Static, checklist-style plan organized into resolution phases.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 ">Real-time, conversational workflow that adapts as the record evolves</td> </tr> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">Availability</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Case-only. Guidance plans are the default plan type and enabled automatically.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 "> <p>Case and Messaging Session</p> <p style="margin-bottom:0;">To use dynamic plans for case, turn on the feature in the Service Assistant setup page. You can’t use dynamic plans and guidance plans at the same time.</p> </td> </tr> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">Best suited for</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Case types with stable, predictable resolution workflows where the steps are consistent across records.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 ">Case types where the resolution path changes as information comes in, or where reps benefit from real-time adaptation.</td> </tr> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">Agent Chat</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Not available by default. Enable the chat feature in the Service Assistant Setup Page.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 ">Available by default.</td> </tr> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">Adaptability to record updates</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Updates to the case are tracked through your Service AI grounding configuration, but the plan isn’t actively updated. To manually update the plan, a Service rep clicks <strong class="uicontrol">Redraft Plan</strong>.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 "> <p>Steps automatically update when new information arrives.</p> <ul> <li>For Case, monitoring of the case record is completed through the fields and objects set in your Service AI Grounding configuration.</li> <li>For the Messaging session, Service Assistant is grounded in the entire transcript and updates automatically to all context changes.</li> </ul> </td> </tr> <tr class=""> <td data-label="Comparison Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e159 ">Agent action support</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e162 ">Available through Agent Chat only. Service reps must ask the agent to launch an action. Service Assistant isn’t proactive. To surface task automation directly in plan steps, add quick actions, which appear as buttons that service reps can manually launch.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d79838e165 ">Actions appear automatically in plan steps. Reps can execute them manually, or they can run automatically based on your configuration.</td> </tr> </tbody> </table> ## Set Controls for Service Assistant After defining your use cases, configure eligibility criteria for each object you plan to support. Eligibility criteria are a set of rules defined in an autolaunched flow that control when a record can have a service plan. Each object requires its own eligibility flow. If you’re setting up Service Assistant for both Case and Messaging Session, you must create and configure a separate eligibility flow for each object. - For case, your eligibility flow controls which cases receive a service plan. For example, you can set conditions that make service plans available only for cases that originate from email or are assigned to a specific queue. We provide a flow template to get started: Check Service Plan Eligibility. The flow is available in the Flows Setup page. - For messaging, your eligibility flow controls which messaging sessions receive a service plan. An important difference from Case is that the service rep handling the session must have direct access to the eligibility flow. Unlike Case, where the flow runs under the ServicePlanner User's permissions, eligibility criteria for messaging requires that your grant service rep direct access permissions to the flow. For more details, see [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&release=264.0.0&type=5 "Learn how to control when Service Assistant creates a service plan."). ## Plan for Multiple Service Assistant Agents If your business spans multiple products, services, or business units, you can create multiple Service Assistant agents and route records to the appropriate agent based on record data. Each agent can be configured with its own specialized subagents, instructions,and data libraries. You can create up to 100 Service Assistant agents. Creating multiple Service Assistant agents is optional. Agent assignment requires an agent assignment autolaunched flow that runs after a record meets your eligibility criteria. The eligibility flow determines whether a record gets a service plan. The assignment flow determines which agent handles it. The two flows must be configured independently. Each supported object requires its own eligibility flow and its own agent assignment flow. Unlike eligibility criteria, we don’t provide a flow template for agent assignment. You must create a flow that's based on your specific business requirements. | Planning Consideration | Questions to Consider | | --- | --- | | Define your agent scope. | Decide how many agents you need and what each one specializes in. Each agent can be configured with its own subagents and instructions. For data libraries, you can assign each agent its own library grounded in specific files using the Files data type, or you can reuse the same knowledge data library across agents and set different filtering conditions using data categories from the Knowledge Settings table. This allows you to make sure that articles surfaced in plan steps are tailored to the specific business unit or issue type each agent handles. | | Define your routing criteria. | Determine what record data you want to use to route records to agents, such as record type, case origin, related records, or custom fields. Your routing criteria drive the Decision element logic in your assignment flow. | | Plan your default agent. | Every record that meets eligibility must be assigned to an agent. You must designate a default agent that handles records that don’t match any condition in your flow or whose matched agent is deactivated. Configure the default agent as a generalist rather than a specialist because it may receive a wide range of record types. | ## Prepare Your Data Prepare your grounding data to make sure that Service Assistant has the information it needs to create accurate and trusted service plans. Each grounding source requires planning before setup. This section covers the grounding spaces supported across all objects and plan types.. ## Prepare Your Subagents Subagents and instructions are required grounding sources for both Case and Messaging session. They define the overall resolution context for Service Assistant, establishing the issue type, the scope of what Service Assistant should address, and the high-level resolution flow it follows throughout the plan. Service Assistant reasons within these boundaries at every step, so your subagent design is the foundation that everything else builds on. When a record comes in, Service Assistant matches it to a subagent based on the subagent description, which drives which instructions and knowledge articles are used to build the plan. The subagent description is the reasoning anchor for the entire plan. It tells Service Assistant what issue it's resolving, which knowledge articles to search, and what boundaries to stay within at every step. You don't need a separate subagent for every variation of an issue type. By listing specific subtypes and keywords in the subagent description, one well-structured subagent can cover a wide range of related variations. For example, one Payroll Issues subagent can cover missing paychecks, direct deposit errors, and incorrect deductions. Service Assistant uses the description to match the record to the right subagent and pull the relevant details from your grounding sources at run time. Dynamic plans also require at least one standard subagent, either General CRM or General FAQ, to provide Service Assistant with conversational abilities and let reps complete general tasks like updating a record or drafting an email, since the standard actions for these tasks are included in the standard subagents. Because subagent structure directly drives the quality of the service plan, invest time in design before setup. Before setup, review these resources: - [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US) - [Subagent Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&type=5&language=en_US) - [Subagent Strategy](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US) - [Agent Chat in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5 "Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record.") ## Prepare Your Knowledge Articles With Agentforce Data Libraries, you can ground Service Assistant in your knowledge base. Service Assistant chunks and indexes your knowledge articles so it can search for and select relevant information to include in service plan steps. The structure, formatting, and data quality of your articles have a direct effect on the information surfaced in plan steps. In dynamic plans, retrieval is fresh at every step. Rather than retrieving once at plan creation, Service Assistant runs a new search against your knowledge articles and instructions each time it generates a step, incorporating the most relevant information available at that moment. This means plan quality improves when your articles are detailed, well-structured, and aligned to the issue types your subagents cover. Producing high-quality service plans grounded in your knowledge base requires that you configure your data library to our recommended guidelines and that your knowledge base is optimized for retrieval and grounding. We provide recommended guidelines for configuring your data library. In addition, we provide general knowledge authoring principles and information on structuring articles to help make sure you receive the most detailed and contextual plans from Service Assistant. Our guidance covers Salesforce Knowledge only. Knowledge is the only data type officially certified for use with Service Assistant. You can use other data types such as custom retrievers and file uploads, but we do not provide guidance on permissions, setup, or testing for those data types. Before setup, review these resources: - [Grounding Service Assistant with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5) - [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US) Knowledge grounding is optional. If you decide to use Agentforce Data Libraries, take the steps in [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5). ## Prepare Your Agent Actions Service Assistant supports standard and custom Agentforce Actions to automate plan steps. Unlike subagents, there is no Service Assistant-specific configuration guidance for actions. Action setup and use follow the standard Agentforce guidelines. Before setup, identify the tasks in your use cases that are good candidates for automation. Take stock of your existing flows, Apex classes, and prompt templates that could serve as the basis for custom actions so you're not starting from scratch during setup. Make sure each action you plan to use has a clear description, inputs, and outputs. Service Assistant uses action metadata to match actions to plan steps, so precise descriptions are important for accurate matching. Custom Lightning component action types are also supported that you must configure to your business requirements. How actions surface to reps differs by plan type. In dynamic plans, actions are surfaced automatically within plan steps when Service Assistant determines an action is available to complete the current step. In guidance plans, actions are available through Agent Chat only. Reps must ask Service Assistant to run an action rather than having it offered proactively. Service Assistant isn’t a proactive agent when using guidance plans. For more details,see these resources: - [Best Practices for Agent Action Instructions](https://help.salesforce.com/s/articleView?id=ai.agent_action_instructions_best_practices.htm&type=5&language=en_US) - [Create a Custom Agent Action](https://help.salesforce.com/s/articleView?id=ai.custom_agent_actions.htm&type=5&language=en_US) <!-- document id=bcd2f8a74ec374e0cfa503bf5f4bb4d226d45bd45dc3bd5b4e693a1ef4acdf07 url=/admin/current/en-us/service/264-0-0/pfs_rule_violation_analytics_parent.md --> # Get Rule Violation Analytics for Field Service (Beta) Understand the root causes of rule violations in manual scheduling, such as geographical imbalances or skill gaps, and make data-driven decisions by analyzing trends and patterns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Rule violation Analytics is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion. Rule Violation Analytics provides direct integration with Data 360 to capture instances where standard scheduling rules are overridden during manual scheduling operations. It automatically logs and ingests data for all rules that are manually violated on the Gantt into Data 360. Built on the Enhanced Scheduling and Optimization Data Model, Rule Violation Analytics can be easily queried via a semantic data model for analysis and reporting. With Rule Violation Analytics, Field Service managers can analyze this data, identify trends, and draw insights by creating comprehensive dashboards in Tableau Next. They gain enhanced visibility and the ability to make data-driven decisions by understanding why dispatchers are manually overriding scheduling rules. These analytics empower them to: - Identify the root causes and recurring patterns of rule violations in manual scheduling to understand the underlying reasons for violations, such as geographical imbalances or skill gaps. - Address inefficiencies proactively by tracking and visualizing metrics like the frequency of specific rule violations and identifying recurring issues by dispatcher or territory. - Optimize training and configuration by determining if there are systemic training gaps or misconfigured rules that need adjustment. - Improve operational efficiency by enabling better resource allocation and workforce planning and improving scheduling adherence and cost efficiency. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example A dispatcher manually schedules a service appointment that requires a specific skill, like Emergency skill, to a service resource who doesn't possess it. The system triggers a rule violation check and identifies a Match Skills rule violation. Rule Violation Analytics automatically captures the violation details and ingests the data into Data 360 for analysis. By querying this data and building dashboards in Tableau Next, Field Service managers can derive actionable insights to improve their scheduling processes and reduce future violations. - **[Set Up Rule Violation Analytics for Field Service (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_rule_violation_analytics_set_up.htm&release=264.0.0&type=5)** Enable Rule Violation Analytics and learn about its limitations and considerations. - **[Work with Rule Violation Analytics for Field Service (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_rule_violation_analytics_work_with.htm&release=264.0.0&type=5)** View rule violation information from your Data Model Objects (DMOs) in Data 360 and use Tableau Next to analyze your data and find useful and actionable insights that can drive business success. #### See Also - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") - [Manage Rule Validation Checks](https://help.salesforce.com/s/articleView?id=service.pfs_manage_rule_validations.htm&release=264.0.0&type=5 "Set how often rules are checked for violations, and what triggers automatic rule validation checks.") - [Check Rule Violations on the Field Service Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_violations.htm&release=264.0.0&type=5 "Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date.") - [About Salesforce Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_data_cloud.htm&language=en_US) - [Data to Decisions: Data 360 and Tableau Next](https://help.salesforce.com/s/articleView?id=data.c360_a_datacloud_tableaunext.htm&language=en_US) - [Analyze Data from Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_business_intelligence_analytics.htm&language=en_US) <!-- document id=299bef50977f1ccd11c1dcb7e86502cbf58a832f8ac4ef62a6feb23783bbada0 url=/admin/current/en-us/service/264-0-0/pfs_appointment_insights_parent_page.md --> # Get Scheduling Recommendations with Field Service Appointment Insights Learn how Appointment Insights can help you improve the scheduling of service appointments. Appointment Insights helps you understand why a service appointment can’t be scheduled during optimization and which work rules are preventing its scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Appointment Insights is available only when you’re using Enhanced Scheduling and Optimization. Appointment Insights helps admins and dispatchers understand why a service appointment can't be scheduled during optimization and what changes they can make to the scheduling policy's work rules in order to qualify time slots and candidates for scheduling. Appointment Insights checks for candidates within a 200-kilometer or 124-mile radius of the service appointment’s location or within a distance of 1.5 times the maximum travel distance defined in the scheduling policy, whichever is greater. It then applies relaxation strategies that check what changes you can make to a scheduling policy. Based on the output, it suggests what changes to make to qualify additional time slots and candidates for scheduling. By revealing the work rules that limit the scheduling options and following the recommended actions, admins and dispatchers can adjust the automatic scheduling and qualify more time slots and candidates for a certain service appointment. Appointment Insights appears on a service appointment record. It shows the work rules that prevent the scheduling of the service appointment and the recommended actions to relax those rules. It also shows potential time slots within the service appointment’s horizon dates that can become available for scheduling. ![Appointment Insights](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_appointment_insights.png) - **[Set Up Appointment Insights](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_set_up.htm&release=264.0.0&type=5)** Configure your Appointment Insights settings. - **[Run Appointment Insights](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_view.htm&release=264.0.0&type=5)** Run Appointment Insights to view the work rules that limit the scheduling options of a service appointment during optimization and to follow the recommended actions to relax those rules. You can also view potential time slots within the service appointment’s horizon dates that can become available for scheduling. - **[Appointment Insights Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_view_recommendations.htm&release=264.0.0&type=5)** Review the work rules that Appointment Insights refers to. <!-- document id=346810afad8af7af833bd40582df5e0e0dcd8d65ecaec6275dd88defdf5befe8 url=/admin/current/en-us/service/264-0-0/fse_data_exporter_get_started.md --> # Get Started Start working with the Data Exporter Tool. **» To start working with the Data Exporter Tool**: 1. After you sign in to Service Edge, click the menu button and select **Data Exporter**. ![Welcome Page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_welcome_page.png) 2. Click **Continue** or **Select Objects** to start the process. <!-- document id=6fac7bda1f55ebae0bb558470779fd9c64c76c26a954f4419911adbf67c75f9b url=/admin/current/en-us/service/264-0-0/fs_agentforce_supervisor_view_get_started_studio.md --> # Get Started with Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service Learn about Agentforce Scheduling Supervisor View. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. Before you begin, make sure to assign the [required permissions](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "Create and assign permissions to users."). With Agentforce Scheduling Supervisor View, dispatchers can easily monitor real-time conversations between AI agents and customers in one place. They can use this view to track scheduling requests and customer responses and make sure agents complete tasks effectively. When a representative is needed, dispatchers can also step in and take over ‌escalated conversations. For example, a technician calls in to say that they can’t make it to their 5:30 PM appointment. The dispatcher needs to move the appointment, so they click the **Rebook with Agentforce** action in the dispatcher console. A few hours pass, and the dispatcher wants to know what’s happening with the appointment. Was it rebooked? Did the customer reply? Did they confirm a new time? The dispatcher clicks the Agentforce Scheduling Supervisor View icon where they can see the status of the conversation linked to the service appointment. Agentforce Scheduling Supervisor View includes three tabs that show information related to live, escalated, and completed conversations. For each conversation, it shows information related to the linked service appointment, service territory, account, and contact. It also shows the messaging session linked to the service appointment and other relevant details. ![Agentforce Scheduling Supervisor View](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view.png) ## Considerations and Limitations for Agentforce Scheduling Supervisor View Review these limitations and considerations. - The view is supported only for these Field Service standard agent actions that use the Engagement Topic object. This object links service appointments to messaging sessions. - Schedule Appointment for Field Service - Cancel Appointment for Field Service Conversations that use other agent actions aren’t included and don’t show up in the view. - If you create custom agent actions that include the Engagement Topic object in the flow, you can ‌see conversations that use these actions. - If you remove the Get Engagement Topics for Field Service agent action from the agent, Customer Outreach conversations don’t show up in the view. - If you remove the Engagement Topic elements from these flows, conversations don’t show up in the view. - Field Service: Schedule Service Appointment flow - Field Service: Cancel Service Appointment flow - Field Service: Notify Customer flow Here’s an example of the Engagement Topic object included in the Field Service: Cancel Service Appointment flow. ![Engagement Topic Object in Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_engagement_topic.png) - Each messaging session that shows in this view is linked to a service appointment via the Engagement Topic object. When a messaging session references multiple service appointments, each service appointment is linked to that messaging session via a separate Engagement Topic record and shows as a separate conversation in the view. - When a conversation includes scheduling changes to multiple service appointments and only one of the linked appointments requires escalation, the Escalated Conversations tab shows escalations for all the appointments discussed in that conversation. - The time zone of each conversation is based on the time zone of the service appointment’s service territory. - The view shows only conversations that are linked to service appointments. - The view shows conversations based on the service territories loaded on the Gantt. If none were loaded, or if the view wasn’t opened directly from the Gantt, it shows conversations for all the service territories that the user has access to. - The view shows conversations only from the last 72 hours. - Each tab shows up to 1,000 conversations. If there are more than ‌1,000 conversations, the tab counter shows the total number. For example, if you have 2,000 conversations, the view shows the 1,000 most recent ones, but the number at the top of the tab shows 2,000. - Conversations with [voice-enabled agents](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_create_agent_voice_studio.htm&release=264.0.0&type=5 "Let customers call in and speak with Agentforce to schedule, reschedule, cancel, or get information about an appointment. For complex requests that can’t be resolved by Agentforce, the conversation is seamlessly escalated to a service rep.") don’t appear in the Agentforce Scheduling Supervisor View. <!-- document id=a22428e8a1c8c09957374175ea705ef06e6ec1fc50f8e9838c3e78702cccce26 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_get_started.md --> # Get Started with Autonomous Scheduling for Field Service in the Legacy Agentforce Builder Before you build your agents, learn about Autonomous Scheduling, and review the considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Considerations for Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_considerations.htm&release=264.0.0&type=5)** Before you set up your agents, review these considerations and limitations. - **[Ethical Instructions for Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5)** Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles. - **[Escalations to a Representative for Agentforce Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_escalations.htm&release=264.0.0&type=5)** Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios. - **[Understanding Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_autonomous.htm&release=264.0.0&type=5)** Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks. - **[Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_customer_outreach.htm&release=264.0.0&type=5)** Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can now rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. - **[Understanding Proactive Asset Service Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_asset_maint_outreach.htm&release=264.0.0&type=5)** Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time. #### See Also - [Autonomous Scheduling: Trailhead Quick Look](https://trailhead.salesforce.com/content/learn/modules/autonomous-scheduling-quick-look/explore-autonomous-scheduling) - [Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&language=en_US) - [Agentforce Service Agent FAQ](https://help.salesforce.com/s/articleView?id=003962276&type=1&language=en_US) - [Einstein Generative AI & Trust](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_overview.htm&language=en_US) - [Ideate Your Agentforce Solution](https://help.salesforce.com/s/articleView?id=ai.agent_parent_ideate.htm&type=5&language=en_US) - [Build an AI Agent with Agentforce Trailhead](https://trailhead.salesforce.com/content/learn/trails/build-ai-assistants-with-einstein-copilot) - [Agentforce Guide to Achieving Reliable Agent Behavior](https://www.salesforce.com/agentforce/five-levels-of-determinism/) <!-- document id=96429f5f9b896133b853df7253a7c75146906809a9a65bbe96ff03dfdef60150 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_get_started_studio.md --> # Get Started with Autonomous Scheduling in the New Agentforce Builder Before you build your agents, learn about Autonomous Scheduling, and review the considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_considerations_studio.htm&release=264.0.0&type=5)** Before you set up your agents, review these considerations and limitations. - **[Ethical Instructions for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_ethics_studio.htm&release=264.0.0&type=5)** Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles. - **[Escalations to a Representative in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_escalations_studio.htm&release=264.0.0&type=5)** Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios. - **[Understanding Customer-Initiated Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_autonomous_studio.htm&release=264.0.0&type=5)** Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks. - **[Understanding Dispatcher-Prompted Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_customer_outreach_studio.htm&release=264.0.0&type=5)** Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can rebook appointments from the Gantt in the Classic Dispatch Console or the Scheduling Console, or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. - **[Understanding Interactive Appointment Reminders in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_appointment_reminders_outreach_studio.htm&release=264.0.0&type=5)** Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment. - **[Understanding Proactive Asset Service Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_asset_maint_outreach_studio.htm&release=264.0.0&type=5)** Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time. <!-- document id=7291559764873a053d55aa3763c06d987ce7b7a1b5795aa184a717414d6429bf url=/admin/current/en-us/service/264-0-0/getting_started_with_categories.md --> # Get Started with Categories Plan, define, and categorize your solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d36981e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36981e55 ">To create or change solution categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36981e55 ">Manage Categories</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. Plan which categories your support team needs. Keep in mind that you can also allow customers to find solutions by category in public solutions and your Self-Service portal. You can specify that customers can view only solutions in a particular category and all of its subcategories. 2. Define your categories. See [Defining Solution Categories](https://help.salesforce.com/s/articleView?id=service.defining_solution_categories.htm&release=264.0.0&type=5 "Begin by creating your solution categories. The All Solutions category is automatically created for you as the top of your solution hierarchy."). 3. Categorize your solutions; see [Categorizing Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category."). Administrators, and users with the “Manage Categories” permission, can categorize solutions prior to enabling solution categories for the entire organization. 4. Create a custom report of type Solution Categories to verify that all solutions are categorized appropriately. To find any uncategorized solutions, use the advanced report filters; choose the Category Name field and the “equals” operator, and leave the third field blank. Administrators, and users with the “Manage Categories” permission, can create solution category reports prior to enabling solution categories for the entire organization. 5. Enable solution category browsing for the Solutions tab; see [Customizing Solution Settings](https://help.salesforce.com/s/articleView?id=service.customize_solsettings.htm&release=264.0.0&type=5 "You can customize Solution settings like Solution browsing and enable translation into multiple languages."). 6. Enable solution category browsing for customers using public solutions and your Self-Service portal. See [Enabling Public Solutions](https://help.salesforce.com/s/articleView?id=service.customize_publicsolutions.htm&release=264.0.0&type=5 "Using the Solutions tab, your customer support team can create solutions that people outside of your organization may find helpful. Using HTML code supplied by Salesforce, and with the help of your website administrator, you can add a search box and button to your website that allows your customers to search for solutions. This functionality is known as Public Solutions.") and [Enable Self-Service Features and Settings](https://help.salesforce.com/s/articleView?id=service.customize_selfserviceenable.htm&release=264.0.0&type=5 "Customize Self-Service by enabling features and settings."). 7. Specify the top-level category accessible by customers using public solutions and your Self-Service portal. This is useful if you want to have certain categories available only to internal staff. Leave this blank if you want customers to view all categories and all solutions that are visible in Self-Service portal or visible in public solutions. #### See Also - [Solution Categories](https://help.salesforce.com/s/articleView?id=service.customize_category.htm&release=264.0.0&type=5 "Create solution categories so that users can group similar solutions together. Once your solutions are categorized, users can browse for and find solutions by category from the Solutions tab or when solving a case.") <!-- document id=cfe1fe2efc187980f6499a4fce88145f45417e2a50c396b69dc51c9078e1fb93 url=/admin/current/en-us/service/264-0-0/bots_service_enable.md --> # Get Started with Einstein Bots On the Einstein Bots setup page, turn on bots, create an Einstein bot, and access your list of bots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80223e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80223e57 ">To view the Einstein Bot Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80223e57 "> <p>View Setup</p> <p>OR</p> <p style="margin-bottom:0;">Lightning User Experience</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80223e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80223e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Before setting up bots, make sure you meet the [Einstein Bots Requirements](https://help.salesforce.com/s/articleView?id=service.bots_service_requirements.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Einstein Bots, and then select **Einstein Bots**. ![Click the toggle to start with Einstein Bots.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_toggle.png) 2. To get started with Einstein Bots, click the toggle, and accept the terms. 3. Click **New** and then follow the guided setup. To start with a basic framework, select **Start from Scratch**. To create a bot with built-in dialogs that handle many common use cases, select **Intro Template**. Learn more about the options in [Create an Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_create.htm&release=264.0.0&type=5 "You can create an Einstein Bot from a template or from scratch."). 4. After you complete the guided setup, you can edit specific settings about your bot on the Bot Overview Page. Learn more about each setting in [Update the Bot Overview Page](https://help.salesforce.com/s/articleView?id=service.bots_service_new_bot.htm&release=264.0.0&type=5 "The Bot Overview Page defines important bot settings such as channels, profiles, and logging conversations. Get acquainted with the page to customize your bot."). ![Select a bot to get started.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_select_bot.png) - **[Enable Einstein Bots in a Scratch Org](https://help.salesforce.com/s/articleView?id=service.bots_service_create_scratch_org.htm&release=264.0.0&type=5)** You can quickly enable Einstein Bots in a scratch org using Salesforce DX. <!-- document id=c0a08e4f44d2a08eae57017d9b802558d2b821405b482e18125ffedb62feb01f url=/admin/current/en-us/service/264-0-0/knowledge_ek_about.md --> # Get Started with Enterprise Knowledge (Generally Available) Use Salesforce Enterprise Knowledge, powered by Data 360, to unify all your organizational knowledge and modernize your knowledge experience. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. Enterprise Knowledge enhances the Service Cloud knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Enterprise Knowledge offers ‌advanced features to enhance service efficiency and improve the overall user experience. Unified Knowledge Base Integrates knowledge from diverse external systems with native Salesforce Knowledge, creating one comprehensive source. Streamlined Search Experience Provides a single, consistent search experience across all knowledge sources, both internal and external. AI-Generated Answers Surfaces AI-generated answers from your Enterprise Knowledge articles directly inside the Enterprise Knowledge component, helping service reps resolve cases faster without manual search. Search Suggestions Shows matching articles and previous search terms as service reps type in the Enterprise Knowledge component. Consistent Content Rendering Renders all articles in a clean, consistent format, regardless of origin, making every piece of content easy to read and use. Improved Service Efficiency Empowers service reps to deliver faster, more accurate support and helps customers find answers independently through self-service channels. - **[Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_limitations.htm&release=264.0.0&type=5)** Before you start using Enterprise Knowledge, review its limitations. - **[Prepare for Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_prereqs.htm&release=264.0.0&type=5)** Before you set up Enterprise Knowledge, review the requirements and billing considerations. - **[Set Up Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_setup.htm&release=264.0.0&type=5)** Set up Enterprise Knowledge by using the guided setup on the Enhanced Knowledge Settings page in Setup. #### See Also - [_Salesforce Help_: Harmonize Content for Consistent Viewing](https://help.salesforce.com/s/articleView?id=data.c360_a_harmonize_content_for_consistent_viewing.htm&type=5&language=en_US) - [_Salesforce Help_: Use the Enterprise Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&type=5&language=en_US) <!-- document id=081598bd7bec8d9e757d944edfc9a08d2df4e30ba7c3238203c3553ac3bfe83d url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_parent.md --> # Get Started with IT Asset Management Manage your internal IT asset inventory, including employee laptops and phones, from a centralized platform. Orchestrate the complete hardware lifecycle with standardized workflows and automation to maintain accurate records and save time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Standardize your processes and use automation to manage these core pillars: - **Asset Inventory**: Track devices currently in stock or assigned to users. - **Asset Lifecycle**: Manage transitions from initial request to final reclamation. - **Asset 360**: Maintain a chronological audit trail of all asset state changes. - **Analytics**: Monitor capacity and usage trends by using consumption metrics. - **Integrations**: Synchronize your managed assets with your Configuration Management Database (CMDB). - **[Get Started with IT Hardware Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_parent.htm&release=264.0.0&type=5)** Manage your internal IT hardware inventory from a centralized app. IT Hardware Asset Management introduces an asset-first data model to streamline fulfillments, returns, and lifecycles. This model operates independently of the Field Service data model. - **[Asset Eligibility Framework](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_eligibility_prnt.htm&release=264.0.0&type=5)** Protect subscription tracking and multi-domain data integrity by enforcing hardware validation across your asset clouds. Tag active records by using the `IsItHardwareAsset` field to prevent background processes from impacting non-IT asset classes. Turn on global enforcement only after auditing your data, as batch failures automatically block lifecycle operations across sourcing, reclamation, disposal, and depreciation. - **[Permissions and Prerequisites for IT Hardware Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_permissions.htm&release=264.0.0&type=5)** Before you manage internal IT asset lifecycles, make sure that your org meets system requirements and assigns proper user access. Review the features, platform licenses, and permission sets needed to implement this functionality. - **[Manage IT Hardware Inventory Locations and Rollups](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_inventory_parent.htm&release=264.0.0&type=5)** Configure stockrooms or storage sites as inventory locations to track devices and status-driven quantity rollups. Reserve assets for upcoming requests with soft reservations to prevent double-booking before picking physical devices. Track real-time state changes directly on an asset timeline. Establish event-driven, bidirectional synchronization to align records with your Configuration Management Database (CMDB). - **[Manage IT Service Delivery with Service Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_svc_req_parent.htm&release=264.0.0&type=5)** Fulfill routine IT service requests, such as system access and hardware provisioning. Transition from standard cases to purpose-built service requests to simplify hardware lifecycle workflows. Centralize tracking on service requests to help admins manage inventory updates, track physical movements, and maintain an audit trail. - **[Source Requested Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_source_hw.htm&release=264.0.0&type=5)** Source requested hardware items from inventory locations to fulfill employee requests and maintain accurate inventory records. Reserve assets to secure stock and prevent double-booking while warehouse teams pick devices. - **[Manage Hardware Fulfillment Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfillment.htm&release=264.0.0&type=5)** Coordinate the hardware fulfillment lifecycle to reserve, track, and deploy internal IT assets to employees. Link serialized devices directly to fulfillment orders to establish a clear chain of custody. Maintain a reliable audit trail for all stockroom reservations. Track real-time shipping updates when hardware leaves an inventory location. Automatically update asset statuses throughout deployment. - **[Manage IT Asset Reclaims](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_reclaims_parent.htm&release=264.0.0&type=5)** Track returned devices from employees and automate inventory updates. Standardized return workflows support employee offboarding and hardware refreshes. - **[IT Hardware Asset Lifecycles and Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_lifecycle_parent.htm&release=264.0.0&type=5)** Learn how to track hardware asset lifecycles and synchronize asset data with your CMDB. - **[Manage Hardware Asset Disposals](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_disposal_parent.htm&release=264.0.0&type=5)** Learn how to dispose of IT hardware securely and maintain compliance through disposal orders, vendor certificates, and audit trails. - **[Advanced Topics](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_lifecycles.htm&release=264.0.0&type=5)** Track and protect your internal IT assets, like laptops and phones, directly within your org. Fulfill incoming requests from active stockrooms with the Sourcing Agent. Run custom batch jobs to transition large groups of devices with just a few clicks. To maintain an accurate record, compare your managed assets against entitlements and monitor daily usage trends. <!-- document id=1e8338817fd2d147053865ed2c0c5ca5b2f66120cf69f0a07f06c35f7316dbaa url=/admin/current/en-us/service/264-0-0/it_srvcs_get_started_compliance.md --> # Get Started with IT Compliance Before you set up IT Compliance, learn about the workflows, key terms, personas, record relationships, required licenses, and feature prerequisites that frame how your compliance team operates in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[IT Compliance Workflow](https://help.salesforce.com/s/articleView?id=service.it_srvcs_compliance_workflows.htm&release=264.0.0&type=5)** IT Compliance brings the Governance, Risk, and Compliance (GRC) discipline into Agentforce IT Service. Learn how the five major workflows connect from external regulations through risk management, audits, and remediation. - **[Key Personas for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_compliance_key_personas.htm&release=264.0.0&type=5)** IT Compliance is built around a small set of personas who collaborate across the compliance program. Understanding who does what helps you assign the right permission sets, configure access, and design workflows that fit your organization. - **[Permission Set Licenses for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_compliance_prmsn_licenses.htm&release=264.0.0&type=5)** IT Compliance is delivered through add-ons that bundle the platform licenses, permission set licenses, and permission sets your team needs. Review the add-ons available to your org, then assign the right permission sets to your compliance admins, fulfillers, employees, and AI users. - **[Prerequisites for IT Compliance Features](https://help.salesforce.com/s/articleView?id=service.it_srvcs_compliance_prerequisites.htm&release=264.0.0&type=5)** Before you enable IT Compliance features in Salesforce Go, make sure your org has the required licenses, platform features, and integrations turned on. Review these prerequisites to avoid setup errors and ensure your compliance team has access to every feature they need. <!-- document id=1635e68b59cd9316e90e61e8b356b9115a53a4c42afe631b2d22b69674aca77c url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_parent.md --> # Get Started with IT Hardware Asset Management Manage your internal IT hardware inventory from a centralized app. IT Hardware Asset Management introduces an asset-first data model to streamline fulfillments, returns, and lifecycles. This model operates independently of the Field Service data model. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Historically, asset tracking required a serialized product to link inventory to an asset record. The asset-first framework eliminates this infrastructure dependency. Link core asset records directly to fulfillment operations, return configurations, and compliance tracking. Configuring these features saves deployment time and maintains accurate records. ## Automate and Sync Workflows Automations govern your physical hardware repository. - **Bulk Actions**: Perform critical lifecycle transitions on selected asset groups simultaneously. Run reclaims, refreshes, and disposals by using built-in batch processing. - **CMDB Synchronization**: Align asset records and your Configuration Management Database (CMDB) perfectly. Event-driven, bidirectional field mappings minimize manual data entry and reduce data drift. - **Agentforce Automation**: Orchestrate end-to-end asset tracking and receive context-driven assistance through AI agents. Standard subagents guide fulfillment reps through product selection, stockroom sourcing, and automated shipping workflows. - **[IT Hardware Asset Management Overview](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_overview.htm&release=264.0.0&type=5)** When you manage your internal IT asset inventory, such as employee laptops and phones, use an asset-first data model to streamline fulfillments, returns, and lifecycle management. Use the IT Asset Management suite's integration and automation features to process large-scale transitions, synchronize records, and orchestrate lifecycles with proactive assistance. - **[IT Hardware Asset Management Workflows](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_workflows.htm&release=264.0.0&type=5)** Orchestrate the complete lifecycle of your internal hardware assets with standardized workflows. Save time and maintain accurate inventory records when you run bulk updates, fulfill new requests, reclaim devices, refresh devices, ensure compliant disposal, and synchronize data with your Configuration Management Database (CMDB). - **[IT Asset Management Key Terms](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_key_terms.htm&release=264.0.0&type=5)** Review IT Hardware Asset Management terminology. Understand these terms to track financial lifecycles, manage inventory, and maintain compliance. - **[IT Asset Management Key Personas](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_personas.htm&release=264.0.0&type=5)** Review IT Hardware Asset Management personas to understand their key tasks and responsibilities for stockroom logistics, hardware fulfillments, compliance, and financial lifecycles. - **[Limitations for Service Process Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_svc_proc_limits.htm&release=264.0.0&type=5)** Standard service process templates and their associated flow templates are available only in English. - **[Example: End-To-End Hardware Asset Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_example.htm&release=264.0.0&type=5)** Review a scenario that demonstrates the complete lifecycle of a hardware asset from request to reclamation and eventual disposal. For example, an employee requesting a laptop renewal, the IT team fulfilling the request, the return of the old device, and its secure retirement. <!-- document id=ce76cabc1897d30b431fd553cea94c1ee94d3d5156746ce68613b51c99c8ed26 url=/admin/current/en-us/service/264-0-0/messaging_prepare.md --> # Get Started with Messaging Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_prepare__d1089e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_prepare__d1089e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> 1. **[Turn On Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5)** Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat. 2. **[Give Service Users Access to Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5)** Assign permissions to users who will message with customers or supervise service reps in Messaging channels. 3. **[Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5)** Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent. 4. **[Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5)** Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console. <!-- document id=bb97413ab62fae21c4ae29797eb96ce6c6381486891f9424db290dbde8d11791 url=/admin/current/en-us/service/264-0-0/mfs_perf_priming_intro.md --> # Get Started with Performance Priming for the Field Service Mobile App Learn about the advanced offline capabilities of Performance Priming for the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Versioning Requirements Orgs must be on the Winter ‘26 release to access Performance Priming on both production and sandbox environments. To prevent functionality issues, we highly recommend that apps are on the most recent mobile version available from the App Store and Play Store. ## About Performance Priming For mobile workers, getting the right information quickly and efficiently is essential. Performance Priming helps by making sure your team always has the latest and most relevant data on their mobile devices, even when they're offline. Performance Priming uses offline briefcases to sync the data mobile users need to the Field Service mobile app. You can choose which user profiles and the data you want to put in these briefcases. This means faster and more efficient data syncing for your mobile team. The most important changes are synced every 5 minutes, and all changes supported by Performance Priming are synced at least every 24 hours. In short, it's a better, faster way to get the right information to your mobile workers. ## Performance Priming Key Benefits Performance Priming offers several key benefits designed to improve the speed and efficiency of data synchronization for Field Service mobile users. - **Frequent Updates**: Mobile workers receive the latest changes every 5 minutes, reducing the need to manually sync frequently. - **Improved Sync Speed:** Performance Priming makes data syncing faster and more efficient for mobile users compared to legacy priming methods. - **Auto-Generated Briefcases:** Admins don't need to perform manual configurations for priming, as briefcases are automatically generated. - **Access to More Records:** Users can access a larger number of records on their mobile devices. - **Flexible Configuration:** Tailor the priming logic to meet your own use cases; prime only the data and metadata your mobile workers need. - **[Performance Priming Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_limits_considerations.htm&release=264.0.0&type=5)** The Salesforce Field Service mobile app intelligently primes data to support offline work. Note these limitations and considerations. - **[Set Up Performance Priming](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_setup.htm&release=264.0.0&type=5)** Turn on Performance Priming so Field Service mobile users get primed offline data. Enable the setting in Field Service Settings, assign the Performance Priming permission, and make sure mobile workers have the Field Service Mobile license. - **[How Performance Priming Briefcases Work](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_briefcases_work.htm&release=264.0.0&type=5)** After you turn on Performance Priming, Field Service creates offline Briefcases for eligible profiles to control which records and metadata sync to mobile clients. - **[Plan Your Performance Priming Rollout Strategy](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_rollout_strategy.htm&release=264.0.0&type=5)** Follow these guidelines to ensure a smooth Performance Priming launch. <!-- document id=3bb972a8df0585265e8923a9811e8da772f58aba00a8c192e7ad2d966d42e92f url=/admin/current/en-us/service/264-0-0/pfs_get_started_sched_auto.md --> # Get Started with Schedule Automation and Optimization in Field Service Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences of each method, when to use each tool, and how to set up schedule automation and optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Optimization Journey Implementing a system that fully automates and optimizes your workforce’s schedule is a journey that starts with understanding where you are now and visualizing how to transform scheduling operations in the future. Schedule automation and optimization aren't required for every implementation, but they can drastically improve dispatcher productivity and the cost-effectiveness of schedules. ![Get Started with Schedule Automation and Optimization in Field Service](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_get_started_sched_auto.png) Here’s how scheduling automation can help you. - Free up dispatchers to spend more time working with field resources and other higher-priority tasks instead of spending time manually figuring out a full-day schedule for the territory. - Produce the most efficient schedule based on your business goals. For example,  minimize travel time, schedule jobs as soon as possible, or schedule jobs to lower-cost resources. Automatically evaluate thousands of different scheduling options. - Improve utilization of your field workforce by automatically evaluating, reevaluating, and adjusting schedules when new work is created or unplanned events arise. Field Service maintains commitments and adheres to your configured scheduling constraints and preferences. ## Schedule Automation Versus Optimization Automating the creation of your workforce’s schedule and optimizing it are two distinct phases of the schedule creation journey. Optimization is a great way to automate the schedule, but you can also automate the creation of the schedule without needing to set up any optimization processes. Schedule automation is the process of generating a schedule for your workforce without manual intervention. Automatically creating a schedule reduces the burden on the dispatcher by using your company's scheduling rules and preferences to find suitable schedules for service appointments. You can automate the creation of your schedule in several ways. - Select the [Auto Schedule checkbox](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_auto.htm&type=5&language=en_US) on the Service Appointment record. When you manually create a service appointment, you can automatically schedule it to a resource that Field Service ranks best. To do this, define a scheduling policy in the **Scheduling Policy Used** field and select the **Auto Schedule** checkbox. You can also set these fields automatically by using triggers or flows on the creation or update of the service appointment, or set them directly on the service appointment when it’s integrated into Salesforce from another application. - Use the [ScheduleService class](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_ScheduleService.htm) for more flexibility in scheduling. Use ScheduleService class methods to automatically schedule your appointments when they’re created or updated. With Apex code, you can define the scenarios when a service appointment must be scheduled and how to schedule it. For example, to book an appointment through integration, you can use the GetSlots() method to retrieve available time options for scheduling a service appointment. When you call GetSlots(), you can pass a scheduling policy that doesn't include service objectives to minimize time spent evaluating and grading scheduling options, which improves performance and decreases latency. Then, use the Schedule() method to schedule the appointment to the best possible and highest-scoring service resource by using a scheduling policy that includes all your required service objectives. By using Apex, you can define different scheduling policies and customize the events in which a service appointment is automatically scheduled. - Use [optimization processes](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) to automatically create a schedule. Optimization processes such as global, in-day, and resource schedule optimization not only create a schedule, but also evaluate thousands of scheduling options in the background to find an optimal schedule quickly. Schedule optimization is the process of refining the schedule by evaluating thousands of scheduling options to find an optimal schedule. As events happen throughout the day —, for example, as new service appointments are created and schedules change —, optimization processes ensure that your schedule is continuously improved to produce an optimal schedule over time. You can optimize your schedule in several ways, either proactively or reactively. - Global optimization evaluates schedules for all resources in one or more territories over a longer period of time than the other optimization methods do. With more time to evaluate more scheduling permutations, the optimizer produces better scheduling results. Depending on the amount of data and the complexity of the schedule, global optimization can take up to 2 hours to complete processing, but the result is an improved schedule over other optimization methods. To use global optimization, trigger an optimization process with a scheduling policy that doesn’t have the [In-Day Optimization checkbox](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) selected. You can [run global optimization](https://help.salesforce.com/s/articleView?id=service.fs_landing_optimize.htm&type=5&language=en_US) by clicking **Optimize** in the Classic Dispatch Console, but it's more commonly run as a background process during low-volume periods. Global optimization can take a long time to finish, so it's best to [schedule it as a background process](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) when there’s not much activity on the schedule that can conflict with results. For example, schedule it to run once, sometime after midnight in the territory’s time zone. For global optimization, we recommend that you choose the lowest [time horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) that has the most schedule activity, allowing optimization to concentrate its resources on producing a schedule for what’s more time-critical. For example, if most service appointments must be scheduled within the next 3 days, set your optimization horizon from today to 3 days from now for the best results. Increasing the time horizon means the optimizer spends time generating a schedule that isn’t as critical as the immediate next few days. Because global optimization can be scheduled to run every night, it progressively moves through future days when it’s within the horizon date range. Automate future day schedules without global optimization by using other methods, or use a separate global optimization job for a future time period. - [In-day optimization](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US) evaluates schedules for all resources in one or more territories in a short period of time. This optimization responds to the dynamic nature of updates that happen throughout the day, such as reschedules, cancellations, and onsite time updates. Because in-day optimization is typically run within the business day to quickly optimize the schedule, the process caps its run time to provide a rapid result. This process runs for up to 5 minutes for Enhanced Scheduling and Optimization, and up to 10 minutes if you’re not using Enhanced Scheduling and Optimization. To use in-day optimization, trigger an optimization process with a scheduling policy that has the [In-Day Optimization checkbox](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) selected. You can run in-day optimization by clicking [Optimize](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US) in the Classic Dispatch Console, or you can run it recursively throughout the day using a [scheduled job](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US). When you create an optimization job with an in-day scheduling policy, the Schedule tab provides additional options to run optimization at set intervals throughout the day to continuously optimize as your day progresses. For in-day optimization, we recommend that you run the optimization for a [time horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) of a maximum of 2 days, for example, today and tomorrow. You can run in-day optimization for more days, but because the run time for in-day optimization is limited, it’s best to prioritize what’s most critical for optimization processing. Most reschedules, cancellations, and onsite time updates that happen throughout the day affect today and tomorrow’s schedule, so it’s most efficient to focus on those days. While in-day optimization can fix schedule exceptions and optimize schedules according to service objectives to improve efficiency, global optimization is a faster-running optimization process that yields better schedule metrics. - [Resource schedule optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) is an optimization process that evaluates and creates a schedule for a resource when last-minute changes occur,  such as canceled jobs, jobs running late, scheduling conflicts (overlaps), or emergencies. While resource schedule optimization can be run [programmatically](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_OAAS.htm#apex_FSL_OAAS_methods) to react to certain scheduling events, you typically run it from the Classic Dispatch Console. To run the optimization from the Classic Dispatch Console, select **Resource Schedule Optimization** from the action menu of the resource whose schedule you want to optimize.For resource schedule optimization, we recommend that you choose the lowest [time horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) for the resource that you want to impact. Typically, choose one day for the best results. Use global or in-day optimization to optimize longer time periods. - [Scheduling recipes](https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US) are configurable actions that you can set to automatically perform Resource Schedule Optimization for a given service resource when certain criteria are met. For example, create a recipe to resolve schedule conflicts that occur when a job runs late. You can also create a recipe to fill gaps in the schedule when an appointment is canceled. Scheduling recipes are triggered immediately when changes are made to the schedule, so you don't have to intervene manually. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Scheduling Recipes aren't supported in Enhanced Scheduling and Optimization. - [Fix Overlaps by Using an Automated Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US) provides the same outcome and functionality as scheduling recipes. It enables you to perform and trigger Resource Schedule Optimization from Flow based on user-defined criteria and events, such as an appointment running late. The value of this feature compared to Scheduling Recipes is that it’s configurable in Flow. Also, other event-based automation can exist, and this feature has a greater ability to integrate with current business processes and automation. - [Fix overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) can be used to automatically resolve overlaps created in the schedule, for example,  an appointment ending late. Overlapping service appointments are unrealistic as a service resource can’t perform more than one service at a time. Fix overlaps can quickly resolve overlaps to produce a more realistic schedule. Fix Overlaps can resolve schedule overlaps, but it doesn't schedule new work to a service resource or optimize a resource’s schedule according to service objectives. Fix Overlaps is a good choice when you want to resolve an overlap without disrupting the schedule too much. If you want to resolve an overlap and optimize a resource’s schedule according to service objectives and other work that’s not yet scheduled to the resource, then Resource Schedule Optimization is a better choice. The methods described in this topic are the most common automated scheduling and optimization methods used to produce efficient schedules. For a full list of scheduling services, see [Field Service Scheduling and Optimization Services](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_services.htm&type=5&language=en_US). Learn how to set up your data for success in [Considerations for Effective Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto_considerations.htm&type=5&language=en_US). - **[Guidelines for Effective Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto_considerations.htm&release=264.0.0&type=5)** Before you use the Field Service tools for automating and optimizing your workforce’s schedule, make sure you review some key aspects and considerations. #### See Also - [What’s Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&type=5&language=en_US) - [Manage Field Service Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) - [Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&type=5&language=en_US) - [Adopt and Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&type=5&language=en_US) <!-- document id=05d9a9068f29ef2d4de03892f98ee868f7d40dce064e9fd6b144501239cfd23c url=/admin/current/en-us/service/264-0-0/bots_service_template.md --> # Get Started with the Intro Template Bot Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Salesforce designed the Intro Template to get you up and running with Einstein Bots as quickly as possible. This guide provides examples of common sales and service automation scenarios that you can customize for your business. After you deploy the bot through the Guided Setup Flow, you’re dropped into the Bot Builder experience with a pre-configured Bot. If the process seems daunting, don’t worry—that’s what this guide is for. In what follows, we help you understand what’s happening behind the scenes in the bot configuration. The Intro Template is deployed through an all-new Guided Setup experience where you can customize the bot’s name, language, and use cases. Using this guided experience, you can learn how to deploy a bot in a Salesforce organization in 1 minute. To create a bot using the Intro Template, read more at [Create a New Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_create_template.htm&release=264.0.0&type=5 "The intro template includes popular Salesforce actions such as creating a case, creating a lead, looking up an order, or adding a case comment to an existing case. To kickstart conversational experiences, the template also includes intent data."). The Intro Template covers common major use cases for your customers. Each use case appears in the bot’s Main Menu, which directs users down different paths in the bot depending on what they select. Also included with the Intro Template are pre-built flows that handle the creation and look-up of Salesforce records. For example, the Connect with Sales dialog skill includes a flow to create a lead, and the Report an Issue dialog skill includes a flow to create a case. In addition, we added dialogs that are crucial to creating a complete bot, such as transferring to a service rep or gracefully handling the end of the conversation. ![A flowchart of the Intro Template conversation flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_flowchart.png) The goal of this document is to explain each component and the best practices we used to implement each component. We hope you use these methods to elevate your own bots, so your customers have a great experience every time. These small steps take good bots and turn them into great bots. - **[Create an Intro Template Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_create_template.htm&release=264.0.0&type=5)** The intro template includes popular Salesforce actions such as creating a case, creating a lead, looking up an order, or adding a case comment to an existing case. To kickstart conversational experiences, the template also includes intent data. - **[Learn About the Template Bot: Welcome Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_template_welcome.htm&release=264.0.0&type=5)** Learn about how the bot kicks off the conversation and guides the end user towards common tasks. - **[Learn About the Template Bot: Connect with Sales](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5)** Build a bot to capture end user information and create a lead record. - **[Learn About the Template Bot: Report an Issue](https://help.salesforce.com/s/articleView?id=service.bots_service_template_report_issue.htm&release=264.0.0&type=5)** You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog. - **[Learn About the Template Bot: Check Issue Status](https://help.salesforce.com/s/articleView?id=service.bots_service_template_check_issue.htm&release=264.0.0&type=5)** The bot uses dialogs such as Check the status of an existing issue, Case look up, Case found, Case not found, and Add case comment to check the status of a case and add a case comment. - **[Learn About the Template Bot: Check Order Status](https://help.salesforce.com/s/articleView?id=service.bots_service_template_check_order.htm&release=264.0.0&type=5)** Automate order lookups using the Check the status of an order, Order look up, Order found, and Order not found dialogs. - **[Learn About the Template Bot: Gather Info from User](https://help.salesforce.com/s/articleView?id=service.bots_service_template_gather_info.htm&release=264.0.0&type=5)** Use one dialog to capture end user information. Build a dialog one time and share across multiple dialogs. - **[Learn About the Template Bot: Supporting Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_template_supporting_dialogs.htm&release=264.0.0&type=5)** Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching. <!-- document id=6bf896413affbd99279396bdf7ed31c89bccf1769cbc11891f268be569933f82 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_get_started.md --> # Get Started with the Scheduling Console The Scheduling Console is the new dispatching workspace for Field Service, built to replace the Classic Dispatch Console. The two consoles can coexist during the transition period, giving you time to migrate before the Classic Dispatch Console is retired. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Layout The Scheduling Console brings the Gantt, service appointment list, and map together into a single workspace. You can show the map alongside the Gantt or detached into a separate browser tab or window. - Dispatchers can duplicate the console tab across multiple monitors to view the Gantt, service appointment list, and map simultaneously. - Dispatchers can drag service appointments from the list or map straight onto the Gantt to schedule or reschedule them. - Resizable separators between the Gantt, service appointment list, and map help dispatchers adjust the layout to fit their workflow. ## Gantt The following Gantt features are available in the Scheduling Console or coming in a future release. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e111">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e114">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e117">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e120">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Appointment Side Panel</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p>Replaces the lightbox displayed over the Gantt in the Classic Dispatch Console, which was configured via field sets, with an LWC-based side panel.</p> <p>A default Lightning page is automatically created based on the existing field set configuration. Admins can edit the default page or create their own in Lightning App Builder.</p> <p style="margin-bottom:0;">See Service Appointment Side Panel in <a href="https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_features.htm&type=5&language=en_US" target="_blank">Features of the Scheduling Console</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Label</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>No change from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Existing Gantt label configurations transfer automatically — no setup required.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Label Details</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>New in the Scheduling Console.</p> <p>Displays a subtitle directly on the service appointment tile and in popovers, giving dispatchers more appointment details at a glance.</p> <p style="margin-bottom:0;">Populates the Gantt Label Details field on the Service Appointment object via a flow or another type of automation.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Dynamic Appointment Color</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>No change from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Default color is based on appointment status; overridden using the Gantt Color field. Existing color configurations transfer automatically — no setup required.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Color by Scenario</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Color-code appointments based on specific scenarios to override the default color.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Zoom</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Smooth, native zoom into any part of the Gantt horizon for seamless movement between the big picture and fine detail.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Resolution of 1 Day, 2 Days, 3 Days, and 1 Week</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">No change from the Classic Dispatch Console.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Resolution of 2 Weeks, 1 Month, Long Term</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Set the Gantt to a longer default view such as 2 weeks or 1 month, or add a custom view of up to 12 months, to plan long-cycle work. See <a href="https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_long_term_views.htm&type=5&language=en_US" target="_blank">Long-Cycle Work and Long-Term Views in the Scheduling Console</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Utilization View</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Territory-Based Time Zone</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>No change from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">The Gantt uses the service territory's time zone. Individual user time zones aren't supported.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Week Numbers</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>No change from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Users can show or hide week numbers on the Gantt.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Holiday Indicators</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Highlight Weekends</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt View Option Filters</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Users can filter out non-working hours and show or hide weekends on the Gantt.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Gantt Display Settings</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Users can select the Gantt display times, the first day of the week shown on the Gantt, and show or hide week numbers and weekends on the Gantt.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Utilization Percentages</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Utilization percentages are displayed on service resource tiles and next to service territory names in the service resource list. Dispatchers can hover over a percentage to see a detailed breakdown. Percentages update automatically based on schedule updates and reflect the Gantt's date range.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Reschedule, Change Status, Pin / Unpin, Find Candidates, and Unschedule Actions</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Dispatch and Unschedule actions applied to multiple service appointments at the service territory level aren't available.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Adjust Duration</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Adjust the duration of a service appointment or resource absence directly on the Gantt. See Adjust Duration in <a href="https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_actions.htm&type=5&language=en_US" target="_blank">Actions in the Scheduling Console</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Bundle Action</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Flag Action</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Custom Actions</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p>Existing Apex and Visualforce custom actions built for the Classic Dispatch Console transfer automatically. Flow-based and LWC-based actions are new and available only in the Scheduling Console.</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_custom_actions.htm&type=5&language=en_US" target="_blank">Custom Actions in the Scheduling Console</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Resource Schedule Optimization, In-Day, and Global Optimization</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p>After each optimization run, shows metrics before and after optimization and a breakdown of service appointment updates.</p> <p>Global Optimization and In-Day Optimization are separate actions, allowing admins to enable both or assign different access levels to different users.</p> <p style="margin-bottom:0;">Advanced settings are controlled via permissions — some users can access the full configuration, while others can run optimization with a single click.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Activity Tracker</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Centralized, real-time log of all scheduling and optimization processes.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="vertical-align:top;" headers="d106466e111 d106466e114 d106466e117 d106466e120 "><strong>Service Resource</strong></td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Resource Popover</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Service resource popover on hover shows skills, skill levels, capacity, and available actions. Previously displayed as a lightbox in the Classic Dispatch Console with related objects.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Resource Side Panel</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Search service resources by name directly from the Gantt.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Resource Search</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Resource Gantt Label</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>No change from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Existing service resource Gantt label configurations transfer automatically — no setup required.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Skills and Service Resource Type Filters</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Custom Service Resource Sorting</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Custom Service Resource Filtering (Along with Working Resources Filter)</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Filtering factors for utilization</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Service Resource Utilization Sorting</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">View resources based on capacity and workload.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Capacity-based Service Resource</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">View all service appointments assigned to a specific capacity-based service resource, with the ability to view details and perform actions.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Resource Absences</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 ">Create resource absences on the Gantt by selecting <strong class="uicontrol">Create</strong> | <strong class="uicontrol">Resource Absences</strong> in the Scheduling Console header, or by clicking <strong class="uicontrol">Create Absence</strong> in the service resource popover or action bar. Edit and Delete actions are available from the resource absence popover or action bar. Resource absence creation using drag and drop isn't supported. </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Resource Absence Popover</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Resource Absence Custom Actions</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e111 ">Single and Multiple Service Resource Route Visualization</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e114 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e117 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e120 "> <p>Enhanced from the Classic Dispatch Console: Viewing a single service resource’s route on the map. </p> <p style="margin-bottom:0;">New in the Scheduling Console: Viewing multiple service resource routes on the map.</p> </td> </tr> </tbody> </table> ## Service Appointment List The following service appointment list features are available in the Scheduling Console or coming in a future release. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e946">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e949">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e952">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e955">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Create, and Edit Service Appointment List Views</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Via the standard Salesforce service appointments list view.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Search Within a Service Appointment List</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Server-side filtering finds any appointment regardless of the display limit. Searching by lookup fields and searching for multiple values using commas aren't supported.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Global Search</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> <p>Enhanced from the Classic Dispatch Console.</p> <p style="margin-bottom:0;">Admins can configure up to 10 fields for the service appointment global search. Previously limited to service appointment ID and service appointment number in the Classic Dispatch Console.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Sorting</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Server-side sorting regardless of the display limit.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Match Gantt Dates</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Matches appointments in the list to the Gantt's date range based on the Early Start and Due Date (or arrival window) fields. The list can be detached from the Gantt's date range to show appointments regardless of their time frame.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Match Gantt Service Territories</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> <p>New in the Scheduling Console.</p> <p style="margin-bottom:0;">The list can be detached from the service territories shown on the Gantt.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Gantt Rule Violations Filter</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Rule violations are shown only for appointments currently displayed on the Gantt and within the Gantt's date range.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Schedule, Reschedule, Dispatch, Unschedule, Show on Gantt, Show on Map, and Pin / Unpin Actions</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">The Dispatch and Unschedule actions aren't available at the service territory level.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Find Candidates</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> <p>Enhanced from the Classic Dispatch Console.</p> <p>Includes travel time details and AI-generated explanations for each candidate recommendation.</p> <p style="margin-bottom:0;">See Find Candidates in <a href="https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_actions.htm&type=5&language=en_US" target="_blank">Actions in the Scheduling Console</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Bundling</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Flagging</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Schedule / Reschedule Multiple Service Appointments</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Multi-screen Drag and Drop</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 ">Drag service appointments from the service appointment list to the Gantt, across monitors or within the same window.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e946 ">Service Appointment List Filters</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e949 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e952 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e955 "> <p>Available filters: To-Do, Unscheduled, Scheduled, Canceled, Gantt Rule Violations, In Jeopardy, Match Gantt, Crews, and Contractors.</p> <p>Filters are available above the service appointment list.</p> <p style="margin-bottom:0;">Admins can enable or disable specific filters for all users, or for users with specific profiles or permission sets.</p> </td> </tr> </tbody> </table> ## Map The following map features are available in the Scheduling Console or coming in a future release. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1277">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1280">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1283">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1286">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Map Display</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> <p>New in the Scheduling Console.</p> <p style="margin-bottom:0;">Displays alongside the Gantt, or in a separate tab or window.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Sync with Gantt and Service Appointment List</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> <p>New in the Scheduling Console.</p> <p style="margin-bottom:0;">The map data is fully synchronized with the Gantt, the service appointment list, or both simultaneously.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Single and Multiple Service Resource Route Visualization</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> <p>Enhanced from the Classic Dispatch Console: Routes for a single service resource are displayed directly on the map.</p> <p style="margin-bottom:0;">New in the Scheduling Console: Enhanced multi-resource route overlay; shows the routes of multiple service resources overlaid on the map.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Marker Layers</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 ">Show or hide service appointment markers, service resource markers, and home base locations on the map using map layers.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">View and Interact with Existing Map Polygons</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Create and Edit Map Polygons</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Find and Center Service Resources</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 ">Using the View Route action or map layers.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Find and Center Service Appointments</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 ">Supported for single and multiple appointments.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1277 ">Map Reports</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1280 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1283 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_checkmark.png" alt="Green Checkmark"></span></td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1286 "> </td> </tr> </tbody> </table> ## Additional Supported Features The Scheduling Console supports the following features with some considerations to keep in mind. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1493">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d106466e1496">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1493 ">Service Resource Types</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1496 ">All types of service resources are supported: standard <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US" target="_blank">service resources</a>, <a href="https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&type=5&language=en_US" target="_blank">contractors</a>, and <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&language=en_US&type=5" target="_blank">crews</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1493 ">Service Appointment Types</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1496 ">All types of service appointments are fully supported. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&type=5&language=en_US" target="_blank">Manage Field Service Appointments</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1493 ">Agentforce</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d106466e1496 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_get_daily_summary.htm&release=264.0.0&type=5" title="Agentforce enables you to get an immediate overview of all of the critical service appointments that require your attention today. The summary includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the overview also includes appointments with rule violations and overlapping appointments.">Get a Daily Scheduling Summary</a> <p>Filters for summary categories aren’t supported in the Scheduling Console.</p> </li> <li><a href="https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_filling_gaps.htm&type=5&language=en_US" target="_blank">Fill gaps with Agentforce</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_agentforce_rebook.htm&release=264.0.0&type=5" title="Rebook appointments from the Gantt or by conversing with Agentforce in natural language. Agentforce then ‌contacts the customer to coordinate the appointment at a time that suits them.">Rebook Appointments with Agentforce</a></li> </ul> </td> </tr> </tbody> </table> ## Additional Migration Considerations Use this table to plan your migration from the Classic Dispatch Console to the Scheduling Console. | Feature | Status | Notes | | --- | --- | --- | | Custom Resource Sorting | Not Yet Available | Currently supports filtering by skills and resource type only. Custom filters, sorting, and the Working Resource checkbox are planned for a future release. | | Dispatch Console Settings – Gantt row heights | Not Yet Available |   | | CSS and JavaScript UI Customizations | Not Supported |   | | Bulk Actions for 200+ Records | Not Yet Available | The Schedule and Reschedule actions don't have this limit. | | Flag / Unflag | Not Yet Available |   | | Map Reports | Not Yet Available |   | | Gantt KPI Bar | Not Yet Available |   | <!-- document id=37c6e504ce778f787aef055503932c62e1c887db4af02aa2496d402ab74d51a7 url=/admin/current/en-us/service/264-0-0/fs_work_plans_set_up.md --> # Get Started with Work Plans in Field Service Customize your work plans settings, assign users permissions to manage work plans, and map fields that display information for work plans and work steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Enable Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_enable.htm&release=264.0.0&type=5)** Before you customize its settings, enable your work plans. - **[Customizing Work Plans Settings](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_customize_settings.htm&release=264.0.0&type=5)** Adjust work plans settings to accommodate your needs. - **[Assign User Permissions for Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_assign_user_perms.htm&release=264.0.0&type=5)** Give users access to work plans. - **[Map Fields for Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_map_custom_fields.htm&release=264.0.0&type=5)** Learn how standard fields for work plans are mapped from templates and how to map custom fields. <!-- document id=c5c9b9b3d0bb072c7d358820b4f6a62161f02a0ed5e09070404707610c2336e4 url=/admin/current/en-us/service/264-0-0/wfs_get_started.md --> # Get Started with Workforce Scheduling Learn the core concepts, data model, roles, editions, and limits that define your Workforce Scheduling implementation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Get to know the capabilities, appointment types, roles, and constraints that shape your Workforce Scheduling implementation. - **[Key Concepts](https://help.salesforce.com/s/articleView?id=service.wfs_key_concepts.htm&release=264.0.0&type=5)** Learn the scheduling methods, records, and classification model that Workforce Scheduling uses to run on-site and field work on one platform. - **[Editions and Licensing](https://help.salesforce.com/s/articleView?id=service.wfs_editions_and_licensing.htm&release=264.0.0&type=5)** Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Scheduling. - **[Considerations](https://help.salesforce.com/s/articleView?id=service.wfs_considerations.htm&release=264.0.0&type=5)** Review the considerations, supported scheduling methods, and appointment types that shape what you can schedule in Workforce Scheduling. <!-- document id=8f928f4c2c11dc2d1baddbb47a611947405452dd849dbda18e4515af62bd8a1c url=/admin/current/en-us/service/264-0-0/mfs_get_app.md --> # Get the Field Service Mobile App The Field Service mobile app is available to users with the Field Service Mobile license and a supported Android or iOS device. Learn how to install the app and log in. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> 1. To get the app, search for Field Service in the [Google Play Store](https://play.google.com/store/apps/details?id=com.salesforce.fieldservice.app) or the [iOS App Store](https://apps.apple.com/us/app/field-service-lightning/id1163307568) on your mobile device. 2. Open the app and log in. If prompted, create a passcode for an added level of security. If your Salesforce admin allows logins only through a company-specific login URL such as mycompany.my.salesforce.com, you must log in with a custom domain. To specify production or sandbox, click the gear icon in the top right of the login screen, or press + to enter a custom domain. If you’re an Experience Builder site user, the first login is slightly different. On the initial login screen, click the settings button in the top right, and then add a connection with the URL of your site. You can find the URL in Setup under Digital Experiences. If you're on an iOS device, omit https:// when entering the site URL. If you see a prompt that says FieldServiceApp Wants to Use salesforce.com to Sign In, accept it to log in to the app. For custom logins, see [Customize the Apex Login Controller](https://help.salesforce.com/s/articleView?id=experience.external_identity_customize_login_controller.htm&type=5&language=en_US). 3. When you open the app for the first time, you receive several device permission requests. Approve the requests to let the app: - Send you notifications. - Access your basic information. - Always access your location, which is used in the app’s mapping functionality and geolocation tracking for scheduling. Always means that your location is tracked when you’re using the app and when it’s running in the background. If the app isn’t running in the background or you’re logged out, your location isn’t tracked. - Access your camera. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When using the iOS app with iOS 13 or later, the location permission request allows the app to track the location only while the app is being used. To track the location while the app is in the background, set this value to Always from the device’s Settings app (**Settings** | **Field Service** | **Location**). #### See Also - [Technical Requirements for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_requirements.htm&release=264.0.0&type=5 "Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets.") - [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users.") - [Customize the Apex Login Controller](https://help.salesforce.com/articleView?id=experience.external_identity_customize_login_controller.htm&type=5&language=en_US) <!-- document id=6125ed385c166c4263b6af27b045e7a2754f9fc27713a679c1908a06c8dea3a0 url=/admin/current/en-us/service/264-0-0/fs_resource_expertise_landing.md --> # Get the Right Worker for the Job Match the right service resource to the right service appointment. With skills, extended match work rules, and resource priority, you can ensure the right person is assigned to the appropriate job. - [Skills and Skill Levels](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&type=5&language=en_US) - [Extended Match](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US) - [Resource Priority](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&type=5&language=en_US) <!-- document id=86c910de3e9c0fe587985c3d3dde7f28a21bdcfc8bd8bff79fc8bff60bf7c652 url=/admin/current/en-us/service/264-0-0/bots_service_asa_about.md --> # Get to Know Agentforce Service Agent Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table> Agentforce is a platform that includes tools for creating, customizing, and testing AI agents. AI agents are goal-oriented, autonomous AI applications that perform tasks and business interactions. They can initiate and complete a sequence of tasks, handle natural language conversations, and securely provide relevant answers drawn from business data. Agents adapt and improve with each interaction. For more information, see [What Are Agents?](https://help.salesforce.com/s/articleView?id=ai.copilot_overview.htm&type=5&language=en_US). Agentforce Service Agent (ASA) is a type of AI agent that specializes in service use cases. It can support customers on messaging channels, process incoming cases, and resolve common inquiries. Similar to Einstein Bots, ASA can also transfer complex or sensitive conversations to live service representatives. ASA leverages other features to complete tasks, including Messaging, Omni-Channel, Prompt Builder, and Agentforce Data Library. [Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&type=5&language=en_US) and [Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&type=5&language=en_US) Similar to enhanced Einstein Bots, you can add Agentforce Service agents to enhanced messaging channels and route conversations with Omni-Channel flows. Add an AI agent to your website or mobile app with Enhanced Chat. With a WhatsApp, Facebook Messenger, LINE, Apple Messages for Business, or SMS channel, you can support customers in a familiar setting. And you can use an external messaging service with Bring Your Own Channel (BYOC). [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US) AI agents and other generative AI features use prompt templates to complete tasks and generate high-quality responses. Prompt templates are reusable, use case-driven prompts that you can create, test, and manage in Prompt Builder. To include information that changes to prompt templates, such as customer names, contact information, and product prices, you can add merge fields to your template. You can also add flows and Apex to prompt templates. [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US) With [retrieval augmented generation (RAG)](https://help.salesforce.com/s/articleView?id=ai.generative_ai_rag.htm&type=5&language=en_US), AI agents can securely search for, retrieve, and ground responses in your Salesforce data and other relevant information. Add data sources and RAG to AI agents easily with Agentforce Data Library. Data libraries include key elements for RAG, such as a vector data store, search index, and retriever. You can add data sources, such as your knowledge base and files, to your data library without leaving Agent Builder. If you want to fine-tune RAG solutions for your use cases, customize RAG elements in Data 360 and Einstein Studio. #### See Also - [Einstein Generative AI Glossary](https://help.salesforce.com/s/articleView?id=sf.generative_ai_glossary.htm&language=en_US) - [Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_layer.htm&language=en_US) - [Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&language=en_US) <!-- document id=ca22fbbdfc7827807d67fd08deeb7791965ffd05606010976bf88ebda7a01d63 url=/admin/current/en-us/service/264-0-0/fs_personas.md --> # Get to Know Field Service Personas Learn about the different user personas in a typical field service implementation. Use standard and custom permission sets to tailor Field Service to your users’ needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159922e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">To access field service objects:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">Field Service Standard</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e70 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Field service players usually fall into one or more of the following profiles. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159922e122">User persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159922e125">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Admin</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">A Salesforce admin integrates Field Service features and sets up user permissions as needed.</td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Call Center Rep</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">Call center reps handle inbound cases, create work orders, and book appointments using global actions.</td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Contractor</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">Contractors are mobile workers, dispatchers, or office staff who are temporary or seasonal. Our Contractor and Contractor Plus licenses can be purchased as per-user-per-month or login-based licenses. The per-user-per-month option provides universal access to more regular contractors, while our login-based licenses are a cost-effective and flexible option for employers with large numbers of contractors. </td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Dispatcher</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 "> <p>Dispatchers build and manage appointments, assign mobile workers, and optimize the schedule based on worker skills, routing, and job priority. </p> <p style="margin-bottom:0;">If your business combines the dispatcher and call center rep roles, use the Field Service - Dispatcher permission set.</p> </td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Mobile workers (technicians)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">Mobile workers receive work orders and service appointments from dispatchers or call center reps and conduct customer site visits. They also update job progress from mobile devices with the Salesforce mobile app or the Field Service mobile app.</td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Self-service</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">Self-service users are your customers. You can grant access so that self-service users can schedule and manage their own service appointments via Experience Builder sites.</td> </tr> <tr class=""> <td data-label="User persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e122 ">Custom personas</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159922e125 ">Sometimes users don’t fit neatly into the predefined categories. For example, your company works with contractors that do the same work as employee mobile workers. In that case, we recommend mapping users to the persona that most closely matches their job function. Clone the managed package’s permission sets, then add your custom permissions to assign access.</td> </tr> </tbody> </table> Dispatchers and field technicians can’t handle inbound customer communications in call centers, manage customer cases, or complete sales-oriented tasks without additional licenses. <!-- document id=a8189e1955d6d7f75afa1c848e8a199ae6e292fa8c240e849682885a4a6914a6 url=/admin/current/en-us/service/264-0-0/omnichannel_get_to_know_components.md --> # Get to know Omni Lightning App Builder Components Command Center for Service V2 is a central hub for monitoring contact center operations. Use Live Cards and In-Progress Work components to get real-time visibility into your team's performance, all in one place. Omni data is available in Lightning App Builder allowing admins to create customized views for supervisors. - **[Monitor Contact Center KPIs with Live Cards](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_live_cards.htm&release=264.0.0&type=5)** Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs). - **[Track Active Work with the In-Progress Work Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_in_progress_work.htm&release=264.0.0&type=5)** The In-Progress Work component gives supervisors a live, consolidated list view of all work items currently owned by human representatives and AI agents. - **[Track Reps with the Service Reps Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_track_reps.htm&release=264.0.0&type=5)** The Service Reps component allows supervisors to keep up with their reps' presence statuses, channels, assigned queues and skills, and occupied capacity. Supervisors can monitor how long their reps have been in an available status and when they last accepted new work. The service reps shown are based on the Public Groups selected in the Select Visible Service Reps section of the Supervisor Configuration. Filter options reflect the service reps, AI agents, queues, and skills selected in the associated Supervisor Configuration. - **[Gauge Your Backlog with the Backlog Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_backlog_component.htm&release=264.0.0&type=5)** Take a look at all the work items waiting to be routed to your service reps, using the Backlog Lightning App Builder component in Command Center for Service V2. <!-- document id=4294138a2a319c4e091eca426e0ac56376f69c2cc396b3f8c794348a63ae58ef url=/admin/current/en-us/service/264-0-0/voice_getting_to_know.md --> # Get to Know Salesforce Voice Improve phone support with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Salesforce Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across all digital channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Take advantage of the unique capabilities available with Salesforce Voice. Voice provides service reps with a 360-degree view of each caller. It boosts rep productivity with automation and AI, and gives supervisors access to manage reps and queues regardless of channel type. It also integrates your telephony system with other channels for a unified experience. Salesforce Voice offers these unique benefits.  ## Architecture Salesforce Voice uses a scalable, resilient architecture that is designed for high-volume, high-availability contact centers. The architecture is built on standard Salesforce objects. The architecture enables your contact center users to have a consistent, integrated experience across all digital channels, such as voice, messaging, and email. IT leaders can also integrate multiple infrastructure systems across your contact center. ## AI Salesforce Voice is integrated with Einstein, providing Conversation Intelligence features. For example, Einstein can suggest the next best action to service reps based on signals from the telephony provider. To automate common tasks and help your contact center teams do more, add Einstein bots. ## Supervisor Experience Salesforce Voice is integrated with Command Center for Service, offering the same supervisor experience as other channels. Supervisors can view all of their reps’ incoming and current calls and digital conversations as they’re happening, see where calls are being routed, and identify conversations in progress that can require assistance or coaching. They can also monitor and manage call queues. For example, to keep your contact center running optimally, supervisors can move reps to other queues where they’re needed most.  ## Service Rep Experience Salesforce Voice leverages the Omni-Channel widget, offering reps a consistent, cross-channel experience when they’re interacting with customers. Omni-Channel enables reps to easily transfer customers between different channels, like from web to chat to phone and back, all while gathering and sharing the context across those channels. Reps can more quickly and intelligently handle calls, reduce average handle time, and optimize for volume surges. Voice comes with real-time transcription, integrated call recording and retrieval, and voicemail. ## Customer Experience Salesforce Voice enables you to deliver more proactive and personalized service to your customers. Salesforce Voice comes with Omni-Channel flows. Use flows to personalize the customer experience and cut voice call costs while improving customer response times and satisfaction. To provide a service rep with more context about the customer, like their contact record and associated case, use a flow to get their personal information from a web form. You can also set up flows to enable reps to move costly high-touch interactions to low-to-no-touch interactions. For example, you can transfer callers to messaging with intelligent bots or to the web with self-service knowledge articles. ## Unified Routing Salesforce admins can use the same routing engine to route channels, such as voice calls, messages, and chats. - **[Salesforce Voice and Your Telephony System](https://help.salesforce.com/s/articleView?id=service.voice_and_your_telephony_provider.htm&release=264.0.0&type=5)** Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components. - **[Salesforce Voice Key Concepts](https://help.salesforce.com/s/articleView?id=service.voice_key_concepts.htm&release=264.0.0&type=5)** When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony. - **[Use Salesforce Voice Across Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_sales_service.htm&release=264.0.0&type=5)** Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice. - **[Salesforce Voice with Telephony Providers Learning Map](https://help.salesforce.com/s/articleView?id=service.voice_learning_map.htm&release=264.0.0&type=5)** The learning map helps orient you at any stage of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) journey. It provides learning resources, a list of high-level tasks for admins, and a feature summary for contact center reps and supervisors. #### See Also - [_Trailhead_: Salesforce Voice](https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-voice) - [_Developer Guide_: Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm) <!-- document id=2eb19c684110fe7b50e634ebb9575ee616b63b7f63b0329294d8ccdb4281d62c url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_tabs_intro.md --> # Get to Know the Command Center for Service Tabs Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Administrators can [configure which tabs are shown and in which order](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5 "Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors."). They can also create [custom Command Center for Service tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") that have their own components or dashboards. Command Center for Service tabs are shown based on the type of routing that is set up in your org. | Tab | Only queue-based routing | Both queue-based routing and skills-based routing | External routing | | --- | --- | --- | --- | | Wallboard | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | | Service Reps |   |   |   | | Queue Backlog | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | | In-Progress Work | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | | Skills Backlog | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_crossmark.png) | | Agentforce | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | | Reports | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_gen_checkmark.png) | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If queue-based or external routing is set up, the Service Reps tab doesn't show the Skills column. Depending on how your administrator set up your Command Center for Service, you might not see all Command Center for Service tabs or action buttons either. - **[Wallboard Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_wallboard_tab.htm&release=264.0.0&type=5)** View a snapshot of how your service reps are keeping up with their contact center workload. The Wallboard tab shows key metrics for the service reps and work that you manage. The wallboard shows metrics for work items that are routed using queues or skills. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration. - **[Service Reps Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab.htm&release=264.0.0&type=5)** Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work. - **[Queues Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_queues_tab.htm&release=264.0.0&type=5)** Gauge your backlog with the Command Center for Service Queues Backlog tab. The Queues Backlog tab is shown if either queue-based routing or external routing for Omni-Channel is enabled in your org. - **[In-Progress Work Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_work_tab.htm&release=264.0.0&type=5)** Take a stroll through the work items that are making their way through your queues and onto your service reps’ screens, using the In-Progress Work tab in Command Center for Service. - **[Skills Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&release=264.0.0&type=5)** See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org. - **[Agentforce Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_ai_agents_tab.htm&release=264.0.0&type=5)** Monitor active enhanced messaging conversations with Agentforce Service Agents. In this tab, you can view the conversations between them and your customers in real time. You can also identify which Service agent needs help by looking for raised flags. - **[Reports Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_reports_tab.htm&release=264.0.0&type=5)** Quickly gain comprehensive insights into historical contact center and representative performance using the reports in Command Center for Service. Leverage this information to strategize, make data-driven decisions, and take immediate actions to enhance team efficiency, contact center operations, and customer satisfaction. For instance, use the reports to identify trends in case volume, and then optimize resource allocation to manage contact center costs. <!-- document id=21c117cbb8bb635f530084b3960e7c76b7193acedf27f1a2cb9747d01ce71e5f url=/admin/current/en-us/service/264-0-0/messaging_components_builder.md --> # Get to Know the Messaging Component Builder The Messaging Component Builder is your workshop where you can customize and preview all types of messaging components. Learn where and how to get things done in the Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_builder__d1137e840"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_builder__d1137e840" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> </tbody> </table> The Builder opens when you perform either of these actions on the Messaging Components page in Setup. - You create a messaging component. - You click the name of a messaging component. Let’s look at a messaging component in the Builder. ![Messaging Component Builder with left-hand tab pane outlined](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_builder.png) The component name appears in the header bar. The tabs in the left-hand navigation menu each contain settings that control the appearance and behavior of your messaging component. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:40%"> <col style="width:35%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154486e126">Tab Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154486e129">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154486e132">Tasks Completed on this Tab</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">Manage a component’s details such as its name, developer name, description, type, and language. Depending on the component type, the Details tab also shows other settings such as the associated global action.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 "> <ul> <li>Update the component name, which service reps see in the Service Console.</li> <li>Update the component description, which appears only in the Builder.</li> <li>Update the component language to indicate which language its text uses. This field is informational and appears only in the Builder.</li> <li>Add or remove formats to your component, and drag them into priority order.</li> </ul> </td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Constants</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">Manage standard and custom constants that you can reference in your component’s properties. The text and images that you provide when creating your component are all saved as standard constants. You can also add custom constants. For example, to show an image in the component link sent to customers, add the image as a custom constant and then reference it in a component property.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 "> <ul> <li>View and edit standard constants.</li> <li>Add and remove custom constants, which can be images or text.</li> <li>Edit list options and add images to them.</li> </ul> </td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Parameters</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">Manage standard and custom parameters that you can reference in your component’s properties. In some types of components, standard parameters are added automatically. For example, time selectors include a standard parameter that represents the time slots shown in the component. You can also add up to 5 custom parameters per component, such as a RecordId parameter that lists a product name.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 "> <ul> <li>View and edit standard parameters.</li> <li>Add and remove custom parameters.</li> </ul> </td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Customization</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">This tab appears only for form components.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 "> <ul> <li>View the global action associated with the component.</li> <li>Update the number of minutes after which links to the form expire in messaging sessions.</li> </ul> </td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Payment Provider</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">This tab appears only for payment components.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 ">View the payment provider associated with your messaging component.</td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Authentication Provider</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">This tab appears only for authentication components.</td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 ">View the authentication provider associated with your messaging component.</td> </tr> <tr class=""> <td data-label="Tab Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e126 ">Component Formats</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e129 ">Manage the formats that the component is available in. The Text (plain text) format is added by default, but all components offer additional formats that you can add to control its appearance and behavior. When you add a format to the component, it appears as a tab in the Component Formats section. </td> <td data-label="Tasks Completed on this Tab" class="slds-cell-wrap" style="vertical-align:top;" headers="d154486e132 "> <p>Click a format tab to complete these tasks.</p> <ul> <li>View the channels that support that format.</li> <li>Customize the format properties for the component. Configure each property to use a literal value, a constant, or a formula template that references the component’s constants or parameters.</li> <li>View a preview of the component in that format.</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type.") - [Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&release=264.0.0&type=5 "When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component.") - [Add Images to Messaging Components with Constants, Parameters, and Formulas](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_parent.htm&release=264.0.0&type=5 "Many types of messaging components can include images, such as enhanced links, forms, and questions with options. Images in messaging components give your customers helpful visual cues, reinforce company branding, and add some color—literally and figuratively—to everyday service interactions. Learn how to control which images are shown in a messaging component that a service rep or bot sends to a customer.") <!-- document id=238c3bbd1db08fa547c849484ebc0906284606b1118476872bf64f2d347749b9 url=/admin/current/en-us/service/264-0-0/cti_using.md --> # Get to Know Your Softphone Features The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4798e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4798e58 ">To view and use a softphone:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4798e58 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). You can use the softphone to: - [Log in to your call center](https://help.salesforce.com/s/articleView?id=service.cti_login.htm&release=264.0.0&type=5 "Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator.") - [Modify your call center state](https://help.salesforce.com/s/articleView?id=service.cti_changingstate.htm&release=264.0.0&type=5 "While logged in to Salesforce CRM Call Center, there are times when you do not want to receive calls on your softphone, or when you need to step away from your desk. Change the call center state to avoid receiving calls.") to show whether you are ready to receive a new call - [Dial a phone number](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5 "In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.") by using the built-in softphone, or by clicking the ![phone icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/btn_dial_inline.gif) icon next to any phone number associated with a contact, lead, activity, or account - [Look up a phone number](https://help.salesforce.com/s/articleView?id=service.cti_directory.htm&release=264.0.0&type=5 "Every call center has an associated call center directory that includes the name and number of every user that belongs to that call center, as well as other phone numbers that are related to records in your system.") in your custom call-center directory - [Answer a phone call](https://help.salesforce.com/s/articleView?id=service.cti_answeringacall.htm&release=264.0.0&type=5 "When logged in to a softphone, you can receive a call when the call originates from a queue and your call center state is set to Ready for Call, or the call is dialed directly to your extension and you are not already on a call.") from another call center user or an external number - [Put a caller on hold](https://help.salesforce.com/s/articleView?id=service.cti_holdcall.htm&release=264.0.0&type=5 "Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking.") - [Initiate a conference call](https://help.salesforce.com/s/articleView?id=service.cti_confcall.htm&release=264.0.0&type=5 "Initiate a conference call with another call center user or an outside phone number.") with another call center user or an external number - [Transfer a phone call](https://help.salesforce.com/s/articleView?id=service.cti_transfercall.htm&release=264.0.0&type=5 "Transfer a call to another call center user or to an external phone number.") to another call center user or an external number - [Add comments to or associate Salesforce records with an automatic call log](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5 "Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.") to quickly record information related to a call - [Edit personal Salesforce CRM Call Center settings](https://help.salesforce.com/s/articleView?id=service.cti_personalsettings.htm&release=264.0.0&type=5 "You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings.") to customize the behavior of your softphone ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Use a Softphone in the Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_cti.htm&type=5&language=en_US) - [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.") <!-- document id=e948a16a6a3ba0662c77f969a5e6792d96a98156b69e7c9bc9fd605dd99b6927 url=/admin/current/en-us/service/264-0-0/voice_transcripts.md --> # Get Up to Speed with Call Transcripts To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d161703e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">To answer and make calls and view Voice records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">Salesforce Voice Contact Center Rep permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">To view call transcripts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161703e75 ">Access Conversation Entries user permission (which is available in the Contact Center Agent permission set)</td> </tr> </tbody> </table> Call transcripts are available only if your admin configured them in your telephony provider and added the Conversation component to your page layout. If Amazon Connect is your telephony provider, keep these considerations in mind. - If the transcription Lambda functions require a warm-up period, the transcripts don’t appear immediately. - If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call are transcribed due to a Lambda function limitation. #### See Also - [Set Up Call Transcription](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_set_up_transcription.htm) <!-- document id=41e6b89410c89a9ef61b6ec862a5c2bfc3ecf44e6fce9c7578f637b27783cf5d url=/admin/current/en-us/service/264-0-0/hr_svc_get_worker_dir_dep.md --> # Get Worker Direct Deposits Action Retrieves all direct deposit account details from Paychex for the current employee, such as account number, account type, routing number, payment type, value, priority, and start date for each deposit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d77446e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d77446e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77446e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d77446e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetWorkerDirectDeposits</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Worker Direct Deposits</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Direct Deposit List, Retrieval Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me my direct deposit account." - "Which account is my pay deposited into?" - "What are my direct deposit details?" <!-- document id=08bd467511b2b86bef0eb9e845d1ec119cb2b8d8464077ae6410b2868a36559b url=/admin/current/en-us/service/264-0-0/hr_svc_get_worker_paychecks.md --> # Get Worker Paychecks Action Gets all paycheck records for the current employee from Paychex for a given pay period. Each record includes the check date and its earnings, deductions, taxes, and informational items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d72880e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d72880e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72880e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d72880e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetWorkerPaychecks</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Get Worker Paychecks</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Pay Period ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Worker Paychecks, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me my paychecks for this pay period." - "What were my earnings and deductions on my last check?" - "Pull up my paycheck details." <!-- document id=efcc4fb6519c022d2c38f96dfb95ee2370ff47f3827cfd1dc53bbc7ab7fc9eb8 url=/admin/current/en-us/service/264-0-0/svc_site_get_oriented.md --> # Getting Oriented with the Service Catalog Site Use the provided resources and overview information to learn the basics of the Service Catalog site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The provided resources, supplemental documentation, and overview information are curated specifically for Service Catalog. Where applicable, we provide links to the relevant Experience Cloud documentation. 1. **[Service Catalog Site Glossary](https://help.salesforce.com/s/articleView?id=service.svc_site_glossary.htm&release=264.0.0&type=5)** Get familiar with the key terms used in this documentation. The terms are curated for Service Catalog and supplement the Experience Cloud glossary. 2. **[Service Catalog Site Resource Hub](https://help.salesforce.com/s/articleView?id=service.svc_site_resources.htm&release=264.0.0&type=5)** Resources are available to help you understand the relationship between Experience Cloud and the Service Catalog site. 3. **[Service Catalog Site Basics](https://help.salesforce.com/s/articleView?id=service.svc_site_comps_temps_ov.htm&release=264.0.0&type=5)** The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items. #### See Also - [_Salesforce Help_: Setting Up Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_setup_intro.htm&release=264.0.0&type=5 "Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.") <!-- document id=3ef87bff61f62660fca488f762e2537125498eabb1cbba24244df0ca7f29e522 url=/admin/current/en-us/service/264-0-0/fs_contractor_access.md --> # Give Contractor Service Resources Access to the Field Service Mobile App The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data with contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database and give them the access they need. ## Create an Account and Contacts Create an account that represents the contractor, something like Widget Corporation Contracting. Then create contacts linked to the account. Create at least one contact for the contractor manager. If other contractors need access to Experience Builder sites, create contacts for each user. ## Set Up Access and Permissions Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution with your company. Community licenses are required to access Experience Cloud sites. Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service Mobile permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors (recommended) and configure their object permissions. ## Log In Faster with Deep Links Use deep linking to automatically set the login URL and streamline the onboarding process for contractors. Users simply click the link and enter their login credentials to access the Field Service mobile app faster without typing a long URL. For example, use the supplied URL to add a connection to a server.. This example the server is saved to the Change Server list. Give users quick access by eliminating the need for repeated login attempts: `com.salesforce.fieldservice://v1/login/<server_name>/<server_url>`. This example sets the login URI, sends users directly to `https://my.site.come/contractor/login`, and saves the login record in the Change Server list as employee: `com.salesforce.fieldservice://v1/login/employee/my.site.com/contractor/login` For optimal deep linking to the Field Service mobile app: - Create a user-friendly name to identify the server, like `<server_name>`. - Avoid spaces, punctuation, and characters other than letters or numbers, especially if workers must log in to multiple sites. - Don’t include http or https when specifying the URL. - Test your link before sharing, because not all apps support clicking links that other than http. - **[Granting Access and Permissions to Contractors](https://help.salesforce.com/s/articleView?id=service.fs_contractor_access.htm&release=264.0.0&type=5)** To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. ## Granting Access and Permissions to Contractors To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d149418e156">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149418e156 ">To grant access to contractors</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149418e156 ">Customize Application</td> </tr> </tbody> </table> 1. Assign the Field Service user license to the user. 2. Create a Field Service permission set. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click **New**. 3. Select the appropriate Field Service Mobile license for your contractor from the picklist, whether that’s Customer Community Plus or Partner Community 4. Click **Save**. 5. Click **System Permissions**, then click **Edit**. 6. Select the Field Service Standard and Field Service Mobile system permissions. 7. Click **Save**. 3. Customize the permission set’s object permissions by clicking Object Settings, then click an object’s name to modify its permissions. 4. Assign the permission set to your mobile app users: 1. Click **Manage Assignments**, and then click **Add Assignments**. 2. Select all users who need the app permission set. 3. Click **Assign**. 5. Make sure the user has the API Enabled system permission set enabled. This permission set is assigned from either the user profile or other permission set which includes the API Enabled system permission. 1. Click **System Permissions**. 2. Click **Edit**. 3. Select **API Enabled**. 4. Click Save. <!-- document id=bc3d36a6d6c79b56f3e4506883ecf978c35b1f3dd27749acb04134d7a09924f7 url=/admin/current/en-us/service/264-0-0/wfs_mobile_contractor_access.md --> # Give Contractors Access to the Field Service Mobile App Assign community and Workforce Scheduling licenses so contractors can log in to the Field Service mobile app and be scheduled. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To include contractors in scheduling, users also need the Workforce Scheduling Contractor license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4746e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4746e76 ">To grant access to contractors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4746e76 ">Customize Application</td> </tr> </tbody> </table> How you track contract work in Salesforce depends on how you track capacity, assign appointments, exchange data with contractors, and give them access to the Field Service mobile app. Create an account that represents the contractor, such as Ursa Major Solar Contracting. Then create contacts linked to the account. Create at least one contact for the contractor manager. If other contractors use Experience Builder sites, create a contact for each user. Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner Community license. If both license types are available, use Partner Community licenses for users who are engaged in sales or distribution with your company. Community licenses are required to access Experience Cloud sites. To include contractors in scheduling, assign the Workforce Scheduling Contractor User permission set. To give contractors access to work orders, service appointments, and service resource records, assign the Workforce Scheduling Field Resource Permissions permission set. To give contractors access to the Field Service mobile app, assign the Field Service Mobile permission set license. Create a user profile for contractors, and then configure their object permissions. To set the login URL for contractors, see [Log In Faster to the Field Service Mobile App with Deep Links](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_deep_links.htm&release=264.0.0&type=5 "Use a deep link so contractors open the Field Service mobile app with the login URL already set."). 1. Assign the Workforce Scheduling permission sets. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **Workforce Scheduling Contractor User**. 3. Click **Manage Assignments**, and then click **Add Assignments**. 4. Select the contractor users, and then click **Assign**. 5. Repeat these steps for the **Workforce Scheduling Field Resource Permissions** permission set. Assigning the Workforce Scheduling Contractor User permission set consumes one Workforce Scheduling Contractor license. 2. Create a Field Service Mobile permission set. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **New**. 3. Enter a label, such as Field Service Mobile Contractor. The API Name field is populated for you. 4. In the License field, select **Customer Community Plus** or **Partner Community**, matching the contractor's user license. 5. Save the permission set. 3. Select the Field Service system permissions. 1. Click **System Permissions**, and then click **Edit**. 2. Select **Field Service Standard** and **Field Service Mobile**. 3. Save your changes. 4. Configure the permission set's object permissions. 1. Click **Object Settings**. 2. Click an object name, and then set its object and field permissions. 3. Save your changes. 5. Assign the Field Service Mobile permission set to the contractor users. 1. Click **Manage Assignments**, and then click **Add Assignments**. 2. Select the contractor users. 3. Click **Assign**. 6. Select the **API Enabled** system permission on the contractor's profile or on another assigned permission set. 1. Click **System Permissions**. 2. Click **Edit**. 3. Select **API Enabled**. 4. Save your changes. - **[Log In Faster to the Field Service Mobile App with Deep Links](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_deep_links.htm&release=264.0.0&type=5)** Use a deep link so contractors open the Field Service mobile app with the login URL already set. <!-- document id=e84f3635c0acd02b6ca0fbe9afd582f5eb4379a83df6546a4fc8ab84bad37f2c url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_guest_users.md --> # Give Guest Users Site Access for Real-Time Location Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user record (one per site) and have the same access level. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69985e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69985e78 ">To create, customize, or publish a site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69985e78 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> </tbody> </table> 1. In Experience Builder, click **Settings** ![Settings icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 2. In Guest User Profile, click **<Your Site Name> Profile**. ![The General Settings page is open.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_10_guest_user_profile.png) 3. From Profiles, click **View Users** and click the user’s name. 4. From Permission Set Assignments, click **Edit Assignments**. 5. Add **Appointment Assistant Guest Permissions**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For guest users, be sure to enable public access. ![The General Settings page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_11_public_access.png) <!-- document id=22d74e6f477c6df831240bb8f17f31b551fe373f9e35781c6aa8d885f5ec0de7 url=/admin/current/en-us/service/264-0-0/wfs_mobile_worker_access.md --> # Give Mobile Workers Access to the Field Service Mobile App Assign Workforce Scheduling and Field Service Mobile licenses and permissions so workers can view work, get scheduled, and log in. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To be scheduled for work, users also need the Workforce Scheduling permission set license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d20279e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">To manage users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">To create service resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20279e76 ">Create on service resources</td> </tr> </tbody> </table> Experience Builder site users get the same license and permission assignments. After you assign access, create a service resource record for each worker. To schedule mobile workers, assign the Workforce Scheduling permission sets. These permission sets give workers access to work orders, service appointments, service resource records, and the app. 1. Assign the Workforce Scheduling permission sets. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **Workforce Scheduling User License**. 3. Click **Manage Assignments**, and then click **Add Assignments**. 4. Select the mobile users, and then click **Assign**. 5. Repeat these steps for the **Workforce Scheduling Field Resource Permissions** permission set. Assigning the Workforce Scheduling User License permission set consumes one Workforce Scheduling permission set license. 2. Create a permission set for the Field Service mobile app. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **New**. 3. Enter a label, such as Field Service Mobile. The API Name field is populated for you. 4. In the License field, select **Field Service Mobile**. 5. Save the permission set. 3. Select the required system permissions. 1. In the permission set, click **System Permissions**, and then click **Edit**. 2. Select **Field Service Standard**, **Field Service Mobile**, and **API Enabled**. 3. Save your changes. 4. Configure the object permissions. 1. In the permission set, click **Object Settings**. 2. Click an object name, and then set its object and field permissions. 3. Save your changes. Give mobile users at least these object and field permissions. Assign more permissions on objects such as assets, accounts, and products to match your business process. | Object Name | Object Permission Needed | Field Permission Needed | | --- | --- | --- | | Contact | Read | Email, Name, Phone, Title, Mobile | | Service Appointment | Read | Appointment Number, Created By, Created Date, Parent Record, Parent Record Type, Parent Record Status Category | | Service Appointment | Read, Edit | Address, Contact, Owner, Scheduled Start, Scheduled End, Status, Work Type | | Service Resource | Read, Edit | Active, User | | Work Order | Read, Create, Edit | None | 5. Assign the Field Service Mobile permission set to the mobile users. 1. Click **Manage Assignments**, and then click **Add Assignments**. 2. Select the mobile users. 3. Click **Assign**. Create a service resource record for each mobile user. Give each user Read access to their service resource record. If the org-wide default for service resources is Private, share each record with the related user or create sharing rules. See [Grant Access to Records](https://help.salesforce.com/s/articleView?id=platform.granting_access_to_records.htm&type=5&language=en_US). To configure branding, geolocation tracking, and offline priming for different user profiles, create Field Service Mobile Settings in Setup. <!-- document id=4c359a84eb14a82371404342533f13c29d7168ea1f4a9fcb9801a7573cd92ea7 url=/admin/current/en-us/service/264-0-0/miaw_non_agent_permissions_1.md --> # Give Non-Reps Access to Enhanced Chat Transcripts To let users who aren't service reps view Enhanced Chat transcripts, give them access to the Messaging Session record and assign them the Access Conversation Entries app permission. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_non_agent_permissions_1__d540e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_non_agent_permissions_1__d540e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> 1. [Give your non-rep user access to the Messaging Session record](https://help.salesforce.com/s/articleView?id=platform.users_profiles_record_types.htm&type=5&language=en_US). 2. From Setup, search for Profiles, and select **Profiles**. 3. Select the name of the profile for your non-rep users. 4. Select **App Permissions**. 5. Click **Edit.** 6. Select **Enable** on the Access Conversation Entries permission. 7. Save your changes. <!-- document id=5df431605b5cb9aac4e4a3fc0a77079da7c7902e4129aa440ade85433956cec3 url=/admin/current/en-us/service/264-0-0/knowledge_creation_access.md --> # Give Service Reps Access Give service reps access to Knowledge Creation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97150e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97150e57 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97150e57 "> <p>Assign Permission Sets </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> View Setup and Configuration</p> </td> </tr> </tbody> </table> #### See Also - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) ## Add Permissions for Knowledge Creation 1. From Setup, in the Quick Find box, enter Users, and then select **Users**. 2. Select the service reps you want to use Knowledge Creation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Drafting with Einstein cuts down on the effort to grow your knowledge base, but it can’t replace your service reps. To ensure your knowledge base includes only accurate, high-quality articles, create an approval process to ensure that the generated articles are reviewed by the appropriate experts before they’re published. Selective publishing can also boost article accuracy and improve grounding. Use permissions to control which service reps can publish articles directly and which need to submit their articles for approval. 3. In the Permission Set Assignments related list, click **Edit Assignments**. 4. Assign your selected service reps the Einstein Knowledge Creation permission set. The permission set is included with the Agentforce for Service add-on. 5. Save your work. <!-- document id=93f913a8ab972bebd190988f3cef2a03bac0d206677767453e37d0802f9638c4 url=/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_give_agents_access.md --> # Give Service Reps Access Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11942e37">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">Assign Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To view object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To edit object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 "> <p>Manage Profiles and Permission Sets </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To view and manage apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 "> <p>View Setup and Configuration </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Before assigning permissions, decide which service reps you want to use Service Replies. From Permission Sets, assign your selected service reps the Service Replies User permission set. The permission set is included with the Service Cloud Einstein add-on license. ![The Service Replies user permission set with Manage Assignments highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_generative_ai_permission_set.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To use Service Replies with Agentforce Data Library or Prompt Builder, assign agent the Data Cloud user and Prompt Template user permission sets, and give agents access to the Agentforce Data Library you’re using. Recommendations appear in the Einstein Replies component. If Reply Recommendations is enabled, users with the Einstein Reply Recommendations User permission set get the component on the Chat and Messaging console pages. #### See Also - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) - [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US) <!-- document id=b198a724189579914ab7fa011e3892ac590bcc29f3db3932690df5e645fb4364 url=/admin/current/en-us/service/264-0-0/reply_recs_servicec_replies_email_give_agents_access.md --> # Give Service Reps Access Give service reps access to Service Replies for Email in the Einstein Reply Recommendations component by assigning them a permission set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d29095e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">Assign Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">To view object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">To edit object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 "> <p>Manage Profiles and Permission Sets </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 ">To view and manage apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29095e57 "> <p>View Setup and Configuration </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> 1. Select the service reps you want to use Service Replies for Email. 2. Assign your selected service reps the Email Response User permission set. The permission set is included with the Service Cloud Einstein add-on license. ![The Email Response user permission set with Manage Assignments highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_service_replies_email_permission.png) <!-- document id=c39cbcd257a2c096e4ccb83301853d6df483f39da17ac443fa2de266e83e2ddd url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_give_agents_permission.md --> # Give Service Reps Access to Einstein Article Recommendations By default, all Lightning Knowledge users see Einstein Article Recommendations in the Knowledge component. A Lightning Knowledge user is a standard user with the Knowledge User permission and read access to Knowledge articles in Lightning Knowledge. If you prefer, you can limit access to users of your choice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58110e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58110e58 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58110e58 ">Assign Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58110e58 ">To customize Einstein Article Recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58110e58 ">Customize Application</td> </tr> </tbody> </table> When you activate your Einstein Article Recommendations model, we ask you to decide who sees article recommendations in the Knowledge component. ![Model activation prompt with access setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_users.png) Choose between two access options: - **All Lightning Knowledge Users** (default): Show article recommendations to all users of Lightning Knowledge. We recommend selecting this option to avoid user permission assignment and upkeep. - **Specific Users**: Show article recommendations to users you choose—for example, if you’re rolling out the feature slowly. If you select this option, only users with the View and Act On Einstein Article Recommendations user permission can see article recommendations. Assign this permission using permission sets or profiles. - In a permission set: 1. From Setup, in the Quick Find box, enter Permission Sets, and select **Permission Sets**. 2. Click the name of the permission set where you want to enable Einstein Article Recommendations. 3. Click **System Permissions** | **Edit**. 4. Select **View and Act on Einstein Article Recommendations**. 5. Click **Save**. - In a profile: 1. From Setup, in the Quick Find box, enter Profiles, and select **Profiles**. 2. Click **Edit** next to the name of the profile that needs access to Einstein Article Recommendations. 3. Under Administrative Permissions, select **View and Act on Einstein Article Recommendations**. 4. Click **Save**. You can change your user access preference at any time. From Setup, navigate to the Einstein Article Recommendations page and update the User Access setting. <!-- document id=34c11eeefc7c14bb5a5f32d92abd6a8b4a7826be4e05c91c0b2c8a94b4c03b24 url=/admin/current/en-us/service/264-0-0/cc_service_enable_perm.md --> # Give Service Reps Access to Einstein Classification Apps To let service reps view and act on Einstein’s field predictions, assign them the right user permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d78575e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78575e58 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78575e58 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Select **Einstein Case Classification User** or **Einstein Case Wrap-Up User**. These standard permission sets are already created for you. 3. Click **Manage Assignments**, and then assign users to each permission set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To assign the Einstein Case Classification User permission set to a user via Permission Set Groups, there must be another permission set that grants access to Case.READ in the same Permission Set Group. #### See Also - [Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_overview.htm&type=5&language=en_US) <!-- document id=c4696fb4524575edccc8cca24d30bc4821475b45e6890a995d1e278aa4a6db76 url=/admin/current/en-us/service/264-0-0/reply_rec_access.md --> # Give Service Reps Access to Reply Recommendations Give service reps access to Einstein Reply Recommendations by assigning them a permission set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93806e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">Assign Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To view object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To edit object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">Manage Profiles and Permission Sets AND Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">To view and manage apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93806e60 ">View Setup and Configuration AND Customize Application</td> </tr> </tbody> </table> 1. Decide which service reps should see reply recommendations during chats and messaging sessions. 2. Assign the Einstein Reply Recommendations User permission set to the service reps you identified. The permission set is included with the Service Cloud Einstein add-on license. 3. Give the service reps [read access](https://help.salesforce.com/articleView?id=quick_text_share_lex.htm&language=en_US) to the quick text folder containing your published replies. Optionally, divide replies into multiple folders. For example, create a folder of replies for each support tier and configure folder access so Tier 1 service reps only receive recommended replies from the Tier 1 folder, Tier 2 service reps from the Tier 2 folder, and so on. 4. Share [Use Reply Recommendations in the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&release=264.0.0&type=5 "When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers.") with your service reps so they know what to expect. Reply recommendations appear in the Einstein Replies component. There’s no need to add it to your page layouts—if Einstein Reply Recommendations is enabled, the component appears automatically on the Chat and Messaging console pages for users with the Einstein Reply Recommendations User permission set. Until replies are published to quick text and the predictive model is activated, the component indicates that there are zero replies available. To customize the Einstein Replies component, open the Chat and Messaging pages in the Lightning App Builder and update its settings on each layout. ![Einstein Replies component settings in the Lightning App Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_component_setup.png) | Setting | Purpose | | --- | --- | | Header Label | Customize the component header. Leave it blank to use the default “Einstein Replies” header. | | Go to active conversation for docked edits | (Not selected by default) Control what happens when the Einstein Replies component is docked and a user clicks **Edit** on a recommended reply. If this option is selected, clicking **Edit** sends the user to the active conversation window so they can edit and send the reply. Otherwise, clicking **Edit** keeps the user on the current tab. The reply appears in the message field for editing as expected, but the user may have to navigate to the conversation to see it. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you need to manually add the Einstein Replies component to the Lightning Service Console, here’s how. 1. From Setup, enter App Manager in the Quick Find box and select **App Manager**. 2. Click the dropdown next to the Service Console app where you want to add the Einstein Replies component, and click **Edit** | **Navigation Items**. 3. Select **Einstein Replies** from the Available Items list, and add it to the Selected Items list. 4. Click **Save**. Now it’s time to activate your model! <!-- document id=d7b6fcd05c0a2a63bb5b1c1e5f4bbecac90d1be9e3b28840cd9a1edea6dcf8f9 url=/admin/current/en-us/service/264-0-0/cc_generative_ai_work_summaries_give_agents_access.md --> # Give Service Reps Access to Work Summaries Give service reps access to Work Summaries by assigning them the correct permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31460e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31460e56 ">To give service reps access to Einstein for Service Work Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31460e56 "> <p style="margin-bottom:0;">Manage Profiles and Permission Sets</p> </td> </tr> </tbody> </table> 1. Select the service reps or profiles you want to use Work Summaries. 2. Assign your selected service reps the Work Summaries User permission set. The permission set is included with the Einstein for Service add-on license. ![The permission set page for Work Summaries User with Manage Assignment highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_user_assignment.png) If Work Summaries is enabled, users with the Work Summaries User permission set get access to the Wrap Up component in the service console. 3. (Optional) To use Work Summaries with Service Email, assign your users the Execute Prompt Templates user permission. 4. (Optional) To use Work Summaries in agent, assign service reps the Use Einstein Copilot for Salesforce user permission and the Prompt Template user permission. <!-- document id=9052834561b650ec142afbda281cb37e30b5975ca9103429b674e73e139b1d93 url=/admin/current/en-us/service/264-0-0/messaging_permissions_parent.md --> # Give Service Users Access to Messaging Assign permissions to users who will message with customers or supervise service reps in Messaging channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_permissions_parent__d810e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_permissions_parent__d810e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58930e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To assign permission set licenses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58930e94 ">Assign Permission Sets</td> </tr> </tbody> </table> Users who will help customers in Enhanced Chat require different permissions. For details, see the Enhanced Chat documentation on user access. ## Step 1: Assign the Messaging Permission Set License All users who will engage with customers in messaging sessions or supervise messaging service reps need the Messaging permission set license. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important If you upgrade from Digital Engagement to Agentforce Contact Center Digital, you must update your permission set license assignments. For details, see [Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5 "As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet."). 1. From Setup, enter Users in the Quick Find box, and select **Users**. 2. Select the user you want to assign the permission set license to. 3. In the Permission Set License Assignments related list, click **Edit Assignments**. 4. Enable the **Messaging User** permission set license, or if you have Agentforce Contact Center Digital, the **Messaging Unlimited** permission set license. 5. Click **Save**. 6. Repeat this process for all users that require Messaging. ## Step 2: Assign Messaging Permission Sets With the Messaging permission sets, service reps can exchange messages with customers and admins can customize the Messaging experience for service reps. Admins require some additional permissions that service reps don’t need. 1. Create a Messaging permission set for service reps. 1. From Setup, enter Permission Sets in the Quick Find box, and select **Permission Sets**. 2. Click **New**. 3. For Label, enter a name for the permission set. The API Name is automatically filled. 4. Skip the section about user licenses. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important If you select a user license, App Permissions aren't available. 5. Click **Save**. 6. In the details page, click **Service Presence Statuses Access** and click **Edit**. 7. Use the arrow buttons to add your Messaging presence statuses to the Enabled Service Presence Statuses list, and click **Save**. 8. Go back to the permission set overview page, and select **Object Settings** | **Messaging Sessions**. 9. Click **Edit**, give view access to all, and assign the appropriate access for your users or roles. 10. Click **Save**. 11. Go back to the Object Settings page and select **Messaging Users**. 12. Click **Edit**, give view access to all, and assign the appropriate access for your users or roles. 13. Click **Save**. 14. Go back to the permission set overview page and select **App Permissions**. 15. Click **Edit**, then select these user permissions: Messaging Agent, Initiate Messaging Sessions, Access Conversation Entries. 16. To let service reps transfer messaging sessions to flows or send messaging components using flows, select the Run Flows permission. 17. To let service reps use Messaging on the Salesforce mobile app, select the Message on Mobile permission. 18. To let service reps send an opening SMS message to a customer, select the Send Initial SMS Message to Individual permission. 19. Click **Save**. 2. Create a Messaging permission set for admins. 1. From the Permission Sets page, clone the permission set you created for service reps and give it a distinct name. 2. From the details page of the cloned permission set, select **App Permissions**. 3. Click **Edit**. 4. Select Configure Messaging to allow admins to add queues and perform other administrative tasks for Messaging. 5. If you plan to assign the Messaging admin permission set to users who aren’t System Administrators, select these additional permissions to let them create and edit Messaging channels: Customize Application, Manage Auth. Providers, View Setup and Configuration, and Modify All Data. Since these are powerful permissions, you may prefer to assign them to users individually. 6. Click **Save**. 3. Assign the permission sets. 1. From Setup, enter Users in the Quick Find box, and select **Users**. 2. Select the name of the user that you want to assign the permission set to. Start with yourself; otherwise, you can’t assign it to your service reps. 3. Click **Edit Assignments**. 4. In the Permission Set Assignment page, move the permission set that you created to the Enabled Permission Sets list. 5. Click **Save**. For help, see [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US). #### See Also - [Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.") <!-- document id=40a396cf42910505b7a0eb0365ac6e4aebf3cc0102d8ccbcc3bf61cfb9b8209e url=/admin/current/en-us/service/264-0-0/incident_mgmt_assign_broadcast_comms_access.md --> # Give Users Access to Broadcast Communications To let users create different broadcast types, give them access to Broadcast Communications object permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you grant users access to Broadcast Communications objects, enable broadcast types. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. From the Broadcast Settings tab, find Give Users Access to Broadcast Communications, and click **Go to Permission Sets**. 3. Select an existing incident team permission set or create one. 4. Select **Object Settings** and grant access to the following: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.303030303030305%"> <col style="width:69.69696969696969%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Communications</td> <td class="slds-cell-wrap" style="vertical-align:top;">To let users create broadcast communications like broadcast email and broadcast site banners, give users Create access to Broadcast Communications.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Communication Audience</td> <td class="slds-cell-wrap" style="vertical-align:top;">To let users see the broadcast communication record and the message that was sent, give users Create access to Broadcast Communication Audiences and Edit access to the broadcast communication’s Subject field.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Topics</td> <td class="slds-cell-wrap" style="vertical-align:top;">To let users set up broadcast types like broadcast site banners, give users Create access to Broadcast Topics. The user can then create a broadcast topic and assign it to networks.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Topic Collaboration Rooms</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>To let users set up broadcast Slack messages, give users Create access to Broadcast Topic Collaboration Rooms.</p> <p style="margin-bottom:0;">To let users send broadcast Slack messages, give users Read access to Broadcast Topic Collaboration Rooms.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Topic Groups</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>To let users set up broadcast alerts, give users Create access to Broadcast Topic Groups.</p> <p style="margin-bottom:0;">To let users create broadcast alerts, give users Read access to Broadcast Topic Groups.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Broadcast Topic Networks</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>To let users set up broadcast site banners, give users Create access to Broadcast Topic Networks.</p> <p style="margin-bottom:0;">To let users create broadcast site banners, give users Read access to Broadcast Topic Networks.</p> </td> </tr> </tbody> </table> 5. To let users create a broadcast site banner, alert, or Slack message, ensure that the Run Flows system permission is enabled for the permission set. 6. To let users send a broadcast Slack message, ensure that the Send Custom Notifications system permission is enabled for the permission set. 7. To let users with a supported Experience Cloud license see a broadcast site banner, [set the Broadcast Communication Audience sharing default to Public Read Only](https://help.salesforce.com/s/articleView?id=platform.admin_sharing.htm&type=5&language=en_US). 8. Assign the permission set to users. <!-- document id=cde230cb5403e3a3a6141205597846f44a190a24ec11c3934d2f596e93f935b1 url=/admin/current/en-us/service/264-0-0/incident_mgmt_assign_access.md --> # Give Users Access to Customer Service Incident Management To give your users access to Customer Service Incident Management features, assign user profiles access to incidents, problems, and changes requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. Select the user profile you want to give access to Incident Management. 3. Click **Edit**. 4. Check that the Incident, Problem, or Change Request tab is set to **Default On**. 5. Under Standard Object Permissions, enable the level of access for the Customer Service Incident Management object you want to assign the user profile. You can grant Read, Create, Edit, and Delete permissions. 6. Repeat for the other two Customer Service Incident Management objects. 7. Repeat for other user profiles as needed. <!-- document id=ce2b9cb181ac8b22fcb5d31a91bf52c983c1870aa51e12eb7b0e4b9975b58ee5 url=/admin/current/en-us/service/264-0-0/fs_document_builder_user_access.md --> # Give Users Access to Document Builder Assign users the standard permission sets for Document Builder, so they can create service document PDFs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d127921e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d127921e72 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d127921e72 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d127921e72 ">To create service documents with Document Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d127921e72 ">Field Service Document Builder Dispatcher, Field Service Document Builder Mobile, OR Field Service Document Builder Standard permission sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Select **Field Service Document Builder Dispatcher**, **Field Service Document Builder Mobile**, or **Field Service Document Builder Standard** for permission sets to assign to Field Service technicians, dispatchers, and admins. ![Document Builder standard permission sets](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_doc_builder_access_ootb.png) 3. To assign the permission sets to users, select **Manage Assignments**. Users who have been assigned these permission sets no longer have access to Service Reports, and the Create Service Report button no longer appears for them. #### See Also - [Assign Document Builder to Dispatchers and Mobile Workers](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_perm_sets.htm&release=264.0.0&type=5 "Assign Document Builder to users who have been assigned the Field Service Dispatcher or Field Service Mobile permission set license.") <!-- document id=6695d47a3c59d89438da3c2a776642839f4190e40e5ff193f8758884e365a559 url=/admin/current/en-us/service/264-0-0/miaw_prepare_users.md --> # Give Users Access to Enhanced Chat To let service reps message with customers, create and assign a permission set for Enhanced Chat service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_prepare_users__d265e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_prepare_users__d265e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96656e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To assign permission set licenses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96656e98 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. Assign the Enhanced Chat User permission set license. 1. From Setup, enter Users in the Quick Find box, and select **Users**. 2. Select the user you want to assign the permission set license to. 3. In the Permission Set License Assignments related list, click **Edit Assignments**. 4. Enable the Enhanced Chat User permission set license. 5. Click **Save**. 6. Repeat this process for all users that require Enhanced Chat. 2. [Create a presence status for Enhanced Chat.](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) 3. [Create a custom permission set for your chat reps.](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) While you may see an existing standard permission set called Messaging for In-App and Web user, it doesn't apply to service reps using Enhanced Chat. 1. Select **None** from the License dropdown menu. 2. Click the name of your permission set from the related list, and select **App Permissions**. Click **Edit**, and select **Enhanced Chat Rep**. 3. Save your changes. 4. [Edit the permission set to give users appropriate access to the Messaging Session object](https://help.salesforce.com/s/articleView?id=platform.perm_sets_objects_and_fields.htm&language=en_US). We recommend giving them read and edit access. 5. [Edit the permission set to give users access to presence statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&language=en_US). 6. [Assign the permission set.](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) 7. To allow service reps to transfer Enhanced Chat sessions, select **Enable Skills-Based and Direct-to-Agent Routing** on the Omni-Channel Settings page in Setup. - **[Give Non-Reps Access to Enhanced Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.miaw_non_agent_permissions_1.htm&release=264.0.0&type=5)** To let users who aren't service reps view Enhanced Chat transcripts, give them access to the Messaging Session record and assign them the Access Conversation Entries app permission. <!-- document id=c635e52f71d6d15428486cae61b507c59b7108d87e4cece353a01bb916464548 url=/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msgng_permissions.md --> # Give Users Access to Enhanced Chat for IT Services Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d126432e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To assign permission set licenses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Assign Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To build and manage Employee agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 "> <p>Manage AI Agents</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">To create a presence status and add Omni-Channel to a Lightning app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126432e74 ">Customize Application</td> </tr> </tbody> </table> Complete the [automated Enhanced Chat setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5 "Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent."). ## Give Employees Access to Enhanced Chat 1. Set up your employee users with the Unified Employee License and assign the **ITSM Portal UEL User** permission set. See [Set Up Employees for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support."). 2. Create a custom permission set for IT Service Employee Agent and give it Agent access. See [Manage Employee Agent Access](https://help.salesforce.com/s/articleView?id=ai.agent_manage_aea_access.htm&type=5&language=en_US). 3. [Assign this permission set to your users](https://help.salesforce.com/s/articleView?id=xcloud.assign_permission_set_to_user.htm&type=5&language=en_US). ## Give IT Support Reps Access to Enhanced Chat 1. Assign the Enhanced Chat User permission set license to your IT support reps. See [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&type=5&language=en_US). 2. [Create a custom permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) for your IT support reps so they can handle transferred Enhanced Chat conversations. 1. Select **Enhanced Chat User** from the License dropdown menu. 2. Save your changes. 3. Click **App Permissions**. 4. Click **Edit** and check **Enhanced Chat Rep**, **Initiate Messaging Sessions**, and **End Messaging Session**. 5. Save your changes. 3. [Assign the permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) to your IT support reps. 4. [Assign the Service feature license](https://help.salesforce.com/s/articleView?id=service.console2_assign_service_feature_license.htm&type=5&language=en_US) to your IT support reps so that they can use Enhanced Chat. 5. If your org doesn't have an online presence status for the **Messaging** service channel, [create one](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US). Set the status option to **Online** and add the **Messaging** service channel. 6. [Create a custom permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) for your IT support reps to access the presence status used for Enhanced Chat. 1. Select **None** from the License dropdown menu. 2. Save your changes. 3. Click **Service Presence Statuses Access**. 4. Click **Edit**. 5. Move the online Messaging presence status from **Available Service Presence Statuses** to **Enabled Service Presence Statuses**. 6. Save your changes. 7. [Assign the permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) to your IT support reps. 8. Add your IT support reps to the **IT Employee Agent Messaging Queue**. 1. From Setup, in the Quick Find box, enter Queues, and then select **Queues**. 2. Next to **IT Employee Agent Messaging Queue**, click **Edit**. 3. Under **Queue Members**, select **Users** from the **Search** dropdown menu. 4. Move your IT support reps from **Available Members** to **Selected Members**. 5. Save your changes. 9. If the Lightning console app that your IT support reps use doesn't include Omni-Channel, [add the Omni-Channel component](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) as a sidebar or utility. <!-- document id=e8ae1ffc61121d2290c8ad71689bbf3c2b973d96d907428410a93a7f746552c3 url=/admin/current/en-us/service/264-0-0/entitlements_giving_users_access.md --> # Give Users Access to Entitlement Management After you set up entitlement management, make sure that users have the appropriate user permissions, field access, and tab access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d175712e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e60 ">To create and edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e60 ">Manage Internal Users</td> </tr> </tbody> </table> 1. Assign entitlement management permissions to users. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175712e103">Users Who Will</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175712e106">Need These Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175712e109">Permissions Are Auto-Enabled on These Standard Profiles </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Set up entitlement management, including milestones, entitlement processes, and entitlement templates</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Manage Entitlements”</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Provide entitlement management to an experience</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Customize Application”</p> <p>AND</p> <p style="margin-bottom:0;">“Create and Set Up Experiences”</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create or update custom report types that include entitlement management</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Manage Custom Report Types”</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create and run reports based on entitlement management custom report types </td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Create and Customize Reports”</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create cases with entitlements</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Create” on cases</p> <p>AND</p> <p style="margin-bottom:0;">“Read” on entitlements</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change a case’s entitlement</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Edit” on cases</p> <p>AND</p> <p style="margin-bottom:0;">“Read” on entitlements</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create work orders with entitlements</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Create” on work orders</p> <p>AND</p> <p style="margin-bottom:0;">“Read” on entitlements</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change a work order’s entitlement</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Edit” on work orders</p> <p>AND</p> <p style="margin-bottom:0;">“Read” on entitlements</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Verify or view entitlements</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Read” on entitlements</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create entitlements</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Create” on entitlements</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span id="entitlements_giving_users_access__CloneStandard"><a name="entitlements_giving_users_access__CloneStandard"><!-- --></a>None: enable the permission in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change entitlements</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Edit” on entitlements</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span>None: enable the permission in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">View entitlement contacts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Read” on entitlement contacts</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change entitlement contacts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Create” on entitlement contacts</p> <p>AND</p> <p style="margin-bottom:0;">“Delete” on entitlement contacts</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span id="entitlements_giving_users_access__CloneStandardPlural"><a name="entitlements_giving_users_access__CloneStandardPlural"><!-- --></a>None: enable the permissions in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Verify or view service contracts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Read” on service contracts</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Create service contracts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Create” on service contracts</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span>None: enable the permission in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change service contracts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Edit” on service contracts</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span>None: enable the permission in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Verify or view contract line items</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 ">“Read” on contract line items</td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 ">Standard User, Solution Manager, Contract Manager, Marketing User, and System Administrator</td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Add contract line items to service contracts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Edit” on service contracts</p> <p>AND</p> <p style="margin-bottom:0;">“Create” on contract line items and “Read” on products and price books</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span>None: enable the permissions in a permission set or custom profile</span> </td> </tr> <tr class=""> <td data-label="Users Who Will" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e103 ">Change contract line items on service contracts</td> <td data-label="Need These Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e106 "> <p>“Edit” on service contracts</p> <p>AND</p> <p style="margin-bottom:0;">“Edit” on contract line items and “Read” on products and price books</p> </td> <td data-label="Permissions Are Auto-Enabled on These Standard Profiles" class="slds-cell-wrap" style="vertical-align:top;" headers="d175712e109 "> <span>None: enable the permissions in a permission set or custom profile</span> </td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If a standard profile doesn’t include a certain user permission, you can create a permission set and enable the permission in it. Or, clone the standard profile and enable the permission in the custom profile. 2. Set field-level security. Choose which entitlement management fields users can view and edit. Field-level security settings let you specify users’ access to fields in several areas of the user interfaces: - Detail and edit pages - Related lists - List views - Reports - Search results - Email and mail merge templates - Experiences ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To let a user create cases from entitlements or change a case’s assigned entitlement, make the Entitlement Name field on cases editable for their profile. <!-- document id=7c06dfbdcedff4414b3af0bb5d208b1a25e37baa5e22d986286afe08003110d5 url=/admin/current/en-us/service/264-0-0/quick_text_access.md --> # Give Users Access to Quick Text Giving users access to quick text lets them insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Service reps can respond to customers and update cases quickly and easily. Sales reps can work with their contacts, accounts, and opportunities more efficiently. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d57867e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">To set up quick text:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">To view quick text messages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">Read on quick text</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">To create, edit, and delete quick text messages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">Create, Edit, and Delete on quick text</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">To create quick text folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e61 ">Create on quick text</td> </tr> </tbody> </table> 1. Take a moment to decide which users need access to quick text. - Who should be able to insert quick text messages into records and conversations? Typically, this is most users. - Who should be able to create and maintain their own quick text messages? Typically, this is just a few users. - Who should be able to create and maintain quick text messages for their team? Typically, this is just a few users. Users with a Salesforce Platform user license can’t be given access to quick text. 2. Use a permission set or update profiles to give users access to the Quick Text object. 1. To view and insert quick text messages, users need **Read** permission. In orgs created after Spring ’18, all user profiles automatically include Read permission on quick text. 2. To create, edit, and delete quick text messages, users need **Create**, **Edit**, and **Delete** permissions, respectively. Keep in mind that letting many users create quick text messages decreases the standardization of your company messaging. 3. If you selected **Share and organize quick text in folders** on the Quick Text Settings page, give users access to folders of common quick text messages. 1. From the App Launcher, select **Quick Text** to open the quick text tab. 2. From the list of folders, click **Share** in the folder’s action menu. 3. Select users or groups that need access to the folder, and choose an access level: View, Edit, or Manage. To share a folder with others, users need Manage access or to be the folder owner. 4. If you’re using quick text in Salesforce Classic, complete one of the following options. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d57867e220">Option</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d57867e223">Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e220 ">Give users ownership of at least one quick text message</td> <td data-label="Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e223 "> <p style="margin-bottom:0;">On a quick text record page, transfer ownership of an existing quick text message to the user. Look for the Change button.</p> </td> </tr> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e220 ">Change your org-wide default sharing setting for quick text</td> <td data-label="Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e223 ">Update quick text sharing on the Sharing Settings page in Setup. You can update the setting to <strong class="uicontrol">Public Read Only</strong> or <strong class="uicontrol">Public Read-Write</strong>. </td> </tr> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e220 ">Use sharing rules</td> <td data-label="Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d57867e223 ">If you don’t want to change your org-wide default sharing settings, create sharing rules to specify which groups of users have at least read-only access to quick text messages.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If your org-wide default sharing setting for quick text is set to Public Read-Write, all users can access all quick text records whether or not **Share and organize quick text in folders** is selected. After giving users access to quick text, create standardized messages that they can use. #### See Also - [Design Your Quick Text Strategy](https://help.salesforce.com/s/articleView?id=service.quick_text_strategy.htm&release=264.0.0&type=5 "Before you get started using quick text, run through these planning questions. They help you and your team use quick text effectively to save time.") - [Enable Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_enable.htm&release=264.0.0&type=5 "Enable quick text for your org so that your users can insert predefined messages into customer conversations and records. Optionally, customize your quick text categories to make each message’s purpose clear.") - [Create Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rules_create.htm&type=5&language=en_US) <!-- document id=44721f651c92c89fc0a27f140b6306ed87409f10cbe9328fc522b68f91114023 url=/admin/current/en-us/service/264-0-0/mfs_perms_standard.md --> # Give Users Access to the Field Service Mobile App To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80025e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">To manage users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">To create service resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80025e78 ">Create on service resources</td> </tr> </tbody> </table> 1. Create a permission set. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **New**. 3. Enter a name. For example, enter Field Service Mobile. The API name is populated for you. 4. For License, select **Field Service Mobile**. 5. Save the permission set. 2. Enable the required system permissions. 1. In the permission set, click **System Permissions**, and then click **Edit**. 2. Select these system permissions: **Field Service Standard**, **Field Service Mobile**, and **API Enabled**. 3. Save your changes. 3. Customize the object permissions. 1. In the permission set, click **Object Settings**. 2. Click an object’s name to modify its permissions. 3. Save your changes. At a minimum, mobile users need the permissions in this table. You can assign additional permissions to objects such as assets, accounts, and products, according to your business needs. | Object Name | Object Permission Needed | Field Permission Needed | | --- | --- | --- | | Contact | Read | Email, Name, Phone, Title, Mobile | | Service Appointment | Read | Appointment Number, Created By, Created Date, Parent Record, Parent Record Type, Parent Record Status Category | | Service Appointment | Read, Edit | Address, Contact, Owner, Scheduled Start, Scheduled End, Status, Work Type | | Service Resource | Read, Edit | Active, User | | Work Order | Read, Create, Edit | None | 4. Assign the permission set to the mobile users. 1. Click **Manage Assignments**, and then click **Add Assignments**. 2. Select all of the mobile users. 3. Click **Assign**. 5. Create a service resource record for each user. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To use the Field Service mobile app, each user needs Read access to their service resource record. If you have Service Resources set to Private in Sharing Settings, see [Manual Sharing](https://help.salesforce.com/s/articleView?id=platform.granting_access_to_records.htm&type=5&language=en_US) for how to give your users Read access, or consider implementing sharing rules. 6. (Android only) Add Apex class access for users that need the Google Maps functionality. 1. Create a permission set. 2. In the permission set, click **Apex Class Access**. 3. Click **Edit**. 4. Add these Apex classes to the list of Enabled Apex Classes. These classes enable the Android Salesforce Field Service mobile app to securely access directions and geo-coding information through Google Maps APIs: **FSL\_RESTController\_GoogleApis\_Directions**, **FSL\_RESTController\_GoogleApis\_Geo**, and **FSL\_RESTController\_GoogleApis\_Requestor**. 5. Assign the permission set to Android users. 6. Save your changes. - **[Give Contractor Service Resources Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.fs_contractor_access.htm&release=264.0.0&type=5)** The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, exchange data with contractors, and give them access to the Field Service mobile app. Follow these simple steps to add contractors to your database and give them the access they need. #### See Also - [Set Up Inventory Access for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_products_location.htm&release=264.0.0&type=5 "Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS.") - [Field Service Permission Set Licenses](https://help.salesforce.com/s/articleView?id=service.fs_perm_set_licenses.htm&release=264.0.0&type=5 "Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users.") - [Granting Access to Records with Manual Sharing](https://help.salesforce.com/articleView?id=platform.granting_access_to_records.htm&type=5&language=en_US) - [Create Sharing Rules](https://help.salesforce.com/articleView?id=platform.security_sharing_rules_create.htm&type=5&language=en_US) <!-- document id=f2ce3ce88ec35d0014ed85fbfc03ce9222e0f4c6768ed6dc2c252e71e3247859 url=/admin/current/en-us/service/264-0-0/fse_glossary.md --> # Glossary for Service Edge Learn about the terms you might encounter when working with Click Field Service Edge. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:29.49852507374631%"> <col style="width:70.50147492625369%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d569e36">Term</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d569e39">Definition</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Active</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">(Describing a resource) Capable of being scheduled. For example, a resource who works normal working hours is active. A resource who is on an extended leave of absence is inactive.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Administrator</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A person who is responsible for managing Service Edge in a service organization. This includes managing users and user roles, monitoring and managing the tenant, and managing basic objects.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Agents Manager</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A tool used to schedule and run agents.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Agent</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A server component that can run periodically and perform server-side operations, such as scheduling tasks, improving the existing schedule, or purging obsolete data.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Alert</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Notifications about conditions that need to be brought to the attention of the user. Alerts panel indications enable users to immediately respond to these conditions.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Aggregate</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A structured data type containing property values of business objects. For example, the Stamp property of the Task object is an aggregate type that specifies the user that created the task, and the time it was created.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Appointment</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A time slot for the beginning of a task assignment.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Assignment</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">An allocation of a resource to a task. The Assignment business object that represents the assignment includes a task, a resource who performs the task, and a time interval when the task is to be performed.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Audit trail</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A chronologically ordered log of business activities that tracks the history of all create/update/delete changes made to a specific object, such as a task, assignment, or resource.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Automatic scheduling service</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic service that schedules tasks automatically, without user intervention, for example online optimization.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Availability factor</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The ratio between net hours and gross hours (including idle time) when a contractor can perform tasks. The availability factor is useful when scheduling work to a contractor.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Basic properties</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">User-defined properties that can be used in forms but not for operations requiring filtering, sorting, or searching.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Business hierarchy</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The hierarchical structure used by the customer to define organizational levels, such as region/district. When using Service Edge you can load the data for specific hierarchical levels as needed.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Business object</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">An object of a type that is stored in the Service Edge database, and that has Key, Revision, Stamp, and other properties. Some examples of business objects are Task, Engineer, Assignment, Rule, Objective, Group, and Setting.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Calculated object</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A business object that is dynamically derived from another business object.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Calendar</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A definition of the time intervals when a resource or task can be scheduled. Resource calendars reflect the planned availability of resources, meaning their general working hours. Organizational calendars reflect the hours that an organization works.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Call ID</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The main identifier of a task. Additional qualifiers can be added to uniquely identify a task. For example, in multistage tasks, the combination of Call ID and Number uniquely identifies each component task.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Centralized log</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The Service Edge system maintains logs that record information and troubleshooting events originating in many components. The centralized log enables administrators to view records from all the logs in a single location.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Check Rules</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic service that verifies whether an assignment conforms to the scheduling rules. A user, when manually scheduling a task, can use this service to check whether the scheduling violates a scheduling rule.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Click Field Service Edge (abbreviated Service Edge)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">ClickSoftware's cloud-based, multitenant software platform for service organizations. Previously called SO Suite and Service Optimization.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">ClickMobile</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The Service Edge application that communicates between field service personnel and the back-office server. ClickMobile enables field resources to transmit and receive updated schedule information via smartphones and other portable communication devices.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">ClickSchedule</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The Service Edge application that schedules tasks and creates assignments. ClickSchedule automates and streamlines the scheduling process by enabling it to be performed with minimal human intervention. It can be integrated with Customer Relations Management (CRM) or Enterprise Resource Planning (ERP) systems to provide efficient scheduling of service personnel and other resources.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Clipboard</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A panel of the ClickSchedule UI that temporarily stores and displays tasks in preparation for scheduling operations. The Clipboard provides easy access to tasks requiring attention.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Collection</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The set of all business objects or dictionary items of a particular data type. For example, the Task collection contains task objects. The Region collection contains region dictionary items.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Configuration</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The process of setting the Service Edge options and behavior via predefined administrative interfaces (as opposed to customization).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Contractor</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A resource that represents an outsourcing organization, that employs multiple field engineers. Scheduling tasks to a contractor can be performed with the same ease as scheduling to a resource.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Cordova</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A mobile application development framework used in ClickMobile Touch that enables continuously enhancing ClickMobile Touch apps irrespective of the mobile device platform.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Crew</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A team of resources who need to be scheduled to work together. Resources can be allocated to a crew for a specific time period.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">CRM</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Customer Relationship Management system, which can be integrated with ClickSchedule, to provide better and more efficient scheduling of service personnel and other resources.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">CSR</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Customer Service Representatives that are typical ClickSchedule users.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Customization</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The process of developing special-purpose code that is programmed or supplied for the benefit of a specific organization that uses Service Edge (as opposed to configuration).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Data domain</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A subset of objects (tasks, resources, and time intervals) available to a logic service in Service Edge for scheduling or processing.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Demand</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A request for an assignment; a generic term for "task".</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Demand category</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A task type or a task category.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Dictionary</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A predefined and complete list of possible values of a business object or a property and, optionally, associated information. For example, the TaskType dictionary can contain values such as Installation, Electrical, and Plumbing. The SparePart dictionary can contain, in addition to spare parts, the catalog numbers and prices of the parts.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Dispatcher</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A ClickSchedule user who monitors the schedule and reacts to emergencies and special cases.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Drip Feed</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A method for dispatching tasks to a ClickMobile device, one by one as the previous tasks are completed.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Duration</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The time that a task or assignment takes to complete. Task duration is used by Service Edge to optimize the schedule. You can configure Service Edge to include a lunch break scheduled next to a task in the task duration or not.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Dynamic priority</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A numerical value that the system computes automatically and updates periodically, that defines the importance or urgency of a task according to a dynamic combination of factors. It’s stored as one of the properties of the task.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Efficiency</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The relative speed at which a resource works (1 = the nominal rate).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Engineer</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A historical name for "resource", still used in the configuration interfaces and the API.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Filter</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A setting that limits the UI display to specific objects, according to query or search criteria. This enables users, for example, to easily locate tasks or resources.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Gantt view</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A visual representation of the schedule for the resources and their assignments over time. The Gantt view provides easy access to many task-related and resource-related activities.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Geographic Information System (GIS)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A system used to determine locations, travel distances, and travel times, and to display maps. Service Edge is connected to GIS. This enables you to monitor resource locations on a map in real-time.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Get Candidates</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A Service Edge feature that suggests resources that can be assigned a given task. Users can use this feature for manual scheduling including relaxing rules.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Grade</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A numerical score given to an assignment or an appointment slot according to the relative fulfillment of a given set of objectives.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Group</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A business object that includes other objects according to specified logical criteria. For example, a task group can select tasks whose Region property has a value of Houston and whose Status property is Open.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Home base</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The location where a resource starts and ends work each day. You can temporarily change the home base of a resource.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">host-name-of-POD</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 "> <p>The host name of the POD. In order to form an actual URL address, the <em>host-name-of-POD</em> is based on your own regional POD name representation. </p> <p style="margin-bottom:0;"> For example: <em>https://fse-[Region].cloud.clicksoftware.com</em></p> </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Implementer</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A person who is responsible for planning and configuring Service Edge in a service organization.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Index</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A predefined hash sorting of a collection, enabling fast query performance.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">int-host-name-of-POD</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The integration host name of a POD, used by the Integration Manager and the web-based APIs. It’s based on the <em>host-name-of-POD</em>, and formed by adding <em>-int</em> after the regional POD name representation, followed by your POD ID. For example: <em>https://fse-[Region]-int[POD ID].cloud.clicksoftware.com</em>. </td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Integration</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The process of adapting or configuring Service Edge to interact with external applications.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Integration User</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Used by external systems and Service Edge API applications that send integration messages to Service Edge. The integration@<TenantName> account is defined as the tenant integration user. If Enable separate access permissions is switched on more than one user can be defined as an integration user.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Interactive scheduling</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The process by which a dispatcher manually creates assignments in the UI. This enables manual intervention in the scheduling process.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Key</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A unique numerical identifier for an object in the Service Edge database.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Logic service</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A computational process that performs complex logical operations on business objects, such as scheduling or appointment booking.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Map View</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">In the ClickSchedule UI: A UI view that displays a map of task and resource locations, and the routes between them. Integration with external apps such as Google maps, enables viewing, for example, visual display of locations or traffic information. In Mobile: An area map with displayed objects.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Mobility Studio</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A visual configuration editor for ClickMobile.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Multiday task (MDT)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A task whose assignment spans multiple days.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Multistage task (MST)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A composite task, composed of interdependent tasks, each of which is performed in a separate assignment.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Multivalue property</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A property that can contain a set of values. For example, an Administrator can use the multivalue property to define an engineer property called SpareParts, which stores the keys and quantities of spare parts that the engineer carries.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Nonappointment task / Nonappointment</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A task that doesn’t require coordinating the start time with a customer. It typically has an SLA (service level agreement) which stipulates the commitment to provide the service by a certain due date or a start by date. For example, an emergency Gas Leak task, which requires a resource to arrive on-site within 1 hour, or a maintenance task, such as cleaning pipes, which has a 3 months period window within which it can be done.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Nonavailability assignment / Nonavailability (NA)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">As assignment that has no related task, representing times when the resource isn’t available for scheduling. This provides the scheduling process with the resource's work availability.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Object Query Language (OQL)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">An XML vocabulary for expressing group criteria.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Objective</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic entity that evaluates and grades assignments or schedules.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">OnAfter/ OnBefore</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Referring to an event that is raised immediately following or preceding a software operation.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Online optimization</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic service that generates an optimized schedule, both by assigning new tasks and by modifying existing assignments. Previously called background optimization (BGO).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Optimizer</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic component that improves a schedule by modifying existing assignments.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Out-of-the box (OOTB)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Supplied with the software and its applications. Opposed to custom or user-defined.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Package</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A set of executable files or customization for deployment to the Service Edge system. Package Creator and Package Management are used by implementers to add customizations to Service Edge.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Pinned task</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A task whose assignment can’t be changed or deleted. Schedulers can use this option to indicate that a task can’t be moved by the automatic process.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Point of deployment (POD)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A cloud environment that contains multiple tenants, a shared database schema, shared software tools, and a shared software version. The POD Manager is responsible for administrative POD actions such as backing up and restoring tenants.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Priority</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The importance or urgency of a task, on a user-defined numerical scale. Lower values often (but not necessarily) indicate higher importance.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">ProgID</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Historical term for "type name", which is an identifier for a .NET class (Namespace.ClassName, DllName).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Property</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A data field of a business object or dictionary item that contains information regarding the item. A property can be mandatory, which means it must be assigned a value.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Recurring NA</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A nonavailability that is repeated at regular time intervals. This can be useful when a resource's unavailability is repeated for a specific time interval during the work day.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Recurring task</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A task that is repeated at regular time intervals. When you must schedule a series of tasks at regular intervals you can create a recurring task. Each task in the series is then scheduled separately.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Referential integrity</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Assurance that all database pointers from one object to another are valid.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Relevance group</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A relevance group defines the assignments to which a rule or objective applies. A Relevance Group business object can contain a group of tasks and/or a group of resources.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Relocation</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Temporarily moving resources from one location to another. This means users can temporarily change the resource's home base.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Resource</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A field service representative who performs tasks, such as an engineer or technician. For historical reasons, resources are called "engineers" in the configuration interfaces and the API.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Resource dependencies</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The resource relationship between two tasks, for example, users can indicate that the same resource must perform both tasks. Used in multistage tasks (MTS).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Resource List</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A part of the Gantt view that displays all the resources defined in the system. The Resource List provides easy access to resources and actions on resources in Gantt view.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Role / user role</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A set of permissions, which defines the level of access to Service Edge UI and its functionalities. Each user is assigned a role, and the role determines what this user can see and do in Service Edge.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Rolling</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Shifting a time interval to start with the current time (of a data domain or a decomposition). For example, you can define the domain of an online optimization to start from day 1 (=today) to day 7. If the optimization starts on February 1, it rolls the domain to February 1 to 7.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Rule</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A logic component that determines whether proposed assignments are permitted or forbidden for scheduling, according to specified logical constraints based on business policies and organizational goals. For example, a rule can require that a resource can be assigned to a task only if they are both in the same district.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Schedule</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The set of assignments that a resource or an organization performs. The schedule is presented in the Gantt view of ClickSchedule.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Scheduling</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The process of assigning resources to perform tasks. The scheduling process enables assigning resources based on the organizational needs, automatically or interactively, with minimal human intervention.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Schedule policy</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A set of logic components such as rules and objectives that a logic service uses for scheduling.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Schema</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The database structure definitions. The schema can be changed to fit the needs of the organization.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Schema Editor</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A Service Edge tool that enables viewing and editing the schema of business objects and dictionary items. It can be used to add collections and properties.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">SXP</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Service eXchange Protocol. An XML-based programming interface of Service Edge.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Server</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The central Service Edge component that performs data processing and logic operations.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Shift</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A combination of a time period and a task group that specifies the type of tasks a resource can handle at specified times.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Service Level Agreement (SLA)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Contractual agreement to provide service to a customer at a predefined level. For example a commitment to arrive on site within 24 hours.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Task</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A job to be performed. A service request.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Task Category</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Task types grouped in the Task Catalog view for easy management.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Task List</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A UI view that displays tasks. The Task List provides easy access to tasks and actions on tasks in the Gantt view.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Task Life Cycle</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The sequence of stages or statuses through which a task passes. The lifecycle covers the time from which the task enters the organization until the time when it’s completed.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Task Type</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A Task property relating a task to a specific TaskType object. The TaskType object acts as a template for tasks that tend to reoccur, where all of the common task information is defined.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Tenant</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Part of a POD holding an individual customer's data, configurations, and customization, isolated from other tenants. The Multitenancy architecture means that multiple tenants share computing resources (hardware, database…) and services (GIS load balancing), while tenant data is kept fully isolated and secure in the POD.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Time dependencies</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">The time relationship between two tasks. Time dependenies enable users to indicate, for example, a task can only be started one hour after the completion of another task. Used in multistage tasks (MTS).</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Time-phased</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">Referring to a property whose value varies at specified times. For example time-phased skills of a crew that change when a resource is added or removed from the crew.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">User-defined collection (UDC)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A business object or dictionary type configured by the customer organization. Opposed to out-of-the-box collection.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">User-defined dictionary (UDD)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A dictionary configured by the customer organization. Opposed to out-of-the-box dictionary.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">User-defined property (UDP)</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A property added to a business object by the customer organization. Opposed to out-of-the-box property.</td> </tr> <tr class=""> <td data-label="Term" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e36 ">Web service</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d569e39 ">A Service Edge API that enables applications programmed in web-enabled languages to communicate with the Service Edge server.</td> </tr> </tbody> </table> <!-- document id=f1515a6d0d9315de9915db8833b663ce4652e3fc1d07f8f2b55daefa53290f8f url=/admin/current/en-us/service/264-0-0/omnichannel_go_mobile.md --> # Go Mobile with Omni-Channel Omni-Channel users can complete work from their mobile device. With Omni Mobile, a mobile version of Omni-Channel, a service rep can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Mobile is part of the Salesforce mobile app, which can be installed on mobile devices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is available with Enhanced Omni-Channel only. - **[How Does Omni Mobile Work?](https://help.salesforce.com/s/articleView?id=service.omnichannel_omni_inbox_how_it_works.htm&release=264.0.0&type=5)** A support rep logs in to the Salesforce Mobile app and opens Omni Inbox. When the rep changes their presence status to available, they begin receiving inbound requests from customers and can make outbound contacts. They remain logged in to the Omni-Channel session as long as they don’t log out. Work items assigned to them appear in Omni Mobile until they complete, reassign, or decline them. - **[Enable Omni Mobile for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_omni_inbox_for_agents.htm&release=264.0.0&type=5)** Omni Mobile is available with Enhanced Omni-Channel only. To enable service reps to set up Omni Mobile in the Salesforce Mobile app on their mobile devices, complete these steps. - **[Limitations for Omni Mobile](https://help.salesforce.com/s/articleView?id=service.omnichannel_omni_inbox_limitations.htm&release=264.0.0&type=5)** Some Omni-Channel desktop features aren’t supported in Omni Mobile. <!-- document id=327b82a60cfd1b7807400af1f8634e5570331f07a9dfa8cdf30b48dee2fb2462 url=/admin/current/en-us/service/264-0-0/hr_svc_goal_mgmt_subagnt.md --> # Goal Management Subagent Handle employee actions related to creating, retrieving, updating, or deleting goal details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d25388e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25388e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25388e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25388e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25388e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">Goal_Management</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Create Employee Goals</li> <li>Get Employee Goals</li> <li>Update Employee Goals</li> <li>Delete Employee Goals</li> </ul> </td> </tr> </tbody> </table> ## Considerations Verify that your integration connector is enabled and active in Flow Builder. Because each external system stores information differently, review your specific connector’s reference page to understand which triggers and actions are available for retrieving and manipulating goal data. <!-- document id=9e64e16d28839fa2609ff44e490b3e0c3cf425880d6bd10fba91fd7732fc9f26 url=/admin/current/en-us/service/264-0-0/wfs_grant_community_read_access.md --> # Grant Community Users Read Access to Scheduling Data Share the scheduling records that community users need to see available time slots and complete a booking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2842e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2842e64 ">To set up community scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2842e64 ">Customize Application AND Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2842e64 ">To let community users schedule:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2842e64 ">Workforce Scheduling for Community Users permission set</td> </tr> </tbody> </table> External users have Private access by default, so community users can't see the records that scheduling needs until you share them. Create sharing rules that grant **Read** access to these objects, shared to the community user group or role: Work Type, Service Territory, Operating Hours, Service Resource, Location, Asset, and Shift. Without these rules, community users can't see available time slots or complete a booking. <!-- document id=57b7238cb2d5805c17f3771574b2b4d0369e9080d37a9420c1877f862860aa8b url=/admin/current/en-us/service/264-0-0/wfs_grant_guests_read_access.md --> # Grant Guests Read Access to Scheduling Data Share the scheduling records that guests need to see available time slots and complete a booking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15581e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15581e64 ">To set up guest scheduling flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15581e64 ">Customize Application AND Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15581e64 ">To let guests use the flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15581e64 ">Workforce Scheduling Guest User and Composable Case Management Scheduling for Guest Users permission sets</td> </tr> </tbody> </table> Guest users have Private access by default, so guests can't see the records that scheduling needs until you share them. 1. Enable Secure Guest User Record Access. See [Give Secure Access to Unauthenticated Users with the Guest User Profile](https://help.salesforce.com/s/articleView?id=sf.networks_public_access.htm&type=5&language=en_US). 2. Create [sharing rules for guest users who schedule appointments](https://help.salesforce.com/s/articleView?id=sf.ls_guest_sharing_criteria.htm&type=5&language=en_US) that grant **Read** access to these objects: Work Type, Service Territory, Operating Hours, Service Resource, Location, Asset, and Shift. Without these rules, guests can't see available time slots or complete a booking. <!-- document id=1b11ff2830db284b518f961d7d8daa28c064880c79367b8ad8641c46aeb78631 url=/admin/current/en-us/service/264-0-0/view_agent_statuses.md --> # Grant Reps Access to View Rep Statuses When Transferring Calls To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21013e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21013e75 ">To set default sharing access:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21013e75 ">Manage Sharing</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Sharing Settings, and then select **Sharing Settings**. 2. Under Organization-Wide Defaults, find User Presence. 3. To enable reps to view rep statuses, click **Edit**, and set access to **Public Read Only**. 4. Save your changes. <!-- document id=e0295095b1bf6feba4fa17013421cc29b2ddc031f285bb5c0809655b2c1e0fb4 url=/admin/current/en-us/service/264-0-0/einstein_generative_ai_grounding_setup.md --> # Ground Einstein Responses with Your Service Data Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Service AI Grounding Options Service AI Grounding is supported for the listed Einstein for Service features only. For all other AI features, check for available grounding options in Salesforce Help. | Feature | Available Objects | Description | | --- | --- | --- | | Case Summaries | Case | Case fields, comments, and case feed are used to give Einstein details for drafting a Case summary. | | Knowledge Creation | Case | Use the Case comments and emails to give Einstein details for drafting a Knowledge Article. [See Map Einstein Knowledge Creation Responses to Knowledge Fields](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_map_responses.htm&type=5&language=en_US) | | Service Planner | Case | Choose the Case fields you want Agentforce to consider for service plans. See [Set Up Service Planner Basics](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US). | | Service Replies for Email | Knowledge, Case | All email replies drafted with Einstein are grounded in your Knowledge base and Case context. [See Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_intro.htm&type=5&language=en_US) | - **[Turn On Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&release=264.0.0&type=5)** To get started, turn on grounding. After you enable Service AI Grounding, you can define the knowledge and case fields you want Einstein to ground on. - **[Ground with Knowledge](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&release=264.0.0&type=5)** Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses. - **[Ground with Cases](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&release=264.0.0&type=5)** Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes. #### See Also - [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) - [_Blog post:_ How Salesforce Develops Ethical Generative AI from the Start](https://www.salesforce.com/news/stories/developing-ethical-ai/) <!-- document id=38c736250de13ef8e6dc18ce9b3def9cebb34710d9ad104c5ca6ce1e31a8eac8 url=/admin/current/en-us/service/264-0-0/service_replies_data_libraries.md --> # Ground Replies with Data Libraries To get grounded replies and use prompt templates, assign a data library. Data libraries index your knowledge articles and fields, or file uploads, so that Einstein knows which information to base responses on. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions with the Einstein for Service add-on.</td></tr></tbody></table> To use Einstein Service Replies with a data library, you must have [Data 360 enabled](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US). Agentforce data library consumes Data Cloud credits. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_warning.png) Warning After assigning a data library, you can’t revert Service Replies to use context only or to use [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US). 1. To ground Service Replies in your knowledge base or uploaded files, under Use Agentforce Data Library with Service Replies, select a data library. To create a data library, go to Agentforce Data Library Setup. See [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US). ![Use Einstein Grounding with Service Replies enabled and an Agentforce Data Library selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_data_library.png) When you select a data library, consider the type of information you want Einstein to use as a basis for replies. Libraries that are configured to use your knowledge base can consider different fields or settings. Likewise, for libraries that configured with uploaded files, consider the information contained in the library’s file set before assigning it to Service Replies. Some considerations: - Field-level security limits the grounded responses users can see. Users only see grounded responses for fields they can access. - Users only see grounded responses for knowledge article versions that they can access. - Encrypted fields aren't supported for grounding. - Give agents access to the Agentforce Data Library. 2. Click **Save**. <!-- document id=3c2c123d791a6d7aeac39b6b9fa21f2f45c7fb15096eee0759860b8574323495 url=/admin/current/en-us/service/264-0-0/sp_comps.md --> # Ground Service Assistant Review reference guidance and best practices for grounding Service Assistant in your company data through various grounding sources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This section provides reference guidance for the features used to ground Service Assistant in your company's data. We provide recommendations, best practices, and examples so that your data is optimized for Service Assistant. Service Assistant is grounded in these core data sources. - Case data through Service AI Grounding - Messaging session data from the chat feed - Voice call data from the transcript - Your service policies and practices transcribed in subagents and instructions - Knowledge data through Agentforce Data Libraries - Agent actions - Context variables Grounding Service Assistant with subagents, knowledge, and actions requires some planning and preparation to make sure each source is optimized for Service Assistant. We provide guidelines and best practices for setting up each grounding source so that it's optimized for your service plans. Service Assistant also supports related records recording for case, messaging, and voice. - **[Service Assistant Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5)** To create a service plan that's specific to your company's policies and practices, Service Assistant grounds itself in your data through several grounding sources: record data, subagents, agent actions, knowledge, and related records. - **[Service Assistant Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5)** Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps. - **[Grounding with Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data.htm&release=264.0.0&type=5)** Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls. - **[Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5)** Learn the role of subagents in Service Assistant and review guidelines for creating them. - **[Grounding Service Assistant with Knowledge (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5)** Use Agentforce Data Libraries to ground Service Assistant in your knowledge. - **[Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5)** Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines. - **[Grounding with Context Variables (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5)** Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines. - **[Grounding with Related Record Data (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg.htm&release=264.0.0&type=5)** Ground Service Assistant in data from related records to provide more contextual and detailed service plans. - **[Grounding Service Assistant with Quick Actions (Optional) (Case Only) (Guidance Plans Only)](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5)** Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans. #### See Also - [_Salesforce Help_: What Are Data Libraries?](https://help.salesforce.com/s/articleView?id=ai.data_library_concept.htm&language=en_US) - [_Salesforce Help_: Prepare Your Data for Agentforce Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_prepare.htm&language=en_US) - [_Salesforce Help_: Agent Topics](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&language=en_US) <!-- document id=a3474829e060063b60194d83fc7ca5f1c6f1be11c95be201e1c72d6de8e0388b url=/admin/current/en-us/service/264-0-0/einstein_generative_ai_ground_cases.md --> # Ground with Cases Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. In Service AI Grounding Setup, under the Case tab, select **Edit**. 2. Under Required Fields, select **Subject Field** and **Description Field**. The subject and description fields are required for grounding on the Case object. You can choose the default subject and description fields or use custom fields. However, if the subject and description fields are encrypted, email generation fails because they can't be used for grounding. Case comments and emails are included for grounding by default. ![Case field mapping setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/service_grounding_cases.png) For example, you can replace the default subject field with a custom field labeled Contact Reason. Or, if you don’t want to limit yourself to a specific case type, choose widely used fields in the required section, and then add fields in the additional fields selection. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_warning.png) Warning Only ground on fields that contain information that can be exposed to customers. 3. Under Additional Fields, select any other fields you want Einstein to consider for grounding. Additional fields can’t repeat as required fields. Service AI Grounding only supports String and Text Area type fields. 4. Click **Save**. 5. Activate grounding for your Case records. ![Case grounding toggle in the active position](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/egr_activate_case.png) Einstein begins indexing your cases. Indexing can take several hours depending on the number of cases you have in Salesforce. To consider case comments or emails when you ground for Knowledge Creation, go to Additional Object Grounding Options and select **Include Case Emails** and **Include Case Comments**. ![Additional Object Grounding Options, Include Case Emails and Include Case Comments checkboxes selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/service_grounding_additional_cases.png) Review these limitations and considerations before using Case comments as a grounding source for Case Summaries. - Attachments like PDFs, Excel files, Word documents, and images, don’t appear in case comments. - Images added directly to the case comments appear as a text placeholder, regardless of the file type. For example, \[Image: Screenshot 2025-11-07 at 15.02.37\]. - Links added to case comments show both the title and the full URL. For example, Title: help.salesforce.com URL: https://help.salesforce.com/s/articleView?id=service.service\_learn.htm&type=5. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important - Field level security limits the grounded responses that users can see. Users only see grounded responses for fields that they can access. - Encrypted fields aren’t supported for grounding. Einstein can’t ground on or make predictions for encrypted fields. - Service AI Grounding only supports String and Text Area type fields. - If Personally Identifiable Information (PII) is enabled for relevant fields, the case summary limit is 262,144 characters. If PII is disabled, the limit is 65,536 characters. - **[Use Case Feed as a Grounding Source for Case Summaries](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_case_feed.htm&release=264.0.0&type=5)** Case Feed ‌includes direct text entry and posts with attached links and files. A higher number of grounding posts will increase token costs ‌and case summary generation times. To mitigate this, we limit grounding posts to a maximum of 100. <!-- document id=60840dc8e403ea0c7e280d7815881d8450d293c20a986f8be517ae7397eceb6f url=/admin/current/en-us/service/264-0-0/einstein_generative_ai_ground_knowledge.md --> # Ground with Knowledge Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. In Service AI Grounding Setup, under the Knowledge tab, select **Edit**. 2. Under Required Fields, select **Title Field** and **Summary Field**. The title and summary fields are required for grounding on the Knowledge Article object. You can choose the default Title field or a custom title field. ![Knowledge grounding activated](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/egr_knowledge_mapping.png) For example, you can replace the default Title field with a custom field labeled Header. Or, if you don’t want to limit yourself to a certain record type, choose widely used fields in the required section, and then add specific record-type fields in the additional fields selection. 3. Under Additional Fields, select any other fields you want Einstein to consider for grounding. Additional fields can’t repeat as required fields. 4. Click **Save**. 5. Activate grounding for your Knowledge records. ![Grounding with knowledge toggled into the Active state](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/egr_activate_knowledge.png) Einstein begins indexing your published Knowledge Articles. Indexing can take several hours depending on the size of your Knowledge base. Indexing for new articles occurs once every 24 hours. Incorporate knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce, with unified knowledge. See [Unify Knowledge from Various Sources (Beta)](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&type=5&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important - Field level security limits the grounded responses that users can see. Users only see grounded responses for fields that they can access. - Users only see grounded responses for Knowledge Article Versions that they can access. - Encrypted fields aren’t supported for grounding. Einstein can’t ground on or make predictions for encrypted fields. - Service AI Grounding only supports String and Text Area type fields. #### See Also - [_Trailhead_: Set Up A Simple Knowledge base](https://trailhead.salesforce.com/content/learn/modules/lightning-knowledge-basics/set-up-a-simple-knowledge-base) <!-- document id=b5a5414425d9150a7d082b8d34fa3f583d691f0aba9d52a19de5c05bd1396afd url=/admin/current/en-us/service/264-0-0/sp_mvg.md --> # Grounding Case Service Plans with Related Records (Optional) Learn how to use Messaging Session and Voice Call records as a grounding source for Service Assistant for Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_mvg__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_mvg__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance and dynamic plans</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides reference guidance for grounding Service Assistant in related messaging and voice records. Setup steps are in [Set Up Related Record Grounding for Case (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&release=264.0.0&type=5 "Ground service plans on messaging sessions and voice call records that are associated with the case."). All documentation assumes that you have messaging or voice configured. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The examples show a guidance service plan grounded in a Messaging Session record. The described processing and operational behavior applies to both guidance and dynamic plans for case. In addition, the processing and operational behavior applies to related Voice Call records. There's no difference in the grounding behavior for each object or plan type. - [Enhancing Service Plans with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) - [Setting Up Service Assistant Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) - [Grounding Scenarios](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) - [Required Permissions](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) - [Record Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) - [Considerations for Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) ## Enhancing Service Plans with Related Records When messaging session and voice call records are attached to a case, Service Assistant analyzes the transcripts to create a case summary that details what took place in the conversation and drafts a service plan that continues from where the conversation ended. Here's an example of how related record grounding works for a case created from a messaging session. - A service rep and customer complete a messaging session, where the service rep identifies the customer's issue and takes initial steps (1). - The service rep creates a case from the messaging session (2). - When a service rep drafts a guidance plan or starts a dynamic plan, Service Assistant reviews the messaging transcript from the attached record with the case's subject, description, and any other fields included in your Service AI grounding configuration (3-4). - Using the context from both the messaging session and the case, Service Assistant drafts a service plan that builds on the progress already made in the messaging session (5). For dynamic plans, the related record information is used as context to inform the entire plan workflow. Service Assistant references the information with your other grounding sources each time it generates a new step. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Service Assistant grounds only on messaging sessions with the status Ended and voice calls with the status Complete. Service Assistant can't ground on active messaging sessions or voice calls. This applies to both guidance and dynamic plans. ![Record grounding processing overview](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_record_summary_state_td2.png) Looking closer at the example, you see how Service Assistant grounds on the related record. Service Assistant uses the record transcript (1-2) to: - Create a case summary that outlines the completed tasks from the messaging session (3). - Start the first step from where the messaging session left off. For example, the first step is to "Verify that Craig's documents are ready for submission" (4). Service Assistant doesn't repeat the task of informing the customer of what documents they need because this step was completed in the messaging session (A). By grounding on the record data, Service Assistant provides more context-specific case resolution guidance for service reps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant references only the text transcript from the related records as a grounding source. Attachments, such as images or files, included in the related records aren't used as grounding sources. This applies to both guidance and dynamic plans. ![Record grounding processing analysis](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_record_summary_state_td5.png) ## Setting Up Service Assistant Related Record Grounding To ground Service Assistant in messaging and voice records, turn on the feature from the Case tab of the Service Assistant Setup page. ![Record grounding Setup page toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_voice_setup_page.png) Then, assign the ServicePlanner User the Conversation Grounding Access custom permission set. Service reps don't require any additional permissions to see record content included in a service plan, but they do require record-level access to open and view the Messaging Session or Voice Call record. See [Required Permissions](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) and [Record Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5) for specific permissions details. For the exact setup steps, see [Set Up Related Record Grounding for Case (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&release=264.0.0&type=5 "Ground service plans on messaging sessions and voice call records that are associated with the case."). ## Grounding Scenarios When the feature is turned on, Service Assistant analyzes the transcripts of the messaging and voice records attached to a case to draft service plans in these scenarios. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30%"> <col style="width:30%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e254">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e257">Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e260">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e254 ">A new case is created from a Messaging Session or Voice Call.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e257 ">The related record is automatically attached to the case. Service Assistant includes the information from the related record in both the plan summary and the drafted service plan. The preceding examples show this scenario.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e260 "> <ul> <li>Service Assistant grounds only on messaging sessions with the status Ended and voice calls with the status Complete. This applies to both guidance and dynamic plans.</li> <li>We recommend closing the Messaging Session or Voice Call before you create a case from the Messaging Session or Voice Call. This applies to both service plan types. If the case is created before the record is closed, then the service plan summary won't include data from the related record. The data is only included in the drafted service plan.</li> </ul> </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e254 ">A Messaging Session or Voice Call record is added to an existing case that contains a drafted service plan.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e257 ">The record is considered new information and the Redraft Plan button shows. If a service rep redrafts the plan, Service Assistant analyzes the record transcript and updates the plan steps with data from the transcript.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e260 "> <ul> <li>For guidance plans, redrafting the plan to include the related record information is only available when no steps in the existing service plan are marked as complete. If steps are marked as complete, the service rep deselects all completed steps to show the Redraft Plan button.</li> <li>The data from the related record is only included in a drafted guidance service plan or dynamic service plans that are in progress. The case summary isn't updated to include the related record information.</li> <li>The case summary only includes data from the related record if the record is attached at the time the case is created. When the case record page is first opened, the related record data is included in the summary. If the summary is drafted before the record is attached, the case summary doesn't contain data from the record. In this scenario, only the drafted service plan contains data from the related record. This behavior applies to both guidance and dynamic plans.</li> </ul> </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e254 ">A messaging or voice recording is added to a case prior to turning messaging and voice record grounding from the Setup page <strong>and</strong> the case has an existing case summary or a drafted service plan.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e257 "> <p>Grounding on the record depends on the state of the service plan. </p> <ul> <li>When a case summary exists and a service plan isn't yet drafted, the related record information is only included in the drafted service plan after the service rep clicks Draft Plan.</li> <li>If a service plan is already drafted, the record is considered new information and the Redraft Plan button shows. When the plan is redrafted, the related record information is incorporated into the steps of the new service plan.</li> </ul> </td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e260 "> <ul> <li>For guidance plans, redrafting the plan to include the related record information is only available when no steps in the existing service plan are marked as complete. If steps are marked as complete, the service rep deselects all completed steps to show the Redraft Plan button.</li> <li>For dynamic plans, the information is included in the plan steps. Service Assistant references the information when each step is created. The case summary isn't updated.</li> </ul> </td> </tr> </tbody> </table> ## Required Permissions To draft and view service plans that contain information from messaging or voice records, the listed permissions are required. The permissions are specific to the use of this feature and are in addition to all mandatory permissions listed in [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.4%"> <col style="width:20%"> <col style="width:46.6%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e373">Persona </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e376">User License </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49828e379">Permissions </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e373 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e376 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e379 "> <p>Service Planner Builder permission set.</p> <p style="margin-bottom:0;">Admins require only the Service Planner Builder permission set to turn on Messaging Session or Voice Call record grounding on the Service Assistant Setup page.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e373 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e376 "> <p style="margin-bottom:0;">Einstein Agent</p> </td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e379 "> <p>Service Assistant requires a custom permission set to access the transcripts of messaging and voice records attached to a case for incorporation into the service plan.</p> <p>Recommended custom permission set name: Conversation Grounding Access</p> <p>Permissions to include:</p> <ul> <li>App Permission: Access Conversation Entries, View All Voice and Video Calls</li> <li>Messaging Sessions Object Permissions: Read, View All Fields</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e373 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e376 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d49828e379 "> <p style="margin-bottom:0;">None. Conversation data from a related record attached to a case is always included in service plans because its incorporation is determined by the ServicePlanner User's permissions. See the next section.</p> </td> </tr> </tbody> </table> ## Record Grounding Data Access When using Messaging Session and Voice Call records as a grounding source, the addition of the record information into the service plan relies on the ServicePlanner User's permissions. Therefore, the service plan can contain information from the related record that the service rep can't access. Using the ServicePlanner User's permissions makes sure that all relevant messaging and voice record data is included, resulting in the most detailed service plan possible. For more details on plan creation using the ServicePlanner User's permissions, see [Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US). Opening and viewing the Messaging Session or Voice Call record from the case still adheres to your organization's sharing rules. Service reps need record-level access to open and view the records attached to the case. Generally, we recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps. ## Considerations for Related Record Grounding Here are a few details for grounding Service Assistant in messaging and voice records. Supported Records for Grounding - Messaging Sessions and Voice Calls are the only non-case related records supported for grounding. - Service Assistant grounds on messaging and voice records created from all supported messaging channels and voice telephony models. See [Messaging Channels](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&type=5&language=en_US) and [Voice Telephony Models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&type=5&language=en_US). - A Messaging Session record needs the status Ended to be used as a grounding source. - A Voice Call record needs the status Completed to be used as a grounding source. - Adding multiple Messaging Sessions or Voice Call records to a case for grounding is supported. - Adding both a Messaging Session and Voice Call record to a case for grounding is supported. - Service Assistant processes the full transcript of a Messaging Session or Voice Call record. There's no limit on the number of conversation entries used for grounding. Grounding Limitations - Service Assistant references only the text transcript from the related records as a grounding source. - Attachments (such as images or files) included in the related records aren't used as grounding sources. #### See Also - [_Salesforce Help_:Set Up Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US) - [_Salesforce Help_: Set Up Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US) <!-- document id=ee7c3cf5b93a0e660fbb2e9802900e20165abd5aed4dbcc21b35236eb662b89e url=/admin/current/en-us/service/264-0-0/sp_rrg_msg.md --> # Grounding Messaging Service Plans with Related Records (Optional) Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_rrg_msg__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_rrg_msg__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Voice</td> </tr> </tbody> </table> Service Assistant grounds service plans for messaging in several standard data sources to create the steps of a service plan: the messaging chat, subagents, knowledge articles, and actions. Optionally, you provide more grounding data from related records with a customizable Messaging Session Related Record Details prompt template that Salesforce provides. The Messaging Session Related Record Details prompt template includes these default grounding fields for Case and Account. - **Case**: Case Number, Subject, Description, Priority, Status, Origin, and Type - **Account**: Name and Description ![Messaging Session Related Record Details default prompt template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_msg_pt_default.png) The prompt template is a standard template and is active by default. Use the template as is or modify it to add more objects and fields. When the prompt template is active, Service Assistant grounds on the data, along with your other grounding sources, to build service plan steps. Because Service Assistant performs a fresh search of all grounding sources when it creates a step, it automatically references the related-record data for each step. When your grounding fields change or you update the prompt template, Service Assistant captures the updated data and references it when it creates the next step. Changes to fields or the prompt template don't trigger Service Assistant to regenerate the current plan step automatically. Keep in mind that not every step is grounded in or references the related-record data. Service Assistant reviews the grounded data in relation to the context of the active conversation. If the data isn't relevant to the conversation, the data isn't incorporated in the plan steps. ## Setting Up Related Record Grounding for Messaging To use related record grounding, turn on Include Context from Related Records on the Messaging tab of the Service Assistant Setup page, and configure the prompt template. When the feature is turned on and the prompt template is active, Service Assistant automatically references the template during plan generation. ![Messaging related record grounding toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_msg.png) From Prompt Builder, review the Messaging Session Related Record Details prompt template. Use the template as is or modify it to meet your business requirements. Add more Case or Account fields, or add custom objects and fields. See [Set Up Related Record Grounding for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5 "Ground messaging service plans in related records using a prompt template."). ## Grounding Data Access and Permissions To include related record data in a messaging service plan, both the ServicePlanner User (agent user) and service reps require read access to all objects and fields included in the prompt template. If you pass record data to the prompt template using input resources such as a flow or Apex action, the ServicePlanner User and service reps also require access to the fields, objects, and Apex classes that those resources reference. We recommend providing access through a Messaging Record Grounding custom permission set. Service reps also need the Prompt Template User permission set. The ServicePlanner User's access lets Service Assistant retrieve and pass the data into the plan, and the service rep's access lets that data appear in the service plan. Grant service reps access to the objects and fields set in your configuration according to your data access and sharing rules. These permissions are in addition to the [Service Assistant Mandatory Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&language=en_US&type=5) and [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&language=en_US&type=5). This table outlines all permissions required for related record grounding. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7194e195">Person</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7194e198">User license</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7194e201">Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e195 ">Service Assistant Admin</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e198 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e201 "> <ul> <li>Service Planner Builder permission set</li> <li>Prompt Template Manager</li> </ul> </td> </tr> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e195 ">ServicePlanner User (agent user)</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e198 ">Einstein Agent</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e201 "> <ul> <li>Agent Messaging Access custom permission set</li> <li>Messaging Record Grounding custom permission set </li> </ul> </td> </tr> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e195 ">Service Rep</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e198 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7194e201 "> <ul> <li>Prompt Template User permission set </li> <li>Service Planner User permission set</li> <li>Messaging Eligibility Flow Access permission set</li> <li>Messaging Record Grounding Access permission set</li> </ul> </td> </tr> </tbody> </table> ## Considerations for Messaging Related Record Grounding - Service Assistant grounds only on text-based field data, including picklists and checkboxes. Any files or images included in the record aren't used for grounding. - Grounding doesn't require a related record to be closed or ended. Service Assistant can ground on a related record in any state. - Prompt Builder supports only single-level object and field relationship references from the messaging session. - Multilevel references across relationships aren't supported, such as Input: MessagingSession.Case.Account.Name. - If you set up multiple Service Assistant agents for messaging, all agents reference the same prompt template. <!-- document id=d92a8c47a883574a8f17e695cbfa79681b1fb6589dc3c8280cca89a799220fca url=/admin/current/en-us/service/264-0-0/sp_actions.md --> # Grounding Service Assistant with Agent Actions (Optional) Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_actions__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_actions__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice with the Adpative Expereince Add-on License.</td> </tr> </tbody> </table> Agent actions are an optional grounding source that lets Service Assistant automate the completion of plan steps. When plan steps are created, Service Assistant uses action descriptions to identify specific tasks that can be automated based on the information found in the record, subagent instructions, and knowledge that are used to ground the step. When a match is identified, Service Assistant adds the action to the plan step. This section details how to apply general Agentforce action guidelines specifically to Service Assistant. Service Assistant follows the standard Agentforce configuration requirements, and we provide guidelines for action descriptions and input and output instructions. This metadata is important because it lets Service Assistant match actions to the context of the record, subagent instructions, and knowledge articles. The guidelines in this article provide details on how to write action descriptions and input and output configurations, and how that action metadata is matched against the record data and relevant grounding sources to surface in a plan step. The provided guidelines apply to both service plan types, but actions behave differently in guidance and dynamic plans. - With guidance plans, Service Assistant executes actions only in a reactive capacity. Service reps use the agent chat to ask Service Assistant to launch actions, such as drafting an email or updating a record. After the action runs, Service Assistant waits for the service rep's next instruction. It doesn't guide the service rep to the next step or recommend another action. - With dynamic plans, Service Assistant creates each step in real time. As it builds a step, it reviews the latest record data, subagent instructions, and knowledge articles to make the step as accurate as possible. Service Assistant identifies opportunities to automate the step by comparing the details found in the record data and your grounding sources with the action description and input and output instructions. ## General Details About Actions in Service Assistant Here are a few key points about actions in Service Assistant. More specific detailed are provided in the subsequent articles. - Service Assistant supports standard and custom Agentforce actions. - Because actions rely on your specific business requirements, we don't provide prebuilt actions for Service Assistant. - Service Assistant supports the use of custom Lightning types. Setup of custom Lightning types follows all configuration guidelines and best practices in [Agent Action Custom Lightning Types](https://help.salesforce.com/s/articleView?language=en_US&id=ai.copilot_actions_enhance.htm&type=5). - Custom Lightning types in Service Assistant don't support sending values or utterances back into the chat conversation from within the LWC. - You can assign context variables to action inputs so Service Assistant automatically passes session information, such as the current record ID, into the action at session start. See [Grounding with Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&language=en_US). - Including action names in subagent instructions is supported. Doing so provides a way to make sure the action always surfaces in a plan step that may be mandatory for workflow. For example, “As a first step, always verify the customers identity using the Verify Identity action”. When referencing actions in instructions, always use the action label, not the action API name. Referencing the API name causes in surfacing the action in a plan step. - Service Assistant executes all actions automatically unless Requires User Confirmation is enabled for the action. For any action that requires human confirmation before it runs, such as closing a case, turn on Require User Confirmation on the action. All actions executed automatically by the ServicePlanner User are unmetered. If an action requires manual confirmation or input from a service rep, they must have the [Unmetered User Based AI permission set license](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US) for the action to be unmetered. ## Agent Actions Permissions All actions execute in the context of the ServicePlanner User. Grant the ServicePlanner User the permissions to access the functionality your actions rely on, such as Apex classes, flows, and prompt templates. Action permissions follow the guidelines in [Common Access for Actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&type=5&language=en_US). Here are a few more details to keep in mind. - **Apex class access**. Explicitly grant the ServicePlanner User access to each Apex class the action calls. Without it, the action fails with a generic error message. - **Apex sharing mode**. Use actions that query customer data without sharing in the Apex class. If the class uses sharing, the query can return zero results with no error message. - **Object permissions**. Grant Read access on any object the action queries. If the action also creates or updates records, add Create and Edit access. - **Field-level security (FLS)**. Each field the action reads needs explicit Read access granted on the permission set. Without permissions access, blank values are returned, which can look like a data problem but is a permissions issue. - **[Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_actions_matching.htm&release=264.0.0&type=5)** Service Assistant automatically adds actions to plan steps by comparing your action descriptions and input and output instructions against the record details and grounding sources. - **[Guidelines for Creating Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5)** Follow these guidelines to write effective action descriptions and to set up Service Assistant action inputs and outputs. <!-- document id=3556bd1a7066bd67f090c9d28e4f391eb10d626d1a1a37377bcbe2b3c3736ef1 url=/admin/current/en-us/service/264-0-0/sp_knowled_topics.md --> # Grounding Service Assistant with Knowledge (Optional) Use Agentforce Data Libraries to ground Service Assistant in your knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_knowled_topics__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_knowled_topics__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for knowledge grounding. Setup and testing guidance is provided in [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Additional testing and troubleshooting guidance is provided in [Troubleshoot Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US). Agentforce Data Libraries index your knowledge base into chunks and use a data retriever to find the most relevant information in your articles to include as steps in the plan. This section details how the feature works in Service Assistant and provides our recommended best practices. For more general information on Agentforce Data Libraries and the exact details on how they work, see [What Are Data Libraries?](https://help.salesforce.com/s/articleView?id=ai.data_library_concept.htm&type=5&language=en_US). - [How Data Libraries Enhance Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5) - [Knowledge Plan Processing](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5) - [Example Service Plan with Knowledge Content](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5) - [Knowledge Citations Reference](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5) ## How Data Libraries Enhance Service Plans In Service Assistant, data libraries save you time and effort in setting up subagents and instructions by automatically augmenting them with your knowledge content. This improves the accuracy and effectiveness of a service plan. For example, when a "Returns" subagent is assigned to a "Return Request" case, Agentforce Data Libraries can add to the subagent's instructions by automatically sorting through your knowledge base and identifying relevant information that can help resolve the case. Service Assistant then filters these sources to determine what's most relevant for the case and adds that content as steps in the plan. Specifically, Service Assistant retrieves the 10 most relevant chunks of information related to the case from your knowledge base. It uses the chunks with the highest similarity scores as steps in the plan. Keep in mind that the exact wording of your articles isn't included in the plan. Instead, Service Assistant summarizes the information to provide clear and succinct resolution guidance. This means that not all information in your articles is always added to a plan, including procedural steps. Procedural steps can be summarized and combined in a single step. When you have Show Sources enabled in your data library, all service plan steps that are created from your knowledge articles are cited at the end of the step and in a Sources section. Where the Sources section appears depends on the plan type. See [Example Service Plan with Knowledge Content](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5). Grounding Service Assistant in your knowledge base with Agentforce Data Libraries requires specific permissions for the Service Assistant admin, the ServicePlanner User (the agent user), and service reps. These permissions are listed in [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&language=en_US&type=5) and [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Grounding Service Assistant in your knowledge base using Unified Knowledge or Enterprise Knowledge isn't supported. Only Salesforce Knowledge is supported. ## Knowledge Plan Processing Data libraries and subagents work together in Service Assistant. Subagents help categorize cases, while instructions serve as the foundation for the service plan. By adding knowledge articles to this foundation, Service Assistant expands on your instructions to provide plans that are accurate and aligned with your company's policies. This lets you keep your subagents concise, rather than writing highly detailed instructions as shown in [Grounding with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&language=en_US). To see how subagents and data libraries work together in Service Assistant, consider a "Return Request" case. In this scenario, the case has a "Return" subagent assigned. Here's how the process works. 1. Service Assistant reviews the case details and your Service AI grounding configuration to determine the relevant subagents, instructions, and knowledge information for the case. 2. A subagent is selected to categorize the case, and instructions are assigned to form the initial steps of a service plan. In the example, notice how the instruction states what to do but lacks information about the return time frame. This is where your knowledge articles fill in the gap. 3. With your data library, Service Assistant retrieves and filters knowledge articles to find the most relevant ones that match the case details, assigned subagent, and instructions. 4. Service Assistant determines what information in the source articles is best suited to include in the service plan. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86931e198">(1) Case Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86931e201">(2) SUBAGENT AND INSTRUCTION</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86931e204">(3) REFERENCED KNOWLEDGE INFORMATION</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86931e207">(4) Example Plan Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="(1) Case Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d86931e198 ">The customer states they want to return a pair of shoes and provides the order number. </td> <td data-label="(2) SUBAGENT AND INSTRUCTION" class="slds-cell-wrap" style="vertical-align:top;" headers="d86931e201 "> <p>Subagent: Return Management </p> <p style="margin-bottom:0;">Instruction: Confirm the product adheres to the return time frame based on item type.</p> </td> <td data-label="(3) REFERENCED KNOWLEDGE INFORMATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d86931e204 "> <p>Source: <samp class="parmname">Handling Return Requests</samp></p> <p>Return time frame is based on the product type.</p><a name="sp_knowled_topics__ul_e5m_dlv_p2c"><!-- --></a> <ul id="sp_knowled_topics__ul_e5m_dlv_p2c"> <li>Accessories have a 10-day return period from the date of purchase.</li> <li>Shoes have a 14-day return period from the date of purchase.</li> <li>Sale items have a 2-day return period from the date of purchase.</li> </ul> <p>Review and validate the purchase record.</p> <ul> <li>If the customer provides the full Return Number, then you search the return in the Returns Management System (RMS) using the return number and return date.</li> <li>If the customer provides the order number, then you search the return in the Order Management System (OMS) using the order number and date.</li> <li>If the customer provides only the customer name, then you search the return in Salesforce using the customer name and return date.</li> </ul> </td> <td data-label="(4) Example Plan Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d86931e207 "><a name="sp_knowled_topics__ul_n1h_zkv_p2c"><!-- --></a> <ul id="sp_knowled_topics__ul_n1h_zkv_p2c"> <li>Greet the customer and confirm the order or return number for the shoes. If the return number is not available, request alternative identifiers such as the order ID or email.</li> <li>Confirm that the return request falls within the 14-day return period for shoes. Communicate the eligibility status to the user.</li> <li>Ensure the shoes are unworn, undamaged, and returned with original packaging and tags. Items failing inspection should be rejected.</li> </ul> </td> </tr> </tbody> </table> ## Example Service Plan with Knowledge Content Here's a sample plan that shows how subagent instructions and knowledge articles work together. The subagent instructions give the general steps to follow and don't have to be detailed. Service Assistant uses knowledge articles to fill in the gaps with specifics, such as exact policies and procedures. This example uses a guidance plan because it shows how instructions and knowledge work together to form the steps. A dynamic plan combines instructions and knowledge the same way, but shows one step at a time as the case or messaging session progresses. Steps created from knowledge articles contain citations at the end of the step in the form of \[1\]. This applies to both guidance and dynamic plans. Steps that aren't cited are created from subagent instructions. In a guidance plan, the component lists all articles used to create the plan steps in a single Sources section at the bottom of the component. In this example, all cited steps are from the Handling Returns knowledge article. ![A guidance plan with a single Sources section at the bottom of the component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topics_ka3.png) In a dynamic plan, each step has its own Sources section, so the same article can appear under a different citation number from one step to the next. ![A dynamic plan with a separate Sources section under each step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_citations.png) ## Knowledge Citations Reference From the example service plan, here are details about service plan steps created from knowledge articles. **General Considerations** - Service Assistant supports only the Knowledge data type. We don't provide guidelines or recommendations for other data types available in Agentforce Data Libraries. - To show citations, enable **Show Sources** in your data library. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5). The Sources section shows in a service plan based on whether Show Sources is enabled when the service plan is generated, not when you view it. If Show Sources isn't enabled during plan generation, the Sources section doesn't appear even if you later enable Show Sources. If you have existing service plans before Show Sources is enabled, the Sources sections won't show. - When using knowledge grounding, you create only a few instructions that serve as a general framework that describes the overall workflow. See [Subagent Strategy for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&release=264.0.0&type=5 "Learn how to strategize the implementation of your Service Assistant subagents for optimal granularity and knowledge grounding."). - Not all steps and information found in the article are always included in the service plan. The detail and amount of information included in the plan depend on the amount and relevance of the case data. - Service Assistant summarizes the information in your knowledge articles, including ordered procedures. Procedural information can be summarized and combined in a single step. **Knowledge and Citations Permissions** - The ServicePlanner User (the agent user) and service reps require custom permissions to view service plan steps created from knowledge articles and the citations listed in the Sources section of the component. The specific permission settings are outlined in [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&language=en_US&type=5). - The ServicePlanner User requires the Agent Knowledge Access custom permission set to access your knowledge articles and include the information in a service plan. - Service reps require the Service Rep Knowledge Access custom permission set to view knowledge content in service plan steps and in the Sources section. We recommend that you set Read, View All Records, and View All Fields permissions in the custom permission set, but you can adjust this configuration to match your organization's security standards. - Service plan generation relies on the ServicePlanner User's permissions. See [Service Assistant Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5 "Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps."). Because the ServicePlanner User has access to all knowledge content through the Agent Knowledge Access custom permission set, the plan can include knowledge articles that aren't accessible to service reps. This happens when reps lack the recommended Read, View All Records, and View All Fields permissions in the Service Rep Knowledge Access custom permission set. When the ServicePlanner User has access to an article that the service rep doesn't: - The plan steps are still grounded in the knowledge article content. - The step-level citations and Sources section citations aren't included in the drafted plan to respect access rules for the service rep. **Citation Display and Navigation** - Each step created from a knowledge article is cited with a number at the end of the step in the form of \[1\]. The citation contains a hyperlink to the corresponding entry in the Sources section that lists the name of the knowledge article. For guidance plans, all citations are listed in a single Sources section at the bottom of the component. For dynamic plans, each step has its own Sources section. For more details, see [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US). - The list of sources displays the name of the knowledge article used to create the plan steps. - Each entry in the Sources section contains a link to the article used to create the step. In the example, the listed source links to the article that created the steps: Handling Returns. - When a knowledge article is used to create multiple steps in a guidance plan, the article is cited in all steps with the same citation number. In dynamic plans, each step has its own Sources section, so the same article can appear under a different citation number from one step to the next. - A step can be created from both a subagent and a knowledge article, as shown in the first step under Resolve the Case. The first part of the sentence comes from the subagent; the last part comes from the Handling Returns knowledge article. - A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like \[1\]\[2\]. **Knowledge and Citations Considerations** - For guidance plans, if a knowledge article cited in a service plan is deleted after the plan is drafted, the citation number is removed from the plan step, and the article is removed from the Sources section. The knowledge content included in the steps remains in the plan. However, if a service rep redrafts the plan, the steps originally created from the deleted article are removed. - For guidance plans, if a knowledge article cited in a service plan is archived after the plan is drafted, the citation remains in the plan step and the article remains listed in the Sources section. However, if a service rep redrafts the plan, the citation is removed from the step and the Sources list. The steps originally created from the archived article are also removed. - Deleted and archived articles behave differently in dynamic plans, because service reps can't restart a dynamic plan. For the full breakdown by plan type, see [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US). **Knowledge Optimization for Agentforce Ingenstiosn Citations Considerations** Achieving detailed service plans using knowledge grounding depends on how the content of your knowledge base is curated and how your data library is configured. For best practices on structuring knowledge articles and data libraries, see [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5 "Review required permissions, data library setup guidelines, and considerations for grounding Service Assistant in your knowledge articles."). - **[Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5)** Review required permissions, data library setup guidelines, and considerations for grounding Service Assistant in your knowledge articles. - **[Knowledge with Subagents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&release=264.0.0&type=5)** Understand how the amount and accuracy of information in knowledge articles and subagents work together to create a service plan. <!-- document id=44a8eae468d5e36d785fc50728148f9f04ae244b116f28739e606bbe4f6cb45b url=/admin/current/en-us/service/264-0-0/sp_qa.md --> # Grounding Service Assistant with Quick Actions (Optional) (Case Only) (Guidance Plans Only) Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_qa__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_qa__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Assistant for Case with dynamic plans</li> <li>Service Assistant for Messaging </li> <li>Service Assistant for Voice</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). - [Overview](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5) - [Supported Quick Actions and Permissions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5) - [Quick Action Instructions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5) Here's a quick overview of quick actions in Service Assistant and the general setup. To open the video in full-screen, [click here](https://salesforce.vidyard.com/watch/sXwwcoaozjwze4q4RQnpyS). ## Overview In Service Assistant, quick actions are a grounding source that adds actionable and automated workflows to service plans. They surface as buttons within plan steps to give service reps easy access to complete tasks a plan step requires, like changing the case status or summarizing a case. The buttons provide service reps a way to complete tasks within Service Assistant so they don’t have to go to another section of the Case record page or leave page entirely. ![Summarize case quick action launching the case summary work flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_review_doc.png) You create and manage your standard and custom Case object quick actions in the Buttons, Links, and Actions Setup page for the Case object. You then integrate your quick actions with Service Assistant with the Quick Actions Manager of the Agentforce Builder. The Quick Actions Manager is available only for Service Assistant. ![Quick action selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_manager.png) Your standard and custom Case object quick actions are automatically populated in the Quick Actions Manager. In the manager, you select which quick actions you want to assign to topics. When quick actions are assigned to topics, Service Assistant decides which quick actions are most important to add to a plan step that is created from the topic and instructions. The quick actions then show as a button in a service plan step for service reps to complete the step task directly in Service Assistant. While the Quick Actions Manager lists your quick actions, you must add each quick action added to your Case Layout in order for the quick action to show in a drafted service plan. Service Assistant supports standard and custom Case object quick actions. ## Supported Quick Actions and Permissions Here are the quick action types Service Assistant supports and the required permissions for using quick actions in Service Assistant. Both standard and custom Case object quick actions are supported. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e194">Quick Action Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e197">Supported Quick Actions in Service Assistant</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d47755e200">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e194 ">Standard Case object</td> <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e197 "> <ul> <li>Case Comment</li> <li>Close Case </li> <li>Change Owner</li> <li>Change Status </li> <li>Log a Call</li> <li>Send Email </li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e200 ">None.</td> </tr> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e194 ">Custom Case object</td> <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e197 "> <ul> <li>Create a Record</li> <li>Lightning Web Component (screen actions only)</li> <li>Log a Call</li> <li>Flow</li> <li>Send Email </li> <li>Update a Record</li> <li>Visualforce</li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d47755e200 "> <ul> <li>Flow quick actions require Run Flows app permissions. </li> <li>Visualforce quick actions require access and view permissions for the Visualforce page. See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&type=5&language=en_US" target="_blank">Set Visualforce Page Security from Profiles</a>.</li> </ul> </td> </tr> </tbody> </table> ## Quick Action Instructions All quick actions require instructions that define what the action does and when it’s used for a particular workflow, case type, or business process. The instructions help Service Assistant determine what actions are most relevant to surface in a plan step. We provide you with reference guidance and best practice for creating quick action instructions in the next sections. For setup guidance using the Quick Actions Manager, see [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). To get you started, we provide the listed instructions for the **Send Email** and **Close Case** quick actions. You can modify these instructions to suit your preferences. You must add each of these quick actions to the Salesforce Mobile and Lightning Experience Actions section of your Case layout in order for them to appear in the Quick Actions manager. **Send Email** Drafts and sends an email to a specified recipient directly from a service plan step. The email can be used for customer communications, including, but not limited to, providing status updates, conveying resolution details, and requesting or supplying additional information during case management or follow-up. **Close Case** Closes the case when the required steps to resolve issues are completed and no further action is needed. When executed, the support process is formally concluded and no additional steps can be performed. ## Considerations When using quick actions in Service Assistant, keep these considerations in mind. - Service Assistant supports only quick actions that have a single CaseId input. - To display quick actions in service plans, quick actions must be added to the Salesforce Mobile and Lightning Experience Actions of your Case Layout. See [Add Quick Actions to the Case Page Layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&type=5&language=en_US). - Standard and custom quick actions related to the Case object appear in the Quick Actions Manager. However, only certain custom quick action types are supported. See the table above. - Service Assistant can assign multiple quick actions to a plan step. In this case, the button in the step displays with a dropdown for the service rep to select what quick action to execute. - All quick actions require instructions that detail what the action does and when it’s used. Like topic instructions, these instructions help Service Assistant determine when an action is relevant to include in a service plan step. The Quick Actions Manager includes a field for adding these instructions to each quick action. For guidance on creating quick action instructions, review the next sections. - We provide you with instructions for the Draft Email and Close Case quick actions. See previous section. Although these actions automatically appear in the Quick Actions Manager, you must manually add their instructions. You can modify our provided text to suit your needs. - You can’t assign quick actions to standard Agentforce topics. You must create versions of these standard topics and then assign the quick actions to the topic version. See [Edit a Standard Topic](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_edit.htm&type=5&language=en_US). - Any changes made to a quick action name or instruction after service plans are generated aren’t considered new case information. The Redraft Plan button doesn’t appear in the component. This behavior is unlike changes made to topics and their instructions. See the Redraft Plan State section in [Work with Service Assistant](https://help.salesforce.com/s/articleView?language=en_US&id=service.sp_component_usage.htm&type=5). - We don’t provide guidance for using quick actions with Agentforce actions. Agentforce actions aren’t required in Service Assistant. If you add any Agentforce actions, they’re treated like topic instructions. All guidance for using Agentforce topics and quick actions together apply to Agentforce actions. - **[Quick Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_qa_ov.htm&release=264.0.0&type=5)** Get to know the role of quick actions in Service Assistant and their relation to Agentforce topics. - **[Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&release=264.0.0&type=5)** Review our recommendations for setting up your quick actions in Service Assistant. - **[Quick Actions with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&release=264.0.0&type=5)** Review our recommendations for how to best use quick actions with Agentforce subagents and instructions. - **[Quick Actions with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5)** Review our recommendations for how to best use quick actions with knowledge articles. - **[Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&release=264.0.0&type=5)** Review sample service plans with quick actions to see how they're added to a plan when following our provided guidelines. <!-- document id=9133e06aa50b126524ea2ef61e07453ff6931e68f4ba7646fa2a91431b66b6f3 url=/admin/current/en-us/service/264-0-0/sp_topics_start.md --> # Grounding Service Assistant with Subagents Learn the role of subagents in Service Assistant and review guidelines for creating them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Subagents and Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5) - [Guidelines for Writing Service Assistant Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5) - [Guidelines for Writing Service Assistant Instructions](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5) - [Sample Service Assistant Subagent](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - This section provides reference guidance for the creation of subagents in Service Assistant. Setup guidance follow the general Agentforce subagents setup, which is included in [Set Up Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&type=5&language=en_US). - Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you may see a mix of the new and previous terms in our documentation. See [Topics Are Now Subagents](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_agentforce_subagent_new_name.htm&release=260&type=5&language=en_US). This video outlines the best practices and configuration guidance found in this article and in [Subagent Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&language=en_US&type=5) and [Subagent Strategy](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US). It provides an overview of how to create subagents and how to optimize them when you use knowledge grounding. Review all of the information in this article and subsequent articles for more specific details and guidance. ## Subagents and Service Assistant In Agentforce, AI agents use subagents, actions, and instructions (known as agent assets) to categorize user interactions and determine what specific tasks they need to complete for users. AI agents typically assist customers in resolving general issues and finding self-service solutions without the need for a service rep, like changing a password or making an appointment. In contrast, Service Assistant is an agent that gives specific and detailed guidance to your service reps so they can resolve customer cases directly. To make sure the guidance in a service plan is accurate and specific, you need to create subagents and instructions that precisely detail your service policies for each case type, such as “Return Request” or “Credit Card Declined.” Having detailed and specific subagents help Service Assistant determine what instructions are relevant for inclusion in a service plan based on case details. Keep in mind that we don't provide any preconfigured subagents for Service Assistant. You must create you own subagents and instructions following the provided guidelines. ## Guidelines for Writing Service Assistant Subagents We suggest reviewing these guidelines on how to write both subagents and instructions for Service Assistant. The guidelines highlight how to structure your subagents and instructions for Service Assistant so that the resolution guidance in a service plan is relevant to the case and your policies. Here are a few guidelines for creating subagents for Service Assistant. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Guideline</td> <td class="slds-cell-wrap" style="vertical-align:top;">Details</td> <td class="slds-cell-wrap" style="vertical-align:top;">Example</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Proivde subagents with a clear and specific names.</td> <td class="slds-cell-wrap" style="vertical-align:top;">Subagents should have a name that speficies the exact Case type you're trying to address.</td> <td class="slds-cell-wrap" style="vertical-align:top;">Instead of using “Customer Inquiry”, use “Order Status Inquiry”. Customer Inquiry is too broad as it covers a wide range of cases.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Eliminate overlapping subagents.</td> <td class="slds-cell-wrap" style="vertical-align:top;">Make sure your subagents are distinct from one another. Overlapping subagents make it hard for the agent to classify cases meaningfully.</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Instead of including both “Manage Reservations” and “Confirm Reservation” as separate subagents, rename them to make the differences explicit.</p> <p style="margin-bottom:0;">You can avoid overlap by consolidating them into one “Reservation Management” subagent. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Keep subagents singular.</td> <td class="slds-cell-wrap" style="vertical-align:top;">Subagents work best when they encompass only one definition or concept. Combining different ideas into one subagent can result in inappropriate service plans. </td> <td class="slds-cell-wrap" style="vertical-align:top;">Instead of combining two concepts into a single subagent like “Returns and Exchanges,” separate each concept into its own subagent, “Returns” and “Exchanges." </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Provide encompassing subagent descriptions.</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Use a single high-level subagent for a wide range of related issues by explicitly listing variations and keywords in the subagent's description field.</p> <p style="margin-bottom:0;">This way you don’t need to create separate subagents for each specific variation of transactions. When you have subtypes defined in the description, Service Assistant is better able to match a single subagent to multiple transaction declined case types.</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Subagent: Transaction Declined</p> <p>Description: Guide service reps in helping customers resolve declined credit card transactions. Issues are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits</p> <p>Subagent: Return Request</p> <p style="margin-bottom:0;">Description: Guide service reps through processing a customer's return request, including verifying eligibility and initiating the return in the system. Questions are related to return requests, which includes proof of return, return windows, product condition, and refund status.</p> </td> </tr> </tbody> </table> ## Guidelines for Writing Service Assistant Instructions When writing instructions for Service Assistant, think about the steps a service rep must complete for a particular case. Translate those steps into instructions with specificity and accuracy to your service policies and practices. Here's a set of sample instructions for a "Process Return" subagent with details that follow. ![Service Assistant instructions example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topic_guidelines.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19804e271"><strong>INSTRUCTION GUIDELINE</strong></th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19804e275"><strong>CONTEXT</strong></th> </tr> </thead> <tbody> <tr class=""> <td data-label="INSTRUCTION GUIDELINE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e271 ">(1) Use clear, conditional statements </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e275 ">Include conditional language in your instructions to consider the possible scenarios that can occur when working a case. This ensures that all the relevant information is accounted for and available for the agent to decide what to include in a plan. If the information isn’t included in the instructions, it won’t be in the plan. </td> </tr> <tr class=""> <td data-label="INSTRUCTION GUIDELINE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e271 ">(2) State the actions ‌that follow preceding instructions and be clear about expected outcomes.</td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e275 "> <p>Instructions should match the standard workflow for the specific issue. In the example, the instruction states what occurs given the previous instruction. Include language such as “When you have…”, and “After…”.</p> <p>For instructions that are mandatory for working the case, use language such as “Always include this as a step in the plan”. This makes sure that the information is always included in a plan. </p> <p style="margin-bottom:0;">Keep in mind that you don’t need to add instructions in a logical order. Agentforce agents reference each instruction as standalone information, which allows them to understand and apply instructions without additional context. Service Assistant can logically organize all instructions into a sequenced service plan.</p> </td> </tr> <tr class=""> <td data-label="INSTRUCTION GUIDELINE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e271 ">(3) Specify your service policies and practices</td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e275 "> <p>When writing instructions, be specific and refer to your company's established guidance for the given case type. Cover all your service policies and standards for a given case and outline the criteria and conditions that must be met for the instruction to apply to the given case.</p> <p>Make sure that each instruction only refers to one piece of information from your policy or procedures for working the Case type. Don’t combine multiple pieces of information in one instruction.</p> <p style="margin-bottom:0;">Be sure to include your guidelines for tone, and specify any sample scripts or templates available to the service rep to aid them in working the case.</p> </td> </tr> <tr class=""> <td data-label="INSTRUCTION GUIDELINE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e271 ">(4 - not shown in image) Omit sensitive and personally identifiable information.</td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e275 "> <p>Avoid including sensitive or confidential information in your instructions. That way, you make sure the information is safe to share and referenced by Service Assistant without concerns about privacy or security.</p> <ul> <li>Includes sensitive information: If the customer's discount code isn't working, create a support ticket and assign it to the lead specialist, Jane Doe, for review. </li> <li>Omits sensitive information: If the customer's discount code isn't working, create a support ticket and assign it to the lead specialist for review. </li> </ul> </td> </tr> </tbody> </table> ## Sample Service Assistant Subagent To better understand how to create subagents for Service Assistant, here’s an example “Return Request” subagent. The example is detailed, but the amount of information in your subagents and instructions varies based on the case type and complexity. To save time creating subagents and instructions, we recommend using Agentforce Data Libraries. The feature adds information from your knowledge articles as steps in a service plan, reducing the amount of details you need to include in instructions. See [Grounding Service Assistant with Knowledge (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5 "Use Agentforce Data Libraries to ground Service Assistant in your knowledge."). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19804e376">SUBAGENT PART</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19804e379">EXAMPLE</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19804e382">CONTEXT</th> </tr> </thead> <tbody> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Label</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 ">Return Request</td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 ">A name for the subagent. </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Description</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p>Assist service reps with handling customer questions related to return requests.</p> <p style="margin-bottom:0;">Returns requests can also be called return processing, returns, refunds, return inquiries,‌ and authorize return. Questions are related to return transactions, which include proof of return, refund status, return documentation, return policy, return window, and return resolution steps.</p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p style="margin-bottom:0;">A statement of the subagent’s purpose and the types of requests that are categorized under it. Include any company-specific terms related to the subagent that the customer may provide in the case. </p> </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Scope </td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p style="margin-bottom:0;">Your job is to assist service reps in resolving customer inquiries regarding returns processing. Ensure they adhere to all internal policies and procedures. You must not handle inquiries unrelated to the return of goods.</p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p>The scope sets the boundaries for your agent and tells the agent what it can and can't do with a subagent.</p> <p style="margin-bottom:0;">Notice that the scope states, “You must not handle inquiries unrelated to the return of goods.” This ensures that the agent doesn't suggest information beyond your grounding sources. </p> </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 1</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p>Make sure the customer has provided the ‌required information: valid return date, customer name, and receipt number or order number.</p> <p style="margin-bottom:0;">This step must always be in a plan for cases dealing with returns. </p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p>The first instruction is a must-do for the service rep. It's the critical first step of a service plan that must be completed to resolve the specific case type effectively. When a step is essential to resolving a case, clearly state that it's required. </p> <p>Include language such as:</p><a name="sp_topics_start__ul_gxn_vgv_p2c"><!-- --></a> <ul id="sp_topics_start__ul_gxn_vgv_p2c"> <li>Always </li> <li>Must</li> <li>Required</li> <li>Confirm</li> <li>Verify</li> <li>At all times</li> </ul> </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 2 </td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p style="margin-bottom:0;">After you have the required information, you must confirm the purchase in the return management system.</p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p>The second instruction serves as a follow-up to the first. It can always apply or be conditional.</p><a name="sp_topics_start__ul_n3w_hhv_p2c"><!-- --></a> <ul id="sp_topics_start__ul_n3w_hhv_p2c"> <li>After you have … </li> <li>After completing the first instruction … </li> <li>After verifying … </li> <li>If …, then … </li> </ul> </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 3</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "><a name="sp_topics_start__ul_ds3_3hv_p2c"><!-- --></a> <ul id="sp_topics_start__ul_ds3_3hv_p2c"> <li dir="ltr">If the customer provides the full Return Number, then you search the return in the Returns Management System (RMS) using the return number and return date. </li> <li dir="ltr">If the customer provides the order number, then you search the return in the Order Management System (OMS) using the order number and return date. </li> <li dir="ltr">If the customer provides only the customer name, then you search the return in Salesforce using the customer name and return date. </li> </ul> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p>Consider the scenarios that can occur after the required steps are completed. These scenarios typically include conditional language. Try to cover all situations as much as possible.</p> <p>Conditional statements make instructions clear and comprehensive, ensuring that service reps have ‌all the necessary information to work the case.</p><a name="sp_topics_start__ul_av1_lhv_p2c"><!-- --></a> <ul id="sp_topics_start__ul_av1_lhv_p2c"> <li>If …, then …</li> <li>When …, then …</li> <li>Whenever …, then … </li> <li>Provided that …, then …</li> <li>Should …, then … </li> </ul> <p style="margin-bottom:0;">This format ensures that the instructions are clear and comprehensive, covering a wide range of potential scenarios.</p> </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 4</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "><a name="sp_topics_start__ul_snm_4hv_p2c"><!-- --></a> <ul id="sp_topics_start__ul_snm_4hv_p2c"> <li dir="ltr">If the purchase can't be found in the system, first check the information provided (Order Number, Return Request Date, Item Description, Return Authorization Number, or Tracking Number) for any errors or misspellings. </li> <li dir="ltr">If the information is correct and the purchase still can't be found, tell the customer that the purchase isn't showing in the system. Ask them to give any other information that can help, such as the email address used for the purchase, the payment method, or any order confirmation emails they got. </li> <li dir="ltr">If the customer's item is confirmed in the system and meets the return time frame, confirm the reason for the return and ask them to provide photos or a detailed description of the issue. </li> </ul> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 ">Continue to build your instructions in a logical order. This provides a clear pathway in the service plan for service reps to follow. </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 5</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p>Check that the product is in the right condition to be returned. Ask the customer to send you photos or a clear description of the product’s condition.</p> <p style="margin-bottom:0;">If the condition doesn’t meet the qualifier, tell the customer the return can't be processed. </p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 ">Be clear about the expected outcomes after the information is gathered. </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 6</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 "> <p>After you've gathered all the information, send a response to the customer using the Return Request Template to indicate the return process.</p> <p style="margin-bottom:0;">This step must always be in a plan for cases dealing with returns.</p> </td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 ">Make sure to provide instructions that state what to do after all other steps are completed. </td> </tr> <tr class=""> <td data-label="SUBAGENT PART" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e376 ">Instruction 7</td> <td data-label="EXAMPLE" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e379 ">If the customer isn't happy with the return process or the solution, offer to raise the issue to a higher-level support team or manager. Document the customer's concerns and the steps taken to address them.</td> <td data-label="CONTEXT" class="slds-cell-wrap" style="vertical-align:top;" headers="d19804e382 "> <p style="margin-bottom:0;">Provide instructions for situations where the customer isn't satisfied with the support provided. This helps your service reps anticipate customer needs and improve customer experience.</p> </td> </tr> </tbody> </table> - **[Service Assistant Subagent Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5)** Learn our recommended best practices for creating subagents in Service Assistant. - **[Subagent Strategy for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&release=264.0.0&type=5)** Learn how to strategize the implementation of your Service Assistant subagents for optimal granularity and knowledge grounding. <!-- document id=10ac17ec770925842332103c1e16e7f26d261b901335ee3a0c04451bd1594190 url=/admin/current/en-us/service/264-0-0/sp_rrg_vc.md --> # Grounding Voice Service Plans with Related Records (Optional) Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_rrg_vc__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_rrg_vc__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Voice</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Messaging</td> </tr> </tbody> </table> Service Assistant grounds service plans for voice calls with several standard data sources: the transcript data, subagents, knowledge articles, and actions. You add data by grounding on related records with a configurable Voice Call Related Record Details prompt template and a Get Related Record Details for a Voice Call flow that we provide you. The two resources work together to ground the service plan in both Voice Call field data and related-record data. The Voice Call Related Record Details prompt template grounds the plan in standard and custom Voice Call fields. Use the template to add standard and custom Voice Call fields as inputs. Manually add the fields you want to ground on. No Voice Call fields are included by default. ![Voice Call Related Record Details default prompt template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc_pt_default.png) The prompt template includes only a default input to a configurable flow that retrieves the related object data to ground on. Because Voice Call has a polymorphic lookup for related records, the prompt template can't identify which related object a field included in the template points to. Instead, use the Get Related Record Details for a Voice Call template-triggered prompt flow to specify the related object and fields to ground on. By default, the flow grounds the plan on these Case and Account fields specified in [Prompt Instruction Elements](https://help.salesforce.com/s/articleView?language=en_US&id=platform.flow_ref_elements_add_prompt.htm&type=5). - **Case**: Case Number, Subject, Description, Priority, Status, Origin, Type - **Account**: Name, Type, Industry, Annual Revenue, Phone, Website, Account Description The flow is a standard flow and is active by default. You can use the flow as is, add or remove the standard fields, or add objects and fields. ![Get Related Record Details for a Voice Call default flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc_flow_default.png) When the prompt template and flow are active, Service Assistant incorporates the referenced data, along with your other grounding sources, to build service plan steps. Because Service Assistant performs a fresh search of all grounding sources when it creates a step, it automatically references the related-record data for each step. When your grounding fields change or you update the prompt template or flow, Service Assistant captures the updated data and uses it to create the next step. Field, prompt template, or flow updates don't trigger Service Assistant to automatically regenerate the current plan step. Keep in mind that not every step is grounded in or references the related-record data. Service Assistant reviews the grounded data in relation to the context of the active conversation. If the data isn't relevant to the conversation, the data isn't incorporated in the plan steps. ## Setting Up Related Record Grounding for Voice To use related-record grounding, turn on Include Context from Related Records from the Voice tab of the Service Assistant Setup page and configure the prompt template and flow. When the feature is turned on from the Setup page and the prompt template and flow are active, Service Assistant automatically references the related-record data during plan generation. You don't need to assign the flow or prompt template to Service Assistant. ![Voice related record grounding toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc.png) From Prompt Builder, review the default Voice Call Related Record Details prompt template and optionally add standard or custom Voice Call object fields to ground on. The prompt template is a standard template and is active by default. From Flows Setup, review the default Get Related Record Details for a Voice Call flow. Edit the default configuration to add, remove, or modify the default grounding objects and fields. Save and activate the flow. See [Set Up Related Record Grounding for Voice](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5 "Ground voice service plans in related records using a prompt template and flow."). ## Required Permissions and Data Access To include related-record data in a voice service plan, grant the ServicePlanner User (agent user) and service reps access to all objects and fields included in the prompt template and flow. Grant access by creating a Voice Record Grounding custom permission set. Service reps also need the Prompt Template User permission set. The ServicePlanner User's access retrieves and passes the data into the plan, and the service rep's access lets that data appear in the service plan. Grant service reps access to the objects and fields set in your configuration according to your data access and sharing rules. These permissions are in addition to the [Service Assistant Mandatory Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&language=en_US&type=5) and [Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&language=en_US&type=5). This table summarizes all permissions required for related record grounding. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61679e203">Person</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61679e206">User license</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61679e209">Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e203 ">Service Assistant Admin</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e206 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e209 "> <ul> <li>Service Planner Builder permission set</li> <li>Prompt Template Manager</li> </ul> </td> </tr> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e203 ">ServicePlanner User (agent user)</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e206 ">Einstein Agent</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e209 "> <ul> <li>Agent Voice Access custom permission set</li> <li>Voice Record Grounding custom permission set </li> </ul> </td> </tr> <tr class=""> <td data-label="Person" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e203 ">Service Rep</td> <td data-label="User license" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e206 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d61679e209 "> <ul> <li>Prompt Template User permission set </li> <li>Service Planner User permission set</li> <li>Voice Record Grounding Access permission set</li> <li>Voice Eligibility Flow Access permission set</li> </ul> </td> </tr> </tbody> </table> ## Considerations for Voice Related Record Grounding - Service Assistant grounds only on text-based field data including picklists and checkboxes. Any files or images included in the record aren't used for grounding. - Grounding doesn't require a related record to be closed or ended. Service Assistant can ground on a related record in any state. - If you set up multiple Service Assistant agents for voice, all agents reference the same prompt template and flow. <!-- document id=0bad0783d041af2460e938140ff154bebff62679f8dc80f89b25879f246b05db url=/admin/current/en-us/service/264-0-0/sp_record_data_case.md --> # Grounding with Case Record Data Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_record_data_case__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_record_data_case__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance and dynamic plans</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice</td> </tr> </tbody> </table> Service Assistant uses Service AI Grounding to ground itself in the details of the active case that the service rep is handling. With Service AI Grounding, you set the case fields and objects you want Service Assistant to ground on. Service AI Grounding supports standard and custom String and Text Area fields and case-related objects, such as Case Email, Case Comments, and Case Feed. - [Record Processing Initiation](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5) - [Effective Subject and Description Fields](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5) - [Record Processing and Updates](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5) ## Record Processing Initiation Record monitoring begins when the service rep opens the case record and the case meets your eligibility criteria. Service Assistant then reviews the Subject and Description to identify the customer's intent and issue and assigns a subagent to the record. Service Assistant uses only the Subject and Description fields to identify the customer's issue and then assign a subagent to the case. No other grounding fields or objects that you set in your Service AI Grounding configuration are used to assign a subagent. Thus, the content of the Subject and Description fields plays a key role in assigning a subagent to the record, so make sure the Subject and Description clearly state the customer's issue. See the next section for more details. All other fields and objects set in your Service AI Grounding configuration are used to create the case summary (service plan summary) and plan steps. Other grounding sources, such as knowledge articles, are also used. Service Assistant references the Case field and object data to create an initial case summary and plan steps. It also uses that information to search for relevant knowledge articles and create steps based on your company policies. ## Effective Subject and Description Fields To accurately assign subagents to case records, the Subject and Description fields need clear information about a specific issue so that Service Assistant can match the case with a subagent. Service Assistant is built to resolve specific issues, so a generic issue stated in the case Subject and Description doesn't provide enough detail for accurate subagent matching. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56199e134">Example Subject and Descriptions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56199e137">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Example Subject and Descriptions" class="slds-cell-wrap" style="vertical-align:top;" headers="d56199e134 "> <ul> <li>Subject: Help with Travel Documentation</li> <li>Description: The customer is traveling to Kenya and needs help understanding what travel documents are required besides a passport. The customer is unsure whether they need a visa, where to apply for one, and the vaccination requirements.</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d56199e137 "> <p>This description works because there's enough detail for Service Assistant to match a relevant subagent.</p> <ul> <li>It contains specific information (Kenya)</li> <li>It has clear context (travel document requirements)</li> <li>It states specific concerns (visa, vaccinations, accommodations, financial requirements)</li> </ul> </td> </tr> <tr class=""> <td data-label="Example Subject and Descriptions" class="slds-cell-wrap" style="vertical-align:top;" headers="d56199e134 "> <ul> <li>Subject: Travel Question</li> <li>Description: Customer needs help with travel documents.</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d56199e137 "> <p>The description can match a related travel subagent, but it doesn't always provide enough context for Service Assistant to generate a focused plan. Although the keyword "travel documents" can help Service Assistant surface a related subagent, it doesn't capture country-specific variations. </p> <p>To accommodate general case descriptions, structure subagent descriptions so they encompass different issue-type variations. For example, you can create a broad "Travel Documentation" subagent that matches a wide range of issue types by using a description such as this:</p> <p>"Your job is to assist service reps in helping customers understand and complete travel document requirements for international travel, including passports, visas, vaccination documentation, entry forms, and destination-specific eligibility or timing requirements. You must not handle inquiries outside of travel document guidance and related travel entry requirements."</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5" title="Learn our recommended best practices for creating subagents in Service Assistant.">Service Assistant Subagent Best Practices</a> for more details.</p> </td> </tr> </tbody> </table> ## Record Processing and Updates By default, Service Assistant actively monitors your grounding configuration for the entire life cycle of the case. Service Assistant automatically detects case field, case comment, and email updates and passes that context to the service plan. How the new record data is incorporated differs between dynamic and guidance plans. **Dynamic Plan Record Processing and Updates** During a dynamic service plan, Service Assistant actively reviews all grounding sources in real time when it creates each plan step. While a service rep works on an active step, a field or object in your grounding configuration can be updated. Service Assistant then reviews the new details and regenerates the active plan step in real time. Automatic step regeneration is supported for: - Updates to case fields - New case emails - New case comments (internal or external) - Updates to existing case comments (internal or external) To track case field and object updates and update steps in real time, turn on Update Plans with Context from the Service Assistant Setup page. In the Dynamic Service Plans section, you choose what you want Service Assistant to update: **Update Plan Steps When Case Fields Change**, **Update Plan Steps When Case Comments Change**, or both. ![Service Assistant dynamic plans enabled with update plan context for fields and comments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_regrounding.png) The settings available in Setup apply only to case fields and comments. Service Assistant handles case emails and the case feed differently. - You don’t turn on automatic data tracking and updates for Case Emails. This is enabled by default. - Automatic step regeneration doesn't apply to Case Feed. If you enable case feed grounding in Service AI Grounding, Service Assistant still monitors the feed for updates and captures the new data. However, the new data doesn't trigger regeneration of the active step. Service Assistant grounds on the new data when the current step is completed and the next step is created. - If you ground on the Internal Comments field, enable Case Comments for grounding. Internal Comments data isn't tracked when Case Comments isn't enabled for grounding. **Guidance Plan Record Processing and Updates** Unlike dynamic plans, you don’t turn on the Update Plan Steps settings for guidance plans. Tracking field and object updates is enabled by default for all fields and objects. However, guidance plans don't automatically redraft when Service Assistant finds new information in your grounded fields and objects. Instead, Service Assistant tracks all fields and objects set in your configuration and shows the **Redraft Plan** button to indicate that updates are available. Service reps select **Redraft Plan** to incorporate the updates. ## Considerations Data Access and Permissions - Service plans are grounded in the context of the ServicePlanner User's permissions. As a result, service reps can see grounded responses for fields and objects they don't have direct access to. Set your grounding configuration so that the ServicePlanner User's permissions align with the data access intended for your service reps. See [Service Assistant Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US). - If you turn on Case Feed grounding, give the ServicePlanner User (the agent user) access to the Case Feed. Service Assistant has access to case emails and case comments by default. Supported Data and Field Types - Encrypted fields aren't supported for grounding. - Only String and Text Area fields are supported for grounding. - Custom fields are supported. - Only text from Case Emails, Case Comments, and the Case Feed is used to ground a service plan. PDFs, images, and other attachments aren't used as grounding sources. - For Case Emails, both the initial plan generation and regenerating plan steps for new case emails can fail if there is a very high email volume. If a record has a large set of emails, the ingestion and grounding of the data can exceed internal limits and the plan fails with an error like “Something went wrong. Try again later or contact Salesforce Customer Support”. If this occurs, remove Case Emails from the grounding configuration on the Service AI Grounding Setup page, or summarize emails into a custom Case field and ground on that field instead. - If you ground on the Internal Comments field, enable Case Comments for grounding. Internal Comments data isn't tracked when Case Comments isn't enabled for grounding. This applies to both dynamic plans and guidance plans. - On the Service AI Grounding Setup page, knowledge grounding is shown as a grounding source, but knowledge grounding isn't supported in Service Assistant. Use Agentforce Data Libraries instead. Other Considerations - Service plan summaries are never updated to account for field and object updates. This behavior applies to both guidance and dynamic plans. - Service Assistant also supports context variables for passing record data to your actions. See [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US). #### See Also - [_Salesforce Help_: Set Up Case Dynamic Plan Context Updates](https://help.salesforce.com/s/articleView?id=service.sp_dp_context.htm&language=en_US) <!-- document id=d553677bdb812732f34945d44855696ecffcc30ee16ab52e6597ff24cce7c3fb url=/admin/current/en-us/service/264-0-0/sp_cv.md --> # Grounding with Context Variables (Optional) Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice with the Adaptive Experience Add-on License</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This article provides reference guidance for context variables. Find setup guidance in [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US). - [Context Variables in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5) - [Using Context Variables with Action Inputs](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5) ## Context Variables in Service Assistant Context variables are predefined values that Service Assistant reads automatically at the start of a session to generate more relevant plan steps. They let actions work with the current record without the service rep entering that information manually. Service Assistant uses these context variables. - SeedPlanWithGuidance: Guides how Service Assistant generates a sevice plan and the step-by-step guidance. It's provided automatically and isn't shown on the Context tab in Agentforce Builder. It’s visible only from the subagent's action inputs and you can’t modify it. - currentRecordId: Passes the ID of the record into plan steps and actions. Service Assistant doesn't automatically read the record's field values or related data. You create this variable manually. The behavior of currentRecordId depends on the object. - For cases, currentRecordId is the case record ID, the 18-character Salesforce ID of the case that the rep has open. - For messaging sessions, currentRecordId is the messaging session ID, not the contact ID. Service Assistant draws conversation and customer context only from the transcript and the currentRecordId context variable. It doesn't receive additional context from the record itself or related records such as Contact or Case. - For voice calls, currentRecordId is the voice cal, ID, not the contact ID. Service Assistant draws conversation and customer context only from the transcript and the currentRecordId context variable. It doesn't receive additional context from the record itself or related records like Account To make record context available to actions and plan steps, create the currentRecordId context variable and assign it to your action inputs. See [Set Up Context Variables for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&release=264.0.0&type=5 "Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually."). You assign currentRecordId to an action's input so the action can perform work such as looking up order history or updating related records, without the rep entering the ID or contact information manually. Service Assistant for Messaging doesn't directly support grounding on related records, including any previous messaging sessions. To include related record data in the service plan, build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to retrieve the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important There's an existing Messaging Session context variable on the Context tab, but it isn't available for use. Use currentRecordId to pass the messaging session ID into actions. ## Using Context Variables with Action Inputs To use context variables with actions, add them to the action's input field. When you assign currentRecordId to an action input, Service Assistant automatically passes the current record ID into the action at session start. The rep doesn't enter a record ID manually, such as when an action closes or escalates a case. For steps to create and add the context variable, see [Set Up Context Variables for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&release=264.0.0&type=5 "Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually."). If you use a flow-based action, you must complete additional steps in Flow Builder to add the context variable as an input to the flow. ## Considerations - **Context variables are session-scoped.** They're set when the session starts and don't update mid-session. If the rep navigates to a different record during a session, the context variable still reflects the record that was open when the session began. - **Specify the expected ID format in the action input instructions.** If an action input expects an 18-character Salesforce record ID, state that explicitly. For example: The 18-character Salesforce record ID of the case. Don't use the case number. This reduces the risk of the Service Assistant passing the wrong value. <!-- document id=41097db626484cf5d50fb9fe3faa52d43fdca470170ba66e31f4e0922eb69638 url=/admin/current/en-us/service/264-0-0/sp_record_data_msg.md --> # Grounding with Messaging Session Record Data Learn how Service Assistant grounds in the Messaging Session transcript to create service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_record_data_msg__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_record_data_msg__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Voice</td> </tr> </tbody> </table> For a messaging session, Service Assistant grounds in the conversation transcript throughout the entire life cycle of the session. The transcript provides the specific data that describes the customer's issue and current status. Service Assistant uses this data to build the service plan. After the issue is identified, Service Assistant assigns a subagent to the record and then references your grounding sources, such as knowledge articles, to create plan steps. Grounding in the conversation transcript is turned on by default when you set up and turn on Service Assistant for Messaging. ## Record Processing Initiation Record monitoring begins after the service rep accepts the session and the session meets your eligibility criteria. Service Assistant then reviews the chat to identify the customer's intent and issue. The transcript must contain enough context for Service Assistant to identify the issue. Customers usually state the issue in the first few messages, but it can take five or more messages to reach the context threshold. What counts as enough context depends on the clarity of the messages in the chat. Vague or conflicting messages, or messages split into multiple parts, can delay the start of a plan. Service Assistant doesn't show a status indicator while it monitors the chat, so the component stays blank until it identifies the issue and generates the plan summary. Along with the context requirements, meet these requirements before a service plan starts. - Salesforce admins and service reps require direct access to your eligibility criteria flow. Because the flow doesn't run on the ServicePlanner User's Run Flows app permission, grant access through a custom permission set. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US) and [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US). - The ServicePlanner User requires app and object permissions for the Messaging Session object. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US). ## Record Processing and Updates Grounding in a messaging session is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new message and continuously adapts the plan, so the steps always reflect where the conversation stands. For each step, Service Assistant runs a real-time search of all your grounding sources. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. Because a messaging plan is dynamic, each new message feeds the next step, so there's no separate redraft action. By default, Service Assistant for Messaging grounds on the transcript and standard sources, such as subagents and knowledge articles. To add data from related records, such as the related Account or Case, choose one of these options. - **Related record grounding:** Turn on Include Context from Related Records on the Messaging tab of the Service Assistant Setup page. A configurable prompt template pulls field data from related records into the service plan. Service Assistant captures updates to the grounding fields or the prompt template and uses them to ground the next plan step. It doesn't regenerate the current step. Related record grounding is supported only in dynamic plans. See [Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.") and [Set Up Related Record Grounding for Messaging (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5 "Ground messaging service plans in related records using a prompt template."). - **Agent action:** Build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to get the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps. ## Considerations - Service Assistant is active only when the messaging session record is owned by a human user. If a bot or queue owns the record, Service Assistant doesn't process the record or generate a plan. - Service Assistant references only text in the current session's transcript. It doesn't process file uploads, images, or choice responses, and it ignores previous sessions linked to the same conversation record. - Service Assistant can reference the messaging chat only from the Messaging Session record page. Service Assistant can't access the transcript when it's installed on other record pages, such as Case or Account. - Service Assistant also supports context variables for passing record data to your actions. See [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US). <!-- document id=f493a555b39e7d898b18d23dadc1f45ec0a614d6cee3f7ef00c9ad19cbc26ce5 url=/admin/current/en-us/service/264-0-0/sp_record_data.md --> # Grounding with Record Data Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Record data is the primary grounding source that Service Assistant references to identify the customer's issue, assign a subagent, and build the service plan for that issue from your instructions and grounding sources. The specific record details that Service Assistant analyzes vary depending on the record type. - **Case:** Service Assistant grounds on Case object fields and related objects, such as Case Emails, Case Comments, and Case Feed. You configure which fields and objects to ground on through Service AI Grounding as part of the General Service Assistant for Case setup. - **Messaging and voice:** Service Assistant grounds on the messaging and voice call transcripts throughout the entire life cycle of the session or call. Transcript grounding is turned on automatically when you set up and turn on Service Assistant for Messaging and Voice. Service Assistant uses cases fields and the messaging and voice call transcripts to: - Identify the customer's issue and assign a subagent to the record. - Create an issue summary (service plan summary). - Search for related knowledge articles to start constructing the plan steps. Because Service Assistant is a real-time agent, it continuously monitors the record and tracks updates as the interaction progresses, and then adjusts the plan in real time. When it creates a plan step, it also runs a fresh search of all your grounding sources so that the step reflects the latest record data. Review the recording grounding reference for each supported object for specific details on how Service Assistant processes record data. ## Record Data and Subagents Record processing begins only after Service Assistant matches the customer's issue to a subagent whose instructions describe that context. Service Assistant gives service reps specific, detailed guidance to resolve customer issues from your grounding sources, and it uses record data to identify the issue and make that match, which starts plan creation. A broad subagent, such as "Customer Issue" or "Resolve Customer Issue," can't supply the steps a specific issue requires, and Service Assistant doesn't initiate a service plan. Create specific subagents, such as "Password Reset" or "Order Return," rather than broad ones. See [Service Assistant Subagent Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&language=en_US). - **[Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5)** Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans. - **[Grounding with Messaging Session Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_msg.htm&release=264.0.0&type=5)** Learn how Service Assistant grounds in the Messaging Session transcript to create service plans. - **[Grounding with Voice Call Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_vc.htm&release=264.0.0&type=5)** Learn how Service Assistant grounds in the voice call transcript to create service plans. <!-- document id=d64bf907bd253181af086b0520779014bdae9eb3a5d1420454042aef5ba4a289 url=/admin/current/en-us/service/264-0-0/sp_rrg.md --> # Grounding with Related Record Data (Optional) Ground Service Assistant in data from related records to provide more contextual and detailed service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans. You turn on related-record grounding per object on the Service Assistant Setup page. Each object has its own setup steps for the related records you want to ground on. How Service Assistant accesses and grounds on the related record data also differs by object. Adding related record data to service plans requires granting the agent user and service reps read access to the objects and fields you want to ground on. The ServicePlanner User's access lets Service Assistant retrieve and pass the data into the plan, and the service rep's access lets that data appear in the service plan. We detail the specific permissions needed for each object. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:17.730496453900706%"> <col style="width:39.71631205673759%"> <col style="width:42.553191489361694%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e69">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e72">Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45146e75">Feature Reference and Setup</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Case </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 ">Service Assistant grounds a service plan on the text transcripts of closed Messaging Session and Voice Call records attached to the case. </td> <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&type=5&language=en_US" target="_blank">Grounding Case Service Plans with Related Records</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US" target="_blank">Set Up Related Record Grounding for Case</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Messaging </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 ">Service Assistant grounds a messaging service plan on field data from related records, through a configurable prompt template. By default, the template grounds on preset Case and Account fields. Modify the template to add or remove fields, or to include other objects.</td> <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5" title="Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.">Grounding Messaging Service Plans with Related Records</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5" title="Ground messaging service plans in related records using a prompt template.">Set Up Related Record Grounding for Messaging</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e69 ">Voice </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e72 "> Service Assistant grounds a voice service plan on field data from related records, through both a configurable prompt template and a prompt flow. The prompt template adds data from standard or custom Voice Call fields, and the flow adds data from related records.</td> <td data-label="Feature Reference and Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d45146e75 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5" title="Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.">Grounding Voice Service Plans with Related Records</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5" title="Ground voice service plans in related records using a prompt template and flow.">Set Up Related Record Grounding for Voice</a></li> </ul> </td> </tr> </tbody> </table> - **[Grounding Case Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5)** Learn how to use Messaging Session and Voice Call records as a grounding source for Service Assistant for Case. - **[Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5)** Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps. - **[Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5)** Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps. <!-- document id=4615b40449fd21a6010f36de1751e2c6da6248af2f0dd6ad2db4d4d447cdb35f url=/admin/current/en-us/service/264-0-0/sp_record_data_vc.md --> # Grounding with Voice Call Record Data Learn how Service Assistant grounds in the voice call transcript to create service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_record_data_vc__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_record_data_vc__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Voice</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Messaging</td> </tr> </tbody> </table> For a voice call, Service Assistant grounds in the conversation transcript throughout the entire life cycle of the call. The transcript provides the specific data that describes the customer's issue. After the issue is identified, Service Assistant assigns a subagent to the record and then references your grounding sources, such as knowledge articles, to create plan steps. Service Assistant continues to monitor the transcript to build the most accurate, relevant plan steps for the current context of the call by actively reviewing your grounding sources as it creates each step. Grounding in the conversation transcript is turned on by default when you set up and turn on Service Assistant for Voice. ## Record Processing Initiation Record monitoring begins after the service rep accepts the call and the call meets your eligibility criteria. Service Assistant then reviews the transcript to identify the customer's intent and issue and assign a subagent. There's no fixed threshold for how much transcript is needed for Service Assistant to identify the issue and start the plan. Plan initiation depends on the telephony model, transcript processing time, and clarity of the transcript. After Service Assistant identifies the issue, it assigns a subagent and immediately presents the first step. Unlike case and messaging processing, voice processing doesn't show a plan summary or a **Start Plan** button. Along with the context requirements, meet these requirements before record processing starts. - Salesforce admins and service reps require direct access to your voice call eligibility criteria flow. Because the flow doesn't run on the ServicePlanner User's Run Flows app permission, grant access through a custom permission set. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US) and [Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&type=5&language=en_US). - The ServicePlanner User requires app and object permissions for the Voice Call object. See [Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&type=5&language=en_US). ## Transcript Quality Service Assistant's ability to assign a subagent and create steps depends on the quality and speed of the transcription. - **Plan generation can be delayed at the start of a call.** Before Service Assistant generates the first step of the plan, it requires enough messages in the transcript to understand the context of the call and the issue to resolve. If the transcript hasn't caught up to the conversation, the first step can take longer to appear. Service Assistant doesn't show a status indicator while it monitors the transcript, so the component stays blank until it identifies the issue and shows the first step. You can see a message such as, “There's not enough information to start the plan. Add more details, then check back here.” Plan processing starts when enough transcript text is available. What counts as enough information varies and depends on the clarity and speed of the transcription and how quickly the customer surfaces the reason for the call. - **Plan quality depends on transcript quality.** If your transcription provider drops words, introduces errors, or delivers text in large delayed batches rather than incrementally, the plan can be less accurate or less timely. Transcript quality also affects agent actions. If the transcript doesn't clearly capture the context that triggers a specific action, that action doesn't always surface as a step in the plan. For example, a customer requests a refund, but the transcription renders it as an unrelated phrase. Reps can manually start agent actions or quick actions in the agent chat when the plan doesn't reflect what they're hearing on the call. ## Record Processing and Updates Grounding in a voice call is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new transcript segment and continuously adapts the plan, so the steps always reflect where the conversation stands. For each step, Service Assistant runs a real-time search of all your grounding sources. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. Because a voice call is a live conversation, plan steps are more fluid than in case or messaging plans and can change frequently to stay current with the call. By default, Service Assistant for Voice grounds on the conversation transcript and standard sources, such as subagents and knowledge articles. To add Voice Call field data and related-record data, choose one of these options. - **Related record grounding:** Turn on Include Context from Related Records on the Voice tab of the Service Assistant Setup page. A configurable prompt template pulls standard and custom Voice Call field data into the service plan, and an overridable flow retrieves the related record details, such as Case and Account fields. Service Assistant captures updates to the grounding fields, prompt template, or flow and uses them to ground the next plan step. It doesn't regenerate the current step. Related record grounding is supported only in dynamic plans. See [Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.") and [Set Up Related Record Grounding for Voice (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5 "Ground voice service plans in related records using a prompt template and flow."). - **Agent action:** Build an agent action that takes `VoiceCall.Id` as input and queries the `RelatedRecordId` field. Because `RelatedRecordId` is a polymorphic lookup field, your action must handle multiple object types. For the agent action option, Voice Call records also include `RecipientId` and `EndUserId` fields that identify the participant who received the call. Depending on your configuration, you can query those fields instead of or in addition to the related record. For details, see the [VoiceCall Object reference](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm). ## Considerations - Service Assistant is active only when the Voice Call record is owned by a human user. If a bot or queue owns the record, Service Assistant doesn't process the record or generate a plan. - Voice processing doesn't show a plan summary or a **Start Plan** button. The first step appears automatically after the issue is identified. - Service Assistant can reference the transcript only from the Voice Call record page. Service Assistant can't access the transcript when it's installed on other record pages, such as Case or Account. - Service Assistant and the chat box stay available for about 24 hours after the call ends, so reps can complete wrap-up tasks such as requesting a call summary or drafting a follow-up email. - Service Assistant also supports context variables for passing record data to your actions. See [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US). <!-- document id=3d60f2771dec8ca50f723ed8be372bc5255336293c9161632ccc42652dea4179 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_group_nearby.md --> # Group Nearby Appointments Service Objective Use the Field Service Group Nearby Appointments service objective to reduce the number of mobile workers assigned to the same area on a given day. This objective ensures mobile workers maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per mobile worker, where multiple workers typically start from the same home base and cover the same geographical areas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This objective is supported only when you’re using Enhanced Scheduling and Optimization. Relevance groups isn’t supported for this objective. By prioritizing this objective, the scheduling engine identifies geographical clusters so that a single worker manages the entire workload for a cluster, reducing inefficient "ad-hoc" stops in favor of dedicated area coverage. This clustering eliminates path overlap and maximizes productivity by ensuring one mobile worker "owns" the area for the day. ## When You’re Using Enhanced Scheduling and Optimization The enhanced engine dynamically groups nearby appointments into geographic clusters based on location and proximity. The Group Nearby Appointments service objective applies a penalty equivalent to 120 minutes of travel for every service appointment (or resource absence) that falls outside a cluster. To use the Group Nearby Appointments objective effectively, you need to balance it with Minimize Travel, because these two goals can compete with each other. The Minimize Travel objective operates on a standard scale of 120 minutes where every minute of travel is assigned a penalty based on the weight you provide. For example, if you assign Minimize Travel an objective weight of 1,000, the engine divides that weight by the 120-minute scale, resulting in a penalty of 8.33 points for every minute of driving. To control how much extra driving you're willing to tolerate before the engine schedules an appointment outside a cluster, you must adjust the weight of the Group Nearby Appointments objective relative to the per-minute travel penalty. For example, if you’re willing to accept up to 10 extra minutes of driving to keep a worker in the same area, you calculate the weight by multiplying the per-minute travel penalty by your desired time threshold. Using the previous example, where the per-minute penalty is 8.33, set the Group Nearby Appointments weight to 83.3 (8.33 points × 10 minutes). By setting the weight to 83.3, or rounding up to 85 to create a slightly stronger preference, the engine prioritizes keeping a worker in the same area unless the travel savings from breaking the cluster exceeds 10 minutes. At this setting, the engine keeps the worker in the same geographic area unless assigning the appointment outside the cluster reduces travel time by more than about 10 minutes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Like other scheduling objectives, weighting Group Nearby Appointments too heavily comes with a trade-off. Because the engine prefers a clean cluster per route, it can open an additional shift rather than pull a nearby appointment from another cluster into an existing shift, even if that appointment fits in the available time. This can increase the number of shifts (mobile workers) used, especially if you have more capacity than appointments. ## When You’re Not Using Enhanced Scheduling and Optimization This service objective isn’t supported. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) <!-- document id=842baa6524ca326df3197ba0a3e1660d7c7d3b87a0bd2eb1d1333fd9e1802518 url=/admin/current/en-us/service/264-0-0/pfs_group_appointments.md --> # Group Nearby Field Service Appointments One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Scheduling and Optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Enhanced Scheduling and Optimization uses newer and more powerful features, including, [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US), [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US), and [Appointment Bundler](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&type=5&language=en_US). ## Customize Appointment Grouping Settings 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Scheduling** | **Dynamic Gantt**. 2. Under **Group Nearby Appointments**, configure the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d142341e127">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d142341e130">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Service Appointment candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">Select any standard or custom checkbox field, including formula fields. This field must be selected (set to True) for an appointment to be a candidate in appointment grouping.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Work Order candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order, this field must be selected (set to True) for the appointment to be a candidate in appointment grouping.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Work Order Line Item candidate Boolean field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order line item, this field must be selected (set to True) for the appointment to be a candidate in appointment grouping.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Max appointments to schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">When searching for nearby appointments, the scheduling engine ends its search after finding this many candidate appointments. The maximum is 50 appointments.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Max runtime (seconds)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">The scheduling engine spends this many seconds searching for nearby service appointments. The maximum is 60 seconds. The search ends after either the max runtime or max appointments to schedule is reached.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">When attempting to schedule the unscheduled service after the nearby services</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 "> <ul> <li><strong class="uicontrol">Schedule to original resource only</strong>: Assign rescheduled appointments only to the original assigned resource.</li> <li><strong class="uicontrol">Schedule to all resources</strong>: Consider all qualified service resources when rescheduling appointments.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">When unable to arrange schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 "> <ul> <li><samp class="parmname">Leave on Gantt and set In-jeopardy</samp>: If an appointment can’t be rescheduled without breaking work rules, leave the appointment in its original time slot with an In Jeopardy flag.</li> <li><samp class="parmname">Unschedule the appointment(s)</samp>: If an appointment can’t be rescheduled without breaking work rules, unschedule the appointment and remove it from the Gantt.</li> <li><samp class="parmname">Reshuffle other assignments</samp>: If an appointment can’t be rescheduled without breaking work rules, use the Reshuffle action. This action reschedules appointments to favor high-priority appointments. To learn more, see <a href="https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5" title="Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.">Reschedule Service Appointments in Field Service</a>.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e127 ">Radius for nearby appointments</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142341e130 ">The radius around the originating service appointment, which determines the number of appointments affected by Group Nearby Appointments. The distance unit—kilometers or miles—is set on the Routing tab in the Scheduling section of Field Service Settings.</td> </tr> </tbody> </table> After customizing your appointment grouping settings, right-click an appointment on the Gantt and select **Group Nearby**. ## Considerations - In order to run Group Nearby Appointments successfully, service appointments must have the same address as their parent work order. - Group Nearby Appointments uses the parent work orders' latitude and longitude values. - In Group Nearby Appointments, only unscheduled service appointments can be candidates. - Group Nearby Appointments only schedules appointments within the given day, which is the first day on the Gantt. - By default, the Is Fill In Candidate field on service appointments, work orders, and work order line items is selected. This means that all service appointments are considered as candidates when grouping appointments. - When a service appointment is scheduled by Group Nearby Appointments, the appointment’s Schedule Mode is set to **Automatic**. #### See Also - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5 "Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows.") - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5 "Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.") - [Set Up Field Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&type=5&language=en_US) - [Manage Service Appointment Bundling in the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_parent.htm&type=5&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US) - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) <!-- document id=762fc4628193f13b71a250b3ef20168b05b69ac832fa67e5cc6e0f7490c768cb url=/admin/current/en-us/service/264-0-0/sp_translation.md --> # Guidance Plan Translation Learn how and when Service Assistant translates guidance service plans using Real-Time Translation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_translation__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_translation__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans only</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn't apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Assistant for Case with dynamic plans</li> <li>Service Assistant for Messaging</li> <li>Service Assistant for Voice</li> </ul> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Translation of service plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported. Service Assistant translates guidance service plans for case into two different experiences: your company's preferred language and the service rep's preferred language. Each of these translation experiences comes with specific support requirements, language compatibility, and considerations. - [Drafted Plan Language](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) - [Service Rep Plan Language](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) - [Translation Scenarios](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) - [Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) ## Drafted Plan Language By default, all service plans are drafted in your company's default language, known as the drafted plan language. This behavior is automatic and requires no manual setup. Service reps need only the Service Planner User permission set. Although Salesforce offers a wide range of options for your company's default language, Service Assistant is limited to the specific subset of languages supported by Prompt Builder. See [Supported Languages in Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). If your company's preferred language isn't supported by Prompt Builder, service plans are always shown in English. **Considerations** Service plans contain two content elements: user interface text (buttons and headers) and service plan content (case summary, plan section headings, and plan steps). Each content type is translated separately. - The UI text is always shown in each service rep's preferred language according to [Service UI Supported Languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&type=5&language=en_US). - The service plan content is always shown in your company's default language. The difference in translations means that the component UI text is shown in the service rep's preferred language and the service plan content is shown in the company's preferred language. The following example shows a plan where the UI text is in Spanish, but the plan content is in English. Further details are provided in the [Translation Scenarios](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5) section. To avoid a mixed language experience, we recommend that you either: - Use Real-Time Translations to have service plans fully translated into each service rep's preferred language. See the next section. - Set your service reps' preferred language to your company's preferred language, if possible. If your company's preferred language isn't supported by Prompt Builder, set your service reps' language to English, if possible. ![Scenario 1 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario.png) ## Service Rep Plan Language To let service reps work with service plans in their preferred language, you can optionally turn on [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_intro.htm&type=5&language=en_US). When turned on, Service Assistant translates all text in the component from your company's preferred language into the service rep's preferred language in real time. All text is automatically translated when service reps: - Open a new case and a case summary is drafted. - Draft or redraft a service plan. - Open a case with a preexisting case summary or drafted service plan. **Supported Languages** Service Assistant supports the same languages as Real-Time Translations. The full list of languages is provided in [Considerations for Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&type=5&language=en_US). If a service rep's preferred language isn't supported by Real-Time Translations, the service plan language is shown in your company's default language. If your company's preferred language isn't supported by Prompt Builder, the plan is shown in English. **Requirements and Permissions** Translation of service plans using Real-Time Translations is available only with the Agentforce for Service or Agentforce 1 add-on licenses. If you have an Einstein for Service license and want to use Real-Time Translations, contact your Salesforce account executive. For service reps to view plans in their preferred language, they need the Service Plan Translation permission set. The ServicePlanner User (the agent user) doesn't require the permission set. The Service Assistant admin needs only the Service Planner Builder permission set to set up Real-Time Translations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e259">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e262">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e265">Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Salesforce</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 ">Service Planner Builder</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Salesforce</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 "> <ul> <li>Service Planner User</li> <li>Service Plan Translation</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e259 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e262 ">Einstein Agent</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e265 ">None</td> </tr> </tbody> </table> **Translation Setup** To translate service plans in your rep's preferred language, you must turn on Real-Time Translations for Service Assistant in the Real-Time Translations setup page. After, assign service reps the Service Plan Translation permission set. See [Set Up Service Plan Translation (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&release=264.0.0&type=5 "Turn on Real-Time Translations to translate service plans into service reps' preferred language."). When Real-Time Translations is turned on and service reps have the required permissions, Service Assistant automatically translates plans in the following scenarios. - Each newly drafted service plan is first generated in your company's preferred language and then translated in real time into the service rep's preferred language. - Active service plans in either a summary or drafted state are translated when service reps open or refresh the Case record. - Service plans that are closed before Real-Time Translations is turned on are presented in the service rep's preferred language when service reps open or refresh the Case record. **Considerations** The translation of service plans into a service rep's preferred language isn't saved as a permanent version. Translated service plans are generated in real time and are visible only to the service rep working the service plan. If a different service rep opens the same case, a new real-time translation occurs and the plan is shown in their preferred language. When the service rep's preferred language isn't supported or they don't have the required permission set, the plan language is shown in your company's default language or English when your company language isn't supported in Prompt Builder. ## Translation Scenarios Service plans contain two text elements: user interface text and service plan content. The translation of these text elements is handled separately. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e383">Element</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e386">What It Is</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e389">Translation Behavior</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e383 ">User interface text</td> <td data-label="What It Is" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e386 ">Fixed elements in the Service Assistant component: headers, buttons, tooltips, and hover text.</td> <td data-label="Translation Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e389 "> <p>Always displayed in the service rep's preferred language.</p> <p style="margin-bottom:0;">The translation of user interface text always aligns with <a href="https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&type=5&language=en_US" target="_blank">Service User Interface Language Support</a> and is translated separately from the drafted plan language.</p> </td> </tr> <tr class=""> <td data-label="Element" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e383 ">Service plan content</td> <td data-label="What It Is" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e386 ">The text of the service plan: case summary, service plan steps, and plan headings, such as "Gather Information" and "Work the Issue". </td> <td data-label="Translation Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e389 "> <p>Always drafted in your company's default language when supported by Prompt Builder.</p> <p style="margin-bottom:0;">If Real-Time Translations is turned on, the plan content is then translated in real-time from the company language into the service rep's preferred language.</p> </td> </tr> </tbody> </table> Here are scenarios that outline the translation experiences for UI text and service plan content based on whether Real-Time Translations is turned on. **Scenario 1: Real-Time Translations isn't Turned On** Because the user interface text and the service plan content translations occur separately, a mixed language experience can occur. The component UI text is always shown in your service rep's preferred language and the service plan content remains in your company's default language. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e466">UI Text Translation</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e469">Plan Content Translation</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e472">Recommendation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="UI Text Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e466 "> <p style="margin-bottom:0;">The user interface text (buttons, headings, and hover text) is always translated into your service rep's preferred language according to <a href="https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_language_support_ui.htm&type=5&language=en_US" target="_blank">Service UI supported languages</a>.</p> </td> <td data-label="Plan Content Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e469 "> <ul> <li>If your company's default language is supported by Prompt Builder, the service plan content is displayed in that language. When your company language differs from the service rep's preferred language, the service rep sees the UI in their preferred language while the service plan content is shown in your company's preferred language.</li> <li>If your company's default language isn't supported by Prompt Builder, the service plan content defaults to English. When English differs from the service rep's preferred language, the rep sees the UI in their preferred language and the plan content is in English.</li> </ul> </td> <td data-label="Recommendation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e472 ">To ensure a consistent experience where both the user interface and service plan content are displayed in the same language, we recommend having service reps set their preferred language to one of the Prompt Builder supported languages or English. Alternatively, you can turn on Real-Time Translations to align the plan content with the rep's preferred language.</td> </tr> </tbody> </table> This example illustrates a mixed language experience where the company default language is set to English, and the service rep's language is Spanish. Because Real-Time Translations isn't turned on, the UI text is translated according to the service rep's set language but the service plan content remains in English. ![Scenario 1 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario.png) **Scenario 2: Real-Time Translations is Turned On** When Real-Time Translations is turned on, the component UI text and service plan content are shown in the service rep's preferred language. Here's an outline of how the translations take place. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e546">UI Text Translation</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e549">Plan Content Translation</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e552">Recommendation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="UI Text Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e546 ">The user interface text is always translated into your service rep's preferred language.</td> <td data-label="Plan Content Translation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e549 "> <ul> <li>If your company's default language is supported by Prompt Builder but the service rep's preferred language is different, the service plan content is translated in real time into the service rep's preferred language. The languages in the UI and service plan are aligned.</li> <li>If your company's default language isn't supported by Prompt Builder, the plan generation defaults to English and the UI is shown in the service rep's preferred language. Because Real-Time Translations supports a variety of languages, the plan content is automatically translated from English into the service rep's preferred language. The languages in the UI and service plan are aligned.</li> </ul> </td> <td data-label="Recommendation" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e552 "> <p>The UI text and service plan content languages are unified. </p> <p>However, there are considerations.</p> <ul> <li>The subagent name that shows in the case isn't available for translation. The text is always shown in English.</li> <li>Even when Real-Time Translations is turned on and the language is supported, technical errors can interrupt the translation process. In this case, the service plan content reverts to your company's preferred language (English or the supported Prompt Builder languages) while the user interface text remains in the service rep's preferred language. This results in a mixed language experience.</li> </ul> </td> </tr> </tbody> </table> Here's an example where the company default language is set to French, but the service rep's preferred language is Norwegian (Bokmål). Keep in mind the name of the subagent assigned to the case (Travel Documentation Cases) isn't translated. The subagent name is always shown in English. ![Scenario 2 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translate_scenario_2.png) ## Translation Considerations - Translation of the subagent name included in the service plan summary isn't supported. The text is always shown in English. The subagent name appears in two places: the start of the case summary and at the top of a drafted service plan. - If you use Real-Time Translations for Messaging and provide a custom terminology file, the file isn't available for use in Service Assistant. - If you ground Service Assistant with quick actions and use custom quick actions, the names of the quick actions surfaced in the plan steps aren't translated (1-2). The names are shown in English. To translate the names of your custom quick actions, see [Translate Metadata Labels](https://help.salesforce.com/s/articleView?id=platform.entering_translated_terms.htm&type=5&language=en_US). - If you ground Service Assistant in your knowledge articles, translation of the knowledge article names listed in the Sources section isn't supported (3). The names of the knowledge articles are always shown in English. The "Sources" heading is translated. See [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5). - If you set up the similar cases feature, case statuses aren't translated (4). By default, the list always shows the number and status. The "Similar Cases" heading name is translated. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US). ![Translation considerations example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_considerations.png) ## Translation Consumption and Usage Type Service plan translation consumes your Flex Credits. The following table outlines the details of how Flex Credits are consumed for Real-Time Translations. - If you have the Agentforce for Service or Agentforce 1 license and choose not to turn on Real-Time Translations, Flex Credits aren't consumed for generating service plans in your company's preferred language. - If you have an Einstein for Service license, generating service plans in your company's preferred language doesn't consume additional Data Cloud credits or Einstein requests. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e689">Digital Card Wallet</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e692">Usage Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e695">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36222e698">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Digital Card Wallet" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e689 ">Flex Credits</td> <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e692 ">Translation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e695 ">Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation. </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36222e698 "> <p>Translation usage includes a monthly allocation of 250,000 characters per user for every Agentforce add-on license. This monthly allocation is a single, shared pool across all features that use Real-Time Translations. It isn't a per-feature limit. </p> <p>This limit refreshes monthly, and any unused characters don't roll over to the next month.</p> <p style="margin-bottom:0;">When the 250,000 character limit is exceeded within a month, any further usage automatically draws down Flex Credits.</p> </td> </tr> </tbody> </table> <!-- document id=842601a880a2a0c56d978ac70564624d4e52463fab006859b85e43c8b52cd05a url=/admin/current/en-us/service/264-0-0/console_lex_service_setup_omnichannel.md --> # Guided Setup Flow for Routing Cases with Omni-Channel Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Omni-Channel setup flow is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, Omni-Channel is ready to use in the default Lightning Service Console app. Cases are routed to your support service reps using your shiny new queue and routing configuration. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This setup flow sets up queue-based routing for Omni-Channel, not skills-based routing. You must set up skills-based routing manually. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting **Service Setup**. Service Setup isn't available in orgs created in Spring '26 or later. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Service Setup isn't available in orgs created in Spring '26 or later. Select the tile to launch the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Enabling Omni-Channel - Creating a queue to hold incoming cases until they’re routed to a service rep - Creating a routing configuration and a presence configuration, which work in tandem to control your service reps’ workload and set the priority for work in your queue - Selecting the users who can receive work requests - Setting service rep capacity and the work item size for cases that come in through your new queue ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note We name a few of these objects for you. The presence configuration name is based on what you entered as the name for the group of service reps you created. If you didn’t have a routing configuration already, we gave it the same name as your queue. You can change these names in your Omni-Channel settings in Setup. We turn on several things in the background during the setup flow. Enable Omni-Channel If it isn’t enabled already, we turn on Omni-Channel. Create a Service Channel for Cases Service channels let you choose which objects you want to route in Omni-Channel. We create one for cases to get you started. Create Presence Statuses Presence statuses are what service reps use to go online in Omni-Channel. We create three presence statuses for your service reps to use: Available-Case, On Break, and Busy. The Available-Case status makes the service rep available only to accept cases. Create and Assign a Permission Set with Presence Statuses Assigned to Users To provide service reps access to the presence statuses that we create, we make a permission set that assigns those presence statuses to users selected in the setup flow. The permission set is called Omni Setup Flow (with the developer name Omni\_Setup\_Flow). Add the Omni-Channel Component to Your Console We add the Omni-Channel component to the utility bar of the default Lightning Service Console app. - **[What’s Next?](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel_whats_next.htm&release=264.0.0&type=5)** Learn where you can customize and view what you set up during the Omni-Channel setup flow. #### See Also - [Omni-Channel Component for Lightning Console Apps](https://help.salesforce.com/articleView?id=console_lex_custom_utilities_omnichannel.htm&language=en_US) <!-- document id=c363103b4c3aeb384c41621654f6655890c5f50ec56f73aab9ed2f978af45e6d url=/admin/current/en-us/service/264-0-0/conversation_mining_data_details.md --> # Guidelines and Limits for Einstein Conversation Mining Review the guidelines and limits for Einstein Conversation Mining. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## General Guidelines - Einstein Conversation Mining reports support English, French, German, Italian, and Spanish only. - If generative AI is enabled in your org, other languages are supported such as French, German, Italian, and Spanish. - Einstein Conversation Mining reports only consider data from the last two years. - Einstein Conversation Mining reports leverage generative AI when enabled in your org. - When you create two Einstein Conversation Mining reports with the same filters, you see different results for topics and contact reasons in each report. Our clustering algorithm can result in different cluster results. - To ensure the quality of your reports, verify that the text you analyze is free text such as not auto-generated and filter out irrelevant data in segmentation. For Web-to-Case, select text fields that are free text. ## Report Guidelines - For Email-to-Case reports, only the first email in a thread is used in Einstein Conversation Mining reports. - Email Message records must be associated with a Case (the ParentId field is Case) to be included in Einstein Conversation Mining reports. - For Web-to-Case reports, we don’t support Web-to-Case reports in the Service Intelligence dashboard. - For Enhanced Conversations reports, we don’t support Enhanced Conversations reports in a sandbox. - Voice (Contact Centers) channel types support English only. If you select another language, you won’t see Voice channels listed in the Enhanced Conversations list. - To view the data used to build the contact reason, click the summary name in a topic or **View Details** in Top Recommendations. - To get a CSV file of all contact reasons associated with a topic, click **Download** in Topics. - In the contact reason detail page, click **Download** to get a CSV file of up to 500 excerpts. - For Email-to-Case and Chat conversations, you can learn more about each interaction and click **View Transcript** to view the transcript snippet. For Enhanced Conversations and Web-to-Case conversations, click **View Transcript** to go to the transcript record. For Enhanced Conversation, go to a messaging session or voice call record, and for Web-to-Case conversations, go to a Case record. - You can view the Transcript Record Count, which represents the transcripts (conversations) that were used to generate the report and doesn’t relate to the number of Conversation Reason Excerpts (utterances) that were generated. Conversation Reason Excerpts follow different rules and have more limits to what they capture. Conversation Reason Excerpts capture a limit to a maximum of 500 utterances per conversation reason. When excerpt data is ingested into Data 360 using Ingestion API, Conversation Reason Excerpts capture a limit of 3,000 excerpts per conversation reason. Only 100 max conversation reasons per bot session and 100 per service rep session are stored. ![Transcript Record Count that includes the number 17,621 in a Conversation Mining Report.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/conversation_mining/einstein_conversation_mining_report_transcript_record_count.png) <!-- document id=714595f8d1733b12cff741039949dc1b49c2169cc9a85e88ac2acae4f92c8c19 url=/admin/current/en-us/service/264-0-0/es_enablement_programs_overview.md --> # Guidelines for Assembling Employee Enablement Programs With your content ready to go, bring all the ingredients together in Program Builder. Organize your programs appropriately to help employees have efficient and enjoyable experiences that help them manage their employee life events, such as onboarding and promotions. Write helpful and instructive titles and descriptions for employees who take your programs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Names, Titles, and Descriptions For all the items in your program, write concise, action-oriented titles that present clear goals for employees who take the program. Use the available description fields to clarify expectations and requirements. Avoid lengthy, repetitive text and think about how you can motivate and inform employees while they work. - The Program Name and all title fields allow up to 80 characters, but we recommend 35 characters or fewer to simplify the experience for employees. Consider action-oriented titles. - All description fields allow up to 350 characters, but we recommend that you use only one or two sentences. Summarize how the exercise supports the overall section. ## Experience Cloud Site Select Employee Portal to show the program to employees. ## Allowing Users to Self-Enroll Employees can take programs in two ways. - You can assign employees to programs directly. - Employees can self-enroll in programs that you make available. To allow employees to self-enroll, turn on **Users Can Self-Enroll**. After you save and publish the program, you can share it with specific employees, groups, or roles. Both assigned and self-enrolled programs are included in the prebuilt reports and dashboard. See [Sharing Enablement Programs with Employees for Self-Enrollment](https://help.salesforce.com/s/articleView?id=service.es_sharing_enablement_programs_with_employees_for_self_enrollment.htm&language=en_US). To assign employees to programs directly, no action is needed in Program Builder. After you save and publish the program, you can assign specific employees. ## Day On each exercise, use the Day field to specify the day of the program when that item is due. ## Exercise Types In Program Builder, the type of exercise that you select determines the supported resource format, the content you add, and the icon that employees see when they take the program. See [Exercise Types in Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_programs_exercise_types_reference.htm&release=264.0.0&type=5 "The Program Builder palette includes several types of exercises that determine the content you provide and how employees experience the content when they take the program."). ## Exercise Length When adding content for exercises, remember that employees prefer short bursts of easily consumable content. We recommend that you include only content that employees can complete in 15 minutes or less. To minimize disruptions and clicking for employees, avoid linking to content that just links to other content. ## Exercise Content Make sure the content that you add to exercises recommends only products that are available to your employees. ## Sections in Programs With sections, group exercises into logical, manageable, and trackable chunks of related content. When employees take programs, they can expand or collapse sections. The prebuilt reports and dashboard include progress data by section so you can see how users are doing, section by section. #### See Also - [Managing Digital Experiences Content for Exercises in Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_content.htm&language=en_US) - [Assigning Employees to Employee Enablement Programs Manually](https://help.salesforce.com/s/articleView?id=service.es_assigning_employees_to_employee_enablement_programs_manually.htm&language=en_US) - [Sharing Enablement Programs with Employees for Self-Enrollment](https://help.salesforce.com/s/articleView?id=service.es_sharing_enablement_programs_with_employees_for_self_enrollment.htm&language=en_US) - [Maintaining Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_maintaining_employee_enablement_programs.htm&language=en_US) <!-- document id=47c89fc8bc7acc6ce8d03815730a843f3d53d28ac5e86797fd9575df4ddffaf3 url=/admin/current/en-us/service/264-0-0/customize_leadrules.md --> # Guidelines for Assignment Rules Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d18447e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18447e58 ">To view assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18447e58 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18447e58 ">To create or change assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18447e58 ">Customize Application</td> </tr> </tbody> </table> ## Planning for Assignment Rules To get started with assignment rules, consider these questions. - Analyze how you would like your cases assigned. How do you route cases to the appropriate service rep? Are products or product versions a factor? Define your case assignment hierarchy. - Decide whether cases are assigned to users, queues, or a mixture of both. Do your users choose cases from a pool? Case queues allow queue members to take ownership of the cases within the queue. What queues do you need and which users are assigned to those queues? - Decide what case attributes determine which user gets the case. If you route cases based on their level of support, are you collecting that information when a case is created? To create an assignment rule, from Setup, enter Assignment Rules in the Quick Find box, then select **Lead Assignment Rules** or **Case Assignment Rules**. ## Considerations - Lead assignment rules can assign leads regardless of whether leads are created manually, are generated from Web-to-Lead forms, or are imported using the Data Import Wizard. - Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes. - Organizations typically use one rule for each overall purpose. For example, use one lead assignment rule for importing leads and use a different lead assignment rule for web-generated leads. Or use one case assignment rule for standard use and one case assignment rule for holiday use. For each rule type, only one rule can be in effect at any time. - Your organization can have one case assignment rule active at a time. A case assignment rule can contain up to 3000 rule entries, including 300 formula rule entries, which contain the conditions a case must meet to be assigned to a designated assignee. A case assignee can be a user or a queue. - If your organization has a private [sharing model](https://help.salesforce.com/s/articleView?id=service.cases_customize_shar_model.htm&language=en_US), you can use case queues to give departments or teams access to cases. For example, if you have one support teams for hardware and another for software, create a case queue for each team. Then, give access to the cases in that queue by making each team member a member of the appropriate queue. For example, only the representatives in the software team can view or take ownership of the cases relating to software. Users can also assign cases to queues manually when editing the case. ## Sample Assignment Rule Each rule consists of multiple rule entries that specify exactly how the leads or cases are assigned. For example, your standard case assignment rule can have two entries: cases with “Type equals Gold” are assigned to the “Gold Service” queue, and cases with “Type equals Silver” are assigned to the “Silver Service” queue. This case assignment rule assigns a case to a specific queue based on the account rating: Rule Name — Hot Account Assignment Rule Entries: | Order | Criteria | Assign To | | --- | --- | --- | | 1 | ISPICKVAL(Account.Rating, "Hot") | Tier 1 Support Queue | | 2 | OR( ISPICKVAL(Account.Rating, "Warm") , ISPICKVAL(Account.Rating, "Cold") ) | Tier 2 Support Queue | ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Create an inactive assignment rule designed for routing cases during a holiday shutdown period or special company break. You can quickly set this assignment rule to active temporarily during the holiday period, and switch it back when you’re ready to activate your standard assignment rule. #### See Also - [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&release=264.0.0&type=5 "Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.") - [View and Edit Assignment Rules](https://help.salesforce.com/s/articleView?id=service.editing_assignment_rules.htm&release=264.0.0&type=5 "View and update your assignment rules to meet your business needs.") <!-- document id=9a7bd36bb1557bcb458884abf9dd170fa38f1b820bdf461484f96689bb4ab7ea url=/admin/current/en-us/service/264-0-0/pfs_scheduling_appointments_cpu_timeout.md --> # Guidelines for Avoiding Apex CPU Timeouts in Field Service Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking or Candidates actions. This timeout occurs when too many available candidates or too many scheduling slots are provided for appointment booking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The more scheduling slot options available, the more processing time is required to validate each option according to every work rule in the scheduling policy and to grade each option by each of the objectives in the scheduling policy. When you call an Appointment Booking or Get Candidates action using the Apex API, the custom code before and after the API call can also cause this Apex CPU timeout. We recommend trying to optimize this code and avoid long processing time. To prevent Apex CPU timeouts during Appointment Booking or Get Candidates actions: - Enable Enhanced Scheduling and Optimization at least for the territories that get the Apex CPU timeout exception. Enhanced Scheduling and Optimization calculates the time slots in a service outside the Salesforce org where no CPU timeout limits apply. - Filter out as many candidates as possible using more Database work rules in your scheduling policy. Database rules are applied at the SOQL query clause level. These rules immediately disqualify resources and query only the resources that you need, so performance isn’t impacted. The database work rule types include: - [Match Territory](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_territory&type=5&language=en_US) - [Working Territories](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_working_territories&type=5&language=en_US) - [Maximum Travel from Home](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_max_travel_home&type=5&language=en_US) - [Extended Match](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match&type=5&language=en_US) - Reduce the horizon of the Appointment Booking and Get Candidates operations. You can change the horizon per service appointment by decreasing the gap between the Due Date and the Earliest Start Time, or it can be changed for all your users in Field Service Settings under Scheduling in the General Logic tab. Select the maximum days to get candidates or book an appointment. - For Appointment Booking, reduce the number of time slots in the operating hours used for appointment booking. - Enable async logic for problematic service appointments by selecting **Use Async Logic** on the service appointment, available when you’re not using Enhanced Scheduling and Optimization. Using async logic ensures the Appointment Booking calculation runs in a future job with more CPU time, though the duration to retrieve slots isn’t guaranteed. Future jobs run when the platform decides to do so, such that these jobs can be held in the queue for some time. The slots aren’t returned in the same transaction. The job creates an FSL operation object that helps get the results when you’re using the OOTB FSL actions for Appointments Booking or Get Candidates. If you’re using custom code for these actions, some development can be required to enable you to get the slots when using async logic. - Enable **Limit Apex Operations** in Field Service Settings, available when you’re not using Enhanced Scheduling and Optimization. Limiting Apex operations restricts processing time for the specific scheduling operation, terminating the process when the specified percentage of the timeout limits is reached. The outcome comprises results that have completed processing within the stipulated timeframe. The OOTB UI and API clearly indicate partial processing of results, including the number of service resources completed and the total count of resources involved. <!-- document id=55dbff11514c71daff19bcd6519de9e21f04537e11cce30a5b31f30f7bc172a6 url=/admin/current/en-us/service/264-0-0/pfs_booking_guidelines.md --> # Guidelines for Choosing Between Book Appointment and Get Candidates Appointment Booking and Get Candidates are scheduling actions in Field Service that serve different purposes and different user roles. Choose the right one to maximize operational efficiency, user adoption, and customer satisfaction. ## Appointment Booking The Book Appointment action, and [respective API](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm), are designed for call center reps (on behalf of customers), end customers, or Agentforce agents to schedule service appointments. Book Appointment presents structured Arrival Window time slots during which the service appointment can be expected to _begin_ (not necessarily end), based on your configured Operating Hours record and your chosen scheduling policy. When using the API, these records are passed in directly as parameters. For the action, these are defined settings - see [this article](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&type=5&language=en_US) on how to configure those settings. ## How Appointment Booking Works When you click **Get Appointments** on the Book Appointment quick action or interact with the Appointment Booking API, the Field Service scheduling engine evaluates all time slots behind the scenes—as defined on the Appointment Booking Operating Hours record—and evaluates if there are Service Resources that have availability and the necessary qualifications to perform the work, given the work rules in the scheduling policy used and the work order's Earliest Start Permitted and Due Date range. Time slots that don't have any eligible resources are disregarded. Of the time slots that comply with work rule criteria, each slot is graded based on the weighted service objectives defined in your scheduling policy, and then presented with a grade and overall ranking: - Golden/Ideal—Highest-scoring slots that best satisfy all scheduling objectives - Recommended—Good slots that score fairly high - Satisfactory—Slots that meet minimum requirements but aren't optimal When you select an Arrival Window (for example, 10:00 AM–12:00 PM), the system automatically does two things: - Sets the Arrival Window Start and Arrival Window End as the Arrival Window SLA on the Service Appointment record. Like Earliest Start Permitted and Due Date, this becomes another date/time constraint during scheduling. - Schedules the appointment to the highest-ranking service resource (assuming there's more than one) that can arrive at the appointment location to begin work within the selected Arrival Window (for example, a technician arriving at 10:35 AM, within 10:00 AM–12:00 PM). You don't see or select a specific resource behind the time slot; the engine handles that. To configure the Appointment Booking action, see [Schedule Appointments from the Record Feed](https://f0bdzj2b15z.slack-mcps.com/pfs_booking.html) and [Customize Appointment Booking Settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&type=5&language=en_US). To use the API, see [AppointmentBookingService Class developer documentation.](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm) ## Get Candidates The Get Candidates action (also called the Candidates Chatter action, or "Find Candidates" action in the Scheduling Console) is primarily a dispatcher tool. It surfaces a ranked list of service resource names who are available to perform the job, along with the earliest _exact_ time each candidate could realistically start (based on existing schedule constraints such as travel from the previous job, and so on) and a grade. ## How Get Candidates Works Like Appointment Booking, when you interact with Get Candidates (or "Find Candidates"), the Field Service scheduling engine looks for scheduling options that comply with work rule criteria, and if options are found, grades each option based on the weighted service objectives defined in your scheduling policy. However, there are a few differences: - Get Candidates provides resource names. Appointment Booking doesn't. - Get Candidates doesn't provide Arrival Window time slots like Appointment Booking. Instead, it returns exact times that the resource could begin work or arrive. - Get Candidates doesn't automatically set an Arrival Window SLA on the Service Appointment record the way Book Appointment does. To configure the Get Candidates action, see [Schedule Appointments from the Record Feed](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5 "In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record."). To use the API, see [GradeSlotsService Class developer documentation.](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_GradeSlotsService.htm) ## Choose the Right Scheduling Action A core challenge for any Field Service organization is balancing customer satisfaction with operational efficiency. From a customer satisfaction perspective, the more specific you can be—in terms of who shows up and exactly when—the better. From an operational efficiency perspective however, the more flexibility you have in your service commitments the better you'll be able to adapt to changes in an operationally efficient way as the day unfolds. | Scenario | Recommended Action | Why | | --- | --- | --- | | Large-scale operation, call center rep persona, or customer self-service | Appointment Booking | Call center reps and end-customers need to find a time that works for the customer's schedule — not evaluate which technician is the best fit. Most reps and customers don't know service resources by name, nor should they. Appointment Booking offers a flexible commitment to perform service without risking over-commitment. | | High-complexity or high-touch service, dispatcher persona | Get Candidates | While Appointment Booking considers work rules and service objectives when providing scheduling options, some resource selection decisions come down to human judgment. Dispatchers know their team personally. They may know who has history with a specific customer, or who is the right fit for a particular issue, even when multiple resources are technically eligible. In those cases, Get Candidates is often the better option, giving dispatchers the visibility and control to make that call themselves. | ## User Education and Customer Communication An important factor to ensure user adoption of these tools and end customer satisfaction is expectation setting. When using these services, ensure that service reps and dispatchers understand how the system works so that they communicate clearly, accurately, and consistently with customers. For example, when using Appointment Booking, frame the Arrival Window as exactly that - not a service window. Service reps shouldn't tell customers "your technician will show up and complete service from 10:00 AM to 12:00 PM.", which isn't necessarily accurate. The correct framing is: "your technician will arrive between 10:00 AM and 12:00 PM to begin service." The job can be completed within that window or extend beyond it, depending on duration of the work. <!-- document id=664f2213050afe9bef5c3ced3c7e08263ac3bfb8ebe607f28731073c25083d16 url=/admin/current/en-us/service/264-0-0/fs_products_consumed.md --> # Guidelines for Consuming Inventory When inventory is consumed as part of a work order, logging the consumption kicks off several behind-the-scenes changes. Learn how product consumption fits into your field service operation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Track Product Consumption When a mobile worker uses a product during a field visit, they can create a product consumed record from the Products Consumed related list on the related work order or work order line item. For example, a work order can have one product consumed record representing the consumption of 10 bolts, and another representing the consumption of two batteries. Products consumed are typically associated with a _product item_ that represents where the item was stored before use. ## Why to Track Product Consumption Track product consumption so you know when and why items from your inventory are used and when your stock is running low. When you create a product consumed record on a work order or work order line item, the quantity listed on the related product item updates to reflect the consumption. For example, suppose you have a product item representing the bolts stored in your service van. You use 10 bolts to complete a work order, so you create a product consumed record on the work order to track the consumed bolts. Creating the product consumed reduces the quantity of the product item representing bolts in your van by 10. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you want to track product consumption but don’t need to track the movement of inventory between locations, you can skip creating locations and product items. Instead, complete the Price Book Entry field on product consumed records to indicate which product was consumed. However, this approach offers a limited view of your inventory. ## Viewing Updates to Product Consumed Records Product item transactions are auto-generated records that summarize changes made to product items in your org. They appear in the Product Item Transactions related list on related records. Most actions on products consumed create a product item transaction. - **Creating a product consumed:** A product item transaction is created on the product item with a type of Consumed and a negative quantity equal to the quantity consumed. Because access to product item transactions is determined by product item access, you need permission to view product items before you can create products consumed. - **Changing the quantity on a product consumed**: You may need to change the quantity on a product consumed to indicate that fewer or more items were consumed. In this case, a product item transaction is created with a type of Adjusted and a negative quantity equal to the additional quantity consumed. For example, if a mobile worker updates a product consumed to indicate that two more bolts were used, the new product item transaction’s quantity would be –2. - **Deleting a product consumed**: Deleting a product consumed is considered an adjustment. A product item transaction of type Adjusted is created with a positive quantity equal to the quantity consumed. #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=1af300207c62bd24fd4ab042508bc2575fbecda673337fade067874d849288f0 url=/admin/current/en-us/service/264-0-0/wfs_policies_guidelines.md --> # Guidelines for Creating a Workforce Scheduling Policy A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> When you add a rule or a service objective to a scheduling policy, you must select the Scheduling Method that it applies to. ## Start With Work Rules Work rules narrow the pool of eligible resources. Fewer candidates means faster scheduling and better focus on the resources that can do the work. - Add the Service Resource Availability work rule. Every policy needs it to respect operating hours, breaks, existing appointments, and absences. - Add the Match Time work rule with entries for Earliest Start Permitted and Due Date. Both entries are required in every policy. - Add Match Skills and Match Working Territories rules to reflect your workforce structure and skill requirements. ## Choose Service Objectives That Reflect Your Priorities Service objectives grade the remaining candidates. Pick the objectives that map to how your business measures a good schedule. - Common combinations include Minimize Travel plus ASAP for productivity and cost reduction, Preferred Resource plus Minimize Travel for customer-first scheduling, and Resource Priority plus Skill Level for tiered workforces. See the [Default Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage_default.htm&release=264.0.0&type=5 "Workforce Scheduling includes scheduling policies available by default that cover common scenarios. For field only scheduling, this includes reducing cost by minimizing travel and overtime, scheduling appointments as soon as possible, scheduling to preferred resources, and balancing scheduling so that results are sufficient across all competing preferences. For on-site only scheduling, this includes workload balancing. If you have both field and on-site scheduling enabled, all these default policies are available."). - Fewer objectives are usually better. Each objective you add competes with the others for influence over a candidate’s grade — more objectives create more competition and more trade-offs, which dilutes each objective’s effect. Two to four objectives give the engine clear direction. - If you don’t need graded scheduling, leave service objectives off the policy. Workforce Scheduling then returns the first eligible candidate without grading all options, which speeds up scheduling when you’re using the flow (Schedule New Appointment or Select Time Slot). ## Weight Objectives to Reflect Relative Importance Weights tell the scheduling engine how much each objective matters relative to the others in the same policy — but they aren’t a simple “higher weight means more important” dial. Each objective measures something different, so the scheduling engine applies a penalty formula per objective that converts each candidate slot’s raw measurement into a comparable penalty. The weight is then applied to that penalty, so weights can be compared across objectives — a higher weight increases how much that objective’s penalty contributes to the slot’s total grade. What each objective measures: - Minimize Travel: travel minutes. - Minimize Overtime: overtime minutes. - ASAP: customer wait time. - Same Site: whether the appointment reuses a location already on the resource’s schedule. - Preferred Resource: whether the assigned resource matches the one specified on the appointment. The ratio between weights is what matters, not the absolute number — weights of 100/50/25 behave the same as 4/2/1. A higher weight does increase an objective’s influence, but only after the per-objective penalty formula has run: doubling the weight on Minimize Travel roughly doubles how much travel differences move the grade, relative to other objectives at their current weights. The default Cost Optimized policy is a good example. Its default weights are Minimize Overtime at 360, Minimize Travel at 300, ASAP at 100, Same Site at 80, and Preferred Resource at 30. Reading the weights alone suggests Minimize Overtime will always dominate scheduling decisions — but it doesn’t, because what actually contributes to a slot’s grade is the weight multiplied by that slot’s penalty on that objective. A slot may add 20 minutes of travel and just 1 minute of overtime, in which case the travel term (300 × the penalty for 20 travel minutes) easily outweighs the overtime term (360 × the penalty for 1 overtime minute) even though overtime has the higher weight. The weights say “per unit of penalty, avoiding overtime matters slightly more than avoiding travel” — they don’t say “overtime always wins.” This is why the same policy can favor different resources for different appointments: the weights are constant, but which objective ends up dominating depends on how much of each is at stake in the slots being compared. ## Validate Before Rolling Out Simulate the policy on production-like data before you make it your org’s default. 1. Copy the policy to a sandbox with a recent data refresh. 2. Choose two or three service territories that represent different parts of your business. 3. Unschedule the test appointments and run scheduling or global optimization with the new policy. 4. Compare the results (runtime, appointments scheduled, utilization, travel time) against a baseline run of your current policy. 5. Roll the tuned policy out to one territory in production before you apply it broadly. ## What to Avoid - Building a policy from scratch when a default policy is close to your needs. Copy the closest default and adjust. - Editing the default policies directly. Make copies so you keep an unmodified reference version. - Skipping simulation. Small weight changes often have larger schedule effects than you expect. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.") <!-- document id=5c376fca97f0f0f87f9d882acf802367044ca195b7994a306cdf99a0e7163567 url=/admin/current/en-us/service/264-0-0/sp_actions_guidelines.md --> # Guidelines for Creating Actions Follow these guidelines to write effective action descriptions and to set up Service Assistant action inputs and outputs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Effective Action Descriptions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5) - [Action Inputs and Outputs](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5) - [Action Confirmation](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5) ## Effective Action Descriptions Action descriptions in Service Assistant follow the general Agentforce guidelines. Clear, specific descriptions make it easier for Service Assistant to match the information found in record data, subagent instructions, and knowledge articles to the right action. An action description is a concise, natural-language statement of what the action does and when to use it. It can describe the action's goal or task, relevant use cases, and the Salesforce objects or records it uses or modifies. The more specific and concise the description, the more accurately Service Assistant can differentiate between actions and add the right one. Here are examples of action descriptions and why they work well with Service Assistant. | Action Description | Detail | | --- | --- | | "Sends a product return label to the customer by email. Use this action after the return is approved and the order record is verified." | The description names the specific task (send a return label), the channel (by email), and the conditions for use (after the return is approved and the order is verified). Because the conditions are explicit, Service Assistant matches the action to the right step and doesn't surface it before the return is approved. | | "Summarizes the case and all assistance provided during the session. Use this action to close out the interaction and send a wrap-up email to the customer." | The description states both the goal (summarize the case and assistance) and when to use it (to close out the interaction). The wrap-up language maps to an end-of-plan step, so Service Assistant surfaces the action when the case is ready to be closed. | | "Issues a refund to the customer's original payment method. Use this action after a billing error is confirmed and the refund amount is approved." | The description names the record it modifies (a refund to the original payment method) and the approvals that must come first. The preconditions keep Service Assistant from matching the action until the confirming and approval steps are complete. | Service Assistant decides which actions to include in a plan based on how well your action descriptions match the context in the record details and grounding sources. Write descriptions that reflect how the task is described in your grounding source, including its order and intent. How you phrase a description depends on whether it needs to match a subagent instruction or a knowledge article. Subagent instructions are explicit and direct. When an instruction identifies an action as a required step, mirror its language in the action description. | Element | Example | | --- | --- | | Subagent instruction | Always retrieve the customer's contact record as the first step before taking any other action. | | Action description | "Retrieves the customer's contact record and account details from Salesforce by name. Use this action as the first step when a service rep needs to verify a customer's identity." | Knowledge articles cover broader scenarios rather than specific steps. Service Assistant retrieves article content based on the record context and references that information when generating the plan. Focus your action descriptions on the scenario and conditions described in the article, such as the customer situation or the resolution process, so that the right action is recognized when a relevant article is retrieved. | Element | Example | | --- | --- | | Knowledge article | An article about resolving billing disputes | | Action name | Get Billing History | | Action description | "Retrieves the customer's billing history and recent transactions. Use this action when a service rep is investigating a billing discrepancy or disputed charge." | ## Action Inputs and Outputs What Service Assistant shows in the agent response after an action runs is controlled by the output field configuration in the action itself, not by your subagent instructions. Keep subagent instructions focused on when to invoke the action and what to do next. Use the action's input and output fields to control what data is collected and how results are presented. **Input fields** For input fields that require the service rep to provide information, turn on Collect data from user. This setting shows an entry field in the conversation for the service rep to fill in. If it's turned off, the entry field doesn't appear in the plan step even if Require input is selected. Turn on Require input on any field that's required before the action runs. Use the Instructions field to describe what the input is and where it comes from. For example: "The full name of the contact as it appears in Salesforce. Used to look up the contact and retrieve their information." You can also assign context variables to action inputs. Context variables provide Service Assistant with information about the current session, such as the ID of the record on the service rep's screen, without the service rep having to provide it manually. You can also use it so the action can perform work on behalf of that specific customer, such as looking up order history or updating related records. See Grounding with Context Variables. **Output fields** For each output field, turn on Show in conversation to include it in the agent's response. If this setting is turned off, Service Assistant doesn't add the field even if the action returns data for it. Without it turned on, Service Assistant moves on to the next step. Use the Instructions field to describe what the output contains and how Service Assistant should present it. Be specific. Service Assistant uses this to determine how to incorporate the result into the step. Focus on describing the data itself. For example: - "The name of the product order retrieved from Salesforce, such as PO-245. Used to confirm which record was found." - "A summary of the customer's recent tasks and events logged in Salesforce. Present this to the service rep in full." Actions executed in service plans are automatically saved into the plan history. When a service service rep asks for a summary of completed tasks, Service Assistant can draw on that history to describe what was done. Keep in mind that action output data isn't used to inform the grounding context for subsequent steps. ## Action Confirmation By default, Service Assistant can exectue a matched action automatically without waiting for the service rep. For any action that requires human confirmation before it runs, such as closing a case, issuing a refund, or updating a customer record, eanble Require User Confirmation on the action. When enabled, Service Assistant surfaces the action in the plan step and waits for the service rep to confirm before the action runs. If you leave Require User Confirmation turned off, Service Assistant can run the action automatically as soon as it matches a plan step, without the service rep's review. <!-- document id=62f9869c99048ebbf39c05f7f87d8d7be87a1e30596b680cebee7ab00bf6476c url=/admin/current/en-us/service/264-0-0/fs_oh_considerations.md --> # Guidelines for Creating Operating Hours for Field Service Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e74">When operating hours are associated with...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e77">They represent...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175516e80">How to configure</th> </tr> </thead> <tbody> <tr class=""> <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Accounts</td> <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The customer's availability for service appointments. For example, availability can be an account's normal business hours if service appointments must occur during business hours.</td> <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 "> <p>Update the Operating Hours field on an account with an operating hours record that has time slots aligned with when the customer is available for service at their location.</p> <p style="margin-bottom:0;">The Operating Hours record is automatically transferred to the Visiting Hours field on the Work Order when a Work Order is created. This information is considered when scheduling an appointment associated with that Work Order if there is a Service Appointment Visiting Hours work rule configured in the scheduling policy.</p> </td> </tr> <tr class=""> <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Service territories</td> <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The default working hours for the service territory members, unless different hours are specified on a service territory member record.</td> <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">Select operating hours when creating a service territory in Guided Setup. Or, update the Operating Hours field on the service territory record.</td> </tr> <tr class=""> <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Service territory members</td> <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 "> <p>The hours when the member (a service resource) is available to work if these hours differ from the service territory operating hours.</p> <p style="margin-bottom:0;">If the member's availability is the same as the service territory, it’s a best practice not to define separate operating hours for the service territory member. In this case, the service territory's operating hours govern the resource's availability.</p> </td> <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 ">Update the Operating Hours field on a service territory member record.</td> </tr> <tr class=""> <td data-label="When operating hours are associated with..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e74 ">Appointment booking</td> <td data-label="They represent..." class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e77 ">The appointment booking arrival windows offered to customers during scheduling.</td> <td data-label="How to configure" class="slds-cell-wrap" style="vertical-align:top;" headers="d175516e80 "> <p>Select your default operating hours for appointment booking in the <strong><span>Customize Appointment Booking</span></strong> step in Guided Setup. Or, from the App Launcher, find and open the <strong class="uicontrol">Field Service Admin</strong> app, and then click <span class="menucascade"><strong class="uicontrol">Field Service Settings</strong> | <strong class="uicontrol">Global Actions</strong> | <strong class="uicontrol">Appointment Booking</strong></span>. Then, update the Default Operating Hours field. </p> <p style="margin-bottom:0;">The Timezone field on the operating hours record, used for appointment booking slots, isn’t considered during scheduling. Instead, the appointment time slots are assumed to be in the service territory’s time zone. You're not required to create multiple appointment booking operating hours windows for each time zone where service is offered.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If different appointment booking windows are needed for different level of service, add entitlements to your work orders. For example, standard customers get 4-hour booking windows while VIP customers get 2-hour windows. In the Operating Hours field on the entitlement, select the appropriate appointment booking window operating hours. #### See Also - [Create Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_create.htm&release=264.0.0&type=5 "Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction.") - [Operating Hours Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_fields.htm&release=264.0.0&type=5 "Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Time Zones and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_time_zones.htm&release=264.0.0&type=5 "In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone.") - [Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours.") - [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.") <!-- document id=9f55704d07fdc5fbb4b992203ddb9862fc679bb9aa3952eb7e723c92959bb4a5 url=/admin/current/en-us/service/264-0-0/sp_qa_gbp.md --> # Guidelines for Creating Quick Actions Review our recommendations for setting up your quick actions in Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). To create effective quick actions, follow two guidelines focused on specificity. - Provide descriptive and specific names that reflect the action’s purpose, like “Refund Eligibility Notification”. - Provide well-defined instructions that define the action and specify conditions, outcomes, or requirements. A well-defined, specific quick action can be written in two effective formats: a condensed, single-sentence style or a detailed, three-part structure that defines the action, its goal, and any conditions or requirements for the action. There’s no one-size fits-all approach.‌ Which format you select depends on the complexity of the workflow you’re defining in the quick action. Both formats are valid and serve as recommendations. What matters is that the instruction is clear and specific. Here are example quick action instructions that illustrate the guidelines and the ways to format instructions. The second example shows both suggested formats for writing quick action instructions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d32533e85">Example</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d32533e88">How The Example works FOr Service Assistant</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d32533e85 "> <p>Name: Update Order Status</p> <p style="margin-bottom:0;">Instruction: Updates the order status field on an order record. This can be used to change the status from New to Pending, Pending to Shipped, or other statuses as needed during the order life cycle.</p> </td> <td data-label="How The Example works FOr Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d32533e88 "> <p>This example is less effective for Service Assistant.</p> <p>The instruction is generic and doesn’t relate to a specific business use case or particular workflow for the order update. </p> <p style="margin-bottom:0;">While a quick action in this format still has clear information and can still be used, it doesn’t always show in plan steps as often as one that’s more specific. Providing more context that’s tied to a specific business use case helps Service Assistant determine when the action is the right one to show in a plan step. </p> </td> </tr> <tr class=""> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d32533e85 "> <p>Name: Mark Order As Shipped</p> <p>Instruction (condensed): Updates an order's status to Shipped and add the tracking number to the order record when an order has been successfully packaged and dispatched for delivery.</p> <p style="margin-bottom:0;">Instruction (detailed): Updates the 'Status' field on the order record to a specified value. This action is intended for use after an order is fulfilled and the package is dispatched with a carrier. Once executed, the order's status is changed to Shipped, and the carrier's tracking number is added to the order record.</p> </td> <td data-label="How The Example works FOr Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d32533e88 "> <p>This example is more effective for Service Assistant. </p> <p>The names and descriptions are tailored to a particular business process (order shipped) and workflow of the use case (confirming fulfillment and shipping status).</p> <p style="margin-bottom:0;">The descriptive name reflects a clear purpose. The instruction then serves to define a general course of action, what it seeks to accomplish, and the exact conditions that trigger its use.</p> </td> </tr> </tbody> </table> ## Examining An Effective Quick Action Let’s break down the second example further ‌into key best practices and details. These are what make ‌quick actions effective for Service Assistant. | Best practice | Details | | --- | --- | | It has a clear and specific name. | The name immediately states the exact use case, providing far more context than a generic name. The more specific the name, the better context Service Assistant has about the action's purpose. | | It has a well-defined instruction | Both the condensed and detailed instructions outline the key details and goals of the quick action. | **Conditional Format Breakdown** The condensed format combines the conditions and the action into a single conditional sentence, much like subagent instructions. - It defines a general action: _“Updates the order's status to Shipped...”_ - It states a specific requirement of the action: _“... add the tracking number to the order record...."_ - It sets specific conditions that must be met: _“...when an order has been successfully packaged and dispatched for delivery.”_ **Detailed Format Breakdown** The detailed format breaks the instruction’s logic down into three distinct parts for maximum clarity. - It defines a general action: _“Updates the Status field on the order record to a specified value.”_ - It sets conditions for the general action: _“This action is intended for use after an order's items have been fulfilled and the package has been dispatched with a carrier for delivery.”_ - It states a requirement of the action: _“Once executed, the order's status is changed to 'Shipped', and the carrier tracking number is added to the corresponding field on the order record.”_ In both structures, a broad, general action (update the order’s status) is defined. This is important to include because it defines the general task of the action. But, it wouldn’t be as effective as a name or standalone instruction. This is where stating the conditions and any requirements for the quick action help Service Assistant determine when to add it to a plan step. ## Main Take Away for Quick Action Instructions An effective quick action combines a specific name that states its purpose with a well-defined instruction detailing its goals, conditions, and any requirements. This level of specificity is what provides the necessary context for the Service Assistant to add the right quick action to the right plan step. While a generic action can still be used, providing more context that's tied to a specific business use case helps Service Assistant determine when the action is the right one to surface in a plan step. <!-- document id=889b133ddcaf64990bf2a3ec4776b03ed816f6a679f22002fdb149c89fbd70e3 url=/admin/current/en-us/service/264-0-0/fs_appointment_guidelines.md --> # Guidelines for Creating Service Appointments for Field Service A service appointment tracks field service work to be performed for a customer, and is typically associated with a work order or work order line item. Learn how to create and manage service appointments. A service appointment represents a visit with a timeframe for a specific type of work at a designated location. The service appointment is typically associated with a work order or work order line item, representing the broader job. Learn how to create and manage service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> View Service Appointments View service appointments in the following places: - Service Appointments tab - Service Appointments related list on work orders, work order line items, or service resources - Classic Dispatch Console Create Service Appointments You can create service Appointments in several ways. We recommend creating service appointments by first [creating a work order](https://help.salesforce.com/s/articleView?id=service.fs_create_wo.htm&type=5&language=en_US) with an associated [work type](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&type=5&language=en_US) and then creating and scheduling the appointment by using [Get Candidates or Book Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US) on the Work Order page layout, or by associating a Work Type to the Work Order with Auto-Create Service Appointment selected. Use Cases <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d98709e108">I WANT TO…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d98709e110">HOW DO I DO THIS?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d98709e112">PERSONA</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e108 ">Manually create service appointments, for example, create and schedule a visit for a customer directly from an inbound phone call.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e110 "> <p><a href="https://help.salesforce.com/s/articleView?id=service.fs_create_wo.htm&type=5&language=en_US" target="_blank">Create a Work Order record</a> representing the job to be performed for the customer. Associate this record with a <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&type=5&language=en_US" target="_blank">Work Type</a> and select Auto-Create Service Appointment to create a child service appointment when a work order or work order line item is created from the work type. </p> <p style="margin-bottom:0;">You can then use <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Get Candidates or Book Appointments</a> Visualforce actions available on the Work Order page layout to schedule the appointment.</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e112 "> <ul> <li>Call center rep</li> <li>Dispatcher </li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e108 ">Create bulk Service Appointment records, for example, create unscheduled maintenance work.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e110 "> <p>Use <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_maintenance.htm&type=5&language=en_US" target="_blank">maintenance plans</a> to create service appointments based on given intervals and criteria.</p> <p style="margin-bottom:0;">You can then use <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">mass (bulk) schedule </a>or <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">optimization</a> to schedule the service appointments.</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e112 "> <ul> <li>Admin</li> <li>Dispatcher</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e108 ">Create pre-planned work, for example, work coming from an external system that needs to be scheduled.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e110 "> <p>Use Data Loader to import records.</p> <p>Create service appointments using an Apex class that an external system can call through a web service so that service appointments can be created through integration.</p> <p style="margin-bottom:0;">You can then use <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">mass (bulk) schedule </a>or <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">optimization</a> to schedule the service appointments. Or use <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Get Candidates or Book Appointments</a> Visualforce actions available on the Work Order page layout to schedule each appointment individually.</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e112 "> <ul> <li>Admin</li> <li>Dispatcher</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e108 ">Create Service Appointment records based on a certain scenario or required criteria.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e110 ">Use automation tools, such as Flow, or programmatic processes such as an Apex trigger and Apex class to create records based on your business logic.</td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d98709e112 "> <ul> <li>Admin</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note On the Service Appointments related list on a service resource record, you can’t create appointments, but you can assign the resource to existing appointments. Delete Service Appointments If an appointment is canceled, you can delete the appointment or change its status to Canceled. Deleting a parent record, like a work order, deletes its child service appointments. Associate Service Appointments with Other Records Service appointments always have a parent record, which can be a work order, work order line item, opportunity, account, or asset. The parent record tells you about the nature of the service appointment: - Service appointments associated with work orders and work order line items offer a more detailed view of the work being performed. In addition, this association enables you to use more of the Field Service provided scheduling logic, such as skill requirements, resource preferences, and other entities that are available only when a work order or work order line item is used. We recommend you use the work order or work order line item as the parent record for a service appointment. If necessary, associate assets and accounts to the work order or work order line item through related fields and lists, instead of making assets and accounts the service appointment parent record. While work orders and work order line items let you enter general information about a task, service appointments track scheduling and ownership. If you select Auto-Create Service Appointment on a work type, a child service appointment is added to all work orders or work order line items that use the work type. In scheduling and optimization, service appointments are scheduled according to your settings. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=7b7053ce7948e91c969f8c4e7ef09fead9b593d71eba15a6b470e8cd80128d87 url=/admin/current/en-us/service/264-0-0/fs_resource_guidelines.md --> # Guidelines for Creating Service Resources for Field Service Learn how to view, create, and manage service resources to keep your field service operation running smoothly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## View Service Resources View service resources on the Create Service Resources page in Guided Setup or the Service Resources tab. In addition: - Resources that are assigned to a service appointment appear in the Assigned Resources related list on the appointment detail page. - Resources that belong to a service territory appear in the Service Territory Members related list on the territory detail page. - Resources that belong to a service crew appear in the Service Crew Members related list on the service crew detail page. ## Create Service Resources [Create service resources](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US) from the Create Service Resources page in Guided Setup or the Service Resources tab. Service resources can represent users _or_ groups of users (known as service crews). When creating service resources, follow these guidelines: - To create a service resource that represents a user, select the user in the User lookup field and select a Resource Type of Technician. - To create a service resource that represents a service crew, select the crew in the Service Crew field and select a Resource Type of Crew. Service resources that are crews can’t be activated unless the crew has at least one active member. ## Assign Service Resources to Service Appointments Manually assign a resource to a service appointment by scheduling an appointment to the service resource in the Classic Dispatch Console or by using automated scheduling mechanisms. When you assign a service appointment to a crew, Managed Package allocates crew members to the appointment at relevant events during the appointment’s workflow. See [Manage Field Service Crew Membership.](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&type=5&language=en_US) We recommend manually creating only one Assigned Resource record per service appointment. ## Deactivate Service Resources For tracking purposes, resources can only be deactivated, not deleted. To deactivate a user, deselect **Active** on their detail page. Service resources that belong to service crews can’t be deactivated. If you deactivate a service resource, make sure to update records that were associated with that resource. For example, if a deactivated service resource was a required resource for an account, update that account to prevent scheduling issues. Deactivating a user deactivates the related service resource. You can’t create a service resource that is linked to an inactive user. Reactivating a user doesn’t reactivate the related service resource. If you reactivate a user, you must reassign the user permissions to activate that service resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note After a user account is deactivated, the user is no longer visible on the Gantt. Let’s say a user just left your company. To enable the dispatcher to work on the user’s service appointments and prevent the user from logging in to your organization, freeze the user account before deactivating the user. Keep in mind that even though the user account is frozen, the service appointment can be assigned to a service resource related to the user. ## View Service Resource Schedules The Service Appointments related list shows all appointments that a resource is assigned to, while the Absences related list shows define periods of time when the resource is unavailable to work. The Service Resource Availability work rule type ensures that resources aren’t assigned to appointments when they’re absent. Otherwise, resources can be manually assigned to appointments that conflict with their absences. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Create a trigger that sends an approval request to a supervisor when a resource creates an absence. #### See Also - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.") - [Freeze or Unfreeze User Accounts](https://help.salesforce.com/s/articleView?id=platform.users_freeze.htm&type=5&language=en_US) <!-- document id=c30cbc03affb3d7ea167cba2db63d030afd8a907698c8d2d0df3a48d89b8bda2 url=/admin/current/en-us/service/264-0-0/fs_territory_guidelines.md --> # Guidelines for Creating Service Territories for Field Service Learn how to use service territories to track where your field service team works and to organize your field workforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Why Territories Are Important The way in which Service Territories are created - what they represent, whether a geography, line of business, or both, and which and how many Service Resources they include - impact several areas of Field Service. Service Territories dictate how Service Resources are viewed within the Dispatch Console, scheduling processes, dispatching processes, optimization processes, and more. ## Creating Service Territories Use the Guided Setup or the Service Territories tab to create service territories representing geographic or functional areas, such as cities or lines of business. Service territories can be associated with other territories as part of a hierarchy, which is helpful for grouping purposes. Service territory hierarchies can contain up to 10,000 territories. For example, a utility company can have Gas and Electric functional territories, with geographic child territories such as Gas - Northern CA. Not all service territories in the hierarchy require service resources. For example, some territories serve only as a form of grouping child territories, and resources are members of the lower-level territories only. For example, Gas - Northern, CA can have resources within it, but the Gas parent territory doesn’t. For lower-level service territories that include service resources, you must add an address on the service territory record. The address represents the general location of the service territory and where resources are leaving from and returning to at the start and end of their work day. This address is the home base, used for travel calculation at the start and end of the service resource's day. The home base can be, for example, a depot. If a resource leaves from a different location, such as their home, that address can be defined on their Service Territory member record and used instead of the address on the service territory when scheduling for that particular service resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If your company provides service across multiple time zones, ensure that territories created don’t encompass geographies that span multiple time zone. For example, Kentucky includes multiple time zones. Instead, create separate territories such as Eastern Kentucky and Western Kentucky. Associate each territory with map polygon KML records that define geographical boundaries aligning with the time zone line. This practice is critical to ensure that when you’re scheduling work, the scheduled times are always set and communicated in the local time zone of both the customer and the technicians. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Most Field Service customers adopt a private org-wide default sharing model for service territories, service resources, and service appointments. This approach ensures that record access is granted on a need-to-know basis. Salesforce Field Service offers out-of-the-box sharing capabilities that facilitate appropriate access when a private sharing model is in place. Specifically, service resources and service appointments associated with a service territory are shared with dispatchers responsible for managing that service territory. This sharing functionality is achieved through the use of public groups, User Territory records, and the user territory scheduled job. See [Limit Access to Field Service Records](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&type=5&language=en_US) If your primary and secondary service territories have the same operating hours, you don’t need to apply the operating hours to both territories. It’s sufficient to set only the primary service territory operating hours and leave the secondary service territory Operating Hours field empty. ## Determining Territory Size The size of your service territories has a significant impact on scheduling, optimization, and dispatching. If a service territory is too large and many service resources and dispatchers are assigned to it, optimization and dispatching become cumbersome. Try to stay within these suggested limits when designing your service territories: - Up to 50 service resources per service territory - Up to 1,000 service appointments per day per service territory - Up to 20 qualified service resources per service appointment ## Creating Service Territory Members Service territory members are service resources who work within the territory. Associating them with a territory ensures that they’re assigned to appointments near their home base. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service territory members must have their home base location geocoded so that the scheduling engine knows the resource’s start and end points. Assign service resources to service territories in the Service Territories related list on the resource detail page or the Service Territory Members related list on the territory detail page. Use the Type field to indicate whether the territory is a primary, secondary, or relocation territory for the resource. Scheduling and optimization is supported only for service territories with at least one primary service territory member. - The primary territory is typically the territory where the resource works most often—for instance, near their home base. Resources can have only one primary territory. If a Match Territory work rule is included in the applied scheduling policy, the resource can be assigned only to appointments in their primary or relocation territories. - Secondary territories are territories where the resource can be assigned to appointments if needed. A resource can have more than one secondary territory. - Relocation territories represent temporary moves and, during their active dates, serve as the primary territory during scheduling. If a Working Territories work rule is included in the applied scheduling policy, the resource can also be assigned to appointments in their secondary territories. If you’re using Enhanced Scheduling and Optimization, secondary territories remain valid during relocations. If the scheduling policy includes a Maximum Travel from Home work rule, and the secondary territory is further away than the defined travel limit, the resource isn’t considered for appointments in that territory. However, the resource can still do remote work with not travel in ‌the secondary territory, if the appointment is marked as offsite. - If you aren’t using Enhanced Scheduling and Optimization, secondary territory memberships must be identical to, or contained within, the primary territory membership for a particular time and resource. If the secondary territory memberships aren't fully covered by a primary territory membership, availability applies only to the overlapping period. ## Setting Membership Start and End Times Follow these best practices to avoid issues during scheduling and optimization. - Service territory memberships should be 24 hours or longer. - Service territory memberships should start and end at the same hour, and shouldn’t fall inside the working hours (shift or time slot). This way, there’s no question about the resource’s availability on their first day as a member of the territory. For simplicity, we recommend using midnight (00:00). For example: - Start Date: 1/12/2019 00:00 - End Date: 3/12/2019 00:00 ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We recommend using 00:00 because it aligns with Field Service’s default Start of Day, which is 00:00. However, you can set a custom Start of Day on Service Resource Availability work rules if the default doesn’t make sense—for example, if your team typically works night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click **Field Service Settings** | **Scheduling** and select **Set the hour that starts a new day based on the Availability rule(s)**. If the applied scheduling policy uses a custom Start of Day, set your service territory memberships to start and end at that time rather than at midnight. - During scheduling and optimization, Field Service uses the service territory member’s own time zone—set on the user record—to interpret the territory membership start and end times. If the user’s time zone differs from the service territory’s time zone, adjust the membership start and end time accordingly. For example, if the user’s time zone is 3 hours behind the service territory’s time zone, set the territory membership start time to 3:00 rather than 00:00. - If you're using optimization, service territory memberships can't be longer than three years. If you need a service territory membership to be longer than three years, keep the End Date fields blank. ## Deleting Service Territories You can’t delete a service territory with service appointments. If you try to delete it, you’re prompted to assign the appointments to a different territory. If you delete a service territory with members, the service resources who were members no longer have a connection to the territory. ## Deleting Service Territory Memberships Service resources without a primary service territory membership aren’t considered in scheduling or optimization and their associated service appointments aren’t automatically unscheduled or reassigned. When deleting a primary service territory membership, you need to unschedule future service appointments for the service resources that no longer have a primary service territory membership to ensure these service appointments can be reassigned to a different resource with a valid primary service territory membership. ## Adding Locations to Service Territories Associate location records with service territories from the Service Territory Locations related list. Add site, plant, and warehouse locations to the service territory in which they’re located. Add mobile locations, like vans, to the service territories where they can be used for field service work. #### See Also - [Service Territory Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_fields.htm&release=264.0.0&type=5 "Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings.") <!-- document id=c5b154cd74223bd8cccea9df528aa24539e15ee4c7f10fd8749b8d85a4827aee url=/admin/current/en-us/service/264-0-0/customizesupport_holidays_guidelines.md --> # Guidelines for Creating Support Holidays Holidays let you specify the dates and times your customer support team is unavailable. There are a few guidelines to keep in mind as you set up and work with holidays. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - You can associate up to 1000 holidays with each set of business hours. - In Business Hours setup, you can use Create New Holiday to define a custom holiday. After you save the custom holiday, the Holidays page is displayed in the Salesforce Classic layout. When you close the page, you will return to the Salesforce Lightning interface. - Holidays automatically acquire the time zone of the business hours with which they are associated. For example if you associate a holiday to business hours that are in Pacific Standard Time, the holiday will take effect for those business hours in Pacific Standard Time - You can only add business hours marked as Active to holidays. - Holiday names don’t need to be unique. For example, you could create multiple holidays named New Year's Day. - Currently, report results do _not_ take holidays into account. - If you schedule a holiday to recur on a specific day of every month, the holiday will only recur on months that have that specific day. For example, if you schedule a holiday on the 31st day of every month, then the holiday will only recur on months that have 31 days. If you want a holiday to recur on the last day of every month, choose last from the On day of every month drop-down list. - All users, even those without the “View Setup and Configuration” user permission, can view holidays via the API. #### See Also - [Set Up Support Holidays](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays.htm&release=264.0.0&type=5 "Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times.") - [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&release=264.0.0&type=5 "Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.") <!-- document id=0edbb87684678e3eb44e135704d49a516a8a870e3bb932e92a0e051c375211a9 url=/admin/current/en-us/service/264-0-0/fs_work_order_guidelines.md --> # Guidelines for Creating Work Orders for Field Service Work orders help you track tasks to be performed on a product. Learn how to create and manage work orders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## View Work Orders View work orders from the Work Orders tab or the Work Orders related list on the following types of records: - Accounts - Assets - Cases - Contacts - Entitlements - Maintenance plans - Service contracts - Return orders - Return order line items - Service contracts ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Add work orders to the console to manage work orders and their associated records in one place. ## Create Work Orders Create and edit work orders from the Work Orders tab or the Work Orders related list. When you create a work order, add line items to the work order from the Work Order Line Items related list. Work order line items are tasks that a mobile worker must perform to complete a work order. They can be marked as completed one by one, and they make it easier to track and improve field service processes. Pricing details like discounts and unit price are set at the line item level on work orders. ## Delete Work Orders Delete work orders on the work order’s detail page or the Work Orders related list. Deleting a work order moves it to the Recycle Bin. Any notes, attachments, activities, line items, and service appointments associated with the work order are also deleted. If you undelete the work order, the associated items are undeleted. ## Create Work Order Hierarchies Work orders can have child work orders, which are standalone records that can be scheduled, given statuses, and assigned. Child work orders help you account for cancellations. When work is canceled, you can set the work order status to Canceled and create a child work order. This lets you track first-time rates and analyze cancellation reasons. ## Share Work Orders You may be able to grant extra access to work orders beyond what your org’s default sharing model allows. However, you can’t make the sharing model more restrictive than the default. To see who has access to a work order, click **Sharing** on the work order’s detail page. Work order line items inherit their parent work order’s sharing settings. To learn more, see [Limit Access to Field Service Records](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&release=264.0.0&type=5 "When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage."). ## How Work Orders and Service Appointments Intersect Service appointments on work orders and work order line items represent service visits to the customer. While work orders and work order line items let you enter general information about a task, service appointments track details about when, where, and how a visit occurs. Schedule optimization is based on service appointment data. Work orders and work order line items provide important capabilities, including price book association and Salesforce Knowledge integration. The Field Service mobile app experience is also optimized for service appointments whose parent record is a work order or work order line item. ## Service Resource Preferences The resource preference related list stores a preferred, required, or excluded resource. When a work order or work order line item is created, the resource preference is copied from the record’s asset, location, or account. Salesforce sets the preference using the first resource preference it finds on asset, then location, then account. If a resource preference exists, Salesforce doesn’t create a new one. #### See Also - [Work Order Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5 "Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=48c5d15eff97f133144376d00592156ccb3de93f4bb510530da6439aff188b2f url=/admin/current/en-us/service/264-0-0/fs_work_type_guidelines.md --> # Guidelines for Creating Work Types for Field Service Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Work orders and work order line items that contain a value in the Work Type field inherit the following values from their work type: - Duration - Duration Type - Required skills (found in the Skill Requirements related list) - Required products (found in the Products Required related list) - Linked articles (found in the Articles related list) Service appointments with a value in the Work Type field inherit their work type’s Duration and Duration Type. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a work type is updated on a work order or service appointment, the derived values, for example, skills and duration, aren’t automatically updated unless no values were initially set. Also, updating a work type after it’s been assigned to a work order or service appointment doesn’t automatically update the derived properties. You can update a record’s settings after they’re inherited from the work type. ## Skill Requirements Skill requirements on work types represent the skills that are needed to complete the work. Work orders and work order line items inherit their work type’s skill requirements. Define required skills in the Skill Requirements related list. You can enforce skill requirements during schedule optimization using the Match Skills work rule in a scheduling policy. If you’re not using the Field Service managed package, skill requirements serve as a suggestion rather than a requirement. If you add a work type to an existing work order, the work order only inherits the skill requirements if the work order didn’t yet have any. Similarly, updating a work type’s skill requirements doesn’t affect work orders that were already created using that work type. The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s skill requirements. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Customizations to skill requirements, such as validation rules or Apex triggers, aren't carried over from work types to work orders and work order line items. ## Required Products Required products on work types represent the products that are needed to complete the work. Work orders and work order line items inherit their work type’s required products. Define required products in the Products Required related list. If you add a work type to an existing work order, the work order only inherits the required products if the work order didn’t yet have any. Similarly, updating a work type’s required products doesn’t affect work orders that were already created using that work type. The previous rules are also true for work order line items. Work order line items don’t inherit their parent work order’s required products. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Customizations to required products, such as validation rules or Apex triggers, aren't carried over from work types to work orders and work order line items. ## Auto-Created Service Appointments If the Auto-Create Service Appointment option on a work type is selected, a service appointment is created when the work type is applied to a work order or work order line item. The service appointment lists the work type in its Work Type field and inherits the work type’s Duration and Duration Type. A service appointment isn’t created if the work order or work order line item already has an appointment. If a user selects Auto-Create Service Appointment on an existing work type, service appointments aren’t created on work orders and work order line items that were already using the work type. ## Exact Appointments Setting When you schedule a service appointment that has an associated work type, scheduling also considers the Exact Appointments field in the work type. If Exact Appointments is selected in the work type, the appointment is scheduled to start at the beginning of the time slot rather than during the time slot window. ## Knowledge Articles When you attach a knowledge article to a work type, the article shows up on work orders and work order line items that use the work type. For example, if you have a work type named Solar Panel Replacement, you can attach an article that explains how to replace a solar panel. Any work order using that work type automatically includes the article, and the person assigned to the work order has the instructions at their fingertips. Articles on work types work a little differently than articles on work orders and work order line items. Here are the differences: - A Linked Work Types related list isn’t available on article page layouts, so you can’t see which work types an article is attached to. - The Knowledge One widget isn’t available on work types in the console in Salesforce Classic, but the Articles related list is. - To ensure that field service records are associated with the most current versions of knowledge articles, articles attached to work types don’t specify an article version. For this reason: - When work orders and work order line items inherit an article from their work type, they inherit the latest version of the article published in their org’s default Knowledge Settings language. - An article attached to a work type can display in a different title or language in the Articles related list versus in the Knowledge Lightning component. The Articles related list shows the article version that work orders and work order line items inherit from the work type. #### See Also - [Work Type Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_fields.htm&release=264.0.0&type=5 "Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Set Up Knowledge for Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_work_order_knowledge.htm&release=264.0.0&type=5 "Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") <!-- document id=c438637c9ab63e6eabf23e988c9993cd89c2fff7a60dad6b160a77e227678294 url=/admin/current/en-us/service/264-0-0/pfs_get_started_sched_auto_considerations.md --> # Guidelines for Effective Schedule Automation and Optimization in Field Service Before you use the Field Service tools for automating and optimizing your workforce’s schedule, make sure you review some key aspects and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Defining Your Scheduling Goals Before you start setting up schedule automation, define the measurable goals that you want to achieve. For example, are you looking to reduce your cost to serve by creating schedules with the most efficient route and minimal travel time? What other goals do you have? How do these goals and KPIs rank relative to each other? What's the most important KPI if no scheduling option exists that scores highest across these goals? Every business has its own goals when you’re creating a schedule. Salesforce Field Service helps you achieve these goals through its flexible configuration. The best way to define your scheduling goa​​ls is to start with a high-level vision of what you want to achieve and work your way down to specific metrics that you can measure. Here’s an example: ![Guidelines for Effective Schedule Automation and Optimization in Field Service](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_get_started_sched_auto_considerations.png) After you define your metrics, be clear about what level of improvement you expect to see and how it impacts your business objectives. For example, if one of your metrics is Utilization, what level of improvement impacts your Cost to Serve? Before implementing automation, find the baseline measurements for each of your defined metrics so that you can measure the improvement automation has on those metrics. Use Field Service tools to track the progress of your metrics over time. - [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US): Capture before-and-after data on common scheduling metrics when you run optimization. This data helps you visualize and measure the impact and value that schedule optimization has on a technician’s schedule metrics. - [Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_dashboards_sa.htm&type=5&language=en_US): Use the prebuilt dashboard to gain visibility into your scheduling metrics without having to run optimization. These metrics help you identify how your company is tracking against your KPIs, how healthy your operation is, and where you can improve. - [Reports and Dashboards](https://help.salesforce.com/s/articleView?id=analytics.analytics_overview.htm&type=5&language=en_US): Customize your Salesforce reports and dashboards. ## Data Setup and Quality Considerations To generate an accurate schedule, automation and optimization tools rely on meaningful and correct input data. While it’s not always possible to have perfect data, the higher the quality of the input data, the more accurate the schedule generated by the system, and the less manual intervention is required. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When designing your scheduling and optimization solution, make sure you consider Salesforce limits and considerations to avoid failures. Consider some aspects.  - Accurate geolocations: Salesforce Field Service has a built-in data integration service that resolves addresses on records into geolocations or latitude and longitude coordinates. These geolocations calculate travel times between appointments so that the best resource and time for an appointment can be scheduled. If the record addresses have data issues, such as missing a house number or ZIP code, the service can’t accurately resolve the address to a geolocation. This missing information affects the resulting schedule and travel metrics, so it's important to ensure data and address integrity. Use Address field validation rules and reporting on API-accessible latitude and longitude fields to ensure data integrity. - Service territory hierarchy: Create a defined structure for your business’s service territories to help you manage your service resources more easily. A defined structure modularizes data into segments, which enhances the optimization’s ability to build an effective schedule. See [Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&type=5&language=en_US). - Operating hours: Operating hours define when your resources are available to be scheduled for work and when your customers are available for onsite visits. Several types of operating hours help the optimizer find the best schedule for your work. See [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&type=5&language=en_US). - Estimated duration: Service appointments require an estimated duration to complete the appointment. The better the estimate, the less uncertainty in the schedule. The most common way to define the duration of work is by work type. To set up work types, consider how long each type of work takes to complete based on historical data as well as feedback from service resources. Regularly review work durations for accuracy, more frequently at the beginning of your implementation to make sure you have a good baseline, and then less frequently as estimates become more accurate. See [Guidelines for Creating Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&type=5&language=en_US). ## Scheduling Criteria Management Scheduling criteria for a work order, work order line item, and service appointment define when and to whom a service appointment can be scheduled. A common scheduling criteria type is time restrictions. For example, the earliest a service appointment can occur (Earliest Start Permitted), the latest it can be scheduled (Due Date). When the technician can arrive to begin service (Arrival Windows), and any additional time requirements and SLAs. Another type of scheduling criteria is requirements, which determine which service resources can be assigned to a job. For example, areas of expertise critical to completing a job successfully, such as skill requirements on the work order or work order line item, and territory restrictions. What’s the importance of accurately defining scheduling criteria? Accurate scheduling criteria are essential for completing jobs effectively and efficiently and to ensure customer satisfaction. Define your scheduling criteria to reflect your company's business logic so that your schedule meets your requirements. What are the consequences of not defining scheduling criteria? Not defining precise scheduling criteria can lead to ineffective schedules created by the engine that require manual intervention to correct. No criteria can also result in reduced service resource satisfaction by assigning work to the wrong resources or times. Define the work rules that your scheduling policy must follow, and make sure the underlying data drives the correct behavior that your work rules enforce. For example, a customer requests an appointment for a service but a critical part isn’t available until next month. You must set the Earliest Start Permitted on the Service Appointment so that a service resource isn’t assigned and dispatched to the customer’s location before the part is available. Similarly, if a job requires a certain skill set, it’s important to list the required skills on the work order or a similar record to make sure that you assign only the job to a resource that has those skills. Listing the skills prevents customer dissatisfaction and increased costs. In addition to the accuracy of the schedule, not being specific with scheduling criteria can lead to a lower-quality schedule. As the number of possible permutations of the schedule increases, it requires more calculations and time to find a suitable schedule. For example, if five service appointments are to be scheduled to two candidate service resources over two time options, there are 1,024 schedule options available. By slightly increasing the complexity to schedule five service appointments to five candidates over five time options, the number of schedule options increases to over 9.7 million. By keeping the number of candidates and time options lower, the complexity of optimization is reduced and a better result can be found quicker. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Candidate service resources is the number of service resources eligible to be assigned a service appointment after work rules are applied. The number of candidate service resources, the scheduling horizon (how far out you're scheduling), and variables such as appointment window granularity (30 minutes versus 2 hours) have an impact on the performance and run-time of scheduling and optimization services. What are the consequences of defining too many or unnecessary scheduling criteria? Defining too many scheduling criteria can make it more difficult to find a service resource for an appointment. You can define as many scheduling criteria as needed, but each criterion is applied in addition to the others, which further reduces the number of scheduling options and resources that can perform the work. For example, a service appointment is in a remote area where only one service resource has the skills within that area to service it. If that service resource calls out sick, the customer’s appointment is missed and can incur an SLA penalty.  Review your resource coverage to make sure that you have enough alternate scheduling options so the optimizer can reassign jobs in cases of low resource availability. If multiple specialized skills are necessary for job completion, define these as criteria. However, if some criteria aren’t requirements to complete the job, define these as a Preferred type Service Resource Preference and not as a Required Service Resource Preference. This setting reduces the candidates to only that specific resource. When you define scheduling criteria, make sure that the appointment can be scheduled.  For example, an appointment with a 30-day delta between Earliest Start Permitted and Due Date, yields more scheduling options than a 3-day period, which is a tight turnaround. While a shorter turnaround time is more appealing to some end customers, it’s important to set customer expectations and time requirements on service appointments to something that the company can commit to. Consider these best practices to simplify optimization complexity. - Reduce your [optimization horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) to the lowest possible date range that makes sense for your business. - Increase the duration of your appointment slot windows to the extent it makes sense for your business to reduce the number of time options. - Use work rules such as [Maximum Travel from Home](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_max_travel_home.htm&type=5&language=en_US) and [Extended Match](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US) to reduce the number of candidate service resources. Learn how to improve the performance of scheduling and optimization processes. See [Guidelines for Avoiding Apex CPU Timeouts in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments_cpu_timeout.htm&type=5&language=en_US).  #### See Also - [Adopt and Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&type=5&language=en_US) - [What’s Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&type=5&language=en_US) - [Manage Field Service Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) - [Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&type=5&language=en_US) - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) <!-- document id=be17e170ccc4185f5f357c4cfc79893b54f3e9daae68434fdede33329688bbc6 url=/admin/current/en-us/service/264-0-0/customizesupport_forwarding_guidelines.md --> # Guidelines for Email System Forwarding with Email-to-Case When your customers send an email to a support address such as _support@mycompany.com_, your email provider forwards the email to Salesforce. How you configure email forwarding can impact whether Email-to-Case correctly attaches emails and responses to related cases. When email threading works properly, your service reps can grasp the full history of the customer’s email inquiry. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> Email-to-Case uses information in the email headers to match an email to a case. If your email system’s forwarding changes the headers, Email-to-Case can’t identify the related case and add the email to the thread. The steps to set up forwarding depend on your email provider. Before you start, give your email admin the email service address generated in Salesforce. This address is the address to forward to. To locate it, in Setup, go to the Email-to-Case page. In the Routing Addresses section, each routing address lists an auto-generated email service address. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning When you forward emails to Email-to-Case, we strongly recommend keeping a copy in your inbox. This provides a backup of your inbound communication, in the event that one of your customizations unexpectedly causes issues in Email-to-Case. To allow Email-to-Case to thread emails to cases correctly, follow these general guidelines. - Configure one routing address to use in forwarding. When customers address emails to multiple service addresses, emails don’t thread to cases as expected. - Avoid defining aliases that map to the same Email-to-Case service address. For example, some companies define aliases specific to a country, such as _support-us@mycompany.com_ and _support-uk@mycompany.com_, that point to the same support address, _support@mycompany.com_. If a customer sends an email to _support@mycompany.com_ and the _support-us@mycompany.com_ alias, the email system forwards multiple copies of the same email to Salesforce. As a result, Email-to-Case creates multiple cases and emails aren’t threaded properly. - Avoid email rules that add disclaimers or tags before or after the email subject, such an \[External\] tag on emails that originate outside of the company. Changing the subject can break threading on some email clients. If your customer tries to reset the email subject, that change can also reset the email headers used in threading. ## Example: Set Up Forwarding in Microsoft Exchange 365 ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check the Microsoft 365 support website for specific setup steps. This example gives general guidelines to help email admins set up forwarding with Email-to-Case. If Microsoft Exchange 365 is your email system, ask your email admin to set up forwarding in the Exchange Admin Center. We recommend that you avoid user-configured rules. When users apply redirect or forward rules in Outlook settings, those rules can alter email headers and impact threading. Some companies can also restrict users from forwarding to external domains. Go to the Exchange Admin Center and create a contact. For the contact’s email address, copy in the email service address generated in Salesforce. Then, configure forwarding using these options. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153358e121">Option</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153358e124">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e121 ">Full Inbox Forwarding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e124 ">Recommended. This option preserves email headers and can be configured to keep a copy of incoming emails in the user inbox. In the Exchange Admin Center, select the support mailbox under Recipients and enable forwarding. Specify the contact’s email service address generated by Salesforce as the address to forward to.</td> </tr> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e121 ">Mail Flow Rules</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e124 "> <p>Recommended. When applied by the Exchange admin in the Exchange Admin Center, a redirect rule preserves headers during forwarding. Have your Exchange admin create a rule that’s applied when an email recipient includes your support address, such as support@mycompany.com. Define the rule to redirect the email to your contact’s address, which is the email service address generated by Salesforce.</p> <p style="margin-bottom:0;">Because user-applied rules cause header changes that break threading, we don’t recommend that users create rules in Outlook settings. If a user configures a forwarding rule in Outlook settings, Email-to-Case can't identify the sender because the mail system strips out the original sender address.</p> </td> </tr> <tr class=""> <td data-label="Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e121 ">Distribution Lists</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d153358e124 ">If your support address doesn’t map to an actual user, a distribution list is a good method to forward emails to Email-to-Case. In the Exchange Admin Center, create a distribution group and add the email contact that you created as a member.</td> </tr> </tbody> </table> #### See Also - [Add Routing Addresses for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_configuring_routing_addresses.htm&release=264.0.0&type=5 "Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email.") - [Microsoft 365 Support](https://docs.microsoft.com/en-us/microsoft-365/admin/get-help-support) <!-- document id=63feb1386eaf36bfbc1206910cc89d953121d2c430735b7a057fa65df66e5c49 url=/admin/current/en-us/service/264-0-0/fs_generate_work_orders_plan.md --> # Guidelines for Generating Work Orders from a Maintenance Plan Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn how to generate work orders from a maintenance plan. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d130489e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e70 ">To create work orders from maintenance plans</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e70 "> <p>Create, view, and edit on Service Appointments, Work Orders, and Work Order Line Items</p> <p>View and edit on Maintenance Plan, Maintenance Work Rules, and Maintenance Assets</p> <p>AND</p> <p style="margin-bottom:0;">View on Assets</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e70 ">To view, create, and update recordset filter criteria</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e70 "> <p>View, create, and edit on Service Appointments, Shifts, Recordset Filter Criteria, and Recordset Filter Criteria Rules</p> <p>AND</p> <p>Delete on Recordset Filter Criteria and Recordset Filter Criteria Rules</p> <p style="margin-bottom:0;">View access on the Source Object, Filtered Object, and Filtered Object fields</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Refer to [Guidelines for Working with Maintenance Work Rules](https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5 "With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance work rule settings affect work order generation.") for details on how work orders are generated from maintenance work rules. ## How Many Work Orders Are Generated at a Time? Maintenance plan work orders are generated in batches. The number of work orders in a batch is based on several maintenance plan settings: - Generation timeframe: determines how far into the future work orders are generated - Frequency: determines the amount of time between work order dates - Number of maintenance assets: work order is created per asset, per suggested maintenance date For example, with a generation timeframe of 1 year, a frequency of 2 months, and two maintenance assets, one batch contains 14 work orders that cover 1 year’s worth of maintenance visits. Work orders are also generated for the final day of the timeframe. If the generation timeframe is 1 year and the Date of the first work order in the next batch is January 1, 2020, work orders are also generated for January 1, 2021. Note that the **Work Order Number** field might not correspond sequentially with the **Suggested Maintenance Date** field. For more information, refer to the [Work Order](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_workorder.htm) developer documentation. ## How Do I Generate Work Orders? You can manually generate each batch of work orders or choose to have a new batch generated automatically. If frequent changes are needed after each visit, manual generation gives you more control. Automatic generation provides the assurance that you’re delivering the maintenance you promised to your customer. Both methods allow you to customize batch generation timing using Generation Horizon (Days) or select **Generate new batch upon completion**. For details, see [Maintenance Plan Fields](https://help.salesforce.com/s/articleView?id=service.fs_maintenance_fields.htm&release=264.0.0&type=5 "Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If **Generate new batch upon completion** is selected, a new batch of work orders isn’t generated for a maintenance asset until the final work order for that asset in the current batch is completed. If one maintenance asset’s final work order is completed but another’s is stalled, work orders are generated only for the first maintenance asset. This behavior results in a staggered batch generation schedule for the maintenance plan. To manually generate work orders from a maintenance plan: - Confirm that **Auto-generate work orders** isn’t selected. - Click **Generate work orders**. When the Work order generation status on the maintenance plan changes to Complete, the generated work orders appear in the Work Orders related list. - When creating a maintenance plan, maintenance asset, or maintenance work rule, enter a **Next Suggested Maintenance Date** that starts in the future (starting tomorrow). - If the maintenance work rules date of the first work order in the next batch is earlier than the current date minus the generation time frame, the update **Next Suggested Maintenance Date** to fall into the eligible date range. - If the **Next Suggested Maintenance Date** is outside the eligible generation window, adjust that date to align with the date of generation to yield expected results. For example, if you expect work orders to be created on a specific date of the month, ensure that the **Next Suggested Maintenance Date** is within the eligible generation window. To turn on automatic generation, select **Auto-generate work orders**. ## If Auto-Generation Is Turned On, When Is a New Batch Generated? When you’re using maintenance plans without maintenance work rules: - If the maintenance plan includes assets, a new batch is generated for each maintenance asset on the maintenance asset’s Date of the first work order in the next batch. - If the maintenance plan doesn’t include any assets, a new batch is generated on the maintenance plan’s Date of the first work order in the next batch. When you’re using maintenance plans with maintenance work rules, the maintenance plan gets picked up regardless of the next suggested maintenance date on the maintenance plan or the maintenance asset. To further customize batch generation timing, specify a Generation Horizon (Days) or select **Generate new batch upon completion**. For details, see [Maintenance Plan Fields](https://help.salesforce.com/s/articleView?id=service.fs_maintenance_fields.htm&release=264.0.0&type=5 "Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings."). ## Can I Get a Report of the Work Orders Generated? To receive a Chatter post detailing the work orders, work order items, and service appointments generated for each maintenance plan, see the following topics: - [Customize chatter feed tracking](https://help.salesforce.com/s/articleView?id=experience.collab_feed_tracking.htm&type=5&language=en_US) - Turn on [field history tracking](https://help.salesforce.com/s/articleView?id=xcloud.tracking_field_history_for_standard_objects.htm&type=5&language=en_US) on work order generation status - [Create a report type on the feed to see all the feeds in one report](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) ## How Do Generation Methods Work? Generation methods can help simplify dispatch by combining work for the same day into a parent work order with a work order line item for the relevant asset covered by the maintenance plan. Also, you can choose to create a service appointment for the work order or suite work order line item. On a maintenance plan, select your generation method preferences. - Choose whether to create one work order or one work order line item for each maintenance asset. Where you have maintenance work rules on a maintenance asset, it means one work order or one work order line item for each maintenance work rule. - If you select **One work order line item per asset**, choose whether to create a service appointment for each work order or each work order line item. To ensure that all assets with the same suggested maintenance date are maintained under one work order, select **One work order line item per asset**. If each asset needs a separate service appointment, select **One service appointment per work order line item**. When **One work order line item per asset** is set, a work order line item is generated for each relevant asset and maintenance work rule. All work order line items sharing Next Suggested Maintenance Date are grouped under a work order. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To provide guidance on which asset to service first, second, and so on, create guided actions, or flows, in the parent work order. If **Work Order Generation Method** is left as **None**, the generation is defaulted to one work order per asset. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:10%"> <col style="width:10%"> <col style="width:10%"> <col style="width:10%"> <col style="width:60%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d130489e352">Work Order Generation Method</th> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d130489e354">Service Appointment Generation Method</th> <th scope="col" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" id="d130489e356">Result</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130489e359">One work order per asset</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130489e361">One work order line item per asset</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130489e363">One service appointment per work order</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130489e365">One service appointment per work order line item</th> </tr> </thead> <tbody> <tr class=""> <td data-label="One work order per asset" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e352 d130489e359 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td data-label="One work order line item per asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e352 d130489e361 "> </td> <td data-label="One service appointment per work order" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e354 d130489e363 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="invalid"></span></td> <td data-label="One service appointment per work order line item" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e354 d130489e365 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="invalid"></span></td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e356 "> <p>If <strong class="uicontrol">Work Order Generation Method</strong> is set to <strong class="uicontrol">One work order per asset</strong>, you can’t set a <strong>Service Appointment Generation Method</strong>.</p> <p>Each asset and relevant maintenance work rule creates a work order. If a work type is associated with auto-create service appointment enabled, a service appointment is created for each work order.</p> <p><strong>Example:</strong> A maintenance plan with four assets, a generation time frame of 6 months, and a frequency of 1 month produces: </p> <ul> <li>Four work orders a month, 24 work orders for 6 months.</li> <li>A service appointment for each work order, if the auto-create service appointment is enabled on an associated work type.</li> </ul> </td> </tr> <tr class=""> <td data-label="One work order per asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e352 d130489e359 "> </td> <td data-label="One work order line item per asset" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e352 d130489e361 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td data-label="One service appointment per work order" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e354 d130489e363 "> </td> <td data-label="One service appointment per work order line item" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e354 d130489e365 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e356 "> <p style="margin-bottom:0;"><strong>Invalid:</strong> If <strong class="uicontrol">Work Order Generation Method</strong> is set to <strong class="uicontrol">One work order line item per asset</strong>, you must select a <strong class="uicontrol">Service Appointment Generation Method</strong>. </p> </td> </tr> <tr class=""> <td data-label="One work order per asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e352 d130489e359 "> </td> <td data-label="One work order line item per asset" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e352 d130489e361 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td data-label="One service appointment per work order" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e354 d130489e363 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td data-label="One service appointment per work order line item" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e354 d130489e365 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e356 "> <p>One parent work order is created, a work order line item is created for each asset and relevant maintenance work rule, and one service appointment is created for the parent work order, even if the associated work type doesn’t have auto-create service appointment enabled. </p> <p>The exception is when the maintenance plan lacks any associated maintenance assets and solely has a plan-level maintenance work rule. In this scenario, the generation method is disregarded, and only a single work order is created. However, if the <strong class="uicontrol">Auto-create service appointment</strong> option is enabled, a service appointment is created for the parent work order. </p> <p><strong>Example:</strong> A maintenance plan with four assets, a generation time frame of 6 months, and a frequency of 1 month produces: </p> <ul> <li>One work order each month, six work orders for 6 months.</li> <li>Four work order line items on each work order.</li> <li>A service appointment for each parent work order, 1 per month, and six work orders for 6 months.</li> </ul> </td> </tr> <tr class=""> <td data-label="One work order per asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e352 d130489e359 "> </td> <td data-label="One work order line item per asset" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e352 d130489e361 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td data-label="One service appointment per work order" class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e354 d130489e363 "> </td> <td data-label="One service appointment per work order line item" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d130489e354 d130489e365 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="selected"></span></td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130489e356 "> <p>One parent work order is created, a work order line item is created for each asset and relevant maintenance work rule, and if the associated work type has auto-create service appointment enabled for work order line items, one service appointment is created for each work order line item.</p> <p><strong>Example:</strong> A maintenance plan with four assets, a generation time frame of 6 months, and a frequency of 1 month produces: </p> <ul> <li>One work order each month, six work orders for 6 months.</li> <li>Four work order line items on each work order.</li> <li>If auto-create service appointment for work order line item is enabled on the work type, a service appointment for each work order line item, four service appointments per month, 24 work orders for 6 months.</li> </ul> </td> </tr> </tbody> </table> ## Why Aren’t Service Appointment Due Dates Following Maintenance Plan Settings? When a service appointment is created for a generated work order, the work type Due Date Offset overrides the due date set by the maintenance plan. To avoid this override, create two work types, one for non-maintenance plan service appointments and another for maintenance plan service appointments. Leave the Due Date Offset empty in the work type for maintenance plan service appointments. For example, create a Site Survey work type with a Due Date Offset of 5 days and Site Survey - Maintenance Plan with Due Date Offset left empty. ## How Are Addresses Added to Work Orders? You can automatically add an address to the work orders in an org. The address on the work order is then automatically added to any resulting service appointments. To determine the address, the work order or work order line item looks for an address to add in this order: the asset address, the visitor address on the asset's location, and then the shipping address on the maintenance plan account. The address field on the work order or work order line item is populated only if: - The **Populate Address for Work Orders or Work Order Line Items** permission is selected in Field Service Settings. - The maintenance plan uses maintenance work rules. - The generation method isn’t one work order line item per asset, and the service appointment isn’t one service appointment per work order. Before you select this option, review the addresses for your assets, locations, and accounts. Make sure that the **City** and **State** fields are specified. Clean up the addresses so that they’re consistent with your maintenance plan conventions. For example, if all assets have an address or location address and use 1asset1WOLI and 1SA1WOLI, make sure all assets under the same maintenance plan have the same address or location address. ## How is the Work Order Subject Created? The work order Subject field consists of the **Suggested Maintenance Date** and the **Asset** or **Account** fields from the maintenance plan. The subject is formatted as follows: `Maintenance <Asset/Account/Empty>: <Suggested Maintenance Date>` Where `<Asset/Account/Empty>` is based on the following precedence: - If the asset field is available, it takes precedence and is used. - If the asset field isn’t available, the account field is used. - If the asset or account fields aren't available, the section is left empty. ## How Do I Change Generation Methods or Maintenance Schedules After Work Orders Are Generated? If your maintenance plans have work orders or work order line items associated with them, changing their generation schedule on the maintenance asset or in the maintenance work rules isn’t recommended. To change maintenance plan generation frequencies, either delete the incomplete work orders and regenerate them. Or set an end date to expire the current maintenance plan and create one with the appropriate generation method and recurrences. #### See Also - [Set Up Field Service Maintenance Plans](https://help.salesforce.com/s/articleView?id=service.fs_create_maintenance.htm&release=264.0.0&type=5 "Create Field Service preventive maintenance plans for assets so your customers never miss a beat. With maintenance plans you define how often maintenance visits occur and generate work orders for future visits.") - [Maintenance Plan Fields](https://help.salesforce.com/s/articleView?id=service.fs_maintenance_fields.htm&release=264.0.0&type=5 "Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [_Trailhead_: Field Service Preventive Maintenance](https://trailhead.salesforce.com/content/learn/modules/field_service_maint?trail_id=field_service) <!-- document id=079d227fd33decfde7389026584a22e7d01a40a81ac4503f66f29bba39ed5f8f url=/admin/current/en-us/service/264-0-0/fs_preventive_maintenance.md --> # Guidelines for Preventive Maintenance To optimize technician productivity and increase uptime and mean time to failure of equipment, create preventive maintenance plans for your assets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Recordset Filter Criteria Fields The fields that are available when you’re defining your recordset filter criteria are based on the filtered object: Asset or Service Appointment. The fields that are visible depend on your field-level security settings and field types. To access a calculated field that isn’t available by default, create a custom formula field for the related field. These field types aren’t supported. - URL - Multipicklist - Encrypted string - Text area For usage-based maintenance, there are additional considerations. - You can use a formula to set the value of the asset field specified as the **Usage Field** in the recordset filter criteria rule. However, the asset field specified by the **Next Occurrence Field** in the recordset filter criteria rule can’t be a formula field because it’s updated by the system. - Currency field types can’t be used to define recordset filter criteria. ## Guidelines for Using Asset Attributes and Custom Fields You can use [asset attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib.htm&release=264.0.0&type=5 "Improve asset management and help mobile workers efficiently repair and maintain assets by defining and monitoring asset attributes that represent asset health and performance. Then, define threshold monitoring based on recordset filter criteria and track threshold compliance for multiple asset attributes."), custom integrations, or custom fields to track manually maintained values in your fixed or floating preventive maintenance work orders. ![Criteria-Based Maintenance with Asset Attributes](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Criteria-Based Maintenance with Asset Attributes - You set up criteria-based maintenance for an automatic door that has major maintenance performed after 60,000 activations. If you create an asset attribute to record Activation Since Custom Overhaul, you can track the number of activations on each regular maintenance visit. You can create a recordset filter criteria with a rule that activation since last overhaul is greater than or equal to 60,000. Then to generate the overhaul work orders, attach this filter to a maintenance work rule. On completion of the overhaul, the engineer sets the activation since the last overhaul back to zero. - Also, if you create an asset attribute to track the Months Since Last Overhaul, the recordset filter criteria can generate work orders when: - The activation since last overhaul is greater than or equal to 60,000, OR - The months since last overhaul is greater than or equal to 6 Activation Since Custom Overhaul - CriteriaField: ActivationSinceLastOverhaul - Operator: >= - Value: 60,000 Months Since Last Overhaul - CriteriaField: MonthsSinceLastOverhaul - Operator: >= - Value: 6 ## Custom Fields Alternatively, you can use custom fields to track manually maintained values. If you have assets that provide IoT data, you can use a third-party IoT platform to update your custom asset field. If you don’t have an IoT platform, check [AppExchange](https://appexchange.salesforce.com/). ## Simulating Usage-Based Work Order Creation To achieve usage-based work order creation using criteria-based preventive maintenance, set up a custom field and update it as the work order is completed. A work order is considered complete when its status falls into one of these status categories: Cannot Complete, Canceled, Completed, or Closed. Such custom fields can include operating hours since last maintenance or cumulative downtime since last maintenance. ## Maintenance Work Rule and Recordset Filter Criteria Object Settings To maintain the correct function of usage or criteria-based maintenance rules, ensure that the Maintenance Work Rule and Recordset Filter Criteria objects have the same full access permissions and sharing rules. - **[Create Criteria-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create_any_criteria.htm&release=264.0.0&type=5)** Create recordset filter criteria using standard or customized fields on assets to identify thresholds that trigger maintenance work. - **[Create Usage-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_create_usage_based_rfc.htm&release=264.0.0&type=5)** Use maintenance work rules to create work orders and schedule preventive maintenance based on asset usage. <!-- document id=e40270d526a22d582f45da48d1f71942f281f79cb7b150a6552afd40041b863e url=/admin/current/en-us/service/264-0-0/fs_rfc_considerations.md --> # Guidelines for Recordset Filter Criteria Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96934e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96934e70 ">To view, create, and update recordset filter criteria for shifts</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96934e70 "> <p>View, create, and edit on Recordset Filter Criteria and Recordset Filter Criteria Rules</p> <p>AND</p> <p>View on the filtered object, source object, and filtered object’s fields</p> <p>AND</p> <p style="margin-bottom:0;">Delete on Recordset Filter Criteria Rules</p> </td> </tr> </tbody> </table> ## Recordset Filter Criteria Considerations Keep these considerations in mind when you create and edit recordset filter criteria. - Only Recordset Filter Criteria marked Active are used in scheduling. - When you add multiple filter conditions, only appointments matching all the conditions can be scheduled. - The Value input changes depending on the service appointment field you choose. For example, picklist fields show the list of available choices. - You can’t match on text field values that include apostrophes (`’`), commas (`,`), or double quotation marks (`”`). - Users without access to a service appointment field used in a filter condition don’t see the field name or value. They also can’t edit or delete the filter condition. - When you use inline edit on a recordset filter criteria, the filter conditions are shown in the related list. You can manage filter conditions individually from the related list. Or to see all the filter conditions in one place, use the Edit action. - The Recordset Filter Criteria field must be added to the Shift page layout. - After you add a custom field to the filtered object, it can take around 15 minutes for the new field to appear in the Criteria Field picklist. - You can add a maximum of 5 considerations to the Recordset Filter Criteria field. - The asset fields Availability, Reliability, Average Time to Repair, and Average Time Between Failures are calculated internally, so they can’t be used to define Usage-Based, Usage-Counter, or Usage-Duration rule types. ## Guidelines for Custom Logic - Build the filter logic with parentheses and the AND or OR Boolean operators. To group conditions, use parentheses around the parameters, for example 1 AND (2 OR 3). If you add another condition, the custom logic is updated automatically to 1 AND (2 OR 3) AND 4. - Every index must have a corresponding recordset filter criteria rule, but every rule doesn’t need to be used in the custom logic. - If no custom logic is defined, all recordset filter criteria rules are treated with an AND, meaning all conditions must be True. - You can’t delete a recordset filter criteria rule that’s referenced in custom logic. Alternatively, you can follow these steps: 1. Update RFC.CustomLogic as empty, or remove the index reference in custom logic. 2. Delete the recordset filter criteria rule. 3. Update RFC.CustomLogic with the correct value. #### See Also - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") <!-- document id=f4b0325c86f8355ed51c351e4bb89fe6f9cc0e92d664cc00482bee579784b0f4 url=/admin/current/en-us/service/264-0-0/customize_supporthours_guidelines.md --> # Guidelines for Setting Business Hours To make your support processes more accurate, define when your support team is available to help customers. There are a few guidelines to keep in mind as you set business hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - After you set business hours, add the Business Hours lookup field to case layouts and set field-level security on the Business Hours field. This lets users view and update the business hours on a case. - Business hours on a case are automatically set to your organization's default business hours, unless the case matches the criteria on an escalation rule associated with different business hours. - Salesforce automatically calculates daylight savings times for the time zones available for business hours, so you don’t have to configure rules to account for time zones. - Business hours on a case include hours, minutes, and seconds. However, if business hours are less than 24 hours, the system ignores the seconds for the last minute before business hours end. For example, suppose it is 4:30 PM now, and business hours end at 5:00 PM. If you have a milestone with a 30-minute target, it’s more common to say that the target is 5:00 PM, not 4:59 PM. To accommodate this, the system stops counting seconds after 5:00. If seconds were counted from 5:00:00-5:00:59, the 30-minute target would occur after the 5:00:00 PM target cut-off and would roll over to the next day. - Escalation rules only run during the business hours they’re associated with. - You can update cases associated with business hours that are no longer active. - You can’t include the Business Hours field in list views or reports. - You can create multiple business hours for support teams that operate in the same time zone but at different hours. - For simplicity, we recommend that you create one set of business hours per support center. - You can’t deactivate business hours that are included in escalation rules. You must first remove them from the escalation rules. - You can associate up to 1000 holidays with each set of business hours. - On cases that include entitlements, business hours are applied according to a hierarchy. For details, see [How Business Hours Work in Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&release=264.0.0&type=5 "When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note All users, even those without the “View Setup and Configuration” user permission, can view business hours via the API. #### See Also - [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&release=264.0.0&type=5 "Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.") - [Set Up Support Holidays](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays.htm&release=264.0.0&type=5 "Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times.") <!-- document id=33a2c11ccaabe0a5ac06ad038ad7c2469e91ec592846cb1ea2d5ff990d1765b3 url=/admin/current/en-us/service/264-0-0/pfs_scheduling_policy_guidelines.md --> # Guidelines for Setting Up a Scheduling Policy To automate a schedule, you must first configure a scheduling policy that reflects your business's scheduling requirements and preferences. Learn how to create a scheduling policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To create an effective scheduling policy, follow the process covered in this topic. - [Defining your Requirements for Scheduling with Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) - [Defining your Preferences for Scheduling with Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) - [Ranking the Selected Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) - [Determining Relative Importance of Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) - [Setting Service Objective Weights](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) - [Testing Schedule Policy Effectiveness Through Simulation](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_guidelines.htm&release=264.0.0&type=5) ## Defining your Requirements for Scheduling with Work Rules To create a valid schedule, you must define the rules that scheduling must follow. Consider factors such as when to schedule breaks during the day and what criteria from the work order or service appointment to match to a service resource. Also, consider the date and time constraints for the appointment. Work rules help reduce the complexity of the scheduling problem by reducing the number of candidates, allowing the engine to focus on the best solutions. For example, you can limit the radius that a service resource can travel. To find out how to configure work rules to meet your business’s scheduling requirements, see [Field Service work rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&type=5&language=en_US). To get started on configuring work rules, review some scenarios. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:35.48081037337451%"> <col style="width:64.51918962662549%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d103803e145">SCHEDULING REQUIREMENTS SCENARIOS</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d103803e148">CONFIGURATION CONSIDERATIONS</th> </tr> </thead> <tbody> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Do work orders require service resources with relevant skills?</li> <li>Do work orders require service resources with specific proficiency levels?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US" target="_blank">Match Skills work rule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US" target="_blank">Extended Match work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Work orders have other factors besides skills that must be considered. For example, are service resources assigned specific postal codes they can service?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_boolean.htm&type=5&language=en_US" target="_blank">Match Boolean work rule</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US" target="_blank">Match Skills work rule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US" target="_blank">Extended Match work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Service resources require break(s) throughout the day.</li> <li>What time should Service Resources take a break in the day?</li> <li>Are there multiple break times within a day?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US" target="_blank">Service Resource Availability work rule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rule_entry_service_resource_availability.htm&type=5&language=en_US" target="_blank">Work Rule Entry: Service Resource Availability</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Can I schedule work in overtime periods to service resources?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US" target="_blank">Service Resource Availability work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Can a service resource travel outside working hours or only within working hours?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US" target="_blank">Service Resource Availability work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Is there a maximum number of service appointments or duration of service appointments that can be assigned in a day per service resource?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_count.htm&type=5&language=en_US" target="_blank">Count work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Can I require a specific service resource be assigned to a work order?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&type=5&language=en_US" target="_blank">Required Resources work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Can I require a specific service resource not be assigned to a work order?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_excluded_resources.htm&type=5&language=en_US" target="_blank">Excluded Resources work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>My customer has specific times for service calls. How do I make sure those times are considered during scheduling?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&type=5&language=en_US" target="_blank">Service Appointment Visiting Hour work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>How do I ensure crew resources get scheduled work?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_crew_resources_availability.htm&type=5&language=en_US" target="_blank">Service Crew Resources Availability work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Do service appointments have arrival windows that indicate what time a service resource must arrive?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_time.htm&type=5&language=en_US" target="_blank">Match Time work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>Is there a maximum distance a service resource can travel from their starting location?</li> <li>What can I do to help with travel costs across a large service territory?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_max_travel_home.htm&type=5&language=en_US" target="_blank">Maximum Travel from Home work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>How can I assign specific types of work to a service resource during a portion or the full day?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_designated_work.htm&type=5&language=en_US" target="_blank">TimeSlot Designated work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>I want to ensure service resources are assigned work only into their primary or relocated service territory?</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_territory.htm&type=5&language=en_US" target="_blank">Match Territory work rule</a> </p> </td> </tr> <tr class=""> <td data-label="SCHEDULING REQUIREMENTS SCENARIOS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e145 "> <ul> <li>I want to assign work to a service resource’s primary and secondary service territories.</li> </ul> </td> <td data-label="CONFIGURATION CONSIDERATIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d103803e148 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_working_territories.htm&type=5&language=en_US" target="_blank">Working Territories work rule</a> </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Service Resource Availability work rule, and the Earliest Start Permitted and Due Date Match Time work rules are mandatory for all scheduling policies. ## Defining your Preferences for Scheduling with Service Objectives After you’ve defined a valid schedule using work rules, you need to define what your preferences are for an optimal schedule. For example, given a set of possible valid schedules, which schedule does Field Service choose based on scheduling preferences? Consider factors such as minimizing travel, reducing overtime, and scheduling as soon as possible. Go through the [Service objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) to find out how to configure objectives to meet your business’s scheduling requirements. Try to include only those service objectives that are important to your business to avoid overcomplicating your scheduling criteria. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use a scheduling policy without service objectives to improve performance if you aren’t using slot grades in Appointment Booking. If you’re using Enhanced Scheduling and Optimization, booking appointments with a scheduling policy that doesn’t have service objectives is called gradeless appointment booking. In this case, appointment booking finds the first eligible candidate for each slot without having to grade all the possible options. When you’re not using Enhanced Scheduling and Optimization, appointment booking grades all the possible options. However, if you don’t have service objectives in the scheduling policy, the processing time is shorter. ## Ranking the Selected Service Objectives After you’ve defined a valid schedule using work rules, you need to define what your preferences are for an optimal schedule. For example, given a set of possible valid schedules, which schedule does Field Service choose based on scheduling preferences? The next step is to prioritize your scheduling preferences. Rank the service objectives from most important to least important. Some can be similar in importance, but consider which preference is more desirable if all other factors remain the same. For example: | Service Objective | Rank | | --- | --- | | Minimize Travel | 2 | | Schedule ASAP | 3 | | Preferred Resources | 1 | Compare rankings with other service managers and discuss any differences to understand the reasons behind them. ## Determining Relative Importance of Service Objectives If you know which service objectives are most important, you can go a step further to determine how much more important a service objective is over another. For example, minimizing travel can be more important than scheduling as soon as possible, but that’s not necessarily always true. For example, scheduling an appointment tomorrow can add 30 minutes of travel, but if you schedule the same appointment today to fill in an available gap in the schedule, it can add 45 minutes of travel. While scheduling the appointment tomorrow does save on travel time, you can prefer to schedule the service appointment today with slightly more travel so the service resource isn't left idle. Understanding how much more important one service objective is over another would helps define the actual values of the service objective weights. ## Setting Service Objective Weights There are many ways to derive service objective weights in a scheduling policy. A simple method is to use an allocation system. This approach gives you a starting point for your weights and helps you understand the trade-offs between scheduling objectives and how the weight, or sum of weights, can affect each objective. First, decide how many points you can distribute. Let's use 500 points. (If you're not using Enhanced Scheduling and Optimization, choose a maximum value of 500 to make sure the sum of the weights of all the objectives doesn't go over 500. Then, weight points on each service objective based on how important it is to your business. You must distribute all the points. Here’s an example of how to distribute points based on how you ranked your service objectives and how important each service objective is. | Service Objective | Weight | | --- | --- | | Minimize Travel | 210 | | Schedule ASAP | 50 | | Preferred Resources | 240 | Here's an example of how you choose these values. - Scheduling an appointment to a preferred resource is most important to my business, even if it’s at the expense of longer travel and scheduling at a later time rather than earlier. - The best case scenario for minimizing travel is if there’s is zero travel and the best case scenario for scheduling as soon as possible (ASAP) is scheduling right now. If an appointment can be scheduled right now with zero travel, I'd rather that option than scheduling to a preferred resource. Adding up the combined weight of Minimize Travel and Schedule ASAP (210+50=260) is more than the bonus of scheduling the appointment to a preferred resource (260>240). - My business prefers to minimize travel over scheduling an appointment as soon as possible since we want to reduce the travel time and the time not spent being productive. However, if traveling to a service appointment today isn't too bad, I don’t mind scheduling it today to get it done earlier rather than waiting to save some travel time tomorrow. ## Testing Schedule Policy Effectiveness Through Simulation It’s important to understand that there’s no one solution for balancing service objective weights that will solve all scenarios and businesses when it comes to a non-deterministic problem like workforce scheduling. Going through a process to tune a schedule policy helps you understand the schedule quality results for different scenarios and come up with a schedule policy that reacts to differing needs. The best way to evaluate the effectiveness of a scheduling policy is to try it out and measure the results. See [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) for a methodology on how to perform optimization simulations. Review the Gantt in the Classic Dispatch Console to inspect the schedule created by the optimizer. Does it make sense? Did service appointments get scheduled to the right service resources and time? If not, review the work rules in your scheduling policy to see if something needs to be added or updated. ![Guidelines for Effective Schedule Automation and Optimization in Field Service](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/sched_policy_effectiveness.png) If the service appointment assignments are correct, you can then evaluate the quality of the schedule. Use [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US) (when you’re using Enhanced Scheduling and Optimization) or [Optimization Insights](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_insights.htm&type=5&language=en_US) (when you’re not using Enhanced Scheduling and Optimization) to measure the results of optimization. These results represent your baseline. Unless you were lucky with choosing the service objective weight values, there’s usually room for improvement. Change the weight values slightly while keeping the total sum of weights the same and rerun the simulation. Are the results better or worse? Continue this process until you’re satisfied with the results. ![Guidelines for Effective Schedule Automation and Optimization in Field Service](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/sched_policy_effectiveness_sim.png) #### See Also - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&type=5&language=en_US) - [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) - [Create Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&type=5&language=en_US) <!-- document id=6f561f219f910af56dc990c11c4504747cc20e07c012a0efbb0bb00e78a91cbf url=/admin/current/en-us/service/264-0-0/fs_setting_up_contractors.md --> # Guidelines for Setting Up Field Service Contractors If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Get Set Up The way you track contract work in Salesforce depends on how you want to track capacity, assign appointments, and exchange data with contractors. Follow these basic steps to add contractors. Create an account and contacts Create an account that represents the contractor such as Solar Installation Contracting. Then create contacts linked to the account. Create at least one contact for the contractor manager. If other contractors need access to Experience Builder sites, create contacts for each user. Choose licenses For contractors who work regularly, our per-user-per-month Contractor and Contractor Plus licenses give them unlimited access to everything they need. If your company employs a large number of seasonal or temporary contractors, our Contractor and Contractor Plus Login-Based licenses are a cost-effective alternative. You can create up to 20 users for each login that you buy with the Contractor and Contractor Plus Login-Based licenses. This multiplier ensures that you have all your contractors set up in the system, even if they don’t work frequently. If you know you need 100 logins, for example, our login-based licenses let you create 2,000 users. Our servers keep each login valid until midnight in most time zones, so workers can get multiple jobs done using a single login. Set up access and permissions Depending on the licenses that your organization purchased, you can assign contractors the Customer Community Plus or Partner Community license. If both license types are available, partner licenses are ideal for users who are engaged in sales or distribution with your company. Community licenses are required to access Experience Cloud sites. If you purchase login-based licenses, each unit of the Contractor Login-Based SKU assigns 20 Customer Community Plus login-based licenses and each unit of the Contractor Plus Login-Based SKU assigns the 20 Partner Community login-based licenses. Assign the Field Service Scheduling permission set license so that the user can be included in scheduling. Assign the Field Service Mobile permission set license to users that need access to the Field Service mobile app. Then, create a user profile for contractors (recommended) and configure their object permissions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To customize contractors’ mobile app experience, assign a unique mobile settings configuration—accessible from the Field Service Mobile Settings page in Setup—to the contractor user profile. Create service resources and service territories You can create service resources for every contractor worker or just for the contractor manager. Each service resource is linked to a user—in this case, the contractors at your partner organization. Create a service territory for each contractor company, and add the contractor service resources as service territory members. Creating a contractor-specific territory lets the contractor manager see only their employees in the Classic Dispatch Console. For example, if you’re contracting with Ursa Major Solar, create a territory named Ursa Major Solar Contracting. Provide access to the Classic Dispatch Console To let the manager dispatch appointments, add the Classic Dispatch Console to your Experience Builder site. For help, see [Add the Field Service Classic Dispatch Console to an Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.pfs_dispatcher_console_community.htm&release=264.0.0&type=5 "Hand over the dispatching reins to a field service contractor manager by embedding the Classic Dispatch Console in an Experience Builder site."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service contractor licenses can only be used by third-party contractors. They can’t be assigned to internal employees. ## Assign Service Appointments to Contractors Ready to assign a work order to your contractor team? You’ve got options! Here are two common approaches to assigning work to contractors. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Contractors list view in the Classic Dispatch Console Service Appointment List shows only service appointments that are assigned to capacity-based service resources. Contractors are service resources In this example, the contract manager is an Experience Cloud site user but not a service resource. The contracting mobile workers are service resources with Field Service Mobile licenses. This approach is best for you if it’s important for the scheduling engine to consider each worker’s schedule when making assignments. And you want contractor workers to view and update appointment details in the field, so you store individual worker details in Salesforce. In this model, your process looks like this: 1. The dispatcher shares the work order with the contractor manager. 2. In your site, the contractor manager uses the Book Appointment action to assign the associated service appointment to a mobile worker. 3. The mobile worker uses the mobile app. They can view their assignments and update the service appointment and work order status when the work is complete. Contractor managers are service resources In this example, the contractor manager is an Experience Cloud site user and a service resource. But the contractor manager tracks individual contracting mobile workers in a separate system. This approach works best when you don’t want to track individual worker details in Salesforce. The contractor manager is responsible for viewing and updating appointment details in the field. And you don’t need the scheduling engine to assign work based on different schedules for each contractor worker. When you use this model, your process looks like this: 1. The dispatcher assigns the service appointment to the contractor manager using their service resource record. 2. The contractor coordinates with the contractor team to complete the work. 3. After the service appointment is completed, the contractor updates the service appointment and work order status from your site. #### See Also - [Set Up Field Service in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.fs_set_up_communities.htm&release=264.0.0&type=5 "Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience Cloud site.") - [Define Capacity-Based Resources](https://help.salesforce.com/s/articleView?id=service.fs_define_resource_capacity.htm&release=264.0.0&type=5 "Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they aren’t overbooked during schedule optimization.") - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5 "Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.") <!-- document id=938865b493f16e67b40a6c3160def3e4acc2c33a28140984334bce71fdcb38d7 url=/admin/current/en-us/service/264-0-0/bots_service_cross_lingual_intent_guidelines.md --> # Guidelines for the Cross-Lingual Intent Model To improve performance for bots that use the cross-lingual model, review our best practices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Utterances Intents are built from conversational phrases called utterances. Utterances, also referred to as intent data, represent variations of customer input for an intent. - Write high-quality utterances that vary in word length and structure. Make sure you use multiple words in utterances. Utterance quality is more important than quantity for the cross-lingual intent model. Sample utterances for the intent “Check the status of an order”: - “What is the status of my order?” - “I’m checking up on my order, can you look up the status” - “I would like to know the status of an order I placed” - “Status of my order please” - Write utterances that clearly illustrate the customer’s goal or intention. Use actionable verbs, such as “look up,” “order,” and “update.” Include a noun that’s acted on, such as “order,” “password,” or “transactions.” For example, the utterance “I want to update my password.” - Make utterances short and to the point. We recommend keeping them under 150 characters. - We recommend including 1 to 20 utterances for each intent for your primary language. For secondary languages, add at least 1 utterance and iterate based on performance. - Include a similar number of utterances in each intent. - If you’re moving your bot from the original model to the cross-lingual model, review and revise your utterances so that they follow the utterance best practices. ## Intents Intents power your bot’s dialogs. If the model matches a customer’s input to an intent, the bot moves to the dialog associated with that intent. - Create distinct and focused intents. The model performs better when each intent-enabled dialog has different goals and utterances. Sample intents: - Distinct: “Order Status” and “Cancel Order” - Too similar: “Order Status” and “Order Related” - Too broad: “Manage Order” - When you can’t break down an intent any further, include utterances that vary in word length and structure. Sample utterances for the intent “End Chat”: - “I’m done for today, thanks” - “End chat” - “I have no further questions” - Test your intents and iterate with [bot training](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_training.htm&type=5&language=en_US). ## Troubleshooting - If the customer input doesn’t invoke the Confused dialog when expected, determine which intents are invoked incorrectly. Then revise those intents and their utterances to follow best practices. - If the customer input matches to the wrong intent, revise the correct and wrong intent to follow best practices. Remove low-quality utterances, including one-word utterances and similar utterances, and then retrain the model. <!-- document id=f3308aaa6736322a4a9c764aa75988d4a61b9cdeb7953e6a65d68050ab1ff178 url=/admin/current/en-us/service/264-0-0/fs_return_order_settings.md --> # Guidelines for Tracking Customer Returns Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Return orders are available in Lightning Experience, Salesforce Classic, the Salesforce mobile app, the Field Service mobile app for Android and iOS, and Experience Cloud sites built using Salesforce Tabs + Visualforce. Customers can initiate a return from a site, or call center reps can create return orders in response to a customer call or mobile worker request. ## Create Return Orders Create return orders from the Return Orders tab or the Return Orders related list on accounts, contacts, product requests, cases, orders, or locations. You can associate return orders with product requests, cases, accounts, contacts, orders, work orders, and more. This versatility lets you use return orders to track a wide range of return scenarios. It’s up to you to decide how return orders fit into your field service processes. For example, to minimize processing time, don’t associate return orders with product transfers. When you create a return order, add return order line items to track the specific items being returned or repaired. Each line item must list one or more of the following: product, product item, asset, product request line item, and order product. If you select more than one of these fields on a return order line item, make sure they all link to the same product. ## Common Return Order Scenarios Customer Returns When a customer wants to return a product, create a return order. Follow these guidelines. - On the return order: - If a customer case was created to address the return, select it in the Case field. - In the Source Location field, select the customer’s site where the product is located at the start of the return. You may need to leave this field blank if the customer’s site isn’t tracked as a location in Salesforce. - In the Destination Location field, select the inventory location where the item is returned for restocking, or the workshop where the item is salvaged or discarded. - In the Ship From address, enter the customer’s address where the product is at the start of the return. - On the return order line item: - To represent the items being returned, fill out one or more of the following fields: product, product item, product request line item, and order product. For customer returns, you’ll likely use the Asset or Order Product fields. For example, a customer of a hypothetical robotic arms company, Rockin’ Robotics, purchased a small hydraulic arm by mistake. To return it, they create a case from the customer site. The assigned call center rep creates a return order for the customer which lists the related order and order product. The call center rep then creates a product transfer to track the return of the arm to the warehouse. Upon its arrival, the on-site worker updates the quantity on the appropriate product item to indicate that the warehouse has gained a small hydraulic arm. Customer Repairs When a customer wants their product repaired or retrofitted, use a return order to track the repair and return of the product. Follow these guidelines. - On the return order: - Link the return order to related work orders in the Work Orders or Work Order Line Items related lists. Most repairs involve a work order that was created for the customer. - If a customer case was created to address the repair, select it in the Case field - In the Source Location field, select the customer’s site where the product is at the start of the return. You may leave this field blank if the customer’s site isn’t tracked as a location in Salesforce. - In the Ship From address, enter the customer’s address where the product is at the start of the return. - In the Destination Location field, select the workshop where the product is repaired. You can use product transfers to track the movement of the product to and from the workshop. - On the return order line items: - In the Repayment Method field, if the item will be returned to the customer after repair, select Return. - To represent the items being repaired, fill out one or more of the following fields: product, product item, product request line item, and order product. For customer repairs, you’ll likely use the Asset or Order Product fields. For example, a Rockin’ Robotics customer wants their eight-year-old hydraulic arm retrofitted to use the most current technology. They call Rockin’ Robotics and the support call center rep creates a work order to have the arm retrofitted. The call center rep then associates the work order with a return order that tracks the return of the arm to the Rockin’ Robotics Workshop. After the arm is retrofitted, the work order is marked complete and a product transfer is created to track the return of the arm from the workshop to the satisfied customer. Mobile Worker Returns When a product is requested for a field service job but ends up going unused for any reason, use a return order to track the return of the product to the supplier or an inventory location. Follow these guidelines: - On the return order - In the Product Request field, select the product request that the product was intended to fulfill. You can also associate the return order line items with the product request’s line items. - In the Account field, select the account that the product was intended for. - In the Source Location field, select the product’s location at the time of the creation of the return order. For example, a mobile worker’s service vehicle. - In the Destination Location field, select the product’s intended destination. For example, an inventory location such as a warehouse, or a supplier’s site. - In the Ship From address, enter the starting address of the return. - On the return order line items - If the return order lists a product request, select the relevant product request line item in the Product Request Line Item field. - If the return doesn’t involve reimbursement (which is likely), set the Repayment Method to None. - In the Processing Plan field, select Restock if the item is returning to your inventory. - To represent the items being returned, fill out one or more of the following fields: product, product item, product request line item, and order product. For mobile worker returns, you’ll likely use the Product Request Line Item, Product, or Product Item fields. If you select a product item, choose the product item that is associated with the product’s source location. - If needed, create an associated product transfer to track the transfer of the product from its current location back to your inventory. For example, to prepare for an on-site installation appointment, a Rockin’ Robotics mobile worker creates a product request for three large hydraulic arms. Upon arriving at the site, the worker learns that only two arms are needed. To return the unwanted arm to the main warehouse, the worker creates a return order with one line item that lists the arm in the Product field. After the arm is returned to the warehouse, the warehouse product item can be updated to reflect the change in inventory numbers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note While you can track the return of products to your inventory using only a product transfer, return orders let you add information about why the product is being returned. #### See Also - [Return Order Fields](https://help.salesforce.com/s/articleView?id=service.fs_return_order_fields.htm&release=264.0.0&type=5 "Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Create Report Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_reports.htm&release=264.0.0&type=5 "Create report types to track field service activity in your org. To take your reporting a step further, use the Field Service Analytics App.") <!-- document id=504431f9e1ac4459045bca7b9cd297a3ea874e842b6d0794713513c5c6e9401f url=/admin/current/en-us/service/264-0-0/fs_product_transfers.md --> # Guidelines for Transferring Inventory Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Associate Product Transfers with Product Requests Typically, you create product transfers in response to a product request. You also can create a series of product transfers to track the initial stocking of a new mobile worker's service vehicle. If a product transfer is fulfilling a product request, create one product transfer for each product request line item so that you can track the status of each part. The Product Transfers related list shows all product transfers associated with the request’s line items. And, product request line items have their own Product Transfers related list. ## Associate Product Transfers with Shipments To monitor inventory movement, create shipments and link them to product transfers. Shipments contain information about the products on board, the shipping carrier, and the expected delivery date. For example, you create a product request for 50 hammers and 40 boxes of nails at Warehouse C. The product request has two line items: one for hammers, and one for nails. To fulfill the request, your inventory manager creates two product transfers—one for each line item—that indicate that the hammers and nails are to be transferred from Warehouse B. The manager creates a shipment to track the transfer and then enters it in the Shipment field on both product transfers. The product request shows the related product transfers. You can associate a shipment with multiple product transfers in the Product Transfers related list. A shipment’s product transfers can each be related to different product request line items from one or more product requests. ## Update or Delete Product Transfers If a product transfer isn't marked received, you can edit it normally. You can't update received transfers, but you can delete them. When you delete a transfer: - The Quantity on Hand of the source and destination product items reverts to the pretransfer quantity. - Product item transactions with a transaction type of Adjusted are added to the source and destination product items. ## Transfer Serialized Inventory For higher-value inventory such as computers, you can create one product item record per item so that you can record each item’s serial number on the product item record and then track the item’s movement. Product transfers for serialized product items is in beta and is permitted only if you enroll in the beta program. When a product transfer for a serialized product item is marked received, the product item’s location automatically updates to reflect the transfer. This functionality has these limitations: - The Location field on serialized product items can’t be updated manually. - When a product transfer associated with a serialized product item is marked received, no product item transaction is created. - Partial transfers of serialized product items aren’t permitted. A product transfer whose source product item is serialized can be marked received only if the product transfer’s Quantity Sent and Quantity Received are equal to the product item’s Quantity On Hand. ## Mark Product Transfers Received Selecting **Received** on a product transfer indicates that the items were added to the inventory at their destination. Marking a product transfer prompts these actions. - **Product items are updated or created.** Product items track the quantity of a particular product at a particular location. For example, a product item can represent all the hammers at Warehouse A. When a product is transferred from one location to another, the quantity at the source location decreases to reflect the transfer. - If there's a product item for the transferred products that are stored at the destination, the quantity increases to reflect the transfer. - The first time that a product is stored at the location, a product item is automatically created that reflects the quantity transferred there.For example, if Service Van B never contained hammers, there's no hammer product item record at Service Van B. When hammers are transferred to Service Van B, a product item is created that shows the number of hammers transferred. - **Product item transactions are created.** When you mark a transfer received, a product item transaction with a type of Transferred is created to represent the increase in stock at the destination. If a source location or source product item is specified, a second transaction is created to represent the decrease of stock at the source. The first transaction’s quantity is positive because stock is added; the second transaction’s quantity is negative. These transactions appear in the Product Item Transactions related list on the related product transfer, source product item, and destination product item so that you can quickly review past transactions at your inventory locations. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Warehouse A has 100 hammers in stock. Your new mobile worker, Jessica, has her service van, and you created a location to represent the van in Salesforce. You create a product transfer to track the transfer of five hammers from Warehouse A to Jessica’s van. Because Jessica’s van contains no hammers, selecting Received on the transfer causes these events. - The quantity on the existing product item for hammers stored at Warehouse A decreases from 100 to 95 - A second product item is created that has these settings: - Product: Hammer - Quantity: 5 - Location: Jessica’s Van - A product item transaction is created for the hammer product item with a transaction type of Transferred and a quantity of 5. #### See Also - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") <!-- document id=23cb2baf16799e1bd6397eae4c200178f612e71688f5cfb820b2f333f5c24413 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_sidebar.md --> # Guidelines for Using the Lightning Knowledge Component The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Knowledge component is automatically added to your sample Lightning Service Console. You can add the Knowledge component to a custom Lightning console app. Add the Knowledge component to your console's Lightning pages using the Lightning App Builder. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Knowledge component isn’t limited to the console—you can add it to apps with standard navigation, too. Add the Knowledge component to a record's page using the Lightning App Builder. The Knowledge component helps support reps quickly find relevant Knowledge articles for their cases. It also helps perform some basic actions, such as attaching an article to a case. - Article Suggestions Suggest relevant articles to support reps right in the Knowledge component. Choose between two article suggestion tools: - [Suggested Articles](https://help.salesforce.com/articleView?id=cases_suggest_articles.htm&language=en_US) uses keyword-based search to find relevant articles. It’s automatically enabled when Lightning Knowledge is enabled. - [Einstein Article Recommendations](https://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm&language=en_US) analyzes past cases and case-article attaches to find relevant articles. It relies on AI features like term overlap, and continually refines its recommendations based on support rep feedback and new case data. Articles don’t need any special tags, data categories, or metadata to be recommended. When it’s activated, all Lightning Knowledge users see article recommendations.Suggested articles are delivered right to the Knowledge component, so support reps can find relevant articles without running a search. Suggested articles are automatically enabled when Lightning Knowledge is enabled. To show intelligent article suggestions based on historical case and article data, turn on Einstein Article Recommendations. - Search and Sort Your Results To search knowledge articles, use the search box in the component. You can also use Advanced Search for pre-filtering to narrow the search results you see. To sort your search results, click the sort icon and select a sort option from the list. You can sort your search results by relevance, publish date (for published articles), last modified date (for article drafts), A to Z, and Z to A. Sorting doesn’t apply to suggested articles. By default, articles are sorted by relevance. If you go back to the suggested articles or go to a new case, the sort order is reset to relevance. - Attach and remove articles in the Knowledge Component Support reps can attach Knowledge articles to cases and remove articles from cases using the dropdown next to any article. - Follow and Unfollow with the Knowledge Component Support reps can follow and unfollow an article from the component using the dropdown next to the article. Following articles helps support reps save articles that they want to read later. Administrators, support reps, and internal employees with read access to Knowledge can follow articles, and they can follow articles in any state, such as published or draft. To let Knowledge users follow and unfollow articles, enable feed tracking in **Setup** | **Chatter** | **Feed Tracking**. - Share articles in Case Emails and Other Channels Help customers by inserting article text into emails, social posts, and conversations. Or, insert article links from your Salesforce Sites and Experience Cloud sites. When you perform an action in the Knowledge component, the service console refreshes all the components in the console. #### See Also - [Set Up Knowledge Component Actions](https://help.salesforce.com/s/articleView?id=service.knowledge_send_articles.htm&release=264.0.0&type=5 "Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites.") <!-- document id=3a89a5d05583dbeba1c05e6a9a84d88c5b84ab6b80cfa7a83e20cc23bf316b9e url=/admin/current/en-us/service/264-0-0/pfs_manage_opt_conflicts_guidelines.md --> # Guidelines for Using the Scheduling Policy Commit Mode Define what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Various conflicts can occur in the schedule during an optimization run. For example, while optimization is running, a dispatcher pins a service appointment, a customer cancels an appointment at the last minute, or an emergency service appointment is created and scheduled automatically. These actions can result in discrepancies between the schedule at the start of optimization and the schedule upon completion. If a scheduling change during optimization creates scheduling conflicts, you can commit the optimization recommendations despite the conflicts or roll back to the original schedule without making any changes. - Always Commit (default for Salesforce orgs created before Summer ’23): If a user tries to make a potentially conflicting change to the schedule while optimization is in progress, a message is shown to warn the user that their change can conflict with the optimization results, but lets them opt to save the change. If the conflicting change is made by automation or a user outside of the Classic Dispatch Console, no message is shown. - Rollback (default for Salesforce orgs created from Summer ’23): If a potentially conflicting change is made to the schedule for the dates being optimized—with a buffer day before and after—don’t complete the optimization. This choice is a conservative scheduling option that helps you avoid possible conflicts. For example, if you begin a scheduled job to optimize from April 2 to April 5, changes made to the April 1 to April 6 schedule cause the optimization to be rolled back. Changes include creating and deleting resource absences and service appointments, any resource absence updates, and updates to the service appointment assigned resource, Scheduled Start or Scheduled End. The default when you’re using Enhanced Scheduling and Optimization is Rollback, but consider selecting Always Commit during global optimization. Rollback is recommended with in-day optimization schedule policies due to a high chance of conflicts. During night-optimization, where conflicts are limited, consider selecting Always Commit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In rare cases, a service appointment can incorrectly have two assigned resources even if the scheduling policy is set to Rollback. This can occur if a dispatcher manually assigns a service appointment on the Gantt at the exact same time an optimization request is about to commit its results. The rollback check (which looks for Gantt changes) can finish right before the manual drag-and-drop action completes. Because the check detects no change at that moment, the rollback isn't triggered, and the optimization results are committed, resulting in the duplicate assignment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization updates the Service Appointment and its related Assigned Resource as separate operations within the same request. Because these updates aren't all-or-none, a failure during the Assigned Resource operation doesn't roll back changes already saved to the Service Appointment. As a result, a service appointment can display updated Scheduled Start and Scheduled End times, but retain an incorrect status or lack an assigned resource. Optimization doesn't update the appointment Status field directly. Status updates occur only when an assigned resource record is created or deleted. If the assigned resource operation fails, the status remains unchanged (for example, the status stays as None despite the appointment having scheduled times). Optimization records an error on the Optimization Request when an assigned resource update fails. A common cause for such an error is the Custom logic on the Assigned Resource object—such as a validation rule, record-triggered flow, or Apex trigger—which blocks the assignment record from being created, updated, or deleted. To resolve this issue: Open the affected Optimization Request record and review the error message details. Check the active validation rules, flows, and Apex triggers on the Assigned Resource object for conditions that block record operations. Manually update or correct the affected Service Appointment records, and rerun optimization if necessary. Here are examples of potentially conflicting schedule changes and what happens depending on the selected Commit Mode. | Scenario | Always Commit | Rollback | | --- | --- | --- | | The dispatcher pins a service appointment while an optimization request is running (the Pinned checkbox on the service appointment is selected). | The pinned service appointment remains in its place. An overlap can occur with another service appointment if optimization had planned to move the pinned appointment to schedule another job in place of it. | The pinned service appointment remains in its place. An overlap can occur with another service appointment. | | The status of a service appointment is updated. | The schedule is updated. The service appointment can move to another time and resource as per the optimization results. The status remains unchanged from the latest update. | The optimization result is committed. | | A service appointment is created and scheduled. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | The dispatcher schedules an appointment that is currently unscheduled. | During optimization, the optimization run overrides the dispatcher's decision and assigns the appointment to the service resource suggested by the engine (commits the recommended solution). | No changes are made to the schedule. | | A scheduled service appointment is canceled. | If a scheduled service appointment is canceled during an optimization run, the service appointment remains canceled and doesn't appear on the Gantt. | No changes are made to the schedule. | | A scheduled service appointment is unscheduled. | The schedule is updated as per the optimization results. | No changes are made to the schedule. | | Optimization tries to schedule a service appointment and the unscheduled appointment is canceled. | Scheduled Start and Scheduled End times are added to the service appointment. No assigned resource is added to the service appointment. | No changes are made to the schedule. | | A resource absence is created within the optimization horizon. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | A resource absence is updated within the optimization horizon. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | A resource absence is deleted within the optimization horizon. | The schedule is updated as per the optimization results. | No changes are made to the schedule. | | A scheduled service appointment is rescheduled to another time (the Scheduled Start Time or Scheduled End time, or both, is updated). | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | | A scheduled service appointment is rescheduled to another service resource (Assigned Resource is updated). | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | | The Arrival Window Start time of a service appointment or Arrival Window End time, or both, is updated. | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.") <!-- document id=d4397dc888b212345aa485da8795014bea08ca4e30f71a31e6a45b3645a631ad url=/admin/current/en-us/service/264-0-0/wfs_config_scheduling_field_commit_guide.md --> # Guidelines for Using Workforce Scheduling Commit Mode Learn what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process, and how the system behaves depending on the selected Commit Mode. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Various conflicts can occur in the schedule during an optimization run. For example, while optimization is running, a dispatcher pins a service appointment, a customer cancels an appointment at the last minute, or an emergency service appointment is created and scheduled automatically. These actions can result in discrepancies between the schedule at the start of optimization and the schedule upon completion. If a scheduling change during optimization creates scheduling conflicts, you can commit the optimization recommendations despite the conflicts or roll back to the original schedule without making any changes. Always Commit If a user tries to make a potentially conflicting change to the schedule while optimization is in progress, a message is shown to warn the user that their change can conflict with the optimization results, but lets them opt to save the change. If the conflicting change is made by automation or a user outside of the Operations Console, no message is shown. Rollback If a potentially conflicting change is made to the schedule for the dates being optimized—with a buffer day before and after—don’t complete the optimization. This choice is a conservative scheduling option that helps you avoid possible conflicts. For example, if you begin a scheduled job to optimize from April 2 to April 5, changes made to the April 1 to April 6 schedule cause the optimization to be rolled back. Changes include creating and deleting resource absences and service appointments, any resource absence updates, and updates to the service appointment assigned resource, Scheduled Start or Scheduled End. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note In rare cases, a service appointment can incorrectly have two assigned resources even if the scheduling policy is set to Rollback. This can occur if a dispatcher manually assigns a service appointment on the Gantt at the exact same time an optimization request is about to commit its results. The rollback check (which looks for Gantt changes) can finish right before the manual drag-and-drop action completes. Because the check detects no change at that moment, the rollback isn’t triggered, and the optimization results are committed, resulting in the duplicate assignment. Each optimization type has its own org-wide default Commit Mode: - Global Optimization defaults to Always Commit, because global runs are typically overnight when concurrent changes are rare and partial improvements are usually preferable to no change. - In-Day Optimization defaults to Rollback, because in-day runs happen during the working day when concurrent changes are likely, and rolling back protects the schedule from conflicts. - Resource Schedule Optimization (RSO) defaults to Rollback, because RSO covers a single resource’s day and rolling back on any concurrent change keeps the resource’s schedule consistent. You select the Commit Mode for each optimization type from Setup, under Scheduling and Optimization. Here are examples of potentially conflicting schedule changes and what happens depending on the selected Commit Mode. | Scenario | Always Commit | Rollback | | --- | --- | --- | | The dispatcher pins a service appointment while an optimization request is running (the Pinned checkbox on the service appointment is selected). | The pinned service appointment remains in its place. An overlap can occur with another service appointment if optimization had planned to move the pinned appointment to schedule another job in place of it. | The pinned service appointment remains in its place. An overlap can occur with another service appointment. | | The status of a service appointment is updated. | The schedule is updated. The service appointment can move to another time and resource as per the optimization results. The status remains unchanged from the latest update. | The optimization result is committed. | | A service appointment is created and scheduled. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | The dispatcher schedules an appointment that is currently unscheduled. | During optimization, the optimization run overrides the dispatcher’s decision and assigns the appointment to the service resource suggested by the engine (commits the recommended solution). | No changes are made to the schedule. | | A scheduled service appointment is canceled. | If a scheduled service appointment is canceled during an optimization run, the service appointment remains canceled and doesn’t appear on the Gantt. | No changes are made to the schedule. | | A scheduled service appointment is unscheduled. | The schedule is updated as per the optimization results. | No changes are made to the schedule. | | Optimization tries to schedule a service appointment and the unscheduled appointment is canceled. | Scheduled Start and Scheduled End times are added to the service appointment. No assigned resource is added to the service appointment. | No changes are made to the schedule. | | A resource absence is created within the optimization horizon. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | A resource absence is updated within the optimization horizon. | The schedule is updated as per the optimization results. An overlap can occur with another service appointment. | No changes are made to the schedule. | | A resource absence is deleted within the optimization horizon. | The schedule is updated as per the optimization results. | No changes are made to the schedule. | | A scheduled service appointment is rescheduled to another time (the Scheduled Start Time or Scheduled End time, or both, is updated). | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | | A scheduled service appointment is rescheduled to another service resource (Assigned Resource is updated). | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | | The Arrival Window Start time of a service appointment or Arrival Window End time, or both, is updated. | The service appointment moves to another time or service resource, or both, as per the optimization results. | No changes are made to the schedule. | #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") <!-- document id=ac2b5bc69e23cb98016523c11f8d397fe9e0f11b17002bebe883054056ed77e0 url=/admin/current/en-us/service/264-0-0/cases_edit.md --> # Guidelines for Working with Cases A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d166334e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166334e55 ">To view cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166334e55 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166334e55 ">To update cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166334e55 ">Edit on cases</td> </tr> </tbody> </table> ## Updating Cases - When you change a contact, the account doesn’t update to the contact’s account, but you can edit the account yourself. - Contacts who are portal users can only view cases associated with the account on their contact record. - When you change an account, manual shares on a case are deleted for users who don’t have read access on the new account. - When support reps check Escalated in case details, an arrow icon appears before the subject. The icon shows in the highlights panel, list view, and compact preview modal, so that support reps know the escalation status at a glance. - If set up, select **Send notification email to contact** to let the contact know that you’ve updated the case. An email is sent only if you have access to the contact. - If set up, select **Assign using active assignment rules** to reassign a case using an assignment rule. If the case doesn’t match rule criteria, it’s reassigned to your organization’s default case owner. - If set up, click **Sharing** to share a case with other users, groups, or roles. - If set up, close a case by selecting Closed under Status. Otherwise, click **Close Case** and change any fields as needed. If knowledge article submissions are set up, click **Save and Create Article** to store information that would help others close similar cases. When the draft article you submit is published, it’s attached to the case and available in the knowledge base for easy reference. - If set up, a Web-to-Case Information section lists information entered by the customer who created the case from a website form. - The Manage Cases app permission is required to edit, delete, transfer, and create cases, and contains the Edit Case, Delete Case, Transfer Cases, and Create Case permissions. If any of the individual permissions are removed from a profile or permission set, the Manage Cases app permission is disabled. ## Using Case Related Lists - To reply and work with cases created from Email-to-Case, use the Emails related list. - To view the required steps in a support process or to add the date of a completed milestone, use the Case Milestones related list. - To add files to a case, drag them onto the Files or Attachments related list. You can only drag files in Lightning Experience. - To find articles from your organization’s knowledge base to help solve a case, use the Articles related list. To initiate a search, type keywords. Attach relevant articles to the case to track solutions and help others solve similar cases. Attached articles appear on the related list. If you create a draft article while closing a case, the article appears on the related list after the draft article is published. - To find solutions (version 1.0 of articles) to help solve a case, use the Solutions related list. If solution categories are set up, choose them to refine your search, along with keywords. If suggested solutions are set up, click **View Suggested Solutions** to see relevant solutions. The solutions are suggested based on relevancy and case similarity. ## Reporting on Cases - On the Reports tab, the Support Reports folder includes such case reports as case history, cases created, created by agent (service rep), and which agents own open cases. - You can also create your own customized case reports on the Reports tab. For example, create a report to view a list of open cases sorted by priority. ## Replying to Cases from Chatter Answers (Not Available in Lightning Experience) - To reply to a case converted from a question on a web site, type your response in the Chatter-like feed, and click **Answer Customer**. Your response is tracked on the Case Comments related list. - Case comments marked Public display as private messages from customer support in Chatter Answers. They don’t display to the entire site. For example, if a support rep adds a public case comment, it displays only to the case’s contact private messages in Chatter Answers. Support reps can read all private and public case comments. #### See Also - [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.") - [Case History](https://help.salesforce.com/s/articleView?id=service.case_history.htm&release=264.0.0&type=5 "The Case History related list on a case detail page tracks the changes to the case. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the case are not tracked in the case history.") - [What’s a Case Team?](https://help.salesforce.com/s/articleView?id=service.caseteam_def.htm&release=264.0.0&type=5 "A case team is a group of people that work together to solve cases. For example, a case team can include support reps, support managers, and product managers.") - [Assign Cases](https://help.salesforce.com/s/articleView?id=service.cases_assign.htm&release=264.0.0&type=5 "You can assign cases to users or queues in various ways.") - [Working with Case Emails in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.cases_email.htm&release=264.0.0&type=5 "Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.") - [View the Case Milestones](https://help.salesforce.com/s/articleView?id=service.cases_milestones.htm&release=264.0.0&type=5 "The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process.") <!-- document id=090fccce0abaf4ebfc83376fbeffdddf50fd4f8db5f3fe98f411b82f53550659 url=/admin/current/en-us/service/264-0-0/service_contracts_line_item_creating.md --> # Guidelines for Working with Contract Line Items Contract line items are products covered by a service contract. Learn how to perform basic actions on contract line items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d171562e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">To add contract line items to service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 "> <p>Edit on service contracts </p> <p>AND</p> <p style="margin-bottom:0;">Create on contract line items and Read on products and price books</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">To view contract line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">Read on contract line items AND Read on products and price books</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">To edit contract line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">Edit on contract line items AND Read on products and price books</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">To delete contract line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d171562e58 ">Delete on contract line items AND Read on products and price books</td> </tr> </tbody> </table> Viewing Contract Line Items To view a contract line item, navigate to the service contract that covers it. The Contract Line Items related list shows all the line items associated with a service contract. Click the contract line item to view its associated entitlements, history, and more. In the Salesforce app, contract line items can be edited and deleted, but not created. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t create custom list views for contract line items. Digital Experience: To view the Contract line item related list on the Service contract, give Profile access to the Contract line item object to your Experience Cloud Site Members. You can clone the existing standard Experience Cloud Site profile, give the access to the object Contract Line Items, and associate the cloned profile to the Experience Cloud Site. Then your users can access the Contract line item related list in the community. Profiles: - Customer Community Plus - Customer Community Plus Login - LimitedCustomerPortalMgrStandard - LimitedCustomerPortalMgrCustom - CustomerPortalUser - CustomerPortalManager - CustomerPortalManagerStandard - CustomerPortalManagerCustom - OverageCustomerPortalStandard - OverageCustomerPortalCustom - HighVolumePortal Adding Contract Line Items to a Service Contract You can add line items to a service contract from the Contract Line Items related list on the service contract’s detail page. In Lightning Experience, you can add or edit multiple line items at once. 1. In the Contract Line Items related list, click **Add Line Item** in Salesforce Classic or **Add Line Items** in Lightning Experience. 2. Select a price book if prompted. If only the standard price book is activated, it’s automatically assigned to the service contract. 3. Select one or more products from the list or search for a product and then click the product name. 4. Enter the attributes for each product. Your admin can customize the fields for your business. 5. Enter the Sales Price for each product. The Sales Price defaults to the List Price specified in the price book assigned to the opportunity. If your user permissions allow it, you can override this value. For example, you want to give a discount. 6. Enter the number of products at this price in the Quantity box. 7. Save your changes. A contract line item is created for each selected product. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To customize the fields that appear in the mass-create and mass-edit windows in Lightning Experience, update the search page layout for price book entries and the multi-line page layout for contract line items in Setup. Deleting Contract Line Items You can delete contract line items from the contract line item’s detail page or the Contract Line Items related list on a service contract. Deleting a contract line item moves it to the Recycle Bin. Any notes, attachments, or activities associated with the contract line item are also deleted. If you undelete the contract line item, the associated items are undeleted. Sharing Contract Line Items You can’t share contract line items. Sharing for contract line items is inherited from service contract sharing. For example, users with Read permission on service contracts inherit Read permission on contract line items. #### See Also - [Contract Line Item Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_fields.htm&release=264.0.0&type=5 "Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") <!-- document id=8d41f1fe590e9c949415ba6900068ce8772769359ef0ea100208fd194bf8d77c url=/admin/current/en-us/service/264-0-0/entitlements_creating.md --> # Guidelines for Working with Entitlements Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Viewing Entitlements You can view entitlements on the Entitlements tab or the Entitlements related list on: - Accounts - Assets - Contacts ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the Entitlements related list isn’t available on Contacts. - Service contracts To view entitlements that are associated with a particular account, contact, asset, or service contract, go to the Entitlements related list on the record. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Depending on how your Salesforce admin set up entitlements, your console app can include the Entitlements tab. In the console, you can view and edit entitlements and their associated records in one place. Creating Entitlements You can create and edit entitlements from the Entitlements tab or the Entitlements related list on accounts, assets, or service contracts. Your business can have its own processes for how to link entitlements to customers in Salesforce. The simplest approach is to create an entitlement on the customer’s account via the Entitlements related list. Then, use the entitlement for every contact on the account. Keep in mind that when you create a contact on an account, the contact doesn’t automatically inherit an entitlement from the account. Your admin can set up automation that creates an entitlement for new contacts on an account. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - You can add existing entitlements to contacts or products, but you can’t create entitlements from a contact or product record. - Click **Clone** on an entitlement to quickly create an entitlement from an existing one. Deleting Entitlements You can delete entitlements on the entitlement’s detail page, the Entitlements related list, or the Entitlements tab. Deleting an entitlement moves it to the Recycle Bin. Any notes, attachments, or activities associated with the entitlement are also deleted. If you undelete the entitlement, the associated items are undeleted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - You can’t delete an entitlement that’s associated with a case or work order. - If a roll-up summary field has been added to the Contact object that counts related entitlement contacts, you can’t delete entitlements with contacts. To delete an entitlement with a contact in this scenario, either delete the related entitlement contact records first, or remove the roll-up summary field from the Contact object. Sharing Entitlements You can’t share entitlements. Entitlements use the same sharing model as the account they’re associated with. To update an entitlement, you need Read access on the parent account. Associating a customer with an entitlement doesn’t share the entitlement with them. For customers to be able to see their entitlements, entitlements must be set up in your external experience. #### See Also - [Verify Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5 "Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order.") - [Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5 "Learn useful terms related to entitlement features in Salesforce.") - [Entitlement Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_fields.htm&release=264.0.0&type=5 "Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=20ae474d181547cdd76cae77b949985ff38d0ee8d93b867a520fb291cd750989 url=/admin/current/en-us/service/264-0-0/fs_multiple_maintenance_schedule_guidelines.md --> # Guidelines for Working with Maintenance Work Rules With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance work rule settings affect work order generation. ## Number of Maintenance Work Rules Per Maintenance Plan We recommend that there are no more than the equivalent of 2,000 maintenance work rules per maintenance plan. The number of maintenance work rules on a maintenance plan is the sum of: - the number of maintenance work rules on maintenance assets. - the equivalent number of maintenance work rules on maintenance assets derived from the maintenance plan for maintenance assets without maintenance work rules. ![Number of Maintenance Work Rules Per Maintenance Plan](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Number of Maintenance Work Rules Per Maintenance Plan A maintenance plan has ten maintenance assets. The maintenance plan has three maintenance work rules. Two of the maintenance assets have maintenance work rules, one has one rule and the other two. The number of equivalent maintenance work rules is as follows: - Maintenance work rules on maintenance assets: 1 + 2 = 3 - Maintenance work rules derived from the maintenance plan: 8 (maintenance assets without maintenance work rules) \* 3 = 24 This configuration gives an equivalent work rule count of 27. We recommend no more than 5 maintenance work rules per maintenance plan and no more than 5 maintenance work rules per maintenance asset. ## Understanding Work Order Generation You can generate work orders from information on the maintenance plan alone. Or you can generate work orders from information on the maintenance plan and the maintenance work rules associated with the maintenance plan or its assets. The following table illustrates the differences in how these two approaches generate work orders automatically and manually. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e86">Recurrence scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e89">Maintenance plan without maintenance work rules</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e92">Maintenance plan without maintenance work rules</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e95">Maintenance plan with maintenance work rules</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e98">Maintenance plan with maintenance work rules</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Generation mode</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">Rolling</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">Batch</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Rolling</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">Batch</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Date range that determines eligible for work order generation</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 "><strong class="uicontrol">Date of first work order in the next batch</strong> in the range of today minus <strong class="uicontrol">Generation Time Frame</strong> to the first of today plus <strong class="uicontrol">Generation Horizon</strong> or maintenance plan <strong class="uicontrol">End Date</strong>.</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 "><strong class="uicontrol">Date of first work order in the next batch</strong> is before maintenance plan <strong class="uicontrol">End Date</strong>.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 "><strong class="uicontrol">Date of first work order in the next batch</strong> in the range of today minus <strong class="uicontrol">Generation Time Frame</strong> to today plus <strong class="uicontrol">Generation Horizon</strong> plus <strong class="uicontrol">Generation Time Frame</strong>, as long as this range is before the maintenance plan <strong class="uicontrol">End Date</strong> </td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 "><strong class="uicontrol">Date of first work order in the next batch</strong> is before maintenance plan <strong class="uicontrol">End Date</strong>.</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Last possible suggested maintenance date that work orders are generated for</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 "><strong class="uicontrol">The earliest of Date of first work order</strong> in the next batch plus <strong class="uicontrol">Generation Time Frame</strong> or maintenance plan <strong class="uicontrol">End Date</strong>. </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 "><strong class="uicontrol">The earliest of Date of first work order</strong> in the next batch plus <strong class="uicontrol">Generation Time Frame</strong> or maintenance plan <strong class="uicontrol">End Date</strong>. </td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Today plus <strong class="uicontrol">Generation Horizon</strong> plus <strong class="uicontrol">Generation Time Frame</strong>.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">The earliest of <strong class="uicontrol">Date of first work order in the next batch</strong> plus <strong class="uicontrol">Generation Time Frame</strong> or maintenance plan <strong class="uicontrol">End Date</strong>.</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Last day in the generation window</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">Work orders generated can include the last day.</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">Work orders generated can include the last day.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Work orders generated exclude the last day.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">Work orders generated exclude the last day.</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "><strong>Generation approach</strong>, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5">Batch Versus Rolling Generation</a></td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">Batch window</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">Batch window</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Rolling window</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">Batch window</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Automatic generation upon work order completion</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">Yes</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">N/A</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Yes</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">N/A</td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Respects sort order</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">N/A</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">N/A</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 "> <p>If <strong class="uicontrol">Generate new batch upon completion</strong> isn’t selected, then <strong class="uicontrol">Sort Order</strong> is respected.</p> <p>If <strong class="uicontrol">Generate new batch upon completion</strong> is selected, then maintenance work rules associated with the last incomplete work orders or work order line items aren’t considered when evaluating sort order.</p> <p style="margin-bottom:0;">See also, <a href="https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5">Automatic generation example</a> in Sort Order and the Generate New Batch Upon Completion Setting.</p> </td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 "> <p>Yes. except when the <strong class="uicontrol">Date of first work order in the next batch</strong> values are offset. </p> <p style="margin-bottom:0;">See also, <a href="https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5">Manual generation example</a> in Sort Order and the Generate New Batch Upon Completion Setting.</p> </td> </tr> <tr class=""> <td data-label="Recurrence scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e86 "> <strong>Work Order Generation Limit Enforcement</strong> </td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e89 ">Generates up to 2,600 work orders and advises of limit enforcement in a Chatter message.</td> <td data-label="Maintenance plan without maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e92 ">Show an online error message and doesn’t generate any work orders.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e95 ">Sends a Chatter notification and doesn’t generate any work orders.</td> <td data-label="Maintenance plan with maintenance work rules" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e98 ">Sends a Chatter notification and doesn’t generate any work orders.</td> </tr> </tbody> </table> The following diagram shows how work orders are created in rolling generation versus batch generation. ![automatic versus manua work order generation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_mwr_auto_vs_manual.png) ![Rolling Generation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Rolling Generation The following diagram shows the generation of work orders for an asset that has **Generate new batch upon completion** set, **Generation Timeframe** set to 6 months and maintenance work rules for: - Major maintenance to be performed every six months - Minor maintenance to be performed every two months, but skipped when major maintenance is performed When the major maintenance for July 2021 is then delayed by 7 months, the work order for the major maintenance in January 2022 isn’t generated. Instead the work order for the minor maintenance is created. Before the major maintenance for July 2021 is completed, the generation window opens for July 2022 and generates work orders for the minor maintenance. When the major maintenance is completed, its maintenance work rule becomes eligible in the next generation window and the work order for the major maintenance in July 2022 is generated. After this, assuming work orders are completed on time, the schedule generates as expected. ![Work order generation delayed by unfinished work order](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_order_gen_delayed.png) ![Batch Generation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Batch Generation Take a maintenance work rule recurring monthly for 12 months. The first maintenance work rule starts on 7/1 and has a sort order of 1 and the second maintenance work rule starts on 8/1 with a sort order of 2. From 7/1/2020 to 6/1/2021 only the first maintenance work rule, because of its lower sort order number, generates work orders. But on 7/1/2021, the second maintenance work rule generates work orders when the first maintenance work rule is no longer attempting to generate work orders. ## Batch Versus Rolling Generation In batch generation, work orders are generated for the asset’s generation timeframe and then not considered for generation again until the generation timeframe has passed. The **Generation Horizon** and **Generation Upon Completion** features aren’t available for batch generation. In rolling window generation, when work order generation runs it creates work orders according to the recurrence pattern for eligible maintenance work rules from the current date to the current date plus the generation horizon plus the generation timeframe. By default, manual and automatic work order generation use a rolling window for calendar-based preventive maintenance. You can still opt to use a batch window to create work orders manually for calendar-based maintenance plans. However, that option doesn’t support advanced features such as **Generation Horizon** and **Generation Upon Completion**. To generate work orders using a batch window, go to Field Service Settings and select **Use batch generation to create work orders manually**. In the following diagram, the generation timeframe is 6 months and the generation horizon is 0 days. The blue bar represents the batch generation window. The start of the blue bar is when auto generation runs. Not all generation events are shown, automatic generation runs 3 times daily. ![Work orders generated in a fixed batch](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_order_gen_fixed.png) ## Eligible Maintenance Work Rules Eligible maintenance work rules are rules whose date of first work order in the next batch is between: - the current date minus the generation time frame and - the current date plus the generation time frame plus the generation horizon. If an eligible maintenance work rule's date of first work order in the next batch is earlier than the current date, generation doesn’t create work orders for the period between the date of the first work order in the next batch and the current date. Maintenance work rules whose date of first work order in the next batch is earlier then the current date minus the generation time frame will start generating work orders when the date of first work order in the next batch is updated to fall into the eligible date range. ![Work orders generated in a rolling window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_order_gen_rolling.png) For example, take the case where today is 1/8 and a maintenance work rule has a generation time frame of 10 days and generation horizon of 8 days: - If the date of first work order in the next batch is 1/11, the maintenance work rule is eligible for generation and work orders following the recurrence pattern are generated from 1/11 to 1/26. - If the date of first work order in the next batch is 1/1, the maintenance work rule is eligible for generation and work orders following the recurrence pattern are generated from 1/8 to 1/26. - If the date of first work order in the next batch is 12/15, then no work orders are generated because 12/15 is before today's date minus the generation timeframe that is 1/8 minus 10 days giving 12/29. ## Understanding Work Order Recurrence A recurrence pattern determines how often maintenance visits are scheduled based on the maintenance plan. To create a maintenance schedule, you can use a maintenance work rule on the maintenance asset or maintenance plan, or you can use the frequency fields on the maintenance plan. Additionally, if you need more flexibility to meet your work order generation needs, define RRULE in the API to create a highly customized schedule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We’ve started the process for retiring the maintenance plan frequency fields. Update your maintenance plans to take advantage of maintenance work rules instead. [Learn more](https://help.salesforce.com/s/articleView?id=000393359&type=1&language=en_US) When a work order is scheduled, the recurrence frequency is determined in this order: _**Maintenance asset maintenance work rules > Maintenance plan maintenance work rules > Maintenance plan frequency fields**_ Maintenance work rules on the maintenance asset override any recurrence defined on the maintenance plan. If there are no maintenance work rules defined for the maintenance asset, the maintenance work rules on the maintenance plan are used to set the recurrence. If there are no maintenance work rules defined on the maintenance asset or maintenance plan, then the frequency fields on the maintenance plans are used to define the recurrence pattern. ![Recurrence Hierarchy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Recurrence Hierarchy There’s a maintenance plan with 2 maintenance assets (MA). The maintenance work rules (MWR) are defined as: - The maintenance plan has MWR1 - MA1 has no MWR - MA2 has MWR2 MA1 uses MWR1 (inherits from the maintenance plan). MA2 uses MWR2 (overrides what's on maintenance plan). ## Using MONTHDAY The RRULE property MONTHDAY allows you to schedule an event that occurs monthly on a specific date. For example, you can use the MONTHDAY property to generate work orders on the first of every month: ``` “FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=1;” ``` While generating work orders on the first of every month is straightforward, generating work orders on the 31st of every month requires you to specify additional RRULE properties. To generate work orders on the 31st of every month, you could use this RRULE: ``` “FREQ=MONTHLY;INTERVAL=1;BYMONTHDAY=31;” ``` However in Salesforce, that RRULE generates work orders on the last day of every month: Jan 31, Feb 28, Mar 31, April 30, May 31, June 30, July 31, Aug 31, Sep 30, Oct 31, Nov 30, Dec 31. In the API, you can specify additional properties in your RRULE to produce work orders only for months with 31 days: ``` FREQ=MONTHLY;COUNT=30;INTERVAL=1;WKST=MO;BYMONTH=1,3,5,7,8,10,12;BYMONTHDAY=31 ``` This RRULE ensures that work orders are only generated on Jan 31, Mar 31, May 31, Jul 31, Aug 31, Oct 31, Dec 31. ## Date of the First Work Order in the Next Batch and Maintenance Work Rule Alignment If the entered Date of first work order in the next batch doesn’t match the RRULE pattern, the system uses the earliest date in the current month or later that matches the RRULE and is within the generation time frame. It’s possible that a date matching the RRULE in the current month isn’t within the generation time frame, as shown in most of the following examples. For example, if the RRULE is set to generate work orders on the first day of every other month, with a generation time frame of 2 months, and today is 8/19/2020 the following occurs: | Entered **Date of first work order in the next batch** | Earliest date in the current month according to the RRULE | Suggested maintenance date of work orders or work order line items generated | | --- | --- | --- | | 8/19, meaning today | 8/1, but it’s in the past | 10/1 | | 8/4, or any date in the past in the current month | 8/1, but it’s in the past | 10/1 | | 8/29, a date in the future in the current month | 8/1, but it’s in the past | 10/1 | | 7/30, a date in the past in a past month | 7/1, but it’s in the past | 9/1 | | 9/20, a date in the future in a future month | 9/1, it’s in the future, but the generation time frame is 9/20 to 11/20 | 11/1 | | 9/1, the earliest date matching the RRULE after the current date | 9/1 | 9/1 | ## Using Sort Order Sort order determines how work orders are generated for a maintenance asset when that maintenance asset has two or more maintenance work rules attempting to generate a work order for the same date. Sort order works as follows: - When maintenance work rules for generation have different sort orders, only work orders for the rules with the lowest sort order value are generated. - When maintenance work rules for generation have the same sort order, all the work orders are generated. After consideration for generation, maintenance work rules have their Date of first work order in the next batch advanced as though all their work orders were generated, as shown in the Multiple Rules with Multiple Sort Orders example. ![Multiple Rules with Multiple Sort Orders](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Multiple Rules with Multiple Sort Orders Albert, the service manager at Red Brick Building Services, receives details of a new contract to maintain an air conditioning system. The contract provides for minor maintenance every 3 months and a major service once a year. On February 10, Albert sets up maintenance work rules as follows: - Annual maintenance starting on February 1 of the following year with a sort order of 1 - Minor maintenance starting on May 1 with a sort order of 2. These work orders are generated: |   | Minor maintenance rule | Annual maintenance rule | | --- | --- | --- | | **May 1** | Work orders generated | NA | | **August 1** | Work orders generated | NA | | **November 1** | Work orders generated | NA | | **February 1** | No work orders generated, but **Date of first work order in the next batch** advanced to May 1 | Work orders generated | ![Multiple Rules with the Same Sort Orders](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Multiple Rules with the Same Sort Orders Georgia, the pool hygiene manager for Crystal Clear Pools, receives details for a cleaning contract for a new pool installation. This contract includes a monthly pool clean and the application of a chemical treatment every 3 months. After Georgia adds the customer details and creates a maintenance plan and the pool asset, she sets up two maintenance work rules: - A rule for the monthly service to take place on the 10th of each month, with a sort order of 1. - A rule for the 3-month chemical treatment to take place on the 10th of every third month, with a sort order of 1. But because the initial treatment was applied when the pool was installed, Georgia sets the **Date of first work order in the next batch** 3 months in the future. These work orders are generated: |   | Monthly service rule | Three-month chemical treatment rule | | --- | --- | --- | | **First month** | Work orders generated | NA | | **Second month** | Work orders generated | NA | | **Third month** | Work orders generated | Work orders generated | ## Edge Cases in Sort Order and the Generate New Batch Upon Completion Setting When the **Generate new batch upon completion** option is selected and a maintenance work rule with the lowest sort order value is eligible for a generation but its last work order is incomplete, the maintenance work rule’s work order isn’t generated. The rule’s **Date of first work order in the next batch** is advanced as though it was generated. Then: - If there are other maintenance work rules with the lowest sort order value eligible for generation, work orders corresponding to these rules are generated else, - If there are maintenance work rules with a higher sort order value eligible for generation, work orders corresponding to these rules are generated. When the maintenance work rule's last work order is marked as complete, the rule will be considered for generation in the next generation cycle. ## Understanding the Work Order Generation Limit The maximum number of work orders that can be generated per maintenance plan is 2,600. As a result, there’s a practical limit of 2,600 maintenance assets per maintenance plan. The 2600 limit refers to the number of work orders generated per plan per each round of work order generation. It doesn't count the work orders already generated in the previous round of generation. This limit depends on the number of maintenance assets, the eligible maintenance work rules, their recurrence pattern, and the generation timeframe of the maintenance plan. The limit is further reduced when: - using maintenance work rules, there are multiple maintenance work rules on the maintenance plan or its maintenance assets, or - using maintenance plans alone (without maintenance work rules), **Inclusive of Last Day of Generation Window** is in effect, and more work orders could be generated for the last day. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A maintenance plan with a maintenance work rule using COUNT is limited to 2,000 maintenance assets. If such a maintenance plan has more than 2,000 maintenance assets, no work orders are generated. ![Work Order Generation Limit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Work Order Generation Limit If a maintenance plan has 1 maintenance work rule (MWR), and 5 maintenance assets (MA), and the recurrence pattern is daily: - If the generation timeframe is **1 year**, then each generation at a **_maximum_** generates 5 (MA) x 365 = 1825 work orders. So within the 2600 limit. - However, if the generation timeframe is **2 years**, then each generation at a **_maximum_** generates 5 (MA) x 365 x 2 = 3650 work order. That exceeds the 2600 limit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Since the maintenance work rule uses a rolling window for work order generation, the maximum is already reached when the maintenance work rule first started generation. In subsequent generations, the number of work orders generated is fewer. ## What Happens if Work Order Generation Tries to Create More Than 2,600 Work Orders? When work order generation tries to create more than 2,600 work orders: - If maintenance work rules are used, for either automatic or manual generation: doesn’t generate work orders and provides an error message. This behavior occurs because, unlike work orders based on maintenance frequency specified in the maintenance plan, the presence of multiple work rules whose generation is determined by sort order could result in partial creation of the required work orders when the 2,600 limit is reached. To rectify, reduce the maintenance plan generation timeframe. - If manual generation for maintenance plan with frequencies is used: doesn’t generate work orders and provides an error message. To rectify, reduce the maintenance plan generation timeframe. - If automatic generation for maintenance plans with frequencies is used: generates 2,600 work orders and posts a message on chatter advising that the limit was reached. No further action is needed. **What Happens When the Option to Generate One Asset to One Work Order Line Item is Selected?** When the option to **Generate One Asset to One Work Order Line Item** is selected: - If maintenance work rules are used, the system puts the limit on the count of work order line items if generating work order line items and on the count of work orders if there are only work orders generated. Take the case where a plan has 2,600 assets each with 3 maintenance work rules for generation. Because of the limit, we report an exception when there are more than 2,600 work order line items generated. - If maintenance plans with frequencies are used, 2,600 work order line items are generated. If all the maintenance assets have the same next suggested maintenance date, one work order is generated. If the maintenance assets have different next suggested maintenance dates, then work order is generated for each of the next suggested maintenance dates. ## Working with COUNT and UNTIL Where you have an asset with several maintenance work rules, each with different sort orders, that you want to start and end together, we recommend you use UNTIL rather than COUNT. COUNT only counts work orders generated from the maintenance work rule. So maintenance work rules with higher sort order value don’t always generate work orders on the intended end date, resulting in these work order rules ending later than those rules with lower sort values. For example, you want a monthly recurrence that ends in 2 years and set COUNT =24. If any of the 24 work orders weren’t generated because another rule had a higher sort order, then work order generation would continue after the 2-year end date, until the count reached 24. ## User Access To generate work orders, a user needs access to maintenance plans, work orders, and service appointments. The user is either the one who generates work orders manually, or is the owner of the maintenance plan for auto generation. We recommend you set up a generic user to eliminate potential problems that can result from changes in personnel. ## Field Inheritance When a work order is created, information is pulled from the maintenance work rules, maintenance asset, and maintenance plan. A maintenance plan can have assets with maintenance work rules defined on the maintenance asset and maintenance plan. However, specific information comes from each entity. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40.48582995951418%"> <col style="width:59.51417004048584%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e1093">Entity</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29876e1096">Information</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Entity" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1093 ">Maintenance work rule </td> <td data-label="Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1096 "> <p>Date of first work order in the next batch</p> <p style="margin-bottom:0;">Work Type</p> </td> </tr> <tr class=""> <td data-label="Entity" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1093 ">Maintenance asset </td> <td data-label="Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1096 "> <p>Account</p> <p>Contact</p> <p>Date of first work order in the next batch*</p> <p>Location</p> <p>Work Type*</p> <p style="margin-bottom:0;">*If not defined in the maintenance work rule</p> </td> </tr> <tr class=""> <td data-label="Entity" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1093 ">Maintenance plan </td> <td data-label="Information" class="slds-cell-wrap" style="vertical-align:top;" headers="d29876e1096 "> <p>Owner</p> <p>Service Contract </p> <p>Work Type* </p> <p>Date of first work order in the next batch*</p> <p style="margin-bottom:0;">*If not defined in the maintenance work rule or maintenance asset </p> </td> </tr> </tbody> </table> ## Field Inheritance—Date of First Work Order in the Next Batch When a maintenance work rule is created and you don’t enter a value for the Date of first work order in the next batch (NextSuggestedMaintenanceDate): - If the Date of first work order in the next batch is defined on the maintenance asset, the maintenance work rule’s Date of first work order in the next batch is set to the asset’s Date of first work order in the next batch. - If the maintenance asset has no Date of first work order in the next batch, the maintenance work rule’s Date of first work order in the next batch is set to the maintenance plan’s Date of first work order in the next batch. Later, a maintenance work rule’s Date of first work order in the next batch can be set to a new date or cleared. If the rule’s Date of first work order in the next batch is empty when the work order generation is triggered, Date of first work order in the next batch is determined using the same logic as setting the value on creation. ## Field Inheritance—Work Type The work type on a maintenance plan serves as the default for its related records. When work orders or work order line items (WOLIs) are created, the work type is determined based on an inheritance order. | Priority | Source | Behavior | Best used when | | --- | --- | --- | --- | | 1st | Maintenance Work Rule | If a work type is defined here, the search stops immediately. | The work type depends on the interval ( monthly service vs. annual overhaul). | | 2nd | Maintenance Plan | If the MWR is blank, the MP is searched. If the work type is found, the asset is ignored. | Most of your assets require the same work type. | | 3rd | Maintenance Asset | Only checked if **both** the MWR and the MP have blank work type fields. | You need different assets within the same MP to have different work types (pump inspection vs. a filter change). | Maintenance assets initially inherit the work type when created, but they can be manually updated to a different value. If you want specific maintenance assets to dictate the work type, you must ensure the Work Type field on both the maintenance work rule and the maintenance plan is left blank. ## Rolling Up Work Order Line Items If the option to generate one work order line item per asset is selected, the system puts one or more work order line items that share a suggested maintenance date into a work order. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Take a maintenance plan where one asset to one work order line item is set with: - A turbine with weekly on Monday and monthly on the first Monday of the month recurring maintenance work rules with the same sort order (see [Using Sort Order](https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5) for more details. - A chiller with monthly recurrence on the first Monday of the month. The weekly turbine maintenance requires work on 6/22, 6/29, 7/6, and 7/13. The monthly turbine and chiller maintenance requires work on 7/6. So on 7/6, there’s one work order with three work order line items for the weekly turbine, monthly turbine, and monthly chiller maintenance. But on 6/22, 6/29, and 7/13, there’s one work order with one work order line item for the weekly turbine maintenance. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Take a maintenance plan with one work order line item per asset selected and four maintenance assets divided into two sets of two, that share a next suggested maintenance date where: - Each maintenance asset has a maintenance work rule with recurrence every 6 months. - The first two maintenance work rules have the same next suggested maintenance date of 7/1. - The last two maintenance work rules are offset by 1 month, to 8/1, from the first group. In this case, the: - First two are grouped in one work order (on 1/July) with two work order line item, and one service appointment. - Last two are grouped in a separate work order (1/August) with two work order line item, and one service appointment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example There’s no rollup of work order line item details into work orders when you select the option for one work order line item to be generated per asset. Take a maintenance plan with one work order line item per asset selected and two assets. Each asset has a maintenance work rule with different work types. For example, the first asset has a work type for filter replacement that takes 2 hours and the second for battery replacement that takes 5 hours. Each maintenance work has the same frequency and next suggested maintenance date. If the option for one service appointment per work order line item is selected: - one parent work order is created - a work order line item is created for each asset, and - if the associated work type has auto-create service appointment enabled for work order line items. one service appointment is created for each work order line item. The service appointment duration is populated from the work type, for example 2 hours for a filter replacement and 5 hours for battery replacement. If one service appointment per work order is selected: - one parent work order is created - a work order line item is created for each asset, and - one service appointment is created for the parent work order, even if the associated work type doesn’t have auto-create service appointment enabled. - The duration of the service appointment isn’t populated. If you populate the work type of the work order after it”s generated, the work order inherits the work type’s duration, duration type, and required skills. ## Maintenance Work Rule Deletion When a maintenance work rule is deleted, any association to that maintenance work rule on generated work orders and work order line items is set to NULL. After the maintenance work rule is deleted, it’s not possible to determine whether a maintenance work rule generated the work order or work order line item. ## Reparenting The parent item of a maintenance work rule can be changed. But to ensure data integrity, don’t reparent a maintenance work rule after it has generated work orders. ## Field Tracking and Logging We recommend that you turn on field tracking and debug logging when you expect to make regular changes to maintenance work rules. #### See Also - [Set Up Debug Logging](https://help.salesforce.com/s/articleView?id=xcloud.code_add_users_debug_log.htm&type=5&language=en_US) - [Track Field History for Standard Objects](https://help.salesforce.com/s/articleView?id=xcloud.tracking_field_history_for_standard_objects.htm&type=5&language=en_US) <!-- document id=f716bee77ce525bc9ca0f3258cc5d1893617ea689b5e69756f95b90966dc6667 url=/admin/current/en-us/service/264-0-0/console2_multi_monitor_using.md --> # Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce Classic Move portions of a console to different areas of your computer screens so that you can view data in ways that help you work best. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> After a Salesforce admin turns on multi-monitor components, you can pop out and drag primary tabs and Salesforce Open CTI softphones to other locations on your screens. You can also move the History component, Chats (but not the footer component), and any custom console components or Canvas components in a console’s footer. To use multi-monitor components, you might need to update your browser’s settings to: (1) allow popup windows; (2) open links in windows, not tabs. To pop out and drag primary tabs, click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Pop out primary tabs**. To return primary tabs to their original browser, click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Pop tabs back into console**. To pop out and drag components in a console’s footer, click the items and select ![Pop out footer component button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_pop_out_footer.png). To return items to their original browser, click ![Pop in footer component button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_pop_in_footer.png). To refresh a popped out footer component, right-click on it and choose **Reload** or **Refresh**. When you refresh a popped out footer component, it’s returned to the console’s footer. If pinned lists are set up, a playground appears as a blank area next to lists and it says Drag Footer Components Here. Use this area to keep track of Salesforce windows among several applications on your screens. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important Popped out items close and lose their positions on your screens when you: (1) log out of Salesforce; (2) click **Setup**; (3) click a link to leave a console; (4) refresh or close your browsers. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip Any items popped out of the console have blue headings to help you locate them among other windows on your screens. To use keyboard shortcuts from popped out components, focus on the correct window. For example, if you’re focused on a window with the navigation tab, the default shortcut to go to primary tabs, key command P, won’t work. #### See Also - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=62bc67ef3a2b9a4b79bea4483ee7f1fd98405b510242b959a5a179735908a112 url=/admin/current/en-us/service/264-0-0/service_contracts_creating.md --> # Guidelines for Working with Service Contracts Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d134930e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">To view service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">Read on service contracts</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">To edit service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">Edit on service contracts</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">To create or clone service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">Create on service contracts</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">To delete service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134930e58 ">Delete on service contracts</td> </tr> </tbody> </table> Viewing Service Contracts View service contracts from the Service Contracts tab or on the Service Contracts related list on accounts and contacts. To view a service contract’s details, click the service contract name. You can see associated entitlements, contract line items, field update history, and more. The Service Contracts related list on an account or contact shows all the service contacts associated with that item. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If service contracts have been set up in the console, click the Console tab to find, view, and edit service contracts and their associated records in one place. Creating Service Contracts You can create and edit service contracts from: - The Service Contracts tab - The Service Contracts related list on accounts and contacts We recommend linking each service contract to an account in Salesforce. Then, you can create entitlements on the service contract and assign the entitlements to contacts associated with the account. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip - Click **Clone** on a service contract to quickly create a new service contract from an existing one. - Use the Parent Service Contract field and Child Service Contracts related list to make one service contract the parent of another. This helps you represent complex contracts. - Entitlements reflect terms in a service contract, and a service contract may be associated with multiple entitlements. Link an entitlement to a service contract via the Entitlements related list on the service contract or the Service Contract lookup field on the entitlement. Deleting Service Contracts You can delete service contracts from the service contract’s detail page or the Service Contracts related list. Deleting a service contract moves it to the Recycle Bin. Any notes, attachments, activities, or contract line items associated with the service contract are also deleted. If you undelete the service contract, the associated items are undeleted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - You can’t delete service contracts with active or expired entitlements. If you want to delete a service contract with entitlements—for instance, because there’s a problem with the service contract—add its entitlements to another service contract first, then delete it. - If you delete a service contract with both a parent service contract and child service contract(s), keep in mind that its parent and children will no longer be linked in a service contract hierarchy. Sharing Service Contracts You can use sharing rules to grant extra access to service contracts beyond what your organization’s default sharing model allows. However, you can’t make the sharing model more restrictive than the default model. To see who has access to a service contract, click **Sharing** on the service contract’s detail page. This takes you to the sharing detail page. There, you can: - View a list of who has access to the service contract. - Click **Add** to grant access to the record for other users, groups, roles, or territories. You can only share service contracts with users who have the “Read” permission on service contracts. - Create, edit, and delete manual sharing rules. - Define a custom view to filter the list of users with access to the service contract. Transferring Service Contracts Between Users You may need to transfer multiple service contracts to a user. To do this, click the Service Contracts tab and click **Transfer Service Contracts** in the Tools section. #### See Also - [Work with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_overview.htm&release=264.0.0&type=5 "Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts.") - [Service Contract Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_fields.htm&release=264.0.0&type=5 "Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=1c74a672409ff4945d24916e4f1c2f7880a2db84410fa51bd2227a89ca69431d url=/admin/current/en-us/service/264-0-0/es_guiding_employees_through_migration.md --> # Guiding Employees Through Work.com to HR Service Migration Provide adequate guidance to your employees and successfully take them through the migration process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Give sufficient time to employees to process the service catalog requests submitted through Work.com. Guide the employees on the new service process requests that they must use in instead of the existing out-of-the-box service process requests in Work.com. You can’t use Work.com service catalog requests in . However, you can create service processes by using Service Process Studio. See [Service Process Studio](https://help.salesforce.com/s/articleView?id=ind.service_process_studio.htm&language=en_US). Also, guide your employees to the features that they can use as alternatives to the existing Work.com features. This table shows the alternative features available in . | Work.com Features | Alternative Features | | --- | --- | | Concierge Search for knowledge search | Experience Cloud Search See [Configure Search Functionality in Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_build_configure_searches.htm&language=en_US). | | Employee-Service rep Pane for viewing employee data when service reps interact with employees | Employee Profile Card See [Configure Employee Profile Card Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_employee_profile_component.htm&language=en_US). | | Service Catalog Builder to define and organize service catalog items and fulfillment flows | Service Process Studio See [Service Process Studio](https://help.salesforce.com/s/articleView?id=ind.service_process_studio.htm&language=en_US). | | Service Catalog Runtime - Employee for enabling employees to search for and submit service catalog requests and communicate with service reps about the requests | Employee Portal Service Catalog See [Configure the Employee Portal Service Catalog Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_employee_hub_service_catalog_component.htm&language=en_US). | | Concierge Bot | Embedded Messaging (Case Management Bot) See [Embedded Messaging Set Up](https://help.salesforce.com/s/articleView?id=service.es_embedded_messaging_set_up.htm&language=en_US). | | Employee Transitions | Employee Enablement Program See [Employee Enablement Program Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup.htm&language=en_US). | <!-- document id=47786dec3ef2b2cc061a92412c92e415c3673d9cafbab83b74ac4e1893260793 url=/admin/current/en-us/service/264-0-0/svc_guiding_service_process_builders_through_service_catalog_to_unified_catalog_migration.md --> # Guiding Service Process Builders Through Service Catalog to Unified Catalog Migration Guide service process designers on transitioning service processes from Service Catalog to Unified Catalog. Due to the architectural differences between Service Catalog and Unified Catalog, admins must review existing processes and Unified Catalog’s capabilities to come up with a transition plan that works best for the company. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Key Differences Here are the key differences that admins must take into account when deciding on a transition path. | Concept | Service Catalog | Unified Catalog | | --- | --- | --- | | Data model | Service requests and their related attributes aren’t tracked using a restricted set of objects. | Service requests are tracked using standard Salesforce objects such as Case and Incident, and request attributes are tracked in key-value fields. | | Request intake flows | Generated based on the request intake process but can’t be cutomized. | Generated while designing the request intake process and can be customized. | There is no out-of-the-box method or template for migrating the processes from Service Catalog to Unified Catalog. Each service process must be recreated in Unified Catalog. ## Key Decisions - Review the existing service processes in Service Catalog and decide the target request tracking object for each process. - Decide whether service processes must use Flows or Omniscripts to orchestrate service requests. #### See Also - [_Salesforce Help_: Service Process Templates](https://help.salesforce.com/s/articleView?id=ind.uc_service_process_templates.htm&language=en_US) <!-- document id=9c4ab83196d22cc2ce6775f9a065f0d420e8741d1f1471e6422a5fb71bab49b2 url=/admin/current/en-us/service/264-0-0/pfs_manage_opt_conflicts_handle_conflicts.md --> # Handle Conflicts During Optimization Define the Commit Mode in the scheduling policy to determine what happens when schedule conflicts occur during global, in-day, or resource schedule optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68920e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68920e69 ">To enable optimization overlaps prevention:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68920e69 ">Custom permission set: FSL Admin Permissions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68920e69 ">To run Resource Schedule Optimization (RSO), in-day, or global optimization:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68920e69 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions</li> <li>FSL Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Commit Mode field in the scheduling policy determines how the system handles schedule changes made during an optimization run. For example, if a dispatcher reschedules an appointment or schedules a new job, creating discrepancies between the schedule's state at the start and completion of optimization. These changes can cause scheduling conflicts. Make sure the Commit Mode field is added to the Scheduling Policy page layout. 1. Create and manage scheduling policies from the Field Service Admin app in the Field Service settings tab. Click **Go to Guided Setup** under Getting Started, or click **New** in the Scheduling Policies tab under Scheduling. 2. Select the scheduling policy Commit Mode according to the [guidelines](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts_guidelines.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you aren’t using Enhanced Scheduling and Optimization, global optimization runs in the Always Commit mode regardless of the Commit Mode setting. #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.") <!-- document id=1e57f0d02f9f2909275659f6cf7e8915e0c8b64eee56b0fb14062b623f7c5012 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_sourcing.md --> # Hardware Sourcing with IT Service Simplify fulfillment by integrating automated asset recommendations directly into service request workflows. Select between zero-touch automated sourcing or manual review before creating an order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Autonomous Sourcing Mode Autonomous sourcing processes approved hardware requests from intake to order creation in the background. The agent automatically evaluates stock levels near the employee's location to reserve stock and prevent double-booking. - **Local stock available:** Create a fulfillment order automatically. - **Local stock unavailable:** Create a fulfillment order and a product transfer to route the asset from another location. **Geocoding Proximity** The sourcing system uses location services to calculate coordinates and distances between employee delivery locations and active stockrooms. It prioritizes fulfillment from the nearest warehouse to minimize transit time and shipping fees. **Sourcing Fallback Logic** If the primary geocoding service times out or experiences a network disruption, the system uses proximity logic to estimate destination routing based on state, city, or regional address fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Operations processed under fallback logic take longer or have lower routing accuracy in regions with complex postal codes. The system automatically tries again standard geocoding after connectivity is restored. ## See Also - Fulfillment Orders and Fulfillment Order Line Items - Managing Soft Reservations - Track Hardware Asset Activities on the Timeline - **[Sourcing Modes and Performance Tracking](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sourcing_modes.htm&release=264.0.0&type=5)** When you manage hardware fulfillment, you can configure sourcing settings to evaluate nearby stock levels automatically or receive proactive recommendations. The Sourcing Agent creates fulfillment orders and product transfers in the background, eliminating manual review. - **[Configure Autonomous Sourcing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_config_autosource.htm&release=264.0.0&type=5)** Automatically fulfill routine hardware requests by enabling autonomous sourcing. When active, the Sourcing Agent evaluates nearby inventory to generate fulfillment orders and product transfers in the background, eliminating manual intake review. - **[Add the Proactive Assistance Component to Record Pages](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_proactive_assist.htm&release=264.0.0&type=5)** Help your IT fulfillers and compliance managers resolve service requests faster by placing the Proactive Assistance component on record pages. Giving team members direct access to this card component enables them to view, refresh, and act on real-time AI sourcing recommendations directly within their workflow. - **[Source Hardware by Using Proactive Recommendations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_source_proactive.htm&release=264.0.0&type=5)** Soft-reserve inventory items and create fulfillment orders directly from your service request workflow. Review recommendations generated by AI agents to route hardware efficiently while maintaining oversight. <!-- document id=4207fa8f2aa32bc7f458ace9edf0c3e8aa12cdf262f4c4700a9f86f83ccd200b url=/admin/current/en-us/service/264-0-0/vaccine_packages_health_card_qrcode_hv.md --> # Health Card QR Code Verification With SMART Health Cards, individuals can keep copies of their vaccination and lab test result records on hand and share their information with others if they choose. Safety Cloud provides Health Verification from a Health Card QR code. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions.</td></tr></tbody></table> Safety Cloud provides automated verification from a Health Card QR code. Users can share SMART Health Cards for verification by: - Selecting **Health Card QR code** from the Health Verification form and uploading an image of the card, in the same way a user uploads an image of their vaccination card. ![Screenshot of Health Verfication request form showing with an arrow pointing to the Health Card QR Code option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_pkg_health_ver_request_1.png) - Presenting the card to the Visualforce barcode scanner page on a verifier’s device, for point-of-entry verification. Unlike COVID-19 Vaccination Record Cards, SMART Health Cards embed health-related data in a QR code, which can’t be read and analyzed manually by an agent. Instead, Safety Cloud extracts health data from the QR code automatically and analyzes and verifies it programmatically. This diagram illustrates health verification processing based on how the user submits their SMART Health Card. ![Diagram showing the different ways a user can submit their Health Card QR Code for Health Verificaiton](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_hc_qrcode_hv.png) When a card holder submits their SMART Health Card for verification by presenting it to the Visualforce Scanner page or by uploading an image of it, Safety Cloud extracts and analyzes the QR code and creates a Health Card record. The newly created Health Card record is linked to the associated Health Verification record and has a Verification Status = New. ## Differentiating Between Vaccination Data and Laboratory Test Data When Safety Cloud extracts the QR Code from the SMART Health Card, it distinguishes between vaccination data and laboratory report data. Health Cards containing vaccination data have a [fhirBundle](https://www.hl7.org/fhir/bundle.html). It has one Patient resource, which contains the card holder’s details, and one or more Immunization resources, which contain their vaccine details. In this case, for the payload, Safety Cloud creates a Health Verification record that includes the related Health Card record with the related Dose record. Health Cards containing Laboratory report data have a fhirBundle. It has one Patient resource, which contains the card holder’s details, and one or more Observation resources, which contain their test reports. In this case, for the payload, Safety Cloud creates a Health Verification record that includes the related Health Card record and related Lab Result record. For an example of the complete JWS payload data, see [fhir-shc-vaccination-ig/examples/Scenario3Bundle-jws-payload-expanded.json](https://github.com/HL7/fhir-shc-vaccination-ig/blob/master/examples/Scenario3Bundle-jws-payload-expanded.json). - **[Point-of-Entry Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_point_of_entry_hv.htm&release=264.0.0&type=5)** SMART Health Card holders can scan their SMART Health Card for point-of-entry health verification. Safety Cloud provides an out-of-the-box Visualforce barcode scanner page that can be installed on any browser. - **[Configure the Visualforce Barcode Scanner Page for Point-of-Entry Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_configure_barcode_scanner_hv.htm&release=264.0.0&type=5)** Safety Cloud comes with a Visualforce page that you can use to scan SMART Health Card QR codes. You can load the Visualforce page on any browser. After it’s scanned, the QR code’s payload is extracted and verified by the Safety Cloud health card verification service. - **[Enable the Known Issuers Directory](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_known_issuers.htm&release=264.0.0&type=5)** As an admin, you can enable the Known Issuer Directories Setup feature to import an up-to-date list of known SMART Health Card issuers. The data from the Known Issuers directory helps Safety Cloud determine whether the SMART Health Card shared by a card holder is valid and credible. <!-- document id=680620f00f1cb5f47b99ab65a50f182f6464c9a6890648bbc13c28203cd9c4f1 url=/admin/current/en-us/service/264-0-0/voice_agents_call_controls.md --> # Help Customers on the Phone Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Check Connection Status and Address Provider Status Issues](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5)** Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider. - **[Answer and Make Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_make_calls.htm&release=264.0.0&type=5)** Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more. - **[Automatic Voice Call Linking with Click-to-Dial](https://help.salesforce.com/s/articleView?id=service.voice_click_to_dial.htm&release=264.0.0&type=5)** When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles. - **[Use Voicemail Drop for Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_voicemail_drop.htm&release=264.0.0&type=5)** Save time on outbound calls by automatically leaving pre-recorded voicemail messages. When you reach a user’s voicemail, you can end the call immediately, and proceed to your next work item. Salesforce Voice plays your default message for the user without disconnecting the call. - **[Record Personalized Voicemail Greetings for Inbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_personal_grtng.htm&release=264.0.0&type=5)** Improve the calling experience for your customers by recording voicemail greetings that play automatically when you’re unable to answer a call. Any messages that your callers leave in response are stored in your voicemail box for you to review at any time. - **[Use a Headset for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_headset_calls.htm&release=264.0.0&type=5)** You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation. - **[Use a Desk Phone](https://help.salesforce.com/s/articleView?id=service.use_desk_phone.htm&release=264.0.0&type=5)** Answer and make voice calls from the Omni-Channel utility with a desk phone. By default, the softphone is enabled for all reps. To use a deskphone, you should enable the deskphone from the Omni-Channel settings. - **[Enroll Caller in Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_enroll_caller.htm&release=264.0.0&type=5)** If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call. - **[Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&release=264.0.0&type=5)** Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call. - **[Pause Call Recording to Honor Customer Privacy](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5)** Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate. - **[View the Sentiments of a Call Conversation](https://help.salesforce.com/s/articleView?id=service.voice_sentiment_agent_view.htm&release=264.0.0&type=5)** After a call ends, view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. To identify what was said when negative sentiments occur, play the recording at those moments. To turn a negative experience into a positive one, a rep can then follow up with the customer. A supervisor can also coach the rep to improve the way they handle calls. - **[Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&release=264.0.0&type=5)** To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed. - **[Link Calls with Customer Contact Records](https://help.salesforce.com/s/articleView?id=service.voice_link_contact_record.htm&release=264.0.0&type=5)** When a customer calls your contact center, Salesforce attempts to match the caller’s phone number with a contact record. If no contact is found, reps can search for the contact or create a contact. - **[Take Notes on a Call](https://help.salesforce.com/s/articleView?id=service.voice_notes.htm&release=264.0.0&type=5)** Record the call’s outcome and take notes about the call so it’s easy for other reps to get up to speed in case the customer calls back. - **[Get Up to Speed with Call Transcripts](https://help.salesforce.com/s/articleView?id=service.voice_transcripts.htm&release=264.0.0&type=5)** To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call. - **[Return a Callback Request](https://help.salesforce.com/s/articleView?id=service.voice_return_callbacks.htm&release=264.0.0&type=5)** Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns. - **[Procure and Manage Phone Numbers](https://help.salesforce.com/s/articleView?id=service.phone_assignmnt.htm&release=264.0.0&type=5)** Procure and claim phone numbers for yourself without waiting for admins to assign them to you. You can choose from available local or standard company phone numbers, depending on your business requirements. - **[Wrap Up After a Call](https://help.salesforce.com/s/articleView?id=service.voice_acw_for_agents.htm&release=264.0.0&type=5)** Most customer service calls or messaging sessions require closing work after it ends—for example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time. <!-- document id=c438e905b402849dfcdbe1e0d324c3e3d4cc2f3d52cda9525ca8ee2f00ffcca1 url=/admin/current/en-us/service/264-0-0/afcc_sv_help_customers.md --> # Help Customers on the Phone with Salesforce Voice In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Make and Answer a Call in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_make_call.htm&release=264.0.0&type=5)** Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more. - **[Automatic Voice Call Linking with Click-to-Dial](https://help.salesforce.com/s/articleView?id=service.afcc_sv_click_to_dial.htm&release=264.0.0&type=5)** When a rep makes an outbound call using click-to-dial, Voice automatically links the voice call record to the source record. Automatic linking is supported for standard objects, custom objects, and contact roles. - **[Transfer a Call](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_call.htm&release=264.0.0&type=5)** Transfer calls to another rep or queue so customers are connected to the right person who can help. - **[Transfer a Call to Someone Outsider Your Company](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_to_external_contact.htm&release=264.0.0&type=5)** Make a warm transfer to a person outside your company, like a partner or vendor. Talk to the external contact before you bring in your caller, without losing your connection to the caller. - **[Return a Callback Request](https://help.salesforce.com/s/articleView?id=service.afcc_sv_return_callback.htm&release=264.0.0&type=5)** Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice. - **[Wrap Up After a Call in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_after_convo_work.htm&release=264.0.0&type=5)** Most customer service calls require closing work after they end. For example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time specified by your admin to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time. - **[See Real-Time Conversations](https://help.salesforce.com/s/articleView?id=service.afcc_sv_real_time_conversation.htm&release=264.0.0&type=5)** A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call. - **[Speech-to-Text Model for Voice Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_speech_to_text_model.htm&release=264.0.0&type=5)** Voice transcription converts spoken conversations into text during voice interactions using specific speech-to-text models that determine LLM usage and language support. - **[Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_audio_player.htm&release=264.0.0&type=5)** Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment. - **[Use a Headset for Voice Calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_headset_calls.htm&release=264.0.0&type=5)** You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your Bluetooth headset isn’t working and it has a USB adapter, using the adapter can sometimes resolve the issue. <!-- document id=2096c68f21c412d3b5dad1b753feb128194676ad12002817fa0605d6e910e755 url=/admin/current/en-us/service/264-0-0/console2_setting_up_access_applauncher.md --> # Hide a Salesforce Classic Console from the App Launcher in Lightning Experience By default, Salesforce Classic consoles appear in the App Launcher in Lightning Experience. This visibility lets your console users access all your consoles apps, ones created in Salesforce Classic and ones created in Lightning Experience, without having to switch UIs. You can change this behavior if you want to limit access to your Salesforce Classic consoles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d8873e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8873e41 ">To view apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8873e41 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8873e41 ">To manage apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8873e41 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Service Cloud User OR Sales Console</p> </td> </tr> </tbody> </table> 1. From Setup, enter App Menu in the Quick Find box, then select **App Menu**. 2. From the list of available apps, click **Visible in App Launcher** or **Hidden in App Launcher** to show or hide individual apps from the App Launcher in Lightning Experience for all users in the org. Alternatively, you can also remove access to the Salesforce Classic console for individual users through their profiles. <!-- document id=ef5f6243ad5e19583804e156d36f704477cd3b551c5e875dad61099a0973ae88 url=/admin/current/en-us/service/264-0-0/console_lex_custom_utilities_history.md --> # History Utility for Lightning Console Apps The History utility lets your Lightning console users see their recently visited primary tabs and subtabs from a console utility bar. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can use the History utility only in Lightning console apps, not in Lightning apps with standard navigation. You can’t change the History properties, such as the label and icon. With the History utility, console users can see their subtabs in context of the workspace tabs they’ve visited (1) and copy links in one click (2). If a tab name is updated, like when a user updates a contact’s name, the history list is updated, too. ![Screen shot of the History utility with primary tabs and subtabs open.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_lex_utility_history.png) Keep these things in mind when working with the utility. - The list can display up to 10 workspace tabs at a time, with 10 subtabs under each workspace tab. - Workspace tabs are listed in the order last visited, with the most recent at the top. Subtabs are listed under their primary tabs in the order first opened. - If you copy a subtab link, the record opens as a workspace tab. - If you copy a link and want to share it with other users, make sure that they are logged in to Salesforce before opening the link. Otherwise, the link directs them to the home page instead of the specific record. - This utility supports pop-out. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip The standard Lightning console apps, Service Console and Sales Console, include the History utility by default. Did your console use the History component in Salesforce Classic? Well, the History utility provides the same functionality for Lightning console apps. #### See Also - [Add a Utility Bar to Lightning Apps](https://help.salesforce.com/s/articleView?id=platform.apps_lightning_utilities.htm&type=5&language=en_US) <!-- document id=fd81bb28c77a2869e86b30fcd6d8ed5eb8aa559bde614535214e5de5633748de url=/admin/current/en-us/service/264-0-0/entitlements_process_cases.md --> # How a Record Moves Through an Entitlement Process When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. A support rep linked a record to an entitlement that has an entitlement process. This can be done in several ways: - The support rep creates the record from the Cases or Work Orders related list on the entitlement. - The support rep creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement. 2. The record enters the process based on its creation date or a custom date/time field. A custom date/time field lets users edit a date on the record to trigger when it enters the process. 3. Salesforce assigns milestones with matching criteria to the record. For example, if a milestone’s criteria is Priority equals High, and a case has a Priority of High, Salesforce assigns it to the Priority equals High milestone. A record associates with one milestone at a time. It can associate with many milestones as it moves through the process. 4. Milestone actions determine when and if warning, violation, or success workflow actions fire for the record. 5. A support rep updates the record to complete a milestone action. 6. After a record is updated, it cycles through the entitlement process and initiates any milestones that match its criteria. 7. The record exits the process based on custom criteria or when it’s closed. You can view records with assigned entitlements by creating case or work order list views that filter on entitlement process fields. #### See Also - [Set Up Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.") - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") <!-- document id=9eeb6564a6da5686260f627b10fa973be1e26b1d54c901b6c79b45370c61f035 url=/admin/current/en-us/service/264-0-0/sla_policy_cases.md --> # How a Record Moves Through an SLA Policy When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. A support rep linked a record to an entitlement that has an SLA policy. This can be done in several ways: - The support rep creates the record from the Cases or Work Orders related list on the entitlement. - The support rep creates the record, then uses the Entitlement lookup field on the record to select the proper entitlement. - An entitlement is automatically mapped to the record based on Auto Apply Entitlements rules set by admin. 2. The record enters the process based on its creation date or a custom date/time field. A custom date/time field lets users edit a date on the record to trigger when it enters the process. 3. Salesforce assigns milestones with matching criteria to the record. For example, if a milestone’s criteria is `Priority equals High`, and a case has a Priority of `High`, Salesforce assigns it to the `Priority equals High` milestone. A record associates with one milestone at a time. It can associate with many milestones as it moves through the process. 4. Milestone actions determine when and if warning, violation, or success workflow actions fire for the record. 5. A support rep updates the record to complete a milestone action. 6. After a record is updated, it cycles through the SLA policy and initiates any milestones that match its criteria. 7. The record exits the process based on custom criteria or when it’s closed. You can view records with assigned entitlements by creating object (case, work order, etc.) list views that filter on SLA policy fields. <!-- document id=460a5311143970b7fba06d413637b959128eb76460a6283dd87a0a1988f97c3b url=/admin/current/en-us/service/264-0-0/omnichannel_track_after_conversation_work_time.md --> # How After Conversation Work Affects Service Rep Capacity When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions for Omni-Channel</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US" target="_blank">View supported editions for Salesforce Voice</a>.</td></tr></tbody></table> When a service rep updates their status in Omni-Channel during an ACW period, the ACW period ends and the AgentWork record is closed. If a rep logs out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute. <!-- document id=e54d7c0fb5cf2f3f577fac3d42cf71ec1432227e11beaa08e3ee8fa307efcf6b url=/admin/current/en-us/service/264-0-0/it_srvcs_incident_routing_workflow.md --> # How an Incident Record Moves Through Omnichannel Routing This is what the high-level workflow for omnichannel routing looks like for an incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Incident Reported An IT incident is reported through any channel and key details, such as subject, description, urgency, impact, and priority are captured. ## Queue Assignment After an incident is created, it is routed to a queue through one of these methods: - Rule-Based Assignment: Assignment rules integrate with Omnichannel to automatically route incidents to the right user or queue based on the criteria you define. See [Assignment Rules for Agentic IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5 "Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue."). - Agent-Based Assignment: Agentforce analyzes the incident's details against similar past incidents to find the right queue for it. See [Assign Incidents Automatically to the Right Queue with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_inc_assign.htm&release=264.0.0&type=5 "Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned."). - Privilege-Based Assignment: A standard flow template routes an incident to a specific queue or user when the employee who reported it has a service management privilege, such as VIP. See [Prioritize Incidents for Employees with Privileges](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "Use the standard flow templates to give incidents from privileged employees faster SLA targets and specialized routing. Each template checks whether the employee who reported the incident has a privilege that’s tagged VIP."). - Manual Assignment: A user manually assigns a record to a queue by changing the owner of the record to a specific queue. ## Agent Assignment Since Omnichannel Routing is set up, after the incident is assigned to a queue, Salesforce routes it to the most suitable support rep through their Omni-Channel inbox. The IT rep receives a notification for the incoming incident and they can accept it from their Omni-Channel inbox to start working on it. <!-- document id=8df52fcafc7bb437c8ed3e17439c356a5642a09e5d620822e074d01d8c2e4791 url=/admin/current/en-us/service/264-0-0/console2_standard_nav_vs_console_nav.md --> # How Are Console Apps Different from Standard Apps? Apps with standard navigation let you open a single record at a time. However, apps with console navigation let you open multiple records at a time, and related records open in subtabs under the original record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p>Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> <p style="margin-bottom:0;">Lightning console apps are available in the Essentials edition in Lightning Experience only.</p> </td> </tr> </tbody> </table> Here’s a look at how standard navigation apps (1) and console navigation apps (2) are different. ![Screen shot showing differences between nav types.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_vs_standard_app.png) In Lightning console apps, your app’s navigation rules determine how records are opened. You can configure related records to open as workspace tabs, or as subtabs of a new workspace tab. For example, you can have contact records open as a subtab of that contact’s account. With console apps, you can work with multiple records more efficiently. If you work in a fast-paced environment, console apps are a great solution. #### See Also - [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&release=264.0.0&type=5 "Salesforce Console apps are a tab-based workspace suited for fast-paced work environments. Manage multiple records on a single screen and reduce time spent clicking and scrolling to quickly find, update, and create records.") - [Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5 "Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.") <!-- document id=fe3c0f0d68f4551b1da1ebb1c243555d5e76dff35e4c5e0ac41626b5fe639ca3 url=/admin/current/en-us/service/264-0-0/pfs_auto_update_perm_sets.md --> # How Are Field Service Permission Sets Updated? Permission sets provided by the Field Service managed package are automatically updated at the beginning of each major release. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The managed package has three major releases each year that follows the Salesforce release cadence within 72 hours: Winter, Spring, and Summer. Because new versions require new permissions, the permission sets provided by the managed package must be updated to include any new required permissions. All managed package-provided permission sets are updated when a user launches one of the following pages: - Classic Dispatch Console (vf001\_ServiceExpert) - Book Appointment Chatter action (AppointmentBookingVf and AppointmentBookingCommunitiesVf) - Candidates Chatter action (GetCandidates) - Emergency Chatter action (EmergencyWizard) During this update process, any minimum permissions that were removed from the permission set are readded. Permissions added by an admin aren’t removed. Permission set auto-update is only triggered one time after every managed package upgrade. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Avoid altering the default Salesforce Field Service permission sets within the managed package, as new package versions override any changes. Instead, create additional permission sets to customize permissions for specific users. If you must revoke a permission from the standard set for specific users, create a permission set group containing the Field Service standard permission sets, your custom permission sets, and a muting permission set. To check if a permission set is current, from the App Launcher, find and open the **Field Service Admin** app. Click **Field Service Settings** | **Getting Started** | **Permission Sets**. Each permission set tile includes a message indicating that it’s current. If it doesn’t, click **Update Permissions** on the tile. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Auto-update of permission sets is logged on the behalf of the user who triggered the update, even if the user doesn’t have permission to update permission sets. To turn off this process, ask Salesforce to disable the _Auto Update of Field Service Permission Sets_ feature. To update permissions for Apex Class, Record Types, and Tabs Visibility, you must be an admin or have ModifyAllData or ModifyMetadata permissions. <!-- document id=48abc1ba2a32fba5d5851d2885ecca68d53fef70a85eb89fd43c7dad0495878e url=/admin/current/en-us/service/264-0-0/fs_status_categories.md --> # How are Status Categories Used? Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> When you create a custom Status value, you must indicate which category it belongs to. For example, if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete category. View and manage status values in Setup by navigating to the Status field settings for service appointments, work orders, or work order line items. ![Status Picklist values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_status_category.png) Many field service triggers and processes are based on appointment, work order, or work order line item status. To ensure that these processes work as expected when custom statuses are in use, Salesforce references the Status Category field—rather than the Status field— before making changes. The three status options include Contracted, Implementation, and Production. Contracted Indicates that an agreement or contract is signed between the service provider (such as Salesforce) and the client, but the actual work on the project has not yet started. At this stage, the focus is often on planning, finalizing the scope of work, and preparing for the implementation phase. No development or deployment has taken place yet. It's the preparatory phase after sales and before delivery. Implementation Involves configuring the software, developing custom solutions, integrating with other systems, data migration, and setting up the necessary infrastructure. It's a critical phase where the project starts taking shape, and the plans and designs are executed to build the system as per the contract's specifications. Production The production status indicates that the system is fully developed, tested, and is deployed to a live environment where you can start using it.At this point, the system is considered operational, and any further changes are typically handled through maintenance or continuous improvement processes. The focus shifts to monitoring system performance, fixing any issues that arise, and adding new features or updates as required. The following field service processes are based on status category, rather than status. If you create custom status values or reference the Status or Status Category fields in custom apps, triggers, or validation rules, keep these in mind. - Status-based sharing rules for work orders, work order line items, and service appointments - Status-based [paths](https://help.salesforce.com/s/articleView?id=service.fs_set_up_path.htm&release=264.0.0&type=5 "To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line items, and service appointments.") on work orders, work order line items, and service appointments - Usage-based and criteria-based preventive maintenance. If work orders are created from maintenance work rules that are incomplete, then no new work orders are created until the active work order is completed. A work order is considered complete when its status is Cannot Complete, Canceled, Completed, or Closed. - Classic Dispatch Console [appointment list filters](https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5 "Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.") - Dispatch scheduled jobs, which are triggered by an appointment’s status category being updated to Dispatched - Dispatch drip feed—found in the **Field Service Admin app** | **Field Service Settings tab** | **Dispatch**—which dispatches one or more appointments when the assigned resource’s previous appointment’s status category changes from Dispatched or In-Progress to Canceled, Completed, or Cannot Complete - Calendar syncing, which checks for appointments whose status category is Dispatched - Completed icon on the Classic Dispatch Console map, which appears when an appointment’s status category changes to Completed - KPI for completed service appointments shown on the Gantt, capacity view, and service resource view, which is based on appointments whose status category is Completed <!-- document id=a67f230f1f35082c8d313ec38e5f72e2e74e93e542826893e26a84efb664b3e1 url=/admin/current/en-us/service/264-0-0/it_srvcs_assignment_rules_explainer.md --> # How Assignment Rules Work for IT Services Assignment rules use a record’s attributes for defining the criteria for distribution. You can configure a rule to assign the record to a user or a queue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> When a record, such as an incident, is created, the associated assignment rule is triggered. Salesforce checks the record's details, such as priority and category, against the rule's conditions. If a match is found, the rule automatically assigns the record to the defined user or queue. If the assignment rule assigns the record directly to a user, the record is assigned to that user. If the assignment rule assigns the record to a queue, the record remains in the queue until it's routed or assigned to a support representative. That’s where Omnichannel routing comes in. Omnichannel routing and assignment rules complement each other and reduce manual effort. If you set up Omnichannel routing, Omnichannel routes record assigned to a queue (Owner = Queue) to the most suitable support representative based on your routing model. Assign records to queues so Omnichannel can route them. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You can create assignment rules for incidents, problems, change requests, releases, and service requests. Omnichannel routing isn't available for releases and service requests. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Some examples of assignment rules include: - Incident with category = Network and subcategory = VPN is auto-assigned to the Network Support team - P1 outage incidents are autoassigned to the Critical Incident Response team - Problem record tagged as recurring for a specific app is routed to the App Support L2 team - Incident with priority = High is autoassigned to the on-call support representative <!-- document id=9d8ec35bb4070e93477487e31b3d02e7c284effaf0771aa7ffe209e216a64abf url=/admin/current/en-us/service/264-0-0/entitlements_business_hours.md --> # How Business Hours Work in Entitlement Management When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> On records that include entitlement processes, business hours are applied according to a hierarchy. Salesforce uses the business hours specified at the highest level. ![Entitlement management business hours hierarchy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_business_hours.png) So a milestone’s business hours override the entitlement process’ business hours, which override the case or work order’s business hours. If no business hours are set on the milestone, then the entitlement process business hours are used. And if business hours aren’t specified on the milestone or the entitlement process, the case or work order business hours are used. You can also set business hours on entitlements. If you create a record from an entitlement, it inherits the entitlement’s business hours. However, if the entitlement is part of an entitlement process, we recommend leaving the entitlement’s business hours field blank. Related records automatically use the entitlement process’ business hours. When you set or update business hours, follow these best practices. - If you want to use the same entitlement process for records that have different business hours, set business hours at the entitlement process level. For example, suppose that you set the business hours on an entitlement process to weekdays from 9 to 5. If a customer requests evening and weekend updates to their case, you can create an “Update Customer” milestone with its own 24/7 business hours. - If you want to use different business hours for different severity levels, set business hours at the milestone level. For example, if the severity level of a case increases, you need to contact the customer more frequently. You can create a “Last Touch” milestone that changes business hours according to severity level while the other milestones in the entitlement process remain unchanged. - To change the business hours specified on an active entitlement process, follow these steps. - Before you start, make sure entitlement versioning is enabled on the Entitlement Settings page in Setup. - Open the entitlement process for which you want to change the business hours. - On the Entitlement Process Detail page, click **Create New Version**. This new version inherits the business hours from the original version. Change the business hours. Save your changes. - Optionally, add or remove any holidays during which business hours are suspended. - Go back to the original version and click **New Update Rule** under Entitlement and Support Record Update Rule. - In Version to Update from, select the new version and click **Save**.The new business hours are now updated in the original entitlement process and in the milestone timer. Delete the new version if it’s not needed anymore. #### See Also - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") <!-- document id=d1238881988e65ac4362f3296e1aee32255256a1df6efd97eeb3b1db228db634 url=/admin/current/en-us/service/264-0-0/sla_policy_business_hours.md --> # How Business Hours Work in SLA Management When a support record is linked to an entitlement, the record, its milestones, its SLA policy, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> On records that include SLA policies, business hours are applied according to a hierarchy. Salesforce uses the business hours specified at the highest level. ![Entitlement management business hours hierarchy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/Entitlements%20and%20Milestones_041425-01.png) So a milestone’s business hours override the SLA policies' business hours, which override the case or work order’s business hours. If no business hours are set on the milestone, then the SLA policy's business hours are used. And if business hours aren’t specified on the milestone or the SLA policy, the case or work order business hours are used. You can also set business hours on entitlements. If you create a record from an entitlement, it inherits the entitlement’s business hours. However, if the entitlement is part of an SLA policy, we recommend leaving the entitlement’s business hours field blank. Related records automatically use the SLA policy's business hours. When you set or update business hours, follow these best practices. - If you want to use the same SLA policy for records that have different business hours, set business hours at the SLA policy level. For example, suppose that you set the business hours on an SLA policy to weekdays from 9 to 5. If a customer requests evening and weekend updates to their case, you can create an “Update Customer” milestone with its own 24/7 business hours. - If you want to use different business hours for different severity levels, set business hours at the milestone level. For example, if the severity level of a case increases, you need to contact the customer more frequently. You can create a “Last Touch” milestone that changes business hours according to severity level while the other milestones in the SLA policy remain unchanged. - To change the business hours specified on an active SLA policy, follow these steps. 1. Open the SLA policy for which you want to change the business hours. 2. On the Update SLA policy page, edit business hours. 3. Click **Save**. - The new business hours are now updated in the original SLA policy and in the milestone timer. <!-- document id=2061ec36d03bfa562093542d619ec348cd1770224bfaef41a6c9954684354d0f url=/admin/current/en-us/service/264-0-0/category_visibility_comparesharing.md --> # How Category Visibility Differs from Other Salesforce Models These settings are unique to articles and questions and differ from other Salesforce models ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> These settings are unique to articles and questions and differ from other Salesforce models: Exclusive to articles and questions [Category group visibility settings](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see.") determine who can access articles and questions. Although they are standard objects, articles and questions do not have organization-wide defaults, sharing rules, or manual record sharing. Access Category group visibility settings are based on the user’s role, permission set, or profile. Child roles cannot see more categories than their parent role. To change a user's visibility to categories and therefore categorized articles and questions, you must [change the visibility settings for the user's role, permission set, or profile](https://help.salesforce.com/s/articleView?id=service.category_visibility_modify.htm&release=264.0.0&type=5 "You can edit your data category visibility."), or, if custom data category visibility is not assigned, [make certain categories visible to all users](https://help.salesforce.com/s/articleView?id=service.category_visibility_default.htm&release=264.0.0&type=5 "You can edit the default data category visibility."). Broad interpretation of visibility settings To ensure a wide range of relevant information, category group visibility is broadly interpreted. Setting a category as visible makes that category and its entire directly related family line—ancestors, immediate parent, primary children, other descendants—visible to users. For example, consider a Geography category group with continents such as Asia and Europe at the top level, various countries at the second level, and cities at the third level. If France is the only visible category selected, then you can see articles classified with Europe, France, and all French cities. In other words, you can see categories that have a direct vertical relationship to France but you cannot see articles classified at or below Asia and the other continents. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only the first-level categories in the category group are visible on the Answers tab. In the Geography example, only the continent categories appear on the Answers tab; therefore, if France is the category selected as visible in category group visibility settings, zone members can see questions classified with Europe. <!-- document id=6afa54c2cff1b3393f2f7cf490838b870827a92176136fe75d42cc199e263c6d url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_discovery_flow.md --> # How CMDB and Discovery Work Together to Improve Asset Management Understand how Configuration Management Database (CMDB) and discovery integrate to automate asset tracking, reduce data entry, and keep configuration data current across your IT environment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> CMDB and discovery work together to give your organization a dynamic and trustworthy view of all assets across your IT environment. CMDB serves as the structured system of record for configuration items (CIs). Discovery scans your network to detect devices, applications, services, and cloud infrastructure. After identifying assets, discovery sends the collected data to CMDB to create new CIs or update existing CIs. CMDB stores each CI with a defined type, relevant attributes, and any relationships to other components. The integration between CMDB and Discovery helps reduce manual data entry, maintain accurate records across systems, and keep asset information aligned with changes in your environment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Consider the scenario where an IT admin wants to track all workstations in a distributed network and ensure that CMDB reflects the latest configuration details. Instead of entering data manually, the admin sets up a discovery scan to target IP ranges across all office locations. Discovery detects workstations, captures data such as hostname, IP address, operating system, and logged-in user, and sends the information to CMDB. CMDB either creates a workstation CI or updates an existing one based on your defined identification rules. The attributes of each CI, such as OS version and assigned user, are updated based on the scan results. You can also define relationships that connect each workstation to installed software or to the network devices it uses. Discovery updates these links during each scan. CMDB organizes the information into structured records and maintains accurate relationships between components. <!-- document id=9d226dfca9cc70dcdd9dc09d61eff00a7c82f9cce1dd941a8dc5ea114cc7ef7f url=/admin/current/en-us/service/264-0-0/it_srvcs_controls_effective_risks.md --> # How Control Effectiveness Drives Risk Scoring See how control effectiveness ratings drive residual risk calculations, how control failures automatically increase risk scores, and how risk owners monitor which controls protect their risks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## The Compliance Control Version Risk Record When you create a Compliance Control Version Risk junction record, you document three critical pieces of information: - The specific threat or vulnerability the control addresses. A single control can mitigate multiple risks, and a single risk can be mitigated by multiple controls. - A percentage rating (0-100%) that quantifies how much the control reduces the risk's impact. This rating reflects the control's design effectiveness and operational effectiveness based on test results. - Controls that pass their tests maintain their effectiveness rating. Controls that fail their tests drop to 0% effectiveness, signaling that the risk is no longer protected. ## Risk Calculation The Business Rules Engine uses control effectiveness ratings to calculate residual risk scores. The formula is: `Residual Risk = Inherent Risk × (1 - Control Effectiveness)` - For a single control mitigating a risk: If the inherent risk score is 12 (Medium likelihood × High impact) and the control effectiveness is 80%, The residual risk becomes: `12 × (1 - 0.80) = 12 × 0.20 = 2.4 (Low)`. This calculation shows that the control is providing substantial risk reduction from High to Low. The 20% remaining risk represents the residual exposure even with the control in place. - For multiple controls mitigating the same risk: High-impact risks often require multiple preventive, detective, and corrective controls for adequate protection. When two or more controls protect a single risk, the Business Rules Engine applies them sequentially. The formula becomes `Residual Risk = Inherent Risk × (1 - Control A Effectiveness) × (1 - Control B Effectiveness)` A risk has an inherent score of 20 (High likelihood × Very High impact). Control A (Preventive RBAC Check) is 80% effective and Control B (Detective Access Log Review) is 60% effective. The residual risk is: `20 × (1 - 0.80) × (1 - 0.60) = 20 × 0.20 × 0.40 = 1.6 (Low)`. This layered defense reduces the risk from Very High to Low, demonstrating the value of multiple controls working together. ## When to Link Controls to Risks Link controls to risks at control creation time, not after risk evaluation. | Sequence | Task | | --- | --- | | 1 | Create the Compliance Risk record and define the inherent risk score. | | 2 | Define the Compliance Control and Compliance Control Version that will mitigate the risk. | | 3 | Create the Compliance Control Version Risk junction record and assign the effectiveness rating. | | 4 | Create the Compliance Test that will validate the control is operating correctly. | | 5 | Execute the test to establish a baseline pass/fail result. | | 6 | Verify the Business Rules Engine calculated the residual risk correctly based on the control effectiveness. | This workflow ensures the control-risk linkage is in place before the first risk evaluation, giving stakeholders accurate residual risk scores from the start. <!-- document id=8a57e10c1d96fd86048b9a80e8c22dd2b1db000ec72178384b3f0bca3b5616b8 url=/admin/current/en-us/service/264-0-0/voice_amazon_check_usage_and_billing.md --> # How Do I Check My Usage and Billing? To see Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) usage and billing in your contact center, check out these Salesforce and Amazon Connect resources. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - Salesforce billing and usage reports, which include telephony minutes and Salesforce Voice minutes. See [Salesforce Reports for Amazon Connect Usage and Billing](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5 "View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types."). - Salesforce voice call reports. Run reports on the VoiceCall object to get voice call information, such as the call ID, start and end times, duration, resolution status, conversation transcription, and recording. See [VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm) in the Salesforce Object Reference for the Salesforce Platform. - Salesforce CRM Analytics app. View key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Admins can customize how the contact center data appears so that supervisors see relevant and actionable information. See [Track Contact Center KPIs with the CRM Analytics App](https://help.salesforce.com/s/articleView?id=service.voice_setup_analytics.htm&release=264.0.0&type=5 "Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information."). - Amazon Connect historical metrics reports. View data about completed activity and performance in your contact center. To see other information, build your own custom reports. See [Monitor metrics and run reports](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-metrics.html) in the Amazon Connect documentation. - Amazon Connect contact records. Contact records capture events associated with a contact in your contact center. View these records to see transactional metrics, such as hold time, wait time, and agent interaction time. See [Contact records data model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html) in the Amazon Connect documentation. <!-- document id=c125819e0dff414bb91437343cfdc009339901f8061343d1d13840672f585231 url=/admin/current/en-us/service/264-0-0/faq_console_how_do_i_view.md --> # How do I view the Agent console? You can view the Agent console by clicking the Console tab. You can only access the Agent console if your administrator has assigned your user profile to a console layout and granted you access to the Console tab. You can customize your display to make the Console tab visible in your tab sets. <!-- document id=1eab12fb3b9e7a8b76e09880ed03e630fa31cf0f14c2faf59031a3621f5d6e93 url=/admin/current/en-us/service/264-0-0/how_does_an_omni_channel_flow_work.md --> # How Does an Omni-Channel Flow Work? When your customer initiates a chat, voice, or messaging conversation, launch an Omni-Channel flow to route the work item to a queue, skill, service rep, or bot. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To see some possibilities of routing with an Omni-Channel flow, look at a sample flow. ![Example Omni-Channel Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_example.png) In the previous example, the flow runs at the start of a chat conversation. The Get Records element obtains the customer’s Contact record. The Decision element checks that record for the customer’s language. The flow then executes the appropriate Route Work action based on the customer’s language. Route work to Queue 1 for an English-speaking service rep or to Queue 2 for a French-speaking service rep. Route Work actions are the last elements in a flow. Use them to route work to queues, service reps, or skills. To understand how to route a work item, Omni Channel identifies the routing information specified in the service channel details. To route work items using an Omni-Channel flow, you have to create the flow and then assign it to the service channel. To see an example about how to assign an Omni-Channel flow to a phone channel, see [Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&type=5&language=en_US). <!-- document id=b60ec6a10de02562a120c63dd8ab7fa9ca25629ae986754091e6e181144e8dc2 url=/admin/current/en-us/service/264-0-0/voice_amazon_how_billing_works.md --> # How Does Billing Work? Understand how you’re billed for IVR utterances, Salesforce Voice minutes, and telephony minutes. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## Understanding Billing for IVR Utterances and Salesforce Voice Minutes When using Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), you’re billed for IVR utterances and Salesforce Voice minutes only if you exceed your purchased allowance. Each Salesforce Voice with Amazon Connect license grants a user a certain number of IVR utterances and Salesforce Voice minutes each month. Each month, you can also purchase additional utterances or minutes, if needed. To understand how overage charges are incurred for IVR utterances and Salesforce Voice minutes, let’s look at a sample scenario. You purchase 10 licenses, each with 750 IVR utterances per user per month and 750 minutes per user per month. In one year, the 10 users can consume up to 90,000 (10\*750\*12) IVR transactions and 90,000 Salesforce Voice minutes. Each month, you’ll receive an email that specifies how many IVR utterances and Salesforce Voice minutes were used. Our service tracks Salesforce Voice minutes usage per-second, with a minimum of 10 seconds per call. You will not be billed if you exceed your monthly maximum. We anticipate that some months can be busier than other months. However, if your organization exceeds the annual maximum number–like 90,000 Salesforce Voice minutes in this example–you’ll receive a bill for the overage during that month and every month thereafter for the remainder of that year. The maximum IVR utterances and Salesforce Voice minutes reset each year. ## Understanding Billing for Telephony Minutes For telephony, Amazon Connect offers both direct inward dial (DID) and toll-free phone numbers. DID and toll-free phone numbers are charged on a per day basis, and there is a per-second charge (minimum 60 seconds) for any calls based on the type of phone number for inbound calls and the destination of outbound calls. <!-- document id=38e1f204a96b6fead6cb0fed311dcba575a97bbb6d72923a19b998b56b28cccc url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_how.md --> # How Does Einstein Article Recommendations Work? Einstein Article Recommendations helps support service reps resolve customer cases efficiently by recommending knowledge articles that were attached to similar cases in the past. Reps don’t have to waste time searching or scrolling through lists of articles, and can quickly attach recommended articles or dismiss them as not helpful. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Article recommendations are generated by an AI model that continually retrains itself and improves its predictions as the underlying set of case and article data grows. The model is trained using various natural language processing (NLP) features that capture overlaps between case and article data. The model’s algorithms rank candidate articles based on their relevance to an open case, and only articles that are deemed highly relevant are recommended. ## Determining Article Relevance To determine an article’s relevance to an open case, Einstein Article Recommendations considers several factors. These factors include: - **Language:** The language that Einstein detects in the case and the article’s language - **Term overlap:** How closely key words in the case match text in the article - **Attachments:** How often service reps attached the article to similar cases - **Dismissals:** How often service reps dismissed the article as not helpful on similar cases - **Term span:** The distance between certain case terms in the article - **Longest common subsequence:** The length of the longest common text sequence between the case and article You customize your model by choosing the case and knowledge article fields and the languages for Einstein to consider. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:30%"> <col style="width:45%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50655e108">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50655e111">Fields</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50655e114">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e108 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_case.htm" target="_blank">Case</a> </td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e111 "> <ul> <li> <samp class="parmname">Subject</samp> </li> <li> <samp class="parmname">Description</samp> </li> <li>Selected custom fields</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e114 ">The Subject field is usually populated and summarizes the issue, while the Description field provides details. If you’re using custom fields in place of Subject and Description, you can configure Einstein Article Recommendations to refer to them instead.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e108 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/sforce_api_objects_casearticle.htm" target="_blank">CaseArticle</a> </td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e111 "> <ul> <li> <samp class="parmname">CaseId</samp> </li> <li> <samp class="parmname">KnowledgeArticleId</samp> </li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e114 ">The CaseArticle object represents the attachment of an article to a case, and provides key data for article recommendations.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e108 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_knowledgearticleversion.htm" target="_blank">KnowledgeArticleVersion</a> </td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e111 "> <ul> <li> <samp class="parmname">KnowledgeArticleId</samp> </li> <li> <samp class="parmname">Title</samp> </li> <li> <samp class="parmname">Summary</samp> </li> <li> <samp class="parmname">cstTextArea</samp> </li> <li> <samp class="parmname">cstString</samp> </li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d50655e114 ">The KnowledgeArticleVersion object represents a specific version of an article. Einstein Article Recommendations only recommends the published versions of articles. Because this object doesn’t include a body field, the custom text fields on article versions are combined into a custom “Article Body” field for analysis. Einstein also considers the Language field on this object when making recommendations.</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Only fields of type string and textarea can be added. ## Language Considerations Einstein Article Recommendations is available in Dutch, English, French, German, Italian, Portuguese, and Spanish. Einstein uses a single model to generate article recommendations in these languages. In a new org, you select which languages and fields for Einstein to use in the predictive model. If you’re already using Einstein Article Recommendations, we preselect languages for you. If you modify the selected languages in Setup, rebuild your model to show recommendations in those languages. Make sure that the selected languages are active in your Knowledge settings. You can add articles in a supported language without rebuilding the model. Einstein uses a language prediction model to detect the language on a case. The Language field on a knowledge article version identifies its language. - If the case language is supported, Einstein recommends relevant articles in that language. If there aren’t any relevant articles in the language, then no article recommendations appear. - If the case language isn’t supported, Einstein recommends relevant articles in the org’s Knowledge primary language. - If both the case and Knowledge primary languages aren’t supported and English is a selected language, Einstein recommends relevant English articles. These considerations mean that a case and its recommended articles can use two different languages. ## Feature Design Here’s what takes place behind the scenes, from case creation or update to article recommendation. **Step 1: Case Creation or Update.** A case is created, or a field included in your article recommendation model is updated on a case. **Step 2: Search.** Einstein Article Recommendations intercepts the case and conducts multiple searches using the case’s language and terms from case fields in your model. The search results are combined into the candidate article set, which can include new articles with no previous attaches. **Step 3: Re-Ranking.** Articles are re-ranked. A set of NLP features is computed for each case-article pair. The model evaluates each article’s feature set and uses prediction probabilities to rank the articles for recommendation. **Step 4: Recommendation.** Articles above the recommendation threshold are classified as positive and recommended to the service rep on the case. **Step 5: Service Rep Interaction.** The service rep interacts with the recommendations by clicking, hovering over, accepting, or dismissing them. Their actions are recorded to improve future recommendations. **Step 6: Retraining.** Your model is periodically retrained, or rebuilt, to capture changes to your case and article data. Relevant changes include new cases, new articles and article versions, and new case-article attaches. The retrained model replaces your current model only if Einstein determines that the retrained model will provide better article recommendations. Retraining completes within a day, and the new model is put to work immediately. This automatic retraining isn’t visible in the UI and doesn’t require action from the admin. Einstein Article Recommendations uses Amazon Web Services (AWS) as a third-party hosting provider. For details about infrastructure and sub-processors, see [Trust and Compliance Documentation](https://trust.salesforce.com/en/trust-and-compliance-documentation/). ## What’s the difference between Einstein Article Recommendations and Suggested Articles? Like Einstein Article Recommendations, the [Suggested Articles](https://help.salesforce.com/articleView?id=cases_suggest_articles.htm&type=5&language=en_US) feature suggests knowledge articles in the Lightning Service Console. However, it relies only on keyword-based search and can’t refine its suggestions or incorporate data from past cases. For example, many cases contain the same subject, description, and category. Because Einstein Article Recommendations considers which articles were attached to similar cases in the past, the top recommended article is likely to address the issue. Suggested Articles can search your knowledge base for articles containing case keywords, but the exclusion of case data and AI features means that service reps can waste time searching through article suggestions to find the one they need. If you use Einstein Article Recommendations, we recommend disabling Suggested Articles to ensure a clean user experience for your support team. Otherwise, service reps see two sets of articles that relate to the case. <!-- document id=5754d4fc0bed560fef10e0ab159e6b9c0c3adea93bb0d65bb03c6886841db2f2 url=/admin/current/en-us/service/264-0-0/omnichannel_omni_inbox_how_it_works.md --> # How Does Omni Mobile Work? A support rep logs in to the Salesforce Mobile app and opens Omni Inbox. When the rep changes their presence status to available, they begin receiving inbound requests from customers and can make outbound contacts. They remain logged in to the Omni-Channel session as long as they don’t log out. Work items assigned to them appear in Omni Mobile until they complete, reassign, or decline them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t reassign a messaging session. Work assigned to the rep appears in Omni Inbox. ![Work assigned to the rep appears in Omni Inbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_mobile.png) <!-- document id=e5d5fd20caf0a5af8dd018bdf7444715776094c37cbfba58be4e06729e06a571 url=/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_comparison_to_queues.md --> # How Does Skills-Based Routing Differ from Queue-Based Routing? Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Queues generally are designed to represent one skill. For example, you can have a queue for Spanish-speaking service reps and a queue for Level 3 technical support calls. With queue-based routing, Omni-Channel routes each work item to a service rep who is a member of the queue. In contrast, with skills-based routing, Omni-Channel routes the work item to a service rep who has all the requisite skills and who has available capacity to take on the work. <!-- document id=6e2359237d741dca54f821b62e1f9c748fd11ca03089b4a9d21c376bff53d47b url=/admin/current/en-us/service/264-0-0/omnichannel_how_skills_based_routing_works.md --> # How Does Skills-Based Routing Work? Skills-based routing in Omni-Channel matches work items to the most qualified service reps based on the required skills. When a work item is created, Omni-Channel determines the required skills based on the routing configuration, skills-based routing rules, and any skill requirements passed into the Route Work action in the Omni-Channel flow. Omni-Channel then routes the item to a service rep who has all of the requisite skills and available capacity to take the work. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To route work items to the right service rep, Omni-Channel applies a combination of the skills from these two sources. Static skills included in the routing configuration. To add skills to every work item that's routed using that routing configuration, add the skills to the routing configuration. Dynamic skills added from skills-based routing rules or an Omni-Channel flow. To dynamically add skills to specific work items based on conditions, build the logic using skills-based routing rules, an Omni-Channel flow, or both. If the conditions are met, the skills are applied to the work item. Omni-Channel routes each work item to a service rep who has all the required skills, is available based on the routing type (most available or least active), and, if applicable, meets the minimum specified skill level. If no service reps have all the required skills and additional skills are configured to be dropped, Omni-Channel drops the additional skills in the specified order until a service rep with the remaining skills is available. Skills with a higher priority are dropped first, while skills with priority 0 or no priority are dropped last. The work item is then routed to the best-matched rep, even if they don't have all the additional skills. If the service rep declines the work or goes offline, the required skills reset to their original state, and the process of dropping additional skills starts over. Skills are evaluated when a record, such as a case, is added to an Omni-Channel queue. If you edit a record that’s in an Omni-Channel queue, any changes to skills won’t be reflected until you reassign the record to the same or another queue. If a work item requires certain skills, but no service reps have those skills, the work item isn’t routed. This situation is similar to how items in a queue are treated when no service reps are online. If you use [Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5&language=en_US), a supervisor can look at the [Skills Backlog](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&type=5&language=en_US) tab to see which work items that require a skill haven’t been assigned to a service rep. <!-- document id=355f0ef338d1ba513575908a707b8872fbf95b6e0292a8b46b9161b6e6201d6c url=/admin/current/en-us/service/264-0-0/fs_start_optimization.md --> # How Does the Field Service Optimization Engine Work? Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same location? ## Why You Should Optimize These tasks can be simple to schedule individually. Manually constructing an efficient schedule for collective tasks can be a nightmare even for an expert administrator! The good news is that you can let Field Service’s optimization engine do the work for you. By generating an optimal schedule for your team and customers, according to your priorities and constraints, schedule optimization helps you comply with service-level agreements and minimize travel time, overtime, costs, and no-shows. How is this done? For a given time horizon, optimization grades assignments based on service objectives in the scheduling policy, and compares overall scores for different schedule iterations. When the optimization is completed, it chooses the schedule with the highest score, and assigns appointments accordingly. It’s important to prepare for the inevitability of scale. Scale in customer calls, scale in resource appointments, scale in travel time and even overtime expense. Schedules and availability are key to assigning resources, tracking projects, and ensuring customer satisfaction. The optimization engine considers all of the available resources and appointment times and uses the scheduling policies that you set to find the most qualified candidate and time slot based on your service objectives. Scheduled service appointments that have already started (Scheduled Start time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. The service appointment's travel time can be updated since the next service appointment can be updated. ## Optimization Process 1. The optimization engine receives all the relevant service appointment, service territory, and service resource data for the given time horizon. 2. The appointments are then ordered according to priority, and evaluated accordingly. The priority is defined using the Work Order Priority Field, Work Order Line Item Priority Field, and Service Appointment Priority Field options in Field Service Settings. Then it starts to evaluate the highest priority appointment first. 3. The optimization engine then compares the prioritized appointment's details, such as territory, required skills, and due date, to the scheduling policy’s work rules. 4. Work rules help filter out unqualified or unavailable candidates. 5. It views the scheduling policy’s work rules. Work rules remove candidates who can’t complete the appointment because they're unqualified or unavailable. Now it has a pool of candidates who are ready and able to do the job. 6. The optimization engine searches for available time slots between a service appointment’s earliest start permitted and due date (or arrival window start and end dates if they’re available) within the time horizon. 7. Each available time slot and qualified candidate is then evaluated according to the scheduling policy’s service objectives. 8. This process is then repeated for remaining slots and candidates, adds the scores, and assigns the appointment to the candidate and time slot with the highest score. The optimizer continues to the next appointment on the list (ordered by priority) and repeats the process. When all service appointments sent to optimization are scheduled on the Gantt, or the Gantt is full, the schedule receives an overall Utilization grade. <!-- document id=91df2d4f220dfcbd7500ed7855621fb7892d24aac68789755699117adcf0fdde url=/admin/current/en-us/service/264-0-0/wfs_optimize_how_it_works.md --> # How Does Workforce Scheduling Optimization Work? Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Why You Should Optimize Public sector field operations rarely follow a predictable pattern. A batch of restaurant inspections due before a permit deadline. An urgent welfare check that requires both a caseworker and a benefits specialist at the same address. A compliance inspector with the right certification suddenly unavailable for a scheduled site visit. Each situation demands a fast, accurate scheduling decision — and in agencies managing dozens of workers across large geographic territories, those decisions compound quickly. Manual scheduling struggles to keep up. Even skilled dispatchers face practical limits when balancing worker skills, territory coverage, constituent urgency, regulatory deadlines, and travel efficiency. Workforce Scheduling’s optimization engine handles this complexity for you. Whether your agency handles licensing and permitting inspections, social program home visits, emergency response deployments, or investigative field work, the engine generates schedules that reflect your priorities and constraints — minimizing travel time, reducing overtime, preventing missed visits, and keeping your operations aligned with service-level agreements. ## The Optimization Process Schedule optimization is built from a few components that you can configure to fit your business needs. | Component | Description | | --- | --- | | [Scheduling policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") | A flexible, code-free way to configure a set of rules and objectives that guide the schedule optimizer. Use a scheduling policy to promote or de-emphasize factors such as business priorities, travel time, and customer preferences. When you optimize your team’s schedule, you select a guiding scheduling policy. | | [Work rule](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") | A rule that refines the list of candidates for a service appointment by filtering out service resources that don’t match the rule. For example, the Match Skill rule ensures that service appointments are assigned only to service resources with the required skills. A scheduling policy can have one or more work rules. | | [Service objective](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") | A configurable directive that guides the engine to create an optimal schedule based on your scheduling priorities. You can weight service objectives to prioritize one over another. The engine scores every candidate schedule against the active service objectives; the highest-scoring schedules are preferred. | For every optimization run, Workforce Scheduling repeats these steps until all in-scope appointments are placed or the schedule is full. 1. **Collect data.** The engine reads the service appointments, service territories, and service resources in scope for the run’s time horizon. 2. **Order by priority.** The engine orders in-scope appointments by their Scheduling Priority value and evaluates them highest-first. When a service appointment is created and there’s no explicit priority set by the user, the priority is inherited from the parent Work Order or Work Order Line Item via fixed mapping: Critical=1, High=75, Medium=90, Low=100. When you create a new appointment (Visit) in the scheduling flow, you set the Visit Priority field, which uses the same mapping. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization considers priority values when it schedules appointments to time slots. See [Appointment Scheduling Priority for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5 "Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.") for the full priority model, including dynamic priorities and priority-penalty math. 3. **Filter candidates with work rules.** The engine compares each appointment’s details — territory, required skills, arrival window — to the scheduling policy’s work rules, and removes resources that don’t qualify. For example, resources without the required skill, resources outside the territory, or resources unavailable during the appointment’s window. 4. **Score with service objectives.** The optimization engine searches for available time slots between a service appointment’s earliest start permitted and due date (or arrival window start and end dates if they’re available) within the time horizon. The engine scores each remaining combination of time-slot and candidate-resource against the scheduling policy’s service objectives (travel time, resource utilization, customer preferences) and picks the highest-scoring pair. ## How Rule Violations Are Handled The engine tries to eliminate rule violations by rescheduling or unscheduling appointments that break a work rule. To keep a violating appointment in place, pin the appointment or move it to a status that pin criteria protect. See [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") for how to configure pin criteria. ## How In-Flight Appointments Are Handled Appointments that have already started — those with Scheduled Start time in the past — are treated as pinned. The optimizer doesn’t move or unschedule them. Downstream travel time can still change if the appointment that follows shifts. Appointments that haven’t started yet can still be rescheduled during a run to find a higher-scoring placement or resolve an overlap. ## What Time Horizon the Engine Uses The optimization horizon is the time window the engine considers, both for input data and for placing appointments. It includes active resources, operating hours, shifts, and in-scope appointments. Each optimization type uses a different horizon. - Global Optimization uses the date range you specify at trigger time, up to 30 days. - In-Day Optimization runs against the current day and the day that follows. - Resource Schedule Optimization runs against a single resource’s day. Longer horizons give the engine more room to improve the schedule, but they also increase runtime. Match the horizon to what you actually need to reoptimize. #### See Also - [Optimize Your Schedule in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize.htm&release=264.0.0&type=5 "Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only.") - [What’s Workforce Scheduling Optimization?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_what_is_opt.htm&release=264.0.0&type=5 "Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") - [Prioritizing Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5 "Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.") <!-- document id=fdc85d06a52bdec9c441dbb30d10459c83d410d0ed44984ccc196690daaa8f4d url=/admin/current/en-us/service/264-0-0/faq_console_how_is_the_console.md --> # How is the Console tab different from other tabs in Salesforce? The Console tab is just like other tabs in Salesforce except that the console can display records from several different Salesforce tabs all on one Console tab. This specialized display is called the Agent console, and it allows you to have all the information you need on one tab when interacting with Salesforce. By using the Agent console in the Console tab, you can quickly find, view, and edit records, such as cases, accounts, and contacts, with fewer clicks and without switching back and forth between screens. <!-- document id=ce4e45cf310249d8363df99db137b548b267f122c155f073c9423fa549f3c6d4 url=/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel_routing_explainer.md --> # How Omnichannel Routing Works in IT Services When Omnichannel Routing is set up for IT services, incoming work items such as incidents, problems, and change requests are automatically sent to the most suitable support reps. The support rep can see the incoming request right in the Agentic IT Service Desk app through the Omni-Channel inbox and choose to accept it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[How an Incident Record Moves Through Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_routing_workflow.htm&release=264.0.0&type=5)** This is what the high-level workflow for omnichannel routing looks like for an incident. - **[Key Components of Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_components.htm&release=264.0.0&type=5)** Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you. <!-- document id=7970fe473e9d5bc5caa5b4113f6702cb23d5632c90847927dedd22932b84c772 url=/admin/current/en-us/service/264-0-0/wfs_hybrid_coexist.md --> # How On-Site and Field Scheduling Coexist in Workforce Scheduling Manage on-site and field appointments in Workforce Scheduling through one unified data model, Operations Console, and scheduling engine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> In Agentforce Public Sector, Workforce Scheduling handles both on-site scheduling — work that takes place at an office or a branch, such as an in-office eligibility interview or a branch consultation — and field scheduling — work that takes place at the constituent’s location, such as a home visit, a business inspection, or a site assessment. Although on-site and field appointments have different scheduling requirements, Workforce Scheduling manages both from a single interface. Dispatchers and supervisors work in one Operations Console. For example, they can schedule a licensing specialist for an in-office interview in the morning and a home inspection later the same day. ## Scheduling Objects Workforce Scheduling records the appointment scheduling methods as different objects, with one scheduling object per method. In Agentforce Public Sector, Interactions represent on-site appointments and Visits represent field appointments. Every scheduling object links to an underlying Service Appointment record, which is what the scheduling engine uses to place, assign, and track work. ![Three-layer diagram of Visits, Interactions, Service Appointments, and scheduling configuration.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_hybrid_scheduling_objects.png) Work Type The Work Type on a Service Appointment defines the type of work being performed (for example, annual maintenance, consultation, home inspection, or installation), the scheduling method that can be used (On-site, Field, or Both), and in turn the scheduling object that represents the work (Visit, Interaction, or Service Appointment). Work Types are templates that define how the appointment behaves, and the configuration elements shape how that work gets created, matched, and assigned by specifying the required skills, duration type, due date, and estimated duration. Every appointment is created according to a Work Type. When a constituent schedules a new appointment at a selected time slot, they first select the Scheduling Method based on the Work Type configuration (Field creates a Visit and Service Appointment object, On-site creates an Interaction and Service Appointment object). The engine reads the service appointment Work Type, applies the scheduling behavior for its associated scheduling method and scheduling object. Service Appointment A Service Appointment is a Salesforce record that represents work to be scheduled. Service Appointments are the records the scheduling engine uses to schedule, assign, and track work. The Service Appointment contains information such as the assigned worker, scheduled time, duration, status, and other details used during scheduling. Workforce Scheduling uses the information in the Service Appointment, together with configured scheduling logic, worker availability, skills, operating hours, and scheduling policies, to recommend available appointment slots, and, for field work, build optimized schedules, and automatically adjust schedules when needed. Visit A Visit is an Agentforce Public Sector object for field work — appointments that happen at the constituent’s location. When a licensing specialist or inspector conducts a home inspection to evaluate a prospective foster family’s home, that work is represented as a Visit. The scheduling platform uses it to help match an available field worker in the right service territory. Interaction An Interaction is an Agentforce Public Sector object for on-site work, appointments that happen at a branch location. For example, when a prospective foster family schedules an in-office licensing interview at a family services office, an Interaction record represents that appointment and links it to their account. Work Order For field scheduling, Workforce Scheduling also creates a Work Order alongside the Visit and Service Appointment. You can schedule Work Orders and Service Appointments directly for field maintenance work managed outside of the Visit flow. Object relationships Visits and Interactions are the primary scheduling objects users work with day to day. Each links to a Service Appointment record that the engine uses behind the scenes. For field scheduling (Visits), a Work Order is also created. Service Appointments can also be scheduled directly, for example, field maintenance work is managed with Work Orders and Service Appointments, without a Visit. Service Appointments are classified as either On-site or Field. When Workforce scheduling creates a Service Appointment in the background from a Visit or Interaction, it syncs the Scheduling Method automatically. When you create a service Appointment manually, assign the Scheduling Method so that Workforce Scheduling uses the correct appointment resource and availability. What users see Dispatchers and workers see Visit and Interaction on their Scheduling Console or mobile app — not the linked Service Appointment itself. For example, when a dispatcher schedules an in-office interview, they see the Interaction record and can track, reassign, or reschedule it. The linked Service Appointment stays in sync automatically. ## Supporting Configurations Workforce Scheduling works with the Salesforce objects your organization already uses. You use a single scheduling platform for both appointment types, sharing scheduling policies where appropriate while configuring different work rules for on-site and field scheduling as needed. Scheduling configurations — including work types, service territories, operating hours, shifts, and scheduling policies — tell the engine how to schedule and assign work. Service territories define where your service resources operate and where appointments can be scheduled. A territory can represent a geography, a line of business, or both. For example, a geographic territory can be a city, zip code, or address, while a line-of-business territory can be a service category such as HVAC. Service territories aren’t classified as on-site or field — the same territory can support on-site appointments, field visits, or both, depending on how you configure it as area coverage. For field scheduling, service territories help match workers to constituents within the appropriate service area. For on-site scheduling, service territories can represent a branch, office, or service area where appointments take place. Operating Hours define when work can be performed by specifying availability for service territories and service resources. Time slots within Operating Hours are classified as either Onsite or Field, allowing Workforce Scheduling to use the appropriate availability for each appointment type. For on-site scheduling, Operating Hours associated with a service territory determine the time slots available at a branch or office. For field scheduling, Workforce Scheduling uses the operating hours associated with a worker’s service territory membership to determine resource availability. Shifts define when individual workers are available to perform work. Each shift is classified as either Onsite or Field, so a worker is available only for the corresponding appointment type during that shift. For example, if a case worker is assigned to a Field shift, Workforce Scheduling schedules only field appointments for that case worker during that time. Service resources represent the workers who are assigned to appointments and perform the work, whether on-site or in the field. Scheduling policies define the work rules and service objectives that Workforce Scheduling uses when scheduling appointments. Work rules determine which resources are eligible for an appointment. Service objectives then prioritize the eligible resources based on the scheduling method. For field scheduling, service objectives use weighted goals to evaluate and rank candidate workers and appointment time slots. For on-site scheduling, the available service objective balances work across eligible resources. A scheduling policy can be used for both on-site and field scheduling, although not every work rule or service objective applies to both. You can configure separate scheduling policies for on-site and field scheduling or use a single policy. The Scheduling Method defines whether shared rules apply to on-site, field, or both — giving you the flexibility to tailor your logic. Rules relevant to both field and on-site can be added to a policy twice, with different configurations for on-site and field execution. For example, a Family Services office can use one scheduling policy for all appointments. This policy can include a Match Skills work rule for both on-site and field work so workers always have the required skill qualifications. It can also apply a Required Resources rule only to field work, assigning appointments to workers already serving a constituent’s home. ## Where Each Role Fits In On-site and field scheduling methods share the same unified scheduling tools. Each Workforce Scheduling role interacts with the platform differently. Together, these roles support the entire scheduling process from configuration and scheduling through service delivery. For information on roles in Agentforce Public Sector, see [Create Roles for Public Sector Solutions Users](https://help.salesforce.com/s/articleView?id=ind.psc_create_roles.htm&language=en_US). - **Salesforce admins** configure Workforce Scheduling. They work with work types, scheduling policies, operating hours, shifts, and service territories. Service Resources can support both on-site and field work and be managed in the same Service Territory. Administrators also configure worker skills, availability, and scheduling policies so the platform can match the right worker to the right appointment. - **Dispatchers and supervisors** manage day-to-day scheduling operations through the Operations Console to schedule, assign, and monitor work (appointments, visits, and interactions) from a single interface. - **Field workers or inspectors** use the Salesforce Field Service mobile app to manage work away from the office. Their assignments appear as Visits, Interactions, or Service Appointments. They update appointment status in real time and can view related records while in the field. For inspectors, the view can also include inspection form questions linked to regulatory codes. - **Greeters** manage constituent arrivals at on-site locations. They check in constituents, direct them to the appropriate service, and help manage walk-ins and scheduled arrivals. - **Constituents** use the self-service portal or guest scheduling experience to schedule appointments. When an appointment is scheduled, Workforce Scheduling uses the scheduling object defined by the Work Type, such as a Visit, Interaction, or Service Appointment. Dispatchers and workers then use that record to manage the appointment. #### See Also - [Service Appointments, Visits, and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_manage_sa_visits_interactions.htm&release=264.0.0&type=5 "Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly.") - [How Workforce Scheduling Visits Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5 "Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") <!-- document id=e1f8a9cf3ee01c2d2d2c6aeb542c0ef299b3469cd81240208bef1a8d584ae83d url=/admin/current/en-us/service/264-0-0/it_srvcs_sla_ola_agreements.md --> # How Operational Level Agreements and Service Level Agreements Are Used in IT Services Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> SLAs are agreements between an IT service provider and the employees who request and use IT services. They explicitly define the type, quality, and timeframe of services to be delivered. SLAs focus on the external commitment to the employee. OLAs are agreements between different IT teams or departments within the service provider company. They outline the responsibilities and performance targets each internal team must meet to collectively uphold the external SLAs. OLAs address the internal commitments required to deliver the external-facing service. Here are two examples where SLAs and OLAs can differ: ![Scenario 1: Audio-Video System Request](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Scenario 1: Audio-Video System Request - Goal: Fulfill an employee's request for an Audio-Video (A-V) system. - SLA: Service Request completion within 2 business days. - OLA: | Task | Target | | --- | --- | | Task 1: Approval | OLA target of 8 hours. | | Task 2: Verification | OLA target of 4 hours. | | Task 3: Installation | OLA target of 8 hours. | ![Scenario 2: Critical Incident Resolution](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Scenario 2: Critical Incident Resolution - Goal: Resolve a Critical priority Incident for an application issue. - SLA: Incident resolution within 2 hours. - OLA: | Team | Target | | --- | --- | | L1 Support | Target of 15 minutes. | | L2 Support | Target of 30 minutes. | | L3 Support | Target of 60 minutes. | <!-- document id=8c8f0c20ec801dc0dde09f23797018fec25ea5880f65ca5ac4c5c64d9a698194 url=/admin/current/en-us/service/264-0-0/mfs_perf_priming_briefcases_work.md --> # How Performance Priming Briefcases Work After you turn on Performance Priming, Field Service creates offline Briefcases for eligible profiles to control which records and metadata sync to mobile clients. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> Performance Priming Briefcases are read-only in [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). To change which records are primed, update the page layouts and list views assigned to mobile user profiles. Briefcases regenerate automatically during nightly scheduled jobs, or you can regenerate them manually after making layout changes. Users can check the notification bell for updates. ## Resolve the Briefcase Rule Limit Warning Performance Priming Briefcases support a maximum of 1,000 auto-generated rules. If your org's page layouts generate more rules than this limit, Salesforce trims the excess rules, typically the "leaf" rules deepest in the object hierarchy. Salesforce then shows a warning on the affected Briefcase, such as _You exceeded the limit of 1,000 rules by \[number\]._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Trimmed rules don't affect priming of your primary records, such as service appointments or work orders. However, related data deep in the hierarchy isn't primed for offline use. To resolve this warning: 1. Review the page layouts assigned to your mobile users' profiles, not just for Service Appointment and Work Order, but also for related objects. 2. Determine whether mobile users need the data primed for offline use for each related object. If not, remove the unnecessary related lists or fields from the page layout. 3. If a page layout serves multiple use cases, such as both field technicians and back-office staff, clone the layout and create a use-case-specific version. Remove unnecessary related lists from the technician-specific layout only, so other users aren't affected. 4. Save your changes. Briefcases regenerate automatically every 24 hours. You can also manually regenerate the Briefcase through the Briefcase UI. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). 5. Confirm that the warning is cleared on the regenerated Briefcase. #### See Also - [Performance Priming Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_limits_considerations.htm&release=264.0.0&type=5 "The Salesforce Field Service mobile app intelligently primes data to support offline work. Note these limitations and considerations.") <!-- document id=571c35ef5ecad14b4c84c4e7374433d63ee39fed20db1ce9be0da61320cd0365 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_how_it_works.md --> # How Proactive Customer Operations Works Proactive Customer Operations connects customer service and IT service when customers report a disruption or IT identifies one first. Relate reported cases to the underlying incident, identify other impacted customers, and send updates without waiting for them to contact support. Use the same customer impact and communication workflow for planned changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> Proactive Customer Operations supports reactive and proactive workflows. In both workflows, the IT team manages the underlying incident, while customer service reps manage customer cases and interactions. The workflows differ in whether a customer reports the disruption first or the IT team identifies the disruption before customers contact support. ## When Customers Report a Service Disruption In the reactive workflow, a customer reports a service disruption and a customer service rep creates a case. The case identifies the customer's account and contact and, when available, the affected asset. The Service Assistant analyzes the case and recommends up to three active incidents, ranked by relevance. The service rep reviews the recommendations and decides whether to relate the case to one of them. If none of the recommended incidents is correct, the rep creates an incident from the case or relates the case to an active incident manually. Multiple customers can report the same underlying issue. Relating their cases to one incident gives the IT team a linked-case count and a consolidated view of the accounts and contacts that reported the disruption. Customer service reps can review the incident's status, service-level agreement (SLA), and summary from each case. To relate cases using AI-based incident recommendations, see [Relate a Case to an Incident with the Service Assistant](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_ai.htm&release=264.0.0&type=5 "When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship."). To create an incident from a case or select an incident manually, see [Relate a Case to an Incident Manually](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_manual.htm&release=264.0.0&type=5 "Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case."). ## Identify and Notify Impacted Customers Proactively In the proactive workflow, the IT team identifies a service disruption before customers contact support, or plans a change that affects service availability. An IT fulfiller associates the affected configuration items with the incident or change request. Salesforce uses Configuration Management Database (CMDB) relationships to identify the impacted assets and the accounts and contacts that own them. Impact analysis also identifies customers who haven't opened cases, extending the customer impact beyond the accounts and contacts found through linked cases. The impacted account count helps the IT team understand the scope of the disruption and prioritize its response. After impact analysis identifies the impacted contacts, an IT fulfiller with required access sends a broadcast communication by email to inform customers about the disruption or planned change. Proactive updates help customers understand that the issue is known and reduce the need to open cases. If customers still report the disruption, customer service reps relate their cases to the existing incident. To review the customer impact of an incident, see [View Customers Impacted by an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_view_impacted.htm&release=264.0.0&type=5 "Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response."). To notify impacted customers, see [Notify Impacted Customers with a Broadcast Communication](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_broadcast.htm&release=264.0.0&type=5 "When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support."). ## Example: A Shared Infrastructure Disruption A managed infrastructure provider operates a regional gateway that supports assets owned by several business customers. In a customer-reported scenario, one customer opens a case about a connectivity issue. A customer service rep relates the case to the gateway incident. When other customers report the same issue, customer service reps relate their cases to that incident too. In an IT-identified scenario, the IT team creates the gateway incident before customers report the disruption. CMDB relationships identify impacted accounts, contacts, and assets, including customers that haven't opened cases. An IT fulfiller with required access sends those customers a broadcast communication while the IT team works to restore service. <!-- document id=f6d99f2212ab001c67951d7a6fece5be7132c5ad02efa9f8752f60ddade76aca url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_risk_calc_logic.md --> # How Risk Score Is Calculated for Change Requests The risk score for a change request is calculated using a weighted formula that evaluates change request attributes and optional questionnaire responses. The system produces a numeric score and assigns a corresponding risk level of Low, Medium, High, or Critical. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## How the Calculation Works The risk score is calculated using a weighted sum formula: ``` Risk Score = Σ (Answer Point Value × Attribute Weight) ``` Each factor contributes to the total score based on two components: the **point value** for the selected answer and the weight assigned to that factor. The system evaluates all applicable factors and sums their contributions to produce the final risk score. The calculation operates in two modes: - Baseline Mode: Uses only the 5 change request attributes. - Enhanced Mode: Activated when the risk evaluation questionnaire is completed. Uses attributes plus 10 questionnaire responses. Salesforce then normalizes the calculated score to a scale of 1–100 and shows the normalized score on the **Risk Score** card. Salesforce divides the calculated risk score by the maximum possible score and multiplies the result by 100. The displayed score is an integer. In the default configuration, the maximum possible score is 126 when the questionnaire is completed. ``` Normalized Risk Score = (Risk Score × 100) ÷ Maximum Possible Score ``` The decision table maps the normalized score to a risk level: - 1–25: Low - 26–50: Medium - 51–75: High - 76–100: Critical ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important Starting in Summer '26, questionnaire responses are preserved when change request attributes are updated. In previous releases, the risk score incorrectly reset to baseline mode when a change request was modified, even if a questionnaire had been completed. If you upgraded to the Summer '26 release and your risk scores still reset to baseline mode, the corrected flow may not have deployed automatically. To resolve this, delete your existing active flow for risk evaluation. Navigate to Salesforce Go and turn off the Change Risk Score feature on the Change Management page. Refresh the page and turn the feature back on. This ensures the updated flow template deploys to your org. ## Change Request Attributes The following change request attributes are always included in the risk calculation. Each attribute has an assigned weight that determines its relative importance, and each answer option has a point value. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:12.5%"> <col style="width:25%"> <col style="width:12.5%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e152">Attribute</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e155">Weight</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e158">Answer</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e161">Point Value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e164">Contribution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Attribute" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e152 ">Impact</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e155 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">High</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Medium</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Low</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Attribute" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e152 ">Urgency</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e155 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">High</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Medium</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Low</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Attribute" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e152 "> <p>Schedule Lead Time </p> <p style="margin-bottom:0;">(Days between creation and estimated end date)</p> </td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e155 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">0–5 days</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">6–15 days</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">> 15 days</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Attribute" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e152 "> <p>Associated Issues </p> <p style="margin-bottom:0;">(Total incidents and problems linked to the change)</p> </td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e155 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">> 7 incidents or problems</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">2–6 incidents or problems</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">0–1 incidents or problems</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Attribute" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e152 ">Change Type</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e155 ">2</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Emergency</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">2 × 3 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Normal</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">2 × 2 = 4</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e158 ">Standard</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e161 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e164 ">2 × 1 = 2</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If no incidents or problems are associated with the change request, the Associated Issues attribute contributes 0 to the risk score and is excluded from the calculation. ## Risk Evaluation Questionnaire Questions When a user completes the risk evaluation questionnaire, the system adds 10 additional factors to the calculation. Each question has an assigned weight and multiple answer options with corresponding point values. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:11.11111111111111%"> <col style="width:22.22222222222222%"> <col style="width:11.11111111111111%"> <col style="width:22.22222222222222%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e421">Question</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e424">Weight</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e427">Answer</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e430">Point Value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62455e433">Contribution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">How critical is the impact of this change on a configuration item (CI) or business service?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Critical</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Somewhat Critical</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Not Critical</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">How complex is this change? (Consider the number of impacted CIs, tasks, and teams.)</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Complex</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Somewhat Complex</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Easy</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d62455e421 ">What is the level of difficulty to roll back this change?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Not roll back possible</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">4</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 4 = 12</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Complex</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Somewhat Complex</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Easy</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d62455e421 ">Is there a redundancy plan in place for this change? (A backup system or component that can take over if the infrastructure fails.)</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">No</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Yes</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="5" style="vertical-align:top;" headers="d62455e421 ">When is this change scheduled to be implemented?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="5" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Moratorium Window</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">5</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 5 = 15</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Peak Business Hours</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">4</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 4 = 12</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Non-Peak Business Hours</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Non-Business Hours</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Maintenance Window</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">What is the implementation team's experience with similar changes?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">3</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">New to the activity</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 3 = 9</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Familiar with the activity</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 2 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Expert at the activity</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">3 × 1 = 3</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">What is the duration of the implementation window?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">2</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Insufficient time to implement, verify, and roll back within the window</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 3 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Moderate risk of exceeding implementation window to implement, verify, and roll back</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 2 = 4</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Adequate time to implement, verify, roll back, and deal with issues</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 1 = 2</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">How many hours are required to implement this change?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">2</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">> 4 hours</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 3 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">1–4 hours</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 2 = 4</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">< 1 hour</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 1 = 2</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">Is the environment stable to support this change?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">2</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Unstable</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 3 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Somewhat Stable</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 2 = 4</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Stable</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 1 = 2</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e421 ">Can the change be tested post deployment?</td> <td data-label="Weight" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d62455e424 ">2</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">No ability to test</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">3</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 3 = 6</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Ability to test partially</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">2</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 2 = 4</td> </tr> <tr class=""> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e427 ">Ability to test fully</td> <td data-label="Point Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e430 ">1</td> <td data-label="Contribution" class="slds-cell-wrap" style="vertical-align:top;" headers="d62455e433 ">2 × 1 = 2</td> </tr> </tbody> </table> ## Example Calculation A database migration change request is created and a user completes the risk evaluation questionnaire. The system calculates the risk score by summing the contributions from all attributes and questionnaire responses. Step 1: Calculate Attribute Contributions - Impact: High (point value 3) × weight 3 = 9 - Urgency: Medium (point value 2) × weight 3 = 6 - Schedule Lead Time: 12 days (point value 2) × weight 3 = 6 - Associated Issues: 3 incidents (point value 2) × weight 3 = 6 - Change Type: Normal (point value 2) × weight 2 = 4 Attribute Subtotal: 9 + 6 + 6 + 6 + 4 = 31 Step 2: Calculate Questionnaire Contributions - Critical CI impact (point value 3) × weight 3 = 9 - Complex change (point value 3) × weight 3 = 9 - Complex rollback (point value 3) × weight 3 = 9 - No redundancy plan (point value 2) × weight 3 = 6 - Non-peak business hours (point value 3) × weight 3 = 9 - Team familiar with activity (point value 2) × weight 3 = 6 - Moderate window risk (point value 2) × weight 2 = 4 - 1–4 hours implementation (point value 2) × weight 2 = 4 - Somewhat stable environment (point value 2) × weight 2 = 4 - Fully testable (point value 1) × weight 2 = 2 Questionnaire Subtotal: 9 + 9 + 9 + 6 + 9 + 6 + 4 + 4 + 4 + 2 = 62 Step 3: Calculate Total Score and Risk Level Raw score: 31 (attributes) + 62 (questionnaire) = 93 Normalized score: (93 × 100) ÷ 126 = 74 (rounded). Risk level: High (51–75). ## Customizing Risk Calculation Admins can customize the weights, point values, and risk level thresholds to align with organizational risk tolerance. To modify the calculation logic, see [Modify Change Risk Assessment Logic for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cstmiz_decision_table.htm&release=264.0.0&type=5 "Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs. The decision table maps the normalized 1–100 score to a risk level."). <!-- document id=7f77831e6aac1e54c60297f25b8c424c83dcffe86d55ca7545f9115ce38a58fb url=/admin/current/en-us/service/264-0-0/it_srvcs_risk_scoring.md --> # How Risk Scores Are Calculated for IT Compliance Agentforce IT Service calculates two scores for every risk—an inherent score that reflects raw severity before any safeguards, and a residual score that shows what remains after mapped controls are factored in. Both scores are calculated automatically by the Business Rules Engine using the active risk scoring expression set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Scores give your compliance team an objective, repeatable way to compare threats across business units, products, and IT assets. Instead of relying on subjective judgment, the scoring formula turns stakeholder survey ratings into numbers your team can track, trend, and act on. ## The Two Scores on Every Risk Each risk carries two scores that update automatically based on different changes to your environment. - Inherent risk score: The severity of the risk before any controls are considered. It answers the question: how bad is this threat on its own? Use it to prioritize which risks need the most attention, regardless of the safeguards already in place. - Residual risk score: The severity that remains after the controls mapped to the risk are factored in. It answers the question: how much exposure remains after everything your team is doing to manage the risk? Use it to decide whether current safeguards are sufficient or whether further treatment is needed. Both scores are numeric values. A decision table in the expression set maps each number to a severity band—such as Low, Medium, High, or Critical—that appears on risk records, dashboards, and the Risk Heat Map. ## How the Expression Set Reads Your Risk Data The Business Rules Engine doesn't read record fields directly. Instead, it uses a context definition, a structured mapping that tells the expression set exactly which fields to read from which records, and which fields to write the results back to. The default risk scoring context definition connects three types of records to the expression set. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:32.43243243243243%"> <col style="width:40.54054054054054%"> <col style="width:27.027027027027025%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55452e107">Record type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55452e110">What the expression set reads (Input)</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55452e113">What the expression set writes (Output)</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Record type" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e107 ">Risk Evaluation</td> <td data-label="What the expression set reads (Input)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e110 "> <p>ImpactNumber—the numeric impact rating collected from stakeholder surveys.</p> <p style="margin-bottom:0;">LikelihoodNumber—the numeric likelihood rating collected from stakeholder surveys.</p> </td> <td data-label="What the expression set writes (Output)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e113 "> <p>InherentRiskScore—the calculated inherent score, written back to the Risk Evaluation record.</p> <p style="margin-bottom:0;">ResidualRiskScore—the calculated residual score, written back to the Risk Evaluation record.</p> </td> </tr> <tr class=""> <td data-label="Record type" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e107 ">Control Version (one row per mapped control)</td> <td data-label="What the expression set reads (Input)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e110 "> <p>EffectivenessRatingNumber—the numeric effectiveness rating assigned to the control version.</p> <p style="margin-bottom:0;">ControlWeightPercentage—the weight assigned to the control, which determines how much influence it has on the residual score relative to other mapped controls.</p> </td> <td data-label="What the expression set writes (Output)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e113 ">WeightedEffectivenessValue—the per-control weighted score, calculated as effectiveness multiplied by weight. This intermediate value feeds the residual score formula.</td> </tr> <tr class=""> <td data-label="Record type" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e107 ">Risk</td> <td data-label="What the expression set reads (Input)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e110 ">Risk metadata that provides context for the evaluation, such as the risk category and owner.</td> <td data-label="What the expression set writes (Output)" class="slds-cell-wrap" style="vertical-align:top;" headers="d55452e113 ">No output written directly to the Risk record by the default formula.</td> </tr> </tbody> </table> Attributes marked as input-only are read by the expression set but never overwritten. Attributes marked as input-output can be both read and updated, which is how the expression set writes the final scores back to the evaluation record. ## How Inherent Risk Score Is Calculated The inherent score is calculated first, before controls are considered. The default formula multiplies the two ratings that stakeholders provide on the Risk Assessment survey. `Inherent Risk Score = Likelihood × Impact` For example, if stakeholders rate a risk as Likelihood 4 out of 5 and Impact 5 out of 5, the inherent score is 20. The decision table then maps 20 to the Critical severity band. The expression set writes this result to the Inherent Risk Score field on the Risk Evaluation record as an output. ## How Residual Risk Score Is Calculated The residual score starts from the inherent score and reduces it based on the collective effectiveness of the controls mapped to the risk. The default formula runs in four steps. | Sequence | Step | Explanation | | --- | --- | --- | | 1 | Calculate a weighted effectiveness value for each control | For every control version mapped to the risk, the expression set multiplies the control's effectiveness rating by its assigned weight percentage. This produces a weighted contribution value for that control. | | 2 | Add the weighted values across all controls | The expression set adds up the weighted contribution values from all mapped controls to get a total weighted effectiveness score. | | 3 | Calculate the average weighted effectiveness | The expression set divides the total weighted effectiveness by the sum of all control weight percentages. This produces a single average figure that represents how well the combined set of controls is reducing the risk. | | 4 | Apply the residual formula | The expression set applies the average weighted effectiveness as a reduction factor to the inherent score: Residual Risk Score = Inherent Risk Score × (1 − Average Weighted Control Effectiveness ÷ 100) | A higher average control effectiveness means a larger reduction and a lower residual score. If no controls are mapped, the average effectiveness is zero, and the residual score equals the inherent score. ## Customizing the Scoring Formula Agentforce IT Service provides a default risk scoring expression set so your team can start scoring risks as soon as Risk Management is activated. An admin activates the default expression set during setup. The default expression set is a starting point, not a constraint. If your organization needs a different scoring methodology—for example, weighting financial risks more heavily than operational ones, or using a 1-to-10 scale instead of 1-to-5—an admin can clone the default expression set in the Business Rules Engine and modify the formulas. Custom expression sets can use different weights, add additional logic for ineffective controls, or introduce a minimum residual score floor. When the custom version is activated, all evaluations use the updated logic. ## How Scores Recalculate Automatically Scores are dynamically refreshed as conditions change. - When a Risk Assessment survey reaches its response threshold, the Business Rules Engine recalculates likelihood and impact on the parent evaluation, and the inherent score is updated. - When a control is mapped to or unmapped from the risk, the residual score recalculates to reflect the new set of safeguards. - When a treatment plan completes and new controls are mapped to the risk, the residual score updates to reflect the improved posture. - When Continuous Risk Monitoring is on, the background agent watches for changes—such as a control becoming ineffective or a new scope being added—and triggers a fresh evaluation when scores may have shifted. ## How Scores Are Tracked - Each Risk record's details page shows both the inherent and residual scores, along with the trend across past evaluations. - Each Risk Evaluation record shows the scores produced by that specific evaluation cycle. - The Risk Heat Map plots every risk on a likelihood-by-impact grid, using the inherent scores to position risks so leadership can see severity at a glance. ![Scoring the North America Sales Phishing Risk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Scoring the North America Sales Phishing Risk The compliance team at Cumulus Bank registers a Phishing Attack risk for the North America Sales business unit and runs a Q1 evaluation. Here is how the numbers flow through the expression set. Step 1: Collect survey ratings. Stakeholders respond to the Risk Assessment survey. The aggregated ratings come back as Likelihood 4 and Impact 5. Step 2: Calculate the inherent score. The expression set reads `LikelihoodNumber` (4) and `ImpactNumber` (5) from the Risk Evaluation record and multiplies them. Inherent Risk Score = 4 × 5 = 20. The expression set writes 20 to the `InherentRiskScore` field. The decision table maps 20 to Critical. Step 3: Calculate weighted effectiveness for each mapped control. The compliance team has mapped three controls to the risk. | Control | Effectiveness rating | Weight (%) | Weighted effectiveness | | --- | --- | --- | --- | | Hardware-key MFA | 60 | 40 | 2,400 | | Email security gateway | 65 | 35 | 2,275 | | Phishing awareness program | 50 | 25 | 1,250 | | Totals | — | 100 | 5,925 | Step 4: Calculate average weighted effectiveness. Sum of weighted effectiveness (5,925) ÷ Sum of control weights (100) = Average weighted effectiveness of 59.25. Step 5: Calculate the residual score. Residual Risk Score = 20 × (1 − 59.25 ÷ 100) = 20 × 0.4075 = 8.15, rounded to 8. The expression set writes 8 to the `ResidualRiskScore` field. The decision table maps 8 to Medium. The result tells leadership that while the phishing threat is inherently Critical, the existing controls have brought the residual exposure down to Medium. The risk is still actively monitored, and any change to a control's effectiveness—such as the phishing awareness program lapsing—triggers a recalculation that could push the residual score back up. <!-- document id=2ad1d33aea6a3bb86cc581e64d487673497ccf085687c52555e6b95e13ab13b2 url=/admin/current/en-us/service/264-0-0/svc_site_copilot_operation.md --> # How Service Catalog Works in Agent (Beta) Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Actions in Service Catalog have a specific processing and output framework compared to standard Agent actions. Here are a few details to keep in mind. ## Standard Actions and Service Catalog Actions Agent uses [standard actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US) to accomplish key tasks in Salesforce, such as summarizing records. Service Catalog actions complete catalog item requests for customers in your help site so they don’t have to search your catalog or contact support. Service Catalog actions aren’t included in the Agent Actions page with the rest of the standard actions. To use actions in Service Catalog, you must create custom actions using the Agent custom action guided setup and selecting **Service Catalog Item** as the reference action type. The Service Catalog Item reference type provides Service Catalog specific processing and outputs for all your catalog items. When the reference action type is selected, you then choose which catalog items to turn into actions. ![Service Catalog action example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_copilot_action.png) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Catalog Agent actions are built in the custom action guided setup for use in Setup. Setup and use of Service Catalog actions in your self-service site and digital channels aren't available. ## Actions, Items, and Outputs Actions tell Agent how to accomplish tasks for users. In Service Catalog, an action is associated with a catalog item. Agent uses the LLM to identify a catalog item that resolves the customer's contact reason and then uses an action to execute the item for the customer. Agent removes the need for customers to search the catalog or contact support. For example, if a customer asks Agent for help with updating their phone number or email, an action associated with a catalog item for the related service is called that executes the item for the customer. Item execution is where Agent provides the item to the customer using one of these methods. | Execution Method | What’s Provided to the User (Agent Output) | | --- | --- | | Actionable | A Service Catalog request ID for the item | | Shareable | A URL link to the catalog item in your Service Catalog site | Items provided to customers as Service Catalog request outputs are actionable by Agent. An actionable item means Agent executes the item for the customer by opening a Service Catalog request and then provides them a recordID for the request. Items provided as URL outputs are shareable by Agent. In this execution method, Agent generates and shares a URL for the catalog item in your site that customers request on their own. ## What Determines the Output? All catalog items require a fulfillment that contains one of these flows: Autolaunch, Orchestration, or Screen. Each flow type is associated with one of the execution methods, which then determines the output type. Here’s a table outlining the Agent output types for Service Catalog items based on the flow included in their fulfillment. These outputs apply to any item that has an action associated with it. | Flow Included in Fulfillment | Execution Method | Agent Output | | --- | --- | --- | | Autolaunched | Actionable | A record ID created for the catalog item request formatted as a 27-digit string with letters and numbers | | Orchestration or Screen | Shareable | A URL link to the catalog item in your Service Catalog site | Here's a summary of Agent processing in Service Catalog. ![Agent in Service Catalog output processing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_copilot_op_diagram.png) ## Getting Started with Service Catalog Actions We’ve provided three catalog items for common contact reasons that are available for download. See [Build Service Catalog Actions (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5 "Set up and configure Service Catalog actions to resolve customer contact reasons with Agents."). - Update Email Address - Update Phone Number - Open a Support Case Each item contains an autolaunched flow, which makes them actionable by Agent. The outputs are Service Catalog requests in the form of a record ID. The provided sample items expedite your Agent setup for Service Catalog. These items are associated with actions of the same name that are automatically populated in the Agent custom action guided setup. Service Catalog actions are set up like custom actions, but they’re ready for you to use right away, with no configuration required. To access the sample Service Catalog items and associated actions, download the sample items, launch the Agent actions guided setup, and then select **Service Catalog Item** as the Reference Action Type. Then choose which catalog items to turn into actions in the Reference Action field. See [Build Service Catalgo Actions (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&type=5&language=en_US). ## Actions for Other Items in Your Catalog To use Agent for other items in your catalog, you can create custom actions using the Agent actions guided setup. All published items in your catalog automatically populate in the model's Reference Action field so you can quickly create custom actions. However, you must specify the instructions for the actions and its input and output settings. See [Best Practices for Agent Action Instructions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_instructions.htm&type=5&language=en_US). As you build actions for your catalog items, be sure to keep the flow, execution method, and output type parameters presented above in mind. #### See Also - [_Salesforce Help_: Flow Types](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_type.htm&type=5&language=en_US) - [_Salesforce Help_: Catalog Fulfillments](https://help.salesforce.com/s/articleView?id=service.svc_catalog_fulfillments.htm&release=264.0.0&type=5 "Catalog fulfillments are the pieces of automation that makes processing user-generated requests simple. Fulfillments ensure that service requests are accomplished efficiently and effectively and that customers receive the services they request. Fulfillments make it easier for customers and service providers to track the progression of a catalog request and ensure that all required steps are completed.") - [_Salesforce Help_: Service Catalog Action Reference (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_ref.htm&release=264.0.0&type=5 "Review the actions associated with Service Catalog.") - [_Salesforce Help_: Build Service Catalog Actions (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5 "Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.") <!-- document id=e52dc0a566882379f3ad3637d919e59a5254ab1bb7cf855d27772caab842157f url=/admin/current/en-us/service/264-0-0/it_srvcs_how_srvmgmt_work_together.md --> # How Service Management Records Work Together in IT Services Agentforce IT Service management records are interconnected and work together for service stability and efficiency. While incidents and service requests capture employees needs, problems, change requests, and releases help IT teams implement long-term fixes and planned updates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## The Journey from Disruption to Resolution The IT service management process is a continuous loop that begins with an incident and can lead to a formal release. This table summarizes how each record is used in IT services and what it helps IT teams achieve. | RECORD TYPE | USAGE | GOAL | | --- | --- | --- | | Incident | Unplanned disruption | Restore service quickly | | Service Request | Standard request or preapproved change request | Fulfill efficiently through defined steps | | Problem | Recurring or complex issues | Identify root cause and prevent recurrence | | Change Request | Controlled modification | Implement a long-term fix safely | | Release | Deploy approved change request | Coordinate rollout with minimal impact | Service requests track standard requests and preapproved change requests. If a request is logged as an incident, IT teams can create a service request from the incident to complete fulfillment efficiently. For more information, see [Create Service Requests from Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&type=5#srfrominc&language=en_US). This interconnected workflow leads a reported incident to a long-term, proactive solution. It moves the IT team from a reactive, firefighting mode to a strategic approach that improves service quality and operational performance over time. With service maps that show affected and impacted configuration items for an issue in a visual and interactive graph, and AI actions that help IT fulfillers react to the smallest of updates during the entire IT service lifecycle, the records in Agentforce IT Service helps IT teams work cohesively towards faster and effective resolution. Across these records, IT teams and employees communicate through ticket comments, a dedicated thread of deliberate human updates that stays separate from system-generated feed activity. For more information, see [Add Ticket Comments to an Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&type=5#ticket_comments&language=en_US). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example | Record | Purpose | Example | | --- | --- | --- | | Incident | The issue is an unplanned disruption and the goal of the IT team is to restore service quickly. | An employee reports that their company laptop suddenly lost Wi-Fi connectivity. The IT team creates a high-priority incident to immediately troubleshoot the issue and get the user back online. | | Problem | The issue is recurring and needs root cause analysis to prevent repeat incidents. | The IT team notices that multiple employees have been reporting Wi-Fi connectivity issues in the same building. They create a problem record to investigate if there's a hardware fault with a specific network router that is causing the recurring incidents. | | Change Request | The issue requires a controlled update to the IT environment that must be reviewed and approved. | The problem investigation reveals a faulty router. A change request is created to schedule the replacement of the router during a maintenance window. The request is sent for approval to ensure all stakeholders are aligned. | | Release | The issue involves deploying an approved change into the live environment and validating rollout. | After the change request for the new router is approved, it is tied to a release record. The release team uses this record to track the deployment of the new hardware and verify that the fix is successfully implemented for all affected employees. | | Service Request | The issue is a standard request for something new and follows a defined fulfillment process. | An employee requests VPN access for a new project. The IT team creates a service request to track the request and complete the standard fulfillment steps. | <!-- document id=322ec521d08e1610dcdc3ea9f32b5855c91b2218c970b61aff1c1de6af77e895 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_app_communication.md --> # How the Discovery Application Connects Salesforce and Target Systems Keep asset data in CMDB accurate and current with reliable agentless scans. Understand how the Discovery Application receives scan instructions from Salesforce, collects asset details from target systems through supported protocols, and returns scan results to Salesforce for processing. Use this communication flow to plan network access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> The Discovery Application runs on a Windows host in your environment and is the scanning engine for agentless discovery. A scan job uses the targets, probes, and credentials that you configure in Salesforce to define which systems to scan and how to connect to them. The Discovery Application performs the scans and returns the collected asset data to Salesforce for processing in Configuration Management Database (CMDB). ## Communication with Salesforce The Discovery Application initiates an outbound HTTPS connection on port 443 to Salesforce. Through this connection, the application receives scan instructions and sends scan results to Salesforce. Plan persistent outbound access from the Discovery Application host so that scheduled and on-demand scan jobs can run and return results. Salesforce processes the returned data and uses identification rules to match discovered assets with existing configuration items (CIs). When Salesforce finds a match, CMDB updates the CI with the latest discovered data. When no match exists, CMDB creates a CI. This flow helps keep infrastructure data current without manually maintaining each record. For more information about identification rules, see [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated."). ## Communication with Target Systems For targets that the Discovery Application can reach, the application initiates connections from its Windows host. The probe that you select for a target determines the protocol that Discovery uses. Discovery uses these protocols for supported target systems: - Windows Management Instrumentation (WMI) or PowerShell Remoting for Windows - Secure Shell (SSH) for Linux and macOS - Simple Network Management Protocol (SNMP) for network devices - HTTPS APIs for virtualization targets Supported cloud discovery uses provider APIs over HTTPS to collect platform-level resource data. To collect operating-system details from a cloud virtual machine, use an agentless or agent-based scan in addition to cloud discovery. Each connection uses the credentials that are associated with the target. Network and security teams can use the target type and probe to identify the required access before scans begin. ## Credential Security Salesforce stores discovery credentials as Named Credentials in your Salesforce org. Credentials aren't accessible from other Salesforce orgs and are encrypted at rest by using a key management service (KMS). Before Salesforce transmits a credential, it decrypts the credential on the server and encrypts it with the public key that is unique to the Discovery Application instance. The credential is transmitted over TLS, and only that Discovery Application can decrypt it with its private key. During a scan, the application holds the credential in memory only and doesn't write it to disk or logs. The Discovery Application uses its application secret to obtain an access token for its connection to Salesforce. To rotate the application secret, reinstall the Discovery Application. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Agentless Discovery Across a Data Center An IT operations team installs the Discovery Application on a Windows host that can reach its data center. Salesforce sends a scan job to the application over the outbound HTTPS connection. The application uses WMI to scan Windows servers, SSH to scan Linux servers, and SNMP to scan network devices. The application returns the collected data to Salesforce, where CMDB creates or updates the corresponding CIs. <!-- document id=ff4a58c12872bd4a2501a3f5cca138975071666bd48d282f844c171a4c0c7a0f url=/admin/current/en-us/service/264-0-0/bots_service_asa_how_it_works.md --> # How the Upgrade Agent Tool Works The Upgrade Agent tool analyzes your Einstein Bot's dialogs, intents, and action steps to generate an Agentforce Service Agent. The tool creates subagents based on grouped dialogs with similar intents, and generates agent actions from bot action steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table> The Upgrade Agent tool is available on [Agentforce Labs](https://labs.agentforce.com/upgrade-agent). The tool uses generative AI to analyze your bot and create an equivalent agent. ## How Subagents Are Generated After gathering details about your bot, the tool identifies which dialogs or dialogs groups it can create subagents from. Typically, the tool uses all dialogs that have intents and utterances. Then, Agentforce groups similar intents and dialogs together and, based on each group, generates a classification description, scope, and subagent instructions. If a dialog has custom conditional logic, that logic is included in the subagent instructions. [Learn more about subagents](https://help.salesforce.com/s/articleView?id=ai.agent_topics.htm&type=5&language=en_US). ## How Agent Actions Are Generated After identifying dialogs to create subagents from, the tool creates agent actions based on action steps in those dialogs. For each agent action, Agentforce generates a description and input and output parameters. [Learn more about actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_instructions.htm&type=5&language=en_US). - Action steps that only help the bot navigate conversations - Action steps that create feedback logs ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example Bot Dialogs with Flow-Based Action Steps - Service Request dialog with an action step that creates a service request - Get Service Status dialog with an actions step that retrieves a service request - Reschedule Service dialog with an action step that updates a service request - Customer Details dialog - Vehicle Details dialog Subagent with Agent Actions Service Appointment Management subagent with Manage Service Appointment, Get Service Request, and Get Car Models actions. <!-- document id=f5d014e270782da8a578b49245b8b10984e55433898f06f0aa4f3a8b20e0eabf url=/admin/current/en-us/service/264-0-0/wfs_schedule_field_flow_grading.md --> # How the Workforce Scheduling Flow Grades Time Slots When a user selects Schedule a New Appointment or Change Time Slot for a field appointment, the scheduling flow grades each available time slot against the active scheduling policy and tags the top options as Ideal or Recommended. This grading method applies to field appointments only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## How Grades Are Calculated The grade reflects how closely the slot adheres to your organization’s business goals. Each candidate slot represents a service resource, a date, and an arrival window. The scheduling engine grades a slot in two stages. First, the engine calculates the marginal cost of adding the appointment to that resource’s schedule—the difference between the resource’s schedule penalty with and without the new appointment. Only this delta drives the comparison, so pre-existing schedule load won’t affect the grade. Next, the engine maps each slot’s penalty to a 1–100 grade. The slot with the lowest penalty anchors at 100. Other slots are graded relative to the top slot: (Best Penalty / Slot Penalty) × 100. Grades are set to a baseline minimum of 1, ensuring that even the worst slot isn’t scored 0. Because grades are proportional to marginal cost, functionally similar slots receive similar grades. Two slots whose marginal costs differ by a small amount appear with grades that differ by a small amount, not by the full 100-point spread. When the active scheduling policy has no objectives configured, grades aren’t meaningful. In that case, the engine suppresses grades and tags, and the slot list sorts by time. ## Search Range and Limits The candidate search range is capped at 30 days from the appointment’s Earliest Start, regardless of the Due Date. The effective end date is whichever comes first: the appointment’s Due Date, or 30 days after its Earliest Start. Setting a Due Date further out than 30 days doesn’t return additional slots. When the 30-day cap is in effect, the scheduling flow shows the effective end date so users can see the range that was actually searched. ## Reviewing Graded Time Slots To simplify decision-making, the scheduling flow highlights the best available time slots with tags. The Ideal tag is applied to every slot that shares the highest grade in the candidate set—if multiple slots tie for the top grade, they all get the tag. The Recommended tag is applied to every slot that shares the second-highest distinct grade, giving users a reliable set of high-quality fallback options. By default, graded slots are sorted from highest to lowest grade (**Sort by Score**). Users can switch to **Sort by Time** to order by start time, or narrow the list with **Filter by Date**. Tags stay attached to their assigned slots when the sort changes, so top options remain identifiable. Users can also switch the active scheduling policy inline. Selecting a different policy submits a new candidate search and returns a fresh set of graded slots. When the search returns no available slots, users can adjust Earliest Start or Due Date and rerun the search, or switch to a different scheduling policy. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Guidelines for Creating a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_guidelines.htm&release=264.0.0&type=5 "A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning.") - [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.") - [Schedule, Reschedule and Unschedule Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") <!-- document id=6d5dc189fd688bc4e827445e46f757c838b5863ee7ac00ac68e4bb5152c4565d url=/admin/current/en-us/service/264-0-0/knowledge_creation_example.md --> # How To Use Einstein Knowledge Creation Responses Across Article Types To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example A service rep helps a customer troubleshoot and resolve an issue. Service Rep: Hello, my name is Amanda with Tech Retailer. Thank you for being a valued customer! What can I assist you with today? Customer: Hi, I’m having issues connecting to the internet- it's very slow and my wifi is patchy. Service Rep: Sure I can help with that. Can you confirm the email associated with your account? Customer: Sure! It’s nathalie@techretailer.com. Service Rep: Great, thanks for confirming. For your wifi issue, I’ll need to get some more information. Do you have the router make and model? Customer: Yes, it's SuperFast Router 100. Service Rep: Great, thanks. To start off with, can you turn the router off then on again? Customer: Hmm that didn’t work, it still isn’t working right. Service Rep: Okay, please hold on while I check into this. The service rep checks in the article recommendations component, but no relevant article exists. They found a knowledge gap! To get an answer to the customer’s issue, the service rep messages a peer, and their manager then waits. After they get an answer, they return to the customer. Service Rep: Thank you for waiting! Can you check the software version in the settings section of our connected app? Customer: Sure, it says version 1.1.1. Service Rep: I see the issue, we recently released a new version 1.1.2 that fixes some of the bugs in the earlier version. To update to the latest version, go to updates and click download. Once the download is complete, you’ll need to restart the router. Customer: Okay, it downloaded the new software version and I reset the router. It’s working perfectly! Service Rep: That's great to hear! To avoid issues from outdated software, you can sign up for automatic updates from the Tech Retailer app. Go to settings and toggle on Auto Update. Customer: Thanks, I toggled it on. Service Rep: Is there anything else I can assist you with today? Customer: No, that's all. Service Rep: Okay, great. Thank you for choosing Tech Retailer! While this service rep solved the customer’s issue, a problem still exists. Without a knowledge article to capture this process, other service reps don’t know how to help customers with the same issue. And to fill this knowledge gap, the service rep must manually write a knowledge draft, leading to lost time and longer wait queues for customers. Instead, we can ask Einstein to draft a knowledge article based on information from the conversation transcript. Using the example conversation, see how Einstein tailors text for each available response type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Response Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Example</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Question and Answer</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p dir="ltr">Q: What is the recommended solution if my internet connection is slow despite restarting the router?</p> <p style="margin-bottom:0;" dir="ltr">A: If restarting the router doesn't improve your internet speed, you can check the software version in the settings section of our connected app. Make sure to update to the latest version available to address potential issues.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Environment</td> <td class="slds-cell-wrap" style="vertical-align:top;">This issue concerned wifi router model SuperFast 100 on software version 1.1.1.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Issue</td> <td class="slds-cell-wrap" style="vertical-align:top;">The user is experiencing slow internet connection and patchy WiFi.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Problem</td> <td class="slds-cell-wrap" style="vertical-align:top;">The technical issue was outdated router software (1.1.1), causing connectivity issues. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Process Steps</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ol> <li dir="ltr">Update to the latest software version from settings in the Tech Retailer app.</li> <li dir="ltr">Turn on Auto Update to automatically download new software versions in the future.</li> </ol> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Resolution</td> <td class="slds-cell-wrap" style="vertical-align:top;">The issue of slow internet and patchy WiFi was resolved by updating the router's software version. The customer downloaded the new version 1.1.2 and restarted the router, resulting in a perfectly working connection. To prevent future issues, the customer enabled automatic updates through the Tech Retailer app.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Root Cause</td> <td class="slds-cell-wrap" style="vertical-align:top;">The software version 1.1.1 of the SuperFast Router 100 has unspecified bugs that are causing the connectivity issues.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Summary</td> <td class="slds-cell-wrap" style="vertical-align:top;">The customer reports connectivity issues, and the service rep suggests restarting the router. When that doesn't solve the problem, the service rep checks the software version and recommends updating to the latest version. After updating and restarting the router, the issue is resolved. The service rep advises the customer to enable automatic updates to prevent future issues.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Troubleshooting Steps</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Troubleshooting Steps:</p> <ol> <li>Verify Router Make and Model: Ask the customer for the router make and model. In this case, the customer's router is the SuperFast Router 100.</li> <li> Power Cycle the Router: Instruct the customer to turn off the router and then turn it back on again. This step helps in resolving minor connectivity issues.</li> <li> Check Software Version: Ask the customer to access the settings section of the connected app and provide the software version. In this case, the customer's software version is 1.1.1.</li> <li> Compare Software Version: Compare the customer's software version with the latest available version. In this case, version 1.1.2 is the latest release.</li> <li> Update Software: Inform the customer about the availability of the latest software version. Instruct them to navigate to the updates section in the app and initiate the download of version 1.1.2.</li> <li> Restart the Router: Once the download is complete, advise the customer to restart the router. This step ensures that the new software version is properly applied.</li> <li> Verify Connectivity: Ask the customer to test the internet connection and assess if the issue has been resolved. If the problem persists, proceed to the next troubleshooting step.</li> <li> Contact Customer Support: If the issue still persists, kindly inform the customer to reach out to Tech Retailer's customer support for further assistance. Provide them with the appropriate contact details or direct them to the support section of the app.</li> </ol> <p style="margin-bottom:0;">Remember, these troubleshooting steps are specific to the issue mentioned in the conversation and may not apply to all connectivity problems.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Workaround</td> <td class="slds-cell-wrap" style="vertical-align:top;">A possible workaround for the slow internet and patchy wifi issue could be to restart the router. The service rep initially suggested turning the router off and on again as a troubleshooting step. While this didn't immediately resolve the issue, it is a common and simple workaround that may address connectivity issues for some users.</td> </tr> </tbody> </table> Example text generated by OpenAI, GPT 3.5 Turbo, January 2024. AI-generated responses are unique, so your results can vary. In this example, for a customer-facing help article, a Salesforce admin includes the issue, process steps, and resolution. After fact-checking and reviewing the Einstein draft by the service rep, we have an article like this one. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:100%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Update Your Router Software for Better Internet</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Issue: Slow internet connection and patchy WiFi. </p> <p>Problem: Outdated router software (1.1.1), causing connectivity issues.</p> <div> <p>Process Steps: </p> <ol> <li>Update to the latest software version (1.1.2) from settings in the Tech Retailer app. </li> <li>Then, restart the router. </li> <li>Turn on Auto Update to automatically download new software versions in the future.</li> </ol> </div> <p style="margin-bottom:0;">Resolution: Download the new software version (1.1.2), restart the router and check the internet connection. To prevent future issues, enable automatic updates. </p> </td> </tr> </tbody> </table> For the same conversation, we can select a Knowledge record type focused on troubleshooting for service reps, which includes details like the issue, environment, problem, resolution, root cause, and troubleshooting steps. After fact-checking and reviewing the Einstein draft by the service rep, we have an article like this one. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:100%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Update Router Software to Fix Internet Connection</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Issue: The user is experiencing slow internet connection and patchy WiFi. </p> <p>Environment: This issue concerned wifi router model SuperFast 100 on software version (1.1.1).</p> <p> Problem: The technical issue was outdated router software (1.1.1), causing connectivity issues. </p> <p>Resolution: The issue of slow internet and patchy WiFi was resolved by updating the router's software version. The customer downloaded the new version (1.1.2) and restarted the router. To prevent future issues, the customer enabled automatic updates through the Tech Retailer app. </p> <p>Root Cause: The software version (1.1.1) has unspecified bugs that are causing the connectivity issues. </p> <p>Troubleshooting Steps:</p> <ol> <li> Verify Router Make and Model: Ask the customer for the router make and model. Power Cycle the Router: Instruct the customer to turn off the router and then turn it back on again. This step helps in resolving minor connectivity issues. </li> <li>Check Software Version: Ask the customer to access the settings section of the connected app and provide the software version. </li> <li>Compare Software Version: Compare the customer's software version with the latest available version.</li> <li>Update Software: Inform the customer about the availability of the latest software version. Instruct them to navigate to the updates section in the app and initiate the download of the newest version.</li> <li>Restart the Router: Once the download is complete, advise the customer to restart the router. This step ensures that the new software version is properly applied. </li> <li>Verify Connectivity: Ask the customer to test the internet connection and assess if the issue has been resolved. If the problem persists, proceed to the next troubleshooting step.</li> <li>Contact Customer Support: If the issue still persists, kindly inform the customer to reach out to Tech Retailer's customer support for further assistance. Provide them with the appropriate contact details or direct them to the support section of the app.</li> </ol> <p style="margin-bottom:0;">Remember, these troubleshooting steps are specific to the issue mentioned in the conversation and may not apply to all connectivity problems. </p> </td> </tr> </tbody> </table> With a few quick edits, you have a detailed knowledge article ready to add to your knowledge base. #### See Also - [Knowledge Fields for Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_learn_knowledge_fields.htm&release=264.0.0&type=5 "Learn how field mapping and response types affect your article drafts.") - [Einstein Knowledge Creation Response Glossary](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_glossary.htm&release=264.0.0&type=5 "Get an overview of each mapping option for knowledge article creation.") <!-- document id=c81953ace033bcbcba113e6dffbeb963a3f6fb77952f9d1ee636b365d2474670 url=/admin/current/en-us/service/264-0-0/wfs_manage_interactions_mapping.md --> # How Workforce Scheduling Interactions Map to Service Appointments Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> When a user schedules a new Interaction (creates an Interaction), Workforce Scheduling creates the underlying Service Appointment automatically. A Service Appointment carries the fields the scheduling engine reads and writes: Assigned Resource, Status, Priority, and Work Type. The Interaction references (links to) the underlying record through a lookup field. The Service Appointment behind an Interaction doesn’t appear in the Operations Console, only the Interaction does. When a Service Appointment is associated with an Interaction, Workforce Scheduling hides it from the Service Appointment list on the Operations Console, the Operations Console Gantt, and the map view. The underlying Service Appointment record is still queryable through the [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources), and exportable through reports. This gives the scheduling engine a record to act on while keeping the Interaction as the record users see. Updates flow through the Service Appointment: 1. A user creates or edits an Interaction. 2. The scheduling engine reads fields from the Interaction and writes the change to the underlying Service Appointment. 3. The scheduling engine runs the requested action against the Service Appointment. 4. The Service Appointment’s assigned resource, scheduled time, and status flow back to the Interaction. On the Interaction record page, the interaction type, assigned resource, and scheduled time are read-only — users see the current state without opening the Service Appointment. Reports and API queries against the Service Appointment object return the underlying records alongside any other Service Appointments. The data model (field) mapping between Interactions and Service Appointments is defined by the standard [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&release=264.0.0&type=5 "Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management.") definition that ships with Workforce Scheduling. #### See Also - [What Are Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5 "An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.") - [Working with Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_work_with.htm&release=264.0.0&type=5 "Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction.") - [Context Service](https://help.salesforce.com/s/articleView?id=ind.context_service.htm&type=5&language=en_US) <!-- document id=dbb5317b24aae044521cf5a3ce75a8489d0c8544c499ae71d9e014a3a59a92b8 url=/admin/current/en-us/service/264-0-0/wfs_context_service_use.md --> # How Workforce Scheduling Uses Context Service Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> When a user schedules a service appointment or an interaction, the scheduling flow uses a standard context definition to gather the required data, such as work type, location, and scheduled times, from the relevant Salesforce objects. A context definition describes a logical data model — a structure of nodes and attributes. Each context definition contains mappings that tell Context Service where to fetch that data and where to write it back. Standard context definitions provide preconfigured mappings between context attributes and Salesforce object fields. Each mapping is designed for a specific scheduling scenario, so the correct data is collected and passed to the scheduling flow automatically. You can’t edit or delete a standard context definition. However, you can extend or clone a standard definition to create a customized version for your use cases. When you extend a standard definition, update the context definition in Object Mapping for Unified Scheduling in Salesforce Go. To access context definitions in your org, from Setup, in the Quick Find box, enter Context Definitions, and then select **Context Definitions**. Standard definitions are listed on the Standard Definitions tab. <!-- document id=6bda1c6888d326d854ff78491d384467d29ae44db9088cd8eda8b90100249ef7 url=/admin/current/en-us/service/264-0-0/wfs_manage_visits_mapping.md --> # How Workforce Scheduling Visits Map to Service Appointments Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> When a user schedules a new Visit (creates a Visit), Workforce Scheduling creates the underlying Service Appointment and parent Work Order automatically. The Work Order inherits the Visit’s account, contact, and address. A Service Appointment carries the fields the scheduling engine reads and writes: Scheduled Start, Scheduled End, Assigned Resource, Status, Priority, Arrival Window, Work Type, and Geolocation. The Visit references (links to) both underlying records through lookup fields. The Service Appointment and Work Order behind a Visit don’t appear in the Operations Console, only the Visit does. When a Service Appointment is associated with a Visit, Workforce Scheduling hides it from the Service Appointment list, the Operations Console Gantt, and the map view. The underlying Service Appointment record is still queryable through the [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources), and exportable through reports. This gives the scheduling engine a record to act on while keeping the Visit as the record users see. Updates flow in one direction: 1. A user creates or edits a Visit. 2. The scheduling engine reads fields from the Visit and writes the change to the underlying Service Appointment. 3. The scheduling engine runs the requested action against the Service Appointment. 4. The Service Appointment’s assigned resource, scheduled time, and status flow back to the Visit. On the Visit record page, the assigned resource, scheduled time, and status are read-only — users see the current state without opening the Service Appointment. Reports and API queries against the Service Appointment object return the underlying records alongside any other Service Appointments. The data model object mapping between Visits and Service Appointments is defined by the standard [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&type=5&language=en_US) definition that ships with Workforce Scheduling. #### See Also - [What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5 "A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.") - [Working with Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_work_with.htm&release=264.0.0&type=5 "Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit.") <!-- document id=e0f7fd77cf455a4b7ef206316dc681021d0262fbb6ec3f3d704803be2d184afa url=/admin/current/en-us/service/264-0-0/es_hr_service_agent_setup.md --> # HR Service Agent Setup Setting up the HR service agent involves some important steps, including turning on Einstein and Agentforce and creating an agent from the Agentforce HR Service Agent template. Your employees can use the agent to check leave balance, get direct deposit details, get enablement program details, submit expense claims, submit leave requests, update profile information, and update direct deposit details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[MuleSoft Application Setup for Third-Party Integrations](https://help.salesforce.com/s/articleView?id=service.es_mulesoft_setup_third_party.htm&release=264.0.0&type=5)** To enable third-party integrations, MuleSoft setup allows you to configure the provided agent action and service process functionality with specific requirements for each agent. This setup ensures smooth integration and provides the flexibility needed for various agents and service processes, making it a versatile solution that can be adapted for use with other Human Capital Management (HCM) systems. To get started on MuleSoft setup, refer to the following links as listed. - **[MuleSoft API Specifications for Agent Actions and Service Processes](https://help.salesforce.com/s/articleView?id=service.es_mulesoft_api_specifications.htm&release=264.0.0&type=5)** These API specifications are designed to provide a clear and structured framework for integrating and managing various agent actions within the MuleSoft environment. Each API is tailored to support specific agent actions, ensuring that users can efficiently handle tasks such as managing absences, updating worker details, processing payment enrollments, and managing expense reports. - **[Einstein Generative AI Setup](https://help.salesforce.com/s/articleView?id=service.es_einstein_generative_ai_setup.htm&release=264.0.0&type=5)** Enable your HR service agent to access generative AI features to create personalized and contextually relevant content, enhancing employee engagement. - **[Enabling Agentforce](https://help.salesforce.com/s/articleView?id=service.es_enabling_agentforce.htm&release=264.0.0&type=5)** To create an HR service agent from the Agentforce HR Service Agent template, turn on Agentforce. - **[Create an HR Service Agent from Template](https://help.salesforce.com/s/articleView?id=service.es_create_an_hr_service_agent_from_template.htm&release=264.0.0&type=5)** An HR Service agent intelligently supports your employees by handling their service requests and escalating to reps when necessary. Use the Agentforce HR Service Agent template to create an agent designed to resolve common employee support cases and requests. This template is available with Agentforce Employee Agent (AEA). - **[Agentforce HR Service Standard Asset Reference](https://help.salesforce.com/s/articleView?id=service.es_agentforce_hr_service_standard_asset_reference.htm&release=264.0.0&type=5)** The Agentforce HR Service template includes preconfigured subagents and actions designed to address employee requests. How you deploy these assets depends on whether you are using the Flow Connector model or the custom integration model. - **[Set Up HR Agentforce Assets Before Activation](https://help.salesforce.com/s/articleView?id=service.hr_svc_activate_af_assets.htm&release=264.0.0&type=5)** Configure the dependencies that each HR Agentforce asset needs before you activate it. Most assets use connector authentication, Service Catalog Item setup, or both, plus a few asset-specific variables. <!-- document id=b669b9cab941420ec80226692fc722942e673419bb6c844ef2088d0075832302 url=/admin/current/en-us/service/264-0-0/es_hr_service_analytics_with_service_insights.md --> # HR Service Analytics with Service Insights Help your HR leadership enhance their service delivery by giving them real-time data visualizations in Service Insights dashboards. The dashboards provide metrics that show the trends for case performance and satisfaction scores, enhancing effective case management and service operations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Service Insights, perform these tasks: - Create a Data 360 Salesforce CRM Connection for Service Insights. - Ensure your Service features are enabled for Service Insights. - Update the Data Cloud Salesforce Connector Permission Set. - Install the Service data kit for Service Insights. - Install Service Insights. See [Improve Operations with Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_intro.htm&language=en_US&type=5). <!-- document id=d006b52480fb83cb0319d5da0557dc850b249d34c6a32f451ed459ef30249ef5 url=/admin/current/en-us/service/264-0-0/hr_svc_catalog_lib.md --> # HR Service Catalog Library Accelerate your time to value by providing your employees with a library of out of the box intake and fulfillment workflows for high demand HR needs. These preconfigured service templates cover common scenarios like payroll, leave requests, and benefits, allowing you to deploy professional self service experiences without designing processes from scratch. You can run these workflows as standalone processes for internal fulfillment or link them to third party HR systems using prebuilt connectors. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The prebuilt intake and fulfillment flows in service catalog templates are not localized. Flow screen labels appear in English regardless of the user's locale. - **[Connector Based HR Service Templates](https://help.salesforce.com/s/articleView?id=service.hr_svc_cnctr_based_tmplts.htm&release=264.0.0&type=5)** Use these templates to automatically sync core workforce actions directly with your external systems of record. Provide employees and HR service representatives with structured intake forms that seamlessly pass data to third-party HR, identity, and financial platforms via preconfigured connectors. This ensures instant data consistency across your integrated HR tech stack, minimizes manual data entry errors, and triggers automated downstream workflows. - **[General HR Service Templates](https://help.salesforce.com/s/articleView?id=service.hr_svc_gen_tmplts.htm&release=264.0.0&type=5)** Manage standard workforce requests, personal profile updates, and operational workplace workflows with structured service templates. Consistent data collection helps teams route requests efficiently through manual fulfillment or custom flows. <!-- document id=bad20dbe39edfde739565eeb19cea3222c74e48a6551861d2b80b97c0a718f99 url=/admin/current/en-us/service/264-0-0/es_welcome_to_hr_service_workspace.md --> # HR Service Console Features The Home page is the main landing page after you log in. It provides service representatives a quick overview of the cases assigned to them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![HR Service Console Home page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_hr_service_workspace.png) Key features of the Home page are: - Employee Portal Dashboard (1): The dashboard provides a visual summary of the cases assigned to a service representative. The dashboard shows case information from these reports: - My Cases: The count of the cases assigned to the service representative. - Cases By Priority: The count of cases by priority. - Cases By Type: The count of cases by type. - Average Resolution Time: The average resolution time for cases by case origin. You can view a report by clicking View Report on a dashboard tile or by opening the Reports page from the navigation menu and clicking a report. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only admins can edit the dashboard to show relevant reports. - My Cases list view (2): The list view shows the recent cases assigned to you. Clicking a case opens the case record page. <!-- document id=0e26c06e1699956a8c097093a1631b5670f299bba05d4b7215038e590e7176ac url=/admin/current/en-us/service/264-0-0/es_hr_service_workspace_set_up.md --> # HR Service Console Setup Assign permissions to your service representatives. Configure the dashboard and reports, create compact layouts for the Person Account and Contact objects, configure the Employee Profile Card and Employee Details components, set up the Person Account page, and configure Salesforce Knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Review and Assign HR Service Console Permissions](https://help.salesforce.com/s/articleView?id=service.es_review_and_assign_hr_service_workspace_permissions.htm&release=264.0.0&type=5)** Service representatives access HR Service Console in their Salesforce org through supported editions, add-ons, and permissions. - **[Configure Dashboard and Reports](https://help.salesforce.com/s/articleView?id=service.es_configure_dashboard_and_reports.htm&release=264.0.0&type=5)** When a service representative accesses the Home tab, the dashboard shows a visual summary of the cases assigned to them. To ensure a service representative sees information only about the cases assigned to them and not all cases, you must configure the dashboard to convert it from a static dashboard to a dynamic dashboard. - **[Configure Employee Profile Card Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_employee_profile_component.htm&release=264.0.0&type=5)** The Person Account Record page in HR Service Console contains the Employee Profile Card component. The component shows employee information to the service representative. You can also add the component to a case, messaging session, and voice call record page. - **[Provide Access to Account, Contact, and Employee Objects](https://help.salesforce.com/s/articleView?id=service.es_provide_access_to_account_and_contact.htm&release=264.0.0&type=5)** Give service representatives the permission to create, update, and delete employee records. - **[Set Up Person Account Page](https://help.salesforce.com/s/articleView?id=service.es_set_up_person_account_page.htm&release=264.0.0&type=5)** Add the Action Launcher, Employee Profile Card, Employee Details, and Timeline components to the Person Account record page. These components provide your service reps quick access to employee information and actions for assisting employees. - **[Overview of Screen Flows for Managing Employees](https://help.salesforce.com/s/articleView?id=service.es_overview_of_screen_flows_for_managing_employees.htm&release=264.0.0&type=5)** Your service representatives can use screen flows to create and update employee records. - **[Set Up Knowledge](https://help.salesforce.com/s/articleView?id=service.es_set_up_knowledge.htm&release=264.0.0&type=5)** HR Service uses Salesforce Knowledge to help service representatives manage knowledge articles in HR Service Console. Your service representatives can author, publish, and manage the articles to help employees find answers and solutions to their issues. - **[Set Up Voice Calls](https://help.salesforce.com/s/articleView?id=service.es_set_up_voice_calls.htm&release=264.0.0&type=5)** With Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), service representatives can receive and place calls from HR Service Console to resolve employee issues. - **[Employee Feedback Management](https://help.salesforce.com/s/articleView?id=service.es_employee_feedback_management.htm&release=264.0.0&type=5)** To improve the HR service experience, configure Salesforce Surveys to send a survey automatically to an employee when their case is closed. To view the survey responses, build a report and dashboard. - **[HR Service Analytics with Service Insights](https://help.salesforce.com/s/articleView?id=service.es_hr_service_analytics_with_service_insights.htm&release=264.0.0&type=5)** Help your HR leadership enhance their service delivery by giving them real-time data visualizations in Service Insights dashboards. The dashboards provide metrics that show the trends for case performance and satisfaction scores, enhancing effective case management and service operations. <!-- document id=bd99a39572c5bed24a0a00dbd5372615eacac082e636dbf4d99ad26bd1e9de05 url=/admin/current/en-us/service/264-0-0/es_employee_service_datamodel.md --> # HR Service Data Model At the heart of the HR Service solution is the HR Service data model. The data model comprises several Salesforce objects for storing information about your company's employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The HR Service data model represents employees through a virtual object called Person Account and an extension object called Employee2. The Person Account object is made up of the Account and Contact objects. The Employee2 object maintains a 1:1 master-detail relationship with the Contact object and stores employee-specific fields and relationships. For other fields, the data model either reuses or maps with the Contact and Account objects. The data model also works with integrations with human capital management (HCM) systems, such as Workday. The integration automates the creation and periodic synchronization of employee records to keep them up to date with the data in the HCM system. See the Employee Service Data Model. ![HR Service doc data model diagram](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_employee_service_doc_data_model.png) This table lists the HR Service-specific objects and the Salesforce platform objects that HR Service consumes, along with the fields from those objects that HR Service uses. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="HR Service objects and consumed Salesforce platform objects"> <caption>HR Service objects and consumed Salesforce platform objects</caption> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d42714e76">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d42714e79">Object Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d42714e82">Fields Used by HR Service</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">Account</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">Salesforce Platform</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 "> <ul> <li>FirstName</li> <li>LastName</li> <li>PersonBirthDate</li> <li>PersonEmail</li> <li>PersonGender</li> <li>PersonHomePhone</li> <li>PersonReportsTo</li> <li>Salutation</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">Contact</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">Salesforce Platform</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 "> <ul> <li>Birthdate</li> <li>FirstName</li> <li>Email</li> <li>HomePhone</li> <li>LastName</li> <li>Salutation</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">ComplaintCase</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">ComplaintParticipant</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">Employee2</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">EmpUserProvisioningProcess</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">EmpUserProvisionProcessErr</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">ExtlIntrIdMapping</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">InternalOrganizationUnit</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">PublicComplaint</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">HR Service</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 ">All fields</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e76 ">User</td> <td data-label="Object Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e79 ">Salesforce Platform</td> <td data-label="Fields Used by HR Service" class="slds-cell-wrap" style="vertical-align:top;" headers="d42714e82 "> <ul> <li>AboutMe</li> <li>BannerPhotoUrl</li> <li>FullPhotoUrl</li> <li>MediumBannerPhotoUrl</li> <li>SmallPhotoUrl</li> </ul> </td> </tr> </tbody> </table> This table shows the lookup fields in the HR Service data model. HR Service lookup fields | Object | Lookup Field | | --- | --- | | Account | PersonReportsToId | | Contact | IndividualId | | Contact | ReportsToId | | Employee2 | InternalOrganizationUnitId | | Employee2 | ContactId | | Employee2 | UserId | | User | ContactId | | User | AccountId | | User | BannerPhotoUrl | | User | SmallPhotoUrl | | User | MediumPhotoUrl | | User | FullPhotoUrl | <!-- document id=d9a734af4cdb4153da5b372b5911318991abb6f01bde8382884b62d2c1687865 url=/admin/current/en-us/service/264-0-0/es_employee_service_integration_with_external_systems.md --> # HR Service Integration with External Systems Through MuleSoft Direct, HR Service integrates with external systems, such as human capital management systems, to read data and to create or update employee records. The integration eliminates manual record creation, improves the quality of data, and ensures the efficient delivery of HR services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Provision User Records for Custom Integrations](https://help.salesforce.com/s/articleView?id=service.hr_svc_pvsn_usr_rec_custm_integ.htm&release=264.0.0&type=5)** Learn how to import employee data with a custom integration, configure user provisioning, and manage large datasets while avoiding duplicate records and platform limits. - **[Salesforce-Workday Integration](https://help.salesforce.com/s/articleView?id=service.es_salesforce_workday_integration.htm&release=264.0.0&type=5)** Integrate Salesforce with Workday to import employee data such as employee name, contact details, associated location, organization, and the reporting manager directly from Workday into Salesforce. Provision users by turning on the autocreate settings. All the employee records imported from Workday are saved in Salesforce, with contact information saved in Person Account and employee details saved in the Employee object. The locations and organizations from Workday are saved in the Locations and Internal Organization Units objects in Salesforce. The reporting manager information for an employee is saved in the Reports To field on the employee's Person Account. - **[Salesforce-SAP SuccessFactors Integration](https://help.salesforce.com/s/articleView?id=service.hr_svc_salesforce_sapsf_integ.htm&release=264.0.0&type=5)** Keep your employee data accurate and in sync between Salesforce and SAP SuccessFactors. With this integration, you can import employee records, including contact details and manager relationships, and automatically update profiles based on employment status changes. This integration ensures a single, consistent view of your workforce data, streamlining HR and service processes. All employee records are saved in Salesforce, with contact information in Person Accounts and employee details in the Employee object. - **[HR Service Catalog Library](https://help.salesforce.com/s/articleView?id=service.hr_svc_catalog_lib.htm&release=264.0.0&type=5)** Accelerate your time to value by providing your employees with a library of out of the box intake and fulfillment workflows for high demand HR needs. These preconfigured service templates cover common scenarios like payroll, leave requests, and benefits, allowing you to deploy professional self service experiences without designing processes from scratch. You can run these workflows as standalone processes for internal fulfillment or link them to third party HR systems using prebuilt connectors. - **[HR Service Mule for Flow Connector Library](https://help.salesforce.com/s/articleView?id=service.hr_svc_cnctr_lib.htm&release=264.0.0&type=5)** Review the Mule for Flow connectors available for HR Service to understand their supported triggers and actions. - **[Synchronize User Data from Microsoft Entra ID to Salesforce](https://help.salesforce.com/s/articleView?id=service.hr_svc_msteams_sync_msentraidtosalesforce.htm&release=264.0.0&type=5)** Synchronize employee information from directory providers such as Microsoft Entra ID with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Microsoft Entra ID and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Microsoft Entra ID. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave. <!-- document id=f4370acf31a038e83b8e05ce7dd532eff74f7ed66d3b15c7fce49539f1841881 url=/admin/current/en-us/service/264-0-0/hr_svc_cnctr_lib.md --> # HR Service Mule for Flow Connector Library Review the Mule for Flow connectors available for HR Service to understand their supported triggers and actions. ## Connectors with HR Service Actions These connectors include prebuilt HR Service actions and operations, ready to use out of the box. **0-9** - [15Five](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_15_five.htm&type=5&language=en_US) **A** - [Asana](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_asana.htm&type=5&language=en_US) **B** - [BambooHR](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bamboohr.htm&type=5&language=en_US) **D** - [Deputy](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_deputy.htm&type=5&language=en_US) - [Drata](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_drata.htm&language=en_US) - [Dropbox Sign](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_dropbox_sign.htm&type=5&language=en_US) **M** - [Microsoft Entra](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US) **O** - [Okta](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US) **P** - [Personio](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_personio.htm&language=en_US) **S** - [SharePoint](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_sharepoint.htm&language=en_US) ## More Connectors to Explore Extend your HR Service implementation with these additional connectors. **B** - [Bonusly](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bonusly.htm&language=en_US) **C** - [Calendly](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_calendly.htm&language=en_US) - [Confluence Cloud](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_confluence_cloud.htm&language=en_US) **F** - [Freshservice](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_freshservice.htm&language=en_US) **G** - [Google Calendar](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_google_calendar.htm&language=en_US) **M** - [Microsoft OneDrive](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_onedrive.htm&language=en_US) **P** - [Pluralsight](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_pluralsight.htm&language=en_US) **Q** - [Qualtrics](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_qualtrics.htm&language=en_US) **R** - [Recruitee](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_recruitee.htm&language=en_US) **S** - [SignNow](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_signnow.htm&language=en_US) - [SurveyMonkey](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_surveymonkey.htm&language=en_US) **T** - [Twilio](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_twilio.htm&language=en_US) **Z** - [Zoom](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_zoom.htm&language=en_US) <!-- document id=3138369c871a62156238444ab55ada687e92851b649eb5305074ac88d540c150 url=/admin/current/en-us/service/264-0-0/es_employee_service_setup.md --> # HR Service Setup Integrate HR Service with external systems and assign user permissions. Set up the different portals and the console: Employee Portal for employee self-service, the HR service delivery app (HR Service Console), and Alumni Portal for alumni engagement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> HR Service includes these Einstein predictive features: - Einstein Article Recommendations - Einstein Case Classification - Einstein Case Wrap-Up See [Suggest Articles with Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_introduction.htm&type=5&language=en_US) and [Autofill Case Fields with Einstein Case Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_what_is.htm&type=5&language=en_US). - **[Onboard Employees with Unified Employee License](https://help.salesforce.com/s/articleView?id=service.hr_svc_onbrd_emp_with_uel.htm&release=264.0.0&type=5)** Unified Employee License (UEL) is Salesforce’s standard license for employee use cases, simplifying employee access while enabling wall-to-wall coverage across the organization. By replacing fragmented employee licenses with a single, right-sized model, UEL streamlines administration, supports seamless employee onboarding, and unlocks modern platform capabilities. UEL offers manager provisioning, along with support for Agentforce actions, employee provisioning, Unified Catalog items, and employee enablements to help employees and managers work efficiently at scale. - **[Configure the Reports To Field on Person Account](https://help.salesforce.com/s/articleView?id=service.es_configure_the_reports_to_field_on_person_account.htm&release=264.0.0&type=5)** To associate a manager with an employee, turn on the Reports To field on the Person Account object. This is a required step for HR Service setup. - **[Migrate from Customer Community Plus to Unified Employee License](https://help.salesforce.com/s/articleView?id=service.hr_svc_migrate_ccp_to_uel.htm&release=264.0.0&type=5)** Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL) to streamline administration by establishing employees as first-class, standard Salesforce users. This migration simplifies employee onboarding, provides consistent organizational coverage, and enables modern platform capabilities across Agentforce IT Service, HR Service, and Slack collaboration. Migrating to UEL also eliminates hierarchical disruptions where reporting lines were restricted by license type. - **[Set Up HR Service with Salesforce Go](https://help.salesforce.com/s/articleView?id=service.hr_svc_sf_go_intro.htm&release=264.0.0&type=5)** Salesforce Go simplifies service setup by providing an intuitive, streamlined platform to configure and deploy your service operations quickly and efficiently. You can leverage Salesforce Go features, feature sets, and tailored solution bundles to rapidly configure and deploy your service offerings with precision and scale. - **[HR Service Data Model](https://help.salesforce.com/s/articleView?id=service.es_employee_service_datamodel.htm&release=264.0.0&type=5)** At the heart of the HR Service solution is the HR Service data model. The data model comprises several Salesforce objects for storing information about your company's employees. - **[HR Service Integration with External Systems](https://help.salesforce.com/s/articleView?id=service.es_employee_service_integration_with_external_systems.htm&release=264.0.0&type=5)** Through MuleSoft Direct, HR Service integrates with external systems, such as human capital management systems, to read data and to create or update employee records. The integration eliminates manual record creation, improves the quality of data, and ensures the efficient delivery of HR services. - **[Employee Data Import in CSV Format](https://help.salesforce.com/s/articleView?id=service.es_advanced_csv_data_import.htm&release=264.0.0&type=5)** Use advanced CSV Data Import to create employee records in HR Service. You can import employee data through a CSV file into the Employee and Person Account objects. - **[Manage Requests and Tickets with the Employee Service Slack App](https://help.salesforce.com/s/articleView?id=service.es_employee_service_slack_app.htm&release=264.0.0&type=5)** Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes. - **[Employee Portal Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_set_up.htm&release=264.0.0&type=5)** Assign permissions to your employees to access the Employee Portal site. Create and configure Employee Portal to meet your organization's needs. To allow your employees to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. Configure manager approval to manage employee requests. - **[HR Service Console Setup](https://help.salesforce.com/s/articleView?id=service.es_hr_service_workspace_set_up.htm&release=264.0.0&type=5)** Assign permissions to your service representatives. Configure the dashboard and reports, create compact layouts for the Person Account and Contact objects, configure the Employee Profile Card and Employee Details components, set up the Person Account page, and configure Salesforce Knowledge. - **[Alumni Portal Setup](https://help.salesforce.com/s/articleView?id=service.es_ap_set_up.htm&release=264.0.0&type=5)** Assign permissions to your alumni to access the Alumni Portal site. Create and configure Alumni Portal to meet your organization's needs. To allow your alumni to search for knowledge articles and contact support, set up knowledge articles, configure Email-to-Case and Web-to-Case, and set up these Service channels: voice, email, and messaging. To support alumni networking, set up Alumni Directory. - **[HR Service Agent Setup](https://help.salesforce.com/s/articleView?id=service.es_hr_service_agent_setup.htm&release=264.0.0&type=5)** Setting up the HR service agent involves some important steps, including turning on Einstein and Agentforce and creating an agent from the Agentforce HR Service Agent template. Your employees can use the agent to check leave balance, get direct deposit details, get enablement program details, submit expense claims, submit leave requests, update profile information, and update direct deposit details. - **[Migrate from Work.com to HR Service (For UEL Users)](https://help.salesforce.com/s/articleView?id=service.hr_svc_migrate_from_work_com_to_hr_service.htm&release=264.0.0&type=5)** HR Service is a comprehensive redesign of Work.com. Migrating from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model. The migration retains the PUL-to-PUL user mapping. PUL (Platform User License) users are not migrated to UEL (Unified Employee License) users. - **[Migration from Work.com to HR Service (For CCP Users)](https://help.salesforce.com/s/articleView?id=service.es_migration_from_workdotcom_to_employee_service.htm&release=264.0.0&type=5)** HR Service is a comprehensive redesign of Work.com. Switching from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model. <!-- document id=24d96145695c133fe6ae4cbb3b895ac91a5aca043711885a65aba097251dc7ac url=/admin/current/en-us/service/264-0-0/sol_html_def.md --> # HTML Solutions Overview HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d34558e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34558e55 ">To create solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34558e55 ">Create on solutions</td> </tr> </tbody> </table> Using the HTML editor, you can: - Change fonts - Increase or decrease font sizes - Insert images from the Documents tab - Set text color - Set the background color of text - Insert hyperlinks - Change paragraph alignment - Create bulleted and numbered lists ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note By default, solutions are created and displayed in text format. Your administrator must enable HTML solutions. Before you begin creating HTML solutions for your organization, review the following implementation tips and best practices. ## Implementation Tips - After you enable HTML solutions, you can’t disable it. - If you open a text solution with the HTML editor and save it, the solution becomes an HTML solution. - HTML solutions are presented as such to Self-Service portal, public solutions, Customer Portal, and Salesforce users. - Any HTML tags entered into the HTML editor displays to users as text when the solution is saved. - When the HTML solution detail is displayed in list views and search results, only the first 255 characters are displayed. This number includes HTML tags and images that are removed. - Each HTML solution can contain up to 32,000 characters, including HTML tags. - HTML formatting is preserved in the printable view of a solution. - Hyperlinks in HTML solutions open in a new browser window when users click them. - All images that you want to include in your HTML solutions must be uploaded to the Documents tab. - HTML solutions can be created in any of the languages supported by Salesforce. ## Best Practices The following HTML tags are allowed in HTML solutions imported into Salesforce: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><a></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><dt></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><q></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><abbr></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><em></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><samp></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><acronym></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><font></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><small></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><address></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h1></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><span></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><b></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h2></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><strike></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><bdo></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h3></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><strong></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><big></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h4></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><sub></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><blockquote></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h5></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><sup></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><br></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h6></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><table></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><caption></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><hr></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tbody></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><cite></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><i></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><td></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><code></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><img></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tfoot></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><col></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ins></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><th></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><colgroup></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><kbd></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><thead></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dd></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><li></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tr></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><del></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ol></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tt></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dfn></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><p></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ul></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><div></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><pre></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><var></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dl></code></td><td class="slds-cell-wrap" style="vertical-align:top;"> </td><td class="slds-cell-wrap" style="vertical-align:top;"> </td></tr></tbody></table> Within the preceding tags, you can include the following attributes: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>alt</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>face</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>size</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>background</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>height</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>src</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>border</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>href</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>style</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>class</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>name</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>target</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>colspan</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>rowspan</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>width</code></td></tr></tbody></table> The preceding attributes that can include a URL are limited to URLs that begin with the following: - http: - https: - file: - ftp: - mailto: - # - / for relative links #### See Also - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") <!-- document id=03605dfc6e326f1a84a8ef34a44245cdd64e40ec2c65e320505c1e8602aa1eee url=/admin/current/en-us/service/264-0-0/ideas_fields.md --> # Ideas Standard and Custom Fields Administrators can customize Ideas standard and custom fields to meet the needs of an organization's unique requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13032e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">To define picklist values:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">To set field level security:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">To define or change field validation rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">To create Ideas custom fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">To enable attachments for ideas: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13032e54 ">Customize Application</td> </tr> </tbody> </table> - Define picklist values for the Categories and Status fields. - Click the name of a standard or custom field to set field-level security. - Click the name of a custom field to set validation rules. - Create a custom field for Ideas. Custom fields appear in the Additional Information section on the Post Idea and Idea Detail pages. - Add the Attachment field to the layout and set field-level security. Users can attach all supported file types, including Microsoft® PowerPoint® presentations and Excel® spreadsheets, Adobe® PDF files, image files, audio files, and video files. The maximum attachment size is determined by your organization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note In custom implementations of Ideas, you can use the `URL.getFileFieldURL` Apex method to retrieve the download URL for file attachments. - **[Select Picklist Values and Defaults for a Zone](https://help.salesforce.com/s/articleView?id=service.ideas_add_category.htm&release=264.0.0&type=5)** After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value. - **[Define Picklist Values for the Categories and Status Fields](https://help.salesforce.com/s/articleView?id=service.ideas_edit_picklist.htm&release=264.0.0&type=5)** For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields. - **[Enabling the Categories Field](https://help.salesforce.com/s/articleView?id=service.ideas_multicat.htm&release=264.0.0&type=5)** Switch from the Category field to the multi-select Categories field which allows zone members to associate more than one category with an idea. #### See Also - [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas.") <!-- document id=5f93f37fe9647b0a0b58b9064256de11454d07c6762d0079238110d9104304e5 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_iden_rules.md --> # Identification Rules in CMDB Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> Identification rules define how CMDB recognizes a configuration item based on specific attributes. When new asset data is added to CMDB, these rules help match it to an existing CI or create a new CI when no match exists. Admins configure these rules at the CI type level, selecting one or more attributes that uniquely identify a CI of that type. ![Identification rules in configuration item type record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_iden_rule.png) Identification rules are essential for environments where data is collected from multiple sources. If identification rules are not defined, CMDB could create duplicate records or update the wrong asset, leading to broken relationships and inaccurate reporting. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Identify Workstations by Serial Number and MAC Address An organization uses discovery to scan workstations across multiple offices. Each scan collects data such as serial number, MAC address, hostname, and operating system. To avoid creating duplicate CIs every time a scan runs, the admin sets up an identification rule for the workstation CI type. The rule specifies serial number and MAC address as the identifying attributes. When discovery sends data, CMDB uses this rule to compare new records with existing ones. If a match is found, the existing CI is updated. If no match is found, a new CI is created. This process ensures each workstation appears once in the system, with the latest information. How Identification Rules Affect CI Import Identification rules makes sure that Configuration Item (CI) imports update the correct records and prevent duplicate CIs by controlling how CMDB matches imported data to existing CIs. When you import CIs, CMDB applies identification rules to determine whether to update an existing CI or create a new CI. If the imported data matches an existing CI based on the active identification rules, CMDB updates the existing record. If no match is found, CMDB creates a new configuration item. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example An administrator imports a CSV file that includes asset ID and configuration item type. If the imported asset ID matches an existing configuration item based on the active identification rules, CMDB updates that CI. If the asset ID does not match any existing CI, CMDB creates a new CI. If the imported file does not include attributes used in identification rules, CMDB cannot match records and creates new CIs. - **[Edit an Identification Rule](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rule_create.htm&release=264.0.0&type=5)** Use identification rules to define how configuration items (CIs) are uniquely identified during discovery or import. Accurate matching helps prevent duplicate records and improves CMDB data quality. <!-- document id=98d6b6ad5b38cbf5440e7194562a0282350524fd6914472ffbf3b716f80c531b url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_assign_cis.md --> # Identify Affected Configuration Items for IT Service Records with Einstein Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96960e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96960e68 ">To assign configuration items using Einstein:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96960e68 ">Prompt Template User permission set</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Incidents** or **Problems** or **Change Requests**. 2. Open a record. 3. On the Related tab, click **Find Affected CIs (Einstein)** on the Affected CIs related list. Einstein generates a list of suggested CIs based on real-time text analysis and historical linkage patterns. 4. Review the suggestions and confidence scores. 5. Select the relevant CIs and click **Save**. The CI is successfully populated in the Affected CIs list, ensuring accurate impact analysis. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Sarah is a senior system administrator at Cumulus Bank. John, an IT analyst, is investigating a service disruption reported by several regional offices. - Incident Number: INC-0542 - Subject: High latency and intermittent connectivity for North America VPN - Description: Users are reporting request timed out errors when accessing the internal data center. Initial tests show packet loss starting at the edge gateway. John opens the incident record in Lightning Experience. To identify the hardware causing the disruption, he goes to the Related tab and, selects **Find Affected CIs (Einstein)**. Einstein uses Data Cloud to analyze the incident description and cross-reference it with discovered assets and historical linkage patterns. Within seconds, Einstein provides a ranked list of suggested configuration items (CIs) with confidence scores: - Gateway-Router-NA-01: 95% confidence (Matches edge gateway in the description and recent discovery logs showing high CPU usage). - VPN-Concentrator-West: 82% confidence (Historically linked to latency issues involving the North America VPN). John reviews the suggestions, selects Gateway-Router-NA-01, and saves the changes. The CI is added to the Affected CIs list. By pinpointing the specific router, John avoids a manual search through the CMDB. This allows him to initiate a replacement request and accelerate the resolution of the outage. <!-- document id=7a1a3e766781bf68f83efd6273faf41e6e7a6824834affa9cb1a267247a87136 url=/admin/current/en-us/service/264-0-0/incident_mgmt_identify_incident.md --> # Identify an Incident Quickly identify when a widespread customer issue occurs that involves stakeholders from multiple teams and work toward resolution with incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create an Incident](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_incident.htm&release=264.0.0&type=5)** Create an incident record to track and identify a disruption that involves a large number of customers. Incidents are best suited to resolve wide-spread customer issues that require collaboration from multiple teams. - **[Identify Incident-Related Issues](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_related_incidents.htm&release=264.0.0&type=5)** As you work to identify and resolve an incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. <!-- document id=92cab360292749ecf802a7619741fe6bdb00a1d252e6c9bdd7b5d01bdd7a5208 url=/admin/current/en-us/service/264-0-0/incident_mgmt_related_change_requests.md --> # Identify Change Request-Related Issues As you work to resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Track problems and incidents related to a change request From a change request’s Related tab, add incidents or problems that are caused by or resolved by the change request. ## Track assets impacted by a change request From a change request’s Related tab, add assets affected by a change request and define the impact under Related Assets. <!-- document id=2be18da4a412d442ba7f5e9635cf29652dabe22def1141d1b21cbfc51dde9612 url=/admin/current/en-us/service/264-0-0/conversation_mining_intro.md --> # Identify Contact Reasons with Einstein Conversation Mining Einstein Conversation Mining uses advanced AI to discover insights from your conversational data. Use these insights to build new capabilities for your bot, update business processes to streamline common case reasons, and write knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## How Einstein Conversation Mining Works Customers reach out to a contact center for a reason, whether to change an appointment, cancel a subscription, or get technical support. Einstein reviews conversation data and extracts the contact reason. Similar to a field that’s used to categorize a case, a contact reason can be specific, such as “fix the camera on my phone,” or general, such as “repairs.” The specific piece of customer dialog from the conversation used to identify the contact reason is known as an excerpt. Across thousands of records, Einstein Conversation Mining reports show you your data grouped into these contact reasons. The reports also calculate key characteristics for each contact reason: the average conversation frequency and the average number of conversation turns to completion. Contact reasons with high frequency and low turns are the best opportunities for automation. Einstein Conversation Mining uses these metrics to prioritize contact reasons that are meaningful and actionable, giving you the contact reasons that give the best return on your time. Conversation turns refer to the number of times a conversation moves back and forth between a customer and a service rep. Here’s an example of a multiturn conversation. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:40%"> <col style="width:60%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Turn 1: Service rep</td><td class="slds-cell-wrap" style="vertical-align:top;">I can book a new appointment for you. Are you free next Tuesday, May 25, at 3 PM?</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Turn 2: Customer</td><td class="slds-cell-wrap" style="vertical-align:top;">No, do you have anything else later that day?</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Turn 3: Service rep</td><td class="slds-cell-wrap" style="vertical-align:top;">Yes, 4:30 is also available. Would that work?</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Turn 4: Customer</td><td class="slds-cell-wrap" style="vertical-align:top;">Sure!</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Turn 5: Service rep</td><td class="slds-cell-wrap" style="vertical-align:top;">OK, you’re confirmed for May 25 at 4:30 PM.</td></tr></tbody></table> ## How to Use Einstein Conversation Mining Create a mining report with Einstein Conversation Mining. Your report can filter conversations based on date or on any field in the channel record. We recommend that you build multiple reports based on different parameters to see the results change, such as by product line, customer type, or location. After the report is built, view the report and act on the results. In Einstein Conversation Mining, send excerpts to a bot intent. After they’re converted, excerpts become utterances tied to an intent. If you’re in Einstein Bot Builder, access Einstein Conversation Mining reports to build bots or add dialogs to bots. Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight. - **[Enable Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_setup.htm&release=264.0.0&type=5)** Enable Einstein Conversation Mining in minutes. - **[Build an Einstein Conversation Mining Report](https://help.salesforce.com/s/articleView?id=service.conversation_mining_report.htm&release=264.0.0&type=5)** Create Conversation Mining reports based on specific dates or fields on your channel record. - **[Einstein Conversation Mining Report Results](https://help.salesforce.com/s/articleView?id=service.conversation_mining_report_results.htm&release=264.0.0&type=5)** Review your Conversation Mining report results and act on the top contact reasons by adding them to a bot. - **[Guidelines and Limits for Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_data_details.htm&release=264.0.0&type=5)** Review the guidelines and limits for Einstein Conversation Mining. #### See Also - [_Trailhead_: Einstein Conversation Mining Report Creation](https://trailhead.salesforce.com/content/learn/modules/einstein-conversation-mining-report) - [_Video_: Enhance Customer Service with Einstein Conversation Mining](https://salesforce.vidyard.com/watch/wD82y2pVSNiRNsrx1TBCpG) <!-- document id=f3d7495ea514eca0d97ed5f50f13b98022b617c0cb6304670ee732e8405e51fe url=/admin/current/en-us/service/264-0-0/support_individual_object_linking_intro.md --> # Identify Customers with Individual-Object Linking To help support reps quickly assess a customer, automatically search, link, or screen-pop records during active Messaging, Email-to-Case, or Voice conversations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Support reps need help with identifying the humans behind their customer interactions. Individual-Object Linking, which replaces Channel-Object Linking, introduces a Search Individual flow action that associates contacts, leads, person accounts, or employees with an interaction. To help you get started, Salesforce provides three flow templates that link individuals to interactions automatically. Add a template with just a few clicks, or customize it to suit your business needs. You can add the Search Individual flow action to auto-launched flows, Omni-Channel flows, and screen flows. The flow action lets you take advantage of Individual-Object Linking in background processes or processes that accept user input. ## How It Works The basic premise of each flow template is that it takes an interaction record and runs a search for associated individuals based on an identifier. Let’s look at how that happens with each template. - **Find Contact Associated with Voice Call.** This template uses the end user’s phone number from the voice call record to find contacts associated with a voice call. If the search yields multiple results, the support rep can select one. If the search yields no results, the support rep can create an associated contact. - **Find Contact for Associated Case from Email-to-Case.** For cases created in Email-to-Case, this template finds all contacts with email addresses that match the inbound email address that resulted in the case. The support rep selects the correct contact to link to the case. If the search has no results, the flow tells you so. If you want the flow to search other records, such as leads, person accounts, or employees, edit the Find Matching Contacts flow action. - **Find Contact Associated with Messaging Session.** This template uses a search term or variable of your choice to find contacts associated with a messaging session. Edit the Find Matching Contacts flow action to choose the type of individual you want to search (contact, lead, person account, or employee) and insert your preferred search term or variable. If the search yields multiple results, the support rep can select one. If the search yields no results, the support rep can create an associated contact. The flow template for Find Contact Associated with Messaging Session looks like this. The other flow templates are similar. ![Example flow template.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/individual_object_linking_messaging_flow.png) ## Why Salesforce Uses Flows for Linking Channel-Object Linking offered a way to associate contact records to voice calls, web chat sessions, and messaging sessions in standard Facebook and WhatsApp channels. But as channel interactions evolve and modernize, Salesforce customers want more flexibility. For example, some sales and marketing-focused customers want to represent an individual using a lead record. So the new Individual-Object linking flow template lets you search leads, employees, and person accounts in addition to contacts. Digital engagement customers want to use this feature for Facebook and WhatsApp. Service customers want to use it for Email-to-Case. Building Individual-Object Linking into flows lets you map individuals to interactions in every channel. Some customers want control over the search query and how data is created. Flow Builder lets you do something as simple as customize a search term or as complex as using HTTP callouts to search external sources. Businesses that use Salesforce Data 360 can match end users to support cases and give service reps context that improves the support experience. In summary, customers want flexibility in how they identify the human at the end of the interaction. That’s what Individual-Object Linking delivers. - **[Create a Flow to Link Voice Callers to Records](https://help.salesforce.com/s/articleView?id=service.channel_object_linking_flow_template.htm&release=264.0.0&type=5)** To improve service and data quality, add a screen flow that guides support reps to find and link callers to leads, contacts, or employees. - **[Create a Flow to Link Contacts to Cases](https://help.salesforce.com/s/articleView?id=service.case_object_linking_flow_template.htm&release=264.0.0&type=5)** To improve service quality, add a flow that finds contacts for cases created by Email-to-Case. Use the flow template Find Contact for Associated Case from Email-to-Case. - **[Create a Flow to Link Individuals to Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&release=264.0.0&type=5)** Learn more about the person you’re messaging with. Use a flow template to auto-link contacts, leads, employees, or person accounts to your messaging session. - **[Channel-Object Linking (Beta)](https://help.salesforce.com/s/articleView?id=service.channel_object_linking_parent.htm&release=264.0.0&type=5)** Channel-Object Linking is a legacy tool that links contact records to phone calls, web chat sessions, and messaging sessions in standard Facebook and WhatsApp channels. #### See Also - [_Trailhead_: Build Flows with Flow Builder](https://trailhead.salesforce.com/content/learn/trails/build-flows-with-flow-builder) - [_Salesforce Help_: Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow.htm&type=5&language=en_US) <!-- document id=2b9563b46b642272d6eb20e2504fac27ac63a53d804d6ece62e43e63afdb9ab3 url=/admin/current/en-us/service/264-0-0/incident_mgmt_related_incidents.md --> # Identify Incident-Related Issues As you work to identify and resolve an incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Track child incidents From an incident’s Related tab, add child incidents that are related to a parent incident. ## Track assets affected by an incident From an incident’s Related tab, add assets involved in a widespread problem and then define the impact under Related Assets. ## Track problems and incidents related to an incident From an incident’s Related tab, add incidents or problems that are caused by or similar to the incident. ## Track cases related to an incident From an incident’s Related tab, add cases that are the root cause of or similar to the incident. Related incidents and problems are also visible from a case’s related issues. ## Track products and assets related to an incident From an incident’s Related tab, add products or assets that are impacted by an incident. Keep in mind as you use incident-related items: - The Related Assets or Products related list’s New button is available only on an Incident page layout. The button can’t be added to or removed from other object pages if an incident related item related list is added to the layout. ## Track change requests related to an incident From an incident’s Related tab, add change requests that resolved an incident. You can also have custom values to measure the change request’s impact. ## Track swarms and swarm members related to an incident From an incident’s Related tab, see Slack swarms and swarm members that are related to the incident. <!-- document id=f4567f7075c8a41f4370f489a151e5cf679f226fe03aca3732c24ec935eeb102 url=/admin/current/en-us/service/264-0-0/workfoce_engagement_identify_interactions_for_evaluation.md --> # Identify Interactions for Evaluation Review messaging sessions or voice calls within reports to assess quality performance and analyze trends. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d116625e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116625e60 ">To identify interactions</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116625e60 ">Quality Analyst </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Command Center for Service**. 2. Go to **Reports** and select **Quality**. 3. Review the **Messaging Session Quality Management** or **Voice Call Quality Management** reports. 4. To open the record, from the report results, go to **Voice** tab, and then select the voice call to check the trends. <!-- document id=88bb4681cc956209c06f2d8277aaba05b0ea6419d3d1650af009b914bb00a181 url=/admin/current/en-us/service/264-0-0/incident_mgmt_identify_problems.md --> # Identify Problem-Related Issues As you work to diagnose the problem and resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Track assets impacted by a problem From a problem’s Related tab, add assets affected by a widespread problem and define the impact under Related Assets. ![New Problem Related Item window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_problem_asset.png) ## Track problems and incidents related to a problem From a problem’s Related tab, add incidents or problems that are caused by or similar to the problem. ![New Related Problem and Incident](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_related_problem.png) ## Track cases related to a problem From a problem’s Related tab, add cases that are the root cause of or similar to the problem. Related problems and incidents are also visible from a case’s related issues. ![New Case Related Issue window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_related_problem_case.png) ## Track change requests related to a problem From a problem’s Related tab, add change requests that resolved a problem. You can also have custom values to measure the change request’s impact. ![New Change Request Related Issue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_related_problem_change_request.png) ## Track swarms and swarm members related to a problem From a problem’s Related tab, see Slack swarms and swarm members that are related to the problem. <!-- document id=cecec7269e02818040ec1bde7495f1ec55f129522b76ad92d49206aa7863b814 url=/admin/current/en-us/service/264-0-0/console_lex_service_version_identify.md --> # Identifying Your Service Console Version All service console versions are uniformly named Service Console. To identify the version you’re using, observe the app icon. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Lightning Service Console is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Service Cloud</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Service Setup Assistant is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions in orgs created before Spring '26</td></tr></tbody></table> This table shows the app icon associated with each version of the service console. | App Icon | Console Version | | --- | --- | | ![Foundations Service Console icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsoleIcon_easy.png) | Foundations Service Console | | ![Service Setup Assistant Console icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsoleIcon_ssa.png) | Service Setup Assistant Console\* | | ![Lightning Service Console icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsoleIcon_lightningService.png) | Lightning Service Console | In some cases, multiple service console versions are available. ![Service console apps in App Launcher](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/apps_serviceConsole_ssa_lightning.png) \* The Service Setup Assistant is available only in orgs created before Spring '26. <!-- document id=bda14ac2d1b32f9361f2bc0c10207829a145756e8d5f897c847ca85719a2574b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_iam_prnt.md --> # Identity and Access Management Templates Use these templates to manage the lifecycle of user identities and access security requests. Provide employees with structured intake forms for account recovery and security actions, ensuring consistent data capture and automated fulfillment workflows for your IT and security administration teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Reset Account Password](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_iam_reset_pwd.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to make self-service account password reset requests. - **[Unlock User Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_iam_unlck_accnt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a secure, self-service channel for instant account unlocking. - **[Request Application Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_app_pwd_rst.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request an application password reset. - **[Request Salesforce Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sf_pwd_rst.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to reset their Salesforce account password. - **[Request Okta Password Reset](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_okta_pwd_rst.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to reset their Okta password. - **[Request Password Reset for OneLogin](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_onelogin_pwd_rst.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to reset their OneLogin account password. - **[Request Password Reset for Colleague](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_pwd_rst_clleague.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a password reset for a colleague. - **[Request Account Unlock for Colleague](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_acct_unlck_clleague.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request an account unlock for a colleague. - **[Request User Removal from Active Directory](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_usr_rmvl_ad.htm&release=264.0.0&type=5)** Deploy this template to provide managers with a standardized way to request the removal of a direct report from Active Directory. - **[Request User Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_usr_accss_mgmt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request site membership and ownership changes. - **[Request Salesforce User Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_sf_usr_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request Salesforce user access. - **[Request Guest Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_guest_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request guest access. - **[Request Supplier Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_splr_acct.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the onboarding of a new supplier. - **[Request Credential Rotation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_rotn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the rotation of credentials for a secret. - **[Request Credential Deletion from Password Manager](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_dltn_pwd_mgr.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the deletion of credentials or secrets from a password manager. - **[Request Password Manager Password Update](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_pwd_mgr_pwd_updt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request updates to credentials in a password manager. - **[Request Terraform Access Token](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_accss_tkn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a new Terraform access token. - **[Request Terraform Token Rotation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_tkn_rotn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the rotation of an existing token. - **[Request Ownership Transfer](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_ownrshp_trnsfr.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request an ownership transfer for folders and digital resources. <!-- document id=165681d5944f09340c6c26c8d5ed39e873a29e87b4909d26c10b9627c4aa494b url=/admin/current/en-us/service/264-0-0/es_implement_your_migration_approach.md --> # Implement a Work.com to HR Service Migration Approach Implement a migration approach by using an existing Workday or custom MuleSoft integration, CSV import, or a custom implementation that uses Data Processing Engine, DBScript, or any job. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d121675e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121675e55 ">To configure employee user settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121675e55 ">Salesforce Administrator and Customer Community Plus Login User profiles along with the Employee Management user permission.</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121675e55 ">To configure the Reports To field on the Person Account object:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121675e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> As a prerequisite, enable the Person Accounts object to make the Reports To field available in the org. The Reports To field is mandatory in HR Service. See [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US). You can implement one of these migration approaches. - Approach 1: Retain the same person account records from Work.com and create employee2 and user records in HR Service. For this approach, make sure that Work.com and HR Service are on the same org. - Approach 2: Create employee2, person account, and user records in HR Service. This approach works irrespective of whether Work.com and HR Service are on the same or different orgs. The implementation process described here offers a logical flow to assist you with the Work.com to HR Service migration. Treat the information as a guideline rather than a definitive design, template, or solution. The process is applicable to standard Work.com configurations. It doesn't apply to customizations within Work.com. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This isn’t an exhaustive list of migration tasks, but it covers the essential ones. 1. Configure employee user settings. During migration, the employee user settings are used to create the user records in HR Service. The HR Service user settings are identical to the existing Work.com user settings. So, create these org values that are similar to the Work.com employee user settings: Employee2UserProfileId, Employee2UserEmailEncoding, Employee2UserPermsetId, and Employee2UserDomainName. See [Provision Users with Required Profiles and Auto-Create User Records](https://help.salesforce.com/s/articleView?id=service.es_provision_users_and_auto_create_user_records.htm&language=en_US). 2. For approach 1, create employee2 records and link them to the existing person account records. For approach 2, create employee2 and person account records. 3. Update the Reports To field in the Person Account object. The Reports To field is similar to the Manager field in Work.com. See [Configure the Reports To Field on Person Account](https://help.salesforce.com/s/articleView?id=service.es_configure_the_reports_to_field_on_person_account.htm&type=5&language=en_US). 4. Create user records. 5. To make sure that employees can access their case, service catalog request, and other records after migration, update the records with new user IDs as required in approach 1. In approach 2, update the records with the new user IDs, account IDs, and contact IDs as required. 6. For approach 2, after the migration, deactivate the old user IDs and delete the employee and person account records in Work.com. 7. Uninstall the Work.com package. <!-- document id=ba37b39ce5f208a1ba9210b3c022415b9c19190d9950f604ed9dfdafbf0f58eb url=/admin/current/en-us/service/264-0-0/fs_eso_overview.md --> # Implement Field Service Enhanced Scheduling and Optimization Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way. ![ESO header](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/eso_learning_map_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Your Guide to Enhanced Scheduling and Optimization</strong></em></td></tr></tbody></table> | ![start](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_start.png) | ![build icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_build_1.png) | ![learn icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_learn_1.png) | | --- | --- | --- | | **Get Started** | **Set Up Enhanced Scheduling and Optimization** | **Considerations and Limitations** | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Get Started with Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Considerations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_considerations.htm&type=5&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [How Does the Field Service Optimization Engine Work?](https://help.salesforce.com/s/articleView?id=service.fs_start_optimization.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Transition to Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_transition.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [What’s Available in Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Create the Field Service Integration Permission Set](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_fs_integration_perm_set.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Limitations for Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&type=5&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Guidelines for Effective Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto_considerations.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Configure Remote Site Settings](https://help.salesforce.com/s/articleView?id=xcloud.configuring_remoteproxy.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Enable Point-to-Point Routing) Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&type=5&language=en_US) | **Additional Resources:** | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Set Up Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [What’s the Fate of Older Salesforce Customizations?](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fate.htm&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&language=en_US) |   |   | | **Additional Resources:** |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Get Ready for Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&type=5&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [What’s Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&type=5&language=en_US) |   |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Enhanced Scheduling and Optimization (Spring ’23)](https://salesforce.vidyard.com/watch/JnQv1j6FZBKCDvowiAKYt3?) |   |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Enhanced Scheduling and Optimization (Summer ’23)](https://salesforce.vidyard.com/watch/co5NH5i9ncUbPaCfDxNwz5) |   |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Optimization Enablement Basics - Optimization Challenge](https://salesforce.vidyard.com/watch/NwHSyshj49nRpuL4xioX1A) |   |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Introduction to Field Service Schedule Optimization](https://www.youtube.com/watch?v=MqAoj9GRxL4) |   |   | | ![connector icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_integrate_1.png) | ![develop icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_develop_1.png) | ![analyze icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_analyze_1.png) | | **Enhanced Features** | **Optimize your Schedule** | **Explore Metrics** | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Travel Modes](https://salesforce.vidyard.com/watch/UHGzuj7FxrRifXwtjBh9Dw?) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Explore Metrics in Field Service Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Set Up Travel Modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=pfs_in_day_optimization.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Field Service Operations Home](https://help.salesforce.com/s/articleView?id=service.fs_home.htm&language=en_US) | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Holiday Management](https://salesforce.vidyard.com/watch/njwNmz9T8MXKEV7htczL6t) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Improve Operations with Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_intro.htm&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Add Holidays to Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_oh_holidays.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Flexible Breaks](https://salesforce.vidyard.com/watch/ApnH4EVnSnk2P1xX1d3nMT) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimization Horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&language=en_US) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Multiple Flexible Breaks) Work Rule Entry Type: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rule_entry_service_resource_availability.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize Field Service Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&language=en_US) |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Service Appointment Sliding](https://salesforce.vidyard.com/watch/zy3R3NZyzMqaTGfpDRxnhR?) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Manage Optimization Conflicts](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts.htm&language=en_US) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US) | ![trailhead icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/trail_icon.png) [Trailhead: Field Service Optimization](https://trailhead.salesforce.com/content/learn/modules/field-service-lightning-optimization) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Appointment Insights](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_parent_page.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize Field Service Schedules](https://help.salesforce.com/s/articleView?id=service.fs_landing_optimize.htm&language=en_US) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Offsite Appointments) Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Work Capacity Limits) Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Travel Time Buffer) Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Enhanced Scheduled Jobs) Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Keep Scheduled) Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Field Service Optimization Center](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_center.htm&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Same Site Service Objective) Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&language=en_US) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [(Skill Preference Service Objective) Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&language=en_US) |   |   | | ![video icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/video_icon.png) [Video: Complex Work](https://salesforce.vidyard.com/watch/bt7RebyQunv3ypg5Jjfgw3) |   |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Complex Work in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&type=5&language=en_US) |   |   | | ![analyze icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_analyze_1.png) | ![learn icon with connecting dots](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_learn_1.png) | ![analyze icon ending](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/lm_analyze_end_2.png) | | **Monitor and Troubleshoot** | **Scheduling and Optimization Solutions** | **Improve your Schedule with Appointment Insights** | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Monitor Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&type=5&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Field Service Scheduling and Optimization Solutions](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_sched_and_opt.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Get Recommendations with Appointment Insights](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_parent_page.htm&type=5&language=en_US) | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Field Service Enhanced Scheduling and Optimization Error Messages](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_error_message.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Represent My Workforce Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_represent_workforce.htm&language=en_US) |   | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Get Information on Optimization with Field Service Optimization Center](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_center.htm&language=en_US) | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Define Which Field Service Resources Perform Work and Where](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_which_resource.htm&language=en_US) | | |   | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Define When Field Service Resources Perform Work](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_when_resources_work.htm&language=en_US) |   | | | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Define Field Service Work](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_define_work.htm&language=en_US) |   | |   | ![doc icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/doc_icon.png) [Manage the Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_manage_schedule.htm&language=en_US) |   | <!-- document id=c4148a7dd1d6b2643be5b1e7c8aff2b5e63f297c0281b089db23d816adfc03db url=/admin/current/en-us/service/264-0-0/cti_admin_importcc.md --> # Import a Call Center Definition File To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41013e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41013e58 ">To import call center definition files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41013e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Call Centers</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). 1. From Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. 2. Click **Import**. 3. Next to the Call Center Definition File field, click **Browse** to navigate to the default call center definition file in your CTI adapter installation directory. This XML file is named after the type of CTI system that the adapter supports. For example, the Cisco™ IPCC Enterprise adapter's default call center definition file is named CiscoIPCCEnterprise7x.xml. Click **Open** to enter the path in the Call Center Definition File field. 4. Click **Import** to import the file and return to the All Call Centers page. The new call center record is listed with the other call centers in your organization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you receive the error A call center with this internal name already exists, a call center definition file for this CTI adapter has already been imported into Salesforce. To create additional call center records for this CTI adapter, clone the adapter's existing call center, or modify the call center definition file to include a different value for `reqInternalName`. 5. Click **Edit** next to the name of the new call center to modify the call center's settings. #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5 "After you set up a call center, you can update the call center settings as your business needs change.") <!-- document id=4679ef6f0851a2999b7fcc17d5cbec2b399a8052a36bf73bc1d63648a8211cd6 url=/admin/current/en-us/service/264-0-0/bots_service_block_import.md --> # Import an Einstein Bot Block Bot blocks are a group of components that you can import to multiple bots. Blocks are pieces of bots, as opposed to a bot template, which contains functionality for a whole bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6172e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6172e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6172e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. Open the bot you want to use as the destination for this block. 2. On the dialog menu, click the plus icon, and then select **Import a Block**. ![Click the plus icon to import a block.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_block_import_start.png) 3. Select the block from the list of available blocks. Then click **Next**. 4. Review the block details and rename it to fit your bot. Then click **Next**. 5. Blocks can include references to dialogs. You can resolve these references by mapping them to a bot dialog or by creating a bot dialog. Resolve all open dialogs and click **Next**. 6. Resolve any included goals into your bot by creating a new goal or mapping to an existing goal. Click **Next**. 7. Confirm mappings to the block variables. New variables are created by default, but you can choose to map them to existing variables instead. Click **Next**. 8. Click **Finish**. Your block is created as a dialog group in your bot. The dialog group counts towards your total allowed dialog groups in your bot version. After you import a block into your bot, it turns into a dialog group and is no longer connected to the block template. Updates to the block template don’t affect the dialog group created from the block. Some blocks require additional customization. See [Explore the Einstein Bot Block Library](https://help.salesforce.com/s/articleView?id=service.bots_service_block_library.htm&release=264.0.0&type=5 "Learn about Einstein bot blocks designed for specific clouds and use cases."). To remove a dialog group created from a block, click the dropdown next to the dialog group name and select **Ungroup**. The dialog group is deleted and all dialogs part of that group are listed in the main dialog listing. To remove a block and all its dialogs, delete the dialogs first and then select **Ungroup**. <!-- document id=ebe8a463c8739e15e245e66d868a0157355e1aee0fff42d8adbd16c093ebf922 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_import_ci_rltshp.md --> # Import Configuration Item Relationships Import configuration item (CI) relationships in bulk by using predefined CSV templates. Use relationship imports to establish dependencies and service mappings between related CIs more efficiently in CMDB. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d45467e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45467e71 ">To import configuration item relationships:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45467e71 ">IT Service Configuration Item Type Manager</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45467e71 ">To view configuration item types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45467e71 ">IT Service Configuration Item Reader</td> </tr> </tbody> </table> Relationship imports associate source and target configuration items by using predefined relationship types. Import configuration items before importing relationships into CMDB. For more information, see [Import Configuration Items to CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_importci.htm&release=264.0.0&type=5 "Import configuration items (CIs) and CI tags in bulk using a predefined CSV template. Download a prestructured template that matches the selected CI type and then upload the completed CSV to import CIs into CMDB. Use this method to maintain consistency and reduce manual effort during CMDB setup."). Download the relationship templates before preparing relationship import data. 1. From App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **CI Imports and Exports** under CMDB in Administration. 3. On the **Import History** tab, click **Download Import Template**. 4. From Template Object, select **Configuration Item Relationship** and the following template ty 5. Select the relationship template that you want to download as per the following table: 6. Click **Download** to download the CSVs of these template types: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><th style="vertical-align:top;" headers="d45467e166-option" id="d45467e170">CI Relationships</th><td style="vertical-align:top;" headers="d45467e166-desc d45467e170">Defines source and target configuration items and the relationship types used during relationship import.</td></tr><tr class=""><th style="vertical-align:top;" headers="d45467e166-option" id="d45467e179">Relationship Types</th><td style="vertical-align:top;" headers="d45467e166-desc d45467e179">Lists the predefined relationship types available for relationship import.</td></tr></tbody></table> 7. Populate the downloaded CSV templates with relationship data. You can use the Relationship Types template as a reference for supported relationship types. 8. On the **Import History** tab, click **Import CI Relationships**. 9. Upload the completed relationship CSV file and wait for the upload to complete. 10. Click **Close**. You can view the relationship import status on the **Import History** tab. <!-- document id=112a2fef90f79d352a6d46f098d9dd717b7bd32aa92398cea441cbe9cb1f5f11 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_importci.md --> # Import Configuration Items to CMDB Import configuration items (CIs) and CI tags in bulk using a predefined CSV template. Download a prestructured template that matches the selected CI type and then upload the completed CSV to import CIs into CMDB. Use this method to maintain consistency and reduce manual effort during CMDB setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d105201e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105201e74 ">To import configuration items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105201e74 ">IT Service Configuration Item Manager</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105201e74 ">To view configuration item types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105201e74 ">IT Service Configuration Item Reader</td> </tr> </tbody> </table> During CI import, CMDB imports tags associated with CIs from the import file. For more information, see [Configuration Item Tags](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_tags.htm&release=264.0.0&type=5 "Use configuration item (CI) tags to group and organize CIs across your CMDB. Tags are flexible labels that help teams filter, identify, and manage related CIs more efficiently. Apply tags manually or populate them through discovery, imports, and APIs. Teams can use tags to represent operational, business, or environment-specific metadata across different CI types."). 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Administration**, and then select **CMDB**. 3. Click **CI Imports and Exports**. 4. In the **Import History** tab, click **Download Import Template**, and then click **Next**. 5. For Template Object, select **Configuration Item Type**. 6. For **Configuration Item Type Templates**, search and select the required template based on the CI type. 7. Click **Download** to save the CSV template. The file includes all standard and required attributes associated with the selected configuration item type. 8. Open the downloaded CSV file in a spreadsheet editor and enter values for each column as per your CI records. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note For date or date/time fields, enter values in one of these supported formats: - Epoch milliseconds. For example, 17272806450002 - Date with time in 12-hour format. For example, 9/25/2026 3:30:45 PM - Date only. For example, 9/25/2026 9. Click **Import CI** in the **Import History** tab. 10. In the Upload CSV file page, select **Upload Files** to upload the file, and then click **Next**. 11. In the Select Configuration Item Type page, select the required CI type from the **Target Object** field. The uploaded CSV file is associated with the selected CI type. 12. In the Map Columns page, review and adjust the column mappings. The import tool automatically maps CSV columns to configuration item fields when possible. Unmapped columns are not imported. 13. If you want to reuse an existing column mapping, select **Use a saved mapping configuration** and upload the saved mapping file. 14. On the Start Import page, review the import settings, and then click **Start Import**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note CMDB applies identification rules during import. Based on these rules, the import updates existing configuration items or creates new ones. For more information, see [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated."). Your import job appears in the **Import History** tab. You can use the Import Status column to check the status of your import. When the import is completed, the imported records appear in **All Configuration Items**. If you're listed as the CI owner, the records also show up in **My Configuration Items**. When the import is completed, you can also import CI relationships to define dependencies between imported CIs. For more information, see [Import Configuration Item Relationships](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_import_ci_rltshp.htm&release=264.0.0&type=5 "Import configuration item (CI) relationships in bulk by using predefined CSV templates. Use relationship imports to establish dependencies and service mappings between related CIs more efficiently in CMDB."). <!-- document id=d3d8842cdeebfbf1389578a8d4f80dc6ee932128c7f13f1f7a2f76ce7429acf9 url=/admin/current/en-us/service/264-0-0/hr_svc_import_emp_from_sapsf.md --> # Import Employees from SAP SuccessFactors To import employee details from SAP SuccessFactors to Salesforce, enable the integration feature to establish a connection between the two platforms. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d189792e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d189792e59 ">To enable integration with SAP SuccessFactors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d189792e59 ">Salesforce Administrator and MuleSoft Administrator user permission with Employee Hub Community User add-on license.</td> </tr> </tbody> </table> 1. In Setup, find and select **MuleSoft Direct**. 2. On the Integrations Setup page, in the Available Assets area, go to the Employee Data Import integration app, and then click **Enable**. The Employee Data Import integration app requires 0.2 vCore to run on the MuleSoft Anypoint platform. 3. Enter a display name for the integration. A display name is how you want the enabled integration instance to be referenced in a Salesforce org. 4. Enter the app name. Make sure it’s unique to your MuleSoft instance. 5. Select the business group that you want to enable the integration for. 6. Select the environment where you want to enable the integration. 7. Select the deployment target where you want to deploy the integration. 8. Click **Next**. 9. Provide the required configuration details. - The Employee Data Import integration app imports and links employee details from SAP SuccessFactors to Salesforce. This data includes the employee's location, organization, and manager details. After the sync, the reporting manager for an employee is shown in the Reports To field on the employee's Person Account. - To reuse the configuration settings of a saved connection, click **Use a saved connection** and select the connection from the Connection Name dropdown. See [Enable Integrations](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&language=en_US). 10. Click **Proceed** and wait for the enablement process to be completed. <!-- document id=b2e3645fd8e2ed4acd16d50a70714f91eeced1e4e0a310d34880706f512b67ab url=/admin/current/en-us/service/264-0-0/es_import_employee_from_workday.md --> # Import Employees from Workday To import employee details from Workday to Salesforce, enable the integration feature to establish a connection between the two platforms. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d168679e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d168679e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d168679e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. In Setup, find and select **MuleSoft Direct**. 2. On the Integrations Setup page, in the Available Assets area, go to the Employee Data Import integration app, and then click **Enable**. The Employee Data Import integration app requires 0.2 vCore to run on the MuleSoft Anypoint platform. 3. Enter a display name for the integration. A display name is how you want the enabled integration instance to be referenced in a Salesforce org. 4. Enter the app name. Make sure that the app name is unique to your MuleSoft instance. 5. Select the business group that you want to enable the integration for. 6. Select the environment where you want to enable the integration. 7. Select the deployment target where you want to deploy the integration. 8. Click **Next**. 9. Enter configuration details for each of the dependent apps. - The Workday Employee Data Sync dependent app imports employee details, including the location, organization, and manager details from Workday to Salesforce. - The Employee Salesforce Integration dependent app links the imported locations and organizations with the associated employees. The reporting manager for an employee is shown in the Reports To field on the employee's Person Account. To reuse the configuration settings of a saved connection, click **Use a saved connection** and select the connection from the Connection Name dropdown. See [Enable Integrations](https://help.salesforce.com/s/articleView?id=ind.enable_integration_assets.htm&type=5&language=en_US). 10. Click **Proceed** and wait for the enablement process to be completed. <!-- document id=e1ef32a224bf6bfc46f1aa3826c325ef4ebec9175ab985ab7558ac420b465453 url=/admin/current/en-us/service/264-0-0/knowledge_article_importer.md --> # Import External Content into Salesforce Knowledge Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you are looking for instructions on importing translated articles that you've sent to a localization vendor, see [Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization."). Consider these best practices and requirements as you prepare your articles for import. - Test your import using a small set of articles. - Sort your articles by information type. In Classic, import each article type individually. In Lightning Knowledge, you can import articles of multiple record types at once. - Ensure that each information type has a corresponding record type or, in Salesforce Classic, an article type that matches its structure and content. Create a list of fields available in each article or record type, and verify that your article contents match the structure of each type. - Verify that the article's [field-level security settings](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_fls.htm&release=264.0.0&type=5 "Field-level security lets administrators restrict readers' access to specific fields on detail and edit pages. For example, you can make a “Comment” field in an article visible for Internal App profiles but not for public Experience Cloud profiles.") allow you to edit the fields. - Use rich text fields to import HTML content. Prepare the .html files with the content for each rich text area field. Ensure that the HTML is compliant with the tags and attributes supported in the rich text area field. - The article importer does not support subfields. If you have fields within fields, adjust your structure and content before importing into Salesforce Knowledge. 1. **[Create a .csv File for Article Import](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_02csv.htm&release=264.0.0&type=5)** The import file maps the article contents to Knowledge article fields. For example, map a Title column in your .csv file with the standard Title field to import each article's title. 2. **[Set Article Import Parameters](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_03parameters.htm&release=264.0.0&type=5)** Specify import parameters in a property file using key names and corresponding values. For example, use the key `DateFormat` to specify that a date custom field appears in the `DateFormat=dd/MM/YYYY` format. Or, specify the character encoding and field separator used for the import file. 3. **[Create an Article .zip File for Import](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_04zip.htm&release=264.0.0&type=5)** To complete your article import, create a .zip file with your parameters, .csv, and .html files, and upload them to Salesforce Knowledge. 4. **[Article and Translation Import and Export Status](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_05status.htm&release=264.0.0&type=5)** You can monitor the status of your article imports and exports. #### See Also - [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=1b45eb77f3c6a290ded02f095aef8c752a1519706d1e5d1d0b0d35254b72b815 url=/admin/current/en-us/service/264-0-0/bots_service_intent_import_bot.md --> # Import Intent Data to a Bot Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96845e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96845e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96845e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96845e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96845e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You must have Version 47 or higher of the Data Loader to access the Intent Utterance object. 1. To enable intents for a dialog, click **Enable Dialog Intent.** 2. Create a three-column CSV file with the following headers: MlDomainName, MlIntentName, and Utterance. When uploading directly to a bot, MIDomainName (Capital M, lowercase l) refers to the bot API name and MIIntentName (Capital M, lowercase l) refers to the dialog API name. ![An example CSV for import utterances to a bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_import_bot_csv.png) 3. Log into Data Loader, and click **Insert**. After authentication, click **Show all Salesforce objects**. ![An image of selecting the Intent Utterance object.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_import_bot_dataloader.png) 4. Select Intent Utterance (MIIntentUtterance) as the Object, and then click **Browse** to select your CSV file. 5. To map your fields to MIDomainName, MIIntentName, and Utterance, click **Map Fields**. Click **Next**. ![Setting the mapping of the Intent Utterance fields.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_import_bot_mapping.png) 6. To save your success and error files, select a directory. Click **Finish**. <!-- document id=39edfa68691ce5124569936d79da610e09dfbbd0457fe0711157419e83a2b455 url=/admin/current/en-us/service/264-0-0/bots_service_intent_import_set.md --> # Import Intent Data to an Einstein Intent Set You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35456e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35456e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35456e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35456e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35456e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You must have Version 47 or higher of the Data Loader to access the Intent Utterance object. 1. Using the Quick find tool in Setup, type in Einstein Intent Sets to access the Einstein Intent Set menu. 2. To create an Intent Set, click **New**. Give your intent set a name and save your changes. To add your Intents to the Intent Set, click the down button next to the intent set, and click **Edit**. ![An Intent Set to be used with a bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_import_set1.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Intents must be created in the Einstein Intent Set before you can upload utterances related to the intent. 3. Create a three-column CSV file with the following headers: MlDomainName, MlIntentName, Utterance, and Language. In an Intent set, MlDomainName (Capital M, lowercase l) refers to the intent set API name. MlIntentName (Capital M, lowercase l) refers to the API name of the Intent within the intent set. ![A CSV file to be uploaded to an Intent Set.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_import_set3.png) 4. Log into Data Loader, and click **Insert**. After authentication, click **Show all Salesforce objects**. 5. Select Intent Utterance (MlIntentUtterance) as the Object, and then click **Browse** to select your CSV file. 6. To map your fields to MlDomainName, MlIntentName, and Utterance, click **Map Fields**. Click **Next**. 7. Select the directory where your success and error files are saved. Click **Finish**. 8. Return to the Bot Builder, and select the dialog you want to add the intent data. In the Intent Sets section, click **Add Intent**. 9. Select your intent from the list then save your changes. <!-- document id=f805032c24f2ef1b2077de58a9e8d9d063a9812bbda440b173644e5eff46bc52 url=/admin/current/en-us/service/264-0-0/voice_import_mes_mix_queue.md --> # Import Messaging and Mixed Queues from Amazon Connect Import Amazon Connect queues that handle messaging, voice, or both into your Salesforce contact center. The import creates contact center queues with the correct supported objects based on each routing profile’s channel configuration. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63856e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63856e72 ">To import queues from Amazon Connect:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63856e72 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Before you import: - Verify that queue management is enabled. - Verify that your contact center is on version 22.0 or later to support messaging queues. - Verify that your Amazon Connect routing profiles are configured with the correct channel settings (Voice, Chat, or both). The import maps Amazon Connect users to Salesforce users based on the Salesforce user ID in each Amazon username. If an Amazon Connect user can’t be mapped, Salesforce skips that user and doesn’t sync the membership. The import doesn’t delete existing Salesforce contact center queues. It synchronizes queue membership and updates supported objects based on the routing profile’s channel configuration. During import, Salesforce processes routing profiles in batches of 10 to comply with Amazon Connect’s 10-request-per-second API limit. For contact centers with many routing profiles, the import can take several minutes. You receive an email notification when the import is complete. The import maps these queue types: - Voice Only: Queues associated with routing profiles that have only Voice enabled. Salesforce assigns the VoiceCall object as the supported object. - Messaging Only: Queues associated with routing profiles that have only Chat enabled on the Amazon side. During import, Salesforce assigns both the VoiceCall and MessagingSession objects as supported objects. - Mixed: Queues associated with routing profiles that have both Voice and Chat enabled. Salesforce assigns both the VoiceCall and MessagingSession objects as supported objects. 1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers**. 2. Click the contact center name to open it. 3. On the contact center details page, click **Import**. Salesforce begins importing routing profiles and queues from Amazon Connect. Salesforce processes routing profiles in batches of 10. The import creates contact center queues based on Amazon Connect queues, contact center groups based on routing profiles, and maps contact center users to Amazon Connect users. Wait for the email notification confirming that the import is complete. Salesforce sends the email to the admin who started the import. For large contact centers with many routing profiles, the import can take several minutes. After import: - Verify that imported queues have the correct supported objects (VoiceCall, MessagingSession, or both) in the contact center’s queue details. - Verify that contact center groups are associated with their Amazon Connect routing profiles. - If needed, add more queues or groups manually. When you add queues to a contact center group, Salesforce automatically updates the routing profile with the correct channels. - To continuously synchronize changes in your contact center queues and groups with Amazon Connect, keep queue management enabled. - For contact center groups with messaging queues, configure the maximum concurrent chats value in the group details. This setting controls how many chat sessions each rep in the group can handle at the same time (1–10). The value syncs with the Amazon Connect routing profile. <!-- document id=b925138ce87df66695c4c010e801ed434a65840d5b1782f8cb63dafe31543483 url=/admin/current/en-us/service/264-0-0/pfs_import_kml.md --> # Import Service Territory Polygons in KML Map polygons represent the physical boundaries of a service territory in Field Service. While you can draw a polygon on the Classic Dispatch Console map, you can also import one in KML (Keyhole Markup Language). For example, cities may provide public KML files so you can create service territories whose boundaries correspond exactly to the city borders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you import a polygon in KML, make sure that you meet these requirements. - The longitude values range between -180 to +180. These values are the first numbers in each coordinate line. - The latitude values range between -90 to +90. These values are the second numbers in each coordinate line. - To clearly define the start and end of the polygon, the first and last coordinates must be identical. - To prevent a self-intersecting or invalid polygon, make sure that there are no duplicate coordinates, except for the first and last coordinates. To import a polygon in KML, click the Map Polygons custom object tab in Salesforce and click **New**. Add a name, color, description, and service territory. In the KML Details field, add your KML text. Make sure that each set of coordinates has its own line. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example ``` <?xml version="1.0" encoding="UTF-8"?> <kml xmlns="http://www.opengis.net/kml/2.2"> <Style id="myPolygonStyle"> <LineStyle> <width>1</width> </LineStyle> <PolyStyle> <color>8047A043</color> </PolyStyle> </Style> <Placemark> <name>myPolygon</name> <styleUrl>#myPolygonStyle</styleUrl> <Polygon> <outerBoundaryIs> <LinearRing> <coordinates>-122.44257817993167,37.80710430993863,0 -122.4278153015137,37.804391739106606,0 -122.4113358093262,37.80737556154185,0 -122.40412603149417,37.80629054915071,0 -122.38867650756839,37.78974213500372,0 -122.38764653930667,37.74821914921608,0 -122.45390783081058,37.74523293816564,0 -122.4604309631348,37.78865686357955,0 -122.44257817993167,37.80710430993863,0</coordinates> </LinearRing> </outerBoundaryIs> </Polygon> </Placemark> </kml> ``` <!-- document id=97f0b0bf18148c17129c33beb6c26ebc4d1550c18575d316b16c2cc57885a551 url=/admin/current/en-us/service/264-0-0/knowledge_translation_import.md --> # Import Translated Articles If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d149593e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 ">To export articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 "> <p>Manage Salesforce Knowledge</p> <p>AND</p> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Manage Knowledge Article Import/Export</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 ">Read on the article type</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149593e58 ">Read and Create on the article type</td> </tr> </tbody> </table> 1. From Setup, enter Import Article Translations in the Quick Find box, then select **Import Article Translations**. 2. Choose how Salesforce handles translations after they're imported. | Option | Description | | --- | --- | | Review imported translations on the Article Management tab before publishing | Add imported translations to a queue from which support reps can review them. | | Publish translations immediately on import | Publish imported translations without reviews. | 3. Select the language of the articles you're importing. 4. If you chose to have articles reviewed before publishing, select to send the files to a user or a queue. 5. Click **Browse**, choose the translation .zip file to upload, and click **Open**. You must place all the translation files (meaning, those exported from Salesforce and translated by your vendor) in a folder whose name is the same as the language code. For example, put French articles in an fr folder. Zip up this folder to create your import file. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To import translated articles successfully, verify that the file structure and their extensions match the file structure and extensions of files exported from Salesforce Knowledge for translation. For example, if the target language is French, the file structure begins as follows: ``` import.properties -fr --articletypearticlename_kav ---articlename.csv ---[Article collateral, html, images, etc.] ``` 6. Click **Import Now**. If you have more translated articles to upload, repeat steps four through six. 7. Click **Finish**. An email notification is sent to you when your import finishes. You can view the status of your import from Setup by entering Article Imports and Exports in the Quick Find box, then selecting **Article Imports and Exports**. #### See Also - [Article and Translation Import and Export Status](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_05status.htm&release=264.0.0&type=5 "You can monitor the status of your article imports and exports.") - [Export Articles for Translation](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_export.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup.") - [Support a Multilingual Knowledge Base](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5 "Reach a global audience by offering your knowledge base in multiple languages.") - [Support Knowledge Articles in Multiple Languages](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_overview.htm&release=264.0.0&type=5 "Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=3a6d89e533f2a7654d90cc5f90230f431bcda1211cbcead8573897e3b3c75c37 url=/admin/current/en-us/service/264-0-0/cases_enable_case_duration_or_age_in_business_hours.md --> # Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report Manage escalations and set realistic milestones by enabling Business Hours Age in Case reports. Business Hours Age helps in the accurate tracking of the age of a case. It helps calculate the age of a case based on your business hours and not based on the number of calendar days. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48800e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48800e62 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48800e62 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Enable the Business Hours Age feature to expose the Business Hours field on applicable case objects and reports. 1. From **Setup**, enter and select **Business Hours**. 2. Set your working hours. For Business Hours Age to work, your working hours must be less than 24 hours. 3. Click **Activate**. 4. Select the Make Business Hours Default checkbox, and save your work. 5. Go to the case report you want to track Business Hours Age for and click **Edit**. 6. Enter and select **Business Hours Age** as a value in columns, then save the case report. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - The Business Hours Age field won't be available for custom report types built on a case object or for any other objects even after enabling the Case Duration or Age in Business Hours feature. - If a user can't use the Closed Date/Time field because of field-level security or field accessibility, then this field won't be available. - The Business Hours field is a reporting field that is not editable at the record level and can't be used as a filter or bucket field on a report. - The regular Age field will still be visible in Case object reports even after enabling the Case Duration or Age in Business Hours feature. <!-- document id=38469e4244baa43119ca80df185d80548fcf162136dce17e092753b0b235b3c4 url=/admin/current/en-us/service/264-0-0/bots_service_intent_training.md --> # Improve Intent Matching Quality with Bot Training Help your bot improve its conversation quality with Bot Training. Bot Training, shows you the intent that the bot identified from an utterance. Then you can tell your bot if it was right, or you can correct the bot if it was wrong. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26885e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26885e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26885e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26885e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26885e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Bot training includes utterances that match the bot’s language and utterances with an unassigned language. 1. Make sure to select a language for the bot, and make sure that **Store Einstein Bots conversation data** is selected. To confirm, open the Overview page from the Bot Builder. 2. Access Model Management from the Bot Builder. Click **Build Model**. While the model builds in the background, an In Progress message shows you the status of the build. ![An in-progress build of the intent model.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_intent_training_build.png) 3. After the build is completed, your bot can collect text for bot training. To collect text, activate and interact with your bot. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note New customer inputs don’t appear in Bot Training in real time and can take up to 24 hours to populate. 4. In the Model Management page, enter the Bot Training sub menu, and then click **Train Bot**. ![An image of the Model Management page with the Train Bot button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_intent_training_select.png) 5. The Bot Training menu shows customer inputs and the bot’s top intent prediction. Use the buttons to confirm the intent, ignore the utterance, or reclassify to another intent. You can reclassify utterances to Einstein-enabled dialog intents or exact matching intents. You can reclassify to any intent enabled dialog. ![An example of training an intent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_training.png) 6. The Utterance field on the UtteranceSuggestion object is available for encryption with Shield Platform Encryption. This field includes customer suggestions to add to the Intent Model, and it contains data when admins select **Store Einstein Bots conversation data** on the Bot Overview page. This field only supports case-insensitive deterministic encryption. To encrypt this field, check **Encrypt** on the Encrypt Field page in Setup. Salesforce Shield is required for the customer to remain compliant while using the **Store Einstein Bots conversation data** setting on the Bot Overview page. 7. To act on many inputs at once, select multiple customer inputs, and then use the Bulk Action buttons from the list view. 8. After working through all open training items, click **Build Model** to integrate your suggestions. You can reclassify inputs to an intent inside the current bot or into an intent set. By reclassifying inputs into an intent set, admins can share authentic customer inputs with other bots or move the data to a sandbox. To send a new customer input to an intent set, click the **Reclassify** button and then define the destination. To select an intent in the current bot, click **Search Intents** and select the intent. To assign to an intent set, select the intent set in the dropdown and select the intent. ![Classify new intents to the current bot or an intent set.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_training_classify_intent.png) The Store Einstein Bots conversation data setting must be enabled for Bot Training to suggest customer inputs. In the Log Conversations section of the Bot Overview page for your desired bot, select **Store Einstein Bot conversation data**. Some customer inputs aren’t available in Bot Training: - Inputs over 255 characters are discarded. - Inputs that are already included in an intent are discarded. - Newly added inputs that already exist as suggestions in Bot Training increase the Occurrences count for a suggestion. No new inputs are created. - Suggested inputs that were ignored within the last two weeks or are older than two weeks aren’t shown. New customer inputs aren’t automatically classified into an intent. It can take up to 24 hours for a new customer input to appear in Bot Training. Newly classified utterances don’t automatically appear in your intent model. To integrate your suggestions, click the **Build Model** button. <!-- document id=2ed2f04736b1fc6facd47afb7784ed7a978bd0efdad7c76ea83013b626b15b82 url=/admin/current/en-us/service/264-0-0/service_intelligence_intro.md --> # Improve Operations with Service Intelligence Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Intelligence includes Data Cloud, CRM Analytics, and Einstein Conversation Mining. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Service Intelligence Considerations and Requirements](https://help.salesforce.com/s/articleView?id=service.service_intelligence_considerations.htm&release=264.0.0&type=5)** Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, CRMA, and your industry data. - **[Service Intelligence Setup](https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup.htm&release=264.0.0&type=5)** Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence. - **[Service Intelligence Data Refresh](https://help.salesforce.com/s/articleView?id=service.service_intelligence_data_refresh.htm&release=264.0.0&type=5)** The Service Intelligence dashboards rely on up-to-date data. When you install Service Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the data transforms and updating the datasets. - **[Service Intelligence Insight Components](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights.htm&release=264.0.0&type=5)** Service Intelligence components provide a key contact center performance metric that can easily be embedded where you need it. - **[Service Intelligence Dashboards](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards.htm&release=264.0.0&type=5)** Service Intelligence dashboards are data-driven solutions that display key contact center performance metrics. - **[Explore Service Intelligence Data in Tableau](https://help.salesforce.com/s/articleView?id=service.service_intelligence_tableau.htm&release=264.0.0&type=5)** The Service Intelligence dashboards contain rich data. But if you want a deeper dive into your data or to create your own visualizations, you can do so in Tableau. #### See Also - [_Trailhead:_ Service Intelligence: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-intelligence) - [_Trailhead:_ Service and Data 360>: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) <!-- document id=40c69bff738f189eb362fb06249ffca33f373a57ffda1f9d1aeeafc3edfee519 url=/admin/current/en-us/service/264-0-0/knowledge_search_improve.md --> # Improve the Knowledge Article Search Experience To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Search Highlights and Snippets in Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_search_highlights.htm&release=264.0.0&type=5)** Quickly identify the best article and see how articles match your search terms with relevant text and highlighted search terms in the search results. - **[Synonym Groups for Article Searches](https://help.salesforce.com/s/articleView?id=service.search_how_synonyms_work.htm&release=264.0.0&type=5)** Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group. - **[Promote Articles in Search Results](https://help.salesforce.com/s/articleView?id=service.promoted_search_terms.htm&release=264.0.0&type=5)** Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing **Enter** (Windows) or **Return** (Mac) see the article appear first in their search results. - **[Manage Promoted Search Terms in Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.promoted_search_terms_admin.htm&release=264.0.0&type=5)** From a single page, you can view, edit, and delete all the promoted search terms that are associated with Salesforce Knowledge articles. - **[Enable Topics for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_topics.htm&release=264.0.0&type=5)** Classify and search knowledge articles by assigning topics. Topics can be added from the article view and detail pages. Suggested topics, which are only supported in English, are terms extracted from the article, so that they are more concrete and precise than a data category assignment. When searching, topics can be used to index the article, so the matched articles are more relevant to keyword searches. - **[Article Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_search_algorithm.htm&release=264.0.0&type=5)** How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results. - **[Use More Case Keywords to Find Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_admin_tricks_examples_casesearch.htm&release=264.0.0&type=5)** When searching knowledge articles from a case, by default, only the case title is used in the search. Often, you want to use information from the case for more accurate search results, or create a custom search button. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=57b77e68008c17e74d9ded2e9bcea85d4fe27a3af573e86d9642c56ffddf7953 url=/admin/current/en-us/service/264-0-0/bots_service_improve_bot.md --> # Improve Your Bot Einstein Bots collects data that gives you valuable insights into the customer experience, which you can then use to improve your bot's design and its capabilities. A data-driven bot growth strategy works best to meet customer expectations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Chatbots are unique in the automation world because they collect data that you can use to improve the bot. Feedback from each bot conversation is like hearing directly from your customer. This document walks admins through collecting and acting on the reports available in Einstein Bots to create a bot growth strategy. ## Collecting Data: The Bot Snapshot Report Einstein Bots collects data in four major categories: User Activity, Errors, Natural Language Processing (NLP), and KPI changes. Bot data is also segmented by event activity (data about the bot conversations) and session data (the conversations themselves). If you want to report on bot sessions, use the Conversation Definition Session object in Report Builder. To capture bot activity over time, we recommend that you create reports from the Conversation Definition Dialog Daily Metrics and Conversation Definition Hourly Dialog Metrics objects. Use standard reports to identify key usage trends in your Einstein Bot. Learn more at [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders."). You can export event data by exporting a standard bot report as a formatted report. Or you can export the detail rows from a standard bot report in Excel or CSV format. You can also collect event data through the API (ConversationDefinitionEventLog object). To learn more about event types, visit the [Bot Data Reference Guide](https://help.salesforce.com/s/articleView?id=service.bots_service_data_reference.htm&release=264.0.0&type=5 "A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots."). To gain a full picture of the bot, we recommend that you include data that lives outside of the bot: different objects for recording CSAT, or comparing bot trends to the company calendar. In building your Snapshot Report, we recommend that you pick the reports that work best for your company’s bot goals. Not every bot has data in all four categories. For instance, bots that don’t use Intent Management don’t have NLP data, but they accept customer text. Also, every company collects data on customer interactions and KPIs in different ways. The success of your Bot Snapshot Report isn’t in how it looks but how it’s used to recommend areas of growth. User Activity Data: This data includes data about the bot sessions. - Conversation Definition Session: - Session Duration: The length of the conversation. - Session Transfer Target Type: Identifies whether a conversation ended in a transfer to a bot or a support rep. - Session Transfer Type: Identifies the reason for transfer (Bot Request, Implementation Error, Invocation Timeout, Insufficient Privileges). - Session Transfer Result: The result of the transfer (Transfer Successful, Transfer Failed, No Transfer Requested, No Agents Available). - Conversation Definition Dialog Daily Metrics & Conversation Definition Hourly Dialog Metrics: - Article: The ID of the selected knowledge article. - Article name: The title of the selected knowledge article. - Goal name: The name of an admin-defined goal. To define a goal, the admin adds the Goal dialog step to a dialog. - Integration name: The name of the external connection to the bot. - Integration type: The type of external connection to the bot (API). - Language: The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language. - Menu choices: A count of the static choices selected by end users. - Number of dialogs started: A count of dialogs started, by bot dialog name. - Number of sessions per channel: The number of sessions grouped by channel. - Session count: The number of conversations automated by the bot. - Transfers by type: A count of transfers, grouped by destination. - Conversation Definition Session Metrics: - Last dialog: The name of the last visited dialog when the bot session ended. - Number of articles selected: A count of articles the end user selected inside a session. - Number of choices selected: A count of the total number of choices the end user selected inside a session, including static choices in questions and choices from the Main Menu. - Number of dialogs started A count of dialogs started inside the session. - Number of input and output messages: A count of messages sent by the end user to the bot, and a count of messages sent from the bot to the end user. - Number of interrupted dialogs: A count of dialogs where the end user chose to exit the dialog (selecting from the Options Menu or entering text that matches an intent). - Number of Options Menu choices selected: A count of choices the end user selected inside a session from the Options Menu. - Transfer wait time: Duration in seconds between the user requesting a transfer and a support rep accepting the transfer. - Event Logs (use these events to count the number of times each happens in a session): - Call dialog: The bot called a dialog. - Clear Variable: The bot used the Clear Variable Value dialog. The Variable Name is included in the event log. - End chat requested: The bot ended the chat. - End dialog: The end of a dialog. - Engaged session: Within a bot session, a user sends at least one message or clicks at least one menu option or choice. A session is categorized as engaged or not. - Entity extracted: The bot successfully extracted an entity. - Escalation requested: An escalation to a support rep was requested. - External entities extracted: The bot successfully extracted an entity from an external source. - Goal completed: A user reaches an admin-defined point in a dialog flow where a common customer goal is considered complete. To define a goal, the admin adds the Goal dialog step to a dialog. - Initializing context variable: The bot is accessing a context variable. - Invocation successful: The bot invoked a flow or Apex. - Language: The selected language for the bot. A bot with one language shows the language set on the Bot Overview page, and a bot with multiple languages starts with the primary language and then updates to the selected secondary language. - Message sent: A message sent to a customer. - Prompt sent: A question sent to a customer. - Redirect to dialog: The bot redirected to a dialog. - Rule condition evaluation: The bot evaluated the customer input based on the rule conditions. - Rule condition item result: False: The bot evaluated the customer input based on the rule conditions and found it to not meet those conditions. - Rule condition item result: True: The bot evaluated the customer input based on the rule conditions and found it to meet those conditions. - Search Successful: A successful attempt at Object Search. - Sensitive data not available: Shows when Store Einstein Bots conversation data isn’t checked. - Session ended: The bot session ended. - Set Variable The bot used the Set Variable dialog. The Variable Name is included in the event log. - Start dialog: The start of a new dialog. - Starting a new session The bot started a new session. - Transfer successful: The transfer was successful. - Transferred from bot: The conversation started with a bot transfer. - User response: The response from the customer. Error Data: This data includes data about any errors that occur inside a conversation. - Conversation Definition Dialog Daily Metrics and Conversation Definition Hourly Dialog Metrics: - Number of exceptions thrown by a dialog. - Event Logs (use these events to count the number of times each happens in a session): - Error: Identifies when an error occurred inside a conversation. - Invocation failed - errors: Highlights when an error occurred in a flow or Apex. Admins can pair this data with event log listings of Invocation Successful to create a success rate. - Variable already filled: Identifies whether a skip in conversation occurred because a variable was already filled. If the skip is unintentional, the admin can include Clear Variable actions to ensure the bot doesn’t skip the variable. - Search failed - errors: Identifies the number of times the search encountered an error. - Transfer failed: Identifies the number of times a transfer attempt failed. NLP Data: This data reflects the processing of free text and the performance of the Intent Model (if applicable). - Conversation Definition Dialog Daily Metrics / Conversation Definition Hourly Dialog Metrics: - Confused: The number of times that a bot can't match a user input to an intent or entity. - Conversation Definition Session Metrics: - NLP intent request count: The number of text inputs sent for intent matching. - NLP intent request hit count: The number of text inputs with a successful intent match. - Event Logs (use these events to count the number of times each happens in a session): - Intent detected successfully: An event listing where the bot identified an intent. - Intent detection failed: An event listing where the bot was unable to identify an intent. - External intents detected: An event listing where the bot detected an intent from an outside source. - Model Management tab: - F1 Score per Intent: The performance of each individual intent based on customer input. To learn more about interpreting F1 scores, visit [Evaluate How Well Your Bots Understand Your Customers](https://help.salesforce.com/s/articleView?id=service.bots_service_model_mgmt.htm&release=264.0.0&type=5 "The Model Management page shows metrics on the quality of your bot’s intent model and individual intent details. Use the information to fine-tune intents and improve how well your bot understands your customers."). - Intent Recommendations: Details on how to improve each intent to reduce confusion or increase accuracy. - Bot Training: While training your model, record the unclassified free text to identify the top things that your customers are asking your bot. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To visualize the accuracy of your intent model, you can use the [Einstein Intent Assessor](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G5qvaUAB) AppExchange tool. KPI Data: This data is included in the bot data. These performance metrics are specific to your company. They can include, but aren’t limited to, the following: - Case Deflection - Average Handle Time compared to Bot Session Time - CSAT (Customer Satisfaction score) - Active Lead Qualification: Sessions that result in an instant transfer to a support rep - Passive Lead Qualification: Number of lead records created - Number of opportunities in the pipeline with Bot as the source ## Prioritize Bot Growth Now that you have these insights in one place, revisit your bot goals to create a prioritized list of improvements. Many bot goals fall into these areas: Service Goals: The most common way that a bot adds value to a company is in cost savings. By automating low-effort tasks, your support reps can handle more complex issues and can easily manage traffic spikes. Bots that are focused on cost savings can prioritize goals like increasing the number of functions. Bots can also expand into new digital channels such as SMS or Facebook Messenger to meet customers where they are. To increase the number of functions, check for popular dialogs or menu selections to see what interests your customers the most. In addition, check Bot Training to see what your customers are asking your bot. Sales Goals: Another common goal for bots is in sales lead qualification. Many end users are more comfortable answering questions in a conversation rather than filling out a form. Including contextual data such as the channel or source page helps match sales leads to the best sales representative for the job. To increase lead qualification, add your bot to more pages on your website or expand into different channels. Customer Satisfaction Goals: A great bot experience encourages repeat visits, so it’s important to prioritize customer satisfaction. Bot goals focused on customer satisfaction include training a robust NLP model, introducing new languages, and decreasing error or confusion rates. Common tasks to increase customer satisfaction include generating new skills to increase functionality or fixing bot dialogs to reduce error rates. You can clone a bot to create the same bot in a different language or for a new audience. Training the NLP model and rewriting dialogs to match your company’s voice and tone helps the bot understand your customers and inject personality into the experience. #### See Also - [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.") <!-- document id=89af395a468f560b838bf469eb8858f5f9241a909bedbd50aa2ff2ec7cd0770c url=/admin/current/en-us/service/264-0-0/mfs_in_app_settings.md --> # In-App Profile Settings in the Field Service Mobile App Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage linked accounts, and provide feedback to Salesforce about the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## View pending uploads The upload queue shows pending uploads that the app sends to your org when internet access is restored. Each upload represents individual changes to records that the user has made in the order that they made them. If an upload in the queue encounters an error, the queue pauses until the error is resolved. To delete a pending upload, swipe it left and confirm the deletion. ## Manage linked accounts In the account management section, you can log out from your current user profile or log in with a different account. ## Give feedback Tap the feedback button to share your feedback about the app with Salesforce. Your Salesforce admin doesn’t receive the feedback you submit. ## Advanced Settings: Clear Cached Metadata To refresh all metadata from the server, tap **Clear Cached Metadata**. Use this action if the app is reacting slowly or behaving unexpectedly. This action doesn’t touch customer data. When the cache is cleared, any changes that the admin made in these items are erased. - Page, search, or compact layouts - Fields and relationships for objects - Field service mobile settings - Themes - Feature flags - List views for inventory - Quick actions - Flows - App extensions Clearing the cache is also useful when the admin is developing a Lightning web component (LWC). Clear the cache to remove old caches and to retrieve the latest data for any changes made on the LWC. After clearing the cache, close the app and make sure that it isn’t running in the background. For iOS devices, see instructions on [how to close an app](https://support.apple.com/en-us/109359). For Android devices, see instructions on [stopping apps working in the background](https://support.google.com/android/answer/9079646?hl=en#zippy=%2Cclose-apps). You can then reopen the app to carry on working. ## Advanced Settings: Flow Refresh To immediately refresh the flow metadata from the server, tap **Flow Refresh**. ## Advanced Settings: Preferred Email App (iOS only) To choose your favorite email app to send emails, tap **Email App**, and select your preferred app. #### See Also - [Add a Profile Tab Background Image in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_company_profile.htm&release=264.0.0&type=5 "Add a background image to customize the Profile Tab in the Field Service Mobile App.") - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") <!-- document id=46c0f162d8e57387f20808a6bb4bc2706bc78cabc2ca7b0ac230766fbcdbd302 url=/admin/current/en-us/service/264-0-0/wfs_optimize_inday_global.md --> # In-Day and Global Optimization for Workforce Scheduling Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> In Setup, configure the org-level pin criteria (which statuses lock appointments during optimization) and the Commit Mode (what happens when a scheduling change occurs during a run) for each optimization type. See [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only."). Trigger In-Day and Global Optimization through the Workforce Scheduling optimization [APIs](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). The API request specifies the optimization type, service territories in scope, date range or day, and scheduling policy to apply. ## In-Day Optimization In-Day optimization is ideal for same-day schedule changes such as last-minute appointments that need immediate action, or cancellations that leave gaps in the schedule. It runs in up to 5 minutes, fast enough for on-demand changes. This only covers the optimization engine runtime and doesn’t include data fetching or committing results to the Gantt. For example, if a dispatcher sees the Gantt as disabled for 10 minutes during an in-day optimization run, the system hasn’t crashed. The data loading and saving happens on either side of the 5-minute calculation window. In-Day Optimization runs across the current day and next day, over one or more service territories. You can extend In-Day optimization across multiple days, but it’s best for immediate issues on the current or next day. ## Global Optimization Global Optimization is the most thorough optimization type — use it to reoptimize the entire schedule. It optimizes every unpinned appointment across the selected service territories and applies the highest-scoring schedule the engine can find within the run’s time horizon (date range). Global Optimization runs across one or more service territories and a date range of up to 30 days. Runtime is capped at 2 hours. This only covers the optimization engine runtime and doesn’t include data fetching or committing results to the Gantt. For example, if a dispatcher sees the Gantt as disabled for 3 hours during a global optimization run, the system hasn’t crashed. The data loading and saving happens on either side of the 2-hour calculation window. Global Optimization is designed for overnight batch use — schedule it for a time when concurrent changes are unlikely. For example, use Global Optimization for: - Nightly rebalancing to prepare for the next day of service. - End-of-week resets after a busy period changes the schedule. - Recovery after a change to work rules, service objectives, or scheduling policies. If a run stays in the In Progress status longer than expected, increase your org’s session timeout to at least 2 hours. #### See Also - [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") - [Resource Schedule Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5 "In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.") - [Prioritizing Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5 "Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.") <!-- document id=ee2fa57d08532f1f59ca415836e8994548398d170d81fd3a817b0fcacdad3b2a url=/admin/current/en-us/service/264-0-0/omnichannel_cc_in_progress_fields.md --> # In-Progress Work Component Fields Fields for the In-Progress Work Lightning App Builder component. All columns are available in both Service View and Sales View. Selecting a view provides a pre-configured starting layout for quicker setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## In-Progress Work Component Fields The In-Progress Work component provides a live, consolidated list view of all work items currently owned by active service representatives and AI agents in Command Center for Service V2. Administrators can select between Service View and Sales View, and customize which columns are visible. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181662e63">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181662e66">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Channels</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Salesforce object type for work, such as Lead, Case, and SOS.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Details</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Information from the object's primary compact layout to provide more context about the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Assigned To</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The name of the service representative or AI agent assigned to the work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Route By</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The routing mechanism used to assign the work item like Queue, Skill or Direct to Agent.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Work Size</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The size of the Omni-Channel work item based on the associated routing configuration.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">INTR</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Requested Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The date and time on which the item was assigned to the queue, skills, service rep, or agent.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Handle Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The amount of time the item has been open with the service representative. It's calculated using the difference between the current time and when the service representative accepted the work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Assigned Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Date and time on when Omni-Channel pushed and assigned the item into the service representative's Omni-Channel component.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Speed To Answer</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">How quickly the service representative opened the assigned item. It's calculated as the amount of time between when the work was requested and when the service representative accepted it.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Accepted Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Date and time when the service representative accepted the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Flag</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Visual indicator for flagged work items. Click to view internal whisper messages and lower active flags.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Action</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Actions available for the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Name</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The name of the lead associated with the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Contact Name</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The name of the contact associated with the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Company</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The company name associated with the lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Account</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The account associated with the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Owner</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The owner of the lead record.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Contact Owner</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The owner of the contact record.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">First Engagement</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">Timestamp when the first engagement with the lead or contact occurred.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Turns</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The total number of messages exchanged in the conversation.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Source</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The source from which the lead originated.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Contact Source</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The source from which the contact originated.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Title</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The job title of the lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Contact Title</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The job title of the contact.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Rating</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The rating assigned to the lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Campaign</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The campaign associated with the lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Contact Campaign</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The campaign associated with the contact.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">Lead Status</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 ">The current status of the lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e63 "><samp class="parmname">User Sentiment</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d181662e66 "> <p>The current customer sentiment for the work item, like Positive, Neutral, or Negative. Sentiment data requires at least 5 messages in the conversation before it populates. </p> <div> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Customers need Customer Signals Intelligence (CSI) Add-On or Service Rep Assistant (SRA) to see Sentiment as a column option.</div> </div> </div> </div> </td> </tr> </tbody> </table> <!-- document id=44d4132f092fec6fdc31f62fb0a420659788e062dbd22eb8a7c2e44f3963e9e8 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_work_tab.md --> # In-Progress Work Tab Take a stroll through the work items that are making their way through your queues and onto your service reps’ screens, using the In-Progress Work tab in Command Center for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use the In-Progress Work Summary view in the In-Progress Work tab to get a breakdown of the work that’s in your queues. See the type of work each queue can handle alongside a state-of-the-union of its active work items. ![Command Center for Service In-Progress Work Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/workSummary.png) If you want to take a closer look at what’s going on in a queue, click the queue to see its Work Detail. ![Work Detail view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/workDetail.png) - **[In-Progress Work Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_work_tab_fields.htm&release=264.0.0&type=5)** Fields for the Command Center for Service In-Progress Work tab. <!-- document id=c46ab27ae50e8a162e2b126aedc71867aea7ac1b5766807126c42ba9ae2b0dfb url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_work_tab_fields.md --> # In-Progress Work Tab Fields Fields for the Command Center for Service In-Progress Work tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## In-Progress Work Summary Fields The In-Progress Work Summary view in the In-Progress Work tab contains fields that show you how work items are being handled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d194647e63">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d194647e66">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Queue</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 "> <p>The Omni-Channel-enabled queue used to assign and route the work to the service rep.</p> <p style="margin-bottom:0;">You can click a queue for more details about its work.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Salesforce object type for the work, such as Lead, Case, and SOS.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Assigned</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Total number of items assigned and waiting in the service rep’s Omni-Channel component for acknowledgment.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Open</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Total number of items accepted and opened in the service rep’s console.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Average Handle Time (AHT)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 ">Average amount of time the service rep’s open items have been open. It’s calculated using the difference between “now” and when the item was accepted.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e63 ">Average Speed to Answer (ASA)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d194647e66 "> <p>Average amount of time an item is waiting before a service rep accepts it. It’s calculated using the difference between the time the work was requested and accepted.</p> <p style="margin-bottom:0;">When a service rep accepts a work item, the item is removed from this calculation.</p> </td> </tr> </tbody> </table> ## Work Detail Fields The Work Details view in the In-Progress Work tab contains fields that provide information about the work items in the queue. | Column | Description | | --- | --- | | Type | Salesforce object type for the work, such as Lead, Case, or SOS. | | Details | Information from the assigned compact layout for the object and record type, which provides more context about the work item. | | INTR | A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work. | | Agent | The name of the service rep assigned to the work. | | Requested Time | Datetime the item was assigned to the queue. | | Assigned Time | Datetime when Omni-Channel pushed and assigned the item into the service rep’s Omni-Channel component. | | Handle Time | Amount of time the item has been open with the service rep. It’s calculated using the difference between “now” and when the service rep accepted the work. | | Speed to Answer | How quickly the service rep opened the assigned item. It’s calculated as the amount of time between when the work was requested and when the service rep accepted it. | <!-- document id=d9eda732b385d26896103c6ab18622a629f752de4f12b989cd407008dbf0e22d url=/admin/current/en-us/service/264-0-0/livemessage_agent_inactivate_session.md --> # Inactivate a Messaging Session When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent_inactivate_session__d833e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_inactivate_session__d833e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d135669e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">To send and receive messages in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 "> <p>Enhanced Chat User permission set license </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">To send and receive messages in enhanced Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135669e98 ">Messaging Agent</td> </tr> </tbody> </table> If you don't see the option to inactivate a session, your admin may have hidden it in the Enhanced Conversation component settings. 1. Click the dropdown next to End Chat. 2. Select **Customer Inactive**. ![Customer Inactive option shown in End Chat menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_inactive_menu.png) If you mark a session inactive and the customer then sends a new message: - (Tab-based capacity) The session is routed to an available service rep. - (Status-based capacity) You can continue helping the customer. Inactive sessions are [automatically ended](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&release=264.0.0&type=5 "When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.") after approximately 24 hours. In Enhanced Chat and Bring Your Own Channel, you can also set a time limit for customer inactivity after which a session’s status automatically updates to Inactive. #### See Also - [Lifecycle of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5 "Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.") - [Ending or Inactivating Messaging Sessions Automatically](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&release=264.0.0&type=5 "In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur.") <!-- document id=625570767bdc6cb154eee597080b43624c61933b00ae83928cf025d46f5220b5 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_fulfiller_dashboard.md --> # Incident Fulfiller Dashboard for IT Services By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Use this dashboard to view new and resolved incidents by priority, analyze open incidents by category and priority, track average resolution time, and review incidents that are pending assignment or breaching SLA. To access this dashboard, make sure that your user profile has the incident fulfiller permission set. The dashboard supports filtering by time, priority, category, and impact. You can create or customize the reports within the dashboard to meet your business needs. For customization guidance, see [Dashboards](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Incident Fulfiller Dashboard: Analysis Areas and Important Insights"> <caption>Incident Fulfiller Dashboard: Analysis Areas and Important Insights</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88179e81">Analysis Area</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88179e84">Important Insights</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">New and Resolved Incidents</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 "> <p>How many of my newly created incidents fall under each priority?</p> <p style="margin-bottom:0;">How many of my resolved incidents are distributed by priority?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Open Incidents Analysis</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 "> <p>How are my open incidents distributed by priority?</p> <p style="margin-bottom:0;">How are my open incidents categorized?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incident Resolution Analysis</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 "> <p>What’s my average incident resolution time by priority?</p> <p style="margin-bottom:0;">How are my resolved incidents distributed by resolution code?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incidents Needing Attention</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 "> <p>Which of my incidents are pending assignment, and what are their priorities and creation dates?</p> <p style="margin-bottom:0;">How many of my incidents have breached SLA?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e81 ">Incidents Table</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d88179e84 ">What are the incident numbers, subjects, priority levels, creation dates, and current statuses of all incidents?</td> </tr> </tbody> </table> <!-- document id=bbb955e1574ba58fdafcc93d912de9efb255da827133bb3fa3ec3e445f1187bc url=/admin/current/en-us/service/264-0-0/incident_mgmt_example.md --> # Incident Lifecycle Example: A Day in the Life of an Incident Team An incident manager at Take-Out notices a spike in customer cases coming from multiple channels, including email, chat, messaging, and phone, about errors with a new marketing discount code. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![examples of discount code issues via email, chat bot, phone, and web](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_channels.png) 1. The incident manager looks at new and open cases and sees dozens of cases about a malfunctioning discount code. ![Case list view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_cases.png) 2. The incident manager creates an incident record. The incident record contains info about the discount code errors, which service territories are impacted, and the urgency level. 3. To track related cases while the incident is investigated and to remove incident-related issues from support rep queues, the incident manager links cases from the Case Related Issues related list. ![Incident page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_incident_layout.png) 4. A member of the incident resolution team is assigned the incident via Omni-Channel based on their expertise in discount code issues. 5. The incident owner launches the Change Case Owner to Incident Owner flows from the Actions & Recommendations component so that all linked cases now belong to them. Previous case owners can now go back to fielding new customer cases and aren’t distracted by cases related to the incident. 6. The incident owner searches for relevant knowledge articles in the Knowledge component, but they can’t find any known workarounds. ![No results in Knowledge component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_kb_articles.png) 7. The incident owner decides to start a swarm in Slack with other subject matter experts using the Begin Swarming flow and Expert Finder. As a team, the discount code experts work together in the swarm to localize the issue, identify all impacted customers, and invite DevOps team members to collaborate on the resolution. 8. A member of the DevOps team creates a problem record in Salesforce to capture the problem details and investigate the root cause. The DevOps team gets to work debugging the issue, identifies impacted assets, and links the problem to the incident so that the incident owner can keep customers informed. 9. The incident owner adds a broadcast banner to the Take-Out site to alert authenticated users about the incident and to offer an alternate discount code to prevent further cases. ![Banner on Take-Out site](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_banner_site.png) 10. As soon as the DevOps team identifies the bug that’s causing the discount code errors, a team member creates a change request to capture the steps to resolution. 11. From the change request, a DevOps member creates a work plan to outline the steps required to resolve the incident and restore the discount code. ![Work Plan component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_change_request.png) 12. After all the steps are completed and verified, the incident response team launches an approval flow to get sign-off for the emergency fix from the Change Advisory Board. 13. After the fix is approved and the incident resolved, the incident team launches the Close Change Request & Related Issues flow from the Actions & Recommendations component. The flow automatically closes the change request and its related problem, incident, and cases. ![Success message for related issues closed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_close_related.png) 14. The incident owner removes the banner from the Take-Out site and sends a broadcast email to all impacted customers to let them know that the discount code is working again. 15. The incident owner closes the swarm, and the team celebrates their quick thinking and collaboration in Slack. ![Celebration messages in Slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_takeout_slack_celebration.png) <!-- document id=40a68f83918362dd4d014db7beb5bcb2132417533c89dcdebaa87f5f14da5400 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_incident_management_dashboard.md --> # Incident Management Dashboards for IT Services Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Incident Manager Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_mgr_dashboard.htm&release=264.0.0&type=5)** By using the Incident Manager dashboard, incident managers can track the volume, status, and resolution progress of incidents. - **[Incident Fulfiller Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_fulfiller_dashboard.htm&release=264.0.0&type=5)** By using the Incident Fulfiller dashboard, incident fulfillers can track assigned incidents, monitor the status of the incidents, and manage resolution activities. <!-- document id=0c6ff03bf448f5f86fa579527d2a1d7a4ed5dfa9f2ebaae64f9f00096ce006e8 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_mgmt.md --> # Incident Management for IT Services Identify, prioritize, and resolve IT incidents to restore services quickly and minimize business disruption. ### Required Editions Incident Management provides a structured process for IT teams to log, track, and resolve issues from multiple channels, such as email, chat, and voice conversations. IT teams can also associate incidents with related problems, change requests, or releases for better traceability and coordinated resolution. Employees can report incidents from the self-service portal, Slack, or Microsoft Teams, or by sending an email to the designated support address. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_set_up_incident_management.htm&release=264.0.0&type=5)** Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk. - **[Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5)** Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests. - **[Major Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_incidents.htm&release=264.0.0&type=5)** A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down. - **[Managing an Incident from Intake to Resolution for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_inc_example.htm&release=264.0.0&type=5)** This example illustrates the lifecycle of an incident at Cumulus Bank, from Omni-Channel intake to resolution with SLAs and problem management. - **[Incident Management Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_incident_management_dashboard.htm&release=264.0.0&type=5)** Get actionable, role-based analysis to track and manage your incident process more efficiently. The Incident Manager Dashboard provides a high-level overview for supervisors, while the Incident Fulfiller Dashboard gives fulfillers the data they need to manage their assigned work and prioritize effectively. <!-- document id=5c76c8b8c4730bdf51ac82d5f81c3fd8c825c80718006593c3005e81d536d54b url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_assign_permission_sets.md --> # Incident Management Permissions for IT Services Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases. You can assign permissions as either permission sets or permission set groups: | Option | What it Provides | How to Assign | | --- | --- | --- | | Permission sets | Access to specific objects, fields, and features. | Add permission sets to users individually, based on their role. | | Permission set groups | A bundled set of related permission sets aligned to a role. | Assign a permission set group to the user for role-based access. | ## Permission Sets These permission sets are available for Incident Management. | Permission Set | Description | | --- | --- | | Incident Manager | Performs actions on incidents and major incident candidates. | | Incident Fulfiller | Analyzes incidents and proposes a major incident candidate. | | Major Incident Manager | Performs actions on incidents, major incident candidates, and problems. | | IT Service Incident and Change Request Associator | Gives users access to add or remove incidents and change association records for IT services. | | IT Service Incident and Problem Associator | Gives users access to add or remove incidents and problem association records for IT services. | | IT Service Incident and Release Associator | Gives users access to add or remove incidents and release association records for IT services. | | IT Service Major Incident Proposer | Gives users access to propose major incidents for IT services. | | IT Service Incident Associations Resolver | Gives users access to resolve incident association records for IT services. | | IT Service Release Associations Viewer | Gives users access to view release association records for IT services. | | IT Service Incident and Release Associator | Gives users access to add or remove incidents and release association records for IT services. | | IT Service Change Request Associations Resolver | Gives users access to resolve change association records for IT services. | ## Permission Set Groups To simplify role-based access, use these predefined permission set groups. | Permission Set Group | Description | | --- | --- | | IncidentManagerPSG | Combines permission sets that managers can use to perform actions on incidents, resolve associations, propose major incidents, and manage associations with problems, changes, and releases. | | IncidentFulfillerPSG | Combines permission sets that fulfillers can use to analyze incidents, propose major incident candidates, and manage incident associations with problems, changes, and releases. | | MajorIncidentManagerPSG | Combines permission sets that major incident managers can use to perform actions on incidents, promote and manage major incidents, resolve and reopen problems, manage incident and problem associations with change requests and releases, and view association records for IT services. | <!-- document id=05cfc0357ca4c24e2c9e7cc473c1e6097204f3061154eff6c181b107f39ceb2c url=/admin/current/en-us/service/264-0-0/incident_mgmt_default_settings.md --> # Incident Management Preview Default Settings When you turn on Incident Management in Salesforce Go, these settings become active. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Go is available in Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Pro Suite</strong>, <strong>Professional</strong>,<strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions with Agentforce Service (formerly Service Cloud)</td></tr></tbody></table> ## Default Settings Incident Management interacts with other features, so it's important to understand its effects when enabled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d107770e86">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d107770e89">What It Does</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d107770e92">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e86 ">Turn on Case Management</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e89 ">Enables all automatic setup tasks for Case Management. </td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e92 "> <p>Not required but recommended because good case management is essential for incident management. </p> <p style="margin-bottom:0;">Case management settings aren't specific to incident management. You can modify case management settings but doing so might effect other features.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e86 ">Turn on Customer Service Incident Management</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e89 ">Enables Incident Management.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e92 ">Required to use Incident Management.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e86 ">Turn on Broadcast Alert</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e89 ">Enables the Broadcast Alert broadcast communication type.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e92 ">You can turn off this setting but it leaves some manual setup tasks incomplete.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e86 ">Turn on Broadcast Email</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e89 ">Enables the Broadcast Email broadcast communication type.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d107770e92 ">You can turn off this setting but it leaves some manual setup tasks incomplete.</td> </tr> </tbody> </table> #### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) - [Default Salesforce Go Settings for Case Management](https://help.salesforce.com/s/articleView?id=service.cases_setup_considerations.htm&release=264.0.0&type=5 "To quickly start using case management, we recommend turning it on in Salesforce Go. When you turn on Case Management in Salesforce Go, these settings become active.") <!-- document id=728429c80a199743ab31799a717ebe0c6ef996d60c5b1fd939ce1088a8fa05e3 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_incident_manager_analytics_dashboards.md --> # Incident Manager Analytics Dashboards for IT Services Enhance incident resolution and customer satisfaction with data-driven insights. This dashboard delivers key metrics on incident volume, resolution times, and SLA breaches. Incident Managers can proactively identify process inefficiencies, address service rep skill gaps, and improve overall service delivery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> - **[Incident Manager Overall Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_incident_manager_overall_analysis_dashboard.htm&release=264.0.0&type=5)** Review and analyze key incident metrics to understand the overall health of your incident management process. Use this dashboard to monitor incident volume, mean time to resolve (MTTR), SLA breach percentage, and CSAT scores to identify trends and potential bottleneck. - **[Incident Manager Team Performance Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_incident_manager_team_performance_dashboard.htm&release=264.0.0&type=5)** Evaluate your team's performance in resolving customer cases effectively and maintaining program engagement. Use this dashbaord to see how incidents are shared among team members and across different groups and priorities. <!-- document id=40928933639c95839d2d76e9d0585a819df1e9c4823543c3393e0902679a5883 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_coordinate_major_incident.md --> # Incident Manager Coordinates a Major Incident Help an incident manager recognize a critical disruption and hand off a qualified candidate for coordinated major incident response and service restoration. ## Use Case at a Glance **Persona:** An incident manager working with a major incident manager and resolver teams **Job to be done:** Escalate a business-critical incident, establish shared operational context, coordinate resolution work, and keep stakeholders informed **Starting point:** A high-impact incident in the Agentic IT Service Desk that requires broader attention and coordination **Successful outcome:** The incident is classified appropriately, resolver teams restore and verify service, stakeholders receive clear updates, and follow-up work moves to Problem Management. This use case follows a critical incident from escalation through recovery. It doesn't replace the canonical procedures for proposing, reviewing, promoting, or closing major incidents. Instead, it shows how an incident manager and major incident manager use one record to make decisions, align responders, and preserve an accountable timeline. Fulfillers can propose an incident as a major incident for review. Users with elevated major incident authority can promote an incident directly from the incident record without approval. Demoting a major incident requires the Major Incident Manager permission. Keep the proposal and direct-promotion paths distinct. See [Major Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_incidents.htm&release=264.0.0&type=5 "A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down."), [Review Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_review_maj_inc.htm&release=264.0.0&type=5 "Review proposed major incidents and approve or reject them based on business needs."), and [Demote Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_demote_maj_inc.htm&release=264.0.0&type=5 "Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page."). ## Qualify the Disruption Start with business impact rather than incident priority alone. A major incident affects multiple users or requires an immediate response because multiple business systems are unavailable. Confirm the affected services and users, operational urgency, known dependencies, and evidence from related incidents before escalating. | **Signal** | **Coordination Question** | **Decision** | | --- | --- | --- | | Scope | Are multiple users, teams, locations, or services affected? | Continue standard handling or begin major incident qualification. | | Business impact | Is a critical business operation unavailable or severely degraded? | Document the impact and engage the accountable manager. | | Urgency | Does delayed restoration increase operational, financial, or compliance risk? | Accelerate response and establish an update cadence. | | Related incidents | Do similar reports indicate one shared disruption? | Associate relevant records and consolidate investigation context. | | Recovery complexity | Does restoration require several resolver groups or a controlled change? | Establish coordinated ownership and the appropriate recovery path. | Use the proposal path when the disruption requires review. Users with elevated major incident authority can use the direct-promotion path when that authority is configured. For qualification and process scope, see [Major Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_incidents.htm&release=264.0.0&type=5 "A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down."). ## Establish the Major Incident Record Record a concise justification that explains the impact, urgency, and reason for broader coordination. A proposal goes to review, where a user with the required authority approves or rejects it. Direct Promote skips the review process. Demote returns a major incident to standard incident handling. Keep the major incident classification lifecycle separate from the operational incident Status. Proposal, approval or rejection, direct promotion, and demotion are classification actions. Operational Status values such as New, In Progress, Resolved, and Closed describe the incident's progress toward restoration and completion. Use the exact lifecycle state labels documented in [Major Incident Lifecycle for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_inc_lifecycle.htm&release=264.0.0&type=5 "Learn how a major incident progresses through key stages and how it can be demoted when the impact is reduced."). Use **Major Incident Status Comments** to record the reason when demoting a major incident. Record investigation updates on the incident by using its feed, related lists, and operational Status. For canonical state and field behavior, see [Major Incident Lifecycle for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_inc_lifecycle.htm&release=264.0.0&type=5 "Learn how a major incident progresses through key stages and how it can be demoted when the impact is reduced."). For the review path and optional Problem creation, see [Review Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_review_maj_inc.htm&release=264.0.0&type=5 "Review proposed major incidents and approve or reject them based on business needs."). ## Coordinate Restoration and Communication After classification, use the incident record as the shared operational source. Identify an owner for each recovery action, bring in the required resolver groups, track decisions and dependencies, and verify that associated incidents represent the same disruption. For complex work, start a configured swarm so that experts collaborate in one channel. Keep material decisions and resolution evidence on the incident record instead of leaving the diagnostic history only in chat. Agentforce can summarize a Slack swarm and post the summary to the record feed. See [Swarm on Incidents in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_swarm.htm&release=264.0.0&type=5 "Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving.") for the canonical collaboration options. Send stakeholder updates at meaningful changes, such as acknowledgment, confirmed scope, recovery progress, restoration, and closure. Separate confirmed facts from working hypotheses, state the next expected update, and avoid promising a recovery time without evidence. Configured notifications can deliver updates by email, in-app channels, Slack, or Microsoft Teams. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). ## Restore, Close, and Transition Confirm that service is restored for the affected users and systems before changing the incident to **Resolved**. Record the restoration action, verification evidence, remaining risk, and any temporary workaround in **Resolution Summary**. Move the incident to **Closed** when the lifecycle is complete under the team's process. Major incident classification doesn't replace follow-up investigation. Transition the event to Problem Management for root-cause analysis and preventive work. Automatic Problem creation occurs only when the corresponding major incident setting is turned on; otherwise, create or associate the required Problem through the team's process. The adoption milestone occurs when the team moves from fragmented response to one coordinated record: qualified classification, accountable recovery work, consistent communications, verified restoration, and an explicit follow-up owner. For canonical incident resolution and association behavior, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). ## Confirm That Major Incident Management Is Ready Before using this journey as an adoption test, confirm that Incident Management is enabled, the approval group is configured, and users have the permissions required for their assigned tasks. Verify that fulfillers can propose incidents for review, that authorized users can review or directly promote them, and that users who demote major incidents have the Major Incident Manager permission. See [Set Up Settings for Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_direct_promote.htm&release=264.0.0&type=5 "Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.") for canonical setup. <!-- document id=fc430af21a28c86809ca3f3166231e91a7b8b6004ab9101bb4ea4d5521b513f8 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_mgr_dashboard.md --> # Incident Manager Dashboard for IT Services By using the Incident Manager dashboard, incident managers can track the volume, status, and resolution progress of incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Use this dashboard to identify unassigned incidents, analyze open and new incidents by category, assignee, and priority. You can also monitor SLA breaches by agent and track resolution trends by priority, agent, and resolution code. To access this dashboard, make sure that the incident manager permission set is assigned to your user profile. Filter the dashboard by time, priority, category, and impact. You can create or customize the reports within the dashboard to meet your business needs. For customization guidance, see [Dashboards](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Incident Manager Dashboard: Analysis Areas and Important Insights"> <caption>Incident Manager Dashboard: Analysis Areas and Important Insights</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34146e84">Analysis Area</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34146e87">Important Insights</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">New and Resolved Incidents</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 "> <p>How many incidents were created by priority over time?</p> <p>How many incidents were resolved by priority over time?</p> <p style="margin-bottom:0;">How many incidents were created by each agent, and how are the incidents distributed by priority?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Open Incidents Analysis</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 "> <p>What percentage of open incidents fall under each priority?</p> <p>How are open incidents distributed across categories?</p> <p style="margin-bottom:0;">What’s the distribution of resolved incidents by resolution code?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incident Resolution Analysis</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 "> <p>What’s the average resolution time by incident priority?</p> <p>What’s the average resolution time by agent?</p> <p style="margin-bottom:0;">What’s the distribution of resolved incidents by resolution code?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incidents Needing Attention</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 "> <p>Which incidents remain unassigned?</p> <p>How many incidents have exceeded SLA?</p> <p style="margin-bottom:0;">How many SLA breaches have occurred for each agent?</p> </td> </tr> <tr class=""> <td data-label="Analysis Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e84 ">Incidents Table</td> <td data-label="Important Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d34146e87 ">What are the incident numbers, subjects, assigned users, priority levels, creation dates, and current statuses of all incidents?</td> </tr> </tbody> </table> ![\[incident manager dashboard\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_inc_mgr_dashboard.png) <!-- document id=1309794d46829f7d558c926473b3d6876717da453eeb021568bde67b974da6a5 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_incident_manager_overall_analysis_dashboard.md --> # Incident Manager Overall Analysis Dashboard for IT Services Review and analyze key incident metrics to understand the overall health of your incident management process. Use this dashboard to monitor incident volume, mean time to resolve (MTTR), SLA breach percentage, and CSAT scores to identify trends and potential bottleneck. ### Required Editions For example, an incident manager can identify a rising trend in SLA breaches to proactively address process inefficiencies or resource allocation issues before they become more severe. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> Filter the data in the Overall Analysis dashboard by priority, configuration item, category, human agent, and time period to get personalized and targeted analysis. - The KPIs section highlights crucial metrics for Agentic IT Service Analytics dashboards, including the incident volume for tracking service disruption and IT workload, resolution time (hours) for measuring efficiency and minimizing downtime, and SLA breach (%) to identify failures in meeting service commitments. Additionally, the CSAT score directly measures user satisfaction with IT services, indicating areas for improvement in service quality and communication. - The Incidents Distribution section highlights critical insights into incident management. It offers a comprehensive overview of active incidents, categorized by priority (critical, high, medium, low), helping teams address the most severe issues first. Additionally, it breaks down incidents by root cause or functional area, pinpointing areas that need improvement, and tracks unassigned incidents by priority to prevent bottlenecks and SLA breaches. It also shows a real-time snapshot of incident statuses, facilitating progress tracking and stakeholder communication. Key Performance Indicators in Overall Analysis Dashboard Learn the definitions of key metrics in the Overall Analysis dashboard. | METRIC | DESCRIPTION | | --- | --- | | Resolution Time (hrs) | Shows the average time taken to resolve incidents, indicating efficiency in minimizing downtime and restoring services quickly. | | SLA Breach (%) | Identifies the percentage of incidents that didn't meet their Service Level Agreements. This shows areas where service commitments aren't met and need a fix. | | CSAT Score | Evaluates user satisfaction with IT services, providing direct feedback on service quality and communication to pinpoint areas for improvement. | | Incidents by Priority | Helps you categorize incidents by their severity (critical, high, medium, low) to make sure that the most severe issues are addressed first, optimizing resource allocation. | | Incidents by Category | Helps you categorize incidents by their root cause or functional area to pinpoint recurring issues and areas that need process or system improvements. | | Unassigned Incidents by Priority | Shows incidents that aren't yet assigned to a team or individual, preventing bottlenecks and potential SLA breaches. | | Incidents by Status | Shows a real-time snapshot of incident statuses for example, open, in progress, resolved, or closed to facilitate progress tracking and effective communication with stakeholders. | | Incident Details | Shows comprehensive information for each incident, including relevant attributes and resolution steps, to support in-depth analysis and targeted problem-solving. | <!-- document id=daa99a226bc0879dac7349355f7722a6f5652be2233bed0243add54cb3c948b6 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_incident_manager_team_performance_dashboard.md --> # Incident Manager Team Performance Dashboard for IT Services Evaluate your team's performance in resolving customer cases effectively and maintaining program engagement. Use this dashbaord to see how incidents are shared among team members and across different groups and priorities. ### Required Editions For example, an incident manager can identify top performers and pinpoint areas where a team member requires additional training or support to improve their efficiency. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> Filter the data in the Team Performance dashboard by time period, category, priority, and human agent to get personalized and targeted analysis. - The KPIs section highlights key metrics for Agentic IT Service dashboards, including incident volume to track demand, resolution time to gauge efficiency, and SLA breach (%) to identify unmet service commitments. Additionally, the CSAT score measures customer satisfaction, crucial for building trust and improving service quality. - The Team Member Performance section shows the individual performance of each team member. - The Incidents Distribution section offers crucial insights into incident categorization and prioritization. By analyzing incidents based on category, organizations can pinpoint recurring issues and allocate specialized resources effectively. Similarly, classifying incidents by priority (for example, critical, high) makes sure that urgent matters are addressed promptly, optimizing resource allocation and adherence to SLAs for efficient incident management and service improvement. Key Performance Indicators in Team Performance Dashboard. | METRIC | DESCRIPTION | | --- | --- | | Incident Volume | Tracks the number of incidents toto help you monitor the overall service disruption and IT workload. This metric helps you identify trends and potential problems within ‌IT operations. | | Resolution Time (hrs) | Shows the average time taken to resolve incidents, measuring the efficiency in minimizing downtime and restoring services quickly. This metric helps you assess the speed and effectiveness of incident resolution processes. | | SLA Breach (%) | Identifies the percentage of incidents that failed to meet their Service Level Agreements. This metric highlights areas where service commitments aren't met and require immediate attention for improvement. | | CSAT Score | Evaluates user satisfaction with IT services, providing direct feedback on service quality and communication. This metric helps you pinpoint areas for improvement in service delivery and customer experience. | | Team Performance | Shows your team's effectiveness in resolving customer cases and maintaining program engagement. This metric provides an overview of how incidents are distributed among team members and across different categories and priorities. | | Incidents by Category | Categorizes incidents by their root cause or functional area to pinpoint recurring issues and areas needing process or system improvements. This categorization helps in allocating specialized resources effectively. | | Incidents by Priority | Categorizes incidents by their severity (critical, high, medium, low) to make sure that the most severe issues are addressed first, optimizing resource allocation. | <!-- document id=7bb23c5e1ece02caa3ef522c355e8b7338f27726042b64934b7bfa1b4da0e6ca url=/admin/current/en-us/service/264-0-0/incident_mgmt_sla_agents.md --> # Incident Tracking for Support Reps Use milestones and entitlements to keep customers in the loop during an incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create an Entitlement for Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_entitlement.htm&release=264.0.0&type=5)** Create an entitlement and link it to your entitlement process to resolve incidents correctly and on time. - **[Manage Incident SLAs with Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_manage_slas.htm&release=264.0.0&type=5)** Stay on top of your support Service Level Agreements when an incident occurs. <!-- document id=a7aa1a7f8f202ad984382c9f4a89bc73c413cd531d952bc60ea97b12ac53e43b url=/admin/current/en-us/service/264-0-0/voice_setup_aws_service_quotas.md --> # Increase Amazon Service Quotas Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This table lists some of the AWS service quotas that customers often need to increase. For comprehensive documentation about service quotas, see [Amazon Connect service quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html) in the Amazon Connect Administrator Guide and [Guidelines and quotas](https://docs.aws.amazon.com/transcribe/latest/dg/limits-guidelines.html) in the Amazon Transcribe Developer Guide. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:18.248175182481752%"> <col style="width:31.751824817518248%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e85">Product</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e88">Service Quota</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e91">Default Value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80736e94">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td> <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Concurrent Active Calls Per Instance</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">10</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 "> <p>Most organizations need to increase these quotas to support higher call volumes. </p> <p style="margin-bottom:0;">If you increase this quota and use real-time transcription, then you must also increase the quota for “Number of Concurrent Transcription Jobs” for Amazon Transcribe.</p> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td> <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Phone Numbers Per Instance</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">5</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">Most organizations that set up Voice to <a href="https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5" title="Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.">route calls directly to and from reps</a> need to increase this quota to support more phone numbers for their contact center.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td> <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Amazon Connect Instances Per Account</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">2</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 "> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Connect</td> <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Amazon Connect Service API Rate Limit for UpdateContactRoutingData</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">20</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 ">Organizations using Omni-Channel Unified Routing should request evaluation of the Amazon Connect UpdateContactRoutingData API limit to meet call volume. A rate limit increase may be needed. </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e85 ">Amazon Transcribe</td> <td data-label="Service Quota" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e88 ">Number of Concurrent Transcription Jobs</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e91 ">5</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d80736e94 "> <p>Most organizations need to increase these quotas to support higher call volumes. </p> <p style="margin-bottom:0;">This quota is referred to by two names in AWS. In the Amazon Transcribe documentation, it’s called “Number of concurrent HTTP/2 streams for streaming transcription.” When you open a case to request an increase, the option is called “Number of concurrent transcription jobs.” </p> </td> </tr> </tbody> </table> Before submitting a request to increase the quotas for Salesforce Voice with Partner Telephony from Amazon Connect, make sure that your AWS account is registered for AWS Support. To increase the quotas for Salesforce Voice with Amazon Connect, contact Salesforce support instead. To increase your service quotas for Salesforce Voice with Partner Telephony from Amazon Connect, follow these steps: 1. Log in to the [AWS Management Console](https://aws.amazon.com/console/). 2. Click **Create a case**. 3. Select **Service limit increase**. 4. Select the product to see the service quotas for that product. 5. Fill out the details and click **Submit**. #### See Also - [Get Expert Support for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5 "Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.") - [_Amazon Connect Administrator Guide_: Amazon Connect service quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html) - [_Amazon Transcribe Developer Guide_: Guidelines and quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html) - [_Amazon Service Quotas User Guide_: What is Service Quotas?](https://docs.aws.amazon.com/servicequotas/latest/userguide/intro.html) <!-- document id=5c06ea3a761e16084c3bc2daa99070d1f2ba99df3c22392535fcbf816c4eba58 url=/admin/current/en-us/service/264-0-0/messaging_productivity.md --> # Increase Messaging Productivity Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_productivity__d154e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_productivity__d154e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Here are steps you can take to add valuable functionality to your Messaging channels. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40%"> <col style="width:40%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e80">Goal</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e83">Setup Help</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d89859e86">Available In</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Give service reps a library of links, questions with options, and other structured content to send during messaging sessions.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Customize the messaging consent requirements, keywords, and auto-responses for a channel.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">Customize the Messaging Opt-In and Opt-Out Experience</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize Auto-Responses in Messaging Channels</a> </p> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Automatically block sensitive data in customer and service rep messages.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&type=5&language=en_US" target="_blank">Block Sensitive Data in Messaging Sessions and Voice Call Transcripts</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d89859e80 ">Send template-based notifications about case updates or other changes.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5" title="Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else. ">Send Automated Messages in Standard Messaging Channels</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td> </tr> <tr class=""> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Send Automated Messages in Enhanced Messaging Channels</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&release=264.0.0&type=5" title="Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history.">Set Push Notifications for Enhanced In-App Chat</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced In-App Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d89859e80 ">Add an Einstein bot to a channel.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5" title="To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.">Using Enhanced Bots in Messaging Channels</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enable.htm&type=5&language=en_US" target="_blank">Get Started with Einstein Bots</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Import messaging user data into Salesforce.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&release=264.0.0&type=5" title="Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.">Create Messaging Users</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Track your service team’s messaging activity.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&release=264.0.0&type=5" title="To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.">Report on Messaging Activity</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_manage_with_omni_supervisor.htm&type=5&language=en_US" target="_blank">Manage Service Reps, Queues, and Skills with Omni Supervisor</a> </p> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Customize service rep keyboard actions.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_enter_or_return.htm&release=264.0.0&type=5" title="By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings.">Customize the Enter or Return Key in Enhanced Chat for Web</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_emoji.htm&release=264.0.0&type=5" title="Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard.">Show the Emoji Keyboard in Enhanced Web Chat</a> </p> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Web Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Show customers their estimated wait time to be connected to a service rep.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&release=264.0.0&type=5" title="Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations.">Show Customers an Estimated Wait Time in the Chat Conversation Window</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Hide the messaging window outside of your business hours.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_business_hours.htm&release=264.0.0&type=5" title="Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours.">Set Business Hours in Enhanced Chat</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">View or update a channel’s basic settings, such as its name and routing preferences.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Messaging Channel Settings</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Create a library of standard text snippets that service reps can insert into messaging sessions.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&type=5&language=en_US" target="_blank">Set Up and Use Quick Text</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&type=5&language=en_US" target="_blank">Einstein Reply Recommendations</a> </p> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Give service reps a set amount of time after a messaging session to wrap up their work before the next session.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&type=5&language=en_US" target="_blank">Configure After Conversation Work Time</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d89859e80 ">Automatically send the customer a survey when a messaging session ends.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.task_distribute_surveys_using_digital_engagement_channels.htm&type=5&language=en_US" target="_blank">Gather Feedback at the End of a Messaging Session</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard Messaging channels</td> </tr> <tr class=""> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5" title="At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.">Set Up Post-Conversation Surveys for Enhanced Chat</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Trigger an action, such as a flag raise, when a service rep or customer enters a keyword in a messaging session.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&type=5&language=en_US" target="_blank">Automatically Trigger an Action Based on Detected Keywords</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Show service reps and supervisors an AI-generated summary of an ongoing messaging session when they accept or monitor a session.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&type=5&language=en_US" target="_blank">Show Service Reps and Supervisors Mid-Conversation Summaries</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Extract contact reasons from Messaging sessions and build a report to identify top case drivers.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_report.htm&type=5&language=en_US" target="_blank">Build an Einstein Conversation Mining Report</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">To give service reps more information about the person they’re messaging with, automatically search, link, or screen-pop records during messaging sessions.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&type=5&language=en_US" target="_blank">Individual-Object Linking</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Enhanced Messaging channels and Enhanced Chat</td> </tr> <tr class=""> <td data-label="Goal" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e80 ">Direct customers to your Messaging channels by adding a channel menu on your website.</td> <td data-label="Setup Help" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e83 "> <a href="https://help.salesforce.com/s/articleView?id=service.embedded_chat_channel_menu.htm&type=5&language=en_US" target="_blank">Channel Menu</a> </td> <td data-label="Available In" class="slds-cell-wrap" style="vertical-align:top;" headers="d89859e86 ">Standard and enhanced Messaging channels and Enhanced Chat</td> </tr> </tbody> </table> <!-- document id=ed7d4c93ffc4d2c6cf13d40ba45c5968796adc27a1a98b7fc7f1852ba3b1b014 url=/admin/current/en-us/service/264-0-0/ise_service_innovations_from_industries.md --> # Industries Service Innovations for Service Service Innovations, a collection of components from Industries available in Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer cases and proactively address issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). These components are available as part of Service Innovations. ## Identity Verification Contact center reps use this feature to verify the identity of an individual through communication channels, such as open CTI, voice, messaging, and in-person visit. ## Audit Trail Administrators use this feature to audit the identity verification records generated by the Identity Verification feature. The feature helps detect compliance frauds and identity breaches. ## Timeline Contact center reps use this feature to get a chronological view of the events relating to a person or resource in one place. ## Action Launcher Contact center reps use this feature to search for and launch actions and service processes to assist individuals with their requests and issues. #### See Also - [_Salesforce Help_: Identity Verification](https://help.salesforce.com/s/articleView?id=ind.fsc_identity_verification.htm&type=5&language=en_US) - [_Salesforce Help_: Audit Trail](https://help.salesforce.com/s/articleView?id=ind.the_audit_trail_component.htm&type=5&language=en_US) - [_Salesforce Help_: Action Launcher](https://help.salesforce.com/s/articleView?id=ind.the_action_launcher_component.htm&type=5&language=en_US) - [_Salesforce Help_: View Events Using Timeline in Salesforce](https://help.salesforce.com/s/articleView?id=ind.timeline.htm&type=5&language=en_US) <!-- document id=4a17f563d9888d847a29fe144f3d589986d2c6d9d099c490033feb1e07f8ee54 url=/admin/current/en-us/service/264-0-0/fs_experience_landing.md --> # Inform Customers, Partners, and Contractors About Field Service Work Let customers help themselves by providing helpful knowledge articles. Experience Cloud sites with Field Service lets you share schedules and next steps online for partners and contractors to view. - [Pre-requisite: Set Up Experience Cloud](https://help.salesforce.com/s/articleView?id=experience.networks_overview.htm&type=5&language=en_US) - [Field Service Experience Cloud](https://help.salesforce.com/s/articleView?id=service.fs_set_up_communities.htm&type=5&language=en_US) - [Knowledge in Experience Cloud](https://help.salesforce.com/s/articleView?id=experience.networks_knowledge_access.htm&type=5&language=en_US) <!-- document id=3942a49bb6004631c0227ba9afdeb26d9cd7af42d0e36bc1ab7c00ec1da5721a url=/admin/current/en-us/service/264-0-0/mfs_field_values.md --> # Initial Field Values in the Field Service Mobile App The initial value shown in a field when running a quick action depends on several factors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> When running a quick action from the mobile app, like for creating a work order, it can be difficult to identify where initial field values come from. Fields can have default values that you can find using Object Manager. Also, quick actions can have predefined values for fields. We try to use a predefined value as the initial value, and only use a different value when no predefined value exists or when offline. The following table lists the initial field values given different criteria. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102314e86">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102314e89">Does a Predefined Value Exist?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102314e92">Initial Online Value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102314e95">Initial Offline Value</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d102314e86 ">Create a new record</td> <td data-label="Does a Predefined Value Exist?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e89 ">Yes</td> <td data-label="Initial Online Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e92 ">Predefined Value*</td> <td data-label="Initial Offline Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e95 ">None</td> </tr> <tr class=""> <td data-label="Does a Predefined Value Exist?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e89 ">No</td> <td data-label="Initial Online Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e92 ">Default Value</td> <td data-label="Initial Offline Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e95 ">None</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d102314e86 ">Update an existing record</td> <td data-label="Does a Predefined Value Exist?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e89 ">Yes</td> <td data-label="Initial Online Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e92 ">Predefined Value*</td> <td data-label="Initial Offline Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e95 ">Existing Value</td> </tr> <tr class=""> <td data-label="Does a Predefined Value Exist?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e89 ">No</td> <td data-label="Initial Online Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e92 ">Existing Value</td> <td data-label="Initial Offline Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d102314e95 ">Existing Value</td> </tr> </tbody> </table> \* Predefined values can contain formulas. A blank value appears if the server can’t resolve the formula. #### See Also - [Set Predefined Field Values for Quick Action Fields](https://help.salesforce.com/articleView?id=predefined_field_values.htm&language=en_US) <!-- document id=a028be2ab744ab945c2905cd6a3cfda1b7770fe33c423b82cbf6483844697b5a url=/admin/current/en-us/service/264-0-0/afcc_sv_outbound_call.md --> # Initiate Automated Outbound Calls from a Flow Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30495e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30495e66 ">To procure a Phone number:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30495e66 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td> </tr> </tbody> </table> Let’s consider a high-priority customer support scenario where a client submits an urgent service request via a web portal. Rather than waiting for a manual review, the system automatically detects the new record and triggers an immediate outbound call to connect the customer with an available specialist. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Outbound Actions are currently supported only in Record-Triggered, Schedule-Triggered, Autolaunched, and Omni-Channel Flows. 1. From Setup, enter Flows in the Quick Find box, then select **Flows**. 2. Click **New Flow** and select **Record-Triggered** Flow. 3. Configure these settings: - Object: Cases - Trigger: A record is created - Condition Requirements: None - Optimize the Flow for: Actions and Related Records 4. Select the **Include a Run Asynchronously path**. 5. On the asynchronous path in the Flow Builder, click **+** and select the **Initiate Outbound Voice** Call action. 6. Configure the action parameters: - Label: Initiate Outbound Voice Call Action 1 - API Name: Outbound\_Voice\_Call\_Action\_1 - Amount of Time: 1 - Units: **Days** - Recipient Phone Number: Select the resource for the customer's phone number. - Caller ID: Select the number for outbound calls. This list only shows numbers that have been enabled for caller line identification. - Call Experience Flow: An active Omni-Channel flow. To not include input parameters from the active Omni-Channel flow to this Record-Triggered Flow, turn on **Not Included**. 7. In the **View Output Resources** section, select **Manually assign variables (advanced)**. 8. Map the execution results to your flow resources: - Outbound Status: {!status} - Outbound Voice Call Id: {!outboundVoiceCallId} 9. Save and activate your flow. <!-- document id=741224e7fb6f1fb511146c56b4d3d10c2aae6e5f4acece58edea9532d5dc008a url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_reclaim_assets.md --> # Initiate Employee Asset Reclamation Reclaim IT hardware and monitor return progress when employees offboard or change roles. Initiating a reclamation automatically creates service requests and return orders to help you manage shipping details, drop-off instructions, and inventory status. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62950e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62950e72 ">To process fulfillment and return orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62950e72 "> <p>License: IT Hardware Asset Management</p> <p>AND</p> <p style="margin-bottom:0;">Permission Set: Hardware Asset Management - IT Fulfiller</p> </td> </tr> </tbody> </table> Make sure that the Hardware Reclaim service process template is installed from the [Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_parent.htm&release=264.0.0&type=5 "Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently.") and activated in your organization. The reclamation flow relies on this template to resolve catalog attributes and automatically generate service requests. ## Initiate Reclamation for an Individual Employee Initiate the asset return process directly from an individual employee's record page. 1. From the **App Launcher**, find and select **Employees**. 2. Open the record for the employee returning hardware. 3. Click **Reclaim All Assets**. 4. Select a return method: **Drop-off Assets** or **Mail Return Box**. 5. Select a return location, and then click **Next**. 6. Review the confirmation email message, click **Next**, and then click **Reclaim**. ## Process Bulk Employee Asset Reclamations Run simultaneous asset reclamations for multiple employees during mass offboarding events. Use the console list view for up to 200 employees, or upload a CSV file for larger cohorts. ### Process from the Employee List View 1. From the **App Launcher**, find and select **Employees**. 2. Make sure that you view the **Employees** list view (don't open an individual record). 3. Filter or search the list view to isolate your target cohort. 4. Select the checkboxes next to the employee names. 5. Select **Reclaim All Assets** from the list view menu. 6. Select your return method (**Drop-off Assets** or **Mail Return Box**) and destination location. 7. Review and customize the notification email template. 8. Click **Submit** to process the batch in the background. ### Process by Using a CSV File Upload 1. Prepare a CSV file containing a column of Employee IDs for departing employees. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If the ID column is missing or incorrectly formatted, the upload fails. 2. From the **App Launcher**, find and select **Employees**. 3. Click **Run Bulk Action** (or the upload action button) and upload your CSV file. 4. Select **Mail Return Box** as the return method. 5. Review, edit, and save the customizable shipment email template. 6. Click **Submit** to initiate the background batch job. ## Fulfill Return Orders Review intake submissions and send instructions or courier labels to complete hardware returns. 1. Open the generated **Return Order** to review routing details. 2. Depending on the return method, select an action: - For drop-offs, select **Send Dropoff Instructions**. - For shipments, select **Send Shipment Details**. <!-- document id=fb4e0e46da9a8b476fc07ec36bfb6a308a8f30ff4fe80981ff68ed36d300f64a url=/admin/current/en-us/service/264-0-0/voice_multi_org_input_param.md --> # Input Parameters for Multi-Org Stack Templates You must use the required parameters for the different stack templates required to be run in the multi-org contact center set up. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import) ## Input Parameters for MultiorgProvisioningServiceStack | Parameter | Sample Value | Description | | --- | --- | --- | | ConnectInstanceId | 4720f0a1-7fcd-4310-89bf-38acebb6XXXX | The Connect Instance ARN for which the multi-org setup is to be done. | | ContactLensStreamArn | arn:aws:kinesis:us-west-2:42834682XXXX:stream/flexicc-ContactLensStream | The associated Contact Lens Stream ARN for the Connect Instance. | | CTRStreamArn | arn:aws:kinesis:us-west-2:42834682XXXX:stream/flexicc-CTRStream | The associated CTR (contact record) Stream ARN for the Connect Instance. | | lambdaPrefix | multiorPrefix | The prefix for common Lambda functions shared across all contact centers in the multi-org setup. | | PermissionBoundaryARN |   | The Permission Boundary ARN to restrict IAM role access, if required. | | S3BucketForScvResources | prod-byoa-scv-resources | The S3 bucket which hosts the compiled lambdas and layers. The cloudformation template fetches the lambdas and layers from this bucket. | | S3BucketForTenantResources | flexicc | The S3 bucket associated with the Connect Instance for storing call recordings. | | SalesforceRelease | 258.0 | The Salesforce version. | | Version | V19.0 | The contact center version. This version must be compatible with the Salesforce version. | ## Input Parameters for MultiorgConnectConfigurationStack | Parameter | Sample Value | Description | | --- | --- | --- | | CallCenterApiName | multiCC1 | A unique name for the contact center. | | ConnectInstanceId | 4720f0a1-7fcd-4310-89bf-38acebb6XXXX | The Connect Instance ARN for which the multi-org setup is to be done. | | LightningDomainUrl | https://<LighteningDomainURL> | The Lightning Domain URL for the specific org where the contact center is created. | | OrgDomainName | https://<MyDomainURL> | The domain URL of the org. | | Scrt2MyDomainUrl | https://<MyDomainName>.salesforce-scrt.com | The scrt2 endpoint for the org. | | MpaId | 793525387755 | The production AWS MPA owned by Salesforce. This value must always be 793525387755. | | PermissionBoundaryARN |   | The Permission Boundary ARN to restrict IAM role access, if required. | | S3BucketForScvResources | prod-byoa-scv-resources | The S3 bucket which hosts the compiled lambdas and layers. The cloudformation template fetches the lambdas and layers from this bucket. | | S3BucketForTenantResources | flexicc | The S3 bucket associated with the Connect Instance for storing call recordings. | | SalesforceOrgId |   | The Org ID of the Salesforce Org where the contact center is created. | | SalesforceRelease | 258.0 | The Salesforce version. | | Version | V19.0 | The contact center version. This version must be compatible with the Salesforce version. | <!-- document id=1740bb6ee98ff935b1addaac662e129df44470a8fd9282274a9e5fd3965fe7ad url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_recommendation_strategy_flow_vars.md --> # Input Variables for the Recommendation Strategy Flow To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default. You can add these types of input variables to the flow. | Variable API Name | Description | | --- | --- | | intelligenceSignals | Stores a collection of intelligence signal types. Required if you’re passing intelligence signals to the flow. To use an intelligenceSignals input variable for a Next Best Action flow, turn on the Use an Apex-Defined Variable for All Intelligence Signal Types release update. The update is available starting in Summer ’24 and will be enforced in Spring ’25. | | ruleDevName | Dev name of the Conversation Intelligence rule. Required for keyword rules only. To use a rule input variable for a Next Best Action or autolaunched flow, turn on the feature. See [Pass the Rule Name as Input to a Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_pass.htm&release=264.0.0&type=5 "To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow."). | Depending on the type of variable, enter these variable settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Variable Setting</td> <td class="slds-cell-wrap" style="vertical-align:top;"><var>intelligenceSignals variable</var></td> <td class="slds-cell-wrap" style="vertical-align:top;"><var>ruleDevName variable</var></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Resource Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Variable</td> <td class="slds-cell-wrap" style="vertical-align:top;">Variable</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>API Name</p> <p style="margin-bottom:0;">(case-sensitive)</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>intelligenceSignals</p> <p style="margin-bottom:0;">This setting applies if you declaratively created the Conversation Intelligence rule. If you programmatically created the rule with <a href="https://developer.salesforce.com/docs/component-library/bundle/lightning-service-cloud-voice-toolkit-api/documentation" target="_blank">Service Cloud Voice Toolkit API</a>, set the API name to the name of the attribute in the updateNextBestActions method payload.</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;">ruleDevName</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Data Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Apex-Defined</td> <td class="slds-cell-wrap" style="vertical-align:top;">Text</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Allow multiple values (collection)</td> <td class="slds-cell-wrap" style="vertical-align:top;">false</td> <td class="slds-cell-wrap" style="vertical-align:top;">false</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Apex Class</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>EnhancedChannel__IntelligenceSignals</p> <p style="margin-bottom:0;"><em>Don’t use EnhancedChannel__EinsteinIntelligenceSignals.</em></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;">n/a</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available for input</td> <td class="slds-cell-wrap" style="vertical-align:top;">true</td> <td class="slds-cell-wrap" style="vertical-align:top;">true</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available for output</td> <td class="slds-cell-wrap" style="vertical-align:top;">false</td> <td class="slds-cell-wrap" style="vertical-align:top;">false</td> </tr> </tbody> </table> Here’s a sample definition for the intelligenceSignals variable. ![New Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_new_resource_intelligenceSignalsVariable.png) <!-- document id=05c94906e019083ac8c888201b2839e22ff7c160674ed31c151cf96346138942 url=/admin/current/en-us/service/264-0-0/knowledge_blocks_insert.md --> # Insert a Knowledge Block into an Article Embed a published knowledge block version into an article using the rich text editor's Insert menu. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152674e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152674e56 ">To insert knowledge blocks into articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152674e56 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152674e56 ">To create and edit articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152674e56 "> <p>Manage Articles </p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, and Edit on the article type</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To insert a knowledge block into an article in another language, translate the block into the article’s language first. 1. Open the Knowledge article you want to edit, or create an article. 2. In the article's rich text editor, place your cursor where you want the block to appear. 3. On the editor toolbar, click **Insert**, and then select **Knowledge Block**. ![The Edit article page showing the Knowledge Block option in the Insert tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_block_insert.png) 4. In the Insert a Knowledge Block Version window, search for the block by name. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only Published versions are available to insert. 5. Select the version you want. The window shows the version and its language. Confirm that you've selected the right version. 6. Insert the block. The block's content appears in the article. 7. Save and publish the article. The block's content appears in the article and updates automatically when a new version of the block is published. <!-- document id=39a36b394532c5ff935f720eb44570d6e0219417a6d731e8f521f300a3dcaef2 url=/admin/current/en-us/service/264-0-0/quick_text_insert.md --> # Insert and Use Quick Text Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in Knowledge articles, Chats, Log a Call actions, emails, events, tasks, and social posts. After inserting a quick text message into a message field, you have the chance to tailor the text to your situation before sending it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d145322e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e61 ">To insert quick text:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e61 ">Read on quick text</td> </tr> </tbody> </table> Each quick text message in your org is associated with one or more communication channels, like Chat or Email. If a quick text message isn’t associated with a particular channel, you can’t use it in that channel. For example, only messages assigned to the Email channel can be inserted into emails. 1. Select the field where you want to insert a quick text message. Here’s a list of the fields where you can insert quick text. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e110">Quick Text Channel</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e113">Associated Object or Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e116">Supported Fields</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Email</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Email Message (used in Email actions)</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>HTML Body</li> <li>Text Body</li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Event</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Event</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Description</li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Internal</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d145322e113 d145322e116 ">(Salesforce Classic only) Works with internal fields.</td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Knowledge</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Knowledge (used in Lightning Knowledge articles)</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Fields with the data type <samp class="parmname">Rich Text Area</samp></li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Chat</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Live Chat Transcript (used in chats)</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Body</li> <li>Supervisor Transcript Body</li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Phone</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Task (used in Log a Call actions)</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Comments</li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Portal</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d145322e113 d145322e116 ">(Salesforce Classic only) Works in Experience Cloud sites or customer portals.</td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Social</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Social Post</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Message</li> </ul> </td> </tr> <tr class=""> <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Task</td> <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Task</td> <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 "> <ul> <li>Comments</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, quick text is available for Log a Call actions on various objects. In Salesforce Classic apps, quick text is supported with Case Feed Log a Call actions in console apps. 2. Launch the quick text browser by clicking the quick text button in the toolbar ![Quick text button: gray quote bubble](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_button.png). If you don’t see the button, your admin has opted to hide it. If you’re using a U.S. or U.K. keyboard, you can enter a keyboard shortcut in the message field to open the browser: Salesforce Classic macOS or Windows: ;; Lightning Experience macOS: Cmd and . simultaneously Windows: Ctrl and . simultaneously 3. Find the message you want to insert. Here, we’re inserting a quick text named Solar Panel Apology into the body of an email. ![Inerting quick text into an email body](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_using.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you don’t see any quick text messages in the quick text browser, your admin may need to share the folders containing the messages with you. 4. To select a message, click or highlight it and press **Enter**. If the message you select contains merge fields, they’re resolved when you add the message. If a merge field doesn’t apply to the record you’re working with, it resolves blank. For example, quick text with the Case.CaseNumber merge field resolves correctly in a case’s Log a Call action. However, that same merge field resolves blank when inserting quick text on a work order’s Log a Call action. 5. Before sending or saving your message, modify the text if you need to. #### See Also - [Create Quick Text Messages](https://help.salesforce.com/s/articleView?id=service.quick_text_create.htm&release=264.0.0&type=5 "Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters.") <!-- document id=e76dc8feeeee510c75fb8619fddd33627917fbcacbc87c6d21b257570fabc170 url=/admin/current/en-us/service/264-0-0/knowledge_article_smartlink_lex.md --> # Insert Smart Links into Articles Smart links go to the right article and version, even when a new version is published or the URL name changes. You create smart links in your article’s rich text fields, so rich text fields must be enabled. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28230e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28230e58 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28230e58 "> <p>Manage Articles</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Read and Create in the user profile</p> </td> </tr> </tbody> </table> 1. Edit an article. 2. In the rich text editor toolbar, click the Smart Link icon![Rich text area smart link icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_rtafield_smartlink_icon.png). 3. **Optional:** Choose the publication status and, if your knowledge base has multiple languages, choose the language. 4. In the Link to Article list, select an article. ![Selct from the link to article dropdown.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/214_knowledge_sl_4.png) 5. **Optional:** To specify how the smart link opens in public sites and Salesforce Classic, select the target from the dropdown. 6. **Optional:** To specify how the link opens in Lightning Experience apps and consoles, select the Lightning target. 7. Click **Insert Link**. Smart links use more characters than what is displayed in the editor. If you see an error that you have surpassed the character limit, have your administrator increase the limit. - **[Target Behavior for Smart Links](https://help.salesforce.com/s/articleView?id=service.knowledge_smart_link_targets.htm&release=264.0.0&type=5)** You can specify how smart links open using the different types of target options. Understand the behavior of each option and how smart links created in Salesforce Classic behave in Lightning Experience. - **[Smart Link Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_smart_link_considerations.htm&release=264.0.0&type=5)** Keep these considerations in mind when you use smart links. #### See Also - [Create Persistent Links to Lightning Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_urls.htm&release=264.0.0&type=5 "You can manually create a permanent link to a Lightning Knowledge article. The link, called a permanent or static link, points to the latest version of an article in the user’s preferred language. You can embed an article link in external sites and documents to provide your users with access to the latest version.") - [Create Smart Links with the Link Tool in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink_manual.htm&release=264.0.0&type=5 "Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor.") <!-- document id=d28fb270fa5051b01f4fb530fee6ae14bdb1e7f035558439046edea327e6e76a url=/admin/current/en-us/service/264-0-0/knowledge_insert_telephone_links.md --> # Insert Telephone Links into Articles Add telephone links to Knowledge articles to let customers ‌call support directly from Knowledge articles to get quick help. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97467e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97467e58 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97467e58 "> <p dir="ltr">Manage Articles</p> <p dir="ltr">AND</p> <p style="margin-bottom:0;" dir="ltr">Read and Create in the user profile</p> </td> </tr> </tbody> </table> 1. Create or edit an article from the Knowledge tab or Article Management tab. 2. In the Lightning Article Editor, click where you want to add the telephone link. 3. On the Link page, specify the telephone number in the `tel:+{country_code}{telephone_number}` format. 4. Next, enter the display text, and set how to open your telephone link. 5. Save your changes, then save the article. You can also manually enter the telephone link in this format: `<a href="tel:+{country_code}{telephone_number}">+{country_code} {telephone_number}</a>` For example, <a href="tel:+4733378901">+47 333 78 901</a>. <!-- document id=b35a53c1c0fa666bbce10f32e74729d84432859068123675bc774ff63ee30549 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_install.md --> # Install and Activate Service Catalog Templates Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d101718e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101718e71 ">To create and manage third-party connections:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101718e71 ">Manage Integration Connections</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The prebuilt intake and fulfillment flows in service catalog templates aren't localized. Flow screen labels appear in English regardless of the user's locale. 1. From the App Launcher, find and select **Unified Catalog**. 2. Click **Templates** to view the list of available items. 3. Search for and select one of the templates for IT services, such as Request New Laptop. 4. Review the template details to understand the scope and automation requirements. - Overview and Usage Guide: Explains the business case and how employees interact with the request. - What’s Included: Lists the preconfigured items for the service process. - Process Flow: Visualizes the entire path of the service process from submission to fulfillment. 5. Click **Install**. The template installs immediately. 6. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Templates rely on specific data mappings between the data model, attributes, and flows. If you modify the data model or customize attributes, you must manually update the downstream intake flows and fulfillment flows to align with the changes. Inconsistent mappings break the request process and prevent records from getting created or updated correctly. On the service process page, review and customize the prebuilt components. - Data Model: Review the target data model used to store request data. - Attributes: Add, modify, or delete the specific data points captured during the process. - Intake and Fulfillment Flows: Open the flows in Flow Builder to review or modify the conversational logic, add validation rules, or change fulfillment steps. 7. Intake or fulfillment flows that require a third-party connection have errors until you configure the connections. 1. Click **Open Editor** on the intake or fulfillment flow tab. The flow opens in the Flow Builder. 2. Select the action element for the connector to configure the connector. For example, in the Fulfill Modify Virtual Machine Request Fulfillment flow for the Modify Virtual Machine template, select the Update Virtual Machine action. 3. [Create a new connection](https://help.salesforce.com/s/articleView?id=platform.automate_ala_connections_create_connection.htm&type=5&language=en_US) or select an existing connection. 4. In Set Input Values for the Selected Action, complete any required fields for the selected connector action. For example, for the Virtual Machines Update action for Microsoft Azure connector, you must enter Subscription ID and Resource Group Name. 5. Repeat the steps for each connector action element in the flow. 6. Save, test, debug, and activate the flow. 8. When you're satisfied with the complete service process configuration, click **Activate**. After activation, the service process is functional but not yet visible to users. To make it available to employees, add the service process to a catalog and [make sure the catalog is associated with your employee portal.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_catalog.htm&type=5&language=en_US) To allow the IT Service Employee agent to assist users with service catalog items, [add agent topics for catalog items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_emplye_agent.htm&release=264.0.0&type=5 "Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses."). <!-- document id=11cb6d88671f213e7a2827e9e2eb69b5b692a9c9207c8bf88930932395ff6681 url=/admin/current/en-us/service/264-0-0/install_and_deploy_the_service_cloud_data_kit.md --> # Install and Deploy the Service Data Kit Data kits provide templates for mapping Salesforce data to the Data 360 data model. The Service data kit activates standard objects, such as Case and Account, to identify service trends. The Proactive Service kit installs the Service Campaign and Service Campaign Member Data Model Objects (DMOs) along with their required mappings. These mappings enable the system to track outreach progress and link customer segments to specific service initiatives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d87395e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87395e79 ">To create a data kit:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87395e79 ">Data 360 Architect</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87395e79 ">To access Data 360 Setup</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87395e79 ">System admin profile OR Data 360 Architect permission set </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. Make sure you have set up your Salesforce CRM connection in Data 360. For more information, see [Data Kits](https://help.salesforce.com/s/articleView?id=data.c360_a_data_package_kits.htm&type=5&language=en_US). The data kit provides a template to map your Salesforce data to the Data 360 data model. Installing this kit activates the standard objects, such as Case and Account, which are necessary for identifying service trends and customer segments. 1. Click the **Setup** gear icon and select **Data 360 Setup**. 2. Under Configuration, select **Salesforce CRM**. 3. Locate the **Service Cloud** bundle and click the menu button on the right. 4. Select **Install**. If you already have the kit, select Upgrade to ensure that you have the latest bundles. 5. Follow the Package Install flow to complete the installation. 6. Return to Data 360 Setup and select **Data Kits** under the Tools menu. 7. Select **ServiceDK** and deploy the Service data bundle. <!-- document id=c5267dcd17f22ac81e745eecef6c04e1a8e6cfa525b0ce472915c14225932c23 url=/admin/current/en-us/service/264-0-0/fs_asp_install.md --> # Install and Enable Asset Service Prediction During the Asset Service Prediction install, you can configure the tool and optimize its AI model for performance. ## Installation and Configuration After the prerequisites are met, you can proceed with the installation. - Navigate to the location for installing Data 360 apps and templates and select **Asset Service Prediction**. Click **Install**. - An installation wizard will prompt you to configure two critical settings. These values define how the model behaves and can be fine-tuned later. - **Days between Consecutive Repairs**: This number determines if two repairs on the same asset are considered related. For example, if you set this to 90 days, a repair on January 1st and another on March 15th are treated as a consecutive pair. Your data pull timeframe must be long enough to support this setting. If you set this value to 180 days, your Asset Service Action data transform should be configured to pull at least a year's worth of historical data to ensure the model can identify these patterns. - **Minimum Prediction Confidence Level**: This sets a threshold to filter out low-confidence predictions. For instance, a value of 75% means you will only see predictions that the model is 75% confident or more in. After installation, review your model's performance metrics in Einstein Studio to determine the best threshold for your business needs and adjust it later in the CreateAssetServiceActionScoringData data transform. - After configuring the settings, complete the installation. You can monitor its progress from the **App Install History** page. ## Review and Refine Your Model A successful installation is just the beginning. The key to valuable predictions is a well-trained and high-quality model. - **Go to Einstein Studio**: Access your newly created prediction model. - **Assess Model Performance**: Review the model metrics to understand its accuracy and effectiveness. If the performance isn't meeting your expectations, the next steps are to check your data. - **Ensure Sufficient Data**: AI models require enough data to learn effectively. Einstein Studio needs a minimum of 400 records (historical asset repairs) to generate a model. If you have fewer than 400 records, go to the AssetServiceActionCreation data transform and adjust the filters to broaden the date range, pulling in more historical repair data. - **Improve Model Quality:** - **Data Quality is Key**: Investigate your source data for any inconsistencies or errors that could be impacting model performance. - **Optimize Variables**: For better results, you can enhance your model by editing it in Einstein Studio to exclude variables that are not necessary for making predictions. - **Retrain the Model:** After making any changes to your data or model configuration, be sure to re-run the relevant Batch Data Transforms (BDTs) to retrain the model with the updated information. ## Troubleshooting and Advanced Considerations - **Installation Failure**: If the app setup fails, any Batch Data Transforms (BDTs) created during the process are **not** automatically removed, and Data 360 credits may still be consumed. You must manually delete these components before attempting to reinstall the app. - **Reinstalling**: To perform a clean reinstallation, you must first manually find and delete the original installed app and all its associated BDTs. - **Multiple Installations**: If you need to install the Asset Service Prediction app more than once in the same org, you must rename the BDTs for each installation to avoid conflicts. A best practice is to append the installation date to the BDT names. - **App Label**: Keep the application label under 30 characters for best results. <!-- document id=bdc99ac58c7ac500637603b1a2b1172013e230a80f31ddf7353bb82718864322 url=/admin/current/en-us/service/264-0-0/install_and_enable_proactive_service_intelligence.md --> # Install and Enable Proactive Service Intelligence Activate the core Proactive Service application to enable the centralized setup interface and the analytical dashboards used to monitor campaign performance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d70837e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70837e79 ">To install Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70837e79 ">Service Intelligence App Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70837e79 ">To use Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70837e79 ">Service Intelligence User permission set</td> </tr> </tbody> </table> Make sure that you’ve completed the Data 360 data ingestion and have activated CRM Analytics in your org. Installing the Proactive Service Intelligence application provides a unified landing page for administrative tasks. This step also generates dashboards that visualize customer data from Data 360, enabling managers to track the success of proactive outreach. 1. From Setup, in the Quick Find box, enter Proactive Service, and select **Proactive Service Setup**. 2. Locate the **Install and turn on Proactive Service Intelligence** section. 3. Click **Install**. 4. Wait for the automated readiness checks to finish and select **Next**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If any checks fail, resolve the identified data or permission issues before you continue. 5. Enter a unique name for your application instance in the Application Name field 6. Select the refresh frequency for your data synchronization. 7. Select **Next** to complete the installation. 8. Save your changes. <!-- document id=8a1f9fb8b843d5093e89dff20b6eeed95f0bf93c43897367e7fcfaee26d61999 url=/admin/current/en-us/service/264-0-0/ifs_enable.md --> # Install Field Service Intelligence After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Field Service Intelligence. 1. On the Field Service Intelligence Setup page, click **Start Install** for the Install and Enable Field Service Intelligence step. Field Service Intelligence checks whether your org includes the data and settings to transform the data model objects and create the dashboards and components. If you receive an error message, follow the instructions and then restart the installation process. 2. When the readiness checks are completed, click **Next**. 3. Complete the Field Service Intelligence installation. 1. Give your instance a unique, easily recognizable name. 2. Leave the log level as is, unless you require more information about the Field Service Intelligence installation. 3. Select **Scheduled** and choose which hours and days to refresh Field Service Intelligence. Adding a refresh schedule ensures that Field Service Intelligence has up-to-date data. 4. Click **Next**. Installing Field Service Intelligence can take a few minutes. To check the status, go to the App Install History page in Setup. After Field Service Intelligence is successfully installed, assign the Field Service Intelligence User Permission Set to any users who need access to the dashboards. The dashboards are accessible in both the Service app and the Service Console. To access Field Service Intelligence dashboards from the Service app, go to the App Launcher and search for Field Service Intelligence. Click **Field Service Intelligence** to open it. The tab doesn’t persist, so you must open Field Service Intelligence from the App Launcher the next time you open the Service app. To access Field Service Intelligence dashboards from the Service Console app, go to the Console App Navigation and click **Edit** > **Add More Items**. Search for Field Service Intelligence and click the **+** sign to select it. Click **Add 1 Nav Item** and **Save**. The next time you open the Console App Navigation, Field Service Intelligence displays in the list. <!-- document id=40cbfaaccf1665ee28e22ae87c45e36556fd6f2de92c75416da3ba383c197be5 url=/admin/current/en-us/service/264-0-0/voice_scc_mngd_pkg.md --> # Install Managed Package for Salesforce Contact Center with Amazon Connect Use the Salesforce Contact Center with Amazon Connect (SCC-AC) to configure the latest Amazon Connect features for your Salesforce org. To access SCC-AC, install the managed package. To install the managed package, you must have an Amazon contact center version 16.0 or later. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a></td></tr></tbody></table> Install the managed package from the Salesforce Voice Setup page. ![Install managed package](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_scc_mngd_pkg1.png) When the installation is complete, click Configure to configure the latest Amazon Connect features. If the managed package installation fails, contact Salesforce Customer Support. If any feature configuration in SCC-AC with Amazon Connect fails, contact the AWS support team. #### See Also - [Add Messaging to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&language=en_US) - [Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&release=264.0.0&type=5 "Consider these limitations for Salesforce Contact Center with Amazon Connect.") - [_Amazon Setup and Installation Guide:_ Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/) <!-- document id=9226eb94753fce40749e16b818f4ea52734ba6ef59a7844c4b47936b66de2377 url=/admin/current/en-us/service/264-0-0/service_install_slk_intelligence_analytics.md --> # Install Self Learning Knowledge Intelligence Analytics To view visualizations of your knowledge base and identify knowledge gaps, install the Self Learning Knowledge Intelligence Analytics app in Tableau Next. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, <strong>Developer</strong>, and <strong>Agentforce 1</strong> Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.</td></tr></tbody></table> Make sure that Customer Signals Intelligence is [successfully activated in your org](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&language=en_US). Without Customer Signals Intelligence activated, you can’t view or set up Self Learning Knowledge. Without Self Learning Knowledge, you can’t set up Self Learning Knowledge Intelligence Analytics. 1. From Setup, enter and select **Customer Signals Intelligence**. 2. In the **TUA Set Up Self Learning Knowledge Intelligence Analytics Set up** section, click **Install**. Self Learning Knowledge Intelligence Analytics installs asynchronously, but can take some time. You receive an email and a notification when installation is complete. <!-- document id=02ff5cab43181c58ff80172dadc220941ed881373559abe1ff945fc4f3b13838 url=/admin/current/en-us/service/264-0-0/service_insights_enable.md --> # Install Service Insights After Service data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install Service Insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. On the Service Insights Setup page, click **Start Install** for the Install and Enable Service Insights step. Service Insights checks whether your org includes the data and settings to transform the data model objects and create the semantic data models and dashboards. If you receive an error message, follow the instructions and then restart the installation process. 2. Select a dashboard and customize the Service Insights dashboards by answering these configuration questions, and then click **Next**. To complete the installation, select at least one dashboard in the setup. 1. If you track Case data, select the Show Case Analytics checkbox. 2. Service Insights dashboards provide visualizations that display total cost and average cost per support rep interaction. To calculate this value, enter the hourly cost of your support reps. This value is known by your personnel management. 3. Identify the location where you track contact reasons for your cases. 4. From the dropdown menu, select the field where your support reps capture the contact reason for cases. 3. Specify if you want to show CSAT analytics and then click **Next**. 4. Specify if you want to show Agentforce Analytics and then click **Next**. 5. Complete the Service Insights installation. 1. Give your instance a unique, easily recognizable name. 2. Leave the log level as is, unless you require more information about the Service Insights installation. 6. Click **Next**. Installing Service Insights can take a few minutes. After the installation begins, a separate tab with your app name is visible next to the main Setup tab. Use this tab to check the installation progress and manage the app when the installation completes. ![The service insights tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_insights_tab.png) After Service Insights is successfully installed, assign the admin permission sets to any users who need to manage Service Insights and the user permission sets to any users who need access to the dashboards. The dashboards are accessible in both the Service app and the Service Console. To access Service Insights dashboards from the Service app, go to the App Launcher and search for Service Insights. Click **Service Insights** to open the tab. The tab doesn’t persist, so you must open Service Insights from the App Launcher the next time you open the Service app. To access Service Insights dashboards from the Service Console, go to the Console App Navigation and click **Edit** > **Add More Items**. Search for Service Insights and click the **+** sign to select it. Click **Add 1 Nav Item** and **Save**. The next time you open the Console App Navigation, Service Insights displays in the list. <!-- document id=edade52d334f60f8e70dd86d1fddcc03431eb3bb57a027548348c5e497195990 url=/admin/current/en-us/service/264-0-0/service_intelligence_enable.md --> # Install Service Intelligence After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. On the Service Intelligence Setup page, click **Start Install** for the Install and Enable Service Intelligence step. Service Intelligence checks whether your org includes the data and settings to transform the data model objects and create the datasets and dashboards. If you receive an error message, follow the instructions and then restart the installation process. 2. Select which types of records users can access and click **Next**. If role hierarchy is enabled for your org, we recommend selecting **Owned and Related Data**. If role hierarchy isn’t enabled, we recommend selecting **Owned Data**. 3. Customize the Service Intelligence dashboards by answering these configuration questions, and then click **Next**. 1. If you have surveys enabled and are using them to collect feedback for CSAT data, enter Yes. When you enter No, the questions for CSAT data aren’t visible as they’re only valid when surveys are enabled. 2. Service Intelligence dashboards provide visualizations that display total cost and average cost per support rep interaction. To calculate this value, enter the hourly cost of your support reps. This value is known by your personnel management. 3. If you answered Yes to using surveys, enter Yes to bring your CSAT score data into your Service Intelligence analytics. 4. If you answered Yes to using CSAT score data, enter a target goal for your cases. This target appears as a reference line to measure your CSAT scores. Valid values are 0–10. 5. If you use Omni-Channel routing, enter the target duration for resolving cases. This target appears as a reference line to measure your case duration against. 6. If you have more than 500 rows of case data, enter Yes to add Data 360 predictive models. The predictions are trained on your data to better inform and guide support reps on case interactions. 4. Specify how you track contact reasons and then click **Next**. 1. Contact reasons are tracked in Conversation Mining. Specify the data model object (DMO) you use to track the contact reason. The default value is **Case**. If you use a different DMO, select **Enter a DMO field**. If you don’t use contact reasons, select **None, no contact reason is captured**. 2. If you select **Case**, select the field that has the contact reason. 3. If you select **Enter a DMO field**, select the DMO you use to capture the contact reason. Then select the field in that DMO that has the contact reason. Finally, select the field that defines the relationship between the selected DMO and the Case DMO. The default value is the Id of the selected DMO. 5. Set target service level agreement (SLA) times for all Omni-Channel routing queues and then click **Next**. 1. SLA metrics are tracked in Omni-Channel and Agent Performance dashboards to pinpoint areas for improvement. Calculations are on the Service Level and % SLA Adherence by Queue fields on Omni-Channel dashboards, and on the % Work Item SLA Adherence by Agent field on Agent Performance dashboards. 2. Customize target speed to answer times for up to ten specific queues. 3. Default values of 15 seconds are included to help you get started. 6. Install the Einstein Case Management (beta) dashboard and then click **Next**. 1. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Einstein Case Management is a pilot or beta service that’s subject to the [Beta Services Terms at Agreements](https://www.salesforce.com/company/legal/) - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion. The Einstein Case Management dashboard shows your support reps near real time metrics that help them quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. 7. Complete the Service Intelligence installation. 1. Give your instance a unique, easily recognizable name. 2. Leave the log level as is, unless you require more information about the Service Intelligence installation. 3. Select **Schedule Refresh** and choose which days to refresh Service Intelligence. Adding a refresh schedule ensures that Service Intelligence has up-to-date data. For more information, see [Service Intelligence Data Refresh](https://help.salesforce.com/s/articleView?id=service.service_intelligence_data_refresh.htm&release=264.0.0&type=5 "The Service Intelligence dashboards rely on up-to-date data. When you install Service Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the data transforms and updating the datasets."). 8. Click **Next**. Installing Service Intelligence can take a few minutes. After the installation begins, a separate tab with your app name is visible next to the main Setup tab. Use this tab to check the installation progress and manage the app when the installation completes. For more information, see [Monitor, Update, and Delete Service Intelligence Apps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_manage_apps.htm&release=264.0.0&type=5 "Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps."). After Service Intelligence is successfully installed, assign the admin permission sets to any users who need to manage Service Intelligence and the user permission sets to any users who need access to the dashboards. The dashboards are accessible in both the Service app and the Service Console. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you installed the Einstein Case Management (beta) dashboard, also install the optional Flag to Supervisor flow to let support reps instantly alert supervisors about case updates. To access Service Intelligence dashboards from the Service app, go to the App Launcher and search for Service Intelligence. Click **Service Intelligence** to open the tab. The tab doesn’t persist, so you must open Service Intelligence from the App Launcher the next time you open the Service app. To access Service Intelligence dashboards from the Service Console, go to the Console App Navigation and click **Edit** > **Add More Items**. Search for Service Intelligence and click the **+** sign to select it. Click **Add 1 Nav Item** and **Save**. The next time you open the Console App Navigation, Service Intelligence displays in the list. #### See Also - [Set Up a Customer Feedback Survey](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_surveys.htm&type=5&language=en_US) - [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&type=5&language=en_US) - [Use AI Models](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_use_ai_models.htm&type=5&language=en_US) <!-- document id=cc0ddd96fb7ea69cbd2431c425332bac830d350f35afce7520c5db47b8ecb482 url=/admin/current/en-us/service/264-0-0/csi_base_data_kit.md --> # Install the Base Data Kit Set up your data kit components to access Customer Signals Intelligence features. The base data kit automatically installs the essential data mappings and object relationships. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with <span>Data 360</span> enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d614e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d614e74 ">To install the base data kit:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d614e74 ">Data Cloud Admin permission set</td> </tr> </tbody> </table> Make sure you’ve [provided required permissions](https://help.salesforce.com/s/articleView?id=service.csi_update_vad_perms.htm&release=264.0.0&type=5 "To ingest objects and fields into Data 360, update the Data Cloud Connector permission set in your org .") for objects in the Salesforce Data Connector permission set. 1. From Setup, use Quick Find to go to Customer Signals Intelligence. 2. Under Set Up the Basics, in Install the Data Kit, click **Install**. <!-- document id=1daf9fdee4ddb01bb3fdd459c4f8c426e65031ae37c9443ebf1608877fd9991d url=/admin/current/en-us/service/264-0-0/service_insights_install_c360sdm.md --> # Install the C360 Semantic Model for Service Insights The C360 semantic data model (SDM) is a unified semantic model that serves as a central foundation to define and manage metrics derived from standard Salesforce objects. It defines the relationships between Service Insights objects. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d142224e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 ">To manage Data 360:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 ">Data Cloud Architect</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 ">To manage Service Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 ">Tableau Included App Manager permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 ">To use Service Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d142224e62 "> <p>Tableau Next Limited Consumer</p> <p>OR</p> <p style="margin-bottom:0;">Tableau Next Included App Business User</p> </td> </tr> </tbody> </table> For more information about the C360 semantic model, see [The C360 Semantic Model](https://help.salesforce.com/s/articleView?id=data.c360_a_sl_c360sdm_intro.htm&language=en_US) 1. From the Setup menu, go to **Apps** > **Intelligent Apps** \> **C360 Semantic Model**. 2. From the C360 Semantic Model setup page, click **Install** and allow some time for the components to install. 3. To verify the install, go to **Data Cloud** > **Semantic Layer** and look for the C360 Semantic Model. <!-- document id=d9679930ad7ea85ad3319d7678d9a31c266a71c81861056a68651340fc767e6f url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_install_feature_usage_data_kit.md --> # Install the Feature Usage Data Kit for Service AI Adoption and Analytics The Feature Usage data kit includes the necessary data streams, data model objects, and data mappings for Service AI Adoption and Analytics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d56543e57">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d56543e57 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d56543e57 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set for companion orgs</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and open **Data Cloud**. 2. In Data Cloud, go to the Data Streams tab and click **New**. 3. Select **Installed Data Kits & Packages** and click **Next**. 4. Select your org’s default data space and from the Data Kits tab, click **Feature Usage Data Kit**. 5. Select the Feature Usage bundles and click **Next**. 6. Create a web connector. 1. Click **New Connector**. 2. Enter feature\_usage\_web\_ingestion\_ui name and select **Website** connector type. 3. Save your changes. 4. Click **Next**, then deploy the connector. 7. Next, create a Server to Server connector. 1. Repeat steps 2 to 5. 2. Click **New Connector**. 3. Enter feature\_usage\_web\_ingestion\_server name and select **Server to Server** connector type. 4. Save your changes. 8. Click **Next**, then deploy the data stream. <!-- document id=f5b706ae6a1e6f49f7bb0f8e3376010ee766097d6c46fe4b8b3473e3a9e3e427 url=/admin/current/en-us/service/264-0-0/pfs_install.md --> # Install the Field Service Managed Package After Field Service is enabled, install the managed package to gain access to the Classic Dispatch Console, scheduling tools, a range of custom objects, and Guided Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18478e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">To install the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18478e72 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> To install the Field Service managed package, update your org’s Default Language and Default Locale to the language and locale in which you want the managed package data to be represented. When you install the Field Service managed package, you get the following features. - Guided Setup: There’s no need to go it alone! This nifty tool walks you through key setup tasks, including assigning permission sets, creating service resources, and customizing appointment booking settings. - Scheduling and optimization: Swiftly optimize your team’s schedule in a way that enforces your business objectives. Assign appointments according to your rules and priorities, such as worker skills, location, and availability. - Classic Dispatch Console: Give dispatchers and supervisors a bird’s-eye view of your field service operations. The Classic Dispatch Console includes a customizable appointment list, easy-to-reach scheduling actions, dynamic Gantt chart, and interactive map. Dispatchers can check that jobs are routed to the right people, receive alerts, and monitor appointments in real time. - Administration app: Manage optimization, customize the Classic Dispatch Console, and update your managed package settings in one place. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note As of Spring ’26, Chatter is disabled by default in new Salesforce orgs. To use the Field Service Managed Package, you must [Enable Chatter](https://help.salesforce.com/s/articleView?id=experience.collab_enable.htm&type=5&language=en_US) in the Chatter Settings page in Setup. 1. Click the installation link on the download page: [https://d36000000z1fneac.my.salesforce-sites.com/install](https://d36000000z1fneac.my.salesforce-sites.com/install) You can install the managed package on a production or sandbox org. 2. Select **Install for Admins Only**. If you receive a request to approve third-party access, click **Yes** and **Continue**. Approving this request allows the street-level routing and optimization services to function. 3. If a message indicates that the installation is taking longer than expected, click **Done**. You’ll receive an email notification after the installation is complete. Once the package is installed, the App Launcher includes two new apps. ![Managed package apps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_mp_apps.png) The **Field Service** app is for dispatchers. The Field Service tab in this app leads to the Classic Dispatch Console. The **Field Service Admin** app is for administrators. The Field Service Settings tab in this app leads to the managed package settings. You can add the Field Service and Field Service Settings tabs to other apps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Salesforce Setup includes a separate Field Service Settings page where you can customize general settings related to field service. ![Field Service Settings in Salesforce setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_core_settings.png) #### See Also - [_Trailhead_: Supercharge Field Service](https://trailhead.salesforce.com/en/content/learn/trails/supercharge-field-service-lightning) - [Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_overview.htm&release=264.0.0&type=5 "The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce.") - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service).") <!-- document id=a85fb054a0243529e1a15d8279e28e66671a78aeb7bc397f509e779e5b2fa5ac url=/admin/current/en-us/service/264-0-0/it_srvcs_data_cloud_install_data_kit.md --> # Install the IT Service Data Kit A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12635e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12635e71 ">To use Data 360 for Agentforce IT Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12635e71 "> <p>Salesforce org: System Administrator</p> <p>AND</p> <p style="margin-bottom:0;">Data 360 org: Data Cloud Admin</p> </td> </tr> </tbody> </table> The IT Services Data Kit includes three data stream bundles: IT Service Core, IT Service Analytics, and IT Service Knowledge Engagement. Before you can deploy the data kit, you must create the Ingestion API connector and the Knowledge Engagement data stream that the IT Service Knowledge Engagement bundle depends on. Without this connector and data stream in place, the data kit deployment fails. 1. Set up the data space that the IT Services Data Kit will deploy into. 1. Go to the **Data Cloud for IT Service** page within Salesforce Go. If you don’t see this option, refresh your page, or log out and log back in with your admin user credentials. 2. In the Set Up the Basics section, click **Manage Data Space**. This data space is used by Agentforce IT Service and serves as the data source for analytics dashboards. 3. Select a data space and save your changes. 2. Create the Knowledge Engagement Ingestion API connector and data stream. This step is a mandatory prerequisite for the IT Services Data Kit deployment, because the IT Service Knowledge Engagement bundle binds to this connector at deploy time. 1. In the Data 360 app, click the **Data Streams** tab, and then click **New**. 2. In the **New Data Stream** dialog, on the **Data Kits** tab, confirm that **Data Space** is set to your target data space. 3. From the list of data kits, select **IT Services Data Kit**. The **IT Service Knowledge Engagement** bundle and the **Knowledge Engagement-KnowledgeArticleView** bundle item appear, with **Connector type** set to Ingestion API. Both rows are selected by default. 4. Click **Next**. 5. In the **Connect an Ingestion API Source** dialog, in **Connector Name**, enter KA\_Engagement, and then click **Save**. The connector name KA\_Engagement is hard-coded. The data kit deployment looks for this exact name, so any other value causes the deployment to fail. 6. On the **Review your data stream fields** screen, review the pre-mapped fields and click **Next**. The Knowledge Engagement data stream ships with pre-mapped fields. The Primary Key is Id, the Category is Engagement, and the Event Time Field is Timestamp. You don’t need to add or modify any fields. 7. On the **Deploy Data Streams** summary screen, verify the data stream and click **Deploy**. 3. Deploy the IT Services Data Kit bundles. 1. From **Salesforce Go**, on the **Data Cloud for IT Service** page, click **Go to Setup** and select **IT Services Data Kit**. Alternatively, in **Setup**, in the Quick Find box, enter Data Kits, click **Data Kits**, and then select **IT Services Data Kit**. 2. Click **Data Kit Deploy**. 3. In the **Deploy** dialog, select your **Data Space**. 4. For the IT Service Core bundle, enter the org ID. 5. For the IT Service Analytics bundle, enter the org ID. 6. For the IT Service Knowledge Engagement bundle, in **Connector Name**, select KA\_Engagement. This is the connector that you created in the previous step. 7. Click **Deploy**. The deployment first deploys all data streams, and then all search indexes in a specific sequence. If an error occurs, the deployment stops. 4. As an alternative to deploying the entire data kit, an administrator can deploy individual data stream bundles or search indexes. 1. To deploy a specific data stream bundle, go to the **Data Streams** tab, click **New**, select Salesforce CRM, and choose a bundle from the list. 2. To deploy a specific search index, go to the **Search Indexes** tab, click **New**, and select the required index from the list. <!-- document id=cacbc1e458d50f453f988b87e00ad7769a40c01a58aeeeea6c198f4420afe9ee url=/admin/current/en-us/service/264-0-0/service_intelligence_install_knowledge_flow.md --> # Install the Knowledge Flow for Service Intelligence To use Service Intelligence with Knowledge, install the Flag for Review flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> On the Service Intelligence setup page, click **Start** for the Install Knowledge Flow for Service Intelligence step. This step is required for Knowledge dashboards and is available when Lightning Knowledge and Service Intelligence are set up. It automates Knowledge reviews by helping managers quickly set the review date on articles to the current date and publish articles directly from Knowledge Performance dashboards. When the flow installation is complete, move on to install the Service Intelligence app. <!-- document id=84f0872381828048db17cf5562215b5372c0bb76ecc947314650a86364889a8c url=/admin/current/en-us/service/264-0-0/omnichannel_install_reports.md --> # Install the Prebuilt Reports and Dashboards To track the performance of your contact center and reps, install prebuilt reports and dashboards for Agentforce Service (formerly Service Cloud). You can copy, modify, and delete them, if needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28721e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28721e55 ">To install service reporting:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28721e55 ">Modify All Data</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. Before you install this feature, enable Enhanced Omni-Channel. 1. From Setup, enter Service Cloud Reports in the Quick Find box, then select **Service Cloud Reports**. On the Service Cloud Reports page, you will see multiple sets of dashboards and reports. 2. Select the sets that you want to install. 3. To install them, click **Install**. You might reinstall them to get the latest version. If you reinstall them, the installation overwrites the previous versions of reports with the same dev names. To keep a report’s modifications, save the report as a new report before you run the installation again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can also install these reports from the Omni-Channel Home page. #### See Also - [View Prebuilt Service Reports and Dashboards](https://help.salesforce.com/articleView?id=service.report_service_cloud_view.htm&language=en_US) - [Access Omni-Channel Setup Home](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_home.htm&release=264.0.0&type=5 "Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company.") <!-- document id=306d695216756ee564ef7436181d04e4a745b5a7e99179a2d8265e1ba5a68276 url=/admin/current/en-us/service/264-0-0/safety_cloud_install_pkg.md --> # Install the Safety Cloud Package Install the package to access the tools that help accelerate your deployment of COVID-19 Health Verification solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9783e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9783e60 ">To install a package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9783e60 ">Modify All Data</td> </tr> </tbody> </table> Before installing the Safety Cloud and Safety Cloud Template packages, review [Considerations for Safety Cloud Packages](https://help.salesforce.com/s/articleView?id=service.safety_cloud_considerations.htm&release=264.0.0&type=5 "Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites."). Additionally, complete these steps to ensure data protection. - From Setup, in the Quick Find box, enter Data Protection and Privacy, and then select **Data Protection and Privacy**. - Click **Edit**, select the **Make data protection details available in records** checkbox, and then save your changes. We strongly recommend installing the package and testing the form in a sandbox or scratch org before using a production org. You can test the form and communications before deploying your implementation for recipients. To install the Safety Cloud package, complete these steps. 1. Navigate to this URL in your browser: [https://install.salesforce.com/products/safetyCloud](https://install.salesforce.com/products/safetyCloud). 2. Select the **Safety Cloud and Safety Cloud Template Packages** plan. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note To use the template, you must accept the installer terms and conditions specific to the Safety Cloud Template package. 3. Click **Log In to Start Pre-Install Validation**. 4. Select your org type, and enter your Salesforce username and password. 5. To run the preinstall validation, click **Allow**. 6. In the Connected to Salesforce box, confirm that you’re logged in to the correct org. If the preinstall validation fails, use the error messages in the installer to troubleshoot and complete the preinstallation requirements. When you’re ready, return to the installer URL, and try again. 7. Review the list of customizations the installer makes. 8. To accept the terms of use, click **Install** and **Confirm**. 9. If you’re prompted to allow Metadeploy access for your org, click **Allow**. Complete the configuration procedures for Safety Cloud. #### See Also - [Considerations for the Safety Cloud Packages](https://help.salesforce.com/s/articleView?id=service.safety_cloud_considerations.htm&release=264.0.0&type=5 "Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites.") <!-- document id=994e2fd575252c54121ef6acdafd83fb010119aa7bcf2045cdf27a6aa8f18b55 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_install_app.md --> # Install the Service AI Adoption and Analytics App After your AI for Service Cloud data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install the Service AI Adoption and Analytics app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d7446e55">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7446e55 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7446e55 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set for companion orgs</p> </td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7446e55 ">To install the Service AI Adoption and Analytics app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7446e55 "> <p>Service AI Unified Analytics User permission set</p> <p>AND</p> <p style="margin-bottom:0;">Tableau Included App Manager</p> </td> </tr> </tbody> </table> Before installing the Service AI Adoption and Analytics app, ingest at least one feature usage event via the new data streams; otherwise, the installation will fail. 1. On the Service AI Adoption and Analytics setup page, in the Setup Service AI Adoption and Analytics section, click **Install**. 2. In the Service AI Adoption and Analytics tab, select the data space and dashboard view preference. 1. Select the **default** data space. 2. In the Dashboard View field, select whether you want to show analytics by group or by service rep. 3. Click **Next** to continue. 4. In the General tab, give your instance a unique, easily recognizable name. To track this install, include “Service AI Adoption and Analytics” and the install date in the mm-dd-yyyy format. 5. In the Description field, add details about the app. 6. In the Logging Severity Level field, leave the log level as is, unless you require more information about the Service AI Adoption and Analytics installation. 7. Click **Install** to complete the installation. Installing Service AI Adoption and Analytics can take a few minutes. After the installation begins, the App Status and Updates section appears on the Service AI Adoption and Analytics setup page. Use this section to check the installation progress and manage the app when the installation completes. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important The Service AI Adoption and Analytics App creates a batch data transform called ServiceAiUnifiedAnalytics\_BDT. Schedule the ServiceAiUnifiedAnalytics\_BDT batch data transform to run daily, and make sure to select **Run with all data**. Learn more in [Run a Batch Data Transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_run.htm&type=5&language=en_US) <!-- document id=000f8afecde6f7d01ff113e25e51dee5b9ff4b0f4a49d4e93824c9a3f6f516b1 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_install_service_data_kit.md --> # Install the Service Data Kit The Service data kit includes the Service data bundle based on your setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service AI Adoption and Analytics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Install the Service Data Kit for Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_install_data_kit_task.htm&release=264.0.0&type=5)** First, install the Service data kit. - **[Set Up Service Data in Data 360 for Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_setup_data_in_dc_task.htm&release=264.0.0&type=5)** Next, deploy the Service data bundles as data streams in Data 360. - **[Enable Data Governance Permissions for Service AI Adoption and Analytics Objects](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_dc_obj_access.htm&release=264.0.0&type=5)** To customize access to Data 360 objects used by Service AI Adoption and Analytics, grant object access according to your selected Data Governance policy. <!-- document id=e154e12eb081512f13a715ceb835472ee02ee5f9b4e9328679feaa7be66ed2df url=/admin/current/en-us/service/264-0-0/service_intelligence_install_data_kit_task.md --> # Install the Service Data Kit First, install the Service Data Kit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you already have the Service data kit installed, upgrade or reinstall it to ensure that it’s up to date and contains the Knowledge bundle and Einstein Conversation Mining bundle. Upgrading the data kit is necessary to access the latest enhancements to Service Intelligence. Customizing the Knowledge API, such as renaming the Knowledge\_kav object, prevents the Knowledge data bundle from displaying. 1. In Data Cloud, click the gear icon and then select **Data Cloud Setup**. 2. Under Configuration, select **Salesforce CRM**. 3. Find the Service bundle, and click the menu button on the right. Select **Install**. 4. In the Package Install flow, follow the standard process for installing a package. For more information, see [Installing Packages](https://developer.salesforce.com/docs/atlas.en-us.appExchangeInstallGuide.meta/appExchangeInstallGuide/appexchange_install_installation.htm). 5. To upgrade the Service data kit, navigate to the Service bundle, click the menu button on the right, and select **Upgrade**. To view the data kit details, go to Data Cloud Setup. Under Tools, select **Data Kits** and then click **ServiceDK**. <!-- document id=9716230fe5d49cda6c0f86ba91e99dd58e46d1bab82e5a81657d4fad8e92c679 url=/admin/current/en-us/service/264-0-0/ifs_install_data_kit.md --> # Install the Service Data Kit for Field Service Intelligence The Service data kit includes the Service data bundle and provides the necessary data streams, data model objects, and data mappings for Field Service Intelligence. ## Install the Service Data Kit ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you already have the Service data kit installed, reinstall it to ensure that it’s up to date. Upgrading the data kit is necessary to access the latest enhancements to Field Service Intelligence. 1. Click the Setup gear icon and then select **Data Cloud Setup**. 2. Under Configuration, select **Salesforce CRM**. 3. Find the Service bundle, and click the menu button on the right. Select **Install**. 4. In the Package Install flow, follow the standard process for installing a package. To view the data kit details, go to Data Cloud Setup. Under Tools, select **Data Kits** and then click **ServiceDK**. ## Set Up Service Data in Data 360 1. In Data Cloud, go to the Data Streams tab and click **New**. 2. Select the Salesforce CRM connected data source and click **Next**. 3. Select your connected Salesforce org. If you have only one Salesforce org connected to Data 360, it’s selected by default. 4. Select **Data Bundles**, then select the Service data bundle, and click **Next**. 5. Select the default data space and click **Next**. The installed objects and fields are displayed. Don’t remove the data objects, fields, or mappings because Field Service Intelligence relies on the standard installation to populate the dashboards correctly. 6. Click **Deploy** The Service data bundle deploys over 20 data streams. The Data Streams tab displays the progress. When the data streams show an Active status, you’re ready to continue. From the Setup menu, installed versions of Field Service Intelligence display as separate tabs. To view details about the app installation, select an app tab. The app details include the installation status, a list of installation events, and the tasks for each event. You can schedule app refreshes or refresh manually and see details of all the installed app resources like dashboards and data transforms. For more information about app management, see [Manage Your Intelligent Apps](https://help.salesforce.com/s/articleView?id=analytics.manage_intell_apps.htm&type=5&language=en_US). ![The app management tab for a Field Service Intelligence instance.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/ifs_setup_app_mngmt_tab.png) <!-- document id=2e5fd76f388d4db5b532cdbbc374f99060cc9c073eef4cc6c6175194cf810c17 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_install_data_kit_task.md --> # Install the Service Data Kit for Service AI Adoption and Analytics First, install the Service data kit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75764e57">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75764e57 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75764e57 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set for companion orgs</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you have installed the Service data kit, upgrade or reinstall it to make sure that it’s up to date. Upgrading the data kit is necessary to access the latest enhancements to Service AI Adoption and Analytics. 1. In Data Cloud, click the gear icon and then select **Data Cloud Setup**. 2. In the Quick Find box, find and select **Salesforce CRM**. 3. Find the Service bundle, and click the action menu on the right and select **Install**. 4. In the Package Install flow, follow the standard process for installing a package. For more information, see [Installing Packages](https://developer.salesforce.com/docs/atlas.en-us.appExchangeInstallGuide.meta/appExchangeInstallGuide/appexchange_install_installation.htm). 5. To upgrade the Service data kit, go to the Service bundle, click the action menu on the right, and select **Upgrade**. To view the data kit details, go to Data Cloud Setup. Under Developer Tools, select **Data Kits** and click **ServiceDK**. <!-- document id=9d9fadb18be90aefcf810a7a12a3c8a8e8f39104368e0b8f0b0eee1e77caf694 url=/admin/current/en-us/service/264-0-0/service_insights_install_data_kit_task.md --> # Install the Service Data Kit for Service Insights First, install the Service Data Kit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important If you already have the Service data kit installed, upgrade or reinstall it to ensure that it’s up to date. Upgrading the data kit is necessary to access the latest enhancements to Service Insights. 1. In Data Cloud, click the gear icon and then select **Data Cloud Setup**. 2. Under Configuration, select **Salesforce CRM**. 3. Find the Service Cloud bundle, and click the menu button on the right. Select **Install**. 4. In the Package Install flow, follow the standard process for installing a package. For more information, see [Installing Packages](https://developer.salesforce.com/docs/atlas.en-us.appExchangeInstallGuide.meta/appExchangeInstallGuide/appexchange_install_installation.htm). 5. To upgrade the Service data kit, navigate to the Service Cloud bundle, click the menu button on the right, and select **Upgrade**. To view the data kit details, go to Data Cloud Setup. Under Tools, select **Data Kits** and then click **ServiceDK**. <!-- document id=5e8804ebae3525822b3a29d0d3223073098334cec7811b9c6485dcd1257da3dd url=/admin/current/en-us/service/264-0-0/service_insights_install_data_kit.md --> # Install the Service Data Kit for Service Insights The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Install the Service Data Kit for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_install_data_kit_task.htm&release=264.0.0&type=5)** First, install the Service Data Kit. 2. **[Set Up Service Data in Data 360 for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_setup_data_in_dc_task.htm&release=264.0.0&type=5)** Next, deploy the Service data bundles as data streams in Data 360. 3. **[Deploy the Knowledge Article Views Data Stream for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_deploy_ka_data_stream.htm&release=264.0.0&type=5)** If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. After this data stream is deployed using an ingestion API connector, Data 360 captures Knowledge Article Engagement data. 4. **[Deploy Case Milestone Data](https://help.salesforce.com/s/articleView?id=service.service_insights_deploy_case_milestone_data.htm&release=264.0.0&type=5)** If Entitlement Management is enabled for your org, deploy the Case Milestone objects from the Service file-based data bundle. These objects provide the data required by the SLA Performance dashboard. 5. **[Enable Data Governance Permissions for Service Insights Objects](https://help.salesforce.com/s/articleView?id=service.service_insights_dc_obj_access.htm&release=264.0.0&type=5)** To customize access to Data 360 objects used by Service Insights, grant object access according to your chosen Data Governance policy. <!-- document id=5f0a311d618c05c090b07623d5f1c010688f7baa6b28360e0ce1657aaefaca96 url=/admin/current/en-us/service/264-0-0/service_intelligence_install_data_kit.md --> # Install the Service Data Kit for Service Intelligence The Service data kit includes the Service data bundle and additional data bundles for Knowledge and Einstein Conversation Mining based on the configuration of your Agentforce Service (formerly Service Cloud). These bundles provide the necessary data streams, data model objects, and data mappings for Service Intelligence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Install the Service Data Kit](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_data_kit_task.htm&release=264.0.0&type=5)** First, install the Service Data Kit. 2. **[Set Up Service Data in Data 360](https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup_data_in_dc_task.htm&release=264.0.0&type=5)** Next, deploy the Service data bundles as data streams in Data 360. 3. **[Deploy the Einstein Conversation Mining Insights Data Stream](https://help.salesforce.com/s/articleView?id=service.service_intelligence_deploy_ecm_data_stream_task.htm&release=264.0.0&type=5)** If you have Einstein Conversation Mining enabled, you must deploy the Einstein Conversation Mining Insights data stream. This data stream is deployed using an ingestion API connector to include conversation insights data. 4. **[Deploy the Knowledge Article Views Data Stream](https://help.salesforce.com/s/articleView?id=service.service_intelligence_deploy_ka_data_stream_task.htm&release=264.0.0&type=5)** If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. This data stream is deployed using an ingestion API connector to include articles view data. 5. **[Enable Data Governance Permissions for Service Intelligence Objects](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dc_obj_access.htm&release=264.0.0&type=5)** To customize access to Data 360 objects used by Service Intelligence, grant object access according to your chosen Data Governance policy. #### See Also - [Install Standard Data Bundles Powered by Data Kits](https://help.salesforce.com/s/articleView?id=data.c360_a_install_standard_data_bundles_powered_by_data_kits.htm&type=5&language=en_US) - [Data Streams in Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_data_streams.htm&type=5&language=en_US) <!-- document id=78e7da9cad40a66bc506d5f9a847f72139cf3d80d8ccbcd5e9ecfbe62100a22b url=/admin/current/en-us/service/264-0-0/vaccine_packages_install.md --> # Install the Vaccine Cloud Eligibility Package Install the package and complete post-install steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d1273e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1273e60 ">To install a package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1273e60 ">Modify All Data</td> </tr> </tbody> </table> Before installing the package, complete the prerequisites listed in [Considerations for the Vaccine Cloud Packages](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_considerations_ve_pkg.htm&release=264.0.0&type=5 "Before you start, review the considerations and prerequisites for the Vaccine Eligibility Package."). Complete the following steps to install the package. 1. Navigate to this URL in your browser: [https://install.work.com/products/vaccineplans](https://install.work.com/products/vaccineplans) the URL for installing the package. **Vaccine Eligibility Form (Form Only)** installs the Base Package and the Vaccine Eligibility Form Package. Select this package if you’re using a product other than Marketing Cloud Engagement to send the emails and texts. **Vaccine Eligibility Form and Updates** also installs the Vaccine Eligibility Updates Package. Select this package if you’re using Marketing Cloud Engagement to send the emails and texts. 2. Click the name of the package that you want to install and click **Install**. 3. Click **Log In to Start Pre-Install Validation**. 4. Select your org type. Enter your Salesforce username and password. 5. Click **Allow** to run the preinstall validation. 6. In the Connected to Salesforce box, confirm that you’re logged in to the correct org. If the preinstall validation fails, use the error messages in the installer to troubleshoot and complete the preinstallation requirements in your org. When you’re ready, return to the installer URL and try again. 7. Review the list of customizations the installer makes in your org. 8. Click **Install**. Click **Confirm** to accept the terms of use. 9. If you’re prompted to allow Metadeploy access for your org, click **Allow**. Optionally, create record types for the objects we use for the vaccine eligibility form. Record types let you differentiate the lead, individual, and consent records for your vaccine form from other uses. To learn more, see [Tailor Business Processes to Different Users Using Record Types](https://help.salesforce.com/articleView?id=platform.customize_recordtype.htm&type=5&language=en_US). <!-- document id=d07179796b31c666f23f2bf36aabd55a47cfbbfba60269b5931f78262b62d22e url=/admin/current/en-us/service/264-0-0/voice_pt_setup_install_package.md --> # Install Your Telephony Provider’s Managed Package Most Voice telephony partners provide a managed package that contains the metadata to connect Voice with the partner’s system. Download the package from AppExchange or ask your telephony provider for the installation URL. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d42835e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42835e69 ">To view the Partner Telephony Setup page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42835e69 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42835e69 ">To install packages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42835e69 ">Download AppExchange Packages</td> </tr> </tbody> </table> Most telephony partners provide a managed package that contains: - Connector in the form of a Visualforce page - Visualforce page name - Package’s namespace that is used to create a contact center Telephony partners provide their own documentation for their managed package. 1. From Setup, enter Partner Telephony Setup in the Quick Find box, then select **Partner Telephony Setup**. 2. Click **Go to AppExchange**. The AppExchange opens in another browser tab. 3. Search for your telephony partner’s package and follow its installation instructions. After you install the managed package, check that all of the components were installed. Ask your telephony provider for instructions to verify that the components were installed properly. #### See Also - [Install a Package](https://help.salesforce.com/s/articleView?id=xcloud.distribution_installing_packages.htm&type=5&language=en_US) - [View Installed Package Details](https://help.salesforce.com/s/articleView?id=xcloud.distribution_package_detail.htm&type=5&language=en_US) <!-- document id=2dd1b20a939c97bb6a2e26e71351a4fc9d7d1b56c419f013c4705e3c7f448e9e url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_embedded_messaging.md --> # Integrate Embedded Messaging into the Employee Services Portal Integrate an embedded messaging component into your Employee Services portal so employees can chat with Agentforce directly from the portal. This integration applies to both the Agentic Center and Agentforce Employee Center templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Set up Enhanced Chat using Salesforce Go and then complete all the manual steps to embed the messaging channel on your employee portal. See [Add Messaging Service Channel for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_setup.htm&release=264.0.0&type=5 "Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team."). <!-- document id=abb331001e9fe66d484e0785199ee4b419d64b3c035d73d995278a493454fec6 url=/admin/current/en-us/service/264-0-0/fs_integrate_assets_with_mulesoft.md --> # Integrate Field Service Assets with MuleSoft Connect, automate, and secure assets across any systems with MuleSoft. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Field Service Einstein 1 Edition or as an add-on.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To purchase Field Service Einstein 1 Edition or as an add-on, contact your Salesforce account executive.</td></tr></tbody></table> ## What is Salesforce Field Service? Salesforce Field Service (SFS) is a platform that helps businesses manage field service operations. It's an extension of Agentforce Service (formerly Service Cloud) that provides a centralized platform for managing service engagements, assigning tasks, and tracking performance. SFS also gives call center reps access to customer data and AI-driven insights to help them solve issues quickly and effectively on-site. ## What is Field Service Asset Management? Field Service asset management involves the management of the physical assets of an organization throughout each asset's lifecycle. In Salesforce Field Service, businesses can track and manage the coverage, health, maintenance, repair, and replacement of their customers' assets. Some of the critical data required (ex. asset configuration) for the execution of these functions lives in systems outside of Salesforce. Integrating the data with Salesforce Field Service is critical in maintaining, monitoring, and prolonging the lifespan of assets. ## What is MuleSoft? MuleSoft’s unified integration, automation, and API management platform, powered by Einstein 1, transforms all of your IT assets into digital building blocks to deliver end-to-end, AI-powered experiences. Customers can connect, automate, and secure their data from any system or model, using discoverable and reusable APIs to generate increased revenue and cost savings.  ## What is the Role of MuleSoft in Salesforce Field Service Asset Management? To surface accurate data that field service organizations need to serve their customers effectively, integration with ERP is critical. MuleSoft is included as part of Field Service E1E to ensure customers can perform bi-directional integration between SAP ERP and Salesforce.  ## What MuleSoft Capabilities and Capacity are Included? This package includes (not comprehensive):  - 16 flows - 1 million messages - 3200-GB throughput - SAP Connector (1 pre-prod, 1 prod) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Mule capabilities included in this bundle are to be used only for the purposes of asset management integration between SAP and Salesforce. Using MuleSoft allotted capabilities for other use cases violates Field Service E1E contractual terms.  Asset management includes the integration of these components:   - **Systems**: SAP, Salesforce - **Objects**: Products, Assets, Asset Attributes, Locations, Warranties, Service Contracts, Entitlements, Return Orders - **Operations**: Create, Update, Delete, Get ## How Can I Monitor My MuleSoft Usage? Understanding your usage allocation is important to the success of your integration. Salesforce provides tools to help you monitor usage so that you can avoid exceeding these allocations, or purchasing overages when needed. Refer to [MuleSoft documentation](https://docs.mulesoft.com/general/usage-reports) to learn how to monitor your usage of MuleSoft. ## Where Can I Get Additional Support? For additional support, contact your Salesforce account representative, or visit Salesforce Help for more resources and assistance. <!-- document id=99ba0241daabfe8aaa5f927daa007f513592958db886e8a09affed6d3ba9f494 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_payments.md --> # Integrate Pay Now with Field Service Appointment Assistant Create a flow that easily enables your customers to pay for services through a provided link, eliminating the need to contact customer services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Payments is available in <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Payments and Pay Now licenses are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80961e90">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80961e90 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80961e90 ">Manage Flow</td> </tr> </tbody> </table> Before you begin, complete these steps. - Set up [Salesforce Payments](https://help.salesforce.com/s/articleView?id=commerce.payments_setup_intro.htm&type=5&language=en_US). - Set up [Salesforce Pay Now](https://help.salesforce.com/s/articleView?id=commerce.pay_now_intro_prereqs.htm&type=5&language=en_US). Set up a flow that sends customers a payment link. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Click **New Flow**. 3. Select what triggers the flow. For example, set up a flow that’s triggered when the status of a Work Order changes to Completed. To track the payment’s intent, we recommend connecting the triggered object, in this example Work Order, to the Payment Link object. 4. Add an element that gets the Merchant Account Payment Method Set record. If multiple records exist, make sure that only one is retrieved. For example, get the last modified record. Only the last modified Merchant Account Payment Method Set that isn’t deleted and has a Payment Method Set Key is fetched. If multiple Merchant Account Payment Method Set records are active, set up the component to fetch the correct one. 5. Add an element that creates a payment link record. 1. Determine where the amount is taken from. In our example, it can be taken from the Total Amount field on the work order. 2. Use the Merchant Account Payment Method Set as the payment method set ID. 3. Set the status to Active. 4. Set the Usage Type to Single Use. 5. Enter the connected object, for example, Work Order ID. To track the payment’s intent and the links generated to collect payment, we recommend adding a connection between the Payment Link object and the relevant object, in our example, the Work Order. 6. Add an element that sends the customer an email or an SMS that includes the Payment URL field from the Payment Link object. Here’s an example of what the flow looks like. ![Payment flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_payments_flow.png) <!-- document id=afcbc79fdea261fd396d9f2a2e153e3dee061123eee2c73559d9ce50a40e5fc5 url=/admin/current/en-us/service/264-0-0/voice_high_velocity_sales.md --> # Integrate Salesforce Voice with Sales Engagement Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Einstein Conversation Insights for Service is available for an extra cost in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Sales reps can click-to-dial records that come from a cadence, My List, and their Work Queue, so they can quickly make outbound calls in Voice using the Omni-Channel utility. When a rep wraps up a call, two things happen: - The call step in the cadence is automatically marked as complete, so the cadence advances to the next step. - A task is automatically created for the voice call record so it’s easier for the rep to follow up with prospects. The task is created when the rep closes the call record or, if After Conversation Work (ACW) is in use, when the ACW period ends. Unlike a call logged manually, the `ActionCadenceStepTrackerId` field isn’t automatically populated on the resulting task. This field can’t be written to by API or automation tools and can only be referenced if a rep manually creates a task. Here’s how to give sales reps access to Salesforce Voice features. 1. Set up both Sales Engagement and Salesforce Voice. 2. Create cadences that include calls. 3. Create picklist values for the Call Resolution field on the Voice Call object that match the Call Result values configured in the Sales Engagement settings. 1. From Setup, in the Quick Find box, enter Sales Engagement, then select **Sales Engagement**. 2. Edit the Define Call Results for Branching section and enable the feature. 3. Take note of the call result values listed next to the related call result categories. 4. From Setup, in the Object Manager, select **Voice Call**. 5. Click **Fields and Relationships**, click **Call Resolution**. 6. Edit the Call Resolution field’s picklist values to match the Sales Engagement call result values. 7. Save your changes. 4. Remove the Dialer softphone utility from the Sales console footer, and replace it with the Omni-Channel utility so reps can make and receive calls. 5. Assign permission sets to the sales reps who need access to Voice features: - Salesforce Voice permission sets: Salesforce Voice Contact Center Rep OR Salesforce Voice Contact Center Admin - Sales Engagement permission sets: Sales Engagement Cadence Creator OR Sales Engagement User Users with a Sales Engagement permission set have access to the Sales Engagement app, the Work Queue, My List, and other Sales Engagement features, and can work prospects assigned to them through cadence steps such as calls and emails. #### See Also - [Use Salesforce Voice Across Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_sales_service.htm&release=264.0.0&type=5 "Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice.") - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") <!-- document id=a012250f22971f64ce817e8cde61946251109d9ee8b04efb9127f08c05d3fa64 url=/admin/current/en-us/service/264-0-0/svc_site_copilot_ov.md --> # Integrating AI into Your Service Catalog (Beta) Drive self-serve case deflection in your Service Catalog site with Agent, your AI assistant for Service Catalog. Through a conversational interface, Agent uses an LLM to identify and execute relevant actions to resolve customer contact reasons without customers navigating your catalog or contacting support. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is a Beta Service. Customer may opt to try such Beta Service in its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at [Agreements and Terms](https://www.salesforce.com/company/legal/agreements/). Agent actions are specific tasks that Agent completes. In Service Catalog, if a customer asks for help updating their phone number or email, Agent initiates an action for each service and either opens a catalog item request for the customer or provides them a link to the catalog item in your site. To learn more about how Agent works, review [Agentforce Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_intro.htm&type=5&language=en_US) and [Agent Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&type=5&language=en_US). Integrating Agent in Service Catalog requires several tasks in Setup. To get you started with Agent, we’ve provided you with three actions and catalog items. Before you can set up Agent in Service Catalog, you must: - Have the required Service Catalog and Agent permissions and licensing. - Build a Service Catalog that contains at least one active catalog category, catalog item, and catalog fulfillment. To complete these prerequisites, see the Service Catalog and Service Catalog site setup documentation. To get started with your Service Catalog site setup, review the setup map for an overview of tasks and information. ![Agent in Service Catalog learning map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_copilot_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start Here"></span> </p> <p> <strong>Get Oriented</strong> </p> <p>Understand the basic features and necessary permissions.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5" title="Learn the feature fundamentals and important permissions information.">Service Catalog in Agent (Beta)</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5" title="Learn the feature fundamentals and important permissions information.">Permissions and Licensing (Beta)</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_1.png" alt="Develop"></span> </p> <p> <strong>Learn the Foundations</strong> </p> <p>Familiarize yourself with Service Catalog actions, Agent output types, and their relation to catalog items.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_operation.htm&release=264.0.0&type=5" title="Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items.">How Service Catalog Works in Agent (Beta)</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_ref.htm&release=264.0.0&type=5" title="Review the actions associated with Service Catalog.">Service Catalog Action Reference (Beta)</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_end_1.png" alt="Build End"></span> </p> <p> <strong>Setup Agent in Service Catalog</strong> </p> <p>Take the necessary steps in Setup to launch Agent in your Service Catalog.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Access the Sample Catalog Items (Beta)</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Set Up Standard Service Catalog Actions (Beta)</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Set Up Custom Service Catalog Actions (Beta)</a> </p> </td> </tr> </tbody> </table> ## Limitations Service Catalog Agent actions are available for setup and use in the Agent Actions Setup page. Setup of Agent in your self-service site isn’t available. - **[Service Catalog in Agentforce (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5)** Learn the feature fundamentals and important permissions information. - **[How Service Catalog Works in Agent (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_operation.htm&release=264.0.0&type=5)** Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items. - **[Service Catalog Action Reference (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_ref.htm&release=264.0.0&type=5)** Review the actions associated with Service Catalog. - **[Build Service Catalog Actions (Beta)](https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5)** Set up and configure Service Catalog actions to resolve customer contact reasons with Agents. <!-- document id=8120962fba39d8a2bea9427042ae5e82f1e4cd3e5561f22aa3c30753021a9459 url=/admin/current/en-us/service/264-0-0/es_interact_with_employees.md --> # Interact with Employees In HR Service Console, chat with employees to answer their queries and resolve their issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54080e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54080e55 ">To interact with employees:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54080e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> 1. To view an incoming chat notification, click Omni-Channel in the utility bar. 2. Review the notification, and accept the chat request from an employee. The messaging session record page opens. 3. Use the Conversation component to chat with the employee and answer their queries or resolve their requests. 4. To create a case, click **New Case** on the messaging session record page. 5. Enter information in the New Case window. 6. Save your changes. The case is created. 7. Click the **Details** tab. 8. Edit the **Case** field, and select the newly created case. 9. Save your changes. 10. To view the case record, click the case number. 11. Share the case number with the employee for their reference. 12. To end the chat, click **End Chat**. <!-- document id=3104bd3650ba2874945c8fcfac298a27644070ca7563e5f4acd60aa727511c84 url=/admin/current/en-us/service/264-0-0/messaging_components_parent.md --> # Interactive Messaging Components Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_parent__d538e840"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_parent__d538e840" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> </tbody> </table> You can create several types of messaging components for service reps to send: questions with static (predefined) options (1), questions with dynamic options (2), auto-responses (3), payment requests (4), time selectors (5), enhanced links (6), authentication requests (7), custom components (8), forms (9), and notifications. ![Screenshots of the five component types in use in a Facebook Messenger conversation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_types.png) Here are some ways that messaging components can help you create a consistent, familiar, and fast service experience for customers. | Rep's Goal | Solution | Rep Experience | | --- | --- | --- | | Direct the customer to a web page that describes your newest service. | Create an [enhanced link](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm&release=264.0.0&type=5 "An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat.") component with an appealing image and link to the page. | Use the messaging component action in the messaging window to select and send the component. | | Find out what the customer needs help with. | Create a [question with static options](https://help.salesforce.com/s/articleView?id=service.messaging_components_static_options.htm&release=264.0.0&type=5 "Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat.") component that shows the customer a list of common contact reasons to choose from. | Use the messaging component action in the messaging window to select and send the component. | | Determine which order the customer is inquiring about. | Create a [question with dynamic options](https://help.salesforce.com/s/articleView?id=service.messaging_components_dynamic_options.htm&release=264.0.0&type=5 "To quickly locate the record that a customer is inquiring about, let service reps send customers a question with a dynamic list of records to choose from. For example, ask customers to choose from a list of their recent orders or cases. Create your question and options in Setup, and then add a flow that service reps run to send the question to customers in a messaging session.") component that shows the customer a list of their recent orders to choose from. | Run a flow to send the component. | | Find an open appointment time that works for the customer. | Create a [time selector](https://help.salesforce.com/s/articleView?id=service.messaging_components_time_selector.htm&release=264.0.0&type=5 "Prompt customers to select from a list of time slots during messaging sessions. For example, ask customers to select a time for a service visit or delivery. Create a time selector messaging component, and then link it to a flow and an Apex class. Service reps run the flow to send the time selector to a customer, and the Apex class provides the list of time slots.") component that shows the customer a list of available time slots to choose from. | Run a flow to send the component. | | At the end of a messaging session, automatically send a link to a customer satisfaction survey. | Create an [auto-response](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5 "Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends.") component that includes a personalized survey link. | No service rep action needed. In the settings of an Enhanced Chat channel, admins select an auto-response component in the Conversation Acknowledgment, Start Conversation, Inactive Conversation, and End Conversation fields. The appropriate component is sent automatically when the customer sends an opening message, the service rep joins, the session is marked inactive, or the session ends. | | Quickly gather information from customers by having them respond to a series of questions. | Create a [form](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&release=264.0.0&type=5 "To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information.") component that generates a record, such as a contact or work order, from a customer’s responses. | Use the messaging component action in the messaging window to select and send the component. | | Request payments using Apple Pay. | Create an Apple [payment](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment.htm&release=264.0.0&type=5 "Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay. ") component that sends customers a payment request. | Run a flow to send the component. | | Verify a customer’s identity using a third-party authentication provider such as Google. | Create an [authentication](https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&release=264.0.0&type=5 "Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google. ") component that prompts customers to log into Google. | Use the messaging component action in the messaging window to select and send the component. | | Share an external app in messaging sessions, such as your company mobile app. | Create a [custom](https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&release=264.0.0&type=5 "Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat. ") component that lets customers access your mobile app’s functionality, such as product browsing, from within the messaging session. | Use the messaging component action in the messaging window to select and send the component. | | Send automated messages to notify customers about case updates, product shipments, or something else. | Create a [notification](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5 "Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.") component that a flow sends to customers when certain criteria are met. | No service rep action needed. Admins create a flow that sends the component when specific criteria are met. | Create and manage messaging components on the Messaging Components page in Setup. - **[Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5)** With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type. - **[Get to Know the Messaging Component Builder](https://help.salesforce.com/s/articleView?id=service.messaging_components_builder.htm&release=264.0.0&type=5)** The Messaging Component Builder is your workshop where you can customize and preview all types of messaging components. Learn where and how to get things done in the Builder. - **[Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&release=264.0.0&type=5)** Before creating messaging components for service reps to send in messaging sessions, review important considerations. - **[Create and Send Enhanced Links in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm&release=264.0.0&type=5)** An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat. - **[Create and Send Questions with Static Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_static_options.htm&release=264.0.0&type=5)** Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat. - **[Create and Send Questions with Dynamic Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_dynamic_options.htm&release=264.0.0&type=5)** To quickly locate the record that a customer is inquiring about, let service reps send customers a question with a dynamic list of records to choose from. For example, ask customers to choose from a list of their recent orders or cases. Create your question and options in Setup, and then add a flow that service reps run to send the question to customers in a messaging session. - **[Create and Send Time Selectors in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_time_selector.htm&release=264.0.0&type=5)** Prompt customers to select from a list of time slots during messaging sessions. For example, ask customers to select a time for a service visit or delivery. Create a time selector messaging component, and then link it to a flow and an Apex class. Service reps run the flow to send the time selector to a customer, and the Apex class provides the list of time slots. - **[Create and Send Auto-Response Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auto_response.htm&release=264.0.0&type=5)** Create a text or link response that’s sent automatically when a customer initiates a messaging session, a service rep joins, a customer stops responding, or a session ends. - **[Create and Send Secure Forms in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&release=264.0.0&type=5)** To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information. - **[Create and Send Authentication Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&release=264.0.0&type=5)** Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google. - **[Create and Send Payment Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment.htm&release=264.0.0&type=5)** Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay. - **[Share External Apps in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&release=264.0.0&type=5)** Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat. - **[Add Custom Messaging Components to a Third-Party Messaging Channel](https://help.salesforce.com/s/articleView?id=service.messaging_components_custom_surface.htm&release=264.0.0&type=5)** Customize the out-of-the-box Messaging surface so that an AI agent can render custom messaging components—such as forms—in legacy chat and third-party messaging channels, alongside the out-of-the-box response formats. - **[Add Dynamic Content to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_formulas.htm&release=264.0.0&type=5)** When you create messaging components for service reps to use in enhanced Messaging channels or Enhanced Chat, you can use formulas to add dynamic, session-specific content to the component. - **[Translate Messaging Components into Your Customer’s Language](https://help.salesforce.com/s/articleView?id=service.messaging_components_translate.htm&release=264.0.0&type=5)** Show messaging components in a customer’s preferred language with the help of Translation Workbench. For example, when you send a French-speaking customer a question with three options, show the question and options translated into French. - **[Add Images to Messaging Components with Constants, Parameters, and Formulas](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_parent.htm&release=264.0.0&type=5)** Many types of messaging components can include images, such as enhanced links, forms, and questions with options. Images in messaging components give your customers helpful visual cues, reinforce company branding, and add some color—literally and figuratively—to everyday service interactions. Learn how to control which images are shown in a messaging component that a service rep or bot sends to a customer. <!-- document id=c7be29dd48808a92f720e1b60b7a9ee0a866db8e92f54815b96e65cb63166328 url=/admin/current/en-us/service/264-0-0/hr_svc_internal_dept_transfer.md --> # Internal Departmental Transfer Deploy this template to standardize the process of transferring an employee to a new department, initiated either by a Manager or an HR Fulfiller. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Subject, Case Origin, Transfer Candidate, New Job Title, New Department, New Work Location, New Cost Center, Effective Date, Reporting Manager, Transfer Reason, Supporting Offer Letter. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=5a386bd89ae1b25fcc5cf7d079a24e52e07bf2ff18ea2ebb9be3a24b25b9a8f8 url=/admin/current/en-us/service/264-0-0/voice_barge_in.md --> # Interrupt a Voice Call with Supervisor Barge-In To quickly respond to a rep's flag or to deescalate an ongoing voice call, barge in and take over the call. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23551e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23551e69 ">To open Command Center for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23551e69 ">Salesforce Voice Contact Center Supervisor</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23551e69 ">To barge in to a voice call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23551e69 ">Salesforce Voice Contact Center Rep (Partner Telephony)</td> </tr> </tbody> </table> 1. Open Command Center for Service. 2. From the Service Reps tab, expand a call, and click **Monitor**. ![Monitor button in Command Center for Service highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_monitor_call.png) 3. Click **Listen In**. 4. Click **Barge In**. When a supervisor barges in to a call, the rep is notified but the customer isn’t. <!-- document id=88c17a85a5e5a3694c4fa54e7d9acae39bf06d843865a8c3226b058c9e52ad7d url=/admin/current/en-us/service/264-0-0/workforce_engagement_about_intraday_management.md --> # Intraday Management Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54020e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">To view, create, and edit workload histories, intelligent forecasts, and to view and create capacity plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">Workforce Engagement Analyst or Workforce Engagement Planner</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">To view, create, and edit shifts and shift segments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">Workforce Engagement Planner</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">To receive email notifications from Intraday Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e58 ">Workforce Engagement Agent</td> </tr> </tbody> </table> The Intraday Management dashboard has two views: The Data Graph View and the Team Management View. The Data Graph View shows you over or understaffing throughout the business day. The Team Management View lets you resolve those staffing gaps and shift adherence issues by adjusting the schedule. Interaction with these views and other Intraday Management features depends on whether you’re working in an Omni-Channel queue-based routing workflow or a non-Omni workflow. | Feature | Omni-Channel Queue-Based Routing Workflow | Non-Omni Workflow | | --- | --- | --- | | Data Graph View | X |   | | Team Management View | X | X | | Real-Time Adherence | X |   | | Automated Email Notifications | X | X | Customers in an Omni-Channel queue-based routing workflow base their Intraday Management dashboard on a capacity plan. Customers in a non-Omni workflow base their Intraday Management dashboard on a service territory. ## Monitor Staffing with the Data Graph View You can use the Data Graph View if you’re using an Omni-Channel queue-based routing workflow. Customers using this workflow select a capacity plan as the basis of the view. The capacity plan must meet the following criteria: - It was built in an Omni-Channel queue-based routing workflow - It’s a short-term plan - If launching the dashboard for the first time, the plan must contain data that covers at least the next 24 hours. You can view up to 24 hours worth of data, defined by the time zone in your operating hours. Filter the information by job profile, time, or date to focus on areas for schedule improvement. An active Data Graph View shows four pieces of information. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54020e219">Graph Key</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54020e222">What It Tells You</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Graph Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e219 ">Scheduled</td> <td data-label="What It Tells You" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e222 "> <p>How many agents are assigned to a shift that meets the criteria:</p> <ul> <li>Is published</li> <li>Is assigned to an agent</li> <li>At the time period on the graph, it contains either a shift segment with the Work category or doesn’t contain a shift segment. Parts of a shift that contain a shift segment with the Non-Work or Break categories are excluded from scheduled capacity.</li> </ul> </td> </tr> <tr class=""> <td data-label="Graph Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e219 ">Forecasted</td> <td data-label="What It Tells You" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e222 ">The recommended number of agents to schedule.</td> </tr> <tr class=""> <td data-label="Graph Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e219 ">Overstaffed</td> <td data-label="What It Tells You" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e222 ">Filter by job profile to see the overstaffing numbers. Hover over a bar to see how many agents to reassign to a different shift.</td> </tr> <tr class=""> <td data-label="Graph Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e219 ">Understaffed</td> <td data-label="What It Tells You" class="slds-cell-wrap" style="vertical-align:top;" headers="d54020e222 ">Filter by job profile to see which areas are understaffed. Hover over a bar to see how many agents are needed.</td> </tr> </tbody> </table> ## Resolve Staffing Gaps with the Team Management View View each agent’s schedule broken down by shift segments or tasks. Shift segments are color-coded by type of activity. You can then change an agent’s shift segment if you’re over- or under-staffed in a particular area. - The Data Graph View shows that you’re understaffed for a particular job profile, such as phone calls. Look for agents who are working in a different job profile, and change their shift segment type to phone calls. - The Data Graph View shows that you’re overstaffed for a particular job profile, such as emails. Choose a few agents who are currently assigned to the Email shift segment type, and reassign them to a different job profile. - An agent is supposed to be working on emails, but the Team Management View shows that they’re out of adherence. The agent tells you they’re wrapping up a live chat with an important customer. You adjust their schedule to give them 10 more minutes of live chat time. After adjusting an agent’s shift or shift segment, the Team Management View is updated automatically. Manually refresh the Data Graph View to see it reflected there. Agents are notified when a new shift is assigned to them, a shift’s job profile changes, or a shift segment on an assigned shift changes. - **[Real-Time Adherence](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_real_time_adherence.htm&release=264.0.0&type=5)** Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary. - **[Email Notifications for Intraday Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management_notifications.htm&release=264.0.0&type=5)** Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile. - **[Admin Checklist for Intraday Management Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intraday_management.htm&release=264.0.0&type=5)** Before your planners can launch and use the Intraday Management dashboard, configure Workforce Engagement for Intraday Management. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow. - **[Create Your Intraday Management Dashboard](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intraday_management.htm&release=264.0.0&type=5)** After you build your Intraday Management dashboard, you refresh it each morning for the current business day’s data. <!-- document id=940907e9a8fe5e231bccb2083e2cf3cfefe75d6fa2ec07b1cc85f1091c80767a url=/admin/current/en-us/service/264-0-0/workforce_engagement_intraday_management_dashboard_overview.md --> # Intraday Management Dashboard Overview Review rep’s shifts, staffing levels, and resource absences for the selected day. The Intraday Management page displays a list of agents, shifts, and resource absences. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> ## Staffing Metrics The dashboard displays three staffing metrics: | Metric | Description | | --- | --- | | Scheduled Staffing | Count of shifts at a specific hour | | Required Staffing | Pulled from the selected Capacity Plan | | Net Staffing | Delta between Scheduled Staffing and Required Staffing | Net Staffing indicates your staffing status for the hour: - A positive value indicates overstaffing. - A value of zero indicates that staffing meets the requirement. - A negative value indicates understaffing. ## Shift Activities Shift activities provide a breakdown for each shift. The following shift segment types display a default color: - Break: Scheduled rest time during the rep’s shift. - Work: Scheduled time for handling customer interactions and work activities. - Non-work: Scheduled time for activities outside of direct customer work, such as training, meetings, or administrative tasks. ## Time Zone The dashboard shows each rep’s time zone settings. It updates the rep’s time across shifts, resource absences, and the staffing grid. <!-- document id=842e0a6b7f7e75a678c9209b8c00888db14b6ea4a02844981c52bec13ba47c93 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_txn_audit.md --> # Inventory Transaction Audit Trail Maintain data integrity and visibility across asset-based inventory by using an automated double-entry transaction engine. By separating physical stock movements from state-bucket changes, IT Hardware Asset Management tracks inventory transitions while preserving auditability for finance reconciliations and compliance investigations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Dual-Ledger Data Model: PIT vs. PIAT To support granular asset tracking across lifecycles, the inventory engine automatically logs quantitative changes by using two platform objects: - **Product Item Transaction (PIT):** Standard object that tracks physical inventory movement in and out of a location by recording changes directly to **Quantity On Hand**. - **Product Item Additional Transaction (PIAT):** Standardized object that tracks internal status shifts within state buckets, including **Quantity Allocated**, **Quantity Soft Reserved**, **Quantity Damaged**, and **Quantity On Hold**. ## Asset Location & Product Item Hierarchy - **Location:** Base site record configured with **Usage Type** set to **Asset-based**. - **Product Item:** Represents inventory stored at a specified location. ## Transaction Engine Architecture Quantitative stock changes on a Product Item split into two specialized transaction objects based on movement type: | Object Record | Inventory Metric Tracked | Transaction Scope | | --- | --- | --- | | Product Item Transaction (PIT) | Quantity On Hand | Records physical stock increases or decreases moving in and out of the location. | | Product Item Additional Transaction (PIAT) | State Quantity Buckets | Logs internal state shifts, including Quantity Allocated, Quantity Soft Reserved, Quantity Damaged, and Quantity On Hold. | ## Polymorphic Lookup Association Both PIT and PIAT ledger entries use the polymorphic lookup field **RelatedRecord** to link inventory transactions back to the originating operational record: - Asset Activity - Fulfillment Order Line Item - Return Order Line Item - Product Transfer - Inventory Item Reservation **Inventory transaction relationships** ![Diagram showing how PIT and PIAT ledger entries relate to originating operational records through the RelatedRecord polymorphic lookup.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_asset_mgmt_inv_rlshp.png) ## Movement Transactions Physical updates alter total inventory counts at a location or transfer hardware between locations. These actions generate a **Product Item Transaction (PIT)** entry to update **Quantity On Hand**. - _Examples:_ Receiving a vendor shipment, dispatching a product transfer to a stockroom, or marking an asset as disposed. ## State Change Transactions Internal status changes shift inventory between operational states without moving physical stock out of a location. These actions generate a **Product Item Additional Transaction (PIAT)** entry to update designated state quantity buckets. - _Examples:_ Soft-reserving inventory for a request, allocating stock to an order, or marking stock as defective. ## Formula Fields and Audit Behavior Calculated inventory fields, such as **Quantity Available**, don’t directly generate transaction records when values change. Because **Quantity Available** is a formula field derived from **Quantity On Hand** minus state allocations, PIT and PIAT ledger entries fully capture underlying changes. Double-entry transaction records preserve complete audit trails. <!-- document id=dbaabfc4d6a96460f1e58755479f1df488229321d0c08b772d43cb8db493b693 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_txn_triggers.md --> # Inventory Transaction Triggers and System Limits Review lifecycle rules, record creation logic, and system boundaries for the inventory transaction engine in IT Asset Management. ## Lifecycle Trigger Rules When an automated lifecycle workflow or user edit alters product item quantities, the system automatically evaluates modified fields. It logs transactions across two platform objects: - **Product Item Transaction (PIT):** Records physical stock changes to **Quantity On Hand**. - **Product Item Additional Transaction (PIAT):** Records internal state bucket changes (**Quantity Allocated**, **Soft Reserved**, **Damaged**, and **On Hold**). Inventory Transaction Triggers | Lifecycle Event | Ledger Object | Transaction Type | Quantity Impact | State Affected | Related Record | | --- | --- | --- | --- | --- | --- | | Manual edit to Quantity On Hand | PIT | Adjusted | +X or -X | N/A | None (User ID) | | Fulfillment line item delivered (non-serialized) | PIT | Consumed | \-X | N/A | Fulfillment Order Line Item | | Return line item received (non-serialized) | PIT | Replenished | +X | N/A | Return Order Line Item | | Product transfer received (Destination) | PIT | Transferred | +X | N/A | Product Transfer | | Product transfer sent (Source) | PIT | Transferred | \-X | N/A | Product Transfer | | Asset status changed to disposed | PIT | Consumed | \-1 | N/A | Asset Activity | | Reserve inventory | PIAT | Reserved | +X | Soft Reserved | Inventory Item Reservation | | Cancel reservation | PIAT | De-Allocated | \-X | Soft Reserved | Inventory Item Reservation | | Asset associated to order (FOLI or PT) | PIAT | Allocated | +X | Allocated | Fulfillment Order Line Item or Product Transfer | | Fulfillment line item sent | PIAT | Outbound Shipped | +X | In Transit | Fulfillment Order Line Item | | Fulfillment line item received | PIAT | Delivered | \-X | In Transit | Fulfillment Order Line Item | | Return line item sent | PIAT | Inbound Shipped | +X | In Transit | Return Order Line Item | | Return line item received | PIAT | Order received | +X | On Hold | Return Order Line Item | | Product transfer sent | PIAT | Transferred | +X | In Transit | Product Transfer | | Product transfer received | PIAT | Transferred | \-X | In Transit | Product Transfer | | Found damaged or put on hold | PIAT | Adjusted | +X | Damaged or On Hold | Product Item | ## System Limits and Considerations **Forward-Looking Ledger Generation** Automated PIT and PIAT ledger generation applies forward-looking tracking only. Stock movements or state shifts occurring before feature enablement don’t generate corresponding transaction records. **Historical Timeline Reconstruction** The system doesn’t create ledger records retroactively for historical movements. Construct audit timelines before feature enablement by querying historical **Product Transfer** and **Asset Activity** records directly. <!-- document id=353476f3cffff9068263bf378f8a3646d817089fe7953b5648fa1c81e5bd0c6e url=/admin/current/en-us/service/264-0-0/fs_create_product_transfers_mobile.md --> # Inventory Transfers in the Mobile App With a few taps, mobile workers can update product transfers in the app. Before you can use product requests to transfer inventory, make sure that service resources can access and receive product transfers in the Field Service mobile app. Product transfers track the movement of inventory from one field service location to another. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24089e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">To customize page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 "> <p>To view and create product transfers:</p> <p style="margin-bottom:0;">To create product transfers for products that support serial numbers:</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">Read and create on product transfers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">To send product transfers for products that support serial numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">Read on product items AND Read on serialized products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">To receive product transfers for products that support serial numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">Read on product items AND Read on serialized products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">To mark product transfers received:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24089e72 ">Edit on product items</td> </tr> </tbody> </table> Check that Salesforce is configured to use product transfers in the mobile app. Then get started receiving product transfers so that you can track inventory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To show product transfers in the mobile app, edit the Location page layouts assigned to mobile users. Add the Product Transfers Destination related list. After you add the related list, product transfers are shown in the Inventory tab in the mobile app. Make sure that users have permission to view product transfers. Product transfers are shown only if the destination location of the product transfer is the location linked to the service resource. Child locations, for example multiple locations, aren’t supported. 1. In the mobile app, go to Inventory and locate the Product Transfers section. If you don't see product transfers, check the page layouts assigned to mobile users. On Android, the Product Transfers tab is shown only if a location is linked to the location of the service resource. 2. For each product transfer that you want to update, tap **Scan** or **Receive**. 3. Select the quantity of products received, and save your changes. After you save the changes, received product transfers appear in the Received Product Transfers section of the Product Transfers page. This action can't be undone. When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn more, see [Guidelines for Transferring Inventory](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&release=264.0.0&type=5 "Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records."). <!-- document id=cf4fe9b7d4d6ae4db87c12dbc9561c0f33114c5fe732323acd11e827a4fbebd0 url=/admin/current/en-us/service/264-0-0/omnichannel_use_flow_to_route.md --> # Invoke an Omni-Channel Flow to Route Non-Real-Time Objects To route non-real-time objects, such as cases, leads, and custom objects, define the routing logic in an Omni-Channel flow, and then invoke the flow from a parent flow based on your business rules. For example, to trigger the flow to run when cases are created, add it as a subflow in a record-triggered flow. Or, to perform a custom transfer process, add it as a subflow in a screen flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To show you one method for invoking an Omni-Channel flow for a non-real-time object, let’s look at how to use a record-triggered flow to invoke an Omni-Channel flow to route cases. To route cases in Email-to-Case, use an Omni-Channel flow instead of a record-triggered flow. 1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation. 2. Click **New Flow**. ![New Record Triggered Flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_route_case.png) 3. Click **Record-Triggered Flow**, and then click **Create**. 4. In Object, select the non-real-time object. For example, to route cases, enter Case and select it. 5. In Trigger the Flow When, select when to trigger the subflow. For example, to route the case when it’s created, select **A record is created**. 6. Click **Done**. The record-triggered flow appears in the Flow Builder canvas. ![The flow contains the Start and End elements.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_record_triggered_flow_case_routing.png) 7. Add a Subflow element to the flow by dragging the Subflow element from the Elements toolbox or clicking **+** in the flow. 8. In the New Subflow window, select the Omni-Channel flow. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To prevent a warning from appearing when you save the record-triggered flow, activate the Omni-Channel flow before adding it as a subflow. 9. Enter the label and API name for the subflow element. 10. In Select Input Values, select the case record ID in the recordId field. ![The subflow receives the case record ID as input.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_record_triggered_flow_omniflow_subflow.png) 11. Click **Done**. 12. To connect the elements in the flow, drag the Start element onto the Subflow element. ![The line between the elements shows that they are connected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_record_triggered_flow_omniflow_with_subflow.png) 13. Save the record-triggered flow. <!-- document id=8e0413a4ebd4fe71fa2a8dd52c991baf2b64faba1e5ada696a73fe6422da8ae0 url=/admin/current/en-us/service/264-0-0/macros_irreversible_macros.md --> # Irreversible Macros Some macros perform actions that can’t be undone, such as sending outbound emails to customers or updating a case status. A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To help you identify irreversible macros, look for these icons. - In Salesforce Classic: ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_icon_lightening_bolt.png) - In Lightning Experience: ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/warning16.png) If you don’t have the Manage Macros Users Can’t Undo permission, you can still create and edit macros that don’t contain instructions for performing irreversible actions. Just make sure that you have create and edit permission on the macro object. <!-- document id=60da5d29ee2e3d8beafd1fc00ece5c2edb49438be47214f83f62d35df747d72b url=/admin/current/en-us/service/264-0-0/faq_console_is_the_console.md --> # Is the Agent console the same thing as the Salesforce console? No. The Salesforce console improves on the Agent console by providing you with more advanced options and technologies. <!-- document id=6eba85bf49b9d06fe428ab3304714c9fb7feebceb74f30926d41403c80116343 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_issue_mgmt_parent.md --> # Issue Management for IT Compliance Log, track, and resolve compliance gaps that surface from failed control tests, asset misconfigurations, missed policy acknowledgments, or audit findings. Link each issue to the source record, assign an owner, and confirm remediation through an action plan governed by SLA policies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Issue Management Tasks Issue Management connects each compliance gap to the source control, policy, regulation, audit, or risk that surfaced it, and tracks the issue through a consistent set of statuses. - Log issues from control failures, unacknowledged policies, audit findings, processes, or incidents and link each issue to the source record. - Apply service level agreements (SLAs) that escalate when remediation deadlines slip. - Break complex fixes into action plans with assignable tasks using action plan templates. - Move issues through a consistent resolution lifecycle, such as Draft, Open, Remediation in Progress, Review, and Closed. - **[Set Up Issue Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_issue_mgmt.htm&release=264.0.0&type=5)** Enable Issue Management to track and remediate compliance gaps. Configure issue types, SLA policies, and action plan templates, and grant access to users who log, work on, and audit issues. - **[Work with Issue Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_work_with_issue_mgmt.htm&release=264.0.0&type=5)** Track compliance issues from logging through closure. Use action plans to coordinate remediation, evidence to support closure, and SLA milestones to keep work on schedule. <!-- document id=12c4af67c5784a6fe4deaa42329de35574c59c627417b6ad97609849e42703f2 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_build_cmdb_discovery.md --> # IT Admin Builds a CMDB with Discovery Use Discovery to help an IT admin build a trustworthy configuration management database (CMDB) by inventorying configuration items (CIs) and their dependencies in a controlled portion of the IT environment. ## Use Case at a Glance **Persona:** An IT admin responsible for configuration data, Discovery coverage, and CMDB quality **Job to be done:** Discover assets, identify them consistently, create or update configuration items, and expose useful relationships without relying on manual inventory entry **Starting point:** CMDB and Service Graph are provisioned, and Asset Discovery is available in Salesforce Go. **Successful outcome:** A defined pilot scope produces current CIs without duplicates, with traceable sources and sufficient relationship data to support impact analysis. Use this scenario to choose an initial Discovery scope, validate the resulting records, and determine when the data is reliable enough to expand. Follow the linked Help topics for detailed provisioning, installation, credential-management, and target-configuration procedures. ## Before You Begin Confirm that CMDB and Service Graph are provisioned, CMDB and Asset Discovery are enabled, and the admin has the required access. See [Set Up Discovery using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_salesforcego.htm&release=264.0.0&type=5 "Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow.") for the activation process. ## Define a Trustworthy Pilot Start with one inventory question and one bounded environment. For example, discover workstations in one office, servers in one subnet, remote endpoints in one pilot group, or selected cloud resources. A smaller scope makes identification, coverage, and relationship errors easier to detect before they affect the broader CMDB. | **Pilot Decision** | **Question** | **Evidence of Readiness** | | --- | --- | --- | | CI scope | Which CI types support the first operational use case? | Required types and attributes exist in **CI Type Manager**. | | Discovery method | For end-user devices, can Microsoft Intune or Jamf Pro supply the inventory? For other assets, do you need agentless scans or endpoint agents? | The selected source matches how those devices are already managed. Intune, Jamf, or the chosen scan method is entitled and reachable. | | Identity | Which stable attributes distinguish one CI from another? | Identification rules use values such as serial number or MAC address. | | Ownership | Who reviews newly discovered or changed records? | A named data owner can investigate exceptions and gaps. | | Success measure | What proves that the pilot is useful? | Coverage, freshness, duplicate rate, required attributes, and relationship completeness have acceptance criteria. | Discovery can populate CMDB from network, endpoint, virtual, cloud, and supported management-system sources. For a first end-user device inventory, start with Microsoft Intune or Jamf Pro. Those integrations pull managed Windows, macOS, and mobile devices from systems customers already use. Use agentless or agent-based scans when the target isn’t in Intune or Jamf. Select only the methods that match the environment and entitlements. See [Discover Devices from Microsoft Intune](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_intune_int.htm&release=264.0.0&type=5 "Discover devices managed in Microsoft Intune and synchronize key inventory data into CMDB. Keep Windows and mobile configuration items accurate and current by aligning CMDB records with Intune device data. Use Intune discovery to support reliable asset tracking and downstream IT service workflows that depend on trusted device information.") and [Discover Devices from Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_overview.htm&release=264.0.0&type=5 "Discover Mac computers and mobile devices managed in Jamf Pro, and synchronize key inventory data into CMDB. Keep computer and mobile configuration items accurate and current by aligning CMDB records with Jamf Pro device data. Use Jamf discovery to support reliable asset tracking and IT service workflows that depend on trusted device information."). For how Discovery and CMDB work together, see [How CMDB and Discovery Work Together to Improve Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_discovery_flow.htm&release=264.0.0&type=5 "Understand how Configuration Management Database (CMDB) and discovery integrate to automate asset tracking, reduce data entry, and keep configuration data current across your IT environment."). ## Define Identification Rules Before You Scale Define CI types and the attributes that the pilot requires before trusting scan results. Identification rules determine whether incoming data updates an existing CI or creates a new one. Incorrect or missing identifiers can create duplicate records, update the wrong asset, and weaken relationships and reporting. Use stable identifiers that the selected source reliably supplies. Test representative assets that are new, already known, renamed, or reported by more than one source. Confirm that repeated scans update the intended CI instead of creating another record. See [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated.") for the canonical matching behavior. Identification is not a general source-precedence or duplicate-merging engine. If sources disagree, investigate the source data and modeling decision rather than assuming that CMDB automatically selects a surviving value or merges existing duplicates. ## Discover and Validate the First Assets Choose the collection method based on reachability. Agentless Discovery uses a Discovery Application on a Windows host, stored credentials, targets, probes, and scan jobs. Agent-based Discovery extends coverage to Windows, macOS, or Linux endpoints that aren't consistently reachable through network scans. If the pilot manages laptops, Macs, or mobile devices, create an Intune or Jamf discovery target instead of starting with a network scan. Intune and Jamf run through Salesforce Flow and a registered connection. Each run creates or updates CIs from the MDM inventory. Review field mappings and identification rules before the first sync so devices match existing CIs instead of creating duplicates. For each target, keep the initial scope narrow, choose the appropriate credentials and probe, and run the scan under the team's security practices. For more information about detailed installation and target procedures, see: - 652868910280820633232821670507601149851513188037[Agentless Discovery for Scanning IT Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agntlss_disc_overview.htm&release=264.0.0&type=5 "Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data.") - [Agent-based Discovery for Extended Device Coverage](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agents.htm&release=264.0.0&type=5 "Use agent-based discovery to identify and track assets across environments that require installed monitoring. Discovery agents run on individual hosts to collect detailed hardware and software inventory, ensuring continuous and accurate updates to your Configuration Management Database (CMDB).") - [Discover Devices from Microsoft Intune](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_intune_int.htm&release=264.0.0&type=5 "Discover devices managed in Microsoft Intune and synchronize key inventory data into CMDB. Keep Windows and mobile configuration items accurate and current by aligning CMDB records with Intune device data. Use Intune discovery to support reliable asset tracking and downstream IT service workflows that depend on trusted device information.") - [Discover Devices from Jamf Pro](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_jamf_overview.htm&release=264.0.0&type=5 "Discover Mac computers and mobile devices managed in Jamf Pro, and synchronize key inventory data into CMDB. Keep computer and mobile configuration items accurate and current by aligning CMDB records with Jamf Pro device data. Use Jamf discovery to support reliable asset tracking and IT service workflows that depend on trusted device information.") Review the scan as a data-quality checkpoint rather than treating completion as success. Compare discovered totals with expected inventory, inspect failed discoveries, and review assets under **All**, **New**, and **Updated**. Confirm that required fields are populated and that repeated scans update existing records. See [Monitor and Review Scan Jobs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_monitor_scanjob.htm&release=264.0.0&type=5 "Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date.") for the canonical scan-result sections. ## Connect Configuration Items into a Service View Inventory becomes operationally useful when teams can understand dependencies. Discovery creates or updates configuration items. It does not create those relationships automatically. After the scan or MDM sync finishes, open Process Manager and run a Process Job to connect the discovered CIs—for example, an application that runs on a server or a workstation that connects through a network device. Validate relationship direction and remove links that don’t represent the actual environment. See [Process Manager for Analyzing Discovery Data](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_manager.htm&release=264.0.0&type=5 "Turn discovered configuration items into dependency-aware views with Process Manager. Process jobs connect applications, infrastructure, cloud resources, software, and virtualized environments in Configuration Management Database (CMDB).") and [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). Use **Service Graph** to inspect upstream and downstream connections, assess change or outage impact, and identify missing links. A graph layout controls what appears; it doesn't create relationships that aren't recorded in CMDB. See [Visualize Configuration Item Relationships with Service Graph](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_service_map.htm&release=264.0.0&type=5 "Use Service graph to view how a Configuration Item (CI) connects to other assets across your IT landscape. The visual map helps teams assess impact, identify dependencies, and troubleshoot issues faster. You can also use predefined or custom service graph layouts to focus on specific perspectives of a service."). Use Service Graph after Process Jobs have written the relationships you expect to see. The adoption milestone occurs when a service team can use the pilot data to answer a practical question, such as which systems depend on an affected server. That requires Process Jobs to have created the relationships, not only a completed scan. A large CI count without stable identity, current attributes, and useful relationships is inventory volume rather than CMDB adoption. ## Monitor Data Quality and Expand Discovery Record a baseline after the first successful scan: expected assets, discovered assets, new and updated CIs, failures, duplicates, missing required attributes, and validated relationships. Choose scan or agent intervals that match how quickly the environment changes instead of describing all Discovery data as real time. Expand to another subnet, endpoint group, CI type, or source only after the current pilot meets its acceptance criteria. Continue monitoring source activity, first and latest discovery timestamps, CI history, scan outcomes, coverage, and freshness. For the canonical Discovery sequence and processing behavior, see [Learn the Discovery Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_lifecycle.htm&release=264.0.0&type=5 "Learn how discovery scans, identifies, and processes asset data to keep your CMDB accurate and complete. The discovery lifecycle defines the end-to-end flow from detecting assets to updating configuration items in CMDB. Understanding this flow helps you plan scan schedules, troubleshoot data gaps, and maintain visibility across your IT environment."). <!-- document id=dceac526f4c1aad0da54222ce9c0090e28a05347c2c9452dd1ddd10fcd16f11c url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_track_activity.md --> # IT Asset and Configuration Item Synchronization Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Automated bidirectional updates eliminate manual reconciliation and ensure your IT reps work with accurate records. ## Operational Precedence and Source of Truth To coordinate dataflow without creating duplicate records, synchronization uses field mapping and field-ownership rules. Every mapped field connects with a single designated source of truth. The asset repository or the configuration management database (CMDB) defines which platform takes precedence. ## Recommended Authoritative Field Mappings Field ownership configurations align with the operational strengths of each data repository. | Data Category | Authoritative Platform | Operational Fields and Sourcing Impact | | --- | --- | --- | | **Financial & Contractual Lifecycle** | Asset | Tracks asset procurement, financial depreciation, and ownership assignments. Mapped values include **Assigned To**, **Cost Center**, **Location**, and **Status**. | | **Technical & Operational Discovery** | Configuration Item (CMDB) | Tracks properties discovered through network scanning. Mapped values include **Hostname**, **IP Address**, **Operating System Version**, and hardware parameters. | ## Infinite Loop Prevention Because modifications flow bidirectionally between records, updating an asset can trigger a configuration item modification. This change publishes a platform event that updates the asset record again. To prevent infinite update loops, the framework uses explicit source attribution rules. When a change originates in the repository, the outbound synchronization engine tags the update with a tracking identifier. If the engine detects this self-originated tracking tag, it drops the event. This action breaks the background processing cycle. When the configuration management system processes the update, the system maintains the source indicator string. The framework continually evaluates incoming payloads. If the engine detects the tracking value, it identifies the transaction as self-originated and drops the event. ## Sync Log Audit Structures System warnings and transaction errors populate the Configuration Management Item Sync Log (`CnfgMgmtItemSyncLog`). These entries provide clear troubleshooting metrics directly in the setup console and eliminate inspecting raw engineering data. ## Key Fields for Troubleshooting and Auditing Each log entry exposes essential operational metadata to isolate synchronization issues: - **Log Title**: Shows a high-level summary of the transaction status. - **Log Description**: Provides granular error data, delta properties, and suggestions for resolution. - **Status**: Identifies the context category, such as **Success**, **Warning**, **Error**, or **Action Required**. - **Related Object and Configuration Item ID**: Links to the specific asset record or unique identifier causing the mapping conflict. - **Log Timestamp**: Shows an immutable marker of the exact date and time that the event occurred. ## Common Synchronization Exceptions and System Outcomes Reps frequently encounter these synchronization scenarios during system updates: - **Multi-Asset Matches**: If a discovery scan maps an incoming configuration item to multiple asset records, the framework halts the transaction. The engine generates an alert instructing the admin to resolve duplicate records. - **Missing Mandatory Fields**: If an incoming event initiates creation of an asset record but lacks required attributes, the engine creates a locked asset shell. The log sets the status to **Action Required** to prompt manual remediation. - **Unmapped Picklist Values**: If an operational state changes within the configuration management database, but the text value lacks a defined translation rule, the engine skips the update. This path preserves asset record data integrity across both systems. #### See Also - [View an Asset's Lifecycle History](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_view_lifecycle.htm&release=264.0.0&type=5 "Track the complete chronological journey of an IT asset. Maintain an accurate audit trail and preserve a clean chain of custody. The asset timeline records significant events directly on the asset record. These events include fulfillments, returns, and stockroom transfers.") <!-- document id=a62d1b705538bcd324c28c4ba7d7792db2b7fb13107ef1fd8e2d53293756800b url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_personas.md --> # IT Asset Management Key Personas Review IT Hardware Asset Management personas to understand their key tasks and responsibilities for stockroom logistics, hardware fulfillments, compliance, and financial lifecycles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Persona | Key Tasks and Responsibilities | | --- | --- | | IT Asset Manager | Responsible for the financial lifecycle, compliance, and governance of hardware. This persona runs bulk lifecycle actions, runs TCO analytics, initiates disposal orders, and manages Certificates of Disposal. | | Inventory Manager | Handles stockroom logistics, audits physical counts, pulls assets off shelves for fulfillment, handles incoming returns, and ensures accurate stock quantities. | | IT Fulfiller | Reviews incoming service requests, determines the best sourcing path, such as local stock, transfer, or procurement, and oversees the deployment of devices to employees. | | CMDB Administrator | Manages the Configuration Management Database, configuring discovery rules, CI types, and defines the field-mapping and source of truth rules for the Asset-CI sync. | | Employee (Requester) | Acts as the end user who uses the Employee Portal or Agentforce conversational AI to request new hardware, report lost devices, or initiate a refresh. | <!-- document id=b3fb6e6d420dfd9d4e05f9883252490566f3f2accb7dd071530b227d4a43603e url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_key_terms.md --> # IT Asset Management Key Terms Review IT Hardware Asset Management terminology. Understand these terms to track financial lifecycles, manage inventory, and maintain compliance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Term | Description | | --- | --- | | Asset | A platform record representing a specific, physical instance of a product managed by internal IT, tracking its financial lifecycle, ownership, and maintenance. | | Asset Timeline and Asset Activity | A transactional logging entity that chronologically captures all significant lifecycle events, such as transfers, shipments, assignments, and disposals, along with field-level changes to provide a holistic audit trail. | | Certificate of Disposal (CoD) | An official document that the vendor uploads as legal and compliance proof that they securely disposed of or destroyed an asset. | | Configuration Item (CI) | A digital record representing an IT asset or service's technical, operational, and discovery-driven details within the Configuration Management Database (CMDB). | | Disposal Order | A header record representing a request to dispose of one or more assets permanently via a specific third-party vendor and method, such as recycle, shred, or donate. | | Fulfillment Order and Return Order | Objects used to manage the logistics of delivering devices to employees and returning them to a stockroom. These orders replace the internal stockroom-to-stockroom Product Transfer object for employee-facing workflows. | | Product Item | Captures the inventory of a product at a specific location and breaks down the inventory into individual states. | | Product Transfer | Use this option when you require an internal stockroom-to-stockroom transfer before fulfilling the fulfillment order line item (FOLI). | | Product Request Line Item | Use this option when you must purchase the hardware from an external vendor before fulfilling the FOLI. | | Quantity Allocated | Inventory that your IT fulfillers reserve for a specific demand source but haven't shipped yet. This count increases when asset statuses change to Assigned or Reserved. | | Quantity Available | Net inventory ready to fulfill new requests, calculated by subtracting blocked or reserved stock from the total on-hand quantity. | | Quantity Damaged | Inventory containing defective or broken assets that can’t satisfy incoming user requests. | | Quantity Fulfilled | The total count of assigned physical assets tied to a specific fulfillment line item. | | Quantity In Transit | Inventory that a supplier or team shipped, but the destination stockroom hasn't received yet. | | Quantity On Hold | Inventory temporarily withheld from availability, such as reclaimed items awaiting evaluation or assets pending disposal. | | Quantity On Order | Inventory that an external supplier hasn't yet delivered to your stockroom. | | Quantity Remaining | The outstanding balance between requested hardware quantities and fulfilled hardware units. | | Quantity Soft Reserved | Inventory temporarily held to prevent double-booking before warehouse teams pick specific serialized items. | | Serialized vs. Non-Serialized and Consumable | Serialized products track individual items by unique serial numbers. Non-serialized consumables track total inventory volume at a location. | | Shipment | Associate records directly with the fulfillment order and fulfillment order line item to track physical delivery logistics and status after you dispatch the hardware. | | Usage Type | A field on the Location entity used to define how inventory behaves at that site, distinguishing between Field Service locations, which are based on serialized products, and IT Service locations, which are asset based. | <!-- document id=60dd1d37d81f52833164f11895f330fe09b0baddef963bcf62cdd08afaeaa65d url=/admin/current/en-us/service/264-0-0/it_srvcs_automtn_prdctvty_parent.md --> # IT Automation and Productivity Tools Explore and set up automation and productivity tools for IT service that accelerate service delivery and boost IT team productivity. Configure intelligent routing rules, define SLA policies, automate multistep workflows with action plans, and enhance diagnosis using integrated knowledge. Simplify complex workflows using unified catalog, stage management, advanced approvals, automated notifications, and a unified calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Routing and Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_routing.htm&release=264.0.0&type=5)** Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times. - **[SLA Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla.htm&release=264.0.0&type=5)** Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests. - **[Knowledge Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&release=264.0.0&type=5)** Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions. - **[Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_parent.htm&release=264.0.0&type=5)** Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently. - **[IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5)** Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts. - **[Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5)** Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records. - **[Broadcast Communications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms.htm&release=264.0.0&type=5)** Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab. - **[Action Plans for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&release=264.0.0&type=5)** Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery. - **[Advanced Approvals for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_approvals.htm&release=264.0.0&type=5)** Automate and manage complex authorization workflows for key IT service processes, such as incidents, problems, change requests, and releases. Eliminate manual steps and automate the authorization and notification process using sequential, parallel, record-triggered, and autolaunched approval flows. - **[Stage Management for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_stage_mgmt.htm&release=264.0.0&type=5)** Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish. - **[Enhanced Chat for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_setup.htm&release=264.0.0&type=5)** Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team. <!-- document id=427a4c9871da7129c86c5f8ca6785780722dc207a38e8f1f98af538e4c01df7b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_prnt.md --> # IT Cloud and Infrastructure Services Templates Use these templates to manage the lifecycle of cloud infrastructure and technical services. Provide employees with structured intake forms for virtual resources and system modifications, ensuring consistent data capture and automated fulfillment workflows for your IT team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request Database Access](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_db_accss.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request database access. - **[Request Firewall Rule Change](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_firewall.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request firewall rule changes. - **[Modify Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_mdfy_vm.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to make requests for modifying a virtual machine. - **[Provision a Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_prvsn_vm.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to make requests for provisioning a new virtual machine. - **[Reinstall Operating System](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_reinsall_os.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request for device operatin system reinstallation. - **[Request Static IP Allocation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_static_ip_alloc.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a static IP address. - **[Request DNS Record Creation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_dns_rcrd_crtn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the creation of a new DNS record. - **[Request Kubernetes Cluster Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_k8s_clstr_prvsn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the provisioning of a Kubernetes cluster. - **[Request Cloud Storage Bucket Creation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_cloud_bckt_crtn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the creation of a cloud storage bucket. - **[Request Data Backup Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_data_bkup_sync.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the synchronization of data backups between source and destination locations. - **[Request Monitoring Agent Installation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_mntrng_agnt_instln.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the installation of a monitoring agent on an asset. - **[Request Azure Virtual Machine](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_azure_vm.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a development virtual machine. - **[Request Virtual Machine Restart or Reboot](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_vm_rstrt_rebt.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a restart or reboot of a virtual machine. - **[Request Virtual Machine Upgrade](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_vm_upgrd.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request an upgrade to a virtual machine size. - **[Request Virtual Machine Backup Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_vm_bkup_prvsn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the configuration of a virtual machine (VM) backup. - **[Request Server Decommissioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_srvr_dcmsn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request the decommissioning of a virtual machine. - **[Request Site Deletion](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_ntwrk_site_dltn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request site deletion. <!-- document id=ea73945510870330b36d670ad20aa289c03becb8ed5384f3887a75337af1772f url=/admin/current/en-us/service/264-0-0/it_srvcs_it_compliance_parent.md --> # IT Compliance Explore the IT Compliance features that help your team manage regulations, policies, risks, controls, audit evidence, and compliance issues from one Salesforce app. Track regulatory obligations, author and distribute policies, score and monitor risks, design and test controls, collect evidence for audits, and log and remediate compliance issues. Use generative AI to draft policy clauses, summarize risks, and extract requirements from existing documents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Get Started with IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_get_started_compliance.htm&release=264.0.0&type=5)** Before you set up IT Compliance, learn about the workflows, key terms, personas, record relationships, required licenses, and feature prerequisites that frame how your compliance team operates in Salesforce. - **[Regulations and Policies for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_regs_policies_parent.htm&release=264.0.0&type=5)** Capture the external regulations that your organization must follow, author the internal policies that put those regulations into practice, and map regulation clauses to the policy clauses and controls that enforce them. - **[Risk Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_risk_mgmt.htm&release=264.0.0&type=5)** Identify, assess, and mitigate IT threats in a single, unified workspace. Your compliance team can register risks from a curated scenario library, calculate the risk score based on stakeholder evaluations, map mitigating controls and policies, and treat them with predefined action plans. Monitor the organization's risk posture in real time with dashboards, heat maps, and automous background actions. - **[Controls Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_mgmt.htm&release=264.0.0&type=5)** Define the safeguards that enforce your compliance policies and satisfy external regulations. Compliance controls are the practical, testable checks that turn policy intent into measurable protection, mitigate registered risks, and produce the evidence external auditors rely on. - **[Evidence Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_mgmt.htm&release=264.0.0&type=5)** Manage the collection and verification of compliance evidence in a centralized, auditable workspace. Audit teams create evidence requests, subject matter experts fulfill them, reviewers verify the artifacts, and verified evidence is locked for external auditors. - **[Issue Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_issue_mgmt_parent.htm&release=264.0.0&type=5)** Log, track, and resolve compliance gaps that surface from failed control tests, asset misconfigurations, missed policy acknowledgments, or audit findings. Link each issue to the source record, assign an owner, and confirm remediation through an action plan governed by SLA policies. <!-- document id=251c9026572d0556846a9d7e54a208a542e691641a96dae5b026e0b8233fb943 url=/admin/current/en-us/service/264-0-0/it_srvcs_data_cloud_it_compliance_data_kit.md --> # IT Compliance Data Kit The IT Compliance data kit enriches your Data Cloud instance with governance, risk, and compliance data. By ingesting risk, policy, audit, and evidence records, it prepares your compliance data to streamline audit readiness, automate evidence collection, and track remediation progress across your compliance landscape. The IT Compliance data kit unifies your governance and compliance data so you can analyze risk posture, monitor policy lifecycles, and report on audit and evidence activity from a single, connected data model. For each compliance object, the data kit provisions a Data Lake Object (DLO), an Ingestion API, and a Data Model Object (DMO) to ingest and map your data. ## Data Streams The IT Compliance data kit includes multiple data streams across four compliance domains: Risk, Policy, Audit, and Evidence. The Risk domain captures your risk register, evaluations, and the controls that mitigate each risk. Risk Domain | Data Stream | what it does | | --- | --- | | Risk | Core risk register identified risks with categories, severity, ownership, and review dates. Foundation for risk posture analytics. | | Risk Evaluation | Individual risk assessments with inherent and residual scores and current-state tracking. Enables risk trend analysis. | | Risk Compliance Control Version | Links risks to mitigating controls. Powers mitigation efficacy calculations. | | Risk Evaluation Survey Invitation | Survey-based assessment invitations connecting evaluations to methodology. | The Policy domain captures your policy register, versioned snapshots, and the communications that share policies with your organization. Policy Domain | Data Stream | what it does | | --- | --- | | Compliance Policy | Master policy register — policies with scope, ownership, and review dates. | | Compliance Policy Version | Versioned policy snapshots with effective-from and effective-to dates and lifecycle status. | | Compliance Policy Communication | Policy communication campaigns — when and how policies are shared with the organization. | | Compliance Policy Comms Recipient | Individual recipients of policy communications. | | Compliance Policy Comms Response | Recipient acknowledgements and responses to communications. | The Audit domain captures your audit programs and the policy clauses, regulation clauses, and risks each audit assesses. Audit Domain | Data Stream | what it does | | --- | --- | | Compliance Audit | Audit programs with execution and observation periods and status. | | Compliance Audit Policy Clause | Links audits to specific policy clauses under review. | | Compliance Audit Regulation Clause | Links audits to regulation clauses being assessed. | | Compliance Audit Risk | Links audits to risks evaluated during the audit. | The Evidence domain captures evidence collection requests, the artifacts collected, and the links between them. Evidence Domain | Data Stream | what it does | | --- | --- | | Compliance Evidence Request | Evidence collection requests with due dates and status. | | Compliance Evidence Artifact | Collected evidence artifacts with validity periods. | | Compliance Evidence Request Artifact | Junction linking evidence requests to collected artifacts. | - **[Deploy the IT Compliance Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_deploy_it_compliance_data_kit.htm&release=264.0.0&type=5)** Deploy the IT Compliance data kit to ingest your risk, policy, audit, and evidence data into Data Cloud. After you assign a data space and deploy the IT Compliance Bundle, your compliance data is mapped to data model objects that power the Compliance Analytics dashboards. <!-- document id=7b4e92f654420b69644846e0c1cc5114bc2c2f6612399aa8e39ced6c6cf0ec5f url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_issue_lifecycle.md --> # IT Compliance Issue Lifecycle Follow how a compliance issue moves from discovery to closure, showing how issue owners, resolvers, and SLA enforcement work together to track and remediate compliance gaps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## The End-to-End Workflow: A Security Audit Example Follow the lifecycle of a compliance issue to see how status transitions, SLA enforcement, and role-based ownership work together. ## Discovery and Logging A quarterly audit reveals that production servers are using an outdated encryption protocol that violates PCI-DSS requirements. The security analyst creates a Compliance Issue with High severity, assigns an issue owner, and attaches the audit report. The SLA timer starts as soon as the issue is created with the defined severity. ## Planning and Assignment The issue owner assigns a resolver and creates an action plan with remediation tasks, such as updating server configurations and running validation scans. When work begins, the resolver updates the issue status to Remediation in Progress. For high-severity issues, the resolver typically has 7 days to complete remediation. ## Execution and Documentation The resolver works through each task, updating configurations and uploading supporting files such as configuration files and scan results. When all tasks are complete, the resolver moves the issue to Review status, signaling that remediation is ready for validation. ## Validation and Closure The issue owner reviews the completed tasks and supporting files. If the fix meets compliance requirements, the owner sets the status to Closed. If the supporting files are incomplete, the owner moves the issue back to Remediation in Progress with a comment explaining what additional work is needed. ## SLA Enforcement and Escalation The SLA policy tracks time spent in each milestone. If the issue approaches its resolution deadline, milestone actions trigger based on your configuration—for example, an email is sent or a task is created. This ensures at-risk issues receive attention before they breach. ## Audit Trail and Reporting A closed Compliance Issue retains its full action plan, supporting files, and status history. This creates a complete audit trail showing what was found, who fixed it, what supporting files prove the fix, and when the issue was closed. This traceable workflow satisfies regulatory requirements and simplifies compliance reporting. <!-- document id=497ba24a11043080a5007d8bf1592589d7550767b33dfef507a2baaf54cfa623 url=/admin/current/en-us/service/264-0-0/it_srvcs_compliance_workflows.md --> # IT Compliance Workflow IT Compliance brings the Governance, Risk, and Compliance (GRC) discipline into Agentforce IT Service. Learn how the five major workflows connect from external regulations through risk management, audits, and remediation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Governance, Risk, and Compliance (GRC) is the discipline of aligning your organization's operations with external regulations and internal expectations. IT Compliance applies this discipline to your IT estate, giving compliance teams, IT operations, and employees a single workspace to follow regulations, enforce policies, manage risk, and prove that controls are working. Five workflows make up the IT Compliance lifecycle. Each can run independently, but they become powerful when they connect: a regulation drives a policy, a policy is enforced by a control, a control reduces a risk, an audit collects evidence that the control worked, and a failed control triggers remediation. [Regulation to Policy](#it_srvcs_compliance_workflows__regulation-to-policy) | [Risk Management](#it_srvcs_compliance_workflows__risk-workflow) | [Controls and Testing](#it_srvcs_compliance_workflows__control-workflow) | [Audits and Evidence](#it_srvcs_compliance_workflows__audit-workflow) | [Issues and Remediation](#it_srvcs_compliance_workflows__issue-workflow) | [Business Operations](#it_srvcs_compliance_workflows__bops-workflow) | [IT Service Integration](#it_srvcs_compliance_workflows__itsm-integration) IT Compliance Workflow Summary | workflow | what happens | key records | | --- | --- | --- | | Regulation to Policy | Capture external regulations, translate them into internal policies, map regulation clauses to policy clauses, and publish policies for employee acknowledgment. | Regulatory Authority, Regulation, Regulation Clause, Compliance Policy, Policy Clause | | Risk Management | Register compliance risks, evaluate them through stakeholder surveys, calculate inherent and residual risk scores, and build treatment plans when residual risk is too high. | Compliance Risk, Risk Evaluation, Risk Scenario, Risk Scope | | Controls and Testing | Define safeguards that enforce policies, group them into compliance procedures, and validate their effectiveness through periodic compliance tests. | Compliance Procedure, Compliance Control, Compliance Test, Test Execution | | Audits and Evidence | Plan audit cycles, request evidence from fulfillers, review and verify submitted artifacts, and lock accepted evidence for external auditor review. | Compliance Audit, Evidence Request, Evidence Artifact | | Issues and Remediation | Capture compliance findings from failed controls or rejected evidence, build remediation action plans from templates, and validate fixes with evidence. | Compliance Finding, Compliance Issue, Action Plan Template | ## From Regulation to Policy Compliance starts with the rules your organization has to follow. Regulators issue regulations, your organization translates them into internal policies, and those policies flow out to employees. | step | what happens | | --- | --- | | Track the regulatory landscape | Compliance admins capture regulations from authorities such as the SEC, FINRA, or ISO. As regulators publish amendments, your team ingests the updates and stages new versions for review. | | Author and review policies | Compliance authors draft internal policies that respond to those regulations. Drafting can happen directly in Microsoft Word using the Salesforce Compliance Connector, with bi-directional sync so changes stay in step. Einstein AI can help draft and summarize policy content, and AI-assisted clause extraction can pull structured clauses out of uploaded policy documents. | | Map policies to regulations | As policies move through review, your team maps each internal clause back to the regulation clause it addresses. This mapping is the foundation of the audit trail and lets you prove which regulations your policies cover. | | Publish and acknowledge | Approved policies are published to the Employee Portal, where targeted campaigns route them to the right audience. Employees read and acknowledge each policy, and the system tracks acknowledgments for reporting and audit. | ## Risk Management Risk management is where your organization decides what could go wrong and how much protection it needs. | step | what happens | | --- | --- | | Capture risks | Compliance teams register risks from a curated scenario library or log them manually. Background agents can flag new risks automatically when they detect changes in your IT environment or controls that fail. | | Evaluate risks | Compliance managers send structured surveys to IT and business stakeholders to gather feedback on how likely a risk is to materialize and how bad the impact would be. | | Score risks | The Business Rules Engine calculates the inherent risk score (the natural severity) and the residual risk score (the severity after your existing controls are applied). AI-generated summaries help reviewers see the narrative drivers behind a score. | | Treat risks | If the residual score is too high, your team builds a treatment plan with action items. Treatment work can hand off into standard IT Service Management Change Requests or Problem records, so remediation runs on the same operational rails your IT team already uses. | | Monitor continuously | Real-time dashboards, risk heat maps, and background monitoring agents keep your team informed as the risk posture shifts. | ## Controls and Testing Controls are the practical safeguards that turn a policy on paper into something measurable. | step | what happens | | --- | --- | | Define controls | Controls describe what your organization does to satisfy a regulation or enforce a policy. Each control is grouped under a compliance procedure that reflects a real workflow. | | Test controls | Compliance tests validate that a control behaves as expected. When a test runs, the result is recorded as a test execution. | | Detect failures | When a test fails or a background agent detects drift, the failure can feed straight into the risk and remediation workflows. | ## Audits and Evidence Collection Audits are where the system proves to internal stakeholders and external auditors that the compliance program is working. | step | what happens | | --- | --- | | Plan the audit | An audit program manager creates an audit cycle that defines the observation and execution windows for a specific compliance review, such as a quarterly SOC 2 assessment. | | Request evidence | Within the audit, the manager creates evidence requests that map to the controls or policies being reviewed. Each request is assigned to a fulfiller with a due date. | | Fulfill and submit | Fulfillers open the Evidence Hub, gather the proof, and submit evidence artifacts that include the relevant files and metadata. | | Review and lock | Compliance reviewers preview the files, verify that the evidence meets the request, and accept or reject the artifact. Accepted artifacts lock immediately, preserving an unaltered chain of custody for external auditors. | ## Issues and Remediation When something fails or is rejected, the compliance program needs to fix it and prove it stays fixed. | step | what happens | | --- | --- | | Capture findings | Failed controls, rejected evidence, audit observations, and risk-driven gaps are all captured as compliance findings. | | Plan remediation | Each finding gets a remediation action plan, often built from out-of-the-box action plan templates that standardize how your team responds. | | Execute and validate | Remediation tasks are assigned to the right owners. As owners complete the work, they upload evidence that the gap has been closed. Validated remediation records the resolution and keeps the audit trail intact. | ## Business Operations Processes Business operations processes represent the real workflows your organization runs, such as Customer Data Processing or Employee Onboarding. They sit at the intersection of regulations, policies, and controls. | step | what happens | | --- | --- | | Link processes to compliance records | Each business operations process connects to the regulation clause versions that apply, the compliance policy clause versions that govern it, and the compliance control versions that protect it. | | Assign functional and technical owners | Business operations processes have designated owners who are responsible for ensuring that the process operates within its compliance obligations. | | Assess risk by process | Compliance risks link to the business operations processes they threaten, so your team can evaluate which processes are most exposed and prioritize treatment. | ## How IT Compliance Integrates with IT Service Management IT Compliance is built into Agentforce IT Service, so the compliance program runs alongside your incident, problem, change, and asset workflows instead of in a separate tool. | integration point | what happens | | --- | --- | | Changes are compliance-aware | Change requests can be reviewed for compliance impact before they're approved, and remediation work raised by IT Compliance can be executed as standard change requests. | | Incidents and problems can trigger risk reviews | When an incident or problem surfaces a recurring weakness, your team can register it as a compliance risk and assess it using the same survey and scoring tools. | | Assets carry compliance context | The Asset records that IT operations already maintain link to the regulations, policies, and controls that apply to them, so asset owners can see their compliance obligations without leaving the asset record. | ## Related Topics Explore each IT Compliance workflow in detail. - [Regulation Management in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_regmgmt_workflow.htm&release=264.0.0&type=5 "Follow how a compliance team captures an external framework, such as SOC 2, as structured records, maps each clause to internal policies and controls, and keeps the framework current as the regulatory authority publishes amendments.") - [Policy Management in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_mgmt_workflow.htm&release=264.0.0&type=5 "Know how an IT Compliance admin turns a NIST regulation into an enforced Acceptable Use Policy by using AI-assisted authoring, Microsoft 365 collaboration, and policy communication campaigns.") - [Risk Management Workflow for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_risk_mgmt_workflow.htm&release=264.0.0&type=5 "Follow how a compliance team identifies, evaluates, and mitigates compliance risks that threaten regulations and policies. See how risks are linked to controls that reduce risk severity, and how risk scores update dynamically as controls pass or fail tests.") - [Controls Management Workflow for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_mgmt_workflow.htm&release=264.0.0&type=5 "Follow how a compliance team creates, tests, and maintains compliance controls that enforce policies, satisfy regulations, and mitigate risks. See how controls are mapped to risks, business operations processes, and assets, and how control testing feeds into evidence collection and remediation workflows.") - [Evidence Management Lifecycle for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_mgmt_lifecycle.htm&release=264.0.0&type=5 "Follow how compliance evidence moves from audit planning to external review. See how audit managers, fulfillers, compliance reviewers, and auditors work together to collect, verify, and lock evidence in a traceable workflow.") - [IT Compliance Issue Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_issue_lifecycle.htm&release=264.0.0&type=5 "Follow how a compliance issue moves from discovery to closure, showing how issue owners, resolvers, and SLA enforcement work together to track and remediate compliance gaps.") <!-- document id=0cc80b6289128d8bd1acb26ce32fdfc5670cf3988986ae815f6b4ad480a3d4c0 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_lifecycle_parent.md --> # IT Hardware Asset Lifecycles and Synchronization Learn how to track hardware asset lifecycles and synchronize asset data with your CMDB. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Track your IT hardware assets to maintain an accurate audit trail and eliminate manual data reconciliation. View lifecycle events by reviewing the asset timeline directly on the asset record. Automatically update inventory quantity counts based on real-world status changes. Keep your asset records synchronized with your configuration management database (CMDB) through bidirectional field-level synchronization. - **[View an Asset's Lifecycle History](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_view_lifecycle.htm&release=264.0.0&type=5)** Track the complete chronological journey of an IT asset. Maintain an accurate audit trail and preserve a clean chain of custody. The asset timeline records significant events directly on the asset record. These events include fulfillments, returns, and stockroom transfers. - **[Asset Status Categories and Quantity Rollups](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_rollups.htm&release=264.0.0&type=5)** Understand how predefined status categories map to asset lifecycle stages and reflect in overall inventory counts. - **[Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_asset_ci_sync.htm&release=264.0.0&type=5)** Field-level synchronization keeps your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned. This bidirectional, event-driven synchronization resolves data conflicts, translates values, and prevents infinite update loops. IT fulfillers can rely on accurate, up-to-date inventory details. - **[Review Configuration Management Database Sync Logs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_review_sync_logs.htm&release=264.0.0&type=5)** Monitor synchronization logs to track hardware asset and configuration item (CI) alignment. These logs show field-level updates and flag discrepancies or errors that need manual intervention. - **[Resolve Asset and Configuration Item Sync Errors](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_resolve_sync_errs.htm&release=264.0.0&type=5)** Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate. - **[Exception and Error Handling in Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sync_exceptions.htm&release=264.0.0&type=5)** Understanding synchronization errors helps keep hardware asset management and configuration management database data accurate. The non-blocking error framework makes sure that a single record failure doesn't halt an entire synchronization job. The system captures issues in actionable logs so that admins can quickly review and resolve discrepancies. - **[Remediate Ineligible Assets for Lifecycle Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_remediate_assets.htm&release=264.0.0&type=5)** Review and update asset records that fail validation to ensure smooth processing during hardware asset management lifecycles. Resolving configuration issues helps you complete bulk refreshes, reclaims, and stockroom transfers without system blocks or error messages. <!-- document id=4008bac2262634e39edb3ad3201591d42f869740d59ea16d6f8c387191403094 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_overview.md --> # IT Hardware Asset Management Overview When you manage your internal IT asset inventory, such as employee laptops and phones, use an asset-first data model to streamline fulfillments, returns, and lifecycle management. Use the IT Asset Management suite's integration and automation features to process large-scale transitions, synchronize records, and orchestrate lifecycles with proactive assistance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Historically, asset tracking relied on the [Field Service](https://help.salesforce.com/s/articleView?id=service.fs_overview.htm&type=5&language=en_US) data model, which used a serialized product to link inventory to an asset. Because you circulate IT assets internally instead of selling them, the asset-first data model eliminates the dependency on serialized products. Link assets directly to fulfillment, return, and lifecycle entities. ## Automate and Integrate Asset Workflows Orchestrate the complete lifecycle of your internal hardware assets with standardized workflows. Centralized automation features help your IT department save time and maintain accurate inventory records. - **Asset-Based Inventory**: Track hardware stock across locations in real time. Link assets directly to a product item record to track granular quantities. Monitor state-based balances like Quantity Available, Quantity Allocated, Quantity In Transit, Quantity Damaged, and Quantity On Hold. Granular tracking prevents fulfillment delays and avoids over-promising assets. - **Asset Lifecycle Management**: Coordinate end-to-end lifecycle workflows directly within your Salesforce org. IT teams manage hardware requests, sourcing, deployment, maintenance, refresh, reclaim, and secure disposal. Standardized workflows include connected tracking for Fulfillment Orders, Return Orders, and Disposal Orders. - **Bulk Actions**: Perform critical lifecycle transitions on a selected group of assets simultaneously. Reclaim, refresh, and dispose of large groups of assets with a few clicks by using batch processing. Run rapid bulk updates from an asset list view or an uploaded CSV file. - **Asset to Configuration Item Sync**: Keep your IT Asset Management (ITAM) and Configuration Management Database (CMDB) records perfectly aligned. Event-driven, bidirectional synchronization updates records at the field level. Field mapping resolves data conflicts, eliminates manual data entry, and reduces data drift. - **Agentforce for IT Asset Management**: Orchestrate asset lifecycles with proactive, conversational assistance. Launch agent templates built for custom ITAM goals. Fulfillers and employees interact with specialized tools like the Sourcing Agent to automate hardware allocation. #### See Also - [IT Hardware Asset Management Prerequisites](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_prereqs.htm&release=264.0.0&type=5 "Complete these requirements before you manage internal IT asset lifecycles.") - [IT Hardware Asset Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_perms.htm&release=264.0.0&type=5 "Salesforce admins assign permission sets or permission set groups to users based on their roles in the IT service and asset management team. Use these permissions to manage internal IT asset lifecycles and track financial data.") - [IT Hardware Asset Management Workflows](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_workflows.htm&release=264.0.0&type=5 "Orchestrate the complete lifecycle of your internal hardware assets with standardized workflows. Save time and maintain accurate inventory records when you run bulk updates, fulfill new requests, reclaim devices, refresh devices, ensure compliant disposal, and synchronize data with your Configuration Management Database (CMDB).") <!-- document id=aafdd5619afe1a56a55aab964f48dd09432384a7a778067e51aced44142d5e87 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_perms.md --> # IT Hardware Asset Management Permissions for IT Services Salesforce admins assign permission sets or permission set groups to users based on their roles in the IT service and asset management team. Use these permissions to manage internal IT asset lifecycles and track financial data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Assign permissions in two ways. | Option | What it Provides | How to Assign | | --- | --- | --- | | Permission sets | Access to specific objects, fields, and features. | Add permission sets to users individually based on their role. | | Permission set groups | A bundled set of related permission sets aligned to a role | Assign a permission set group to the user for role-based access. | ## Permission Sets These permission sets are available for IT Hardware Asset Management. | Permission Set | Description | | --- | --- | | Hardware Asset Management Asset Manager | Track deployed assets, manage lifecycles, initiate disposal orders, and upload Certificates of Disposal for compliance. | | Hardware Asset Management Inventory Manager | Oversee physical stockrooms, evaluate hardware condition, manage fulfillment and return orders, and update asset statuses. | | Hardware Asset Management Inventory Auditor | Verify organizational and regulatory compliance by ensuring disposed hardware has valid Certificates of Disposal. | | Hardware Asset Management Finance Manager | Manage financial and depreciation data tied to disposed assets. | | Hardware Asset Management IT Fulfiller | Manage the intake, review, and fulfillment of hardware requests, including new hardware, reclaims, and refreshes. | | Hardware Asset Management Procurement | Manage external hardware purchasing, view purchase orders, and consolidate primary purchase orders. | | ITAM Community User | Raise hardware requests from the self-service portal. | | IT Service Configuration Item Type Manager | Create and edit configuration item (CI) types and configure Identification Rules to identify CIs during discovery and sync operations. | | IT Service Configuration Item and Asset Discovery Manager | Create, manage, and view CIs, CI types, and related relationships within the Configuration Management Database (CMDB). | | IT Service Configuration Item Reader | View configuration items. To view related records, also assign the IT Service Related Records Reader permission set. | | IT Service Related Records Reader | View related records, such as incidents, problems, change requests, and releases. To view configuration items, also assign the IT Service Configuration Item Reader permission set. | ## Permission Set Groups To simplify role-based access, use predefined permission set groups. | Permission Set Group | Description | | --- | --- | | Hardware Asset Management Asset Manager | Track total deployed assets, manage lifecycles, initiate disposal orders, and upload Certificates of Disposal for compliance. | | Hardware Asset Management Inventory Manager | Oversee physical stockrooms, evaluate hardware condition, manage fulfillment and return orders, and update asset statuses. | | Hardware Asset Management IT Fulfiller | Manage the intake, review, and fulfillment of hardware requests, including new hardware, reclaims, and refreshes. | | Hardware Asset Management Inventory Auditor | Verify organizational and regulatory compliance by ensuring disposed hardware has valid Certificates of Disposal. | | Hardware Asset Management Finance Manager | Manage financial and depreciation data tied to disposed assets. | | Hardware Asset Management Procurement | Manage external hardware purchasing, view purchase orders, and consolidate primary purchase orders. | | ITAM Community User | Raise hardware requests from the self-service portal. | <!-- document id=c8ac67ee6d3c122a801087cc5d254353966a0bf5008de3d9e7750c3966aaec1b url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_prereqs.md --> # IT Hardware Asset Management Prerequisites Complete these requirements before you manage internal IT asset lifecycles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Requirement | Description | | --- | --- | | IT Service | Turn on IT Service before you turn on Hardware Asset Management (HAM). HAM relies on IT Service features such as service requests, advanced approvals, and notification builders. | | Dependent IT Asset Management (ITAM) Add-Ons | To see the Hardware Asset Management section in Setup, turn on Inventory Management, Inventory Count, Inventory Replenishment, and Data Cloud. | | Batch Management Permissions | Assign the Batch Management User permission to users who run bulk actions such as reclaims, refreshes, and disposals. You also need access to the Monitor Workflow Services setup page to track asynchronous jobs. | | Configuration Management Database (CMDB) and Service Graph | Turn on CMDB and Service Graph, and make sure that you have the ItSrvcCmdb platform license to use bidirectional Asset-to-CI synchronization. | #### See Also - [Configure Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_cnfgr_bundles.htm&type=5&language=en_US) - [Inventory Count Workflow](https://help.salesforce.com/s/articleView?id=xcloud.aslm_inventorycount_workflow.htm&type=5&language=en_US) - [Inventory Allocation](https://help.salesforce.com/s/articleView?id=xcloud.aslm_inventory_allocation.htm&type=5&language=en_US) - [Data Cloud Setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&type=5&language=en_US) - [Get Started with CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_get_started.htm&type=5&language=en_US) <!-- document id=fb3c494ebeb6c3967088e3faf5a4c8f1a9e9e959443170560fd314abbb53f3dc url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_hw_workflows.md --> # IT Hardware Asset Management Workflows Orchestrate the complete lifecycle of your internal hardware assets with standardized workflows. Save time and maintain accurate inventory records when you run bulk updates, fulfill new requests, reclaim devices, refresh devices, ensure compliant disposal, and synchronize data with your Configuration Management Database (CMDB). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> IT Hardware Asset Management introduces an asset-first data model to streamline fulfillments, returns, and lifecycle management. Use these workflows to manage your IT inventory: - Run bulk lifecycle actions to process bulk reclaims, refreshes, and disposals efficiently. Filter and select up to 200 assets directly from the Asset List View, or upload a CSV file to process up to 10,000 records. The system asynchronously updates asset statuses, triggers portal intake emails, and logs the updates in the Asset Timeline. - Fulfill new hardware requests to manage the logistics of providing new devices when an employee submits a service request. Plan the fulfillment method and select an origin stockroom to generate a fulfillment order and fulfillment order line items. The asset status shifts from Reserved to In Transit, and becomes Assigned or In Use upon receipt. - Process asset reclamations and returns to reclaim a device when an employee offboards or refreshes their hardware. Designate a destination stockroom and create a return order and return order line item. Track the asset as its status shifts to Pending Reclaim, updates to In Transit, and eventually becomes Reclaimed when the inventory manager receives it. - Manage disposal and compliance to dispose of end-of-life hardware securely and maintain compliance. Initiate a disposal order, add retired assets, and create a Certificate of Disposal record. Attach the proof file from your external vendor, link the assets, and mark it verified to update the assets to Disposed. - Synchronize assets to configuration items (CI) to prevent data drift by automatically pushing field-level changes between the IT Asset Management repository and the CMDB. Configure field mapping rules to define whether the asset or the CI is the source of truth for specific data points. <!-- document id=b399b692913e42e06fd209d9e726d2be56d1c716f23b9f9b34fca957b3fdb9c5 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_it_leadership_overview_dashboard.md --> # IT Leadership Overview Dashboard for IT Services Visualize and derive operational efficiency insights from key IT metrics such as incident volume analysis per employee and service representative resolution metrics. Analyze overall incident volume data by employee versus service representative to optimize resource allocation and enhance service response. Use the dashboard to manage IT costs, budgets, and drive innovation for digital transformation. ### Required Editions For example, a CIO can analyze incident trends to reallocate IT staff more effectively or assess the impact of AI agent investments on overall service delivery and employee engagement. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> Filter the data in the IT Leadership Overview dashboard by configuration item and time period to get personalized and targeted analysis. - The Overall Metrics section provides a comprehensive overview of an organization's Agentic IT Service Analytics effectiveness. By consistently monitoring and analyzing key metrics across incident management, service request management, resource allocation, and change management, organizations can gain crucial insights. - The Incident Metrics section outlines key performance indicators for IT support. These metrics provide insights into efficiency by measuring resolution times. They highlight compliance issues by tracking service level adherence. By gauging ccustomer satisfaction, the metrics is offering qualitative insights into support services. Finally, high-impact events are monitored, reflecting system stability and the effectiveness of prevention strategies. - The Agent Force Metrics section outlines the metrics that improve customer satisfaction and operational efficiency by allowing organizations to continuously refine their AI-powered customer support strategies. Learn the definitions of key metrics in the IT Leadership Overview dashboard. | METRIC | DESCRIPTION | | --- | --- | | Incidents Reported per User | Shows the volume of incidents generated by each employee to understand the overall IT demand relative to the workforce size. | | Incidents Closed per Service Representative | Tracks the efficiency of individual service representatives by measuring the number of incidents they successfully resolve. | | Total Incidents | Shows the absolute number of incidents to understand the overall volume of disruptions and IT workload. This foundational metric provides a broad overview of the health of IT services. | | Incidents Reported per User | Shows the impact of IT issues on the workforce by calculating the number of incidents reported per employee. This metric helps in understanding the burden on end-users and identifying areas for proactive improvements. | | Total Incident Count | Shows the aggregate number of all incidents recorded. This serves as a primary indicator of system stability and the overall volume of IT problems. | | Total Changes | Shows the number of changes implemented within a particular period. | | Mean Time to Resolve | Shows the average time taken to resolve incidents or issues from creation to closure. | | SLA Breach (%) | Identifies the proportion of incidents or service requests that fail to meet their predefined Service Level Agreements. | | CSAT Score | Shows ‌customer satisfaction with IT services based on direct user feedback. | | No. of Major Incident | Tracks the occurrence of high-impact incidents that significantly disrupt business operations. | | Total Sessions | Shows the number of user interactions or sessions within a system or service. | | Incidents Created by AI Agent | Shows the number of incidents automatically generated or escalated by an AI agent. | | Deflection Rate | Shows the percentage of self-service attempts that successfully resolve a user's issue without requiring service representative intervention. | | Escalation Rate | Shows the frequency at which incidents or requests are escalated. | <!-- document id=73f157b1785dffb2ce07c24d05a5cc3a70523010e261e825e44fcc08d7540a06 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_review_adoption.md --> # IT Manager Reviews IT Service Adoption After Week One Help an IT manager assess early Agentforce IT Service adoption, find friction, and choose one improvement after the first seven days. ## Use Case at a Glance **Persona:** An IT manager responsible for employee IT service performance and adoption **Job to be done:** Determine whether employees are using the new self-service experience and whether IT is handling the resulting work effectively **Starting point:** The **IT Service Intelligence Hub** in the Agentic IT Service Desk app **Successful outcome:** The IT manager identifies one evidence-based action to improve employee adoption, self-service effectiveness, or service delivery in week 2. This use case turns the first week of activity into a focused adoption review. It doesn't replace the canonical definitions or setup instructions for each dashboard. Instead, it helps the IT manager choose the right dashboard, connect signals across the employee and service journeys, and act on the results. ## Start with the First Seven Days At the end of week 1, the IT manager opens IT Service Intelligence Hub and selects IT Leader. Change the Time Period filter from the default Current Year to Last 7 Days or Current Week. Current Week and Previous Week appear under Calendar Week; Last 7 Days appears under Day. If the filter remains Current Year, week-1 activity is mixed with older data. IT Leader provides an executive view of service demand and performance. Use it to establish context before examining adoption in detail. On IT Leader, start with incident volume, MTTR (Mean Time to Resolve), SLA Compliance Rate (%), and Total Major Incidents. For employee-agent adoption measures such as total sessions, deflection rate, and escalation rate, open ITSM Requester Agents or Employee Agent Analytics in Agentforce Studio. For the canonical metric definitions and supported filters, see [IT Leadership Overview Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_it_leadership_overview_dashboard.htm&release=264.0.0&type=5 "Visualize and derive operational efficiency insights from key IT metrics such as incident volume analysis per employee and service representative resolution metrics. Analyze overall incident volume data by employee versus service representative to optimize resource allocation and enhance service response. Use the dashboard to manage IT costs, budgets, and drive innovation for digital transformation."). Avoid treating one metric as proof of success. For example, a high session count shows activity, but not whether employees got useful answers. A lower incident count can indicate successful self-service, low awareness, or missing data. Compare related signals before deciding what to change. ## Connect Adoption Signals to Decisions Use the dashboard family to answer a focused set of week-1 questions instead of inspecting every metric. | **Week-1 Question** | **Signal to Review** | **Dashboard** | **Decision It Supports** | | --- | --- | --- | --- | | Are employees trying the experience? | Total sessions and engaged sessions, if shown | **ITSM Requester Agents** | Continue the launch, improve awareness, or investigate access barriers. | | Is self-service resolving employee needs? | Deflection rate, escalation rate, and total sessions; incident volume when an incident is created | **ITSM Requester Agents or Employee Agent Analytics; Incident Analytics or IT Leader for incident volume** | Improve Knowledge, tune an agent action, or clarify when to create an incident. | | Are employees finding useful Knowledge? | Article views, unique viewers, engagements, objects without Knowledge interactions, and objects closed with Knowledge | **Knowledge Analytics** | Promote effective articles, update weak content, or fill a known content gap. | | Is routed work reaching the service team? | On Omni-Channel Analytics, review total work items, accepted work items, declined work items, average wait time, and work volume by channel and status. If the UI shows declined as a percentage, use that label, do not assume it is a count. | **Omni-Channel Analytics** | Adjust staffing, availability, queue assignment, or routing configuration. | | Is early demand affecting service quality? | On IT Leader, review incident volume, MTTR (Mean Time to Resolve), SLA Compliance Rate (%), and Total Major Incidents. On Incident Analytics, review incident volume, MTTR, and % SLA Breach. | **IT Leader** and **Incident Analytics** | Rebalance service capacity or investigate a launch-related issue. | For details about Knowledge measures, see [Knowledge Analytics Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_knowledge_analytics_dashboard.htm&release=264.0.0&type=5 "Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service."). For routed interaction measures and filters, see [Omni-Channel Overall Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_overall_analysis_dashboard.htm&release=264.0.0&type=5 "Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions."). For the complete analytics offering, see [Analytics for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_it_services.htm&release=264.0.0&type=5 "Monitor performance, identify trends, and make data-driven decisions with Agentforce IT Service Analytics Dashboards. These Tableau-powered dashboards give your IT leaders and service teams the data they need for continuous improvement."). ## Choose One Week-2 Improvement The review is successful when it produces a specific action, an owner, and a measure to check again. Choose the smallest change that addresses the clearest signal. | **Week-1 Pattern** | **Week-2 Action** | **Measure Again** | | --- | --- | --- | | Few requester-agent sessions | Confirm that pilot employees have access, then reinforce the supported entry point. | Total sessions and engaged sessions, if shown | | Sessions increase but deflection remains low | Review the most common employee needs and improve the relevant Knowledge or agent path. | Deflection rate, escalation rate, total sessions, and incident volume when relevant | | Article views rise but engagement stays low | Review engagement by context and improve the content that supports the pilot use case. | Total engagements, engaged articles, and objects closed with Knowledge | | Declined work items or wait time rises | Review service-rep availability and routing for the affected channel or queue. | Declined work items or declined percentage, as labeled in the dashboard; average wait time; and work volume by channel and status | | Incident demand rises and resolution slows | Identify the categories driving demand in Incident Analytics under Distribution by Category, and assign service capacity accordingly. | Incident volume, MTTR (Mean Time to Resolve), and % SLA Breach | Record the week-1 baseline before making the change. Review the same duration and measures after week 2 so that the team compares like with like. Trends over multiple review periods provide stronger adoption evidence than a single seven-day snapshot. ## Confirm That the Data Is Ready Missing or incomplete dashboard data isn't an adoption result. Before drawing conclusions, ask the admin to confirm that IT Service Intelligence Hub and its dashboards are installed, the IT Services Data Kit and required data streams are active, and the IT manager has dashboard access. See [Set Up Agentforce IT Service Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_setup_tableau_dashboards.htm&release=264.0.0&type=5 "Set up Agentforce IT Service Analytics Dashboards to visualize IT service performance metrics.") for the canonical setup procedure. <!-- document id=31ac2a759c598dc87f500ec7e46d8b3491899e81fc6644a5fb7eae0d97205c1c url=/admin/current/en-us/service/264-0-0/it_srvcs_calendar.md --> # IT Service Calendar Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Event Types for the IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cal_set_up_it_service_cal.htm&release=264.0.0&type=5)** Admins define event types, such as maintenance windows or moratoriums, to schedule and track on the IT Service Calendar. Multiple events of the same type can be created and managed by your IT team. - **[Use the IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cal_create_events.htm&release=264.0.0&type=5)** After admins configure event types, IT teams schedule and track events on the calendar. - **[Track Releases and Change Requests on the IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cal_track_releases_changes.htm&release=264.0.0&type=5)** The IT Service Calendar helps teams effectively track and manage releases and change requests. This centralized view helps prevent conflicts and ensures timely deployment of critical updates. <!-- document id=3b9d563624cc4836a85a53d59000ceaa71e53d4e093b5f285d4d97cc825e6aad url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_catalog_libry.md --> # IT Service Catalog Library Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Endpoint, Hardware, and End-User Service Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of physical assets and technical support. Provide employees with structured intake forms for various hardware requests and troubleshooting, ensuring consistent data capture and auditable fulfillment workflows for your IT team. - **[IT Cloud and Infrastructure Services Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_it_cloud_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of cloud infrastructure and technical services. Provide employees with structured intake forms for virtual resources and system modifications, ensuring consistent data capture and automated fulfillment workflows for your IT team. - **[Application and Software Management Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_app_sftwre_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of software applications, access permissions, and security services. Provide employees with structured intake forms for subscription, authentication, and network security requests, ensuring consistent data capture and automated fulfillment workflows for your IT and security teams. - **[Facilities Management Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_fclts_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of physical workspace services and office utilities. Provide employees with structured intake forms for temperature adjustments, maintenance requests, and supply replenishment, ensuring consistent data capture and automated fulfillment workflows for your facilities and office operations teams. - **[Collaboration and Network Services Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_cllbrtn_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of collaboration tools and network connectivity requests. Provide employees with structured intake forms for requesting collaboration spaces and site access, ensuring consistent data capture and automated fulfillment workflows for your IT and systems administration teams. - **[Email and Group Management Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_email_mgmt_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of employee email accounts, distribution lists, and shared mailboxes. Provide employees with structured intake forms for account creation and group management, ensuring consistent data capture and automated fulfillment workflows for your IT and administration teams. - **[Identity and Access Management Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_iam_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of user identities and access security requests. Provide employees with structured intake forms for account recovery and security actions, ensuring consistent data capture and automated fulfillment workflows for your IT and security administration teams. - **[Employee Lifecycle Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_emp_lfcycl_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of employee onboarding and offboarding processes. Provide teams with structured intake forms for capturing new hire information and managing departure requirements, ensuring consistent data capture and automated fulfillment workflows for your HR and IT administration teams. - **[General IT Service Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_genrl_prnt.htm&release=264.0.0&type=5)** Use these templates to manage the lifecycle of general IT support and maintenance requests. Provide employees with structured intake forms for reporting technical issues and requesting general assistance, ensuring consistent data capture and automated fulfillment workflows for your IT service desk and support teams. - **[Telecom and Mobility Services Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_mob_srvcs_tmplt.htm&release=264.0.0&type=5)** Use these templates to manage employee telephony and mobile connectivity services. Provide employees with structured intake forms for mobile, roaming, and desk phone requests, ensuring consistent data capture and auditable fulfillment workflows for your IT and telecom teams. - **[Security, Risk, and Compliance Services Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_risk_cmplnc_tmplt.htm&release=264.0.0&type=5)** Use these templates to manage security awareness, threat reporting, and policy governance requests. Provide employees with structured intake forms for reporting threats and requesting policy exceptions, ensuring consistent data capture and auditable fulfillment workflows for your security and compliance teams. <!-- document id=6500eddbbcbefc93e6110c0c5f74d33ed7a782e38b3a507d3c7d50658c0ef3ac url=/admin/current/en-us/service/264-0-0/it_srvcs_it_request_mgmt_conn_lib.md --> # IT Service Connector Library Review the connectors available for IT Request Management to understand which triggers and actions they support. [0-9](#it_srvcs_it_request_mgmt_conn_lib__zz) | [A](#it_srvcs_it_request_mgmt_conn_lib__a) | [B](#it_srvcs_it_request_mgmt_conn_lib__b) | [C](#it_srvcs_it_request_mgmt_conn_lib__c) | [D](#it_srvcs_it_request_mgmt_conn_lib__d) | [E](#it_srvcs_it_request_mgmt_conn_lib__e) | [F](#it_srvcs_it_request_mgmt_conn_lib__f) | [G](#it_srvcs_it_request_mgmt_conn_lib__g) | [H](#it_srvcs_it_request_mgmt_conn_lib__h) | [I](#it_srvcs_it_request_mgmt_conn_lib__i) | [J](#it_srvcs_it_request_mgmt_conn_lib__j) | [K](#it_srvcs_it_request_mgmt_conn_lib__k) | [L](#it_srvcs_it_request_mgmt_conn_lib__l) | [M](#it_srvcs_it_request_mgmt_conn_lib__m) | [N](#it_srvcs_it_request_mgmt_conn_lib__n) | [O](#it_srvcs_it_request_mgmt_conn_lib__o) | [P](#it_srvcs_it_request_mgmt_conn_lib__p) | [S](#it_srvcs_it_request_mgmt_conn_lib__s) | [T](#it_srvcs_it_request_mgmt_conn_lib__t) | [U](#it_srvcs_it_request_mgmt_conn_lib__u) | [W](#it_srvcs_it_request_mgmt_conn_lib__w) | [X](#it_srvcs_it_request_mgmt_conn_lib__x) | [Y](#it_srvcs_it_request_mgmt_conn_lib__y) | [Z](#it_srvcs_it_request_mgmt_conn_lib__z) ## 0-9 - [15Five Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_15_five.htm&type=5&language=en_US) ## A - [Acronis Cyber Protect Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_acronis_cyber_protect.htm&type=5&language=en_US) - [Aha Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_aha.htm&type=5&language=en_US) - [Aircall Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_aircall.htm&type=5&language=en_US) - [Airtable Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_airtable.htm&type=5&language=en_US) - [AlertOps Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_alertops.htm&type=5&language=en_US) - [Ansible Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_ansible.htm&type=5&language=en_US) - [Asana Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_asana.htm&type=5&language=en_US) - [Aternity Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_aternity.htm&type=5&language=en_US) - [Automox Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_automox.htm&type=5&language=en_US) - [Auth0 Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_authzero.htm&type=5&language=en_US) ## B - [BambooHR Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bamboohr.htm&type=5&language=en_US) - [BeyondTrust Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_beyondtrust.htm&type=5&language=en_US) - [Bitbucket Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bitbucket.htm&type=5&language=en_US) - [Bitwarden Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bitwarden.htm&type=5&language=en_US) - [Bonusly Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bonusly.htm&type=5&language=en_US) - [Box Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_box.htm&type=5&language=en_US) - [Buddy Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_buddy.htm&type=5&language=en_US) - [BugSnag Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_bugsnag.htm&type=5&language=en_US) ## C - [Canvas Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_canvas.htm&type=5&language=en_US) - [Celigo Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_celigo.htm&type=5&language=en_US) - [Celonis Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_celonis.htm&type=5&language=en_US) - [Cisco Defence Orchestrator (CDO) Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_cisco_defense_orchestrator.htm&type=5&language=en_US) - [Cisco Meraki Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_cisco_meraki.htm&type=5&language=en_US) - [Cisco Secure Firewall Management Center (FMC) Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_cisco_secure_fmc.htm&type=5&language=en_US) - [CockroachDB Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_cockroachdb.htm&type=5&language=en_US) - [Coda Connector (Beta)](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_coda.htm&type=5&language=en_US) - [Confluence Cloud Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_confluence_cloud.htm&type=5&language=en_US) - [Couchbase Capella Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_couchbase_capella.htm&type=5&language=en_US) - [Coupa Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_coupa.htm&type=5&language=en_US) - [CrowdStrike Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_crowdstrike.htm&type=5&language=en_US) ## D - [Dashlane Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_dashlane.htm&type=5&language=en_US) - [Datadog Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_datadog.htm&type=5&language=en_US) - [Derdack SIGNL4 Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_derdack_signl4.htm&type=5&language=en_US) - [Document360 Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_document360.htm&type=5&language=en_US) - [Dovetail Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_dovetail.htm&type=5&language=en_US) - [Drata Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_drata.htm&type=5&language=en_US) - [Dynatrace Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_dynatrace.htm&type=5&language=en_US) ## E - [Elastic Email Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_elasticemail.htm&type=5&language=en_US) - [Envoy Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_envoy.htm&type=5&language=en_US) ## F - [Freshdesk Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_freshdesk.htm&type=5&language=en_US) - [Figma Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_figma.htm&type=5&language=en_US) - [Freshservice Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_freshservice.htm&type=5&language=en_US) - [Front Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_front.htm&type=5&language=en_US) ## G - [Genesys Cloud Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_genesys_cloud.htm&type=5&language=en_US) - [GitLab Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_gitlab.htm&type=5&language=en_US) - [Google Chat Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_google_chat.htm&type=5&language=en_US) - [Google Meet Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_google_meet.htm&type=5&language=en_US) - [Grafana Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_grafana.htm&type=5&language=en_US) - [Guru Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_guru.htm&type=5&language=en_US) ## H - [Harness Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_harness.htm&type=5&language=en_US) - [HashiCorp Terraform Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_hashicorp_terraform.htm&type=5&language=en_US) - [HiBob Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_hibob.htm&type=5&language=en_US) - [Highspot Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_highspot.htm&type=5&language=en_US) - [HubSpot Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_hubspot.htm&type=5&language=en_US) ## I - [Infoblox Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_infoblox.htm&type=5&language=en_US) - [Instana Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_instana.htm&type=5&language=en_US) - [Intercom Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_intercom.htm&type=5&language=en_US) ## J - [Jamf Pro](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_jamfpro.htm&type=5&language=en_US) - [JFrog Artifactory Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_jfrog_artifactory.htm&type=5&language=en_US) - [JumpCloud Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_jumpcloud.htm&type=5&language=en_US) - [JustCall Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_justcall.htm&type=5&language=en_US) ## K - [Kaseya VSA Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_kaseya_vsa.htm&type=5&language=en_US) - [Kong Gateway Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_kong_gateway.htm&type=5&language=en_US) ## L - [Looker Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_looker.htm&type=5&language=en_US) ## M - [MailerLite Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_mailerlite.htm&type=5&language=en_US) - [Microsoft Entra ID Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US) - [Microsoft Exchange Online Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_exchange_online.htm&type=5&language=en_US) - [Microsoft Intune Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_intune.htm&type=5&language=en_US) - [Microsoft OneDrive Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_onedrive.htm&type=5&language=en_US) - [Microsoft Outlook Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_outlook.htm&type=5&language=en_US) - [Mimecast Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_mimecast.htm&type=5&language=en_US) - [Miro Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_miro.htm&type=5&language=en_US) - [Monday.com Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_monday.htm&type=5&language=en_US) ## N - [Neon Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_neon.htm&type=5&language=en_US) - [New Relic Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_new_relic.htm&type=5&language=en_US) - [Nintex Workflow Cloud Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_nintex_workflow_cloud.htm&type=5&language=en_US) - [Notion Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_notion.htm&type=5&language=en_US) ## O - [Octopus Deploy Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_octopus_deploy.htm&type=5&language=en_US) - [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US) - [OneLogin Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_onelogin.htm&type=5&language=en_US) - [OutSystems Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_outsystems.htm&type=5&language=en_US) ## P - [PagerDuty Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_pagerduty.htm&type=5&language=en_US) - [PandaDoc Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_pandadoc.htm&type=5&language=en_US) - [Personio Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_personio.htm&type=5&language=en_US) - [Ping Identity Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_ping_identity.htm&type=5&language=en_US) - [Pipedrive Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_pipedrive.htm&type=5&language=en_US) - [Planview AgilePlace Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_planview_agileplace.htm&type=5&language=en_US) - [Planview ProjectPlace Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_planview_projectplace.htm&type=5&language=en_US) - [Pluralsight Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_pluralsight.htm&type=5&language=en_US) ## R - [Rally Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_rally.htm&type=5&language=en_US) ## S - [SAP S/4 HANA Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_saps4hana.htm&type=5&language=en_US) - [Scalefusion Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_scalefusion.htm&type=5&language=en_US) - [Sematext Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_sematext.htm&type=5&language=en_US) - [Sentry Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_sentry.htm&type=5&language=en_US) - [ServiceNow Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_servicenow.htm&type=5&language=en_US) - [Shodan Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_shodan.htm&type=5&language=en_US) - [SignNow Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_signnow.htm&type=5&language=en_US) - [Slite Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_slite.htm&type=5&language=en_US) - [SolarWinds Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_solarwinds.htm&type=5&language=en_US) - [SquaredUp Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_squaredup.htm&type=5&language=en_US) - [Stripe Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_stripe.htm&type=5&language=en_US) - [Sumo Logic Connector (Beta)](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_sumo_logic.htm&type=5&language=en_US) - [Supabase Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_supabase.htm&type=5&language=en_US) - [SYSTRAN Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_systran.htm&type=5&language=en_US) ## T - [TeamCity Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_teamcity.htm&type=5&language=en_US) - [Tenable Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_tenable.htm&type=5&language=en_US) - [ThoughtSpot Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_thoughtspot.htm&type=5&language=en_US) - [ThousandEyes Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_thousandeyes.htm&type=5&language=en_US) - [Tines Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_tines.htm&type=5&language=en_US) - [Toggl Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_toggl.htm&type=5&language=en_US) - [Tomorro Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_tomorro.htm&type=5&language=en_US) - [Trend Micro Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_trendmicro.htm&type=5&language=en_US) - [Twilio Messaging Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_twilio_messaging.htm&type=5&language=en_US) - [Twilio Notify Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_twilio_notify.htm&type=5&language=en_US) ## U - [UiPath Orchestrator Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_uipath_orchestrator.htm&type=5&language=en_US) ## W - [Wrike Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_wrike.htm&type=5&language=en_US) ## X - [xMatters Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_xmatters.htm&type=5&language=en_US) ## Y - [YugabyteDB Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_yugabytedb.htm&type=5&language=en_US) ## Z - [Zendesk](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_zendesk.htm&type=5&language=en_US) - [Zoom Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_zoom.htm&type=5&language=en_US) - [Zscaler Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_zscaler.htm&type=5&language=en_US) <!-- document id=25e06322ebe5cbbaafb5fb34b2d2aec2d85f4cf2605954de24cf0413027276e5 url=/admin/current/en-us/service/264-0-0/it_srvcs_mgmt_processes.md --> # IT Service Management Processes Explore the core IT Service Management processes for Incident, Problem, Change Request, and Release Management. Use the Agentic IT Service Desk to ensure efficient service delivery and operational stability. Use prebuilt workflows in compliance with ITIL and increase effeciency of your IT team with AI helping in every step of the way. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[How Service Management Records Work Together in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_how_srvmgmt_work_together.htm&release=264.0.0&type=5)** Agentforce IT Service management records are interconnected and work together for service stability and efficiency. While incidents and service requests capture employees needs, problems, change requests, and releases help IT teams implement long-term fixes and planned updates. - **[Agentic IT Service Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_console_parent.htm&release=264.0.0&type=5)** Centralize and manage IT service records, such as incidents, problems, and change requests from a single, unified workspace by using the Agentic IT Service Desk app. Optimize productivity for fulfillers and managers with enhanced collaboration from a single console. Streamline operations and resolve issues without needing to switch apps by providing quick access to key information. - **[Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_mgmt.htm&release=264.0.0&type=5)** Identify, prioritize, and resolve IT incidents to restore services quickly and minimize business disruption. - **[Problem Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt.htm&release=264.0.0&type=5)** Problem Management in Agentforce IT Service helps your team proactively identify and manage the root causes of incidents, rather than just treating the symptoms. This process reduces the impact of recurring issues and prevents future disruptions by enabling long-term solutions that improve service efficiency and business operations. - **[Change Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt.htm&release=264.0.0&type=5)** Change Request Management is a core practice within Agentforce IT Service designed to minimize disruptions to IT services when changes are made to critical systems. A change refers to any addition, modification, or removal that might impact IT services. Use Change Request Management to reduce incidents, maintain compliance, and maintain stability and reliability of IT environments during transitions. - **[Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactive_srvc_ops.htm&release=264.0.0&type=5)** When a service disruption affects customers, one underlying issue can generate many cases, and customer service reps and IT fulfillers work them in separate records. Connect those cases to the incident that's causing them, and give both teams the same view of the disruption and its impact. Teams troubleshoot the root cause once, and one broadcast keeps every affected customer informed about disruptions and planned changes. - **[Release Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_release_mgmt.htm&release=264.0.0&type=5)** Plan, schedule, and deploy IT changes to deliver stable services. - **[Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_parent.htm&release=264.0.0&type=5)** Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly. <!-- document id=ed32c90fdce2088272e5840f004fea286f948581c2d386bacd7d6e2a3d5ba61f url=/admin/current/en-us/service/264-0-0/fs_job_profile_fields.md --> # Job Profile Fields for Field Service Job profiles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> | Field Name | Description | | --- | --- | | Created By | (Read Only) User who created the job profile. | | Created Date | (Read Only) Date the job profile was created. | | Description | The description of the job profile. | | Job Profile Name | The associated job profile. | | Last Modified By | (Read Only) User who last modified the job profile. | | Last Modified Date | (Read Only) Date the job profile was last modified. | | Owner Name | The name of user or group that owns the job profile. | <!-- document id=c43ff2bf2df483a91059f1647714213c7b948cd0487054b9103d8882834a6757 url=/admin/current/en-us/service/264-0-0/hr_svc_jury_duty_leave_notif.md --> # Jury Duty Leave Notification Deploy this template to give employees a structured method to log jury duty leave alerts and hand off necessary compliance details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Legal Disclaimer, Summons Documentation, Backup or Coverage Plan, Start Date, Estimated End Date, Court Information, Subject, Case Origin. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=a55b02f1a8a09210a2f3cf61e9cea732df77090892aa10b5df08dc22761bd798 url=/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel_components.md --> # Key Components of Omnichannel Routing for IT Services Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Queues Queues are groups of support reps that can be associated with specific types of incidents. For example, you can have a queue for critical incidents with specific IT fulfillers skilled in handling such requests. ## Routing Configuration A routing configuration determines how the work is assigned to support reps on the basis of the work item size, an agent's capacity, and the routing model. This is crucial for ensuring that reps are not overloaded and work is evenly distributed. For example, with the Most Available routing model, incoming work items are routed to the service rep who has the most available capacity. This is determined by comparing the work item size to an agent's available capacity. See [Create Routing Configurations for Your Queues.](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US) ## Presence Status Agents use predefined presence statuses to go online in the Omnichannel utility bar within their Agentic IT Service Desk app. The Available - Incident status, for example, makes an agent available specifically for incidents. Salesforce configures these presence statuses as part of the guided flow setup for incident. - Available - Incident - On Break - Busy ## Presence Configuration Presence configurations determine how much work service reps can take on and the Omnichannel behaviors while they assist customers. You can use the default configuration or create multiple custom configurations for different groups of service reps who support different channels. We also create an associated presence configuration when you use the guided flow to set up Omnichannel routing for Incident, Problem, and Change Request with the agent capacity chosen by you. You can also customize them further. See [Create Presence Configurations.](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&type=5&language=en_US) ## Service Channels Service channels let you turn nearly any Salesforce object, such as an incident, problem, or change request, into a work record. After you create service channels, you can associate them with queues, which determines how work items are routed to your support reps. When you enable Omnichannel in your organization using the guided flow, Salesforce creates a service channel if it doesn't already exist. <!-- document id=019c64e7cca91538ab3805a6f1048e684801496e037a91a304f8a2a3a1c37c23 url=/admin/current/en-us/service/264-0-0/it_srvcs_unified_catalog_components.md --> # Key Components of the Unified Catalog for IT Services The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Service Process These are the core building blocks that represent structured workflows for delivering a service, such as requesting a laptop. You can model each process as a Product2 record and reuse it across multiple catalog items. ## Anchor Entity A service process creates an anchor entity when a user submits a request. You can define whether a service request generates a Case, an Incident, or a Service Request record as the anchor entity by selecting the Target Data Model during Service Process definition. This is a crucial step for IT service, as it allows you to provide the right level of support for standard requests and incidents through appropriate fulfillment workflows. For example, you can use a Service request record for a standard request, such as requesting a laptop, a Case record for an enquiry, such as a billing dispute, and an Incident record for a break report, such as VPN not working, to provide the appropriate support. ## Intake Form Configuration The catalog supports structured intake through screen flows or Omniscripts to collect all necessary information from the user. This intake ensures accurate data capture for efficient triage and fulfillment. ## Fulfillment Flow You can include automated fulfillment in your service processes by using a flow or Flow Orchestrator, depending on the complexity of the process. The flow automates the execution of multi-step IT service delivery workflows. ## Knowledge Article Association You can associate service processes with knowledge articles. This helps users discover and launch requests directly from a knowledge base entry, streamlining the transition from learning about a solution to initiating the corresponding action. <!-- document id=b7c9c9a653c85b5af36dd568c256bdb4a62d13a8c6899c5d6238abb41297d464 url=/admin/current/en-us/service/264-0-0/wfs_key_concepts.md --> # Key Concepts Learn the scheduling methods, records, and classification model that Workforce Scheduling uses to run on-site and field work on one platform. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling covers appointment scheduling, resource management, and a central console for both on-site and field work. Both run on the same platform and setup. A classification model keeps them apart where they differ. ## Scheduling Methods The scheduling method sets where an appointment takes place. - **On-site**: at one of your branches. - **Field**: at the customer's location. Both methods share one scheduling flow but differ in how you schedule resources and their time slots. An on-site appointment is tied to a branch that you find by address. Then, you select a resource and their time slot from a calendar. A field appointment is tied to a service territory and the customer's address. You select from slots that a scheduling policy scores and ranks. For field appointments, you can also schedule automatically, find candidates, and optimize appointments and resources. ![The unified scheduling flows modal that shows the different scheduling methods - on-site and field side-by-side.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_scheduling_methods.png) ## Classification by Scheduling Method Most records you set up carry a scheduling method, so one org can run both types of scheduling. - Every appointment is either field or on-site, so it's scheduled with the relevant logic. - Visits create field service appointments automatically. Interactions create on-site service appointments automatically. - A work type's scheduling method is on-site, field, or both, and it decides what appointments you can schedule for that work. The work type also names the object to schedule against for each method in the on-site schedulable object and field schedulable object fields. The default schedulable object is a service appointment or visit for field, and a service appointment or interaction for on-site. - A scheduling policy can support both field and on-site scheduling. - Some work rules apply to one method, some to both. For a rule that supports both, select whether it applies to field scheduling, on-site scheduling, or both. To apply different settings per method, add the same rule to the policy twice - one for field scheduling and one for onsite scheduling. - Each service objective applies to either field or on-site scheduling, not both. - Operating hours are scoped to field work or on-site work. Create separate operating hours for each, and categorize every time slot as field or on-site. Field and on-site availability can't overlap. ## Appointment Scheduling Schedule appointments across multiple channels and appointment types. With inbound scheduling, customers create appointments through a site such as an Experience Cloud site. With outbound scheduling, your team creates appointments for customers. - **Service appointments**: create, reschedule, modify, cancel, and delete service appointments tied to work types and service territories. - **Interaction scheduling**: for public sector use cases, schedule, reschedule, and cancel on-site interactions such as consultations, orientation sessions, and case reviews. - **Visit scheduling**: for public sector use cases, schedule, reschedule, and cancel field work such as inspections, investigations, case history visits, and home health appointments. - **Multi-resource appointments**: assign several service resources to one appointment, such as a consultation or audit with multiple officers. ## Resource Management Configure service resources, territories, and work types to match how your workforce is organized. - **Service territories**: the geographic or logical areas where service resources operate. For on-site appointments, a service territory represents a branch. - **Service resources**: the people and assets that perform work, along with their skills, skill levels, and availability. - **Work types**: the kinds of work your team performs, including estimated duration and required skills. - **Availability management**: the operating hours that set when appointments can be scheduled, for on-site and field work. - **Work rules and service objectives**: work rules narrow which resources and times qualify for an appointment, and service objectives score the times that qualify. A scheduling policy combines both. ## Operations Console The Operations Console gives supervisors and managers one view of scheduling activity. From the console, you can: - View appointment schedules and resource availability. - Reassign appointments individually. - Reschedule, unschedule, or cancel appointments. - Manage service resource assignments. - Monitor workloads and timelines. ![A screenshot of the Operations Console that displays service resources and their appointments.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_console.png) <!-- document id=ed5fe495711c060ac9ef80b94417b783809b163f5fb83e482fced647ba816b52 url=/admin/current/en-us/service/264-0-0/it_srvcs_console_components.md --> # Key Features of the Agentic IT Service Desk Console The Home page of the Agentic IT Service Desk is the main landing page after you log in. The console helps IT managers and fulfillers get the most important information when they start their day, and gives them quick access to key components through the navigation menu and other widgets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Navigation menu The navigation menu on the console gives you quick access to these areas. - Home - Incidents - Problems - Change Requests - Cases - Employees - Dashboards - Entitlements - Incident Dashboard - Problem Dashboard - Change Request Dashboard - IT Service Calendar - Releases - IT Services Assignment - Knowledge ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Your Salesforce admin can edit the menu according to your company's needs. ![Navigation menu in Agentic IT Service Desk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_console_nav_menu.png) ## Home Page The Home page of the console provides a quick, visual overview of your service operations. - The Home page features dashboards that give you a complete visual look at key metrics, tailored to your role. All IT representatives see charts for incidents across the entire organization whereas support reps logged in as Incident Fulfillers see charts for incidents assigned specifically to them. - The All Incidents list view shows a list of all incidents, so you can quickly filter, and find issues that need your attention. - The sidebar includes a Chatter feed to keep you updated, or a list of today's tasks. For views other than the Home page, the content in this sidebar dynamically updates based on the active record, giving reps a contextual view without having to navigate away from the main record page. - The utility bar at the bottom of the page provides quick access to other tools such as Omni-Channel, Macros, and History. With the Omni-Channel utility bar, you can view incoming incidents and chats. ![Home page for Agentic IT Service Desk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_console_components.png) ## Employee Information Get 360-degree insights with a centralized view into an employee's IT assets, support cases, incidents, and historical interactions. Understanding the employee's profile helps you provide faster, more personalized support. The Employee page includes these key details. - Employee details: Shows identification and contact information, including employee number, employment type, status, and alternate email. - Assets: Lists all IT equipment assigned to the employee to assist with troubleshooting. - Cases: Provides a complete history of associated cases so you can understand past support and avoid duplicating efforts. - Incidents: Lists incidents linked to the employee, including details, such as subject, priority, and status, to help you assess the impact of broader issues. - Service requests: Shows service catalog requests made by or for the employee, with important details such as the service name, status, and date submitted. You can also submit a new request on behalf of the employee directly from their profile. - Activity and Chatter feed: Consolidates email logs, service request updates, and system activity into a single chronological feed. Updates that fulfillers and employees deliberately post on a ticket are kept separately as ticket comments. See [Add Ticket Comments to an Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity."). <!-- document id=19329ab63f3ddb330cb791491bc495423eb1c0b678ec8f8b96a83a887bbe597c url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_customer_signals_intelligence_kpis.md --> # Key Performance Indicators in Customer Signals Intelligence Dashboard Learn about the key metrics on the Customer Signals Intelligence dashboard. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2694e36">Metric</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2694e39">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Customer Satisfaction (CSAT Score)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the average Customer Satisfaction (CSAT) score, normalized to a scale of 0 to 5.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">NPS </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the Net Promoter Score (NPS), calculated as the number of promoters (scores of 9 and 10) minus the number of detractors (scores of 0 to 6), divided by the total number of responses.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">CSAT Responses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the total number of responses received for CSAT surveys.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">NPS Responses</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the total number of responses received for NPS surveys.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Total Interactions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the total number of customer interactions analyzed for insight processing. Use this metric to understand the volume of data driving your dashboard insights.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Unique Customers</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the number of unique end users, such as contacts, accounts, leads, or community users, identified from interactions. Use this metric to evaluate the actual number of individuals engaging with your service representatives.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Positive Sentiment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the percentage of customer interactions classified as positive. Use this metric to track customer satisfaction and positive engagement.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Negative Sentiment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the percentage of customer interactions classified as negative. Use this metric to identify areas of customer dissatisfaction.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Overall Sentiment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the distribution of customer interactions by sentiment type. Use this metric to evaluate the overall proportion of positive, negative, and mixed engagements.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Insight Type by Sentiment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 "> <p style="margin-bottom:0;">Shows the number of analyzed customer interactions aggregated by sentiment across different identified insights, such as clusters and contact reasons.</p> </td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Sentiment by Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the count of customer sentiments for each end user location, based on the state field for leads or the contact point address state for accounts, contacts, and users. Use this metric to analyze how customer satisfaction and engagement vary across different geographic regions.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Sentiment - Trend</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the trends in customer sentiment over time.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">CSAT - Trend</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the trends in CSAT scores over time.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">NPS - Trend</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the trends in NPS scores over time.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Sentiment by Sales Rep</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows the sentiment count for each sales representative.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">Service Interactions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows a detailed list of customer interactions based on applied filters, including details such as key phrases and contact reasons. Use this metric to review comprehensive breakdowns of specific customer engagements.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e36 ">View Customers Watchlist</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2694e39 ">Shows a unique, unfiltered list of all interacting customers, including your matching accounts, contacts, users, and leads. Review key metrics for each customer, such as total interactions, last contact channel, and overall sentiment, to facilitate targeted analysis.</td> </tr> </tbody> </table> <!-- document id=b825754418d1ef75b6465447098cc10a8e6d549f2f3b0aa2c430776eb4742e35 url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_customer_watchlist_kpis.md --> # Key Performance Indicators in Customer Watchlist Dashboard Learn the calculations of key metrics shown in Customer Watchlist dashboard. | METRIC | CALCULATION | | --- | --- | | Total Customers | Count of customers based on selected interactions and sentiment sliders. | | Customer Type | Category to which the customer belongs. The possible values are account, contact, or lead. | | Last Engagement Date | Date of the most recent interaction with the customer. | | Last Engagement Channel | Channel used in the most recent interaction with the customer. | | Last Sentiment | Last sentiment recorded by the customer for the given time period. | | Overall Sentiment | Sentiment that occurred most frequently during the given time period. | | Total Interactions | Count of all interactions associated with a specific customer ID. | | Total Channels | Count of unique channels in which the customer has engaged during the specified time period. | <!-- document id=2b958f941da9a09ff68265b5b6b9ea2370e1c8aa6a2172d09a135ccd566942a4 url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_product_insights_kpis.md --> # Key Performance Indicators in Product Insights Dashboard Learn the calculations of key metrics shown in the Product Insights dashboard. | METRIC | CALCULATION | | --- | --- | | Overall Sentiment | The sentiment (positive, negative, or mixed) with the highest number of responses. | | Customer Sentiment | Percentage of responses classified as positive or negative. | | Number of Responses | Total count of customer responses received. | | Positive Factors | The factors contributing positively to product sentiment. | | Negative Factors | The factors contributing negatively to product sentiment. | | Customer Satisfaction (CSAT) | Calculated as the average of CSAT scores or the NPS score. NPS is derived from: (Number of promoters—Number of detractors) / Total number of responses for NPS. | | Contact Reason | Top contact reasons by count. | | Sentiment by Product | Customer sentiment for each product based on received responses, including both positive and negative factors. | | Sentiment Trend | The sentiment trends over time based on sentiment scores. | | CSAT Trend | The CSAT trends over time based on CSAT scores. | | NPS Trend | The NPS trends over time based on NPS scores. | | Sentiment by Key Factors | Count of sentiment based on key factors influencing customer responses, identifying whether specific factors create positive or negative responses. | | Responses by Contact Reasons | Count of customer responses for each contact reason. | | Sentiment by Location | Count of sentiment by each location. | <!-- document id=5373171da3583f122bda5da7e1608719eb1fa435ad35432a3bbb0db63c55e7b5 url=/admin/current/en-us/service/264-0-0/it_srvcs_compliance_key_personas.md --> # Key Personas for IT Compliance IT Compliance is built around a small set of personas who collaborate across the compliance program. Understanding who does what helps you assign the right permission sets, configure access, and design workflows that fit your organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Each persona below maps to one or more permission sets. A single user can play more than one persona, and a single persona can be shared across multiple users in your organization. IT Compliance Personas | persona | responsibilities | permission set | | --- | --- | --- | | Compliance Administrator | Owns the IT Compliance program end-to-end. Configures Salesforce Go for IT Compliance, defines compliance policies, registers risks and controls, plans audits, and verifies evidence. Usually a senior member of the compliance, governance, or risk team. | Compliance Admin permission set | | Audit Program Manager | A compliance administrator who specializes in planning and running audit cycles. Creates compliance audits, defines evidence requests, assigns fulfillers, monitors progress, and closes out completed audits for external review. | Compliance Admin permission set | | Compliance Reviewer | A compliance administrator who specializes in verifying submitted evidence artifacts. Previews files in the evidence artifact previewer, accepts evidence that meets the requirement, and rejects artifacts with an observation statement when more work is needed. Often an IT compliance analyst or senior auditor. | Compliance Admin permission set | | Policy Author | A compliance administrator who drafts and refines compliance policies, often using Microsoft Word with the Salesforce Compliance Connector. Maps policy clauses to regulation clauses, routes content for review, and publishes approved policies to the Employee Portal. | Compliance Admin permission set | | Risk Owner | The business or IT leader responsible for managing a specific compliance risk. Participates in risk evaluations, ensures that mitigating controls are in place, and responds when a risk materializes. Typically a subject matter expert outside the core compliance team. | Compliance Admin permission set with record-level sharing | | Evidence Fulfiller | The IT or cloud engineer, infrastructure owner, or subject matter expert who collects and submits evidence on behalf of the compliance program. Works primarily in the Evidence Hub, where they see assigned evidence requests, upload supporting files, and submit artifacts for review. | IT Compliance Fulfiller permission set | | Employee | A standard organization employee who interacts with IT Compliance to acknowledge policies and, in some workflows, to submit evidence about their own work. Uses the Employee Portal to read policies, acknowledge them, and respond to assigned evidence requests. | IT Compliance Acknowledger permission set (for policy acknowledgments); IT Compliance Submitter permission set (for evidence submissions) | | External Auditor | An auditor from outside your organization who reviews the compliance program after the compliance team has accepted the evidence. Because verified artifacts are locked at the moment of verification, external auditors see the exact evidence your compliance team accepted, preserving an unaltered chain of custody. | Read access to relevant compliance audit records and verified artifacts | | AI Compliance Admin permission set | A compliance administrator who uses AI-powered features such as AI-generated risk summaries, intelligent recommendations, and AI-assisted policy authoring. AI Compliance Admin access is layered on top of Compliance Admin permission set and is included in the AI Compliance add-on. | AI Compliance Admin permission set | <!-- document id=3bb96daf67ca87e426998e3541618bfed95d71fb7019e5e1c84dff028af5651c url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_setup_checklist.md --> # Key Steps to Implement CMDB Understand the key steps to implement Salesforce CMDB & Service Graph from start to finish. Learn how to define configuration item (CI) types, manage CIs, organize CI attributes, and build reliable relationships between components. Set up your CMDB with clarity and avoid common setup issues. Using this structured approach to maintain consistent records, improve visibility, and ensure accurate asset data across your IT environment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> | Step | Description | Result | | --- | --- | --- | | Create CI types | Define a structure for each CI category, such as servers, applications, or workstations. Use CMDB to set attributes, visibility, and relationships. For more information, see [Configuration Item Types in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_citype.htm&release=264.0.0&type=5 "A configuration item (CI) type specifies which attributes, relationships, and rules apply to the CIs that belong to it. Defining CI types helps your team maintain consistency and simplify data management across different asset categories."). | CI records inherit a consistent structure and data model | | Add or import CIs | Add CIs manually in CMDB or import them using a bulk template. Use discovery to bring in scanned assets. For more information, see [Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery."). | CMDB is populated with trackable, real-world assets | | Define CI attributes | Add contextual fields, such as hostname, operating system, location, and owner. Set visibility and data types for each attribute at the CI type level. For more information, see [Configuration Item Attributes and Attribute Sets in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_attribute.htm&release=264.0.0&type=5 "Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry."). | CI records include detailed metadata for context and reporting | | Apply attribute sets (optional) | Create reusable sets of attributes, and assign them to multiple CI types for consistency. For more information, see [Configuration Item Attributes and Attribute Sets in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_attribute.htm&release=264.0.0&type=5 "Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry."). | Related CI types use a consistent attribute structure | | Define CI relationships | Create relationships between CIs using terms like runs on, depends on, or connected to. Use relationship types to control allowed connections. For more information, see [Define Configuration Item Dependencies with Relationships](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_define_reltshp.htm&release=264.0.0&type=5 "Configuration Item (CI) relationships connect configuration items to show how they interact or depend on each other. CI relationships help define real-world dependencies between hardware, software, cloud resources, and services."). | Relationships reflect system and service dependencies | | Visualize with service graph | Use service graph to see how CIs interact. Select a CI to view its related items. For more information, see [Visualize Configuration Item Relationships with Service Graph](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_service_map.htm&release=264.0.0&type=5 "Use Service graph to view how a Configuration Item (CI) connects to other assets across your IT landscape. The visual map helps teams assess impact, identify dependencies, and troubleshoot issues faster. You can also use predefined or custom service graph layouts to focus on specific perspectives of a service."). | Teams gain visibility into system dependencies and impact areas | | Set identification rules | Create rules to check for required fields and prevent duplicates. For more information, see [Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5 "Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated."). | CMDB highlights missing or invalid data for correction | | Gain CI visibility in IT service records | Show configuration items in IT service records. Agentic IT service users can select affected and impacted CIs from CMDB. For more information, see [Get Insights into Your Configuration Data with CMDB Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_dashboard.htm&release=264.0.0&type=5 "Use the Configuration Management Database (CMDB) dashboard to monitor configuration trends and asset health across your organization. Gain visibility into configuration accuracy, recent activity, and data quality to make informed decisions and reduce operational risks."). | Agentic IT service users can track issue scope and asset impact directly from ITSM records | | View CMDB Dashboard | Use the CMDB dashboard to monitor item counts, sources, statuses, and trends. Spot anomalies and top incident-generating CIs. For more information, see [Get Insights into Your Configuration Data with CMDB Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_dashboard.htm&release=264.0.0&type=5 "Use the Configuration Management Database (CMDB) dashboard to monitor configuration trends and asset health across your organization. Gain visibility into configuration accuracy, recent activity, and data quality to make informed decisions and reduce operational risks."). | Admins gain insights into CMDB completeness, source quality, and CI impact patterns | <!-- document id=2525d38bbb36403fcbb1b9f7a6e03586067adf2fc1327ada9647072c2411d7b0 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_setup_checklist.md --> # Key Steps to Implement Discovery Understand the key steps to implement Discovery from start to finish. Learn how to configure credentials, define discovery applications and targets, schedule scans, and process discovered data into CMDB. Follow this structured approach to automate asset detection, maintain data accuracy, and ensure complete visibility across your IT environment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94263e72">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94263e75">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94263e78">Result</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Prepare for agentless discovery</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Before you install the Discovery Application, understand how agentless discovery works and complete the preparation required for the application host, network, access, and target systems. For more information about architecture and preparation, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agntlss_disc_overview.htm&release=264.0.0&type=5" title="Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data.">Agentless Discovery for Scanning IT Assets</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">The Discovery Application host and target systems meet the requirements for reliable agentless scans.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Download discovery application</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Download and install the Discovery application on a Windows host inside your network to perform agentless scans using native protocols such as WMI, SSH, or SNMP. For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agntlss_disc_overview.htm&release=264.0.0&type=5" title="Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data.">Agentless Discovery for Scanning IT Assets</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">The host is ready to connect to network devices and collect asset data securely.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Add credentials</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Define credentials to authenticate connections for network, cloud, or infrastructure scans. Supported types include SSH, SNMP, WMI, SQL, and cloud account credentials. For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5" title="Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results.">Create Discovery Credentials for Secure Scanning</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">Discovery can access target systems and collect configuration data using stored credentials.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Create discovery targets</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Define where and how to scan by setting target category, probe type, and network scope (IP range or hostname). Associate the appropriate credentials. For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5" title="Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB).">Create a Discovery Target</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">Discovery targets are ready to initiate scans across selected environments.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Monitor scan jobs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Analyze scan jobs against defined targets to detect assets and gather configuration details. For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_monitor_scanjob.htm&release=264.0.0&type=5" title="Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date.">Monitor and Review Scan Jobs</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">New and updated assets are identified and logged for processing.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Install and configure agents (optional)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Download and install discovery agents for Windows, macOS, or Linux endpoints. Configure scan frequency and communication with CMDB.For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agents.htm&release=264.0.0&type=5" title="Use agent-based discovery to identify and track assets across environments that require installed monitoring. Discovery agents run on individual hosts to collect detailed hardware and software inventory, ensuring continuous and accurate updates to your Configuration Management Database (CMDB).">Agent-based Discovery for Extended Device Coverage</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">Agents automatically collect inventory data and update CMDB on a defined schedule.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Use process manager (optional)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 "> <p>Use Process Manager to automate process analysis and keep service dependencies current. Includes process jobs for refining scan results.</p> <p>Process discovery data to build relationships and service dependencies using process jobs.</p> <p style="margin-bottom:0;">For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_manager.htm&release=264.0.0&type=5" title="Turn discovered configuration items into dependency-aware views with Process Manager. Process jobs connect applications, infrastructure, cloud resources, software, and virtualized environments in Configuration Management Database (CMDB).">Process Manager for Analyzing Discovery Data</a>.</p> </td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">Asset relationships and dependencies are established in CMDB. Discovery results remain accurate and free from irrelevant or redundant data.</td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e72 ">Monitor dashboards</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e75 ">Track scan coverage, discovery success rate, and asset updates through prebuilt dashboard. For more information, see <a href="https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_dashboard.htm&release=264.0.0&type=5" title="Use the Discovery Dashboard to monitor scan performance, asset discovery trends, and data freshness across your organization. Gain visibility into scan coverage, active sources, and update frequency to improve discovery accuracy, identify gaps, and maintain a reliable CMDB.">Get Insights into Discovery Activity with the Discovery Dashboard</a>.</td> <td data-label="Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d94263e78 ">Administrators gain visibility into scan performance, coverage, and CMDB synchronization status.</td> </tr> </tbody> </table> <!-- document id=0bcafc50cd562013aee2e353aa83d0dffb32fa265f6fda2cbf1812b140e0e7df url=/admin/current/en-us/service/264-0-0/it_srvcs_key_terms.md --> # Key Terms for IT Services Familiarize yourself with the core terminology used in Agentforce IT Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Core IT Service Lifecycle | term | definition | | --- | --- | | Incident | A disruption that involves many employees. Incidents are best used to resolve customer issues that require teams to collaborate. | | Major Incident | A high-impact, critical disruption to an IT service that affects a significant number of users or business operations, requiring immediate and coordinated action to restore service as quickly as possible. | | Risk Assessment | The process of identifying, analyzing, and evaluating potential risks associated with IT services, changes, or operations. It aims to understand the likelihood and impact of these risks to inform mitigation strategies and decision-making. | | Problem | The underlying cause of one or more incidents. A problem is used to identify and manage these root causes to prevent future incidents from occurring. | | RCA (Root Cause Analysis) | The process of identifying the underlying cause of a problem. | | Change Request | A formal request to make a change to IT services or infrastructure. | | Release Request | A formal request to deploy a new or changed component into the live IT environment. It coordinates the process of planning, building, testing, and deploying approved changes, new features, or updates to minimize disruption and ensure successful implementation. | | Service Request | A formal request from an employee for a predefined IT service, such as access to a system, a software installation, or new hardware. Unlike an incident, a service request is a planned and expected part of IT service delivery. | Other Capabilities & Components | term | definition | | --- | --- | | Swarming | A collaborative approach where a diverse team of experts rapidly assembles to diagnose and resolve a critical problem. | | Service Catalog | A list of IT services that employees can request, such as new equipment, software installations, and support. | | SLA (Service Level Agreement) | An agreement between an IT service provider and a customer that defines service levels, performance targets, and responsibilities. | | Knowledge Article | A documented piece of information that provides solutions, instructions, or guidance related to IT services, products, or common issues. Knowledge articles are designed to help users and IT staff resolve problems efficiently and promote self-service. | See key terms related to CMDB Service Graph, go to [Key Terms in Configuration Management Database](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_keyterms.htm&release=264.0.0&type=5 "Understand the terms used in Configuration Management Database (CMDB) and how these items work together."). See key terms related to Discovery, go to [Key Terms in Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_key_terms.htm&release=264.0.0&type=5 "Get familiar with essential terms before you start using discovery."). <!-- document id=810a183e5c80f1081f22cc09629a64635bc7d4d5d5ae3d0283608adbb55c0023 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_keyterms.md --> # Key Terms in Configuration Management Database Understand the terms used in Configuration Management Database (CMDB) and how these items work together. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> | Term | Description | | --- | --- | | Configuration item (CI) | A record that represents an IT asset or component in your environment. CIs can include physical assets like laptops or routers, virtual machines, software applications, and cloud services. Each CI stores data, such as ownership, status, and configuration details. | | CI type | A template that defines the structure and behavior of CIs in a specific category. The CI type determines which attributes each CI has, how the CI appears in the hierarchy, and how it’s used in CMDB operations. | | CI Tag | A label that helps classify, group, and identify related configuration items (CIs) in CMDB. Tags can include one or more values and can be applied manually or through discovery, imports, and APIs. | | Attribute | A field that stores specific information about a CI, such as the operating system, IP address, model number, or serial number. Attributes help define the CI’s technical, functional, and ownership details. | | Attribute set | A reusable group of attributes that you can apply to multiple CI types. An attribute set enforces consistency by standardizing which fields are available for similar CI types. | | CI relationship | A record that defines how two CIs are connected. The relationship describes dependencies, connections, or associations between the CIs. For example, a database hosted on a virtual machine. | | Relationship type | A rule that defines the direction and semantics of a CI relationship, for example, runs on, depends on, or hosts. A relationship type enforces consistency in how relationships are created and interpreted. | | Service graph | A visual representation of the relationships and dependencies between CIs. You can see how infrastructure components connect to services and identify the potential impact of outages or changes. | | Service graph layout | A predefined or custom configuration that controls how a service graph is displayed. A service graph layout defines which configuration item types and relationship types appear in the graph, helping you focus on specific views such as infrastructure, application dependencies, or network topology. | | Identification rule | A rule that determines how to match incoming CI data to existing CIs during discovery or import. An identification rule uses attributes, such as the serial number or MAC address, to avoid duplicates and support accurate record matching. | | Affected CI | A CI directly associated with an incident, problem, or change. An affected CI represents the asset experiencing the issue and appears in a dedicated panel on the related IT service record. These CIs are added manually or filtered from CMDB based on user selection. | | Impacted CI | A CI that is indirectly affected due to a defined relationship with an affected CI. An impacted CI helps assess the scope of disruption and appears in a separate panel on the IT service record. These CIs are derived from relationships established in CMDB. | <!-- document id=1c0c8aed1959f2e52897d183aa48e37b53041c3fa7b90aecf89899e23a9ec0a6 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_key_terms.md --> # Key Terms in Discovery Get familiar with essential terms before you start using discovery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> | Term | Description | | --- | --- | | Discovery Application | A lightweight service installed on a Windows host that performs agentless scans within your network. Discovery application uses native protocols like WMI, SSH, and SNMP to identify and profile devices. For example, installing a discovery application inside your data center to scan subnets for servers and network devices. | | Discovery Agent | A program deployed on endpoint devices to collect configuration and software data. Agents send the collected data to the Discovery application, which then updates the Configuration Management Database (CMDB). Use agents to scan devices that aren’t reachable through network scans, such as laptops used outside the corporate network. | | Credential Manager | A secure vault that stores reusable credentials for discovery scans. Credential manager supports SSH, SNMP, WMI, and cloud account credentials. For example, create an AWS credential once and reference it in multiple discovery targets. | | Credential Type | The protocol or authentication method supported by discovery. Common types include WMI for Windows, SSH for Linux and macOS, SNMP for network devices, and API keys for cloud accounts. | | Discovery Target | A defined source that discovery scans to collect asset data. Targets can include IP ranges, cloud providers like AWS or Azure, or endpoint management systems like Intune. For example, define a target for your Azure environment to discover all virtual machines under a subscription. | | Discovery Probe | A prebuilt connector that determines how data is collected from a specific type of target. Each probe uses relevant protocols and queries to identify devices and applications. For example, the AWS cloud discovery probe collects EC2 and RDS data from your AWS account. | | Scan Job | A scheduled operation that runs a discovery scan against one or more targets. Each scan job records status, duration, and number of assets discovered. For example, you can run a daily scan job to detect new virtual machines in AWS. | | Process Job | A background task that processes discovery data after a scan gets completed. Process jobs identify relationships between discovered assets, detect communication patterns, and update related records in CMDB. | | Agentless Scanning | A method that uses network protocols and credentials to scan devices without installing agents. Suitable for servers, routers, and switches inside a corporate network. | | Agent-Based Scanning | A method that uses installed agents on endpoint devices to collect detailed configuration and software data. Ideal for end-user compute devices that aren’t always connected to the corporate network, such as laptops and remote workstations. | <!-- document id=6afd6122e15d13eca6d082b86ae9437c94b70433ad4080766068253b30712f6a url=/admin/current/en-us/service/264-0-0/voice_perf_metrics_key.md --> # Key Voice Performance Metrics After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> The Voice objects collect these key metrics and errors. You can add key metrics and errors to Voice custom reports to help you understand Voice performance. They are values in the Source Type report field. - Disconnected calls - Calls missed by reps - Rep status sync - Service degradation - Call quality degradation - Transcript not found - Voice routing error - Voice call data sync error - Voice call field value error - Voice call time to assign - Vendor login failure For each key metric or error above, these details appear with values from which you can group data. They are values in the Detail Type report field. - Error - Disconnect reason - Mean Opinion Score (MOS) code - Call failed to connect reason - Call failed to connect duration seconds - Status sync reason - Transcript not found reason - Voice call field value error reason - Call time to assign seconds - Vendor login failure reason ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To view the status of the Salesforce Voice service in real time, visit the Salesforce trust site at [status.salesforce.com](https://status.salesforce.com) and select your Salesforce instance. On the Current Status tab, look for Salesforce Voice in the list of services. ## Disconnected Calls Stores data about disconnected call states outside of typical disconnected paths. For example, track how many calls were disconnected outside of typical call paths. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Your telephony provider must support this metric for you to use it. Also, for Amazon Connect, you must update your Contact Center to 12.0 to store disconnected call metrics. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e192">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e198">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e201">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e204">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e207">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e198 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e201 ">Call Disconnect Issue </td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e204 ">Disconnect Reason</td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e207 "> <ul> <li>Call Disconnected from Flow – Call was disconnected in a flow.</li> <li>Telephony Issue – Call was disconnected due to an issue with the carrier, network congestion, network error, or more.</li> <li>Other Issue – Call was disconnected for a reason not covered by the previous codes. For example, the contact was disconnected by an API call. </li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips - For Call Disconnected from Flow values, check if there are any disconnect blocks in your contact flow configuration. You may need to investigate what is triggering a disconnect in your contact flow. Also, check that your contact flow is configured correctly and used when intended. If this metric appears frequently, it requires immediate attention. See AWS Documentation: [Troubleshooting contact flow errors in Amazon Connect](https://catalog.workshops.aws/troubleshooting-contact-flow-errors/en-US), [Flow block: Set disconnect flow](https://docs.aws.amazon.com/connect/latest/adminguide/set-disconnect-flow.html), and DisconnectReason in [Contact records data model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html). - For Telephony Issue values, which are supplied by your telecom provider, we recommend you reach out to your telephony vendor. For more information, you may have to log a customer service ticket with your vendor, such as Amazon. ## Calls Missed by Reps Stores data about missed calls by contact center reps. For example, missed calls for a specific duration. This article uses "agents" to refer to contact center reps, not AI agents. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e320">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e326">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e329">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e332">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e335">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e326 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e329 ">Agent Missed Call</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e332 ">Why Call Failed to Connect </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e335 "> <ul> <li>Call Missed – Agent missed the call.</li> <li>Call Accepted But Missed – Agent accepted the call but missed it.</li> <li>Call Rejected – Agent rejected the call.</li> <li>Call Accepted But Failed – Agent accepted the call but the call failed.</li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips - For Call Missed and Call Accepted But Missed values, agents might not answer calls or callback requests within 20 seconds. If agents answer calls within 20 seconds, check your virtual desktop infrastructure (VDI). If your VDI configuration looks fine, then contact Salesforce Customer Support for help. See Salesforce Help: Call Timing in [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&type=5&language=en_US) and [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&type=5&language=en_US). - For Call Missed and Call Rejected values from outbound call types, check the following from agents’ phone number: - The phone number being called is valid. - The phone number is being dialed in E.164 format or the format required by your telephony provider. - The country the phone number belongs to is an approved or allowlisted country by your telephony provider. - The country the phone number belongs to is an approved or allowlisted country by your telephony provider. - If the previous conditions are met, contact your telephony provider to ensure a connection was established. - For Call Rejected values, ask agents why they rejected calls or train agents not to reject calls under certain circumstances. - For Call Accepted But Failed values, check the frequency at which these occur. - If frequent, you may need to start with your telephony vendor and see if the vendor connection wasn’t established. - Whisper flow delays may have caused these values. Audio for whispers shouldn’t exceed two minutes. See AWS Documentation: [Flow block: Set whisper flow](https://docs.aws.amazon.com/connect/latest/adminguide/set-whisper-flow.html). - Check your contact flow logs for any relevant information. ## Rep Status Sync Stores data about any rep status inconsistencies between Salesforce and telephony systems. For example, track Omni-Channel sync issues, which indicate reps’ availability. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This metric is stored only when **Presence Status Sync** is turned off in your contact center. See [Sync Presence Statuses Automatically](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&type=5&language=en_US) in Salesforce Help. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e497">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e503">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e506">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e509">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e512">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e503 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e506 ">Call Disconnect Issue </td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e509 ">Disconnect Reason </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e512 "> <ul> <li>Vendor status wasn’t routable and the mapped Omni status doesn’t match the actual Omni status.</li> <li>Vendor status was not routable but the rep was available.</li> <li>Vendor status was routable but there wasn’t a voice channel. </li> <li>Vendor status was offline but the user was busy. </li> <li>Vendor status was offline but there’s a voice channel. </li> <li>Vendor status included an error and the rep went from calling a customer to a missed call. </li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips For Vendor status was not routable and the mapped omni status is not the same as the actual omni status values, check that **Presence Status Sync** is turned off in your contact center. Turn on **Presence Status Sync** for Salesforce and your telephony system to resolve inconsistencies, and run the report again. ## Service Degradation Stores data that indicates if a group of calls experienced service degradation during a period of Voice resiliency, which ensures that telephony service is operational. For example, track how many calls were impacted when the number of conversations is over the limit or when the background service is affected. During a period of Voice resiliency, certain Salesforce Voice features and functionalities may be impacted. See Knowledge Article: [Voice Resiliency for Salesforce Voice](https://help.salesforce.com/s/articleView?id=000395549&type=1&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d28037e621">Voice Performance Objects: Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e627">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e630">Metric</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e621 d28037e627 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e621 d28037e630 ">There are no metric details for this specific metric, but this metric is tracked whenever there’s a service disruption. </td> </tr> </tbody> </table> ## Call Quality Degradation Stores data about any Mean Opinion Score (MOS) code values below 3.5. MOS is a measure used in assessing the quality of experience for telecommunications. For example, track all calls that had a MOS score less than 3.5. Degraded call quality affects the quality of audio and effectiveness of the call due to increased latency or packet loss. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e695">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e701">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e704">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e707">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e710">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e701 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e704 ">Call Quality Degradation</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e707 ">Mean Opinion Score </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e710 ">0 through 5 – 0 being the lowest perceived quality of the voice call and 5 being the highest. Any degradation from 3.5 through 0 is stored. </td> </tr> </tbody> </table> ### Troubleshooting Tips - For 3.5 or below values, check with your telephony vendor for any connection issues. - To act on this metric, a rep has to have a pattern, such as the last 20 calls were of degraded call quality. ## Calls Missing Transcripts Stores data that indicates when a call is missing a transcript generated through Contact Lens for Amazon Connect, Amazon Transcribe, or a partner telephony transcription service. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e796">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e802">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e805">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e808">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e811">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e802 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e805 ">Transcript Not Found</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e808 ">Transcript Not Found Reason </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e811 ">Transcript not found for voice call</td> </tr> </tbody> </table> ### Troubleshooting Tips For voice calls transcribed with Contact Lens for Amazon Connect, backfill up to 100 missing transcripts at a time by using the contactDataSync Lambda function. #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide:_ ContactDataSync Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_contactdatasyncfunction.htm) ## Voice Routing Error Stores data that indicates when Omni-Channel fails to route voice calls. For example, track any instances where Omni-Channel flows failed and on which calls they failed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e901">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e907">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e910">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e913">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e916">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e907 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e910 ">Voice Call Routing Error </td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e913 ">Routing Failure </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e916 ">Omni-Channel Error Routing Voice Call – Omni-Channel failed to route the voice call.</td> </tr> </tbody> </table> ### Troubleshooting Tips For the VoiceRoutingExecutionFailed value, check that your Omni-Channel flow configuration is correct. See Salesforce Voice Implementation Guide: [Execute an Omni-Channel Flow](https://developer.salesforce.com/docs/atlas.en-us.244.0.voice_developer_guide.meta/voice_developer_guide/voice_rest_omniflow_execute.htm). ## Voice Call Data Sync Error Stores metrics about post-call data sync errors. For example, track all calls where After the contact record sync fails. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1000">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1006">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1009">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1012">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1015">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1006 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1009 ">Voice Call Data Sync Error</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1012 ">Data Sync Failure</td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1015 "> <ul> <li>Update Voice Call Failed – Did not update voice call because of restricted picklist value.</li> <li>Create Voice Call Recording Failed – Call recording wasn’t created due to a missing recording link in the data transmission.</li> <li>Upload Voice Call Recording Failed – Connection Error.</li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips - The values for this metric direct you to check customization issues in your org. For example, the Update Voice Call Failed value directs you to check the picklist values configured on custom attributes on VoiceCall. - If you use Einstein Conversation Insights, and experience upload errors with call recordings, check that the feature is set up correctly. See Salesforce Help: [Connect Voice Recording Providers](https://help.salesforce.com/s/articleView?id=sales.call_coaching_setup_recording_providers.htm&type=5&language=en_US). - If you experience general issues with call recordings, See Salesforce Help: [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&type=5&language=en_US). - If you can’t resolve setup or configuration issues by fixing your customization issues, then contact Salesforce Customer Support for help. ## Voice Call Field Value Error Stores metrics about missing fields or field values being passed to your Amazon Connect flow or partner telephony system. For example, track calls where a field and value are set as a contact attribute in an Amazon Connect flow, but the field doesn’t exist in the Salesforce VoiceCall object or there was an issue assigning it a value. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1128">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1134">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1137">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1140">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1143">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1134 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1137 ">Voice Call Field Value Error</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1140 ">Voice Call Field Value Error Reason </td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1143 "> <ul> <li>The specified field {field-name} doesn’t exist.</li> <li>You can’t set a value for field Description. You can set values for fields RecordTypeId, CallOrigin, SourceType, ToPhoneNumber only.</li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips Check customization issues in your org based on the values for this metric. For example, note the field values for a VoiceCall object. #### See Also - [_Object Reference for the Salesforce Platform:_ VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm) - [_Salesforce Field Reference Guide:_ VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.sfFieldRef.meta/sfFieldRef/salesforce_field_reference_VoiceCall.htm) ## Voice Call Time to Assign Stores data about inbound, transfer, and callback voice calls that take longer than 1.5 seconds to assign to a rep. For example, track any calls that take more than 1.5 seconds to assign to see if there are delays in routing calls to reps, and to troubleshoot the source of the delays. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1248">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1254">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1257">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1260">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1263">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1254 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1257 ">Voice Call Time-to-Assign</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1260 ">Time to Assign in Seconds</td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1263 ">1.6 or more value in seconds.</td> </tr> </tbody> </table> ### Troubleshooting Tips - If the value is more than 1.6 seconds, check your configuration with your telephony vendor. There are five steps from which any one step could indicate the cause of a delay: - The call is placed by an end user - The call is detected by the telephony vendor and the VoiceCall Telephony API is invoked to create a VoiceCall - It’s possible that the omniFlow Routing API is also invoked to fetch routing instructions from Salesforce by running an Omni flow - The call is placed in a queue so it can route to the next available rep - The call is routed to a rep - If calls are missed when accepted, then contact Salesforce Customer Support for help. ## Vendor Login Failure Stores data about failed login attempts. For example, track instances of SSO issues. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.026431718061673%"> <col style="width:22.026431718061673%"> <col style="width:23.568281938325992%"> <col style="width:32.378854625550666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1361">Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1367">Telephony Model</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1370">Metric</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1373">Detail</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1376">Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1367 "> <p>Available in:</p> <ul> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1370 ">Vendor Login Failure Issue</td> <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1373 ">Vendor Login Failure Reason</td> <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1376 "> <ul> <li>SSO failed and iframeRetriesExhauted – SSO Error.</li> </ul> </td> </tr> </tbody> </table> ### Troubleshooting Tips - Vendor Login Failures Reasons are supplied by your telecom provider. If you see unexpected values, reach out to your telephony vendor. - If you encoutner persistent or reoccuring errors, run the Connection Status utility to help with additional troubleshooting. For more information, see [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues."). <!-- document id=a50890ac31a2577a0d9de8a801dcdddf6eeb667f80e17b6e39f27038475a352d url=/admin/current/en-us/service/264-0-0/it_srvcs_key_workflows.md --> # Key Workflows in IT Services Effective IT service management follows a cycle: issues are captured, investigated, resolved, and analyzed to drive future improvements. For service requests, a standardized fulfillment process is followed. Agentforce IT Service streamlines IT operations by unifying the incident, problem, change, and release lifecycle into a continuous workflow. Salesforce supports each stage with features that reduce manual effort and improve collaboration using automation, AI, and collaboration tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Intake Employees can report IT issues through multiple channels, including Slack, MS Teams, and a self-service portal, which are submitted as incidents. IT fulfillers can also log incidents when employees report them through chat, voice, and email. AI agents can also help interpret intent and automatically raise an incident. Standard service requests, such as granting software access or providing a standard asset, are captured using the Unified Service catalog via the portal, Slack, or Teams in the intake stage. Automated notifications keep employees updated through their preferred channels. ## Triage Priority rules automatically assign the incident a priority on the combination of urgency and impact as defined by the admins. Omnichannel Routing or Assignment Rules automatically direct incoming work based on agent skill, availability, or predefined criteria. Einstein uses historical data to assist with assignment while AI agents help check classification and automatically associates related records and evaluates next steps. Service requests automatically routed to fulfillment teams. Or, if an orchestration process is set up, the request is managed accordingly and may also need manager approval. ## Investigation If an incident cannot be resolved quickly or is designated a major incident, a problem is created by the fulfiller or automatically. The problem fulfiller conducts a root cause analysis (RCA) to identify the underlying cause of the recurring issue. CMDB Service Graph and Asset Discovery provide a single source of truth for affected assets. Data 360 unifies operational data for analysis. Fulfillers can use the service graph and AI to do impact analysis and take help from experts in swarm channels. For problems with a temporary workaround, problem fulfillers document a Known Error article. For problems that are not resolved but the risk is acceptable by the company, problem managers use the Accept Risk action to acknowledge and close the problem. ## Troubleshoot For problems that can be resolved, fulfillers define a permanent fix which initiates a change request. Support reps access resolutions from articles and use action plans for complex, multi-step fixes. AI agents helps the support reps by summarizing findings and suggesting next steps. Change request approvals are streamlined for immediate action through notifications sent directly in emails or Slack to approvers. Service-level agreements (SLAs) track response and resolution against defined targets. The change request undergoes risk assessment. Salesforce automatically calculates a risk score based on the attributes of the change. The change fulfiller uses the IT Services Calendar to schedule the change to make sure it occurs during a designated maintenance window and avoids any scheduled moratorium events. ## Resolution The approved change request leads into release management, which coordinates the formal deployment of the fix. The process uses defined release stages to control deployment and track all mandatory documentation. The knowledge base is updated to capture the lessons learned and the resolution summaries provide critical grounding data for AI to help with future issues. Service requests are immediately routed and fulfilled using defined service processes and action plans to automate necessary tasks and provide consistent delivery. ## Monitor Service outcomes are measured, patterns are analyzed, and improvements are implemented. Tableau Analytics and Data 360 help IT leaders identify recurring issues, track KPIs, and manage team performance. Continuous CMDB updates ensure asset and service data remains accurate. <!-- document id=1b92b3682fa400782b5d2aa539731011f7ef5ac7caa39d0a2fe7a84f07860c3a url=/admin/current/en-us/service/264-0-0/category_shortcut.md --> # Keyboard Shortcuts for Data Categories Use keyboard shortcuts to work quickly with data categories. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:44%"> <col style="width:29.333333333333332%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d158110e60">Command</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d158110e63">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d158110e66">Shortcut</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d158110e60 ">Adding a category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Add a sibling to the selected category</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Enter</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Add a child to the selected category</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Enter+Tab</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Close the Add Category field</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Esc</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Save changes in the Add Category field</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Enter</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d158110e60 ">Modifying a category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Open the Edit Category field for the selected category</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Spacebar</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Close the Edit Category field</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Esc</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Save changes in the Edit Category field</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Enter</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d158110e60 ">Demoting or promoting a category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Demote a category down one level, as a child of the sibling currently above it</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Tab</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Promote a category up one level, as a sibling to its current parent</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Shift+Tab</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e60 ">Deleting a category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Delete the selected category and its children</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Delete</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d158110e60 ">Navigating in the category hierarchy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Move the focus up in the category hierarchy</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Up Arrow</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Move the focus down in the category hierarchy</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Down Arrow</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Collapse children in a parent category</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Left Arrow</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Expand children in a parent category</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Right Arrow</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d158110e60 ">Canceling or repeating an action</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Undo the last action</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Ctrl+Z</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Redo the last action</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Ctrl+Y</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e60 ">Saving the changes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e63 ">Save the last changes in the category hierarchy</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d158110e66 ">Ctrl+S</td> </tr> </tbody> </table> <!-- document id=543d197cbab82ff0b1497a1694b0a7f67d1d939ce452401a9c1c64e1bfceb5a2 url=/admin/current/en-us/service/264-0-0/console_lex_keyboard_shortcuts.md --> # Keyboard Shortcuts for Lightning Console Apps Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and work with records faster and without using your mouse. You can use these shortcuts with your web browser shortcuts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note - You can’t customize keyboard shortcuts in Lightning Experience. - Keyboard shortcuts are enabled by default. To prevent interference with assistive tools such as screen readers, you can disable keyboard shortcuts. From the global header, select the **Help Menu**. Then click **View Keyboard Shortcuts** and switch off keyboard shortcuts. If you use different web browsers, disable keyboard shortcuts for each browser separately. - Keyboard shortcuts aren’t case-sensitive. For example, Shift+B is the same as Shift+b. If Ctrl, Alt, or Shift is part of the shortcut, the sequence of the keys doesn’t matter. For example, Ctrl+Alt+A is the same as Alt+Ctrl+A. - For shortcuts that specify “then,” release the first key, or key combo, before typing the next key. The comma isn’t part of the shortcut. - Keyboard shortcuts are supported on U.S. and U.K. keyboards. Shortcuts that include / (forward slash) and . (period) aren't supported on other language keyboards. - Lightning Experience keyboard shortcuts don’t work on Salesforce Classic apps viewed in Lightning Experience or in Visualforce or iFramed components. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.076923076923077%"> <col style="width:61.53846153846154%"> <col style="width:15.384615384615385%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2313e117">Command</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2313e120">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2313e123">Shortcut</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d2313e117 d2313e120 d2313e123 "> <strong>Global</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Close or deselect</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Close or deselect a window.</p> <p style="margin-bottom:0;">You can’t close some windows and dialogs with this shortcut.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Esc</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Copy URL for active tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Copy the URL for the tab that’s in focus.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+c, then s</p> <p style="margin-bottom:0;">macOS: Cmd+c, then s</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Copy URL for active workspace tab and subtabs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Copy the URL for the focused workspace tab, including its related subtabs. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+c, then w</p> <p style="margin-bottom:0;">macOS: Cmd+c, then w</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Edit</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Edit a record.</p> <p style="margin-bottom:0;">This shortcut doesn’t work with Lightning Knowledge articles, reports, dashboards, feed items, approval requests, and email messages.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">e</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Insert quick text</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Displays the quick text browser. Use the browser to find, preview, and insert quick text. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+.</p> <p style="margin-bottom:0;">macOS: Cmd+.</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open or close History</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Opens or closes the History utility.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">h</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open or close Macros</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Opens or closes the Macros utility.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">m</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open or close Notes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Opens or closes the Notes utility.</p> <p style="margin-bottom:0;">To use this shortcut, first open the utility.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">n</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open or close Omni-Channel</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Opens or closes the Omni-Channel utility.</p> <p style="margin-bottom:0;">This shortcut works in the Service Console app only.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">o</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Post to feed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Submits a post or comment.</p> <p style="margin-bottom:0;">You can submit posts, comments, and questions with details. This shortcut doesn’t work on other publisher actions, such as emails and polls.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+Enter</p> <p style="margin-bottom:0;">macOS: Cmd+Enter</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Save</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Save a record.</p> <p style="margin-bottom:0;">Your focus must be on a field.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+s</p> <p style="margin-bottom:0;">macOS: Cmd+s</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Places your cursor in the search box.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">/</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Show shortcut menu</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Displays the available shortcuts in a modal window.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+/</p> <p style="margin-bottom:0;">macOS: Cmd+/</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d2313e117 d2313e120 d2313e123 "> <strong>Navigation</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Focus notifications</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Focuses the notification panel. Press the shortcut again to focus the next notification.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">c</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Focus notifications (reverse order)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Focuses the notification panel. Press the shortcut again to focus the previous notification.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Shift+c</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to composer window</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Goes to the docked composer window.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then d</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to item menu</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Opens the item menu and places your cursor on the first item.</p> <p style="margin-bottom:0;">Use the arrow keys to switch items. To open an item, press Enter.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then i</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to selected navigation item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Opens or moves the focus to the selected navigation item.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then l</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to publisher</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Takes you to the publisher.</p> <p style="margin-bottom:0;">If your publisher has multiple actions, you can use the Tab and arrow keys to navigate within the publisher.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then p</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to subtab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Moves the focus to the active subtab.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then s</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to utility bar</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Goes to the utility bar.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then u</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Go to workspace tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Moves the focus to the active workspace tab.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">g, then w</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">“Go to” modifier for dialogs, forms, and input fields</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">When inside a dialog, form, or input field, use this shortcut to start a “go to” command instead of g.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+Alt+g</p> <p style="margin-bottom:0;">macOS: Cmd+Opt+g</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open nav item in a new workspace tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Opens the selected nav item in a new workspace tab.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+Mouse Click</p> <p style="margin-bottom:0;">macOS: Cmd+Mouse Click</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Open link in an inactive tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Opens the selected link in a workspace tab or subtab without shifting focus to the new tab.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Not supported for Microsoft® Internet Explorer® 11 or Microsoft® Edge.</div> </div> </div> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 "> <p>Windows: Ctrl+Mouse Click</p> <p style="margin-bottom:0;">macOS: Cmd+Mouse Click</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Switch tabs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 "> <p>Switch between workspace tabs and subtabs.</p> <p style="margin-bottom:0;">To switch, your focus must be on the tab itself.</p> </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Left Arrow or Right Arrow</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d2313e117 d2313e120 d2313e123 "> <strong>Tabs</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Close workspace tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Closes the current workspace tab, including its subtabs.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Shift+x</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Close all tabs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Closes all unpinned tabs.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Shift+w</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e117 ">Refresh tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e120 ">Refreshes the current workspace tab, including its subtabs.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d2313e123 ">Shift+r</td> </tr> </tbody> </table> #### See Also - [Default Keyboard Shortcuts for a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_keyboard_shortcut_ref.htm&release=264.0.0&type=5 "These shortcuts are automatically available for a console, and an administrator can customize or turn them off. The shortcuts aren't supported in Lightning components used in Classic Salesforce Consoles.") <!-- document id=6d3743c62afe287e3f6f4d9c71c557961b10e358d20c64c349419ef85fd74c59 url=/admin/current/en-us/service/264-0-0/macros_shortcuts.md --> # Keyboard Shortcuts for Macros Use keyboard shortcuts to work even more efficiently with macros. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Macro Utility Shortcuts in Lightning Experience | Command | Description | Shortcut | | --- | --- | --- | | Open and close Macro utility | Opens and closes the macro utility. | M | | Run macro | Use this shortcut when a macro is selected in the list or your search results only return one item. | Enter | | Navigate list of macros | Use this shortcut when your focus is on the search bar to navigate the list of returned macros. | Arrow keys | ## Macro Builder Shortcuts in Lightning Experience <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:29.411764705882355%"> <col style="width:47.05882352941176%"> <col style="width:23.52941176470588%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e137">Command</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e140">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e143">Shortcut</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d117255e137 d117255e140 d117255e143 "> <strong>Global</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Save</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Saves the macro and its instructions.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 "> <p>Windows: Ctrl+S</p> <p style="margin-bottom:0;">macOS: Cmd+S</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Display shortcut menu</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Launches the shortcut menu. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 "> <p>Windows: Ctrl+/</p> <p style="margin-bottom:0;">macOS: Cmd+/</p> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Switch panel focus</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Switches focus between the panels in Macro Builder. Focus moves from the title bar, the toolbar, the canvas, and the Instruction panel. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 ">F6</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d117255e137 d117255e140 d117255e143 "> <strong>Canvas</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Select focused element</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Selects the focused element.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 ">Spacebar or Enter</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Switch focus to next element</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Switches focus to the next element on the Macro Builder page.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 ">Tab</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Switch focus to previous element</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Switches focus to previous element on the Macro Builder page.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 ">Shift+Tab</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d117255e137 d117255e140 d117255e143 "> <strong>Instructions</strong> </td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e137 ">Switch focus to next instruction</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e140 ">Switches focus to the next instruction on the page. Your focus must be on an instruction in the Instruction panel to use to shortcut. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e143 ">Tab or Arrow keys</td> </tr> </tbody> </table> ## Macro Shortcuts in Salesforce Classic <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:29.411764705882355%"> <col style="width:47.05882352941176%"> <col style="width:23.52941176470588%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e289">Command</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e292">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d117255e295">Shortcut</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">Open Macro widget</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Opens the Macro widget in your console app.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">M</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">Go to macro search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Moves the cursor to the search bar in the macro widget.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">S</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">Edit macro</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Edit the selected macro. </td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">E</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">View macro</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">View the Macro Details page for a macro.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">V</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">Run macro</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Run the selected macro.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">Enter</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e289 ">View macro instruction</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Expands or collapses the selected macro’s instruction.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">Spacebar</td> </tr> <tr class=""> <td data-label="Command" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d117255e289 ">Navigate macro list</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Scroll up the macro list.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">Up Arrow</td> </tr> <tr class=""> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e292 ">Scroll down the macro list.</td> <td data-label="Shortcut" class="slds-cell-wrap" style="vertical-align:top;" headers="d117255e295 ">Down Arrow</td> </tr> </tbody> </table> #### See Also - [Create Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_create.htm&release=264.0.0&type=5 "To create macros in Salesforce Classic, use the macro widget.") - [Create Macros in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.macros_create_lightning.htm&release=264.0.0&type=5 "To create a macro in Lightning Experience, use the Macro Builder—an easy-to-use point-and-click builder.") <!-- document id=ff95b2533f2f5dfcb729a61b8c73307bd9da489d87cd08ae734ffb417fca8c0b url=/admin/current/en-us/service/264-0-0/omni_keyboard_shortcuts.md --> # Keyboard Shortcuts for Quick Controls Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone. | Keyboard Shortcut | Function | | --- | --- | | Accept/Hangup | Accept work items such as voice calls, messages, and so on. This shortcut is also used to end an active voice call. | | Decline | Decline work items such as voice calls, messages, and so on. | | Mute/Unmute | This shortcut toggles mute and unmute for an active voice call. | - **[Configure Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.omni_configure_shortcuts.htm&release=264.0.0&type=5)** Configure your own keyboard shortcuts for quick controls within the Enhanced Omni-Channel utility. - **[Limitations of Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.omni_shortcuts_limitations.htm&release=264.0.0&type=5)** Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls. <!-- document id=ba21ae794d3a14223f2de1a351cbf05adc34df4648309c6a069ce4b947bdacd4 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_keyboard_shortcuts.md --> # Keyboard Shortcuts in the Scheduling Console Use keyboard shortcuts to navigate the Gantt, switch views, and act on service appointments faster in the Scheduling Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To see the full list of keyboard shortcuts while working in the Scheduling Console, go to **Settings** > **Keyboard Shortcuts**. ## Global & Navigation | Action | Description | Keyboard Shortcut | | --- | --- | --- | | Move view back or forward 1 day | Moves the Gantt view back or forward by one day. | \[or\] | | Jump to today | Returns the Gantt view to the current date. | T | | Navigate within a focused area | Moves focus between elements within the active area. | ← → ↑ ↓ | | Close or deselect a panel, popover, or window | Closes an open panel, popover, or window, or clears the current selection. | Esc | ## View Switching | Action | Description | Keyboard Shortcut | | --- | --- | --- | | View 1 day | Sets the Gantt resolution to 1 day. | 1 | | View 2 days | Sets the Gantt resolution to 2 days. | 2 | | View 3 days | Sets the Gantt resolution to 3 days. | 3 | | View 1 week | Sets the Gantt resolution to 1 week. | 7 | | View 2 weeks | Sets the Gantt resolution to 2 weeks. | 8 | | View 3 weeks | Sets the Gantt resolution to 3 weeks. | 9 | | View 1 month | Sets the Gantt resolution to 1 month. | Shift + 1 | | View 2 months | Sets the Gantt resolution to 2 months. | Shift + 2 | | View 3 months | Sets the Gantt resolution to 3 months. | Shift + 3 | | View 4 months | Sets the Gantt resolution to 4 months. | Shift + 4 | | View 5 months | Sets the Gantt resolution to 5 months. | Shift + 5 | | View 6 months | Sets the Gantt resolution to 6 months. | Shift + 6 | ## Service Appointment Actions These shortcuts are available when a service appointment is selected. | Action | Description | Keyboard Shortcut | | --- | --- | --- | | Open Service Appointment record | Opens the selected service appointment record. | S | | Open Work Order or Work Order Line Item record | Opens the parent work order or work order line item record. | W | | Show on Gantt | Highlights the selected service appointment on the Gantt. | G | | Switch active Service Appointment on Gantt or Service Appointment list | On the Gantt, adds or removes the active service appointment from the selection. On the service appointment list, selects or clears the checkbox on the focused row. | Space | | Open Service Appointment popover | Opens the popover for the selected service appointment. | Enter | <!-- document id=46778cf626eeb4671d7a873e19f65e80222afb4efa8acfb12dd78e14c5d5101f url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_knowledge_analytics_dashboard.md --> # Knowledge Analytics Dashboard for IT Services Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service. ### Required Editions For example, a knowledge manager can identify articles that lack engagement and prioritize content updates to make sure the knowledge base is up-to-date and to reduce support tickets. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> Filter the data in the Knowledge Analytics dashboard by time period to get personalized and targeted analysis. - The Overview section details metrics for evaluating knowledge management, including article visibility, user engagement, and impact on object resolution. Key metrics track views, unique viewers, engagements, resolution rates (with or without knowledge), time savings, and attachment rates. - The Explore More section assesses documentation completeness, average handling time, and efficiency of customer interactions. - The Data Explorer Distribution section provides a detailed view of user interaction, categorized by user type, context, and content category. Learn the definitions of key metrics in the Knowledge Analytics dashboard. | METRIC | DESCRIPTION | | --- | --- | | Total Article Views | Helps you understand overall content consumption by showing the cumulative number of times knowledge articles are viewed. | | Total Unique Viewers | Shows the distinct number of individuals who accessed knowledge articles. | | Total Engagements | Helps you assess the usefulness of the content by showing the total number of user interactions such as likes, comments, or shares with knowledge articles. | | Engaged Articles | Shows articles that received significant user interaction. This metric helps you identify successful knowledge articles and understand what types of content resonate most with users. | | Objects without Knowledge Interactions | Shows incidents, cases, problems, and changes that are resolved without any knowledge article association. This metric helps you identify opportunities to write new articles or improve existing ones to address common issues. | | Objects Closed with Knowledge | Shows the number of cases or incidents that are successfully resolved by using knowledge articles. This metric shows the effectiveness of the knowledge base and the impact of knowledge on resolution efficiency. | | Avg resolution Time savings (mins) | Shows the average time saved on resolving issues when knowledge articles are used, compared to issues resolved without the use of knowledge articles. This metric quantifies the efficiency gains and business value derived from a comprehensive knowledge base. | | Knowledge Attachment Rate | Shows the frequency at which knowledge articles are attached to cases or incidents. The metric shows you the adoption and the relevance of available content during incident resolution. | | Engagements and Attachments | Shows the combined data of user engagements with articles and their attachment rates to cases. This metric provides you a holistic view of knowledge effectiveness. and helps you understand both user satisfaction and practical application of knowledge. | | Objects with Knowledge Interactions | Shows the incidents, cases, problems, and changes that got resolved with the knowledge base. Use this metric to compare ‌ knowledge utilisation trends. and understand the total reach and attempted usage of the knowledge base. | | Avg. Handle Time | Shows the average time a representative spends on a case or incident, including time spent searching for knowledge. This metric indicates how effectively knowledge articles contribute to quicker resolutions. | | Engagement by User Type | Helps you categorize knowledge article engagement based on different user roles for example, representative, end-users to tailor content and improve usability for specific audiences. | | Engagement by Context | Helps you categorize knowledge article engagement based on the specific scenarios or issues users are trying to resolve, helping you identify relevant content for various contexts. | | Knowledge Articles | Shows the total number of articles available in the knowledge base. | | Knowledge Users | Shows the total number of unique individuals who access and use the knowledge base. | <!-- document id=3d1ec8b0f9c3199606db67232a88b34f8f32f0dcb75c65891c07bbf600981023 url=/admin/current/en-us/service/264-0-0/knowledge_article_summary_limitations_and_important_considerations.md --> # Knowledge Article Summary Limitations and Important Considerations This topic describes the known limitations and important considerations for the Knowledge Article Summary feature. Awareness of these limitations supports proper component behavior and improves the quality of AI-generated summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Community, Community Plus, or Agentforce for Service add-on</td></tr></tbody></table> ## Grounding Data Quality The quality of a generative AI summary depends on the quality and completeness of the grounding data. Summary generation can fail or produce low-quality results when the fields selected in Service AI Grounding do not contain sufficient content. Rich-text fields that contain the main body of a knowledge article, such as Article\_Body\_\_c or Details\_\_c, provide more reliable grounding data for summary generation. Fields that contain only short text, such as a title or abstract, can result in incomplete or unavailable summaries. ## LWR Connect API Performance Setting The Knowledge Article Summary component might not function correctly on LWR Experience Cloud sites when the Improve Performance of Connect APIs in your LWR Sites setting is enabled. This setting can affect the component’s ability to retrieve or generate AI-generated summaries. Proper operation of the Knowledge Article Summary component requires the Improve Performance of Connect APIs in your LWR Sites setting to remain disabled in the Administration settings of the site’s Workspaces. ## Knowledge Article Summary Field Priority The Summary field on the Knowledge Article Version determines whether the Knowledge Article Summary component displays a manually entered summary or an AI-generated summary. When the Summary field contains a value, the component shows the existing value instead of generating an AI summary. The system generates an AI summary using the Summarize Knowledge Article prompt template only when the Summary field is empty. When the Summary field is empty, the system determines the summary based on the following priority: - A previously generated AI summary stored in the system - A new AI-generated summary created using the Summarize Knowledge Article prompt template Experience Cloud sites show AI-generated summaries only when the Summary field on the knowledge article remains empty. ## Workaround A value in the Summary field prevents the Knowledge Article Summary component from generating an AI summary. Removal of the value in the Summary field enables the system to generate or retrieve an AI-generated summary based on the configured Summarize Knowledge Article prompt template. Republishing the article might be required after the value is removed. <!-- document id=94063e75d7059a3532bfae0b8365bdf5396b808b2870ede657f52f5cc8664d27 url=/admin/current/en-us/service/264-0-0/knowledge_article_types_manage.md --> # Knowledge Article Types Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_create.htm&release=264.0.0&type=5)** An article type controls how an article displays and what type of information of fields are included. - **[Article Type Page Layouts](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5)** Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile. - **[Add Custom Fields to Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_fields_custom_add.htm&release=264.0.0&type=5)** Create custom fields to store information that’s important to your articles. The only standard fields provided on article types are: Article Number, Summary, Title, and URL Name. At minimum, you want to create a field where authors can write the body of the article. - **[Article Type Templates](https://help.salesforce.com/s/articleView?id=service.knowledge_article_templates_create.htm&release=264.0.0&type=5)** Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—Tab and Table of Contents—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout. - **[Delete an Article Type](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_delete.htm&release=264.0.0&type=5)** Deleting article types can result in errors and lost data. Read this entire topic carefully before deleting article types. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=f0576f55e10dbb62e8c1c35033df1a6bb89c71fee5fdd0af15acbe1d9fa7e165 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_create_articles_from_incidents.md --> # Knowledge Author Creates Articles from Incidents Help a knowledge author turn a verified incident resolution into reusable guidance. Support teams and employees can find the guidance through configured channels. To make the guidance available to Agentforce, add Salesforce Knowledge to an Agentforce Data Library. ## Use Case at a Glance **Persona:** A knowledge author responsible for converting incident evidence into accurate, findable, and governed articles **Job to be done:** Capture a reusable solution from an incident without exposing record-specific, sensitive, or unverified information **Starting point:** A resolved or well-understood incident contains enough evidence about the issue, symptoms, workaround, root cause, and resolution **Successful outcome:** A reviewed article describes the reusable problem and solution, follows the correct structure and visibility rules, relates to the source incident, and reaches its intended audience. Use this scenario to determine whether incident information is ready to become shared knowledge. Use the related Help topics for steps to configure Knowledge, create or edit articles, classify content, manage approvals, and publish articles. ## Select an Incident with Reusable Information Start with an incident that produced a repeatable insight. Strong candidates include recurring issues, hard-to-diagnose symptoms, useful workarounds, verified fixes, or solutions that reduce future handling time. Skip one-time events whose details don't apply beyond the original record. | Evidence | Knowledge Author Question | Decision It Supports | | --- | --- | --- | | Reuse value | Is another employee or support agent likely to encounter this issue? | Create an article, or keep the information on the incident. | | Verification | Which observations and actions are confirmed? | Separate proven guidance from assumptions. | | Scope | Which systems, versions, users, or conditions does the solution cover? | Define prerequisites, applicability, and exclusions. | | Safety | Does the incident contain personal data, credentials, internal URLs, or confidential details? | Remove restricted information and set the article’s visibility. | | Existing knowledge | Does an article already cover the same need? | Update, relate, or create content without duplication. | | Outcome | Did the workaround or resolution succeed, and how was success checked? | Write testable resolution and verification steps. | Salesforce Knowledge supports articles that IT teams can link to Incident, Problem, and Change Request records. For details about the available Knowledge features, see [Knowledge Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&release=264.0.0&type=5 "Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions.") and [Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_lightning_knwldg_parent.htm&release=264.0.0&type=5 "Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes."). ## Base the Article on Incident Information Review the incident subject, description, category, related and parent incidents, investigation notes, workaround, and resolution summary. Resolve contradictions before authoring. If essential information is missing, ask the incident owner to provide it or document what’s missing rather than inventing an explanation. Write for the next reader rather than copying the incident chronology. Remove names, record numbers, timestamps, conversations, and environment-specific details unless they affect the solution. Preserve symptoms, conditions, diagnostic signals, safe workarounds, resolution steps, and verification evidence. Search Knowledge before drafting. Compare the incident with existing published and draft articles, and update an existing article when it already covers the topic. Creating nearly identical articles splits feedback across articles, reduces search precision, and increases maintenance. ## Choose the Right Article Structure Use the record types and layouts available in your org. Your admin can create these custom record types for Knowledge: Known Error (developer name: `Known_Error`), Troubleshooting Guide (developer name: `Troubleshooting_Guide`), and How-To Articles (developer name: `How_To_Articles`). Authors don’t see these options unless the custom record types are created. Use a concise title that reflects the reader's problem or goal. Complete the fields that the chosen structure requires, such as summary, issue, workaround, root cause, and resolution. Include prerequisites, ordered actions, expected results, and a clear verification method when they help the reader act safely. For steps to create and edit articles, see [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&type=5&language=en_US). For details about IT Service record types and fields, see [Create Custom Record Types for IT Service Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5 "Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions.") and [Create Custom Fields on Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5 "Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions."). ## Draft with Einstein or Author Manually When Einstein Knowledge Creation for IT Service is turned on from the Features page in Salesforce Go, Salesforce deploys two prompt templates: Create Knowledge Articles from Incident and Create Knowledge Articles from Problem. From an incident or problem, use the in-product action to generate an article draft. Don’t confuse this action with Draft with Einstein for email. Treat generated content as a draft, not as verified information. Compare every claim with the incident and trusted technical sources. Remove unsupported conclusions, sensitive details, duplicate text, and references that apply only to the source record. Manual and AI-assisted authoring follow the same quality requirements. The author remains responsible for accuracy, scope, discoverability, safety, and maintenance, regardless of how the first draft was created. For details about generating articles, see [Create and Edit IT Service Knowledge Articles with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_create_articles.htm&release=264.0.0&type=5 "Create contextual knowledge articles from incident, problem, and change request records using generative AI. Reduce manual effort and standardize documentation by converting information from your IT service records into structured knowledge."). ## Classify, Review, and Publish Assign the categories, language, record type, and visibility settings that make the article discoverable without making it available too broadly. Test searches using terms that employees and support agents use. Confirm that the visibility settings match the article’s intended audience. Route the draft through the configured review or approval process. Ask a technically qualified reviewer to confirm the diagnosis, steps, safeguards, and verification criteria. Ask the content owner to confirm structure, clarity, duplication, classification, and ownership. Publish only after the article passes review. Employees and support teams can access the article only through channels that the org has enabled and that the article’s visibility settings permit, such as the console, portal, Slack, or Teams. Publishing an article doesn’t automatically make it available to Agentforce. For publishing behavior, see [Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&type=5&language=en_US). For classification behavior, see [Create Data Categories for Articles](https://help.salesforce.com/s/articleView?id=service.category_parent_admin.htm&type=5&language=en_US). ## Validate Reuse and Maintain the Article Return to the incident and confirm that the article is related to the incident or appears in Knowledge search results. Search as a support agent and, when appropriate, as an employee. Confirm that the intended audience can find and use the article without access to the source incident. Measure reuse through article associations, search behavior, views, feedback, and resolution outcomes. Revise the article when product behavior, affected versions, safeguards, or recommended steps change. Archive content that no longer represents a supported solution. A verified article is successful when another person can use it to resolve or avoid the issue. Article count alone doesn’t show that incident knowledge is accurate, findable, or reusable. ## Confirm That Incident-to-Knowledge Authoring Is Ready Before you begin, confirm that Lightning Knowledge is enabled and that knowledge authors have the required permissions. Confirm that the necessary record types, layouts, fields, categories, authoring actions, approval processes, and visibility channels are configured. To make these articles available to Agentforce, add Salesforce Knowledge to an Agentforce Data Library. See [Enable Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&release=264.0.0&type=5 "Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services."). <!-- document id=1fa154cc89f78166c85a02eac0b9ae9a9f1952e1c4a2ea73da6ce1fff6356fa5 url=/admin/current/en-us/service/264-0-0/knowledge_blocks_considerations.md --> # Knowledge Blocks Limitations and Considerations Before you start using Knowledge Blocks, review its limitations and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **Knowledge Block content has a limit of 32,000 characters.** A Knowledge Block can contain up to 32,000 characters. An article Rich Text Area field can contain up to 131,072 characters. - **Delete only unused draft or unused archived block versions.** You can delete a block version only when it’s a draft or archived version and no draft or published article uses it. - **To delete a knowledge block, delete all versions first.** You can’t delete a knowledge block while it still has versions. If draft or published articles use the block, remove those references, delete the versions, and then delete the block. - **Restored article drafts exclude deleted block content.** If you restore an archived article that uses a deleted knowledge block version, the restored draft doesn’t include that block’s content. - **Finish one knowledge block update before you start another.** When you update a knowledge block, wait until all articles that use it are updated before you update another knowledge block. If you update several knowledge blocks without waiting, some article updates can fail. - **Publishing several block versions at the same time can cause article updates to skip or fail.** If an article uses more than one of those blocks, auto-update and auto-publish can conflict on that article. The Article Update Status related list can show: - **Skipped.** Another block’s update changed or archived the article. - **Failed.** Two updates reached the same article draft at the same time. Try again to update the articles. - **Publish Failed.** The draft was updated, but auto-publish didn’t finish. Publish the article manually. - **Translate Knowledge Blocks for use in another language.** To insert a knowledge block into an article in another language, translate the block into that language first. - **Publish the default-language version before you publish block versions in other languages.** You can’t publish a block version in another language until you publish the default-language version. Knowledge Blocks don’t support auto-translation, so translate those versions manually. <!-- document id=dad876b17c6cc880b5831510847ed41e23947698e5bb2b2f022ecc1bfee8ac6b url=/admin/current/en-us/service/264-0-0/service_insights_dashboards_Knowledge.md --> # Knowledge Dashboard Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles. ### Required Editions ## Overview Tab <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by time period, case origin, queue, priority, agent, and contact response. Use filters to sort by article name, type, usage over time, publication date, and so on. You can also sort by articles used for AI grounding. Then, view the high-level statistics, such as the total article views, cases closed with a knowledge article, and case attachment rate. In the charts, you can see engagements and attachments trended over time, cases with attachments trended over time, and lastly time to handle cases. This last chart helps you understand the ROI of knowledge articles compared to cases solved without knowledge articles. You can see knowledge article usage sorted by different user types, which helps you to understand which customers find the articles helpful, such as internal users or channel partners. Engagement by context helps you better understand what delivery mechanism is best for sharing articles, such as Lightning records, channels, or self-service portals. For details, you can drill down on a specific article. | Knowledge Effectiveness KPI | CALCULATION | | --- | --- | | Total article views | The total amount of Article content that has been viewed. | | Total unique users | Total unique users engaged. | | Total engagements | Total engagements, including with and without articles. | | Engaged articles | The amount of knowledge content that has been engaged with. | | Cases closed without Knowledge | The number of cases closed without attached knowledge content. | | Cases closed with Knowledge | The number of cases with attached knowledge content that were resolved. | | Case attachment rate | The percentage of cases with knowledge content attached. | | Average handle time savings | The amount of time saved when using an article to help close a case. This metric helps to show the ROI of knowledge articles. | | Average handle times | Average handle times of cases depending on whether knowledge content was attached or viewed. | | Engagements by user type | Number of engagements with Knowledge over time segmented by the type of user who engaged with it. | | Engagements by data category | Number of engagements with Knowledge segmented by data category. | ## Engagement Tab Use this tab to zoom in on a list of articles and their relationship to cases. This helps you gain a deep knowledge of how articles can be used to deflect cases. For example, click a particular article to see all of the cases that were closed using that article. This detailed view can help you understand which articles are useful for closing certain cases, and then alert your service reps to use the article for case deflection when similar cases arise. <!-- document id=58b7439c9e3452d88ea551a614adba7373be949ac7409b134d59f4e5aec37229 url=/admin/current/en-us/service/264-0-0/knowledge_creation_learn_knowledge_fields.md --> # Knowledge Fields for Einstein Knowledge Creation Learn how field mapping and response types affect your article drafts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Einstein Knowledge Creation comes with different predefined response types, such as Summary or Issue. These response types tell Einstein what kind of information to search for in a conversation and include in the draft. During setup, Salesforce admins map these response types to Knowledge fields on Knowledge record types, which determine the information included in your final article. Before you map response types to your Knowledge record fields, carefully consider the goals and audience for each article type in your knowledge base. Generally, customers and service reps need different information from knowledge articles, even about the same issue. Customers need an overview of the issue, reset instructions, or a workaround. For the same issue, service reps need more technical information such as troubleshooting steps, related environments, or the root cause. We can see these fields across Knowledge record types. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56084e64">Customer-Facing Article Fields</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56084e67">service-rep-Facing Article Fields</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Customer-Facing Article Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d56084e64 "><a name="knowledge_creation_learn_knowledge_fields__ul_j2q_r5f_pdc"><!-- --></a> <ul id="knowledge_creation_learn_knowledge_fields__ul_j2q_r5f_pdc"> <li>Issue</li> <li>Problem</li> <li>Process Steps</li> <li>Resolution</li> </ul> </td> <td data-label="service-rep-Facing Article Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d56084e67 "><a name="knowledge_creation_learn_knowledge_fields__ul_k2q_r5f_pdc"><!-- --></a> <ul id="knowledge_creation_learn_knowledge_fields__ul_k2q_r5f_pdc"> <li>Issue</li> <li>Environment</li> <li>Problem</li> <li>Resolution</li> <li>Root Cause</li> <li>Troubleshooting Steps</li> </ul> </td> </tr> </tbody> </table> After you identify the fields needed by different record types, map them to the Einstein responses accordingly. Mapping determines the information that is populated into the AI-drafted articles. You can map generated responses to multiple fields, but you can’t map multiple responses to one Knowledge field. If you reuse Knowledge fields on different Knowledge records, consider how your field selections appear across contexts. #### See Also - [Einstein Knowledge Creation Response Glossary](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_glossary.htm&release=264.0.0&type=5 "Get an overview of each mapping option for knowledge article creation.") - [How To Use Einstein Knowledge Creation Responses Across Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_example.htm&release=264.0.0&type=5 "To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario.") - [Set Up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&release=264.0.0&type=5 "Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation.") <!-- document id=de013ce90575366817535757c5da4f30e4a0bf19f723854c20a634c55371f96c url=/admin/current/en-us/service/264-0-0/knowledge_limits_mobile.md --> # Knowledge Limitations in the Salesforce Mobile App Knowledge articles are available in the Salesforce apps for Android version 8.0 or later and iOS, version 10.0 or later. Learn what's different or not available in the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Articles are supported in the Salesforce for Android apps version 8.0 or later and in the Salesforce for iOS apps, version 10.0 or later, with these limitations: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:68.42105263157895%"> <col style="width:15.789473684210526%"> <col style="width:15.789473684210526%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d71156e63">Issue</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d71156e66">Android Downloadable App, v8.0 or later </th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d71156e69">iOS Downloadable App, v10.0 or later</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Only published articles are available—not draft or archived articles.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_t1q_d51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_t1q_d51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_wlp_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_wlp_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Articles can't be created, edited, translated, or archived.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_emj_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_emj_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_fr4_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_fr4_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Articles can't be linked to cases. (But links that are set up from the desktop site can be viewed on the Related tab.)</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_fhk_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_fhk_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_w3l_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_w3l_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Smart links aren’t supported.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_knl_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_knl_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_c2k_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_c2k_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Article ratings aren’t supported.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_lcn_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_lcn_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_pz3_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_pz3_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Tables are sometimes cut off on the right side when included in article rich text fields.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_iyn_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_iyn_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Compact layouts display the article type API name instead of the article type name. So users see the article type API name in the highlights area when viewing an article. </td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_scp_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_scp_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_kxh_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_kxh_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">When searching from the Articles home page, only articles in the user’s language are returned and only if that language is an active Knowledge language (from Setup, <span class="menucascade"><strong class="uicontrol">Customize</strong> | <strong class="uicontrol">Knowledge</strong> | <strong class="uicontrol">Knowledge Settings</strong></span>). To see articles in another language, users can change to an active Knowledge language. From <strong class="uicontrol">My Settings</strong>, use the Quick Find search box to locate the Language & Time Zone page.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_i3s_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_i3s_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_yyg_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_yyg_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">In global search, search results show articles in the language specified for the device, regardless of the active Knowledge language.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_fxt_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_fxt_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Filtering search results by data categories, article type, validation status, or language isn’t available.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_rx5_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_rx5_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_vd2_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_vd2_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">In global search, articles don’t appear in the list of recent records.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_y3w_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_y3w_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_y1d_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_y1d_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 "> <p>In global search results, search highlights and snippets don’t appear. </p> <p style="margin-bottom:0;">These features are available in all versions of the Salesforce mobile app when searching from the Articles home page.</p> </td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_qhx_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_qhx_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_pbc_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_pbc_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d71156e63 ">Knowledge articles aren’t available when accessing Experience Cloud sites via the Salesforce mobile app.</td> <td data-label="Android Downloadable App, v8.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e66 "> <a name="knowledge_limits_mobile__image_jvz_251_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_jvz_251_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> <td data-label="iOS Downloadable App, v10.0 or later" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d71156e69 "> <a name="knowledge_limits_mobile__image_lx1_f51_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="knowledge_limits_mobile__image_lx1_f51_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/red_dot.png" alt="red dot"></span> </td> </tr> </tbody> </table> <!-- document id=0b2d0d0490e5b8c2d422afe23e4ac30e161529fcc799b19326e02c028ffb078b url=/admin/current/en-us/service/264-0-0/it_srvcs_knwldg_mgmt.md --> # Knowledge Management for IT Services Knowledge Management helps IT teams capture, organize, and share information through structured articles for faster, more consistent support. Streamline issue resolution by creating, managing, and accessing a knowledge base of known errors, workarounds, and solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Agentforce IT Service supports two types of knowledge that you can use independently or together to build a comprehensive knowledge base for your IT service desk. Use native Salesforce Knowledge to manage articles directly in Salesforce, or use Enterprise Knowledge, powered by Data 360, to integrate external content from sources like SharePoint or Confluence into the same knowledge base. ## Native Salesforce Knowledge Native Salesforce Knowledge articles are authored and managed directly in Salesforce. IT support reps can search for these articles and link them to Incident, Problem, and Change records to capture solutions, workarounds, and known errors. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Agentforce IT Service orgs only support Lightning Knowledge. [Learn more about Salesforce Knowledge.](https://help.salesforce.com/s/articleView?language=en_US&id=service.knowledge_map.htm&type=5) ## Enterprise Knowledge Enterprise Knowledge, powered by Data 360, ingests content from external sources such as SharePoint, Confluence, and Google Drive, and harmonizes it into the same knowledge experience as native Salesforce Knowledge. IT support reps can find, link, and view suggested external articles on Incident records without switching context. [Learn more about Enterprise Knowledge.](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_about.htm&type=5&language=en_US) - **[Enterprise Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enterprise_knwldg_parent.htm&release=264.0.0&type=5)** Set up Enterprise Knowledge for Agentforce IT Service, then use the Enterprise Knowledge component on incident records to search and attach articles from Salesforce Knowledge and external sources unified through Data 360. - **[Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_lightning_knwldg_parent.htm&release=264.0.0&type=5)** Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes. <!-- document id=5a46299c2a0c238f73f0f7c0efccd93dca09497f6f5ca3d93caf879cc05501ee url=/admin/current/en-us/service/264-0-0/knowledge_release_update_summer23.md --> # Knowledge Release Updates Learn about Knowledge release updates and how to enable and configure them. - **[Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&release=264.0.0&type=5)** Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case. - **[Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization_limitations.htm&release=264.0.0&type=5)** When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages. - **[Lightning Article Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor.htm&release=264.0.0&type=5)** Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs. - **[Article Personalization for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5)** Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity. - **[Configure Knowledge Record Pages with Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_dynamic_forms.htm&release=264.0.0&type=5)** Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them. #### See Also - [Manage Release Updates](https://help.salesforce.com/s/articleView?id=xcloud.release_updates_manage.htm&type=5&language=en_US) <!-- document id=12e60472af6782a7985c57937a42fef252ea54b40658c82dfdaac8c6663aff88 url=/admin/current/en-us/service/264-0-0/knowledge_scalability.md --> # Knowledge Scalability Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each of these versions can have multiple translations. Thus, the total number of article _versions_ in an org can be much higher than the number of _articles_. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Each Salesforce edition has its own limits on Knowledge articles, versions, and language translations. Also, all editions share a maximum limit of total article versions allowed. Additionally, Classic Knowledge has a maximum limit of 25 article types, while Lightning Knowledge uses record types with a maximum limit of 200 per object. Keep all of these limits in mind when scaling your org. The total number of Knowledge articles in an org is calculated as follows. Total # of versions = (# of articles) _x_ (# of retained[1](#fntarg_1) versions per article) _x_ (# of translations per version) For example, if you have 100,000 articles, each with a total of 5 versions (1 draft, 1 published, 3 archived), and 5 translations of each of those versions, you have 2,500,000 total article versions. So in calculating your capacity needs, and determining which edition you need, think _versions_. Do you have a multilingual customer base with lots of translations? Do you have a rigorous editing process with many drafts? Do you keep archived versions of articles around for a long time? ## Knowledge Base Allocations by Edition The following table lists the total minimum number of languages, articles, and versions per article permitted for each Salesforce edition by default. Each Salesforce edition also has a default maximum number of languages, articles, and versions per article, as well. You can view the default maximum limits [here](https://help.salesforce.com/s/articleView?id=000392616&type=1&language=en_US). For orgs created before the Spring '18 release, the default limit for all editions is 16 languages. To request an extension for these allocations, contact Salesforce support. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. | Edition | Article, Version, and Language Allocations | | --- | --- | | Essentials | 500 articles, 10 versions per article, 1 language | | Professional | 500 articles, 10 versions per article, 1 language | | Enterprise | 50,000 articles, 10 versions per article, 5 languages | | Developer | 50,000 articles, 10 versions per article, 5 languages | | Unlimited | 150,000 articles, 10 versions per article, 10 languages | If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. Limits on versions retained per article don’t include versions linked to objects such as cases, work items, and undeletable lookup fields. So, for example, an article might have 25 versions, even if the default limit is 10 versions per article, if 15 of those versions are linked to cases. However, versions attached to objects such as cases count towards the total number of versions per org. ## Monitoring Article and Version Counts To see how many versions and articles you have: - Go to Settings. - In the Search box, type Storage Usage. - Select **Storage Usage**. ![Knowledge article version usage](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/KnowledgeStorage_02b.png) The total number of versions in the org is listed under “Knowledge Versions.” The number of articles in the org is listed under “Knowledge.” #### See Also - [Plan Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing_lex.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") - [Plan Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") [1](#fnsrc_1) “Retained” articles can include not just versions you’ve created, but versions attached to other objects, such as cases or work items. <!-- document id=b24a99a068e4bdc9dbeb96e26919e93fd813a5194337446ef9dd62d218c8670f url=/admin/current/en-us/service/264-0-0/knowledge_settings.md --> # Knowledge Settings From the Knowledge Settings page, you can create a knowledge base experience for your support reps, partners, and customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select **Knowledge Settings**, then click **Edit**. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82154e68">Feature or Option</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82154e71">Description</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>General Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create and edit articles from the Article or Knowledge tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Enables support reps to edit articles without going to the Article Management tab. Support reps can click Edit to open the article edit page. If a published version of the article exists, they can view the published version or edit the current version. If a draft version exists, they can continue with editing the existing draft, but must carefully review the draft so that they don’t overwrite unpublished changes. This setting applies to Knowledge only in Salesforce Classic.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Activate Validation Status field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Adds a Validation Status field to all Salesforce Knowledge articles. Support reps can select values to show whether the content of the article has been validated or not.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to add external multimedia content to HTML in the standard editor</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Allows <iframe> elements in the standard editor to embed multimedia content from the Dailymotion, Vimeo, and YouTube websites. Support reps can simply cut and paste <iframe> HTML into the editor.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable Lightning Knowledge</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Enables Lightning Knowledge. After you enable Lightning Knowledge, you can’t disable it.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Article Summaries</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Show article summaries in article list views</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">For each channel, decide whether an article's summary details display beneath the article’s title in search results. </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Knowledge One</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Switch from the Articles tab to the Knowledge tab</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">To switch users from the Articles tab to the Knowledge tab, add the <samp class="parmname">Knowledge One</samp> permission to their profiles. </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Suggest related articles on cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 "> <p>In the Knowledge tab, Search suggests articles based on content similarity and links to similar cases. If no article links to a similar case, you'll receive suggested articles with similar titles or common keywords in admin-selected case fields. Suggested articles are available in the Salesforce Console for Service and your portals when you view existing or new cases. If the suggested articles aren't relevant, the user working the case can search with specific keywords, which can result in different article results. </p> <p>The list of suggested Knowledge Articles are stored in a cache that updates periodically. If you're not receiving relevant Knowledge Articles, try again later. </p> <p style="margin-bottom:0;">By default, the Subject field is selected. Choose up to five of the available short text fields that include a description of the issue, the affected product, or the case topic. We recommend choosing short text fields to return more relevant results. Only the first 255 characters of the content from all admin-selected fields are searched.</p> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" id="knowledge_settings__kb_highlights_seach_setup" style="vertical-align:top;" headers="d82154e68 ">Highlight relevant article text within search results</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">In the Knowledge tab, Search generates a snippet of the relevant article text with the search terms bolded. </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Auto-complete keyword search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">In the Knowledge tab, Search suggests the three most popular keyword searches performed on the Knowledge tab. Suggestions are based on the channel (internal, customer, partner, or public) the reader is searching. Keyword search history is refreshed one time a day.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Auto-complete title search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Search on the Knowledge tab suggests up to three articles with matching titles.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Language Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Default Knowledge Base Language</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">The primary language used for writing articles. It defaults to your organization's language. We recommend that your Default Knowledge Base Language and your organization's language are the same.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Single or Multiple Language</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">If you support more than one language, select <strong class="uicontrol">Multiple Languages</strong> and choose the translation settings. If you enable multiple languages, you can’t revert to a single language knowledge base.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Case Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" id="knowledge_settings__knowledge_article_from_case" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create an article from a case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 "> <p>This setting applies to Knowledge only in Salesforce Classic. When this option is selected, support reps can create a draft article that is attached to the case when the article is published using one of the following options.</p> <ul> <li>Create articles using the simple editor only when closing cases.</li> <li>Create articles using the standard editor anytime a support rep creates an article. Make sure that users have Manage Articles, Read, and Create permissions. Designate the following:<ul> <li>The default article type from the dropdown list.</li> <li>For articles created when closing a case, assign the article to a user.</li> <li>Help support reps create articles fast by selecting an Apex class that pre-populates fields on the draft. By default, the Title field in all draft articles contains the case subject. If you enable this option, click <strong class="uicontrol">Layout Properties</strong> on each case-close page layout, and select <strong class="uicontrol">Enable submissions during case close and Submit Articles</strong>. </li> </ul> </li> </ul> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Use a profile to create article PDFs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">By default, when a user creates an article PDF directly from a case, the PDF includes all the article fields visible to that user. If you want PDFs generated according to a different profile, for example, a profile that hides certain fields from customers, select <strong class="uicontrol">Use a profile to create customer-ready article PDFs on cases</strong>, and choose the profile that determines field visibility. This setting applies to Knowledge only in Salesforce Classic.</td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable list of cases linked to an article</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 "> <p>Support reps and Salesforce Knowledge managers can see a list of cases an article is attached to. This view helps validate that the article is the right solution for a case and shows which articles are used most, without running a report. The Linked Cases related list</p> <ul> <li>Is visible on the detail or preview page of any article that has been published at least one time.</li> <li>shows a maximum of 200 cases.</li> <li>is sorted in descending order by the date the article was linked to the case. The sort order can’t be changed.</li> <li>doesn’t appear on archived articles or a translation’s edit and detail pages.</li> <li>doesn’t appear for external users such as portal or Experience Cloud users or on the Salesforce app.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Share Article via URL Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to share articles via public URLs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">You can share an article that is available on a public knowledge base with a URL. In the Available Sites list, select the sites you want to allow your support reps to send URLs from and add them to the Selected Sites list. Support reps can then email customer service clients with a URL to link directly to the article in your public knowledge base.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Answers Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Allow support reps to create an article from a reply</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">When this option is selected, members of an answers site or Chatter Answers site can convert helpful replies into articles. The article type you select determines which fields appear on the draft article. However, on all articles the Title contains the question and the Summary contains the reply. After a reply is promoted to an article, the original reply has a status message indicating its association with the draft article. When the article is published, the message on the reply includes a link to the article.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Chatter Questions Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Display relevant articles as users ask questions in Chatter (also applies to Experience Cloud sites with Chatter)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">Shows similar questions and relevant Salesforce Knowledge articles when a user enters a question in the Search field.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d82154e68 d82154e71 "> <strong>Knowledge Statistics Settings</strong> </td> </tr> <tr class=""> <td data-label="Feature or Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e68 ">Enable thumbs up or down voting for article</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d82154e71 ">With this option, the article VoteStat report (which by default only contains totals for star ratings) includes totals for the thumbs up or down ratings.</td> </tr> </tbody> </table> #### See Also - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=ce7b1b584fbc985676f3a8e3077843c5e62d235df3f9bf43b94d9c8d9b32b37a url=/admin/current/en-us/service/264-0-0/knowledge_similarity_about.md --> # Knowledge Similarity When your authors write, review, or draft a knowledge article—manually or with AI—they can check for existing articles that cover similar content. Authors can reuse or update an existing article instead of creating a duplicate, which keeps your knowledge base consistent, accurate, and easier to maintain. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Duplicate and near-duplicate articles make it harder to find the right answer and multiply the content that you maintain. Knowledge Similarity helps your authors catch overlap early before another duplicate article is published. When an author checks for similar articles, Knowledge Similarity compares the content in the article against your existing articles and returns the closest matches, each with a similarity rating. Knowledge Similarity ranks matches as Very Low, Low, Medium, High, or Very High, based on how closely the content aligns with the article the author is writing or viewing. Authors decide whether to open a match and improve it, or continue with a new article. Knowledge Similarity is grounded on an Agentforce Data Library in Data 360, which indexes your knowledge articles. When an author checks for similar articles, the feature retrieves the most similar articles from that indexed content and ranks the matches. To get the most accurate matches, ground Knowledge Similarity on a data library that has an [enriched search index](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_enriched_index.htm&type=5&language=en_US). Knowledge Similarity uses semantic matching to identify similar articles based on meaning and intent, instead of exact keywords. For example, it can connect search queries such as “Wi-Fi not working” with an article titled "Resolving wireless connectivity issues." Knowledge Similarity identifies near-duplicate articles and surfaces relevant content even when the phrasing differs. - **[Knowledge Similarity Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_considerations.htm&release=264.0.0&type=5)** Review these considerations before you set up and use Knowledge Similarity. - **[Set Up Knowledge Similarity](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_setup.htm&release=264.0.0&type=5)** Set up Data 360 and an Agentforce Data Library, then turn on Knowledge Similarity so your authors can check for similar articles before they publish. - **[Find Similar Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_use.htm&release=264.0.0&type=5)** Knowledge Similarity compares a draft or published article against your knowledge base and returns a ranked list of similar articles. Use Knowledge Similarity before publishing new content to avoid duplicates, or when reviewing existing articles to identify coverage gaps. <!-- document id=6cc570417583f97e57a6d6897eeca63b22a4d4d1cbf0b96b45c7625992e732b8 url=/admin/current/en-us/service/264-0-0/knowledge_similarity_considerations.md --> # Knowledge Similarity Considerations Review these considerations before you set up and use Knowledge Similarity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **A data library is required.** Ground Knowledge Similarity on an Agentforce Data Library in Data 360. Similar articles appear only when you set up a data library. - **Enriched search index improves results.** For the most accurate matches, ground Knowledge Similarity on a data library that has an enriched search index. - **Only indexed articles are compared.** Knowledge Similarity compares only articles that are indexed in the selected data library. For example, it doesn't return content that hasn't synced yet. - **Similarity levels are relative.** The similarity level indicates how closely content matches. Use the similarity level as a guide, not an absolute threshold, and review matches before you act on them. <!-- document id=daa206b02df61381a4c78695f626a6783e22d39fe22bc8be9344174f6f944531 url=/admin/current/en-us/service/264-0-0/sp_knowledge_topic_information.md --> # Knowledge with Subagents in Service Assistant Understand how the amount and accuracy of information in knowledge articles and subagents work together to create a service plan. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - This section contains reference guidance for knowledge grounding. Setup and testing guidance is provided in [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Additional testing and troubleshooting guidance is provided in [Testing Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&language=en_US&type=5). - Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you may see a mix of the new and previous terms in our documentation. - [Balancing Knowledge and Subagent Information](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&release=264.0.0&type=5) - [Detailed Knowledge Articles, Subagents, and Instructions](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&release=264.0.0&type=5) - [Detailed Knowledge Articles, Moderate Instructions](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&release=264.0.0&type=5) - [No Knowledge Articles, Only Instructions](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&release=264.0.0&type=5) ## Balancing Knowledge and Subagent Information Ensuring accurate and relevant service plans using knowledge articles and subagents is all about striking the correct balance of information. The amount of detail depends on the case type and complexity, but generally, having more information in your knowledge base is better than translating all your policies and standards into lengthy subagent instructions. This means that you can spend less time writing those instructions and create service plans directly from your knowledge articles if they follow our recommended [Knowledge Grounding Best Practices](https://help.salesforce.com/s/articleView?language=en_US&id=service.sp_knowledge_practices.htm&type=5). Generally, clear and comprehensive knowledge articles enable Service Assistant to create a much more effective service plan than one based on subagent instructions alone. Here are a few scenarios for creating service plans based on the amount of information found in both the knowledge articles and subagents. These scenarios assume the case contains ample detail, which enables the agent to select the most relevant subagents, instructions, and knowledge content for the service plan. If the case lacks enough information, the agent still references these resources to create a service plan, but the plan is sometimes not as effective. ## Detailed Knowledge Articles, Subagents, and Instructions When subagents and instructions are detailed and paired with well-written articles, the service plan is comprehensive. Service reps have all the details to handle cases from start to finish, adhering to your company’s policies and procedures. An example of a subagent with detailed instructions is shown in [Sample Service Assistant Subagent](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5 "Learn the role of subagents in Service Assistant and review guidelines for creating them."). However, service plans produced from detailed subagent instructions and knowledge articles are sometimes too detailed for service reps to execute quickly. Very detailed service plans are helpful for more complex cases rather than general ones. Therefore, when using knowledge articles and subagents together, it’s best to have detailed knowledge articles and moderately detailed instructions. ## Detailed Knowledge Articles, Moderate Instructions When subagents and instructions contain moderate details, the service plan can have the correct amount of information but could lack enough specific guidance. To enhance these subagents and instructions without spending time writing detailed instructions, your knowledge articles must be well organized, descriptive, and precise, and must contain up-to-date information. Most importantly, your articles and subagents shouldn’t contain conflicting or duplicate information. For exact details, see [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5 "Review required permissions, data library setup guidelines, and considerations for grounding Service Assistant in your knowledge articles.") and [Prepare your Data for Agentforce Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_prepare.htm&language=en_US). When general, high-level instructions are paired with detailed knowledge articles, Service Assistant automatically fills in the information gaps to produce a comprehensive service plan. Here is an example of a subagent using a general instruction framework. Notice how these broad instructions are automatically supplemented with the more detailed information contained in the “Handling Returns” knowledge article. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:20%"> <col style="width:80%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">SUBAGENT PART</td><td class="slds-cell-wrap" style="vertical-align:top;">EXAMPLE</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Label</td><td class="slds-cell-wrap" style="vertical-align:top;">Transaction Decline</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Description</td><td class="slds-cell-wrap" style="vertical-align:top;">Guide service reps through processing a customer's return request, including verifying eligibility and initiating the return in the system. Questions are related to return requests, which include proof of return, return windows, product condition, and refund status.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Scope</td><td class="slds-cell-wrap" style="vertical-align:top;">Your job is to assist service reps in processing customer return requests. This includes verifying return eligibility based on purchase date, item condition, and applicable return policies. It also includes identifying the reason for the return, determining whether a refund, exchange, or store credit applies, and guiding reps through the steps to initiate, approve, or escalate a return as needed. You must not handle inquiries outside of returns.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Instruction 1</td><td class="slds-cell-wrap" style="vertical-align:top;">Verify the customer's identity.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Instruction 2</td><td class="slds-cell-wrap" style="vertical-align:top;">Review and validate the purchase record to confirm the item's return eligibility.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Instruction 3</td><td class="slds-cell-wrap" style="vertical-align:top;">Provide clear instructions on how to initiate a return, including any required documentation or steps. Confirm if the item is a final sale item. This must always be in a plan.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Instruction 4</td><td class="slds-cell-wrap" style="vertical-align:top;">Document the guidance and write a summary to the customer that states when, if, and how they will get a refund.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The exact wording of your articles isn't included in the plan steps. Instead, Service Assistant summarizes the information to provide clear and succinct resolution guidance. This means that not all information in your articles is always added to a plan, including procedural steps. Also, procedural steps can be summarized and combined in a single step. ![Service Plan with instructions and knowledge](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topics_ka3.png) When you have Show Sources enabled in your data library, Service Assistant cites each step that is created from your knowledge base. Notice that most of the steps in the example come from the knowledge article, as indicated by the citations of \[1\] at the end of the plan steps. Here are details about service plan steps created from knowledge articles. - Each step created from a knowledge article is cited with a number at the end of the step in the form of \[1\]. The citation contains a hyperlink to the corresponding entry in the Sources section at the bottom of the component that lists the name of the knowledge article. - The list of sources displays the name of the knowledge article used to create the plan steps. - Each entry in the Sources section contains a link to the article used to create the step. In the example, each citation in the Sources section links to the article that created the steps: Handling Returns. - When a knowledge article is used to create multiple steps, the article is cited in all steps with the same citation number. - A step can be created from both a subagent and a knowledge article, as shown in the first step under Resolve the Case. The first part of the sentence comes from the subagent, and the last part comes from the Handling Returns knowledge article. - A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like \[1\]\[2\]. ## No Knowledge Articles, Only Instructions When no knowledge articles match the case, the steps in the plan are based on the information from the subagent instructions that match the case. Because no articles are referenced, it’s important that those instructions have enough information and specificity to provide a helpful service plan. Remember that subagent instructions help guide Service Assistant to determine what it includes as steps in a service plan. **Detailed Instructions** If the instructions are detailed, then the service plan has a high level of accuracy and helpfulness for the service rep. Here’s an example of a detailed service plan created only with subagent instructions. For more specific guidance, see [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&release=264.0.0&type=5 "Learn the role of subagents in Service Assistant and review guidelines for creating them."). ![Service plan example with basic instructions and non-grounded steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topic_only_source.png) **Moderate Instructions** If the instructions are moderately detailed, the plan might cover the main processes for working the case, but it may lack specific details where the service rep has to look elsewhere for guidance. This is where knowledge grounding fills the gaps, as shown in the previous section of this page. **Incomplete Instructions** If the instructions don't contain a lot of detail or aren't specific, the service plan might not be useful as it may contain very broad information and lack your specific policies for working the case. For example, when there's basic or very little information in your instructions, Service Assistant can propose its own steps that aren't based on your grounding sources. Such steps are indicated with an **\***. The information you provide in your grounding sources acts as guardrails for Service Assistant when it creates a service plan that's only grounded in your unique data. ![Service plan example with basic instructions and non-grounded steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plan_basic.png) <!-- document id=70788bb93143e671a57c6c9c730d3b758f655eb9e15c98662136065f6e5ddb59 url=/admin/current/en-us/service/264-0-0/fse_data_exporter_known_issues.md --> # Known Issues Review the known issues for the Data Exporter tool. - In the Select Objects screen, there should be an indication for objects that don’t have any data. However, such an indication is currently unavailable and these objects can still be selected for export. <!-- document id=ad87b7e218aa17746aefb8ab6e5848e6529c8e3655e026cb86e81c0a5c7b1fe5 url=/admin/current/en-us/service/264-0-0/fse_known_issues.md --> # Known Issues in Click Field Service Edge This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20.166666666666664%"> <col style="width:63.16666666666667%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1742e43">ID (Internal)</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1742e46">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1742e49">Region</th> </tr> </thead> <tbody> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">285470</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): When the ExecuteMultipleOperations API is triggered with approximately 100 sub-requests, the operation exceeds the timeout threshold.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">275302</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Documentation: The Max Standard Properties per Collection for the String (4000) UDP type should be 5 instead of 6.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">263659</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When loading objects and sorting the Duration column, objects are not loaded in the centralized log view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">275520</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In rare cases, iOS users are logged out of the ClickMobile Touch app.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">275549</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): The Barcode Scanning function doesn't always return a correct value on Samsung Galaxy S9 Tab.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">274818</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When a user reviews the Incoming Message log, they may encounter an internal server error due to an Index Out of Range limit.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">259555</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 "> <p>Mobile: When uploading a log file from ClickMobile Touch with a template that does not contain the attachment schema (such as default Supervisor template) the attachment object creation fails. </p> <p style="margin-bottom:0;">Workaround: Add the attachment Business View (BV) to the template with its properties, without loading criteria, or add the Schedule view that contains an embedded attachment multivalue.</p> </td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">259780</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Documentation: The IndexedDB component is used instead of the CreateCustomGenericTable function. This section isn't updated: FSE Integration and Developer Guide > Developing with the Service Edge APIs > Development > ClickMobile Object Model Reference > W6.ClickMobile.Web.AddIns.ClientServices Namespace (Touch) > IW6CMControllerServices Interface (Touch)</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">267570</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: getCandidates doesn't calculate travel time between the new task and tasks scheduled in the future (after "Now"). Instead, it considers tasks scheduled in the past (before "Now") to calculate travel time to the new task.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">267686</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: When rescheduling an appointment, if the reschedule operation fails, you would expect to see the original appointment status, but instead you see a generic Open status value.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">259501</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Documentation: When a JSON request is sent, the key parameter must have a value of -1. This section isn't updated: FSE Integration and Developer Guide > Developing with the Service Edge APIs > Development > Developing with the REST API > JSON Syntax Used in REST Methods</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">244989</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Windows 10): When connecting via SSO the Windows 10 browser continues to run in the background.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">255708</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When loading the date picker, an error message is displayed in the browser console.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">223123</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Updating the loading criteria in the Mobility Studio takes a long time.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">235909</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Updating the Admin Settings template fails if there’s a very large number of UserSettings.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">245616</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Copying to the clipboard isn't supported in the ClickMobile app on Windows 10.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">156349</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When searching for domains in the Alert Center, Select/Deselect All affects all domains not just the filtered domains.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">230754</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Can’t upload attachments to S3 if the file name isn’t in the Latin alphabet.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">244270</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: If an outgoing message in JSON format includes a string with a new line the message is displayed with "\n" instead of a new line.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">239194</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Native): When switching between SSO users, the login process fails with a "User credentials mismatch" error.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">192452</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: After applying a filter to the Gantt and disabling it, the order of the resources on the Resource list is messed up.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">214456</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: In the Online Localization tool, "Rule" appears as a localizable dictionary item.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 "> </td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">221800</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Windows app performance issues (slow loading of the smart dictionary, hand pointer lost after multiple interactions).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">214472</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Windows app performance issues when opening forms.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174838</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sometimes the option to add a crew doesn’t work.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">202400</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: GetCalendarIntervals REST API request doesn’t return Shift Intervals.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">135268</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): iOS 13.1.x Power Map tile issue when zooming in and out of the map.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">135536</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: The duration of multiday tasks isn’t recalculated when an overlapping nonavailability is updated.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">118934</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): Location service - user coordinates aren’t accurate enough.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">94865</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Analytics: Analytics isn’t loaded using the IE browser. Security issue with IEFrame.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">140726</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Analytics: Exporting a table widget to Excel doesn’t work.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">192024</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Analytics: Not all scheduled emails with PDF analytics reports were sent.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">91634</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Analytics: Wrong formula for Planned vs Actual Duration dashboard.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">86444</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Calendar: The Calendar tab is displayed the first time the form is opened.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">160333</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">CEM: Missing slots when a customer tries to change an appointment if the Capacity Limit Rule is selected.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161412</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Documentation: Metadata files aren’t available for download from the Field Service documentation.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161425</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Documentation: When deleting all NA recurrences but one from an NA series for a single resource, even though there’s no recurrence, the recurrence icon remains.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">124900</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Logic: Fill-In Task Selection agent doesn’t update all the tasks.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">135422</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Logic: Tasks are sometimes unscheduled even if the "Never Unschedule Task" option is selected in the Scheduling Stage workflow.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">50326</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Login: When using SSO, logout isn’t properly performed in a web browser and in PhoneGap.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">122220</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Lunch Breaks: Lunch breaks are calculated incorrectly in overnight shifts when a lunch break is defined for midnight or later.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">38008</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: In ClickMobile, there’s no Push notification when removing an assignment from the engineer horizon.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">NA Sandbox</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">104922</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: In PGV2 Android, the login screen flickers on logout.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">65953</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: In the iOS app, the push notification is received for a property that wasn’t configured in the Task form.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">103140</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: In the Timesheet app, an error is shown when trying to add the CrewAllocation view from the toolbox</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">106653</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: It’s only possible to upload image files using a third party. Uploading any other file type isn’t possible (waiting for a camera plugin fix).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">98388</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Lunch break isn’t updated in the ClickMobile Touch when a task is moved in the Schedule for that time.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174935</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Postpone lunch break in case of delay updates isn’t supported.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">93848</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Setting the "offline mode" no longer works in Chrome after logout.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">93109</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: The client generates GetSchedule and GetGenericObject requests on each refresh, while it shouldn’t.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">105398</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Timesheet Timezone - When the submitted activity is shifted to another time zone, the activity totals in the original timezone aren’t refreshed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">150250</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: Unexpected error in Centralized Log.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174373</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: When defining a multivalue field as a loading criterion, only the first value updates events.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">91175</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: When dragging the scroll bar to the bottom of the page using a mouse or a cursor, it auto-collapses the dropdown and the user isn’t able to select the item.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174121</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: When opening the Self-Scheduling app before the Power Map view, the window with the markers isn’t displayed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">191975</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile: When selecting an item in a combo box, the tab view is "swiped" automatically to the next tab.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">122244</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): Changes from the server/another client that affect items in a Multivalue/One2One list aren’t reflected in the list if it’s open.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">PODEV AWS</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">158970</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): ClickMobile is unable to access the local camera when using the Open Camera app.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">133188</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): In "Current time for debug" mode, when you select a date, the calendar UI still marks the current day in blue instead of black.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">121436</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): On devices with Oxygen operating system (One plus 6T and above) there’s no "Use password" option and the user must use biometric authentication.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">PODEV AWS</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">127969</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): Quick Status Change doesn’t use the Display property- the status names aren’t localized.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">95785</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): User A uploads a file while being offline and logs out. When user B logs in, the attachment upload resumes. Upload resume should be per user.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">101845</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): When changing between tenants, sometimes you can’t upload an attachment.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">133756</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Android): When double-tapping the text of a multivalue object in a selection list, the object is added to the list twice.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">140036</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): Activity report - #Engineer_SO - custom view is being ignored.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">99833</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): The change Status header is too narrow when the device is rotated.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">112243</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): Mobile Log Activation request is received only when the user is logged in.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">101315</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): The 3D touch display is too large when the device is rotated.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">133359</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): The date doesn’t refresh after midnight. The list view shows the data of the previous day.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">101032</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): The descriptions in the Task List display up to 4 lines instead of 5.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">128614</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): When a property is a Key/Foreign Key/Dictionary on the third level, it won’t be displayed when defining the title and short description for a task in the Task List business view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">133775</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): When changing the orientation of the screen several times and the attachment description is very long, sometimes the text isn’t clear.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">103270</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): When connected to WiFi with no access to the web, the user isn’t notified about this issue and can’t log in.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">128616</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): When modifying a value in a multivalue or single value form (within a selection list in a form), the change is displayed after closing and reopening the form.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">99182</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (iOS): When pressing a notification, the Task form doesn’t open.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">109267</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): The active attribute of Form Validator in Mobility Studio can only be set to True/False.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">127907</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Activities are only validated in relation to the previous activity.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">191591</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): After updating a crew allocation, some existing crew allocation items disappear from the view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">153150</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): A relocated resource’s lunch break exceptions (updates) aren’t displayed on the device.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161090</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): An asset shared by two different mobile users isn’t synced on Update.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">117389</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Double-clicking a list item, opens the form with the focus not in the correct place.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">117319</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Dropdown lists in the Win 10 app close when moving the scrollbar using a mouse.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">120185</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): The resource isn’t shown on the map even though coordinates are sent by legacy integration (SXP and SOAP).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">124325</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Fields from Linked objects can’t be part of the description of the parent object (as was supported in Embedded objects).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">109972</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In Crew Allocation, crew members don’t appear when the crew includes different engineer districts.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">152388</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In the Employee view of the Supervisor app, sometimes the progress bar isn’t shown on the engineers’ cards in the correct color until you refresh the view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">149485</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In some cases, child dictionary items aren’t showing values when the form is opened the second time.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">110611</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In the Daily view of the Crew Allocation, if a leader is changed, the view doesn’t update automatically.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">152382</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): In the Timesheet app, the Activity widget displays duplicate values after updating items from the Activity_SO Dictionary.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">122930</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): iOS - When scrolling down a form, the top panel disappears instead of being fixed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">109462</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Notification text includes ‘?’ characters instead of special characters.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">155849</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): On iOS, can’t open an attachment if the file extension is capitalized (JPG).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">160303</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): On iOS, the Help from the app settings doesn’t open.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">157995</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): On Windows, the scrollbar is not working as expected.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 "> </td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">152491</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Popup dialogs for Camera and Signature are opened in the wrong size (too small).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">131172</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Push notification shows only an update message for assignments in the Schedule view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">117392</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): The Touch functionality is less sensitive on iOS devices than on Android devices.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">118918</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Timesheet - when moving from a template without the app to a template with the app, the app, and its settings don’t load.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">144360</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Updating the default English resource file doesn’t affect the client.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">139044</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): Users appear offline when they’re online with full connection/network.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">136936</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Mobile (Touch): When changing the status in an inner form twice while the form is open, the form won’t be displayed as expected.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">84369</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">New SSO: Override Tenant should take into account the New SSO data.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174977</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">PDF report: Error 504 is displayed for less than 1 second and then the clear message is displayed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">173720</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: After Upgrading to Angular 1.8, when selecting text in a view the form automatically opens.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">148690</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Creating a crew from the Crew view initially opens the Resource form.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">202400</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: GetCalendarIntervals REST API request doesn’t return Shift Intervals.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">123133</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: The Import tool fails to create users in bulk.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">192281</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: In a localized Service Edge, when selecting iron rules for a role, out-of-the-box iron rules aren’t displayed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">95840</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Internal Server error 500 when sending GetAppointments with key=’-1’.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">139671</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Outgoing Messages aren’t triggered when updating a multivalue via ClickMobile.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">121427</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Outgoing messages don’t support time zones in JSON format.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161056</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Password expiration message shouldn’t be displayed to SSO users.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">158670</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sometimes, when changing the selection of the domains in the Alerts Center and clicking Apply, the changes aren’t saved.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174838</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sometimes the option to add a crew doesn’t work.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">153335</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sometimes the option to delete/edit the series (and not only a single allocation) in recurrent crew allocations isn’t available.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">155295</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sometimes when opening a form with a pagination of 10 Records per Page, some of the items are missing.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">152907</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Sorting a column in a view with a Boolean property doesn’t properly sort a false value that represents null values.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">159384</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Task form display in German is distorted.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">149913</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: The General Settings page of Service Edge Setup doesn’t display the number of available field resources.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">150550</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: The user can set a password with 8 characters even though Password Hardening is switched on.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">192123</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: Unable to download large manual backup files.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">157087</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When changing the FTP user password to a password that was already used, the wrong error message is displayed.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">120079</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When creating a new non-active user, the user’s login to Service Edge isn’t disabled.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">150417</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When creating a user, the locale, although selected in the UI, isn’t automatically derived from the selected language.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">155134</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Platform: When sharing a dashboard in Analytics, some of the users in the shared groups are missing.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">109382</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Rule: In the Extended Time Dependency rule, keywords aren’t filled in.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161098</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: All Task Completion PDF creation processes are aborted for the tenant, after trying to process a task containing too many attachments.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">161184</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: A Task Completion PDF report generated manually isn’t displayed in the window when the attachment size is larger than 2.3 MB(approximately).</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">138259</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: If a language file isn’t found, the Resource menu doesn’t open.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">155846</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: If the domain includes a region that doesn’t include districts, the domain sorting is only performed up to the empty region.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">173560</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: If the Predictive Travel value isn’t yet available in the cache and the Street-Level Routing (SLR) value is used, the Gap rule might seem to be violated for the first or last assignment on the Gantt.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">157181</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: In Accessibility mode, Clear Clipboard in the Clipboard tab and Clear All in the domain selection aren’t displayed in black.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">150219</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: In some cases, when scheduling a task after an NA that includes a resource and a crew, the task isn’t scheduled correctly in the Gantt.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">143066</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: In Territory Planning, if the scroll bar is located at the bottom of the Manage Resources for ‘xxx’ window, the Selected date dropdown doesn’t open for the lower resources down the list.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">174688</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: In the Map view tooltip, sometimes the label Not Supported for skills is missing.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">159195</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: Optional hours intervals that start before the daily defined working hours, aren’t properly displayed in the Gantt.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">192604</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: Resource relocations create duplicates to existing nonavailabilities.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">173970</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: Skills are still displayed in the Resource Tooltip card and in the tooltip after the "Skills over tooltip in resource list 1.0.0" feature is toggled off.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">160363</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: The Resource List context menu action Add tasks to Clipboard doesn’t work properly in Monthly view.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">151253</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: Toll roads are shown in a resource’s route on the map, although they aren’t considered when scheduling tasks.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">158540</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: Unless the Schedule view was previously opened, the layout of the Working Hours window is distorted when opening after using the Online tool for Localization.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">146968</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When duplicating a task, the coordinates aren’t copied to the duplicated task.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">158808</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When editing a polygon in Territory Planning, the Address label in the popup is in the wrong place.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">158869</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When relocating a resource with a daily recurring NA, multiple NAs are created for each day.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">157189</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When trying to update a Territory Planning radius in the map by dragging, the radius isn’t updated.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">160334</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">Schedule: When updating a calendar weekly interval that starts at 00:00, two randomly timed intervals are created.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">104926</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">TS TZ: activity validation is bypassed by the timezone logic when the activity is moved to/from a submitted timesheet.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">104971</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">TS TZ feature doesn’t fully support multiple devices.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> <tr class=""> <td data-label="ID (Internal)" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e43 ">202420</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e46 ">When importing an SOUser object, if a user with the same UserName exists, existing SOUser details are overwritten.</td> <td data-label="Region" class="slds-cell-wrap" style="vertical-align:top;" headers="d1742e49 ">All</td> </tr> </tbody> </table> <!-- document id=b9453582404d0c96cab37943f2b4ed352010f1b967cfdb60e4d4ac440f707716 url=/admin/current/en-us/service/264-0-0/service_intel_service_ai_adoption_kpi_tab.md --> # KPIs Tab Analyze the overall usage and adoption trends across all Customer Service Representative (CSR) groups to identify key areas of success and opportunity. Assess service efficiency by reviewing overall average handle time (AHT) and monitor quality by tracking the overall employee satisfaction score (ESAT) and response quality metrics. For example, a service manager can find patterns that explain fluctuations in agent efficiency and customer dissatisfaction. Filter by overall AHT, negative feedback use reasons, and AHT comparison trend to isolate reasons for extended handle times or negative feedback. Implement targeted interventions, such as coaching on complex case types or modifying the AI suggestions. These actions address the underlying issues, and also enhance customer sentiment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Agentforce 1 Service Edition</td></tr></tbody></table> Learn about the key metrics on the KPIs tab. | METRIC | DESCRIPTION | | --- | --- | | Overall Usage | Shows the total number of cases where agents used the selected AI product. Use this metric to understand the volume of platform adoption. | | As-is Usage | Shows the percentage of AI recommendations that users accepted without making any edits. Use this metric to evaluate the accuracy and quality of the AI model. | | Overall AHT | Shows the average handle time for all service cases within the selected period. Use this metric to track key efficiency metrics across the service center. | | Overall ESAT | Shows the employee satisfaction score calculated from direct agent feedback (thumbs up or down). Use this metric to measure the quality and effectiveness of AI-driven services. | | AHT Comparison | Shows the average handle time for cases resolved with AI assistance compared to those resolved. Use this metric to quantify the operational efficiency gained by using Einstein for Service. | | AHT Comparison Trend | Shows the historical change in average handle time for both AI-assisted and non-assisted cases over time. Use this metric to monitor long-term efficiency shifts and validate ROI. | | Feedback Distribution | Shows the ratio of positive versus negative agent feedback. Use this metric to evaluate the overall sentiment and satisfaction of your team with AI recommendations. | | Feedback Trend | Shows the volume of positive and negative feedback over a selected period. Use this metric to track how agent sentiment evolves in response to model updates or process changes. | | Negative Feedback Reasons | Shows the reasons agents cited for rejecting AI suggestions. Use this metric to prioritize and resolve the root causes of dissatisfaction. | <!-- document id=cab9005ee9ad43032e4badb438685104ab43cef11a80530c4238050b2b05af94 url=/admin/current/en-us/service/264-0-0/afcc_sv_voice_profiles.md --> # Languages and Voice Profiles Engage better with your customers by customizing your IVR messages by using different voice profiles that are available out-of-the-box. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> By aligning your IVR’s persona with your customer’s intent, you can reduce friction and build trust before a live agent even picks up the phone. In Salesforce Voice (Native Telephony), out-of-the-box voice profiles are available for IVR in Dutch (Netherlands), English (Australia), English (United Kingdom), English (United States), Danish (Denmark), Finnish (Finland), French (Canada), French (France), German (Germany), Hindi (India), Italian (Italy), Japanese (Japan), Swedish (Sweden), Polish (Poland), Portuguese (Brazil), Portuguese (Portugal), Spanish (Mexico), Spanish (Spain) As an example, for the English language, explore our core use cases and the recommended tones for each, and the specific profiles that bring them to life. | USe Case | Recommended TOne | Ideal For | Example Profiles in English | | --- | --- | --- | --- | | Professional Support | Calm, authoritative, and clear | Technical troubleshooting, billing inquiries, and sensitive data handling | Juniper, Jose, Thiago | | Friendly Interactions | Warm, approachable, and conversational | General retail inquiries, loyalty program updates, and scheduling | Jerry, Javier, Mariana | | Energetic Engagement | Upbeat, enthusiastic, and high-tempo | Marketing promotions, outbound sales, and event announcements | Jamahal, Finn | <!-- document id=6ba1e000451594bb2f2079a81a40cef5adc73c30ddf6058acc5245f7a7d50414 url=/admin/current/en-us/service/264-0-0/fs_go_residential.md --> # Launch Your Residential Business Faster with the Residential Solution Use the Residential Solution in Salesforce Go to eliminate the manual heavy lifting of initial implementation with a ready-to-use framework specifically tailored to the fast-paced demands of residential work. In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for `Field Service`. Click the **Residential Solution** tile By automating the foundational setup, the Residential Solution allows you to bypass the technical complexities of standard configurations. <!-- document id=1952f4f83099c598fe2d3c14e597749316e35ad3e04b7255a0c408da5796edb0 url=/admin/current/en-us/service/264-0-0/es_enablement_publish_assign_parent.md --> # Launching Employee Enablement Programs After you develop programs and measures in a sandbox, deploy them to production. Make employee enablement programs available to employees by publishing programs, assigning programs to employees directly, and sharing programs so employees can self-enroll. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Deploy Employee Enablement Programs from a Sandbox to Production](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_deploy.htm&release=264.0.0&type=5)** After you create and test employee enablement programs in a sandbox, migrate the data to production with Metadata API in change sets or Salesforce CLI. - **[Publishing Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_publishing_employee_enablement_programs.htm&release=264.0.0&type=5)** To make an employee enablement program available to employees, publish it. - **[Considerations and Limitations for Enrolling Employees in Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_assignments_guidelines.htm&release=264.0.0&type=5)** When you assign users to an employee enablement program, certain factors can determine how assignments behave, such as permissions, assignment and selection limits, filters, and the user’s time zone. These factors can also affect users who self-enroll in programs. - **[Sharing Enablement Programs with Employees for Self-Enrollment](https://help.salesforce.com/s/articleView?id=service.es_sharing_enablement_programs_with_employees_for_self_enrollment.htm&release=264.0.0&type=5)** Enable self-enrollment and share an employee enablement program so that employees can self-enroll in the program at their own convenience. - **[Assigning Employees to Employee Enablement Programs Manually](https://help.salesforce.com/s/articleView?id=service.es_assigning_employees_to_employee_enablement_programs_manually.htm&release=264.0.0&type=5)** You can manually assign employees to an employee enablement program and select the start date. - **[Automating Employee Enablement Program Assignment](https://help.salesforce.com/s/articleView?id=service.es_automating_employee_enablement_program_assignment.htm&release=264.0.0&type=5)** You can automate the assignment of an employee enablement program to employees. <!-- document id=a9d49ffd27cbeb32560279072ad55e0058f4abaae5788d17949d52917220959d url=/admin/current/en-us/service/264-0-0/svc_site_launch.md --> # Launching Your Service Catalog Site To go live with your site to your customers and partners, set your site admin settings, and then publish and activate your site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91599e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91599e59 ">To launch your Service Catalog site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91599e59 ">Permissions and licenses associated with the Service Catalog site builder</td> </tr> </tbody> </table> ## Step 1: Customize Your Site Use the provided documentation from Experience Cloud for optional ways to customize the layout, visuals, and branding of your Service Catalog site. - [Add Style to Your Experience Builder Site with Themes](https://help.salesforce.com/s/articleView?id=experience.community_builder_theme_understanding.htm&type=5&language=en_US) - [Assign an Audience to a Branding Set](https://help.salesforce.com/s/articleView?id=experience.networks_audiences_branding_sets.htm&type=5&language=en_US) - [Custom Theme Layouts and Theme Layout Components](https://help.salesforce.com/s/articleView?id=experience.community_builder_theme.htm&type=5&language=en_US) - [Customize the Theme of Your Experience Builder Site](https://help.salesforce.com/s/articleView?id=experience.community_builder_theme_customize.htm&type=5&language=en_US) - [Update Your Experience Builder Site’s Template](https://help.salesforce.com/s/articleView?id=experience.communities_update_template.htm&type=5&language=en_US) ## Step 2: Set Your Site Administration Settings To ensure proper administration of your site, set the proper access and security settings. 1. From Setup, in All Sites, select **Workspaces** next to the name of your Service Catalog site. 2. From Workspaces, select **Administration**. The Administration page opens. 3. Add members to your Service Catalog site. 1. From the Administration menu panel, select **Members**. 2. From Available Profiles, select the cloned community profile name and add it to Selected Profiles. 3. Save your work. 4. Set your Login & Registration preferences. 1. From the Administration menu panel, select **Login & Registration**. 2. From the Login Page Type dropdown, under Login Page Setup, select **Experience Builder Page**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Default Page is also available for selection per your business needs. We don't recommend selecting the other options. 3. Ensure that **Allow employees to log in directly to an Experience Cloud Site** is selected. 4. Save your updates. ## Step 3: Take Your Site Live Review, save, and publish your Service Catalog site pages and components. Then, activate your site for your customers and partners. When you publish your Service Catalog site, your site isn’t activated. Publishing only saves the work you’ve completed to build and customize your site. When you’re happy with your site, activate it to provide customers and partners access to the site. You have the option to make your site public. That way, guest users of your site can access the site without logging in. Guest users are unauthenticated and not members of your Salesforce org. 1. [Preview your Service Catalog site](https://help.salesforce.com/s/articleView?id=experience.community_designer_preview.htm&type=5&language=en_US). 2. [Publish your Service Catalog site customizations](https://help.salesforce.com/s/articleView?id=experience.community_designer_publish.htm&type=5&language=en_US). 3. [Activate your Service Catalog site](https://help.salesforce.com/s/articleView?id=xcloud.external_identity_activate_your_community.htm&type=5&language=en_US). 4. Optional: Make your site public. 1. From Experience Builder, click the gear icon to open Settings. 2. From General, under Public Access, select **Guest users can see and interact with the site without logging in**. 3. Publish your site to save these changes. #### See Also - [_Salesforce Help_: Setting Up Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_setup_intro.htm&release=264.0.0&type=5 "Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.") <!-- document id=80eeeba93a662d610893ade7dbca25a0a156159eab6ff8958158571ca5fde3e0 url=/admin/current/en-us/service/264-0-0/it_srvcs_learnexplore.md --> # Learn About Agentforce IT Services Understand the roles, concepts, workflows, and implementation considerations for Agentforce IT Service. Relate features to your business requirements and explore the functionalities that support service management processes and industry-best practices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[What is IT Service?](https://help.salesforce.com/s/articleView?id=service.it_srvcs_whatisitsrvc.htm&release=264.0.0&type=5)** When we talk about IT Service at Salesforce, we’re talking about Agentforce IT Service, a powerful platform of tools and processes to help your team support your employees. - **[Roles and Responsibilities in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_roles_rspnsblts.htm&release=264.0.0&type=5)** Learn about the different user personas in a typical Agentforce IT Service implementation and their key tasks and responsibilities. - **[Key Terms for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_key_terms.htm&release=264.0.0&type=5)** Familiarize yourself with the core terminology used in Agentforce IT Service. - **[Key Workflows in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_key_workflows.htm&release=264.0.0&type=5)** Effective IT service management follows a cycle: issues are captured, investigated, resolved, and analyzed to drive future improvements. For service requests, a standardized fulfillment process is followed. Agentforce IT Service streamlines IT operations by unifying the incident, problem, change, and release lifecycle into a continuous workflow. Salesforce supports each stage with features that reduce manual effort and improve collaboration using automation, AI, and collaboration tools. - **[Same-Org Implementation of Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_same_org_implementation.htm&release=264.0.0&type=5)** Run Agentforce IT Service with other supported clouds in one Salesforce org for a consolidated operational view. Review technical requirements, limitations, and workarounds, configure sharing and persona controls, and validate data isolation and compliance across domains. <!-- document id=d19dcf7c892a1327929e77ecc755add2facdd25fa035f562a1db9d2185e3d6a2 url=/admin/current/en-us/service/264-0-0/service_learn.md --> # Learn About Agentforce Service The first step in implementing Agentforce Service (formerly Service Cloud) is learning what it does. Let’s take a look at what Agentforce Service has to offer businesses of all sizes. - **[What Is Agentforce Service?](https://help.salesforce.com/s/articleView?id=service.service_cloud_def.htm&release=264.0.0&type=5)** When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers. - **[Supported Editions for Service Features](https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&release=264.0.0&type=5)** Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud). - **[Provide Ethical and Human-Centric Customer Service](https://help.salesforce.com/s/articleView?id=service.support_ethics.htm&release=264.0.0&type=5)** Honor the privacy and preferences of your customers and service reps by taking a human-centric approach to customer service. Learn five principles that you can follow to deliver ethical customer service with Salesforce. - **[Access Service Features on Mobile Devices](https://help.salesforce.com/s/articleView?id=service.scm_overview.htm&release=264.0.0&type=5)** Download the Salesforce mobile app to manage customer service on the go. - **[Agentforce Service Billable Usage Types](https://help.salesforce.com/s/articleView?id=service.service_cloud_billable_usage_types.htm&release=264.0.0&type=5)** Usage of certain features of Agentforce Service (formerly Service Cloud) in a production environment impacts credit consumption. - **[Service PDF Guides](https://help.salesforce.com/s/articleView?id=service.service_resources.htm&release=264.0.0&type=5)** In addition to online help, we offer several PDF guides to help you make the most of Agentforce Service. <!-- document id=52ec60160a3dcb99201d250c08dac3489e4b88c7a57e9a6e5523acbc260fe5d3 url=/admin/current/en-us/service/264-0-0/mfs_hvb_briefcase_types.md --> # Learn About Briefcase Types The Salesforce Field Service mobile app uses different types of Briefcases to support offline work. This table can help you decide which type of Briefcase is best suited for your business needs. | Briefcase type | When to Use | Editions | Prerequisites | \*Briefcase and record limits | availability | | --- | --- | --- | --- | --- | --- | | Standard Briefcase | For general offline data needs and typical record limits. Standard Briefcase is the default Briefcase type. | Enterprise, Performance, Unlimited, and Developer Editions | None | 5 active Briefcases and up to 50,000 records primed per user. | Currently available in the Field Service mobile app, Salesforce Mobile App Plus, and custom-built apps with the Briefcase Sync down target. | | Profile Briefcase | Automatically created as part of the Performance Priming feature. These Briefcases can be viewed to see what data will be primed by the Field Service mobile app. | Enterprise,Unlimited and Developer Editions | Orgs must be on the Winter ‘26 release. Performance Priming must be enabled. | Briefcases are automatically generated for up to 50 profiles that have active users and at least one user assigned the Field Service Mobile License. Up to 100,000 unique records primed per user. | Currently available only on the Field Service mobile app. | | High-Volume Briefcase | When the Standard Briefcase limit is insufficient and you need to configure a higher volume of records for offline use. | Unlimited and Performance Editions | Orgs must be on the Winter ‘26 release. Performance Priming must be enabled. | 5 active Briefcases per org and up to 400,000 records primed per user. | Currently available only in the Field Service mobile app. | ## \*How Record Limits Are Counted for Different Briefcase Types - **Standard and High Volume Briefcase (HVB):** Duplicate records are not removed. If the same record meets the criteria for multiple briefcase rules, it counts as a separate record for each rule. For example, if Rule A includes account "Apple" and Rule B also includes account "Apple," this single account record counts as two records toward the 50K/400K limits. - **Profile Briefcases:** Duplicate records **are** **removed**. A unique record only counts once, regardless of how many rules it satisfies. For example, account "Apple" counts as one record toward the 100K limit, even if returned by multiple rules. <!-- document id=0403ea177b91fe0f17050e359a294d6caa3ab64797ee0752b719bf3c778065bf url=/admin/current/en-us/service/264-0-0/bots_service_compliance.md --> # Learn About Einstein Bots Compliance Bots are compliant with The Health Insurance Portability and Accountability Act (HIPAA), so customers in the healthcare industry can have secure conversations over Chat. Bots now exceed data confidentiality and privacy standards set by the Service Organization Controls reports (SOC 2), and they’re compliant with International Organization for Standardization (ISO) standards. Learn about how the bot infrastructure creates a secure environment with established processes and controls built around security, availability, and confidentiality of customer data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30544e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30544e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30544e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30544e57 ">To add, edit, or delete channels</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30544e57 ">Customize Application</td> </tr> </tbody> </table> Einstein Bots are now HIPAA-compliant with Chat (In-App and Web). Beta and pilot features aren’t HIPAA-compliant. ISO and SOC 2 Compliance are available for all channels. Salesforce Shield is required for the customer to remain compliant while using the **Store Einstein Bots conversation data** setting on the Bot Overview page. To learn more about compliance, visit the [Salesforce Trust](https://trust.salesforce.com/en/) site or the [Einstein Platform Compliance](https://compliance.salesforce.com/en/services/einstein-platform) site. 1. Encrypt MlIntentUtteranceSuggestion (bot training data) in Shield. 1. You can set up Shield Platform Encryption using the instructions in [Trailhead: Set Up and Manage Shield Platform Encryption](https://trailhead.salesforce.com/en/content/learn/modules/spe_admins/spe_admins_set_up). 2. After you enable it, from Setup, in the Quick Find box, enter **Encryption Policy**, click **Encrypt Fields**, and then click **Edit** to check the Utterance field. 2. From the Bot Builder, review the utterances inside each dialog intent for personally identifiable information (PII). Modify or remove any utterances containing PII. <!-- document id=bfbc3cd72ddaf3a2a870aeadb4f0fe426ac45ad068afc2a4a2a974549785f099 url=/admin/current/en-us/service/264-0-0/knowledge_creation_parent_learn.md --> # Learn About Einstein Knowledge Creation To get started with Knowledge Creation, learn how to identify the right Knowledge fields for each Knowledge record type. Next, review the response type glossary, and see an example of Knowledge Creation in action. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Knowledge Fields for Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_learn_knowledge_fields.htm&release=264.0.0&type=5)** Learn how field mapping and response types affect your article drafts. - **[How To Use Einstein Knowledge Creation Responses Across Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_example.htm&release=264.0.0&type=5)** To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario. - **[Einstein Knowledge Creation Response Glossary](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_glossary.htm&release=264.0.0&type=5)** Get an overview of each mapping option for knowledge article creation. <!-- document id=c8dd5c5ffb4c024633b5ffb194f3cd0e0c74931053533c14143ed96fb3e347ef url=/admin/current/en-us/service/264-0-0/fs_learn_parent.md --> # Learn About Field Service Ready to get started with Agentforce Field Service and Operations (formerly Field Service)? Explore resources in and outside of Salesforce Help, review limits and limitations, and understand key concepts such as scheduling and optimization. - **[Where Do I Start with Field Service?](https://help.salesforce.com/s/articleView?id=service.fs_landing.htm&release=264.0.0&type=5)** Explore resources for Agentforce Field Service and Operations (formerly Field Service) and learn how it can help your business. - **[Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5)** Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service). - **[Field Service Key Concepts and Glossary](https://help.salesforce.com/s/articleView?id=service.fs_key_concepts.htm&release=264.0.0&type=5)** Review terms used in Agentforce Field Service and Operations (formerly Field Service). - **[Field Service Desktop Updates](https://help.salesforce.com/s/articleView?id=service.fs_updates.htm&release=264.0.0&type=5)** Stay in the know about releases for Agentforce Field Service and Operations (formerly Field Service). This article includes information on the release cadence for major, patch, and daily releases—also known as emergency releases—for core and managed package features. <!-- document id=f34e95cc6bafa4a1642683e66dd26b60f55fa147dd85a8f86ba04ff01b33081a url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_scorecard.md --> # Learn About Model Quality and Improve Recommendations Einstein produces a scorecard that tells you about your data and the effectiveness of your model. At a glance, learn if there are opportunities to refine your data and continually fine-tune your recommendations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Understand Model Quality When you build the model or Einstein retrains it, the scorecard updates. The scorecard shows metrics about the model and the quality of your case and article data. When your model is effective, your service reps see more accurate article recommendations, which can help them close cases. From Setup, navigate to the Einstein Article Recommendations page, and open the **Model Scorecard** tab. ![The article recommendations scorecard provides insight about the model and your data.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_scorecard.png) Here’s what the scorecard shows. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Model Accuracy</td><td class="slds-cell-wrap" style="vertical-align:top;">This percentage represents an overall confidence score about Einstein’s ability to make accurate predictions. If you change model settings or refine your closed case data, this value can help you evaluate the impact.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Model Quality</td><td class="slds-cell-wrap" style="vertical-align:top;">The scorecard summarizes model quality. You can activate the model as long as its quality is Great, Good, or OK. If model quality is Too Low, Einstein can’t make useful recommendations, so activation is disabled. Review the data summary and learn how you can improve your data.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Case Field Coverage</td><td class="slds-cell-wrap" style="vertical-align:top;">When there are more than 500 case-article attaches for Einstein to learn from, the scorecard reports field coverage. For closed case records, the scorecard shows coverage results for the primary and two supporting case fields. When these fields are well populated, Einstein can make more accurate article recommendations. Verify that your selected fields are in the right order and that your service reps complete these fields consistently.</td></tr></tbody></table> Einstein only recommends knowledge articles that meet strict accuracy criteria. To continually fine-tune Einstein Article Recommendations, follow these best practices when you customize your model and maintain your cases and articles. Tableau for CRM customers can use the new **Einstein Article Recommendations Value Dashboard** managed package to quickly build and dig into reports and visualizations for recommendation’s business value, KPIs, and exclusive analytics. The dashboard uses your case data and article performance metrics to show your most recommended articles, how service reps interact with recommendations, and Article Recommendations estimated ROI. ![AppExchange listing for Einstein Article Recommendations Value dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_evf_listing.png) To access the Einstein Article Recommendations Value dashboard, [download the Einstein Article Recommendations Value dashboard app template from _AppExchange_](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000IC038UAD). ## Customize Your Model When you customize the model, you point Einstein to the right fields to learn from. In some orgs with Knowledge, we set up article recommendations for you with a pre-built model that’s based on generic data and default field and language settings. If your business uses other fields, your service reps can see more accurate recommendations when you accept the terms in Setup, select the right fields, and update the model so that Einstein learns from your org’s closed-case data. Here’s some other tips to boost prediction quality. - **Include data-rich, high-use fields in your model.** Look for text fields that typically contain multiple words that tell you what the case or article is about. Unpopulated or uninformative fields make it hard for Einstein to make accurate predictions. If possible, choose fields that are rarely left blank and are typically updated at least once during the case lifecycle, such as Description. A case’s article recommendations are refreshed whenever a field included in your model is updated on the case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Only unencrypted fields of the string or text area type—including rich text area and long text area fields—can be added to your model. You might find that an unsupported field, such as a picklist, provides valuable information that could help Einstein find relevant articles. To include that information in your model, write a process that copies the field value into a custom text field on the case or knowledge object. Then, add the custom field to your model. - **Rank fields based on importance.** When you select fields to include in your model, drag them into priority order. Einstein wants to know what matters most to you. By ranking your fields, you’re essentially telling Einstein what to look for first. - **Review the model scorecard.** The scorecard shows metrics that can help you identify where there are opportunities to improve your data. ## Maintain Your Data - **Strive for field consistency on cases and knowledge articles.** Leaving fields blank, inconsistently filling them out, or gathering overly generic data can hurt your recommendation accuracy. - **Keep attaching articles to cases.** We recommend that service reps attach an article to a case if they referred to it while working on the case. Conversely, if past cases have unrelated articles attached to them, this can give Einstein a false impression of the article’s purpose and affect article relevance scores. - **Keep expanding your knowledge base.** The more articles in circulation, the more Einstein has to attach and learn from. Einstein reviews new articles within one day of publication. - **Encourage service reps to dismiss recommendations that aren’t helpful.** Einstein considers dismissals when formulating recommendations. <!-- document id=6c6f412ff19e4b8f6e2e9598cebf54349af12ed444cc83caf3f7987482f84dc5 url=/admin/current/en-us/service/264-0-0/cti_about.md --> # Learn About Open CTI Review how Open CTI connects to your telephony system, and how call center users manage their work with Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). - **[Salesforce Open CTI](https://help.salesforce.com/s/articleView?id=service.cloud_cti_api_overview.htm&release=264.0.0&type=5)** Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. - **[Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5)** Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone. - **[Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow](https://help.salesforce.com/s/articleView?id=service.cti_setup_flow.htm&release=264.0.0&type=5)** Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions. <!-- document id=4d065676eb9c023849b0f0136a72c503c6ad5eedae5f3960c86aed9d899409a5 url=/admin/current/en-us/service/264-0-0/wfs_mobile_config_schedule_list_overview.md --> # Learn About Schedule Tab Details for Visits and Interactions in Workforce Scheduling Review information about the Schedule tab and compact layout before you set it up. This layout option lets your mobile workers see visit and interaction fields on the Schedule tab. Workers can scan a mixed day of field visits and on-site appointments and see who they’re meeting, where, and what kind of work before they open a record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Considerations and Limitations - The primary compact layout sets the Schedule tab details for visits and interactions in orgs that use Workforce Scheduling. Orgs that don't use Workforce Scheduling continue to use the service appointment list view or search layout. - The schedule list stays in chronological order by the service appointment's **Scheduled Start** field. Mobile workers filter the list with the date picker. The service appointment list view still controls which service appointments are included. Linking a visit or an interaction doesn't add a separate list or change that filter. - When a mobile worker taps a visit or an interaction, the Field Service mobile app opens the guided experience when one is configured. Otherwise, the app opens that record's **Details** and **Related** tabs. When a mobile worker taps a service appointment that isn't linked to a visit or an interaction, the app opens the parent work order or work order line item. - On the schedule item's actions menu, record details and record edit open the related visit or interaction. Call and text actions use the contact on the service appointment. Directions use the service appointment address. A status change updates the service appointment. - Resource absences continue to appear when **Display Resource Absences in the Schedule page** is turned on in Field Service Mobile Settings. - Appointment bundling isn't supported for visits or interactions. ## Set Up Schedule Tab Details for Visits and Interactions Configure the primary compact layout on the Schedule tab so mobile workers see who they're meeting, where, and what kind of work before they open a record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12769e157">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">To create and assign compact layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">To give mobile workers access to the fields on the layout:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">To turn on Workforce Scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">Workforce Scheduling Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">To turn on field scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">Workforce Scheduling Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">To turn on on-site scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12769e157 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Before you begin, turn on [Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_workforce_scheduling.htm&release=264.0.0&type=5 "Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on.") and [field scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_enable_field_scheduling.htm&release=264.0.0&type=5 "Make field scheduling available across your org and set the options that shape appointments requiring worker travel to constituent locations, such as homes, businesses, or inspection sites."). For interactions, also turn on [on-site scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_enable_on_site_scheduling.htm&release=264.0.0&type=5 "Make on-site scheduling available across your org and set the options that shape appointments at your branches."). To use the Field Service mobile app, users need the Field Service Mobile user license. See [Give Mobile Workers Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_worker_access.htm&release=264.0.0&type=5 "Assign Workforce Scheduling and Field Service Mobile licenses and permissions so workers can view work, get scheduled, and log in."). 1. From Setup, in the Quick Find box, go to Object Manager, and then select **Visit**. 2. Select **Compact Layouts**. 3. Create a compact layout, or edit the layout you want mobile workers to see. 4. Add the field you want as the title of each schedule. 5. Add up to three more fields for the body of the item. Put the fields in the order you want them to appear. 6. Save the layout. 7. Select **Compact Layout Assignment,** and then select **Edit the assignment.** 8. For each visit record type, select this layout as the primary compact layout. 9. Save your changes. 10. Assign a layout to every record type your mobile workers use. The Field Service mobile app uses the primary compact layout assigned to that visit’s record type. 11. Repeat these steps for Interaction. 12. If mobile workers also see service appointments that aren’t linked to a visit or an interaction, repeat the steps for Service Appointment. Service appointments that aren’t linked to a visit or an interaction keep the Schedule tab setup in the Field Service Mobile App. Don’t assign a service appointment with a compact layout for those rows. #### See Also - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt.htm&type=5&language=en_US) - [Set Up the Schedule Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_schedule_list.htm&type=5&language=en_US) <!-- document id=66e238ce29411a77ff997ce08803f6703046f68a7a8dedb16fb8861b61905d61 url=/admin/current/en-us/service/264-0-0/bots_service_template_check_issue.md --> # Learn About the Template Bot: Check Issue Status The bot uses dialogs such as Check the status of an existing issue, Case look up, Case found, Case not found, and Add case comment to check the status of a case and add a case comment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Check Issue Status dialog skill helps users check the status of an issue they previously reported. Then they can add more comments to the case to update the service rep. ## Check the status of an existing issue To capture the response to the question about whether the user has a case number, a boolean system entity and corresponding boolean variable are used. The boolean system entity enables the bot to correctly capture and understand more responses than just the standard yes and no. ![A questin dialog step asking for the case number.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_existing_issue_case_number_2.png) The bot also asks for an email address. This check provides an extra layer of security and prevents bad actors from looking up cases if they were able to obtain only a case number. ![A quesiton dialog step asking for an email address.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_existing_issue_email_2.png) ## Case look up Within the Case look up dialog, we invoke a flow that returns a case based on the case number and email. If multiple cases match, the flow returns the most recent case created. ![images/bots\_service\_template\_case\_lookup\_flow\_2.png](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_lookup_flow_2.png) ## Case Found & Case Not Found The bot takes two different paths based on whether an existing case was found. If a case was found, the user can add comments to the case. If the case wasn’t found, the user can speak directly with a service rep who can help. ![A rule dialog step routing whether a case was or was not found](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_lookup_rule_2.png) If the case was found, case details such as subject and status are reported to the user. You can use merge syntax in bot messages to pull out subject and status fields from the variable that contains the matched case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Merge syntax can be used across any [bot variables](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages."). ![The bot sends message dialog steps if the case was found.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_case_found_messages_2.png) ## Add Case Comment If users want to update their case, this dialog contains the action that adds their comment to the case they just looked up. ![An action dialog step launches a flow to add a case comment.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_add_case_comment_2.png) <!-- document id=ac73ab41fe5b6ceb207d33450d515d8bf00476582ee9af012b816f9231f6e560 url=/admin/current/en-us/service/264-0-0/bots_service_template_check_order.md --> # Learn About the Template Bot: Check Order Status Automate order lookups using the Check the status of an order, Order look up, Order found, and Order not found dialogs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Check Order Status dialog skill allows users to check on their order. For example, a B2C bot can check if the shoes they ordered were shipped. In a B2B bot, this dialog can check whether a contract has been approved. ## Check the status of an order The Check Order Status dialog skill starts with the Check the status of an order dialog. This dialog asks the end user whether they have their order number and guides the conversation depending on the response. If they have their order number, the bot asks for it and moves to the Order look up dialog. If not, the bot transfers to a service rep. ## Order look up The Order look up dialog launches a flow to search for the order. In contrast to the Case look up, which uses case number and email address, Order look up relies on the order number alone. This dialog is built without it because the standard Salesforce order object doesn’t include an email field: ![An action dialog step launches the order lookup flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_lookup_flow_2.png) The rest of this dialog guides the conversation based on whether the order status variable is filled. If the variable is filled, the bot moves to the Order Found dialog. ## Order Found & Order Not Found The order number, amount, and status are reported to the user using merge syntax: ![A message dialog step delivering the order status.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_found_message_2.png) The bot then asks the user if they want to update, cancel, or return an order. If so, the user is directed to a service rep who can help. If the variable isn’t filled, the bot moves to the Order Not Found dialog and notifies the customer that the order wasn’t found. Then the bot transfers to the Anything Else? dialog. ![A question step asks if there are changes, and rule steps redirect the customer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_order_found_change.png) <!-- document id=b56725aefd12c20e8c81f5908d75ba1ea20da141984555677186cd9c3321001c url=/admin/current/en-us/service/264-0-0/bots_service_template_sales.md --> # Learn About the Template Bot: Connect with Sales Build a bot to capture end user information and create a lead record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Connect with Sales dialog skill, the group of dialogs used to complete a task, helps your prospects and existing customers contact your sales representatives. Using the bot, customers can learn more about your products and services, schedule a demo, ask for a quote, and more. The first thing you notice in the Connect with Sales dialog is that there are two rules up front. These rules are designed to handle scenarios where the user created a lead already. The bot avoids creating a duplicate lead and instead informs the user that a Lead was created already. The first rule covers the scenario where a Lead was created by a pre-chat form. In this scenario, the bot displays a message indicating that it already has lead information, and it routes the user to the Anything else? dialog so they go back to the Main Menu. ![A rule diaog step with lead information.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_sales_lead_2.png) The second rule covers the scenario where the user has been through the Connect with Sales dialog skill one time and created a lead. The bot follows the same behavior as the previous scenario, displaying a message and routing to the Anything else? dialog. ![A rule dialog step shown if the customer already created a lead in this session.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_sales_lead_id_2.png) Next, the bot handles the scenario where the information necessary to create a lead has been entered, but a lead hasn’t yet been created. In this case, the bot still creates a lead, but it skips the step where it asks the user questions to gather information. ![A rule dialog step to create a lead.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_sales_rule_2.png) The next rule follows a common pattern across dialogs. The bot first calls the Get user info dialog to gather information, and then it calls the Create Lead dialog to create a lead record using that information. ![A rule dialog step to call the Create lead dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_sales_call_2.png) ## Create Lead Next, let’s look at the Create Lead dialog, where you see an action that invokes a flow to create a lead record: ![An action dialog step launching the Create Lead flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_create_lead_2.png) The Routable Id is also included as an input so that the lead can be attached to the appropriate chat transcript. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Routable Id is a context variable that is equivalent to the Chat Transcript Id. To learn more about context variables, check out [Using Context and System Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5 "Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations."). The flow also outputs the ID of the created lead record, which is mapped to a bot variable. This way, the bot knows that a lead has been created, so that it can avoid creating a lead again. <!-- document id=0b83e4c28edf49e89ad47e76d9df2b1fd552d715ba4236787e3c9058722e6161 url=/admin/current/en-us/service/264-0-0/bots_service_template_gather_info.md --> # Learn About the Template Bot: Gather Info from User Use one dialog to capture end user information. Build a dialog one time and share across multiple dialogs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Gather info from user dialog is a shared dialog called from the [Connect with Sales](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record.") and [Report an Issue](https://help.salesforce.com/s/articleView?id=service.bots_service_template_report_issue.htm&release=264.0.0&type=5 "You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog.") dialog groups to collect key information from the user. The dialog collects the user’s information by asking the user a series of questions and filling variables with the responses. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Creating a separate dialog follows the best practice of reusing dialogs wherever possible, instead of repeating the dialog’s components in multiple places in the bot. With this structure, if you want to change how the bot asks the user for their name, simply modify the message in the Get user info dialog. Both [system entities](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") and [custom entities](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5 "Create custom entities to gather information that matches a regex pattern or list of synonym values.") are used to capture user responses. The system text entity is used to capture a broad range of inputs and not overly restrict responses. It’s used to capture the user’s first name, last name, and company: ![A question dialog step asking for a first name](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_question_2.png) Custom entities help validate user responses before they’re stored in bot variables. If bot variables are used to populate data fields, entities help maintain data quality within Salesforce. For example, a custom email entity is used to capture the user’s email address: ![A question dialog step asking for an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_question2_2.png) If we take a closer look at the email entity, we see that it uses a regular expression (RegEx) to recognize an email format with an @ sign and domain name: ![The RegEx pattern for an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_entity_email.png) If the user enters a phrase that doesn’t match the RegEx format, the bot becomes confused and moves to the Confused dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To learn more about how the bot processes free text and when the bot moves to the Confused dialog, see [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). With custom entities, it’s a good idea to use [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input.") to correct an input before defaulting to the Confused dialog. Conversation repair can provide the user with specific guidance on how to format a response: ![Repair attempts to enter an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_repair_2.png) <!-- document id=c2b3c0b049c4f66ae913f381e47c52b3238f7af2fa73eab870394fb8d21f72cd url=/admin/current/en-us/service/264-0-0/bots_service_template_report_issue.md --> # Learn About the Template Bot: Report an Issue You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Report Issue dialog skill, the group of dialogs used to complete a task, assists your end users in getting their issues resolved by service reps. It can replace or augment an existing Web2Case form. The Report Issue dialog skill follows a similar pattern as [Connect with Sales](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record."), with some key differences to allow users to report multiple issues in the same bot conversation. The first rule recognizes if a case was created through the pre-chat form. If so, the bot displays a custom message and allows the user to go back to the Main Menu to report another case, if needed. ![A rule dialog step checks to see if the case exists.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_report_issue_rule_2.png) Similar to the Create Lead dialog, the Create Case dialog also recognizes if information to create a case has been provided. Then the bot skips the Get user info dialog to ask the end-user questions. ![A rule dialog step creates a case and replies to the end user.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_report_issue_rule2_2.png) ## Create Case The action dialog step, which creates a case, is built similarly to the [Create Lead](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record.") action. However, this flow also outputs the case number, so users can reference it later if they want to look up the case. ![An action dialog step launches a flow and creates a case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_create_case_2.png) <!-- document id=7f1c30fbd705b8fedb24fe25e49b5193815eb8d11f567e0428aee5ab2d9bdc3c url=/admin/current/en-us/service/264-0-0/bots_service_template_supporting_dialogs.md --> # Learn About the Template Bot: Supporting Dialogs Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Agent Transfer A key feature of service-oriented chatbots is the ability to transfer the user to a service rep if the bot is unable to resolve the user’s issue. The Transfer to agent dialog handles transfers to service reps from the bot. To avoid sudden transfers, the bot confirms that the user wants to be connected to a service rep before executing the transfer. ![A question dialog step asks to transfer to a service rep.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_transfer_agent_2.png) If no service reps are available, the bot automatically routes to the No Agent dialog. A next step is provided, “Unfortunately, no agents are available right now. Please try again later,” so the user has some guidance on what to do next. The user is also given the option to go back to the Main Menu. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If no service reps are available, we recommend to not end the chat abruptly. To handle the conversation gracefully, set the No Available Agents [system dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."). ![A message dialog step when no service rep is available.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_no_agent_2.png) ## Conversation Loopback: Anything Else & Clear Memory The Anything else? and Clear memory dialogs are critical elements of bot [conversation design](https://help.salesforce.com/s/articleView?id=service.bots_service_best_practice.htm&release=264.0.0&type=5 "Consider the following points when designing your bot.") because they allow the user to loop back through the bot and get another question answered or complete more tasks. The Anything else? dialog is key because it gives the user an option to loop back to the Main Menu if they need further assistance. The Clear memory dialog is called immediately before the Main Menu to clear out the values of variables from the user’s previous run through the bot. Selectively clearing the bot’s memory allows the user to report another issue and look up other orders and cases. ![A rule dialog step to clear the memory of selected variables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_main_menu_clear_2.png) ## Confused If the bot doesn’t understand the user at any point in the bot’s conversation, the Confused dialog provides a message. This message is generic because it must apply to all scenarios where the bot can get confused: ![The bot sends a message when it is confused.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_confused_2.png) To learn more about when the Confused dialog is called in a bot conversation, visit [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). ## End Chat The End Chat dialog gives the user an out in case they don’t want to end the chat. If they respond to the message “Thanks for taking the time to chat!” with something that doesn’t match the Goodbye entity, the bot sends a [conversation repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input.") message. If the user again responds with an input that doesn’t match the Goodbye entity, they’re redirected to the Main Menu. ![The bot sends a question dialog step to end the chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_end_chat_2.png) ## Exact Matching The Intro Template comes with intent data preloaded to allow for exact matching to dialogs. At any point in the conversation, the user can input any one of the utterances to be redirected to the Main Menu: ![A list of utterances for the Main Menu dialog intent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_main_menu_intent.png) Similarly, entering one of the Transfer to Agent utterances starts the process of transferring to a service rep. The last thing we want to replicate is the experience of having to step through a long interactive voice response (IVR) system before you can finally talk to a human. ![A list of utterances for the Transfer to Agent dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_transfer_agent_intent.png) <!-- document id=2ec1ac1e504b7b66606026f650bf8a739f07aa16926b78fd7b430c77e2ef0c6a url=/admin/current/en-us/service/264-0-0/bots_service_template_welcome.md --> # Learn About the Template Bot: Welcome Dialogs Learn about how the bot kicks off the conversation and guides the end user towards common tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Welcome dialog is included with all Salesforce bots—it greets your end users that are interacting with the bot. In the Intro Template’s Welcome dialog, you see the customized greeting, which includes the bot name you specified in the Guided Setup Flow: ![The Welcome message dialog step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_welcome_2.png) But even before the greeting, there’s an action dialog step that calls the flow Einstein Bots: Get Customer Context. This action is designed to get context from the bot’s pre-chat form or the Messaging Session object, so the bot can have a more personalized conversation with your users. The Get Customer Context action gets user details, such as name, email, phone number, and company name. It also pre-creates a case, contact, or lead, if it exists. The bot then uses this information to skip irrelevant questions and dialogs. For example, if the user already provided their name, the bot skips the questions asking for first name and last name. The bot automatically moves from the Welcome dialog to the Main Menu dialog. Here, you see a rule action that calls the Clear Memory dialog: ![A rule dialog step that clears the memory of certain variables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_main_menu_clear_2.png) This dialog clears the values of certain variables to allow users to go back through the bot again. Read more about it in [Conversation Loopback](https://help.salesforce.com/s/articleView?id=service.bots_service_template_supporting_dialogs.htm&release=264.0.0&type=5 "Bots work best with supporting dialogs that help create a great customer experience. Learn about key dialogs: Agent Transfer, Anything else, Clear Memory, Confused, and End Chat. Explore intent data used for exact matching."). <!-- document id=1be6bd71b51d69b0546d0c2e57c8dc2d1a9d86d9c9cc5ea4879a552da21c3cff url=/admin/current/en-us/service/264-0-0/fs_work_plans_intro.md --> # Learn About Work Plans in Field Service Keep Field Service workers on track with guided steps for completing their work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Work plans are a set of prescribed steps that guide front-line and back-office workers on how to complete a work order. By following steps in work plans, field service teams can complete assignments quickly, consistently, and with less guesswork. Work plans appear on a work order or work order line item. Each plan shows an ordered list of work steps. A work step can be a simple instruction such as “Put on your safety goggles.” Or it can be a quick action or a field service mobile flow that guides workers through a procedure. To make work steps and work plans easier to manage, they’re created from templates. Templates help reuse plans and common steps across these plans. For example, service managers can reuse a work plan template for safety checks and add steps for work in an earthquake zone. ![Work plan template example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plan_template_example.png) Automate how work plans are assigned to work orders or work order line items using work plan selection rules. Service managers configure rules that add plans based on fields such as work type, asset, location, and service contract. A selection rule generates a point-in-time copy of a work plan and its steps from the templates, and it adds them to work orders or work order line items. For example, for break-fix procedures, define work step templates and work plan templates for different assets. The selection rules map required work plans to asset types. When the service manager creates a work order or work order line item for an asset, the rules add instances of the right plans and steps. Front-line and back-office workers view work plans on the work order or work order line item. As they complete steps, quick actions and flows guide them through the work. ![Work Plans Lightning Web Component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_lightning_web_component.png) Creating, maintaining, and using work plans is a team effort. - Service managers, operations managers, or dispatchers typically build and maintain work plans. They define templates for work steps and work plans, and they create work plan selection rules. - Salesforce Admins assign the right permissions for users to use and manage work plans. Also, if there’s a work step that uses a field service mobile flow, the admin usually creates it. - Front-line and back-office workers are the consumers of work plans. They’re often a great resource to help admins build and refine work step and work plan templates. Here’s a summary of objects related to work plans. - Work Step Template: A reusable pattern that describes a task. It can include a quick action or a field service mobile flow. - Work Plan Template: A reusable pattern that describes an ordered list of steps. - Work Plan Template Entry: A step, in the form of a work step template, that’s added to a work plan template. - Work Plan Selection Rule: The logic that selects which work plan templates and steps to associate with a work order or work order line item. - Work Plan: A checklist that’s displayed on a work order or work order line item. - Work Step: A task on a checklist that the worker can complete. <!-- document id=e3c59818e7125f6d2333fd236ec0baff02566412c355aa2952f8eb5b32a06815 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_learn.md --> # Learn and Explore CMDB Learn how Configuration Management Database (CMDB) helps you track, manage, and make sense of your organization’s assets. Explore core benefits, understand key terms, and see how configuration items evolve over time. - **[Key Terms in Configuration Management Database](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_keyterms.htm&release=264.0.0&type=5)** Understand the terms used in Configuration Management Database (CMDB) and how these items work together. - **[Explore the Benefits of CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_benefits.htm&release=264.0.0&type=5)** Understand how Configuration Management Database (CMDB) improves visibility, accuracy, and operational efficiency across your IT environment. Explore the key benefits of each CMDB component to support structured asset tracking and confident decision-making. - **[Learn the CMDB Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_undertstand_cmdb.htm&release=264.0.0&type=5)** Understand the full lifecycle of configuration data in your Configuration Management Database (CMDB). Knowing how configuration items (CIs) , CI types, CI attributes, and CI relationships work together helps your team build a structured, reliable asset inventory and maintain data accuracy across systems. <!-- document id=2f64f9ba79f97538cab3b452fbacda63bbb154d14815c6234c22609309be6602 url=/admin/current/en-us/service/264-0-0/it_srvcs_learn_discovery.md --> # Learn and Explore Discovery Learn how discovery helps you scan assets, identify configuration items, and improve visibility across your IT environment. Explore key terms, understand core benefits, and see how discovery works end to end with an example. - **[Key Terms in Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_key_terms.htm&release=264.0.0&type=5)** Get familiar with essential terms before you start using discovery. - **[Explore the Benefits of Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_benefits.htm&release=264.0.0&type=5)** Explore the key benefits of each discovery component to automate asset identification, reduce manual effort, and keep CMDB data current. - **[Learn the Discovery Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_lifecycle.htm&release=264.0.0&type=5)** Learn how discovery scans, identifies, and processes asset data to keep your CMDB accurate and complete. The discovery lifecycle defines the end-to-end flow from detecting assets to updating configuration items in CMDB. Understanding this flow helps you plan scan schedules, troubleshoot data gaps, and maintain visibility across your IT environment. <!-- document id=ebc8037f319c16ea737c375ce72435b4b368f1afb634032288e167011e7b92e6 url=/admin/current/en-us/service/264-0-0/cti_legacy_parent.md --> # Learn and Set Up Open CTI While Open CTI is in maintenance mode and is scheduled for retirement, reference our legacy feature documentation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). - **[Learn About Open CTI](https://help.salesforce.com/s/articleView?id=service.cti_about.htm&release=264.0.0&type=5)** Review how Open CTI connects to your telephony system, and how call center users manage their work with Salesforce. - **[Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5)** Before Salesforce users can access and use a call center, an administrator must complete various tasks. - **[Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5)** There are two ways to create a call center record in Salesforce—importing or cloning. - **[Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&release=264.0.0&type=5)** After you set up a call center, you can update the call center settings as your business needs change. - **[Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5)** To let users make calls, add them to your call center. - **[Call Customers on the Phone](https://help.salesforce.com/s/articleView?id=service.cti_overview_agents.htm&release=264.0.0&type=5)** Phone calls are one of the easiest ways to reach your customers. <!-- document id=1c7691f6aeb4e60db733c16312d99987a8c4c5b25c25cf948aa4f078e48cfd66 url=/admin/current/en-us/service/264-0-0/console2_using_intro_navigate.md --> # Learn How to Navigate the Salesforce Classic Console Learn about how to navigate your console efficiently. - **[Tabs and Navigation in the Salesforce Classic Console](https://help.salesforce.com/s/articleView?id=service.console2_tabs.htm&release=264.0.0&type=5)** Any items you click on in a console display as tabs. Tabs let you see all the information you need on one screen without losing context. - **[View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_most_recent.htm&release=264.0.0&type=5)** If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or recently used in a console without having to search Salesforce. - **[Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_resizing_lists.htm&release=264.0.0&type=5)** If an administrator has turned on pinned lists and chosen where they display on screen, you can resize and minimize the lists. - **[Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_multi_monitor_using.htm&release=264.0.0&type=5)** Move portions of a console to different areas of your computer screens so that you can view data in ways that help you work best. <!-- document id=192a83baf14af34a5274414e4fc4a4a00e9be1e4512be670a5e442c3c09d0114 url=/admin/current/en-us/service/264-0-0/mfs_settings_details.md --> # Learn More About Field Service Mobile Settings Customize your Field Service Mobile Settings configurations to suit your users' needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Field Service Mobile Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:42.19409282700421%"> <col style="width:57.80590717299579%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d59378e81">Setting</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d59378e84">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Information</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Label</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">The name of the Field Service Mobile Settings configuration.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">The developer name of the Field Service Mobile Settings configuration.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Default</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Each user profile can be associated with only one Field Service Mobile Settings configuration. If selected, the configuration is used as the default that's automatically assigned to users.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Branding Colors</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">See <a href="https://help.salesforce.com/s/articleView?id=service.mfs_branding.htm&release=264.0.0&type=5" title="Give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. Apply your company colors or optimize the color scheme to compensate for the relative brightness of your mobile workforce’s work environments.">Brand the Field Service Mobile App</a>.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Additional Settings</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Collect service resource geolocation history</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether geolocation tracking of services resources is enabled.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Collect time zones for time sheet entries</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether time zones of work locations are captured on time sheets.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Destination Type</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Determines if the mobile worker navigates to the destination based on the address or the latitude and longitude. The map always uses latitude and longitude for the destination.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Display resource absences in Schedule view</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Sets whether resource absences are combined with other work in the Schedule page of the app.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Enable full edit on records</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether users can edit records using the Field Service mobile app.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Enable mobile time sheets</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether users can access time sheets on their mobile devices.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Enable Feed</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether the users can see the feed tab in Field Service mobile app.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Enable Feed Priming</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls whether the users can download feed posts for offline use during data sync. If disabled, users can view feeds only when they're online. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Geolocation Accuracy</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> <p>Controls the accuracy of service resource geolocation tracking. Lowering accuracy reduces battery consumption for mobile devices. The options are:</p> <ul> <li>Fine: Accurate to within 10 meters</li> <li>Medium: Accurate to within 100 meters</li> <li>Coarse: Accurate to within 1 kilometer</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Geolocation Accuracy (Background Mode)</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> <p>Controls the accuracy of service resource geolocation tracking while the app is running in the background. Lowering accuracy reduces battery consumption for mobile devices. The options are:</p> <ul> <li>Medium: Accurate to within 100 meters</li> <li>Coarse: Accurate to within 1 kilometer</li> <li>Very Coarse: Accurate to within 3 kilometers</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Geolocation Update Frequency in Minutes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the frequency between attempts to retrieve service resource geolocation updates.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Geolocation Update Frequency in Minutes (Background Mode)</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the frequency of attempts to retrieve service resource geolocation updates while the app is running in the background. Lowering frequency reduces battery consumption for mobile devices. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Metadata Cache Time in Days</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days that any metadata wire calls, are kept in the app’s local cache. This setting applies for LDS (Lightning Data Services) users only.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Picklist Time Interval in Minutes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the spacing of picklist options for time values, such as when creating resource absences.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Record Data Cache Time in Minutes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of minutes that record data is kept in the app for LDS users.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Schedule Update Frequency Time in Minutes</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of minutes between attempts to update a user’s schedule.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Default List View Developer Name</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">The API name of the default service appointment list view on the schedule screen (optional). </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Future Days in the Date Picker</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days into the future that a user can select from the date picker on the schedule screen.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Past Days in the Date Picker</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days into the past that a user can select from the date picker on the schedule screen.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Send appointment notifications on assignment</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">If selected, workers are notified when they’re assigned to a service appointment and when their assignment is changed or removed. They’re not notified when they’re dispatched for the appointment. Followers of a service appointment receive a separate notification regarding a service appointment assignment to another worker. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Send appointment notifications on dispatch</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">If selected, workers are notified when they’re dispatched for a service appointment and when their assignment is changed or removed.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Send emergency appointment notifications on dispatch</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">If selected, workers receive an emergency notification with a distinct sound and vibration when an emergency service appointment is dispatched. This notification replaces the <strong class="uicontrol">Send appointment notifications on dispatch</strong> notification for emergency appointments only. In the Field Service mobile app, this notification is labeled <strong class="uicontrol">Emergency Dispatch</strong> under Settings > Notifications.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Service Appointment Priming</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Default List View Developer Name</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">The API name of the default service appointment list view on the schedule screen (optional). </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Future Days in the Date Picker</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days into the future that a user can select from the date picker on the schedule screen.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Past Days in the Date Picker</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days into the past that a user can select from the date picker on the schedule screen.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Document Builder Template Priming</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Days Before Current Service Date </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days prior to the current service date that service document templates related to the service appointment, work order, or work order line item are primed for offline use.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Days After Current Service Date</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Controls the number of days after the current service date that service document templates related to the service appointment, work order, or work order line item are primed for offline use.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Maximum Number of Service Appointments</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">Defines the maximum number of service appointments to prime service document templates for. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">Quick Status Change</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 "> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 ">Flow Name</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">The name of an existing flow that the Quick Status Change action is applied to.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e81 "> <strong class="uicontrol">App Extensions</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d59378e84 ">See <a href="https://help.salesforce.com/s/articleView?id=service.mfs_extension.htm&release=264.0.0&type=5" title="Create app extensions to let users pass data from the Field Service app to another app.">Create App Extensions for the Field Service Mobile App</a>.</td> </tr> </tbody> </table> <!-- document id=46a87eae3876dc431981a2cec87f4e407335b6627b7160197be2c92be6e7efd9 url=/admin/current/en-us/service/264-0-0/it_srvcs_undertstand_cmdb.md --> # Learn the CMDB Lifecycle Understand the full lifecycle of configuration data in your Configuration Management Database (CMDB). Knowing how configuration items (CIs) , CI types, CI attributes, and CI relationships work together helps your team build a structured, reliable asset inventory and maintain data accuracy across systems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> CMDB provides a structured and centralized way to model your IT landscape. CIs represents physical or virtual asset like laptops, servers, business applications or cloud services. The CIs are grouped by CI types. CI types define the expected structure, behavior, and attributes for each CI. Attributes capture operational details, such as ownership, version, or IP address. You can also create relationships between CIs to reflect real-world dependencies, such as an application hosted on a server or a VM connected to a network device. Service graphs visualize these relationships, helping teams understand service dependencies and respond to incidents or changes with greater accuracy. CMDB enables clean data management through identification rules. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example : Building Your IT Asset Inventory with CMDB Consider a scenario where your IT team needs a clear picture of all employee laptops and how they connect to your network. You start by defining a CI type called laptop, which establishes the structure for all laptop records in the CMDB. The CI type includes key attributes like serial number, operating system, MAC Address, assigned user, and location. Each attribute is paired with an attribute type. For example, serial number is a text field, assigned user references an internal user record, and location links to a site object. These attribute types ensure consistency and data integrity across all records of this CI type. When new laptops are issued, you create CIs of type laptop and fill in the attribute values. For example, a laptop assigned to a sales executive includes details like its serial number, macOS version, and current office location. To map dependencies, you define relationships between laptops and other CIs, such as the applications they run or the network switches they connect to. The relationships are displayed in a service graph, giving your team a visual way to understand how devices, users, and services are linked across the IT environment. <!-- document id=f0b91a4ecf7cd38291b3de5ecee70599bb5b17796335c7ecae7414492984b4e5 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_lifecycle.md --> # Learn the Discovery Lifecycle Learn how discovery scans, identifies, and processes asset data to keep your CMDB accurate and complete. The discovery lifecycle defines the end-to-end flow from detecting assets to updating configuration items in CMDB. Understanding this flow helps you plan scan schedules, troubleshoot data gaps, and maintain visibility across your IT environment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> Discovery starts when a scan job runs against a defined target. The scan job references one or more discovery applications or agents that use stored credentials to connect to endpoints through standard protocols such as WMI, SSH, SNMP, or cloud APIs. After connecting, discovery detects active assets and collects configuration details such as hostname, operating system, and running processes. Identification rules then match the scanned data with existing configuration items in CMDB to prevent duplicates. New configuration items are created automatically when no match is found. Process jobs analyze discovered processes and network ports to map dependencies among assets. When processing is complete, discovery updates CMDB with the latest asset information. Dashboards and reports summarize scan results, coverage, and error trends. By automating each stage, discovery removes manual effort, prevents data drift, and keeps CMDB continuously aligned with your evolving IT environment. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Automating Asset Updates Across Hybrid Environments Your IT operations team manages both on-premises servers and cloud workloads. A discovery application performs agentless scans inside the corporate network, while lightweight agents collect data from remote laptops. Separate targets are configured for AWS and Azure using stored credentials. Daily scan jobs detect new virtual machines, map them to existing CIs, and create new records as needed. Process jobs then map application dependencies and dashboards confirm that CMDB reflects the latest infrastructure state. <!-- document id=e4f104b72092401589562205af2777a2536e1b11f879733d182d529d393f93bb url=/admin/current/en-us/service/264-0-0/console_about.md --> # Legacy Agent Console The legacy agent console in the console tab makes it easier to find related information with less switching between pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note As of the Spring ’15 release, Agent console is not available to new organizations. The newer Salesforce console improves the Agent console by providing you with more options and more advanced technologies. See [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US). You can set up the Agent console to display the information most important to your work according to your business needs. - **[Agent Console Concepts](https://help.salesforce.com/s/articleView?id=service.console_concepts.htm&release=264.0.0&type=5)** Review the following terminology used to describe the components of the Agent console. - **[Set Up the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_setup.htm&release=264.0.0&type=5)** You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce. - **[Navigate Within the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_navigating.htm&release=264.0.0&type=5)** What you click in the Agent console determines which frame a record displays in. - **[Display the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_start.htm&release=264.0.0&type=5)** You can start using the Agent console after your administrator has set it up. - **[Use the Agent Console List View](https://help.salesforce.com/s/articleView?id=service.console_listview.htm&release=264.0.0&type=5)** The Agent console’s list view lets you quickly perform actions within Salesforce without leaving the console. - **[Agent Console FAQ](https://help.salesforce.com/s/articleView?id=service.faq_console.htm&release=264.0.0&type=5)** Frequently asked question about the Agent Console. <!-- document id=6790c91c63624c0ca5168065990d018863fdafa8c9f1d9616ec8d7a9a88a8723 url=/admin/current/en-us/service/264-0-0/contact_request.md --> # Let Customers Create Contact Requests Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:40%"> <col style="width:60%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26007e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To create contact request flows:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To add contact request flows to Experience Cloud sites:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">View Setup and Configuration AND Create and Set Up Experiences</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To add contact requests to the Service Console:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">View Setup and Configuration AND Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To set up Omni-Channel routing for contact requests:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">Customize Application</td> </tr> </tbody> </table> 1. Create a contact request flow. The flow creates the form that your customers fill out to request contact from support. 1. In Setup, enter Customer Contact Requests in the Quick Find box, and then select **Customer Contact Requests**. 2. Click **New Flow**. 3. Enter a name and description for your contact request flow. These values aren’t visible to customers. ![Screen showing flow name fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/contact_request_name.png) 4. Customize the list of reasons that customers select from to describe why they’re submitting a contact request. ![Screen showing list of contact reasons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/contact_request_reasons.png) 5. Select a user or queue to own incoming contact requests. 2. Implement contact requests in your Experience Cloud site or Interactive Voice Response (IVR) system. - To add the flow to your Experience Cloud site, use a component in Experience Builder. - To add the flow to your IVR system, work with your telephony provider. 3. Set up your service rep experience. Contact requests work alongside your other service-related records. Service reps can use the Requested By field to relate the contact request to people, like contacts and leads. And the Related To field connects the contact request to accounts, cases, opportunities, work orders, voice calls, and custom objects. 1. Review your service reps’ access levels. Make sure that your service reps have at least read access on the contact request object. Also make sure that they can see the Contact Request tab. 2. Add the Contact Request object to the navigation items in your Service Console. 3. Optionally, set up Omni-Channel routing. To route contact requests with Omni-Channel, create or edit a queue that’s used by Omni-Channel to include the contact request object. Then, specify this queue as the owner when you set up the contact request flow. - **[Add Contact Requests to Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.contact_request_setup_community.htm&release=264.0.0&type=5)** In Experience Builder, add a contact request flow to your Experience Cloud site so site members can request that customer support contact them. - **[Contact Request Considerations](https://help.salesforce.com/s/articleView?id=service.contact_request_considerations.htm&release=264.0.0&type=5)** Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud). <!-- document id=9ed661321d36f9eabc8ba0b7e048c75e3ff4fb279fb6082fea74987e462e80fe url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_rtl_cancel_and_reschedule.md --> # Let Customers Reschedule and Cancel Appointments in the Real-Time Location Component Let your customers reschedule and cancel appointments even if the mobile worker is on the way to the appointment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73527e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73527e78 ">To customize component settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73527e78 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> </tbody> </table> 1. To open the settings panel, click anywhere in the Real-Time Location component. 2. Select **Let customers reschedule appointments** and **Let customers cancel appointments**. 3. In URL for Self-Service Scheduling, enter the URL of the page where your self-service scheduling component is located. ![Cancel and Reschedule options in the Real-Time Location component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_settings_cancel_and_reschedule.png) To find this URL: 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row of the required Experience site, click **Builder**. 3. In Experience Builder, click Settings ![Settings icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 4. Copy the URL from the Publish Status. Make sure that the specific page is included in the URL. 4. Enable the notification delivery channels. 1. From Setup, in the Quick Find box, enter Notification Builder, and then select **Notification Delivery Settings**. 2. From Custom Notification Types, edit Appointment Assistant Custom Notifications. 3. Select **Salesforce Field Service for Android** and **Salesforce Field Service for iOS**. If you can’t see these options, install the connected apps. 5. Mobile workers are notified when appointments are rescheduled or canceled. If you want to disable the notifications, follow these steps. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the Self-Service Scheduling Notifications flow. 3. Click **Deactivate**. #### See Also - [Downloading the Field Service Connected App](https://help.salesforce.com/s/articleView?id=service.mfs_prepare.htm&release=264.0.0&type=5 "Before you configure user access and customize the Field Service mobile app, download the connected app.") <!-- document id=32e9bbd453fe3b578d4719bbf0e2dc17ecc13c97e98f43d970261780a8e74d0c url=/admin/current/en-us/service/264-0-0/voice_pt_setup_control_call_recording.md --> # Let Reps Pause and Resume Voice Call Recordings Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate.  ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88111e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88111e75 ">Assign Permission Sets</td> </tr> </tbody> </table> For more details about the rep experience, see [Honor Customer Privacy When Recording Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5 "Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate."). To let reps suspend and resume call recording, complete these high-level steps: 1. Make sure your telephony provider offers this feature and that it's configured properly. If your telephony provider doesn’t offer this capability, then reps can’t pause and resume call recording. 2. Clone the Salesforce Voice Contact Center Rep permission set for an Amazon Connect contact center or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set for a partner telephony contact center, and add the Control Call Recording user permission to it. 3. Assign the modified permission set to your users. #### See Also - [Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) - [Pause Call Recording to Honor Customer Privacy](https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&release=264.0.0&type=5 "Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate.") <!-- document id=d4b6b0f96db1e11036e16a7b0445e647ce625cb7e0bcc91f7c059c8b2d232519 url=/admin/current/en-us/service/264-0-0/voice_pt_setup_status_utility.md --> # Let Reps Test Their Workstations with Connection Status Utility To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23263e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">To set up the Connection Status utility:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 ">To use the Connection Status utility:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23263e75 "> <p>Salesforce Voice Contact Center Rep permission set</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Contact Center Admin permission set</p> </td> </tr> </tbody> </table> When reps click Run Test from the Connection Status utility, their browser, microphone, virtual desktop infrastructure, and third-party identity provider statuses are verified. Reps using Salesforce Voice with Amazon Connect run the Amazon Connect Endpoint Test Utility to verify their connection. If verification fails, messages instruct reps how to debug their Voice setup to connect successfully. Additionally, add the Provider Status section to Connection Status so reps can monitor their status in Amazon Connect and manually sync it for rare status mismatch issues. Add the Connection Status utility to console apps so it’s available to reps. 1. From Setup in Lightning Experience, enter App in the Quick Find box, and then select **App Manager**. 2. Click the dropdown next to the console app that you want to add Connection Status to, and then click **Edit**. 3. Under Utility Items, click **Add Utility Item**. 4. Search for and select **Connection Status**. 5. Save your changes. 6. To add a Provider Status section to the Connection Status Utility (for Amazon Connect only), from Setup, in the Quick Find box, enter `Contact Centers`, and select **Amazon Contact Centers**. 7. Open your contact center. 8. Edit your contact center details, select **Add telephony provider presence status to Connection Status utility**, and then save your changes. Alternatively, to add Connection Status to Voice extensions, use Lightning App Builder to drag the Connection Status standard component to the Lightning pages used as extensions, and then click **Save**. #### See Also - [Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&language=en_US) - [Customize Call Controls and Voice Extensions](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_extensions.htm&language=en_US) - [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") <!-- document id=1371b40524a5de0c4e6d922d179329d58dd878efb07a4a6428a47d23218f9cef url=/admin/current/en-us/service/264-0-0/mfs_product_requests.md --> # Let Users Create Product Requests in the Field Service Mobile App Let your mobile workers create product requests when they find defective parts in their vehicles or their stock runs out. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23092e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">To create quick actions and add them to page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">To view product request line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">Read on product requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">To create product requests:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">Create on product requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">To create, update, or delete product request line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23092e78 ">Edit on product requests</td> </tr> </tbody> </table> 1. Create a global quick action for product requests. 1. From Setup, enter Global Actions in the Quick Find box, and select **Global Actions**. 2. Click **New Action**. 3. Enter the details for your new action. - For Action Type, select **Create a Record**. - For Target Object, select **Product Request**. - For Standard Label Type, select **Create New \[Record Type\]**. - For Name, enter an API name for your action. 4. Click **Save**. 2. Add fields to the action's layout, and click **Save**. When mobile workers use this action to request inventory, they complete these fields. We recommend using no more than eight fields. 3. Add the Product Request quick action to the Publisher Layout that's assigned to your mobile workers. 1. From Setup, enter Publisher Layouts in the Quick Find box, and select **Publisher Layouts**. 2. Click **Edit** next to the publisher layout you want to add the action to. 3. Drag the Product Request quick action to the **Quick Actions in the Salesforce Classic Publisher** list. 4. Click **Save**. 4. Create a global quick action for the Product Request Line Item. 1. From the Object Manager, select **Product Request**. 2. In the sidebar, select **Buttons, Links, and Actions**. 3. Click **New Action**. 4. Enter the details for your new action. - For Action Type, select **Create a Record**. - For Target Object, select **Product Request Line Item**. - For Standard Label Type, select **Create New \[Record Type\]**. - For Name, enter an API name for your action. 5. Add fields to the action's layout, and click **Save**. 6. Add the quick action to the Product Request page layout. 1. From the Object Manager, select **Product Request**. 2. In the sidebar, select **Page Layouts**. 3. Under Page Layouts, select **Product Request Page Layout**. 4. At the top of the screen, select **Quick Actions**. 5. Drag the Product Request Line Item quick action to the **Quick Actions in the Salesforce Classic Publisher** list. 6. Click **Save**. #### See Also - [Request Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_part_requests.htm&release=264.0.0&type=5 "When your stock gets low or you need a part for a particular work order, create a product request. Product requests can be associated with work orders, work order line items, cases, and accounts. You can specify when and where the parts are needed, and divide the request into line items that each represent a needed part.") - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Set Up Inventory Access for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_products_location.htm&release=264.0.0&type=5 "Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS.") - [Set Up Multiple Inventory Locations](https://help.salesforce.com/s/articleView?id=service.mfs_products_multiple_locations.htm&release=264.0.0&type=5 "By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services to multiple vendors or want separate inventories for different types of work.") <!-- document id=29d17b1bb0f8b2089f039056fcdb6d1f5a0a08e0ec0636717eeae8d348641ebf url=/admin/current/en-us/service/264-0-0/mfs_wo_line_item.md --> # Let Users Create Work Order Line Items in the Field Service Mobile App Help your team stay organized in the field by letting them create work order line items to split work orders or work order line items into sub-tasks. This feature is available in the Field Service mobile app for iOS, but not for Android. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114823e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114823e78 ">To create quick actions and add them to work order line item page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114823e78 ">Customize Application</td> </tr> </tbody> </table> 1. Create a quick action to create a work order line item. 1. From the Object Manager in Setup, select **Work Order**, and then click **Buttons, Links, and Actions**. 2. Click **New Action**. 3. Select the action type **Create a Record**. 4. Select the target object **Work Order Line Item**. 5. Select the standard label type **New Child \[Record\]**. 6. Enter a label, such as New Line Item. This automatically generates the API name. 7. Add a description, such as Create a work order line item. 8. Select whether or not to create a Chatter feed post when the action is used. 9. Optionally, enter a success message that will show when the user creates a line item. 10. Save your changes. 2. Add your quick action to the work order page layout. 1. From the Object Manager in Setup, select **Work Order**, then click **Page Layouts**. 2. Click **Work Order Page Layout**. 3. In the layout editor, select **Quick Actions**. 4. Drag your newly created action into **Quick Actions in the Salesforce Classic Publisher**. 5. Save your changes. When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line items. Users can tap the icon to create a new work order line item. When this action is added to the layout, iOS users see a + icon in the Work Order Line Item card on work orders and work order line items. Users can tap the icon to create a new work order line item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a record type other than Master is set to the default, you must use that same record type when creating a quick action for the page layout. <!-- document id=c6a562a151a5cf0d7a5f6af0da11a0c6f3ca2485cfd78589b7b79faadd6c7935 url=/admin/current/en-us/service/264-0-0/live_agent_block_IPs_admin_enable_agents.md --> # Let Your Agents Block Visitors by IP Address Help your agents avoid troublesome customers by blocking chats from specified IP addresses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d20833e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20833e58 ">To chat with visitors in Chat in the Salesforce console: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20833e58 ">Chat is enabled, set up, and included in a Salesforce console app</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can enable your agents to block chat requests from specified IP addresses while they work in the console. For example, if a customer is using abusive language or sending spam messages, the agent can block that user from starting a new chat. An agent action can block chats from an individual IP address. Blocked visitors see a message indicating that chat isn’t available. If a customer attempts to request a chat from a blocked IP address, the chat is canceled. In addition, you can modify or delete blocking rules. 1. From Setup, enter Chat Configurations in the Quick Find box, then select **Chat Configurations**. 2. Click **Edit** next to the configuration that you want to modify. 3. Under **Basic Information**, select **Visitor Blocking Enabled**. 4. Click **Save**. As a Salesforce admin, you can also block individual IP addresses. Or, if your Salesforce org is receiving spam chats from a particular region, you can block entire IP ranges. See [Create an IP Blocking Rule](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_admin_create_blocking_rule.htm&release=264.0.0&type=5 "Help your agents avoid troublesome customers by blocking chats from specified IP addresses.") for more information. <!-- document id=43964c7f1a496a7dc7f8cfbe5e9b61497938dbd25a511c114d8b2ee659aa3996 url=/admin/current/en-us/service/264-0-0/messaging_life_cycle.md --> # Lifecycle of a Messaging Session Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_life_cycle__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_life_cycle__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Check mark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> A messaging session’s participants can include a messaging user—also known as the customer—and a service rep, an Agentforce agent, an Einstein bot, or a combination of them. A session’s possible starting statuses, ending statuses, and status transitions depend on several factors: - Who initiated the session (the customer or the business) - The capacity setting (status or tab-based) - The type of channel , such as SMS or Enhanced Chat - Account configuration, which is required to make some of the scenarios work ## Customer-Initiated Tab-Based Capacity Review possible status transitions for messaging sessions that customers initiate in Enhanced Messaging and Enhanced Chat channels with tab-based capacity. ![A map showing how a messaging session transitions through different statuses in Customer-Initiated Tab-Based Capacity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/customer_tab.png) ## Customer-Initiated Status-Based Capacity Review possible status transitions for messaging sessions that customers initiate in Enhanced Messaging and Enhanced Chat channels with status-based capacity. ![A map showing how a messaging session transitions through different statuses in Customer-Initiated Status-Based Capacity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/customer_status.png) ## Business-Initiated Tab-Based Capacity Review possible status transitions for messaging sessions initiated by your business (service reps, bots, or agents) in Enhanced Messaging and Enhanced In-App Chat channels with tab-based capacity. Reps can’t initiate sessions in Enhanced Web Chat channels. ![A map showing how a messaging session transitions through different statuses in Business-Initiated Tab-Based Capacity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/business_tab.png) ## Business-Initiated Status-Based Capacity Review possible status transitions for messaging sessions initiated by your business (service reps, bots, or agents) in Enhanced Messaging and Enhanced In-App Chat channels with status-based capacity. Reps can’t initiate sessions in Enhanced Web Chat channels. ![A map showing how a messaging session transitions through different statuses in Business-Initiated Status-Based Capacity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/business_tab.png) ## Messaging Session Statuses New The messaging session was created. This status occurs when a service rep sends an opening message. Waiting An inbound messaging session is being routed or transferred, or a service rep initiated a messaging session and awaits the customer’s response. These actions can cause a session’s status to change to Waiting. - A customer creates a messaging session by sending a message. - A service rep transfers an active messaging session. - A service rep creates a messaging session by sending a message. - A service rep goes offline during an active messaging session (applies only for tab-based capacity models). - After a messaging session is marked inactive, the customer resumes the conversation by sending a message. Active The messaging session is in progress. This status occurs when a service rep or bot accepts an inbound messaging session, or a customer responds in a business-initiated messaging session. Consent (Enhanced Messaging and Enhanced Chat channels only) The messaging user sends only consent keywords (opt-in, double opt-in, or help keywords) in the messaging session. For example, the messaging user has responded Start to agree to receive messages about new products, but hasn’t sent a unique inquiry that requires the attention of a bot or service rep. The Consent status value helps you design routing flows that exclude consent-related messaging sessions from routing. Inactive (Enhanced Messaging and Enhanced Chat channels only) A previously active messaging user received a message, but stopped responding before their issue was resolved. Service reps can mark a session inactive by selecting Mark Inactive next to the End Chat option. If a tab-based capacity model is used, reps can also close the session tab and select No Customer Response. You can automatically mark sessions inactive if the customer doesn’t respond within a specified time period. Marking a session inactive frees up the service rep’s capacity, and also serves as a way to put the messaging user on hold. With tab-based capacity, if the messaging user sends a message after a session is marked inactive, the session status updates to Waiting and the session is rerouted to the next available rep. With status-based capacity, the same rep continues helping the customer. Inactive sessions switch to the Ended status after approximately 30 hours. Error (Enhanced Messaging and Enhanced Chat channels only) Salesforce fails to create or update a messaging session or a messaging user record. Misconfigured triggers or field requirements on the Messaging Session or Messaging User objects can cause errors. Salesforce tracks these failed messaging sessions and their error reasons in the Error Reason field on the Messaging Session object. If the same issue caused the messaging user’s previous messaging session to end in an error, Salesforce updates the previous session’s Last Modified Date field instead of logging a new failed session. Ended The messaging user is no longer communicating with a service rep. Possible reasons for this status include: - The messaging user opted out of receiving messages in the channel. - The service rep closed the messaging session tab and ended the session. - A flow sent an automated message in a new session, and the flow action isn’t configured to keep the session open for 48 hours. - The session was inactive for more than 30 hours. - A service rep initiated the messaging session, and the customer didn’t respond within 24 hours for a standard channel or 48 hours for an enhanced channel. It’s up to you to define when a session ends. For example, let your support team know when it’s appropriate to inactivate a session rather than ending it. A service rep can begin a new messaging session with a messaging user only after the user’s previous session has ended with a status of Ended or Error. Messaging sessions with a status of Ended or Error can be deleted. Sessions can’t be mass-deleted, but you can delete individual sessions on the session record page. - **[Ending or Inactivating Messaging Sessions Automatically](https://help.salesforce.com/s/articleView?id=service.messaging_auto_end.htm&release=264.0.0&type=5)** In certain circumstances, a messaging session’s status can automatically change to Inactive or Ended. Learn when and how these automatic updates occur. - **[Automated Session Expiry and Inactivity Handling for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_auto_session_expiry_enhanced.htm&release=264.0.0&type=5)** Inactivity in Enhanced Chat is handled differently depending on certain timeout settings and whether a service representative, bot, or Agentforce Service agent is involved in the conversation. #### See Also - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") - [End a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&release=264.0.0&type=5 "When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view.") - [Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5 "With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).") - [Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.") <!-- document id=ac5e3d5bd12bd5881d7923c4c93a624670242c9373d2ed11980182637daf48a1 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_article_editor.md --> # Lightning Article Editor Author knowledge articles easily and more effectively with the new Lightning Article Editor. Give your knowledge authors and managers a more user-friendly and powerful authoring experience, so they can create and maintain high-quality articles to better serve your customers’ needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use the Lightning Article Editor, you must enable the Lightning Article Editor release update. See [Manage Release Updates](https://help.salesforce.com/s/articleView?id=xcloud.release_updates_manage.htm&type=5&language=en_US) for instructions about selecting and enabling a release update. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Besides the Lightning Article Editor, the release update includes the Article Personalization for Knowledge feature. For information about the Article Personalization, see [Knowledge Article Personalization](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5 "Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity."). After you enable the release update, the new Lightning Article Editor replaces the previous version of the Knowledge editor. The Lightning Article Editor is backward-compatible, meaning that all articles you authored in the old editor look the same in the new editor. Users can select an existing article (1) and click **Edit**, or they can click **New** (2) to work in the Lightning Article Editor. ![A screenshot shoiwng how to open the new lightning article editor.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_lightning_editor1.png) Some key features of the new Lightning article editor include a full-screen mode (1), advanced table editing support (2), an accessibility checker (3), and seamless copy/pasting from external sources. ![A screenshot of the lightning article editor highlighting key features and functions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_lightning_editor_features.png) ## Features Comparison The tables that follow list the capabilities available in the previous Knowledge Article Editor and the Lightning Knowledge Article Editor. Text Formatting Capabilities Comparison | Capability | Available in the Lightning Editor | Available in the Previous Editor | | --- | --- | --- | | Edit Font (size, family, color) | Yes | Yes | | Text Alignment (left, right, center) | Yes | Yes | | Text Direction (left-to-right and right-to-left) | Yes | Yes | | Text Highlighting | Yes | Yes | | List Creation (bulleted and numbered) | Yes | Yes | | Hyperlinks to external URLs | Yes | Yes | | Line Height (setting the vertical distance between two lines of type) | Yes | No | | Clear Formatting | Yes | Yes | | Intra-article Anchoring | Yes | Yes | | Seamless Copy and Paste from External Sources | Yes | No | Table Editing Capabilities Comparison | Capability | Available in the Lightning Editor | Available in the Previous Editor | | --- | --- | --- | | Insert Tables | Yes | Yes | | Add and Remove Table Rows and Columns | Yes | No | | Resize Table Cells | Yes | No | | Merge Table Cells | Yes | No | | Format Table Border | Yes | No | | Format Table Background | Yes | No | Media Support Capabilities Comparison | Capability | Available in the Lightning Editor | Available in the Previous Editor | | --- | --- | --- | | Upload Images | Yes | Yes | | Alternative Text (Alt Text) for Images | Yes | No | Productivity Enhancement Capabilities Comparison | Capability | Available in the Lightning Editor | Available in the Previous Editor | | --- | --- | --- | | HTML Editing | Yes | Yes | | Code Snippet Support | Yes | Yes | | Resizable Editor | Yes | No | | Full-Screen Editing Mode | Yes | No | | Text Search & Replace | Yes | No | | Word Counter | Yes | No | | Accessibility Checker | Yes | No | | Smart Links | Yes | Yes | #### See Also - [Considerations and Limitations for the Lightning Editor](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_editor_limitations.htm&release=264.0.0&type=5 "Before enabling the Lightning Editor, review the related considerations and limitations. They apply to the Knowledge article editor and the docked and case feed email composers in Email-to-Case.") - [Considerations and Limitations for Article Personalization for Knowledge and Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization_limitations.htm&release=264.0.0&type=5 "When you enable Article Personalization for Knowledge, the capabilities and benefits of Dynamic Forms are made available to your Knowledge record pages.") - [Article Personalization for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_personalization.htm&release=264.0.0&type=5 "Use Article Personalization for Knowledge to tailor knowledge content to your business needs and unlock support rep productivity.") - [Configure Knowledge Record Pages with Dynamic Forms](https://help.salesforce.com/s/articleView?id=service.knowledge_configure_dynamic_forms.htm&release=264.0.0&type=5 "Use the Article Personalization for Knowledge release update to upgrade your knowledge record pages with Dynamic Forms. With Dynamic Forms, you can migrate the fields and sections from your Knowledge record page layout as individual components into the Lightning App Builder. Then you can apply visibility rules to those fields and sections, so that your users see only the fields and sections that are relevant to them.") - [Manage Release Updates](https://help.salesforce.com/s/articleView?id=xcloud.release_updates_manage.htm&type=5&language=en_US) <!-- document id=44a54aa7b02abe870d37757ac3315b879b4c0939f596dc549b69363586c8cb56 url=/admin/current/en-us/service/264-0-0/console2_technical_requirements.md --> # Lightning Console Technical Requirements Review these recommended technical requirements to get the best performance out of your console implementation. Lightning console technical requirements are mostly the same as the general Lightning technical requirements. Lightning console implementations are especially affected by available RAM and virtual desktop infrastructure. The amount of RAM available has a significant impact on browser tab longevity. Having enough RAM available also helps prevent crashes. Insufficient RAM can also negatively impact page load times with older browsers. For the fastest and most stable experience, we recommend: - An Octane 2.0 score of 30,000 or greater - Network latency of 150 ms or less - Download speed of 3 Mbps or greater - At least 8 GB of RAM, with 3 GB available for Salesforce browser tabs Minimum requirements are: - An Octane 2.0 score of 20,000 or greater - Network latency of 200 ms or less - Download speed of 1 Mbps or greater - At least 5 GB of RAM, with 2 GB available for Salesforce browser tabs Based on our lab tests, the minimum requirements result in 50% slower page load times and login load times versus the recommended specifications. Users that use over 1,000 records a day are more likely to have their browser tab crash when using the minimum requirements due to memory limits. You can find your Octane 2.0 score, latency, and download speed by running the Salesforce Performance test. To run the test, append `speedtest.jsp` to your org’s domain. ``` https://MyDomainName.lightning.force.com/speedtest.jsp ``` We recommend running this test on the same hardware, network, physical location, and browser as your users. For virtual environments, such as VDI, run all tests from within that virtual environment. Octane 2.0 is a benchmark developed by Google that measures JavaScript performance. A higher Octane 2.0 score correlates to faster page load times. Octane 2.0 factors in your computer hardware and browser choice. - Using newer-generation hardware with faster CPUs generates higher Octane 2.0 scores. - Using the latest version of Salesforce-supported browsers generates higher Octane 2.0 scores. - IE11 results in low Octane 2.0 scores and much slower page load speeds. #### See Also - [Octane Frequently Asked Questions](https://developers.google.com/octane/faq) - [_Lightning Components Developer Guide_: Enable Debug Mode for Lightning Components](https://developer.salesforce.com/docs/atlas.en-us.lightning.meta/lightning/aura_debug_mode.htm) <!-- document id=fa1bcb92ca19362165e3055c9651f79eeca386de1e3dd37561778d4925a318bb url=/admin/current/en-us/service/264-0-0/console_lex_limitations.md --> # Lightning Experience Console Limitations Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps. You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate your Salesforce Classic console app in Lightning Experience, but using the Salesforce out-of-the-box app is faster and easier. Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). Internet Explorer 11 You can access Lightning console apps in IE11, but expect [significant performance issues](https://help.salesforce.com/apex/HTViewSolution?urlname=Internet-Explorer-Performance-Characteristics-for-Lightning-Experience&language=en_US). We recommend using a different browser. Keep in mind that support for IE11 ends on December 16, 2017, unless you opt in to extend support. If you opt in to [Extended Support for IE11](https://help.salesforce.com/articleView?id=000233325&type=1&language=en_US), you can continue to use IE11 to access Lightning Experience until December 31, 2020. Lightning Console JavaScript API This API provides methods for Lightning console apps similar to methods provided by the Salesforce Console Integration Toolkit. Not all the methods available in the Salesforce Console Integration Toolkit are available in the Lightning Console JavaScript API. This [table](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_classic_bridge_methods.htm) lists the Salesforce Console Integration Toolkit methods that you can use in Lightning Console JavaScript API starting with API version 42.0. Visualforce Visualforce is available in Lightning console apps as beta, which means it’s a high-quality feature with known limitations. Lightning console apps’ Visualforce support includes: - Lightning pages containing Visualforce Lightning components - Visualforce mass actions - Custom tabs that display a Visualforce page - Opening Visualforce pages as new workspace tabs or subtabs using the openTab() and openSubtab() JS APIs - Visualforce overrides for new, edit, view, tab, list, and clone actions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Overrides aren’t supported on the Case object when using the default service console app. To use overrides on cases, create a custom console app. - Visualforce components in the utility bar Lightning console apps don’t currently support: - Visualforce overrides for delete and custom actions - Visualforce buttons and links Person Accounts Person accounts don’t have the same three-column layout as business accounts. Use the Lightning App Builder to create the desired layout, and then assign it to appropriate console app and the person account record type. Person account records that display in a contact’s Related Record components are read-only. Salesforce Knowledge Some Knowledge component actions don’t work in Lightning console apps, including attaching PDF files, adding article contents to case emails, and adding article Experience Cloud site URLs. The Knowledge footer is not supported in Lightning Experience. Chatter If you click an internal link from a Chatter post in Lightning Console, the link doesn't open in the same browser tab. Instead, the link opens in a new console tab in an entirely new browser tab. The workaround is to install [Lightning Extension for Chrome](https://sfdc.co/LinkGrabber) and turn on the Link Grabber feature. Then the Salesforce link opens in a new tab in the current console. The Lightning Extension is available only for Chrome. #### See Also - [Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5 "Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.") - [What Features Are Available in Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_feature_parity.htm&release=264.0.0&type=5 "Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps.") - [openTab() for Lightning Experience](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_opentab.htm) - [openSubtab() for Lightning Experience](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_openSubtab.htm) <!-- document id=c7750403cd4bff38b3f82a8608d9300655759c087ada2eee74d982e85caa9860 url=/admin/current/en-us/service/264-0-0/it_srvcs_lightning_knwldg_parent.md --> # Lightning Knowledge for IT Services Lightning Knowledge for Agentforce IT Service allows IT support reps to create, publish, and search articles for incident, problem, and change records. Set up lightning knowledge to help resolve incidents, document known errors, and plan changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_knowledge_mgmt.htm&release=264.0.0&type=5)** Set up Lightning Knowledge for your IT service desk, and configure custom fields, record types, page layouts, and known error articles to fit IT service management processes. - **[Work with Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_work_with_knowledge.htm&release=264.0.0&type=5)** Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery. <!-- document id=bf9d4a6e1d6f97b51d786b7e16b2d45f20fa4efa3f46a7a4349d8fc29adcc160 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_home_create.md --> # Lightning Knowledge Home and Record Pages Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Create and customize the Lightning Knowledge home page to access Knowledge in Lightning Experience. If you turned on Lightning Knowledge in Spring '17 or later, the Lightning Knowledge home page is created for you. ## Knowledge Home Lightning Knowledge home uses the same list views that you enjoy elsewhere in Salesforce. By default, you have list views for drafts, published articles, and archived articles. Don’t forget to customize your list views to select which fields you want to display and sort with. For custom list views, you can’t choose fields that aren’t on the article record. So data categories, ratings, view count, and cases aren’t available fields for your list views. By default, list views in Lightning Experience show all available languages. When Lightning Knowledge is enabled, list views in the Article Management tab in Salesforce Classic show articles in the user's language by default, or the primary language for Knowledge if the user’s language isn’t available. ## Article Record Pages Use the Lightning App Builder to configure the default record page to match your users' workflow. Your Lightning page consists of article page layouts and the components you choose for your users. In addition to standard components, you can use components built by partners and developers from AppExchange. You can even build your own components. With Lightning pages, you can move the ratings, versions, data category, and translation components to the areas of the page that work best for your users. You can add these components to your record pages. - Article Data Categories—Users with permission to manage data categories can change an article’s categories. - Article Thumb Vote (Ratings)—Collect feedback with thumbs-up and thumbs-down ratings. Automatically enabled. - Article Version Comparison—Compare two versions of an article to [see the differences](https://help.salesforce.com/s/articleView?id=service.knowledge_compare_versions.htm&release=264.0.0&type=5 "View what's changed between two versions of an article. Content that is added, deleted, or changed is highlighted side by side in the Article Version Comparison component."). - Article Versions—Select Track Field History and Set History Tracking in the Object Manager. These options make the article version history and field changes available for Knowledge users to view in the Article Versions component. - Files—Add the Files related list in your record type page layout. - Translation Primary Article—Show the primary article and translation in the same page layout to assist translators. You can set visibility conditions so only translators and knowledge base managers see the [side-by-side view](https://help.salesforce.com/s/articleView?id=service.knowledge_primary_translation_comparison_view.htm&release=264.0.0&type=5 "Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article."). - Translation Switcher—Give translators and administrators an easy way to switch between draft and published versions of an article in all languages. #### See Also - [How Page Layout Elements Display in Lightning Experience](https://help.salesforce.com/s/articleView?id=platform.layouts_in_lex.htm&type=5&language=en_US) - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") - [Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5 "Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.") - [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5 "Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.") - [Salesforce Knowledge Article Versions](https://help.salesforce.com/s/articleView?id=service.knowledge_article_versions.htm&release=264.0.0&type=5 "Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier.") - [List View Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_list_views.htm&release=264.0.0&type=5 "Lightning Knowledge uses the same list views as other objects in Salesforce. Learn how an article's publication status and some user permissions affect list views for Knowledge.") <!-- document id=5f584fbff21393dd20f979cc0cf46834be781e745bf107aca8c3a12b59df8045 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_limitations.md --> # Lightning Knowledge Limitations Welcome to your handy guide to the way things work—or don’t—in Lightning Knowledge. Keep these considerations in mind whether you’re starting fresh or making the switch to Lightning Knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. Knowledge in Lightning Experience works differently than Knowledge in Salesforce Classic. Enabling Lightning Knowledge changes your Salesforce org’s data model to use record types rather than article types. After you enable Lightning Knowledge, you can’t disable it. To move from Classic Knowledge to Lightning Knowledge, use the Lightning Knowledge Migration Tool. Before running the migration tool in your production org, test the migration in a recently refreshed full-copy sandbox. Verify all customizations and integrations to Knowledge. A carefully prepared migration plan minimizes the impact on production during migration. ## Important Considerations for Enabling Lightning Knowledge - To move your knowledge base from Classic Knowledge into Lightning Knowledge, use the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types."). Keep in mind that the migration process requires manual steps and verification. It’s possible that some of your data doesn't migrate over. To enable the migration tool in sandbox or production, contact Salesforce support. - Permissions and user access work differently in Lightning Knowledge. See [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles."). When Lightning Knowledge is enabled, user profile permissions replace [article actions with public groups](https://help.salesforce.com/articleView?id=knowledge_article_actions.htm&language=en_US). For Knowledge in Salesforce Classic, you can assign independent object permissions for each article type. In Lightning Knowledge, article types are consolidated in the Knowledge object. You can use sharing for Lightning Knowledge to assign independent permissions based on the record type to user profiles. - To delete archived articles in a Lightning Knowledge–enabled org, you must have the Modify All Records permission. - After you enable Lightning Knowledge, the Article Type field is no longer accessible via SOQL or the API, which affects custom code that queries for the ArticleType. - Delete any installed packages that contain article types before enabling Lightning Knowledge. - Lightning Knowledge doesn't support federated search. Switch to Salesforce Classic. - Lookup searches in Classic find Knowledge records (articles) of any Publish status: Draft, Published, or Archive. But in Lightning, Lookup searches find only published Knowledge records. - If your org currently has a Visualforce tab named Knowledge, you get an Insufficient Privileges error when trying to access the Knowledge tab in Lightning Knowledge. To avoid this error, rename or delete your existing Visualforce tab or rename your Knowledge object. - Files in custom File fields in Salesforce Classic aren’t supported in Lightning Experience. Instead, use the Files related list in Lightning Experience. Use the Lightning Knowledge Migration Tool to move Files from File fields to the Files object and related lists in Lightning Experience. - URL formats for articles differ between Classic and Lightning Knowledge. In Lightning Knowledge, the URL contains the Knowledge Article Version ID and other parameters. In Classic Knowledge, the URL contains the Knowledge Article ID. - You can’t use the Public Knowledge Base package (PKB) in Lightning Knowledge. You can share Lightning Knowledge articles in [Experience Cloud](https://help.salesforce.com/articleView?id=networks_resources.htm&language=en_US) and Salesforce Sites. Use Help Center to share articles with unauthenticated users. - You can have up to 100 links to different Salesforce Knowledge articles in one rich text field. ## General Usage Limitations for Lightning Knowledge - Some authoring actions work differently or aren’t available in Lightning Knowledge. - You can’t remove a published article while editing it. Instead, the article remains published while you edit the new version as a draft. You can archive the article to remove it, then restore and edit a draft. - Archiving can’t be scheduled for a future date. You can create a Flow to periodically archive articles based on a date field. - Articles don't contain a notification when you schedule publication for a future date. You also can’t see a list of articles that are scheduled for publication in Lightning Knowledge, and you can't cancel a scheduled publication. - The Printable View action isn't available in Lightning Knowledge. - For articles with more than 30 versions, the versions above 30 show in Salesforce Classic but not in Lightning Experience. - Data categories don't show in Knowledge list views in Lightning Experience or Salesforce Classic. As a workaround, you can create reports that filter articles by data category. - You can see vote information in the ratings component only if there’s a published version of the article. So you can’t see votes for archived articles because no published version exists. - When articles are exported for translation, the files attached to them aren’t exported. Files are also not imported as attached Files when Articles translations are reimported after translation is complete. - The Tab and Table of Contents article views aren't supported. - Hovering on the status of a translation doesn't show related information such as the date submitted. - You can't unlock article records that are in an approval process. - You can't use macros with Knowledge articles. - Before December 2017, when knowledge articles were authored with images in Lightning Experience, only the author could view the images. Other users with Read permission enabled for Knowledge articles didn’t see the images. As of December 2017, the issue was remedied. Photos uploaded from December 2017 forward are visible to all users with Read permission enabled. Photos uploaded before December 2017 must be uploaded again. - Star ratings aren’t supported in Lightning Knowledge. Currently, only thumbs up and thumbs down ratings are supported in Lightning Experience. Star ratings in existing Salesforce Classic orgs are automatically converted to thumbs up ratings in Lightning Experience. Ratings of 3, 4, and 5 stars become a thumbs up, and 1 or 2 star ratings become thumbs down. - You can't remove a published translation while editing it. Instead, the translation remains published while you edit the new version as a draft. ## Limitations for Lightning Knowledge with Cases - The option to create an article when closing a case is available only in Salesforce Classic. In Lightning Experience, you can create an article from the Knowledge component. You can also [create a quick action](https://trailhead.salesforce.com/en/content/learn/modules/salesforce1_mobile_app/salesforce1_mobile_app_actions_objectspecific) that makes a draft and maps fields from the case into the new article. Then, you add the quick action to the case layout. - Articles created from the Knowledge component don't link to the case automatically. - When a case's subject changes, the update must be saved before the suggested article list in the Knowledge component refreshes. - The case feed in Lightning Experience doesnt support Knowledge actions. As a workaround, use the actions from the related list of articles or from the suggested articles list in the Knowledge component. Actions don't show if the related list is in a narrow column, but you can click View All. - The action that attaches a PDF of an article to a case email isn’t available in the Knowledge component in Lightning Experience. ## Console Limitations for Lightning Knowledge - The Knowledge footer isn’t in the Lightning Service Console. Instead, add the Knowledge component to any object's record home page. You can also create a global action or an object-specific quick action to create a knowledge article from any object. However, suggested articles and related actions are available only with cases. - You can't pop out the Knowledge component and drag it to a new screen. ## Limitations in Salesforce Classic After Enabling Lightning Knowledge These items aren’t available in Salesforce Classic after enabling Lightning Knowledge. - Knowledge list views are available only in Lightning Experience. - Search for article types isn’t available in Lightning Experience or Salesforce Classic because record types replace article types. - Setting a default record type for new articles. The default setting works in Lightning Knowledge. In Salesforce Classic, users can change the record type manually. - Filtering a search by Knowledge record types is available only in Lightning Experience. - Filtering a search by Archived Articles is available only in Lightning Experience (except through Article Management, which is available in Salesforce Classic only). - Files in the Files related list in Lightning Experience aren’t displayed in Salesforce Classic. - The following items aren’t available on the Knowledge article record page in Salesforce Classic: - Page layout selections for actions and related lists - Two-column page layouts - Some actions, such as Change Record Type - Picklist values assigned to only one record type in Knowledge objects aren’t visible on records in Salesforce Classic. ## Limitations for Using Lightning Knowledge with Other Salesforce Products - Knowledge articles can’t be inserted into macros. - If you use Salesforce for Android or iOS, recent articles aren’t displayed on object home. - Because Title and URL Name fields are required, you can't remove them from a page layout. Experience Cloud sites use page layouts to display Lightning Knowledge articles, so you can’t remove required fields from Experience Cloud sites. <!-- document id=4f2983308c9d4fadd5a6e8b954c8142978d37bea66ee73cd142b19bf5dd20625 url=/admin/current/en-us/service/264-0-0/knowledge_migration_tool.md --> # Lightning Knowledge Migration Tool Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When you're ready to enable the Lightning Knowledge Migration Tool in your production org, log a request with Salesforce Support. Allow 1–2 weeks advance notice from your target migration date. Before we can enable the tool in production, our support team will ask a series of questions about your migration plan and the results of your sandbox test. Are you ready to migrate your knowledge base from Classic to Lightning Knowledge? Great! After some pre-planning on your part, the Lightning Knowledge Migration Tool does most of the heavy lifting for you. When you’re done, all the content in your Classic knowledge base exists in Lightning Knowledge. Service reps can enjoy a more flexible and consistent UI experience. Also, you can adopt features and future enhancements that won’t be available in Classic. In Lightning Knowledge, your articles are unified in a single knowledge object which enables you to better leverage the power of the Salesforce platform. Lightning Knowledge uses standard record types to distinguish different types of articles. Switching to Lightning Knowledge is a multiphase process, with each step building on the success of the previous ones. ![Five steps of migration: Learn, Plan, Migrate in Sandbox, Migrate in Production, Launch](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migrate_steps.png) 1. Learn about the Lightning Knowledge Migration Tool. Read through all the Lightning Knowledge Migration Tool articles to the post-migration checklist. 2. Plan your migration. Complete the [pre-migration checklist](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_plan.htm&release=264.0.0&type=5 "If you helped build your Classic knowledge base, you know that planning is critical. In fact, planning is the most important part of migrating to Lightning Knowledge."). 3. Migrate from Classic to Lightning Knowledge in your sandbox org. Testing your migration in sandbox is required. 1. Set up and run the data migration. 2. Switch from Classic to Lightning Knowledge. 3. Validate the migration results, and accept the results. Validation is required only for orgs with multiple article types. 4. Complete the post-migration checklist. 4. Migrate from Classic to Lightning Knowledge in your production org. 1. To enable the Lightning Knowledge Migration Tool in your production org, log a request with Salesforce Support. Allow 1–2 weeks advance notice from your target migration date. Before we can enable the tool in production, our support team will ask a series of questions about your migration plan and the results of your sandbox test. 2. Set up and run the data migration. 3. Switch from Classic to Lightning Knowledge. 4. Validate the migration results, and accept the results. Validation is required only for orgs with multiple article types. 5. Complete the [post-migration checklist](https://help.salesforce.com/s/articleView?id=service.knowledge_post-migration_checklist.htm&release=264.0.0&type=5 "After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base."). 5. Launch Lightning Knowledge, and train your support reps, authors, and staff. - **[Lightning Knowledge Migration Tool Features and Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_learn.htm&release=264.0.0&type=5)** Before planning and performing the migration with the Lightning Knowledge Migration Tool, learn about the differences between Classic Knowledge and Lightning Knowledge. Understand the limits of the migration tool and Classic features that either aren’t supported or work differently in Lightning Knowledge. - **[Plan and Sandbox Test Your Migration](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_plan.htm&release=264.0.0&type=5)** If you helped build your Classic knowledge base, you know that planning is critical. In fact, planning is the most important part of migrating to Lightning Knowledge. - **[Migrate Multiple Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_MAT.htm&release=264.0.0&type=5)** You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool with multiple article type orgs. - **[Migrate a Single Article Type](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_SAT.htm&release=264.0.0&type=5)** You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool in orgs with a single article type. - **[Lightning Knowledge Post-Migration Checklist](https://help.salesforce.com/s/articleView?id=service.knowledge_post-migration_checklist.htm&release=264.0.0&type=5)** After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base. <!-- document id=105e70b4d4ee8447ff67954635e57dcb051a45a9df659d23c97eb38e9bf235b7 url=/admin/current/en-us/service/264-0-0/knowledge_migration_tool_learn.md --> # Lightning Knowledge Migration Tool Features and Considerations Before planning and performing the migration with the Lightning Knowledge Migration Tool, learn about the differences between Classic Knowledge and Lightning Knowledge. Understand the limits of the migration tool and Classic features that either aren’t supported or work differently in Lightning Knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The migration and undo migration process can take a few hours or days to complete. To reduce wait times, schedule a migration outside of major Salesforce release dates. Key things to note about the post-migration Lightning Knowledge data structure: - Record Types —The migration tool maps Classic Knowledge article types to record types and consolidates fields in one Lightning Knowledge object. - Files—Files from custom file fields in Classic Knowledge articles are moved to the standard Files object. After migration, view and attach files in the Files related list. - Permissions—User profiles are granted new authoring permissions in user profiles or permission sets, and no longer use article actions with public groups. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Admins must manually assign permissions. Changing from Article Actions with Public Groups to using profile permissions or permission sets is not part of the migration tool. Let’s compare Classic Knowledge to Lightning Knowledge: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Classic Knowledge Versus Lightning Knowledge"> <caption>Classic Knowledge Versus Lightning Knowledge</caption> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e86">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e89">Classic Knowledge</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e92">Lightning Knowledge</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Access & Permissions</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 "> <ul> <li>CRUD per article type</li> <li>Page layouts</li> <li>Authoring permissions with Article Actions per Public Group</li> </ul> </td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 "> <ul> <li>Unified CRUD</li> <li>Page layouts</li> <li>Authoring permissions on user profiles or permission sets</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Approvals & Workflow</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Per article type</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 "> <ul> <li>All record types</li> <li>Per record type</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Authoring</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Custom Article Management tab</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Standard Actions (admin can control in page layout)</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Data model</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Custom article types</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Standard record types</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">File Attachment</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Custom file fields (5 max)</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 "> <ul> <li>Standard Files component</li> <li>Related list</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Object Home</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 "> <ul> <li>Article Management tabs</li> <li>Knowledge One</li> </ul> </td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Unified standard object home with list views</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Page layouts</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 "> <ul> <li>Fields only</li> <li>Per article type and user profile</li> </ul> </td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 "> <ul> <li>Fields, actions, and related lists</li> <li>Per record type and user profile</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Record Home</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Custom record home (static)</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Standard record home (configurable with page layouts and App Builder)</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Search</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Custom Knowledge search</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Standard Search: Knowledge in Global Search</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Sharing</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Article access by data category</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 ">Standard Salesforce sharing also available</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e86 ">Validation Rules</td> <td data-label="Classic Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e89 ">Per article type</td> <td data-label="Lightning Knowledge" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e92 "> <ul> <li>All record types</li> <li>Per record type</li> </ul> </td> </tr> </tbody> </table> As part of the migration plan, we recommend that Knowledge admins become familiar with all the limitations. Before performing sandbox and production migrations, assess whether these items pertain to your org’s implementation of Knowledge and prepare accordingly. The following items do not migrate from Classic into Lightning Knowledge: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Limitations in the Lightning Knowledge Migration Tool "> <caption>Limitations in the Lightning Knowledge Migration Tool </caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e334">Item</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e337">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Article Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 ">For orgs with multiple article types, article numbers change during migration. Because Article Number is a standard auto-number field, you can’t retain the numbers when migrating to Lightning Knowledge. </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Article Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 "> <p>The following are removed during migration: </p> <ul> <li>Articles with a Scheduled for Publish status and a past due date</li> <li>Articles with a Scheduled for Archive status and a past due date</li> </ul> <p style="margin-bottom:0;">Publish scheduled articles and archive scheduled articles before starting the migration.</p> </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Automated Article Feed Posts</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 ">Article Feed Posts that show article changes (published, edited). </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 "> <var>ContentPublication</var> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 ">Due to the <var>ContentPublication</var> limit (how many <var>ContentVersion</var> objects can be created per day), the migration tool supports only orgs with 200,000 or fewer custom files. Contact Salesforce support if your org has more than 200,000 files. </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 "><var>ContentVersion</var>, Physical Delete</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 ">Due to the nature of <var>ContentBody</var> reuse, if an org performs an UNDO, the <var>ContentVersion</var> rows must be physically deleted before migration. Because physical delete runs as a cron job during off hours, the overall UNDO process can take several days. </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Field Tracking Limits</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 "> <p>Field histories migrate when field tracking is enabled. If the total number of fields with tracking enabled across all Article Types exceeds the limit, you see an error message, and the migration doesn’t start. To make sure that the total is below the threshold, remove the tracking on some fields , and retry the migration. </p> <p style="margin-bottom:0;">The default limit for field tracking is 20 fields. If you need to raise this limit, contact your Salesforce representative.</p> </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Soft Deleted Records</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 "> Soft-deleted records are not migrated from Classic. </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Undeployed Article Types</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 ">Undeployed article types are removed during migration. Deploy article types you need and delete those you don't.</td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">URL Redirect</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 "> <p>After migration, article URLs in these two standard formats redirect to the appropriate article in Lightning Knowledge. </p> <ul> <li><code>https://<var>mySalesforceDomain</var>/<var>knowledgeArticleId</var></code> <p>For example, <code>https://cunning-bear.com/kA0RM0000004gTt</code></p> </li> <li><code>https://<var>mySalesforceDomain</var>/articles/<var>xx__XX</var>/<var>articleTypeName</var>/<var>URLname</var></code> <p>For example, <code>https://cunning-bear.com/articles/en_US/FAQ/how-to-create-accounts</code></p> </li> </ul> <p style="margin-bottom:0;">After migration, Smart Links automatically redirect to the correct environment. The URL redirect behavior varies based on the environment. For information about URL redirects, see <a href="https://help.salesforce.com/s/articleView?id=service.knowledge_smart_link_targets.htm&release=264.0.0&type=5" title="You can specify how smart links open using the different types of target options. Understand the behavior of each option and how smart links created in Salesforce Classic behave in Lightning Experience.">Target Behavior for Smart Links</a>.</p> </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e334 ">Workflow and Approval Processes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e337 "> Approval process history doesn’t migrate to Lightning Knowledge. </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Metadata That Does Not Migrate from Classic into Lightning Knowledge"> <caption>Metadata That Does Not Migrate from Classic into Lightning Knowledge</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e518">Metadata Types</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94731e521">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Metadata Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e518 ">Article Type Metadata</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e521 "> <ul> <li>CRUD</li> <li>Validation rules</li> <li>Communications channel mappings</li> <li>Field sets</li> <li>Compact layouts</li> <li>Audit trails</li> </ul> </td> </tr> <tr class=""> <td data-label="Metadata Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e518 ">Feed Tracking</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e521 ">Feed Tracking does not migrate to Lightning unless an old article type with feed tracking is enabled.</td> </tr> <tr class=""> <td data-label="Metadata Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e518 ">Field Metadata</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e521 "> <ul> <li>Formula fields</li> <li>Required field flags in the field definition</li> <li>Field-level security</li> </ul> </td> </tr> <tr class=""> <td data-label="Metadata Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e518 ">Fields Sets</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d94731e521 ">Code that uses field sets</td> </tr> </tbody> </table> Customizations based on article types don’t work after migration. In orgs with multiple article types, you must update customizations to use the new knowledge object. Consider these customizations: - SOQL that queries the concrete entity name - Visualforce pages that refer to old article types - Code that uses field sets - Apex code that refers to old article types - Custom code using API calls referencing article types - Customer application logic, such as current API code - Some AppExchange packages - Validation rules - CRUD (per Article Type) - Applications that use metadata APIs on field sets, compact layouts, and so forth - Reports that point to old article types ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The Lightning Knowledge Migration Tool helps you migrate to Lightning Knowledge, but it doesn’t guarantee that all your data migrates. For instance, corrupt data isn’t migrated, and you might not be aware of which data has minor corruptions. It’s important to verify the migrated data and assess the results during sandbox testing and production migration. Use the migration results report to identify which articles or files didn’t migrate, and assess whether the unmigrated data is blocking the migration. - Although your sandbox org might contain corrupt data, your production org data might not be corrupt, or might have different corrupt data. - If a record doesn’t load properly in either the Salesforce Classic or Lightning Knowledge interface, it can be due to data corruption. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note - You can’t compare the article count from the migration summary page with SOQL results using `COUNT()`. Because of limitations with Workbench, SOQL queries using `COUNT()` don't return the same list of articles, article versions, version histories, and vote and view statistics. - In orgs with multiple article types, the size of your knowledge base temporarily doubles during migration. Your File and Data storage limits are temporarily doubled when migration starts, and reset when you cancel or accept the migration results. During this period, both the Classic and Lightning Knowledge versions of each article are present in your org. Now that you’ve learned about the Lightning Knowledge Migration Tool, it’s time to [plan and sandbox test your migration](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_plan.htm&release=264.0.0&type=5 "If you helped build your Classic knowledge base, you know that planning is critical. In fact, planning is the most important part of migrating to Lightning Knowledge."). #### See Also - [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&release=264.0.0&type=5 "Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model.") <!-- document id=5fcbb319037f365485a46f7681418ca0fa7e5c2d556ed5f1a497abbc032769a8 url=/admin/current/en-us/service/264-0-0/knowledge_post-migration_checklist.md --> # Lightning Knowledge Post-Migration Checklist After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Single Article Type Orgs In the Object Manager, do the following. - Check the label of the new Knowledge object. If necessary, change it to Knowledge. If you have no customizations, Experience Cloud sites, Salesforce Sites, or Apex code referencing the new object, consider changing the API name, too. Otherwise, change only the label. - Validate the new record type. - Validate files migration in the Files related list. ## For All Orgs For page layouts (per record type), inspect each of these elements. - Add the fields to page layouts that were hard-coded to the pages in Salesforce Classic. - Check how page layouts are associated to record types and user profiles. - Add related cases if your support reps attach articles to cases. Add files if your org uses File Attachment to articles. Add work orders and work order line items if you use Field Service. Use Approval History if your org uses Approval Processes or Submit for Approval actions. - Add actions to the page layouts as needed. Actions show on the page if they are in the page layout and if the user has access to them. In Salesforce Classic, the compact layout is used only for the Salesforce mobile app. In Lightning Experience, a compact layout determines what shows at the top of the record home page. Compact layouts can be configured differently per record type. The recommended fields for compact layouts are: - Title - Publishing Status - Validation Status (if used in your org) - Record Type - Language (for multilingual knowledge bases) - Last Modified Date Review and set up permissions in Lightning. Create, Read, Edit, and Delete (CRUD) permissions apply to the single Knowledge object and not individual record types. Permissions per article type no longer works in Lightning Experience. To set access to Lightning Knowledge, consider each of these elements: - Manage CRUD permissions with user profiles and permission sets. - Manage authoring permissions per user profile or permission sets per user (for actions like edit as draft or publish, for example). - Adjust permission for individual files in the Files object. - (Optional) Set up which record types each user has permission to use when creating articles. - (Optional) Set up validation rules to prevent certain users or user profiles from modifying articles of certain record types. Such restrictions don’t allow users to save their changes if the validation conditions aren’t met. - Set up approval processes that check the record type and user and either route or reject according to your business rules. ## For Multiple Article Type Orgs - Review each setup option for Knowledge in the Object Manager. Verify that the fields, record types, triggers, and other setup options are correct. - Communication Channel Mapping—Configure communication channel mappings for the Knowledge object to set which fields are inserted into case emails per record type. - Dependent Picklists—Picklist options migrate, but the mappings between them don’t. Reset dependencies after migration. - Add field-level security, and define which users can access fields, as needed. - Formula Fields—Redefine formulas as needed after article types are consolidated into one object. - Validation Rules—Update validation rules now that article types have been consolidated into one object. Copy the settings you tested in your sandbox org. - Workflow and Approval Processes—All article types are now consolidated into one object, requiring changes to validation rules. You might no longer need some workflows to be created separately for each article type because they are now all in a single object. However, you might need to adjust the workflow and approval process criteria to look at a record type. - Process Builder—Make sure that processes now reference the new Knowledge object. - Customizations—Inspect custom elements after the migration, and ensure that they moved to the new Knowledge object. After you’ve reviewed and accepted the migration results and completed this checklist, it’s time to train your team and roll out Lightning Knowledge to your customers. #### See Also - [_Knowledge Article_: Lightning Knowledge Migration Tool](https://help.salesforce.com/articleView?id=000324518&language=en_US) <!-- document id=fd9d818b4e9e33fb07c773a097c16c32f8e4696e476c3c35600133f5a666adfb url=/admin/current/en-us/service/264-0-0/knowledge_uk_prep_knowledge.md --> # Lightning Knowledge Preparation Before you set up Unified Knowledge, prepare your Salesforce Knowledge base. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Permissions and Licenses - To set up Unified Knowledge, make sure you’re assigned a System Administrator profile and the Knowledge User license is selected on your user record. - Update any necessary user profiles to have Read permissions on the rich text area custom field on the Article object, which contains synced third-party articles in Salesforce. - Determine which Experience Cloud users see the knowledge content you import and sync from third-party sources, such as users with Partner, Public (unauthenticated guests), or Customer licenses. You choose these users for each third-party source in the Audience section of the Add a Source page in Unified Knowledge Setup. ## Rich Text Area Field Create a rich text area custom field on the Article object in which to sync or import third-party articles in Salesforce. We suggest naming the field, which contains the article content, Article Content. Set the field length to 131,072 characters, which isn’t the default field length. To increase this limit, contact your Salesforce Customer Support and ask about enrolling in the pilot program for Knowledge large content storage. ## Default Field Values If you have any required article fields on the Knowledge object, set default values for them to prevent import errors from third-party knowledge sources. ## Automation - Review and turn off all automation that can prevent article creation without a field entry, such as flows, workflow rules, validation rules, Apex triggers, and Apex classes. - We recommend that you update any automation processes that affect Knowledge articles to include or exclude the Automated Process user so that Salesforce knowledge and third-party knowledge follow the same data cleanliness practices. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.") - [Third-Party Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_third.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, prepare your third-party knowledge bases. Some preparation steps can require access or configuration of your third-party knowledge systems.") <!-- document id=128a5bfdc2742f6bb3db4c88441a1903f920e55d10fd67bcd0810c34a4598d76 url=/admin/current/en-us/service/264-0-0/knowledge_setup_users_lex.md --> # Lightning Knowledge User Access Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53896e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53896e56 ">To create or edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53896e56 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53896e56 ">To assign Knowledge permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53896e56 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> User permissions control access to different tasks in Salesforce Knowledge. By default, all internal users with Read permission can read published articles. Assign permissions to support reps and authors who publish, archive, delete, and manage articles. Use permission sets or custom profiles to give service reps, authors, and other users the Knowledge access they need. For example, you can create a permission set named Article Manager that includes the permissions to create, edit, publish, and assign articles. You can then create a Knowledge Base Manager profile with permission to archive and delete articles. ## Considerations - Lightning Knowledge uses user profile permissions or permissions sets to give support reps access to authoring actions. In contrast, Knowledge in Salesforce Classic uses public groups and article actions. - To do more than read articles, support reps need the Knowledge User license. On the Users page in Setup, click **Edit** next to a user’s name, select **Knowledge User**, and save your changes. - To see categories associated with Draft articles, standard Users must have permissions for Knowledge User and Manage Article. ## Lightning Knowledge Permissions This table lists the required profile and object permissions for authoring tasks. For permissions in Salesforce Classic, see [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles."). | Lightning Knowledge Task | User Permissions | Knowledge Object Permissions | | --- | --- | --- | | Read and search published knowledge articles | Allow View Knowledge | Read | | Read and search draft knowledge articles | Allow View Knowledge, View Draft Articles | Read | | Read and search archived knowledge articles | Allow View Knowledge, View Archived Articles[1](#fntarg_1) | Read | | Attach or detach published articles to objects and search articles | Allow View Knowledge | Read on Knowledge, Read and Edit on objects to which you attach or detach the article | | Create articles | Manage Articles | Create, Read | | Edit draft articles | Manage Articles | Read, Edit | | Delete draft articles | Manage Articles | Read, Edit, Delete | | Change the record type | Manage Articles | Create, Read, Edit | | Change the article owner | Manage Articles | Read, Edit | | Be an article owner | View Draft Articles | Read, Edit | | Publish articles | Manage Articles, Publish Articles | Create, Read, Edit, Delete | | Archive articles | Manage Articles, Archive Articles | Create, Read, Edit, Delete | | Restore archived articles | Manage Articles, Archive Articles | Create, Read, Edit | | Delete archived articles | Manage Articles, Archive Articles | Modify All Records | | Assign articles | Manage Articles | Read, Edit | | Edit published articles | Manage Articles | Create, Read, Edit | | Submit articles for translation | Manage Articles, Article Translation–Submit for Translation | Create, Read, Edit | | Delete draft translations | Manage Articles | Read, Edit, Delete | | Edit translations | Manage Articles, Article Translation–Edit | Read, Edit | | Publish translations | Manage Articles, Article Translation–Publish | Create, Read, Edit, Delete | | Import articles | Manage Salesforce Knowledge, Manage Articles, Manage Knowledge Article Import/Export | Create, Read, Edit, Delete | | Import and export articles for translation | Manage Salesforce Knowledge, Manage Articles, Manage Article Import/Export | Create, Read, Edit, Delete | | Create data categories | Manage Data Categories, View Data Categories in Setup | None | #### See Also - [When Are Lightning Authoring Actions Available?](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_actions_reference.htm&release=264.0.0&type=5 "In Lightning Knowledge page layouts, actions are shown or hidden based on the article’s publication status. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") [1](#fnsrc_1) The View Archived Articles permission controls access only to articles where the latest or current version is archived. Read permission for Knowledge allows users to view past archived versions associated with articles currently in Published status. <!-- document id=6bf79abf2db6ce31a9d81ce06bb4c60d69f9e2878760478e1eb0b2e0b42684da url=/admin/current/en-us/service/264-0-0/console_lex_sales_intro.md --> # Lightning Sales Console The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Sales Cloud</td></tr></tbody></table> Here's what you get in the standard Sales Console app. ![Standard Sales Console app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_lex_sales.png) - A navigation-friendly three-column layout for the objects you rely on most—accounts, contacts, leads, and opportunities. The layout includes the record’s key details in the highlights panel (1), the familiar workspace (2), and useful related lists (3). To use your org's default Lightning page instead, use the Lightning App Builder to assign the preferred page to all Lightning apps. - Split view shows a list view at the same time as your workspace tabs and subtabs, letting you work quickly through a list of records (4). - Other go-to objects and features—including campaigns, tasks, reports, and more—are easily accessible (5). - Intuitive tab and subtab navigation (6). - A preconfigured utility bar with History (7). If Notes is enabled, it appears in the utility bar, too. From Setup, admins can use the App Manager to customize the standard Sales Console app. - Add your own branding. - Add any additional items your teams need to access in the console. - Configure the utility bar so reps can easily access productivity tools like Sales Dialer and macros. - Sales Console is automatically assigned all standard and custom user profiles. You can modify these assignments to make sure the right people have access to Sales Console. From Setup, admins can use the Lightning App Builder to customize specific page layouts. For example, if you use Marketing Cloud Account Engagement (Pardot), you need to add the Engagement History component to the appropriate page layouts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. #### See Also - [Create and Edit a Custom Lightning Console App](https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&release=264.0.0&type=5 "Create custom console apps in Lightning Experience the same way that you create other Lightning Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items, configure navigation rules, and assign the app to user profiles. You can always come back and edit your console app at any time.") - [Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&release=264.0.0&type=5 "The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window.") - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5 "Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.") <!-- document id=2013141c7776b8693483ac95e3e9e718221c6fa31519706f80cc9ad8d0ce6d95 url=/admin/current/en-us/service/264-0-0/console_lex_service_intro.md --> # Lightning Service Console The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You can customize this app to make it your own. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Lightning Service Console is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Service Cloud</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To prepare for your transition to Service in Lightning Experience, watch [![Watch Video Demo](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/resources-global/_corporate/images/play_btn.png) Get Ready to Transition to Service in Lightning Experience (English only)](https://salesforce.vidyard.com/watch/CrMscVo699ArqdBxRApTeQ). Then customize the Salesforce-provided Service Console app in Lightning Experience. You can always recreate your Salesforce Classic console app in Lightning Experience, but using Salesforce’s out-of-the-box app is faster and easier. Here’s what you get in the standard Service Console app. ![Screen shot of the Service Console app with feature callouts.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_lex_service.png) Here’s how the standard Service Console app helps you out. - Manage cases faster Split view shows a list view at the same time as workspace tabs and subtabs, letting your support agents manage multiple cases on a single screen (1). - See it all at once A preconfigured, three-column layout puts all the important information on the same page, and minimizes clicks and scrolling. - In the first column, case details, contact details, and related cases for the parent account are displayed using Related Record and Related List Single components (2). - The second column includes a highlights panel that’s front and center (3). The compact case feed lets you see more of your case updates (4). - The third column includes related lists and Knowledge articles relevant to your case (5). - Keep up on all the details The preconfigured utility bar provides fast access to History and Notes (6). You can also customize the utility bar to include other tools like Macros, Omni-Channel, and the Open CTI Softphone. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note For users to see and use the Notes utility, Notes must be enabled in your org. For users to see and use articles in the Knowledge component, Lightning Knowledge must be enabled in your org. - **[Service Console Versions](https://help.salesforce.com/s/articleView?id=service.console_lex_service_versions.htm&release=264.0.0&type=5)** The service console is the primary application used by customer service agents and supervisors. Salesforce offers multiple console versions, including the Foundations Service Console and Lightning Service Console. Each version comes with different default components for the console and Case page layouts. - **[Choosing the Right Service Console Version](https://help.salesforce.com/s/articleView?id=service.console_lex_service_choosing_version.htm&release=264.0.0&type=5)** Salesforce offers multiple console versions. Each version comes with different default components for the console and Case page layouts. To significantly reduce the need for customization, choose the version that best meets your business requirements. - **[Identifying Your Service Console Version](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_identify.htm&release=264.0.0&type=5)** All service console versions are uniformly named Service Console. To identify the version you’re using, observe the app icon. - **[Best Practices for Customizing the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.console_lex_service_customize.htm&release=264.0.0&type=5)** You can customize the Service Console app to meet your service needs. - **[Flow Builder for Service and the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&release=264.0.0&type=5)** Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last. #### See Also - [Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5 "Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.") <!-- document id=b7d3e1ee7039c94d6a6c051356d52f4ea0b33f57712c8ccdf2c7f341a1b03028 url=/admin/current/en-us/service/264-0-0/ideas_liking_posts.md --> # Liking Comments on Ideas Like a comment to show that you endorse it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> Below a comment that is associated with an idea, click **Like**. To stop liking a comment, click **Unlike**. Ideas counts the number of likes a comment gets. When a comment receives a like, a point is added to the comment’s total score and to the reputation of the user who posted the comments. #### See Also - [Comment on Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_comment.htm&release=264.0.0&type=5 "Comments are plain text responses to posted ideas that enable discussions about the ideas.") <!-- document id=9d7fd833c91eef4a8e9dfac4275351fa7d6c64b5c35b5a4418b877ed3f2f9e04 url=/admin/current/en-us/service/264-0-0/fs_sharing.md --> # Limit Access to Field Service Records When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d126981e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126981e76 ">To limit access to field service records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126981e76 ">Field Service Admin Permissions</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Limit Default Access to Field Service Objects Limit default access to core Field Service objects (Work Order, Work Order Line Item, Service Appointment, Service Resource, Service Territory). 1. In Setup, enter Sharing Settings in the Quick Find box, and then select **Sharing Settings**. 2. Click **Edit**. 3. In the Default Internal Access column, select **Private** for the objects that you want to limit access to. To share dispatched service appointments to Experience Cloud site users when Default Internal Access is Private or Public Read Only, set Default External Access to Private or Public Read Only also. If the Default Internal Access setting is Public Read/Write, Experience Cloud site users can see dispatched appointments only if the external setting is Public Read/Write and you enable dispatch sharing to resources. 4. Save your changes. ## Share Field Service Object Records with Public Groups Configure functionality to share service appointments, work orders, service territories, and service resources with Public Groups. When using a Private sharing model for Service Resource, Service Territory, Service Appointment, Work Order, and Work Order Line Item objects, dispatchers or call center reps must have access to the records of service resources and service appointments within their managed territories. 1. In Field Service Settings, select **Sharing**, and then select **Scheduled Jobs**. 2. Select **Enable User Territories Sharing**. When a service territory is created, a Public Group is created in Setup with its name, and the service territory is shared with the Public Group. In addition, when a service appointment is created with a service territory defined, a share rule is created to share the appointment with the service territory associated with the appointment. This sharing process ensures that any user who is a member of the Public Group for the territory has access to records shared with it. 3. Select **Share parent Work Order when Service Appointment is shared**. This option ensures that any work order is shared with the Service Territory Public group, created in the previous step. 4. Select **Automatically populate user groups based on User Territory**. When a User Territory record is created, the user defined on the record (typically either an call center rep or dispatcher that manages a specific territory) is added to the Public Group that corresponds to the territory defined on the record. This process gives the user access to all records shared with the Public Group for that service territory ## Configure the User Territory Job Service resources require initial and regular assessments to determine if they must be added to or removed from the Public Group based on their territory assignment duration. Field Service offers a User Territory Job feature to facilitate the evaluation of service appointments for sharing. 1. Click the + icon next to User Territories to expand the User Territory Job menu and confirm that Active is selected. 2. Select which territories to check sharing for. Limit each job to fewer than 200 territories. 3. Select a value for Time Horizon in days. The Time Horizon in days field determines how far in advance of a resource’s territory membership they must be shared with the public group associated with their territory. Therefore, how far in advance users (call center reps and dispatchers) that are members of that public group have access to their service resource record and see the resource in the Classic Dispatch Console Gantt. For example, select 7 to share service resources with dispatchers 7 days before their territory membership for the territory that the dispatcher manages. 4. Select a value for Time Horizon in days (Backwards). The Time Horizon in days (Backwards) field determines how far after a resource’s territory membership has ended the resource must be shared with the public group associated with their territory. For example, select 7 to ensure dispatchers see the service resource’s work in the previous week’s schedule on the Gantt. After 8 days, the dispatcher no longer sees the service resource or their schedule. 5. Configure the job’s Frequency settings. 1. Select **Recurring**. 2. Select all the months under the Month section. 3. Select **Specific Hour** and then enter a value for the Hour and Minute fields to define when the job runs. We recommend having the job run outside working hours so that record access doesn’t change during a working day. For example, select **0** for the Hour field and **0** for the Minute field so that the job runs at midnight. To define how often the job runs, select **Recurring Time** and then use the up and down arrows to select the interval. 4. Configure how often the job should run. If a service territory membership changes frequently, select **Day of week** and then select each weekday to evaluate territory membership every day. If a service territory membership doesn’t change frequently, you can schedule the job to run less often. Select **Day of month** and then select a non-working day such as Sat to run the job once every 30 days. 6. Save your changes. 7. Optionally, click **Run now** to reevaluate and update sharing records for service resources to or from Public Groups. ## Add Dispatchers and Call Center Reps to a Service Territory's Public Group Give call center reps and dispatchers access to the records (Work Order, Work Order Line Item, Service Appointment, Service Resource, Service Territory) that they manage. 1. From the App Launcher, find and open User Territories. 2. Click **New**. 3. Select a service territory. 4. Select the user you want to add as a member of that territory's public group. The user is added to the public group for that territory, and the user gets access to all work orders, service appointments, service resources, and any other records shared with the public group. ## Set up Sharing for Field Service Resources These settings allow dispatchers to control access to the appointment and its related information until they’ve finalized the appointment's details. 1. From Setup, enter Field Service Settings in the Quick Find box, and then select **Field Service Settings**. 2. Select any of these options. Hover over a setting’s information icon for details. 1. Share dispatched service appointments with their assigned resources 2. Share service appointments’ parent work orders with their assigned resources 3. Let service crew members edit their service appointments 3. Save your changes. ## Considerations for Field Service Object Sharing Before you start sharing objects, make sure you review some considerations. ### General Considerations - When a service resource is removed from a service appointment, sharing is deleted only for that service appointment. Sharing on the parent work order is retained. - When using customized sharing logic, ensure that every dispatcher gets Read/Write access and not just Read-Only access to the service appointments in their territory, so they can edit the Service Resources' schedule. - When an appointment is canceled, it’s visible only to the appointment owner and the relevant dispatchers based on the user territory object. - You can give dispatchers access to records by sharing information across territories and syncing calendars to include absences and other events. - In some Salesforce orgs, the Field Service Admin app has similar sharing options. We recommend disabling the app sharing settings and using the Setup settings. - When you change the owner of ‌a shared object, sharing of this object is removed for the service territory public group, and you can reapply it only if you update the Service Territory field of the object. For the Service Appointment object, you can also reschedule the appointment to a different resource. - When one of these settings is enabled, an async sharing job can run after every status change on a service appointment: Field Service Settings | Sharing | Scheduled Jobs | Enable User Territories sharing, or Field Service Settings | Dispatch | Scheduled Jobs | Mention assigned user when the Service Appointment is dispatched. ### Considerations for Service Resource Sharing (User Territory Job) - When User Territory Sharing is enabled and the option to Automatically populate user groups based on User Territory is selected, the User Territory Apex rule performs these actions. - If you create a service territory, a public group with the same name is created. The public group is added to the ServiceTerritoryShare object. - If you create a user territory record, the user is added to the public group for that service territory. - If you create a service appointment with that service territory, the public group is added to the ServiceAppointmentShare object to grant access to the record. - When a service appointment with that territory is shared, associated parent records (such as accounts, assets, opportunities, work orders, and work order line items) are also shared. The service appointment record and its parent record are shared with the associated public group and its users. If the parent record of the appointment is a work order line item, the associated work order is also shared. Optionally, in Field Service Settings under Scheduled Jobs in Sharing, select which parent objects are shared when an appointment is shared. For example, to share work orders but not accounts, select **Share parent Work Order when Service Appointment is shared** and deselect **Share parent Account when Service Appointment is shared**. - If you don't have User Territory Sharing enabled or sharing settings weren’t private when you created the service territory records, you must manually create the sharing records. - Public group names must be unique. For example, User Territory Sharing doesn't work if you have a queue with the same name as one of your public groups. - When a service appointment is created without a user territory, it’s associated with the Field Service Default public group. This default group allows a user to access a service appointment and work order even when no territory is associated. Field Service adds users in all user territories as members of this public group. If you’re a dispatcher, you can filter the Gantt and show service appointments that aren’t associated with a territory. - Dispatchers must have sharing settings for the primary service territory of a service resource in order to manage the resource's schedule. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example John is a dispatcher for the New Jersey service territory. His user territory record gives him access to New Jersey field service records. Madison is a mobile worker for the Pennsylvania service territory, but on August 1 she’s moving to the New Jersey territory. To reflect Madison’s move, add an end date of July 31 to her Pennsylvania service territory member record. Then, create a New Jersey service territory member record for Madison with a start date of August 1.  With the User Territory sharing job configured to run daily for all service territories, including Pennsylvania and New Jersey, this job calculates which records users need access to. Because the job’s backward time horizon is set to 1 day, John receives access to Madison’s field service records 1 day before she starts work in New Jersey. #### See Also - [Field Service Permission Set Licenses](https://help.salesforce.com/s/articleView?id=service.fs_perm_set_licenses.htm&release=264.0.0&type=5 "Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users.") <!-- document id=b6ed45ea78f7fdc246ffdca2949d708780d9f4ab39d71214d32121fc93294460 url=/admin/current/en-us/service/264-0-0/mfs_resource_tracking_aa.md --> # Limit Mobile Workers’ Location Tracking for Appointment Assistant Appointment Assistant customers can choose to track the location of mobile workers only in the En Route status, meaning that they’re on the way to their next service appointment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d83190e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83190e75 ">To configure resource tracking:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83190e75 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83190e75 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83190e75 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select **Field Service Mobile Settings**. 2. Open the required settings. 3. Under Additional Settings, select **Enable Limited Tracking**. <!-- document id=0f4b5fa41f3a17a5aaa33cf7dd61e35f310875f1ace21b3c1dd688b29f6be377 url=/admin/current/en-us/service/264-0-0/console_lex_loaded_tab_limit.md --> # Limit the Maximum Number of Loaded Lightning Console Tabs To set the maximum number of loaded console tabs in a session, enable the Loaded Console Tab Limit feature. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> To improve memory usage and the scalability of console sessions, set the maximum number of loaded console tabs. Open tabs that exceed the limit stay open, but they only reload their content when you click them. When this feature is enabled, it doesn’t unload your currently open console tab. Recently opened tabs aren’t unloaded for a 30-second period, even if you exceeded your loaded tab limit. After that period, if you activate a tab or open a new tab, your background tabs are unloaded. Tabs are unloaded in the order of least recently used until your loaded tab limit is met. Tabs for pages with unsaved changes also aren’t unloaded. In console, these tabs have an asterisk (\*) at the end of the tab title. To customize how unsaved changes are handled in Lightning Experience, use the [Unsaved Changes API](https://developer.salesforce.com/docs/component-library/bundle/lightning:unsavedChanges/documentation). When enabled, this feature doesn’t unload tabs that use pinned region templates. For information on pinned region templates, see [Salesforce Help: Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&type=5&language=en_US). Setting the loaded tab limit to 0 and then clicking Save disables the loaded console tab limit. 1. From Setup, in the Quick Find box, enter Loaded Console Tab Limit, and then select **Loaded Console Tab Limit**. 2. To enable the feature, click the toggle, and then enter a positive integer value in the Maximum Number of Loaded Console Tabs field. 3. Save your changes to apply them. <!-- document id=6587ea8671516687bf77a90059f222a84c5cdfc1f5e6471ca982735a626573a8 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_updates.md --> # Limit User Updates to Milestones Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88560e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88560e60 ">To define or change field validation rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88560e60 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88560e60 ">To create or edit milestones:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88560e60 ">Manage Entitlements</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create validations rules, use Setup in Salesforce Classic. Don’t worry, your validation rules still apply in Lightning Experience. 1. From the object management settings for case milestones, go to Validation Rules. 2. Click **New**. 3. Enter the rule details. 4. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example This validation rule prevents users from selecting milestone completion dates that are earlier than the case creation date. You can create a similar validation rule for work orders from the object management settings for Object Milestones in Setup. | Field | Value | | --- | --- | | Rule Name | milestone\_completion\_date | | Description | A milestone’s completion date must be later than the case creation date. | | Error Condition Formula | CompletionDate < Case.CreatedDate | | Error Message | Error: The milestone completion date must be later than the case creation date. | | Error Location | Top of Page | <!-- document id=a3cfb11fa372e2681c58262c8d42f7afd8477a3e181d5c2a690314641b52a96a url=/admin/current/en-us/service/264-0-0/sla_milestones_updates.md --> # Limit User Updates to Milestones Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d60642e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60642e57 ">To define or change field validation rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60642e57 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60642e57 ">To create or edit milestones:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60642e57 ">Manage Entitlements</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create validations rules, use Setup in Salesforce Classic. Don’t worry, your validation rules still apply in Lightning Experience. 1. From the object management settings for case milestones, go to Validation Rules. 2. Click **New**. 3. Enter the rule details. 4. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example This validation rule prevents users from selecting milestone completion dates that are earlier than the case creation date. You can create a similar validation rule for work orders from the object management settings for Object Milestones in Setup. | Field | Value | | --- | --- | | Rule Name | milestone\_completion\_date | | Description | A milestone’s completion date must be later than the case creation date. | | Error Condition Formula | CompletionDate < Case.CreatedDate | | Error Message | Error: The milestone completion date must be later than the case creation date. | | Error Location | Top of Page | <!-- document id=17b6f06e219c8c7d0254fc1e023b795db93f945f1fae62e507c98c8f032f9c6d url=/admin/current/en-us/service/264-0-0/knowledge_ek_limitations.md --> # Limitations and Considerations Before you start using Enterprise Knowledge, review its limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **Data 360 Companion orgs support only the default data space.** Only Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) from the default data space are available. You can't select HDMOs or HUDMOs from other data spaces when you configure search settings or query configurations. - **Hover previews work only for text and HTML content.** In the Enterprise Knowledge component, hover previews for external articles are available only when the content type is text or HTML. Articles with other content types don't show a hover preview. - **Article recommendations aren't supported.** The Enterprise Knowledge component doesn't show article recommendations. - **Search result filtering isn't supported.** The Enterprise Knowledge component doesn't support filtering search results by language, data categories, or similar criteria. - **Sharing external content through communication channels isn't supported.** The Enterprise Knowledge component doesn't support sharing harmonized external content through channels, such as email and messaging. - **The source for core harmonized articles appears as External Knowledge.** - **Article attachments appear in search results but not on the article page.** - **Agentforce Coworker requires Amazon Bedrock to be enabled.** Amazon Bedrock is on by default, but you can turn it off in Einstein Setup. If Amazon Bedrock is disabled, Agentforce Coworker isn't available in the Enterprise Knowledge component. - **Don't pop out the component while Agentforce is generating an answer.** If you open the Enterprise Knowledge component in a new window while Agentforce is processing, the answers might not appear or behave as expected. Wait for the answer to appear before you click the pop-out in a new window icon. #### See Also - [_Salesforce Help_: Content Harmonization Known Limitations](https://help.salesforce.com/s/articleView?id=data.c360_a_content_harmonization_known_limitations.htm&type=5&language=en_US) - [_Salesforce Help_: Unstructured Data File Formats and Connectors](https://help.salesforce.com/s/articleView?id=data.c360_a_unstructured_content_harmonization.htm&type=5&language=en_US) <!-- document id=bd3f260b5f3439cbffd8c34acc83c19130632ab25c58644529f73b9a828e1d4e url=/admin/current/en-us/service/264-0-0/service_swarming_limitations.md --> # Limitations and Considerations for Swarming Before you use Swarming, make sure you understand its limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## General Swarming Limitations - The workspace selector in Begin Swarming shows the workspaces connected to the org, even if the user doesn’t have access to it. - Swarming isn’t supported for Essentials editions. - User-cloned flows may not have all the latest Swarming and Service Cloud for Slack features. To get the newest features and updates, use the original flows. - A Swarm record can’t be owned by a queue. - If you start a swarm from Slack, the Swarm Description field holds up to 625 characters. However, when posted to a Slack channel, only 255 characters show. The field’s full 625 characters are still recorded on the swarm record in Salesforce. - If you start a swarm from a flow in Salesforce, the Swarm Description limit is 255. - If you manually create a Swarm record in Salesforce, the Swarm Description limit is 32,000 characters. ## Swarming with Slack - To let users join a swarm in Slack, make sure the swarm members meet the following conditions. - The swarm member must be a Service Cloud user. - The swarm member must have connected their Salesforce account to the Service Cloud for Slack app. - The swarm member must belong to the same Slack workspace as the swarm requester. - To add a swarm member via Expert Finder, the Salesforce org must have the Support Rep Work Trigger flow cloned and activated, and Omni-Channel must be enabled. - If you had the Service Cloud for Slack app installed before the Summer ’23 release, to send an invite email to join a Slack channel for users outside of the channel’s workspace, you must reinstall the Service Cloud for Slack app. - In Slack, from the Service Cloud for Slack app, go to the About tab. Click **Configuration**. From the app’s Slack App Directory page, click **Remove App**. Then, readd the app to your Slack workspace. - Anyone in the Slack workspace can access public channels from the channel selector when you begin swarming in an existing channel. - You can mention Slack user groups to add its members to a swarm channel, but you can’t add user groups as swarm members when finishing the swarm. - When starting a swarm in an existing channel, the channel selector lets you choose from only the first 1,000 public and private channels where you’re a member of the channel. - See [Considerations for the Slack Conversations Component](https://help.salesforce.com/s/articleView?id=slack.swarm_slack_conversations_limitations.htm&language=en_US). - Knowledge article drafts in Slack support messages of up to 2,500 characters for English. Other languages may have different character limits. The Slack message is truncated at the character limit. - A user that selects **View in Salesforce** for a record in Slack is taken out of Slack and over to the record in Salesforce. - You can search and edit only Salesforce account, contact, case, and Customer Service Incident Management records in Slack. - You can create only Salesforce cases, knowledge article drafts, and Customer Service Incident Management records from Slack. - You can search for in Slack a minimum of three characters and a maximum of 100. - Rich text, images, videos, attachments, and emoji aren’t supported when creating a knowledge article draft in Slack. - When creating a knowledge article draft from Slack, you can’t map the Slack Message and Slack Metadata to the same Knowledge field. - Only users with Knowledge creation permissions in Salesforce can create a knowledge article from Slack. - For Slack channels with multiple swarms, the list of swarm members can’t be shown when the /service-swarm-close slash command is used. To see the swarm’s members, click the swarm’s **Finish Swarming** button. <!-- document id=3860a37f0093e7ce8ca696309e74e6da79d47b61a41fd6fb3e608c2acbcd1c72 url=/admin/current/en-us/service/264-0-0/pfs_enhanced_optimization_per_territory_limitations.md --> # Limitations for Enhanced Optimization per Territory All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization per Territory. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these limitations when **Use enhanced scheduling and optimization for all service territories** is disabled in the Field Service Settings and only selected territories are using Enhanced Scheduling and Optimization. - All service appointment territories and service resource territories within the same optimization request, bulk schedule action, or any batch process that updates service appointments, must use the same optimization engine. A notification is shown when you’re running bulk operations such as global optimization with different territory optimization settings, because it can’t be determined which optimization engine to use. - If there are customizations that update these fields in a single process or transaction, all the service appointments within that process must be associated with service territories configured to use the same optimization engine: ServiceAppointment.SchedStartTime, ServiceAppointment.SchedEndTime, and AssignedResource.ServiceResource. - Service appointments assigned in territories enabled for Enhanced Scheduling and Optimization can be scheduled only to resources whose primary territory is also enabled to use Enhanced Scheduling and Optimization. - Resources with multiple primary territories, where each territory is set for a different date, must have all territories assigned to the same optimization engine. #### See Also - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) - [Set Up Enhanced Optimization for Field Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&type=5&language=en_US) <!-- document id=8b052abdee2fc34aca66a0139ac3462824f4a78883870d3415643be071943984 url=/admin/current/en-us/service/264-0-0/omnichannel_omni_inbox_limitations.md --> # Limitations for Omni Mobile Some Omni-Channel desktop features aren’t supported in Omni Mobile. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Review these limitations for Omni Mobile. - Omni Mobile provides features for reps. Supervisor functionality isn't supported on mobile. - Omni Mobile supports work from all enhanced channels, except [Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&type=5&language=en_US). - Omni Mobile supports status-based capacity, but not tab-based capacity. See [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&type=5&language=en_US). - Omni Mobile doesn’t automatically accept work requests even if the option is enabled in [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&type=5&language=en_US). - Omni Mobile doesn’t support [Omni Toolkit API](https://developer.salesforce.com/docs/component-library/bundle/lightning:omniToolkitAPI/documentation). <!-- document id=d3de755db5b5dce28a15d5c56fdd22f778c7b2bf0e3c3b8177460f215852f32f url=/admin/current/en-us/service/264-0-0/pfs_optimization_hub_limitations.md --> # Limitations for Optimization Hub All Enhanced Scheduling and Optimization limitations apply to Optimization Hub. - You can use Optimization Hub regardless of the territory match criteria. However, the derived key performance indicators are calculated only for service resources who are primary or relocation members of the appointment’s service territory. - Optimization Hub is available only for global and in-day optimization requests. - If the service resource has multiple service territory memberships, Optimization Hub calculates KPIs by using the service resource's primary service territory to prevent counting service territories twice. #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&type=5&language=en_US) - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) - [Activate Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_activate.htm&type=5&language=en_US) <!-- document id=228ac062c780c5b3ff2524b29d1fa9bf96ead84e4c11fc82816b28fb40d97a46 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_svc_proc_limits.md --> # Limitations for Service Process Templates Standard service process templates and their associated flow templates are available only in English. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Service Process Naming Constraints Flow element labels, API names, descriptions, and manually created variable names don't support localization. Because of metadata constraints, you can access these standard IT Service Management templates only in English: - New Hardware Request - Reclaim - Refresh - Lost Device - Hardware Issue <!-- document id=1c7464744bf2e328591a51c2e4f6bbcbf63f34e2e9980be829b0b2a30184cb46 url=/admin/current/en-us/service/264-0-0/es_advanced_approvals_limitations.md --> # Limitations of Advanced Approvals in HR Service Limitations are the boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Consider these limitations when you use Advanced Approvals with HR Service. - Your managers can’t approve employee requests through email. To approve requests, managers must log in to Employee Portal. #### See Also - [Advanced Approvals](https://help.salesforce.com/s/articleView?id=ind.approvals_advanced_approvals.htm&language=en_US) <!-- document id=bada10b369119160331efa598df8ea5a962820644a7cfd7ab9b42e6d38e8776a url=/admin/current/en-us/service/264-0-0/omni_shortcuts_limitations.md --> # Limitations of Keyboard Shortcuts Consider the limitations for keyboard shortcuts when you enable and use the shortcuts for quick controls. - Keyboard shortcuts are only supported in the Enhanced Omni-Channel layouts and aren't available in Standard Omni. - Make sure that the custom shortcuts don't conflict with shortcuts used by your operating system, browser, or other applications. See [Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=xcloud.accessibility_keyboard_shortcuts.htm&type=5&language=en_US) for Salesforce. - If you enable the keyboard shortcut feature during an ongoing voice call, the in-call actions won't work for that current call but will be active for all ‌subsequent calls without a page refresh. You can update the shortcut mappings during a live call. - Keyboard shortcuts are only supported in QWERTY, AZERTY, and QWERTZ keyboard layouts. - The non-ASCII characters such as emojis, won't function as shortcuts, though these characters can be saved as shortcuts. - Shortcuts that require the Shift key to produce a special character, such as <, are not supported. - Keyboard shortcuts always apply to the top-most work item in the inbox. They don't work on work items focused on using tab navigation. - Enabling shortcuts or updating their mappings during an active call is not supported. Changes must be made before or after handling a work item. - In-call shortcuts, such as hang-up, don't work while a call is in the connecting state. - Keyboard shortcuts are not supported for multiparty calls. - To prevent accidental disconnections, there's a 2-second delay after a call is accepted before the hang-up shortcut can be used. Hang-up option from the softphone or desk phone must be used during this time. There's a similar 2-second delay for accept and decline shortcuts, to prevent accidentally accepting or declining multiple work items in the inbox. - Keyboard shortcuts aren't supported when using a desk phone. <!-- document id=593c4a02f226347c73bc0be7fc3188a6b884b368972025fb6c475a87225e159a url=/admin/current/en-us/service/264-0-0/voice_uni_rout_limitations.md --> # Limitations of Unified Routing for Partner Telephony Consider the limitations when you set up and use unified routing for partner telephony. This article applies to Salesforce Voice with Partner Telephony. - Unified Routing supports only inbound and outbound calls, and call transfers. - Using external routing and Unified Routing with Omni-Channel in the same contact center is not supported. - If a rep declines a work item or if the work item times out, the work is returned to the queue. That work won't be rerouted to the same rep unless they log out of Omni-Channel and log back in. - A race condition exists where an inbound call can be routed to a rep who is on a connected outbound call that hasn't been assigned AgentWork yet. If the rep accepts the new inbound call, the telephony provider will reject it. Admins must configure Omni-Channel to reflect the rep’s status accurately in these scenarios to prevent call disconnections. - When a rep accepts an inbound call, the UserId and SourceType fields on a Voice Call object aren’t populated if Omni-Channel Unified Routing is enabled. - Transfer to rep doesn't include a decline option for the receiving rep, even if it is configured in the presence configuration. - The transfer destination list shows a maximum of only 2,000 agents and 2,000 queues. - Transfer to an Omni-Channel flow isn't supported. - Unified Routing for Partner Telephony isn’t supported in Standard Omni-Channel. <!-- document id=a6abfed644fdfeddd90fbfabb80ff6283fc274cdfa38372a108878561aa14ac7 url=/admin/current/en-us/service/264-0-0/mfs_hvb_limits_considerations.md --> # Limits and Considerations for High-Volume Briefcase Note these limits and considerations when working with High-Volume Briefcases for the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Performance</strong> and <strong>Unlimited</strong> editions</td></tr></tbody></table> General Limits | Type | Maximum Limit | comments | | --- | --- | --- | | Total active Briefcases per Salesforce org | 5 |   | | Total top-level object rules per Briefcase | Supports up to 10 records per rule | 10 top-level rules allowed per High-Volume and Standard Briefcases. | | Total object rules per Briefcase, including top-level rules and related rules | 65 total rules allowed per High-Volume Briefcase | 20 total rules allowed per Standard Briefcase. | | Total levels of hierarchy for related object rules | 9 | 9 level max depth for High-Volume Briefcases. 6 level max depth for Standard Briefcases. | | Total records per object | 75,000. Contact Salesforce to increase this limit. | 50,000 for Standard Briefcase rule. | | Total records that a user can retrieve offline | 400,000 | 400,000 records across active High-Volume Briefcases. 50,000 across all Standard Briefcases. | | Total filters per object | Max 10 filters per object rule | This number is the same for High-Volume and Standard rules. | | Users per Briefcase | Unlimited | Salesforce doesn’t limit the number of users per briefcase, but the number of records plus the number of assigned users does affect briefcase performance. | | Sort By | 0 | High Volume Briefcases don't support Sort By in the Briefcase Builder | <!-- document id=d9bfd562239608c2d0934511083232c14385ce58c4fbf64765f6c9c541747afe url=/admin/current/en-us/service/264-0-0/pfs_enhanced_available_limits.md --> # Limits and Limitations for Enhanced Scheduling and Optimization Learn about the Enhanced Scheduling and Optimization limits and limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Platform Limits Affecting Field Service One of the main benefits of using Enhanced Scheduling and Optimization is fewer limitations, as seen when comparing engine limits side by side. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25824e88">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25824e91">Scheduling and Optimization</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25824e94">Enhanced Scheduling and Optimization</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e88 ">Maximum number of Apex classes scheduled concurrently (Scheduled Jobs)</td> <td data-label="Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e91 ">100</td> <td data-label="Enhanced Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e94 "> <p>100, but you’re not likely to reach this limit because you can configure many optimization runs per scheduled job. Each job consumes one Apex scheduled job.</p> <p> See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5" title="Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.">Manage Scheduled Jobs in Field Service</a>.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> If you set up a recurring schedule that runs every x minutes, multiple Apex scheduled jobs are created accordingly. For example, if you set it up to recur every 15 minutes, this is counted as 4 Apex scheduled jobs.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e88 "> <p style="margin-bottom:0;">Number of synchronous concurrent transactions for long-running transactions that last longer than 5 seconds for each org.<sup>1</sup></p> </td> <td data-label="Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e91 "> <p>Based on the number of applicable licenses<sup>2</sup> in an org, the limit is calculated as a ratio of 100 licenses to one concurrent long-running Apex transaction<sup>3</sup>.</p><a name="pfs_enhanced_available_limits__ul_x4j_52n_qdc"><!-- --></a> <ul id="pfs_enhanced_available_limits__ul_x4j_52n_qdc"> <li>Minimum limit is 10 </li> <li>Maximum limit is 50</li> </ul> </td> <td data-label="Enhanced Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e94 ">Not applicable</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e88 ">Apex batch job executing in parallel </td> <td data-label="Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e91 ">5</td> <td data-label="Enhanced Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e94 ">Not applicable</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e88 ">Maximum service appointments optimized per rolling 24 hours </td> <td data-label="Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e91 "> <p>50,000</p> <p style="margin-bottom:0;">Only global, in-day, and resource schedule optimization requests count toward this limit.</p> </td> <td data-label="Enhanced Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e94 "> <p>The limit is the greater of 50,000 or 500 per Field Service Scheduling license. If you're using the enhanced engine, you can check whether you’re operating within the limit. To do this, monitor the actual consumption in Optimization Requests, Last 24 Hours under Company Information in Setup. All types of scheduling actions count toward this limit, for example, Gantt scheduling, get candidates, appointment booking, and global, in-day, and resource scheduling optimization request types. </p> <p style="margin-bottom:0;">Nonoptimization scheduling actions, for example, the Schedule action, contribute only one toward this count (the appointment that's being scheduled).</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e88 ">Maximum skills per service resource</td> <td data-label="Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e91 ">100</td> <td data-label="Enhanced Scheduling and Optimization" class="slds-cell-wrap" style="vertical-align:top;" headers="d25824e94 ">250</td> </tr> </tbody> </table> 1 If more transactions are started while the default number of long-running transactions are still running, they’re denied. HTTP callout processing time isn’t included when calculating this limit. 2 The license types that count toward this limit include full Salesforce and Salesforce Platform user licenses, App Subscription user licenses, Chatter Only users, Identity users, and Company Communities users. 3 For example, if your org has 4,000 licenses, the concurrent long-running Apex requests limit is set at 40. If your org has 5,000 or more licenses, the concurrent long-running Apex requests limit is set at 50, which is the maximum capped limit. If your org has 1,000 or fewer licenses, the concurrent long-running Apex requests limit is set at 10, which is the minimum floor limit. ## Limitations Before using Enhanced Scheduling and Optimization, make sure you review some limitations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. A callout is used to trigger a requested service and retrieve information. If DML occurs before the callout, it causes an exception, for example, an Uncommitted Work Pending error. To avoid an exception, ensure that DML is completed in a separate transaction. **Separate DML Transactions** Callouts aren’t permitted when an uncommitted transaction is pending. When you’re retrieving available time slots or scheduling an appointment, if a DML statement was executed before the service is called, an exception is raised. You must first commit or roll back before calling out. This exception can be raised in two main scenarios. Scenario 1: Explicit calls to the scheduling and optimization engine When you call Enhanced Scheduling and Optimization explicitly through one of our documented Apex APIs, if any DML operations occurred in the same transaction before the Enhanced Scheduling and Optimization callout, you encounter an Uncommitted Work Pending error. This exception is also raised if you’re not using Enhanced Scheduling and Optimization, specifically when a callout occurs to calculate travel time and either street-level routing or point-to-point predictive routing is enabled. In this scenario, the exception isn’t raised when Avoid aerial calculation upon callout DML exception is disabled in the Field Service Settings, because travel time reverts to aerial routing calculation. This setting isn't relevant if you're using Enhanced Scheduling and Optimization, because a callout is always performed. You can avoid the exception. - Perform any required DML operations in a separate transaction before calling Enhanced Scheduling and Optimization. Consider creating an Apex REST API endpoint that performs the DML operations, which can be called from Apex code. - Utilize a flow, performing the DML operations in the steps before calling Enhanced Scheduling and Optimization as an invocable action. The action element has advanced settings that allow you to configure the action to be executed as part of a new transaction. These settings aren’t supported for autolaunched flows. See [Splitting transactions to enable the use of Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=000396257&type=1&language=en_US). Scenario 2: Inexplicit calls triggering travel time recalculation This exception can also be raised when you're not explicitly calling Enhanced Scheduling and Optimization but a callout occurs automatically to recalculate travel time. This automatic recalculation happens when you change certain fields through any Salesforce API, which makes the system attempt to recalculate travel times. - Service Appointment fields: Assigned Resource, Scheduled Start, or Scheduled End - Absence fields: Resource, Start, or Finish Because these changes automatically trigger travel time recalculations, you can't separate the DML (the field update) into two transactions. The system tries to perform the recalculation in a different transaction, which can lead to issues, during batch processes. Nonbatch processes ‌always succeed regardless of which scheduling and optimization engine is used. - When you’re not using Enhanced Scheduling and Optimization: If Street-Level Routing or Point-to-Point Predictive Routing is enabled, this scenario results in an Uncommitted Work Pending error during the automatic travel time calculation. To mitigate this, allow the system to use aerial routing. In the Field Service Admin app, click **Field Service Settings** | **Scheduling** and deselect **Avoid aerial calculation upon callout DML exception**. If this setting is disabled, the travel time calculation reverts to aerial routing and avoids the exception. - When you’re using Enhanced Scheduling and Optimization: When these fields are updated in a batch process, Enhanced Scheduling and Optimization doesn’t recalculate the travel times automatically, but it also doesn’t result in an error. **Scheduling and Optimization** - The Objective Calculation explanation is missing for Get Candidates and Appointment Booking. ![There is no explanation shown for the Objective Calculation for Get Candidates on the Classic Dispatch Console.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_calculation.png) - Scheduling a service appointment outside of a resource’s working hours using drag and drop results in a rule violation. Travel time to and from the service appointment isn’t calculated, and other rules aren’t validated. - Travel time to and from a resource absence created outside of a resource’s working hours isn’t calculated. - Scheduling a service appointment partially outside working hours can result in a Match Territory rule violation. - When all the service appointments for a day are optimized and then unscheduled, utilization isn’t shown accurately on the Gantt. Utilization is updated again when appointments are scheduled. - When Calculate Travel and Breaks in the Routing section of Field Service Settings is deselected, travel times and breaks aren’t updated on the Gantt if you manually make changes. However, when using drag and drop, the travel times and breaks are updated regardless of this setting. - The Objects Scheduled field of the optimization request isn’t populated when you’re using Enhanced Scheduling and Optimization. However, the Scheduled Service Appointments data field is populated in the Scheduled Service Appointments section of the [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page&type=5&language=en_US). - If you have an implementation that uses resource efficiencies, enhanced optimization can result in overlaps if service appointments are pinned, or unscheduling of appointments if unpinned (since there isn't enough space in the schedule). This is because Enhanced Scheduling and Optimization rounds up the service appointment duration. - Enhanced Scheduling and Optimization can’t schedule a service appointment exactly at the start time of a lunch break (the time set in the Break Start field in the Resource Availability work rule). When you're using Appointment Booking, the scheduling engine doesn’t return this time slot, and when you manually schedule the service appointment on the Gantt, the appointment overlaps with the lunch break. We recommend that you schedule the service appointment for a minute before or after the break start. For Appointment Booking, set the time slot in the Appointment Booking operating hours to start a minute before or after the break. - During optimization, trigger results are updated in a batch with a maximum CPU time of 60 seconds, because the transition is asynchronous. When using Enhanced Scheduling and Optimization, this CPU time is reduced to 10 seconds, because the transaction is synchronous. To improve the trigger performance, optimize the logic developed in Apex Triggers on the Service Appointment and Resource Absence object. Consider moving logic to run as part of an asynchronous process, for example, Queueable Apex. Contact Salesforce Customer Support to optimize the batch size that is used to write the results back to Salesforce. - Async processes, such as a scheduled path of sharing calculations in a record-triggered flow, don’t always work with optimization when Enhanced Scheduling and Optimization is enabled. In this case, the optimization updates are done by the platform integration user who has a session-based permission set that isn't active during the scheduled path’s execution. To grant this user the necessary permission, clone the Field Service Integration permission set, disable the Session Activation Required option, and then save. Then assign this permission set to the platform integration user. You can add more permission sets to this user if it’s necessary. - Enhanced Scheduling and Optimization uses the Platform Integration User, which uses the Cloud Integration User license. Some of your customizations and product OOTB features can be impacted due to this limitation. You must add all the custom fields used in rules and objectives to the Field Service Integration permission set before you assign the rule or objective to a scheduling policy. We recommend you check that all your customizations and product OOTB features have the required access and are working as designed. Add permissions to the Platform Integration User as required. When using Calendar sync with Enhanced Scheduling and Optimization enabled, Dispatched service appointments must be in a pinned status. - 24-hour operating hours coverage isn't supported for mobile workers. - If you’re using Enhanced Scheduling and Optimization, when service resource efficiencies are used and applied to the duration of the service appointment assignment, the engine rounds up the Actual time to perform an appointment values to the nearest minute. If you’re not using Enhanced Scheduling and Optimization, the engine rounds down to the nearest minute. - If you’re using Enhanced Scheduling and Optimization, when the status of a service appointment scheduled for a crew changes to Dispatched, the notification appears twice in the Chatter post. - When you create or modify resource absences or modify scheduled service appointments, the horizon of the request is limited to 30 days. For example, if you create a resource absence in February and a resource absence in April in the same transaction, travel time and lunch breaks aren’t created or updated. - When you use Enhanced Scheduling and Optimization to manually schedule or reschedule a service appointment, for example by drag and drop on the Gantt, the target date is limited by the resource request horizon. For multiday service appointments, the default 30-day horizon is extended by 56 days, so you can reschedule a single-day appointment up to 30 days from today and a multiday appointment up to 86 days from today. To avoid an error because the selected date is outside the scheduling horizon, move the appointment further out. Unschedule it first, and then reschedule it to the date you want. - If a dispatcher manually schedules a service appointment or resource absence during an overlapping time, and the remaining time isn’t long enough for the actual travel to or from home, no appointments can be scheduled for the resource for that day. - If the engine schedules a lunch break after a service appointment, and you manually schedule another service appointment where the travel time overlaps with the lunch break, the lunch break moves to the earliest start time and overlaps with the travel time. The rule violation is shown on the service appointment that you manually scheduled causing the violation, and not on the service appointment that overlaps with the break. - If you're not using [Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) , the maximum number of service territories you can select for a group (per request) for enhanced scheduled jobs is 100. With dynamic scaling, the limit is 1,000. - Enhanced Scheduling and Optimization doesn't properly handle multiday work that starts or ends during nonworking hours at a time when travel at the resource's expense is allowed. Such cases can result in incorrect overlapping violations and inaccurate travel times. **Service Appointments and Service Resources** - Long service appointments should be marked as multiday service appointments to ensure accurate scheduling and travel time calculations. - When two working shifts or time slots are defined for a resource on the same day, each shift or time slot is considered as if it's a different "day", such that it includes the resource traveling to and from the home base. - Snapping (scheduling using ctrl/cmd + drag and drop) a service appointment to a resource absence isn’t supported and doesn’t change the schedule. - When manually scheduling a multiday service appointment using drag and drop, the scheduled start time must be within a valid timeframe for the duration to be calculated correctly. For example, if the multiday service appointment is scheduled to start when the service resource isn't available (during a non-availability shift, resource absence, or lunch break), then the multiday service appointment duration isn't calculated accurately to account only for working hours. - The combination of multiday scheduling and complex work isn’t supported. If a multiday service appointment is part of a scheduling dependency, its scheduled end date isn’t calculated when the appointment is scheduled. - When using Enhanced Scheduling and Optimization, utilization on the Gantt doesn’t consider multiday service appointments. #### See Also - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) <!-- document id=d3194094b79f957559f0d96783dc9c7753e977f489449034254cbe7b7b7f6719 url=/admin/current/en-us/service/264-0-0/rules_limits.md --> # Limits for Assignment, Auto-Response, and Escalation Rules Salesforce limits the number of rules, as well as the number of entries and actions per rule. These limits apply to assignment rules, auto-response rules, and escalation rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:80%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d176329e60">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d176329e63">Value</th> </tr> </thead> <tbody> <tr class="" id="rules_limits__rules_total_row"> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 "> <p>Total rules across objects</p> <p style="margin-bottom:0;">(Applies to any combination of workflow, assignment, auto-response, and escalation rules, <em>active</em> and <em>inactive</em>.) </p> </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">2,000</td> </tr> <tr class="" id="rules_limits__rules_active_row"> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 "> <p>Active rules per object</p> <p style="margin-bottom:0;">(Applies to any combination of <em>active</em> workflow, assignment, auto-response, and escalation rules, as well as record change processes.) </p> </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">50</td> </tr> <tr class="" id="rules_limits__rules_object_row"> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 "> <p>Total rules per object</p> <p style="margin-bottom:0;">(Applies to any combination of workflow, assignment, auto-response, and escalation rules, <em>active</em> and <em>inactive</em>.)</p> </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">500</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 ">Entries per rule </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">3,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 ">Formula criteria entries per rule </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">300</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 ">Filter criteria per rule entry </td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">25</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d176329e60 ">Actions allowed per rule</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:middle;" headers="d176329e63 ">200</td> </tr> </tbody> </table> #### See Also - [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&release=264.0.0&type=5 "Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.") - [Set Up Auto-Response Rules](https://help.salesforce.com/s/articleView?id=service.creating_auto-response_rules.htm&release=264.0.0&type=5 "Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.") - [Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&release=264.0.0&type=5 "Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.") <!-- document id=c276319de39d5abc21bbdaf131c835decd408d8e731581e034130e13e466a7b6 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_link_assets_fulfillment.md --> # Link Assets to Fulfillment Orders Link specific serialized devices to a fulfillment order to manage active inventory counts. This process transitions assets from a general reservation to a designated hardware allocation, locking the exact serial numbers for an employee request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d42855e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42855e74 ">To manage fulfillment orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42855e74 ">Hardware Asset Management Inventory Manager</td> </tr> </tbody> </table> 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Fulfillment Orders**. 3. Select an active Fulfillment Order. 4. On the Related tab, go to the Fulfillment Order Line Items related list and select a draft line item. 5. In the Fulfillment Order Line Items section, review the requested products. 6. For a serialized product line item, click **Add Asset**. 7. Locate the device that you want to assign. - Locate a specific device by searching for its serial number or asset tag. - Review the asset status to make sure that it’s available. 8. Select the asset and click **Link Asset**. The system automatically updates the asset's status to Reserved. This status indicates that the asset is no longer available for other requests but remains physically located at the stockroom. The system also generates a record in the Asset Activity log to provide a reliable audit trail of the reservation. <!-- document id=6761e012f1c3873fe4f70c529316319fe17394fd3a2c0c1de52a50aa3b29bdf5 url=/admin/current/en-us/service/264-0-0/voice_link_contact_record.md --> # Link Calls with Customer Contact Records When a customer calls your contact center, Salesforce attempts to match the caller’s phone number with a contact record. If no contact is found, reps can search for the contact or create a contact. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d153883e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d153883e75 ">To answer and make calls and view Voice records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d153883e75 ">Salesforce Voice Contact Center Rep permission set</td> </tr> </tbody> </table> 1. In the Omni-Channel widget, accept an incoming call. 2. Click **Review and Link**. The Link Record page opens. 3. Select the person to link to the call record. 4. To search for a contact, enter the person’s name and then select the contact. 5. To create a contact, click **New Contact**. A contact record is created. <!-- document id=2232c1c718f0dd565fff870a6d6364dca26ec5a828af5831ec3ee79842aa8534 url=/admin/current/en-us/service/264-0-0/fs_work_order_article_fields.md --> # Linked Article Fields A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37196e69">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37196e72">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Article ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">The ID of the linked article record, which is created when an article is attached to a record.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Article Title</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">The title of the attached article.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Article Version</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 "> <p>The version of the article that is attached to the record. This field displays the title of the attached version, and links to the version. It is a required field on linked articles attached to work orders and work order line items. </p> <p>When you attach an article to a record, that version of the article stays associated with the record even if later versions are published. If needed, you can detach and reattach an article to a record to link the latest version.</p> <p style="margin-bottom:0;">For example, if an article was entitled “How to Replace a Filter” when it was attached to a work order, this field displays that title and links to the attached version.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Knowledge Article ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">Required. The ID of the article that is attached to the record.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Last Viewed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">The date the article was last viewed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Linked Object Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">Read only. The type of record that the article is attached to. For example, if the article is attached to a work order, this field displays “Work Order.”</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Linked Record ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">Required. The ID of the record that the article is attached to. For example, if the article is attached to a work order, this field displays the ID of the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e69 ">Record Type ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d37196e72 ">The record type of the linked article. This field is populated only if record types are used.</td> </tr> </tbody> </table> #### See Also - [Set Up Knowledge for Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_work_order_knowledge.htm&release=264.0.0&type=5 "Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.") - [Attach Knowledge Articles to Work Orders or Work Types](https://help.salesforce.com/s/articleView?id=service.fs_attach_articles.htm&release=264.0.0&type=5 "Interact with knowledge articles on Field Service work orders, work order line items, and work types.") <!-- document id=f06a368659998d599b29952f7d2b7c36bfde7a3b6eb93c2aae0a01e296891f1b url=/admin/current/en-us/service/264-0-0/knowledge_list_views.md --> # List View Considerations for Lightning Knowledge Lightning Knowledge uses the same list views as other objects in Salesforce. Learn how an article's publication status and some user permissions affect list views for Knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - List views for published, archived, and draft articles are created by default when you enable Lightning Knowledge. - If a list has no filter, all draft, published, and archived articles and all translations for an article are returned. In the Article Management tab in Salesforce Classic list views with no filter return articles in the user’s language. - User permissions control access to draft and archived articles. If you share a list view with published and draft or archived articles, users with different permissions can see different results. For example, a list view of draft and published articles shows only the published articles to a user without View Draft Articles permission. - When you select Archived in the publication status, only the last version of archived articles is returned. Previous versions of published articles don't appear. - The list view search in Lightning Knowledge is fuzzy and matches any of the search terms. For example, searching for first article returns results like second article and third article because they all contain the word article. - The Recently Viewed list view doesn't have a search bar. - You can't use inline edit in a list view in Lightning Knowledge. #### See Also - [Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5 "Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.") - [_Salesforce Help_: Create or Clone a List View in Lightning Experience](https://help.salesforce.com/articleView?id=customviews_lex.htm&language=en_US) - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") <!-- document id=71b0e2f649dcfe90e9f585be889ce2f0a56e2ff6504d7de9c7f4b5ae20a3548b url=/admin/current/en-us/service/264-0-0/voice_pt_listen_in.md --> # Listen In to a Voice Call To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d146361e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 ">To open Command Center for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 ">Salesforce Voice Contact Center Supervisor</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 ">To listen in to a voice call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 "> <p>Salesforce Voice Contact Center Rep (Partner Telephony) OR Salesforce Voice Contact Center Rep</p> <p>AND</p> <p>Salesforce Voice Contact Center Supervisor</p> <p>AND</p> <p style="margin-bottom:0;">Salesforce Voice Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146361e75 "> </td> </tr> </tbody> </table> A contact center supervisor is a user who has the Salesforce Voice Contact Center Supervisor permission set assigned to them in Salesforce. Contact center supervisors must have view access to all instances of the Voice Call record before they can listen in to voice calls. 1. To let contact center supervisors listen in to voice calls, configure their security profile in Amazon Connect. 1. From Amazon Connect, go to [Manage users](https://docs.aws.amazon.com/connect/latest/adminguide/manage-users.html), and then [Security profiles](https://docs.aws.amazon.com/connect/latest/adminguide/connect-security-profiles.html). 2. To add Listen In capabilities, reuse a [security profile](https://docs.aws.amazon.com/connect/latest/adminguide/update-security-profiles.html) or [create another one](https://docs.aws.amazon.com/connect/latest/adminguide/create-security-profile.html). Assign this profile the [permissions to monitor live conversations](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations-permissions.html). 3. To prevent Salesforce Voice users from being redirected to Amazon Connect to listen to voice calls, [turn on Enable Multi-Party Calls and Enhanced Monitoring](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-barge.html). 4. Assign this security profile to the contact center supervisor. 2. Open Command Center for Service. 3. From the Service Reps tab, expand a call, and click **Monitor**. ![Monitor action highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_monitor_call.png) 4. To monitor a call from Amazon Connect, click **Listen on AWS**. To monitor a call from Command Center for Service, click **Listen In**. Only one of these options is shown at a time, and which option is available depends on whether Multi-Party Calls and Enhanced Monitoring are enabled in Amazon Connect. #### See Also - [Enable Listen In for Supervisors](https://help.salesforce.com/s/articleView?id=service.voice_listen_in_setup.htm&release=264.0.0&type=5 "Enable supervisors to listen in to any ongoing call from Command Center for Service.") <!-- document id=94529dd0c0044f500ab960ffec6338a2f44627eb6b85ee6d827d337ec97b6bb5 url=/admin/current/en-us/service/264-0-0/afcc_sv_listen_in.md --> # Listen In to a Voice Call in Salesforce Voice To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139866e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139866e70 ">To open Command Center for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139866e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d139866e70 ">To listen in to a voice call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139866e70 "> <p style="margin-bottom:0;">Agentforce Contact Center Supervisor (Salesforce Voice) permission set. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139866e70 ">OR</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139866e70 ">Supervisor Sales Contact Center Rep permission set</td> </tr> </tbody> </table> To listen in to voice calls, contact center supervisors must have view access to reps’ Voice Call records. 1. From the app launcher, open Command Center for Service. 2. From the Service Reps tab, expand a call, and click **Monitor**. ![Click Monitor to listen in to a call.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_monitor_call.png) 3. To monitor a call, click **Listen In**. #### See Also - [Enable Listen In for Agentforce Contact Center Supervisors](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_listen_in.htm&type=5&language=en_US) <!-- document id=c970c554edf13446cd1427c938fae14eb4ecbd30156e8d90f3329043f37f10c4 url=/admin/current/en-us/service/264-0-0/afcc_sv_call_audio_player.md --> # Listen to and Collaborate on Voice Call Recordings Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d137522e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d137522e70 ">To use the call recording player:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d137522e70 "> <p>Agentforce Contact Center Supervisor (Salesforce Voice) permission set</p> <p>OR</p> <p>Agentforce Contact Center Rep (Salesforce Voice) permission set </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note A single Voice Call object is created for the entire duration of a customer call. If the call is transferred from an agent or rep to another rep, a new recording is created from the perspective of the new participant. All such recordings are mapped to the single VoiceCall object corresponding to this customer call. 1. To view the **Voice Calls** list, open the **Voice Calls** tab. 2. Alternatively, open the App Launcher, enter Voice, and select **Voice Calls**. 3. Click the **Voice Call** record for the call that you want to listen to. ![Use the Call Audio Player to listen to a call recording.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_recording.png) 1. To listen to the recording, click the **Play icon** on the Call Audio Player. 2. To fast forward or rewind by 15 seconds, click the **circular arrows**. 3. To change the playback speed, click **1x** . 4. To skip to a different part of the call recording, click the audio indicator. 5. The recording for the transfer is stored in the same voice record. To navigate between transferred calls, use Next Recording and Previous Recording. <!-- document id=22a40cebb89e06e2a9f591930755b25539e8cf543019bff26239b5f21a287503 url=/admin/current/en-us/service/264-0-0/voice_agents_listen_call_recordings.md --> # Listen to and Collaborate on Voice Call Recordings To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> If you don’t see the recording for a voice call, contact your admin to get access to the recordings. To listen to a voice call recording, you must belong to the contact center from which the recording originated unless Universal Call Recording Access is enabled. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important For data protection reasons, all users with access to Salesforce Voice call recordings must agree to being recorded. The first time a user tries to listen to a call recording or make or receive a call, they see a message asking them to agree to being recorded. If the user doesn’t agree, they can’t make or receive calls or listen to call recordings, and they’re prompted again the next time they log in. 1. To view the Voice Call list, open the Voice Calls tab. Alternatively, open the App Launcher, enter Voice, and select **Voice Calls**. ![App Launcher showing the search bar for items](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voicecall_list_view_search.png) 2. Click the Voice Call record for the call that you want to listen to. 3. To listen to the recording, click the Play icon on the Call Audio Player \[1\]. ![Call Recording Player component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_audio_player_v2.png) - To fast forward or rewind by 15 seconds, click the circular arrows. - To change the playback speed, click the **1x** \[2\]. - To skip to a different part of the call recording, click the audio indicator \[3\]. 4. To comment, click the white space above the progression bar on the call recording and enter your comment. - To view a comment, click the diamond above the progression bar. - To follow a comment thread, click **Like**. - To respond, click **Reply**. - To mention a colleague or group, enter “@” and the name. 5. You can also view, reply to, edit, and delete comments on a call recording in the Chatter Feed. Comments are created in plain text. You can’t insert or attach images, file attachments, and rich text in the comments. You can insert emoji if you reply in the Chatter Feed, but not if you reply in the Call Audio Player. To enable Salesforce and contact center users to listen to call recordings in the Call Audio Player, ensure that they have access to the recordings. If they don't have access, the Call Recording Player in the Service Console doesn’t appear. If you see the “You don’t have access to this content” error, ask your admin to check if single sign-on (SSO) is failing or timing out for you. See [Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&release=264.0.0&type=5 "To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings."). #### See Also - [Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_call_recordings.htm&type=5&language=en_US) - [Analyze Call Recordings for Insights](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5 "Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more.") <!-- document id=932b5cbd960ee812c360981c5f519c89e3550ec36768997afcba34384228b19c url=/admin/current/en-us/service/264-0-0/fs_locations_fields.md --> # Location Fields for Field Service Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Location Locations in field service can be associated with products items to track inventory stored at the location. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e78">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Close Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date the location closed or went out of service.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Construction End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date construction ended at the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Construction Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date construction began at the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">A brief description of the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Driving Directions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Directions to the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Inventory Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 "> <p>Indicates whether the location stores parts.</p> <p style="margin-bottom:0;">This field must be selected if you want to associate the location with product items.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">The <a href="https://help.salesforce.com/s/articleView?id=service.fs_location_tracking.htm&release=264.0.0&type=5" title="Set up data integration rules to ensure that service resource travel time is accurately calculated.">geographic</a> location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Location Level</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">The location’s position in a location hierarchy. If the location has no parent or child locations, its level is 1. Locations that belong to a hierarchy have a level of 1 for the root location, 2 for the child locations of the root location, 3 for their children, and so forth.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Location Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Location name. For example, Service Van #4.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Location Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 "> <p>Picklist of location types, which can be customized. By default, no value is selected. The available values are:</p> <ul> <li>Warehouse</li> <li>Site</li> <li>Van</li> <li>Plant</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Mobile Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Indicates whether the location moves. For example, a truck or tool box.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Open Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date the location opened or came into service.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Owner Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">The location’s owner or driver.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Parent Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">The location’s parent location. For example, if vans are stored at a warehouse when not in service, the warehouse is the parent location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Possession Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">The date the location was purchased.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Remodel End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date remodel construction ended at the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Remodel Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Date remodel construction ended at the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Root Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">(Read Only) The top-level location in the location’s hierarchy.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Time Zone</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Picklist of available time zones.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e78 ">Vistor Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e81 ">Lookup to an account’s or client’s address.</td> </tr> </tbody> </table> ## Address Addresses are mailing, billing, or home addresses, typically associated with a location. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e313">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e316">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 ">Name for the address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Address Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 "> <p>Picklist of address types. The values are:</p> <ul> <li>Mailing</li> <li>Shipping</li> <li>Billing</li> <li>Home</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 ">A brief description of the address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Driving Directions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 ">Directions to the address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Location Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 "> <p>The type of location associated with the address. The values are:</p> <ul> <li>Warehouse (default)</li> <li>Site</li> <li>Van</li> <li>Plant</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Parent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 ">A lookup field to the parent location .</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e313 ">Time Zone</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e316 ">Picklist of available time zones.</td> </tr> </tbody> </table> ## Associated Location Associated locations represent a relationship between an account and a location. Multiple accounts can be associated with a location; for example, a shopping mall location might be related to several accounts. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e429">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92213e432">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Account Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 ">The account associated with the location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Active From</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 ">Date and time the location starts being associated with the account.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Active To</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 ">Date and time when the location is no longer associated with the account.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Associated Location Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 ">(Read Only) Auto-generated number for the association.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Location Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 ">A lookup field to the associated location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e429 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92213e432 "> <p>Picklist of address types. The values are:</p> <ul> <li>Bill To</li> <li>Ship To</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Create Inventory Locations for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_locations.htm&release=264.0.0&type=5 "Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create locations so you can track the items stored there and restock when necessary.") <!-- document id=5dd97af2e32e2c7098acd321ec57716c5106b73d3df93961066cfe46686a978e url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_loc_usage_types.md --> # Location Usage Types Define your inventory model directly at the location level to manage your IT Asset Management (ITAM) framework. A centralized location model ensures consistent data logic for all stored items. This centralized approach simplifies inventory transfers, reduces configuration maintenance, and prevents user errors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Inventory Models The **Location Usage Type** governs inventory rollups, product transfers, and system behaviors. | Location Usage Type | Use Case | Inventory Behavior | | --- | --- | --- | | **Asset-Based** | Track deployable hardware at IT service locations. | The system automatically derives product item quantities from underlying asset records. Fields are read-only. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Serialized product tracking is the default system behavior. ## Default Asset Status Mappings In an asset-based location, the system derives product item quantities from the underlying asset records. Predefined asset statuses map to a status category and an inventory quantity rollup. You can't change these default asset status mappings. ## Select a Location Usage Type When you align data tracking with operational workflows, selecting a specific tracking model provides distinct operational benefits. - **Consistent Data Logic**: Defining the tracking model at the location level ensures uniform system logic. This centralized architecture reduces your overall configuration footprint. - **Granular Visibility**: Asset-based locations track aggregate quantity metrics on the product item record in real time. Instantly view assets on hand, in transit, allocated, on hold, or damaged. - **Transfer Integrity**: Validation rules prevent data mismatches across sites. Product transfers complete successfully when source and destination locations share tracking logic. ## Special Handling for Consumables The **Location Usage Type** applies exclusively to serialized products and assets. Non-serialized products maintain default inventory behaviors. - **Backward Compatibility**: Non-serialized consumable items track standard metrics regardless of location settings. - **Reduced Overhead**: Consumable products don’t separate asset and serialized models. This architectural distinction prevents downstream workflow disruptions. ## Mixed-Use Sites Physical facilities often store both deployable IT assets and general technician parts. Defining your tracking model at the location level ensures clean data separation between departments. This choice eliminates complex configuration tracking at the individual product level. ## Considerations for Location Usage Types To prevent system errors and data corruption, review these critical rules before you update a location: - **Inventory Rule**: Designate a stockroom or storage site as an inventory location before you run asset transactions. - **Field Restrictions**: The system locks the **Location Usage Type** after a product item links to that location. To modify tracking logic, remove all associated product items first. <!-- document id=9405bce7b6be4a05fb8399044e2a7ab682f39b2c4c7bcf7d31bd6a6cdb02d114 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_location_types.md --> # Location Usage Types Manage IT Hardware Asset Management inventory models seamlessly within a single Salesforce org. Defining the inventory model at the location level makes sure you use consistent logic for all workspace items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This centralized approach reduces maintenance and prevents user errors. The location-level usage type governs inventory rollups, product transfers, and system behaviors. This configuration maintains a strict audit trail across automated asset transitions. - **[Location Usage Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_loc_usage_types.htm&release=264.0.0&type=5)** Define your inventory model directly at the location level to manage your IT Asset Management (ITAM) framework. A centralized location model ensures consistent data logic for all stored items. This centralized approach simplifies inventory transfers, reduces configuration maintenance, and prevents user errors. - **[Configure Locations for Asset-Based Tracking](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_config_locations.htm&release=264.0.0&type=5)** Configure locations for asset-based tracking to manage internal IT assets directly without relying on serialized product models. Defining the inventory model at the location level makes sure you use consistent tracking logic and simplifies transfer workflows. - **[Considerations for Location Usage Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_location_usage.htm&release=264.0.0&type=5)** Define the inventory model at the location level to maintain consistent logic and prevent data corruption. Review these rules and validations before managing location usage types. <!-- document id=c0438a4a08b112dc6712373f732cac9d31f220c45190cd6fbb7d60d35c52bb82 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_log_issue.md --> # Log a Compliance Issue for IT Compliance Capture a compliance gap as a Compliance Issue so you can track it through remediation to closure. Specify the severity, type, and owner, and apply an entitlement to drive the resolution timeline. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d43711e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43711e74 ">To create a Compliance Issue:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43711e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **IT Compliance**. 2. Open **Compliance Issues** from the navigation menu. 3. Click **New**. 4. Enter details for the Compliance Issue, such as a Title, Description, Issue Status, Issue Owner, to capture all the necessary information to summarize the gap. 5. Choose a **Severity** of Critical, High, Medium, or Low. Severity drives SLA escalation behavior. 6. Choose a **Type** that matches the source of the gap, such as Policy, Regulations, Control, Audit, Process, or Incident. 7. In the Date Information section, set **Identified Date** to when the gap was discovered and optionally set a **Due Date** to represent a target resolution date. 8. In the Entitlement Process section, search for and select an **Entitlement** to apply an SLA policy to this issue. 9. Click **Save**. 10. Attach the proof that supports the gap from the **Notes** and **Files** related lists on the issue record. Examples include screenshots of the vulnerability, audit logs, system reports, or documentation of the non-compliance. This is the evidence that supports that the issue or gap exists. The evidence that supports remediation is added later, on the individual tasks of the action plan. Map the issue to the compliance records. See [Map an Issue to IT Compliance Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_map_issue_to_compliance_objects.htm&release=264.0.0&type=5 "Link a compliance issue to the compliance records it relates to, such as a Risk, Regulation Version, Control Version, Policy Version, or Audit, so the issue is traceable to its source for reporting and audit follow-up."). <!-- document id=9e8821004415fc71461d79cace8295a48eef1597bef4a845102f3cd02ab678df url=/admin/current/en-us/service/264-0-0/bots_service_log_conversations.md --> # Log Conversations in Bot Event Logs Use the Log Conversations setting to store conversation data from the Chat Transcript and Messaging Session objects in event logs. Then dig into bot sessions to troubleshoot your bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12306e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12306e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12306e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Bot event logs allow you to review all bot conversation activity in one place. View the event logs for a bot in the Performance area of the Bot Builder. When the Log Conversations setting is enabled, you can click any Session ID to drill down and view customer input alongside bot messages and events. When the Log Conversations setting is disabled, Message, Input, and Output values are replaced with `[logSensitiveData not allowed]`. When you create a bot, the Log Conversations setting is disabled by default. You can edit the Log Conversations setting for a bot on the Bot Overview page. 1. From the Bot Builder menu, select **Overview**. 2. In the Settings section, to edit the Log Conversations panel, click ![The Edit button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/pencil.png). 3. Select or deselect **Store Einstein Bots conversation data**. 4. To save your changes, click ![Save icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_save_checkmark.png). ![The log conversations setting on the Overview page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_log_conversations_setting.png) The Log Conversations setting applies to Einstein Bot event logs only. Conversation data from Chat and Messaging sessions is stored based on the default settings for each channel your bot is connected to. #### See Also - [Troubleshoot Your Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5 "Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.") <!-- document id=c8aa0a3bd048f2d539a49f8f1ebc087f030669ea86a08b8eccaf183e7e2e7059 url=/admin/current/en-us/service/264-0-0/wfs_mobile_deep_links.md --> # Log In Faster to the Field Service Mobile App with Deep Links Use a deep link so contractors open the Field Service mobile app with the login URL already set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Deep linking sets the login URL and shortens onboarding for contractors. Users tap the link and enter their login credentials. They open the Field Service mobile app without typing a long URL. For a reliable deep link: - Create a short server name, such as `employee`, using only letters and numbers. - Enter the site host without `http` or `https`. - Test the link before you share it. Some apps open only links that use http. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_example.png) Example This link adds a connection to a server and saves that server in the **Change Server** list. Give users this link so they can log in without repeated attempts. `com.salesforce.fieldservice://v1/login/<server_name>/<server_url>` This example sets the login URI, sends users to `https://my.site.com/contractor/login`, and saves the login record in the **Change Server** list as `employee`. `com.salesforce.fieldservice://v1/login/employee/my.site.com/contractor/login` <!-- document id=df77500dafc1bf629adc8dc4cb457a91024b6f058cbd103ae8a7a4f35011c4c3 url=/admin/current/en-us/service/264-0-0/cti_login.md --> # Log In to the Softphone Salesforce CRM Call Center requires you to first log in to Salesforce and then to log in separately to your organization's phone system. The phone system login is in the sidebar and only appears if you are assigned to a call center in Salesforce. If a phone system login does not appear, contact your administrator. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40372e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40372e55 ">To log in to Salesforce CRM Call Center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40372e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). Depending on the phone system that your organization uses, the login prompts you to enter your user ID, password, and other credentials. When you have entered these values, click **Log In** to complete the connection to your phone system. To automatically log in to your phone system without having to click the **Log In** button: 1. From your personal settings, enter Softphone in the Quick Find box, then select **My Softphone Settings**. 2. Select Automatically log in to your call center when logging into Salesforce. When you have logged in to your phone system, Salesforce remembers your login information and automatically makes a connection to your phone system whenever you log in to Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you explicitly log out of the phone system at any time while you are logged in to Salesforce, automatic login is turned off for the remainder of your Salesforce session. To re-enable automatic log in, log out of Salesforce and then log back in. After logging in to a phone system, your call center state is automatically set to Not Ready for Calls. If you want to receive calls, you must change your call center state to Ready for Calls. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") <!-- document id=48a9b11baf42c22760dfa03aafe0ec938badf425d2ae2403f28f72aa099caf9e url=/admin/current/en-us/service/264-0-0/fs_timesheets_landing.md --> # Log Working Hours on the Go Let mobile workers seamlessly track their time with the timesheets feature on the Field Service mobile app. - [Set Up Time Sheets](https://help.salesforce.com/s/articleView?id=service.fs_set_up_timesheets.htm&type=5&language=en_US) - [Time Sheets in the Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_time_sheets.htm&type=5&language=en_US) - [Expense](https://help.salesforce.com/s/articleView?id=service.fs_expense_fields.htm&type=5&language=en_US) <!-- document id=e2ccd7fa37685ab498d39b44edc1a81ea8ae8308e06258527462483b1d3444bd url=/admin/current/en-us/service/264-0-0/svc_site_lwr_guidelines.md --> # LWR Service Catalog Site Guidelines Review the provided guidelines before using the LWR framework to build your Service Catalog Site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181291e57">Feature Area</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181291e60">Guidelines</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e57 ">Site functionality</td> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e60 "> <ul> <li>The Enables Data Categories in LWR Sites setting and Manage Data Categories system permission must be enabled for you to use data categories in your site.</li> <li>The BYO (LWR) template has a standard home page that you must configure and style using standard components. Support of Service Catalog custom components and recommended styling on this page isn’t provided.</li> <li>Standard site navigation for Service Catalog isn’t available. Users can access your catalog items only through search. More information is provided in the table rows that follow.</li> <li>Catalog items without an assigned data category don’t automatically show in your catalog. They’re accessible only through search.</li> <li>Catalog items that use fulfillments with an attachment input type make the entire automation inoperable. The catalog item doesn’t show in your site.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e57 ">Component Usability</td> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e60 "> <ul> <li>The Service Catalog Grid component is available for use only on the Network Data Category detail object page.</li> <li>The Service Catalog Record Detail Component is available for use only on the Service Catalog Item Definition detail object page.</li> <li>The Service Catalog Record Detail and Service Catalog Grid (beta) components contain the standard Record Detail and Grid components respectively. Use these components to configure and style the Service Catalog components.</li> <li>The Service Catalog Grid component doesn’t list items in the same row at the same height. We recommend that you use the site-level CSS to adjust the height.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature Area" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e57 ">Network Data Category object page</td> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d181291e60 "> <ul> <li>The object page surfaces data categories in LWR sites. For Service Catalog, the page surfaces catalog items and their associated data categories in your site with the Network Data Category Detail object page variation.</li> <li>Several components are required on the page and must be configured in this page layout. We guide you through the process. See <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_pages_setup_lwr.htm&release=264.0.0&type=5" title="Create and configure the Service Catalog site pages for customers to browse your catalog.">Set Up the Service Catalog Site Pages</a>. <div><img style="width:300px;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_ndc_layout.png" alt="Network Data Category page structure and Service Catalog components layout"></div> </li> </ul> </td> </tr> </tbody> </table> <!-- document id=c39ea5ced659b1a936dc1ffe4a33a42c92fdebbee026c70073e1b0c9ed875cd8 url=/admin/current/en-us/service/264-0-0/svc_site_lwr_setup.md --> # LWR Setup Pathway Take the LWR setup pathway to set up your Service Catalog Site using the LWR framework. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up an LWR Service Catalog site, use the Build Your Own (LWR) template. This template is highly customizable where you can create advanced styling and configurations. In addition, the template supports only data categories. No other templates are supported. When you use this template, you’re provided a standard Home page that you can configure to your preferences. Automated configuration of the Service Catalog site pages and components isn’t available. You must set up all these pages and configure the components, which include: - Adding Data Categories to your Service Catalog site. - Building the Service Catalog and Network Data Category object pages and the standard Search page. - Configuring the components on these pages. Before you take the steps, make sure you: - Have data categories. See [Create a Data Category Group](https://help.salesforce.com/s/articleView?id=service.svc_dc.htm&release=264.0.0&type=5 "Data categories offer an alternative type of categorization for catalog items. Data categories are used with other Service products such as Knowledge. Organizing catalog items under a data category makes those catalog items viewable on LWR sites.") and [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&type=5&language=en_US). - Review [Find Your Way Around Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_designer_ui.htm&type=5&language=en_US). - Review [LWR Service Catalog Site Guidelines](https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_guidelines.htm&release=264.0.0&type=5 "Review the provided guidelines before using the LWR framework to build your Service Catalog Site."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Deactivate your community in the administration settings of your site. Be sure to complete all steps without interruption and then publish your site to save the changes. If you stop before completing all steps, publish your changes before leaving Experience Builder. See [Publish Your Experience Builder Site Customizations](https://help.salesforce.com/s/articleView?id=experience.community_designer_publish.htm&type=5&language=en_US). 1. **[LWR Service Catalog Site Guidelines](https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_guidelines.htm&release=264.0.0&type=5)** Review the provided guidelines before using the LWR framework to build your Service Catalog Site. 2. **[Add Data Categories to Your Site](https://help.salesforce.com/s/articleView?id=service.svc_site_dc_lwr.htm&release=264.0.0&type=5)** Make your data categories available in your LWR Service Catalog to provide an intuitive site indexing of all your catalog items, categories, and their hierarchies. 3. **[Set Up the Home Page](https://help.salesforce.com/s/articleView?id=service.svc_site_home_page_lwr.htm&release=264.0.0&type=5)** The BYO (LWR) template contains a standard Home page that is optional to configure if you want to display your catalog items that are set as featured. 4. **[Set Up Your Site Navigation Menu](https://help.salesforce.com/s/articleView?id=service.svc_site_nav_menu_lwr.htm&release=264.0.0&type=5)** Add a site menu tab for Service Catalog to provide users quick access to browse your catalog items. 5. **[Set Up the Search Page](https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_search.htm&release=264.0.0&type=5)** Build a standard search page and configure a search bar for your customers to search for catalog items in your site. 6. **[Set Up the Service Catalog Site Pages](https://help.salesforce.com/s/articleView?id=service.svc_site_pages_setup_lwr.htm&release=264.0.0&type=5)** Create and configure the Service Catalog site pages for customers to browse your catalog. 7. **[Change the Data Category Path Shown in Your Site](https://help.salesforce.com/s/articleView?id=service.svc_site_dc_path.htm&release=264.0.0&type=5)** Use Salesforce Workbench to edit the default data category path customers see when they’re browsing your Service Catalog site. <!-- document id=3ddc3098b53cf541a0ca83a75403b6be9635895565b3408f3ec5f064789bba31 url=/admin/current/en-us/service/264-0-0/macros_considerations_lex.md --> # Macros Considerations in Lightning Experience Learn how macros can impact you and your users in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## General Considerations ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Macros created in Salesforce Classic display in the macro utility in Lightning Experience only when their object and macro instructions are supported in Lightning Experience. For example, a macro created in Salesforce Classic that attaches a Knowledge article to a case email doesn’t display in the macro utility in Lightning Experience because that action isn’t supported yet. However, a macro created in Salesforce Classic that uses the Log a Call action on a case does display in the macro utility in Lightning Experience. Likewise, you can’t use macros created in Lightning Experience that include instructions that are only available in Lightning Experience in Salesforce Classic. Macros in Lightning Experience work on all objects that allow quick actions and have a customizable page layout. However, we recommend that you don’t use macros with the following items. - Read-only fields - Encrypted fields - Opportunity products - Crew Size field on the Service Crew object - Social quick action in the case feed publisher provided with Social Customer Service Limitations for Macros in Lightning Experience: - Email message objects (not to be confused with the Email action, because macros work fine there) aren’t supported - Knowledge articles can't be inserted into Macros - Macros don’t run when launched from a record’s Details tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When you run a macro that sends an email with attachments, the macro fails. A pop-up window asks you to confirm sending the email and attached files. Click the option to avoid showing the pop-up message again. Then rerun the macro to send the email and attachments. Keep the following things in mind when enabling folders for macros. - You can enable and disable **Share and organize macros in folders**, but we recommend that you don’t. After it’s enabled, only switch back if you must. - After you enable folders, the Share button on macro records in Salesforce Classic is disabled for records that are assigned to a folder. - To create and manage folders, you can also use the [Analytics Folder API](https://developer.salesforce.com/docs/atlas.en-us.api_analytics.meta/api_analytics/analytics_api_folders_reference_resource.htm). - Folders for macros aren’t supported in Essentials Edition orgs. - Verify that your macro page layout includes the Folder field. - After enabling **Share and organize macros in folders**, you might not see the updated list view that shows folders. To see the updated view, choose a different navigation item and then go back to macros. - We recommend that you don’t use split view for macros. After folders are enabled, split view displays the folder list view, which isn’t optimized for split view. - The macros browser panel supports up to 2000 macros and folder records. ## Considerations for Creating and Working with Macros - Macros are a standard object. If your org has org-wide public sharing, all macros are shared. If org-wide sharing is private, you can share macros with groups, roles, and users manually. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can share only individual macros in Salesforce Classic. In Lightning Experience, you can share macros using a folder. - Macros only work with self-related records and don't support components that point to other objects - Administrators manage prebuilt macros. If you want your service reps to use these Macros, give them at least read access and share the following folders: - Macros folder - Basic Macros - Quick Text folder - Sample Quick Texts 2 - In most text fields, you can insert up to 4,000 characters. Some text fields, like Text Area, have smaller character limits. - If you use quick text in text fields, keep in mind that quick text channels aren’t observed in macros. For example, let’s say you set up quick text to be used only on one channel, such as email. When the quick text is in a macro, it can also be used on actions like Log A Call. - You can’t use Salesforce Classic email templates that use Visualforce in macros for Lightning Experience. - You can apply more than one email template. For example, you can use the Subject of one email template and the Body of another. If an email template is updated, the macro uses the updated template. - Macros that apply Lightning email templates that use Handlebars Merge Language (HML) syntax can't be used in Salesforce Classic. - The Mobile Smart Actions quick action can’t be used with macros for Lightning Experience. . - You can attach files to emails in your macro. Keep in mind that Salesforce has two types of attachments: ones uploaded in Salesforce Classic and ones uploaded in Lightning Experience. If the attachment was uploaded in Salesforce Classic, add it to a Salesforce Classic template and then apply that template to the macro. The same applies to Lightning Experience. Add the attachment to a Lightning email template, or click **Insert Attachment**. - Before using macros created with Insert at Cursor actions, remember to initialize the cursor where you want the text added. If not, the macro inserts at the beginning of the field. - You can create macros with relative times and dates for Time, Date, and DateTime fields only in Lightning Experience. - You can create macros with conditional instructions only in Lightning Experience. These macros use logical expressions that determine which instructions execute. - The macros utility doesn’t support pop-out. - To use the **Close Case** macro, go to **Support Settings** and check **Show Closed Statuses in Case Status Field** in the Setup page to allow closed statuses in the Case Status field. - Macros have a 10-second timeout error. If the instruction is still in progress, feel free to wait or click **Retry**. - Macros support only tab-based actions and aren’t supported in the [Dynamic Activity Composer](https://help.salesforce.com/s/articleView?id=release-notes.rn_sales_productivity_activity_composer.htm&release=242&type=5&language=en_US). To use macros, switch to the Tabbed Activity Composer. <!-- document id=29c842daf3f17ec92d76e37f12cd0cf0188be60409edf17108d623bdcc6248e1 url=/admin/current/en-us/service/264-0-0/macros_utility.md --> # Macros Utility for Lightning Apps The Macros utility lets you complete repetitive tasks in a single click. You can add the Macros utility to any Lightning app, including apps with standard navigation and console navigation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> Users can create and run macros from the utility. ![Screen shot of the Macros utility in a Lightning app.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/macros_utility.png) Keep these things in mind when working with the utility. - If your org enables **Share and organize macros in folders**, the utility looks a bit different because folders are displayed. - In Lightning Experience, macros are supported on all standard objects except Campaign, and on custom objects that allow quick actions and have a customizable page layout. - Bulk macros aren’t supported in Lightning Experience. - This utility doesn’t support pop-out. <!-- document id=86752b3d338f6c258480174726feec65bbc278c3c9c5b85c019814a028fc8a3b url=/admin/current/en-us/service/264-0-0/bots_service_maintain_conversation_quality.md --> # Maintain Chatbot Conversation Quality The best industry chatbots include graceful solutions to error handling. Einstein Bots has many features to ensure data quality without creating frustration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The human brain self-corrects. For example, when we forget to include the @ symbol in an email address, our brain recognizes that something is wrong and seeks a solution. Conversely, the bot relies on features to get the correct information, or rules to determine when it's the best time to hand off to a service rep. Sometimes it can be a challenge to teach our bot to be so agile, but Einstein Bots offer a number of ways to get there. Plan to make generous use of the following when building your bot, to ensure your customers have a great conversation: - [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input."): This feature handles recognition errors, or when the bot doesn’t understand the input that it received. Conversation Repair allows the bot to gracefully ask the customer to try their input again with correct formatting, and then to either move on to the next dialog step or keep asking until the variable is filled. - Validation: This feature helps the bot stay away from contextual errors, such as entering a date in an incorrect format, or entering a date that occurs in the past. - [Error Rules](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly."): This method, which is in the Dynamic Choice section of the Question Dialog Element, covers potential system errors in a Flow or an Apex error. It guides the bot to a graceful solution. <!-- document id=28a9b2c047a19d2f5299052cb106142a4a7e3978b4b4900b5ef531c808dc52b1 url=/admin/current/en-us/service/264-0-0/messaging_wa_contact_book.md --> # Maintain Conversation Continuity with Meta Contact Book for Service WhatsApp Meta Contact Book helps maintain the association between a WhatsApp user’s BSUID and phone number. When both identifiers are available, Salesforce can more reliably match incoming messages to an existing messaging user and preserve conversation continuity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Why Use Contact Book? Meta includes the user’s BSUID in WhatsApp message webhooks. Whether Meta also includes the user’s phone number depends on the user’s interaction history and whether the user is in your Contact Book. If a user is in your Contact Book, Meta includes both the BSUID and phone number in webhook payloads, including after the user adopts a username. Salesforce can use the phone number to match the user to an existing MessagingEndUser record and maintain conversation history. Without the Contact Book, Meta can stop including the phone number after the applicable 30 day interaction period. Salesforce may then receive only the BSUID. If Salesforce cannot associate that BSUID with an existing MessagingEndUser record, the user’s messages can be associated with a separate record, resulting in fragmented conversation history. Contact Book is provided and hosted by Meta, and no Salesforce integration work is required. Meta adds a user’s phone number and BSUID to the Contact Book when your business sends a message or makes a call to the user’s phone number, or receives a message or call from that phone number. Contact Book is enabled by default. We recommend confirming that it remains enabled in WhatsApp Business Manager. [Learn more about Contact Book in Meta’s documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-scoped-user-ids/#contact-book). ## How does a BSUID relate to a Username in Meta? A user can optionally add a username that displays in place of a phone number in the customer-facing app. It's a privacy tool. On the back-end, the phone number is still associated with a BSUID as the two unique identifiers that maintain conversation continuity. If a user doesn't add a username, they'll still be associated to a BSUID. Changing a user's username won't affect the BSUID and phone number connection. ## What Features Did Salesforce Build for BSUID? While BSUIDs and Contact Books are Meta features, Salesforce has added a new MessagingExternalUserKey field to the MessagingEndUser object to store a BSUID. The user’s phone number is still stored in the MessagingPlatformKey field on the same object. Both fields are auto-populated and stored in Salesforce after Meta shares the inputs. [Learn more about the MessagingEndUser fields for this feature](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm). <!-- document id=0fef57a820741558d69d135b64aee2069d95a39fbbcf078f19ccfa1860660ef5 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_dual_ledgers.md --> # Maintain Inventory Data Integrity by Using Automated Dual Ledgers Automated dual ledgers maintain inventory data integrity across your organization. A double-entry transaction engine automatically tracks asset movements and balances stock records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Dual ledgers provide key operational capabilities: - **Separate Stock Views:** Separate physical stock movements from state adjustments to track inventory transitions clearly. - **Complete Auditability:** Preserve complete auditability to support financial reconciliations and compliance investigations. - **[Inventory Transaction Audit Trail](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_txn_audit.htm&release=264.0.0&type=5)** Maintain data integrity and visibility across asset-based inventory by using an automated double-entry transaction engine. By separating physical stock movements from state-bucket changes, IT Hardware Asset Management tracks inventory transitions while preserving auditability for finance reconciliations and compliance investigations. - **[Inventory Transaction Triggers and System Limits](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_txn_triggers.htm&release=264.0.0&type=5)** Review lifecycle rules, record creation logic, and system boundaries for the inventory transaction engine in IT Asset Management. <!-- document id=6c6745912377569e2b10776b92f197192f3fd0490f3529fa97f392fdb613d33c url=/admin/current/en-us/service/264-0-0/voice_ac_maintain.md --> # Maintain Your Contact Center Follow these steps to keep your contact center and contact flows up to date. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Edit Contact Center Details](https://help.salesforce.com/s/articleView?id=service.voice_flex_edit_cc.htm&release=264.0.0&type=5)** Use the Edit option in the contact center details page to edit the contact center details. - **[Create or Update Your Contact Flows](https://help.salesforce.com/s/articleView?id=service.voice_ac_update_contact_flows.htm&release=264.0.0&type=5)** Sample contact flows are available in GitHub. <!-- document id=0cbada896d1026d3f8576537cc400f24c1112e19de19e8dbd9661bb27136a1d8 url=/admin/current/en-us/service/264-0-0/voice_setup_cc_manage_parent.md --> # Maintain Your Contact Center Keep your contact center running optimally. Use the latest version of contact center components and, as needed, delete customers’ personal identifiable information (PII) from your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Manage Your Contact Center in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_manage.htm&release=264.0.0&type=5)** Quickly access the Amazon Connect settings page for your contact center. To log in to Amazon Connect, you need the username and password for your Amazon Connect instance. - **[Dissociate Voice Call Recordings from Voice Call Records](https://help.salesforce.com/s/articleView?id=service.voice_dissociate_voice_call_recording.htm&release=264.0.0&type=5)** Keep your Voice Call record pages tidy by disconnecting voice call recordings you no longer need from their associated voice calls. - **[Delete Voice Call Customer Data](https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&release=264.0.0&type=5)** Delete customers’ personal identifiable information (PII) from your Salesforce Voice (formerly Service Cloud Voice) contact center. <!-- document id=266587b4498912f9c13e5a2b8f05962703a3877afca5c63720a5ab5392bb97b4 url=/admin/current/en-us/service/264-0-0/voice_managed_eca.md --> # Maintain Your Managed External Client App When you create a contact center, Salesforce automatically generates a managed external client app (ECA) to handle your SAML single sign-on (SSO) authentication. Because Salesforce manages this external client app as part of your contact center provisioning, you can’t access or edit it from the External Client App Manager in Setup. Instead, manage all settings and policies for this app from your contact center settings. ### Required Editions When you refresh a sandbox and recreate your contact center, manage the profiles or permission sets from the **Contact Center Details** page. This is because only packaged external client apps are copied to the sandbox during a sandbox refresh. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US&type=5" target="_blank">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d11893e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11893e71 ">To view the Amazon Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11893e71 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11893e71 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11893e71 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For Voice that’s manually integrated with your Amazon Connect instance by importing the contact center definition file, you can edit the local external client app only from the External Client Apps Manager. See [Create Local External Client App for Manually Integrated Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_create_connected_app.htm&type=5&language=en_US). To view or edit the settings for your managed external client app: 1. From Setup, in the Quick Find box, enter `Voice`, and then select **Voice Settings**. 2. Click the name of your contact center to open the Contact Center Details page. From the Contact Center Details page, manage these external client app configurations: - SAML Policies: Update your authentication settings, such as the Entity URL, ACS URL, Issuer, and identity provider certificates. - Custom Attributes: Edit the values for specific custom attributes, such as the RoleSessionName attribute used in the custom username format of contact center users. - App Policies: Assign or remove user profiles and permission sets to control which users can log in to the contact center and your telephony provider. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you use Salesforce Contact Center with Amazon Connect (SCC-AC) and rely on connected apps, contact Salesforce Support to enable the **Allow creation of connected apps** org setting to create new connected apps. Existing SCC-AC connected apps continue to work and can be installed in new orgs via the SCC-AC package installation. For more information, see [this page](https://help.salesforce.com/s/articleView?id=005228017&type=1&language=en_US). <!-- document id=d2c1fe4f431d4d9f3480da115db72ddf56972dc225fabaf40ebce9601badb77c url=/admin/current/en-us/service/264-0-0/reply_rec_maintain.md --> # Maintain Your Recommended Replies After your Einstein Reply Recommendations model is activated, you can pause recommendations if you need to. You can also update, delete, and customize access to your published replies so they continue to meet your needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93978e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93978e58 ">To publish and manage replies, you need:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93978e58 ">Create on quick text AND Manage Replies for Einstein Reply Recommendations AND View Setup and Configuration</td> </tr> </tbody> </table> ## Manage Published Replies and Create Replies Edit or delete published replies on the Quick Text tab. From the App Launcher, click **Quick Text** in the items list. Your changes take effect when you save them. You don’t need to pause recommendations to publish replies or manage published replies. See [Review and Publish Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_publish.htm&release=264.0.0&type=5 "After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps."). After the initial build, you can check for new reply templates on-demand. On your model’s settings page, select the **Reply Candidates** tab, and then select **Check for New Replies**. Einstein analyzes your latest chat transcripts and suggests new replies. ![Check for New Reply Candidates highlighted under the Reply Candidates tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recommendations_generate_replies.png) You can also edit or add replies from the Quick Text tab at any time. Select **Include in reply recommendations** on the quick text record, and share the quick text folder with service reps for them to see it as a recommended reply. ## Address Duplicate Replies Duplicate replies can occur if: - A reply was published to quick text multiple times. - Highly similar replies weren’t edited or removed during publishing. - You created a new quick text reply for Einstein to recommend, and it’s similar to one that was published. - A service rep has access to multiple quick text folders with matching replies. To address duplicate replies, delete or edit the duplicates from the Quick Text tab. If you save your replies in multiple quick text folders and intentionally add the same reply to two folders, verify that the service rep seeing duplicate replies doesn’t have access to both folders. ## Pause Reply Recommendations To stop showing recommendations to service reps for any reason, click **Pause Recommendations** on the Einstein Reply Recommendations Setup page. ![Pause Recommendations button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_blue_activated.png) For example, if you update a business policy, pause recommendations to remove or update replies that reflect your old policy. During this time, the Einstein Replies component in the console indicates that recommendations are paused. Changes to quick text records go into effect immediately, so if the updates you’re making are minor, you probably don’t need to pause recommendations. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you disable the Einstein Reply Recommendations feature rather than pausing it, reply recommendations stop, and the Einstein Replies component disappear from page layouts. Published replies are still available as quick text records. If you enable the feature again, any previously generated replies are still visible on the Einstein Reply Recommendations Setup page. <!-- document id=f5ec04aeb6400c3880cac55cfaab1aad4fe1366487976afd48329de08102124b url=/admin/current/en-us/service/264-0-0/es_maintaining_employee_enablement_programs.md --> # Maintaining Employee Enablement Programs To manage the quality of your employee enablement programs over time, you can clone existing programs, remove users, unpublish programs, or edit programs you already published. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Maintaining Enablement Programs](https://help.salesforce.com/s/articleView?id=sales.enablement_unpublish_unassign.htm&type=5&language=en_US). <!-- document id=fb22a03d79a6493548b334297906dce192d125f81af99b23136ad854b46edbfc url=/admin/current/en-us/service/264-0-0/fs_maintenance_fields.md --> # Maintenance Plan Fields Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Maintenance Plan Maintenance plans let you define how often maintenance visits occur and mass-generate work orders for future visits. Maintenance plans can be associated with accounts, work types, assets (creating records known as maintenance assets), locations, and service contracts. The Frequency and Frequency Type fields began their phased retirement in Summer ‘22. To prepare for this retirement and take advantage of updated features, migrate your frequency and frequency type data to maintenance work rules. The retired frequency fields impact work order generation. Complete migration as soon as possible to avoid being impacted by this change. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49743e78">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49743e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The associated account, which typically represents the customer receiving the maintenance service.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Auto-generate work orders</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">Turns on auto-generation of work order batches for a maintenance plan and prohibits the manual generation of work orders via the Generate Work Orders action. If this option is selected, a new batch of work orders is generated for the maintenance plan on the next suggested maintenance date* listed on each maintenance asset, or on the maintenance plan if no assets are included. If a Generation Horizon is specified, the date of generation is that many days earlier.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Contact</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The associated contact.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Date of the first work order in the next batch</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>The suggested date of service for the first work order, not the date the work order is created. This date corresponds to the work order’s Suggested Maintenance Date. You can use this field to enforce a delay before the first maintenance visit, for example, where you want monthly maintenance to begin one year after the purchase date. </p> <p>For example, if you want the first maintenance visit to take place on May 1, enter May 1. When you generate work orders, the earliest work order lists a Suggested Maintenance Date of May 1. And the dates on the later work orders are based on the Generation Timeframe and Frequency settings.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Maintenance assets also list a date of the first work order in the next batch, which is initially inherited from the maintenance plan. If the plan has maintenance assets, this date auto-updates on the maintenance assets after each batch is generated. However, it doesn’t update on the maintenance plan itself because batch timing is calculated at the maintenance asset level. If the plan doesn’t have maintenance assets, this date auto-updates on the maintenance plan after each batch is generated.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">A brief description of the plan.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The last day the maintenance plan is valid.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Frequency</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">(Optional) Amount of time between the plan’s work orders. The unit is specified in the Frequency Type field.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Frequency Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>(Optional) The unit of frequency:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> <p style="margin-bottom:0;">For example, to perform monthly maintenance visits you need a work order for each visit, so enter 1 in Frequency and select Months.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Generate new batch upon completion</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>If this option is selected, a new batch of work orders isn’t generated until the last work order generated from the maintenance plan is completed. A work order is considered completed when its status falls into one of the following status categories: Cannot Complete, Canceled, Completed, or Closed.</p> <p style="margin-bottom:0;">If a maintenance plan covers multiple assets, work orders are generated per asset. If a maintenance asset’s final work order is completed late, its work order generation is delayed, which causes a staggered generation schedule between maintenance assets.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Generation Horizon (Days)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The next batch of work orders is generated this number of days before the maintenance plan’s Date of the first work order in the next batch. A generation horizon of 5 means that the new batch of work orders is generated 5 days before the maintenance asset’s or maintenance plan’s next suggested maintenance date*. If there are no assets, the new batch is generated on the next suggested maintenance date*. The generation horizon must be a whole number.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Generation Timeframe</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">(Required) How far in advance work orders are generated in each batch. The unit is specified in the Generation Timeframe Type field.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Generation Timeframe Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>(Required) The generation timeframe unit:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> <p style="margin-bottom:0;">For example, to generate 3 months’ worth of work orders at a time, enter 3 in Generation Timeframe and select Months.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">Where the service takes place.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Maintenance Plan Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">(Read Only) An auto-assigned number that identifies the maintenance plan.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Maintenance Plan Title</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">A name for the maintenance plan.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Maintenance Window End (Days)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">Days after the suggested service date on the work order that its service appointment can be scheduled.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Maintenance Window Start (Days)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>Days before the suggested service date on the work order that its service appointment can be scheduled.</p> <p style="margin-bottom:0;">The maintenance window start and end fields affect the Earliest Start Permitted and Due Date fields on the maintenance plan’s work orders’ service appointments. For example, if you enter 3 for both the maintenance window start and end, the Earliest Start Permitted and the Due Date is 3 days before and 3 days after the Suggested Maintenance Date on each work order. If the maintenance window fields are left blank, the service appointment date fields list their work order’s suggested maintenance date.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">Maintenance plan owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Service Appointment Generation Method</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">How service appointments are generated when more than one asset is associated with the maintenance plan and work order generation method is <strong class="uicontrol">One work order line item per asset</strong>. Choices are one service appointment for the parent work order or one service appointment for each work order line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Service Contract</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The service contract associated with the maintenance plan. If any child maintenance asset is associated with a contract line item from the service contract, the service contract can’t be updated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The first day the maintenance plan is valid.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Work Order Generation Method</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">How work orders are generated when more than one asset is associated with the maintenance plan. Choices are one work order for each asset or one parent work order and work order line items for each asset.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Work Order Generation Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 "> <p>(Read Only) Indicates whether work order generation is:</p> <ul> <li>needs review</li> <li>no work order generated</li> <li>completed</li> <li>unsuccessful</li> </ul> <p style="margin-bottom:0;">You can generate only one batch at a time.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e78 ">Work Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e81 ">The associated work type. Work orders generated from the maintenance plan inherit its work type’s duration, required skills and products, and linked articles. Maintenance assets covered by the plan use the same work type, though you can update them to use a different one.</td> </tr> </tbody> </table> ## Maintenance Asset A maintenance asset is a part or product covered by the maintenance plan. The Assets related list on the maintenance plan lists all covered assets. An asset can be covered by multiple maintenance plans. | Field Name | Description | | --- | --- | | Asset | Asset associated with the maintenance plan. | | Contract Line Item | Contract line item associated with the maintenance asset. This field can only list a contract line item that is associated with the asset, and whose parent service contract is associated with the parent maintenance plan. | | Date of the first work order in the next batch | The suggested date of service for the first work order, not the date the work order is created. This date corresponds to the work order’s Suggested Maintenance Date. If left blank when the maintenance asset is created, this field inherits its initial value from the related maintenance plan. It auto-updates after each batch is generated. | | Maintenance Asset Number | (Read Only) An auto-assigned number that identifies the maintenance asset. | | Maintenance Plan | Maintenance plan associated with the maintenance asset. | | Work Type | Work type associated with the maintenance asset. Work orders generated from the maintenance plan inherit its work type’s duration, required skills and products, and linked articles. Maintenance assets covered by the plan use the same work type, though you can update them to use a different one. | ## Maintenance Work Rule A maintenance work rule is associated with a maintenance plan or maintenance asset and defines the frequency at which a maintenance task is performed on the asset. An asset can have multiple maintenance work rules. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you encounter problems with text wrapping in Recurrence Pattern, update your Density Setting from Compact view to Comfy view. [Tell me more](https://developer.salesforce.com/blogs/2018/08/new-density-settings-for-the-lightning-experience-ui-in-winter-19). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49743e471">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49743e474">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Date of the first work order in the next batch</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The suggested date of service for the first work order, not the date the work order is created. This date corresponds to the work order’s Suggested Maintenance Date. If left blank when the maintenance rule is created, this field inherits its initial value from the related maintenance asset. It auto-updates after each batch is generated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Maintenance Asset</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The asset associated with the maintenance plan.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Maintenance Work Rule Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">(Read Only) A name assigned to this maintenance work rule in the format MWR-nnnn.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Maintenance Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">Maintenance plan associated with the maintenance asset.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Maintenance Work Rule Title</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The title of this work order rule.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Maintenance Work Rule Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 "> <p>The type of maintenance work rule:</p> <ul> <li>Calendar-based (default): uses a recurrence pattern</li> <li>Criteria-based: uses a recordset filter criteria that defines conditions</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Generate on a Floating Schedule</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 "> <p>Generates work orders based on a floating, not fixed, cadence. </p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> To display this field, from Setup enter Field Service Settings and select <strong class="uicontrol">Update the work order generation based on the completion date of the previous work order.</strong></div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The maintenance work rule owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Parent Maintenance Plan Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The maintenance plan this work rule applies to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Parent Maintenance Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The maintenance asset this work rule applies to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Recordset Filter Criteria Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The recordset filter criteria associated with this maintenance work rule.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Recurrence Pattern</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">For calendar-based rules, how frequently the event occurs during the selected time period. Recurrence pattern is defined on Maintenance Work Rules.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Sort Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">The sort order that applies to this work order rule.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e471 ">Work Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d49743e474 ">Work type associated with the maintenance work rule. Work orders generated from the maintenance work rule inherit its work type’s duration, required skills and products, and linked articles.</td> </tr> </tbody> </table> \* The field label for the next suggested maintenance date on maintenance plans and maintenance assets is Date of the first work order in the next batch. #### See Also - [Set Up Field Service Maintenance Plans](https://help.salesforce.com/s/articleView?id=service.fs_create_maintenance.htm&release=264.0.0&type=5 "Create Field Service preventive maintenance plans for assets so your customers never miss a beat. With maintenance plans you define how often maintenance visits occur and generate work orders for future visits.") - [Guidelines for Generating Work Orders from a Maintenance Plan](https://help.salesforce.com/s/articleView?id=service.fs_generate_work_orders_plan.htm&release=264.0.0&type=5 "Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn how to generate work orders from a maintenance plan.") <!-- document id=b67ae41d9613b3f84fc690ac656ede51e43f52bc9ada9c53097cf9f07d262f3d url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_major_inc_lifecycle.md --> # Major Incident Lifecycle for IT Services Learn how a major incident progresses through key stages and how it can be demoted when the impact is reduced. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> A major incident typically progresses through these review states: - Proposed: The fulfiller submits the incident for consideration as a major incident. This state is also called a major incident candidate. - Approved: The major incident manager reviews and accepts the incident as a major incident. - Rejected: The major incident manager rejects the incident. If there’s a business need, fulfillers can propose it again as a major incident. - Demoted: The major incident manager demotes the incident back to a standard incident when it no longer requires major incident handling. When an incident is first created, the Is Major Incident and Major Incident Comment fields are empty. If an incident fulfiller identifies an incident that critically affects business operations, they can propose it as a major incident. After the fulfiller proposes the incident, the major incident status changes to Proposed. The major incident manager reviews the justification and either approves or rejects the proposal. - If approved, the system updates status to Approved, sets the Is Major Incident value to Yes, and manages the incident through the major incident process. If the impact is reduced later, the major incident can be demoted back to a standard incident. - If rejected, the system updates the status to Rejected, and the incident continues through the regular workflow. - If demoted, the system updates the incident so it's no longer treated as a major incident. Use the Major Incident Status Comments field to document key details, such as the decision rationale, investigation updates, or resolution notes. This maintains transparency across teams and provides a chronological record of actions taken. After handling and verifying the issue, the major incident manager closes the incident. If your admin sets up notifications, predefined notifications keep stakeholders such as employees and internal teams informed about major incidents. Notifications show progress through these stages. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). ## Major Incident Timeline The Major Incident Timeline provides a chronological record of a major incident's lifecycle stages, including when the incident is proposed, approved, rejected, or demoted. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81475e142">Date and Time </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81475e145">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81475e148">Major Incident Status</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Date and Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e142 ">September 15, 2025, 9:00 AM</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e145 ">Julian, an IT fulfiller, identifies a network outage affecting payment systems and proposes incident INC0005678 as a major incident.</td> <td data-label="Major Incident Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e148 ">Proposed</td> </tr> <tr class=""> <td data-label="Date and Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e142 ">September 15, 2025, 10:00 AM</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e145 "> <p style="margin-bottom:0;">Sarah, the major incident manager, reviews the proposal and notes that further investigation is required to confirm the impact.</p> </td> <td data-label="Major Incident Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e148 ">Rejected</td> </tr> <tr class=""> <td data-label="Date and Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e142 ">September 15, 2025, 3:00 PM</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e145 ">After continued monitoring confirms that the outage extends to additional system, Julian resubmits the incident. Sarah approves the proposal, and the incident is managed through the major incident process.</td> <td data-label="Major Incident Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e148 ">Approved</td> </tr> <tr class=""> <td data-label="Date and Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e142 ">September 15, 2025, 6:00 PM</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e145 ">After the impact is reduced, Sarah demotes the incident to a standard incident.</td> <td data-label="Major Incident Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d81475e148 ">Demoted</td> </tr> </tbody> </table> <!-- document id=8b51bc7cb72dbd9ba9df4a330c2714fe9de1332518429a8094420d344ddf5605 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_major_incidents.md --> # Major Incident Management for IT Services A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down. ### Required Editions The Major Incident Management process helps organizations to quickly identify, evaluate, and prioritize critical issues that require broader attention and coordination. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Major Incident Lifecycle for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_inc_lifecycle.htm&release=264.0.0&type=5)** Learn how a major incident progresses through key stages and how it can be demoted when the impact is reduced. - **[Propose Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_propose_maj_inc.htm&release=264.0.0&type=5)** Identify incidents that have a critical impact on the business and propose them as potential major incidents. - **[Review Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_review_maj_inc.htm&release=264.0.0&type=5)** Review proposed major incidents and approve or reject them based on business needs. - **[Promote Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_promote_maj_inc.htm&release=264.0.0&type=5)** Promote an incident to a major incident directly from the Incident record page. - **[Demote Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_demote_maj_inc.htm&release=264.0.0&type=5)** Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page. <!-- document id=59d8e589b2365f187103cbf5b4c7fc378041e8a9540f6fe7957186c80e475683 url=/admin/current/en-us/service/264-0-0/cti_makingacall.md --> # Make a Call Using the Softphone In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6860e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6860e62 ">To make a call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6860e62 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). While on a call, you can also make a call on a second phone line by clicking **New Line**. The new line allows you to enter a new phone number while remaining connected to your original caller. When you click **Dial**, your original call is placed on hold, and your new call begins. If you make a call while your call center state is set to Ready for Calls, your state moves directly to Not Ready, and you must enter Not Ready reason codes. To end a call that you dialed, click **End Call**. Some phone systems don't allow you to end a call from a softphone before it is answered. In these cases, an **End Call** button isn't displayed, and you must use your physical phone set to terminate the call. If a number you dial is busy, a message appears and you can dial again or cancel the call. ## Dial a Number Manually Make a call in Salesforce CRM Call Center by manually dialing a number. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). 1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line. 2. Enter the phone number that you want to dial by clicking the number buttons on the dial pad, or by typing numbers on your keyboard. 3. Click **Dial** or press the Enter key on your keyboard. ## Use the Call Center Directory Make a call in Salesforce CRM Call Center using the call center directory. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). 1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line. 2. Click ![Lookup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/lookup20.gif) next to the dial pad to open your call center directory. 3. Use the directory to locate the number that you want to dial. 4. When you have found the number, click the name associated with the number to automatically enter the number into the dial pad. 5. Click **Dial** or press the Enter key on your keyboard. ## Use Click-to-Dial Make a call directly from the phone field of a contact, lead, activity, or account using Salesforce CRM Call Center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). 1. Locate the number that you want to dial in a contact, lead, activity, or account. 2. Click the phone button to the right of the number. The number is automatically dialed in the first open softphone line. The phone button does not appear next to fax numbers. And, a number that has already been clicked can't be clicked again for five seconds. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Make a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5 "In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.") <!-- document id=4506c94565e34eb6c11fcb58650e3205bf84533e758e52dc62d82e209cb3c53e url=/admin/current/en-us/service/264-0-0/cti_confcall.md --> # Make a Conference Call Using the Softphone Initiate a conference call with another call center user or an outside phone number. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33846e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33846e55 ">To initiate a conference call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33846e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To initiate a conference call with another call center user or an outside phone number: 1. While on a call, click **Conference** in the softphone line that is active. Your caller is automatically put on hold and a new dial pad becomes active. 2. Use the dial pad, your keyboard, or the phone directory to enter the phone number of the person who you want to include in the conference. 3. Click **Initiate Conference**. Your first caller remains on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call. 4. When you’re connected with the second caller and are ready to start the conference, click **Complete Conference**. The second caller joins the first on your original phone line and all three of you can speak freely to one another. If you no longer want to conference the call after dialing the second number, click **Cancel Conference** to hang up on the second caller and return to your original caller. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note - If you click **Hold** while on a conference, your line becomes mute but other conference participants can still speak to one another. - Some phone systems limit the number of callers who can be conferenced on a single line. See your administrator for details. #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Put a Caller on Hold Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_holdcall.htm&release=264.0.0&type=5 "Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking.") <!-- document id=5aff87edf820fd3366aee471752fed07c7f70b4da11ad87c873b4ba0a7da1ff2 url=/admin/current/en-us/service/264-0-0/afcc_sv_make_call.md --> # Make and Answer a Call in Agentforce Contact Center Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75030e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75030e70 ">To make and answer calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75030e70 "> <p>Agentforce Contact Center Rep (Salesforce Voice) permission set. </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> Make sure that you have a phone number with outbound voice capability and set the number as [your default Caller Line Identifier](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_cli.htm&release=264.0.0&type=5 "Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel.") (CLI). 1. To dial out, first set your status to either Online for All or Voice Online. ![Set status to show the rep is available.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_update_status.png) 2. There are a few ways to dial out to connect with users. From the Omni-Channel widget, use the keypad to dial a number manually and then click **Call**.Copy and paste a number into the dial pad, and click **Call**. ![Make a phone call from the utility.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_dial_out.png) 3. Click the phone number in a phone field of a contact, lead, activity, or account. Not all numbers are enabled for click-to-call. To check if a number is enabled for click-to-call, look for the phone icon at the beginning of the number. ![Check for the phone icon to call the number](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_phone_icon.png) 4. You can answer calls coming from a PSTN number or WhatsApp. From the Omni-Channel widget, go to Inbox and click the checkmark to answer the call. To know which channel the call is coming from, see the icon in the call message. ![Answer a call and know which channel it comes from.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_answer_call.png) 5. To put a caller on hold, click the Pause button. When you’re ready to resume the call, click the Play button. ![Pause and Play buttons to put a call on hold.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_hold_call1.png) 6. Call recording begins when the call is connected to a rep or based on what you’ve configured in your org settings. To configure call recording, see [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5 "Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions."). To pause the recording, click the recording button. Recording is paused across all segments of the call, and remains paused till it is manually resumed. Recording remains paused even if the call is transferred or merged with another call. To resume recording, click the Resume button. When you pause or resume recording, transcription is also paused or resumed. ![Pause call recording from the softphone utility.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_pause_recording.png) 7. To notify your supervisor of a call, click the flag button. Enter a message for the supervisor and click **Raise**. ![Raise a flag to alert the supervisor.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_flag_call.png) Your supervisor is alerted in Command Center for Service, and your flag is added to the Raised Flags widget in their supervisor wallboard. If you no longer need help, you or the supervisor can lower the flag. 8. To mute a call, click **Mute**. To unmute the call, click **Muted**. ![Mute and unmute a call.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_mute_call.png) <!-- document id=3a099e5760be9cd54239b2efb5f7912bf01791d73fdd2da5001696da372d89c9 url=/admin/current/en-us/service/264-0-0/service_ai_intro.md --> # Make Service Smarter with AI Solutions Save time and empower your service reps with powerful AI features. Build AI solutions for Service and give your reps real-time recommendations at every stage of the case cycle in your digital engagement channels. Explore the complete suite of Service AI capabilities and use these features to enhance service rep efficiency and deliver faster case resolutions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Understand Einstein for Service header"></span></p> <p><strong><strong>Get Started with Einstein for Service</strong></strong></p> <p>Use AI to improve customer service and boost team productivity.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&type=5&language=en_US" target="_blank">Salesforce Editions and Add-Ons that Support AI Features</a></p> <p><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-for-service-quick-look" target="_blank"><em>Trailhead:</em> Einstein for Service: Quick Look</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-for-service-rollout-strategies?trail_id=service_einstein" target="_blank"><em>Trailhead:</em> Einstein for Service: Rollout Strategies</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_call_center_agent2.png" alt="Set Up and Use Agentforce Service Assistant header"></span></p> <p><strong>Set Up and Use Agentforce Service Assistant</strong></p> <p>Help service reps resolve cases faster with an assistive agent.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_prod_basics.htm&language=en_US&type=5" target="_blank">Meet Service Assistant</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_comps.htm&type=5&language=en_US" target="_blank">Ground Service Assistant</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&type=5&language=en_US" target="_blank">Set Up Service Assistant</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage.htm&type=5&language=en_US" target="_blank">Work with Service Assistant</a></p> <p><a href="https://trailhead.salesforce.com/content/learn/trails/agentforce-service-assistant-onboarding-setup-and-customization" target="_blank"><em>Trailhead:</em> Onboard and Set Up Agentforce Service Assistant</a></p> <p style="margin-bottom:0;"><a href="https://salesforce.vidyard.com/watch/wMwcibiqrHtz1CLo37PRuV" target="_blank"><em>Video:</em> Meet Agentforce Service Assistant</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Ground Einstein Responses with Service Data header"></span></p> <p><strong>Ground Einstein Responses with Service Data</strong></p> <p>Use your trusted service data for AI responses.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US" target="_blank">Learn About Service AI Grounding</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&type=5&language=en_US" target="_blank">Turn On Service AI Grounding</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&type=5&language=en_US" target="_blank">Ground with Knowledge</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&type=5&language=en_US" target="_blank">Ground with Cases</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/knowledge-grounding-for-ai-quick-look?trail_id=service_einstein" target="_blank"><em>Trailhead:</em> Knowledge Grounding for AI: Quick Look</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_extend_2.png" alt="Set Up and Use Enhanced Summaries header"></span></p> <p><strong>Set Up and Use Enhanced Summaries</strong></p> <p>Create AI-generated case summaries tailored for each role and context with Enhanced Summaries.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&release=264.0.0&type=5" title="Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments.">Show Role-Based AI-Generated Summaries with Enhanced Summaries</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_set_up.htm&release=264.0.0&type=5" title="Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency.">Set Up Enhanced Summaries</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&release=264.0.0&type=5" title="Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case.">Set Up Enhanced Summaries for Case</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.case_summaries_use.htm&release=264.0.0&type=5" title="You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.">Use Case Summaries in the Console</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/enhanced-summaries-for-cases-quick-look" target="_blank"><em>Trailhead:</em> Enhanced Summaries for Cases: Quick Look</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_develop_2.png" alt="Set Up and Use Einstein Work Summaries header"></span></p> <p><strong>Set Up and Use Einstein Work Summaries</strong></p> <p>Create concise AI summaries of conversations and cases with Einstein Work Summaries.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries.htm&type=5&language=en_US" target="_blank">Learn About Einstein Work Summaries</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&type=5&language=en_US" target="_blank">Setup Work Summaries</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&type=5&language=en_US" target="_blank">Use Work Summaries in the Console</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-work-summaries-service" target="_blank"><em>Trailhead:</em> Einstein Work Summaries for Service</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_data_2.png" alt="Set Up and Use Service AI Adoption and Analytics"></span></p> <p><strong>Set Up and Use Service AI Adoption and Analytics</strong></p> <p>Track AI adoption and performance with Service AI Adoption & Analytics.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_intro.htm&release=264.0.0&type=5" title="Service AI Adoption and Analytics is a data-driven solution providing insight into AI's impact on your service operations. Use this dashboard to track how your team is adopting AI solutions for service, measure its effect on key efficiency indicators like Average Handle Time (AHT), and monitor service quality by reviewing response trends and Employee Satisfaction (ESAT). By using Data 360 and Tableau Next, this solution integrates customer data, key performance indicators (KPIs), and AI to optimize your service team's performance and reduce costs.">Track AI Adoption with Service AI Adoption and Analytics</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.service_intel_use_service_ai_and_adoption_analytics_dashboards.htm&release=264.0.0&type=5" title="Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters.">Service AI and Adoption Analytics Dashboards</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_setup.htm&release=264.0.0&type=5" title="Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics.">Set Up Service AI Adoption and Analytics</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_binoculars_2.png" alt="Set Up and Use Einstein Article Recommendation header"></span></p> <p><strong>Set Up and Use Einstein Article Recommendations</strong></p> <p>Suggest relevant knowledge articles based on case details or conversation content to reduce search time.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_prepare.htm&type=5&language=en_US" target="_blank">Prepare for Article Recommendations</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&language=en_US&type=5" target="_blank">Set Up Article Recommendations</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_agent_experience.htm&type=5&language=en_US" target="_blank">Use Einstein Article Recommendations</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-article-recommendations-for-service?trail_id=service_einstein" target="_blank"><em>Trailhead: </em>Einstein Article Recommendations for Service</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_share_2.png" alt="Set Up and Use Einstein Service Replies header"></span></p> <p><strong>Set Up and Use Einstein Service Replies</strong></p> <p>Draft instant, relevant responses for chat and email with Einstein Service Replies.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&type=5&language=en_US" target="_blank">Learn About Einstein Service Replies</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_chat_intro.htm&type=5&language=en_US" target="_blank">Set Up Service Replies for Chat</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_intro.htm&type=5&language=en_US" target="_blank">Set Up Service Replies for Email</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.service_replies_email_prompt_templates.htm&type=5&language=en_US" target="_blank">Use Email Templates to Draft Emails</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.service_replies_premade_email_prompt_templates.htm&type=5&language=en_US" target="_blank">Pre-made Email Templates </a></p> <p><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-service-replies?trail_id=service_einstein" target="_blank"><em>Trailhead</em>: Einstein Service Replies</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/projects/customer-service-replies-and-work-summaries" target="_blank"><em>Trailhead:</em> Customer Service Replies and Work Summaries</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_explore_2.png" alt="Set Up and Use Einstein Reply Recommendations header"></span></p> <p><strong>Set Up and Use Einstein Reply Recommendations</strong></p> <p>Improve customer interactions with Einstein Reply Recommendations.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&type=5&language=en_US" target="_blank">Einstein Reply Recommendations</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_prepare.htm&type=5&language=en_US" target="_blank">Prepare for Reply Recommendations</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_set_up.htm&type=5&language=en_US" target="_blank">Set Up Reply Recommendations</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_use.htm&type=5&language=en_US" target="_blank">Use Reply Recommendations</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/einstein-reply-recommendations-for-service" target="_blank"><em>Trailhead</em>: Einstein Reply Recommendations for Service</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Set Up and Use Einstein Case Classification Apps header"></span></p> <p><strong>Set Up and Use Einstein Case Classification Apps</strong></p> <p>Predict and fill case fields for fast triage with Einstein Case Classification.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_what_is.htm&type=5&language=en_US" target="_blank">Einstein Case Classification Apps</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_considerations.htm&type=5&language=en_US" target="_blank">Prepare for Classification Apps</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_setup.htm&type=5&language=en_US" target="_blank">Set Up Classification Apps</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_service_agent_experience.htm&type=5&language=en_US" target="_blank">Use Classification Apps in Service Console</a></p> <p style="margin-bottom:0;"><a href="https://trailhead.salesforce.com/content/learn/modules/service_case_class?trail_id=service_einstein" target="_blank"><em>Trailhead: </em>Einstein Classification Apps for Service</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_analyze_2.png" alt="Use Einstein Conversation Mining header"></span></p> <p><strong>Use Einstein Conversation Mining</strong></p> <p>Identify Contact Reasons with Einstein Conversation Mining.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&type=5&language=en_US" target="_blank">How Einstein Conversation Mining Works?</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_setup.htm&type=5&language=en_US" target="_blank">Enable Einstein Conversation Mining</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.conversation_mining_report.htm&type=5&language=en_US" target="_blank">Build Einstein Conversation Mining Report</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/learning_maps/lm_learn_end_2.png" alt="Set Up and Use Einstein Knowledge Creation header"></span></p> <p><strong>Set Up and Use Einstein Knowledge Creation</strong></p> <p>Generate new knowledge articles from case transcripts with Einstein Knowledge Creation.</p> <p><a href="https://help.salesforce.com/s/articleView?id=service.knowledge_creation_parent_learn.htm&type=5&language=en_US" target="_blank">Learn About Einstein Knowledge Creation</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&type=5&language=en_US" target="_blank">Set Up Knowledge Creation</a></p> </td> </tr> </tbody> </table> <!-- document id=9a7e2bb6ea101e59ef95980c8aa80fee8c6ff1e6070c5bb3212657692b6313ff url=/admin/current/en-us/service/264-0-0/omnichannel_check_availability_for_routing.md --> # Make Smarter Routing Decisions by Checking Service Rep Availability Optimize routing by using information collected about your organization’s capacity to handle new work requests. Add the Check Availability for Routing action to an Omni-Channel flow to determine service rep availability and estimated wait time. This action can return the number of online service reps and number of work items waiting to be picked up given the specified routing requirements, including routing type and parameters. It can also estimate how long the customer has to wait before they reach a service rep. You can then build routing logic based on the results. For example, if the service rep has more than five backlogged work items in their queue, you can route work to another queue instead. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. In the Omni-Channel flow, click **+**, and select **Check Availability for Routing**. 2. Give the action a label, API name, and, optionally, a description. 3. Select the service channel. 4. In the Check Availability For field, select where to check. 1. To check availability when you route to a queue, select **Queue**, select the queue or variable that stores the queue, and select one of these Return Output options. | Option | Description | | --- | --- | | **Number of online agents and queued work items** | Returns the number of reps who are online and the number of work items in the queue. If you don't select any option, this is the default. | | **Estimated wait time** | Returns the estimated wait time. | | **Return all** | Returns the number of reps who are online, the number of work items in the queue, and the estimated wait time. | 2. To check availability when you route to a service rep, select **Agent**, and then select the service rep or variable that stores the service rep. 3. To check availability when you route to a skill, select **Skills**, and then select one of these options. | Option | Description | | --- | --- | | **Define Skill Requirements** | Use to select requirements from an [Add Skill Requirement](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&type=5&language=en_US) flow action. | | **Run Skills-Based Routing Rules** | Use to select predefined [skills-based rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US). This option requires that you also select the [recordId variable](https://help.salesforce.com/s/articleView?id=omnichannel_create_recordid.htm&type=5&language=en_US) in the Record ID field, which stores the ID of the work record to be routed. Omni-Channel retrieves the rules assigned to the associated work record. | | **Both** | Use to select predefined [skills-based rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US) and requirements from an [Add Skill Requirement](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&type=5&language=en_US) flow action. To select predefined skills-based rules, select the [recordId variable](https://help.salesforce.com/s/articleView?id=omnichannel_create_recordid.htm&type=5&language=en_US) in the Record ID field, which stores the ID of the work record to be routed. Omni-Channel retrieves the rules assigned to the associated work record. | 5. Optionally, to assign the output of this flow action to variables so they can also be used downstream in the Omni-Channel flow, expand the Show Advanced Options section, select **Manually assign variables**, and then select the variable for each output. The action can store these output values. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.03003003003003%"> <col style="width:69.96996996996997%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118900e270">Output value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118900e273">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Output value" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e270 ">Estimated Wait Time (in seconds)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e273 "> <p>The action returns the estimated wait time (in seconds) when routing work to a queue or skill given the specified routing parameters. For example, if you route work to a queue, this parameter shows the estimated time that the work can remain in the queue before a rep picks it up.</p> <p>Omni-Channel calculates estimated wait time based on the last 1-10 work items that were accepted during the last 10 minutes. If no work items were accepted in the last 10 minutes, the Check Availability for Routing action returns -1. For calculation details, see <a href="https://help.salesforce.com/s/articleView?id=003817179&type=1&language=en_US" target="_blank">Knowledge Article: Estimated Wait Time Calculation When Routing Work with Omni-Channel</a>.</p> <p style="margin-bottom:0;">Wait times are calculated based on primary (not interruptible) work items in the queue. Interruptible work isn’t included in the calculation.</p> </td> </tr> <tr class=""> <td data-label="Output value" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e270 ">Number of Online Agents</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e273 ">The action returns the number of service reps who are online but not necessarily available to accept more work—they could be working at capacity. If you route to a service rep, this value is 0 (the service rep is offline) or 1 (the service rep is online). If you route to a queue, this value is the number of online service reps assigned to that queue. If you route to a skill, this value is the number of online service reps who have the specified skillset.</td> </tr> <tr class=""> <td data-label="Output value" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e270 ">Number of Queued Work Items</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118900e273 "> <p>The action returns the number of items waiting to be picked up, which excludes items assigned to or accepted by service reps. If you route to a service rep, this value is the number of PSRs directly assigned to the service rep without a fallback queue. If you route to a queue, this value is the number of PSRs assigned to the queue, including PSRs assigned to a specific service rep with this queue as the fallback queue. If you route to skills, this value is the number of PSRs that share the exact same set of mandatory skill requirements, both skill and skill level, used in the action.</p> <p style="margin-bottom:0;">Queue size is calculated based on primary (not interruptible) work items in the queue. Interruptible work isn’t included in the calculation.</p> </td> </tr> </tbody> </table> ![The Check Availability for Routing action routes to a skills requirements list and writes the results to variables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_flow_action_check_availability.png) To make a routing decision based on the results of this action, add a Decision element to the Omni-Channel flow. In the Decision element, define the expected routing for different conditions. For instance, if at least one service rep is online and the queue size is less than or equal to 10, route cases to the queue using a Route Work action. ![The Omni-Channel flow contains the Check Availability for Routing action and then a decision tree.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/check_availability_action.png) To route work based on the estimated wait time, output the time in a Check Availability for Routing action of an Omni-Channel flow, and use that output as input for the routing logic in a Route Work action. The Check Availability for Routing action can be migrated with Omni-Channel Flows from sandbox to production organization without manual intervention. To migrate the Check Availability for Routing action, change the Action Version to version 2.0.0. The references to Agent and Queue need a workaround to be migrated. Workaround for the references to the User Entity - Agent - Use a Get Record flow action to retrieve the Agent ID (ex: By Username or email) - In the Omni-Channel action field, use the User ID retrieved from the previous step Workaround for the references to the Queue Entity - Use a Get Record flow action to retrieve the Queue ID (ex: By Queue Name) - In the Omni-Channel action field, use the Queue ID retrieved from the previous step for any field referencing a queue The skills referenced with the action can’t be migrated. #### See Also - [_Knowledge Article:_ Estimated Wait Time Calculation When Routing Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=003817179&type=1&language=en_US) <!-- document id=3d2c5e73baa12eae6fc4ba976d99483441741cf0e969b26413760c00056405b3 url=/admin/current/en-us/service/264-0-0/afcc_sv_manage_a_recording.md --> # Manage a Recording Download or delete a call recording. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d156984e65">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156984e65 ">To manage a recording:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156984e65 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. Open the Voice Calls tab. Alternatively, open the App Launcher, enter Voice, and select **Voice Calls**. 2. Click the **Voice Call** record for the call that you want to manage. 3. In the Call Audio Player, click and select **Download Call Recording**. ![Options to download or delete a call recording from the Call Audio Player.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_manage_recording.png) Downloaded recordings are saved to your default folder as specified in your system settings. 4. In the Call Audio Player, select **Delete Call Recording**. If you delete a call recording, you can't recover it again. 5. Click **Delete**. <!-- document id=cd1dcc83d7bd47c31549f1bf219ae6ac21f0f9835cd17e0ebf825c6bee90223e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_mgmt_ad_grp_mmbr.md --> # Manage Active Directory Group Membership Deploy this template to provide employees with a standardized way to request changes to Active Directory group memberships. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Group Name: The name of the Active Directory group for the membership change. - Membership Action: The requested action, either adding or removing a user from the specified group. - Business Justification: The business reason for changing group membership. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=726835cb0da52453a72d9a786844af8a000d00ab18704d28d110dae67a9da4b1 url=/admin/current/en-us/service/264-0-0/shifts_view_parent.md --> # Manage and View Shift Schedules View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76505e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76505e61 ">To view, create, and update a shift:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76505e61 "> <p>Shift Scheduling Planner</p> <p>OR</p> <p>Workforce Engagement Planner</p> <p>OR</p> <p style="margin-bottom:0;">View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76505e61 ">To view a shift assignment:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76505e61 "> <p>Shift Scheduling Agent</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Agent </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). ## Manage Shift Schedules To plan and assign upcoming shifts, switch to the schedule view. Planners can see weekly shifts grouped by service territory or job profile in a calendar. 1. From the App Launcher, click **Shifts**. 2. Navigate to a list view other than the Recently Viewed list view. Because the All Shifts list view can have a huge number of shifts, we recommend that you create a custom list view. For example, create a list view that filters by service territory and other criteria. Click the dropdown menu next to the list view name, and select the list view that contains the shifts that you want to see. 3. To show shifts in the schedule view, click ![table icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/shifts_table_icon.png) and select ![Calendar and downward arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/schedule_icon.png). ![Six shift buttons and New button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/shift_icons.png) - To see a weekly calendar of shifts assigned to each job profile, click the **Shifts** tab. - To see a weekly calendar of shifts assigned to each service resource, click the **Resources** tab. The schedule view shows your shifts. A red pain icon indicates that the shift is non-standard. You can use colors to identify or highlight shifts. A horizontal color stripe on each shift also indicates shift status. You can't customize the status color-coding. The status colors are: - Tentative—orange - Published—blue - Confirmed—green ![Shift schedule view.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/workforce_engagement_shift_schedule_view.png) Keep these considerations in mind when you work with shifts. - When you use get candidates, batch assignment, or mass shift update, the scheduling logic uses the time zone of the service territory. In the schedule view, to see shift assignments in the time zone of the resource, turn on **Territory Time Zone**. Turn it off to see the schedule in your time zone. - On the Shifts tab, you can’t use the quick search box to filter. - When you create custom list views, you can define logical expressions that filter your shifts; for example, `1 AND 2` where 1 is `Service Territory equals New York` and 2 is `Job Profile equals Financial Advisor`. The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting the filter type instead, for example by using the `does not contain` operator. - You can create a shift from the schedule view by hovering in an empty space and clicking **\+ New Shift**. ## View Your Shift Schedule How support reps view shift assignments depends on whether they’re using Shift Scheduling or Workforce Engagement. In Workforce Engagement, support reps can see their shift assignments in Agent Home. In Shift Scheduling, a support rep can view assigned shifts from their Service Resource record. 1. Open **Service Resources** in the App Launcher. 2. Click to open your service resource. 3. Click **Related**. 4. Open the **Shifts** related list. <!-- document id=4b2fd61e6c48c0311db9a9f5ea55f202e34ad15347fb9f0707f313ea50f01dc2 url=/admin/current/en-us/service/264-0-0/workforce_engagement_manage_view_shift_sched.md --> # Manage and View Shift Schedules View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> ## User Permissions Needed | To do this | Permission required | | --- | --- | | View, create, update shift assignment | Shift Scheduling Planner | | View, create, edit shift | Shift Scheduling Agent OR Workforce Engagement Planner | | View Service Territories, Memberships | OR Workforce Engagement Planner | ## Manage Shift Schedules You can use colors to identify and highlight shifts; A horizontal color stripe on each shift also indicates shift status. You can't customize status colors. Click the dropdown menu next to the list view name, and color-coding territory and other criteria. The status colors are: - **Tentative** – orange - **Published** – blue - **Confirmed** – green - A red pain icon indicates that shift is non-standard. To show shifts in **All Shifts** list, click **Shifts** tab. Because you can have a huge number of shifts, we recommend that you select **Shifts Resources** tab. Navigate to schedule view. To see weekly shifts, switch your schedule view. To see weekly calendar of shifts assigned to each service resource, click calendar of shifts assigned to each job profile, click **Assign**. Keep these considerations in mind when you work with shifts. To plan and assign upcoming shifts: 1. From App Launcher, click **Shifts**. 2. Navigate the list view. To see weekly calendar of shifts, click schedule view. 3. When you create custom list views, you can't use quick search or define logical filter expressions that contain the operator. Turn it off when you see schedule in time zone. If your filter logic uses NOT, we recommend adjusting the filter type instead, for example by using the does not contain operator. Territory Time Zone. Schedule view shows shift assignments in time zone of Service territory. In schedule view, scheduling logic uses AND time 2 where 1 is Service Territory equals New York and 2 is Job Profile equals Financial Advisor. ## View Your Shift Schedule 1. Open **Service Resources** in App Launcher. 2. Click **Related** tab, then **Shifts**. How support reps view shift assignments depends on whether they're using Shift Scheduling or Workforce Management. - When you create get candidates, you can't use batch assignment, or mass update, in an empty space and your filter. - In Shift Scheduling, support rep can view their assigned shifts from their Service Resource record. - In Workforce Management, support rep can view shift assignments from their Home. When you open your custom list views, you can view assignments by hovering in Home. In Shift Scheduling and Workforce Management, support rep depends on quick view by logical shift. <!-- document id=99a5560270f02e07e4d81642138f358a65b22d70f27ebcd6e3c1ef611b647dd7 url=/admin/current/en-us/service/264-0-0/support_agents_intro.md --> # Manage and Work with Cases To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create Cases](https://help.salesforce.com/s/articleView?id=service.cases_create.htm&release=264.0.0&type=5)** Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues. - **[Clone Cases](https://help.salesforce.com/s/articleView?id=service.cases_clone.htm&release=264.0.0&type=5)** Clone a case to generate a new case using information from the existing case. - **[Update and Respond to Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro_respond.htm&release=264.0.0&type=5)** Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers. - **[Email Customers](https://help.salesforce.com/s/articleView?id=service.cases_email_parent.htm&release=264.0.0&type=5)** Respond to your customers using email directly from the case record page. To stay efficient, you can insert and create email templates, use quick text, and merge fields. - **[Solve and Close Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro_close.htm&release=264.0.0&type=5)** Closing a case means that a customer’s issue has been resolved. - **[Things to Know About Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro_considerations.htm&release=264.0.0&type=5)** Review these guidelines and other supplemental information when you use cases. - **[Assess Interaction Quality for Case](https://help.salesforce.com/s/articleView?id=service.cases_quality_management.htm&release=264.0.0&type=5)** Set up and use evaluation forms to assess rep and customer interactions in cases. <!-- document id=ad48dc49be8a78ce63441a8f073e938c42556186619052eb41ec875e1ef3cc49 url=/admin/current/en-us/service/264-0-0/wfs_schedule_manage_appointments.md --> # Manage Appointments Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling schedules appointments through one scheduling flow that covers both on-site work at your branches and field work at the customer's location. Your team schedules, reschedules, and cancels appointments from the record that the work belongs to, such as a case or an application form. Customers can also book their own appointments on an Experience Cloud site, either as a guest or after they sign in. - **[Schedule, Reschedule and Unschedule Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5)** Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows. - **[Schedule Appointments by Priority in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_using_priorities.htm&release=264.0.0&type=5)** Assign priorities to service appointments so urgent work is scheduled first, even if no time slot is available. Workforce Scheduling drops lower- or equal-priority appointments to make room when the schedule is full. - **[Service Appointments, Visits, and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_manage_sa_visits_interactions.htm&release=264.0.0&type=5)** Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly. - **[How On-Site and Field Scheduling Coexist in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_hybrid_coexist.htm&release=264.0.0&type=5)** Manage on-site and field appointments in Workforce Scheduling through one unified data model, Operations Console, and scheduling engine. - **[Unified Appointment Scheduling Flows](https://help.salesforce.com/s/articleView?id=service.wfs_unified_scheduling_flows.htm&release=264.0.0&type=5)** Learn how Workforce Scheduling supports both on-site and field appointments in a single unified scheduling flow. - **[Schedule On-Site Appointments on an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_appointments_experience_cloud.htm&release=264.0.0&type=5)** Customers, partners, and prospects can schedule a meeting with service resources. <!-- document id=4938e4ae81608bb2a6fb8ba57c2dc41c93af192fa5148c621523184396d8df47 url=/admin/current/en-us/service/264-0-0/knowledge_maps_component_manage_hierarchy.md --> # Manage Article Hierarchy in the Knowledge Maps Component The Knowledge Maps component shows your knowledge articles in a clear, hierarchical structure. You can easily reorganize the structure and order of your articles directly within the Knowledge Maps component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d141006e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141006e60 ">To view Enhanced Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141006e60 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141006e60 ">To set up Knowledge Maps</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141006e60 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Read, Create, and Edit access for Knowledge Article Relationships.</p> </td> </tr> </tbody> </table> In the Knowledge Maps component, you can reorganize or change the order of an article in the hierarchy. 1. Open an article record page. 2. In the Knowledge Maps component, turn on **Edit Mode**. 3. Then, drag and drop the article to its new place in the hierarchy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note We recommend keeping your article hierarchy simple, with no more than five parent levels when you reorganize articles. <!-- document id=9651de279ea6ca7ffb61dc71d074b987a05257d4471fadf655c7389649a9497e url=/admin/current/en-us/service/264-0-0/knowledge_parent_agent_intro.md --> # Manage Articles and Content with Salesforce Knowledge Create and manage your company information and securely share it when and where it’s needed. Learn how to draft, publish, translate, and manage Knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5)** Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions. - **[Work with Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_manage.htm&release=264.0.0&type=5)** The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted. - **[Rich Text Fields in Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_rich_text_considerations.htm&release=264.0.0&type=5)** Use a range of formatting options when you create article content in custom rich text fields. Rich text fields in Knowledge use a different editor than other custom objects. The CKEditor for Knowledge articles is packed with extra features and works differently than other rich text fields. Some features are available only in Lightning Experience. - **[Create and Link to Anchors](https://help.salesforce.com/s/articleView?id=service.knowledge_create_anchors.htm&release=264.0.0&type=5)** You can create anchors within rich text fields so that you can link from one place in an article to another. First create the anchor, then select the anchor with the link tool. - **[Smart Links to Salesforce Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink.htm&release=264.0.0&type=5)** Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name. - **[Insert Telephone Links into Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_insert_telephone_links.htm&release=264.0.0&type=5)** Add telephone links to Knowledge articles to let customers ‌call support directly from Knowledge articles to get quick help. - **[Salesforce Knowledge Article Versions](https://help.salesforce.com/s/articleView?id=service.knowledge_article_versions.htm&release=264.0.0&type=5)** Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier. <!-- document id=d5184f2f335f1e0aeb7d9f6791961e3f7c34eafd0e864059492c2a3166c164dd url=/admin/current/en-us/service/264-0-0/work_summaries_messaging_auto_generate.md --> # Manage Automatic Generation and Saving of Messaging Session Summaries Work Summaries for Enhanced Messaging generates a summary automatically as soon as the service rep or customer ends a conversation. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d42704e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42704e55 ">To store messaging session summaries in Salesforce object fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42704e55 ">Edit (on Salesforce object) OR Modify All Data</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Work Summaries, and then select **Einstein Work Summaries**. 2. Go to the Enhanced Messaging tab. 3. To control whether a summary is created as soon as the service rep or customer ends a conversation, turn Automatically Generate Summaries on or off. This setting is on by default. - When it's on, summaries are generated as soon as the conversation ends, and they appear on the console for service reps to review and save. - When it's off, service reps generate summaries manually with **Get Einstein Recommendations**. 4. To control whether summaries are saved without service rep review, turn Automatically Save Summaries on or off. This setting is off by default. - When it's off, summaries appear on the console, where service reps review and save them. - When it's on, summaries are saved automatically, without manual review or saving. <!-- document id=f2136bb7f51d9a235d179ea9e55c13e2d9a984677919e62848554e4b481dbb32 url=/admin/current/en-us/service/264-0-0/work_summaries_voice_auto_generate.md --> # Manage Automatic Generation and Saving of Voice Call Summaries Work Summaries for Voice Calls generates summaries automatically as soon as the call ends. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54054e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54054e55 ">To store voice call summaries in Salesforce object fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54054e55 ">Edit (on Salesforce object) OR Modify All Data</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Work Summaries, and then select **Einstein Work Summaries**. 2. Go to the Voice Calls tab. 3. To control whether a summary is created as soon as the call ends, turn Automatically Generate Summaries on or off. This setting is on by default. - When it's on, summaries are generated as soon as the call ends, and they appear on the console for service reps to review and save. - When it's off, service reps generate summaries manually with **Get Einstein Recommendations**. 4. To control whether summaries are saved without service rep review, turn Automatically Save Summaries on or off. This setting is off by default. - When it's off, summaries appear on the console, where service reps review and save them. - When it's on, summaries are saved automatically, without manual review or saving. <!-- document id=e1679a85d9755b3d59d5dcc0f36e477dc2f33ae9b8c90d8099555a1431365fb8 url=/admin/current/en-us/service/264-0-0/mfs_appointment_bundling_use.md --> # Manage Bundled Service Appointments on the Field Service Mobile App You can view and report your progress on one or more bundled service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96760e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96760e78 ">To manage bundles in the Field Service mobile app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96760e78 "> <p>Field Service Mobile License</p> <p style="margin-bottom:0;">Field Service Recourse Permissions </p> </td> </tr> </tbody> </table> Watch the video to see how grouping short appointments at nearby or same-site locations to create a bundle helps you and your customers. 1. In the Field Service mobile app, tap **Schedule**. Bundles have the bundle icon ![Bundle icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_icon.png). ![Bundled service appointments in the work list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundler_mobile.png) 2. Tap a bundle. ![Bundled service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundler_mobile_bundle.png) 3. Tap **View Bundled Service Appointments**, or open the APPOINTMENTS tab. As you go through your day, appointments that move to a status from the Completed category are considered done. At the top of this screen, you can see how many appointments are done. For example, 3 of 10 done. ![Appointments tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundler_bulk_update.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fields shown for each bundled service appointment are based on the fields selected in the Bundle Member Service Appointments related list search layout on the Service Appointment object. A maximum of three fields is displayed for each appointment card, and the address field is always shown. 4. Edit a single bundled service appointment to update the status, or update multiple appointments together. 1. Tap ![Bulk update icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundler_bulk_update_icon.png). 2. Select the bundled service appointments, and tap **Update Status**. ![Update Status button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundle_mobile_update_status.png) 3. Select the new status, and tap **Save**. ![Choose Status screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_bundler_bulk_update_select_status.png) <!-- document id=f255d311a112b0e68da1c102100a341304877fa86b2fdb10a2f8cf1f68bec8d6 url=/admin/current/en-us/service/264-0-0/cti_admin_manageagents.md --> # Manage Call Center Users To let users make calls, add them to your call center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6581e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6581e62 ">To add or remove users from a call center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6581e62 ">Manage Call Centers </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). A Salesforce user cannot use a softphone unless an administrator has assigned the user to a call center. Also keep in mind that every call center user has access to a set of [personal softphone settings](https://help.salesforce.com/s/articleView?id=service.cti_personalsettings.htm&release=264.0.0&type=5 "You can control personal softphone settings within Salesforce. To change your settings, from your personal settings, enter Softphone in the Quick Find box, then select My Softphone Settings."). These settings specify: - Whether the user must be automatically logged into his or her softphone when he or she logs into Salesforce - How a record must be displayed when it is the only one that matches an incoming call To change the default personal softphone settings for all new call center users, use the Lightning Platform API. ## Add a User to a Call Center Add users to a call center to enable them to make or receive phone calls in that center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note To enable Omni-Channel flows to route calls to contact center users, Salesforce contact center users must be mapped to telephony system users. As of Winter ’22, when you add a Salesforce user to a contact center, behind the scenes, the user is also mapped to the corresponding telephony system user. If you created Salesforce users prior and want to use Omni-Channel flows to route work to them, you must manually map the users. 1. In Setup, enter Contact Centers in the Quick Find box, then select Contact Centers setup option. The option label varies based on your telephony provider: Amazon Contact Centers or Partner Telephony Contact Centers. 2. Click the name of the call center to which you want to assign the Salesforce user. 3. In the Call Center Users related list, click **Add**. 4. Enter a search string to find Salesforce users who must be assigned to the call center. Salesforce users that meet your search criteria appear instantaneously. 5. Select the checkbox next to each user who must be assigned to the call center and click **Done**. All users who already belong to a call center are excluded from search results because a user can only be assigned to one call center at a time. Alternatively, you can change a particular user's call center in the User Edit page: 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Edit** next to the name of the user. 3. Modify the Call Center field as appropriate. You can change the user's call center by clicking the lookup icon and choosing a new call center, or you can remove the user from his or her current call center by deleting the call center name from the field. ## Remove a User Delete a user from a call center in Salesforce CRM Call Center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. 2. Click the name of the call center from which you want to remove the Salesforce user. 3. In the Call Center Users related list, click **Manage Call Center Users**. 4. Click **Remove** next to the name of the user that you want to remove from the call center. To remove multiple users at once, select the Action checkbox next to each user you want to remove and click **Remove Users**. Alternatively, change a particular user's call center in the User Edit page. #### See Also - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") <!-- document id=c23fb958fdb30fdb205891fa040a9d062f30fd32632d1d07d1080459f083ec3b url=/admin/current/en-us/service/264-0-0/cti_admin_managecc.md --> # Manage Call Centers After you set up a call center, you can update the call center settings as your business needs change. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15786e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15786e58 ">To import, view, edit, or delete a call center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15786e58 ">Manage Call Centers </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). A call center in Salesforce CRM Call Center corresponds to a single computer-telephony integration (CTI) system already in place at your organization. Salesforce users must be assigned to a call center record before they can use any Salesforce CRM Call Center features. To view a list of call centers that have already been created, from Setup, enter Call Centers in the Quick Find box, then select **Call Centers**. From this page, you can: - Click the name of a call center to view call center details. - Click **Import** to import a call center definition file that you have already created. - Click **Edit** next to any call center to modify call center details. - Click **Del** next to any call center to erase the call center record from Salesforce. When you delete a call center, all associated directory numbers are also deleted. Any users associated with the call center must be reassigned to another call center to continue using Salesforce CRM Call Center features . - **[Call Center Fields](https://help.salesforce.com/s/articleView?id=service.cti_admin_ccfields.htm&release=264.0.0&type=5)** All call centers include these required fields, though additional fields can be available depending on the content of the call center definition file that was used to create the call center. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Call Center Definition Files](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5 "A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors.") - [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.") <!-- document id=0ff5452bb4a2c4b7ef44e23688b9f3870c186c2556898a08c6635e6a89b8aeab url=/admin/current/en-us/service/264-0-0/es_ap_manage_cases.md --> # Manage Cases As alumni, view, search, and create cases on the My Cases page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159794e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159794e55 ">To manage cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159794e55 ">Alumni Portal Community User</td> </tr> </tbody> </table> ## View Your Cases 1. On the navigation menu, click **Help Center**. 2. Click **My Cases**. The My Cases page shows a list view of your cases. 3. Click a case number. The Case Detail page opens. You can view the case details and contact the service representative through Chatter. Use the search feature to find a specific case. ## Create a Case 1. On the navigation menu, click **Help Center**. 2. Click **My Cases**. 3. To create a case, click **New**. 4. Fill the case form, and save your changes. The case details page opens. <!-- document id=e52a55bb7d0321d34ddf67984801965d92b38ab68d0edc82f10e60949da4b473 url=/admin/current/en-us/service/264-0-0/es_employee_hub_manage_cases.md --> # Manage Cases Employees can view, search, and create cases on the My Cases page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d195215e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d195215e55 ">To manage cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d195215e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> ## View Your Cases 1. On the navigation menu, click **Help Center**. 2. Click **My Cases**. 3. Click a case number. On the case details page, you can view the case details, contact the service rep through Chatter, and search for a specific case. To view the status of your approval work items, click the **Trace Approvals** tab. An approval work item is created when you submit an approval request to your manager. If you aren’t a manager, the Approvals tab remains empty. ## Create a Case 1. On the navigation menu, click **Help Center**. 2. Click **My Cases**. 3. Click **New**. 4. Fill the case form, and save your changes. The case details page shows the details of the new case. ## Recall an Approval Work Item Recall an approval work item associated with a case if it's no longer needed or if you want to modify the case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can't undo the recall action. 1. On the navigation menu, click **Help Center**. 2. Click **My Cases**. 3. Click the **Trace Approvals** tab. 4. Click an approval work item name link. 5. Click the approval submission link. 6. Click **Recall**, and then click **Next**. 7. Enter the reason for recalling the approval work item, and click **Recall**. The status of the approval work item changes to Recalled, and the manager can't review this approval work item. <!-- document id=f4d2189e059ff89805a4d5e45ccde941b2f917db1624d171f8c8f58eab45e282 url=/admin/current/en-us/service/264-0-0/es_manage_employee_cases.md --> # Manage Cases As a service representative, you can view and manage employee cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d133616e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d133616e55 ">To manage cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d133616e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> ## View Cases 1. Navigate to the Cases page from the navigation menu. 2. To open the case record page and review the case details, click a case number. Use the Knowledge component to find relevant knowledge articles for your case. See [Guidelines for Using the Lightning Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&type=5&language=en_US). ## Resolve a Case 1. Navigate to the Employees page from the navigation menu. 2. To open an employee's person account record page and review the details, click the employee's name. 3. Use the Action Launcher component on this page to launch actions and resolve the cases submitted by the employee. ## Update the Case Status 1. Navigate to the Cases page from the navigation menu. 2. To open the case record page and review the case details, click a case number. 3. Click the **Details** tab. 4. Edit the **Status** field. You can edit other case details also, if needed. ## Create a Case 1. Navigate to the Cases page from the navigation menu. 2. Click **New**. 3. Fill the case form. 4. Save your changes. <!-- document id=31d39894a122582a8ee2b779732868b99044c46ba6200aefb7b439141d1190be url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_cab_manage.md --> # Manage Change Advisory Boards Manage change advisory boards to coordinate reviews, schedule approval meetings, and track approval decisions for change requests. - **[Define a Change Advisory Board and Add Meetings](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_define_add_meetings.htm&release=264.0.0&type=5)** Streamline change approvals by defining CABs and scheduling review meetings. - **[Add a Change Request to a CAB and Schedule a Review Meeting](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_add_cr_schedule_review.htm&release=264.0.0&type=5)** Associate a change request with a CAB and assign it to a meeting to initiate the approval process. - **[Review and Approve Change Request in a CAB Meeting](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_review_approve_cr.htm&release=264.0.0&type=5)** Improve approval efficiency by reviewing change requests in a scheduled CAB meeting. - **[Delete a CAB Definition](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_del_cab_definition.htm&release=264.0.0&type=5)** Remove unused CAB definitions to keep your configuration clean and avoid maintaining obsolete approval structures. <!-- document id=a63b3921fe4c069ac82d8ae3914050b5eef582c9ae9447ec258b6df412ac8b8e url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_manage_chng_rqsts.md --> # Manage Change Requests for IT Services Implement service improvements and minimize disruption by managing the complete lifecycle of change requests. Your team can make sure that all service modifications are planned, tracked, and executed efficiently by creating change requests and associating change requests with other records. They can also conduct comprehensive risk assessments and view changes on a centralized calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Work with Change Requests for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_work_with_chng_rqsts.htm&release=264.0.0&type=5)** Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar. - **[Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_assmnt.htm&release=264.0.0&type=5)** In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs. - **[Review and Resolve Detected Change Request Conflicts](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_review_resolve_chng_conflicts.htm&release=264.0.0&type=5)** Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored. - **[Manage Change Advisory Boards](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_manage.htm&release=264.0.0&type=5)** Manage change advisory boards to coordinate reviews, schedule approval meetings, and track approval decisions for change requests. <!-- document id=e4dce2167f6ae14929881c49861d3d194498640a2d9d0a87733dc6fbc00bff22 url=/admin/current/en-us/service/264-0-0/live_agent_managing_capacity_with_service_presence.md --> # Manage Chat Capacity with Omni-Channel If your support organization has been using Chat for a while, you know that you can select an agent’s maximum number of chats by using the Chat Capacity field. When Omni-Channel is enabled in your Salesforce org, however, you need to manage your agent’s chat capacity using Omni-Channel configurations instead. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44936e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44936e58 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44936e58 ">Customize Application</td> </tr> </tbody> </table> Omni-Channel lets your call center route incoming work items—including cases, leads, or custom objects—to available agents in your support organization. With Chat routing, you could route chats to agents in real time. With Omni-Channel, you can extends this capability to other objects. Chat routing and Omni-Channel routing differ in one important way: With Omni-Channel, you can enable agents to receive chats and other kinds of objects. For example, you might have a group of agents who can accept chats and incoming cases in real time, all in the Salesforce console. You can control all of these settings with presence configurations. Presence configurations, like Chat configurations, let you set your agents’ capacity to receive these work items, including chats. When you enable Omni-Channel, we create a Default Presence Configuration for you. All agents, chat or otherwise, are assigned to this configuration unless you create a customized configuration and assign users to it. First, decide whether you’re using the Default Presence Configuration or a custom one to manage your agents’ chat capacity. If your chat agents can accept work items for other objects, make sure that you factor that into the new capacity that you assign to them. After you’ve decided what the appropriate capacity is for the agents who are assigned to that configuration, edit the configuration’s capacity. 1. From Setup, enter Presence Configurations in the Quick Find box, then select **Presence Configurations**. 2. Click **Edit** next to the presence configuration that’s associated with your chat agents. 3. Change the capacity to the maximum number of work items, including chats, that an agent can take on at a time. 4. Click **Save**. <!-- document id=b427adbafd85bd09af23164464c57acac69de72b59125261895b50ab1f3007d4 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_complex_work.md --> # Manage Complex Work in the Scheduling Console Use the Scheduling Console to manage and coordinate complex, multi-appointment jobs in one place. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Complex work covers jobs that require multiple visits. A job can span multiple service appointments that share dependencies, such as a required order, a required time gap, or a shared resource. The Gantt highlights all related service appointments when you select a complex job, displaying the full sequence and enforcing stage dependencies automatically during scheduling. ## Optimize Operations with the Dependency Graph The Dependency Graph maps appointment connections interactively. Dispatchers can trace relationships, prevent delays, and adjust schedules safely to protect SLAs. Complex jobs often require sequential execution, where one task depends on another or relies on strict time windows. Unmonitored shifts in individual appointments can trigger domino-effect delays and cause service-level agreement breaches. The Dependency Graph translates raw data into a live visual map: - **End-to-end visibility:** View entire service chains instantly instead of navigating multiple individual records, saving dispatchers critical triage time. - **Impact analysis:** Evaluate how a single delay or resource change impacts subsequent appointments before making adjustments. - **Resource Aaccountability:** See assigned service resources across every link in the chain to streamline team coordination. ## Add the Visual Graph Component Before dispatchers can view dependency chains, an admin must add the Dependency Graph component using Lightning App Builder to one or both of these central hubs: - **Service Appointment Record Pages:** Ideal for detailed review during account management or customer inquiry calls. - **Service Side Panel:** Ideal for live dispatching and real-time schedule adjustments within the console. - **Admin Setup Note:** After you add the graph component using the Lightning App Builder, any user viewing a service appointment within a dependency chain gains immediate visibility into the graph. From **Setup**, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. Click **New** to create a Lightning page, or click **Edit** next to the designated Lightning page to edit the default page. See [Lightning Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_page_overview.htm&type=5&language=en_US). ## View and Read Dependencies on the Canvas To trace a dependency chain and assess its impact across your schedule: - Select a service appointment. - Click **Edit** in the Action bar. - Select **More** > **Dependencies**. After the graph opens, interact directly with the canvas to inspect connections and resource assignments: - **Pan & zoom**: Move around the canvas by dragging, or use your touchpad or the on-screen zoom controls to adjust scale. - **Appointment nodes**: Each node represents a service appointment and displays key work details and assigned resources so you know who is running each phase. - **Dependency edges**: Connecting lines (edges) represent relationships. Hover over an edge to view a tooltip describing the dependency constraints. - **Merged lines for readability**: When appointments share multiple connections, the graph merges those edges into one to keep the view clean. Select any node to highlight its specific chain or jump straight to that record. - **Chain isolation & filtering:** Isolate an entire chain directly from the action bar: - **Highlight on Gantt:** Select **More** > **Highlight on Gantt** to locate the chain visually on your timeline. - **Show temporary list:** Select **More** > **Show List** to create a filtered list view of the connected appointments for batch operations. ## Managing Dependency Chains in the Scheduling Console The graph pairs directly with the Scheduling Console to give dispatchers full operational control over interconnected jobs. - **Visual risk indicators:** Icons on Gantt tiles and map markers instantly flag appointments that belong to a dependency chain. - **Rule violation warnings:** if a proposed change violates a chain constraint, the console generates automated warnings before an edit takes effect. - **Bulk unscheduling:** Unschedule an entire dependency chain in a single click by selecting any single appointment in the group, saving manual effort. - **Single-drag chain rescheduling:** If an entire chain relies strictly on _Immediately Follows_ dependencies, dispatchers can drag the first appointment to shift the entire job sequence. <!-- document id=273995a54112540cbe3cc22130d7de18a0841f29782635628acc00697fd0cf75 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_manage_components.md --> # Manage Configuration Item Components Add or remove supported component records from a configuration item (CI) to maintain accurate infrastructure and software associations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24363e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24363e72 ">To create or delete components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24363e72 ">IT Service Configuration Item Manager</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important You can create or delete only certain component types from the **Components** tab of a CI record. Supported component types include network adapter, software instance, installed software, network storage disk, and peripheral device. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **Configuration Items**, and then select **All Configuration Items**. 3. Click the required CI record and then select the **Components** tab. 4. Select the required component type. 5. To add a component, click **New Component**. 6. Enter the required component details. 7. Save your changes. 8. To delete a component, click **Delete Component**. <!-- document id=5de57f27c21f26179ec8ba7f14d4e436736db6c0fd8cefd5fe730339a852cde1 url=/admin/current/en-us/service/264-0-0/console_manage_layouts.md --> # Manage Console Layouts for the Agent Console Console layouts define what objects are available to users in the Agent console's list view frame. For example, if you want users to see list views of cases and contacts in the console, then you add both cases and contacts to a console layout, and then assign that console layout to the appropriate user profiles. A user can only view objects in the console's list view frame if those objects are added to the console layout to which their profile is assigned. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22206e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22206e58 ">To create, edit, delete, and assign Agent console layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22206e58 ">Customize Application</td> </tr> </tbody> </table> From the console layouts list page, accessed in Setup by entering Console Layouts in the Quick Find box, then selecting **Console Layouts**, you can: - Click **New** to [create layouts](https://help.salesforce.com/s/articleView?id=service.console_creating_layouts.htm&release=264.0.0&type=5 "As of the Spring ’15 release, Agent console is not available to new organizations."). - Click **Edit** to [modify a layout](https://help.salesforce.com/s/articleView?id=service.console_customizing_layouts.htm&release=264.0.0&type=5 "Customize an agent console layout for your org."). - Click **Del** to [delete a layout](https://help.salesforce.com/s/articleView?id=service.console_deleting_layouts.htm&release=264.0.0&type=5 "When you no longer need it, delete the agent console layout."). - Click **Console Layout Assignment** to [assign console layouts to profiles](https://help.salesforce.com/s/articleView?id=service.console_assigning_layouts.htm&release=264.0.0&type=5 "After you create console layouts, assign which layouts users see in the Agent console on the console tab. A user’s profile determines which console layout is seen."). #### See Also - [Set Up the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_setup.htm&release=264.0.0&type=5 "You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce.") <!-- document id=19f7942153058e18b1673aac2bce71c2fb4280764be97c794f311e4ecac571e5 url=/admin/current/en-us/service/264-0-0/voice_manage_certificates.md --> # Manage Contact Center Certificates Salesforce uses certificates to help ensure the security of your Salesforce Voice (formerly Service Cloud Voice) contact center. If your certificate is about to expire, we let you know by email so you can replace it with a new certificate. Salesforce Voice supports certificates with up to 4,096-bit keys. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d144473e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d144473e71 ">To create, edit, and manage certificates</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d144473e71 ">Customize Application</td> </tr> </tbody> </table> To see how to manage contact center certificates for Salesforce Voice, watch the video. When you create a Voice contact center with Amazon Connect, Salesforce creates a managed external client app that integrates Amazon Connect with Salesforce. Through SAML 2.0, the external client app and Salesforce (the identity provider) use a certificate to authenticate users. When you’re notified that a certificate is expiring soon, check whether it’s for your contact center. If it is, provide a replacement certificate. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). To update the certificate for such contact centers, see [Manage Certificates for Contact Center Certificates created before Summer '26 Release](https://help.salesforce.com/s/articleView?id=service.voice_manage_certificates.htm&release=264.0.0&type=5 "For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, follow these steps to update the certificate."). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important - The update process includes a brief period when single sign-on (SSO) is unavailable, so complete the update during a low-traffic time. - While using an expired certificate with your contact center doesn’t break anything, it’s not a good security practice. Updating the certificate takes just a few minutes. 1. Check whether the expiring certificate is used by your Voice contact center. 1. From Setup, in the Quick Find box, enter Voice, then select **Voice Settings**. 2. Click the name of your contact center to open the Contact Center Details page. 3. In the SAML Policies section, click the certificate listed to open its settings. 4. Check the certificate’s expiration date. If it expires soon, it’s time to replace it. 2. Create a replacement certificate. 1. From Setup, in the Quick Find box, enter Certificate, then select **Certificate and Key Management**. 2. To create a certificate, click **Create Self-Signed Certificate**. For help, see [Generate a Self-Signed Certificate](https://help.salesforce.com/articleView?id=xcloud.security_keys_creating.htm&type=5&language=en_US). 3. Replace the certificate used by your identity provider. 1. From Setup, in the Quick Find box, enter Identity, then select **Identity Provider**. 2. Click **Edit**. 3. In the dropdown, select the certificate that you just created and save your changes. 4. On the Identity Provider page, click **Download Metadata** to download the metadata XML file. 4. Replace the certificate used by your contact center’s managed external client app. 1. From Setup, in the Quick Find box, enter Voice, then select **Voice Settings**. 2. Click the name of your contact center to open the Contact Center Details page. 3. In the SAML Policies section, select the certificate that you just created and save your changes. 5. Update the certificate metadata in your AWS settings. 1. Log in to the AWS Management Console. 2. Click **IAM**, then select **Identity providers**. 3. From the list of identity providers, select **SalesforceServiceVoiceIdp**. 4. Click **Replace Metadata** and upload the XML file that you downloaded previously. 6. Verify that your contact center is using the new certificate. 1. In Salesforce Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**. 2. Click **Telephony Provider Settings**. 3. If your Amazon Connect Dashboard opens, you’re all set. If you see an error, something’s not right. Try walking through the steps again or contact Salesforce Customer Support for help. If you have multiple Voice contact centers with telephony provided by Amazon Connect, complete these steps for each contact center. ## Manage Certificates for Contact Center Certificates created before Summer '26 Release For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, follow these steps to update the certificate. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d144473e432">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d144473e432 ">To create, edit, and manage certificates</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d144473e432 ">Customize Application</td> </tr> </tbody> </table> 1. Check whether the expiring certificate is used by your Voice contact center. 1. From Setup, in the Quick Find box, enter Connected Apps, then select **Manage Connected Apps**. 2. Click the app named **(Your contact center name) Connected App**. 3. In the section named SAML Service Provider Settings, click the certificate listed in the Idp Certificate field to open the certificate settings. 4. Check the certificate’s expiration date. If it expires soon, it’s time to replace it. 2. Create a replacement certificate. 1. From Setup, in the Quick Find box, enter Certificate, then select **Certificate and Key Management**. 2. To create a certificate, click **Create Self-Signed Certificate**. For help, see [Generate a Self-Signed Certificate](https://help.salesforce.com/articleView?id=xcloud.security_keys_creating.htm&type=5&language=en_US). 3. Replace the certificate used by your identity provider. 1. From Setup, in the Quick Find box, enter Identity, then select **Identity Provider**. 2. Click **Edit**. 3. In the dropdown, select the certificate that you just created and save your changes. 4. On the Identity Provider page, click **Download Metadata** to download the metadata XML file. 4. Replace the certificate used by your contact center’s connected app. 1. From Setup, in the Quick Find box, enter Connected Apps, then select **Manage Connected Apps**. 2. Click **Edit** next to the app named **(Your contact center name) Connected App**. 3. In the Idp Certificate field, select the certificate that you just created and save your changes. 5. Update the certificate metadata in your AWS settings. 1. Log in to the AWS Management Console. 2. Click **IAM**, then select **Identity providers**. 3. From the list of identity providers, select **SalesforceServiceVoiceIdp**. 4. Click **Replace Metadata** and upload the XML file that you downloaded previously. 6. Verify that your contact center is using the new certificate. 1. In Salesforce Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**. 2. Click **Telephony Provider Settings**. 3. If your Amazon Connect Dashboard opens, you’re all set. If you see an error, something’s not right. Try walking through the steps again or contact Salesforce Customer Support for help. If you have multiple Voice contact centers with telephony provided by Amazon Connect, complete these steps for each contact center. <!-- document id=e1e96daffd5986d9fb1818de2109e5971c7ae3c632fb793c77c645ba39c696ba url=/admin/current/en-us/service/264-0-0/service_omni_queues_manage.md --> # Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Queue Management isn't available for contact centers that were set up with Service Cloud Voice with Partner Telephony from Amazon Connect before Spring ’22. When you assign a group to a queue, calls and messaging sessions in the queue are routed to reps in that group. Managing reps in groups makes contact center management more efficient. For example, if a contact center queue gets swamped with calls and all reps are running at capacity, a supervisor can reassign a group of reps from another queue–all from within Command Center for Service. Not all telephony providers support the concept of groups. There are other providers that allow you to assign reps to groups and groups to queues, but not reps directly to queues—Amazon Connect falls in this category. Queue Management can be used with any telephony provider as long as the telephony provider supports the concept of groups. Although you set up contact centers, queues, and groups in Salesforce, behind the scenes, your telephony provider actually routes the calls and messaging sessions using its own queues, groups, and users. To enable your telephony provider to route interactions, when you add a queue to a contact center, you also associate it with a telephony provider queue. Similarly, when you create a contact center group in Salesforce, you associate it with a telephony provider group. For example, for Amazon Connect, you associate the contact center group with an Amazon Connect routing profile, which is their version of a group. Each rep in a contact center group maps to a user assigned to the corresponding telephony provider group. When changes are made to a contact center queue or group, those changes are also updated in the associated telephony provider queues and groups if this feature is enabled. The changes synchronize one way, which means that changes in the telephony provider aren’t pushed back into Salesforce. For example, changes to Salesforce contact center queues and groups are pushed to Amazon Connect queues and routing profiles, respectively. Queues can support voice calls, messaging sessions, or both. When you add a queue to a contact center group, the associated routing profile is automatically updated with the correct channels based on the queue's supported objects. ![Salesforce queues and contact centers sync with Amazon Connect's queues and routing profiles, respectively.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_queue_setup_with_groups.png) - **[Enable Queue Management](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** To synchronize changes in Salesforce contact center queues to your telephony system, enable this feature in setup. - **[Suspend Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** When you make changes to queues and contact center groups with sharing rules, the sharing rules are reevaluated for each impacted user. These changes can cause Apex rules and related object sharing rules to be recalculated as well. - **[Import Amazon Connect Queues and Memberships into Your Contact Center](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** If you have an Amazon Connect contact center, import Amazon Connect queues and their memberships into your Salesforce contact center. The import creates contact center queues based on Amazon Connect queues, contact center groups based on Amazon Connect routing profiles, and maps contact center users to Amazon Connect users. The import supports Voice Only, Messaging Only, and Mixed (Voice and Messaging) queues. - **[Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** To manage calls, add queues to the contact center. - **[Add a Group to the Contact Center and Queues](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** Create groups in the contact center to classify reps. When you associate a queue with a group, all reps assigned to the group are routed work from the queue. Groups let you manage reps and queues at scale. For example, if a queue is inundated with calls, you can add more reps to help out by associating another group with the queue. - **[Assign Reps to a Contact Center Group](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** Classify your reps by assigning them to contact center groups. For example, assign product support reps to a Support group and sales reps to a Sales group. Reps assigned to this contact center group are eligible to be routed work from all its associated queues. By grouping reps, you can manage reps with similar skills and, if needed, reassign the entire group to accept calls from another queue. - **[Resume Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** Resume the sharing rule calculations after you finish setting up the contact center queues and groups. ## Enable Queue Management To synchronize changes in Salesforce contact center queues to your telephony system, enable this feature in setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e212">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e212 ">To enable Queue Management for Amazon Connect:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e212 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, and then select **Amazon Setup** or **Partner Telephony Setup**. 2. Based on your telephony model, enable **Update Amazon Connect Queues and Routing Profiles** or **Update Partner Telephony Queues and Groups**. 3. For Salesforce Voice with Partner Telephony, associate the partner telephony users and groups with the Salesforce Voice queues. ## Suspend Sharing Rule Calculations When you make changes to queues and contact center groups with sharing rules, the sharing rules are reevaluated for each impacted user. These changes can cause Apex rules and related object sharing rules to be recalculated as well. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e306">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e306 ">To defer (suspend and resume) and recalculate sharing rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e306 "> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Manage Sharing Calculation Deferral</p> </td> </tr> </tbody> </table> Performing a large number of changes to queues and groups can lead to very long sharing rule evaluations or timeouts. To avoid these issues, suspend these calculations. You can resume them after you finish changing the queues and groups. 1. From Setup, in the Quick Find box, enter Defer Sharing Calculations, and then select **Defer Sharing Calculations**. 2. In the Sharing Rule Calculations related list, click **Suspend**. ## Import Amazon Connect Queues and Memberships into Your Contact Center If you have an Amazon Connect contact center, import Amazon Connect queues and their memberships into your Salesforce contact center. The import creates contact center queues based on Amazon Connect queues, contact center groups based on Amazon Connect routing profiles, and maps contact center users to Amazon Connect users. The import supports Voice Only, Messaging Only, and Mixed (Voice and Messaging) queues. Salesforce maps the users based on the Salesforce user ID that’s contained in each Amazon username. If an Amazon Connect user can’t be mapped to a Salesforce user, the user is ignored and their membership isn’t synchronized. The import doesn’t delete existing Salesforce contact center queues. It synchronizes their queue membership and updates supported objects (VoiceCall, MessagingSession, or both) based on the routing profile's channel configuration. If needed, it updates the queue membership based on the membership in the associated routing profile. 1. From Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**. 2. To open your contact center, click its link. 3. To import queues, groups, and reps into your Salesforce contact center from Amazon Connect, in the contact center details page, click **Import**. ![The Import button appears at the top of the contact center details page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_import_amazon_routing.png) During import, routing profiles are processed in batches of 10 to comply with Amazon Connect's API rate limits. You receive an email notification when the import is complete. After import, verify that imported queues have the correct supported objects (VoiceCall, MessagingSession, or both) in the contact center's queue details. If needed, you can add more queues and groups in the contact center. And, to continuously synchronize changes in your contact center queues and groups with Amazon Connect’s queues and routing profiles, enable queue management for Amazon Connect. ## Add a Queue in the Contact Center To manage calls, add queues to the contact center. You can add up to ten queues at once. For adding a larger number of queues simultaneously, see [Create Contact Center Queues in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_queues.htm&type=5&language=en_US). ![Select the Salesforce queue, associated Amazon Connect queue, and hours of operation.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_queue_add.png) ## Add a Group to the Contact Center and Queues Create groups in the contact center to classify reps. When you associate a queue with a group, all reps assigned to the group are routed work from the queue. Groups let you manage reps and queues at scale. For example, if a queue is inundated with calls, you can add more reps to help out by associating another group with the queue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e510">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e510 ">To add contact center group:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e510 "> <p style="margin-bottom:0;">Manage Users AND Salesforce Voice Contact Center Admin</p> </td> </tr> </tbody> </table> When you add a group to a contact center, you associate it with a partner telephony queue, and select one or more contact center queues to associate with the group. If you enable queue management, any changes you make to the group’s users or queues also updates the partner telephony users and queues assigned to the corresponding group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you have an Amazon Connect contact center, you associate each contact center group in Salesforce with an Amazon Connect routing profile. Also, Service Cloud Voice with Amazon Connect comes with a default queue, Basic Queue, which doesn't include any members. To add members to and route calls from Basic Queue, associate the queue with at least one group. 1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**. 2. Open the contact center. 3. In the Contact Center Groups section, click **Add**. The options vary based on your telephony provider. For example, for an Amazon Connect contact center, you associate the contact center group with an Amazon Connect routing profile. ![Enter the group details, including the name, API name, and associated routing profile, outbound queue, and associated contact center queues](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_group_add.png) 4. Enter the name and API name for the group. 5. In the Amazon Connect Routing Profile or Partner Telephony Group field, select a routing profile or group for this Salesforce contact center group. 6. If you create a routing profile or group, enter a description for it. If you select an existing Amazon Connect routing profile, its description from Amazon Connect is entered in this field and can’t be edited from Salesforce. A routing profile name can only contain underscores and alphanumeric characters. It must be unique, begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. 7. In the Default Outbound Queue field, select the default queue for outbound calls from reps in this group. 8. In the Associated Queues section, select the queues to associate with this group. All users assigned to the group can receive and accept calls routed to all associated queues. Only queues that are added to this contact center appear in the list. You can associate a maximum of 10 queues with a contact center group. 9. (Optional) If the group's queues support messaging, set the Maximum Concurrent Chats value to specify how many chat sessions each rep in this group can handle at the same time. Enter a value from 1 to 10. Voice capacity is always 1 and can't be changed. This setting syncs with the Amazon Connect routing profile's chat concurrency value. 10. Click **Finish**. When you add a queue to a contact center group, the associated Amazon Connect routing profile is automatically updated with the correct channels (Voice, Chat, or both) based on the queue's supported objects. You don't need to manually update the routing profile in Amazon Connect. If your contact center is updated to version 22 or later and queue management is enabled, adding messaging queues to a group automatically updates the Amazon Connect routing profile with the correct channel settings. You can then configure maximum concurrent chats directly from the contact center group details page. ## Assign Reps to a Contact Center Group Classify your reps by assigning them to contact center groups. For example, assign product support reps to a Support group and sales reps to a Sales group. Reps assigned to this contact center group are eligible to be routed work from all its associated queues. By grouping reps, you can manage reps with similar skills and, if needed, reassign the entire group to accept calls from another queue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e676">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e676 ">To assign reps to a contact center group:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e676 "> <p style="margin-bottom:0;">Manage Users AND Salesforce Voice Contact Center Admin</p> </td> </tr> </tbody> </table> You can assign multiple reps to each contact center group and assign each rep to only one contact center group. If you change the group that a rep is assigned to, the rep is removed from the previous group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For an Amazon Connect contact center, don’t associate a user directly to a queue. Salesforce ignores users directly assigned to a queue because Amazon Connect doesn't support it. If you enable Queue Management for an Amazon Connect contact center, when reps are added to a contact center, they’re also added to the default routing profile in Amazon Connect. When you assign a rep to a group, the user is reassigned to the affiliated routing profile as well. 1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**. 2. Open the contact center. 3. In the Contact Center Users section, select the reps to assign to a contact center group, and then click **Assign to Group**. If any users were previously assigned to another group, they’re removed from that group. You can assign each user to only one group. These changes are also updated in the corresponding Amazon Connect routing profile or partner telephony group. ![Enter the contact center group name.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_group_assign_users.png) 4. Select a contact center group. If all selected users are already assigned to the same contact center group, that group doesn’t appear in the list. It’s not necessary to assign users to a group to which they already belong. 5. Click **Save**. To reassign a user to another group, select the rep in the Contact Center Users section, and assign them to the new group. If you no longer want a user to be assigned to any group, remove the user from the contact center, and then add them back. ## Resume Sharing Rule Calculations Resume the sharing rule calculations after you finish setting up the contact center queues and groups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48490e803">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e803 ">To defer (suspend and resume) and recalculate sharing rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48490e803 "> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Manage Sharing Calculation Deferral</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Defer Sharing Calculations, and then select **Defer Sharing Calculations**. 2. To enable sharing rule calculations, click **Resume**. 3. To manually recalculate sharing rules and do a full sharing rule recalculation, click **Recalculate**. If you don’t manually recalculate the sharing rules, changes that you made while calculations were suspended aren’t reflected in your sharing rules. #### See Also - [Change Reps Assigned to Groups](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_change_groups.htm&release=264.0.0&type=5 "When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately.") - [Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_queues_to_contact_center.htm&release=264.0.0&type=5 "Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls.") - [Defer Sharing Rule Calculations](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rule_recalculation.htm&type=5&language=en_US) - [_Amazon Connect Documentation_: Routing Profiles](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html) <!-- document id=3d1cb7f22f428d1efa5910a81bb72427d071dea6e22fa3bd49a0ab8bdc464ec8 url=/admin/current/en-us/service/264-0-0/voice_cc_updates.md --> # Manage Contact Center Updates Salesforce periodically updates the Lambda functions and sample contact flows, makes improvements to AWS identity and access management roles (IAM roles) policies, enhances security, and enables new features in Salesforce Voice. To get the latest changes, update your Salesforce Voice contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To get a list of considerations before you perform the update and learn how to update your contact center, see [Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_cc.htm&type=5&language=en_US). To roll back changes to a Lambda function, see [Roll Back a Lambda Update](https://help.salesforce.com/s/articleView?id=service.voice_pt_roll_back_lambdas.htm&type=5&language=en_US). - **[Contact Center Version 22.X](https://help.salesforce.com/s/articleView?id=service.voice_cc22.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 22.X. - **[Contact Center Version 21.X](https://help.salesforce.com/s/articleView?id=service.voice_cc21.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 21.X. - **[Contact Center Version 20.X](https://help.salesforce.com/s/articleView?id=service.voice_cc20.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 20.X. - **[Contact Center Version 19.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v19.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 19.X. - **[Contact Center Version 18.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v18.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details, such as the enhancements and the error fixes corresponding to the contact center version 18.X. - **[Contact Center Version 17.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v17.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 17.X. - **[Contact Center Version 16.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v16.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 16.X. - **[Contact Center Version 15.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v15.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 15.X. - **[Contact Center Version 14.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v14.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 14.X. - **[Contact Center Version 13.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v13.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 13.X. - **[Contact Center Version 12.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v12.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 12.X. - **[Contact Center Version 11.X](https://help.salesforce.com/s/articleView?id=service.voice_cc_v11.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version 11.X. - **[Contact Center Version 10.X And Below](https://help.salesforce.com/s/articleView?id=service.voice_cc_v10.htm&release=264.0.0&type=5)** Before updating the contact center, review the change details such as the enhancements and the error fixes corresponding to the contact center version. <!-- document id=be3f6967a176d7ad79a75499c0a270e9e09869dbb5931269e350fd7c235a6c5c url=/admin/current/en-us/service/264-0-0/voice_setup_manage_users_ai.md --> # Manage Contact Center Users with Setup with Agentforce Chat with an AI agent to add or remove contact center users through Setup with Agentforce. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22107e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22107e74 ">To create and manage a contact center: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22107e74 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Before you begin, - Get the required licenses and complete the configurations to access Setup with Agentforce. For details, see [Configure Setup with Agentforce](https://help.salesforce.com/s/articleView?id=xcloud.setup_agentforce_configuration.htm&type=5&language=en_US). - Assign the required permissions for all users who use Setup with Agentforce. For details, see [Grant Permissions to Use Setup with Agentforce](https://help.salesforce.com/s/articleView?id=xcloud.setup_agentforce_permissions.htm&type=5&language=en_US). The Agentforce panel appears in Setup when Setup with Agentforce is turned on. ![Setup with Agentforce panel in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_setup_agentf_manage_user.png) Enter your requirements, and follow the instructions to manage your contact center users. Here are a few examples of prompts you can use. Replace the placeholders with appropriate identifiers as required. - Add users \[name, email, or userID\] to Contact Center \[Contact Center Id, Display Name, or API Name\]. - Add users \[name, email, or userID\] to Contact Center \[Contact Center Id, Display Name, or API Name\] and set up quick connects for them. - Remove users \[name, email, or userID\] from Contact Center \[Contact Center Id, Display Name, or API Name\]. <!-- document id=d37288d8a98c7c9c15b97536b60cf15829b784d7421141308806420ed0c0af6f url=/admin/current/en-us/service/264-0-0/csi_manage.md --> # Manage Customer Signals Intelligence Configure Customer Signals Intelligence features and settings to customize how insights are generated and displayed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr></tbody></table> - **[Pause a Data Transform](https://help.salesforce.com/s/articleView?id=service.csi_pause_data_transform.htm&release=264.0.0&type=5)** To stop generating insights temporarily and reduce flex credit consumption, pause the data transform. Data processing stops across the entire pipeline and any in-progress processing is terminated within 20 minutes. Interactions that were being processed when the transform was paused can't be processed again. - **[Use and Customize Insights Prompt Templates](https://help.salesforce.com/s/articleView?id=service.csi_use_customize_prompts.htm&release=264.0.0&type=5)** Set up and customize standard prompt templates to tailor AI-driven insights to your business needs, improve system control, and optimize resource use. - **[Enable Rich Text Format for Case Comments](https://help.salesforce.com/s/articleView?id=service.task_enable_rtf.htm&release=264.0.0&type=5)** Use rich text in case comments to gain deeper, data-driven insights. While images and videos are not supported, elements such as bold and italic are incorporated into insights to enhance your understanding of customer feedback. <!-- document id=e4c5fe3584ac3b179e35d69eed45830112db7a354ffc857fbe227c078ffcae52 url=/admin/current/en-us/service/264-0-0/categories_manage_data_categories.md --> # Manage Data Categories on Your LWR Site After your data categories are activated on your LWR site, you can customize how they appear to site visitors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can’t create data categories in your LWR site, but you can edit data categories to alter the way information is presented to your site users. Only data categories that are exposed to your LWR site are shown on data category pages. 1. From your LWR site in Experience Builder, open Workspaces and click **Data Categories**. 2. Click **Category Management**. The list of data categories that you activated for this site appears. 3. To manage your data categories, click ![Edit Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_pencil_icon_inline.png). 4. Enter a label and description for the data categories on your site. The way you define the Label on Site field determines how the data category appears to your LWR site visitors. 5. Save your work. <!-- document id=33a8aa465f7ab30694822c5ad133cf716d44434173685f1363a4c07c38b36b34 url=/admin/current/en-us/service/264-0-0/fs_location_tracking.md --> # Manage Data Integration Rules for Field Service Set up data integration rules to ensure that service resource travel time is accurately calculated. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> When you add a street address to certain types of field service records, Salesforce calculates the address’s latitude, longitude, and location accuracy. You can reference this data, which is visible only in the API, in any custom field service applications. Geolocation information is used to calculate service resource travel times if the Field Service managed package is installed. This geolocation data feature, known as “geocoding”, is enabled for all supported field service objects when you enable Field Service. The API contains values for the three fields in the following table on: - Work orders - Work order line items - Service appointments - Service territories - Resource absences - Service territory members <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129955e98">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129955e101">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e98 ">Latitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e101 ">The latitude of the street address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e98 ">Longitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e101 ">The longitude of the street address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e98 ">GeocodeAccuracy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d129955e101 "> <p>The accuracy of the latitude and longitude. This field contains one of the following values, listed in order from most to least accurate:</p> <ul> <li>Address: In the same building</li> <li>NearAddress: Near the address</li> <li>Block: Midway point of the block</li> <li>Street: Midway point of the street</li> <li>ExtendedZip: Center of the extended ZIP code area</li> <li>Zip: Center of the ZIP code area</li> <li>Neighborhood: Center of the neighborhood</li> <li>City: Center of the city</li> <li>County: Center of the county</li> <li>State: Center of the state</li> <li>Unknown: No match for the address was found (for instance, the address is invalid)</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Because Google Maps is restricted in China, Field Service features that depend on Google Maps don’t work there. ## Keep Geocoding Data Current Salesforce uses data integration rules to periodically refresh these three fields. A refresh occurs when: - The record is created or updated - The record type’s data integration rule is deactivated and reactivated Allow some time for the geocoding fields to refresh. The processing time varies based on the number of records being updated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If bulk geocoding is turned off for a data integration rule, deactivating or reactivating the rule doesn't refresh the geocoding fields. Bulk geocoding is enabled by default. To keep an eye on the status of a record’s geocoding data: - In Lightning Experience: On the record, select **Check for New Data** in the action menu. - In Salesforce Classic: Add the Data Integration Rules related list to the detail page layout of the records you’d like to track. The related list includes: - The time the record’s geocoding data was last refreshed. - The record’s geocoding status. To learn what each status means, see [Statuses for Data Integration](https://help.salesforce.com/articleView?id=data_dot_com_clean_clean_rule_clean_statuses.htm&language=en_US). A status of In Sync means that your geocoding data is current. - An **Update** link that lets you manually run an instant refresh. ## Opt out of Geocoding If you’re already using another geocoding service, opt out of Field Service geocoding: 1. From Setup, enter Data Integration in the Quick Find box, then select **Data Integration Rules**. 2. Click **Deactivate** next to the following rules. - Geocodes for Work Order Address - Geocodes for Work Order Line Item Address - Geocodes for Service Appointment Address - Geocodes for Service Territory Address - Geocodes for Service Territory Member Address - Geocodes for Resource Absence Address #### See Also - [Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5 "Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.") <!-- document id=bbccad577f6b5178d423fb399d72b31de1226e528dafde4db911db1a5f01f85a url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_manage_agents.md --> # Manage Discovery Agents Monitor and configure discovery agents from a single page to keep asset data current and your Configuration Management Database (CMDB) synchronized. Review installed agents, set how often they report, and uninstall agents that are no longer required. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> The following table describes the key features available to manage agents: | Feature | Description | | --- | --- | | Agents List | Shows all devices where discovery agents are installed. Includes details such as host name, operating system, version, last scanned time, last check-in, and status. Use this list to monitor connected agents and verify installation status across environments. | | Agent Settings | Configure how often discovery agents scan and send updates to CMDB. Use this option to adjust scan frequency based on how frequently your assets change. Shorter intervals provide near real-time updates whereas longer intervals reduce network load. | <!-- document id=a8fb21e619340e0eaa2eb66599d1d3cf6a93d6bf55c52d260856efd242ff78f6 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_manage_targets.md --> # Manage Discovery Targets View, run, or manage existing discovery targets to maintain and reuse scan configurations efficiently. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service where Discovery is enabled</td></tr></tbody></table> ## Actions from Targets Page Do these actions by selecting the dropdown menu for each target record on the Targets page. ![Record actions for targets in discovery](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_discovery_target_actions.png) | Action | Description | | --- | --- | | Run Scan | Executes the selected target configuration immediately and creates a scan job. | | View | Opens the target details in read-only mode. | | Enable/Disable | Activates or deactivates a target. Disabled targets don’t appear in scheduled scans. | | Delete | Permanently removes the target and the associated target configuration. | | Clone | Duplicates an existing target configuration for quick reuse across similar scan environments. | <!-- document id=a43999551bd0746c0be3b3369731f13fc19e5db7765c32b7171d5c2c4fbf9aed url=/admin/current/en-us/service/264-0-0/hr_svc_manage_emp_cases_subagnt.md --> # Manage Employee Cases Subagent Manages all case-related operations for the logged-in employee, such as creating a new case, listing their own cases, looking up a specific case by its case number, adding a comment to one of their cases, and closing one of their cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69811e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69811e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69811e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69811e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69811e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">ManageEmployeeCases</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Create Employee Case</li> <li>Get Employee Cases</li> <li>Get Employee Case By ID</li> <li>Create Case Comment</li> <li>Close Employee Case</li> </ul> </td> </tr> </tbody> </table> <!-- document id=666c5e3b9e84420ad0d89a13b82cc9cb4aad6a977c7755cb8c09a528c3ba8df2 url=/admin/current/en-us/service/264-0-0/hr_svc_emp_exit_deprov_it_access.md --> # Manage Employee Exit and Deprovision IT Access Deploy this template to structure the offboarding workflow, ensuring clean IT and access deprovisioning by the HR Service Rep persona. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Default Section: Subject, Case Origin. - Employee Offboarding Attributes: Employee, Immediate Revocation Flag, Revoke All Single Sign-On, Reset Multi-Factor Authentication Factors. ## Fulfillment and Integration This template includes preconfigured integration using the 15Five connector to sync recognition achievements. Custom workflows can be further managed within Flow Builder. <!-- document id=d4553c48239e9cc2deba16b0447c6368538a673669520dcba250d768436fe488 url=/admin/current/en-us/service/264-0-0/hr_svc_mng_emp_resgn_subagnt.md --> # Manage Employee Resignation Subagent Handle employee actions related to initiating and tracking resignation requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d99771e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99771e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99771e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99771e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99771e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">ManageEmployeeResignation</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Tools</td><td class="slds-cell-wrap" style="vertical-align:top;">Submit Resignation</td></tr></tbody></table> ## Considerations - Verify that the required Service Catalog Items (SCIs) are set up and active in your org. <!-- document id=2575a3ee92cd5238739aaf79d50c0333dfd27980ff24d64be3eb7093c0719190 url=/admin/current/en-us/service/264-0-0/hr_svc_mng_emp_tasks_subagnt.md --> # Manage Employee Tasks Subagent Manages all employee task-related operations, such as viewing open tasks, marking tasks as complete, and viewing onboarding wizard summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d191866e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d191866e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d191866e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d191866e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d191866e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">ManageEmployeeTasks</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Get Open Tasks For Employee</li> <li>Mark Task As Complete</li> </ul> </td> </tr> </tbody> </table> <!-- document id=ec097457099396b62d40aab9668752882d796c53c780f76b7b1f55bd48f600a5 url=/admin/current/en-us/service/264-0-0/es_manage_employees.md --> # Manage Employees Through HR Service Console, access employee records and information to understand and resolve their issues. You can create, update, and delete the employee records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143363e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143363e55 ">To manage employees:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143363e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> ## View Employee Records 1. Navigate to the Employees page from the navigation menu. 2. To open an employee's person account record page and review the details, click the employee's name. The Employee Profile Card and Employee Details components show employee information. The Employee Details component also shows records from related objects. ## Create an Employee Record To create an employee record, your admin must first configure the Reports To field on the person account record page in the org. You must have the create, read, update, and delete permissions on the Account and Contact objects. 1. Navigate to the Employees page from the navigation menu. 2. Click **Create Employee**. 3. Enter the profile, contact, address, information, and employment details in the Create Employee screen flow. 4. Save your changes. The employee record along with the associated person account and contact records are created. ## Update Employee Records 1. Navigate to the Employees page from the navigation menu. 2. To open an employee's person account record page and review the details, click the employee's name. 3. Click ![Down arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_down_arrow.png) on Employee Profile Card, and click **Update**. 4. Update the profile, contact, address, information, and employment details in the Update Employee screen flow. The employee record along with the associated person account record is updated. ## Delete Employee Records 1. Navigate to the Employees page from the navigation menu. 2. To open an employee's person account record page and review the details, click the employee's name. 3. Add the Highlights Panel component to the employee's person account record page. 4. Click ![Highlights panel down arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_highlights_panel_down_icon.png), and then select **Disable Customer Account**. 5. Click ![Down arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_down_arrow.png) on Employee Profile Card, and click **Delete**. 6. Confirm the delete action. The employee record and the associated person account and contact records are deleted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can update and delete the employee records created in Salesforce, but if you modify or delete an employee record that has a related record in an external human capital management (HCM) system like Workday, your changes may be overwritten in Salesforce. If the related employee record is updated in the HCM system, the next data sync between Salesforce and the HCM system will restore the deleted employee record and override any modifications you made in Salesforce. <!-- document id=54a88e0117c7f8e5c3148940f6336525954f941da40467f1bd454e2ca968505e url=/admin/current/en-us/service/264-0-0/safety_cloud_manage_event_access.md --> # Manage Event Access with Safety Cloud Safety Cloud helps ensure that your events are safe to attend by confirming that your attendees meet vaccination and COVID-19 testing requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> ## Get to Know the Safety Cloud Health Verification UI Agents can adjust an image in order to properly view and assess its content. The Image Control Tools allow agents to open the image in a separate tab, and rotate, move, or zoom. When you install Safety Cloud, the Safety Cloud Health Verification Lightning Record Page is activated automatically. - If a Health Verification record has no images attached, it shows a placeholder message. Otherwise you get a tabbed preview with all the images. ![screen cap showing UI when no image exists](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_noimage.png) - To open the image in a separate window, click the button next to Expand Image Controls above the image on the Health Verification page. ![screenshot showing the expand image control](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_expand_image.png) - When you expand the image, you find additional parameters: **Rotate,** **Move**, and **Zoom**. ![Screen shot showing image adjustment controls](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_adjust_image.png) <!-- document id=a69f1610fc20df68750ccdafca002a106f042c296f7a86d1dd2c3eac0d83a2df url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_work_with_evidence_mgmt.md --> # Manage Evidence for IT Compliance Move evidence through its full lifecycle — create compliance audits, raise evidence requests, fulfill requests with artifacts, and verify evidence so it's ready for external auditors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Evidence Management Lifecycle for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_mgmt_lifecycle.htm&release=264.0.0&type=5)** Follow how compliance evidence moves from audit planning to external review. See how audit managers, fulfillers, compliance reviewers, and auditors work together to collect, verify, and lock evidence in a traceable workflow. - **[Create a Compliance Audit for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_compliance_audit.htm&release=264.0.0&type=5)** Create a Compliance Audit record to define the scope, type, and timeline for an audit engagement. The audit captures who requested the audit, what framework or regulation it covers (such as ISO 27001 or internal governance), and the observation and execution windows. It serves as the parent for all evidence requests and tracks the overall audit lifecycle. - **[Create Evidence Requests for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_evidence_request.htm&release=264.0.0&type=5)** Create compliance evidence requests to gather artifacts from subject matter experts for an audit. Each request specifies what evidence is needed, who should fulfill it, and when it's due. Requests can be created manually or autogenerated from an audit template. - **[Create and Link Evidence Artifacts for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_add_existing_artifact.htm&release=264.0.0&type=5)** Respond to evidence requests by creating a new artifact and uploading files, or by linking an existing artifact that already satisfies the request. If the same evidence artifact applies to multiple requests, link the existing file instead of creating duplicates. - **[Fulfill Evidence Requests from the IT Service Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_hub_portal.htm&release=264.0.0&type=5)** Employees can fulfill evidence requests directly from the IT Service employee portal without needing access to the Evidence Hub app. Requests appear as assigned tasks, and employees upload evidence artifacts using a simplified, guided interface. - **[Preview an Evidence Artifact](https://help.salesforce.com/s/articleView?id=service.it_srvcs_preview_evidence_artifact.htm&release=264.0.0&type=5)** Open the built-in evidence artifact previewer to review the files attached to a Compliance Evidence Artifact directly inside the artifact record. Reviewing in the previewer means you don't have to download a copy of the file to verify the evidence. - **[Review and Close Evidence Requests for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_review_close_evidence_requests.htm&release=264.0.0&type=5)** Verify submitted evidence artifacts by previewing files, checking completeness, and setting each artifact's status to Accepted or Rejected. Once all artifacts are verified, mark the evidence request as Accepted to close out the request. - **[Considerations for Evidence Artifacts in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_evidence_artifact_considerations.htm&release=264.0.0&type=5)** Understand how artifact statuses work, when artifacts lock, which file types are supported, and what classification levels mean, so you can manage compliance evidence accurately and securely. <!-- document id=d6f3005d39554d24d1df673ce31386dde4e048c51b65b84bd76980953243931a url=/admin/current/en-us/service/264-0-0/afcc_sv_byoc_manage_external_number.md --> # Manage External Number Details View and edit your number settings at any time. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93804e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93804e66 ">To manage external numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93804e66 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission sets.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to go to **Communication Channels**. 2. From the Numbers tab, go to the number that you want to manage and click to see its details. 3. To make changes, click **Edit**. 4. Save your changes. <!-- document id=773fdb515fcc5c6878380a86369f5230e4d6695792b053f96a667b3a1f6ef598 url=/admin/current/en-us/service/264-0-0/byoc_ccaas_partner_routing.md --> # Manage External Routing Queues for a Partner Contact Center Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="byoc_ccaas_partner_routing__d429e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_partner_routing__d429e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d106999e99">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d106999e99 ">To map CCaaS provider queues to Salesforce queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d106999e99 ">Customize Application, Salesforce Voice Contact Center Admin, or Salesforce Voice Contact Center Admin (Partner Telephony)</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## Map Salesforce Queues to Partner Queues If your contact center vendor doesn’t support Queue Management, you must create the queue in your partner system first, then map the queue to a Salesforce queue on the contact center details page. If you haven’t already done so, enable Omni Channel, create a Service Channel, and create a Salesforce queue with the routing configuration set to external routing before this step. 1. In Setup, enter Contact Centers in the Quick Find box, then select **Partner Contact Centers** or **Partner Telephony Contact Centers**, depending on your setup. 2. Click the contact center name for which you want to map queues. 3. In the Queue Mapping section, click **Add**. 4. Map the Salesforce queue to the CCaaS provider’s queue. The Salesforce Queue dropdown shows queues that support the Messaging Session object or Voice Call object, use a routing configuration with the external routing model, and aren’t mapped yet. Each Salesforce queue can be mapped to one external queue. ![Add Queue Mapping for an externally routed queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging-queue-mapping.png) This process is similar to how you map queues specifically for telephony provider queues. For partner contact centers, you can map one Salesforce Messaging, Voice, or combined Messaging and Voice queue to one queue on the partner's side. ## Add a Queue to Your Partner Contact Center If your contact center vendor supports Queue Management, manage and map queues on the contact center details page under Contact Center Queues. If you haven’t already done so, enable Omni Channel, create a Service Channel, and create a Salesforce queue with the routing configuration set to external routing. Also, enable the queue management setting in the Salesforce Voice setup before these steps. From Setup, enter Partner Telephony Setup in the Quick Find box, and then select **Partner Telephony Setup**. Enable **Update Partner Telephony Queues and Groups**. ![Enable the Update Partner Telephony Queues and Groups setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_ccaas_enable_queue_management.png) 1. From Setup, enter Contact Centers in the Quick Find box, and then select **Partner Contact Centers** or **Partner Telephony Contact Centers**, depending on your setup. 2. Click the contact center name for which you want to add and map queues. 3. In the Contact Center Queues section, click **Add**. 4. Select the Salesforce queue that you want to add to the contact center. 5. Choose to automatically create the corresponding queue in the CCaaS partner system (recommended) or select a preexisting CCaaS partner queue. 6. Add members of the contact center to the queue. 7. Select **Finish**. #### See Also - [Map Your Salesforce Queues to Telephony Provider Queues](https://help.salesforce.com/s/articleView?id=service.service_map_queues.htm&type=5&language=en_US) <!-- document id=8c632dd4e5399fe7cc0049b7d0b2712baec8d9c309612ea677a39693bb27da4b url=/admin/current/en-us/service/264-0-0/pfs_schedule_policy.md --> # Manage Field Service Appointments Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5)** The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status. - **[Create Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_appointments.htm&release=264.0.0&type=5)** Service appointments represent field service visits to customers. While work orders describe the work to be performed. You can have multiple service appointments (visits) per work order, depending on the nature of the job. For example, if a customer orders the installation of multiple devices, each visit is a separate service appointment. The service appointment provides the scheduling and assignment details. - **[Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&release=264.0.0&type=5)** You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status. - **[Unschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_unscheduling.htm&release=264.0.0&type=5)** Unschedule service appointments from the Classic Dispatch Console or a service appointment record. - **[Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5)** Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs. - **[Reshuffle Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_reshuffling.htm&release=264.0.0&type=5)** Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource. - **[Fix Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&release=264.0.0&type=5)** Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used. - **[Set Up Field Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&release=264.0.0&type=5)** Group short appointments at nearby or same-site locations to create a bundle. After bundling is set up, you can automate the creation and update of bundles, or dispatchers can manually bundle appointments. - **[Group Nearby Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_group_appointments.htm&release=264.0.0&type=5)** One way to minimize travel time or gaps between appointments in Field Service is to use the Group Nearby Appointments action on a service appointment. This feature unschedules appointments scheduled for later that day and replaces them with appointments that are close in location to the source appointment. The Group Nearby Appointments feature isn’t available when using Enhanced Scheduling and Optimization. - **[Fill Schedule Gaps in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_fill_schedule.htm&release=264.0.0&type=5)** Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule. - **[Customize Field Service Appointment Chatter Settings](https://help.salesforce.com/s/articleView?id=service.fs_appointment_chatter_settings.htm&release=264.0.0&type=5)** In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records. - **[Monitor Scheduling History in Field Service with Service Appointment Lifecycle](https://help.salesforce.com/s/articleView?id=service.pfs_service_appointment_lifecycle.htm&release=264.0.0&type=5)** Keep track of changes made to service appointments with Service Appointment Lifecycle. This makes it easy to see what happened to an appointment and to quickly resolve any related issues. #### See Also - [Customize Appointment Booking Settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&release=264.0.0&type=5 "Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app.") <!-- document id=8ec1d11067a973b98f5202cb2a2604485bbe1c3ad054fdb0c02cdc72150dc6a4 url=/admin/current/en-us/service/264-0-0/fs_asset_attrib.md --> # Manage Field Service Asset Attributes Improve asset management and help mobile workers efficiently repair and maintain assets by defining and monitoring asset attributes that represent asset health and performance. Then, define threshold monitoring based on recordset filter criteria and track threshold compliance for multiple asset attributes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Watch the video to see how to use asset attributes to track asset health and performance. With Field Service asset attributes, product and asset managers can measure, track, and monitor the health and performance of assets. Use asset attributes to track and analyze large numbers of attributes for products or assets. An asset can have multiple attributes that represent an asset’s health and performance. Asset attributes help mobile workers better understand the condition of assets and let them repair and maintain those assets in the field more efficiently. They also enable asset managers to shift to proactive, and ultimately predictive, service models that promote higher equipment uptime and compliance. Use custom fields to characterize all assets that share characteristics. They can track slower-changing aspects of health, such as software version, or real-time performance values, such as temperature and pressure. Asset attributes can vary by product and asset and track faster changes. Each asset attribute has a definition and a value. The definition describes the value and determines its data type. Attribute values appear in the Asset Attributes related list on the asset record. After defining asset attributes, create thresholds that are based on attributes to monitor your asset’s health and performance. For example, define a threshold based on engine temperature or engine pressure and then track the engine for faults. With thresholds, you can see when and where issues occur and take action to prevent or address them. 1. **[Set Up Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_set_up.htm&release=264.0.0&type=5)** Configure your Asset Attributes settings and enable user permissions. 2. **[Create Attribute Definitions](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_create_def.htm&release=264.0.0&type=5)** Define the value and data type of an attribute definition before you add it to an asset attribute. 3. **[Create Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_create_attrib.htm&release=264.0.0&type=5)** Create an asset attribute by associating it with an attribute definition on the asset record. 4. **[Manage Threshold Monitoring for Field Service Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit.htm&release=264.0.0&type=5)** Set up monitoring based on recordset filter criteria defined for asset fields and asset attributes. Recordset Filter Criteria Monitoring uses the thresholds defined by recordset filter criteria for the fields and attributes to determine whether they’re within the defined thresholds. 5. **[Asset Attributes Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit_consider.htm&release=264.0.0&type=5)** Before you set up Asset Attributes, review its limitations and considerations. <!-- document id=0485e379fbb20a05201557c164893cfd810c7b96dee2ea8128a96af2fb7e789f url=/admin/current/en-us/service/264-0-0/pfs_manage_crews.md --> # Manage Field Service Crew Membership Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d136604e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 ">To view service crew members:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 "> <p>Read on service crews </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Read on service resources</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 ">To create service crews using the crew management tool:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 "> <p>Create on service crews</p> <p>AND</p> <p>Create on service resources</p> <p>AND</p> <p style="margin-bottom:0;">Edit on service territories</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 ">To create, update, or delete service crew members:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136604e72 ">Edit on service crews</td> </tr> </tbody> </table> While you can manually manage service crew membership from the Service Crew Members related list on service crew records, we recommend using the drag-and-drop crew management tool. ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. [Create your service crews](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician."). The crew management tool only shows crews with an active service resource of type Crew. ![Active Crew service resource](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_resource_crew.png) 2. Open the crew management tool by clicking the **Crew Management** tab or opening the Lightning page that contains it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have trouble finding it, ask your admin to follow the steps in [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") and let you know where the tool is located. ![Crew management tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_management.png) 3. In the top-right corner, select a date and number of days to display. 4. In the sidebar, click the map icon to view a list of service territories with active service crews. Select service territories whose crews you want to see and click **Save**. After you select service territories, each crew’s schedule and members appear in the chart. If you set the Gantt Color field, crew member absences appear in the same color as they do in the Classic Dispatch Console Gantt. Now that your dates and service territories are selected, it’s time to manage crew membership. View Crew Details Hover over a crew name in the chart to see the skills that its members need. To update these skills, navigate to the associated service resource record of type Crew and update the Skills related list. ![Hovering over a crew to see skills](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_skills.png) Hover over a service crew membership in the chart to view the membership start and end dates. Crew leaders appear with a star. ![Hovering over a membership to view details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_membership_details.png) View Appointment Details In any Crew Schedule row, hover over an appointment to view its details. A red flag icon means that the assigned service crew doesn’t yet comply with the minimum crew size or skill requirements listed on the appointment’s parent record. View skill and crew size alerts at the bottom of the hover window. You can determine which details to show using the [Crew Management Tooltip field set](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list."). ![Hovering over an appointment to view its details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_appt_details.png) Double-click an appointment to open a window that shows the appointment’s fields and its parent record’s fields and related records. Find the Right Crew Member If the territory filter is visible in the sidebar, click the map icon to hide it and show the service resource list. The sidebar shows service resources who are members of the selected service territories during the dates shown on the chart. - Click a service resource’s name in the sidebar to view their skills, service territory membership, and service crew membership. Click the card icon to the right of their name to view the service resource record. - Select a scheduling policy using the Policy dropdown menu. - Filter service resources by skill in one of two ways: - Click the filter icon in the resource list to select skills to filter for. - Click **Match Crew Skills** on a crew to show only service resources with the skills listed on the crew’s service resource record of type Crew. ![Skill filter options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_skill_filter.png) - To filter crews by skills, click the crew filter icon. Then, search for and select the required skills. ![Filter crews by skills](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_filter_skills.png) - Search for crews and crew members. You can search for multiple resources by separating the names with a comma. Each crew is marked with a different color on the Gantt. ![Search box for crews and crew members](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_search_crews.png) - If an appointment shows missing skills or members, right-click the appointment and click **Get Candidates** to filter the resource list based on skills, availability, and operating hours. If the crew just needs members, all available resources are shown. If skills are missing, available service resources with the missing skills are shown first. Select one or more resources and click **Assign Selected** to add them to the crew for the appointment’s time frame. ![Get Candidates action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_get_candidates.png) ![Assign Selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_candidates.png) Add a Service Resource to a Crew Add service resources to crews by dragging them from the resource list. To add multiple resources at once, select them in the list before dragging. - Drag a resource onto a crew’s name to add them to the crew for the dates shown on the chart. A window opens where you can update crew membership dates and make the resource the crew leader. - Drag a resource onto another resource’s service crew membership to create an identical crew membership. - Drag a resource onto an appointment to create a crew membership for the appointment’s time frame. ![Creating a crew membership](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_drag.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you're not using Enhanced Scheduling and Optimization, when creating a service crew membership, align it with the resource’s start of day. We recommend using 00:00 because it aligns with Field Service’s default Start of Day. However, you can set a custom Start of Day on Service Resource Availability work rules if the default doesn’t make sense—for example, if your team typically works night shifts. To enforce a custom Start of Day, from the Field Service Admin app, click **Field Service Settings** | **Scheduling** and select **Set the hour that starts a new day based on the Availability rule(s)**. If the applied scheduling policy uses a custom Start of Day, set your service territory memberships to start and end at that time rather than at midnight. Edit or Delete Crew Membership Double-click a crew membership in the chart to edit its dates, make the resource the crew leader, or delete the membership. #### See Also - [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") - [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.") - [Considerations for Scheduling Service Crews](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_considerations.htm&release=264.0.0&type=5 "Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling.") - [View Service Crews on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_dispatcher_console.htm&release=264.0.0&type=5 "Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console.") <!-- document id=7a670afadc86d0b0bf6c12b0fb857f834321b42f407b595da8d1b2cffd46cb4d url=/admin/current/en-us/service/264-0-0/fs_obc_parent_page.md --> # Manage Field Service Outcome-Based Contracts With Outcome-Based Contracts, service providers can provide their customers with an easy way to assess the compliance of a service contract by letting them track and measure service outcomes. Compliant service contracts ensure high quality of service and customer success. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Outcome-based contracts are result-based and focus on the outputs, quality, and outcomes of a provided service. Service providers can provide their customers with measurable business KPIs to track and assess the quality of service they’re getting. For example, letting customers track the charging speed of an electric vehicle ensures the on-time replacement of its battery. Tying the quality of service to the achievement of specific, measurable performance standards and requirements also helps customers to better evaluate payment, contract extensions, or contract renewals. You can evaluate the compliance of a service contract by creating contract line outcomes that capture data in an automated process that runs according to the criteria, frequency, and calculation method that you define. When a service contract starts, the automated process records data and evaluates the compliance of the contract. The results that show whether the contract is compliant appear in the Compliance Status field of the contract line outcome. - **[Set Up Outcome-Based Contracts](https://help.salesforce.com/s/articleView?id=service.fs_obc_set_up.htm&release=264.0.0&type=5)** Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and create recordset filter criteria that allow you to define the criteria to evaluate contract compliance. - **[Create Contract Line Outcomes for Outcome-Based Contracts](https://help.salesforce.com/s/articleView?id=service.fs_obc_create_contract_line_outcomes.htm&release=264.0.0&type=5)** Create and monitor contract line outcomes for Outcome-Based Contracts to easily evaluate the compliance of service contracts. <!-- document id=5c2d96c92ae7dd7535dff5e378d78b3006c256a6461cb9d58d61df3127c43c7a url=/admin/current/en-us/service/264-0-0/fs_manage_permissions.md --> # Manage Field Service Permissions Give your team access to Field Service features. Create and assign standard permission sets and permission set licenses. Then add customizations to suit your business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Get to Know Field Service Personas](https://help.salesforce.com/s/articleView?id=service.fs_personas.htm&release=264.0.0&type=5)** Learn about the different user personas in a typical field service implementation. Use standard and custom permission sets to tailor Field Service to your users’ needs. - **[Field Service Permission Set Licenses](https://help.salesforce.com/s/articleView?id=service.fs_perm_set_licenses.htm&release=264.0.0&type=5)** Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users. - **[Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&release=264.0.0&type=5)** Create Field Service permission sets from the Field Service Admin app. - **[Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&release=264.0.0&type=5)** After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup. - **[Set Custom Permissions for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_custom_permissions.htm&release=264.0.0&type=5)** The Field Service managed package includes custom permissions that control users’ access to actions and views. For example, you can control access to bulk actions, such as dispatching, optimizing, and scheduling, or the ability to drag appointments in the Gantt. - **[Assign Field Service Page Layouts](https://help.salesforce.com/s/articleView?id=service.pfs_layouts.htm&release=264.0.0&type=5)** The Field Service managed package provides standard object page layouts that include field service Visualforce components and Chatter actions. Assign these page layouts to the System Administrator and Standard User profiles. - **[Clone and Assign Page Layouts](https://help.salesforce.com/s/articleView?id=service.fs_clone_layout.htm&release=264.0.0&type=5)** When you complete the steps in Set Up the Basics in Salesforce Go, you can clone page layouts and assign them to specific user profiles. Clone and assign page layouts to efficiently give your admins, dispatchers, and technicians access to the information and tools relevant to their job function. - **[Limit Access to Field Service Records](https://help.salesforce.com/s/articleView?id=service.fs_sharing.htm&release=264.0.0&type=5)** When you install the Field Service Managed Package, org-wide default sharing settings are set to Public Read/Write for the Work Orders, Work Order Line Item, and Service Appointment objects. Therefore, all users can view and update these records even if the records are owned by other users. However, most Field Service customers choose to limit access to these records so that their team members see only the records that are relevant to them and on a need-to-know basis, for example, a dispatcher with access only to service appointments for the service territories that they manage. <!-- document id=3eb39255f6551bb40a5b90cf5038f3025b09e5801acf2a633bfa7a2967f1924d url=/admin/current/en-us/service/264-0-0/fs_manage_scheduling_parent.md --> # Manage Field Service Scheduling Take control of service appointment scheduling in Agentforce Field Service and Operations (formerly Field Service). Create an optimized schedule for your team and use out-of-the-box scheduling features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Manage Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&release=264.0.0&type=5)** Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps. - **[Dispatch Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_dispatch_console_parent.htm&release=264.0.0&type=5)** Provide dispatchers with a central hub for viewing their team’s schedule and managing service appointments. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console. - **[Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5)** Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings. - **[Set Up Field Service Scheduling and Optimization Features](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_features.htm&release=264.0.0&type=5)** Explore all that Scheduling and Optimization has to offer in Field Service. Add travel modes, set optimization priorities and work capacity, reserve time slots for designated work, and more. - **[Field Service Scheduling and Optimization Solutions](https://help.salesforce.com/s/articleView?id=service.pfs_solutions_sched_and_opt.htm&release=264.0.0&type=5)** Salesforce Field Service is used by a wide variety of customers across many industries. The tasks and activities that you do can vary significantly depending on your industry, business model, and service operations model. At Salesforce, we relate your core business objectives, needs, and user workflows to a job you need to do. The jobs framework helps us understand what customers want to achieve by focusing on their needs and how the product or service can address them. The use cases identify the core job, large or small, that a user must perform, solve, or complete to succeed. Review the different use cases, understand what industries they're most common in, and learn about the scheduling and optimization features and solutions Field Service offers to solve them. - **[Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&release=264.0.0&type=5)** Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows. <!-- document id=5cc460600abcd1cdfe4a3a558d0c38377dc91b1dd40d0f61d91b0c000a0e4e17 url=/admin/current/en-us/service/264-0-0/pfs_fix_overlaps_parent.md --> # Manage Field Service Scheduling Overlaps To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69512e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e71 ">To fix overlaps from the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e71 ">Fix Overlaps</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Fix Overlaps Features When Using Enhanced Scheduling and Optimization If you’re using Enhanced Scheduling and Optimization, several fix overlaps features are available. - [Fix Schedule Overlaps Flow (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US): Using Salesforce Flow, you can initiate a Resource Schedule Optimization request when an overlap is detected, based on event-driven criteria.  The flow identifies and resolves overlaps that occur when a mobile worker finishes an appointment late on the day of service. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule, on any given date. This feature can schedule additional relevant work and attempt to further optimize a resource’s schedule in addition to fixing overlaps. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) and [Global Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US): When running global optimization or in-day optimization, overlaps are fixed regardless of the status of the Fix Overlaps setting in the scheduling policy. Optimization always attempts to fix overlaps unless service appointments are pinned. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. ## Fix Overlaps Features When Not Using Enhanced Scheduling and Optimization If you’re not using Enhanced Scheduling and Optimization, several fix overlaps features are available. - [Scheduling recipes](https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US): This feature provides several configurable, event-driven automations to trigger a Resource Schedule Optimization request. For example, you can create a scheduling recipe that triggers a Resource Schedule Optimization request when an appointment ends late and causes an overlap with another appointment. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Fix overlaps in the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule. Overlapping appointments are rescheduled according to your [configured settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&type=5&language=en_US). For example, choose whether unscheduled appointments are rescheduled in order of priority or keep the original schedule’s order. If Field Service can’t find a valid schedule for an appointment, you can define whether to put the appointment in jeopardy, unschedule it, or reshuffle other assignments. This feature doesn’t schedule any additional work or optimize a resource’s schedule. Fixing overlaps in the Gantt isn’t available when scheduling recipes are used. - [Fix Overlaps in scheduling policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US): If you select **Fix Overlaps** in a scheduling policy, service appointment overlaps are addressed during in-day or global optimization. Scheduling policies reschedule and fix service appointment overlaps for all resources in the optimized territories. Service appointments that overlap with resource absences are ignored. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. - [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US): Dispatchers can use this feature to reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule, on any given day. This feature considers the service appointment’s priority value, and it can also schedule additional relevant work and attempt to further optimize a resource’s schedule in addition to fixing overlaps. If service appointments can't be scheduled due to a lack of availability, higher priority work and other objectives in the scheduling policy determine which service appointments to schedule and which to drop. ## Use Cases Review which feature to use for each use case and whether the feature is available with Enhanced Scheduling and Optimization. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69512e253">I WANT TO…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69512e256">WHAT STEPS DO I TAKE?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69512e259">AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69512e262">AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69512e265">PERSONA</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e253 ">Manually fix overlapping appointments directly from the Gantt, causing a minimum amount of changes to the schedule</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US" target="_blank">Fix Overlaps from the Classic Dispatch Console</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e265 ">Dispatcher</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e253 ">Reschedule appointments that overlap with other appointments or absences, for one service resource’s schedule.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Resource Schedule Optimization</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e265 ">Dispatcher</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d69512e253 ">Automatically detect and fix scheduling overlaps on the Gantt.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US" target="_blank">Fix Schedule Overlaps flow (Beta)</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US" target="_blank">Fix Overlaps Automatically</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US" target="_blank">Scheduling Recipes</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e253 ">Fix overlaps while optimizing the schedule.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 ">Overlaps are always fixed when using enhanced <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">optimization</a> (Global, In-day or Resource Scheduling Optimization).</td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> </td> <td data-label="PERSONA" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 ">If you aren’t using enhanced optimization, use the Fix Overlaps option in the <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling&type=5&language=en_US" target="_blank">scheduling policy</a>.</td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e253 ">Resolve overlaps that occur when a mobile worker finishes an appointment late.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US" target="_blank">Fix Schedule Overlaps flow (Beta)</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> </td> <td data-label="PERSONA" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US" target="_blank">Scheduling recipes</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e253 ">Resolve overlaps created by emergency appointments.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Resource Schedule Optimization</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="PERSONA" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d69512e265 ">Admin</td> </tr> <tr class=""> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e256 "> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US" target="_blank">Scheduling recipes</a> </td> <td data-label="AVAILABLE WHEN USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e259 "> </td> <td data-label="AVAILABLE WHEN NOT USING ENHANCED SCHEDULING AND OPTIMIZATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d69512e262 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> </tr> </tbody> </table> #### See Also - [Fix Field Service Scheduling Overlaps from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&type=5&language=en_US) - [Customize Fix Overlap Scheduling Settings](https://help.salesforce.com/s/articleView?id=service.pfs_customize_fix_overlaps.htm&type=5&language=en_US) - [Optimize Your Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&type=5&language=en_US) - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US) - [Adopt and Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&type=5&language=en_US) <!-- document id=9131f2d10b1c18dbf9f2aeb6747fc594be02eddf6d7b19f30521b977474f70a5 url=/admin/current/en-us/service/264-0-0/fs_manage_shifts.md --> # Manage Field Service Shifts Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments. - **[Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5)** Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar. - **[Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5)** Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends. - **[Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5)** Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled. - **[Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5)** In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk. - **[Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5)** Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template. - **[Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5)** Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition. - **[Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5)** Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only. <!-- document id=fc7b61bd88bad1fd9d4ac87cb730c4f8b77de25db160c8bd6e98acfe220f5ebc url=/admin/current/en-us/service/264-0-0/bots_service_completed_goal_manage.md --> # Manage Goals You can create, edit, and delete goals from the Dialogs page or the Goals page of the Bot Builder. On the Dialogs page, goals appear as a Goal dialog step. You can’t make changes to goals when your bot is active. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d34520e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34520e61 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34520e61 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> You can add multiple goals to the same dialog. You can’t add the same goal to multiple dialogs. - **[Create or Add a Goal from the Goals Page](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal_manage.htm&release=264.0.0&type=5)** Create a goal and choose whether to add it to a dialog now or later. - **[Create or Add a Goal from the Dialogs Page](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal_manage.htm&release=264.0.0&type=5)** Create or add a goal to a specific point of a dialog. - **[Edit or Delete a Goal](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal_manage.htm&release=264.0.0&type=5)** Edit a goal from the Goals page to change its name, add it to a dialog, or move it to another dialog. ## Create or Add a Goal from the Goals Page Create a goal and choose whether to add it to a dialog now or later. 1. From the Goals page, click **New Goal.** 2. Enter a goal name that’s unique to your bot using letters, numbers, and underscores only. This name identifies your goal in reports. 3. Optionally, to add your goal to a dialog, in the Associated Dialog field, search for and select the dialog you want to add your goal to. Your goal is added to the end of the dialog as a Goal dialog step. To add your goal to a dialog later, leave this field blank. 4. Save your changes. To add an existing goal to a dialog from the Goals page, edit the goal. To add an existing goal to a dialog from the Dialogs page, add the Goal dialog step to a dialog. On the Dialogs page, you can move your goal to a different location in your dialog by dragging the Goal dialog step. ## Create or Add a Goal from the Dialogs Page Create or add a goal to a specific point of a dialog. 1. From the Dialogs page, open the dialog where you want to add a goal. 2. From the Dialog Component Library, drag the **Goal** dialog step onto the canvas to the location you want in the dialog. 3. In the Step Properties panel, in the Goal Name field, select or create a goal. This field shows only goals that aren’t associated with another dialog. Goal names support letters, numbers, and underscores only. 4. Save your changes. ## Edit or Delete a Goal Edit a goal from the Goals page to change its name, add it to a dialog, or move it to another dialog. To delete a goal, from the Goals page, delete the goal from the Bot Goals list. When you delete the Goal dialog step from a dialog on the Dialogs page, you remove the Goal from the dialog, but the goal persists in the Bot Goals list. You can delete the goal from the Goals page or add it to a different dialog. <!-- document id=7bbc668af0843b6e4deebb6ebcafc184fa78f04f8f96bfccc834140f2dbd259f url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_disposal.md --> # Manage Hardware Asset Disposal Securely decommission aging or defective IT hardware to protect data security and satisfy environmental compliance. Admins manage vendor logistics, track mandatory predisposal tasks, and upload official certificates of disposal to maintain a reliable regulatory audit trail. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Benefits of Asset Disposal Management Disposing of IT hardware carries data security, financial, and environmental risks. The asset disposal workflow enforces a strict chain of custody for compliance frameworks, such as SOX, HIPAA, and GDPR. This process tracks hardware legally and financially as it leaves your organization. ## Components of the Disposal Workflow - **Disposal Order**: Manages logistics for a specific disposal event, tracking details such as disposal vendor, chosen method, and expected pickup dates. - **Disposal Order Line Item**: Links individual assets to a disposal order to track the status of a collection. - **Certificate of Disposal (CoD)**: Serves as official proof that data was sanitized and hardware was destroyed or recycled responsibly. This certificate provides the final link in the audit trail, documenting retired assets. ## Lifecycle of a Disposal Order 1. **Order Initiation**: Create a Disposal Order in Draft status and specify vendor and disposal method. 2. **Asset Selection**: Link retired assets to the order to automatically update asset status to Pending Disposal. 3. **Vendor Handoff**: Ship or hand off assets to the vendor to transition the order to Pending Certificate of Disposal, locking assets from further editing. 4. **Certification Reconciliation**: Upload the vendor-provided CoD and link it to specific assets to satisfy compliance. 5. **Process Finalization**: Verify a CoD to transition assets and parent orders to Disposed status, stopping financial depreciation and updating inventory records. ## Compliance and Audit Traceability To maintain a reliable audit trail, the system automatically logs status changes in the Asset Timeline. Auditors can verify that mandatory security tasks were completed and that a verified certificate is attached to every decommissioned device. <!-- document id=68b8dfd514bafb5c93bd8b55961f5a2c94a73d220876fed940c9ea62993f2921 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_disposal_parent.md --> # Manage Hardware Asset Disposals Learn how to dispose of IT hardware securely and maintain compliance through disposal orders, vendor certificates, and audit trails. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Manage the end-of-life process for your IT hardware. Hardware disposal ensures data security, environmental responsibility, and regulatory compliance. Create disposal orders to coordinate asset decommissioning, process bulk disposals, and manage predisposal tasks. Upload vendor certificates to maintain a complete audit trail and verify that vendors disposed of your hardware securely. - **[Manage Hardware Asset Lifecycle Transitions in Bulk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_bulk_lifecycle.htm&release=264.0.0&type=5)** Perform critical lifecycle transitions on a large group of hardware assets simultaneously to save time and maintain accurate inventory records. - **[Run Bulk Actions on Hardware Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_run_bulk_action.htm&release=264.0.0&type=5)** Perform critical lifecycle transitions on a large group of hardware assets simultaneously to save time and maintain accurate inventory records. - **[Bulk-Add Assets to a Disposal Order](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_bulk_disposal.htm&release=264.0.0&type=5)** Select multiple retired or end-of-life devices to add them to a disposal order. This action creates disposal order line items and updates asset statuses, reducing manual administrative effort. - **[Monitor Batch Job Progress](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_monitor_batch.htm&release=264.0.0&type=5)** Track batch job progress and health to verify that high-volume asset transitions are complete. Review run details, inspect processed records, and isolate failures. Monitor background processes through Setup, notifications, or email. - **[Manage Hardware Asset Disposal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_disposal.htm&release=264.0.0&type=5)** Securely decommission aging or defective IT hardware to protect data security and satisfy environmental compliance. Admins manage vendor logistics, track mandatory predisposal tasks, and upload official certificates of disposal to maintain a reliable regulatory audit trail. - **[Retire and Dispose of IT Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_retire_dispose.htm&release=264.0.0&type=5)** Create disposal orders to securely decommission retired IT hardware and maintain compliance audit trails through vendor coordination. - **[Create and Verify a Certificate of Disposal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_disposal_cert.htm&release=264.0.0&type=5)** Document proof of asset destruction or recycling and update the asset status to Disposed. - **[Verify Certificates of Disposal and Finalize Disposal Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_dispose_finalize.htm&release=264.0.0&type=5)** Attach vendor-provided proof of destruction to a disposal order to finalize asset disposal. Verification stops financial depreciation on retired hardware and triggers compliance notifications. <!-- document id=34e8ea653b4e1021ff7ad413019206e5906cebf7b03133960091922a3c5b733d url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_bulk_lifecycle.md --> # Manage Hardware Asset Lifecycle Transitions in Bulk Perform critical lifecycle transitions on a large group of hardware assets simultaneously to save time and maintain accurate inventory records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Hardware Asset Management batch processing automates updates for reclaiming, refreshing, and disposing of assets, reducing manual effort and potential errors. ## Batch Management Framework Bulk actions use the [Salesforce Batch Management](https://help.salesforce.com/s/articleView?id=ind.concept_batch_management.htm&type=5&language=en_US) framework. This framework supports dynamic processing, so you can filter and pass specific asset IDs into a batch job rather than relying on static criteria. Because these processes run asynchronously in the background, they continue working while the system handles high-volume updates. ## Methods for Initiating Bulk Actions Depending on the volume of records, initiate bulk transitions by using two methods: - **Filter-Based Selection**: From the Assets list view, use standard filters to identify a group of assets, such as all laptops in a specific office. Select up to 200 records directly from the list view to trigger a bulk action. - **CSV File Upload**: To process massive volumes, upload a CSV file containing up to 10,000 asset record IDs. The framework fetches the file and passes the IDs into the batch job for processing. ## Supported Lifecycle Transitions Bulk actions support three primary use cases: - **Return Assets**: Initiate the return process for assigned assets. The system triggers return emails and Slack notifications to assigned employees. - **Return Aging Assets**: Start the return process for aging hardware. The system updates the asset status to Pending Return and notifies users. - **Dispose Assets**: Add retired or in-stock assets to a new or existing disposal order. This action transitions the asset status to Pending Disposal. ## Automated Notifications and Employee Intake When an asset manager triggers a batch process to refresh or reclaim assets, assigned owners receive automated emails and Slack notifications. These notifications include a link to the IT Hardware Asset Management self-service portal. From the portal, employees complete an intake flow to acknowledge the request and schedule return logistics. This process generates the necessary return orders for the inventory team. For asset disposals, the batch process assigns assets to a disposal order and generates the disposal order line items. Asset owners receive no emails or portal links for disposals. Instead, the system sends a Slack notification about the batch job status to the asset admin who initiated the process. ## Auditing and Traceability To maintain a complete chain of custody, the Asset Timeline logs every bulk action transition. This creates an audit trail that records: - Date and time of the transition. - User or automated process that initiated the change. - Specific field changes, such as status updates from Assigned to Pending Reclaim. - Links to related records, such as the Disposal Order or Service Request. These records support organizational compliance and provide a complete view of an asset's history from procurement to final disposal. #### See Also - [Create a Custom Batch Job for IT Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_create_batch.htm&release=264.0.0&type=5 "Automate mass lifecycle transitions for hardware assets to save time and reduce errors. Configure a custom batch job to process large volumes of assets dynamically by using standard filter criteria or an uploaded CSV file.") - [Monitor Batch Job Progress](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_monitor_batch.htm&release=264.0.0&type=5 "Track batch job progress and health to verify that high-volume asset transitions are complete. Review run details, inspect processed records, and isolate failures. Monitor background processes through Setup, notifications, or email.") <!-- document id=e6eda0eff767c3b084e3b83a939818f4fad0c677090aecb25e6b2a6d760af41b url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_manage_hw.md --> # Manage Hardware Asset Lifecycles and Inventory Streamline hardware operations to reduce shipping costs and ensure accurate billing. Use the Agentforce Sourcing Agent to improve inventory utilization and automate high-volume lifecycle transitions with custom batch jobs. To monitor capacity and daily usage trends, track managed hardware assets against purchased entitlements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Sourcing Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sourcing_agent_con.htm&release=264.0.0&type=5)** Fulfill hardware requests efficiently and optimize stock utilization with the Sourcing Agent. This AI agent autonomously identifies the ideal fulfillment path for approved requests. This process reduces shipping costs and improves resource allocation. <!-- document id=48e68723fd08f1fbca7f220c531142e7571fc0fde4037eb39627261a0f941484 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_dgtl_wallet.md --> # Manage Hardware Assets in Digital Wallet Track the consumption metrics associated with your managed hardware assets to scale your billing accurately. Because Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts, use Digital Wallet to monitor capacity and view daily usage trends. Review these metrics to stay within entitlement limits and prevent unexpected overages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Agentforce IT Hardware Asset Management Pricing and Digital Wallet](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hardware_asset_pricing.htm&release=264.0.0&type=5)** Track consumption metrics associated with managed hardware assets to scale billing accurately. Hardware Asset Management uses a High Water Mark subscription model based on peak asset counts. Use Digital Wallet to monitor capacity actively and view daily usage trends. - **[View Managed Assets in Digital Wallet](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_view_wallet.htm&release=264.0.0&type=5)** Track your managed hardware asset count over a specific time frame to monitor consumption and make sure that billing scales with operational needs. Use these metrics to compare current usage against a purchased entitlement and identify inventory spikes that affect your high water mark. <!-- document id=2c74c957b20dbc06a047f675c232b74b5272eee36a993b8484c1eb8193293e48 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_fulfillment.md --> # Manage Hardware Fulfillment Orders Coordinate the hardware fulfillment lifecycle to reserve, track, and deploy internal IT assets to employees. Link serialized devices directly to fulfillment orders to establish a clear chain of custody. Maintain a reliable audit trail for all stockroom reservations. Track real-time shipping updates when hardware leaves an inventory location. Automatically update asset statuses throughout deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Link Assets to Fulfillment Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_link_assets_fulfillment.htm&release=264.0.0&type=5)** Link specific serialized devices to a fulfillment order to manage active inventory counts. This process transitions assets from a general reservation to a designated hardware allocation, locking the exact serial numbers for an employee request. - **[Ship Hardware to Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ship_hw.htm&release=264.0.0&type=5)** Ship hardware to employees by using Fulfillment Orders in IT Hardware Asset Management. Add logistics details and trigger automated asset status updates to maintain a strict chain of custody from the stockroom to the employee. - **[Transfer Hardware Between Stockrooms](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_transfer_hw.htm&release=264.0.0&type=5)** Transfer hardware between stockrooms by using product transfers to keep inventory counts accurate. Product transfers maintain data integrity by moving assets between locations with the same usage type. - **[Dispatch and Receive Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_dispatch_hw.htm&release=264.0.0&type=5)** Track hardware dispatch and finalize delivery by updating fulfillment order statuses. <!-- document id=b002343ea479c679c4cd32953df0e0569eeecd4523501c6f875310cc0dfd7379 url=/admin/current/en-us/service/264-0-0/ideas_admin.md --> # Manage Ideas Learn how to manage Ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d25131e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25131e54 ">To manage Ideas communities: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25131e54 ">Customize Application</td> </tr> </tbody> </table> The Ideas feature serves a community of users who post, vote for, and comment on ideas. Consider it an online suggestion box that includes discussions and popularity rankings for any subject. To further organize your community into smaller groups, you can create zones that reflect special interests, product groupings, or types of customers. You can display Ideas to internal Salesforce users; Salesforce.com Experience Builder sites, Customer Portals, or partner portals; or to public users (requires setting up a Salesforce Site). You can also manage Ideas from the console. Professional Edition organizations can have only one internal zone. All other editions can have up to 50 zones shared between Ideas, Answers, and Chatter Answers. As an administrator, you can: - Control whether ideas are enabled for your organization and customize the [half-life](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5) of ideas. See [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas."). - Create zones for organizing ideas. See [Create and Edit Zones](https://help.salesforce.com/s/articleView?id=service.ideas_new_comm.htm&release=264.0.0&type=5 "Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization."). - Create [Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_overview.htm&release=264.0.0&type=5 "Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company.") that let you invite members to post ideas about specific topics so that they can solve problems or propose innovations for your company. - Define picklist values for the Categories and Status fields. See [Define Picklist Values for the Categories and Status Fields](https://help.salesforce.com/s/articleView?id=service.ideas_edit_picklist.htm&release=264.0.0&type=5 "For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields."). - Specify the layout of custom fields. See [Set Page Layouts for Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_layouts.htm&release=264.0.0&type=5 "When you create a custom field for Ideas, you can add it to the Additional Information section that appears on the Post Idea and Idea Detail pages."). - Make idea reports available to your users. - Customize idea search layouts. - Reduce the number of duplications by merging ideas. - Assign a status to an idea. - Erase all history that a vote ever occurred by deleting the vote through the API. Specifically, deleting a vote does the following: - Removes 10 points from the idea's overall score - Removes the user's name from the Last 100 Votes section on the idea's detail page <!-- document id=4649d6258824fa163039cad215d771f417133199c8db802b22f0cd3db33a003e url=/admin/current/en-us/service/264-0-0/incident_mgmt_manage_slas.md --> # Manage Incident SLAs with Entitlements and Milestones Stay on top of your support Service Level Agreements when an incident occurs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Track your time to resolution with these tools: - Milestones - See an incident’s milestones from the incident record. ![Incident page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_page_layout.png) - Entitlements - Assign an entitlement to an incident to start the milestone counter. - Click **Incident Paused** to pause the milestone counter. <!-- document id=9492bd0819f8d279c83e71e3e9db10d1214493c75a32efd3d6a918b0acd8ce36 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_manage_inc.md --> # Manage Incidents for IT Services Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Create Incident Records Create an incident record to track disruptions that affect many employees. 1. From the **App Launcher**, find and select **Agentic IT Service Desk**. 2. In the Quick Find box, find, and select **Incidents**. 3. Click **New**. 4. Fill out the required fields: - Subject - Impact - Urgency - Priority - Status 5. If you're creating an incident on behalf of someone else, in the Reported By field, select the person affected by the issue. When you create an incident on behalf of another user, Salesforce sets the Created By field to your username. 6. Save your changes. During the incident lifecycle, fill out additional details as needed, such as: - Incident Owner - Assigned Group - Reported Method - Reported By - Resolution Summary To assign the incident to an individual user or to a queue, use the Incident Owner field. To assign the incident to a team, use the Assigned Group field, which accepts public groups only, not queues. This split keeps queue-based routing separate from team-based work assignment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note In orgs created after the Winter ’26 release, the legacy Assigned User field is hidden by default and isn’t accessible through the API. Use Incident Owner instead, and update any integrations that rely on Assigned User. In orgs created earlier, the Assigned User field still works, but we recommend moving to Incident Owner and Assigned Group. If an incident is created from the employee portal, Salesforce sets the Reported Method field to Portal. Users can't change this value, including fulfillers who work on this incident later. ## Create Problems from Incident Records Create problem records directly from incident records to investigate recurring issues identified during triage. Creating a problem record helps identify root causes early in the process. 1. Open an incident record. 2. From the quick actions menu, select **Create Problem**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you don’t see the action, open the **Actions** menu and select **Create Problem**. 3. Fill out the required fields: - Subject - Impact - Urgency - Priority 4. Save your changes. If **Create Problems with Einstein** is enabled in your org, use the option to automatically generate problem records. ## Create Change Requests from Incident Records Create change requests directly from incident records when resolving the issue requires a change. 1. Open an incident record. 2. From the quick actions menu, select **Create Change Request**. 3. Fill out the required fields: - Subject - Impact - Urgency - Priority - Risk Level 4. Save your changes. ## Create Incident Records from Emails Turn incoming employee emails into detailed incident records automatically. Admins must enable the Email-to-Incident feature. See [Configure Email-to-Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_configure_email_to_incident.htm&release=264.0.0&type=5 "Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled."). If your admin has enabled incident creation from chat or voice, the **Create Incident** action appears in the respective channel. Use this action to open the incident form and follow these steps. When an employee sends an email to the designated support address, the system automatically converts the email into an incident record. No manual steps are needed. If your admin turned on HTML and rich text for incidents, the formatting from the email is kept on the incident. Tables, lists, and inline styling stay readable, and images that the employee embedded in the email appear in the conversation thread instead of as separate download links. The new incident is routed by the active assignment rule for the Incident object. If no rule matches, the incident is assigned to the default incident owner that your admin set, so it’s never left unassigned. If the same email arrives more than once, only one incident is created, and later replies are added to that incident instead of creating another one. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example The admin enables Email-to-Incident, sets up a routing address, and assigns a default “Impact = High” and “Urgency = Medium.” Later, an employee sends an email with the Subject “VPN access not working” and the body “I can’t connect to the company VPN from this morning.” From this email, the system automatically creates an incident record with these details: | Field | Value | | --- | --- | | Subject | VPN access is not working | | Description | I can’t connect to the company VPN from this morning. | | Impact | High | | Urgency | Medium | Because priority mapping is configured, the system calculates the priority as High. The fulfiller reviews the incident record and proceeds with resolution. ## Create Incident Records from Voice or Chat Create incidents directly from messaging sessions or live conversations. Your admin must have set up Messaging for In-App and Web Agents and Omni-Channel routing. If your admin has turned on AI for creating chat and voice records, the system automatically fills the incident fields. 1. From a voice conversation or a messaging session’s record view, click **Create Incident**. 2. If AI is enabled, review and, if needed, edit the fields: - Subject - Reported By - Impact - Urgency - Status If the chat originated from a guest session, enter a value for Reported By manually. 3. If AI is not enabled, manually enter the values for these fields: - Subject - Reported By - Impact - Urgency - Status 4. Enter or update information as required. 5. Save your changes. ## Create Service Requests from Incidents Create a service request directly from an incident if the incident is actually a user request, such as for access or provisioning. Creating a service request routes the request through the correct fulfillment workflow and avoids incident-specific SLAs. The new service request retains key details from the incident, such as Reported By and Created By, while the original incident remains unchanged. Your admin must have set up service requests from incidents and the Action Launcher deployment for incidents. | Permission Set | Description | | --- | --- | | Industry Service Excellence | Gives users access to objects and features for Industry Service Excellence. | | Unified Catalog Agent | Gives users access to use and manage catalog items and service processes. | 1. Open an incident record. 2. From the Action Launcher, start the service process available as a service catalog item. For example, Create a Service Request. 3. Enter values for the required fields, such as **Reported By** and **Subject**. 4. Select **Next**. 5. To view the new record, select the service request link on the confirmation page. 6. Select **Finish**. ## Associate Incidents with Other Records Link incidents with other records, such as problems, change requests, and other incidents. By using these associations, incident management teams can understand the full context of an issue. With these associations, incident management team members can establish relationships between incidents and other records. There are two types of associations: - **Caused By** indicates that another ticket was responsible for the incident. - **Similar** indicates that there appears to be a relationship between this incident and another ticket. 1. Open the incident record and go to the **Associations** tab. 2. From the Record Type dropdown, select the type of record you want to associate: - Incident - Problem - Change Request - Release 3. Click **Add**. 4. Select one or more records to associate. 5. From Relationship Type, select **Caused By** or **Similar**. 6. Save your changes. ## Associate Affected and Impacted CIs with Incidents Add configuration items to an incident so you can see which items are directly involved and which depend on them. To associate configuration items with an incident, follow the steps in [Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption."). ## Associate Cases with Incidents Associate cases with an incident to give fulfillers more context about related support work. Your admin must add the **Cases** related list to the incident page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open an incident record, and then click the **Related** tab. 2. In the **Cases** related list, click **Add**. 3. Search for a case by name or number, select the case, and then click **Save**. ## Associate Service Requests with Incidents Associate service requests with an incident to give fulfillers more context about related requests. Your admin must add the **Service Requests** related list to the incident page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open an incident record, and then click the **Related** tab. 2. In the **Service Requests** related list, click **Add**. 3. Search for and select a service request. 4. For **Relationship Type**, select a value, such as **Linked to Service Request**. 5. Click **Save**. ## Remove Associations Update record relationships by removing outdated or incorrect associations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Removing an association doesn’t delete the associated record. For example, removing a problem from an incident doesn’t delete the problem record. 1. Open the incident record and go to the **Associations** tab. To remove a case or a service request, go to the **Related** tab instead. 2. Select the records that you want to remove. 3. Click **Remove**. 4. Click **Yes**. ## Resolve Associated Records Resolve incidents and their associated records together to make sure that all related work is completed together. 1. Open the incident record and go to the **Associations** tab. 2. Select the record type of the records you want to resolve. 3. Select records from the list. 4. Click **Resolve**. 5. In the window, enter the required resolution details. 6. Save your changes. When an incident transitions to a resolved state, Salesforce automatically populates the Resolved By field. If the incident is reopened, Salesforce clears the Resolved By field. ## Close Incident Records Update the incident status to Resolved or Closed to reflect the current state of the issue and complete the incident lifecycle. 1. From the **App Launcher**, find and select **Agentic IT Service Desk**. 2. In the Quick Find box, find, and select **Incidents**. 3. Open the incident record that you want to close. 4. In the Status field, select: | | | | --- | --- | | Resolved | to mark the issue as fixed. | | Closed | to complete the incident lifecycle. | 5. In the Resolution Summary field, enter the resolution details. 6. Save your changes. - When you select Resolved, Salesforce sets Resolution Date Time, End Date Time, and Resolved By. - When you select Closed, Salesforce sets End Date Time and Resolved By. ## Manage Email Conversations from an Incident After you configure Email-to-Incident, incoming emails and related replies are associated with the corresponding incident. You can review the email conversation directly from the incident record. When you send an email from the incident, the email is added to the incident feed and remains associated with the incident. Subsequent replies are automatically linked to the same incident conversation. 1. Open an incident. 2. Click **Feed**. 3. Review the email conversation associated with the incident. Formatting from the incoming email, such as tables and lists, is preserved, and embedded images appear in the conversation thread. 4. Click **Email**. 5. Enter the recipients and message details. If your admin set a default email template for the routing address, the reply opens with that template applied. Merge fields in the template resolve the incident details, such as the incident number and subject, so you don’t enter them manually. 6. To add a standard response, such as troubleshooting steps that you send often, insert quick text. 7. Review the email before you send it. Your signature is added automatically. Your admin controls whether it appears directly after your reply or at the bottom of the entire email thread. If your admin turned on **Save unfinished replies as drafts**, your reply is saved every 30 seconds while you work. If you navigate away or your session ends, open the incident again to resume the draft. 8. Send the email, or schedule it to send at a later date and time. Schedule a reply when you don’t want it to reach the employee outside of their working hours. You can cancel a scheduled email before it’s sent. ## Add Ticket Comments to an Incident Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity. Ticket comments and the Chatter feed serve different purposes and run alongside each other. The feed records system activity, such as field changes. Ticket comments record what fulfillers and employees deliberately post. Posting a comment doesn't create a Chatter post, and comments aren't synced to the feed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The same steps apply to service requests. 1. Open an incident record. 2. Click **Comments**. 3. Enter your update in the comment editor. Use the toolbar to format the text, add hyperlinks, and insert code snippets for commands, logs, and scripts. A comment can contain up to 68,630 characters. A counter shows how many characters you have left. 4. Select the visibility for the comment. | | | | --- | --- | | Public | to share the update with the employee who reported the incident. Public comments show a public badge. | | Private | to keep the update visible only to the fulfillers who have access to the incident. Private comments show a lock badge. | Your admin sets the default visibility for each object. Change the visibility before you post the comment. 5. To give the team more context, attach one or more files to the comment. Attached files also appear in the Files list on the incident. 6. Post the comment. Comments show a relative timestamp, such as 2 hours ago, for the first 6 hours. After that, they show the date and time. Public comments notify the employee who reported the incident along with the fulfillers on the incident. Private comments notify only the fulfillers. To set up these notifications, see [Configure Related Object Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config_related_obj_notif.htm&release=264.0.0&type=5 "Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object."). 7. To find a comment in a long thread, filter, search, or sort the comments. - To show all comments, only public comments, or only private comments, select the **All**, **Public**, or **Private** tab. - To match text in the comment body or the author's name, enter a keyword in the search box. - To change the order of the thread, sort the comments by newest or oldest first. ## Edit or Delete Your Ticket Comments Correct a comment that you posted, or remove a comment that you posted in error. 1. Open the incident record and click **Comments**. 2. Find a comment that you posted. 3. From the actions menu on the comment, select **Edit** or **Delete**. 4. If you're editing the comment, update the text, and then save your changes. Edited comments show an Edited label so that readers know the text changed after it was posted. <!-- document id=5d1112272056678a6c06d5d87bbb2e26c743309dca573995543c06ba8499fe8a url=/admin/current/en-us/service/264-0-0/bots_service_manage_intent_sets.md --> # Manage Intent Data in Einstein Intent Sets Learn how to use bulk actions in Einstein Intent Sets to move utterances, assign languages, or delete utterances. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17861e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17861e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17861e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17861e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17861e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting in Summer ’21, utterances are assigned to languages. If utterances exist in your org before Summer ’21, they’re identified as an unassigned language. All new utterances require a language, and we recommend that you assign languages to any existing unassigned utterances. 1. From Setup, in the Quick Find box, enter Einstein Intent Sets, and then select **Einstein Intent Sets**. 2. Click the down button next to the intent set, and click **Edit**. Click the down button next to the intent you want to update, and click **Edit**. 3. Filter the list of utterances by language using the Language dropdown. 4. Use the checkboxes to select the utterances to bulk edit and click the global action buttons. - Assign Language: Assigns a language to the selected utterances. You can select **Clone selected utterances and preserve the original utterances** to make a copy of the selected utterances and assign the language to the copies. Bots built to handle multiple dialects can quickly generate utterances using this feature. - Reassign Utterances: Moves the selected utterances to a new intent or intent set. - Delete Utterances: Deletes the selected utterances. ![Select multiple utterances and take action in bulk.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_manage_intent_set_bulk.png) <!-- document id=3ca11b7a07b8cf8cd0f813fa5e61f2c3c4ffdd77fd01a2c661b931f70c12f7ac url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_status_map_ref.md --> # Manage Inventory Counts with Asset Status Mappings Map dynamic asset statuses to static product item quantity fields. This process automatically tracks granular inventory counts without manual data entry. When a hardware asset undergoes a lifecycle change, the system updates state-based quantity fields on its related product item record. Check stockroom states in real-time to optimize sourcing pathways, prevent double-booking, and eliminate fulfillment delays. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## How Mapping Works The status-mapping framework evaluates an asset status and automatically rolls up calculated values to its associated product item. This rollup occurs when a serialized product asset links to an inventory location with an asset-based usage type. A single asset status can map to multiple quantity fields simultaneously. For example, when an asset status updates to **Reserved**, the system increments both **Quantity On Hand** and **Quantity Allocated**. ## Default Asset Status Mappings These default mappings dictate which product item quantity fields update automatically when an asset record status changes. | Asset Status | Status Category | Product Item Quantity Field(s) | Description | | --- | --- | --- | --- | | Available | In Stock | Quantity On Hand | Physically present in the stockroom and ready for deployment. | | Reclaimed | In Stock | Quantity On Hand, Quantity On Hold | Returned to stockroom; held for operational evaluation. | | Defective | In Stock | Quantity On Hand, Quantity Damaged | Physically present but unusable due to hardware failure or issue. | | Reserved | In Stock | Quantity On Hand, Quantity Allocated | Soft-reserved or hard-reserved for an upcoming fulfillment order. | | On Hold | In Stock | Quantity On Hand, Quantity On Hold | Present but restricted from active deployment. | | Pending Disposal | Retired | Quantity On Hand, Quantity On Hold | Awaiting vendor pickup or physical destruction. | | In Transit | In Transit | Quantity In Transit | En route between stockroom locations or dispatch channels. | | Assigned | In Use | Quantity Allocated | Issued and active with an end user. | | Ordered | In Stock | Quantity Ordered | Purchased from vendor; pending stockroom arrival. | | Void | In Stock | Quantity On Hand | The reverted state applied when a disposal order or workflow is canceled. | ## Unmapped Status Values and Exception Handling If an asset transitions to an unmapped status, the rollup framework skips updating product item fields. Existing counts remain unchanged, and the system records an error in the **Configuration Management Item Sync Log**. Users who attempt to update assets without mapped categories or necessary access receive system validation notifications. ## Customize Status Mappings Extend, modify, or override default mappings to align inventory behavior with custom business workflows. - **Unified Setup Console**: Go to **Asset Status Mapping** in Setup to configure status-to-category, quantity, lifecycle transition, and search filter rules. - **Inventory Quantity Mapping**: Use the **Inventory Quantity** tab to link dynamic status picklist values to specific product item quantity fields. Select from **Quantity On Hand**, **Quantity Allocated**, **Quantity Damaged**, **Quantity On Hold**, or **Quantity In Transit**. - **Dynamic Picklist Alignment**: Configure the mapping in Setup before creating asset records with the new status. This step prevents data sync issues when adding custom values to the Asset Status dynamic picklist. ## Usage Considerations - **Dynamic Picklists**: The Asset Status field is a dynamic picklist where you add custom values. Map new custom statuses via the Configuration Management Asset Status Qualifier to update quantity columns accurately. - **Deleted Values**: Avoid deleting actively mapped Asset Status picklist values. Deleting an active status breaks the mapping framework and causes inventory inaccuracies. - **Location Requirements**: Inventory rollups occur only for locations where the **Usage Type** is **Asset based** and **IsInventoryLocation** is selected. - **Status Reversion**: When you cancel a workflow (such as a Disposal Order), the asset returns to its prior state. This process maintains the audit trail in the Asset Timeline. - **Asset Timeline Auditing**: Quantitative rollups don’t show on the asset chronological timeline component. The timeline tracks status changes captured in Asset Activity records, while counts reside on the product item record. <!-- document id=1d8546ce85769dd52136a68963d7e07a4c5b9881b621c580b1270eb52ab21599 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_reclaims_parent.md --> # Manage IT Asset Reclaims Track returned devices from employees and automate inventory updates. Standardized return workflows support employee offboarding and hardware refreshes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> You can: - Track the complete end-to-end journey of returned IT hardware. - Route different devices from a single request to specific stockrooms or disposal vendors. - Maintain an audit trail of every status change to meet compliance requirements. - Update inventory counts automatically when you receive or retire assets. - **[Return Orders and Return Order Line Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_return_orders.htm&release=264.0.0&type=5)** Track and manage the end-of-life and reclamation journeys for your internal hardware inventory from a centralized app. Return orders give your IT department real-time visibility into incoming devices, automate quantity rollups at target stockrooms, and maintain an accurate audit trail of asset state changes. - **[Submit a Device Return or Refresh Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_submit_return.htm&release=264.0.0&type=5)** Submit a request through the Agentforce Employee Portal to return or refresh your company-issued hardware. This process routes your equipment correctly and updates inventory records. - **[Process a Hardware Asset Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_hardware_return.htm&release=264.0.0&type=5)** Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking. - **[Receive Returned Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_receive_returned_hardware.htm&release=264.0.0&type=5)** Receive serialized hardware at a destination inventory location to complete asset reclamation. Processing incoming returns automatically updates asset lifecycle states, increments inventory counts at the receiving location, and logs an immutable audit trail. - **[Process Hardware Asset Refresh and Reclaim](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_refresh.htm&release=264.0.0&type=5)** Fulfill replacement hardware requests for employees while managing the return of existing devices. Automate lifecycle updates, track return service-level agreements (SLAs) through automated multilevel notifications, and manage modification requests by using agents. - **[Automate Return Reminders with Service-Level Agreement Tracking](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_return_reminders.htm&release=264.0.0&type=5)** The asset reclamation and return workflow helps IT departments track hardware items returned by users during offboarding or device refresh cycles. Salesforce admins can configure service-level agreement (SLA) policies and multichannel notification templates to automate employee return reminders across email. - **[Set Up SLA Policies and IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_sla_notif_parent.htm&release=264.0.0&type=5)** Establish service-level agreement (SLA) policies and multichannel notification workflows to track resolution targets and keep IT representatives updated on critical milestone events. - **[Asset Reclamation Lifecycle and Best Practices](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_reclaim_lifecycle.htm&release=264.0.0&type=5)** Learn how Service Level Agreements (SLAs) track and escalate hardware return milestones across the asset lifecycle. Review recommended practices for integrating HR event triggers and tagging bulk requests for campaign tracking. - **[Initiate Employee Asset Reclamation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_reclaim_assets.htm&release=264.0.0&type=5)** Reclaim IT hardware and monitor return progress when employees offboard or change roles. Initiating a reclamation automatically creates service requests and return orders to help you manage shipping details, drop-off instructions, and inventory status. <!-- document id=5f872bdfe98ae53684ed2f1e456b94daa6b6691529680be24e380fd9ae630732 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_inventory_parent.md --> # Manage IT Hardware Inventory Locations and Rollups Configure stockrooms or storage sites as inventory locations to track devices and status-driven quantity rollups. Reserve assets for upcoming requests with soft reservations to prevent double-booking before picking physical devices. Track real-time state changes directly on an asset timeline. Establish event-driven, bidirectional synchronization to align records with your Configuration Management Database (CMDB). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Location Usage Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_location_types.htm&release=264.0.0&type=5)** Manage IT Hardware Asset Management inventory models seamlessly within a single Salesforce org. Defining the inventory model at the location level makes sure you use consistent logic for all workspace items. - **[Asset Status Mapping](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_map_prnt.htm&release=264.0.0&type=5)** Map dynamic asset statuses to product item quantity fields to automatically update inventory counts when an asset changes status. - **[Asset Activity](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_activity_parent.htm&release=264.0.0&type=5)** Track lifecycle events for hardware assets by using a core transactional logging entity. When you configure asset-based tracking at storage locations, the system records state changes and quantity updates automatically. Add the custom timeline to Lightning record pages so that admins and IT reps can quickly view chronological asset history. Review record modifications, status adjustments, and initiating users at a glance. - **[Soft Reservations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_soft_rsrvtns_prnt.htm&release=264.0.0&type=5)** Secure inventory for specific demand sources before picking physical devices. Configure soft reservations to track planned usage and decrease available counts in real time. - **[Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ci_sync.htm&release=264.0.0&type=5)** Keep IT hardware asset and configuration item (CI) records aligned so your IT reps work with accurate inventory data. Map fields and designate a source of truth for each one. Built-in loop prevention stops repeating updates, and the sync log helps you troubleshoot errors. <!-- document id=16837bd6e8f241bf90f34d441673d82374b7ed7f5d5c4baaa1fd3e63cabb6ced url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_svc_req_parent.md --> # Manage IT Service Delivery with Service Requests Fulfill routine IT service requests, such as system access and hardware provisioning. Transition from standard cases to purpose-built service requests to simplify hardware lifecycle workflows. Centralize tracking on service requests to help admins manage inventory updates, track physical movements, and maintain an audit trail. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Service Requests for IT Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_srvc_rqst.htm&release=264.0.0&type=5)** Streamline IT hardware and service fulfillment with direct employee self-service channels. - **[Request New Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_request_hw.htm&release=264.0.0&type=5)** Request internal IT devices like laptops, monitors, or phones through the self-service portal. This process automatically generates a service request record for the IT fulfillment team to process and distribute your device. - **[Track the Status of Your Hardware Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_track_rqst.htm&release=264.0.0&type=5)** Monitor the real-time progress of your hardware requests. Stay updated through automated notifications. <!-- document id=468a954cca9729ebb9434fafb90f31ea6fd40b54fd559f37f0a41f5b5e55fe4b url=/admin/current/en-us/service/264-0-0/macros_manage.md --> # Manage Macros You can clone a macro to create a macro with slightly different instructions. You can also share macros with other users. However, sharing works differently in Salesforce Classic and Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Clone Macros](https://help.salesforce.com/s/articleView?id=service.macros_clone.htm&release=264.0.0&type=5)** You can quickly copy a macro by cloning it. Cloning a macro is useful when you want to create a macro that is a variant of the source macro. - **[Share Macros](https://help.salesforce.com/s/articleView?id=service.macros_sharing.htm&release=264.0.0&type=5)** You can share macros with users, public groups, and more. In Salesforce Classic, you can share individual macros. In Lightning Experience, you share macros using folders. - **[Search All Text Fields in Macros](https://help.salesforce.com/s/articleView?id=service.macros_search.htm&release=264.0.0&type=5)** Expand the scope of macros search so that support reps can quickly find macros by searching for keywords contained in a macro’s text fields. <!-- document id=27f02919e8a57a06103872fb8f61a62c0d808eb5ae788cf49ce70b2bdf9727dc url=/admin/current/en-us/service/264-0-0/afcc_sv_manage_media.md --> # Manage Media in Agentforce Contact Center Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93548e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93548e67 ">To manage media:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93548e67 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> A key use case is assigning audio to multiple interaction points, such as a company-branded welcome message and a legal compliance announcement. This ensures a seamless experience throughout the caller's journey, boosting satisfaction and improving your team's operational efficiency. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - For existing orgs, retry the setup on the Media Management page to migrate your data and access new features. During migration, the system: - Moves the custom label Queue Music to the Default Media Labels section, if the label exists in the old setup. - Shows existing associations for Music on Hold and Recording Announcement in the Custom Media Labels section. - Renames the user’s file by adding a suffix when its name matches a new Salesforce default file, such as Default Hold Music. - Uses the media file configured under Custom Hold Music instead of the default Hold Music (Music on Hold) file when a custom Hold Music label exists. - Links the corresponding default file to a default label if there is no file linked to that label. - Retains files associated with the default Hold Music or Call Recording Message labels. - Adds Music on Hold or Recording Announcement labels under Custom Media Labels only when a file is associated in IVR. - Uses the Default Queue Music file for the queue music experience instead of Hold Music, unless a label with the same name is explicitly configured. - **[Preview and Download Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_preview_and_download_media_files.htm&release=264.0.0&type=5)** Admins can preview audio playback directly within Salesforce across the Media Library and Media Labels tabs, as well as download files locally. - **[Search and Filter Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_search_and_filter_media_files.htm&release=264.0.0&type=5)** Search and filter media files in the Media Management library to locate specific audio files or custom media labels. - **[Add Media Files](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_media_files.htm&release=264.0.0&type=5)** Upload and manage audio files within the media library to use for your voice interactions and prompt configurations. - **[Add New Custom Media](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_new_custom_media.htm&release=264.0.0&type=5)** Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time. - **[Edit Custom Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_custom_media_label_2.htm&release=264.0.0&type=5)** Assign media files from your repository to custom media labels to make them available for routing flows. You can use the one you upload, update, and replace the assigned media file at any time. - **[Edit Default Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_media_label.htm&release=264.0.0&type=5)** Update the audio file associated with a default media label in your voice service settings. - **[Delete a Custom Media File](https://help.salesforce.com/s/articleView?id=service.afcc_sv_delete_a_custom_media_file.htm&release=264.0.0&type=5)** Permanently remove media files from your Media Library when they are no longer associated with any media labels. If the file is in use, the system displays the list of media labels associated with it. - **[Delete a Custom Media Label](https://help.salesforce.com/s/articleView?id=service.afcc_sv_delete_custom_media_label.htm&release=264.0.0&type=5)** You can delete a custom media label only if it isn't referenced in any active IVR flow. <!-- document id=0cff46de1b1afbf5572b47ed588da12d0037a5384417cd87c22d5863e04ec1dd url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_notifications.md --> # Manage Notifications for Employee Enablement Programs Help your company’s Employee Enablement Program rollout run smoothly by encouraging employees to take and complete programs on time. Notify employees when a program is assigned or when they self-enroll in a program. Remind employees when they haven’t started taking a program they enrolled in. Nudge users when a program is due soon. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27999e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27999e55 ">To manage notifications for programs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27999e55 "> <p>View Setup and Configuration</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data OR Customize Application</p> </td> </tr> </tbody> </table> These notification types are available. - Program Assigned - Program Enrolled - Program Not Started - Program Due For each notification type, users receive an email notification and in-app notification. <!-- document id=9f1ba7fccb8468103e0ba0d818c5f0cd9dabb23c90c112758b804287889cc4ea url=/admin/current/en-us/service/264-0-0/pfs_manage_opt_conflicts.md --> # Manage Optimization Conflicts Enhance operational stability and reduce your optimization partial completion rate by preventing optimization conflicts when multiple optimization requests are made simultaneously on the same dataset. For example, prevent two users from creating optimization requests simultaneously for the same territory and horizon. Also configure what happens when schedule changes are made while optimization is running, for example, if a new job is automatically scheduled or a dispatcher reschedules a job while optimization is running. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Prevent Overlapping Field Service Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts_prevent_overlap.htm&release=264.0.0&type=5)** When initiating resource schedule optimization, in-day optimization, or global optimization, Field Service checks for other such optimization requests that are being processed simultaneously for the same territory or service resources with at least 1 day of overlap in the optimization horizon. For example, a dispatcher activates resource schedule optimization for a resource that’s part of a dataset being optimized through in-day optimization. If an overlap is detected, a message is shown and the newly initiated optimization request is aborted. Similarly, when a dispatcher tries to make changes to the Gantt, which is being processed by a background optimization request such as in-day optimization, a message is shown notifying the dispatcher that their changes can create unwanted results. The dispatcher can choose whether to continue with the manual changes or not. - **[Handle Conflicts During Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts_handle_conflicts.htm&release=264.0.0&type=5)** Define the Commit Mode in the scheduling policy to determine what happens when schedule conflicts occur during global, in-day, or resource schedule optimization. - **[Guidelines for Using the Scheduling Policy Commit Mode](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts_guidelines.htm&release=264.0.0&type=5)** Define what happens when a dispatcher or scheduling operation makes a change to the schedule that conflicts with an ongoing optimization process. <!-- document id=d6b888d6dc4a3f1ea613ce781a72bf755133c49a3f9007d0238e05df2bec5d66 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_manage_policies_app.md --> # Manage Policies in IT Compliance App Use the specialized IT Compliance app to centralize your governance documentation and manage the lifecycle of policy and clause records. Monitor record statuses and navigate the relationships between parent policies and underlying requirements to ensure your compliance data remains accurate and audit-ready. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Create IT Compliance Policies and Policy Clauses](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_create_policy.htm&release=264.0.0&type=5)** Create IT compliance policies and clauses to translate external regulatory frameworks, such as SOC 2 or HIPAA, into actionable internal standards. These records help you mitigate risk and ensure secure operations across your IT environment. - **[Draft Policy Clauses with AI for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_draft_policy_clauses_ai.htm&release=264.0.0&type=5)** Quickly create internal policy requirements by using generative AI to draft clauses based on external regulations. Using AI-generated drafts reduces manual effort and ensures your policies align with specific regulatory standards. - **[Preview Policies and Reorder Clauses for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_preview_policy_clauses.htm&release=264.0.0&type=5)** To ensure your policy is organized and visually accurate for auditors, preview the document layout and reorder its clauses. Adjusting the sequence helps you prioritize critical information and maintain a logical flow. - **[Map IT Compliance Policy Clause Versions to Policy Versions and Regulation Clause Versions](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_map_policy_reg_clauses.htm&release=264.0.0&type=5)** Map policy clauses to parent policy versions and external regulatory requirements. Linking a clause to a policy version ensures the document is complete and ready for distribution. Linking an internal clause to an external regulation clause provides verifiable proof for auditors and also helps you quickly identify which internal policies need updates when an external law changes. - **[Publish and Activate IT Compliance Policies and Clauses](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_publish_policy.htm&release=264.0.0&type=5)** Finalize your IT governance standards by publishing and activating policy versions and clause versions. Activating a policy version with its underlying clauses ensures that the latest standards are available for audits and employee review. - **[Distribute Policies and Track Acknowledgments for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_distribute_track_ack.htm&release=264.0.0&type=5)** Distribute policies and launch targeted communication campaigns to ensure organizational awareness and maintain a defensible audit trail. Define acknowledgment windows for specific audiences and monitor employee attestations in real time to verify compliance with internal standards. <!-- document id=e5a1f2ab1d447c08fd1c4f564800e1df54622f2778342e6d5d75cd7b8c45e616 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_manage_policies_o365.md --> # Manage Policies in Microsoft 365 for IT Compliance Author and refine policy content using familiar word-processing tools by integrating with Microsoft 365. Use generative AI to draft and refine clauses, collaborate with stakeholders directly in Microsoft Word, and resolve synchronization conflicts to ensure your compliance data remains a single source of truth across both platforms. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[View Policy Documents in Microsoft Word for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_open_policy_msword.htm&release=264.0.0&type=5)** Open your policy records in Microsoft Word to draft and refine content using familiar word-processing tools. The Salesforce Policy Connector ensures you are editing the latest version and synchronizes your changes back to Salesforce. - **[Author and Manage Policy Clauses in Microsoft Word for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_author_manage_policy_clauses_word.htm&release=264.0.0&type=5)** Draft and manage policies directly in Microsoft Word by creating and editing clauses, or reusing existing ones from your library. The Salesforce Policy Connector ensures that your Word edits are synchronized with your policy records in Salesforce. - **[Modify Policy Clauses with AI in Microsoft Word for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_draft_policy_ai_msword.htm&release=264.0.0&type=5)** Use generative AI to draft and refine clauses directly in Microsoft Word to accelerate policy authoring. AI-assisted editing helps you generate new requirements or adjust the tone and length of existing text while maintaining a seamless link to your Salesforce compliance records. - **[Resolve Synchronization Conflicts in Microsoft Word for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_resolve_sync_conflicts_msword.htm&release=264.0.0&type=5)** Resolve synchronization conflicts manually to maintain data integrity when policy text changes are made simultaneously in Salesforce and Microsoft Word. Choosing the correct version of a clause ensures your policy remains accurate and consistent across both platforms. <!-- document id=00ec420e3542c84bcfacc8a2154839d4791de041ebb84997f3a9315c1412a6e7 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_create_manage_prbs.md --> # Manage Problems for IT Services Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d120601e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To accept the risk for problems:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Problem Risk Accepter</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To reopen a problem:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Problem Reopener</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To associate Problem to an Incident:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Incident Problem Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To associate Problem to a Change Request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Problem Change Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To associate Problem to a Release:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Problem Release Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">To resolve an association:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120601e74 ">IT Service Problem Association Resolver</td> </tr> </tbody> </table> ## Create Problems IT service reps can create and manage problems to initiate a formal investigation into recurring issues. By logging problems, reps make sure that the root cause of an issue is addressed, which helps to maintain service quality and improve operational performance. 1. From the App Launcher, find and select **Problems** and then click **New**. Service reps can also create problems from incident record. Enter **Subject**, **Status**, **Urgency**, and **Impact**. It’s also recommended to fill out **Reported By**. These are the mandatory fields. You can fill out the rest of the fields after you’ve created the problem. 2. Save your changes. You can also add or modify details during the problem lifecyle. ## Create Change Requests for Problem Create change requests after identifying the root cause of a problem to ensure long-term resolution of the problems. Linking change efforts to problems ensures that fixes are implemented efficiently and service improvements are traceable and controlled. 1. On the Details tab of Problem record, click **Create Change Request**. Enter **Subject**, **Impact**, **Urgency**, **Priority**, and **Risk Level**. It’s also recommended to fill out **Type**. You can fill out the rest of the fields after the change request is created. 2. Click **Create**. ## Accept Risk for Problems Use the Accept Risk action to formally acknowledge and close a problem that poses a known business risk. Problem Managers can select this option when a resolution isn’t feasible but the risk is understood and accepted by the business. This ensures transparency, proper documentation, and progress in issue tracking. 1. From Problem Record Details page, click **Accept Risk**. 2. Enter the Resolution Summary providing a justification as to why this problem can be closed with risk. 3. Save your changes. ## Reopen Problems Reopen a Problem record to continue investigation or resolution after it was previously closed. This allows teams to take further action when new information becomes available or if the issue reoccurs. Reopening ensures visibility and accountability throughout the problem lifecycle. 1. From the resolved Problem Record page, click **Re-Open**. 2. Add a business justification for reopening the problem. 3. Save your changes. ## Associate Problems to Other Issues Use associations to link related problems and other records. Associations help identify root causes and recurring issues. Problem associations can be of two type: Caused By (when another ticket caused the issue) and Similar (when there’s a known relationship). These associations improve visibility and streamline problem management. 1. To associate a Problem to another record: 1. On the Details tab of a Problem record click **Associate** or go to the **Associations** tab and click **Add**. 2. Select the **Record Type** and **Relationship Type**. 3. Select all the records that you would like to associate to the current record. You can associate a single record or multiple records in the same interaction. 4. Save your changes. 2. To remove an existing association: 1. From a Problem record, go to the Associations tab, click **Remove**. 2. Select the Record Type and select the records you want to remove, and then click **Remove**. Removing Associations doesn’t lead to deletion of related records. 3. You can use the Associations feature to bulk close records manually: 1. From a Problem record, go to the Associations tab, select the **Record Type**. 2. Select the records that you want to resolve, and then click **Resolve**. ## Associate Affected and Impacted CIs with Problems Add configuration items to a problem so you can see which items are directly involved and which depend on them. To associate configuration items with a problem, follow the steps in [Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption."). ## Associate Cases with Problems Associate cases with a problem to give fulfillers more context while they investigate the root cause. Your admin must add the **Cases** related list to the problem page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open a problem record, and then click the **Related** tab. 2. In the **Cases** related list, click **Add**. 3. Search for a case by name or number, select the case, and then click **Save**. 4. To remove an association, select the case, click **Remove**, and then confirm the removal. Only the association is removed. The case record isn't deleted. ## Resolve Problems Fix the root cause of the problem, and close it to prevent recurrence and maintain reliable operations. Add a note that if a permanent solution isn't available you can document the workaround in a knowledge article and in the workaround field before closing it. 1. From the Problem Record Details page, fill out the Problem Analysis and Resolution Information. 2. Save your changes and change the status to **Closed**. <!-- document id=d1c06c0b49f13a4356b1784af400a812b59be5d869ad0ebb9e555a927433456c url=/admin/current/en-us/service/264-0-0/promoted_search_terms_admin.md --> # Manage Promoted Search Terms in Knowledge Articles From a single page, you can view, edit, and delete all the promoted search terms that are associated with Salesforce Knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38918e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38918e61 ">To create, edit, and delete promoted search terms:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38918e61 ">Manage Promoted Search Terms</td> </tr> </tbody> </table> You can [add promoted search terms to articles](https://help.salesforce.com/s/articleView?id=service.promoted_search_terms.htm&release=264.0.0&type=5 "Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing Enter (Windows) or Return (Mac) see the article appear first in their search results.") to influence the results when your customers and users search. 1. From Setup, enter Promoted Search Terms in the Quick Find box, then select **Promoted Search Terms**. 2. To view which terms are assigned to an article, sort by the Article Title column. 3. To edit a term, click **Edit** in its row. 4. To delete a term, click **Delete** in its row. The term is deleted only from the article associated with this row, not from other articles. 5. Save your changes. #### See Also - [Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5 "To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=c2a90ce51b576b8bca75a821f960577ab3798deef13ce6d9a62753e3b9a95ddf url=/admin/current/en-us/service/264-0-0/queues_membership_summary.md --> # Manage Queue Membership in the User Access Summary View and manage a user’s queue membership from the user access summary. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic (<a href="https://help.salesforce.com/articleView?id=overview_edition_lex_only.htm&language=en_US" target="_blank">not available in all orgs</a>) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"> </td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d113484e65">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113484e65 ">To create or change queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113484e65 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Public List Views</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113484e65 ">To change queues created by other users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113484e65 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Public List Views and Manage Users</p> </td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Instead of completing this task manually, get help from Setup with Agentforce. For example, tell the Setup agent, “Add user Anthony Hall to the ‘Level 2 Support’ queue.” For more information, see [User Management in Setup with Agentforce](https://help.salesforce.com/s/articleView?id=xcloud.setup_agentforce_user_management.htm&language=en_US). 1. From Setup, in the Quick Find box, enter Users, and then select **Users**. 2. Select a user, and then click **View Summary**. 3. Under the Groups and Queues section, go to the **Queue Membership** tab. You can view the user’s assigned queues. 4. To add a user to queues, click **Add**. 5. To remove a user from queues, select one or more queues, and then click **Remove**. To help you manage queue membership more easily, you can search the list by Label and sort it by Label or API Name. <!-- document id=e915893164be5a1c2219865e50a830b1b6f979f199613d9689fa72e05ed2b533 url=/admin/current/en-us/service/264-0-0/csi_manage_rti.md --> # Manage Real-Time Insights Adjust how often real-time sentiment insights are generated for your cases or turn them off completely. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong class="uicontrol">Enterprise</strong>, <strong class="uicontrol">Unlimited</strong>, and <strong class="uicontrol">Developer</strong> Editions with the Customer Experience Intelligence add-on</td></tr></tbody></table> 1. From Setup, use Quick Find to go to **Real-Time Insights**. 2. For Case, click the down arrow and select **Edit Insights Settings**. ![Edit the insights for cases.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_edit_rti.png) 3. Modify the time or message count details. 4. Save your changes. 5. To disable real-time insights, turn off insights for Case. ![Disable real-time insights for cases.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_disable_rti.png) <!-- document id=7e1634665f2e6cc5206f52930aae67311c53db196afaf77f0e49f8a2dba3a579 url=/admin/current/en-us/service/264-0-0/it_srvcs_grc_manage_reg_clauses.md --> # Manage Regulation Clauses and Regulation Clause Versions for IT Compliance Map regulation clauses to internal policies and controls, publish and activate clause versions, and manage amendments as regulatory authorities update their requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about Regulatory records for Process Compliance Navigator, the same concepts apply for these records for IT Compliance in Agentforce IT Service. ## Map Regulation Clause Versions to a Regulation Version Map regulation clause versions to a regulation version to define which clauses are in effect for that version of the regulation. You can also unmap a clause version from a regulation version when it's no longer relevant. For more details, see [Map a Regulation Clause Version to a Regulation Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_map_regulation_clause_version.htm&type=5&language=en_US). ## Publish and Activate Regulation Versions Publish a regulation version along with its mapped regulation clause versions to make the requirements available to control managers and policy managers. On the effective date, activate the regulation version to enforce it across your organization. This also activates the regulation clause versions mapped to the regulation version. For more details, see [Publish a Regulation Version and a Regulation Clause Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_publish_regulation_version.htm&type=5&language=en_US) and [Activate a Published Regulation Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_activate_regulation_version.htm&type=5&language=en_US). ## Manage Amendments When a regulatory authority publishes an amendment, clone the existing regulation version to create a new version that retains the existing clause mappings. Add new clauses, remove obsolete clauses, or revise existing ones, and then retire the previous active version when the new version takes effect. For more details, see [Manage Amendments in Regulations](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_manage_amendments.htm&type=5&language=en_US) and [Retire a Regulation Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_retire_regulation_version.htm&type=5&language=en_US). ## Status Transitions Regulation versions and regulation clause versions move through Draft, Published, Active, and Retired statuses. To enforce valid status transitions and required associations, turn on the [Regulation and Policy Status Transition and Validation Criteria](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_turn_on_regulation_policy_status_transition.htm&type=5&language=en_US) setting. For more details about the rules governing each transition, see [Transition Criteria for Regulation Record Status](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_regulation_version_transition.htm&type=5&language=en_US). ## Bulk Updates To update the status field on many regulation clause version records at once, use bulk update on the parent regulation version. For more details, see [Bulk Update a Regulation Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_bulk_update_regulation_version.htm&type=5&language=en_US). <!-- document id=7e2b4cb35e846400ab1861158a7941ac03b03e3971f020efe8df81ae6f4d8200 url=/admin/current/en-us/service/264-0-0/it_srvcs_rel_manage_rel.md --> # Manage Releases for IT Services Plan, build, test, and deploy approved IT changes, such as software updates and hardware upgrades, in a controlled way. Each release can include infrastructure components, applications, documentation, and training materials. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Create a Release Create release records to deploy new features, fixes, and changes with minimal disruption. Predefined release types-major, minor, upgrade, patch, emergency, and others-standardize the release process and communicate impact clearly across teams. 1. From the App Launcher, find and select **Agentic IT Service Desk**. 2. In the Quick Find box, find and select **Releases**. 3. Click **New**. 4. Enter the required fields. 5. If necessary, specify the requester's name in the Requested By field. 6. Save your changes. After saving the record, view or update fields in the Details section. The record also appears as an event on the IT Service Calendar. See [IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5 "Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts."). ## Associate Records with a Release Link incidents, problems, change requests, or other releases to a release record. This improves visibility, traceability, and coordination during the release process. Associating records with a release provides these key benefits: - For incidents: Track which incidents were resolved as part of a release, understand release impact by identifying affected users or services, and maintain audit trails for compliance and reporting. - For problems: Show how releases address the root cause of problems and improve service quality by addressing known errors through releases. - For change requests: Coordinate the deployment of approved changes, manage dependencies across related changes, and improve visibility of what’s modified through linked configuration items. 1. Open a release record. 2. Click **Associations**. 3. Add associations: 1. Click **Add**. 2. From the Record Type dropdown, select **Incident**, **Problem**, **Change Request**, or **Release**. 3. From the Relationship Type dropdown, select **Linked to Release** or **Source of Release**. 4. Search for the records you want to associate. 5. Select the checkboxes next to the records. 6. Save your changes. 4. To remove associated records, from the Associations tab, select the record type and the records you want to remove, and then click **Remove**. 5. To resolve associated records, from the Associations tab, select the record type and the records you want to resolve, and then click **Resolve**. ## Associate Cases with Releases Associate cases with a release to give release managers more context about related support work. Your admin must add the **Cases** related list to the release page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open a release record, and then click the **Related** tab. 2. In the **Cases** related list, click **Add**. 3. Search for a case by name or number, select the case, and then click **Save**. 4. To remove an association, select the case, click **Remove**, and then confirm the removal. Only the association is removed. The case record isn't deleted. ## Create an Action Plan for a Release Track and manage release tasks more easily by associating an action plan template with a release record. The generated plan outlines the tasks for each stage, helping your release team stay aligned. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Before you associate an action plan with a release, create an action plan template. When a new release record is created, the release owner attaches the appropriate action plan template to the release record. This automatically adds the required tasks. 1. From the App Launcher, find and select **Releases**. 2. Open the release record you want to associate with an action plan template. 3. Click **Tasks**. 4. In the Action Plans section, click **New Plan**. 5. Enter a name for the action plan. 6. Select an action plan template. 7. Set the Start Date. 8. In the Target Record field, verify that the release record is selected. 9. Set an appropriate status for the action plan, such as Not Started, In Progress, Canceled, or Completed. 10. Click **Next**. 11. Review the list of tasks generated by the template. 12. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example For example, a release manager creates action plan templates to standardize release activities. The first template is for major releases and includes these tasks: Planning, Development Work, Quality Assurance, and Documentation and Release Notes. The second template is for emergency releases and includes these tasks: Trigger Emergency Release Process, Obtain Formal Approval, Deploy Emergency Release, and Post-Implementation Review. When a new release record is created, the release owner attaches the appropriate template to automatically add the required tasks. ## Assign a Group as Release Owner Assign an existing release group from the lookup field in the release record as the release owner. Assign groups only if the filter is set to Group. To create a group, see [Public and Personal Groups](https://help.salesforce.com/s/articleView?id=platform.user_groups.htm&type=5&language=en_US). 1. From the App Launcher, find and select **Agentic IT Service Manager**. 2. In the Quick Find box, find and select **Releases**. 3. Click **New**. 4. Fill out the mandatory fields. 5. From the Release Owner dropdown, select **Group**. 6. Enter the name of a release group and select it from the results. 7. Save your changes. ## Clone a Release Create a copy of an existing release record to reuse its details for a similar release. Use the clone feature to quickly create a new release with the same configuration as an existing one. You can clone any release, regardless of its status. When a release is cloned: - The status is set to New. - Date-related fields are cleared. - Associations aren't copied. - All other fields are cloned without any changes. 1. Open the release record you want to clone. 2. Click **Clone**. 3. Modify the required fields such as the name, the start date, and the end date. 4. Update other fields as needed. 5. Save your changes. ## Close a Release A release manager can close a release after all tasks, incidents, problems, and changes linked to the release are completed or resolved. Use the closing summary to capture key outcomes and lessons learned. 1. Open the release record you want to close. 2. Click **Close Release**. 3. Enter a closing summary. 4. Click **Close**. <!-- document id=528b24ab47f35606f52176e20ca8a541b2e05bc7d3a24847849d93dfc77982cf url=/admin/current/en-us/service/264-0-0/it_srvcs_rel_example.md --> # Manage Releases with Linked Records for IT Services This example shows how a release manager associates incidents, problems, and change requests to scheduled and emergency releases, and tracks them on the IT Service Calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> John, a release manager at Cumulus Bank, creates a release record with these key details. Release | Field | Example Value | | --- | --- | | Name | September 1 Biweekly Release | | Release Type | Major | | Planned Start Date | September 1, 2025, 9:00 AM | | Planned End Date | September 14, 2025, 6:00 PM | | Risk Level | Medium | | Priority | Normal | | Closing Summary | All planned changes deployed successfully. | During the two-week window, John associates all planned change requests, problems, and related incidents that are linked to the release. For example, John adds a change request association with these key details: Change Request (Linked to Release) | Field | Example Value | | --- | --- | | Change Request Number | CHG-0004567 | | Description | Database schema update | | Start Time (Estimated) | September 5, 2025, 10:00 AM | | End Time (Estimated) | September 5, 2025, 2:00 PM | | Relationship Type | Linked to Release | A few days later on September 16, 2025, after the biweekly release has closed, a major VPN outage disrupts access for the entire organization. The incident is classified as critical, and a problem record is created to identify the root cause. A change request is then logged to deploy the fix. Because waiting until the next scheduled release would delay resolution, John creates an emergency release with these details and associates the major incident as the source of the release. Major Incident (Source of Release) | Field | Example Value | | --- | --- | | Incident Number | INC-0005678 | | Description | VPN outage impacting entire org | | Is Major Incident? | Yes | | Priority | Critical | | Relationship Type | Source of Release | Emergency Release | Field | Example Value | | --- | --- | | Name | Emergency Release for Network Issue | | Release Type | Emergency | | Planned Start Date | September 16, 2025, 9:00 AM | | Planned End Date | September 16, 2025, 6:00 PM | | Risk Level | High | | Priority | Critical | | Closing Summary | VPN outage resolved with urgent fix deployment. | The Risk Level field doesn't have any predefined rules. However, admins can define the field by creating their own business rules. At Cumulus Bank, a business rule automatically sets the risk level to High when the release type is Emergency and the priority is Critical. On the IT Service Calendar, the September 1 Biweekly Release appears as a two-week entry and the Emergency Release appears as a one-day entry. The calendar helps John and Cumulus Bank stakeholders confirm that releases are scheduled in the correct window, and also see both scheduled and unscheduled deployments in a single view. <!-- document id=565a5a58da3f52abb1a10da31fa57f67864e1aba88bb57c5d82864bc437d4509 url=/admin/current/en-us/service/264-0-0/es_employee_service_slack_app.md --> # Manage Requests and Tickets with the Employee Service Slack App Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24783e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">To connect your Salesforce org with Slack:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">Connect Salesforce with Slack</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">To allow the user to run the /emp-svcs-create-record command</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">API Enabled</td> </tr> </tbody> </table> #### See Also - [Slack Integrations](https://help.salesforce.com/s/articleView?id=slack.slack_integrations.htm&language=en_US) ## Admin Setup Before you start, make sure you have [Employee Service configured](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_set_up.htm&type=5&language=en_US) in your Salesforce org and you're using a Slack workspace. 1. Retrieve the Slack app ID. 1. From Setup, enter Slack apps setup in the Quick Find box, and then select **Slack Apps Setup** under Slack. 2. Agree to the terms and conditions. 3. Under Enable Slack Apps, turn on **Employee Service for Slack**. 4. Go to Employee Service for Slack Permissions. Give each user the permissions they need to connect to Slack. 5. Under Install the Slack App, click **Go to Employee Service for Slack Listing**. 6. On the Employee Services for Slack page, retrieve the app ID from the page URL. The App ID is the part of the URL that appears before **\-employee-services-for-slack**. For example, if your employee portal URL is: https://employeePortal/services/slack-setup?appId=XYZABCDE123, the app ID is **XYZABCDE123**. 2. Set up the Employee Service for Slack app. 1. Log in to the employee portal. 2. Replace the <portalLink> and <appID> in this URL with your employee portal’s base URL and app ID: https://<portalLink>/services/slack-setup?appId=<appID> For example, if your employee portal URL is **/employeePortal**, and the appID is **XYZABCDE123** the URL will be: https://employeePortal/services/slack-setup?appId=XYZABCDE123 3. Open the URL in a new browser tab. 4. From the top-right dropdown, select the correct Slack workspace and click **Allow**. 5. Allow Slack to access your account. This installs the Employee Service Slack app in the Slack workspace. 6. Share the URL you created at step 2.b, with your employees. Employees need this URL to connect to the Employee Service for Slack app. 3. Turn on notifications: 1. Enter flows in the Quick Find box, and then select **Flows** under Process Automation. 2. Click **New Flow**. 3. In the New Flow window, click **Use a Template**, and click **Next**. 4. Select the **Update Case Notification** flow, and then click **Create**. 5. Configure the Send Notifications for Service Management action with these values: Values | Field | Valid Inputs | | --- | --- | | Channel Type | SLACK | | Event Type | CASE\_CREATE , CASE\_UPDATE , INCIDENT\_CREATE , INCIDENT\_UPDATE | | Recipient IDs | Collection variable containing a list of IDs of users who will receive the notification | | Source Record ID | ID of the record which triggers the flow | | Notification Subject | Notification subject | | Notification Body | Notification body | | Record URL | URL of the portal | 6. Save and activate the flow. ## Employee Setup 1. Login to your Slack workspace. 2. Reset your HR Service portal password from the link received in email. 3. Login to your HR Service portal using your credentials. 4. In a new browser window, open site URL with the Slack app ID. Ask your Salesforce admin for this URL. 5. From the top-right dropdown, select the workspace where your admin has installed the Employee Service for Slack app. 6. Allow Slack to access your account. <!-- document id=33f617a74173d5a45c119dd0f72a1fe7f65b8ca38bcd8c8187e8cfe77758e1d1 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_work_with_risk_mgmt.md --> # Manage Risks for IT Compliance Move risks through their full lifecycle in one place, from spotting a new threat to closing the loop. Capture risks from a curated scenario library, score them automatically with the Business Rules Engine, link the controls and policies that mitigate them, and assign treatment plans your team can act on. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Risk Management Workflow for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_risk_mgmt_workflow.htm&release=264.0.0&type=5)** Follow how a compliance team identifies, evaluates, and mitigates compliance risks that threaten regulations and policies. See how risks are linked to controls that reduce risk severity, and how risk scores update dynamically as controls pass or fail tests. - **[How Risk Scores Are Calculated for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_risk_scoring.htm&release=264.0.0&type=5)** Agentforce IT Service calculates two scores for every risk—an inherent score that reflects raw severity before any safeguards, and a residual score that shows what remains after mapped controls are factored in. Both scores are calculated automatically by the Business Rules Engine using the active risk scoring expression set. - **[Continuous Risk Monitoring for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cont_risk_monitor.htm&release=264.0.0&type=5)** Background agents continuously watch your IT environment and your controls, flagging new risks and re-running evaluations the moment something changes, so your team always works from a current view of the risk landscape. - **[AI-Based Summaries for Risk Records in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ai_risk_summaries.htm&release=264.0.0&type=5)** Agentforce summarizes risk data, evaluations, and treatment history into a concise narrative for compliance leaders. This helps your team analyze potential impacts and understand current mitigation strategies without opening every related record. By providing clear rationales and suggested next steps, these summaries simplify stakeholder communication and help you decide treatment plans. - **[Work with Risks for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_work_with_risks.htm&release=264.0.0&type=5)** Capture, score, and treat the risks facing your IT environment. Build a reusable scenario library so your team logs threats consistently, gather evaluations from the stakeholders who know each risk best, map risks to the controls and policies that protect against them, and assign the treatment plans that drive each one to closure. <!-- document id=22551671189df954167a8e794a9215eeeee1de4d2f6b6f0160d8140408059595 url=/admin/current/en-us/service/264-0-0/pfs_manage_rule_validations.md --> # Manage Rule Validation Checks Set how often rules are checked for violations, and what triggers automatic rule validation checks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114388e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e72 ">To enable dispatchers to check rules manually:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e72 "> <p>Custom permission sets:</p> <ul> <li>Field Service Dispatcher Permissions</li> <li>Field Service Dispatcher License</li> </ul> <p>Custom permissions:</p> <ul> <li>Enable Check Rules - All Services</li> <li>Gantt and List - Enable Check Rules</li> <li>Gantt and List - Enable Bulk Check Rule</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. Then, click **Dispatcher Console UI** | **Gantt Configurations**. 2. Under **Rules Validations**, configure the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114388e160">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114388e163">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e160 ">Validate rules after indirect Gantt updates</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e163 ">If this option is selected, any indirect Gantt updates not made by the dispatcher trigger rule violation calculation.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e160 ">Rule Validation Frequency</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114388e163 "> <ul> <li><strong class="uicontrol">On Demand</strong>: Check rules only when initiated manually by the dispatcher. The dispatcher initiates rule validation for single or multiple service appointments using the right-click menu on the Gantt chart or appointment list. The Check Rules button is used to initiate rule validation for all loaded data appearing on the Gantt chart and appointment list. This setting is the default for Salesforce orgs as of Summer ’21.</li> <li><strong class="uicontrol">After Direct Gantt Updates</strong>: Check rules after every update initiated by the dispatcher on the Gantt. Updates include scheduling by drag and drop, unscheduling a service appointment, or adding, removing, or modifying a Resource Absence.</li> <li><strong class="uicontrol">Always</strong>: Check rules after every operation. This setting is the default for Salesforce orgs before Summer ’21.</li> </ul> <p>If you set the frequency to After Direct Gantt Updates or to Always, rule validation checks are triggered after these updates only.</p> <ul> <li>When you update the Scheduled Start or Scheduled End fields of a service appointment, or when you update the Service Resource or Estimated Travel Time fields of an assigned resource associated with the service appointment.</li> <li>When you update the Scheduled Start or Scheduled End fields of an absence, or when you update the Service Resource or Estimated Travel Time fields of an assigned resource associated with the absence.</li> <li>When you unschedule or delete a service appointment, an assigned resource, or an absence.</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Set Custom Permissions for Field Service](https://help.salesforce.com/articleView?id=service.pfs_custom_permissions.htm&type=5&language=en_US) - [Check Rule Violations on the Gantt](https://help.salesforce.com/articleView?id=service.pfs_violations.htm&type=5&language=en_US) - [Get Rule Violation Analytics for Field Service (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_rule_violation_analytics_parent.htm&release=264.0.0&type=5 "Understand the root causes of rule violations in manual scheduling, such as geographical imbalances or skill gaps, and make data-driven decisions by analyzing trends and patterns.") <!-- document id=a6d405733752c7ee12c81d1f4725d6994ce0248d48da4da3781c14a9f91b81fc url=/admin/current/en-us/service/264-0-0/pfs_set_up_jobs_enhanced.md --> # Manage Scheduled Jobs in Field Service Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d172158e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d172158e76 ">To optimize from the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d172158e76 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions</li> <li>FSL Dispatcher Permissions</li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d172158e76 ">To create a scheduled job:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d172158e76 ">FSL Admin Permissions custom permission set</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Manage Scheduled Jobs When Using Enhanced Scheduling and Optimization To automatically run optimization jobs regularly, you can set up scheduled jobs. 1. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization by defining criteria to pin them in place. 1. From the App Launcher, find and open **Field Service Admin**, and then click **Field Service Settings**. 2. Under Optimization, click **Logic**. 3. Scroll to Global Optimization and from Pin Criteria select the service appointment statuses to exclude from schedule optimization. 4. Save your changes. The settings apply to optimizations that dispatchers run manually or in a scheduled job. 2. Optionally, define a default value to show in the Keep Scheduled Criteria field in the Scheduled Jobs tab and in the Optimize window in the Classic Dispatch Console. This field prevents service appointments with certain values from being dropped from the schedule during optimization, but it enables them to be moved to a different time slot or resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service appointment matches the criteria you define but violates a rule, it’s pinned and isn’t optimized. For example, service appointments that meet the Keep Scheduled criteria and overlap with other appointments are considered pinned and aren't moved during optimization. 1. From the App Launcher, find and open **Field Service Admin**, and then click **Field Service Settings**. 2. Under Optimization, click **Logic**. 3. Scroll to Global Optimization and from Keep Scheduled Criteria, select the service appointment value to show by default. 4. Save your changes. The settings apply to optimizations that dispatchers run manually or in a scheduled job. 3. Open the Scheduled Jobs tab. 4. Click **New Job**. 5. Give the job a unique name, and for Automator Type, select **Enhanced Optimization**. 6. In the General tab: 1. Add up to 10 time periods, within 30 days. From Day is the first day of data that is fetched. To Day is the last day of data that is fetched. Day 0 refers to today from 00:00 to 11:59 PM, according to the user’s time zone. If you enter overlapping days, the data is loaded twice resulting in possible errors. For example, if you define a value of 0 for From Day and To Day on the General tab, and define a recurring job on the Schedule tab to run each day at 6:00 PM, an optimization request is created and runs each day at 6:00 PM. The optimization horizon is 24 hours, from midnight the day the request is triggered to midnight the next day. You can also configure multiple time periods by using the + icon. For example, you can have From Day 0 to Day 6 and then select the + icon to add another period From day 7 to day 14. This configuration lets you optimize a two-week period in one optimization job but with two separate optimization requests. Specifying multiple time periods in the same job lets you set up one job for multiple optimization horizons instead of setting up separate jobs for each horizon. Each time period generates its own optimization request and runs in parallel. The time periods also allow you to create a job that optimizes future dates. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can’t define overlapping time periods if Enable optimization overlaps prevention is enabled in Field Service Settings (enabled by default). For Example, if all service appointments have arrival windows, set up time periods for individual days. The arrival windows force the service appointments to be scheduled on a specific day, and they can’t be scheduled by another optimization request running for a different time period. That way, the optimization focuses only on relevant options and results in a more optimized schedule. If your optimization horizon includes more appointments than the allowed amount per optimization request, split the job into time periods. That way, each optimization request is within the limit. 2. Select a scheduling policy. This scheduling policy is applied to the entire scheduled job unless you specify scheduling policies for individual territory groups in the Territory tab. 3. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized. 4. In Email Recipient Username, enter the username, and then select from the list. The field shows the email address. Use an email address where you want optimization job failure messages to be sent. 7. In the Territory tab: 1. Search for and select up to 100 service territories and create a group. If you’ve enabled [Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) you can select up to 1,000 service territories in a group. Only active service territories with Enhanced Scheduling and Optimization enabled are available for selection. 2. Create up to 50 groups. 3. Select a scheduling policy for each group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Each optimization request includes all the service territories in the group for each time period defined in the General tab. For example, if you have three time periods and five groups, 15 optimization requests run. - You can click **Select All** to quickly select all of the service territories when you configure a scheduled optimization job, without having to select each territory individually. This is especially useful when you’re using dynamic scaling. With dynamic scaling, you don't need to manually set up optimization groups and define boundaries between areas that need to be optimized together, or split data due to system limits. 8. In the Schedule tab: 1. Select the frequency. 2. If this job is a recurring job, enter the details. 9. If your optimization job is ready to run, activate the job. 10. Save your changes. 11. To run the job immediately without waiting for the scheduled time, click **Run Now**. ## Scheduled Jobs Operation The scheduled jobs parameters determine the scope of data included in the optimization request, such as which service resources and service appointments are included in the request, and the optimization horizon. The optimization horizon is the range of days is considered as available for scheduling. The horizon of an optimization request is always in full calendar days (00:00-23:59), and is determined by the From Day and To Day fields in the General tab, where day 0 is today, day 1 is tomorrow, and so on. The horizon days are in the timezone of the user who creates the scheduled job not the timezone of the optimized service territories. Service resources are included in the optimization request if they have an active service territory membership (primary, secondary, or relocation) in one of the territories included in the optimization request territory group (Territory tab). The service resource territory membership start and end dates must overlap with the optimization horizon. Service appointments are included in the optimization request if:  - Their territory is included in the optimization request territory group (Territory tab). - Their Earliest Start Permitted and Due Date overlap with the optimization horizon. If the Arrival Window Start and Arrival Window End fields are populated, these values are used instead of Earliest Start Permitted and Due Date. - They match the filter criteria defined in Filter by Criteria. Or - They are already assigned to one of the service resources in the optimization request, within the optimization request horizon. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Consider this scheduled job configuration: From Day = 0 To Day = 3 Filter by Criteria = None Territory group = Los Angeles, San Francisco An optimization job is scheduled to start every night at 2:00 AM in the Los Angeles timezone (Pacific Daylight Time). When the jobs starts at 2:00 AM on January 20 (the night between January 19 and January 20), the optimization request includes: - Service resources with Los Angeles or San Francisco service territory memberships with a Start Date earlier than January 24, and an End Date after or equal to January 20 (time part of the date fields is ignored), such that the territory membership overlaps with the optimization period. - Service appointments with: - Territory Los Angeles or San Francisco - Arrival Window Start or Earliest Start Permitted before Jan 24, 00:00 AND - Arrival Window End and Due Date after Jan 20, 00:00 - Or - Assigned Resource is one of the collected service resources in the optimization request, and the Scheduled Start is between Jan 20, 00:00 PM and Jan 23, 11:59 PM. ![Enhanced Schedule Jobs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_enhanced_scheduled_jobs.png) ### Considerations - The optimization requests that run for each group within each time period are counted toward the schedule optimization request limits detailed in [Schedule Optimization Request Limits](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service)."). The entire scheduled job is counted as one job toward the limitation detailed in [Platform Limits Affecting Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US), regardless of the number of groups in the job. If you set up a recurring schedule that runs every x minutes, multiple scheduled jobs are created accordingly. For example, if you set it up to recur every 15 minutes, this is counted as 4 scheduled jobs. Setting up groups with scheduling policies helps you avoid reaching your org limits. - For enhanced scheduled jobs, you can't define overlapping time periods if Enable optimization overlaps prevention is enabled in Field Service Settings (enabled by default). - Optimization applies only to service appointments whose parent appointment is a work order or work order line item. - Global optimization attempts to reschedule appointments that have rule violations. If it doesn’t manage to reschedule them, the appointments remain unscheduled. - Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time = Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled. - The same service appointments can appear in multiple optimization requests, possibly resulting in incorrect results. - If you edit the name of the job, the groups are deleted. To avoid this issue, before editing the name, refresh your browser. ## Manage Scheduled Jobs When Not Using Enhanced Scheduling and Optimization To automatically run optimization jobs regularly, you can set up scheduled jobs. 1. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization. 1. From the App Launcher, find and select **Field Service Admin**, and then click **Field Service Settings**. 2. Under Optimization, click **Logic**. 3. Under Global Optimization, select the service appointment statuses to exclude from schedule optimization. 4. Save your changes. The settings apply to optimizations that you run manually or in a scheduled job. 2. Open the Scheduled Jobs tab. 3. Click **New Job**. 4. Give the job a unique name, and for Automator Type, select **Optimization**. 5. Enter the optimization job’s details. 1. Select the territories to optimize. We recommend including no more than 100 territories in a job. 2. (Optional) If you selected multiple territories, select **Optimize in stages** underneath the territory list. In the Territories Per Stage field, enter the number of territories to optimize at a time. These settings help you stay within the scheduled jobs queue maximum of 100 items, and don’t affect optimization time. We recommend keeping this number low to avoid reaching [optimization limits](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US). 3. For the time horizon, enter the number of days to optimize. 4. To specify the type of appointments that are optimized, select a filter. Only appointments that meet the criteria are optimized. 5. Select a scheduling policy to guide the optimization. 6. Enter an email address where you want optimization job failure messages to be sent. 7. Select the frequency and schedule. 8. If your optimization job is ready to run, activate the job. 9. To run the job immediately without waiting for the scheduled time, click **Run Now**. 10. Save your changes. ![Scheduled job settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_scheduled_jobs.png) Considerations: - Optimization applies only to service appointments whose parent appointment is a work order or work order line item. Only active territories included in the scheduled optimization job are optimized. - Global optimization doesn’t reschedule appointments that have rule violations. Unschedule those appointments and reschedule them. - Global and In-day optimization validate that for already scheduled service appointments, the Scheduled End − Scheduled Start time = Duration, while taking resource efficiency into consideration. Service appointments that violate this validation are unscheduled. - Emails are sent only when optimization jobs fail to initiate. If the optimization job succeeds or fails in a later stage, an email isn’t sent. Considerations for Optimization Run Time: Optimization run time corresponds to the thoroughness of a scheduled optimization job. The higher the run time, the closer you get to an optimal schedule. To set your preferred optimization run time, from the App Launcher, find and open the **Field Service Admin** app. Click **Field Service Settings** | **Optimization** | **Logic**. In the **Optimization run time per service appointment** field, select **Low**, **Medium**, or **High**, and save your changes. You can decide to change your run time before a particular optimization job. For better-quality results, use **High**. For quicker results, use **Low**. In many cases, Low is enough to produce a satisfactory schedule. Regardless of your run time setting, run time never exceeds six hours. The run time ratio for Low:Medium:High is 1:2:3, so High-level optimization takes three times as long as Low-level optimization. Longer run times can be beneficial in the following scenarios. - Many candidates per service appointment—Service resources are considered candidates for a service appointment if they comply with the applied scheduling policy’s work rules. For example, a scheduling policy can require candidates to be working in the relevant service territory in the required time, to have the required skills, and to have a home base that is within the maximum travel range from the service appointment. If a service appointment has many candidates, a longer run time allows the optimizer to consider more scheduling options. - Service resources start their day from a centralized service depot—When many service resources start from the same place and could potentially be routed to the same appointments, more run time helps the optimizer determine the optimal routes. - Service appointments have the same priority—Higher-priority service appointments serve as anchors during optimization and narrow down scheduling options. When all, or most, service appointments have the same priority, more time is needed to determine the optimal routes. - Complex work A complex work chain is a chain of related service appointments. The dependency could be the chronological order of the service appointments, or that they have to be done by the same service resource. Complex work requires more computation time. If complex work is common, consider allowing more run time. - Street-Level Routing (SLR)—Aerial travel times require a quick arithmetic calculation. For SLR, the optimizer requires additional time to fetch travel times from a GIS server. However, as optimization continues to be used, Field Service learns your service territories’ SLR travel times and grows more efficient. When optimizing a new service territory, a longer run time is recommended. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If optimization runs longer than your org’s session timeout value, it gets stuck in the In Progress status. The optimization job fails, resulting in an error when it tries to deliver the results to your Salesforce org. To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time. #### See Also - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) - [Optimize a Single Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) - [Monitor Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&type=5&language=en_US) - [Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US) - [Prevent Overlapping Field Service Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts_prevent_overlap.htm&type=5&language=en_US) - [Set Up Optimization of Large Field Service Datasets with Dynamic Scaling (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) <!-- document id=b849f490e5196db0cee5f5e11b74a93336162f4cc8506e68f0e4fac05d2a3c17 url=/admin/current/en-us/service/264-0-0/bots_service_language_translations.md --> # Manage Secondary Language Translations Edit bot translations directly in each bot dialog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21682e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21682e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21682e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> - Einstein Bots uses Translation Workbench to store translations. Turn on Translation Workbench, set up secondary languages, and define translator users in Translation Workbench. Learn more at [Add a Secondary Bot Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_secondary.htm&release=264.0.0&type=5 "Create secondary languages to your existing bots.") - To edit translations, users must have the **Manage Translation** permission or be assigned as a translator for a specific language in Translation Workbench. Users that don’t have required permissions can only view translations in the Bot Builder. - Users with permissions to translate dialog text for a specific language can manage translations even with read-only access to the rest of the bot. - Einstein Bots supports translations entered manually, through import and export, and added by the bot. Add translations where the end user expects to interact with the bot. Start with message and question dialog steps, and include dialog names to cover exact matching. Or you can use the included compare tool to find visible text and add translations. To learn more about how the bot processes free text from the customer’s perspective, see [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). To edit the bot translations: 1. In the Bot Builder, click **Dialogs**. 2. Select the dialog you want to translate, and then click the **Dialog Translations** tab. 3. From the language dropdown, select the language that you want to manage translations for. The Translations section displays the selected language’s dialog step text. 4. To see another language alongside the selected language, select a language from the Compare to Language dropdown. 5. To quickly add translations, select the dialog steps that you want to translate, and then click **Translate Selected** (beta). Or, to add translations manually, click ![Pencil icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_edit.png) for the text that you want to add or edit. You can edit multiple translations in one interaction. When you’re done, save your changes. ![To edit translations, visit the Dialog Translations tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_example.png) <!-- document id=6bfaacb1d6328bc3cc1851e22ece809d950b2397bc83ddabcb16a98266e8c174 url=/admin/current/en-us/service/264-0-0/customize_cssusers.md --> # Manage Self-Service Users Manage your Self-Service user information from a single place and make changes to more than one user at a time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d42763e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42763e54 ">To manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42763e54 ">Manage Customer Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42763e54 ">To mass manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42763e54 "> <p>Manage Self-Service Portal</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Manage Customer Users</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Before your customers can take advantage of the Self-Service portal, you must enable Self-Service access for each contact. You can enable access for one contact at a time from the Contacts tab or for multiple contacts via the Self-Service setup pages. - To enable Self-Service users individually from the Contacts tab, select a contact and click **Enable Self-Service** on the contact’s detail page. - To enable multiple Self-Service users at once, see [Enabling Multiple Self-Service Users](https://help.salesforce.com/s/articleView?id=service.enabling_multiple_users.htm&release=264.0.0&type=5 "You can perform mass actions for Self-Service user management such as enabling Self-Service access for many contacts at once."). - To change Self-Service user information, see [Editing Self-Service User Information](https://help.salesforce.com/s/articleView?id=service.editing_user_information.htm&release=264.0.0&type=5 "Edit Self-Service user information to keep user information updated."). - To reset Self-Service user passwords, see [Resetting Self-Service User Passwords](https://help.salesforce.com/s/articleView?id=service.resetting_user_passwords.htm&release=264.0.0&type=5 "If a Self-Service user loses his or her password, you can email a new password to them."). - **[Enable Multiple Self-Service Users](https://help.salesforce.com/s/articleView?id=service.enabling_multiple_users.htm&release=264.0.0&type=5)** You can perform mass actions for Self-Service user management such as enabling Self-Service access for many contacts at once. - **[Edit Self-Service User Information](https://help.salesforce.com/s/articleView?id=service.editing_user_information.htm&release=264.0.0&type=5)** Edit Self-Service user information to keep user information updated. - **[Resetting Self-Service User Passwords](https://help.salesforce.com/s/articleView?id=service.resetting_user_passwords.htm&release=264.0.0&type=5)** If a Self-Service user loses his or her password, you can email a new password to them. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") <!-- document id=ac2dc108867577624a8970a04495b6d5b56f4742079a7f6f2da6574b41b5ca2c url=/admin/current/en-us/service/264-0-0/fs_learn_serialized_products.md --> # Manage Serialized Inventory V2 With serialized products, you can create product transfers to track the movement of serialized inventory. You can create one product item record per item to record each item’s serial number on the product item record, and then track the item’s movement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Watch the video to see how to use serialized products to track transfers and products consumed. ## Transfer Serialized Products The following is the process for transferring serialized products: 1. Create serialized inventory. Create the product that is serialized and the serialized product. Create the product item with the product name and location. Add the serialized items for the products at the location. 2. Create and send the product transfer. Create a product transfer and add the serialized products, quantity you want to send, as well as the source and destination. If the Transfer Record Mode on the product is set to Send and Receive, select the inventory that you want to send. When the product transfer is sent, a serialized product transaction with a transaction type of Sent is created for each serialized product to track its status change. A product transfer state is automatically created for each serialized product. 3. Receive a product transfer. To receive the inventory from a product transfer, create a product transfer state. On the product transfer, update the Quantity Received and select Received. After the product transfer is received, a serialized product transaction with a transaction type of Received is created for each serialized product to track its status change. The product item of the transferred serialized product is updated from source location to destination location. The Quantity on Hand on the source product item and destination product item are updated accordingly. If there’s an existing destination product item of the given product and location, no new product item is created, and the Quantity on Hand is updated. If there’s no existing destination product item, a new product item is created. For the source and destination product items, a product item transaction record is created. The record shows the quantity of items moved from the source to the destination. ## Guidelines for Serialized Inventory V2 - Before you can send or receive serialized products in a product transfer, the serialized product with the serial number must exist as a serialized product. - Only locations that use the Inventory Location option can be associated with product items. - You can only mark a product transfer as received if the product transfer’s Quantity Sent and Quantity Received are equal. - You can only transfer multiple serialized products (together in one transfer) if they’re all of the same product that is serialized. A product that is serialized is a product whose inventory consists of serialized products. A serialized product is the inventory that has an assigned serial number. - You can manage serialized inventory V1 and V2 if both are turned on for your org. However, you can't combine V1 and V2 serialized inventory in the same product transfer or product consumed transaction. ## Product Item Results Search When adding a source product item to a product transfer, you can search for product items based on these fields: - Name - Product Code - Description - Stock Keeping Unit - Make Name - Model Name - Vehicle Trim Level - Version Name - Harmonized System Code - Harmonized Tariff Sched Code - Manufacturer Name - Manufacturer Part Number - Product Line Code - Product Category Code - Universal Product Code ## Common Terms The following is a list of terms that apply to the transfer and consumption of serialized products: - Product (object): a product that your organization sells. - Product Item (object): the stock of a particular product at a particular location in field service, such as all bolts stored in your main warehouse. - Product Transfer State (object): an action taken to associate a serialized product to a product transfer and indicate the action done to the serialized product. The new state as a result of the action. - Product Item Transaction (object): an action taken on a product item in field service. Product item transactions are auto-generated records that help you track when a product item is replenished, consumed, or adjusted. - Serialized Product (object): a product that is serialized. Each serialized product has a serial number. - Serialized Product Transaction (object): an action taken on a serialized product. Serialized product transactions are auto-generated records that help you track the status change for a serialized product. - Product Consumed (object): an item from your inventory that was used to complete a work order or work order line item in field service. - Product Consumed State (object): the new state of the serialized product after it’s consumed. ## Serialized Product Status When the serialized product status is updated, a serialized product transaction is created. The following table shows the valid serialized product status changes, and the serialized product transaction type for the corresponding serialized product transaction record. | Original Serialized Products Status | New Serialized Products Status | Serialized Product Transaction Type | | --- | --- | --- | | Available or NULL | Consumed | Consumed | | Available or NULL | Damaged | Damaged | | Available or NULL | Lost | Lost | | Available or NULL | Available | Received | | Available or NULL | Sent | Sent | | Damaged | Lost | Lost | | Damaged | Available | Repaired | | Damaged | Sent | Sent | | Lost | Available | Found | | Sent | Lost | Lost | | Sent | Available | Received | | Sent | Damaged | Received | | N/A | All valid non-null status | Replenished | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a product transfer is marked as Sent, the status of the serialized product is always updated to Sent, even if the transfer contains a damaged item. If necessary, you can manually mark an item as Damaged without a product transfer. <!-- document id=d470fca2bff8ca5475f65c5e76c9933ca31de1b3502b94c98dd1bfabeefccf23 url=/admin/current/en-us/service/264-0-0/pfs_bundling_parent.md --> # Manage Service Appointment Bundling as a Dispatcher Service appointment bundling lets you group multiple service appointments that make sense to be performed together and to define them as one unit, called a bundle. For example, you can bundle several visits at the same customer location or utility meter readings—or package deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the component appointments, called bundle members, are scheduled, rescheduled, and executed together as one unit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Learn how to manage bundles from the Classic Dispatch Console or how to [Set Up Automatic Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_automatic.htm&release=264.0.0&type=5 "Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled."). - **[Create a Field Service Bundle Manually](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_create.htm&release=264.0.0&type=5)** Create a bundle manually in the Field Service Classic Dispatch Console. - **[Schedule a Field Service Bundle](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_schedule.htm&release=264.0.0&type=5)** After you bundle service appointments, then schedule the bundle appointment to a service resource. - **[Add Members to a Field Service Bundle](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_add_members.htm&release=264.0.0&type=5)** After bundling appointments together, you can still add appointments as bundle members to a bundle from the Field Service Classic Dispatch Console. - **[View or Modify a Field Service Bundle](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_modify.htm&release=264.0.0&type=5)** To view, remove, or modify appointments that are members of a bundle appointment, access the details of a bundle from the appointment list in the Field Service Classic Dispatch Console. - **[Unbundle a Field Service Appointment Bundle](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_unbundle.htm&release=264.0.0&type=5)** After bundling appointments together, you can unbundle the appointments so that each appointment can be scheduled separately. #### See Also - [Agentforce for Field Service Dispatchers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatchers_parent.htm&release=264.0.0&type=5 "Supercharge the efficiency of your dispatchers by using Agentforce.") <!-- document id=2e319e81eda210227c2689570281ab71d3fbcd6dfbd6ab64bc464accef4be2fd url=/admin/current/en-us/service/264-0-0/manage_service_campaign_members.md --> # Manage Service Campaign Members Monitor the progress and resolution status of individual customer interactions triggered by detection rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> Make sure that you’ve activated at least one Detection Rule. A detection rule creates a Service Campaign Member record for every identified customer. Monitoring these records shows which customers ignore the invitation, which customers chat with the agent, and which issues have a resolution. ![Campaigns section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/proactive_service/mange_service_campgn_mbr.png) 1. From the App Launcher, find and select **Service Console**. 2. Select **Proactive Service Scenarios** from the navigation menu. 3. Locate the Campaigns section in the left panel of the scenario page. 4. Select the specific campaign that you want to monitor from the scenario view. 5. Select the **Related** tab and locate the **Service Campaign Members list**. 6. Choose a member record to view the interaction history and status. 7. Review the Resolution Status field to confirm if the Agentforce Service agent successfully addressed the issue. <!-- document id=3e4f062853fb12490ac9bfa3bd04e8301c514c7bb551642326721b3a28cee40b url=/admin/current/en-us/service/264-0-0/shift_scheduling_intro.md --> # Manage Shift Scheduling Help your planners manage employee shifts efficiently. Scheduling tools—get candidates, batch assign, and mass shift update—help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To get started, your planners create shifts for the coverage required in your contact centers. They view upcoming shifts in the Shift Manager scheduler view by job profile or assigned service resource, and match support reps to shifts with the scheduling tools. ![Shift schedule view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/workforce_engagement_shift_schedule_view.png) To narrow the list of shift candidates, the scheduler first applies scheduling rules. To be considered for a shift, a service resource must pass all the defined rules. - The Match Territory rule identifies service resources whose operating hours and service territory are aligned with the shift’s time range and service territory. - A Match Skills rule finds service resources with all skills that are listed on the shift’s job profile. - An Availability rule finds candidates who are available to work the shift. It eliminates service resources who are assigned to other shifts during the same time or who have a planned absence. It also filters out candidates whose operating hours in their primary or secondary territory don’t cover the shift’s hours. - (Workforce Engagement only) If you’re using an Omni-Channel queue-based routing workflow, the Match Queue rule identifies suport reps who are members of the right queues. When you set up scheduling in Workforce Engagement, you create job profile-to-queue mappings. The scheduler looks at the shift’s job profile, finds the associated queues, and considers only those support reps who are members of those queues. From the pool of candidates defined by rules, the scheduler then considers rules that limit how many shifts or hours a resource can work. For example, you can define a Work Limit rule that restricts part-time employees to a maximum of 25 hours per week. A Limit Non-Standard Shifts rule can restrict weekend shifts per month. A Rest Time in Minutes rule makes sure that support reps get some downtime between shift assignments. You can also define scheduling objectives that reflect your business goals. For example, to distribute assignments evenly among support reps, add Balance Shifts and Balance Non-Standard Shifts objectives. To consider support reps’ preferences for when they want to work, create a Maximized Preferences objective. Using objectives, the scheduler scores candidates to indicate how well they match the proposed shift. For example, if the rules narrow the candidate pool of 100 support reps to 10 support reps, scheduling scores the remaining 10 candidates using the Balance Shift objective. If support reps 1 and 2 don’t have many shifts assigned during the objective’s time frame, they’re given a higher grade. Support reps 3 through 10 have many shifts during that period, so they’re given a lower grade and less likely to be assigned to the shift. When you define multiple objectives, grades for each objective are weighted equally. For instance, if you have three objectives, each grade is weighted as 33%. The total of the support rep's three grades is the suport rep’s final score. When you hover over a shift and use get candidates, the grade appears as a percentage. Batch assignment and mass shift update assign the candidate that’s the best match based on support rep scores. ![Get candidates shows support rep grades as a percentage.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/shift_scheduling/workforce_engagement_get_candidates.png) - **[Shift Scheduling Considerations and Limits](https://help.salesforce.com/s/articleView?id=service.shift_scheduling_considerations.htm&release=264.0.0&type=5)** Review considerations and limits for the shift scheduling tools. - **[Preparing for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&release=264.0.0&type=5)** Before your planners can create shifts and assign them, configure Salesforce for shift scheduling. - **[Create Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_shifts.htm&release=264.0.0&type=5)** Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps. - **[Shift Segments](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_shift_segments.htm&release=264.0.0&type=5)** Shift segments show team leads and support reps a granular breakdown of activities assigned during a shift. - **[Save Time with Shift Scheduling Tools](https://help.salesforce.com/s/articleView?id=service.shift_scheduling_tools.htm&release=264.0.0&type=5)** The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they’re needed. - **[Manage and View Shift Schedules](https://help.salesforce.com/s/articleView?id=service.shifts_view_parent.htm&release=264.0.0&type=5)** View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar. - **[Service Resource Preferences](https://help.salesforce.com/s/articleView?id=service.shift_scheduling_about_service_resource_preferences.htm&release=264.0.0&type=5)** Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools. - **[Time Sheets and Time-Off Requests](https://help.salesforce.com/s/articleView?id=service.shift_scheduling_about_time_sheets.htm&release=264.0.0&type=5)** Gain oversight into support reps’ time sheets and time-off requests. Approve or deny submissions from an individual support rep’s service resource profile or from the Time Sheets or Resource Absences tabs. <!-- document id=0caabd1018b814899d271080be18c38403960de09dd91ea030befaad3b5b49f7 url=/admin/current/en-us/service/264-0-0/workforce_engagement_manage_shift_sched.md --> # Manage Shift Scheduling Help your planners manage employee shifts efficiently. Scheduling tools-get candidates, batch assign, and mass shift update-help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> To get started, your planners create shifts for the coverage required in your contact centers. They view upcoming shifts in the Schedule Manager scheduler view by job profile or assigned service resource, and match support reps to shifts with the scheduling tools. To narrow the list of shift candidates, the scheduler first applies scheduling rules. To be considered for a shift, a service resource must pass all the defined rules. - The Match Territory rule identifies service resources whose operating hours and service territory are aligned with the shift's time range and service territory. - A Match Skills rule finds service resources with all skills that are listed on the shift's job profile. - An Availability rule finds candidates who are available to work the shift. It eliminates service resources who are assigned to other shifts during the same time or who have a planned absence. It also filters out candidates whose operating hours in their primary or secondary territory don't cover the shift's hours. - (Workforce Management only) If you're using an Omni-Channel queue-based routing workflow, the Match Queue rule identifies support reps who are members of the right queues. When you set up scheduling in Workforce Management, you create job profile-to-queue mappings. The scheduler looks at the shift's job profile, finds the associated queues, and considers only those support reps who are members of those queues. From the pool of candidates defined by rules, the scheduler then considers rules that limit how many shifts or hours a resource can work. For example, you can define a Work Limit rule that restricts part-time employees to a maximum of 25 hours per week. A Limit Non-Standard Shifts rule can restrict weekend shifts per month. A Rest Time in Minutes rule makes sure that support reps get some downtime between shift assignments. You can also define scheduling objectives that reflect your business goals. For example, to distribute assignments evenly among support reps, add Balance Shifts and Balance Non-Standard Shifts objectives. To consider support reps' preferences for when they want to work, create a Maximized Preferences objective. Using objectives, the scheduler scores candidates to indicate how well they match the proposed shift. For example, if the rules narrow the candidate pool of 100 support reps to 10 support reps, scheduling scores the remaining 10 candidates using the Balance Shift objective. If support reps 1 and 2 don't have many shifts assigned during the objective's time frame, they're given a higher grade. Support reps 3 through 10 have many shifts during that period, so they're given a lower grade and less likely to be assigned to the shift. When you define multiple objectives, grades for each objective are weighted equally. For instance, if you have three objectives, each grade is weighted as 33%. The total of the support rep's three grades is the support rep's final score. When you hover over a shift and use get candidates, the grade appears as a percentage. Batch assignment and mass shift update assign the candidate that's the best match based on support rep scores. - **[Shift Scheduling Considerations and Limits](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_shift_sched_limits.htm&release=264.0.0&type=5)** Review considerations and limits for the shift scheduling tools. - **[Preparing for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_prepare_shift_sched.htm&release=264.0.0&type=5)** Before your planners can create shifts and assign them, configure Salesforce for shift scheduling. - **[Create Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shifts.htm&release=264.0.0&type=5)** Create shifts for particular dates and times when you need coverage and then assign those shifts to support reps. - **[Shift Segments](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_shift_segments.htm&release=264.0.0&type=5)** Shift segments show team leads and support reps a granular breakdown of activities assigned during a shift. - **[Schedule Manager](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_schedule_manager.htm&release=264.0.0&type=5)** The Schedule Manager is a Gantt-style scheduling interface available in the Service Console. It gives planners a real-time visual overview of shifts, staffing levels, and coverage across service territories and job profiles. - **[Save Time with Shift Scheduling Tools](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_shift_sched_tools.htm&release=264.0.0&type=5)** The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they're needed. - **[Viewing and Managing Approval Requests](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_approval_requests.htm&release=264.0.0&type=5)** If your admin has set up an approval process for shift assignments, planners can review pending approvals directly from the Schedule Manager. - **[Manage and View Shift Schedules](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_manage_view_shift_sched.htm&release=264.0.0&type=5)** View upcoming shifts as a planner or a support rep. Planners can switch to the schedule view to see weekly shifts grouped by service territory or job profile in a calendar. - **[Service Resource Preferences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_service_resource_preferences.htm&release=264.0.0&type=5)** Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools. - **[Time-Off Requests](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_time_off_requests.htm&release=264.0.0&type=5)** Gain oversight into support reps' time-off requests. Approve or deny submissions from an individual support rep's service resource profile or Resource Absences tabs. <!-- document id=b479ac5d40d5bd38722d16ecfd4a1d8d6dc0d5333463eb14ea6ed48b0ae04959 url=/admin/current/en-us/service/264-0-0/fwm_manage_shifts.md --> # Manage Shifts Create and manage shifts that drive resource availability for on-site and field work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> Learn more about shifts: - [Get Started with Shift Management](https://help.salesforce.com/s/articleView?x=xcloud.shifts_get_started.htm&type=5&language=en_US) - [Set Up Your System & Core Configuration](https://help.salesforce.com/s/articleView?id=xcloud.shifts_prepare_shift_sched.htm&type=5&language=en_US) - [Standardize Shift Delivery & Daily Operations](https://help.salesforce.com/s/articleView?id=xcloud.shifts_standardize.htm&type=5&language=en_US) - [Scale Workforce Automation & Problem Resolution](https://help.salesforce.com/s/articleView?id=xcloud.shifts_automation.htm&type=5&language=en_US) - [Drive Workforce Engagement & Availability Tracking](https://help.salesforce.com/s/articleView?id=xcloud.shifts_engagement.htm&type=5&language=en_US) #### See Also - [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.") - [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.") - [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.") - [Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5 "A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.") - [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..") <!-- document id=73facda26be5726da79368be72449e2511f0160f66ca706a01c61c3149599cbb url=/admin/current/en-us/service/264-0-0/wfs_manage_shifts.md --> # Manage Shifts Create and manage shifts that drive resource availability for on-site and field work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Learn more about shifts: - [Get Started with Shift Management](https://help.salesforce.com/s/articleView?x=xcloud.shifts_get_started.htm&type=5&language=en_US) - [Set Up Your System & Core Configuration](https://help.salesforce.com/s/articleView?id=xcloud.shifts_prepare_shift_sched.htm&type=5&language=en_US) - [Standardize Shift Delivery & Daily Operations](https://help.salesforce.com/s/articleView?id=xcloud.shifts_standardize.htm&type=5&language=en_US) - [Scale Workforce Automation & Problem Resolution](https://help.salesforce.com/s/articleView?id=xcloud.shifts_automation.htm&type=5&language=en_US) - [Drive Workforce Engagement & Availability Tracking](https://help.salesforce.com/s/articleView?id=xcloud.shifts_engagement.htm&type=5&language=en_US) <!-- document id=b4f8d200f8827d8ceeb5fb8adbc2c4b023bc0f9bb02bc022693877b23492f649 url=/admin/current/en-us/service/264-0-0/omnichannel_manage_with_omni_supervisor.md --> # Manage Support Reps, Queues, and Skills Manage support reps, queues, and skills in your organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Get to Know the Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_tabs_intro.htm&release=264.0.0&type=5)** Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers. - **[Get to know Omni Lightning App Builder Components](https://help.salesforce.com/s/articleView?id=service.omnichannel_get_to_know_components.htm&release=264.0.0&type=5)** Command Center for Service V2 is a central hub for monitoring contact center operations. Use Live Cards and In-Progress Work components to get real-time visibility into your team's performance, all in one place. Omni data is available in Lightning App Builder allowing admins to create customized views for supervisors. - **[Sort and Filter in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_sort_filter.htm&release=264.0.0&type=5)** Organize and focus your real-time data in Command Center for Service to effortlessly find the information you need. - **[Change a User’s Queues and Skills with an AI Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_change_user_queues_skills_with_copilot.htm&release=264.0.0&type=5)** To quickly change an Omni-Channel user’s queues or skills, use the Agentforce (Default) conversational interface on a desktop or the Salesforce mobile app. Using the Update Omni-Channel User Configuration agent action, you can add or remove queue assignments, add or remove skill assignments, and change skill levels for these users. For example, to decrease wait time, increase customer satisfaction, and increase operational efficiency, you can assign idle reps to the busiest queues. You can modify only the reps, queues, and skills that are visible to you based on your supervisor configuration. - **[Change a Rep's Queues and Skills with Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills_assigned_to_agent.htm&release=264.0.0&type=5)** Change service reps' queues and skills as needed on the Service Reps tab of Command Center for Service. You can see and modify only the queues and skills that are visible to you based on your supervisor configuration. If you aren’t assigned to a supervisor configuration, then you can see all skills, up to 2,000 skills. The first 2,000 records appear, sorted in alphabetical order. - **[Monitor and Support Your Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_whisper.htm&release=264.0.0&type=5)** Monitor and support your service reps in real time while they’re working with customers. While monitoring conversations in Command Center for Service, prioritize the ones with a raised flag. A flag can be raised when a service rep needs your help or a conversation intelligence rule detects a previously determined key word or phrase. - **[Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&release=264.0.0&type=5)** To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag. - **[Transfer a Work Item to a Different Skill Set](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&release=264.0.0&type=5)** You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills. - **[Analyze Abandoned Customer Interactions](https://help.salesforce.com/s/articleView?id=service.omnichannel_abandon_work.htm&release=264.0.0&type=5)** Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management. #### See Also - [Supervisor Monitoring for Voice](https://help.salesforce.com/articleView?id=voice_supervisor_monitoring.htm&language=en_US) <!-- document id=5f6a85cd5bfd56467085a1e44f8bea3c071eca1094a2f9e3856171f065e9e4a3 url=/admin/current/en-us/service/264-0-0/service_swarm_manage.md --> # Manage Swarming As users swarm on customer issues, measure engagement with Swarming dashboards and reports, manage your settings, and stay on top of Swarming limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Limitations and Considerations for Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&release=264.0.0&type=5)** Before you use Swarming, make sure you understand its limitations. - **[Create a Swarm Report](https://help.salesforce.com/s/articleView?id=service.create_swarm_report.htm&release=264.0.0&type=5)** To create swarm reports, use the out-of-the-box Service Cloud Swarming Reports and Dashboards AppExchange package, or create one of three report types. The package preconfigures report types, delivers several Swarming reports, and includes a complete swarming dashboard. - **[Change a Swarm Record’s Slack Channel Name](https://help.salesforce.com/s/articleView?id=service.service_swarm_change_slack_channel_name.htm&release=264.0.0&type=5)** When a swarm record is created in Salesforce, the swarm record’s name appears in the Collaboration Room field. If the Slack channel name contains sensitive information, consider changing the name in Slack or updating the Collaboration Room field. You can also choose to hide the Collaboration Room field from certain users. <!-- document id=a88e15ff4f67239b0ed98e6895cc4e09f71a43356ba0ded3a7d4da12dd31c443 url=/admin/current/en-us/service/264-0-0/pfs_solutions_manage_schedule.md --> # Manage the Field Service Schedule Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these related jobs when managing the Field Service schedule. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141179e85">I WANT TO…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141179e88">HOW DO I DO THIS?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141179e91">PERSONA</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141179e94">INDUSTRIES CATEGORIES</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule or reschedule a single appointment.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&type=5&language=en_US" target="_blank">Customize Appointment Booking Settings</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US" target="_blank">Enable Service Appointment Sliding</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Schedule Appointments from the Record Feed</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Call Center Rep</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule or reschedule a service appointment.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Schedule Appointments from the Record Feed</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">Schedule Appointments from the Classic Dispatch Console</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&type=5&language=en_US" target="_blank">Create Custom Actions for the Field Service Classic Dispatch Console</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.pfs_custom_permissions.htm&type=5&language=en_US" target="_blank">Set Custom Permissions for Field Service</a> (Candidates action in the Classic Dispatch Console Gantt appointment list)</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Dispatcher</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule several service appointments from the Classic Dispatch Console.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">Schedule Appointments from the Classic Dispatch Console</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons.htm&type=5&language=en_US" target="_blank">Create and Manage Map Polygons</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">Manage Field Service Optimization</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US" target="_blank">Optimize Today’s Field Service Schedule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Optimize a Single Field Service Resource’s Schedule</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Dispatcher</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule work based on priority so that emergency and high-priority appointments get scheduled first. Or, optimize appointments using Priorities.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&type=5&language=en_US" target="_blank">Schedule Emergency Appointments</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_reshuffling.htm&type=5&language=en_US" target="_blank">Reshuffle Service Appointments in Field Service</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&type=5&language=en_US" target="_blank">Schedule Appointments Using Priorities</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_filter.htm&type=5&language=en_US" target="_blank">Filter the Gantt in Field Service</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&type=5&language=en_US" target="_blank">Optimize Field Service Appointments Using Priorities</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">Manage Field Service Optimization</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US" target="_blank">Optimize Today’s Field Service Schedule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Optimize a Single Field Service Resource’s Schedule</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 "> </td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Optimize the schedule and fix schedule violations such as schedule overlaps, and gaps.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US" target="_blank">Manage Field Service Scheduling Overlaps</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US" target="_blank">Fix Overlaps by Using an Automated Scheduling Flow (Beta)</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_fill_schedule.htm&type=5&language=en_US" target="_blank">Fill Schedule Gaps in Field Service</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization.htm&type=5&language=en_US" target="_blank">Manage Field Service Optimization</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US" target="_blank">Optimize Today’s Field Service Schedule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Optimize a Single Field Service Resource’s Schedule</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Automate scheduling and rescheduling of service appointments.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_auto.htm&type=5&language=en_US" target="_blank">Schedule an Appointment Automatically</a> </p> <p> <a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.field_service_dev.meta/field_service_dev/apex_class_FSL_ScheduleService.htm" target="_blank">Scheduling APIs - ScheduleService Class</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US" target="_blank">Manage Scheduled Jobs in Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Make sure that travel time calculations are accurate.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&type=5&language=en_US" target="_blank">Set Up Routing for Travel Time Calculations</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&type=5&language=en_US" target="_blank">Set Up Travel Modes</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Visualize work priorities, types of jobs, statuses, and due dates, and manage exceptions, for example, service appointments that are awaiting an action from the dispatcher, or marked In Jeopardy and aren’t canceled.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_tab_and_console.htm&type=5&language=en_US" target="_blank">Work in the Field Service Classic Dispatch Console</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_gantt.htm&type=5&language=en_US" target="_blank">Work in the Field Service Classic Dispatch Console Gantt</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_create_gantt_palettes.htm&type=5&language=en_US" target="_blank">Color-Code the Gantt</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_map.htm&type=5&language=en_US" target="_blank">Working in the Field Service Classic Dispatch Console Map</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_customize_dc.htm&type=5&language=en_US" target="_blank">Customize the Field Service Classic Dispatch Console</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Dispatcher</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule work that’s geographically close together by bundling service appointments or grouping appointments located at the same site, for example, deliveries in an apartment complex.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&type=5&language=en_US" target="_blank">Set Up Field Service Appointment Bundling</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US" target="_blank">Create and Manage Field Service Objectives</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule work to myself (field resource self-assignment).</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_overview_lwc.htm&type=5&language=en_US" target="_blank">Customize and Extend the Field Service Mobile App with Lightning Web Components</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Define the hours that my customer is available for work to be performed at their location.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&type=5&language=en_US" target="_blank">Work Rule Type: Service Appointment Visiting Hours</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&type=5&language=en_US" target="_blank">Guidelines for Creating Operating Hours for Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Fix the schedule for one service resource when last-minute developments occur like canceled jobs, lateness, or emergencies.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US" target="_blank">Optimize a Single Field Service Resource’s Schedule</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US" target="_blank">Fix Overlaps by Using an Automated Scheduling Flow (Beta)</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 "> </td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule interdependent or related jobs to multiple service resources.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&type=5&language=en_US" target="_blank">Create Service Crews</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&type=5&language=en_US" target="_blank">Set Up Crew Management</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&type=5&language=en_US" target="_blank">Complex Work in Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Make sure that service appointments occur in a specific sequence.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&type=5&language=en_US" target="_blank">Complex Work in Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Limit the number of service appointments that a service resource is assigned in 1 day.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_count.htm&release=264.0.0&type=5" title="Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom value. It’s a great way to prevent overloading your workers or their vehicles.">Work Rule Type: Count Rule</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Define service resource preferences for customers and specific jobs.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&type=5&language=en_US" target="_blank">Add Service Resource Preferences in Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Schedule work based on priority.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&type=5&language=en_US" target="_blank">Schedule Appointments Using Priorities</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Limit the amount of work that can be scheduled in a service territory to reserve capacity for unplanned or other work.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&type=5&language=en_US" target="_blank">Manage Work Capacity in Field Service</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_setup.htm&type=5&language=en_US" target="_blank">Set Up Field Service Work Capacity</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e85 ">Automate dispatching of work to mobile workers.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e88 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_dispatch_drip_feed.htm&type=5&language=en_US" target="_blank">Drip Feed Field Service Appointments</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_dispatch_auto.htm&type=5&language=en_US" target="_blank">Auto-Dispatch Service Resources</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e91 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d141179e94 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> </tbody> </table> <!-- document id=5a6b05d7b80272ed5f0f28871b898a818fcf6f62980e20763ef1c6f1f01761db url=/admin/current/en-us/service/264-0-0/fs_asset_attrib_manage_monit.md --> # Manage Threshold Monitoring for Field Service Asset Attributes Set up monitoring based on recordset filter criteria defined for asset fields and asset attributes. Recordset Filter Criteria Monitoring uses the thresholds defined by recordset filter criteria for the fields and attributes to determine whether they’re within the defined thresholds. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> 1. **[Recordset Filter Criteria Monitoring and Thresholds](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit.htm&release=264.0.0&type=5)** An asset manager can define recordset filter criteria monitors that monitor an asset by considering one or more asset fields and asset attributes filtered by recordset filter criteria. 2. **[Set Up Threshold Monitoring](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit.htm&release=264.0.0&type=5)** Add the Threshold Monitoring Lightning web component to the asset record page. 3. **[Create Recordset Filter Criteria for Asset Fields and Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit.htm&release=264.0.0&type=5)** Create recordset filter criteria based on asset fields or asset attributes. Then, add the recordset filter criteria to a recordset filter criteria monitor to monitor threshold compliance. 4. **[Create Thresholds](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib_manage_monit.htm&release=264.0.0&type=5)** After creating the recordset filter criteria, add it to a recordset filter criteria monitor to monitor the threshold compliance of an asset’s fields and attributes. ## Recordset Filter Criteria Monitoring and Thresholds An asset manager can define recordset filter criteria monitors that monitor an asset by considering one or more asset fields and asset attributes filtered by recordset filter criteria. The recordset filter criteria monitor uses thresholds for the fields and attributes to determine whether the values comply with the filter definitions. You can, for example, define a threshold based on attributes such as engine temperature, engine pressure, engine oil level, engine air influx, and RPM. You can then monitor the engine for faults by monitoring these attributes. ### Example: Air Conditioning Unit (HVAC) | Attribute Definition | Data Type | Unit of Measure | | --- | --- | --- | | Relative Humidity | Number | % | | Temperature | Number | Degrees F | | Air Direction | Picklist | Picklist values: up, down, right, left | ![Recordset Filter Criteria Monitor example for two HVACs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_diagram_hvac_example.png) The asset’s Attributes tab shows a card for each threshold defined for the asset. The cards show the compliance status of a threshold depending on whether it meets the recordset filter criteria conditions. If a recordset filter criteria condition is invalid, an Undetermined compliance status is shown on the threshold card. ## Set Up Threshold Monitoring Add the Threshold Monitoring Lightning web component to the asset record page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d176357e264">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e264 ">To edit Lightning pages in the Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e264 ">Customize Application</td> </tr> </tbody> </table> 1. From the object management settings for assets, go to Lightning Record Pages. 2. Select the relevant Lightning record page, and then click **Edit**. 3. In Lightning App Builder, create a custom tab and name it Attributes. 4. Drag the Threshold Monitoring component onto the canvas. 5. Save your work and activate the Lightning record page. ## Create Recordset Filter Criteria for Asset Fields and Attributes Create recordset filter criteria based on asset fields or asset attributes. Then, add the recordset filter criteria to a recordset filter criteria monitor to monitor threshold compliance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d176357e357">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e357 ">To view, create, and update recordset filter criteria:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e357 ">View, create, and edit on Asset, Recordset Filter Criteria, and Recordset Filter Criteria Rule AND View on Attribute Definition AND Delete on Recordset Filter Criteria Rule</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Recordset Filter Criteria**. 2. Click **New** and enter a name and a description for the recordset filter criteria. 3. For Source Object, select **Recordset Filter Criteria Monitor**. 4. For Filtered Object, select **Asset**. 5. In the Conditions section, select the relevant option for when the recordset filter criteria is valid. 6. Add filter conditions. 7. Save the recordset filter criteria. After you create a recordset filter criteria, recordset filter criteria rules for each asset field or asset attribute used in the recordset filter criteria are created for you. ## Create Thresholds After creating the recordset filter criteria, add it to a recordset filter criteria monitor to monitor the threshold compliance of an asset’s fields and attributes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d176357e477">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e477 ">To create, view, edit, or delete a recordset filter criteria monitor:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d176357e477 ">Create, Read, Update, or Delete on Recordset Filter Criteria</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Assets**. 2. Click the relevant asset record and open the Attributes tab. If you don’t see the Attributes tab, refresh the page. 3. Click **New Threshold** and enter a name and a description for the recordset filter criteria monitor. 4. Select a recordset filter criteria defined for the asset. 5. Save the recordset filter criteria monitor. #### See Also - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) - [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US) - [Add and Customize Tabs on Lightning Pages Using the Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_add_tabs.htm&type=5&language=en_US) - [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&type=5&language=en_US) - [Recordset Filter Criteria Fields](https://help.salesforce.com/s/articleView?id=service.fs_recordset_filter_criteria_fields.htm&type=5&language=en_US) <!-- document id=ffcdbc75ecbf7cdf1f6378f30742dcc80589f0c50dcd4e4f94830fc65b3a076c url=/admin/current/en-us/service/264-0-0/wfs_manage_user_access.md --> # Manage User Access Assign Workforce Scheduling personas to the users who schedule, dispatch, and perform work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14782e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14782e64 ">To assign Workforce Scheduling personas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14782e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> 1. From Salesforce Go, search for and select **Workforce Scheduling Data & Permissions**. 2. Next to Manage User Access, click **Manage**. 3. Select the persona that you want to assign to a user. For example, **Workforce Scheduling Dispatcher**. 4. Select or search for a user and click **Assign**. 5. Assign any additional personas or users and then click **Done**. <!-- document id=1c40bc43477d63745da6dd90912d6403b39450fd9b291b02e5e0476d2f7cd748 url=/admin/current/en-us/service/264-0-0/afcc_sv_edit_channel.md --> # Manage Voice Channel Details in Salesforce Voice Update your call and routing settings at any time.  ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125745e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125745e70 ">To manage channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125745e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to go to **Communication Channels**. 2. From the **All Channels** tab, go to the channel that you want to manage and click to see its details. 3. To see the voice details of the channel, go to the **Voice** tab. 4. To change the channel name or routing details, click **Edit**. 5. Save your changes. <!-- document id=aa396cc2c60b5aa155768df8a513f8f1d0d20c1e26090b414085584d373e5be6 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_control_what_customers_see.md --> # Manage What Customers See About Field Service Mobile Workers You can control how much information is shared about your mobile workers and their location. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d164463e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d164463e78 ">To customize component settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d164463e78 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> </tbody> </table> 1. To open the settings panel, click anywhere in the Real-Time Location component. ![Real-Time Location settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_settings.png) 2. Select what information to show the customers. - Show time estimate—Information related to the appointment’s address, the appointment’s start and end times, and the estimated arrival time. The appointment’s start and end times are taken from the ArrivalWindowStartTime and ArrivalWindowEndTime fields. The Estimated arrival time is calculated based on the mobile worker’s current location relative to the service appointment's location. The estimated arrival time is available from 12 hours before the appointment and is refreshed every 5 minutes. - Show map—A map with the mobile worker’s location and the service appointment location. The map is refreshed every 60 seconds. - Show team member’s exact location—When selected, the team member’s exact location is shown. Otherwise, the worker’s location is shown within a 500-meter radius. - Show team member’s info—The mobile worker’s first name, the first initial of their last name, and their title. - Show team member’s image—The mobile worker’s Chatter picture that’s saved in Salesforce. - Show Call button—Give your customers a button for calling the team member directly. The phone number is from the Phone field of the user that’s connected to the service resource. If the phone number isn’t populated, the Call button doesn’t appear. - Let customers reschedule appointments and Let customers cancel appointments—Customers can reschedule and cancel appointments even if the mobile worker is on the way to the appointment. See [Let Customers Reschedule and Cancel Appointments in the Real-Time Location Component](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_rtl_cancel_and_reschedule.htm&release=264.0.0&type=5 "Let your customers reschedule and cancel appointments even if the mobile worker is on the way to the appointment."). If you use all the options, your customer sees something like this. ![Real-Time Location screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_component_end_user.png) <!-- document id=42d0e30d59d06e0caa0b7e922560dcc680aa1dd3aedf15ffebe52dd7f1aef5b2 url=/admin/current/en-us/service/264-0-0/afcc_sv_manage_wa_voice.md --> # Manage WhatsApp Voice Channel Update your call and routing settings any time after you create the WhatsApp voice channel. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93702e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93702e70 ">To manage a WhatsApp Voice channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93702e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Communications Channels, under All Channels, click the channel you want to edit. To check if your channel is enabled for WhatsApp Voice, hover over the icon in the Type column. You should see the WhatsApp Voice tooltip. ![See the tooltip for the Type column.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_type.png) 2. From the **Voice** tab, update any settings you want and save your changes. <!-- document id=1d523fec59ea193341306af832d47cb86354f0c56de2bd009edb49be0b818c57 url=/admin/current/en-us/service/264-0-0/fs_workcapacitylimits.md --> # Manage Work Capacity in Field Service Control the work performed by your workforce according to dynamic company priorities.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Work capacity limits let you control the amount of work you can schedule for service resources. Limiting work capacity enables capacity reservation based on dynamic company priorities. Using capacity reservation can also help your company comply with its SLA, for example, by ensuring that maintenance tasks are performed regularly and not concentrated in one calendar period. Seeing as some work is seasonal, you might want to focus in the summer months on new installs and limit maintenance work to increase revenue. Or, during a recall or mandatory repairs when limit new installations to make more room for break-fix or maintenance type of work. Limiting work capacity is done by adding thresholds that limit how many hours or what percentage of the total work capacity you can schedule for a specific service territory or a specific value of a service appointment attribute field in a service territory. The work on service appointments with a specific value of a service appointment attribute field is referred to as a workstream. Limits define the maximum hours of schedulable capacity for a service territory or a specific workstream. For example, you can limit the total duration of new installation jobs scheduled in the New York territory to 100 hours per day during weekdays for the next two months. You can also limit maintenance jobs to 50 hours per day on Mondays. Or set the limit as a percentage of the total calculated available work capacity. For example, limit the installation jobs in Miami to 15% of the total calculated available time in Miami per day during the same time period. The limits are defined per day. Restrict limits to a date range or start on a specific date and be open-ended. You can set a limit to the work capacity for a specific workstream. A workstream with a defined limit is called a limited workstream. For example, limiting the work capacity of service appointments for the Breakfix work type to 140 hours on a specific day in Los Angeles defines a limited Breakfix workstream. Use out-of-the-box service appointment attributes to define these limits or create custom attributes. For example, use work type categories. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This feature is available only with Enhanced Scheduling and Optimization. - **[Set Up Field Service Work Capacity](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_setup.htm&release=264.0.0&type=5)** Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the site to share information with relevant external users. - **[Work Capacity Limits (WCL)](https://help.salesforce.com/s/articleView?id=service.fs_define_capacitylimits.htm&release=264.0.0&type=5)** Capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. You can define the work capacity limit for the whole service territory or restrict it to a specific workstream according to your company’s business objectives. - **[Work Capacity Availability Calculations](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_avail_calc.htm&release=264.0.0&type=5)** Work capacity availability calculations enable setting limits on work capacity as a percentage of the total work capacity. <!-- document id=44785f3d05cf6e45e9da0a82f972b71d2be8a5343dce6ea8ebea9f0514b8ba62 url=/admin/current/en-us/service/264-0-0/fs_work_plans_manage_work_step_templates.md --> # Manage Work Step Templates Manage the work plan template entries that store the work step templates associated with your work plan template. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d173575e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">To manage work plan template entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">Create, Update, and Delete on work plan templates</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">To add work plan template entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">Create on work plan templates</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">To reorder work plan template entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">Update on work plan templates</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">To remove work plan template entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173575e69 ">Update and Delete on work plan templates</td> </tr> </tbody> </table> 1. On the work plan template, open the Related tab. On the Work Plan Template Entries related list, click **Manage**. ![Manage Work Step Templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_manage_work_step_templates.png) 2. To add steps to the work plan template, click **Add**, and select work step templates from the list. ![Add Work Step Templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_add_work_step_templates.png) 3. Save your work. 4. To remove steps from the work plan template, select the relevant work step templates, and click **Remove Selected**. 5. To confirm the action, click **Remove**. 6. To reorder the work step templates, click **Reorder**, and select the relevant work step templates. ![Reorder Work Step Templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_reorder_work_step_templates.png) 7. To reorder the steps, click **Move to Top** ![Move to Top Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans__move_to_top_icon.png), **Move Up** ![Move Up Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_move_up_icon.png), **Move Down** ![Move Down\_Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_move_down_icon.png), or **Move to Bottom** ![Move to Bottom Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_work_plans_move_to_bottom_icon.png), and then click **Save Reorder**. 8. If you’re done, click **Done**. <!-- document id=20c340601e85917d2a86ad2bf0ec0a2483c4647c3378e9d9e51d29c016048523 url=/admin/current/en-us/service/264-0-0/omnichannel_omni_inbox_manage_work.md --> # Manage Work with Omni Inbox To accept new work and resume in-progress work, open Omni Inbox in the Salesforce Mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32153e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32153e55 ">To access Omni Inbox in the Salesforce Mobile app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32153e55 ">Messaging Agent</td> </tr> </tbody> </table> 1. Log in to the Salesforce Mobile app with your Salesforce credentials. 2. To view Omni Inbox, click **Menu** | **All Items** | **Omni Inbox**. If the admin added Omni Inbox as a top item in the app’s navigation, you can also click **Omni Inbox** at the bottom of this page. 3. To view work items, change your presence status to indicate that you’re available. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Only presence statuses where all associated channels are configured for status-based capacity appear in the dropdown. ![The dropdown lists the available presence statuses.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_mobile_status.png) 4. To resume in-progress or paused work, tap the work item in your inbox. ![Work assigned to the agent appears in Omni Inbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_mobile.png) 5. To accept new work, tap the checkmark (![The dropdown lists the available presence statuses.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_inbox_work_checkmark.png)) next to the work item. 6. To decline work, tap the X next to the work item. The X appears only if support reps are allowed to decline a work item, which the admin sets in the presence configuration settings. #### See Also - [Download and Log In to the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_download.htm&type=5&language=en_US) - [Use the Omni-Channel Component to Work with Customers (Desktop version)](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&type=5&language=en_US) - [Presence Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_configuration_settings.htm&type=5&language=en_US) <!-- document id=98c825208332d8ad93b4af88b500bd44f8ce7244d8a2ade33d0095f5e86719f6 url=/admin/current/en-us/service/264-0-0/wfs_schedule_manage_interactions.md --> # Manage Workforce Scheduling Interactions An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> An Interaction is the record that you see and act on. Workforce Scheduling creates a background Service Appointment for each Interaction — the scheduling engine acts on those underlying records. The Operations Console, list views, and Gantt tiles show the Interaction, not the underlying Service Appointment. Interactions use the same scheduling policies, work rules, and service objectives as other Workforce Scheduling records. An Interaction inherits its scheduled time, resource, and location from its underlying Service Appointment. When you schedule or reschedule an Interaction, the scheduling engine runs against the Service Appointment and syncs the results back up to the Interaction. - **[What Are Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5)** An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction. - **[Working with Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_work_with.htm&release=264.0.0&type=5)** Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction. - **[How Workforce Scheduling Interactions Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_mapping.htm&release=264.0.0&type=5)** Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync. - **[Workforce Scheduling Interaction Data Mapping](https://help.salesforce.com/s/articleView?id=service.wfs_aps_interaction_service_appointment_mapping.htm&release=264.0.0&type=5)** Review how the standard context definition maps interaction data so Workforce Scheduling can schedule onsite appointments with agency employees in office. <!-- document id=0675aab1888f0c3611140aa0b5ecdca7633661e20af3b7f71fa73f469a792e76 url=/admin/current/en-us/service/264-0-0/wfs_schedule_manage_visits.md --> # Manage Workforce Scheduling Visits A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> A Visit is the record that you see and act on. Workforce Scheduling creates a background Service Appointment and its parent Work Order for each Visit — the scheduling engine acts on those underlying records. The Operations Console, list views, and Gantt tiles show the Visit, not the underlying Service Appointment. Visits use the same scheduling policies, work rules, and service objectives as other Workforce Scheduling records. A Visit inherits its scheduled time, resource, and location from its underlying Service Appointment. When you schedule or reschedule a Visit, the scheduling engine runs against the Service Appointment and syncs the result back up to the Visit. Not all field work needs a Visit. Repair, maintenance, and installation work that centers on an asset rather than a person uses a Service Appointment and parent Work Order directly. - **[What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5)** A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit. - **[Working with Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_work_with.htm&release=264.0.0&type=5)** Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit. - **[How Workforce Scheduling Visits Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5)** Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync. - **[Workforce Scheduling Visit Data Mapping](https://help.salesforce.com/s/articleView?id=service.wfs_aps_visit_service_appointment_mapping.htm&release=264.0.0&type=5)** Workforce Scheduling maps each field visit, such as an inspection, investigation, or a home visit to a service appointment so it can schedule, assign, and dispatch resources for visits. #### See Also - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5 "A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.") - [Working with Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_work_with.htm&release=264.0.0&type=5 "Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit.") - [How Workforce Scheduling Visits Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5 "Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync.") - [Schedule, Reschedule and Unschedule Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") - [Service Appointments, Visits, and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_manage_sa_visits_interactions.htm&release=264.0.0&type=5 "Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly.") <!-- document id=8fd3e46b64313dd8aa826c2118c73be7cd1c371d8b78de3f94b5ece7ee715443 url=/admin/current/en-us/service/264-0-0/voice_setup_cc_manage.md --> # Manage Your Contact Center in Amazon Connect Quickly access the Amazon Connect settings page for your contact center. To log in to Amazon Connect, you need the username and password for your Amazon Connect instance. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66009e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66009e70 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66009e70 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66009e70 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66009e70 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> This feature is available with these telephony models. | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony | | --- | --- | --- | | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png) | ![unchecked](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/unchecked_mark.png) | 1. From Setup, enter Amazon Contact Centers in the Quick Find box, then select **Amazon Contact Centers**. 2. In the Contact Centers list view, click **Connect Settings**. The Amazon Connect settings page opens in a new browser tab. See the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). - **[Migrate an Existing Salesforce Contact Center Created from an XML Import](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features. - **[Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_cc.htm&release=264.0.0&type=5)** To access the latest functionality, install an updated version of your Service Cloud Voice contact center. When an update is available, you see a notification when you log in to Salesforce and go to the Amazon Contact Centers page in Setup. - **[Update the Key Pair for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_key_pair.htm&release=264.0.0&type=5)** Voice uses public-private key pairs to authenticate the telephony service request between Amazon Web Services and Salesforce. If a key pair expires, then your contact center can’t connect to the service, and customer calls go unanswered. Update your key pair before it expires. - **[Manage Contact Center Certificates](https://help.salesforce.com/s/articleView?id=service.voice_manage_certificates.htm&release=264.0.0&type=5)** Salesforce uses certificates to help ensure the security of your Salesforce Voice (formerly Service Cloud Voice) contact center. If your certificate is about to expire, we let you know by email so you can replace it with a new certificate. Salesforce Voice supports certificates with up to 4,096-bit keys. - **[Roll Back a Lambda Update](https://help.salesforce.com/s/articleView?id=service.voice_pt_roll_back_lambdas.htm&release=264.0.0&type=5)** Roll back Lambda changes made during a contact center upgrade with contact center versioning. Keep your custom Lambda modifications from being overridden during Salesforce Voice Lambda updates. - **[Delete a Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_delete_contact_center_resell.htm&release=264.0.0&type=5)** You can delete a contact center from your Salesforce org. For example, you can delete the contact center to change the AWS region that’s hosting your Amazon Connect instance or to clean up your Sandbox org. Before you can delete a contact center, you must delete the voice calls associated with the contact center. <!-- document id=59dd7c5eb8142c448a4f4915b31cfdaa1df9595a0991ff7f74dc01ce87d5307a url=/admin/current/en-us/service/264-0-0/fs_manage_inventory.md --> # Manage Your Field Service Inventory Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Common Field Service Inventory Management Tasks](https://help.salesforce.com/s/articleView?id=service.fs_parts_guidelines.htm&release=264.0.0&type=5)** Learn how to perform everyday tasks in field service inventory management. - **[Track Required Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_products_required.htm&release=264.0.0&type=5)** If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician with a voltmeter! Add _products required_ to work types, work orders, and work order line items to ensure that the assigned service resource arrives with the right equipment. - **[Request Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_part_requests.htm&release=264.0.0&type=5)** When your stock gets low or you need a part for a particular work order, create a _product request_. Product requests can be associated with work orders, work order line items, cases, and accounts. You can specify when and where the parts are needed, and divide the request into line items that each represent a needed part. - **[Transfer Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_product_transfers.htm&release=264.0.0&type=5)** To fulfill a product request, create a product transfer. Product transfers track the movement of inventory from one field service location to another. The inventory numbers at your storage locations update automatically to reflect transfers. - **[Track Inventory Consumption in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_products_consumed.htm&release=264.0.0&type=5)** Create _products consumed_ to track the use or consumption of items from your inventory. - **[Track Inventory Shipments in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_shipments.htm&release=264.0.0&type=5)** To track product items while they’re in transit between locations, create shipments. Shipments contain information about the products on board, the shipping carrier, and the expected delivery date. - **[Track Customer Returns in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_return_orders.htm&release=264.0.0&type=5)** _return orders_ to facilitate the return and repair of items that were sold to customers or supplied to field service workers. #### See Also - [Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&release=264.0.0&type=5 "Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job.") <!-- document id=cc783b3dfb900c670413dcaffbd48b78ecf10c8c00f6f7f2da3093c1102d73a1 url=/admin/current/en-us/service/264-0-0/omnichannel_manage_work_on_the_go.md --> # Manage Your Omni-Channel Work While On the Go With Omni Inbox in Salesforce Mobile, work from anywhere using your mobile device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Omni-Channel on Your Mobile Device](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_mobile_setup.htm&release=264.0.0&type=5)** To use Omni Inbox in the Salesforce Mobile app, you must have the Digital Engagement license. To set up Omni Inbox, complete these tasks. - **[Manage Work with Omni Inbox](https://help.salesforce.com/s/articleView?id=service.omnichannel_omni_inbox_manage_work.htm&release=264.0.0&type=5)** To accept new work and resume in-progress work, open Omni Inbox in the Salesforce Mobile app. - **[Search and Sort in Omni-Channel Inbox](https://help.salesforce.com/s/articleView?id=service.omnichannel_search_sort_rep.htm&release=264.0.0&type=5)** To efficiently prioritize and manage work items in Omni-Channel inbox, you can search and sort them according to your preference. <!-- document id=3fa24be5c722a92031c0eda15a8bb24790546aa0e01b0896aad949384858f091 url=/admin/current/en-us/service/264-0-0/es_ap_manage_your_details.md --> # Manage Your Profile Details In Alumni Portal, view and update your profile details on the My Profile page. You can also control whether your profile is visible to other alumni. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28138e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28138e55 ">To manage your profile details:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28138e55 ">Alumni Portal Community User</td> </tr> </tbody> </table> 1. Click **User Profile Menu**. 2. Click **My Profile**. 3. Upload your photo. 4. Edit the fields. Click **Change Publish Profile Setting** to hide or show your profile in Alumni Directory. 5. Save the changes. <!-- document id=9b10c8c849dec947bf078756b760f8ea1fb51e54dbcc4575c9ab0a0221493c7f url=/admin/current/en-us/service/264-0-0/es_manage_your_details.md --> # Manage Your Profile Details As employees, view and update your profile details on the My Profile page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51402e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51402e55 ">To manage your profile details:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51402e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> 1. On Employee Portal, click the **User Profile Menu**. 2. Click **My Profile**. 3. Upload your photo. 4. Edit the About Me field. 5. Save the changes. <!-- document id=721d36fa50bd64a3927cd61562a4a6c0e7778dc9cc5cdb8442d45311b315513d url=/admin/current/en-us/service/264-0-0/fs_shifts_view.md --> # Manage Your Shift Schedule in Field Service Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d130192e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d130192e72 ">To view shifts</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d130192e72 "> <p>Field Service Standard</p> <p>AND</p> <p style="margin-bottom:0;">View on Shift, Job Profiles, Service Resource, and Service Territory</p> </td> </tr> </tbody> </table> 1. From the App Launcher, click **Shifts**. 2. Navigate to a list view other than the Recently Viewed list view, such as the All Shifts list view or a custom list view. Click the dropdown menu next to the list view name, and select the name of the list view that contains the shifts you want to see. 3. Optionally, define filters to change which shifts appear. 4. To view upcoming shifts in a calendar, click ![Table icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_shifts_table_icon.png) and select ![Schedule icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fsl_schedule_icon.png). ![The table icon in the Shift tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fsl_shift_icons.png) 1. To see a calendar of shifts that are assigned to each job profile, click the **Shifts** tab. 2. To see a calendar of shifts that are assigned to each service resource, click the **Resources** tab. ![Shift schedule view showing shifts grouped by job profile.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_shift_schedule_view.png) Keep these considerations in mind when you work with shifts. General - To create a shift, choose from the New, New from Pattern, and New from Template actions. Or hover in an empty space and select **\+ New Shift**. - In the calendar view, to see shift assignments in the time zone of the resource, turn on the Territory Time Zone toggle. Toggle it off to see the schedule in your time zone. - If the managed package is installed, availability for confirmed shifts appears on the Gantt. Color-coding and icons - A horizontal color stripe on each shift shows the status. You can't customize the status color-coding. The colors are: - Tentative—orange - Published—blue - Confirmed—green - Background colors can identify or highlight shifts of different types. You set the background color on the shift, or the color is inherited from the shift template. - Resource absences are shown on the shift schedule. Absence cells are color-coded with a gray background. - Nonstandard shifts are marked with a red icon. Limitations - Up to 300 resource absences display in the Shift tab. If a resource belongs to multiple territories, you see an absence for the resource in each service territory. - On the Shifts tab, you can’t use the quick search box to filter. - The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting the filter type instead, for example by using the `does not contain` operator. - Bulk actions aren’t visible on the schedule view. #### See Also - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Nonstandard Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_nonstandard_shifts.htm&release=264.0.0&type=5 "Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") <!-- document id=76cbeaa0ba3f6da6ce23c44aec4c1fdb0f52be71cb75f0c41340fc62889e787a url=/admin/current/en-us/service/264-0-0/es_manager_approvals_set_up.md --> # Manager Approvals Setup Configure manager approvals to streamline your company's decision-making processes. With manager approvals, implement a structured approval system to enhance accountability and make sure all case actions are according to your company's policies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Employee Portal uses the Identify Manager subflow and the Approve Case Request record-triggered approval orchestration for manager approvals. The subflow identifies the manager associated with the employee who raised a case and shares the case with the manager. The orchestration sends an approval request to the manager of the employee who created the case that triggered the approval process. If the employee doesn't have an assigned manager, the request isn’t sent. - **[Create a Flow by Using the Identify Manager Template](https://help.salesforce.com/s/articleView?id=service.es_create_a_flow_by_using_the_identify_manager_template.htm&release=264.0.0&type=5)** Create a custom identify manager flow to meet your business requirements. - **[Create an Orchestration by Using the Approve Case Request Template](https://help.salesforce.com/s/articleView?id=service.es_create_an_orchestration_by_using_the_approve_case_request_template.htm&release=264.0.0&type=5)** Create a custom approve case request orchestration to meet your business requirements. - **[Limitations of Advanced Approvals in HR Service](https://help.salesforce.com/s/articleView?id=service.es_advanced_approvals_limitations.htm&release=264.0.0&type=5)** Limitations are the boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals. <!-- document id=f57849019b4ae37986d37503983350c0672196545444a4d1910913d11691e3e4 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_inc_example.md --> # Managing an Incident from Intake to Resolution for IT Services This example illustrates the lifecycle of an incident at Cumulus Bank, from Omni-Channel intake to resolution with SLAs and problem management. Julian, an IT fulfiller at Cumulus Bank, manages incidents reported through multiple channels, such as chat, email, portal, or Slack. With Omni-Channel and assignment rules, these incidents are automatically routed by the system into queues. The system then assigns incidents to available fulfillers such as Julian. ## Intake and Routing | Source | Action | | --- | --- | | Chat, email, portal, Slack | Fulfillers such as Julian pick them up | Recently, an employee reported a VPN connectivity issue through email. Because the issue is of high priority, the system automatically applies SLA milestones. Julian moves the incident to In Progress, which satisfies the Acknowledge within 1 hour milestone. ## SLA Tracking | Milestone | Target Time | | --- | --- | | Acknowledge | Within 1 hour | | Resolve | Within 4 hours | ## States and Milestones | State Change | Milestone Effect | | --- | --- | | New to In Progress | Meets Acknowledge within 1 hour milestone | | Work underway | Resolve within 4 hours timer continues | | Promote to Major Incident | SLA targets reevaluated according to policy (if configured) | | Resolved to Closed | Resolution met and post-incident actions continue for the problem. | Julian uses Agentforce to automatically associate similar incidents reported within the last one day with this incident. Normally, fulfillers can only propose such incidents for further approval. Because Julian has elevated privileges, he directly promotes the record to a major incident without requiring approval. When promoted, the SLA policy can reapply or adjust milestone times, for example, setting stricter goals for major incidents. ## Major Incident Escalation | Trigger | User Action | | --- | --- | | Similar incidents detected | Julian promotes the incident to a major incident. | To get immediate help on the issue, Julian starts a swarm in Slack directly from the incident record. Julian also uses Agentforce to generate a summary of the Slack conversation, and Agentforce posts the summary as a feed update on the incident record in the console, after the swarm session ends. This keeps both Slack and console users aligned. Because this was a major incident, the system automatically creates a problem record. ## Problem Creation | Action | Outcome | | --- | --- | | Promote to major incident | The system automatically creates a problem record. | After investigation, the team discovers a workaround. Julian uses Einstein to draft a knowledge article of the type Troubleshooting Guide and associates this knowledge article to the incident. Because a problem associated with the incident already exists, the knowledge article is also automatically associated with the problem. After Julian finds out the root cause of the problem, he also creates a knowledge article of the type Known Error for the problem. ## Knowledge Reuse | Action | Outcome | | --- | --- | | Identify a workaround | Einstein drafts a knowledge article as a troubleshooting guide, linked to the incident for reuse. | | Identify the root cause | Einstein drafts a knowledge article as a known error, linked to the problem for reuse. | By combining smart routing, SLA tracking, associations, automated problem creation, and knowledge reuse, Julian resolves incidents faster. <!-- document id=d7abab530faa7be7e65f8c224eaad0a3ead50725efa282312a9423b44e47de36 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_content.md --> # Managing Digital Experiences Content for Exercises in Employee Enablement Programs To manage the content that you want to use for exercises in employee enablement programs, use the Enablement workspace in the Digital Experiences app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Managing Digital Experiences Content for Exercises in Enablement Programs](https://help.salesforce.com/s/articleView?id=sales.enablement_content.htm&type=5&language=en_US). <!-- document id=9251e68503365a3393af8eeb9ccf43711998c0301e57be7718553867350fad6e url=/admin/current/en-us/service/264-0-0/es_managing_employee_enablement_programs.md --> # Managing Employee Enablement Programs Show employee enablement programs to employees in Employee Portal. Work with your site developer to build employee experiences that show employee enablement programs and exercises in Employee Portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create an Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_create_employee_enablement_program.htm&release=264.0.0&type=5)** Create Employee Portal from the Employee Portal template that uses the Enablement pages and components. Then set up your program in Program Builder. - **[Create Employee Enablement Programs Based on Templates](https://help.salesforce.com/s/articleView?id=service.es_create_an_employee_enablement_program_based_on_templates.htm&release=264.0.0&type=5)** Templates define and organize exercises. Select a template that aligns with your business need, and modify it for your business processes. The exercises in the templates have placeholders that require you to add some details. - **[Enablement Components and Pages in Employee Portal](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_components.htm&release=264.0.0&type=5)** In Experience Builder, Employee Portal includes an Enablement section in the Components panel and Enablement pages in the Pages menu. A site developer can use these components and pages to show employee enablement programs and exercises in Employee Portal. <!-- document id=1ecba73b7b118f86da700465fb16e766ddb89faec9a84746e88d019482b9f29e url=/admin/current/en-us/service/264-0-0/idea_themes_managing.md --> # Managing Idea Themes From the Idea Themes detail page, you can manage an idea theme and its related ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15293e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15293e54 ">To view the Idea Themes tab: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15293e54 ">Read on Idea Themes</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15293e54 ">To create and edit Idea Themes: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15293e54 ">Create on Ideas </td> </tr> </tbody> </table> As an administrator, you can perform the following tasks: - Edit, Delete, or Clone an idea theme. - [Edit](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") or [Delete](https://help.salesforce.com/s/articleView?id=service.ideas_del.htm&release=264.0.0&type=5 "When you delete an idea, its comments, and any child ideas are moved to the Recycle Bin.") ideas that have been submitted to the idea theme. - Move an idea from one idea theme to another in your zones. You can do this by editing the name of the idea, which removes the idea from the current idea theme and gives you the opportunity to select a different idea theme. - View the number of ideas that have been submitted for the idea theme. Merged ideas don’t appear in the list of submitted ideas on the Idea Themes detail page and aren’t counted in the Submitted Ideas field. - [Create an idea](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") and post it to the idea theme in which you’re working. #### See Also - [Create and Edit Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_creating.htm&release=264.0.0&type=5 "Use the Idea Themes tab in both the application and the console to create and edit Idea Themes for the Experience Cloud sites that you manage.") - [Use Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_using.htm&release=264.0.0&type=5 "Click the Idea Themes tab to view, filter, moderate, and create themes from lists.") <!-- document id=8300b199cc6586b4520a852e7a9e877972e7409f79d468befe51c51533ea9e49 url=/admin/current/en-us/service/264-0-0/sp_permissions_mandatory.md --> # Mandatory Permissions for Service Assistant Review the mandatory permissions that are required to access and use Service Assistant for all supported objects and plan types. In addition, permissions for knowledge grounding and agent actions are included here since these features are supported across all objects and plan types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Mandatory Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) - [Knowledge Grounding Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) - [Agent Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5) ## Mandatory Permissions This table lists the minimum required permissions for Service Assistant. These permissions enable Salesforce admins to set up Service Assistant and grant service reps access to draft service plans on the Case and Messaging Session record pages. All listed personas require a user role. See [Create a User Role](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&language=en_US&type=5) and [Assign Users to Role](https://help.salesforce.com/s/articleView?id=platform.assigning_users_to_roles.htm&language=en_US&type=5). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:17.391304347826086%"> <col style="width:34.78260869565217%"> <col style="width:13.043478260869563%"> <col style="width:34.78260869565217%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e99">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e102">Responsibility</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e105">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e108">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e99 ">Service Assistant Admin</td> <td data-label="Responsibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e102 "> <p>Sets up and manages Service Assistant.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&language=en_US&type=5" target="_blank">Complete General Setup</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&language=en_US&type=5" target="_blank">Set Up Service Assistant for Case</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US" target="_blank">Set Up Service Assistant for Messaging</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&type=5&language=en_US" target="_blank">Set Up Service Assistant for Voice</a></li> </ul> </td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e105 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e108 "> <ul> <li>Service Planner Builder permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e99 ">Service Rep</td> <td data-label="Responsibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e102 "> <p>Uses Service Assistant on the case or messaging session record page.</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage.htm&language=en_US&type=5" target="_blank">Work with Service Assistant</a>.</p> </td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e105 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e108 "> <ul> <li>Service Planner User permission set</li> <li>Access Agentforce Default Agent permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e99 ">Service Manager</td> <td data-label="Responsibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e102 "> <p>Gathers and evaluates service plan performance metrics with Service Insights.</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_performance.htm&language=en_US&type=5" target="_blank">Monitor Service Assistant</a>.</p> </td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e105 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e108 "> <ul> <li>Agentforce Default Admin</li> <li>Service Planner User</li> <li>Data Cloud admin</li> <li>Data Cloud Marketing admin</li> <li>Data Cloud Salesforce Connector*</li> <li>Prompt Template Manager</li> <li>Prompt Template User</li> <li>Tableau Next Included App Manager permission set</li> </ul> <p style="margin-bottom:0;">*Requires the Draft Service Plans with Generative AI system permission enabled for the permission set.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e99 ">ServicePlanner User</td> <td data-label="Responsibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e102 "> <p>A ServicePlanner User is created for Service Assistant when you create the agent in the Agentforce Builder. </p> <p>The agent user is automatically assigned the listed user license and first two standard permission sets. Agentforce_Service_Assistant Permissions is a permission set provided by Agentforce. Don't remove it.</p> <p style="margin-bottom:0;">You must manually assign the Data 360 User permission set.</p> </td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e105 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e108 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> </tr> </tbody> </table> ## Knowledge Grounding Permissions Reference Guide: [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5) | Setup Steps: [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5) Knowledge grounding augments your subagents and instructions to create plan steps directly from your knowledge articles. All articles used to create service plans are cited both in the plan steps and in the Sources section of the component. Custom permission sets are required for knowledge grounding. The ServicePlanner User requires a custom permission set to grant the agent access to your knowledge base so it can add the content to service plans. Service reps require a custom permission set to access and view articles cited in the plan steps. When you don't provide service reps the custom permission set, your knowledge articles are still used to create a service plan. However, the articles aren't cited in the service plan. We only officially certify the use of the knowledge data library type for Service Assistant using Salesforce knowledge. Enterprise knowledge isn’t certified for use in Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search) or using Enterprise Knowledge, but we don't provide setup guidance or recommendations for Service Assistant. All set up and usage follows the [general Agentforce guidance](https://help.salesforce.com/s/articleView?id=ai.data_library_choose_data_source.htm&type=5&language=en_US). For details on custom retrievers, see [Retrieve Data](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.529411764705884%"> <col style="width:17.647058823529413%"> <col style="width:58.82352941176471%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e335">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e338">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e341">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e335 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e338 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e341 "> <ul> <li>Knowledge User is enabled on your user record</li> <li>Data Cloud Architect permission set*</li> </ul> <p style="margin-bottom:0;">*Requires your default data space enabled on the permission set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Associate a Permission Set with a Data Space</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e335 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e338 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e341 "> <p>Recommended custom permission set name: <strong>Service Rep Knowledge Access</strong></p> <p>Permissions to include:</p> <ul> <li>Knowledge object permissions: Read, View All Records, View All Fields</li> <li>App permission: Allow View Knowledge</li> </ul> <p style="margin-bottom:0;">The custom permission set lets reps view knowledge content included in drafted service plans.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e335 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e338 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e341 "> <p>Recommended custom permission set name: <strong>Agent Knowledge Access</strong></p> <p>Permissions to include:</p> <ul> <li>App permission: Allow View Knowledge</li> <li>Knowledge object permissions: Read, View All Records, View All Fields. Grant access to any custom Knowledge record types.</li> <li>Data Category Visibility: Grant access to the data categories that are assigned to your knowledge articles.</li> </ul> <p style="margin-bottom:0;">The custom permission set grants Service Assistant access to your knowledge content so it can add the content to service plans.</p> </td> </tr> </tbody> </table> ## Agent Action Permissions Reference Guide: [Grounding with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US&type=5) To automate the completion of plan steps, Service Assistant supports standard and custom Agentforce actions. Standard actions are generally accessible to all Agentforce agents. Always confirm specific permission requirements in the [Standard Agent Action Reference](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&language=en_US&type=5). Custom action permissions are governed by the referenced Salesforce functionality. For any custom action, make sure the ServicePlanner User has the required permissions. All actions execute under the ServicePlanner User's permissions. For example, a flow custom action respects the flow's permissions, field-level security, and sharing settings. The ServicePlanner User needs Run Flows permission to execute it. This table outlines the general permissions required for custom actions based on the functionality used. The required permissions apply to both the ServicePlanner User and your service reps. In addtion keep these points in mind. - **Apex class access**. Explicitly grant the ServicePlanner User access to each Apex class the action calls. Without it, the action fails and you see a generic error message. - **Apex sharing mode**. Use actions that query customer data without sharing in the Apex class. If the class uses sharing, the query can return zero results with no error message. - **Object permissions**. Grant Read access on any object the action queries. If the action also creates or updates records, add Create and Edit access. - **Field-level security**. Object-level Read access isn't enough. Each field the action reads needs explicit Read access granted on the permission set. Without it, blank values are returnd. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important All actions executed automatically by the ServicePlanner User are unmetered. If an action requires manal confirmation or input from a service rep, they must have the [Unmetered User Based AI permission set license](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e504">Action Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d81595e507">Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e504 ">Prompt template actions</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e507 ">Permission Set: Prompt Template User</td> </tr> <tr class=""> <td data-label="Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e504 ">Flow actions</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e507 "> <p>App Permission: Run Flows</p> <p>OR</p> <p>Grant access to individual flows</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&language=en_US&type=5" target="_blank">Limit User Access to Execute Flows</a>.</p> </td> </tr> <tr class=""> <td data-label="Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e504 ">Apex class actions</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e507 "> <p style="margin-bottom:0;">Apex Class Access: Select the Apex classes that the agent uses. See <a href="https://help.salesforce.com/s/articleView?id=platform.code_package_security.htm&language=en_US&type=5" target="_blank">How Does Apex Class Security Work?</a></p> </td> </tr> <tr class=""> <td data-label="Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e504 ">Object used in the actions</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d81595e507 ">The ServicePlanner User and Service Rep must also have access to the objects referenced by the Agentforce Actions. The required level of access, such as Read or Edit, should correspond to the action's intended function. For example, Edit permissions are necessary for actions that update records or fields. Read permissions are for actions that verify data without modifying it.</td> </tr> </tbody> </table> <!-- document id=4c129f168f4d4546ee1772a5c53fc4459ae4701da38318c6797be256bddb3a59 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_map_ci_fields.md --> # Map Asset and Configuration Item Fields Keep your IT Hardware Asset Management and Configuration Management Database (CMDB) records aligned with event-driven, bidirectional synchronization. Map corresponding fields, establish a source of truth, and configure field value translations to resolve data conflicts between systems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16315e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16315e74 ">To map Asset and CI fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16315e74 ">Modify All Data OR CMDB Administrator</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation menu, scroll to **Administration** and expand **CMDB**. 3. Select **CI and Asset Sync Settings**. 4. Select **Field Synchronization** tab. 5. Select **Add Field Mapping**. 6. Select an **Asset Field**. 7. Select a **CI Field**. 8. Select a **Source of Truth**. The source of truth determines which system is authoritative and overwrites values when discrepancies occur. 9. Map specific **Source Field Values** to **Target Field Values**. For example: - Map a CI value of **Ordered** to an Asset value of **On Order**. - Map multiple CI values (**In Build**, **In Test**, and **Integration**) to a single Asset value like **Pending Install**. 10. Save your changes. <!-- document id=09ee2da8abf2d5e8dd066e890da9d41aa2e721a101e2e2b4c61ea49e4785b00d url=/admin/current/en-us/service/264-0-0/knowledge_creation_map_responses.md --> # Map Einstein Knowledge Creation Responses to Knowledge Fields Map AI-generated responses to your Knowledge record type fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67542e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67542e57 ">For admins to configure article creation: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67542e57 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Knowledge User</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you set up Knowledge Creation with prompt templates, skip this step. Map responses to Knowledge fields only when you use Knowledge Creation without prompt templates. 1. To add or edit fields, from Map Responses to Knowledge Fields, on the Knowledge Creation setup page, select **Edit**. 2. To add and map fields, click **Add Field**. Select the Knowledge field and map it to a corresponding response. ![Mapping Knowledge Fields to Einstein Responses with the Response Name dropdown menu highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/knowledge_creation/knowledge_creation_map.png) To remove fields, click **Delete**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important When you map your Knowledge fields, all Text Area Type and String Type fields — excluding LargeLanguageModel, Title, and URL Name — across Knowledge record types are available as long as you have access. If the user generating a knowledge article doesn’t have access to a field you've mapped, it isn’t populated when they generate a knowledge article. 3. Save your changes. To improve Einstein’s responses with information from your case fields, set up Service AI Grounding for cases. To include case comments and emails for grounding with Knowledge Creation, they must be selected during grounding set up. #### See Also - [Knowledge Fields for Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_learn_knowledge_fields.htm&release=264.0.0&type=5 "Learn how field mapping and response types affect your article drafts.") - [Einstein Knowledge Creation Response Glossary](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_glossary.htm&release=264.0.0&type=5 "Get an overview of each mapping option for knowledge article creation.") - [Ground Einstein Responses with Your Service Data](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&release=264.0.0&type=5 "Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.") <!-- document id=06d4b75024a856e69e6e75358a512ed11057f015ccb592dc0f15b75e770360c0 url=/admin/current/en-us/service/264-0-0/fs_work_plans_map_custom_fields.md --> # Map Fields for Work Plans Learn how standard fields for work plans are mapped from templates and how to map custom fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55758e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55758e73 ">To customize work plans custom field mapping:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55758e73 ">Customize Application</td> </tr> </tbody> </table> Standard fields for work plan templates, work step templates, and work plan template entries are automatically mapped to work plans and work steps. The mapping of these fields can’t be changed. The standard fields that are mapped from work plan templates to work plans are Name, Description, and Execution Order. The fields that are mapped from work step templates and work plan template entries to work steps are Action Definition, Action Type, Description, Execution Order, Name, and Work Plan Execution Order. You can also add custom fields to work plan templates, work step templates, and work plan template entries so that your workers have all the information they need to efficiently and accurately complete their work. You can then map which fields to copy from the templates to a work plan or work step record. 1. [Add custom fields](https://help.salesforce.com/s/articleView?id=platform.dev_objectcreate_task_lex.htm&type=5&language=en_US) to the work plan template / work step template / work plan template entry and to the work plan / work step. 2. From Setup, in the Quick Find box, enter Work Plans. On the Custom Field Mapping card in Work Plans Settings, select which custom field values to include from templates in work plans and work steps. You can: 1. Map custom fields from work plan templates to work plans. 2. Map custom fields from work step templates and work plan template entries to work steps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can’t delete a custom field mapped to a work plan or a work step. 3. Save your work. When work plans are generated, the custom fields are copied from the templates to the work plan and work steps of a work order or work order line item. In the Field Service mobile app, custom fields that take numerical inputs show plus and minus buttons only if the custom field name starts with Quantity. All other custom fields that take numerical inputs show a text box. - **[Guidelines for Mapping Custom Fields for Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_map_custom_fields.htm&release=264.0.0&type=5)** Learn the best practices for mapping custom fields from templates to work plans and work steps. Mapping custom fields helps your front-line workers retain important information that they use to complete their work. ## Guidelines for Mapping Custom Fields for Work Plans Learn the best practices for mapping custom fields from templates to work plans and work steps. Mapping custom fields helps your front-line workers retain important information that they use to complete their work. - Map any of these field types to custom fields of the same data type. - Formula - Auto Number - Checkbox - Currency - Date - Date / Time - Email - Geolocation - Number - Percent - Phone - Picklist - Multi-select Picklist - Text - Text Area - Text Area (Long) - Text Area (Rich) - Text (Encrypted) - Time - URL - Each target field can have one source field mapped to it. - You can map Auto Number fields to field types Text or Text Area. - You can map Text and Text Area fields to custom field types of Text, Text Area, Text Area (Long), and Picklist. If you map to a Picklist field, the picklist must be unrestricted. - You can map custom Picklist fields to custom field types of Text, Text Area, and Picklist (unrestricted), but not Text Area (Long). - When mapping between Picklist and Text fields, if the source field value is longer than the target field allows, your data truncates. - You can map custom lookup fields to custom lookup fields pointing to the same object. - When mapping source entity custom fields (Work Plan Templates / Work Step Templates / Work Plan Template Entries), the selected target entity custom field (Work Plan / Work Step) must be of equal or greater length. - You can’t delete mapped custom fields from the source entity or the target entity. To delete a field, remove its mapping first. - You can’t change the field type of a mapped field. To change a field’s type, remove its mapping first. - You can’t uninstall a package that references fields included in Work Plans Custom Field Mapping. Before uninstalling the package, remove any mappings of referenced fields. - When mapping custom number, currency, or percent fields, the target field must have the same length and number of decimal places. - Don’t map custom formula fields to other formula fields or any other type of field. <!-- document id=debd037fb70603e470d44860a7881a4ed606708487343faf47a94cdfc708a447 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_map_issue_to_compliance_objects.md --> # Map Issues to IT Compliance Records Link a compliance issue to the compliance records it relates to, such as a Risk, Regulation Version, Control Version, Policy Version, or Audit, so the issue is traceable to its source for reporting and audit follow-up. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d30501e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30501e74 ">To map a Compliance Issue to a compliance record:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30501e74 "> <p>Compliance Admin permission set</p> <p>OR</p> <p style="margin-bottom:0;">IT Compliance Fulfiller permission set</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Compliance Issues**. 2. Open a Compliance Issue record. 3. To link the Compliance Issue to other Compliance records, click the **Related** tab. 4. On the **Compliance Issue Risk Associations** related list, click **New**. 5. In the **Risk** field, search for and select the Risk record you want to associate with the issue. 6. Save your changes. 7. To map the issue to another compliance object, follow the same steps using the corresponding related list. - **Compliance Issue Regulation Versions** links the issue to a **Regulation Version**. To map to a specific clause as well, also select a **Regulation Clause Version** for more granular traceability. - **Compliance Issue Control Versions** links the issue to a **Control Version**. - **Compliance Issue Policy Versions** links the issue to a **Policy Version**. To map to a specific clause as well, also select a **Policy Clause Version** for more granular traceability. - **Compliance Issue Audits** links the issue to an **Audit**. <!-- document id=17b8f2dac630f5c0f9390a594dfddcf8efc81fc3bc3250799ef91198c22402e4 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_map_policy_reg_clauses.md --> # Map IT Compliance Policy Clause Versions to Policy Versions and Regulation Clause Versions Map policy clauses to parent policy versions and external regulatory requirements. Linking a clause to a policy version ensures the document is complete and ready for distribution. Linking an internal clause to an external regulation clause provides verifiable proof for auditors and also helps you quickly identify which internal policies need updates when an external law changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d94711e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94711e74 ">To configure Compliance records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94711e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Compliance Policy Clause Versions**. 2. Open a Compliance Policy Clause Version record. 3. To link the clause to an internal policy, go to the **Related** tab. 4. In the Compliance Policy Compliance Clause Versions related list, click **New** and select the parent policy version. 5. To link the clause to an external mandate, go to the **Related** tab. 6. In the Regulation Clause Version Compliance Policy Clause Versions related list, click **New** and select the specific regulation clause. For more details on mapping logic and versioning, see [Map Compliance Policy Clause Version to Its Policy Version and Regulation Clause Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_map_policy_clause_version.htm&type=5&language=en_US). <!-- document id=135f11ef51e47fe1b71ef626c401310fb9eb99ca69aed5f146112c310016d359 url=/admin/current/en-us/service/264-0-0/workforce_engagement_jp_to_queue.md --> # Map Job Profiles to Queues Use the Workforce Engagement Configuration App to map job profiles to queues for capacity planning in an Omni-Channel queue-based routing workflow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11598e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11598e54 ">To map job profiles and queues in the Workforce Engagement Configuration App:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11598e54 ">Workforce Engagement Analyst or Workforce Engagement Planner permission sets</td> </tr> </tbody> </table> Mapping job profiles to queues lets you create capacity plans and schedule shifts based on queues. Mapping job profiles to queues involves: - Associating a job profile to the queue it routes to - Defining the capacity settings for the job profile - Defining the service level agreements for the job profile To map job profiles to queues, open the **Settings: Workforce Engagement** tab. For standard Salesforce user profiles, this tab is enabled automatically by selecting the Enable Workforce Engagement Configuration checkbox when you turn on Workforce Engagement. For custom user profiles, you must make this tab visible. In Setup, go to Profiles; under Tab Settings, set **Settings: Workforce Engagement** to Default On. Complete these steps to map job profiles to queues. 1. From the App Launcher, open the **Workforce Engagement Configuration App**. The app opens to the **Settings: Workforce Engagement** tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you don’t see this tab, make sure that you were assigned the Planner or Analyst standard permission set. For a custom user profile, make sure that the **Settings: Workforce Engagement** tab is set to On. 2. From the tree menu, under Capacity Planning, select **Job Profile Mapping**. This page shows the current job profiles and the queues to which they’re mapped. 3. Select the job profiles that you want to map. You can select up to 5 job profiles at one time. If no profiles appear, [create some](https://help.salesforce.com/s/articleView?id=service.fs_job_profile_create.htm&type=5&language=en_US) and then map them to your queues. 1. Click **Map**. The left side-panel shows the selected profiles. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you see the **Job Profile Mapping** tab but can’t create a mapping, make sure that job profiles and Omni-Channel queues are set up, and that Omni-Channel routing is configured. 2. Select a job profile from the left side-panel, and enter values for the queue and profile settings. Complete this step for each of the profiles listed. 3. Click **Next**. 4. Define job profile capacities. 1. Select a job profile. Review and accept the preconfigured capacity settings or select **Custom** to modify them. Repeat this step for each job profile. 2. Click **Next**. 5. Define service level agreements. 1. Select a job profile. 2. Set the field values. The values define the percentage of support requests that you want your agents to address in a certain amount of time, regardless of channel. Repeat this step for each job profile. 3. Click **Next**. 4. Click **Done**. You can delete job profile-to-queue mappings from the Settings: Workforce Engagement tab. If you delete a mapping that’s used in a capacity plan, the plan doesn’t show the data for that mapping. It still shows data for other job profile-to-queue mappings. If you delete a job profile that’s used in a mapping, it deletes the mapping and any data for that job profile mapping in capacity plans. #### See Also - [Enable Workforce Management and Feature Preferences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable.htm&release=264.0.0&type=5 "To use Workforce Management, turn on the org preference in Setup . The simplified setup experience automatically installs the CRM Analytics app and tab set, and gives you the option to enable historical adherence metrics") - [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) - [Create Routing Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US) - [Associate Routing Configurations and Agents with Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_associate_routing_configuration_with_queue.htm&type=5&language=en_US) <!-- document id=d588d4f779a74ffec70bfa90196d18004c445c7b9748af455b5b56a793f8709b url=/admin/current/en-us/service/264-0-0/work_summaries_messaging_map_output.md --> # Map Outputs to Messaging Session Summary Fields To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the MessagingSession object or one of its related objects. You must map these fields before you can activate work summaries for the service channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12695e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12695e55 ">To store messaging session summaries in Salesforce object fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12695e55 ">Edit on Salesforce object OR Modify All Data</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Work Summaries, then select **Einstein Work Summaries**. 2. Click the Enhanced Messaging tab. 3. In the Map Outputs to Salesforce Object Fields section, click **Edit**. 4. For the Summary, Issue, and Resolution outputs, select the Salesforce object field where you want to map each output. Only fields with the Text Area and Text Area (Long) data types appear in the picklist. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip To map a field, you must have field-level security access on the field. If you don’t have access and try to map the field, an error appears. 5. Click **Save**. We don't recommend changing the field mappings after you set them up. If a field mapping is updated, new summaries are stored in the new field you specify, while the content from the previous field isn't shown on the summaries page. To restore mapping for a custom field that you deleted and then undeleted, map the field to the output again. ![The Issue, Resolution, and Summary fields are added to the Case layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_map_fields.png) #### See Also - [Field-Level Security](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&type=5&language=en_US) <!-- document id=a1aa77d189af30ffc09485fa95c17bfa271076e294ddbd6392f2217e863b07c7 url=/admin/current/en-us/service/264-0-0/cc_generative_ai_map_summary_fields.md --> # Map Outputs to Summary Fields Select the fields you want to map Einstein generative AI outputs to in the case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89660e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89660e55 ">To build and manage for Service: Work Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89660e55 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Edit on records OR Modify All Data</p> </td> </tr> </tbody> </table> 1. From Map Outputs to Record Fields, in the Work Summaries Setup page, select **Edit**. 2. For the Summary, Issue, and Resolution, select the Case field where you want to map each output. ![Einstein GPT outputs mapped to fields and activated](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_map_outputs.png) To ensure fields can hold the entire summary, we recommend mapping summaries to fields with a long text format. 3. Click **Save**. We don't recommend changing the field mappings after you set them up. If a field mapping is updated, new summaries are stored in the new field you specify, while the content from the previous field isn't shown on the summaries page. 4. To turn on Work Summaries and show Einstein generative AI outputs to service reps in the console, turn on Case Summaries. <!-- document id=89c216c9e8291f4c9a8addab3a2144c2d1fd34652c1260bbdd9fc8453b490d89 url=/admin/current/en-us/service/264-0-0/work_summaries_voice_map_output.md --> # Map Outputs to Voice Call Summary Fields To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the VoiceCall object or one of its related objects. You must map these fields before you can activate work summaries for the service channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46089e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46089e55 ">To store voice call summaries in the VoiceCall fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46089e55 ">Edit on VoiceCall OR Modify All Data</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Einstein Work Summaries, then select **Einstein Work Summaries**. 2. Click the Voice Calls tab. 3. In the Map Outputs to Voice Call Fields section, click **Edit**. 4. For the Summary, Issue, and Resolution outputs, select the Salesforce object field where you want to map each output. Only fields with the Text Area and Text Area (Long) data types appear in the picklist. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip To map a field, you must have field-level security access on the field. If you don’t have access and try to map the field, an error appears. 5. Click **Save**. We don't recommend changing the field mappings after you set them up. If a field mapping is updated, new summaries are stored in the new field you specify, while the content from the previous field isn't shown on the summaries page. To restore mapping for a custom field that you deleted and then undeleted, map the field to the output again. ![The Issue, Resolution, and Summary fields are added to the VoiceCall layout.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_voice_enable.png) #### See Also - [Field-Level Security](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&type=5&language=en_US) <!-- document id=8567fb4f41624c7c3f46f3679c5337404887c97c8b3f101c0cf6da6689d74ff9 url=/admin/current/en-us/service/264-0-0/miaw_map_messaging_2.md --> # Map Pre-Chat Values in Omni-Channel Flow Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_map_messaging_2__d455e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_map_messaging_2__d455e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d108705e96">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d108705e96 ">To set up Omni and Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108705e96 "> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d108705e96 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108705e96 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> In this stage of Enhanced Chat setup, you: - Map pre-chat fields to Omni flow variables. - Update your Omni-Channel flow to set field values for the messaging session after they’re filled out in the pre-chat form. ## Map Pre-Chat Fields to Omni Flow Variables 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Select your channel name. 3. In the Parameter Mapping section, click **New**. 4. In the **Parameter** field, select an item from your pre-chat form. 5. Add a flow variable name that describes the action. You reference the flow variable name in your flow later. ![New Parameter Mapping modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_3.png) 6. Save your changes. 7. Continue the process with each standard and custom field in your pre-chat form. ## Update Your Omni-Channel Flow to Set Field Values in the Messaging Session Return to the Omni-Channel Flow that you created in the [first stage of setup](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5 "Build a strong foundation for your new messaging channel and deployment."). Add one more element to store your pre-chat fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note String is the only option for Data Type. While the pre-chat form lets you show visible fields formatted as text, email, phone, number, dropdown, and checkbox fields, a flow automatically converts these fields to string fields. If you use a flow to send information from a pre-chat field to another record, the output appears as a string field. While most letters, numbers, and special characters allowed by the original field type are allowed by a string field, differences sometimes occur. For example, the flow converts a checkbox field to a string statement of true or a string statement of false in the resulting flow output. As another exception, the flow passes the original dropdown API value from a pre-chat form’s dropdown field, not the custom label for that field value. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Find and select your previous flow from the list. 3. Add an input variable for each pre-chat field. - The API Name must be identical to the Flow Variable Name from Parameter Mappings. - The Data Type must be set to **Text**. - The variable must be **Available for input**. ![New Resource modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_custom_fields_4.png) 4. Create an Update Records element before the Route Work element in your flow. Specify conditions to identify records and set fields individually. Select Messaging Session as the object. In the Filter Records section, filter based on the recordId value. ![Screenshot of New Update Records modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_new_update_records.png) 5. Under Set Field Values for the messaging session records, enter each field name under Field, and enter its corresponding flow variable name under Value. ![New Update Records modal with Set Field Values for the Messaging Session Records highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_new_record_field_values.png) 6. Click Done. The complete flow looks like this. ![Diagram of Omni-Channel Flow with Messaging Session added.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_omni_flow_final.png) 7. Save this flow as a new version, and verify that it’s activated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When the service rep clicks End Chat, the messaging session ends. If the customer continues the conversation, another session is created. By default, pre-chat data isn’t carried over to this new session. - **[Use Pre-Chat API to Pass Customer Information to the Service Rep in an External Website](https://help.salesforce.com/s/articleView?id=service.miaw_pre_chat_api_2.htm&release=264.0.0&type=5)** To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. - **[Use Pre-Chat API to Pass Customer Information to the Service Rep in an Experience Site](https://help.salesforce.com/s/articleView?id=service.miaw_pre_chat_api_3.htm&release=264.0.0&type=5)** To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. #### See Also - [Use Pre-Chat with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_prechat.htm&type=5&language=en_US) <!-- document id=b20585fdd2bfd4b9cab90c95f14640daa764eecf9299dfd506505edccd096ccd url=/admin/current/en-us/service/264-0-0/work_summaries_map_email_outputs.md --> # Map Responses to Email Summary Fields To store Einstein’s responses, map them to fields on the EmailMessage and Case objects. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71048e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71048e55 ">To store summaries in object fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71048e55 "> <p>Edit on records</p> <p>OR</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> </tbody> </table> 1. From Map Responses to Salesforce Fields, in the Work Summaries Setup page, select **Edit**. 2. For the Individual Email Summary and Combined Summary, select the EmailMessage and Case fields where you want to map each output. To ensure that fields can hold the entire summary, we recommend mapping summaries to fields with a long text format. If the field you choose is too short for a summary, the summary might get truncated. Each field must have a different name. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_warning.png) Warning We don't recommend changing the field mappings after you set them up. If a field mapping is updated, new summaries are stored in the new field you specify, while the content from the previous field isn't shown on the summaries page. 3. Click **Save**. Email summaries are intended to be viewed within the component. If you want to view the summaries through the mapped fields on a record page, refresh the page first. Note that triggers like Flow and Apex are not fired when Email summaries are generated. This behavior may vary from other Work Summaries features. <!-- document id=f5ac49bdc9a153a0fbef8ffdb1f763d8b8816d5fa73e734f3ff7299d23d6e45b url=/admin/current/en-us/service/264-0-0/it_srvcs_map_risks.md --> # Map Risks to Policy Clauses and Controls for IT Compliance Link risks to the policy clauses they could violate and the controls that mitigate them. Mapping policy clauses to risks helps teams track which corporate rules are threatened by each risk, while mapping controls to risks helps teams track how effective your safeguards are. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d106965e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d106965e74 ">To map risks to policy clauses and controls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d106965e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> Mapping is how a risk gets connected to the rest of your compliance program. Map policy clauses to show which corporate rules a risk could violate, and map controls to identify the safeguards working against it. Once at least one control is mapped, the active scoring expression set calculates the residual risk score, the threat level that remains after your safeguards take effect. ## Map a Risk to Policy Clauses Link a risk to the policy clauses it could violate so your team has clear governance context for the threat. 1. From a Risk record details page, go to the **Related** tab and click **Map Policy Clauses**. 2. Select the policy clauses that apply to the risk and save your changes. Only active policy clauses are available to map. ![Example: mapping the phishing risk to policy clauses](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: mapping the phishing risk to policy clauses Suppose your compliance team has registered a Phishing Attack risk for the North America Sales business unit and wants to make clear which corporate rules a breach could violate. They map the risk to clauses from three relevant policies — Access Control, Email Security, and Security Awareness: - Access Control Policy Clause 3.1, Authentication Standards. Mandates MFA on Sales Cloud tenant access. - Email Security Policy Clause 5.2, Anti-Phishing Controls. Mandates inbound email filtering with anti-phishing analysis. - Security Awareness Policy Clause 2.4, Phishing Training. Mandates quarterly phishing awareness training for all employees. Together these clauses tell your team exactly why the risk matters: any phishing breach in the North America Sales tenant could violate three corporate security mandates. ## Map a Risk to Controls Link a risk to the controls that mitigate it so the residual risk score reflects the safeguards in place. 1. From a Risk record details page, go to the **Controls** tab and click **Map Controls**. 2. Select the controls that mitigate the risk and save your changes. ![Example: mapping controls to the phishing risk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: mapping controls to the phishing risk Suppose your compliance team has registered a Phishing Attack risk for the North America Sales business unit. The risk has a high inherent risk score, and evaluations suggest both high impact and high likelihood, so the team wants the residual risk score to reflect the safeguards already in place. They map the mitigating controls to the risk: - Multi-Factor Authentication v2.0. Hardware-key MFA enforced on all Sales Cloud tenant logins. - Email Security Gateway v3.1. Inbound email filtering with anti-phishing analysis and quarantine. - Phishing Awareness Training Program. Quarterly phishing simulation campaigns for North America Sales staff. With these controls in place, the active scoring expression set recalculates the residual risk score on the next evaluation, showing the threat level that remains after these safeguards take effect. <!-- document id=7bb87f486ac799b87595b0641ee5389b01931e240b6f6cb644782075a7773d26 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_map_views.md --> # Map Views and Routes in the Scheduling Console The map in the Scheduling Console gives dispatchers a clear geographical view of service resources and service appointments, with routes displayed directly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The map data is fully synchronized with the Gantt, the service appointment list, or both, through the map layers. The map shows data for a single day. If the Gantt view spans multiple days, the map shows data corresponding to the first day of the Gantt's date range. The service resource route is also visible on the map. Dispatchers have the flexibility to view the map alongside the Gantt and the service appointment list view, or to open it separately in a new tab. To maintain visual clarity, the map groups nearby service appointments into clusters when dispatchers zoom out to view larger geographic areas. ![Scheduling Console map showing map controls and map layers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_routes.png) - Open the map in a new tab (1). When opened in a separate tab, the map remains fully synchronized with the data shown on the Gantt and the service appointment list. - Show map layers (2). These map layers are available: - Details > Traffic: This layer is turned off by default. - Service Appointments: Controls which appointments are shown on the map; those from the Gantt (first day of the Gantt’s date range), those in the service appointment list view, or from both. - Service Resources: Shows service resource markers on the map. - Routes: Shows both actual and planned routes. For crew service resources, the route display depends on whether a crew leader or a crew member is selected. - Locations: Shows the home base (Service Territory Member) and service territories. - Polygons - Resize the map from the side and bottom (3). ## Viewing a Service Resource's Route When a service resource is selected, you can display its route directly on the map and compare the planned route with the actual route to verify schedule adherence and identify deviations. - **Planned route**: Shows the optimized sequence of stops as determined by the scheduling and optimization engine. - **Actual route**: Shows the resource's real-world movements, tracked from location history. The planned route is always visible when a resource is selected. To show or hide the actual route, toggle the **Actual Route** layer under **Routes** in the map layers panel. To view a resource's route from the Gantt, in the service resource list, hover over the resource and click **View Route** in the resource popover (1), or select the resource and click **View Route** in the action bar (2). The map centers on the resource's route. ![Service resource popper and action menu showing the View Route action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_single_resource_view_route.png) **Viewing Route Details** You can explore route information directly from the map. ![Route details showing in tooltips including View Route Details link](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_single_resource_route_info.png) - Hover over individual route stops to see the appointment's scheduled start and end times (1). - Hover over a route on the map to see a tooltip showing the route's total travel time and a link to view additional route information (2). - Click **View Route Details** to open a panel with more information about the route (3). ## Routes for Crew Resources When a service resource of type Crew is shown on the map, the route display reflects the structure of the crew. - **Crew Leader selected**: The map shows the combined planned route and the combined actual route for the entire crew. The actual route is displayed based on the active layer selection. - **Crew member selected**: The map shows these two routes. - The crew's combined planned route, derived from the crew leader's movements. - The crew member's own actual location tracking, shown for comparison when the member's actual movements deviate from the crew's actual route. The actual route is displayed based on the active layer selection. The planned route for a crew member is always taken from the crew. The actual route is taken from the individual crew member. Home base markers also reflect crew membership. The crew's home base has a dedicated marker based on its Service Territory Membership. For crew members, the home base marker includes an additional indicator showing that the service resource belongs to a crew. ## Viewing Multiple Routes You can view and compare the routes of up to 50 service resources simultaneously on the map. Viewing routes side by side helps you fix route conflicts before they happen, ensure resources follow their daily plan, and identify opportunities to improve efficiency, such as reassigning service appointments between nearby resources. When routes are displayed, each resource's route is shown in a distinct color. The map automatically adjusts the view to fit all selected routes. **View Routes from the Map** From the map, click **Show Routes** (1) to open a dropdown with a list of service resources and service territories (2). Search for or select specific resources or territories, or select **Select all** to show routes for all resources. When a service territory is selected, the routes of all resources in that territory are shown. ![Show Routes action on the map with the service resources and service territories dropdown showing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_multiple_resources_select_from_map.png) When you select resources from the dropdown, the **Show Routes** button changes to display the first resource's name along with the number of selected resources (1). To remove all routes from the map, click the clear routes icon (2). ![Territories and resources selected in dropdown and first resource's name along with the number of selected resources showing](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_multiple_resources_dropdown.png) **View Routes from the Gantt** In the service resource list, select the relevant service resources (1), and then click **View Route** in the action bar (2). The selected resources' routes appear on the map (3). The **Show Routes** button also changes and the clear routes icon appears, the same as when selecting from the map (4). ![Service resources selected from Gantt with View Route action and routes showing on map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_multiple_resources_select_from_gantt.png) To view details for a route, hover over it to see the route’s total travel time, then click **View Route Details** to open a panel with more information. ## Map Polygons To improve dispatching efficiency, you can draw custom polygons directly on the map to select all service appointments within a specific geographic area and perform actions on them. Polygons can be saved and reused across sessions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A service appointment is included in the selection only if its latitude and longitude coordinates fall within the polygon boundary. If a polygon boundary passes through the visual marker of an appointment whose coordinates fall outside the boundary, that appointment isn't included. **Draw a Polygon** Draw a polygon on the map to define the area you want to work with. ![Steps for drawing a polygon with guiding popovers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_draw_polygon.png) - From the map, click **Create Polygon** (1). The map switches to drawing mode and a popover appears to guide you. - Draw the polygon by clicking on the map (2). - Click anywhere on the map to place the first point of the polygon. - Continue clicking to add points. After placing the first point, add two or more additional points to complete the polygon. - When you have at least three points, click the first point or press Enter to close the shape. - Click **Done** (3). An action menu appears showing the number of selected service appointments, the available actions, and the save and discard options. You can perform actions on the selected appointments without saving, or continue to the next step to save or discard the polygon. - Click **Save Polygon** to save the polygon for future use. Enter a name and, optionally, associate it with a service territory. Or click **Discard Polygon** to remove the polygon without saving. **Perform Actions** From the polygon action menu (1), you can perform actions on the selected appointments, such as Schedule / Reschedule, Change Status, and Unschedule. ![Polygon action menu showing available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_map_views_polygon_action_menu.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Actions are limited to 200 service appointments at a time. If the polygon contains more than 200 appointments, actions are unavailable. You can still edit or delete the polygon. **Manage Saved Polygons** Saved polygons appear on the map and can be shown or hidden from the map layers panel. To manage a polygon, click it on the map to open the action menu. - **Edit Polygon**: Modify the polygon shape, name, or associated service territory. If you navigate away with unsaved changes, you're prompted to save or discard them. - **Delete Polygon**: Remove the polygon from the map permanently. <!-- document id=ebdba11266d88abb5c27209820a344809435fbbac243c21ce423d71de4b403cc url=/admin/current/en-us/service/264-0-0/omnichannel_attribute_based_routing_mapping.md --> # Map Work-Item Field Values to Skills To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d137937e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d137937e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d137937e55 ">Customize Application</td> </tr> </tbody> </table> Create one skill mapping set for each object. In each mapping, associate an object’s picklist, boolean, and lookup field values with the skills needed to route a work item to the right service rep. You can map up to 10 fields and 100 field values. You can also specify the skill levels. To route a work item more quickly, specify whether a skill is additional and can be dropped if needed. 1. From Setup, enter Skills-Based Routing Rules in the Quick Find box, then select **Skills-Based Routing Rules**. 2. Click **New Skill Mapping Set**. 3. Provide a name and developer name for the mapping set and select the type of object to be routed. Then click **Next**. ![Skill mapping set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/attribute_based_routing_mapping.png) 4. Select the fields for routing your cases. Then click **Next**. ![Select fields to map to skills](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/attribute_based_routing_mapping2.png) You can map standard and custom field values of type picklist, boolean, and lookup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can use any method to set custom field values on objects. For example, pre-chat forms, triggers, and custom apex code. 5. For each field, select the field value and corresponding skill. You can also specify a skill level and set skills to additional. For additional skills, you can specify the order in which skills are dropped if after the specified timeout no service rep with that skill is available. Initially, Omni-Channel tries to route work to a service rep with all the requested skills. If a service rep with all the skills isn't available and additional skills are configured to be dropped, Omni-Channel drops additional skills after a timeout. The router drops skills until a service rep who has the remaining skills is available. You can specify the order in which additional skills are dropped. Skills with a higher priority are dropped first. For example, a skill with priority 5 is dropped before a skill with priority 4. Skills with priority 0, or skills without a priority, are dropped last. The work item is then routed to the best-matched agent, even if the service rep doesn't have all the additional skills. If a service rep declines work or goes offline, the required skills reset to what they were originally, and the timer resets. The router goes back to looking for service reps with all additional skills and begins the process of dropping additional skills over again. ![Map field values to skills](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/attribute_based_routing_mapping3.png) For example, you can set up the following required and additional skills: - Language: English and French are required, not additional. - Issue Type: Software and Hardware are additional skills of the highest priority, 0. - Product: Speaker, Mouse, and Keyboard are additional skills of priority 1. - Location: USA, England, Canada, and France are additional skills of priority 2. In this example, Language skills aren’t additional, so they’re never dropped. Skills associated with the Issue Type field are the highest priority, so Omni-Channel drops them last. Skills associated with the Location field are dropped first. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Skills with the same priority value resulting from the skill-based routing rules setup method or Apex code belong to the same group and are dropped together. 6. When you have mapped field values to skills for each field, click **Done**. To create a mapping set, click **New** (1). To edit or delete a mapping set, use the dropdown menu (2). To stop routing for an object, click **Deactivate**. To start routing for an object, click **Activate**. ![New mapping set or edit and deactivate a mapping set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/attribute_based_routing_mapping4.png) To test the routing setup, navigate to your app and bring the service rep with the right skill online. Create a work item with the field value that maps to the corresponding skill. Change the owner of the work item to a queue with the routing configuration that you set up for skills-based Routing rules. The work item appears in the Omni-Channel component. Routed work appears in the Queues Backlog and Skills Backlog in Command Center for Service. Mapping only happens when the work is routed, not when a record’s values are updated. <!-- document id=199efab4a41b316ecc611a775ccf69d2348b43e708f34aece4e3e9a919082516 url=/admin/current/en-us/service/264-0-0/service_cloud_voice_map_users.md --> # Map Your Existing Salesforce Users to Telephony Provider Users To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect Although you can define the routing logic in Salesforce using Salesforce reps, with federated routing the actual routing happens in the telephony system, where calls are routed to the telephony users. With Omni-Channel Unified Routing, the actual routing of voice calls happens in Salesforce. Either way, users must be added to your contact center in Salesforce before you can map them to telephony provider users by adding them to a Call Center Routing Map. Calls assigned to unmapped users aren’t routed at runtime. As of Winter ’22, Salesforce users newly added to the contact center are automatically mapped to telephony users if the telephony provider supports mapping users. However, you must manually map existing Salesforce users. Define the mappings in a CSV file and then import them into the CallCenterRoutingMap Salesforce object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note It can take up to 24 hours for your contact center to sync with your telephony provider, including mapping Salesforce users to telephony provider users. ## Generate the Call Center Routing Map with Telephony User Information Learn what to include for each field in the CallCenterRoutingMap object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you’re mapping Salesforce users to Amazon Connect users, the username format for Amazon Connect users must adhere to the `roleSessionName` attribute format defined in your contact center’s SSO connected app or external client app SAML policies. For example: $User.Alias + @ + $User.Id + @ + Organization.Id. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.545741324921135%"> <col style="width:68.45425867507886%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50238e99">Field Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50238e102">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">ExternalId </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Username or user login name that uniquely identifies the user in the telephony system.</p> <p style="margin-bottom:0;">For Amazon Connect, use the service rep's ARN. <span class="doc_external_link"><a href="https://docs.aws.amazon.com/connect/latest/adminguide/find-instance-arn.html" target="_blank">Find your Amazon Connect instance ID/ARN</a></span>.</p> </td> </tr> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">ReferenceRecordId </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Salesforce user ID that uniquely identifies the user in Salesforce. </p> <p style="margin-bottom:0;">This value is the 18-digit user ID. For details, see <a href="https://help.salesforce.com/s/articleView?id=000385066&type=1&language=en_US" target="_blank">Convert a 15-character Id to an 18-character Id</a>.</p> </td> </tr> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">CallCenterId </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Call center ID as defined in Salesforce. </p> <p style="margin-bottom:0;">To get the Salesforce contact center ID for the users in a contact center, in Setup, search for Contact Center, click <strong class="uicontrol">Amazon Contact Centers</strong>, and select the contact center name. Get the 18-character ID from the URL—it’s after <code>/ServiceVoiceContactCenters/</code> in the URL. </p> </td> </tr> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">DeveloperName </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Unique developer name for the CallCenterRoutingMap object. Use this format for the developer name: <code>User_[SalesforceUserId]_[SalesforceContactCenterId]</code>. </p> <p>DeveloperName is a combination of three values:</p> <ul> <li>User_ — User with an underscore(_)</li> <li>User ID — 15-digit Salesforce user ID converted to 18-digit ID</li> <li>CallCenterId — The Salesforce contact center ID for the users in this contact center</li> </ul> <p style="margin-bottom:0;">For details on how to get the user ID, see <a href="https://help.salesforce.com/s/articleView?id=000381643&type=1&language=en_US" target="_blank">Find the Salesforce ID for a User or Profile</a>.</p> </td> </tr> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 "> <p>QuickConnect </p> <p style="margin-bottom:0;">(Amazon Connect only)</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Unique ID for Amazon Connect quick connect. </p> <p style="margin-bottom:0;">To get this ID, go to the Quick Connect page in your Amazon Connect instance and select the quick connect you want to map. In the URL, copy the ID value, such as: <code>1667231e-41b6-b14a-d65e00cadec1</code>. </p> </td> </tr> <tr class=""> <td data-label="Field Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e99 ">MasterLabel</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50238e102 "> <p>Label for the CallCenterRoutingMap object. </p> <p style="margin-bottom:0;">This value is the 18-digit Salesforce user ID. For details, see <a href="https://help.salesforce.com/s/articleView?id=000385066&type=1&language=en_US" target="_blank">Convert a 15-character Id to an 18-character Id</a>.</p> </td> </tr> </tbody> </table> ## Import the CSV into the CallCenterRoutingMap Salesforce Object To add the user mappings in the CSV file to Salesforce, import the CSV into the CallCenterRoutingMap Salesforce object. You can use your preferred tool to import the CSV, including Salesforce Bulk API and Postman. If you use a REST API tool to load the CSV records, use the POST method on this endpoint: ``` <Salesforce_org_instance>/services/data/v50.0/sobjects/CallCenterRoutingMap/ ``` You must have Edit access on the CallCenterRoutingMap object to add records to it. <!-- document id=0daebb575ca891f710fec30ad5c5601d5ed7ec8d85b93119eb89e62174d6f858 url=/admin/current/en-us/service/264-0-0/voice_map_presence_status.md --> # Map Your Presence Statuses to Amazon Connect Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93112e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93112e72 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> You can map only an existing busy Omni-Channel presence status to an existing custom Amazon Connect agent status. Available Omni-Channel presence statuses are automatically mapped to Amazon Connect agent statuses. You can map a presence status to only one Amazon Connect agent status. 1. From Setup, in the Quick Find box, enter Amazon Contact Centers, and then select **Amazon Contact Centers**. 2. Select the contact center. 3. Under Presence Status Mapping, click **Add**. 4. Select an existing busy Omni-Channel presence status. 5. Specify an existing custom Amazon Connect agent status. - If you added the contact center after the Winter '22 release, select an existing custom Amazon Connect agent status from the list. - If you added the contact center before the Winter '22 release, enter the Amazon ARN for the status. To find the ARN, run the AWS CLI command [list-agent-statuses](https://awscli.amazonaws.com/v2/documentation/api/latest/reference/connect/list-agent-statuses.html). 6. Save your changes. <!-- document id=4fc14fc741fd1807a7e388cd4a7689d812fe3c46bf50e93f8d0b538284fff7cd url=/admin/current/en-us/service/264-0-0/service_map_queues.md --> # Map Your Salesforce Queues to Telephony Provider Queues To route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61937e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61937e75 ">To map telephony provider queues to Salesforce queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61937e75 ">Customize Application or Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> If you haven’t already done so, create queues in Salesforce and in your telephony system before proceeding with this step. 1. In Setup, enter Contact Centers in the Quick Find box, then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony provider. 2. Click the contact center name for which you want to map queues. ![The contact centers appear in the right pane of the Amazon Contact Centers screen.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_contact_centers1.png) 3. Under Queue Mapping, click **Add**. 4. Map the Salesforce queue to the telephony provider’s queue. The Salesforce Queue dropdown shows queues that support the VoiceCall , or MessagingSession or both objects, use a routing configuration with the external routing model, and aren’t already mapped. Each Salesforce queue can be mapped to one external queue. ![The Tier 1 Voice Queue in Salesforce is mapped to the Tech Support Queue in Amazon Connect.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/map_queues.png) 5. Click **Finish**. The mapping appears under the Queue Mapping section in the contact center details page. To edit or delete a mapping, click the dropdown to the right of the queue mapping and select **Edit** or **Delete**. ![The Edit and Remove options appear when you click the dropdown to the right of the queue mapping.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_edit_remove_queue_mapping.png) #### See Also - [Manage External Routing Queues for a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_partner_routing.htm&type=5&language=en_US) <!-- document id=24e95b0a1f96b3c740d304c26d8fac1ff73a2f306ccb7b726365e9a0c78e39fb url=/admin/current/en-us/service/264-0-0/hr_svc_mark_task_as_complete.md --> # Mark Task As Complete Action Marks an employee task as complete in HiBob and creates a case to track the request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d49476e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d49476e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49476e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d49476e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">MarkTaskAsComplete</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Mark Task As Complete</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Task ID, Service Definition ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status, Case Number</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Mark my onboarding task as done." - "I've finished that task. Close it out." - "Complete the task for me." <!-- document id=ec6f860a2e50f9b883a257d543b77eb108ff92c8d003050fef0488b88fd91cb2 url=/admin/current/en-us/service/264-0-0/voice_mask_customer_phone_numbers.md --> # Mask Customer Phone Numbers Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53480e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 ">To view the Partner Telephony Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53480e73 "> <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> After you turn on phone number masking, all phone numbers appear in Omni-Channel views, call recordings, and transcripts as “Masked Number.” The only phone numbers that aren’t masked are ones used in rep-to-rep calls managed by partner telephony providers. 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, depending on your telephony model. 2. Turn on **Mask Phone Numbers**. <!-- document id=760e700c7e0fc2a88f2c5274a6cb9550da1ad7eb1a7c075fadd0605726bf7a21 url=/admin/current/en-us/service/264-0-0/afcc_sv_mask_number.md --> # Mask Number in Outbound Calls Prevent your organization's phone number from being displayed to customers on outbound calls. When you mask the number, call recipients see Private or Anonymous instead of your company's number. Use this to meet privacy regulations and protect the identity of service reps in sensitive roles, such as HR, Legal, or Debt Collections. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d147634e65">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147634e65 ">To set up a trunk:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147634e65 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> When you turn on number masking, all outbound calls from your org won’t display the number. 1. From Setup, use Quick Find to go to **Communication Channels**. 2. In the Numbers tab, search for the 10-digit long code or toll-free number you want to mask. 3. Click the number to open its details. 4. From Outbound Call Settings, turn on **Mask Outbound Number**. <!-- document id=b1e5a824563615f35550be13559e4fe61f615b3847d078df86667f7a68ab4bcc url=/admin/current/en-us/service/264-0-0/mfs_hvb_intro.md --> # Maximize Offline Productivity with High-Volume Briefcase for Field Service Improve data access even with low or no internet connectivity. High-Volume Briefcase supports up to 400,000 records, far surpassing Standard Briefcase capacity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Performance</strong> and <strong>Unlimited</strong> editions</td></tr></tbody></table> ## Prerequisites for a High-Volume Briefcase Turn on [Performance Priming](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_intro.htm&release=264.0.0&type=5 "Learn about the advanced offline capabilities of Performance Priming for the Field Service mobile app.") to use a High-Volume Briefcase. Your org must be on the Winter ‘26 release or later to access Performance Priming in both production and sandbox environments. - **[Limits and Considerations for High-Volume Briefcase](https://help.salesforce.com/s/articleView?id=service.mfs_hvb_limits_considerations.htm&release=264.0.0&type=5)** Note these limits and considerations when working with High-Volume Briefcases for the Field Service mobile app. - **[Create a High-Volume Briefcase for Field Service](https://help.salesforce.com/s/articleView?id=service.mfs_hvb_create.htm&release=264.0.0&type=5)** Create a High-Volume Briefcase by using Briefcase Builder. - **[Learn About Briefcase Types](https://help.salesforce.com/s/articleView?id=service.mfs_hvb_briefcase_types.htm&release=264.0.0&type=5)** The Salesforce Field Service mobile app uses different types of Briefcases to support offline work. This table can help you decide which type of Briefcase is best suited for your business needs. - **[Use Briefcase Builder with Field Service for Offline Work](https://help.salesforce.com/s/articleView?id=service.mfs_offline_briefcase.htm&release=264.0.0&type=5)** Get access to thousands of records offline, even in the most challenging environments. <!-- document id=7ce6e310193e77d98a778e48a907d544e9e33780ebe5cf7ad3d8d8c978adbcbd url=/admin/current/en-us/service/264-0-0/fs_es_insights_default.md --> # Maximize Performance with Scheduling and Optimization Insights (Beta) Get real-time visibility into optimization and scheduling usage, performance, and business outcomes so teams can confidently invest in what drives impact. If you're setting up Scheduling and Optimization Insights with Salesforce Go, start your implementation by understanding the default, out-of-the-box logic that drives scheduling and optimization insights. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Turn On Data Cloud Org for Field Service | Connect Field Service data to your org to bring customer, asset, and service data into one place. This gives your team a complete view of every customer and helps deliver more personalized, efficient service. | | Assign Tableau Next Limited Consumer permission set | Assigns it to the user who turns on Enhanced Scheduling & Optimization (Beta). | - **[Set Up Scheduling and Optimization Insights](https://help.salesforce.com/s/articleView?id=service.fs_es_insights_setup.htm&release=264.0.0&type=5)** Install and configure the Scheduling and Optimization Insights app to get real-time visibility into the usage, performance, and business outcomes of automated scheduling. - **[Start Populating Data for Enhanced Scheduling and Optimization Insights](https://help.salesforce.com/s/articleView?id=service.fs_es_insights_data.htm&release=264.0.0&type=5)** The Start Populating Data toggle in Salesforce Go turns on lifecycle tracking to capture historical service appointment changes in Enhanced Scheduling and Optimization Insights. - **[Using the Enhanced Scheduling and Optimization Dashboard](https://help.salesforce.com/s/articleView?id=service.fs_es_insights_consider.htm&release=264.0.0&type=5)** The Enhanced Scheduling and Optimization (ESO) dashboard provides a comprehensive view of automated scheduling performance, focusing on two key areas: optimization and scheduling. Both dashboards offer intelligent recommendations that help you improve scheduling and overall field service capacity. <!-- document id=8448591df22e1f10fe150b59061128a571126d6e4ab397cd7c9e2d5d3d0d0e42 url=/admin/current/en-us/service/264-0-0/mfs_measure.md --> # Measure Lengths with Augmented Reality on the Field Service Mobile App Mobile workers can use augmented reality to measure between two or more points directly from the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> Instruct your mobile workers to tap the Measure global action and point their camera at the required object. They can then copy the measurement to their clipboard and paste it into the required field. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t want your mobile workers to use the Measure action, contact Salesforce Customer Support to disable the feature. ## Considerations for Using the Measure Action - The action is supported on iPhone 11 and later with LiDAR support. - Measurement accuracy can vary depending on lighting, contrast, and other environmental conditions. - The action measures only straight lines and rectangular shapes. - The measurement is a total of all the captured lines and doesn’t show the length of each line individually. - The unit of measurement is taken from the device’s locale. - For security purposes, after copying the measurement to the clipboard, you can paste the measurement only into a field in the Field Service mobile app. - Mobile workers must grant the app permission to access the device’s camera. <!-- document id=28df5c1585a2c4c1e9dd43bbef42901232d23553df7094433c86ad64e4e5e0ad url=/admin/current/en-us/service/264-0-0/service_insights_intro.md --> # Measure Success with Service Insights Service Insights is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Insights includes Data 360 and Tableau Next. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Service Insights Considerations and Requirements](https://help.salesforce.com/s/articleView?id=service.service_insights_considerations.htm&release=264.0.0&type=5)** Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data. - **[Service Insights Setup](https://help.salesforce.com/s/articleView?id=service.service_insights_setup.htm&release=264.0.0&type=5)** Use the Service Insights page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Insights. - **[Tableau Next App Features by License](https://help.salesforce.com/s/articleView?id=service.service_insights_customize_apps.htm&release=264.0.0&type=5)** Find out which Tableau Next features and analytics app capabilities are available based on your license type. - **[Service Insights Dashboards](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards.htm&release=264.0.0&type=5)** Service Insights dashboards are data-driven solutions that display key contact center performance metrics. <!-- document id=55f7fad1a2b478928badb38d700c24a91eb49e2ccdce3985c1df140451a381bd url=/admin/current/en-us/service/264-0-0/afcc_sv_byoc_media_region.md --> # Media Region Coverage When you configure a trunk, the media region you choose determines which Salesforce Voice Point of Presence (VPOP) your trunk uses. A VPOP is basically the gateway where your call signals and audio pass through Salesforce's network. Select the media region closest to your carrier's infrastructure to reduce delay and improve call quality. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Every VPOP comes with a failover VPOP for reliability. Your calls always go through the main VPOP for your chosen region. If that main VPOP goes down, calls automatically switch to the failover VPOP so your service stays up. When the main VPOP comes back online, calls switch back to it. | Media Region | FQDN | Failover Behavior | | --- | --- | --- | | US West 2/ East 1 - PDX/IAD | byoc.us.salesforce-ccaas.com | Both VPOPs are deployed in an active-active mode and traffic is load balanced between them. If either VPOP goes down, the other VPOP handles the entire traffic. | | EU Central 1/West 2 - FRA/LHR | byoc.fra.salesforce-ccaas.com | Both VPOPs are deployed in Active-Passive mode. FRA is the active VPOP handling all the traffic. If EU Central 1 - FRA goes down, EU West 2 - LHR serves as the standby VPOP. | | EU West 2/Central 1 - LHR/FRA | byoc.lhr.salesforce-ccaas.com | Both VPOPs are deployed in an Active-Passive mode. EU West 2 - LHR is the active VPOP handling all the traffic. If EU West 2 - LHR goes down, EU Central 1 - FRA serves as the standby VPOP. | <!-- document id=1d216a7af945a036d88146379958a36f0ad30edbada53ceb4b2dd7e1935b4c5c url=/admin/current/en-us/service/264-0-0/sp_prod_basics.md --> # Meet Service Assistant Service Assistant is a proactive Agentforce agent that helps service reps resolve cases and messaging sessions faster with record summaries and real-time, step-by-step resolution guidance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&language=en_US&type=5). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). Service Assistant is a proactive AI agent on the case and messaging session record that guides service reps through issue resolution. Instead of digging through company documents and knowledge articles to figure out how to resolve a record, service reps get AI-generated record summaries and step-by-step resolution guidance, known as service plans. Service Assistant surfaces this guidance in the Service Assistant Lightning web component that shows as a panel on the record page. Service Assistant builds the service plan from your company data, so the guidance is fully grounded in multiple sources, such as the record data, subagents and instructions, agent actions, and knowledge articles from Agentforce Data Libraries. With a dynamic plan, Service Assistant monitors the record in real time and adapts the guidance as the record changes. Beyond the service plan, Service Assistant offers optional capabilities, such as Case Catch-Up & Insights and Service Replies, that give service reps more resolution assistance. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png) Get to know Service Assistant before you set it up. The following sections describe the permissions and licenses you need, key terms to know, the features available for each object, the types of service plans, agent capabilities and record processing, and how billing works. See [Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_comps.htm&language=en_US) for reference guidance on all the sources used to ground Service Assistant in your company data. - **[Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&release=264.0.0&type=5)** Specific permissions are required to access and use Service Assistant. - **[Service Assistant Key Terms and Concepts](https://help.salesforce.com/s/articleView?id=service.sp_glossary.htm&release=264.0.0&type=5)** Review key terms and concepts used throughout the documentation. - **[Service Assistant Overview](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&release=264.0.0&type=5)** Learn about Service Assistant, it’s capabilities, and the experiences is to help service reps resolve a case, messaging, voice records. - **[Service Assistant Features Overview](https://help.salesforce.com/s/articleView?id=service.sp_features.htm&release=264.0.0&type=5)** Review the feature overviews as a quick reference to learn what general features Service Assistant supports and the features specific to Service Assistant for Case, Messaging, and Voice. - **[Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5)** Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan. - **[Service Assistant Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing.htm&release=264.0.0&type=5)** Service Assistant is a consumption-based product that uses Flex Credits and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. Consumption also varies depending on the plan type you use and the features you turn on for each plan type. - **[Service Assistant Frequently Asked Questions](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5)** Review frequently asked questions about Service Assistant. - **[General Considerations for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_considerations_general.htm&release=264.0.0&type=5)** Review functionality, grounding, agent, and language considerations for Service Assistant. - **[Operational Considerations for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5)** Review the Adaptive Experience and the operational changes that most affect how you set up and run Service Assistant. <!-- document id=1d4c89bf534c9102bfc529650081f839a5e9ed1c4563053b38c1c20e0f3331a4 url=/admin/current/en-us/service/264-0-0/cases_merge_cases_in_omni_channel.md --> # Merge Cases in Omni-Channel Queues (Beta) Consolidate duplicate records more efficiently. You can merge cases active in Omni-Channel routing as long as a support rep hasn't actively opened. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Merge Unopened Duplicate Cases in Omni-Channel Queues is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer’s sole discretion. 1. From Setup, in the Quick Find box, enter Case Merge, and then select **Case Merge**. 2. Select the **Enable merging of unopened duplicate cases that are currently active in Omni-Channel routing** checkbox. ![The Merge unopened duplicate cases that are currently queued in Omni-Channel (Beta) option in Case Merge setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_omnichannel_case_merge_preference.png) Permitted and Blocked Merges Whether a merge is permitted depends on the current state of the case within the Omni-Channel lifecycle. - **Permitted states**: You can successfully merge cases when the duplicate records are in these states: - **Pending Routing**: A case is assigned to an Omni-Channel queue, but no support reps are currently online or all reps are at capacity. In this state, a Pending Service Routing (PSR) record exists, but no active work has begun. - **Assigned**: A case appears in a support rep's Omni-Channel widget, but the rep hasn’t accepted the work item. - **Blocked states**: Merging is restricted if one or more of the duplicate cases are in an active work state: - **Opened**: Once a support rep clicks the Accept icon, the case is considered in progress. This restriction prevents data conflicts and makes sure that a support rep’s active session isn't interrupted or overwritten by a merge performed by another user. Error Messages If you attempt to merge a case that is currently being worked on, you receive this error: We couldn't merge these cases. One or more of the duplicate cases is currently being worked on." To resolve this error, make sure that the support rep currently assigned to the case closes the tab or releases the work item back to the queue. <!-- document id=8f43a46acb9e8f8134dbba4cadecafcb367e650a007e568c46f45db7ddaebe99 url=/admin/current/en-us/service/264-0-0/cases_merge.md --> # Merge Duplicate Cases in Lightning Experience Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d174231e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To view cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To create cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Create on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To edit cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Edit on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">To delete cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174231e62 ">Delete on cases</td> </tr> </tbody> </table> When you merge cases, you select one case to be the master. You can compare the field values, and select the values that you want to use in the master record. All related lists, feed items, and child records are added to the master. If an admin chooses to delete duplicate cases, the cases are soft deleted and moved to the recycle bin for 15 days. If they choose to keep the duplicate cases, the word “Merged” is appended to the subject in the Highlights panel from the Record Home, so you immediately know that these cases were merged. ## Merge from the Cases List View You can merge duplicate cases from the Cases list view. 1. Go to the Cases list view. 2. Select the cases that you want to merge. You can select up to three cases. 3. Click **Merge Cases**. 4. I the Compare Cases window, select the case that you want to use as the master record. Then select the field values that you want to use for the master record. 5. Click **Next**, then click **Merge**. The cases are merged into a master case and if your current setup is **Delete duplicate cases after merge**, the non-master cases are deleted. ## Merge from the Case Record Home When you merge cases from the Case record home, you can search for cases to merge. 1. Open the case that you want to merge. 2. Open the menu in the highlights panel by clicking the arrow. 3. Click **Merge Cases**. 4. In the Merge Cases window that appears, use the search bar to browse for cases that you want to merge. 5. Select up to three cases to merge. 6. Click **Next**. 7. Select the case that you want to use as the master record. Then select the field values that you want to use for the master record. 8. Click **Next**, then click **Merge**. The cases are merged into a master case and if your current setup is **Delete duplicate cases after merge**, the non-master cases are deleted. ## Merge from Case Related List on Standard Objects You can merge cases from the case related lists of all standard objects. 1. Open any standard object, for example, an account. 2. In the Related list, in the Cases panel select **View All**. 3. Select the cases that you want to merge. You can select up to three cases. 4. Click **Merge Cases**. 5. In the Compare Cases window, select the case that you want to use as the master record. Then select the field values that you want to use for the master record. 6. Click **Next**, then click **Merge**. The cases are merged into a master case and if your current setup is to **Delete duplicate cases after merge**, the non-master cases are deleted. <!-- document id=4cc2220d988d32c01e64570f0e3292647c2a968faee87260aba022046600e54f url=/admin/current/en-us/service/264-0-0/merge_fields_cases.md --> # Merge Fields for Cases The list of available email template merge fields in the Salesforce Merge Language depends on the type of data that you’re working with. Most of the merge fields for cases correspond directly with a case field. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To reference the contact or account associated with a case, use the relevant contact or account merge fields. The available merge fields vary by Salesforce edition. In Lightning Experience, you can insert merge fields as plain text in the email publisher. Keep in mind that merge fields resolve only on preview and send. This table explains the more advanced merge fields that represent values derived from processing a case record. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:30%"> <col style="width:35%"> <col style="width:15%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d160049e70">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d160049e73">Merge Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d160049e76">Description</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d160049e79">Works in Lightning Experience</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Articles as PDFs</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Articles_as_PDFs</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 "> <p>Articles associated with the case converted to PDF attachments.</p> <p style="margin-bottom:0;">In the Emails related list on the case detail page, users can click <strong class="uicontrol">Send an Email</strong> and choose a template containing this merge field. The attachments can be previewed or deleted before the email is sent.</p> </td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">No</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Email Thread</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Email_Thread</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 "> <p>A thread of all emails where the case contact is a sender or recipient (<samp class="parmname">To</samp>, <samp class="parmname">CC</samp>, or <samp class="parmname">BCC</samp>). <span id="merge_fields_cases__email_thread_details"><a name="merge_fields_cases__email_thread_details"><!-- --></a>The emails are listed in reverse chronological order so the most recent emails appear at the top of the thread. The thread inserts the text version of the emails. You can’t use this merge field in Visualforce pages.</span> </p> <p>The limits for the email thread are:</p><a name="merge_fields_cases__email_thread_limit_list"><!-- --></a> <ul id="merge_fields_cases__email_thread_limit_list"> <li>Maximum number of emails: 200</li> <li>Email body truncation size: 32 KB</li> </ul> </td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes<sup>1</sup></td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Last Case Comment</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Last_Case_Comment</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">The description of the most recent comment to be created on a case.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">No</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Solution Attachments</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Solution_Attachments</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">Attachments for the case solution.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">No</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Solution Description</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Solution_Description</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">The details of the solution associated with the case. If more than one solution is associated with the case, the description of each solution appears in a list.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Solution Subject</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Solution_Subject</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">The title of the solution associated with the case. If more than one solution is associated with the case, the title of each solution appears in a list.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Solution Subject and Description</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Solution_Subject_and_​Description</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">The title and details of the solution associated with the case. If more than one solution is associated with the case, the title and description of each solution appears in a list.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Suggested Solutions</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Suggested_Solutions</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 "> <p>Links to the subject and description of each suggested solution that can help customers solve their issues.</p> <p style="margin-bottom:0;">Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended.</p> </td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">No</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Case Thread Id</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Thread_Id</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 "> <p>A unique identifier for the case email thread in Email-to-Case with Ref Id threading. If you are using Ref Id threading, Salesforce recommends that you transition to Lightning threading.</p> <p style="margin-bottom:0;">The thread ID is a unique string, such as [ref:_DV0Txx._500V0U9YB:ref]. By default, it’s added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere.</p> </td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e70 "> <samp class="parmname">Case Thread Token</samp> </td> <td data-label="Merge Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e73 "> <samp class="parmname">Case.Thread_Token</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d160049e76 ">A unique identifier for the case email thread in Email-to-Case with Lightning threading. The thread token is a unique string in the case email, such as [thread::nYPXg5GyOvy0OZjpyhig6zw::]. It can be added to both the subject and body of case emails. In the body, the default location is at the end of the body. Use this merge field to position it elsewhere.</td> <td data-label="Works in Lightning Experience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d160049e79 ">Yes<sup>2</sup></td> </tr> </tbody> </table> ## Notes on Merge Fields for Cases - Email Thread—This merge field works in Lightning Experience when inserted as plain text. However, it doesn’t work in email templates. - Case Thread Token—This merge field is supported in Lightning Experience only. - Merge fields for entitlements on cases—Merge fields for entitlements on cases aren't supported. For example, if you add the Entitlement Name {!Case.Entitlement} merge field to an email template, the field is not populated on the template. - Merge fields for Email-to-Case or On-Demand Email-to-Case—If you have enabled Email-to-Case or On-Demand Email-to-Case, you can create email templates that support reps can use to respond to case emails. These templates can include merge fields that display information from the original email in the response. - Merge fields for Web-to-Case—To reference the name, email, phone, or company of the customer who submitted an online case with Web-to-Case, use the relevant {!Case\_OnlineCustomer...} field. - Recipient merge fields—When using Lightning Experience templates and case automation, this merge field behaves differently than it does with Salesforce Classic templates. External users aren’t supported as recipients, and these users don’t receive emails. <!-- document id=bdd8ba25d597b5ce718bddacf8fe5d17bad0584ee18a5c7ffb082b99a62bda4c url=/admin/current/en-us/service/264-0-0/ideas_merge.md --> # Merge Ideas Merge duplicate ideas together so one idea becomes the parent to one or more child ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24140e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24140e54 ">To merge multiple ideas: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24140e54 ">Edit on ideas</td> </tr> </tbody> </table> As more users contribute to a zone, the number of duplicate ideas often increases. Duplicate ideas make it difficult to measure feedback because votes and comments are spread out over many similar ideas. Note the following about merging ideas. - After you merge ideas they can’t be separated. - All votes belonging to child ideas are transferred to the parent idea. If the same community member votes for two ideas that are eventually merged, only the vote for the parent idea is kept; the vote for the child idea is discarded. - Users can vote for and add comments to only a parent idea. - You can’t merge ideas in separate zones. - Deleting a parent idea automatically deletes all child ideas. Child ideas can’t be deleted individually. - The parent idea doesn’t inherit the status and category values of its child ideas. - When an idea is merged and becomes a child idea, the child idea still appears on the Ideas Submitted page. But it doesn’t appear on any other pages in a zone member's [Recent Activity](https://help.salesforce.com/s/articleView?id=service.ideas_myprofile.htm&release=264.0.0&type=5 "Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. Here’s how to access it."). - Merged ideas don’t appear in the list of submitted ideas on the Idea Themes detail page and aren’t counted in the Submitted Ideas field. - When you merge a child idea, you can no longer edit the Idea Theme field. - A child idea that has been merged is still visible to the user who submitted the idea from the Ideas Submitted list on the user’s Recent Activity page. To locate duplicate ideas and merge them together: 1. On the Ideas tab, click the title of an idea that you want to merge. 2. On the idea's detail page, click **Find Duplicates**. Salesforce searches all the ideas within the zone and displays the five ideas with titles that most closely match the current idea's title. 3. If the Possible Duplicates list doesn’t contain any ideas that you want to merge, enter keywords in the Search for Duplicates field and click **Search**. Salesforce displays a new list of possible duplicate ideas. 4. From the Possible Duplicates list, select the ideas that you want to merge. To view the details of a possible duplicate idea, click the idea's title. Use your browser's back button to return to the search results. 5. Click **Merge with Current Idea**. 6. Select the idea that you want to be the parent idea, and click **Merge**. 7. T to complete the merge, click **OK**. <!-- document id=79171bbb88d4a9a6685776573aca82191a3c88bc897052a69c83a308fb82abbf url=/admin/current/en-us/service/264-0-0/livemessage_agent.md --> # Message with Customers in the Service Console Learn how to interact with customers in standard and enhanced Messaging channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent__d147e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent__d147e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Open Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_open_app.htm&release=264.0.0&type=5)** Access Messaging through the Service Console app that your admin set up. Log into Omni-Channel to start chatting with customers. - **[Accept a Message and Chat with a Customer](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_accept_message.htm&release=264.0.0&type=5)** When a new message arrives in Messaging, it appears in the Omni-Channel utility or sidebar. - **[Send a Message to a Customer](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound.htm&release=264.0.0&type=5)** Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web. - **[Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5)** Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud). - **[Send Links in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_links.htm&release=264.0.0&type=5)** To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it. - **[Translate a Messaging Conversation](https://help.salesforce.com/s/articleView?id=service.service_rep_translate.htm&release=264.0.0&type=5)** Real-Time Translations lets service reps and customers communicate in their preferred language. - **[Send Audio Messages in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_audio_messages.htm&release=264.0.0&type=5)** If a customer is more comfortable with spoken instruction, honor their preference. Record and send audio messages, also called voice messages or voice notes, up to 1 minute long in supported Enhanced Messaging channels. - **[Send Messaging Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_components.htm&release=264.0.0&type=5)** Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions. - **[Transfer a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&release=264.0.0&type=5)** Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor. - **[Add Conferencing to a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_conferencing_session.htm&release=264.0.0&type=5)** Bring additional expertise into a single conversation by adding other reps directly to an active messaging session. Unlike Transfer, which moves the conversation to another rep or queue, Conferencing enables live collaboration in the same session, making it easier to handle complex customer needs without starting over. - **[Inactivate a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_inactivate_session.htm&release=264.0.0&type=5)** When an unresolved conversation has gone idle for a certain period of time, mark it Inactive so that you can accept an incoming messaging session. - **[End a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&release=264.0.0&type=5)** When you’re done helping a customer, end the messaging session from the conversation window or from the Messaging Sessions list view. - **[Messaging Error Codes](https://help.salesforce.com/s/articleView?id=service.messaging_error_codes.htm&release=264.0.0&type=5)** Identify errors that service reps may encounter during standard and enhanced messaging sessions in Agentforce Service (formerly Service Cloud). <!-- document id=38971dd4259c9b770b5acbc12f512a72397b6e370e23760e5d0999ffd6a9b206 url=/admin/current/en-us/service/264-0-0/messaging_channel_default_settings.md --> # Messaging Channels Preview Default Settings When you turn on WhatsApp, Facebook, SMS messaging, or LINE messaging in Salesforce Go, these settings become active. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Go is available in Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Pro Suite</strong>, <strong>Professional</strong>,<strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions with Agentforce Service (formerly Service Cloud)</td></tr></tbody></table> ## Default Settings WhatsApp, Facebook, SMS messaging, and LINE messaging interact with other features, so it's important to understand its effects when enabled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88979e83">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88979e86">What It Does</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88979e89">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e83 ">Turn on Omni-Channel</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e86 ">Enables standard Omni-Channel for Salesforce orgs with standard channels, and Enhanced Omni-Channel for Salesforce orgs without them. </td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e89 "> <p>Required to use enhanced messaging channels. </p> <p style="margin-bottom:0;">Standard Omni-Channel prevents users from using the Omni-Channel sidebar. Instead, users need to use the Omni-Channel utility on the console. </p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e83 ">Turn on Messaging</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e86 ">Enables enhanced messaging.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d88979e89 ">Required to use enahnced messaging channel.</td> </tr> </tbody> </table> #### See Also - [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) <!-- document id=cd902533a33af7f3381f23f0a570a263cc900f1c612d6cde25c2b8f74e7fd5f3 url=/admin/current/en-us/service/264-0-0/messaging_component_formats.md --> # Messaging Component Types and Formats With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_component_formats__d302e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_component_formats__d302e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> A messaging component’s appearance in a messaging session varies depending on three things. - The type of channel where it’s used—for example, an enhanced Facebook Messenger channel versus an enhanced WhatsApp channel. - The formats that you select when you create the component. You can add and customize one or more formats to control how a component appears to customers. Some formats are available only in certain channels or look different depending on the channel. If you don’t add any formats or your selected formats aren’t available, your component appears in the default text-only format. - The capabilities of the device that the customer is using to exchange messages. For example, in Apple Messages for Business channels, the Quick Replies format isn't supported in some older iOS versions, and the Form format isn't supported in the Messages app on Mac computers. ## Messaging Component Types <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:30%"> <col style="width:30%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e126">Component Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e129">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e132">Supported Channel Types and Formats</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e135">Setup</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Enhanced link</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Web page link that includes an image and custom link text.</p> <p style="margin-bottom:0;">Ideal for: Sharing frequently visited web pages, such as your company’s home page or a product profile.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Rich Link, Text</p> <p>Enhanced WhatsApp: Text</p> <p>Enhanced Facebook Messenger: Media, Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Rich Link, Text</p> <p>Enhanced LINE: Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Rich Link, Media, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Basic (under 5 minutes).</td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Question with static options</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Question with a list of predefined clickable choices.</p> <p style="margin-bottom:0;">Ideal for: Standardizing common introductory questions, such as the reason for a customer’s inquiry.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Card Carousel, Buttons, Quick Replies, Text</p> <p>Enhanced WhatsApp: Buttons, List Selector, Text</p> <p>Enhanced Facebook Messenger: Buttons, Card Carousel, Quick Replies, Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: List Selector, Quick Replies, Text</p> <p>Enhanced LINE: Card Carousel, Buttons, Quick Replies, Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Card Carousel, Buttons, List Selector, Quick Replies, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Intermediate (about 10 minutes).</td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Question with dynamic options</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Question with a list of customer-specific records.</p> <p style="margin-bottom:0;">Ideal for: Identifying the record that the customer is asking about. For example, ask customers to choose from a list of their recent orders or cases.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Card Carousel, Buttons, Quick Replies, Text</p> <p>Enhanced WhatsApp: Buttons, List Selector, Text</p> <p>Enhanced Facebook Messenger: Buttons, Card Carousel, Quick Replies, Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: List Selector, Quick Replies, Text</p> <p>Enhanced LINE: Card Carousel, Buttons, Quick Replies, Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Card Carousel, Buttons, List Selector, Quick Replies, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 "> <p>Advanced (30 or more minutes).</p> <p style="margin-bottom:0;">Requires flows.</p> </td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Time selector</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Prompt with a list of open time slots.</p> <p style="margin-bottom:0;">Ideal for: Scheduling appointments. For example, ask customers to select a time for a service visit or delivery.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Buttons, Quick Replies, Text</p> <p>Enhanced WhatsApp: Buttons, List Selector, Text</p> <p>Enhanced Facebook Messenger: Buttons, Quick Replies, Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Time Selector, Quick Replies, Text</p> <p>Enhanced LINE: Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Buttons, Time Selector, Quick Replies, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 "> <p>Advanced (30 or more minutes).</p> <p style="margin-bottom:0;">Requires flows and Apex.</p> </td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Auto-response</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Text or web page link that’s sent automatically in specific scenarios.</p> <p style="margin-bottom:0;">Ideal for: Sending personalized greetings and goodbyes.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Web Page, Text</p> <p>Enhanced WhatsApp: Web Page, Text</p> <p>Enhanced Facebook Messenger: Web Page, Text</p> <p>Enhanced SMS: Web Page, Text</p> <p>Enhanced LINE: Web Page, Text</p> <p>Enhanced Apple Messages for Business: Web Page, Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Web Page, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Intermediate (about 10 minutes).</td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Form</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>List of secure fields for customers to complete.</p> <p style="margin-bottom:0;">Ideal for: Generating records from customer responses, such as contacts or work orders.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Form, Text</p> <p>Enhanced WhatsApp: Flow, Text</p> <p>Enhanced Facebook Messenger: Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Form, Text</p> <p>Enhanced LINE: Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Form, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Intermediate (about 10 minutes).</td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Notification</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Informational message, such as a delivery update.</p> <p style="margin-bottom:0;">Ideal for: Notifying customers about case or order updates.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced In-App Chat: Rich Link, Text</p> <p>Enhanced WhatsApp: External Template, Text</p> <p>Enhanced Facebook Messenger: Text, Media</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Rich Link, Text</p> <p>Enhanced LINE: Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: Rich Link, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Advanced (30 or more minutes).</td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Authentication</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Screen where customers enter login credentials for an authentication service such as Google.</p> <p style="margin-bottom:0;">Ideal for: Verifying a customer’s identity.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Text</p> <p>Enhanced WhatsApp: Text</p> <p>Enhanced Facebook Messenger: Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Authentication, Text</p> <p style="margin-bottom:0;">Enhanced LINE: Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 "> <p>Advanced (30 or more minutes).</p> <p style="margin-bottom:0;">Requires Apex.</p> </td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Payment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>Request to complete a payment using Apple Pay.</p> <p style="margin-bottom:0;">Ideal for: Gathering payments during Apple Messages for Business messaging sessions.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Text</p> <p>Enhanced WhatsApp: Text</p> <p>Enhanced Facebook Messenger: Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: Payment, Text</p> <p style="margin-bottom:0;">Enhanced LINE: Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 "> <p>Advanced (30 or more minutes).</p> <p style="margin-bottom:0;">Requires flows and Apex.</p> </td> </tr> <tr class=""> <td data-label="Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e126 ">Custom</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e129 "> <p>External app embedded in a messaging session.</p> <p style="margin-bottom:0;">Ideal for: Sharing an app with customers, such as your own mobile app.</p> </td> <td data-label="Supported Channel Types and Formats" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e132 "> <p>Enhanced Chat: Text</p> <p>Enhanced WhatsApp: Text</p> <p>Enhanced Facebook Messenger: Text</p> <p>Enhanced SMS: Text</p> <p>Enhanced Apple Messages for Business: External Application, Text</p> <p>Enhanced LINE: Text</p> <p style="margin-bottom:0;">Bring Your Own Channel: External Application, Text</p> </td> <td data-label="Setup" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e135 ">Intermediate (about 10 minutes).</td> </tr> </tbody> </table> If you add multiple formats to a messaging component, Salesforce uses the most suitable format while trying to respect your priority order. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Create a question with options component with five options. Add the Buttons and Quick Replies formats, with Buttons as the highest-priority format. In a Facebook Messenger conversation, the component appears in the Quick Replies format because the Buttons format supports only three options. If the component includes only three options, the higher-priority format is used. ![Messaging component builder, with the Component Formats section of a component's settings highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_formats.png) ## Messaging Component Formats You can add the following formats to messaging components. The Text format is added by default. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e475">Format</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e478">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d99443e481">Appearance</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Authentication</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Authentication components</li> <li>Supported in: Enhanced Apple Messages for Business</li> <li>Displays a link for the customer to log into an authentication provider to verify their identity.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_comp_auth.png" alt="Authentication format"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Buttons</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Question with options components, time selector components</li> <li>Supported in: Enhanced Chat, enhanced WhatsApp, enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel</li> <li>Displays a text prompt and clickable button options. Enhanced WhatsApp and enhanced Facebook Messenger channels support up to 3 options, and LINE supports 4 options. Buttons can appear horizontally or vertically depending on the channel type and word length.</li> </ul> <p style="margin-bottom:0;">For components sent by service reps or bots in enhanced WhatsApp channels, if a list option is over 24 characters, the option text is truncated in the Buttons format.</p> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_buttons.png" alt="Buttons format"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Card Carousel</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Question with options components</li> <li>Supported in: Enhanced Chat, enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel</li> <li>Displays a text prompt and up to 10 clickable option cards (in Enhanced Facebook Messenger) or up to 5 clickable option cards (in Enhanced Chat), each with an image and text label.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_card_carousel.png" alt="Cars carousel format"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">External Application</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Custom components</li> <li>Supported in: Enhanced Apple Messages for Business, Bring Your Own Channel</li> <li>Displays a link to an external application or iOS extension.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_externalapp.png" alt="External application"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">External Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Notification components</li> <li>Supported in: Enhanced WhatsApp</li> <li>Displays a template message that was created and approved in WhatsApp Business Manager. Templates can contain interactive buttons to copy code, configurable buttons for static or dynamic URL, interactive reply buttons, or footers. <p>When adding a document or video in the template header, use the <samp class="parmname">RecordId</samp> parameter and <samp class="parmname">ContentAsset</samp> object type. </p> </li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 ">No image available.</td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Form</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Form components</li> <li>Supported in: Enhanced Chat, enhanced Apple Messages for Business, Bring Your Own Channel</li> <li>Displays a list of fields for customers to complete.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/form_miaw.png" alt="Form screen in an Enhanced Chat session"></span> <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form.png" alt="Form in Apple Messages for Business"></span> </td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 "><a href="https://help.salesforce.com/s/articleView?id=service.whatsapp_flows.htm&language=en_US" target="_blank">Flow</a></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Form components</li> <li>Supported in: Enhanced WhatsApp channels</li> <li>Use rich, customizable fields to guide customers through a structured business interaction.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><a name="messaging_component_formats__image_dc2_c5r_1fc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_component_formats__image_dc2_c5r_1fc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/WA_flow.png" alt="WhatsApp Flow"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">List Selector</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Question with options components, time selector components</li> <li>Supported in: Enhanced WhatsApp, enhanced Apple Messages for Business, Bring Your Own Channel</li> <li>Displays a clickable text prompt that leads to a vertical list of up to 10 clickable options.</li> <li>Displays option labels and their descriptions. Supported only in Messaging for WhatsApp and Apple Messages for Business.</li> </ul> <p>These limits apply to components sent by service reps or bots in enhanced WhatsApp channels:</p> <ul> <li>If the question or title of a component is over 20 characters, the List Selector format can’t be used and the component appears in the next available format—usually, the Text format.</li> <li>If a list option is over 24 characters, the option text is truncated in the List Selector format.</li> <li>If the option description is over 72 characters, the text is truncated in the List Selector format.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_list_selector.png" alt="List selector"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Media</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Enhanced link components</li> <li>Supported in: Enhanced Facebook Messenger, Bring Your Own Channel</li> <li>Displays a link name and image.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_media.png" alt="Media format"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Payment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Payment components</li> <li>Supported in: Enhanced Apple Messages for Business</li> <li>Displays a link for the customer to make a payment using Apple Pay.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment.png" alt="Payment"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Quick Replies</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Question with options components, time selector components</li> <li>Supported in: Enhanced Chat, enhanced Facebook Messenger, enhanced Apple Messages for Business, enhanced LINE, Bring Your Own Channel</li> <li>Displays a text prompt and clickable button options. Enhanced Facebook Messenger channels support up to 13 options. Buttons can appear horizontally or vertically depending on the channel type and word length.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_quick_replies.png" alt="Quick replies format"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Rich Link</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Enhanced link components, notification components</li> <li>Supported in: Enhanced Chat, enhanced Apple Messages for Business, Bring Your Own Channel</li> <li>Displays a link name and image.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_rich_link.png" alt="Auto response"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Text</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: All types of components</li> <li>Supported in: All types of channels</li> <li>Displays a customizable plain text version of a messaging component. The Text format is the default format for messaging components, and is used if the formats added to the component aren’t available or supported in a channel. The Text format of a messaging component is automatically added when you create the component, and uses formula templates to display the same text as other formats. For an SMS channel, the text can’t exceed 912 bytes.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "> <p>Here’s what the auto-generated Text format of a question with static options looks like in the Messaging Component Builder. <span style="vertical-align:text-bottom;display:inline-block;"><img style="width:200px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_text_format.png" alt="Text format of a messaging component"></span>When the component is sent in text format, customers see the question and options that you provided when you created the component:</p> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Where are you located? Select an option: California Arizona Nevada New Mexico Somewhere else</code></pre> </td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Time Selector</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Time Selector components</li> <li>Supported in: Enhanced Apple Messages for Business, Bring Your Own Channel</li> <li>Displays a prompt and a list of clickable time slots.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_timesel.png" alt="Time selector"></span></td> </tr> <tr class=""> <td data-label="Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e475 ">Web Page</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e478 "> <ul> <li>Used for: Auto-response components</li> <li>Supported in: Enhanced Chat, Bring Your Own Channel</li> <li>Displays a link name and URL.</li> </ul> </td> <td data-label="Appearance" class="slds-cell-wrap" style="vertical-align:top;" headers="d99443e481 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:250px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_auto_response_customer.png" alt="Web page format"></span></td> </tr> </tbody> </table> #### See Also - [Supported Functions in Messaging Component Formulas](https://help.salesforce.com/s/articleView?id=service.messaging_components_formula_functions.htm&release=264.0.0&type=5 "Before you customize components in the Messaging Component Builder, review which functions are and aren’t supported.") - [_Facebook Documentation:_ Quick Replies](https://developers.facebook.com/docs/messenger-platform/send-messages/quick-replies) - [_Facebook Documentation:_ Buttons](https://developers.facebook.com/docs/messenger-platform/send-messages/buttons) - [_Facebook Documentation:_ Generic Template (Carousel)](https://developers.facebook.com/docs/messenger-platform/send-messages/template/generic) - [_Facebook Documentation:_ Media Template](https://developers.facebook.com/docs/messenger-platform/send-messages/template/media) - [_WhatsApp Documentation:_ Interactive Object](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/messages#interactive-object) - [_Apple Documentation:_ Interactive Message Types](https://register.apple.com/resources/messages/msp-rest-api/type-interactive#interactive-message-types) <!-- document id=b960ca922b525f790a46e59fc9f74196e6ca82f60b9b12bd76b6c443f08cd10b url=/admin/current/en-us/service/264-0-0/messaging_error_codes.md --> # Messaging Error Codes Identify errors that service reps may encounter during standard and enhanced messaging sessions in Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_error_codes__d181e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_error_codes__d181e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> When something goes wrong in the middle of a conversation with a customer, you receive a message that identifies the errors with codes. Verify the meaning of messaging error codes you receive. There are four categories of errors, which are differentiated by their starting number. ## 0xxx Errors Error codes starting with 0 (0xxx) indicate that a problem occurred when communicating with the third-party messaging provider, such as WhatsApp, or the messaging service carrier. | Error | Message | | --- | --- | | 0001 | Can't contact the messaging service right now. Try again later. | | 0002 | Can't contact the messaging service right now. Try again later. | | 0003 | Can't contact the messaging service right now. Ask your admin to check the channel settings. | | 0004 | Can’t send your message because it’s outside of the response time frame. If it’s supported, send a template-based messaging component. Otherwise, wait until the user contacts you again. | | 0005 | Can’t send this message because you reached your rate limits for this messaging service. Try again later. | | 0006 | Can’t send this message because another app is controlling the messaging session. | | 0007 | Can’t send this message because your organization violated the messaging service’s policies. Ask your Salesforce admin for help. | | 0008 | Can’t send this message. Try sending the information in a different format. | ## 1xxx Errors Error codes starting with 1 (1xxx) indicate a problem with the source address. | Error | Message | | --- | --- | | 1001 | Can't send messages from this channel. Ask your admin to check the channel settings and contact Salesforce Customer Support. | | 1002 | Can't send messages from this channel. Ask your admin to check the channel settings and contact Salesforce Customer Support. | | 1003 | Can't send messages from this channel because the channel’s phone number isn’t verified. Ask your Salesforce admin to verify the number. [Learn More](https://help.salesforce.com/s/articleView?id=000391894&type=1&language=en_US) | | 1004 | Can’t send messages from this channel because the channel’s phone number is blocked. Ask your Salesforce admin to contact Salesforce Customer Support. | | 1005 | Can’t send messages from this channel because you exceeded your outbound message limit or don’t have the license required to send messages. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help. | ## 2xxx Errors Error codes starting with 2 (2xxx) indicate a problem with the destination address. | Error | Message | | --- | --- | | 2001 | Can't send messages to this number. Make sure that the contact information is correct and try again. | | 2002 | Can't send messages to this recipient because they blocked you. | | 2003 | Can’t send messages to this recipient. This may be due to an issue with the recipient’s phone number or app version. | | 2004 | Messages to this recipient are getting blocked by their carrier. Try contacting them another way. | | 2005 | Can’t send messages to this recipient because they haven’t opted in to communication in this channel. | | 2006 | Can’t send this message because the recipient hasn’t subscribed to this type of content. | | 2007 | Can’t send messages because we can’t verify that all of the recipients opted into communication. | | 2008 | Message took too long to send. Try sending again, and if the issue continues, ask your Salesforce admin to check the timeout limit set in the API. | | 2009 | Can’t send messages to this number. It may no longer be in service, or may be saved in the wrong format. Verify that it uses the e164 format: +12345678901. | | 2010 | Can’t send messages to this number because it was deactivated or suspended. | | 2011 | Can’t send messages to numbers with this country code. | | 2012 | Can’t send messages to this number because a messaging user with the same number already exists. Check your messaging user records for duplicates. | | 2013 | Can’t send this message because the messaging end user is engaged in an open messaging session. Try again later. | | 2014 | Can’t send messages to this recipient. The user either deleted their account or restricted messages to friends only. | ## 3xxx Errors Error codes starting with 3 (3xxx) indicate a problem with the message being sent. | Error | Message | | --- | --- | | 3001 | Can't send this message because it contains invalid content. Try rewriting it. | | 3002 | Can't send attached files because the file types aren't supported. | | 3003 | Can't send this message because the message body is flagged as spam. | | 3004 | Can't send this message because the message body or consolidated bot response is too large. Try shortening the message. | | 3005 | Can't send this message because the attachment is too large. | | 3006 | Too many attachments. Try sending your attachments separately. | | 3007 | The message's intent is invalid. | | 3008 | This messaging component’s associated message template isn’t available for this language and locale. Try sending a different messaging component. | | 3009 | This messaging component and its associated message template contains different numbers of parameters. Ask your Salesforce admin to check the component settings. | | 3010 | Can't send this message because it contains invalid content. Try rewriting it. | | 3011 | You have too many message templates. Ask your admin to check your templates in WhatsApp Business Manager. | | 3012 | This messaging component’s associated message template isn’t available for this language and locale, or the message template isn’t yet approved. Try sending a different messaging component. | | 3013 | This messaging component exceeds the text length limit. Ask your Salesforce admin to update the associated message template in WhatsApp Business Manager or verify that the component’s parameters don’t add too much text to the message. | | 3014 | The message template that’s associated with this messaging component may violate WhatsApp policies. Ask your Salesforce admin to check the template in WhatsApp Business Manager. | | 3015 | Something’s wrong with this messaging component’s parameters. Ask your Salesforce admin to check the component settings in Setup. | | 3016 | The message template associated with this messaging component was disabled because of quality concerns. Try sending a different messaging component. | | 3017 | The message template associated with this messaging component is paused because of quality concerns. Ask your Salesforce admin to check the template in WhatsApp Business Manager. | | 3018 | Can’t send this message because it contains an unsupported merge field. Try editing or removing the merge field. | ## Other Errors | Error | Message | | --- | --- | | 9999 | Can’t send this message right now. If this happens again, ask your Salesforce admin to contact Salesforce Customer Support. | <!-- document id=a791fa23b1967a8d4d771192ce707d8142c8cf000489db80e7ccc54611c57329 url=/admin/current/en-us/service/264-0-0/livemessage_limitations.md --> # Messaging Limits and Considerations Before you get started with Messaging, review key limits and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_limitations__d548e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_limitations__d548e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115501e83">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115501e86">Value</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Maximum number of Messaging channels*</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 ">2,000</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Maximum simultaneous active messaging sessions*</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 "> <ul> <li>Standard Messaging: No limit</li> <li>Enhanced Messaging and Enhanced Chat: 11,000</li> <li>If fewer than 11,000 inbound messaging sessions are active, up to 4,000 of the unused sessions can be outbound or automated outbound sessions. If 11,000 inbound sessions are active, outbound and automated outbound sessions can't occur until space is freed.</li> <li>An outbound session is converted to an active session and counted against the active session limit only if the end user responds within 5 minutes.</li> <li>If a user doesn’t respond to an outbound message within 5 minutes, the session isn’t counted against the active session limit. </li> <li>An outbound session always counts against the active session limit and the outbound session limit. When an outbound session is converted to an active session, it no longer counts against the outbound session limit.</li> <li>After 30 minutes without activity, an active session stops counting against the active session limit, but the session status doesn't change. If a message is sent in the session after 30 minutes of inactivity, the session once again counts against the active session limit.</li> </ul> <p style="margin-bottom:0;">If you send a message after reaching your limit, the channel retries a few times.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Maximum messages or messaging sessions per second*</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 "> <ul> <li>Standard Messaging for Salesforce Classic: 2 messages per second</li> <li>Standard Messaging for Lightning Experience: 12 new messaging sessions per second, and up to 150 messages per second thereafter</li> <li>Enhanced Messaging and Enhanced Chat: 50 new messaging sessions per second, and up to 1,000 messages per second thereafter</li> </ul> <p style="margin-bottom:0;">If limits are reached and a message can’t be sent, Salesforce retries sending it for 24 hours. The delay typically doesn’t exceed 10 minutes.</p> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Maximum length of outbound messages</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 "> <ul> <li>SMS short codes: 160 characters</li> <li>SMS long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters</li> <li>WhatsApp: 4,096 characters</li> <li>Facebook Messenger: 2,000 characters</li> <li>Apple Messages for Business: 50,000 characters</li> <li>LINE: 5,000 characters</li> <li>Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS: We recommend that partners configure a custom field with a Data Type of Long Text Area in your custom platform event, which allows 32,768 characters. </li> </ul> </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Enhanced messaging session expiration</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 ">A service rep's enhanced messaging session expires 10 seconds after they close the Service Console, or refresh the page and don’t select a login option. In standard Omni-Channel, the session expires 30 seconds after the last poll.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e83 ">Maximum number of service reps who can join conferencing</td> <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d115501e86 "> <ul> <li>Enhanced Chat: 5</li> <li>Enhanced Messaging Channels: 2</li> </ul> </td> </tr> </tbody> </table> \* These limits apply collectively to all of your channels in your org. For example, Messaging allows up to 50 new messaging sessions per second in your enhanced Messaging channels and Enhanced Chat channels combined. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Messaging session timestamps appear in the viewer’s device time zone. You can’t change this setting. ## Channel-Specific Considerations Review limits and considerations for specific Messaging channels and features. - [Considerations for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&type=5&language=en_US) - [Considerations for WhatsApp Channels](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_considerations.htm&release=264.0.0&type=5 "WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud).") - [Considerations for Facebook Messenger](https://help.salesforce.com/s/articleView?id=service.messaging_facebook_considerations.htm&release=264.0.0&type=5 "Review these considerations before creating a Facebook Messenger channel in Agentforce Service (formerly Service Cloud).") - [Considerations for Apple Messages for Business](https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5 "With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).") - [Considerations for LINE Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5 "LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).") - [Considerations for Long Code Channels](https://help.salesforce.com/s/articleView?id=service.messaging_text_message_considerations.htm&release=264.0.0&type=5 "Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number.") - [Considerations for Short Codes](https://help.salesforce.com/s/articleView?id=service.messaging_short_code_considerations.htm&release=264.0.0&type=5 "When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada. ") - [Considerations for Broadcast SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_considerations.htm&release=264.0.0&type=5 "Review considerations and tips regarding Broadcast Messaging for standard SMS channels.") - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&release=264.0.0&type=5 "Before creating messaging components for service reps to send in messaging sessions, review important considerations.") - [Considerations and Limitations for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5 "Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.") - **[Messaging Channels Preview Default Settings](https://help.salesforce.com/s/articleView?id=service.messaging_channel_default_settings.htm&release=264.0.0&type=5)** When you turn on WhatsApp, Facebook, SMS messaging, or LINE messaging in Salesforce Go, these settings become active. #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5 "Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).") <!-- document id=f04275541297d3c3cc26b7d718624f9678371d4d9dfe36c357372d59f4e41b51 url=/admin/current/en-us/service/264-0-0/voice_messaging_queue_sync.md --> # Messaging Queue Support for Amazon Connect Contact Center Groups When you add or remove queues from a contact center group, Salesforce automatically updates the associated Amazon Connect routing profile with the correct Voice, Chat, or both channels based on the queue’s supported objects. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## Supported Queue Types When you set up queues for your Amazon Connect contact center, each queue can handle one or more channel types based on the objects assigned to the queue. | Queue Type | Supported Objects | Amazon Connect Channels | | --- | --- | --- | | Voice Only | VoiceCall | Voice | | Messaging Only | MessagingSession | Chat | | Mixed (Voice and Messaging) | VoiceCall, MessagingSession | Voice, Chat | ## How Channel Synchronization Works When queue management is enabled, Salesforce automatically synchronizes the correct channel settings with Amazon Connect routing profiles. You don’t have to update routing profiles manually in Amazon Connect. - Adding a queue to a contact center group: Salesforce reads the queue’s supported objects and updates the associated Amazon Connect routing profile with all correct channels enabled. For example, if the queue supports both VoiceCall and MessagingSession, both Voice and Chat channels are enabled on the routing profile. - Removing a queue from a contact center group: Salesforce removes all channel mappings for that queue from the routing profile. If the removed queue was the only source of a particular channel (for example, Chat), that channel is removed from the routing profile. Changes synchronize one way, from Salesforce to Amazon Connect. Changes made directly in Amazon Connect aren’t pushed back to Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Don’t modify the supported objects (VoiceCall or MessagingSession) on a queue while it’s assigned to a contact center group. Changing the supported objects directly can cause incorrect channel mappings in the associated Amazon Connect routing profile. To update a queue’s supported objects, first remove the queue from the contact center group, make the changes, and then add the queue back. ## Import Flow for Messaging Queues The import maps all queue types from Amazon Connect into Salesforce, including Messaging Only and Mixed queues. During import, Salesforce associates the appropriate supported objects (VoiceCall, MessagingSession, or both) with each queue based on the Amazon Connect routing profile’s channel configuration. The import processes routing profiles in batches of 10 to comply with Amazon Connect’s API rate limits. When the import is complete, you receive an email notification. These are the requirements to use import flow for messaging queues: - Enable queue management in your Amazon Setup settings. - Use contact center version 22.0 or later for messaging queue support. ## Maximum Concurrent Chats For contact center groups that support both voice and messaging, you can configure the maximum number of chat sessions a rep can handle simultaneously. This setting appears in the contact center group details and applies to all reps assigned to the group. - The valid range is from 1 through 10 concurrent chat sessions per rep. - Voice capacity is always 1 and can’t be changed. Reps can handle only one voice call at a time, regardless of this setting. - The maximum concurrent chats value syncs with the corresponding Amazon Connect routing profile’s chat concurrency setting. ## Considerations - You can associate up to 10 queues with a contact center group. - Mixed queues route both voice calls and messaging sessions through the same queue. Configure the maximum concurrent chats setting for each contact center group to control how many chat sessions reps in that group can handle at the same time. - The import batches 10 routing profiles per request. Larger contact centers with many routing profiles take longer to import. - After import, check whether the supported objects on each queue match the expected channel configuration. - **[Import Messaging and Mixed Queues from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_import_mes_mix_queue.htm&release=264.0.0&type=5)** Import Amazon Connect queues that handle messaging, voice, or both into your Salesforce contact center. The import creates contact center queues with the correct supported objects based on each routing profile’s channel configuration. <!-- document id=d945ae5fd3c2a5dad6bf33ae8a8e4e7f98723c089b13b48ad4aa9ec4b095ebf0 url=/admin/current/en-us/service/264-0-0/livemessage_messaging_user_fields.md --> # Messaging User Fields Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_messaging_user_fields__d789e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_messaging_user_fields__d789e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58301e78">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58301e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Contact</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">Contact record that’s linked to the messaging user record.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">Account record that’s linked to the messaging user record.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">External ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 "> <p>The messaging user’s contact information:</p> <ul> <li>(SMS and LINE channels) The messaging user’s phone number</li> <li>(Facebook Messenger channels) The messaging user’s Facebook name</li> <li>(WhatsApp channels) The phone number associated with the messaging user’s WhatsApp account</li> <li>(Apple Messages for Business channels) An opaque ID generated by Apple which is unique to the relationship between the user’s Apple ID and your business’s Business ID</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Locale</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">The locale of the messaging user.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Messaging Channel</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">The channel that the messaging user sent the message to.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Messaging Platform Key</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">The phone number, Facebook page ID, Apple Messages identifier, or web or mobile app identifier associated with the messaging user.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Message Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 "> <p>Indicates the types of messages sent: </p> <ul> <li><kbd>Text</kbd></li> <li><kbd>WhatsApp</kbd></li> <li><kbd>Facebook</kbd></li> <li><kbd>LINE</kbd></li> <li><kbd>Apple Messages for Business</kbd></li> <li><kbd>Embedded Messaging</kbd> (shown for Enhanced Chat channels)</li> <li><kbd>Custom</kbd> (shown for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS) </li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Messaging User Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 ">The name of the messaging user. Because this field is editable, we don’t recommend referencing it in automation. Instead, use the Messaging Platform Key.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Messaging Consent Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 "> <p>Indicates whether the messaging user gave implicit, explicit, or double consent. If the messaging user revokes their consent, the status is set to <strong class="uicontrol">Opt-Out</strong>. </p> <p style="margin-bottom:0;">A messaging user engages over a channel and gives implicit consent. The messaging user must take an extra step to give explicit or double consent over a channel. In short code or enhanced Facebook Messenger channels, messaging users can use a keyword to give consent. Usually, messaging users give consent outside of Messaging.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e78 ">Profile Picture URL</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58301e81 "> <p>The URL of the messaging user’s profile picture.</p> <p style="margin-bottom:0;">You can see profile pictures only for messaging users that use HTTPS URLs. Chrome and Firefox no longer support mixed content downloads.</p> </td> </tr> </tbody> </table> #### See Also - [Object Reference: MessagingEndUser](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") <!-- document id=d6cb7238dd4d8485444a0fd33d52873aadaa2a1ffee4b390e6e172b1e9d315eb url=/admin/current/en-us/service/264-0-0/messaging_videos.md --> # Messaging Video Demos For in-depth walkthroughs of upgrading standard messaging channels to enhanced channels or migrating from legacy to enhanced Chat, watch our video demos. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_videos__image_lkc_rgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_videos__image_lkc_rgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, Messaging for Web, standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, and standard and enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Enhanced Chat ## Enhanced Messaging #### See Also - [_Trailhead_: Upgrading to Enhanced Messaging](https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging) - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) <!-- document id=bb67e2f16cd28e73fd4d84df56356f93d999644ed51342bc00cd42b1cbbc7a6e url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_parent.md --> # Microsoft Teams for IT Services Integrate Microsoft Teams with Agentforce IT Service to create an AI-powered collaborative workspace for your IT employees and support teams. Employees request services, report issues, and receive real-time notifications, while managers accelerate fulfillment through streamlined approvals. IT teams manage tickets, get AI assistance, visualize infrastructure dependencies through CMDB data, and collaborate in swarms all without leaving Teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Fulfiller Hub on MS Teams](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_msteams_fulfiller.png) - **[Set Up Microsoft Teams For IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&release=264.0.0&type=5)** Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps. - **[Work with Microsoft Teams for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_msteams_for_itsrvcs_parent.htm&release=264.0.0&type=5)** Empower your IT team and employees to work smarter and faster within Microsoft Teams. Bring your IT services and workflows into your primary collaboration tool. This integration simplifies service processes, reduces context switching, and provides a single source of truth for your IT operations. <!-- document id=4250fa284c983117319ac90aaffe8fe1abbd6c89f50a19da46441f80e947544d url=/admin/current/en-us/service/264-0-0/knowledge_migration_tool_SAT.md --> # Migrate a Single Article Type You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool in orgs with a single article type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d141101e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141101e58 ">To use the Lightning Knowledge Migration Tool:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141101e58 "> <p>Customize Application</p> <p>AND</p> <p>Knowledge User</p> <p>AND</p> <p style="margin-bottom:0;">Manage Knowledge</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This procedure applies to both sandbox and production migrations. To enable the Lightning Knowledge Migration Tool in your production org, log a request with Salesforce Support. Allow 1–2 weeks advance notice from your target migration date. Before we can enable the tool in production, our support team asks a series of questions about your migration plan and the results of your sandbox test. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning Make sure that no changes are made to any Knowledge content during migration. All revised data is lost or damaged. User and API activity, such as Apex triggers and jobs, can stop migration or lead to corrupted data in some articles and files. 1. Switch to Lightning Experience. 2. From Setup, enter lightning knowledge in the Quick Find box, then select **Lightning Knowledge Migration Tool**. 3. Follow the on-screen instructions and start the migration. ![Lightning Knowledge Migration Tool start screen, showing Start button and image of hikers and Astro reading a map.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_kickoff.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you receive an error message after beginning the migration, follow the instructions in the message, and then restart the migration. 4. Choose whether to create a record type during migration. ![Image shows the screen with options to create a new record type or manually create them later.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_assign_record_type.png) 5. Begin migration. Follow the on-screen instructions. Completion time depends on the size of your knowledge base and how many other processes are running at the same time. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important You can’t undo the migration or disable Lightning Knowledge after you start the migration. After you migrate, the Lightning Knowledge Migration Tool is no longer available in Setup. ![Image shows the Lighting Knowledge Migration Tool start screen, asking "Ready to begin your migration?"](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_begin.png) 6. (Optional) If your migration includes files, you see a screen during migration to set the default visibility. To provide your Experience Cloud site users, such as customers, partners, and guest users, access to files, select **All users**. File visibility is always restricted to users who can access the record where it is attached. You can change the visibility for individual files after migration. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If your migration includes files, you receive a confirmation email when the migration is complete, and a report is created to show the outcome of the file migration. All users with administrative permission and the Modify All Data permission receive the confirmation email. Look for the report file named LightningKnowledgeMigrationResultTimestamp.txt in the standard Files tab. The admin who started the migration owns the report file. If everything migrated, the report shows a success message. The report also lists articles with files that failed to migrate. 7. Proceed to the [Lightning Knowledge Post-Migration Checklist](https://help.salesforce.com/s/articleView?id=service.knowledge_post-migration_checklist.htm&release=264.0.0&type=5 "After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base."). <!-- document id=79007770ac32272049fb2184162931af516b4df9c160cb42a3f179f5599a12ed url=/admin/current/en-us/service/264-0-0/voice_byoa_migrate_xml_contact_center.md --> # Migrate an Existing Salesforce Contact Center Created from an XML Import If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Serverless application is scheduled for retirement, and no new updates will be available after Winter '26 release. Transition to open-source CloudFormation templates for ‌greater transparency and control over your AWS artifacts. For a list of features that are unavailable or limited with contact centers created from an XML import, see “XML Imports” in [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&type=5&language=en_US). The migration involves creating a Salesforce Voice contact center within your existing Amazon Connect instance. This migration allows Salesforce to assume the AWS IAM role on your behalf and integrate Voice with Amazon Connect. Voice reuses your Amazon Connect instance’s S3 bucket, contact record data stream, Kinesis video stream, and Contact Lens stream. Creating the contact center also creates Amazon Connect components that are preconfigured to work with your new contact center. For example, you get new versions of the Lambda functions. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Because the migration brings down your contact center, we strongly recommend that you perform this task during off-peak hours. For more information about creating a contact center by importing the contact center definition XML file, see [this PDF](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf). - **[Complete Migration Prerequisite Tasks](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** Before you create your contact center, complete these tasks in your existing Amazon Connect instance. - **[Migrate Your Existing Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** Migrate your contact center within the existing Amazon Connect instance. - **[Test Your New Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** Test your new contact center to ensure that it works. - **[Clean Up Your Amazon Connect Environment](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** To avoid conflicts with stale code from the serverless application or the previous versions of Lambda functions, delete the AWS serverless application and Lambda functions from the AWS. - **[Grant Access to Old Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5)** Perform these tasks to access call recordings in your new contact center. Because the Universal Call Recordings option isn’t supported by contact centers created using the XML-import option, you must perform these manual steps to grant users in the new contact center access to the old recordings. ## Complete Migration Prerequisite Tasks Before you create your contact center, complete these tasks in your existing Amazon Connect instance. 1. If your call recordings S3 bucket has a bucket policy, save a copy of the policy and then remove it. You can append that policy to the new policy after the stack is created. If you don’t remove the policy, the new stack can’t be created. 1. Log in to your Amazon Connect instance. 2. In the left panel of Amazon Connect, click **Data Storage**, then get the bucket name under the Call Recordings section. When you create your contact center, the new call recordings are saved to this same bucket. 3. In Amazon Connect, search S3, hover over the S3 option, and click **Buckets**. ![The Buckets option appears inside the S3 service.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazons3_buckets_search.png) 4. Find and open your call recordings S3 bucket. 5. Click **Permissions**, copy the bucket policy, then delete it. If you have a bucket policy, the stack creation fails. To access recordings in your new contact center, you’ll append your old policy to the generated one after you create the stack. 2. Deactivate the Kinesis contact record stream event triggers in the existing CTRDataSyncFunction and ContactLensConsumerFunction Lambda functions. When the new contact center is created, these events automatically trigger the newly provisioned versions of these functions. You don’t want the same stream to trigger both Lambda functions 1. In Amazon Connect, search Lambdas and click **Lambda**. 2. Search Ctrdata, then select CTRDataSyncFunction Lambda from your existing contact center. The function names are prepended with your contact center name. ![The list of functions is filtered based on what you enter in the search box.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_lambda_search.png) 3. Select the Configuration Tab and then the Triggers subtab. ![The Triggers tab shows that the Kinesis trigger is enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_lambda_triggers.png) 4. Select the checkbox next to the Kinesis trigger and click **Edit**. 5. To deactivate the trigger, uncheck **Activate trigger** and click **Save**. 6. To deactivate the ContactLensConsumerFunction Lambda function, repeat these steps. 3. In the Contact Center details page in Salesforce, delete all agents, supervisors, and admins from your existing contact center. You’ll add these users to the new contact center after it’s created. Each user can be assigned to only one contact center. 4. Create an IAM role. When you add the provisioning policy for this role, get the policy from [GitHub](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) and replace all parameters. For example, replace the <BYOAC\_CUSTOM\_S3\_BUCKET> parameter with the name of the call recordings S3 bucket. For information about creating the IAM role and applying the provisioning policy, see [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US). ## Migrate Your Existing Contact Center Migrate your contact center within the existing Amazon Connect instance. 1. Create a contact center in Salesforce using the instructions in this [help article](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&type=5&language=en_US). Use your existing Amazon Connect instance by entering your instance details. Ignore the tasks mentioned after step 9. 2. In Amazon Connect, modify your existing Amazon Connect flows to use the latest Lambda functions. To swap out the old functions, update the references to them in the Invoke AWS Lambda function blocks in the flows. The latest functions have names appended with the new contact center’s internal name. After you’re done updating the flows, save and publish them. ![The Invoke AWS Lambda function in the flow is currently set to run the old version of the Lambda function.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_flows_select_lambda.png) 3. Delete all users from your Amazon Connect instance. For instructions, see [Delete users from your Amazon Connect instance](https://docs.aws.amazon.com/connect/latest/adminguide/delete-users.html). 4. In the Contact Center details page in Salesforce, add users to your new contact center and create their quick connects. Adding users to the contact center also automatically adds the users to Amazon Connect. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To ensure you’re doing this correctly, add a few users first and then run tests to verify that they can make and receive calls. Test any other features as well. Then add the remaining users. For instructions, see [Add and Remove Users To Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&type=5&language=en_US). 5. In the Contact Center details page, configure the new contact center. Modify the new contact center using the same changes applied to the old contact center. For example, reapply queue and presence status mappings, and add contact center channels and groups. ## Test Your New Contact Center Test your new contact center to ensure that it works. 1. Verify that the Amazon Connect flows work as expected by making inbound, outbound, transfer, and callback calls. 2. Verify that the queue mappings, contact center channels, presence status mapping, and contact center groups in the new contact center work as expected. ## Clean Up Your Amazon Connect Environment To avoid conflicts with stale code from the serverless application or the previous versions of Lambda functions, delete the AWS serverless application and Lambda functions from the AWS. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Serverless application is scheduled for retirement, and no new updates will be available after Winter '26 release. Transition to open-source CloudFormation templates for ‌greater transparency and control over your AWS artifacts. 1. In Amazon Connect, search Serverless, then click **Serverless Application Repository**. 2. Select your serverless application and click **Delete**. 3. Change the contact center label to something like “DO NOT DELETE <contact center name>.” You can’t delete the old contact center because existing voice calls are associated with it ## Grant Access to Old Call Recordings Perform these tasks to access call recordings in your new contact center. Because the Universal Call Recordings option isn’t supported by contact centers created using the XML-import option, you must perform these manual steps to grant users in the new contact center access to the old recordings. 1. To access old voice call recordings from the old contact center in the new one, enable Universal Call Recording in the old contact center. To enable it, set these parameters in the reqhvcc section of the old contact center definition XML file. | Parameter | Value | | --- | --- | | Universal\_Call\_Recording | Set to true. | | Region | Set to the region of your new contact center. | | TrustedRoleArn | Set to the IAM role that you created. | Here’s a sample of the items to add. ``` <sections> <items> <label>Universal Call Recording Access</label> <name>reqUniversalCallRecordingAccess</name> <value>true</value> </items><items> <label>Region</label> <name>reqRegion</name> <value>us-west-2</value> </items><items> <label>Trusted Role ARN</label> <name>reqTrustedRoleARN</name> <value>arn:aws:iam::547100965505:role/ProvisioningRole</value> </items> <name>reqHvcc</name> </sections> ``` For more information, see “Enable Universal Call Recording in an Existing Contact Center” in [this PDF](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf). 2. Append your old bucket policy to the newly generated one for the call recordings S3 bucket. You copied the old policy when you completed the [prerequisite steps](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5 "If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features."). 3. In Amazon Connect, similar to how you created the IAM Role in the [prerequisite steps](https://help.salesforce.com/s/articleView?id=service.voice_byoa_migrate_xml_contact_center.htm&release=264.0.0&type=5 "If you created your contact center using the XML-import process, migrate your contact center to take advantage of easier maintenance and additional features. Perform the migration to easily update your contact center to future versions–you won’t need to manually update the serverless application anymore. The migration also gives you access to more Salesforce Voice features."), create a SCVS3Role role with the “<contact\_center\_internal\_name>-SCVS3Role” naming convention. 4. After you create the SCVS3Role role, attach this inline policy. In the policy, replace <BYOAC\_CUSTOM\_S3\_BUCKET> with your call recordings S3 bucket name. ``` {     "Version": "2012-10-17",     "Statement": [         {             "Action": [         "s3:GetObject",                 "kms:Decrypt",                 "s3:ListBucket"             ],             "Resource": [                  arn:aws:s3:::<BYOAC_CUSTOM_S3_BUCKET>             ],             "Effect": "Allow",             "Sid": "byoacSCVS3Sid"         }     ] } ``` <!-- document id=d1a57cc8550e4a2670738dedac847ea0ad9b4c3d1220051532f84a76c30843ba url=/admin/current/en-us/service/264-0-0/cases_migrate_case_description_field_values.md --> # Migrate Case Description Field Values When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Migrate Case Description Data to Rich Text When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job. 1. You can migrate using either [Apex batchable](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_batch_interface.htm) framework or [Data Loader](https://developer.salesforce.com/tools/data-loader). 2. Migration involves client-side extraction, transformation for HTML escaping and newline conversion, and uploading to the new field. ## Limitations for RTA for Case Description 1. You can't copy and paste images across Salesforce orgs. 2. Because the rich text description for cases is a rich text area field, standard rich text limitations apply. You can't use it in WHERE clauses, SOQL aggregates (COUNT), or as a filter in reports or list views, and you can't reference it in formula fields or report formulas. 3. Case assignment rules, escalation rules, auto-response rules, and quick text merge fields use sanitized HTML, which removes tags. 4. In the rich text editor for case descriptions, URL-based images render only if they're from Trusted URLs. 5. You can't render rich text in the printable view in related cases. 6. You can't use the rich text field in standard reports. Instead, create a report based on a custom report type that includes the field. 7. Web-to-Case doesn't support the rich text field. It still writes to the plain text field. 8. Case Classification doesn't support the rich text field. 9. Data Cloud and features that rely on Data Cloud don't support the rich text field. 10. The contact support form in Lightning Web Runtime sites doesn't support the rich text field. <!-- document id=e68752e13e0113d396b1a678a9f231e0ee169dad6d29b31a1e4acc3b0725e427 url=/admin/current/en-us/service/264-0-0/legacy_to_enhanced_migration_labels.md --> # Migrate Custom Labels from Legacy Chat to Enhanced Chat Some Legacy Chat labels are migrated to Enhanced Chat with the Legacy Web Chat Migration (Beta) tool. Review which labels come over automatically. Then review which labels you can customize manually once you set up Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="legacy_to_enhanced_migration_labels__d673e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="legacy_to_enhanced_migration_labels__d673e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47279e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47279e93 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47279e93 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47279e93 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47279e93 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. Some Legacy Chat labels are migrated directly to Enhanced Chat labels when you go through the Legacy Web Chat Migration (Beta) tool. To translate these labels into more than one language, run through the tool, and select a different language each time. To customize these migrated labels as well as [other Enhanced Chat labels](https://help.salesforce.com/s/articleView?id=service.miaw_custom_labels.htm&type=5&language=en_US), use the [Set Custom Labels editor](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US) in Embedded Service Deployment Settings. ## Labels that are Migrated to Enhanced Chat These Legacy Chat labels are migrated directly to Enhanced Chat labels when you go through the Legacy Web Chat Migration (Beta) tool. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d47279e158">Legacy Chat Label</th> <th class="slds-cell-wrap" scope="col" id="d47279e161">Label Location</th> <th class="slds-cell-wrap" scope="col" id="d47279e164">Enhanced Chat Label</th> <th class="slds-cell-wrap" scope="col" id="d47279e167">Label Location</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Close Dialog</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">General</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Close the message window</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">All</strong> | <strong class="uicontrol">Accessibility</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Minimize chat</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">General</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Minimize chat window</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">All</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Start Chatting</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Prechat</strong> | <strong class="uicontrol">All</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Start Conversation</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">Pre-Chat Form</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">I accept</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">All</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">I accept</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">Pre-Chat Form</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">This field is required.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">All</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">This field is required.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">Terms and Conditions</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">[No default label. This is the label for your Terms and Conditions acceptance.]</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">Terms and Conditions</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">[No default label. This is the label for your Terms and Conditions acceptance.]</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Pre-Chat</strong> | <strong class="uicontrol">Terms and Conditions</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Chat Ended by Agent</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Agent ended the chat at</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong> | <strong class="uicontrol">System Messages</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Chat Ended</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">You ended the chat at</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong> | <strong class="uicontrol">System Messages</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Conversation Ended by Bot</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Bot ended the chat at</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Ended</strong> | <strong class="uicontrol">System Messages</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Type your message...</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Body</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Type your message...</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Input Footer</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Please wait. Reconnecting</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Reconnecting</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Reconnecting...</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">All</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Reconnecting</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Minimized</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Reconnecting...</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Minimized</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Transferring</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Minimized</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Transferring...</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Header</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Chat ended</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Minimized</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Chat Ended</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Minimized</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">1 Message</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Minimized</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">New message</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Minimized</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">{0} Messages</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Minimized</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">New messages</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Minimized</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Upload a file</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164"> <p>Attach file</p> </td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Remove this file.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Don't send file {0}</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Select a file under {0}mb</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">These files exceed the {1} MB limit: {0}. Try again.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">File Transfer</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Thanks for chatting with us. Ask me anything.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Header</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Hello, ask me anything.</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Header</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Save Transcript</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Body</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Request Chat Transcript</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">General</strong> | <strong class="uicontrol">Header</strong> | <strong class="uicontrol">Standard</strong></span></td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Legacy Chat Label" headers="d47279e158">Choose one of the following options</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e161"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Einstein Bots</strong></span></td> <td class="slds-cell-wrap" data-label="Enhanced Chat Label" headers="d47279e164">Select a menu item</td> <td class="slds-cell-wrap" data-label="Label Location" headers="d47279e167"><span class="menucascade"><strong class="uicontrol">Chat in Progress</strong> | <strong class="uicontrol">Chat Body</strong> | <strong class="uicontrol">Accessibility</strong></span></td> </tr> </tbody></table> #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") <!-- document id=fadeccf2e75603f67d3d6e89ecfa112faa9e65237f119fb7618530b5037560e5 url=/admin/current/en-us/service/264-0-0/it_srvcs_ccp_to_uel_migration.md --> # Migrate Customer Community Plus Users to Unified Employee License Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation describes this migration for HR Service, the same steps apply to Agentforce IT Service. Complete the prerequisites described in [Before You Begin](https://help.salesforce.com/s/articleView?id=service.hr_svc_uel_pre_migr.htm&type=5&language=en_US) in the HR Service documentation. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important This migration is permanent. After the migration begins, you can no longer create new users with CCP profiles. The migration retains existing user IDs and record ownership, so the license change doesn't affect reports, historical activity, or audit trails. For details about the Unified Employee License, see [Unified Employee License Details](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_unified_employee.htm&type=5&language=en_US). 1. Migrate your employee users from CCP to UEL with the **Unified Employee License Migration** tool by following the steps in [Migrate to UEL](https://help.salesforce.com/s/articleView?id=service.hr_svc_migrate_to_uel.htm&type=5&language=en_US). 2. Validate your migration by verifying the license type for migrated users, updating field-level security for the Case and Incident objects, and adding the Unified Employee profiles to the relevant Experience Cloud sites. For the complete validation procedure, see [Post Migration Checks](https://help.salesforce.com/s/articleView?id=service.hr_svc_uel_migr_troubleshooting.htm&type=5&language=en_US) in the HR Service documentation. 3. Set up **User Access Policies** to manage UEL entitlements for your migrated users by following the steps in [Set Up User Access Policies for UEL Migration](https://help.salesforce.com/s/articleView?id=service.hr_svc_set_up_user_access_policies_uel_migration.htm&type=5&language=en_US). For answers to common questions about rollback, downtime, inactive users, and post-migration license cleanup, see [CCP to UEL Migration FAQs](https://help.salesforce.com/s/articleView?id=service.hr_svc_ccp_to_uel_migration_faqs.htm&type=5&language=en_US) in the HR Service documentation. <!-- document id=aa0ac5d3bbdc924b05d17ba6e366a398179aeff02acd5c57939f553dc6a3228e url=/admin/current/en-us/service/264-0-0/hr_svc_migrate_ccp_to_uel.md --> # Migrate from Customer Community Plus to Unified Employee License Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL) to streamline administration by establishing employees as first-class, standard Salesforce users. This migration simplifies employee onboarding, provides consistent organizational coverage, and enables modern platform capabilities across Agentforce IT Service, HR Service, and Slack collaboration. Migrating to UEL also eliminates hierarchical disruptions where reporting lines were restricted by license type. - **[CCP to UEL Migration FAQs](https://help.salesforce.com/s/articleView?id=service.hr_svc_ccp_to_uel_migration_faqs.htm&release=264.0.0&type=5)** Review common questions about CCP to UEL migration, including rollback, downtime, inactive users, phased rollout, sandbox testing, error handling, and post-migration license behavior. - **[Before You Begin](https://help.salesforce.com/s/articleView?id=service.hr_svc_uel_pre_migr.htm&release=264.0.0&type=5)** Before starting migration, make sure your organization meets the prerequisites required to maintain data integrity and prevent system errors. - **[Post Migration: What Changes and What Doesn’t?](https://help.salesforce.com/s/articleView?id=service.hr_svc_post_migration_changes_overview.htm&release=264.0.0&type=5)** CCP to UEL migration is a foundational shift in how employee users are modeled, focusing on identity transformation. - **[Migrate to UEL](https://help.salesforce.com/s/articleView?id=service.hr_svc_migrate_to_uel.htm&release=264.0.0&type=5)** Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL). - **[Post Migration Checks](https://help.salesforce.com/s/articleView?id=service.hr_svc_uel_migr_troubleshooting.htm&release=264.0.0&type=5)** While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration: - **[Set Up User Access Policies for UEL Migration](https://help.salesforce.com/s/articleView?id=service.hr_svc_set_up_user_access_policies_uel_migration.htm&release=264.0.0&type=5)** After the migration is successful, assign the required permission sets to your migrated employee users. We recommend assigning the Employee Enablement Program Unified Employee User and the Employee Hub Unified Employee User permission sets. <!-- document id=7892e9905bda4c0e0b7df1e3c3257a63e6eaa61a3c86e882af6b7496da50d28d url=/admin/current/en-us/service/264-0-0/lc_migrate_3.md --> # Migrate from Legacy Chat to Enhanced Chat Set up a domain where you’ll host Enhanced Chat. Use the Legacy Web Chat Migration (Beta) tool to migrate to Enhanced Chat. And then take the required and optional next steps after using the tool. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="lc_migrate_3__d512e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="lc_migrate_3__d512e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d37025e97">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37025e97 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37025e97 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37025e97 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37025e97 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") ## Pre-Work Before Using the Migration Tool The migration tool asks for a domain where you'll host Enhanced Chat. It's not possible to host both a Legacy and Enhanced Chat deployment on the same page, so remove your chat widget before migration. To test your Enhanced Chat workflow before going live, consider entering a sandbox as the domain ## Use the Legacy Web Chat Migration (Beta) Tool Now that you completed the pre-work, migrate Legacy Chat to Enhanced Chat. 1. In Setup, in the Quick Find box, enter Legacy and select **Legacy Web Chat Migration (Beta)**. 2. Click **Get Started**. 3. First, tell us which type of Legacy Chat you have. Are you using Embedded Service (formerly known as Snapins) to expose chat to your customers? If the term Embedded Service doesn’t sound familiar, [learn more here](https://help.salesforce.com/s/articleView?language=en_US&id=service.snapins_chat_overview.htm&type=5). Your answer to this question determines the remaining fields that appear on the page. 1. If you select **Yes**, add your Embedded Chat Deployment. Under Deployment Type, if you select **New Enhanced Web Chat Deployment**, name your deployment, give it an API name, and add your domain. To map it to a new messaging channel, give it a name and developer name. To map it to an existing messaging channel, search for and select the channel. If you instead select **Existing Enhanced Web Chat Deployment** under Deployment Type, select your deployment and then choose a single language for your migrated custom labels. To migrate eligible Legacy Chat custom labels in more than one language, run through the migration tool again for each additional language. 2. If you select **No**, add your Chat Deployment and Chat Button. We’ll create a new Embedded Service Deployment during migration. Name your deployment, give it an API name, and add your domain. To map it to a new messaging channel, give it a name and developer name. To map it to an existing messaging channel, search for and select the channel. 4. Click **Next**. 5. On the Next Steps page, review the information, and click **Save**. 6. On the final page, a progress indicator lets you know that your deployment is migrating. Don’t navigate away from this page until the migration is complete. This can take up to 10 minutes. 7. When migration is complete, you're presented with the Embedded Service Deployment Settings page. Customize your deployment before copying the code snippet to embed on your website. Republish your deployment after making any changes in the Settings page. [Learn more about configuring your deployment](https://help.salesforce.com/s/articleView?id=service.miaw_optimize_setup.htm&type=5&language=en_US) or [making additional enhancements](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&type=5&language=en_US) to the Enhanced Chat experience. ## Required Next Steps After Using the Migration Tool The Legacy Web Chat Migration (Beta) tool migrates your queue to Enhanced Chat if you select the option to create a messaging channel in the process. To make the queue work in Enhanced Chat, add Messaging User and Messaging Session as supported objects to the Queue. 1. From Setup, in the Quick Find box, enter Queues, and then select **Queues**. 2. Click the name of your queue. 3. Click **Edit**. 4. Under Supported Objects, use the arrow to move Messaging User and Messaging Session from Available Objects to Selected Objects. 5. Save your changes. <!-- document id=3f2d9821bab6cf9eb3074283b2e693d1ad8250de26b779e275c0beb175b28a03 url=/admin/current/en-us/service/264-0-0/live_agent_and_omni_new_customers.md --> # Migrate from Legacy Live Agent to Omni-Channel for Chat Are you loving Chat and want to add Omni-Channel to the mix? Here’s what changes for you and your organization (and not for your agents!). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). So, you’ve decided to take your customer service to the next level by using Chat and Omni-Channel in tandem. That’s great! Once everything’s set up, you’ll find that the two work together in perfect harmony. Chat is powered by Chat Configurations, which control the behaviors and settings that are available to Chat users. Similarly, Omni-Channel uses Presence Configurations to control the behaviors and settings that are available to Omni-Channel users. You can integrate Chat with Omni-Channel so chats are routed just like other work items, and you can even use Omni-Channel routing for your chats. Whichever way you use Omni-Channel with Chat, your agents are then able to accept or reject chat requests right from the Omni-Channel widget. When you integrate Chat and Omni-Channel, your Chat users also become Omni-Channel users, so your chat agents must be associated with both a Chat Configuration and a Presence Configuration. Luckily, Salesforce does some of the heavy lifting for you when you enable Omni-Channel with your current Chat implementation. For each Chat Configuration that you already have in your org, Salesforce: - Creates a corresponding Presence Configuration for each of your Chat Configurations - Sets the chat capacity for each Presence Configuration to what’s set in its corresponding Chat Configuration - Assigns your chat agents to the new corresponding Presence Configurations If you have Chat enabled but don’t have an implementation, when you enable Omni-Channel, Salesforce creates a Chat Service Channel. Salesforce does all this automatically so there’s no disruption to your agents’ workflow. They can start accepting chats through Omni-Channel in the app. The only difference they see is that they now use Omni-Channel in the app to set their status and accept chat notifications. They may also see a change in their status options, as Omni-Channel presence statuses are configurable. If you want to use Chat and Omni-Channel in Lightning Experience, you must use Omni-Channel routing for your chats. All you have to do is create a chat button with the routing type Omni-Channel and set up Skills-Based Routing Rules or assign your agents to queues. Then, add the Omni-Channel component and Live Chat Transcripts to your Lightning app, and your agents can start accepting chat requests. - **[Compare Live Agent and Omni-Channel Routing for Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_and_omni_compare_routing.htm&release=264.0.0&type=5)** See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. If you want to use Chat in Lightning Experience, you must use Omni-Channel routing. - **[Manage Chat Capacity with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.live_agent_managing_capacity_with_service_presence.htm&release=264.0.0&type=5)** If your support organization has been using Chat for a while, you know that you can select an agent’s maximum number of chats by using the Chat Capacity field. When Omni-Channel is enabled in your Salesforce org, however, you need to manage your agent’s chat capacity using Omni-Channel configurations instead. <!-- document id=a2b9dd6a67fccaeae8ec53da3e69361fdd1a1e932b8a9d8ba464943651abee08 url=/admin/current/en-us/service/264-0-0/cti_migrate_map.md --> # Migrate from Open CTI Discover the benefits of migrating from Open CTI to another Voice offering from Salesforce, and decide which telephony model is right for you. Reference step-by-step guidance to install a contact center that gives your reps an AI-first approach to engaging with customers on the phone. Open CTI is scheduled for retirement on February 28, 2028. ![Banner image reading "Migrate to a New Voice Solution"](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/cti/cti-migrate-map-banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Get started icon"></span> </p> <p><strong>Get Started</strong></p> <p> <em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/modules/open-cti-to-voice-migration" target="_blank">Open CTI to Voice Migration</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cti_choose_migration_path.htm&release=264.0.0&type=5" title="Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.">Choose Your Open CTI Migration Path</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_faq.htm&release=264.0.0&type=5" title="Review frequently asked questions about migrating from Open CTI to a newer Voice solution.">Open CTI Migration FAQ</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_templates.htm&release=264.0.0&type=5" title="To help you translate your Open CTI logic into Voice and other channel workflows, Salesforce provides Omni-Channel flow templates as a starting point.">Standard Omni-Channel Flow Templates for Open CTI Migration</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_develop_1.png" alt="Develop icon"></span> </p> <p><strong>Migrate to Salesforce Voice with Partner Telephony</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt.htm&release=264.0.0&type=5" title="Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange).">Replace Open CTI with Salesforce Voice with Partner Telephony (Path 1)</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_pt_amazon.htm&release=264.0.0&type=5" title="Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony from Amazon Connect. This migration path is ideal if you already operate your own Amazon Connect instance and want to bring it into Salesforce Voice.">Replace Open CTI with Salesforce Voice with Partner Telephony from Amazon Connect (Path 2)</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build icon"></span> </p> <p><strong>Migrate to Salesforce Voice with Amazon Connect</strong></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_amazon.htm&release=264.0.0&type=5" title="Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure.">Replace Open CTI with Salesforce Voice with Amazon Connect (Path 3)</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Integrate icon"></span> </p> <p><strong>Migrate to Agentforce Contact Center</strong></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.cti_migrate_voice_native.htm&release=264.0.0&type=5" title="Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required.">Replace Open CTI with Salesforce Voice (Native Telephony) (Path 4)</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_code_1.png" alt="Code icon"></span> </p> <p><strong>Develop</strong></p> <p><a href="https://developer.salesforce.com/docs/service/api-cti/guide/migrate-cti.html" target="_blank">Migrate Your Open CTI Integration to Salesforce Voice with Partner Telephony</a></p> <p><a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm" target="_blank">Salesforce Voice with Partner Telephony Developer Guide</a></p> <p><a href="https://developer.salesforce.com/docs/service/interaction-service-api/overview" target="_blank">Interaction Service API Guide</a></p> <p><a href="https://developer.salesforce.com/docs/service/service-connector-api/overview" target="_blank">Service Connector API Guide</a></p> <p><a href="https://developer.salesforce.com/docs/service/messaging-partner/overview" target="_blank">Bring Your Own Channel for Messaging Developer Guide</a></p> <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/overview" target="_blank">Bring Your Own Channel for CCaaS Developer Guide</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/resources-global/_corporate/images/learning_maps/lm_extend_end_1.png" alt="Extend icon"></span> </p> <p><strong>Extend Your Contact Center with Messaging</strong></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.byoc_byoccaas_intro.htm&type=5&language=en_US" target="_blank">Bring Your Own Channel</a></p> </td> </tr> </tbody> </table> <!-- document id=00f10761212ab1fba73c6b2c7a55e8290b15f33bb7b8583167ef343f77c457a0 url=/admin/current/en-us/service/264-0-0/hr_svc_migrate_from_work_com_to_hr_service.md --> # Migrate from Work.com to HR Service (For UEL Users) HR Service is a comprehensive redesign of Work.com. Migrating from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model. The migration retains the PUL-to-PUL user mapping. PUL (Platform User License) users are not migrated to UEL (Unified Employee License) users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Migration FAQs](https://help.salesforce.com/s/articleView?id=service.hr_svc_migration_faqs.htm&release=264.0.0&type=5)** Review common questions about migrating from Work.com to HR Service, including feature parity, licensing, phased rollout support, and data model behavior. - **[Migration Prerequisites](https://help.salesforce.com/s/articleView?id=service.hr_svc_migration_prerequisites.htm&release=264.0.0&type=5)** Follow these steps to add a custom field on the Account object. - **[Migrate to HR Service](https://help.salesforce.com/s/articleView?id=service.hr_svc_migrate_to_hr_service.htm&release=264.0.0&type=5)** Set up licenses, permissions, and migration tooling to migrate Work.com employee data to HR Service. - **[Post Migration Checks](https://help.salesforce.com/s/articleView?id=service.hr_svc_post_migration_checks.htm&release=264.0.0&type=5)** Platform User License (PUL) users and UEL users have different sharing behavior. Without the right controls, PUL users might edit cases they do not own or view internal case comments. Review the settings below to prevent unintended access. While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration. <!-- document id=85fa347d48b627ac86f1cf7eead00cfa9a168c8c6d71be48ad751b597aec45af url=/admin/current/en-us/service/264-0-0/knowledge_migration_tool_MAT.md --> # Migrate Multiple Article Types You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool with multiple article type orgs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51047e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51047e58 ">To use the Lightning Knowledge Migration Tool:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51047e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Knowledge User</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This procedure applies to both sandbox and production migrations. To enable the Lightning Knowledge Migration Tool in your production org, log a request with Salesforce Support. Allow 1–2 weeks advance notice from your target migration date. Before we can enable the tool in production, our support team asks a series of questions about your migration plan and the results of your sandbox test. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning Make sure that no changes are made to any Knowledge content during migration. All revised data is lost or damaged. User and API activity, such as Apex triggers and jobs, can stop migration or lead to corrupted data in some articles and files. 1. Switch to Lightning Experience. 2. From Setup, in the Quick Find box, enter migration, and then select **Lightning Knowledge Migration Tool**. 3. To start the migration, follow the on-screen prompts. ![Kick off migration at the start screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/214_knowledge_lkmt_mat_1.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you receive an error message after beginning the migration, follow the instructions in the message. Then restart the migration. 4. Start migration setup. Review the article types and custom fields that are part of the migration. ![Start migration setup and see the Article Types and custom fields to be migrated.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_start_lightning_migration.png) 5. Map the article fields. Mapping is one of the most important steps in the migration. Tab through each article type, and make your new field selections. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The migration tool creates a placeholder field called “Article Type\_Field Name”, where \_Field Name matches the custom field name. ![Screen shows the default field mappings and dropdown controls during Knowledge migration.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_mapping_article_fields.png) 6. To choose alternative field mappings, click a dropdown under New Field. ![Click the dropdown to show a list of available fields for mapping custom fields in the new object.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_map_fields_callout.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you have fields of the same type that are common across article types, you can consolidate them in the new object. For example, if multiple article types have a field called Question, you can map all the article types to use the Question field from one article type to reduce duplication. ![Example screen showing four fields from the FAQ article type mapped to fields with the same names in the Issue article type. For instance, the FAQ's Details field maps to Issue\_Details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_consolidated_fields.png) 7. After you map the article fields, tab through each Article Type again. Review your field mappings on each tab, and then go to the next screen. 8. Begin data migration. Follow the on-screen instructions. A confirmation email is sent to you when it’s complete. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip All users with administrative permissions and the Modify All Data permission receive the confirmation and notification emails. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning If you create an article, update an existing article, or change any related data during data migration, these changes aren’t migrated. ![The Lightning Knowledge Migration Tool start screen, asking if you're "Ready to begin your migration?"](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_begin.png) 9. If your migration includes files, you see a screen during migration to set the default visibility. To provide your Experience Cloud users, such as customers, partners, and guest users, access to files, select **All users**. File visibility is always restricted to users who can access the record where it is attached. You can change the visibility for individual files after migration. 10. To view the migration progress, refresh this page as needed. It can take a few minutes to load the data. When the migration is finished, the Data Migration Summary page appears under Activation. ![Data migration is in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/214_knowledge_lkmt_mat_5.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Completion time depends on the size of the knowledge base you’re migrating and how many other processes are running at the same time. Feeds and smart links migrate during the Activation step. If at least one existing article type has Feed Tracking enabled, Feed Tracking is turned on automatically for the new Knowledge object. ![Screen showing the Data Migration Summary page with successful resutls.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/lightning_migration_migration_summary.png) 11. You can cancel or continue the migration at this point. At this stage, no manual changes are required, but you want to verify the migration by [validating the old and new Knowledge article IDs](https://help.salesforce.com/s/articleView?id=service.knowledge_verify_articles_activation.htm&release=264.0.0&type=5 "Verify articles during migration from Salesforce Classic to Lightning Knowledge. Verification steps are recommended for orgs with multiple article types.") before you continue. 12. To finish the activation phase, click **Next**. In this step, feeds and smart links migrate, the new Knowledge object is activated, and existing article types are deactivated. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important At this point in the migration, make sure that your internal and external users have only read access to articles so that they can't edit articles. In this step, your org switches to using Lightning Knowledge articles. To grant read access to Lightning articles, set up permissions for the new Knowledge object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The feed component and feed posts don't appear immediately after migration. After you activate the new Knowledge object, the article’s feed component disappears temporarily while the feed posts migrate. Then the feed component reappears. 13. Under Validation, review the Data Migration Summary. In the example, green check marks next to each item indicate 100% migration. Yellow warning flags (not present in this migration example) appear beside data that didn’t migrate. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note During migration, a results file called LightningKnowledgeMigrationResultTimestamp.txt is generated in the standard Files object. The admin who started the migration owns this file. If all articles and article versions migrate successfully, the file shows a success message. If files or articles fail to migrate, they are reported in the results file. Related data, such as data categories or feeds, isn’t reported in this file. Assess whether unmigrated data is blocking your migration. ![Validation screen with a successful data migration summary](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/216_knowledge_lkmt_mat_7.png) 14. Validate the results of the Data Migration Summary before you press Cancel or Accept. We strongly recommend that you validate the article migration before accepting the results. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning - Do not update the Knowledge object or the existing article types in the Object Manager before accepting or canceling the migration. If you do, the cancel or accept process stops working. - Continue working through the validation steps so that you can cancel or accept the migration as soon as possible. An incomplete migration can mean extra downtime for your users. To validate the migrated components, review the following. - Metadata setup—In Setup, go to the Object Manager tab, and scroll down the list to locate Knowledge, which indicates that the migration was successful. - In the Object Manager navigation bar, select **Fields & Relationships**. To verify that fields migrated successfully, review the field labels. - Verify the migration of the other Knowledge object details by reviewing Page Layouts, Record Types, and other Setup pages. - Data—A tab named Knowledge is created for the new Knowledge object. On this tab, view and validate the migrated articles. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip We recommend using a selection of pre-existing articles to validate the before-and-after contents. - Customizations—Verify that the following entities are updated. - No Apex code is referencing the old article types to be deleted. If they are referenced, manually remove the Apex code. - Experience Cloud or Salesforce Sites don’t reference the old article types to be deleted. - Data flows are not referencing old article types to be deleted. - Processes, flows, workflows, or approval processes don’t reference the old data model. - In Case Settings, verify that the default article type selected under Allow user to create an article from a case is **None**. - In Answer Settings, verify that the default article type selected under Allow users to create an article from a reply is **None**. - In the Developer Console, search for references to Article Type objects with the \_\_kav suffix. 1. Click the gear icon in the upper-right, and select Developer Console. 2. Click **Edit**, and then click **Search in Files**. 3. In the Search field, enter \_\_kav , and click the magnifying glass icon. This returns all instances of Apex code in your org that contain a reference to an Article Type object (\*\_\_kav). 4. Update code during the validation period after the Migration Tool is run, but before the changes are accepted. If not, your existing code doesn’t function properly. - Verify that all old article types have a deployment status of In Development. - Verify that the Knowledge\_kav object has a deployment status of Deployed. - If the migration tool created the Knowledge\_\_kav object to migrate multiple article types, your new code must reference that object. Also, the code must filter SOQL queries by the appropriate record type ID where necessary. Remember that SOQL queries must filter by record type IDs instead of record type. Record type IDs can be different between sandbox and production, so include code that looks up the ID of the record type by object. Ideally, put this code in a reusable utility class. 15. [Verify the migrated articles](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_verify_articles.htm&release=264.0.0&type=5 "During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object. Use the old and new IDs to look at articles and verify that their contents and metadata have migrated properly. We recommend that Multiple Article Type orgs verify articles during the Lightning Knowledge Migration Tool’s Activation and Validation stages.") by comparing the old and new articles in the browser. Use Workbench to query for the new and old IDs. 16. After you validate the results in the Data Migration Summary and find them satisfactory, you can either cancel the migration or accept it and continue. - Cancel the migration. To undo the migration, you can cancel it while you investigate any data that did not migrate. Canceling the migration restores the Classic knowledge base with article types and file fields and removes the new Knowledge object created during the migration. To cancel the migration, return to the Lightning Knowledge Migration Tool and click **Cancel**. When restoration is complete, try the migration again. The time it takes to cancel the migration depends on the size of your knowledge base and how many other processes are running. It can take several days or longer. When you cancel, make sure no components reference the new Knowledge object Knowledge\_\_kav. Review the validation checklist in step 14 for which components could be referencing the object. If canceling doesn’t delete the Knowledge\_\_kav object, you receive an email with instructions on how to manually delete the object. When the new object is successfully deleted, the cancellation process automatically resumes. - Accept the migration. You performed the validation steps and are satisfied with the migration results. Accepting the migration enables your new Lightning Knowledge org. It deletes the old article types and Classic versions of the articles, including versions that weren’t migrated. After you accept the migration, you can’t undo it. If migration validation is successful, return to the Lightning Knowledge Migration Tool, and click **Accept**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip After you accept the migration, the Lightning Knowledge Migration Tool no longer appears in Setup. 17. Proceed to the [Lightning Knowledge Post-Migration Checklist](https://help.salesforce.com/s/articleView?id=service.knowledge_post-migration_checklist.htm&release=264.0.0&type=5 "After a successful migration, you have the new Knowledge object and are ready to verify and set up key aspects of the new Lightning Knowledge base."). - **[Verify Migrated Articles in Multiple Article Type Orgs](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_verify_articles.htm&release=264.0.0&type=5)** During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object. Use the old and new IDs to look at articles and verify that their contents and metadata have migrated properly. We recommend that Multiple Article Type orgs verify articles during the Lightning Knowledge Migration Tool’s Activation and Validation stages. <!-- document id=9b1af422a280513ec14af9e956a3a9f8ee5a28b441205bb0e5100a23a3a7d1c9 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_migrate_appt_lists.md --> # Migrate Service Appointment Lists Migrate your existing custom service appointment lists from the Classic Dispatch Console to the Scheduling Console. The migration copies your lists and doesn't affect the originals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ When you migrate service appointment lists, the system copies existing custom shared and individual appointment lists into the Scheduling Console. Standard lists aren't migrated. The original lists in the Classic Dispatch Console remain unchanged. You can migrate service appointment lists from the Scheduling Console page in Salesforce Go. ![Scheduling Console Salesforce Go page showing the Migrate Service Appointment Lists option in the Prepare to Migrate section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_salesforce_go_migrate.png) - From the Prepare to Migrate section in Salesforce Go, click **Manage** next to **Migrate Service Appointment Lists** (1). The Migrate Service Appointment Lists dialog opens. In the dialog, select which service appointment lists to migrate to the Scheduling Console. ![Migrate Service Appointment Lists dialog showing the types of appointment lists to migrate](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_salesforce_go_migration_modal.png) - Select the types of appointment lists to migrate (1). - **Shared service appointment lists**: Lists that are visible to multiple users. - **Individual service appointment lists**: Lists that aren't shared with other users. - Click **Migrate** (2). When the migration completes, a message in the dialog confirms how many service appointment lists were migrated. The count for each list type updates in the dialog and on the Scheduling Console page in Salesforce Go. A summary is also sent to your email. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Only the first 15 fields per service appointment list are migrated. You can add the remaining fields manually. ## Migration Summary Email After the migration completes, you receive an email that includes the number of shared and individual service appointment lists that were migrated, and a table listing any appointment lists that weren't migrated. ![Migration summary email showing the details of the migration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_salesforce_go_migration_modal_email.png) - Click **Go to Appointment Lists** (1) to view your service appointment lists in the Scheduling Console. ## Appointment Lists with Unsupported Features Some service appointment lists may not migrate or may migrate with limitations if they use features that aren't available in the Scheduling Console. **Appointment Lists that aren't migrated** Standard service appointment lists aren't migrated. In the Classic Dispatch Console, field sets were used to control which fields appear in the service appointment list. In the Scheduling Console, predefined filters located in the filter bar above the service appointment list are used instead. To customize the fields displayed in an appointment list, use **Select Fields to Display** in the list view settings. Service appointment lists that use Rule Violations as a filter or field aren’t migrated either. There's currently no equivalent Rule Violations field available for standard Salesforce list view filters in the Scheduling Console. To surface rule-violating appointments, use the Gantt Rule Violations filter from the filter bar above the service appointment list. **Lists that are migrated with limitations** Some service appointment lists are migrated but may behave differently in the Scheduling Console because certain Classic Dispatch Console settings aren't available. | Classic Dispatch Console Feature | Result After Migration | | --- | --- | | Match to Gantt | The list is migrated. The Match to Gantt setting isn't a configurable option within a Scheduling Console list view definition. To show only appointments currently on the Gantt, use the Match Gantt filter from the filter bar above the service appointment list. | | Horizon set to a specific date range | The list is migrated. The Gantt's date range is set to unlimited. To filter appointments by a specific date range, use [relative date filters](https://help.salesforce.com/s/articleView?id=analytics.filter_dates_relative.htm&type=5&language=en_US) in your list view. | #### See Also - [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) - [Work in the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_tab_and_console.htm&language=en_US) - [Service Appointment List in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_appt_list.htm&language=en_US) <!-- document id=02dae6c87886b65060f401483b1cac0e29ce68b3164bd0c4f3792578ed3ba824 url=/admin/current/en-us/service/264-0-0/migrate_to_agentforce_article_recs.md --> # Migrate to Agentforce Article Recommendations from a Previous Version If your organization currently uses a previous version of Article Recommendations, follow these steps to switch to the new version. 1. From Setup, in the Quick Find box, enter, then select **Einstein Article Recommendations**. 2. View the notification component informing you that you can switch to Article Recommendations powered by Data 360. Click the button in that notification to go directly to the tab in Setup. 3. On the Article Recommendations for Cases (Data Cloud) tab, enable the main toggle. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Enabling this toggle will automatically disable the previous Article Recommendations version. The Article Recommendations for Cases tab on the Article Recommendations setup page is inaccessible after enabling this toggle. Grounding makes relevant article recommendations possible by indexing your knowledge articles in Data 360. After migrating off the previous version of Article Recommendations, [begin to set up Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&language=en_US). <!-- document id=636aa43cfa882bfb79314cc106f4d75d47bb34f6062498c5177d7fdcc3c60564 url=/admin/current/en-us/service/264-0-0/migrate_to_agentforce_service_replies_from_a_previous_version.md --> # Migrate to Agentforce Service Replies from a Previous Version If your organization currently uses Einstein Reply Recommendations, follow these steps to migrate Service Replies backed with an Agentforce Data Library (ADL). 1. From Setup, in the Quick Find box, enter, and select **Einstein Reply Recommendations**. 2. Locate the **Migrate to Agentforce Data Library** component on the setup page, then click **Migrate**. ![The Migrate to Agentforce Data Library panel with a migration description and a Migrate button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/migrating_to_agentforce_service_replies_component.png) 3. When the migration is complete, the page refreshes, and the Agentforce Data Library configuration component replaces the migration tool component. ![The Agentforce Data Library configuration panel with a selected Agentforce Data Library.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/migrating_to_agentforce_service_replies_ADL_component.png) <!-- document id=2c8b3ca19aa9cde8a858c9747cdcd456681b83da7a5937a7b4550a45a6c1f13c url=/admin/current/en-us/service/264-0-0/hr_svc_migrate_to_hr_service.md --> # Migrate to HR Service Set up licenses, permissions, and migration tooling to migrate Work.com employee data to HR Service. 1. Enable required licenses and permission sets: 1. Enable Data Cloud addon license: GenieDataPlatformStarter. 2. Add these licenses: SvcCloudEmpHubEmpUsrAddOn, UnifiedEmployeeAddOn, SvcCloudEmpHubHrStdAddOn. 3. Assign the Employee Hub Unified Employee User permission set to all your work.com Employee users. 4. Add the EmployeeManagement permission set license to the Admin user. 5. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 6. Select the Data Cloud Salesforce Connector permission set. 2. Set Field Level Security for the Employee Object: 1. From Setup, go to the Object Manager tab. 2. From the list of objects, select **Employee**. 3. From the left pane, select **Fields & Relationships**. 4. Select the EmployeeNumber field. 5. Click **Set Field Level Security**. 6. Select **Visible** for Analytics Cloud Integration User, then click **Save**. 7. Repeat steps d through f for these fields: EmployeeStatus, StatusAsOf, WorkerType. 3. Set up the data processing engine: 1. From Setup, in the Quick Find box, enter Data Processing Engine and then select **Data Processing Engine**. 2. Select Migrate Work.com Employees to HR Service. You can edit this template to add and remove fields in the Person Account or Employee2 records. 3. From the Save dropdown, select **Save As**. 4. Enter the template name and description, then save your changes. 5. Activate the data processing engine (DPE). You can edit this DPE to add or remove fields. Read more about how DPE works at [Data Processing Engine](https://help.salesforce.com/s/articleView?language=en_US&id=ind.dpe_intro.htm). 4. Install the flow from the template: 1. From Setup, in the Quick Find box, enter Flows and then under Process Automation, select **Flows**. 2. On the Flows page, click **New Flow**. 3. In the New Automation window, Under Frequently Used, click **View All Automations**. 4. Search for and select the Migrate Work.com Employees to HR Service template. 5. Enter the flow label, API name, and the DPE API name created in step 3.d, then click **Next**. 6. Provide an app name, then click **Create**. 5. From Setup, in the Quick Find box, enter Flows and then under Process Automation, select **Flows**. 6. From the list of flows, open the flow you created at step 9.c. 7. Run the flow. This action starts the migration process. The DPE creates a data stream named Employee\_Home. 8. From Data Streams, select **Employee\_Home**. 9. Click **Refresh Now**, select **Full Refresh**, and then click **Refresh Now**. 10. Monitor and troubleshoot migration: 1. From Setup, in the Quick Find box, enter Monitor Workflow Services and then under Workflow Services, select **Monitor Workflow Services**. 2. Select the DPE running instance. The Tasks tab shows the jobs and the Failed Writeback Records tab shows any failures. <!-- document id=cb521ae7cfb5c018d85af4e03a59fd1bd8aacf1445961e924ef0b489570781e9 url=/admin/current/en-us/service/264-0-0/ideas_community_app.md --> # Migrate to the Community Application If your organization enabled Ideas before the Winter '10 release, we recommend that you migrate to the new Community application. The Community application replaces the Ideas application in the Lightning Platform app menu and includes the Ideas and Answers tabs. Answers is a feature of the Community application that enables users to ask questions and have community members post replies. Community members can then vote on the helpfulness of each reply, and the person who asked the question can mark one reply as the best answer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12558e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12558e54 ">To customize Ideas settings: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12558e54 ">Customize Application</td> </tr> </tbody> </table> ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning When you migrate to the Community application, you cannot return to the old Ideas application. The Ideas tab with all your existing data is still available in the new Community application. To migrate to the Community application: 1. From Setup, enter Ideas Settings in the Quick Find box, then select **Ideas Settings**. The Community message appears at the top of the Ideas Settings page. If the Community message does not appear, the Community application is already enabled for your organization. 2. Click **Enable** below the Community message. Salesforce checks your organization for any custom objects named Community. If such an object exists, you must delete or rename the object before enabling the Community app. 3. Click **Enable** when Salesforce confirms it's OK to migrate to the Community application. - **[View Activity for Ideas and Questions](https://help.salesforce.com/s/articleView?id=service.ideas_community_activity_profile.htm&release=264.0.0&type=5)** In an Experience Cloud site, activity statistics for Ideas and Questions appear on your profile page. Others can visit your profile and learn about your participation. Counted activities include things like how many posts you’ve made and how many likes you’ve received. <!-- document id=52d0c678e725d513a425ef4ae3a1fa1006130950531c0dcfe38f0bdf172b389f url=/admin/current/en-us/service/264-0-0/hr_svc_migrate_to_uel.md --> # Migrate to UEL Migrate your Customer Community Plus (CCP) users to the Unified Employee License (UEL). 1. From Setup, in the Quick Find box, enter Unified Employee License Migration, and then select **Unified Employee License Migration**. 2. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note After you turn on Unified Employee License Migration, you can't turn it off. When it's turned on, all new employees use the Unified Employee license, and you can’t add Customer Community Plus employees. Make sure you have performed pre-migration configurations. Enabling the Unified Employee License migration causes **system downtime** during which employees can’t log in. Turn on Unified Employee License Migration. 3. Review the information and click **Enable**. 4. On the Unified Employee License Migration page, click **Start Migration**. 5. Review the information and click **Next**. 6. Configure your migration by selecting Original Profile (profile to migrate from), New Profile (profile to migrate to), then click **Start Migration**. 7. Review the progress of your migration under Track Migration Status. 8. [Validate your migration.](https://help.salesforce.com/s/articleView?id=service.hr_svc_uel_migr_troubleshooting.htm&release=264.0.0&type=5 "While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration:") <!-- document id=7b94f4ce24d890d913197b2d09d0e324a22b717d3f0eefd7465020ea746f425e url=/admin/current/en-us/service/264-0-0/hr_svc_migration_faqs.md --> # Migration FAQs Review common questions about migrating from Work.com to HR Service, including feature parity, licensing, phased rollout support, and data model behavior. - **Why should I migrate?** HR Service represents a comprehensive redesign of Work.com. By migrating, you can unlock a unified employee experience with strong functional parity for core workflows. This includes moving to modern features like the Unified Employee Portal, HR Service Desk, Agentforce Agents, and an integrated Service Catalog , all while leveraging an updated and robust data model. - **Are all Work.com features available in HR Service?** This table compares current Work.com features with corresponding HR Service features. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Work.com and HR Service Feature Comparison"> <caption>Work.com and HR Service Feature Comparison</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92138e55">Work.com Features</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92138e58">Corresponding HR Service Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Employee Workspace (Portal)</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Unified Employee Portal</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Employee Concierge (HR Desk)</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">HR Service Desk</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Employee Concierge Bot</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Agentforce Agents</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">HR Service Center (Workflows & Approvals)</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Out-of-the-box Approval Workflows</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Employee Service Catalog</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Unified Catalog</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Shift Management</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Not Available</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Workplace Strategy Planner</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Not Available</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Digital Trust Cards</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Not Available</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Queue Management</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Not Available</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Wellness Check</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Not Available</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Broadcast Messaging</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 ">Campaign Management (needs configuration)</td> </tr> <tr class=""> <td data-label="Work.com Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e55 ">Legacy Employee data records</td> <td data-label="Corresponding HR Service Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d92138e58 "> <ul> <li> <p>Employee2 entity</p> </li> <li> <p>Standard Person Accounts</p> </li> </ul> </td> </tr> </tbody> </table> - **Can a Work.com customer buy AI Agent for Employee as a standalone SKU?** Yes. Customers can buy it as a standalone SKU. However, because this SKU uses the Agentforce User License (AUL), Work.com migration is not supported. As a result, new users must be created, and historical data (such as past cases) is not preserved. The migration tool is designed to prevent this data loss, which is why the LPP or LPS path is recommended. - **With which SKUs is Work.com migration available?** Work.com migration is available only with the Lightning Platform Plus (LPP) and Lightning Platform Starter (LPS) SKUs. To use HR Service features, customers must also purchase the AI Agent for Employee add-on. - **Is there a path possible to move an employee from PUL to UEL?** No. There is currently no direct path to move an employee from Platform User License (PUL) to Unified Employee License (UEL). The existing migration tool is designed for the Employee-to-Employee 2 data model migration and does not support license migration. - **What AddOn license is required to access the migration tooling?** To successfully set up, run, and manage the visual Data Processing Engine (DPE) migration tool, the following licenses are required: - Admin Migration License: The admin user running the migration must have the EmployeeManagement Permission Set License (PSL). - Prerequisite License Check: Ensure that your organization already possesses the underlying EmployeeManagementAddOn license. - **Is phased migration possible?** Phased migration is fully supported. The migration strategy is built explicitly on a dual data model strategy / data coexistence model. Because the new Employee2 records maintain a backend foreign-key lookup directly to your legacy Employee records , backward compatibility is preserved. Legacy Work.com objects remain completely intact and active , allowing you to safely transition users and operations in phases over time without disrupting existing business logic, reporting, or integrations. - **What happens to existing manager data and assignments?** Organizational hierarchy is preserved automatically. Manager assignments and updates for the new Employee2 records are completely handled by an integrated manager provisioning batch job. - **What happens to the existing Work.com data models?** Existing data architectures are preserved but isolated: - Legacy Work.com objects are not restructured or overwritten. - They remain intact as historical records, while HR Service exclusively uses the new Employee2-based data model. - **Will custom components work after migration?** No. Custom components do not work automatically after migration. Customers must replace deprecated Work.com features with supported HR Service features. For custom components, customers must test and validate post-migration behavior; in some cases, no equivalent replacement may be available. <!-- document id=33cf39aa28a168a4ab9d65146791f3030d9691604899736b6cf6f89f62f21901 url=/admin/current/en-us/service/264-0-0/es_migration_from_workdotcom_to_employee_service.md --> # Migration from Work.com to HR Service (For CCP Users) HR Service is a comprehensive redesign of Work.com. Switching from Work.com to HR Service involves data migration from the Work.com data model to the HR Service data model. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Work.com vs. HR Service Data Model](https://help.salesforce.com/s/articleView?id=service.es_work_com_vs_employee_service_data_model.htm&release=264.0.0&type=5)** Review the differences between the Work.com and HR Service data models. - **[Work.com to HR Service Migration Approaches](https://help.salesforce.com/s/articleView?id=service.es_migration_approaches.htm&release=264.0.0&type=5)** Follow a migration approach that suits your scenarios and organizational needs. - **[Implement a Work.com to HR Service Migration Approach](https://help.salesforce.com/s/articleView?id=service.es_implement_your_migration_approach.htm&release=264.0.0&type=5)** Implement a migration approach by using an existing Workday or custom MuleSoft integration, CSV import, or a custom implementation that uses Data Processing Engine, DBScript, or any job. - **[Guiding Employees Through Work.com to HR Service Migration](https://help.salesforce.com/s/articleView?id=service.es_guiding_employees_through_migration.htm&release=264.0.0&type=5)** Provide adequate guidance to your employees and successfully take them through the migration process. <!-- document id=6a3c26cbf5b1accb1472e6eb51f98712ddf3ee0c5fb1e8d4efef69b282b8cea5 url=/admin/current/en-us/service/264-0-0/hr_svc_migration_prerequisites.md --> # Migration Prerequisites Follow these steps to add a custom field on the Account object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, go to the Object Manager tab. 2. From the list of objects, select **Account**. 3. From the left pane, select **Fields & Relationships**. 4. Click **New**. 5. Select Text as the data type, then click **Next**. 6. Enter EmployeeNumber as Field Label and Field Name. 7. Select the External ID checkbox, then click **Next**. 8. Click **Next** and save your changes. <!-- document id=608e35bcf917f9f86f7a6e711c6a55bac04553fc02b5dfabfb8b124cee5ad471 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_actions_overview.md --> # Milestone Actions Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For example, you can create a milestone action that: - Sends an email alert to certain users an hour before a First Response milestone is near violation - Updates certain fields on a case one minute after a First Response milestone successfully completes You can add three types of actions to milestones: | Action Type | Description | | --- | --- | | ![Success action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/confirm16.png) Success Actions | The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late. | | ![warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/warning16.png) Warning Actions | The actions to take when a milestone is near violation. | | ![violation action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/error16.png) Violation Actions | The actions to take when a milestone is violated. | You can automate these actions for each action type: | Workflow Action | What It Does | Example | | --- | --- | --- | | New Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. | | New Email | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. | | New Field Update | Define a field update | Update the case Priority field to High when a First Response milestone is near violation. | | New Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. | | New Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. | | Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. | Things to consider while using milestone actions: - Time trigger action calculations don’t account for a case’s milestone business hours. - Field updates temporarily lock a case and can trigger automation such as case assignment rules. Field updates have a processing time limit of 10 seconds. Longer updates fail without an error. Reasons for this type of failure include updates to a field that’s already locked or complex business logic that runs longer than 10 seconds. - Warning and Violation actions don’t honor the business hours for the minutes, hours, and days, before or after the milestone target date. These actions are converted into minutes on a 24-hour clock, and don’t use business hours. - Avoid configuring milestone actions to execute at the same time as case creation or case update. Doing so may cause inconsistent results. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Acme has their business hours set to 8 hours a day for 5 days a week (Monday though Friday). In minutes, that’s 480 minutes per day. They have a milestone with a time trigger of 1,919 minutes, which is four full business days. 5,760 minutes is four 24-hour days. They defined a warning action time trigger as "2 Days Before". Here, that means 2,880 minutes before the milestone target date. A case comes in that meets the milestone entry criteria on Monday at 9 AM. The target date for the case is 16:59 PM on the coming Thursday. Because the warning action uses a 24-hour clock, the warning must be issued 2,880 minutes, or six business days, beforehand. Given this setup requires the warning to be issued in the past, or on the previous Thursday, the warning action executes immediately. #### See Also - [Add a Milestone Action to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_actions.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.") - [Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5 "Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.") - [How a Record Moves Through an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5 "When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process.") <!-- document id=c1337cd2b0ebf2947fd1e993af1e2570b342890db1e5d0582e2a6d3da3395e68 url=/admin/current/en-us/service/264-0-0/sla_milestones_actions_overview.md --> # Milestone Actions Milestone actions are time-dependent workflow actions that occur on milestones in an SLA policy. Actions can be added to milestones after the milestone is added to an SLA policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For example, you can create a milestone action that: - Sends an email alert to certain users an hour before a First Response milestone is near violation - Updates certain fields on a case one minute after a First Response milestone successfully completes You can add three types of actions to milestones: | Action Type | Description | | --- | --- | | ![Success action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/confirm16.png) Success Actions | The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late. | | ![warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/warning16.png) Warning Actions | The actions to take when a milestone is near violation. | | ![violation action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/error16.png) Violation Actions | The actions to take when a milestone is violated. | You can automate these actions for each action type: | Workflow Action | What It Does | Example | | --- | --- | --- | | Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. | | Email Alert | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. | | Field Update | Define a field update | Update the case Priority field to `High` when a First Response milestone is near violation. | | Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. | | Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. | | Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. | Things to consider while using milestone actions: - Time trigger action calculations don’t account for a case’s milestone business hours. - Field updates temporarily lock a case and can trigger automation such as case assignment rules. Field updates have a processing time limit of 10 seconds. Longer updates fail without an error. Reasons for this type of failure include updates to a field that’s already locked or complex business logic that runs longer than 10 seconds. - Warning and Violation actions don’t honor the business hours for the minutes, hours, and days, before or after the milestone target date. These actions are converted into minutes on a 24-hour clock, and don’t use business hours. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Acme has their business hours set to 8 hours a day for 5 days a week (Monday though Friday). In minutes, that’s 480 minutes per day. They have a milestone with a time trigger of 1,919 minutes, which is four full business days. 5,760 minutes is four 24-hour days. They defined a warning action time trigger as "2 Days Before". Here, that means 2,880 minutes before the milestone target date. A case comes in that meets the milestone entry criteria on Monday at 9 AM. The target date for the case is 16:59 PM on the coming Thursday. Because the warning action uses a 24-hour clock, the warning must be issued 2,880 minutes, or six business days, beforehand. Given this setup requires the warning to be issued in the past, or on the previous Thursday, the warning action executes immediately. <!-- document id=1f09fd43e6fac1be469d33a275fd29f25ee8ee730fd6a881ee1940fe9dd4ba3d url=/admin/current/en-us/service/264-0-0/entitlements_milestone_sequential_recurrence.md --> # Milestone Recurrence Types When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> There are three milestone recurrence types in Salesforce: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d144985e65">Recurrence Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d144985e68">What It Means</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d144985e71">How the Start Date is Determined</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d144985e74">Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e65 "> No Recurrence</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e68 ">The milestone only occurs once on the support record*.</td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e71 ">The Start Date is the time when the milestone criteria are met on the record.</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e74 "> <p>“First Response”</p> <p style="margin-bottom:0;">“Resolution Time”</p> </td> </tr> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e65 ">Independent</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e68 "> <p>The milestone occurs whenever the milestone criteria match the record criteria. </p> <p style="margin-bottom:0;">Only one occurrence of an independently recurring milestone can be active at a time.</p> </td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e71 ">The Start Date is the time when the milestone criteria are met on the record, regardless of when the previous occurrence was completed.</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e74 ">“Response Time”</td> </tr> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e65 ">Sequential</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e68 "> <p>The milestone occurs on repeat whenever the milestone criteria match the record criteria. </p> <p style="margin-bottom:0;">Only one occurrence of a sequentially recurring milestone can be active at a time.</p> </td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e71 "> <p>For the first occurrence, the Start Date is the time when the milestone criteria are met on the case.</p> <p>For future occurrences:</p> <ul> <li>The Start Date is the time when the milestone criteria are met on the record, as long as it’s later than the previous occurrence’s Target Date.</li> <li>If an occurrence is completed <em>before</em> its Target Date and the milestone criteria are met on the record again, the next occurrence starts at the previous occurrence’s Target Date.</li> <li>If an occurrence is completed <em>after</em> its Target Date, the next occurrence’s Start Date is the time when the milestone criteria are met on the record.</li> </ul> </td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d144985e74 ">“Customer Contact Made”</td> </tr> </tbody> </table> \*In these definitions, a support record includes cases and work orders. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example No Recurrence Type A milestone named “Resolution Time” is set up to ensure that cases are resolved within 4 hours. The milestone has one criterion: Case: Status EQUALS New,Working,Escalated. Here’s how this milestone can be used: 1. At 10 a.m., a case is created whose Status is New, causing the milestone criteria to match the case criteria. 2. The “Resolution Time” milestone is automatically created with these settings: - Start Date = 10 a.m. (the current time) - Target Date = 2 p.m. (4 hours from the Start Date) 3. At 1 p.m., the support rep resolves the customer’s issue and closes the case, and the milestone is marked complete. Independent A milestone named “Engineer Solution Proposed” is set up to track case escalation to Engineering. When this milestone occurs, the support rep expects a proposed solution from Engineering within 4 hours. The milestone has one criterion: “Case: Status EQUALS Waiting on Engineer” (a custom status). Here’s how this milestone can be used: 1. At 10 a.m., the support rep escalates a case to Engineering, causing the milestone criteria to match the case criteria. 2. An occurrence of the “Engineer Solution Proposed” milestone is automatically created with these settings: - Start Date = 10 a.m. (the current time) - Target Date = 2 p.m. (4 hours after the Start Date) 3. At 11 a.m., well before the Target Date, an engineer proposes a solution that’s sent to the customer. The milestone is marked complete manually or via a workflow. If the proposed solution works, there may be no other occurrences of the “Engineer Solution Proposed” milestone on the case. However, if the solution doesn’t solve the customer’s issue, another occurrence would be created: 1. At 1 p.m., the support rep re-escalates the case to Engineering, causing the milestone criteria to match the case criteria. 2. A second occurrence of the “Engineer Solution Proposed” milestone is created with these settings: - Start Date = 1 p.m. (the current time) - Target Date = 5 p.m. (4 hours after the Start Date) The case now has two “Engineer Solution Proposed” milestones: - One completed milestone that started at 10 a.m. - One incomplete milestone that started at 1 p.m. and has a Target Date of 5 p.m. The milestone can recur as many times as necessary until the entitlement process is completed. Sequential A milestone named “Customer Contact Made” is set up to track daily contact with a customer as part of an SLA. When this milestone occurs, the support rep has 24 hours to communicate with the customer. Here’s how this milestone can be used: 1. At 10 a.m. on Monday, a case is created whose entitlement process includes the “Customer Contact Made” milestone. The milestone has these settings: - Start Date = 10 a.m. Monday (the current time) - Target Date = 10 a.m. Tuesday (24 hours after the Start Date) 2. At 11 a.m. on Monday, the support rep communicates with the customer. This means that the milestone can be marked complete, and milestone’s second occurrence is created. However, because the previous occurrence’s Target Date is still in the future, the Start Date of the second occurrence is 10 a.m. Tuesday. The case now has two “Customer Contact Made” milestones: - One completed milestone that started at 10 a.m. Monday - One incomplete milestone that is scheduled to start at 10 a.m. Tuesday with a Target Date of 10 a.m. Wednesday If the support rep communicates with the customer multiple times on Monday, it doesn’t affect the Tuesday milestone. #### See Also - [Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5 "Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.") - [Add a Milestone to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5 "Add milestones to entitlement processes to define required steps in your support process.") <!-- document id=3b6e38f58996fd5dae25a3800ec000226109ad7c6b443ac728197ab6b1fc57e2 url=/admin/current/en-us/service/264-0-0/sla_milestone_sequential_recurrence.md --> # Milestone Recurrence Types When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> There are three milestone recurrence types in Salesforce: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e62">Recurrence Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e65">What It Means</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e68">How the Start Date is Determined</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138615e71">Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 "><strong>Recurrence Type</strong></td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 "><strong>What It Means</strong></td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 "><strong>How the Start Date is Determined</strong></td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 "><strong>Examples</strong></td> </tr> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 ">No Recurrence</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 ">The milestone only occurs once on the support record*.</td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 ">The Start Date is the time when the milestone criteria are met on the record.</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 "> <p>“First Response”</p> <p style="margin-bottom:0;">“Resolution Time”</p> </td> </tr> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 ">Independent</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 "> <p>The milestone occurs every time the milestone criteria is met, and SLA targets are independent for the repeat milestones.</p> <p style="margin-bottom:0;">Only one occurrence of an independently recurring milestone can be active at a time.</p> </td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 ">The Start Date is the time when the milestone criteria are met on the record, regardless of when the previous occurrence was completed.</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 ">“Engineer Solution Proposed”</td> </tr> <tr class=""> <td data-label="Recurrence Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e62 ">Sequential</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e65 "> <p>The milestone occurs every time the milestone criteria is met, but the second SLA target countdown doesn’t begin until the previous SLA target date is reached.</p> <p style="margin-bottom:0;">Only one occurrence of a sequentially recurring milestone can be active at a time.</p> </td> <td data-label="How the Start Date is Determined" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e68 "> <p>For the first occurrence, the Start Date is the time when the milestone criteria are met on the case.</p> <p>For future occurrences:</p> <ul> <li> <p>The Start Date is the time when the milestone criteria are met on the record, as long as it’s later than the previous occurrence’s Target Date.</p> </li> <li> <p>If an occurrence is completed <em>before</em> its Target Date and the milestone criteria are met on the record again, the next occurrence starts at the previous occurrence’s Target Date.</p> </li> <li> <p>If an occurrence is completed <em>after</em> its Target Date, the next occurrence’s Start Date is the time when the milestone criteria are met on the record.</p> </li> </ul> </td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d138615e71 ">You may use this milestone type when you’re trying to enforce SLAs for repeat customer touchpoints. </td> </tr> </tbody> </table> \*In these definitions, a support record includes cases and work orders. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example No Recurrence Type A milestone named “Resolution Time” is set up to ensure that cases are resolved within 4 hours. The milestone has one criterion: Case: Status EQUALS New,Working,Escalated. Here’s how this milestone can be used: 1. At 10 a.m., a case is created whose Status is New, causing the milestone criteria to match the case criteria. 2. The “Resolution Time” milestone is automatically created with these settings: - Start Date = 10 a.m. (the current time) - Target Date = 2 p.m. (4 hours from the Start Date) 3. At 1 p.m., the support rep resolves the customer’s issue and closes the case, and the milestone is marked complete. Independent A milestone named “Engineer Solution Proposed” is set up to track case escalation to Engineering. When this milestone occurs, the support rep expects a proposed solution from Engineering within 4 hours. The milestone has one criterion: “Case: Status EQUALS Waiting on Engineer” (a custom status). Here’s how this milestone can be used: 1. At 10 a.m., the support rep escalates a case to Engineering, causing the milestone criteria to match the case criteria. 2. An occurrence of the “Engineer Solution Proposed” milestone is automatically created with these settings: - Start Date = 10 a.m. (the current time) - Target Date = 2 p.m. (4 hours after the Start Date) 3. At 11 a.m., well before the Target Date, an engineer proposes a solution that’s sent to the customer. The milestone is marked complete manually or via a workflow. If the proposed solution works, there may be no other occurrences of the “Engineer Solution Proposed” milestone on the case. However, if the solution doesn’t solve the customer’s issue, another occurrence would be created: 1. At 1 p.m., the support rep re-escalates the case to Engineering, causing the milestone criteria to match the case criteria. 2. A second occurrence of the “Engineer Solution Proposed” milestone is created with these settings: - Start Date = 1 p.m. (the current time) - Target Date = 5 p.m. (4 hours after the Start Date) The case now has two “Engineer Solution Proposed” milestones: - One completed milestone that started at 10 a.m. - One incomplete milestone that started at 1 p.m. and has a Target Date of 5 p.m. The milestone can recur as many times as necessary until the entitlement process is completed. Sequential A milestone named “Customer Contact Made” is set up to track daily contact with a customer as part of an SLA. When this milestone occurs, the support rep has 24 hours to communicate with the customer. Here’s how this milestone can be used: 1. At 10 a.m. on Monday, a case is created whose entitlement process includes the “Customer Contact Made” milestone. The milestone has these settings: - Start Date = 10 a.m. Monday (the current time) - Target Date = 10 a.m. Tuesday (24 hours after the Start Date) 2. At 11 a.m. on Monday, the support rep communicates with the customer. This means that the milestone can be marked complete, and milestone’s second occurrence is created. However, because the previous occurrence’s Target Date is still in the future, the Start Date of the second occurrence is 10 a.m. Tuesday. The case now has two “Customer Contact Made” milestones: - One completed milestone that started at 10 a.m. Monday - One incomplete milestone that is scheduled to start at 10 a.m. Tuesday with a Target Date of 10 a.m. Wednesday If the support rep communicates with the customer multiple times on Monday, it doesn’t affect the Tuesday milestone. <!-- document id=72be6e3ca397400ce6d241a82a75c57517e8e26bda6ac2248aef6e8f12f47e9c url=/admin/current/en-us/service/264-0-0/entitlements_milestones_statuses.md --> # Milestone Statuses Milestones on support records display one of three statuses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> | Status | What It Means | Example | | --- | --- | --- | | Compliant | Milestones on the record are either complete or not in violation. New records display as compliant because they're not in violation. | The first response on a case is complete or not in violation. | | Open Violation | One or more milestones on the record have been violated, and steps in the support process are incomplete. | The assigned support rep didn’t complete the first response on a case before the milestone expired. | | Closed Violation | One or more milestones on the record were violated, but the steps in the support process were still completed. | The assigned support rep completed the first response on a case after the milestone expired. | The status icons you see differ based on where the milestone appears and whether you’re in Salesforce Classic or Lightning Experience. In Salesforce Classic, milestones display in the following locations. - On the Milestone Status Icon field and Case Milestones related list: - Compliant: ![Milestone compliant icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_iscompleted.gif) - Open Violation: ![Milestone open violation icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_isviolated.png) - Close Violation: ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/warning16.png) - In the milestone tracker: - Completed: ![Milestone completed icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/list_green.png) - Violated: ![Milestone violated icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/list_red.png) In Lightning Experience, milestones display in the Milestone component. - Completed: ![Milestone completed icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_completed_lex.png) - Violated: ![Milestone violated icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_violated_lex.png) If milestone feed items are enabled, icons also display in the feed. Remember that these feed item icons are different in Salesforce Classic and Lightning Experience. #### See Also - [Work with Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_overview.htm&release=264.0.0&type=5 "Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them.") - [Add a Milestone to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5 "Add milestones to entitlement processes to define required steps in your support process.") - [Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5 "Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process.") <!-- document id=b262b21397cd5d680eb96bbd20a31d75f60dcedae579c80c67555530a3754de8 url=/admin/current/en-us/service/264-0-0/sla_milestones_statuses.md --> # Milestone Statuses Milestones on support records display one of three statuses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e57">Status</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e60">What It Means</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193107e63">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 "> Compliant</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 "> <p>Milestones on the record are either complete or not in violation.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-warning"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png" alt="Important"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Important</span> New records display as compliant because they're not in violation.</div> </div> </div> </td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The first response on a case is complete or not in violation.</td> </tr> <tr class=""> <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 ">Open Violation</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 ">One or more milestones on the record have been violated, and steps in the support process are incomplete.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The assigned support rep didn’t complete the first response on a case before the milestone expired.</td> </tr> <tr class=""> <td data-label="Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e57 ">Closed Violation</td> <td data-label="What It Means" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e60 ">One or more milestones on the record were violated, but the steps in the support process were still completed.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d193107e63 ">The assigned support rep completed the first response on a case after the milestone expired.</td> </tr> </tbody> </table> The status icons you see differ based on where the milestone appears and whether you’re in Salesforce Classic or Lightning Experience. In Lightning Experience, milestones display in the Milestone component: - Completed: ![Milestone completed icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_completed_lex.png) - Violated: ![Milestone violated icon in Lightning Experience](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_milestone_violated_lex.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For a list of Lightning Experience limitations related to milestones, see [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features."). If milestone feed items are enabled, icons also display in the feed. Remember that these feed item icons are different in Salesforce Classic and Lightning Experience. <!-- document id=0fba4d3ce6af4af4ce0dc43805e7ed47d04e82db46fefc8c750864f74c9db993 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_timer_behavior.md --> # Milestone Stop and Resume Behavior Learn how to start and resume milestones and how milestones work within an entitlement process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you use milestones and entitlement processes, make sure that the Entitlement Process End Time field is added to the record page layout. ## General Rule for Milestone Timers The milestone timer stops based on the first action taken to stop it and not the most recent one. ## Stop a Milestone Timer Manually Support reps can choose to manually stop a record’s milestone timer by selecting either **Is Stopped** or **Incident Paused**, depending on the object. The milestone timer records the time when the checkbox was selected. ## Resume a Milestone Timer Manually If the record hasn’t exited the entitlement process and the milestone timer was previously stopped manually, a support rep can resume the milestone timer by deselecting the **Is Stopped** or **Incident Paused** checkbox. ## Stop a Milestone Timer with an Entitlement Process When a record exits an entitlement process and the milestone timer wasn’t already manually stopped, the milestone timer is stopped at the time that the record exits the process. If a record exits the entitlement process, but a user clicks **Is Stopped** or **Incident Paused** afterwards, the milestone timer stops at the time that the entitlement exits and not when the checkbox is selected. ## Resume a Milestone Timer with an Entitlement Process If the record reenters the entitlement process and the milestone timer wasn’t previously stopped manually, the timer resumes from the time that the record exited the entitlement process. ## Milestone Timers Ignore Stops After the Milestone Target Date Is Violated When a record violates the milestone timer’s target date, the milestone timer calculates the amount of time that the milestone is overdue. Milestone timers count the total amount of time after the milestone is violated, regardless of whether the timer was stopped after the violation. If a user selects **Is Stopped** or **Incident Paused** after the milestone is in violation, the timer appears to be paused at the time that it was stopped, but if the checkbox is deselected, the timer also includes the period where it was paused. For example, a milestone timer is stopped 20 seconds after it’s in violation. After 20 more seconds, the support rep resumes the timer, which now reflects a 40-second violation. ## Milestone Timers Inside and Outside Of Business Hours Milestones operate according to the business hours defined in entitlement management, which means the milestone date and time is calculated based on business hours. The milestone timer pauses outside of business hours. If a milestone starts at 4:30 PM with a 60-minute time trigger, and business hours are from 9:00 AM to 5:00 PM every day, only 30 minutes are counted on the same day (until 5:00 PM). The remaining 30 minutes timer resumes when business hours start again at 9:00 AM the next day, making the final target date and time 9:30 AM the next day. If a milestone is stopped and restarted inside of business hours, the timer resumes where it left off. For example, if the timer stopped with 10 hours and 5 minutes left and was paused for 5 minutes, when it resumes it has 10 hours and 5 minutes left. The target date is updated, as the paused duration is added to the original target date. If a milestone is stopped and restarted outside of business hours, the amount of time that passes while it’s paused gets deducted from the timer. For example, if the timer stopped with 10 hours and 15 minutes left and was paused for 5 minutes, when it resumes it has 10 hours and 10 minutes left. <!-- document id=060dc693abfb2d6c264a29d9fc981c1ec817d80909e3d8da8755aaef2458f87a url=/admin/current/en-us/service/264-0-0/sla_milestones_timer_behavior.md --> # Milestone Stop and Resume Behavior Learn how to start and resume milestones and how milestones work within an SLA policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you use milestones and SLA policies, make sure that the SLA policy End Time field is added to the record page layout. ## General Rule for Milestone Timers The milestone timer stops based on the first action taken to stop it and not the most recent one. ## Stop a Milestone Timer Manually Support reps can choose to manually stop a record’s milestone timer by selecting either **Is Stopped** or **Incident Paused**, depending on the object. The milestone timer records the time when the checkbox was selected. ## Resume a Milestone Timer Manually If the record hasn’t exited the SLA policy and the milestone timer was previously stopped manually, a support rep can resume the milestone timer by deselecting the **Is Stopped** or **Incident Paused** checkbox. ## Stop a Milestone Timer with an SLA Policy When a record exits an SLA policy and the milestone timer wasn’t already manually stopped, the milestone timer is stopped at the time that the record exits the process. If a record exits the SLA policy, but a user clicks **Is Stopped** or **Incident Paused** afterwards, the milestone timer stops at the time that the entitlement exits and not when the checkbox is selected. ## Resume a Milestone Timer with an SLA Policy If the record reenters the SLA policy and the milestone timer wasn’t previously stopped manually, the timer resumes from the time that the record exited the SLA policy. ## Milestone Timers Ignore Stops After the Milestone Target Date Is Violated When a record violates the milestone timer’s target date, the milestone timer calculates the amount of time that the milestone is overdue. Milestone timers count the total amount of time after the milestone is violated, regardless of whether the timer was stopped after the violation. If a user selects **Is Stopped** or **Incident Paused** after the milestone is in violation, the timer appears to be paused at the time that it was stopped. However, if the checkbox is deselected, the timer also includes the period where it was paused. For example, a milestone timer is stopped 20 seconds after it’s in violation. After 20 more seconds, the support rep resumes the timer, which now reflects a 40-second violation. ## Milestone Timers Inside and Outside Of Business Hours Milestones operate according to the business hours defined in SLA management, which means the milestone date and time is calculated based on business hours. The milestone timer pauses outside of business hours. If a milestone starts at 4:30 PM with a 60-minute time trigger, and business hours are from 9:00 AM to 5:00 PM every day, only 30 minutes are counted on the same day (until 5:00 PM). The remaining 30 minutes timer resumes when business hours start again at 9:00 AM the next day, making the final target date and time 9:30 AM the next day. If a milestone is stopped and restarted inside of business hours, the timer resumes where it left off. For example, if the timer stopped with 10 hours and 5 minutes left and was paused for 5 minutes, when it resumes it has 10 hours and 5 minutes left. The target date is updated, as the paused duration is added to the original target date. If a milestone is stopped and restarted outside of business hours, the amount of time that passes while it’s paused gets deducted from the timer. For example, if the timer stopped with 10 hours and 15 minutes left and was paused for 5 minutes, when it resumes it has 10 hours and 10 minutes left. <!-- document id=70db579766513291f98186eff35476a447e96eb9168109da21ac70f8d1a1bc63 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_parent.md --> # Milestones Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> An entitlement process can have up to 10 milestones. You can set up a milestone to occur once in an entitlement process, or to recur until the entitlement process exits. Here’s how milestones fit into your support process: ![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_process_set_up.png) Before using milestones in your support process, review [Milestone Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating milestones. And it’s fun! To get started, see [Entitlement Management](https://trailhead.salesforce.com/en/module/entitlements). - **[Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5)** Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders. - **[Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&release=264.0.0&type=5)** Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types. <!-- document id=ce1e0f50e5d97717cdbb1db5dcfa134083bfb6801525d2b52be8d8c16810b293 url=/admin/current/en-us/service/264-0-0/sla_milestones_parent.md --> # Milestones Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to SLA policies to ensure that support reps resolve support records correctly and on time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> An SLA policy can have up to 10 milestones. You can set up a milestone to occur once in an SLA policy, or to recur until the SLA policy exits. Here’s how milestones fit into your support process: ![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/sla_policy_setup.png) Before using milestones in your support process, review [Milestone Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features."). - **[Set Up SLA Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_setup.htm&release=264.0.0&type=5)** SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders. - **[Work with SLA Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_overview.htm&release=264.0.0&type=5)** SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types. <!-- document id=8960c12830b0914dc4941663ddb20839e791715f40c1cd288001f97900558087 url=/admin/current/en-us/service/264-0-0/entitlements_supported_objects.md --> # Milestones: Supported Objects Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> What types of records can I add milestones to? - Cases - Work orders - Incidents How do I add milestones to a record? Here are the general steps you’ll follow: 1. Create “master” milestones in Setup that represent required steps in your support process. 2. Add the milestones to an entitlement process, which is a customizable timeline of milestones. 3. Apply the entitlement process to a customer entitlement. When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—is automatically applied to the record. To learn more, see [Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5 "Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders."). Can I use the same entitlement for work orders and cases? If the entitlement has an entitlement process associated with it, don’t use the entitlement for multiple types of support records. Every entitlement process has a type—Case or Work Order—and a process only works on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the process doesn’t run on the work order. When I create a milestone, can I add it to both types of entitlement processes? Yes. For example, if you create a First Response milestone in Setup, you can add it to both Case and Work Order entitlement processes. How do I set the type of an entitlement process? You select the type when you create the entitlement process. Entitlement processes created before Summer ’16 use the Case type. You can see an entitlement process’s type on its detail page. Can I change the type of an entitlement process? No. Once an entitlement process is created, all its versions must use the same type. Want to make the most of a particularly awesome entitlement process? Remember that you can easily create a similar process of a different type using the same milestones. Are milestones supported in Lightning Experience? Milestones are available in Lightning Experience with some limitations. For details, see [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features."). Where do I manage milestones in my org? - View and create milestones from the Milestones node in Setup under Entitlement Management. - Manage case milestone page layouts and validations rules from the Case Milestones node in Setup. - Manage work order milestone page layouts and validation rules from the Object Milestones node in Setup. <!-- document id=053605d2c9a9995a0a2c57fda9cf47f012bc579ed873dd748fcd32ff995b6cfd url=/admin/current/en-us/service/264-0-0/sla_milestones_supported_objects.md --> # Milestones: Supported Objects Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> What types of records can I add milestones to? - Cases - Work orders - Incidents How do I add milestones to a record? Here are the general steps you’ll follow: 1. Create “master” milestones in Setup that represent required steps in your support process. 2. Add the milestones to an entitlement process, which is a customizable timeline of milestones. 3. Apply the entitlement process to a customer entitlement. When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—is automatically applied to the record. To learn more, see [Set Up SLA Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_setup.htm&release=264.0.0&type=5 "SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders."). Can I use the same entitlement for work orders and cases? If the entitlement has an SLA policy associated with it, don’t use the entitlement for multiple types of support records. Every SLA policy has a type—Case or Work Order—and a policy only works on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the policy runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the policy doesn’t run on the work order. When I create a milestone, can I add it to both types of SLA policies? Yes. For example, if you create a First Response milestone in Setup, you can add it to both Case and Work Order SLA policies. How do I set the type of an SLA policy? You select the type when you create the SLA policy. SLA policies created before Summer ’16 use the Case type. You can see an SLA policy’s record type on its detail page. Can I change the type of an SLA policy? No. Once an SLA policy is created, you can’t change its type. Want to make the most of a particularly awesome SLA policy? Remember that you can easily create a similar process of a different type using the same milestones. Are milestones supported in Lightning Experience? Milestones are available in Lightning Experience with some limitations. For details, see [Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5 "These limits and limitations apply to entitlements and their related features."). Where do I manage milestones in my org? - Open the SLA policy you want to create milestones for. - View and create milestones from the Milestones related list under the SLA policy. <!-- document id=359b31e5b0228d20fafbbeb0e52791c8a2cfe7c4beb5391a428f78951b9a5b9c url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_min_gaps.md --> # Minimize Gaps Service Objective Use the Field Service Minimize Gaps objective to reduce idle time between service appointments and improve resource productivity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This objective is supported only when you’re using Enhanced Scheduling and Optimization and only for the schedule, bulk schedule, in-day, and global optimization services. Include the Minimize Gaps service objective in a scheduling policy to prefer scheduling service appointments consecutively and prevent schedule gaps. Use this objective to make sure service resources have a continuous block of service appointments rather than multiple idle times between appointments throughout the day. This objective, which targets mainly healthcare companies that have part-time employees, lets them better manage employee schedules with back-to-back appointments for improved productivity. It also helps them avoid financial penalties from failing to comply with labor laws. Typically, the engine schedules appointments as early as possible within a service resource’s availability while considering the time constraints defined in the Match Time Rule work rules, such as the Earliest Start Permitted and Due Date work rules​. With this objective, if the resource has an assigned appointment later in the day, the engine first tries to schedule a new appointment at a later time so that the appointments are scheduled together. If that’s not possible, it schedules the appointment at the earliest available time within the resource’s availability. For example, a healthcare company needs a nurse practitioner, whose operating hours availability is between 8:00 AM and 8:00 PM, to see four patients in one day. They prefer those appointments to be scheduled consecutively rather than spread out across the day. The nurse practitioner’s first scheduled appointment has an arrival window between 12:00 PM and 4:00 PM. The appointment is scheduled to start at 12:00 PM, the earliest time possible. The next appointment that needs to be scheduled has an arrival window between 8:00 AM and 12:00 PM. Without the Minimize Gaps objective, the engine schedules this appointment to start at 8:00 AM, the earliest time possible. With the objective, the engine schedules this appointment closer to the end of its arrival window, so it’s scheduled back-to-back with the first scheduled appointment, while taking travel time into account. The time frame you define for the service appointment directly impacts whether schedule gaps are minimized when you use this objective. For example, if two appointments have a different arrival window, one between 8:00 AM and 12:00 PM and the other between 4:00 PM and 8:00 PM, the engine doesn’t schedule the appointments consecutively. The Minimize Gaps objective also reduces the number of service resources dispatched to the field. For example, if a service appointment can be assigned to one of two service resources but one resource has no assigned appointments and the other has an assigned appointment, the engine schedules the appointment with the resource who already has an assigned appointment. Because each company has a different definition of a gap, you must configure the minimum duration that your company considers a gap. A gap is considered idle time between service appointments. Travel time isn’t considered idle time. For example, let’s say you configured the minimum gap duration to 30 minutes. Your first appointment is scheduled from 8:00 AM to 9:00 AM, and your next appointment is scheduled to start at 10:00 AM. It takes 35 minutes to travel between these appointments. Because travel time isn’t considered idle time, the actual gap is 25 minutes, which is less than the minimum gap duration you configured. Therefore, the engine doesn’t minimize this gap. The gap remains. ## When You’re Using Enhanced Scheduling and Optimization When you’re using Enhanced Scheduling and Optimization, these limitations apply. - This objective is supported only for the schedule, bulk schedule, in-day, and global optimization services. It isn’t supported for these services. - Book Appointments - Drag and Drop - Emergency Wizard - Fix Overlaps - Get Candidates - Resource schedule optimization (RSO) - This objective doesn’t support multiple flexible lunch breaks. - This objective doesn’t support multiday service appointments. ## When You’re Not Using Enhanced Scheduling and Optimization This service objective isn’t supported. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Work Rule Type: Match Time Rule](https://csqa5sb0.help.sfdc.sh/s/articleView?id=service.pfs_optimization_theory_work_rules_match_time.htm) - [Work Rule Entry: Service Resource Availability](https://csqa5sb0.help.sfdc.sh/s/articleView?id=service.pfs_optimization_theory_work_rule_entry_service_resource_availability.htm) - [Enable Multiday Field Service Appointments](https://csqa5sb0.help.sfdc.sh/s/articleView?id=service.pfs_multiday.htm) <!-- document id=ae66f1d1600d83ec22b4913dab1878bb7e45b5a227c5fa971dab103db28cf264 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_min_overtime.md --> # Minimize Overtime Service Objective Use the Field Service Minimize Overtime objective to reduce the duration of time that service appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Include this objective in a scheduling policy to control how much you trade off other scheduling preferences to reduce overtime used for scheduling. Overtime hours are represented by Extended time slots in operating hours or Extended shifts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note An Extended time slot or shift is considered as overtime only if it’s created immediately after a normal time slot or shift. For example, an 8:00 AM to 5:00 PM normal time slot and 5:00 PM to 7:00 PM extended time slot. If an extended time slot or shift is created before normal working hours, between two normal working hours, or not immediately following normal working hours, it isn’t considered as overtime by this objective. During schedule creation, the objective calculates the amount of overtime added to the schedule. Added overtime means the objective considers only the difference in total overtime between the old schedule and the new schedule. For example, a new appointment needs to be scheduled, and three options for the appointment exist. - Option 1: Overall overtime added to the schedule is 65 minutes. - Option 2: Overall overtime added to the schedule is 38 minutes. - Option 3: Overall overtime added to the schedule is 0 minutes (no overtime). Of the three options, option 3 is preferred, because the difference in overtime is the lowest out of all available options (0 minutes). Every minute of an appointment scheduled in Extended time is considered as overtime. This time also includes any: - Travel time during Extended time, unless it’s within the parameters configured in the Resource Availability rule to allow for travel to home at the resource’s expense. - Break time that takes place during Extended time. ## When You’re Using Enhanced Scheduling and Optimization Each minute of Extended time that’s used is penalized. The penalty can be calculated as x minutes in Extended time divided by a 2-hour scale (2 hours x 60 minutes per hour). The total penalty points are multiplied by the weight of the Minimize Overtime objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation. ## When You’re Not Using Enhanced Scheduling and Optimization The duration of time that is used in Extended time is graded on the 0 to 2 hour scale. If more than 2 hours of Extended time is used, the worst possible grade is 0. The graded value of the schedule for that appointment is multiplied by the weight of the Minimize Overtime objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use scheduling operations that aren’t optimization, such as Book Appointment, Get Candidates, Schedule, Fill-In Schedule and Group Nearby actions, the objective score isn’t based on using a scale. Instead, the score is determined relative to the other scheduling options. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) - [Operating Hours Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_fields.htm&type=5&language=en_US) <!-- document id=ae927c690eee17588d6903b1ff2c63ef97fc492a8724e4edc26c9e773771ddf0 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_min_travel.md --> # Minimize Travel Service Objective Use the Field Service Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Include this objective to control how much you trade off other scheduling preferences like scheduling as soon as possible, to minimize the overall time spent on travel. During schedule creation, the objective calculates the amount of travel time added to the schedule. Added travel means the objective considers the difference in total travel time between the old schedule and the new schedule. For example, if a new appointment needs to be scheduled, and three options for the appointment exist. - Option 1: Overall travel time added to the schedule is 4 minutes. - Option 2: Overall travel time added to the schedule is 30 minutes. - Option 3: Overall travel time added to the schedule is 132 minutes. Of the three options, option 1 is preferred because the difference in travel time between the old schedule and this option is the lowest of the available options (4 minutes). If you don’t want the objective to consider travel to and from home in travel calculations, you can select to exclude home base travel. Excluding home base travel can improve response speed and ensure the service resource with the shortest travel time to the site is dispatched, regardless of their home base location at the start or end of their shift. This capability is critical for high-urgency industries like Roadside Assistance and Ambulatory Services, where quick arrival to a site outweighs the additional travel time for a resource to return home. With home base travel, the engine calculates the total travel increase for the entire day—including the return trip home—which can penalize the closest resource if their home base is far from the site. By excluding home travel, the engine focuses solely on the travel between service appointments, ensuring the closest resource is dispatched. ## When You’re Using Enhanced Scheduling and Optimization When you’re using Enhanced Scheduling and Optimization, you can exclude travel to home, travel from home, or both from the Minimize Travel service objective’s calculations. Add the **Exclude Travel To Home Base** and **Exclude Travel From Home Base** options to your Minimize Travel service objective page layout. If you’re transitioning to use the enhanced engine, remove the **Exclude Home Base Travel** option from your Minimize Travel service objective page layout as this is no longer relevant. Each second of added travel time is penalized. For example, 120 minutes of travel is scored better than 150 minutes of travel. The penalty value is calculated as X minutes of added travel time divided by a 120-minute scale. (Travel time greater than 120 minutes is still graded on a 120-minute scale, so for example, 150 minutes of travel are penalized more than 130 minutes of travel.) The total penalty points are multiplied by the weight of the Minimize Travel objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a capacity-based resource is one of the resource options, zero travel time is assumed, meaning this resource receives the best grade possible for the Minimize Travel objective. Use the Resource Priority objective to set scheduling preferences for capacity-based resources if required. ## When You’re Not Using Enhanced Scheduling and Optimization When you’re not using Enhanced Scheduling and Optimization, you can exclude all travel to and from home from the Minimize Travel service objective’s calculations. Add the Exclude Home Base Travel option to your Minimize Travel service objective page layout. When you're not using Enhanced Scheduling and Optimization, each minute of added travel time is graded on a 0 to 120-minute scale. Each option is normalized on a scale of 0 to 100, where no travel (0 minutes) gets the best grade of 100, and 2 hours and above gets the worst grade of 0. For example, 150 minutes of travel is scored the same as 120 minutes of travel. The graded value of the schedule for that appointment is multiplied by the weight of the Minimize Travel objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use scheduling operations that aren’t optimization, such as Book Appointment, Get Candidates, Schedule, Fill-In Schedule, and Group Nearby actions, the objective score is determined relative to the other scheduling options. The best option gets a score of 100, the worst option gets a score of 0, and the rest of the options get a normalized value between 0 to 100. If only one option is available, it’s scored with a value of 100. If only two options are available, the best gets a score of 100, and the worst gets a score of 0, regardless of the actual values of added travel time. For example, option 1 has added travel time of 13 minutes and option 2 has added travel time of 14 minutes, and while they’re very close in value, they’re graded as 100 and 0 respectively. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a capacity-based resource is one of the options, the worst travel time option is assumed, meaning this resource receives the worst grade possible for the Minimize Travel objective. Use the Resource Priority objective to set scheduling preferences for capacity-based resources if required. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) <!-- document id=a4c8b589bd1da5fcec2b773a9bd5da5a6d997f52b2c30b9ca2d1b343f5e583fd url=/admin/current/en-us/service/264-0-0/wfs_mobile_overview.md --> # Mobile Overview and Prerequisites for Workforce Scheduling Engineered for the modern mobile workforce, the Field Service mobile app for iOS delivers an all-in-one, offline-first experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with: Workforce Scheduling</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> Schedule, optimize, and complete mobile work across diverse industries and use cases. Use Guided Experience to deliver a tailored, intuitive experience for your mobile workforce. Data Capture ensures the right information is collected and stored accurately. And Performance Priming delivers all the relevant data a mobile worker may need to work offline efficiently. ## Technical Prerequisites ## Specifications for the Field Service Mobile App Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets. ## Key Points - Android and iOS Requirements: For optimal performance, iOS devices should have 6 GB+ RAM and a 15 GB minimum of free storage, while Android devices require 8 GB+ RAM and 15 GB of free storage. - Purchasing Strategy: Avoid entry-level devices with borderline specifications, as they can lead to higher support costs and lower productivity. Plan to refresh your device fleet every 3–4 years to keep up with evolving features like offline AI and Performance Priming. - Field Usage Considerations: Devices must be evaluated for battery durability, thermal performance, and build quality (e.g., rugged, IP-rated) to withstand demanding field conditions. - Support Policy: Salesforce provides a minimum of 6 months' advance notice before ending support for a mobile OS version. End of support means new app releases are no longer tested, and official fixes for issues specific to unsupported configurations will cease. ## Recommended and Minimum Device Requirements To provide long-term stability, performance, and supportability of the Field Service mobile app, we define both recommended and minimum requirements for Android and iOS devices. These requirements serve as a guide for hardware purchases, support planning, and device lifecycle management. Android Requirements | category | Recommended | Minimum Supported | | --- | --- | --- | | **Operating System** | Latest Android version provided by Google | Latest major Android version minus two (e.g., Android 14 if Android 16 is current) | | **RAM** | 8 GB+ (with 3 GB available to app) | 5 GB minimum (with 2 GB available to app) | | **CPU** | Snapdragon 700 series or better (Android only) | Snapdragon 600 series or equivalent | | **Storage** | 15 GB free | 5 GB free (insufficient for high volume briefcase implementations) | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Devices with 4 GB RAM or less are not supported and are prone to app crashes, memory issues, and degraded offline performance. iOS Requirements | category | Recommended | Minimum Supported | | --- | --- | --- | | **Operating System** | Latest iOS version provided by Apple | Latest major iOS version minus one (e.g., iOS 17 if iOS 18 is current) | | **Devices** | iPhone 16 or iPhone 13 Pro and later. iPad Air/Pro (6th gen) | iPhone 14 or iPhone 12 Pro and later. iPad Pro 4th gen or iPad 11th gen and later. | | **Storage** | 15 GB free | 5 GB free (insufficient for high volume briefcase implementations) | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note iOS device performance depends heavily on available memory and battery health. Avoid older iPhones and iPads that cannot update to a currently supported OS. To fully leverage the Field Service mobile app, it's essential to meet the recommended device requirements. While minimum specifications allow the app to run, they are not sufficient for optimal performance when using advanced features. The recommended device requirements are crucial for: - Priming 20,000+ records for offline use - Capturing high-resolution images or videos - Running AI-powered or augmented reality features ## Device Selection Guidance Your mobile workers are on the move all day in challenging, real-world conditions, so their devices need to be tough. Choosing the right device is about more than just the price tag. While low-end models may seem like a good deal upfront, they often lead to performance issues and higher support costs in the long run. We recommend the following: - **Prioritize Quality Over Price**. Invest in devices from reputable manufacturers. High-quality hardware offers better reliability, fewer support issues, and a longer life span, giving you a better return on your investment. - **Look Beyond the Specs**. Don't just check the spec sheet. Evaluate devices on real-world performance attributes like battery durability for long shifts, rapid charging or interchangeable batteries, thermal performance to prevent overheating and component degradation, and a rugged build quality that can handle tough environments. Also consider the available accessories such as protective cases, secure mounts, and stylus input for enhanced usability and protection. - **Plan Ahead**. Technology changes fast. To keep up with new features like offline AI and Performance Priming, plan to refresh your devices every 3–4 years. - **Test Before You Buy**. Always test a small batch of devices with your team's actual workload before placing a large order. This helps you confirm how the devices perform with tasks like large data syncs, offline use, and long days in the field. ## Device Lifecycle and Support Policy We support a wide range of hardware, but to keep bringing you the latest innovations, we occasionally have to update our platform requirements. Support Schedule for Operating Systems Android | Version | End of Support Date | | --- | --- | | Android 16 | n/a | | Android 15 | September 3, 2027 | | Android 14 | October 4, 2026 | | Android 13 | August 15, 2025 | | Android 12 | October 4, 2024 | | Android 11 or earlier | September 8, 2023 | iOS / iPadOS | Version | End of Support Date | | --- | --- | | iOS 26 / iPadOS 26 | n/a | | iOS 18 / iPadOS 18 | September 16, 2026 | | iOS 17 / iPadOS 17 | September 18, 2025 | | iOS 16 / iPadOS 16 | September 12, 2024 | | iOS 15 / iPadOS 15 or earlier | September 20, 2023 | ## Support Notification Policy We provide at least six months' advance notice before ending support for a mobile OS version or device class. These notices are posted in this Help topic, the Salesforce Field Service Mobile Release Notes, and the [Field Service Mobile Trailblazer Community](https://trailhead.salesforce.com/trailblazer-community/topics/fieldservicemobileapp?sort=LAST_MODIFIED_DATE_DESC). Once support ends, new app releases are no longer tested on unsupported devices or OS versions, and we do not provide official fixes for issues specific to these configurations. Compatibility may also be removed in future app updates. While we offer best-effort support during the transition, we strongly recommend migrating to supported hardware and software as soon as possible. ## Testing and Monitoring Before a full rollout, test your devices to make sure they can handle the workload. - Validate Performance: Use benchmarking tools like Geekbench or 3DMark to check memory and CPU load under real-world conditions. Watch how the app behaves during long sessions, when it’s in the background, or when handling workflows with large amounts of media. - Check Your Settings: Make sure any constraints from your MDM (like memory limits or power-saving modes) aren't interfering with the app. - Virtual and Managed Environments: If you're using managed profiles or kiosk mode, always validate performance within that specific environment. Double-check that any network filters or VPNs aren't causing delays or blocking syncs. Validate compatibility with Google Play Services, WebView version, and OS security patch level. ## Additional Considerations for Extreme Environments Field technicians work in rugged, remote, and unpredictable places, so it's a good idea to think about how you can support their devices beyond the specs. ## Device Protection and Durability - Rugged Cases: We strongly recommend using cases that are rated for MIL-STD-810H and IP68 standards to protect against drops, dust, and water. - Thermal Management: In extreme heat or cold, consider using specialized cases to keep devices from overheating or shutting down. For example, thermal jackets with phase change materials can extend usable time outdoors. - Fully Rugged Devices: For the toughest jobs, especially in industrial or outdoor settings, consider fully rugged tablets or phones from manufacturers like Panasonic Toughbook, Getac, or Sonim. ## Battery and Power - External Batteries: Equip your team with high-capacity power banks (10,000–20,000 mAh+) to get through long shifts. - Vehicle-Based Charging: Install charging stations in your vehicles using 12V adapters or integrated docks to keep devices charged during travel. ## Connectivity in Remote Areas The Field Service mobile app is built for offline use, but a stable connection is still required periodically for syncing with Salesforce. - Wi-Fi & Cellular: For the best results, use devices with dual SIM cards or carrier aggregation. - Devices: Avoid devices that have known issues with handling weak signal transitions, such as switching from LTE to 5G. - Satellite Connectivity: For extremely remote work, consider equipping vehicles with satellite internet services like Starlink Roam to enable background syncing, data uploads, and better scheduling capabilities where there's no mobile signal. ## See Also - Salesforce Help: [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&language=en_US&type=5) - Salesforce Help: [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&language=en_US&type=5) - Salesforce Help: [Field Service Mobile App Updates](https://help.salesforce.com/s/articleView?id=service.mfs_updates_continuous_delivery.htm&language=en_US&type=5) ## Setup Prerequisites Review these requirements prior to configuring the Field Service mobile app for Workforce Scheduling. ## Platform Availability The Field Service mobile app for Workforce Scheduling is supported exclusively on iOS devices and is not currently available on Android. Mobile workers can download the app directly from the App Store and sign in using their standard Salesforce credentials. ## Licensing and Permissions Logging in to the app requires a dedicated Field Service Mobile permission set license, which is independent of any Workforce Scheduling licenses. In addition, workers must be assigned the specific Workforce Scheduling licenses and permission sets relevant to their individual roles. Proper assignment ensures team members are visible on the schedule and can view their assigned tasks within the app. Ensure these licenses are available in your Salesforce environment prior to assigning them. Contractor users follow a separate access path. If contractors or Experience Cloud users use the Field Service mobile app, plan Experience Cloud access before you assign licenses. Contractors who access Salesforce through Experience Cloud don't use the same license model as your internal mobile workers. If you run Public Sector Solutions in Government Cloud, mobile data priming and related services run in Government Cloud. When you configure geolocation and offline access, account for Government Cloud data residency and location-tracking requirements. After you assign access, confirm that a mobile worker can log in on iOS and see the **Schedule List**. ## Field Service Mobile Settings Location Find mobile settings under **Service** | **Field Service**, not under Workforce Scheduling. - **[Field Service Mobile App Limitations for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_app_limitations.htm&release=264.0.0&type=5)** Review constraints for barcode scanning, inventory, knowledge, appointments, and work orders in the Field Service mobile app. <!-- document id=cf92692bf9ef52b878a797339e24a84280b0a5ada76d94a298db57ac25a93450 url=/admin/current/en-us/service/264-0-0/fs_asp_ai_accelerator.md --> # Moderate Access to AI Accelerator Assign the AI Accelerator permission set to let mobile users access Asset Service Prediction. ## Set Up Use Case Definition for Work Order on the Asset 1. From Setup, in the Quick Find box, enter Industries Einstein, and then select **AI Accelerator**. 2. Click **New Use Case**. 3. For the **Use Case Name**, enter ASP WO On Asset, and then click **Save**. 4. Click **Edit**, and then update the use case definition with these values, and click **Save**. 1. **Recommendation Source**: None (required) 2. **Other Fields**: optional 5. Under Use Case Model, click **Add Model**. This link is enabled when a BDT implementing a model with a predict node is activated in the org. 6. Enter these field values, and then click **Save**. 1. **Prediction Platform**: EINSTEIN ON DATA CLOUD. 2. **Model**: Asset Service Action Scoring/<model name in the org>. 3. **Score Field**: Prediction Score/ <scoring field from Scoring DMO>. 4. **Input Fields**: **REPAIR TYPE**: Next Potential Asset Service Type, **NUMBER OF DAYS**: Days Until Next Potential Asset Repair 5. **Reference Record Field**: Asset Id (Based on where the card is rendered the object ID is chosen.) 6. **Field Sort Preference**: **Prediction Score**: Descending, **Created Date**: Ascending 7. **Prediction Label Template**: Based on this asset's history, %%REPAIR TYPE%% may occur in the next %%NUMBER OF DAYS%% days. Chance of occurrence: %%SCORE%% %. 7. Click **Save**. ## Set Up Use Case Definition for Work Order on the Work Order 1. From Setup, in the Quick Find box, enter Industries Einstein, and then select **AI Accelerator**. 2. Click **New Use Case**. 3. For the **Use Case Name**, enter ASP WO On Asset, and then click **Save**. 4. Click **Edit**, and then update the use case definition with these values, and click **Save**. 1. **Recommendation Source**: None (required) 2. **Other Fields**: Leave empty. 5. Under **Use Case Model**, click **Add Model**. This link is enabled when a BDT implementing a model with a predict node is activated in the org. 6. Enter these field values, and then click **Save**. 1. **Prediction Platform**: EINSTEIN ON DATA CLOUD. 2. **Model**: Asset Service Action Scoring/<model name in the org>. 3. **Score Field**: Prediction Score/ <scoring field from Scoring DMO>. 4. **Input Fields**: **REPAIR TYPE**: Next Potential Asset Service Type, **NUMBER OF DAYS**: Days Until Next Potential Asset Repair 5. **Reference Record Field**: Asset Id (Based on where the card is rendered the object ID is chosen.) 6. **Field Sort Preference**: **Prediction Score**: Descending, **Created Date**: Ascending 7. **Prediction Label Template**: Based on this asset's history, %%REPAIR TYPE%% may occur in the next %%NUMBER OF DAYS%% days. Chance of occurrence: %%SCORE%% %. 7. Click **Save**. You don't need to configure the Use Case Field Mapping and Model Feature Extractor sections. ![work\_order\_in\_ai accelerator](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/asp_new_model.png) ## Configure Prediction Card The prediction card shows the probability of an asset needing work done. To show predictions on a Lightning Experience page, add the Einstein Predictions Using AI Accelerator Lightning App Builder component to the Asset and Work Order record pages. 1. Open the record page of the object selected in the AI Accelerator Setup page. 2. Click the gear, and then select **Edit Page**. 3. In Lightning App Builder, drag the **Einstein Predictions Using AI Accelerator** component onto your preferred location on the page. 4. In the component’s configuration panel, update these settings. Note that the threshold score isn't available in the Salesforce Field Service mobile app, but you can still see the prediction card. 1. **Use Case Definition**: For the asset page, enter ASP WO On Asset. For the work order page, enter ASP WO On WO. 2. **Prediction Definition**: Asset Service Action Scoring/ <Model in your org> 3. **Threshold Score**: 0 4. **Threshold Type**: Greater Than 5. Save the settings, and then activate the page. 6. To view the predictions for the use case in real time, open the Asset record page. ## Moderate Access to AI Accelerator Assign the AI Accelerator permission set to let mobile users access Asset Service Prediction. <!-- document id=21bed225c60336c6ea235adfeed81eff24322696ce34ae94b688539bf5b76099 url=/admin/current/en-us/service/264-0-0/category_modify.md --> # Modify and Arrange Data Categories Modifying and arranging categories can result in long processing times, changes to the visibility and categorization of articles, and other significant consequences. Read this entire topic carefully before modifying categories. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26225e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26225e59 ">To view the Data Categories page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26225e59 ">View Data Categories in Setup</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26225e59 ">To create, edit, or delete data categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26225e59 ">Manage Data Categories</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Modify the category hierarchy when user activity is low. Because the save process involves potentially large and complex recalculations, it can take a long time to complete. During processing, support reps can experience performance issues when searching for articles or questions or using category dropdown lists. 1. From Setup, enter Data Category in the Quick Find box, then select **Data Category Setup**. 2. Click a category group name. 3. Optionally, click **Expand All** to display the full category hierarchy, or **Collapse All** to display only the top-level categories. 4. To edit a category’s name or its unique API name, double-click it. 5. Use drag-and-drop editing to reposition a category in the hierarchy. As you drag, a red icon indicates an invalid destination, while a green icon indicates a valid destination. - Drag a category on top of another category to reposition it as a child of the destination category. For example, drag USA on top of North America to make USA one level below North America. After dragging, the category displays below the other child categories at that level. - Drag a category to a line that borders another category to reposition it as a sibling of that category. For example, to position USA between Canada and Mexico, drag it to the line between Canada and Mexico. 6. To reorder a category's children in alphabetical order, hover your cursor over its name, then choose **Order Child Categories Alphabetically** from the Actions dropdown list. This reorder only affects the first-level children, not grandchildren or deeper levels. 7. As you modify the category hierarchy, click **Undo** to cancel your last actions. Similarly, click **Redo** to step forward through your flow of performed actions. 8. Click **Save**. You receive an email when the save process completes. The save process recalculates these visibility and category settings: - The contents of the category dropdown menu - The articles and questions visible to each user - The articles and questions associated with categories. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Save your changes frequently. The more actions you perform before clicking Save, the longer it takes to save. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example How Changing the Hierarchy Affects Article Visibility Changing the category hierarchy potentially changes which articles readers can see. In the example shown in the following graphic, the category PDAs moves from the original parent category Computers to the new parent category Consumer Electronics. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a category moves to a new parent category, users that have no visibility on the new parent category lose their visibility to the repositioned category. **Move the Category “PDAs”** ![Category "PDAs" moves from parent category "Computers" to "Consumer Electronics"](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categories_move_rolevisibilityudpate.png) To understand how this change affects which readers can see articles classified with the PDAs category, review the following table. | When my role, permission set, or profile is mapped to: | Could I see PDA articles in their old location under Computers? | Can I see PDA articles in their new location under Consumer Electronics? | Why? | | --- | --- | --- | --- | | All products | Yes | Yes | When your role, permission set, or profile is mapped to the top-level “All products” category, you can see everything in the category hierarchy. | | Computers | Yes | No | You don't have access to the branch of the category hierarchy where PDAs is now located. | | Consumer Electronics | No | Yes | PDAs has moved to the branch of the category hierarchy where you have been granted access. | How Changing the Hierarchy Affects Article Classification Classifying an article with a parent category implicitly grants access to that category's children. You cannot explicitly apply both a parent category and one of its children to an article. From the article edit page, selecting a parent category grays out its child categories—you cannot select them in addition to the parent category. Salesforce respects this fact when you move a category to a new parent. It prevents explicitly adding a child category to an article when the new parent category is already present. In the example depicted above, the category PDAs moves from the original parent category Computers to the new parent category Consumer Electronics. As a result, the classification for each article can change. - Articles formerly classified with both Consumer Electronics and PDAs lose PDAs, because having Consumer Electronics now implies having PDAs. - Articles formerly classified with only Consumer Electronics but not PDAs do not change. Access to PDAs is now implied. - Articles formerly classified with only PDAs, but not Consumer Electronics, retain PDAs. <!-- document id=e4fbec62900c0490ed53b24f517eb5d1d513795b6b85891e70af41a8c5fdc945 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_cstmiz_decision_table.md --> # Modify Change Risk Assessment Logic for IT Services Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs. The decision table maps the normalized 1–100 score to a risk level. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76434e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76434e72 ">To access Business Rule Engine:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76434e72 ">Rule Engine Designer and Rule Engine Runtime</td> </tr> </tbody> </table> ## Edit Decision Table A decision table provides multiple matching outcomes for the same set of inputs. Decision tables read rules from Salesforce objects and support different operators for each field in the object. 1. From App Launcher, search for and select **Business Rules Engine**. 2. Go to the lookup tables tab, select the decision table **Calculate Risk Score for Change Requests** tab. 3. Click **Deactivate** to complete the process. 4. Edit the columns Risk Value, Attribute, Risk Answer, and Weight to change the values of the predefined decision table. 5. Save your changes and activate the decision table. 6. You can upload your own Decision Table as well using the option **Upload CSV**. ## Edit Expression Set An expression set is a series of rules you create with expression set elements. Each element in a set forms a logical step that runs sequentially. Expression sets evaluate conditions, perform mathematical operations, look up decision tables and matrices, and perform multiple transformations simultaneously. You can add expression sets to workflows created with Flow, Omnistudio, and third-party tools. 1. From App Launcher, search for and select **Business Rules Engine**. 2. Go to the **Expression Set** tab and click **Change Request Risk Score Expression Set**. 3. Click on the version name to open the expression set in the builder and make changes as required. 4. Save your changes. To know more about the Business Rules Engine that drives change risk assessment, see [Business Rules Engine](https://help.salesforce.com/s/articleView?id=release-notes.rn_business_rules_engine_intro.htm&release=256&type=5&language=en_US). <!-- document id=d1ab1bbaa54fe6999fcf6bcc87ec608138affbe8cb53441d5aa2ac719f5863df url=/admin/current/en-us/service/264-0-0/knowledge_category_assignment.md --> # Modify Default Category Group Assignments for Articles Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61793e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61793e59 ">To modify category groups assignments in Salesforce Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61793e59 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> 1. From Setup, enter Data Category Assignments in the Quick Find box, then select **Data Category Assignments** under Knowledge. A list of all category groups appears. 2. Click **Edit** and move any category groups that you don't want available for articles from the Selected Category Groups list to the Available Category Groups list. Later, you can choose to make a hidden category group visible. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The order of category groups is not preserved from the edit page to the data category assignment page. 3. Click **Save**. You receive an email after the save process completes. Authors can now assign categories in the selected groups to articles on the Article Management tab. Authors can only access categories if the category group is active and the author's [data category visibility settings](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see.") provide access to the category. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) <!-- document id=6669d1b2675cb7e238a83caeea1d9143288c7d2d02f87c39d3ca4862bdd8ed4e url=/admin/current/en-us/service/264-0-0/category_visibility_default.md --> # Modify Default Data Category Visibility You can edit the default data category visibility. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19833e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">To view categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">View Data Categories in Setup</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">To manage data categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 "> <p>Manage Data Categories</p> <p>AND</p> <p style="margin-bottom:0;">View Data Categories in Setup</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">To assign default category groups:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">Manage Data Categories</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">To modify category group visibility for users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19833e59 ">Manage Users</td> </tr> </tbody> </table> 1. From Setup, enter Default Data Category Visibility in the Quick Find box, then select **Default Data Category Visibility**. All active and inactive category groups are listed. 2. Pick a category group and click **Edit**. 3. To make all the categories in the category group visible by default, select **All Categories**. To make none of the categories visible by default, select **None**. To make some of the categories visible by default, select **Custom**. 4. If you chose Custom, move categories from the Available Categories area to the Selected Categories area as needed. Selecting a category implicitly includes its child and parent categories as well. Move categories from the Selected Categories area back to the Available Categories area to remove default visibility. <!-- document id=df6677b63b52370056dac648714018b561f31c7e20b8b20cae0ff5b82df1afff url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_knwldg_tmplts_edit.md --> # Modify Existing Knowledge Creation Prompt Templates for IT Services Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44891e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e71 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e71 ">Prompt Template Manager permission set</td> </tr> </tbody> </table> To modify the existing knowledge creation prompt templates (Create Knowledge Articles from Incidents or Create Knowledge Articles from Problems) for IT Services, see [Modify Prompt Templates for IT Service AI Actions](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_modify_prompt_builder.htm&release=264.0.0&type=5 "Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions."). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example This example demonstrates how to modify a prompt template to include a new field. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44891e118">Step Sequence</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44891e121">Action</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">1</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 ">Create a custom field on the Knowledge object and enter <kbd>Affected System</kbd> in the field label. In the field name, enter <kbd>Affected_System</kbd>. </td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">2</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 ">Add the new custom field to the new version of the Create Knowledge Articles from Incidents prompt.</td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">3</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 ">In the JSON format section, Add the field name and a brief description in the JSON format section. For example, <kbd>”Affected_System__c”:”Affected systems due to the issue”,</kbd>.</td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">4</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 "> <p>In the Prompt Instructions section, add instructions for generating data for the Affected Systems field. You can paste this as the instruction: </p> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>- Specific instructions for generating Affected Systems: -Extract sentences that describe the Specific devices, operating systems, departments, or user groups affected by the issue from the INCIDENT related to the DESCRIPTION. Assigned it to 'supporting_evidence' next to 'Affected Systems' field. -Summarize the extracted Affected Systems text from above into 2 to 3 sentences. Assign them to the 'Affected System' field. -Affected Systems should NOT be a mere repetition of TITLE. Affected System should ONLY contain information about the devices, operating systems, departments, or user groups affected by the issue and not the RESOLUTION. -Affected Systems should ONLY include facts from the INCIDENT, NOT speculations or guesses. -If no Affected Systems is identified, set "Issue" to "Not enough grounding information to generate content". </code></pre> </td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">5</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 ">In the Grounding Fields section , select the resources for grounding the data. For example, type <kbd>Incident Category:</kbd> and select <span class="menucascade"><strong class="uicontrol">Grounding Record</strong> | <strong class="uicontrol">Category</strong></span> from the Insert Resource menu.</td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e118 ">6</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d44891e121 ">Save and activate the prompt.</td> </tr> </tbody> </table> <!-- document id=2fa6ce196e14beed7118428829c99edbec6824620a22e5b08a7d79d08089cd69 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_incident_layoutandpermissions.md --> # Modify Page Layouts for the Employee Services Portal On Employee Services portal sites, control which fields and buttons employees see on Incident and Case detail pages by customizing page layouts and setting field-level security. These page layouts apply to the Agentic Center template, and to the Agentforce Employee Center template after you enable custom page layouts on the Ticket Details component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86005e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">To create and edit page layouts, assign page layouts, and set field-level security:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Profiles and Permission Sets</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">To customize an Experience Builder site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">Create and Setup Experiences</td> </tr> </tbody> </table> Before you customize page layouts, create the employee users who access your Employee Services portal site. See [Create Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5 "Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license."). On the Agentic Center template, the portal uses your assigned page layout automatically. On the Agentforce Employee Center template, the portal renders only the layout's fields, based on the employee's profile and record type, and doesn't render its actions or related lists once you enable custom page layouts. ## Configure the Page Layout 1. In Setup, find and select **Object Manager**. 2. Select the **Incident** object. 3. Select **Page Layouts**. 4. Clone the existing incident layout by using the **Save as** option and enter a name for it, such as Portal Incident Layout. 5. Edit the new layout according to your organization’s needs. To optimize the view for employees, we recommend removing these items from the new page layout. - Buttons: Remove these buttons to prevent employees from performing these tasks. - Change Owner - Create Problem - Create Change Request - Associate - Promote to Major Incident - Reassign - Assign with Einstein - Fields: Remove these fields from the Incident Details section. These fields are used primarily for IT management and reporting. - Business Hours - Detected Date Time - End Time Date - Entitlement - Entitlement Process End Time - Entitlement Process Start Time - Incident Paused - Incident Paused Since - Last Modified By - Last Modified Date - Milestone Status - Parent Incident - Priority Override Reason - Reported Method - Start Date Time - Related Lists: Remove all the related lists from the layout because employees don't typically need to see them. 6. Save your changes. 7. Click **Page Layout Assignment**. 8. Click **Edit Assignment**. 9. Select the profile you created for your portal employees earlier and from the Page Layout to Use picklist, select the new page layout you created. Repeat these steps for the Case object. ## Set Field-Level Security 1. From Setup, in Quick Find box, enter Profiles, and then select **Profiles**. 2. Select the profile you created earlier for portal users. 3. Go to the **Field-Level Security** section and click **Incident**. 4. Make changes to the **Read** and **Edit** access as needed. We recommend these access settings for employees. | Field Label | Read Access | Edit Access | | --- | --- | --- | | Category | Yes | No | | Created By | Yes | No | | Created Date | Yes | No | | Description | Yes | Yes | | Impact | Yes | No | | Incident Closed | Yes | No | | Incident Number | Yes | No | | Incident Owner | Yes | No | | Major Incident | Yes | No | | Priority | Yes | No | | Resolution Date Time | Yes | No | | Resolution Summary | Yes | No | | Resolved By | Yes | No | | Status | Yes | No | | Status Code | Yes | No | | Sub Category | Yes | No | | Subject | Yes | Yes | | Type | Yes | No | | Urgency | Yes | Yes | 5. Save your changes. ## Enable Custom Page Layouts Complete these steps only for sites that use the Agentforce Employee Center template. On the Agentic Center template, the portal uses your assigned page layouts without this step. 1. From Setup, in the Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Next to your Employee Services portal site, click **Builder** to open the site in Experience Builder. 3. From the **Pages** menu, select the **Ticket Detail** page. 4. On the page, select the **Ticket Details** component. 5. In the property editor, select **Enable PageLayout**. 6. Click **Publish** to apply the custom page layouts for portal users. <!-- document id=186651128990c0c915a22b2261b959431819d7ab265bdd486747a0255a7613ac url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_draft_policy_ai_msword.md --> # Modify Policy Clauses with AI in Microsoft Word for IT Compliance Use generative AI to draft and refine clauses directly in Microsoft Word to accelerate policy authoring. AI-assisted editing helps you generate new requirements or adjust the tone and length of existing text while maintaining a seamless link to your Salesforce compliance records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with AI IT Compliance add-on.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d10880e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10880e72 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10880e72 "> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10880e72 ">To use AI Policy Authoring in Microsoft 365</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10880e72 "> <p>IT Compliance AI Admin permission set</p> <p>AND</p> <p style="margin-bottom:0;">Microsoft 365 Guided Setup permission set</p> </td> </tr> </tbody> </table> Confirm that AI Policy Authoring with Microsoft 365 is enabled in Salesforce. For setup steps, see [Set Up Policy Management with Microsoft 365 for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_policy_o365.htm&release=264.0.0&type=5 "Integrate Salesforce with Microsoft 365 to draft and sync policies between the two systems while maintaining centralized governance. Use a guided setup to configure the connection and enable AI-assisted authoring in Microsoft Word. The Microsoft 365 integration allows users to author policies in a familiar environment while ensuring Salesforce remains the system of record."). The Salesforce Policy Connector must also be installed in Microsoft Word. See [Configure Microsoft 365 Integration for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5 "Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors.") Smart Policy Authoring uses generative AI grounded in your organization’s specific compliance context to ensure generated clauses are relevant and accurate. Always review AI-generated content for accuracy and compliance with your organization's legal standards before finalizing a document. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Generative AI produces one clause version at a time. The version currently selected in the AI window is the one inserted into the document. ## Draft a New Policy Clause Use generative AI to generate a new clause from scratch. 1. [Open your policy document in Microsoft Word](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_open_policy_msword.htm&release=264.0.0&type=5 "Open your policy records in Microsoft Word to draft and refine content using familiar word-processing tools. The Salesforce Policy Connector ensures you are editing the latest version and synchronizes your changes back to Salesforce.") using the Salesforce Policy Connector. 2. In the side panel, click **Draft with AI**. 3. In the input box, describe the clause you want to create and submit your prompt. 4. To adjust the generated content, select a refinement option: **Rephrase**, **Shorten**, **Elaborate**, or **Formalize**. 5. Review the text and click **Insert** to add the clause to your document. ## Refine an Existing Clause Refine a clause already in your document using generative AI. 1. In the side panel, open the **Document** tab to see a list of clauses currently in the document. 2. Select the actions menu next to the clause you want to update and click **Refine with AI**. 3. Select from one of the refinement options or enter your own instructions. 4. Review the generated text and click **Use Clause** to apply the changes. <!-- document id=7cf882dfa7735ad4a5b1b2bc52d6fce0ae0f7f5cf6c0c29be27808a761c4c46d url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_modify_prompt_builder.md --> # Modify Prompt Templates for IT Service AI Actions Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51823e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e74 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e74 ">Prompt Template Manager permission set</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**. 2. Under All Prompt Templates, select the predefined IT Service prompt template that you want to modify. 3. If the prompt template is active, click **Deactivate**. 4. Click **Save As**, and then select **Save as New Version**. 5. Modify the prompt instructions as needed. 6. Save your changes and activate the template. ## Predefined Prompt Templates for IT Service AI Actions Review the predefined standard-overridable prompt templates and their purposes. | prompt template name | prompt template description | | --- | --- | | Create Change Request from Incident | Analyzes incident data to extract change request attributes for change request record creation. | | Create Change Request from Problem | Analyzes problem data to extract and structure information needed for change request record creation. | | Create Problem from Incident | Analyzes incident data to extract and structure information needed for problem record creation. | | Create Incident from Employee Request | Analyzes an employee help request and extracts structured incident attributes for self-service incident creation. | | Create Incident from Conversation | Analyzes chat, voice, or email conversation transcripts and extracts structured incident attributes for agent-assisted incident creation. | | Draft Incident Email for Internal Team | Creates a plain-text email draft for internal team communication based on an incident record. | | Draft Email Requesting Additional Incident Information from Requester | Creates a plain-text email requesting additional details from the incident requester based on an incident record. | | Draft Incident Update Email for Requester | Creates a plain-text email update for the incident requester based on an incident record. | | Filter Tickets | Filters and selects the most relevant tickets based on user intent and use case. Supported entity types are Incident, Case, and ServiceRequest. | | Check Incident Attributes | Validates the attributes of an incident record, such as impact, category, urgency, and priority, based on incident details, related records, and similar records. | | Check Problem Attributes | Validates the attributes of a problem record, such as impact, category, urgency, and priority, based on problem details, related records, and similar records. | | Create Incident Root Cause Summary | Creates a rich text summary of the root cause analysis for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents and problems. | | Create Root Cause Summary For Problem | Creates a rich-text root cause summary for a problem record, based on problem details, associated incidents, and similar problems. | | Evaluate Problem Requirement For Incident | Evaluates the requirement for a problem based on incident details, related problems, and similar problems, and generates suggestions for the user. | | Create Resolution Summary for Incident | Creates a resolution summary for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents. | | IT Service Slack Channel Summary | Summarizes the content of an IT Service Slack channel and formats them for use in Slack. | | Summarize Post Incident Resolution | Creates a rich-text summary of an incident, including the incident's description, subject, category, subcategory, and related SLA and milestones, knowledge articles, and feed and swarm data after the incident is resolved. | | Create Resolution Summary for Problem | Creates a resolution summary for a problem based on the problem details, related records, swarm and feed data, knowledge articles, and similar problems. | | Propose Resolution Summary for Incident | Proposes a resolution summary for an incident based on the incident details, related records, swarm and feed data, knowledge articles, and similar incidents. | | Propose Resolution Summary for Problem | Proposes a resolution summary for a problem based on the problem details, related records, swarm and feed data, knowledge articles, and similar problems. | | Summarize Change Request | Creates a rich-text summary of a change request record, including the record’s description, subject, category, subcategory, risk assessment details, and related records. | | Summarize Incident | Creates a rich-text summary of an incident record, including the incident’s description, subject, category, subcategory, and related SLA and milestones, knowledge articles, feed and swarm data. | | Summarize Problem | Creates a rich-text summary of a problem record, including the problem’s description, subject, category, subcategory, root cause analysis, and related SLA and milestones, knowledge articles, feed and swarm data. | | Summarize Release | Summarizes a release record for the reviewer to understand its scope, status, timeline, related incidents, and business impact. | | Summarize Approval For Employee | Generates a summary for an approval work item for the reviewer to understand the context. | | Summarize Incident For Employee | Summarizes an incident for an employee to help them track the status of the issue they raised. | | Summarize Open Approvals For Employee | Generates a summary for top 10 open approval work items for a reviewer that require action. | ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example This example demonstrates how to modify the Create Change Request from Incident prompt template to include a change justification field. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d51823e463">Step Sequence</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d51823e466">Action</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">1</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 ">Create a custom field on the Change Request object. For the field label, enter <kbd>Change Justification</kbd>. For the field name, enter <kbd>Change_Justification</kbd>. </td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">2</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 ">Create a new version of the Create Change Request from Incident prompt template, and add the custom field to the template.</td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">3</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 ">In the JSON Format section, add the field API name and a brief description. For example: "<kbd>Change_Justification__c": "Business and operational reasons for implementing the change based on the incident"</kbd>.</td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">4</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 "> <p>In the Prompt Instructions section, add instructions for generating the Change Justification field. </p> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>- Specific instructions for generating Change Justification: - Extract statements from the INCIDENT that describe the issue, its business or operational impact, its urgency, and the reason a change is required. Assign the extracted statements to "supporting_evidence" for the "Change Justification" field. - Summarize the extracted information in 2 to 3 sentences. Assign the summary to the "Change_Justification__c" field. - Change Justification must clearly explain why the change is needed and what incident-related problem it is intended to address. - Change Justification must not merely repeat the incident TITLE or DESCRIPTION. - Don't include implementation steps, testing instructions, rollback procedures, or unsupported expected outcomes. - Include only facts provided in the INCIDENT. Do not add assumptions, speculation, or guessed information. - If the incident doesn't contain enough information to justify the change, set "Change_Justification__c" to "Not enough grounding information to generate content".</code></pre> </td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">5</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 ">In the Grounding Fields section, select the incident resources used to generate the field. For example, enter <kbd>incident description</kbd> and select <strong class="uicontrol">Grounding Record Description</strong> from the Insert Resource menu. You can also add relevant resources such as the incident title, impact, urgency, category, and resolution. </td> </tr> <tr class=""> <td data-label="Step Sequence" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e463 ">6</td> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d51823e466 ">Save and activate the prompt.</td> </tr> </tbody> </table> <!-- document id=1f566a44012c46340b8380fe9c86d8d0a9fe9c7180fe657760956cbb5f170732 url=/admin/current/en-us/service/264-0-0/es_create_a_flow_by_using_the_create_employee_template.md --> # Modify the Create Employee Flow Service representatives use the Create Employee flow to create employee records. Customize the flow to meet your business requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53458e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53458e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53458e55 ">Manage Flow</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Open the Create Employee flow. 3. To meet your business requirements, modify the flow. 4. Click **Save As New Version**. 5. Save your changes. 6. Activate the flow. <!-- document id=b02169f1b6ba07f132dab91519106397c6990a43151fa223a52ee459b30d4856 url=/admin/current/en-us/service/264-0-0/es_create_a_flow_by_using_the_update_employee_template.md --> # Modify the Update Employee Flow Service representatives use the Update Employee flow to modify the details in employee records. Customize the flow to meet your business requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d92378e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d92378e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d92378e55 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d92378e55 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d92378e55 "> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Open the Update Employee flow. 3. To meet your business requirements, modify the flow. 4. Click **Save As New Version**. 5. Save your changes. 6. Activate the flow. <!-- document id=4f7250afcf630d5533dac359a6093abdee436f48d238a2f7a5f1de498b08ab6f url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_mdfy_vm.md --> # Modify Virtual Machine Deploy this template to provide employees with a standardized way to make requests for modifying a virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Location: The Azure region where the virtual machine is located. - Virtual Machine Name: The name of the virtual machine to be modified. - New VM Size: The new size to which the virtual machine should be updated. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Azure in the fulfillment flow. To use this integration, ensure your Microsoft Azure credentials are configured. To learn more about this third-party connector, see [Microsoft Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=4f16034537ec6d7effd11f5052b4b5ff9d49b57bfbb918e12525b3a43e111237 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_data_region.md --> # Modify WhatsApp Channel Data Storage Region Use the WhatsApp channel data storage region feature to specify the geographical location where your data must be stored and processed due to legal or regulatory requirements. As an admin, you can view and change the data residency region for WhatsApp channels by deactivating the WhatsApp channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_data_region__d522e559"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_data_region__d522e559" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Deactivating your channel will stop all messaging traffic immediately. Here’s what you need to know: - You won't be able to respond to any incoming messages. - Any inactive messaging sessions will end after 48 hours of inactivity. - Your reps can close active sessions. Don't worry, you can reactivate your channel at any time. Once deactivated, you can update your data storage region. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - Deactivation and data storage region modification aren’t available for unified channels. - For a few UCP WhatsApp channels, you may see the error: `Unable to display Data Storage Region`. This is because of a known technical issue that temporarily prevents our system from retrieving and showing this specific piece of information. This is a display issue only and has no impact on core functionality, such as channel activation, messaging, or your channel's compliance with data storage policies. We are aware of the issue and are working on a solution. To modify the data storage region. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Under All Channels, click the WhatsApp channel name for which you want to change the data storage region. 3. Click **Deactivate Channel** and then click **Deactivate**. 4. Under Data Storage Region, click ![edit icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/edit_60.png). 5. From the picklist, select your data storage region. 6. Click **Save**. <!-- document id=094ba81aa5863e6b0bd133379eceb6b60c423c1df01ca4ce231d1b10ff15677e url=/admin/current/en-us/service/264-0-0/omnichannel_monitor_service_agents.md --> # Monitor Agentforce Service Agents To ensure that Service agents are providing quality service, monitor the messaging sessions between them and your customers. To focus on conversations that require your intervention, check out the ones with a raised flag. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is available with Enhanced Omni-Channel only. 1. In Command Center for Service, open the Agentforce tab. The table in the Agentforce tab shows all active conversations, showing up to 100 conversations at a time. If you don’t see the Agentforce tab, talk to your admin. ![The Agentforce tab shows a list of conversations with AI agents.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_ai_agent_tab.png) 2. To determine which Service agents require your attention, look for the flag. Conversations with raised flags appear at the top of the list. 3. If the conversation no longer requires attention, click **Lower** to lower the flag. 4. To see how many active conversations each AI agent is handling, look at the boxes above the table. 5. To filter the list of conversations by agent, select one of the agent’s boxes above the table. For example, to view conversations for a Service agent, click the box with their name. The Agentforce tab can show conversations for up to 10 Service agents. If there are more agents, the top 10 agents with the most conversations appear in the tab. 6. To view an active conversation between an AI agent and a customer, click **Monitor**. 7. If the AI agent needs help from a service rep, click **Transfer to Rep** in the conversation. The Transfer to Rep button invokes the outbound flow assigned to the Service agent. The flow routes the work item to the Service rep and the Service agent leaves the conversation. #### See Also - [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) - [Set Up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&type=5&language=en_US) <!-- document id=5eaadebbc17ca26439646c97c46548452f13722f23869baf672cab3903b38d86 url=/admin/current/en-us/service/264-0-0/monitor_and_audit_agentic_portal_usage.md --> # Monitor and Audit Agentic Portal Usage Track how your customers use AI features and manage your usage limits with session-based reporting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR</a> Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67075e87">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 "> <p>Prompt Template Manager permission set </p> <ul> <li>Manage Prompt Templates</li> <li> Execute Prompt Templates </li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 ">To create an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 ">To customize or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67075e87 ">Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate <a href="https://help.salesforce.com/s/articleView?id=experience.networks_access_control_overview.htm&language=en_US&type=5" target="_blank">role-based site access</a></td> </tr> </tbody> </table> Salesforce uses Aggregated Session Tracking to record usage accurately. Instead of billing for every click, Salesforce groups all AI interactions, such as Knowledge Article Summaries and Dynamic Q&A, within a single authenticated login session into one record. This reduces noise in your billing data and provides a transparent audit trail. - Your Experience Cloud site is active. - Deploy Knowledge Article Summary and Dynamic Q&A components in Experience Builder. 1. From Setup, in the Quick Find box, enter Usage Reports, and then select **Self-Service AI Usage**. 2. View the daily logs to see the breakdown of feature usage per Session ID. You can see which sessions triggered a billable event. A session only counts if the customer uses at least one tracked AI feature. 3. Check the **Usage Upsell Dashboard** to compare your actual consumption against your contractual limits. 4. Review the metadata for Customer ID, Session ID, and timestamps to verify usage for specific periods. <!-- document id=4ef181dabb682ef001adf0e8876370aa67c780bde31158ababe0bd0e3fcd6fe4 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_monitor_scanjob.md --> # Monitor and Review Scan Jobs Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> Scan jobs are created automatically when discovery targets run. Each scan job record captures key information about the scan’s execution and outcome. From the Scan Jobs page, you can review job progress, analyze discovered assets, and refresh scan results for the most recent updates. Key Sections in a Scan Job Record <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20534e75">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20534e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e75 ">Host Summary</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e78 ">Shows a high-level summary of the scan, including total resources discovered, categorized asset types, and counts for successful or failed discoveries. Use this section to quickly understand scan completeness and success rate.</td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e75 ">Scan Details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e78 ">Provides in-depth details about the scan, such as target name, probe type, start and end times, scan duration, credentials used, frequency, and discovery activity. Search the scan details for a specific target by its IP address or host name. Review this information to trace scan performance or troubleshoot issues.</td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e75 ">Discovered Assets </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20534e78 "> <p>Lists the assets identified during the scan. Use the tabs on the page to view specific information about discovered assets:</p> <ul> <li><strong class="uicontrol">All</strong> lists every discovered asset.</li> <li><strong class="uicontrol">New</strong> lists assets identified for the first time.</li> <li><strong class="uicontrol">Updated</strong> lists assets with data changes from the previous scans.</li> </ul> </td> </tr> </tbody> </table> The **Refresh** option retrieves the latest scan data and updates the page with the most current results. Use this option to confirm post-scan updates after data processing completes. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip If a scan fails, returns incomplete data, or doesn’t discover the expected assets, start with the scan job details to identify the affected target and probe. If the cause isn’t clear, review the Discovery Application logs. For guidance on resolving connectivity, authentication, and access issues and locating the relevant log files, see [Troubleshoot Agentless Discovery Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_troubleshoot_agentless_scans.htm&release=264.0.0&type=5 "Resolve target connectivity, authentication, and access issues to restore agentless discovery coverage and keep CMDB data current. Review scan job details and Discovery Application logs to identify where a scan stopped and apply the appropriate resolution."). <!-- document id=f1211a1c64a0ac30d1672335103c7949807bec6bdfc82fd1c16e9efb8fc25f63 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_whisper.md --> # Monitor and Support Your Service Reps Monitor and support your service reps in real time while they’re working with customers. While monitoring conversations in Command Center for Service, prioritize the ones with a raised flag. A flag can be raised when a service rep needs your help or a conversation intelligence rule detects a previously determined key word or phrase. When a service rep raises a flag to signal that they need help, you can hold a private 2-way conversation with them in Command Center for Service. Conversations for the Chat standard channel are 1-way only: service reps can send whisper messages to the supervisor, but the supervisor can't reply. 1. In Command Center for Service, look in the Flag column of the All Agents tab. A raised flag appears when service reps seek your help. Or you see an alert if conversation intelligence rules detect a certain word or phrase. 2. Click the raised flag to preview the service rep’s message to you. Optionally, you can lower the flag. 3. To see the full message, click **Monitor** to open the monitoring window (1) and send whisper messages to the service rep. ![The Call Monitoring modal appears inside Command Center for Service.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_command_center_for_service_exp_whisper.png) 4. If using [Einstein Conversation Translate (beta)](https://help.salesforce.com/s/articleView?id=service.messaging_translate_setup.htm&language=en_US), click the Translate button in the messaging conversation window. 5. When the service rep no longer needs help, you or the service rep can lower the flag. If you close the monitoring window, you can reopen it to continue the conversation. The conversation doesn’t end until the call, messaging, or chat session ends. The service rep-supervisor conversation is added in real time to the conversation transcript. #### See Also - [Reduce Agent Handling Time with Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&type=5&language=en_US) <!-- document id=daf51a2a003a20981280698241c1ff278b2f0b42fd67898fff60ab22500646b0 url=/admin/current/en-us/service/264-0-0/voice_monitor_sync_status.md --> # Monitor and Sync Rep Status To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d121667e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">To configure a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">Salesforce Voice Contact Center Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 ">To set up the Connection Status utility:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121667e72 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> </tbody> </table> Adding Provider Status to the Connection Status Utility is compatible with Presence Status Sync or Presence Status Mapping. Provider Status isn’t compatible with Omni-Channel Unified Routing. Before you begin, make sure the [Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&language=en_US) is added to your app. 1. From Setup, in the Quick Find box, enter `Contact Centers`, and select **Amazon Contact Centers**. 2. Open your contact center. 3. Edit your contact center details, select **Add telephony provider presence status to Connection Status utility**, and then save your changes. 4. Guide reps to refer to their Connection Status Utility if they are experiencing sustained status mismatch between Omni-Channel and Amazon Connect. Status messages in the Provider Status section provide rep guidance. For more information on how and when to manually sync the Omni-Channel status to the provider status, see a reference of messages and recommendations in [Check Connection Status and Address Provider Status Issues](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."). #### See Also - [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") <!-- document id=286a88fb749c6e7909f8c38204e5d1baa4eb4bc4017060a6efd8d725cf013fc6 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_monitor.md --> # Monitor Autonomous Scheduling in the Legacy Agentforce Builder You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Understanding Messaging Sessions and Service Appointments in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_understand.htm&release=264.0.0&type=5)** Learn about how engagement topics connect between messaging sessions and service appointments. - **[Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_setup.htm&release=264.0.0&type=5)** Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics. - **[Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_omni_supervisor.htm&release=264.0.0&type=5)** Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. After you’ve set up monitoring, you can drill down on any conversation between your agent and the customer. - **[Use Omni-Channel to Handle Autonomous Scheduling Escalations in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_omni_channel.htm&release=264.0.0&type=5)** After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar. - **[Use Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5)** To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers. <!-- document id=429f6d53a7865dcd499c2a30977536119a2e24400af518d237c4e63f86967560 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_monitor_studio.md --> # Monitor Autonomous Scheduling in the New Agentforce Builder You can monitor agent conversations in several ways. Use the Omni Supervisor to view all active agent conversations. Use the Omni-Channel component to handle escalated conversations. Use the Agentforce Scheduling Supervisor View to view active, escalated, and completed conversations from the last 72 hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Understanding Messaging Sessions and Service Appointments in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_understand_studio.htm&release=264.0.0&type=5)** Learn about how engagement topics connect between messaging sessions and service appointments. - **[Set Up Monitoring for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_setup_studio.htm&release=264.0.0&type=5)** Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics. - **[Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_omni_supervisor_studio.htm&release=264.0.0&type=5)** Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. After you’ve set up monitoring, you can drill down on any conversation between your agent and the customer. - **[Use Omni-Channel to Handle Autonomous Scheduling Escalations in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_omni_channel_studio.htm&release=264.0.0&type=5)** After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar. - **[Use Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent_studio.htm&release=264.0.0&type=5)** To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers. <!-- document id=6efc90fd48a204ddfb99e18b351354855fd49f373140110bb15d59da935e2852 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_monitor_batch.md --> # Monitor Batch Job Progress Track batch job progress and health to verify that high-volume asset transitions are complete. Review run details, inspect processed records, and isolate failures. Monitor background processes through Setup, notifications, or email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Monitor Workflow Services Page Check batch job progress from the admin configuration console. 1. From Setup, in Quick Find, enter Monitor Workflow Services, and select **Monitor Workflow Services**. 2. Select the batch job, and open the batch run instance. 3. View run status, processed records, and failures. ## Bell Notifications Review automated system alerts to track background processing states. 1. When a batch job finishes, select **Notifications** in the header. 2. Select the notification link to view the list of processed assets. 3. Review run outcome for each asset, including completed, failed, or skipped statuses. ## Email and Slack Alerts Monitor job completion from email or Slack. To monitor jobs via email: 1. Open the automated email sent after job completion. 2. Select the direct link to view the run details. 3. Review asset status. To monitor jobs via Slack, the batch job owner completes these steps. 1. Open Slack. 2. Review the message notification for the run details. <!-- document id=942fe157908d25b33ceb52bb6ccc8dcef0b82766722408bc242cebec8f59bdeb url=/admin/current/en-us/service/264-0-0/voice_setup_mos.md --> # Monitor Call Quality with Mean Opinion Scores To stay one step ahead of possible network degradations or call quality issues, add the Mean Opinion Score (MOS) field to your Voice Call layouts. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67537e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67537e75 ">To edit a page layout:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67537e75 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, click the **Object Manager** tab. Select **Voice Call**, and open the Voice Call Layout setup page. 2. Add the Mean Opinion Score field to the Details section of the Voice Call layout. 1. Click **Fields**. 2. Drag the Mean Opinion Score into the Details section, and place it where you want it to appear. 3. Click **Save**. <!-- document id=e8e380f57072ed8d32b8deebc8ac9695241b311d7b17a195f8e5f291217d59de url=/admin/current/en-us/service/264-0-0/it_srvcs_use_changeriskcard.md --> # Monitor Change Risk Prediction Card Forecast the risk of a change request failing by using machine learning to generate a score from 0 through 100. Use these data-driven scores to replace subjective assessments with a consistent process that improves IT stability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> 1. From the App Launcher, find and select **Change Requests**. 2. From the Change Requests page, open a record. 3. In a change request record, navigate to the Change Risk Score card in the side panel. The Change Risk Score card displays the probability that a change request will fail. 4. Review the predicted score to determine the risk level. For example, a score of 33.35 indicates a moderate risk of change request failure. 5. In the Top Predictors list, identify the factors influencing the score. Common predictors include: - Subject and Description: Keywords like password or rejecting that correlate with historical patterns. - Priority and Urgency: The impact of related incidents or current urgency levels on the final score. - Historical Trends: Factors such as the percentage of past incidents breached by the current owner. 6. Use the feedback icons to help refine the machine learning model: - Select the **Thumbs Up** icon if the prediction is accurate. - Select the **Thumbs Down** icon if the prediction is incorrect. **Example:** ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Sarah, a Change Manager at Cumulus Bank, oversees critical updates to banking applications. When a database schema migration for real-time transactions is scheduled, a change request is created with these details. - Change Request Number: CHG-4055 - Subject: Database Schema Migration for Real-Time Transactions - Category: Database Sarah opens the record and sees the Change Risk Score card with a score of 72.45. This score indicates a high probability of failure for the planned migration. Sarah reviews the risk factors identified by machine learning. Predictive AI identifies that the Subject and Description fields contain keywords such as Migration and Schema, which historically correlate with higher failure rates. Additionally, the historical trends predictor shows that an emergency change has higher likelihood of a failed change. To maintain IT stability, Sarah postpones the migration by 24 hours for sandbox testing and assigns an expert reviewer. Using data analysis from the Change Risk Score, Sarah follows a consistent process that prevents a service outage. <!-- document id=c93e9e8a484f9459305cdd89dfa6150482be2c09af3e3255f9d9b6b9610d5be3 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_cicriticality.md --> # Monitor Configuration Item Criticality Prediction Card Forecast configuration item (CI) business criticality by using machine learning, CMDB dependency, and incident data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize incidents, improve change risk decisions, and focus resources on the most business-critical assets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> 1. From the App Launcher, find and select **Incidents** or **Change Requests** or **CMDB and Service Graph**. 2. Open an incident, a change request, or a configuration item record. 3. On an incident or change request or configuration item record page, go to the Configuration Item Criticality Score card in the side panel. 4. Review the predicted score to determine the probability of a configuration item failure. For example, a score of 0.08 indicates a low risk. 5. In the Top Predictors list, identify the factors influencing the score. 6. Use the feedback icons to help refine the machine learning model: - Select the **Thumbs Up** icon if the prediction is accurate. - Select the **Thumbs Down** icon if the prediction is incorrect. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Maria, an Incident Manager at Cumulus Bank, manages high-impact service events across customer-facing systems. During a trading slowdown, an incident is created for a core database service CI with these details. - Incident Number: INC-5824 - Subject: Trading Platform Performance Degradation - Core DB Cluster - Category: Infrastructure/Database - Configuration Item: PROD-DB-CLUSTER-03 Maria opens the incident and sees a CI Business Criticality Score of 94. The score indicates that this CI has a high business impact based on dependency topology, incident history, and major incident associations. Maria reviews the model signals and confirms why the score is high. Predictive AI shows that this CI supports multiple revenue-critical applications, has frequent linkages to upstream and downstream services, and involved in past major incidents with long resolution times. To reduce business risk, Maria prioritizes this incident ahead of other open tickets and assigns it directly to the specialized database reliability team. Maria also flags related records for closer monitoring because a failure in this CI can affect multiple business services. <!-- document id=64b87a6b9f51c500591935bdbe4a9742a6c0be70b5737b30dcdeb78726f6731d url=/admin/current/en-us/service/264-0-0/omnichannel_cc_live_cards.md --> # Monitor Contact Center KPIs with Live Cards Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is available with Enhanced Omni-Channel only. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44097e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44097e60 ">To configure pages in the Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44097e60 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44097e60 ">To access Command Center for Service V2:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44097e60 ">Access Command Center for Service V2</td> </tr> </tbody> </table> Live Cards are Lightning App Builder components that display real-time and historical Omni-Channel key performance indicators (KPIs). Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. **Set Up a Live Card** 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Create a custom page using Command Center page type or clone a page using the out-of-the-box Command Center for Service V2 template. 3. In the left-hand component panel, select **Live Card**. 4. Drag the Live Card component onto the canvas layout. 5. With the component selected, configure the following properties in the configuration panel on the right: - **Card Type:** Select the type of card based on what you want to display. These are the different card types available depending on your use case. - **OmniChannelMetricCard**: Display one metric value and optional comparison. Use for quick status checks. Supports Value visualization only. - **OmniChannelBreakdownCard**: Compare metrics across dimensions such as queues, reps, skills, channels. Use for comparisons. Supports Bar Chart, Stacked Bar Chart, and Donut Chart visualizations. - **OmniChannelMultiSeriesCard**: Display metric trends over time. Use for trend analysis or pattern identification. Supports Timeseries Chart and Multi-Timeseries Chart visualizations. Available for historic metrics. - **Metric:** Select an Omni-Channel KPI to display (such as Handle Time, Wait Time, Active Work Volume, or SLA Compliance). - **Title:** Enter a custom label for your supervisors to see. - **Timeframe:** Select the calculation window. For real time data, select **Current**. For historical metrics, select **Last 15 Minutes**, **Last Hour**, **Last 8 Hours**, or **Last 24 Hours**. - **Visualization:** Select how the data renders. This property is only available when using the OmniSupervisorBreakdownCard card type. 6. Click **Save**, then activate the page and assign it to the appropriate supervisor Public Group or Profile, or app of your choice. **Filter and Adjust Metrics** Supervisors can adjust cards dynamically to isolate critical team metrics. All filter states persist and save automatically across sessions until manually cleared. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated [supervisor configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&language=en_US). Filters follow this logic: - **Within a single filter type (OR):** When you select multiple options within the same filter, for example, two or more Skills, the card shows work that matches any of those selections. For example, selecting Skill A and Skill B returns work routed via Skill A or Skill B. - **Across different filter types (AND):** When you make selections across different filter types, for example, selecting a Skill and a Rep, the card narrows results to work that satisfies all of the active filter groups. For example, selecting Skill A and Rep 1 returns work that is routed to Rep 1 via Skill A. To isolate specific records, click the filter icon on a card and select your criteria: - **Queue(s):** Show data for one or more specific work queues. - **Skill(s):** Filter by skill(s) assigned to work items. - **Channel(s):** Filter by specific [service channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) configured in your org. - **Service Rep(s):** Target data to one or more specific agents. - **Service Rep Type:** Filter by metrics based on only AI-owned or human-owned work. - **Team(s):** Filter by one or more teams (Public Groups) selected in your Supervisor Configurations. To reset your filters to the administrator's original layout configuration, clear the selected filters. - **[Omni-Channel Metrics Available in Live Card](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_live_card_metrics.htm&release=264.0.0&type=5)** Omni-Channel metric options for Live Card Lightning App Builder component. <!-- document id=99f6f8910ef78fbc84d74784dcc40920583d8a6dc51e55ca4329c04d7d05ba11 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_email_monitor.md --> # Monitor Email Conversations in the Legacy Agentforce Builder Monitor email conversations for agents connected to email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> The Agentforce Scheduling Supervisor View isn’t supported for this solution. To monitor conversations, you can find the email threads in the case’s Related tab. ![Email threads in case Related tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_email_case_emails.png) You can also define a custom list view that includes these cases. ![Custom list view for email cases](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_email_case_list_view.png) <!-- document id=c1eaab89dc565a8693c8687ca69fa1ca428b0d33ee816edd76c2690443582f1c url=/admin/current/en-us/service/264-0-0/pfs_monitor_optimization_requests.md --> # Monitor Field Service Schedule Optimization Requests Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97508e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97508e72 ">To cancel optimization requests:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97508e72 ">Abort Optimization Request custom permission</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ From the Optimization Requests tab [Create a custom tab](https://help.salesforce.com/articleView?id=creating_custom_object_tabs.htm&type=5&language=en_US) for the Optimization Request object, and customize the list view to show useful fields like Status, Start, Finish, and Failure Reason. Click any request to view its details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Add the Failure Details field and Notes and Attachments related list to the optimization request page layout. These page elements give you a fuller view of the request. ![Optimization Requests tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_requests_tab.png) Click an optimization request to show more information about the request, including who created, owns, and modified the request, the scheduling policy, the criteria defined to keep appointments scheduled during optimization, the number of objects to schedule, and the actual number of objects scheduled. For example, service managers can easily identify the user who initiated the global, in-day, or resource schedule optimization request or who configured the scheduled job. The Owner field in the optimization request shows the user’s name, providing insights into scheduling and optimization actions. This functionality facilitates system tracking, troubleshooting, and traceability. You can track optimization performance with reports. Each optimization run creates a Territory Optimization Request record for every service territory in the run. These records store scheduling metrics before and after optimization. To analyze performance, create reports on the Territory Optimization Request object and filter by Optimization Request to scope data to specific runs, territories, or time periods. Useful fields include: Scheduled Appointments Before, Scheduled Appointments After, Travel Time Between Appointments Before, Travel Time Between Appointments After, Unscheduled Resources Before, Unscheduled Resources Before After, and Unscheduled Services Rule Violation. From the Gantt Click the lightbulb icon at the top of the Gantt to view the status of recent optimization requests. When a global optimization request is in progress, you can see a percentage-based progress bar and the option to cancel the request. ![Global optimization progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_request_progress_global.png) In-day optimization progress appears below the Gantt’s time axis. ![In-day optimization progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_request_progress_inday.png) A percentage-based progress bar isn’t available for resource schedule optimization requests, but the resource’s row in the Gantt changes color to indicate that optimization is in progress. ![RSO progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_request_progress_rso.png) Why did my request fail? Salesforce sometimes cancels optimization requests to protect the integrity of your schedule. Here are the most common reasons a request fails. - If a request stays in the same status for longer than the configured limit, it’s canceled. The limit varies depending on the status and the type of optimization. - If optimization runs longer than your org's session timeout value, it gets stuck in the "In Progress" status. The optimization job fails, resulting in an error when it tries to deliver the results to your Salesforce org. To avoid failed optimizations, increase your session timeout value to at least 2 hours, or select a quicker optimization run time. - Scheduled optimization jobs can generate one or more JSON files. The request fails if a JSON file contains more than 6 million characters. To check whether an optimization job exceeded this limit, go to the Optimization Requests tab. Open the request associated with the failed job, and click the value in the Optimization Data field. In the Notes and Attachments related list, open each JSON file and check its character total. If the Optimization Data field is empty, check the Error field for details. If the Error field is empty, contact Salesforce to learn more about the failure. - If simultaneous conflicting updates are made to the schedule while a request is open, the request is canceled. For example, this can happen when you add or update appointments or resource absences that fall into the date range and service territory being optimized. - Resource schedule optimization fails if more than 50 service appointments are required to remain scheduled during the optimization. To change which appointments must remain scheduled, select a different category in **Keep these appointments scheduled** when you run the optimization. For example, if In Jeopardy is selected and more than 50 appointments are in jeopardy for the selected time period, the request fails. To review limits and limitations related to schedule optimization, see [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&release=264.0.0&type=5 "Learn about the limits and limitations of Agentforce Field Service and Operations (formerly Field Service)."). #### See Also - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&release=264.0.0&type=5 "In Field Service, when last-minute developments occur like canceled jobs or lateness, use Resource Schedule Optimization (RSO) to design the best schedulefor an individual service resource.") <!-- document id=0345329936ebd018182028f3c5f4b1248a33af548b14b21b949cea2ed710385f url=/admin/current/en-us/service/264-0-0/it_srvcs_use_majrincdntcard.md --> # Monitor Major Incident Prediction Card Forecast whether an incident is likely to escalate to a major incident by using machine learning to analyze real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open a record. 3. In an incident record, navigate to the Major Incident Score card in the side panel. Major Incident Score card displays the probability that the incident will escalate into a major incident. 4. Review the predicted probability to assess the risk level, where a score of 0.08 indicates a very low risk and a score of 98.28 indicates a high risk of escalation. 5. In the Top Predictors list, identify the factors influencing the score. 6. Use the feedback icons to help refine the machine learning model: - Select the **Thumbs Up** icon if the prediction is accurate. - Select the **Thumbs Down** icon if the prediction is incorrect. **Example:** ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example John, an IT Analyst at Cumulus Bank, triages support ticket influxes following firmware updates. When warehouse operators can't log into handheld scanners, an incident record is created with these details. - Incident Number: INC-00003879 - Subject: Scanner Authentication Failures - Southeast Hub - Category: Hardware/Authentication John opens the record and sees the Major Incident Prediction card with a score of 98.77. This score indicates a near-certainty that the incident will likely escalate into a business-critical event. John reviews the top predictors list, powered by machine learning, to identify the risk. Predictive AI identifies that the volume of high-priority tickets linked to this issue is the primary driver for the high score. Additionally, historical patterns show that authentication failures with local servers lead to significant shipping disruptions. To maintain service reliability, John triggers the major incident response protocol. Using data analysis from the major incident score, John ensures engineering and communications teams prioritize the issue before the shipping disruptions occur. The team transitions to a proactive response and reduces the business impact. <!-- document id=1a4b6ece5e7ec6aa3cdc5469b80d3b3b738d44e18d1a8d40a3712fd5cd128a21 url=/admin/current/en-us/service/264-0-0/queues_membership_reporting.md --> # Monitor Queue Members with Reports See all users, roles, public groups, and territories added to your queues. Create a custom report type before building reports on queue members. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88675e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e59 ">To create and update custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e59 "> <p>Create and Customize Reports</p> <p>AND</p> <p style="margin-bottom:0;">Manage Custom Report Types</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e59 ">To create, edit, and delete reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e59 "> <p>Create and Customize Reports</p> <p>AND</p> <p style="margin-bottom:0;">Manage Custom Report Types</p> </td> </tr> </tbody> </table> - **[Create a Custom Report Type for Queue Members](https://help.salesforce.com/s/articleView?id=service.queues_membership_reporting.htm&release=264.0.0&type=5)** Before you can build reports on queue members, create a custom report type. - **[Report on Queue Membership](https://help.salesforce.com/s/articleView?id=service.queues_membership_reporting.htm&release=264.0.0&type=5)** Build a report on queue members. Queue members can be users, roles, public groups, territories, connections, and partner users. ## Create a Custom Report Type for Queue Members Before you can build reports on queue members, create a custom report type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88675e193">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e193 ">To create and update custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e193 "> <p>Create and Customize Reports</p> <p>AND</p> <p style="margin-bottom:0;">Manage Custom Report Types</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Report Types, and then select **Report Types**. 2. Select **Group Member** as the Primary Object. Queues are a type of group. 3. Add a label and description. 4. Choose which category to store the report in. 5. Select a Deployment Status. 6. Click **Next**, and then save. 7. To customize which fields are displayed in the custom report type, in the Fields Available for Reports section, click **Edit Layout**. To add fields, click **Add fields related via lookup**, and then select any of these supported fields: Group ID, Group Name, Group Type, Included Group ID, Included Group Name, Included Group Type, User ID, User Full Name, User Active, User Type, and User Email. Click **OK**, and then click **Save**. 8. Save your work. ## Report on Queue Membership Build a report on queue members. Queue members can be users, roles, public groups, territories, connections, and partner users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88675e363">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e363 ">To create and update custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88675e363 "> <p>Create and Customize Reports</p> <p>AND</p> <p style="margin-bottom:0;">Manage Custom Report Types</p> </td> </tr> </tbody> </table> Here’s how to configure a sample queue members report. 1. Create a new report. Select the custom report type created for queue members. 2. To see all queue members, adjust your filters so that Show Me is set to **All group member** and Created Date is set to **All Time**. 3. Under Columns, select which fields to display. 4. To see only members of queues and filter out other types of groups, add a filter for Group: Type so that the field’s value must equal Queue. There are multiple values available for Group: Type, but only Queue and Regular, for public groups, are supported. 5. Group rows to help with your analysis. For example, group by the queue’s name or ID to see which users or other included groups are members. You can also group by the member’s name or ID to see which queues they’re added to. 6. To help with your analysis, add charts for a visual overview of your data. For queues containing all users in a specified role, the report displays the role sharing group ID in the Included Group: Group ID field. The role’s ID isn’t displayed. For more information, see [Role and Territory Sharing Groups](https://help.salesforce.com/s/articleView?id=platform.users_role_terr_sharing_groups.htm&type=5&language=en_US) in Salesforce Help. #### See Also - [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) - [Build a Report](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_build.htm&type=5&language=en_US) - [_Object Reference for the Salesforce Platform_: GroupMember](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_groupmember.htm) <!-- document id=e1aada8b9c9053d50ae113e0a9f8342c3060474b324be0ec3f6b1470c2a9d1c1 url=/admin/current/en-us/service/264-0-0/afcc_sv_monitor.md --> # Monitor Salesforce Voice in Agentforce Contact Center Monitor the performance of your Agentforce Contact Center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Configure Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_reports.htm&release=264.0.0&type=5)** To track the performance of your contact center and reps, install the prebuilt Service Cloud reports and dashboards. These reports appear in the Reports tab within the Command Center for Service. You can copy, modify, and delete them, if needed. - **[View Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.afcc_sv_view_reports.htm&release=264.0.0&type=5)** Supervisors can access historical insights via the Reports tab in the Command Center for Service. - **[Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&release=264.0.0&type=5)** Check your softphone error message or information code against our reference list to see what action to take to make reps’ calls and the supervisor experience run smoothly. <!-- document id=d8d35cd02eca19ca4de55d203785d10d3cb9f33245f57d865f3ae5dcb3ec5147 url=/admin/current/en-us/service/264-0-0/pfs_service_appointment_lifecycle.md --> # Monitor Scheduling History in Field Service with Service Appointment Lifecycle Keep track of changes made to service appointments with Service Appointment Lifecycle. This makes it easy to see what happened to an appointment and to quickly resolve any related issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Service Appointment Lifecycle lets dispatchers, service managers, and Salesforce admins have a clear view of service appointment scheduling history. It helps you track changes to key service appointment details related to scheduling, such as service resource, duration, and scheduled start and end times, and see who made them. This information shows on the service appointment record page and helps you easily spot and review scheduling issues. Each change is also saved to the Field Service object change record page where you can see additional information related to the change. For example, if a scheduled service appointment is unscheduled, Service Appointment Lifecycle shows you who made the change and what scheduling details were changed. If the change was made by optimization and you want to know why the appointment was unscheduled, you can find the reason under Activity Details on the Field Service Object Change record page. With Service Appointment Lifecycle, service managers and Salesforce admins can also gain valuable insights into how dispatchers, optimization services, and Agentforce agents manage service appointments. By reviewing the information in the Field Service object changes list view and using the platform’s capabilities to create charts, you can identify and analyze patterns and trends and create reports to better manage the scheduling process. For example, you can identify who makes mostly manual updates versus who accepts the optimization’s scheduling, and how many scheduling activities and detail updates exist for each service appointment. ![Service Appointment Lifecycle UI](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_sa_lifecycle.png) - **[Set Up Service Appointment Lifecycle](https://help.salesforce.com/s/articleView?id=service.pfs_service_appointment_lifecycle_set_up.htm&release=264.0.0&type=5)** Configure your Service Appointment Lifecycle settings. - **[Access Service Appointment Lifecycle](https://help.salesforce.com/s/articleView?id=service.pfs_service_appointment_lifecycle_access.htm&release=264.0.0&type=5)** View the scheduling history of a service appointment. <!-- document id=576f4f67b952a5a0d6977bacb46684911b0ef15dc2f98b11468f42c8114e807b url=/admin/current/en-us/service/264-0-0/support_reporting.md --> # Monitor Service Activity with Out-of-the-Box Reports Use support reports to track the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Take the [Service Analytics App](https://trailhead.salesforce.com/content/learn/modules/service_wave_app_intro) Trailhead module to get insights into your Service data with a prebuilt app. You can also report on the solutions for your organization, including solution history, the languages in which solutions have been written, and whether translated solutions are out of date. If you have enabled the Self-Service portal, you can run reports to track usage of your Self-Service portal. - **[View Prebuilt Service Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.report_service_cloud_view.htm&release=264.0.0&type=5)** Improve the operational efficiency of your contact center with dashboards and reports. Get insights into cases, view rep and queue performance, and track critical KPIs such as average handle time. - **[Monitor Support Processes](https://help.salesforce.com/s/articleView?id=service.monitor_support_automation_parent_admin.htm&release=264.0.0&type=5)** After you set up your customer support automation, monitor your case escalation rule queue, your entitlement process queue, and your automated knowledge article actions. - **[Use Custom Report Types to Report on Support Activity](https://help.salesforce.com/s/articleView?id=service.reports_support_crts.htm&release=264.0.0&type=5)** Cases and Solutions come with a number of custom report types that you can use to track your team’s work with cases and solutions. - **[Tips for Effective Support Reporting](https://help.salesforce.com/s/articleView?id=service.reports_support_tips.htm&release=264.0.0&type=5)** You can get a lot of useful information out of your cases and solutions data if you keep a few tips and best practices in mind. #### See Also - [Service Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave.htm&type=5&language=en_US) - [Field Service Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_app_field_service_wave.htm&type=5&language=en_US) - [Manage Field Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_set_up_customer_reports.htm&type=5&language=en_US) - [Report on Chat Sessions](https://help.salesforce.com/s/articleView?id=service.live_agent_report_on_sessions.htm&type=5&language=en_US) <!-- document id=87081d8aad23492534f11b4e8bde1e7451a404d7fce41fb221a5e7561d7b5368 url=/admin/current/en-us/service/264-0-0/sp_performance.md --> # Monitor Service Assistant Use Service Insights to review Service Assistant metrics and analyze how effective service plans are for your organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant isn’t supported with Agent Analytics, Observability, or Session Tracing. Metrics are provided only through Service Insights, in the Service Assistant dashboard, and only for Service Assistant for Case. The dashboard doesn’t provide metrics for Service Assistant for Messaging or Service Assistant for Voice. - [Metrics Overview](https://help.salesforce.com/s/articleView?id=service.sp_performance.htm&release=264.0.0&type=5) - [Set Up Service Assistant Metrics](https://help.salesforce.com/s/articleView?id=service.sp_performance.htm&release=264.0.0&type=5 "To evaluate service plan metrics, set up a Service Assistant metrics dashboard using Service Insights.") - [Service Assistant Metrics Reference](https://help.salesforce.com/s/articleView?id=service.sp_performance.htm&release=264.0.0&type=5 "When you open the Service Assistant dashboard, the dashboard shows a general overview of several service plan KPIs for a quick look at service plan performance. To further evaluate your metrics, use the four data tabs under Data Explorer: Case, Plans, Topics, and Plan Feedback. Here are the specific metrics each tab shows.") ## Metrics Overview Accurate and high-quality subagents help to provide effective plans for your service reps. With Service Assistant metrics data provided through Service Insights, you can identify low-performing subagents and then edit them to produce more effective service plans. For example, one metric is obtained when your service reps use the feedback buttons in the Service Assistant component to rate the quality of the plan. The feedback data helps you identify which subagents associated with a particular issue type aren’t performing well. Metrics are based on the subagent assigned to the record. For example, the dashboard shows how long it takes to resolve cases with plans that use a particular subagent. Metrics don’t measure the time reps spend on individual steps or how helpful individual steps are in dynamic plans. Metrics also don’t provide data on actions, such as how often actions are assigned to a step or how often they’re run. Accessing and evaluating Service Assistant performance is completed with Service Insights, a data analytics feature that uses Data 360 and Tableau to gather and track key performance indicators (KPIs). - Through Service Insights, you create a metrics dashboard that shows key metrics, such as case-handle time with service plans, top subagents assigned to service plans, and plan ratings. - Through Data 360, you install the Service Planner Data Kit that initiates the flow of data from Service Assistant to its associated data model objects (DMOs) in Data Cloud. Service Insights unpacks the data in these DMOs and shows the metrics in the Service Assistant dashboard within the Service Insights App. Keep in mind that the data kit name reflects the name for the tracked metrics of service plans, not Service Assistant. The following steps provide you with the specific Service Insights setup documentation you're required to complete for Service Assistant. Keep in mind that the installation of the Service Planner Data Kit isn’t included as part of Service Insights. We've included it here. ## Set Up Service Assistant Metrics To evaluate service plan metrics, set up a Service Assistant metrics dashboard using Service Insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d78912e170">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78912e170 ">To set up and use Service Insights for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78912e170 "> <ul> <li>Customize Application</li> <li>Data Cloud Admin </li> <li>Data Cloud Marketing admin </li> <li>Data Cloud Salesforce Connector* </li> <li>Prompt Template Manager </li> <li>Prompt Template User</li> <li>Tableau Next Included App Business User permission set</li> <li>Tableau Next Included App Manager permission set</li> <li>Service Planner User permission set</li> </ul> <p style="margin-bottom:0;">*Requires the Draft Service Plans with Generative AI system permission enabled for the permission set.</p> </td> </tr> </tbody> </table> Before you get started, review these prerequisites. - To view Service Assistant metrics, you must have Service Assistant set up and in use. We recommend reviewing your metrics after a few weeks’ use of Service Assistant. - The Service Assistant metrics dashboard provides metrics for Service Assistant for Case only. It doesn’t provide metrics for Service Assistant for Messaging or Service Assistant for Voice. - Review the Service Data Kit considerations in [Service Insights Considerations and Requirements](https://help.salesforce.com/s/articleView?id=service.service_insights_considerations.htm&type=5&language=en_US). - You must have Data 360 provisioned and enabled. - You have these Service features enabled. They're required for Service Insights. - Email Drafts - Email-to-Case - Omni-Channel - Skills-Based Routing - Surveys ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Insights is powered by Data 360 and your Data 360 credits are consumed to gather all metrics. ### Start Service Insights Setup Complete Service Insights prerequisite steps to get your Salesforce org prepared for data analytics. 1. [Create a Data Cloud Salesforce CRM connection for Service Insights](https://help.salesforce.com/s/articleView?language=en_US&id=service.service_insights_data_cloud_connect.htm&type=5). 2. [Update the Data Cloud Salesforce Connector permission set](https://help.salesforce.com/s/articleView?id=service.service_insights_update_data_cloud_connector_permission_set.htm&type=5&language=en_US). 3. [Install the Service Data Kit for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_install_data_kit_task.htm&type=5&language=en_US). 4. [Set up Service Data in Data 360 for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_setup_data_in_dc_task.htm&language=en_US&type=5). ### Deploy the Service Assistant Data Kit Use the Service Assistant Data Kit to create data streams that initiate the flow of data from the standard Service Assistant objects to data model objects. 1. From the app launcher, enter and select **Data Cloud**. 2. From the Data Cloud app, in the menu tabs, select the **Data Streams** tab. If you don’t see the tab, click the **More** tab and then select **Data Streams**. 3. From the Data Streams page, click **New**. 4. From the New Data Stream guided setup, under connected sources, select **Salesforce CRM**. 5. From the Salesforce org dropdown, select your Salesforce org. 6. Next to the Salesforce org dropdown, select **Data Bundles**. 7. Under Custom Data Bundles, select **Service Planner**. 8. From the Edit Data Fields window, determine what fields you want included for each object. All fields are selected by default. 9. Click **Next**. 10. From the Data Streams Bundle Configuration Details window, click **Deploy**. ### Complete Service Insights Setup Take the steps in [Install Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_enable.htm&language=en_US&type=5). You use a guided setup to install Service Insights and the Service Assistant metrics dashboard. In the guided setup, the Service Agent Analytics step is optional. You can choose to add analytics for the Agentforce Service Agent to show with your Service Assistant analytics. Also, in the Service Assistant Analytics step, the Service Assistant analytics data space is chosen by default. You can choose to use a different data space. After you complete the installation, your dashboard is available in the Service Insights app. ### Access Your Metrics 1. From the app launcher, enter and select **Service Insights**. 2. From the Service Insights page menu, select **Service Assistant Analytics** and then review your metrics. ![Service Assistant dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dashboard.png) ## Service Assistant Metrics Reference When you open the Service Assistant dashboard, the dashboard shows a general overview of several service plan KPIs for a quick look at service plan performance. To further evaluate your metrics, use the four data tabs under Data Explorer: Case, Plans, Topics, and Plan Feedback. Here are the specific metrics each tab shows. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In the Service Assistant dashboard, the **Topics** tab and any KPI that includes "Topic" or "Topics" refer to subagents. The dashboard isn’t updated with the current naming for subagents. Also, the dashboard doesn’t currently provide metrics for Service Assistant for Messaging or Service Assistant for Voice. ### Cases Tab | KPI | CALCULATION | | --- | --- | | Case Trends | The number of cases over time. | | Cases (With Plans) | The number of cases with service plans over time. | | Cases (Without Plans) | The number of cases without service plans over time. | ### Plans Tab | KPI | CALCULATION | | --- | --- | | Top Plan Topics | The most frequently assigned subagents within your service plans. | | Top Topics with Started Plans | The frequently assigned subagents to service plans that are started by service reps. | | Top Topics with Completed Plans | The most frequently assigned subagents to service plans that are completed by service reps. | ### Topics Tab | KPI | CALCULATION | | --- | --- | | Topic Name | The name of the subagent that you want to review. | | Plan Count | The total number of plans with an assigned subagent. | | Plans Started (Percentage) | The total number of plans with the assigned subagent that are started by service reps. | | Plans Completed (Percentage) | The total number of plans with the assigned subagent that are marked as closed by service reps. | | Average Handle Time (Minutes) | The total amount of time in minutes that it takes a service rep to start and close a case that has a service plan with the assigned subagent. | | Positive Rating (Percentage) | The percentage of service plans with the assigned subagent that have a positive rating. | | Negative Rating (Percentage) | The percentage of service plans with the assigned subagent that have a negative rating. | | No Rating (Percentage) | The percentage of service plans with the assigned subagent that have no rating. | ### Plan Feedback Tab | KPI | CALCULATION | | --- | --- | | Plan Feedback Ratings | The total number of plans with feedback ratings. | | Top Topics with Positive Ratings | The total number of plans with positive feedback ratings. | | Top Topics with Negative Ratings | The total number of plans with negative feedback ratings. | <!-- document id=d6e6c73d4abb19ca2ec0f5e8c4409bde2f610b3f460244ab66a4d82c578a1d76 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_slabreachcard.md --> # Monitor SLA Breach Prediction Card Forecast SLA breach probabilities by using machine learning and real-time data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize urgent tasks, manage critical issues, and improve service reliability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open a record. 3. In an incident record, navigate to the SLA Breach Score card in the side panel. 4. Review the predicted score to determine the probability of an SLA breach. For example, a score of 0.08 indicates a very low risk. 5. In the Top Predictors list, identify the factors influencing the score. Common predictors include: - Subject and Description: Keywords that historically correlate with breaches. - Impact: The correlation between the assigned impact level and the prediction. - Owner History: The percentage of past records breached by the current owner. 6. Use the feedback icons to help refine the machine learning model: - Select the **Thumbs Up** icon if the prediction is accurate. - Select the **Thumbs Down** icon if the prediction is incorrect. **Example:** ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Smith, an Incident Manager at Cumulus Bank, manages critical service disruptions. When a spike in database query timeouts affects trading portals, an incident record is created with these details. - Incident Number: INC-4491 - Subject: Production Database Latency - AP-South Region - Category: Software/Database Smith opens the record and sees the SLA Breach Score card with a score of 82. This score indicates a high probability that the resolution time will exceed the 4-hour service level agreement to resolve the incident. Smith reviews the top predictors list, powered by machine learning, to identify risk factors. Predictive AI identifies that the Subject and Description fields contain keywords such as production database and latency, which historically result in complex resolutions. Additionally, the owner history predictor shows that the generalist queue has a high breach rate for high-impact database issues. To maintain service reliability, Smith escalates the incident to the Cloud Infrastructure team. Using real-time data analysis from the SLA Breach Score, Smith ensures experts prioritize the issue before the deadline. The team resolves the latency and maintains the bank's service commitments. <!-- document id=f5abf9dee3032a5d89757cc1b2d4f0387ca5c8b41fe725fca1c87972b6825ae2 url=/admin/current/en-us/service/264-0-0/monitor_support_automation_parent_admin.md --> # Monitor Support Processes After you set up your customer support automation, monitor your case escalation rule queue, your entitlement process queue, and your automated knowledge article actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Monitor the Case Escalation Rule Queue When Salesforce triggers a case escalation rule that has time-dependent actions, use the escalation rule queue to view or cancel pending actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d157786e87">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e87 ">To manage the case escalation rule queue:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e87 ">Modify All Data</td> </tr> </tbody> </table> 1. From Setup, enter Case Escalations in the Quick Find box, then select **Case Escalations**. 2. Click **Search** to view all pending actions for any active case escalation rule, or set the filter criteria and click **Search** to view only the pending actions that match the criteria. The filter isn't case-sensitive. | Filter Option | Definition | | --- | --- | | Case To Escalate | The Case Number of the escalated case. The Case Number is a unique, automatically generated number used for identifying the case. | | Escalation Rule | The name of the rule used to escalate the case. | | Rule Entry | The order in which the rule entry will be processed. A rule entry is a condition that determines how a case escalation rule is processed. Each escalation rule can have a maximum of 3000 rule entries. | | Escalation Action | The time criteria specified for the case to escalate as defined in the rule entry. | | Ignore Business Hours | Indicates if the Ignore Business Hours checkbox is selected on the rule entry, meaning that the rule entry is in effect at all times and ignores your organization's business hours. | | Escalate At | The date and time at which the case will escalate as defined in the rule entry. Dates and times display in the time zone of the user viewing the escalation rule queue. | | Added Date | The date and time at which the case was added to the queue. Dates and times display in the time zone of the user viewing the escalation rule queue. | 3. To cancel a pending action, select the action you want to cancel and click **Delete**. ## Monitor the Entitlement Process Queue When Salesforce triggers an entitlement process that has time-dependent milestone actions, use the entitlement process queue to view or cancel pending actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d157786e290">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e290 ">To manage the entitlement process queue:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e290 ">Modify All Data</td> </tr> </tbody> </table> 1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click **Search** to view all pending actions for any active workflow rules, or set the filter criteria and click **Search** to view only the pending actions that match the criteria. The filter isn't case-sensitive. | Filter Option | Definition | | --- | --- | | Entitlement Process Name | The entitlement process. | | Case Number | The case's automatically generated identifying number. | | Milestone Name | The milestone that triggered the action. | | Evaluation Date | The date the evaluated actions are scheduled to occur. | | Created Date | The creation date of the case that triggered the entitlement process. | | Username | The user who updated the case to trigger an entitlement process. | 3. To cancel a pending action, select the action you want to cancel and click **Delete**. ## Monitor Automated Knowledge Article Actions Salesforce Knowledge users can schedule articles to be published or archived on a specific date. Use the automated-process actions queue to view or cancel pending actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d157786e472">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e472 ">To manage automated-process actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157786e472 ">Modify All Data</td> </tr> </tbody> </table> 1. From Setup, enter Automated Process Actions in the Quick Find box, then select **Automated Process Actions**. 2. Click **Search** to view all pending actions for any article, or set the filter criteria and click **Search** to view only the pending actions that match the criteria. The filter isn't case-sensitive. | Filter Option | Definition | | --- | --- | | Process Definition | The process that is triggering the action. This value is always “KBWorkflow.” | | Object | The object that triggered the pending action. This value is always “Knowledge Article.” | | Scheduled Date | The date the pending actions are scheduled to occur. | | Create Date | The date the article that triggered the pending action was created. | | Created By | The user who created the article that triggered the pending action. | | Record Name | The name of the article that triggered the pending action. | 3. To cancel pending actions, select the pending actions you want to cancel and click **Delete**. <!-- document id=1608788e0365c4352f4b497b2b1fd6224c21c29b8e89801fc4485767011ad9af url=/admin/current/en-us/service/264-0-0/it_srvcs_usage_digital_wallet.md --> # Monitor Usage for CMDB Enterprise in Digital Wallet Monitor how enterprise configuration items are managed and metered in Configuration Management Database (CMDB). Learn how usage is calculated and how Digital Wallet helps you track active enterprise CI counts and usage trends. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> - **[CMDB Enterprise](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_enterprise_addon.htm&release=264.0.0&type=5)** The CMDB Enterprise license enables organizations to manage enterprise Configuration Items (CIs) and applies usage-based metering for qualifying configuration items. - **[Billing Considerations for CMDB Enterprise](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_billing_considerations.htm&release=264.0.0&type=5)** Salesforce meters active enterprise configuration items using a rolling activity window and reflects peak usage in Digital Wallet. <!-- document id=5fbc078b0557dc1516bfa8ab1cc4b8df49e5ef802589e49977678ee78bdc0539 url=/admin/current/en-us/service/264-0-0/safety_cloud_monitor_vax_test_status.md --> # Monitor Vaccination Verification and COVID-19 Testing Status You can monitor the status of vaccination and COVID-19 testing for your events with the Vaccination Health Verification Dashboard and the COVID-19 Testing Verification dashboards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13410e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13410e60 ">To install a package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13410e60 ">Modify All Data</td> </tr> </tbody> </table> Safety Cloud dashboards provide agents with a visual representation of key metrics relating to attendee health and testing verifications. Follow these steps to access the Safety Cloud dashboards and track key progress and status metrics: 1. From the App Launcher, type Dashboards, and then select **Dashboards**. 2. From the left navigation panel, select **All Folders**, and then select the **Health Verifications** folder. 3. To view testing verification metrics, select the **Testing Verifications** dashboard. The Testing Verifications dashboard provides statistics and data about the progress of COVID-19 testing verifications for your event, such as: - Test Verifications - Test Types - Test Results - Rejected Tests - Daily Test Verifications - Daily Results by Source - Test Results by Source 4. To view metrics for vaccination health verifications, select the **Vaccination Health Verifications** dashboard. The Vaccination Health Verification dashboard provides statistics and data about the progress of vaccination verifications for your event, such as: - Number of Vaccinations Verified - Vaccinations by Status - Vaccinations by Type - Vaccinations Unable to Verify - Vaccination Rejection Reasons - Total Number of HV Forms Submitted - Total Unable to Verify - Health Verifications Submitted Daily <!-- document id=2659f01132faf1bd5de23c2726e46cc23acbec11a3ce76b0800611827f4ce794 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_channel_health.md --> # Monitor WhatsApp Channel Health Monitor, update, and troubleshoot the status of your WhatsApp Business Account and phone number—right from Salesforce. Although the information displayed on this page originates from Meta, we display it in your org for ease of access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_channel_health__d1170e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_channel_health__d1170e1627" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Messaging Settings, and select **Messaging Settings**. 2. Select your WhatsApp channel name. 3. Click **WhatsApp Business Profile**. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79439e131">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79439e134">Insights</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e131 ">Health Status</td> <td data-label="Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e134 ">If you see a status of limited or blocked, click the status to learn why.</td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e131 ">Phone Number</td> <td data-label="Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e134 "> <ul> <li>If you change the channel name, this is the only place in Salesforce where you can see your WhatsApp phone number.</li> <li>If you change the channel name, your Service reps see the new name, but your customers actually see the Verified Name displayed here.</li> <li>Check the status of a display name change request for your WhatsApp number in the Name Status and New Name Status fields.</li> <li>Check the status of 2-Way Verification.</li> </ul> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e131 ">Business Profile</td> <td data-label="Insights" class="slds-cell-wrap" style="vertical-align:top;" headers="d79439e134 ">Update any field on your Business Profile and send it to Meta instantly by saving your changes.</td> </tr> </tbody> </table> <!-- document id=a41d4e0b1eff9f4b69434330c4f3bf1be556ccfa28474dfbf7fa7810e3aeb80b url=/admin/current/en-us/service/264-0-0/voice_admin_monitoring.md --> # Monitor Your Contact Center Monitor the performance of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Check Voice Channel Performance](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics.htm&release=264.0.0&type=5)** Identify anomalies in your contact center and fix them on your own with documentation. - **[Monitor Call Quality with Mean Opinion Scores](https://help.salesforce.com/s/articleView?id=service.voice_setup_mos.htm&release=264.0.0&type=5)** To stay one step ahead of possible network degradations or call quality issues, add the Mean Opinion Score (MOS) field to your Voice Call layouts. #### See Also - [Service Reporting](https://help.salesforce.com/s/articleView?id=service.omnichannel_reporting.htm&language=en_US) - [Store and Access Your Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US) <!-- document id=27eca17fdb8d3dc5dab9971d52b59603da5bf96feaf485aaf35fb164603ef530 url=/admin/current/en-us/service/264-0-0/bots_service_analyze_bot.md --> # Monitor, Analyze, and Refine Bot Activity To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from _AppExchange_. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35799e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To access analytics:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Use Analytics</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To create, edit, and delete Analytics dashboards:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Create and Edit Analytics Dashboards</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">To create, edit, delete, and share Analytics applications:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35799e58 ">Create Analytics Apps</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Reporting on bot activity is crucial to your team’s success. Business users want to understand key metrics such as average handle time or number of escalations so they can report the value that the bot adds to the team. Bot admins can create a better customer experience and improve bot performance by understanding conversation activity. Bot Reporting Requirements and Limitations Bot activity is automatically logged without sensitive information. In the event logs, Message, Input, and Output values are replaced with the phrase Sensitive data not available. To view all the data related to bot activity, enable [Log Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_log_conversations.htm&release=264.0.0&type=5 "Use the Log Conversations setting to store conversation data from the Chat Transcript and Messaging Session objects in event logs. Then dig into bot sessions to troubleshoot your bot.") on the Overview page in the Bot Builder. For more information about bot data limitations, refer to [Einstein Bots and Your Data](https://help.salesforce.com/s/articleView?id=service.bots_service_data.htm&release=264.0.0&type=5 "Einstein Bots includes two types of data: event data and intent data. Intent data, the data bots use to decide between intents, is discussed in Intent Management. Event data shows the details of actual bot conversations. You can use event data to create reports on trends, drill down into sessions to identify errors at the source, and use versioning to seamlessly update your bot."). Monitor and Optimize Bot Performance with Goals Design bot conversations with a goal in mind and then use goals to fine-tune your dialogs. Add a goal to a dialog to track how often your customers reach a specific point in the conversation. Then go to the Goals page of the Bot Builder or run a standard report to monitor completed goal counts and other goal performance metrics. Learn more at [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.") Use Einstein Bot Reports in Standard Reports Report on all bots or a specific bot across date ranges and share insights with key stakeholders in minutes. Identify your customers’ most used dialogs and point out areas for improvement by reviewing exceptions, bot confusion, and transfers. Reports include: - All Bot Sessions Last 30 Days - All Bot Sessions Today - Confusion Frequency Last 30 Days - Confusion Frequency Today - Dialog Frequency Last 30 Days - Dialog Frequency Today - Dialogs with Exceptions Last 30 Days - Dialogs with Exceptions Today - Session Ended by Dialog Last 30 Days - Session Ended by Dialog Today Learn more at [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders."). You can create your own standard reports with key metrics using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To create a standard report, you must create a report type with the object before creating the report. Export Bot Data You can access bot data by using the API or the Data Loader. To export bot sessions or event logs, use the Conversation Definition Session, Conversation Event Log, or Conversation Definition Session Engagement objects using API version 49.0 or higher. You can export any standard bot report as a formatted report. Or you can export the detail rows from any standard bot report in Excel or CSV format. From the report you want to export, click to expand the dropdown menu, and then select **Export**. Then choose your export view. View Bot Event Logs in the Bot Builder 1. From the Bot Builder menu, click **Performance**. ![Performance option in the Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_performance.png) 2. Select the **Events Log** tab. - **[Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5)** Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs. - **[Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5)** Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders. - **[View Bot Performance with CRM Analytics](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_analytics.htm&release=264.0.0&type=5)** Use the Einstein Bots Value managed package to quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. The dashboard uses your chat data and bot performance metrics, plus cost information specific to your organization (for example, cost per service rep per hour), to let you measure your bot’s value against your organization’s business objectives. - **[Troubleshoot Your Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5)** Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot. #### See Also - [Get Started with Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enable.htm&release=264.0.0&type=5 "On the Einstein Bots setup page, turn on bots, create an Einstein bot, and access your list of bots.") <!-- document id=6da95d864b634e824dc1e04bdfc1fa002718d299b194dd5c86fd8bfc74092698 url=/admin/current/en-us/service/264-0-0/service_intelligence_manage_apps.md --> # Monitor, Update, and Delete Service Intelligence Apps Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> From the Setup menu, installed versions of Service Intelligence display as separate tabs. To view details about each app installation, select an app tab. The app details include the installation status, a list of installation events, and the tasks for each event. You can schedule app refreshes or refresh manually and see details of all the installed app resources like dashboards and data transforms. For more information about app management, see [Manage Your Intelligent Apps](https://help.salesforce.com/s/articleView?id=analytics.manage_intell_apps.htm&type=5&language=en_US). ![The app manangement tab for a Service Intelligence instance.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_app_management.png) <!-- document id=82deb040f197686c60a28400b7c4851e8ade48bc304918025333c3e96e207abd url=/admin/current/en-us/service/264-0-0/fs_work_capacity_summary.md --> # Monitoring Workstream Usage in Summary View The Summary view shows the consumption relative to the defined limits for the service territory if a service territory limit is defined and for all limited workstreams in selected territories for a specific day or week. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> The view provides a summary of the Work Capacity consumption relative to the limits of workstreams for which limitations exist in selected service territories at specific dates in hours and percentage. It also shows the total work capacity availability for the service territories on the selected dates. ![The Day summary view shows a summary of information for limited workstreams in selected service territories for a selected day](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_day_summary_view.png) To access the Summary view, from the App Launcher, find and select **Work Capacity**, and then select the **Summary** tab. The Actions menu (1) provides direct access to: - The Field Service Work Capacity Dashboard. - Creating a work capacity limit. Refresh the view to show the new workstream card if you add a work capacity limit. In the first panel (2): - Select the service territories that have active work capacity limits you want to show in the Summary view. You can select only your service territories or service territories shared with you. - Select the date. - Select the display period: Day view or Week view (for a 7-day period starting at the selected date). The second panel (2) provides a Work Capacity summary for each selected service territory for the selected time period. Total availability: All available resource hours for the service territory on the specific date (including idle time and scheduled time).The system admin can configure available hours to include overtime. Time consumed by limited workstream: The hours consumed by the workstreams that have work capacity limitations in a specific time period. The third panel (3) changes according to the selected time period.david In the Day view, the panel includes a card for the service territory limit if it’s defined (4) and cards (5) for all workstreams with a limit defined for this day (for example, the Work Type attribute with the Breakfix value). Each card includes a progress bar that visualizes the consumption of the limit on the workstream. When consumption exceeds 100% (for example, due to manual scheduling), the bar changes to red. It also includes these values: Consumed: The number of hours consumed by this workstream and the percentage of time consumed relative to the limit. Limit: The limit set for the service territory or workstream in percentage of availability or in hours. If the limitation unit was set to hours, hover over the card to see the calculated percentage from the total availability. If the limitation unit is Percentage, hovering over the card shows the calculated hours. If service appointments are scheduled for the day, the Actions menu in the card (6) enables you to directly update the daily work capacity limit for a workstream by updating the Work Capacity Usage record without changing the Work Capacity Limit object. Other daily instances of the limit aren’t affected. When you select the Edit Daily Limit action, the Edit Daily Limit dialog is shown, enabling you to type a new limitation value in the limitation unit of the defined limit (hours or percentage). The limitation value must be an integer equal to or greater than 0. You can’t update overridden limits or limits that are not enforced. If the Work Capacity Limit object is subsequently updated, updating the WCL overrides the change you made. In the Week view, the panel is shown for each day of the week the service territory limit (Territory Limit) card if it is defined and limited workstream cards. The cards show the consumption as a percentage of the limit for that day. Hover over a card to show additional information. You can sort the workstreams with limits valid for each day of the week alphabetically or in descending order according to the current consumption in percentage of the availability. For example, let’s assume a daily limit of 100 hours for installation work next week and a 200-hour limit for breakfixes. The alphabetically sorted weekly view can alert the planner if only 20 hours are consumed for installations while breakfixes have reached the 200 hours limit, preventing additional breakfixes from being scheduled. The planner can then decrease the limit for installations and increase the limit for breakfixes to ensure better resource utilization. ![The weekly summary view shows a daily summary of information for limited workstreams in selected service territories for each day in the selected week](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_summary_weekly_view.png) <!-- document id=528cf3e8e96d36f424cd6c30edda745e7402e09ae151be72fef4fac96b56314f url=/admin/current/en-us/service/264-0-0/move_email_agents.md --> # Move Emails to a Different Case Keep emails correctly sorted when a customer replies to a thread with information about a different case.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use this feature, you must have Email-to-Case and [Lightning Threading](https://help.salesforce.com/s/articleView?id=000389648&type=1&language=en_US) turned on.  1. Go to the email that you want to move. 2. Click the dropdown menu at the top right corner of the email, and select **Move to Another Case**. ![Screenshot of the dropdown menu showing the option to Move Emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/help_moveEmail_agent_copy.png) 3. Enter a case number to move the email to that case. ![Screenshot of the window allowing support reps to input the case number of the target case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/Move_email_screenshot_copy.png) 4. Click **Move**. 5. Reply to the moved email, letting the customer know that the email is attached to a different case. A new token is introduced, which makes sure that future emails stay threaded to the case where you moved the email. ## Let Service Reps Move Emails Let service reps reassign emails from one case to another with Email-to-Case. They can keep emails correctly sorted when a customer replies to a thread with information about a different case. 1. Verify that Email-to-Case and [Lightning Threading](https://help.salesforce.com/s/articleView?id=000389648&type=1&language=en_US) are turned on. 2. From Setup, enter Email-to-Case in the Quick Find box, and then select **Email-to-Case Settings**. 3. Click **Edit** and select **Let Agents Move Emails**. 4. Save your changes. ![Email to case settings showing option to let agents move emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/MoveEmaile2C.png) <!-- document id=191bc6b226f29b1bcd5eff731a90a9cd076ea5f48284c9beffddb7a14b4e9564 url=/admin/current/en-us/service/264-0-0/messaging_move_sms_channel_metadata_sandbox.md --> # Move Enhanced SMS Channel Metadata to Sandbox If you have configured enhanced SMS channels, you can move their configurations from a production org to a sandbox org for testing or development, from sandbox to sandbox, or from sandbox to production. These steps apply for enhanced long code, toll-free long code, and short code channels. To move your SMS channel configurations to the destination org, retrieve the metadata by using a package.xml manifest file. You can then deploy it to the target org. Also, you can either perform a [Sandbox refresh](https://help.salesforce.com/s/articleView?id=platform.data_sandbox_refresh.htm&type=5&language=en_US) or perform Metadata API operations by using a developer tool. The tools can be Salesforce CLI, Salesforce Extensions for VS Code, or browser extensions like Salesforce Bench Press. For demo purposes, here we’re showing how to move metadata from production to sandbox using the Salesforce Bench Press extension. For a better user experience, when moving your metadata, make sure that you perform these prerequisites. - [Set Up Routing for Messaging Channels in Service Cloud](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&type=5&language=en_US). - Make sure that in the destination org, you have a similar routing metadata present. - Make sure that you deactivate the SMS channel in your source org before you activate it in your destination org and vice versa. An SMS channel can only be active in one org at a time. ## Step 1: Find the Developer Name of Your Enhanced SMS Channel 1. In your source org, from Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Under the Channels section, locate the specific SMS channel you want to migrate. 3. Click the channel name to view its details. 4. Copy the value in the Developer Name field. ## Step 2: Create the package.xml File 1. Open a plain text editor (like Notepad or VS Code) on your computer. 2. Paste this XML code, replacing YOUR\_DEVELOPER\_NAME with the Developer Name you copied in the previous step. ``` <?xml version="1.0" encoding="UTF-8"?> <Package xmlns="http://soap.sforce.com/2006/04/metadata"> <types> <members>YOUR_DEVELOPER_NAME</members> <name>MessagingChannel</name> </types> <version>65.0</version> </Package> ``` 3. Save the file to your computer as package.xml. By specifying the exact Developer Name, your retrieved.zip file from the Salesforce Bench Press extension will only contain the metadata for that single SMS channel. This file ensures a clean and conflict-free deployment to your destination org. ## Step 3: Retrieve the Metadata from Your Production Org 1. Log in to your source org. 2. Open the Salesforce Bench Press extension. 3. Select the **Metadata** tab. 4. On the Retrieve subtab, under Package XML, click **Choose file**, and then select your package.xml file. 5. Click **Retrieve**. 6. To monitor your request, select the **Status** subtab. 7. When the status changes to Succeeded, click **Fetch**. 8. Click **Download**, and then save the ZIP file to your computer. 9. Extract the downloaded ZIP file and make necessary modifications to the SMS channel files for your destination environment. Make sure that the `isoCountryCode` field contains a valid country code. For example, `isoCountryCode=US`. 10. Compress the files into a new deployment ZIP file. ## Step 4: Deploy the Metadata to Your Sandbox Org 1. Log in to your destination org. 2. Open the Salesforce Bench Press extension. 3. Select the **Metadata** tab, and then select the **Deploy** subtab. 4. Under File, click **Choose file**, and then select your deployment ZIP file. 5. Select **Single Package**. 6. Under Testing, select **None**. 7. Click **Deploy**. 8. Select the **Status** subtab, and then click **Update** to refresh the operation status. 9. When the status changes to Succeeded, from Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 10. Select the SMS channel that you deployed. 11. Click **Activate Channel**. If an incoming message doesn't create a messaging session, deactivate the SMS channel and reactivate it. <!-- document id=aaf27d7dc5cf091b3e416aae212b979206f7d98ca9190e9d8d890dfebd4779c2 url=/admin/current/en-us/service/264-0-0/conversation_mining_move_excerpts.md --> # Move Excerpts Within an Einstein Conversation Mining Report You can move excerpts into a contact reason to create your dataset. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Select a report and click the summary name of a topic. 2. Select some excerpts, and then click **Move Excerpts**. 3. Select your topic for the excerpts. 4. Select your contact reason group. Use the dropdown to select a contact reason, or click **New Contact Reason** to add a contact reason. After you click **New Contact Reason**, a text box replaces the dropdown to enter your new contact reason name. 5. Save your changes. <!-- document id=fac9c7bfb7e79002840290d434e646a0362733e7f4c5c7537d375a0ceac5ebee url=/admin/current/en-us/service/264-0-0/messaging_transition_to_lex.md --> # Move Standard Messaging Channels from Salesforce Classic to Lightning Experience Messaging in Salesforce Classic depends on the LiveMessage managed package, while Messaging in Lightning Experience uses standard Salesforce objects and features. Learn how to move standard SMS or Facebook Messenger channels to Lightning Experience before upgrading them to enhanced channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_transition_to_lex__d654e1121"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_transition_to_lex__d654e1121" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important LiveMessage in Salesforce Classic and Digital Engagement in Lightning Experience can’t run concurrently in the same production org. We recommended testing a complete sandbox implementation of Messaging in Lightning Experience before you complete the transition. 1. Get Digital Engagement. 1. To access Messaging in Lightning Experience, purchase the Digital Engagement add-on. Contact your Salesforce account executive to learn more. 2. Log into your production org to verify that Digital Engagement has been added. From Setup, enter Company Information in the Quick Find box, and select **Company Information**. Verify that the Messaging and Service Cloud User licenses are listed and reflect the total number of licenses that you purchased. 2. (Optional) Set up Messaging in a sandbox org. For help, see [Test Your SMS Channel](https://help.salesforce.com/s/articleView?id=service.messaging_test_sms.htm&release=264.0.0&type=5 "Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.") and [Test Your Facebook Messenger Channel](https://help.salesforce.com/s/articleView?id=service.livemessage_test_channels.htm&release=264.0.0&type=5 "Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea."). 3. Set up messaging permissions and turn on Messaging. For help, see [Get Started with Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5 "Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console."). 4. File a case in [Salesforce Help](https://help.salesforce.com) to migrate your messaging channels from Salesforce Classic to Lightning Experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Filing a case simply lays the groundwork for the migration; it doesn't automatically switch your implementation to Lightning. Include this information in your case: - Topic: Agentforce Service - Category: Messaging - Subject: Lightning Migration for <Organization Name> - Org ID of the org that you want to migrate to Lightning Experience - (For SMS channels) Every phone number (long code and short code) that you want to migrate. Indicate whether you want to seek exceptions or enable more numbers. Salesforce sets up your phone numbers in Lightning Experience within 72 business hours. We'll give you information about the next steps. After you file your case, continue preparing your Messaging configuration in Lightning Experience (steps 5 and 6) while you wait for your channels to be migrated. When your case is closed, your phone numbers appear on the Messaging Settings page in Lightning Experience, but messages continue to be routed through Salesforce Classic. When you're ready to switch to Lightning Experience routing, move on to step 7. 5. Create your channels. 6. Configure routing in Omni-Channel. Skip this step if you currently use Omni-Channel for LiveMessage. But if you use the LiveMessage widget to monitor your queues, you must set up Omni-Channel. 1. Follow the instructions in [Omni-Channel for Administrators](https://help.salesforce.com/articleView?id=service_presence_intro.htm&language=en_US). Assign the Messaging Session object to your queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The LiveMessage session (Installed Package: LiveMessage for Salesforce) object is a remnant of Classic LiveMessage. You can ignore it. 7. Convert your automated triggered messages to messaging notifications. For instructions, see [Set Up Automatic Message Notifications](https://help.salesforce.com/articleView?id=livemessage_automatic_message_notifications.htm&language=en_US). 8. Copy or document any processes and data that reference classic LiveMessage’s custom objects. While this step isn't required, the information can be useful. After messaging traffic is cut over and your classic LiveMessage licenses expire, access to its custom objects, data, and associated processes is blocked. 9. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Everything beyond this point can affect your service. Proceed only when you’re ready to fully migrate to Messaging in Lightning Experience. File a new case in [Salesforce Help](https://help.salesforce.com) to switch SMS traffic from classic LiveMessage to Messaging in Lightning Experience. Include this information in your case: - Topic: Service Cloud - Category: Messaging - Subject: Lightning Migration for <Organization Name> - Org ID of the org that you want to migrate. Specify that you must schedule the cutover of your numbers from classic LiveMessage to Lightning Experience. - Every phone number that you want to migrate, including long code and short code numbers. Indicate whether you plan to seek exceptions or want to enable more numbers. When your case is accepted, a service rep offers you a few time slot options for the conversion. When the conversion occurs during your scheduled time slot, messaging traffic moves to your new Lightning Omni-Channel queue. It can take up to 4 hours for carriers to accept the traffic routing updates. In the meantime, check both consoles for message delivery. 10. Migrate your Facebook channels. 1. If your Facebook channel is live in Salesforce Classic, remove the association between your Facebook page and the LiveMessage app. 1. Log in to Facebook. 2. Select the Facebook page that you want to migrate. 3. Navigate to the page setup screen and remove the Facebook page from the LiveMessage app. 2. Associate your Facebook page with your Lightning org. For help, see [Create a Facebook Messenger Channel](https://help.salesforce.com/s/articleView?id=service.livemessage_setup_facebook_messenger_channels.htm&release=264.0.0&type=5 "Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel."). 11. Change your Omni-Channel configuration. If you already use Omni-Channel in Salesforce Classic, update your queue configurations and swap out LiveMessage Session (Installed Package: LiveMessage for Salesforce) for Messaging Session. Omni-Channel doesn't work properly if you have both Salesforce Classic and Lightning Experience configured to use it. #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5 "Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).") - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") <!-- document id=edb412665e54cf631bc4c57b0d135687f53be3b3340183b2e54a0ee720e12738 url=/admin/current/en-us/service/264-0-0/mfs_lightning_data_service.md --> # Move to Lightning Data Service for Field Service Mobile Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components (LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in:  Lightning Experience in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Lightning Data Service is a caching mechanism crucial for loading and displaying LWC components and new features in the app. We redesigned the app's architecture around this unified cache that powers all app experiences. To access the new architecture and features, you must enable the Lightning Data Service permission set, or enable it when you set up your org, even if you don't plan to create your own LWCs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Lightning Data Service is enabled by default for all new orgs and sandboxes starting Winter ‘25. All orgs will be auto-migrated to Lightning Data Service by Spring ‘26. We recommend customers begin preparations and testing as soon as feasible. ## Get Started To take advantage of all ‌Lightning Data Service has to offer, complete the steps in either of these options. User Level Permissions To access Lightning Data Service, users need to have Lightning Web Components enabled. Follow the steps in [Define a Permission Set for Your Org](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/sfs_gs_lwc_action_org_setup.htm#sfs_gs_lwc_action_org_setup) and [Assign the Permission Set to a Mobile User](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/sfs_gs_lwc_action_org_setup.htm#sfs_gs_lwc_action_org_setup). Org-Wide Enablement Enable Lightning Data Service for your entire org in Field Service Settings. From Setup, in the Quick Find box, enter and select **Field Service Settings**. Under Lightning SDK for Field Service Mobile, select **Enable Lightning SDK for Field Service Mobile**. ## Learn About the Benefits, Preparations, and Changes with Lightning Data Service Lightning Data Service has many benefits and many Field Service features depend on its enablement, including AI features and Data Capture. ## Key Benefits These Field Service features are available only with Lightning Data Service. - [Data Capture](https://help.salesforce.com/s/articleView?language=en_US&id=sf.mfs_data_capture_about.htm): Use dynamic forms with field-level rules, branching logic, and custom UI support to streamline data collection in the field. Develop these forms quickly and easily in Flow Builder. - AI features: - [Pre-Work Brief](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief.htm&language=en_US): Get a concise overview of the tasks at hand, with customizable prompts to fit your work processes. - [Agentforce](https://help.salesforce.com/s/articleView?id=ai.copilot_intro.htm&language=en_US): Add a conversational AI assistant to the Field Service app to boost productivity, reduce service times, and improve first-time fix rates. - [Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_about.htm&language=en_US): Create richly formatted and branded PDF service documents, translate them, collect signatures, embed images, and generate previews on the desktop site and the mobile app. - LWC extensibility: Customize actions and create custom LWC tabs. - Tab navigation customization: Add new list views and tailor tab navigation. - Global search: Configure a new LWC tab in custom navigation to search against any object in the local cache, making it easy to find items in one place. - Revenue generation: Use a flow template that guides mobile workers through creating leads and opportunities from the app, without contacting customer services. - Performance and experience improvements: See [Lightning Data Service](https://developer.salesforce.com/docs/platform/lwc/guide/data-ui-api.html). ## Recommended Preparation Lightning Data Service has many benefits, but you can expect some changes to the app after you enable the Lightning Data Service permission set. These changes can affect your preexisting Flow customizations. Be prepared to do additional testing and tweaking to some parts of the app that use Flows and data priming for offline use. Make sure you’re ready for Lightning Data Service to achieve optimal performance. - Check device requirements: As we add more advanced features and scale the app for offline use, we recommend using the devices listed in [Field Service Mobile App Requirements](https://help.salesforce.com/s/articleView?id=service.mfs_requirements.htm&release=264.0.0&type=5 "Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets."). - Review flow and priming changes: In some cases, small adjustments to your flows and priming strategy are necessary. - We recommend that you avoid flows on the Field Service mobile app that rely on Apex or record triggers. Record operations are routed through the Lightning Data Service draft queue, which is frequently processed in the background. How often it runs depends on a variety of factors, including available system resources. We cannot guarantee that the draft queue is processed instantly. - Avoid depending on fields during flow execution that are updated by non-mobile sources. - We recommend that you retest all of your flows. By doing this work in a sandbox environment, you can prepare your Field Service configuration for the latest app features. Also, review the flows section in [Field Service Mobile App Considerations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") and [Offline Considerations](https://help.salesforce.com/s/articleView?id=service.mfs_offline_considerations.htm&release=264.0.0&type=5 "Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn how to use the Field Service mobile app when offline.") to ensure your flows and priming strategies follow the recommendations and limitations. If your LWC data queries are set up correctly, data requested by global LWCs and LWCs on work order and service appointment records are automatically primed. See [Use the Wire Service to Get Data](https://developer.salesforce.com/docs/platform/lwc/guide/data-wire-service.html). ## Developer Considerations - Avoid using Apex: Instead, use GraphQL (GQL) or the Lightning Data Service wire adapter. See [Use the Wire Service to Get Data](https://developer.salesforce.com/docs/platform/lwc/guide/data-wire-service.html). GQL updates data in the local cache, allowing LWCs to function offline. Remember, mobile connectivity isn’t always reliable, so GQL offers better performance in low-connectivity situations. ## Limitations Note these limitations when enabling Lightning Data Service. - Mobile Extension Toolkit (MET) isn’t supported. <!-- document id=dff2eb039c0660ca50a587dd733aea117a1362ff5270e26040113f99356618aa url=/admin/current/en-us/service/264-0-0/messaging_sandbox_data.md --> # Moving Messaging Data Between Sandbox and Production Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sandbox_data__d1273e896"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sandbox_data__d1273e896" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Bring Your Own Channel, and Standard SMS channels</td> </tr> </tbody> </table> ## What’s Supported in Org-to-Org Moves To get started, review the types of Messaging data that you can move between orgs and the method for moving each type. Change sets can be used if you’re moving data between orgs that are tied to the same production org—for example, between a sandbox and its production org. Managed packages don’t have this restriction, and can be used to move data to any org. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d164601e104">Type of Data</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d164601e107">Can Move Between Orgs?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Messaging components</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 "> <p>Yes. Use a change set, managed package, or Metadata API. If you added translations of a messaging component in Translation Workbench, include the translations in your change set or managed package.</p> <p style="margin-bottom:0;">If you use Metadata API to move a Notification messaging component, the component’s association with a WABA ID is lost and must be reestablished in the destination org. </p> </td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Omni-Channel flows and routing configurations</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Use a change set or managed package.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Custom report types</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Use a change set or managed package.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Apex triggers and workflow rules</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Use a change set or managed package.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Sensitive data rules</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">No. Recreate your rules in the destination org.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Enhanced Apple Messages for Business channel</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Can be completed in Salesforce Setup and Apple account settings with little to no downtime. Use the Metadata API for the migration of metadata from sandbox to production and vice versa.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Enhanced Facebook Messenger channel</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Can be completed in Salesforce Setup and Facebook account settings with little to no downtime.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Enhanced LINE channel</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Can be completed in Salesforce Setup and LINE account settings with little to no downtime.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Enhanced SMS channels (long code, toll-free long code, short code)</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Requires a Salesforce Customer Support case to activate the channel in the destination org. Moving an SMS channel from production to sandbox isn’t supported. Use the Metadata API for the migration of metadata from sandbox to production and vice versa.</td> </tr> <tr class=""> <td data-label="Type of Data" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e104 ">Enhanced WhatsApp channel</td> <td data-label="Can Move Between Orgs?" class="slds-cell-wrap" style="vertical-align:top;" headers="d164601e107 ">Yes. Can be completed in Salesforce Setup and WhatsApp account settings with little to no downtime. Use the Metadata API for the migration of metadata from sandbox to production and vice versa.</td> </tr> </tbody> </table> ## Best Practices for Moving Messaging Data - Test your Messaging channel settings and routing in a sandbox. Doing so helps you find and address issues with your routing and user experience before you go live in production. It also reduces the need for moving data or channels between orgs. - If it’s possible, use a separate number or account for testing. For example, create a test Facebook page, an internal test Apple Messages for Business account, or a test WhatsApp account. For SMS channels, Salesforce can provision trial long code and toll-free long code numbers, but not trial short codes. - Establish the channels that you want in production, even if they remain deactivated. If you refresh your sandbox, those channels are copied to your sandbox and can save you reconfiguration time. ## Before Refreshing a Sandbox By default, Messaging is disabled in sandboxes. When you refresh a sandbox where Messaging was enabled, several things happen in the sandbox: - Messaging is disabled. - The sandbox org ID is updated. - All messaging sessions and messaging user records in the sandbox are deleted. If the sandbox contained any messaging channels that didn’t also exist in production, those channels are also deleted. Re-enabling Messaging doesn’t restore this data. - If you re-enable Messaging in the sandbox, all messaging channels and messaging components are copied from production in a deactivated state. To avoid issues, disable all Messaging channels in your sandbox before refreshing it. ## Moving Active Messaging Channels The way you move an active Messaging channel from one Salesforce org to another depends on the type of channel. In enhanced Facebook Messenger, WhatsApp, Apple Messages for Business, and LINE channels, you can maintain the same channel in both a sandbox and its production org. However, the channel can’t be active in two orgs at once. Moving an enhanced channel involves little to no downtime. In channels other than SMS, you’ll deactivate the channel in the first org (the “source org”) and activate it in the second org (the “destination org”). If the destination org doesn’t already include a copy of the channel, you’ll use the New Channel setup flow to recreate the channel before activating it. During the time between deactivation and reactivation, messages don’t flow to and from Salesforce in the channel, including auto-responses. However, customers can still send you messages. In SMS channels, Salesforce Customer Support must enable channels for you. If you try to activate a channel that’s still active in another org, the activation fails. If this happens: - Deactivate the channel in the first org, and try again. - If you don’t have access to the first org—for example, if it’s a sandbox that no longer exists—file a case with Salesforce Customer Support to deactivate it. ## Moving an Enhanced Apple Messages for Business Channel Step 1: In the source org, deactivate the original channel. Step 2: Optionally, use the methods listed in the table above to copy messaging components or other configurations to your destination org. Step 3: If the destination org already contains a deactivated copy of your channel, activate the channel there. If it doesn’t, or if you want to change your destination org channel to use a commercial Apple Messages account instead of an internal testing account, use the New Channel setup flow on the Messaging Settings page to [recreate](https://help.salesforce.com/s/articleView?id=service.messaging_create_apple_channel.htm&release=264.0.0&type=5 "Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console.") and activate your channel. ## Moving an Enhanced Facebook Messenger Channel Step 1: In the source org, deactivate the original channel. Step 2: Optionally, use the methods listed in the table above to copy messaging components or other configurations to your destination org. Step 3: If your destination org already contains a deactivated copy of your channel, activate the channel there. If it doesn’t, move the page to your destination org: - Log in to Facebook and go to the Facebook page that you want to migrate. - Select **Settings**, then select **Advanced Messaging**. Under Connected Apps, select **Remove** next to the Salesforce Service Cloud listing. - In the destination org, go to the Messaging Settings page in Setup. - Click **New Channel** and [recreate](https://help.salesforce.com/s/articleView?id=service.livemessage_setup_facebook_messenger_channels.htm&release=264.0.0&type=5 "Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel.") your channel, selecting the Facebook page when prompted. Then, activate your channel. ## Moving an Enhanced LINE Channel Step 1: In the source org, deactivate the original channel. Step 2: Optionally, use the methods listed in the table above to copy messaging components or other configurations to your destination org. Step 3: If your destination org already contains a deactivated copy of your channel, go to the next step. If it doesn’t, use the New Channel setup flow on the Messaging Settings page to [recreate](https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5 "Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.") the channel. Step 4: In the destination org, go to the Messaging Settings page in Setup. Step 5: Click your channel’s name to open the channel record home page. There, find the Webhook URL field and copy the field value. Step 6: In the LINE Developers Console, go to the Messaging API tab of your channel and paste the value into the Webhook URL field. Then, click **Verify**. Step 7: In the destination org, return to the channel record home page and activate your channel. ## Moving an Enhanced SMS Channel For more information on how to move an Enhanced SMS channel metadata to sandbox , see [Move Enhanced SMS Channel Metadata to Sandbox](https://help.salesforce.com/s/articleView?id=service.messaging_move_sms_channel_metadata_sandbox.htm&release=264.0.0&type=5 "If you have configured enhanced SMS channels, you can move their configurations from a production org to a sandbox org for testing or development, from sandbox to sandbox, or from sandbox to production. These steps apply for enhanced long code, toll-free long code, and short code channels.") In enhanced SMS channels, you can move a channel from sandbox to sandbox or sandbox to production. In both scenarios, you must file a case to activate the channel in the destination org. These steps apply for enhanced long code, toll-free long code, and short code channels. Step 1: Optionally, use the methods listed in the table above to copy messaging components or other configurations to your destination org. Step 2: File a case with Salesforce Customer Support to activate the new channel. ## Moving an Enhanced WhatsApp Channel Step 1: In the source org, deactivate the original channel. Step 2: Optionally, use the methods listed in the table above to copy messaging components or other configurations to your destination org. Step 3: If the destination org already contains a deactivated copy of your channel, activate the channel there. If it doesn’t, use the New Channel setup flow on the Messaging Settings page to [recreate](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&release=264.0.0&type=5 "Set up an enhanced WhatsApp channel in Agentforce Service (formerly Service Cloud) to let your support team help customers over WhatsApp. This article also explains how to move a number from an external business service provider to your enhanced WhatsApp channel.") and activate your channel. #### See Also - [Activating and Deactivating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp.") - [Change Set Considerations for Flows](https://help.salesforce.com/s/articleView?id=platform.flow_considerations_change_sets.htm&type=5&language=en_US) <!-- document id=88f79abae3f2adf56f233f31bb70d0e67c1922b9a9f4ae0afba5a7021fa6abd2 url=/admin/current/en-us/service/264-0-0/es_mulesoft_api_specifications.md --> # MuleSoft API Specifications for Agent Actions and Service Processes These API specifications are designed to provide a clear and structured framework for integrating and managing various agent actions within the MuleSoft environment. Each API is tailored to support specific agent actions, ensuring that users can efficiently handle tasks such as managing absences, updating worker details, processing payment enrollments, and managing expense reports. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Absence Management API"> <caption>Absence Management API</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e58">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e61">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">RAML Header</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>#%RAML 1.0 title: Absence Management API description: The Absence Management API is intended to provide operations for managing employee time off, including fetching time off balances and submitting time off requests. version: 1.0 mediaType: application/json protocols: - HTTPS documentation: - title: Absence Management domain content: |- The Absence Management domain contains the following sections: - Get Time Off Plan Balances - Submit Time Off - title: Absence Management sub groups content: |- The Absence Management sub-groups contain the following sections: - Time Off Balances - Time Off Requests</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">Resources / Methods</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>/Get_Time_Off_Plan_Balances/{employee_id}: displayName: Get Time Off Balance get: description: Fetches the time off plan balances for a specific employee. displayName: Get Time Off Balance </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">Responses</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>responses: '200': description: Time off plan balances were returned successfully. body: application/json: type: object '400': description: Bad request, e.g., invalid query parameters. body: application/json: type: object '404': description: Resource not found. body: application/json: type: string '429': description: Too many requests, rate limit exceeded. body: application/json: type: object</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">Headers / Query Parameters</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>queryParameters: effective_date?: description: The date for which the balances are effective. type: date-only</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">Data Types</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>types: AbsencePlan: description: Represents an absence plan with its associated leaves. type: object properties: planId: required: true description: Unique identifier for the absence plan. type: string planName: required: true description: Name of the absence plan. type: string quantity: required: true description: Total quantity of leave available. type: integer unit: required: true description: Unit of measurement for the leave quantity (e.g., hours, days). type: string leaves: required: true description: List of leave types within the plan. type: array items: type: object properties: leaveTypeId: required: true description: Unique identifier for the leave type. type: string leaveType: required: true description: Type of leave (e.g., sick, casual). type: string quantity: required: true description: Quantity of leave available for this type. type: integer unit: required: true description: Unit of measurement for the leave type quantity (e.g., hours, days). type: string</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e58 ">Examples</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e61 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>{ "absencePlan": [ { "planId": "PTO_USA", "planName":"paid_time_off_usa", "quantity": 60, "unit": "hours", "leaves": [ { "leaveTypeId": "SICK_HOUR", "leaveType":"sick", "quantity":30, "unit":"hours" }, { "leaveTypeId": "CASUAL_HOUR", "leaveType":"casual", "quantity":30, "unit":"hours" } ] }, { "planId":"FH_USA", "planName":"floating_holiday_usa", "leaves": [ { "leaveTypeId": "VACATION_HOUR", "leaveType":"vacation", "quantity":16, "unit":"hours" } ] } ] } </code></pre> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Update Worker Details API"> <caption>Update Worker Details API</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e147">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e150">Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e147 ">RAML Header</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e150 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>#%RAML 1.0 title: Update Worker Details API description: The Update Worker Details API is intended to provide operations for updating various details of a worker, including address, email, phone, preferred name, and pronoun. version: v1 mediaType: application/json protocols: - HTTPS documentation: - title: Worker Details domain content: |- The Worker Details domain contains the following sections: - Update Worker Details - title: Worker Details sub groups content: |- The Worker Details sub-groups contain the following sections: - Address - Email - Phone - Preferred Name - Pronoun</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e147 ">Resources / Methods</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e150 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>/Update_Worker_Details: displayName: Update Worker Details post: description: Updates the worker's details, including address, email, phone, preferred name, and pronoun. displayName: Update Worker Details </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e147 ">Responses</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e150 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>responses: '200': description: Worker details were updated successfully. body: application/json: type: object application/xml: type: object '400': description: Bad request, e.g., invalid parameters. body: application/json: type: object '404': description: Resource not found. body: application/json: type: string '429': description: Too many requests, rate limit exceeded. body: application/json: type: object '500': description: Internal server error. body: application/json: type: object </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e147 ">Headers / Query Parameters</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e150 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code># No specific headers or query parameters for this resource</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e147 ">Data Types</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e150 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>types: WorkerDetails: description: Represents the details of a worker that can be updated. type: object properties: workerID: required: true description: Unique identifier for the worker. type: string effectiveDate?: description: The date from which the changes are effective. type: date-only address?: description: Worker's address details. type: object properties: line1: required: true description: Address line 1. type: string line2?: description: Address line 2. type: string city: required: true description: City. type: string country: required: true description: Country. type: string postalCode: required: true description: Postal code. type: string region: required: true description: Region. type: string isPrimary?: description: Indicates if this is the primary address. type: boolean default: false communicationType?: description: Type of communication address. type: string default: "Home" replaceAllNonPrimary?: description: Indicates if all non-primary addresses should be replaced. type: boolean default: false email?: description: Worker's email details. type: object properties: emailAddress: required: true description: Email address. type: string isPrimary?: description: Indicates if this is the primary email. type: boolean default: false communicationType?: description: Type of communication email. type: string default: "Home" replaceAllNonPrimary?: description: Indicates if all non-primary emails should be replaced. type: boolean default: false phone?: description: Worker's phone details. type: object properties: mobile: required: true description: Mobile phone number. type: string isPrimary?: description: Indicates if this is the primary phone. type: boolean default: false communicationType?: description: Type of communication phone. type: string default: "Home" deviceType?: description: Type of device. type: string default: "Mobile" countryCode?: description: Country code. type: string replaceAllNonPrimary?: description: Indicates if all non-primary phones should be replaced. type: boolean default: false preferredName?: description: Worker's preferred name details. type: object properties: firstName: required: true description: First name. type: string lastName: required: true description: Last name. type: string country: required: true description: Country. type: string pronoun?: description: Worker's preferred pronoun. type: string</code></pre> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Payment Enrollments API"> <caption>Payment Enrollments API</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e225">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e228">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e225 ">RAML Header</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e228 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>#%RAML 1.0 title: Employee Payment Enrollment API description: The Employee Payment Enrollment API is intended to provide operations for fetching and submitting employee payment enrollment details, including bank account information and payment allocations for various payment types like regular pay, bonuses, and expenses. version: 1.0 mediaType: application/json protocols: - HTTPS documentation: - title: Payment Enrollment domain content: |- The Payment Enrollment domain contains the following sections: - Fetch Payment Enrollments - Submit Payment Elections - title: Payment Enrollment sub groups content: |- The Payment Enrollment sub-groups contain the following sections: - Payment Type Group Name - Allocations - Bank Account Details - Distribution </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e225 ">Resources / Methods</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e228 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>/payment-enrollments/{employeeId}: displayName: Payment Enrollments get: description: Fetches payment enrollment details for a specific employee. displayName: Get Payment Enrollments post: description: Submits a payment election enrollment for a specific employee. displayName: Submit Payment Elections</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e225 ">Responses</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e228 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>responses: '200': description: Payment enrollment details were returned successfully. body: application/json: type: object '201': description: Payment election enrollment was submitted successfully. body: application/json: type: object '400': description: Invalid request. Missing or incorrect parameters. body: application/json: type: object '403': description: Unauthorized or insufficient permissions to submit the payment election enrollment. body: application/json: type: object '500': description: Internal server error. body: application/json: type: object </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e225 ">Headers / Query Parameters</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e228 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>get: description: Fetch payment enrollment details. displayName: Get Payment Enrollments queryParameters: routingId?: type: string required: false description: Optional routing identifier. displayName: Routing ID bankAccountType?: type: string required: false description: Type of account to filter, for example, Checking or Savings</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e225 ">Data Types</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e228 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>types: PaymentEnrollment: description: Represents the payment enrollment details for an employee. type: object properties: employeeId: required: true description: Unique identifier for the employee. type: string paymentEnrollments: required: true description: List of payment enrollment groups. type: array items: type: object properties: paymentTypeGroupName: required: true description: Group name for the type of payment. type: string enum: - REGULAR_PAYMENTS - BONUS_PAYMENTS - EXPENSE_PAYMENTS allocations: required: true description: Details on how payments within this group are allocated. type: array items: type: object properties: paymentType: required: true description: Type of payment for this allocation. type: string enum: - DIRECT_DEPOSIT - CHECK default: DIRECT_DEPOSIT bankAccountDetails: required: true description: Bank account details for the payment. type: object properties: AccountNumber: required: true description: Employee’s bank account number. type: string bankIdNumber: required: true description: Bank routing or ID number. type: string bankName: required: true description: Name of the bank. type: string accountType: required: true description: Type of account, for example, Savings or Checking. type: string enum: - Checking - Savings nameOnAccount: required: true description: The name of the account holder as registered with the bank. type: string bankAccountNickname?: description: Optional nickname for the bank account. type: string iban?: description: International Bank Account Number (if applicable). type: string branchIdNumber?: description: Specific branch identifier, if applicable. type: string rollNumber?: description: Account roll number, used in some countries (e.g., UK building societies). type: string currencyCode: required: true description: Currency of the bank account (e.g., "USD"). type: string countryCode: required: true description: Country where the bank account is held (e.g., "US"). type: string additionalFields?: description: Custom fields specific to this allocation. type: array items: type: object properties: fieldName: required: true description: Name of the custom field. type: string fieldValue: required: true description: Value of the custom field (can be any simple type). type: object distribution: required: true description: Defines how much of the payment is allocated here. type: object properties: type: required: true description: Type of distribution, for example, PERCENT. type: string enum: - PERCENT - AMOUNT - BALANCE value: required: true description: The actual percentage, amount, or indicator for balance. type: any currencyCode: required: true description: Currency for this specific allocation (e.g., "USD"). type: string countryCode: required: true description: Country context for this allocation (e.g., "US"). type: string order: required: true description: The sequence/priority of this allocation among others in the same group. Lower numbers typically process first. type: number additionalFields?: description: Custom fields specific to this allocation. type: array items: type: object properties: fieldName: required: true description: Name of the custom field. type: string fieldValue: required: true description: Value of the custom field (can be any simple type). type: object </code></pre> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Workday Expense Management API "> <caption>Workday Expense Management API </caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e305">Section</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d181124e308">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e305 ">RAML Header</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e308 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>#%RAML 1.0 title: WD Expense Management API description: The WD Expense Management API is intended to provide operations for retrieving available expense item types and submitting new expense reports, including individual expense lines and attachments. version: 1.0.0 mediaType: application/json protocols: - HTTPS documentation: - title: Expense Management domain content: |- The Expense Management domain contains the following sections: - Get Expense Items - Submit Expense Report - Get Expense Reports - title: Expense Management sub groups content: |- The Expense Management sub-groups contain the following sections: - Expense Item - Expense Report - Expense Line - Attachment </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e305 ">Resources / Methods</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e308 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>/expense-items: displayName: Get Expense Items get: description: Fetches a list of available expense types that can be used when submitting an expense report. displayName: Get Expense Items /expense-reports: displayName: Expense Reports post: description: Creates and submits a new expense report with associated expenses and attachments. displayName: Submit Expense Report get: description: Fetches existing expense reports. displayName: Get Expense Reports </code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e305 ">Responses</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e308 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>responses: '200': description: Successful retrieval. body: application/json: type: array '201': description: Successfully created. body: application/json: type: object '400': description: The request was invalid or cannot be parsed. body: application/json: type: object '403': description: Unauthorized or insufficient permissions to submit the expense report. body: application/json: type: object '405': description: Method not allowed. body: application/json: type: object '500': description: Internal server error. body: application/json: type: object</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e305 ">Headers / Query Parameters</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e308 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>get: displayName: Get Expense Reports queryParameters: orgId?: type: string employeeId?: type: string</code></pre> </td> </tr> <tr class=""> <td data-label="Section" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e305 ">Data Types</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d181124e308 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>types: Attachment: description: Represents an attachment file for an expense item. type: object properties: file_name: required: true description: Name of the attachment file. type: string file_content: required: true description: Base64 encoded string of the file's content. type: string content_type: required: true description: MIME type of the file. type: string Expense: description: Represents an individual expense item in an expense report. type: object properties: item_id: required: true description: Unique identifier for the expense item type. type: string amount: required: true description: Cost per unit of the expense. type: number quantity: required: true description: Quantity of the expense item. type: number total_amount: required: true description: Total cost for this line (typically amount * quantity). type: number currency: required: true description: Currency code for the amount (e.g., "USD"). type: string memo?: description: A note or description for this specific expense line. type: string expense_date: required: true </code></pre> </td> </tr> </tbody> </table> <!-- document id=7233166aa8ec5031dc812d9b1cd5954f970f843b1869da3adc446ca95e10b43b url=/admin/current/en-us/service/264-0-0/es_mulesoft_setup_third_party.md --> # MuleSoft Application Setup for Third-Party Integrations To enable third-party integrations, MuleSoft setup allows you to configure the provided agent action and service process functionality with specific requirements for each agent. This setup ensures smooth integration and provides the flexibility needed for various agents and service processes, making it a versatile solution that can be adapted for use with other Human Capital Management (HCM) systems. To get started on MuleSoft setup, refer to the following links as listed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="MuleSoft Setup Resources"> <caption>MuleSoft Setup Resources</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d132636e58"><strong>Action</strong></th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d132636e62"><strong>Reference</strong></th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Create a connected app in MuleSoft</p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_setup_mulesoft_create_connected_app.htm&type=5&language=en_US" target="_blank"><u>Create a Connected App in MuleSoft Anypoint Platform</u></a></p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Use your app’s ID and secret to configure the authentication provider</p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_create_auth_provider_for_mulesoft.htm&type=5&language=en_US" target="_blank"><u>Create an Authentication Provider</u></a></p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Set up a named credential and an external credential</p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_mulesoft_create_named_credential.htm&type=5&language=en_US" target="_blank"><u>Create a Named Credential and External Credential</u></a></p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Fine-tune your MuleSoft Anypoint Platform connections in the Setup area</p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_manage_your_mulesoft_anypoint_platform_connection.htm&type=5&language=en_US" target="_blank"><u>Manage Your MuleSoft Anypoint Platform Connections from Setup</u></a></p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Simplify automation by adding MuleSoft APIs to the API Catalog </p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_setup_mulesoft_connect_to_anypoint_exchange.htm&type=5&language=en_US" target="_blank"><u>Make MuleSoft APIs Available in Salesforce</u></a></p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e58 "> <p style="margin-bottom:0;">Sync Salesforce with MuleSoft Anypoint Exchange</p> </td> <td data-label="Reference" class="slds-cell-wrap" style="vertical-align:top;" headers="d132636e62 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=platform.external_services_setup_mulesoft_connect_to_anypoint_exchange.htm&type=5&language=en_US" target="_blank"><u>Connect Salesforce to MuleSoft Anypoint Exchange from Setup</u></a></p> </td> </tr> </tbody> </table> <!-- document id=8eab2829c3681cefd11692a8cf1e23bcd555b2a130a28a90c881c298c532a0c6 url=/admin/current/en-us/service/264-0-0/reply_recs_multi_language.md --> # Multi-Language Support With Einstein Reply Recommendations, you can show service reps common replies in 16 languages during chat and messaging sessions: Arabic, Chinese-simplified, Chinese-traditional, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Thai, and Turkish. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71150e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71150e56 ">To build the Einstein Reply Recommendations model:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71150e56 ">Customize Application</td> </tr> </tbody> </table> ## View and Enable Your Available Languages Follow the steps in [Set Up Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_set_up.htm&type=5&language=en_US) for Enable Reply Recommendations and Build Your Recommendation Model. Replies are based on a model that Einstein generates by analyzing your closed chat transcripts. Einstein requires at least 1,000 closed chat transcripts per language to deliver replies in that language. If you have insufficient closed chats in all languages or if the chats are too short, you’re alerted when you try to build the model. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you already have a Reply Recommendations model, you must upgrade to the [Hyperforce platform](https://www.salesforce.com/products/platform/hyperforce/). Upgrades will take place on a rolling basis starting June ‘22. During the upgrade Einstein trains and activates a new Reply Recommendations model without any downtime or interruption to service rep experience, and everything works as usual. Along with the retrained model, you receive a new batch of reply templates to review, polish, and publish. All languages detected by Einstein are listed in the Languages section of the setup page. ![List of detected languages, number transcripts, model readiness and model status.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_multi_languages.png) The Languages section shows the languages detected (1), the number of transcripts detected in that language (2), whether the model is ready to activate (3), and the model status (4). To activate a model, select **Disabled/Enabled**. Then follow these steps to [review and publish your replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_publish.htm&type=5&language=en_US). <!-- document id=8597a0192d68c39f2729a71450c0331bfe994256a2b51137c521d4d4e55724fa url=/admin/current/en-us/service/264-0-0/voice_multi_org.md --> # Multi-Org Contact Centers A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import) If you have a Partner Amazon Contact Center, [create the first contact center through XML import](https://help.salesforce.com/s/articleView?id=service.voice_create_cc_flex_provisioning.htm&type=5&language=en_US). Then you can create the subsequent contact centers using the Multi-Org contact center set up approach. If you have an Amazon Connect instance configured with a S3 bucket, CTR (contact record) Stream, and Contact Lens, you can create the ‌first contact center using the Multi-Org contact center set up approach. Starting with contact center version 19.0, configuration parameters are stored in the AWS Secret Manager instead of the SSM Parameter Store. The contact center agnostic configuration values are stored in environment variables. The contact center specific configuration values are stored in the respective Secret Manager for each contact center. All the Lambda functions read the configuration parameters from the Secret Manager. | Lambda Function | Used for Single Contact Center | Used for Multi-org contact center | | --- | --- | --- | | AuthKeySSMUtil | Yes | Yes | | contactDataSync | Yes | Yes | | contactLensConsumer | Yes | No | | contactLensProcessor | Yes | Yes | | ctrDataSync | Yes | Yes | | handleContactEvents | Yes | No | | invokeSFRestApi | Yes | Yes | | invokeTelephonyIntegrationApi | Yes | Yes | | kvsConsumerTrigger | Yes | Yes | | kvsTranscriber | Yes | Yes | | postCallAnalysisTrigger | Yes | No | | realtimeAlert | Yes | No | | voiceMailAudioProcessing | Yes | Yes | | voiceMailTranscribe | Yes | Yes | | voiceMailpackaging | Yes | No | | multiorgContactLensConsumer | No | Yes | | multiorgHandleContactEvents | No | Yes | | multiorgPostCallAnalysisTrigger | No | Yes | | multiorgVoiceMailPackaging | No | Yes | - **[Set Up Multi-Org Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_multi_org_setup.htm&release=264.0.0&type=5)** Execute the CloudFormation templates and import XML files to configure your AWS account and Salesforce orgs to set up multi-org contact centers. <!-- document id=c3ba87ff41c8bf1a00c9bd67ff744345a287c908ad5ae76d87b3485a09942b62 url=/admin/current/en-us/service/264-0-0/sol_translate.md --> # Multilingual Solutions Overview The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Multilingual solutions can lower support costs by: - Improving customer satisfaction by answering inquiries in the languages preferred by customers - Deflecting unnecessary incoming calls by providing solutions in languages that are the most useful for customers - Managing inquiries in multiple languages from one location, anytime and anywhere There are two types of solutions, a master solution and a translated solution. A master solution is a solution created in any language supported by Salesforce. A master solution can have zero or more translations associated with it, but it cannot be linked to another master solution. A translated solution is a solution that is translated into another language supported by Salesforce and associated with exactly one master solution. A translated solution can't have the same language as its master solution or any other translated solutions associated with that master solution. A translated solution can't have other translated solutions associated with it. You can work with multilingual solutions from the following: - Solutions Tab: When creating a new solution, users can choose a language in which to write the solution from the Language picklist field. Once the solution is saved, it becomes a master solution. Users can then create a translated solution by clicking **New** on the Translated Solutions related list of the master solution detail page. When a master solution is modified, users can adjust the statuses of its translated solutions to indicate that they may need translating. - Cases Tab: When users search for relevant solutions on a case by entering keywords in the Solutions related list and clicking **Find Solution**, search results include solutions in all languages that have matching keywords. Alternatively, if suggested solutions is enabled for cases, users can click **View Suggested Solutions** to find relevant solutions in multiple languages if they share common words with the case. - Self-Service Portal: If multilingual solution search is enabled for your Self-Service portal, customers automatically view solution search results in their preferred language as specified in their Self-Service user information settings. Customers can also choose to view solution search results in a specific language or all supported languages via a language drop-down list. By default, the Login Page of your Self-Service portal displays in your organization's language. - Public Solutions: If multilingual solution search is enabled for your public solutions, customers can choose to view solution search results in a specific language or all supported languages via a language drop-down list. By default, public solutions display in your organization's language. - Solution Categories: Users with the “Manage Translation” permission can use the translation workbench to translate solution categories so that they display in the language of each user on the Solutions tab and in the preferred language of each customer on the Self-Service portal as specified in the customer's user settings. Solution categories are not translated for public solutions. - Reports: You can track translated solutions marked Out of Date by choosing the Translated Solutions report. Running this report also lists the title and details of translated solutions. You can also create a custom report for multilingual solutions using the Master and Translated Solutions report type. - List Views: You can see which translated solutions are marked Out of Date and may need translating by creating a custom list view on the Solutions tab and entering the following search criteria: “Out of Date equals True”. - Import: The Data Import Wizard includes options to import master and translated solutions and associate them with each other. To learn more about enabling multilingual solutions, see [Enable Multilingual Solutions](https://help.salesforce.com/s/articleView?id=service.sol_enable_translate.htm&release=264.0.0&type=5 "You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages."). #### See Also - [Enable Multilingual Solutions](https://help.salesforce.com/s/articleView?id=service.sol_enable_translate.htm&release=264.0.0&type=5 "You can turn on multilingual solutions so users have the ability to translate solutions into multiple languages.") - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") <!-- document id=52d7787701225938b6eb72438b7fd166e8ef9b2b38fe49a75c59b88efedbe138 url=/admin/current/en-us/service/264-0-0/sp_multiple_agents.md --> # Multiple Agents in Service Assistant Learn how to use multiple agents in Service Assistant to create specialized agents that provide issue resolution support for different record types, business units, and products. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_multiple_agents__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_multiple_agents__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides reference guidance for the configuration and use of multiple Service Assistant agents. Setup guidance is provided in [Set Up Multiple Agents](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). - [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Multiple Agent Flow Configuration](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Agent Assignment and Routing](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Default Agent Configuration](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Agent Assignment Persistence](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Testing Agent Routing](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) - [Considerations](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5) To open the video in full screen, click [Open in full screen](https://salesforce.vidyard.com/watch/gBd3Bwy2t1XzDo711hQd2C). The video applies to both Service Assistant for Case and Messaging. ## Multiple Agents in Service Assistant When your business spans multiple products, services, or business units, you can create multiple Service Assistant agents to have tailored issue resolution guidance for specific records. You can create up to 150 Service Assistant agents and provide them with specialized subagents, instructions, and actions. When you have more than one agent, an autolaunched flow assigns each record to a specific agent. The flow receives an input variable containing the record ID and returns an output variable containing the API name of the agent to assign. Because every customer's business requirements are different, build your own autolaunched flow that sets your specific rerouting logic with Get Records, Decision, and Assignment elements. We don't provide a flow template. These sections specify the requirements for your flow and provide reference guidance for how the feature works. Setup guidance is provided in [Set Up Multiple Agent Record Assignment](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US), which walks you through creating the flow, connecting it to Service Assistant through the setup page, and testing your configuration. In addition to creating a routing flow, set a default agent. Every record that meets your eligibility criteria has an agent assigned. The default agent handles records that don't match the criteria and conditions in your flow or whose matched agent is deactivated. All agents use the same eligibility criteria. You can't set different eligibility criteria for different agents. See [Default Agent Configuration](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&release=264.0.0&type=5). ## Multiple Agent Flow Configuration How you configure your flow is based on your business requirements. You can configure your flow to route agents to record based on data like record type, origin, queue, channel, related records, and custom fields. Generally, your agent routing flow can use these elements. | Element | Role | | --- | --- | | Get Records | Retrieves the record with the input recordId so the flow reads the fields and related records. | | Decision | Evaluates the record data and branches to the matching outcome. Each Decision outcome defines the conditions a record must meet, and each outcome corresponds to one agent. | | Assignment | Sets the output variable to the API name of the agent for the outcome. | The only requirements for your flow are that it's an autolaunched flow and includes a text input variable that receives the record ID and a text output variable that returns the API name of the agent to assign. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e224">Variable</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e227">Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e230">Availability</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e233">Purpose</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Variable" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e224 "> <ul> <li>caseId</li> <li><code>messagingsessionId</code></li> <li><code>voicecallId</code></li> </ul> </td> <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e227 ">Text (String)</td> <td data-label="Availability" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e230 ">Available for input</td> <td data-label="Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e233 ">Receives the record ID to look up.</td> </tr> <tr class=""> <td data-label="Variable" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e224 "><code>BotDefinitionDeveloperName</code></td> <td data-label="Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e227 ">Text (String)</td> <td data-label="Availability" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e230 ">Available for output</td> <td data-label="Purpose" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e233 ">Returns the API name of the agent to assign to the record.</td> </tr> </tbody> </table> In each Assignment element, add your output variable and set the Value field to the API name of the agent you want to assign. Find the API name in the agent's detail page in Setup. Our recommended name for the output variable is `BotDefinitionDeveloperName`. Set the name to your preferences. Setup guidance for the multiple agent feature is provided in [Set Up Multiple Agent Record Assignment](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). We provide steps for creating the required input and output variables, adding a Get Records element, and connecting your flow to Service Assistant. In addition, we provide general guidance for setting up the Decision element, outcome conditions, and Assignment elements. However, configure those elements according to your business requirements. If you have an existing record routing flow for records, you can use it for Service Assistant as long as it's autolaunched and includes the required input and output variables. Service Assistant supports assigning agents based on related records, like Account or Contact. In your Get Records element, select **Also get related records** and choose the relationships you need. ## Agent Assignment and Routing The agent assignment flow runs only after a record meets your eligibility criteria. All agents share the same eligibility flow. You can't assign different eligibility flows to different agents. When a record meets your eligibility criteria, your assignment flow runs and Service Assistant evaluates which agent to assign. - If no agent assignment flow is configured, Service Assistant assigns your default agent, which is the agent assigned to the record when the record doesn't meet any of the criteria and conditions set in your flow. See next section. - If an agent assignment flow is configured, Service Assistant runs it after the eligibility criteria are met. The flow evaluates the record against your routing conditions and returns the API name of the active, matching agent. - If the flow executes successfully and returns an active agent, that agent is assigned. - If the flow executes successfully but returns an empty or null value, the default agent is assigned. The component doesn't show a message or notification that the default agent is assigned. - If the flow encounters an error, times out, or returns an invalid or inactive agent API name, the default agent isn't assigned and the service rep sees this error message: "An agent wasn't assigned to the record. Ask your admin to check the agent assignment flow and make sure all agents are activated." ## Default Agent Configuration Every record that meets your eligibility criteria is assigned to an agent. If your eligibility criteria and routing flow account for a defined set of record types you want Service Assistant to handle, the default agent handles all the record types you haven't specified in your flow. If Service Assistant is configured to handle a wide variety of record types, your flow can miss some record types, and those records route to the default agent automatically. Common scenarios include: - A new record type is added after your flow is built but isn't yet mapped to an agent. - A record has a valid record type, but a field used in the decision outcome (like origin or a custom field) is empty or set to a value your flow doesn't handle. Because the default agent can be assigned to a range of record types that aren't defined in your flow, we recommend configuring it as a generalist, not a specialist. Keep its subagents, instructions, and actions general enough to handle a range of records. If the default agent is configured for specific record types, service plans can contain incorrect guidance or no subagent is found to assign to the record. As a best practice, try to address as many record types in your flow as possible. Always review your flow regularly, especially when you add record types or business units, or modify conditions and outcomes set in your flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e382">When the Default Agent Is Used</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21854e385">When the Default Agent Isn't Used</th> </tr> </thead> <tbody> <tr class=""> <td data-label="When the Default Agent Is Used" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e382 "> <p>In the listed scenarios, the default agent is automatically assigned, and the component doesn't show a notification of the assignment.</p> <ul> <li>No routing flow is configured.</li> <li>The routing flow runs successfully but returns an empty or null value.</li> <li>A record doesn't match any conditions defined in your flow.</li> </ul> </td> <td data-label="When the Default Agent Isn't Used" class="slds-cell-wrap" style="vertical-align:top;" headers="d21854e385 "> <p>In the listed scenarios, the default agent isn't assigned to the record, and you see this error message: "An agent wasn't assigned to the record. Ask your admin to check the agent assignment flow and make sure all agents are activated."</p> <ul> <li>The routing flow encounters an error or timeout.</li> <li>The flow returns an invalid or inactive agent API name.</li> </ul> </td> </tr> </tbody> </table> ## Agent Assignment Persistence When a record is opened and meets your eligibility criteria, the assignment flow runs automatically based on the current record data. - For Case, the agent assigned is based on the fields and objects set in your Service AI grounding configuration. - For Messaging and Voice, the agent assigned is based on the customer intent and issue stated in the initial transcript of the session or call. Once an issue is identified based on the record data, the assigned agent: - Assigns a subagent to the record. - Generates the plan summary for Case and Messaging. - Generates the first step of the plan for Voice. Once both an agent and subagent are assigned, the agent assigned to the record persists for the lifetime of the record. If the record data changes or the customer's intent changes, a new agent isn't assigned. The assigned agent checks its subagents and switches to a different subagent if one can better help with the new issue. If the issue or record data changes are associated with a different agent entirely, the record keeps its assigned agent. For example, if a customer starts off with a transaction decline, which is handled by a Transactions agent, and later asks for help resetting their account password, which is handled by an Account Management agent, the agent isn't reassigned. In that case, Service Assistant shows a message like: "I can't help with this issue. Consult the company documentation for assistance." If the flow encounters an error, or the currently assigned agent is deactivated after assignment, service reps see this error message: "An agent wasn't assigned to the record. Ask your admin to check the agent assignment flow and make sure all agents are activated." Service Assistant doesn't automatically reassign to the default agent. ## Testing Agent Routing Testing agent routing is manual, and you have two ways to verify that records route to the agent you expect. - Test your flow in Flow Builder with the Debug tool. Enter the record ID of a record that you expect to match a specific agent in your flow, and confirm that the flow returns that agent's API name. - Create a record that matches each routing condition in your flow, and start a service plan. Then review the subagent name shown in the summary text to confirm that the correct agent is assigned. The subagent name in the plan summary corresponds to the agent assigned to the record. For example, if you see "Service Plan Available: Order Refund," the assigned agent uses the Order Refund subagent. If the subagent isn't what you expect, review your Decision element conditions and Assignment element values to confirm that they match your routing criteria. When a record doesn't meet the criteria set in your flow, your default agent is assigned automatically, and the component doesn't show a message indicating the assignment. For testing steps, see [Set Up Multiple Agent Record Assignment](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). ## Considerations - Each new agent you create is assigned its own agent user. Give each agent a unique name so that you can tell your agents apart and reference the correct API name in your routing flow. - If you have an active implementation of Service Assistant before the release of the multiple agent feature on June 30, 2026, your existing agent is automatically set as your default agent. If you activate and set up Service Assistant after the official release, manually set a default agent in the Setup page. - The flow executes under the ServicePlanner User's Run Flows permission provided by the Einstein Agent User profile assigned to the agent. Service reps don't require access to the flow. - The eligibility flow and the agent assignment flow are separate flows that serve distinct purposes. The eligibility flow determines whether a record is eligible for a service plan. The agent assignment flow determines which agent handles that record. While it's possible to adapt your eligibility flow and set it as your multiple agent assignment flow, we don't recommend this approach. The two flows contain different variable names and configurations, which can make the flow difficult to maintain and troubleshoot. For the best results, create a dedicated autolaunched flow for agent assignment. - Agent API names are case-sensitive. The API name returned by your flow requires an exact match with the Service Assistant agent's API name, including capitalization and underscores. - Make sure that routing fields are populated before Service Assistant creates a service plan summary. If a field used in your routing criteria is empty or incorrect when Service Assistant starts to generate a service plan summary, your flow runs based on that incomplete data and can assign the wrong agent. - If your routing flow encounters errors (timeout, invalid agent API name, inactive agent), the service rep sees an error message and notifies their admin. The default agent is used only for successful flow execution that returns empty or null, not for flow error scenarios. <!-- document id=1ccc10dba78f11b15f31f91e99eb47ba7d0b84df1313831f3b9fb0df1fe9e842 url=/admin/current/en-us/service/264-0-0/service_insights_my_performance_dashboard.md --> # My Service Performance Dashboard Reps can use this dashboard to get a comprehensive view of their caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution by channel, and more. ### Required Editions ## Cases Tab <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by time period, case priority, and Service Reps. | KPI | CALCULATION | formula | | --- | --- | --- | | Total cases | Total number of cases created. | COUNTD(If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Case\].\[Case\_Id\] END) | | Open cases | Total number of cases that remain open. | sum(If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Open\_Cases\_clc\] END) | | Total cases closed | Total number of cases closed. | If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Case\].\[Case\_Id\] END | | Total escalated cases | The total number of cases escalated. | If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Case\].\[Case\_Id\] END | | Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that re immediately closed upon opening. | AVG(if LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[BH\_TimeToClose\_clc\]/(60\*60) END) | | Avg time to first close (Hrs) | The amount of time between when the case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. | AVG(if LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[BH\_TimeToFirstClose\_clc\]/(60\*60) END) | | % First time resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. | SUM(If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[FCR\_Flag\_clc\] END) / COUNTD(If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Total\_Cases\_Closed\_clc\] END) | | Cases by priority | Cases grouped by priority. |   | | Cases by channel | Cases grouped by channel, such as email or voice calls. |   | ## Omni-Channel Tab Quickly identify your  routing efficiency and performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, Omni utilization, and more. | ROUTING KPI | CALCULATION | formula | | --- | --- | --- | | Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. | COUNTD(If LEFT(\[User\].\[User\_Id\],15) = USERID15() and \[Is\_Bot\_SI\_clc\] = 'No' THEN \[Agent\_Work\].\[Agent\_Work\_Id\] END) | | Accepted work items | Offered work items that a support rep accepted. Percent of work items that were answered within a specified time frame, such as twenty seconds, excluding bots. | SUM(IF NOT ISNULL(\[Agent\_Work\].\[Accept\_Date\]) AND \[Is\_Bot\_SI\_clc\] = 'No' AND LEFT(\[User\].\[User\_Id\],15) = USERID15() THEN 1 ELSE 0 END) | | Declined work items | The percentage of work that was assigned to support reps, but not accepted. | SUM(IF \[Agent\_Work\].\[Agent\_Work\_Status\] IN ('Declined', 'Unavailable') AND \[Is\_Bot\_SI\_clc\] = 'No' AND LEFT(\[User\].\[User\_Id\],15) = USERID15() THEN 1 ELSE 0 END) | | Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). | AVG(If LEFT(\[User\].\[User\_Id\],15) = USERID15() THEN \[Agent\_Work\].\[Handle\_Time\]/60 END) | | Avg wait time (Hours) | The average time a customer waits for a response from a support rep. | AVG(\[Agent\_Work\].\[Speed\_To\_Answer\]/3600) | | Avg speed to answer (Mins) | The average time a support rep takes to answer a query. | AVG(If LEFT(\[User\].\[User\_Id\],15) = USERID15() then \[Agent\_Work\].\[Speed\_To\_Answer\]/60 END) | | Omni Utilization | The percentage of time support reps were actively engaged. | (SUM(If LEFT(\[User\].\[User Id\],15) = USERID15() then \[Total Online Duration\] end)-SUM(If LEFT(\[User\].\[User Id\],15) = USERID15() then \[Agent Service Presence\].\[Idle Duration\] end ))/SUM(If LEFT(\[User\].\[User Id\],15) = USERID15() then \[Total Online Duration\] end) | | Avg handle time by channel | The amount of time a support rep spends on the work item per channel until it's closed or until they close the browser tab (whichever comes first). | SUM(If LEFT(\[User\].\[User Id\],15) = USERID15() then \[Agent Service Presence\].\[At Capacity Duration\] end)/SUM(If LEFT(\[User\].\[User Id\],15) = USERID15() then \[Total Online Duration\] end) | <!-- document id=7887e7c63af7b6f96123d1a53410d3875eb8dd458bcb1cda44b1357bf7414216 url=/admin/current/en-us/service/264-0-0/hr_svc_name_change_identity_upd.md --> # Name Change or Personal Identity Update Deploy this template to construct a secure pathway for employees to declare legal name changes or modify core identity indicators. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Current Legal Name, New Last Name, New First Name, Preferred Name, Effective Date, Reason For Change, Supporting Document Upload, Subject, Case Origin. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=b91818d28e418174951f154e72ac19f035b10bbbeeed4531179284fcdf399f0a url=/admin/current/en-us/service/264-0-0/mfs_native_gis_overview.md --> # Native GIS for the Field Service Mobile App Equip mobile workers with an integrated geospatial information system (GIS) to help them assess environmental risks such as real-time weather conditions or power outage areas. Native GIS combines this external data with work execution details such as work order line items to provide a unified, interactive map view. To ensure reliability in remote areas, Native GIS intelligently manages offline map syncs, prompting mobile workers to download necessary coverage, or automatically updating data every 24 hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The setup applies only to the ArcGIS online solution. - **[Set Up ArcGIS for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_create_arcgis_webmap.htm&release=264.0.0&type=5)** To use maps in the Field Service mobile app, first assign licenses. Then, create feature layers in the ArcGIS portal. Finally, assign them to maps, and define the authentication to use to access the map. - **[Set Up Authentication in Salesforce for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_auth_setup.htm&release=264.0.0&type=5)** Create authentication methods to authenticate mobile workers, and to authenticate the connector when syncing records with ArcGIS. You can either have a single authentication method for both your mobile workers and the connector, or you can define different authentication methods for each. - **[Data Layers for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_data_layers.htm&release=264.0.0&type=5)** Plot Salesforce data on Native GIS maps in the Field Service mobile app. On the Data Layers tab in Field Maps Settings, set up a connector to sync data to ArcGIS as a reference layer, or map related objects directly from Salesforce without syncing. - **[Set Up a Native GIS Connector](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_connector_setup.htm&release=264.0.0&type=5)** To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval. - **[Set Up Related Objects for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_related_objects_setup.htm&release=264.0.0&type=5)** Plot the records in a work order's related list on the map without syncing to ArcGIS. Choose the related object and record type, specify where its location comes from, and style the marker that mobile workers see. - **[Set Up Map Assignments](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_map_assign_setup.htm&release=264.0.0&type=5)** Configure which GIS maps mobile workers see in the Field Service mobile app. You can either assign a single map to all users, or assign different maps to different users. - **[Create Map Actions for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_create_map_action.htm&release=264.0.0&type=5)** Save mobile workers time and improve location accuracy by letting them complete field tasks directly from the map. Set up map actions to assign geospatial drawing tools to work order actions and object actions, so that mobile workers can create records and update locations by tapping or drawing on the map instead of entering coordinates by hand. - **[Assign Permissions to Mobile Workers for Accessing GIS Maps](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_assign_mobileworker_perm_to_access_gismaps.htm&release=264.0.0&type=5)** Make sure that the following permissions are assigned to the mobile workers who must access GIS maps. - **[Offline Maps](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_offline_maps.htm&release=264.0.0&type=5)** Every 24 hours, the Field Service mobile app evaluates whether your offline map covers the locations for a mobile worker's upcoming service appointments. If the app detects that the map area is insufficient for the next 24 hours of work, it prompts them to replace the current map with a new one that includes the relevant area. <!-- document id=4d445551a90535edee8e3259b58691182eadd96e21de5ca9d3656de4205b9f45 url=/admin/current/en-us/service/264-0-0/bots_service_reports.md --> # Navigate Einstein Bot Standard Reports Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75896e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75896e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75896e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Learn more about engaged sessions in [Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5 "Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance."). Learn more about goals in [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs."). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See [Article Answers for Einstein Bots Retirement](https://help.salesforce.com/s/articleView?id=005134861&type=1&language=en_US). To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). Einstein Bots provides a range of out-of-the-box reports that track many different bot activities within a time frame. Standard reports use fields from the Bot Metrics Daily object (ConvDefDialogDailyMetric), the Bot Metrics Hourly object (ConvDefDialogHourlyMetric), and the Session Metrics object (ConversationDefinitionSession). Data populates in standard reports within an hour. Most included reports use three data parameters: Time, Metric Type, and Value. - Time: Reports covering the past 30 days use the Metric DateTime field. Reports covering today use the Hour field. - Metric Type: The Metric Type field refers to the activity that the report captures. For example, the Exception metric tracks each time the bot encounters an error. - Value: The Value field refers to the count of the metric type. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Reports that use the Session Metrics object (including All Bot Sessions, Engaged vs. Unengaged Sessions, and Sessions Ended by Dialog) use a different structure. For time, they use Session Start Time and Hour. Because they track specific sessions, they don’t use a metric type. For value, they use either a count of their own rows or a sum of one of their count fields (for example, input message count). The following is an example of the Dialog Entry Points Last 30 Days standard report. It tracks the way that your customers trigger a dialog in a bot conversation. Triggers include manual user selection, system redirects such as a Rule Action step or a dialog next Step. For intent-enabled dialogs, triggers also include successful exact matches or intent recognition. ![An example standard report, Dialog Entry Points Last 30 Days](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_dialog_entry_report.png) Because the report covers the last 30 days, it’s populated with fields from the Bot Metrics Daily object (ConvDefDialogDailyMetric) and the Metric DateTime field. For the metric type, it uses Dialog Opened, which captures each time the bot opens a new dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Bot Metrics Daily report displays dates and times in GMT and doesn’t reflect the individual user’s timezone. The table groups rows by the Bot Definition Name, Dialog Definition Name, and Dialog Entry Point fields. The value column tells you how many times within the last 30 days the bot started a dialog from a given entry point. Customers manually navigated to the Main Menu dialog four times. After customers completed other dialogs, the system automatically routed them to the Main Menu four more times. Available metric types vary based on the object used to create the report. Metric types include: - Action Executed: An action dialog step such as Flow, Apex, Send Email, or Object Search completed. - AllELUCalled: The bot extracts an entity or identifies an intent. - Article Chosen: A user selects an article served by Article Answers. - Article Feedback Count: A user gives feedback on an article served by Article Answers, and the bot counts it as a single instance of feedback. For the average positive feedback score for an article, divide Article Feedback Sum by Article Feedback Count. - Article Feedback Sum: The bot sums the total positive feedback score for an article served by Article Answers. For the average positive feedback score for an article, divide Article Feedback Sum by Article Feedback Count. - Cancel Dialog: A user exits the current dialog and enters a new dialog without completing the original dialog or ending the conversation. - Confusion: The bot can't match one or more user inputs to an intent or entity. - Choice Selected: The customer selected a choice in a Question dialog step. - Dialog Completed: A user completes all steps of the current dialog and enters the next dialog. - Dialog Opened: The bot opens a dialog. - Dialog Closed: The bot closes a dialog. - ELU Boolean Extracted: The bot extracted a boolean entity. - ELU Entity Called: The bot extracted an entity. - ELU Intent Called: The bot identified an intent via intent recognition. - Engaged Session Count: A count of engaged sessions across all bots in an org. - Escalation: A request to transfer to a service rep. - Exception: The bot encountered an error. - Failed Transfer Session Count: A count of sessions with at least one failed transfer attempt. - Goal Completed: A user reaches an admin-defined point in a dialog flow where a common customer goal is considered complete. To define a goal, the admin adds the Goal dialog step to a dialog. - NLP Intent Called: The bot identified an intent via exact matching or intent recognition. - Sessions Started: The bot session started. - Sessions Ended: The bot session ended. - Sessions Engaged: Within a bot session, a user sends at least one message or clicks at least one menu option or choice. - Transferred: The bot transferred the session to a service rep or another bot. Reports in the Einstein Bot Report folder include: - All Bot Sessions Last 30 Days: All bot sessions by day for the last 30 days. - All Bot Session Today: All bot sessions by hour for today. - Article Chosen Last 30 Days: The number of articles selected from articles served by Article Answers in each bot for the last 30 days. - Article Chosen Today: The number of articles selected from articles served by Article Answers in each bot today. - Article Positive Feedback Last 30 Days: A count of positive feedback received for each article selected through Article Answers in the last 30 days. - Article Positive Feedback Today: A count of positive feedback received for each article selected through Article Answers today. - Boolean Extraction Rate Last 30 Days: A count of successful (yes or no) and unsuccessful (neutral) attempts by the bot to extract boolean entities in the last 30 days. A relatively high count of neutral responses can indicate an opportunity to improve bot design. - Boolean Extraction Rate Today: A count of successful (yes or no) and unsuccessful (neutral) attempts by the bot to extract boolean entities today. A relatively high count of neutral responses can indicate an opportunity to improve bot design. - Confusion Frequency Last 30 Days: The number of times a bot got confused, and the last dialog that the user was on for the last 30 days. Confusion occurs when a bot can't match one or more user inputs to an intent or entity. - Confusion Frequency Today: The number of times a bot got confused, and the last dialog that the user was on for today. Confusion occurs when a bot can't match one or more user inputs to an intent or entity. - Dialog Entry Points Last 30 Days: A count of modes by which users enter a given dialog in the last 30 days. Entry points include: - User Navigation: A user manually navigates to a dialog. For example, a user selects a dialog from a menu. - Rule Action: A user reaches a Call Dialog or Redirect to Dialog Rule Action step in a dialog. The user is directed to a new dialog specified in the original dialog’s Rule Action. - Dialog Next Step: A user completes a dialog, and the dialog routes the user to a new dialog specified in the original dialog’s Next Step. - Intent Detection: A user inputs text and enters a new dialog based on a successful exact match or intent recognition attempt.Use this report to evaluate the effectiveness of your conversation design. - Dialog Entry Points Today: A count of modes by which users enter a given dialog. Entry points include: - User Navigation: A user manually navigates to a dialog. For example, a user selects a dialog from a menu. - Rule Action: A user reaches a Call Dialog or Redirect to Dialog Rule Action step in a dialog. The user directed to a new dialog specified in the original dialog’s Rule Action. - Dialog Next Step: A user completes a dialog, and the dialog routes the user to a new dialog specified in the original dialog’s Next Step. - Intent Detection: A user inputs free text and enters a new dialog based on a successful exact match or intent recognition attempt.Use this report to evaluate the effectiveness of your conversation design. - Dialog Frequency Last 30 Days: Count of dialog usage in a session for the last 30 days. - Dialog Frequency Today: Count of dialog usage in a session. - Dialogs Canceled Last 30 Days: A count of dialogs canceled by the user per bot in the last 30 days. In a canceled dialog, a user exits the current dialog and enters a new dialog without completing the original dialog or ending the conversation. - Dialogs Canceled Today: A count of dialogs canceled by the user per bot today. In a canceled dialog, a user exits the current dialog and enters a new dialog without completing the original dialog or ending the conversation. - Dialogs Completed Last 30 Days: A count of dialogs completed by the user per bot in the last 30 days. In a completed dialog, a user completes all steps of the current dialog and enters the next dialog. - Dialogs Completed Today: A count of dialogs completed by the user per bot today. In a completed dialog, a user completes all steps of the current dialog and enters the next dialog. - Dialogs Used Per Session Last 7 Days: The distribution of the number of dialogs started per session in the last 7 days. Use this report to understand the complexity of your bot conversations. - Dialogs with Exceptions Last 30 Days: Count of dialogs with exceptions in the last 30 days. - Dialogs with Exceptions Today: Count of dialogs with exceptions. - Engaged Session Length Last 7 Days: The average length of all engaged sessions per bot in the last 7 days. Longer session averages can indicate higher customer engagement and bot effectiveness. - Engaged Sessions Last 7 Days: Engaged sessions vs. unengaged sessions by day for the last 7 days. - Engaged vs. Unengaged Sessions (30 Days): Engaged sessions vs. unengaged sessions across all bots by day for the last 30 days. - Engaged vs. Unengaged Sessions Today: Engaged sessions vs. unengaged sessions across all bots by hour today. - Entity Extraction Rate Last 30 Days: A count of successful and unsuccessful entity extraction attempts by bot in the last 30 days. - Entity Extraction Rate Today: A count of successful and unsuccessful entity extraction attempts by bot today. - Escalation Last 30 Days: A count of escalations initiated by the bot or user in the last 30 days. An escalation includes any attempt to transfer a conversation to a service rep, queue, or bot, typically when the bot cannot handle a request or encounters an error. Frequent escalations from a dialog can indicate opportunities to improve bot design or configuration. - Escalation Today: A count of escalations (any attempt to transfer) that the bot or user initiates, and the dialogs from which an escalation originates. An escalation is any attempt to transfer (to a service rep, queue, or bot). Escalations typically occur due to an error or when the bot can’t handle a user request. A dialog with relatively high escalations can indicate an opportunity to improve bot design or configuration. - Goals Completed Last 30 Days: A count of goals completed by bot and by day in the last 30 days. - Goals Completed Today: A count of goals completed by bot and by hour. - Goals Completed by Dialog Last 30 Days: A count of goals completed by dialog name and by bot in the last 30 days. - Goals Completed by Dialog Today: A count of goals completed by dialog name and by bot today. - Goals Completed by Goal Name (30 Days): A count of goals completed by goal name and by bot in the last 30 days. - Goals Completed by Goal Name Today: A count of goals completed by goal name and by bot today. - Intent Recognition Count Last 30 Days: A count of intent recognition attempts against the intent model by bot and by day in the last 30 days. - Intent Recognition Count Today: A count of intent recognition attempts against the intent model by bot and by day. - Intent Recognition Rate Last 30 Days: A count of successful and unsuccessful intent recognition attempts against the intent model by bot in the last 30 days. - Intent Recognition Rate Today: A count of successful and unsuccessful intent recognition attempts against the intent model by bot today. - Intents Matched and Recognized (30 Days): An aggregate count of successful exact matches and intent recognition by intent and by bot in the last 30 days. - Intents Matched and Recognized Today: An aggregate count of successful exact matches and intent recognition by intent and by bot today. - Intents Recognized Last 30 Days: A count of intents recognized by intent and by bot in the last 30 days. - Intents Recognized Today: A count of intents recognized by intent and by bot today. - Sessions Ended by Dialog Last 30 Days: A count of the number of sessions ended by either the bot or user with reason type. A high relative count indicates an opportunity to improve bot design unless the dialog closes the conversation. - Sessions Ended by Dialog Today: A count of the number of sessions ended by either the bot or user with reason type. A high relative count indicates an opportunity to improve bot design unless the dialog closes the conversation. - Sessions with Completed Goals (30 Days): A count of engaged sessions with at least one completed goal, by goal name and by bot in the last 30 days. - Sessions with Completed Goals Today: A count of engaged sessions with at least one completed goal, by goal name and by bot. - Transfer to Bots by Dialog Last 30 Days: A count of bot-to-bot transfers by dialog and by bot that initiated the transfer in the last 30 days. - Transfer to Bots by Dialog Today: A count of bot-to-bot transfers by dialog and by bot that initiated the transfer today. - Transfers Last 30 Days: A count of transfers to bots or service reps by bot in the last 30 days. - Transfers Today: A count of transfers to bots or service reps by bot today. To access the Einstein Bot Reports: 1. From the Salesforce Main Page, click the App Launcher. In the Quick Find box, enter Reports, and then select **Reports**. 2. Click **All Folders** and then select a folder. If a folder is missing, turn on Einstein Bots on the Bots Setup Home Page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Previously, we added a folder for each release that contained the latest versions of all new and existing standard bot reports. Folders from Spring ’24 and earlier releases are still available. However, the reports in those folders don’t have access to new and updated metric types. To filter the report by bot, add a filter with the Bot Version ID field and enter the Bot Version ID. You can find the Bot version ID in the URL of the bot builder when viewing a specific version of a bot. You can also find it in the report. ![Use the URL to find the bot version ID.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_reports_id.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Deleting a bot version removes any aggregation metrics generated by that bot version. To restore the aggregation metrics, remove the Bot Version ID field from your report or reports. Reports that use hourly metrics retain data for 14 days, and reports that use daily metrics retain data for 180 days. To store the data longer, use the menu dropdown to click Export. #### See Also - [Engaged Sessions, Bot Billing, and Bot Performance](https://help.salesforce.com/s/articleView?id=service.bots_service_engaged_sessions.htm&release=264.0.0&type=5 "Use engaged sessions to track your bot use against your monthly subscription allowance and measure bot performance.") - [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.") <!-- document id=86bc80e4c2745d9a37dc591b884741c173ba0b59b89a099c796ebbce4c77fb01 url=/admin/current/en-us/service/264-0-0/console_navigating.md --> # Navigate Within the Agent Console What you click in the Agent console determines which frame a record displays in. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the detail view, clicking: - Buttons or links on the record displays the record in the detail view. - **Email this page** (![Email icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/mailCloseEnv16.gif)) displays a link to the record in an email. - **Link to this page** (![Link icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/link20.gif)) displays the record and the URL of the record in a new browser window. - **Printable View** (![Print icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/printer20.gif)) displays a printable view of the record in a window. - **Customize Page** (![Customize icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/customize20.gif)) allows you to customize the display of related lists in the detail view of the record. - **Help for this page** (![Help icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/help16.png)) displays an online help page for the record. In the mini view, clicking: - Links displays the record in the detail view. Associated records display in the mini view. - **View** displays the entire record in the detail view. - **Edit** displays a mini edit page in the mini view. To edit a field not displayed on the mini edit page, click **View** to display the entire record in the detail view, and then click **Edit** from the detail view. - **Show more** below a related list displays more of the records included in the related list in the mini view. **Show more** displays an additional five records every time you click it, up to a maximum of 100. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If the record in the detail view does not have any records associated with it, the mini view does not display. In the list view, clicking: - A link displays the record in the detail view. - **Refresh** reloads the list view with any updates that have occurred to the records since you began viewing the list. - A column heading sorts that column in ascending order. Click the heading a second time to sort in descending order. - A letter at the bottom of the list view filters your list view records by the letter. - **fewer** or **more** at the bottom of the list view displays a shorter or longer list. - **Previous Page** or **Next Page** at the bottom of the list view displays the previous or next page of items on the list. - For more information, see [Using the Agent Console List View](https://help.salesforce.com/s/articleView?id=service.console_listview.htm&release=264.0.0&type=5 "The Agent console’s list view lets you quickly perform actions within Salesforce without leaving the console."). In the sidebar, clicking: - The border of the left frame opens the sidebar in the console. Click the border of the left frame a second time to hide the sidebar. - A record under Recent Items displays the record in the detail view. - **Calendar** displays the calendar in the detail view. - **Recycle Bin** displays the Recycle Bin in the detail view. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Clicking the back or forward buttons on your browser cycles you through pages in the console. You don’t immediately exit the console by clicking them. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Not all pages open within the console. For example, clicking **Printable View**, **Check Spelling**, **Help for this Page**, lookup icons, email addresses, and custom links set to open in a new browser window all open outside of the console in a new browser window or popup. Drag-and-drop editing is not available for calendar views. #### See Also - [Legacy Agent Console](https://help.salesforce.com/s/articleView?id=service.console_about.htm&release=264.0.0&type=5 "The legacy agent console in the console tab makes it easier to find related information with less switching between pages.") - [Agent Console Concepts](https://help.salesforce.com/s/articleView?id=service.console_concepts.htm&release=264.0.0&type=5 "Review the following terminology used to describe the components of the Agent console.") - [Display the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_start.htm&release=264.0.0&type=5 "You can start using the Agent console after your administrator has set it up.") - [Use the Agent Console List View](https://help.salesforce.com/s/articleView?id=service.console_listview.htm&release=264.0.0&type=5 "The Agent console’s list view lets you quickly perform actions within Salesforce without leaving the console.") <!-- document id=e86bfb531713485b3736b1c71648a6815a8e2b00c4b8f894a67160f8a6224928 url=/admin/current/en-us/service/264-0-0/bots_service_navigating_conversations.md --> # Navigating Bot Conversations To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See [Article Answers for Einstein Bots Retirement](https://help.salesforce.com/s/articleView?id=005134861&type=1&language=en_US). To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). ## Free Text Processing Customers can send free text to a bot at any point of the conversation. The bot processes the text in this order. 1. If the text input matches a menu option label or button, the bot moves to that menu option or button. The match isn’t case-sensitive. 2. [Intent recognition](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!"): If intent is enabled, the bot looks for an exact match. If no exact match is found, it attempts to match the free text to an intent. If the bot is confident that the text is a match to a specific intent, it redirects to that intent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Successful, repeatable intent matches rely on balanced and robust intent models. If the model is unbalanced, your bot transfers to an unintended intent. Use the [Bot Event Logs](https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5 "Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.") to identify when an intent match occurred inside a conversation and review the [Intent Management](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!") section to better understand how to build a successful model. 3. If the bot has [Article Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_article_answers.htm&release=264.0.0&type=5 "Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time.") or [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."), the bot redirects to the associated intent. 4. [Confused Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."): If the text input doesn’t match any of the above, the bot moves to the Confused dialog. The confused dialog sends a message and then returns to the start of the dialog step where the bot became confused. 1. If the text input matches a menu option label or button, the bot moves to that menu option or button. The match isn’t case-sensitive. 2. [Intent Recognition](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!"): If intent is enabled, the bot reviews the free text and redirects to the intent if the bot is confident that the text is a match to a specific intent. The bot first searches for an exact match by intent and then checks the intent model. For example, if intent is enabled on the Transfer dialog and has utterances, the bot checks for an exact match when a customer enters “Transfer me to an agent”. If no exact match is found, the bot checks for an intent match. Then the bot finds the relevant intent and redirects to the Transfer dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Successful, repeatable intent matches rely on balanced and robust intent models. If the model is unbalanced, your bot transfers to an unintended intent. Use the [Bot Event Logs](https://help.salesforce.com/s/articleView?id=service.bots_service_events_log.htm&release=264.0.0&type=5 "Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot.") to identify when an intent match occurred inside a conversation and review the [Intent Management](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!") section to better understand how to build a successful model. 3. If the bot has Article Answers or the Answer Questions with Knowledge copilot action, the bot redirects to the associated intent. 4. [Confused Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."): If the text input doesn’t match any of the above, the bot moves to the Confused dialog. The confused dialog sends a message and then returns to the start of the dialog step where the bot became confused. The bot skips the Next Steps section inside the Confused dialog. Instead, the bot returns to the beginning of the original dialog. If the bot is confused within a question step, the bot follows the question step order. ## Dialog Processing Dialogs work differently depending on whether intent is enabled in the bot. Each dialog has a Next Step section at the end of it that contains these action options. - Wait for customer input: The default Next Step action of a new dialog. The bot waits for your customer to send a message, then attempts to match the text to an intent. - Show a menu: A menu that contains other bot dialogs. The bot shows the menu to your customer and then redirects to the selected dialog. - Start another dialog: A one-way redirect to another bot dialog. - Transfer to an agent: Transfers the customer to the queue defined in the Chat Button or Channel Name. You can review the connections assigned to the bot on the Bot Overview page. When using [dialog action steps](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_action.htm&release=264.0.0&type=5 "Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers."), keep these considerations in mind. - In dialogs, messages are sent after the bot processes the entire dialog, regardless of the order of actions in the dialog. For example, when an Apex execution is after a message in a dialog action step, the message is sent after the Apex execution. - When you add a pause to a flow, the bot doesn’t pause and wait for an event to resume the flow. The bot continues with the outputs that come out of the flow invocation until the flow is paused. - To use the Object Search action step, the bot user must be a custom user with access to the searched objects. For example, to search Knowledge objects, the bot user must have Knowledge User enabled. To expand your bot’s capabilities, see [Add a Custom Bot User](https://help.salesforce.com/s/articleView?id=service.bots_service_add_profile.htm&release=264.0.0&type=5 "Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user."). - The Object Search action step supports these standard objects: Account, Case, Contact, Campaign, Contract, Knowledge, Lead, Opportunity, Order, Task. - The Object Search action step supports these standard field types: Auto-Number, Birthday, Boolean, Content, Currency (including Currency ISO Code), Date, DateTime, Double, Due Date, Email, Entity ID, Enums (dynamic, static), Fax, Integer, Long, Multi-line Text, Percent, Phone Number, Record Type, String Plus Clob (text only), Text, URL - The Object Search action step doesn’t support rich text, long text, or text area field types. - Object Search for Knowledge objects is supported for Lightning Knowledge only. - To define strict scenarios in which you want the bot to search for knowledge articles, use Object search for Knowledge objects. To detect questions and automatically generate conversational answers based on information in your knowledge base, consider using [Generative Knowledge Answers](https://help.salesforce.com/s/articleView?id=service.bots_service_action_knowledge.htm&release=264.0.0&type=5 "Integrate generative AI into your enhanced bot with the Generative Knowledge Answers. When a customer asks your bot a question, Generative Knowledge Answers uses the Answer Questions with Knowledge agent action to search for relevant information in your knowledge base. It then generates a conversational response."). [Dialog question steps](https://help.salesforce.com/s/articleView?id=service.bots_service_using_dialog_question.htm&release=264.0.0&type=5 "Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next.") follow this specific order. 1. Named Entity Recognition (NER): The bot checks if the free text is recognizable as the entity data type defined in the Entity Name field. Recognize and save from customer input: If checked, the bot reviews the free text that triggered the intent originally for an entity match and skips the question if a match is found. Example: If a customer says “I’d like to check on order 12345”, the bot skips the question asking for the order number and saves it to the Order Number variable. 2. [Intent Recognition](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!"): If NER fails and intent is enabled, the bot reviews the free text and redirects to an intent. 3. [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input."): If NER and Intent Recognition both fail, or if Intent Recognition isn’t enabled, the bot executes any Conversation Repair messages defined in the question. The bot delivers up to two repair attempts, and then follows the setting defined in What Should the Bot Do Next. The bot can repeat the original question and repair attempts until the variable is filled, or move to the next dialog step without filling the variable. 4. [Confused Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone."): If no entity or intent is recognized, and Conversation Repair isn’t configured, the bot calls the Confused dialog. Then the bot returns to the start of the last dialog step. These actions exist within [dialog rule steps](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5 "Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional."). - Call Dialog: Call dialogs act as a loop. The bot returns to the calling dialog after the call is complete. These dialog steps retain the context of the conversation. Call Dialogs are ideal in use cases that require reusing dialogs in a conversation, such as user authentication and collecting user feedback. - When a dialog is called from a Call dialog, the Next Step section at the end of the dialog isn’t triggered. - We recommend no more than five Call Dialogs in a chain. - If Redirect to Dialog is invoked in a Call Dialog, the Call Dialog chain ends and the Redirect to Dialog continues. - If an intent is detected, the Call Dialog chain ends and the dialog associated with the intent is started. - Clear Variable Value: Removes the value of a variable. - If the bot runs through a dialog multiple times within one conversation, we recommend that you add a clear variable value in the first dialog rule step of that dialog. - If Clear Variable Value isn’t used, the bot retains the old value and moves on to the next dialog step. Because the variable is already filled, any question that uses that variable is skipped. ![Add a Clear Variable Value rule before a frequently asked question in a conversation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_rule_clear_variable.png) - End Chat: Ends the bot conversation. - Redirect to Dialog: Redirects are a one-way transfer to another dialog. Use redirects when you want to branch the bot conversation based on conditions in the conversation. For example, a bot collecting RSVPs can branch to different messages depending on a customer’s response. - Send a Message: Sends a message to the customer. This rule action is useful for providing directed messaging based on a customer’s input. - Set Conversation Language: Sets the language the bot uses with the end user based on a variable. - Set Routing Type: Routes the chat session to a specialized queue that you define as a context variable. - Set Variable: Sets the contents of a context variable into a user-defined variable. - Transfer: Transfers a chat session to a service rep or queue. To complete the transfer, set a context value, such as a Queue ID. <!-- document id=b598f9178c403284f5e76b7c1a2d6d875db630b6e9ea18189f60a0fe6873537a url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_process_network_connections.md --> # Network Connections Process Job Visualize how network devices connect across Layer 2 and Layer 3 topology. The Network Connections process job links VLANs, switches, routers, end devices, and chassis clusters from discovered neighbor data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> ## How Network Connections Are Mapped The Network Connections process job maps adjacency among switches, routers, VLANs, and end devices by using discovered Layer 2 port data and Layer 3 neighbor data. When VLAN data is available, the job creates relationships between the VLANs. Otherwise, it creates a direct relationship between the devices. The job also associates servers with chassis clusters by matching chassis IDs. ## When to Run the Job Run the job after network device discovery. Rerun it as your network changes to reflect new devices and adjacency relationships. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## Relationships Created | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | VLAN to VLAN | Connected To | VLANs on two switches or routers are adjacent. | The job matches VLAN ports from Layer 2 and Layer 3 neighbor data. | | VLAN to Switch, Router, or End Device | Connected To | A VLAN is adjacent to a device that doesn't have VLAN data. | The job uses neighbor data when VLAN information is available on only one side of the connection. | | Switch or Router to Switch, Router, or End Device | Connected To | Two devices are adjacent when neither side has VLAN data. | The job uses neighbor data and identifies the end device by IP address. | | Server to Chassis Cluster | Contains | A server belongs to a chassis cluster. | The job matches the server chassis ID to the chassis cluster. | <!-- document id=b5f1a0f043acdd825dd3b167b071f8159bc325bccb9f30721678840ea9587648 url=/admin/current/en-us/service/264-0-0/afcc_sv_network_reqs.md --> # Network Requirements for Agentforce Contact Center Agentforce Contact Center Voice sends call audio over a relay connection with no fallback path. A restrictive firewall, proxy, or VPN can block the audio path and cause error E-1002. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Agentforce Contact Center Voice makes and receives calls directly in the browser, without a desk phone or separate softphone app. When a rep's workstation sits behind a corporate firewall, proxy, or VPN that blocks non-allowlisted destinations, a call can connect part-way and then fail. To prevent this failure, work with your network or firewall team to allowlist the destinations, IP addresses, and ports described in this topic. ## Why Restrictive Networks Block Calls Agentforce Contact Center Voice separates call signaling, which sets up and tears down a call, from the audio, or media, path, which carries the actual voice traffic. The audio path uses a relay connection with no direct fallback. When a network blocks the relay destinations or ports, call setup can succeed while the audio path still fails. When this happens, the softphone shows "Connecting" and then displays: "We couldn't accept the call. Ask your Salesforce admin for help with code E-1002." The browser console can also show Failed to gather relay candidates within 5 seconds or THUNDERBIRD\_CONNECTOR\_ERROR. Both messages point to the same root cause: The network blocked the audio (media) path, not the call signaling. Because the relay connection has no fallback, allowlisting the destinations and ports in this topic is required, not optional, for reps on restrictive networks. ## General Rules for Allowlisting Voice Traffic Apply these rules when your network team configures firewall or proxy rules for Agentforce Contact Center Voice. - Allow traffic to the required destinations without proxy authentication. - Don't apply SSL inspection or deep-packet inspection to this traffic. Real-time voice traffic breaks when it's intercepted or decrypted in transit. - Allowlist the call-signaling hostname by its fully qualified domain name (FQDN). Its underlying IP addresses change automatically, so don't pin firewall rules to a fixed IP address. - Allowlist the media-relay IP addresses directly. These IP addresses are stable and don't rotate under normal operation. The media hostname is for reference only and can change if the underlying accelerator is recreated, so don't build firewall rules on that hostname. - Include every media-relay IP address for a region. Each region's media relay uses two static IP addresses, and calls fail intermittently when your network allows only one. ## Endpoint Sets and Regions Agentforce Contact Center Voice distributes call traffic across multiple endpoint sets so that traffic can use any available path in your org's region. Each endpoint set pairs a call-signaling hostname with its own media-relay IP addresses and hostname. Because traffic can use any endpoint set in your region, calls fail intermittently when even one set is missing from your allowlist. Orgs hosted in the United States use two endpoint sets, and both require allowlisting. Endpoints differ for orgs hosted outside the United States. For the specific hostnames, IP addresses, and ports to allowlist for your org's region, see [Allowlist Network Destinations for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_allowlist_network_destination.htm&release=264.0.0&type=5 "Allowlist the call-signaling and media-relay destinations and open the required ports so reps behind a firewall, proxy, or VPN can make and receive calls.") . ## Common Misconfigurations Most E-1002 cases trace back to one of these misconfigurations. - **Only one media IP address allowed.** A broad IP range sometimes covers just one of a region's two static media addresses. Calls then work at low call volume and start failing as volume increases, because traffic shifts unpredictably between the two addresses. - **Only one endpoint set allowed.** Orgs that allowlist a single US endpoint set instead of both see intermittent failures, because Agentforce Contact Center Voice can route a call through either set. - **Media allowlisted by hostname instead of IP address.** The media hostname can change if the underlying accelerator is recreated. Allowlisting by IP address avoids breakage from that change. - **Unrelated IP addresses flagged in logs.** When your network team finds connections to addresses that aren't in your allowlist reference, those addresses aren't part of the Agentforce Contact Center Voice media path. Some come from other services that your own applications contact, such as fraud or device-intelligence providers. Review those separately with your security team. - **[Allowlist Network Destinations for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_allowlist_network_destination.htm&release=264.0.0&type=5)** Allowlist the call-signaling and media-relay destinations and open the required ports so reps behind a firewall, proxy, or VPN can make and receive calls. <!-- document id=c469d7e4cd91e54a0189e2b8fd642e1aed207a8db1834841a785a04b6cfd5d62 url=/admin/current/en-us/service/264-0-0/voice_configure_cc_next_steps.md --> # Next Steps for Salesforce Voice after Contact Center Configuration You’ve set up Salesforce Voice (formerly Service Cloud Voice) and customized your contact center. Now that basic setup is done, learn about more advanced features and optional customizations that can enhance the experience of your reps and customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Customize Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_customize.htm&release=264.0.0&type=5 "You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.") <!-- document id=4857fcb10af282daf4fb7ce2b3e57fc5465709e7ca5f6d2eb7c150ac4e7d2062 url=/admin/current/en-us/service/264-0-0/workforce_engagement_nonstandard_shifts.md --> # Non-Standard Shifts Non-standard shifts are shifts not sought by contact center reps for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the planner assign shifts in a more equitable and balanced way, which can reduce support rep dissatisfaction and attrition. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> **User Permissions Needed** <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To create a shift or apply a template:</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Shift Scheduling Planner</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> </tbody> </table> ## Marking Shifts as Non-Standard Planners can mark shifts and shift templates as non-standard. - To mark a shift as non-standard, select the **Non-Standard** checkbox when creating or editing a shift. - To mark a shift template as non-standard, select the **Non-Standard** checkbox when creating or editing a shift template. ## Identifying Non-Standard Shifts All shifts marked as non-standard are flagged in the various views. For example, in the schedule view, non-standard shifts are flagged with a red pain icon. In the table view, non-standard shifts are flagged under the **Non-Standard** column, which can be grouped and brought to the top of the view. ## Limiting Non-Standard Shifts Planners can restrict how many non-standard shifts are assigned to each support rep. 1. Specify the maximum number of non-standard shifts in a scheduling constraint on each service resource or service territory. 2. Create a scheduling rule of the Limit Non-Standard Shifts type. When assigning a support rep, the scheduling logic looks for support rep that haven't reached their limit for non-standard shifts. <!-- document id=2dec8b6a104af7be8d353f6d3f380533658ed8b5ac739c55e4530ffe434aafa6 url=/admin/current/en-us/service/264-0-0/fs_shifts_nonstandard_shifts.md --> # Nonstandard Field Service Shifts Nonstandard shifts in Field Service are shifts not sought by mobile workers for various reasons, such as inconvenient hours or increased workload. Identifying and marking shifts as non-standard helps the shift planner assign shifts in a more equitable and balanced way, which can reduce dissatisfaction and attrition. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d147188e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147188e70 ">To view, create, and edit shifts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147188e70 ">View, create, and edit on Shifts, Job Profiles, Service Territories, Service Resources, Service Territory Memberships</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147188e70 ">To view, create, and edit shift templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147188e70 ">View, create, and edit on Shifts Templates, Job Profiles, Service Territories, Service Resources, Service Territory Memberships</td> </tr> </tbody> </table> ## Marking Shifts as Nonstandard - To mark a shift as nonstandard, select the **Non-Standard** checkbox when creating or editing a shift. - To mark a shift template as nonstandard, select the **Non-Standard** checkbox when creating or editing a shift template. ## Identifying Nonstandard Shifts Shifts marked as nonstandard are flagged in the various views. In the shift schedule view and the Gantt, nonstandard shifts are flagged with a red icon. In the table view, add the Non-Standard field to see which shifts aren’t standard. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Classic Dispatch Console Gantt is a managed package feature. ## Limiting Monthly Nonstandard Shifts Managers and planners can restrict how many nonstandard shifts are assigned monthly to each worker. 1. Specify the maximum number of monthly non-standard shifts in a scheduling constraint on each service resource or service territory. 2. Create a scheduling rule using the Limit Non-Standard Shifts rule type. When assigning service resources to shifts, the scheduling logic looks for individuals that haven’t reached their monthly limit for nonstandard shifts. #### See Also - [Manage Your Shift Schedule in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_view.htm&release=264.0.0&type=5 "Identify which shifts are covered, and which ones still require a worker to confirm that they’re available. The list view for shifts lets you examine upcoming shifts and their status. Switch to the schedule view to see shifts grouped by service territory or job profile in a calendar.") - [Add Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_create_all.htm&release=264.0.0&type=5 "Shifts in Field Service determine when your workforce is available to be assigned service appointments. Shifts differ from Operating Hours in that for shifts you can define single time periods for which you need workforce coverage. This capability lets you flexibly assign your shift-based workforce to service appointments. Shift-based workforces have varying availability, such as contractors, retail workers, healthcare workers, and on-call staff. You can use predefined patterns to quickly create a set of standard shifts for weekdays and weekends.") - [Define Which Appointments Can Be Scheduled During Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&release=264.0.0&type=5 "Similar to how you use designated time slots on operating hours, in Field Service, you can use Record set Filter Criteria to define and designate which appointments can be scheduled to service resources during shifts. Create Recordset Filter Criteria based on service appointment field values, and then add the filter to a shift so that only relevant appointments get scheduled.") - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [Color-Code Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shift_background_color.htm&release=264.0.0&type=5 "Use a background color to identify different types of shifts in the Field Service schedule view and dispatch console. Background colors let you add visual information that works along with status-based horizontal color bars in shift cells. You can add a background color to a shift or a shift template.") - [Field Service Guidelines for Shift Availability](https://help.salesforce.com/s/articleView?id=service.fs_shifts_guidelines.htm&release=264.0.0&type=5 "Learn how to define valid shifts and show when your workers are available for shift work. Shifts can work alone or alongside operating hours and service territory memberships to define workforce availability. Designate shifts to show availability for specific types of work or tasks, or for specific territories. For example, you can designate an on-call shift for emergency appointments only.") <!-- document id=38b0d6986218b4e52cdeb0445851cdac0741377a654a7da9388f13540a51620b url=/admin/current/en-us/service/264-0-0/it_srvcs_notifications.md --> # Notifications for IT Services Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Employees, fulfillers, and managers receive real-time updates in their preferred channels to facilitate quick action and team alignment. ## Benefits - Control notification delivery by enabling or disabling channels, defining triggers, and managing content with predefined templates. - Use conditional logic to tailor updates based on the object attributes. - Configure multichannel notifications to deliver updates in users' preferred channels. - Create reusable templates with merge fields and HTML content for standard communication. - Trigger notifications from standard and custom objects. - Notify recipients about changes to related (child) records with the Parent Update, Associate, and Disassociate triggers. - Choose the email sender, including verified org-wide email addresses, instead of using only the default no-reply address. - Notify Salesforce users, contacts, accounts, and their managers. - Personalize Slack messages with Block Kit formatting, such as hyperlinks, images, and rich layouts. - Deliver Slack notifications through an agent so that recipients can respond and act conversationally. ## Supported Channels - Email - In-app: Agentic IT Service Desk console or the Agentforce Employee portal - Slack - Microsoft Teams ## Supported Objects Configure notifications for standard and custom objects. Select a reference object to trigger notifications on that object's records, or notify recipients about changes to a related (child) object using these trigger types: - Parent Update: Triggers when the parent record changes. - Associate: Triggers when a child record is added to or linked with the parent. - Disassociate: Triggers when a child record is removed from or unlinked from the parent. ## Recipients - Salesforce users - Contacts - Accounts - Managers of the selected recipients ## Slack Delivery Options - Add Block Kit content to format Slack messages with hyperlinks, images, and rich layouts. - Send notifications through an agent so that recipients can start a conversation and take action directly from the notification. - **[Permission Sets for IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_perm.htm&release=264.0.0&type=5)** Assign the Notifications Designer permission set to enable users to define notification triggers, create templates, and select delivery channels. - **[Enable IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_enable_feature.htm&release=264.0.0&type=5)** Use Salesforce Go to enable and configure notifications for your IT service team and employees. - **[Configure Notifications for Your IT Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5)** Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic. - **[Configure Related Object Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config_related_obj_notif.htm&release=264.0.0&type=5)** Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object. - **[Predefined Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_predefined_notifs.htm&release=264.0.0&type=5)** Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs. - **[Configure SLA-based Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config_sla_notif.htm&release=264.0.0&type=5)** Help teams respond proactively to approaching or breached service-level agreement (SLA) and operational level agreement (OLA) milestones. by associating notifications with milestone actions. <!-- document id=b4c269122d9048b439aef2fb227729bc89c645288a02b98e7bafbb73fcf0e8a0 url=/admin/current/en-us/service/264-0-0/es_ap_notifications_set_up.md --> # Notifications Setup Keep alumni informed about important updates through notifications. Timely notifications enable alumni to quickly act on urgent issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <!-- document id=81afdf49c130b9adb1bc95d03538c8ef71f69eb2cd30e8b9823bdbce036d6599 url=/admin/current/en-us/service/264-0-0/es_notifications_set_up.md --> # Notifications Setup Keep employees informed about important updates through notifications. Timely notifications enable employees to quickly act on urgent issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Enable Notifications in Experience Builder Sites](https://help.salesforce.com/s/articleView?id=experience.community_builder_enable_notifications.htm&type=5&language=en_US) <!-- document id=3a4435d74f4cd5cfbcaf643c3b397d8b460e7dceb3570b3b15ab3ea745ca885f url=/admin/current/en-us/service/264-0-0/incident_mgmt_notify_external_stakeholders.md --> # Notify External Stakeholders with Broadcast Communications To notify customers of an ongoing incident, use external broadcast communications such as site banners and emails. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Send a Broadcast Email](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_send_a_broadcast_email.htm&release=264.0.0&type=5)** Send an email to customers impacted by an incident. You can send an email to a defined contact list. Or, if cases or products are attached to the incident, you can send a broadcast email to the case or product contacts. - **[Add a Broadcast Site Banner to Your Help Site](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_a_broadcast_site_banner.htm&release=264.0.0&type=5)** Proactively notify customers about an ongoing incident by adding a banner to your website. You can only add a broadcast site banner to a site that doesn’t have an active banner. - **[Deactivate a Broadcast Site Banner](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_deactivate_broadcast_site_banner.htm&release=264.0.0&type=5)** When an incident is resolved, deactivate the banner to remove it from your site. <!-- document id=d5f5f6b1d27b6456c1af88b3041369079653295a970a0e0039195ea43a3c069f url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_broadcast.md --> # Notify Impacted Customers with a Broadcast Communication When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> After impact analysis identifies the accounts and contacts that an incident or change request affects, an IT fulfiller can notify those customers with a broadcast communication. For Proactive Customer Operations, broadcasts sent to impacted contacts from an incident or change request use email. For the full steps, see [Send a Broadcast Communication from an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5 "Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast."). To set up the feature and enable channels, see [Broadcast Communications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms.htm&release=264.0.0&type=5 "Keep customers and internal teams informed during major incidents and planned changes. From an incident or change request, send one broadcast across email, in-app, Slack, and Microsoft Teams, draft it with AI, and track updates on the Communications tab."). <!-- document id=619e7eb2a0f2a99aab86d9b636509d31fa37d3f9a4ab40f393732f8e57851fb7 url=/admin/current/en-us/service/264-0-0/incident_mgmt_notify_internal_stakeholders.md --> # Notify Internal Stakeholders with Broadcast Communications To notify incident teams or internal stakeholders of an ongoing incident, use broadcast alerts or Slack messages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Send a Broadcast Alert](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_send_a_broadcast_alert.htm&release=264.0.0&type=5)** When an incident occurs, send an alert to the appropriate team members so that they can take direct action and quickly resolve the issue. The alert is routed to the team based on the topics that are assigned to the group. For example, if an incident related to a hardware issue occurs, then you select Hardware Issue as the broadcast topic. The incident group that handles hardware issues is then notified. - **[Respond to a Broadcast Alert](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_respond_to_a_broadcast_alert.htm&release=264.0.0&type=5)** To act on a broadcast alert, you can attach related cases to recent and ongoing incidents in the Incident Alerts utility. You can also open the incident to get caught up on the details. To use the Incident Alerts utility, an admin must add it to your Service app. - **[Send a Broadcast Slack Message](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_send_a_broadcast_slack_message.htm&release=264.0.0&type=5)** Keep stakeholders and leadership teams in the loop when an incident occurs with broadcast Slack messages. A broadcast Slack message is visible to all users who have access to the associated Slack channel. - **[Update a Broadcast Slack Message](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_update_slack_message.htm&release=264.0.0&type=5)** To keep stakeholders informed without sending a new broadcast Slack message, update a broadcast Slack message’s incident fields to reflect the latest changes. - **[Delete a Broadcast Slack Message](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_delete_broadcast_slack.htm&release=264.0.0&type=5)** Delete a broadcast Slack message from the Slack channel, without leaving the Service Console, when an incident is resolved or no longer relevant. <!-- document id=f0b57a921b22fa8df226cfdc3976ccfb88d9b7a4d51a8bade6d6f33d70720c0a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_emp_lfcycl_offbrd_emp.md --> # Offboard Employee Deploy this template to standardize the end-to-end employee offboarding workflow. Orchestrate multiple departmental service requests with this primary service request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Username: The username of the employee being offboarded. - Email: The email address of the employee being offboarded. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=2ed44fab5bc7de6aa54451ac367cd38d7b20c5d74054cb0304fead0247df4313 url=/admin/current/en-us/service/264-0-0/messaging_afcc.md --> # Offer Native Messaging Support with Agentforce Contact Center Give customers more ways to get support by connecting with them through messaging channels that they already use. With Agentforce Contact Center, service reps can message customers in real time from the Service Console on desktop or mobile. Set up messaging for your website or mobile app with Enhanced Chat, or connect channels with native integrations such as WhatsApp, Apple Messages for Business, LINE, Facebook Messenger, and SMS. To support customers through an additional messaging service that’s has a native integration with Salesforce, use Partner Messaging (formerly Bring Your Own Channel for Messaging). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. - **[Add Flexibility and Power with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&release=264.0.0&type=5)** Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience. - **[Set Up WhatsApp Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&release=264.0.0&type=5)** Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options. - **[Set Up Apple Messages for Business Channels](https://help.salesforce.com/s/articleView?id=service.messaging_apple_parent.htm&release=264.0.0&type=5)** To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account. - **[Create a LINE Messaging Channel](https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5)** Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console. - **[Set Up Facebook Messenger Channels](https://help.salesforce.com/s/articleView?id=service.messaging_facebook_parent.htm&release=264.0.0&type=5)** To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links. - **[Set Up SMS Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_setup_sms_channels.htm&release=264.0.0&type=5)** Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging. - **[Partner Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_map.htm&release=264.0.0&type=5)** Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging). <!-- document id=8258f42603c5cf956164572b8870d168a081d85ebcebf5ab00ab9676cbc084e5 url=/admin/current/en-us/service/264-0-0/afcc_sv_salesforce_voice.md --> # Offer Native Phone Support with Agentforce Contact Center With built-in voice capability from Agentforce Contact Center, Salesforce manages every part of voice communication, from procurement to post-call analysis. Voice offers deep customization, tight alignment, and the ability to fully leverage Agentforce capabilities. ### Required Editions This article applies to: Agentforce Contact Center Voice (formerly Salesforce Voice Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> With Salesforce’s built-in voice offering, you get complete unification with Omni-Channel routing and simplified presence synchronization for your service reps. This unified experience is powered by several critical, seamlessly integrated components built directly on the Salesforce platform: - **Number Procurement and Provisioning:** Acquire and configure new phone numbers in a few steps within Salesforce. There's no need to configure the number externally or manage service providers. Salesforce handles everything on your behalf. - **Interactive Voice Response and Omni-Channel Routing:** With IVR and advanced routing powered by Omni-Channel Flow and CRM data, guide customers to the right place based on their context and history. - **Agentic AI Assistance:** Leverage AI agents powered by Agentforce Voice to automate and elevate customer interactions. - **Salesforce Voice Capabilities:** Use built-in telephony to route calls to and connect audio for contact center reps, enable supervisor listen-in, and record and transcribe calls. Agentforce Contact Center Voice moves your contact center from a cost center to a strategic asset. By unifying everything on the Salesforce platform, you address common challenges and unlock significant efficiency gains. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e106">Category</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e109">Benefit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115767e112">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Category" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d115767e106 ">Operational Efficiency</td> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Remove Vendor Dependency</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Simplified setup with centralized number management without relying on external integrations with telco vendor systems</td> </tr> <tr class=""> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Simplify Administration</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Single place to view, control, and track numbers across channels</td> </tr> <tr class=""> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Lighten Rep Workload</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">AI and IVR handle routine issues so reps focus on high-value work</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d115767e106 ">Enhanced Customer and Rep </td> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Deliver Context-Aware Service</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Reps start calls with full customer context and history</td> </tr> <tr class=""> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Enable Seamless Handoff</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">AI transfers include transcript and customer context</td> </tr> <tr class=""> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Integrate Digital Channels Seamlessly</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Voice calls from digital channels with instant customer history</td> </tr> <tr class=""> <td data-label="Benefit" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e109 ">Control Professional Branding</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d115767e112 ">Full control over in-call audio with instant updates</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. You may see references to Salesforce Voice (Native Telephony) in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US). To learn more about our partner telephony solution instead, see [Partner Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US). - **[Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&release=264.0.0&type=5)** Get up and running with Salesforce Voice in Agentforce Contact Center. - **[Customize Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_customize.htm&release=264.0.0&type=5)** You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors. - **[Monitor Salesforce Voice in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_monitor.htm&release=264.0.0&type=5)** Monitor the performance of your Agentforce Contact Center. - **[Supervise and Train Reps on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_supervise.htm&release=264.0.0&type=5)** Train and monitor your Salesforce Voice reps. - **[Help Customers on the Phone with Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_help_customers.htm&release=264.0.0&type=5)** In Agentforce Contact Center, increase rep efficiency by making calls effortlessly via a dial pad, copy-paste, or a simple click-to-call. - **[Understand Billing for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_understand_billing.htm&release=264.0.0&type=5)** Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises. - **[Bring Your Own Carrier to Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byocarrier.htm&release=264.0.0&type=5)** Agentforce Contact Center is available globally to customers in 30+ countries via a Bring Your Own Carrier (BYOC) model. It delivers a resilient, high-quality voice solution designed for enterprise-grade reliability around the world. Bring your existing carrier relationships into Agentforce Contact Center (AFCC), preserving the commercial terms, SLAs, and regional coverage you've already negotiated. That flexibility extends to your phone numbers too - the ones you've printed on product boxes, embedded in marketing collateral worldwide, and those saved by your customers, stay exactly the same. Bring Your Own Carrier gives you the best of both worlds – the AI-first capabilities of Agentforce Contact Center, paired with the freedom to work with the voice carrier you already know and trust. <!-- document id=03fb8eeaf6fadd0b61c8c3ed055113a3a51529a5ee33534d701008abbbc33583 url=/admin/current/en-us/service/264-0-0/mfs_offline_behaviors.md --> # Offline Behaviors in the Field Service Mobile App See what gets primed and what is available offline with the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip To see at a glance what is being primed, use [Performance Priming](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_intro.htm&release=264.0.0&type=5 "Learn about the advanced offline capabilities of Performance Priming for the Field Service mobile app."), which employs offline briefcases to sync data to the Field Service mobile app. Data to be primed is visible in Briefcase Builder. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14431e89">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14431e92"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> Primed & Available Offline</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Service appointment (SA) schedule list</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Related list (list only)</li> <li>Related list details</li> <li>Actions (attached LWCs)</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Work Order (WO) (parent of SA on schedule list)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Related list (list only)</li> <li>Related list details</li> <li>Actions (attached LWCs)</li> <li>Files (content document only)</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Work Order Line Item (WOLI) (parent of SA on schedule list or child of WO that’s a parent of SA on schedule list)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Related list (list only)</li> <li>Related list details</li> <li>Actions (attached LWCs)</li> <li>Files (content document only)</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Asset (child of WO that is parent of SA on schedule list) </td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Related list (list only)</li> <li>Related list details</li> <li>Actions (attached LWCs)</li> <li>Files (content document only)</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">ProductConsumed, ProductRequire, Account, Case, Contact, AssignedResource (child of WO that is parent of SA on schedule list) </td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Files (content document only): Case and Product only</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Object X (child of WO/WOLI that is parent of SA on schedule list). (Any other object not mentioned before.)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout: When referencing an object with record data object spec, and page layout data that’s primed</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Object X (child of SA on schedule list)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout: When referencing an object with record data, object spec, and page</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Object Y (child of child [level 3] of WO that is parent of SA on schedule list). (Only if referenced by objects not explicitly mentioned before.)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Object Z (WO -> object x -> object y -> object z)</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 ">Not primed.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Service Reports 1.0</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 ">Not primed.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Service Documents/ Service Reports 2.0</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 ">Not primed.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Feeds for asset, case, WO, product request, product request line item, SA</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 ">Not primed.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Knowledge articles</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Product Items, Product Request, Product Transfer</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> <li>Related list (list only)</li> <li>Actions (attached LWCs)</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e89 ">Timesheets, Timesheet Entry</td> <td data-label="Checkmark Primed & Available Offline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14431e92 "> <ul> <li>Record data</li> <li>Object specs</li> <li>Page/compact/search layout</li> </ul> </td> </tr> </tbody> </table> ## Flows - All Field Service flows in Field Service mobile settings are primed. - Subflows referenced explicitly by a Field Service flow are primed. - Records referenced by flows aren’t primed. <!-- document id=15402946ab1b401a2dd2736440243f18597add393db9d30bc7c18ce95706f0aa url=/admin/current/en-us/service/264-0-0/mfs_offline_considerations.md --> # Offline Considerations in the Field Service Mobile App Your field service workers’ productivity doesn't have to stop when there's no connectivity. Learn how to use the Field Service mobile app when offline. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> The Field Service mobile app can work effectively when offline. You may notice some slight differences. For example, when you create an object offline, it doesn’t display fully until your device syncs with the server. The following topics describe how to prepare the mobile app for offline use, and what features work differently when offline. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87600e82">Topic</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87600e85">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e82 ">Offline Priming</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e85 ">Before using the app offline, sync the app while online. To learn more, see <a href="https://help.salesforce.com/s/articleView?id=service.mfs_offline_parent.htm&release=264.0.0&type=5" title="Equip your workforce with the Field Service mobile app’s offline capability so that they can complete tasks regardless of network availability.">Offline Priming</a>.</td> </tr> <tr class=""> <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e82 ">Initial Field Values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e85 ">The initial values shown in a field can be different when offline. To learn more, see <a href="https://help.salesforce.com/s/articleView?id=service.mfs_field_values.htm&release=264.0.0&type=5" title="The initial value shown in a field when running a quick action depends on several factors.">Initial Field Values</a>. </td> </tr> <tr class=""> <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e82 ">Flows</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e85 ">Flows cannot retrieve additional information beyond what’s available in the cache. Offline execution may prevent some lookups from returning all the expected information. You can encounter an error in this situation.</td> </tr> <tr class=""> <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e82 ">Date/Time </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e85 "> <ul> <li>Date/Time fields sync to the server when the app comes back online. The date and time does not reflect the date and time when the record was created and/or updated.</li> <li>To reflect the actual creation or updated date and time, contact Field Service Support to enable the option Accurate Record Dates for Offline for your org. </li> <li>If you use the 'NOW()' function with your Date/Time fields, the value still reflects the date and time the record synced to the server instead of the current date and time.</li> <li>To keep the offline date/time value when a service appointment record is updated on the app, save the LastModifiedDate value to another date/time field in the same service appointment record. </li> <li>The Date column in the service appointment History tab does not reflect the offline date/time that update was made on the app if a consecutive update is triggered. To retain the offline date/time value in such a case, save the LastModifiedDate value of that service appointment record to another date/time field in the same service appointment record.</li> <li>When the backdating date/time values feature is changed in Field Service mobile settings, logged in users can either clear metadata or log out and back in to apply the changes. If backdating is enabled: Offline create/update actions (mutations) by users logged in before the change can have inaccurate offline datetimes on their records. Mutations can include flows, quick actions, LWCs, record edits, mobile extensions, and other methods that create or update Salesforce records. If backdating is disabled: Offline create/update actions (mutations) by users logged in before the change causes errors. The server rejects them. </li> <li>If the device clock is out of sync and set to a future time, users may see errors such as "CreatedDate in future" or "LastModifiedDate in future" when offline records sync to the server. To resolve these errors, correct the device time, disable Audit Fields permissions for the affected objects, or contact Field Service Support to enable the FieldServicePerm02 permission.</li> <li>When the FieldServicePerm02 permission is enabled, future date and time values from offline records are automatically overwritten with the current server time when syncing.</li> </ul> </td> </tr> <tr class=""> <td data-label="Topic" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e82 ">Search Results</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87600e85 ">To access search results offline with Briefcase, first search when online to cache records.</td> </tr> </tbody> </table> #### See Also - [Work with Offline Priming in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_offline_parent.htm&release=264.0.0&type=5 "Equip your workforce with the Field Service mobile app’s offline capability so that they can complete tasks regardless of network availability.") - [Initial Field Values in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_field_values.htm&release=264.0.0&type=5 "The initial value shown in a field when running a quick action depends on several factors.") <!-- document id=f1ea40f8f672e53e3d7916be14b1f712c0b12a01a0ab570413408b4f4b89b3f5 url=/admin/current/en-us/service/264-0-0/mfs_native_gis_offline_maps.md --> # Offline Maps Every 24 hours, the Field Service mobile app evaluates whether your offline map covers the locations for a mobile worker's upcoming service appointments. If the app detects that the map area is insufficient for the next 24 hours of work, it prompts them to replace the current map with a new one that includes the relevant area. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Mobile workers can also manually download or refresh their map area at any time. ## How Map Data Stays Current What mobile workers see on the map depends on whether they're online or offline and where the data comes from. A record that mobile workers create or update themselves always appears on their map, in either mode. Online, mobile workers always see the most current data. The map refreshes each time they open it, and they can refresh it manually by pulling down. Offline, whether mobile workers see other users' changes depends on the data source. Salesforce data Other users' changes appear only after a briefcase sync completes. ArcGIS data Other users' changes appear after a manual refresh or the automatic refresh that runs every 24 hours. The 24-hour refresh interval is fixed and can't be shortened. To get the latest data sooner, mobile workers can refresh the map manually. <!-- document id=4225433e1f68f67e1fab83da7d40786c8ff7821d049a8899e14b7d4f3ed1fc7a url=/admin/current/en-us/service/264-0-0/wfs_mobile_offline_priming_faq.md --> # Offline Priming FAQ for the Field Service Mobile App in Workforce Scheduling Find answers to common questions about offline priming for the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## What are drafts? When records are created, updated, or deleted in the Field Service mobile app, each change is recorded as a draft and queued to sync back to your org. This process happens whether the device is online or offline. If the device is online, the app syncs drafts immediately. Otherwise, it syncs them when the device is back online. On custom Lightning pages, drafts come from record forms and from create, update, and delete actions. ## How are drafts synced? When the connection returns, drafts sync in the order the worker created them. Salesforce applies the change at sync time, not at the time the worker saved it on the device. Created date and last modified date reflect that sync. Triggers and other automations run then, too. Drafts don't check for newer edits already in Salesforce. The change that reaches Salesforce last is the one that remains. A worker who syncs after someone else edited the same record overwrites that edit. ## Why didn't a draft sync, and what should mobile workers do about it? A draft can fail to sync for several reasons. - Server validation rejected a field value. Those checks run only in Salesforce, and they can involve more than one field. - The record changed after the draft was saved. The sync fails when the draft updates a record that was deleted. - To delete the failed draft and revert its changes, the mobile worker needs to tap **Undo**. To correct a validation failure, tap **Edit**. **Edit** is available when the object has an `.edit` quick action. ## How are sync conflicts handled? When a sync conflict occurs, the most recent change uploaded to the Salesforce server takes precedence. A conflict pauses the Pending Uploads queue. Mobile workers should delete the pending upload, or tap the item and edit the data. The queue continues after that conflict is resolved. ## How are appointment changes handled? When appointment schedules change, mobile workers receive a text notification. If the app is in the foreground or background when the mobile worker gets a notification, the service appointment is automatically primed. If the app isn't running, the service appointment and any associated records aren't updated and primed until the mobile worker opens the app and taps the notification. ## How can mobile workers fix priming errors? A network error stops priming and shows an error message on the mobile app. After the connection returns, users should resync the app from the offline priming screen. Priming also stops when Salesforce receives too many requests at once. Users should wait briefly, then try again. An ID error in Briefcase Builder means the ID is set incorrectly. Contact your Salesforce admin or Salesforce Customer Support. <!-- document id=6c969fac3a5d0a46cf6b4e72e7cbf40fc5ed3867edfca555a1a463340238a17d url=/admin/current/en-us/service/264-0-0/mfs_offline_questions.md --> # Offline Priming Frequently Asked Questions for Field Service Review solutions to frequently asked questions about offline priming of the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## What are drafts? When records are created, updated, or deleted in the Field Service mobile app, each change is recorded as a draft and queued to sync back to your org. This process happens whether the device is online or offline. If the device is online, the app syncs drafts immediately. Otherwise, it syncs them when the device is back online. With a good network connection, there’s no visible difference between directly editing records in the standard Salesforce Field Service mobile app and syncing changes via drafts. Drafts are typically created by using a <lightning-record-form> to create or update a record or by explicitly calling the @wire adapters for createRecord, updateRecord, or deleteRecord. ## How are drafts synced? When a network connection is restored, the draft queue activates and syncs draft records in the order that they were created. Changes in a draft record are applied when the draft syncs to the Salesforce service. This process affects system-maintained fields like created and last modified dates, and it can impact features implemented in triggers. Drafts are synced without checking for version conflicts with server data. If a draft conflicts with other server edits, the outcome depends on when the mobile user comes back online and syncs the draft. The last change applied to the service takes precedence. ## Why did my draft fail to sync? A draft can fail to sync for several reasons. - The draft failed to pass validation checks on a custom object or field value. These checks, which occur only on the server, can involve one or multiple fields. - There were conflicting changes to the record since the draft was created. For example, if a draft references or modifies a record that was deleted, the sync fails. - Drafts sync to the server in the order that they were created. If one draft fails, the remaining drafts stay in the queue until you delete or fix the failed draft. To delete a draft that failed to sync, tap **Undo**, which reverts the changes in the draft. To fix a draft that failed due to validation issues, tap **Edit**. You need an <objectApiName>.edit LWC quick action to support editing drafts. ## How are sync conflicts handled? When a sync conflict occurs, the most recent change uploaded to the Salesforce server takes precedence. If a conflict arises during the upload, the Pending Uploads queue pauses. Because subsequent changes in the queue can depend on the prior change, you must resolve the conflict before the queue can process further. To resolve a conflict, either delete the pending upload or, where possible, tap items to edit the data. ## How are appointment changes handled? Mobile workers can receive new or updated appointments. When appointment schedules change, mobile workers receive a text notification. If the app is in the foreground or background when the mobile worker gets a notification, the service appointment is automatically primed. If the app isn’t running, the service appointment and any associated records aren’t updated and primed until the mobile worker opens the app and taps the notification. ## How do I resolve priming errors? If a network error occurs during priming, an error message appears, and priming stops. Use the offline priming UI to resync your data after connectivity is restored. Priming can also stop if the server receives too many requests. In this case, retry your request after a short break to allow the server to catch up. If an ID error message occurs in Briefcase Builder, it indicates that the ID isn’t set correctly. Contact your Salesforce admin or Salesforce Customer Support for assistance. ## How do I get quick actions to show in the Actions launcher when I view a record? To display quick actions in the Actions launcher, add the quick action to the object’s main layout. After the quick action is added, it appears for any record in the object’s main layout. To conditionally navigate users to specific screens, configure LWCs to show links or buttons based on certain conditions. See [Create Quick Actions for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_quick_actions.htm&release=264.0.0&type=5 "Add quick actions to object page layouts so your mobile workforce can quickly create and edit records, send messages to contacts, and more."). <!-- document id=7210fdf8c883a56ed6c49b1be7194654d964bb9c712d91f4315cd0766197ab6b url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_omni_channel_analytics_dashboards.md --> # Omni-Channel Analytics Dashboards for IT Services Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> - **[Omni-Channel Overall Analysis Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_overall_analysis_dashboard.htm&release=264.0.0&type=5)** Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions. - **[Omni-Channel Human Agent Performance Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_analytics_omni_channel_human_agent_performance_dashboard.htm&release=264.0.0&type=5)** Evaluate the effectiveness of your service representative team and optimize omni-channel interactions by analyzing the key metrics. Use these insights to identify top performers, pinpoint areas that need additional training or support, and ultimately enhance overall efficiency and customer satisfaction. <!-- document id=b32bad9cdae166c47e22905af122f196d6f0d86637e268890b72ecd3019a9f66 url=/admin/current/en-us/service/264-0-0/console_lex_custom_utilities_omnichannel.md --> # Omni-Channel Component for Lightning Console Apps The Omni-Channel component lets your Lightning console users receive work requests routed through Omni-Channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Lightning Service Console is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Service Cloud</td></tr></tbody></table> Agents can use the Omni-Channel component in a sidebar layout (recommended) or in the utility-bar footer to set their presence status and accept or decline work depending on their Omni-Channel settings. #### See Also - [Use the Omni-Channel Component to Work with Customers](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&type=5&language=en_US) - [Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&type=5&language=en_US) <!-- document id=49baf31ccd7ab898763efc015b6026b4e5e2e381d20a8f4c55b7ef76cf072420 url=/admin/current/en-us/service/264-0-0/service_insights_dashboards_omnichannel.md --> # Omni-Channel Dashboard Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more. ### Required Editions Select from the filters to refine your view, and review the high-level statistics. In the charts, you can see work volume by channel, status, and effectiveness. You can see the overall work volume, average wait time, and explore queues and data. Lastly, use the Detail Table to drill into cases you’re interested in. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by time period, case origin, queue, priority, agent, and contact response. | ROUTING KPI | CALCULATION | | --- | --- | | Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. | | Accepted work | Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. | | Declined work | The percent of work that was assigned to support reps, but not accepted. | | Avg wait time (Sec) | The average time a customer waits for a response from an agent. | | Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). | | Service level | Service level is calculated as the percentage of inquiries that are answered within a specified timeframe, such as twenty or thirty seconds. | | Cost to serve | The total cost to serve is based on an input value provided during setup for an estimate of the hourly cost for your support reps. This hourly rate is multiplied by the handle time to make up the total cost. | | Work volume by channel | Total volume of work objects, such as cases or leads sorted by channels. You can see the volume for your specified channel. | | Work volume by status | Total volume of work objects, such as cases or leads sorted by status. | | Routing effectiveness | Work volume sorted by assignment to denote effectiveness. You can see which channels have reassigned work compared to other channels. | <!-- document id=9bd126ccbefadf87025d7e0e422e39770398df4481de0082fdf88f588515e859 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_omni_channel_human_agent_performance_dashboard.md --> # Omni-Channel Human Agent Performance Dashboard for IT Services Evaluate the effectiveness of your service representative team and optimize omni-channel interactions by analyzing the key metrics. Use these insights to identify top performers, pinpoint areas that need additional training or support, and ultimately enhance overall efficiency and customer satisfaction. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> Filter the data in the Human Agent Performance dashboard by queue, status, channel, and agent to get personalized and targeted analysis. Learn the definitions of key metrics in the Human Agent Performance dashboard. | METRIC | DESCRIPTION | | --- | --- | | Max Omni Utilization | Shows the highest percentage of time service reps spent on interactions. | | Total Work Items | Shows the overall number of customer interactions. | | Total Cases | Shows the total number of customer issues or requests. | | Omni Utilization | Shows the percentage of time service reps spent on interactions. | | Open Cases | Shows the number of unresolved customer issues. | | Accepted Work Items | Identifies the interactions that service reps handled. | | Escalated Cases | Shows the number of cases moved to a higher level of support. | | Declined Work Items | Indicates interactions service reps didn't accept. | | Reassigned Work Items | Shows the number of interactions moved to a different service rep. | | Average Speed for Reps to Answer | Shows the average time it took for service reps to respond. | <!-- document id=0e66020c8ed675b07159d059329f360de42b3a37b009f4ecd2a342f1e68bddb5 url=/admin/current/en-us/service/264-0-0/omnichannel_cc_live_card_metrics.md --> # Omni-Channel Metrics Available in Live Card Omni-Channel metric options for Live Card Lightning App Builder component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Available Metrics Administrators can configure the following properties when setting up Live Cards in the Lightning App Builder. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27522e63">Metric</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27522e66">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Handle Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Time that service reps spent on work items that are now completed. Duration from when a work item is assigned to a service representative until it is completed.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Active Work Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Time a service representative actively spends working on a work item. Time is only tracked when the item is open and in focus in the representative's console.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">After Conversation Work Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Time spent on <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&language=en_US" target="_blank">after-conversation work (ACW)</a> after a call or messaging session is complete.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Speed to Answer</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Time from when the work item was requested until a service rep accepted it.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Active Work Volume</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 "> <p>Current count of work items actively in progress. </p> <ul> <li><strong>Assigned:</strong> Work items that have been routed to a service rep but not yet opened.</li> <li><strong>Open:</strong> Work items that service reps have opened and are actively working on.</li> <li><strong>Paused:</strong> Work items that are in paused status.</li> <li><strong>ACW (After Conversation Work):</strong> Work items in wrap-up mode after the main interaction has ended but before the work item record is closed. </li> </ul> </td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Completed Work Volume</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 "> <p>Count of work items completed over time. </p> <ul> <li><strong>Canceled:</strong> Work items that were canceled before a service rep could accept them; for example, the customer ends a chat before the service rep accepts the work item.</li> <li><strong>Closed:</strong> Work items that were completed and closed by the service rep.</li> <li><strong>Declined:</strong> Work items that service reps declined.</li> <li><strong>Declined (Push Timeout):</strong> Work items that were automatically declined because the service rep didn't accept them within the push timeout window. If set, a push timeout reassigns work when it's not accepted in the specified time.</li> <li><strong>Transferred:</strong> Work items that were transferred to another queue, skill, or service rep before completion.</li> <li><strong>Unavailable:</strong> Work items for which the assigned service rep became unavailable; for example, the service rep logged out before the work item was accepted or declined.</li> </ul> </td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Raised Flag</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Total count of flags raised on work items for supervisor attention or escalation.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Capacity</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 "> <p>Service representative capacity. </p> <ul> <li><strong>Total:</strong> The primary capacity configured for the service reps across all work types.</li> <li><strong>Used:</strong> The portion of the service reps' primary capacity currently occupied by active work items.</li> <li><strong>Available:</strong> The remaining primary capacity the service rep has to take on new work items.</li> <li><strong>Total Interruptible:</strong> The total capacity configured specifically for interruptible work items.</li> <li><strong>Used Interruptible:</strong> The portion of interruptible capacity currently occupied by active interruptible work items.</li> <li><strong>Available Interruptible:</strong> The remaining interruptible capacity the service rep has to take on new interruptible work items. </li> </ul> </td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Capacity Percentage</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Service representative capacity utilization as a percentage used, and available capacity as a percentage of total.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Rep Capacity Status</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 "> <p>Shows the current count of service reps with each status. </p> <ul> <li><strong>At Capacity:</strong> Service reps are online but are at full capacity so they aren't assigned more work.</li> <li><strong>Online:</strong> Service reps are online, but not necessarily available with spare capacity to accept new work items.</li> <li><strong>Busy:</strong> Service reps are logged into Omni-Channel but have Busy status, so aren't assigned any new work.</li> <li><strong>Idle:</strong> Service reps are available but don't have any active work items.</li> </ul> </td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Wait Time</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">Time work items have been in the backlog, from when they entered the queue until they're accepted by a service rep.</td> </tr> <tr class=""> <td data-label="Metric" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e63 "><samp class="parmname">Presence Status</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d27522e66 ">The number of service reps in each presence status.</td> </tr> </tbody> </table> ## Timeframe Options | Timeframe | Description | | --- | --- | | Current | Real-time snapshot of current values | | Last 15 Minutes | Data from the last 15 minutes with 1-minute buckets | | Last Hour | Data from the last hour with 5-minute buckets | | Last 8 Hours | Data from the last 8 hours with 30-minute buckets | | Last 24 Hours | Data from the last 24 hours with 1-hour buckets | ## Visualization Types | visualization Type | Description | | --- | --- | | Value | Single numeric value display | | Timeseries Chart | Time-series line chart | | Multi-Timeseries Chart | Time-series chart with multiple lines for dimensional comparison | | Bar Chart | Horizontal or vertical bar chart for dimensional breakdown | | Stacked Bar Chart | Stacked bar chart showing dimensional breakdown with sub-categories stacked within each bar | | Donut Chart | Donut chart for dimensional breakdown | ## Comparison Types | Comparison Type | Description | | --- | --- | | Period vs Period | Compare the current time period against the previous equivalent period (for example, this hour vs last hour) | | Human vs AI | Compare performance metrics between human service representatives and AI agents | ## Calculation Types | Calculation Type | Description | | --- | --- | | Average | Mean value across all data points | | Longest | Maximum value (longest time) | | Count | Total count of items | <!-- document id=70053ffd50c70a939cc9973911afbb270aa7617921a64d36062312da3c1ab4f7 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_omni_channel_overall_analysis_dashboard.md --> # Omni-Channel Overall Analysis Dashboard for IT Services Gain critical insights into customer interactions and service reps performance across all channels with the Omni-Channel Analytics Dashboard. Monitor work item distribution, average speed to answer, average wait time, and service levels to streamline employee interactions and enhance service delivery. Review and analyze key metrics to understand the overall effectiveness of your Omni-Channel routing and streamline employee interactions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> For instance, investigate the workload and staffing levels for a specific queue if you notice a high number of declined work items in that channel, to ensure proper resource allocation. Filter the data in the Omni-Channel Overall Analysis dashboard by channel, agent, and status to get personalized and targeted analysis. - The Overview section highlights crucial metrics for evaluating the effectiveness of Omni-Channel routing and IT service. - The Work Volume Breakdown & Routing Effectiveness section highlights critical insights into work item distribution and routing efficiency, providing a comprehensive overview of work volume by queue, work volume by status, and routing effectiveness. - The Data Explorer section highlights crucial insights into work volume trends and distribution, providing a comprehensive overview of work volume trends and work volume by channel. Learn the definitions of key metrics in the Omni-Channel Overall Analysis dashboard. | METRIC | DESCRIPTION | | --- | --- | | Total Work Items | Shows the overall number of interactions across channels. | | Accepted Work Items | Identifies the interactions that service reps have handled. | | Declined Work Items | Shows the interactions service reps didn't accept. | | Average Wait Time | Shows how long employees waited while it was being handled. | | Average Handle Time | Shows the time service reps spent on interactions. | | Work Volume by Queue | Categorizes interactions by channel. | | Work Volume by Status | Helps you categorize interactions by their current state such as open or closed status. | | Routing Effectiveness | Shows how interactions reach the right service reps. | | Work Volume by Trend | Shows changes in interaction volume over time. | <!-- document id=d5aacce1ecbf503debc11587cfd0a20b5cc4bf7c876291dabfba3904e538b02c url=/admin/current/en-us/service/264-0-0/console_lex_service_setup_omnichannel_whats_next.md --> # Omni-Channel Setup Flow: What’s Next? Learn where you can customize and view what you set up during the Omni-Channel setup flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> After completing the setup flow, you have an Omni-Channel queue with service reps assigned and ready to get to work! Get Work into Your New Queue Set up automatic assignment for cases so incoming work goes straight to your queue, where it’s routed to a service rep. Head on over to Process Builder to set criteria for your incoming cases. Make More Queues If you want to create more queues to cover different support tier levels or work priorities, for example, then run through the setup flow again. And again, and again… Test it Out We added the Omni-Channel component to your default Lightning Service Console app, so when you’re ready, hop into your console to test out your implementation as a support service rep. Simply log in, create a case, change the case owner to your new queue, and watch the case appear as a work request in the Omni-Channel component. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you didn’t add yourself as a service rep during the setup flow, you can add yourself to the permission set we created for you. Customize Omni-Channel To route other objects like chats and leads, go to Setup and enter Omni-Channel in the Quick Find box. Then, select **Service Channels**. You can create statuses that make the service rep available for one or more work types at a time. For example, you can have a presence status that makes the service reps available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select **Presence Statuses**. To assign presence statuses to you and your team, you can use permission sets or profiles. You can also add Omni-Channel to standard and console apps. Simply edit or create an app in the App Manager in Setup, or in your app settings in Salesforce Classic Setup. Hit the Trails with Trailhead Don't forget to check out more awesome Omni-Channel features like Command Center for Service, decline reasons, and push timeout in the [Omni-Channel for Lightning Experience](https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex) module on Trailhead. #### See Also - [_Trailhead_: Omni-Channel for Lightning Experience](https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex) - [Test Your Omni-Channel Implementation](https://help.salesforce.com/s/articleView?id=service.service_presence_test_your_implementation.htm&release=264.0.0&type=5 "Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.") - [Set Access to Presence Statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&release=264.0.0&type=5 "After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles.") <!-- document id=0ca1cf8b2af8e185453ff7c67da2118b09cedf49791d86fa59127569e173e41b url=/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel.md --> # Omnichannel Routing for IT Services Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This is how Omnichannel routing for IT service can improve your organization: - Simplified Implementation: With the quick, guided setup flow, enable omnichannel routing for incidents, problems, or change requests with minimal administrative effort. - Increased User Satisfaction: Minimize delays and unnecessary escalations caused by inefficient routing of IT requests. Get faster and more responsive service delivery, ultimately boosting end-user satisfaction. - Smarter Resource Utilization: The system ensures that the right IT support rep works on issues based on their availability, capacity, and other factors, including skills. This prevents errors if rep capacity is less than the work item size and optimizes the utilization of IT support teams. - **[Set Up Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5)** Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps. - **[How Omnichannel Routing Works in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_routing_explainer.htm&release=264.0.0&type=5)** When Omnichannel Routing is set up for IT services, incoming work items such as incidents, problems, and change requests are automatically sent to the most suitable support reps. The support rep can see the incoming request right in the Agentic IT Service Desk app through the Omni-Channel inbox and choose to accept it. <!-- document id=da6e73d87a903e42fc0d1a7bffb106d684ae5291a3889b3e00d23d7a19fef2f1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_emp_lfcycl_onbrd_emp.md --> # Onboard Employee Deploy this template to standardize the end-to-end employee onboarding workflow. Orchestrate multiple departmental service requests with this primary service request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Username: The username of the new employee. - Email: The email address of the new employee. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=36a85792e9fe861f213194eef57d3a23cad1643b3294109a4b9c8f94af1100d3 url=/admin/current/en-us/service/264-0-0/hr_svc_onbrd_emp_with_uel.md --> # Onboard Employees with Unified Employee License Unified Employee License (UEL) is Salesforce’s standard license for employee use cases, simplifying employee access while enabling wall-to-wall coverage across the organization. By replacing fragmented employee licenses with a single, right-sized model, UEL streamlines administration, supports seamless employee onboarding, and unlocks modern platform capabilities. UEL offers manager provisioning, along with support for Agentforce actions, employee provisioning, Unified Catalog items, and employee enablements to help employees and managers work efficiently at scale. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> UEL Setup Milestones | Setup Milestone | Implementation Path | Documentation | | --- | --- | --- | | Enable Person Account | Same as legacy model | See [Enable Person Accounts.](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&language=en_US) | | Enable Unified Employee Inline Creation | Customized for UEL | See [Enable Unified Employee Inline Creation](https://help.salesforce.com/s/articleView?id=service.hr_svc_enbl_unfd_emp_inline_crea.htm&language=en_US). | | Configure Employee Portal | Same as legacy model | See [Employee Portal Setup.](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_set_up.htm&language=en_US) | | Create an Employee Record | Customized for UEL | See [Create an Employee Record](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_emp_rec.htm&language=en_US). | | Enable Manager Provisioning | Customized for UEL | See [Enable Manager Provisioning](https://help.salesforce.com/s/articleView?id=service.hr_svc_enbl_mgr_pvsng.htm&language=en_US). | - **[Enable Unified Employee Inline Creation](https://help.salesforce.com/s/articleView?id=service.hr_svc_enbl_unfd_emp_inline_crea.htm&release=264.0.0&type=5)** Create Employee and Person records at the same time when setting up unified profiles. - **[Create an Employee Record](https://help.salesforce.com/s/articleView?id=service.hr_svc_create_emp_rec.htm&release=264.0.0&type=5)** Create an employee record to manage employee profile and access to the employee portal. - **[Enable Manager Provisioning](https://help.salesforce.com/s/articleView?id=service.hr_svc_enbl_mgr_pvsng.htm&release=264.0.0&type=5)** Automate manager assignments for Unified Employee License (UEL) profile users. - **[UEL FAQs](https://help.salesforce.com/s/articleView?id=service.hr_svc_generic_uel_faqs.htm&release=264.0.0&type=5)** Review common questions about the Unified Employee License (UEL), including its purpose, supported capabilities, prerequisites, troubleshooting, and how it works with HR Service. <!-- document id=80f740eb4783dc1a24396afad0bfec44eb6136da60926dec7c1c6faa59642bb0 url=/admin/current/en-us/service/264-0-0/hr_svc_onbrdng_wzrds_subagnt.md --> # Onboarding Wizards Subagent Handles HR user queries related to onboarding wizards and programs available in HiBob. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d182712e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d182712e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d182712e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d182712e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d182712e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">OnboardingWizards</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td><td class="slds-cell-wrap" style="vertical-align:top;">Get All Onboarding Wizards</td></tr></tbody></table> <!-- document id=42ab938449fbb8ec0235f8534fc89a64d63c4975632052f5f9746089e3847f07 url=/admin/current/en-us/service/264-0-0/cti_migrate_faq.md --> # Open CTI Migration FAQ Review frequently asked questions about migrating from Open CTI to a newer Voice solution. ## We have an in-house Open CTI adapter with no vendor. Which migration path is right for us? Paths 2, 3, and 4 are the best solutions for your situation. Choose Path 1 only if you're willing to build a Salesforce Voice connector. ## Can we run Open CTI and Salesforce Voice simultaneously during the migration? Yes. In fact, this is the recommended cutover approach. Don't uninstall the Open CTI package until you've validated the Salesforce Voice path in production for at least 30 days. And, don't assign reps to both Contact Centers at the same time. That creates duplicate records, confuses routing, and causes unexpected behavior. ## How do we keep our existing reports working? Your existing reports are based on the Task object or an equivalent object created by your CTI adapter. You'll need to build a post-call flow to create the same task with the same fields, populated from VoiceCall, so your reports continue to work. Over time, you can migrate your reports to run directly on the VoiceCall object. Doing so gives you access to richer data, such as recording links and multiparty legs. Certain software vendors have built packages for AgentExchange (formerly AppExchange) that help you set up reporting based on VoiceCall. ## Our screen pop is complex, with multiple lookups, custom logic, and conditional branches. Can we migrate it? Yes, likely. Omni flows are expressive enough for almost any screen pop logic that exists in adapter JS. For conditional pops, [chain multiple Add Screen Pop actions](https://help.salesforce.com/s/articleView?id=service.omnichannel_multiple_screen_pop_actions.htm&type=5&language=en_US) in the same flow. You can also experiment with an AI tool to generate the Flow specification. ## Our reps currently use a vendor-supplied softphone widget that's not part of Open CTI. Do these migration instructions still apply to us? Partially. The shared migration steps apply regardless of your telephony source. The instructions that relate to specific Voice solutions assume that you're migrating from Open CTI, but generally apply to any softphone replacement. ## Our phones rely on saveLog updating an existing Task. Can we keep that pattern? Yes. When you build the post-call record-triggered flow, configure it to update records instead of create records. However, consider whether your Task pattern still makes sense. VoiceCall is a richer record, and many businesses find that relating a VoiceCall to a Case or Opportunity directly—without a separate Task—cleans up reporting and the activity feed. ## What skills does my admin team need to do this migration? See [Requirements for Building Salesforce Voice Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_reqs.htm&release=264.0.0&type=5 "Review the skills required to migrate from Open CTI to a supported voice solution from Salesforce, and determine whether you need a level 1 admin, level 2 admin, or developer."). Most of the work required is Level 1 Admin (Service Cloud Consultant + Platform App Builder certs), and only a small portion of it requires a developer. ## What are the Salesforce Voice equivalents to Open CTI concepts? Here's a side-by-side comparison. This information doesn't apply if you're migrating to Salesforce Voice with native telephony (path 4). | Open CTI | Salesforce Voice Equivalent | | --- | --- | | Call Center (CTI Adapter URL) | Salesforce Voice Contact Center | | Softphone layouts | Not used | | CTI Adapter assigned to profiles | Salesforce Voice package permission sets | | No native presence | Omni-Channel service channel (Voice) | | No native routing | Omni-Channel routing configuration | | No native queues | Omni-Channel queues | | Custom screen pop code in adapter | Omni-Channel flow | | Custom Task creation via saveLog | Flow on the VoiceCall object | | Custom reports on CTI data | VoiceCall object reports | ## Do I need to rebuild my whole Open CTI implementation when I migrate? No. These configurations don't require you to rebuild them when you migrate from Open CTI. - **Case routing rules:** Omni-Channel case routing is separate from voice routing and is unchanged. - **Rep profiles and roles:** Simply add the new permission sets; no profile redesign needed. - **Existing Omni-Channel queues for non-voice channels:** If you want to include voice in your existing queues, add VoiceCall to their Supported Objects list. Otherwise, no change is needed. - **Service Console layouts:** The voice softphone appears in the console as a utility item. ## How does licensing and billing differ between Open CTI and Salesforce Voice? To learn more about pricing and packaging for your particular use case, contact your Salesforce account executive. <!-- document id=768e286c092c8a3549cbe705adabefca736a5050a9caf00d4ac97c7f872a8776 url=/admin/current/en-us/service/264-0-0/livemessage_agent_open_app.md --> # Open Messaging Access Messaging through the Service Console app that your admin set up. Log into Omni-Channel to start chatting with customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent_open_app__d849e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_open_app__d849e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d136699e77">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136699e77 ">To send and receive messages in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136699e77 "> <p>Enhanced Chat User permission set license </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d136699e77 ">To send and receive messages in standard and enhanced messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d136699e77 ">Messaging Agent</td> </tr> </tbody> </table> 1. Open the app that contains Messaging. 1. To open the App Launcher, on the left side of the navigation bar, click ![App Launcher icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/app_launcher_icon.png). 2. Click the app that contains Messaging. Usually, this is your Service Console app. The name of the app might vary depending on how your admin set up Salesforce. When in doubt, your admin can tell you which app to use. 2. Log into Omni-Channel. Messages are routed only to service reps who are logged in. 1. To open the Omni-Channel utility (pictured) or sidebar, click **Omni-Channel** in the footer of your screen. 2. Click the dropdown menu and select your status. If you’re online, a green dot is shown next to the status. Now you’re ready to chat with customers. ![Omni-Channel utility](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_omni_online.png) <!-- document id=898ecd7d79f302df1c346a978756588440a103bb5e2cea38df7dedac199c00a8 url=/admin/current/en-us/service/264-0-0/fs_oh_fields.md --> # Operating Hours Fields for Field Service Operating hours and time slots have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Operating Hours Operating hours can be assigned to service territories, service territory members, and accounts to indicate when they are available for field service work. Create operating hours via the Operating Hours tab. | Field Name | Description | | --- | --- | | Description | The description of the operating hours. Add any details that aren’t included in the name. | | Name | The name of the operating hours. For example: Summer Hours, Winter Hours, or Peak Season Hours. | | Time Zone | The time zone that the operating hours fall within. | ## Time Slot Time slots represent a time period within a day when field service work can be completed. After you create operating hours, create time slots for each day via the Time Slots related list. | Field Name | Description | | --- | --- | | Day of Week | The day of the week when the time slot takes place. | | End Time | The time when the time slot ends. | | Name | The name of the time slot. The name is auto-populated to a day and time format—for example, Monday 9:00 AM - 10:00 PM—but you can manually update it if you wish. | | Operating Hours | The operating hours that the time slot belongs to. An operating hours’ time slots appear in the Operating Hours related list. | | Start Time | The time when the time slot starts. | | Type | The type of time slot. Possible values are Normal and Extended. You may choose to use Extended to represent overtime shifts. | #### See Also - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5 "Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.") <!-- document id=30942299434e5d42066a67f8a82a0314fcee560a1c4c525ccdbb0b87732fd30e url=/admin/current/en-us/service/264-0-0/sp_considerations_ops.md --> # Operational Considerations for Service Assistant Review the Adaptive Experience and the operational changes that most affect how you set up and run Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> As of July 21, 2026, Service Assistant is a proactive AI agent that actively monitors the case or messaging session record and orchestrates a set of agent functions that help your service reps resolve the record in real time. See the [Release Notes](https://help.salesforce.com/s/articleView?id=release-notes.rn_ai_agents_sa.htm&release=264&type=5&language=en_US). Service Assistant provides step-by-step resolution guidance in real time through service plans that are grounded in your company data. In addition, Service Assistant offers agent capabilities that provide additional resolution assistance. Together, the service plans and capabilities Service Assistant provides make up the Adaptive Experience, and they come together in the Service Assistant component. The component shows as a panel on the record page and serves as the rep's record workspace with a component feed. Whether you're setting up Service Assistant for the first time or you set it up before this change, this article gives you a general outline of the new experience and the operational changes you can expect. It collects the operational details that most affect how you set up and run Service Assistant, so you have them in one place. Each point is also covered in its respective area of the documentation. - [Permissions and Licensing](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [General Considerations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Agent Builder Support](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Tasks for Existing Service Assistant Implementations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Service Assistant Component and Feed](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Plan Generation and Behavior](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Grounding Behavior](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [General Feature Considerations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Capabilities Considerations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) - [Translation](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5) ## Permissions and Licensing Service Assistant requires two add-on licenses: the Service Planner Add-On and the Service Assistant Adaptive Experience Add-On. Both are included with the Agentforce for Service or Agentforce 1 add-ons. The Service Planner Add-On provides access to the basic service experience: guidance plans and their supported features. The real-time Service Assistant experience and agent chat aren't included with this license. To access the real-time, conversational experience, you need the Service Assistant Adaptive Experience Add-On. See [Service Assistant Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&language=en_US). ## General Considerations - Service Assistant now supports two plan types. - A guidance plan is a static, checklist-style plan that a service rep drafts and redrafts. Guidance plans are supported for cases only (left image). - A dynamic plan is a real-time, conversational plan that adapts each step to the evolving record data. Dynamic plans are supported for cases and messaging sessions (right image). ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_gp_dp.png) - For Service Assistant for Case, certain features available for guidance plans aren't available for dynamic plans. These features include similar cases and quick actions. In dynamic plans, agent actions replace quick actions, and similar cases aren't supported. See [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&language=en_US) and [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&language=en_US). - Service Assistant for Messaging provides additional features, such as Service Replies. See [Messaging Features](https://help.salesforce.com/s/articleView?id=service.sp_features_msg.htm&language=en_US). - Service Assistant for Voice provides additional features, such as automatically started plans and Service Replies that the service rep speaks to the customer. See [Voice Features](https://help.salesforce.com/s/articleView?id=service.sp_features_vc.htm&language=en_US). - You can use Service Assistant for Case and Messaging at the same time. You can use your agents and configurations across both objects. - Service Assistant only supports up to 2,000 concurrent users at a time. ## Agent Builder Support At this time, Service Assistant isn’t supported in the new Agentforce Builder. Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You must continue to use the legacy builder. We’ll provide a release note in advance of when Service Assistant is supported in the new builder. If you can't access the legacy builder, go to the new Agentforce Builder and select Agentforce Service Assistant. You're automatically routed to the legacy builder. ## Tasks for Existing Service Assistant Implementations If you're an existing customer from before the release of the new experience on July 21, 2026, you must select your plan type for cases from the Service Assistant Setup page. Your existing configurations for your subagents, data libraries, and other features stay in place and are used for both plan types. You don't need to create a new agent or otherwise modify your configurations. However, you can turn on only one plan type at a time. You can switch between the plan types, and all your feature configurations and grounding sources are used across plan types. If you set up Service Assistant before this change, complete these steps. - Confirm your default agent. If you created an agent before June 30, 2025, that agent is set as the default automatically. Confirm the assignment in the Set Up Your Agent Assignment section of the Service Assistant Setup page. The default agent assignment applies to both case and messaging. See [General Feature Considerations](https://help.salesforce.com/s/articleView?id=service.sp_considerations_ops.htm&release=264.0.0&type=5). - Select your plan type for cases in the Define Service Plan User Experience section of the Case tab on the Service Assistant Setup page. See [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&language=en_US). - Add the General CRM and FAQ subagents to your existing agents. These subagents power the agent chat, where service reps ask questions, run actions, and work through plan steps with Service Assistant. The agent chat is available for both guidance and dynamic plans. See [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US). ## Service Assistant Component and Feed The Service Assistant component now functions as the service rep's record workspace. It has an agent chat box and a component feed. The feed is where Service Assistant surfaces the service plan steps, agent actions, and capabilities such as Case Catch-Up & Insights and Service Replies. In the chat box, service reps get on-demand help from Service Assistant, such as knowledge lookups or agent actions. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_considerations_comp.png) - The service plan first shows a summary plan: a short summary of the record and a list of high-level steps to resolve the case or session. Service Assistant generates the summary plan from all your grounding sources, knowledge resources, and subagent instructions. The summary plan is the outline for the full service plan, so Service Assistant builds every step from it, and the quality of your grounding sources shapes the whole plan. - All capabilities appear as collapsible cards in the component feed. - Service Assistant is grounded in the component feed. It has the context of the full service plan, the chat between the service rep and Service Assistant, and any other capabilities surfaced in the component. Service reps can use the chat to ask about information from the other capabilities. - Service reps use the agent chat to ask questions, run actions, and work through plan steps with Service Assistant. - To use the agent chat with both dynamic and guidance plans, you must add the General CRM and FAQ subagents to your agent. Existing customers must add these subagents to their existing agents. - The service plan card isn't fixed in the component. It's embedded in the feed and can appear anywhere in it, and you can't pin it to the top. For example, if a service rep asks questions in the chat before the service plan card appears, the feed history starts and the plan card appears after those items. If you turn on Case Catch-Up & Insights or Service Replies, those cards can appear before the service plan card. - The service plan steps don't include context from other capabilities. The plan operates independently of the capabilities in the component. - What happens when a record is done depends on the channel. When a case is closed, the Service Assistant component is disabled and the chat box is turned off. When a messaging session ends, the service plan ends, but Service Assistant and the chat box stay available for about 24 hours so service reps can complete wrap-up tasks such as asking for a summary, drafting a follow-up email, asking knowledge questions, running actions, or getting general help using the chat. In all cases, posts remain saved in the component feed. Find more complete details in these articles. - [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&language=en_US) - [Service Plan UI and Agent Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&language=en_US) - [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US) ## Plan Generation and Behavior - Service Assistant generates the summary plan when the record loads, not when the case or messaging session is created. The summary plan can take up to 1 minute to appear, and there's no indicator in the component that a summary is generating. This behavior is expected. - Service reps start the plan by selecting **Draft Plan** for a guidance plan or **Start Plan** for a dynamic plan. After a service rep starts the plan, full plan generation can take up to 2 minutes. - The plan follows the order of the summary plan. If a service rep answers a later step's question while working an earlier step, the plan doesn't skip ahead. The steps still appear in the summary order. This behavior is expected. - For messaging sessions, the summary plan can be long and detailed, sometimes more than 8 bullet points. This behavior is expected. - Any chat message that a service rep enters before the summary plan generates isn't factored into plan generation or into the plan after it starts. To advance the plan, a service rep's responses need to clearly reflect that a step is complete. Informational questions in the chat don't mark a step as complete, so Service Assistant keeps the current step in place. For example, if the first step is to verify the customer's identity and the service rep asks, "How do I verify this customer's identity?", that's an informational question. Service Assistant doesn't treat the step as done, so it keeps the first step in place. If the service rep instead enters, "I verified the customer's identity," that response reflects a completed step, so Service Assistant factors it in and generates the next step. - For dynamic plans, Service Assistant is an active agent that monitors the entire lifecycle of the record and updates the plan steps in real time. - For cases, how Service Assistant handles a case update depends on the type of update. - A new case email, case comment (internal or external), or field update regenerates the current plan step in real-time. - Updates to case comments are tracked but don't result in the regeneration of the current step. Service Assistant incorporates the data when it creates the next step, after the current step is complete. - For messaging sessions, Service Assistant generates new plan steps only when a new message comes in. - For voice calls, the plan starts automatically. Unlike case and messaging processing, voice processing doesn't show a summary plan or a Start Plan button. When the transcript contains enough context for Service Assistant to identify the issue, it assigns a subagent and generates the first step right away. Service Assistant then generates new plan steps as new transcript segments come in. - Service Assistant keeps monitoring the record after the first plan generates, so it adapts as the customer's intent changes. - Service Assistant assigns a subagent to the record based on the customer's original intent and grounds the plan in that subagent and its sources, such as knowledge articles. - When the customer's intent changes mid-plan, Service Assistant detects the new intent and can switch to another subagent to guide resolution. - When the second subagent resolves the new intent, Service Assistant switches back automatically to the originally assigned subagent. - Sometimes Service Assistant doesn't switch back automatically. The service rep uses the chat to redirect it, such as "Let's go back to the original issue." Find more complete details in these articles. - [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&language=en_US) - [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&language=en_US) - [Grounding with Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data.htm&release=264.0.0&type=5 "Service Assistant grounds in record data to identify customer issues, assign subagents, and build service plans for cases, messaging sessions, and voice calls.") - [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&language=en_US) ## Grounding Behavior Cases - Service Assistant monitors the entire case lifecycle and grounds the plan in your case data through Service AI Grounding. - You select the fields and objects to ground on. The subject and description are required, and they're the only data Service Assistant uses to assign a subagent to the record. The summary plan and full service plan are grounded in content from all grounding fields and objects you set, in addition to subagent instructions and knowledge articles. - Existing Service AI Grounding configurations work as is for both guidance plans with chat and dynamic plans. Dynamic plans use the data more intelligently to generate real-time step updates. - Service plans aren't grounded in the content of Case Catch-Up & Insights. - When the plan is grounded on case emails, Service Assistant checks for new emails and updates the current in-progress step. Real-time updates to the current step apply only to case emails. Case comments, the case feed, and other Service AI Grounding fields apply only to the next step, not the current one. Messaging Sessions - Service Assistant starts on a messaging session only when all of these conditions are met. - The session owner must be a human service rep. If the owner is a queue or a bot, Service Assistant doesn't process the record or generate the summary plan. - The session meets your eligibility criteria. - The conversation contains enough context for Service Assistant to identify the issue. - Service Assistant monitors the entire session lifecycle until the session ends. All service plan steps are generated based on the context of each message in the chat. - Service Assistant draws context only from the active session, the transcript, and the MessagingSessionId. - Service Assistant doesn't access previous sessions, even when they're linked to the same conversation record. - Service Assistant processes only text, not file uploads, images, or choice responses. - To bring in related record data, build an Apex agent action that takes MessagingSessionId as input and queries the EndUserContactId or MessagingEndUserId field on the Messaging Session record. See [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US). - Specific permissions are required for Service Assistant for Messaging. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&language=en_US). - The ServicePlanner User (agent user) requires app and object access to the Messaging Session object through an Agent Messaging Access custom permission set. - Service reps have access to a service plan for a messaging session with the Service Planner User permission set. - Service reps, the ServicePlanner User, and the Salesforce admin require access to the Messaging Session eligibility flow through a Messaging Eligibility Flow Access custom permission set. The eligibility flow doesn't run using the ServicePlanner User's Run Flows app permission. Voice Calls - Service Assistant starts on a voice call only when all of these conditions are met. - The Voice Call record owner must be a human service rep. If the record is owned by any other user, Service Assistant doesn't process the record or generate a plan. - The voice call meets your eligibility criteria. - The transcript contains enough context for Service Assistant to identify the issue. There's no standard threshold for the number of messages needed to start the service plan. - Service Assistant monitors the entire call lifecycle until the call ends. All service plan steps are generated based on the context of each new transcript segment. - Service Assistant grounds only on the voice call transcript. It doesn't automatically access related records attached to the voice call, such as an associated Contact or Account. - Service Assistant accesses the transcript only when the component is installed on the Voice Call record page. It can't access the transcript from other record pages, such as Case or Account. - To bring in related record data, build an Apex agent action that takes VoiceCall.Id as input and queries the RelatedRecordId field to retrieve the associated record data. - Specific permissions are required for Service Assistant for Voice. See [Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5 "Review the permissions required to access and use features specific to Service Assistant for Voice."). - The ServicePlanner User (agent user) requires app and object access to the Voice Call object through an Agent Voice Access custom permission set. - Service reps have access to a service plan for a voice call with the Service Planner User permission set. - Service reps, the ServicePlanner User, and the Salesforce admin require access to the voice call eligibility flow through a Voice Call Eligibility Flow Access custom permission set. The eligibility flow doesn't run using the ServicePlanner User's Run Flows app permission. Find more information in these articles. - [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&language=en_US) - [Grounding with Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data.htm&language=en_US&type=5) Knowledge Grounding - There are no changes to setup or permissions for knowledge grounding in the new experience. For customers with an active Service Assistant agent before July 22, 2026, your Adaptive Document Library configuration works as is. - No additional permissions or changes to your permissions configuration are required. - Your single data library can be assigned to multiple agents. - You can create multiple data libraries and assign them to different agents. - A single library can be used for Service Assistant for Case and Messaging. - Service Assistant currently certifies use of only the Knowledge data type. Although you can still use other data types, such as custom retrievers, we don't provide configuration guidelines. - When you set up Knowledge for the Adaptive Document Library, the ServicePlanner User's custom permission set needs Read and View access to every data category that an article is assigned to, not just the data categories you select in the Adaptive Document Library. If Service Assistant can't access a data category that's assigned to an article, the article doesn't surface in the plan. Grant the agent user access to all data categories in your knowledge base. - Citations are shown differently in guidance and dynamic plans. In guidance plans, all citations appear in a single Sources section at the bottom of the component, and an article used in multiple steps keeps the same citation number. In dynamic plans, steps are created in real time as each step is presented to the service rep, and each step has its own Sources section, so the same article can appear under a different citation number from one step to the next. - If a knowledge article cited in a service plan is deleted after the plan is drafted, behavior depends on the plan type. In guidance plans, the citation number is removed from the step and the article is removed from the Sources section, but the content already in the steps stays. If the rep redrafts the plan, that content is omitted. In dynamic plans, this behavior doesn't apply because reps can't restart a dynamic plan. The content from the deleted article stays cited in the existing steps, and no new steps are created from it. - If a knowledge article cited in a service plan is archived after the plan is drafted, behavior depends on the plan type. In guidance plans, the citation and article stay listed. If the rep redrafts the plan, the citation is removed from the step and the Sources section, and the steps originally created from that article are removed. In dynamic plans, the existing steps and citations stay in the plan, and no new steps are created from the archived article. Find more complete details in these articles. - [Grounding Service Assistant with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US) - [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&language=en_US) - [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US) ## General Feature Considerations Data Handling and Accuracy Issues - Information from multiple pieces of data, such as different order numbers, may be confused or blended. - Incorrect responses are occasionally returned, such as prompting for identity verification instead of showing order details. - (For Service Assistant for Voice Calls only) A voice call transfer sometimes fails because Service Assistant incorrectly treats the call transfer as a case escalation and can’t locate the case. - (For Service Assistant for Voice Calls only) Poor transcriptions can lead to incorrect values being extracted from voice call records for agent action inputs. Enable Require user input for action inputs to allow reps to review and correct these values before execution. Technical and Performance Issues - (For Service Assistant for Voice Calls only) Service Assistant isn’t available for outbound calls from Salesforce Voice (Native Voice). - (For Service Assistant for Voice Calls only) When a call transfers to a second rep, the second rep can continue the customer conversation but loses the Service Assistant context built during the first rep's portion of the call. This results in less informed guidance from Service Assistant until the context rebuilds. - Permission error messages intermittently display and expose a session ID, such as: “It seems there was an issue accessing the information needed to provide a detailed response. This might be due to restricted access to certain resources. I recommend reaching out to your system administrator or support team to ensure you have the necessary permissions to access the required information. Let me know if there is anything else I can assist you with! (Session ID: 019e0412-8a4e-73cd-ae48-c6bbb3f87f06)” - (For Service Assistant for Voice Calls only) Multi-digit numbers can be repeatedly requested because underlying transcription services split them across multiple utterances. User Experience/Rep Interface Issues - Service reps can be incorrectly addressed as the customer during interactions. - Service Assistant can fail to move to the next step and give vague responses after an action completes. Multiple Agents - To route records to different agents, build an autolaunched flow that receives an input variable with the case record ID and returns an output variable with the API name of the agent to assign. There's no flow template. - You must create an input variable that receives the record ID and an output variable with the API name of the agent to assign to the record. - Define your assignment conditions in the Outcome properties of the decision element. Route records by conditions such as record type, record origin, related records, and custom fields. - You must set a default agent in the Set Up Your Agent Assignment section of the Setup page. This step is required even when you use only one agent. All records that meet your eligibility criteria are assigned the default agent. - If you created an agent before June 30, 2025, that agent is set as the default automatically. - The same default agent can be used across objects. - You need to assign only a default agent. Creating and assigning a multi-agent routing flow isn't mandatory. You need a routing flow only when you want to route specific agents to specific records. The single agent is assigned to all records that meet your eligibility criteria. - Don't use your eligibility flow for the multi-agent routing flow. - Every object requires its own multi-agent routing flow. - When you first set up Service Assistant, create one agent and test it as the default agent to confirm the basic functionality. Then create multiple agents and build your flow. If you have multiple agents but don't set up a flow, the default agent is used for every record that meets your eligibility criteria. Find more details in these articles. - [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&language=en_US) - [Set Up Multiple Agents](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&language=en_US) Agent Actions - Standard and custom Agentforce actions are supported. There aren't prebuilt actions for Service Assistant. - How actions run depends on the plan type. In guidance plans for cases, actions run only when a service rep asks for them through the chat. In dynamic plans for cases and messaging sessions, Service Assistant surfaces actions automatically by matching them to plan steps. - When you reference an action in subagent instructions, use the action label, not the API name. The API name causes errors that prevent plan generation. - To use record data in an action, add the currentRecordId context variable to your action's inputs. You must create this variable manually. See [Grounding with Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&language=en_US). - After an action completes, Service Assistant can pause instead of moving to the next step. To prevent this behavior, tell the agent to proceed in the subagent instructions. For example: "After the travel record details are provided, immediately go to the next step." - Action output data isn't currently used to ground later steps. - All actions run under the ServicePlanner User's permissions. Grant the ServicePlanner User access to all Apex classes, flows, objects, and fields that the action relies on. - Actions that run automatically are unmetered. If a service rep runs an action manually or asks to run an action through the chat, the service rep needs the [Unmetered User Based AI permission](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&language=en_US). See [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US). ## Capabilities Considerations Service Assistant supports capabilities that extend its resolution assistance beyond a service plan. The capabilities are optional. They appear alongside the service plan and are independent of the service plan. This independence means that Service Assistant doesn't have the context of a capability's output, and a capability has no context of the plan steps. Service Assistant isn't grounded in Service Replies or in the content of Case Catch-Up & Insights. Case Catch-Up & Insights (Case only) - Case Catch-Up & Insights gives service reps a 360-degree view of the customer and case in one card, with four sections: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. Analytics includes a case health score from 0 to 100. - It's a standalone capability. You don't need to complete the general Service Assistant setup or create an agent. It requires only that Service Assistant for Case is turned on and the component is added to the case record page. - If you turn on a service plan, Case Catch-Up & Insights is supported with both guidance and dynamic plans. - Opening Sentiment requires Customer Signals Intelligence. Analytics requires Customer Signals Intelligence and Service Level Agreements. If either isn't set up, the health score uses only the case data metrics defined in the prompt. - The card appears automatically and can take up to 1 minute to load. It's generated only once, the first time a service rep opens the case, and it doesn't refresh. - The card's content is locked at generation based on the permissions of the first service rep who opens the case, and the same content shows to every rep who opens the case later. Find more details in these articles. - [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US) - [Case Catch-Up & Insights Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&language=en_US) - [Set Up Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&language=en_US) Service Replies (Messaging only) - Service Replies gives service reps AI-suggested replies during active messaging sessions. The replies appear as cards in the component alongside the service plan. - Service Replies uses the same configuration and permissions as the general Service Replies feature. If you already have Service Replies configured, turn on Service Replies for Service Assistant on the Service Replies Setup page, and turn on Service Assistant for Messaging on the Service Assistant Setup page. Settings such as prompt templates, data library, and pause behavior are inherited, and there aren't any Service Assistant-specific prompt templates. - Service Replies start with the customer's first message, before any service plan steps appear. - Service Replies draw context from one of two grounding paths that you select in Service Replies Setup page: the live messaging conversation through prompts that you configure, or a knowledge article from a configured data library. Only one grounding path is active at a time. - Service Replies don't receive context from plan steps or the chat feed. Service Assistant doesn't receive context from the replies proposed in the component. But when a service rep posts a reply to the customer, that message becomes part of the transcript, and Service Assistant grounds it as context for the next plan step. - Both replies and plan steps are proposed as the conversation progresses, and each reply is stored in the component feed. Suggested replies don't collapse automatically. Service reps collapse previous replies manually. - Service Replies and the Service Assistant agent each use their own data library. You can use the same data library for both or a different one for each. Service Replies (Voice) - Service Replies gives service reps AI-suggested replies during active voice calls. The replies appear as cards in the component alongside the service plan, and they populate as the voice call transcript progresses. - Because a voice call is a live conversation, the suggested reply is text that the service rep speaks to the customer. The rep can't post or edit the reply. - Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and service plan steps aren't used to generate suggested replies. Find more details in these articles. - [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&language=en_US) - [Set Up Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&language=en_US) ## Translation Translation of service plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported. All dynamic plans are shown only in English. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US&type=5). <!-- document id=41dd45d0adc4cb9a354fa6a25eda19ffa4719314e84db9d0739f2fa717e5dcb4 url=/admin/current/en-us/service/264-0-0/fs_home.md --> # Operations Home Field Service Operations Home enhances the efficiency and effectiveness of your field service teams by providing real-time insights and quick access to essential tools and apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> To access the Field Service Home, complete the [Set Up Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_setup.htm&release=264.0.0&type=5 "Use the Field Service Intelligence Setup page to walk through the steps for Data 360 prerequisites, and then install Field Service Intelligence."). ## Access Essential Tools Quickly Streamline and enhance the management of your field service workforce. To access your Field Service apps, select **All Field Service Features**. ![operations home](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_home.png) <!-- document id=eaeca5c7a17679875900f96c0e6923c113b8bb7ab6cf8464ed46e3e85723ae29 url=/admin/current/en-us/service/264-0-0/pfs_optimization_horizon.md --> # Optimization Horizon Specify a time period for your Field Service optimization requests to focus optimization processing on the required dataset. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> The optimization horizon defines the time period of data sent to the engine to be optimized as well as the time period in which appointments can be scheduled. The data consists of the service resources active during that time, operating hours, shifts, service appointments, and any other data that must be considered when building a schedule. An optimization horizon is specified in any of these scheduling services. - Global or In-day optimization from the Classic Dispatch Console - Resource Schedule Optimization - Optimization of scheduled jobs - Optimization methods in the OAAS class Consider these two aspects when understanding which service appointments are sent to optimization within the optimization horizon: **Total Set of Service Appointments Sent to Optimizer** The optimizer needs information on the service appointments that can affect scheduling decisions, including appointments that can’t be optimized, such as pinned service appointments and service appointments not meeting filter criteria. For example, service appointments in a Completed status are sent to optimization, even though the optimization engine can’t move these appointments. The engine still needs information about the Completed service appointment to create a schedule around it. Knowing the total number of service appointments sent to optimization in an optimization request is important to estimate any impact on optimization limits. See [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US). The criteria of service appointments sent to optimization can be defined as: - Service Appointments that aren’t assigned to a service resource: - Earliest Start Permitted < Optimization Horizon End + 24 hours AND - Due Date > Optimization Horizon Start - 24 hours - Service Appointments that are assigned to a service resource: - Scheduled Start < Optimization Horizon End + 24 hours AND - Scheduled End > Optimization Horizon Start - 24 hours ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To enhance scheduling efficiency, the optimization engine includes service appointments up to 24 hours before or after the specified optimization horizon. This ensures that the engine considers nearby appointments that can influence the schedule, for example, service appointments with complex work dependencies. The optimization request doesn’t modify service appointments outside the horizon. **Service Appointments That Can Be Optimized** The criteria for service appointments eligible to be optimized are defined as: Service appointments that aren’t assigned to a service resource: - Without an arrival window: - Earliest Start Permitted < Optimization Horizon End AND - Due Date > Optimization Horizon Start - With an arrival window: - Earliest Start Permitted < Optimization Horizon End AND - Due Date > Optimization Horizon Start AND - Arrival Window Start < Optimization Horizon End AND - Arrival Window Start > Optimization Horizon Start Service appointments that are assigned to a service resource: - Scheduled Start < Optimization Horizon End AND - Scheduled End > Optimization Horizon Start Some considerations for service appointments that can be optimized. - Service appointments classified as pinned and service appointments that don’t meet filter criteria aren’t optimizable. - Service appointments included in the dataset but not in the list of service territories to be optimized can’t be optimized. - When you’re not using Enhanced Scheduling and Optimization, rule-violating service appointments can’t be optimized. When you’re using Enhanced Scheduling and Optimization, the engine can find an acceptable schedule for rule-violating service appointments or drop these appointments from the schedule. - Service appointments defined with Keep Scheduled Criteria can be optimized, but the optimization request can’t unschedule these appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Administrators can decide to allow or abort overlapping optimization horizons through configuration. See [Manage Optimization Conflicts](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts.htm&type=5&language=en_US). #### See Also - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US) - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) - [Keep Important Appointments Scheduled During Optimization (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_250_keep_scheduled.htm&language=en_US) - [OAAS Class](https://developer.salesforce.com/docs/atlas.en-us.250.0.field_service_dev.meta/field_service_dev/apex_class_FSL_OAAS.htm) <!-- document id=65a3999725b3f3f7b1ee2284e4995713c47f239991dd8caf906e31c4cdbf956a url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_optimization_parent.md --> # Optimization in the Scheduling Console Use optimization to automate scheduling decisions, resolve conflicts, and maximize resource efficiency directly from the Scheduling Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Instead of manually moving appointments on the Gantt, dispatchers can trigger an optimization run to automatically resolve scheduling conflicts, react to same-day disruptions, or fine-tune an individual service resource’s schedule, all while adhering to their business policies. The Scheduling Console offers three optimization modes. | Optimization Mode | Best For | | --- | --- | | Resource Schedule Optimization | Rebalancing a single resource's schedule to fill gaps and resolve conflicts. | | In-Day Optimization | Resolving last-minute schedule changes for one or more service territories on the day of service. | | Global Optimization | Resolving scheduling conflicts and maximizing appointment coverage across service territories. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The optimization modes available to dispatchers depend on the permissions assigned by their admin. After running an optimization, dispatchers can use the Activity Tracker to monitor the status of their request in real time and review results. See [Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US). ## Resource Schedule Optimization Use Resource Schedule Optimization to optimize a single service resource's schedule for maximum efficiency. It reorganizes a resource's schedule to maximize utilization and fill scheduling gaps. When last-minute developments occur like canceled jobs, lateness, or emergencies, dispatchers can optimize an individual service resource's schedule to design the best schedule for them. As changes to a service resource's schedule occur throughout the day, gaps or overlaps can occur. Resource Schedule Optimization is a handy tool to automatically fix the service resource's schedule and fill any gaps with other work. ### Run Resource Schedule Optimization Resource Schedule Optimization optimizes the schedule of one service resource at a time. ![Service resource popover showing the Optimize Schedule action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_optimize_button.png) - Hover over a resource in the service resource list (1). - From the popover, click **Optimize Schedule** (2). The Resource Schedule Optimization side panel opens. In the side panel, confirm the service resource and set the date range for the optimization run. ![Resource Schedule Optimization side panel showing the date range selection and the available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_side_panel.png) - Set the optimization date range (1). The date range can be up to 30 days. - Click **Run Optimization** (2). Resource Schedule Optimization runs in the background, so you can continue working in the Scheduling Console while your request is processed. After running the optimization, you can use the Activity Tracker to monitor the status of your request in real time and review results. See [Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US). ### Advanced Filters If your admin has enabled Advanced Filters for you, customize the optimization run to fine-tune your scheduling results. ![Resource Schedule Optimization side panel showing the Advanced Filters section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_advanced_filters.png) - Click the Advanced Filters header to expand the section (1). - Under **Scheduling Policy**, select a scheduling policy for the run (2). The scheduling policy selected on the Gantt is used by default. - Under **Appointments to Keep Scheduled**, select which type of service appointment must remain on the schedule (3). Optimization can reschedule these appointments only within the selected date range. - Under **Optimization Scope**, select which service appointments are considered for optimization (4). - **Scheduled Appointments in Date Range** (default): Evaluates only scheduled appointments within the date range that you selected. - **All Appointments**: Evaluates unscheduled appointments and scheduled appointments seven days before and after the selected date range. - **Appointment Type**: Evaluates unscheduled appointments of the selected type, and scheduled appointments, seven days before and after the selected date range. When you select **All Appointments** or a specific appointment type, the **Include Appointments From** section appears with two available options. ![Resource Schedule Optimization side panel showing the Include Appointments From options in the Advanced Filters section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_advanced_filters_include_appts.png) - Select **This service resource's schedule** for optimization to consider only appointments from this resource's schedule (1). - Select **Other service resources' schedules** for optimization to consider appointments from other resources' schedules (2). Optimization evaluates their schedules seven days before and after the selected date range. ### How Does This Work? The **How does this work?** section at the bottom of the side panel provides a dynamic summary of what the optimization does. By default, it shows the scheduling policy selected on the Gantt and information about the expected schedule updates (1). As you configure the Advanced Filters, the section updates to reflect the additional criteria applied to the run (2). ![Resource Schedule Optimization side panel showing the How Does This Work section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_how_does_this_work.png) ### Optimization Results When the optimization run completes and changes are applied to the service resource’s schedule, use the [Activity Tracker](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US) to review the results. ![Optimization Results side panel showing the results of the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_results_panel.png) - Click **Show Results** (1) in the Activity Tracker to open the Optimization Results panel (2). The panel shows the optimization status, the selected date range, the selected scheduling policy, and the optimization request ID. - Click the ID to view the optimization request record (3). The Optimization Results panel also shows metrics for the optimization run. ![Optimization Results side panel showing metrics for the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_results_panel_kpi.png) - **Scheduled Appointments**: The number of scheduled appointments after optimization compared to before. - **Utilization**: The service resource's utilization percentage after optimization compared to before. - **Average Travel Time**: The average travel time between service appointments after optimization compared to before. The Details section in the panel shows a breakdown of service appointment updates. ![Optimization Results side panel showing the updates to service appointments in the Details section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_rso_results_panel_details.png) - **Added**: Appointments added to the resource's schedule. Click **Highlight on Gantt** (1) to highlight them on the Gantt, or click **Show List** (2) to open a temporary list of the added appointments. - **Rescheduled**: Appointments moved within the selected date range. Click **Highlight on Gantt** or **Show List** to review them. - **Unchanged**: Appointments that kept their original time and service resource. Click **Highlight on Gantt** or **Show List** to review them. - **Unscheduled**: Appointments unassigned from the resource. Select **Show List** to review them. All temporary lists show the current state of the appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Optimization Results panel shows the state of the schedule at the time the optimization run completed. Any subsequent changes to the service resource's schedule are only shown on the Gantt. ## In-Day Optimization Use In-Day Optimization to quickly rebalance your schedule in response to unexpected disruptions that occur during the workday. When cancellations, no-shows, or urgent new requests disrupt your day, In-Day Optimization lets you run a quick optimization check to improve utilization and resolve last-minute scheduling issues for one or more service territories on the day of service. You can run In-Day Optimization over multiple days, but it's best suited for addressing last-minute issues on the current day or at most over two days. ### Run In-Day Optimization In-Day Optimization optimizes the schedules of one or more service territories in a single run. ![Scheduling Console header showing the Optimize action and dropdown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_optimize_button.png) - Click **Optimize** in the Scheduling Console header (1). If you have permission to run both In-Day and Global Optimization, click the dropdown and select **In-Day Optimization** (2). The In-Day Optimization side panel opens. In the side panel, select one or more service territories and set the date range for the optimization run. ![In-Day Optimization side panel showing the service territory selection, date range selection, and the available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_side_panel.png) - Use the **Service Territories** dropdown to select which service territories to include in the optimization run (1). The dropdown lists only the service territories currently shown on the Gantt. - Set the optimization date range (2). The date range can be up to 30 days. - Click **Run Optimization** (3). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In-Day Optimization requires an in-day scheduling policy. If your admin hasn't set one up yet, the optimization won't run. Ask your admin to set it up for you. In-Day Optimization runs in the background, so you can continue working in the Scheduling Console while your request is processed. After running the optimization, you can use the Activity Tracker to monitor the status of your request in real time and review results. See [Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US). ### Advanced Filters If your admin has enabled Advanced Filters for you, customize the optimization run to fine-tune your scheduling results. ![In-Day Optimization side panel showing the Advanced Filters section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_advanced_filters.png) - Click the Advanced Filters header to expand the section (1). - Under **Scheduling Policy**, select an in-day scheduling policy for the run (2). If no in-day scheduling policy has been set up yet, ask your admin to set one up. - Under **Appointments to Keep Scheduled**, select which type of service appointment must remain on the schedule (3). Optimization can reschedule these appointments only within the selected date range. - Under **Optimization Scope**, select which service appointments are considered for optimization (4). Optimization can include unscheduled and scheduled appointments. - **All Appointments**: Evaluates all unscheduled and scheduled appointments. - **Appointment Type**: Evaluates only unscheduled and scheduled appointments of the selected type. ### How Does This Work? The **How does this work?** section at the bottom of the side panel provides a dynamic summary of what the optimization does. By default, it shows the in-day scheduling policy used, information about the expected schedule updates, and the runtime of the optimization run (1). As you configure the Advanced Filters, the section updates to reflect the additional criteria applied to the run (2). ![In-Day Optimization side panel showing the How Does This Work section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_how_does_this_work.png) ### Optimization Results When the optimization run completes and changes are applied to the schedule, use the [Activity Tracker](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US) to review the results. ![In-Day Optimization Results side panel showing the results of the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_results_panel.png) - Click **Show Results** (1) in the Activity Tracker to open the In-Day Optimization Results panel (2). The panel shows the optimization status, the selected date range, the selected scheduling policy, and the optimization request ID. - Select or search for a specific service territory in the service territories dropdown to view its individual results. By default, results are shown for all selected service territories (3). - Click the optimization request ID to view the optimization request record (4). - Click **Show Optimization Hub** (5) to open the Optimization Hub and analyze the run in more detail. See [Explore Metrics in Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US). The Optimization Results panel also shows metrics for the optimization run. ![In-Day Optimization Results side panel showing metrics for the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_results_panel_kpi.png) - **Scheduled Appointments**: The number of scheduled appointments after optimization compared to before. - **Utilization**: The utilization percentage after optimization compared to before. - **Average Travel Time**: The average travel time between service appointments after optimization compared to before. The Details section in the panel shows a breakdown of service appointment updates. ![In-Day Optimization Results side panel showing the updates to service appointments in the Details section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_in_day_results_panel_details.png) - **Added**: Appointments added to the schedule. Click **Highlight on Gantt** (1) to highlight them on the Gantt, or click **Show List** (2) to open a temporary list of the added appointments. - **Rescheduled**: Appointments moved within the selected date range. Click **Highlight on Gantt** or **Show List** to review them. - **Unchanged**: Appointments that kept their original time and service resource. Click **Highlight on Gantt** or **Show List** to review them. - **Unscheduled**: Appointments removed from the schedule. Select **Show List** to review them. All temporary lists show the current state of the appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The In-Day Optimization Results panel shows the state of the schedule at the time the optimization run completed. Any subsequent changes to the schedule are only shown on the Gantt. ## Global Optimization Use Global Optimization to run an extended, in-depth optimization check to maximize utilization of the schedule for one or more service territories within a specific date range. Global Optimization is the most powerful and thorough optimization option for resolving scheduling conflicts, maximizing appointment coverage, and rebalancing workloads across multiple service territories. It's ideal for handling large volumes of service appointments by optimizing multiple resource schedules across one or more service territories within a specific date range. Because it can take up to 2 hours to complete, it’s best to run it overnight. ### Run Global Optimization Global Optimization optimizes the schedules of one or more service territories in a single run. ![Scheduling Console header showing the Optimize action and dropdown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_optimize_button.png) - Click the **Optimize** dropdown in the Scheduling Console header (1) and select Global Optimization (2). The Global Optimization side panel opens. In the side panel, select one or more service territories and set the date range for the optimization run. ![Global Optimization side panel showing the service territory selection, date range selection, and the available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_side_panel.png) - Use the **Service Territories** dropdown to select which service territories to include in the optimization run (1). The dropdown lists only the service territories currently shown on the Gantt. - Set the optimization date range (2). The date range can be up to 30 days. - Click **Run Optimization** (3). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Global Optimization requires a scheduling policy suitable for global optimization. If your admin hasn't set one up yet, the optimization won't run. Ask your admin to set it up for you. Global Optimization runs in the background, so you can continue working in the Scheduling Console while your request is processed. After running the optimization, you can use the Activity Tracker to monitor the status of your request in real time and review results. See [Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US). ### Advanced Filters If your admin has enabled Advanced Filters for you, customize the optimization run to fine-tune your scheduling results. ![Global Optimization side panel showing the Advanced Filters section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_advanced_filters.png) - Click the Advanced Filters header to expand the section (1). - Under **Scheduling Policy**, select a scheduling policy for the run (2). The scheduling policy selected on the Gantt is used by default. Make sure that the selected scheduling policy is suitable for global optimization. If it isn't, ask your admin to set one up. - Under **Appointments to Keep Scheduled**, select which type of service appointment must remain on the schedule (3). Optimization can reschedule these appointments only within the selected date range. - Under **Optimization Scope**, select which service appointments are considered for optimization (4). Optimization can include unscheduled and scheduled appointments. - **All Appointments**: Evaluates all unscheduled and scheduled appointments. - **Appointment Type**: Evaluates only unscheduled and scheduled appointments of the selected type. ### How Does This Work? The **How does this work?** section at the bottom of the side panel provides a dynamic summary of what the optimization does. By default, it shows the scheduling policy selected on the Gantt, information about the expected schedule updates, and the runtime of the optimization run (1). As you configure the Advanced Filters, the section updates to reflect the additional criteria applied to the run (2). ![Global Optimization side panel showing the How Does This Work section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_how_does_this_work.png) ### Optimization Results When the optimization run completes and changes are applied to the schedule, use the [Activity Tracker](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&type=5&language=en_US) to review the results. ![Global Optimization Results side panel showing the results of the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_results_panel.png) - Click **Show Results** (1) in the Activity Tracker to open the Global Optimization Results panel (2). The panel shows the optimization status, the selected date range, the selected scheduling policy, and the optimization request ID. - Select or search for a specific service territory in the service territories dropdown to view its individual results. By default, results are shown for all selected service territories (3). - Click the optimization request ID to view the optimization request record (4). - Click **Show Optimization Hub** (5) to open the Optimization Hub and analyze the run in more detail. See [Explore Metrics in Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US). The Optimization Results panel also shows metrics for the optimization run. ![Global Optimization Results side panel showing metrics for the optimization run](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_results_panel_kpi.png) - **Scheduled Appointments**: The number of scheduled appointments after optimization compared to before. - **Utilization**: The utilization percentage after optimization compared to before. - **Average Travel Time**: The average travel time between service appointments after optimization compared to before. The Details section in the panel shows a breakdown of service appointment updates. ![Global Optimization Results side panel showing the updates to service appointments in the Details section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_global_results_panel_details.png) - **Added**: Appointments added to the schedule. Click **Highlight on Gantt** (1) to highlight them on the Gantt, or click **Show List** (2) to open a temporary list of the added appointments. - **Rescheduled**: Appointments moved within the selected date range. Click **Highlight on Gantt** or **Show List** to review them. - **Unchanged**: Appointments that kept their original time and service resource. Click **Highlight on Gantt** or **Show List** to review them. - **Unscheduled**: Appointments removed from the schedule. Select **Show List** to review them. All temporary lists show the current state of the appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Global Optimization Results panel shows the state of the schedule at the time the optimization run completed. Any subsequent changes to the schedule are only shown on the Gantt. <!-- document id=85ac4e5b54ecd07065df0ac1b0f91c6099a5848885d062e0af36cafd9c7b80da url=/admin/current/en-us/service/264-0-0/pfs_optimization_request_files_output.md --> # Optimization Request Files Output Review the information shown in the request and response files. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d143578e83">Section Name</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d143578e86">Type</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d143578e89">Description</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:left;vertical-align:top;" headers="d143578e83 d143578e86 d143578e89 "> <strong class="uicontrol">Request File</strong> </td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>services</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service appointment records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>mswServicesIds</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The IDs of the service appointments that are part of the complex work chain related to the request. This array is a subset of the <code>services</code> array.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>timeDependencies</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The time dependencies associated with the complex work chain related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>workOrders</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The work order records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>workOrderLineItems</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The work order line item records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>SchedulingPolicy</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The scheduling policy associated with the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>workRules</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The work rule records associated with the scheduling policy related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>objectives</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The objective records associated with the scheduling policy related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>resources</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service resource records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>capacities</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The capacity records associated with the capacity-based service resources related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>breaks</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The lunch breaks associated with service resources within the horizon dates of the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>nonAvailabilities</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The resource absence records of type Non Availability related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>territories</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service territory records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>relocations</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service territories associated with the service resources related to the request, who have a relocation membership.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>secondaryTerritories</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service territories associated with the service resources related to the request, who have a secondary membership.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>calendarDays</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The time slots associated with the operating hours related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>recordTypes</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The record types related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>DesignatedRFCCriteria</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The key and value pairs related to the request. The key represents the ID of the Recordset Filter Criteria object and the values represent the IDs of the service appointment records.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>operatingHours</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The operating hour records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>operatingHoursHolidays</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The operating hour holiday records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>travelModes</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The travel mode records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>outOfDomainServices</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service appointments that aren’t within the horizon dates of the request and that are part of a complex work chain that’s within the horizon dates of the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>outOfDomainResources</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service resources who are assigned to service appointments that are part of a complex work chain and that aren’t within the horizon dates of the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>CapacityLimitConsumptions</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The capacity consumption details associated with each service territory related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>Skills</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The skill records related to the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>LogicSettings</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The custom setting of the logic settings record associated with the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>OptimizationSettings</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The custom setting of the optimization settings record associated with the request.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>SupportHelper</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">This section doesn’t apply to Enhanced Scheduling and Optimization.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>GeocodeSettings</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Object</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The custom setting of the geocode settings record associated with the request.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:left;vertical-align:top;" headers="d143578e83 d143578e86 d143578e89 "> <strong class="uicontrol">Response File</strong> </td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>serviceAppointments</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service appointments that Enhanced Scheduling and Optimization updated.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>assignedResourcesToUpsert</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The assigned service resources that Enhanced Scheduling and Optimization created or updated.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>assignedResourcesToDelete</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The assigned service resources that Enhanced Scheduling and Optimization deleted.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>lunchBreaksToUpsert</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The lunch breaks that Enhanced Scheduling and Optimization created or updated.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>lunchBreaksToDelete</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The lunch breaks that Enhanced Scheduling and Optimization deleted.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>resourceAbsencesToUpsert</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The resource absences of type Non Availability that Enhanced Scheduling and Optimization created or updated their travel time.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>resourceAbsencesToDelete</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The resource absences of type Non Availability that Enhanced Scheduling and Optimization deleted their travel time.</td> </tr> <tr class=""> <td data-label="Section Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e83 "> <code>unscheduledServiceAppointments</code> </td> <td data-label="Type" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e86 ">Array</td> <td data-label="Description" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d143578e89 ">The service appointments that Enhanced Scheduling and Optimization unscheduled and the reason why they were unscheduled.</td> </tr> </tbody> </table> <!-- document id=fd5f09211b48e63b72631e1c166cdf6a32c36391cf7427924aaf4d59a9909857 url=/admin/current/en-us/service/264-0-0/pfs_resource_optimization_user.md --> # Optimize a Single Field Service Resource’s Schedule In Field Service, when last-minute developments occur like canceled jobs or lateness, use Resource Schedule Optimization (RSO) to design the best schedulefor an individual service resource. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d174923e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d174923e72 ">To see Resource Schedule Optimization on the Gantt:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d174923e72 ">Resource Schedule Optimization custom permission</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ As changes to a service resource's schedule occur throughout the day, gaps or overlaps in the schedule can occur. Resource Schedule Optimization is a tactical tool primarily targeted at intraday adjustments. It automatically fixes a resource's schedule and fills gaps with other work based on two hidden, fundamental objectives: - Utilization Bias: The engine prioritizes scheduling as many appointments as possible. - Appointment Priority: When capacity is limited, high-priority appointments are given precedence over lower-priority work. 1. Optionally, exclude service appointments with certain statuses from being changed during resource schedule optimization. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings** | **Optimization** | **Logic**. 2. Scroll to Resource Schedule Optimization and in the Pin Criteria field select which statuses pin service appointments during optimization. Service appointments with a selected status aren’t scheduled, unscheduled, or rescheduled during resource schedule optimization. Scheduled service appointments in a pinned status can’t move to a different service resource or to a different time. Unscheduled service appointments in a pinned status remain unscheduled. We recommend leaving the Dispatch status deselected so dispatched work can be moved if a previous job runs late or emergency work is needed. 2. Optimize a service resource’s schedule. 1. From the Classic Dispatch Console, click the action menu of the resource whose schedule you want to optimize. 2. Click **Resource Schedule Optimization**. ![resource schedule optimization](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_resource_schedule_optimization.png) 3. Define the scope of your optimization. scheduling horizon). Define the scheduling horizon of your optimization. Service appointments are scheduled only within the dates you select, but the candidate service appointments that are considered for scheduling can come from outside the time frame (up to approximately 7 days). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The optimization scheduling horizon uses the time zone configured on the logged-in user's Salesforce profile (or the executing integration user for automated processes). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Resource Schedule Optimization loads unscheduled service appointments that meet the time and candidates criteria, based on the specific database [work rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&language=en_US&type=5) configured in the scheduling policy. Service appointments without a territory are always loaded regardless of the work rule configuration. For example: - Match Territory work rule—If the service resource is a primary or relocation member covering only the Manhattan service territory, service appointments from other territories aren’t loaded. - Working Territories work rule—If the service resource is a primary, secondary, or relocation member covering Manhattan, Brooklyn, and Queens during the resource schedule optimization period, appointments from other service territories aren’t loaded. - Match Skills work rule—If the service resource has only Install and Repair skills, service appointments requiring any other skill aren’t loaded. - Match Boolean work rule—If ‌specific service appointments require a service resource who’s a contractor (Boolean property "Is Contractor" is true), but the checkbox for the assigned service resource is deselected (the Boolean property is false), these appointments aren’t loaded. - Maximum Travel from Home work rule—If a service resource covers a radius of 50 KM from their home base, service appointments located beyond this radius aren’t loaded. Service appointments with no location are also loaded. - Extended Match work rule—If you have a custom criteria set that matches a service appointment field to a related list on the service resource, appointments with a requirement not supported by the resource aren’t loaded. You can’t use relevance groups with Extended Match work rules, and a scheduling policy can have up to five Extended Match work rules. - Match Fields work rule—If you have a custom rule that matches a service appointment field with a service resource field, appointments with a requirement not supported by the resource aren't loaded. 4. Select your optimization settings: - **Only optimize unscheduled appointments**: If you select this option, only unscheduled service appointments are considered, and all scheduled service appointments are pinned (unmovable). The engine only populates the gaps between them and doesn’t slide existing work to close gaps. This setting is most effective when you're managing a high-density schedule that has already been carefully refined or perfected. In this scenario, your primary goal is to have the system fill the gaps with new emergency work or lower priority tasks without disrupting the existing plan. It allows you to protect the integrity of the current schedule while still addressing new demand. However, as a general best practice, it’s recommended to include your already scheduled work in the optimization process whenever possible. By allowing the engine to look at the day as a whole rather than just the empty spaces, you give RSO the flexibility it needs to reshuffle and tighten the schedule. This is how you achieve truly optimal results, significantly reducing downtime and maximizing your resource utilization. - **Scheduling Policy**: Select a policy to define rules and objectives that meet your needs for the optimization request. - **Consider only these appointments as candidates**: Set the criteria to determine which appointments resource schedule optimization evaluates to optimize or schedule to a resource. This doesn’t mean that only appointments that are currently assigned to the resource and meet this criteria are moved or rescheduled. Appointments that don’t meet this criteria but are assigned to the resource can also be moved, unless they are pinned or in a pinned status. - **Keep these appointments scheduled**: Select which service appointments must remain on the schedule during resource schedule optimization. The optimization can move and reschedule the service appointments marked to keep scheduled. If the resulting schedule doesn’t include all the service appointments marked to keep scheduled, resource schedule optimization fails. To optimize, give these appointments a much higher priority than the other appointments or try to run optimization on more days. Any appointment in this keep-scheduled group needs to also be an optimizable appointment. This means that appointments to keep scheduled must be a subset of the appointments indicated in the Consider only these appointments as candidates criteria. Keep in mind that when you're not using Enhanced Scheduling and Optimization, resource schedule optimization fails if more than 50 appointments must remain scheduled. - **Only Schedule Appointments Assigned to…(Optimize for the specific resource only)**: Select whether only service appointments scheduled to the resource are considered in the optimization process. If you don’t select the checkbox, unscheduled service appointments, appointments scheduled to the resource, and appointments scheduled to other resources are considered during optimization. In this case, the engine can "steal" work from other resources to improve the organization's overall schedule. The engine prioritizes stealing a scheduled job from another resource if there's no unscheduled work available to fill the gap. It would rather pick up a brand new unassigned appointment than simply move an existing appointment from one person to another. However, the engine moves the appointment from one resource to another if it results in better utilization or lower travel costs for the organization. When using Enhanced Scheduling and Optimization, if you select to only schedule appointments to the resource, both unscheduled service appointments and appointments scheduled to the resource are considered. When not using Enhanced Scheduling and Optimization, only service appointments scheduled to the resource are considered, such that this checkbox overrides Only optimize unscheduled appointments. 5. Click **Optimize**. You can also set up scheduling preferences to automatically run resource schedule optimization in response to common scheduling events, like appointment overlaps or cancellations. To learn how to fix schedule overlaps, if you’re using Enhanced Scheduling and Optimization, see [Fix Overlaps with an Automated Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&release=264.0.0&type=5 "Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization."). If you aren’t using Enhanced Scheduling and Optimization, see [Create Scheduling Recipes for Common Events](https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&release=264.0.0&type=5 "Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule optimization. For example, a partial chain of a scheduling dependency is excluded. - Resource schedule optimizations can’t run in parallel for the same service resource on the same time interval. - You can’t run resource schedule optimization on capacity-based resources. - To customize the scope of data considered by Resource Schedule Optimization (such as by using the resourceDayOptimization method of the OAAS class), while also providing a tailored user experience within the Classic Dispatch Console that accepts custom user inputs and initiates an optimization request in the background, see [Create Custom Actions for the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&release=264.0.0&type=5 "Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons."). You can create an action to display a custom user interface that can then call your custom Apex code (a customized resource schedule optimization request). #### See Also - [Monitor Field Service Schedule Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&type=5&language=en_US) - [Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US) - [What's Schedule Optimization?](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_definitions.htm&type=5&language=en_US) - [Optimization Horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&type=5&language=en_US) ## Handling Complex Resource Schedule Optimization (RSO) Scenarios - **Complex Work**: The engine prioritizes schedule integrity over optimization. If RSO can't see the whole dependency chain because of your filter criteria, it won't risk moving one link and breaking the chain. Complex work information that’s not fully available in the optimization data is considered excluded from resource schedule optimization. For example, a partial chain of a scheduling dependency is excluded. You must ensure your optimization scope includes all related parts of a dependency. - **Multi-Day Appointments**: RSO is a tactical tool, usually triggered on a narrow horizon, like today or tomorrow, to handle immediate exceptions and cancellations. It often lacks the multi-day visibility to fit a large project (for example, a 30 hour job) into a narrow window (for example, 24 hours). In these cases, the engine treats the multi-day appointment as pinned and optimizes smaller jobs around it. RSO is excellent at fine-tuning your daily route, but it's not the right tool for multi-day work. Use global optimization when dealing with multi-day requirements with a wide horizon to do the initial heavy lifting or placement. Understand that once a multi-day job is on the board, tactical RSO runs will likely treat it as a non-movable anchor. Also, don't force the narrow view. Trying to schedule a multi-day job using a one-day optimization window almost always results in the job being ignored or failing to schedule. - **24/7 Shifts**: With 24/7 shifts, there is no "extended horizon" of approximately 7 days, such that you can only optimize the horizon of the request, and optimization can’t "steal" work from the future. If an appointment is part of a shift that crosses beyond your horizon (for example, it spans past midnight), the engine treats the entire appointment as unmovable. To fix this, you must ensure your optimization horizon fully encompasses the entire duration of the shift you want to optimize. - **Max Runtime**: RSO is set to a 60-second mathematical limit by default. This only covers the optimization engine runtime and doesn’t include data fetching or committing results to the Gantt. For example, if a dispatcher sees the Gantt as disabled for 2 minutes during an RSO run, the system hasn't crashed. It simply means the data-in/data-out process is happening on either side of the 60-second calculation window. - **Data Volume**: For the best optimization quality, use the filtering criteria to limit the volume of loaded data (candidate pool) to approximately 1,000 service appointments per run. The engine begins by selecting a random service appointment as a starting point, and then schedules others that are close to it. When working with extremely large data sets (for example, 4,000 service appointments), this behavior can often cause the engine to settle on a schedule before fully exploring the candidate service appointments and before using the full runtime available to it, which produces a less optimal result. To stay within this range, narrow your candidates by using the Consider only these appointments as candidates filter, refining the work rules in your scheduling policy, or shortening your optimization horizon. <!-- document id=a810a205e83aafe0c396ec15663eb82eb4fa686d615ee7eedee1b6648af1146f url=/admin/current/en-us/service/264-0-0/fs_assets_landing.md --> # Optimize Asset Management Keep track of your assets and maintain them throughout their lifecycle. - [Assets](https://help.salesforce.com/s/articleView?id=service.fs_manage_assets_in_field_service.htm&type=5&language=en_US) - [Asset Hierarchy](https://help.salesforce.com/s/articleView?id=xcloud.aslm_asset_interactive_hierarchy_overview.htm&type=5&language=en_US) - [Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib.htm&type=5&language=en_US) <!-- document id=c8c220ff6519d19875490f94360b90aa47d25c3054abd0dc309b5572e8824309 url=/admin/current/en-us/service/264-0-0/assets_setup.md --> # Optimize Asset Performance Use out-of-the-box tools to predict maintenance needs, track asset reliability, configure an asset health score, record asset downtime, and track replacements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Asset Service Prediction](https://help.salesforce.com/s/articleView?id=service.fs_asset_service_prediction.htm&release=264.0.0&type=5)** Asset Service Prediction (ASP) harnesses the power of predictive analytics to forecast the probability of future work orders based on historical repair data from Salesforce Field Service. ASP delivers actionable insights, enabling technicians to achieve one-and-done service by addressing current and anticipated issues during a single visit. This approach saves on truck rolls, reduces asset downtime, and ultimately enhances customer satisfaction. - **[Track Asset Availability and Reliability in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_track_availability_and_reliability.htm&release=264.0.0&type=5)** Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation. - **[Asset Health Score](https://help.salesforce.com/s/articleView?id=service.fs_ahs.htm&release=264.0.0&type=5)** The Asset Health Score indicates the overall condition and performance of an asset. - **[Record Asset Downtime in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_record_asset_downtime.htm&release=264.0.0&type=5)** Use the Asset Downtime Periods related list to record details of planned and unplanned downtime. - **[Track Asset Replacements](https://help.salesforce.com/s/articleView?id=service.assets_rel_equal.htm&release=264.0.0&type=5)** When a customer’s asset needs to be replaced or upgraded, track the replacement in Salesforce on asset detail pages. <!-- document id=aa0efd0854f411ded82c62c85db33b2d56e4db733b840443d69acd6e83b98031 url=/admin/current/en-us/service/264-0-0/bots_service_completed_goal.md --> # Optimize Bot Performance with Goals Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In Spring ’23, Einstein Bots removed support for special characters in goal display and API names. Bots that contain goals with special characters can't be saved or cloned. If you created a goal before Spring '23, review your existing goals. Delete affected goals, and then recreate them with names that contain letters, numbers, and underscores only. View completed goal counts for a bot on the Goals page. Get a broader view of performance across bots with standard bot reports. ## The Goals Page In the Bot Builder, the Goals page shows a complete list of your bot’s goals and completed goal counts for each. The Goals page shows performance data for the last 180 days. If you rename a goal, the completed goal count for that goal is reset to zero. If you move a goal to another dialog, the completed goal count isn’t reset. Instead, it shows combined performance data for the goal across all dialogs the goal was associated with within the last 180 days. When you deactivate and reactivate a bot, the completed goal count for the goals associated with the bot aren’t reset. The counts resume when you reactivate your bot. ## Standard Bot Reports We provide several prebuilt reports that give you a broader view of goal performance across your bots. Learn more in Salesforce Help for Einstein Bot standard bot reports. - **[Manage Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal_manage.htm&release=264.0.0&type=5)** You can create, edit, and delete goals from the Dialogs page or the Goals page of the Bot Builder. On the Dialogs page, goals appear as a Goal dialog step. You can’t make changes to goals when your bot is active. #### See Also - [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.") <!-- document id=6943c7faf6305352e4979a0c86c67e4ff872971a6e0e85e871b3f22178aa4a13 url=/admin/current/en-us/service/264-0-0/messaging_optimize_miaw.md --> # Optimize Enhanced Chat After you complete the basic setup of your Enhanced Chat channel, you can add additional features to customize the service rep and customer messaging experience. For example, set business hours for your channel, show customers an estimated wait time in the messaging window, or control the actions that customers can take in a messaging session. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_optimize_miaw__d1259e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_optimize_miaw__d1259e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Set Up and Customize an Automated Invitation](https://help.salesforce.com/s/articleView?id=service.miaw_chat_invitations.htm&release=264.0.0&type=5)** Proactively invite customers to start a chat with a service rep or AI agent in Enhanced Chat with automated chat invitations. You can set rules, conditions, and implement a custom invitation. Automated invitations appear after a customer visits your site. If the customer refreshes the page or closes the browser, the invitation is resent. You can also resend invitations after they're accepted or rejected. - **[Set Up Session-Based Chat](https://help.salesforce.com/s/articleView?id=service.miaw_session_based_chat.htm&release=264.0.0&type=5)** Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently. - **[Set Up Abandoned Chat Timeouts](https://help.salesforce.com/s/articleView?id=service.miaw_enable_abandoned_chat_timeouts.htm&release=264.0.0&type=5)** Configure a timeout that moves abandoned messaging sessions to an inactive state when customers leave a conversation by closing their browser or tab, navigating away from the page, or losing their connection. - **[Show the Emoji Keyboard in Enhanced Web Chat](https://help.salesforce.com/s/articleView?id=service.miaw_emoji.htm&release=264.0.0&type=5)** Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard. - **[Show Customers an Estimated Wait Time in the Chat Conversation Window](https://help.salesforce.com/s/articleView?id=service.miaw_estimated_wait_time.htm&release=264.0.0&type=5)** Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations. - **[Show Customers Their Queue Position in the Messaging Window](https://help.salesforce.com/s/articleView?id=service.miaw_show_queue_position.htm&release=264.0.0&type=5)** Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions. - **[Show Visitor Names in the Conversation Window](https://help.salesforce.com/s/articleView?id=service.miaw_show_visitors_name.htm&release=264.0.0&type=5)** Help your service reps identify who they’re assisting by showing visitor names in the conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears, with Guest used when no name is available. - **[Add Terms and Conditions Acceptance to your Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.messaging_terms_and_conditions.htm&release=264.0.0&type=5)** Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form. - **[Use Fallback Message to Help Customers During an Enhanced Chat Downtime](https://help.salesforce.com/s/articleView?id=service.messaging_fallback_message.htm&release=264.0.0&type=5)** Write a fallback message to send customers in the messaging conversation window in the event of a service downtime. - **[Allow End Users to Download a Transcript of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.miaw_download_transcript.htm&release=264.0.0&type=5)** While Enhanced Chat shows messaging history in the conversation window to verified end users, unverified end users want to review messaging history. Now, unverified and verified end users can download a PDF conversation transcript after the session ends. - **[Set Business Hours in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_business_hours.htm&release=264.0.0&type=5)** Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours. - **[Customize the Enter or Return Key in Enhanced Chat for Web](https://help.salesforce.com/s/articleView?id=service.miaw_enter_or_return.htm&release=264.0.0&type=5)** By default, Enhanced Chat for Web is configured so that the Enter or Return key sends a message. To make it start a new line of text instead, change the deployment settings. - **[Prevent End Users from Sending File Attachments in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.messaging_file_attachment_permissions.htm&release=264.0.0&type=5)** Choose whether your end users can send file attachments to service reps in Messaging for In-App and Web. - **[Customize Your UI with Lightning Web Components](https://help.salesforce.com/s/articleView?id=service.messaging_lightning_web_components.htm&release=264.0.0&type=5)** To update the look and feel of your customer-facing messaging interface, create and add Lightning Web Components. - **[Clone Your Enhanced In-App Chat Deployment](https://help.salesforce.com/s/articleView?id=service.messaging_clone.htm&release=264.0.0&type=5)** To prevent outages for customers who haven’t yet upgraded to the latest version of your mobile app, clone your Enhanced In-App Chat deployment before releasing a new feature. Roll out the new feature on the cloned version of the deployment while allowing customers who haven’t yet upgraded to keep using the older version. - **[Customize the File Sharing Experience in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_customer_file_types.htm&release=264.0.0&type=5)** Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents. <!-- document id=33c7ab0ffb9ab141c24d7aa1bac8e9392fd4fc3de4179f900e46131abb662b93 url=/admin/current/en-us/service/264-0-0/miaw_optimize_setup.md --> # Optimize Enhanced Chat v1 Setup After completing basic setup, choose to add user verification, custom labels, branding, pre-chat and more to your Enhanced Chat v1 deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_optimize_setup__d425e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_optimize_setup__d425e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> | Business Need | Solution | | --- | --- | | Verify your end users' identity. Extend Enhanced Web Chat conversation history beyond 6 hours. | [User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&language=en_US) | | Customize your deployment. Or, add an additional deployment to your messaging channel. | [Customize a Deployment](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_create_deployment_type.htm) | | Customize the labels that your end users see. Or, translate the labels that your end users see. | [Custom Labels](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_custom_labels.htm) | | Collect information ahead of the conversation. | [Add a Pre-Chat Form](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_custom_prechat_3.htm) | - **[Customize an Enhanced Chat Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_create_deployment_type.htm&release=264.0.0&type=5)** Customize an existing Enhanced Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced Chat channel, follow these steps to create and customize it. - **[Set Security Protocols for Your Messaging for Web Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_security.htm&release=264.0.0&type=5)** To successfully use Messaging for Web, add your experience site or external website domain to a Cross-Origin Resource Sharing (CORS) allowlist. If you change your domain, remember to update the CORS allowlist. - **[Persist Secure Messaging History Across Multiple Devices with User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5)** To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification. - **[Customize Pre-Chat for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&release=264.0.0&type=5)** Ask customers to fill out visible pre-chat fields before starting a messaging session, or auto-fill hidden pre-chat fields when the conversation begins. Add standard and custom fields to your pre-chat form. - **[Map Pre-Chat Values in Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&release=264.0.0&type=5)** Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow. - **[Update Your Enhanced Web Chat Deployment After Upgrading to Enhanced Domains](https://help.salesforce.com/s/articleView?id=service.miaw_enhanced_domains_1.htm&release=264.0.0&type=5)** To ensure that your Enhanced Web Chat deployment remains active after you enable enhanced domains, republish your deployment. If you use Enhanced Web Chat in an Experience Builder site, update your allowlisted URLs. #### See Also - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") <!-- document id=9b9cf2e761d5679380cc2cefb39d56df82434f25daf9b9d49eef0bd0ea1211bb url=/admin/current/en-us/service/264-0-0/enhanced_chat_v2_optimize_setup.md --> # Optimize Enhanced Chat v2 Setup Add customizations and features to Enhanced Chat v2 for better look, experience and performance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="enhanced_chat_v2_optimize_setup__d1040e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="enhanced_chat_v2_optimize_setup__d1040e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Create an Enhanced Chat v2 Deployment for an Existing Messaging Channel](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_existing_channel_deployment.htm&release=264.0.0&type=5)** If you have an established Messaging Channel, you can create a new Enhanced Chat v2 deployment and add it to the existing channel. - **[Customize Enhanced Chat v2 Deployment Settings](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_customize.htm&release=264.0.0&type=5)** Review the settings available to you on the Deployment Settings page for your Enhanced Chat v2 Deployment. - **[Personalize the Enhanced Chat v2 UI with Custom Lightning Types](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_lightning_types.htm&release=264.0.0&type=5)** Custom Lightning types enable you to customize the chat UI in Lightning Experience. - **[Add an Agentic Experience to Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_add_agents.htm&release=264.0.0&type=5)** Begin Enhanced Chat v2 conversations with an AI Agent. <!-- document id=3b9f2133f1fa6aeff8d840ef20e3fb515fdcd974d78b79832f49d314a14e17ac url=/admin/current/en-us/service/264-0-0/console2_list_responsive.md --> # Optimize Salesforce Console List Views with Responsive Lists in Salesforce Classic Responsive lists resize dynamically and give your list views a modern look and feel. And optional row hovers let you preview a record without opening it. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Find the name of the console you want to modify, then click **Edit**. 3. Select **Enable Responsive Lists**. 4. Click **Save**. The fields that appear in the hover overlay mirror the fields in the active list view. To customize which fields appear, edit the list view or create a custom list view. Keep in mind that the list view must be expanded wide enough for the Edit, Delete, and Create New View links to be visible. Some more detail about list hovers: - For cases, hovers appear when you mouse over the Subject field. For all other records, hovers appear when you over the Name field. - If the Subject or Name field isn’t in the list view, the hover doesn’t appear. - You always see the Description field on case hovers, even though it can’t be added to the list view. - Responsive lists aren’t supported for IE version 10 or earlier. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip If you want to keep the updated look and feel of responsive lists, but turn off the hover feature, edit your console and deselect **Enable List View Hovers**. ![responsive list hover](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_2_list_responsive.png) #### See Also - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") <!-- document id=d0d3779b6a655ac630402b326ebe17d5835b8cf0fea9b4e4fd2db5bb9d3fb94b url=/admin/current/en-us/service/264-0-0/console_lex_service_setup.md --> # Optimize Setup with the Service Setup Assistant Agentforce Service (formerly Service Cloud) is a powerful, customizable customer service tool. Use the Service Setup Assistant to create a work-ready service app for your team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d154999e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154999e58 "> To run the Service Setup Assistant: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154999e58 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The Service Setup Assistant and Service Setup app aren't available in orgs created in Spring '26 or later. Instead, you can set up service features in Salesforce Go. Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. ## How It Works You—the fearless admin—head to the Service Setup Assistant page in Setup. Enter your main support email address and add service reps, and the Assistant creates your Service app. If you have licenses for Omni-Channel, Messaging, or Knowledge, the Assistant can also set up these key features for you. ![Set up Service in minutes with the Service Setup Assistant.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/console_lex_service_setup_assistant.png) When the Assistant wraps up its setup, your new, fully configured Service app is available for you and your team in the App Launcher. After you turn it on, the Assistant can’t be turned off, but you can customize its features to your company’s processes later. Turning on the Assistant doesn’t cause issues with your other apps. ## Sounds Neat, What’s Included? Our favorite, quick-win service tools! As part of creating your Service app, the Service Setup Assistant sets up queues, macros, and flows to streamline your workflows, optimizes high-use page layouts, sets up quick text responses and case email notifications, and more. For a full list of the tasks that the Assistant completes for you, see [Features Included in the Service Setup Assistant](https://help.salesforce.com/s/articleView?id=service.console_lex_update_service_setup_assistant.htm&release=264.0.0&type=5 "The Service Setup Assistant walks you through essential setup tasks to get Agentforce Service (formerly Service Cloud) up and running. After a few clicks, your team can start using key service features that are configured with optimal settings and layouts."). ## Let’s Do This 1. From Setup, in the Quick Find box, enter Service Setup Assistant, and click **Service Setup Assistant**. 2. Click the toggle to **On**. 3. The status changes to In Progress. To get the latest status, click **Check Status**. 4. When the status changes to Ready, click **Get Started**. 5. Enter your main support email address. To create a secure email address, click **Generate Address**, which you can add to your email’s forwarding service. After you add that email, any email sent to that address generates a case in Salesforce. 6. Click **Add Users**, and enter the email address of any service reps and supervisors on your team. Assign each user a profile (Service Admin or Service Agent), feature licenses, and queues. 7. Click **Complete**. Your new, fully configured Lightning Service Console app is available for you and your team in the App Launcher. Just look for the Service Console app containing your business name. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To try out the Service Setup Assistant in a sandbox, turn it on in the sandbox and then start over in production when you’re ready. If you already turned it on in production, create a full sandbox copy for testing. Service Setup Assistant isn't available in scratch orgs. ## Explore Other Resources After the Service Setup Assistant creates your Service app, check out helpful resources on the Service Setup page. In the header, click the gear icon and select **Service Setup**. ![Service Setup option in Lightning menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/console_nav_to_lex_ss.png) **Monitor Your Service Metrics**: See how your email and social channels are doing, analyze call center spikes, and view up-to-the-minute caseload stats. **Get Setup Recommendations**: See recommended setup flows, content, and tips to acquaint yourself with Service features. The guided setup flows walk you through tasks like integrating with Twitter and Facebook or importing your business data. Some of these tasks may already be set up for you by the Service Setup Assistant. - **[Features Included in the Service Setup Assistant](https://help.salesforce.com/s/articleView?id=service.console_lex_update_service_setup_assistant.htm&release=264.0.0&type=5)** The Service Setup Assistant walks you through essential setup tasks to get Agentforce Service (formerly Service Cloud) up and running. After a few clicks, your team can start using key service features that are configured with optimal settings and layouts. <!-- document id=7e44da89a7afb9b680b7744255bffe4649878ac53f2504bf3f50aa47fd37cc5c url=/admin/current/en-us/service/264-0-0/fwm_intro.md --> # Optimize Shift Scheduling with Frontline Workforce Management Empower frontline teams with flexible scheduling while driving operational efficiency through demand-based forecasting and automated compliance guardrails. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> Learn more about Frontline Workforce Management. - **[Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management. - **[Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5)** Before setting up Frontline Workforce Management, review these limits and considerations. - **[Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5)** Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use. - **[Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5)** A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends. - **[Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5)** Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements.. - **[Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5)** Create and manage shifts that drive resource availability for on-site and field work. <!-- document id=f4bf2456c4d5785ce65f9c11aa871be1a86d299e78e976149eb219f3530e4594 url=/admin/current/en-us/service/264-0-0/workforce_engagement_intro.md --> # Optimize Staffing with Workforce Engagement Run a better contact center with our data-driven planning tools to benefit your business, your employees, and your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Pathways Into Workforce Engagement Management</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Get Started</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_1.htm&release=264.0.0&type=5" title="Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.">Set Up Workforce Management</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_limits.htm&release=264.0.0&type=5" title="Before setting up Workforce Management, review these limits and considerations.">Workforce Management Limits and Considerations</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Forecast Your Future Workload</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecasts_about.htm&release=264.0.0&type=5" title="A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.">Workload Histories and Intelligent Forecasts</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5" title="Format your data to ensure that your team can create workload and intelligent forecasts.">Admin Checklist for Workload and Forecast Setup</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_workload_history_1.htm&release=264.0.0&type=5" title="A workload history aggregates historical data from an Omni-Channel workflow. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals.">Create a Workload History</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&release=264.0.0&type=5" title="You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.">Create an Intelligent Forecast</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><strong>Predict Staffing to Meet Forecasts</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_about.htm&release=264.0.0&type=5" title="Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..">Capacity plan</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_capacity_planning_1.htm&release=264.0.0&type=5" title="Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.">Admin Checklist for Capacity Plan Setup</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_capacity_plan.htm&release=264.0.0&type=5" title="Create a short-term capacity plan to predict how many shifts you need to provide coverage.">Create a capacity plan</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Match the Right Agents to Shifts</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&type=5&language=en_US" target="_blank">Preparing for Shift Scheduling</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_shift_scheduling_tools.htm&release=264.0.0&type=5" title="Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts.">Scheduling Agents for Shifts</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Use APIs and Automation to Extend Functionality</strong> </p> <p style="margin-bottom:0;"> <a href="https://developer.salesforce.com/docs/atlas.en-us.workforce_engagement.meta/workforce_engagement/wem_cookbook_intro.htm" target="_blank">Workforce Engagement Developer Guide</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><strong>Monitor and Fix Today’s Staffing Gaps</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management.htm&release=264.0.0&type=5" title="Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes.">Intraday Management</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_real_time_adherence.htm&release=264.0.0&type=5" title="Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary.">Real-Time Adherence</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management_notifications.htm&release=264.0.0&type=5" title="Email Notifications for Intraday Management An email notification is sent to an agent when they’re assigned a shift, a shift’s job profile changes, or a shift segment on an assigned shift changes. Notifications are sent to the address in the Email field on an agent’s user profile.">Email Notification for Intraday Management</a></p> </td> </tr> </tbody> </table> - **[Supported Editions for Workforce Engagement Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management - **[Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_limits.htm&release=264.0.0&type=5)** Before setting up Workforce Management, review these limits and considerations. - **[Set Up Workforce Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_1.htm&release=264.0.0&type=5)** Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use. - **[Workforce Management User Permission Sets](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_permission_sets.htm&release=264.0.0&type=5)** Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features. - **[Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecasts_about.htm&release=264.0.0&type=5)** A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends. - **[Capacity Plans](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_about.htm&release=264.0.0&type=5)** Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements.. - **[Intraday Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_intraday_management.htm&release=264.0.0&type=5)** Use the Intraday Management dashboard to identify and resolve staffing gaps caused by agent adherence or an unforeseen spike in demand. Monitor agents’ real-time adherence and align your workforce with the current business day’s schedule. Based on fluctuating demands, you can assign agents to new channels or other activities. You can also give agents a granular breakdown of their shift activities and notify them when their schedule changes. - **[View Historical Adherence Metrics](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_view_adherence.htm&release=264.0.0&type=5)** Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard. - **[Scheduling Agents for Shifts](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_about_shift_scheduling_tools.htm&release=264.0.0&type=5)** Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts. - **[Manage Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_manage_shift_sched.htm&release=264.0.0&type=5)** Help your planners manage employee shifts efficiently. Scheduling tools-get candidates, batch assign, and mass shift update-help them find the right support reps for shifts based on scheduling rules, constraints, and objectives that you define. <!-- document id=5f7fb9647831976715d8471f794bbf37f9681d6e3b0cc6ed86c1473ce02f9683 url=/admin/current/en-us/service/264-0-0/pfs_in_day_optimization.md --> # Optimize Today’s Field Service Schedule Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule for one or more service territories on the day of service by manually running the optimization from the Classic Dispatch Console. You can also run in-day optimization automatically several times a day using scheduled jobs, or run jobs manually, as needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d99152e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99152e64 ">To configure scheduling policies: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99152e64 ">Custom permission set: FSL Admin Permissions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99152e64 ">To run in-day optimization: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99152e64 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions</li> <li>FSL Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Schedule optimization in Field Service comes in a few different flavors. While _global optimization_ is the most powerful and thorough option, it can take several hours to complete. _In-day optimization_ is ideal for handling in-day schedule changes such as last-minute appointments that must be handled immediately or cancellations leading to gaps in the schedule. It runs for up to 5 minutes for Enhanced Scheduling and Optimization, and up to 10 minutes if you’re not using Enhanced Scheduling and Optimization, making it efficient for meeting on-demand schedule changes. You can use in-day optimization to optimize multiple days of the schedule, but it’s best suited for addressing last-minute issues by running on the current day’s appointments or at most over 2 days. If you’re not using Enhanced Scheduling and Optimization, in-day optimization is available only if [optimization](https://help.salesforce.com/s/articleView?id=service.pfs_activate_optimizer.htm&release=264.0.0&type=5 "Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User.") is turned on. 1. Create a scheduling policy from Guided Setup or by clicking New from the Scheduling Policies tab. To open Guided Setup, from the App Launcher, find and open the Field Service Admin app. Click **Field Service Settings** | **Go to Guided Setup** | **Customize Scheduling Policies**. 2. To configure a scheduling policy to use in-day optimization rather than the default global optimization, select **In-Day Optimization** on the policy. You may need to add this field to the scheduling policy page layout. ![In-Day Optimization checkbox](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_in_day_checkbox.png) 3. If you selected In-Day Optimization, we recommend adding “In-Day” to the name of this policy for easy identification when creating jobs or running optimizations from the Classic Dispatch Console. 4. Save the policy. 5. Optionally, exclude service appointments with certain statuses from being changed during schedule optimization by defining criteria to pin them in place. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings** | **Optimization** | **Logic**. 2. Scroll to In-Day Optimization, and from Pin Criteria, select the service appointment statuses to exclude from schedule optimization. 3. Save your changes. The settings apply to optimizations that dispatchers run manually or in a scheduled job. 6. Optionally, define a default value to show in the Keep Scheduled Criteria field in the Scheduled Jobs tab and in the Optimize window in the Classic Dispatch Console. This field prevents service appointments with certain values from being dropped from the schedule during optimization, but it enables them to be moved to a different time slot or resource. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings**. 2. Under **Optimization**, click **Logic**. 3. Scroll to In-Day Optimization, and from Keep Scheduled Criteria, select the service appointment value to show by default. 4. Save your changes. The settings apply to optimizations that dispatchers run manually or in a scheduled job. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service appointment matches the criteria you define but violates a rule, it’s pinned and isn’t optimized. 7. Apply the in-day policy to scheduled jobs and define that job to run several times a day. 8. Let your dispatchers know that the optimization job can result in changes to the schedule if a more optimal schedule is created as a result of running the job. And remind them that they can select the in-day policy from the Optimize window in the Classic Dispatch Console. #### See Also - [Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US) - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) <!-- document id=023b4dedbb56b71b0804390329bfd24a756d1d48d531739d24e732daa6ccb8e6 url=/admin/current/en-us/service/264-0-0/pfs_optimization.md --> # Optimize Your Field Service Schedule Use schedule optimization to create an optimal schedule and help comply with service-level agreements while minimizing travel time, overtime, costs, and no-shows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Drive Field Service Strategic Outcomes with Data](https://help.salesforce.com/s/articleView?id=service.pfs_data_driven_scheduling.htm&release=264.0.0&type=5)** Go beyond basic operational efficiency and unlock smarter Field Service scheduling with Enhanced Scheduling and Optimization. - **[Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5)** Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed. - **[Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&release=264.0.0&type=5)** Optimize your team’s Field Service schedule by running optimization directly from the Classic Dispatch Console for one or more territories. Use optimization to handle last-minute changes to your schedule. Manual optimization is ideal for handling cancellations, appointments that got dropped from the Gantt and need to be rescheduled, and high-priority last-minute appointments. It’s especially useful when selecting a scheduling policy that uses in-day optimization, which can optimize your schedule in as little as 5 minutes. - **[Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&release=264.0.0&type=5)** Dispatchers can navigate last-minute schedule changes by rapidly optimizing their team’s schedule for one or more service territories on the day of service by manually running the optimization from the Classic Dispatch Console. You can also run in-day optimization automatically several times a day using scheduled jobs, or run jobs manually, as needed. - **[Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&release=264.0.0&type=5)** In Field Service, when last-minute developments occur like canceled jobs or lateness, use Resource Schedule Optimization (RSO) to design the best schedulefor an individual service resource. - **[Use Cases for Field Service Multiday Work Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_multiday_optimization.htm&release=264.0.0&type=5)** Optimizing multi-day work alongside regular appointments has a direct impact on the KPIs that matter to asset-heavy field service organizations: fewer visits per asset, higher resource utilization, lower travel and mobilization cost, and schedules dispatchers trust without manual cleanup. During global and in-day optimization, the engine can schedule, move, or drop multiday work in order to improve the schedule quality. By dynamically adjusting multiday work alongside shorter appointments, the engine closes schedule gaps and reduces disruptions. - **[Optimization Horizon](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_horizon.htm&release=264.0.0&type=5)** Specify a time period for your Field Service optimization requests to focus optimization processing on the required dataset. - **[Monitor Field Service Schedule Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&release=264.0.0&type=5)** Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab. - **[Field Service Enhanced Scheduling and Optimization Error Messages](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_error_messages.htm&release=264.0.0&type=5)** Error messages indicate that something is blocking the operation or automation of scheduling and optimization services. Errors can occur due to operational issues, invalid data, logic configuration, or incorrect setup. - **[Gain Visibility into Optimizations with Field Service Optimization Insights](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_insights.htm&release=264.0.0&type=5)** In Field Service, learn at a glance if a global or in-day optimization reduces travel time or improves utilization. As you refine a scheduling policy, view a snapshot of optimization results and KPI changes. - **[Get Information on Optimization with Field Service Optimization Center](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_center.htm&release=264.0.0&type=5)** Optimization Center is where you can find all features related to monitoring Field Service activities and troubleshooting issues. It gives you visibility into how Field Service is used and how it affects your business. - **[Get Scheduling Recommendations with Field Service Appointment Insights](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_parent_page.htm&release=264.0.0&type=5)** Learn how Appointment Insights can help you improve the scheduling of service appointments. Appointment Insights helps you understand why a service appointment can’t be scheduled during optimization and which work rules are preventing its scheduling. - **[Set Up After Field Service Sandbox Refresh](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_sandbox_after_refresh.htm&release=264.0.0&type=5)** After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active. Then configure your Salesforce sandboxes to use independent remote sites for street-level routing (SLR) and optimization services, and verify your default policies and operating hours. #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") - [Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&release=264.0.0&type=5 "Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.") - [Work in the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_tab_and_console.htm&release=264.0.0&type=5 "The Field Service Classic Dispatch Console, also known as the dispatcher console, is the original main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart showing upcoming appointments, active team members, and more. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console.") <!-- document id=007e166afb8a918050c35b75233c82afcc33cf21e9b2d668a6fb0ffb128eac3b url=/admin/current/en-us/service/264-0-0/pfs_optimize_dispatcher.md --> # Optimize Your Schedule from the Field Service Classic Dispatch Console Optimize your team’s Field Service schedule by running optimization directly from the Classic Dispatch Console for one or more territories. Use optimization to handle last-minute changes to your schedule. Manual optimization is ideal for handling cancellations, appointments that got dropped from the Gantt and need to be rescheduled, and high-priority last-minute appointments. It’s especially useful when selecting a scheduling policy that uses in-day optimization, which can optimize your schedule in as little as 5 minutes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d148667e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d148667e72 ">To optimize from the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d148667e72 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions</li> <li>FSL Dispatcher Permissions</li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d148667e72 ">To use the Keep Schedule Criteria field in the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d148667e72 ">FSL Keep Scheduled Criteria</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. On the appointment list’s action menu, select **Optimize**. 2. Select the service territories. You see only territories that are selected in the Classic Dispatch Console. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve enabled [Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) (available only with Enhanced Scheduling and Optimization), and the scheduling policy is configured to run global optimization, you can optimize requests that are over 50,000 service appointments or 1,000 service resources. 3. Select the start and end dates of the horizon you want to optimize. The default is the horizon shown in the Classic Dispatch Console. To avoid scheduling conflicts, it’s recommended to run optimizations for the current day, and at the most for two days. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The optimization scheduling horizon uses the time zone configured on the logged-in user's Salesforce profile (or the executing integration user for automated processes). 4. Select whether you want to optimize only appointments that aren’t scheduled or both scheduled and unscheduled appointments.  When you select only unscheduled appointments, appointments that are already scheduled are pinned. 5. Select a scheduling policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note It’s recommended to select a policy that uses in-day optimization as it takes a maximum of 5 minutes, while other policies run for several hours. 6. To specify the type of appointments to optimize, select [optimization criteria](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&language=en_US). Only appointments that meet the criteria are optimized. For example, you can optimize only those appointments defined as In Jeopardy or Emergency. 7. If you’re using Enhanced Scheduling Optimization and have permission, define the criteria to keep appointments scheduled during optimization. For example, you can ensure that critical appointments with customer commitments are optimized but are never removed from the Gantt. These appointments can move to a different time slot or resource but remain scheduled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note  If a service appointment matches the criteria you define, but it violates a rule, it’s pinned and isn’t optimized. To move the service appointments, for example, to fix the rule violations, select **None** from Keep Scheduled Criteria. 8. Click **Optimize**. The Gantt is shaded in green and is locked during optimization. ![Gantt with green background](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_in_day_green.png) #### See Also - [Set Up Optimization of Large Field Service Datasets with Dynamic Scaling (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?language=en_US&id=sf.pfs_set_up_jobs_enhanced.htm&type=5) - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) <!-- document id=03e57ae40262ea2b21f3d6318327dae6035828c6689bbfb14628c2797274c809 url=/admin/current/en-us/service/264-0-0/wfs_optimize.md --> # Optimize Your Schedule in Workforce Scheduling Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling supports three types of optimization runs. - Global Optimization rebalances appointments across one or more service territories over a range of days, typically as an overnight batch. It’s the most thorough type and is best for ensuring long-term schedule quality. - In-Day Optimization rebalances the current day’s appointments when the situation changes — a resource is sick, an appointment cancels, or a job runs long. It’s fast and typically scoped to the day of service and the day that follows. - Resource Schedule Optimization (RSO) rebalances a single resource’s schedule. Use it for example when you need to fill gaps in the schedule for a specific resource without affecting the rest of the team. Trigger global or in-day optimization through the Workforce Scheduling optimization [APIs](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). Or, trigger resource schedule optimization from the [Operations Console (Gantt)](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_optimization_parent.htm&type=5&language=en_US). Configure org-level settings that control which appointments the optimizer can move, and what happens when a schedule change lands during a run, on the Workforce Scheduling Setup page, and apply to each optimization type. The optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned or in a pinned status. - **[What’s Workforce Scheduling Optimization?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_what_is_opt.htm&release=264.0.0&type=5)** Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only. - **[How Does Workforce Scheduling Optimization Work?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_how_it_works.htm&release=264.0.0&type=5)** Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only. - **[Prioritizing Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5)** Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only. - **[Resource Schedule Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5)** In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only. - **[In-Day and Global Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5)** Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only. #### See Also - [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=c011ce9af64f3a3b26fd41fe5d250d4ff015946973b81181999e293fa909cba7 url=/admin/current/en-us/service/264-0-0/omnichannel_optimized_routing_for_ai_agents.md --> # Optimized Routing for Agentforce Agents and Enhanced Bots Agentforce agents and enhanced bots use optimized routing to connect users to support faster. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Agentforce agents and enhanced bots use optimized routing to reduce the time between a user starting a conversation and receiving a first response. Omni-Channel connects users directly to the agent or bot as soon as the conversation starts, instead of waiting for multiple routing confirmation steps to complete. This approach removes background steps from the connection path, resulting in faster, more responsive interactions. **How Routing Works** Previously, routing a conversation to an agent or bot required a series of confirmation steps before the connection was established. Because Agentforce agents and enhanced bots are always available, the updated routing process skips those steps and connects the user immediately. The updated routing behavior includes these steps: - Omni-Channel skips creating a Pending Service Routing (PSR) record. - Omni-Channel creates the AgentWork record in the Opened (Accepted) status. - The agent or bot immediately joins the conversation. <!-- document id=db75401ecae8bfea016d6b90e949727fddf43e2e85ed6156d8db044acab34163 url=/admin/current/en-us/service/264-0-0/knowledge_maps_about.md --> # Organize Articles and Improve Navigation with Knowledge Maps (Generally Available) Knowledge Maps organize your articles in a hierarchical structure, making it easier for users to discover and navigate content while maintaining a consistent and well-structured knowledge base. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Knowledge Maps](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_setup.htm&release=264.0.0&type=5)** To organize your knowledge articles into a clear, hierarchical structure, turn on Knowledge Maps. - **[Create Knowledge Article Relationships](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_create_article_relationships.htm&release=264.0.0&type=5)** Build parent-child hierarchy for your knowledge articles. - **[Automate the Approval Process for Knowledge Article Relationships](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_automate_approval_process.htm&release=264.0.0&type=5)** If needed, you can automate the process for reviewing and approving knowledge article relationships. Knowledge Managers can review, approve, or reject the hierarchy of knowledge articles before they’re published. - **[Manage Article Hierarchy in the Knowledge Maps Component](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_component_manage_hierarchy.htm&release=264.0.0&type=5)** The Knowledge Maps component shows your knowledge articles in a clear, hierarchical structure. You can easily reorganize the structure and order of your articles directly within the Knowledge Maps component. <!-- document id=def23d7be69c24278c602c0e0058dfb414888864e7bd9755e75a27af2f769ed1 url=/admin/current/en-us/service/264-0-0/voice_organize_voice_call_records_in_workspace_tabs.md --> # Organize Voice Call Information into Separate Workspace Tabs To keep call information separate and organized when reps begin calls from the console, open voice call records in unique workspace tabs rather than subtabs of related workspace tabs. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114063e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 ">To view the Partner Telephony Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114063e73 "> <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> Sales Engagement must be enabled for this feature to be visible. 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup, depending on your telephony model. 2. Turn on **Open Voice Calls in a New Tab**. <!-- document id=ecdaf6405b428347681744be16ca5176cf4373677e7900faf5f35f65001de896 url=/admin/current/en-us/service/264-0-0/csi_overview.md --> # Overview and Key Concepts Customer Signals Intelligence (CSI) gives you an understanding of your customer's experience by turning all the fragmented interaction data into a unified source of truth. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Data 360 and the Customer Signals Intelligence add-on</td></tr></tbody></table> By centralizing disparate touchpoints, it empowers businesses to gauge: - Customer Sentiment: Understanding the emotional tone of customer interactions (positive, negative, neutral, mixed). - Contact Reasons: Identifying recurring themes and subjects discussed by customers. CSI also provides a comprehensive dashboard to visualize and interact with these insights, empowering businesses to make data-driven decisions to enhance Customer Signals. Here’s a look at how data flows in CSI: ![Data flow in Customer Signals Intelligence.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_overview.png) 1. **Ingest**: Data is ingested from various Salesforce touchpoints via CRM connectors (for example, cases, emails, surveys) and custom connectors (chat, voice) into Data 360. Credits are utilized only while ingesting data from third-party sources. 2. **Transform**: In Data 360, the raw interaction data is transformed and normalized into a consistent format and the output is stored as records in the Engagement Analysis Text object. 3. **Analyze**: From Data 360,  Engagement Analysis Text records are pushed to a streaming service to generate insights using a Large Language Model (LLM). The insights are ingested back into Data 360. 4. **Visualize**: The generated insights are then presented in an intuitive dashboard within Data 360, so that you can easily explore trends, identify patterns, monitor metrics, and trigger actions. Here are some key concepts for CSI: - **Channel**: Any method or avenue through which a business interacts with its customers to market products, facilitate sales, or provide support. For example, email, phone, live chat, SMS, social media (for example, WhatsApp, Facebook, X). - **Insights**: Deep, actionable understandings of customers derived from analyzing data (behavior, transactions, feedback) to reveal their needs, motivations, and patterns. The insights generated in CSI are contact reasons, targeted sentiment, sentiment, entity, key phrase, and product. - **Agent Action**: Actions are how agents get things done. Agents include a library of actions, which are the tools an agent can use to do its job. For example, if a user asks an agent for help with writing an email, the agent first selects a topic, then it launches an action that drafts and revises the email and grounds it in relevant Salesforce data. - **Contact Reason Insights**: Identify contact reasons or themes in customer behavior for insights into preferences. For example, if customers frequently complain of calls being dropped, the contact reason is dropped calls. Generating contact reason insights consumes Data Services credits and Flex credits. - **Targeted Sentiment Insights**: When multiple aspects are included in customer interaction, sentiment is associated to specific objects. For example, the flight was delayed but the food was good. The delay is associated with a negative sentiment and the food is associated with a positive sentiment. Generating targeted sentiment insights consumes Data Services credits and Flex credits. - **Sentiment Insights**: Measure the overall sentiment of customers for a product or service. For example, the flight was on time. The sentiment insights generated are positive. Generating sentiment insights consumes Data Services credits and Flex credits. - **Entity Insights**: Identify and categorize specific information from customer interactions or feedback. For example, product and customer names. Generating entity insights consumes Data Services credits and Flex credits. - **Key Phrase Insights**: Extract the most important phrases from a text to summarize key points or reasons for contact from customer feedback. For example, the experience was not great due to appalling service. Here the key phrase is appalling service. Generating key phrase insights consumes Data Services credits and Flex credits. - **Product Insights**: Extract actionable insights from customer feedback, including sentiment towards the product, positive and negative features mentioned in customer reviews, and the reasons customers contacted support. Products are identified based on the products uploaded in the Product DMO. Products are identified from the interactions and mapped to the uploaded products in the DMO and the sentiment is matched. Generating product insights consumes Data Services credits and Flex credits. - **Clustering**: A machine learning technique used to group a set of objects in such a way that objects in the same group (called a cluster) are more similar to each other than to those in other groups. In CSI, contact reasons are grouped into clusters. <!-- document id=212a14c9636a8fe58c960cab21bdedb24751975821e53571caa213df4a7fa01a url=/admin/current/en-us/service/264-0-0/es_overview_of_screen_flows_for_managing_employees.md --> # Overview of Screen Flows for Managing Employees Your service representatives can use screen flows to create and update employee records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> | Screen Flow Name | Purpose | | --- | --- | | Create Employee | Create a person account and an employee record by using the information that the flow user provides. | | Update Employee | Update the person account and employee records based on the information that the flow user provides. | - **[Configure Field-Level Security of Employee2 Fields](https://help.salesforce.com/s/articleView?id=service.es_configure_field_level_security_employee_fields.htm&release=264.0.0&type=5)** Use Object Manager to set field-level security settings of the fields in the Employee2 object. - **[Modify the Create Employee Flow](https://help.salesforce.com/s/articleView?id=service.es_create_a_flow_by_using_the_create_employee_template.htm&release=264.0.0&type=5)** Service representatives use the Create Employee flow to create employee records. Customize the flow to meet your business requirements. - **[Modify the Update Employee Flow](https://help.salesforce.com/s/articleView?id=service.es_create_a_flow_by_using_the_update_employee_template.htm&release=264.0.0&type=5)** Service representatives use the Update Employee flow to modify the details in employee records. Customize the flow to meet your business requirements. <!-- document id=0e6081973e14c94a10479191b66f41e6f85ec3a95a077bc614e27695c8d76dc7 url=/admin/current/en-us/service/264-0-0/bots_service_block_package.md --> # Package an Einstein Bot Block Create a managed package to share your bot blocks between orgs or on AppExchange. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96091e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96091e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96091e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Bot blocks are supported for standard bots. You can’t create a block from a dialog group with transfer action dialog steps or Einstein Intent Sets. Instead, create another version of your block without the transfer action dialog steps or Einstein Intent Sets. To include intent data in a bot block, add utterances manually to your bot. To include intent data in a bot template, add utterances manually to your bot. See [Import Intent Data to a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_bot.htm&release=264.0.0&type=5 "Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances."). Bot blocks can be created using first-generation packages. To create a first-generation managed package, see [Create a First-Generation Managed Package](https://developer.salesforce.com/docs/atlas.en-us.pkg1_dev.meta/pkg1_dev/creating_packages.htm). 1. To create a package, choose a packaging type and follow the corresponding guide. 2. Add your bot block. 3. If you’re including variables, entities, Flows, or custom Apex code, add them to the package. <!-- document id=a845b4e04b0d384924b194ff15b766785d26f3a59cb251b1c3d504417e3b5d93 url=/admin/current/en-us/service/264-0-0/bots_service_create_package_template.md --> # Package an Einstein Bot Template Create a managed package to share your bot templates between orgs or on AppExchange. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43852e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43852e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43852e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Bot templates are supported for standard bots. You can’t create a template from a bot with transfer action dialog steps or Einstein Intent Sets. Instead, create another version of your bot without the transfer action dialog steps or Einstein Intent Sets. To include intent data in a bot template, add utterances manually to your bot. See [Import Intent Data to a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_bot.htm&release=264.0.0&type=5 "Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances."). When creating a managed package, you can choose to create a first- or second-generation managed package. To understand the difference between these approaches, see [Comparison of First- and Second-Generation Managed Packages](https://developer.salesforce.com/docs/atlas.en-us.pkg2_dev.meta/pkg2_dev/sfdx_dev_dev2gp_comparison.htm). To create a first-generation managed package, see [Create a Package](https://developer.salesforce.com/docs/atlas.en-us.pkg1_dev.meta/pkg1_dev/creating_packages.htm) in the First-Generation Managed Packaging Developer Guide. To create a second-generation managed package, see [Before You Create a Second-Generation Managed Package](https://developer.salesforce.com/docs/atlas.en-us.pkg2_dev.meta/pkg2_dev/sfdx_dev_dev2gp_before.htm) in the Second-Generation Managed Packaging Developer Guide. 1. To create a package, choose a packaging type and follow the corresponding guide. 2. Add your bot template. 3. If you’re including variables, entities, Flows, or custom Apex code, add them to the package. <!-- document id=76306711141fc65bead1a6c806ac3941b2e8a8dd098a64de8b75676f5eb9e6cb url=/admin/current/en-us/service/264-0-0/knowledge_lightning_page_layouts.md --> # Page Layout Considerations for Lightning Knowledge A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58782e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58782e59 ">To customize page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58782e59 ">Customize Application</td> </tr> </tbody> </table> You can use a page layout to customize fields, actions, and related lists for each record type and user profile. For example, when sensitive data is involved, you can customize a page layout by user profile. Then only support reps assigned the user profile can see sensitive fields in the article. Consider these tips when you configure page layouts for Knowledge. - Authoring actions that you add to the Salesforce Mobile and Lightning Experience Actions section of the page layout appear in the highlights panel on record pages in Lightning Experience and the Salesforce mobile app. - To use inline edit with Knowledge, add the Publication Status field to your standard page layout. The Publication Status field must be in the standard page layout, not in a compact layout. However, the field can appear in both the standard and compact layouts. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If the Publication Status field is in a collapsed layout section, you must expand the section to load the edit icons before you can use inline editing. To increase the accessibility of inline editing, add the Publication Status field to a layout section that is likely to always be open. - The Title and URL Name standard fields are required. You can’t remove them from the layout. - To control which audiences can view an article, add these fields to the page layout: Visible in Internal App; Visible to Customer; Visible to Partner; and Visible in Public Knowledge base. The fields appear as checkboxes in the record. #### See Also - [How Page Layout Elements Display in Lightning Experience](https://help.salesforce.com/s/articleView?id=platform.layouts_in_lex.htm&type=5&language=en_US) - [The Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=platform.customize_layoutcustomize_pd.htm&type=5&language=en_US) - [Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5 "Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.") - [Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5 "Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.") - [Set Up Primary Article and Translation Side-By-Side View](https://help.salesforce.com/s/articleView?id=service.knowledge_primary_translation_comparison_view.htm&release=264.0.0&type=5 "Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article.") <!-- document id=57c9d64ba8d4082daf0aabeb5f0a66bd692d18bd8a9d3583816db225372e28cc url=/admin/current/en-us/service/264-0-0/partner_contact_center.md --> # Partner Contact Center Connect Salesforce with your preferred telephony or contact center as a service (CCaaS) provider to engage with customers across voice, messaging, email, and web forms. Partner Contact Center connects Salesforce with the telephony or contact center technology that your organization already uses or prefers. Use it to bring customer conversations, service work, routing, and customer data into Salesforce while keeping your chosen telephony or CCaaS provider. Here are the channels that are included in Partner Contact Center. You can mix and match channels across contact center models. | Channel | Description | | --- | --- | | [Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US) | Deliver personalized phone service and outbound customer engagement by connecting Salesforce with an external telephony or CCaaS provider. | | [Messaging](https://help.salesforce.com/s/articleView?id=service.byoc_byoccaas_intro.htm&language=en_US) | Customers contact your contact center via a messaging integration from your CCaaS provider. Service reps respond to messages from the Service Console or custom Salesforce app. | | [Email](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&language=en_US) | Customers send emails to you, and the emails are turned into cases. | | [Web forms](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&language=en_US) | Customers fill out a form on your website and submit it, and the forms are turned into cases. | <!-- document id=31cfa6f20f8e86db734aba82ecec22f6d07a528640b77950b99a8e1a2c0f502a url=/admin/current/en-us/service/264-0-0/byoc_byoccaas_intro.md --> # Partner Contact Center Messaging Connect messaging from an external contact center as a service (CCaaS) provider so that service reps can manage customer conversations in Salesforce with the option of unified partner-owned routing. Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS) lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging, Voice, and other channels together. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start learning about Partner Contact Center Messaging"></span> </p> <p> <strong>Get Started</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&release=264.0.0&type=5" title="Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce.">Set Up Partner Contact Center Messaging</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_glossary.htm&type=5&language=en_US" target="_blank">Messaging Glossary</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pcc_messaging_considerations_limitations.htm&release=264.0.0&type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for CCaaS.">Considerations and Limitations for Partner Contact Center Messaging</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Set up Partner Contact Center Messaging"></span> </p> <p> <strong>Enable Partner Contact Center Messaging</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&release=264.0.0&type=5" title="Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.">Prepare Your Service Reps</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&release=264.0.0&type=5" title="Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.">Prepare Your Salesforce Org</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_create_channel.htm&release=264.0.0&type=5" title="To create a Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channel as part of a contact center, follow the setup flow.">Create a Channel</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&release=264.0.0&type=5" title="Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Salesforce Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect.">Add Messaging to a Partner Telephony Contact Center</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.voice_add_voice_to_messaging_contact_center.htm&type=5&language=en_US" target="_blank">Add a Voice Channel to a Partner Contact Center</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_optimize_2.png" alt="Increase productivity"></span> </p> <p> <strong>Increase Productivity</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&release=264.0.0&type=5" title="Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.">Route Data to Objects in Bring Your Own Channel</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_byoc_ccaas_ai_agent.htm&release=264.0.0&type=5" title="When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent.">Set Up an Agentforce Service Agent for Bring Your Own Channel</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&type=5&language=en_US" target="_blank">Configure After Conversation Work Time</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_develop_1.png" alt="Develop"></span> </p> <p> <strong>Develop</strong> </p> <p> <a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/overview" target="_blank">Partner Contact Center Messaging Developer Guide</a> </p> <p> <a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/add-messaging-to-voice.html" target="_blank">Update a Salesforce Voice with Partner Telephony Managed Package to Add Messaging</a> </p> <p> <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm" target="_blank">Salesforce Voice with Partner Telephony Developer Guide</a> </p> <p style="margin-bottom:0;"> <a href="https://developer.salesforce.com/docs/service/interaction-service-api/overview" target="_blank">Interaction Service API Developer Guide</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_learn_2.png" alt="Learn more"></span> </p> <p> <strong>Learn More</strong> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_pcc_compare_capabilities.htm&release=264.0.0&type=5" title="Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.">Compare the Capabilities of Partner Contact Center Messaging to Partner Messaging</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_audience_end_2.png" alt="Get support."></span> </p> <p> <strong>Get Support</strong> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_byoc_get_support.htm&release=264.0.0&type=5" title="Get help with Bring Your Own Channel for Contact Center as a Service (CCaaS) directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your CCaaS provider.">Get Expert Support</a> </p> </td> </tr> </tbody> </table> <!-- document id=d5107eeef63e82c1cf0e7f25f1bb5721f03ba9f695b7cc3ed165048b67dc73d0 url=/admin/current/en-us/service/264-0-0/partner_messaging_map.md --> # Partner Messaging Use your favorite features from your preferred messaging provider while giving service reps and supervisors a consistent experience within Salesforce. Connect an external messaging provider to Salesforce with Partner Messaging (formerly Bring Your Own Channel for Messaging). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start learning about Partner Messaging"></span> </p> <p> <strong>Get Started</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&release=264.0.0&type=5" title="Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.">Set Up Partner Messaging</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.miaw_glossary.htm&type=5&language=en_US" target="_blank">Messaging Glossary</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.">Considerations and Limitations</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Set up Partner Messaging"></span> </p> <p> <strong>Enable Partner Messaging</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_users.htm&release=264.0.0&type=5" title="Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging.">Prepare Your Reps</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&release=264.0.0&type=5" title="Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console.">Prepare Your Salesforce Org</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_install.htm&release=264.0.0&type=5" title="To create a Bring Your Own Channel for Messaging channel, follow the setup flow.">Create a Messaging Channel</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_optimize_1.png" alt="Increase productivity"></span> </p> <p> <strong>Increase Productivity</strong> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&release=264.0.0&type=5" title="Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object.">Route Data to Objects in Bring Your Own Channel</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_ai_agent.htm&release=264.0.0&type=5" title="When you install a managed package to set up Bring Your Own Channel for Messaging, your messaging vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent.">Set Up an Agentforce Service Agent for Partner Messaging</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&type=5&language=en_US" target="_blank">Configure After Conversation Work Time</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_develop_1.png" alt="Develop"></span> </p> <p> <strong>Develop</strong> </p> <p> <a href="https://developer.salesforce.com/docs/service/messaging-partner/overview" target="_blank">Partner Messaging Developer Guide</a> </p> <p> <a href="https://developer.salesforce.com/docs/service/messaging-partner/guide/create-your-own-integration.html" target="_blank">Create Your Own Messaging Provider Integration for Partner Messaging</a> </p> <p> <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm" target="_blank">Salesforce Voice with Partner Telephony Developer Guide</a> </p> <p style="margin-bottom:0;"> <a href="https://developer.salesforce.com/docs/service/interaction-service-api/overview" target="_blank">Interaction Service API Developer Guide</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_learn_2.png" alt="Learn more"></span> </p> <p> <strong>Learn More</strong> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5" title="Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side.">Compare Capabilities</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_audience_end_2.png" alt="Get support."></span> </p> <p> <strong>Get Support</strong> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_get_support.htm&release=264.0.0&type=5" title="Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider.">Get Expert Support</a> </p> </td> </tr> </tbody> </table> - **[Compare the Capabilities of Bring Your Own Channel for Messaging to Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_compare_capabilities.htm&release=264.0.0&type=5)** Explore the capabilities of Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS Messaging channels in Agentforce Service (formerly Service Cloud), and compare them side by side. - **[Considerations and Limitations for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5)** Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging. - **[Set Up Partner Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&release=264.0.0&type=5)** Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce. - **[Get Expert Support for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_get_support.htm&release=264.0.0&type=5)** Get help with Bring Your Own Channel for Messaging directly from the experts. If you need assistance, find out whether it’s best to contact Salesforce Support or your messaging provider. <!-- document id=1864c6289337bb9a8e862b3a04abfe166ccc9c05218f9b3847008177b908139f url=/admin/current/en-us/service/264-0-0/ifs_dashboards_parts.md --> # Parts and Inventory Dashboard Get insights on your inventory and products. Track and analyze stock levels, consumption rates, demand, and request statuses. To refine your view, select from the filters and review the high-level statistics. In the charts, you can see data on products items, consumed and required products, and product requests. | KPI | CALCULATION | | --- | --- | | Total Product Items | Total from the Quantity On Hand field. The source is the Product Item object. | | Total Products Required | Total from the Quantity Required field. The source is the Product Required object. | | Total Products Consumed | Total from the Quantity Consumed field. The source is the Product Consumed object. | | Total Product Requests | Total from the Quantity Requested field. The source is the Product Request–Product Request Line Item child object. | | Total Product Items | Top 10–20 products available listed in descending order of quantity on hand. The source is the Product Item object. | | Products Required | Total number of products required sorted by product name. The source is the Product Required object and looks up to the Product object. | | Products Required by Work Type | Top products required sorted by work type. The source is the Product Required object and looks up to the Work Type object. | | Products Consumed | Total product consumed sorted by product name. The source is the product lookup. | | Product Requests | Most requested products listed in descending order. The source is the Product Request–Product Request Line Item child object. | | Product Requests by Status | Product requests sorted by status. The source is the Product Request–Product Request Line Item child object. | <!-- document id=a4b0cf19dfb1e33126749836a0df5979de7dd7d88f067c287fa3a0c64cf78347 url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_rule_pass.md --> # Pass the Rule Name as Input to a Flow To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. To enable a rule to be passed as an input variable, under Setup, go to Release Updates, and then click **Get Started** for the Pass the Conversation Intelligence Rule Name as Input to a Flow release update. ![The Pass the Conversation Intelligence Rule Name as Input to a Flow release update appears in the list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_release_update_intelligence_rule.png) 2. In the flow, create an input variable that stores the rule that uses the keywords. 1. In API Name, enter ruleDevName. The value must use this API name. 2. In Data Type, select **Text**. 3. Select **Available for input**. ![The rule input variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_con_intelligence_devrulename_variable.png) 3. Save the flow. #### See Also - [_Trailhead_: Learn About Flow Variables](https://trailhead.salesforce.com/content/learn/modules/flow-basics/learn-about-flow-variables) - [Create the Recommendation Strategy Flow for Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_create.htm&release=264.0.0&type=5 "To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations.") <!-- document id=919b3aa0d027f73c5bf395ea983b713a80b4a9a0244927048860d650c16b73a2 url=/admin/current/en-us/service/264-0-0/csi_pause_data_transform.md --> # Pause a Data Transform To stop generating insights temporarily and reduce flex credit consumption, pause the data transform. Data processing stops across the entire pipeline and any in-progress processing is terminated within 20 minutes. Interactions that were being processed when the transform was paused can't be processed again. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Custom Channels available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d1882e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1882e71 ">To pause transform:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1882e71 ">Data Cloud Admin permission set</td> </tr> </tbody> </table> 1. From Setup, use Quick Find to go to **Customer Signals Intelligence**. 2. From Configure Channels and Insights, go to the channel you want to pause insights for and click **Edit**. 3. Turn on **Pause Data Transform**. To start generating insights again, turn off **Pause Data Transform**. Select the date from when you want insights to be generated. <!-- document id=1992e9f98b2b74587096a546666390ebd192d90b1c83106edbd212d065569ec5 url=/admin/current/en-us/service/264-0-0/voice_agents_record_calls.md --> # Pause Call Recording to Honor Customer Privacy Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d25964e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25964e78 ">To pause and resume call recordings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25964e78 ">Control Call Recordings</td> </tr> </tbody> </table> The default setting for call recording depends on your telephony provider and its configuration. For Amazon Connect, call recording is turned on by default. If your company is using the sample Amazon Connect contact flows that Salesforce provides, then call recording begins when the call is connected to a rep. An administrator can configure when calls are recorded in the contact flows in Amazon Connect. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important For data protection reasons, all users with access to Salesforce Voice call recordings must agree to being recorded. The first time a user tries to listen to a call recording or make or receive a call, they see a message asking them to agree to being recorded. If the user doesn’t agree, they can’t make or receive calls or listen to call recordings, and they’re prompted again the next time they log in. 1. To pause the recording, click **Recording** in the Omni-Channel utility or the **Recording** radio button in the Phone component. ![Recording button in the Omni-Channel utility and in the Call Controls component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_omni_utility_recording_v2.png) 2. To resume recording, click the button again. #### See Also - [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&release=264.0.0&type=5 "To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.") <!-- document id=87b7b596b6ad21412d45e0d7907ef616b021f2834fa8f746be9f8025d6b7a4f7 url=/admin/current/en-us/service/264-0-0/sla_pause_individual_milestone.md --> # Pause Individual Milestone on Records Pause an SLA milestone on work orders, incidents, problems, and change requests when an action is out of the service rep’s control. The milestone timer stops when the milestone is paused, and the target date is reevaluated when the service rep unpauses it. This feature provides better visibility into delays and ensures accurate reporting. You can only pause active milestones. ### Required Editions | Required Editions | | --- | | Available in: Lightning Experience | | Available in: **Unlimited**, and **Enterprise**, and **Performance** Editions with Agentforce IT Service | <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39317e81">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39317e81 ">To create or edit milestones:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39317e81 ">Manage Entitlements</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter and select **Entitlement Settings**. 2. Turn on **Pause milestones manually**. <!-- document id=07ffdd9bd382ec51e69b9b2d861e203bc6407ddc36c22beb508df96c9f804910 url=/admin/current/en-us/service/264-0-0/hr_svc_pchx_dir_dpst_mgmt_subagnt.md --> # Paychex Direct Deposit Management Subagent Handles requests related to managing direct deposit details for employees who use Paychex. Fetches account number, account type, routing number, payment type, value, priority, and start date information, and updates the value or payment type on a direct deposit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143899e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143899e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143899e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143899e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143899e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">PaychexDirectDepositManagement</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Get Worker Direct Deposits</li> <li>Update Worker Direct Deposit</li> </ul> </td> </tr> </tbody> </table> <!-- document id=0282c06b771025a21e270d501e9f8f7d1128be7b9481ec6da8c0de7878beb10d url=/admin/current/en-us/service/264-0-0/messaging_payment_comp_prop.md --> # Payment Component Properties Use this table to fill WhatsApp payment component properties. | Property Name | Description | | --- | --- | | Footer (Optional) | The footer text (up to 60 characters) that shows in your message. | | Country | Select the country for WhatsApp Pay. | | Message Body | The body text (up to 1024 characters) that shows in your message. | | Currency | Select the currency for processing payment. | | Shipping Amount (Optional) | Select or enter the shipping amount. To dynamically populate this property value, create a custom parameter. | | Merchant Name (Optional) | The merchant name. This property is mandatory if you’re using PIX for payment. | | Header Text (Optional) | The message header that asks customers to make a payment. | | Header Image (Optional) | The message header image that asks customers to make a payment. If you are using this property, make sure you also configure the Header Text property. | <!-- document id=26c2db2cce89b0fb9da0de9d8f325c05a982b5382a6b1387d3594e91b86687f2 url=/admin/current/en-us/service/264-0-0/workforce_engagement_perform_a_quality_evaluation.md --> # Perform a Quality Evaluation Assess and score agent interactions using evaluation forms to measure performance and capture final percentage quality grades. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114641e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114641e60 ">To evaluate</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114641e60 ">Quality Analyst </td> </tr> </tbody> </table> 1. From the **Voice Calls**, **Messaging Sessions**, or **Cases** tab, select the interaction you want to evaluate. 2. Click **Start Evaluation**. 3. In the Select participants and form screen, select the participant you want to evaluate. 4. Select the Evaluation form. 5. Click **Evaluate**. 6. Answer the assessment questions and click **Submit** when finished. If your admin has turned on the beta Autofill feature, you can use the Autofill to have AI fill out the answers, and click Submit after reviewing the answers. The Quality Evaluation component immediately shows the final percentage score and a performance label. <!-- document id=de66870a892d4bb772dbc95e97c087d5fa70e93ed8ae042f46d466ae8de9af59 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_risk_assmnt_example.md --> # Perform Change Risk Assessment for IT Services Conduct a risk assessment to understand the potential impact of a change before you implement it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Let's take an example of John, an IT fulfiller at Cumulus Bank who wants to calculate the Risk Score and Risk Level for his change request. He wants to let the stakeholders know whether the change request can be implemented or not based on the risk score. Change Request Details | field | example value | | --- | --- | | Change Request Number | CHG-000000016 | | Status | New | | Priority | Critical | ![risk evaluation in change management](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_chng_mgmt_risk_evaltn.png) John clicks **Start** to start the Risk Evaluation. He provides the answers to the questions on the next screen. ![risk questionnaire](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_chng_mgmt_risk_qstnr.png) He then clicks **Next** and answers the next set of questions. ![risk questionnaire](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_chng_mgmt_risk_questnr.png) He then clicks **Finish** and gets a risk score of 22, which is Low. Since the Risk Score is low, John can let the stakeholders know that the change is low-risk and ready for implementation, and can be deployed in the upcoming release. <!-- document id=56653ea5d82ecb4bb7036139cfe03f16604d9c528d82cb52b0e860c6e00abc7e url=/admin/current/en-us/service/264-0-0/mfs_perf_priming_limits_considerations.md --> # Performance Priming Limitations and Considerations The Salesforce Field Service mobile app intelligently primes data to support offline work. Note these limitations and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Government Cloud Plus</strong>. Turning on Performance Priming in Government Cloud Plus orgs can send data outside the authorization boundary. Contact your Salesforce account executive for more details.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## General The behavior of data priming depends on whether Performance Priming is disabled or enabled while a mobile worker is logged in: - **Disabling Performance Priming:** If an administrator disables Performance Priming while a mobile worker is logged into it, data priming fails. The worker receives the error message, "Organization is not registered for Performance Priming." To resume priming using legacy priming, the worker must log out and log back in to the Field Service mobile app. - **Enabling Performance Priming:** If Performance Priming is turned on while a worker is logged in and using legacy priming, legacy priming continues to function normally and completes successfully. ## Briefcase Rules - There’s a limit of 1,000 rules for generated briefcases. Customers with complex page layouts may not be able to prime to the full expected depth of related records. We notify admins if this occurs, and we show a warning on the generated briefcases. - Briefcase rules support up to 75,000 records per rule. Contact Salesforce if you need to increase this limit in a High Volume Briefcase. - An object can have a maximum of ten fields that are used in filters and relationships in briefcase rules. For instance, consider these scenarios: - Scenario A: "I need to see all service appointments I own" (using the OwnerId field). - Scenario B: "I want to view service appointments scheduled within the past or future 7 days." (using the ScheduledDate field). - Scenario C: "I need to find all bundled service appointments" (using the RelatedBundleId field). These three scenarios use three fields, leaving room for up to seven more before reaching the 10-field limit. ## Change Data Capture - Certain objects, which aren’t Change Data Capture (CDC) enabled, are only refreshed every 24 hours. To verify if an object type supports faster synchronization (delta sync), check the list of available objects under Setup > Integrations > Change Data Capture. If an object isn’t listed, it means it's not supported for more frequent updates. ## Connected Apps - Performance Priming is used to prime Standard Briefcases assigned to a connected app, such as Field Service Mobile for iOS or Android, through both app types. Note that priming doesn't differentiate by app type. If an admin selects only the iOS connected app, Android users still get those records. ## Delta Priming Delays - Delta priming for future-scheduled service appointments or service document templates may experience a delay of up to 24 hours. This delay occurs because the system checks for existing matches only one time every 24 hours. However, we check new records immediately via Change Data Capture. For example, if an admin configures the system to prime service appointments up to 7 days in the future: - An appointment scheduled 7.1 days away doesn't initially meet the 7-day criteria. - After 24 hours, the system re-checks. If the appointment is then 6.1 days away, it falls within the filter criteria and is primed. - As a result, an appointment could be within the future window (for example, between 6.1 and 7.0 days away) but it isn't primed until the next 24-hour check. This delay can be more significant with shorter priming windows; for a 2-day window, an appointment isn't primed until it’s 1.1 days away. This delay impacts the "Future Days in the Date Picker" and "Days After Current Service Date" settings within Field Service Mobile Settings. ## Error Reporting - We don't report errors encountered when priming individual records or metadata to users. ## List Views - Some list views on the mobile app don’t automatically refresh when new records are downloaded during delta sync. Relevant records are downloaded and cached. Users need to manually pull to refresh the UI view whether online or offline. This applies to custom tabs and Profile Absence lists. - Records deleted from the server aren’t automatically removed from mobile list views and may require a manual pull to refresh to see the changes. - When a list view that's referenced by a briefcase rule is modified after Performance Priming is enabled, the modification will be rejected. Instead, clone the list view, modify the cloned list view, and then update the list view referenced in Field Service Mobile Settings to the cloned list view. ## Lookup Relationships - Priming follows lookup relationships up to three levels deep from the primed record. For example, priming a service appointment also primes: - The related work order (level 1) - The account on that work order (level 2) - The asset on that account (level 3)Priming doesn't continue beyond the third level, even if further lookup relationships exist. ## Migration - Migration challenges can exist for customers that use specialized priming configurations, for example through connected app settings. ## Onboarding - When many mobile workers simultaneously onboard for an initial or full reprime on Performance Priming, the app may face priming delays. ## Profiles - Performance Priming will only automatically generate briefcases for up to 50 profiles that have the Field Service Mobile License assigned to active users. ## Records per User - An auto-generated Performance Priming Briefcase supports up to a total of 100,000 records primed per user. ## Related Lists - We prime up to 10,000 records in aggregate from related service appointments. However, a single Service Appointment record can't contribute more than 2,000 records to this total. Example: Consider a user with 10 service appointments, each linked to a parent work order. Each work order has a related list containing 3,000 work order line items. - The 10 service appointments and their 10 corresponding work orders are primed. - For the work order line items, the first 2,000 items from each of the initial 5 work orders are primed. This totals 10,000 records, which meets the overall related list limit. ## Resource Absences - When a new resource absence is added or removed, the Resource Absences list does not update in the Profile tab after delta priming. ## Scope Support - Briefcase only supports the Everything, Mine, and Assigned to Me scopes, even though a list view can use other scopes, such as Queue. ## Service Appointments - We prime a maximum of 2,000 service appointments. - Work Order and Work Order Line Item are the only parent objects for Service Appointment that are fully supported for Performance Priming. ## Unsupported Objects - Briefcases don't support some objects and they aren't primed for using Performance Priming. These objects include AssetAttribute, Milestone, and AssetType. <!-- document id=e5a8ec8e2f73a2c29f1a895de1608cec14542421657ba252f1d7f6a272dbf794 url=/admin/current/en-us/service/264-0-0/it_srvcs_compliance_prmsn_licenses.md --> # Permission Set Licenses for IT Compliance IT Compliance is delivered through add-ons that bundle the platform licenses, permission set licenses, and permission sets your team needs. Review the add-ons available to your org, then assign the right permission sets to your compliance admins, fulfillers, employees, and AI users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Assign these permission sets to your IT Compliance users based on their role. Each permission set grants the object, field, and feature access that the role needs to do its work. You can also create permission set groups in your org to bundle related permission sets and simplify assignment. ## Add-Ons for IT Compliance Turn on the right combination of add-ons in your org to unlock the IT Compliance features your team needs. IT Compliance Add-Ons | add-on | what's bundled | who needs it | | --- | --- | --- | | IT Service Management (Incident Management) add-on | Compliance Admin permission set license. Shared with Financial Services Cloud. | Compliance administrators who manage audits, risks, evidence, and policies. This bundling means ITSM customers already have what they need for compliance admins. | | IT Compliance Employee add-on | IT Compliance platform license, IT Compliance Employee permission set license, and the IT Compliance Submitter and IT Compliance Acknowledger permission sets. | Employees who submit evidence, respond to audit requests, or acknowledge IT compliance policies. | | AI Compliance add-on | AI Assist Compliance platform license and AI Compliance Admin permission set license. | Compliance administrators who use AI-powered features, such as AI-generated risk summaries. | | IT Compliance Fulfiller user license | IT Compliance Fulfiller permission set. Provided as a standalone user license, independent of any add-on. | Users who fulfill evidence requests on behalf of the compliance program with read-mostly access to compliance records. | ## IT Compliance Permission Sets IT Compliance Permission Sets | permission set name | what's included | | --- | --- | | Compliance Admin permission set | Primary access for compliance administrators to perform all activities in IT Compliance. Includes permissions to create and manage compliance audits, evidence requests, risks, controls, policies, and to verify evidence artifacts. Sourced from the Compliance Admin permission set license bundled with the IT Service Management add-on. | | IT Compliance Fulfiller permission set | Read-mostly access for users who fulfill evidence requests on behalf of the compliance program. Includes permissions to view assigned evidence requests, create and submit evidence artifacts, and update the status of in-progress work. Sourced from the standalone IT Compliance Fulfiller user license. | | IT Compliance Submitter permission set | Access for employees to submit evidence and respond to evidence requests through the Evidence Hub. Includes object-level permissions for evidence and audit records. Included in the IT Compliance Employee add-on. | | IT Compliance Acknowledger permission set | Access for employees to view, read, and acknowledge IT compliance policies assigned to them. Includes object-level permissions for policy records. Included in the IT Compliance Employee add-on. | | AI Compliance Admin permission set | Everything in Compliance Admin permission set plus access to AI-powered features for IT Compliance, such as AI-generated risk summaries and intelligent recommendations. Included in the AI Compliance add-on. | <!-- document id=dbf00f81b9eae0a02891334fb6f7b07b72122994b8dacd4352ac2c619f0805e2 url=/admin/current/en-us/service/264-0-0/it_srvcs_permission_sets.md --> # Permission Sets for Agentforce IT Service Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## How Permissions Work? - Permission sets are collections of settings and permissions that grant users access to various tools and functions. They are assigned to individual users to extend their access beyond their profile settings. - Permission set groups bundle multiple permission sets together based on user job functions or roles. Users assigned to a permission set group receive the combined permissions of all the permission sets in the group. Updates made to a permission set automatically propagate to all permission set groups that include it, simplifying management. - Users are assigned permission sets or permission set groups to grant them the necessary access for their roles. This approach ensures that users have the right level of access without over-permissioning. Permission Set License Topics | Topic | Link | | --- | --- | | Incident Management | [Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5 "Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.") | | Problem Management | [Problem Management Permission Sets for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "Users need permission set licenses to interact with settings, workflows, and features for Problem Management. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. Depending on the user role, determine which other permission set licenses to assign to users.") | | Change Request Management | [Change Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "Change Request Management users need permission set licenses to access and manage change records, workflows, and approvals. Understand what each permission set license offers. These licenses are provided out of the box and are required to get started with the Change Request Management process.") | | Release Management | [Release Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_perm_sets.htm&release=264.0.0&type=5 "Assign the necessary permission sets or permission set groups to users, based on their roles and responsibilities in your IT service team.") | | Self-Service Portal | [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need.") | | CMDB and Service Graph | [Permission Sets for CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_permission_sets.htm&release=264.0.0&type=5 "The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses.") | <!-- document id=0075c840af810def1067e774adb7be79be69c2b3bea8e4f4ba52f15b2512937f url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_permission_sets.md --> # Permission Sets for CMDB The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> <col> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" id="d40197e79">Included Permissions</th> <th scope="colgroup" class="slds-cell-wrap" colspan="5" style="vertical-align:top;" id="d40197e82">CMDB Permission Sets</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40197e88">IT Service Configuration Item Owner</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40197e91">IT Service Configuration Item Reader</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40197e94">IT Service Configuration Item Type Manager</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40197e97">IT Service Configuration Item Type Reader</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40197e100">IT Service Related Records Reader</th> </tr> </thead> <tbody> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">View configuration items </td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">Yes </td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">Yes</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">No</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">No</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">No</td> </tr> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">Create or edit configuration items </td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">No</td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">No</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">No</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">No</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">No</td> </tr> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">Own and manage assigned configuration items </td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">Yes</td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">No</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">No</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">No</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">No</td> </tr> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">View configuration item types</td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">No</td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">No</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">No</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">Yes</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">No</td> </tr> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">Create or manage configuration item types </td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">No</td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">No</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">Yes</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">No</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">No</td> </tr> <tr class=""> <td data-label="IT Service Configuration Item Owner" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e79 ">View related records (Incident, Problem, Change, Release) </td> <td data-label="IT Service Configuration Item Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e88 ">No</td> <td data-label="IT Service Configuration Item Type Manager" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e91 ">No</td> <td data-label="IT Service Configuration Item Type Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e94 ">No</td> <td data-label="IT Service Related Records Reader" class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e97 ">No</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40197e82 d40197e100 ">Yes</td> </tr> </tbody> </table> The permission sets give access to these CMDB objects: - Configuration Item - Configuration Item Type - Configuration Item Attributes - Configuration Item Attribute Set - Configuration Item Relationship - Related Record Link Additional Permission Sets | Permission Set Group | Purpose | | --- | --- | | IT Service Configuration Item Owner | Grants access to create and manage assigned configuration items and related records | | IT Service Configuration Item and Asset Discovery Manager | Grants access to create, manage, and view configuration items, configuration item types, and related relationships in CMDB. | <!-- document id=b289a618b2b03a0d146f94b2599d0be7fa8ba5d8e1c74e598394480a801c07ae url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_permission_sets.md --> # Permission Sets for Discovery The Discovery permission sets control access to key discovery features in Salesforce IT Service. The permission set groups determine who can view, manage, and execute discovery operations such as scans, targets, and credential management. Use these permission sets to assign the appropriate access for asset discovery and its related configuration data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Permission Set Group | Purpose | | --- | --- | | IT Service Configuration Item and Asset Discovery Manager | Grants access to manage discovery configurations, execute scan jobs, and view discovered asset information. | For Configuration Management Database (CMDB) related permission dependencies required for Discovery access, see [Permission Sets for CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_permission_sets.htm&release=264.0.0&type=5 "The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses."). <!-- document id=4d1e4a3d9df79fcea10814c39398e67071c12acde8744da95afbde40aa2f07bc url=/admin/current/en-us/service/264-0-0/it_srvcs_notif_perm.md --> # Permission Sets for IT Notifications Assign the Notifications Designer permission set to enable users to define notification triggers, create templates, and select delivery channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Permissions Sets for Notifications Assign permission sets to users to give them access to objects, fields, and features for notifications. Understand what each permission set license offers. Permission sets extend users’ functional access beyond their user profiles but can’t take access away. Permissions Sets for Notifications | PERMISSION SET | AUDIENCE | WHAT’S INCLUDED | | --- | --- | --- | | Notifications Designer | Admins who configure the notifications, including defining triggers, selecting channels, and creating templates. | Access to create and manage notifications across supported channels (Email, In-app, Slack, and Microsoft Teams). | <!-- document id=df364d86c5b6a93ce2bad18c18c6850a64c5cd41330cff298113c931dde6838b url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_prmsn_licenses.md --> # Permission Sets for Proactive Customer Operations Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> Proactive Customer Operations Permission Sets | Permission Set Name | What's Included | Who Needs It | | --- | --- | --- | | IT Fulfiller permission set | Create an incident from a case, and add or remove related cases from either record. Review an incident with its impacted accounts, contacts, and assets, and update affected configuration items to refresh the impacted customer list. | IT fulfillers, and the customer service reps who relate cases to incidents. | | Broadcast Communication Sender permission set license | Access to send broadcast communications to impacted customers from an incident or change request. | IT fulfillers who notify impacted customers. | The Service Assistant needs Data Cloud and Agentforce. To set up those features, see [Prerequisites for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prerequisites.htm&release=264.0.0&type=5 "Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them."). <!-- document id=d5fe292a6549b6c50e8d50a1e6ad0db3bd6510726d33b5d6accecf0705aabd59 url=/admin/current/en-us/service/264-0-0/it_srvcs_servsasstnt_permset.md --> # Permission Sets for Service Assistance for IT Incidents Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e71">Role</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e74">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124279e77">Tasks</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">Admin</td> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 "> <ul> <li>Service Planner Builder</li> <li>Data Cloud Architect</li> <li>Agentforce Default Admin</li> <li>Use Proactive Actions for IT Services</li> <li>Incident Fulfiller</li> </ul> </td> <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Creates a service assistant using the Agentforce ITSM Service Assistant template and adds the Service Assistant component to an Incident record page layout.</td> </tr> <tr class=""> <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">IT Fulfiller</td> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 "> <ul> <li>Service Planner User</li> <li>Access Agentforce Default Agent</li> </ul> </td> <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Uses the Service Assistant on an incident from investigation to resolution to get step-by-step plan of action.</td> </tr> <tr class=""> <td data-label="Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e71 ">Employee</td> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e74 ">Service Planner User</td> <td data-label="Tasks" class="slds-cell-wrap" style="vertical-align:top;" headers="d124279e77 ">Assign the servicePlanner user a custom permission that includes Read, View All fields, and View All records for the Incident object.</td> </tr> </tbody> </table> <!-- document id=af1f49dd824673f2188feb66c8108953cc435138691983e13a130f2292c355b3 url=/admin/current/en-us/service/264-0-0/sp_permissions.md --> # Permissions and Licensing for Service Assistant Specific permissions are required to access and use Service Assistant. ## Supported Editions and Licensing <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.666666666666664%"> <col style="width:33.33333333333333%"> <col style="width:16.666666666666664%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27677e48">Product</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27677e51">Supported Editions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27677e54">Available User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27677e57">Required Add-on Licenses</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d27677e48 ">Agentforce Service Assistant</td> <td data-label="Supported Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d27677e51 "> <ul> <li>Agentforce for Service Add-on - Enterprise Edition </li> <li>Agentforce for Service Add-on - Performance Edition </li> <li>Agentforce for Service Add-on - Unlimited Edition </li> <li>Service Cloud - Agentforce 1 Edition </li> <li>Service Cloud - Performance Agentforce 1 Edition </li> </ul> </td> <td data-label="Available User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d27677e54 ">Lightning Experience</td> <td data-label="Required Add-on Licenses" class="slds-cell-wrap" style="vertical-align:top;" headers="d27677e57 "> <ul> <li>Einstein for Service OR Agentforce for Service add-on licenses</li> <li>Service Planner add-on license</li> <li>Adpative Experience add-on licese</li> </ul> <p style="margin-bottom:0;" dir="ltr">Each license is included in the listed editions. </p> </td> </tr> </tbody> </table> Service Assistant permissions are separated into several sections to provide an overview of the permissions needed for Service Assistant across all supported objects and related feature. - **[Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&release=264.0.0&type=5)** Review the mandatory permissions that are required to access and use Service Assistant for all supported objects and plan types. In addition, permissions for knowledge grounding and agent actions are included here since these features are supported across all objects and plan types. - **[Service Assistant for Case Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5)** Review the permissions required to access and use features specific to Service Assistant for Case. - **[Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5)** Review the permissions required to access and use features specific to Service Assistant for Messaging. - **[Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5)** Review the permissions required to access and use features specific to Service Assistant for Voice. <!-- document id=05f8886234267bc688e96fc71a98717dc3f0cb34d657cfea0587584f6e29a464 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_permissions.md --> # Permissions and Prerequisites for IT Hardware Asset Management Before you manage internal IT asset lifecycles, make sure that your org meets system requirements and assigns proper user access. Review the features, platform licenses, and permission sets needed to implement this functionality. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[IT Hardware Asset Management Prerequisites](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_prereqs.htm&release=264.0.0&type=5)** Complete these requirements before you manage internal IT asset lifecycles. - **[IT Hardware Asset Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_perms.htm&release=264.0.0&type=5)** Salesforce admins assign permission sets or permission set groups to users based on their roles in the IT service and asset management team. Use these permissions to manage internal IT asset lifecycles and track financial data. <!-- document id=fd1eb7c43855b266126f8ac21ef0cfba775b2e966bb1b32da37ecff193d476fb url=/admin/current/en-us/service/264-0-0/live_agent_support_agent_permissions.md --> # Permissions for Chat Support Agents Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ## General Permissions | Necessary Permission | Description | | --- | --- | | “API Enabled” | Required for all Chat users | ## Object Permissions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:53.84615384615385%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e135">Record Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e138">Permission</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e141">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36070e144">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Chat Sessions</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view session records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete session records. Session records are created automatically and are meant to provide a paper trail with information about the time that agents spend online, so we don’t recommend giving agents the ability to change these records.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Chat Configurations</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">"Read"</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to use configuration settings, such as sensitive data rules.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don't recommend giving agents the ability to create, edit, and delete chat configuration records. Without the "Read" permission on chat configurations, configuration settings such as sensitive data rules aren't loaded when an agent logs in to the console.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Live Chat Visitors</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view visitor records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete visitor records. Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts, so we don’t recommend giving agents the ability to change these records.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e135 ">Live Chat Transcripts</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view chat transcripts</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">We don’t recommend giving agents the ability to create, edit, and delete chat transcripts. Transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers, so we don’t recommend giving agents the ability to change these records.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d36070e135 ">Quick Text</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to view quick text messages and include quick text in chats.</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">Without the “Read” permission on quick text, agents can’t access the quick text sidebar in the Salesforce console.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Create”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to create quick text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your organization, limit your agents’ ability to create quick text messages. In that case, give the “Create” permission to support supervisors instead.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Edit”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to edit quick text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your support organization, limit your agents’ ability to edit quick text messages. In that case, give the “Edit” permission to support supervisors instead.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e138 ">“Delete”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e141 ">Enables agents to delete quick text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d36070e144 ">If you want to standardize quick text messages across your organization, limit your agents’ ability to delete quick text messages. In that case, give the “Delete” permission to support supervisors instead.</td> </tr> </tbody> </table> #### See Also - [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.") - [Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_transcripts.htm&release=264.0.0&type=5 "A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.") - [Chat Visitor Records](https://help.salesforce.com/s/articleView?id=service.live_agent_visitor_records.htm&release=264.0.0&type=5 "Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer.") - [Edit Object Permissions in Profiles](https://help.salesforce.com/s/articleView?id=platform.perm_sets_object_perms_edit.htm&type=5&language=en_US) <!-- document id=b68f4e09e1c2e53648378bec36c565fd4d43d186d27efeb3feee7122eee7e8f1 url=/admin/current/en-us/service/264-0-0/live_agent_support_supervisor_permissions.md --> # Permissions for Chat Support Supervisors You must enable certain permissions for Chat support supervisors so that they have all the tools they need to monitor agents’ activities and review customers’ information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ## General Permissions | Necessary Permission | Description | | --- | --- | | “API Enabled” | Required for all Chat users | <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e118">Optional Permission</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e121">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Optional Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e118 ">“Assign Chat Skills to Users”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e121 "> <p style="margin-bottom:0;">Enables supervisors to assign skills to agents.</p> </td> </tr> </tbody> </table> ## Object Permissions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:21.73913043478261%"> <col style="width:17.391304347826086%"> <col style="width:26.08695652173913%"> <col style="width:34.78260869565217%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e165">Record Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e168">Permission</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e171">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19678e174">Considerations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d19678e165 ">Chat Sessions</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to view session records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Create”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to create session records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to create them manually.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Edit”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to edit session records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to edit them.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Delete”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to delete session records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Session records are created automatically and are meant to provide a paper trail that provides information about the time that agents spend online. We don’t recommend tampering with these records, but you can give supervisors the ability to delete them.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d19678e165 ">Live Chat Transcripts</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to view chat transcripts</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Create”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to create chat transcripts</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to create transcripts manually.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Edit”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to edit chat transcripts</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to edit transcripts.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Delete”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to delete chat transcripts</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Chat transcripts are created automatically and are meant to provide a paper trail about your agents’ interactions with customers. We don’t recommend tampering with these records, but you can give supervisors the ability to delete transcripts.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d19678e165 ">Live Chat Visitors</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to view visitor records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Create”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to create visitor records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to create them manually.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Edit”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to edit visitor records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to edit them.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Delete”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to delete visitor records</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">Visitor records are created automatically and are meant to provide a paper trail that associates your customers with their chat transcripts. We don’t recommend tampering with these records, but you can give supervisors the ability to delete them.</td> </tr> <tr class=""> <td data-label="Record Type" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d19678e165 ">Quick Text</td> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Read”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to view Quick Text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Create”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to create Quick Text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Edit”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to edit Quick Text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e168 ">“Delete”</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e171 ">Enables supervisors to delete Quick Text messages</td> <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d19678e174 ">None</td> </tr> </tbody> </table> #### See Also - [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.") - [Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_transcripts.htm&release=264.0.0&type=5 "A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session.") - [Chat Visitor Records](https://help.salesforce.com/s/articleView?id=service.live_agent_visitor_records.htm&release=264.0.0&type=5 "Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer.") - [Edit Object Permissions in Profiles](https://help.salesforce.com/s/articleView?id=platform.perm_sets_object_perms_edit.htm&type=5&language=en_US) <!-- document id=b137b45b3e2f165df5ddbf634de028ae40de01895786f399465af902d95100d6 url=/admin/current/en-us/service/264-0-0/miaw_handle_sessions.md --> # Persist Pre-Chat Inputs Across Messaging Sessions An Enhanced Chat session ends when the service rep selects End Chat. If a customer continues to send messages, a new session is created. The conversation continues seamlessly from the customer’s perspective, but the rep loses access to the original pre-chat data. These instructions let service reps access pre-chat data across sessions. It’s not necessary to set up access to pre-chat data if you’re already using User Verification to persist messaging history. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_handle_sessions__d683e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_handle_sessions__d683e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124940e95">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d124940e95 ">To set up Omni-Channel Flow and Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124940e95 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d124940e95 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124940e95 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Before you begin, you must have an Omni-Channel flow that already handles pre-chat data. To learn more, see [Map Pre-Chat Values in Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&release=264.0.0&type=5 "Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow."). Since pre-chat data isn’t stored across sessions by default, you must store this data in a Salesforce record during the first session. Then, update your Omni-Channel flow to access this data from subsequent sessions. Your updated flow looks up this information using the `ConversationId` field of the Messaging Session record, which is the same across sessions. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important This scenario is more likely to occur in Enhanced In-App Chat where a customer can continue a conversation long after the service rep has ended the chat. However, it can also occur with Enhanced Web Chat customers when the customer sends more messages from the same messaging window. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Find and select your previous flow from the list. 3. Before handling the pre-chat input variables or routing the work, add a check to determine if we have a pre-existing session from the same conversation. If so, we use that information to repopulate the input variables. 1. Use a **Get Records** element to get the current messaging session using the `recordId` input. ![Diagram of get current session flow element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_current_session.png) 2. Use a **Get Records** element to find a pre-existing messaging session with the same `ConversationId` as the current messaging session. We also make sure that the `Id` isn’t the same as the current messaging session. In this example, we sort the results by creation date so that we can ensure that the first result is the first session. We then only return the first result. ![Diagram of get previous session flow element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_previous_session.png) 3. To determine if this session is the first messaging session, use a **Decision Tree** element and check if the previous result is null. ![Diagram of decision tree flow element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_session_decision.png) 4. If this session is the first messaging session, no action is necessary. 5. If this session _isn’t_ the first messaging session, extract the pre-chat information from wherever you previously stored it and put it in the correct input variables. In this example, we extract the values from custom fields in the original Messaging Session record. ![Diagram of get previous session flow element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_session_assignments.png) 6. After this new logic, you can handle the pre-chat input variables and route the work in just the same way as you did in your original flow. 4. The following screenshot illustrates what your new flow could look like. The new logic is highlighted. ![Diagram of Omni-Channel Flow that works across multiple sessions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_prechat_sessions_flow.png) 5. Click **Done**. 6. Save this flow as a new version, and verify that it’s activated in your org. #### See Also - [Persist Secure Messaging History Across Multiple Devices with User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5 "To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.") <!-- document id=2f39ce2606d5a153b12c6b048842d9e980b15a96aa6d744731cf5b25e3785d13 url=/admin/current/en-us/service/264-0-0/user_verification.md --> # Persist Secure Messaging History Across Multiple Devices with User Verification To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="user_verification__d1295e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification__d1295e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86854e96">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86854e96 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86854e96 ">Customize Application</td> </tr> </tbody> </table> Add token-based user verification to Enhanced Web Chat on an external site. If you use Enhanced Web Chat on a Salesforce site, choose between token-based user verification or credential-based user verification. | Functionality | token-based | credential-based | | --- | --- | --- | | Verify your customer's identity | x | x | | Show messaging conversation history to a verified user | x | x | | Send user verification confirmation to an AI agent |   | x | | Persist messaging conversations across devices | x |   | | Available in Enhanced Web Chat on an external website | x |   | | Available in Enhanced Web Chat on a Salesforce site | Some Aura sites including Build Your Own Aura, Help Center, and Customer Service templates | x | | Available in Enhanced In-App Chat | x |   | - **[Set Up Credential-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_credential_user_verification_setup.htm&release=264.0.0&type=5)** Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site. - **[Protect Conversations in Enhanced Chat for Web with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.miaw_recaptcha_verification.htm&release=264.0.0&type=5)** Looking to secure your Enhanced Chat for Web channels from automated threats? Turn on reCAPTCHA v3. With reCAPTCHA verification, only human users can initiate messaging sessions. reCAPTCHA verification enhances protection against spam bots. <!-- document id=3e991a31ad4490222a7e5883c3f11527cfa87ac4944eb3f9e544b0162c49d59c url=/admin/current/en-us/service/264-0-0/vaccine_packages_hv_person_accounts.md --> # Person Accounts If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions.</td></tr></tbody></table> ## Out-of-the-Box Functionality of Person Accounts When an org enables the person account, a PersonAccount record type gets created automatically. The person account record that gets created automatically uses the PersonAccount record type by default. The name of the record type is tracked on a custom setting and can be modified. If your org uses the PersonAccount record type for business reasons that are outside of the health verification process, you can create a record type specifically for health verifications on the Person Account object. - **[Create a Health Verification Record Type on the Person Account Object](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_create_hv_person_account.htm&release=264.0.0&type=5)** Optionally, you can create a record type specifically for health verifications on the Person Account object. #### See Also - [Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5 "Safety Cloud includes the custom triggers listed and described here.") - [Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5 "Safety Cloud supports sending emails to Slack and using email templates to optimize communications.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5 "You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person.htm&type=5&language=en_US) - [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US) <!-- document id=5457f8f4024d7ca117c1f46aca84fbcee6a89647ea10719a436b713f12eae179 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_tailor_pages.md --> # Personalize Employee Portal Pages As a site admin, control what employees see on the ticket list, ticket details, and approval list pages of the Employee Services portal. Choose which fields and buttons appear so that employees get an experience focused on your service model, without writing code. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89214e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89214e74 ">To customize an Experience Builder site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89214e74 ">Create and Setup Experiences</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note These configurable pages are available only on Employee Services portal sites that use the Agentforce Employee Center template. To personalize three portal pages, configure the properties of their components in Experience Builder. Configure the ticket list and the approval list from their components on the **Home** page. Configure the ticket details from the Ticket Details component on a ticket's detail page, which you reach by opening a ticket. On the portal, a ticket can be an incident, a case, or a service request. Your changes apply to all portal users the next time you publish the site. 1. From Setup, in the Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Next to your Employee Services portal site, click **Builder** to open the site in Experience Builder. For an overview of how the Pages menu, Components panel, and property editor work in Experience Builder, see [Edit Pages and Components in Experience Builder](https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US) in Salesforce Help. 3. To tailor the ticket list, open the **Home** page and select the My Tickets component. Set how many tickets appear per page, turn on a minimal view, show or hide the button for creating tickets, and choose which columns to show, such as Status, Priority, and Owner. 4. To tailor the approval list, open the **Home** page and select the Approvals component. Choose which details appear for each approval, such as the ticket subject, status, and who requested it. 5. To tailor the ticket details, open a ticket to go to its Ticket Detail page, and then select the Ticket Details component. - Show the fields from the ticket's assigned page layout. To control which fields appear, [modify the page layout](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_incident_layoutandpermissions.htm&release=264.0.0&type=5 "On Employee Services portal sites, control which fields and buttons employees see on Incident and Case detail pages by customizing page layouts and setting field-level security. These page layouts apply to the Agentic Center template, and to the Agentforce Employee Center template after you enable custom page layouts on the Ticket Details component."). - Turn on editing for ticket fields and show or hide the close, reopen, and review actions. - Set the statuses to apply when an employee closes or reopens a case or service request. 6. Click **Preview** to see your changes. 7. Click **Publish** to apply your changes to all portal users. <!-- document id=3a29e7804f9fcdd56e6a1d63c380c6a910bcf782be425fc7ae51ca5b80180ad1 url=/admin/current/en-us/service/264-0-0/enhanced_chat_v2_lightning_types.md --> # Personalize the Enhanced Chat v2 UI with Custom Lightning Types Custom Lightning types enable you to customize the chat UI in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="enhanced_chat_v2_lightning_types__d931e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="enhanced_chat_v2_lightning_types__d931e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Review the high-level process for creating a custom lightning type. 1. [Create a custom Lightning type bundle](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_clt_create.htm&language=en_US) in Setup. 2. Configure the Lightning type components: 1. Customize how user input is collected by [defining the input component](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_change_comp_clt.htm&language=en_US). 2. Customize how data is presented to the user by [defining the output component](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_change_outcomp_clt.htm&language=en_US). 3. Integrate the custom Lightning type into your agent action. See [Create a Custom Lightning Type for Agent Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_clt_create.htm&language=en_US). 4. Deploy your custom Lightning type bundle to Lightning experience. <!-- document id=eb5533a15e8122d4f9ad76a188fcebf2717c7cd495af45e7056e48e2b42c9a77 url=/admin/current/en-us/service/264-0-0/console_lex_personalize_nav.md --> # Personalize the Navigation Menu for Lightning Console Apps Customize a console app’s navigation menu so that the user interface suits the unique way you work. You can add and reorder items, and rename or remove items you’ve added. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions</td></tr></tbody></table> To personalize your navigation items, click the pencil icon on the navigation menu. ![Edit button in the nav bar.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_lex_personalize_nav.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Admins define which default items are available in an app’s navigation menu, but you can change certain parts of the user interface on your own. You can add items to the item menu, and rename or remove the items you add. You can’t rename or remove default items that your admin specified for the app, including any custom or standard objects. 1. To reorder the items already in your navigation menu, drag them. 2. To remove items you’ve added, click the “x” icon next to the item. You can’t remove items that your admin has specified for the app. 3. Add items to your navigation menu. Click **Add More Items**. Search through all available items in your org, and choose what to add. After you make your selections, you can reorder or remove items before saving your changes. You can’t rename or remove items that your admin has specified for the app. <!-- document id=d2c07c09fec9212024d9e5e85d7ca9450a6a9298c1da8d63fa1243f6453b8257 url=/admin/current/en-us/service/264-0-0/messaging_add_parameters_to_url.md --> # Personalize the URL of an Auto-Response Component To personalize the URL being sent by an auto-response messaging component, use a placeholder. Personalizing the URL creates a dynamic experience for the end user. For example, use a placeholder to reference a language code in the URL, which presents the URL to the end user in their preferred language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_add_parameters_to_url__d1048e2581"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_add_parameters_to_url__d1048e2581" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v1, Enhanced Web Chat v2, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d149080e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">Customize Application AND View Setup and Configuration OR System Administrator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">To set up and edit Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149080e98 ">View Setup and Configuration</td> </tr> </tbody> </table> ## Understand Placeholders There are two types of placeholders that you can use to personalize an auto-response URL. 1. Core Parameters, also known as Web Page Parameters - These parameters typically represent messaging session-related values. They’re configured in Salesforce in the Messaging Component builder under Web Page Parameters. 2. Client Page Parameters, frequently known as API parameters - These parameters typically represent page-specific or end user context, such as language or location. They’re configured on the customer’s website using JavaScript and the [Auto-Response API](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html). ## Use Placeholders to Personalize a URL in an Auto-Response 1. Choose a name for your parameters. In this example, we call them Language and MessagingSessionName. 2. Add each parameter name as a placeholder in your URL. 1. A placeholder is a set of double curly braces that surround a parameter. If the parameter is called language, its placeholder would be formatted as `{{Language}}`. If the parameter is referencing a Messaging Session Name field, its placeholder would be `{{MessagingSessionName}}`. 2. In this example, our URL looks like `https://www.example.com/{{Language}}?MessagingSessionName={{MessagingSessionName}}`. 3. Add the URL to an auto-response component in the Messaging Component Builder. 1. From the Messaging Components page in Setup, click the name of the auto-response messaging component to open the Builder. 2. Select **\+ Add Format**. 3. Select **Web Page** and click **Done**. 4. Select **Web Page** under Component Formats. 5. In the Message Configuration section, add the text portion of your message. In this example, we select **Literal** as the Type, and enter Please take our survey! in the Text field. 6. In the URL Configuration section, add the version of the URL that you configured in step 2. In this example, we select **Literal** as the Type and enter `https://www.example.com/{{Language}}?MessagingSessionName={{MessagingSessionName}}` in the Text field. ![Messaging Configuration and URL Configuration sections filled out in the Component Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_parameters_1.png) 4. In the Display Method field, select **Pop-Up Message**. 5. If you intend to use [Auto-Responses API](https://developer.salesforce.com/docs/service/messaging-web/guide/auto-response.html) to populate the URL placeholders, set that up and skip the remaining steps. 6. Under Web Page Parameters, click **Add Parameter**. Fill in the details of your parameters. 1. We’ll format the {{MessagingSessionName}} placeholder in the URL configuration as a core parameter. We’ll name it MessagingSessionName and then configure a corresponding Web Page Parameter by setting the Type to Object Field and then setting the Parameter to $Parameters.MessagingSession (which tells the component what object to reference), and select **Messaging Session Name** (which tells the component what field on the object to reference). ![Parameter configuration section of Auto-Response Component in Component Builder with fields filled out.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_parameters_3.png) <!-- document id=4b2acc9d6fcb1a12b0e5ed0832314786aa7ef41b2de0fd2458c9b410622cc46e url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_readiness.md --> # Phase 0 — Pre-Day 1 Readiness **Outcome:** No Day 1 surprises. All entitlements, accounts, and stakeholders are confirmed. **Owner:** Implementation Lead 1. **Confirm entitlements** - Agentforce IT Service license is provisioned in the target org. Confirm **Standard** vs **Custom** edition — this determines which Initial Setup bundle path is available. - At least one **Unified Employee License (UEL)** is available for employee user testing. (As of Spring '26, UEL is the recommended license for new employee users; existing Customer Community Plus employees remain unaffected.). For more information, see [Assign the Unified Employee License](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_UEL_assign.htm&language=en_US&type=5&utm_source=chatgpt.com). - System Administrator profile access is confirmed for the person running Day 1. 2. **Confirm stakeholders are scheduled** Identify the people who must participate in the initial setup and validation: - **System Admin** — runs the bundle, provisions users - **IT Service Lead / Process Owner** — confirms priority matrix, queues, routing intent - **Service Designer** _(optional but recommended)_ — confirms intake/fulfillment flows - **One pilot Incident Fulfiller** — first human to log in and validate the work surface - **One pilot Employee** — first human to submit a ticket via the portal 3. **Confirm channel readiness** _(if applicable)_ - Slack workspace admin access confirmed (if rolling out the Slack channel on Day 1) - Microsoft Teams admin access confirmed (if rolling out Teams) - Email-to-case domain decided (if email is a Day 1 channel) **Important:** If Slack or Microsoft Teams is in scope, confirm channel-administrator availability and required approvals before beginning the implementation. 4. **Decide your Day 1 scope** You will not turn on every feature on Day 1. Pick a scope: - **Recommended initial scope:** Incident Management, Request Management, and the Employee Services portal, with assignment configured for the pilot incident. Choose whether to install sample data based on the target environment and validation needs. The features available during initial setup depend on the selected installation and your organization’s entitlements. Review the feature sets shown in Salesforce Go before installation. - **Expanded Day 1:** Add Problem Management and Knowledge from the start. - **Defer to Day 2+:** CMDB & Discovery, Change & Release Management, Major Incident workflow, Slack/Teams channels, AI agents. Document the chosen scope before Day 1 begins. <!-- document id=a36ede2de30f32011525e38d4765c1453ff19e046cb8a2c40eea741d8e94d34c url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_orient_team.md --> # Phase 1 — Orient Your Team **Outcome:** Everyone in the room shares a vocabulary and a mental model before touching Setup. **Owner:** Implementation Lead Before beginning setup, confirm that the implementation team agrees on the initial scope, participating roles, and expected incident journey. 1. Walk through the four anchors. 1. **Agentforce IT Service:** A unified platform for incident, request, problem, change, release, knowledge, and configuration management. AI agents assist employees and IT teams, while fulfillers remain responsible for human-led service work. 2. **Pilot incident journey:** Intake → Triage → Assignment → Investigation → Resolution → Employee update. 3. **The roles.** Who does what — Incident Fulfiller, Incident Manager, Major Incident Manager, Problem Manager/Fulfiller, Change Manager/Fulfiller, Release Manager, Knowledge Manager, Service Designer, Employee. 4. **The key terms.** Incident vs. Major Incident vs. Problem vs. Change Request vs. Service Request. Confirm that the implementation team uses these terms consistently before configuring processes and permissions. 2. Map Your Organization’s Roles to the Standard Personas. Complete the table with the corresponding roles and pilot participants in your organization. | Standard Agentforce IT Service Role | Your Organization's Equivalent | Named Person on Day 1 | | --- | --- | --- | | System Admin |   |   | | Incident Fulfiller |   |   | | Incident Manager |   |   | | Major Incident Manager |   |   | | Problem Fulfiller |   |   | | Problem Manager |   |   | | Change Fulfiller |   |   | | Change Manager |   |   | | Release Manager |   |   | | Knowledge Manager |   |   | | Service Designer |   |   | | Employee (test pilot) |   |   | **Validation:** Before moving on, every role you plan to activate on Day 1 has at least one named person. <!-- document id=e06441fbac8edeeaf364b8469b57211af9dd8429b94bd63065d21d92da2d266a url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_initial_setup_bundle.md --> # Phase 2 — Run the Initial Setup Bundle **Outcome:** The selected Agentforce IT Service setup bundle is installed, and the admin has identified the additional configuration required for the initial scope. **User permission required:** _View Setup and Configuration_ on Salesforce Go. - **Choose whether to install sample data.** Sample data provides ready-made incidents, problems, and Knowledge articles for exploration, but it isn’t required to run FRE or validate the Day 1 journey. Choose the option that fits the target environment and your organization’s data policies. If you install without sample data, use controlled pilot records during end-to-end validation. - Choose the appropriate Standard or Custom installation. Confirm the selected feature sets and entitlement requirements before clicking **Install**. Changing the installation choice later can require reprovisioning. **Owner:** System Admin Use the installation procedures to install the selected setup bundle before you configure the remaining capabilities in your initial scope. See [Set Up Agentforce IT Service with Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go.htm&release=264.0.0&type=5 "Deploy features and configure your Agentforce IT Service org faster with a consolidated initial setup solution and automated configuration. Use Salesforce Go features, feature sets, and the Agentforce IT Service Solution to provision IT services in a few clicks, or pick only the capabilities your company needs through a guided installation.") and [Set Up Agentforce IT Service Using Setup Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_bundles.htm&release=264.0.0&type=5 "Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface."). 1. From the gear menu (or the main Setup menu), open **Salesforce Go**. 2. Locate the **Agentforce IT Service Solution** card and click **Set Up**. 3. Click **Get Started**, review the automated benefits, and click **Install**. 4. Choose your path: **IT Service Standard Installation** or **IT Service Custom Installation** 5. Choose **Install with Sample Data** or **Install without Sample Data**. 6. Wait for installation to complete. 7. In the **Manage User Access** section that appears post-install, identify the Permission Set Groups (PSGs) that will be needed in Phase 3 — for example _Change Request Fulfiller_, _Change Request Manager_. Don't assign yet; you'll do that after creating the users. **Review the Installed Components** The bundle installs the components included in the selected setup option. In Salesforce Go, review the installed feature sets and identify the additional work required for your initial scope. Installation alone doesn’t make every capability operational. Complete the applicable data, user-access, assignment, routing, notification, portal, and channel configuration before validating those capabilities. If you installed sample data, use it for initial exploration. If you installed without sample data, create controlled pilot records during end-to-end validation. **Validation** - You can navigate to the **Incidents**, **Problems**, **Change Requests**, and **Release Requests** tabs. - If you chose Sample Data, you can see at least one sample Incident in the list view. - You can find the **Salesforce Go** page and see the Agentforce IT Service feature sets listed under the **Feature Sets** tab when filtered for _Agentforce IT Service_. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important **Common pitfalls** - **Wrong path locked in.** Standard vs. Custom cannot be swapped without reprovisioning. Triple-check entitlement before Install. - **Provisioning users before installation:** Run the selected setup bundle before assigning the product permission set groups to pilot users. <!-- document id=3fd46d6ebd181e5d77aa597a21d86b31e88a4e60e99b87ae2beb5ce0767780b7 url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_provision_it_team.md --> # Phase 3 — Provision Your IT Team **Outcome:** Each pilot participant has an existing or newly created Salesforce user, the required licenses and permissions, and membership in the queues or groups required for the pilot. ### Required Editions | Actions | Permissions | | --- | --- | | Create users | _Manage Internal Users_ | | Create public groups | _Manage Users_ | | Create queues | _Customize Application_ AND _Manage Public List Views_ | **Owner:** System Admin 1. Create users by persona. Identify an existing Salesforce user for each pilot participant, or create a user when one doesn’t already exist. One person can perform more than one IT Service role. Use the following table to identify an appropriate baseline profile; grant IT Service access through the required permission sets and permission set groups. | Persona | Purpose | Profile | | --- | --- | --- | | System Admin | Configure and deploy core features | System Administrator | | Incident Fulfiller | Resolves day-to-day incidents | Standard User | | Incident Manager | Oversees incident resolution, SLAs, KPIs | Standard User | | Major Incident Manager | Manages Major Incident lifecycle, approves critical events | Standard User | | Problem Fulfiller | Investigates root cause | Standard User | | Problem Manager | Owns Problem process, prioritizes recurring issues | Standard User | | Change Fulfiller | Plans, executes, verifies changes; supports PIR | Standard User | | Change Manager | Approves change requests, assesses risk | Standard User | | Release Manager | Coordinates and executes releases | Standard User | ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip For the initial incident journey, identify at least one Salesforce admin, one incident fulfiller, and one person responsible for incident management. Add users for other roles as those processes enter scope. 2. Assign Permission Set Groups. Permission Sets and Permission Set Groups (PSGs) are how access is actually granted in Agentforce IT Service — not profile alone. 1. Open **Manage User Access** (from the post-install screen of Phase 2, or via Setup). 2. Assign each user the Permission Set Group that matches their role (for example _Change Request Fulfiller_, _Change Request Manager_). For detailed permission set assignments per feature, follow the per-feature topics: - Incident Management permission sets - Problem Management permission sets - Change Request Management permission sets - Release Management permission sets - Self-Service Portal permission sets - CMDB and Service Graph permission sets ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip **Why PSGs and not just profiles?** PSGs let you bundle permissions by _job function_. Updates to underlying permission sets propagate to all PSGs that include them, so you change permissions in one place. This is the recommended approach for IT Service. For more information, see [Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5 "Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases."). 3. Create Public Groups and Queues. Create the queues and public groups required by your pilot process. The following names and memberships are examples; use names that follow your organization’s conventions. | Group / Queue | Members | Purpose | | --- | --- | --- | | **IT Fulfillers Queue** | All Incident Fulfillers | Example destination for incidents assigned by an assignment rule and distributed through Omnichannel Routing when configured | | **Major Incident Approval Group** | Major Incident Manager(s) | Public group for notifications and approval requests when an incident is proposed as a major incident | | **Release Group** _(if rolling out Release Mgmt on Day 1)_ | Release Manager(s) | Coordinates approved change deployments and release planning | 1. Add the relevant users to each. **Validation** - Each named IT team user logs in successfully. - Each user can see the tabs and records their role requires (e.g., Incident Fulfiller sees Incidents). - At least one queue exists with at least one fulfiller as a member. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important **Common pitfalls** - **Profile-only setup.** Granting only a profile without the PSG produces hard-to-debug "I can't see this object" tickets. Always assign the PSG. - **Empty queues:** An assignment rule can assign an incident to a queue that has no eligible fulfillers. Confirm queue membership and, when used, Omnichannel availability before testing work distribution. - **No backup fulfiller:** For production readiness, add enough eligible fulfillers to provide coverage when a team member is unavailable. <!-- document id=b6841f29b8f657ccee2a7b1283710ea21ef6b3fa9efb1aa987032282f92e5e3d url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_provision_employee_users.md --> # Phase 4 — Provision Employee Users **Outcome:** At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams. ### Required Editions | Actions | Permissions | | --- | --- | | Create users | _Manage Internal Users_ | | Enable Employee User | Edit access on User record | **Recommended path: Unified Employee License (UEL)** For new employee users, assign the Unified Employee License and the required profile and permissions. Don’t migrate existing employee users as part of the initial pilot unless migration is included in your implementation plan. **Owner:** System Admin For detailed procedures, see [Create Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5 "Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license.") and [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need.") 1. Create a person account for the employee. 1. From the App Launcher → **Accounts** → **New** → **person account**. 2. Enter first/last name. Save. 2. Build and publish an Experience Cloud site for your employees using an IT Service template. This is your self-service portal. 1. From the site's **Workspaces**, go to **Administration** → **Login & Registration**. 2. Under **Login Page Setup**, check **Allow Employees to log in directly to an Experience Cloud site**. 3. Create the user record (standard new-user steps). 4. Assign the Unified Employee License and the associated permission set licenses and permission sets. 5. Assign the **ITSM Portal UEL User** permission set to the user. 6. Designate the user as an employee: 1. App Launcher → **People** → select the user. 2. Click **Enable Employee User**. 3. Enter employee number, start date, employee status, associated contact. 4. Save. 7. **Optional:** (Optional, Day 1 if scope allows) Give the employee Microsoft Teams access via the Employee Services app configuration. 8. **Optional:** (Optional, Day 1 if scope allows) Give the employee Slack access via the Slack setup. 9. **Optional:** Optional but recommended: Service Management Privileges If your customer has VIPs (executives, on-call engineers, customer-facing roles) whose tickets must be auto-prioritized: 1. From Setup → **Salesforce Go** → **Incident Management** → turn on **Service Management Privilege Assignment for Employees**. 2. In **Configure Service Management Privileges for Employees**, click **Go to Setup**. 3. Create a Service Privilege: enter **Description**, **Tag** (e.g., **Privileged User**), **Function Type** (**IT Service**), and **Access Level** (higher = higher priority). 4. Assign the privilege to the appropriate employees. 5. Set the **Incident Escalation Threshold**. For example, threshold = 2 means employees at access level 2 or above auto-trigger escalation. (Default is the maximum integer, which effectively disables auto-prioritization until you configure it.) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important **Pitfalls** - Forgetting to configure the escalation threshold means privileges exist but never trigger. - Tag picklist values for Service Management Privileges must exist in Object Manager before creating privileges. Salesforce doesn't ship default Tag values. 10. Direct the employee to the portal After setup, send the employee the portal URL. They click **Forgot Password** on the login page to set their password and begin using the portal. **Validation** - Pilot employee logs into the Experience Cloud portal. - Pilot employee can submit a test incident from the portal. <!-- document id=28189f034abcfd1956515ab913db3710627c549dc2caaf57693ce04fed12308c url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_configure_routing_essentials.md --> # Phase 5 — Configure Routing Essentials **Outcome:** Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records. **Owner:** System Admin (with Service Designer for routing intent) 1. Configure Automatic Priority Assignment Priority supports triage, SLA, and escalation decisions. Assignment rules determine the incident owner, while Omnichannel Routing distributes eligible queue-owned work when configured. 1. From **Salesforce Go** → **Features** tab → filter by **Agentforce IT Service Solution**. 2. On **Incident Management** → click **Get Started** or **Keep Going**. 3. Next to **Configure Rules for Automatic Incident Priority**, click **Configure**. 4. Turn on **Automatic Priority Assignment for IT Service**. 5. Select a default priority. 6. **Optional:** (Optional) Allow manual override by selecting **Set Priority Manually**. 7. Define the urgency × impact priority matrix. Use the following matrix as an example. Adjust the values to match your organization’s impact, urgency, and priority definitions: | Urgency | Impact | Priority | | --- | --- | --- | | High | High | Critical | | High | Medium | High | | Medium | High | High | | Low | High | Moderate | | High | Low | Moderate | | Medium | Medium | Moderate | | Medium | Low | Low | | Low | Medium | Low | | Low | Low | Low | 8. Click **Add More** to define additional combinations. Define a value for every combination — undefined cells fall back to the default and produce inconsistent triage. 9. Save. 10. Repeat for Problem Management and Change Management if those are in Day 1 scope. 2. Configure Field Mappings (Autofill) Review the field mappings required by the initial incident journey. Confirm that each mapping uses compatible source and target fields and applies to the intended record-creation path. For the procedure, see [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records."). 3. Confirm assignment rules and Omni-Channel routing Review and activate the assignment rule required for the pilot. Confirm that its criteria assign matching incidents to the intended user or queue. If the incident is assigned to a queue and Omnichannel Routing is in scope, confirm that at least one queue member is eligible and available to receive work. For more information, see [Set Up Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_assignment_rules.htm&release=264.0.0&type=5 "Use the simplified setup flow to enable Assignment Rules for your organization. This process also enables and configures Context Service and Decision Table access which are required for assignment rules to function."). **Validation** - A test incident receives the priority expected from the configured impact-and-urgency matrix. - The test incident is assigned to the intended user or queue. If the owner is a queue and Omnichannel Routing is configured, the incident is offered to an eligible fulfiller. - When a Problem is spawned from an Incident, the field mappings carry the category/impact across. <!-- document id=2ca6019c4b6d1d843b7aed8938d0921cef23e080788a4f3fdef4d1cf86a7280f url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_validate_end_to_end_journey.md --> # Phase 6 — End-to-End Validation **Outcome:** A complete, demonstrable round-trip from "employee reports a problem" to "fulfiller resolves it." This validation demonstrates that the configured components work together across one complete incident journey. **Owner:** Implementation Lead, with the pilot Employee and pilot Incident Fulfiller participating. **The Day 1 happy path test** Run these scripted scenarios in order. Don't move on if one fails. 1. Scenario A — Employee submits, fulfiller resolves 1. Pilot Employee logs into the portal. 2. Pilot Employee submits an incident (e.g., "Cannot access VPN"). 3. Confirm: incident appears in IT Fulfillers Queue with auto-assigned priority. 4. The pilot fulfiller accepts the routed work or opens the assigned incident, depending on the configured routing method. 5. The fulfiller applies and verifies the fix, records the resolution, and sets the appropriate lifecycle status. 6. Confirm that the employee can retrieve the updated incident status or, if notifications are configured, receives the expected update. 2. **Optional:** Scenario B — Submit a Catalog Request (If Request Management Is in Scope) 1. Pilot Employee opens the portal Service Catalog. 2. Submits a standard service request (e.g., software access). 3. Confirm: service request lands in the appropriate fulfillment queue. 3. **Optional:** Scenario C — Privileged employee triggers escalation (only if configured in Phase 4) 1. A user assigned the **Privileged User** tag at access level ≥ escalation threshold submits an incident. 2. Confirm: a banner displays on the incident record indicating prioritization. **Validation** - Scenario A passes. Run and validate the other scenarios only when their corresponding capabilities are included in the initial scope. - Configured notifications are delivered through the expected channels. - If Knowledge is in scope, at least one relevant Knowledge article—sample or customer-created—is findable from the Incident record. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important **Common pitfalls** - **No notification arrives:** Possible causes include missing notification preferences or incomplete email, Slack, or Microsoft Teams configuration. - **Incident remains unassigned:** Possible causes include an inactive assignment rule, unmatched rule criteria, or an incorrectly configured owner. <!-- document id=510d3f21bffd97b54379a333322ca08f25a8dd19382f8dd4c1330e5673939ba4 url=/admin/current/en-us/service/264-0-0/it_srvcs_day_1_hand_off_and_plan.md --> # Phase 7 — Hand-Off and Day 2 Plan **Outcome:** The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities. **Owner:** Implementation Lead 1. Confirm what's running Walk through this checklist with the customer: - Setup bundle: installed; installation selected: Standard/Custom - Sample data: installed/not installed - IT team users: N created, N assigned PSGs - Employee users: N created, portal accessible - Queues and groups: created, populated - Priority matrix: configured for Incident (and Problem/Change?) - Field mappings: reviewed - End-to-end test: passed 2. Recommend a Day 2–Day 30 sequence Suggest this default order for the customer's next 30 days. Customer adjusts based on their priorities. | Week | Focus | Why | | --- | --- | --- | | Day 2–3 | Knowledge Management — import or create initial articles | Enables grounded self-service answers and supports fulfiller resolution | | Day 4–7 | Slack and/or Microsoft Teams channel rollout | Makes IT Service available in employees’ existing collaboration channels | | Week 2 | Problem Management workflow if not yet activated; Major Incident workflow | Helps your organization manage recurring and high-impact issues | | Week 2–3 | CMDB & Discovery setup, link CIs to Incidents | Powers impact analysis and Service Graph | | Week 3 | Change Management + IT Service Calendar + Risk Assessment | Supports governed planning and execution of production changes | | Week 4 | Release Management; Employee and fulfiller agent capabilities, where licensed and configured | Extends automation and fulfiller assistance | | Ongoing | Tableau and Data 360 analytics; KPI dashboards | Continuous improvement | 3. Point them at the learning resources Continue with the Agentforce IT Service Help topics for the capabilities included in your implementation. Use Trailhead, developer documentation, and product videos as supplementary learning resources. - Trailhead — Agentforce IT Service: Quick Look (orientation) - Trailhead — Agentforce IT Service Basics (deeper module) - Agentforce IT Service Developer Guide (for customization and standard objects) - Product videos: Agentforce IT Service overview, Incident Management, Problem Management, Change Management, Release Management, Self-Service Portal, Omni-Channel Routing, Assignment Rules, IT Service Calendar, Notifications 4. Schedule the Day 2 check-in Block 30 minutes 1–2 business days out. Use it to: - Resolve any Day 1 leftovers - Confirm the Day 2–30 plan - Identify the customer's first real (non-sample) workflow to onboard <!-- document id=df07abdd2f215124bbc2f3ae804bbf1903b3ce23d19c8e6f4eb03924a663088a url=/admin/current/en-us/service/264-0-0/cti_channel.md --> # Phone from a Call Center with Open CTI Help customers over the phone. Use Open CTI to connect your phone system to Salesforce. Then use the Call Center to set it up. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). - **[Migrate from Open CTI](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&release=264.0.0&type=5)** Discover the benefits of migrating from Open CTI to another Voice offering from Salesforce, and decide which telephony model is right for you. Reference step-by-step guidance to install a contact center that gives your reps an AI-first approach to engaging with customers on the phone. Open CTI is scheduled for retirement on February 28, 2028. - **[Learn and Set Up Open CTI](https://help.salesforce.com/s/articleView?id=service.cti_legacy_parent.htm&release=264.0.0&type=5)** While Open CTI is in maintenance mode and is scheduled for retirement, reference our legacy feature documentation. <!-- document id=36e6520477bfdfaff146126553b946d04e71e759046601a0640c9475acc7ab64 url=/admin/current/en-us/service/264-0-0/it_srvcs_plan_prepare.md --> # Plan and Prepare for Agentforce IT Service Plan, configure, and validate your Agentforce IT Service deployment with implementation guides and use cases. ### Required Editions Start with the Day 1 guide to complete a focused initial deployment. Explore use cases that connect Agentforce IT Service capabilities into persona- and outcome-based journeys. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Agentforce IT Service Day 1 Setup and Implementation Guide](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_setup_implementation_guide.htm&release=264.0.0&type=5)** **Goal:** Complete a focused initial deployment and validate one incident from employee submission through fulfiller resolution. - **[Agentforce IT Service Use Cases](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_cases.htm&release=264.0.0&type=5)** Explore persona- and outcome-based scenarios for implementing Agentforce IT Service in common IT service workflows. <!-- document id=18f6c802890a2729756368869b2a87632a623ac4ac46bc77242d3a209dd2a916 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_plan_prepare.md --> # Plan and Prepare for your CMDB Implementation Learn how to set up your Configuration Management Database (CMDB), assign the right permissions, and configure foundational settings to start using CMDB. - **[Provision CMDB and Service Graph for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_provisioning.htm&release=264.0.0&type=5)** Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed. - **[Set Up CMDB Using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&release=264.0.0&type=5)** Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows. - **[Permission Sets for CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_permission_sets.htm&release=264.0.0&type=5)** The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses. - **[Key Steps to Implement CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_setup_checklist.htm&release=264.0.0&type=5)** Understand the key steps to implement Salesforce CMDB & Service Graph from start to finish. Learn how to define configuration item (CI) types, manage CIs, organize CI attributes, and build reliable relationships between components. Set up your CMDB with clarity and avoid common setup issues. Using this structured approach to maintain consistent records, improve visibility, and ensure accurate asset data across your IT environment. - **[Create a Default Account for Discovered Configuration Items Without an Owner](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_asset_sync_create_default_account.htm&release=264.0.0&type=5)** Capture details about configuration items (CIs) that don’t have owner information by creating a default account. All assets found during the discovery process must be related to an Account ID or Contact ID, so the default account acts as a placeholder for the unassigned assets. This account is only used to create new assets. If an asset exists and matches a rule, the system updates the existing asset fields. <!-- document id=0c9566098365bd1d08b4fb2a35b524c82f21debb2334085f8686d172128ac117 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_plan.md --> # Plan and Prepare for your Discovery Implementation Learn how to set up your discovery and configure foundational settings to start automating your asset discovery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> - **[Set Up Discovery using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_salesforcego.htm&release=264.0.0&type=5)** Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow. - **[Permission Sets for Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_permission_sets.htm&release=264.0.0&type=5)** The Discovery permission sets control access to key discovery features in Salesforce IT Service. The permission set groups determine who can view, manage, and execute discovery operations such as scans, targets, and credential management. Use these permission sets to assign the appropriate access for asset discovery and its related configuration data. - **[Key Steps to Implement Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_checklist.htm&release=264.0.0&type=5)** Understand the key steps to implement Discovery from start to finish. Learn how to configure credentials, define discovery applications and targets, schedule scans, and process discovered data into CMDB. Follow this structured approach to automate asset detection, maintain data accuracy, and ensure complete visibility across your IT environment. <!-- document id=9c9d889cfe8524d433dc9c74b19799b6a5c41a4e057dabc58112cbd444fe5fe4 url=/admin/current/en-us/service/264-0-0/knowledge_migration_tool_plan.md --> # Plan and Sandbox Test Your Migration If you helped build your Classic knowledge base, you know that planning is critical. In fact, planning is the most important part of migrating to Lightning Knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Sandbox Testing Before performing a production migration, perform the migration in a sandbox. We strongly recommend testing in a full-copy sandbox. There is a high likelihood of data corruption when a partial-copy sandbox is used. The steps to perform a sandbox migration are the same as a production migration. After planning the migration and reviewing the Pre-Migration Checklist, perform either the Single Article Type migration or Multiple Article Type migration. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you want the option to restore knowledge articles after migration, we recommend creating another dedicated full-copy sandbox for backup. ## Pre-Migration Checklist Whether you have one or multiple article types in Knowledge, read through the entire checklist before performing the sandbox test. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Refer to this checklist again when performing your org’s production migration. Article Types When migrating from Classic to Lightning Knowledge, article types are mapped to new record types with the same name as the article types. They map to the API name, not the label name. Perform the following checks before proceeding to migration, and be mindful of these limitations. - Deploy undeployed article types that you want to migrate. - Identify and hard-delete article types that you don’t need. - Change metadata settings in Knowledge article types in Setup. For example, add an article type, remove an article type, change settings on an article type, or change profile access to article types. - Change the Default Article Type setting to **None**. Remove the following dependencies. When the migration tool deactivates old article types, these objects aren’t always deleted, causing the migration to fail. - Entities summarized by other entities - Report jobs referencing a custom entity definition - Article types referenced by the Agent Contribution setting - Article types referenced by the Answers Promotion setting - Custom objects used by matching rules - Article types used by a duplicate rule - Managed deletions that point to the article type - Article types with non-deletable child custom fields from other managed packages - Article types referred to by other features, such as Apex classes or data flows Lightning Knowledge enablement is blocked if any packages created in the current org contain an article type. To enable Lightning Knowledge, remove article types from packages created in the current org. Page Layouts To give your users a great layout experience and access to the appropriate fields, adjust the page layouts. You can assign different page layouts per record type and user profile after the migration. Ensure that they are properly configured during the migration. Before starting the migration, remove page layouts that you don’t need. Field Considerations When mapping fields from multiple article types into one record type, keep these considerations in mind. - Formula fields don’t migrate. After migration, create formula fields in the Knowledge object, and revise the formulas to reference the new object. - Field dependencies don’t migrate. The migration tool migrates the fields. However, it doesn’t migrate their field dependency settings. - Picklists and multi-select picklists only map if they have the same picklist values, the same deactivated values, or the same global picklist. You can’t migrate dependent picklists. The picklist options migrate, but the mapping between them doesn’t. You reset these after migration. Also, default values for picklists and checkboxes don’t migrate to Lightning Knowledge. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip An org can have two picklist fields, A and B. A is the controlling picklist and B is the dependent picklist. The migration tool migrates both A and B, but they become standalone picklists, and you must redefine their field dependency settings. - When mapping fields to other fields, choose the target field from a picklist that establishes which one is the primary field. - If field size is reduced before migration but the articles have more characters than before field size reduction, all the text shows in Classic. However, after migration, the field size is truncated in the new object, which means that the additional characters don’t display. For example, if a field with 500 characters is increased to 1,000 in Classic, there can be 1,000 characters in the field, but only 500 of them display in Lightning. - Required field flags don’t migrate. Therefore, required fields must be rethought after migration by each org because they all reside in the same table. It is better to manage required fields through page layouts or validation rules, unless they are truly required for all records across all record types. - Migrated fields are named “Article Type\_Field Name.” This convention removes field name conflicts. - Deleted fields (soft-deleted fields that are retained for 30 days) don’t migrate. Customizations and Managed (or Unmanaged) Packages Inspect custom elements before and after the migration to ensure that they moved to the new Knowledge object. Sometimes they break, so prepare to assess this aspect of the org when performing the sandbox migration (before migrating in production). After migration, adjust custom elements that reference an Article Type to point to the new Knowledge object. Uninstall all packages that include an article type. If you don’t uninstall those packages, you can’t enable Lightning Knowledge or start the Lightning Knowledge Migration Tool. The Lightning Knowledge Migration Tool doesn't work for the Developer Edition if you define a namespace for packaging. Here are a few examples of customizations to consider in your post-migration assessments. - SOQL that queries the concrete entity name - Visualforce pages that refer to old article types - Code that uses field sets - Apex code that refers to old article types - Custom code using API calls that references article types - Customer application logic such as current API code - AppExchange packages - Validation Rules - CRUD (per Article Type) - Applications that use metadata APIs on field sets or compact layouts ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important For orgs with multiple article types, update these customizations to reference the new Knowledge object after migration starts and before selecting **Accept**. If some data didn’t migrate and you want to pause the migration, update these customizations to refer to the old article types before selecting **Undo**. Otherwise, the new knowledge object isn’t always deleted after undoing the migration. ## File and Attachment Considerations Files from custom file fields in Classic Knowledge articles are moved to the standard Files object. After migration, users can view and attach files in the Files related list. When the Lightning Knowledge Migration Tool runs, you choose the basic visibility setting to apply to the migrated articles. You can choose to make files visible to all users with access to the article, including guest and Experience Cloud users, or only your internal users. If your internal users require access to files that you don't share with external users, you can adjust permissions for individual files after migration. To minimize the effort of setting file access, choose the visibility option that applies to most of your files. ## Pre-Migration Best Practices and Post-Migration Considerations Mapping—Assemble complex mapping ideas using a spreadsheet or organizational tool. Using a spreadsheet or organizational tool gives you a sense of how to map your knowledge base in Lightning. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you map field A to field B, the first field (A) is no longer an available option. But what if you want to revise your choice? First, unmap the field selection (A to B). Then, assuming they are the same field type, you can map field A to C instead, or map C and B to field A. Use only one level of mapping to avoid cascading. Prepare for Validation—Save or print a few articles in advance so you can compare them afterward and verify a successful migration. Records Owned by Inactive Users—Knowledge article versions (kav) linked to inactive users can cause problems during migration. To successfully migrate articles with inactive owners, the org preference **Update Records with Inactive Owners** must be enabled. If this setting is disabled in your org, the Migration Tool temporarily enables it during migration. Find the preference in **Setup** | **User Interface**. Case and answer settings: - In Case Settings, under Allow user to create an article from a case, set the default article type to **None**. - In Answer Settings, under Allow users to create an article from a reply set the default article type to **None**. ## Maintenance Notice: Stop Knowledge Base Activity During Production Migration To prevent data loss, ensure that your users don’t edit the knowledge base for the duration of the migration. This action is most important for orgs with multiple article types, because migration takes longer and the data model changes significantly. After you begin the migration, it’s important to finish the process as soon as you can. Plan carefully to ensure minimal downtime for knowledge base users. Before performing your production migration, communicate a company-wide bulletin to ensure that all changes to the knowledge base, its structure, and articles stop during migration. However, your users and customers can still read articles during migration. For orgs with multiple article types, the switch to articles in Lightning occurs at the start of the Activation stage. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_warning.png) Warning Make sure that no changes are made to any Knowledge content during migration. All revised data is lost or damaged. User and API activity, such as Apex triggers and jobs, can stop migration or lead to corrupted data in some articles and files. Here’s a few examples of activities that must stop during migration. - Editing articles - Creating articles - Changing the publishing status of articles - Changing Knowledge setup, including changes to Data Categories - API calls that change your Knowledge setup or articles - Apex triggers that change or create Knowledge articles - Votes on an article - Linking to a case - Linking to a work order or work order item - Adding feed posts, changing feed posts, or following an article - Edits to files attached to articles - Adding topic mappings to articles in Experience Cloud sites ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To stop many of the cited activities during migration, remove Create and Edit rights to Knowledge for user profiles other than the admin. ## Get Ready to Use the Lightning Knowledge Migration Tool After planning and successfully sandbox testing, contact Salesforce support and tell us you’re ready to perform the migration in your production org. We ask you about the results of your sandbox migration before we enable the tool in production. Do you have a single article type org or a multiple article type org? Use the appropriate guide and move your knowledge base from Classic into Lightning. - [Migrate a Single Article Type](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_SAT.htm&release=264.0.0&type=5 "You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool in orgs with a single article type.") - [Migrate Multiple Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_MAT.htm&release=264.0.0&type=5 "You planned your migration. You went over the pre-migration checklist, and you made all the prerequisite revisions to your Classic knowledge base. You’re aware of the limitations. You’re ready to go. Here’s your step-by-step guide to using the Lightning Knowledge Migration Tool with multiple article type orgs.") #### See Also - [_Knowledge Article_: Lightning Knowledge Migration Tool](https://help.salesforce.com/articleView?id=000324518&language=en_US) <!-- document id=00df32eea53d7d96c926e9935fb846f707e6ebf901309897bb5506a39d4f353d url=/admin/current/en-us/service/264-0-0/planning_checklist.md --> # Plan for Enhanced Chat Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="planning_checklist__d205e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="planning_checklist__d205e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Planning Questions To create an effective chat system for a support team, answer these three questions. - How are your service reps organized? - What details do they need before chatting with a customer? - Which Salesforce records do service reps pull before connecting with a customer? ## Considerations and Chat Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>How service reps are organized</strong> </p> <ul> <li>One group</li> <li>Service type</li> <li>Skill set</li> <li>Support topics</li> <li>Languages </li> </ul> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Solution: Select an Omni-Channel routing type</strong> </p><a name="planning_checklist__ul_nfl_3cp_g2c"><!-- --></a> <ul id="planning_checklist__ul_nfl_3cp_g2c"> <li>Routing with Queues</li> <li>Route to an Agent (Service Rep)</li> <li>Routing with Skills</li> <li>Routing with Bots</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Details service reps need</strong> </p> <ul> <li>First name </li> <li>Last name</li> <li>Email</li> <li>Custom information </li> </ul> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Solution: Use the pre-chat form</strong> </p> <p style="margin-bottom:0;">Collect details at the point of contact. Ask customers to fill out visible pre-chat fields or collect data behind the scenes with hidden pre-chat fields. Create the combination that works best for your organization.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Which records are pulled</strong> </p> <ul> <li>Leads </li> <li>Cases</li> <li>Contacts</li> </ul> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>Solution: Use individual-object linking</strong> </p> <p style="margin-bottom:0;">Link a record to a conversation based on how your database is set up. Connect your channel with an object.</p> </td> </tr> </tbody> </table> ## Feature Checklist We recommend following our entire set-up process. Some steps must be completed before others can be configured. Here’s a preview of the features to select and customize during your setup experience: - User verification allows chat conversations to persist beyond a single interaction, and across tabs and devices. [Learn More](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5 "To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification."). - Pre-chat forms use visible and hidden fields to collect basic details and other essential information like an email address. These inputs can be set to parameters and travel through your channel for a specific outcome you set. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_custom_field_example.htm&release=264.0.0&type=5 "Enhanced Chat offers a powerful method to gather pre-chat details from your customer before the service rep connects. Standard Pre-Chat form fields you select, such as first name and last name, and new custom fields like account numbers, drive the experience. Here’s an example of how to create your first customer flow for efficient conversations.") - Bots ease the chat burden on your support team for routine requests. Add a bot for routine inquiries or use as a quick pre-chat setup experience. [Learn More](https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5 "To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.") - Omni-Channel allows you to direct customers in your channel with queue, service rep, skills or bot-based routing using Omni Flow.[Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5 "Build a strong foundation for your new messaging channel and deployment.") - Object lookup and creation added to your Omni Flow provides service reps with customer records as leads, cases, or contacts, so they have everything they need at their fingertips. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&release=264.0.0&type=5 "Omni Flow sends pre-chat form data to the messaging session for a more informed service rep experience. Map visible and hidden fields from your pre-chat form to your Omni flow.") - Branding, yes! You can customize the look and feel of your chat experience for [mobile](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_mobile.htm&release=264.0.0&type=5 "Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it.") and [web](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&release=264.0.0&type=5 "Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security.") channels. Pick colors and fonts and customize your window. - Custom Labels can match the voice and tone of your website. Update your label text and add some zing to your chat window for [mobile](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_mobile.htm&release=264.0.0&type=5 "Customize an existing Enhanced In-App Chat deployment, add it to your site, and set up security. Or, if you’re adding a second deployment to an existing Enhanced In-App Chat channel, follow these steps to create and customize it.") or [web](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&release=264.0.0&type=5 "Connect your messaging channel to a website with a new embedded deployment. Create and customize your deployment, add it to your site, and set up security."). - Messaging Components let you send structured content to customers for a more interactive and efficient chat experience. [Learn More](https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&type=5&language=en_US) - Push notifications for your mobile channel are an effective way to stay in touch with customers. Configure this feature as part of your deployment setup. [Learn More](https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&release=264.0.0&type=5 "Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history.") - Mobile SDK information is available for developers in our Enhanced In-App Chat Developer Guide. [Learn More](https://developer.salesforce.com/docs/service/messaging-in-app/overview) <!-- document id=887217fdebe91cf590216fa95ed5179f9d81b567f85324898199c9586bbc9918 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_long_term_views.md --> # Plan Long-Cycle Work in the Scheduling Console Use long-term Gantt views to plan long-cycle work across weeks and months. You can balance regional workloads, see true availability, and manage appointments that span an extended horizon. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Long-term Gantt views help dispatchers plan multi-day or multi-month projects in a single view to balance regional workloads and monitor true capacity. ## Available Views The Gantt provides six default views in a fixed order. - 1 day - 2 days - 3 days - 1 week - 2 weeks - 1 month To plan longer horizons, you can add up to three custom views, such as 3 months, 6 months, or 12 months. To change the view, select the view control in the Gantt header, and then select a view. \[SME: confirm the exact name and location of the view control in the Gantt header.\] ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The 1-month view is permanent and can't be removed. ## Create and Manage Custom Views Create custom views to land on the horizon you use most and switch quickly between your most-used horizons. - Under **Settings**, open the Gantt view settings and add a custom view. Give the view a name and select a duration. You can add up to three custom views. - Mark a view as your default. When you open the Scheduling Console, your default view loads first. - Reorder your views. The order is saved per user. ## Read the Gantt at Long Horizons The Gantt ruler adapts to the active horizon so that you can read time at the right granularity. - Views shorter than 2 weeks show individual days. - Views from 2 weeks to 1-month show weeks, with day sub-ticks. - Views of 3 months or longer show the first day of each month. Click a month to drill down to weeks and days. To distinguish non-working days, turn on **Highlight Weekends** in the Gantt settings. Weekend days follow the org or user locale, so the highlighted days match where the weekend isn't Saturday and Sunday. To show ISO week numbers on the Gantt ruler, turn on the week numbers setting. Week numbers respect your locale's week-start convention. ## Navigate Long Horizons Move through months of schedule without manual scrolling. - When the **Move by Horizon** setting is on and you're on a view of 1 week or longer, the forward and back controls advance the Gantt by one full horizon length at a time. For example, a 1-month view moves forward or back by 1 month. When the setting is off, the forward and back controls scroll continuously. On views shorter than 1 week, the Gantt always moves one day at a time. Your choice is saved per user. - Use **Go Back** to return to your previous view. **Go Back** restores the prior view, scroll position, and selected resource scope. You can drill into a specific month, week, or day and quickly return to where you were. ## Work with Long-Cycle and Complex Work Long-term views change how work is shown so that a long horizon stays readable. - Multi-day appointments skip weekends and holidays instead of showing as a solid block, so you can see true availability. The appointment shows a breakdown of its duration, such as work time, travel time, and non-working gaps. - Lunch breaks are hidden on multi-day appointments to reduce visual clutter. - Short-cycle appointments of 1–4 hours stay visible and clickable even at a 6-month or 12-month zoom. Short and long appointments are visually distinct so that you don't confuse them, and overlapping short appointments are grouped with a count so that you can reach all of them. ## Data Limits at Long Horizons The Gantt limits loaded data to stay responsive. If a horizon exceeds this limit, an indicator shows the reached threshold and suggests next steps (such as narrowing the time frame or filtering resources). When the schedule loads completely, no indicator appears. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important When the Gantt loads partial data, confirm the change before you act on it. Scheduling decisions made on a partially loaded schedule are only committed with your explicit confirmation. <!-- document id=8e9d9d9628c9871d8617b35797795b08cc80f1d3caa11cc33b0820eb348d1575 url=/admin/current/en-us/service/264-0-0/messaging_apple_plan.md --> # Plan Your Apple Messages for Business Customer Journey While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_apple_plan__d652e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_plan__d652e1177" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45546e96">Planning Question</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45546e99">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What are your goals for your Apple Messages for Business channel?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Your goals determine many aspects of your channel setup, including routing and reusable content. For ideas, see this <a href="https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf" target="_blank">worksheet</a> published by Apple.</td> </tr> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">Where do you want customers to start an Apple Messages conversation with your business?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Decide which channel entry points to activate. For example, do you want customers to see the option to message you when they visit your website or open your mobile app? See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_entry_points.htm&release=264.0.0&type=5" title="If you want customers to message you in Apple Messages for Business, it’s helpful to understand the ways that they can do so. To make it easy for your customers to contact you, take advantage of both native Apple and business-controlled entry points.">Contacting Customers in Apple Messages for Business</a>. </td> </tr> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">How do you want Apple Messages inquiries to be routed to your support team, and what roles would enhanced bots or AI agents play?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 "> <p>Select a routing method and decide how to route different types of inquiries. For example, route customers to different queues based on whether they clicked <strong class="uicontrol">Tech Support</strong> or <strong class="uicontrol">Change Plans</strong> on your mobile app. See:</p><a name="messaging_apple_plan__ul_q3t_t5t_ddc"><!-- --></a> <ul id="messaging_apple_plan__ul_q3t_t5t_ddc"> <li><a href="https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&release=264.0.0&type=5" title="Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels.">Route Service Messaging Sessions with Omni-Channel Flows</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_routing.htm&release=264.0.0&type=5" title="Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.">Route Apple Messages Inquiries by Intent and Group</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What interactive content do you want service reps to be able to send to customers?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Apple requires Apple Messages for Business channels to provide a rich, interactive messaging experience. In Salesforce, you can meet this requirement by creating messaging components, whose formats include questions with options, payment requests, and forms. Service reps, Einstein bots, and AI agents can send these components during a messaging session. See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>.</td> </tr> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What text-only reusable content do you want service reps to be able to send to customers?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 "> <p>To show reps a list of text responses that they can choose from, use quick text or suggested replies. Quick text and suggested replies standardize the content and tone of your support team’s messages and save reps and customers time. See:</p><a name="messaging_apple_plan__ul_ohg_z5t_ddc"><!-- --></a> <ul id="messaging_apple_plan__ul_ohg_z5t_ddc"> <li><a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&type=5&language=en_US" target="_blank">Standardize Responses with Quick Text</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.einstein_replies_intro.htm&type=5&language=en_US" target="_blank">Suggest Replies with Einstein Service Replies and Reply Recommendations</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What customizations do you want to make to protect customers’ privacy and honor their data preferences?</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Follow best practices for messaging data handling, such as setting up sensitive data rules that mask credit card numbers or profanity. See <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5" title="Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.">Protect Customer Data and Privacy in Messaging</a>.</td> </tr> </tbody> </table> <!-- document id=96c24b6ed3b090c6aef290f7d0545aa2b33e0feab96fcc44a0503f798525c1ef url=/admin/current/en-us/service/264-0-0/bots_service_plan.md --> # Plan Your Einstein Bot Careful planning is essential to making your bot effective and your customers happy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). ## Technical Planning - Analyze the issues that your service reps are addressing to identify common issues that the bot can resolve. For example, password reset requests, order status, or routine questions, such as for store locations and hours. - To support the questions that your Einstein bot answers for your customers, develop a set of Knowledge articles. - Decide which channels that you want to use with your bot, such as Chat or Messaging. - Determine whether your bot needs a custom profile to perform actions for features that require extra licenses, like Field Service. Each bot has a Bot User profile and settings that determine what the bot can access or do. - Decide whether you want to add a persistent menu that’s always available to your customers at the bottom of the chat window. A Bot Options menu provides a quick way for customers to get to the main bot functions at any point in the chat experience. - If you plan to let customers type their questions in chat, compile a list of the ways that customers ask for help with these issues. Using this list, compile another list of customer requests that are out of scope for your bot. This list helps you smoothly address requests that the bot can’t address. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you plan to provide a purely menu- or button-driven bot, no need to define customer intents. ## Voice and Tone Planning - Consider a name for your bot, such as Codey the Bear, that reflects your company’s brand and voice. - Design a Welcome greeting that identifies the bot and clarifies that it isn’t a human. - Identify what the bot can do. Consider including an option to transfer to a service rep. <!-- document id=b1e19c0362181cb78fc99cd710064113651bf8869da1f40606e3556e8012cc1a url=/admin/current/en-us/service/264-0-0/knowledge_customizing_lex.md --> # Plan Your Knowledge Base in Lightning Experience It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> | Consideration | Further Information | | --- | --- | | What types of articles and information do you want to include in the knowledge base? | [Set Up and Configure Lightning Knowledge](https://help.salesforce.com/articleView?id=knowledge_lightning_set_up.htm&type=5&language=en_US). [Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/articleView?id=knowledge_lightning_record_types.htm&type=5&language=en_US), [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/articleView?id=knowledge_lightning_page_layouts.htm&type=5&language=en_US), [Custom Fields on Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_types.htm&release=264.0.0&type=5 "The first step in creating a custom field for articles is choosing the field type.") | | Who can write the articles? Who needs access to read the information? | [Lightning Knowledge User Access](https://help.salesforce.com/articleView?id=knowledge_setup_users_lex.htm&language=en_US), [Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5 "Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.") | | Do you need to categorize your information? | [Work with Data Categories](https://help.salesforce.com/articleView?id=category_whatis.htm&type=5#category_whatis&language=en_US), [Data Category Visibility](https://help.salesforce.com/articleView?id=category_visibility_whatis.htm&type=5#category_visibility_whatis&language=en_US) | | Do you need to enhance search? | [Improve the Article Search Experience](https://help.salesforce.com/articleView?id=knowledge_search_improve.htm&type=5#knowledge_search_improve&language=en_US), [Enable Topics for Articles](https://help.salesforce.com/articleView?id=knowledge_topics.htm&type=5&language=en_US) | | Do you need workflow or approval processes to manage article creation and publication? | [Workflow and Approvals for Articles](https://help.salesforce.com/articleView?id=knowledge_setup_wflow_approvals.htm&type=5#knowledge_setup_wflow_approvals&language=en_US), [Validation Rules](https://help.salesforce.com/articleView?id=knowledge_article_type_validation.htm&type=5#knowledge_article_type_validation&language=en_US) | | Do you have an existing Knowledge base or documentation that you need to import? | [Import Existing Information into Salesforce Knowledge](https://help.salesforce.com/articleView?id=knowledge_article_importer.htm&language=en_US) | | Are you supporting more than one language? | [Support a Multilingual Knowledge Base](https://help.salesforce.com/articleView?id=knowledge_setup_multilingual.htm&language=en_US) | | Do you need support reps to follow articles in Chatter? | [Feed Tracking](https://help.salesforce.com/articleView?id=collab_feed_tracking_overview.htm&language=en_US) | | Do you need to share your knowledge base externally? | [Give Customers Access to Your Knowledge Base Through Help Center](https://help.salesforce.com/articleView?id=networks_help_center_intro.htm&language=en_US) | | Do you need guidelines, resources, and current discussions on the evolving world of knowledge orientated service? | Salesforce Knowledge is "KCS Verified" by the Consortium for Service Innovation, which recognizes best practices in customer support methodologies. By implementing [Knowledge-Centered Support](http://www.serviceinnovation.org/) (KCS) features, you can create more efficient collaboration within your team and provide pertinent and accurate information to your customers. | Consider the following tips when planning and using Salesforce Knowledge: - Create [synonym groups](https://help.salesforce.com/s/articleView?id=service.search_how_synonyms_work.htm&release=264.0.0&type=5 "Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group.") in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results. - Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy maps to your role hierarchy. For more information, see [Data Category Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see."). - Create custom reports on your Salesforce Knowledge data. You can also install the _Knowledge Base Dashboards and Reports_ app from the AppExchange to receive over two dozen helpful reports. - Multiple support reps can edit the same article at the same time. If that occurs, your changes can be overwritten by a colleague without warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to edit only the articles they're assigned. - Review your usage regularly to avoid storage shortages: from Setup, enter Storage Usage in the Quick Find box, then select **Storage Usage**. - Public knowledge base users cannot rate articles. - [Salesforce Files](https://help.salesforce.com/articleView?id=collab_files_overview.htm&type=5&language=en_US) allows support reps to attach documents to articles. - You will lose your data if you convert a custom field on an article type into any other field type. Do not convert custom fields unless no data exists for the field. - When renaming Salesforce Knowledge labels note that standard field names, like Title and URL Name, are fixed. You can’t change the labels for these fields on the article create and edit pages. If the organization is set to another language, these fields remain in the fixed label for that language. - The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. With lemmatization, a search can match expanded forms of a search term. For example, a search for running matches items that contain _run_, _running_, and _ran_. - Make sure that you have a clear understanding of how record types affect your knowledge base, and how to use them to display different layouts for different articles. For more information, see [Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/articleView?id=knowledge_lightning_record_types.htm&type=5&language=en_US) - Determine if you need to create automation for some of your record types. Automation can include quick actions, process builder, or flows. For example, you can create a rule that sends an email to an article manager when a support rep creates an article from a closed case. - Determine if you need to create approval processes for some of your record types. For example, if you have a type of article that must have legal and management approval before it can be published externally, create an approval process for the article type. For more information, see [Workflow and Approvals for Articles](https://help.salesforce.com/articleView?id=knowledge_setup_wflow_approvals.htm&type=5&language=en_US). ## Knowledge Base Allocations by Edition The following table lists the total minimum number of languages, articles, and versions per article permitted for each Salesforce edition by default. Each Salesforce edition also has a default maximum number of languages, articles, and versions per article, as well. You can view the default maximum limits [here](https://help.salesforce.com/s/articleView?id=000392616&type=1&language=en_US). For orgs created before the Spring '18 release, the default limit for all editions is 16 languages. To request an extension for these allocations, contact Salesforce support. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. | Edition | Article, Version, and Language Allocations | | --- | --- | | Essentials | 500 articles, 10 versions per article, 1 language | | Professional | 500 articles, 10 versions per article, 1 language | | Enterprise | 50,000 articles, 10 versions per article, 5 languages | | Developer | 50,000 articles, 10 versions per article, 5 languages | | Unlimited | 150,000 articles, 10 versions per article, 10 languages | If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. Limits on versions retained per article don’t include versions linked to objects such as cases, work items, and undeletable lookup fields. So, for example, an article might have 25 versions, even if the default limit is 10 versions per article, if 15 of those versions are linked to cases. However, versions attached to objects such as cases count towards the total number of versions per org. <!-- document id=15ac2565f1b7520123d0399d772ab1bebb9246abe3b997412adfc0667d2ba6b2 url=/admin/current/en-us/service/264-0-0/knowledge_customizing.md --> # Plan Your Knowledge Base in Salesforce Classic It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. Setting up Salesforce Knowledge is a “choose your own adventure” procedure. There are many features and options and it’s up to you to decide which ones are right for your enterprise. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Not sure if you heard… Knowledge is available in Lightning Experience! To save yourself time and enjoy the full power of the Salesforce platform, we recommend getting started with [Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&release=264.0.0&type=5 "Manage your knowledge base in Lightning Experience. With Lightning Knowledge, you get the benefits of standard objects that work like other Salesforce objects."). Going forward, new features are available exclusively in Lightning Knowledge. | Consideration | Further Information | | --- | --- | | What types of articles and information do you want to include in the knowledge base? | [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/articleView?id=knowledge_setup.htm&language=en_US), [Knowledge Article Types](https://help.salesforce.com/articleView?id=knowledge_article_types_manage.htm&language=en_US) | | Who can write the articles? | [Classic Knowledge User Access](https://help.salesforce.com/articleView?id=knowledge_setup_users.htm&language=en_US) [Knowledge User License](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") | | Who needs to read what information and where? | [Knowledge User License](https://help.salesforce.com/articleView?id=knowledge_setup_users.htm&language=en_US), [User Setup](https://help.salesforce.com/articleView?id=knowledge_setup_assign_users.htm&language=en_US), [Classic Knowledge User Access](https://help.salesforce.com/articleView?id=knowledge_setup_users.htm&language=en_US), [Create Public Groups for Knowledge](https://help.salesforce.com/articleView?id=knowledge_setup_assign_users.htm&language=en_US), [Assign Article Actions to Public Groups](https://help.salesforce.com/articleView?id=knowledge_article_actions.htm&language=en_US) | | Do you need to categorize your information? | [Work with Data Categories](https://help.salesforce.com/articleView?id=category_whatis.htm&language=en_US), [Data Category Visibility](https://help.salesforce.com/articleView?id=category_visibility_whatis.htm&language=en_US) | | Do you need to enhance search? | [Improve the Article Search Experience](https://help.salesforce.com/articleView?id=knowledge_search_improve.htm&language=en_US), [Enable Topics for Articles](https://help.salesforce.com/articleView?id=knowledge_topics.htm&language=en_US), [Enable Suggested Articles to Solve Cases](https://help.salesforce.com/articleView?id=cases_suggest_articles.htm&language=en_US) | | Do you need workflow or approval processes to manage article creation and publication? | [Knowledge Management](https://help.salesforce.com/articleView?id=knowledge_article_actions.htm&language=en_US), [Validation Rules](https://help.salesforce.com/articleView?id=knowledge_article_type_validation.htm&language=en_US), [Workflow and Approvals for Articles](https://help.salesforce.com/articleView?id=knowledge_setup_wflow_approvals.htm&language=en_US) | | Do you have an existing Knowledge base or documentation that you need to import? | [Import External Content into Salesforce Knowledge](https://help.salesforce.com/articleView?id=knowledge_article_importer.htm&language=en_US) | | Are you supporting more than one language? | [Support a Multilingual Knowledge Base](https://help.salesforce.com/articleView?id=knowledge_setup_multilingual.htm&language=en_US) | | Do you need support reps to follow articles in Chatter? | [Feed Tracking](https://help.salesforce.com/articleView?id=collab_feed_tracking_overview.htm&language=en_US) | | Do you need to share your knowledge base externally? | [Give Customers Access to Your Knowledge Base Through Help Center](https://help.salesforce.com/articleView?id=networks_help_center_intro.htm&language=en_US) | | Do you need guidelines, resources, and current discussions on the evolving world of knowledge base orientated service? | Salesforce Knowledge is "KCS Verified" by the Consortium for Service Innovation, which recognizes best practices in customer support methodologies. By implementing [Knowledge-Centered Support](http://www.serviceinnovation.org/) (KCS) features, you can create more efficient collaboration within your team and provide pertinent and accurate information to your customers. | Consider the following tips when planning and using Salesforce Knowledge: - Create [synonym groups](https://help.salesforce.com/s/articleView?id=service.search_how_synonyms_work.htm&release=264.0.0&type=5 "Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group.") in Salesforce Knowledge. Synonyms are words or phrases that are treated as equivalent in article searches, letting you optimize search results. - Before setting up data categories, carefully plan your category groups and their hierarchies. Also, consider how your category hierarchy maps to your role hierarchy. For more information, see [Data Category Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see."). - Create custom reports on your Salesforce Knowledge data. You can also install the _Knowledge Base Dashboards and Reports_ app from the AppExchange to receive over two dozen helpful reports. - Multiple support reps can edit the same article at the same time. If that occurs, your changes can be overwritten by a colleague without warning, even if you save your work frequently. To avoid accidental data loss, instruct all users who edit articles to edit only the articles they're assigned. - Review your usage regularly to avoid storage shortages: from Setup, enter Storage Usage in the Quick Find box, then select **Storage Usage**. - Public knowledge base users cannot rate articles. - The [File custom field type](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_types.htm&release=264.0.0&type=5 "The first step in creating a custom field for articles is choosing the field type.") allows service reps to attach documents to articles. - You will lose your data if you convert a custom field on an article type into any other field type. Do not convert custom fields unless no data exists for the field. - When renaming Salesforce Knowledge labels note that standard field names, like title and type, are fixed. These fields do not change the labels on the article create and edit pages. If the organization is set to another language, these fields remain in the fixed label for that language. - The Salesforce Knowledge search engine supports lemmatization, which is the process of reducing a word to its root form. With lemmatization, a search can match expanded forms of a search term. For example, a search for running matches items that contain _run_, _running_, and _ran_. - Make sure that you have a clear understanding of the type of articles your organization needs, and how support reps interact with these article types. This determines the article type permissions and article actions that you need to assign to Salesforce Knowledge users, which you can then use to create the set of profiles or permission sets required by your organization. For more information, see [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles."). - Determine if you need to create workflow rules for some of your article types. For example, you can create a rule that sends an email to an article manager when a support rep creates an article upon closing a case. - Determine if you need to create approval processes for some of your article types. For example, if you have a type of article that must have legal and management approval before it can be published externally, create an approval process for the article type. ## Knowledge Base Allocations by Edition The following table lists the total minimum number of languages, articles, and versions per article permitted for each Salesforce edition by default. Each Salesforce edition also has a default maximum number of languages, articles, and versions per article, as well. You can view the default maximum limits [here](https://help.salesforce.com/s/articleView?id=000392616&type=1&language=en_US). For orgs created before the Spring '18 release, the default limit for all editions is 16 languages. To request an extension for these allocations, contact Salesforce support. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. | Edition | Article, Version, and Language Allocations | | --- | --- | | Essentials | 500 articles, 10 versions per article, 1 language | | Professional | 500 articles, 10 versions per article, 1 language | | Enterprise | 50,000 articles, 10 versions per article, 5 languages | | Developer | 50,000 articles, 10 versions per article, 5 languages | | Unlimited | 150,000 articles, 10 versions per article, 10 languages | If you require more than the allocated default maximum, you can ask Salesforce Support to increase the article limits. Limits on versions retained per article don’t include versions linked to objects such as cases, work items, and undeletable lookup fields. So, for example, an article might have 25 versions, even if the default limit is 10 versions per article, if 15 of those versions are linked to cases. However, versions attached to objects such as cases count towards the total number of versions per org. #### See Also - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Knowledge Scalability](https://help.salesforce.com/s/articleView?id=service.knowledge_scalability.htm&release=264.0.0&type=5 "Every Salesforce Knowledge article can have several versions: one draft, one published, and several archived versions, and each of these versions can have multiple translations. Thus, the total number of article versions in an org can be much higher than the number of articles. When scaling your org, pay attention to both the total number of article versions and edition-specific limits on articles.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) <!-- document id=b9c258b3fdef611ec8269214a5f3f2f8aa7ff51add9e28b503d7da4f51850f4b url=/admin/current/en-us/service/264-0-0/mfs_perf_priming_rollout_strategy.md --> # Plan Your Performance Priming Rollout Strategy Follow these guidelines to ensure a smooth Performance Priming launch. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> Performance Priming automatically generates briefcases using Service Appointment list views. Ensure that the filters for these list views are consistent across your sandbox and production environments. When you update org configurations or roll out any new Field Service mobile features, you may need to log out mobile workers. Logging out mobile workers clears cached data, which requires a full download the next time the app is used. If all mobile workers log out and re-prime at the same time, this can place heavy load on your servers and impact performance. To avoid these issues, follow these best practices. 1. **Stagger logouts**: Don’t log out all mobile workers at once. Instead, log them out in small groups, for example, by region, shift, or team. 2. **Roll out configuration changes gradually:** Apply updates to a limited group first. Verify performance before extending the changes to more users. 3. **Stagger feature rollouts:** When enabling new functionality, including priming improvements, release to subsets of mobile workers over time. 4. **Monitor and adjust:** After each group, check performance, sync times, and error rates. Use these metrics to inform and plan following waves of the rollout. 5. **Communicate with mobile workers:** Let mobile workers know when to expect a logout and re-login. Provide details on timing, expected behavior, and troubleshooting steps. <!-- document id=c232e3f097303186705b1d9364890a9c344bfd3695cd26008607f869e0e57922 url=/admin/current/en-us/service/264-0-0/console2_setting_up.md --> # Plan Your Salesforce Console Implementation Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p>Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> <p style="margin-bottom:0;">Lightning console apps are available in the Essentials edition in Lightning Experience only.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. Salesforce Classic Consoles If you’re assigned the Service Cloud User feature license, you can review and customize an out-of-the-box console by selecting **Sample Console** from the app menu. Lightning Experience Consoles Salesforce provides standard Lightning console apps for Sales and Service. To access these apps, you must be assigned the correct feature license. From the App Launcher, find and open **Service Console** or **Sales Console**. These apps are designed to meet all your Service and Sales needs and can be customized. You can set up multiple consoles in your Salesforce org so long as you don’t exceed your edition’s custom apps limit. If you’re already using a console for Service, you can create a console for Sales without purchasing separate licenses. - **[Salesforce Console Planning Questions](https://help.salesforce.com/s/articleView?id=service.console2_planning_questions.htm&release=264.0.0&type=5)** Review these questions to help you get the most out of your console implementation. - **[Salesforce Console Implementation Tips](https://help.salesforce.com/s/articleView?id=service.console2_impl_tips.htm&release=264.0.0&type=5)** Review these tips to make sure that you’re getting the most out of your console implementation. - **[Lightning Console Technical Requirements](https://help.salesforce.com/s/articleView?id=service.console2_technical_requirements.htm&release=264.0.0&type=5)** Review these recommended technical requirements to get the best performance out of your console implementation. #### See Also - [Set Up a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_intro.htm&release=264.0.0&type=5 "You can set up a console for Sales, Service, or create one for your own business needs.") - [Create and Edit a Custom Lightning Console App](https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&release=264.0.0&type=5 "Create custom console apps in Lightning Experience the same way that you create other Lightning Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items, configure navigation rules, and assign the app to user profiles. You can always come back and edit your console app at any time.") - [Salesforce Console Limitations](https://help.salesforce.com/s/articleView?id=service.console2_limitations_intro.htm&release=264.0.0&type=5 "Understand the limitations of the Salesforce Console.") <!-- document id=0a1630d4ee2259b38e5c0a87655846d1b528a0322db6479d5945a1601ff9b30f url=/admin/current/en-us/service/264-0-0/entitlements_determining_set_up.md --> # Planning for Entitlement Management Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Choose What Determines Support Eligibility You can set up entitlement management so customers are eligible for support based on one or several of the following types of records: - _Accounts:_ Any contact on the account is eligible for support. - _Contacts:_ Specific contacts are eligible for support. - _Assets:_ Specific assets (purchased products) are eligible for support. - _Service contracts:_ Customers are eligible for support based on a specific service contract. - _Contract line items:_ Specific products covered by a service contract are eligible for support. Your approach depends on how detailed you want your support process to be. If you prefer to keep it simple, just have your support reps determine support eligibility based on accounts. Here’s what this approach looks like: ![Verifying support](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/em_verify_support.png) ## Choose a Setup Model There are three general ways to set up entitlement management. Once you’ve decided what should determine support eligibility, review the three models and select the one that best meets your business needs. You can always change which model you’re using. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48394e117">Entitlement model</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48394e120">What determines support eligibility</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48394e123">Use this model if</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Entitlement model" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e117 ">Entitlements only (simplest option)</td> <td data-label="What determines support eligibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e120 ">Support reps determine whether a customer is eligible for support at the account, contact, or asset level.</td> <td data-label="Use this model if" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e123 "> <ul> <li>There's no need to manage your customers' entitlements as part of a service contract</li> <li>Your entitlements don't have a renewal process</li> <li>Entitlements aren't purchased by your customers; they're bundled with products (warranties)</li> <li>Your customers' entitlements are short term and managed independently of each other</li> </ul> </td> </tr> <tr class=""> <td data-label="Entitlement model" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e117 ">Entitlements + service contracts</td> <td data-label="What determines support eligibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e120 ">Support reps determine whether a customer is eligible for support based on their service contract. </td> <td data-label="Use this model if" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e123 "> <ul> <li>Entitlements are purchased and managed separately from the products they cover and are part of a service contract</li> <li>Your customers' entitlements are renewed at a contract level</li> <li>You use Salesforce for customer support but not necessarily for service contract management</li> </ul> </td> </tr> <tr class=""> <td data-label="Entitlement model" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e117 ">Entitlements + service contracts + contract line items (most complex option)</td> <td data-label="What determines support eligibility" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e120 ">Support reps determine whether a customer is eligible for support based on the products covered in their service contract.</td> <td data-label="Use this model if" class="slds-cell-wrap" style="vertical-align:top;" headers="d48394e123 "> <ul> <li>You use Salesforce for customer support and to manage your customers' service contracts</li> <li>Your support team manages service contract transactions, such as transfers, mergers, and renewals</li> <li>Warranties, subscriptions, or other support products appear as line items on your sales orders and map to one or more entitlements</li> <li>Entitlements are created and updated through an integration with your order management system</li> </ul> </td> </tr> </tbody> </table> Regardless of the setup model you choose, you can enhance your support process with other entitlement management features. For example, you can: - Create entitlement processes to enforce required, time-dependent steps in your support process - Use entitlement versioning to create and maintain multiple versions of entitlement processes - Add entitlements to experiences - Report on entitlements After you select a setup model, head to the invaluable [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes."). #### See Also - [What’s Entitlement Management?](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&release=264.0.0&type=5 "Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process.") <!-- document id=46cd9022eb2fc2fc0163aeb76a5e600c50ec4607b48f33f981609e32a86eec58 url=/admin/current/en-us/service/264-0-0/rules_escalation_best_practices.md --> # Planning for Escalation Rules Your organization may have a process for escalating cases that remain open beyond a specified period of time. To automate the process of escalating cases, create an escalation rule that specifies what actions to take when cases are not resolved within a designated length of time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To get started with escalation rules, consider these questions. - Determine the business hours. Do you have multiple support centers in multiple locations and time zones? Are your support centers available 24/7? Do you have different support hours for different days of the week? - Document your escalation process. Do you notify certain support representatives when cases get escalated? How old does a case need to be before it is escalated? What case attributes determine if and when it should be escalated? - Decide what escalation actions to take. Do you send an email when a case is escalated? Do you notify the case owner when cases are escalated? <!-- document id=2a67699f43863f638ea03b3bdd1ff1b9802c5786077b12f5319d0df2998ad793 url=/admin/current/en-us/service/264-0-0/vaccine_packages_point_of_entry_hv.md --> # Point-of-Entry Health Verification SMART Health Card holders can scan their SMART Health Card for point-of-entry health verification. Safety Cloud provides an out-of-the-box Visualforce barcode scanner page that can be installed on any browser. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> When a card holder presents their SMART Health Card to the Visualforce barcode scanner page on a verifier’s device, these processes occur. 1. The Visualforce barcode scanner page uses the device’s front-facing camera to scan the QR code on the SMART Health Card. 2. After it’s scanned, the Health Card Verification service in Salesforce Core extracts and verifies the QR code payload (vaccination data or laboratory test data). 3. The verification results are returned and displayed to the Visualforce page for the verifier and card holder to see. 4. A Health Card record is saved in Salesforce. The Health Card record represents proof of the scanned SMART Health Card. It also includes information from the SMART Health Card. Safety Cloud links the Health Card record to the user’s Health Verification record, providing a comprehensive account of the user’s health status. If the Health Card record associated with the Health Verification record has a status of Verified, you can apply automation logic that says, “Verify each Health Verification record automatically.” ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note A Health Card’s verified' status simply indicates that Safety Cloud read the card’s payload and determined that everything checks out cryptographically. It’s up to the organization to decide if that’s enough for automatic health verification. #### See Also - [Configure the Visualforce Barcode Scanner Page for Point-of-Entry Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_configure_barcode_scanner_hv.htm&release=264.0.0&type=5 "Safety Cloud comes with a Visualforce page that you can use to scan SMART Health Card QR codes. You can load the Visualforce page on any browser. After it’s scanned, the QR code’s payload is extracted and verified by the Safety Cloud health card verification service.") - [Enable the Known Issuers Directory](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_known_issuers.htm&release=264.0.0&type=5 "As an admin, you can enable the Known Issuer Directories Setup feature to import an up-to-date list of known SMART Health Card issuers. The data from the Known Issuers directory helps Safety Cloud determine whether the SMART Health Card shared by a card holder is valid and credible.") <!-- document id=d6da25423b9634f5f728e81c17770e24c3508d76e1bbc3c8cb08095ca1d6dcc0 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_policy_mgmt_parent.md --> # Policy Management for IT Compliance Establish foundational IT rules by centrally managing the full policy lifecycle in the IT Compliance app. Translate regulations such as SOC 2, HIPAA, or ISO 27001 into actionable guardrails and replace disconnected spreadsheets and manual emails with an audit-ready system of action. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Policy Management Tasks The IT Compliance app standardizes how you author, distribute, and track organizational policies. - Draft and Author Policies: Use generative AI to extract clauses from legacy documents or create formal text based on regulatory sources and industry templates. - Author in Microsoft 365: Draft and revise policies directly in Microsoft Word. Edits sync back to Salesforce, which remains the system of record. - Distribute and Track Acknowledgments: Launch communication campaigns to notify employees of new policies or updates to existing policies. Employees can review and digitally sign documents within the Policy Hub on the portal. - Capture Audit Evidence: Maintain verifiable logs that record timestamps, user IDs, and specific policy versions for every digital signature. - Map Regulatory Traceability: Connect each regulation, external or internal, to the policies, controls, and risks that satisfy it for end-to-end traceability. - **[Set Up Policy Management Features for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_policy_mgmt_parent.htm&release=264.0.0&type=5)** Configure the foundational settings required to translate regulatory requirements into actionable internal standards. Set up the policy framework by enabling authoring tools, integrating with Microsoft 365 for document collaboration, and configuring the communication channels used to distribute policies and track employee acknowledgments. - **[Work with Policies for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_work_with_policies.htm&release=264.0.0&type=5)** Manage the end-to-end lifecycle of your internal standards to ensure they are accurate, organized, and audit-ready. Draft policy clauses, map them to regulatory requirements, and preview documents before activating policies. Then, track employee acknowledgments in real time to verify organizational compliance. <!-- document id=32ce5399416f91cab52e6af17b2f60ecfd5366240750f037e4f90f38349f9c48 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_policy_mgmt_workflow.md --> # Policy Management in IT Compliance Know how an IT Compliance admin turns a NIST regulation into an enforced Acceptable Use Policy by using AI-assisted authoring, Microsoft 365 collaboration, and policy communication campaigns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Policy Records To manage policies effectively, review the policy records involved in the lifecycle. | Record Type | Description | | --- | --- | | Compliance Policy | The overarching container for a set of rules (for example, an Acceptable Use Policy). | | Compliance Policy Version | A specific iteration of a policy. Versions provide an audit trail of which rules were active at a specific time. | | Compliance Policy Clause | A specific rule or provision within a policy (for example, Remote Device VPN Requirement). | | Compliance Policy Clause Version | The version-controlled text of a specific rule. | | Compliance Policy Communication | A campaign record that tracks the distribution of a policy version to a defined audience. | | Compliance Policy Communication Recipient | A record linking a specific user to a communication campaign. | | Compliance Policy Communication Response | The individual response record capturing a user's digital signature and timestamp. | ## The End-to-End Workflow: A Remote Work Example Follow the lifecycle of an Acceptable Use Policy to see how these features interact. ## Ingestion and Traceability The workflow begins when an admin identifies an external requirement and uploads a regulatory framework, such as the NIST Cybersecurity Framework. Using AI, the system parses the document into structured regulation clauses, such as Remote Device Access Requirements and Prohibited Use, so that every internal rule is linked to the requirement it satisfies. ## AI-Assisted Policy Authoring Instead of drafting from scratch, managers use smart policy authoring. By selecting the ingested NIST regulation, generative AI drafts formal internal clauses tailored to your specific IT environment, such as a Remote Device VPN Requirement clause. ## Collaboration via Microsoft 365 For complex policies, managers can choose to move their work from Salesforce into the familiar Microsoft Word environment. This option lets managers work in a familiar environment without losing Salesforce features. Core Salesforce authoring capabilities, such as generative AI for clause generation and refinement, are available directly in Word. Once in Word, multiple stakeholders can collaborate simultaneously using familiar commenting and track-changes features. For example, a legal reviewer adds a Remote Device VPN Requirement clause about using VPNs for remote devices in Word. To eliminate duplicate effort, any new text highlighted and marked as a clause is automatically created as a record in Salesforce. All updates sync bidirectionally, and built-in conflict resolution ensures that your document stays in sync with your Salesforce records. ## Publication and Enforcement The platform enforces strict versioning. You must transition all associated clause versions to Published or Active before the parent policy can be moved to those states. This ensures no policy is activated with unfinished language. ## Distribution and Acknowledgment Managers launch a communication campaign to a target audience, which triggers automated notifications in the Employee Service Portal. Employees can review and acknowledge the policy in the Policy Hub to create an immutable digital signature for the audit trail. ## Control and Risk Mapping Each published clause is associated with the technical controls that enforce it and the specific risks it mitigates. For example, the Remote Device VPN Requirement clause is linked to a preventative VPN-enforcement control on managed devices, as well as to the data-leak risk that the control reduces . These associations allow auditors to trace any signed employee acknowledgment back through the policy clause to the active technical control proving enforcement and the risk being managed . ## Auditability This structured workflow creates a traceable map of interconnected records. If an auditor asks for proof of enforcement, your organization can show a complete chain of evidence: - The original external regulation (such as NIST or GDPR) - The internal policy clause that satisfies the requirement - The employee's digital signature and timestamp - The technical control that demonstrates enforcement <!-- document id=5d0a8551af1f1606421881afee50e3ee62a522e7e1c977e981a46b9baa3d985b url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_popovers.md --> # Popovers in the Scheduling Console Popovers consolidate key information and actions into one unified view, giving dispatchers quick access to service resource details without navigating away. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Popovers consolidate key information and actions into one unified view. Dispatchers can quickly access the service resource details that they need, including skills, resource absences, and service appointment details, without navigating away. ## Service Appointment Popover View the information of a service appointment by hovering over a service appointment tile on the Gantt, an appointment in the service appointment list, or a service appointment marker on the map. If your admin defined a subtitle in the Gantt Label Details field on the Service Appointment object, it also shows. See [Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&release=264.0.0&type=5 "Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you."). You can also open the Service Appointment side panel and select actions to perform on the service appointment. ![Service appointment popover showing information, controls, and available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_service_appointment.png) - Click the appointment name to open the service appointment record in a new tab (1). - Click the side panel icon to view and edit service appointment details (2). See Service Appointment Side Panel in [Features of the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_features.htm&type=5&language=en_US). - Select an action (3). ## Service Resource Popover View the information of a service resource by hovering over a resource in the service resource list. If your admin defined a subtitle in the Gantt Label Details field on the Service Resource object, it also shows. See [Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&release=264.0.0&type=5 "Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you."). You can view the service resource's skills and skill levels. Time-phased skills are aligned with the Gantt's date range. Below the service resource's name, an online status indicator shows whether the resource is currently active or when they were last active. Your admin can configure how many minutes a resource can be inactive before they're marked as offline. See [Customize the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_customize_settings.htm&type=5&language=en_US). ![Service resource popover showing field set information, skills, skill levels, and a link to the resource record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_service_resource.png) - Click the resource's name to open the service resource record in a new tab (1). - Click **All Skills** to view the resource's skills and skill levels (2). - Select an action (3). ## Resource Absence Popover View absence information by hovering over a resource absence tile on the Gantt or a resource absence marker on the map. You can also view and perform absence-related actions from the popover. ![Resource absence popover showing absence details and available actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_resource_absence.png) - Click the resource absence title to open the resource absence record in a new tab (1). - Select an action (2). ## Break Popover View break information by hovering over a break tile on the Gantt. ![Break popover showing break details on the Gantt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_break.png) Click the break title to open the resource absence record in a new tab (1). ## Capacity-Based Tile Popover View information related to capacity-based service appointments by hovering over a capacity-based tile on the Gantt. The popover includes utilization information and a link to view the list of service appointments assigned to the capacity-based resource. The list search results appear in a temporary list, showing a maximum of 50 records. Live updates aren’t applied to these results. ![Capacity-based tile popover showing utilization information and a View Appointments link](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_capacity_tile.png) - Click the capacity-based resource's name to open the service resource record in a new tab (1). - Click **View Appointments** to show the service appointment list linked to the capacity-based service resource (2). ## Capacity-Based Resource Popover View information related to a capacity-based service resource by hovering over the relevant resource in the service resource list. You can also view the service resource's skills and skill levels. ![Capacity-based resource popover showing resource details, skills, and skill levels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_popovers_capacity_resource.png) - Click the capacity-based resource's name to open the service resource record in a new tab (1). - Click **All Skills** to view the resource's skills and skill levels (2). - Select an action (3). <!-- document id=89a53ed18c3df198a568ebfc5acfd3b19b3758e8b54c84786af146140f001a17 url=/admin/current/en-us/service/264-0-0/afcc_sv_port_number.md --> # Port a Voice Number Transfer existing US and Canadian long code or toll-free numbers to seamlessly manage your voice communications. Submit a formal port-in request with the required authorization documents to initiate the transfer process. Track the status of your numbers through automated notifications, from initial submission to final activation. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d40626e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40626e62 ">To port a voice number:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40626e62 "> <p>Agentforce Contact Center Admin (Salesforce Voice)</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US&type=5" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> Purchase the appropriate number lease entitlement from Salesforce for each number type that you plan to port - 10-digit long code (10DLC) or toll-free number. After you purchase the required entitlement and it is provisioned in your Salesforce org, number porting is enabled for the org. 1. From Setup, use Quick Find and go to **Communication Channels**. 2. From the Numbers tab, click **Add External Number**. 3. Click **Port Number**. 4. Go through the information on the screen and click **Next**. 5. Select a country and then enter your number. You don’t need to add your country code with the number. ![Add phone number without the country code.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_port_number.png) 6. Click **Submit**. 7. Your number is queued for porting. To complete the process, you must submit documentation. You will receive an email with the details of the documentation to be submitted. Reply to the email and attach all required documentation. The porting process takes about two weeks to complete. After your number is successfully ported, [create and configure a PSTN voice channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5 "Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number.")  to make and answer calls from your ported number from Agentforce Contact Center. <!-- document id=ed00e25ed150953601bb59486deebbd9d4b8bc3d7b78d448d0a27ebe0a87e4b6 url=/admin/current/en-us/service/264-0-0/security_phc_overview.md --> # Portal Health Check Portal health check reports provide information on security-related portal settings to improve portal security. ### Required Editions Your customers and partners can access your information via portals in many ways. With portal health check reports, you can easily monitor this access. Portal health check reports show your security-related portal settings and provide information you can use to improve portal security. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35781e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35781e57 "> <span id="security_phc_overview__ToRunPHC"><a name="security_phc_overview__ToRunPHC"><!-- --></a>To view portal health check reports:</span> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35781e57 "> <p>Customize Application</p> <p>AND</p> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> </tbody> </table> Customer Portals and partner portals let you collaborate with and provide services to your customers and partners. With portals, you share and capture information from third-party users. To ensure that you don't expose more information than intended, it's important to follow best practices for portal implementation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Portal health check reports show sensitive user permissions, object permissions, and field permissions granted through profiles, as well as organization-wide sharing settings and sharing rules. Your portal users can also access records via the following means, which aren't included in portal health check reports. - Permission sets - Manual sharing - Apex managed sharing - Territories - List views - Groups - Queues - Teams - Content libraries - Folders To view portal health check reports, from Setup enter Portal Health Check in the Quick Find box, then select **Portal Health Check**. Lastly, click the report you want. The following reports are included: - Administrative and User Permissions - Object Access and Field-Level Security - Sharing Organization-Wide Defaults - Sharing Rules ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The portal health check reports don't include information for criteria-based sharing, high-volume portal users, or Self-Service portal users. #### See Also - [View the Administrative and User Permissions Report for Portal Users](https://help.salesforce.com/s/articleView?id=service.security_phc_admin.htm&release=264.0.0&type=5 "User permissions are powerful, as they expand users' access to data. It's important to use caution when setting permissions for a profile. Use the Administrative and User Permissions report—one of the portal health check reports—to see portal profiles and their critical permission settings.") - [View the Object Access and Field-Level Security Report for Portal Users](https://help.salesforce.com/s/articleView?id=service.security_phc_fls.htm&release=264.0.0&type=5 "Object permissions specify the access that users have to standard and custom objects. It is important to monitor this information for portal user profiles to ensure that portal users have access to only the appropriate objects and fields. The Object Access and Field-Level Security report—one of the portal health check reports—allows you to do just that.") - [View the Sharing Organization-Wide Defaults Report for Portal Users](https://help.salesforce.com/s/articleView?id=service.security_phc_owd.htm&release=264.0.0&type=5 "The Sharing Organization-Wide Defaults report—one of the portal health check reports—lists standard and custom objects and the default access setting for each object. You can use this report to review and edit the organization-wide default settings that expose records to portal users.") - [View the Sharing Rules Report for Portal Users](https://help.salesforce.com/s/articleView?id=service.security_phc_sharing_rules.htm&release=264.0.0&type=5 "The Sharing Rules report—one of the portal health check reports—lists all sharing rules that give portal users access to records they don't own. It shows how many portal users can access records as a result of each sharing rule, and lets you edit access levels for each rule. For some user sets (like groups, roles, and territories), you can drill down to detail pages, and edit, delete, or manage the users in the set.") <!-- document id=2a0df558053e06e8a2b039e971835ed0578c669c9da16d554b82921e98d2764d url=/admin/current/en-us/service/264-0-0/ideas_post.md --> # Post and Edit Ideas Learn to post and edit Ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14409e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14409e54 ">Edit on ideas</td> </tr> </tbody> </table> #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") ## Post Ideas 1. To search for existing ideas that match your idea, use the search box in the sidebar. This search helps reduce the number of duplicate ideas in the Ideas, Answers, or Chatter Answers community. If no existing ideas match your idea, proceed to the next step. 2. Create an idea using one of the following options: - On the Ideas tab, select the appropriate community from the list at the top of the page and click **Post Idea**. - From the Ideas list view, click **New Idea**, then select a community, and click **Continue**. - From the sidebar, select **Idea** from the Create New dropdown list, select a community, and click **Continue**. 3. If you’re posting the idea to an idea theme, select one from the list. You can post ideas only to idea themes that exist within your community. 4. Enter a title for your idea no longer than 255 characters. After you enter the title, Salesforce searches the community for ideas with the same words in their title or description and then displays the top five matching ideas. If one of these ideas looks similar to your own, click that idea's title to open its detail page in a new window. From the detail page, you can read a description of the idea and vote for it instead of posting your duplicate idea. If none of the ideas in the list are similar to your idea, proceed with the following steps to post your unique idea. 5. In the description area, enter the details of your idea. If your organization has enabled the HTML editor for Ideas, the description can include HTML and reference online images. If the HTML editor isn’t enabled, use plain text only. 6. Choose one or more categories for your idea. 7. If you’re an administrator, optionally choose a status for your idea. The Status dropdown list is visible only to administrators. 8. If enabled by your administrator, you can add an attachment to your idea: 1. To locate and attach a file from your computer, click Browse. You can attach any supported file types. Supported file types include Microsoft® PowerPoint® presentations and Excel® spreadsheets; Adobe® PDF files; and image, audio, and video files. Your organization determines the maximum attachment size. 2. Optionally, type a title for the file. If you don’t enter a title, the filename appears as the attachment’s title. 9. Click **Post**. Your new idea displays at the top of the Recent Ideas subtab, and your vote (promote) is automatically applied to the idea. Each vote is always worth 10 points. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip Use the following writing tips to make your idea easier for others to read and understand: - Use complete sentences. - Be as concise and direct as possible. - Check your spelling and punctuation. ## Edit Ideas If you have edit permission on ideas, you can edit the details of an existing idea: 1. On the Ideas tab, click the title of an idea. 2. Click **Edit**. 3. Modify the title, description, category, and status (administrators only) of the idea as appropriate. 4. To save your work, click **Apply**. Editing an idea's details doesn’t permit you to edit the comments on an idea. <!-- document id=e6968b13c141a3c65776f69789269e87c601b368ee51d07a8c24bdf81964af40 url=/admin/current/en-us/service/264-0-0/hr_svc_post_migration_checks.md --> # Post Migration Checks Platform User License (PUL) users and UEL users have different sharing behavior. Without the right controls, PUL users might edit cases they do not own or view internal case comments. Review the settings below to prevent unintended access. While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Verify Core License And Feature Settings Confirm that the required baseline settings are enabled for both UEL and PUL license types. - Set External Org-Wide Defaults (OWD) to Private for both license types. - For PUL users, set Internal OWD to Private. - Confirm the following are enabled (True) for both license types: - Person Accounts - Network features (Enabled, Member, and Internal User) - Employee Linkage ## Verify Security Settings Configure PUL users as requestor-only users and prevent unintended access. - Set internal Org-Wide Defaults (OWD) to Private. - Enable the NetworkOnlyInternalUser profile permission for PUL users who should have requestor-only access. - Use custom public groups to separate requestor-only PUL users from standard internal users. - Configure sharing rules so requestors get access to the correct records, independent of internal user groups. - Use Apex to ensure Chatter feeds and Case comments created by PUL users are marked public/external only. ## Verify Employee Record Permissions Protect employee data by limiting visibility and edit access. - Remove the View Employee user button unless all users should be able to access Employee information. - Restrict edit access on Employee records to admins only. Otherwise, users can change their own Employee Status, Start Date, and Employee Number. <!-- document id=e07fc54e4ed4bbdd3a5099c43085470a6817e47293831807a4bb22f994119130 url=/admin/current/en-us/service/264-0-0/hr_svc_uel_migr_troubleshooting.md --> # Post Migration Checks While validation is optional, we recommend completing these steps to ensure all features function as expected after the migration: 1. **Enable User Access Policies:** From Setup, turn on User Access Policies to manage UEL entitlements. 2. **Verify License Assignment:** Check that your employee users now reflect the Standard user type and have the correct UEL license assigned. 3. **Update Field-Level Security:** Manually update field-level security for Case and Incident objects to ensure the new UEL users have appropriate access. 4. **Update Site Membership:** Make sure that the new Unified Employee profiles are added to the relevant Experience Cloud sites. 5. **Test Employee2 Linkage:** Confirm that the Employee2.User mandatory field is correctly populated for migrated users. 6. **Run manager provisioning:** We recommend running [manager provisioning](https://help.salesforce.com/s/articleView?id=service.hr_svc_enbl_mgr_pvsng.htm&language=en_US) once the migration is successful. <!-- document id=aca7dd57f1d0d40ed79c730e7aeb871585efbeb3865bc6e3d171bcf1ed9a9cf7 url=/admin/current/en-us/service/264-0-0/hr_svc_post_migration_changes_overview.md --> # Post Migration: What Changes and What Doesn’t? CCP to UEL migration is a foundational shift in how employee users are modeled, focusing on identity transformation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Customizations such as Apex triggers, Apex classes, and custom flows are not automatically migrated or updated. After the migration is successful, test and reconfigure these components to ensure they function as expected. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="What Changes and What Doesn’t?"> <caption>What Changes and What Doesn’t?</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102283e42">What Changes?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102283e45">What Stays the Same?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="What Changes?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102283e42 "><strong>Target Profile: </strong>During migration, the target user profile is mapped to the Unified Employee profile. After the migration is successful, verify that the correct profile is assigned to your users and reconfigure any profile-based settings as required.</td> <td data-label="What Stays the Same?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102283e45 "><strong>Permission Sets & Permission Set Groups: </strong>Permission sets and permission set groups don’t change during migration. However, after the migration is successful, you need to <a href="https://docs.google.com/document/d/1uOVHnyhAWsWwgEbMx3xu_eXMB-K5tB0FxCdL74h-C0Y/edit?tab=t.0#bookmark=id.ookp4qkqoft3" target="_blank"><u>set up user access policies for UEL migration</u></a>.</td> </tr> <tr class=""> <td data-label="What Changes?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102283e42 "><strong>Sharing Sets: </strong>Sharing sets aren’t applicable to UEL. Post migration, use Apex or Sharing Rules instead. </td> <td data-label="What Stays the Same?" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d102283e45 "><strong>Role</strong>: Existing role assignments and reporting structure are preserved during migration.</td> </tr> <tr class=""> <td data-label="What Changes?" class="slds-cell-wrap" style="vertical-align:top;" headers="d102283e42 "><strong>User License: </strong>All existing CCP license users are migrated to UEL. All new users use UEL by default. </td> </tr> </tbody> </table> <!-- document id=0b29d3d08b9311b7fb52bf44b2aa8fce598175ff615b3d852c63ff75f8b5586e url=/admin/current/en-us/service/264-0-0/case_interaction_portal_post.md --> # Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed The Experience action in the case feed is your default option for responding to customers on cases that originated from an Experience Cloud site or customer portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68856e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68856e55 ">To create case posts in customer portals or Experience Cloud sites:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68856e55 ">Edit on cases</td> </tr> </tbody> </table> To post on cases in a customer portal or Experience Cloud site: 1. Click **Answer Customer** on the Case Feed page. 2. Click ![Answer Customer menu button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/select_widget.png) and select **Community**. Depending on how your administrator has set up Case Feed, you’re able to click **Experience** without first having to click **Answer Customer**. 3. Enter the message to the customer. ![Community action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/ccf_community_action.png) 4. If you're working on a case that was escalated from a question in Chatter Questions or Chatter Answers, choose who you want your post to be visible to: - Select **Customer Only** to post your answer as a private reply, or **Everyone** to post it as a public reply. - Select **Customer Case** to make a post visible to all internal and external users with access to the case, or **Community Question** to post a public answer on the site user’s question. If you select **Customer Case** and your Salesforce administrator has enabled the site case feed, you create a Chatter post instead of a case comment. ![Community question](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/ccf_community_action_question.png) 5. Optionally, select Send Email to send a message to the customer letting them know that a reply to their question has been posted to the case. This option is only available if your administrator has enabled it, and if the customer you're replying to is associated with the case and has a valid email address. If your organization uses the site case feed and email notifications for Chatter case posts are enabled, users are automatically notified by email about public posts on their cases and this option doesn’t appear. 6. Optionally, attach a Knowledge article to the post. 7. Click the button to publish your post. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If the site case feed is enabled in your organization, you can change the visibility of case posts after they are published. <!-- document id=0eb709b3e92e60912b1bf72eafc820afaa747fa2e625cd0a166865f4779e4e3f url=/admin/current/en-us/service/264-0-0/live_agent_pre_post_chat_pages.md --> # Pre-Chat Forms and Post-Chat Pages Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Pre-chat forms and post-chat pages offer a standardized way of collecting information from customers who contact your company through chat. These forms and pages also offer a standardized way of sharing information with customers after their chat sessions are finished. In addition, by using these forms and pages, you can customize the chat experience for your users. By using pre-chat forms, you can collect information from a customer, such as a name or a description of a problem, after the customer requests to chat with an agent. This information can help direct chat requests efficiently and can reduce the amount of time that agents need to spend collecting information before beginning a chat session. You can also use this information to customize a customer’s experience while the customer chats with an agent, such as including the customer’s first name in the chat window. By using post-chat pages, you can share information with customers at the end of a chat session. For example, you can direct your customers to another Web page after they complete a chat with an agent, and you can forward them to a survey about their chat experience. You have to create pre-chat forms and post-chat pages programmatically, using Chat’s APIs. For information on creating customized pre-chat forms and post-chat pages, see the [Chat Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_dev_guide.pdf) (English only). #### See Also - [Set Visibility for Chat Users](https://help.salesforce.com/s/articleView?id=service.live_agent_set_visibility.htm&release=264.0.0&type=5 "Choose how your Chat users can view the Supervisor Tab and Chat Sessions using profiles and permission sets.") <!-- document id=289f6533031a5ec104956ec8daa507016e3ac4e6010ac27c23fc62049b644029 url=/admin/current/en-us/service/264-0-0/mfs_einstein_pre_work_brief_data.md --> # Pre-Work Brief and Your Data The default prompt for Pre-Work Brief uses your data to add context and personalization to your prompt. You can modify this data by editing the flow or the prompt. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can see this data in the Field Service Pre-Work Brief prompt template in Prompt Builder. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d110381e43">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d110381e46">Fields</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d110381e49">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Account</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Account</li> <li>Number</li> <li>Description</li> <li>Industry</li> <li>Name:</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">General customer information related to the work.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Case (by ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Comments</li> <li>Description</li> <li>Priority</li> <li>Reason</li> <li>RecordTypeId</li> <li>Subject</li> <li>Type</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">The record where the call center rep defines the details of the issue as provided by the customer.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Contact (by ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Name: FirstName, LastName, Salutation</li> <li>Phone</li> <li>Pronouns</li> <li>Title</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">Specific details of the person to contact for the required work or the person at the job site.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Pricebook 2 (by ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Description</li> <li>Name</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">Related price book data.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Service Appointment (by ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Address</li> <li>AppointmentNumber</li> <li>Description</li> <li>Duration</li> <li>SchedEndTime</li> <li>SchedStartTime</li> <li>ServiceNote</li> <li>Status</li> <li>Subject</li> <li>WorkTypeId: Description, Name</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">Details about the specific job. A work order can have multiple service appointments.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Work Order (by ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Address</li> <li>Description</li> <li>Duration</li> <li>EndDate</li> <li>ID</li> <li>Priority</li> <li>StartDate</li> <li>Status</li> <li>Subject</li> <li>WorkOrderNumber</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">The main object that holds information about the work that is required.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Work Order Line Item (based on Work Order ID)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Description</li> <li>LineItemNumber</li> <li>Priority</li> <li>WorkOrderId (Parent Work Order)</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">Detailed information about the work that needs to be done.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Work Plans (based on Work Order Line Item or Work Order)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>Description</li> <li>ExecutionOrder</li> <li>Name</li> <li>ParentRecordId: IDWorkOrderId (Parent Work Order): ID</li> <li>WorkOrderLineItemId (Parent Work Order Line Item): ID</li> <li>WorkPlanTemplate: Description, Name, RelativeExecutionOrder</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">A process that defines the work in steps.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e43 ">Work Step (based on link to Work Plan)</td> <td data-label="Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e46 "> <ul> <li>ActionType</li> <li>Description</li> <li>ExecutionOrder</li> <li>Name</li> <li>ParentRecordId</li> <li>Status</li> <li>StartTime</li> <li>WorkPlanId</li> </ul> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d110381e49 ">The steps of the work plan.</td> </tr> </tbody> </table> #### See Also - [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) - [Trusted Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_overview.htm&type=5&language=en_US) <!-- document id=8f2be44974291a2a64b6b52f82537048c6e6997084f1bfdd95c8f68d08819def url=/admin/current/en-us/service/264-0-0/afcc_sv_prebuilt_reports_and_dashboards.md --> # Prebuilt Reports and Dashboards Prebuilt reports and dashboards provide supervisors with historical insights in the Command Center for Service and Service Console into voice activity, queues, and service rep performance. Prebuilt reports and dashboards provide historical insights into voice activity, queues, and service rep performance. Use the available dashboards and reports to review historical metrics and reporting data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## Voice Call Reports - **Voice Call Details:** Provides voice call details, including participants, duration, call type, and channel. - **Inbound Voice Calls by Date:** Provides inbound voice call details by date to track daily call volume and trends. - **Outbound Voice Calls by Date:** Provides outbound voice call details by date to track daily call volume and trends. - **Abandoned Voice Calls:** Provides details on voice calls abandoned before being answered by an agent, including the wait time before abandonment. - **Call Volume by Queue:** Provides details on call volume across queues, including call outcomes and queue wait times. - **Call Volume by Skill:** Provides details on call volume across different skills, along with information like skill level, priority, and other skill-related attributes for each call. - **Queue Performance:** Provides details on queue-level metrics such as wait time, along with service rep performance metrics like average handle time and after-call work. - **Service Rep Performance:** Provides service rep performance metrics, including average speed to answer, average handle time, and after-call work time. - **Voice Call Quality Score:** Categorizes voice calls by Mean Opinion Score (MOS), ranging from 0 to 5. - **Voice Call Duration:** Provides details on voice call duration, including wait time, hold time, talk time, and after-conversation work time. - **Voice Callback Requests:** Provides insights into the volume of callback requests. - **Voice Callback Attempts:** Provides insights into callback attempts by service reps and their corresponding success rate. - **Cold Transferred Voice Calls:** Provides insights into voice calls that were cold-transferred, including wait times during the transfer. - **Warm Transferred Voice Calls:** Provides insights into voice calls that were warm transferred, including wait times during the transfer. - **Voice Calls Transferred by Rep:** Provides insights into voice calls transferred by each rep, including cold and warm transfers. - **Conference Voice Calls:** Provides insights into conference calls, including start and end times, conference duration, and participating reps. ## IVR Reports - **IVR Voice Calls:** Provides metrics on IVR interactions, including containment rate and hand-off rate to service reps or AI agents. ## Agentforce Service Agent Voice Reports - **Agentforce Service Agent Voice Calls:** Provides voice call metrics on Agentforce Service Agent voice calls. - **Agentforce Voice Calls By Agent:** Provides voice call metrics by each Agentforce Service Agent. ## Rep Work with Cases Reports - **Case Productivity:** Provides details about cases, grouped by case number and case reason. Details include key metrics such as handle time, speed to answer, and active time. - **Closed Cases by Rep:** Provides details about closed cases, grouped by rep and status. Details include the case name, number, origin, type, and subject. - **Open Cases by Rep and Status:** Provides details about open cases, grouped by rep and status. Details include the case number, subject, description, type, and Created Date. - **Rep Work by Case Priority and Origin:** Provides case details, grouped by priority and origin. Details include the case number, subject, speed to answer, handle time, active time, and whether the case was escalated. - **Rep Work by Case Type:** Provides details about cases, grouped by case type. Details include case number, description, rep name, and key metrics such as handle time, speed to answer, and active time. ## Rep Work Reports - **Closed Work by Rep:** Provides details about closed work items, grouped by rep. Details include the requested date, acceptance date, and closed date. - **Rep Work and Productivity:** Provides details about routed work items, grouped by rep. Details include key metrics such as active time, handle time, speed to answer, and required capacity. - **Declined Work by Rep and Reason:** Provides details about declined work items, grouped by rep and decline reason. Details include the decline date and rep's capacity when the work was declined. - **Rep Presence Status:** Provides rep details, grouped by rep. Details include key metrics such as average capacity, idle duration, and status duration. - **Rep Work by Created Date:** Provides details about work items assigned to reps, grouped by Created Date. Details include the rep's name, requested date, capacity requirement, handle time, and, if applicable, closed date and decline reason. - **Rep Work by Queue and Channel:** Provides details about work items assigned to reps, grouped by queue and service channel. Details include the work status, service channel, and key metrics, such as speed to answer, active time, and handle time. ## Dashboards - **Voice and Rep metrics:** Provides key insights into voice calls, including service rep performance, call, volume, wait and hold times, abandoned call trends, call quality, and efficiency metrics. - **IVR metrics:** Provides key insights into IVR call volumes, caller engagement, and resolution efficiency. - **Agentforce Service Agent Voice Metrics:** Provides key insights into Agentforce Service Agent call volumes and average handle times. - **Rep Metrics:** Provides a comprehensive overview of rep work by channel, rep work by queue, and rep performance metrics, such as average handle time, active response time and idle time. - **Case Management and Rep Metrics:** Provides key insights into rep performance, including average handle time, speed to answer, and active time, as well as case metrics such as the number of open escalated, and closed cases, case origin, and case reason. <!-- document id=2be0cf8edf6924f94a1a2dc6f3ca5510cac9f6ee461c4744fb2911215f2d5b27 url=/admin/current/en-us/service/264-0-0/caseteam_predefine_team.md --> # Predefine Case Teams After you define case team roles, you can predefine case teams so that service reps can quickly add frequent collaborators to cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89820e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89820e58 ">To set up and manage case teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89820e58 "> <p>Customize Application</p> <p>Manage Users</p> <p style="margin-bottom:0;">Edit on cases</p> </td> </tr> </tbody> </table> 1. From Setup, enter Predefined Case Teams in the Quick Find box, then select **Predefined Case Teams**. 2. Click **New**, and enter the team’s name. 3. Add team members. 1. Choose a team member type: User, Contact, or Customer Portal User. Contacts can access cases only when they’re enabled as customer portal users and assigned to case page layouts. 2. Click **Lookup** (![Lookup icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/lookup.png)) and select a member. 3. Choose a role for the member. 4. Click **Save**. You can update your case teams at any time. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Classic, all Predefined Case Team entries for the Case Team Related List will show **Visible in Customer Portal** as **True**. Clicking the Predefined Team Member List will display the correct values for each member. 5. Optionally, [create assignment rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US) that assign a case team to cases that meet your criteria. To delete a predefined case team, remove it from assignment rules first. If you delete a predefined case team, you can't retreive it and it’s removed from all cases. When you remove members from a predefined case team, they’re removed from all cases in which they were members of the team. #### See Also - [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5 "Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.") <!-- document id=a87d8ae3bd921592de38bbca515ee183a51c03ccef4e85c84d923c0f7a0daa1e url=/admin/current/en-us/service/264-0-0/it_srvcs_notif_predefined_notifs.md --> # Predefined Notifications for IT Services Use predefined notifications to establish your notification strategy. You can either clone the predefined notifications or create your own to meet your business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Where Predefined Notifications Are Available Predefined notifications are available for these process areas: - Incident Management - Problem Management - Change Management - Release Management - Case Management - Compliance Management - Risk Management - Service Request Management - Work Order Management ## What Each Predefined Notification Includes - Functional use case - Notification name - Description - Event Type (Create, Update) - Conditions - Delivery channel (Email, In-app, Slack, Microsoft Teams) - Recipients - Title or subject - Notification content ## Examples Notification templates are provided across Email, In-app, Slack, and Microsoft Teams for common IT scenarios, such as when: - A major incident is proposed, approved, assigned, or closed. - An incident is created for an employee, assigned to a user, changes priority, or is closed. - A change request is assigned, converted to an emergency change, or closed. - A release is assigned or closed. - A case is created, updated, or closed. <!-- document id=1c0623e9b59c8dfbaefe48dad199d16989c2830513f2bf7ec35e115d31b78291 url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_knwldg_prmpt_tmplts.md --> # Predefined Prompt Templates for Einstein Knowledge Creation for IT Services Default Knowledge Creation prompt templates for incidents and problems help your IT teams draft contextual knowledge articles swiftly and consistently. The templates define how a large language model (LLM) generates content by specifying the article's structure, instructions, and source data. For change requests, create a template by using the sample prompt. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> The prompt templates contain these components to guide the LLM's response and ensure the generated articles are accurate and relevant. | Component | What It Determines | | --- | --- | | Knowledge Fields | The specific fields on the knowledge article where the LLM's generated content is populated, such as title, summary, issue, workaround, root cause, and resolution. | | Prompt Instructions | These instructions guide the LLM on how to generate content for each field, ensuring the output is concise and avoids inaccuracies. | | Grounding Fields | This section specifies which fields from the service record (the grounding data) are used by the LLM to create the content for the knowledge article. | The prompt templates are completely customizable, giving you the ability to modify any part of the template to align with your organization's specific needs. By default, the prompt template uses custom fields on the Knowledge object we asked you to create in [Create Custom Fields on Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5 "Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions."). If you have set up different fields, you can modify the prompt templates accordingly. See [Modify Existing Knowledge Creation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_tmplts_edit.htm&release=264.0.0&type=5 "Customize the default prompt templates for creating knowledge articles to align with your company's needs. You can modify any part of the template, from the fields it populates to the instructions it gives the large language model (LLM)."). For the LLM’s responses to be visible, you also need to add the custom fields to the page layout for the knowledge article type. See [Create Page Layouts for Different IT Service Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_page_layouts.htm&release=264.0.0&type=5 "Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article."). Knowledge Generation is a separate prompt template type. To document more IT service scenarios, create Knowledge Generation templates grounded on an incident, problem, or change request. Activate more than one template for the same record type when your team documents different scenarios. See [Create Knowledge Generation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5 "Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document."). <!-- document id=49be7aa679ad1d9fddf084411504f9ee4d01780adcef3c095bf4ecd485f81153 url=/admin/current/en-us/service/264-0-0/it_srvcs_predefined_sla_parent.md --> # Predefined SLA Policies for IT Services Predefined service-level agreement (SLA) policies for incidents, problems, and change requests are included with IT services to facilitate your service management processes. These policies streamline your setup, ensuring consistent service levels without the need for extensive configuration from scratch. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[SLA Policy for Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_sla.htm&release=264.0.0&type=5)** The Standard Support for Incidents SLA policy applies to incident records during business hours, governed by the Incident entitlement. This policy takes effect when the incident record is created and ends when the record status reaches Resolved, Completed, or Closed. The policy includes several key milestones based on the incident's priority. - **[SLA Policy for Problem for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_problem_sla.htm&release=264.0.0&type=5)** The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority. - **[SLA Policy for Change Request for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_change_request_sla.htm&release=264.0.0&type=5)** The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone. <!-- document id=b547bc77b9f8fa53a349669a1f8b106284bec3230f8ec5b98cf683568ce4bf26 url=/admin/current/en-us/service/264-0-0/it_srvcs_predictivemodels_parent.md --> # Predictive Actions for IT Services Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> - **[Set Up Predictive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictive_setup_parent.htm&release=264.0.0&type=5)** Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability. - **[Work with Predictive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrkvth_predictvmodel_parent.htm&release=264.0.0&type=5)** Use predictive models to automate risk management across the IT environment. Forecast SLA breaches, major incident escalations, change request failures, and configuration item criticality by using real-time data. Identify high-risk records, trigger proactive responses, and use data-driven scores to prioritize tasks and improve service stability. <!-- document id=6072c3bee26338b6270f1807998241009d450da9acfefd73719a2c9727aaed53 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_pref_resource.md --> # Preferred Resource Service Objective Use the Field Service Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The preferred resource objective allows you to control how important it is to schedule an appointment with a resource listed on the account, asset, location, work order, or work order line item as a resource preference of type Preferred. An appointment can be scheduled with a preferred resource or not, so no scale is involved with scoring the schedule like other objectives. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note More than one service resource can be listed as a preferred resource. In this case, all listed preferred resources are considered equal in terms of scheduling preference. ## When You’re Using Enhanced Scheduling and Optimization A penalty is allotted to every appointment assigned to a resource who isn’t on the preferred resource list. If an appointment is assigned to a resource on the preferred resource list, no penalty is applied. ## When You’re Not Using Enhanced Scheduling and Optimization Scheduling to a preferred resource can be rewarded with a bonus. If an appointment is assigned to a service resource who’s on the preferred resource list, a bonus equal to the weight of the service objective is applied to the scheduling score. If an appointment is assigned to a service resource who isn’t on the preferred resource list, no bonus is applied. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) - [Add Service Resource Preferences in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&type=5&language=en_US) <!-- document id=2073855e83fdbb8160e449f1932f42a6ab9172a1e7d4d9bea02fffede6b6ffb8 url=/admin/current/en-us/service/264-0-0/miaw_prepare_org_1.md --> # Prepare a Salesforce Org for Enhanced Chat Build a strong foundation for your new messaging channel and deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_prepare_org_1__d156e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_prepare_org_1__d156e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10922e102">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">To set up Omni-Channel Flow and Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10922e102 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> In this stage of Enhanced Chat for Web setup: 1. Set Up Omni-Channel. 2. Create an Omni Flow. 3. Prepare the Messaging Session Layout. ## Set Up Omni-Channel Enable Omni-Channel for your Enhanced Chat use case. 1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). 2. [Create a Service Channel for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US). 3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions. Add Messaging Session as a supported object. ## Create an Omni-Channel Flow Create an Omni-Channel Flow for your Enhanced Chat use case. With Omni-Channel set up, you’re ready to create an Omni-Channel Flow. This flow is required to route Messaging requests. Get up and running with a basic flow. After you set up your Pre-Chat Form, return to this flow to map pre-chat fields to your messaging channel. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This section assumes that you understand how to create flows with FlowBuilder. If you don’t, read the [Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US) documentation or take our [Flow Builder](https://trailhead.salesforce.com/en/content/learn/modules/flow-builder) Trailhead module. 1. From Setup, in the Quick Find box, enter Flows, and select **Flows**. 2. Create a **New Flow**. 3. In the **All + Templates** tab, select **Omni-Channel Flow**. 4. From the **Manager** tab, create a **New Resource**. 5. Select **Variable** as your **Resource Type**. 6. For the API Name, enter [recordId](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&type=5&language=en_US). For the **Data Type**, specify **text**. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow. 7. Check **Available for input**, and then click **Done**. 8. From the **Elements** tab, select a **Route Work** action in your flow. 9. Name the **New Action**. Use recordId variable as the input value. Select **Messaging** for the **Service Channel**. 10. Specify **Queue**, **Agent**, **Bot**, or **Skills** as the Route To value. 1. If you select Queue, use the Queue ID for the queue where you want to direct the work. 2. If you select Agent, add the service rep's (agent's) name via the Agent ID field. 3. If you select Bot, search for the bot name. 4. If you select Skills, add the Skill Requirement List. 11. Click **Done**. 12. Your simple flow looks like this. ![A finished version of the flow that you've created.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_route_work.png) 13. Save and activate your flow. ## Add Enhanced Chat to the Service Console. Customize the Messaging Session layout to support messaging sessions in Enhanced Chat. See [Add Enhanced Chat or Enhanced Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&type=5&language=en_US). <!-- document id=b7ea320a733ec33f92630b869a2c882590ba2335fa72796175ad097709e371b1 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_prepare_cloud_virtualization_targets.md --> # Prepare Cloud and Virtualization Targets for Discovery Build a current inventory of cloud and virtual infrastructure by preparing provider accounts and VMware vCenter for discovery. Grant read-only access to the resources in scope, verify the required HTTPS connectivity, and capture the authentication details that you use to create discovery credentials and targets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33397e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33397e74 ">To manage Discovery:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33397e74 ">IT Service Asset Discovery</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33397e74 ">To prepare a cloud or virtualization target:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33397e74 ">Access to create credentials and assign read-only access in the target environment</td> </tr> </tbody> </table> Review the fields and supported resources for the target category that you plan to use. For more information about target categories and probe types, see [Configuration Fields for Target Categories and Probe Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_target_fields.htm&release=264.0.0&type=5 "Understand the configuration fields that define each agentless discovery target type. Identify which fields appear dynamically for different target category and probe types in the Configure Scan Target Details page so that you can configure discovery targets accurately."). Prepare the Discovery Application host before you configure a VMware vCenter target. For more information about Discovery Application host requirements, see [Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5 "Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing."). Salesforce connects directly to AWS and Azure provider APIs over HTTPS during cloud discovery. The Discovery Application host connects to VMware vCenter Server over HTTPS during vCenter discovery. Cloud API scans collect platform-level resource data. To collect operating system details from cloud virtual machines, prepare the machines for an agentless or agent-based host scan. 1. Identify the accounts, subscriptions, or vCenter inventory that you want to include in discovery. 2. Prepare AWS for discovery. 1. Create or identify a dedicated AWS Identity and Access Management (IAM) user. AWS discovery currently supports an IAM user access key ID and secret access key for authentication. IAM roles and assume-role authentication aren't supported. 2. Assign the required read-only permissions to the IAM user. Create an inline policy that contains these permissions: ``` { "Version": "2012-10-17", "Statement": [ { "Effect": "Allow", "Action": [ "ec2:DescribeRegions", "ec2:DescribeInstances", "ec2:DescribeVpcs", "ec2:DescribeSubnets", "ec2:DescribeSecurityGroups", "ec2:DescribeNetworkInterfaces", "ec2:DescribeTags", "ec2:DescribeVolumes", "ec2:DescribeImages", "ec2:DescribeImageAttribute", "ec2:DescribeSnapshots", "ec2:DescribeRouteTables", "ec2:DescribeInternetGateways", "ec2:DescribeNetworkAcls", "ec2:DescribeNatGateways", "elasticloadbalancing:DescribeLoadBalancers", "elasticloadbalancing:DescribeTargetGroups", "elasticloadbalancing:DescribeListeners", "elasticloadbalancing:DescribeRules", "elasticloadbalancing:DescribeTargetHealth", "elasticloadbalancing:DescribeTags", "autoscaling:DescribeLaunchConfigurations", "autoscaling:DescribeAutoScalingGroups", "autoscaling:DescribePolicies", "rds:DescribeDBInstances", "rds:DescribeDBClusters", "rds:ListTagsForResource", "s3:ListAllMyBuckets", "s3:GetBucketAcl", "dynamodb:ListTables", "dynamodb:DescribeTable", "dynamodb:ListTagsOfResource", "ecr:DescribeRepositories", "ecr:DescribeImages", "ecr:DescribeImageScanFindings", "iam:GetUser" ], "Resource": "*" } ] } ``` These read-only discovery actions don't support resource-level scoping, so the policy uses `"Resource": "*"`. This scope doesn't grant write access. 3. If the IAM user has a permissions boundary, verify that it permits the required discovery actions. Use one of these options according to your organization's security policy: - Update the boundary to permit the specific read-only actions in the discovery policy. This option follows the principle of least privilege. - Use the AWS-managed `ReadOnlyAccess` policy as the permissions boundary if your organization permits a broader read-only grant. 4. Create an access key for the IAM user, and record the access key ID and secret access key for the discovery credential. Store and rotate the access key according to your organization's credential-handling policy. 3. Prepare Azure for discovery. For Microsoft procedures, see [Register an application with the Microsoft identity platform](https://learn.microsoft.com/en-us/entra/identity-platform/quickstart-register-app) and [Assign Azure roles using the Azure portal](https://learn.microsoft.com/en-us/azure/role-based-access-control/role-assignments-portal). 1. Register an application in Microsoft Entra ID. 2. Add a client secret to the application. 3. Assign the built-in Reader role to the application's service principal at the subscription or management-group scope that contains the resources to discover. The Reader role provides read-only access to the Azure resources included in Azure cloud discovery. 4. Record the application ID as the client ID, the directory ID as the tenant ID, and the client secret value for the discovery credential. 4. Prepare VMware vCenter for discovery. 1. Create or identify VMware vSphere credentials with read-only access to the vCenter inventory. 2. Allow HTTPS traffic over TCP port 443 from the Discovery Application host to VMware vCenter Server. 5. Verify the prepared access for each target environment. - For AWS and Azure, verify that the credentials authenticate with the provider API and can list a representative resource in the intended scope. - For VMware vCenter, verify that the Discovery Application host reaches VMware vCenter Server over TCP port 443 and that the credentials can access the vCenter inventory. 6. Store the authentication details according to your organization's credential-handling policy. The cloud accounts and VMware vCenter environment are ready for discovery scans of the resources that you include in each target. Create the discovery credentials for the prepared environments. For more information about discovery credentials, see [Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5 "Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results."). Create a discovery target for each prepared environment. For more information about discovery targets, see [Create a Discovery Target](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5 "Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB)."). <!-- document id=23bff352692280f3d445895a5c293e592f815fbad3ef704fbc7eb895c00cc6da url=/admin/current/en-us/service/264-0-0/voice_cloudformation_template.md --> # Prepare cloudformation Template You must prepare the cloudformation template after creating the AWS resources. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. Example Cloudformation templates are available in [Git](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). In the Cloudformation stack, replace the template URL with the correct object URL. Because you have created your own S3 bucket, hardcode the URL according to your S3 bucket. It is recommended to maintain version as in the example, `TemplateURL: !Sub "https://<customerSpecifiedS3Bucket>.amazonaws.com/${SalesforceRelease}/EventRulesStack${Version}.yaml"`. 2. Upload the Cloudformation stacks to the S3 bucket you have created. The `BYOATenantStack` and `BYOAContactCenterStack` cloudformation templates look for nested stacks in the S3 bucket you have specified. The lambda artifacts and its layers are fetched from the Salesforce hosted S3 bucket, that is, `prod-byoa-scv-resources-<Aws Region` for Contact Center>. <!-- document id=2d1d2365ab3a4c3df4f69f48a8247cd17c7b41d7821e821a37f0d7eb72be9889 url=/admin/current/en-us/service/264-0-0/voice_flex_ccd.md --> # Prepare Contact Center Definition File To create a contact center, you must prepare an import.xml file. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> An example contact center definition XML file is available in [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas). ## Import.XML File Attributes <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143289e79">field name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143289e82">description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInternalName</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Call Center Internal Name. You cannot change this value after the contact center is created.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceId</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance ID of your Amazon Connect instance.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceName</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance name of your Amazon Connect instance.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqAmazonConnectManagementRole</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Amazon Connect Management Role. This role is optional and is created when you execute the BYOATenantStack CloudFormation template.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqVersion</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Contact Center Version. You can find the release version from the Release Notes.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqVendorInfoApiName</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">c__AMAZON_CONNECT. Do not change this value.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqRegion</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Region where your Amazon Connect instance is located.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqIdentityUrl</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 "> <p>Identity URL. You can get this url from the external client app or connected app.</p> <p style="margin-bottom:0;">Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). Contact centers created before the Summer '26 release will continue to use their connected apps for SSO.</p> </td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqLongDistPrefix</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Long Distance Prefix.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqInstanceRecordingRole</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Instance Recording Role. This value must be that of the ConnectCallRole which is created as part of the BYOAContactCenterStack execution.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqTelephonyIntegrationCertificate</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">The public key for the JWT token.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqTelephonyIntegrationKeyPairExpDate</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Expiration date of Telephony Integration Certificate.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqUniversalCallRecordingAccess</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if Universal Call Recording Access is required.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqSettingsRelayState</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Relay state URL for Amazon Connect instance. See Amazon Documentation.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqRelayState</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Relay state URL for Amazon Connect instance. This value must be the same as that of reqSettingsRelayState.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqUpdateCredentialRole</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">This is the ARN for UpdateCredentialRole, which gets created as part of the BYOATenantStack. Add this role if you want to update the JWT token from the Salesforce UI.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqThirdPartyIDP</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want to use a third party identity provider.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqEnableGlobalSignIn</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want to use Global sign-in for disaster recovery.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqForceAgentOfflineOnSwitchover</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Set this value to true if you want rep statuses to automatically switch to offline after a contact center region switch.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqPrimaryInstanceName</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Source Connect Instance Name. Set this value to use Amazon Connect global resiliency feature for disaster recovery.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqSecondaryInstanceName</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 ">Replica Connect Instance Name. Set this value to use Amazon Connect global resiliency feature for disaster recovery.</td> </tr> <tr class=""> <td data-label="field name" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e79 ">reqConnectedAppId</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d143289e82 "> <p>The ID of the external client app or connected app used for single sign-on (SSO) or custom user name format.</p> <p style="margin-bottom:0;">Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). Contact centers created before the Summer '26 release will continue to use their connected apps for SSO.</p> </td> </tr> </tbody> </table> - **[Add Runtime Salesforce Voice Roles in Import.xml File](https://help.salesforce.com/s/articleView?id=service.voice_flex_runtime_roles.htm&release=264.0.0&type=5)** You can add the runtime roles in the import.xml file for using various functionalities, such as add user and add queues, more seamlessly in Voice. <!-- document id=801b99b6514ce405876bff215dfe247b3708e6fd89e6b7fd5bf780a14069c5ca url=/admin/current/en-us/service/264-0-0/voice_intelligence_prep_amazon_connect.md --> # Prepare Conversation Intelligence for Amazon Connect Intelligence Signals Complete these tasks to prepare Amazon Connect for Conversation Intelligence with Salesforce Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><strong>Available in: </strong>Salesforce Voice with Amazon Connect</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><strong>Available in: </strong>Salesforce Voice with Partner Telephony from Amazon Connect</td></tr></tbody></table> - **[Verify That Contact Lens Is Enabled](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_contact_lens_verification.htm&release=264.0.0&type=5)** Contact Lens must be enabled to transcribe calls and use conversation intelligence. - **[Verify That Contact Lens Speech Analytics Is Enabled](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_speech_analytics_enable.htm&release=264.0.0&type=5)** Enable speech analytics so that Contact Lens generates real-time transcripts during a call, and post-call analytics after the conversation has ended. Although speech analytics is enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have changed. - **[Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_contact_center_update.htm&release=264.0.0&type=5)** Upgrade your Amazon contact center to at least version 10.0. This version includes a Lambda function enhancement that processes rules and intelligence signals from Amazon Connect Contact Lens. - **[Create a Rule in Amazon Connect That Identifies Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_amazon_rule_create.htm&release=264.0.0&type=5)** Create one or more rules that Salesforce Voice can subscribe to and use to trigger real-time recommendations or auto-launched flows in Salesforce. Create a rule using one or more conditions that are based on uttered keywords, sentiments, customer attributes, or other criteria. - **[Enable Conversation Intelligence in Amazon Connect to Process the Rules](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_amazon_intelligence_enable.htm&release=264.0.0&type=5)** For Amazon Connect contact centers, you must enable Conversation Intelligence for Contact Lens in the ContactLensProcessorFunction Lambda function. This Lambda function processes the Contact Lens rules. <!-- document id=e81ae26435f08c52572bf16605916bae44874d736e6072e85d31fb612c87adf4 url=/admin/current/en-us/service/264-0-0/voice_intelligence_prep_partner_telephony.md --> # Prepare Conversation Intelligence for Partner System Intelligence Signals Search the AppExchange to find managed packages that allow you to ingest partner intelligence signals. To ingest those signals, deploy the managed package to your org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><strong>Available in: </strong>Salesforce Voice with Partner Telephony</td></tr></tbody></table> Partners can enable Conversation Intelligence to ingest intelligence signals from external systems. To get authorization to bring in signals from a new intelligence signal source, partners can reach out to their Salesforce account executives. Then, they can create an Apex class that specifies the intelligence signal source and all supported signal types. Finally, they can package that Apex class in a managed package, which Salesforce Voice customers, like you, can deploy to their Salesforce orgs. After you deploy the managed package to your org, the new intelligence signal source and signal types are available for selection when you create a Conversation Intelligence rule. ![The Conversation Intelligence rule specifies the conditions when to take action based on the intelligence signal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_byot_intelligent_rules.png) #### See Also - [_Salesforce Voice with Partner Telephony Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm) - [Send Real-Time Signals](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_voicecalls_realtime_conversation.htm) <!-- document id=01913fac24ea12ca5adb00a30197e8b2f1902d69909f1a0a194c49dd4197d21e url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_prepare.md --> # Prepare for Einstein Article Recommendations To get the best results from Einstein Article Recommendations, review its data requirements and get tips for testing the feature. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Einstein Article Recommendations is available for articles written in Dutch, English, French, German, Italian, Portuguese, and Spanish. ## Make Sure You Have Enough Data Plants need water, support service reps need hugs, and Einstein needs data! Without high-quality historical data to learn from, Einstein can’t make accurate recommendations. Here’s what you need. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30%"> <col style="width:20%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58260e71">What You Need</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58260e74">Required or Recommended?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58260e77">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="What You Need" class="slds-cell-wrap" style="vertical-align:top;" headers="d58260e71 ">Three or more published knowledge articles</td> <td data-label="Required or Recommended?" class="slds-cell-wrap" style="vertical-align:top;" headers="d58260e74 ">Required</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d58260e77 "> <p>When your Salesforce Knowledge article coverage is extensive and addresses common customer questions, Einstein can make more useful recommendations. Articles don’t need any special tags, data categories, or metadata to be recommended. Newly published or overwritten articles automatically undergo term analysis within one day to be considered for recommendation. If there are multiple versions of an article, only the most current active version is recommended. </p> <p style="margin-bottom:0;">Einstein only recommends articles stored in your Salesforce Knowledge base. Articles hosted in an external system don’t count.</p> </td> </tr> </tbody> </table> To show recommendations in multiple supported languages, you only need three or more knowledge articles in one of the languages. ## Take Einstein Article Recommendations for a Test Run Over several releases, we’re phasing in article recommendations as active in orgs with Knowledge. If we set it up for you, we supply a pre-trained model that uses generic data and default field and language settings. If your business uses other fields, your service reps can see more accurate recommendations when you accept the terms in Setup, select the right fields, and update the model so that Einstein learns from your org’s closed-case data. While you can set up Einstein Article Recommendations in a sandbox org, recommendations differ between sandbox and production because of underlying data differences. Because the same results aren’t guaranteed, we recommend turning it on in your production org and giving a small group of service reps [access to article recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_give_agents_permission.htm&release=264.0.0&type=5 "By default, all Lightning Knowledge users see Einstein Article Recommendations in the Knowledge component. A Lightning Knowledge user is a standard user with the Knowledge User permission and read access to Knowledge articles in Lightning Knowledge. If you prefer, you can limit access to users of your choice."). When you’re comfortable with the way recommendations are working, open them up to your larger team. If you do decide to use article recommendations in sandbox, follow these best practices: - [Match your sandbox licenses to your production licenses.](https://help.salesforce.com/articleView?id=overview_licenses_and_sandbox.htm&language=en_US) - To meet the data requirements and guarantee realistic recommendations, make sure that your sandbox org’s article and case data is similar in quality and quantity to your production org’s. <!-- document id=f86e2560c39ad19686eb880564d684201356e9e823d7497c47ca9e8773e60223 url=/admin/current/en-us/service/264-0-0/cc_service_considerations.md --> # Prepare for Einstein Classification Apps Before you set up Einstein classification apps, review the data requirements, address data problems early, and learn how to introduce these features to your support team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Get to Know the Data Requirements To predict values on case fields accurately, Einstein needs lots of closed cases to learn from. You must meet the minimum data requirements, but the more closed cases you have, the better! - To build a classification model, Einstein needs at least 400 closed cases, but 10,000 or more is ideal. Closed cases means all closed cases that have a created date from the past 6 months, and include at least one string type field. - If you add filter criteria to limit which cases Einstein learns from, Einstein only counts the closed cases that match your criteria. - To predict a field’s value, Einstein needs at least 400 closed cases with a value in that field and at least 2 unique values across fields. - Einstein supports encrypted text fields for training only. [Learn more about field encryption](https://help.salesforce.com/s/articleView?id=xcloud.security_pe_custom_fields.htm&type=5&language=en_US). Einstein Case Wrap-Up works only with LiveChat, so turn on Chat if it’s not active already. While you can start using Einstein Case Wrap-Up without chat transcripts on your past cases, Einstein’s recommendations are more accurate when your cases have them. But don’t worry if your initial batch of closed cases lacks chat conversations. Einstein keeps learning as your service reps close chat cases. ## Address Data Issues Early During setup, you get to decide which closed cases Einstein analyzes and learns from. Einstein can learn from all recently closed cases or from a subset of cases that you define using filters. [Here’s more about that.](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5 "Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.") These cases serve as Einstein’s textbook, and inform every field value prediction. It’s essential that they consistently and accurately represent your business practices. These issues can hurt the quality of the case data that Einstein analyzes and slows your setup process. Consider them when you’re setting up your predictive model. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.806722689075627%"> <col style="width:20.33613445378151%"> <col style="width:62.857142857142854%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16894e109">Data Issue</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16894e112">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16894e115">How to Address It</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Data Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e109 ">Insufficient filled fields for training</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e112 ">If the case fields that you selected as inputs for training don’t contain enough information for a service rep to classify the case, Einstein probably can’t classify it. </td> <td data-label="How to Address It" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e115 "> <ul> <li>Improve your case submission process to encourage customers and service reps to include clear and consistent information in specific fields, especially the fields used to train your model. Consider adding a list of common case issues to select from or a minimum character count for important case fields.</li> </ul> </td> </tr> <tr class=""> <td data-label="Data Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e109 ">Duplicate cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e112 ">Einstein assumes that your closed cases are filled out correctly. If Case 1 and Case 2 are duplicates, any differences between their field values send Einstein mixed messages about correct data patterns. </td> <td data-label="How to Address It" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e115 "> <ul> <li>Exclude duplicate cases from training data. You can mark duplicate cases with a custom field. Then, create an example filter that excludes those cases. <a href="https://help.salesforce.com/s/articleView?id=service.cc_service_new_model.htm&type=5&language=en_US" target="_blank">See Configure Your Einstein Classification model</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Data Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e109 ">Incorrectly completed fields</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e112 ">Cases whose fields aren’t filled out correctly make it hard for Einstein to know what’s correct.</td> <td data-label="How to Address It" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e115 "> <ul> <li> Label high-quality cases, and use them as your example case set.</li> </ul> </td> </tr> <tr class=""> <td data-label="Data Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e109 ">Overlapping field values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e112 "> When a picklist field’s values are too similar or generic, it’s hard for service reps—and therefore for Einstein—to know which value is correct. For example, values like “General” or “Other” can be overused, or overlapping values like “Mobile” versus “Mobile Application” can dilute your data. </td> <td data-label="How to Address It" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e115 "><a name="cc_service_considerations__ul_yj2_rdm_cqb"><!-- --></a> <ul id="cc_service_considerations__ul_yj2_rdm_cqb"> <li>Identify the field’s potentially problematic values, and then exclude cases with those values from your model.</li> <li>Simplify your case data structure to remove redundancies.</li> </ul> </td> </tr> <tr class=""> <td data-label="Data Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e109 ">Too many field values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e112 "> <p>If a picklist field included in your model has more than 100 values, it hurts the model’s accuracy. Here’s why:</p><a name="cc_service_considerations__ul_zj2_rdm_cqb"><!-- --></a> <ul id="cc_service_considerations__ul_zj2_rdm_cqb"> <li>Einstein likely doesn’t have enough example cases to understand when each value is appropriate.</li> <li>Because selecting from such a large list of field values requires time and expertise, service reps are more likely to make wrong or inconsistent selections.</li> </ul> </td> <td data-label="How to Address It" class="slds-cell-wrap" style="vertical-align:top;" headers="d16894e115 "><a name="cc_service_considerations__ul_ak2_rdm_cqb"><!-- --></a> <ul id="cc_service_considerations__ul_ak2_rdm_cqb"> <li> Label high-quality cases, and use them as your example case set.</li> <li>Simplify your case data structure.</li> </ul> </td> </tr> </tbody> </table> ## Supported Languages With Einstein Classification Apps, you can build a model to classify cases in: Arabic, Bulgarian, Chinese-simplified, Chinese-traditional, Croatian, Czech, Danish, Dutch, English, Finnish, French, Georgian, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Thai, Turkish, Ukrainian, and Vietnamese. ## Take Einstein Classification Apps for a Test Run While it’s fine to try out Einstein classification apps in a sandbox org, you can't copy your Einstein configuration between sandbox and production orgs. For this reason, we recommend turning it on in your production org and giving a small group of service reps access to the feature. This approach lets you gather feedback and compare the productivity of service reps who are and aren’t using these Einstein tools. When you’re comfortable with the way the apps are working, open them up to your larger team. To try out Einstein Case Classification and Case Wrap-Up in a sandbox, follow these steps. 1. Sync licenses with your production org by [refreshing your sandbox](https://help.salesforce.com/articleView?id=data_sandbox_refresh.htm&language=en_US). If refreshing your sandbox isn’t an option, try [matching production licenses](https://help.salesforce.com/articleView?id=000193571&language=en_US). 2. Copy enough closed cases to the sandbox to meet the data requirements described earlier. Select cases that are representative of your overall case data—you can use random selection or use all cases from a specific time period. 3. [Assign the Einstein user permission sets](https://help.salesforce.com/articleView?id=cc_service_enable_perm.htm&language=en_US) to sandbox users. 4. [Set Up Einstein Classification Apps](https://help.salesforce.com/articleView?id=cc_service_setup.htm&language=en_US) in the sandbox. The Try Einstein version lets you build one model for each app to recommend field values to your service reps. For this version of Einstein Case Classification, you can’t automate fields: Einstein can select the best value for a field but can’t automatically update the case or have Einstein Case Routing assign it to the right service rep. The paid version of Einstein Case Classification and Case Wrap-Up is available with Service Cloud Einstein add-on license. This license allows for five models per app. For Einstein Case Classification, it also includes automatic field updates and Einstein Case Routing. To upgrade, talk to your Salesforce account executive. #### See Also - [Einstein Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5 "Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.") <!-- document id=6df6c217dfbe20f365c32d244dfa6cfc2f86ed4e6b69b5ba90107209f0d50488 url=/admin/current/en-us/service/264-0-0/knowledge_ek_prereqs.md --> # Prepare for Enterprise Knowledge Before you set up Enterprise Knowledge, review the requirements and billing considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Make sure you've set up these in your org. - Agentforce Coworker. To provision Agentforce Coworker in your org, contact your Salesforce Account Executive. - Lightning Knowledge ## Enterprise Knowledge Billing Considerations See [Billing Considerations](https://help.salesforce.com/s/articleView?id=data.c360_a_unstructured_data_billing_considerations.htm&type=5&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Using Agentforce Coworker affects credit consumption for Data 360, Agentforce Conversations, and Flex Credits. #### See Also - [_Salesforce Help_: Billing Considerations for Unstructured Data and Search Index](https://help.salesforce.com/s/articleView?id=data.c360_a_unstructured_data_billing_considerations.htm&type=5&language=en_US) - [_Salesforce Help_: Salesforce Customer Data 360 Rate Card](https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/platform/data-cloud-platform-services-rate-sheet-dc-9-04.pdf) <!-- document id=b4dec1bca58b2ae3c997ddb868dffa837317899cfffb56bd7ffc03247d5965bf url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_before_you_begin.md --> # Prepare for Field Service Appointment Assistant Before you set up Appointment Assistant, follow these steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d77366e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77366e80 ">To create, customize, or publish a site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77366e80 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> </tbody> </table> ## Step 1: Install the Appointment Assistant Package Install the latest versions of the packages. To install the latest versions of the Salesforce Field Service Managed Package and Appointment Assistant, see [Field Service Package Installation Hub](https://d36000000z1fneac.my.salesforce-sites.com/install). ## Step 2: Create an Experience Builder Site for Appointment Assistant To build a responsive web page for the Field Service Appointment Assistant components, first create an Experience Builder site. 1. Enable Digital Experiences in your Salesforce org. 2. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 3. Click **New**. 4. Follow the instructions for [setting up an Experience Cloud site](https://help.salesforce.com/articleView?id=networks_setup_maintain_communities.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When selecting an Experience Cloud template, don’t use the Lightning Web Runtime (LWR) templates. ## Step 3: Set Up Digital Engagement for Appointment Assistant Salesforce Digital Engagement, which is an optional purchase, works seamlessly with Field Service Appointment Assistant when sending SMS notifications and using messaging apps like WhatsApp to update customers. However, you don’t need Digital Engagement to use Appointment Assistant. Instead, you can send customer messages through other channels such as email. To use Digital Engagement, see [Set Up Messaging Channels](https://help.salesforce.com/articleView?id=livemessage_setup.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For information on the features included in the Digital Engagement subscription, see our [pricing docs](https://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/). Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional conversations or triggered and bulk messages, contact your Salesforce representative. <!-- document id=5f3ac87fdafdac8e9854b4662f4d3a51c4645383322e5dd975a9308f321a7438 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_sss_before_you_begin.md --> # Prepare for Self-Service Scheduling Before you set up Appointment Assistant Self-Service Scheduling, follow these steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32314e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32314e80 ">To create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32314e80 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32314e80 ">To create, customize, or publish a site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32314e80 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> </tbody> </table> ## Step 1: Assign a Permission Set You can use this permission set for Field Service mobile workers and Field Service admins. For Appointment Assistant Self-Service Scheduling, you need only one Appointment Assistant license per Salesforce org to book or reschedule appointments. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set. 1. Click **New**. 2. For Label, enter the name of the permission set, for example, Appointment Assistant. 3. Click the API Name field to populate it. 4. For License, select **Field Service Appointment Assistant**. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_2_permission_sets.png) The Field Service Appointment Assistant license is an add-on license. If the license isn’t available for selection, ask your account executive for help. 5. Save the permission set. 3. Enable the permission set. 1. Open the Appointment Assistant permission set that you created. 2. In System, click **System Permissions**. 3. Click **Edit** and enable the Field Service Appointment Assistant permission. ![The Permissions Sets page is opened.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_3_system_permissions.png) 4. Save your changes. 4. Assign this permission set to one of the admin users. ## Step 2: Set Up the Experience Site for Authenticated Users Contacts can view your Experience Site to book, reschedule, cancel, and confirm their appointments after logging in. 1. From Setup, in the Quick Find box, enter Users, and then select **Users**. 2. Add permissions to the contact user who has login permissions to the Experience Site. 1. In Permission Set License Assignments, enable the **Field Service Standard** permission. 2. In Permission Set Assignments, add **Field Service Self Service Permissions**. 3. From the user profile, enable the Apex classes. 1. Go to Enabled Apex Class Access, and click **Edit**. 2. Add these Apex classes: ![Enabled apex classes](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_enabled_apex_classes.png) 4. From the user profile, enable access to the flows. 1. Go to Enabled Flow Access, and click **Edit**. 2. Add your Self-Service Scheduling flows to the enabled flows. ## Step 3: Set Up the Experience Site for Guest Users Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share a guest user record, one per site, and have the same access level. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. In Experience Builder, click **Settings** ![Settings button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png). 4. Enable public access. ![Public access to site.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_11_public_access.png) 5. In Guest User Profile, click **<Your Site Name> Profile**. ![Guest user profile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_10_guest_user_profile.png) 6. From the guest user profile, add permissions. 1. Click **View Users**, and then click the user’s name. 2. In Permission Set License Assignments, click **Edit Assignments**, and enable **Field Service Guest User**. Then, save your changes. 3. In Permission Set Assignments, click **Edit Assignments**, and add **Field Service Guest User Permissions** to the enabled permission sets. Then, save your changes. If Field Service Guest User Permissions doesn’t appear in the list, create a Field Service permission set for guest users. 7. From the guest user profile, enable the Apex classes. 1. Go to Enabled Apex Class Access, and click **Edit**. 2. Add these Apex classes: ![Enabled apex classes](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_enabled_apex_classes.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure that the guest user has access to these objects. - Assets: Read - Contacts: Read - Locations: Read - Operating Hours: Read - Recordset Filter Criteria: Read - Service Appointments: Read, Create - Service Crews: Read - Service Resource Preferences: Read - Service Resources: Read - Service Territories: Read - Service Territory Member: Read - Shifts: Read - Work Orders: Read, Create - Work Type Groups: Read - Work Types: Read <!-- document id=f6e31c8fd550ee0708c10cf6960391300fe1c90552cb1a3bc1292909cc285d77 url=/admin/current/en-us/service/264-0-0/setting_up_web-to-case_prereqs.md --> # Prepare for Web-to-Case Before setting up your web form with Web-to-Case, complete these steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> 1. Choose the case fields to include in your web form. For help, see [Web-to-Case Guidelines and Limits](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_notes.htm&release=264.0.0&type=5 "Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues."). 2. Create an email template for the automated notification that’s sent to customers when they submit the web form. 3. To assign incoming cases to queues as well as to individual users, create one or more case queues on the Queues page in Setup. 4. Decide who will own cases created using the web form. 1. On the Case Assignment Rules page in Setup, create and activate an assignment rule to determine how web-generated cases are assigned to users or added to queues. 2. On the Support Settings page in Setup, select a user or queue as the Default Case Owner for cases that don’t meet your assignment rule criteria. If there’s no active assignment rule, all web-generated cases are assigned to the default case owner. #### See Also - [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&type=5&language=en_US) - [Create Custom Fields](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) - [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) - [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&type=5&language=en_US) <!-- document id=7eab31f8832fecd495c5a60d72c5241581b1bcd924a0666bcc6adad235bdfa8e url=/admin/current/en-us/service/264-0-0/fs_work_plans_before_you_begin.md --> # Prepare for Work Plans Create and design sample work plans in Field Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Collaborate with your team and outline sample work plans. For example, to design work plans for wind turbine maintenance, you capture typical maintenance steps at 6-month and annual intervals. A table or spreadsheet can help you identify how to reuse and revise work plans. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86843e74">Work Plan</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86843e77">Work Steps</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86843e80">6-Month</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d86843e83">Annual</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Work Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e74 ">Safety & PPE</td> <td data-label="Work Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e77 "> <ul> <li>Log arrival</li> <li>Put on safety gear</li> </ul> </td> <td data-label="6-Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e80 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> <td data-label="Annual" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e83 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> </tr> <tr class=""> <td data-label="Work Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e74 ">Generator maintenance</td> <td data-label="Work Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e77 "> <ul> <li>Lubricate generator bearings</li> <li>Change generator filter</li> <li>Replace gear oil</li> </ul> </td> <td data-label="6-Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e80 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> </td> <td data-label="Annual" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e83 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> </tr> <tr class=""> <td data-label="Work Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e74 ">Hydraulic systems</td> <td data-label="Work Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e77 "> <ul> <li>Check fluid levels</li> <li>Refill reservoirs</li> <li>Drain and replace hydraulic fluid</li> </ul> </td> <td data-label="6-Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e80 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> </p> </td> <td data-label="Annual" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e83 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> </tr> <tr class=""> <td data-label="Work Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e74 ">Blade/bearing maintenance </td> <td data-label="Work Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e77 "> <ul> <li>Lubricate main bearings</li> <li>Lubricate pitch and yaw bearings</li> <li>Retorque bolts</li> </ul> </td> <td data-label="6-Month" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e80 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> <td data-label="Annual" class="slds-cell-wrap" style="vertical-align:top;" headers="d86843e83 "> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> <p style="margin-bottom:0;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </p> </td> </tr> </tbody> </table> For this planned maintenance example, work plan selection rules use the work type field to represent the type of visit. Because the same safety and blade/bearing maintenance procedures occur at both visits, the rules can replicate the work plans for both visit types. <!-- document id=de6475dcaf234e2aa9a08ef5a3fd9fa6556e6e06f3e4591bd98fd0aa1c06dd63 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_prepare_ssh_targets.md --> # Prepare Linux and macOS Targets for SSH Discovery Collect complete Linux, Unix, and macOS inventory data and keep CMDB records current by preparing target systems for Secure Shell (SSH) discovery. Provide a dedicated scanning account, the access required for system and hardware details, and network connectivity from the Discovery Application host before you create the discovery target. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80335e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80335e74 ">To manage Discovery:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80335e74 ">IT Service Asset Discovery</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80335e74 ">To prepare a Linux, Unix, or macOS target:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80335e74 ">Access to manage remote login and user privileges on the target system</td> </tr> </tbody> </table> Prepare the Discovery Application host before you configure target systems. For more information about Discovery Application host requirements, see [Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5 "Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing."). SSH discovery requires network access from the Discovery Application host to each target. For more information about connectivity and access requirements, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). The Discovery Application connects to Linux, Unix, and macOS targets by using SSH over TCP port 22. The scan runs commands remotely to collect operating system, hardware, software, network, and configuration data without installing software on the target. On Linux and Unix targets, SSH discovery collects operating system, kernel, hardware, filesystem, network, user, group, installed package, running process, and connection information. On macOS targets, SSH discovery collects hardware, operating system, application, filesystem, network, process, user, and group information. 1. Create or identify a dedicated account that can connect to each target by using SSH. Configure password-based or SSH key-based authentication according to your organization's security policy. 2. On each Linux or Unix target, turn on the SSH service and grant the scanning account SSH access. 3. On each Linux or Unix target, grant the scanning account sudo access for the commands that collect hardware-level details. Full root access isn't required. Without elevated access, the scan returns less complete hardware data. 4. On each macOS target, turn on **Remote Login** in **System Settings**, and then grant access to the scanning account. In System Settings, go to **General** | **Sharing** | **Remote Login**. 5. On each macOS target, grant the scanning account access to run `system_profiler`. The macOS probe uses `system_profiler` to collect hardware, software, and network inventory data. 6. Allow SSH traffic over TCP port 22 from the Discovery Application host to each target system. 7. From the Discovery Application host, verify that the scanning account can authenticate to a representative target by using SSH. For Linux and Unix targets, verify the required sudo access. For macOS targets, verify access to run `system_profiler`. The Linux, Unix, and macOS targets are ready for the Discovery Application to authenticate and run the SSH probe. Create an SSH discovery credential that uses the prepared account. For more information about discovery credentials, see [Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5 "Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results."). Create the discovery target and select the prepared SSH credential. For more information about discovery targets, see [Create a Discovery Target](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5 "Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB)."). <!-- document id=f344e61388345ea126aca082fa9de378fbb97fa28a2cbb07670281e3fcee4749 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_prepare_snmp_targets.md --> # Prepare Network Devices for SNMP Discovery Discover switches, routers, firewalls, printers, and other network devices accurately by preparing them for Simple Network Management Protocol (SNMP) scans. Turn on a supported SNMP version, provide read-only access to the required management information, and allow connectivity from the Discovery Application host before you create the discovery target. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67782e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67782e74 ">To manage Discovery:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67782e74 ">IT Service Asset Discovery</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67782e74 ">To prepare a network device:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67782e74 ">Access to configure SNMP and network access on the target device</td> </tr> </tbody> </table> Prepare the Discovery Application host before you configure target devices. For more information about Discovery Application host requirements, see [Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5 "Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing."). SNMP discovery requires network access from the Discovery Application host to each target device. For more information about connectivity and access requirements, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). The Discovery Application uses SNMP to collect device identity, interface, hardware, and configuration data. Configure each target device for SNMP v2c or SNMP v3 according to your organization's security policy. During an SNMP scan, the Discovery Application first collects standard device information from the system Management Information Base (MIB) at OID `1.3.6.1.2`. The Discovery Application reads the `sysObjectID` to identify the device manufacturer and then collects supported manufacturer-specific information from the enterprise MIB at OID `1.3.6.1.4.1`. The collected information can include system details, interfaces, IP addresses, Address Resolution Protocol (ARP) data, serial number, manufacturer, firmware, high-speed interface data, and host-resource data. 1. Select SNMP v2c or SNMP v3 for each target device. 2. Turn on the selected SNMP version on each target device. 3. Create the authentication details for the selected SNMP version. - For SNMP v2c, create a community string. - For SNMP v3, create a username and the authentication and privacy settings required by the device. 4. Grant the SNMP identity read-only access to the full Management Information Base (MIB) tree. A view that limits access to specific MIB subtrees can produce incomplete discovery results. 5. Restrict SNMP access on the device to the Discovery Application host. 6. Allow SNMP traffic over UDP port 161 from the Discovery Application host to each target device. 7. From the Discovery Application host, use an approved SNMP walk utility to verify the credentials and read access on a representative device. Verify that the SNMP credentials provide read-only access to the system MIB at OID `1.3.6.1.2` and the manufacturer’s enterprise MIB at OID `1.3.6.1.4.1`. The network devices are ready for the Discovery Application to authenticate and run the SNMP probe. Create an SNMP discovery credential that uses the prepared authentication details. For more information about discovery credentials, see [Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5 "Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results."). Create the discovery target and select the prepared SNMP credential. For more information about discovery targets, see [Create a Discovery Target](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5 "Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB)."). <!-- document id=3e25cdb4c75de3a34076ab0cf3e7a5e2b07ef486e5fd3c5133d709312fd98188 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_prepare_app_host.md --> # Prepare the Discovery Application Host for Agentless Scans Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38335e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38335e74 ">Manage Discovery Application</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38335e74 ">IT Service Asset Discovery</td> </tr> </tbody> </table> The Discovery Application uses an outbound HTTPS connection to Salesforce and protocol-specific connections to target systems. For more information, see [How the Discovery Application Connects Salesforce and Target Systems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_app_communication.htm&release=264.0.0&type=5 "Keep asset data in CMDB accurate and current with reliable agentless scans. Understand how the Discovery Application receives scan instructions from Salesforce, collects asset details from target systems through supported protocols, and returns scan results to Salesforce for processing. Use this communication flow to plan network access."). Use a Discovery Application host that meets these requirements: - Windows Server 2019 or later. Windows Server 2022 is recommended. - An x86-64 processor with 12 to 16 CPU cores. ARM-based processors, including AWS Graviton processors, aren't supported. - 16 GB of RAM. - 50 GB of disk space. - Google Chrome. Prepare the Windows host before you install the Discovery Application. The host location, network access, and service account determine which target systems the application can reach and scan. 1. Choose a dedicated physical or virtual Windows host that stays powered on and connected to the network. 2. Place the host in the network domain that contains the target systems. To scan target systems in another domain, work with your network and security teams to establish the required trust between the domains. 3. Allow persistent outbound HTTPS traffic on port 443 from the host to Salesforce. 4. Allow protocol-specific traffic from the host to each target network. The selected probes determine the required access: - Windows Management Instrumentation (WMI) or PowerShell Remoting for Windows - Secure Shell (SSH) for Linux and macOS - Simple Network Management Protocol (SNMP) for network devices - HTTPS APIs for supported virtualization targets 5. Create or identify the Windows account that the Discovery Application service uses. Grant the account local administrator access on the Discovery Application host. The service uses this account to initiate connections to target systems. After you install the Discovery Application, configure the Salesforce Discovery Application Windows service to run with this account, and then restart the service. 6. If you plan to use PowerShell Remoting scans, turn on Windows Remote Management (WinRM) on the Discovery Application host. Run this PowerShell command as an administrator: ``` Enable-PSRemoting -Force ``` To verify that WinRM is running and starts automatically, run: ``` Get-Service WinRM | Select-Object Status, StartType ``` 7. Verify that the host can connect to Salesforce and to a representative target in each network segment that you plan to scan. Download and install the Discovery Application on the prepared host. For more information, see [Download and Install the Discovery Application](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_disc_app.htm&release=264.0.0&type=5 "Use the Discovery Application to perform agentless scans and collect asset data without installing software on each device. The Discovery Application runs on a Windows host and securely connects with your network to detect systems, identify configurations, and send discovery data to Configuration Management Database (CMDB) for processing."). <!-- document id=920c557c54e26545c53a121ec4e312eb3e52188886b116cff4a574a2a5933eb6 url=/admin/current/en-us/service/264-0-0/prepare_to_route_to_queues.md --> # Prepare to Route to Queues Verify that you’ve completed these prerequisite tasks before you set up rules to route work to queues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> If you’re using dynamic routing to queues, make sure that there are service reps online in those queues, and that the queue size is set appropriately. 1. [Create the queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&release=264.0.0&type=5 "Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications."). 2. [Define routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&release=264.0.0&type=5 "Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues."). 3. To route calls, [map your Salesforce queues](https://help.salesforce.com/articleView?id=service_map_queues.htm&language=en_US) to the telephony provider queues. <!-- document id=1087a17d4529a794db03f9c221ff35c985427c92004ab6d6ee75977c8c816a8c url=/admin/current/en-us/service/264-0-0/prepare_to_route_to_agents.md --> # Prepare to Route to Service Reps Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. [Set up service rep statuses and capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&release=264.0.0&type=5 "Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting."). 2. [Create service resources for service reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline."). 3. To route calls to a service rep, either directly or via a queue, [add support reps to the contact center](https://help.salesforce.com/articleView?id=voice_setup_cc_add_users.htm&language=en_US). 4. [Map your existing Salesforce users to telephony provider users](https://help.salesforce.com/articleView?id=service_cloud_voice_map_users.htm&language=en_US). <!-- document id=75595961af7d139c0bcb2d6af6f34d9190ad77e3f71207278ea35ee30bde2259 url=/admin/current/en-us/service/264-0-0/prepare_to_route_to_skills.md --> # Prepare to Route to Skills Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you route to skills, review the limitations. See [Skills-Based Routing Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5 "Before you implement skills-based routing, review its limitations."). You can route different work items in the same org using queue-based routing and skills-based routing. To use both types of routing, set up queue-based routing to route certain work items and set up skills-based routing to route other work items. - **[Enable Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&release=264.0.0&type=5)** To route work to service reps with specific skills, enable skill-based routing. - **[Create Skills for Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&release=264.0.0&type=5)** Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP). - **[Assign Skills to Service Resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&release=264.0.0&type=5)** To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill. <!-- document id=6ad3ef027517fffe00d2278ccc9f189fcaea73c17f380eb625c3816f638c2252 url=/admin/current/en-us/service/264-0-0/preparation_for.md --> # Prepare to Set Up Your Portal Before you set up your portal, build your public solutions, determine which information to show and collect, and designate your portal's location. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Before setting up your [Self-Service portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep."): - Build your public solutions. Review and mark your solutions as Visible in Self-Service Portal. Only solutions marked Visible in Self-Service Portal can appear in the Self-Service portal or the Customer Portal. For your Self-Service portal only, identify the top five solutions you want to feature on the Home Page.Review and mark your solutions as Visible in Self-Service Portal. Only solutions marked Visible in Self-Service Portal can appear in the Self-Service portal or the Customer Portal. For your Self-Service portal only, identify the top five solutions you want to feature on the Home Page. - Determine the information to show and collect. Decide which case fields are available when users view their cases. You must also decide which fields are required when users submit cases online and which picklist values users can select when they solve their own cases with suggested solutions. - Designate the portal's location Choose where to add your portal's login URL on your corporate website. To locate the login URL for your Self-Service portal, see Generating Login HTML. - Customize your portal communication templates Decide which email templates to send to users to communicate a variety of information, such as reset passwords, notifications when public comments are added to cases, and case auto-responses with suggested solutions. - Customize and distribute the portal tip sheet Download the [Using the Self-Service Portal and Customer Portal](https://resources.docs.salesforce.com/rel1/doc/en-us/static/misc/salesforce_using_ssp.doc) tip sheet and edit it to match your portal's branding and features, such as suggested solutions and the ability to attach files to submitted cases. Then distribute the document to your customers who want to learn how to answer their own inquiries using your portal. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize the Self-Service Style Sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5 "Select a predefined color theme, or download a sample Self-Service color theme so you can customize it.") <!-- document id=180f15e32ac9a6ddc1555076477e1986e032cbb8b8d329e07707eb0e66719616 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_prepare_windows_targets.md --> # Prepare Windows Targets for Agentless Discovery Improve Windows scan reliability and keep asset data in CMDB current by preparing target systems for agentless discovery. Configure account access, remote management, and firewall rules for the Windows Management Instrumentation (WMI) or PowerShell Remoting probe that you plan to use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41182e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41182e74 ">To manage Discovery:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41182e74 ">IT Service Asset Discovery</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41182e74 ">To prepare a Windows target:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41182e74 ">Local administrator access on the target system</td> </tr> </tbody> </table> Prepare the Discovery Application host before you configure target systems. For more information about Discovery Application host requirements, see [Prepare the Discovery Application Host for Agentless Scans](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_app_host.htm&release=264.0.0&type=5 "Run reliable agentless scans and keep asset data in CMDB current by preparing a Windows host for the Discovery Application. Provide outbound access to Salesforce, protocol-specific access to target systems, and a service account with local administrator access. Verify connectivity so the application can run scan jobs and return results for processing."). The selected probe determines the connectivity and access requirements for the target. For more information about connectivity and access requirements, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). Windows Management Instrumentation (WMI) and PowerShell Remoting use different Windows services and access settings. Apply only the settings for the probe that you select when you create the discovery target. Agentless discovery doesn't install software on the target system. Windows discovery collects operating system, hardware, disk, network, service, process, installed software, update, and user profile information. PowerShell Remoting scans can also collect certificate, Internet Information Services (IIS), Network Load Balancing, Hyper-V, and physical disk information when those components are available. 1. Choose the probe that scans each Windows target. - **Deep Host Scan (WMIC, SSH, SNMP)** uses WMI for Windows targets. - **Deep Host Scan (SSH, SNMP, PowerShell)** uses PowerShell Remoting for Windows targets. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Microsoft has discontinued the Windows Management Instrumentation Command-line (WMIC) utility on recent Windows releases. The **Deep Host Scan (WMIC, SSH, SNMP)** probe uses Windows Management Instrumentation (WMI), so you don't need to reinstall the WMIC utility. For more information, see [Windows Management Instrumentation Command-line (WMIC) removal from Windows](https://support.microsoft.com/en-us/servicing/os/windows/docs/2025/09/windows-management-instrumentation-command-line-wmic-removal-from-windows). 2. Create or identify a Windows local or domain account for the scan. Grant the account the access required by the selected probe. - For WMI, grant the account local administrator access on the target. - For PowerShell Remoting, add the account to the Administrators and Remote Management Users groups on the target. For domain-joined targets, use a domain account that has the required local access. A workgroup target can use a local account after you configure LocalAccountTokenFilterPolicy. 3. Allow inbound Internet Control Message Protocol version 4 (ICMPv4) Echo Requests from the Discovery Application host. The Discovery Application checks whether a target is reachable before it runs the selected probe. For Windows Firewall, run this PowerShell command as an administrator: ``` New-NetFirewallRule -DisplayName "Allow ICMPv4 Ping" -Direction Inbound -Action Allow -Protocol ICMPv4 -IcmpType 8 ``` If you use a third-party firewall, create an equivalent rule that limits the source to the Discovery Application host. 4. If the target uses WMI, allow remote service management and file sharing traffic from the Discovery Application host. For Windows Firewall, run these PowerShell commands as an administrator: ``` Enable-NetFirewallRule -DisplayGroup "File and Printer Sharing" Enable-NetFirewallRule -DisplayGroup "Remote Service Management" ``` Allow TCP port 135 for RPC endpoint mapping, TCP ports 49152 to 65535 for dynamic RPC, and TCP ports 139 and 445 for SMB traffic from the Discovery Application host. If you use a third-party firewall, create equivalent rules for remote WMI access from the Discovery Application host. 5. If a WMI scan uses a local administrator account on a workgroup target, configure the LocalAccountTokenFilterPolicy registry value. This setting gives the local account its full administrative token during remote access. Review the security impact with your security team. Run this PowerShell command as an administrator, and then restart the target system: ``` New-ItemProperty -Path "HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System" -Name LocalAccountTokenFilterPolicy -Value 1 -PropertyType DWORD -Force ``` 6. If the target uses PowerShell Remoting, turn on Windows Remote Management (WinRM) on the target. Run this PowerShell command as an administrator: ``` Enable-PSRemoting -Force ``` Allow TCP port 5985 for WinRM over HTTP or TCP port 5986 for WinRM over HTTPS from the Discovery Application host, based on the transport that you use. Allow WinRM traffic from the Discovery Application host according to your network and security policies. If you use a third-party firewall, create equivalent rules for the transport that you use. 7. For a PowerShell Remoting scan of a workgroup target or a target in an untrusted domain, add the target to the TrustedHosts list on the Discovery Application host. Use a specific host name or IP address. For example, to trust a target with the IP address `192.168.1.100`, run this PowerShell command as an administrator: ``` Set-Item WSMan:\localhost\Client\TrustedHosts -Value "192.168.1.100" -Force ``` To trust multiple approved targets in a subnet, use a scoped pattern such as `192.168.1.*`. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Setting TrustedHosts to `*` trusts all hosts. Use the global wildcard only when your organization's security policy permits it. In a trusted domain, Kerberos provides mutual authentication, so skip the TrustedHosts configuration. 8. From the Discovery Application host, verify that the target responds to an ICMP Echo Request and accepts a remote connection for the selected probe. The Windows target is ready for the Discovery Application to authenticate and run the selected WMI or PowerShell Remoting probe. Create a Windows discovery credential that uses the prepared account. For more information about discovery credentials, see [Create Discovery Credentials for Secure Scanning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_cred.htm&release=264.0.0&type=5 "Use discovery credentials to securely connect to systems and collect data during agentless scans. Credentials authenticate access to devices, applications, and cloud environments without manual sign-in. Create and manage credentials for supported types such as Windows, SSH, SNMP, or AWS to ensure accurate and authorized discovery results."). Create the discovery target and select the probe that you prepared. For more information about discovery targets, see [Create a Discovery Target](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_create_target.htm&release=264.0.0&type=5 "Create a discovery target to define where and how agentless discovery scans IT environments. Targets define the systems, IP ranges, and environments included in agentless discovery. Each target also specifies probe types that determine how those systems are scanned. When a target runs, it creates a scan job that collects discovery data and updates asset information in Configuration Management Database (CMDB)."). <!-- document id=3b0f802438889774c9e649d66135eb0dd76aba0254527fe41ce5fb0d67c496a9 url=/admin/current/en-us/service/264-0-0/voice_prepare_network.md --> # Prepare Your Network for Salesforce Voice To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Thank you](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Thank you Special thanks to [TRAILBLAZER MICHAEL CHIANG](https://trailblazer.me/id/mchiang1) for contributing the initial draft of this content. Connectivity refers to all rep machines’ access to Salesforce Voice and the internet. Connectivity issues can: - Prevent reps from receiving calls on the network. - Prevent the synchronization between your telephony provider and Salesforce, such as synchronizing queues and rep statuses. - Block ports. Think of ports as a virtual highway to transfer data. If the port is blocked, the highway is closed. - Decrease call quality because of increased latency. Latency refers to the time it takes for data—in this case, call data—to transfer from one endpoint to another. - **[Plan System Network Needs for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5)** To set up Salesforce Voice, your network requires access to multiple subsystems. - **[Set Up Your Network for Salesforce Voice and Your Telephony Provider](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5)** Work with your IT team to properly set up your network and allow specific URLs across these key areas: virtual private network (VPN), company network, company firewall, company antivirus programs, and personal firewall for at-home local machines (for employees who work from home). - **[Verify Service Rep Connectivity on Their Local Computers](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5)** After the network is configured correctly, test the reps' machines' connectivity to verify that they’re ready and available to take voice calls using Salesforce Voice. - **[Troubleshoot Network Issues for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5)** Access troubleshooting information to help you address any network issues for your setup. ## Plan System Network Needs for Salesforce Voice To set up Salesforce Voice, your network requires access to multiple subsystems. For Salesforce Core and Service Cloud Real Time, your network should handle HTTPS traffic, which allows Salesforce Core and Service Cloud Real Time access from your company’s VPN. Your Contact Center as a Service (CCaaS) or telephony provider also manages separate infrastructure for their services. Plan your network to handle HTTP and UDP traffic for communication with those services. For more information about these subsystems in the Salesforce Voice architecture, see [Salesforce Voice Key Concepts](https://help.salesforce.com/s/articleView?id=service.voice_key_concepts.htm&release=264.0.0&type=5 "When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony."). ## Set Up Your Network for Salesforce Voice and Your Telephony Provider Work with your IT team to properly set up your network and allow specific URLs across these key areas: virtual private network (VPN), company network, company firewall, company antivirus programs, and personal firewall for at-home local machines (for employees who work from home). 1. Find the name of your Salesforce instance by following recommendations in this Knowledge Article: [View Instance Information for Your Salesforce Organization](https://help.salesforce.com/s/articleView?id=000384755&type=1&language=en_US). 2. To determine your Salesforce instance type and location, see [Where is My Salesforce Instance Located](https://help.salesforce.com/s/articleView?id=000396845&type=1&language=en_US). 3. To provide access to Salesforce system components, set up an IP allowlist or follow an alternative recommended method to allow IP addresses depending on your instance type. - To allow IP ranges for Hyperforce Salesforce instances, follow recommendations in this Knowledge Article: [Preferred Alternatives to IP Allowlisting on Hyperforce](https://help.salesforce.com/s/articleView?id=000394078&type=1&language=en_US). The Salesforce Real Time microservice is always hosted on Hyperforce, so make sure to allow the necessary IP ranges or implement any other alternative methods. - To permit accesss to Salesforce Core and Service Cloud Real Time for first party Salesforce instances (not Hyperforce), follow the steps in this Knowledge Article: [Salesforce Core Services - IP Addresses and Domains to Allow](https://help.salesforce.com/s/articleView?id=000384438&type=1&language=en_US). 4. Make sure that the SCRT2 domain (\*.salesforce-scrt.com) is an allowed domain within your domain. See [Allow the Required Domains](https://help.salesforce.com/s/articleView?id=xcloud.setup_domains.htm&language=en_US). 5. Make sure that all [session security settings](https://help.salesforce.com/s/articleView?id=xcloud.admin_sessions.htm&language=en_US) are applicable and compatible with Salesforce Voice, and check that any third party domains from Amazon Connect or your partner telephony network are correctly allowed. 1. Make sure that the clickjack protection setting is disabled. See [Configure Clickjack Protection](https://help.salesforce.com/s/articleView?id=xcloud.security_clickjack_protection_configure.htm&language=en_US) for more information. 2. Make sure that the browser feature permissions setting provides microphone and speaker access. See [Control Access to Browser Features](https://help.salesforce.com/s/articleView?id=xcloud.security_browser_features.htm&language=en_US) for more information. 3. For Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, add `https://*.amazon.com` and `https://*.amazonaws.com` as Trusted URLs. For each trusted URL, select the **frame-src (iframe content)** and **media-src (audio and video)** CSP Directives. See [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&language=en_US) for more information. 6. If you’re using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, gather information about your Amazon Connect instance. - {region}: The exact name of the AWS region where the Amazon Connect instance for Salesforce Voice is located. For example, US West instance = us-west-2. - {myInstanceName}: The Amazon Connect instance alias that can be found in the AWS Console. - {Amazon S3 bucket name}: The Salesforce Voice S3 bucket found in the AWS Console. Typically, this bucket is in the main folder. 7. Set up your telephony provider network settings. - If you’re using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, follow the guidance in the Amazon Connect Administrator Guide to [set up your network](https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html). This network setup enables the rep desktop within your VPN to allow HTTPS traffic as well as UDP traffic for real-time communications. - If you’re using Salesforce Voice with Partner Telephony, refer to the network guidance from the partner telephony provider. This network setup should allow both HTTPS and UDP traffic from a rep’s browser within the company’s VPN to the partner telephony network. 8. If you are using any virtual applications or virtual desktop interfaces (VDI), make sure all virtual applications or VDI are set up correctly to allow network traffic for both Salesforce and your telephony provider’s network. ## Verify Service Rep Connectivity on Their Local Computers After the network is configured correctly, test the reps' machines' connectivity to verify that they’re ready and available to take voice calls using Salesforce Voice. To enable network testing tools in individual reps’ desktops with Amazon Connect as the telephony partner, [set up the Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") for your reps and share guidance on how they can [check their voice status](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."). Make sure that both the Amazon Connect connection check and the browser requirements check are accurate. If your network connection to Amazon Connect has a significant delay, either contact Salesforce Support (for Salesforce Voice with Amazon Connect) or file an AWS support request (for Salesforce Voice with Partner Telephony from Amazon Connect) to improve the network latency. We recommend that the latency is less than 250 ms. ## Troubleshoot Network Issues for Salesforce Voice Access troubleshooting information to help you address any network issues for your setup. For guidance on network troubleshooting, see [How Do I Troubleshoot Network Issues for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5 "To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips."). <!-- document id=42522ac79b6bfd959eac848979776f3340d34911a96a34a1db098d8e5e05aacf url=/admin/current/en-us/service/264-0-0/fs_shifts_prepare_scheduling.md --> # Prepare Your Org for Shift Scheduling Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a service resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the Get Candidates Shift action (not to be confused with the Get Candidates action for assigning service appointments to service resources) and Mass Shift Update actions to assign shifts to service resources. When you assign shifts to service resources, Field Service includes specific tools and records used exclusively for assigning shifts, distinct from tools used for scheduling service appointments. - Scheduling Rules (Setup): Determine how shifts are assigned based on predefined criteria. - Scheduling Objectives (Setup): Help prioritize the assignment of shifts to meet certain goals. - Job Profiles: Define the roles and responsibilities suitable for certain shifts. - Skill Requirements (for Job Profiles) - Make sure that service resources have the necessary skills for the shifts that they’re assigned to. - Shift Scheduling Constraints: Limit when and how service resources can be scheduled for shifts. - Get Candidates shift assignment action: Helps identify the most suitable service resources for available shifts. These records and actions share similar naming but serve a different purpose to the work rules, service objectives, and skill requirements associated with work orders and work order line items. The same applies to the Get Candidates action used for scheduling service appointments (work) to service resources. Each set of tools serves a unique purpose within Field Service to streamline the scheduling process. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Shifts and shift scheduling (assigning ad hoc availability hours to a service resource) is a different concept from service appointment scheduling (assigning work to a service resource) in Field Service. Many Salesforce Field Service customers use Field Service only to assign service appointments to their workforce and don’t use shifts or shift scheduling. However, some companies use shifts and shift scheduling. - **[Create a Scheduling Objective for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_objectives.htm&release=264.0.0&type=5)** Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process. - **[Create a Scheduling Rule for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rules_create.htm&release=264.0.0&type=5)** Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules. - **[Scheduling Rule Types](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rule_types.htm&release=264.0.0&type=5)** Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules. - **[Add Shift Scheduling Constraints](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_constraint_create.htm&release=264.0.0&type=5)** Scheduling constraints are records that are defined on the service resource or service territory. They set  the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory. #### See Also - [Assign and Update Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_assign.htm&release=264.0.0&type=5 "In Field Service, make sure that shifts are staffed by assigning them to a service resource. You can assign shifts individually or update the assignee and status in bulk.") - [What Are Shifts?](https://help.salesforce.com/s/articleView?id=service.fs_shifts_plan.htm&type=5&language=en_US) - [Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&type=5&language=en_US) <!-- document id=f530e31bd988db80fecba1bd488676e3a027466ce9e2a93d25819b04674d2742 url=/admin/current/en-us/service/264-0-0/byoc_ccaas_prepare_org.md --> # Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="byoc_ccaas_prepare_org__d526e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_prepare_org__d526e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113160e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To set up Omni-Channel and create and save Lightning pages in the Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To create or change queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Customize Application AND Manage Public List Views</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113160e93 ">Manage Flow</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. ## Set Up Omni-Channel 1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). 2. [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US) for messaging. 3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions. 1. Add Messaging Session as a supported object. 2. If you plan to manage both Messaging and Voice through the same queue in your partner contact center add Voice Call as a supported object. 3. If your CCaaS partner processes routing in their system, set the routing model of the queue’s routing configuration to `external routing`. If Salesforce manages routing, set the routing model to any other value. ## Create an Omni Flow ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If your CCaaS partner processes routing in their system instead of in Salesforce, you may not need to create a flow. Check with your CCaaS partner for their recommendation based on how their integration works. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**. 3. In the All + Templates tab, select **Omni-Channel Flow**. 4. From the Manager tab, create a new resource. 5. For the Resource Type, select **Variable**. 6. For the API Name, enter recordId. The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow. 7. For the Data Type, select **text**. 8. Select **Available for input**, and then click **Done**. 9. From the Elements tab, select a **Route Work** action in your flow. 10. Name the new action. Use the recordId variable as the input value. Select **Messaging** for the Service Channel. 11. Specify Queue, Agent, Bot, or Skills as the Route To value. 1. If you select Queue, use the queue ID for the queue where you want to direct the work. 2. If you select Agent, enter the agent's (service rep's) name in the Agent ID field. 3. If you select Skills, add the Skill Requirement List. 4. If you select Bot, search for the bot name. 5. If you select Agentforce Service Agent, search for the AI agent name. 12. Click **Done**. 13. Save and activate your flow. ## Prepare the Messaging Session Layout 1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**. 2. To create a Lightning page, click **New**. 3. For the page type, select **Record Page**. 4. Name the page, and then select **Messaging Session** as the object. 5. On the next screen, select **CLONE SALESFORCE DEFAULT PAGE** and save your changes. 6. When you’re inside the app builder, add the Enhanced Conversation component to the page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In Bring Your Own Channel for CCaaS, CCaaS partners can dynamically enable or disable Messaging actions such as transfers and conferencing by using Interaction Service API. Lighting App Builder settings for the Enhanced Conversation Component that hide controls take precedence over any dynamically controlled Messaging actions. 7. Activate the page. #### See Also - [Bring Your Own Channel for CCaaS Developer Guide: Dynamically Control Messaging Actions](https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/control-messaging-actions.html) <!-- document id=b55ccb4a701b6530b38e93e3ef5ebe31f1d91f8c39591424ed050901d65e367d url=/admin/current/en-us/service/264-0-0/partner_messaging_prepare_org.md --> # Prepare Your Salesforce Org for Bring Your Own Channel for Messaging Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_prepare_org__d1200e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_prepare_org__d1200e2076" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81603e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To set up Omni-Channel and create and save Lightning pages in the Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To create or change queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Customize Application AND Manage Public List Views</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81603e93 ">Manage Flow</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. ## Set Up Omni-Channel 1. [Enable Omni Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). 2. [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US) for messaging. 3. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) where you want to route incoming messaging sessions. Add Messaging Session as a supported object. ## Create an Omni Flow Optionally, create an Omni-Channel flow to route incoming messages. If you don’t create a flow, you can route messages to the queue you created instead. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click **New Flow**. 3. In the All + Templates tab, select **Omni-Channel Flow**. 4. From the Manager tab, create a new resource. 5. For the Resource Type, select **Variable**. 6. For the API Name, enter recordId. The API name is case-sensitive and must be recordId. The messaging channel uses this value to pass information into this Omni-Channel flow. 7. For the Data Type, select **text**. 8. Select **Available for input**, and then click **Done**. 9. From the Elements tab, select a **Route Work** action in your flow. 10. Name the new action. Use the recordId variable as the input value. Select **Messaging** for the Service Channel. 11. Specify Queue, Agent, Bot, or Skills as the Route To value. 1. If you select Queue, use the queue ID for the queue where you want to direct the work. 2. If you select Agent, enter the agent's (service rep's) name in the Agent ID field. 3. If you select Skills, add the Skill Requirement List. 4. If you select Bot, search for the bot name. 5. If you select Agentforce Service Agent, search for the AI agent name. 12. Click **Done**. 13. Save and activate your flow. ## Prepare the Messaging Session Layout 1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**. 2. To create a Lightning page, click **New**. 3. For the page type, select **Record Page**. 4. Name the page, and then select **Messaging Session** as the object. 5. On the next screen, select **CLONE SALESFORCE DEFAULT PAGE** and save your changes. 6. When you’re inside the app builder, add the Enhanced Conversation component to the page. 7. Activate the page. <!-- document id=c3818bfb666600ca0f269948a22333938a89433395f6ee7c56fbf4c04e3ebcc6 url=/admin/current/en-us/service/264-0-0/byoc_ccaas_prepare_users.md --> # Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="byoc_ccaas_prepare_users__d851e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_prepare_users__d851e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62098e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62098e95 ">Assign Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. 1. Assign licenses to your Bring Your Own Channel for CCaaS service reps. - For Messaging, add the Digital Engagement add-on license with Partner Messaging or the Agentforce Contact Center Digital add-on license with Partner Messaging. - If using Voice in your contact center, add the Salesforce Voice Partner Telephony add-on license. 2. Clone the Contact Center Bring Your Own Channel User permission set and assign the resulting custom permission set to your Bring Your Own Channel for CCaaS service reps. 3. If using Voice in your contact center, assign the Salesforce Voice Contact Center Rep (Partner Telephony) permission set to your service reps as well. 4. Give your SCRT2 Integration User Read and Create access to the custom platform event for your Bring Your Own Channel messaging channel. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **SCRT2 Integration User**. 3. Click **Object Settings**. 4. Click the name of the custom platform event you just created. 5. Click **Edit**, and select the **Read** and **Create** checkboxes. 6. Click **Save**. 5. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for messaging. 6. [Give your service reps access to presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_give_access_to_statuses_through_permission_sets.htm&type=5&language=en_US). <!-- document id=c43b66ae5956ccc65a5df5d2c80067c796c3adf57476b47af1deb770cce42534 url=/admin/current/en-us/service/264-0-0/partner_messaging_prepare_users.md --> # Prepare Your Service Reps to Use Bring Your Own Channel for Messaging Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_prepare_users__d1238e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_prepare_users__d1238e2076" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84225e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84225e93 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84225e93 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84225e93 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84225e93 ">Assign Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. 1. Assign the Digital Engagement add-on license with Partner Messaging or the Agentforce Contact Center Digital add-on license with Partner Messaging to your Bring Your Own Channel service reps. 2. Clone the Contact Center Bring Your Own Channel User permission set and assign the resulting custom permission set to your Bring Your Own Channel service reps. The permission set provides them with the Message Customers with Bring Your Own Channel user permission. 3. Give your SCRT2 Integration User Read and Create access to the custom platform event for your Bring Your Own Channel for Messaging channel. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **SCRT2 Integration User**. 3. Click **Object Settings**. 4. Click the name of the custom platform event installed as part of your managed package. 5. Click **Edit**, and select the **Read** and **Create** checkboxes. 6. Click **Save**. 4. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for messaging. 5. [Give your service reps access to presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_give_access_to_statuses_through_permission_sets.htm&type=5&language=en_US). <!-- document id=5ebc22a78d4bb2a1172bfacb4bc1189247b3ead2947046193af41ae82ef5c265 url=/admin/current/en-us/service/264-0-0/vaccine_packages_setup_health_ver.md --> # Prepare Your Team to Review COVID-19 Health Verification Requests Assign permissions to your support agents and assign agents to the Health Verification and Needs Review queues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ![Customer health verification tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_pkg_agent_record_view.png) ## Assign the Safety Cloud Permission Set to Your Agents From Setup, in the Quick Find box, enter Permission Set Groups, and then select **Permission Set Groups**. Assign the Safety Cloud Agent PermissionSetGroup the profile for the users who you want to view and review Health Verification requests. To learn more, see [Assign Permission Set Groups to Users](https://help.salesforce.com/s/articleView?id=platform.perm_set_groups_assign.htm&type=5&language=en_US). ## Assign Agents to a Health Verification Queue 1. Go to **Setup** | **Queues** | **Health Verification Queue**. 2. Click **Edit**. 3. Add your agents as Queue Members. 4. To give users access to the Health Verification Queue list view, go to the App Menu, and search for the Health Verification object. 5. Navigate to the Health Verification Queue list view, and click the gear icon. 6. Select **Sharing Settings**. 7. Choose to share the list view with all users or a group of users. ## Assign Agents to a Needs Review Queue Sometimes a user’s health verification requires special attention. In such cases, agents can route the user’s health verification record to a Needs Review queue for further analysis by designated agents or supervisors. When you deploy the Health Verification package to your org, we create two public groups for agents automatically. - Health Verification Tier 1 Agents - Health Verification Tier 2 Agents These groups are assigned to queues automatically as follows: - Tier 1 and Tier 2 groups are assigned to the Health Verification queue. - The Tier 2 group is assigned to the Health Verification Needs Review queue. As an admin, you can add agents to either of these public groups. Agents assigned to the Health Verification Tier 2 Agents have access to the Needs Review queue. Health Verification records are routed to the Needs Review queue automatically when a user clicks the Unable to Verify button when filling out the health verification field, or when an agent clicks the Request Review quick action from a user’s health verification form. To assign agents to their respective group, complete these steps. - From Setup, in the Quick Find box, enter **Public Groups**, select **Health Verification Tier 1 Agents** or **Health Verification Tier 2 Agents**, and then click **Edit.** - Set the **Search** field to Users, enter the Agent’s name, and click **Find**. - To add agents to the group you selected, select the agent name from the **Available Members** list box, and click **Add**. The agent’s name is moved to the **Selected Members** list box. - When you’re done assigning agents to the group, save your changes. #### See Also - [Assign a Permission Set to Multiple Users](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) - [Enable Path](https://help.salesforce.com/articleView?id=sales.path_enable.htm&type=5&language=en_US) <!-- document id=6b60a1e487a31e032c63c77fe4e84dbad31fb1e9d82466e5b4deec0e2f4ca611 url=/admin/current/en-us/service/264-0-0/voice_intelligence_prep_telephony_system.md --> # Prepare Your Telephony System for Conversation Intelligence Conversation Intelligence relies on signals coming from your telephony system. Complete the tasks based on your telephony provider. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Prepare Conversation Intelligence for Amazon Connect Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_prep_amazon_connect.htm&release=264.0.0&type=5)** Complete these tasks to prepare Amazon Connect for Conversation Intelligence with Salesforce Voice. - **[Prepare Conversation Intelligence for Partner System Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_prep_partner_telephony.htm&release=264.0.0&type=5)** Search the AppExchange to find managed packages that allow you to ingest partner intelligence signals. To ingest those signals, deploy the managed package to your org. <!-- document id=dafbc52dc71bd56cd33c419c422680cf138efc09418074a538c641947f5dedf7 url=/admin/current/en-us/service/264-0-0/workforce_engagement_configure_agent_engagement.md --> # Preparing for Agent Engagement Before you use agent engagement, ensure that the feature is fully configured. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <!-- document id=381e0e60be3da0180f50b3b3a5e312ef0aaa36285f6151ae55978f7c482a2587 url=/admin/current/en-us/service/264-0-0/reply_rec_prepare.md --> # Preparing for Einstein Reply Recommendations Before you set up Einstein Reply Recommendations, review the data requirements and testing tips. Reply recommendations are included in the Service Cloud Einstein add-on license. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Understand the Data Requirements To get started with Einstein Reply Recommendations, Einstein needs at least 1,000 closed chat transcripts in a given language, that contain four or more chat turns. A “turn” is a line in the chat conversation with terms or phrases that can help Einstein learn. Here’s an example of a chat with four turns. - Customer: Hello. Can you tell me where life is sweet? - Service Rep: I believe it’s on the sunny side of the street. - Customer: Thanks! And what do I do with my worries? - Service Rep: We recommend leaving them on your doorstep. If you’ve enabled bots, Einstein begins counting conversation turns only when an agent joins the chat. Turns don’t include bot utterances. If you don’t have enough closed chats, we let you know when you try to build your predictive model. You can also run a query to determine the number of [chat transcript records](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_livechattranscript.htm). This query doesn’t detect duplicate chats, which aren’t counted toward your total number of cases for training. Chat data from 3rd party services isn’t supported. While Einstein can generate a list of common replies with 1,000 transcripts, the more usable closed chats that you give Einstein to learn from, the better. To identify common replies, Einstein can analyze up to 200,000 chat turns from closed chats that have four or more turns, starting with your most recent chats. If you give Einstein 1,000 transcripts initially, when your org has 10,000 usable transcripts, Einstein rebuilds the model and performs a one-time refresh of your reply templates. We notify you when Einstein completes the refresh so that you can review and publish new and revised replies. To build a predictive model, Einstein Reply Recommendations supports only unencrypted LiveChatTranscript fields. ## Take Reply Recommendations for a Test Run While you can set up Einstein Reply Recommendations in a sandbox org, migrating your chat data from production can be time-consuming. For this reason, we recommend turning it on in your production org and giving a small group of service reps [access to reply recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_access.htm&release=264.0.0&type=5 "Give service reps access to Einstein Reply Recommendations by assigning them a permission set."). Choose knowledgeable service reps who could answer customer questions without the help of Einstein Reply Recommendations. Those service reps are able to boost accurate recommendations and let you know about any issues. When you’re comfortable with the way recommendations are working, open them up to your larger team. If you decide to use reply recommendations in a sandbox, follow these guidelines. - Match your sandbox licenses to your production licenses. - To meet the data requirements and ensure realistic recommendations, make sure that your sandbox org’s chat transcripts are identical to your production org’s. Einstein Reply Recommendations examines [chat transcript records](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_livechattranscript.htm). The body in a chat transcript contains four parts: the data and time that the chat started, the chat origin, a service rep name, and the chat conversation content. To analyze a chat transcript and identify language patterns, Einstein Reply Recommendations looks for “Chat Started:” in the chat body. <!-- document id=b98a45a9572e489ef1367132989c891afb1b2133a2110747842a2b27f1211d35 url=/admin/current/en-us/service/264-0-0/workforce_engagement_prepare_resource_absences.md --> # Preparing for Resource Absences Before you specify resource absences, set up these features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d138599e50">Configuration Step</th> <th class="slds-cell-wrap" scope="col" id="d138599e53">Documentation</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">1. Assign permission sets.<p>If you haven't done so already, assign the Shift Scheduling Planner or Workforce Engagement Planner permission set to users who approve absences. Assign the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who submit absences.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53">Manage Permission Set Assignments</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">2. Create service resources.<p>If you haven't done so already, create a service resource for each support rep who submits absences.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53">Create Service Resources for Agents</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">3. Add related lists to objects.<p>Add the Absences related lists to the Service Resources object.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53">Add a Related List to an Object</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">4. Let support reps access their own Service Resource records.<p>If you haven't done so already, create an Apex trigger that allows each support rep to view their own Service Resource record. This action lets the support rep access Resource Absences related lists where they can submit a new time-off request.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53">Allow Agents to See Their Assigned Shifts with an Apex Trigger</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">5. (Optional) If you require manual approval, add the Status field to resource absences.<p>Some companies have unlimited PTO where absences are submitted to advise management. Other companies require managerial approval for an absence.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53"> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d138599e50">6. (Optional) Set up a Salesforce approval process for resource absences..<p>This approval process alerts a team lead when a new absence has been submitted by a support rep.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d138599e53">Approval Processes</td> </tr> </tbody></table> <!-- document id=a3363bf3dd385599c48ea4c14eb06a605dd31b33f914f3420ebde143e554e41d url=/admin/current/en-us/service/264-0-0/workforce_engagement_configure_shift_scheduling_1.md --> # Preparing for Shift Scheduling Before your planners can create shifts and assign them, configure Salesforce for shift scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). If you set up Workforce Engagement to create a capacity plan, you completed some steps already. If you completed a step, skip it and proceed to the next one. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow. A queue-based workflow uses Omni-Channel queues and job profiles to match work assignments to support reps. If you’re using a non-Omni workflow, scheduling matches assignments to support reps based on their skills. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d160512e72">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d160512e75">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 1. Assign the appropriate permission sets to your users. Assign the Shift Scheduling Planner or Workforce Engagement Planner permission set to users who create and schedule shifts. Assign the Shift Scheduling Agent or Workforce Engagement Agent permission set to your support reps. </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <p> <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US" target="_blank">Manage Permission Set Assignments</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_permission_sets.htm&type=5&language=en_US" target="_blank">Workforce Engagement User Permission Sets</a> </p> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 2. In the profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences to View All Records. It's not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_object_perms_edit.htm&type=5&language=en_US" target="_blank">Edit Object Permissions in Profiles</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 "> <p>Step 3. Add related lists to objects.</p> <ul> <li>Add the Time Slots related list to the Operating Hours object. </li> <li>Add the Skill Requirements related list to the Job Profiles object. </li> <li>Add the Service Territory, Shifts, Skills, Preferences, Absences, and Time Sheets related lists to the page layout for the Service Resources object.</li> <li>If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, add the Skill Requirements related list to the Job Profile object.</li> </ul> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&type=5&language=en_US" target="_blank">Add a Related List to an Object</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 4. Create operating hours with time slots to represent your business operating hours. </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_operating_hours.htm&type=5&language=en_US" target="_blank">Create Operating Hours with Time Slots</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 5. Create service territories for the contact centers where your support reps work. Select the operating hours for each service territory.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_service_territory.htm&type=5&language=en_US" target="_blank">Create a Service Territory</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 6. Create a service resource for each agent that you want to assign shifts to. In the Type field, select Agent. To specify where an agent works, add a service territory to the Service Territory related list on the service resource. </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Agents</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 7. If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, create skills so that scheduling can match support reps’ abilities with work assignments. Add one or more skills to the Skills related list on each service resource. </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.shift_scheduling_create_skills.htm&release=264.0.0&type=5" title="Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills.">Create and Assign Skills</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 "> <p>Step 8. Create job profiles to associate with your shifts. </p> <p>If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, add one or more skills to each job profile. Scheduling then matches shifts with skill requirements in a job profile to support reps who have those skills. </p> <p style="margin-bottom:0;">If you’re using an Omni-Channel queue-based routing workflow in Workforce Engagement, scheduling uses job profile to queue mappings instead. Configure these mappings in the next step.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_job_profile.htm&type=5&language=en_US" target="_blank">Create a Job Profile</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 "> <p>Step 9. (Omni-Channel queue-based routing workflow in Workforce Engagement) If you haven’t done so already, enable Omni-Channel, set up queues, and associate routing configurations with each queue. Add your agent users as queue members.</p> <p style="margin-bottom:0;">Enable the configuration app in Setup, and map job profiles to queues. Scheduling matches shifts for each job profile to queues with the same job profile. It then assigns the shift to a queue member.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US" target="_blank">Enable Omni-Channel</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_queues.htm&type=5&language=en_US" target="_blank">Create Omni-Channel Queues</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable.htm&type=5&language=en_US" target="_blank">Enable Workforce Engagement and Feature Preferences</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_jp_to_queue.htm&type=5&language=en_US" target="_blank">Map Job Profiles to Queues</a> </p> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 "> <p>Step 10. Create scheduling rules that help to match support reps to shifts. </p> <ul> <li>Create a Match Territory rule. A rule of this type is required. </li> <li>If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, you want scheduling to assign work based on skills. Create a Match Skills rule. </li> <li>If you’re using a queue-based workflow in Workforce Engagement, you want scheduling to match queues to shifts’ job profiles. Create a Match Queue rule. </li> <li>Optionally, add more rules to narrow down the pool of candidates for each shift.</li> </ul> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_scheduling_rules.htm&release=264.0.0&type=5" title="Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules.">Create a Scheduling Rule</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 11. Create scheduling constraints, such as work limits, to associate with scheduling rules. Add scheduling constraints to service resources or service territories. A scheduling rule looks first for a constraint on a service resource. If there isn’t one, it looks for a constraint on the service territory. </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_scheduling_constraint.htm&release=264.0.0&type=5" title="Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn’t one, then the rule looks for a scheduling constraint on the service territory.">Create a Scheduling Constraint</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 ">Step 12. Create scheduling objectives to reflect business goals. For example, balance shifts across your support reps or consider a support rep’s shift preference.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_scheduling_objectives.htm&release=264.0.0&type=5" title="Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling.">Create a Scheduling Objective</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e72 "> <p>Step 13. Let support reps see assigned shifts.</p> <p style="margin-bottom:0;">Create an Apex trigger that allows support reps to see the shifts that have been assigned to them.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d160512e75 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_apex_trigger_shifts.htm&type=5&language=en_US" target="_blank">Allow Agents to See Their Assigned Shifts with an Apex Trigger</a> </td> </tr> </tbody> </table> <!-- document id=c7613101c9f2e60ecc7ce217b9712902f235a0a6ad6e2a39549d080fe17d9656 url=/admin/current/en-us/service/264-0-0/workforce_engagement_prepare_shift_sched.md --> # Preparing for Shift Scheduling Before your planners can create shifts and assign them, configure Salesforce for shift scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> If you set up Workforce Management to create a capacity plan, you completed some steps already. If you completed a step, skip it and proceed to the next one. A queue-based workflow uses Omni-Channel queues and job profiles to match work assignments to support reps. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130090e66">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d130090e69">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 1. Assign the appropriate permission sets to your users. Assign the Shift Scheduling Planner or Workforce Engagement Planner permission set to users who create and schedule shifts. Assign the Shift Scheduling Agent or Workforce Engagement Agent permission set to your support reps.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 "> <p>Manage Permission Set Assignments</p> <p style="margin-bottom:0;">Workforce Management User Permission Sets</p> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 2. In the profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences to View All Records. It's not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Edit Object Permissions in Profiles</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 "> <p>Step 3. Add related lists to objects.</p> <p>Add the Time Slots related list to the Operating Hours object.</p> <p>Add the Skill Requirements related list to the Job Profiles object.</p> <p style="margin-bottom:0;">Add the Service Territory, Shifts, Skills, Preferences, Absences related lists to the page layout for the Service Resources object.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Add a Related List to an Object</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 4. Create operating hours with time slots to represent your business operating hours.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create Operating Hours with Time Slots</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 5. Create service territories for the contact centers where your support reps work. Select the operating hours for each service territory.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create a Service Territory</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 6. Create a service resource for each agent that you want to assign shifts to. In the Type field, select Agent. To specify where an agent works, add a service territory to the Service Territory related list on the service resource.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create Service Resources for Agents</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 "> <p>Step 8. Create job profiles to associate with your shifts..</p> <p style="margin-bottom:0;">If you're using an Omni-Channel queue-based routing workflow in Workforce Management, scheduling uses job profile to queue mappings instead. Configure these mappings in the next step.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create a Job Profile</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 "> <p>Step 9. (Omni-Channel queue-based routing workflow in Workforce Management) If you haven't done so already, enable Omni-Channel, set up queues, and associate routing configurations with each queue. Add your agent users as queue members.</p> <p style="margin-bottom:0;">Enable the configuration app in Setup, and map job profiles to queues. Scheduling matches shifts for each job profile to queues with the same job profile. It then assigns the shift to a queue member.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 "> <p>Enable Omni-Channel</p> <p>Create Omni-Channel Queues</p> <p>Enable Workforce Management and Feature Preferences</p> <p style="margin-bottom:0;">Map Job Profiles to Queues</p> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 "> <p>Step 10. Create scheduling rules that help to match support reps to shifts.</p> <p>Create a Match Territory rule. A rule of this type is required.</p> <p>If you're using a queue-based workflow in Workforce Management, you want scheduling to match queues to shifts' job profiles. Create a Match Queue rule.</p> <p style="margin-bottom:0;">Optionally, add more rules to narrow down the pool of candidates for each shift.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create a Scheduling Rule</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 11. Create scheduling constraints, such as work limits, to associate with scheduling rules. Add scheduling constraints to service resources or service territories. A scheduling rule looks first for a constraint on a service resource. If there isn't one, it looks for a constraint on the service territory.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create a Scheduling Constraint</td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e66 ">Step 12. Create scheduling objectives to reflect business goals. For example, balance shifts across your support reps or consider a support rep's shift preference.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d130090e69 ">Create a Scheduling Objective</td> </tr> </tbody> </table> - **[Create and Assign Skills](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_assign_skills.htm&release=264.0.0&type=5)** Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills. - **[Create a Scheduling Rule](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_sched_rule.htm&release=264.0.0&type=5)** Scheduling rules help the tools match qualified support reps to shifts. Set these rules one time. When the scheduling logic looks for support reps to assign to shifts, it checks your rules. - **[Create a Scheduling Constraint](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_sched_constraint.htm&release=264.0.0&type=5)** Scheduling constraints set boundaries for when work happens and how much work is done. Set scheduling constraints on either service resources or service territories. To match support reps to shifts, a scheduling rule looks first for a constraint on the service resource. If there isn't one, then the rule looks for a scheduling constraint on the service territory. - **[Create a Scheduling Objective](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_sched_objective.htm&release=264.0.0&type=5)** Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling. <!-- document id=f710239e52e0e0cc37c1d316f129ad341d3b1634ab045453c554991132277311 url=/admin/current/en-us/service/264-0-0/workforce_engagement_time_sheets_and_absences_1.md --> # Preparing for Time Sheets and Resource Absences Before your support reps use time sheets or specify resource absences, set up these features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d152451e67">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d152451e70">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>1. Assign permission sets.</p> <p style="margin-bottom:0;">If you haven’t done so already, assign the Shift Scheduling Planner or Workforce Engagement Planner permission set to users who approve time sheets and absences. Assign the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who submit time sheets and absences.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US" target="_blank">Manage Permission Set Assignments</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>2. Create service resources. </p> <p style="margin-bottom:0;">If you haven’t done so already, create a service resource for each support rep who submits time sheets and absences. </p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Agents</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>3. Add related lists to objects. </p> <p style="margin-bottom:0;">Add the Absences and Time Sheets related lists to the Service Resources object. Add the Time Sheet Entry related list to the Time Sheets object.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&type=5&language=en_US" target="_blank">Add a Related List to an Object</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>4. Let support reps access their own Service Resource records.</p> <p style="margin-bottom:0;">If you haven’t done so already, create an Apex trigger that allows each support rep to view their own Service Resource record. This action lets the support rep access the Time Sheets and Resource Absences related lists where they can submit a new time sheet or time-off request.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_apex_trigger_shifts.htm&type=5&language=en_US" target="_blank">Allow Agents to See Their Assigned Shifts with an Apex Trigger</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>5. (Optional) If you require manual approval, add the Status field to resource absences. </p> <p style="margin-bottom:0;">Some companies have unlimited PTO where absences are submitted to advise management. Other companies require managerial approval for an absence.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e67 "> <p>6. (Optional) Set up a Salesforce approval process for resource absences and time sheets. </p> <p style="margin-bottom:0;">This approval process alerts a team lead when a new absence or time sheet has been submitted by a support rep.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d152451e70 "> <a href="https://help.salesforce.com/s/articleView?id=platform.what_are_approvals.htm&type=5&language=en_US" target="_blank">Approval Processes</a> </td> </tr> </tbody> </table> <!-- document id=79678a2ccf9a1c8d8848f0cd8cf7f4bce6e865de13a919445077b8d21c062e33 url=/admin/current/en-us/service/264-0-0/svc_site_prep.md --> # Preparing to Build Your Service Catalog Site Before you start building your Service Catalog site, head to Salesforce Setup to prep your org to become a customer or partner-facing site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Your Service Catalog site requires several configurations in Setup before you build your site. These configurations are required to create the proper environment to use Experience Builder and have the proper site functionality. We’ve indicated which of these steps are required based on your specific setup pathway. In addition to these Setup configurations, you must set specific site access permissions for your site users. To configure these permissions, review the provided permission set licensing overview information and then take the provided steps to assign your site users their permissions. - **[Determining Your Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_determine_setup.htm&release=264.0.0&type=5)** Your Service Catalog site setup steps are specific to your affiliation with Experience Cloud. Use the provided guidance to determine your setup steps. - **[Set the Service Catalog Site Setup Configurations](https://help.salesforce.com/s/articleView?id=service.svc_site_crm_configs.htm&release=264.0.0&type=5)** Several configurations are required in Setup for you to build your Service Catalog site with Experience Cloud. - **[Service Catalog Site Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&release=264.0.0&type=5)** Review and assign the permissions each site user requires for access and use of your Service Catalog site and its features. - **[Set Up Service Catalog Guest Users](https://help.salesforce.com/s/articleView?id=service.svc_site_guest_users.htm&release=264.0.0&type=5)** Add Guest Users to your Aura or LWR Service Catalog Site. #### See Also - [_Salesforce Help_: Setting Up Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_setup_intro.htm&release=264.0.0&type=5 "Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items.") - [_Salesforce Help_: Determining Your Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_determine_setup.htm&release=264.0.0&type=5 "Your Service Catalog site setup steps are specific to your affiliation with Experience Cloud. Use the provided guidance to determine your setup steps.") <!-- document id=4d0127184119620c58d47f79ea2b8c98279cfd2b92f900220bc0680477c232c4 url=/admin/current/en-us/service/264-0-0/workforce_engagement_configure_service_resource_preferences_1.md --> # Preparing to Use Service Resource Preferences After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep’s preference into account. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27885e67">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27885e70">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 "> <p>1. Assign permission sets.</p> <p style="margin-bottom:0;">If you haven’t done so already, add the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who want to create service resource preferences.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US" target="_blank">Manage Permission Set Assignments</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 "> <p>2. Create service resources. </p> <p style="margin-bottom:0;">If you haven’t done so already, create a service resource for each service rep who submits a service resource preference. </p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Agents</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 ">3. Add the Preferences related list to the service resource object.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&type=5&language=en_US" target="_blank">Add a Related List to an Object</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 "> <p>4. Give planners permission to view service resource preferences.</p> <p style="margin-bottom:0;">In the user profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences object to View All Records. This permission allows the person assigning shifts to see each service rep’s preferences match percentage in the get candidates interface. It’s not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 "> <p>5. Let support reps access their own Service Resource records.</p> <p style="margin-bottom:0;">Create an Apex trigger that allows each support rep to view their own service resource record. This step lets the support rep access the Preferences related list where they can submit a preference.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_apex_trigger_shifts.htm&type=5&language=en_US" target="_blank">Allow Agents to See Their Assigned Shifts with an Apex Trigger</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e67 "> <p>6. Set up a service objective that considers service reps’ preferences.</p> <p style="margin-bottom:0;">Create a scheduling objective of type Maximized Preferences. When service reps <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_service_resource_preference.htm&release=264.0.0&type=5" title="Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences.">define their preferred operating hours and create a service resource preference</a>, scheduling tools consider these preferences. Get candidates shows which service reps are the best matches for a shift, and batch assignment and mass shift update assign the service rep that’s the best match.</p> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d27885e70 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_scheduling_objectives.htm&release=264.0.0&type=5" title="Scheduling objectives apply business goals to the scheduling process. Planners and administrators can set scheduling objectives to optimize scheduling.">Create a Scheduling Objective</a> </td> </tr> </tbody> </table> <!-- document id=a5eb09702a8364b2e2bb8a646ead74e0127b69e1b83dbda5301753dc705c0ae6 url=/admin/current/en-us/service/264-0-0/workforce_engagement_prepare_service_resource_pref.md --> # Preparing to Use Service Resource Preferences After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep's preference into account. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d140188e50">Configuration Step</th> <th class="slds-cell-wrap" scope="col" id="d140188e53">Documentation</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">1. Assign permission sets.<p>If you haven't done so already, add the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who want to create service resource preferences.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53">Manage Permission Set Assignments</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">2. Create service resources.<p>If you haven't done so already, create a service resource for each service rep who submits a service resource preference.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53">Create Service Resources for Agents</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">3. Add the Preferences related list to the service resource object.</td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53">Add a Related List to an Object</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">4. Give planners permission to view service resource preferences.<p>In the user profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences object to View All Records. This permission allows the person assigning shifts to see each service rep's preferences match percentage in the get candidates interface. It's not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53"> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">5. Let support reps access their own Service Resource records.<p>Create an Apex trigger that allows each support rep to view their own service resource record. This step lets the support rep access the Preferences related list where they can submit a preference.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53">Allow Agents to See Their Assigned Shifts with an Apex Trigger</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Configuration Step" headers="d140188e50">6. Set up a service objective that considers service reps' preferences.<p>Create a scheduling objective of type Maximized Preferences. When service reps define their preferred operating hours and create a service resource preference, scheduling tools consider these preferences. Get candidates shows which service reps are the best matches for a shift, and batch assignment and mass shift update assign the service rep that's the best match.</p> </td> <td class="slds-cell-wrap" data-label="Documentation" headers="d140188e53">Create a Scheduling Objective</td> </tr> </tbody></table> <!-- document id=7b419ab783d9736f9b0de945325f2f0aef7cb62c1395ca2aa31269c7ae9c1944 url=/admin/current/en-us/service/264-0-0/workforce_engagement_configure_shift_segments.md --> # Preparing to Use Shift Segments Set up Salesforce to use shift segments in Shift Scheduling or Workforce Engagement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). | Configuration Steps | Documentation | | --- | --- | | Step 1: Follow the steps to set up Salesforce for Shift Scheduling tools. If you want to use shift segments with Intraday Management in Workforce Engagement, ensure that your shifts, service resources, and Intraday Management Dashboard are all associated with the same service territory. Shifts must have a job profile that’s reflected in the Intraday Management dashboard. | [Preparing for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&release=264.0.0&type=5 "Before your planners can create shifts and assign them, configure Salesforce for shift scheduling.") | | Step 2: Create shift segment types. | [Create a Shift Segment Type](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_segment_type.htm&release=264.0.0&type=5 "A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.") | | Step 3: Add the Shift Segments related list to the Shifts object. | [Add a Related List to an Object](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&type=5&language=en_US) | | Step 4: Create presence statuses to represent activities that support reps engage in during a shift. Phone Calls, Chats, Team Meeting, or Lunch are all examples of presence statuses. | [Create Presence Statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) | | Optional (Workforce Engagement only): Create an approval process and flow to let support reps accept and decline shifts. | [Automate How Agents Accept and Decline Shift Assignments](https://developer.salesforce.com/docs/atlas.en-us.workforce_engagement.meta/workforce_engagement/wem_automate_accept_reject.htm) | | Optional (Workforce Engagement only): If you plan to use shift segments with Intraday Management, follow the Admin Checklist for Intraday Management Setup. | [Admin Checklist for Intraday Management Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intraday_management.htm&type=5&language=en_US) | - **[Create a Shift Segment Type](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_segment_type.htm&release=264.0.0&type=5)** A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment. <!-- document id=95b00e30ee33161b244b9b1d20e716614e7a8f85f456a4b1743e66a0b13a1fd8 url=/admin/current/en-us/service/264-0-0/workforce_engagement_prepare_shift_segments.md --> # Preparing to Use Shift Segments Set up Salesforce to use shift segments in Shift Scheduling or Workforce Management. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> | Configuration Steps | Documentation | | --- | --- | | Step 1: Follow the steps to set up Salesforce for Shift Scheduling tools. If you want to use shift segments with Intraday Management in Workforce Management, ensure that your shifts, service resources, and Intraday Management Dashboard are all associated with the same service territory. Shifts must have a job profile that's reflected in the Intraday Management dashboard. | Preparing for Shift Scheduling | | Step 2: Create shift segment types. | Create a Shift Segment Type | | Step 3: Add the Shift Segments related list to the Shifts object. | Add a Related List to an Object | | Step 4: Create presence statuses to represent activities that support reps engage in during a shift. Phone Calls, Chats, Team Meeting, or Lunch are all examples of presence statuses. | Create Presence Statuses | | Optional (Workforce Management only): Create an approval process and flow to let support reps accept and decline shifts. | Automate How Agents Accept and Decline Shift Assignments | | Optional (Workforce Management only): If you plan to use shift segments with Intraday Management, follow the Admin Checklist for Intraday Management Setup. | Admin Checklist for Intraday Management Setup | - **Create a Shift Segment Type** A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment. - **[Create a Shift Segment Type](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_segment_type.htm&release=264.0.0&type=5)** A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment. <!-- document id=8f123338508c8517380a71ffa22eb2686cc2e922f965fd30b662bdb871594544 url=/admin/current/en-us/service/264-0-0/it_srvcs_broadcast_comms_prerequisites.md --> # Prerequisites for Broadcast Communications Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Broadcast Communications requires the Enhanced Broadcast Communication add-on and the Incident Management add-on in your org. Broadcast Communications sends updates through the multichannel Notifications framework, so turn on [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.") before you set up the feature. ## Permission set license To send broadcast communications, incident fulfillers need the **Broadcast Communication Sender** permission set license. This PSL grants access to send broadcast communications across email, in-app, Slack, and Microsoft Teams. Assign it during setup from the **Manage User Access** step on the Broadcast Communications page in Salesforce Go. See [Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5 "Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests."). Senders who use **Draft with AI** to generate broadcast messages also need the **Prompt Template User** permission. ## Required platform features | Feature | Used by | | --- | --- | | [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.") | Delivers every broadcast communication. Broadcast Communications uses the multichannel Notifications framework to send messages across email, in-app, Slack, and Microsoft Teams. | ## Channel and feature integrations Turn on these integrations only if you broadcast on the corresponding channel or use AI to draft messages. | Integration | When to turn it on | | --- | --- | | [Set Up Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5 "Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.") | If your team broadcasts on Slack. Connect your Salesforce org to your Slack workspace before you enable the Slack channel. | | [Set Up Microsoft Teams For IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&release=264.0.0&type=5 "Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps.") | If your team broadcasts on Microsoft Teams. Connect your Salesforce org to Microsoft Teams before you enable the Teams channel. | | [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes.") | If senders use Draft with AI to draft broadcast messages. Set up Agentforce in your org before senders use AI drafting. | <!-- document id=c75b0a9ac58ebd7eb8b2a2f71841715a1d130350dea6a97e054db2447fb30d59 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_resource_absence_prereq.md --> # Prerequisites for Handling Service Resource Absences in the Legacy Agentforce Builder Before you begin, make sure to complete the prerequisites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - Complete the [Prerequisites for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - Assign the [permissions](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users.") for Customer-Initiated Scheduling and Customer Outreach. - Make sure that your org is connected to [Slack](https://slack.com/help/articles/36218109305875-Set-up-and-manage-Agentforce-in-Slack) or that you’re using the Field Service mobile app. If you’re using Slack, the mobile worker’s Slack user profile must be linked to their corresponding Salesforce user record. This makes sure that Agentforce can correctly identify and act on behalf of the specific mobile worker. - Make sure that your service resources are assigned to a service territory membership and operating hours. - Make sure that your org is using the correct time zone. Click the View Profile icon and select **Settings**. ![Settings option in user profile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_resource_absence_time_zone.png) Then, from **Language & Time Zone**, make sure that the required information is filled in. ![Time zone settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_resource_absence_time_setting.png) <!-- document id=024cf8bb915d2fe475b2d28357867189346af540f55d3c2aceb79021daf9316a url=/admin/current/en-us/service/264-0-0/it_srvcs_compliance_prerequisites.md --> # Prerequisites for IT Compliance Features Before you enable IT Compliance features in Salesforce Go, make sure your org has the required licenses, platform features, and integrations turned on. Review these prerequisites to avoid setup errors and ensure your compliance team has access to every feature they need. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Some prerequisites are required for the core compliance workflows; others are required only if you turn on specific capabilities such as AI, external file storage, or in-Word policy authoring. For the complete breakdown of what each add-on includes and which permission sets are bundled, see [Permission Set Licenses for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_compliance_prmsn_licenses.htm&release=264.0.0&type=5 "IT Compliance is delivered through add-ons that bundle the platform licenses, permission set licenses, and permission sets your team needs. Review the add-ons available to your org, then assign the right permission sets to your compliance admins, fulfillers, employees, and AI users."). ## Required Platform Features IT Compliance builds on standard Salesforce platform capabilities. Turn on these features in your org before configuring the corresponding IT Compliance workflow. | feature | used by | | --- | --- | | [Salesforce Files](https://help.salesforce.com/s/articleView?id=experience.collab_files_overview.htm&type=5&language=en_US) | Stores files attached to evidence artifacts. Files attached during artifact submission live in Salesforce Files and lock when the artifact is verified. | | [Salesforce Surveys](https://help.salesforce.com/s/articleView?id=xcloud.concept_salesforce_surveys.htm&type=5&language=en_US) | Powers stakeholder feedback collection during risk evaluations. Required for the formal risk evaluation workflow where compliance managers send structured surveys to IT and business stakeholders. | | [Action Plans](https://help.salesforce.com/s/articleView?id=ind.fsc_action_plans.htm&type=5&language=en_US) | Provides the framework for remediation action plans based on action plan templates. | | [Business Rules Engine](https://help.salesforce.com/s/articleView?id=ind.get_started_with_business_rules_engine.htm&type=5&language=en_US) | Calculates risk scores for inherent and residual risk and powers configurable scoring logic. Factors in control effectiveness to determine residual risk. | | [Stage Management](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_stage_management.htm&type=5&language=en_US) | Defines stages and step-level criteria for compliance evidence requests and evidence artifacts so records move through your workflow in a controlled way. | | [SLA Management](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_admin.htm&type=5&language=en_US) | Tracks due dates on evidence requests, escalates at-risk requests, and reports on compliance to your internal SLAs. | | [Notifications](https://help.salesforce.com/s/articleView?id=platform.notif_builder.htm&type=5&language=en_US) | Sends evidence and audit notifications to fulfillers, reviewers, and admins across email, in-app, Slack, and Microsoft Teams channels. | ## Optional Integrations Turn on these integrations only if your compliance program uses the corresponding workflow. Optional Integrations | integration | when to turn it on | | --- | --- | | [Salesforce Compliance Connector for Microsoft Word](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5 "Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors.") | If policy authors draft and review compliance policies directly in Microsoft Word with bi-directional sync to Salesforce. | | [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_plan_implement.htm&type=5&language=en_US) | If your team uses AI-assisted policy drafting, AI clause extraction during policy import, or AI-generated risk summaries. Required when the AI Compliance add-on is in use. | | [Files Connect](https://help.salesforce.com/s/articleView?id=experience.collab_admin_files_connect.htm&type=5&language=en_US) | If fulfillers attach evidence artifacts from external storage such as Google Drive, OneDrive, or SharePoint instead of uploading files directly. | | [Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_data_cloud.htm&type=5&language=en_US) | If you plan to report on compliance data through Data Cloud or unify compliance records with data from other systems using the Compliance Data Model Objects. | | [Employee Portal (Experience Cloud site)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_creation.htm&type=5&language=en_US) | If employees read and acknowledge policies or respond to evidence requests through the Employee Services Portal. | | [Actionable Relationship Center](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_arc_overview.htm&type=5&language=en_US) | If your team needs visual risk graphs that show how risks, controls, policies, and assets relate to each other. | | [Compliant Data Sharing](https://help.salesforce.com/s/articleView?id=ind.fsc_cds_admin_overview.htm&type=5&language=en_US) | If your org requires granular, participant-level sharing for sensitive compliance records such as risks, controls, policies, regulations, and business operations processes. | <!-- document id=f71f644c2336c134a639ff92dc5f80f3a01435ca331fe4bc3f4ba8fbd7a91a9a url=/admin/current/en-us/service/264-0-0/macros_getting_started.md --> # Prerequisites for Macros Before you create and run macros, ensure that your org meets the prerequisites for using macros and then add the macros widget or utility to your app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Support for macros is different in Salesforce Classic and Lightning Experience. In Salesforce Classic, macros are supported on objects with both feed-based layouts and quick actions. Typically, this support includes (but is not limited to): accounts, cases, contacts, and leads. You can only add the Macros widget to the Salesforce Console for Service. In Lightning Experience, macros are supported on all standard objects except Campaign, and on custom objects that allow quick actions and have a customizable page layout. You can add the Macros utility to any Lightning app, including apps with standard navigation and console navigation such as the Sales and Service Console apps. The following prerequisites apply to Salesforce Classic and Lightning Experience: - Make sure that the record page you want to use macros with includes a publisher, like the Chatter component, and the actions you want to use, like Email or Log a Call. To customize the page layout, edit the page in Setup. - Add the Macros widget or utility to the app. In Salesforce Classic, add the Macros widget to the app from the Apps page in Setup. Look for the Choose Custom Console Components section and add the widget there. In Lightning Experience, add the Macros utility to the app from the App Manager in Setup. - Users must have the appropriate user permissions to create and run macros. We recommend that you create a permission set with your desired permissions for the macro object. To allow users to create and manage their own macros, give them create, edit, and delete permission on the macro object. To allow users to run irreversible macros, such as macros that send emails or update field values, go to the Administrative Permissions section, and select **Manage Macros Users Can’t Undo**. If you are using macros in Salesforce Classic, there are two more prerequisites: - Enable feed tracking on the object that you want to run macros on. - Use a feed-based layout on the object that you want to run macros on. #### See Also - [Customize Actions with the Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=platform.adding_actions_using_ple.htm&type=5&language=en_US) - [Create Macros in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.macros_create_lightning.htm&release=264.0.0&type=5 "To create a macro in Lightning Experience, use the Macro Builder—an easy-to-use point-and-click builder.") - [Create Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_create.htm&release=264.0.0&type=5 "To create macros in Salesforce Classic, use the macro widget.") <!-- document id=6deccbced8241d13c951524be37d694753bfd14c86b37a9426a12d6fd2f0b22c url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_prerequisites.md --> # Prerequisites for Proactive Customer Operations Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> Some prerequisites are required for the core Proactive Customer Operations workflow; others are required only if you turn on specific capabilities such as AI-based incident recommendations or broadcast communications. For the access that each role needs, see [Permission Sets for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prmsn_licenses.htm&release=264.0.0&type=5 "Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers."). ## Required Platform Features Turn on Incident Management for IT Services before you set up Proactive Customer Operations. | feature | used by | | --- | --- | | [Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_set_up_incident_management.htm&release=264.0.0&type=5 "Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.") | Provides the incident records that service reps relate cases to. IT fulfillers also use incident records for impact analysis and broadcast communications. | ## Capability-Specific Prerequisites Set up these features and integrations only if you use the corresponding capability. | feature or integration | when to set it up | | --- | --- | | [CMDB and Service Graph for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_provisioning.htm&release=264.0.0&type=5 "Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed.") | Set up CMDB and Service Graph if you use affected configuration items to identify the accounts, contacts, and assets impacted by an incident or change request. | | [Data Cloud for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5 "Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit.") | If you want the Service Assistant to provide AI-based incident recommendations. The Service Assistant uses Data Cloud to compare new cases with open incidents. | | [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes.") | If reps use AI-based incident recommendations from the Service Assistant or draft broadcast messages with AI. Set up Agentforce before you use those capabilities. | | [Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5 "Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests.") | If you notify impacted customers by email from an incident or change request. Sending broadcasts from an incident or change request requires the Enhanced Broadcast Communication add-on with the Incident Management add-on. Set up Broadcast Communications before you send broadcasts. | <!-- document id=453f0720cd7aa1ca653cfc732947c7eda3d14cfee0c047d13ffaadf4e7d331d7 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_setup_prereqs.md --> # Prerequisites for Setting Up Microsoft Teams for IT Services Before you set up Microsoft Teams for IT Services, complete the required setup by defining appropriate record types and page layouts, and configuring templates for relevant service request scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - Configure service catalog item templates for specific IT use cases. See [Set Up Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_parent.htm&release=264.0.0&type=5 "Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.") for IT services. <!-- document id=4845a563767a18ed29c3ce759c3ab1ee6135c67cf63dd331c21af794ec3f9dd5 url=/admin/current/en-us/service/264-0-0/omnichannel_route_using_skills_prereqs.md --> # Prerequisites to Route Work to Skills Before you can route work items to skills using an Omni-Channel flow or skills-based routing rules, you must complete the prerequisites. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Prepare to Route to Skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&release=264.0.0&type=5 "Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.") <!-- document id=1bb23be413f84b14342f93a11bb9f455fc2513b78acce2451f0f8a4ce6e7d4f9 url=/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_setup_prereqs.md --> # Prerequisites to Set Up Agentforce for IT Services Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110452e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110452e68 ">To enable Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110452e68 "> <p>Manage AI Agents AND the required permissions for your agent type</p> <p> OR </p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> 1. [Set up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). 2. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 3. Set up Data 360 for Agentforce IT Service: 1. Deploy the data kit. 2. Review the search index for incident, problem, change request, and product2. 3. Create a knowledge index. 4. [Set up Configuration Management Database (CMDB)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&type=5&language=en_US). When you turn on Configuration Management Database, the CMDB agent template becomes available in your org. <!-- document id=31eaa53c34a9cb091cda3cf933045254686bf46bb7f617cebaf438b719491e40 url=/admin/current/en-us/service/264-0-0/messaging_file_attachment_permissions.md --> # Prevent End Users from Sending File Attachments in Enhanced Chat Choose whether your end users can send file attachments to service reps in Messaging for In-App and Web. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_file_attachment_permissions__d694e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_file_attachment_permissions__d694e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51003e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51003e98 ">To choose whether end-users can send file attachments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51003e98 ">Customize Application</td> </tr> </tbody> </table> By default, end-users can send file attachments to service reps. To prevent end-users from sending file attachments to reps: 1. From Setup, enter Messaging Settings and select **Messaging Settings**. 2. Click the downward arrow to the right of your messaging channel, and select **Edit**. 3. In the Attachments section, deselect **Let customers send attachments to agents**. 4. Save your changes. <!-- document id=5694b333cab42c85e9a0678972bcf3872a7eb5be758cbc5105c86266183b0ff3 url=/admin/current/en-us/service/264-0-0/pfs_manage_opt_conflicts_prevent_overlap.md --> # Prevent Overlapping Field Service Optimization Requests When initiating resource schedule optimization, in-day optimization, or global optimization, Field Service checks for other such optimization requests that are being processed simultaneously for the same territory or service resources with at least 1 day of overlap in the optimization horizon. For example, a dispatcher activates resource schedule optimization for a resource that’s part of a dataset being optimized through in-day optimization. If an overlap is detected, a message is shown and the newly initiated optimization request is aborted. Similarly, when a dispatcher tries to make changes to the Gantt, which is being processed by a background optimization request such as in-day optimization, a message is shown notifying the dispatcher that their changes can create unwanted results. The dispatcher can choose whether to continue with the manual changes or not. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139848e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139848e72 ">To enable optimization overlaps prevention:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139848e72 ">Custom permission set: FSL Admin Permissions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139848e72 ">To run Resource Schedule Optimization (RSO), in-day, or global optimization:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139848e72 "> <p>One of these custom permission sets:</p> <ul> <li>Field Service Admin Permissions</li> <li>Field Service Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. In Setup, go to Field Service Settings and verify that Field Service Enhanced Scheduling and Optimization is enabled. 2. In the Field Service Admin app, go to Field Service Settings. Select Optimization, and then select the Logic tab. 3. Verify that Enable optimization overlaps prevention is enabled (default on). If Enable optimization overlaps prevention is selected and you try to run an optimization request while an overlapping optimization request is being processed, the new optimization request fails. An overlapping request occurs when there’s an overlap of optimized resources (caused by running on the same territory, or resource schedule optimization) and a time horizon overlap. A message is shown stating which request ID has overlapping service territories and which territories overlap, for easy troubleshooting. If the overlapping optimization request is running for a timeout period defined for the operation and isn't responding, the system aborts this request, and the new optimization request runs instead. The timeout for in-day and resource schedule optimization is 15 minutes. The timeout for global optimization is 5 hours if the optimization is in progress or queued, or 1 hour if the optimization request is new. For [enhanced scheduled jobs](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5 "Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed."), if you try to create a scheduled job with multiple time periods that overlap for the same service territory, the parallel requests with overlapping data can conflict and result in incorrect schedules. When using Enhanced Scheduling and Optimization, ensure that Enable optimization overlaps prevention is selected in Field Service Settings (enabled by default) to avoid saving an enhanced scheduled job with overlapping time periods. ![Enhanced Schedule Jobs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/eso_overlap_scheduled_jobs.png) #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5 "Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.") <!-- document id=d8efd971484c6c44a433927a1175900fd03176aded451505931121fea4b671d0 url=/admin/current/en-us/service/264-0-0/voice_connector_readiness.md --> # Prevent Reps from Receiving Calls Until SSO Is Complete When reps log into Omni-Channel to take or make calls, Salesforce Voice with Telephony Providers uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. To prevent Omni-Channel from assigning calls to a rep before SSO finishes, turn on Voice Connector Readiness Check. When turned on, Omni-Channel waits for the telephony connector to report readiness before allowing reps to accept inbound work or to make a call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113880e77">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 ">To view the Partner Telephony Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113880e77 "> <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> This feature is on by default for contact centers that use Omni-Channel Unified Routing, including Amazon contact centers and partner contact centers. To turn on Voice Connector Readiness Check for contact centers that use blended routing, follow these instructions. Blended routing means that a telephony or CCaaS partner system routes voice calls while Omni-Channel routes other channels. Before you begin, make sure that reps have the Salesforce Voice Contact Center Rep permission set assigned and that they are added as users in the contact center. Without these steps in place, Omni-Channel prevents rep login for voice or blended (voice plus other channel) presence statuses. 1. From Setup, in the Quick Find box, enter `Contact Center`, then select **Amazon Contact Centers** or **Partner Contact Centers**, depending on your telephony model. 2. Select the contact center. 3. In the Contact Center Details, turn on **Voice Connector Readiness Check**. 4. Save your work. During SSO login, reps see a Connecting badge next to their Omni-Channel presence status to indicate that they aren’t yet available for calls. After SSO is complete and the voice connector finishes loading, the badge disappears. Reps are then available for calls or other work associated with the status. ![Omni-Channel showing connecting, ready for work, and failed to connect state](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_connector_readiness.png) #### See Also - [Troubleshoot Salesforce Voice, How Do I Troubleshoot Omni-Channel Login and SSO Issues section](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&language=en_US) - [_Salesforce Knowledge Article_: Validate Readiness for Omni-Channel Voice and Blended Presence Status](https://help.salesforce.com/s/articleView?id=005318906&type=1&language=en_US) <!-- document id=df78e1c0d1799ae3b0bb8dcd0dc9d544de7df2d19a26da6d0ba6a87614b89610 url=/admin/current/en-us/service/264-0-0/customizesupport_web_to_case_enable_recaptcha.md --> # Prevent Spam Cases with reCAPTCHA We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Google reCAPTCHA is a resource leveraged by Salesforce to support its users and partners, and is not considered part of our Services for purposes of the Salesforce Main Services Agreement. ## How do I add reCAPTCHA to my Web-to-Case form? Sign up for reCAPTCHA, enable it in your Web-to-Case settings, and include it in the HTML code that you generate to create your web form. 1. Sign up on the [Google reCAPTCHA website](https://www.google.com/recaptcha/about/). Web-to-Case only supports reCAPTCHA v2. 1. Confirm that reCAPTCHA is supported in your geographic area. 2. Click **Get reCAPTCHA** to register your domain and receive a public and private key pair. 2. Turn on reCAPTCHA in your Web-to-Case settings. 1. From Setup, enter Web-to-Case in the Quick Find box, then select **Web-to-Case**. 2. Select **Require reCAPTCHA Verification** and save your changes. When you enable this setting, all cases without reCAPTCHA verification are rejected. No cases are created unless they include the reCAPTCHA verification. 3. Generate and test the Web-to-Case HTML code for your website, making sure that the fields related to reCAPTCHA are completed. If your HTML code doesn’t include the reCAPTCHA code, customers won’t be able to submit cases. For steps, see [Generate and Test Your Web-to-Case Form](https://help.salesforce.com/s/articleView?id=service.web_to_case_html.htm&release=264.0.0&type=5 "Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created."). ## Can I add reCAPTCHA to a Web-to-Case web form that’s already live? Yes. Follow the steps above. You must regenerate the HTML code to include the reCAPTCHA verification code, and update the code on your website. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In orgs created before Winter ’19, you must select **Require reCAPTCHA Verification** and then regenerate your HTML code and update your website. In orgs created after Winter ’19, **Require reCAPTCHA Verification** is selected by default. ## How else can I avoid spam cases? reCAPTCHA is your first line of defense against spammers using your Web-to-Case web form. Configure your reCAPTCHA preferences in your Web-to-Case settings, and then make sure that the web form code on your website includes the reCAPTCHA verification. These approaches can be used as a complement or alternative to reCAPTCHA. - Download spam filter apps from [AppExchange](https://appexchange.salesforce.com/). - To obtain the source IP of requests, create a dynamic web form that uses the PHP programming language and JavaScript. For example, try one of the following. - Use JavaScript to dynamically create a custom tag that’s hidden on the form to store the IP address. - Use PHP to generate a random key that’s hosted from your website and then include this key in requests. You can use the key to validate requests and reject those that don’t include the key. - Use a workflow rule to detect cases from specific sources, and reassign those cases to a specific queue. This approach keeps the cases away from your support team. You can also use the queue to periodically review and delete the cases. If you use this approach, consider adjusting one of your case assignment rules to prevent sending a case creation email to the sender of the spam. - Create a flow to perform additional validation on cases that are created using Web-to-Case or Web-to-Lead. For example, for cases created that don’t relate to an account or contact, you can automatically close the case with a status of Deflected. Then you can send an email back to the sender stating the sender wasn’t authorized to submit a case. In addition, you can implement code that extracts their domain to help you notify the sender’s admin that an unauthorized user contacted your support team. - Use an Apex class or trigger to delete spam requests before cases are created. Apex triggers are great for creating comprehensive and complex flows. ## How does Salesforce validate reCAPTCHA? Salesforce uses Google’s API to validate the reCAPTCHA API key pair you enter in Setup. We make sure that the key pair is valid and that it hasn’t expired. If we can’t validate the key pair, incoming requests fail. Web-to-Case doesn’t have object validation rules. Salesforce also adds a CSP header that helps detect the source IP address of the request. We don’t notify you by email about spam attacks, but we log these failures. For more information, contact Salesforce Customer Support. ## How does Web-to-Case isolate harmful data? All data from Web-to-Case requests is saved to Salesforce cases using safeHTML. If a request fails reCAPTCHA verification, no case is created. If someone tries to insert harmful data or a script into your form, the data is saved as plain text. For example, if someone submits SOQL or JavaScript using your form, the code is saved as plain text and the harmful code is not executed. The results are encoded properly following security best practices. #### See Also - [Register with Google reCAPTCHA](https://www.google.com/recaptcha/intro/index.html) <!-- document id=902beddcde57b9f99e720c88ee6ed3afc7acfe5582d7aa87952c88a49c4d4a79 url=/admin/current/en-us/service/264-0-0/it_srvcs_preview_evidence_artifact.md --> # Preview an Evidence Artifact Open the built-in evidence artifact previewer to review the files attached to a Compliance Evidence Artifact directly inside the artifact record. Reviewing in the previewer means you don't have to download a copy of the file to verify the evidence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51365e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51365e74 ">To preview evidence artifacts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51365e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> The artifact previewer renders common evidence formats inline, including PDFs, images, and video files, so reviewers can verify the evidence without having to download it. Keeping the review in-app reduces the risk of files being saved outside the system of record and helps preserve a clean chain of custody. 1. From the Evidence Hub app, open the evidence artifact you want to review. 2. Go to the **Files** tab on the artifact record. 3. Open the file you want to preview. The **Evidence Artifact Preview** dialog opens, showing the file's name, type, and size in the header and rendering the file inline. 4. Use the previewer controls to navigate the file. The available controls depend on the file type. Multi-page documents support page navigation and zoom. Image files support zoom. Video files support standard playback controls. 5. When you're done reviewing, close the previewer. ![Example: previewing a Workday termination log](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: previewing a Workday termination log Suppose Rachel is reviewing the artifacts attached to the **End-to-End Offboarding SLA Report (Access Revocation)** evidence request. She opens the **HRIS (Workday) Employee Termination Log (Last 30 Days)** artifact, goes to the Files tab, and opens the attached PDF. The previewer renders the report inline so Rachel can confirm that the termination dates and timestamps line up with the offboarding SLA, all without downloading the file to her computer. <!-- document id=4c6aa3583e89c0e40ff4911557c76d7d3a513d0e4377ec6c7b9d77595aedca42 url=/admin/current/en-us/service/264-0-0/afcc_sv_preview_and_download_media_files.md --> # Preview and Download Media Files Admins can preview audio playback directly within Salesforce across the Media Library and Media Labels tabs, as well as download files locally. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55811e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55811e61 ">To preview and download media files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55811e61 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Voice and then select **Media Management**. To preview audio, [disable First Party Use of Salesforce Cookies Setting](https://help.salesforce.com/s/articleView?id=004333227&type=1&language=en_US). 2. To preview audio, click any media file or media label entry to open the Audio Preview player. Use player controls to play/pause, adjust volume, change playback speed, or scrub forward/backward. 3. To download the media file, in the **Media Library** tab, locate the file card, and select **Download**. <!-- document id=ec9fda5374fec50533ce882e6fe5da81a76ad15b7fc16b704aaba43039e805eb url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_preview_policy_clauses.md --> # Preview Policies and Reorder Clauses for IT Compliance To ensure your policy is organized and visually accurate for auditors, preview the document layout and reorder its clauses. Adjusting the sequence helps you prioritize critical information and maintain a logical flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d85707e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85707e74 ">To view Policy records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85707e74 "> <p>IT Compliance Fulfiller permission set</p> <p>OR</p> <p style="margin-bottom:0;">Compliance Admin permission set</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85707e74 ">To modify Policy records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85707e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> You can only reorder clauses for policies in Draft, Review, or Pending Approval status. Policies in Published, Active, or Retired status cannot be reordered. 1. From the App Launcher, find and select **Compliance Policy Versions**. 2. Open the Compliance Policy Version record you want to preview. 3. Click the **Policy Details** tab to see a preview of how the policy text appears. 4. To reorder the clauses, click **Sequence Clause**. 5. In the Clause Preview window, drag and drop the clauses into your preferred order. 6. To verify the new layout, click **Preview**. 7. Save your changes. <!-- document id=ef5bef623698ff61516bddaf5dca9176ef75b5d9a5909917ef83e9ef4344909a url=/admin/current/en-us/service/264-0-0/bots_service_preview_bot.md --> # Preview Your Bot Try out your bot before it’s visible to your customers with Text Preview. Or connect your bot to a Chat channel to preview your bot’s full content. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d37964e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 ">To launch Chat setup flow:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d37964e57 ">Customize Application</td> </tr> </tbody> </table> Text Preview renders all content as text and is supported for enhanced and standard bots, including standard bots connected to Messaging channels. Rich Content Preview renders your bot’s full content and is supported for standard bots connected to Chat channels. Rich Content Preview requires an active Chat license and a linked Embedded Service Deployment in the Channels section of the Bot Overview page. To use Rich Content Preview, [activate your bot](https://help.salesforce.com/s/articleView?id=service.bots_service_activate_bot.htm&release=264.0.0&type=5 "When you’re ready to put your bot to work, activate your bot and welcome your new agent to the team!"). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Bot previews render in the bot primary language until the language variable is set. Learn more at [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.") or [Set a Bot Conversation Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language_set.htm&release=264.0.0&type=5 "You can easily define a bot conversation language at the beginning of the conversation. End users can then select their preferred language and switch to the translated text. You can also set the preferred language variable using browser information or based on a URL."). 1. From the Bot Builder menu, click **Dialogs**. 2. Click **Preview**, and then select your preview experience. To preview an enhanced bot, select **Text Preview**. ![The Preview button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_preview_button2.png) 3. If you’re using Rich Content Preview, select the Embedded Service Channel for your bot. ![Preview of a bot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_preview_deployment.png) 4. Start a conversation with your bot. In Rich Content Preview, click **Chat**. In Text Preview, enter text. <!-- document id=836b457957b8a4ef04f13181d5abeae744aab458ea5a4a59115ff88e0d9b1199 url=/admin/current/en-us/service/264-0-0/miaw_web_test.md --> # Preview Your Enhanced Web Chat Setup After adding Enhanced Web Chat to your site, preview your branding and configurations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_web_test__d688e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_web_test__d688e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> To ensure that Enhanced Web Chat is set up properly, follow these steps. 1. Open the Service Console app, and go to the Omni-Channel utility bar or sidebar, provided it’s installed. Go online as the service rep assigned to the messaging button. ![Omni-Channel online message button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_channel_omni.png) 2. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 3. Click the downward arrow to the right of your deployment, and then select **View**. 4. On the Test Messaging card, click **Test Messaging**. 5. Click to open the messaging conversation window and initiate a messaging session as a customer. 6. In the console tab, verify that you received a conversation request. Accept the request and try sending a message. If set up properly, you’re able to request a chat and complete the form as the customer. Also, the pre-chat information is sent to the service rep before the conversation begins. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To turn on and customize Enhanced Chat in your sandbox, ensure that you have the [correct edition](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5 "Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud)."). If you’re an Enterprise customer with Agentforce Service (formerly Service Cloud), contact your account executive for the Digital Engagement add-on. If you’re an Enterprise customer, with Agentforce Sales (formerly Sales Cloud), contact your account executive for the Sales Engagement add-on. Match your sandbox licenses to your production org by refreshing your sandbox, creating a sandbox, or using the [license-matching method](https://help.salesforce.com/s/articleView?id=000335272&type=1&language=en_US). Then, [Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&release=264.0.0&type=5 "Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience.") in sandbox. #### See Also - [_Developer Guide:_ Test Enhanced In-App Chat](https://developer.salesforce.com/docs/service/messaging-in-app/overview) <!-- document id=837f1a771f556d8292ffd896c0f420f89eda3460f5205a8d605d5b02dc1a1d5f url=/admin/current/en-us/service/264-0-0/case_interaction_printable_view.md --> # Printable View in Case Feed Use the printable view option to view and print a comprehensive list of the information related to a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Printable view, which you access by clicking ![Case Feed printable view icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_printable_view.png) on any Case Feed page, displays information in this order. - Case details - Contents of related lists that are included on the Case Detail page - Internal notes ## Notes and Tips - Depending on the related lists that are included on the Case Detail page, certain case events, such as email messages and logged calls, don’t appear in the printable view. To ensure that emails and call logs are included, customize your Case Detail page layouts for Case Feed users to add the Activity History related list. To include public portal posts, add the Case Comments related list. - Internal notes are listed under the heading **Chatter** on the printable view page. - Related lists that don’t have data in them aren’t displayed in the printable view, even if they’re included in the Case Detail page layout. - If your Case Detail page layout includes custom links and buttons, they appear in the case details section in the printable view. - Printable view shows 500 each of the most recent internal note posts, links, and documents, and 100 of the most recent comments on each of these posts. #### See Also - [View and Edit Cases from the Case Detail Page in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_case_detail_page.htm&release=264.0.0&type=5 "Use the Case Detail page to see and update detailed information about a case and work with related lists.") <!-- document id=dd7ffc5427c4bbcb1d0628f90aea9fb0625f18da6e1cd73b36a803ccda2eb27a url=/admin/current/en-us/service/264-0-0/pfs_scheduling_priority_optimization.md --> # Prioritize Field Service Appointments for Optimization When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization can consider priority values when it schedules appointments to time slots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159995e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159995e70 ">To configure priority settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159995e70 ">FSL Admin custom permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159995e70 ">To optimize from the Classic Dispatch Console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159995e70 "> <p>One of these custom permission sets:</p> <ul> <li>FSL Admin Permissions </li> <li>FSL Dispatcher Permissions </li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Salesforce Field Service helps you prioritize work based on data, not just urgency. Use your Salesforce data to make informed scheduling decisions so that you can decide which tasks to tackle first and how to best use your team. Focus on the most impactful work by considering factors like customer lifetime value, asset health, and potential revenue, in addition to due dates. In this way, you can make sure that scheduling directly supports your most important goals and that you make the right trade-offs when demand exceeds capacity. The scheduling and optimization engine then uses these priority values to schedule appointments to the best time slots. To maximize the strategic value of scheduling, define priority values that reflect your unique business goals. Service level agreements and other factors can affect how you prioritize work. The type of work, due dates, or a combination of factors can influence appointment priorities. You can also integrate data from across your Salesforce org to make sure that scheduling supports goals such as strengthening customer relationships, maximizing revenue, and maintaining critical assets. After you identify what drives your priorities, define settings so that optimization and scheduling can prioritize visits. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Priority doesn’t affect the chronological order in which appointments are scheduled. 1. Specify a priority field. In the Field Service Admin app, under **Field Service Settings** | **Scheduling** | **General Logic**, select a priority field. You can choose one or more fields on service appointments, work orders, and work order line items. If you define a priority on multiple records, the priority value defined closest to the service appointment in the record hierarchy overrides the priority value on records further from the appointment in the hierarchy. For example, if a service appointment has a parent work order line item that has a parent work order, the work order line item priority value (if defined) is interpreted by the scheduling engine before the work order priority value. If you define a priority value on a parent work order or work order line item, that priority applies to all service appointments with that record as the parent record. - Assign a fixed priority. The managed package provides two fields related to priority on the work order object: Priority and Scheduling Priority. The Priority field is a picklist with values Low, Medium, High, and Critical. The Scheduling Priority field is a numerical formula field that interprets the selected value and assigns a number to it. For example, Critical is priority 1, High is priority 2, Medium is priority 3, and Low is priority 4. Set the numerical priority of appointments so the scheduling engine can consider them. You can select a value for the Priority field manually or use automation that considers your business process, logic, or other variables. For a more granular scale than 1 to 4, you can create other numerical fields on the service appointment, work order, or work order line item and set the fields based on additional variables. - Create a dynamic priority field by using a custom formula field. For example, create a formula that sets appointment priorities based on the difference between today’s date and the due date, or assign a higher priority based on the duration. You can also combine the two approaches. 2. Select a priority scale. The default priority range is a 1 to 10 scale, where 1 is the highest priority and 10 is the lowest priority. The 1 to 10 scale works well for simple prioritization. If your use case requires a broad range of values, select the optional 1 to 100 priority scale. Field Service supports only whole numbers such that decimal points are ignored when calculating priorities. For example, 3.94 is considered as 3. Any number above the priority range is considered as lowest priority. After you configure priority settings, you’re ready to optimize. When you're using Global, In-Day, Resource Scheduling Optimization, or Reshuffle, priority can help the optimization engine decide which appointments to schedule first when resource availability is limited. For example, if all your service resources are booked, the optimizer uses priority to determine which higher-priority appointments to schedule and replaces lower-priority ones as needed. If you have just a few urgent appointments, you can [use priorities with scheduling actions](https://help.salesforce.com/articleView?id=service.pfs_scheduling_priority.htm&language=en_US), such as Get Candidates, Book Appointments, or Schedule. Add the field Schedule over lower priority appointment to the service appointment page layout. When you select this Boolean field on appointments, scheduling actions consider the appointment’s priority. If a service appointment in a lower priority is in a pinned status, other appointments aren't scheduled over this pinned appointment, and there's no overlap. - **[Setting Up Priority Values With Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization_with_enhanced.htm&release=264.0.0&type=5)** When the optimization engine calculates the score for a schedule, it considers the penalty applied to each appointment that can’t be scheduled. When the engine compares two schedules, the one with the lowest total penalty is preferred. - **[Setting Up Priority Values Without Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization_without_enhanced.htm&release=264.0.0&type=5)** When the optimization engine calculates the score for a schedule, it considers the reward earned by scheduling each appointment. When the engine compares two schedules, the one with the highest total reward is preferred. - **[Use Cases for Prioritizing Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization_use_cases.htm&release=264.0.0&type=5)** Effective prioritization is crucial in Salesforce Field Service to optimize resource allocation when your team's capacity is limited. Review the use cases to learn how to define service appointment priorities and make sure that the most critical work is addressed promptly. <!-- document id=eedcb82d89bcf720bc0e583695ce040b260f058a5f47b042dd63f69e1641ed68 url=/admin/current/en-us/service/264-0-0/omnichannel_interruptible_capacity.md --> # Prioritize with Interruptible Capacity When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can designate work items as either primary or interruptible. A primary work item is one that is considered uninterruptible. Voice phone calls and chats are examples of tasks that shouldn’t be interrupted. An interruptible work item, by contrast, can be put aside in favor of more immediate work. A case that takes a long time to resolve is an example of an interruptible work item. Similarly, you can define service reps’ primary and interruptible capacities—how much uninterruptible and interruptible work, respectively, that each service rep can handle at a time. When Omni-Channel routes work, it looks at a work item’s size and interruptibility and then searches for service reps whose available capacities suit that work item. As an example, suppose service reps can handle one voice call and four cases at a time. Assuming each work item is one unit of capacity, set the service rep’s primary capacity at one work item and their interruptible capacity at four work items. Configure service channels so that voice calls are uninterruptible and cases are interruptible. If Omni-Channel assigns four cases to a service rep, that service rep is at full capacity for interruptible work and isn’t offered another case. But when a voice call, which is primary work, comes in, Omni-Channel sees that the service rep still has available primary capacity and assigns the call. Here’s a summary of Omni-Channel routing rules with respect to primary and interruptible capacity. | When the Work Is ... | … Omni-Channel Follows These Rules | | --- | --- | | Primary (Uninterruptible) | Omni-Channel assigns a primary work item only if the service rep has available primary capacity. When routing uninterruptible work, Omni-Channel doesn’t consider interruptible work that’s assigned to the service rep. | | Interruptible | When routing interruptible work, Omni-Channel considers only those service reps who have both sufficient primary and interruptible capacity. This way, if a service rep is busy with primary work such as a phone call, Omni-Channel doesn’t assign interruptible work that the service rep can’t get to. | ## Examples For the following scenarios, assume that service reps can handle up to five leads and five cases at a time, so primary and interruptible capacities are set to five relative work units. Each lead or case consumes one unit of work. In the respective service channels, we set leads as uninterruptible and cases as interruptible. - Service rep Erika is working on five cases, so she has no available interruptible capacity. She’s 100% available, though, for uninterruptible leads. When Omni-Channel receives a lead, it sees that Erika has available primary capacity and assigns the lead. - Service rep Lucas is working on five leads, so he has no available primary capacity. He has no cases, so he’s 100% available for interruptible work. When Omni-Channel receives a case, it checks if Lucas has both enough primary and interruptible capacity for the work item. Because Lucas has no primary capacity, Omni-Channel looks for another service rep who has capacity of both types available. ## Setting Up Interruptible Capacity Before Omni-Channel can route work items based on interruptibility, you must do the following: - Set up service reps’ work capacities. See [Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5 "Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work."). - Set up work items as primary or interruptible. See [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible."). To view primary and interruptible capacity for each service rep, go to the Agents tab. ![The Agent tab shows primary and interruptible capacity](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agent_tab_interrupt_capacity_01.png) #### See Also - [Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5 "Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") <!-- document id=213b960e8d5a9469f1376592fd09ea32e2d67e68548f91625d7a95de92dbb2e3 url=/admin/current/en-us/service/264-0-0/omnichannel_route_work_by_due_date.md --> # Prioritize Work By Acceptance Due Date Omni-Channel enables you to consider future dates while prioritizing work. This helps enhance routing prioritization and improves overall efficiency and SLA management. As a result, supervisors can more effectively monitor and manage their team's workload in relation to their SLA commitments. You can include an Acceptance Due Date with route work actions in Omni-Channel flows, allowing supervisors to see the due date for rep work. While submitting a work item, the admin can assign a target date to the work item. This is the date by which the admin expects the work to be accepted. Based on the target date, an admin can select the due date by which a service rep needs to accept the work item. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can set an acceptance due date in Omni-Channel flows. - To set an acceptance due date, go to your Omni-Channel flow and select the **Route Work action**. - In the **Edit Route Work** window you can set the due date in the **Acceptance Due Date** section. - To set a rolling date based on a variable, select the search icon in the **Accept By Variable** menu and select a variable. ![the Edit Route Work window showing the Acceptance Due Date field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_acceptance_due_date1.png) ## Report on Acceptance Due Date To report on Acceptance Due Date, add the Acceptance Due Date field to any of your custom report types that have the AgentWork object. After adding the field, write a row-level formula to identify work items that were accepted on or before the target date. To write a row-level formula, see [Write a Row-Level Formula](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.reports_formulas_row_level_add.htm&type=5). An example formula is: ``` IF(ISNULL(AgentWork.TargetAcceptDateTime), "No target set", IF(AgentWork.AcceptDateTime > AgentWork.TargetAcceptDateTime, "Target Not Met", "Met Target")) ``` The example formula displays ‘Target Met’ if the rep accepts the work item on or before the target date, ‘Target Not Met’ if accepted after, or ‘No Target Set’ if no target date is set. The formula assumes that the report is filtered for work items with Status as Accepted. Name the formula as per your requirement, for example ‘Target Met’ and group all rows based on the formula. Within the report add filters where both ‘TargetAcceptDateTime’ and ‘AcceptDateTime’ are NOT NULL. To visualize the results of the report add a Donut chart that shows the percentages of Target Met and Target Not Met. The chart summarizes the percentage of work items accepted within the target time. To summarize the results of the report create a summary formula. To write a summary formula, see [Add a Summary Formula Column to a Report](https://help.salesforce.com/s/articleView?id=analytics.building_custom_summary_formulas.htm&type=5&language=en_US). An example formula is: ``` RowCount/PARENTGROUPVAL(RowCount, GRAND_SUMMARY) ``` Customize the report further by adding filters around users, channels, or time frames. <!-- document id=8d569a24ca4383439d1be155bc7f9b307c3876f88166acbc5ff24b5955c9d745 url=/admin/current/en-us/service/264-0-0/omnichannel_prioritize_work_items_with_custom_request_date.md --> # Prioritize Work Items with Custom Request Date Maintain the original priority of a work item even if it's rerouted or reassigned. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> By manually setting a custom request date and time, you can route work in the desired order based on the original request time, rather than the time it entered its current queue. Use the **Requested Date** field to define when the work was originally requested. - This field accepts only variables of the date and time type. - Use a date in the past for this variable. If the evaluated value is in the future at run time, the system ignores the input and doesn't set the value on the Pending Service Routing (PSR) object. - This input is available when routing to a Queue, Skills, or an Agent. It isn't available when routing to an Agentforce agent or Einstein Bot. - If you use additional skills, the timeout countdown begins based on the custom requested time. ## Impact on Reporting and AgentWork Setting a custom request date and time has a direct downstream effect on your Service Cloud analytics. - **AgentWork Object**: The value set in the flow is written to the customRequestedDateTime field on the PSR object. This value dictates how the RequestedDateTime field is populated on the AgentWork record when an agent accepts the task. - **Speed to Answer**: Because the customRequestedDateTime field is used to calculate the time elapsed before an agent answers, using a custom timestamp impacts your Speed to Answer metrics. This reflection provides a more accurate representation of the customer's actual wait time from their initial point of contact. - **[Configure Custom Request Date in Flow Builder](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_custom_request_date.htm&release=264.0.0&type=5)** Add the original date a work item was requested using the Request Date option. This maintains the original priority of a work item even if it's rerouted or reassigned. <!-- document id=854ca35ec508721afd6e3a0fde6557909299cdc65375c5e8b97b13a9ad99b84d url=/admin/current/en-us/service/264-0-0/wfs_optimize_priority.md --> # Prioritizing Service Appointments for Optimization Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The Workforce Scheduling optimization engine reads the Scheduling Priority field on each service appointment and weighs it against configured service objectives when running optimization. On-site appointments aren’t optimized, so priority doesn’t affect them. Priority values are how you tell the optimization engine which trade-offs matter when demand exceeds capacity. To maximize the strategic value of scheduling, define priority values that reflect your unique business goals. Focus on the highest-value work by considering factors like customer lifetime value, and potential revenue, in addition to the type of work and due dates. Priority influences which appointments get scheduled — it doesn’t affect the chronological order in which appointments are scheduled. The Scheduling Priority field on a service appointment holds a fixed value from 1 to 100, where 1 is the highest priority. When the field is null or zero, the engine treats the appointment as the lowest possible priority. If no explicit priority is set at appointment creation, the system derives one from the parent Work Order or Work Order Line Item using a fixed mapping. | Priority Level | Numeric Value | | --- | --- | | Critical | 1 | | High | 75 | | Medium | 90 | | Low | 100 | The Visit Priority field, which you set when you create a new appointment through the scheduling flow, uses the same mapping. ## How Priority Affects Scoring When the optimization engine calculates the score for a schedule, it considers the penalty applied to each appointment that can’t be scheduled. The engine compares two schedules by their total penalty and prefers the one with the lower total. The total penalty for not scheduling an appointment has two parts: Base penalty Assigned when an appointment isn’t scheduled. It’s the sum of all service objective weights configured in the scheduling policy, plus 100. For a policy with Minimize Travel: 100, Schedule ASAP: 20, and Preferred Resource: 50, the base penalty is (100 + 20 + 50) + 100 = 270. This formula makes sure that the penalty for not scheduling an appointment always exceeds the penalty for scheduling. Priority penalty Based on the priority value. It’s the sum of all service objective weights configured in the scheduling policy × 50 × the priority percentage. The penalty percentages assigned to priority values are linear. Any priority value outside the scale is given a penalty percentage value of 0%. | Priority Value | Penalty | | --- | --- | | 1 | 100% | | 25 | 76% | | 50 | 51% | | 75 | 26% | | 100 | 1% | For example, if an appointment has a priority of 3 and the scheduling policy is configured with these objective weights. - Minimize Travel: 100 - Schedule ASAP: 20 - Preferred Resource: 50 The total penalty for not scheduling the appointment is base penalty + priority penalty. Using the 1–100 scale: - Base penalty = (100+20+50) + 100 = 270 - Priority penalty = (100+20+50) × 50 × 0.98 = 8,330 The total penalty for not scheduling the appointment = 270 + 8,330 = 8,600. The total penalty calculation provides the optimizer guidance on which appointments are more important to schedule and which appointments can be left off the schedule when there’s no availability to schedule all appointments. Consider a lower priority appointment with priority 53. The total penalty for not scheduling that appointment is ((100+20+50) + 100) + ((100+20+50) × 50 × 0.48) = 4,350. Because the penalty for not scheduling a priority 3 appointment is higher than the penalty for not scheduling a priority 60 appointment, the engine prefers a schedule where the priority 3 appointment is scheduled. Using the full scale of priority values, you can choose values for service appointments so that a higher-priority appointment outweighs multiple lower-priority appointments. For example, assuming scheduling an emergency appointment is more important than scheduling two installation appointments, you can set the emergency priority to 1 and the installation priority to 53. The emergency’s total penalty is 8,770, and the two installations combined total penalty is 8,700. Because the emergency’s total is higher, the engine prefers a schedule that includes it. #### See Also - [How Does Workforce Scheduling Optimization Work?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_how_it_works.htm&release=264.0.0&type=5 "Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only.") - [What’s Workforce Scheduling Optimization?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_what_is_opt.htm&release=264.0.0&type=5 "Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=42a3e6cffbc566e7f68997216e25143e6b737529f300d0d20439020fcbf96dbd url=/admin/current/en-us/service/264-0-0/it_srvcs_proact_actns_itrisk.md --> # Proactive Actions for IT Compliance IT risk managers use proactive actions to analyze, prioritize, and mitigate risks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Summarize Risk When a Risk record is created or updated, the Risk Summary action analyzes the risk record and related evaluation data to generate a concise risk analysis summary. Risk managers can refresh the summary at any time to include the latest downstream changes that affect score. For example, instead of reviewing multiple related records, a risk manager gets key details such as risk overview, inherent and residual scores, and key mitigating controls. The risk summary helps risk managers quickly the decide next steps and communicate clear updates to stakeholders in reports, emails, or Chatter posts. ## Summarize Risk Evaluation When a Risk Evaluation is created, the Summarize Risk Evaluation action reads the evaluation record and related assessments to generate a short summary of key details. Risk managers can refresh the summary at any time to include the latest updates. For example, instead of reviewing multiple tabs and related lists, a risk manager gets key details such as evaluation status, evaluator, findings, assessment counts, completion progress, key assignees, and score highlights such as inherent and residual risk. The risk evaluation summary helps risk managers understand evaluation progress quickly and take action sooner. <!-- document id=3a2447b4ae79ba1d46346f08423e366f3a94ae35faf5d8df31e8118814fb8a8e url=/admin/current/en-us/service/264-0-0/it_srvcs_proact_actns_incdnts.md --> # Proactive Actions for IT Incidents Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Check Incident Attributes When an incident is created, the Check Incident Attributes action automatically checks the incident's category, subcategory, urgency, and impact against similar past incidents to suggest corrections by using Data 360. The incident attributes check runs automatically for a new incident. Fulfillers can run this check again at any time during the incident lifecycle by using the Agentforce chat. For example, a user reports a software login issue. Proactive Assistance detects that the issue matches other VPN problems. Agentforce automatically updates the incident category to VPN and displays a message card summarizing the changes. This automation ensures the ticket routes to the correct team faster. To learn more about the action, see [Check Incident Attributes](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_checkincidentattributes.htm&language=en_US). ## Summarize Incident When an incident is created, the Summarize Incident action reads an incident's entire history and creates a short summary of its key details. Fulfillers can refresh the summary at any time to include the latest updates. For example, instead of reading a long and complex incident history, a fulfiller gets key details such as priority, associated knowledge articles, and impacted configuration items. This helps fulfillers understand the problem quickly. To learn more about the action, see [Summarize Incident](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summarizeincident.htm&language=en_US). ## Associate Similar Incidents When a new incident is created, the Associate Similar Incidents action automatically scans other records. This action uses semantic analysis, Data 360, and finds and links similar incidents to help fulfillers check if the issue is widespread. Fulfillers can run this check again at any time during the incident's lifecycle by using the Agentforce chat. For example, a user in Texas reports they can't access the shared drive. The ticket is immediately linked to five other similar reports from the same office. The fulfiller instantly knows it's a larger problem and can act on it. To learn more about the action, see [Associate Related Records For Incident](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_associaterelatedrecordsforincident.htm&language=en_US). ## Propose Resolution Summary When an incident fulfiller wants to resolve an incident, the Propose Resolution Summary action suggests a fix for the incident by analyzing similar incidents and knowledge articles from the past. If the first suggestion doesn't work, the fulfiller can refresh the summary to get alternative solutions. For example, a fulfiller gets a Wi-Fi connectivity issue. The first suggestion is to renew the DHCP lease. When that fails, the fulfiller refreshes the card and gets the next suggestion, which is to update the Wi-Fi driver, which solves the problem. To learn more about the action, see [Propose Resolution Summary For Incident](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_proposeresltionsumryincdnt.xml.htm&language=en_US). ## Create Incident Root Cause Summary After an incident is resolved, the Create Incident Root Cause Summary action analyzes an incident and its related records to generate a root-cause summary. Fulfillers can refresh the incident root cause summary at any time to include information from newly linked records in the analysis. For example, for a major incident, the initial root-cause summary is inconclusive. A fulfiller then links a change request related to a database update to the incident. After refreshing the summary, the analysis identifies the failed database patch from the change record as the root cause. To learn more about the action, see [Create Incident Root Cause Summary](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentrootcausesummary.htm&language=en_US). ## Create Service Plan If an incident ‌requires a series of specific tasks, the Create Service Plan action creates a step-by-step task plan for your incident. Fulfillers find the service plan in the Service Assistant component. If incident details change, fulfillers refresh this action to generate a revised plan. For example, in an onboarding plan for a new employee, the hiring manager adds a request for special software. When fulfiller refreshes the Create Service Plan action, the onboarding plan is updated to include a new task to install the software. To learn more about the create service plan action, see [Work with Service Assistant for IT Incident Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_srvs_astnt_incdnts.htm&release=264.0.0&type=5 "Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time."). <!-- document id=b9c9e62a9a950b8ae06ea323896b1e41cc047c1cc0be873d4054cde826c0f60a url=/admin/current/en-us/service/264-0-0/it_srvcs_proactactns_problems.md --> # Proactive Actions for IT Problems Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Check Problem Attributes When a problem is created, the Check Problem Attributes action automatically checks the problem’s category, subcategory, urgency, and impact against similar past problems to suggest corrections by using Data Cloud. The problem attributes check runs automatically for a new problem. The IT team can run this check again at any time during the problem lifecycle by using the Agentforce chat. For example, when an IT team creates a problem record for recurring connectivity issues. Proactive Assistance automatically compares the entry against historical data. If the metadata matches a known database connection timeout pattern, Agentforce automatically updates the category from Network to Database Authentication. A message card then appears to show the changes that were made, ensuring the record is routed to the correct engineering team immediately for root cause analysis. To learn more about the action, see [Check Problem Attributes](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_checkproblemattributes.htm&type=5&language=en_US). ## Summarize Problem When a problem is created, the Summarize Problem action reads a problem’s entire history and creates a short summary of its key details. IT team can refresh the summary at any time to include the latest updates. For example, instead of reading a long and complex problem history, an IT team gets key details such as priority, associated knowledge articles, and impacted configuration items. This helps IT team understand the problem quickly. To learn more about the action, see [Summarize Problem](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summarizeproblem.htm&type=5&language=en_US). ## Associate Similar Problems to Problem When a new problem is created, the Associate Similar Problems to Problem action automatically scans other records. The action uses semantic analysis, Data Cloud, and finds and links similar problems to help IT team check if the issue is widespread. IT team can run this check again at any time during the problem’s lifecycle by using the Agentforce chat. For example, when an IT team creates a problem record to investigate a series of application crashes, Proactive Assistance automatically scans the system for related records. If it identifies multiple open problem records regarding the same software version or server cluster, the system automatically links them. IT teams can identify a widespread architectural flaw rather than treating each record as an isolated issue, ensuring a coordinated root cause investigation. To learn more about the action, see [Associate Related Records for Problem](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_associterltdrcdrsforprblms.htm&type=5&language=en_US). ## Propose Resolution Summary When an IT team wants to resolve a problem, the Propose Resolution Summary for problem action suggests a fix for the problem by analyzing similar problems and knowledge articles from the past. If the first suggestion doesn't work, the IT team can refresh the summary to get alternative solutions. For example, when a problem fulfiller investigates a recurring server time-out, Proactive Assistance analyzes historical problem records and knowledge articles to suggest a permanent fix. The first recommendation is to adjust the connection pooling settings. When that fails to resolve the issue, the IT team refreshes the summary card to receive an alternative solution, which is to update a specific firmware patch, which solves the problem. To learn more about the action, see [Propose Resolution Summary for Problem](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_proposeresltionsumryforprblm.htm&type=5&language=en_US). ## Create Problem Root Cause Summary After a problem is resolved, the Create Problem Root Cause Summary action analyzes a problem and its related records to generate a root cause summary. IT team can refresh the problem root cause summary at any time to include information from newly linked records in the analysis. For example, After fixing a recurring email outage, a specialist uses Proactive Assistance to summarize exactly what went wrong. Initially, the summary only shows server error. However, once the specialist links a recent security update record to the problem and refreshes the summary, the AI identifies that a specific line of code in that update blocked the email traffic. This provides the team with a clear, documented reason for the failure. To learn more about the action, see [Create Problem Root Cause Summary](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_crteprblmrootcausesumry.htm&type=5&language=en_US). <!-- document id=f53fdf6ae9b387747c5a526a24c5bd3cadc0882232a35a6c8f6b90453ee2223d url=/admin/current/en-us/service/264-0-0/it_srvcs_wrk_with_proactasstnc.md --> # Proactive Actions for IT Services Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> **Example of proactive assistance on an incident** ![Expanded Proactive Actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_proactive_assistance.png) - **[Set Up Proactive Assistance for IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactastnc_setup.htm&release=264.0.0&type=5)** Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks. - **[Proactive Actions for IT Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_incdnts.htm&release=264.0.0&type=5)** Incident fulfillers use proactive actions to automatically triage, investigate, and resolve incidents. - **[Proactive Actions for IT Problems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactactns_problems.htm&release=264.0.0&type=5)** Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems. - **[Use Proactive Assistance Actions on IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_proact_astnc_incdnts.htm&release=264.0.0&type=5)** IT teams use the Proactive Assistance card on an incident or problem or risk page to review actions. They can refresh actions as required. - **[Proactive Assistance Workflow for IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_wrkflw_incdnts.htm&release=264.0.0&type=5)** Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems. <!-- document id=c5c4c208c9a5526cd25437f8bb84bde5768aa6dc38ef358b2e61119d38deb962 url=/admin/current/en-us/service/264-0-0/it_srvcs_proactastnc_parent.md --> # Proactive Assistance for IT Services Use Proactive Assistance to start your investigations. These Agentforce actions run automatically when an incident or problem is created, which eliminates the need to trigger actions via Agentforce conversations. Refresh specific insights at any point in a record’s lifecycle to get the most recent data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[What Are Proactive Actions?](https://help.salesforce.com/s/articleView?id=service.it_srvcs_whatare_proactactns.htm&release=264.0.0&type=5)** Agentforce proactive actions are automated background processes that analyze IT tickets as they arrive. By using semantic and historical data modeling, these actions detect patterns and identify solutions from previous records. The actions scan records in real time to provide contextual suggestions and recommendations directly within the workflow before an IT team intervenes. This process automates tasks to increase resolution speed and accuracy. - **[Proactive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrk_with_proactasstnc.htm&release=264.0.0&type=5)** Use proactive actions to manage tasks during a record lifecycle. When a record is created, proactive actions run in the background to validate attributes, and associate similar records automatically. Proactive Assistance also generates root cause summaries, resolution summaries, and service plans to help mitigate issues. - **[Proactive Actions for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_itrisk.htm&release=264.0.0&type=5)** IT risk managers use proactive actions to analyze, prioritize, and mitigate risks. <!-- document id=65b88887031b77e59d6914b1da6b7f0e4d7e0005e64ea4913744efc3953039f4 url=/admin/current/en-us/service/264-0-0/it_srvcs_proact_actns_wrkflw_incdnts.md --> # Proactive Assistance Workflow for IT Service Records Review how IT teams use proactive actions to triage, analyze, and resolve issues. This workflow automates stages of the service management process, including service restoration for incidents and root cause identification for problems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Initial Triage and Context Gathering Review ‌the proactive actions that help IT teams ‌quickly understand the context and impact of IT tickets. | Proactive Action | What the Agent Does | Incident Fulfiller's Action | PROBLEM FULFILLER'S ACTION | | --- | --- | --- | --- | | Summarize | Reads the incident's subject, description, and key fields to generate a concise summary. | Get an immediate, high-level understanding of the issue without parsing the entire record. | Analyze the technical cause of the failure and its impact on the service and the environment. | | Associate Similar Records | Searches for and automatically links other incidents with similar subjects and descriptions. | Review the related incidents to understand the scope of the issue. | Review related problems to understand the scope of the issue. Analyzing these records helps identify patterns, determine affected departments, and gather historical context for a resolution strategy. | | Check Attributes | Analyzes the category, subcategory, impact, and urgency of similar incidents to verify that the current incident is categorized correctly. | Review the suggested corrections on the card. Manually update the fields if the analysis is incorrect. | Confirm the problem is categorized correctly based on organizational risk. | ## Investigation and Resolution Review the proactive actions that help IT teams ‌investigate and resolve the issue. | Proactive Action | What the Agent Does | Incident Fulfiller's Action | PROBLEM FULFILLER'S ACTION | | --- | --- | --- | --- | | Create Root Cause Summary | Analyzes the incident and its associated records to generate a potential root cause. | Review the summary to guide your investigation. If required, use the summary during swarm conversations and further collaboration with the stakeholders. The agent action highlights a recent change, a known error from a related problem, or a pattern from similar incidents. This points you toward the source of the issue. | Review structural flaws and bugs to perform a root cause analysis (RCA). This investigation identifies the specific technical error to help you determine the resolution. | | Propose Resolution Summary | Analyzes resolution notes from similar incidents from the past and relevant knowledge articles to suggest a set of steps to fix the issue. | Read the proposed resolution to get a clear starting point for resolution. | Evaluate the suggested fix to design a permanent resolution and initiate a change request. | ## Step-by-Step Service Plan for Incident To accelerate incident resolution, review the service plan generated by the proactive action. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Service Assistant is not available for probem records. | Proactive Action | What the Agent Does | Incident Fulfiller's Action | | --- | --- | --- | | Create Service Plan for Incident | Creates detailed, step-by-step plans in a separate Service Assistant component. | Follow the step-by-step resolution plan provided in the Service Assistant component to resolve the incident. Redraft the service plan or collaborate with other fulfillers. | <!-- document id=57f3b4f1a733435b006afa235f5c9d5840585db31560d4e8b95fceaeb9b40ff9 url=/admin/current/en-us/service/264-0-0/it_srvcs_proactive_srvc_ops.md --> # Proactive Customer Operations When a service disruption affects customers, one underlying issue can generate many cases, and customer service reps and IT fulfillers work them in separate records. Connect those cases to the incident that's causing them, and give both teams the same view of the disruption and its impact. Teams troubleshoot the root cause once, and one broadcast keeps every affected customer informed about disruptions and planned changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> With Proactive Customer Operations, customer service and IT teams can handle service disruptions in two ways. A reactive response starts with the customer. Several customers can report the same disruption, and service reps relate each case to the incident that's causing it. A proactive response starts with IT, when the team finds a disruption or plans a change that affects service availability. IT fulfillers review the affected customers and notify them before those customers contact support. Proactive Customer Operations supports customer service and IT teams in these ways: - **Coordinated incident response:** Relate customer cases to the incident causing a service disruption, either manually or by accepting an AI-based incident recommendation from the Service Assistant. Related cases appear on the incident so IT teams and service reps can work with shared incident and case information. - **Customer impact visibility:** Identify the accounts, contacts, and assets that an incident or planned change request impacts, based on affected configuration items (CIs) and Configuration Management Database (CMDB) relationships, or on the cases related to an incident. Impacted-customer and linked-case counts help teams understand the scope of the disruption and prioritize their response. - **Proactive customer communication:** Send broadcast communications to impacted customers about service disruptions and planned changes. Customers can receive updates without contacting support for information or opening another case. - **[Permission Sets for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prmsn_licenses.htm&release=264.0.0&type=5)** Assign permission sets based on what each role does. Customer service reps relate cases to incidents, and IT fulfillers review the affected accounts and contacts, update affected configuration items, and notify customers. - **[Prerequisites for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prerequisites.htm&release=264.0.0&type=5)** Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them. - **[Set Up Proactive Customer Operations Features](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_parent.htm&release=264.0.0&type=5)** Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages. - **[Work with Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_work_with_parent.htm&release=264.0.0&type=5)** Relate customer cases to the incident that's causing them, review the accounts, contacts, and assets that an incident or planned change affects, and send broadcast communications to keep those customers informed. <!-- document id=be69ca75c6ee0cdbb244e53ad2b034b3736f6094ee873082d47cab1a6c458668 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_proactive_ntfctns.md --> # Proactive Notifications in Slack for IT Services Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Service Catalog - Case Creation: Notification is triggered when an employee has created a case. - Case Status Update: Notification is triggered when the status of a case has changed. ## Incident Management - Major Incident Candidate Assigned: Notification is triggered when a major incident candidate is assigned to you. - Major Incident Assigned: Notification is triggered when a major incident is assigned to you. - Major Incident Proposed: Notification is triggered when an incident has been proposed as a major incident. - Major Incident Approved: Notification is triggered when an incident has been approved as a major incident. - Major Incident Closed: Notification is triggered when a major incident has been closed. - Incident Priority Changed: Notification is triggered when the priority of an incident assigned is changed. - Incident Assigned to a User: Notification is triggered when an incident is assigned to a user in the IT team. - Incident Closed: Notification is triggered when an incident is closed. - Incident Status Updated: Notification is triggered when the status of an incident is changed. ## Problem Management - Problem Assigned: Notification is triggered when a problem is assigned to a user in the IT team. - Problem Priority Changed: Notification is triggered when the priority of a problem assigned is changed. - Problem Closed: Notification is triggered when a problem is closed. ## Change Management - Change Request Assigned: Notification is triggered when a change request is assigned to a user in the IT team. - Change Request Updated to Emergency Change: Notification is triggered when a change request has been updated to an emergency change request. - Change Request Closed: Notification is triggered when a change request is closed. ## Release Management - Release Request Assigned: Notification is triggered when a release request is assigned to a user in the IT team. - Release Request Closed: Notification is triggered when a release request is closed. <!-- document id=a36aa4ad1fa5e9d37dd3a75c8b1eb4d2c773f02a8a8450edcfb64d0edbc6e034 url=/admin/current/en-us/service/264-0-0/proactive_service_configurations_0.md --> # Proactive Service Configurations Define the business logic for outreach and manage the execution of proactive service campaigns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> <!-- document id=3a5a74de8c1ae006d3626601dd756337415636cea17629ed48bdf833e6e96aad url=/admin/current/en-us/service/264-0-0/proactive_service_for_self_service.md --> # Proactive Service for Self-Service Proactive Service leverages Data 360 and Agentforce to analyze customer and product activity signals, anticipate service needs, and guide customers toward self-service resolution through personalized outreach. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> Proactive Service shifts customer support from reactive to predictive. This solution drives automated fulfillment by connecting customers directly with the Agentforce Service agent or guided troubleshooting plans. This approach reduces the time that a customer spends on service interactions, leading to improved loyalty and efficiency and higher Customer Satisfaction (CSAT). The feature operates across four interconnected stages: - Detection: Identify a service-related signal (the What), and use Data 360 to create a dynamic watchlist of affected customers (the Who). - Planning: Associate the watchlist with a specific resolution path, which can be either a pre-built Service Automation or an Agentforce Service agent topic. - Outreach: Run personalized notifications through SMS or email to start the service interaction. - Fulfillment: The customer completes the service action through the Proactive Service Campaign Handler or an interactive session with an Agentforce Service agent. Data 360 monitors product telemetry and customer records. When data meets a defined threshold, the system adds the customer to a Service Campaign. The customer receives a notification with a link to an Experience Cloud site. Upon clicking the link, the Proactive Service Campaign Handler passes context variables to the Agentforce Service agent, which guides the customer to resolution. <!-- document id=27febb348ccb20fe057056f73069102a665fd48ffa42d9bf224fe5e8810a91eb url=/admin/current/en-us/service/264-0-0/proactive_service_limitations.md --> # Proactive Service Limitations Review the constraints and expected behaviors for proactive service campaigns and data processing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> When you plan and troubleshoot your proactive service scenarios, keep these platform constraints and data behaviors in mind. Understanding these details helps you set accurate expectations for your service agents and end users. Data Processing and Syncing Limitations | Feature | Limitation | | --- | --- | | Detection Timing | The detection flow takes 5 to 10 minutes to run after an event occurs in Data Cloud. | | Data Consistency | Data Cloud DMO synchronization happens asynchronously. This can cause temporary data inconsistency between the proactive dashboard and the member metrics. | | Outreach Scheduling | The outreach flow is scheduled to run 2 hours after you launch the campaign. | | Member Selection | The system removes members from the list if their contact IDs are not found in Salesforce Core. The campaign creates members only for valid Core contacts. | | Empty Segments | If a Data Cloud query finds no members for a segment, the system marks the campaign as complete with zero impacted members. | Technical and Feature Constraints | Feature | Limitation | | --- | --- | | Messaging Channels | Proactive service supports only Enhanced Chat v1. Enhanced Chat v2 and other messaging channels are not compatible. | | Data Cloud DMOs | Proactive service only supports Data Cloud DMOs where the source of the DMO is a single Data Lake Object (DLO) and there is a single unique attribute used as the Primary Key. | | Detection Flows | You can have only one detection flow per scenario. This is either a scheduled flow or a Data Cloud-triggered flow. | | Personalization | Outreach emails do not support personalization beyond what the current marketing platform provides. | | Translation | Proactive services do not currently support translation into multiple languages. | | Campaign Lifecycle | Campaigns do not have an automated end date or completion status. | <!-- document id=ca45d330179b0f87c8912a17bf988594e80379b0251809fa08366d4e9a43158f url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_fulfiller_dsbrd.md --> # Problem Fulfiller Dashboard for IT Services The Problem Fulfiller dashboard provides a centralized view of problems assigned to the logged in IT fulfiller, helping them track new, open, and resolved problems effectively. This dashboard enables you to prioritize issues based on urgency, monitor average resolution times, and manage workloads. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> The dashboard answers these questions: New Problems - What's the total number of new problems created, categorized by priority? - What's the total number of new problems resolved, categorized by priority? - How does the trend of new problems compare to the trend of resolved problems over time? Open Problems - What's the current breakdown of your open problems by priority? - What's the current breakdown of your open problems by category? Resolved Problems - What's the average time to resolve problems, broken down by priority? - What's the distribution of problem resolution based on resolution code? Problems Needing Attention - Which problems are currently unassigned and require action? - Are there any problems currently breaching their SLA? Problem Table - What are the details of the problems assigned to you, including priority, created date, and subject? <!-- document id=d5075bd4bfceb7d0d1a2a3bde6799c3053bbc6cefc7efdd52849f6f5d97c9907 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_dashboard.md --> # Problem Management Dashboards for IT Services Use dashboards for Problem Management to track key metrics, monitor trends, and gain actionable insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> You can create or customize the reports within the dashboard to meet your specific business requirements. Some data in the reports may appear incomplete if you lack access to the necessary fields and records, or if entitlements and SLAs are not correctly configured for problems. To view data related to SLA breaches, ensure that you have either created the predefined SLA policy for problems or configured a custom SLA policy. For more information, see [SLA Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla.htm&release=264.0.0&type=5 "Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests."). - **[Problem Manager Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_manager_dshbrd.htm&release=264.0.0&type=5)** The Problem Manager Dashboard offers valuable insights into problem trends, resolution efficiency, and team performance. This dashboard enables problem managers to proactively identify recurring issues, analyze root causes, and implement strategic improvements. - **[Problem Fulfiller Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_fulfiller_dsbrd.htm&release=264.0.0&type=5)** The Problem Fulfiller dashboard provides a centralized view of problems assigned to the logged in IT fulfiller, helping them track new, open, and resolved problems effectively. This dashboard enables you to prioritize issues based on urgency, monitor average resolution times, and manage workloads. <!-- document id=d748b0541ae7000c82ff0e964537d4bb41c1bb681ee00d7ace62f1cc2d960d20 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt.md --> # Problem Management for IT Services Problem Management in Agentforce IT Service helps your team proactively identify and manage the root causes of incidents, rather than just treating the symptoms. This process reduces the impact of recurring issues and prevents future disruptions by enabling long-term solutions that improve service efficiency and business operations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Key Capabilities - Pinpoint the underlying reasons for recurring incidents to prevent future disruptions. - Leverage historical data, knowledge articles, known errors, and best practices to speed up root cause identification. - Create and manage problems directly within the Agentforce IT Service Desk app to ensure a consistent and efficient experience. - Stay on track with service level agreements and milestones by receiving key and major updates through prebuilt notifications. - **[Set Up Problem Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_setup.htm&release=264.0.0&type=5)** Get started with Problem Management to help you analyze incident patterns, diagnose root causes, and implement solutions to prevent disruptions and minimize downtime. Set up the necessary features, assign permissions, and tailor fields and picklist values to support consistent and efficient problem tracking. - **[Manage Problems for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_create_manage_prbs.htm&release=264.0.0&type=5)** Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved. - **[Problem Management Dashboards for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_dashboard.htm&release=264.0.0&type=5)** Use dashboards for Problem Management to track key metrics, monitor trends, and gain actionable insights. <!-- document id=5179254cce8cf19c33257de2c77d3bfca62a34af3060344b96864834758a9e49 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_prmsn_licenses.md --> # Problem Management Permission Sets for IT Services Users need permission set licenses to interact with settings, workflows, and features for Problem Management. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. Depending on the user role, determine which other permission set licenses to assign to users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> You can get access to the Problem Manager permission set group and the Problem Fulfiller permission set group to manage problem. These groups provide all required permissions to features and access to objects required for working with IT business processes. Permission Set Licenses | permission set license name | what's included in the license | | --- | --- | | IT Service Problem Manager | View, Create, Edit, ViewAllFields, ViewAllRecords for Incident. View, Create, Edit, Delete, ModifyAllRecords, ViewAllFields, ViewAllRecords for Problem. View, Create, Edit, ViewAllFields, ViewAllRecords for Change Request. | | IT Service Problem Fulfiller | View, ViewAllFields, ViewAllRecords for Incident. View, Create, Edit, ViewAllFields, ViewAllRecords for Problem. View, Create, Edit, ViewAllFields, ViewAllRecords for Change Request. View, ViewAllFields, ViewAllRecords for Release. | | IT Service Problem Risk Accepter | Gives users access to accept risk for problem records for IT services. | | IT Service Problem Reopener | Gives users access to reopen problem records for IT services. | | IT Service Incident Problem Associator | Gives users access to add or remove incident and problem association records for IT services. | | IT Service Problem Change Associator | Gives users access to add or remove problem and change association records for IT services. | | ITService Problem Release Associator | Gives users access to add or remove problem and release association records for IT services. | | IT Service Problem Association Resolver | Gives users access to resolve problem association records for IT services. | | IT Service Problem Deleter | Gives users access to delete problem records for IT services. | <!-- document id=cf54f491bece67b2f5b91956fb92329721eb87932de1af4601ffe84133b9c223 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_manager_dshbrd.md --> # Problem Manager Dashboard for IT Services The Problem Manager Dashboard offers valuable insights into problem trends, resolution efficiency, and team performance. This dashboard enables problem managers to proactively identify recurring issues, analyze root causes, and implement strategic improvements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> The dashboard answers these questions: New and Closed Problems - What's the total number of new problems created in the last 8 days? - What's the total number of new problems closed in the last 8 days? - How does the trend of new problems compare to the trend of closed problems over the last 8 days? - What is the distribution of new problems by priority in the last 8 days? - What is the distribution of closed problems by priority in the last 8 days? - What is the distribution of new problems based on assignee in the last 8 days? - Who are the top filers of closed problems in the last 8 days? Open Problems - What is the breakdown of open problems by priority? - What is the breakdown of open problems by category? - What is the breakdown of open problems by fulfiller? Resolved Problems - What is the average time to close problems, broken down by priority? - What is the distribution of problem resolution by code? - What is the problem resolution time for different fulfillers? Problems Needing Attention - Which problems are currently breaching their SLA? - Which problems are currently not assigned to a fulfiller? - What is the count of SLA breaches by different fulfillers? Problem Table - The Problem Table provides details of all the problems with key information such as subject, assignee, and priority. ![problem manager dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_prb_mgmt_dashboard.png) <!-- document id=1b09de5bee0429545146257877ed3a02952a4ebae5e2da0018a73343186890eb url=/admin/current/en-us/service/264-0-0/it_srvcs_use_case_identify_root_cause.md --> # Problem Manager Identifies Root Cause and Eliminates Recurring Issues Help a problem manager connect recurring incidents to a problem, identify the root cause, coordinate remediation, and verify that recurrence or impact decreases. ## Use Case at a Glance **Persona:** A problem manager responsible for identifying systemic causes, coordinating investigation, and preventing recurring service disruption **Job to be done: Connect recurring incidents to a single problem record, establish and document the root cause, and drive a permanent fix or an explicit risk decision** **Starting point:** Incident history, service data, or operational trends indicate that the same or related disruption is recurring **Successful outcome:** The problem has a supported root-cause analysis, related incidents and remediation records are traceable, affected users have approved guidance, and post-change evidence shows that recurrence or impact has decreased. Use this scenario to determine whether a recurring issue is understood and controlled. Use the related Help topics for steps to create and associate records, update problem analysis, document a workaround, create a change request, accept risk, reopen a problem, and close it. ## Detect a Pattern Worth Investigating Start with evidence of a shared underlying condition rather than the number of incidents alone. Compare symptoms, error signatures, affected services and configuration items (CIs), timing, recent changes, user populations, resolutions, and recurrence after service restoration. Similar wording can describe different causes, while differently worded incidents can originate from the same failure. | Evidence | Problem Manager Question | Decision It Supports | | --- | --- | --- | | Recurrence | Which incidents repeat after service is restored? | Open a formal problem or continue incident monitoring. | | Common scope | Which service, CI, version, location, or user group is shared? | Define the investigation scope and affected users. | | Business effect | How often does the issue occur, and what disruption does it cause? | Set the impact, urgency, priority, and level of investigation. | | Existing records | Is an open problem, known error, article, or change already addressing the pattern? | Associate and update existing work instead of duplicating it. | | Current controls | Which workarounds restore service, and where do they fail? | Protect users while permanent remediation is investigated. | | Investigation readiness | Are logs, timelines, changes, ownership, and technical expertise available? | Assign an owner and plan the investigation. | Use problem dashboards to find trends, open work, service-level agreement (SLA) breaches, unassigned records, resolution time, and resolution-code patterns. Treat dashboard information as an investigation lead rather than proof that incidents share a cause. For details about dashboard metrics, see [Problem Manager Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_manager_dshbrd.htm&release=264.0.0&type=5 "The Problem Manager Dashboard offers valuable insights into problem trends, resolution efficiency, and team performance. This dashboard enables problem managers to proactively identify recurring issues, analyze root causes, and implement strategic improvements."). ## Establish the Problem Without Delaying Recovery Incident Management restores service for each active disruption. Problem Management investigates and removes the systemic cause. Keep those outcomes separate: an incident can be resolved through a workaround while its related problem remains open, and a problem shouldn't be closed merely because the latest incident stopped affecting users. Create or select one problem that describes the recurring condition at the appropriate scope. Confirm its subject, description, category, subcategory, affected services and CIs, impact, urgency, priority, owner, and investigation status. Associate the supporting incidents and other relevant problems, change requests, releases, or knowledge articles so that investigators can distinguish evidence from coincidence. Avoid creating one problem for every incident or one broad problem for unrelated failures. Use associations such as Caused By and Similar only when the available evidence supports the relationship. If the Associate Similar Problems proactive action is enabled, it can automatically associate problem records based on semantic similarity. A Similar association doesn’t establish a Caused By relationship. Review automatically associated problems before using them as evidence of a shared root cause. To associate records manually, open the problem. On the **Associations** tab, click **Associate**, and then select a **Record Type** and **Relationship Type**, such as **Caused By** or **Similar**. Removing an association doesn’t delete the associated record. **Resolve** is separate from linking and can close multiple related records, so review the selected records before clicking **Resolve**. For steps to create and associate problems, resolve problems, accept risk, and reopen problems, see [Manage Problems for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_create_manage_prbs.htm&release=264.0.0&type=5 "Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved."). To create a problem directly from an incident, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). ## Investigate and Establish the Root Cause Build a testable explanation from incident timelines, logs, telemetry, configuration and asset data, recent changes, known errors, knowledge articles, and subject-matter expertise. Reproduce the failure safely when possible. Compare affected and unaffected conditions, challenge competing explanations, and record what evidence confirms or rejects each hypothesis. Document the causal chain rather than restating the symptom. Explain the failed condition, why it produced the observed impact, the affected scope, and the conditions under which the issue can recur. Cite the records or tests that support the conclusion. Mark unresolved assumptions and assign follow-up work instead of presenting inference as fact. Track the configured root-cause milestone without compromising investigation quality. The standard **Problem SLA** tracks **Root Cause Completion Time** for critical- and high-priority problems, but your org’s policies can differ. Completing the milestone doesn’t prove that the analysis is correct. See [SLA Policy for Problem for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_problem_sla.htm&release=264.0.0&type=5 "The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority."). ## Reduce Impact with a Workaround or Known Error When a safe temporary method reduces disruption, document its applicability, prerequisites, steps, limitations, risks, and verification results in the problem’s workaround information. Make the guidance available to incident fulfillers so that they can restore service consistently while the permanent fix is pending. Create or update a knowledge article about a known error when a confirmed root cause and reusable workaround must be available beyond the problem record. Remove record-specific and sensitive details, route the article through the configured review process, and verify that the intended support audience can find it. A workaround controls symptoms or impact; it doesn’t eliminate the underlying cause. If no safe workaround exists, state that explicitly and strengthen monitoring, escalation, communication, and recovery preparation. Use a knowledge article to make a verified temporary workaround available to the intended audience. See [Key Workflows in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_key_workflows.htm&release=264.0.0&type=5 "Effective IT service management follows a cycle: issues are captured, investigated, resolved, and analyzed to drive future improvements. For service requests, a standardized fulfillment process is followed. Agentforce IT Service streamlines IT operations by unifying the incident, problem, change, and release lifecycle into a continuous workflow. Salesforce supports each stage with features that reduce manual effort and improve collaboration using automation, AI, and collaboration tools."). ## Eliminate the Cause Through Controlled Change After sufficient evidence supports the root cause and remediation, create and associate a change request from the problem. Include the affected scope, causal evidence, proposed fix, implementation requirements, test plan, rollback approach, schedule constraints, and verification criteria. Keep the problem open while the change proceeds through risk assessment, approval, scheduling, implementation, and verification. The change outcome must test the causal claim. Confirm that the targeted condition changed as intended, service health remained acceptable, rollback wasn't required or was successful, and no material side effects appeared. A successfully implemented change isn’t enough if the recurring failure continues. When a permanent solution isn’t feasible, use **Accept Risk** only after the appropriate stakeholders understand the residual impact, likelihood, current controls, ownership, and review conditions. Record the justification and the conditions that trigger monitoring or reopening. Risk acceptance is a governed decision, not a substitute for incomplete analysis. For change request and risk acceptance steps, see [Manage Problems for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_create_manage_prbs.htm&release=264.0.0&type=5 "Track and manage problems efficiently to minimize disruptions, identify root causes, and drive long-term solutions. By creating and updating problems, your team maintains service quality and improves operational performance. You can create change requests directly from a problem, associate it with other records, and even accept risk for problems that can’t be resolved."). ## Verify Recurrence Reduction and Close Observe the service for a period and volume appropriate to the original recurrence pattern. Compare pre- and post-remediation incident frequency, affected users or transactions, error rates, downtime, workaround use, support effort, and service-level outcomes. Account for seasonality, traffic, releases, and reporting changes before attributing improvement to the fix. Close the problem only when the record contains the supported root cause, resolution information, associated incidents and remediation, verification evidence, remaining risk, and reusable knowledge. Resolve related associations according to your organization’s process while preserving their history. Reopen the problem when the issue recurs, the causal explanation is disproved, or new evidence changes the required action. Problem management is successful when a verified remediation or explicit risk decision results in a traceable reduction in recurrence or impact. Closing a problem, publishing an article, or completing a change alone doesn’t show that the recurring issue was eliminated. ## Use AI as Assistance, Not Evidence When configured, Einstein can draft a problem from an incident, and Agentforce actions can summarize problems, check attributes, find related records, propose resolutions, and draft root-cause or resolution summaries. Review generated fields and associations before saving or acting on them. Generated summaries and proposed fixes aren’t verified root-cause evidence. Confirm every material claim against logs, records, tests, trusted knowledge sources, and subject-matter experts. Preserve the distinction between a semantic match, a plausible hypothesis, and a demonstrated cause. See [Create Problems Automatically from Incidents with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_prblm_creation.htm&release=264.0.0&type=5 "IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history, related tickets, and attached files. IT fulfillers can quickly review and save the problem."), [AI Actions for Problem Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_prblmmgmnt.htm&release=264.0.0&type=5 "Accelerate problem resolution and improve accuracy by using problem actions. Problem fulfillers and managers use problem actions to streamline diagnostics and automate collaboration workflows to resolve issues efficiently throughout the problem lifecycle."), and [Proactive Actions for IT Problems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactactns_problems.htm&release=264.0.0&type=5 "Problem fulfillers use proactive actions to automatically triage, investigate, and resolve problems."). ## Confirm That Problem Management Is Ready Before deploying this process more broadly, confirm that Problem Management and its field validations, priority matrix, record layouts, associations, dashboards, and SLAs support your process. Also confirm that the required Knowledge, Change Management, and configuration management database (CMDB) components are configured. Einstein, Agentforce, and proactive actions are optional capabilities that require separate setup and permissions. Assign the appropriate **Problem Manager** or **Problem Fulfiller** permission set group. Also assign the permissions required to accept risk, reopen problems, associate incidents, change requests, and releases with problems, and resolve associations. See [Set Up Problem Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_setup.htm&release=264.0.0&type=5 "Get started with Problem Management to help you analyze incident patterns, diagnose root causes, and implement solutions to prevent disruptions and minimize downtime. Set up the necessary features, assign permissions, and tailor fields and picklist values to support consistent and efficient problem tracking.") and [Problem Management Permission Sets for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "Users need permission set licenses to interact with settings, workflows, and features for Problem Management. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. Depending on the user role, determine which other permission set licenses to assign to users."). Validate the configuration before deploying it more broadly. Confirm that an authorized user can find problem records and dashboards, inspect analysis and resolution fields, and view related incidents and other associations. Confirm that the appropriate change request and risk actions are available for the record’s state, along with any configured Knowledge and AI assistance. When testing, exit any create, edit, questionnaire, generation, approval, or closure flow without saving changes. <!-- document id=66af368b621a6d11c7cb664e929133f0c25565061abcc479d8c8afce1e9195bb url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_process_hardware_return.md --> # Process a Hardware Asset Return Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104301e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104301e74 ">To process return orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104301e74 ">IT Hardware Asset Management permission set AND Hardware Asset Management - IT Fulfiller permission set license</td> </tr> </tbody> </table> Return orders manage the overarching logistics for a single destination, while return order line items track each individual asset. If a request includes multiple devices assigned to different locations, the system automatically creates separate orders for each destination. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Service Requests**, and open the relevant request record. 3. Click **New Asset Return**. 4. Specify **Destination Location** for the assets. 5. Save your changes. The system generates a Return Order record for each unique destination stockroom or vendor specified in the request. The status for each linked asset record updates to Pending Reclaim. The Asset Activity log captures the transition that links the asset to the new Return Order Line Item for permanent traceability. <!-- document id=38f2804e8765e37840450d93d731a3d78b1a4419f72288d7122309aef71bd836 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_process_refresh.md --> # Process Hardware Asset Refresh and Reclaim Fulfill replacement hardware requests for employees while managing the return of existing devices. Automate lifecycle updates, track return service-level agreements (SLAs) through automated multilevel notifications, and manage modification requests by using agents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10562e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10562e74 ">To process fulfillment and return orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10562e74 "> <p><strong>License</strong>: IT Hardware Asset Management</p> <p>AND</p> <p style="margin-bottom:0;"><strong>Permission Set</strong>: Hardware Asset Management - IT Fulfiller</p> </td> </tr> </tbody> </table> - Verify that the employee submits an approved Service Request for a hardware refresh. - Verify that the replacement hardware is available in the target source stockroom. #### See Also - [Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5 "Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing.") - [Process a Hardware Asset Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_hardware_return.htm&release=264.0.0&type=5 "Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking.") ## Process Hardware Fulfillment and Asset Reclamation 1. Select and reserve the required hardware by following the steps in [Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5 "Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing."). 2. Assign and dispatch the new hardware by following the steps in [Link Assets to Fulfillment Orders](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_link_assets_fulfillment.htm&release=264.0.0&type=5 "Link specific serialized devices to a fulfillment order to manage active inventory counts. This process transitions assets from a general reservation to a designated hardware allocation, locking the exact serial numbers for an employee request."). 3. Update the order status to **Sent**. The **Service Request** status automatically updates to **Waiting**. 4. Start the old device return by following the steps in [Process a Hardware Asset Return](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_process_hardware_return.htm&release=264.0.0&type=5 "Fulfill hardware return requests by routing equipment back to stockrooms or moving aging devices to secure disposal sites. Processing a return automatically updates asset statuses, generates logistics records, and maintains an immutable audit trail for compliance tracking."). 5. Inspect the shipment when the returned device arrives at the stockroom to verify all items. 6. Confirm receipt in **IT Hardware Asset Management**: 1. Go to **Return Orders**. 2. Select the target Return Order record. 3. Click **Mark as Received**. 7. Verify that the asset status updates to **Reclaimed**, target stockroom inventory increments, and the parent **Service Request** closes. ## Monitor SLA Milestones and Automated Reminders 1. Monitor return metrics by using the **SLA Milestone Tracking** fields on the Return Order, including Agreement Start Date, Agreement End Date, and Milestone Status. 2. The system runs a three-tiered escalation path when an employee doesn't return an asset within the SLA timeline: 1. **Initial Notification:** Dispatches upon Return Order generation with shipping or drop-off instructions. 2. **1st Reminder:** Dispatches via Slack or email as the milestone approaches warning thresholds. 3. **2nd Reminder / Escalation:** Dispatches when the milestone deadline expires and alerts the employee's manager. ## Manage In-Flight Adjustments via Agentforce 1. Monitor natural-language modification requests submitted by employees via Slack, Microsoft Teams, or the Employee Portal. 2. Agents process updates according to predefined stage rules: 1. **Product Model Changes:** Allowed only before Service Request approval and before fulfillment starts. 2. **Delivery Details:** Address updates or collection method changes are allowed only before the replacement device or return box ships. 3. Confirm that agents log all successful modifications as structured comments in the request thread. <!-- document id=8a546ae1153b71cf0e02c28d31e8c2e596197f7eb4750dc3d6f633d99bbf21e0 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_process_jobs.md --> # Process Jobs and Relationships in CMDB Build accurate dependency views from discovery data. Each process job maps relationships for a specific infrastructure area in Configuration Management Database (CMDB). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> Process jobs analyze data already collected by Discovery and create relationships among the corresponding configuration items in CMDB. Each job focuses on a specific infrastructure area. Select a job based on the dependency view that you want to build, and rerun it as your environment changes to keep the relationships current. - **[Application Dependency Mapping Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_adm.htm&release=264.0.0&type=5)** Build accurate application dependency views from observed network traffic. The Application Dependency Mapping process job links applications and hosts by using connection data collected during discovery. - **[Cloud Hierarchy Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_cloud_hierarchy.htm&release=264.0.0&type=5)** Turn discovered AWS and Azure resources into navigable cloud architectures. The Cloud Hierarchy process job connects resources by using cloud identifiers so that you can trace infrastructure dependencies in Configuration Management Database (CMDB). - **[DevOps Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_devops.htm&release=264.0.0&type=5)** Understand dependencies across web, application, database, virtualization, cluster, and load-balancer layers. The DevOps process job creates relationships from configuration data collected during discovery. - **[Network Connections Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_network_connections.htm&release=264.0.0&type=5)** Visualize how network devices connect across Layer 2 and Layer 3 topology. The Network Connections process job links VLANs, switches, routers, end devices, and chassis clusters from discovered neighbor data. - **[Software Installation Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_software_installation.htm&release=264.0.0&type=5)** Build a product-level view of installed software and license information across discovered hosts. The Software Installation process job creates software and license configuration items and connects software products to their hosts. - **[vCenter Hierarchy Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_vcenter_hierarchy.htm&release=264.0.0&type=5)** Turn discovered VMware vCenter objects into a navigable virtualization hierarchy. The vCenter Hierarchy process job connects data centers, clusters, folders, ESXi hosts, virtual machines, and guest operating systems. <!-- document id=f431a3897b37170bbeb56f40a4771f0642cd4e80ecab435bd6d3cc5be7db961d url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_process_manager.md --> # Process Manager for Analyzing Discovery Data Turn discovered configuration items into dependency-aware views with Process Manager. Process jobs connect applications, infrastructure, cloud resources, software, and virtualized environments in Configuration Management Database (CMDB). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> Discovery brings asset data into CMDB. Process jobs analyze that data and create the relationships that show how applications, devices, cloud resources, software, and services work together. Use the resulting relationships to understand dependencies and evaluate the impact of infrastructure changes. For details about the relationships that each process job creates, see [Process Jobs and Relationships in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_jobs.htm&release=264.0.0&type=5 "Build accurate dependency views from discovery data. Each process job maps relationships for a specific infrastructure area in Configuration Management Database (CMDB)."). - **[Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5)** Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB). - **[Process Jobs and Relationships in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_jobs.htm&release=264.0.0&type=5)** Build accurate dependency views from discovery data. Each process job maps relationships for a specific infrastructure area in Configuration Management Database (CMDB). <!-- document id=8d966aa619c38fa72812e61c8bebcf03def53ec31e559c9e216b7084ca5dbf4b url=/admin/current/en-us/service/264-0-0/phone_assignmnt.md --> # Procure and Manage Phone Numbers Procure and claim phone numbers for yourself without waiting for admins to assign them to you. You can choose from available local or standard company phone numbers, depending on your business requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d78938e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78938e62 ">To claim and remove phone numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78938e62 ">Manage Numbers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78938e62 ">To make calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78938e62 ">Salesforce Voice Contact Center Rep</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Your admin can clone the **Salesforce Voice Contact Center Rep** or **Admin** permission sets to enable the **Manage Numbers** user permission. This feature is available for all users that belong to the cloned permission set. Admins can add or remove users from the permission set as required. Applies to these telephony models - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony (if supported by your telephony provider) 1. From your profile, go to **Settings**. 2. In the Quick Find box, enter and select **Phone Number Assignment**. ![Quick Find Menu with Phone Number Assignment highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ph_assign1.png) 3. To claim a phone number, click **Claim**. 1. Select a **previously claimed phone number**, or **claim a new number**. Claim a previously used number to select from numbers already available in your telephony. Claim a new number to directly procure a number and add it to your telephony service. 2. Filter by **Country** and **Area Code** to view the available phone numbers. 4. Select the number from the list and click **Claim**. Both your claimed and admin-assigned phone numbers are listed in the **My Phone Numbers** table. From here, you can assign different voicemail greetings to each of your numbers to make sure that your callers receive the most applicable message. ![My Phone Numbers Table](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ph_assign2.png) For more information on recording greetings, see [Record Voicemail Greetings](https://help.salesforce.com/s/articleView?id=service.voice_personal_grtng.htm&release=264.0.0&type=5 "Improve the calling experience for your customers by recording voicemail greetings that play automatically when you’re unable to answer a call. Any messages that your callers leave in response are stored in your voicemail box for you to review at any time."). Use the **Set Default** option to set a phone number as your default. The default number displays as your caller ID on the customer’s device. Use the **Remove** option to remove a phone number from your claimed numbers. The default phone number cannot be removed by your contact center supervisor. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you remove a phone number, it’s released back into the pool for reps to claim and use. Removing a number doesn't permanently remove it from available numbers. For information on how admins can remove phone numbers, see [Release a Phone Number](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5). To view or update your default number while making a call, click **Manage Caller IDs** on the Omni widget to directly open the **Phone Number Assignment** screen. ![Omni Channel widget with Manage Caller IDs link highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ph_assign3.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To use this feature with Salesforce Voice with Partner Telephony, your telephony provider must implement the `VFSProvider` apex interface. #### See Also - [Salesforce Voice with Partner Telephony Apex Reference: VFSProvider](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_apex_reference.htm) - [Object Reference for the Salesforce Platform: ConversationVendorInfo](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationvendorinfo.htm) <!-- document id=f1a0b1fd81aa62a17a5e857bbf426beb7cba8a1ba85525c1a24cdbb07a1def65 url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_product_insights.md --> # Product Insights Use the Product Insights dashboard to analyze customer engagement for specific products across various channels, focusing on sentiment, key influencing factors, contact reasons, and location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time to identify patterns in customer satisfaction and refine your support strategy accordingly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions where Customer Signals Intelligence is enabled</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Survey available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Feedback Management - Starter or Feedback Management - Growth licenses</td></tr></tbody></table> Filter the analytics charts and metrics in the dashboard based on region, product family, product, channels and a specific time period. - View the overall sentiment of customers for the selected product, the number of responses received, and the positive and negative factors influencing the product's sentiment, helping identify areas for improvement. - View the trends in sentiment, Customer Satisfaction (CSAT) score, and Net Promoter Score (NPS) to monitor changes in customer satisfaction and sentiment, and identify patterns in feedback. - View the key factors that influence customer sentiment to identify aspects that either positively or negatively impact customer perception and satisfaction. - View the key reasons customers contact support to identify concerns that are common and that need more attention. - View the overall sentiment of customers by location. - **[Key Performance Indicators in Product Insights Dashboard](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_product_insights_kpis.htm&release=264.0.0&type=5)** Learn the calculations of key metrics shown in the Product Insights dashboard. <!-- document id=699271233fc0a53eee38c27e7652a45fe7e2848de8d735b7e9b84a6ed31c9374 url=/admin/current/en-us/service/264-0-0/fs_parts_fields.md --> # Product Item and Inventory Fields Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Product Item Product items track the quantity of a particular product at a location. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e75">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">Location associated with the product item. This location usually indicates where the product item is stored.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">The product item’s owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Product Item Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">(Read Only) Auto-generated number identifying the product item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Product Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">Product associated with the product item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Quantity On Hand</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">The quantity at the location. If you want to add a serial number, this value must be 1.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Quantity Unit of Measure</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 ">Units of the product item; for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e75 ">Serial Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e78 "> <p>A unique number for identification purposes. If you want to enter a serial number, the Quantity on Hand must be 1.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> To learn more about the pros and cons of assigning serial numbers to product items, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_parts.htm&release=264.0.0&type=5" title="After you customize your field service inventory settings, track where your inventory is stored by creating product items.">Create Product Items to Represent Inventory</a>.</div> </div> </div> </td> </tr> </tbody> </table> ## Product Item Transaction Product item transactions describe actions performed on a product item. They’re auto-generated records that help you track when a product item is replenished, consumed, or adjusted. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e182">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e185">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 ">A description of the transaction. The description is blank when the transaction record is created, but can be updated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Product Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 ">The associated product item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Product Item Transaction Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 ">(Read Only) Auto-generated number identifying the product item transaction.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Quantity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 ">The quantity of the product item involved in the transaction. If inventory was consumed, the quantity is negative.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Related Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 ">(Read Only) The product consumed or product transfer related to the action. If the action wasn’t related to consumption or transfer, the related record is blank.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e182 ">Transaction Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e185 "> <p>The action that the transaction tracks.</p> <ul> <li>Replenished: When a part is stocked at a location. A Replenished transaction is created when a product item is created.</li> <li>Consumed: When parts are consumed to complete a work order. A Consumed transaction is created when a record is added to the Products Consumed related list on a work order or work order line item.</li> <li>Adjusted: When there’s a discrepancy or a change in consumption. An Adjusted transaction is created when a product item’s Quantity on Hand is edited, a product consumed is updated or delete, or a product transfer is deleted.</li> <li>Transferred: When parts are transferred between locations.</li> </ul> </td> </tr> </tbody> </table> ## Product Required Products required are products that are needed to complete a work order or work order line item. You can add products required to work orders, work order line items, and work types. They have the following fields. | Field Name | Description | | --- | --- | | Parent Record | Associated work order or work order line item. | | Parent Record Type | Indicates whether the parent record is a work order or a work order line item. | | Product Required | Name of the required product. | | Product Required Number | Auto-generated number identifying the product required. | | Quantity Required | Amount required of the product. | | Quantity Unit of Measure | Units of the required product; for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products. | ## Product Consumed Products consumed are items from your inventory that were used to complete a work order or work order line item. They have the following fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create or delete products consumed, you need permission to create product items. | Field Name | Description | | --- | --- | | Consumed | Indicates that a product consumed was processed if the product it refers to has IsSerialized=true selected. | | Description | Notes and context about the product consumed. | | Discount | The discount provided. | | List Price | The list price of the product. | | Price Book Entry | Price book associated with the product consumed. If the work order and the product item’s associated product are related to the same price book, the Price Book Entry auto-populates based on the product item. | | Product | Product associated with the product consumed. | | Product Consumed Number | (Read Only) Auto-generated number identifying the product consumed. | | Product Item | Product item associated with the product consumed. Creating a product consumed record subtracts the quantity consumed from the linked product item’s quantity. | | Quantity Consumed | The quantity of products consumed. | | Quantity Unit of Measure | Units of the consumed item; for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products. | | Subtotal | The product’s unit price multiplied by the quantity consumed. | | Total Price | The product’s unit price multiplied by the quantity consumed minus the discount. | | Unit Price | The price per unit of the product consumed. | | Work Order | Work order associated with the product consumed. | | Work Order Line Item | Work order line item associated with the product consumed. | ## Product Consumed State Product consumed state refers to the new state of the serialized product after it’s consumed. This object has these fields. | Field Name | Description | | --- | --- | | Consumed State | The new state of the serialized product after it’s consumed. | | Product Consumed | The Product Consumed used to consume the serialized products. | | Serialized Product | The serialized product being consumed. | ## Product Products are products that your company sells. They have these fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e605">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d54290e608">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e605 ">Serialized</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e608 ">Indicates whether a product is serialized.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e605 ">Transfer Record Mode</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d54290e608 "> <p>If serialized, indicates when the serial number is recorded:</p> <ul> <li>SendAndReceive means the serial number is recorded when sending or receiving.</li> <li>ReceiveOnly means the serial number is recorded when receiving only.</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Location Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5 "Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Return Order Fields](https://help.salesforce.com/s/articleView?id=service.fs_return_order_fields.htm&release=264.0.0&type=5 "Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&release=264.0.0&type=5 "Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job.") <!-- document id=355818cf17501cef06767c13238a0b5e9e7e15db57da8abcffe1f7f734374108 url=/admin/current/en-us/service/264-0-0/fs_part_requests_fields.md --> # Product Request and Transfer Fields Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Product Request Product requests represent a part or parts ordered. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e75">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The account associated with the product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The case associated with the product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Currency ISO Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">Three-letter currency code. Available only if the multicurrency feature is enabled.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">Notes or context about the request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">Where the product is delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Need By Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">Date the product must be delivered by.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The owner of the product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Product Request Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">(Read Only) An auto-generated number that identifies the product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Shipment Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 "> <p>The type of shipment. The picklist includes the following values, which can be customized:</p> <ul> <li>Rush</li> <li>Overnight</li> <li>Next Business Day</li> <li>Pick Up</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Ship To Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The physical address where the product is delivered. For example, the mailing address of the warehouse that is requesting the product.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">Where the product is at the time of the request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 "> <p>The status of the shipment. The picklist includes the following values, which can be customized:</p> <ul> <li>Draft: Finalizing the product request details.</li> <li>Submitted: The product request is ready for processing.</li> <li>Received: The department in charge of fulfilling the request is working on it.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The work order associated with the product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e75 ">Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e78 ">The work order line item associated with the product request.</td> </tr> </tbody> </table> ## Product Request Line Item Product request line items are subdivisions of a product request. Each line item is associated with a specific product being requested. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e253">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e256">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The account associated with the product request line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The case associated with the product request line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">Notes and context about the request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">Where the product is delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Need By Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">Date the product must be delivered by.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Parent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The product request that the line item belongs to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The product being requested.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Product Request Line Item Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">(Read Only) An auto-assigned number that identifies the product request line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Quantity Requested</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The amount requested.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Quantity Unit Of Measure</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">Units of the requested product; for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Shipment Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 "> <p>The type of shipment. The picklist includes the following values, which can be customized:</p> <ul> <li>Rush</li> <li>Overnight</li> <li>Next Business Day</li> <li>Pick Up</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Ship To Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The physical address where the product is delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">Where the product is at time of the request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 "> <p>The status of the shipment. The picklist includes the following values, which can be customized:</p> <ul> <li>Draft</li> <li>Submitted</li> <li>Received</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The work order associated with the product request line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e253 ">Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e256 ">The work order line item associated with the product request line item.</td> </tr> </tbody> </table> ## Product Transfer Product transfers track the transfer of product items between inventory locations. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e449">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e452">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">Notes or context about the transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The location where the product is to be delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Expected Pickup Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">Date the product is expected to be picked up.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">Owner of the product transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Product Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The product associated with the product transfer. If the product is being transferred from outside your inventory—for example, if it’s being ordered from a manufacturer—enter a product name. Otherwise, we recommend entering a source product item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Product Request</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The product request associated with the product transfer. Not all transfers are created in response to a product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Product Request Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The product request line item associated with the product transfer. Create a separate transfer for each line item on a product request.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Quantity Received</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">Amount of product received at the destination location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Quantity Sent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">Amount of product sent from the source location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Quantity Unit Of Measure</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The units of the product; for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Received</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 "> <p>Indicates that the product was received. To mark a product transfer received, you need permission to update product items. After you mark a product item received, you can’t undo it.</p> <p style="margin-bottom:0;">To find out what happens when a product transfer is marked received, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&release=264.0.0&type=5" title="Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records.">Guidelines for Transferring Inventory</a>.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Received By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The contact who received the product at the destination location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Return Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The return order associated with the product transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Return Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The return order line item associated with the product transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Sent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 "> <p>Indicates whether the product transfer was sent. </p> <p style="margin-bottom:0;">This option is applicable only if the transfer record mode for the serialized product is Send and Receive.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Shipment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The shipment related to the product transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Shipment Expected Delivery Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The expected date of delivery, inherited from the related shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Shipment Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 "> <p>The shipment status, inherited from the related shipment. It includes the following values, which can be customized:</p> <ul> <li>Shipped</li> <li>Delivered</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Shipment Tracking Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The shipment tracking number, inherited from the related shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Shipment Tracking URL</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The shipment tracking URL, inherited from the related shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 ">The location where the product is coming from.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Source Product Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 "> <p>The product item representing the stock at the source location. Enter a source product item if the product is being transferred from a location within your inventory, such as a warehouse. Specifying a source product item on a product transfer automatically updates the quantity at the source location to reflect the transfer.</p> <p style="margin-bottom:0;" dir="ltr">If the product is being transferred from outside your inventory—for example, if it’s being ordered from a manufacturer—use the Product Name field instead.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e449 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e452 "> <p>Status of the product transfer. It includes the following values, which can be customized:</p> <ul> <li>Ready for Pickup</li> <li>Completed</li> </ul> </td> </tr> </tbody> </table> ## Product Transfer State Product transfer state refers to an action taken to associate a serialized product to a product transfer and indicates the action done to the serialized product. The new state is a result of the action. The product transfer state is created when serialized products are attached to the product transfer. This object has these fields. | Field Name | Description | | --- | --- | | Action | The action that must be performed on the inventory item. | | Product Transfer | The transfer for which this inventory transaction was requested. | | Serialized Product | The serialized product being transferred. | | Transfer State | The new status for the inventory item. | ## Shipment A shipment tracks a product item while it is in transit. They have the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e787">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d114007e790">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Actual Delivery Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">Date the product was delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Delivered To</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The person or entity the product was delivered too.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">Notes or context about the shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The place the product is to be delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Expected Delivered Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">Date the product is expected to be delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Owner Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">Owner of the shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Ship From Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The place the product is coming from.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Shipment Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">(Read Only) An auto-assigned number that identifies the shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Shipping Provider</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The company or person making the transfer.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Ship To Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The address the product is to be delivered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">The address the product is shipped from.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 "> <p>The status of the shipment. The picklist includes the following values, which can be customized:</p> <ul> <li>Shipped—The product is in transit.</li> <li>Delivered—The product is at the destination location.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Tracking Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">Tracking number for the shipment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e787 ">Tracking URL</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d114007e790 ">URL of website used for tracking the shipment.</td> </tr> </tbody> </table> #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Location Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_locations_fields.htm&release=264.0.0&type=5 "Locations, addresses, and associated locations have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Return Order Fields](https://help.salesforce.com/s/articleView?id=service.fs_return_order_fields.htm&release=264.0.0&type=5 "Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&release=264.0.0&type=5 "Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job.") - [Let Users Create Product Requests in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_product_requests.htm&release=264.0.0&type=5 "Let your mobile workers create product requests when they find defective parts in their vehicles or their stock runs out.") <!-- document id=91debc9b8e0f9dd90fe59290afadab268276587832d5f4dee002452b7f9e092f url=/admin/current/en-us/service/264-0-0/fs_product_service_campaign_fields.md --> # Product Service Campaign Fields Product service campaigns and product service campaigns line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Product Service Campaign Product service campaign defines the activities to be performed on a product, such as a product recall for safety issues or product defects. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d173365e78">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d173365e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The description of the product service campaign.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">End date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The date that the product service campaign ends on.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The owner of the product service campaign.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 "> <p>The priority of the product service campaign. Available values are:</p> <ul> <li>Critical</li> <li>High</li> <li>Medium</li> <li>Low</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The product associated with this product service campaign.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Product service campaign name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The name of the product service campaign.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Start date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The date that the product service campaign starts on.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 "> <p>The status of the product service campaign. The picklist includes the following values, which can be customized:</p> <ul> <li>New—Product service campaign created, but there’s no activity yet.</li> <li>In Progress—Product service campaign began.</li> <li>On Hold—Work is paused.</li> <li>Completed—Work is complete.</li> <li>Cannot Complete—Work couldn’t be completed.</li> <li>Closed—All work and associated activity is complete.</li> <li>Canceled—Work is canceled, typically before any work began.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Status category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 "> <p>The category that each status value falls into. The Status Category field has eight default values: seven values that are identical to the default Status values, and a None value for statuses without a status category. </p> <p>If you create custom Status values, you must indicate which category it belongs to. For example, you create a Waiting for Response value and decide that it belongs in the On Hold category.</p> <p style="margin-bottom:0;">To learn which processes reference Status Category, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5" title="Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.">How are Status Categories Used?</a></p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 "> <p>The type of the product service campaign. The picklist includes the following values, which can be customized: </p> <ul> <li>Modification—The asset requires an on-site alteration.</li> <li>Recall—The asset must be returned to the manufacturer for modification or upgrade.</li> <li>Service—The asset requires service. </li> <li>Upgrade—The asset requires updating. </li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e78 ">Work type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e81 ">The work type associated with the product service campaign order. When a work type is selected, the product service campaign automatically inherits the work type’s Duration, Duration Type, and required skills.</td> </tr> </tbody> </table> ## Product Service Campaign Item Represents a product service campaign's asset. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d173365e255">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d173365e258">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Asset</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 ">The asset associated with the product service campaign item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 ">The product associated with this product service campaign item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Product service campaign</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 ">The item’s parent product service campaign record.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Product service campaign item number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 ">The ID of the product service campaign item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 "> <p>The status of the product service campaign. The default values are:</p> <ul> <li>New—Product service campaign created, but there’s no activity yet.</li> <li>In Progress—Product service campaign began</li> <li>On Hold—Work is paused.</li> <li>Completed—Work is complete.</li> <li>Cannot Complete—Work couldn’t be completed.</li> <li>Closed—All work and associated activity is complete.</li> <li>Canceled—Work is canceled, typically before any work began.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e255 ">Status category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d173365e258 "> <p>The category that each status value falls into. The Status Category field has eight default values: seven values that are identical to the default Status values, and a None value for statuses without a status category. </p> <p>If you create custom Status values, you must indicate which category it belongs to. For example, you create a Waiting for Response value and decide that it belongs in the On Hold category.</p> <p style="margin-bottom:0;">To learn which processes reference Status Category, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5" title="Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.">How are Status Categories Used?</a></p> </td> </tr> </tbody> </table> <!-- document id=bdbd367e9207386e0e6e5e293f164c34555f748741f9fe8ae5067d6bb3d778f5 url=/admin/current/en-us/service/264-0-0/hr_svc_prof_membership_cert_reimb.md --> # Professional Membership and Certification Reimbursement Deploy this template to provide employees with a standardized way to request reimbursement for professional memberships and certifications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Certification or Membership Name, Expense Type, Date of Payment, Business Justification, Provider or Issuing Body, Currency, Subject, Case Origin, Receipt Upload, Amount. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=1cab54c8b8c695bace2fe3be633f9ea4f791f3773a6918ec13b64dd46e8b11d9 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_complete_progress.md --> # Progress Shown When Taking a Program When you start taking the program, you work through exercises. Complete the requirements for each program item and check your progress. ## Exercise Progress Some exercises open content in a new browser tab, and some exercises show content on the same tab you’re on. Most exercises are considered complete after you follow the link, watch the video, or finish the lesson. For a Lesson exercise, click **Mark as Complete** after you finish the lesson. Exercise completion is calculated in real time. If you miss the due date of an exercise, you can still access the linked content after the due date has passed. ## Program Progress For Employee Enablement Program, the progress bar shows your progress through the program. Program status completion is computed twice per day—5 AM and 8 PM—according to the time zone set in Salesforce. <!-- document id=263343755944154f2fb5b346f92d703e446b3fba52be6cbddc51eeab8cefed03 url=/admin/current/en-us/service/264-0-0/promoted_search_terms.md --> # Promote Articles in Search Results Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing **Enter** (Windows) or **Return** (Mac) see the article appear first in their search results. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d156922e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156922e64 ">To create, edit, and delete promoted search terms:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156922e64 ">Manage Promoted Search Terms</td> </tr> </tbody> </table> Promoted search terms are useful for highlighting an article that you know is commonly used to resolve a support issue when a user’s search contains certain keywords. An article must be published for you to manage its promoted terms. 1. To change the promoted search terms, open the published article. 2. In the Promoted Search Terms related list, click **New** or **New Promoted Term**. 3. Enter the keywords that you want to associate with the article. - You can associate the same term with multiple articles. If the user’s search matches the promoted term, all associated articles are promoted in search results, ordered by relevancy. - The maximum number of characters per promoted term is 100. For best results matching users’ search terms, limit each promoted term to a few keywords. 4. Click **Save**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example For example, if an article addresses a common support issue such as login problems, you can associate the terms password and password change. Article search matches a promoted term whenever all keywords within the term occur within the user’s search terms, in any sequence. Each keyword must match exactly. For example: - The promoted term _password_ matches a search for change password. - The promoted term _password change_ matches a search for how do I change my password but doesn’t match forgot password. - The promoted term _password_ doesn’t match a search for change passwords. Consider these limitations and general limits when you use promoted search terms. - Your organization can create a maximum of 2,000 promoted terms. For best results, use them selectively, create a limited number of promoted terms and a limited number of promoted articles per term. - If your organization translates articles into multiple languages, each promoted term is associated with one article version and the article version’s language. If you need equivalent promoted terms to be associated with each translation, you must specify promoted terms for each translation. For example, associate change password with an English language article version and changer mot de passe with a French language article version. - The end user’s language setting determines the scope of the article search. Search results exclude article versions and any associated promoted terms that aren’t in the user’s language. - When a user performs a Knowledge search, the search engine retrieves all the articles with at least one promoted search term that matches the user's terms. Then it places those articles at the top of the search result list. - When a user searches for Chinese, Japanese, Korean, and Thai (CJKT) terms, search results can be inaccurate. Simplify the term in Promoted Search, or create an additional field on the article and add the term. #### See Also - [Article Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_search_algorithm.htm&release=264.0.0&type=5 "How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results.") - [Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5 "Use a single search to find all your resources at once.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=bd075095271dd8310f4e30fe6369be2c05a501b83c17c2310d29f8929fef80bd url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_promote_maj_inc.md --> # Promote Major Incidents for IT Services Promote an incident to a major incident directly from the Incident record page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d99361e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99361e74 ">To promote major incidents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99361e74 ">Major Incident Manager</td> </tr> </tbody> </table> After setup, designated major incident managers can promote incidents that have a critical business impact. 1. Open an Incident record. 2. On the incident record page, click **Promote to Major Incident**. The system declares the incident as a major incident, and a banner displays at the top of the record. <!-- document id=96247bb8b37c5b0d803f112d7edb8c5b9c7c306193906299dd5f26b03c0b0d57 url=/admin/current/en-us/service/264-0-0/it_srvcs_prmpt_tmplate_ai_actions.md --> # Prompt Templates for IT Service AI Actions Prompt templates define how Agentforce IT Service AI actions analyze information, generate summaries, and create records. You can use predefined IT Service prompt templates or create custom versions tailored to your organization's specific requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Modify Prompt Templates for IT Service AI Actions](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_modify_prompt_builder.htm&release=264.0.0&type=5)** Customize predefined prompt templates to ensure that Agentforce IT Service actions reflect your organization's requirements. Create and activate a custom version of a predefined IT Service prompt template to modify its instructions. <!-- document id=7c1eca3b96848e02a70cbdcd01252552682290560bf681e0b9b00e487ee993e4 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_propose_maj_inc.md --> # Propose Major Incidents for IT Services Identify incidents that have a critical impact on the business and propose them as potential major incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19688e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19688e72 ">To propose major incidents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19688e72 ">Incident Fulfiller or Incident Manager</td> </tr> </tbody> </table> When an incident significantly affects business operations, members of the incident management team can propose it as a major incident candidate. After it’s proposed, the record is reviewed by a major incident manager, who can approve or reject the request. Approved incidents are tracked and managed separately with higher visibility and urgency. 1. Open the record view of the incident you want to propose as a major incident. 2. From the quick actions menu, select **Propose Major Incident**. 3. Enter the justification explaining why this incident should be proposed as a major incident. 4. Save your changes. If proposed, the major incident status changes to Proposed, and the record is visible to the designated major incident managers for review. <!-- document id=4e6ab81ee08fe4623ed57db13fce2c33a7b53c09cc4904933eb5ab4f0026063a url=/admin/current/en-us/service/264-0-0/hr_svc_confid_case_rep_public_jun_entity.md --> # Protect Confidential Cases with the Public Complaint Case Junction Entity Before case visibility policies, filing a confidential case required the public complaint case junction entity. With the junction entity, you set the required access and system settings, and your employees submit confidential reports through the Employee Portal or Agentforce, where reports are flagged and routed to HR. For new implementations, use case visibility policies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Enable Feature Access](https://help.salesforce.com/s/articleView?id=service.hr_svc_enable_employee_access.htm&release=264.0.0&type=5)** Set the required access and system settings needed for confidential case reporting. - **[Report Confidential Issues](https://help.salesforce.com/s/articleView?id=service.hr_svc_rpt_cnfd_iss.htm&release=264.0.0&type=5)** Learn how employees can securely submit confidential reports through the Employee Portal or Agentforce, with issues automatically flagged and routed to HR. <!-- document id=80b15cc1b923fbf8e07469a6a545a0239c868821b9ebdfa4618cdc93ca84e3cd url=/admin/current/en-us/service/264-0-0/miaw_recaptcha_verification.md --> # Protect Conversations in Enhanced Chat for Web with reCAPTCHA Looking to secure your Enhanced Chat for Web channels from automated threats? Turn on reCAPTCHA v3. With reCAPTCHA verification, only human users can initiate messaging sessions. reCAPTCHA verification enhances protection against spam bots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_recaptcha_verification__d1265e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_recaptcha_verification__d1265e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This feature is available only for API and Web customers. Google reCAPTCHA is a resource used by Salesforce to support its users and partners and is provided by Google LLC. Google reCAPTCHA is a Non-SFDC Application for purposes of the Salesforce Main Services Agreement and is subject to the applicable Google terms and conditions and policies. When enabled, reCAPTCHA v3 shows a badge above the chat button displaying Google’s reCAPTCHA Terms and Conditions and Privacy Policy. As required by Google, you must show the reCAPTCHA Terms and Conditions and the Privacy Policy link to end users as part of the workflow. Enabling reCAPTCHA v3 sets a non-essential cookie, \_GRECAPTCHA, on the client browser. Google uses this cookie for risk analysis only.Blocking these cookies will still not affect the primary functionality of reCAPTCHA. 1. Register your domain on the [Google reCAPTCHA website](https://www.google.com/recaptcha/admin/create). - Enhanced Web Chat only supports the v3 reCAPTCHA type. - Make sure that reCAPTCHA is supported in your region. This feature may not be available in countries where Google is banned and reCAPTCHA URLs are blocked. - During site registration, add the domain of the web page that you deployed Enhanced Web Chat to. - Copy the site key and secret key for your registered domain to turn on reCAPTCHA. 2. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 3. On the Messaging Settings page, in the Messaging Channels list, click the dropdown arrow for your channel, and then select **Edit**. 4. In the reCAPTCHA Verification section, select **Use reCAPTCHA Verification**. 5. Click **New API Key Pair**. Enter the API Key Pair Developer Name, the reCAPTCHA API Site Key, and reCAPTCHA API Secret Key received while registering your domain with Google. Then click **Add**. 6. Save your changes. 7. On the Embedded Service Deployment Settings Setup page for the channel, click **Publish**. 8. If you’re an API customer, load the client-side reCAPTCHA scripts, generate the clientToken, and send it via the accessToken APIs. Enabling reCAPTCHA from Salesforce Setup may introduce an average latency of approximately 500 milliseconds to an accessToken API call. To customize the badge placement, you can hide the default badge and replace it with a custom one. To hide the default badge, add this CSS: ``` .embeddedMessagingGRecaptchaBanner { display: none; } ``` #### See Also - [Google Documentation: Register with Google reCAPTCHA](https://www.google.com/recaptcha/admin/create) - [Google Documentation: Frequently Asked Questions](https://developers.google.com/recaptcha/docs/faq) - [_Salesforce Developer Docs_: Enhanced Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-api/guide/setup-recaptcha.html) <!-- document id=c6289c8284770585ca26b85e35dd2c766d2886dc2ef1072e66130cbeaa76020a url=/admin/current/en-us/service/264-0-0/livemessage_privacy.md --> # Protect Customer Data and Privacy in Messaging Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_privacy__d1018e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_privacy__d1018e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## How Messaging Data is Stored Salesforce automatically creates and saves a transcript for each messaging session. Messages exchanged with a bot are also stored in the conversation transcripts. To be transparent with your customers, you can include this information in the auto-response shown when customers send a message to your company. Here are a few sample Conversation Acknowledgment messages: Thanks for your message. A representative will be with you shortly. Just so you know, we may record and track conversations to help improve your experience. Before we get started, note that your conversations may be stored for quality, training, or other purposes. This article isn’t legal advice, so to make sure that you address any compliance considerations related to the storage or use of messaging transcripts, check with your legal counsel. ## How You Can Protect Customer Data Customers might ask your company to handle their data in the following ways. - Delete personal data associated with a customer who has messaged your company via Messaging. - Track customers’ approval for how your company interacts with them via Messaging. - Restrict how Messaging processes personal data. - Export customer-related data. Here are several ways to address their requests. - [Add new fields to objects associated with data privacy](https://help.salesforce.com/s/articleView?id=platform.individuals_fields.htm&type=5&language=en_US). If data privacy fields are added to objects, admins can search for those fields and manually delete personal data. You can also perform global searches for customer data on each object. - [Export Messaging conversation transcripts](https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&type=5&language=en_US). - [Hide or replace sensitive data](https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&type=5&language=en_US) in messaging sessions and transcripts—for example, hide Social Security numbers. ## Encryption at Rest In enhanced Messaging channels and Enhanced Chat, these fields can be encrypted at rest. - MessagingEndUser fields: Name, MessagingPlatformKey, ProfilePictureUrl - ConversationContextEntry fields: CustomDetailContextKey, CustomDetailContextValue - ConversationEntry fields: ActorName, Message, Payload, EntryPayload - ConversationParticipant fields: ParticipantDisplayName In standard Messaging channels with Lightning Experience, the following fields can be encrypted at rest. - LiveChatTranscript fields: Body, SupervisorTranscriptBody - MessagingEndUser fields: Name, MessagingPlatformKey, ProfilePictureUrl - ConversationEntry fields: ActorName, Message Encryption at rest isn’t supported in standard Messaging channels with Salesforce Classic. ## Compliance Certifications To learn more about Salesforce compliance certifications, see [compliance.salesforce.com](https://compliance.salesforce.com/). Some Messaging channels aren’t able to be certified for HIPAA compliance because their associated third-party applications or technology (SMS, WhatsApp, Apple Messages for Business, Facebook Messenger, and possibly some Partner Messaging channels) aren’t HIPAA-certified. #### See Also - [Store Customers’ Data Privacy Preferences](https://help.salesforce.com/s/articleView?id=platform.individuals_store_data_privacy.htm&type=5&language=en_US) - [Customize Auto-Responses in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5 "Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.") - [Encrypt New Data in Standard Fields](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/security_pe_encryptable_data.htm) - [Accessing Messaging and Voice Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US) <!-- document id=893ada1f6382ed9ca91d7f538b75ece9766809dc236d8bc814bfc37c17e30aa2 url=/admin/current/en-us/service/264-0-0/es_provide_access_to_account_and_contact.md --> # Provide Access to Account, Contact, and Employee Objects Give service representatives the permission to create, update, and delete employee records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d150260e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150260e55 ">Provide access to the Account, Contact, and Employee objects:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150260e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. Click **Edit** next to the profile that’s assigned to service representatives. 3. In the Standard Object Permissions section, enable the Read, Create, Edit, and Delete access for the Accounts and Contacts objects. 4. In the Standard Object Permissions section, enable the Delete access for the Employees object. By default, the Read, Create, and Edit access is enabled for the Employees object. The developer name of the Employees object is Employee2. <!-- document id=a8f9a522c5c2a3b569e3e7ba117713df5158b89d9ec0ceeb7ff4924647505761 url=/admin/current/en-us/service/264-0-0/fs_set_up_downtime_in_community.md --> # Provide Access to Asset Availability and Reliability Information in Field Service Let Experience Cloud site users view or record asset downtime details and view information on asset availability and reliability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Click the Experience Cloud site user profile you want to provide with access. 3. Click **Edit**. 4. Under Administrative permissions, select **Field Service Standard**. 5. Under Standard Object Permissions, give read or read/write access to Assets. Save your changes. 6. Under Field-Level Security, click **View** next to Asset. 7. Click **Edit** and grant read access to the Availability and Reliability fields. Click Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Access to asset downtime related list is not available for guest users. #### See Also - [Track Asset Availability and Reliability in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_track_availability_and_reliability.htm&release=264.0.0&type=5 "Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation.") <!-- document id=bda782cbffc93b704c9b9c282d01551b70979aa974d43289cdc7aa685e12a867 url=/admin/current/en-us/service/264-0-0/livemessage_intro.md --> # Provide Conversation Support with Messaging Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider. ![Messaging banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/main-banner_lm_messaging.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_qy2_fff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_qy2_fff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p><strong>Learn About Messaging</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5" title="Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.">What’s Messaging?</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging Limits and Considerations</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5" title="Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).">Compare Messaging Channel Capabilities</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a> </p> <p><em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank">Salesforce Messaging</a> </p> <p style="margin-bottom:0;"><em>Community:</em> <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000Gw72SAC?tab=discussion&sort=LAST_MODIFIED_DATE_DESC" target="_blank">Digital Engagement Trailblazer Community</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_umh_3ff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_umh_3ff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_develop_2.png" alt="Gears"></span> </p> <p><strong>Get Started with Messaging</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5" title="Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.">Turn On Messaging</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5" title="Assign permissions to users who will message with customers or supervise service reps in Messaging channels.">Give Users Access to Messaging</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5" title="Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.">Set Up Routing for Messaging Channels</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_h14_jff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_h14_jff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Wrench"></span> </p> <p><strong>Add Messaging Channels</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&release=264.0.0&type=5" title="Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.">Enhanced Chat </a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&release=264.0.0&type=5" title="Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.">WhatsApp</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_parent.htm&release=264.0.0&type=5" title="To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.">Apple Messages for Business</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5" title="Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.">LINE</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_facebook_parent.htm&release=264.0.0&type=5" title="To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links.">Facebook Messenger</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_setup_sms_channels.htm&release=264.0.0&type=5" title="Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging.">SMS</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_t4j_lff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_t4j_lff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Connect"></span> </p> <p><strong>Connect a Messaging or CCaaS Service</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&release=264.0.0&type=5" title="Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.">Set Up Partner Messaging</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&release=264.0.0&type=5" title="Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce.">Set Up Partner Contact Center Messaging</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&release=264.0.0&type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.">Considerations and Limitations</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_fqt_mff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_fqt_mff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="Agent"></span> </p> <p><strong>Design the Service Rep Experience</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5" title="Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.">Add Messaging to the Service Console</a> </p> <p><em>Video:</em> <a href="https://salesforce.vidyard.com/watch/XS7tfQaqAdtDYQkht5y9ty" target="_blank">Help Customers in Enhanced Messaging Channels</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&language=en_US" target="_blank">Standardize Responses with Quick Text</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&language=en_US" target="_blank">Show Agents and Supervisors Mid-Conversation Summaries</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers in the Service Console</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_messaging.htm&language=en_US" target="_blank">Message in the Salesforce Mobile App</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_zh3_4ff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_zh3_4ff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_audience_2.png" alt="Users"></span> </p> <p><strong>Customize Your Channels</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Messaging Channel Settings</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize Auto-Responses in Messaging Channels</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications.htm&release=264.0.0&type=5" title="Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging.">Set Up Automated Notifications in Messaging</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a></p> <p style="margin-bottom:0;"><em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging" target="_blank">Upgrading to Enhanced Messaging</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_dbj_pff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_dbj_pff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_develop_2.png" alt="Gears"></span> </p> <p><strong>Extend Messaging with Automation</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US" target="_blank">Connect an Agentforce Service Agent</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5" title="To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.">Using Enhanced Bots in Messaging Channels</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging Sessions</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_us5_pff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_us5_pff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Connect"></span> </p> <p><strong>Privacy and Ethics in Messaging</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5" title="Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.">Protect Customer Data and Privacy in Messaging</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">Customize the Messaging Opt-In and Opt-Out Experience</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&language=en_US" target="_blank">Block Sensitive Data in Messaging Sessions</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&language=en_US" target="_blank">Accessing Messaging and Voice Conversation Data</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_intro__image_tm1_sff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_tm1_sff_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_end_1.png" alt="Code"></span> </p> <p><strong>Messaging for Developers</strong> </p> <p dir="ltr"><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a> </p> <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-in-app/overview" target="_blank">Enhanced In-App Chat Developer Guide</a> </p> <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-api/overview" target="_blank">Enhanced Web Chat Developer Guide</a> </p> <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-in-app/overview" target="_blank">Enhanced Chat API Developer Guide</a> </p> <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-partner/overview" target="_blank">Partner Messaging Developer Guide</a> </p> <p style="margin-bottom:0;" dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/overview" target="_blank">Partner Contact Center Messaging Developer Guide</a> </p> </td> </tr> </tbody> </table> <!-- document id=ab297a586ea00d5f138c2b5167f2ff1f9e731ede2887945dbe4fd9122819aaba url=/admin/current/en-us/service/264-0-0/omnichannel_agent_support.md --> # Provide Customer Support for Real-Time Channels with Omni-Channel Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Support Customers Using the Omni-Channel Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&release=264.0.0&type=5)** To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available. - **[Get Help from a Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_get_help_from_supervisor.htm&release=264.0.0&type=5)** While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer. - **[Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&release=264.0.0&type=5)** Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only. - **[Manage Your Omni-Channel Work While On the Go](https://help.salesforce.com/s/articleView?id=service.omnichannel_manage_work_on_the_go.htm&release=264.0.0&type=5)** With Omni Inbox in Salesforce Mobile, work from anywhere using your mobile device. #### See Also - [Help Customers on the Phone](https://help.salesforce.com/articleView?id=voice_agents_call_controls.htm&language=en_US) - [Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&language=en_US) - [Transfer a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&language=en_US) - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US&type=5) <!-- document id=3e8175a1051dcc0ae305d956370f3b5004927a2c0eae5a580eb655455710ca31 url=/admin/current/en-us/service/264-0-0/support_ethics.md --> # Provide Ethical and Human-Centric Customer Service Honor the privacy and preferences of your customers and service reps by taking a human-centric approach to customer service. Learn five principles that you can follow to deliver ethical customer service with Salesforce. ## Center Human Experiences For service reps, this means focusing on contact center technology use cases that help them find, generate, and capture information, but that don’t get in the way of what the service reps do best: creating positive customer interactions. For customers, it means understanding that many of them still seek human interactions, so don’t force them through challenging bot flows without an easy way to reach a live human. For example, let your best service reps stress-test your automation and self-service flows: they know better than anyone what’s likely to break or succeed! ## Build Trust with Transparency Give supervisors the right tools to monitor and measure productivity, without robbing service reps of flexibility and autonomy. Be clear about when reps are being tracked, and why. Clearly communicate when customers are interacting with a bot, and be explicit about interactions—whether with bot or human—that are being recorded. This means never leading customers to believe they’re chatting with a human if they’re really chatting with a bot. On the service rep side, if you’re monitoring an interaction, provide feedback about the call shortly after it ends to show reps the value of monitoring. ## Evolve KPIs to Fit the Moment Avoid over-reliance on metrics that may not be appropriate for a remote setting or don't tell the complete story of an interaction. Routinely evaluate what you measure and why. Build new metrics that include service rep perspectives and help them grow their proficiency and product expertise. For example, consider measuring the impact of a positive service rep interaction on customer lifetime value (CLV) and loyalty. And, recognize that as automation increases, the calls making it to a service rep are likely to be more complicated, so consider reducing reliance on average handle time (AHT). ## Train Intentionally Develop a training program that considers the difficulty of virtual learning and the loss of side-by-side shadowing. Find ways to give new remote service reps confidence to handle difficult situations. Use workforce management tools to provide upskilling opportunities and positive feedback throughout a shift. If you’re already using call monitoring, for example, you might use the same tool to help junior reps virtually shadow more senior ones. Likewise, use badging and certifications to help support reps upskill, and make sure you intentionally carve out time for them to complete bite-sized training modules. ## Protect Personal Data at the Source Implement training and technical guardrails to protect sensitive personal information collected in service interactions. Use data classification to limit how personal data gathered in a service context is used for other purposes, like marketing. Regularly remind remote service reps to protect data by securing their devices. Limit access to data—including employee data—to only those who need it, and if your organization uses video chat or visual monitoring, be sure remote reps don’t leave sensitive personal information visible. Finally, honor customers’ requests to delete their data. ## Learn More About Ethical Customer Service For help with transparent data management, human-centric customer communication, and other elements of ethical customer service, check out this documentation. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:35%"> <col style="width:65%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d177423e105">Service Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d177423e108">Resources</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">General</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=xcloud.data_portability_service.htm&type=5&language=en_US" target="_blank">Data Access and Export for Service</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Messaging</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&type=5&language=en_US" target="_blank">Protect Customer Data and Privacy in Messaging</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_delete_data.htm&type=5&language=en_US" target="_blank">Delete Messaging Customer Data</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&type=5&language=en_US" target="_blank">Block Sensitive Data in Messaging Sessions and Voice Calls</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&type=5&language=en_US" target="_blank">Customize the Messaging Opt-In and Opt-Out Experience</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&type=5&language=en_US" target="_blank">Create and Send Secure Forms in Messaging Sessions</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US" target="_blank">Accessing Messaging and Voice Conversation Data</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Chat</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.live_agent_set_privacy.htm&type=5&language=en_US" target="_blank">Set Privacy Options for Chat Users</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.live_agent_block_sensitive_data.htm&type=5&language=en_US" target="_blank">Block Sensitive Data in Chats</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Salesforce Voice</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&type=5&language=en_US" target="_blank">Delete Voice Call Customer Data</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.voice_agents_record_calls.htm&language=en_US" target="_blank">Pause Call Recording to Honor Customer Privacy</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_control_call_recording.htm&type=5&language=en_US" target="_blank">Let Reps Pause and Resume Voice Call Recordings</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US" target="_blank">Accessing Messaging and Voice Conversation Data</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Einstein Bots</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_compliance.htm&type=5&language=en_US" target="_blank">Learn About Einstein Bots Compliance</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_bias.htm&type=5&language=en_US" target="_blank">Reduce Bias in Einstein Bots</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_data.htm&type=5&language=en_US" target="_blank">Einstein Bots and Your Data</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&type=5&language=en_US" target="_blank">Using Enhanced Bots in Messaging Channels</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Feedback Management</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=xcloud.concept_survey_platform_encryption.htm&type=5&language=en_US" target="_blank">Encrypt Survey Fields</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Service Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e105 ">Field Service</td> <td data-label="Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d177423e108 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_control_what_customers_see.htm&type=5&language=en_US" target="_blank">Manage What Customers See About Field Service Mobile Workers</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_security.htm&type=5&language=en_US" target="_blank">Field Service Mobile Security</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking_exclude.htm&type=5&language=en_US" target="_blank">Exclude Specific Mobile Workers From Location Tracking</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_rtl_masked.htm&type=5&language=en_US" target="_blank">Set Up Masked Phone Calls for Real-Time Location</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_parent.htm&type=5&language=en_US" target="_blank">Set Up Field Service Appointment Assistant</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking_aa.htm&type=5&language=en_US" target="_blank">Limit Mobile Workers’ Location Tracking for Appointment Assistant</a> </li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. #### See Also - [Salesforce Compliance](https://compliance.salesforce.com/en) - [_Trailhead:_ Data Privacy](https://trailhead.salesforce.com/content/learn/modules/data-privacy) - [_Trailhead:_ European Union Privacy Law Basics](https://trailhead.salesforce.com/content/learn/modules/european-union-privacy-law-basics) - [_Trailhead:_ Data Fundamentals for AI](https://trailhead.salesforce.com/content/learn/modules/data-fundamentals-for-ai) - [_Trailhead:_ Ethical Data Use in Personalization](https://trailhead.salesforce.com/content/learn/modules/ethical-use-of-data-in-personalization) - [_Trailhead:_ Ethics by Design](https://trailhead.salesforce.com/content/learn/modules/ethics-by-design) <!-- document id=68dda18a7426529f2a4ff486450f5e93bbbfd40c30e7ba500635d00da65df137 url=/admin/current/en-us/service/264-0-0/mfs_beta_feedback.md --> # Provide Feedback on Beta Releases of the Field Service Mobile App You can provide feedback on beta releases of the Field Service mobile app at any time, through a number of channels. Feedback helps our customer support and engineering teams improve your experience with Field Service by better understanding your experiences with the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## TestFlight If the app crashes while you’re testing a beta build in iOS, an alert asks if you want to send crash details through TestFlight. When the crash alert displays, click **Share**, add any comments about the crash, and then submit the crash details. To provide generic feedback via the TestFlight application, click **Send Beta Feedback**. ## Application Settings - Android: To provide feedback via the application settings on Android, go to Profile and then, under Settings, select **Provide Feedback**. - iOS: To provide feedback via the application settings on iOS, go to Profile, then under Settings, select **Report an Issue**. ## Support Contact [Salesforce Customer Support](https://help.salesforce.com/s/articleView?id=000384365&type=1&language=en_US) if you have issues with beta testing. ## Trailblazer Community Post feedback, questions, and comments to the [Field Service Mobile Application Trailblazer Community](https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000GwNL?tab=discussion&sort=LAST_MODIFIED_DATE_DESC). We pay close attention to Trailblazer discussions to catch recurring issues and discover areas where we can improve the app. <!-- document id=f078a146002715d6134afebce487e455fbb3c26127602de94f682258a3909f82 url=/admin/current/en-us/service/264-0-0/support_help_center.md --> # Provide Self-Service in a Help Center Publish a help center of knowledge articles that your customers can browse for answers. For complicated issues, they can use a web form to submit a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Help Center creates a self-service channel without the extra management of an Experience Cloud site and user profiles. If you’re interested in creating a self-service page that includes more advanced functionality, see the Experience Cloud sites documentation. To set up a new help center, use the guided setup flow. The setup flow builds your help center—you give it a name and URL, create article topics, select article authors, and create a contact form. At the end of the flow, you can opt to set up other features or access helpful setup topics. When you're done, you can preview your help center with co-workers before it goes live. If you used the [Service Setup Assistant](https://help.salesforce.com/articleView?id=service.console_lex_service_setup.htm&type=5&language=en_US) to create your Service app, the Assistant creates a help center for you; just add knowledge articles and publish it. For Essentials customers, go to **Setup** | **Help Center**, then click **New**. For customers with other editions, head over to Service Setup. Under Recommended Setup, click **View All** and locate the Help Center Setup tile. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Setup and Service Setup Assistant aren't available in orgs created in Spring '26 or later. - **[Set Up Help Center with a Guided Setup Flow](https://help.salesforce.com/s/articleView?id=service.help_center_setup_flow.htm&release=264.0.0&type=5)** Create a self-service help center in minutes with a quick guided setup flow. Name your help center and give it a URL. Select article topics and article authors. Create a contact form so customers can contact you if their questions aren’t answered. <!-- document id=e4035c0e71c0171984821c9a7d313a5b59170f5c58cff4316e11cfdff8e00580 url=/admin/current/en-us/service/264-0-0/support_communities.md --> # Provide Self-Service in an Experience Cloud Site Create an Experience Cloud site where customers can browse articles, collaborate with each other, and if needed, request a follow-up from your support team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up a new site, head over to Service Setup. From the Service Setup home page, click **Get Started** under the Experience Builder Site Setup tile. Service Setup isn't available in orgs created in Spring '26 or later. The setup flow builds your site with the Customer Service template. In the setup flow, you name your site, create the URL, add navigational and featured topics, and assign articles to topics. At the end of the flow, you can opt to set up other features or access helpful setup topics. When you're done, you can preview your site with co-workers before it goes live. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Set up Lightning Knowledge before going through the Experience Builder Site Setup flow. If Knowledge isn't enabled before you start the Experience Builder site setup, the flow doesn't create data categories. After you create a site, you can customize it with branding and components in the Experience Workspaces. - **[Let Customers Create Contact Requests](https://help.salesforce.com/s/articleView?id=service.contact_request.htm&release=264.0.0&type=5)** Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console. - **[Add a Channel Menu to Your Site](https://help.salesforce.com/s/articleView?id=service.embedded_chat_channel_menu.htm&release=264.0.0&type=5)** Add a menu of communication options to your website or Experience Builder site so customers can choose how they contact you. For example, show a menu with four options: Chat, WhatsApp, Text, and Call. Inquiries sent via the channel menu are routed to your support team according to your routing preferences. #### See Also - [Experience Cloud](https://help.salesforce.com/articleView?id=networks_overview.htm&language=en_US) <!-- document id=c68b5d7d58c7ac105855f73b1bcc75be7c9aa1aef2af970173ff7a1954c99e9b url=/admin/current/en-us/service/264-0-0/customize_casecapture.md --> # Provide Web Forms with Web-to-Case Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> Setting up a web form works this way. - Step 1: Set your case submission preferences in Setup. - Step 2: Decide which case fields to include in your form—for example, Contact Name, Phone, or a custom field. - Step 3: Using a tool in Setup, generate the form in HTML. - Step 4: Add the HTML to your website to make the form visible to customers. When a customer submits the form, they receive an automatic email letting them know you’ve received their request. You can use a template to customize the text of this email. At the same time, a case is created in your org to track the request. Whenever possible, the case is automatically linked to the relevant contact and account based on the customer’s email address. With a Web-to-Case form, you can generate up to 5,000 cases per day, or more if you request a higher limit. That’s 5,000 fewer calls to your support team! You can also add reCAPTCHA v2 to your web form to filter out spam cases. Note that Web-to-Case doesn’t support attachments or rich text fields. - **[Supported Editions for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce editions and user interfaces that support Web-to-Case. - **[Prepare for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case_prereqs.htm&release=264.0.0&type=5)** Before setting up your web form with Web-to-Case, complete these steps. - **[Turn On and Customize Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5)** Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website. - **[Default Salesforce Go Settings for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_default_settings.htm&release=264.0.0&type=5)** To quickly start using Web-to-Case, we recommend turning it on in Salesforce Go. When you do that, these settings become active. - **[Generate and Test Your Web-to-Case Form](https://help.salesforce.com/s/articleView?id=service.web_to_case_html.htm&release=264.0.0&type=5)** Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created. - **[Prevent Spam Cases with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_enable_recaptcha.htm&release=264.0.0&type=5)** We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case. - **[Web-to-Case Guidelines and Limits](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_notes.htm&release=264.0.0&type=5)** Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues. <!-- document id=7041bb592734138dc866ce4bae77578b0dc9a3554f3069d1f6ccfdc18c3ec312 url=/admin/current/en-us/service/264-0-0/afcc_sv_procure_number.md --> # Provision a New Phone Number in Salesforce Voice Claim a number to make and receive calls from the Agentforce Contact Center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114187e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114187e70 ">To provision a phone number</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114187e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission sets.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> To provision a number, you can either use the one-time setup from Salesforce Go that creates a basic contact center or follow the instructions here. You can provision up to four numbers in the sandbox org. You can’t move a number that you provisioned in the sandbox org to your production org. 1. Contact your Account Executive to purchase the appropriate number lease entitlement from Salesforce for each number type that you want to provision–10-digit long code (10DLC) or toll-free number. After you purchase the required entitlement and it’s provisioned in your Salesforce org, proceed with the next step. 2. From Setup, use Quick Find to go to **Communication Channels**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Stay on the Communication Channels node till you complete the workflow to procure a new number. At any point during the process, if you navigate to another node in Setup, your new number won’t show up correctly after you procure it. 3. Click **New Number**. 4. Select a country and number type, and then click **Next**. 5. To search for available numbers, enter an area code or prefix and click **Search**. 6. Select a number, and click **Next**. 7. Review your selection and click **Finish**. Your number is queued for provisioning and is in the Provisioning status. To see the latest status, click the refresh icon. After your number is successfully provisioned, you receive a confirmation email. The number is ready to be used, when its status is Live. After the number status is live, use it to [create a PSTN channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5 "Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number."). A [number procured from the Agentforce Voice Setup page](https://help.salesforce.com/s/articleView?id=ai.telephony_procure_phone_number.htm&language=en_US&type=5) won’t work to create a voice channel in the native contact center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note After you provision a number, you can't release it. If two users provision the same number at the same time, the number is allocated to the user whose request came through first in the system. <!-- document id=d5b8087777ec201024773d20740113d26af1054fc71ff1739ea33c6a534b25c8 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_prvsn_vm.md --> # Provision a Virtual Machine Deploy this template to provide employees with a standardized way to make requests for provisioning a new virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Location: The Azure region where the virtual machine will be provisioned. - VM Size: The specific virtual machine size required. - VM Image Publisher: The publisher of the software image used to create the virtual machine. - VM Image Offer: The specific image offer for the virtual machine. - VM Image SKU: The specific SKU version of the selected image. - VM Name: The unique name assigned to the new virtual machine. - Virtual Network Name: The name of the virtual network to which the virtual machine will be connected. - Subnet Name: The specific subnet within the virtual network for the virtual machine. - Network Interface Name: The name of the network interface used by the virtual machine. - Admin Username: The username for the admin account on the virtual machine. - Admin Password: The secure password for the admin account. - Business Justification: A brief explanation of why the new virtual machine is required. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Azure in the fulfillment flow. To use this integration, ensure your Microsoft Azure credentials are configured. To learn more about this third-party connector, see [Microsoft Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=a7d258e5c656bab1ca3eeab28845854d43903619cd19bb594273b62c87bff73a url=/admin/current/en-us/service/264-0-0/afcc_sv_whatsapp_channel.md --> # Provision a WhatsApp Voice Channel Engage with customers over WhatsApp by provisioning a WhatsApp voice channel. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d105808e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">To set up WhatsApp messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">Configure Messaging AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d105808e67 ">To create WhatsApp messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">System Administrator AND Configure Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">OR</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">To provision WhatsApp voice channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> Before you set up a WhatsApp voice channel, make sure you have an active WhatsApp messaging channel. To create and activate a new WhatsApp messaging channel, follow [these instructions](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&type=5&language=en_US). 1. From Setup, use Quick Find to go to **Communication Channels**. 2. From **All Channels**, click your enhanced WhatsApp messaging channel, then click **Get Started** on the banner. 3. Enter a name for the channel and select the routing type. 4. Click **Next**. 5. Optionally, [set up call escalation](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5 "Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel.") from the WhatsApp messaging channel to your WhatsApp voice channel and click **Finish**. 6. If you’ve completed customizing your channel settings, click **Activate Voice**. 7. After the WhatsApp voice channel is created, it appears in the All Channels tab. 8. To modify the WhatsApp voice channel settings, from the All Channels tab, click the WhatsApp voice channel to open it. 9. Go to the **Call Settings** section and make your changes. <!-- document id=89268eb15e3f8a16eb32769ac44bf5f19b8b2a6c9a9adc69dfa838b7a2a514c6 url=/admin/current/en-us/service/264-0-0/es_ap_provision_alumni_and_auto_create_user_records.md --> # Provision Alumni with Required Profiles and Auto-Create User Records Bulk provision alumni by assigning them the required profiles and permissions. Automatically create user records for new alumni entries in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d105983e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105983e55 ">To perform provisioning and auto-create users in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105983e55 "> <p style="margin-bottom:0;">Salesforce Administrator and Customer Community Plus Login User profiles along with the Employee Management user permission.</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Alumni User Settings, and then select **Alumni User Settings**. 2. Provide values for Profile, Email Encoding, Domain Name, and Permission Set or Permission Set Group. Select Alumni Community User in the Profile field, and select Alumni Portal Community User in the Permission Set or Permission Set Group field. Both Profile and Email Encoding are required fields. 3. Go to the Alumni Users Creation section, and turn on Alumni Users Auto-Creation to automatically create users for new alumni entries in Salesforce. <!-- document id=149e1f26acd88292ae62030ba2e3f5f9073cf6c62b10a9044a53cb4078bb20c6 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_provisioning.md --> # Provision CMDB and Service Graph for IT Services Provision CMDB and Servicegraph to create the required CMDB environment and prepare your org for configuration. Provisioning creates a dedicated CMDB tenant and enables the required licenses, and services. Complete provisioning before configuring CMDB in Salesforce Go. Manual provisioning gives visibility into provisioning status and provides a clear recovery path if a previous attempt failed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71807e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71807e72 ">To provision CMDB:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71807e72 ">View Setup and Configuration</td> </tr> </tbody> </table> Provisioning creates the CMDB tenant required for setup. Until provisioning completes, CMDB configuration and related features remain unavailable. Provisioning runs in the background and you can leave the page while the job runs. The page shows the current Provisioning Status and the stages of the job: - Licenses Applied - CMDB Services Enabled If provisioning fails at any stage, the status shows Failed. You can rerun the provisioning job from this page. 1. From Setup, enter CMDB in the Quick Find box. 2. Select **CMDB and Service Graph** in Feature Settings. 3. Review the Provisioning Status section. 4. If the status is Not Provisioned or Failed, click **Provision CMDB**. 5. Wait until the status changes to Provisioned. Provisioning can take a few minutes. You can leave the page while the job runs. When the status shows Provisioned, the details are populated in the Provisioning Activity section. ![Provisioned status for CMDB tenant](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_provisioning.png) You can then click **Configure CMDB using Salesforce Go** to complete the CMDB setup. In Salesforce Go, you can turn on the CMDB feature, discovery options, and configure data population rules. Provisioning prepares the environment. Salesforce Go configures how your CMDB works. For more information, see [Set Up CMDB Using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&release=264.0.0&type=5 "Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows."). <!-- document id=69503d78ebb97089caeb081e1eaff7db24b3f26990f70226643f5feba198f0ea url=/admin/current/en-us/service/264-0-0/hr_svc_pvsn_usr_rec_custm_integ.md --> # Provision User Records for Custom Integrations Learn how to import employee data with a custom integration, configure user provisioning, and manage large datasets while avoiding duplicate records and platform limits. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The following table shows who is responsible for each step in the process. User Provisioning Workflow Roles | **Action** | **Performed By** | **What to Do** | | --- | --- | --- | | Import Your Data | Developer | Build the ingestion workflow and import data in this order: Person Account → Contact → Employee2. | | Configure Employee User Settings | Admin | Set default profiles, email encoding, employee status, and permission sets. | | Manage Large Datasets | Admin and Developer | Coordinate bulk imports and background provisioning for 2,000+ records. | | Monitor the Provisioning Process | Admin | Review provisioning jobs and resolve failed records. | ## How to Import Your Data The Employee2 object requires programmatic insertion through APIs or Apex. Work with your developer to ensure your custom workflow follows this specific order: 1. Create Person Accounts: First, upload your employee data as Person Accounts. This automatically creates a linked Contact record. 2. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Data Import Wizard doesn’t support Employee2. Employee records must be created programmatically using APIs or Apex. Create Employee Records: Use Apex or Salesforce APIs through your custom integration to create employee records, and link each record to the contact created in the previous step. 3. User Provisioning: Once records are uploaded, the system links or creates User records based on your Employee User Settings. ## Configure Employee User Settings Define the default values that the system applies to all new users before the integration begins. 1. From Setup, enter Employee User Settings in the Quick Find box and select **Employee User Settings**. 2. Set the following mandatory fields: - Profile: Select the default profile for new users. - Email Encoding: Select the email encoding (for example, UTF-8). - Employee Status: Select the status that triggers user provisioning. - Permission Set: (Mandatory for Unified Employees) Select the permission set to be assigned. 3. In the User Provisioning section, click **Run User Provisioning**. 4. Click **Run** in the confirmation window. 5. When Employee records are created or updated to the provisioning status, Salesforce automatically runs the user provisioning job. To manually run provisioning again (for example, to retry failed records): 1. In the User Provisioning section, click **Run User Provisioning**. 2. In the confirmation window, click **Run**. ## Manage Large Datasets For organizations with many employees, using the list view to sync records is inefficient because of the 200-item selection limit. Additionally, automatic user creation is limited to 2,000 records per transaction. In these cases, use the background user provisioning process. After your custom workflow bulk-imports employee data through the API, click Run User Provisioning in Employee User Settings. This ensures Salesforce processes any remaining records in the background without hitting platform limits. ## Monitor the Provisioning Process Track the progress of user creation whether it was triggered through the API or the manual Run User Provisioning button. The user provisioning process can take some time depending on the number of unprovisioned employee records. You’re free to move on to other tasks while waiting for the process to finish. To check the status, click **View Processes** in the Employee User Settings. You can monitor active progress or review finished processes to see success counts. If errors occur, the log provides direct links to the affected employee records for troubleshooting. <!-- document id=58ad2b90f779aa1cee3a22fe53cc31296d9354297712710a8fc162d814bb2f97 url=/admin/current/en-us/service/264-0-0/es_provision_users_and_auto_create_user_records.md --> # Provision Users with Required Profiles and Auto-Create User Records Bulk provision all imported employees by assigning them the required profiles and permissions. After you complete the initial provisioning process, automatically create user records for new employee entries in Salesforce without rerunning the provisioning. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d153923e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d153923e55 ">To perform provisioning and auto-create users in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d153923e55 "> <p style="margin-bottom:0;">Salesforce Administrator and Customer Community Plus Login User profiles along with the Employee Management user permission.</p> </td> </tr> </tbody> </table> Before you provision users and auto-create user records, you [must import employees from Workday](https://help.salesforce.com/s/articleView?id=service.es_import_employee_from_workday.htm&release=264.0.0&type=5 "To import employee details from Workday to Salesforce, enable the integration feature to establish a connection between the two platforms."). 1. From Setup, in the Quick Find box, enter Employee User Settings, and then select **Employee User Settings**. 2. Provide values for Profile, Email Encoding, Domain Name, and Permission Set. Select a profile value based on the Customer Community Plus User license. Both Profile and Email Encoding are required fields. 3. In the User Provisioning section, under Create user Records for Employee Records, click **Run User Provisioning**. 4. To check the progress of the provisioning processes, click **View Processes**. 5. After initial user provisioning is complete, go to the User Creation and Data Synchronization section, and turn on Auto-create users to automatically create users for new employee entries in Salesforce. Don’t turn on Auto-create users until the initial user provisioning is completed. <!-- document id=f00c3764e144d2811b18a4e8123966adc30ac6758fd68a9b4deb34dff911e884 url=/admin/current/en-us/service/264-0-0/vaccine_comm_cen_cap.md --> # Public Health Command Center and Notifications Capabilities Command Center provides a view into the health status of communities, current inventory levels, and forecasts of potential vaccine needs. Curate accurate education and outreach campaigns to rapidly communicate with providers and people. Automate recurring communications to reduce the staff burden. ## PROVIDE VACCINE INFORMATION & UPDATES Enable clinicians to access relevant information regarding vaccination education, vaccination strategy, distribution, updates, and reporting. Technical Capability Consider Salesforce Knowledge for internal and community users Might require integration with a third-party content management system (CMS). Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e71">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e74">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e71 "> <ul> <li>Health Cloud</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e74 "> <ul> <li>Knowledge</li> </ul> </td> </tr> </tbody> </table> ## VACCINE INFORMATION FOR COMMUNITY OR PUBLIC Communicate key information around available vaccines, where to go for vaccination, and other relevant details for community members. Technical Capability You can use Experience Cloud and a knowledge base to publish content. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e153">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e156">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e153 "> <ul> <li>Health Cloud</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e156 "> <ul> <li>Knowledge</li> </ul> </td> </tr> </tbody> </table> ## VACCINE RECALL AND REMINDERS Communicate vaccine recalls and reminders to patient cohorts based on filters such as vaccine batch or lot number. The COVID-19 vaccines being released require two administrations for optimal efficacy. Increasing outcomes through an effective reminder strategy is a key design consideration. Variations Departments of public health need communication from manufacturers if they’ve been allocating vaccines. Providers need this information in real time and any instructions for how to manage and coordinate when their patients are impacted. Consumers require notification. Technical Capability Consider how primary care electronic health records (EHR) and other clinical systems are integrated. Use the EHR vaccination protocol and EHR immunization data model to support this requirement. Use lot or batch numbers to identify patients that require a recall communication. Use SMS messaging and Marketing Cloud Engagement journeys to communicate with patients. Without Marketing Cloud Engagement, other applications such as Twilio and custom batch automation might be required to deliver reminders and recall notifications. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e253">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e256">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e253 "> <ul> <li>Health Cloud</li> <li>Marketing Cloud Engagement</li> <li>MuleSoft</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e256 "> <ul> <li>Social Studio</li> <li>Email and Audience Studio</li> <li>MuleSoft HL7/FhiR adaptors</li> </ul> </td> </tr> </tbody> </table> ## MESSAGING VIA ALERTS Enable citizens and providers to sign up for email alerts and SMS messaging alerts. Technical Capability Use the digital engagement platform for SMS messaging and templates or journeys in Marketing Cloud Engagement. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e344">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e347">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e344 "> <ul> <li>Health Cloud</li> <li>Marketing Cloud Engagement</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e347 "> <ul> <li>Social Studio</li> </ul> </td> </tr> </tbody> </table> ## PUBLIC REGISTRATION AND OUTREACH CAMPAIGNS Conduct marketing campaigns to promote and educate target patient cohorts as to the availability of the vaccine. Analyze and measure cohort prioritization for outcomes and uptake. Technical Capability Consider use of Care Programs associated with campaigns Consider campaigns for simple campaign management. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e429">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e432">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e429 "> <ul> <li>Health Cloud</li> <li>Marketing Cloud Engagement</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e432 "> <ul> <li>Care Programs</li> <li>Social Studio or Email Studio</li> </ul> </td> </tr> </tbody> </table> ## POPULATION PRIORITIZATION AND ALLOCATION Enable health authorities and equivalent entities to analyze and identify priority population groups so that communication strategies and resources (facilities staff, stock, and more) are managed accordingly. Technical Capability Consider leveraging Health Cloud capabilities to capture key data elements relating to patients including clinical assessments and related considerations and flows. Consider Tableau and Salesforce Maps for data visualization. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e518">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e521">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e518 "> <ul> <li>CRM Analytics</li> <li>Health Cloud</li> <li>Tableau</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e521 "> <ul> <li>Social Determinants</li> <li>Tableau</li> <li>Einstein</li> </ul> </td> </tr> </tbody> </table> ## COMMUNITY HEALTH STATUS MONITORING Ability to monitor people who have taken vaccinations and their outcomes, the ability to monitor people who have been tested and their outcomes, and the ability to monitor overall outcomes. Variations All stakeholders might be interested in outcomes: clinicians, departments of public health, private entities, and manufacturers. The primary consumers, however, are departments of public health for data collection and monitoring from which to make information publicly available. Technical Capability Health Cloud and Work.com, surveys and CRM Analytics for Health Cloud, or Work.com. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e618">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e621">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e618 "> <ul> <li>Health Cloud</li> <li>Work.com</li> <li>CRM Analytics for Health Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e621 "> <ul> <li>CRM Analytics for Health Cloud or Work.com</li> <li>Work.com Command Center</li> <li>Surveys</li> </ul> </td> </tr> </tbody> </table> ## TESTING AND VACCINATION SITE MANAGEMENT Ability to catalog the capabilities of testing and vaccination sites, including locations, capacity, staff numbers, skills, and facility capability, such as an on-site laboratory. Variations Providers or pharmacies might need the ability to communicate and raise awareness that they’re offering vaccinations, and they may need to register. Departments of public health need to understand all the sites, especially if they’re centrally managing the vaccine supply allocations and communications. Technical Capability Consider using the Provider Data Model in Health Cloud. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e718">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e721">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e718 "> <ul> <li>Health Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e721 "> <ul> <li>Provider Data Model and Provider Search</li> </ul> </td> </tr> </tbody> </table> ## VACCINATION INTELLIGENCE & ANALYTICS Ability to analyze vaccination administration and outcomes data. This covers outcomes by location and social-economic data. Technical Capability Consider CRM Analytics for population visualization. Consider Tableau and Salesforce Maps for data visualization. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e800">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11126e803">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e800 "> <ul> <li>Einstein</li> <li>Tableau</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d11126e803 "> <ul> <li>Tableau</li> <li>Einstein</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") <!-- document id=049609f8ac331a872614eb1bad4d8893a4baf5adb8c26b5471967abefd497ce5 url=/admin/current/en-us/service/264-0-0/mfs_builder_config_publish.md --> # Publish a Configuration for the Field Service Mobile App Give users access to your customized tabs in the Field Service mobile app. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53539e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53539e41 ">For admins to create and manage email templates and content in a builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53539e41 ">Customize application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53539e41 ">For mobile app users to customize using App Setup menu options:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53539e41 ">Custom applications for Field Service mobile</td> </tr> </tbody> </table> 1. From the Mobile App Builder status bar, click **Publish**. The Publish button is available when the configuration is in a draft state (if it has never been published or when changes occurred since the last publish date). 2. Select the profiles that can view your app configuration. 3. If no conflicts exist, click **Assign**. 4. If conflicts exist, click **Next**. 5. Review the assignment changes you’re about to make. Take one of these actions. - Confirm that you want to override the current assignments and click **Override & Publish**. - To change the selected assignments, click **Cancel & Back**. <!-- document id=1e381fcdf7d6581b5a22a54c758474a306c049b6cd9dcaf06f980f646460a367 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_publish_policy.md --> # Publish and Activate IT Compliance Policies and Clauses Finalize your IT governance standards by publishing and activating policy versions and clause versions. Activating a policy version with its underlying clauses ensures that the latest standards are available for audits and employee review. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d13840e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13840e74 ">To modify Policy records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13840e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> To ensure a consistent audit trail, the system enforces these validations. - All mapped clause versions must be published before you publish the parent policy version. - All mapped clause versions must be activated before you activate the parent policy version. - Only one version of a specific clause or policy can be Active at a time. - Activating a new version automatically retires the previous version. 1. From the App Launcher, find and select **IT Compliance**. 2. Open the Compliance Policy Version or Compliance Policy Clause Version you want to update. 3. To move a record from **Draft** to a finalized state, change the **Status** field to **Published**. For more details on publishing policy and clause versions, transitioning records to the Published state, and resolving versioning conflicts, see [Publish a Compliance Policy Version and a Compliance Policy Clause Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_publish_compliance_policy_version.htm&type=5&language=en_US). 4. To make a published record the current version, change the **Status** to **Active**. For more details on resolving versioning conflicts during activation, see [Activate a Published Compliance Policy Version](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_activate_published_compliance_policy_version.htm&type=5&language=en_US). <!-- document id=bdde41d050e1708a86e5af05f8a148d2b1441ecdc9f22b99c8d3d8f2a3629f14 url=/admin/current/en-us/service/264-0-0/knowledge_article_publish.md --> # Publish Articles and Translations Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can publish an article or translation from the Article Management tab or the article’s or translation’s detail page. To publish in Classic Knowledge, you need the publish permission on an article's article type and the “Publish Articles” or “Publish Translated Articles” article action to publish an article or translation. To publish in Lightning Knowledge, you need the associated User Profile perms. When publishing articles keep the following in mind. - You can choose to publish directly or schedule publishing for a future date and, optionally, time. Articles you scheduled for publication later continue to appear in the Draft Articles filter, now with the pending icon (an orange clock) next to the article title in Salesforce Classic. To see the publication date, hover over the icon. The pending icon isn’t available in Lightning Experience. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To cancel a scheduled publication, click **Cancel Publication** on the article or translation detail or edit page. - Publication times occur in 15-minute intervals, therefore we cannot guarantee publication will match the exact time you specify. - A scheduled article’s pending icon isn’t supported for list views. - The pending icon is shown only in Salesforce Classic’s Article Management tab. - The **Cancel Publication** button isn’t available from a draft article in Lightning Experience. - An article in an approval process might be sent to a queue to be published even if it is scheduled to publish immediately. This happens when the article is very large, there are many active languages, or there are many other articles to publish at that time. To mitigate performance issues, the article is sent to a queue until it can be published successfully, usually within minutes. Also, note that the Last Modified By field shows **Automated Process** as the last user to modify the article. - If the draft being published is a working copy of a currently published article, it is published as a new version of the original. - For articles and translations that have already been published, select the Flag as new version checkbox to make the new article icon display next to your article in the selected channels. Readers from these channels can see that this article has been modified since the last time they’ve read it. This checkbox is not available when you publish an article for the first time, as the icon displays by default for new articles. - If you assign an article that is scheduled for publication, you also cancel the scheduled publication. - Scheduling a publication removes any assignment information. The user who scheduled the publication is assigned to the article. - Conflicts might occur when different support rep perform actions on the same articles simultaneously. Depending on who performs the action first, the articles will not be available for subsequent users though the articles still display momentarily in the articles list. Performing an action on these articles results in a conflict error. - If you have the “Publish Articles” article action and an approval process is set up for an article, you see both **Publish...** and **Submit for Approval** buttons. Publishing Actions Available in Translated Articles | Action | Translated Article Version Where Action is Exposed | | --- | --- | | Assign | Draft Primary, Draft Translation | | Submit for Translation | Draft Primary, Published Primary | | Publish | Draft Primary, Draft Translation | | Archive | Published Primary | | Edit | Draft Primary, Draft Translation | | Edit as Draft | Published Primary | | Delete | Draft Primary, Draft Translation | | Change Record Type | Draft Primary | | Submit for Approval | Draft Primary | #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=9a142891e33cdca9700de7db4617dfb9eee24b77a6f0d648b44676cbb9e71c8e url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_publish_feature_usage_events.md --> # Publish Feature Usage Events to Data 360 To send feature usage events to Data 360 from apps set up to send these events, turn on Feature Adoption Analytics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d98031e60">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98031e60 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98031e60 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set</p> </td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98031e60 ">To install the Service AI Adoption and Analytics app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98031e60 ">Service AI Unified Analytics User permission set</td> </tr> </tbody> </table> 1. On the Service AI Adoption and Analytics setup page, go to the Set Up Data 360 Publishing step and click **Setup**. 2. On the Set Up Analytics page, turn on the Feature Adoption Analytics toggle. <!-- document id=4d28e74c4cac5e57df649df1ba6ff3bd4d9f39bcd1ee2c054c7771007a998aab url=/admin/current/en-us/service/264-0-0/macros_supported_actions.md --> # Publishers and Actions Supported in Salesforce Classic Macros The following publishers and actions are supported on macros in the Salesforce Console for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Email Publisher Actions Supported in Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_email_publisher_actions.htm&release=264.0.0&type=5)** These actions are available when you click **Select Email Action** in the macro instructions. Email actions let you modify text in emails in Case Feed. You can create and run macros to perform these actions on the Email Publisher in the Salesforce Console for Service. - **[Salesforce Knowledge Actions Supported in Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_knowledge_actions.htm&release=264.0.0&type=5)** These actions are available when you click **Select Knowledge Sidebar Component** in the macro instructions. Knowledge actions let you search for knowledge articles and add articles to cases. You can create and run macros to perform these actions on the Salesforce Knowledge Publisher in the Salesforce Console for Service. - **[Custom Quick Actions Supported in Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_custom_quick_actions.htm&release=264.0.0&type=5)** These actions are available when you click **Select Name of Quick Action** in the macro instructions. You can create and run macros to perform custom quick actions in the Salesforce Console for Service. - **[Experience Cloud Publisher Actions Supported in Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_community_publisher_actions.htm&release=264.0.0&type=5)** These actions are available when you click **Select Community Action** in the macro instructions. Community actions let you update and post to Salesforce Communities. You can create and run macros to perform these actions on the Community Publisher in the Salesforce Console for Service. - **[Social Actions Supported in Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_social_actions.htm&release=264.0.0&type=5)** These actions are available when you click **Select Social Action** in the macro instructions. You can create and run macros to perform these actions on the Social Publisher in the Salesforce Console for Service. <!-- document id=e16a04d1d5b2157de734c7de777c2214471426a50a4590c12dff478a1256eca1 url=/admin/current/en-us/service/264-0-0/es_publishing_employee_enablement_programs.md --> # Publishing Employee Enablement Programs To make an employee enablement program available to employees, publish it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Publish Enablement Programs](https://help.salesforce.com/s/articleView?id=sales.enablement_program_publish.htm&type=5&language=en_US). <!-- document id=a882f9dade7ddafe949f31edd6cd1f7d55128b2e923ebd83aa0d71697e86aa00 url=/admin/current/en-us/service/264-0-0/console2_push_notifications_view.md --> # Push Notifications in a Salesforce Console in Salesforce Classic Push notifications are visual indicators that appear when a record or field you’re viewing was changed by others. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> After a Salesforce admin configures push notifications, visual indicators for record or field changes appear on lists and detail pages. When changes happen, detail pages automatically refresh and show updates, or notifications appear as dialog boxes. Lists display notifications as: **Push Notifications for Lists** ![Screenshot of a list displaying push notifications](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_dynamic_lists.png) (1) Yellow when a record changes. (2) Blue if it’s the last item you viewed. (3) Bold and italic when a field specified by an admin changes. #### See Also - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=9a6911da29a71773b856f715ad27c1d9111862b820279a8b6dbe8fd887d1fde5 url=/admin/current/en-us/service/264-0-0/cti_holdcall.md --> # Put a Caller on Hold Using the Softphone Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11191e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11191e55 ">To put a caller on hold:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11191e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To put a caller on hold, click **Hold** in the softphone line that is active. The Hold Time clock that shows how long the caller has been waiting automatically starts, and the circular line light icon begins to blink yellow. - Callers are automatically put on hold whenever you initiate a call transfer, dial a number on a second line, or initiate a conference call. - If you click **Hold** while on a conference, your line becomes mute but other conference participants can still speak to one another. To resume the call, click **Retrieve from Hold**. If you want to end the call without retrieving the caller from hold, click **End Call**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features can be unavailable with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") <!-- document id=e1a38cfa1211668fca6ef18cc5d69b2a96c09696f292548103e3a5f05f8df122 url=/admin/current/en-us/service/264-0-0/safety_cloud_qr_code_gen.md --> # QR Code Generation Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Occasion Access Setting records consist of Verification and Access values that you define when you create the Occasion Access Setting. Safety Cloud generates multi-factor access credentials when a user meets the defined health and safety protocols. The rules and regulations that stipulate the criteria for generating these credentials (including the rule that specifies for how long the credential remains in effect) are set by a Salesforce admin for Safety Cloud to ensure compliance with the health and safety protocol of your occurrence (for example, event/office/location). When a Health Verification record is created with verification and access data that matches the Occasion Access Setting, Safety Cloud generates the QR code for the Health Verification record. The QR code contains: - Access Start Time - Access End Time - Health Verification Salesforce ID - Occasion Salesforce ID Use any QR code reader to scan values and determine access for an individual to an event. ## QR Code Verification Values These fields on the QR Code Generation record are the verification values that Safety Cloud uses to generate QR codes for Health Verification records. Health Verification Method This picklist value determines the Verification Method that a Health Verification must have for Safety Cloud to generate a QR code. The values available in this picklist mirror the values available on the Health Verification form and record. If you select Proof of vaccination as the Health Verification method, only Health Verifications with the Proof of vaccination method pass this rule. Health Verification Status This picklist value determines the Verification Status that a Health Verification record must have for Safety Cloud to generate a QR code. The values in this picklist mirror the values specified in the Health Verification Status field on the Health Verification form and record. If you select Verified as the Health Verification Status, only Health Verifications with the Verified status pass this rule. Verification Datetime Range Start This datetime field represents the start date and time range for comparison against the field referenced in the Verification Datetime Field. Verification Datetime Range End This datetime field represents the end date and time range for comparison against the field referenced in the Verification Datetime Field. Verification Datetime Field This text field must contain the API name of a Date or Datetime field on the Health Verification object. For example, CreatedDate or safetycloud\_\_TestDateTime\_\_c. The value of the CreatedDate or safetycloud\_\_TestDateTime\_\_c field on the Health Verification record gets compared against the Verification Datetime Start/End Range on the QR Code Generation record. If the date and time falls within the start and end range, the Health Verification passes this rule. For example, if you specify a CreatedDate in the Verification Datetime Field, QR Codes are generated only for Health Verifications where the CreatedDate occurs between Verification start and end range. ## Access Criteria and QR Code Access Values When Verification Method, Verification Status, and Date or Datetime fields on a Health Verification record match the values on the QR Code Generation record, Safety Cloud generates a QR Code. The QR Code includes the specified access start and end times. Access Start Datetime This field shows the start date and time when the QR code is valid. Access End Datetime This field shows the end date and time when the QR code is valid. Access Offset Number of minutes access is given when the Health Verification meets the verification criteria. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note You can only specify one access type for an Occasion Access Setting, either an Access Start/End time or Access Offset. ## QR Code Generation Examples Example 1: The first column in the table shows the fields that you can set on the QR Code Generation Custom Metadata Object. The field settings are the criteria for generating a QR code. The second column shows the Health Verification record values that match the defined criteria. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Code Generation Criteria to Health Verification Fields and Values"> <caption>Code Generation Criteria to Health Verification Fields and Values</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d10762e227">Criteria for QR Code Generation</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d10762e230">Health Verification Record Fields and Values</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 ">Health Verification Method = Proof of vaccination</td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">safetycloud__HealthVerificationMethod__c = ‘Proof of vaccination’</td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 ">Health Verification Status = Verified</td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">safetycloud__HealthVerificationStatus__c = ‘Verified’ </td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 "> <p>Verification Datetime Range Start = 2/10/2022</p> <p style="margin-bottom:0;">The start date of the Datetime Range used for comparison against the Verification Datetime field for Health Verifications.</p> </td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">User defined in the record.</td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 "> <p>Verification Datetime Range End = 3/1/2022</p> <p style="margin-bottom:0;">The end date of the Datetime Range used for comparison against the Verification Datetime Field for Health Verifications.</p> </td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">User defined in the record.</td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 "> <p>Verification Datetime Field</p> <p>API Name of a Date or Datetime field on a Health Verification, for example “CreatedDate”</p> <p style="margin-bottom:0;">The date value from this field gets compared against the values in the Verification Datetime Start Range and Verification Datetime End Range fields. If the date falls within the dates specified in those fields, and if the other criteria on the Custom Metadata Object match the verification record, the QR code is generated.</p> </td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">safetycloud__HealthVerificationDocumentDate__c = ‘4/18/2021’</td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 ">Access Start Datetime = 2/17/2022, 12:00 PM</td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">safetycloud__AccessStartTime__c=2/17/2022, 12:00 PM </td> </tr> <tr class=""> <td data-label="Criteria for QR Code Generation" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e227 ">Access End Datetime = 2/18/2022, 12:50 PM</td> <td data-label="Health Verification Record Fields and Values" class="slds-cell-wrap" style="vertical-align:top;" headers="d10762e230 ">safetycloud__AccessEndTime__c=2/18/2022, 12:00 PM</td> </tr> </tbody> </table> When the defined criteria and Health Verification fields match, Safety Cloud generates a QR code. QR Code Generation record settings in column 1. ![Screenshot of the Access Settings page with fields filed in](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_qr_code_access_setting.png) Here’s an example of a Health Verification record that meets the defined criteria. ![Screenshot showing fields on the Health Verification record that match the QR Code Generation criteria](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_hv_qr_code_match.png) Example 2: The table shows the defined criteria for QR Code Generation. The rule states that a QR Code is generated when a Health Verification record shows a Health Verification Status of Verified and a Health Verification Method of negative COVID-19 test on February 15 to get access for February 17. Code Generation Criteria to Health Verification Fields and Values | Criteria for QR Code Generation | Health Verification Record Fields and Values | | --- | --- | | Occurrence Id = 123 | safetycloud\_\_OccurrenceId\_\_c = ‘123 | | Health Verification Method = Negative COVID-19 test | safetycloud\_\_HealthVerificationMethod\_\_c = ‘Negative COVID-19 test’ | | Health Verification Status = Verified | safetycloud\_\_HealthVerificationStatus\_\_c = ‘Verified | | Access End Datetime = 2/16/2022, 11:50 PM | safetycloud\_\_TestDateTime\_\_c is between February 15 at 12:00 AM And February 15 at 11:59 PM | Here’s an example of a Health Verification record that meets the defined criteria. ![Screenshot showing Health Verification record fields matching the QR code generation criteria](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_hv_rec_ex2.png) #### See Also - [Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5 "Safety Cloud includes the custom triggers listed and described here.") - [Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5 "Safety Cloud supports sending emails to Slack and using email templates to optimize communications.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Safety Cloud Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_integrations.htm&release=264.0.0&type=5 "You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") <!-- document id=e284581937693829b50f7899cc78b63d803ccc2b0976df296519a765311d8b73 url=/admin/current/en-us/service/264-0-0/workforce_engagement_quality_management.md --> # Quality Management Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> - **[Quality Management User Personas](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management_user_personas.htm&release=264.0.0&type=5)** Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features. - **[Quality Management Limitations](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management_limitations.htm&release=264.0.0&type=5)** Limitations for Quality Management forms and assessments. - **[Configure Quality Management for Service Interactions](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_quality_management_for_service_interactions.htm&release=264.0.0&type=5)** Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging and case. - **[Configure Automated Quality Management](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_automated_quality_management.htm&release=264.0.0&type=5)** Automate interaction evaluations to continuously monitor quality, compliance, and agent performance across voice calls, messaging sessions, and email-to-case channels. Setting up mapping criteria and default evaluation forms enables AI to evaluate conversations automatically upon completion or transfer, generating quality scorecards and confidence metrics without requiring manual supervisor intervention. - **[Create Evaluation Questions and Forms](https://help.salesforce.com/s/articleView?id=service.workorce_engagement_generate_questions_and_forms.htm&release=264.0.0&type=5)** Design quality assessment criteria and create evaluation forms tailored to different evaluation needs. - **[Evaluate Rep Performance](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_qm_evaluate_rep_performance.htm&release=264.0.0&type=5)** Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards. - **[View Scorecards & AI Confidence Scores](https://help.salesforce.com/s/articleView?id=service.afcc_sv_view_scorecards_and_ai_confidence_scores.htm&release=264.0.0&type=5)** When the interaction completes, automated scorecards appear in the Quality Management component on the record page: <!-- document id=14a7edf2e3e3327d9cb2229354c329c8734d74bb767189e556c1576da6e8b9ab url=/admin/current/en-us/service/264-0-0/workforce_engagement_quality_management_limitations.md --> # Quality Management Limitations Limitations for Quality Management forms and assessments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> - Only English language quality evaluation forms are supported. - If an OmniScript contains a question and you later change the question status to Inactive, the OmniScript evaluation still evaluates the question. - If you add questions to an existing form, previous assessments are impacted because of incorrect scores for questions. Salesforce recommends that you don't modify previously used forms and instead create new forms. - If you mark a form as Inactive after using it for evaluations, the assessment isn't visible. Salesforce recommends that you don't mark forms as Inactive after using them. - Quality Management users must use only the OmniScript Builder UI to create and edit forms. Using individual record pages for these actions can cause errors. - Conditional questions in OmniScript aren’t supported in a quality management form. All such questions are evaluated regardless of the conditions. - The Quality Management component must be added to a medium or large area on the voice call and messaging session page template for the component to appear correctly. - The AI Autofill works only for single-rep calls. If you invoke it on a call that involves multiple reps, it may not return the correct answers. - Only interactions in English, Spanish (Mexico), French (Canada), Portuguese (Brazil), German and French (France) language are supported for Automated evaluation currently. - The Automated evaluation excludes all calls that involve transfers. - If a question in an OmniScript is changed to Inactive later, the evaluation still processes it. - If you add questions to an existing form, it impacts previous assessments. Salesforce recommends using new forms instead of modifying live forms. - If you mark a form as Inactive after using it for evaluations, the system hides the assessment. Salesforce recommends to not make form as inactive after it is used. - Salesforce recommends using only the OmniScript Builder UI to create and edit forms and questions, as individual record pages cause errors. - The OmniScript cannot include conditional questions. - The Quality Management LWC must occupy a wide panel on a voice call or messaging session page for buttons to appear correctly. - If a form is missing or technical errors occur, the system does not create an Assessment. For short interactions, the system creates an Assessment if you map a form. <!-- document id=3f35755caee9ebf01a438763bb4ce80a90a0151b4bb21b03600923274b6fb3e0 url=/admin/current/en-us/service/264-0-0/workforce_engagement_quality_management_user_personas.md --> # Quality Management User Personas Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40%"> <col style="width:60%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d53764e58">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d53764e61">Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Manager</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 "> <p>Agentforce Contact Center Quality Manager</p> <p>Industries Assessment</p> <p>OmniStudio Admin</p> <p style="margin-bottom:0;">Prompt Template User</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Analyst</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 "> <p>Agentforce Contact Center Quality Analyst</p> <p>Industries Assessment</p> <p>OmniStudio User</p> <p style="margin-bottom:0;">Prompt Template User</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e58 ">Quality Viewer</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d53764e61 "> <p>Agentforce Contact Center Quality Viewer</p> <p>Industries Assessment</p> <p style="margin-bottom:0;">OmniStudio User</p> </td> </tr> </tbody> </table> Quality Management User Personas | Persona | what a user can do | | --- | --- | | Quality Manager | Can create, configure, and activate evaluation form templates; define grading questions, input data types, and analytics categories; and establish numeric scoring point values or answer option rubrics. | | Quality Analyst | Can view rep performance dashboards and template reports; filter voice calls, messaging sessions, or cases for QA review; initiate evaluation scorecards on interaction records; select human participants and forms; input evaluation answers and text comments; or modify previously submitted assessments. | | Quality Viewer | Can view personal aggregate quality percentages and performance rating tiers on handled interaction records; read completed scorecards; or view specific question-by-question evaluator feedback in a read-only view. | <!-- document id=43a8e40c1a5de5fda9d7bbf7dcb18df6b2ce63f03bda390a3419439b3ead3af9 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_question_dynamic_apex.md --> # Question with Dynamic Options: Example Apex Class To use a question with dynamic options with your enhanced bot, create an Apex class to populate the options from the objects and fields you specify. The Apex class must return an ID list variable as output for use with the bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> This Apex class searches cases and filters by priority. It returns the three most recent high-priority cases and stores them in an ID list. ``` public class CaseSearch { @InvocableMethod(label = 'CaseSearch') public static List<List<Id>> getCases(){ List<Id> result = new List<Id>(); List<Case> cases = [SELECT Id FROM Case WHERE Priority='High' ORDER BY CreatedDate DESC LIMIT 3]; for(Case c: cases) { result.add(c.Id); } return new List<List<Id>>{result}; } } ``` After you create an Apex class, in the bot, add an Apex action dialog step that references your Apex class and store the output in an ID list bot variable. In the associated Question (Dynamic) dialog step, reference the same ID list bot variable in the Record ID Options input parameter. <!-- document id=8bdfa3bd3bc29d63df0f6b7afb551617476551fbfaf685695d64dedcd6ab2993 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_question_dynamic_flow.md --> # Question with Dynamic Options: Example Flow To use a question with dynamic options with your enhanced bot, create an autolaunched flow to populate the options from the objects and fields you specify. The flow must return an ID list variable as output for use with the bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> The Get Cases for Bots flow searches cases and filters by priority. It returns the three most recent high-priority cases and stores the results in an ID list variable. ![The Get Cases for Bots example flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_messaging_question_flow.png) After you create a flow, in the bot, add a Flow action dialog step that references your flow and store the output in an ID list bot variable. In the associated Question (Dynamic) dialog step, reference the same ID list bot variable in the Record ID Options input parameter. ## A Closer Look at the Get Cases for Bots Example Flow In this example, the Get Records element, Get Cases For Bots, searches the Case object for recent high-priority cases. ![A Get Records element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_messaging_question_get_records1.png) It selectively stores the ID field from the Case records in the CaseList record collection (or record list) variable. ![A Get Records element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_messaging_question_get_records2.png) To convert the record collection to a record ID list, the flow uses the Loop and Assignment elements. The Convert Record to Record ID List Loop element grabs the ID field from each Case record stored in the CaseList record collection variable. The Assign Case ID to Collection Variable Assignment element adds each record ID field grabbed from the CaseList collection variable to the CaseIdList record ID list variable. ![A Loop element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_messaging_question_loop.png) ![An Assignment element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_messaging_question_assignment.png) <!-- document id=52420672d46873d693865d4f85053eb240cce80f3b39078671522299b96028a6 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_queues_tab.md --> # Queues Backlog Tab Gauge your backlog with the Command Center for Service Queues Backlog tab. The Queues Backlog tab is shown if either queue-based routing or external routing for Omni-Channel is enabled in your org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Spend some time catching up on the activity in your Omni-Channel queues using the Queues Summary view in the Queues Backlog tab. You can see your queues’ priority, configured work size, type, and wait times. This information can give you an idea of how efficiently work moves through the queue and to your service reps. Use these insights to determine which queues are doing well and which could use a few more service reps. ![Command Center for Service Queues Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/queueSummary.png) To change the service reps assigned to queues, select the queues, and then click **Assign Agents**. When you add a service rep to a new queue, they remain assigned to their previous queues as well. For telephony providers that don't support adding service reps directly to a queue, you assign groups of service reps to a queue instead of individual service reps. The Queue Details view drills into specific queues so you can see their configurations, online service reps, wait times, and work items. If you see lots of service reps and not much work, you know it’s time to move service reps to another queue. But if you see only a few service reps and long wait times… it’s time to call for backup. ![Queue Details view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/queueDetail.png) - **[Queues Backlog Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_queues_tab_fields.htm&release=264.0.0&type=5)** Fields for the Command Center for Service Queues Backlog tab. <!-- document id=58eb05e7a8729c2d103c73e66802ca95c62e2360f5959b1b6cba868429fb2642 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_queues_tab_fields.md --> # Queues Backlog Tab Fields Fields for the Command Center for Service Queues Backlog tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Queues Summary Fields The Queues Summary view in the Queues Backlog tab contains fields that let you know how your service reps are doing. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25747e66">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25747e69">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Queue</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 "> <p>The Omni-Channel-enabled queue used to assign and route the work to the service rep.</p> <p style="margin-bottom:0;">You can click the queue’s name to see more detail about it.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">The queue’s priority based on its routing configuration.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Work Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">Size of the work items in the queue based on its routing configuration.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">Salesforce object type for the work, such as Lead, Case, or SOS.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Total Waiting</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">Total number of items currently assigned to the Omni-Channel queue that are waiting for an available service rep.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Longest Wait Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">Duration of the longest wait time.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e66 ">Average Wait Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d25747e69 ">Average wait time of all items currently assigned to the queue.</td> </tr> </tbody> </table> ## Queue Detail Fields The Queue Details view in the Queues Backlog tab contains fields that provide information about the work items in the queue. | Column | Description | | --- | --- | | Position | The work item’s position in the queue. | | Type | Salesforce object type for the work, such as Lead, Case, and SOS. | | Details | Information from the assigned compact layout for the object and record type, which provides more context about the work item. | | INTR | A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work. | | Wait Time | Amount of time that the work item is waiting for a service rep. It’s calculated using the difference between “now” and the item’s request time. | | Requested Time | Datetime the item was assigned to the queue. | <!-- document id=ff1dcb7a2a7fed4d0cb83b33ae23ba6401e1f11fd16df8ed43c5b0cc9b854b69 url=/admin/current/en-us/service/264-0-0/sp_qa_ov.md --> # Quick Actions in Service Assistant Get to know the role of quick actions in Service Assistant and their relation to Agentforce topics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). Quick actions are metadata that serve as an additional and optional grounding source for Service Assistant. They’re used in the same agent processing framework as topics, instructions, and knowledge to build a service plan that allows service reps to complete steps tasks directly in the Service Assistant component. ![Service Assistant processing framework including quick actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_processing_grounding_qa.png) Like topics, quick actions require their own set of instructions, but they serve a different purpose. Topic instructions help create the high-level, sequential steps of the service plan. Meanwhile, quick action instructions provide the executable tools needed to complete those steps. In a service plan, quick actions show as buttons that launch automated workflows to help service reps complete tasks that a plan step requires. To surface in plan steps, each quick action requires a clear instruction that defines what it is, what it does, and the conditions for its use. The instructions help Service Assistant to determine when and why the quick action is matched to a specific topic and its instructions and then shown in a service plan step. The table provides an overview of the difference between the two types of instructions and their roles in Service Assistant. The next few sections provide advice on how to create quick action instructions. For specific guidance for topic instructions and how to write them for Service Assistant, see [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e93">Asset</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e96">What they are and what they do</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d37769e99">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e93 ">Topics and instructions</td> <td data-label="What they are and what they do" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e96 ">The foundational framework of a service plan. Topics categorize the case, and their instructions contain your high-level company policies and standards for working a case. Service Assistant uses this information to create the steps of the service plan.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e99 "> <p>Topic: Return Request</p> <p>Instruction: If the return is within the eligibility time frame, initiate the return in the order management system.</p> <p style="margin-bottom:0;">Resulting plan step: Process the return in the order management system. </p> </td> </tr> <tr class=""> <td data-label="Asset" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e93 ">Quick actions and instructions</td> <td data-label="What they are and what they do" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e96 "> <p>Quick actions show as buttons in a service plan step. These buttons provide service reps a way to complete a task that the step requires, like sending an email or closing a case. </p> <p style="margin-bottom:0;">The instructions for a quick action define the action’s specific goals, conditions, and outcomes. These instructions provide Service Assistant with the necessary context to determine when and why a quick action shows as a button in a plan step.</p> </td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d37769e99 "> <p>Name: Initiate a Return</p> <p>Type: Update a Record </p> <p style="margin-bottom:0;">Instruction: Initiate a customer's return request in the order management system. This action is intended for use only after a return has been confirmed as eligible and all required customer information is collected. Once executed, the return begins processing, and the case should be updated with the new status.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note We don’t provide guidance for using quick actions with Agentforce actions. Agentforce actions aren’t required in Service Assistant. If you add any Agentforce actions, they’re treated like topic instructions. All guidance in this documentation related to using Agentforce topics and quick actions together apply to Agentforce actions. #### See Also - [_Salesforce Help_: Subagents](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&language=en_US) <!-- document id=ecbe8f8f04acad16a960f73a64b3e44f46808bceea75ad1b42d2e09448221dbd url=/admin/current/en-us/service/264-0-0/sp_qa_sample_library.md --> # Quick Actions Sample Library Review sample service plans with quick actions to see how they're added to a plan when following our provided guidelines. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Two sample service plans are provided that examine their associated quick actions and subagent instructions. These plans demonstrate how quick actions are included in a service plan when following the [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&type=5&language=en_US). The samples also show both methods for combining quick actions with subagents, as described in [Quick Actions with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&type=5&language=en_US). Keep in mind that there's no single method that guarantees your quick actions show in a service plan. We recommend trying out all our provided methods and guidelines. Also, quick actions might not show in plan steps right away. Try drafting a few plans first and then update your instructions if they don't show. - [Credit Card Issues Example](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&release=264.0.0&type=5) - [Travel Documentation Example](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&release=264.0.0&type=5) ## Credit Card Issues Example ![Credit card issues case with quick actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_library_plan.png) Step and quick action: Verify Customer Identity. This example uses the independent instructions approach. ![Example quick action shown in a service plan with the related subagent instruction](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex.png) Step and quick action: Initiate Billing Dispute. This example uses the independent instructions approach. ![Initiate Billing Dispute example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(3\).png) Step and quick action: Escalate. This example uses the independent instructions approach. ![Escalate example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(4\).png) Step and quick action: Notify Customer of Refund. This example uses the dependent instructions approach. ![Notify customer of refund example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(5\).png) ## Travel Documentation Example ![Credit card issues case with quick actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_library_plan\(2\).png) Step and quick action: Send Submission Instructions. This example uses the dependent approach. ![Send submission instructions example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(6\).png) Step and quick action: Review Documentation. This example uses the independent approach. ![Review documentation example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(7\).png) <!-- document id=aeb29b893c1fc2eaab2ae80be1dbbfa8b0bc6677fd9a7c4e2f69151b7b64746f url=/admin/current/en-us/service/264-0-0/sp_qa_knowledge.md --> # Quick Actions with Knowledge Review our recommendations for how to best use quick actions with knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). - [Best Practices for Quick Actions with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5) - [Examples and Key Takeaways](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5) - [Example 1: Knowledge and Standard Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5) - [Example 2: Knowledge and Custom Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5) - [Example 3: Unstructured Knowledge with Clear Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_knowledge.htm&release=264.0.0&type=5) When using Agentforce Data Libraries to ground Service Assistant in your knowledge articles, Service Assistant references the articles to create the steps of a service plan and then matches relevant quick actions to those steps. For Service Assistant to accurately assign quick actions to knowledge-based plan steps, the structure, clarity, and detail of the articles play a key role. Well-organized and detailed articles that have clear ‌titles and summaries help Service Assistant accurately and efficiently surface quick actions to knowledge-based service plan steps. However, if your knowledge articles aren’t as well formatted or aren’t too detailed, Service Assistant can still leverage what information is provided to assign quick actions to knowledge-based steps. What matters in this context is that your quick actions are clear with specific and direct language. ## Best Practices for Quick Actions with Knowledge Using quick actions with knowledge gives you more flexibility in writing action instructions compared to writing them for subagent instructions. The flexibility is a result of knowledge articles typically containing most of the required information that Service Assistant needs to determine what quick actions are relevant to show in plan steps. As a result, you can write effective quick instructions that use various styles: from direct and specific to neutral and generic. The most important rule to follow is to be clear and specific about what the quick action is and what it seeks to accomplish. Specifically, when writing quick actions that are based on your knowledge articles, follow these rules. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:42.016806722689076%"> <col style="width:57.98319327731092%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e123">Rule</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e126">details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Rule" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e123 ">Flexibility in instruction content and style is acceptable.</td> <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e126 ">Instructions can have various writing styles, such as direct, neutral, or generic. Write instructions in a style that aligns with the knowledge article’s level of detail and specificity. The content of the instructions serves to balance any gaps in the knowledge article.</td> </tr> <tr class=""> <td data-label="Rule" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e123 ">Overlap is acceptable.</td> <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e126 "> If a knowledge article explains the logic for a process, Service Assistant can still recognize what quick action(s) to reference, even if the quick action(s) instruction contains similar or duplicate logic.</td> </tr> <tr class=""> <td data-label="Rule" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e123 ">Avoid major conflicts.</td> <td data-label="details" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e126 "> <p style="margin-bottom:0;">While some overlap is fine, avoid creating conflicts. Conflict occurs when the knowledge article and the quick action provide different or competing rules for the same task. In this scenario, Service Assistant has no clear path forward.</p> </td> </tr> </tbody> </table> In summary, think of the knowledge article and the quick action instruction as a balanced pair. Together, they provide the full context Service Assistant needs. The more detail and structure your knowledge article has, the simpler your quick action instruction can be. Oppositely, if a knowledge article is less detailed or not well-organized, the quick action instruction must be more specific to provide the missing context. ## Examples and Key Takeaways The provided examples illustrate how various formats of Quick Action instructions are used with knowledge articles. The key takeaways are these points. - If the knowledge article has all relevant and moderately detailed information, then all the provided quick action instruction formats work. Choose a format that suits your preference based on how specific or detailed the knowledge article is. The quick action can serve to fill any gaps. - If the knowledge article isn’t as detailed or doesn’t have relevant information, make sure that your quick action instructions are specific, explicit, and detailed about what the quick action is and what it seeks to accomplish. - If the knowledge article has a lot of information but isn’t organized well, make sure your quick action instructions are clear and direct. This approach can help you overcome any issues Service Assistant has analyzing the article. ## Example 1: Knowledge and Standard Quick Actions This example presents several variations of the Send Email quick action instructions. One version is the standard instruction we provide you. The others show a generic version and a more specific version of the standard instruction. The versions highlight the multiple ways you can configure quick actions based on the level of detail in your knowledge articles. The versions apply to standard and custom quick actions. In this example, any version of the quick action is likely to show up in a relevant plan step because the knowledge article has detailed information that’s well-organized. **Key Takeaway** It’s best to include sufficient detail in the knowledge article. Having more information in the article results in a simplified creation of quick action instructions that are more general, as long as they're clear and direct. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e216">Sample Knowledge Article</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e219">Quick Action Formats that work for the article</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Sample Knowledge Article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e216 "> <p>Title: Resending an Order Confirmation Email</p> <p>Summary: This article outlines the process for when a customer reports not receiving their order confirmation. In this scenario, support agents should confirm order status and ensure the confirmation is sent to the correct email address.</p> <ul> <li>Locate the Customer’s Order<ul> <li>Search by email or order number in the Order Management System (OMS).</li> <li>Confirm that the order was placed successfully and isn't in a failed or pending state.</li> </ul> </li> <li>Confirm Email Accuracy<ul> <li>Open the customer profile and verify that the email address on file matches what was provided.</li> <li>If the email address was incorrect, update it and log the correction in the case notes.</li> </ul> </li> <li>Resend the Confirmation Email<ul> <li>Navigate to the order’s communication log or message history.</li> <li>Select the order confirmation message template and resend it to the email address on file.</li> </ul> </li> </ul> </td> <td data-label="Quick Action Formats that work for the article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e219 "> <p>Name: Send Email</p> <ul> <li>Standard instruction format: <p>Drafts and sends an email to a specified recipient directly from a service plan step. The email can be used for providing status updates, conveying resolution details, issuing apologies, requesting or supplying additional information during case management or follow-up, and more.</p> </li> <li>Generic instruction format: <p>Send an email to the customer to follow up, explain an outcome, gather information, or provide an update.</p> </li> <li>Specific instruction format: <p>Resend the customer's order confirmation email to their verified address, ensuring it includes the full order summary.</p> </li> </ul> </td> </tr> </tbody> </table> ## Example 2: Knowledge and Custom Quick Actions This second example demonstrates how different instruction styles for a custom quick action can work effectively with a well-detailed knowledge article. The table shows three instruction formats for a Process Refund quick action. We recommend following these formats for creating quick action instructions for knowledge. **Key Takeaway** Some overlap between the information in a knowledge article and a Quick Action instruction is acceptable. As long as the information doesn’t conflict, the duplication can reinforce the connection for Service Assistant and increase the chances of the quick action showing in the correct plan step. In addition, when there is enough information in the article, the condensed format works well. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e323">Sample Knowledge Article</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e326">Quick Action Formats that work for the article</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Sample Knowledge Article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e323 "> <p>Title: Issuing a Refund or Credit After a Return</p> <p>Summary: This process applies when a returned item has been received at the warehouse and the customer is eligible for a refund or store credits</p> <ul> <li>Verify that the return has been marked “Received” in the system.</li> <li>Locate the return request linked to the customer’s order. Confirm the return reason is valid and inspect notes or photos if required.</li> <li>Click Issue Refund or Apply Store Credit, depending on the customer's original payment method and preference. Use the appropriate reason code and confirm.</li> </ul> </td> <td data-label="Quick Action Formats that work for the article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e326 "> <p>Name: Process Refund</p> <ul> <li>Direct, conditional style instruction with knowledge overlap: <p>If the returned item has been marked as received, issue a refund or store credit based on the customer's preference.</p> </li> <li>Neutral, conditional style instruction with knowledge overlap:<p>Issue a refund or store credit to the customer's order once the item is confirmed as received.</p> </li> <li>High-level, direct command-style instruction: <p>Issue a refund or store credit for the returned item based on the customer's preference.</p> </li> </ul> </td> </tr> </tbody> </table> ## Example 3: Unstructured Knowledge with Clear Quick Actions This example illustrates how a clear and direct quick action instruction can be effective even when the knowledge article contains a lot of information that isn’t perfectly structured. **Key Takeaway** A clear and direct quick action helps Service Assistant analyze disorganized knowledge articles. Because the article still contains relevant information, detailed instructions aren’t required. A condensed format using broad, clear, and conditional language works well. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e406">Sample Knowledge Article</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79449e409">Quick Action Formats that work for the article</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Sample Knowledge Article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e406 "> <p>Title: Return - No Receipt or Related Documentation</p> <p style="margin-bottom:0;">Summary: This article covers what to do for gift returns when a customer doesn't have the receipt. First, you need to verify the item is eligible for a return. If it is, you'll have to use the return tool, but you'll probably need to search by product info, like its name or SKU. Make sure to log the case as a “Gift Return” and include any notes from the customer, like who gave them the gift. When you're in the system, create a return request manually and be sure to mark it with the “Gift Return – No Receipt” reason. Since you can't issue a refund, you'll use the credit section; check the current catalog for the item's price and enter that amount. Finally, link the store credit to the customer’s email so they get the confirmation.</p> </td> <td data-label="Quick Action Formats that work for the article" class="slds-cell-wrap" style="vertical-align:top;" headers="d79449e409 "> <p>Name: Apply Store Credit - No Receipt </p> <ul> <li>Direct, conditional-style instruction: <p>If the customer received the item as a gift card and doesn’t have a receipt, apply a store credit to their account.</p> </li> <li>Neutral, conditional-style instruction: <p>Issues store credit for a returned gift when no receipt or related documentation is provided.</p> </li> <li>Direct, command-style instruction: <p>Verify the item is a product of our store. If verified, apply a store credit for the item if the customer doesn’t have a receipt.</p> </li> </ul> </td> </tr> </tbody> </table> <!-- document id=eb45bb9f758471b3b2cb6e3c6882f4317510a34bd5a7298eeb7043d3e3c54870 url=/admin/current/en-us/service/264-0-0/sp_qa_topics.md --> # Quick Actions with Subagents Review our recommendations for how to best use quick actions with Agentforce subagents and instructions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section contains reference guidance for quick actions. Setup guidance is provided in [Set Up Quick Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&release=264.0.0&type=5 "Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder."). The provided guidance for writing Quick Action instructions makes sure Service Assistant has enough information to effectively surface them in a plan step. However, because quick actions and subagent instructions work together to build a service plan, it’s important to understand how to use both together so that your quick actions consistently show in the right plan steps. There are two ways to use both instruction types: keep them separate or make them dependent using direct references. The independent method is our recommended approach, but the dependent approach is also effective. We recommend trying out both. Which one works best depends on each particular use case. ## Approach 1: Independent Instructions In this recommended approach, subagent instructions and quick action instructions have distinct and separate roles. **Subagent Instructions** In this approach, subagent instructions describe your high-level policy, process, or case scenario. It shouldn’t mention the specific quick action name or use keywords from the quick action name or instruction. This no-duplication rule enables Service Assistant to analyze the scenario described in the subagent and find the most semantically relevant quick action. **Quick Action Instructions** In this approach, quick action instructions contain all the action logic that describes how to accomplish a specific task. They must be ‌self-contained and define ‌the action’s general function, specific conditions for its use, and final outcome. Because quick actions contain these details, Service Assistant can confidently match the quick action to the right steps formed from the subagent instructions. **Examples and Key Take Away** Here are examples of instructions that follow the independent method and show both recommended formats for writing quick action instructions. These are the key takeaways. - The subagent instruction describes a general business process, while the quick action provides the exact guidance on how to complete a specific task in that process. - The key to this independent approach is that the subagent covers a broad category, like a billing issue. This is a general category that encompasses many different workflows and processes for billing issues. Meanwhile, the quick action is a specific tool that handles just one part of that larger process, like initiating a billing dispute. - Although in the examples the subagent and the action are clearly related, they’re kept separate to their specific uses. The instructions don’t reference each other. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e121">Quick Action </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e124">Related Subagent and Instruction</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e127">Quick Action Instruction Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e121 "> <p>Initiate Billing Dispute</p> <p style="margin-bottom:0;">Type: Flow</p> </td> <td data-label="Related Subagent and Instruction" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e124 "> <p>Subagent: Billing Issue </p> <p style="margin-bottom:0;">Instruction: When a customer has questions about a specific charge on their bill or indicated the charge is incorrect, initiate a billing dispute and verify the transaction details in the payment system.</p> </td> <td data-label="Quick Action Instruction Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e127 "> <p>Condensed format: Launches a flow to initiate and submit a billing dispute when a customer reports an incorrect or unrecognized charge on their account.</p> <p style="margin-bottom:0;">Detailed format: Launches a flow to document and submit a customer's billing dispute. This action should be used when a customer reports an incorrect or unrecognized charge on their account. Once executed, the flow creates a dispute record, places a temporary hold on the specified charge, and notifies the finance department for review.</p> </td> </tr> <tr class=""> <td data-label="Quick Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e121 "> <p>Request Order Cancellation</p> <p style="margin-bottom:0;">Type: Flow</p> </td> <td data-label="Related Subagent and Instruction" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e124 "> <p>Subagent: Order Cancellations </p> <p style="margin-bottom:0;">Instruction: If a customer inquires about changing or stopping a recently placed order, first check the order's current fulfillment stage in the system.</p> </td> <td data-label="Quick Action Instruction Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e127 "> <p>Condensed format: Initiates a flow to submit an order cancellation request when a customer expresses to cancel an order and the order is still valid for cancellation.</p> <p style="margin-bottom:0;">Condensed format: Launches a flow to submit an order cancellation request. This action is intended for use when the customer expresses a desire to cancel an order and the order's status is confirmed as still cancellation. Once executed, the cancellation request is submitted for processing, and the case is updated with the new status.</p> </td> </tr> </tbody> </table> ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example Here’s an example of the independent approach with a quick action instruction and its related subagent instruction showing in a plan step. ![Billing dispute quick action example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_topic_ex.png) ## Approach 2: Dependent Instructions In the dependent instructions approach, the roles of both sets of instructions are intentionally overlapped and directly reference each other. **Subagent Instructions** In this approach, the subagent instruction not only defines your specific policy or process but also acts as a direct trigger to call the quick action. It explicitly states the Quick Action name, telling Service Assistant which tool to use for the step. For example, it uses explicit language such as “Use the file billing dispute quick action.” To establish a match, we recommend wording the subagent instruction to mirror or duplicate the key details found in the Quick Action instruction, such as its function, conditions, and outcome. **Quick Action Instructions** In this approach, the Quick Action instruction contains all the action logic, defining the function, conditions, and outcome. For this approach to work effectively, the Quick Action must have a specific name that the subagent instruction can reference. Also, the instruction aligns closely with what is described in the subagent’s instruction. The key to this approach is the tight coupling and duplication of action logic. The coupling prevents ambiguity and helps Service Assistant make a confident match based on the explicit reference in the subagent instruction. Due to the tight coupling, we recommend using the detailed format to write the quick action instruction. **Examples** Here are examples of instructions that follow the dependent method. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e261">Quick Action </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e264">Related Subagent and Instruction</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17137e267">Quick Action Instruction Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e261 "> <p>Notification of Refund</p> <p style="margin-bottom:0;">Type: Send Email</p> </td> <td data-label="Related Subagent and Instruction" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e264 "> <p>Subagent: Process Refund</p> <p style="margin-bottom:0;">Instruction: When the refund process is completed, use the Notification of Refund tool to inform the customer that the refund has been processed and provide any additional information they may need.</p> </td> <td data-label="Quick Action Instruction Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e267 ">Concludes the refund process by drafting and sending a notification email to the customer. This action is used directly from a service plan step once refund is initiated. It provides the customer with final confirmation and transaction details, and a note is logged to the case record.</td> </tr> <tr class=""> <td data-label="Quick Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e261 "> <p>File Billing Dispute </p> <p style="margin-bottom:0;">Type: Flow</p> </td> <td data-label="Related Subagent and Instruction" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e264 "> <p>Subagent: Billing Dispute</p> <p style="margin-bottom:0;">Instruction: When a customer reports an incorrect charge on their invoice and wishes to formally contest it, use the Initiate Billing Dispute tool to launch the guided flow and file the dispute.</p> </td> <td data-label="Quick Action Instruction Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e267 "> <p style="margin-bottom:0;">Launches a flow to formally file a customer's billing dispute. This action is used when a customer reports an incorrect charge on their invoice and wishes to contest. Once executed, the flow creates a new dispute case record, notifies the billing department, and provides the customer with a dispute confirmation number.</p> </td> </tr> <tr class=""> <td data-label="Quick Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e261 "> <p>Verify Customer Identity</p> <p style="margin-bottom:0;">Type: Update Record</p> </td> <td data-label="Related Subagent and Instruction" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e264 "> <p>Subagent: Credit Card Issue</p> <p style="margin-bottom:0;">Instruction: Before investigating the issue, verify the customer’s identity using the Verify Customer Identity tool.</p> </td> <td data-label="Quick Action Instruction Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d17137e267 ">Launches a flow at the start of a customer interaction dealing with issues related to credit issues to confirm the customer’s identity according to company policy. After the flow is executed, it guides the service rep through the verification steps and logs the outcome (Verified or Not Verified) on the case record.</td> </tr> </tbody> </table> ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example Here’s an example of the dependent approach with a quick action instruction and its related subagent instruction showing in a plan step. ![Verify customer identity quick action example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_topic_ex\(2\).png) <!-- document id=f53fd9ef3d21a0fa712a4095cb05af7c1f0bee5e633d32a559c1aee7eb917695 url=/admin/current/en-us/service/264-0-0/quick_chat_and_flex_credits.md --> # Quick Chat and Flex Credits Learn how Quick Chat uses the Agentforce Action Framework and Flex Credits for real-time support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR</a> Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table> Quick Chat uses the Agentforce Action Framework to provide interactive assistance. Unlike Knowledge Article Summaries and Dynamic Q&A, which scale with login counts, Quick Chat uses a pool of Flex Credits. Quick Chat interacts with Data 360 and triggers actions to resolve customer queries. Each interaction or action started through the Agentforce Action Framework consumes credits. ## Flex Credit Provisioning - Foundations: Salesforce provisions credits through foundations or specific product editions. - Agentforce 1 Edition: This edition includes a set number of credits for chat capabilities. - Additional Purchases: Purchase more Flex Credits to continue using Quick Chat if the current balance reaches zero. Track credit consumption in the Digital Wallet. The Digital Wallet provides visibility into how Quick Chat interactions affect the credit balance. <!-- document id=18b1c5db5f6dfe65385fe63fc18b6e1a2c0fe47eb72c6e5e24ff3222abd9f3cf url=/admin/current/en-us/service/264-0-0/quick_text_considerations.md --> # Quick Text Considerations Learn how quick text functionality can impact you and your users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## General Considerations - The quick text browser displays up to 2000 folders. When you search quick text, all matching quick text and folders display. - You can’t translate Quick Text through the Translation Workbench. To use quick text in multiple languages, we recommend designating users to create quick text records for their language. - Subcategories are available only in Salesforce Classic. - The Share button for individual quick text records is available only in Salesforce Classic. - Quick text counts towards your Salesforce org’s data storage limit. ## Quick Text Channel and Object Support - Admins can customize the names of quick text channels in Object Manager, but we recommend that you don’t. Renaming standard values can prevent quick text messages from being available in the correct channels. In addition, if you customize quick text channel names in Lightning Experience, the names are no longer translated. - Quick text is supported in Lightning Knowledge on rich text fields only. - Quick text that reps save to the Email channel for their own use is available as a text shortcut in the Outlook and Gmail integrations with Inbox. Shared quick text isn’t available in the integrations. - The Portal and Internal channels aren’t supported in Lightning Experience. These channels appear in the list of available channels when creating quick text, but they aren’t mapped to any actions in Lightning Experience. - You can’t use the Event and Task channels with custom fields. - Macros don’t observe quick text channels. ## Merge Field Considerations In quick text, you can insert merge fields for accounts, cases, contacts, custom objects, leads, opportunities, organization, users, and work orders. - When merge fields don’t apply to the record you’re working with, the merge field resolves blank. For example: - Quick text with the Case.CaseNumber merge field resolves correctly in a case’s Log a Call action. However, that same merge field resolves blank when inserting quick text on a work order’s Log a Call action. - Quick text with the Lead.Name merge field resolves correctly on a lead. However, that same merge field resolves blank on an account that was converted from a lead. - In legacy Chat, enhanced Chat, and enhanced Messaging channels, you can only use merge fields for the following objects: case, contact, and lead. You can use merge fields for accounts only if the account record is related to a case, contact, or custom object that is associated with the chat transcript. - You can’t use merge fields in quick text for Lightning Knowledge. - Merge fields resolve in the Email global action only when you're on a record page for accounts, cases, contacts, custom objects, leads, opportunities, users, and work orders. If you open the Email global action on a list view or other page, quick text merge fields won't resolve. - Quick text supports the Salesforce Merge Language (SML) used in Salesforce Classic email templates, not the Handlebars Merge Language (HML) used in Lightning email templates. <!-- document id=744322bd936eaf48eb82b5fdd9c28b1ce6906b5c792f0aff1a33b801f841e7ae url=/admin/current/en-us/service/264-0-0/miaw_setup_stages.md --> # Quickly Set Up Enhanced Chat v1 or v2 for Testing Understand the three stages of setting up Enhanced Chat v1 or v2. We recommend following them in order for a smooth experience. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Enhanced Chat v2 is now the default option for new organizations that turn on chat. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_setup_stages__d344e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_setup_stages__d344e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101877e99">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d101877e99 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101877e99 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d101877e99 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101877e99 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Before setting up a new channel, see [What's Enhanced Chat](https://help.salesforce.com/s/articleView?language=en_US&id=service.reimagine_miaw.htm) and [Plan for Enhanced Chat](https://help.salesforce.com/s/articleView?language=en_US&id=service.planning_checklist.htm) to review your choices. Remember to test the experience in a [sandbox](https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_setup.htm&type=5&language=en_US) before setting up in a production environment. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Follow the three stages of setup in order, as some steps depend on the completion of previous steps. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>1. Prepare your users to chat</strong> </p> <p style="margin-bottom:0;">Give service reps the right permissions to chat with customers.</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>2. Prepare your org</strong> </p> <p style="margin-bottom:0;">Set up Omni-Channel, create an Omni flow, and add messaging to the Service Console.</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <strong>3. Create a channel and a deployment</strong> </p> <p style="margin-bottom:0;">Go through the quick start flow to create a basic Enhanced Chat configuration.</p> </td> </tr> </tbody> </table> - **[Give Users Access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_users.htm&release=264.0.0&type=5)** To let service reps message with customers, create and assign a permission set for Enhanced Chat service reps. - **[Prepare a Salesforce Org for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&release=264.0.0&type=5)** Build a strong foundation for your new messaging channel and deployment. - **[Create Your First Enhanced Chat Channel and Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_quick_start.htm&release=264.0.0&type=5)** If you have no pre-existing channel for Enhanced Chat, use the quick start flow to create a channel and deployment. - **[Preview Your Enhanced Web Chat Setup](https://help.salesforce.com/s/articleView?id=service.miaw_web_test.htm&release=264.0.0&type=5)** After adding Enhanced Web Chat to your site, preview your branding and configurations. - **[Troubleshoot Enhanced Chat Setup](https://help.salesforce.com/s/articleView?id=service.miaw_troubleshoot.htm&release=264.0.0&type=5)** Respond to error messages you may encounter while setting up Enhanced Chat. <!-- document id=5a3190872a0c75cd9d41f64ff5531902b21c29d994b5b4259536fca81e1e6789 url=/admin/current/en-us/service/264-0-0/es_ap_raise_service_requests.md --> # Raise Service Requests Request for alumni services from the Service Catalog page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d108334e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d108334e55 ">To raise service requests:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108334e55 ">ProductCatalogManagementCCPsl</td> </tr> </tbody> </table> 1. Click **Help Center** on the navigation menu. 2. Click **Service Catalog**. 3. Search or browse for a service, and click **Request**. 4. Fill the form, and submit the request. Service Catalog creates a case and shows the case number for reference. Navigate to the My Cases page to view the related case. <!-- document id=7a806902482067e8a259d3aa8bda5aed836f048228d616ccb78f89709db433fd url=/admin/current/en-us/service/264-0-0/es_raise_service_requests.md --> # Raise Service Requests As employees, request for the human resource (HR) services provided by your company from the Service Catalog page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d153087e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d153087e55 ">To raise service requests:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d153087e55 ">ProductCatalogManagementCCPsl</td> </tr> </tbody> </table> 1. Click **Help Center** on the navigation menu. 2. Click **Service Catalog**. 3. Search or browse for an HR service, and click **Request**. 4. Fill the form, and submit the request. Service Catalog creates a case and shows the case number for reference. If manager approval is required, the request is sent to your manager. Navigate to the My Cases page to view the related case. <!-- document id=43ac4aa738f6116636f6f49ba3e8d255c970aa3b835f0143e39096b7de7acc0e url=/admin/current/en-us/service/264-0-0/miaw_rate_limits.md --> # Rate Limits for Enhanced Chat Before starting your setup process, review the rate limits for Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_rate_limits__d1234e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_rate_limits__d1234e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Rate Limits These rate limits apply to Enhanced Chat: | What | Description | Limit | Notes | | --- | --- | --- | --- | | Access token requests | Maximum number of requests for access tokens per minute. | 200 requests per minute per org | Access tokens are requested when you call setIdentityToken() when user verification is enabled, or when clicking the Chat button when user verification isn’t enabled. | | Renew Token | Maximum number of requests to renew a token per minute. | 200 requests per minute per org | Renew token is used for Enhanced web Chat when user verification is enabled and the user’s Authorization token has expired. The Renew token is used in Enhanced In-App Chat to renew the token regardless of whether User Verification is enabled or not. | | Start Conversation | Maximum number of conversation start requests per 30 seconds. | 3 per page per 30 seconds | For each page or mobile app, the number of times a conversation can be started. | | Messages per minute | Maximum inbound messages (from the end user to the service rep) allowed per minute per conversation. | 22 messages per conversation per minute |   | | File sent per minute | Maximum files sent by an end user to the service rep per conversation per minute. | 12 per conversation per minute |   | | Transcript Downloads | Maximum number of times a file transcript can be requested per conversation. | 3 times per conversation per hour |   | <!-- document id=569a278cec8adcb212dc72bf8c4ee900f3b2e2843685e0f194887d19b47a1772 url=/admin/current/en-us/service/264-0-0/voice_setup_amazon_hvoc.md --> # Reach Your Customers Using High-Volume Outbound Calls Don’t waste time or money on another tool to handle your outbound calls to prospects and customers. Instead, contact millions of people with Amazon Connect Outbound Campaigns. For example, use this feature to remind customers about service appointments, deliveries, and payments due. Or use it to market new products and services. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Although Salesforce Voice uses Amazon Connect Outbound Campaigns, which supports calls, texts, and emails, Salesforce Voice supports calls only. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This method for setting up Outbound Campaigns doesn't support advanced dialing modes such as Predictive and Progressive Dialing, which use AI to automatically manage the calling rate based on real-time rep availability. Predictive and Progressive Dialing are only available for [Outbound Campaigns configured with customer profiles](https://help.salesforce.com/s/articleView?id=service.voice_outbound_camp.htm&type=5&language=en_US). 1. **[Enable High-Volume Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5)** Before you can use High-Volume Outbound Calls in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), you must enable it in Salesforce and your Amazon Connect instance. 2. **[Create a Contact Flow to Transfer High-Volume Outbound Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5)** When a human answers your outbound call, transfer the call to a rep. To set up the transfer, create a contact flow in Amazon Connect. 3. **[Create an Autolaunched Flow to Make the Calls](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5)** To make the outbound calls, create an autolaunched flow that calls each phone number in a list. To call a number, add an SCV Outbound Call action to the flow. To perform the action on each phone number in the list, add a Loop element to the flow. 4. **[Get the Phone Numbers and Start the Flow](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_hvoc.htm&release=264.0.0&type=5)** Get the list of phone numbers to call, and then trigger the autolaunched flow that makes the outbound calls. Set up this process using whatever method you prefer. For example, you can set up this process using an Apex class, the Marketing Cloud Engagement API, or a third-party API. ## Enable High-Volume Outbound Calls Before you can use High-Volume Outbound Calls in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), you must enable it in Salesforce and your Amazon Connect instance. 1. Verify that the outbound campaigns feature is available in your Amazon Connect region. See [Availability of Amazon Connect services by Region: Outbound Campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#campaigns_region). 2. To make high-volume outbound calls, contact Amazon Web Services to increase the service quota for outbound campaigns based on your requirements. See [Amazon Connect Service Quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html). ## Create a Contact Flow to Transfer High-Volume Outbound Calls When a human answers your outbound call, transfer the call to a rep. To set up the transfer, create a contact flow in Amazon Connect. For example, you can add a “Check call progress” block to the flow to check if an answering machine or a human picks up the call. If a human picks up the call, transfer the call to a rep via the specified queue. If an answering machine picks up the call, leave a message using the “Play prompt” block and then disconnect the call. ![This contact flow transfers answered calls to a human and plays a message if the answering machine picks up the call.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_contact_flow_hvoc.png) #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide_: Amazon Connect Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) - [_Salesforce Voice with Telephony Providers Implementation Guide_: AWS Lambda Functions](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_overview.htm) ## Create an Autolaunched Flow to Make the Calls To make the outbound calls, create an autolaunched flow that calls each phone number in a list. To call a number, add an SCV Outbound Call action to the flow. To perform the action on each phone number in the list, add a Loop element to the flow. 1. In Flow Builder, create the autolaunched flow. 2. Create text variables for the required inputs. Mark each variable as available for input. In the next step, you provide these input values. | Input | Description | | --- | --- | | Contact Center Id | ID of your Salesforce contact center. Get this value from Salesforce. | | Contact Flow Id | The ID of the contact flow–not the full ARN. Get this value from your Amazon Connect instance. Use the ID of the contact flow that you created in the previous step. | | Customer Phone Number | The phone number that you want to call. | | Outbound Phone Number | The phone number used to make the outbound call, such as your Customer Service phone number claimed by your Amazon Connect Instance. Get this value from your Amazon Connect instance. | | Queue Id | The ID of the queue to which you want to transfer these outbound calls. For the value, you can use the Salesforce queue ID or AWS Connect Queue ARN. If you provide the Salesforce queue ID, provide the queue ID, not the queue name. If you provide the AWS Connect Queue ARN, provide the full queue ARN. | For example, create a variable for the contact center ID. For information about creating variable resources in a flow, see [Flow Resources](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources.htm&type=5&language=en_US). ![The variable stores the contact center ID.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_hvoc_amazon_autolaunched_flow_variable.png) 3. To make multiple outbound calls, one for each phone number in the list, add a Loop element to the flow. 4. Add an SCV Outbound Call action to the flow. This action calls the provided phone number and returns the contactId as output. ![The SCV Outbound Call action makes the calls.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_hvoc_autolaunched_flow_scvOutboundCallAction.png) 5. Save the flow. ![The autolaunched flow makes the calls.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_hvoc_autolaunched_flow.png) ## Get the Phone Numbers and Start the Flow Get the list of phone numbers to call, and then trigger the autolaunched flow that makes the outbound calls. Set up this process using whatever method you prefer. For example, you can set up this process using an Apex class, the Marketing Cloud Engagement API, or a third-party API. To understand how to set up the process, see this Apex class. This class gathers the list of phone numbers, provides values for all expected flow input parameters, and then starts the flow to make the outbound calls. ``` Map<String, Object> params = new Map<String, Object>(); List<String> phoneNumberList = new List<String> {'<test_phone_number1>', '<test_phone_number2>', '<test_phone_number3>'}; params.put('customerPhoneList',phoneNumberList); params.put('contactCenterID','04vxx0000004C92AAE'); params.put('contactFlowId','7f05b071-8991-4dd2-ae9c-c449bc360bce'); params.put('queueID','00Gxx000000s4dgEAA'); params.put('outboundPhoneNumber','+15555555555'); Flow.Interview.<FLOW_API_NAME> myFlow = new Flow.Interview.<FLOW_API_NAME>(params); myFlow.start(); ``` Make sure that the resource names of the input parameters in the SCV Outbound Call action in the flow match the names of the keys passed from this Apex class. <!-- document id=449d5fae6f6f9239125f4ad32e8df8cebd367678971e7245ae23f9410c50122f url=/admin/current/en-us/service/264-0-0/workforce_engagement_about_real_time_adherence.md --> # Real-Time Adherence Team leads can see which agents are working in their assigned shift segments and which agents are out of sync with their schedule. When agents are out of sync past a defined threshold, they’re considered out of adherence. A red line in the agent’s current shift segment indicates that the agent is out of adherence. The agent also receives an error message in Agent Home. The team lead can then communicate with the agent, determine why they’re out of adherence, and update their shift if necessary. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d149010e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">To view, create, and edit workload histories, intelligent forecasts, and to view and create capacity plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">Workforce Engagement Analyst or Workforce Engagement Planner</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">To view, create, and edit shifts and shift segments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">Workforce Engagement Planner</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">To receive email notifications from Intraday Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149010e58 ">Workforce Engagement Agent</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You need an Omni-Channel queue-based routing workflow to access real-time adherence. Intraday Management relies on a service presence status and an adherence threshold to provide real-time adherence information. - The service presence status indicates which type of activity a shift segment represents. For example, when an agent is assigned to a shift segment with an associated service presence status called Emails, they’re expected to work on this activity. The agent must also set the service presence status in their Omni-Channel widget to Emails. If the agent sets the activity to something other than Emails, they risk being out of adherence. - An adherence threshold indicates how long an agent’s service presence status set in their Omni-Channel widget can differ from the status associated with their current assigned shift segment. You can set an adherence threshold for 0, 5, 10, or 15 minutes. If an agent’s status in their Omni-Channel widget continues to differ past the adherence threshold, the agent is considered out of adherence. <!-- document id=6dc0f4af518b95d563f27cb0021503f2f6722e6203ad0a49fbd08d371237e6e8 url=/admin/current/en-us/service/264-0-0/csi_realtime_insights.md --> # Real-Time Insights Track customer sentiment in real time from within the case record and watch how it trends as a case progresses. These trends give case owners the insight they need to prioritize their workload effectively. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner and Adaptive Experience add-ons</td></tr></tbody></table> - **[Add Widget to See Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_rti_widget.htm&release=264.0.0&type=5)** Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice. - **[Turn On Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_enable_rti.htm&release=264.0.0&type=5)** Set up real-time sentiment insights for your cases and take effective action to help your customers. - **[View Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_view_rti.htm&release=264.0.0&type=5)** See sentiment insights for your cases in real-time so you can take effective action to help your customers. - **[Manage Real-Time Insights](https://help.salesforce.com/s/articleView?id=service.csi_manage_rti.htm&release=264.0.0&type=5)** Adjust how often real-time sentiment insights are generated for your cases or turn them off completely. <!-- document id=48dfdbfab2a87b9bc5afed2c7b92752a8addc8bb27d876c1e50ec7d2377b0587 url=/admin/current/en-us/service/264-0-0/omnichannel_agent_reassign_work.md --> # Reassign Work Manually Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you can reassign a work item, turn on **Enable Enhanced Omni-Channel** in the Omni-Channel settings. To reassign work to a rep, turn on **Enable Skills-Based and Direct-to-Agent Routing** as well. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To reassign work directly to a rep, you must have View All Users permission. 1. To reassign a work item to a new routing destination, on the record page, click **Reassign** and select the new routing destination. If the Reassign button is missing, ask your admin to add it to the page. ![Reassign button in the Case details page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_work_reassign.png) 2. To reassign the work item to a queue, select the queue. When you reassign work to a queue, the queue must have a routing configuration. If it doesn’t, it will not appear in the list of available queues to reassign work to. 3. To reassign the work item to a service rep, select the service rep. 4. To reassign the work item to a skill set, select the skill. You can select up to 10 skills. When you reassign work to a skill, the skill level is set to 0. To specify the skill level, reassign the work to a flow where you can define the skill level requirement. 5. To reassign the work item to an Omni-Channel flow, select it. 6. Click **Reassign**. What happens behind the scenes when work is reassigned? After you reassign a work item (known as an "AgentWork record" in the backend, a new AgentWork record is created. The status of the original work record varies depending on the routing destination and whether you use tab-based or status-based capacity. For tab-based capacity, work that isn’t canceled is closed when the tab closes. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e144">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e147">Status of Existing Work with Tab-Based Capacity</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191700e150">Status of Existing Work with Status-Based Capacity</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a queue.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a queue.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a queue.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 "> <p style="margin-bottom:0;" dir="ltr">Accepted</p> </td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a skill.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a skill.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Accepted</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Closed</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Assigned status to a rep.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Canceled</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Canceled</td> </tr> <tr class=""> <td data-label="Scenario" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e144 ">Reassign existing work with Accepted status to a rep.</td> <td data-label="Status of Existing Work with Tab-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e147 ">Accepted</td> <td data-label="Status of Existing Work with Status-Based Capacity" dir="ltr" class="slds-cell-wrap" style="vertical-align:top;" headers="d191700e150 ">Close</td> </tr> </tbody> </table> - **[Work Reassignment Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_reassignement_limitations.htm&release=264.0.0&type=5)** Before using the work reassignment feature, be aware of these limitations. <!-- document id=efa65170f57cf11dea5365b3db952d21acd7d4e3eb4ee87ae84f75df4761b9d3 url=/admin/current/en-us/service/264-0-0/fs_agentforce_rebook.md --> # Rebook Appointments with Agentforce Rebook appointments from the Gantt or by conversing with Agentforce in natural language. Agentforce then ‌contacts the customer to coordinate the appointment at a time that suits them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d170286e82">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To use the option from the Classic Dispatch Console or the Schedule Console: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Rebook with Agentforce from Dispatch Console </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To let the agent perform the action:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Field Service AI Agent Permissions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To let the agent run the required flow:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Run Flow </td> </tr> </tbody> </table> If you can’t see this option, ask your admin to [set it up](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_aea_agent_studio.htm&release=264.0.0&type=5 "Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce.") using the New Agentforce Builder. 1. There are 2 ways to initiate the rebooking of an appointment with Agentforce from the Classic Dispatcher Console or the Scheduling Console. - Select an appointment from the Gantt or the appointment list and click the **Rebook with Agentforce** action. - Use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to 20 appointments. Make sure to include the date and only one of these parameters: resource name, contact name, work type, or service territory. Multiple parameters can cause incorrect rescheduling. However, multiple instances of the same parameter can be included. For example, “Reschedule all of today's appointments for North Los Angeles and East Los Angeles”. See [Sample Utterances](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_utterances_studio.htm&release=264.0.0&type=5 "These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder.") for additional phrases you can use. 2. Agentforce then checks that the appointment: - Doesn’t have an active messaging session - Isn’t part of a complex work chain - Isn’t pinned - Isn’t a bundle service appointment - Isn’t a bundle member service appointment - Isn’t in the Canceled or Completed status category If any of these checks fail, you receive a notification to inform you that Agentforce can’t rebook the appointment. 3. If all of these checks pass, the appointment is considered eligible for rebooking and Agentforce checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel - Has a related messaging user who hasn’t opted out of this service 4. If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked. 5. If the customer replies and proceeds with rebooking the appointment, Agentforce helps them find and schedule a new time slot. 6. If the customer confirms, the appointment is rebooked and you’re notified. 7. If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. You can pick up the conversation from the inbox in the [Omni-channel component](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_omni_channel.htm&release=264.0.0&type=5 "After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar."). 8. Keep an eye on the status of the appointment in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=50eaf9f65879ab09c8d945b633b1fe0aa317b551b73fef478fc02a3cd472c43d url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_file_inbound.md --> # Receive a File with an Enhanced Bot Set up your enhanced bot to request and store a file upload from a customer, so you can reduce service rep handle time by collecting files before a service rep joins the conversation. For example, request documentation related to an insurance or other reimbursement claim. Or prompt a customer for additional information about a possible issue, such as a screenshot of an error message. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71886e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71886e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71886e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Supported file types and sizes vary by channel. See [Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&type=5&language=en_US). Each File dialog step accepts one successful upload only, so keep these considerations in mind when designing your dialog. - On most channels that support multiple file attachments, the bot end user must attach all files in one message. If the user attempts to send one file per message, the first file is saved and the bot moves to the next step in the dialog. If you expect your user to upload multiple files, include specific guidance in the Message field of your File step. A Enhanced Chat user can only send one total file to an enhanced bot. - Create a File dialog step each time you request a file from your customer. If you reuse the same File dialog step, each customer response overwrites the variable and only the most recent file upload is stored. - For best results, the bot end user should attach a file to a blank message. On some channels, when a message includes text and an attached file, the text and file are broken into separate messages and the text is delivered before the file. The bot recognizes the first message as the upload attempt and enters upload failure handling, if configured. Consider including specific guidance in the Message field of your File step and in any retry attempts. 1. From the Bot Builder, select **Dialogs**, and then select the dialog that you want to use to receive a file upload. 2. From the Dialog Component Library, drag the **File** dialog step onto the canvas. 3. In the Step Properties panel, in the File Interaction field, select **Receive File**. 4. Enter a message that prompts the bot end user to send a file. We recommend telling your user to attach their file to a blank message. If you expect your user to upload multiple files, tell your user to submit all files in one message. ![Message field in the Step Properties panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_file_inbound_message.png) 5. Select or create an ID list variable with the object type set to Content Version to store the reference to the file. ![New Id list variable with the sObject Type set to Content Version](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_file_inbound_variable.png) 6. In the Upload Success Handling section, enter a message to confirm that the end user’s file upload was successful. ![Success message field in the Step Properties panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_file_inbound_success.png) 7. Optionally, add upload retry attempts to prompt the end user to try again if the initial file upload fails. In the Upload Failure Handling section, include one or two retry attempts, and add details about any file type and size requirements. ![Two upload retry attempt messages in the Step Property panel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_file_inbound_failure.png) After the bot makes these attempts, tell the bot how to resolve the issue. Specify whether the bot prompts the customer to send a file until the upload is successful or moves on to the next dialog step without filling the variable. ![Two radio buttons with the Repeat repair attempts option selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_file_inbound_what_next.png) 8. Save your changes. Then when you’re ready, activate your bot. When a file upload is successful, the file is attached to the messaging session and stored in the Files page of Setup. <!-- document id=14d86e9aa2c13b6c058fb7c7b6198dd6374ab6707af6708865be4f41ecab07f5 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_receive_ntfctns.md --> # Receive Notifications in Slack for IT Services Keep employees and fulfillers informed about their IT tickets in real time without ever leaving their workflow. By receiving proactive updates directly in Slack, both employees and fulfillers are kept in the loop, ensuring a smooth, transparent support experience for everyone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge After an employee creates a ticket, they often lack visibility into its status, leading to unnecessary manual effort to check for updates. Similarly, fulfillers must manually check queues or rely on asynchronous channels like email to be aware of new assignments, which can delay their response to critical issues and create process bottleneck. ## Solution Notifications in Slack create an effortless, two-way communication channel that solves these problems for both employees and fulfillers. - Employees are kept in the loop automatically. They receive real-time updates on their tickets in the same place they communicate with their colleagues, reducing anxiety and increasing trust in the support process. ![employee notifications in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_empl_ntfctns.png) - New work is pushed to the IT team in their primary communication tool. They are immediately aware of new assignments and required actions without having to manually check queues, which eliminates the lost time between ticket assignment and agent action. ![fulfiller notifications in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_service_cloud_ntfctns.png) - Improved communication reduces delays by instantly notifying users when IT team needs more information or when an approval is required, which helps prevent process bottlenecks. <!-- document id=2f875dbaf7960051ce9efdc19c0faddba4d7ab8a2ab942882db852a100da8082 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_receive_returned_hardware.md --> # Receive Returned Hardware Receive serialized hardware at a destination inventory location to complete asset reclamation. Processing incoming returns automatically updates asset lifecycle states, increments inventory counts at the receiving location, and logs an immutable audit trail. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d77091e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77091e74 ">To manage return orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77091e74 ">Hardware Asset Management Inventory Manager</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select **Return Orders**. 3. Select the incoming return order number. 4. On the Related tab, select each return order line item. 5. Verify the hardware and update fields such as **Quantity Expected** and **Quantity Received** to account for all assets. 6. Save your changes and return to the return order record. 7. From the Details tab, set the status of the return order to **Closed**. Closing the order triggers updates to your inventory. - The asset status updates to Reclaimed. - The **Quantity On Hand** field on the associated product item increments at the destination inventory location. - The system logs a transaction in the **Asset Activity** ledger to provide a clear audit trail. - Reclaimed assets temporarily enter an **On Hold** state. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Reclaimed assets remain isolated from active inventory while on hold. Evaluate the physical condition of each asset to determine the next lifecycle transition, such as refurbishing, reassigning, or initiating a hardware disposal order. <!-- document id=87e4fcb03be9049f70352e66395a0115d8b445c4c577df2b034ef4e7d744e56b url=/admin/current/en-us/service/264-0-0/mfs_offline_recs_considerations.md --> # Recommendations and Considerations Before you set up and use the Field Service mobile app, learn about the differences between the offline and online experience and considerations for use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Recommendations Understanding the differences between offline and online experiences is crucial, as certain features require online access to function correctly. These differences are detailed in the Considerations and Limitations section of the [Mobile and Offline Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/intro.htm), which is essential reading for success when working with Lightning web components. We recommend developing your components while online and thoroughly testing their behavior in online and offline scenarios. For field testing, limit participation to features or users who are aware of the limitations of early access software to avoid compromising your business operations. ## General Considerations - The Lightning Web Components framework includes a wide range of built-in components, a number of modules that enable features, and a range of wire adapters for data access. The implementation currently available in the Field Service mobile app supports a subset of these features. See additional details in the [Mobile Offline Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/intro.htm) and the [Field Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_mobile_intro.htm). - Field Service offline-specific features support only Lightning web components. Aura components and Visualforce aren’t supported. - Field Service offline-specific features rely on platform-native implementations that are only available in an offline-enabled mobile app, such as Salesforce Field Service. They don’t work in a web browser, whether on a mobile device or a desktop. - Some settings don’t affect offline use but can affect data usage. - Record data cache time: This setting controls how long cached data is valid. After this cache time expires, the app checks for updates on the next sync or when the record is accessed. Setting the cache time to a low value can lead to excessive network usage and decreased performance. To ensure that your data cache remains up to date, sync data frequently, especially if you work offline often. - Schedule update frequency time: This setting controls how frequently the user’s schedule is checked for updates. Consider using the highest value to reduce data usage. Additionally, schedule updates can be triggered from push notifications to further reduce data usage. If a large volume of data exists, priming can take a while from the initial app launch or after a user logs on to the app. ## Offline Considerations - The Field Service mobile app and LWCs don’t have a reliable way to detect online or offline status, as connectivity can change frequently and mobile signals are often unreliable. Our goal is to make sure that LWCs function offline first, treating offline use as a normal condition, not a failure. We recommend designing components with this consideration in mind. - The Field Service mobile app automatically preloads (primes) data for offline use. You can customize your priming strategy with Briefcase Builder by creating briefcase definitions tailored to your users’ needs. - The app also primes essential metadata. For example, custom object and field definitions, page layouts, quick actions, flow metadata, and other Salesforce metadata, including the necessary LWC code for offline apps. While the app doesn’t have specific knowledge of your custom LWC features, it analyzes and loads relevant objects, layouts, and components. To improve this process and boost performance, follow the Mobile and Offline Developer Guide. - During priming, you can use your device for other tasks, but download start times vary: Android devices download records immediately, while iOS devices sometimes download records with a delay. - When the Field Service mobile app is running in the background, there is a difference in how Service Appointment notifications are handled between Android and iOS. On Android, the updated notification is automatically primed. On iOS, the mobile worker needs to tap the notification to prime it. <!-- document id=f755918c00e99bda05281cdee35f46de20f8220e016ac74dd473a55fc459b190 url=/admin/current/en-us/service/264-0-0/pfs_copilot_dispatcher_interact.md --> # Recommended Agentforce Utterances for Dispatchers You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d179889e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e80 ">To user Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e80 ">Use Agentforce Default Agent</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e80 ">To use Field Service Dispatcher actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e80 ">Access Agent Topics and Actions for Field Service</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Terminology for Interacting with Agentforce Use these utterances with the Create Appointment List Filter and Summarize Scheduling Issues actions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Utterances about rule violations aren’t supported. | Get a Schedule Summary | Create a Filter from an Agentforce Search | Fill Gaps | | --- | --- | --- | | Summarize my schedule | Display in the appointments list | Fill schedule gap for today for resource X | | Summarize the schedule for today | Display these appointments in the list | Fill gaps for today for resource X | | Summarize my schedule issues | Display these in the appointments list | Fill schedule gap for resource X | | Summarize scheduling issues | Display them in the appointments list | Fill gaps for resource X | | Create a gantt summary | Display these appointments in the gantt list | Fill whitespaces for today for resource X | | Create a schedule overview | Display in list | Fill whitespaces for resource X | | Create a schedule summary | Display appointments in list | Fix whitespaces for today for resource X | | Create a scheduling issues summary | Display these in the list | Fix whitespaces for resource X | | Show me the schedule summary | Display them in the list | Fill schedule gap for date Y for resource X | | Show me the Gantt summary | Display results in the appointments list | Fill gaps for date Y for resource X | | Show me my schedule issues for today | Display appointments in gantt list | Fill whitespaces for date Y for resource X | | Show me the schedule issues for today | Display in the appointment list | Fix whitespaces for date Y for resource X | | Show me today's scheduling issues | Display these in the appointment list | Find appointments to fill the gap for resource X | | Show me my scheduling issues for today | Display them in the appointment list | Find appointments to fix the gap for resource X | | Summarize my schedule for territories X and Y (territory names) | Display the results in the appointment list | Find appointments to fill whitespaces for resource X | | Summarize my schedule issues for territories X, Y or for X, Y (territory names) | Create a filter | Find appointments to fill the gap for today for resource X | | Summarize my schedule issues for territories X, Y or for X, Y (territory names) | Create a filter for these appointments | Find appointments to fix the gap for today for resource X | | Create a Gantt summary for territories X, Y or for X, Y (territory names) | Create a filter for this search | Find appointments to fill whitespaces for resource X for today | | Show me the schedule summary for territories X, Y or for X, Y (territory names) | Create appointment list filter | Find appointments to fill the gap for date Y for resource X | | Summarize the gantt | Create an appointment list for them | Find appointments to fix the gap for date Y for resource X | | Generate a schedule summary | Show these appointments in the list | Find appointments to fill whitespaces for date X for resource X | | Generate a schedule summary for territories X, Y (territories names) | Move to the appointment list | Fill schedule gap for X | | Display a summary of today's scheduling issues | Move them to the gantt list | Fill the gap in X's schedule tomorrow | ## Examples of Dispatcher Utterances These utterances give Field Service dispatchers the best results when searching for specific appointments. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d179889e454">Expected Result </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d179889e457">Examples of Recommended Utterances</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Today’s unscheduled appointments </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 ">Show me all unscheduled appointments that are due today. </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Unscheduled appointments in a specific service territory </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all unscheduled appointments in the <service territory name> service territory. </p> <p style="margin-bottom:0;">Example: Show me all unscheduled appointments in the San Francisco service territory.</p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Today’s scheduled appointments that can’t be completed </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 ">Show me scheduled appointments for today that can’t be completed. </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Late appointments </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 ">Show me incomplete appointments that have passed their due date. </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Appointments that are currently in progress </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 ">Show me all appointments that are in progress. </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Appointments on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all appointments that are scheduled on <date>. </p> <p style="margin-bottom:0;">Example: Show me all appointments that are scheduled for June 6. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Appointments for a specific account </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all appointments that are scheduled for <account name>. </p> <p style="margin-bottom:0;">Example: Show me all appointments that are scheduled for Ursa Major. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Unscheduled appointments for a specific account </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all unscheduled appointments for <account name>. </p> <p style="margin-bottom:0;">Example: Show me all unscheduled appointments for Ursa Major. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Related appointments of a specific account </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all service appointments that are related to <account name>. </p> <p style="margin-bottom:0;">Example: Show me all service appointments that are related to Ursa Major. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Scheduled appointments for a specific service type on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all appointments with the "<service type>" subject that are scheduled on <date>. </p> <p style="margin-bottom:0;">Example: Show me all appointments with the “maintenance” subject that are scheduled on June 6. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Today’s unscheduled appointments for a specific service type </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all unscheduled appointments that their due date is today with the "<service type>" subject. </p> <p style="margin-bottom:0;">Example: Show me all unscheduled appointments that their due date is today with the “repair” subject. </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Emergency appointments that are scheduled on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Show me all appointments that are scheduled on <date> with “emergency”=true </p> <p style="margin-bottom:0;">Example: Show me all appointments that are scheduled on June 6 with “emergency”=true </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Number of appointments on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>How many appointments are scheduled on <date>? </p> <p style="margin-bottom:0;">Example: How many appointments are scheduled on June 6? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Number of today’s scheduled appointments in a specific service territory </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>How many appointments are scheduled for today in the <service territory name> service territory? </p> <p style="margin-bottom:0;">Example: How many appointments are scheduled today in territory San Francisco? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Number of scheduled appointments that were completed on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>How many scheduled appointments were completed on <date>? </p> <p style="margin-bottom:0;">Example: How many scheduled appointments were completed on June 5? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Total duration of completed appointments on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>What is the total job duration of the scheduled appointments on <date> that were completed? </p> <p style="margin-bottom:0;">What is the total job duration of the scheduled appointments on June 5 that were completed? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Total duration of completed appointments for a specific service type on a specific date </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>What is the total job duration of the scheduled appointments on <date> with the "<service type>" subject? </p> <p style="margin-bottom:0;">Example: What is the total job duration of the scheduled appointments on June 5 with the “Installation” subject? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">Name of the service resource who is assigned to a specific service appointment </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>Who is the service resource for <service appointment number>? </p> <p style="margin-bottom:0;">Example: Who is the service resource for sa-0027? </p> </td> </tr> <tr class=""> <td data-label="Expected Result" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e454 ">The scheduled time of a specific service appointment </td> <td data-label="Examples of Recommended Utterances" class="slds-cell-wrap" style="vertical-align:top;" headers="d179889e457 "> <p>When is <service appointment number> scheduled? </p> <p style="margin-bottom:0;">Example: When is sa-0027 scheduled? </p> </td> </tr> </tbody> </table> #### See Also - [Set Up the Field Service Dispatching Agent](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatcher_setup.htm&language=en_US) <!-- document id=63f02f8b9f5e6667e9ff0e58cf22d828ff67ea3b1793af44b09c08d8387a32a6 url=/admin/current/en-us/service/264-0-0/fs_einstein_copilot_utterances.md --> # Recommended Agentforce Utterances for Mobile Workers The default Agentforce agent can help mobile workers in Field Service find information quickly and efficiently with natural language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Field Service add-on. Also available in <strong>Einstein 1 Field Service</strong> Edition.</p> <p style="margin-bottom:0;">To purchase the Einstein for Field Service add-on, contact your Salesforce account executive. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Einstein generative AI is available in Lightning Experience.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Agentforce is available in Lightning Experience. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To access Field Service mobile work template, users need the Agentforce Employee Agent add-on license.</td> </tr> </tbody> </table> ## Examples of Mobile Worker Utterances Here’s a list of recommended utterances that give Field Service mobile workers the best results. | Expected Result | Examples of Recommended Utterances | | --- | --- | | The details of my next appointment | What’s my next service appointment? | | The details of my next work order | Show me my next work order | | The details of my next work order line item | Find my next work order line item | | Today’s appointments | Show me my service appointments scheduled for today | | Today’s work orders | Show me my work orders scheduled for today | | This week’s work orders | Show me my work orders for the upcoming week | | The address of the next scheduled appointment | What’s the address of my next service appointment? | | The details of the asset that’s relevant to the next appointment | What’s the asset for my next appointment? | <!-- document id=afcd9bed23462f838bf19c9013e6f7a9c804118369763672bcb3cb50911d57a0 url=/admin/current/en-us/service/264-0-0/fs_record_asset_downtime.md --> # Record Asset Downtime in Field Service Use the Asset Downtime Periods related list to record details of planned and unplanned downtime. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> When an asset is shared, its asset downtime period records are also shared. 1. Open the asset record and the Related tab. 2. Next to Asset Downtime Periods, click **New**. 3. In Downtime Type, select Planned or Unplanned. ![New Asset Doewntime Record screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_asset_downtime_record.png) 4. Enter the date and time for the start and end of the downtime. 5. Enter a description of the reason for the downtime. 6. Save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Enter details for downtime that occurs during the hours when the asset is expected to be available. For example, a public elevator in a retail store is expected to be available from 8 AM to 8 PM. In this example: - Planned maintenance performed between 9 PM and 10 PM isn’t recorded as downtime. - Unplanned maintenance performed between 7 AM and 9 AM is recorded as unplanned downtime from 8 AM to 9 AM. - Unplanned maintenance performed between 1 PM and 11 AM the following day is recorded as two down time records: - Unplanned downtime from 1 PM to 8 PM on the first day. - Unplanned downtime from 8 AM to 11 AM on the second day. If downtime outside the expected uptime is recorded, the reliability and availability figures are understated. In extreme cases, they can be reported as negative. <!-- document id=68f448407cb637b57fa6b8e4a5d43dff1196efc963fc68b6167fcd43881b48b3 url=/admin/current/en-us/service/264-0-0/voice_personal_grtng.md --> # Record Personalized Voicemail Greetings for Inbound Calls Improve the calling experience for your customers by recording voicemail greetings that play automatically when you’re unable to answer a call. Any messages that your callers leave in response are stored in your voicemail box for you to review at any time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d52681e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52681e66 ">To record and use voicemail greetings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52681e66 ">Manage Voicemail Greetings</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52681e66 ">To receive calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52681e66 ">Salesforce Voice Contact Center Rep</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Your admin can clone the **Salesforce Voice Contact Center Rep** or **Admin** permission sets to enable the **Manage Voicemail Greetings** user permission. This feature is available for all users that belong to the cloned permission set. Admins can add or remove users from the permission set as required. Applies to these telephony models - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony (if supported by your telephony provider) You can record up to ten voicemail greetings and store them in your voicemail library. You must set one message as the default. If you haven’t set a default recording, the first message is automatically selected as the default. 1. From your profile, go to **Settings**. 2. In the Quick Find box, enter Voice, and select **Voicemail Settings**. ![Quick Find box, with Voicemail Settings highlighted under the Voice menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_greeting1.png) 3. To add a voicemail greeting, click **Add Voicemail Greeting**. 1. Enter a name for the recording. 2. **Upload a file** or **Record an Audio** from your preferred input device to create the voicemail message. The audio file that you upload must be in .wav format with an 8 kHz sample rate and mono channel. 4. Save your changes. Your voicemail greetings are shown in the **Inbound Voicemail Greetings** table. From here, you can reorder the list to change their priority. ![Inbound Voicemail Greetings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_greeting3.png) Use the **Set Default** option to set a recording as the default greeting. Use the **Download** or **Delete** option to download or delete the recording. If you’ve claimed phone numbers, or your admin has assigned them to you, link a specific voicemail greeting to each number so that your callers hear the most relevant message. For more information, see [Procure and Manage Phone Numbers](https://help.salesforce.com/s/articleView?id=service.phone_assignmnt.htm&release=264.0.0&type=5 "Procure and claim phone numbers for yourself without waiting for admins to assign them to you. You can choose from available local or standard company phone numbers, depending on your business requirements."). If you created the S3 bucket and added it to your Amazon Connect instance manually, you must attach this CORS (Cross Origin Resource Sharing) configuration to the bucket: ``` [ { "AllowedHeaders": ["Content-Type"], "AllowedMethods": ["PUT"], "AllowedOrigins": ["https://yourdomain.lightning.force.com"], "ExposeHeaders": ["ETag", "x-amz-request-id", "x-amz-id-2"], "MaxAgeSeconds": 300 } ] ``` ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To use this feature with Salesforce Voice with Partner Telephony, your telephony provider must implement the `VFSProvider` apex interface. ## Listen to Voicemail Messages View and listen to the voicemails that callers leave in response to your greeting message. - Create a custom list view in the **Voice Calls** tab. - Filter the list with the **Owner** as yourself and set the **CallOrigin** field value as **Voicemail**. See [Create List View](https://help.salesforce.com/s/articleView?id=xcloud.customviews_lex.htm&type=5&language=en_US) for more information. ![Custom List View on Voice Calls](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_greeting2.png) - Select the required voicemail record and go to the **Recording** tab to play the message. ## Limitations of Voicemail Greeting Keep these limitations of Voicemail Greeting in mind. - You can’t delete a default recording. To delete your current default, first set a different recording as the default. - You must access the **Voice** and **Voicemail Settings** tabs directly from a Lightning page. Otherwise, the uploads to the S3 bucket might be rejected due to Cross-Origin Resource Sharing (CORS) errors. - To upload an audio file, it must be in .wav format, recorded with an 8 kHz sample rate and mono channel. This avoids playback issues such as distorted or robotic sound. #### See Also - [Salesforce Voice with Partner Telephony Apex Reference: VFSProvider](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_apex_reference.htm) - [Object Reference for the Salesforce Platform: ConversationVendorInfo](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationvendorinfo.htm) <!-- document id=6b4a707a9f647f3d08c8955ea7c7de6cfaef41091ac1f1dcf43582e8f8670a1b url=/admin/current/en-us/service/264-0-0/fs_record_product_warranties.md --> # Record Product Warranties in Field Service Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you provide to rectify issues with products you sell or install. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> To create a standard warranty, assign warranty terms to a product or product family. Then, when you sell or install a product, record details of additional or extended warranties along with exclusions and void terms. Setting up warranty information involves these steps: - Create warranty terms. - Assign warranty terms to a product or product family. - Create an asset and (if your admin hasn’t set up automation) add the standard warranty terms for the product. - Enter additional or extended warranty terms for the asset. **Create Warranty Terms** 1. Navigate to Warranty Terms, and click **New**. 2. Enter the details of the warranty term. 3. Save the record. **Assign Warranty Terms to a Product** 1. Navigate to the Product, and from the Warranty Terms related list, click **New**. 2. Search for a warranty term. 3. Choose whether this warranty term applies to the product or product family. 4. Save the record. **Enter Additional or Extended Warranty Terms for an Asset** When an asset is created, it picks up the standard warranty terms for the product. You can then modify these terms or add new ones. 1. Navigate to the Asset, and from the Asset Warranties related list, click **New**. 2. Search for a warranty term or enter details of the warranty term. 3. Save the record. #### See Also - [Organize Products with Product Families](https://help.salesforce.com/s/articleView?id=sales.customize_productfamily.htm&type=5&language=en_US) <!-- document id=7083c9efcf7f6d8ba9ce574e11709be59cbf9374a5e6c37cf3f2d0e38b1a7fa6 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_record_types.md --> # Record Type Considerations for Lightning Knowledge Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When you build your knowledge base, plan how to get the most from your record types by customizing profiles, page layouts, and other features. - Create record types - Customize Page Layouts - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") <!-- document id=b807c3b9f0e99b43e1ea057260a563c96a94d9a6a575eb38e08a3dc777c9b329 url=/admin/current/en-us/service/264-0-0/fs_recordset_filter_criteria_fields.md --> # Recordset Filter Criteria Fields Recordset filter criteria and recordset filter criteria rules have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Recordset Filter Criteria Filter criteria store service appointment field criteria used for shift scheduling. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d168885e81">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d168885e84">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Active</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 ">Marks the recordset filter criteria available for use with the source object. For example, active criteria can be used to filter shifts in scheduling and optimization.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 ">Notes or context about the recordset filter criteria.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Filtered Object</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 "> <p>Defines which object contains the records to be filtered. Possible values are:</p> <ul> <li>Asset</li> <li>Service Appointment</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Owner Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 ">The owner of the recordset filter criteria.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Recordset Filter Criteria Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 ">The name of the recordset filter criteria.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e81 ">Source Object</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d168885e84 "> <p>(Read only) Defines which object contains the link to the filter criteria. Possible values are:</p> <ul> <li><code>Shift</code></li> <li><code>Maintenance Work Rule</code></li> </ul> </td> </tr> </tbody> </table> ## Recordset Filter Criteria Rules | Field Name | Description | | --- | --- | | Logical Operator | Defines if the criteria is valid if all conditions are true or at least one of the conditions is true | | Add lead-time to usage-based work rules | Allows you to create counter-based usage and duration-based usage rule types. | | Criteria Field | The Service Appointment or Asset field used in the filter condition rule. | | Recordset Filter Criteria | The ID of the linked recordset filter criteria. | | Recordset Filter Criteria Rule Number | (Read only) Auto-generated number that identifies the filter condition rule. | | Operator | The criteria used to compare the Criteria Field to the Value field. | | Value | The value of the service appointment field to match on. | | Usage Rate | Stores the daily usage rate of the asset. The unit for the usage rate must be per day. | | Add Condition | Adds another rule to the criteria. | #### See Also - [Create Criteria-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create_any_criteria.htm&release=264.0.0&type=5 "Create recordset filter criteria using standard or customized fields on assets to identify thresholds that trigger maintenance work.") - [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&release=264.0.0&type=5 "Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift.") - [Create Usage-Based Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_create_usage_based_rfc.htm&release=264.0.0&type=5 "Use maintenance work rules to create work orders and schedule preventive maintenance based on asset usage.") <!-- document id=99d8d0e023a2a6936dcd668994fcb1379cd70cd8f0fc7f45a17f9f2f3149e084 url=/admin/current/en-us/service/264-0-0/bots_service_bias.md --> # Reduce Bias in Einstein Bots Reduce the amount of bias in your Einstein bot by revising your bot script and intent model. Use accessibility best practices and design by channel to create a great bot experience every time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When building your Einstein Bot, it’s important to think about unintentional built-in bias. The more the humans building the bot can reduce bias, the stronger the bot experience and the greater likelihood of customer retention. After the bot is launched, review the bot’s metrics regularly, and revise the bot as needed to decrease bias. Learn more about different types of bias on Trailhead: [Recognize Bias in Artificial Intelligence](https://trailhead.salesforce.com/content/learn/modules/responsible-creation-of-artificial-intelligence/recognize-bias-in-ai). Here are some ways to reduce the risk of introducing bias into your bot. ## Build bots with your target audience in mind. Teams run the risk of losing sight of the target audience if they go too wide or too narrow in implementation. For example, bots that are written generically to handle the widest range of audiences can lead to frustrating interactions for groups whose speaking patterns vary from the assumed standard dialect. Teams can also design too narrowly and use too much slang or jargon, which users can interpret as out of touch, or even on the verge of cultural appropriation. Fine-tune your bot script by sharing it with stakeholders from your target audience and revising it based on their feedback. You can also learn more about the best ways to craft bot conversations by taking the [Conversation Design Trailhead](https://trailhead.salesforce.com/content/learn/modules/conversation-design) and hiring a conversation designer to review your work. ## Build a balanced and diverse intent model for accurate intent recognition. Intent models with unbalanced data or a lack of diverse data can introduce bias if the bot moves the conversation with users in unexpected directions. Unbalanced data models favor the intent with more utterances, potentially leading to incorrect intent recognition and drop off. Bots that don’t understand the many ways to phrase an intent move into a confused state, which can frustrate the user. Intent models are balanced by including roughly the same number of utterances for each intent. The minimum number of utterances varies by language, but in all cases more utterances result in a more accurate and repeatable intent recognition. You want your utterances to include many different ways to say your intent. Additionally, you want them to be varied across multiple dialects, slang, misspellings, and speech impairments to ensure that all audiences are included. Many template bots in Einstein Bots come preloaded with balanced intent data for specific intents, but you can source your own through internal crowdsourcing or with a survey company. Make sure that the people that you ask to generate utterances for your intent model capture the makeup of your target audience. For example, build a bot for college students that reflects the audiences that are attending college, not just people between the ages of 18–24. Learn more about building a great intent model at [Use Intents to Understand your Customers](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!"). ## Build a bot that considers accessibility and channel specifics. Bots are designed to exist on a specific channel. Each major channel, including Chat, SMS, Facebook Messenger, WhatsApp, and Slack, has their own ways to make their channel accessible, so building a bot without researching these methods can lead to a poor final product. This issue is problematic when your bot deploys on more than one channel at a time. We recommend that teams test their bots on the intended channel before deployment and turn on accessibility tools to confirm that the bot works for all customers. If a bot is deploying to multiple channels, it’s best to design the bot to fit the most restrictive channel. For instance, customers viewing a bot with a menu deployed on SMS must type their choice instead of clicking the menu item. In rare instances, the customization can be too different between channels to share one bot. In those cases, we recommend cloning the bot before customizing. <!-- document id=db1361beda1f2de5e0c62dea5571805b76b04c3ed5a398de75d1dd351ceeec18 url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence.md --> # Reduce Support Rep Handling Time with Conversation Intelligence Automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by support reps or customers. To help your support reps during conversations with customers, you can create a rule that sends notifications to a supervisor and a support rep, displays recommendations to support reps, or runs processes in the background. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In this example, the support rep sees a suggestion to discount the service by 20% based on the current conversation with the customer. ![The Next Best Action component suggests what a support rep should do given the current state of the conversation with the customer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_nba_recommendation_in_voice_call_page.png) - **[Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5)** Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.” - **[Taking Action Based on Intelligence Signals](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_take_action_on_signals.htm&release=264.0.0&type=5)** Automate actions based on intelligence signals detected by your telephony system. For example, if your telephony system detects that the customer is unhappy during a support call, Salesforce Voice can show a Next Best Action recommendation. The recommendation can suggest that the support rep offer a 20% discount based on the detected signal and their customer loyalty information. - **[Set Up a Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_nba.htm&release=264.0.0&type=5)** If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies. - **[Set Up an Autolaunched Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_autolaunched_flow_setup.htm&release=264.0.0&type=5)** Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow. <!-- document id=85d3fc2229b56bb0c07338b47daa7119177272a43607295caa40a644f3235815 url=/admin/current/en-us/service/264-0-0/es_ap_finding_answers.md --> # Refer to Knowledge Articles to Resolve Issues Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d193446e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d193446e55 ">To access knowledge articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d193446e55 ">Knowledge User</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **Knowledge Center**. Apart from the Global Search Box, the Knowledge Center page also shows featured topics and trending articles. 3. Type a search keyword in the Global Search Box, and then press the enter (Windows) or return (Mac) key. 4. Click a knowledge article to read it. The knowledge article page shows related articles on the right side bar. 5. If you need further support, click **Contact Support** to create a case. 6. To create a case, fill the case form. After filling the form, click anywhere on the page to see relevant articles listed on the right side 7. Click **Submit**. Navigate to the My Cases page to view the case. <!-- document id=0dc81bcc38a888648cec7eab5683cef965fffbe29972bddda54031e1f785f2f8 url=/admin/current/en-us/service/264-0-0/es_finding_answers.md --> # Refer to Knowledge Articles to Resolve Issues Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d80544e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d80544e55 ">To access knowledge articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d80544e55 ">Knowledge User</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **Knowledge Center**. Apart from the Global Search Box, the Knowledge Center page also shows featured topics and trending articles. 3. Type a search keyword in the Global Search Box, and then press the enter (Windows) or return (Mac) key. 4. Click a knowledge article to read it. The knowledge article page shows related articles on the right side bar. 5. If you need further support, click **Contact Support** to create a case. 6. To create a case, fill the case form. After filling the form, click anywhere on the page to see relevant articles listed on the right side 7. Click **Submit**. Navigate to the My Cases page to view the case. <!-- document id=163095027d7b29dd45a9c050a754dc310c677107726f66e4c7f9082dfb0637f1 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_reference.md --> # Reference Information for Autonomous Scheduling in the Legacy Agentforce Builder Learn about the agent templates and subagents used in Autonomous Scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Agent Template: Scheduling Agent for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_agent.htm&release=264.0.0&type=5)** Quickly answer customer requests made in natural language by working with the Scheduling agent that manages appointments directly and intelligently with your customers. You can use the Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up response times and optimizes resource allocation. Complex issues are seamlessly escalated to a representative. Customers benefit from faster resolutions and more efficient service. And, your customer service teams are freed up to work on other tasks. - **[Subagent: Appointment Management for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_am_topic.htm&release=264.0.0&type=5)** Review the Appointment Management for Field Service subagent’s actions and reference actions. - **[Subagent: Appointment Management from Agentforce Panel in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_conversational_topic.htm&release=264.0.0&type=5)** Review the Appointment Management from Agentforce Panel subagent’s actions and reference actions. <!-- document id=6acb7117b87f97e7d3891d45b19310ac8cb854361c6c8ec8ddaf5b0ea7b10d8d url=/admin/current/en-us/service/264-0-0/es_enablement_programs_analytics_refresh.md --> # Refresh the Employee Enablement Program Reports and Dashboard Employee Enablement Program includes prebuilt reports and dashboard for tracking program performance and progress. You can make sure that your Enablement team can access the latest version of prebuilt analytics by refreshing the reports and dashboard in Setup. If your Enablement team has customized any of the prebuilt reports or dashboard, take care that you don’t override those customizations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d170250e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170250e59 ">To refresh the Employee Enablement Program reports and dashboard:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170250e59 "> <p>View Setup and Configuration</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data OR Customize Application</p> </td> </tr> </tbody> </table> Before you refresh, check whether your team has customized any of the prebuilt items. Refreshing overrides any customizations made to the prebuilt reports, report types, and dashboard. We recommend that you save any customizations made to previous versions of the prebuilt items before you refresh them. 1. From Setup, in the Quick Find box, enter Employee, and then select **Enablement Settings**. 2. Scroll to the Refresh Prebuilt Reports and Dashboard step. 3. Read through the information shown in the step and determine whether anyone has customized the current version of the prebuilt reports and dashboard. - If any prebuilt reports or dashboard have been customized, navigate to the Reports and Dashboards tab and save copies of the customized items. - If no prebuilt reports or dashboard have been customized, continue to the next step. 4. Review the list of prebuilt reports and dashboard, and then click **Refresh**. #### See Also - [Tracking Employee Enablement Program Progress](https://help.salesforce.com/s/articleView?id=service.es_enablement_analytics.htm&language=en_US) - [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US) - [Build a Lightning Experience Dashboard](https://help.salesforce.com/s/articleView?id=analytics.dashboards_create_lex.htm&language=en_US) <!-- document id=ee30a754968bd73cad54e316bcfd6515497e86233ad6a1dd354a597c04004121 url=/admin/current/en-us/service/264-0-0/it_srvcs_create_risks.md --> # Register Risks Log vulnerabilities and threats in your IT environment by creating risk records. You can quickly create a risk using a predefined risk scenario, or create a risk directly from the Risks tab in the IT Compliance app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84686e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84686e74 ">To register risks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84686e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> A risk record represents a specific threat your team has acknowledged in your IT environment, like a phishing attempt against a particular tenant or a data retention failure for a specific customer dataset. Most risks are registered from a Risk Scenario in the library, so the new record inherits the standardized name, description, category, and source framework. When no scenario fits, register the risk directly from the Risks tab. 1. From App Launcher, go to the IT Compliance app and select **Risk Scenario Library**. 2. Click the dropdown next to **Add** and select **Register Risk**. To start from an existing scenario, select **Register Risk** from the dropdown next to that scenario instead. 3. Fill in the risk details: - Risk Name. The name of the specific risk you're registering. Add detail that distinguishes it from other risks built on the same scenario, like the affected business unit, vendor, or asset. - Description. Inherits the scenario's description by default. Refine it if this risk has specifics worth capturing, such as a particular threat vector or environment. - Category. Inherits from the scenario. - Owner. The person accountable for managing the risk, usually a Risk Manager, security lead, or business unit owner. - Risk Scope. The business units, vendors, configuration items, or assets the risk applies to. Scope is what turns the abstract scenario into a concrete, trackable risk. 4. Save your changes. ![Example: registering a phishing risk for a specific business unit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: registering a phishing risk for a specific business unit Suppose your compliance team uses the Phishing Attack scenario from the library to register a phishing risk specific to your North America Sales business unit. The new risk record inherits the scenario's defaults but adds the specifics that make it actionable: - Risk Name: Phishing Attack — North America Sales - Risk Scenario: Phishing Attack (linked from the library) - Description: Inherited from the scenario. Attackers attempt to steal credentials or deliver malware by impersonating a trusted source through email, SMS, or messaging. - Category: Inherited. Cybersecurity - Owner: Jordan Kim, CISO for North America - Risk Scope: North America Sales tenant, Salesforce Sales Cloud, ~1,200 user accounts For the new risk record, the inherent risk score is auto-populated. Your team can now link mitigating controls, associate the risk to specific policy clauses, and conduct evaluations to calculate the residual score. <!-- document id=bb7d5c84550391d7018d97b36bdb06bbbe9cae5476fb81e8501796cbcd5f679f url=/admin/current/en-us/service/264-0-0/it_srvcs_grc_regmgmt.md --> # Regulation Management for IT Compliance Centralize regulatory requirements, such as SOC 2, NIST, or ISO frameworks, into a single repository. Add regulatory authorities, regulations, and clauses, and map them to internal policies and controls to maintain a clear view of how each requirement is enforced. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Regulation Management Tasks Give compliance teams a structured way to capture external and internal regulatory content and connect it to the internal policies and controls that satisfy it. - Add regulatory authorities, regulations, and regulation clauses to record the requirements your organization must comply with. - Use generative AI to extract clauses from regulation documents, instead of creating them manually. - Manage regulation versions and regulation clause versions to keep an audit trail of how requirements change over time. - Map regulation clauses to internal policy clauses and compliance controls to show how each external requirement is enforced. - Activate, retire, or amend regulation versions based on updates published by regulatory authorities. - **[Set Up Regulation Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_setup_regmgmt.htm&release=264.0.0&type=5)** Turn on Regulation Management to capture regulatory authorities, regulations, and clauses, and visualize their relationships with policies and controls. - **[Work with Regulation Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_work_with_regmgmt.htm&release=264.0.0&type=5)** Add regulatory authorities, regulations, and clauses, and manage their versions across the regulation lifecycle from draft to retirement. <!-- document id=c35af3c474769b6263b2add08d92f4623c5e29c607aeae7dccb8950f9790ba9a url=/admin/current/en-us/service/264-0-0/it_srvcs_grc_regmgmt_workflow.md --> # Regulation Management in IT Compliance Follow how a compliance team captures an external framework, such as SOC 2, as structured records, maps each clause to internal policies and controls, and keeps the framework current as the regulatory authority publishes amendments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Regulation Records To manage regulations effectively, review the records involved in the lifecycle. | Record Type | Description | | --- | --- | | Regulatory Authority | The body that issues a regulation, such as a government agency or industry standards organization. | | Regulation | A specific framework or mandate issued by a regulatory authority (for example, SOC 2 or NIST CSF). | | Regulation Version | A specific iteration of a regulation. Versions provide an audit trail of which requirements were in effect at a specific time. | | Regulation Clause | A specific provision within a regulation (for example, Least Privilege within Logical and Physical Access). | | Regulation Clause Version | The version-controlled text of a specific provision. | ## The End-to-End Workflow: A SOC 2 Example Follow the lifecycle of the SOC 2 framework to see how regulation records connect with policies, controls, and issues across IT Compliance. ## Centralizing Regulatory Content The workflow begins when a Compliance Lead, Sarah, identifies an external framework that the organization must comply with, such as SOC 2, for a customer contract. She creates a regulatory authority record for SOC 2, and then captures each regulation issued by the authority along with its underlying clauses. For SOC 2, this can include core regulations aligned with the Common Criteria, such as Logical and Physical Access, and the clauses within each one, such as Least Privilege, Physical Security, and Asset Disposal. To avoid manually creating each clause, Sarah uploads the SOC 2 regulation document and uses generative AI to extract the clauses for her. She reviews the extracted clauses and saves them as regulation clause records associated with the SOC 2 regulation version. ## Versioning and Amendments When Sarah creates a regulation or a clause, a version record is automatically created in Draft status. She publishes the version when its content is final, and activates the version on its effective date to enforce it across the organization. When the regulatory authority publishes an amendment, Sarah clones the active version to create a new version. The new version inherits all clause mappings from the active version, so Sarah only has to update the clauses the amendment changed. After the new version takes effect, Sarah retires the previous active version. This pattern keeps a full audit trail of which requirements were in effect at any point in time. ## Mapping to Internal Policies, Controls, and Risks The compliance team maps each regulation clause version to the internal policy clauses that translate it into organizational standards, to the compliance controls that enforce it technically, and to the risks it mitigates. For example, they map the Least Privilege regulation clause to a Principle of Least Privilege policy clause, to a Data Leakage Prevention control that enforces it technically, and to the Unauthorized Data Access risk that the control mitigates. To create these downstream mappings, see: - [Map IT Compliance Policy Clause Versions to Policy Versions and Regulation Clause Versions](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_map_policy_reg_clauses.htm&release=264.0.0&type=5 "Map policy clauses to parent policy versions and external regulatory requirements. Linking a clause to a policy version ensures the document is complete and ready for distribution. Linking an internal clause to an external regulation clause provides verifiable proof for auditors and also helps you quickly identify which internal policies need updates when an external law changes.") to link internal policy clauses to the regulation clauses they implement. - [Controls Management Workflow for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_controls_mgmt_workflow.htm&release=264.0.0&type=5 "Follow how a compliance team creates, tests, and maintains compliance controls that enforce policies, satisfy regulations, and mitigate risks. See how controls are mapped to risks, business operations processes, and assets, and how control testing feeds into evidence collection and remediation workflows.") to link compliance controls to the regulation clauses they enforce. - [Map Risks to Policy Clauses and Controls for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_map_risks.htm&release=264.0.0&type=5 "Link risks to the policy clauses they could violate and the controls that mitigate them. Mapping policy clauses to risks helps teams track which corporate rules are threatened by each risk, while mapping controls to risks helps teams track how effective your safeguards are.") to link risks to the policy clauses they could violate and the controls that mitigate them. ## Identifying and Resolving Compliance Gaps When a control test fails or an audit finding identifies a gap against a regulation clause, the compliance team logs a compliance issue and links it to the regulation clause as the source. The issue moves through remediation and closes only after the issue owner validates the fix. To track issues against regulations, see [Issue Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_issue_mgmt_parent.htm&release=264.0.0&type=5 "Log, track, and resolve compliance gaps that surface from failed control tests, asset misconfigurations, missed policy acknowledgments, or audit findings. Link each issue to the source record, assign an owner, and confirm remediation through an action plan governed by SLA policies."). ## Traceability This structured workflow creates a traceable map of interconnected records. If an auditor asks for proof of compliance with a SOC 2 requirement, your organization can show a complete chain of evidence: - The regulation clause that captures the external requirement. - The internal policy clause that translates the requirement into an organizational standard. - The compliance control that enforces the standard technically. - The compliance issues raised against the clause and how each one was resolved. <!-- document id=8d482ad000177bcd6f0a05378c166b0310dad2c7cab9f4727ac2b3035fffa152 url=/admin/current/en-us/service/264-0-0/it_srvcs_regs_policies_parent.md --> # Regulations and Policies for IT Compliance Capture the external regulations that your organization must follow, author the internal policies that put those regulations into practice, and map regulation clauses to the policy clauses and controls that enforce them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Regulation Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_regmgmt.htm&release=264.0.0&type=5)** Centralize regulatory requirements, such as SOC 2, NIST, or ISO frameworks, into a single repository. Add regulatory authorities, regulations, and clauses, and map them to internal policies and controls to maintain a clear view of how each requirement is enforced. - **[Policy Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_mgmt_parent.htm&release=264.0.0&type=5)** Establish foundational IT rules by centrally managing the full policy lifecycle in the IT Compliance app. Translate regulations such as SOC 2, HIPAA, or ISO 27001 into actionable guardrails and replace disconnected spreadsheets and manual emails with an audit-ready system of action. - **[Extract Regulation and Policy Clauses with Generative AI for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_extract_clauses_ai.htm&release=264.0.0&type=5)** Upload a regulation or policy PDF and let generative AI extract the clauses for you. Generative AI scans the document, identifies the substantive clauses, and skips boilerplate sections such as definitions, FAQs, and references. Compliance officers review the extracted text and create regulation clause or compliance policy clause records in a few clicks. <!-- document id=33195b205828bb18cbb29dec4a30045966e4858e7f2386a29642435ab7983a00 url=/admin/current/en-us/service/264-0-0/wfs_df_data_capture_regulatory_compliance.md --> # Regulatory Compliance and Automated Violations For regulatory inspections, Data Capture forms check work against regulatory codes, capture a compliance status for each question, and generate Regulatory Code Violation records automatically when a response is noncompliant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in orgs where Field Service and Discovery Framework are enabled.</td></tr></tbody></table> Inspection teams run field inspections for regulatory programs, such as licensing and permits. An inspection checklist is a Data Capture form that an inspector completes in the Field Service mobile app. This topic explains how those forms connect to regulatory codes and generate violation records. ## Regulatory Codes on Questions A regulatory code is the standard that an inspection checks against, such as a building or health code. You create each code as a record with a name, subject, type, effective dates, and regulatory authority. See [Create Regulatory Code Records](https://help.salesforce.com/s/articleView?id=ind.psc_create_a_regulatory_code.htm&type=5&language=en_US). When you build the form, associate a question with the regulatory code it evaluates, so the inspector sees the standard while answering. On the form, the question shows the count of associated regulatory codes—for example, a **3 regulatory codes** label—and, for each code, its **Name**, **Subject**, effective dates, **Type**, and **Description**. Inspectors select the applicable codes from the dropdown. Because inspectors often work offline, prime the regulatory codes for offline use before a visit. See [Considerations for Data Capture](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_considerations.htm&release=264.0.0&type=5 "Before you build Data Capture forms, understand the permissions, offline priming, and staged-data behavior that they require."). ## Compliance Status The **Assessment Question Status** picklist on the **Inspection Assessment Indicator** object captures compliance status. Define the statuses your inspections use, such as Compliant, Not Compliant, and Not Applicable, and mark the statuses that represent a failure as violating. When an inspector completes the form, they set the compliance status for each question. See [Set Up Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance_setup.htm&release=264.0.0&type=5 "Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically."). ## Automated Violations When an inspector submits the form, each question whose response has a violating compliance status generates a Regulatory Code Violation record for the associated regulatory code. Automating these records removes manual data entry in the field and keeps the enforcement trail consistent. - **[Set Up Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance_setup.htm&release=264.0.0&type=5)** Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically. <!-- document id=88d373218fe337792f3ea9dcc3e785584ead502974dcb857021995dc4c1a1d58 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_reinsall_os.md --> # Reinstall Operating System Deploy this template to provide employees with a standardized way to request for device operatin system reinstallation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Device Name: The name of the device requiring the operating system reinstallation. - Operating System: The specific operating system to reinstall on the device. - Reason for Reinstallation: The justification or circumstance requiring the operating system to be reinstalled. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=75ff10fd8e038627201395cd47a95a62b80e2fd1b44d1796472bc35afa681304 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_relate_case_manual.md --> # Relate a Case to an Incident Manually Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114856e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114856e74 ">To create an incident from a case, or add an existing incident to a case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114856e74 ">IT Fulfiller permission set</td> </tr> </tbody> </table> 1. Open the case you want to relate to an incident. 2. To create a new incident from the case, in the **Related Incidents** component, open the menu and select **New Incident**. 1. In the **Create Incident from Case** window, complete the incident fields, such as **Subject**, **Description**, **Priority**, **Status**, **Impact**, and **Urgency**. Field mapping prefills some fields from the case. For how an admin sets up which fields are copied, see [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records."). 2. Click **Save**. The incident is created and related to the case. It appears in the **Related Incidents** component. 3. To add an existing incident to the case, in the **Related Incidents** component, open the menu and select **Add Existing Incident**. 1. In the **Relate Existing Incident** window, find the incident with **Search incidents**, and then select it from the list. The list shows the Incident, Subject, Priority, Status, and Category columns. 2. Click **Add**. 4. To remove an incident that no longer applies, on the incident's row in the **Related Incidents** component, select **Remove from Case**. <!-- document id=010f7121ce7ff3256ac84558e8ba0d9878408b16653c541e06f7bce3156036b8 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_relate_case_ai.md --> # Relate a Case to an Incident with the Service Assistant When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d112554e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d112554e74 ">To relate a case to an incident with the Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d112554e74 ">IT Fulfiller permission set</td> </tr> </tbody> </table> In the **Service Assistant** component on the case record, the Service Assistant analyzes the case and recommends up to three active incidents, ranked by relevance. You decide whether a recommendation is correct, so the Service Assistant never relates a case on its own. 1. Open the case that might be related to an active incident. 2. In the **Service Assistant** component, review up to three recommended incidents, including each incident's number, criticality, status, SLA, and owner. To read the full context for an incident, expand its summary. 3. If one of the recommended incidents is correct, on its recommendation, click **Assign to Incident**. The case is related to the incident, and the incident's status, SLA, and summary appear on the case. The incident's linked-case count increases. 4. If none of the recommendations is correct, relate the case another way. 1. To open a new incident that's prefilled from the case, select **Create new incident**. Field mapping prefills fields from the case. Your admin sets which fields map. See [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records."). 2. To choose an incident yourself, select **See all active incidents** and relate the case from the list. <!-- document id=5d15defde75a4db457c23992b55f6515e3fc7693f02954b408ef4164d8501315 url=/admin/current/en-us/service/264-0-0/cases_related.md --> # Related Cases When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d77699e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77699e58 ">To view cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77699e58 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77699e58 ">To create cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77699e58 ">Create on cases</td> </tr> </tbody> </table> If set up by your administrator, case detail pages include a Related Cases related list, which displays all cases directly below a parent case in a case hierarchy. Cases can be associated with each other via the Parent Case lookup field on a case edit page. From the Related Cases related list, click: - **New** and choose from the dropdown button to [create either a blank case or a case with information from the parent case](https://help.salesforce.com/s/articleView?id=service.cases_create.htm&release=264.0.0&type=5 "Create and open cases to track customer issues. You can clone a case and search for other cases before opening one. Your organization can even use Web-to-Case or Email-to-Case to create cases from customer logged issues."). - **Edit** to [modify an existing case](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases."). - **Close** to [close an existing case](https://help.salesforce.com/s/articleView?id=service.closing_cases.htm&release=264.0.0&type=5 "After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases."). To perform mass actions from the Related Cases related list, select the checkboxes next to the cases you wish to update, and click: - **Close** to close the selected cases using the values you specify. - **Change Owner** to assign the cases to the one user or queue you specify. - **Change Status** to change the Status of the cases to the value you specify. #### See Also - [Case Hierarchies](https://help.salesforce.com/s/articleView?id=service.cases_parent.htm&release=264.0.0&type=5 "When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve.") <!-- document id=aae9d7f86c6239506e1037e627145691ec49ed20e89d57a588d08e84286e60b4 url=/admin/current/en-us/service/264-0-0/it_srvcs_rel_release_management_dashboard.md --> # Release Management Dashboard for IT Services Track release health, monitor associated records, and gain insights into risks, delays, and change approvals in one dashboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Release managers can use the Release Dashboard to track the health and status of releases, identify delays, and monitor associated incidents, problems, and changes. They can use this dashboard to assess risk, prioritize upcoming releases, and take corrective action. To access the dashboard, the Release Manager permission set must be assigned to the user profile. The dashboard can be filtered by release name. Release Managers create or customize the reports in the dashboard to meet specific business requirements. For customization guidance, see [Dashboards](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_overview.htm&type=5&language=en_US). The dashboard answers these questions: ## Release Metrics - What’s the risk level of current and upcoming releases? - How many days remain before the planned release date? - What's the deviation between the planned and actual release date (in days)? ## Associated Records - What’s the total number of incidents associated with each release? - What’s the total number of problems associated with each release? - What’s the total number of change requests associated with each release? ## Change Insights - What’s the distribution of associated change requests by their status? - What’s the approval status of change requests linked to each release? ## Release Details - What are the details of change requests associated with each release, including type, priority, assigned user, and status? ![\[release management dashboard\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_rel_dashboard.png) <!-- document id=c246bbf6d44e5730758496fe204948a96af823b1db16a511872a1187d0b6e72b url=/admin/current/en-us/service/264-0-0/it_srvcs_release_mgmt.md --> # Release Management for IT Services Plan, schedule, and deploy IT changes to deliver stable services. ### Required Editions IT teams can track and manage releases, associate related incidents and changes, and search knowledge articles directly from a release record. Release management provides a complete view of the release lifecycle and supports monitoring through predefined dashboards. On the IT Service Calendar, teams can visualize release events, identify dependencies, and filter releases by type, status, or priority to coordinate schedules. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Release Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_set_up_release_management.htm&release=264.0.0&type=5)** Review the steps required to set up Release Management for Agentic IT Service. - **[Manage Releases for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_manage_rel.htm&release=264.0.0&type=5)** Plan, build, test, and deploy approved IT changes, such as software updates and hardware upgrades, in a controlled way. Each release can include infrastructure components, applications, documentation, and training materials. - **[Manage Releases with Linked Records for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_example.htm&release=264.0.0&type=5)** This example shows how a release manager associates incidents, problems, and change requests to scheduled and emergency releases, and tracks them on the IT Service Calendar. - **[Release Management Dashboard for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_release_management_dashboard.htm&release=264.0.0&type=5)** Track release health, monitor associated records, and gain insights into risks, delays, and change approvals in one dashboard. <!-- document id=a94cc37e65b098aab74497d30ee02f5631780937dbdddababe470f7f21d566dc url=/admin/current/en-us/service/264-0-0/it_srvcs_rel_perm_sets.md --> # Release Management Permissions for IT Services Assign the necessary permission sets or permission set groups to users, based on their roles and responsibilities in your IT service team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> You can assign permissions in two ways: | Option | What it Provides | How to Assign | | --- | --- | --- | | Permission sets | Access to specific objects, fields, and features. | Add permission sets to users individually, based on their role. | | Permission set groups | A bundled set of related permission sets aligned to a role. | Assign a permission set group to the user for role-based access. | ## Permission Sets These permission sets are available for Release Management. | Permission Set | Description | | --- | --- | | Release Manager | Provides access to create, read, edit, and delete releases. | | Release Group | Provides read access to release records and fields. | | IT Service Release Deleter | Gives users access to delete release records for IT services. | | IT Service Release Associations Viewer | Gives users access to view release association records for IT services. | | IT Service Incident and Release Associator | Gives users access to add or remove incident records and release association records for IT services. | | IT Service Problem and Release Associator | Gives users access to add or remove problem records and release association records for IT services. | | IT Service Change Request and Release Associator | Gives users access to add or remove change records and release association records for IT services. | ## Permission Set Groups To simplify role-based access, use these predefined permission set groups. | Permission Set Group | Description | | --- | --- | | ReleaseManagerPSG | Combines permission sets that allow full release management, including creating, editing, deleting releases, and associating them with incidents, problems, and changes. Also provides read access to configuration items linked to releases and the ability to view and manage release dashboards. | | ReleaseGroupPSG | Combines permission sets that allow read access to release records and associations. Also provides read access to configuration items linked to releases and the ability to view release dashboards. | <!-- document id=900b77479d724e35159fe0c0ec3586bb172fdf6bc5871ca5441c59780972eb76 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_remediate_assets.md --> # Remediate Ineligible Assets for Lifecycle Operations Review and update asset records that fail validation to ensure smooth processing during hardware asset management lifecycles. Resolving configuration issues helps you complete bulk refreshes, reclaims, and stockroom transfers without system blocks or error messages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Before you begin, make sure that you have: - Administrative permissions to modify asset records and setup configurations. - Access to **Asset Status Mapping** in Setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Operations such as assignments, transfers, or returns fail with an error message if an asset isn't flagged as an IT hardware asset or uses an unmapped status. Follow these steps to isolate and resolve asset validation failures reported during lifecycle operations. 1. Go to the asset record that triggers the validation error. 2. Select the **Details** tab. 3. Select the **IT Hardware Asset** checkbox to designate the item as IT hardware. 4. Click **Save**. 5. From Setup, in the Quick Find box, enter and select **Asset Status Mapping**. 6. Select the **Status Category** tab. 7. Confirm that a valid mapping exists between the asset's current status and an **Asset Status Category**. If a mapping is missing, click **Add Mapping Field**, select the **Asset Status** and corresponding **Asset Status Category**, and then click **Save**. 8. Select the **Inventory Quantity** tab. 9. Verify that the asset's location maps to an inventory stockroom. 10. Resubmit the operation or run the targeted try again. <!-- document id=7998e585ba13b2bcd066145f5123936ed35e476a9401c1dd85d206e56b05b1d2 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_renew_sw.md --> # Renew Software Subscription Deploy this template to provide employees with a standardized way to request software subscription renewals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software application or subscription requiring renewal. - Renewal Timeframe: The requested duration for the subscription renewal. - Business Justification: A brief explanation of why the software renewal is necessary to continue supporting the employee’s role or project. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The intake flow for this service process includes a preconfigured integration with Okta to fetch a list of existing software subscriptions for the user. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=f50127c65c8b608c3305b747f47655a5aadc0e1d68c7cb2ecfbe6e35b636fdac url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_renew_ssl.md --> # Renew SSL Certificate Deploy this template to provide employees with a standardized way to request SSL certificate renewals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Request Details: A detailed description of the renewal requirements, such as the specific domain names or certificate types. - Required By Date: The target date by which the SSL certificate renewal must be completed to prevent service interruption or expiration. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=4df29d29a3d25c1ff9a29432021e5f4c1ed4cd1117c9ffc821f7f674381a2f2d url=/admin/current/en-us/service/264-0-0/reopen_a_swarm.md --> # Reopen a Swarm in Lightning Experience Reopen a completed swarm from Lightning Experience to seamlessly restart the conversation. Reopening a swarm changes it from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or only those members who still have capacity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From the record in Salesforce, select **Reopen Swarm**. ![Reopen a swarm flow in lex](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/lex_reopen.png) 2. Choose how you want to reopen the swarm, and then click **Next**. ![Reopened swarm confirmation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/lex_reopen_2.png) 3. Verify that the swarm was reopened, and then select **Finish** <!-- document id=f14471433a6190057a2fb9349f0020df0e1e48cc8a64eafd123e233da9837004 url=/admin/current/en-us/service/264-0-0/miaw_replacing_chat_considerations.md --> # Replace Legacy Chat with Enhanced Chat Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to Enhanced Chat (formerly known as Messaging for In-App and Web). Assess your readiness for transition with Chat Transition Readiness Report. Enhanced Chat offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn more about product improvements, feature comparisons, and setup considerations to prepare for your move to Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:6.666666666666667%"> <col style="width:93.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions for Enhanced Chat. </a></td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.live_agent_intro.htm&type=5&language=en_US" target="_blank">View supported editions for Legacy Chat.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_replacing_chat_considerations__d1103e242"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_replacing_chat_considerations__d1103e242" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> </td> <td class="slds-cell-wrap" style="vertical-align:top;"><strong>This article applies to:</strong> Enhanced Chat and Legacy Chat channels.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_x.png" alt="X icon"></span> </td> <td class="slds-cell-wrap" style="vertical-align:top;"><strong>This article doesn’t apply to:</strong> Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. ## The Conversation Is Now Asynchronous and Persistent Legacy Chat was session-based, which meant that conversations ended when your customer closed the conversation window or lost connection with a service rep. Enhanced Chat conversation history remains in the window beyond a single interaction. With Enhanced Chat, service reps and customers can start and stop the conversation, then pick it back up at a later time. Customers can also message across tabs and devices without disconnecting the conversation. If you prefer to stick with the synchronous workflow you used in chat, review [Create a Synchronous Messaging Experience in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_synchronous.htm&type=5&language=en_US). ## Enhanced Chat Is Part of the New Conversation Platform Enhanced Chat is one of many channels built on our new conversation platform. The conversation platform also houses Salesforce Voice, Enhanced Messaging channels such as WhatsApp, and Partner Messaging Channels. This shared platform has several benefits. - When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel. - We built these channels to scale beyond the customer support use case. For example, we built business-initiated outbound messaging with lead generation for sales teams in mind. ## The Legacy Chat Features That You Love Are Now in Enhanced Chat [Enhanced Chat offers the same features that you enjoyed in Legacy Chat](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5 "Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product."), plus some key improvements: - Asynchronous and persistent conversations can happen across devices and be picked back up at any time. - An API lets you delete data. - Individual-Object Linking (which replaced Channel-Object Linking by moving the functionality to flows) offers a flow template for messaging sessions. - Admins can create a library of messaging components that service reps use to send structured content to customers in messaging sessions. Components can include links, questions with options, secure forms, and time selectors. - Conversation intelligence rules automatically notify supervisors or service reps in real time when a customer uses a flagged keyword in a messaging session. - Omni-Channel flow-based routing provides more flexibility, such as routing directly to a service rep. - Route conversations to and from enhanced bots that allow rich text and attachments. - Business Hours let you hide the messaging window when your service reps aren’t working. - Customers see an Estimated Wait Time letting them know how long before they’re connected to a service rep. - Customers see auto-responses letting them know when a conversation starts or ends, when a service rep has joined, and more. - Customers can see read and delivery receipts. - Service reps can send outbound file attachments. - Customers can send emoji. - Customers can search messaging history. - Enhanced Chat for Web can be added to Build Your Own (LWR) and Microsite (LWR) Experience Site templates, and to B2B and B2B2C Commerce templates. - Enhanced Chat for In-App can send push notifications to customers. ## Enhanced Chat Includes AI Agent Support Enhanced Chat is compatible with both AI agents, such as Agentforce Service Agent, and enhanced bots, so you can incorporate them into your support strategy to let your support reps focus on more complex inquiries. Legacy Chat supports standard bots only, and can't be used with AI agents. If you're migrating from Legacy Chat, you can clone your standard bots to turn them into enhanced bots. ## The Setup Experience Changed to Ensure Better Results We offer a [Chat Transition Readiness Report](https://help.salesforce.com/s/articleView?id=service.miaw_chat_readiness_report.htm&release=264.0.0&type=5 "Preparing to move from Legacy Chat to Enhanced Chat? Use the Chat Transition Readiness Report to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition.") to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition. We offer a Legacy Web Chat Migration (Beta) tool to quickly migrate to Enhanced Chat for Web. [Learn more](https://help.salesforce.com/s/articleView?id=service.legacy_chat_migration_tool.htm&release=264.0.0&type=5 "Migrate from Legacy Chat to Enhanced Chat in just a few clicks. Then take important steps to complete setup."). Enhanced Chat for In-App is an SDK that requires manual configuration. To add Enhanced Chat for In-App to your mobile app: - Similar to chat, configure an SDK to communicate with your Enhanced In-App Chat deployment. Install it with Gradle for Android. Install it with Swift Package Manager, CocoaPods, or manually for iOS. - Enhanced Chat for In-App provides two production-quality layers of SDKs for each platform: A UI SDK that offers a ready-made but configurable UI and a Core App SDK that you can use to create your own UI from scratch. Chat’s Embedded Service SDK only offers a ready-made UI or some lower-level APIs for building your own UI. - Similar to Chat’s Embedded Service SDK, the Enhanced Chat for In-App SDK requires you to create a configuration object to start a conversation. These objects have a different syntax, but the concept is the same. However, with Enhanced Chat for In-App, you can download a configuration file directly from your deployment in Setup and supply that file as the configuration information. You can still manually specify configuration values. - Sending and receiving messages and the other elements of a chat conversation require you to use a different API than previously. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Migrating to Enhanced Chat requires Lightning Experience. If you're still using Salesforce Classic, now's the time to [get started with Lightning Experience](https://help.salesforce.com/s/articleView?id=xcloud.lex_welcome_to_lex.htm&language=en_US). ## Learn More - **[Compare Enhanced Chat Capabilities to Legacy Chat Capabilities](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5)** Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product. - **[Assess Your Readiness to Transition to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_chat_readiness_report.htm&release=264.0.0&type=5)** Preparing to move from Legacy Chat to Enhanced Chat? Use the Chat Transition Readiness Report to understand the complexity of your current chat setup and plan a smooth transition. This report highlights active deployments, configurations, and customizations, making it easier to assess the scale of your chat environment as you prepare for the transition. - **[Transitioning Your Reporting from Legacy Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_from_chat_reporting.htm&release=264.0.0&type=5)** Move your metrics from Legacy Chat to Enhanced Chat. - **[Use the Migration Tool to Move from Legacy Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.legacy_chat_migration_tool.htm&release=264.0.0&type=5)** Migrate from Legacy Chat to Enhanced Chat in just a few clicks. Then take important steps to complete setup. - **[Alternative Solutions for Legacy Chat Features That Aren’t Available in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_chat_feature_alternatives.htm&release=264.0.0&type=5)** Planning to replace Legacy Chat with Enhanced Chat, but don’t see a Legacy Chat feature available in Enhanced Chat? Review this list of alternative solutions. #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") <!-- document id=4908ac5a73d48756501513eeac0d1876b8535f60cd78afed0240ad5f557ec14e url=/admin/current/en-us/service/264-0-0/cti_migrate_voice_amazon.md --> # Replace Open CTI with Salesforce Voice with Amazon Connect (Path 3) Learn how to migrate from Open CTI to Salesforce Voice with Amazon Connect, where Salesforce provisions and manages the Amazon Connect instance on your behalf. This migration path is ideal if you don't have an existing AWS account or prefer that Salesforce handle the telephony infrastructure. In this path, Salesforce provisions an Amazon Connect instance in a Salesforce-owned AWS account. You interact with telephony configuration through Salesforce setup screens, not the AWS console. **What You Keep** In this migration path, you keep: - Your phone numbers, which can be ported into the Salesforce-managed Amazon Connect instance - Your IVR logic, which you can recreate in Amazon Connect contact flows - Your call recording requirements — Salesforce provides recording storage options **What Changes** Here's what changes when you migrate: - You no longer manage an AWS account. Salesforce owns and operates the Amazon Connect instance. - Telephony billing moves from your AWS bill to your Salesforce contract. - The rep UI, presence, and routing move from the Open CTI adapter to Omni-Channel and the Salesforce Voice softphone. - AWS console access is not available. All telephony configuration is done through Salesforce setup. 1. Check the [Salesforce Voice Setup Prerequisites](https://help.salesforce.com/s/articleView?id=service.voice_setup_prereqs.htm&language=en_US). 2. [Set up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_turn_on_parent.htm&language=en_US) in your Salesforce org. 3. Complete the shared migration steps documented in [Shared Steps for Open CTI Migration](https://help.salesforce.com/s/articleView?id=service.cti_migrate_shared.htm&release=264.0.0&type=5 "If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path."). 4. Recreate your IVR contact flows in the Salesforce-managed Amazon Connect instance. You can access the Amazon Connect contact flow editor through the Contact Center page in Salesforce Setup. If you have existing contact flow exports from a previous Amazon Connect instance, you can import them. 5. Port your existing phone numbers to the Salesforce-managed Amazon Connect instance. Work with your telephony carrier and your Salesforce account team to initiate the porting process. Number porting timelines vary by carrier and region. Maintain your existing Open CTI setup until porting is complete. **Roadblocks to Watch For** When following this migration path, watch out for these issues. - **Custom AWS Lambda integrations:** If your existing Open CTI adapter calls AWS Lambda functions in your own account for CRM lookups or custom logic, you'll need to recreate that logic in Omni-Channel flows or Salesforce Apex, since you won't have access to the AWS console in the Salesforce-managed instance. - **Complex IVR flows:** Large or deeply nested Amazon Connect contact flows take time to recreate. Plan for a thorough review and testing cycle in a sandbox Contact Center before cutover. - **Phone number porting timelines:** Number porting can take two to four weeks depending on your carrier. Factor this into your cutover plan and avoid scheduling the migration too close to high-volume periods. - **Recording storage:** Salesforce Voice stores recordings in a Salesforce-managed S3 bucket. If you have compliance requirements around recording storage location, confirm the region and access model with your Salesforce account team before you start. <!-- document id=4bd3debdf315200ce1b632f899f59eab6f85b5b4f8fb373353497adaa3130187 url=/admin/current/en-us/service/264-0-0/cti_migrate_voice_native.md --> # Replace Open CTI with Salesforce Voice with Native Telephony (Path 4) Learn how to migrate from Open CTI to Salesforce Voice with Native Telephony, where Salesforce provides the telephony service end-to-end. This migration path is the most self-contained option — no third-party telephony vendor and no AWS account required. In this path, Salesforce provides both the telephony platform and the rep experience. Salesforce acts as the carrier, handling call routing, PSTN connectivity, and recording storage. You configure everything through Salesforce Setup. **What You Keep** In this migration path, you keep: - Your phone numbers, which can be ported to Salesforce as your new carrier - Your rep workflows and case management processes - Your Omni-Channel queue and routing configuration for non-voice channels **What Changes** Here's what changes when you migrate: - Your telephony vendor and carrier relationship is replaced by Salesforce as the carrier. Any existing carrier contracts may need to be terminated. - IVR and call routing configuration moves from your current telephony provider to Salesforce Flow and Omni-Channel routing. - The rep UI, presence, and call handling move from the Open CTI adapter to the Salesforce Voice softphone and Omni-Channel. - Telephony billing is consolidated into your Salesforce contract. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Salesforce Voice with Native Telephony is available in a limited set of countries and regions. Before planning your migration, confirm that your country is supported. Contact your Salesforce account executive for availability. 1. Check the [Salesforce Voice Considerations](https://help.salesforce.com/s/articleView?id=service.afcc_sv_begin.htm&language=en_US) and confirm that native telephony is available in your region. 2. Contact your Salesforce account executive to enable Salesforce Voice with Native Telephony for your org and purchase phone numbers or arrange porting. Salesforce provisions numbers directly. If you're porting existing numbers from your current carrier, initiate the porting request early. Porting can take two to four weeks depending on your carrier. 3. [Set up Salesforce Voice with Native Telephony](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&language=en_US) in your Salesforce org. 4. Complete the shared migration steps documented in [Shared Steps for Open CTI Migration](https://help.salesforce.com/s/articleView?id=service.cti_migrate_shared.htm&release=264.0.0&type=5 "If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path."). 5. Build your inbound call routing in Omni-Channel flows. Native Telephony doesn't use Amazon Connect contact flows. Call routing is handled entirely by Omni-Channel flows in Salesforce Flow Builder. Use the Omni-Channel flow templates for Voice as a starting point. 6. Test call quality and failover in your sandbox before cutover. Place test calls using both internal extensions and external numbers. Validate that calls route correctly, recordings are captured, and screen pop fires as expected. **Roadblocks to Watch For** When following this migration path, watch out for these issues. - **Geographic availability:** Native Telephony is not available in all countries. Confirm availability for all locations where your contact center operates before committing to this path. - **Carrier contract termination:** If you have a fixed-term contract with your current telephony carrier, factor in early termination fees when building your migration business case. - **IVR rebuild:** All IVR logic — menus, prompts, hold music, call transfers — must be rebuilt in Salesforce Omni-Channel flows. This is the most time-intensive part of a native telephony migration. Inventory your current IVR flows before you start. - **Number porting timelines:** Porting numbers from your existing carrier to Salesforce takes time and requires cooperation from both carriers. Plan for two to four weeks minimum and schedule the cutover accordingly. - **Existing Open CTI custom code:** Any custom JavaScript in your Open CTI adapter — screen pop logic, call logging, reporting hooks — must be replaced with Omni-Channel flows or Apex. Inventory all custom code before you start. <!-- document id=bdfc28f8ffa1b8caeed1e8e03e665eed8c2023d8ded379173f5cd43437ecb6b3 url=/admin/current/en-us/service/264-0-0/cti_migrate_voice_pt.md --> # Replace Open CTI with Salesforce Voice with Partner Telephony (Path 1) Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony. This migration path allows you to keep your current third-party telephony provider, as long as they published a Salesforce Voice-certified managed package on AgentExchange (formerly AppExchange). **What You Keep** In this migration path, you keep: - Your existing telephony environment, including phone systems, call routing infrastructure, IVRs, call recording systems, carrier contracts, and phone numbers - Your relationship with your telephony vendor **What Changes** Here's what changes when you migrate: - The Salesforce-side adapter. The Open CTI iframe is replaced by a Lightning connector loaded by the vendor's package. - The screen pop, presence, and call logging move from adapter JS to Omni-Channel flows. - Your original Open CTI Call Center is retired and replaced by a new partner telephony contact center. 1. Confirm that your telephony vendor published a generally available Salesforce Voice (Partner Telephony) package. Search AgentExchange (formerly AppExchange) for your vendor. The package should include "Service Cloud Voice" or "Salesforce Voice" in its name and explicitly support Partner Telephony. 2. Install the vendor's package in your sandbox. Find the installation URL in the vendor's documentation or AgentExchange (formerly AppExchange) listing. 3. Complete vendor-specific setup. Each vendor has different post-installation steps, such as authentication, rep provisioning, and integration with their backend. Follow the vendor's instructions. 4. Complete the shared migration steps documented in [Shared Steps for Open CTI Migration](https://help.salesforce.com/s/articleView?id=service.cti_migrate_shared.htm&release=264.0.0&type=5 "If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path."). **Roadblocks to Watch For** When following this migration path, watch out for these issues. - **Your vendor hasn't published a Salesforce Voice package on AgentExchange (formerly AppExchange).** Before you commit to a migration timeline, verify that they published a package. If not, explore migration paths 2, 3, and 4. - **Your vendor's AgentExchange (formerly AppExchange) package is in pilot or beta.** Before production cutover, we recommend getting an explicit GA commitment. - **The authentication method to the vendor's backend may change.** The connector typically uses a different authentication mechanism than the Open CTI adapter. Methods include OAuth, JWT, or vendor-specific methods. Coordinate with your vendor's deployment team. <!-- document id=ca27f3aefd8d59dbdcf7daa9e3d3537366a5005d78d15de8316f536defee5e43 url=/admin/current/en-us/service/264-0-0/cti_migrate_voice_pt_amazon.md --> # Replace Open CTI with Salesforce Voice with Partner Telephony from Amazon Connect (Path 2) Learn how to migrate from Open CTI to Salesforce Voice with Partner Telephony from Amazon Connect. This migration path is ideal if you already operate your own Amazon Connect instance and want to bring it into Salesforce Voice. You maintain ownership and control of the AWS account, IVR contact flows, routing, and telephony costs, while Salesforce handles the Amazon Connect connector. **What You Keep** In this migration path, you keep: - Your AWS account and your billing relationship with AWS - Your Amazon Connect instance, contact flows, queues, and rep skills - Your phone numbers, IVR, recording config, and AWS-side automations **What Changes** Here's what changes when you migrate: - The Salesforce-side adapter is replaced with the Salesforce Voice Amazon Connect connector. - Salesforce provides the rep UI, while Amazon Connect remains the telephony engine. - Some Amazon Connect rep functions, such as login, status, and call accept and end, now route through Salesforce via Omni-Channel instead of the standalone Connect app for reps. 1. Check the [Salesforce Voice Setup Prerequisites](https://help.salesforce.com/s/articleView?id=service.voice_setup_prereqs.htm&type=5&language=en_US). 2. [Turn on Salesforce Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_enable.htm&type=5&language=en_US). 3. [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US). 4. Complete the shared migration steps documented in [Shared Steps for Open CTI Migration](https://help.salesforce.com/s/articleView?id=service.cti_migrate_shared.htm&release=264.0.0&type=5 "If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path."). 5. Configure AWS and Salesforce. 1. In AWS Connect, associate your Salesforce org via the Amazon Connect integration setup. 2. In Salesforce, configure the Contact Center with your Amazon Connect instance ARN. 3. Map your existing Amazon Connect users to Salesforce users. 4. Configure Amazon Connect contact flows to route calls into the Salesforce Voice Contact Center. **Roadblocks to Watch For** When following this migration path, watch out for these issues. - **AWS account region mismatch:** Verify that your Amazon Connect instance is in a region supported by Salesforce Voice. - **Existing Amazon Connect rep app conflicts:** Reps using the standalone Amazon Connect app and the new Salesforce Voice softphone will see duplicate sessions, so plan a clean cutover. - **Custom Amazon Connect Lambdas:** If your contact flows call custom Lambdas that integrate with your CRM, consider retiring them after migration, as the same logic will now be replicated in Omni-Channel flows. **Extend Amazon Connect to Other Channels** For organizations who want voice and other digital channels (chat, SMS, social) unified on Amazon Connect, consider [Salesforce Contact Center with Amazon Connect (SCC-AC)](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&type=5&language=en_US). This solution extends path 2 and requires that you operate your own Amazon Connect instance. Review the [limitations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&type=5&language=en_US). <!-- document id=1c7ae8320833d36a4c101fdaf2b9f7789563cbb4a2e406534daef65fbdaf54f0 url=/admin/current/en-us/service/264-0-0/reply_recs_key_concepts.md --> # Reply Recommendations Key Concepts When using Einstein Reply Recommendations, it’s helpful to understand how we identify replies and recommend them to service reps at runtime. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Identifying Reply Candidates In Einstein Reply Recommendations, Einstein learns from your past chat transcripts and clusters similar, common service rep utterances. Einstein identifies potential reply templates from these clusters of similar messages. Select and edit useful candidate templates before publishing them to Quick Text for your service reps to use in chats with customers. ## Recommending Replies at Runtime At the heart of Einstein Reply Recommendations is real-time natural language processing (NLP), which Einstein uses to identify data patterns in live chats. When you train a model, Einstein analyzes past chats and learns the patterns of service rep utterances and the conversation that preceded them. Einstein uses this combined understanding of each utterance and the context of utterances in sequence to predict which of your published reply templates is the most similar to what service reps said in past chats. Einstein then recommends that reply to service reps in real time. ## Things To Keep in Mind Your service reps are on the front lines helping customers every day. They know the ins and outs of your products, common problems and quick solutions. So it's key to involve service reps in identifying ideal reply templates. If templated replies don’t mimic actual, past replies, they’re less likely to be recommended. Try to avoid lengthy or overly specific templates that are rarely seen in chats. Make replies broad so that service reps can apply them to different customers or issues. Use merge fields for dates, names or products to keep them broadly applicable. To save service reps time by automating common responses, design replies to reflect situations that your service reps encounter regularly. <!-- document id=c4392c681a80957aec93273fa5faa26015837014cccfcbd50f96d1fb27f6343e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_lost_device.md --> # Report a Lost Device Deploy this template to provide employees with a standardized way to report a lost company device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Lost Device: The specific company device being reported as lost. - Remote Wipe: Remote wipe preference of the employee. - Loss Details: The details about where and when the device was lost, including location, circumstances, and any helpful information to assist with recovery. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=058d3f26fc8a847b159386486c0a5a47a9608cf125372490fb8c4d4ff515888e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_rpt_vuln.md --> # Report a Security Vulnerability Deploy this template to provide employees with a standardized way to report security vulnerabilities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Vulnerability Details: A detailed description of the reported security vulnerability. - Issue Occurrence Date and Time: The date and time when the employee first identified the security issue or when the issue occurred. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow performs an initial threat assessment and classifies the severity of the reported vulnerability. ## Integration This template uses preconfigured integrations with vulnerability management and security operations systems in the fulfillment flow. Use Flow Builder to configure these integrations to match how your organization assesses and remediates vulnerabilities. <!-- document id=c80b4cb36d6077d4b3053c4b84b7643d3fed9d9b7895487161fea10989f18b44 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_rpt_app_issues.md --> # Report Application Issues Deploy this template to provide employees with a standardized way to report application issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential user details for accurate and auditable fulfillment. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Application Name: The name of the application experiencing issues. - Issue Description: A detailed description of the reported issue. - Impact: The level of business impact caused by the issue. - Urgency: The level of urgency for resolving the reported issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template uses a preconfigured integration with identity management or endpoint management systems. The integration retrieves the list of applications assigned to the employee during intake. To use this integration, configure your system credentials. <!-- document id=b977c69921b3ffcf50fdc2130fa1a7324c9962a7c1322c201109d66d0b6efdd1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_building_mntnc.md --> # Report Building Maintenance Issue Deploy this template to provide employees with a standardized way to report building maintenance issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Location: The specific area where the maintenance issue is occurring. - Issue Details: A detailed description of the maintenance problem, such as a broken fixture or electrical fault. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=485357e5e24eb5103dea8a4330158efeaa931da24735ee83803a1366a6c01068 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_genrl_cmplnce_issue.md --> # Report Compliance Issue Deploy this template to provide employees with a standardized way for reporting potential compliance issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Issue Details: A detailed description of the potential compliance issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=1b881024861191e233b73e4e0aafe279ccf74d0d6d46b2c5eedd4415cc363250 url=/admin/current/en-us/service/264-0-0/hr_svc_rpt_cnfd_iss.md --> # Report Confidential Issues Learn how employees can securely submit confidential reports through the Employee Portal or Agentforce, with issues automatically flagged and routed to HR. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96121e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96121e59 ">To submit and manage confidential cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96121e59 ">Confidential Case Management</td> </tr> </tbody> </table> ## Submit a Case in the Employee Portal Use the Employee Portal to report confidential issues. 1. In the Employee Portal, go to the Help Center tab. Under the Cases section, click **New Confidential Case**. 2. Enter the required details, select **Confidential** as the case type, and submit the case. 3. The system creates a confidential Case record. A corresponding Public Complaint record is automatically created and attached to the Case, helping route the issue discreetly to the right personnel. ## Escalate Confidential Issues with Agentforce Use Agentforce to report a confidential issue via conversational AI chat. Agentforce detects sensitive language and prompts the user to either create a confidential case or connect to a human agent. Creating a confidential case automatically flags and discreetly routes the report only to authorized HR and legal representatives for secure tracking. To escalate confidential issues from Agentforce to HR or legal reps, use the preconfigured flow template. 1. From Setup, in the Quick Find box, find and select **Flows**. 2. From the flows list, select **Escalate Confidential Complaint**. 3. Select the **Route for Confidential Handling** element and set input values to customize the routing logic. 4. Save as a new flow and add it to your HR Service agent. ## Route Confidential Data To Stakeholders To route sensitive data to specific stakeholders, such as Legal teams or specialized investigators, set up Compliant Data Sharing. See [Compliant Data Sharing](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_cds.htm&type=5&language=en_US). <!-- document id=9ce49c4546e93f6225892394bd0e7e8dc47fa3971aae18408802eeddd4bd2610 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_device_scrty.md --> # Report Device Security Incident Deploy this template to provide employees with a standardized way for reporting device security incidents involving a company device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Incident Date: The specific date when the security incident or suspicious activity occurred. - Incident Details: A description of the security event, including any unusual behavior, suspicious emails, or unauthorized access attempts observed. - Impacted Device: The specific company-assigned hardware or system that was affected by the security incident. - Urgency: The employee's assessment of how quickly a resolution is required. - Impact: The extent to which the issue hinders the employee's ability to work. ## Incident Resolution This service process routes the incident to the IT support queue for manual troubleshooting and resolution. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=11e8eb09a016c181e3b87b707d2f22561a2b92e4a8954d2c0b60a7309e161893 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_report_hw_issue.md --> # Report Hardware Issue Deploy this template to provide employees with a standardized way to report technical issues with their assigned equipment, such as a malfunctioning laptop or a broken monitor. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Assigned Device: The impacted device, such as a laptop or mobile phone. - Issue Details: A detailed explanation of the problem or symptoms. - Urgency: The employee's assessment of how quickly a resolution is required. - Impact: The extent to which the issue hinders the employee's ability to work. ## Incident Resolution This service process routes the incident to the IT support queue for manual troubleshooting and resolution. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=65cf1d494188d4a2f0d28ced0de0f237dc4790cd2eb25c0f68c1c30a2788c272 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_rpt_int_app_issues.md --> # Report Internal Application Issues Deploy this template to provide employees with a standardized way to report technical issues with internal applications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential user details for accurate and auditable fulfillment. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Issue Description: A detailed description of the reported internal application issue. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow triages the request and routes it to the appropriate technical team. ## Integration This template uses preconfigured integrations with application monitoring and incident management systems in the fulfillment flow. Use Flow Builder to configure these integrations to match how your organization tracks and assigns issues. <!-- document id=31d3d8697e2d141ec144051a4b51f353173966e51c7661a76fdbadfced03fe5f url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_report_issues.md --> # Report Issues in Slack for IT Services Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge Traditional issue reporting is often a high-friction process that is disruptive to an employee’s workflow. It requires them to stop what they’re doing and go to a separate portal, and when they get there, they’re faced with a blank form without guidance. This can lead to incomplete tickets, which causes delays and inefficient back-and-forth communication. ## Solution Reporting issues in Slack lowers the barrier to entry and caters to all users by providing two distinct methods. - Conversational AI: This method is ideal for most employees because it feels natural and requires no training. You can describe your problem, and Agentforce guides you through a conversation to solve your problem and provide relevant knowledge articles. If you still can’t solve it using knowledge articles, Agentforce creates a complete actionable ticket to resolve the issue. ![create incident in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_create_incident.png) - Slash command: This is for employees who want a faster, more direct approach and if you prefer a structured, command-line style of interaction. You can use a simple Slash command: /emp-svcs-create-record Incident, fill in the required fields, and create a ticket in seconds. <!-- document id=10588abad09c65acc9d842626f8b8e09dee0966d04414f0eccde234f9a1c8c6b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_ntwrk_issue.md --> # Report Network Issue Deploy this template to provide employees with a standardized way to report network connectivity or performance issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Issue Details: A detailed description of the network problem, such as symptoms, specific locations or systems affected, or any error messages received. - Urgency: The employee's assessment of how quickly a resolution is required. - Impact: The extent to which the issue hinders the employee's ability to work. ## Incident Resolution This service process routes the incident to the IT support queue for manual troubleshooting and resolution. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=7b467d843e2591e8a8b988cca1be2b93c5877cc7226c95ed3fc32c6da3b1d51d url=/admin/current/en-us/service/264-0-0/live_agent_report_on_sessions.md --> # Report on Chat Sessions Gain insight into your agents’ chat activities by building reports about Chat sessions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d7926e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7926e55 ">To create, edit, and delete reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7926e55 "> <p>Create and Customize Reports</p> <p>AND</p> <p style="margin-bottom:0;">Report Builder</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). You can create a custom report type for Chat sessions and use it to run reports on your agents' sessions using the Report Builder. These Chat session reports can provide insight about your agents’ chat activities—for example, whether or not your agent team is able to handle all chat requests from your customers. 1. Create a custom report type using Chat Sessions as the primary object. 2. Create a new Chat report using the Report Builder in Salesforce Classic or the Reports tab in Lightning Experience. 3. Customize your report to include the columns of information you want to feature. 4. Save or run the report. #### See Also - [Build a Report](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_build.htm&type=5&language=en_US) - [Build a Report in Salesforce Classic](https://help.salesforce.com/s/articleView?id=analytics.reports_builder_editing.htm&type=5&language=en_US) - [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.") <!-- document id=d416118496bc0a6fdf28aa15199196ffd78f6c7df29bfa7583d34855dda1d26f url=/admin/current/en-us/service/264-0-0/incident_mgmt_reporting.md --> # Report On Customer Service Incident Management See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Integrations, find Optimize and Report, and install the Customer Service Incident Management dashboard managed package. ![Incident Management Dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_insights.png) <!-- document id=f87db2670f3b47c7f8653f6e2acd9d3f708c9a313ceea8abe4ed6de8c4c36526 url=/admin/current/en-us/service/264-0-0/entitlements_impl_report.md --> # Report on Entitlements Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d121226e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121226e55 ">To create or update entitlement management custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121226e55 ">Manage Custom Report Types</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121226e55 ">To create and run reports based on entitlement management custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121226e55 ">Create and Customize Reports</td> </tr> </tbody> </table> After you set up entitlement management, your Salesforce org automatically includes the following custom report types: | Custom Report Type | Description | Report Type Location | | --- | --- | --- | | Accounts with entitlements with contacts | Lists accounts with entitlements that include contacts (named callers). | Accounts & Contacts | | Service contracts with contract line items | Lists service contracts with contract line items (products). | Customer Support Reports | | Service contracts with entitlements | Lists service contracts with entitlements. | Customer Support Reports | | Cases with milestones | Lists cases with milestones. This report type can't be customized. | Customer Support Reports | 1. From Setup, enter Report Types in the Quick Find box, then select **Report Types**. 2. From the All Custom Report Types page, you can: - Define a new custom report type. You can't select entitlements as a primary object. - Update a custom report type's name, description, report type category, and deployment status. - Delete a custom report type. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important When you delete a custom report type, all the data stored in the custom report type is deleted and cannot be restored from the Recycle Bin. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you want to view a list of work orders with milestones in your org, use the Object Milestones custom report type to create a work order report. #### See Also - [Set Up Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up.htm&release=264.0.0&type=5 "Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support.") - [Set Up Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).") <!-- document id=d92fe55cf817c9d095184a09339d8eb26ef9c42fac12cb49aa10ab8a120a6ec0 url=/admin/current/en-us/service/264-0-0/it_srvcs_report_field_history.md --> # Report on Field History for Agentforce IT Service Records Create reports that show changes to tracked fields on incident, problem, change request, and service request records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46016e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">To turn on field history tracking:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">To create custom report types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">Manage Custom Report Types</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">To create and edit reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46016e74 ">Create and Customize Reports</td> </tr> </tbody> </table> Field history tracking records changes that occur after you turn it on. History reports show the record, the changed field, its old and new values, the user who made the change, and the change date. 1. Turn on field history tracking for the Incident, Problem, Change Request, and Service Request fields that you want to audit. For the steps to enable tracking on an object, see [Track Object Field History](https://help.salesforce.com/s/articleView?id=xcloud.tracking_field_history_for_standard_objects.htm&type=5&language=en_US). 2. Create a custom report type. For the steps, see [Create a Custom Report Type in the Enhanced Custom Report Type Builder](https://help.salesforce.com/s/articleView?id=xcloud.reports_enhanced_defining_report_types.htm&type=5&language=en_US). 3. For **Primary Object**, select the history object that you want to report on. - **Incident History** - **Problem History** - **Change Request History** - **Service Request History** 4. Create a report from the custom report type. For the steps, see [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US). <!-- document id=5fe3b33e443ceb22a249a97bd2ae6da43f05fe7ce40170df7b813478eb1a4b3e url=/admin/current/en-us/service/264-0-0/messaging_reporting.md --> # Report on Messaging Activity To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_reporting__d997e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_reporting__d997e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> This article uses “agent” to refer to human service reps, not AI agents. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For help using Data 360 to report on enhanced Messaging channel transcripts, see [Analyze Conversation Transcript Data in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US). ## Identify Objects to Report On Custom report types that track Messaging KPIs are typically based on these standard objects. - [MessagingSession](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm): Represents a session with a messaging user on a Messaging channel. - [MessagingSessionMetrics](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsessionmetrics.htm): Provides information about a messaging session, such as Service rep and end user response time. - [MessagingEndUser](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) (Messaging User): Represents one address, such as a phone number or Facebook page, that communicates in one Messaging channel. - [AgentWork](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm): Represents a work assignment that’s been routed to a Service rep. If the work is transferred to another Service rep, another AgentWork record is created. - [ConversationEntry](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationentry.htm): Used only in standard messaging channels. Represents a message or an event in the chat history between a Service rep and a messaging user. To learn more, review the [Messaging Object Model](https://developer.salesforce.com/docs/service/messaging-object-model/guide/messaging_object_model.html). ## Track Response Time To track the average and maximum response time of agents and customers, create a custom report type with [Messaging Session](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm) as the primary object and [Messaging Session Metrics](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsessionmetrics.htm) as the secondary object. Messaging Session Metrics records are available only for enhanced Messaging and Messaging for In-App and Web sessions created after September 30, 2024. ![Report with Messaging Sessions as the primary A object and Messaging Session Metrics as the secondary B object, where each A record must have at least one B record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_report_msm.png) Six Messaging Session Metrics records are generated for each completed messaging session. These records track, respectively: - Average response time for end users and Service reps in the session - Maximum response time for end users and Service reps in the session - Message count for end users and Service reps in the session Here are example questions that your report can answer. See the object documentation for a full list of fields and descriptions. | Question | Report Configuration | | --- | --- | | How many messages do agents typically send to resolve inquiries? | Filter messaging sessions with Status = Ended, and then filter messaging session metrics with Messaging Session Metric Type = AgentMessageCount. | | On average, how many seconds does it take for agents to respond to a message? | Filter messaging sessions by your date range, and then filter messaging session metrics with Messaging Session Metric Type = AverageAgentResponseTime. | | How long does it take each Service rep to respond to a transferred message? | Filter messaging sessions by your date range, and then filter messaging session metrics with `Messaging Session Metric Type` = `ServiceRepFirstResponseTime`. | | What’s the longest that end users wait for a response? | Filter messaging sessions by your date range, and then filter messaging session metrics with Messaging Session Metric Type = MaxAgentResponseTime. | | How many messages do end users typically send before a session ends? | Filter messaging sessions by your date range, and then filter messaging session metrics with Messaging Session Metric Type = EndUserMessageCount. | ## Track Handle Time and Resolution To track handle time and messaging session resolution, create custom report types for the [Messaging Session](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm) or [Agent Work](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm) objects. See the object documentation for a full list of fields and descriptions. Agent Work and Messaging Sessions report type: ![Report with Agent Work as the primary A object and Messaging Sessions as the secondary B object, where each A record must have at least one B record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_report_aw.png) Messaging Sessions report type: ![Report with Messaging Sessions as the primary object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_report_ms.png) Here are example questions that your reports can answer. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69574e336">Question</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69574e339">Report Configuration</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e336 ">What proportion of sessions were ended by agents versus by end users?</td> <td data-label="Report Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e339 ">Create a custom report type with Messaging Session as the primary object. Sort messaging sessions by <samp class="parmname">Ended By Type</samp>.</td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e336 ">What’s the typical length of a messaging session?</td> <td data-label="Report Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e339 "> <p>Create a custom report type with Agent Work as the primary object and Messaging Session as the secondary object. Sort work by <samp class="parmname">Handle Time</samp>, which includes any After Conversation Work time that the agent used.</p> <p style="margin-bottom:0;">Monitoring handle time is helpful if you’ve configured Messaging to be synchronous. If you have an asynchronous configuration—for example, you rely on the Inactive status during periods of inactivity—focus on other KPIs instead.</p> </td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e336 ">What proportion of closed sessions were resolved entirely by a bot?</td> <td data-label="Report Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e339 ">Create a custom report type with Messaging Session as the primary object. Filter messaging sessions with <samp class="parmname">Status</samp> = <kbd>Closed</kbd>, and then sort by <samp class="parmname">Agent Type</samp>, where a value of <kbd>Bot</kbd> indicates that no human service reps were involved. </td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e336 ">How long does it take for agents to accept new sessions? </td> <td data-label="Report Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d69574e339 ">Create a custom report type with Agent Work as the primary object and Messaging Session as the secondary object. Sort work by <samp class="parmname">Speed to Answer</samp>.</td> </tr> </tbody> </table> ## Compare Traffic Across Channels Create a custom report type with [Messaging Session](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm) as the primary object. As a start, include these basic fields, but see the object documentation for a full list of fields and descriptions. - Messaging Channel - Status - Start Time - End Time - (Lookup field) Messaging Channel: Type - (Lookup field) Messaging Channel: Channel Name Here are example questions that your report can answer. | Question | Report Configuration | | --- | --- | | Which types of channels, such as Enhanced Chat or Facebook Messenger, are generating the most and least traffic? | To view sessions occurring within a specific time frame, filter by Start Time. Then, sort messaging sessions by the Messaging Channel: Type field. | | If you have multiple channels of each type, such as multiple Facebook Messenger channels, which channels are generating the most and least traffic? | To view sessions occurring within a specific time frame, filter by Start Time. Sort messaging sessions by the Messaging Channel: Channel Name field. | ## Compare Messaging Activity Across Accounts To compare the activity of your accounts with several report configurations, create a custom report type with [Messaging User](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) or [Messaging Session](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm) as the primary object. Messaging Users and Messaging Sessions report type: ![Report with Messaging Users as the primary A object and Messaging Sessions as the secondary B object, where each A record must have at least one B record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_report_mu.png) Messaging Sessions report type: ![Report with Messaging Sessions as the primary object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_report_ms.png) Here are example questions that your report can answer. | Question | Report Configuration | | --- | --- | | How many messaging sessions did each of our accounts generate this month? | Create a custom report type with Messaging Sessions as the primary object. Filter the messaging sessions to your preferred date range, and then sort by Account. | | What messaging users do we have for each account? | Create a custom report type with Messaging Users as the primary object, and then sort the messaging users by Account. | ## Track Message Delivery Failures (Standard Channels) To track inbound and outbound messages that weren’t delivered in standard Messaging channels, create a custom report type with [Conversation Entry](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationentry.htm) as the primary object. Filter or sort the report based on these fields: - Actor Type - Message Status Code Currently, you can’t track message delivery failures in enhanced channels. #### See Also - [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US) - [What’s Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&release=264.0.0&type=5 "Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.") - [Accessing Messaging and Voice Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&type=5&language=en_US) - [_Trailhead:_ Service and Data 360: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) <!-- document id=35c1cdb7acb1932d9ce62b059f939586b1255e932a2683053665345a80842dca url=/admin/current/en-us/service/264-0-0/voice_ac_reporting.md --> # Report on Your Contact Center Create a CRM Analytics App to report on your contact center’s key performance indicators (KPIs). ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> For more information, see [Track Contact Center KPIs with the CRM Analytics App](https://help.salesforce.com/s/articleView?id=service.voice_setup_analytics.htm&type=5&language=en_US). <!-- document id=321de67380cbda16346f6783890596ab8a904cce63df190be8c7a2c8cb2eb643 url=/admin/current/en-us/service/264-0-0/hr_svc_report_payroll_discrepancy.md --> # Report Payroll Discrepancy Action Submits a payroll discrepancy report for an employee by creating a service request and a related case. Use it when a user directly reports a payroll issue, or as a follow-up to the Get Payroll Discrepancy action to file a case for the affected pay period. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d41277e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d41277e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41277e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d41277e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">ReportPayrollDiscrepancy</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Report Payroll Discrepancy</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Process Name, Discrepancy Type, Short Description, Pay Period ID, Check Date</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Case Number, Error Message</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "My paycheck is wrong—please report it." - "I'm missing overtime pay. File a discrepancy." - "Open a case about an incorrect deduction on my check." <!-- document id=65a48bd9d700ae832cb3b4c5b1001a81abede824e9009847d3e4a027f27fbfc1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_rpt_phsh_email.md --> # Report Phishing Email Deploy this template to provide employees with a standardized way to report suspicious or phishing emails. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Sender Email Address: The email address of the sender who sent the suspicious email. - Link Clicked: Confirmation of whether the user clicked links or attachments in the suspicious email. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=157dc1f6feb228bcd6552292b4453ed73e8a21f776eda8ed5efee4dc31db4007 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_printer_issue.md --> # Report Printer Issue Deploy this template to provide employees with a standardized way for reporting printer issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - City: The city where the printer is located. - Building: The specific building where the printer is located. - Floor: The floor level within the building where the printer is located. - Printer Name: The name or unique identifier of the printer experiencing the issue. - Issue Details: A detailed description of the printer malfunction or specific problem being reported. ## Incident Resolution This service process routes the incident to the IT support queue for manual troubleshooting and resolution. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=1250a7ce292980a788451f1e5e5c0336e7977c45408bcc52f255471a66e78dec url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sf_plt_issue.md --> # Report Salesforce Platform Issue Deploy this template to provide employees with a standardized way to report Salesforce platform issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential user details for accurate and auditable fulfillment. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Issue Description: A detailed description of the reported issue. - Impact: The level of business impact caused by the issue. - Urgency: The level of urgency for resolving the reported issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=090f84a70c6481bbc7bcd27b093145cc4895e392a71c89c7281ee7a9e2626a80 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_sw_issue.md --> # Report Software Issue Deploy this template to provide employees with a standardized way to report problems, crashes, or errors related to software applications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential issue details and urgency and impact values for efficient troubleshooting. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software that is experiencing technical issues or errors. - Issue Details: A detailed description of the problem, including error messages, steps to reproduce the issue, or observed behavior. - Urgency: The employee's assessment of how quickly a resolution is required. - Impact: The extent to which the issue hinders the employee's ability to work. ## Incident Resolution This service process routes the incident to the IT support queue for manual troubleshooting and resolution. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=c28885bc456ed2ef9335bf9b282e9868b58ff685c349b8f10fbbb976f0d8b54c url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_rpt_sso_issues.md --> # Report SSO Issues Deploy this template to provide employees with a standardized way to report Single Sign-On (SSO) issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates an incident record that captures essential user details for accurate and auditable fulfillment. Review what's included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Subject: A brief summary of the reported SSO issue. - Issue Description: A detailed description of the reported SSO issue. - Impact: The level of impact the issue has. - Urgency: The urgency level for resolving the issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=4e79d21103c8809c2779fd2650adf2715a84d467801c30012fecd480d4752d70 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_perfrmnc_issue.md --> # Report System Performance Issue Deploy this template to provide employees with a standardized way to report system performance issues on an assigned device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Assigned Device: The device experiencing performance issues. - Performance Issue Details: The detailed description of the performance issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=8b856f643b4887cceabc6a1210d885db5d0725f16f149155bd3fad2a2e013dab url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_reports_tab.md --> # Reports Tab Quickly gain comprehensive insights into historical contact center and representative performance using the reports in Command Center for Service. Leverage this information to strategize, make data-driven decisions, and take immediate actions to enhance team efficiency, contact center operations, and customer satisfaction. For instance, use the reports to identify trends in case volume, and then optimize resource allocation to manage contact center costs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To view the reports on the Reports tab in Command Center for Service, you must enable Enhanced Omni-Channel and install the reports. If you configured a supervisor configuration, the supervisor must be granted access to view the Reports tab. By default, supervisor configurations are set up to show the Reports tab. ![Command Center for Service Agentforce Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_supervisor_reports_tab.png) #### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) - [Install the Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.omnichannel_install_reports.htm&language=en_US) <!-- document id=6d443bc735c0abd9870c1593aaccf9ee62c26a0230c277b5a5f1a8340ce031fa url=/admin/current/en-us/service/264-0-0/pfs_solutions_represent_workforce.md --> # Represent My Workforce in Field Service To effectively schedule, track, and maintain service appointments, you must first set up your workforce and various types of workers as service resources in Field Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Consider these related jobs when setting up your workforce. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d149999e88">I WANT TO…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d149999e91">HOW DO I DO THIS?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d149999e94">PERSONA</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d149999e97">INDUSTRIES CATEGORIES</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e88 ">Make my capacity-based resources (contractors) available for scheduling.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e91 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_set_up_communities.htm&type=5&language=en_US" target="_blank">Set Up Field Service in Experience Cloud Sites</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_define_resource_capacity.htm&type=5&language=en_US" target="_blank">Define Capacity-Based Resources</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e94 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e97 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e88 ">Make service resources available for scheduling.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e91 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e94 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e97 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e88 ">Make equipment and assets available for scheduling.</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e91 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e94 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e97 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e88 ">Make sure service resources who work together are scheduled as a group (crews).</td> <td data-label="HOW DO I DO THIS?" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e91 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&type=5&language=en_US" target="_blank">Set Up Crew Management</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&type=5&language=en_US" target="_blank">Create Service Crews</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&type=5&language=en_US" target="_blank">Create Service Resources for Field Service</a> </p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e94 ">Admin</td> <td data-label="INDUSTRIES CATEGORIES" class="slds-cell-wrap" style="vertical-align:top;" headers="d149999e97 "> <ul> <li>Communication, Media, and Technology</li> <li>Education</li> <li>Energy and Utilities</li> <li>Engineering and Construction</li> <li>Financial Services</li> <li>Healthcare and Life Sciences</li> <li>Manufacturing and Automotive</li> <li>Retail and Consumer Goods</li> <li>Travel, Transport, and Hospitality</li> </ul> </td> </tr> </tbody> </table> <!-- document id=37735474e82ac81207144352215ce8b40e25756ce3d04d8c0306723934ebd357 url=/admin/current/en-us/service/264-0-0/messaging_sms_brand.md --> # Request a Brand for a 10-Digit Long Code (US and Canada) Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sms_brand__d469e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sms_brand__d469e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Brands for 10-digit long codes in Agentforce Service are supported only in the United States and Canada. If you have the Agentforce Contact Center Digital add-on, you need country-specific licenses to register brands. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can request a brand from your production org only. ## Submit Your Registration Request Your brand request can take up to five business days to process. The duration depends on how long it takes for the SMS ecosystem's third-party vetting partner to approve your request. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If enabled, the Agentforce Brand Registration Assistant can help validate and process the 10DLC brand registration information that is input. This tool uses generative AI, which is known to include inaccurate or harmful responses. Review the output for accuracy and safety. You assume responsibility for the output when making business decisions. 1. Collect the information listed in the [Brand Request](https://help.salesforce.com/s/articleView?id=service.messaging_channel_sms_samples.htm&release=264.0.0&type=5) section. 2. From Setup, in the Quick Find box, enter Regulatory Compliance, and select **Regulatory Compliance**. 3. On the **10DLC Brands** tab, click **Register Brand**. 4. Enter the company's details, and then click **Save & Continue**. 5. Enter the contact information and address details, and then click **Submit**. You can view each request's progress on the Regulatory Compliance page. Here are the possible states for your 10DLC brand request: - **Requested**: Your request is submitted and is awaiting review. - **Re\_Requested**: You've submitted the request again. - **Pending**: Your request is being reviewed. - **Verified**: Your request is approved. - **Unverified**: Your request isn’t approved. - **Rejected**: Your request isn’t approved. Try requesting the brand again. You can save a draft of your request and return to it later. You can save up to 10 drafts of each type of request, including brands, campaigns, and codes. On the **10DLC Brands** tab, under the Denial Reason column, you can review the reasons for rejection. If the review process requires corrections, click **Edit and Resubmit Request** to edit and resubmit the request. If the request is rejected twice, Salesforce emails your support contact to address the issue. ## Improve Brand Messaging Throughput When a brand achieves a higher vetting score, its messaging throughput increases, letting it send more messages each minute or day. If you have your brand vetting score, import it to improve the brand's messaging throughput. For more information on messaging throughput and vetting score requirements for certain carriers, see slide numbers 27 and 28 of the [Campaign Registry CSP User Guide](https://www.campaignregistry.com/wp-content/uploads/CSP-User-Guide_April-2025-v3.pdf). 1. From Setup, in the Quick Find box, enter Regulatory Compliance, and select **Regulatory Compliance**. 2. On the **10DLC Brands** tab, click **Register Brand**. 3. Click the ![Down Arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/down_120.png) icon corresponding to your brand request, and then click **Import Vetting Details**. The **Import Vetting Details** action is available for brand requests that are in Vetted status, and for requests where vetting status is Failed or Not Vetted. Aegis Mobile, Campaign Verify, and WMC Global are available as vetting partners. 4. Enter import vetting details. 5. Click **Submit**. <!-- document id=c20b915cddbd70beaadc2b0b31776ae3b132713fe26ea04fde66a95db4e45fe8 url=/admin/current/en-us/service/264-0-0/messaging_sms_campaign.md --> # Request a Campaign for a 10-Digit Long Code (US and Canada) Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sms_campaign__d877e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sms_campaign__d877e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can request a campaign from your production org only. ## Considerations Campaigns for 10-digit long codes in Agentforce Service are supported only in the United States and Canada. Processing your campaign request can take up to 10 business days, depending on the time needed for carriers and aggregators to provide approval. You can request one campaign for each purchased 10-digit long code (10DLC). If you have the Agentforce Contact Center Digital add-on, you need country-specific licenses to register campaigns. Although you can use up to 48 10-digital long codes for one campaign, we recommend using only one code for each campaign. If you require more than 49 numbers, email messagingregistration@salesforce.com to request a number pool to be added to the approved campaign. This secondary approval requires additional vetting from the SMS carriers, and takes up to 10 extra business days. ## Submit Your Campaign Request ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If enabled, the Agentforce Campaign Registration Assistant can help validate and process the 10DLC campaign registration information that is input. This tool uses generative AI, which is known to include inaccurate or harmful responses. Review the output for accuracy and safety. You assume responsibility for the output when making business decisions. 1. Collect the information listed in the [Campaign Request section](https://help.salesforce.com/s/articleView?id=service.messaging_channel_sms_samples.htm&release=264.0.0&type=5 "Use this information to create your opt-in, opt-out, and help messages for your SMS campaigns in Agentforce Service (formerly Service Cloud). All keywords are case-insensitive."), and review the sections related to opt-in, opt-out, and help. 2. From Setup in a production org, in the Quick Find box, enter Regulatory Compliance, and select **Regulatory Compliance** under Messaging. This page is read-only in sandbox orgs. 3. On the **10DLC Campaigns** tab, click **Register Campaign**. 4. Enter the campaign overview details, and then click **Save & Continue**. 5. Enter the campaign and content attributes, and then click **Save & Continue**. 6. Enter the opt-in information, and click **Save & Continue**. 7. Enter the opt-out and help keywords information, and click **Submit**. You can view each request's progress on the Regulatory Compliance page. Here are the possible states for your campaign request. - **Requested**: Your request was submitted and is awaiting review. - **Re\_Requested**: You've submitted the request again. - **Pending**: Your request is being reviewed. - **Registered**: Your request is approved. - **Registered - Awaiting Number Pool Request**: Your request is in the queue. - **Rejected**: Your request isn’t approved. - **Suspended**: Your campaign is suspended and can’t be used. Contact Salesforce Customer Support for help. - **Expired**: Your request has expired. Create a new request. You can save a draft of your request and return to it later. You can save up to 10 drafts of each type of request, including brands, campaigns, and codes. You can also review the reasons for rejection. If the review process requires corrections, edit the request by clicking the arrow next to the request and selecting **Edit and Resubmit Request**. If your request is rejected twice, Salesforce emails your support contact to address the issue. For help, see [Salesforce Campaign Rejection Error Codes](https://help.salesforce.com/s/articleView?id=002186625&type=1&language=en_US). To ask about traffic enablement, contact messagingregistration@salesforce.com and provide the case number you received after submitting the campaign registration form. ## Registering with The Campaign Registry You can request a 10-digit long code (10DLC) to send SMS messages to end users, subject to certain country and use case restrictions. A 10DLC phone number is registered for use by a single sender and for a single use case. This registration process gives the mobile carriers insight into the approved use cases for each phone number that is used to send messages. The Campaign Registry is the industry organization that collects 10DLC registration information and manages brand and campaign registrations. The information you provide to Salesforce for 10DLC registration is shared with the Campaign Registry to facilitate the registration process. For more information about how the Campaign Registry uses your information, see the FAQ on the [Campaign Registry website](https://www.campaignregistry.com/resources/). If your brand or campaign is rejected for any reason during the registration process, Salesforce doesn’t determine the reason for brand or campaign rejections. This is done solely by third-party reviewers that are determined by the applicable mobile carriers. However, Salesforce can help guide you through the correct course of action to fix and resubmit your brand or campaign. <!-- document id=3828b4d5e2c042e9ad891ad8d834e4f5286baa7885aeb7a617adf9e58792a5b3 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_loaner_lptp.md --> # Request a Loaner Laptop Deploy this template to manage temporary laptop requests for various scenarios, such as for employees who are traveling or awaiting repairs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Loaner Laptop Model: The preferred laptop model, such as MacBook or Windows. - Required By Date: The date the employee needs the device to be available. - Duration (Days): The total number of days the loaner laptop is needed. - Business Justification: A brief business justification for the request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=bc573af34938c06eeb770b993557024fa86268f324a3446394dd5923b8bc5590 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_async_payment.md --> # Request a Payment with an Enhanced Bot Use the payment messaging component to request and process payments from customers in enhanced Apple Messages for Business channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93289e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93289e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93289e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> This component is asynchronous. When the bot sends the component, the customer can continue the conversation and respond to the component later. Bots that use asynchronous components require careful configuration to ensure a natural conversational experience. Before adding this component to a bot, learn more about [best practices for asynchronous components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_best_practices.htm&release=264.0.0&type=5 "Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context."). This component is available only for enhanced Apple Messages for Business channels. In enhanced bots, payment components time out after five minutes. Before you begin: - [Add Apple Pay to your channel and create a payment messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment.htm&type=5&language=en_US). When you set up a payment component, you specify a prompt that asks customers to make a payment and a confirmation message. The prompt and confirmation message aren’t visible in the Bot Builder, but you don’t need to add a separate dialog step to send them. In the bot conversation, the prompt is sent to the customer when they reach the dialog step that references your component. After the customer completes the payment, the confirmation message appears as a message from the customer. - If you haven’t already, create one or more Apex classes to dynamically generate session-specific payment details each time the component is sent. Payment details include line items, a payment total, and optionally, shipping methods. For examples, see [Apex Reference Guide: RichMessaging Namespace](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_namespace_RichMessaging.htm). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These instructions assume that you use a dedicated Apex class or flow to populate the messaging component. But you can use variables from anywhere in your bot, as long as they’re of the same object type specified in the messaging component. 1. To generate payment details each time the component is sent, add an Apex class to your dialog. 1. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the payment request to. 2. From the Dialog Component Library, drag the **Apex** or **Flow** action dialog step onto the canvas. 3. In the Step Properties panel, select the Apex class or flow associated with the payment component. 4. For each output, create or select a bot variable to store the output of the Apex class or flow. You reference these variables again in the Payment dialog step to customize the payment request. 5. Repeat for each Apex class or flow you created to populate the parameters. 2. Add the payment component to your bot. 1. From the Dialog Component Library, drag the **Payment** dialog step onto the canvas. 2. In the Step Properties panel, search for and select the payment component associated with your Apex class or flow. If you don’t see your component, refresh the builder and try again. 3. The payment messaging component is asynchronous, so tell the bot what to do after sending the form. The bot can wait for customer input or move on to the next dialog step. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When exact matching or intent recognition are enabled, the customer can enter text that redirects the bot conversation to another dialog (for example, “Main Menu”), regardless of the option you select. 4. To customize the payment component, for each input parameter, specify a bot variable. In most cases, specify the same output variables you created in the previous Apex or Flow action steps in the corresponding input parameter fields. For example, in an Apex action step, you store the outputs of the PaymentLineItems class in the Payment Total object variable and the Payment Line Items object list bot variable. In the associated Payment dialog step, for the Payment Line Items and Payment Total input parameters, you specify the same variables. | Apex dialog step | Payment dialog step | | --- | --- | | ![An Apex action showing outputs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_payment_apex_outputs.png) | ![A payment component showing inputs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_payment_component_inputs.png) | 5. Specify a backup rule action for the bot to use if the required input parameters don’t return details for the payment. Select **Call Dialog** or **Redirect to Dialog**, and then select the appropriate dialog. 6. In the output section, select or create a text variable to store the result of the payment. 7. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the payment request, or the bot can request a payment and override the original value. 8. Optionally, select or create an object list variable to store the list of error codes if the customer response results in an error. You can use Rule conditions and actions to customize the behavior of the Error Handler dialog based on the error variable. See [Error Handling for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_errors.htm&release=264.0.0&type=5 "Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request."). 3. Save your changes. To specify the bot’s behavior when a customer responds to the component, add a Rule action step after the component. The Rule action step ensures that whenever your customer responds to the component, their response is confirmed and the conversation is redirected appropriately. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") <!-- document id=d526e3c000de3e9e125bcbd101989e8e42f674967595b4572e14f2422d3fd927 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_acct_unlck_clleague.md --> # Request Account Unlock for Colleague Deploy this template to provide employees with a standardized way to request an account unlock for a colleague. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Colleague Email Address: The registered email address of the colleague whose account requires unlocking. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Okta in the fulfillment flow. To use this integration, configure your Okta credentials. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=299fa87ec98961ebc7625e2f0ed79362c7f588e6551ddb6b60d730eb3a62c23a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_add_rmv_grp_mmbrs.md --> # Request Add or Remove Group Members Deploy this template to provide employees with a standardized way to request adding or removing members from Active Directory (AD) groups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Group Name: The name of the Active Directory group where the membership change occurs. - Membership Action: The requested action to either add or remove members from the specified group. - Member Email Addresses: The email addresses of the members affected by the membership change. - Business Justification: A brief business justification for the membership change. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=6cb045483e7b8a806594edbfb686b3bb0f8033ae4bfd6af2c2b623b907c23944 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_admin_usb_accss.md --> # Request Admin or USB Access Deploy this template to provide employees with a standardized way to request temporary admin or USB access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Asset Name: The name or identifier of the asset that requires access. - Access Type: The type of access requested, such as Admin or USB access. - Access Expiration Date and Time: The date and time when access expires. - Business Justification: The business justification for the access request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=0f42075e3bc92f624fb2dd272e725f3a95ad3a933a5e4639b1536b490585b553 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_app_accss.md --> # Request Application Access Deploy this template to provide employees with a standardized way to request application access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Application Name: The name of the application for which the employee requests access. - Business Justification: The business justification for the application access request. - Access Duration: The length of time that the employee needs access. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow routes the request for manager approval and, after approval, triggers an automated API call to provision time-bound application access. ## Integration This template uses a preconfigured integration with an identity and access management system. The integration performs the automated application access provisioning with time-bound controls during fulfillment. To use this integration, configure credentials for the identity and access management system. <!-- document id=0804e670af68b04eb73130b1172322cf8aaab077c15998a862d0a8228f3f4a4a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_app_pwd_rst.md --> # Request Application Password Reset Deploy this template to provide employees with a standardized way to request an application password reset. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Application Name: The name of the application requiring a password reset. - User Email Address: The email address of the user requiring a password reset. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with an identity management system, such as Microsoft Entra ID or Okta. The integration performs the automated password reset during fulfillment. To use this integration, configure your identity management system credentials. To learn more about these third-party connectors, see [Microsoft Entra ID Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&language=en_US&type=5) and [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=e75e80fe1a031b8ac44d187a279dbf2403aaf20cf2bd350979c40ea649dfd89b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_audio_equipmnt.md --> # Request Audio Equipment Deploy this template to provide employees with a standardized way to request audio equipment for meetings or events. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Meeting Date: The date of the meeting or event. - Meeting Room Details: The details of the meeting room that the employee wants to reserve. - Meeting Duration: The duration of the scheduled meeting. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=0882d5e28907e6973a2a3f53c3428d1129c91e14375eab47c976c8ebbf4f6f0a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_azure_vm.md --> # Request Azure Virtual Machine Deploy this template to provide employees with a standardized way to request a development virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Azure Location: The Azure region where the service provisions the virtual machine. - Virtual Machine Size: The compute capacity size for the virtual machine. - Image Publisher: The publisher of the virtual machine image. - Image Offer: The specific image offer from the selected publisher. - Image SKU: The specific stock keeping unit (SKU) for the selected image offer. - Virtual Machine Name: The unique name assigned to the virtual machine. - Virtual Network: The name of the virtual network for virtual machine placement. - Subnet: The specific subnet name within the virtual network. - Network Interface Name: The name of the network interface associated with the virtual machine. - Administrator Username: The username for the virtual machine administrator account. - Administrator Password: The password for the virtual machine administrator account. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow provisions the virtual machine in the specified cloud environment. ## Integration This template uses a preconfigured integration with Microsoft Azure in the fulfillment flow. To use this integration, configure your Microsoft Azure credentials. To learn more about this third-party connector, see [Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=e2303a5007ac11c5b1de00fc5c32f066453029c987f8bf5869278bc28af33fd6 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_rqst_catalog_items.md --> # Request Catalog Items in Slack for IT Services Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge Many service catalog portals are difficult to navigate, creating what feels like a maze where employees can’t easily find the item they need. The existing request process is disruptive because it forces users to leave their primary workflow, open a browser, and fill out a form. These barriers create friction and slow down the entire process. ## Solution Requesting catalog items in Slack solves these problems by providing an effortless and conversational experience. - Employees can state their need in plain language, transforming the experience from a static form to a dynamic conversation. - The entire process can be completed in seconds directly within Slack. This improves employee satisfaction. ![request catalog items in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_catalog_items.png) Create a custom agent to request catalog items and allow the agent access to the Employee Services Slack app. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?language=en_US&id=ai.agent_setup_type.htm&type=5). <!-- document id=b0c502ee6332b65fbda2df9114fc80aa2157e4d0746def25f5b84f5dd7bff5c1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_cleaning_spprt.md --> # Request Cleaning Support Deploy this template to provide employees with a standardized way to request for cleaning support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Service Location: The specific location where cleaning support is required, including details such as the building, floor, room, or specific office area. - Support Details: A detailed description of the cleaning tasks needed, highlighting specific areas of focus or any special requirements for the request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=8b1145e537f842f112cfa6404faf8e273cee11e471de020f37f22145eba0f367 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_cloud_bckt_crtn.md --> # Request Cloud Storage Bucket Creation Deploy this template to provide employees with a standardized way to request the creation of a cloud storage bucket. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Bucket Name: The unique name for the new cloud storage bucket. - Business Justification: The business justification for the request to create a cloud storage bucket. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=c5c53baa63a99e8631a2b1cef0d9a3d6770e554df44be89c63a8b41853a31dd0 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_dltn_pwd_mgr.md --> # Request Credential Deletion from Password Manager Deploy this template to provide employees with a standardized way to request the deletion of credentials or secrets from a password manager. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Vault or Folder Name: The name of the vault or folder that contains the credential. - Secret or Password Name: The name or identifier of the secret or password selected for deletion. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=237038236f2f9931f4c7f439c0e622d295af55342251167f6afc7c00285c7d12 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_crdntl_rotn.md --> # Request Credential Rotation Deploy this template to provide employees with a standardized way to request the rotation of credentials for a secret. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Secret Name: The name or identifier of the secret requiring credential rotation. - Schedule: The requested rotation schedule or window for credential rotation. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=791a78b4526d32cd22a131d60de549261f380b9b0e6e6555a30210c762cbf28e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_data_bckup.md --> # Request Data Backup Deploy this template to provide employees with a standardized way to request for data backups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - File or Folder Details for Backup: A detailed description of the specific files, directories, or folders that require backup. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=13a0642dcb3aa4136d97fbc338e96012ded8ad473ab4801e2679b37df02b40ea url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_data_bkup_sync.md --> # Request Data Backup Synchronization Deploy this template to provide employees with a standardized way to request the synchronization of data backups between source and destination locations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Source Location ARN: The Amazon Resource Name (ARN) of the source location for the backup. - Destination Location ARN: The Amazon Resource Name (ARN) of the destination location for the backup. - Backup Name: The name of the backup. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=46de7c2f7d43759a63e9db0db2fdde36859d1bd414aaa4814671c28cce2e27bc url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_db_accss.md --> # Request Database Access Deploy this template to provide employees with a standardized way to request database access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Database Name: The name of the database for which access is requested. - Environment: The specific environment, such as Production, Development, or QA, where the database is located. - Access Type: The level or type of database access required (such as Read-Only or Read/Write). - Business Justification: A brief explanation of why the database access is necessary for the employee’s role or project. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=5bd99865b5e09e812f434f4cfd829d094659ea1169d8bf88abde21ce19ccdf61 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_tlcm_dsk_phn_setup.md --> # Request Desk Phone Setup or Support Deploy this template to provide employees with a standardized way to request desk phone setup or support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - City: The city where the employee needs desk phone service. - Building: The specific building identifier for the desk phone request. - Floor: The floor number of the service location. - Desk Number: The specific desk or workstation identifier for the service request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=8638f86432840b51410a8fb67cba9a7967512ad09d0d86e90ecee4de507615ef url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_dvc_encrptn.md --> # Request Device Encryption Support Deploy this template to provide employees with a standardized way to request for support related to device encryption setup, verification, and issue reporting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Encryption Request Details: A description of the requirements or issues details for device encryption setup, verification, or troubleshooting. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=4a14efff08e97365e1bbcfefaf4d552c210ebd3786f5289e0cee4a592fc1aa42 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_retrn_dvc.md --> # Request Device Return Deploy this template to provide employees with a standardize way for returning company-assigned hardware. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Reason for Return: The justification or circumstance for returning the device. - Return By Date: The date for when the device will be returned. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=3994da855d69ae6d50c6a472578a5f07612c6593ba133037b956aea67e4942dc url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_dist_list_mmbr_updt.md --> # Request Distribution List Membership Update Deploy this template to provide employees with a standardized way to request updates to an existing distribution list. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Distribution List Name: The name of the distribution list for the membership update. - Membership Action: The requested action, either adding or removing members from the distribution list. - Member Email Addresses: The email addresses of the members that the request adds to or removes from the distribution list, up to 20 per request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with your directory or mail system in the fulfillment flow. Use Flow Builder to configure this integration to match how your organization manages distribution lists. <!-- document id=e3acf8de5c7cfc5c5f7b2deed9d3bde2d72be872f46d3cf071c173b1c659fc3c url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_dns_rcrd_crtn.md --> # Request DNS Record Creation Deploy this template to provide employees with a standardized way to request the creation of a new DNS record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Record Name: The name of the Domain Name System (DNS) record. - DNS Zone: The authorized DNS zone for the record. - Record Type: The specific type of DNS record. - TTL: The time-to-live (TTL) value for the DNS record. - Record Address: The IP address or target value for the DNS record. - Comments: Additional context or justification for the DNS record request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow creates the requested DNS record in Infoblox.This template uses a preconfigured integration with Infoblox. ## Integration This template uses a preconfigured integration with Infoblox in the fulfillment flow. To use this integration, configure your Infoblox credentials. To learn more about this third-party connector, see [Infoblox Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_infoblox.htm&type=5&language=en_US). <!-- document id=4ed00a21d6196184f393bbe1bc0e2692412c668ccf36e7d9e4475a71642c6439 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_it_cloud_firewall.md --> # Request Firewall Rule Change Deploy this template to provide employees with a standardized way to request firewall rule changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Change Details: Technical details of the modifications required for the firewall configuration. - Business Justification: A brief explanation for the proposed change. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=b20729be82bcfeb58b32a38c5a8169d6fc32edbc231386954f9c8440206f906e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_genrl_genrl_it_spprt.md --> # Request General IT Support Deploy this template to standardize all miscellaneous IT support requests that don't fit predefined catalog items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Support Details: The details of the IT support or technical assistance needed. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=ef02b6527aa0369bd8df0033ad26ebfcc5b9a54cd7bf56fce46fd1dbce357507 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_ggl_wrksp_acct.md --> # Request Google Workspace Account Deploy this template to provide employees with a standardized way to request a new Google Workspace account. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - First Name: The first name of the new account holder. - Last Name: The last name of the new account holder. - Preferred Email: The preferred email address for the new account. - Business Justification: A brief business justification for the account request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=29c083edfe4c4cb540153ff4929665632fa493ca102f70f0ff756684f8e495f7 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_grp_team_ownr_chng.md --> # Request Group or Team Owner Change Deploy this template to provide employees with a standardized way to request a change of owner for a Microsoft Entra group or team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Group Name: The name of the Microsoft 365 group or team for the ownership change. - Current Group Owner: The username or identifier of the current group owner. - New Owner: The username or identifier of the user who becomes the new group owner. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra in the fulfillment flow. To use this integration, configure your Microsoft Entra credentials. To learn more about this third-party connector, see [Microsoft Entra ID Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=9d0e0a5c276182e7918f2e5cc465eec30f7118733b109137fce43aa4616fa137 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_guest_accss.md --> # Request Guest Access Deploy this template to provide employees with a standardized way to request guest access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Office Location: The office location for the guest visit. - Access Start Date and Time: The date and time when guest access begins. - Access End Date and Time: The date and time when guest access expires. - Guest Names: The full names of all guests requiring access. - Guest Count: The total number of guests requiring access. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=82aed0b4542787c66bc3997fb23cb533ad68cff7c8d07e6188efe43831a53713 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_gust_wifi.md --> # Request Guest Wi-Fi Access Deploy this template to provide employees with a standardized way to request for temporary guest Wi-Fi access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Guest Count: The total number of visitors who require access to the guest Wi-Fi network. - Guest Names: The full names of all guests for whom Wi-Fi access is being requested. - Guest Email Addresses: The email addresses of the guests, used to deliver their Wi-Fi login credentials. - Office Location: The specific office or building where the guests will be located and accessing the network. - Access Start Date and Time: The specific date and time when the guest Wi-Fi credentials should become active. - Access End Date and Time: The specific date and time when the guest Wi-Fi credentials should expire and access should be revoked. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=bf7f42752e3e106a2ac13c4821b78a3a800d234971e279f2c452a8789b6ab7ed url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_tlcm_intl_roam_plan.md --> # Request International Roaming Plan Deploy this template to provide employees with a standardized way to request international roaming access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Mobile Number: The mobile number that requires international roaming. - Roaming Start Date: The date when international roaming starts. - Roaming End Date: The date when international roaming ends. - Destination Countries: The names of the countries the employee is visiting. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=72c66f1cef1f11ad87e6f73b8eba9012fffd87053a7528064e1b3093cf5af317 url=/admin/current/en-us/service/264-0-0/fs_create_part_requests.md --> # Request Inventory in Field Service When your stock gets low or you need a part for a particular work order, create a _product request_. Product requests can be associated with work orders, work order line items, cases, and accounts. You can specify when and where the parts are needed, and divide the request into line items that each represent a needed part. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d179516e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">To create product requests:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">Create on product requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">To view product request line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">Read on product requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">To create, update, or delete product request line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179516e75 ">Edit on product requests</td> </tr> </tbody> </table> Mobile workers can create product requests when they find defective parts in their vehicles or their stock has run out. Dispatchers or service managers can create product requests on behalf of their mobile workers if they see their stock getting low. And schedulers can create product requests when they schedule work orders that require parts which aren’t normally found in a worker’s vehicle stock. 1. From the Product Requests tab or the Product Requests related list on a work order or work order line item, click **New**. 2. If the request is being made for a particular job, select the related work order or work order line item. 3. Optionally, select the related account or case. 4. Enter the destination location, which is where the parts are needed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service vehicles can also be locations. Mobile locations like vehicles have **Mobile Location** selected on their detail page. 5. Enter the address where the parts should be shipped; for example, the mailing address of the warehouse that is requesting them. 6. Select a shipment speed, and enter the Need By Date. 7. If the parts are being transferred from another location such as a warehouse, enter the source location. 8. Add a description. 9. Assign the product request a status: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Draft</strong></td><td class="slds-cell-wrap">Finalizing the product request details.</td></tr><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Submitted</strong></td><td class="slds-cell-wrap">The product request is ready for processing.</td></tr><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Received</strong></td><td class="slds-cell-wrap">The department in charge of fulfilling the request is working on it.</td></tr></tbody></table> 10. Save your changes. 11. Create one product request line item for each product needed. 1. From the Product Request Line Items related list, click **New**. 2. Select the product that is needed, and enter a quantity and unit of measure. These values are inherited from the Quantity Unit of Measure field on products. 3. Fill in the rest of the fields as needed. The parent product request’s shipping and related record information is auto-populated on its line items. 4. Save your changes. The product request now appears in the Product Requests related list on the related work order or work order line item. You can also view and sort line items from all product requests from the Product Request Line Items tab in Salesforce. #### See Also - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Let Users Create Product Requests in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_product_requests.htm&release=264.0.0&type=5 "Let your mobile workers create product requests when they find defective parts in their vehicles or their stock runs out.") <!-- document id=bf59b18bea58e56ae851778692679398ad15539e9e93db9b32398d73f771d6ca url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_rqst_knwldg.md --> # Request Knowledge in Slack for IT Services Resolve common issues instantly by allowing employees to use Agentforce in Slack. When encountering an issue or for general queries, employees can request knowledge and receive immediate, on-demand assistance without human interference. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge Employees often face high friction when trying to find basic IT information such as password request, VPN issues, and many more. They have to leave their workflow in Slack to navigate to a separate knowledge base, where they are often met with long, generic articles that contain information overload. When they can't find an answer, their only option is to create a ticket and wait, which creates a bottleneck for common, solvable issues. ## Solution Requesting knowledge in Slack solves these problems by empowering employees to resolve issues on their own. - On-Demand Self-Service: Employees get immediate answers to their questions directly in their flow of work. - Contextual and Guided Assistance: The AI assistant can ask clarifying questions to provide tailored, step-by-step instructions that are relevant to the user's specific situation. - Significant Ticket Deflection: Each time an employee resolves an issue using knowledge article, there's one less ticket for the service desk to handle, freeing up human agents to focus on more complex, high-impact work. You can do this by setting up Agentforce in Slack. Allow access to the agent you create from the IT Employee template and make it available in the Employee Services Slack app. See [Set Up and Manage Agentforce in Slack](https://slack.com/intl/en-in/help/articles/36218109305875-Set-up-and-manage-Agentforce-in-Slack). ![request knowledge in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_knwldg.png) <!-- document id=0a23b6b44168dcd9c7bf0418078d67bfa6479f13c505f9ca5d1036a723aed854 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_k8s_clstr_prvsn.md --> # Request Kubernetes Cluster Provisioning Deploy this template to provide employees with a standardized way to request the provisioning of a Kubernetes cluster. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Cluster Name: The name of the Kubernetes cluster. - Node Count: The number of nodes required for the cluster. - Instance Size: The compute instance size used for the cluster nodes. - Region: The geographic region for the cluster. - Environment: The deployment environment for the cluster. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=9ced668ecd4441469f6cf5ae134cc57b686ff8a812518de34103d5f8607bdfe4 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_hw_upgrade.md --> # Request Laptop Hardware Upgrade Deploy this template to provide employees with a standardized way to request laptop hardware modifications, such as RAM or disk upgrades. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Component to Upgrade: The specific component to upgrade, such as RAM, Disk Size, or Other. - New RAM Capacity: The desired capacity for the RAM upgrade. - New Disk Size: The desired size for the disk upgrade. - Other Upgrade Requirements: Other requirements for the hardware upgrade. - Required By Date: The date the hardware upgrade is required by. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=c68093965d31652875d244f4b3e1c8642af5593a0ecfd5278e8d30a535baaa98 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_lptp_rplcmnt.md --> # Request Laptop Replacement Deploy this template to provide employees with a standardized way of replacing end-of-lifecycle, damaged, or unsuitable employee laptops. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Reason for Replacement: The reason for requirin the laptop replacement. - Operating System: The preferred operating system for the replacement device. - Disk Size: The required disk storage size for the replacement laptop. - RAM Capacity: The required amount of memory (RAM) for the replacement device. - Required By Date: The date for when the replacement laptop is needed. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=03bef8878b335de7fcdd227f89563eb5ee6a873e0dd9063f5807d69d8a796f35 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_components.md --> # Request Management Components for IT Services Review the building blocks in Agentforce IT Service that help manage the service requests for your employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> To manage service delivery effectively, understand these components of the Request Management system. | Component | Description | | --- | --- | | Service Request | A formal request for a pre-approved, low-risk IT service or information. Unlike incidents, which report a service interruption, requests are routine needs such as software provisioning, hardware upgrades, or password resets. | | Service Catalog | The centralized repository of all available IT services and products. Admins configure the catalog to determine which services are visible to employee users and what information employees must provide for each submission. | | Service Catalog Item | An individual offering within the catalog. You can use templates to create service catalog items that include preconfigured attributes, intake forms, and fulfillment logic. | | Attributes | The specific fields and data points, such as Operating System or Business Justification, shown to users during request intake to collect the information needed to create and process the request. | | Intake form and flows | Unified Catalog uses an intake form interface to collect information from the users. When the user submits a form, it creates a service request record (such as a service request or incident). Each IT service template includes a prebuilt intake screen flow to handle data collection. In some cases, the flow uses third-party connectors to fetch external data, such as a list of assigned devices, to show to the user. | | Fulfillment type | The method used to complete a service request. Fulfillment can be manual, where a task is routed to a support rep, or automated through fulfillment flows and third-party connectors. Certain fulfillment flows also include an additional step to orchestrate manager approval. | | Fulfillment flows | The backend logic that carries a request from submission to closure. Many IT service templates include prebuilt fulfillment flows that use integrations with third-party connectors to automate fulfillment. | | Third-Party Connectors | Integrations with external connections that allow Salesforce to communicate with other software, such as Okta or Microsoft Entra ID, to fetch data for intake or perform automated fulfillment actions. | <!-- document id=0fe8d4c92d562218d5f7c05d5e669b07be921eb93e09d3361ad7472a0a8080d6 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_parent.md --> # Request Management for IT Services Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Improve the way that your employees get help with these key capabilities. - Standardized workflows: Replace ad hoc communication with structured, auditable workflows to ensure consistent and predictable delivery. - Agentic experience: Allow employees to submit requests in natural language via conversations with Agentforce through Slack, Teams, or the employee portal. - Automated fulfillment: Resolve low-risk, repeatable requests like password resets or approved software provisioning by using automated workflows. - Targeted service delivery: Use distinct data models for service requests and incidents. By separating routine requests from service interruptions, you can apply tailored fulfillment logic and service-level agreements. - **[Request Management Components for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_components.htm&release=264.0.0&type=5)** Review the building blocks in Agentforce IT Service that help manage the service requests for your employees. - **[Set Up Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_setup.htm&release=264.0.0&type=5)** Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services. - **[Work with Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_workwith.htm&release=264.0.0&type=5)** Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments. <!-- document id=62dbe03abce6dace93436488bfeb5a9a59e81fe359cd5833bd666b89c517c51e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_example.md --> # Request Management in an IT Services Company Jane, a software engineer, is an employee at Cumulus Bank who uses the employee portal and Slack to get service delivery from her company. This example follows Jane as she uses different service delivery paths to reserve a conference room and upgrade her virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Requesting a Conference Room via Chat Jane needs to reserve a conference room for an upcoming team meeting. Instead of logging into a portal, she sends a message to Agentforce in Slack: "Reserve the Galaxy Conference Room." Conversation: Agentforce recognizes the request as a service catalog item (SCI) and asks Jane to confirm it’s the correct item. After Jane confirms, Agentforce fetches and lists the attributes she must provide: - Conference Room Name and Number - Floor Number - Building Name - City - Country - Number of Members - Reason for Meeting - Reservation Start Date and Time - Reservation End Date and Time Result: After Jane provides the information, Agentforce creates a service request record and provides the confirmation details. This service uses a manual fulfillment type. After Jane submits her details, the request is routed to the administrative team for fulfillment and coordination. Jane completes the entire process without leaving her Slack workspace. ## Upgrading Server Hardware via Structured Form Later, Jane realizes her development server needs more memory. She resumes the chat with Agentforce on Slack and says: "I need to upgrade the RAM on my virtual machine." Hand-off: Because this request is complex, Agentforce provides a link to the Modify Virtual Machine SCI on the employee portal. Intake: Jane clicks the link and fills out a guided intake form. She specifies the parameters for the virtual machine and submits the request for the upgrade: - Location - Virtual Machine Name - New VM Size Automatic fulfillment: This request type is configured to trigger fulfillment immediately upon submission. Immediately after Jane submits the form, the fulfillment flow uses a third-party integration with the cloud provider (Microsoft Azure) to provision the request directly. The configured connector automatically resizes the virtual machine, eliminating the need for manual intervention from the IT staff. Completion: Jane receives a final notification that her server has been upgraded and is ready for use. <!-- document id=ff295905f782001095026633daeb27625de4bef8da51b494a2023c7c1e39311c url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_prmsn_licenses.md --> # Request Management Permissions for IT Services To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note IT service templates are available in orgs with Agentforce IT Service orgs and Unified Catalog. To use Unified Catalog and its features, users need the Unified Catalog add-on and Unified Catalog Community User add-on licenses. To install templates with third-party connectors, the MuleSoft for Flow: Integration add-on license is required. Users also need permission sets specific to their role to manage and use Unified Catalog. The table lists the permission sets. Use these permission set groups to simplify role-based access for Unified Catalog. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Permission Set Groups"> <caption>Permission Set Groups</caption> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87365e81">Permission Set Group</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87365e84">Included Permission Sets</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87365e87">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Set Group" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e81 ">UnifiedCatalogAdminPsl</td> <td data-label="Included Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e84 "> <p>UnifiedCatalogAdmin</p> <p>ContextServiceAdminPsl</p> <p>ProductCatalogManagementAdministrator</p> <p>ProductDiscoveryAdmin</p> <p style="margin-bottom:0;">ProductDiscoveryUser</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e87 ">Combines permission sets for admins to set up the Unified Catalog, manage product discovery experiences, and configure the underlying context service and product catalog metadata.</td> </tr> <tr class=""> <td data-label="Permission Set Group" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e81 ">UnifiedCatalogAgentPsl</td> <td data-label="Included Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e84 "> <p>UnifiedCatalogAgent</p> <p>ContextServiceRuntimePsl</p> <p style="margin-bottom:0;">ProductCatalogManagementViewer</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e87 ">Combines permission sets for support reps to run service processes, view product catalog features, and perform read operations on context entities.</td> </tr> <tr class=""> <td data-label="Permission Set Group" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e81 ">UnifiedCatalogCommunityUserPsl</td> <td data-label="Included Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e84 "> <p>UnifiedCatalogCommunityUser</p> <p>ContextServiceRuntimePsl</p> <p style="margin-bottom:0;">ProductCatalogManagementViewer</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d87365e87 ">Combines permission sets for Customer Community Plus (CCP) users to run Unified Catalog service processes, view product catalog features, and access context data during runtime. For Universal External License (UEL) users, assign the UnifiedCatalogCommunityUser and ProductCatalogManagementViewer sets individually, or create a custom permission set group without the ContextServiceRuntimePsl set.</td> </tr> </tbody> </table> <!-- document id=e524cb313c0de0d58b47eb2770adb75c59b8c0430fb540b1c5113864bcebfa95 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_ms365_app_supprt.md --> # Request Microsoft 365 App Support Deploy this template to provide employees with a standardized way to report issues with Microsoft 365 applications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Application Name: The name of the Microsoft 365 application related to the issue. - Issue Description: A detailed description of the Microsoft 365 application issue or request. - Impact: The level of business impact caused by the issue. - Urgency: The level of urgency for resolving the reported issue. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=c820e460f1ad0f053b20bd11fd59351763c1866b0ce4c0704d1c1f8f0aec5193 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_furntre_move.md --> # Request Minor Furniture Move Deploy this template to provide employees with a standardized way to request for minor furniture moves. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Current Location: The details of the location where the furniture move is needed. - Item Details: The details of the items to be moved. - Move Date: The date the furniture move is to be completed. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=929c1600cea36c8a79f849580f3291792fc61cb4138c3104f19556fcd8179dfb url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_tlcm_mob_plan.md --> # Request Mobile Plan Deploy this template to provide employees with a standardized way to request a mobile plan change. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Mobile Number: The mobile number for the requested plan change. - New Plan Name: The name of the new phone plan requested by the employee. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=fea7b4595a3f7e40a41efb1907ab1354ce7a1866675e413db4b1d2953aaa2777 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_mntrng_agnt_instln.md --> # Request Monitoring Agent Installation Deploy this template to provide employees with a standardized way to request the installation of a monitoring agent on an asset. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Asset Name: The name or identifier of the asset where the monitoring agent should be installed. - Business Justification: The business justification for the monitoring agent installation request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=ef5dc50d9cf53cacd09feccbe76250f9c1ac03a5e9470c8df3692891a6be8a8a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_email_mgmt_dstrbtn_list.md --> # Request New Distribution List or Group Deploy this template to provide employees with a standardized way to request for new email distribution lists or groups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Distribution List or Group Name: The name of the distribution list or group. - Group Email: The list of members to add to distribution list or group. - Member Email Addresses: The list of members to add to the distribution list or group. - Business Justification: The business justification for creating the distribution list or group. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, ensure your Microsoft Entra ID credentials are configured. To learn more about this third-party connector, see [Microsoft Entra ID connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=365bd40d27ec0a0b46d6be2de2ca5aa28e8eacf4895c55bdf146673fc564650e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_email_mgmt_new_email.md --> # Request New Email Account (with Microsoft Entra ID) Deploy this template to provide employees with a standardized way to request for new employee or role-specific email accounts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Employee ID: The employee identification number. - Employee Name: The employee’s full name. - Preferred New Email Address: The employee’s preferred new email address. - Secondary Email: The secondary email address. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The fulfillment flow for this service process orchestrates automatic manager approval before fulfilling the request. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, ensure your Microsoft Entra ID credentials are configured. To learn more about this third-party connector, see [Microsoft Entra ID connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=df0072befb2bef952c82f8a192e2c95acfaf094039af038954cfdc89aae19980 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_request_hw.md --> # Request New Hardware Request internal IT devices like laptops, monitors, or phones through the self-service portal. This process automatically generates a service request record for the IT fulfillment team to process and distribute your device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Before you request new hardware, make sure that your organization meets these requirements: - Turn on Hardware Asset Management and Agentforce Studio. - Provision and assign the AI Features For Employee Portal Add On license to your account. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d92346e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d92346e84 ">To access the portal and raise requests</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d92346e84 "><strong>ITAM for Community Users</strong> permission set, <strong>ITAM UEL</strong> permission set, <strong>Agentforce Employee Portal User</strong> permission set, <strong>Use AI in Employee Portal</strong> user permission</td> </tr> </tbody> </table> 1. From the Agentforce Employee Portal, open the **Unified Service Catalog**. 2. Select **New Hardware Requests**. 3. Select the type of hardware to order, such as **Request New Laptop**. 4. Enter shipping details and hardware specifications. 5. Select **Submit**. 6. Track the real-time fulfillment status of your request on the **My Tickets** page. #### See Also - [Track the Status of Your Hardware Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_track_rqst.htm&release=264.0.0&type=5 "Monitor the real-time progress of your hardware requests. Stay updated through automated notifications.") - [Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5 "Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing.") <!-- document id=a5fe9d17e24a4ddc406cad95588480dcc494d9c1d5df47e5f9d79174136845e9 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_id_badge.md --> # Request New ID Badge Deploy this template to provide employees with a standardized way to request a new ID badge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Business Justification: The business justification for the new or replacement badge. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=89269bd8c5e92c2e4f3a7ef8a83b32d6457b0c6ec84712c994177c3f444eb1b9 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_new_lptp.md --> # Request New Laptop Deploy this template to provide employees with a standardized way to request a new laptop. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Operating System: The preferred operating system, such as macOS or Windows. - Disk Size: The required disk storage size. - RAM: The required memory. - Shipping Address: The shipping address for delivering the laptop. - Business Justification: A brief business justification for the request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=e33f1b2ab7904e5febcdfd8ee87a440b56b997e7bc6510b0c755445531d9073f url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_new_monitr.md --> # Request New Monitor Deploy this template to provide employees with a standardized way to request a monitor for their workstation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Display Size: The preferred screen dimensions, such as 24-inch or 27-inch. - Delivery Address: The office desk location or the shipping address for delivering the monitor. - Business Justification: A brief business justification for the request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=e08d3091793888928b1af43b43c3a7195f014f064db148a691aa3898e4725c90 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_new_sw_accss.md --> # Request New Software Access (with Okta) Deploy this template to provide employees with a standardized way to request for new software access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software application for which access is requested. - Business Justification: A brief explanation of why the software access is necessary for the employee’s role, project, or task. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The intake flow for this service process includes a preconfigured integration with Okta to fetch a list of preapproved software available for the user to request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Okta in the fulfillment flow. To use this integration, ensure your Okta credentials are configured. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=6799b684f663074ba3ac345ff0077483b7451d13a02e7d3d6a02ed60a5130d33 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_sw_evltn.md --> # Request New Software Evaluation Deploy this template to provide employees with a standardized way to request for new software evaluation for addition to company's approved software list. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software application being requested for evaluation. - Reason for Evaluation: A brief explanation of the business need or specific use case being tested during the evaluation period. - Required By Date: The specific date by which the software evaluation needs to be completed or accessible. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=275aba308ac978892288fd6c64f03e2044325b025f555c9b0775bf6bf89443a1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_new_teams_wrkspc.md --> # Request New Teams Workspace Deploy this template to provide employees with a standardized way to request a new Microsoft Teams collaboration channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Channel Name: The name of the requested channel. - Channel Membership Type: The membership type assigned to users within the channel. - Team Membership Type: The membership type assigned to users within the team. - Channel Member List: The email addresses of the members included in the channel request, up to 20 per request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Teams in the fulfillment flow. To use this integration, configure your Microsoft Teams credentials are configured. To learn more about this third-party connector, see [Microsoft Teams Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_teams.htm&type=5&language=en_US). <!-- document id=1afff8a14162623458add8708666d654ed0677b6e9b34d1be23b47e5e954ac8d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_office_move.md --> # Request Office Move IT Support Deploy this template to provide employees with a standardized way of requesting for IT support during an office relocation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Move Date: The scheduled date for the office move. - Current Location: The current office location before the move. - New Location: The new office location after the move. - Items to Move: The details and inventory of the items to be moved. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=7dd8e083d4804fee4912f01dcec1a84a4bcf7f0c7b2827afbdb3835689981ad2 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fctls_offc_sppls.md --> # Request Office Supplies Deploy this template to provide employees with a standardized way to request for common office supplies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Delivery Location: The specific office location or department where the office supplies should be delivered. - Required Supplies and Quantity: A detailed list of the requested office items, including specific quantities (e.g., 10 notebooks, 20 blue pens). ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=1663e1478547feb7671838b2749983952d094a23daed4ccfa2dd883a9a249aa6 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_okta_pwd_rst.md --> # Request Okta Password Reset Deploy this template to provide employees with a standardized way to reset their Okta password. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes This template uses a simplified request process that identifies the user requiring a password reset. It doesn't collect additional intake details from the employee. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with the Okta identity management system in the fulfillment flow. To use this integration, configure your Okta credentials. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=a957a66ee8f32381ed5b50794bd72e3e8f0fc3e9a51aaa3dacd1e0d7e23b8efa url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_ownrshp_trnsfr.md --> # Request Ownership Transfer Deploy this template to provide employees with a standardized way to request an ownership transfer for folders and digital resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - New Owner Email Address: The email address of the user who will receive ownership of the folders. - Folder List: The list of folders identified for the ownership transfer. - Subject: The subject of the ownership transfer request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=f6c746f763d64d2effb30518529334a0e86c7dd4866d4e33b9d9d12a6619572c url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_pwd_mgr_pwd_updt.md --> # Request Password Manager Password Update Deploy this template to provide employees with a standardized way to request updates to credentials in a password manager. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Folder Name: The name of the folder that contains the password record. - Password Name: The name of the password record for the update. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=ba8907b48d8f28169a576dd1d8f3c9d33de4556caa022746c3048aa72caa984a url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_pwd_rst_clleague.md --> # Request Password Reset for Colleague Deploy this template to provide employees with a standardized way to request a password reset for a colleague. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Colleague Email Address: The registered email address of the colleague who requires a password reset. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, configure your Microsoft Entra ID credentials. To learn more about this third-party connector, see [Microsoft Entra ID Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=c624beb2d3c2032b4cc3dea23d4f2aff6ffaf2afae86554158ae5d15628a44f1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_onelogin_pwd_rst.md --> # Request Password Reset for OneLogin Deploy this template to provide employees with a standardized way to reset their OneLogin account password. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes This template doesn't collect any details through an intake form. The system identifies the requesting employee and processes the password reset for their own OneLogin account. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with OneLogin in the fulfillment flow. To use this integration, configure your OneLogin credentials. To learn more about this third-party connector, see [OneLogin Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_onelogin.htm&type=5&language=en_US). <!-- document id=1b2f7e49c678df071075485315c6403af9c27806112d4a1893f976a55fc45492 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_peripheral.md --> # Request Peripheral Device Deploy this template to provide employees with a standardized way to request for peripheral devices, such as keyboards, mice, adapters, or headsets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Hardware Type: The type of peripheral device needed, such as keyboard or mouse. - Business Justification: A brief business justification for the request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=f117eeb6150c5e153d21e2b54ce75a60be6df2cdebe078fa36ae8c51ccf0e8f9 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_plcy_excptn.md --> # Request Policy Exception Deploy this template to provide employees with a standardized way to request a policy exception. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Policy Exception: The details of the requested policy exception. - Business Justification: The business justification for requesting the exception. - Additional Information: Any additional information relevant to the request (optional). ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=a5ea2d0fea120e26eb3bb80be8d066108bd4c8cc7c66b450897fba15dc93c796 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_printr_instln.md --> # Request Printer Installation Deploy this template to provide employees with a standardized way to request a printer installation on an assigned device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Target Device: The company-assigned device where the employee wants to install the new printer, selected from a dynamically populated list of the employee's Okta-managed devices. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template uses a preconfigured integration with Okta in the fulfillment flow. To use this integration, ensure your Okta credentials are configured. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=3636f5a9c7c9b2d2b6edcdacc32108d0c96c99f626b06fbc78d19a7b4372e975 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_fclts_printr_sppls.md --> # Request Printer Supplies Deploy this template to provide employees with a standardized way to request for necessary printer supplies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Delivery Location: The specific office location or department where the printer supplies should be delivered. - Required Supplies and Quantity: A detailed list of the items needed, including specific quantities, such as paper reams or toner cartridges. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=8953f43d758a1978ec8b79fe59ce8ff36cc3ad63624d7076bb1f6cd015660d34 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_prjctr_spprt.md --> # Request Projector or Display Support Deploy this template to provide employees with a standardized way of requesting for projector or display setup or technical support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Event Date and Time: The scheduled date and time for the event. - Event Location: The specific location where the projector or display setup is required. - Support Details: A detailed description of the technical support required for the event. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=04cf1d4be1eca4148aeb12e1d7cfb0d0fc496c3e848047a845e683ec6aaffd6e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_hrdwre_rmt_dvce_wipe.md --> # Request Remote Device Wipe Deploy this template to provide employees with a standardized way to request a remote wipe of a lost or stolen device. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Target Device: The identifier of the device that requires a remote wipe. - Business Justification: A brief business justification for initiating the remote wipe. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=4ed96d3867bde964d756a86e29f47fe34dd72ad83fbf4dba671eb13b89f11efb url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_sf_pwd_rst.md --> # Request Salesforce Password Reset Deploy this template to provide employees with a standardized way to reset their Salesforce account password. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes This template uses a simplified request process that identifies the running user requiring a password reset. It doesn't collect additional intake details from the employee. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow triggers an Apex action that resets the requesting user's Salesforce password. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=5be38f79c4e2b0907f6c1d3a94bc1857cfe4c14a0c4fcdf1b1d05e6762415cde url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_sf_usr_accss.md --> # Request Salesforce User Access Deploy this template to provide employees with a standardized way to request Salesforce user access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Role: The Salesforce role required for the user. - License Type: The type of Salesforce license required for the user. - Business Justification: A brief business justification for the access request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=1507dec36a91fa8ab2c4adfaa63b5597ffeacd41b653ac55f10e45ee453e8c6d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_scty_plcy_excptn.md --> # Request Security Policy Exception Deploy this template to provide employees with a standardized way to request an exception to a security policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Exception Details: The specific details, scope, and duration of the requested security policy exception. - Business Justification: The business reason for the exception, provided to support the risk evaluation. - Additional Information: Any supplementary information relevant to the exception request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow triggers automated governance workflows to review the exception and log the final decision. ## Integration This template integrates with governance, risk, and compliance (GRC) systems to support automated exception tracking and review. <!-- document id=7eed34137026c36c433d722c1f594c0a9b93d74d4de4c6252baf08107bc720e8 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_srvr_dcmsn.md --> # Request Server Decommissioning Deploy this template to provide employees with a standardized way to request the decommissioning of a virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Resource Group Name: The name of the resource group that contains the virtual machine identified for decommissioning. - Virtual Machine Name: The name of the virtual machine for decommissioning. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow deletes the specified virtual machine through the Azure API. ## Integration This template uses a preconfigured integration with Microsoft Azure in the fulfillment flow. The integration calls the Azure API to delete the specified virtual machine. To use this integration, configure your Microsoft Azure credentials. To learn more about this third-party connector, see [Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=a382c16900d800a69a47cf8bb24cd47c23e7bbef8f4255d1f8e2392c1062a710 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_email_mgmt_shared_mailbox.md --> # Request Shared Mailbox Deploy this template to provide employees with a standardized way to request for new shared mailboxes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Mailbox Name: The name of the shared mailbox. - Shared Mailbox Email: The email address for the shared mailbox. - Member Email Addresses: The email addresses of members who will have access to the mailbox. - Business Justification: The business justification for creating the shared mailbox. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, ensure your Microsoft Entra ID credentials are configured. To learn more about this third-party connector, see [Microsoft Entra ID connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=91596e1738b68fb1f983e942dab275ce6d1b8813cd344998e8138587ee88a840 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_cllbrtn_sharepoint.md --> # Request SharePoint Site Access Deploy this template to provide employees with a standardized way to request for SharePoint site access. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Site Name: The name of the SharePoint site the employee is requesting access to. - Business Justification: The business justification for requesting access to the SharePoint site. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, ensure your Microsoft Entra ID credentials are configured. To learn more about this third-party connector, see [Microsoft Entra ID connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=67b261b4ed543baa4609acedeaf8331e0c56a2fcfd154a03f4b3da47c75fa5ea url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_site_dltn.md --> # Request Site Deletion Deploy this template to provide employees with a standardized way to request site deletion. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Site Name: The name of the site identified for deletion. - Business Justification: The business justification for the site deletion request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow routes the request for manager approval and, after approval, triggers an automated API call to delete the specified site. ## Integration This template uses a preconfigured integration with a connector system. The integration performs the automated site deletion during fulfillment. To use this integration, configure your connector credentials. <!-- document id=4ba1fc69b0a1d5a54b9c8d7c660cb4e8fd997781a4d3d9f16ed070865fdfd955 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_sftwr_lic_rmvl.md --> # Request Software License Removal Deploy this template to provide employees with a standardized way to request the removal of a software license. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software application identified for license removal. - User Email Address: The email address of the user whose software license is identified for removal. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow removes the software license assignment from the specified user. ## Integration This template uses a preconfigured Okta integration with a license management system in the fulfillment flow. To use this integration, configure your connector credentials. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=638dd3824ac5b000665e62eaba80218c5e8f418f3ba43733a220505dfb5234f9 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_sw_uninstlltn.md --> # Request Software Uninstallation Deploy this template to provide employees with a standardized way to request software uninstallation on assigned devices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Software Name: The name of the software application to be uninstalled from the company-assigned device. - Reason for Uninstallation: A brief explanation for the uninstallation request, such as a device upgrade, software replacement, or the application no longer being required. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=f910ea7a0306916699f27bd7c5d808cdcf48f5089ff7c900e1884241a2dbc713 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_static_ip_alloc.md --> # Request Static IP Allocation Deploy this template to provide employees with a standardized way to request a static IP address. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Network or VLAN: The network or VLAN designation for the allocation. - IP Address: The IP address to be allocated to the device. - Hostname: The hostname of the device. - MAC Address: The MAC address of the device. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The fulfillment flow routes the request for manager approval and, after approval, creates the fixed IP address in Infoblox. ## Integration This template uses a preconfigured integration with Infoblox. The integration retrieves network and VLAN lists during intake and creates the fixed address during fulfillment. To use this integration, configure your Infoblox credentials. To learn more about this third-party connector, see [Infoblox Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_infoblox.htm&type=5&language=en_US). <!-- document id=636cd7186b6efa8ba910d959b2a6d400f983cfebc9bddc3d50eae2749a70f06d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_splr_acct.md --> # Request Supplier Account Deploy this template to provide employees with a standardized way to request the onboarding of a new supplier. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Purchase Order Delivery Method: The method used to deliver the purchase order. - Purchase Order Change Delivery Method: The method used to deliver updates or changes to the purchase order. - Match Level: The level of matching required between the purchase order and related documents. - Supplier Name: The name of the supplier. - Primary Contact First Name: The first name of the primary contact associated with the supplier account. - Primary Contact Last Name: The last name of the primary contact associated with the supplier account. - Primary Email: The email address of the primary contact associated with the supplier account. - Taxation ID: The identifier used for the supplier's taxation purposes. - Street Address: The street address of the supplier. - City: The city of the supplier's address. - State: The state or province of the supplier's address. - Country: The country of the supplier's address. - Postal Code: The postal code of the supplier's address. - Business Justification: The reason provided for creating the supplier account. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=544c9911718bc67bc3be06b4d98dd1c8013e0427a3d8166d1d7b8356512076fd url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_rqst_sys_logs.md --> # Request System Logs Deploy this template to provide employees with a standardized way to request the retrieval of system logs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Workspace Name: The name of the workspace for which the system retrieves logs. - Log Fetch Query: The query used to fetch the required system logs. - Business Justification: A brief business justification for the log retrieval request. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=3092b6a94e427b3b011b333f614d36ca49fd2da770b4555f3893f054a998f80d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_accss_tkn.md --> # Request Terraform Access Token Deploy this template to provide employees with a standardized way to request a new Terraform access token. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Reported By: The name of the individual requesting the token. - Subject: A clear subject for the request. - Token Name: The specific name or identifier for the token required. - Business Justification: A business justification explaining the need for the access or integration. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow provisions a new access token in HashiCorp Terraform. ## Integration This template uses a preconfigured integration with HashiCorp Terraform in the fulfillment flow. The integration retrieves the account details and provisions a new access token during fulfillment. To use this integration, configure your HashiCorp Terraform credentials. To learn more about this third-party connector, see [HashiCorp Terraform Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_hashicorp_terraform.htm&type=5&language=en_US). <!-- document id=9922bed6c74f22393a0d87f2ab612cdda73808386c5f73d1b81b652c01c8099b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_terfrm_tkn_rotn.md --> # Request Terraform Token Rotation Deploy this template to provide employees with a standardized way to request the rotation of an existing token. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Token Name: The name or description of the security token selected for rotation. - Business Justification: A brief business justification for the rotation request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow deletes the existing token and provisions a new replacement token in HashiCorp Terraform. ## Integration This template uses a preconfigured integration with HashiCorp Terraform in the fulfillment flow. The integration retrieves the account's unique identifier during intake and deletes the existing token and provisions a replacement token during fulfillment. To use this integration, configure your HashiCorp Terraform credentials. To learn more about this third-party connector, see [HashiCorp Terraform Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_hashicorp_terraform.htm&type=5&language=en_US). <!-- document id=5ca2f8f1db1ea1f809141f2afade36b3aa0b37821c653d162c836a2c36fab907 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_allwlst_ip.md --> # Request to Allowlist IP or Website Deploy this template to provide employees with a standardized way to request IP address or website allowlisting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Allowlist Details: The specific IP addresses or website URLs that require allowlisting. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=be8d09bdc987ceaae5d3120583148567c6c66c928123f04df5eb9be97b16b172 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_usr_accss_mgmt.md --> # Request User Access Management Deploy this template to provide employees with a standardized way to request site membership and ownership changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Site Name: The name of the site or group for the access management request. - User Email Address: The email address of the user who requires access. - Permission Level: The specific level of access requested for the user, such as Owner or Member. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow updates the site group membership or ownership. ## Integration This template uses a preconfigured integration with Microsoft Entra in the fulfillment flow. To use this integration, configure your Microsoft Entra credentials. To learn more about this third-party connector, see [Microsoft Entra ID Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&language=en_US&type=5). <!-- document id=3ba455df1d811b84cb267e8f8d91ddf214e1bb7cc9fe61fa22df44631901a4ad url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_usr_rmvl_ad.md --> # Request User Removal from Active Directory Deploy this template to provide managers with a standardized way to request the removal of a direct report from Active Directory. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the manager: - User Email: The email address of the direct report for removal from Active Directory. - Business Justification: The business justification for the removal request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The flow routes the request for manager approval and, after approval, triggers an automated API call to remove the user from Active Directory. ## Integration This template uses a preconfigured integration with Active Directory or an identity management system. The integration retrieves the list of managed users during intake and performs the automated user removal during fulfillment. To use this integration, configure your system credentials. <!-- document id=cdf973f273bca6dd6215cc088c98e4a5bddf3d0d78c2802c51ac9f4a5c2fc9ba url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_vm_bkup_prvsn.md --> # Request Virtual Machine Backup Provisioning Deploy this template to provide employees with a standardized way to request the configuration of a virtual machine (VM) backup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Backup Plan Name: The name of the backup plan. - Schedule Expression: The schedule on which the backup runs. - Lifecycle: The retention duration for the backup, such as 30, 60, or 90 days. - Backup Selection Name: The name of the backup selection. - IAM Role ARN: The Amazon Resource Name (ARN) of the IAM role used for the backup. - Resources: The resources selected for the backup. - Backup Vault Name: The name of the backup vault that stores the backup. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=d49ae1070f720dc2626603252077edf4f846a14d421d877b056e75a5e6a9eb8d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_vm_rstrt_rebt.md --> # Request Virtual Machine Restart or Reboot Deploy this template to provide employees with a standardized way to request a restart or reboot of a virtual machine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Resource Group Name: The name of the resource group containing the virtual machine. - Virtual Machine Name: The name of the virtual machine that requires a restart or reboot. - Restart Reason: The justification or reason for the virtual machine restart or reboot. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow restarts the specified virtual machine. ## Integration This template uses a preconfigured integration with Microsoft Azure in the fulfillment flow. To use this integration, configure your Microsoft Azure credentials. To learn more about this third-party connector, see [Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=03ef6f475080453271f553ac94d48e5078658c44bb7a37ab9688c194c49615cd url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_vm_upgrd.md --> # Request Virtual Machine Upgrade Deploy this template to provide employees with a standardized way to request an upgrade to a virtual machine size. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Resource Group Name: The name of the resource group associated with the virtual machine. - Virtual Machine Name: The name of the virtual machine for the upgrade request. - Target VM Size: The desired compute size for the virtual machine upgrade. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After manager approval, the flow upgrades the virtual machine size. ## Integration This template uses a preconfigured integration with Azure connector in the fulfillment flow. To use this integration, configure your connector credentials. To learn more about this third-party connector, see [Azure Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_azure.htm&type=5&language=en_US). <!-- document id=7efaffc8894ca682e5003541ca0b22c967ed1457e6466898ee21870b13e5910b url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_ntwrk_visitor_pass.md --> # Request Visitor Pass Deploy this template to provide employees with a standardized way to request a visitor pass. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Visitor Name: The full name of the visitor. - Visitor Email Address: The email address of the visitor. - Arrival Date and Time: The date and time of the scheduled arrival. - Service Location: The building location for the visitor pass request. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with a visitor management or facility access system. The integration performs the automated visitor registration during fulfillment. To use this integration, configure your visitor management system credentials. <!-- document id=759c12c834e994ffa8a4daa2fbc32e0fc7123896b8066e7d2c8fa99549f9c3a1 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_vpn.md --> # Request VPN Access Deploy this template to provide employees with a standardized way to request access to corportate VPN. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Assigned Device: The company-assigned hardware, such as a laptop or phone, for which the employee is requesting VPN access. - Business Justification: A brief explanation of why VPN access is necessary for the employee’s role, such as remote work requirements or access to secure internal resources. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=dab8bad446e8b567a4252f0ca41f82990ee3ac0d790d855f3fc720e0ff2e01b6 url=/admin/current/en-us/service/264-0-0/hr_svc_req_wrkplc_accom_tool.md --> # Request Workplace Accommodation Action Employees use this action to request workplace accommodations (for example, ergonomic furniture or specialized equipment) through the HR service agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d129515e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d129515e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129515e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d129515e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">WorkplaceAccommodation</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Workplace Accommodation</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Employee ID, Accommodation Description, Accommodation Type, Preferred Contact Method, Accommodation Duration, Service Definition ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Case Number, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “I need a workplace accommodation request.” - “Request an ergonomic chair as a temporary accommodation.” - “Submit an accommodation request for specialized equipment.” <!-- document id=706fb8d609ab28c2a83dc7c424901260fd593888a39b67b46532924d8cabd5f6 url=/admin/current/en-us/service/264-0-0/cti_admin_definexmlccreq.md --> # Required Call Center Elements and Attributes There must be one `<section>` that includes `<item>` elements in every call center definition file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). | `<item>` Name | Description | | --- | --- | | reqInternalName | Represents the unique identifier for the call center in the database. It must have a `sortOrder` value of `0`, and its value must be specified in the call center definition (see [Specifying Values for `<item>` Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName <item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.")). A value for `reqInternalName` must be composed of no more than 40 alphanumeric characters with no white space or other punctuation. It must start with an alphabetic character and must be unique from the `reqInternalName` of all other call centers defined in your organization. | | reqDisplayName | Represents the name of the call center as displayed in Salesforce. It must have a `sortOrder` value of `1`. A value for `reqDisplayName` has a maximum length of 1,000 UTF-8 characters. | | reqDescription | Represents a description of the call center. A value for `reqDescription` has a maximum length of 1,000 UTF-8 characters. | You can add additional `<item>` elements to this section if needed. #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Create a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one <section> that includes <item> elements in every call center definition file.") - [Specifying Values for <item> Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName <item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.") - [Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5 "A XML code example of a call center definition file.") <!-- document id=c60659f00c19c0754c3f90e171572fc696d989f401918af8e2cfdd257a05606b url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_considerations.md --> # Requirements and Considerations Use the information in this section to ensure that your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Service AI Adoption and Analytics Dashboard Requirements To view data in the Service AI Adoption and Analytics dashboard, make sure that the features associated with the dashboard are configured and populated with data. To enable Agentforce agents, follow the instructions in [Set Up A Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US). ## Limitations and Considerations - Only admins can install the Service AI Adoption and Analytics app. - In companion orgs, install Service AI Adoption and Analytics only in the default data space. ## Service Data Kit The Service data kit may have updates each release, so always check to make sure that your org has the latest version installed. The Service data kit installs the Service data bundle. The Service bundle includes data streams that create DMOs and mappings for data on cases, support reps, surveys, and so on. View the data streams, data lake objects, data model objects, and batch transforms in Data 360. Open Data 360 and use the Data Streams and Data Model Objects tabs to view the data mappings, relationships, and data field specifics. <!-- document id=7f4dfac1a60c75dc4c5862ff9267470236ceed1fe589ad0765f216f10c2a82d2 url=/admin/current/en-us/service/264-0-0/cti_migrate_flow_reqs.md --> # Requirements for Building Salesforce Voice Omni-Channel Flows Review the skills required to migrate from Open CTI to a supported voice solution from Salesforce, and determine whether you need a level 1 admin, level 2 admin, or developer. Most of the Omni-Channel flow work involved in a migration can be completed by a Salesforce admin with Flow Builder experience. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:14.285714285714285%"> <col style="width:28.57142857142857%"> <col style="width:28.57142857142857%"> <col style="width:28.57142857142857%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e45">Skill Profile</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e48">Requirements</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e51">Required If You Want Your Flow To</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e54">Training</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 "> <p><strong>Level 1: Salesforce Admin</strong> </p> <p style="margin-bottom:0;">Covers 80% of the Omni flow work in a migration.</p> </td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 "> <p>Familiar with:</p> <ul> <li>Flow Builder</li> <li>SOQL filter syntax in Get Records elements</li> <li>Resource types: Variables, constants, formulas, and collections</li> <li>Decision elements with multiple outcomes</li> <li>Loop and Assignment elements for collection processing</li> <li>Standard Service objects such as VoiceCall and MessagingSession</li> <li>Omni-Channel concepts such as service channels</li> </ul> </td> <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 "> <ul> <li>Look up a Contact/Account/Case by phone number</li> <li>Make a decision based on field values</li> <li>Screen pop a record or open a new record</li> <li>Route to a specific queue or skill set</li> <li>Create a Task with mapped fields</li> <li>Update a related record</li> </ul> </td> <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 "> <p>Recommended certifications:</p> <ul> <li>Salesforce Certified Administrator</li> <li>Salesforce Certified Service Cloud Consultant</li> <li>Salesforce Certified Platform App Builder</li> </ul> <p style="margin-bottom:0;">Tip: Complete the <a href="https://trailhead.salesforce.com/content/learn/trails/build-flows-with-flow-builder" target="_blank">Build Flows with Flow Builder</a> trail in Trailhead.</p> </td> </tr> <tr class=""> <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 "> <p><strong>Level 2: Senior Salesforce Admin/Junior Developer</strong> </p> <p style="margin-bottom:0;">Covers 15% of the Omni flow work in a migration.</p> </td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 "> <p>Familiar with:</p> <ul> <li>Level 1 concepts</li> <li>Reading Apex: Understand the signatures of Apex actions that you invoke</li> <li>Flow debug logs</li> <li>Test coverage requirements for Apex actions</li> <li>Platform events and Change Data Capture concepts</li> <li>Light JSON manipulation in formulas</li> </ul> </td> <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 "> <ul> <li>Call a pre-existing Apex utility</li> <li>Read a JSON blob in AdditionalFields</li> <li>Publish a Platform Event from the flow</li> <li>Use an existing sub-flow</li> </ul> </td> <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 "> <p>Recommended certifications:</p> <ul> <li>Level 1 recommended certifications</li> <li>Salesforce Certified Advanced Administrator</li> <li>Salesforce Certified Sharing & Visibility Architect</li> </ul> </td> </tr> <tr class=""> <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 "> <p><strong>Level 3: Salesforce Developer</strong> </p> <p style="margin-bottom:0;">Covers 5% of the Omni flow work in a migration.</p> </td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 "> <p>Familiar with:</p> <ul> <li>Apex classes, triggers, batch, and queues</li> <li>LWC for Voice extensions</li> <li>Tooling and Metadata APIs</li> <li>Salesforce DX, scratch orgs, SF CLI</li> <li>Deployment and CI/CD: Copado, Gearset, or similar</li> <li><code>lightning__ServiceCloudVoiceToolkitApi</code> capability</li> </ul> </td> <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 "> <ul> <li>Write new Apex</li> <li>Make HTTP callouts to your telephony backend or third-party CRM</li> <li>Build a Voice Extension LWC for custom UI</li> <li>Implement custom recursion or advanced calculations Flow can't express</li> </ul> </td> <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 "> <p>Recommended certifications:</p> <ul> <li>Salesforce Certified Platform Developer I</li> <li>Salesforce Certified Platform Developer II</li> <li>Salesforce Certified Application Architect or System Architect</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If an admin has only built basic process automation in Flow Builder, they may find it challenging to work with Omni-Channel routing flows and record-triggered flows on system objects. Allow several weeks of learning time for admins to familiarize themselves with these tools and concepts. <!-- document id=79d13a18a6b5a10eb2497d78fc65738f77dc1153866b0267a082c9016f084dc5 url=/admin/current/en-us/service/264-0-0/pfs_rescheduling.md --> # Reschedule Service Appointments in Field Service Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d162361e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e72 ">To reschedule an appointment: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e72 "> <p>One of these custom permission sets:</p> <ul> <li>Field Service Admin Permissions</li> <li>Field Service Call Center Rep Permissions</li> <li>Field Service Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can reschedule a service appointment manually. - Drag it to a free time slot on the Gantt. - Select arrival windows by using Book Appointment. - Select appointment scheduling options, organized by service resource by using Get Candidates. You can let Field Service reschedule appointments for you. - Move appointments around while prioritizing higher-priority appointments by using Reshuffle. - Click **Reschedule** in the appointment list mini view. Appointments are rescheduled according to the selected scheduling policy. - Reschedule multiple appointments (Schedule on Mass) in the appointment list by clicking Schedule. Appointments are rescheduled in order of priority. Use Cases Review which scheduling feature to use for each use case. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d162361e156">I WANT TO…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d162361e158">WHAT STEPS DO I TAKE?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d162361e160">AVAILABLE FROM</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d162361e162">PERSONA</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">Choose a new arrival window for a service appointment and I don’t mind which resource is assigned.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Book appointment</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Record feed</p> <p> </p> <p style="margin-bottom:0;">API</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 ">Call Center Rep</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">Review all the scheduling options and choose the service resource to assign without changing any existing arrival windows. </td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US" target="_blank">Get Candidates</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Record feed</p> <p>Dispatcher </p> <p style="margin-bottom:0;">Console API</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 "> <p>Call Center Rep</p> <p style="margin-bottom:0;">Dispatcher</p> </td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">Fit an appointment into a full schedule, while making minimal schedule changes.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_reshuffling.htm&type=5&language=en_US" target="_blank">Reshuffle</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Dispatcher</p> <p>Console</p> <p style="margin-bottom:0;">API</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 ">Dispatcher</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">I need to quickly find another time or service resource for my appointment and I don’t need to choose the window or resource.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">Reschedule</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Dispatcher</p> <p style="margin-bottom:0;">Console</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 ">Dispatcher</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">I have many service appointments that I want to schedule simultaneously, and I don’t mind which time or resource that is selected. </td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">Schedule on Mass</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Dispatcher</p> <p style="margin-bottom:0;">Console</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 ">Dispatcher</td> </tr> <tr class=""> <td data-label="I WANT TO…" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e156 ">I want to manually reschedule a scheduled appointment to a specific resource and time.</td> <td data-label="WHAT STEPS DO I TAKE?" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e158 "><a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&type=5&language=en_US" target="_blank">Drag</a></td> <td data-label="AVAILABLE FROM" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e160 "> <p>Dispatcher</p> <p style="margin-bottom:0;">Console</p> </td> <td data-label="PERSONA" class="slds-cell-wrap" style="vertical-align:top;" headers="d162361e162 ">Dispatcher</td> </tr> </tbody> </table> #### See Also - [Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&release=264.0.0&type=5 "You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status.") - [Optimize a Single Field Service Resource’s Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_resource_optimization_user.htm&type=5&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US) - [What’s Available in ES&O](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&type=5&language=en_US) <!-- document id=e6c0ebb48e043825ae3c6cb73aa9765348d95ad523fe7a28293e8aad4d7f33a0 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_cnfrnce_room.md --> # Reserve Conference Room Deploy this template to provide employees with a standardized way to request conference room reservations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Conference Room Name and Number: The specific name and number of the conference room the user wishes to book. - Floor Number: The specific floor within the building where the conference room is located. - Building Name: The name of the building where the conference room is situated. - City: The city location of the office where the reservation is being made. - Country: The country where the office and conference room are located. - Number of Members: The total number of attendees expected to be present in the room for the meeting or event. - Reason for Meeting: A brief explanation of the purpose of the reservation to ensure appropriate room allocation. - Reservation Start Date and Time: The specific date and time when the conference room booking is scheduled to begin. - Reservation End Date and Time: The specific date and time when the conference room booking is scheduled to conclude. ## Manual Fulfillment This service process routes the request for manual fulfillment to the IT team. You can build a flow in Flow Builder to include custom logic, such as manager approvals or automated fulfillment. ## Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Use Flow Builder to create custom flows with connectors that define how the request is captured and fulfilled. <!-- document id=85d71deb5e1373cc64571724105be62fdf12651abe5aee892c6e5eb272bb39b9 url=/admin/current/en-us/service/264-0-0/pfs_designated_work.md --> # Reserve Time Slots for Designated Types of Work Create specific time slots in Field Service dedicated to service appointments that meet your criteria. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Service resources can perform any type of work during their available working hours according to the defined work rules in your scheduling policy. You can reserve certain time slots within those available working hours and designate them for specific types of work. For example, you can designate a time slot on an operating hours or shift record to support only service appointments whose **Emergency** field is selected. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Defining designated work on operating hours that represent your customer’s visiting hours isn’t supported. See [Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&language=en_US). ## Set Up Designated Work for Time Slots With Enhanced Scheduling and Optimization Create specific time slots in Field Service dedicated to service appointments that meet your criteria when using Enhanced Scheduling and Optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d151605e126">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151605e126 ">To view, create, and update recordset filter criteria:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d151605e126 "> <p>View, create, and edit on Service Appointments, Time Slots, Operating Hours, Recordset Filter Criteria, and Recordset Filter Criteria Rules</p> <p>AND</p> <p style="margin-bottom:0;">Delete on Recordset Filter Criteria Rules</p> </td> </tr> </tbody> </table> 1. Add the TimeSlot Designated Work work rule to one or more scheduling policies. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This rule can be applied only if the scheduling policy includes either the Working Territories work rule or the Match Territory work rule. When the policy is in use, the scheduling optimizer respects your designated time slot preferences during scheduling. 1. Click the Scheduling Policies tab and select a policy. 2. In the Scheduling Policy Work Rules related list, click **New**. 3. In the Work Rule field, select **New Work Rule**. 4. Select **Field Service - TimeSlot Designated Work** and click **Next**. 5. Add a name and description. 6. Save your changes. 2. Add recordset filter criteria columns to the lookup window. 1. From the object management settings for recordset filter criteria, go to Search Layouts and click **Edit** on the System Administrator profile. 2. Add Source Object, Filtered Object, and Active to the search layout. 3. Click **Save**. 3. Create a recordset filter criteria for designated work. 1. In the App Launcher, click **Recordset Filter Criteria**. 2. In the Recordset Filter Criteria list view, click **New**. ![New RFC Window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_time_slots_new_rfc.png) 3. Enter a name and description for the criteria. 4. In the Source Object field, select **Time Slot**. 5. In the Filtered Object field, select **Service Appointment**. 6. Select **Active**. 7. In the Conditions section, select the relevant condition for when the recordset filter criteria is valid. 8. To add filter conditions, select the Criteria Field, the Operator, and the field Value to match on. The Value input changes depending on the field you select. For example, picklist fields show the list of available choices. Add another condition if you need to. 9. Save the recordset filter criteria. 4. Designate a time slot for service appointments of a specified type. 1. In the App Launcher, click **Operating Hours**. 2. In the Operating Hours list view, select an operating hours record. 3. From the Details tab, in the calendar editor, right-click a time slot and select **Enhanced Designated Work**. ![Enhanced Designated Work Option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_time_slots_enhanced_designated_work_selection.png) 4. From the lookup window, select a recordset filter criteria. ![Enhanced Designated Work Option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_time_slots_rfc_lookup_window.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Select an active recordset filter criteria with the source object Time Slot and filtered object Service Appointment. 5. Click **Save**. 6. From the calendar editor, you can change a designation by selecting a different recordset filter criteria from the lookup window. 7. You can delete a designation only from the Related tab. In the time slots related list, click **Edit** on the action menu of the relevant time slot. Then clear your selection from the Recordset Filter Criteria field and click **Save**. If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time slot. ## Set Up Designated Work for Time Slots Without Enhanced Scheduling and Optimization Create specific time slots in Field Service dedicated to service appointments that meet your criteria when not using Enhanced Scheduling and Optimization. 1. Decide which service appointment fields can be used to reserve time slots. 1. From the Object Manager, find the Service Appointment object and click **Field Sets**. 2. Open the Designated Work Fields field set. 3. Drag any checkbox field into the field set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can customize a field by adding it to the service appointment object. 2. Add the TimeSlot Designated Work work rule to one or more scheduling policies. When the policy is in use, the scheduling optimizer respects your designated time slot preferences during scheduling. 1. Click the Scheduling Policies tab and select a policy. 2. In the Scheduling Policy Work Rules related list, click **New**. 3. In the Work Rule field, select **New Work Rule**. 4. Select **Field Service - TimeSlot Designated Work** and click **Next**. 5. Add a name and description. 6. Save your changes. 3. Reserve a time slot for service appointments of a specified type. 1. From the operating hours tab, select an operating hours record. 2. From the detail view, right-click a time slot. 3. Hover over **Designate Work** and select a checkbox. ![Time Slots editor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_time_slots_editor.png) If an appointment doesn’t meet the criteria of your designated time slot, the scheduling optimizer won’t schedule it within the time slot. #### See Also - [Work Rule Type: TimeSlot Designated Work](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_designated_work.htm&release=264.0.0&type=5 "The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift is reserved for a specific type of work, only appointments of that type are scheduled during that time period.") - [Create Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&release=264.0.0&type=5 "Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work.") - [Guidelines for Recordset Filter Criteria](https://help.salesforce.com/s/articleView?id=service.fs_rfc_considerations.htm&release=264.0.0&type=5 "Field Service filter criteria let you match records in one object against records in another. For example, you can choose criteria to filter which service appointments can be scheduled during a shift.") <!-- document id=100955b8f5746289e68d9a14c199bc6dd280f3f9a13eb66477c8fe676c277faa url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_iam_reset_pwd.md --> # Reset Account Password Deploy this template to provide employees with a standardized way to make self-service account password reset requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template does not capture any details from the employee. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Microsoft Entra ID in the fulfillment flow. To use this integration, ensure your Microsoft Entra ID credentials are configured. To learn more about this third-party connector, see [Microsoft Entra ID connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_microsoft_entra_id.htm&type=5&language=en_US). <!-- document id=0942cf935fe4cf19ddb71d2c21638c0c3c9736e2296738fdbe4b433b6232328e url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_app_sftwre_reset_mfa.md --> # Reset Multi-Factor Authentication (MFA) Deploy this template to provide employees with a standardized way to request for Multi-Factor Authentication (MFA) reset in case of lost or compromised credentials. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Reason for Reset: A brief explanation for the MFA reset request, such as a lost or damaged device, a new device setup, or issues with the authentication app. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Okta in the fulfillment flow. To use this integration, ensure your Okta credentials are configured. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=6d3a22b843ae7f3b9763e021afb2e9fbb19ed07f44484cde0430bb4045176a91 url=/admin/current/en-us/service/264-0-0/resetting_user_passwords.md --> # Resetting Self-Service User Passwords If a Self-Service user loses his or her password, you can email a new password to them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d15189e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15189e54 ">To manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15189e54 ">Edit Self-Service Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15189e54 ">To mass manage Self-Service users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15189e54 "> <p>Manage Self-Service Portal</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Edit Self-Service Users</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Select the users whose passwords you want to reset. 3. Click **Reset Password(s)**. 4. Click **OK**. #### See Also - [Manage Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5 "Manage your Self-Service user information from a single place and make changes to more than one user at a time.") <!-- document id=13b48b5194a610f15bed062949167ba7dfb243c48e63f40ddae547331608a012 url=/admin/current/en-us/service/264-0-0/pfs_reshuffling.md --> # Reshuffle Service Appointments in Field Service Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48223e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48223e70 ">To reschedule an appointment: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48223e70 "> <p>One of these custom permission sets:</p> <ul> <li>Field Service Admin Permissions</li> <li>Field Service Call Center Rep Permissions</li> <li>Field Service Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Use Reshuffle to schedule or reschedule critical appointments even when the Gantt seems to be full. Appointments can move to another day or to another resource. Higher priority appointments take priority over lower priority appointments. In addition, if **Schedule over lower priority appointment** is selected for an appointment, a higher priority appointment can be scheduled on top of a lower priority appointment, creating an overlap. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - When Enhanced Scheduling and Optimization is enabled, and reshuffling is defined, the reshuffling is done automatically when [scheduling from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5 "You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt.") or [booking an appointment from the record feed](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5 "In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record."). - A service resource’s appointments are reshuffled to another day or to another resource only if there's no availability to schedule with sliding. 1. To open the Classic Dispatch Console, from the App Launcher, find and open the **Field Service** app, and then click **Field Service**. 2. Find the appointment in the appointment list (or on the Gantt, if it’s already scheduled). 3. Right-click the appointment and select **Reshuffle**. This action can reschedule lower priority appointments and reschedule higher priority appointments (though not past their due date) and can cause overlaps in the schedule. #### See Also - [Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.") - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.") - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5 "Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.") - [Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&release=264.0.0&type=5 "You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status.") <!-- document id=d2a6f3c97dc1bf789a137c2484e2a1a99007ba9a1fef099509f4a31b2418a50f url=/admin/current/en-us/service/264-0-0/console2_resizing_lists.md --> # Resize and Minimize Pinned Lists in a Salesforce Console in Salesforce Classic If an administrator has turned on pinned lists and chosen where they display on screen, you can resize and minimize the lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> - To resize a pinned list, click the right or bottom margin of the list and drag it to the size you want. - To minimize a pinned list, click the arrow on the right or bottom margin. - To display the list again, click the arrow once more. If you haven't yet selected a record from a list, the list automatically displays full screen. #### See Also - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=135c52bdf018076625a370305c2299e7bc60c1845967eca23f67edfc1400816e url=/admin/current/en-us/service/264-0-0/incident_mgmt_resolve_incident.md --> # Resolve an Incident After your incident management team diagnoses the problem and finds a solution, they can use change requests to let service teams facilitate the necessary steps and ensure that the problem or incident doesn’t reoccur. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create a Change Request](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_change_request.htm&release=264.0.0&type=5)** To roll out a solution to a problem and resolve an incident, create a change request. - **[Roll Out a Fix with Work Plans](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_roll_out_fix.htm&release=264.0.0&type=5)** Use a work plan and its work steps to outline a series of steps required to submit a change request and resolve an incident. <!-- document id=8d20f54a9e0c24a798856caa5d4cb378c0ff90d4fd245d5ff29a7d6c75adaa97 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_resolve_sync_errs.md --> # Resolve Asset and Configuration Item Sync Errors Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47801e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">To resolve sync logs</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">Configuration Management Item Sync Log: Read, Edit</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">To edit assets or CIs</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47801e72 ">Asset: Read, Edit; Configuration Item: Read, Edit</td> </tr> </tbody> </table> Before you begin: - Turn on **Asset and CI Ongoing Sync** in your org. - Verify that you have access to the **CMDB and Service Graph** app. Bidirectional synchronization automatically detects errors when a single CI matches multiple asset records or when mandatory fields are missing. The system uses a non-blocking approach so that one failed record doesn't stop the rest of the batch. 1. From the App Launcher, find and select **Configuration Management Item Sync Logs**. 2. Find records with a **Failed** status. 3. Review the **Log Description** to identify the cause of the failure. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you don't see the description, click **List View Controls**, select **Select Fields to Display**, and add **Log Description** to the visible fields. 4. Resolve the underlying data issue in the asset or configuration item record. 5. In the **Configuration Management Item Sync Logs**, click **Refresh**. The system re-processes only the impacted records to limit performance strain. If successful, the records link and the log status changes to **Success**. If you don't manually trigger a retry, the system automatically attempts a fresh match during the next scheduled synchronization cycle after you correct the data. #### See Also - [Asset and Configuration Item Synchronization](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_ci_sync.htm&release=264.0.0&type=5 "Keep IT hardware asset and configuration item (CI) records aligned so your IT reps work with accurate inventory data. Map fields and designate a source of truth for each one. Built-in loop prevention stops repeating updates, and the sync log helps you troubleshoot errors.") - [Asset Status Mapping](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_status_mapping.htm&release=264.0.0&type=5 "Gain granular visibility into hardware inventory with status-driven quantity tracking. Map dynamic asset statuses to specific product item quantity fields. Inventory counts automatically reflect real-world lifecycle changes. This tracking isolates standard from high-priority inventory allocations. It prevents double-booking devices across locations and automates compliance audits.") - [Coordinate IT Assets and Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_cmdb_sync.htm&release=264.0.0&type=5 "Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments.") - [Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5 "Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery.") <!-- document id=5da99a6423f552c4e987163a9dd36402f9bf13b3c63ca01704cc0dd5adf1bece url=/admin/current/en-us/service/264-0-0/voice_resolve_common_status_conflicts.md --> # Resolve Common Status Conflicts To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc\_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc\_pending. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d160466e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Call Centers</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">Customize Application AND Manage Call Centers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160466e72 ">Contact Center admin</td> </tr> </tbody> </table> 1. Configure Amazon Connect to recognize sfdc\_pending as an allowed rep status, either manually through Amazon Connect or by updating the Contact Center to Version 15 or later. Updating a Contact Center is done as follows. 1. From Setup, in the Quick Find box, enter Contact Center, and then select **Amazon Contact Centers**. 2. Select the contact center you want to modify. 3. Click **Install Updates**. When the installation is finished, you receive a notification email, indicating that the Contact Center is updated and sfdc\_pending is an allowed rep status. 2. Enable Omni-Channel to set the Amazon Connect status to sfdc\_pending when Omni-Channel is processing an agent work record. 1. From Setup, in the Quick Find box, enter Contact Center, and then select **Amazon Contact Centers**. 2. Select the contact center you want to resolve common status conflicts for. 3. Click **Amazon Connect sfdc\_pending Status** and then **Save**. <!-- document id=8d1ff28d5cf93e682a39e3abddee12cc9a7910140f9b5c2272a1a46436184d6e url=/admin/current/en-us/service/264-0-0/incident_mgmt.md --> # Resolve Interruptions with Customer Service Incident Management With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release. ![Customer Service Incident Management banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_main_banner_2.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Get Up and Running</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_usk_yk1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_usk_yk1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Introduction</strong> </p> <p> <a name="incident_mgmt__image_ccz_wl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_ccz_wl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_what_is_this.htm&release=264.0.0&type=5" title="In today’s digital world, service disruptions are inevitable. Web outages occur. Code changes or corrupt data bring down servers. Severe weather causes power outages or delivery delays. When service incidents like these happen to your business, you want to analyze the cause, streamline service operations, and minimize downtime. You can take those steps with Customer Service Incident Management from Agentforce Service (formerly Service Cloud).">What’s Customer Service Incident Management?</a> </p> <p class="doc_video"> <a name="incident_mgmt__image_vzw_bm1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_vzw_bm1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span> <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/aRAWuFYE62YaqMh5zs3DJh" target="_blank"> <span class="doc_video_title">Why Use Customer Service Incident Management?</span> </a> </p> <p> <a name="incident_mgmt__image_ryb_bm1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_ryb_bm1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span> <a href="https://trailhead.salesforce.com/en/content/learn/modules/customer-service-incident-management-quick-look" target="_blank">Customer Service Incident Management: Quick Look</a> </p> <p> <a name="incident_mgmt__image_qqt_xl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_qqt_xl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_case_vs_incident.htm&release=264.0.0&type=5" title="Learn how cases and incidents help your service teams resolve customer issues of different scale.">Cases and Incidents</a> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_epw_xl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_epw_xl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_example.htm&release=264.0.0&type=5" title="An incident manager at Take-Out notices a spike in customer cases coming from multiple channels, including email, chat, messaging, and phone, about errors with a new marketing discount code.">Incident Lifecycle Example: A Day in the Life of an Incident Team</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_d12_1l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_d12_1l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span> </p> <p> <strong>Get Started</strong> </p> <p> <a name="incident_mgmt__image_m1b_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_m1b_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_incident_management.htm&release=264.0.0&type=5" title="Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce.">Enable Customer Service Incident Management</a> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_blc_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_blc_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_access.htm&release=264.0.0&type=5" title="To give your users access to Customer Service Incident Management features, assign user profiles access to incidents, problems, and changes requests.">Give Users Access to Customer Service Incident Management</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_osd_cl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_osd_cl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span> </p> <p> <strong>Route Incidents to the Right Support Reps</strong> </p> <p> <a name="incident_mgmt__image_vf3_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_vf3_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_incident_channel.htm&release=264.0.0&type=5" title="Route incidents to support reps via Omni-Channel.">Create an Incident Channel</a> </p> <p> <a name="incident_mgmt__image_mlj_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_mlj_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_presence_status.htm&release=264.0.0&type=5" title="Let support reps assigned to the Incident channel mark themselves as available to resolve incidents.">Set Up an Incident Presence Status</a> </p> <p> <a name="incident_mgmt__image_xll_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_xll_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_queue.htm&release=264.0.0&type=5" title="Automatically route incidents to a specific queue.">Create an Incident Queue</a> </p> <p> <a name="incident_mgmt__image_irm_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_irm_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_skill.htm&release=264.0.0&type=5" title="Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.">Create an Incident Skill for Skill-Based Routing</a> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_rc4_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_rc4_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_routing.htm&release=264.0.0&type=5" title="Route support reps to an incident.">Set Up Routing Configuration for Incidents</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_hq2_dl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_hq2_dl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span> </p> <p> <strong>Deliver on Service Level Agreements</strong> </p> <p> <a name="incident_mgmt__image_hwy_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_hwy_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_set_up_entitlement_process.htm&release=264.0.0&type=5" title="Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident.">Set Up an Entitlement Process for Incidents</a> </p> <p> <a name="incident_mgmt__image_l21_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_l21_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_entitlements_page_layout.htm&release=264.0.0&type=5" title="Add entitlements fields to your Incident page layouts.">Add Entitlements to Your Page Layouts</a> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_wsb_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_wsb_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_milestones.htm&release=264.0.0&type=5" title="See your time-dependent steps from the incident, such as first response or incident resolution times.">Add the Milestones Component to the Incident Page Layout</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_dn3_2l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_dn3_2l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="Book"></span> </p> <p> <strong>Roll Out a Fix with Work Plans</strong> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_zm5_yl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_zm5_yl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_work_plan_template.htm&release=264.0.0&type=5" title="Simplify work plans for your incident management reps with work plan templates.">Create a Work Plan Template</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Optimize Your Incident Management Process</strong></em></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_anf_fl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_anf_fl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>Automate Your Workflows</strong> </p> <p> <a name="incident_mgmt__image_jl4_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jl4_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sample_flows.htm&release=264.0.0&type=5" title="Customer Service Incident Management provides a series of sample flows that you can customize and activate to streamline your incident resolution process.">Customer Service Incident Management Sample Flows</a> </p> <p class="doc_video"> <a name="incident_mgmt__image_efq_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_efq_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_flow_considerations.htm&release=264.0.0&type=5" title="As you use Customer Service Incident Management sample flows, keep in mind these considerations.">Considerations for Customer Service Incident Management Flows</a> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_aqr_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_aqr_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_flows.htm&release=264.0.0&type=5" title="To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request & Related Issues, complete the setup.">Set Up Customer Service Incident Management Flows</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_jr1_hl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jr1_hl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span> </p> <p> <strong>Send Timely Customer Communications</strong> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_bjt_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_bjt_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_comms.htm&release=264.0.0&type=5" title="When an incident occurs and teams collaborate to resolve it, share updates with customers at scale with broadcast communications.">Share Incident Updates with Broadcast Communications</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_iwk_gl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_iwk_gl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Connect"></span> </p> <p> <strong>Leverage Integrations</strong> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_n2z_zl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_n2z_zl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_integrations.htm&release=264.0.0&type=5" title="Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers.">Set Up Customer Service Incident Management Integrations</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_blr_hl1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_blr_hl1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Support Rep"></span> </p> <p> <strong>Break Down Silos</strong> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_uzj_1m1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_uzj_1m1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_swarm.htm&release=264.0.0&type=5" title="To quickly resolve a show-stopping incident, start a swarm in Slack and collaborate with subject matter experts. Support reps can swarm on an incident to keep the team up to date and share updates. DevOps teams can swarm on a problem to assemble the best team to find the root cause. Support reps and DevOps teams can swarm on a change request to align on a solution.">Swarm on an Incident, Problem, or Change Request</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="incident_mgmt__image_h41_3l1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_h41_3l1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="Book"></span> </p> <p> <strong>Learn and Take Future Action</strong> </p> <p style="margin-bottom:0;"> <a name="incident_mgmt__image_jgg_1m1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="incident_mgmt__image_jgg_1m1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="help documentation"></span> <a href="https://help.salesforce.com/s/articleView?id=service.incident_mgmt_reporting.htm&release=264.0.0&type=5" title="See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users.">Report On Customer Service Incident Management</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> <!-- document id=0321702f892a3783bf18f837c17e7a6a1d55e4bbcacedb6b44c7fbec8638a41d url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_resolve_issues_example.md --> # Resolve IT Issues with Slack With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> When an employee encounters an IT issue, such as a request for new hardware or a critical system failure, they don’t need to navigate complicated portals or fill out multiple forms. Instead, they simply start a conversation in Slack, where Agentforce provides an intelligent, seamless experience. For example, Julia, an employee is facing issues with her VPN. She types in her query to start a conversation with the employee agent in her Slack app. Agentforce looks up through the relevant knowledge articles and provides the troubleshooting steps. ![request knowledge in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_knwldg.png) The troubleshooting steps don't help Julia so she directly asks Agentforce to create an incident. ![create incident in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_create_incident.png) The employee agent goes ahead and creates the incident. Julia receives a notification that an incident has been created and can view key information related to the incident. Based on the conversation so far, the AI agent has already updated key information in the Incident. ![notifications in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_ntfctns_slack.png) Ram, an incident fulfiller can look at the list of incidents created by the employees within the Slack app. ![fulfiller list in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_view_tickets.png) He looks at the new incident created by Julia, and goes ahead and assigns the incident to himself. He updates the incident without ever leaving Slack. Ram can quickly triage the incident using Agentforce in Slack. He asks Agentforce to provide the root cause summary and associate similar records with the incident. ![incident summary in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_incident_summary.png) Ram needs the help of experts who have worked on similar issues in the past. He begins swarming from the Incident record page itself. He decides to swarm in a new slack channel. He provides a name for the channel and adds the members to the channel. ![swarm request in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm_request.png) Ram can also view and send messages in the swarm channel from the Swarm Conversations component in the record page. ![swarm conversation in record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm.png) To store all information related to this incident in a single place, Ram can create a Salesforce channel from Slack by clicking on the Create Channel option within the Slack app. ![create channel in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_incident_summary.png) Within the channel, Ram can view the incident details by going to the Incident Details tab. Ram can add the IT Fulfiller agent to the channel to get assistance on the incident. ![fulfiller agents in salesforce channels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_sf_channels.png) Similarly other members of the IT team can manage problem and change requests using Slack app. Not only this, an employee can also request catalog items without needing to fill any form using Slack. Let's take an example of John who needs a new monitor for his home office. He interacts directly with Agentforce in Slack. Agentforce automatically recognizes John’s role, team, and entitlements, so no forms or extra approvals are needed. John’s request is processed instantly, reducing administrative overhead and improving his productivity. ![request catalog items in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_catalog_items.png) <!-- document id=580c6930a56e8128fef4aaa625c76169fa87d941f7916e382dfa8f272f2fbcf4 url=/admin/current/en-us/service/264-0-0/voice_health_check.md --> # Resolve Setup Issues with Self-Service Checks To verify that users are correctly added to your contact center, run on-demand service checks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US&type=5" target="_blank">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97903e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97903e68 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97903e68 ">Customize Application AND Manage Call Centers </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97903e68 ">To run service checks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97903e68 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Run service checks to verify the following: - Salesforce Voice can authenticate all reps and supervisors in your contact center. - The tenant stack and contact center stack were deployed correctly. - Your IAM role, ProvisioningRole, exists, allowing Salesforce to create the contact center in your existing Amazon Connect instance. See [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&type=5&language=en_US). - The Contact Center was created successfully. - **[Set Up Health Check Stack to Run Self-Service Checks](https://help.salesforce.com/s/articleView?id=service.voice_health_check_lambda.htm&release=264.0.0&type=5)** To run the service check, the health check stack must be installed for your contact center. The health check stack contains the HealthCheckFunction Lambda, the HealthCheckRole, and the HealthCheckLambdaExecutionRole. The HealthCheckFunction Lambda checks the AWS account status and generates the report. The HealthCheckRole triggers the HealthCheckFunction Lambda. The HealthCheckLambdaExecutionRole runs the HealthCheckFunction Lambda. - **[Run Self-Service Checks to Resolve Contact Center Issues](https://help.salesforce.com/s/articleView?id=service.voice_setup_service_checks.htm&release=264.0.0&type=5)** Run self-service checks for a detailed diagnostic report about the health of your contact center. <!-- document id=be9f360ad8f029b3d73aa353416e999ed43cea190432777d6f61e0752936e329 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_resolve_sync_conflicts_msword.md --> # Resolve Synchronization Conflicts in Microsoft Word for IT Compliance Resolve synchronization conflicts manually to maintain data integrity when policy text changes are made simultaneously in Salesforce and Microsoft Word. Choosing the correct version of a clause ensures your policy remains accurate and consistent across both platforms. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d71679e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71679e74 ">To manage policy clauses in Microsoft Word:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71679e74 "> <p>Compliance Admin permission set</p> <p>OR</p> <p>IT Compliance AI Admin permission set</p> <p>AND</p> <p style="margin-bottom:0;">Microsoft Guided Setup permission set</p> </td> </tr> </tbody> </table> Conflicts occur when a clause in Word differs from the version saved in Salesforce. You must resolve these conflicts before you can successfully sync your document. 1. In the Salesforce Policy Connector side panel, identify clauses marked with a conflict. 2. Click the actions menu next to the affected clause and select **Resolve Conflict**. 3. In the Resolve Conflict window, compare the competing versions. - Clause Content (Salesforce Environment): The text currently saved in the Salesforce record. - Clause Content (M365 Environment): The text currently in your Microsoft Word document. 4. Select the version you want to keep and click **Save**. The selected version is applied to your Word document and synchronized to the Salesforce record automatically. <!-- document id=5b3b169a48addc383874ad8373047681a76f8b772eb317154df02eb5d001ba2c url=/admin/current/en-us/service/264-0-0/ifs_dashboards_resource.md --> # Resource Management Dashboard Monitor resource utilization, performance efficiency, and burnout risk. You can compare individual metrics against team and organizational benchmarks. To refine your view, select from the filters and review the high-level statistics. In the charts, you can see technician use over time, appointments that can't be completed, and the average resource travel time and distance. Lastly, drill into details for each service resource. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note These metrics are derived from the Service Resource object. | KPI | CALCULATION | | --- | --- | | Total Active Resources | Total number of service resources with an Active status. | | Average Technician Utilization (%) | Percentage of hours that resources work out of their total available hours. | | Average Travel Time (Hours) | Estimated travel time for all resources. | | Average Travel Distance | Estimate from the Travel Time field on the Assigned Resource object, which links the Service Resource and Service Appointment objects. | | On Time Arrival | Total number of appointments where the Actual Start time occurs before the Scheduled Start time. | | Overtime (Hours) | Total number of hours that are identified as overtime. | | Average Closed Service Appointments | Total number of service appointments with a status of Closed compared to the number of resources for the defined date range. | | Average Incomplete Service Appointments | Average number of service appointments with a Cannot Complete status compared to the number of resources for the defined date range. | | Technician Utilization | Hours that a resource works out of their total available hours by day, week, month, or year based on Scheduled Start Date. | | Average Travel Time by Resource | The estimated travel time from the assigned Resource object for the appointment. | | Average Travel Distance | Average based on the Distance field on the Assigned Resource object, which links the Service Resource and Service Appointment objects. | <!-- document id=2a7ab05ed62ddbe14b22552a83f9a2aedbae7bc3344eed98dfdb957302064839 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_resource_priority.md --> # Resource Priority Service Objective Use the Field Service Resource Priority objective to assign a priority value to rank service resources. This priority value indicates which service resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Use the Priority field or create a custom field on the Service Resource object of numeric type to store the priority of the service resource. Then, configure the Resource Priority Field picklist in the Resource Priority objective. A lower numerical value for a service resource priority represents a higher business priority, so the scheduling engine prefers scheduling that resource over a resource with a higher numerical value. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - While you can use any scale of priority values we recommend you use a scale of 1 to 10, without fractions. - Resources with a priority value of null are considered as the lowest priority grade and least preferred. - Resources with a priority value of 0 are considered the best candidates. - Negative values are considered as null. ## When You’re Using Enhanced Scheduling and Optimization The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All the priority values in the request are graded along this scale. The graded value of the service resource’s priority represents the penalty applied when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation. ## When You’re Not Using Enhanced Scheduling and Optimization The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All priority values in the request are graded along this scale. The inverse graded value of the service resource’s priority represents the bonus applied to the scheduling score when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can add [Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&type=5&language=en_US) to this service objective to prioritize scheduling to higher-ranked resources for only certain types of work. For example, relevance groups can be used to apply a Resource Priority service objective, which gives a higher rank to contractor resources over internal resources, for maintenance jobs only, while another Resource Priority objective can be created to prioritize scheduling customer-committed work to internal resources over contractor resources. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) <!-- document id=993ecb79071d33bb718ed089963188c61d38a7bf2bddb2279e5b0daaa2dc0430 url=/admin/current/en-us/service/264-0-0/wfs_optimize_rso.md --> # Resource Schedule Optimization for Workforce Scheduling In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Changes to a service resource’s schedule during the day can leave gaps or overlaps in the schedule. RSO is a tactical tool primarily targeted at intraday adjustments. It automatically fixes a resource’s schedule and fills gaps with other work based on two hidden, fundamental objectives: Utilization The engine prioritizes scheduling as many appointments as possible. Appointment Priority When capacity is limited, high-priority appointments take precedence over lower-priority work. RSO reads priority from the Scheduling Priority field on the Service Appointment record. See [How Workforce Scheduling Optimization Works](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_how_it_works.htm&release=264.0.0&type=5 "Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only."). Dispatchers trigger RSO from the [Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_optimization_parent.htm&type=5&language=en_US) action menu of the resource whose schedule they want to optimize. Because the RSO run is scoped to one resource and one day, it usually completes in seconds. RSO respects the resource’s working hours, required skills, and any pinned appointments. Pin criteria configured in your Workforce Scheduling settings, keep appointments on protected statuses from moving. Org-wide RSO behavior is controlled through two settings in Setup: Pin Criteria The Pin Criteria setting defines which statuses pin service appointments during optimization. Setting Pin Criteria excludes service appointments in those statuses from being changed (scheduled, unscheduled, or rescheduled) during RSO. Scheduled service appointments in a pinned status can’t move to a different service resource or to a different time. Unscheduled service appointments in a pinned status remain unscheduled. Deselect the Dispatched status so dispatched work can move if a previous job runs late or emergency work comes up. Commit Mode Commit Mode (default: Rollback) determines what happens when a scheduling change is made while an optimization run is in progress. To configure these org-level settings, see [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only."). ## When to Use Resource Schedule Optimization RSO is the smallest-scope optimization type. It’s best when: - One resource’s day is disrupted but the rest of the schedule is stable. - You want a fast reoptimization scoped to a single person and a single day. - You don’t want the optimizer to move any appointments that belong to other resources. - You need to handle changes like cancellations, fixing overlaps and filling gaps. For same-day disruptions that span multiple resources or territories, use In-Day Optimization. For end-of-day rebalancing across the whole plan, use Global Optimization. RSO fails if more than 50 appointments must remain scheduled during the run. That includes appointments protected by pin criteria and appointments already in progress. When you hit this limit: - Split the day into shorter time horizons and run each separately. - Move a subset of appointments to an unscheduled state and rerun. - Confirm your pin criteria aren’t broader than necessary — narrower pin criteria let more appointments move. ## Handling Complex Resource Schedule Optimization Scenarios 24/7 Shifts 24/7 shifts have no extended horizon of about 7 days. You can only optimize the horizon of the request — optimization can’t pull work forward from the future. If an appointment is part of a shift that crosses beyond your horizon (for example, it spans past midnight), the engine treats the entire appointment as unmovable. To fix this, set your optimization horizon to cover the entire shift. Max Runtime RSO’s default runtime is 60-seconds. This only covers the optimization engine runtime and doesn’t include data fetching or committing results to the Gantt. For example, if a dispatcher sees the Gantt as disabled for 2 minutes during an RSO run, the system hasn’t crashed. The data loading and saving happens on either side of the 60-second calculation window. Data Volume For the best optimization quality, use the filtering criteria to limit the volume of loaded data (candidate pool) to approximately 1,000 service appointments per run. The engine begins by selecting a random service appointment as a starting point, and then schedules others that are close to it. With very large data sets (for example, 4,000 service appointments), the engine can settle on a schedule before it fully explores the candidates or uses the available runtime, producing a suboptimal result. To stay within this range, narrow your candidates by using the Consider only these appointments as candidates filter, by refining the work rules in your scheduling policy, or by shortening your optimization horizon. #### See Also - [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") - [In-Day and Global Optimization for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") - [Prioritizing Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5 "Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.") <!-- document id=c3952a77c6495f66b95b77981d7e213a0a0d1cee64fdf581b4d6590f8ca9a8a4 url=/admin/current/en-us/service/264-0-0/mfs_testing_beta_resources.md --> # Resources for Testing Beta Versions of the Field Service Mobile App Salesforce provides resources to help you use the beta program to test the latest Field Service mobile app major releases and patch releases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Sandboxes When you have the mobile application beta version installed, you’re ready to start testing. The most effective way to test beta versions of the mobile app is via the latest Salesforce sandbox test environment. We suggest that you keep an existing sandbox instance up to date, so that you can perform testing using data specific to your unique configurations and needs. Sandbox test environments are also an excellent resource when interacting with our support teams for any issues you encounter while consuming our beta versions. For instructions on how to obtain and use sandboxes for testing, see [Sandboxes: Staging Environments for Customizing and Testing](https://help.salesforce.com/s/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US). If you’re a first-time user or have to start a Sandbox from scratch, check out [Where Do I Start with Field Service](https://help.salesforce.com/s/articleView?id=service.fs_landing.htm&type=5&language=en_US) to set up for testing. ## Testing Major Releases Major releases introduce new features, performance improvements, UI or UX updates, and API changes. We hope these features improve your work and business, but the changes can sometimes also create configuration conflicts. Although we strive to maintain backward compatibility, new releases can unexpectedly affect customizations that are specific to your implementation. The best way to protect your implementation is through beta testing. To benefit most from the beta, create a test plan based on the most recent changes to the Field Service mobile app. Consider which features or Salesforce Field Service products you use most or that are most important to your business. To identify changes that impact your most crucial processes, focus your testing by reviewing Salesforce release notes each release. Here’s where you can find release notes pertaining to Field Service: - [Salesforce Release Notes](https://help.salesforce.com/s/articleView?id=release-notes.salesforce_release_notes.htm&language=en_US) alert you to the features being released for all Salesforce products. - Within the Salesforce Release Notes, the [Salesforce Field Service Release Notes](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice.htm&language=en_US) cover the Field Service features specifically, and includes a special section for the latest features released for the [Salesforce Field Service Mobile Release Notes](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_mobile.htm&language=en_US). These notes alert you to what’s changed in the mobile application. ## Testing Patch Releases Patch releases are deployed only to resolve specific issues discovered on an existing production release. Beta versions for patch releases are made available at least one week before changes to the app are deployed. When consuming a patch release, you can isolate your testing to the specific purpose of the patch release. ## Recommended Test Areas In addition to reviewing the Salesforce Release Notes and testing potentially affected areas, it’s important to review parts of the application that you’ve customized or extended for your specific needs. We suggest starting your testing with Lightning Web Components and flows, because they’re the most commonly customized features. - [Lightning Web Components](https://help.salesforce.com/s/articleView?id=service.mfs_overview_lwc.htm&type=5&language=en_US) - [flows](https://help.salesforce.com/s/articleView?id=service.mfs_flow_considerations.htm&type=5&language=en_US) Also consider these frequently customized items when you plan for testing. - [Mobile Settings](https://help.salesforce.com/s/articleView?id=service.mfs_settings_details.htm&type=5&language=en_US) - [Custom Actions](https://help.salesforce.com/s/articleView?id=service.mfs_actions.htm&type=5&language=en_US) - [Customized Push Notifications](https://help.salesforce.com/s/articleView?id=service.mfs_push_notifications.htm&type=5&language=en_US) - [Deep Linking](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_mobile_deep_linking.htm) - [Custom Triggers](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_custom_triggers.htm) ## Lightning Web Components (LWC) Test Harness If you use Lightning Web Components (LWC), the [LWC Offline Test Harness](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/dx_harness_app.htm) (Test Harness, for short) is a lightweight testing and debugging app. Test Harness lets you iteratively develop, test, and debug Lightning web components for use in LWC Offline-based mobile apps. The streamlined app experience accelerates the interactive development lifecycle, making it easy to quickly test incremental improvements and fixes to your mobile LWCs. ## More Tools for Debugging Lightning Web Components We suggest using your web browser to debug Lightning Web Components. You can find resources and a tutorial in the [Mobile and Offline Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/quickstart_lwc_debugging.htm). To test your sandbox environments, you can also use the [emulator](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/quickstart_lwc_action_android_setup.htm#quickstart_lwc_action_android_setup_install_app) for Android and the [simulator](https://developer.salesforce.com/docs/atlas.en-us.mobile_offline.meta/mobile_offline/quickstart_lwc_action_ios_setup.htm#quickstart_lwc_action_ios_setup_install_app) for iOS. If the simulator and emulator are installed, you can directly access debug builds for [iOS](https://sfdc.co/fieldservice-mobile-app-ios-simulator) and for [Android](https://sfdc.co/fieldservice-mobile-app-android-simulator). ## Trailblazer Communities and Customer Support If you require further support, don’t worry, we’ve got your back! [Salesforce Trailblazer Communities](https://trailhead.salesforce.com/en/trailblazercommunity) can also help you prepare for and implement testing. These communities include everything from training material to ways to connect with other users. And, if you encounter an issue or require additional support, contact [Salesforce Customer Support](https://help.salesforce.com/s/articleView?id=000384365&type=1&language=en_US). If you find an issue only happens on the beta version, share about it in your case details. <!-- document id=4016a6a10b2f0b9e7e37e5318a90530537f955a3a2ce8ad793dd9cf3a17f4c8d url=/admin/current/en-us/service/264-0-0/voice_respect_agent_capacity.md --> # Respect Rep Capacity for Voice Calls Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143411e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To view the Partner Telephony Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e73 "> <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Respect Rep Capacity for voice calls is turned on by default for new Salesforce orgs starting in Winter ’24. Use Respect Rep Capacity with contact centers that use blended routing for reps who handle multiple channels, where you want to keep used rep capacity within 100%. For example, use the feature if reps address voice calls and messaging sessions, and voice routing flows through a partner system while messaging session routing flows through Omni-Channel. The feature isn’t compatible with Omni-Channel Unified Routing or external routing that’s unified on a partner’s system. If Omni-Channel Unified Routing is enabled, Omni-Channel capacity rules apply regardless of the Respect Rep Capacity setting. Turn off the feature if it doesn’t apply to your use case. Respect Rep Capacity works with Omni-Channel settings for primary or interruptable capacity and capacity weight. We recommend setting voice calls as primary so that reps can give their full attention to each call. Consider these examples of how the Respect Rep Capacity setting impacts the rep experience. Assume the rep has a presence configuration that supports voice calls as well as other work such as messaging and cases. Voice calls and messaging sessions are set to primary capacity and cases are set to interruptable capacity. In these example scenarios, a voice call consumes 100% of a service rep’s capacity, a messaging session consumes 30% of a rep’s capacity, and a case consumes 10% of a rep’s capacity. For example, a rep can be assigned to one call at a time or two messaging sessions and three cases at a time. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e158">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e161">Respect Rep Capacity Setting Selection</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143411e164">Behavior</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on two messaging sessions when a customer calls into the contact center.</td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 "> <p>The rep doesn’t receive the call because their used primary capacity is 60% and the voice call is routed to the next available rep. The rep's status stays set to Available for All. The rep’s Amazon Connect status is Missed because Omni-Channel declined the call.</p> <p style="margin-bottom:0;">The rep’s Amazon Connect status will be set back to Available when a rep's used primary capacity is 0%. In high-volume contact centers, the rep might remain in Missed status on Amazon Connect due to new messaging sessions coming in.</p> </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on two messaging sessions when a customer calls into the contact center. </td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep receives the call even though their used primary capacity is 60%. After the call is assigned, their capacity is above 100%. They can’t give their open messaging sessions the attention they need because they are on an active call.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on a call with a customer when a messaging session comes into the contact center.</td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep doesn’t get the messaging session assignment because their used primary capacity is 100%. The messaging session is routed to the next available rep, and the first rep focuses on their active call.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A rep is on a call with a customer when a messaging session comes into the contact center.</td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">The rep doesn’t get the messaging session assignment because their used primary capacity is 100%. The messaging session is routed to the next available rep, and the first rep focuses on their active call. Respect Rep Capacity doesn’t impact the routing of messaging sessions through Omni-Channel. Instead, it impacts voice calls routed by telephony partners.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A call and a messaging session enter the same queue at approximately the same time while a rep is available.</td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is on</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 ">A known race condition due to external routing and Omni-Channel routing typically causes the messaging session to get routed to the rep first.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e158 ">A call and a messaging session enter the same queue at approximately the same time while a rep is available.</td> <td data-label="Respect Rep Capacity Setting Selection" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e161 ">Respect Rep Capacity is off</td> <td data-label="Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d143411e164 "> <p>If the contact center uses external routing, the rep receives the call and the messaging session both. After the work is assigned, the rep’s primary capacity is above 100%. They can’t give the messaging session or the active call the attention they need.</p> <p style="margin-bottom:0;">If the contact center uses Omni-Channel Unified Routing to route all work through Omni-Channel, the work item that enters the queue first is routed first. The second item is assigned to a different rep.</p> </td> </tr> </tbody> </table> Follow these steps to turn on Respect Rep Capacity. 1. From Setup, in the Quick Find box, enter Amazon Setup or Partner Telephony Setup depending on your telephony model. 2. Turn on **Respect Rep Capacity**. If Omni-Channel is set to prioritize voice calls, other channels may take priority when reps are at capacity or overloaded. #### See Also - [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&language=en_US) - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&language=en_US) <!-- document id=a99030c238e8918bb2aae8ee2670f9f60d0cb76264d400856efe451014308aed url=/admin/current/en-us/service/264-0-0/incident_mgmt_respond_to_a_broadcast_alert.md --> # Respond to a Broadcast Alert To act on a broadcast alert, you can attach related cases to recent and ongoing incidents in the Incident Alerts utility. You can also open the incident to get caught up on the details. To use the Incident Alerts utility, an admin must add it to your Service app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Customer Service Incident Management must be enabled. - Broadcast alerts must be enabled. - Broadcast topics must be assigned to groups. 1. Open the Incident Alerts utility. 2. To view and manage your recent broadcast alerts, go to the Newest tab. From there, you can open the incident or attach a case. ![Incident alert box opened to newest tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_alert_newest.png) 3. To see a list of all incidents and take action, go to the All tab. ![Incident alert box opened to all tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_alert_all.png) <!-- document id=11c5c0a9b4c645801d6569f4e56d963bfc4818a2532ac76267b8818c0c92ecfb url=/admin/current/en-us/service/264-0-0/hr_svc_confid_case_rep_case_vis_policies.md --> # Restrict Confidential Case Access with Case Visibility Policies Use case visibility policies, the recommended approach for new implementations, to deploy pre-built visibility rules on the Case object directly from the Employee User Settings card in Setup without creating custom sharing rules or writing code. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When a policy is deployed, a confidential case is visible only to: - The person who logs the case. - Members of any queue the case is assigned to. - Users added to the case team. - Users who have the HR Case Investigator custom permission. To deploy a policy, admins create a custom field on the Case object and add the field to the case record layout. Then, the admin deploys the policy from the HR Confidential Case Policy card on the Employee User Settings page in Setup. The HR Case Investigator custom permission is deployed with the policy. To route confidential cases, the admin also configures a confidential queue and sets up case assignment rules based on the custom field. Policies are turned off by default until an admin turns them on. Confidential case creation is supported in Employee Service Aura sites and in Unified Portal (LWR) sites. For an Employee Service Aura site, adding the field to the record layout shows the confidential case control automatically. For a Unified Portal site, add the custom field to the flow so that the checkbox to lock a confidential case appears. <!-- document id=ea27467423625fc82e32322a1f9b7ef8ac4e6f3c18a7a776062e15d3a260c739 url=/admin/current/en-us/service/264-0-0/voice_phone_type.md --> # Restrict Phone Type Selection for Contact Center (Beta) Configure a contact center to restrict reps to use only the softphone and hide the desk phone option in the Omni-Channel utility. This feature helps enforce company policies and meet regulatory compliance requirements. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Phone Type Selection feature is a pilot or beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/agreements/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer's sole discretion. You must have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set to restrict the phone type selection for the contact center. 1. In the contact center details page, click **Edit** in the Phone Type Settings section. 2. Select the **Restrict Phone Type Selection** option.![Phone Type Selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_phone_type.png) 3. Save the changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If a rep is logged in when the setting is changed, they must refresh their browser for the new setting to apply in the Omni-Channel utility. To disable the restriction for phone type selection, deselect the Restrict Phone Type Selection option and save the changes. When disabled, the rep's phone type reverts to their previously saved selection. <!-- document id=d20f79f9ddae5a0ae24f328619723cb5d00da0a80c6cba6d0ceb85f28fa8e67b url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_resume_pausedflow.md --> # Resume Paused Flows from the Actions & Recommendations Component If paused flows are associated with the record, they appear under the **Resume Paused Actions** tab on the Actions & Recommendations component. Paused flows are shown only if you have permission to run flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10932e87">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10932e87 ">To view and resume paused flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10932e87 "> <p>Run Flows</p> <p>OR</p> <p><samp class="parmname">Flow User</samp> field enabled on the user detail page</p> <p>OR</p> <p style="margin-bottom:0;">Manage Flow</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note To give your users the option to pause a flow, click **Let users pause flows** in process automation settings. If there is a paused flow for the current record page, the component lists it, regardless of where the flow was started from inside Actions & Recommendations component. To resume a paused flow, click the **Resume Paused Actions** tab, and select a flow from the list. ![Click Resume Paused Actions to see paused flows.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_action_paused_flow.png) The resumed flow opens, and the list of steps updates. If the flow was started from the top or bottom pinned region, we add it to the end of that region. Otherwise, it appears at the bottom of the unpinned region. #### See Also - [Let Users Pause Flow Interviews](https://help.salesforce.com/s/articleView?id=platform.flow_pause.htm&type=5&language=en_US) <!-- document id=0f934fc44f7ef537f00cc7aa238b69e8910bf5baeee00c7a2156acab7b2bc370 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_retire_dispose.md --> # Retire and Dispose of IT Hardware Create disposal orders to securely decommission retired IT hardware and maintain compliance audit trails through vendor coordination. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73103e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73103e74 ">To create and manage disposal orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73103e74 ">IT Asset Manager or IT Auditor</td> </tr> </tbody> </table> - Assets you want to dispose of are in **Retired** status. - Third-party vendors or internal disposal teams are created as **Account** records. Add eligible retired assets to disposal orders to maintain a strict audit trail. #### See Also - [Manage Hardware Asset Disposal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_disposal.htm&release=264.0.0&type=5 "Securely decommission aging or defective IT hardware to protect data security and satisfy environmental compliance. Admins manage vendor logistics, track mandatory predisposal tasks, and upload official certificates of disposal to maintain a reliable regulatory audit trail.") - [Create and Verify a Certificate of Disposal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_disposal_cert.htm&release=264.0.0&type=5 "Document proof of asset destruction or recycling and update the asset status to Disposed.") ## Create a Disposal Order 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Disposal Orders**, and click **New**. 3. Select a **Disposal Method**, such as Recycle or Destruction. 4. Find and select the **Disposal Vendor**. 5. Select the **Status**. 6. (Optional) Enter the **Expected Pickup Date**, **Disposal Address**, and any notes. 7. Save your changes. ## Add Assets to a Disposal Order 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Disposal Orders**. 3. Select the disposal order. 4. In the **Quick Action**, select **Add Assets**. 5. Filter the list to find retired assets, select the items for disposal, and confirm your selection. 6. Save your changes. The system creates a line item for each asset and updates the status to **Pending Disposal**. <!-- document id=ff5bb716ef1dfdb0a7c8bbba2d2c28ed15c0ab695f5d79e6f3a1dfb247826a7d url=/admin/current/en-us/service/264-0-0/svc_retrieve_catalog_item_metadata.md --> # Retrieve Catalog Item Metadata In Service Catalog, when you delete an item from the Service Catalog Builder, it’s put into a deactivated state. You can retrieve a deleted item’s metadata by retrieving the metadata for all items in your service catalog using either Salesforce CLI or Metadata API. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To retrieve all items, use this sample manifest file. ``` <?xml version="1.0" encoding="UTF-8"?> <Package xmlns="http://soap.sforce.com/2006/04/metadata"> <types> <members>*</members> <name>SvcCatalogItemDef</name> </types> <version>53.0</version> </Package> ``` 1. To use Salesforce CLI, run the command `sf project retrieve start --manifest <manifestFile>`. 2. To use Metadata API, include the manifest file in your metadata zip file. <!-- document id=b52c5cecdb58248e7e1331f655b98edf2f47fc84e37b3ccac54b7ce2d08673b6 url=/admin/current/en-us/service/264-0-0/pfs_optimization_request_files_retrieve.md --> # Retrieve Optimization Request Files Get the request and response files of an optimization request to help you troubleshoot issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12815e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12815e80 ">To retrieve optimization request files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12815e80 ">Field Service Admin permission set AND Field Service Integration permission set</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Optimization Center**. Then, click **Optimization Request Files**. 2. Enter the optimization request ID. You can find the ID in the activity report. See [Generate Activity Reports](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports_generate.htm&release=264.0.0&type=5 "Generate activity reports for specific request types to view information related to their status. You can generate a report for a request type that succeeded, failed, or both."). 3. Click **Retrieve Files**. The files are added to the Generated Files section. 4. To view the files, in the Generated Files section, click **Download** from the Actions menu of the file. The files download in a JSON file format. <!-- document id=3c3b4f9b2272752a646068896f404b97b5a550b7a143b3aa5036857095db8384 url=/admin/current/en-us/service/264-0-0/afcc_sv_return_callback.md --> # Return a Callback Request Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d112000e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d112000e67 ">To return a callback request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d112000e67 "> <p>Agentforce Contact Center Rep (Salesforce Voice) permission set </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. Accept a contact request in the Omni-Channel utility. Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active. If the customer rejects or ignores your callback, your capacity becomes available and you’re free to move on to your next work item. Based on the retry attempt count and delay between retry attempt values, Omni-Channel reroutes the contact request to an available rep after a delay period so that the customer receives another callback. 2. To view information about the callback request, from the outbound call, click the **Related Record** field. You can access information such as available callback attempts, delay between callbacks, and the preferred callback number. 3. To access the original inbound voice call from the contact request, click the **Voice Call ID** on the Related To field. <!-- document id=1904a951fb31d3e764540acb160b1c2526e94fd3ee7064fce505fb941311152e url=/admin/current/en-us/service/264-0-0/voice_return_callbacks.md --> # Return a Callback Request Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90909e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90909e75 ">To make calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90909e75 ">Salesforce Voice Contact Center Rep permission set</td> </tr> </tbody> </table> The callback experience differs according to your telephony provider and the setup for your organization. Confirm your setup with your Salesforce administrator. Accept a callback request in the Omni-Channel utility. Some callback requests come in the form of a contact request. What happens next differs depending on how your Salesforce admin set up the feature. - Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active. - You have an opportunity to preview the customer’s concerns before speaking with them. Then, to call the customer back, select the default preferred phone number on the contact request. If the customer rejects or ignores your callback, your capacity becomes available and you’re free to move on to your next work item. #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide_: Enable the Option to Request a Callback](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_queued_callback.htm) - [_Salesforce Voice with Partner Telephony Developer Guide_: Queued Callbacks](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_advanced_queued_callbacks.htm) - [_Salesforce Voice with Partner Telephony Developer Guide_: Let Agents Control the Callback Experience](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_click_to_dial_callbacks.htm) - [Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&release=264.0.0&type=5 "Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing.") <!-- document id=ef0596eb0a0fc3308076f4af564dc19fe0994071fe890ef3883f0eb88d8b97b8 url=/admin/current/en-us/service/264-0-0/fs_return_order_fields.md --> # Return Order Fields Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Return Order Return orders track the return or repair of products and inventory. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d147340e86">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d147340e89">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The account associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The case associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Contact</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The contact associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">Notes or context about the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The location where the items are being returned to. For example, if the return order tracks the return of products from a mobile worker’s van to a warehouse, the warehouse is the destination location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Expected Arrival Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The date when the items are expected to arrive at the destination location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The order associated with the return order. When you associate a return order with an order, you can associate the return order’s line items with order products.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The owner of the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Product Request</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 "> <p>The product request associated with the return order. When you associate a return order with a product request, you can associate the return order’s line items with the product request’s line items.</p> <p style="margin-bottom:0;" dir="ltr">A return order can be related to a product request if the return order tracks the return of unused products or products to be repaired or replaced. For example, a mobile worker creates a product request for three motors to prepare for a field visit. If the worker finds that only two motors are needed, they can create a return order to return the third to the original location and list the product request in this field.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Product Service Campaign</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The product service campaign associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Return Order Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">(Read only) Auto-generated number identifying the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Returned By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The user returning the items.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Ship From Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The return shipping address. This address tracks the location of the items at the start of the return or repair. For example, if a customer is returning an item, the Ship From address is the customer’s address.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Shipment Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 "> <p>The type of shipment associated with the return order. Available values are:</p> <ul> <li>Standard (default value)</li> <li>Rush</li> <li>Overnight</li> <li>Next Business Day</li> <li>Pickup</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 ">The items’ location at the start of the return or repair. For example, if the return order tracks the return of products from a mobile worker’s service vehicle to a warehouse, the service vehicle is the source location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e86 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e89 "> <p>The status of the return order. Available values are:</p> <ul> <li>Draft</li> <li>Submitted</li> <li>Approved</li> <li>Canceled</li> <li>Closed</li> </ul> </td> </tr> </tbody> </table> ## Return Order Line Item <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d147340e287">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d147340e290">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Asset</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The asset associated with the return order line item. One or more of the following fields must be completed: Asset, Order Product, Product, Product Item, and Product Request Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">Notes or context about the return order line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Destination Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The location where the items are being returned to. For example, if the return order tracks the return of products from a mobile worker’s van to a warehouse, the warehouse is the destination location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Order Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The order product associated with the return order line item. One or more of the following fields must be completed: Asset, Order Product, Product, Product Item, and Product Request Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Processing Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 "> <p>Indicates the preferred fate of the items following their return. Available values are:</p> <ul> <li>Repair—Repair the items and return them to the owner</li> <li>Discard—Discard the items</li> <li>Salvage—Salvage the items’ working components</li> <li>Restock—Return the items to your inventory</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The product item representing the location of the product at the start of the return. One or more of the following fields must be completed: Asset, Order Product, Product, Product Item, and Product Request Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Product Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The product item associated with the return order line item. One or more of the following fields must be completed: Asset, Order Product, Product, Product Item, and Product Request Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Product Request Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The product request line item associated with the return order line item. One or more of the following fields must be completed: Asset, Order Product, Product, Product Item, and Product Request Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Product Service Campaign</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The product service campaign associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Product Service Campaign Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The product service campaign item associated with the return order.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Quantity Returned</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The quantity of items being returned. If multiple types of products are being returned, track each product in a different return order line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Quantity Unit of Measure</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">Units of the returned items, for example, kilograms or liters. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Reason for Return</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 "> <p>The reason the items are being returned. Available values are:</p> <ul> <li>Damaged</li> <li>Defective</li> <li>Duplicate Order</li> <li>Wrong Item</li> <li>Wrong Quantity</li> <li>Not Satisfied</li> <li>Outdated</li> <li>Other</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Repayment Method</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 "> <p>The method used to reimburse the customer or owner for the items being returned. Available values are:</p> <ul> <li>Replace—The items are replaced</li> <li>Refund—The items are returned and the owner is refunded</li> <li>Credit—The items are returned and the owner receives credit for them</li> <li>Return—The items are returned to the owner, for example, after repairs</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Return Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The return order that the return order line item belongs to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Return Order Line Item Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">(Read only) Autogenerated number that identifies the return order line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e287 ">Source Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d147340e290 ">The items’ location at the start of the return or repair. For example, if the return order tracks the return of products from a mobile worker’s service vehicle to a warehouse, the service vehicle is the source location.</td> </tr> </tbody> </table> #### See Also - [Track Customer Returns in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_return_orders.htm&release=264.0.0&type=5 "return orders to facilitate the return and repair of items that were sold to customers or supplied to field service workers.") - [Guidelines for Tracking Customer Returns](https://help.salesforce.com/s/articleView?id=service.fs_return_order_settings.htm&release=264.0.0&type=5 "Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier.") <!-- document id=5eb2b0bbc4096a79f2527d4977c3e550e1d3e8115afe6a5763f1316a59dc315a url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_return_orders.md --> # Return Orders and Return Order Line Items Track and manage the end-of-life and reclamation journeys for your internal hardware inventory from a centralized app. Return orders give your IT department real-time visibility into incoming devices, automate quantity rollups at target stockrooms, and maintain an accurate audit trail of asset state changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Purpose and Business Value By using return orders and return order line items streamlines asset reclamation and asset refresh lifecycles. This structured approach provides greater operational flexibility than standard stockroom product transfers because it focuses explicitly on hardware items returned by your users. Key workflows provide these operational benefits. - **Flexible Routing:** Route different devices from a single service request to various targeted stockrooms or disposal vendors simultaneously. - **Inventory Accuracy:** Automatically update state-based quantity fields at destination locations upon receiving a device. - **Audit Trail Tracking:** Log a continuous chronological record of every state transition in the centralized asset timeline. ## Core Data Model The asset return system organizes records in a parent-child structure to manage overarching pickup logistics alongside individual serialized assets. - **Return Order:** Tracks the top-level request to collect hardware items and route them to a single destination workspace. This record links directly to the parent service request. - **Return Order Line Item:** Represents a specific physical piece of hardware tied to the return. Each line item links to an individual asset record and its corresponding product item record. **Location-Based Destination Routing** When inventory managers plan a reclamation workflow, the destination selected for each device determines how records generate. - **Single Return Order:** The system creates one return order record if all assets in a request go to the same stockroom site. - **Multiple Return Orders:** The system creates separate return order records if assets go to different stockrooms. For example, you can route a laptop to a central depot and a mobile phone to a local stockroom. ## Asset Status Progression As a return order moves through its operational lifecycle stages, background automation updates the status on the linked asset record. | Lifecycle Phase | Asset Status | System Action | | --- | --- | --- | | Initiation | Pending Reclaim | Updates the asset status upon adding a line item to a draft return order. | | Shipping | In Transit | Updates the asset status when a user transitions the return order to a sent state. | | Receiving | Reclaimed | Updates the asset status when an inventory manager marks the order as received. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note When an asset reaches the Reclaimed status, it remains in a transient state at the destination stockroom. An authorized user should evaluate the device for refurbishment, deployment reissue, or secure hardware disposal before it returns to active stock. ## Auditability and Asset Activity Centralized transactional tracking records every significant event in the return lifecycle directly to the asset timeline. This automated process maintains an immutable audit trail capturing these specific data points. - **Transaction Type:** Logs events such as adding an asset to a return order line item. - **Field Updates:** Captures historical values and current values for tracking state drift. - **User Information:** Records the ID of the modifying user and an explicit timestamp of the change. ## Asset State Reversion When a user cancels a return order or an associated service request before completion, the reversion logic safeguards inventory data integrity. The system automatically reverts linked hardware assets to their most recent valid status, such as changing from _Pending Reclaim_ back to _Assigned_. This automated cleanup keeps inventory counts synchronized without manual administrative intervention. <!-- document id=72a430ee5dc3eeeed7839a249f64c82648f7542338aaf1c8138d7b1aa69c06dc url=/admin/current/en-us/service/264-0-0/knowledge_blocks_about.md --> # Reuse Content Across Articles with Knowledge Blocks Knowledge Blocks are modular pieces of content like a legal disclaimer, company address, or a set of standard steps that you author once and insert into multiple Knowledge articles. Publishing an update to a block can automatically update every article that uses it, so shared content stays consistent without manual edits to each article. Blocks are most valuable when the same verified content must appear in several articles and stay in sync across all of them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Knowledge Blocks are different from Blocks in the Lightning Article Editor. Knowledge Blocks are reusable content that you insert into articles. Blocks in the Lightning Article Editor outline HTML block-level elements, such as paragraphs and headings. Knowledge Blocks help you: Reduce maintenance Update content in one place and the change propagates to every article that uses it automatically. Strengthen governance and compliance Maintain a single source of truth for shared content, with version history and an audit trail of where each block is used. Improve AI and search answers Improve the accuracy of AI and search answers by keeping shared content verified and up to date in one place. - **[Knowledge Blocks Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_considerations.htm&release=264.0.0&type=5)** Before you start using Knowledge Blocks, review its limitations and considerations. - **[Enable Knowledge Blocks](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_enable.htm&release=264.0.0&type=5)** Turn on Knowledge Blocks from the Enhanced Knowledge Settings page in Setup. After you enable it, knowledge managers and authors can access the Knowledge Blocks and Knowledge Block Versions apps from the App Launcher. - **[Create and Publish a Knowledge Block](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_create.htm&release=264.0.0&type=5)** Create a reusable content block, save it as a draft, and publish it so it's available to insert into articles. - **[Insert a Knowledge Block into an Article](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_insert.htm&release=264.0.0&type=5)** Embed a published knowledge block version into an article using the rich text editor's Insert menu. - **[Track Knowledge Block Usage and Update Block Content](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_manage.htm&release=264.0.0&type=5)** Track a block's versions, see which articles use it, publish updates, and keep articles that reference the block up to date. <!-- document id=d1fb2cc6cd99b712aa0b7906a97ef35d7130284b8997ba1d907138f5480674ed url=/admin/current/en-us/service/264-0-0/es_review_request_review_button.md --> # Review an Approval Request by Using the Review Button on Approval Work Item Record Page Use the Review button on the work item record page to review an approval request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155463e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155463e55 ">To review an approval request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155463e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **My Approvals**. 3. Click an approval work item name. 4. Click **Review**. 5. Select an approval decision, and enter your comments. 6. Click **Confirm**. <!-- document id=7987a9300a6e12b16778be3d962157ced0e96887de823d9f19d5a92851705b45 url=/admin/current/en-us/service/264-0-0/es_review_request_approval_submission_record_page.md --> # Review an Approval Request from the Approval Submission Record Page Navigate to the Approval Submission Record page to review an approval request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43002e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43002e55 ">To review an approval request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43002e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **My Approvals**. 3. Click an approval work item name. 4. Click the approval submission link. 5. Click the **Related** tab. 6. Click ![Down arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_approvals_down_arrow.png) on the approval work item record. 7. Click **Review**. 8. Select an approval decision, and enter your comments. 9. Click **Confirm**. <!-- document id=c5996daca3031bfb803f4cb6b1e2d3a6463bf9f414cea820f8ca6082638ecc9c url=/admin/current/en-us/service/264-0-0/es_review_request_approvals_tab.md --> # Review an Approval Request from the Approvals Tab on Approval Work Item Record Page Use the Work Guide component on the Approvals tab to review an approval request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104614e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104614e55 ">To review an approval request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104614e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **My Approvals**. 3. Click a context number. The Case Details page opens. 4. Click the **Approvals** tab. 5. Select an approval decision, and enter your comments in the Work Guide component. 6. Click **Finish**. <!-- document id=abd31bd822733a8788244798d9bf19585fcf786508a7f15681c19cc04713046a url=/admin/current/en-us/service/264-0-0/es_review_request_my_approvals_page.md --> # Review an Approval Request from the My Approvals Page Review an approval request from the My Approvals page without opening the approval work item request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31470e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31470e55 ">To review an approval request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31470e55 ">Employee Hub for Community Users</td> </tr> </tbody> </table> 1. On the navigation menu, click **Help Center**. 2. Click **My Approvals**. 3. Click ![Down arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_approvals_down_arrow.png) on the approval work item record. 4. Click **Review**. 5. Select an approval decision, and enter your comments. 6. Click **Finish**. <!-- document id=934bf9bae0c198726918b4329ec4b5bf7a7412789b78e48e81d3ac4e5bdde7b4 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_cab_review_approve_cr.md --> # Review and Approve Change Request in a CAB Meeting Improve approval efficiency by reviewing change requests in a scheduled CAB meeting. 1. From the App Launcher, enter and select **Change Advisory Board Meetings**. 2. Open the CAB meeting. 3. Click **Related**. 4. In the Related Change Requests, select one or more change requests. 5. Click **Approve** or **Reject**. 6. In Approve Request, enter notes if necessary. 7. Click **Approve**. The system updates the approval records with the approval decision, reviewer details, review date, and comments for audit and tracking purposes. The review outcome appears in the CAB Meeting related list on the change request record. <!-- document id=c0a3ba2b01087abcc9c4a51c980065bcf86ac5729cfff10e00155b9b58e8c2fc url=/admin/current/en-us/service/264-0-0/case_interaction_approving_drafts.md --> # Review and Approve Email Drafts in the Salesforce Classic Case Feed Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125171e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125171e60 ">To review and approve email drafts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125171e60 "> <p>Send Email</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Inclusion in an email approval process</p> </td> </tr> </tbody> </table> When a support rep submits a message for approval, you receive an email notification with a link to the case that includes the message. A notice appears at the top of the publisher when you click **Email**. Click **View email** to go to the message detail page. On that page: - Click **Unlock Record** to make the message editable. - Click **Delete** if you want to discard the draft. - Click **Approve/Reject** in the Approval History related list to approve or reject the message. - Click **Reassign** to assign the approval to another supervisor. If you approve the message, it’s sent to the customer. If you reject it, you have the option of writing a note explaining why. This note appears above the publisher on the case page when the support rep clicks **Email**, along with a notice that the draft has been rejected. #### See Also - [Work with Draft Emails in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_draft_emails.htm&release=264.0.0&type=5 "With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages.") - [Add Functionality to the Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5 "Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes.") <!-- document id=b5244781eac98f29936fe23d1e990f092509a230ac2a31e84f6f93eaa0ef5ca4 url=/admin/current/en-us/service/264-0-0/es_ap_review_and_assign_permissions.md --> # Review and Assign Alumni Portal Permissions Users access Alumni Portal through supported editions, add-ons, and permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Required Add-Ons To access Alumni Portal, you need the Service Cloud Employee Hub Community User and Customer Community Plus Add-On licenses. ## Required Licenses Assign these licenses to your users: | License Name | License Type | permission set | | --- | --- | --- | | AlumniPortalCommunityUserPsl | User | Alumni Portal Community User | | KnowledgeUser | User | Einstein Knowledge Creation | | ProductCatalogManagementCCPsl | User | Product Catalog Management Customer Community User | #### See Also - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) <!-- document id=bbff2a2876703ae7cbddf8eeedd8302c62276cafb62d194e81595243d711b630 url=/admin/current/en-us/service/264-0-0/es_review_and_assign_employee_hub_permissions.md --> # Review and Assign Employee Portal Permissions Users access Employee Portal through supported editions, add-ons, and permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Required Add-Ons To access Employee Portal, you need the Service Cloud Employee Hub Community User and Customer Community Plus Add-On licenses. ## Required Licenses Assign these licenses to your users: | License Name | License Type | pERMISSION SET | | --- | --- | --- | | EmployeeHubCommunityUserPsl | User | Employee Hub Community User | | KnowledgeUser | User | Einstein Knowledge Creation | | ProductCatalogManagementCCPsl | User | Product Catalog Management Customer Community User | #### See Also - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) <!-- document id=51b1c10fabfafff8e54afdfbfd725641ace028b16da750b56ea474a7bc8aa733 url=/admin/current/en-us/service/264-0-0/es_review_and_assign_hr_service_workspace_permissions.md --> # Review and Assign HR Service Console Permissions Service representatives access HR Service Console in their Salesforce org through supported editions, add-ons, and permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Required Add-Ons The Service Cloud Employee Hub HR Service Workspace Add-On license is required to access HR Service Console. ## Required Licenses Assign these licenses to your users: | License Name | License Type | Permission set | | --- | --- | --- | | ContextServiceAdminPsl | User | Context Service Admin | | ContextServiceRuntimePsl | User | Context Service Runtime | | HrServiceWorkspaceHrPsnl | User | HR Service Workspace HR service personnel | | IndustriesServiceExcellencePsl | User | Industry Service Excellence | | KnowledgeUser | User | Einstein Knowledge Creation | | ProductCatalogManagementAdministratorPsl | User | Product Catalog Management Designer | | ProductCatalogManagementViewerPsl | User | Product Catalog Management Viewer | | ProductDiscoveryUserPsl | User | Product Discovery User | #### See Also - [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US) <!-- document id=1e7b735fa5d3919179262051ad9abcfd80eb379edb13d7cf969e00e47ac8f44e url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_close_issue.md --> # Review and Close a Compliance Issue As an issue owner, you're responsible for confirming that the resolver's work meets compliance requirements. Review the completed tasks and evidence, then either close the issue or move it again to the open state for additional work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d89792e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89792e72 ">To access Compliance Issue action plan tasks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89792e72 ">Compliance Admin permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This task assumes the resolver has completed all remediation tasks and moved the issue to Review status. To see the remediation workflow, see [Complete Remediation Tasks for a Compliance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_remediate_issue_execute.htm&release=264.0.0&type=5 "Execute the action plan associated with a compliance issue by completing each remediation task and uploading supporting files. As the resolver, you're responsible for working through each task on the action plan and providing evidence that the compliance gap has been addressed. Once all tasks are complete, move the issue to Review status so the issue owner can validate your work."). 1. From the App Launcher, find and select **Compliance Issues**. 2. From the Compliance Issues list view, filter by **Issue Status** equals **Review** to find issues awaiting your validation. 3. Open an issue, go to the **Tasks** tab and confirm every task on the attached action plan is marked complete. 4. To review any attached files to ensure the uploaded evidence supports closure, open a task and go to the **Related** tab. 5. Decide whether to close the issue or open it again if it needs more work. - If the evidence supports closure, click **Mark Issue Status as Complete** to close the issue. - If the evidence is incomplete or the fix isn't satisfactory, in the status path, select **Open** or **Remediation in Progress**, and then click **Mark Issue Status as Current Status**. A closed Compliance Issue retains its action plan, tasks, evidence, and history. Closed issues appear in list views and reports so auditors can trace the remediation back to the original finding. <!-- document id=57e1e4b1d117f15da30ceab225b42f9ea5c9306428c4fe526b77c30daef2b982 url=/admin/current/en-us/service/264-0-0/it_srvcs_review_close_evidence_requests.md --> # Review and Close Evidence Requests for IT Compliance Verify submitted evidence artifacts by previewing files, checking completeness, and setting each artifact's status to Accepted or Rejected. Once all artifacts are verified, mark the evidence request as Accepted to close out the request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101953e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101953e74 ">To review and verify evidence artifacts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101953e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> Reviewing evidence is the quality control gate in the audit workflow. Artifacts submitted by fulfillers move to **Submitted** status and wait for a compliance reviewer to inspect them. Reviewers preview the files inline, confirm the evidence meets the request's acceptance criteria, and either accept the artifact or reject it with feedback explaining what needs to be corrected. 1. From the App Launcher, open the **Evidence Hub** app and go to the **Compliance Evidence Requests** tab. 2. Open the evidence request you want to review. 3. Go to the **Artifacts** tab and open an artifact with status **Submitted**. 4. Preview the attached files to verify the evidence. 1. Go to the **Files** tab on the artifact record. 2. Open a file to launch the evidence artifact previewer. The file renders inline in the previewer dialog. You can navigate multi-page documents, zoom images, and play video files without downloading them. 3. Review the file's content against the original evidence request instructions to confirm the artifact satisfies the requirement. 4. Close the previewer and repeat for each file attached to the artifact. 5. Set the artifact verification status based on your review. - If the artifact is complete and accurate, set **Status** to **Verified - Accepted**. The artifact record and all attached files lock immediately. No further edits are allowed. The artifact is now part of the official audit record and external auditors can review it with confidence that it hasn't been altered since your verification. - If the artifact is incomplete or incorrect, set **Status** to **Verified - Rejected** and fill in the **Observation Statement** field. Explain clearly what's missing or incorrect so the fulfiller knows exactly how to fix the issue. If notifications are configured, the fulfiller receives a notification with your feedback. They can create a new artifact or correct the existing one and resubmit for review. 6. Repeat steps 3 through 5 for each artifact linked to the evidence request. 7. Once all artifacts on the request are verified and accepted, mark the evidence request as accepted. 1. Open the evidence request record. 2. Set **Status** to **Accepted**. All linked artifacts remain locked, and the request is ready for external audit review. ![Example: reviewing evidence for an offboarding SLA audit](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example: reviewing evidence for an offboarding SLA audit Rachel Anderson, an IT compliance analyst at Cumulus Bank, is reviewing the **End-to-End Offboarding SLA Report (Access Revocation)** evidence request. She opens the first artifact, **HRIS (Workday) Employee Termination Log (Last 30 Days)**, and clicks the Files tab. Opening the attached PDF launches the evidence artifact previewer. Rachel scans the termination log and confirms that the official termination dates and IT system deactivation timestamps align, proving that access was revoked within the 24-hour SLA. She closes the previewer and sets the artifact status to **Verified - Accepted**. The artifact and the PDF lock immediately. Moving to the second artifact, Rachel notices that the uploaded screenshot is blurry and doesn't clearly show the identity provider's user status. She sets the artifact status to **Verified - Rejected** and fills in the **Observation Statement**: **Screenshot resolution is too low to confirm user suspension. Please resubmit with a clear screenshot showing the user's status and the suspension timestamp.** The fulfiller receives Rachel's feedback and uploads a corrected screenshot. After verifying all four artifacts on the request and accepting each one, Rachel opens the parent evidence request and sets its status to **Accepted**. The request closes out, and the audit program manager can see on the audit's Evidence tab that this phase of the audit is complete. External auditors with read access to the compliance records can now review the verified artifacts. Because the artifacts are locked at the moment of verification, the evidence external auditors see is exactly what your compliance team accepted, preserving the chain of custody through the audit lifecycle. <!-- document id=1cca120ff6ad17d5c9f2a6b488cc4a1833fdfad66ca557da2ce485d22a5aeb69 url=/admin/current/en-us/service/264-0-0/reply_rec_publish.md --> # Review and Publish Replies After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44040e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e60 ">To publish and manage replies:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e60 "> <p>Create on quick text AND Manage Replies for Einstein Reply Recommendations AND View Setup and Configuration</p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;"> Customize Application</p> </td> </tr> </tbody> </table> After your model is built, the Einstein Reply Recommendations Setup page lists up to 100 common replies that Einstein has identified from your closed chats—that is, your actual service rep conversations! Review, curate, and publish these reply candidates to QuickText so they can be recommended to service reps. 1. On the Einstein Reply Recommendations page in Setup, select one or more replies to review. To view the full text, click a reply’s name. 2. Review and fine-tune the candidate replies to fit your company voice and service rep needs. Replace specific product names and customer information with merge fields, so that replies are applicable across chats. 3. To publish replies, select them and click **Publish Candidates to Quick Text**. ![Reply Recommendations setup with Publish Candidates to Quick Text highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_publish_replies_quick_text.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Although you can publish multiple replies at once, we recommend that you review each reply individually before you publish it. Because the replies are taken from closed chats with your customers, they could contain customer or service rep data. By reviewing each reply, you can remove personal information or similar replies, as well as fine-tune phrasing and tone. 4. Add information about the replies that you’re publishing, such as which Quick Text folder to save your replies in and the channels where they’re available. ![Publish reply to quick text window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_publish_multiple_replies.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44040e140">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44040e143">What to Do</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Record Type</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">If prompted, select a quick text record type to customize access to the replies. If you’re publishing multiple replies at once, the record type you select applies to all of them.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 "> <p>Quick Text Name </p> <p style="margin-bottom:0;">(single replies only)</p> </td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Optionally, change the reply’s name from an auto-generated number to something more meaningful.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 "> <p>Message </p> <p style="margin-bottom:0;">(single replies only)</p> </td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 "> <p>Optionally, update the text of the reply. For example, add a merge field, such as the contact’s name.</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_publish_single_reply.png" alt="Editing a reply's text"></span></p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Folder</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 "> <p dir="ltr">Select a quick text folder to store the replies in. If you don’t select a folder, replies aren’t added to a folder. We recommend creating one or more folders just for your published replies. </p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-warning"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png" alt="Important"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Important</span> Visibility to replies is set at the folder level. Service reps need access to the folder that you select to view the replies as recommendations or quick text. By using multiple folders, you can group replies—for example, designating replies as Tier 1 or Tier 2 support—and assign access accordingly.<p>If you don’t see the Folder field, <a href="https://help.salesforce.com/articleView?id=quick_text_share_lex.htm&language=en_US" target="_blank">turn on folder sharing</a> for quick text. Then, in the Object Manager in Setup, find the Quick Text object and add the Folder field to its page layout.</p> </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Category</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Select a quick text category. Categories are customizable and make it easier to search for quick text.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Channel</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Optionally, select which channels service reps can access and search for the replies as quick text. This option is separate from reply recommendations. Only Chat and Messaging support quick text.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Include in reply recommendations</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Select this option so that the replies can be recommended to service reps in the Einstein Replies console component.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e140 ">Include in selected channels</td> <td data-label="What to Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d44040e143 ">Selecting this option makes the replies available as quick text in your selected channels. If you select both <strong class="uicontrol">Include in reply recommendations</strong> and <strong class="uicontrol">Include in selected channels</strong>, service reps can see the replies as recommendations in the Einstein Replies component, and they can also search for the replies as quick text in the selected channels.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you don’t see the reply that you want, add your own reply from the Quick Text tab or include an existing Quick Text record. Go to the Quick Text record, and select **Include in Reply Recommendations**. 5. Click **Publish**. The replies’ status in the list changes from New to Published to Quick Text. After you publish your replies, give service reps access to reply recommendations and activate your model. <!-- document id=bca9ba24cce9b8e8d0f9660e7094415a0d127a82f4cde02df4ac3b3ee0b1772c url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_review_resolve_chng_conflicts.md --> # Review and Resolve Detected Change Request Conflicts Review and resolve detected change request conflicts to prevent overlapping work and maintain accurate change schedules. You can view conflicts directly on the change request record, where you can reschedule the request or mark conflicts as resolved or ignored. When change request conflict detection is turned on, the Conflicts Detected card is displayed directly on the change request record page. Change managers and fulfillers can use this card to review and act on conflicts in place, without navigating away from the change request record. 1. Open a change request. 2. Click the **Related** tab. 3. In the Change Request Conflicts section, review the detected conflicts. The change request record also displays a card showing the number of active conflicts. Active conflicts are conflicts that aren't marked as resolved, ignored, or system ignored. 4. To reschedule a conflicting change request, select **Reschedule Change Request** from the conflict action menu. 5. To mark a conflict as resolved, select **Mark Resolved**. 6. To ignore a conflict, select **Mark Ignored**. <!-- document id=d37bb48204aa37c396f602f2ba9005d50b8e07334bcd8b0791c57ee758502c0b url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_review_sync_logs.md --> # Review Configuration Management Database Sync Logs Monitor synchronization logs to track hardware asset and configuration item (CI) alignment. These logs show field-level updates and flag discrepancies or errors that need manual intervention. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note You need the IT Hardware Asset Management Inventory Auditor or System Administrator profile. 1. From the App Launcher, find and select **Configuration Management Item Sync Logs**. 2. Review log entries. Key fields include: - **Log Title**: A brief summary of the event (for example, "Asset–CI Sync Failed") - **Status**: Current state of the log entry - **Object Name**: API name of the specific entity, for example, Asset - **Related Object**: Hardware asset associated with the log entry - **Log Timestamp**: Date and time when the log entry occurred 3. To find issues that need attention, click the filter icon and set **Status** to **Error** or **Action Required**. #### See Also - [Resolve Asset and Configuration Item Sync Errors](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_resolve_sync_errs.htm&release=264.0.0&type=5 "Use the Configuration Management Item Sync Log to identify and resolve sync exceptions between hardware assets and configuration items (CIs). Address issues like duplicate matches or missing mandatory data to keep your Configuration Management Database (CMDB) accurate.") - [Coordinate IT Assets and Configuration Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_cmdb_sync.htm&release=264.0.0&type=5 "Synchronize your IT hardware assets and configuration items to maintain data consistency across tracking environments.") <!-- document id=a3afe2c51fd145e9e907668cda0f5126660cc2a89dd23f4cc840300a849f30c6 url=/admin/current/en-us/service/264-0-0/fs_go_default_settings.md --> # Review Default Salesforce Go Settings for Field Service To quickly start using Field Service, we recommend turning it on in Salesforce Go. When you turn on Field Service in Salesforce Go, these settings become active. ## Where To Find Salesforce Go In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for `Field Service`. ## Accounts & Contacts for Field Service Default Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e56">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e59">What It Does</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Clone Account page layout for Field Service</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Clones the Account page layout and assign it to the System Administrator profile. Creates layout named "System Administrator Account Layout".</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Update Account page layout</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">If no Account page layout exists, one is created for you. Adds the following elements to the page layout: Related Lists: Activity History, Assets, Associated Locations, Contacts, Cases, Files, Work Orders.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Set Account Lightning record page as the Field Service Console App default</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Assigns the specific Account Lightning Record Page as the default view for the Field Service Console app.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 "> <p style="margin-bottom:0;">Clone Contact page layout for Field Service</p> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Clones the Contact page layout and assign it to the System Administrator profile. Creates layout named "System Administrator Contact Layout".</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Update Contact page layout</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">If no Contact page layout exists, one is created for you. Adds the following elements to the page layout: Related Lists: Work Orders.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Set Contact Lightning record page as the Field Service Console App default</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Assigns the specific Location Lightning Record Page as the default view for the Field Service Console app.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Clone Location page layout for Field Service</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Clones the Location page layout and assign it to the System Administrator profile. Creates layout named "System Administrator Location Layout".</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Update Location page layout</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 "> <p style="margin-bottom:0;">If no Location page layout exists, one is created for you. Adds the following elements to the page layout: Related Lists: Assets, Child Locations, Product Items, Work Orders.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Set Location Lightning record page as the Field Service Console App default</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Assigns the specific Location Lightning Record Page as the default view for the Field Service Console application.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e56 ">Create "Work Orders with Accounts" report and report type</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e59 ">Creates "Work Orders with Accounts" report and report type.</td> </tr> </tbody> </table> ## Asset Creation Default Settings | Setting | What It Does | | --- | --- | | Update Technician/Dispatcher Perm Sets | Modifies Permission Sets to grant Read/Create/Edit access on the Asset object. | | Grant FLS on standard Asset fields | Grants Read/Edit Field Level Security (FLS) for standard fields. | | Clone and update Asset page layout | Creates and modifies a specific page layout for the Asset object. | | Create/Activate Asset Lightning record page | Assigns the Asset Lightning Record Page as the default for the Console app. | | Create site survey flow | Creates a new Flow for performing site surveys related to assets. | | Create Asset report | Creates a custom Report on the Asset object, grouped by Account and Location. | ## Data Capture Default Settings | Setting | What It Does | | --- | --- | | Add Forms related list to System Administrator Work Order layout | Adds the Forms related list to the Work Order page layout for System Administrators. | | Add Forms related list to Field Service Technician Work Order layout | Adds the Forms related list to the Work Order page layout for Field Service Technicians. | | Add Forms related list to System Administrator Work Order Line Item layout | Adds the Forms related list to the Work Order Line Item page layout for System Administrators. | | Add Forms related list to Field Service Technician Work Order Line Item layout | Adds the Forms related list to the Work Order Line Item page layout for Field Service Technicians. | | Add Forms related list to System Administrator Service Appointment layout | Adds the Forms related list to the Service Appointment page layout for System Administrators. | | Add Forms related list to Field Service Technician Service Appointment layout | Adds the Forms related list to the Service Appointment page layout for Field Service Technicians. | | Add access to Form, Work Plan, and Work Step fields in Field Service Resource Permissions permission set | Adds access to Form, Work Plan, and Work Step fields in Field Service Resource Permissions permission set. | | Create dynamic Data Capture page layouts | Creates and assigns specific page layouts for the Data Capture object. | | Update Field Service Resource permission set | Enables Lightning SDK for Field Service Mobile and Run Flow user permissions in the Field Service Resource Permissions permission set. | | Add the Form object to related page layouts | Adds the Form object to the page layout of parent records (work orders, work order line items, and service appointments), allowing you to directly link forms created in Flow Builder to those records. | | Inherit Parent Sharing | Determines if sharing is inherited from the parent record or configured manually in Sharing Settings. | | Onboard to Data Capture quickly with pre-built templates | Allows you to use the Automation Lightning App to browse available templates. | | Create Data Capture Auto-Association Rules (Beta) | Allows you to automatically link the right data capture forms to your service records when they are created. Set up intelligent rules that ensure the correct forms are associated based on your criteria. | ## Dispatcher Record Access Controls Default Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e420">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e423">What It Does</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e420 ">Set organization-wide default sharing to private for Field Service objects</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e423 ">Sets OWD for Field Service objects (WO, SA) to Private to restrict access.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e420 ">Let service resources access their dispatched service appointments and related work orders</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e423 ">Grants service resources Read/Write access to their dispatched appointments and related work orders.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e420 ">Check That Records Are Ready to Share</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e423 ">Allows you to check that the following settings are selected: “Enable User Territories sharing”, “Automatically populate user groups based on User Territory”, and “Share parent Work Order when Service Appointment is shared”.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e420 ">Share and Remove Record Access on a Schedule</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e423 ">Allows you to create user territory sharing jobs for each of the times zones you service. For each job, define the service territories included, customize the time horizon and frequency, then activate it.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e420 "> <p style="margin-bottom:0;">Create User Territories</p> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e423 ">Allows you to give dispatchers access to all records within specific service territories, </td> </tr> </tbody> </table> ## Document Builder Default Settings | Setting | What It Does | | --- | --- | | Create Document Builder templates | Creates templates for Work Orders, Service Appointments, and WOLI objects. | | Update page layouts | Modifies WO, WOLI, SA, and Work Type layouts to support document generation. | | Add signature types | Configures Customer and Technician signature capabilities for the service report. | ## Enhanced Scheduling & Optimization Insights Default Settings (Beta) | Setting | What It Does | | --- | --- | | Define Technician work parameters | Configures availability, operating hours, and work rules. | | Define Scheduling Priorities | Configures Scheduling Objectives and Policies. | | Set Default Scheduling Policies | Assigns default policies for Dispatchers and (optionally) Customers. | ## Field Service Mobile App Customizations Default Settings | Setting | What It Does | | --- | --- | | Create default mobile app configuration | Configures default tabs for your Field Service mobile app. | | Create mobile list views for Service Appointments | Creates the "My Jobs" and "My Open Service Appointments" list views and adds them to the Service Appointment mobile page layout. | | Update the Field Service Resource permission set | Grants read and edit access to the following permissions: Lightning SDK for Field Service Mobile, Custom Applications for Field Service Mobile System. | | Customize Service Appointment Mobile Page Layout | Creates and modifies a specific mobile page layout for the Service Appointment object. | | Customize Work Order Mobile Page Layout | Creates and modifies a specific mobile page layout for the Work Order object. | | Customize Work Order Line Item Mobile Page Layout | Creates and modifies a specific mobile page layout for the Work Order Line Item object. | | Customize Asset Mobile Page Layout | Creates and modifies a specific mobile page layout for the Asset object. | | Upload a Background Image | Allows you to upload your image as a static resource and give it a name. | | Create a Custom Attribute | Allows you to set up a custom attribute to use the static resource as the background image of users’ Profile tab. | | Set Up Branding Colors | Allows you to give the Field Service mobile app your company’s look and feel by customizing the colors used in the user interface. | | Migrate Settings to Another Org | Migrates any Data Capture flows you create by using DevOps Center. | ## Service Appointments Default Settings | Setting | What It Does | | --- | --- | | Create and activate the Service Appointment Lightning record page and set as the Field Service Console App default | Clones "FSL Service Appointment Layout" for Dispatchers, Technicians, and Admins. | | Update Service Appointment page layout for technicians | Adds the following elements to the page layouts Field: Account, Service Note, Service Territory | | Update Service Appointment page layout for dispatchers | Adds the following elements to the page layouts Field: Account, Service Note, Service Territory | | Update Service Appointment page layout for admins | Adds the following elements to the page layouts Field: Account, Service Note, Service Territory | | Add "En Route" to the Dispatched status category | Assigns "En Route" to the Dispatched status category to let your workforce indicate the status of a service appointment. | ## Service Contracts & Contract Line Items Default Settings | Setting | What It Does | | --- | --- | | Add the Service Contract related list to the Account page layout | Adds the Service Contract related list to the Account page layout. | | Add the Service Contract related list to the Contact page layout | Adds the Service Contract related list to the Contact page layout. | | Create Service Contract Lightning record page | Adds a lightning record page for Service Contract. | | Clone Contract Line Item page layout | If no Contract Line Item page layout exists, one is created for you. | | Add the Asset, Start Date and End Date fields to the Contract Line Item multi-line layout | Adds the Asset, Start Date, and End Date fields to the Contract Line Item multi-line page layout. | | Turn on field history tracking for Service Contracts | Enables tracking of changes made to fields on the Service Contract object. | | Grant access to the Service Contract object for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to Service Contract fields for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to the Contract Line Item object for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to Contract Line Item fields for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | ## Scheduling Policies Default Settings | Setting | What It Does | | --- | --- | | Define How and When Technicians Work | Allows you to add work rules to define criteria for which technicians are eligible for work. | | Define Your Scheduling Priorities | Allows you to add service objectives to indicate which scheduling KPIs and goals are most important to your business. | | Set a Default Scheduling Policy for Dispatchers | Allows you to select which scheduling policy dispatchers see by default. | | Set a Default Scheduling Policy for Customers | Allows you to select which scheduling policy defines the time slots available for customers to book appointments. | ## Scheduling and Dispatch Default Settings | Setting | What It Does | | --- | --- | | Schedule Appointments from a Record | Allows you to select use the “Book Appointment or Candidates” action to schedule service appointments for work orders, work order line items, accounts, assets, leads, opportunities, and from the service appointment record. | | Schedule Appointments from the Classic Dispatch Console | Allows you to select use the “Mass Schedule” action or add service appointments onto the Gantt to schedule service appointments from the Field Service Classic Dispatch Console. | | Schedule Appointments Automatically | Allows you to select use Auto Schedule to find the best available time slot based on your scheduling policy. | | Prevent Scheduling Overlaps | Allows you to select use Drip Feed to wait for a service appointment to be completed before scheduling another. | | Handle Emergency Appointments | Allows you to select use the Emergency action on a service appointment to see the closest technicians on a map. | ## Service Resources & Dispatchers Default Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e1089">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d165520e1092">What It Does</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1089 ">Create and activate the Service Resource Lightning record page and set as the Field Service Console App default</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1092 ">Assigns the SR Lightning Record Page as the default for the Console.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1089 ">Update Service Resource page layout for technicians</td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1092 ">Adds the following elements to the page layouts: Fields: name, Resource Type, Related Lists: Related File List, Related Note List, Action: New Case</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1089 "> <p style="margin-bottom:0;">Update Service Resource page layout for dispatchers</p> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1092 ">Adds the following elements to the page layouts: Fields: name, Resource Type, Related Lists: Related File List, Related Note List, Action: New Case</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1089 "> <p style="margin-bottom:0;">Update Service Resource page layout for admins</p> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d165520e1092 ">Adds the following elements to the page layouts: Fields: name, Resource Type, Related Lists: Related File List, Related Note List, Action: New Case</td> </tr> </tbody> </table> ## Service Territories Default Settings | Setting | What It Does | | --- | --- | | Clone Service Territory page layouts and assign to admin, dispatchers, and technicians | Clones the Service Territory page layout and assigns it to the System Administrator, Dispatcher, and Technician profiles. | | Create and activate the Service Territory Lightning record page and set as the Field Service Console App default | Creates and assigns the Service Territory Lightning Record Page as the default view for the Field Service Console app. | | Update Service Territory page layout for technicians | Adds the following elements to the page the layouts: Fields: Travel Mode, Created By, Description, Average Travel Time (in minutes), Active. Related Lists: Service Territory Members. | | Update Service Territory page layout for dispatchers | Adds the following elements to the page the layouts: Fields: Travel Mode, Created By, Description, Average Travel Time (in minutes), Active. Related Lists: Service Territory Members. | | Update Service Territory page layout for admins | Adds the following elements to the page the layouts: Fields: Travel Mode, Created By, Description, Average Travel Time (in minutes), Active. Related Lists: Service Territory Members. | | Create Service Territories | Allows you to define additional service territories. | | Generate Service Territory Import Template | Allows you to download the service territory template to make sure your data is in the right format. | | Upload Service Territories | Allows you to upload a CSV file of previous service territories and map it to your Salesforce object model. | ## Work Orders Default Settings | Setting | What It Does | | --- | --- | | Create Case to Work Order flow | Automates the creation of a Work Order from a Case record. | | Create quick action to launch Case to Work Order flow | Adds button on Case layout to trigger the Case-to-Work-Order flow. | | Create and activate the Work Order Lightning record page and set as the Field Service Console App default | Assigns the Work Order Lightning Record Page as the default for the Console. | | Update Work Order page layout for technicians | Adds the following elements to the page layouts: Fields: Asset, Case, Location, Service Territory Related Lists: Products Consumed, Service Reports, Products Required, Time Sheet Entries | | Update Work Order page layout for dispatchers | Adds the following elements to the page layouts: Fields: Asset, Case, Location, Service Territory Related Lists: Products Consumed, Service Reports, Products Required, Time Sheet Entries | | Update Work Order page layout for admins | Adds the following elements to the page layouts: Fields: Asset, Case, Location, Service Territory Related Lists: Products Consumed, Service Reports, Products Required, Time Sheet Entries | ## Work Types & Skills Default Settings | Setting | What It Does | | --- | --- | | Turn on "Generate Work Plans and Work Steps from templates and selection rules" | Enables the generation of Work Plans and Work Steps from pre-defined templates and selection rules. | | Add Work Plan component to Work Plan Lightning record page | Adds the Work Plan component to the Work Plan Lightning record page. | | Update Work Order page layout for technicians | Adds the Work Plan related list to the Work Order page layout for technicians. | | Update Work Order page layout for admins | Adds the Work Plan related list to the Work Order page layout for admins. | | Add Work Plan component to Work Order Line Item Lightning record page | Adds the Work Plan component to the Work Order Line Item Lightning record page. | | Update Work Order Line Item page layout for technicians | Adds the Work Plan related list to the Work Order Line Item page layout for technicians. | | Update Work Order Line Item page layout for admins | Adds the Work Plan related list to the Work Order Line Item page layout for admins. | <!-- document id=d078843bd221668d2fbeed82cc96eb701ce4a767d01c16f3321d36697d38df73 url=/admin/current/en-us/service/264-0-0/field_service_customer_default.md --> # Review Default Settings for Accounts and Contacts Start your field service implementation by understanding the default, out-of-the-box logic that drives customers, accounts, and contacts. Manage the who and where for your assets with accounts and contacts on your team to deliver the right service every time. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Clone Account page layout for Field Service | Creates a new page layout specifically for the Account object. | | Update Account page layout | Modifies the newly cloned Account page layout to include relevant Field Service fields/components. | | Set Account Lightning record page as default | Assigns the specific Account Lightning Record Page as the default view for the Field Service Console application. | | Clone/Update Contact and Location layouts | Creates and modifies specific layouts for Contact and Location objects. | | Create 'Work Orders with Accounts' report | Creates a custom Report Type to join Work Order and Account data. | Configuration Actions Taken: - Clone Account, Contact, and Location page layouts for Field Service. - Update the cloned layouts to include relevant fields and components. - Set Lightning record pages for Account, Contact, and Location as the default for the Field Service Console App. - Create "Work Orders with Accounts" report and report type. <!-- document id=5932b6a1414c953f07c3a5534c649bf7fc20d4164edbea423df9418d7aeb9984 url=/admin/current/en-us/service/264-0-0/field_service_go_asset_default.md --> # Review Default Settings for Assets Start your field service implementation by understanding the default, out-of-the-box logic that drives assets. ## Asset Creation Provide accurate and efficient support by tracking customer equipment and its lifecycle. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Update Technician/Dispatcher Perm Sets | Modifies Permission Sets to grant Read/Create/Edit access on the Asset object. | | Grant FLS on standard Asset fields | Grants Read/Edit Field Level Security (FLS) for standard fields. | | Clone and update Asset page layout | Creates and modifies a specific page layout for the Asset object. | | Create/Activate Asset Lightning record page | Assigns the Asset Lightning Record Page as the default for the Console app. | | Create site survey flow | Creates a new Flow for performing site surveys related to assets. | | Create Asset report | Creates a custom Report on the Asset object, grouped by Account and Location. | Configuration Actions Taken: - Update Field Service Technician and Dispatcher permission sets. - Grant read and edit access on all standard Asset fields. - Clone and update the Asset page layout. - Create and activate an Asset Lightning record page as the Console app default. Details of Configuration Actions Taken: - **Object Permissions:** Grant Read, Create, and Edit access on the Asset object to Technicians and Dispatchers. - **Field Level Security:** Grant Read/Edit FLS for standard fields on the Asset object. - **Automation:** Create a site survey flow for asset-related surveys. - **Analytics:** Create a report of all assets grouped by account and location. <!-- document id=931bd39e6cb8544b939bad429a0d88926cafd0dfa49d17be78ff55f5d63312c2 url=/admin/current/en-us/service/264-0-0/field_service_go_knowledge_default.md --> # Review Default Settings for Knowledge Start your field service implementation by understanding the default, out-of-the-box logic that drives the Knowledge feature. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Create View Knowledge permission set | NA | | Assign View Knowledge permission set to Field Service Technician and Dispatcher permission set groups | NA | | Update Work Order page layout for technicians | NA | | Update Work Type page layouts | Adds Articles related list to Work Type page layouts. | | Add Knowledge component to Work Type Lightning record pages | NA | <!-- document id=b1a9694b810dceb40b1efae59dc24e3736a7aeb25db8e8d5a8f338cff68b94fc url=/admin/current/en-us/service/264-0-0/field_service_go_scheduling_default.md --> # Review Default Settings for Scheduling and Dispatch Start your field service implementation by understanding the default, out-of-the-box logic that drives scheduling and dispatch. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Schedule Appointments from a Record | Use the “Book Appointment or Candidates” action to schedule service appointments for work orders, work order line items, accounts, assets, leads, opportunities, and from the service appointment record. | | Schedule Appointments from the Classic Dispatch Console | Use the “Mass Schedule” action or add service appointments onto the Gantt to schedule service appointments from the Field Service Classic Dispatch Console. | | Schedule Appointments Automatically | Use Auto Schedule to find the best available time slot based on your scheduling policy. | | Prevent Scheduling Overlaps | Use Drip Feed to wait for a service appointment to be completed before scheduling another. | | Handle Emergency Appointments | To dispatch work immediately during an emergency, use the Emergency action on a service appointment to see the closest technicians on a map. | <!-- document id=d68426fe4cb3e8e8c07ffbc17d5bd5bcfad559981550492cdda26eff47e89778 url=/admin/current/en-us/service/264-0-0/field_service_go_coverage_default.md --> # Review Default Settings for Service Contracts Start your field service implementation by understanding the default, out-of-the-box logic that drives service contracts. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Add the Service Contract related list to the Account page layout | NA | | Add the Service Contract related list to the Contact page layout | NA | | Create Service Contract Lightning record page | Adds a lightning record page for Service Contract. | | Clone Contract Line Item page layout | If no Contract Line Item page layout exists, one is created for you. | | Add the Asset, Start Date and End Date fields to the Contract Line Item multi-line layout | NA | | Turn on field history tracking for Service Contracts | NA | | Grant access to the Service Contract object for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to Service Contract fields for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to the Contract Line Item object for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | | Grant access to Contract Line Item fields for Admin, Dispatcher, and Technician profiles | Assigns read and edit access to the Admin profile, and read access to the Dispatcher and Technician profiles. | <!-- document id=eb6cf7e664a5b22adbf1c69785c33a2b024332ac59d742c9a59d35ab98ff7fb3 url=/admin/current/en-us/service/264-0-0/field_service_go_work_plans_default.md --> # Review Default Settings for Work Plans Start your field service implementation by understanding the default, out-of-the-box logic that drives work plans. | Deployment Step | Description of Step (Object/Perms/Config) | | --- | --- | | Prevent Scheduling Overlaps | Use Drip Feed to wait for a service appointment to be completed before scheduling another. | | Turn on "Generate Work Plans and Work Steps from templates and selection rules" | NA | | Add Work Plan component to Work Plan Lightning record page | NA | | Update Work Order page layout for technicians | Adds Work Plan related list to the Work Order page layout for technicians. | | Update Work Order page layout for admins | Adds Work Plan related list to the Work Order page layout for admins. | | Add Work Plan component to Work Order Line Item Lightning record page | NA | | Update Work Order Line Item page layout for technicians | Adds Work Plan related list to the Work Order Line Item page layout for technicians. | | Update Work Order Line Item page layout for admins | Adds Work Plan related list to the Work Order Line Item page layout for admins. | <!-- document id=1416be5f4c278f2bd70f294e6726c939bdd16ab0a04af5cb7f8800c847b79f62 url=/admin/current/en-us/service/264-0-0/fs_asp_review_einstein_predictions.md --> # Review Einstein Predictions for Asset Service Prediction Review batch data transformations, model predictions, and metrics in Einstein Studio to better understand how your data is being used and how your models are performing. ## Review and Refine Your Model - **Go to Einstein Studio** to access your newly created prediction model. - **Assess Model Performance**: Review the model metrics to understand its accuracy and effectiveness. If the performance isn't meeting your expectations, the next steps are to check your data. - **Ensure Sufficient Data**: AI models require enough data to learn effectively. Einstein Studio needs a **minimum of 400 records** (historical asset repairs) to generate a model. If you have fewer than 400 records, go to the **AssetServiceActionCreation** data transform and adjust the filters to broaden the date range, pulling in more historical repair data. - **Improve Model Quality**: - **Data Quality is Key**: Investigate your source data for any inconsistencies or errors that could be impacting model performance. - **Optimize Variables:**: For better results, enhance your model by editing it in Einstein Studio to exclude variables that are not necessary for making predictions. **Retrain the Model:** After making any changes to your data or model configuration, re-run the relevant Batch Data Transforms (BDTs) to retrain the model with the updated information. ## Interpretation of Results The **Predicted Is Subsequent Likely** score indicates the probability of the outcome is true. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example For example, if the outcome for the model was set as **Maximize isSubsequentLikely** and the score = 0.7, there’s a 70% chance that the set of inputs achieve the desired outcome. Binary classification models also have a **Threshold** parameter that allows you to interpret the score as true or false. In the below example, if the threshold was set at 0.79, then a score of 0.3 = FALSE, and a score of 0.79 or greater = TRUE. ![prediction card](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/asp_prediction_card.png) <!-- document id=3510e04e94f6b716959c20aa5e3e9ef38dd389152b6a14cac3c65d2e1f413499 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_review_maj_inc.md --> # Review Major Incidents for IT Services Review proposed major incidents and approve or reject them based on business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54840e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54840e72 ">To review major incidents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54840e72 ">Major Incident Manager</td> </tr> </tbody> </table> After a major incident is proposed, an email notification is sent to the designated major incident managers. 1. Open the email and click the link to access the approval record. 2. On the approval page, locate the approval work item in the section on the right. - To approve, select **Approve**, enter decision comments, and click **Finish**. - To reject, select **Reject**, enter decision comments, and click **Finish**. 3. Refresh the screen to view the updated status. - If approved, a banner appears at the top of the record, and the major incident status is updated to **Approved**. - If admins have enabled the setting, a problem is automatically created and associated with the incident. - As the situation evolves, approved major incidents can be demoted back to standard incidents if business impact or severity decreases. When this happens, a banner on the incident record notifies the incident owner and stakeholders of the status change. <!-- document id=7035937bf962ce7ce411b2bb36733a933646d59b98d411c3f20a6a3516e7855d url=/admin/current/en-us/service/264-0-0/workforce_engagement_review_your_performance_rep_view.md --> # Review Rep Performance (Rep View) Service reps can view their own scores on individual records to understand their performance feedback. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90820e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90820e60 ">To view your own evaluations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90820e60 ">Quality Viewer</td> </tr> </tbody> </table> 1. From the **Voice Calls**, **Messaging Sessions**, or **Cases** tab, open a record you participated in. 2. Find the **Quality Management** component to view your score and performance. 3. Click **View Assessment** to see the detailed answers and comments provided by the analyst. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For security and performance sensitivity, reps can only view their own scorecards and can’t edit the evaluation. <!-- document id=cd46b34ec5dcb257f1196f4921d1147d3ad516a126462a693fde318366ab19f5 url=/admin/current/en-us/service/264-0-0/workforce_engagement_review_team_performance_supervisor_view.md --> # Review Team Performance (Supervisor View) To identify high-level trends and specific reps who require more training, supervisors use aggregated reports. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91946e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91946e60 ">To view quality dashboards and team reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91946e60 ">Quality Analyst</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Command Center for Service**, and go to **Dashboard**. 2. Select a Dashboard and go to Reports and open the **Rep Quality Scores by Category** report. 3. Review the report to see how reps are performing across different categories (e.g., Information Accuracy, Compliance). The report uses these indicators based on the score. | Indicator | Quality Score | Recommended Action | | --- | --- | --- | | Red | Below 50% | Requires more coaching | | Yellow | Between 50% and 75% | Needs improvement | | White | Above 75% | Good performance–no action needed | 4. To view the full interaction and the quality analyst's feedback, click ![down arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/down_120.png)and **View Assessment** or the related voice call or messaging session. <!-- document id=47f9282dbe79bad7991cefe9f3d22f8c9def9fd819ccac45d424fafcaad7dc90 url=/admin/current/en-us/service/264-0-0/pfs_activity_reports.md --> # Review the History of Scheduling and Optimization Requests with Activity Reports Get information on scheduling and optimization requests that you run. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Activity Reports lets Salesforce admins easily monitor the activities and processes that they initiate in their Salesforce org. It provides information in one location about all your scheduling and optimization requests and shows you their status to help you identify issues and resolve them quickly. With Activity Reports, you can generate a report for specific request types and easily identify whether they succeeded or failed. For example, generate a report on a Global Optimization request that failed. The report output details the reasons for the failure, allowing you to take action and troubleshoot the issue quickly. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Activity Reports is available only when you’re using Enhanced Scheduling and Optimization. ![Activity Reports UI](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_activity_reports.png) - **[Set Up Activity Reports](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports_set_up.htm&release=264.0.0&type=5)** Configure your Activity Reports settings and learn about its limitations and considerations. - **[Generate Activity Reports](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports_generate.htm&release=264.0.0&type=5)** Generate activity reports for specific request types to view information related to their status. You can generate a report for a request type that succeeded, failed, or both. <!-- document id=5059dd70be550d62a93edf0d26b22d44e6f0b82c7b975c4a6c2f2a856240c0c5 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_prereq_studio.md --> # Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder Make sure to complete these steps before creating your agents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> If you’ve used Salesforce Go to set up your agent, all of these steps are already completed and you can skip to [connecting the agent to your messaging channel](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&release=264.0.0&type=5 "Now that you’ve created your agent, you’re ready to connect it to your messaging channel."). 1. Make sure that Field Service is enabled. 2. [Set up Einstein generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Data 360 setup isn’t required for Autonomous Scheduling. 3. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 4. Make sure that the names and descriptions of your work types are as detailed and accurate as possible. The AI agent uses these details to find the most accurate work type for each request. For example, a work type named Installation can have this description, “Setting up new appliances, including proper connection to power, water, or gas lines, and ensuring the appliance is fully operational.” 5. Make sure your agent can assign service territories to service appointments by implementing a service territory classification mechanism, for example, you can use [map polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&release=264.0.0&type=5 "Set up and configure map polygons so you can draw your own territories directly on the map."). Also, make sure service territories have active service territory members. 6. Make sure that you have a Scheduling Policy. By default, the agent uses the Customer First scheduling policy, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you’ve modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the [Match Time Rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_time.htm&release=264.0.0&type=5 "Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date.") work rules for the scheduled start and scheduled end of appointments. See [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction."). 7. Make sure that status transitions are set up. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5 "The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status."). 8. Make sure that you have a [messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&type=5&language=en_US) channel where your customers can start conversations with the Customer-Initiated Scheduling agent. You can use an existing messaging channel or create a new one. The agent can connect to any of the messaging channels that Agentforce Service agents support. 9. Make sure that you have a fallback queue for escalated conversations. You can use an existing queue or create a new one. <!-- document id=d4c962d20362fc0cabcbe198a81d98d27f8209911ee08daeefaa864c9608592f url=/admin/current/en-us/service/264-0-0/reviewing_solutions.md --> # Reviewing Solutions Solution managers, administrators, and users with the “Edit” permission on solutions can review existing solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d34283e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34283e55 ">To review solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34283e55 ">Edit on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34283e55 ">To publish solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34283e55 ">Manage Published Solutions</td> </tr> </tbody> </table> Solution managers, administrators, and users with the “Manage Published Solutions” can publish solutions. 1. Click **Edit** on the solution detail page. 2. Edit the necessary information, and change the Status to Reviewed. 3. Optionally, check Visible in Public Knowledge Base to make the solution available to users accessing public solutions. This field only applies to solutions, not articles in the public knowledge base. 4. Click **Save**. For organizations with multilingual solutions, if you modify a master solution that has translated solutions, the Translated Solutions Status page displays. From there, you can adjust the statuses of translated solutions and notify users to update those translations. #### See Also - [Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5 "An alphabetical list of solution fields.") - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") - [Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5 "Use solution categories to group similar solutions together. Each solution can belong to more than one category.") <!-- document id=36735eeada9ebfcae894e1b2d5805083f176bf20f8d8ae326995e7e3579a098d url=/admin/current/en-us/service/264-0-0/knowledge_creation_einstein_edits.md --> # Revise Your Knowledge Articles with Einstein Use Einstein generative AI to revise fields on your Knowledge articles and with predefined styles. Predefined styles can improve the grammar, conciseness or readability of your articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62385e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62385e59 ">To revise knowledge articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62385e59 "> <p>Einstein Knowledge Creation user license AND</p> <p>Knowledge User AND</p> <p>Einstein Knowledge Creation permission set AND</p> <p style="margin-bottom:0;">Prompt Template License permission set AND</p> <p style="margin-bottom:0;">Prompt Template User permission set </p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62385e59 ">To publish revised articles: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62385e59 ">Publish Articles for the article’s type</td> </tr> </tbody> </table> 1. For the Knowledge article that you want to revise, from the quick action menu, select **Edit**. 2. From the toolbar, click **Revise with Einstein**. 3. From the dropdown menu, choose a focus area for your revision. ![Knowledge edits with the revise menu open.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/knowledge_creation/console_knowledge_edits.png) - **Revise for Conciseness** simplifies the language by removing filler words, qualifiers, and repetitive information. - **Revise for Grammar** corrects all typos, grammatical mistakes, spelling errors, and misplaced punctuation. - **Revise for Readability** uses clear and simple language, converts passive voice to active voice, removes redundancies, reformats appropriate information with bullet points or lists, and rearranges text for better flow. After an article is revised, agents with Publish permission on the article’s type can review and publish the updated article. #### See Also - [Create a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_build_template.htm&type=5&language=en_US) - [Create a Field Generation Prompt Templat](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_create_field_gen_prompt_template.htm&type=5&language=en_US) <!-- document id=2332c8d664a1de1e980718c8cf45772e1dcb1df3141cd169f97e7786673b887b url=/admin/current/en-us/service/264-0-0/knowledge_rich_text_considerations.md --> # Rich Text Fields in Knowledge Articles Use a range of formatting options when you create article content in custom rich text fields. Rich text fields in Knowledge use a different editor than other custom objects. The CKEditor for Knowledge articles is packed with extra features and works differently than other rich text fields. Some features are available only in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Knowledge article rich text area fields offer these extra functions in addition to the standard functions like lists, fonts, and formatting. - Toggle to source view—edit HTML for complete control of your content - Use smart links and anchors—link to the latest version of other Knowledge articles, or create anchors within an article - Embed multimedia content - Use HTML tables ## Considerations for Rich Text Fields in Knowledge When you paste content from a web page or another source into the editor, or if you edit the source HTML directly, unsupported tags are removed when you save the article. You don't receive a warning when code is removed. Lightning Knowledge supports more styles than Salesforce Classic. For example, when you use the `style` attribute in Lightning Experience, only the following attributes are removed: `background-image`, `position`, and `z-index`. Your Salesforce admin can choose whether rich text fields load automatically when users edit an article. To load the rich text editor automatically, go to **Setup** | **Knowledge Settings** and enable Automatically load rich text editor. Some types of content are removed when rich text fields are used with other features, like when you share Knowledge articles in communication channels. For example, emails don't support embedded videos and conversations via chat, social posts, and messaging support only plain text. Table properties like cell width or row height can prevent users from seeing the contents in table cells. For example, images that are too wide for the table aren't shown. You can adjust the table properties until the content appears, such as by setting the width to 100% instead of a fixed value or reducing the image size. The rich text editor loads in an iframe. To load the editor correctly in an iframe, your browser must use appropriate security settings. #### See Also - [Rich Text Editor](https://help.salesforce.com/s/articleView?id=platform.fields_using.htm&type=5&language=en_US) - [Editing Rich Text Area Fields in Records](https://help.salesforce.com/s/articleView?id=platform.fields_using_rich_text_area.htm&type=5&language=en_US) - [Rich Text Area Field Considerations](https://help.salesforce.com/s/articleView?id=platform.fields_rich_text_area_limitations.htm&type=5&language=en_US) - [Set Up Actions to Insert Articles into Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_insert_article_content_email.htm&release=264.0.0&type=5 "With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles.") <!-- document id=0c5d5c57b1eb7e59480e889ed0e427a03b1f88ccc3a34cb8623e7e723fe1f4ae url=/admin/current/en-us/service/264-0-0/it_srvcs_risk_mgmt.md --> # Risk Management Identify, assess, and mitigate IT threats in a single, unified workspace. Your compliance team can register risks from a curated scenario library, calculate the risk score based on stakeholder evaluations, map mitigating controls and policies, and treat them with predefined action plans. Monitor the organization's risk posture in real time with dashboards, heat maps, and automous background actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Risk Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_risk_mgmt.htm&release=264.0.0&type=5)** As an admin, complete the setup tasks to configure Risk Management for your org. Enable the features, tur on advanced features that power automation, and assign permission sets so your compliance teams can start managing risks. - **[Manage Risks for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_work_with_risk_mgmt.htm&release=264.0.0&type=5)** Move risks through their full lifecycle in one place, from spotting a new threat to closing the loop. Capture risks from a curated scenario library, score them automatically with the Business Rules Engine, link the controls and policies that mitigate them, and assign treatment plans your team can act on. <!-- document id=83a0c38ba7cf9a6db3815302a37aa6868cfc648bd82802384e87c8fc2043aa71 url=/admin/current/en-us/service/264-0-0/it_srvcs_risk_mgmt_workflow.md --> # Risk Management Workflow for IT Compliance Follow how a compliance team identifies, evaluates, and mitigates compliance risks that threaten regulations and policies. See how risks are linked to controls that reduce risk severity, and how risk scores update dynamically as controls pass or fail tests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Compliance risks represent potential failures to meet regulations or policies. A risk describes what could go wrong (such as unauthorized access to customer data), what regulations or policies would be breached, and which business operations processes would be impacted. ## End-to-End Example: Over-Privileged Access Risk Follow how Sarah, a Compliance Administrator, and Maria, a Risk Owner, identify and manage a compliance risk that threatens policy for Least Privilege requirements. ## Phase 1: Identify and Register the Risk Sarah opens the Risk Scenario Library to find a template for access control risks. She selects the Over-Privileged Access to Sensitive Data scenario, which provides a standardized description and suggested likelihood/impact ratings based on similar risks in other organizations. She creates a Compliance Risk called Over-Privileged Access to Customer Data based on the scenario template. The risk describes the threat that IT personnel could gain unauthorized access to customer data due to excessive permissions in production systems. Sarah assigns Maria, the IT Director, as the risk owner. Maria is responsible for ensuring mitigating controls are in place and responding when the risk materializes. Sarah sets the risk category to Access Control and the status to Identified. The risk has not yet been evaluated or scored. ## Phase 2: Define Risk Scope Sarah creates a Risk Scope record to define what this risk threatens and which safeguards protect it. She uses junction records to create traceable links: - Business process mapping: Link the risk to the Customer Data Processing business operations process. This mapping shows which operational workflow the risk threatens. - Risk Scope Type: Apply a Risk Scope to the risk by using a Risk Scope Type that categorizes what's at risk — for example, the Configuration Item Risk Scope Type pointing to the production AWS accounts tracked in the CMDB. If a suitable Risk Scope Type doesn't exist yet, Sarah creates one first. See [Define and Apply Risk Scope for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_scope.htm&release=264.0.0&type=5 "Define the categories of IT assets, business units, and vendors your team uses to scope risks, and then associate the right scope to each risk record so its impact is grounded in real-world context."). - Policy mapping: Link the risk to the Data Access Policy: RBAC with Least Privilege policy clause. The risk represents a potential violation of the internal policy. - Asset mapping: Link the risk to production AWS accounts tracked as assets in the CMDB. This mapping shows which specific systems are vulnerable. - Control mapping: Link the risk to the RBAC Enforcement Check control version. This control is designed to mitigate the risk by verifying that access rights match job functions. She assigns a control effectiveness rating of 80%, indicating that when the control is operating correctly, it reduces the risk's impact by 80%. ## Phase 3: Evaluate the Risk Sarah creates a Compliance Risk Evaluation to formally assess the risk. She sets the evaluation date to the current date and the methodology to Stakeholder Survey. Sarah creates a Compliance Risk Assessment using Salesforce Surveys. The survey includes two key questions: - Likelihood: "How likely is it that IT personnel will gain unauthorized access to customer data due to over-privileged access?" (Scale: 1 = Very Low, 5 = Very High) - Impact: "If unauthorized access occurs, how severe would the impact be on customer trust, regulatory compliance, and business operations?" (Scale: 1 = Very Low, 5 = Very High) Sarah sends the survey to Maria (IT Director) and three other stakeholders: the CISO, the Head of Cloud Infrastructure, and the Compliance Manager. Each stakeholder receives an email notification with a link to the survey. All stakeholders complete their assessments. The average likelihood rating is 3 (Medium) and the average impact rating is 4 (High). ## Phase 4: Calculate Risk Scores After all stakeholders submit their survey responses, Sarah reviews the aggregated feedback and calculates the risk scores using the Business Rules Engine. Inherent risk is the natural severity of the risk without any controls applied. The formula is: `Inherent Risk = Likelihood × Impact` Based on the survey results, the inherent risk score is calculated as 12 which falls in the High range (10-15). This means that without any controls, the Over-Privileged Access risk poses a significant threat to the organization. Residual risk is the remaining severity after controls are applied. The formula is `Residual Risk = Inherent Risk × (1 - Control Effectiveness)`. The RBAC Enforcement Check control is linked to the risk with an 80% effectiveness rating. The calculated residual risk score of 2.4 falls in the Low range (0-5). This means the RBAC control is effectively reducing the risk from High to Low. Sarah records both scores in the Compliance Risk Evaluation recordand updates the record status to Completed. ## Phase 5: Review AI-Generated Risk Summary Sarah generates a Risk Summary to create an AI-powered narrative explaining the risk drivers and scoring rationale. The summary identifies three risk drivers: periodic audits detected excessive permissions, production systems contain sensitive data subject to compliance regulations, and cloud infrastructure growth makes manual audits harder. The summary confirms the RBAC control's 80% effectiveness reflects its testing history (8 out of 10 tests passed) and recommends continuing quarterly testing plus continuous monitoring. Because residual risk is Low, no immediate treatment is required. ## Phase 6: Continuous Monitoring and Heat Map Sarah configures a background monitoring agent to watch for new users, IAM role changes, and control test failures. When detected, the agent triggers a new risk evaluation and notifies Maria. Sarah reviews the risk on the Risk Heat Map dashboard. The heat map plots risks by likelihood and impact, color-coding the Over-Privileged Access risk as Low (green) based on its residual risk score of 2.4, showing controls are effectively mitigating the threat. ## Phase 7: Control Failure Triggers Dynamic Risk Update In Q2, the RBAC control fails its quarterly test. Three users have over-privileged access. The system automatically updates the risk: - Control effectiveness drops to 0% - Residual risk recalculates: `12 × (1 - 0.00) = 12 (High)` - Maria receives an alert that residual risk increased from 2.4 to 12 - Heat map changes from green to red - Background agent creates a Compliance Finding ## Phase 8: Risk Treatment Plan Sarah creates a Risk Treatment Plan using the Access Rights Remediation template. The template includes tasks to review access rights, revoke excessive permissions, document changes, rerun the test, and upload evidence. Maria's team completes the remediation. When the retest passes: - Control effectiveness restores to 80% - Residual risk recalculates: `12 × (1 - 0.80) = 2.4 (Low)` - Maria receives confirmation that risk decreased from 12 to 2.4 - Heat map returns to green Sarah closes the treatment plan and marks the risk status as Mitigated. ## Risk Hierarchy and Parent-Child Relationships Establish parent-child relationships where one high-level parent risk rolls up multiple child risks. For example, a parent risk called Global Data Center Security Vulnerabilities can link to child risks for specific servers (Outdated OS on Server A) and firewalls (Expired TLS Certificates on Perimeter Firewalls). The system automatically rolls up child risk scores to the parent. Executives see the aggregated score while IT teams drill down to specific systems. When a child risk's score increases due to a control failure, the parent risk score updates automatically. <!-- document id=9e513012886d73b136f8e9437cc51c4477e716fa01dd5b6d5b966d6cc7af5913 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_work_with_risks_action_plan.md --> # Risk Treatment for IT Compliance After a risk is scored, your team picks a strategy for handling it, such as mitigating the threat, accepting it, transferring it to a third party, or avoiding the activity that creates it. Each strategy can be associated with an Action Plan Template that turns the decision into a concrete set of tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> When a risk is identified and scored, your organization must make a strategic decision on how to handle it. To accelerate this remediation phase, Agentforce IT Service provides four out-of-the-box Action Plan Templates categorized under the "Compliance" plan type. These templates correspond to standard industry risk treatment strategies. When attached to a risk record, they automatically generate the specific baseline tasks your IT team needs to execute that strategy. ## Mitigate (or Reduce) Risk Use this template when you need to actively lower the threat's likelihood or impact to an acceptable level. - When to use: The risk score is too high to ignore, but the underlying IT asset or business process is essential. - What it does: Generates tasks focused on control identification and mapping. It prompts your team to either link existing safeguards from your Control Library to the risk or design and implement new protective measures (like deploying new security software or updating an incident response plan). - Generated tasks: - Identify and link existing controls from the Control Library to the risk. - Design and implement new protective controls or technical safeguards. - Update related incident response procedures. - Schedule a follow-up evaluation to verify control effectiveness. ## Accept Risk Use this template when the cost or effort of mitigating the risk outweighs the potential damage of the threat itself. - When to use: The risk has a very low residual score, or leadership formally acknowledges the vulnerability and accepts the potential consequences. - What it does: Generates tasks focused on documentation and continuous monitoring rather than active remediation. It ensures the risk is officially acknowledged, a rationale is recorded, and a future review date is set. - Generated tasks: - Document the rationale for accepting the risk. - Capture formal sign-off from leadership. - Set the next review date for the accepted risk. - Monitor for changes that could shift the risk posture. ## Transfer Risk Use this template when your organization wants to shift the financial or operational impact of the risk to a third party. - When to use: You cannot fully mitigate the risk internally, but you can protect the business from the fallout. - What it does: Generates tasks focused on external vendor management or legal safeguards, such as purchasing specialized cyber liability insurance or outsourcing the vulnerable IT process to a certified third-party vendor. ## Avoid Risk Use this template when a threat is simply too severe to accept, and it cannot be adequately mitigated or transferred. - When to use: The vulnerability poses a critical, unacceptable danger to the organization. - What it does: Generates tasks focused on completely discontinuing the activity that creates the risk. This might involve retiring a legacy server, decommissioning an outdated application, or halting a specific business process entirely. - **[Create a Risk Treatment Plan for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_treatment.htm&release=264.0.0&type=5)** Decide how your team will respond to a risk and put a plan in motion. Create a treatment plan to attach an Action Plan Template, kicking off the tasks your team needs to mitigate, accept, transfer, or avoid the risk. <!-- document id=4df5316ee957b088f9dbc280b2c8319df6a03da49fee5666759ade767a005675 url=/admin/current/en-us/service/264-0-0/it_srvcs_roles_rspnsblts.md --> # Roles and Responsibilities in IT Services Learn about the different user personas in a typical Agentforce IT Service implementation and their key tasks and responsibilities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | role | responsibilites | | --- | --- | | Incident Fulfiller | Triages and resolves incoming incidents. Incident fulfiller can create, update, and close incidents. Incident fulfillers can also propose major incidents and create related problems or change requests. | | Incident Manager | Leads a team of incident fulfillers to make sure incidents are resolved on time. Incident managers can create, update, close, and delete incidents. Incident managers can also propose an incident as a major incident and associate related records. | | Major Incident Manager | Coordinates the response to critical service disruptions, focusing on rapid restoration of service and clear communication. The Major Incident Manager leads the major incident team, facilitates collaboration across resolver groups, manages stakeholder communication, and ensures that all major incidents are thoroughly documented and transitioned to Problem Management for root cause analysis. | | Problem Manager | Oversee the entire Problem management process for their team, ensuring that problems are identified, logged, and resolved efficiently. Problem Managers also coordinate activities among teams and ensure compliance with Service Level Agreements (SLAs). | | Problem Fulfiller | Manage the lifecycle of assigned problems, including root-cause analysis and solution implementation. Problem Fulfillers are accountable for specific problems and their resolution. | | Change Request Manager | Oversee the Change Management process by reviewing change requests for completeness, assessing risk and impact, and evaluating the benefits of proposed changes. The Change Manager ensures that only well-documented and SLA compliant requests are approved. They coordinate with stakeholders, manage the Forward Schedule of Changes (FSC), support post-implementation reviews, and ensure timely closure of change requests. | | Change Fulfiller | Execute the implementation of approved changes by evaluating scope, developing a comprehensive change plan, and coordinating task assignments. Change Fulfillers validate successful implementation through testing, monitor for issues during rollout, and handle rollbacks if necessary. They are responsible for updating documentation and ensuring that changes are accurately reflected in the knowledge base. | | Release Manager | Oversee the release schedule, define the release process, and coordinate release dependencies. Release managers manage the release scope, deliver status updates, and make sure that releases are executed according to the release schedule. | | Release Group | Launch new features, bug fixes, and changes. Share updates on development progress, oversee the development of features, bugs, and changes, and align the release scope with the release schedule. | | Knowledge Manager | Oversees the entire knowledge base process, defines the knowledge structure, such as categories for knowledge articles, content standards, and approval flows, and ensures high quality and coverage to address knowledge gaps. | | Knowledge User | Uses, contributes to, and maintains the knowledge base. A knowledge user, such as an author, creates, edits, archives, and deletes articles in Lightning Knowledge. A knowledge user, such as an IT fulfiller, also accesses the repository of known errors and workarounds to speed up issue diagnosis. | | Service Designer | Defines and structures service offerings in the Unified Catalog. A service designer at a company is responsible for designing reusable Service Processes, such as Intake Forms using Flow or Omniscripts, and Fulfillment Flow using Flow or Flow Orchestrator. | | Employee | Primary consumer of IT services via Slack, Microsoft Teams, or Agentforce Employee Portal. Uses self-service and collaboration channels to submit issues, and service requests. | <!-- document id=2098ae6279cad4be37e2c9a7c5acc9cf800d0df55885c0c2e3878ca419f91732 url=/admin/current/en-us/service/264-0-0/voice_pt_roll_back_lambdas.md --> # Roll Back a Lambda Update Roll back Lambda changes made during a contact center upgrade with contact center versioning. Keep your custom Lambda modifications from being overridden during Salesforce Voice Lambda updates. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. In the AWS Management Console, go to the Lambda console. 2. Search for the Lambda that you want to roll back and click the function name. 3. Open the function’s Version tab. 4. To go back to a previous version of a Salesforce Voice Lambda, edit the Active Alias. 5. To edit the Lambda version, go to Lambda’s Code section, edit the Configuration, and publish your changes. To save your changes as the newest version, go to the Alias section and set your custom Lambda to Active. <!-- document id=819e74804fba4748e225405dce826b205dd71c41a4745ec30afcc74aafacedc6 url=/admin/current/en-us/service/264-0-0/incident_mgmt_roll_out_fix.md --> # Roll Out a Fix with Work Plans Use a work plan and its work steps to outline a series of steps required to submit a change request and resolve an incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Admin Setup](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_admin_setup_work_plan.htm&release=264.0.0&type=5)** Set up a streamlined work plan process for your incident management teams. - **[Work Plans for Support Reps](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_agent_work_plans.htm&release=264.0.0&type=5)** Resolve an incident quickly with work plans. <!-- document id=77c88b59b23dd523cebe88f70c44fa7eb91beb3f6a368e744ab6c233b6e03292 url=/admin/current/en-us/service/264-0-0/messaging_route_single_user.md --> # Route All Messages to One User If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_route_single_user__d869e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_single_user__d869e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> 1. In your Omni-Channel settings, turn on direct-to-agent routing and status-based capacity. 1. In Setup, enter Omni-Channel in the Quick Find box and select **Omni-Channel Settings**. 2. Select **Enable Skills Based and Direct-to-Agent Routing**. 3. Select **Enable Status Based Capacity Model** (recommended). [View considerations](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.") for using status-based capacity. 2. Create a routing configuration to determine how messages are routed to the user. While you can use a routing configuration in multiple channels, it’s a good idea to create one just for single user-based routing. 1. In Setup, enter Routing in the Quick Find box and select **Routing Configurations**. 2. Click **New**. 3. Name your routing configuration. 4. Leave Overflow Assignee blank. 5. Enter a Routing Priority. This value reflects the priority of this channel compared to all other work routed to the user. If you're unsure about priority, try starting with 5 to leave room for higher-priority work in the future. 6. For Routing Model, select **Least Active**. 7. Leave Push Time-Out and Drop Additional Skills timeout blank, because those aren’t relevant to single user-based routing. 8. Select a capacity type. We recommend selecting **Not Interruptible**. The **Interruptible** type is for more advanced use cases, such as when reps are assigned to multiple channel types. 9. Leave **Use with Skills-Based Routing Rules** deselected. 10. Enter a number of units or percentage for capacity. For example, if you want the chosen user to be assigned up to a maximum of 4 active sessions from this channel at a time, enter 4. Additional sessions are routed to them when their capacity frees up. For sales use cases, we recommend using the percentage capacity for simplicity, and using 50% as a starting point. 11. Save your routing configuration. ![Saved routing configuration named "messaging"](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_routing_config.png) 3. Update your messaging channel settings. 1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. Find your messaging channel and click the channel name. 3. In the Routing Type dropdown, select **User**. 4. In the User field, use the search to select the username of the user to receive all incoming messages in the channel. 5. In the Routing Configuration field, select the routing configuration you created. ![Omni-Channel Routing section of a channel's settinsg with the Routing Type field highlighted, contained the value User](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_user_route.png) 6. Click **Save**. All messages sent to this channel address are now routed directly to the selected rep. #### See Also - [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&type=5&language=en_US) <!-- document id=2b1221e5d1d584719506edc984e10a3040ba85fe96c4ea8e468576d2d0993277 url=/admin/current/en-us/service/264-0-0/messaging_apple_routing.md --> # Route Apple Messages Inquiries by Intent and Group Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_apple_routing__d897e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_routing__d897e1177" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64041e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">To set up and edit Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64041e95 ">View Setup and Configuration</td> </tr> </tbody> </table> When you add a custom button to a mobile app or website that lets customers contact you in Apple Messages, you can add variables to the button link that give Salesforce clues about the conversation’s origin. The intent variable represents the customer’s intent (such as getting tech support), while the group variable represents the department that’s best qualified to handle the inquiry. You can then reference one or both of these variables in an Omni-Channel flow so that messaging sessions with a particular intent are routed to a particular queue or bot experience. ## Step 1: Set Up Your Links Configure a link that leads to your Apple Messages for Business channel, and add the link to a website or mobile app.  Here’s an example link: `https://bcrw.apple.com/urn:biz:9c231233-d943-482a-b913-7c625ba19988?biz-intent-id=tech_question&biz-group-id=general_support&body=Get%20Tech%20Support` This example link includes the following variables. | Variable | Value | Variable Purpose | | --- | --- | --- | | body | Get%20Tech%20Support | Defines the link text—in this case, **Get Tech Support**. | | biz-intent-id | tech\_question | Represents the customer’s intent. | | biz-group-id | general\_support | Represents the department that’s best qualified to handle the inquiry. | For details, see the Apple documentation: [Group and Intent ID-based Routing](https://register.apple.com/resources/messages/msp-rest-api/common-specs#group-and-intent-id-based-routing). ## Step 2: Configure Your Omni-Channel Flow Design an Omni-Channel flow that routes messages based on intent ID, group ID, or both. 1. When creating your Apple Messages for Business channel, select a routing type of **Omni-Flow** and select the flow that will control routing for your channel. 2. Update the Omni-Channel flow to include intent- or group-based routing. 1. Add two flow input variables named intentId and groupId. ![Edit Variable screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/apple_route_1.png) 2. Add flow decisions that reference these variables. For example, this decision is based on the intentId variable. The Default Outcome can handle scenarios where the intentId is blank. ![Edit Decision flow window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/apple_route_2.png) ## Step 3: Map the Variables to Your Channel Map the Intent and Group parameters to your flow variables.  1. On the Messaging Settings page, click the name of your Apple Messages for Business channel. 2. In the Parameter Mappings section, click **New**. 3. For Parameter, select **Intent** or **Group**, which are automatically available as standard parameters. 4. For Flow Variable Name, enter the name of the flow variable you created: **intentId** or **groupId**. 5. Save your changes. ![Parameter Mappings section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/apple_route_3.png) When an Apple Messages for Business session is created in your channel in the future, it will be routed according to your flow’s logic. <!-- document id=fadb7b79090438088552a3703d9812daecf093a2dbdb40a584ccf33d9080d20c url=/admin/current/en-us/service/264-0-0/voice_uni_rout_rep.md --> # Route Calls Directly to a Rep with Unified Routing Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives. This article applies to: - Salesforce Voice with Partner Telephony ## Route Calls Directly to a Rep with an Assigned Number Route voice calls directly to and from a rep with Omni-Channel Unified Routing. This setup covers more basic routing and use cases where reps need their own number for direct inbound and outbound calls. Before you begin: - Configure Unified Routing for a contact center. - Add all users to a Salesforce queue for the contact center and to a global contact center group. - You don’t need to claim a phone number for your contact center. You will claim numbers for each rep during a later step. - Prepare to route to reps. - Set up rep statuses and capacity. - Create service resources for reps. - Add reps to the contact center. - Map Salesforce users to telephony provider users. Set up a phone number for each rep for inbound and outbound calls. ## Route Calls Directly to a Rep with an Omni-Channel Flow Route voice calls directly to a rep with an Omni-Channel flow and Unified Routing with Omni-Channel. This setup is best for use cases that require more advanced routing logic and a single phone number for incoming calls. Before you begin: - Configure Unified Routing for a contact center. Add all users to a Salesforce queue for the contact center and to a global contact center group. - Prepare to route to reps. - Set up rep statuses and capacity. - Create service resources for reps. - Add reps to the contact center. - Map Salesforce users to telephony provider users. - **[Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_config_repd.htm&release=264.0.0&type=5)** Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup. <!-- document id=aee58a884b1e19ef59ea5f75ddfbadfb5538f7987f7213798c5e5613e490fd66 url=/admin/current/en-us/service/264-0-0/voice_direct_calling.md --> # Route Calls Directly to and from Reps Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d72847e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72847e74 ">To view the Amazon Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72847e74 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Call Centers</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72847e74 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72847e74 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> ## Before You Start - Turn on [Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_turn_on_parent.htm&release=264.0.0&type=5 "Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources.") or [Salesforce Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_setup.htm&release=264.0.0&type=5 "You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources."). Make sure you have an Amazon Contact Center created according to the telephony model specifications. - This feature is available with Salesforce Voice contact center version 18.0 or later. If needed, [Update Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_update_cc.htm&release=264.0.0&type=5 "To access the latest functionality, install an updated version of your Service Cloud Voice contact center. When an update is available, you see a notification when you log in to Salesforce and go to the Amazon Contact Centers page in Setup."). - [Set up contact center users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5 "Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.") by assigning permission sets and adding users to your contact center. - In Setup, under Omni-Channel Settings, turn on the **Enable Omni-Channel**, **Enhanced Omni Channel Routing**, and **Enable Skills-Based and Direct-to-Agent Routing** settings. - Most organizations that set up Salesforce Voice to route calls directly to and from reps need to increase [Amazon Connect’s service quota](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html) for phone numbers per instance to support more phone numbers for their contact center. See [Increase Amazon Service Quotas](https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5 "Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS."). - New contact centers include access to required sample flows in Amazon Connect. For preexisting contact centers or those created through importing a contact center definition XML file, download JSON files from the [Sample Salesforce Voice](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) flows page in GitHub and import them into your Amazon Connect instance. This feature requires Sample SCV Inbound Flow for Direct to Rep, Sample SCV Direct to Rep Subflow, and Sample SCV Outbound Flow From Rep With Caller ID Override. For instructions on how to import flows, see the [Import and export flows](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html) page in the Amazon Connect Administrator Guide. For pre existing contact centers or those created using an import.xml file, you must update the `LambdaFunctionARN` value in the sample flows with your contact center’s name using this format: - Sample SCV Inbound Flow for Direct to Rep: "`LambdaFunctionARN`": "<CONTACT\_CENTER\_NAME> -`InvokeTelephonyIntegrationApiFunction:active`" - Sample SCV Direct to Rep Subflow: "`LambdaFunctionARN`": "<CONTACT\_CENTER\_NAME> -`InvokeTelephonyIntegrationApiFunction:active`" - Sample SCV Outbound Flow From Rep With Caller ID Override: “`LambdaFunctionARN`": “<CONTACT\_CENTER\_NAME>-`InvokeSalesforceRestApiFunction:active`” ## Set Up a Phone Number for Each Rep for Inbound and Outbound Calls To associate a unique phone number to each contact center user so they can reach out to customers and hear back from them directly, claim and assign a number in Salesforce. As a Salesforce admin, you can use a phone number you’ve already claimed or claim a new one. To help reps make outbound calls that show the rep’s unique caller ID, set up API authentication for your contact center. We recommend this setup for sales use cases or setups where customers need to contact a specific rep directly. 1. From Setup, in the Quick Find box, enter `Contact Centers`, and then select **Amazon Contact Centers**. 2. Select your contact center. 3. Under Contact Center Users, find the user you want to associate with a phone number. 4. From the action menu for that user, select **Assign Phone Number**. ![Select Assign Phone Number from the Contact Center Users entry action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_assign_number_to_user.png) 5. Use a previously claimed number or claim a new one. - To use a previously claimed number, select it from the Phone Number list, and click **Assign Number**. ![Use a previously claimed number by selecting one from the list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_use_claimed_number_direct_to_rep.png) - To claim a number, select a country and enter an area code, and then click **Generate Phone Numbers**. Select a number and click **Assign Number**. ![Claim a new phone number by entering the country code and area code and then selecting Generate Phone Numbers and selecting one from the list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_claim_number_direct_to_rep.png) 6. Repeat these steps for each contact center user, as needed. After processing your request, Salesforce sends you an email to confirm whether the number has been successfully assigned. Assigning a phone number to a contact center user in Salesforce automatically creates a Contact Center Channel with a Call Routing Type of User. If a customer dials the assigned number, Amazon Connect uses the Sample SCV Inbound Flow for Direct to Rep and Sample SCV Direct to Rep Subflow to create a voice call record in Salesforce for the inbound call and route the call to a specific rep associated with the dialed number. 7. To help reps make outbound calls that show the rep’s unique caller ID, set up API authentication for your contact center. When you create a Salesforce Voice contact center with Amazon Connect, Salesforce creates an external client app for you and assigns a permission set to your contact center admins. Salesforce also provides a set of Lambda functions, which are available within your Amazon Connect instance after provisioning the instance with Salesforce Voice. To set up outbound calls directly from reps, update the REST API OAuth external client app and set up OAuth for the InvokeSalesforceRestApiFunction AWS Lambda Function. 1. [Create a private key and self-signed certificate](https://developer.salesforce.com/docs/atlas.en-us.sfdx_dev.meta/sfdx_dev/sfdx_dev_auth_key_and_cert.htm). You don’t need to create a custom app. It’s already been created for you when you turned on Salesforce Voice. 2. [Create an external client app](https://help.salesforce.com/s/articleView?id=xcloud.create_a_local_external_client_app.htm&type=5&language=en_US) and [enable the OAuth plugin](https://help.salesforce.com/s/articleView?id=xcloud.enable_oauth_plugin.htm&language=en_US&type=5). 3. [Set Up OAuth in the AWS Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_aws_oauth.htm). 4. Optionally, [test OAuth with Salesforce Voice Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_oauth_test.htm). After completing these steps, when a rep makes an outbound call to a customer, the Sample SCV Outbound Flow From Rep With Caller ID Override whisper flow in Amazon Connect causes the Caller ID to show the phone number associated with the rep. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning This setup automatically updates and uses the BasicQueue, Basic Routing Profile, and sample flows in Amazon Connect without any required Amazon Connect configuration. Any changes to the BasicQueue configuration; Basic Routing Profile; or the Sample SCV Inbound Flow for Direct to Rep, Sample SCV Direct to Rep Subflow, and Sample SCV Outbound Flow From Rep With Caller ID Override Amazon Connect sample flows interfere with direct to rep routing behavior. Because BasicQueue and Basic Routing Profile are updated when a phone number is provisioned to support direct to rep routing, we recommend using separate queues, routing profiles, and phone number in Amazon Connect for additional contact center use cases that don’t require direct to rep routing. ## Release a Phone Number If you no longer need a phone number for your contact center, you can release the claimed number from your telephony provider instance by unassigning it from a contact center user. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you use Salesforce Voice with Amazon Connect, your telephony minutes invoice from Salesforce includes government fees and taxes. For US-based customers, these may include emergency calling (911/988) fees, billed monthly in arrears. Emergency calling fee calculations vary by jurisdiction but are generally charged for each phone number. For implementations with hundreds or thousands of claimed numbers, these fees can add up. Releasing numbers that aren’t in use helps lower fees. See [Frequently Asked Billing Questions for Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_faqs.htm&release=264.0.0&type=5 "To learn more about billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), review these frequently asked questions.") for more information. 1. From Setup, in the Quick Find box, enter `Contact Centers`, and then select **Amazon Contact Centers**. 2. Select your contact center. 3. Under Contact Center Users, find the user who no longer needs a phone number. 4. From the action menu for that user, select **Release Phone Number**. After processing your request, Salesforce sends you an email to confirm whether the number has been successfully unassigned from the user and is being released from your telephony provider instance. Releasing a phone number from a contact center user in Salesforce automatically deletes the associated contact center channel and removes any associated routing assignments. The phone number isn’t associated with your contact center and is released back to your telephony provider’s inventory. ## Update Phone Number Assignments To remove a phone number from a rep so you can assign it to another rep, delete the contact center channel that’s associated with a user from the contact center. 1. From Setup, in the Quick Find box, enter `Contact Centers`, and then select **Amazon Contact Centers**. 2. Select your contact center. 3. Under Contact Center Channels, find the channel associated with the user who no longer needs the phone number. 4. From the action menu for that channel, select **Remove**. Removing a contact center channel removes any associated routing assignments. The phone number is available to be assigned to a different contact center user. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When assigning a previously removed phone number to a rep, verify that it wasn't assigned to a flow-based queue before removal. The reassignment won't work if the number was assigned to a queue using Omni-Channel routing. <!-- document id=34a76c92e2346e168e4b1390514d27ba3c5a5af76400c21bc48af67fc9b78d4f url=/admin/current/en-us/service/264-0-0/omnichannel_route_calls_to_queue.md --> # Route Calls to a Queue To route calls in a phone channel, edit the contact center channel, and then specify the routing method and queue for the channel. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup in the Quick Find box, enter Voice, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system. 2. Open and edit the contact center. 3. To route calls from this channel to a queue, in the Routing Type field, select **Queue**, and then select the queue. ![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_properties2.png) 4. Click **Save**. <!-- document id=638d07f41d4be3afb425938d029ab4da0ea219f2af99341329c19922373edcea url=/admin/current/en-us/service/264-0-0/voice_route_queues.md --> # Route Calls to Queues Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22493e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">To create or change queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 "> <p>Customize Application</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Manage Public List Views</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22493e60 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. **[Set Up Queue-Based Routing for Calls](https://help.salesforce.com/s/articleView?id=service.voice_queue_routing_setup.htm&release=264.0.0&type=5)** Set up queue-based routing to route calls to a queue. 2. **[Set Up Queues for Calls](https://help.salesforce.com/s/articleView?id=service.voice_queue_setup.htm&release=264.0.0&type=5)** Create queues to route calls and voicemails to. 3. **[Add a Queue in the Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_queues_to_contact_center.htm&release=264.0.0&type=5)** Add queues to manage calls for the contact center. For example, you can add a separate queue for product support calls and another for sales calls. 4. **[Map Your Salesforce Queues to Telephony Provider Queues](https://help.salesforce.com/s/articleView?id=service.service_map_queues.htm&release=264.0.0&type=5)** To route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime. 5. **[Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5)** If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales. 6. **[Messaging Queue Support for Amazon Connect Contact Center Groups](https://help.salesforce.com/s/articleView?id=service.voice_messaging_queue_sync.htm&release=264.0.0&type=5)** When you add or remove queues from a contact center group, Salesforce automatically updates the associated Amazon Connect routing profile with the correct Voice, Chat, or both channels based on the queue’s supported objects. <!-- document id=3c98f5e89dfa935161e1451f1ba8f0f28acaf5fbffeda5792b3b22280b333740 url=/admin/current/en-us/service/264-0-0/voice_routing_flows.md --> # Route Calls with Omni-Channel Flows Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36438e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36438e64 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36438e64 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36438e64 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36438e64 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. **[Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5)** To get started, enable Omni-Channel and update its settings. 2. **[Create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5)** With the help of a flow template, create an Omni-Channel flow to route voice calls to your support team. You can create one flow to provide routing for all your Voice channels or designate a separate flow for each channel. 3. **[Connect Your Flow to Your Voice Channel](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5)** After creating your Omni-Channel flow, link it to one or more Voice channels. ## Configure Omni-Channel To get started, enable Omni-Channel and update its settings. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect 1. Verify that Omni-Channel is enabled. See [Verify that Omni-Channel is Enabled](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&release=264.0.0&type=5 "Before you can turn on Voice, enable Omni-Channel so your support team can make and receive calls."). 2. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for Voice. If you’re not sure which statuses to create, start with these three: Available - Calls, On Break, Busy. ## Create an Omni-Channel Flow With the help of a flow template, create an Omni-Channel flow to route voice calls to your support team. You can create one flow to provide routing for all your Voice channels or designate a separate flow for each channel. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect To configure an Omni-Channel flow to route calls to a queue, you must first create the queue. 1. In Setup, enter Flows in the Quick Find box, and then select **Flows** under Process Builder. 2. Click **New Flow**. 3. Click the **All + Templates** tab. 4. Select **Omni-Channel Flow** in the left pane, and click the template named **Voice Calls Routed to Agents and Queues**. ![New flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_new_flow.png) 5. To open the template, click **Create**. 6. Edit the template to reflect your routing preferences, and save your changes. #### See Also - [Set Up Queues for Calls](https://help.salesforce.com/s/articleView?id=service.voice_queue_setup.htm&release=264.0.0&type=5 "Create queues to route calls and voicemails to.") - [Create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US) ## Connect Your Flow to Your Voice Channel After creating your Omni-Channel flow, link it to one or more Voice channels.  This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect 1. From Setup in the Quick Find box, enter Voice, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system. 2. Click the contact center. 3. Under Contact Center Channels, click **Add** to add a phone channel. You can also edit an existing channel. ![Add button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_voice_channel_setup.png) 4. Enter the channel properties. | Property | Description | | --- | --- | | Channel Name | The name of the phone channel. | | Phone Number | The phone number that customers call to contact you on this channel. | | Routing Type | Select **Omni-Channel Flow**, and then select the flow and fallback queue. If the flow fails to route the call, the call is routed to the fallback queue. | ![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_voice_channel_properties.png) 5. Click **Save**. <!-- document id=aa3c102b23ce75399d50f69fd18c6cd38357f864b946c2537634e51083b32142 url=/admin/current/en-us/service/264-0-0/voice_omni_unified_routing.md --> # Route Calls with Omni-Channel Unified Routing Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> In multichannel contact centers, Salesforce Omni-Channel handles the routing and final allocation of most messages and other work. Voice calls, however, have historically been an exception. Reps manage voice calls through the same Service Console interface that they use to manage all of their other work. However, telephony partners such as Amazon Connect have handled the final allocation of that work instead of Omni-Channel. Omni-Channel integrates closely with telephony and CCaaS partners, but communication between the systems isn’t perfectly instantaneous. With two systems routing work to reps, it’s possible for them to fall out of sync if they both attempt to assign a rep work within the same decisecond. Disparities between the two systems can result in inconsistent workload management. Unified Routing designates Omni-Channel as the final allocator of all agent work, including voice calls. Omni-Channel then serves as the single source of truth for rep capacity and assigns work accordingly. Because Omni-Channel Unified Routing uses Omni-Channel as the routing engine, manage your reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only. ## Map Other Routing Strategies to Omni-Channel Unified Routing Considering whether Unified Routing is right for you? Check out these example use cases for setting up or migrating to Omni-Channel Unified Routing. | Use Case | Example of Current Setup | With Omni-Channel Unified Routing | | --- | --- | --- | | Skill-based routing | You currently use queue delay and priority logic to handle queue overflow. | [Route Voice Calls to a Skill with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&release=264.0.0&type=5 "Using Unified Routing with Omni-Channel, route voice calls with Omni-Channel skills. Make sure that a rep who has the correct skills to solve the problem takes the call.") | | Blended channels | Your reps handle both voice calls and messaging sessions in a first-in-first-out model. There is a race condition between Omni-Channel routing and external routing, where messaging sessions consistently take priority over voice calls. | Omni-Channel Unified Routing manages blended routing more gracefully because all routing takes place in one system. This helps avoid a race condition between calls and other work. | | Blended channels with interruptible capacity | Your reps handle voice calls, chat, email, and cases. If a rep is on a case, they won't be able to take a call if the Respect Rep Capacity feature is on because a call requires the rep’s full capacity. | Prioritize real-time channels such as messaging and chat over asynchronous ones such as cases and email. Control routing capacity accordingly. | ## Omni-Channel Unified Routing Limitations and Considerations Before setting up Omni-Channel Unified Routing for an Amazon contact center, review the feature’s setup considerations and limitations. For information about limitations for other telephony partners, see [Limitations of Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_limitations.htm&release=264.0.0&type=5 "Consider the limitations when you set up and use unified routing for partner telephony."). ## Feature Setup Considerations To implement Omni-Channel Unified Routing with Amazon Connect's setRoutingCriteria API, Amazon requires certain configuration items. These items ensure that Amazon Connect can connect a call after Omni-Channel processes routing. As long as you fulfill these requirements, you have flexibility to configure your contact center according to your business needs. Our help content provides specific configuration steps that follow these recommendations. - You must set a predefined attribute in Amazon Connect. Specifically, add a required predefined attribute named `Routing` and set its value to `True`. - Reps must have auto-accept enabled in Amazon Connect. - Reps must be associated with a routing profile in Amazon Connect, corresponding to a contact center group in Salesforce. You can have multiple Salesforce contact center groups if you need them, but each contact center user must be associated with a group. - To make sure that reps can receive calls, grant reps in your contact center access to the working queue in Amazon Connect. The rep selected by Omni-Channel must have the working queue in their Amazon Connect routing profile to receive a call from the queue. - To meet this requirement, regardless of your Omni-Channel routing type, including queue-based routing, skill-based routing or direct-to-rep based routing, we strongly recommend setting up a separate queue in Salesforce that’s mapped to a working queue in Amazon Connect. For simplicity, we’ll call this your holding queue. Don’t add any contact center users to the holding queue in Salesforce because it doesn’t do any actual routing of calls. - If you’re following the holding queue recommendation, set the holding queue as the Default Outbound Queue for all contact center groups in Salesforce. While this queue isn’t actually used for routing, associating it with all your contact center groups means that all reps’ routing profiles in Amazon have access to this queue to meet the call connection requirement. - In your Amazon Connect flows: - To prevent the call from being routed by Amazon, in the Amazon Connect flows, add a **Set routing criteria** block before the **Invoke AWS Lambda function** block that invokes the executeOmniFlow method. In it, use the predefined attribute with the expiration set to Never Expires. After Omni-Channel routing is completed, Salesforce updates the routing criteria to connect the call. - Place a **Set working queue** block before the **Transfer to queue** block. This provides a valid queue ARN of the holding queue. - For existing Voice customers, we recommend using the holding queue approach to simplify setup and future maintenance. - When you enable Omni-Channel Unified Routing, Omni-Channel uses reps, queues, and routing configurations defined in Salesforce to determine the appropriate rep to route the call to. If you need to maintain your existing queue structure in Amazon Connect, we suggest using Queue Management and Contact Center Groups in Salesforce to mirror that mapping between systems. Meanwhile, your setup must also meet the connection requirements described above. ## Other Limitations and Considerations - For Amazon Contact centers, Contact Center version 18.0 or later is required. - For Unified Routing configurations using deskphones, the Push Time-Out setting in the routing configuration isn’t respected. - Salesforce doesn’t support the use of external routing and Omni-Channel Unified Routing in the same contact center. Choose only one routing system for each contact center. - Amazon Connect Chat and Messaging in Salesforce, configured through Salesforce Contact Center with Amazon Connect, isn’t compatible with Omni-Channel Unified Routing. - If you use a single contact center group, only one default outbound phone number can be associated with the routing profile. If the contact center has multiple numbers, only one can be used when reps make outbound calls. In setups [where reps make outbound calls with their own unique number](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls."), an Amazon Connect whisper flow causes the caller ID to show the phone number associated with the rep, even when the system uses the default number for outbound calls. - With Omni-Channel Unified Routing, if a rep declines a voice call or the call times out, the call is returned to the queue. The call won’t be rerouted to the same rep unless they log out and back in to Omni-Channel. For example, if the rep’s status moves to Busy and then back to Available, the call won’t be reassigned to that rep. Instead, Omni-Channel assigns the call only to another rep. - Because outbound calls ignore rep capacity calculation, it's possible for Omni-Channel to assign a rep to an inbound call while they are dialing an outbound call. - When a rep accepts an inbound call, the UserId and SourceType fields on a Voice Call object aren’t populated if Omni-Channel Unified Routing is enabled. - Transfer limitations and considerations for Omni-Channel Unified Routing: - Transfer to rep doesn’t include a decline option even if configured in the presence configuration. - The transfer destination list shows a maximum of 2,000 reps and 2,000 queues. - **[Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5)** Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only. - **[Route Voice Calls to a Skill with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&release=264.0.0&type=5)** Using Unified Routing with Omni-Channel, route voice calls with Omni-Channel skills. Make sure that a rep who has the correct skills to solve the problem takes the call. - **[Route Voice Calls Directly to a Specific Rep with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&release=264.0.0&type=5)** Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives. - **[Transfer Voice Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer.htm&release=264.0.0&type=5)** Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect. - **[Customize Transfer Destinations for Reps with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer_destination.htm&release=264.0.0&type=5)** Reduce long transfer destination lists when reps need to transfer a call quickly. Choose whether to show all profiles, queues, and flows or just show some. This feature is available for contact centers that use Omni-Channel Unified Routing to route voice calls. - **[Configure Voicemail with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_voicemail.htm&release=264.0.0&type=5)** Configure voicemail support for a contact center that is set up for Omni-Channel Unified Routing. - **[Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&release=264.0.0&type=5)** Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing. - **[Disable Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_disable.htm&release=264.0.0&type=5)** Disable Omni-Channel Unified Routing for voice calls so that your telephony partner routes calls instead. Because Salesforce doesn’t support the use of external routing and Unified Routing with Omni-Channel in the same contact center, there’s no hybrid way to use different routing types in your contact center. - **[Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.omni_unified_routing_byot.htm&release=264.0.0&type=5)** Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it. <!-- document id=46edbaf713887b8ed0c5f1bb498d599da930f0c6efabe8901b7c7f4914f9625c url=/admin/current/en-us/service/264-0-0/omnichannel_route_chats_to_queue.md --> # Route Chats to a Queue To route chats, edit the chat button, and then specify the routing method and queue. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup in the Quick Find box, enter Chat Buttons & Invitations, and then select **Chat Buttons & Invitations**. 2. Edit an existing chat button. 3. In the Routing Information section, for **Routing Type**, select **Queue**. 4. Select the queue to route the chats to. The queue manages and prioritizes chats. If the support reps assigned to the queue are online and have capacity, the button is available. <!-- document id=4ff2bae2b3f8283813b059aa2732548acc0cabfecace48133651fe5a80449a3e url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_route_from.md --> # Route Conversations from an Enhanced Bot Use an outbound Omni-Channel flow to route conversations from an enhanced bot to a queue, a service rep, a skill, or another bot over enhanced Messaging channels. Specify a default outbound Omni-Channel flow to route from the Transfer to Agent dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, set up a custom transfer with the Set Routing Type dialog step. Enhanced bots also support direct transfers to another enhanced bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> - **[Specify a Default Outbound Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from_default.htm&release=264.0.0&type=5)** Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step. - **[Transfer Conversations with the Set Routing Type Dialog Step](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_transfer.htm&release=264.0.0&type=5)** Use the Set Routing Type dialog step to route enhanced bot conversations to a different outbound Omni-Channel flow than the default outbound Omni-Channel flow. To route conversations from the Transfer to Agent dialog or the Transfer to Agent Next Step, use the Outbound Omni-Channel Flow setting instead. <!-- document id=8578e998768ba7edf17bec1383e2543250585d2eada88caa1994ea44f04c00d1 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_route_to.md --> # Route Conversations to an Enhanced Bot Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68361e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68361e68 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68361e68 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To route a conversation to an enhanced bot from Slack, [connect your bot](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&release=264.0.0&type=5 "Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows.") in the Connections section of the Bot Overview page, and then select your Slack app. To route a conversation to an enhanced bot from the Einstein Bots API, follow the steps in the [Einstein Bots API Get Started Guide](https://developer.salesforce.com/docs/service/einstein-bot-api/guide/prerequisites.html). These steps cover how to create an inbound Omni-Channel flow from scratch. But depending on how you created your enhanced bot, Salesforce may have done some of the work for you. Each path to creating an enhanced bot gives you a different head start on inbound routing. To learn more, visit [Create an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5 "Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot."). To create and manage Omni-Channel flows, turn on Omni-Channel. ## Create an Omni-Channel Flow Create an Omni-Channel flow that routes conversations to your bot. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select an existing Omni-Channel flow to edit, or follow the steps to [create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US). 3. Drag the Route Work action onto the canvas. Route Work actions are the last object in the flow. 4. Give the action a label and API name and optionally, a description. 5. Under Set Input Values, complete the required fields. | Field | Input | | --- | --- | | Record ID | Select the recordId variable you created. | | Service Channel | Select **Messaging**. | | Route To | Select **Bot** to populate the list of enhanced bots. | 6. Under Bots, select your bot. Only active bots are available. If your bot doesn’t appear in the list, [activate your bot](https://help.salesforce.com/s/articleView?id=service.bots_service_activate_bot.htm&release=264.0.0&type=5 "When you’re ready to put your bot to work, activate your bot and welcome your new agent to the team!"), refresh Flow Builder, and try again. If you deactivate your bot later, it’s still associated with any flows that you added it to. 7. Under Queue, select a fallback queue where the Omni-Channel Flow sends the conversation if routing is unsuccessful. 8. Save your changes. All Omni-Channel flows that route conversations to your bot with the Route Work action appear in the Inbound Omni-Channel Flows section of the Bot Overview page. ## Connect Your Flow to Your Messaging Channel After creating your Omni-Channel flow, link it to one or more Messaging channels by updating the channel’s routing settings. You can add the same flow to multiple channels, but a channel can have only one inbound flow. If you haven’t created your enhanced Messaging channel, see: - Enhanced Web Chat and In-App: [Prepare a Salesforce Org for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_prepare_org_1.htm&type=5&language=en_US) - All other enhanced Messaging channels: [Route Service Cloud Messaging Sessions with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&type=5&language=en_US) To add a flow to a channel, your channel must be active. Manage your channels on the Messaging Settings page in Setup. 1. From the Inbound Omni-Channel Flows section of the Bot Overview page, click the dropdown menu for the flow you want to connect to your enhanced Messaging channel. Then select **Add to Channel**. ![Add to a Channel dropdown menu option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_add_dropdown.png) 2. Specify the channel type and channel you want to modify, and select a fallback queue. ![Add to a channel modal with channel type, channel, and fallback queue specified](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_add_modal.png) If the channel you want to modify already has a flow or queue associated with it, adding a flow to your channel replaces the existing flow or queue. 3. Save your changes. To let your enhanced bot use context variables, map each messaging channel to the Messaging Session ID field on the Routable Id variable. See [Understand Context and System Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5 "Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations."). <!-- document id=61cd5c4200f6213c5dcc910fcfb4f5b95aa1aa3c34a174fee1ecc343866d4db4 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_route.md --> # Route Conversations to and from Your Enhanced Bot Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71476e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71476e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71476e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To route a conversation to an enhanced bot from Slack, [connect your bot](https://help.salesforce.com/s/articleView?id=service.bots_service_deploy_to_channels.htm&release=264.0.0&type=5 "Einstein Bots can connect to many different end points, expanding the ways that you can deliver bots to your customers. Use the Connections section to view and add standard channels to your bot, or to connect standard and enhanced bots to the Einstein Bots API. To manage routing for enhanced bots, use Omni-Channel flows.") in the Connections section of the Bot Overview page, and then select your Slack app. To route a conversation to an enhanced bot from the Einstein Bots API, follow the steps in the [Einstein Bots API Get Started Guide](https://developer.salesforce.com/docs/service/einstein-bot-api/guide/prerequisites.html). Turn on Omni-Channel to allow Salesforce to create Omni-Channel flows to route conversations to and from your bot. Omni-Channel must be enabled to manage Omni-Channel flows. Before routing conversations to and from your enhanced bot with Omni-Channel Flow, set up your enhanced Messaging channel. ## Routing for Standard Versus Enhanced Bots If you’re familiar with standard bots, you know that standard bots use connections and transfers to route conversations over a channel to and from the bot. These connections are more or less direct connections. For example, when you set up a transfer from a standard bot to a queue, you define a specific queue. Then when a customer reaches the Transfer to Agent dialog, the conversation is sent to that queue. Enhanced bots use Omni-Channel Flow to route conversations dynamically over an enhanced Messaging channel. When a customer starts a conversation or triggers a transfer, instead of passing directly from one fixed destination to another, the conversation enters an Omni-Channel flow. The flow passes the conversation to a service rep, bot, queue, or skill based on the routing rules defined in the flow. So when you connect your enhanced bot to an inbound Omni-Channel flow, the logic of the flow determines which conversations are routed to your bot. And when your enhanced bot transfers a conversation, it passes the conversation to an outbound Omni-Channel flow that determines the transfer destination. Depending on your setup and business needs, you can use separate Omni-Channel flows for inbound and outbound routing, or you can use a single flow to handle both. ## What’s in an Omni-Channel Flow? Omni-Channel Flow combines the functionality of Omni-Channel with the power and flexibility of Flow Builder. An Omni-Channel flow contains at least one Route Work action, which the flow uses to route the conversation. You connect your bot to a channel by adding the Route Work action as the last object in a branch of the flow. It defines the enhanced channel, the routing destination (a service rep, bot, queue, or skill), and a fallback queue. As with other flows, you can use flow elements to customize the logic of your flow. Use flow elements to create business and routing rules that tell the flow where to send the conversation under what conditions. For example, this Omni-Channel flow uses a Get Records element to get the customer’s Contact ID and determine the customer’s location. Then it uses a Decision element to route the conversation inbound to the appropriate bot. ![An Omni-Channel flow that routes conversations to either an in-state or out-of-state bot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_sample_omni_flow.png) ## Inbound Omni-Channel Flows When you [create an inbound Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&release=264.0.0&type=5 "Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria."), you complete the setup in Flow Builder. In Einstein Bots, a flow is considered “inbound” when you add the Route Work action to the flow and select your enhanced bot as the routing destination. All Omni-Channel flows that route conversations to your bot appear in the Inbound Omni-Channel Flows section of the Bot Overview page. From the dropdown menu for your flow, you can add your flow to an existing Messaging channel. ![The Inbound Omni-Channel Flows section of the Bot Overview page, showing two flows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_inbound_flows.png) Routing conversations to an enhanced bot from Slack or from the Einstein Bots API works differently. These endpoints use Connections for routing and don’t support routing with Omni-Channel Flow. ## Outbound Omni-Channel Flows In Einstein Bots, an Omni-Channel flow is considered outbound when you use it to transfer conversations from a bot. There are two ways to route conversations from your enhanced bot to an Omni-Channel flow. - [Use the Outbound Omni-Channel Flow Setting](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from_default.htm&release=264.0.0&type=5 "Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step.") On the Bot Overview page, specify a default outbound Omni-Channel flow for the bot to use to transfer conversations with the Transfer to Agent system dialog and the Transfer to Agent Next Step. Depending on the method you use to create your enhanced bot, this setting can be prefilled for you, but you can always edit it to specify a different outbound Omni-Channel Flow. ![Outbound Omni-Channel Flow setting on the Bot Overview page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_default_outbound_flow.png) - [Transfer Conversations with the Set Routing Type Dialog Step](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_transfer.htm&release=264.0.0&type=5 "Use the Set Routing Type dialog step to route enhanced bot conversations to a different outbound Omni-Channel flow than the default outbound Omni-Channel flow. To route conversations from the Transfer to Agent dialog or the Transfer to Agent Next Step, use the Outbound Omni-Channel Flow setting instead.") To route conversations to an outbound Omni-Channel flow other than the flow specified in the Outbound Omni-Channel Flow setting for your bot, you can set up a custom transfer with the Set Routing Type dialog step. This method is the same one you use to set up a transfer in a standard bot, except that you specify an Omni-Channel flow instead of a specific routing destination. ![A Set Routing Type dialog step configured to transfer to an Omni-Channel flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_flow_action.png) For bot-to-bot transfers to other enhanced bots, you can route to an Omni-Channel flow that sends conversations to another enhanced bot, or you can route to another enhanced bot directly. ## Routing Considerations: Creating an Enhanced Bot You don’t always have to create Omni-Channel flows for your enhanced bot from scratch. Different paths to creating an enhanced bot are available, and you get a different head start on routing with each. To learn more, visit [Create an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5 "Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot."). - **[Route Conversations from an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_from.htm&release=264.0.0&type=5)** Use an outbound Omni-Channel flow to route conversations from an enhanced bot to a queue, a service rep, a skill, or another bot over enhanced Messaging channels. Specify a default outbound Omni-Channel flow to route from the Transfer to Agent dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, set up a custom transfer with the Set Routing Type dialog step. Enhanced bots also support direct transfers to another enhanced bot. <!-- document id=a4e7259afe47fd636c04e011f5229f59c47268afce5f1e8b63d368f56777eb90 url=/admin/current/en-us/service/264-0-0/partner_messaging_parameters.md --> # Route Data to Objects in Bring Your Own Channel Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_parameters__d1267e2132"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_parameters__d1267e2132" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging, and Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS in Salesforce applications and documentation. Because Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS messaging channels aren’t using a Salesforce client, we don’t have full control over the mechanics. Your setup requirements may differ based on the needs of your implementation. Use this help topic to familiarize yourself with the basic building blocks that are hosted in Salesforce and how they work together. We’ve provided an example where a Messaging end user’s name is passed to the Messaging User object using a flow and custom parameters and mappings. 1. [Create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US) with a variable that’s used to route data to an object. The Omni-Channel flow takes the flow variable, which receives data from the parameter, and sends that data from the flow variable to a Salesforce object. The flow then routes the work to a destination like a queue or rep. In this example, we use a variable named newEndUserName to update the Name field of a Messaging User object. 1. In Flow Builder, add an `input_record` variable and `recordId` variable that are available for input. 2. Create a new variable that will hold the value of the data you want to pass to the object. In this example, we name it `newEndUserName`. The variable is available for input. 3. In the flow, include an Update Records action and a Route Work action. For reference, compare your flow to this example. **Update Records action example** ![Update Records action with Specify conditions to identify records and set fields individually selected, Messaging User as the Object, filtered by Id equals input\_record of Messaging User, and Set Name field as newEndUserName value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_route_data_example_update_records.png) **Route Work action example** ![Route Work action that routes a single record using an input\_record Id to a Service Channel, routing to a Queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_route_data_example_route_work.png) 2. If your Bring Your Own Channel for CCaaS implementation uses partner-owned routing, determine the DurableId of your Omni-Channel flow and share it with your implementation partner. This isn’t required for Bring Your Own Channel for Messaging. The DurableId always starts with 300 and differs from the FlowId. 1. To find the Omni-Channel flow ID, from Flow Builder, note the flowId value at the end of the URL in your browser window. For example, `https://salesforce-example-url/flowBuilder.app?flowId=301Hr000000Ay9EIAS`, where `301Hr000000Ay9EIAS` is the flow ID. 2. To find the DurableId of the flow, execute a query in the Query Editor in the Developer Console. Use a query with this syntax, where LatestVersionId is the flow ID of your Omni-Channel flow.`SELECT ActiveVersionId, ApiName, ApiVersion, DurableId FROM FlowDefinitionView WHERE LatestVersionId = '301Hr000000Ay9EIAS'` 3. In Setup, in the Quick Find box, enter `Messaging Settings`, and select **Messaging Settings**. 4. Select your messaging channel. 5. Under Custom Parameters, add a custom parameter that matches the variable name in the Omni-Channel flow, for example newEndUserName. The parameter establishes the data that you want to collect from your customer. ![New custom parameter for newEndUserName parameter name, api name, and channel variable name with data type string and max length 128](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_byoc_add_custom_parameter.png) 1. Specify a **Maximum Length** for the custom parameter that’s less than or equal to 1500. 2. When you create the parameter, note the **Channel Variable Name** and **Maximum Length** and share these with your implementation partner. 6. Under Parameter Mappings, add parameter mapping for the custom parameter. Parameter mapping connects a parameter to a flow variable. This mapping sends the data collected by the parameter into a flow, where it’s routed to a Salesforce object. ![New parameter mapping for the newEndUserName parameter and newEndUserName flow variable name](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_byoc_add_parameter_mapping.png) #### See Also - [Developer Console Query Editor](https://help.salesforce.com/s/articleView?id=platform.code_dev_console_tab_query_editor.htm&language=en_US) - [Bring Your Own Channel for Messaging Developer Guide: Add Support for Custom Parameters](https://developer.salesforce.com/docs/service/messaging-partner/guide/add-custom-objects.html) - [Bring Your Own Channel for CCaaS Developer Guide: Add Support for Custom Parameters](https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/add-custom-objects.html) <!-- document id=fee5985403eded237e6b48bc24a3b87c6d146797e0029618f37dcf122ffcc0d6 url=/admin/current/en-us/service/264-0-0/messaging_pcc_parameters.md --> # Route Data to Objects in Bring Your Own Channel for CCaaS Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. See [Route Data to Objects in Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&release=264.0.0&type=5 "Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object."). <!-- document id=e5cb7f6070d4d236d30c00aad1aacbae1ae01334661302735ca0a48b05f23935 url=/admin/current/en-us/service/264-0-0/afcc_sv_calls_to_the_last_rep.md --> # Route Inbound Calls to the Last Representative Maximize customer service continuity by automatically connecting callers with the specific human representative who most recently handled their case. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Agentforce Contact Center with Salesforce Voice</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d50438e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50438e78 ">To manage media:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50438e78 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> Consider a high-priority support scenario where a customer interacts with a specialist on a complex technical resolution over several days. If they call back for an update, the system identifies that previous representative, verifies their online status, and routes the call directly to them to maintain the conversation thread. Procedure for Configuring Last Rep Routing 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Click the Omni-channel flow you want to modify. To create a new omni-channel flow, follow these [steps](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US). 3. Add a Play Prompt element to deliver a welcome message and configure these settings: - Label: Welcome - API Name: Welcome - Amount of Time: 1 - Units: Days - Record ID: {!recordId} - Prompt Type: Message - Language: English (United States) - Voice Profile: Jennifer - Message: Welcome! If the audio plays, the flow follows the Completed path to retrieve call data. If the audio fails to play within the set limit, the Timed Out path serves as an error-handling route to ensure the caller proceeds through the flow. 4. Add a Get Records element to identify the active voice call data and configure these settings: - Label: Get current voice call - API Name: Get\_current\_voice\_call - Data Source: Salesforce Object - Object: Voice Call - Filter Voice Call Records Requirements: All Conditions Are Met (AND) - Field: Voice Call ID, Operator: Equals, Value: recordId - How many records to store: Only the first record - How to store record data: Automatically store all fields 5. Add a Get Records element to fetch the caller's interaction history and configure these settings: - Label: Get prev voice call - API Name: Get\_prev\_voice\_call - Data Source: Salesforce Object - Object: Voice Call - Filter Voice all Records Requirements: All Conditions Are Met (AND) - Field: Caller Contact Info, Operator: Equals, Value: Voice call from get current voice call > caller contact info - How many records to store: Only the first record - How to store record data: Automatically store all fields - Sort Voice Call Order: Descending - Sort By: CallEndDateTime 6. Add Loop element to iterate the historical call collection and configure these settings: - Label: Get last voice handled by agent - API Name: Get\_last\_voice\_handled\_by\_agent - Collection Variable: Voice Calls from Get prev voice call - Specify Direction for Iterating Over Collection: First item to last item 7. Add a Decision element within the loop to filter the agents and configure these settings: - Label: Is Owner an Agent - API Name: Is\_Owner\_a\_Agent - Select Decision Logic: Define Manually (Default) - Outcome Label: Owner is agent - Condition Requirements to Execute Outcome: All Conditions Are Met (AND) - Resource: Owner ID (User) > User ID, Operator: Starts With, Value: 005 - Resource: Owner ID (User) > User ID, Operator: Does Not Equal, Value: 005SB00000TbVXBYA3 8. Add an Assignment element to save the agent details to variables and configure these settings: - Label: Assign LAR - API Name: Assign\_LAR - Set variable values: Variable: Last\_handled\_agent, Operator: Equals, Value: Owner ID (User) > User ID - Variable: LAR\_agent\_name, Operator: Equals, Value: Owner ID (User) > First Name 9. Add a Play Prompt element to inform the caller that their previous representative is found. Configure these settings: - Label: LAR found in loop - API Name: LAR\_found\_in\_loop - Amount of time: 1 Day - Record ID: {!recordId} - Prompt Type: Message - Language: English (United States) - Voice Profile: Jennifer - Message: Great !! I have found the last agent who handled your call. His name is Agent {!LAR\_agent\_name} 10. Add a Decision element to verify if a representative is identified and configure these settings: - Label: Do we have a Last handled agent? - API Name: Do\_we\_have\_Last\_handled\_agent - Select decision logic: Default Manual - Outcome Label: LAR found - Outcome API: LAR\_found - Condition: All conditions are met (And) - Resource: Last\_handeled\_agent - Default Outcome Label: Default Outcome (No agent identified) The flow branches into two paths. If an agent is found, the system checks for online availability otherwise the flow routes the caller to the general queue. 11. Save and Activate the flow. <!-- document id=1e601eb47e5569ef70f09c5f26268f3096467a96a99d8c1aaa27193147a4e2d7 url=/admin/current/en-us/service/264-0-0/incident_mgmt_route_incidents.md --> # Route Incidents to the Right Team with Omni-Channel When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you set up Omni-Channel for incidents, enable Omni-Channel. If you want to set up skills-based routing rules for incidents, enable Skills-Based Routing. 1. **[Create an Incident Channel](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_incident_channel.htm&release=264.0.0&type=5)** Route incidents to support reps via Omni-Channel. 2. **[Set Up an Incident Presence Status](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_presence_status.htm&release=264.0.0&type=5)** Let support reps assigned to the Incident channel mark themselves as available to resolve incidents. 3. **[Create an Incident Queue](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_queue.htm&release=264.0.0&type=5)** Automatically route incidents to a specific queue. 4. **[Create an Incident Skill for Skill-Based Routing](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_skill.htm&release=264.0.0&type=5)** Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. 5. **[Set Up Routing Configuration for Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_routing.htm&release=264.0.0&type=5)** Route support reps to an incident. <!-- document id=f79da5da6245b81420774f5a28285dd4d8574cae024fea46087da23dd29fdb48 url=/admin/current/en-us/service/264-0-0/messaging_route_to_agentforce.md --> # Route Messages Directly to Agentforce Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_route_to_agentforce__d773e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_to_agentforce__d773e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> To use this feature, you’ll need to create an Agentforce Service agent. Then, select a data source to ground its responses and activate the service agent. [View steps.](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&type=5&language=en_US) ## Configure Your Messaging Channel to Route to a Service Agent 1. In Setup, navigate to the Messaging Settings page. 2. Find your messaging channel and click **Edit** in the channel’s action menu. 3. In the Routing Type dropdown, select **Agentforce Service Agent**. 4. Select the active service agent you created. 5. Select **Fallback Queue**, then click **Save**. All messages sent to this channel address are now routed directly to the selected service agent. <!-- document id=4a78f63c8f04891e3507dd3a9197b0aa90a219d880d51a814b23ab5ec7daff59 url=/admin/current/en-us/service/264-0-0/omnichannel_route_messages_to_queue.md --> # Route Messages to a Queue To route messaging sessions in a messaging channel, edit the channel, and then specify the routing method and queue for the channel. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup in the Quick Find box, enter Messaging, and then select **Messaging Settings**. 2. Under Channels, open and edit the existing messaging channel. 3. Under Routing, enter the routing properties. | Property | Description | | --- | --- | | Enable Advanced Routing | If the Enable Advanced Routing checkbox appears, check that checkbox if you want to use Omni-Channel flows. That option routes messaging sessions in this channel based on the logic defined in an Omni-Channel flow. | | Routing Type | Select **Omni-Channel**. | | Queue | Specify the queue to which you want to route messaging sessions in this channel. The queue manages and prioritizes sessions to this channel. | 4. Under Automated Responses, enter the consent settings, conversation responses, and help. 5. Click **Save**. <!-- document id=14f680bd2a3546bab00e34af3e03d7b28e87f17c2a63120c2892dcb534adc22c url=/admin/current/en-us/service/264-0-0/messaging_route_queues.md --> # Route Service Messaging Sessions to Queues Route customer messages to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_route_queues__d314e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_route_queues__d314e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100603e102">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To create or change queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 "> <p>Customize Application</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Manage Public List Views</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To set up and edit Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100603e102 ">View Setup and Configuration</td> </tr> </tbody> </table> For help configuring routing for Enhanced Chat, see the Enhanced Chat setup documentation. ## Getting Started Before configuring your channel to route incoming messages to a queue, take care of some Omni-Channel setup. 1. Enable Omni-Channel and rep-to-rep transfers. 1. In Setup, go to the **Omni-Channel Settings** page. 2. Select **Enable Omni-Channel**. 3. To let service reps transfer messaging sessions to other reps in enhanced Messaging channels, select **Enable Skills-Based and Direct-to-Agent Routing**. 4. Configure the other [settings](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US) and save your changes. 2. If you don't already have one, create a service channel for your Messaging channels. The service channel links your routing logic to the Messaging Session object. 1. In Setup, go to the **Service Channels** page. 2. Click **New**. 3. Enter a name for your service channel, such as All Messaging. 4. Select Messaging Session as the Salesforce object. 5. Configure the other options, and save your service channel. 3. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for Messaging so reps can show their availability in Omni-Channel. If you’re not sure which statuses to create, start with these three: Available - Messaging, On Break, Busy. ## Set Up Queue-Based Routing for a New Messaging Channel If your Messaging channel doesn’t exist yet, create the channel and set up queue-based routing at the same time. These steps apply only for standard and enhanced Facebook Messenger channels and enhanced WhatsApp channels. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Settings**. 2. Under Channels, click **New Channel**. 3. Follow the prompts to create your channel. 4. Select **Create a new queue**. Follow the prompts to: 1. Create a queue and assign service reps to the queue. 2. Create a routing configuration. 3. Adjust the service rep messaging workload. 4. Exit the setup flow. 5. On the Messaging Settings page, find your new channel in the list. 6. In the channel’s action menu, select **Edit** to view your channel’s routing settings and update them if needed. ## Set Up Queue-Based Routing for an Existing Messaging Channel If you’ve already created your Messaging channel, here’s how to set up queue-based routing for it. 1. [Create an Omni-Channel queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) to receive incoming messages. Add Messaging Session as a supported object. 2. [Create a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US) for your queue. 3. [Associate your routing configuration and service reps with the queue](https://help.salesforce.com/s/articleView?language=en_US&id=sf.service_presence_associate_routing_configuration_with_queue.htm). 4. On the Messaging Settings page in Setup, find your channel in the list. 5. In the channel’s action menu, select **Edit**. 6. Edit the properties in the Routing section. 1. (Standard channels only) Leave **Enable Advanced Routing** deselected, and for Routing Type, select **Omni-Channel**. 2. (Enhanced channels only) For Routing Type, select **Omni-Queue**. 3. For Queue, select the queue that receives and prioritizes this channel’s messaging sessions. ![Routing settings with Omni-Queue selected as Routing Type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_queue_settings.png) 7. Save your changes. #### See Also - [Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&type=5&language=en_US) <!-- document id=af930546a33caa2ec70123915b9c4c1ff9ef8c39eb8b1b324c5d96d0bea2d888 url=/admin/current/en-us/service/264-0-0/messaging_routing_flows.md --> # Route Service Messaging Sessions with Omni-Channel Flows Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_routing_flows__d231e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_routing_flows__d231e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d15271e102">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">To set up and edit Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d15271e102 ">View Setup and Configuration</td> </tr> </tbody> </table> For help configuring Omni-Channel flows for Enhanced Chat, see the Enhanced Chat setup documentation. ## Step 1: Configure Omni-Channel To get started, enable Omni-Channel and update its settings. 1. In Setup, navigate to the **Omni-Channel Settings** page. 2. Select **Enable Omni-Channel**. 3. To let service reps transfer messaging sessions to other reps in enhanced Messaging channels, select **Enable Skills-Based and Direct-to-Agent Routing**. 4. Configure the other options according to your preferences, and save your changes. 5. Create a service channel for your Messaging channels. The service channel links your routing logic to the Messaging Session object. 1. In Setup, go to the **Service Channels** page. 2. Click **New**. 3. Enter a name for your service channel, such as All Messaging. 4. Select Messaging Session as the Salesforce object. 5. Configure the other options, and save your service channel. 6. [Create presence statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) for Messaging. If you’re not sure which statuses to create, start with these three: Available - Messaging, On Break, Busy. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning On the Omni-Channel settings page, you have the option to enable enhanced routing to take advantage of additional routing features. However, keep in mind that enhanced routing can’t be used with standard Messaging channels, and enabling it deactivates any active standard channels. If this happens, reactivate them by disabling enhanced routing and then refreshing your channel list on the Messaging Settings page in Setup. ## Step 2: Create an Omni-Channel Flow With the help of a Messaging flow template, create an Omni-Channel flow to route customer messages to your support team. You can create one flow to provide routing for all your Messaging channels or designate a separate flow for each channel. It’s fine to use one flow for both standard and enhanced channels.  You can create one flow to provide routing for all your Messaging channels, or designate a separate flow for each channel. It’s fine to use one flow for both standard and enhanced channels, but if you plan to use bots, know that a flow can’t route to both standard and enhanced bots. The flow is linked to each Messaging channel in the channel settings. 1. [Create an Omni-Channel queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) to serve as your fallback routing strategy, and add Messaging Session as a supported object. 2. In Setup, enter Flows in the Quick Find box, and then select **Flows** under Process Automation. 3. Click **New Flow**. 4. Select **Use a Template**, then click **Next**. 5. Select **Omni-Channel Flow** in the left pane, and click the template named **Messages Routed to Agents and Queues**. ![Flow templates window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_new_omni_flow.png) 6. To open the template, click **Create**. 7. Edit the template to reflect your routing preferences, and save your changes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Maria, the Salesforce admin at Ursa Major Solar, wants all VIP customers routed directly to Jessica, her most experienced service rep. All other customers will be routed to a queue of Ursa Major’s service reps. Here’s what she does. - Simplify the template so it has just two routing decision outcomes: VIP Customer and Other Customers. The VIP Customer outcome checks the account name of the messaging user’s contact record. If it’s one of Ursa Major’s three biggest accounts, the customer is considered a VIP. - Add a Check Availability for Routing element at the beginning of the first routing path. Choose the option to route to a service rep and select Jessica. Then, add a variable to show the number of reps online, and add a decision element with Yes and No outcomes. If the customer is a VIP and Jessica is available, their session is routed to her. If Jessica is offline, the customer is routed to the queue. - Edit the remaining flow elements and replace any placeholders with real values. For example, update all service channel placeholders to list your Messaging service channel. ![Sample Omni-Channel flow for Messaging](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_omni_flow_example.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip For help incorporating a bot into your flow, see [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&type=5&language=en_US). ## Step 3: Connect Your Flow to Your Messaging Channel After creating your Omni-Channel flow, link it to one or more Messaging channels.  1. Create your [SMS short code](https://help.salesforce.com/s/articleView?id=service.messaging_setup_shortcodes.htm&release=264.0.0&type=5 "Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages."), [SMS long code](https://help.salesforce.com/s/articleView?id=service.messaging_setup_longcodes.htm&release=264.0.0&type=5 "Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console."), [WhatsApp](https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&release=264.0.0&type=5 "Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options."), or [Facebook Messenger](https://help.salesforce.com/s/articleView?id=service.livemessage_setup_facebook_messenger_channels.htm&release=264.0.0&type=5 "Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel."), [LINE](https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5 "Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console."), or [Apple Messages for Business](https://help.salesforce.com/s/articleView?id=service.messaging_create_apple_channel.htm&release=264.0.0&type=5 "Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console.") channel. 2. On the Messaging Settings page in Setup, find your channel in the list. In the channel’s action menu, select **Edit**. 3. Edit the properties in the Routing section. 1. (Standard channels only) Select **Enable Advanced Routing**. This option lets you use an Omni-Channel flow to route your channels’ messages. Enabling advanced routing doesn’t enable enhanced Omni-Channel routing, which is a separate feature that can’t be used with standard Messaging channels. 2. (Enhanced channels only) For Routing Type, select **Omni-Flow**. 3. For Flow Definition, select your Omni-Channel flow. 4. For Fallback Queue, select the queue that you created earlier. ![Routing properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_flow_properties.png) 4. Save your changes. #### See Also - [Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&type=5&language=en_US) - [Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&type=5&language=en_US) - [How Does an Omni-Channel Flow Work?](https://help.salesforce.com/s/articleView?id=service.how_does_an_omni_channel_flow_work.htm&type=5&language=en_US) - [Route Apple Messages Inquiries by Intent and Group](https://help.salesforce.com/s/articleView?id=service.messaging_apple_routing.htm&release=264.0.0&type=5 "Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.") <!-- document id=4af98aa72aa56f0d3636e86ca4a0b2a373c70f28312a893982ace3703d12696e url=/admin/current/en-us/service/264-0-0/omnichannel_route_destination_bot.md --> # Route to a Bot Route conversations to an enhanced bot over enhanced Messaging channels. You can add powerful business rules to an Omni-Channel flow to send a conversation to a bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Route Conversations to an Enhanced Bot](https://help.salesforce.com/articleView?id=bots_service_enhanced_route_to.htm&language=en_US) <!-- document id=48c711752aa906909209749c1afa61cfbc496b30028b07cc478bf8e5ef809106 url=/admin/current/en-us/service/264-0-0/omnichannel_routing.md --> # Route to a Queue Route work to queues to distribute the workload among a team of support reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Omni-Channel routes work through two separate processes. - First, when a new work item is assigned to an Omni-Channel queue, Omni-Channel attempts to route it to a support rep. Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to reps first. Next, items are routed based on how long they’ve been sitting in the queue. The oldest work items are pushed to reps before more recent ones. (Let’s talk about the details of how that happens in a minute.) - Second, when a rep’s ability to receive work changes (perhaps they come back from “away” status, or they finish another work item), Omni-Channel tries to find work that can be routed to that rep. ## Routing New Work Items When a work item is created, it gets assigned to a queue. If that queue is associated with a Routing Configuration, it’s added to a list of items that are still waiting to be routed to reps. Then Omni-Channel determines which reps are available and how much work each rep is working on. This information comes from the UserServicePresence API object, which tracks a rep’s current capacity for work items. ## Routing Pending Work Items When a new work item is added to the list of pending items, Omni-Channel determines whether it can immediately route the work item to a rep. First, Omni-Channel identifies if any reps are online with a Presence Status that’s linked to the correct Service Channel. Let’s say your organization receives a new case that’s assigned to an Omni-Channel queue. Omni-Channel determines if there’s a Service Channel for cases. Then it checks which reps are online with a status that lets them receive new work items. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108792e93">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108792e96">What Happens</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e93 ">No reps are available.</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e96 ">If there isn’t a rep online who has the right status, Omni-Channel keeps the work item in the list of items that need to be assigned to a rep.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e93 ">Reps are available, but don’t have capacity for new work.</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e96 ">If there are one or more reps who are available, Omni-Channel checks to see if any of those reps have the capacity to take on a new work item. If there are no reps with enough capacity for more work, it leaves the work item in the list.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e93 ">Reps are available and have capacity for more work.</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e96 "> <p>If there are reps that 1) are available and 2) have capacity to work on the item, Omni-Channel checks which rep to send the work to based on your organization’s routing settings.</p> <p><strong>If your routing configuration uses the Least Active routing model</strong>, Omni-Channel looks for the rep who currently has the least amount of work compared to other reps who could take on the work item. It then routes the work item to that rep.</p> <p><strong>If your routing configuration uses the Most Available routing model</strong>, Omni-Channel looks for the rep who has the largest gap between the maximum amount of work that they can handle and the amount of work that they are working on. It then routes the work item to that rep.</p> <p style="margin-bottom:0;"><strong>But what if there’s a tie between two or more reps?</strong> In that case, Omni-Channel routes the work to the rep who received a work item the longest ago. Suppose that Rep A received work 10 minutes ago and closed it 2 minutes ago. Rep B received work 8 minutes ago and closed it 5 minutes ago. In this situation, the work would go to Rep A. </p> </td> </tr> </tbody> </table> ## When a Rep’s Ability to Receive Work Changes When a rep logs in to Omni-Channel, finishes a work item, or changes status, Omni-Channel checks to see if there is any work that it can route to the rep. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108792e167">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108792e170">What Happens</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e167 ">The rep is away.</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e170 ">Omni-Channel looks for another rep who can take the work.</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e167 ">The rep is available, but doesn’t have capacity for work.</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e170 ">Omni-Channel looks for another rep who can take the work. </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e167 ">The rep is available and has capacity for more work</td> <td data-label="What Happens" class="slds-cell-wrap" style="vertical-align:top;" headers="d108792e170 "> <p>Omni-Channel looks at the list of work items that are waiting to be routed to a rep. It checks to see if the rep is qualified to work on any of the objects, based on how much of the rep’s capacity the objects will take up, and the service channel that’s associated with the rep’s status. For example, if the rep is online with a status that makes them available for cases, it checks the list to see if there are any cases.</p> <p style="margin-bottom:0;">If the list has work items that the rep is qualified to work on, then the item with the highest priority is routed to the rep. If two or more items have the same priority, the oldest one is routed.</p> </td> </tr> </tbody> </table> ## Rerouting a Work Item Sometimes a rep declines a work item or changes their presence status and are no longer available to accept work. In that case, the work item is rerouted until it finds a qualified rep. Here’s what happens. First, Omni-Channel automatically changes the owner of the work item to the queue from which the object was originally routed. If a rep (Rep A) declines a work item, then Omni-Channel looks for another rep (Rep B) to route it to. However, the work item can be routed to Rep A again if Rep B declines it. If a rep changes their status and is unavailable, then Omni-Channel looks for another rep to route the work to. Omni-Channel repeats this process until the work item is routed to a qualified rep. ## Assignment Rules, Auto-Response Rules, Escalation Rules, and Workflow Rules Automation rules, such as assignment, auto-response, escalation, and workflow rules, aren’t triggered when Omni-Channel routes a work item to a rep and the rep accepts the work. When a rep accepts the work and then edits and saves the work item record, automation rules are triggered. - **[Prepare to Route to Queues](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_queues.htm&release=264.0.0&type=5)** Verify that you’ve completed these prerequisite tasks before you set up rules to route work to queues. <!-- document id=42d3f7d18289bcb7a5d3adb772ca5b1be8b502af9fbeab19b1607998d601f0a6 url=/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_how_it_works.md --> # Route to a Skill Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To implement skills-based routing, you define logic that determines the skills needed to route work items and identify each service rep’s skills. To define logic that determines the skills needed to route work items, use one of these methods. - Route work using an Omni-Channel flow. Omni-Channel flow offers the greatest flexibility and features not available with skills-based routing rules. With a flow, you can define skill requirements dynamically for each work item and run skills-based routing rules. See [Route Work Items to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&release=264.0.0&type=5 "Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills."). - Route work using skills-based routing rules. See [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5 "Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns."). To assign skills to service reps, define each service rep skill, and then assign them to service reps. To assign a skill to a service rep, assign the skill to a service resource and then assign the service resource to the service rep. If a service rep isn't assigned a service resource, the service rep doesn't appear in Command Center for Service when they're offline. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note With external routing, Skills-Based routing or direct-to-rep routing is not supported. 1. **[How Does Skills-Based Routing Work?](https://help.salesforce.com/s/articleView?id=service.omnichannel_how_skills_based_routing_works.htm&release=264.0.0&type=5)** Skills-based routing in Omni-Channel matches work items to the most qualified service reps based on the required skills. When a work item is created, Omni-Channel determines the required skills based on the routing configuration, skills-based routing rules, and any skill requirements passed into the Route Work action in the Omni-Channel flow. Omni-Channel then routes the item to a service rep who has all of the requisite skills and available capacity to take the work. 2. **[How Does Skills-Based Routing Differ from Queue-Based Routing?](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_comparison_to_queues.htm&release=264.0.0&type=5)** Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing. 3. **[Prepare to Route to Skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&release=264.0.0&type=5)** Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks. 4. **[Skills-Based Routing Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5)** Before you implement skills-based routing, review its limitations. #### See Also - [Route Voice Calls to a Skill with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&language=en_US) - [Transfer a Work Item to a Different Skill Set](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&language=en_US) - [Understand the Details of the Routing Lifecycle](https://help.salesforce.com/s/articleView?id=service.omnichannel_psr_lifecycle.htm&release=264.0.0&type=5 "When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork.") <!-- document id=70e53c480cc8ec180159ca3099e360dc9e7cb58bce561c8ac1b09c931ab96103 url=/admin/current/en-us/service/264-0-0/omnichannel_route_to_agent_target.md --> # Route to a Support Rep Route work directly to the preferred support rep. For example, you can route sales calls from existing customers to their account executives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note With external routing, Skills-Based routing or direct-to-rep routing is not supported. - **[Prepare to Route to Service Reps](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_agents.htm&release=264.0.0&type=5)** Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps. <!-- document id=bf4409e486f7d3d52a8951f619e246f7da46a4e3075bc2746c112be7c86d0c6d url=/admin/current/en-us/service/264-0-0/omnichannel_route_to_ai_agent_target.md --> # Route to an Agentforce Service Agent Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Create an Omni-Channel Flow to Route to an Agentforce Service Agent: - From Setup, in the Quick Find box, enter Flows, and then select Flows. - Select an existing Omni-Channel flow to edit, or follow the steps to [create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_create_a_flow.htm&type=5). - Open the flow in Flow Builder. Drag the Route Work action onto the canvas. - Enter a Label name and API name for the action, and optionally, a description. - In Set Input Values, set the Record ID Variable. - To route conversations to the respective service channels: - For voice conversations, select Phone in the Service Channel dropdown. - For messaging conversations, select Messaging in the Service Channel dropdown. - In the Route To dropdown, select Agentforce Service Agent. - In the Agentforce Service Agent dropdown, select the ASA Agent. - Save the flow and activate it. ![Route message conversations to an Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_omnichannel_route_messaging_to_asa.png) ![Route voice conversations to an Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/rn_omnichannel_route_voice_to%20asa.png) #### See Also - [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&type=5&language=en_US) <!-- document id=c15c34b6a7e1bd9264fdb0e880017746a14f948506adaeafb266d9f8769f4788 url=/admin/current/en-us/service/264-0-0/voice_omni_unified_routing_route_to_rep.md --> # Route Voice Calls Directly to a Specific Rep with Omni-Channel Unified Routing Route voice calls directly to a preferred rep by using Omni-Channel Unified Routing. For example, you can route sales calls from customers to their account executives. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76911e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76911e76 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76911e76 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76911e76 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76911e76 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> - **[Route Calls Directly to a Rep with an Assigned Number](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&release=264.0.0&type=5)** Route voice calls directly to and from a rep with Omni-Channel Unified Routing. This setup covers more basic routing and use cases where reps need their own number for direct inbound and outbound calls. - **[Route Calls Directly to a Rep with an Omni-Channel Flow and Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&release=264.0.0&type=5)** Route voice calls directly to a rep with an Omni-Channel flow and Unified Routing with Omni-Channel. This setup is best for use cases that require more advanced routing logic and a single phone number for incoming calls. ## Route Calls Directly to a Rep with an Assigned Number Route voice calls directly to and from a rep with Omni-Channel Unified Routing. This setup covers more basic routing and use cases where reps need their own number for direct inbound and outbound calls. Before you begin: - [Configure Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for a contact center. - For direct-to-rep routing, your contact center must have a holding queue in Salesforce that’s mapped to a working queue in Amazon Connect. - You don’t need to claim a phone number for your contact center. You will claim numbers for each rep during a later step. - [Prepare to route to reps](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_agents.htm&language=en_US). - Set up rep statuses and capacity. - Create service resources for reps. - Add reps to the contact center. - Map Salesforce users to telephony provider users. Follow steps to [Set up a phone number for each rep for inbound and outbound calls](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&language=en_US), but make these adjustments in Amazon Connect. 1. Edit an existing flow or use the Sample SCV Omni-Channel Subflow - Omni Routing for Direct To Agent. This sample flow is specially designed to meet Omni-Channel Unified Routing requirements. 2. If editing an existing flow, note the requirements in the Configure Direct-to-Rep Routing with an Omni-Channel Flow in Amazon Connect section on this page. ## Route Calls Directly to a Rep with an Omni-Channel Flow and Omni-Channel Unified Routing Route voice calls directly to a rep with an Omni-Channel flow and Unified Routing with Omni-Channel. This setup is best for use cases that require more advanced routing logic and a single phone number for incoming calls. Before you begin: - [Configure Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for a contact center. - For direct-to-rep routing, your contact center must have a holding queue in Salesforce that’s mapped to a working queue in Amazon Connect. - [Prepare to route to reps](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_agents.htm&language=en_US). - Set up rep statuses and capacity. - Create service resources for reps. - Add reps to the contact center. - Map Salesforce users to telephony provider users. ### Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup. 1. From Setup, enter and select `Omni-Channel Settings`. Enable the **Enable Skills-Based and Direct-to-Agent Routing** option. 2. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US). 3. Drag the **Route Work** action onto the canvas. 4. Give the action a label and an API Name and, optionally, a description. 5. Under **Set Input Values** | **Record ID**, create and select [a recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&language=en_US). 6. Under Route To, select **Agent**. 7. Under Agent, select an option. 1. **Select Agent**: Specify the rep to route the work item to. 2. **Use Variable**: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record. 8. To assign work to the preferred rep only when they become available, click **Required Agent** and specify the **Routing Configuration** to use for routing parameters. ![Route Work action with Required Agent selected under Agent section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_direct_to_rep_flow_specific_rep_required.png) 9. Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the **Required Agent** checkbox. Then, specify the backup queue to route the work item to. ![Route Work action with Required Agent deselected in Agent section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_direct_to_rep_flow_specific_rep_not_required.png) ### Configure Direct-to-Rep Routing with an Omni-Channel Flow in Amazon Connect Finish configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Amazon Connect. 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, go to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. In Amazon Connect, select **Routing**, then **Flows**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup. For example, edit your inbound flow to meet the requirements below. - If you’re using our sample flows end-to-end, edit the Sample SCV Inbound Flow to transfer to the Sample SCV Omni-Channel Subflow - Omni Routing for Direct To Agent subflow. 3. Edit the Sample SCV Omni-Channel Subflow - Omni Routing for Direct To Agent subflow according to your business needs. While Salesforce provides sample Amazon Connect flows as a reference, each organization usually adds unique business logic to their flow implementations. If you are updating an Amazon Connect flow to enable Omni-Channel Unified Routing directly to reps, reference the example flow (Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation) and keep these considerations and requirements in mind. ![Sample SCV Omni-Channel Subflow - Omni Routing With Case Creation with callouts on a Set routing criteria block, Invoke AWS Lambda function block, and Set working queue block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_flow_considerations_direct_rep.png) 1. Include a **Set routing criteria** block (1) before the Invoke AWS Lambda function block that invokes the executeOmniFlow method. ![Set routing criteria block with Set manually selected, Requirements lists a Requirement type of Predefined attribute and a Routing (True) >= 1 requirement and Expiration set to Never expire.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-set-routing-criteria.png) 2. In the Invoke AWS Lambda function block that calls executeOmniFlow (2), edit the Function input parameter with the **Destination Key** of `flowDevName`. For **Value**, select **Set manually**, and set the value to the API name of the Omni-Channel flow that goes directly to a rep. 3. If you’re using the holding queue approach that we recommend, the **Set working queue** block (3) should be set **By Queue** manually to the working (holding) queue. ![Set working queue block with By queue selected, Set manually selected, and the holding queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-config-set-working-queue.png) 4. Save your work and publish the flow. <!-- document id=a1d55abd2be7c78263e419db41e44e6f1fcc6c66d432bd121526216a0050a87c url=/admin/current/en-us/service/264-0-0/voice_omni_unified_routing_route_to_skill.md --> # Route Voice Calls to a Skill with Omni-Channel Unified Routing Using Unified Routing with Omni-Channel, route voice calls with Omni-Channel skills. Make sure that a rep who has the correct skills to solve the problem takes the call. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d166197e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">Salesforce Voice Contact Center Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">To assign skills to service resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166197e72 ">Edit on service resources</td> </tr> </tbody> </table> Before you begin: - [Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for a contact center. - For skill-based routing, your contact center must have a holding queue in Salesforce that’s mapped to a working queue in Amazon Connect. This holding queue is required because Amazon requires a working queue, even though executeOmniFlow only returns a rep’s ARN for skill-based routing. To set up routing to a skill, define logic that determines the skills needed to route work items and then assign skills to reps. To assign a skill to a rep, assign the skill to a service resource and then assign the service resource to the rep. Set up an Omni-Channel flow in Salesforce to route work items to reps based on the required skills. Then finish configuration in Amazon Connect. ## Configure Skills-Based Routing with Omni-Channel Unified Routing in Salesforce 1. [Prepare to route to skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&language=en_US). 1. Enable skills-based routing in Omni-Channel Settings. 2. Create skills. For example, create skills that correspond to languages used for voice calls. Skills can’t be deleted after they are created. 3. Create service resources and assign skills to service resources. This configuration assigns skills to reps. 2. Create an Omni-Channel flow with an [Add Skill Requirements action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&language=en_US). 1. Store the output value in a variable that the Route Work action will use. ![Include an Add Skill Requirements action in the flow, using a skill like spoken English](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_skill_add_skill_requirements_action.png) 3. [Add a Route Work action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&type=5&language=en_US) to the flow. 1. Route to Skills. 2. For Skill Requirements, select **Define Skill Requirements**. ![Add a Route Work action to the flow, route a single recordId variable on a Phone service channel to Skills. Define skill requirements using a Skill Requirement list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_skill_edit_route_work_skills.png) 4. From Setup, enter and select `Amazon Contact Centers`. Select your Amazon Connect Contact Center and go to the Contact Center Channels section. Create a Contact Center Channel or edit a channel to use it for skills-based routing. 1. Under Call Routing, set **Call Routing Type** to **Omni-Channel Flow** and select the Omni-Channel flow you defined. 2. Set the fallback queue to a queue you created when setting up Unified Routing. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For an alternative to using an Omni-Channel flow with an Add Skill Requirements action, see [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US). ## Configure Skills-Based Routing with Omni-Channel Unified Routing in Amazon Connect 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. In Amazon Connect, select **Routing** and then select **Flows**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup. For example, edit your inbound flow to meet the requirements below. - If you’re using our sample flows end-to-end, edit the Sample SCV Inbound Flow to transfer to the Sample SCV Omni-Channel Subflow - Omni Routing for Skills flow. 3. Edit the Sample SCV Omni-Channel Subflow - Omni Routing for Skills flow or your preexisting inbound flow that’s connected to a phone number according to your business needs. While Salesforce provides sample Amazon Connect flows as a reference, each organization usually adds unique business logic to their flow implementations. If you are updating an Amazon Connect flow to enable Omni-Channel Unified Routing to skills, reference the example flow (Sample SCV Omni-Channel Subflow - Omni Routing for Skills) and keep these considerations and requirements in mind. ![Sample SCV Omni-Channel Subflow - Omni Routing for Skills with callouts on a Set routing criteria block and Set working queue block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_flow_considerations_skills.png) 1. Include a **Set routing criteria** block (1) before the Invoke AWS Lambda function block that invokes the executeOmniFlow method. ![Set routing criteria block with Set manually selected, Requirements lists a Requirement type of Predefined attribute and a Routing (True) >= 1 requirement and Expiration set to Never expire.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-set-routing-criteria.png) 2. In the **Invoke AWS Lambda** function block that calls executeOmniFlow (2), add a Function input parameter with the **Destination Key** of `flowDevName`. For Value, select **Set manually**, and set the value to the API name of the Omni-Channel flow used to route to skills. For additional options including fallbackQueue and flowInput parameters, see [InvokeTelephonyIntegrationApiFunction Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_invoketelephonyintegration.htm) for details. 3. If you’re using the holding queue approach that we recommend, the **Set working queue** block (3) should be set **By Queue** manually to the working (holding) queue. ![Set working queue block with By queue selected, Set manually selected, and the holding queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-config-set-working-queue.png) 4. Save your work and publish the flow. <!-- document id=6c2c3e718d42156cfda2df388977ebd1f1dde12d960a41936aa0e96636f97d0c url=/admin/current/en-us/service/264-0-0/omnichannel_unified_routing_voice.md --> # Route Voice Calls with Omni-Channel Unified Routing Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions for Omni-Channel</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US" target="_blank">View supported editions for Salesforce Voice</a>.</td></tr></tbody></table> #### See Also - [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&language=en_US) <!-- document id=392d594571e9773732fe85c2c41b120602e2c0c57c66e242a5184bb2c882f0c0 url=/admin/current/en-us/service/264-0-0/omnichannel_route_to_specific_agent.md --> # Route Work Items Directly to a Specific Support Rep Automatically route work items directly to a support rep using Direct-to-Agent routing. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To route all work items, except voice calls, in Omni-Channel Settings under Setup, verify that you’ve enabled **Enable Skills-Based and Direct-to-Agent Routing**. Without enabling this option, you can’t route these types of work items to a specific support rep. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To route voice calls to a support specific rep, don't select **Enable Skills-Based and Direct-to-Agent Routing** unless you’re using Omni-Channel Unified Routing. For other routing models, this option isn't required. 1. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs."). 2. Drag the **Route Work** action onto the canvas. 3. Give the action a label and an API Name and, optionally, a description. 4. Under **Set Input Values** | **Record ID**, select the [recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&release=264.0.0&type=5 "To store the ID of the work item in the flow, create the recordId variable.") you created. 5. Under **Route To**, select **Agent**. 6. Under Agent, select either of the following options: 1. **Select Agent**—Specify the support rep to route the work item to. 2. **Use Variable**—Use a variable to find the appropriate support rep. For example, you can determine the preferred rep associated with the customer’s Contact record. In this example, we have a lookup field on the Contact record that defines a preferred rep for this contact. We pass in that Agent ID as a variable. While migrating Omni-Channel Flows with Omni Actions, use a variable to better support migration of the actions. 7. To assign work to only the preferred support rep when they become available: 1. Click **Required Agent**. 2. Specify the **Routing Configuration** to use for routing parameters. 3. For voice calls, don’t select **Required Agent**. Assigning voice calls to required reps isn't supported unless you are using Omni-Channel Unified Routing. If this option isn't selected and the preferred rep isn't online and available, the call is routed to someone else. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a specific rep is required, **Push Time-0ut** in the routing configuration settings or **Allow Agents to Decline Work Requests** in the presence configuration settings are ignored. 8. Alternately, to route work to a queue when the preferred rep is unavailable, clear the **Required Agent** checkbox. Then specify the backup queue to route the work item to. #### See Also - [Route Voice Calls Directly to a Specific Rep with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_rep.htm&language=en_US) <!-- document id=bc4e7476b8ee2d1b9bbd375c9b3fc6290075f63356308cc7375a8a15541133af url=/admin/current/en-us/service/264-0-0/omnichannel_route_to_bot.md --> # Route Work Items to an Enhanced Bot Automatically route conversations to an enhanced bot using enhanced Messaging channels, based on your business criteria. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions for Einstein Bots</a>.</td></tr></tbody></table> Enhanced Bots work only with [enhanced channels](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&type=5&language=en_US), including Enhanced Chat and enhanced third-party channels. To access enhanced channels, contact your Salesforce account executive. Omni-Channel Flow for Chat is not available for Einstein Bots. Before you begin, [create and activate an enhanced bot](https://help.salesforce.com/articleView?id=bots_service_enhanced_create.htm&language=en_US). 1. Select an existing Omni-Channel flow to edit, or follow the steps to [create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs."). 2. Drag the Route Work action onto the canvas. Route Work actions are the last object in the flow. 3. Give the action a label and API name and optionally, a description. 4. Under Set Input Values, complete the required fields. - For the Record ID field, select the [recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.") that you created. - For the Service Channel field, select **Messaging**. - For the Route To field, select **Bot** to populate the list of enhanced bots. 5. Under Bots, select your bot. Only active bots are available. If your bot doesn’t appear in the list, [activate your bot](https://help.salesforce.com/articleView?id=bots_service_activate_bot.htm&language=en_US), refresh Flow Builder, and try again. If you deactivate your bot later, it’s still associated with any flows that you added it to. 6. Under Queue, select a fallback queue where the Omni-Channel Flow sends the conversation if routing is unsuccessful. 7. Save your changes. All Omni-Channel flows that route conversations to your bot appear in the Inbound Omni-Channel Flows section of the Bot Overview page. #### See Also - [Set Up Enhanced Bots](https://help.salesforce.com/articleView?id=bots_service_enhanced.htm&language=en_US) <!-- document id=77a26a9986e75d7522ed78b2a743129184f193179e84d3e670239ecbe0c04cfb url=/admin/current/en-us/service/264-0-0/omnichannel_route_to_queues.md --> # Route Work Items to Queues Automatically route work to a specific queue using variables. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs."). 2. Drag the **Route Work** action onto the canvas. 3. Give the action a label and API name and optionally, a description. 4. Under Set Input Values, select how many items to route work for. To route one item, select **Single** and select a flow variable of type Text that contains the record ID to route work for. To route work for up to 100 items, select **Multiple** and provide a flow variable that’s a collection variable of type Text with the list of record IDs to be routed. If you specify a collection of records and the flow can’t find one of them, it rolls back the changes and routes none of them. 5. Under Service Channel, select the channel. 6. Under Route To, select **Queue**. 7. Under Queue, select either of the following options: 1. Select Queue—Specify the queue to route to. 2. Use Variable—Use a variable to find the appropriate queue. For example, the variable can represent a department queue that’s related to the customer’s Contact record. While migrating Omni-Channel Flows with Omni Actions, use a variable to better support migration of the action. ![New action routing case to queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_route_queue.png) If the flow finds a record but can’t route it to the specified queue for some reason, the record is routed to the fallback queue. <!-- document id=0c16436465856326f3e75f519202a21c3a8a13b4c779157f283efe47079eb40c url=/admin/current/en-us/service/264-0-0/omnichannel_route_using_skills.md --> # Route Work Items to Skills Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Example flow with three Add Skill Requirements and one Route Work actions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_route_using_skills.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t use skills-based routing for voice calls. - **[Prerequisites to Route Work to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills_prereqs.htm&release=264.0.0&type=5)** Before you can route work items to skills using an Omni-Channel flow or skills-based routing rules, you must complete the prerequisites. - **[Add a Skill Requirement Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&release=264.0.0&type=5)** Add skill requirements to your work items to ensure the work is routed to the best service rep for the customer’s issue. You can add up to 10 skills with the Add Skill Requirements action and can define 20 skills overall in the flow when routing an individual work item. - **[Add a Route Work Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&release=264.0.0&type=5)** Route work items to service reps with specific skills using an Omni-Channel flow. #### See Also - [Route Voice Calls to a Skill with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&language=en_US) <!-- document id=8e9984a53660c807dfb5409ff55dfb765e946168624ccf8ce2044438e0e6da21 url=/admin/current/en-us/service/264-0-0/omnichannel_einstein_case_routing.md --> # Route Work with Einstein Case Routing Save service reps' time with Einstein. When Einstein Case Classification updates a field on a case, Einstein Case Routing runs your assignment rules to route the case to a service rep. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> [![Watch Video Demo](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/play_btn.png) One-Minute Feature Tour: Einstein Case Classification and Case Routing](https://salesforce.vidyard.com/watch/SVYoP4cGZbsbeAhcLjGRiF) If you use case assignment rules or skills-based routing rules, we handle the routing for you. Use the [settings in Einstein Case Classification](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&language=en_US) to route cases to service reps after Einstein makes changes. If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, subscribe to [AIUpdateRecordEvent](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/sforce_api_objects_aiupdaterecordevent.htm). After you get notified of Einstein changes through AIUpdateRecordEvent, rerun your routing logic. <!-- document id=4c7d6135478bbc66e0999334a40e70d26660eaa9d1e8f20b2b9b5a66f5602635 url=/admin/current/en-us/service/264-0-0/omnichannel_intro.md --> # Route Work with Omni-Channel Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your support reps’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which reps can work on different types of assignments. For example, create one group of reps to respond to leads and sales inquiries, and another group that helps customers with support questions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). Omni-Channel is supported in both Lightning Experience (recommended) and Salesforce Classic. You can run Omni-Channel in both standard and console apps. Omni-Channel routes work requests to the most available and qualified support reps in the app. You can also provide real-time operational intelligence to support supervisors with Command Center for Service. Reps no longer have to pick and choose work assignments manually from a queue, which saves everyone in your call center time, effort, and brainpower. Because it’s easier for reps to work on their assignments, they can assist your customers faster and more effectively and close assignments more quickly. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. Review these recommendations: - Use Omni-Channel to route and assign work. Omni-Channel finds the best assignee based on your Omni-Channel configuration and service rep capacity. You can also use Omni-Channel flows and route work based on skills. Also, reps can use the Omni-Channel widget to see and manage work assigned to them. - Use Enhanced instead of Standard Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for reps and supervisors than Standard Omni-Channel. Also, future Omni-Channel features are developed on Enhanced Omni-Channel. See [Comparison of Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.") and [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5 "Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs."). - **[Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work.htm&release=264.0.0&type=5)** Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. - **[Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&release=264.0.0&type=5)** Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps. - **[Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&release=264.0.0&type=5)** If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps. - **[Test Your Omni-Channel Implementation](https://help.salesforce.com/s/articleView?id=service.service_presence_test_your_implementation.htm&release=264.0.0&type=5)** Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. - **[Manage Support Reps, Queues, and Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_manage_with_omni_supervisor.htm&release=264.0.0&type=5)** Manage support reps, queues, and skills in your organization. - **[Provide Customer Support for Real-Time Channels with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_support.htm&release=264.0.0&type=5)** Service customers using their preferred means of real-time communication, including phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to your supervisor to get support. - **[Prioritize Work By Acceptance Due Date](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_by_due_date.htm&release=264.0.0&type=5)** Omni-Channel enables you to consider future dates while prioritizing work. This helps enhance routing prioritization and improves overall efficiency and SLA management. As a result, supervisors can more effectively monitor and manage their team's workload in relation to their SLA commitments. You can include an Acceptance Due Date with route work actions in Omni-Channel flows, allowing supervisors to see the due date for rep work. While submitting a work item, the admin can assign a target date to the work item. This is the date by which the admin expects the work to be accepted. Based on the target date, an admin can select the due date by which a service rep needs to accept the work item. - **[Schedule Work Items for Future Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_schedule_work_items_for_future_routing.htm&release=264.0.0&type=5)** Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately. - **[Prioritize Work Items with Custom Request Date](https://help.salesforce.com/s/articleView?id=service.omnichannel_prioritize_work_items_with_custom_request_date.htm&release=264.0.0&type=5)** Maintain the original priority of a work item even if it's rerouted or reassigned. - **[Optimized Routing for Agentforce Agents and Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.omnichannel_optimized_routing_for_ai_agents.htm&release=264.0.0&type=5)** Agentforce agents and enhanced bots use optimized routing to connect users to support faster. <!-- document id=1d92272b11a0db05b1ef53f0f87603fb56765fb950bfc64528f2bcb97abbdf2d url=/admin/current/en-us/service/264-0-0/omnichannel_route_work.md --> # Route Work with Omni-Channel Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Omni-Channel routes work based on the defined routing logic. When a support rep is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the rep’s capacity consumed by the work item. But the declined work item remains owned by the declining rep until the work is routed again. If the rep declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that rep again. If a rep accepts the work, they can transfer the work to another rep. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). - **[Understand the Details of the Routing Lifecycle](https://help.salesforce.com/s/articleView?id=service.omnichannel_psr_lifecycle.htm&release=264.0.0&type=5)** When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork. - **[Choose Your Routing Strategy](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_strategies.htm&release=264.0.0&type=5)** Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports. - **[Choose Your Routing Destination](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_targets.htm&release=264.0.0&type=5)** Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots. - **[Configure Your Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_methods.htm&release=264.0.0&type=5)** You can use these ways to route work. - **[Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5)** When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. - **[Set Up Work Reassignment](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&release=264.0.0&type=5)** To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout. - **[Routing Work When the Omni-Channel Routing Service Is Unavailable](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_with_service_degradation.htm&release=264.0.0&type=5)** If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution. <!-- document id=e3436d0aa4ab28774eb483d799ba7fadf6580133b13127ceab9f1ac59ddc1a44 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_routing_studio.md --> # Route Your Autonomous Scheduling Conversations in the New Agentforce Builder Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and must be done manually. Autonomous Scheduling requires separate agents for Customer-Initiated Scheduling and Customer Outreach. The Customer-Initiated Scheduling agent requires the customer to verify their identity and includes a welcome message that’s shown at the beginning of the conversation. The Customer Outreach agent doesn’t ask the customer to verify their identity and it doesn’t include a welcome message. It’s set up this way because you’re reaching out to a specific customer with a predefined outreach message and therefore you don’t need them to verify their identity. For a smooth customer experience, it’s best practice to have these agents use the same messaging channel, but make sure that your setup can recognize which agent should be triggered at the start of the messaging session. This way, the customer is only asked to verify their identity when needed and the welcome message is only shown when needed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61289e103">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61289e103 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61289e103 ">Manage Flow</td> </tr> </tbody> </table> ## Set Up the Inbound Routing Flow and Connect it to Your Messaging Channel To use a single messaging channel for both the Customer-Initiated Scheduling agent and the Customer Outreach agent, follow these steps. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you already created an inbound flow when setting up the routing for your Customer-Initiated Scheduling agent, open that flow and skip to Step 5. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. After the Process Customer’s Locale element, add a Get Records element. 1. For Label, enter Get Messaging Session. The API name is populated for you. 2. For Object, find and select Messaging Session. 3. Under Filter Messaging Session Records, enter this condition: Field: Messaging Session ID Operator: Equals Value: recordID 6. After the Get Records element, add a Decision element. 1. For Label, enter Is Messaging Session Outbound or Inbound? The API name is populated for you. 2. Add the details of the first outcome. Outcome Label: Outbound Resource: Find and select Messaging Session from Get Messaging Session and then find and select Origin. When you click the value, it looks like this {!Get\_Messaging\_Session.Origin}. Value: Triggered Outbound 3. In the second outcome, for the Outcome Label, enter Inbound (Default). 7. Remove the Route Work element from the end of the flow. 8. After the Outbound decision outcome, add a Route Work action. 1. For Label, enter Route to Customer Outreach Agent. The API name is populated for you. 2. For Record ID Variable, find and select the **recordID** variable. 3. For Service Channel, select **Messaging**. 4. For Route To, select **Agentforce Service Agent**. 5. For Agentforce Service Agent, find and select the agent that you created for Customer Outreach. 6. Find and select your Fallback Queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). 9. After the Inbound decision outcome, add a Route Work action. 1. Copy the Route Work element that you created and paste it under the Inbound decision outcome. 2. Change the label to Route to Customer-Initiated Scheduling Agent. Update the API name accordingly. 3. For Agentforce Service Agent, find and select the agent that you created for Customer-Initiated Scheduling. 10. Save and activate the flow. 11. Connect the flow to your messaging channel. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Omni-Flow**. 5. For Flow Definition, select the Inbound flow that you created. 6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flows. 7. Save your changes. ## Set Up the Escalations Flow and Connect it to Your Agent This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify. 1. Set up the flow. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you want to use the same flow that you created for Customer-Initiated Scheduling, skip to Step 2. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue. 6. For Route To, select **Queue**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 7. Find and select your Queue ID. 8. Save and activate the flow. 2. Connect the flow to your agent. 1. From the App Launcher, enter Agent, and then select **Agentforce Studio**. 2. On the Agents tab, click the name of your agent. 3. In the Explorer panel, select the Settings of your Messaging connection. 4. On the canvas, select the flow that you created in the Escalation Flow field. If your flow doesn’t appear in the list, activate the flow and try again. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you have an [inbound flow](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "To use a single messaging channel for both the Customer-Initiated Scheduling agent and the Customer Outreach agent, follow these steps."), make sure that you can also see the connection to that flow in these settings. <!-- document id=d761cddb237abf5afa7ca3ab0853d554aca04505deb3dcadff50b3b11104bac6 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_routing.md --> # Route Your Customer Outreach Conversations in the Legacy Agentforce Builder Set up Omni-Channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> Autonomous Scheduling requires separate agents for Customer-Initiated Scheduling and Customer Outreach. While both agents are based on the Agentforce Service Agent type, they’re set up differently. The Customer-Initiated Scheduling agent requires the customer to verify their identity and includes a welcome message that’s shown at the beginning of the conversation. The Customer Outreach agent doesn’t ask the customer to verify their identity and it doesn’t include a welcome message. It’s set up this way because you’re reaching out to a specific customer with a predefined outreach message and therefore you don’t need them to verify their identity. For a smooth customer experience, it’s best practice to have these agents use the same messaging channel, but make sure that your setup can recognize which agent should be triggered at the start of the messaging session. This way, the customer is only asked to verify their identity when needed and the welcome message is only shown when needed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d74364e99">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d74364e99 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d74364e99 ">Manage Flow</td> </tr> </tbody> </table> ## Set Up the Inbound Omni-Channel Flow This flow routes incoming conversations to the required agent. If you’ve already created an inbound Omni-Channel flow for Customer-Initiated Scheduling, open the existing flow and skip to step 5. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. After the Process Customer’s Locale element, add a Get Records element. 1. For Label, enter Get Messaging Session. The API name is populated for you. 2. For Object, find and select Messaging Session. 3. Under Filter Messaging Session Records, enter this condition: Field: Messaging Session ID Operator: Equals Value: recordID 6. After the Get Records element, add a Decision element. 1. For Label, enter Is Messaging Session Outbound or Inbound? The API name is populated for you. 2. Add the details of the first outcome. Outcome Label: Outbound Resource: Find and select Messaging Session from Get Messaging Session and then find and select Origin. When you click the value, it looks like this {!Get\_Messaging\_Session.Origin}. Value: Triggered Outbound 3. In the second outcome, for the Outcome Label, enter Inbound (Default). 7. Open the Route to Service Agent element. 1. For Route To, select **Agentforce Service Agent**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 2. For Agentforce Service Agent, find and select the agent that you created for Customer Outreach. 3. Find and select your Fallback Queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fallback queue routes conversations between the agent and service reps when an escalation is required. If you don’t already have a queue, see [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). 8. After the Inbound decision outcome, add a Route Work action. 1. Copy the previous Route Work element and paste it under the Inbound decision outcome. 2. Change the label to Route to Customer-Initiated Scheduling Agent. Update the API name accordingly. 3. For Agentforce Service Agent, find and select the agent that you created for Customer-Initiated Scheduling. 9. Save and activate the flow. ## Set Up the Outbound Omni-Channel Flow for Escalations This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify. If you’ve already created an escalation Omni-Channel flow as part of the setup for Customer-Initiated Scheduling, you can skip this entire procedure. The same flow can be used for Customer Outreach as well. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Remove the Process Customer’s Locale element. 6. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue. 7. For Route To, select **Queue**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 8. Find and select your Queue ID. 9. Save and activate the flow. ## Connect the Omni-Channel Flows to Your Agents 1. In Setup, find and select **Agentforce Agents**. 2. Open the agent that you set up for Customer-Initiated Scheduling. 3. Click **Open in Builder**. 4. Deactivate the agent so that you can make changes. 5. Open the **Connections** tab. 6. Under Inbound Omni-Channel Flows, make sure that you can see the inbound flow that you set up. 7. Under Outbound Omni-Channel Flow, select the outbound escalation flow that you created. 8. Save your changes. 9. Activate the agent. 10. Repeat these steps to also connect the Omni-Channel flows to the agent that you set up for Customer Outreach. ## Connect the Omni-Channel Flows to Your Messaging Channel If you’ve already connected the Omni-Channel flows as part of the setup for Customer-Initiated Scheduling, you can skip this entire procedure. The same flow can be used for Customer Outreach as well. 1. In Setup, find and select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Omni-Flow**. 5. For Flow Definition, select the inbound flow that you created. 6. For Fallback Queue, select the same queue that you selected when you created your inbound Omni-Channel flows. 7. Save your changes. <!-- document id=54ea8108ed15892616a2ba105068065d44853b6d87330495b04b8cd26c76031b url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_customer_initiated_setup_routing.md --> # Route Your Customer-Initiated Scheduling Conversations in the Legacy Agentforce Builder Set up Omni-Channel flows to route conversations to and from your agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13198e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13198e84 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13198e84 ">Manage Flow</td> </tr> </tbody> </table> ## Set Up the Outbound Omni-Channel Flow for Escalations This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue. 6. For Route To, select **Queue**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 7. Find and select your Queue ID. 8. Save and activate the flow. ## Set Up the Inbound Routing Flow and Connect it to Your Messaging Channel (Optional) In the initial setup, you connected the agent directly to your messaging channel. If you want to add additional logic to the routing of incoming conversations, you can set up a flow and then connect that flow to your messaging channel. 1. Set up the flow. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Open the Route to Service Agent element. 6. For Route To, select **Agentforce Service Agent**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 7. For Agentforce Service Agent, find and select the agent that you created. 8. Find and select your Fallback Queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). 9. Add additional elements as required. 10. Save and activate the flow. 2. Connect the flow to your messaging channel. 1. In Setup, find and select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Omni-Flow**. 5. For Flow Definition, select the inbound flow that you created. 6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flows. 7. Save your changes. Now that you’ve finished setting up Customer-Initiated Scheduling, you can move on to setting up [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup.htm&release=264.0.0&type=5 "Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent."). <!-- document id=e3b7b79f712b1ce0a55ea164d51306045b02420d7eda2ff4ec3b8965f686cdf2 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_customer_initiated_setup_routing_studio.md --> # Route Your Customer-Initiated Scheduling Conversations in the New Agentforce Builder Set up flows to route conversations to and from your agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40201e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40201e84 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40201e84 ">Manage Flow</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This task isn’t completed in the Salesforce Go setup and must be done manually. ## Set Up the Escalations Flow and Connect it to Your Agent This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify. 1. Set up the flow. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue. 6. For Route To, select **Queue**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 7. Find and select your Queue ID. 8. Save and activate the flow. 2. Connect the flow to your agent. 1. From the App Launcher, enter Agent, and then select **Agentforce Studio**. 2. On the Agents tab, click the name of your agent. 3. In the Explorer panel, select the Settings of your Messaging connection. 4. On the canvas, select the flow that you created in the Escalation Flow field. If your flow doesn’t appear in the list, activate the flow and try again. ## Set Up the Inbound Routing Flow and Connect it to Your Messaging Channel (Optional) In the initial setup, you connected the agent directly to your messaging channel. If you want to add additional logic to the routing of incoming conversations, you can set up a flow and then connect that flow to your messaging channel. 1. Set up the flow. 1. In Setup, find and select **Flows**. 2. Open the **Route Conversations to Agentforce Service Agents** flow. 3. Click **Save As New Flow**. 4. Enter a label. The API name is populated for you. 5. Open the Route to Service Agent element. 6. For Route To, select **Agentforce Service Agent**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see this field, remove the selected Service Channel and add it again. 7. For Agentforce Service Agent, find and select the agent that you created. 8. Find and select your Fallback Queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). 9. Add additional elements as required. 10. Save and activate the flow. 2. Connect the flow to your messaging channel. 1. In Setup, find and select **Messaging Settings**. 2. Open the required messaging channel. 3. In Omni-Channel Routing, click **Edit**. 4. For Routing Type, select **Omni-Flow**. 5. For Flow Definition, select the inbound flow that you created. 6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flow. 7. Save your changes. Now that you’ve finished setting up Customer-Initiated Scheduling, you can move on to setting up [Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_studio.htm&release=264.0.0&type=5 "Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent."). <!-- document id=77b8b6e953f247a42248a20abf459f8fe4ca19ec4c919866c119d9bd32bcb710 url=/admin/current/en-us/service/264-0-0/it_srvcs_routing.md --> # Routing and Assignment for IT Services Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Automate IT Work Assignment with Assignment Rules and Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assgnmnt_omnichannel_example.htm&release=264.0.0&type=5)** Know how a new incident for an IT issue is routed to the right support agent by using a combination of assignment rules and omnichannel routing. - **[Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5)** Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue. - **[Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5)** Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays. <!-- document id=8f0a6867508f5d9157da1eb05e33516ad507148516811d3db10a1b31585c4f11 url=/admin/current/en-us/service/264-0-0/service_presence_routing_configuration_settings.md --> # Routing Configuration Settings Customize your routing configuration settings to define how work items are pushed to service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Basic Information <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50.495049504950494%"> <col style="width:49.504950495049506%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33150e60">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33150e63">What It Does</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e60 "> <samp class="parmname">Routing Configuration Name</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e63 "> <p>Names the service routing configuration.</p> <p style="margin-bottom:0;">This routing configuration name, or a version of it, automatically becomes the <samp class="parmname">Developer Name</samp>.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e60 "> <samp class="parmname">Developer Name</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e63 ">Sets the API name for the service routing configuration.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e60 "> <samp class="parmname">Overflow Assignee</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e63 "> <p>Sets the user or queue that Omni-Channel routes items to when your org reaches Omni-Channel limits. The overflow assignee must be a user or a queue without a routing configuration. Ensure that you:</p> <ul> <li>Select a user or queue that has access to the objects handled by the queue or queues using this routing configuration.</li> <li>Assign a routing configuration with an overflow assignee to all Omni-Channel queues involved in a bulk operation, such as changing the status or owner for multiple requests.</li> </ul> </td> </tr> </tbody> </table> ## Routing Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33150e137">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33150e140">What It Does</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e137 "> <samp class="parmname">Routing Priority</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e140 "> <p>The order in which work items from the queue that are associated with this routing configuration are routed to service reps. Objects in queues with a lower number are routed to service reps first. </p> <p>For example, if you set the priority for highly qualified leads to 1 and the priority for less qualified leads to 2, highly qualified leads are routed and assigned to service reps before less qualified leads.</p> <p>On the backend, we identify service reps with available capacity, and then we assign work to them based on this priority order.</p><a name="service_presence_routing_configuration_settings__ol_zg1_3dm_32c"><!-- --></a> <ol id="service_presence_routing_configuration_settings__ol_zg1_3dm_32c"> <li>The priority of the queue from which the work item came</li> <li>The amount of time that the work item has been waiting in the queue</li> <li>Members of the queue who are available to receive new work items from the queue</li> </ol> <p style="margin-bottom:0;">When the work item is assigned to a service rep, the owner of the object changes from the queue to the service rep. If a service rep declines the work item, we reassign it back to the queue with its original age so that it can be properly rerouted.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e137 "> <samp class="parmname">Routing Model</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e140 ">Determines how incoming work items are routed to service reps who are assigned to the configuration’s service channel.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e137 "> <samp class="parmname">Push Time-Out (seconds)</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e140 "> <p>Sets a time limit for a service rep to respond to an item before it’s pushed to another service rep and the first rep’s status is changed accordingly.</p> <p>For inbound Voice calls, your telephony system’s limitations can impact the time that service reps have to respond to an item before it’s rerouted. </p> <ul> <li>If you’re using Omni-Channel Unified Routing and your telephony provider is Amazon Connect, set a push time-out value to control the time that service reps have to respond to an item before it’s rerouted. The value can be greater than or less than 20. </li> <li>If you aren’t using Omni-Channel Unified Routing, Amazon Connect limits this value to 20, and latency on Amazon’s part can result in service reps having less than 20 seconds to answer a call before it’s rerouted. When a service rep attempts to answer a call within 20 seconds and finds that the call was already rerouted, the service rep’s status remains unchanged.</li> </ul> <p style="margin-bottom:0;">If you configured work to be routed to a specific service rep and that service rep is required, don’t enable this option. When a specific service rep is required, this option isn’t supported.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e137 "> <samp class="parmname">Drop Additional Skills Time-out (seconds)</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e140 "> <p>Set the time to wait before dropping additional skills from Omni-Channel routing.</p> <p style="margin-bottom:0;">If set, CustomRequestedDateTime in the <a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_pendingservicerouting.htm" target="_blank">PendingServiceRouting object</a> is used as the start time for the timeout. If not set, the start time is based on the time that the pending service request is created.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e137 "> <samp class="parmname">Capacity Type</samp> </td> <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d33150e140 ">Sets whether a work item is primary (not interruptible), interruptible, or if it inherits the type from the Service Channel settings. This setting is ignored for work items that can’t be interrupted.</td> </tr> </tbody> </table> ## Skills-Based Routing Rules | Setting | What It Does | | --- | --- | | Use with Skills-Based Routing Rules | Use this routing configuration with Skills-Based Routing Rules. Note: If you use the Omni-Channel Flow, you invoke routing rules from the flow instead. | ## Size for In-Progress Work Items Specify the size of in-progress work items in queues associated with this configuration. The size is valid for tab-based work as well as status-based work. Size items by number of units or percentage of a service rep’s capacity, but not both. The Capacity setting in the presence configuration that the service rep is assigned to determines the service rep’s overall capacity. As service reps are assigned work items from the queue, the capacity weight or percentage is deducted from the service rep’s overall capacity as long as they have enough capacity to cover the assigned work items. | Setting | What It Does | | --- | --- | | Units of Capacity for In-Progress Work Items | The amount of a service rep’s overall capacity that’s consumed when the service rep is assigned an in-progress work item from queues that are associated with this configuration. For routing configurations used in queues with Voice Call as a supported object, this value must be a rep’s full capacity. | | Percentage of Capacity for In-Progress Work Items | The percentage of a service rep’s overall capacity that’s consumed when the service rep is assigned an in-progress work item from queues that are associated with this configuration. For routing configurations used in queues with Voice Call as a supported object, this value must be 100%. | ## Size for Paused Work Items The Paused status is only available when Enhanced Omni-Channel is enabled. Specify the size of paused work items in queues associated with this configuration. The size is valid only if the work uses status-based capacity. Size items by number of units or percentage of a service rep’s capacity, but not both. Default consumption is zero, so that when work is paused, the service rep can receive additional work items. The Capacity setting in the presence configuration that the service rep is assigned to determines the service rep’s overall capacity. As service reps are assigned work items from the queue, the capacity weight or percentage is deducted from the rep’s overall capacity as long as they have enough capacity to cover the assigned work items. | Setting | What It Does | | --- | --- | | Units of Capacity for Paused Work Items | The amount of a service rep’s overall capacity that’s consumed when the service rep is assigned a paused work item from queues that are associated with this configuration. | | Percentage of Capacity for Paused Work Items | The percentage of a service rep’s overall capacity that’s consumed when the service rep is assigned a paused work item from queues that are associated with this configuration. | #### See Also - [Routing Model Options for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&release=264.0.0&type=5 "Specify how incoming work items are directed to service reps using Omni-Channel.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&language=en_US) <!-- document id=c69586374ab7e3a6bf2335188f51bc8b357f5b895ae3506eabe7932da390a743 url=/admin/current/en-us/service/264-0-0/wfs_routing_travel_fields.md --> # Routing Fields and Country Coverage for Workforce Scheduling Reference the fields that Workforce Scheduling uses to calculate travel time, and check whether point-to-point predictive routing is available in the countries where your service resources work. Routing and travel time calculations are relevant to field appointments only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Location Fields These fields hold the geocoded coordinates that routing uses to identify the origin and destination of each route segment. | Field Name | Objects | Purpose | | --- | --- | --- | | Longitude | Service Appointment, Resource Absence, Service Territory, Service Territory Member | Geocoded longitude of the address. Used in travel calculations for point-to-point predictive routing. | | Latitude | Service Appointment, Resource Absence, Service Territory, Service Territory Member | Geocoded latitude of the address. Used in travel calculations for point-to-point predictive routing. | ## Travel Time and Distance Fields These fields hold the calculated travel time and distance for each assigned resource, and can be used for reporting. | Field Name | Object | Purpose | | --- | --- | --- | | Estimated Travel Time (Minutes) | Assigned Resource | The travel time calculated in minutes from the previous location to this location. | | Approximate Travel Time From (Minutes) | Assigned Resource | The travel time calculated in minutes from this location to the next location. | | Approximate Travel Distance To | Assigned Resource | The distance from the previous location to this location, in kilometers or miles. | | Approximate Travel Distance From | Assigned Resource | The distance from this location to the next location, in kilometers or miles. | | Estimated Travel Time To Source | Assigned Resource | The routing method used to calculate travel time from the previous location to this location. | | Estimated Travel Time From Source | Assigned Resource | The routing method used to calculate travel time from this location to the next location. | ## Navigable Countries The availability of point-to-point predictive routing in a region depends on the map coverage level for that region. The default travel mode is set to car, using toll roads, and not carrying hazardous materials. Not all navigable countries support the light truck, heavy truck, bicycle, or walking travel modes. These countries support point-to-point predictive routing. Algeria, Albania, American Samoa, Andorra, Argentina, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Belarus, Belgium, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Cameroon, Canada, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Congo Republic of the, Costa Rica, Cote d’Ivoire (Ivory Coast), Croatia, Cyprus, Czechia, Denmark, Egypt, Equatorial Guinea, Estonia, Eswatini, Falkland Islands (Islas Malvinas), Finland, France, French Guiana, Gabon, Germany, Gibraltar, Greece, Guadeloupe, Guam, Hong Kong, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle of Man, Israel, Italy, Japan, Jordan, Kazakhstan, Kenya, Kosovo, Kuwait, Latvia, Lebanon, Lesotho, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Malta, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova Republic of, Monaco, Montenegro, Morocco, Mozambique, Namibia, Netherlands, New Zealand, Nigeria, North Macedonia, Norway, Oman, Panama, Paraguay, Peru, Philippines, Poland, Portugal (Azores, Madeira), Puerto Rico, Qatar, Reunion Island, Romania, Russia, Saint Barthélemy, Saint Helena, San Marino, Sao Tome and Principe, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Tunisia, Türkiye, Ukraine, United Arab Emirates, United Kingdom (UK), Uruguay, USA, Vatican City, Venezuela, Vietnam, Virgin Islands (USA), Zambia, Zimbabwe. ## Low Coverage Countries Low coverage areas provide minimum map coverage. These countries are missing routes or traffic information required for accurate point-to-point travel predictions. Angola, Bangladesh, Cambodia, Dominican Republic, Ethiopia, Faroe Islands, Ghana, Guatemala, Guernsey, Jersey, Malawi, Myanmar, Norfolk Island, Senegal, Seychelles, Sri Lanka, Svalbard and Jan Mayen Islands, Tanzania United Republic of, Uganda, West Bank territory (and Gaza), Western Sahara. #### See Also - [Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5 "Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.") - [Routing Used for Workforce Scheduling Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_calculation.htm&release=264.0.0&type=5 "Workforce Scheduling calculates travel times so that mobile workers can complete more jobs in less time and arrive when customers expect them. Accurate routing reduces travel costs and improves service levels. Point-to-point predictive routing is the primary mechanism, with aerial routing as a fallback when a route can’t be predicted. Routing and travel time calculations are relevant to field appointments only.") <!-- document id=1f5f105124e5c38e6a1c23e55ac9455a43acb84e4a399db890a78cadb470b42e url=/admin/current/en-us/service/264-0-0/service_presence_routing_options.md --> # Routing Model Options for Omni-Channel Specify how incoming work items are directed to service reps using Omni-Channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In Omni-Channel, work items are automatically routed or “pushed” to service reps in the appropriate queue. When you set up a routing configuration, select a routing model option. This option determines how to distribute work items evenly to your service reps. The Least Active and Most Available options consider service reps’ used or available capacities, respectively. A service rep’s overall capacity—how much work the service rep can handle at a time—is determined by the presence configuration that the service rep is assigned to. You can specify overall capacity using relative work unit values or a percentage. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e62">Routing Option</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e65">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d118325e68">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Routing Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e62 "> <samp class="parmname">Least Active</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e65 ">Incoming work items are routed to the service rep whose work is consuming the smallest amount of capacity. If a tie occurs, the work item is routed to the service rep who hasn’t received work in the longest time.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e68 "> <ul> <li>Service Rep A has an overall capacity of 5 work units. Service Rep B has an overall capacity of 10 work units.</li> <li>Service Rep A has 3 active work items, each with a capacity weight of 1. Service Rep B has 5 active work items with a capacity weight of 1.</li> <li>Service Rep A’s used capacity is 3 work units, while Service Rep B’s used capacity is 5 work units. Because Service Rep A’s work is consuming less capacity than Service Rep B’s work, Omni-Channel routes the incoming work item to Service Rep A.</li> </ul> </td> </tr> <tr class=""> <td data-label="Routing Option" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e62 "> <samp class="parmname">Most Available</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e65 ">Incoming work items are routed to the service rep who has the greatest amount of available capacity. If a tie occurs, the work item is routed to the service rep who hasn’t received work in the longest time.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d118325e68 "> <ul> <li>Service Rep A has an overall capacity of 5 work units. Service Rep B has an overall capacity of 10 work units.</li> <li>Service Rep has 3 active work items with a capacity weight of 1. Service Rep B has 5 active work items with a capacity weight of 1.</li> <li>Service Rep A’s available capacity is 5−3=2 work units. Service Rep B’s available capacity is 10−5=5 work units. Service Rep B has more available capacity than Service Rep A, so Omni-Channel routes the incoming work item to Service Rep B. </li> </ul> </td> </tr> </tbody> </table> Omni-Channel considers work as assigned when it routes a work item to a rep, regardless of whether the rep accepts or declines the work item. If a service rep goes offline and comes back online again, their session is considered a new session and capacity is recalculated. Omni-Channel considers the session time since the rep came back online to assign work items. ## Tie-Breaking Rules for Routing Models If multiple service reps have equal capacity (same number of active work items for Least Active, or same amount of spare capacity for Most Available), and a new work item needs to be assigned, Omni-Channel uses this tie-breaking order: ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example 1. Reps with no assigned work: Omni-Channel prioritizes reps with no active work items, selecting the rep who logged in earliest (oldest log in first). Login time is calculated based on when the reps login to Omni-Channel and is not based on the time they spent in available status or busy status. 2. Reps with assigned work: Omni-Channel then considers reps with assigned work items, selecting the rep whose last assignment was longest ago (longest time since assignment first). Example: Rep A has 0 active items (no work currently assigned), and was last assigned work 20 minutes ago. Rep B has 0 active items (no work currently assigned), and was last assigned work 10 minutes ago. Rep C has 0 active items, but hasn't been assigned any work since logging-in. If a new work item arrives and all three reps are tied for capacity, the assignment order would be: Rep A (20 minutes since last assignment), then Rep B (10 minutes since last assignment) and then Rep C (no work received yet) . #### See Also - [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5 "Customize your routing configuration settings to define how work items are pushed to service reps.") <!-- document id=8488e97f4eae00b44bf7f1745599544cac15e47b4b54f1abf5d6c3c7d89c13b6 url=/admin/current/en-us/service/264-0-0/wfs_routing_travel_calculation.md --> # Routing Used for Workforce Scheduling Travel Time Calculations Workforce Scheduling calculates travel times so that mobile workers can complete more jobs in less time and arrive when customers expect them. Accurate routing reduces travel costs and improves service levels. Point-to-point predictive routing is the primary mechanism, with aerial routing as a fallback when a route can’t be predicted. Routing and travel time calculations are relevant to field appointments only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Point-to-Point Predictive Routing Point-to-point predictive routing predicts travel times based on historical traffic patterns and routes appointments using exact location coordinates. Traveling from A to B at 8 AM can yield a different travel time prediction than when leaving at 11 AM, due to anticipated traffic variations. Point-to-point predictive routing also supports calculating routes that include transport by ferries. Transport by ferry is calculated at a fixed rate of 5 kmh (or 3.1 mph). Point-to-point predictive routing uses exact coordinates for more accurate travel time. The data used by point-to-point predictive routing is provided by Field Service Maps, which uses its own algorithms based on road type to determine travel speed for time calculations. Because the dataset is local on Salesforce infrastructure, point-to-point predictive routing performs calculations quicker, which improves transaction times. Field Service Maps data updates regularly for more efficient and reliable schedules based on the latest real-world road network changes. Updates can adjust travel time calculations for some service appointments already on your schedule, creating schedule overlaps or rule violations. Run in-day optimization to realign appointments. Point-to-point predictive routing supports these features: - Travel modes per territory, resource, or both for accurate routing calculations based on transportation type, toll road preferences, and the presence of hazardous materials. The default travel mode is set to car, using toll roads, and not carrying hazardous materials. - Travel time buffers that define the additional minutes required for activities other than driving, such as finding parking, unloading technical gear, or walking time in a building complex. The additional travel time is added to new service appointments when they’re scheduled or to preexisting appointments if the schedule changes. Buffers can also be defined per territory. ## Aerial Routing Fallback When Workforce Scheduling can’t calculate travel time with point-to-point predictive routing, the engine falls back to aerial routing to estimate travel time. Aerial routing uses the straight-line distance between two points and the configured travel speed. A route can be unfeasible with predictive routing if travel mode limitations apply, a location is more than 1.5 kilometers from an official road, or data coverage is partial. For example, a resource drives a truck but the route doesn’t allow trucks. Or, the assigned asset is located 2 kilometers from a road or in a new neighborhood. The travel source used to calculate the travel time to the service appointment, resource absence, or home base appears in the Estimated Travel Time From Source and Estimated Travel Time To Source fields on the assigned resource or resource absence record. ## Routing Considerations Review some routing considerations. - The Maximum Travel from Home work rule always uses aerial routing calculations regardless of point-to-point predictive routing. - The routing dataset is regularly updated to enhance accuracy. As a result, travel times in preexisting schedules can experience minor adjustments and cause slight overlaps or gaps. However, the scheduling engine is designed to efficiently resolve any such conflicts. - Point-to-point predictive routing is used regardless of the travel distance. - Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end points. - Service appointments must have their location geocoded for travel time to be calculated. If there’s no address (geocoding), no travel time is added to the schedule and the appointment can be done from anywhere. - When you drag a service appointment onto the Gantt to be scheduled, the routing calculation depends on the chosen start time. The time of day can affect typical road speed measurements, for example. - If you define Travel From Home (minutes) as part of the [Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_service_resource_avail.htm&release=264.0.0&type=5 "Service Resource Availability is a Workforce Scheduling work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Service Resource Availability work rules are applicable to field and on-site scheduling. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. Service Resource Availability work rules are applicable to field and on-site scheduling.") work rules, resources can travel before the start of the work day. This additional time is considered when calculating the departure time. - If the engine can’t calculate travel time via point-to-point predictive routing, it uses aerial routing to estimate travel time. A route can be unfeasible with predictive routing if travel mode limitations apply, a location is more than 1.5 kilometers from an official road, or data coverage is partial. For example, the dispatcher wants to manually assign the work to Alan, as he’s the only available resource. Alan drives a truck, but the route that Alan is assigned to doesn’t allow trucks. Or, Alan is assigned to maintain an asset that’s located 2 kilometers from a road or in a new neighborhood. The travel source used to calculate the travel time to the service appointment, resource absence, or home base is automatically shown in the Estimated Travel Time From Source and Estimated Travel Time To Source fields for the assigned resource or resource absence. - If the last service appointment of the day is at the same address as the service resource’s home base, the Approximate Travel Time From (Minutes) value on the Assigned Resource object is calculated on the second-to-last appointment. The Approximate Travel Time From (Minutes) value for the last appointment is zero. - Point-to-point predictive routing is supported for both optimization and scheduling operations for travel of more than 100 kilometers. - The availability of point-to-point predictive routing in a region depends on the map coverage level for that region. - The routing dataset is regularly updated to enhance accuracy. Travel times in existing schedules can experience minor adjustments and cause slight overlaps or gaps. The scheduling engine is designed to efficiently resolve these conflicts. - Check which territories are fully covered by point-to-point predictive routing in the list of navigable countries. #### See Also - [Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5 "Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.") - [Routing Fields and Country Coverage for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_fields.htm&release=264.0.0&type=5 "Reference the fields that Workforce Scheduling uses to calculate travel time, and check whether point-to-point predictive routing is available in the countries where your service resources work. Routing and travel time calculations are relevant to field appointments only.") - [Set Up Travel Modes for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_travel_modes_setup.htm&release=264.0.0&type=5 "Travel modes let Workforce Scheduling dispatchers schedule appointments based on a service resource’s preferred mode of transportation, such as driving, walking, or cycling. Set up travel modes, create the modes for your service resources, and assign them to a service territory or service territory member. Point-to-point predictive routing is always applied when scheduling appointments. Travel modes is applicable to field work only.") <!-- document id=f37b58f0f430b9deecb10dee940076f9c143cd245bce845046fc9d3387a60dab url=/admin/current/en-us/service/264-0-0/omnichannel_attribute_based_routing.md --> # Routing with Skills-Based Routing Rules Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you create skills–based routing rules, complete all skills-based routing prerequisites. Skills-based routing rules support Case, Lead, Order, and custom objects. Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied. - **[Enable Skills-Based Routing Rules from the Routing Configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_config.htm&release=264.0.0&type=5)** The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules. - **[Map Work-Item Field Values to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_mapping.htm&release=264.0.0&type=5)** To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill. #### See Also - [Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.") - [Prepare to Route to Skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&release=264.0.0&type=5 "Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.") <!-- document id=fc1e41daec06aa53ce9fe19297e5f769a3204745172b683f1c793f39d2112d20 url=/admin/current/en-us/service/264-0-0/omnichannel_routing_with_service_degradation.md --> # Routing Work When the Omni-Channel Routing Service Is Unavailable If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To get started and determine whether one of these temporary solutions can work for you, log a case with Salesforce Customer Support. - Wait until the issue is resolved. When you log a case, Salesforce Customer Support informs you when the routing service is available. - Use Omni-Channel Fallback Mode to continue routing work with an External Routing model, such as voice calls. Fallback Mode provides limited support for Enhanced Omni-Channel only. - Downgrade Enhanced Omni-Channel to Standard Omni-Channel to route work. Because these versions of Omni-Channel run independently, it’s possible that one works when the other doesn’t. #### See Also - [Knowledge Article: Routing Work with Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US) - [Knowledge Article: Considerations for Downgrading Omni-Channel from Enhanced to Standard](https://help.salesforce.com/s/articleView?id=002186101&type=1&language=en_US) <!-- document id=2afed505c1cbb05986eb56742b6195da1e142ec283b277ee80c585e2cc8f1e2a url=/admin/current/en-us/service/264-0-0/macros_run_bulk.md --> # Run a Bulk Macro on Multiple Records You can run a bulk macro on only one record at a time, or you can run it on multiple records at the same time. Use bulk macros to quickly address similar customer cases or records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d167692e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">To view macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">Read on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">To create and edit macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">Create and Edit on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">To create and run irreversible macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">Manage Macros That Users Can’t Undo</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">To run bulk macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d167692e55 ">Run Macros on Multiple Records</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You need the Manage Macros That Users Can’t Undo permission only if you want to run macros that contain a Submit Action instruction. All bulk macros contain a Submit Action instruction. The lightning bolt icon indicates that the macro performs an action—such as sending an email—that cannot be undone. To run bulk macros, the Enable Enhanced Lists setting must be enabled in your org. You can run bulk macros on records from the Accounts, Cases, Contacts, and Leads objects. However, you can run a bulk macro only on records in one object list view at a time. For example, you can run a bulk macro on multiple cases in the Cases list view, but not on cases and accounts at the same time. An icon showing a green lightning bolt with two underlines indicates whether a macro is a bulk macro. Bulk macros are processed in increments of 10 macros at a time. You can run a bulk macro on more than 10 cases, but the system processes the macro in groups of 10 at a time. 1. In the Case list view, select the cases that you want to run the macro on. You can filter the cases to identify which cases you want to run the macro on. 2. Open the Macros widget. 3. In the Macro widget, select a macro with the green lightning bolt icon and click **Run**. 4. In the confirmation window, click **OK** to continue. The macro runs on the selected cases. In the list view, the cases on which the macro ran successfully are highlighted in green and denoted by a green check mark icon. Cases that the macro didn’t run successfully on are highlighted in red and denoted by a red X icon. To see an explanation about why the macro didn’t work on a case, hover over the red X icon. #### See Also - [User Interface Settings](https://help.salesforce.com/s/articleView?id=xcloud.customize_ui_settings.htm&type=5&language=en_US) <!-- document id=91d7d92d644981513fdac0119843cadf69864c666c225f4ea8975d46108d0b35 url=/admin/current/en-us/service/264-0-0/macros_run.md --> # Run a Macro Run a macro to automate a series of repetitive keystrokes that you usually perform manually when working with records. You can quickly complete common tasks, such as updating the case status or sending an email with a survey link, by running a macro. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d160889e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">To view macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">Read on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">To create and edit macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">Create AND Edit on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">To create and run irreversible macros:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160889e58 ">Manage Macros That Users Can’t Undo</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You need the Manage Macros That Users Can’t Undo permission only if you want to run irreversible macros, which contain a Submit Action instruction. Macros that send emails are an example of irreversible macros. 1. Open the record you want to perform the macro on. 2. Open the Macros widget or utility. 3. Search or navigate to a macro, and select it from the list. 4. Optionally, review the macro’s description and instructions to make sure that this macro does what you expect. The instructions show you the steps that the macro performs. Reviewing the instructions is helpful when running a macro for the first time. 5. Run the macro. - Salesforce Classic: Click ![Run icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_icon_run.png). - Lightning Experience: Click **Run Macro**. You can also double-click it or press **Enter** if it’s selected. If you don’t see the button to run the macro, make sure that you’re on a record that supports macros. A message displays indicating whether the macro ran successfully. A green dot appears next to each instruction that ran successfully. A red dot and an error message appear next to each instruction that could not be performed, so you can troubleshoot the issue. <!-- document id=3b51136763cc5d834707308a0d2d1532d1a4b8a567884fd5c30f7d9c15f02c51 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_run_prcsjob.md --> # Run a Process Job Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88280e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88280e72 ">Manage Discovery Application</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88280e72 ">IT Service Asset Discovery</td> </tr> </tbody> </table> Make sure that you complete a discovery scan to populate CMDB with asset data and the required discovery data is available for analysis. Each process job analyzes a specific type of discovery data and creates relationships between the corresponding configuration items (CIs). Rerun the applicable jobs as your environment changes to keep dependency views current. 1. From App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation pane, under **Administration**, select **Discovery**, and then **Process Manager**. 3. Select **Process Jobs** and then click **New**. 4. Select the process job that creates the relationships you want to analyze. | Process Job | Description | | --- | --- | | Application Dependency Mapping (ADM) | Maps observed network communication between applications and infrastructure components. For more information, see [Application Dependency Mapping Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_adm.htm&release=264.0.0&type=5 "Build accurate application dependency views from observed network traffic. The Application Dependency Mapping process job links applications and hosts by using connection data collected during discovery."). | | Cloud Hierarchy | Connects discovered AWS and Azure resources into cloud architectures. For more information, see [Cloud Hierarchy Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_cloud_hierarchy.htm&release=264.0.0&type=5 "Turn discovered AWS and Azure resources into navigable cloud architectures. The Cloud Hierarchy process job connects resources by using cloud identifiers so that you can trace infrastructure dependencies in Configuration Management Database (CMDB)."). | | DevOps | Maps dependencies across middleware, databases, virtualization, clusters, and load balancers. For more information, see [DevOps Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_devops.htm&release=264.0.0&type=5 "Understand dependencies across web, application, database, virtualization, cluster, and load-balancer layers. The DevOps process job creates relationships from configuration data collected during discovery."). | | Network Connections | Maps Layer 2 and Layer 3 adjacency among switches, routers, VLANs, and end devices. For more information, see [Network Connections Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_network_connections.htm&release=264.0.0&type=5 "Visualize how network devices connect across Layer 2 and Layer 3 topology. The Network Connections process job links VLANs, switches, routers, end devices, and chassis clusters from discovered neighbor data."). | | Software Installation | Creates product-level software and license records and associates software with discovered hosts. For more information, see [Software Installation Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_software_installation.htm&release=264.0.0&type=5 "Build a product-level view of installed software and license information across discovered hosts. The Software Installation process job creates software and license configuration items and connects software products to their hosts."). | | vCenter Hierarchy | Connects discovered VMware objects into a navigable virtualization hierarchy. For more information, see [vCenter Hierarchy Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_process_vcenter_hierarchy.htm&release=264.0.0&type=5 "Turn discovered VMware vCenter objects into a navigable virtualization hierarchy. The vCenter Hierarchy process job connects data centers, clusters, folders, ESXi hosts, virtual machines, and guest operating systems."). | 5. Click **Run**. The process job starts immediately and is added to the process jobs list. When the job completes, the updated relationship data appears in CMDB. You can stop a running process job by using the record-level action on the Process Jobs page. Stopping a job immediately ends the process and prevents further updates to CMDB for that run. <!-- document id=31d9ead38d3b66d852ab6192f82d4ffc5e9a93af5f06b5822622ad1a09451826 url=/admin/current/en-us/service/264-0-0/pfs_appointment_insights_view.md --> # Run Appointment Insights Run Appointment Insights to view the work rules that limit the scheduling options of a service appointment during optimization and to follow the recommended actions to relax those rules. You can also view potential time slots within the service appointment’s horizon dates that can become available for scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67373e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67373e69 ">To view Appointment Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67373e69 ">Read on Field Service objects</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and select **Service Appointments**. 2. On the Service Appointments list view, click the service appointment record and then click the **Appointment Insights** tab. 3. For Scheduling Policy, select a policy to check. 4. To view the information, click **Run**. 5. In the Rule Violations and Recommendations section, qualify time slots and candidates for scheduling by taking one of these actions. - To view time slots that can become available for scheduling if you relax a work rule, click **Show Slots**. The potential slots for that work rule are highlighted in the Potential Slots section. - To open the work rule record, click **Open Rule**. From the work rule record, you can modify the work rule’s settings to qualify more time slots for scheduling. - To open a relevant help article, click **Tell Me More**. In some cases, you must change the resource’s territory membership, availability, skills, and more to qualify more time slots for scheduling. The articles explain how to make these changes and the impact they can have on the service appointment’s scheduling. 6. In the Potential Slots section, hover over a time slot to see the work rules that prevent the scheduling of the slot and the number of candidates that can become available when you relax the work rules. This section shows fixed 4-hour time slots across the day. <!-- document id=d4388f8d76b86c1a9c09e35aafe3e7262805a02b365664dbb96aab1206739049 url=/admin/current/en-us/service/264-0-0/cc_service_rules.md --> # Run Assignment Rules for Einstein Case Classification When Einstein Case Classification automatically saves predicted field values to a case, Einstein Case Routing can use your existing case routing logic to route the case to the right service rep. You need the Service Cloud Einstein add-on license to use Einstein Case Routing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71242e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71242e58 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71242e58 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> 1. From Setup, enter Einstein Classification in the Quick Find box, and then select **Einstein Classification**. 2. Under Settings, choose whether to [run case assignment rules](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&type=5&language=en_US), [run skills based routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&type=5&language=en_US), or both. ![Run rules](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_service_rules.png) If your org uses both case assignment rules and skills-based routing rules, you can select both options. Make sure that the rules are mutually exclusive. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you elect to run case assignment or skills-based routing rules, but no rules are defined, the cases aren't routed. To learn how to define the rules, see [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&type=5&language=en_US) or [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US). If Automate Value is turned on for a field in your model, Einstein Case Classification automatically updates the case field when the prediction meets your confidence threshold. When a case is updated in these circumstances, Einstein Case Routing then runs the routing rules that you’ve selected on the Einstein Classification Setup page. If you don’t select a rule option, Einstein doesn’t route the case. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example Suppose you select the option to run case assignment rules for Einstein Case Classification. You turn on Automate Value for the Reason field and set the confidence threshold to 90. When a new case is created, Einstein analyzes it and predicts the case reason with 93% confidence. Since the prediction’s confidence is above the field’s threshold, Einstein updates the Reason field and saves the case. Einstein then runs your existing case assignment rules on the newly updated case. If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, use platform events to subscribe to [AIUpdateRecordEvent](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/sforce_api_objects_aiupdaterecordevent.htm). After you get notified of Einstein’s changes through AIUpdateRecordEvent, rerun your routing logic. #### See Also - [Subscribing to Platform Events](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_subscribe.htm) <!-- document id=497260add054b5c7febe90baec8a0afe784a613178fbb5e736745e046c2d5ae6 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_run_bulk_action.md --> # Run Bulk Actions on Hardware Assets Perform critical lifecycle transitions on a large group of hardware assets simultaneously to save time and maintain accurate inventory records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43146e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43146e74 ">To run bulk actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43146e74 "><strong>Hardware Asset Management - Asset Manager</strong> AND <strong>Batch Management User</strong></td> </tr> </tbody> </table> - For filter-based selection: Identify up to 200 assets from the Assets list view. - For CSV file upload: Prepare a CSV file containing up to 10,000 asset record IDs with **Id** as the first column header. Hardware Asset Management batch processing automates updates for reclaiming, refreshing, and disposing of assets. Bulk actions use the [Salesforce Batch Management](https://help.salesforce.com/s/articleView?id=ind.concept_batch_management.htm&type=5&language=en_US) framework and run asynchronously in the background. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Assets**. 3. Select your processing method based on volume: - **Filter-Based selection** (up to 200 records): Use standard filters to identify assets, select them from the list view, then select the appropriate action button (**Return Assets**, **Return Aging Assets**, or **Dispose Assets**). - **CSV File Upload** (up to 10,000 records): Select **Run Bulk Action** and upload your CSV file containing asset record IDs. 4. Review the selected assets in the data table to confirm they're correct for the batch. 5. Select **Submit**. The system initiates the batch job and appears a confirmation message with the batch job ID. For return and refresh actions, the system automatically triggers notifications to assigned asset owners. The Asset Timeline logs every transition, creating an audit trail that records the date, time, initiating user, field changes, and links to related records. <!-- document id=1d79bdde096925319b6a6535596bad22298079a4fba1fd2990811cfcb0823e80 url=/admin/current/en-us/service/264-0-0/miaw_custom_component_user_context.md --> # Run Custom Components as the Logged-In User in Enhanced Web Chat When you add a custom Lightning web component to your embedded service deployment, it runs as an unauthenticated guest user in the chat window, even when a user is logged in to your Experience Cloud site. To run the component as a logged-in site user instead, add the user's profile or permission set to the Embedded Service site's member list. Running the component as the logged-in user gives the custom component access to read and act on the user's data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_custom_component_user_context__d271e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_custom_component_user_context__d271e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18268e96">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 ">To add the Embedded Messaging component to an Experience Builder site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18268e96 ">Create and Setup Experiences</td> </tr> </tbody> </table> Before you begin: - Add your custom component to your embedded service deployment. - Make sure that the Experience Cloud site and Embedded Service site use the same domain. - [Set up credential-based user verification for your Enhanced Web Chat deployment](https://help.salesforce.com/s/articleView?id=service.miaw_credential_user_verification_setup.htm&release=264.0.0&type=5 "Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site."). 1. Identify the profiles and permission sets that you want to give the custom component access to. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Next to your Experience Cloud site, select **Workspaces**. 3. Click **Administration** and then select the **Members** tab. 4. Review the selected profiles and permission sets and determine which ones you want to add to the Embedded Service site's member list. 2. Add the profiles and permission sets that you identified earlier as Embedded Service site members. By default, the Salesforce admin profile is a member of the Embedded Service site. 1. On the All Sites Setup page, select **Workspaces** next to your Embedded Service site. Embedded Service site names start with `ESW`. 2. Click **Administration** and then select the **Members** tab. 3. Select the profiles and permission sets. 4. Save your changes. 3. To confirm that the custom component runs as the logged-in user, open your Experience Cloud site and log in as a user whose profile you added. Then open the chat window and confirm that the custom component shows the logged-in user's data instead of the guest user's data. Repeat the test as a user whose profile and permission sets you didn't add. To stop the component from running as a logged-in user, remove that user's profile or permission set from the Embedded Service site's member list. #### See Also - [Personalize the Enhanced Chat v2 UI with Custom Lightning Types](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_lightning_types.htm&release=264.0.0&type=5 "Custom Lightning types enable you to customize the chat UI in Lightning Experience.") - [Configure an Enhanced Web Chat Deployment in an Experience Builder or Commerce Cloud Site](https://help.salesforce.com/s/articleView?id=service.miaw_deployment_experience_builder.htm&release=264.0.0&type=5 "Use the Embedded Messaging component to add Enhanced Web Chat to your Experience Builder or Commerce Cloud site.") - [Persist Secure Messaging History Across Multiple Devices with User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5 "To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.") - [Set Security Protocols for Your Messaging for Web Deployment](https://help.salesforce.com/s/articleView?id=service.miaw_security.htm&release=264.0.0&type=5 "To successfully use Messaging for Web, add your experience site or external website domain to a Cross-Origin Resource Sharing (CORS) allowlist. If you change your domain, remember to update the CORS allowlist.") - [Manage Site Membership](https://help.salesforce.com/s/articleView?id=platform.exp_cloud_administer_members.htm&type=5&language=en_US) <!-- document id=f292baaf63d9d5d2ab0b173963b546206bd22b0fc47d972d48ca41488ae724df url=/admin/current/en-us/service/264-0-0/voice_setup_service_checks.md --> # Run Self-Service Checks to Resolve Contact Center Issues Run self-service checks for a detailed diagnostic report about the health of your contact center. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d117629e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d117629e71 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d117629e71 ">Customize Application AND Manage Call Centers </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d117629e71 ">To run service checks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d117629e71 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Contact Centers, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**. 2. Open the contact center. 3. Click **Service Check**. ![The Service Check button is on the contact center details page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_service_checks_setup.png) 4. Enter your email address and click **Run Service Check**. ![Enter your email address and click the Run Service Check button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_service_checks_setup_email.png) After the service checks complete, you receive an email with the results. <!-- document id=ccb154afe7f139537acbaff12d4af14f99207cb2dc03930b28b1b4353926463b url=/admin/current/en-us/service/264-0-0/vaccine_mgt_overview.md --> # Safety Cloud Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Safety Cloud includes Health Verification features and functions for confirming event attendees’ COVID-19 health status. Event attendees can use Safety Cloud to submit documentation such as a COVID-19 test report or vaccination record using a digital form. Attendees can also present a QR code for event access. Use Safety Cloud to: - Manage attendee registration for in-person events. - Verify the COVID-19 vaccination or testing status of event attendees, staff, and volunteers. - Test Vendor Integration to help issue COVID-19 test kits. - Manage the admission process by integrating test results with a personalized QR code. - Communicate directly with attendees about changes to admission protocols or possible exposure to COVID-19. This Salesforce Help documentation provides instructions on how to install, configure, and use Safety Cloud. For an overview of Safety Cloud features, including a demo, see [Get together safely with Safety Cloud](https://www.salesforce.com/products/safety-cloud/overview/). For commonly asked questions about Safety Cloud, see [What is Salesforce Safety Cloud? A Closer Look](https://www.salesforce.com/news/stories/what-is-safety-cloud/) - **[Manage Event Access with Safety Cloud](https://help.salesforce.com/s/articleView?id=service.safety_cloud_manage_event_access.htm&release=264.0.0&type=5)** Safety Cloud helps ensure that your events are safe to attend by confirming that your attendees meet vaccination and COVID-19 testing requirements. - **[Monitor Vaccination Verification and COVID-19 Testing Status](https://help.salesforce.com/s/articleView?id=service.safety_cloud_monitor_vax_test_status.htm&release=264.0.0&type=5)** You can monitor the status of vaccination and COVID-19 testing for your events with the Vaccination Health Verification Dashboard and the COVID-19 Testing Verification dashboards. - **[Considerations for the Safety Cloud Packages](https://help.salesforce.com/s/articleView?id=service.safety_cloud_considerations.htm&release=264.0.0&type=5)** Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites. - **[Install the Safety Cloud Package](https://help.salesforce.com/s/articleView?id=service.safety_cloud_install_pkg.htm&release=264.0.0&type=5)** Install the package to access the tools that help accelerate your deployment of COVID-19 Health Verification solutions. - **[Configure Safety Cloud](https://help.salesforce.com/s/articleView?id=service.safety_cloud_config.htm&release=264.0.0&type=5)** As an org admin, you can configure Safety Cloud to handle your organization’s health verification and communication needs. Work with your Events team and your Health and Safety team to understand the communications and health and safety protocols for your geography. - **[Customizations and Integrations](https://help.salesforce.com/s/articleView?id=service.safety_cloud_customizations_integrations.htm&release=264.0.0&type=5)** You can customize Safety Cloud and set up integrations to extend its capabilities. - **[Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5)** Get key product and industry information you can use to build vaccine management solutions. #### See Also - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") <!-- document id=cb8a2eb4d9af27366e60d9f650c0234a90ff89444bb9c376258bd82ff293f13e url=/admin/current/en-us/service/264-0-0/safety_cloud_integrations.md --> # Safety Cloud Integrations You can integrate Safety Cloud with other systems to help manage various aspects of your event, such as event attendance, testing, and communications. System integrations are optional. You can generate a Health Verification without any integrations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Safety Cloud supports integration with these systems. - Event management and registrations systems such as RainFocus - COVID-19 vendor testing systems such as eMed, ixlayer, and Senneca - Email marketing systems such as Marketing Cloud Engagement Safety Cloud comes with named credentials and Auth Providers for ixlayer, eMed, Senneca, and RainFocus. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note If you want your Safety Cloud solution to include third-party integrations, you must contract separately with the third party to use their systems. ## Managing Safety Cloud Integrations You can use the Named Credentials feature in the Setup UI for authorization to the integrated systems. Safety Cloud supports these authorizations with named credentials. - API Key API Key authorization involves a one-use system password. If you use an API key, you must set the password to the API key of the system using the API Key credential. eMed, ixlayer, RainFocus, and Senneca use this authorization method. ![screenshot of API Key Named Credential](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_named_cred_pw.png) - Username & Password Username and password authorization requires the username and password provided to you by the integration with which you’re integrating. The username and password enables communication between Safety Cloud and the system with which it’s integrating. If you use a username and password authorization, you must change the URL field to the API endpoint of the integration. ![Screen cap of user name and password named credential authorization](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_named_cred_mc.png) - OAuth OAuth authorization uses an authentication provider. QAuth is used in parallel with the Named Credentials. You can define authentication providers with the Auth.Provider from the Setup UI. For more information, see [Authentication Providers](https://help.salesforce.com/s/articleView?id=experience.sso_authentication_providers.htm&type=5&language=en_US). ![screenshot of auth provider named credential](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_auth_provider.png) ## How Safety Cloud Communicates with Integrated Systems Safety Cloud comes with default Apex classes, which you can schedule to retrieve data from supported testing vendors for events such as eMed, ixlayer, Senneca. You can schedule these classes to run at any interval to create Health Verifications from the returned values. Example of scheduling a provided integration class eMed ``` System.schedule('Scheduled Job 1', '0 30 * * * ?', new safetycloud.ScheduleEMedGetResults()); ``` Senneca: ``` System.schedule('Scheduled Job 1', '0 30 * * * ?', new safetycloud.ScheduleSennecaBatch()); ``` ixlayer: ``` System.schedule('Scheduled Job 1', '0 30 * * * ?', new safetycloud.ScheduleIXLayerImport()); ``` ## Integration Data Mapping After integrations are authenticated and returning data, there are options to customize how fields get populated on Health Verifications from the response. You can use the Integration Field Mapping Custom Metadata type to configure how values from an integration response get mapped to fields on a Health Verification record. To configure the Integration Field Mapping custom metadata records, follow these steps. 1. From Setup, in the Quick Find box, enter Custom Metadata Types, and then select Custom Metadata Types. 2. Find the Integration Field Mapping Custom Metadata Type, and select **Manage Records**. A list of preconfigured field mappings that come with Safety Cloud are displayed. 3. To create a mapping, click **New**. Field values to set: - Label: Name of the custom label can be anything. Used for identification, not functional. - Integration Field Mapping Name: Name of the integration field mapping can be anything. Used for identification, not functional. - Active: Boolean active/inactive integration field mapping If inactive, this field isn’t mapped to a Health Verification. - Description: A short description of this field - Data Type: Specifies how the data from the external system lives in Salesforce - Data Type Format: Format of how this Date field exists in Salesforce. Currently only used for Date formatting - Destination Object: The object that contains the field to be mapped from the external system. Currently only Health Verifications are supported, but custom logic could be written for other objects. - Destination Field Name: Which field the data from the external system maps to. The Destination Field Name is the API name of a field on the Health Verification. The value specified in the Source Field Name populates this field. - Source Field Name: The Source Field Name points to the name of a field (key) in the JSON response returned by the external system. The value in that field is stamped on the Health Verification field specified in the Destination Field Name. Here’s a snippet of a JSON file from an external system that contains a sample test result for a person attending an event. For example, you can store the date of this person’s test. Use this format to query the JSON file. ``` with.results.results.time_x ``` Here’s an example. ``` { "this":"succeeded", "with":{ "results":[ { "id":"fvM8aPYkWf3s41jsueYsW", "partnerID":"Kp4MBkcnRh5HZFCMV54Zf", "clientID":"fy1a4km2OQvgT4kiTEEMA", "profile":{ "firstName":"dbbfefa577e8b8ad8eee368d5e9797549601cbbad66ce5a8aa026675aba082c7", "lastName":"f4b24fed0274a31618ac1b665ee162af331b4b70fdff74f3f9ddedc94b4da745", "email":"91f904ab85aaacce6f5e7471a469dd4baeb555a07bfe0f930bdd138273b3b129", "dob":"a386c6a859ed6be3d648414f8a67b357c4f18162ae0176cc3b3eaaa3f8a8904b" }, "state":"sf004", "results":[ { "time_x":"2022-01-21T17:30:15.797Z", "procedureID":"sample", ``` ## Ensure That Safety Cloud and Integrated Systems Speak the Same Language Integrated systems must speak the same language for them to work together. Safety Cloud includes utility classes and mappings, which are defined as prebuilt connectors for supported systems. If you want to create your own mappings, you must build and test them. The results from a Health Verification record have been standardized. The current mapping for the Health Verification record includes these fields. - Health Verification Method and Source - First Name - Last Name - Email - Test Result - Date and Time of test - Test ID and External ID. Additional mapping isn’t supported. ## Test Your Safety Cloud Integrations To test your integrations, using an Extract Transform Load (ETL) platform of your choosing, convert test results from another system into Health Verifications. Use this pattern. 1. Poll the same results from any vendor. 2. Map the vendor's system to a Health Verification object. 3. Insert the record, and run any automation on it. - **[Create Auth Providers and Named Credentials](https://help.salesforce.com/s/articleView?id=service.safety_cloud_auth_provider_creds.htm&release=264.0.0&type=5)** Safety Cloud comes with named credentials and Auth Providers for ixlayer, eMed, Senneca, and RainFocus. #### See Also - [Custom Triggers](https://help.salesforce.com/s/articleView?id=service.safety_cloud_custom_fields.htm&release=264.0.0&type=5 "Safety Cloud includes the custom triggers listed and described here.") - [Email Templates and Notifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_email_notifications.htm&release=264.0.0&type=5 "Safety Cloud supports sending emails to Slack and using email templates to optimize communications.") - [QR Code Generation](https://help.salesforce.com/s/articleView?id=service.safety_cloud_qr_code_gen.htm&release=264.0.0&type=5 "Safety Cloud generates QR codes when criteria on the Occasion Access Setting match data on an individual’s Health Verification record for the same Occasion.") - [Configure Safety Cloud to Generate QR Codes Automatically](https://help.salesforce.com/s/articleView?id=service.safety_cloud_configure_qr_code_gen.htm&release=264.0.0&type=5 "You can configure Safety Cloud to generate QR codes automatically for Health Verification records that meet a defined criteria.") - [Person Accounts](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_person_accounts.htm&release=264.0.0&type=5 "If your org has the Person Account enabled, when a user submits a health verification, PersonAccount and visitor are created.") <!-- document id=2dc113ec6d0d28db95761269312fda1c55ca02b6d0de938d09a0746ac6db53a8 url=/admin/current/en-us/service/264-0-0/cti_overview.md --> # Salesforce Call Center Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Keep in mind that the out-of-the-box Service app is a Salesforce Classic app and only supports Open CTI for Salesforce Classic. To make calls in Lightning Experience, use Open CTI for Lightning Experience in a Lightning Experience app, like our out-of-the-box Service Console app. To set up a call center, work with a developer or partner to create a CTI implementation that uses the Open CTI API and works with your existing telephony system. Most call centers are created by installing an AppExchange package, then all you have to do is decide which users you want to access the call center. After a call center is set up, call center users can make and receive calls with a softphone. Each softphone looks and behaves differently because each CTI implementation is unique. In the console and in Lightning Experience, softphones appear in a footer. In Salesforce Classic, softphones appear in the left sidebar of every Salesforce page. The call center is all about customization. You can modify softphone layouts and assign specific layouts to selected user profiles. You can also add phone numbers to call center directories so your users all have access to key phone numbers. As your needs change, your call center can be customized and changed too. As an admin, some customization you can do yourself. However, you might want to work with your developers or partners to make functionality changes. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Supported Browsers](https://help.salesforce.com/apex/HTViewHelpDoc?id=getstart_browsers_sfx.htm&language=en_US) - [Set Up a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_overview.htm&release=264.0.0&type=5 "Before Salesforce users can access and use a call center, an administrator must complete various tasks.") - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Manage Call Center Users](https://help.salesforce.com/s/articleView?id=service.cti_admin_manageagents.htm&release=264.0.0&type=5 "To let users make calls, add them to your call center.") <!-- document id=0ddb0ea0f3bc7096466ade838748b8f00ab19624a27e17d5fb51d080abbaf272 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_sf_channels.md --> # Salesforce Channels in Slack for IT Services By creating a dedicated Salesforce channel in Slack, you can ensure that every team member has a single source of truth for a ticket's formal data and the informal discussion around it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge Fulfillers often face fragmented workflows when managing a ticket. The official ticket data lives in a separate tool, while the collaborative discussion happens in various Slack channels or DMs. This creates constant context switching, makes it difficult to piece together a complete picture, and slows down onboarding for new team members. ## Solution Salesforce channels solve these problems by making Slack the single source of truth for every ticket. - Unified View: The dedicated channel combines the formal ticket data with the informal conversation. This means you have a complete record of both what happened and why, all in one place. - Zero Context Switching: With the ticket details and a summary embedded directly into the Slack channel, fulfillers can access critical information without ever leaving their workflow. - Streamlined Collaboration: It's easy to add new team members, as they can instantly see all the ticket details and conversation history to get up to speed in minutes. ![salesforce channels in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_sf_channels.png) To set up Salesforce channels in Slack, see [Set Up Salesforce Channels in your Org](https://help.salesforce.com/s/articleView?id=slack.slack_salesforce_channels_setup.htm&type=5&language=en_US). <!-- document id=30320e20b6aa865a2102aa2db5837e232e15457dce63a1366341d59ffc3a723c url=/admin/current/en-us/service/264-0-0/console2_limitations.md --> # Salesforce Classic Console Limitations Learn about display, access, and customization limitations for a console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ## Display Limitations - Salesforce Console in Salesforce Classic is available only in [supported browsers](https://help.salesforce.com/articleView?id=xcloud.getstart_browser_aloha.htm&type=5&language=en_US). If you use an unsupported browser, you get a degraded experience. For best performance, we recommend that console users adopt the Google Chrome™ browser and machines with 8 GB of RAM. Keep in mind that 32-bit systems are subject to memory limitations. To take full advantage of the added RAM, use 64-bit versions of both the operating system and the browser. - When using Chat in the Salesforce Classic Console, we recommend using Internet Explorer 8, 9, or 10 or the latest stable version of Firefox or Google Chrome. - A console offers limited support for right-to-left languages, such as Arabic or Hebrew. Since right-to-left languages aren’t fully supported, some features don’t appear as expected in a console, such as Case Feed, Chat, and Salesforce Knowledge. - All Salesforce CRM Content items display as primary tabs in a console. - When using Social Accounts, Contacts, and Leads, the Social Viewer window doesn’t align properly within a console. - Record home pages, including their standard Tools sections, don’t display in a console. ## Behavior and Access Limitations - Back buttons on browsers aren’t supported for a console and don’t work as expected. - A Salesforce console doesn’t meet accessibility requirements. - Visualforce pages don’t refresh when you click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Refresh all primary tabs** or **Refresh all subtabs**. In addition, if you override a detail page with a Visualforce page that uses related lists, any new records created using that related list aren't displayed until the page is reopened in a new tab. - If you edit a page layout in the console, such as adding a primary tab component like an interaction log, the updated layout isn’t displayed until the page is closed and then reopened in a new primary tab. - You can't directly edit the fields on the highlights panel; however, when you change those fields on a record, the highlights panel is automatically updated. - Some objects haven’t been fully adapted to a console, such as reports, dashboards, and Chatter. These and other objects are marked with an asterisk (\*) in the console setup area and can cause unexpected behaviors. For example: (1) When viewing opportunity splits, clicking **Cancel** doesn’t close the subtab; instead, the page detail information is opened in a subtab; (2) opportunity line items and quote line items don’t automatically refresh when changed—you must refresh the page to see the latest changes. - If you leave a console and return to it, any subtabs that were displayed don’t automatically reload. Also, if you leave a console by selecting an app from the Lightning Platform app menu, your browser's **Back** and **Forward** buttons don’t work as expected. - If you save changes in a lookup component, and you have unsaved changes in another lookup component, the unsaved changes are lost without a warning message. - If you click a custom link or a link in a text field, such as **https://salesforce.com/** in a case Description, the link appears in a window instead of a tab. - If you refresh the Change Case Status page in a console, an Unable to Access Page error appears. - If Chatter is disabled, you can’t use pinning in search results. - If you log in to another Salesforce app while you’re logged in to a Salesforce Classic Console app, you can’t accept new chat requests. ## Customization Limitations To edit a Salesforce Classic console app, you must be in Salesforce Classic. From Setup, enter Apps in the Quick Find box, then select **Apps** and click **Edit** next to your console app. You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate your Salesforce Classic console app in Lightning Experience. - The console doesn’t support Chatter Messenger. - Due to third-party cookie restrictions in modern web browsers, Visualforce pages can’t load in Salesforce Classic console apps when third-party cookies are disabled. See [Visualforce Limitations in Salesforce Classic When Third-Party Cookies are Blocked](https://help.salesforce.com/s/articleView?id=003786014&type=1&language=en_US). - Some Visualforce pages don’t display correctly in a console unless they're updated to show in it. - The console doesn’t support Visualforce pages that use the **Require CSRF protection on GET requests** preference. If you use Visualforce pages with CSRF protection, your agents can receive errors when trying to access the page. - Call center users can only use a softphone in a Salesforce console if they're using a CTI adapter built with [Open CTI](https://help.salesforce.com/s/articleView?id=service.cloud_cti_api_overview.htm&type=5&language=en_US). - The highlights panel for Chat Transcripts is editable, but you can’t turn it on for users. - You can’t add a console to customer portals or partner portals. - In Chatter Answers, administrators can’t customize the FAQ (Frequently Asked Questions) available to customers when they click **Need help?**. - Joined reports aren't supported in console apps. ## External Object Limitations - External objects are available in the Salesforce Console in Salesforce Classic only. Other consoles aren’t supported. - External objects haven’t been fully adapted to a console and can cause unexpected behaviors. Other objects also haven’t been fully adapted to a console, but those objects are marked with an asterisk (\*) in the console setup area. External objects aren’t marked with asterisks. - The external objects’ associated external data sources must have the **High Data Volume** option deselected. This requirement doesn’t apply to the cross-org adapter for Salesforce Connect. #### See Also - [Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_classic_intro.htm&release=264.0.0&type=5 "Get started with the Salesforce console in Salesforce Classic.") - [Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5 "Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.") <!-- document id=d92d7de991a0fa46e70189798f4e3afb02d2e76a19939954ff19619e01bb9363 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_get_started.md --> # Salesforce Configuration Management Database and Service Graph Easily manage your IT landscape by using Salesforce Configuration Management Database (CMDB) and Service Graph to track and understand all your configuration items. CMDB helps IT admins maintain accurate records of assets, ownership, and dependencies. Ensure smoother operations and more reliable IT services by structuring your asset data logically. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> CMDB is a centralized repository that stores structured data about the assets in your IT environment. The assets, known as configuration items (CIs), include physical devices, virtual machines, software applications, cloud services, and other components that support IT operations. Each CI is categorized by type and includes attributes that describe its key properties. You can also use CMDB with Agentforce to access CI and service graph information through natural language conversations and AI-powered workflows. ![CMDB](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_dashboard.png) - **[Learn and Explore CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_learn.htm&release=264.0.0&type=5)** Learn how Configuration Management Database (CMDB) helps you track, manage, and make sense of your organization’s assets. Explore core benefits, understand key terms, and see how configuration items evolve over time. - **[Plan and Prepare for your CMDB Implementation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_plan_prepare.htm&release=264.0.0&type=5)** Learn how to set up your Configuration Management Database (CMDB), assign the right permissions, and configure foundational settings to start using CMDB. - **[Configuration Items in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_overview.htm&release=264.0.0&type=5)** Configuration items (CIs) represent the individual assets in your IT environment. Each CI stores key details about a specific hardware or software component, helping your teams track, manage, and understand the infrastructure that supports your business. CIs provide the foundation for service management, impact analysis, and discovery. - **[Configuration Item Types in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_citype.htm&release=264.0.0&type=5)** A configuration item (CI) type specifies which attributes, relationships, and rules apply to the CIs that belong to it. Defining CI types helps your team maintain consistency and simplify data management across different asset categories. - **[Configuration Item Attributes and Attribute Sets in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_ci_attribute.htm&release=264.0.0&type=5)** Configuration item (CI) attributes define which details are tracked for each asset in your CMDB, such as the technical properties, ownership, and location. You can group related attributes into attribute sets to maintain consistency across similar CI types and streamline data entry. - **[Configuration Item Relationships and Service Graphs in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_relationships.htm&release=264.0.0&type=5)** A configuration item (CI) relationship defines how assets in your Configuration Management Database (CMDB) interact with each other. The service graph visualizes the relationships to show how systems are connected and where dependencies exist. Together, they help you monitor infrastructure health, analyze impact, and troubleshoot issues faster by understanding how assets work together across your IT landscape. - **[Identification Rules in CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_iden_rules.htm&release=264.0.0&type=5)** Maintain clean and reliable asset records in Configuration Management Database (CMDB) by using identification rules. Determine how the system identifies configuration items (CIs) when new data is added, either manually or through discovery. By matching key attributes like serial number or MAC address, identification rules prevent duplicates, reduce confusion, and ensure the right CI record gets updated. - **[Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5)** Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption. - **[Upgrade CMDB Data Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_upgrade_databundle.htm&release=264.0.0&type=5)** Review and upgrade CMDB data bundle versions to keep your data model current. Use data bundle upgrades to maintain the latest CMDB setup data after major releases. - **[Get Insights into Your Configuration Data with CMDB Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_dashboard.htm&release=264.0.0&type=5)** Use the Configuration Management Database (CMDB) dashboard to monitor configuration trends and asset health across your organization. Gain visibility into configuration accuracy, recent activity, and data quality to make informed decisions and reduce operational risks. - **[Configuration Management Insights Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_insights_dashboard.htm&release=264.0.0&type=5)** Monitor configuration item (CI) trends and analyze operational insights across your IT environment by using the Configuration Management Insights dashboard. Track CI metrics such as incident volume, CI status, and business criticality to identify high-impact infrastructure areas and prioritize troubleshooting efforts. <!-- document id=c0662dac515ecbd9de0fcd2cc3cc91429f983ee15e87599cccd8a68b4be01f14 url=/admin/current/en-us/service/264-0-0/console2_about.md --> # Salesforce Console Salesforce Console apps are a tab-based workspace suited for fast-paced work environments. Manage multiple records on a single screen and reduce time spent clicking and scrolling to quickly find, update, and create records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p>Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> <p style="margin-bottom:0;">Lightning console apps are available in the Essentials edition in Lightning Experience only.</p> </td> </tr> </tbody> </table> The console is perfect for Sales and Service folks. Support agents can use multiple applications at once and keep the context of cases as priorities change. Sales reps have all the tools at their fingertips to cultivate leads, close deals, and manage relationships. Administrators can customize a console to determine everything from the objects in the navigation tab, to whether you can place phone calls with a softphone. Customizations can also include displaying knowledge base articles alongside cases, creating custom actions with keyboard shortcuts, or chatting with customers over the web with Chat. Developers can help solve unique business problems with custom console components and use the Salesforce Console API to add third-party integrations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can create console apps in Salesforce Classic and Lightning Experience. When working with Lightning console apps, keep the following things in mind. Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. - **[How Are Console Apps Different from Standard Apps?](https://help.salesforce.com/s/articleView?id=service.console2_standard_nav_vs_console_nav.htm&release=264.0.0&type=5)** Apps with standard navigation let you open a single record at a time. However, apps with console navigation let you open multiple records at a time, and related records open in subtabs under the original record. - **[Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5)** Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most. - **[Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_classic_intro.htm&release=264.0.0&type=5)** Get started with the Salesforce console in Salesforce Classic. - **[Salesforce Console in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.console_lex_intro.htm&release=264.0.0&type=5)** Get started with the Salesforce console in Lightning Experience. - **[Salesforce Console Limitations](https://help.salesforce.com/s/articleView?id=service.console2_limitations_intro.htm&release=264.0.0&type=5)** Understand the limitations of the Salesforce Console. #### See Also - [_Salesforce Console Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console.htm) <!-- document id=84de8bc43e1b208d46cdb2a56817cc41aa0f892b34aa79a0df2a57b1d47f113b url=/admin/current/en-us/service/264-0-0/console2_impl_tips.md --> # Salesforce Console Implementation Tips Review these tips to make sure that you’re getting the most out of your console implementation. ## General Implementation Tips - A console respects all the security and sharing settings in your Salesforce org. - To see any setup changes to a console, refresh your browser. ## Salesforce Console for Service Implementation Tips - To use a console for Service, users must be assigned the Service Cloud User feature license. - To use Chat in a console, users must be assigned the Chat User feature license. - If Salesforce Knowledge is set up, turn on the Knowledge sidebar so that console users can automatically see relevant articles alongside any cases that they’re working on. #### See Also - [Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5 "Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.") - [What Features Are Available in Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_feature_parity.htm&release=264.0.0&type=5 "Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps.") <!-- document id=d90eea7593dc0a66a2daa7cec743854c6fd7b99f1c672168717a2c32e0115043 url=/admin/current/en-us/service/264-0-0/console_lex_intro.md --> # Salesforce Console in Lightning Experience Get started with the Salesforce console in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> </td> </tr> </tbody> </table> Use Lightning console apps to view multiple records and their related records on the same screen. Quickly work through records from a list using split view. To open a Lightning console app, use the App Launcher. **Lightning Console App User Interface** ![Screen shot of a custom Lightning console app.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_lex.png) - The App Launcher ![App Launcher icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/apps_120.png) (1) lets you switch between apps. To switch to another console app or back to a standard app, use the App Launcher. The name of the app you’re currently in is displayed next to the App Launcher. - The navigation menu (2) displays the navigation item you currently have selected. To open the navigation menu, click ![Chevron pointing down icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/chevrondown_120.png). From there, you can view or edit your navigation items. Selecting a navigation item opens the navigation item’s home page. Objects open in table view ![Table view icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/table_120.png). Opening a record changes the view to split view ![Split view icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/side_list_120.png). Once in split view, click the navigation item again to switch back to table view, or use the **Display as** dropdown. - Records open in workspace tabs, and related records opened from inside a workspace tab open in subtabs (3). You can refresh, pin, customize, and close a tab using the tab menu ![Chevron pointing down icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/chevrondown_120.png). You can also open navigation items in a new workspace tab by using **Ctrl+click** or **Cmd+click**. - The split view panel (4) can be hidden with ![Left arrow icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/left_120.png). Records opened from the split view panel open in new workspace tabs. - The utility bar (5) lets you access common processes and tools like History and Notes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip Speed up your work flow! Download the [Lightning Extension](https://sfdc.co/bm47Lj) and turn on the Link Grabber feature. The Link Grabber makes all Lightning links open in a new workspace tab instead of a new browser tab. - **[What Features Are Available in Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_feature_parity.htm&release=264.0.0&type=5)** Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps. - **[Who Can Access Lightning Console Apps?](https://help.salesforce.com/s/articleView?id=service.console_lex_access.htm&release=264.0.0&type=5)** To access and use a Lightning console app, users must have the Lightning Console User permission and their profile must be added to the Lightning console app. - **[Create and Edit a Custom Lightning Console App](https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&release=264.0.0&type=5)** Create custom console apps in Lightning Experience the same way that you create other Lightning Apps. Use the App Manager in Setup to customize your app’s color and branding, add a utility bar and items, configure navigation rules, and assign the app to user profiles. You can always come back and edit your console app at any time. - **[Create and Assign Lightning Console Permission Sets](https://help.salesforce.com/s/articleView?id=service.console_lex_assign_perm_set.htm&release=264.0.0&type=5)** If your org has purchased Lightning Console permission set licenses, you can assign the licenses to users with Salesforce Platform licenses to add access to Lightning console apps. - **[Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5)** Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them. - **[Personalize the Navigation Menu for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_personalize_nav.htm&release=264.0.0&type=5)** Customize a console app’s navigation menu so that the user interface suits the unique way you work. You can add and reorder items, and rename or remove items you’ve added. - **[Defer Loading Inactive Lightning Console Workspace Pages](https://help.salesforce.com/s/articleView?id=service.console_lex_defer_loading_inactive_pages.htm&release=264.0.0&type=5)** The “Defer loading inactive console workspace pages” setting improves performance by minimizing extra page loads. For example, if this setting is enabled and you use a navigation rule to open a workspace page, then the page doesn’t load until the user navigates to that page. This setting is enabled by default. - **[Limit the Maximum Number of Loaded Lightning Console Tabs](https://help.salesforce.com/s/articleView?id=service.console_lex_loaded_tab_limit.htm&release=264.0.0&type=5)** To set the maximum number of loaded console tabs in a session, enable the Loaded Console Tab Limit feature. - **[Customize Your Lightning Console App with Utilities](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities.htm&release=264.0.0&type=5)** The utility bar is a great way to give your console users quick access to productivity tools, like softphones and History. It appears as a fixed footer in your Lightning console app and opens utilities in docked panels. Some utilities support pop-out, which lets them open in a new browser window. - **[Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.console_lex_service_intro.htm&release=264.0.0&type=5)** The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You can customize this app to make it your own. - **[Lightning Sales Console](https://help.salesforce.com/s/articleView?id=service.console_lex_sales_intro.htm&release=264.0.0&type=5)** The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships. - **[Keyboard Shortcuts for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_keyboard_shortcuts.htm&release=264.0.0&type=5)** Use keyboard shortcuts to work efficiently in Lightning console apps. Shortcuts help you navigate and work with records faster and without using your mouse. You can use these shortcuts with your web browser shortcuts. #### See Also - [Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5 "Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.") - [_Salesforce Console Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console.htm) - [Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_classic_intro.htm&release=264.0.0&type=5 "Get started with the Salesforce console in Salesforce Classic.") - [_External Link_: Download the Lightning Extension from the Chrome Web Store](https://sfdc.co/bm47Lj) <!-- document id=935cc0afc191b8ad20ab2dfda6b61b281e90b7dfa2e7644b659d43059f1626aa url=/admin/current/en-us/service/264-0-0/console2_classic_intro.md --> # Salesforce Console in Salesforce Classic Get started with the Salesforce console in Salesforce Classic. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> **Salesforce Console User Interface** ![Screenshot of the Salesforce Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/salesforce_console_for_sales.png) Here’s how a console in Salesforce Classic works: (1) Select objects and records from the navigation tab. (2) Records display in a list, which you can pin at the left of the top of the screen. (3) Selected records appear as primary tabs, and tabs let you work on several items at once. (4) A highlights panel shows key information related to records. (5) Records related items appear as subtabs, and subtabs let you quickly switch between related information without losing context. (6) View and interact with content in the feed or detail area. (7) Access custom component data in sidebars and footers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Lightning console apps don’t yet have full parity with Salesforce Classic console apps. For example, some features in Salesforce Classic console apps, such as push notifications and custom keyboard shortcuts, aren’t available in Lightning console apps. [Learn more](https://help.salesforce.com/articleView?id=console_lex_feature_parity.htm&language=en_US). You can’t upgrade Salesforce Classic console apps to Lightning Experience from Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. - **[Set Up a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_intro.htm&release=264.0.0&type=5)** You can set up a console for Sales, Service, or create one for your own business needs. - **[Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5)** An administrator must enable and configure most console features to determine how console users view and work with data. - **[Custom Console Customization Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_overview.htm&release=264.0.0&type=5)** Create components to customize, extend, or integrate the Salesforce Console with other systems. - **[Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5)** Get more done faster using a console’s enhanced interface to work with records. #### See Also - [Salesforce Classic Console Limitations](https://help.salesforce.com/s/articleView?id=service.console2_limitations.htm&release=264.0.0&type=5 "Learn about display, access, and customization limitations for a console.") - [_Salesforce Console Developer Guide_](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console.htm) - [Salesforce Console in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.console_lex_intro.htm&release=264.0.0&type=5 "Get started with the Salesforce console in Lightning Experience.") <!-- document id=6f45815d48281bc820e76f74fff813293b0ae071b94c06c8e2a1e9b106158315 url=/admin/current/en-us/service/264-0-0/console2_limitations_intro.md --> # Salesforce Console Limitations Understand the limitations of the Salesforce Console. - **[Salesforce Classic Console Limitations](https://help.salesforce.com/s/articleView?id=service.console2_limitations.htm&release=264.0.0&type=5)** Learn about display, access, and customization limitations for a console. - **[Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5)** Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps. <!-- document id=73dab79c0f60735dbf8396df7db970d6c90f5d639b6c7c90d9232811f96f8572 url=/admin/current/en-us/service/264-0-0/console2_tabs_navigation.md --> # Salesforce Console Navigation Tab in Salesforce Classic Use the navigation tab to select an object and view its home page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> **A Console’s Navigation Tab** ![Salesforce console page with a navigation tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_navigation_tab.png) Each console displays one navigation tab. Your administrator determines the list of objects you can choose from a navigation tab, but if it’s turned on for you, you can click **Customize My Tabs** to hide, display, and organize the objects. Most object home pages selected from a navigation tab display list views, which automatically appear as enhanced lists. A navigation tab doesn't display forecasts, ideas, answers, connections, portals, console, or buttons for customizing your Salesforce org. <!-- document id=16cf2197b2891f63fb1f1740fcff433774e314b5b07c2b038ab0ec46de959794 url=/admin/current/en-us/service/264-0-0/console2_planning_questions.md --> # Salesforce Console Planning Questions Review these questions to help you get the most out of your console implementation. Who will use a console in your Salesforce org? A console is designed for users who want to find, update, and create records quickly. If users’ profiles are assigned to a console app, they can access it. Before creating a console, we recommend determining which of your existing user profiles will benefit the most from console access, such as profiles assigned to support agents or a telesales team. You can also consider creating a profile or cloning an existing profile from which you can assign users to a console. Have you purchased enough feature licenses? Salesforce users must have a feature license to use a console. After you set up a console, you can manually assign the licenses to users. Who will implement console apps for your company? A console is an app, consisting of a group of tabs working as a unit to provide application functionality. Salesforce provides standard apps, such as Sales and Service. You create a console as a custom app that users select from the app menu and App Launcher. If there is a user in your company who is familiar with creating apps in Salesforce, have that person implement console apps. Which objects do you want users to access in the console? The navigation tab in Salesforce Classic and the navigation bar in Lightning Experience, lets users select objects, such as cases, accounts, or contacts, and view that object’s home page. We recommend that you add objects that function as the center of your business processes. For example, the center of support agents’ business process is most likely cases, so make cases available to agents in the console. How do you want records to display in a console when they’re selected? A console displays all records as tabs so that users can quickly find, update, and create records on one screen. Primary tabs display the main item to work on, such as an account. Subtabs display related records, such as cases or contacts on an account. Salesforce Classic You can select which records display as primary tabs and subtabs. Pick the center of your business process as a primary tab, and related items as subtabs. For example, you can set accounts as a primary tab, and cases and contacts as subtabs. You can also choose how records display when they’re selected outside of primary tabs or subtabs, for example, when users select cases from list views or search results. Lightning Experience In Lightning console apps, primary tabs are called workspace tabs. By default, records open as workspace tabs when selected from the list view associated with the current navigation bar item. Records opened from a workspace tab open as subtabs. For example, if you select accounts from the navigation bar and then click an account in the list, the account opens as a workspace tab. Then, if you click a contact name from the account page, the contact record opens as a subtab. You can define navigation rules for a console app. Navigation rules determine how records open when they’re clicked outside of a workspace tab or subtab containing a record. For example, define a rule so that when you select accounts from the navigation bar and then click an account in the list, it opens as a workspace tab and its associated contact opens as a subtab. What features can I use in the console? Salesforce Classic Available features include things like Highlight Panels, Interaction Logs, Chat, a Knowledge sibebar, whitelisitng domains, choosing how lists display, setting up push notifications, keyboard shortcuts, and more. For a list of features that you can implement in your console, see [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/articleView?id=console2_configuration.htm&language=en_US). Lightning Experience Customizing a Lightning console app is different than a Salesforce Classic console. For a list of features that you can implement in your console, see [Element ID 'topic-title' not found in topic with ID 'console\_lex\_feature\_parity'.](https://help.salesforce.com/s/articleView?id=service.console_lex_feature_parity.htm&release=264.0.0&type=5 "Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps.") Do you want users to receive and make phone calls from a console? You can integrate Salesforce with third-party computer-telephony integration systems (CTI) using Open CTI. For more information, see [Salesforce Call Center](https://help.salesforce.com/articleView?id=cti_overview.htm&language=en_US). Do you want to customize, extend, or integrate a console with other systems? Create components to customize, extend, or integrate the Salesforce Console with other systems. For example, you might want to create components that display third-party apps or content when users view specific pages. What is the Agent Console? The Salesforce console improves upon the Agent console by providing you with more options and more advanced technologies. #### See Also - [Plan Your Salesforce Console Implementation](https://help.salesforce.com/s/articleView?id=service.console2_setting_up.htm&release=264.0.0&type=5 "Determine whether your console is for Service, Sales, or a unique business need. Think about your console users and what information they need most.") - [Salesforce Console Implementation Tips](https://help.salesforce.com/s/articleView?id=service.console2_impl_tips.htm&release=264.0.0&type=5 "Review these tips to make sure that you’re getting the most out of your console implementation.") <!-- document id=0d9e9f53bf2be35e86f23d08feb9827e4d40a65ae2ce90e62816cf7ab3a30196 url=/admin/current/en-us/service/264-0-0/voice_scc_overview.md --> # Salesforce Contact Center with Amazon Connect You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a></td></tr></tbody></table> - **[Install Managed Package for Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_mngd_pkg.htm&release=264.0.0&type=5)** Use the Salesforce Contact Center with Amazon Connect (SCC-AC) to configure the latest Amazon Connect features for your Salesforce org. To access SCC-AC, install the managed package. To install the managed package, you must have an Amazon contact center version 16.0 or later. - **[Salesforce Contact Center with Amazon Connect Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.voice_scc_limitations.htm&release=264.0.0&type=5)** Consider these limitations for Salesforce Contact Center with Amazon Connect. #### See Also - [_Amazon Setup and Installation Guide:_ Salesforce Contact Center with Amazon Connect](https://amazon-connect.github.io/amazon-connect-sccac-docs/) - [Add Messaging to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&language=en_US) <!-- document id=523f55be3af3f347188a1e48d5c418ecf9ccbc89864b16c75270ab8b909c162c url=/admin/current/en-us/service/264-0-0/voice_scc_limitations.md --> # Salesforce Contact Center with Amazon Connect Limitations and Considerations Consider these limitations for Salesforce Contact Center with Amazon Connect. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a></td></tr></tbody></table> ## Setup and Feature Support - Salesforce Contact Center with Amazon Connect isn’t currently available for Salesforce Voice with Amazon Connect. - Salesforce Contact Center with Amazon Connect doesn’t support Agentforce Service Agent (ASA). - Salesforce Contact Center with Amazon Connect conversations are not supported on the business-initiated message composer. ## Amazon Connect Chat and Messaging - To use Amazon Connect Chat and Messaging in a contact center, you must first set up an Amazon Connect Contact Center in Salesforce Voice and then add Messaging capabilities through Salesforce Contact Center with Amazon Connect. - To support the rep availability indicator for chat transfer, clone the Contact Center Bring Your Own Channel permission set and assign the cloned permission set to contact center reps. If you use the Contact Center Bring Your Own Channel permission set directly, rep availability indicators won’t function as expected. See [Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&language=en_US) for details. - Salesforce Voice with Amazon Connect doesn’t support Amazon Connect Chat and Messaging. - Amazon Connect Chat and Messaging in Salesforce has an attachment size limit of 5 MB. - Flow-triggered outbound messages aren’t supported for Amazon Connect and Messaging due to their integration architecture. - Amazon Connect Chat and Messaging in Salesforce doesn’t support Explicit Opt-In consent or Double Opt-In consent. - Amazon Connect Chat and Messaging in Salesforce isn’t compatible with Omni-Channel Unified Routing. - Don't use the Automatically log agents in to Omni-Channel in the new window or tab Omni-Channel Setting with Amazon Connect Chat and Messaging. If this setting is turned on, active chat sessions end when a rep duplicates a tab. To learn more, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005387372&type=1&language=en_US). #### See Also - [_Amazon Salesforce Contact Center with Amazon Connect Setup and Installation Guide_: Limitations](https://amazon-connect.github.io/amazon-connect-sccac-docs/docs/limitations/) <!-- document id=cc618406fe624a8f48266eccbb91d5115437ff51127c68c0195d7e09215fd7b9 url=/admin/current/en-us/service/264-0-0/fs_go_considerations.md --> # Salesforce Go - Field Service Considerations Before you turn on Field Service in Salesforce Go, review these considerations to plan your implementation and avoid unexpected changes to your org. ## General - Salesforce Go for Field Service automatically applies default configurations to your org. Review these defaults to understand specific object modifications. - Disabling Salesforce Go doesn’t revert changes. Manually reset settings like page layouts, permissions, and sharing if deactivated. - Designed for new implementations, Salesforce Go for Field Service may conflict with existing customizations in previously configured orgs. ## Permissions and Access - Salesforce Go modifies the Field Service Technician and Field Service Dispatcher permission sets. Review any custom changes before setup to prevent conflicts. - Go Setup provides Read, Create, and Edit access for Asset, Service Contract, and Contract Line Item objects to certain profiles. Ensure these permissions match your security model. - Dispatcher Record Access Controls set OWD sharing for work orders and service appointments to Private. Verify this fits your sharing strategy. ## Page Layouts and Record Pages - Go Setup clones and assigns managed package layouts to Admin, Dispatcher, and Technician profiles, potentially overriding existing custom layouts. - Lightning record pages for Accounts, Contacts, Service Appointments, Work Orders, and Service Territories default to the Field Service Console app. Check existing assignments before activating. ## Automation and Flows - Go Setup adds a Case-to-Work Order Flow and Case quick action. Review existing Case-to-Work Order flows to prevent duplicate records. - Data Capture inherits parent sharing from work orders, work order line items, and service appointments. Ensure that this model aligns with your sharing rules. - Go Setup generates auto-association rules (Beta) to link Data Capture forms to service records. Test the rules in a sandbox before production deployment. ## Mobile - Go Setup adds My Jobs and My Open Service Appointments list views to the Service Appointment mobile layout which may alter existing custom mobile views. - Mobile branding isn’t automatic. Configure colors and background images separately after Go Setup. - To migrate Data Capture flows to another org, use DevOps Center. ## Scheduling - Go Setup maps En Route to the Dispatched category. Review custom status models for compatibility before activation. - Verify that the default scheduling policies for Dispatchers and Customers align with your business priorities before going live. Data and Reporting - Go Setup generates a Work Orders with Accounts custom report type. If this name is already in use, the process might fail or produce a duplicate. - By default, asset reports are grouped by Account and Location, but you can modify them post-setup. ## Architectural & Setup Considerations While Salesforce Go automates the heavy lifting (enabling settings, creating default permission sets, and installing managed packages), it operates on a "standardized" template. - **Existing Metadata Conflicts:** Avoid setup failures or duplicates by auditing existing Field Service permissions before running Salesforce Go, as custom naming conventions or permission sets may conflict with defaults. - **The "Managed Package" Delay:** Salesforce Go initiates the Field Service Managed Package installation. Despite the interface indicating "Complete," deployment can take 20 minutes to finish. - **Persona-Based Limits:** Salesforce Go uses broad personas like "Dispatcher" or "Technician" for permissions. Hybrid roles require manual cloning and adjustment in Standard Setup. ## Data and Resource Modeling Streamlined setup often defaults to simplified models that might not scale for enterprise-level Field Service operations. - **Territory Hierarchy:** Salesforce Go creates flat territory structures; nested hierarchies require manual re-parenting. - **Operating Hours & Time Zones:** Salesforce Go defaults to the admin’s local time zone for operating hours, potentially causing scheduling conflicts for mobile workers in different regions. - **Work Type Defaults:** Generic work types from streamlined setup require manual updates for complex logic, such as skills or products, to maintain scheduling accuracy. ## Mobile App Considerations Admins often confuse **Salesforce Go** (the setup tool) with the **Field Service mobile app** (the end-user tool). - **License Provisioning:** Enabling the feature via Salesforce Go doesn’t automatically assign mobile licenses to users. Assign the Field Service Mobile permission set license to every technician. - **Offline Priming:** The "streamlined" setup doesn't configure specific Offline Briefcase or priming configurations. Technicians in low-connectivity areas require a secondary setup phase to ensure data is available offline. <!-- document id=c1d7c27be4e684aa9fbbc96a46346d21c7dad09e38e904c85ada8db7bf1f842a url=/admin/current/en-us/service/264-0-0/macros_supported_knowledge_actions.md --> # Salesforce Knowledge Actions Supported in Macros These actions are available when you click **Select Knowledge Sidebar Component** in the macro instructions. Knowledge actions let you search for knowledge articles and add articles to cases. You can create and run macros to perform these actions on the Salesforce Knowledge Publisher in the Salesforce Console for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use these actions, you must have Salesforce Knowledge enabled in your organization and added as a console component. Salesforce Knowledge actions, such as attaching an article to a case, must be enabled in the console. The Knowledge Sidebar must be expanded when you run a Knowledge macro. If the sidebar is collapsed, the macro doesn’t work. Internet Explorer 7 and Bulk macros are not supported for Salesforce Knowledge actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Salesforce Knowledge Actions Supported in Macros"> <caption>Salesforce Knowledge Actions Supported in Macros</caption> <colgroup> <col style="width:16.666666666666664%"> <col style="width:66.66666666666666%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193685e74">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193685e77">Description</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d193685e80">Supported in Bulk Macros?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Select Knowledge Sidebar Component</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Tells the macro that these instructions affect the Knowledge Sidebar in the console. </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Select Article Search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Tells the macro that the instructions affect Knowledge search.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Set Keywords</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 "> <p>Specifies the keywords to use when searching the knowledge base. You can search by:</p> <ul> <li>Article number: The article number retrieves an article by its number, which is useful when you want to select a specific article. The syntax is <kbd>articlenumber:123456789</kbd>. </li> <li>Keywords: You can search by keywords. The Salesforce Knowledge search looks for these keywords in the title and body of the articles in the knowledge base. For example, the phrase <kbd>Reset Your Password</kbd> returns articles that contain that phrase.</li> </ul> </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Run Search</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Tells the macro to search the knowledge base using the criteria specified in the Set Keywords instruction.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Select Most Relevant Article</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Selects the first article listed in the search results.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Attach to Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Attaches the article to the case.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Attach to Email as PDF</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Adds the article as a PDF attachment to the email in the case.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e74 ">Insert into Email as HTML</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d193685e77 ">Inserts the article text and links into the email in the case.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d193685e80 ">No</td> </tr> </tbody> </table> <!-- document id=0cf9d0d351ee7681ec38cc7f01803f1cd990218fb20b775fd8f53a8323428e76 url=/admin/current/en-us/service/264-0-0/knowledge_article_versions.md --> # Salesforce Knowledge Article Versions Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When an article is attached to a case and a new version of the article is published, the version attached to the case is flagged as being outdated. For example, if Version 2 is attached to a case and a third version is published, the article attached to the case becomes Version 2 (outdated). This notation ensures that there’s a permanent record of which content was associated with the case. When you click the version number in the Article View, and the Article or Translation Detail pages, you see the Version History list. In this list you can: - View the list of archived versions. - To view a version, click its title. - Expand the version to view its field change history (if you have history tracking enabled for the article type and for fields). By default, the system stores up to ten versions of an article, plus any versions that are attached to cases. When several versions of an article exist, you can restore an older version and republish it. In Salesforce Classic, you can click Revert to Draft Version to copy the archived version’s content into a draft article, then republish it as a new version. You can also restore the older version of any associated translations at the same time. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When there’s an existing draft for the article, the option to revert isn’t available. In Salesforce Classic, you can delete an older, outdated version of a published article by selecting Delete This Version from the article detail page. If you delete an article version related to a case, it’s no longer be attached to the case. Translated article versions depend on the primary language article. If the primary language version is deleted, the translated versions are also deleted. In Lightning Experience, you can delete archived and draft versions only. Versions also appear in custom reports, allowing you to find and read the article version attached to a case. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=f517deb5d47a9a439e58b5cd160b31889e717df091dacd80df4cc15e09bca0c6 url=/admin/current/en-us/service/264-0-0/es_ap_salesforce_knowledge_enablement.md --> # Salesforce Knowledge Enablement Employee Service uses Salesforce Knowledge to help alumni access knowledge articles in Alumni Portal. Your alumni can read the articles to find answers and solutions to their issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To enable Salesforce Knowledge, you must perform these tasks: - Assign permissions to user profiles - Enable topics for articles - Map articles to topics - Enable voting on articles - Add the Knowledge tab - Publish your changes See [Enable Salesforce Knowledge in Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_knowledge_access.htm&type=5&language=en_US). <!-- document id=0d071ea067c57448756d00e6183483b5d725e608954d711f29553df042554840 url=/admin/current/en-us/service/264-0-0/es_salesforce_knowledge_enablement.md --> # Salesforce Knowledge Enablement HR Service uses Salesforce Knowledge to help employees access knowledge articles in Employee Portal. Your employees can read the articles to find answers and solutions to their issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To enable Salesforce Knowledge, you must perform these tasks: - Assign permissions to user profiles - Enable topics for articles - Map articles to topics - Enable voting on articles - Add the Knowledge tab - Publish your changes See [Enable Salesforce Knowledge in Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_knowledge_access.htm&type=5&language=en_US). <!-- document id=b21bb40dca5db78ca3c8cc4174a262138cbe0a0efc497395d076647c2279f84a url=/admin/current/en-us/service/264-0-0/knowledge_map.md --> # Salesforce Knowledge Help and Resources Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Salesforce Knowledge is available in <strong>Essentials</strong> and <strong>Unlimited</strong> Editions with Agentforce Service (formerly Service Cloud).</p> <p style="margin-bottom:0;"> <span>Salesforce Knowledge is available for an additional cost in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Developer</strong> Editions. For more information, contact your Salesforce representative.</span> </p> </td> </tr> </tbody> </table> ## Overview of Salesforce Knowledge - [Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&release=264.0.0&type=5 "Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared.") - [Plan Your Knowledge Base in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing_lex.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") - [Plan Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_customizing.htm&release=264.0.0&type=5 "It's important that you consider your individual company’s needs while you develop a strategy for capturing and publishing your support team’s expertise. With a robust knowledge base, customers receive service faster or even solve their own issues.") - [Lightning Knowledge Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/lightning_knowledge_guide.pdf) - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) ## Set up Lightning Knowledge - [Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&release=264.0.0&type=5 "Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it.") - [Set Up and Configure Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_set_up.htm&release=264.0.0&type=5 "Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process.") - [Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_record_types.htm&release=264.0.0&type=5 "Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types.") - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") - [Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5 "Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval.") - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") - [Flow Approvals for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_flow_approvals.htm&release=264.0.0&type=5 "Add and manage more complex, multi-stage approval processes to your knowledge base. Use Flow Orchestrator approval processes for easier customization, flexibility, and reporting on article approvals.") ## Use Salesforce Knowledge in Lightning Experience - [Authoring Actions in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_authoring.htm&release=264.0.0&type=5 "Use authoring actions like edit, publish, and restore to manage articles from the Knowledge home and article record pages. Administrators, support reps, and internal employees with the correct profile permissions can perform the actions.") - [Search Articles in the Global Search Box and the Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_search.htm&release=264.0.0&type=5 "In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console.") - [Use the Lightning Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&release=264.0.0&type=5 "The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles.") - [Sharing for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing.htm&release=264.0.0&type=5 "Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules.") ## Migrate from Salesforce Classic to Lightning Knowledge - [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&release=264.0.0&type=5 "Use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge. The Lightning Knowledge Migration Tool works differently depending on whether your org has one or multiple article types.") - [Lightning Knowledge Migration Tool Features and Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool_learn.htm&release=264.0.0&type=5 "Before planning and performing the migration with the Lightning Knowledge Migration Tool, learn about the differences between Classic Knowledge and Lightning Knowledge. Understand the limits of the migration tool and Classic features that either aren’t supported or work differently in Lightning Knowledge.") ## Set up Classic Knowledge - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Knowledge Article Types](https://help.salesforce.com/s/articleView?id=service.knowledge_article_types_manage.htm&release=264.0.0&type=5 "Article types, such as FAQs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel. For each article type you can create custom fields, customize the layout by adding or removing sections and fields, and choose a template for each channel. You can also create workflow rules and approval processes to help your organization track and manage article creation and publication.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Workflow and Approvals for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_wflow_approvals.htm&release=264.0.0&type=5 "Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you more control over the content and publication of your articles.") ## Use Your Knowledge Base in Salesforce Classic - [Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5 "Use a single search to find all your resources at once.") - [Find Knowledge Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_find_articles.htm&type=5&language=en_US) - [Articles or Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_articles.htm&release=264.0.0&type=5 "Find out which Salesforce Knowledge tab you are using and what you can do on each.") - For searching and viewing Salesforce Knowledge Articles on your Android device, see [Access Salesforce Knowledge Articles with Salesforce for Android](https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_salesforce1_newfeat_articles_hybrid.htm) (no longer beta) and [Salesforce App Differences from the Full Salesforce Site](https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_mobile_salesforce1_limits.htm) - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab.") - [Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well.") ## Trailhead - [Knowledge Basics (Lightning)](https://trailhead.salesforce.com/en/content/learn/modules/lightning-knowledge-basics) - [Knowledge Basics (Classic)](https://trailhead.salesforce.com/en/modules/knowledge_essentials/) - [Knowledge Search Basics (Classic)](https://trailhead.salesforce.com/content/learn/modules/knowledge_search_basics) ## Define Data Categories for Your Salesforce Knowledge Articles - [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&release=264.0.0&type=5 "Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas.") - [Create and Modify Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") - [Add Data Categories to Category Groups](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5 "Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas.") ## Translate Salesforce Knowledge Articles - [Work with Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_manage.htm&release=264.0.0&type=5 "The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.") - [Support a Multilingual Knowledge Base](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5 "Reach a global audience by offering your knowledge base in multiple languages.") - [Translate Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation.htm&release=264.0.0&type=5 "If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page.") - [Export Articles for Translation](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_export.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup.") - [Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5 "If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization.") - [Set Up Primary Article and Translation Side-By-Side View](https://help.salesforce.com/s/articleView?id=service.knowledge_primary_translation_comparison_view.htm&release=264.0.0&type=5 "Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article.") ## Share Your Salesforce Knowledge Base - [Find, Attach, and Email Articles with the Case Feed Articles Tool](https://help.salesforce.com/articleView?id=case_interaction_using_articles.htm&language=en_US) (Classic) - [Enable Salesforce Knowledge in Your Community (Classic)](https://help.salesforce.com/articleView?id=networks_knowledge_access.htm&language=en_US) - [Use Knowledge with Chat](https://help.salesforce.com/articleView?id=live_agent_set_up_knowledge_chat_answers.htm&language=en_US) (Classic) ## Knowledge and the Salesforce Mobile App - [What’s Available in Each Version of the Salesforce Mobile App](https://help.salesforce.com/articleView?id=sf1_features_to_app_comparison.htm&language=en_US) - [Customer Service Features: What’s Not Available in the Salesforce Mobile App](https://help.salesforce.com/articleView?id=limits_mobile_sf1_service.htm&language=en_US) ## Develop with Salesforce Knowledge - The [Salesforce Knowledge Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.knowledge_dev.meta/knowledge_dev/knowledge_customize_intro.htm) has specific development information for Salesforce Knowledge along with tutorials and examples. - The [REST API Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_rest.meta/api_rest/intro_what_is_rest_api.htm) has information on supporting articles with the REST API. - The SOAP API Developer Guide has information on the [Knowledge](https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_guidelines_knowledge.htm), including guidelines, objects, and calls. - The [Metadata API Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_intro.htm) has information on Salesforce Knowledge Metadata API objects. - The [Visualforce Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.pages.meta/pages/pages_intro.htm) has information on Salesforce Knowledge Visualforce components. - The [Lightning Platform Apex Code Developers Guide](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_intro_chapter.htm) has information on the Apex `KnowledgeArticleVersionStandardController` Class. <!-- document id=619bc747ccdbac7bec49100530acf1b80f82cd289bcb9e42e3d641c752c492ec url=/admin/current/en-us/service/264-0-0/cloud_cti_api_overview.md --> # Salesforce Open CTI Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). Here’s how Open CTI connects to your telephony system. ![Architecture](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/cti/CTI_arch_overview.png) The way you implement Open CTI depends on your org’s user interface. There are separate Open CTI APIs for Salesforce Classic and Lightning Experience. You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing. Before the introduction of Open CTI, Salesforce users could only use the features of a CTI system after they installed a CTI adapter program on their machines. These types of programs often included desktop software that required maintenance and didn’t offer the benefits of cloud architecture. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important CTI Toolkit, also known as the Desktop CTI, is [retired](https://help.salesforce.com/articleView?id=000233625&type=1&language=en_US). The CTI Toolkit is no longer supported, and adapters built on the CTI Toolkit don’t work. To continue using CTI functionality, migrate to [Salesforce Open CTI](https://help.salesforce.com/articleView?id=cloud_cti_api_overview.htm&language=en_US). Typically, CTI vendors or partners create Open CTI implementations. After you have an Open CTI implementation, it’s integrated with Salesforce using the Salesforce Call Center. Keep in mind that the out-of-the-box Service app is a Salesforce Classic app and only supports Open CTI for Salesforce Classic. To make calls in Lightning Experience, use Open CTI for Lightning Experience in a Lightning Experience app, like our out-of-the-box Service Console app. CTI vendors and partners use Open CTI in JavaScript to embed API calls and processes. With Open CTI vendors and partners can: - Build CTI systems that integrate with Salesforce without the use of CTI adapters. - Create customizable softphones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console. - Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft® Internet Explorer®, Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or Windows machines. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note When creating custom objects, don't use the name Inquiry, because it's a standard object and using it as a custom object ‌causes URL access issues. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Supported Browsers](https://help.salesforce.com/apex/HTViewHelpDoc?id=getstart_browsers_sfx.htm&language=en_US) <!-- document id=ee3d2556a740a65d0b222c4120cb73570a59f654bd154f88b27c23c9dbe60239 url=/admin/current/en-us/service/264-0-0/voice_amazon_salesforce_reports.md --> # Salesforce Reports for Amazon Connect Usage and Billing View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Salesforce Voice Minutes Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** This report shows charges for Salesforce Voice minutes only. It doesn’t include charges for telephony minutes. To create and view this report, you must be assigned the Contact Center Admin permission set. - **[Salesforce Voice Usage and Cost Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** This report shows charges for telephony minutes only. It doesn’t include charges for Salesforce Voice minutes. If you have the Salesforce Voice Additional AWS Services add-on license, this report shows usage and charges for additional AWS services. To create and view this report, you must be assigned the Salesforce Voice Contact Center Admin permission set. - **[Service Cloud IVR Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** This report shows IVR usage that specifies the number of IVR utterances. - **[Salesforce Voice Calls Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** In addition to the standard reports, you can create a custom report type based on the Voice Calls object. The Voice Calls report provides information about the voice calls in your Salesforce Voice contact centers. The report provides details such as caller phone numbers, timestamps, and duration for the voice calls. - **[Considerations for Amazon Connect Usage and Billing Reports](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** When viewing reports, keep these considerations in mind. ## Salesforce Voice Minutes Report This report shows charges for Salesforce Voice minutes only. It doesn’t include charges for telephony minutes. To create and view this report, you must be assigned the Contact Center Admin permission set. ![Salesforce Voice Minutes Report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_minutes_report.png) In the Salesforce Voice Minutes report: - The AWS Account Id helps to identify all the AWS sub-accounts created within both your production and sandbox orgs, and these sub-accounts are cumulative. - The Salesforce Voice Minutes indicates the number of Salesforce Voice minutes used for the specified AWS account on the usage date. These values are based on the Voice minutes that you have purchased, and if you use more Voice minutes than what is included in your plan, it contributes towards overage based billing. - The Usage Details is usually a combination of the region and org id, concatenated with underscore "\_". To get the Salesforce Voice minutes consumption for the current month, sum up the entries of the Salesforce Voice Minutes column in the report for the current month. In the report, the usage data has a two-day delay, for example, to see the data for January 31 in the report, wait until February 2. ## Salesforce Voice Usage and Cost Report This report shows charges for telephony minutes only. It doesn’t include charges for Salesforce Voice minutes. If you have the Salesforce Voice Additional AWS Services add-on license, this report shows usage and charges for additional AWS services. To create and view this report, you must be assigned the Salesforce Voice Contact Center Admin permission set. To better understand these telephony charges, let’s look at a few examples. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d137166e197">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d137166e200">Charged Telephony Minutes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e197 ">A one-minute inbound call that uses the IVR system only–it never requires a rep</td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e200 ">1 minute</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e197 ">A one-minute outbound call from the rep, regardless if the customer answers</td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e200 ">1 minute</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e197 ">A one-minute call that’s initially handled by the IVR, transferred to a rep for one minute, and then transferred to another rep for one more minute</td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d137166e200 "> <p dir="ltr">3 minutes: </p> <ul> <li dir="ltr">1 minute using the IVR</li> <li dir="ltr">1 minute with the first rep</li> <li dir="ltr">1 minute with the second rep</li> </ul> </td> </tr> </tbody> </table> ![Salesforce Voice Usage and Cost Report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cost_usage_report.png) In the Salesforce Voice Usage and Cost report: - AWS Account Id: Your AWS account id corresponding to the usage and cost specified in that row. - Billed AWS Service: The AWS service associated with the specified AWS account id, for which the usage and cost details are specified in that row. - Charge: The charges associated with your telephony minutes usage for a billed AWS service such as Contact Center Telecommunications minutes. If you have signed up for any additional services that are part of the [Salesforce Voice Additional AWS Services Add-on License](https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&type=5&language=en_US), the charges are shown against that service in the report. - Contact Center Region: The region of the contact center associated with the telephony minutes usage specified in that row. - Currency: The currency in which the corresponding charge has been billed. - Key: The Key value varies depending on the AWS Service. For example, for Contact Center Telecommunications or telephony minutes, the key value is a combination of these parameters separated by a hyphen. - Contact center region, for example, USW2 - Two-letter country code associated with the calls, for example, US - Phone number type such as Direct Inward Dial (DID) or tollfree - Call type such as inbound, or outbound concatenated with minutes - Optional numeric value representing your day charge or fixed cost related to the telephony charges If you export this data to your spreadsheet or analytics tool, use this key value to analyze the report to get insights such as countries driving the most call volumes and costs, changes in cost patterns between DID and Toll Free numbers, and cost changes due to shifts in inbound and outbound call volumes. - Metrics Record ID: A combination of the AWS account id and a random 10-character string. This value is a unique identifier for that particular row. - Usage Quantity and Usage Unit: Represents different values such as the number of requests, the number of minutes used, or the number of notifications depending on the AWS Service used. The usage and billing data for the previous month is available in the Salesforce Voice Usage and Cost report on the fifth day of the current month. For example, the billing data for June is available in the Salesforce Voice Usage and Cost report on July 5. #### See Also - [How Does Billing Work?](https://help.salesforce.com/s/articleView?id=service.voice_amazon_how_billing_works.htm&release=264.0.0&type=5 "Understand how you’re billed for IVR utterances, Salesforce Voice minutes, and telephony minutes.") - [Salesforce Voice Additional AWS Services Add-on License](https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&release=264.0.0&type=5 "Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).") ## Service Cloud IVR Report This report shows IVR usage that specifies the number of IVR utterances. ![Service Cloud IVR Report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ivr_lex_report.png) In the Service Cloud IVR report: - AWS Account Id: The AWS account id for which the IVR utterances and the cost are specified in that row. - Service Cloud IVR Utterances: The number of service cloud IVR utterances consumed on the usage date for the specified AWS account. - Usage Date: The date on which the IVR utterances were consumed. - Usage Details: A combination of region and Orgid concatenated with an underscore. To get the service cloud IVR utterances balance in your Salesforce org, sum up the Service Cloud IVR Utterances entries in the report for the current month and subtract it from the remaining IVR utterances provided in the bill for previous month. The usage data in the report has a two-day delay. For example, to get the usage data for January 31 in the report, wait until February 2. #### See Also - [_Amazon Documentation_: Amazon Lex Pricing](https://aws.amazon.com/lex/pricing/) ## Salesforce Voice Calls Report In addition to the standard reports, you can create a custom report type based on the Voice Calls object. The Voice Calls report provides information about the voice calls in your Salesforce Voice contact centers. The report provides details such as caller phone numbers, timestamps, and duration for the voice calls. ![report types](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_report_types.png) ![voice calls report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_calls_report.png) Create a report type for the Voice Call object, and use this report type to create the Salesforce Voice Calls report. See [Generate a Salesforce Report for Amazon Connect Usage and Billing](https://help.salesforce.com/s/articleView?id=service.voice_setup_report.htm&type=5&language=en_US). ## Considerations for Amazon Connect Usage and Billing Reports When viewing reports, keep these considerations in mind. - Salesforce reports usage data based on information passed from Amazon Web Services (AWS) Cost Explorer. For information, see the [AWS Cost Explorer documentation](https://aws.amazon.com/aws-cost-management/aws-cost-explorer/). - Usage Quantity and Usage Unit have replaced the Telephony Minute field. Use quantity and unit together to understand measurements. - Report data is aggregated in the active org and can be viewed only from the active org. If you’re using a sandbox or trial org, create the report in the active org that the sandbox or trial org is linked to. - The billable minutes in Salesforce reports that come from AWS might be different from minutes calculated from Salesforce voice calls records. Why don’t the minutes match? These discrepancies can be due to multiple reasons, including: - Modification of timestamps for Salesforce voice calls. By shifting the timestamps, the calls might be billed on different days. - Time zone differences when reporting and timestamping of AWS data. Usage data from Amazon Cost Explorer is reported in Greenwich Mean Time (GMT) without a timestamp. Salesforce stores this AWS data, but adds midnight as the timestamp. The Salesforce reports show data based on the user’s time zone. Due to the time zone differences, the reporting can be a bit confusing. Here’s an example. - A rep answers a call on June 3 at 6 PM PST (Pacific Standard Time), which is June 4 at 1 AM GMT. - The Amazon Cost Explorer logs the call as occurring on June 4, but without a timestamp. - Salesforce receives the data from Amazon Cost Explorer and logs the call as occurring on June 4 and adds 12 AM GMT (00:00 GMT) as the timestamp. - A Salesforce report run by a California user shows that the call happened on June 4. However, the Salesforce voice call record shows that the call happened on June 3. As a result, minutes for June 3 and June 4 will be inconsistent depending if you get the results from the Salesforce voice call records or from data that came from AWS. - Usage data from AWS has a processing delay of approximately two days. For example, to view usage data for January 31, you have to wait until February 2 for it to appear in the report. - Don’t compare the Telephony Usage report with the Service Cloud Voice Minutes report because these reports measure different metrics and are mutually exclusive. #### See Also - [Frequently Asked Billing Questions for Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_faqs.htm&release=264.0.0&type=5 "To learn more about billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), review these frequently asked questions.") <!-- document id=818a29de669eaa295cbc04b6f4a174a6c900de22b7c5a73ac60cd42402255a47 url=/admin/current/en-us/service/264-0-0/aws_addon_license.md --> # Salesforce Voice Additional AWS Services Add-on License Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important The following Additional AWS Services can be purchased from Salesforce. These Additional AWS Services are provided by Amazon Web Services, Inc. (“AWS”) and AMCS LLC or its regional affiliate, as applicable, (“AMCS”). Such AWS and AMCS functionality and services are Non-SFDC Applications or Third Party Applications (each a “Non-SFDC Application”), as such term may be defined in the MSA between SFDC and Customer including any addenda thereto (“MSA”) and are collectively referred to as “Additional AWS Services”. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For contractual limitations for Salesforce Voice with Amazon Connect, see this [list](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/product-specific-terms/scv-amazon-connect-contractual-limitations.pdf). Some service limitations no longer apply with the purchase of the add-on license, such as Amazon EventBridge, Amazon Simple Notification Service (SNS), Amazon CloudWatch, and Amazon Dynamo DB. With the Additional AWS Services add-on license, you have the option to access these AWS services for your contact center. To review your monthly charges for Salesforce Voice with Amazon Connect, run the Salesforce Voice Usage and Cost Report. | Service | What You Can Do | | --- | --- | | Amazon API Gateway | Create, maintain, and secure APIs at any scale. | | Amazon CloudWatch (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Observe and monitor resources and applications on AWS, on premises, and on other clouds. | | Amazon Connect Voice ID | Real-time caller authentication and fraud risk detection using ML-powered voice analysis. | | Amazon Dynamo DB (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Fast, flexible NoSQL database service for single-digit millisecond performance at any scale. | | Amazon EventBridge (included with your purchase of Salesforce Voice with Amazon Connect but with limitations) | Build event-driven applications at scale across AWS, existing systems, or SaaS applications. | | Amazon GuardDuty | Protect your AWS accounts with intelligent threat detection. | | Amazon Kinesis Data Firehose | Reliably load real-time streams into data lakes, warehouses, and analytics services. | | Amazon Pinpoint | Connect with customers through scalable, targeted multichannel communications. | | Amazon SES | Get reliable, scalable email to communicate with customers at the lowest industry prices. | | Amazon Simple Notification Service (SNS) (included with your purchase of Service Cloud Voice with Amazon Connect but with limitations) | Fully managed Pub/Sub service for A2A and A2P messaging. | | AWS Direct Connect | Create a dedicated network connection to AWS. | | AWS PrivateLink | Establish connectivity between VPCs and AWS services without exposing data to the internet. | | Amazon Connect (for Amazon Connect Tasks feature) | Manage contact centers by automating workflows for creating, tracking, and assigning tasks to reps. These tasks include follow-ups, customer requests, and actions that the reps must complete even if they are not actively involved in a voice or chat interaction. | | Amazon Connect (for Amazon Connect Guides feature) | Provide contact center reps with step-by-step guidance and workflows to assist them during customer interactions. | | Amazon Connect (for Amazon Connect Contact Lens screen recording feature) | Record reps' on-screen activities during customer interactions to provide supervisors with deeper insights into agent workflows and customer service processes. | | Amazon Connect Contact Lens Agent Evaluation | Create customized evaluation forms, and automate assessments using machine learning to generate detailed performance analytics, helping contact center managers to evaluate rep performance and enhance rep interactions. | | Amazon Q in Connect Q | Get real-time, personalized assistance for both your customers and reps from the generative AI-powered assistant integrated into Amazon Connect, enhancing customer service experience. | | Amazon Connect Forecasting & Scheduling | Predict contact center volumes, determine staffing needs, and create efficient rep schedules to optimize contact center operations. | | Amazon Connect Contact Lens Call Summarization | Provides a generative AI-powered summary of the call after the call is completed. | | AWS Step Functions | Coordinate multiple AWS services into workflow-based applications. | | AWS Trusted Advisor | Use the real-time recommendations provided by this service to enhance the security, performance, reliability, cost efficiency, and operational excellence of your AWS environment. | | AWS Well-Architected Tool | Use the cloud assessment service to evaluate your cloud workloads against AWS best practices and enhance your cloud workloads accordingly. | | Amazon SQS | Enables components to communicate asynchronously by sending, storing, and receiving messages at scale. | | Outbound Campaigns | Create and manage proactive call campaigns. | #### See Also - [Set Up Voice ID](https://help.salesforce.com/articleView?id=service.voice_id_setup&type=5&language=en_US) - [Salesforce Voice Usage and Cost Report](https://help.salesforce.com/s/articleView?id=service.voice_amazon_telephony_minutes_report.htm&type=5&language=en_US) <!-- document id=8c15ced61c3c4f0d34594746f8adbd13488e15b7203f9fa6cbef7d3c29bce878 url=/admin/current/en-us/service/264-0-0/voice_and_your_telephony_provider.md --> # Salesforce Voice and Your Telephony System Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) supports multiple telephony systems. Although your contact center supervisors and reps interact with customers using Salesforce, the underlying telephony provider manages and routes the calls. To ensure that Salesforce and your telephony provider are in sync, setup includes mapping Salesforce components to the corresponding telephony system components. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> For instance, to route calls to a contact center queue, map the Salesforce queue to the telephony provider queue. Although you can define the routing logic using Salesforce queues, the routing actually takes place in the telephony system using the telephony provider queues. To ensure that calls are routed correctly, map the queues. Calls assigned to an unmapped queue aren’t routed at runtime. Because the components are mapped, changes to Salesforce components are also made to the corresponding telephony system components. For instance, when a rep changes their status in Salesforce, their status is also changed in the telephony system. #### See Also - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") <!-- document id=aff16c5372ad4312637836fd8eb27d2f659d3217e08b7a1333a24e35769d4455 url=/admin/current/en-us/service/264-0-0/voice_key_concepts.md --> # Salesforce Voice Key Concepts When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Bring Your Own Channel for Contact Center as a Service (CCaaS) A Salesforce messaging channel type that allows you to bring messaging services from your CCaaS provider to a Salesforce Voice contact center. CCaaS Provider The provider of the back-end contact center as a service (CCaaS) system integrated with Salesforce Voice. This is your telephony provider or the Bring Your Own Channel contact center system. Your CCaaS provider manages its own separate infrastructure. By default, Salesforce Voice uses Amazon Connect as its telephony provider, and you can add more CCaaS features through the Salesforce Contact Center with Amazon Connect. Other CCaaS partners provide telephony and messaging integrations for Salesforce. External client App (ECA) External client apps are packageable frameworks to enable a third-party application to integrate with Salesforce using APIs and security protocols. External client apps provide single sign-on (SSO) and use SAML and OAuth protocols to authorize third-party applications. Third-party applications that are integrated with Salesforce can run on the customer success platform as well as other platforms, devices, or SaaS subscriptions. - Managed ECA: The automatically generated managed ECA is used for single sign-on (SSO). Users need a custom permission set to use SSO to log into Voice and the associated Amazon Connect instance. Salesforce automatically adds the SSO ECA to the Salesforce Voice permission set, and assigns the permission set to all users selected as contact center admins when the center was created. If more users need access to the SSO app, you can assign user profiles and permission sets directly from the Contact Center Details page in Voice Settings. - Local ECA: Local ECA you create is used for single sign-on (SSO) for contact centers manually created by manually integrating Voice with your Amazon Connect instance by importing the contact center definition XML file. This app securely authenticates users, allowing them to log into Voice and your associated telephony system. After creating this app, you must link its ID to your contact center's XML definition file. You also manage access by assigning the appropriate user profiles and permission sets directly within the app's policies. Connected App When you create a Salesforce Voice contact center with Amazon Connect, Salesforce creates two [connected apps](https://help.salesforce.com/articleView?id=connected_app_overview.htm&language=en_US) for you and assigns a connected app permission set to your contact center admins. These apps are used behind the scenes, so you don’t usually need to open or update them. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Starting in the Summer '26 release, connected apps can no longer be created. You must use External Client Apps (ECA) instead for new contact centers. Pre-existing contact centers created before this release will continue to use connected apps. - **Single Sign-On Connected App**. The first connected app is used for single sign-on (SSO). Users need a custom permission set to use SSO to log into Voice and the associated Amazon Connect instance. The app’s name is your contact center name followed by Connected App—for example, ContactCenterWest Connected App.Salesforce automatically adds the SSO connected app to the Salesforce Voice permission set, and assigns the permission set to all users selected as contact center admins when the center was created. If more users need access to the SSO connected app, select their user profile in the app’s settings. If new contact center admins are added to the contact center in the future, they’re automatically assigned the permission set. - **REST API OAuth Connected App**. The second connected app is used for REST API OAuth. It allows the Amazon Connect Lambda functions, which are used by the Amazon Connect contact flows, to create and update records in your org. Its name is your contact center name followed by Connected App for REST API OAuth—for example, ContactCenterWest Connected App for REST API OAuth. If you’re using your own telephony provider with Salesforce Voice, configure your own connected apps and SSO. Contact Center Represents the reps and supervisors providing customer service with Salesforce Voice. If you create a Voice contact center with Amazon Connect, Salesforce creates an Amazon Connect instance and an external client app (ECA). You can have multiple contact centers, with each typically representing a geographic region—for example, one for the US and another for EMEA. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For these older contact centers, Salesforce automatically created a connected app for SSO, and another connected app for REST API OAuth when you set up the contact center in Voice. IVR (Interactive Voice Response) A telephony menu system that helps callers navigate to the right department in your contact center. If you’re using Amazon Connect as your telephony provider, customize your IVR by working with its two key ingredients: Lambda functions and contact flows. - A **contact flow** is a sequence of steps that determine how customers interact with your contact center. Salesforce provides sample contact flows that you can use to configure inbound, outbound, and transferred call flows. - A **Lambda function** is a small piece of code used in Amazon Connect to configure your phone system’s IVR. Salesforce provides several Lambda functions for use in your Service Cloud Voice contact flows. These functions are used by the sample contact flows, and you can also use them in custom contact flows. The Lambda functions provided by Salesforce perform these actions: - Create a voice call record in Salesforce - Start real-time transcription - Save transcripts to Salesforce - Sync data between a contact record (previously called contact trace record or CTR) and a VoiceCall record - Invoke the Salesforce REST API to perform create, read, update, and delete operations on Salesforce records such as cases, accounts, or custom objects To learn more about the Lambda functions that Salesforce provides, see [Lambda functions.](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_overview.htm) Phone Number Porting Connecting your existing phone number or numbers to work with your new contact center. To learn how porting works with Amazon Connect, see [Port Your Current Phone Number](https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html). Phone number porting is highly regulated, and requires you to submit a porting request with your telephony provider many weeks in advance. To avoid any anxiety about the porting timeline, we recommend that you claim a new phone number for testing and production, and forward traffic to that number from your original production phone number until testing is complete. Then, port the original production phone number from your previous telephony provider to your new one. Service Cloud Real Time A microservice for handling real time communication events which are high volume in nature. This microservice is essential for operating both Salesforce Voice and Bring Your Own Channel messaging services. Salesforce Core Most users log in and interact with the Salesforce core application. All the rep experience, supervisor experience, and admin experiences are all built in Salesforce Core. Softphone A software-based phone that reps access from a computer. The softphone interface resembles a regular phone, with a dialpad and call buttons, but it offers extra functions like the ability to transfer callers to another rep or queue, mute your line, and place a caller on hold. Reps can use the softphone in the Omni-Channel utility’s Phone tab with Voice. Telephony Provider The provider of the back-end telephony service integrated with Salesforce Voice with Telephony Providers. By default, Salesforce Voice uses Amazon Connect as its telephony provider. Amazon Connect’s features include intelligent cloud telephony and cloud contact center features like IVR, call routing and storage, and real-time call transcription. As an alternative, you can choose to implement Voice with a different telephony provider or integrate your own Amazon Connect instance with Voice. <!-- document id=65cd7dc43fdbaf50747511b5a21b57eb076067330806ad3071e53bc86feb53e2 url=/admin/current/en-us/service/264-0-0/voice_mixed_license.md --> # Salesforce Voice License Transition and Mixed License Options Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> In the mixed model, you can use the Salesforce Voice with Partner Telephony license in addition to your Salesforce Voice with Amazon Connect license to meet use cases such as seasonal staffing needs in your contact center. The mixed license and upgrade to Agentforce 1 Edition integrate seamlessly with your Salesforce Voice setup, including your Amazon Connect setup, without disrupting your contact center or current functionality. No additional configuration for Partner Telephony is required. After moving to a mixed license model or upgrading your Salesforce edition, you can turn on voice with partner telephony and add users to the contact centers. - Make sure the license or edition, such as Agentforce 1 Service Edition, and the Service Cloud Voice with Partner Telephony license are enabled. - Make sure the Salesforce Voice Contact Center Admin (Partner Telephony) and Salesforce Voice Contact Center Rep (Partner Telephony) permission sets are added. If these licenses or permission sets don’t show up, contact the Salesforce Accounts team. - Add the Service - Contact Center Connected App to the Enabled Permission Sets. This permission set is auto enabled during contact center creation if it uses connected apps. You don't need to assign it to individual users. ![Enable permission set](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_permission_set_enable.png) - From Setup, go to the Partner Telephony Setup page, and enable the Turn on Voice with Partner Telephony option. ![Enable partner telephony option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_enable_partner_telephony.png) After enabling this option, there’s no need to create a contact center, and you can continue using your contact centers. To add new admins to the contact centers, assign the Salesforce Voice Contact Center Admin (Partner Telephony) permission set to these users. To add service reps (agents) to the contact center, assign the Salesforce Voice Contact Center Rep (Partner Telephony) permission set to these users. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you transition to Agentforce 1 Service Edition, there’s no impact to reps or supervisors who are already logged in or for ongoing voice calls. You must retain your Salesforce Voice with Amazon Connect license to retain access to your Amazon Connect contact centers. Contact your account executive to obtain a courtesy Salesforce Voice with Amazon Connect license. <!-- document id=bc95fbf74421dc4018a84d249819717f97a78e84ac7386217b4f6d00f7926db3 url=/admin/current/en-us/service/264-0-0/voice_limitations.md --> # Salesforce Voice Limits and Limitations Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[General Limitations for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)** These limitations apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models, unless specified otherwise. - **[Limitations of Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)** These limitations apply to customers using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect. - **[Limitations of Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)** These limitations apply to customers using Salesforce Voice with Partner Telephony. - **[Rate Limits for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)** These per org limits apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models. ## General Limitations for Salesforce Voice These limitations apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models, unless specified otherwise. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:21.14164904862579%"> <col style="width:78.8583509513742%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Feature Availability</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Voice is available only in Lightning Experience.</li> <li>Voice is supported on Agentforce Service (formerly Service Cloud) and Agentforce Sales (formerly Sales Cloud) as an add-on license.</li> <li>Voice isn’t supported on Salesforce Mobile or iPad.</li> <li>Telephony is highly regulated, so check with your Salesforce representative about the availability of Voice in your region. </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td> <td class="slds-cell-wrap" style="vertical-align:top;">Voicemails don’t trigger After Conversation Work (ACW) because they are treated as completed calls. The voicemail tab remains active and continues consuming rep capacity until the rep manually closes the voice call tab.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Call Recordings</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>If a service rep pauses a call that is being recorded and refreshes the page, the <strong class="uicontrol">Record</strong> button’s appearance doesn’t change, but the call is no longer being recorded. The rep must click <strong class="uicontrol">Record</strong> to continue recording the call. </li> <li>Only the owner of a Voice Call Recording record can listen to the recording. To let supervisors listen to call recordings, set up a role hierarchy where the support supervisor is above the owner of the Voice Call Recording record.</li> <li>For Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, if Automated Interaction Logs are enabled in the Set Recording and Analytics Behavior flow block in Amazon Connect, the call duration incorrectly shows 0 for calls with IVR recordings that aren’t handled by reps and the media player’s fast forward and skip controls don’t work while playing the call recordings.</li> <li>If Universal Call Recording Access is enabled, users who aren’t part of the contact center can hear unredacted recordings. See <a href="https://issues.salesforce.com/issue/a02Ka00000eNxZYIA0/for-service-cloud-voice--salesforce-users-who-are-not-added-to-call-center-are-able-to-listen-to-un-redacted-call-recordings" target="_blank">this known issue</a>.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Multiparty and Consult Calls</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>For Salesforce Voice with Partner Telephony, one call can include up to six participants in a multiparty (conference) call, including a rep and customer. Additionally, a supervisor can barge in or listen in. A rep can start a consult call during an active multiparty call. For more limitations and considerations see the Salesforce Voice with Partner Telephony Developer Guide: <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_multiparty_consult_calls.htm" target="_blank">Manage Multiparty Calls and Consult Calls</a>. </li> <li>For Amazon Connect, one call can include up to three active participants. Additionally, a supervisor can listen in. For example, a service rep speaking with a customer can add one more participant to a call. A rep can only add one caller at a time. If there’s an ongoing transfer, even if the primary call ends, a rep can’t add more callers. If multiparty calls are enabled in Amazon Connect, when a call is transferred, the X button for the third-party (rep) connection is disabled. To end a call, click <strong class="uicontrol">End Call</strong> or <strong class="uicontrol">Leave Call</strong>. </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Contact Centers</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <span>Users can be added to only one contact center. </span> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Sales Engagement Integration</td> <td class="slds-cell-wrap" style="vertical-align:top;">If you use Salesforce Voice with Sales Engagement, use the Omni-Channel utility instead of the Dialer softphone utility to make and receive calls. Add the Omni-Channel utility to the console footer and remove the Dialer softphone utility. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td> <td class="slds-cell-wrap" style="vertical-align:top;">When a supervisor opens a transcript in Command Center for Service after a call has ended, the transcript can be empty. It can take up to 10 minutes after the call ends before the transcript is displayed.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Call transcription is generated in real time during the call, and the transcript appears in the Conversation component on the Voice Call record page. After the call ends, the Conversation component is temporarily empty for a few minutes. To see the transcript, refresh the page. </li> <li> <span>During a call, real-time call transcriptions are visible to all reps who are on the call. After a call ends, the transcript’s visibility is controlled by sharing rules.</span> </li> <li>To bring transcripts into closed conversations, use <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Connect REST API</a>. When you’re using <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_rest_voicecalls_update.htm" target="_blank">Telephony API</a>, transcripts sent after a conversation is closed aren’t automatically associated with the Voice Call record and don’t appear in the Enhanced Conversation component.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Respect Rep Capacity</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>A situation can occur with Respect Rep Capacity turned on and reps in a blended queue with voice calls and other work items like cases or messaging sessions. If other work items are routed with Omni-Channel and voice calls are routed with external routing or blended routing, work items routed with Omni-Channel are assigned first. Voice calls are assigned only if a rep has completed all other assigned work items. To deal with this situation, reps should temporarily switch to Available for Voice presence status in Omni-Channel to take a call. Admins should consider using Omni-Channel Unified Routing so that Omni-Channel routes all work items, including voice calls.</li> <li>When Respect Rep Capacity is enabled and voicemails are routed using the Least Active or Most Available routing models with tab-based capacity, the rep’s capacity is consumed as long as the voicemail tab is open. To free up capacity and allow the rep to receive new incoming calls, the rep must manually close the voicemail tab. If the tab remains open, Omni-Channel will decline all new incoming calls because the rep’s capacity is fully utilized.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Softphone Utility</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Salesforce Voice is designed to use the Omni-Channel utility to answer and make calls. Don’t use other softphone utilities, including utilities for Dialer or Open CTI, with the Omni-Channel utility in the same Lightning Service Console app. </li> <li>Reps must only have one softphone initialized at a time. If changing their work environment from one device to another, reps should log out of Omni-Channel by updating their presence status. They must also close browser tabs containing the Omni Widget or log out of Salesforce before accessing the phone on the Omni-Channel utility on a different device.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Storage Usage</td> <td class="slds-cell-wrap" style="vertical-align:top;">Voice call records and transcripts don’t count towards your Salesforce org’s storage limits and usage calculations. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Voice Call Record Page and Lightning Web Components</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li> <span>By default, the Voice Call tab that shows the Voice Call list view is hidden. Add the Voice Call tab to your console so reps can view Voice Call records. Reps can’t edit standard Voice Call list views, but with the right permissions they can clone and update list views with list view controls. </span> </li> <li>When you create custom fields, the setting <samp class="parmname">Always require a value in this field in order to save a record</samp> isn’t supported. </li> <li> <span>When a rep opens duplicate browser tabs during a call, the behavior of the Call Controls component and Conversation component on the Voice Call record page can be affected. </span> </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Voice in Apps with Standard Navigation</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>After Conversation Work isn’t supported if Salesforce Voice is part of an app with standard navigation. </li> <li>Multiparty calls with more than 3 participants and consult calls aren’t supported if Salesforce Voice is part of an app with standard navigation.</li> <li>If a rep makes an outbound call in an app with standard navigation, the voice call record doesn’t open by default. To access details of the work item, click the call in the voice call record list or in the Omni-Channel work item list.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Web Browsers</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li> <span>Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO). </span> </li> <li> <span>Don’t open Salesforce Voice in multiple browser tabs. Opening Voice in multiple tabs causes the rep's status to become out of sync. </span> </li> </ul> </td> </tr> </tbody> </table> ## Limitations of Salesforce Voice with Amazon Connect These limitations apply to customers using Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.980815347721823%"> <col style="width:76.01918465227818%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td> <td class="slds-cell-wrap" style="vertical-align:top;">During After Conversation Work (ACW) time, a rep can receive a transferred voice call. The transferred call interrupts and ends ACW, and Omni-Channel no longer lists the previous call in a rep’s active work.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Amazon Connect Integration</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect integrate with Amazon Connect and other services from Amazon Web Services (AWS) to provide telephony backend services.</li> <li>For information about Amazon Connect, see the <a href="https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html" target="_blank">Amazon Connect Administrator Guide</a>. To access Amazon Web Services documentation, go to <a href="https://docs.aws.amazon.com" target="_blank">https://docs.aws.amazon.com</a>.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">AWS Limits and Service Quotas</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>AWS observes certain <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" target="_blank">service quotas</a>, or default limits, on Amazon Connect and AWS features. Most of these service quotas can be increased by opening a case with AWS. For help, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5" title="Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.">Increase Amazon Service Quotas</a>. </li> <li>For information about additional AWS services and increased limits, see <a href="https://help.salesforce.com/s/articleView?id=service.aws_addon_license.htm&release=264.0.0&type=5" title="Use the Additional AWS Services add-on license to include additional AWS services in Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect).">Salesforce Voice Additional AWS Services Add-on License</a>. For contractual limitations for Service Cloud Voice with Amazon Connect, see this <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Agreements/product-specific-terms/scv-amazon-connect-contractual-limitations.pdf" target="_blank">list</a>. Some service limitations no longer apply with the purchase of the add-on license, such as Amazon EventBridge, Amazon Simple Notification Service (SNS), Amazon CloudWatch, and Amazon Dynamo DB. To review your monthly charges for Salesforce Voice with Amazon Connect, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5" title="View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types.">Salesforce Reports for Amazon Connect Usage and Billing</a>.</li> <li>AWS allows a maximum of two Amazon Connect instances per region per AWS account. This limit can be increased by creating a case in the AWS Management Console. </li> <li>AWS allows a Lambda function invoked from an Amazon Connect flow to run for a maximum of 8 seconds before it times out and routes to an error branch in the flow. See the <a href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-lambda-functions.html#function-contact-flow" target="_blank">Amazon Connect Administrator Guide</a> for additional information.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Amazon Connect Configuration</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>The After Call Work timeout setting in Amazon Connect must be disabled and set to zero (0). If the timer is enabled, voice calls are pushed to service reps regardless of the rep’s Omni-Channel capacity. This setting isn’t related to the After Conversation Work feature in Salesforce.</li> <li>When a caller cancels an inbound call that hasn’t been connected to a rep or a rep cancels an outbound call, the rep doesn’t enter the After Call Work flow.</li> <li>When a rep makes an outbound call and the call is canceled before the recipient answers, reps don’t enter the After Call Work flow.</li> <li>These Amazon Connect features aren’t supported in Salesforce Voice:<ul> <li>Auto-Accept Call (only supported for use cases where Unified Routing with Omni-Channel is enabled)</li> <li>Enable Multi-Party Calls and Enhanced Monitoring</li> </ul> </li> <li>Custom Amazon Connect statuses don’t support specific reserved names, Default and Pending. Creating a custom status named Default or Pending results in unexpected routing behavior for Salesforce Voice.</li> <li>For Amazon Connect Chat and Messaging limitations, see limits and considerations for <a href="https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&release=264.0.0&type=5" title="You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features.">Salesforce Contact Center with Amazon Connect</a>. </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Call Behavior</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>If a rep makes an outbound call and hangs up before the call starts ringing, Amazon Connect may not create a contact record (previously called contact trace record or CTR) for the voice call. Because Salesforce uses contact record sync to update voice call status, the voice call in this scenario will remain in an In Progress state. </li> <li>If you refresh the browser during a call, the audio is disconnected.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Call Timing</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Incoming calls and callback requests must be answered by a service rep within 20 seconds. If a rep doesn’t answer an incoming call or declines a call or callback, the rep’s status in the Omni-Channel utility is changed to <var>Offline</var>, and the call is routed to another rep. If a rep ends the callback while it’s dialing, the rep’s status is changed to <var>Offline</var>. The 20-second period starts when Amazon Connect assigns the call to a rep. The actual period can be shorter due to latency, which can result in reps opening the Voice Call tab and finding that the call that they meant to answer was already rerouted. In this scenario, the rep’s status remains unchanged, and they continue to receive calls. This 20 second limitation doesn’t apply for incoming calls if <a href="https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5" title="Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.">Unified Routing with Omni-Channel</a> is enabled. With Unified Routing, you can customize the call acceptance push time-out in the Omni-Channel routing configuration.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Federal Risk and Authorization Management Program (FedRAMP)</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <span>Amazon Connect is a third-party Amazon service that sits outside your Salesforce Government Cloud FedRAMP environment. When you use Amazon Connect, your account is used to send relevant data from your organization to Amazon, where the data is processed to provide the Amazon Connect functionality. Amazon Connect is a separate service offered by Amazon and not a FedRAMP authorized service. Therefore, Amazon Connect’s processing environment falls outside the Government Cloud FedRAMP authorization boundary. To learn more about Amazon Connect, see <a href="https://aws.amazon.com/connect/" target="_blank">https://aws.amazon.com/connect/</a></span> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li> <span>To sync service rep status between Salesforce and Amazon Connect, reps must log out of Omni-Channel before logging out of Salesforce and before closing the browser or browser tab. </span> </li> <li> <span>When the rep logs out of Omni-Channel, their status is synced with Amazon Connect so that calls aren’t pushed to the rep. If you close the browser tab before logging out of Omni-Channel, the rep's status isn’t synced between Omni-Channel and Amazon Connect. Omni-Channel thinks the rep is offline, but Amazon Connect thinks the rep is still available and keeps pushing calls to them. </span> </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Phone Number Format</td> <td class="slds-cell-wrap" style="vertical-align:top;">Avoid ambiguous phone number formatting by using country codes when dialing phone numbers or linking phone numbers from inbound calls. If an E.164 country code isn’t provided, Salesforce appends the country code specified in the call center settings. The lack of a country code can prevent Salesforce from locating records, such as contact records that are associated with the phone number. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Queue Transfers for Voice Calls</td> <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce Voice doesn’t support queue transfers for voice calls already in one queue and transferred to another queue using the <a href="https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html" target="_blank">Transfer to queue</a> block in the Amazon Connect flow. In this scenario, the call recording and transcription are available in Amazon Connect but not Salesforce. Alternatively, you can use routing profiles to transfer voice calls to groups of service reps to take calls for queues they don’t typically handle when certain criteria are met. See <a href="https://github.com/amazon-connect/amazon-connect-salesforce-scv/blob/master/BestPractices/OverflowRouting.md" target="_blank">Managing Increases in Call Volumes with Routing Profiles</a>.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call are transcribed due to a Lambda function limitation.</li> <li>Real-time call transcription is provided by Amazon Transcribe or Contact Lens for Amazon Connect. For transcription questions and support, contact Amazon Web Services. See <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">Get Expert Support for Salesforce Voice</a>.</li> <li>For a list of Amazon Transcribe’s transcription languages supported by Service Cloud Voice, see <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_setup_amazon_connect_transcription_languages.htm" target="_blank">Amazon Transcribe's Transcription Languages Supported by Salesforce Voice</a>. For a list of supported transcription languages with Contact Lens, see the <a href="https://aws.amazon.com/about-aws/whats-new/2021/09/contact-lens-amazon-connect-adds-languages/" target="_blank">Amazon documentation</a>.</li> <li>By default, real-time call transcription for English is automatically configured by the Salesforce-provided Lambda functions.</li> <li>To show real-time transcription in another language, modify the <code>languageCode</code> on the transcription block in your contact flows in Amazon Connect. </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Sandboxes</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li> <span>When Salesforce Voice and Conversation Insights are both turned on in the same production org, copying the production org to a sandbox turns off Conversation Insights and breaks the flow of data to the Salesforce Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox. </span> </li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> XML Imports</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>If you integrate your existing Amazon Connect instance manually through an XML import for Salesforce Voice with Partner Telephony from Amazon Connect, certain features are limited or unavailable. To ensure you benefit from all features and functionalities <a href="https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&type=5&language=en_US" target="_blank">integrate your existing Amazon Connect instance through Salesforce</a>.</p> <p>These features or functionalities are limited or unavailable:</p> <ul> <li>Auto-fill for Contact Center Details page. Fields that display Amazon Connect data aren’t auto-populated and need to be filled in manually.</li> <li>Contact center key pairs. The key pair for the contact center isn’t automatically updated and needs to be manually updated through the Contact Center Details page.</li> <li>Amazon Lambda functions. When the contact center is upgraded, the Lambda functions aren’t updated to the latest version. Instead, the Lambda functions need to be manually updated.</li> <li>Real-time call recordings. Reps aren’t able to pause and resume call recordings.</li> <li>The agent (service rep) availability feature isn’t available out of the box. You can manually set up agent availability by <a href="https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&type=5&language=en_US" target="_blank">generating the call center routing map</a>.</li> <li>The <a href="https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&type=5&language=en_US" target="_blank">Queue Management</a> feature isn’t available.</li> <li>Universal Call Recording Access isn’t available.</li> <li>Voice biometrics aren’t available.</li> <li>Einstein Conversation Insights isn’t available. </li> </ul> </td> </tr> </tbody> </table> ## Limitations of Salesforce Voice with Partner Telephony These limitations apply to customers using Salesforce Voice with Partner Telephony. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">After Conversation Work</td> <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce <a href="https://help.salesforce.com/articleView?id=omnichannel_configure_after_conversation_work_time.htm&type=0&language=en_US" target="_blank">After Conversation Work feature</a> requires support from your telephony provider. Ask your provider whether you can configure After Conversation Work for your call or messaging sessions.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Call Timing</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>If a service rep doesn’t answer an incoming call within a certain number of seconds or declines a call or callback, their status in the Omni-Channel utility may be updated or the call may be rerouted. The actual period can be shorter due to latency, which can result in reps opening the Voice Call tab and finding that the call that they meant to answer was already rerouted. Reps should accept a call few seconds before the timeout expires. Admins should account for this buffer when configuring timeout. Ask your telephony provider about their call answering time limits and behavior.</li> <li>If you refresh the browser during a call, the audio can be disconnected. Ask your telephony provider what to expect.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Omni-Channel</td> <td class="slds-cell-wrap" style="vertical-align:top;">To sync service rep status between Salesforce and your telephony provider, reps may need to log out of Omni-Channel before logging out of Salesforce and before closing the browser or browser tab. Ask your telephony provider what to expect.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Phone Number Format</td> <td class="slds-cell-wrap" style="vertical-align:top;">When reps dial phone numbers or link phone numbers from inbound calls, using ambiguous or invalid phone number formats can prevent Salesforce from locating records, such as contact records that are associated with the phone number. Ask your telephony provider which phone number formats they support. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Real-Time Call Transcription</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Support for real-time call transcription varies by telephony provider. Ask your telephony provider about their call transcription options and supported transcription languages.</li> <li>Sometimes, telephony providers don’t finish the transcription process until after the conversation is closed, and transcripts sent outside the conversation window aren’t automatically available in Salesforce. To upload transcripts to Salesforce, use <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Connect REST API</a>. Timestamps on uploaded transcripts reflect time of upload, not time of conversation.</li> </ul> </td> </tr> </tbody> </table> ## Rate Limits for Salesforce Voice These per org limits apply to all Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) telephony models. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25.119617224880386%"> <col style="width:25.119617224880386%"> <col style="width:23.923444976076556%"> <col style="width:25.837320574162682%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e977">What</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e980">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e983">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85769e986">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Concurrent conversations</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 ">Maximum number of combined voice calls and messaging for in-app and web, both active and in queue, in a single org at one time. </td> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">10,000 voice calls and messaging for in-app and web at the same time per org. To increase this limit, contact Salesforce Customer Support. </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 "> <ul> <li>​​Includes all types of calls (for example, inbound, outbound, transfer, callback).</li> <li>Active calls include calls with or without transcriptions.</li> <li>Transferred calls are considered to be a continuation of the original call.</li> <li>After the limit is reached, real-time transcriptions aren’t created. Phone calls continue to be handled and routed to your support team as usual, but without real-time transcription.</li> </ul> </td> </tr> <tr class=""> <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Conversations per second</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 ">Maximum number of voice calls created per second.</td> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">100 calls initiated per second per org. To increase this limit, contact Salesforce Customer Support.</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 "> <ul> <li>​​Includes all types of calls (for example, inbound, outbound, transfer, callback).</li> <li>After the limit is reached, transcriptions won’t work for additional calls in that second.</li> </ul> </td> </tr> <tr class=""> <td data-label="What" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e977 ">Utterances per second</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e980 "> <p style="margin-bottom:0;">Maximum number of utterances that can be transcribed within each second interval. The length of an utterance is variable, depending on when pauses occur within spoken conversations.</p> </td> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e983 ">5,000 utterances per second per org</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d85769e986 "> <ul> <li>This limitation may result in some voice calls sporadically missing transcriptions within a call. For example, suppose that there are active conversations that generate 5,013 concurrent utterances at the same time. In this case, 13 utterances won’t have a transcription.</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") <!-- document id=42d134a2cb38710254d9c533190542d4df4b8fa709aebf6efb01fb21b426eb16 url=/admin/current/en-us/service/264-0-0/voice_planning_checklist.md --> # Salesforce Voice Planning Checklist Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139141e77">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139141e80">Where to Learn More</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 1: </strong><strong>Review Voice’s key concepts and limitations. </strong>Understand the terms we use when talking about telephony, and read through the Voice limits and limitations. </td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.voice_key_concepts.htm&release=264.0.0&type=5" title="When you’re using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), it’s helpful to understand the terms we use to talk about telephony.">Salesforce Voice Key Concepts</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5" title="Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.">Salesforce Voice Limits and Limitations</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 2: </strong><strong>Choose a telephony model. </strong>Decide whether to use the out-of-the-box Amazon Connect telephony, work with your own telephony provider, or integrate an existing Amazon Connect instance with Voice.</td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <a href="https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5" title="Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.">Choose Your Voice Telephony Model</a> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "> <p><strong>Step 3: </strong><strong>Consider your service limits.</strong> If your contact center will use Amazon Connect telephony, decide whether to increase your Amazon service limits, or quotas. Ask an AWS Solution Architect for help if you’re not sure. Amazon’s limits control things such as:</p> <ul> <li>The maximum number of concurrent active calls</li> <li>The maximum number of transcription jobs</li> <li>The list of countries that can be called in outbound calls</li> </ul> <p style="margin-bottom:0;">If your contact center will use partner telephony, ask your telephony provider about their service limits.</p> </td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_aws_service_quotas.htm&release=264.0.0&type=5" title="Salesforce Voice (formerly Service Cloud Voice) uses Amazon Web Services products, such as Amazon Connect for telephony and Amazon Transcribe for real-time transcription. AWS observes service quotas, or default limits, on Amazon Connect, Amazon Transcribe, and other AWS features. To increase the quota for your Connect instance if you have Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), contact Salesforce. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support. To increase the quota for your Connect instance if you have Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), contact AWS.">Increase Amazon Service Quotas</a> </p> <p> <em>Amazon Help:</em> <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" target="_blank">Amazon Connect Service Quotas</a> </p> <div> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-tip"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png" alt="Tip"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;" id="voice_planning_checklist__note_xdn_wps_kdc"><a name="voice_planning_checklist__note_xdn_wps_kdc"><!-- --></a><span class="slds-text-title_caps">Tip</span> For the default list of countries supported for outbound calls, see the section named “Countries you can call.”</div> </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "> <p><strong>Step 4: </strong><strong>Plan your phone number porting. </strong>Decide whether and how to use your existing phone number or numbers in your new contact center. </p> <p>Phone number porting is highly regulated, can’t be rushed, and requires you to submit a porting request with your telephony provider many weeks in advance. To avoid any anxiety about the porting timeline, we recommend taking this approach:</p> <div><a name="voice_planning_checklist__ol_dfk_xps_kdc"><!-- --></a> <ol id="voice_planning_checklist__ol_dfk_xps_kdc"> <li>Claim a new phone number for testing and production.</li> <li>Forward traffic to that number from your original production phone number until testing is complete.</li> <li>Port the original production phone number from your previous telephony provider to your new one. </li> </ol> </div> <p style="margin-bottom:0;">If your contact center will use partner telephony, ask your telephony provider about number porting requirements.</p> </td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <em>Amazon Help:</em> <a href="https://docs.aws.amazon.com/connect/latest/adminguide/port-phone-number.html" target="_blank">Port Your Current Phone Number</a> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 5: </strong><strong>Design your environment and testing strategy.</strong> Decide how many sandbox orgs you need. If your contact center will use Amazon Connect telephony, decide how many Amazon Connect test instances you need. Then, develop a plan to migrate data between production and test environments.</td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.voice_sandbox.htm&release=264.0.0&type=5" title="You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data.">Try Salesforce Voice in Your Sandbox</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.voice_test_implementation.htm&release=264.0.0&type=5" title="After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls.">Test Calls in your Contact Center</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "><strong>Step 6: </strong><strong>Review networking requirements and our network preparation recommendations.</strong> If your contact center will use Amazon Connect telephony, review AWS’s networking guidance to avoid blocking important network ports. If your contact center will use partner telephony, check with your telephony provider about their networking requirements.</td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5" title="To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).">Prepare Your Network for Salesforce Voice</a></p> <p style="margin-bottom:0;"> <em>Amazon Help:</em> <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Set Up Your Network</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e77 "> <p><strong>Step 7: </strong><strong>Plan your routing requirements.</strong> Your IVR determines how customers navigate your phone support and get routed to your support team. Consider:</p> <ul> <li>Your current routing logic</li> <li>How you’d like to improve it using Amazon Connect routing profiles and queues, or equivalent features from your telephony provider</li> <li>Available pre-built solutions</li> </ul> <p style="margin-bottom:0;">We recommend starting simple by using the contact flows provided by Salesforce. These contact flows demonstrate good IVR practices. You can then build them out to move toward your ideal IVR, testing each change that you make. If you’re using a partner telephony provider, refer to your vendor’s documentation for help setting up your IVR.</p> </td> <td data-label="Where to Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d139141e80 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm" target="_blank">Using Salesforce Voice Contact Flows</a> </td> </tr> </tbody> </table> After you complete these planning steps, it’s time to start your setup. <!-- document id=06bd37c4609f98807adceffca54338aa3f80783911844d84919995214ad113e5 url=/admin/current/en-us/service/264-0-0/voice_connect_customer_overview.md --> # Salesforce Voice with Amazon Connect Customer Amazon Connect Customer is an Amazon Web Services (AWS) offering that brings AI capabilities to your Salesforce Voice with Amazon Connect experience. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Amazon Connect Customer is available as a paid, usage-based add-on that is billed at 2.1× the standard base rate of your Salesforce platform minutes. Enabling the feature increases the consumption rate of Salesforce platform minutes accordingly. For more information, see the Frequently Asked Questions About Salesforce Voice with Amazon Connect Customer section. Previously known as Unlimited AI, Connect Customer consists of additional AI features that are available in your contact center. By default, Salesforce Voice with Amazon Connect includes the Amazon Connect Customer Basic functionality. To access additional AI features, you can manually enable Connect Customer. - **[Turn On Amazon Connect Customer from the AWS Console](https://help.salesforce.com/s/articleView?id=service.voice_connect_customer_overview.htm&release=264.0.0&type=5)** Use the AWS console to turn on Amazon Connect Customer and access Amazon's AI features in your contact center. - **[Turn on Amazon Connect Customer Using the AWS CLI](https://help.salesforce.com/s/articleView?id=service.voice_connect_customer_overview.htm&release=264.0.0&type=5)** Use the AWS CLI to turn on Amazon Connect Customer and access Amazon's AI features in your contact center. - **[Frequently Asked Questions About Salesforce Voice with Amazon Connect Customer](https://help.salesforce.com/s/articleView?id=service.voice_connect_customer_overview.htm&release=264.0.0&type=5)** To learn more about Amazon Connect Customer and its billing impact, see these frequently asked questions. ## Turn On Amazon Connect Customer from the AWS Console Use the AWS console to turn on Amazon Connect Customer and access Amazon's AI features in your contact center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d87431e137">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87431e137 ">To turn on Amazon Connect Customer:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87431e137 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Enabling Connect Customer increases the consumption rate of Salesforce platform minutes. For billing details, see the Frequently Asked Questions About Salesforce Voice with Amazon Connect Customer section. 1. Log in to the AWS console. 2. Change the region to the one where you created your contact center. 3. In the **Search** bar, enter and select **Amazon Connect Customer**. 4. On the resulting page, select your contact center instance from the list. 5. In the navigation panel, click **Customer**. 6. Review your Amazon Connect model in the **Confirm Amazon Connect** section. If the section displays **Amazon Connect Customer Basic**, Connect Customer is disabled. 7. Click **Change** to enable Amazon Connect Customer. The label switches to **Amazon Connect Customer** to confirm the change. ![Enable Connect Customer in AWS Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_connect_customer1.png) ## Turn on Amazon Connect Customer Using the AWS CLI Use the AWS CLI to turn on Amazon Connect Customer and access Amazon's AI features in your contact center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d87431e275">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87431e275 ">To turn on Amazon Connect Customer:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87431e275 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Before You Begin: - Check that AWS CLI is installed and configured with the appropriate permissions. - Have your Amazon Connect instance ID ready. - Know the AWS region where your instance is located, for example, us-east-1. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Enabling Connect Customer increases the consumption rate of Salesforce platform minutes. For billing details, see the Frequently Asked Questions About Salesforce Voice with Amazon Connect Customer section. 1. Run this command to check the current model of your contact center instance. ``` aws connect describe-instance-attribute \ --instance-id <instance-id> \ --attribute-type "MAX_PACKAGE" \ --region <region> ``` - If the value is `true`, Connect Customer is enabled. - If value is `false`, your instance uses Amazon Connect Customer Basic, the standard consumption-based model. 2. Run this command to change your instance model. ``` aws connect update-instance-attribute \ --instance-id <instance-id> \ --attribute-type "MAX_PACKAGE" \ --value true \ --region <region> ``` Set the value to `true` to enable Connect Customer, or `false` to disable it. 3. Run the command from step 1 again to verify the change in the AWS environment. ## Frequently Asked Questions About Salesforce Voice with Amazon Connect Customer To learn more about Amazon Connect Customer and its billing impact, see these frequently asked questions. ### What is Amazon Connect Customer? Amazon Connect Customer (previously known as Unlimited AI) is an AWS feature set that provides additional AI capabilities for your contact center. Previously, Amazon had enabled these capabilities across all customer instances without prior notice. To prevent unexpected Salesforce platform minutes, we're proactively disabling Connect Customer across all accounts starting Winter '27. Connect Customer is now an opt-in service that you can turn on at an additional cost. ### Is Amazon Connect Customer a Salesforce or AWS feature? Amazon Connect Customer is an AWS feature that is compatible with Salesforce Contact Center. ### Is Amazon Connect Customer included with Salesforce Voice with Amazon Connect? No. By default, Salesforce Voice with Amazon Connect includes Amazon Connect Customer Basic, the standard consumption-based model. ### How much does Amazon Connect Customer cost? Amazon Connect Customer is available as a paid, usage-based add-on, billed at 2.1× the standard base rate. Usage charges are included in your Salesforce telephony bill. For every minute of platform usage with Connect Customer turned on, you are charged 2.1 times your normal per-minute rate. ### How is usage calculated when Connect Customer is turned on? Your total platform minutes are calculated using this formula: Total Platform Minutes = Standard Minutes + (AI Minutes × 2.1) For example, if you use 300 minutes in a month with Connect Customer turned on the entire time, you consume 630 platform minutes (300 × 2.1 = 630). If you turn Connect Customer on and off during the month, only the minutes from the period it is turned on are multiplied by 2.1. Here's an example. - Standard contact center minutes (Connect Customer turned off for the first 10 days): 100 minutes - AI contact center minutes (Connect Customer turned on for the last 20 days): 200 minutes - Calculation: 100 + (200 × 2.1) = 100 + 420 = 520 platform minutes - You consume 520 Salesforce platform minutes total, even though only 300 actual minutes were used. ### Do all my calls automatically use AI features once I enable Amazon Connect Customer? Once enabled, AWS classifies all activity within the instance as AI-type usage. Salesforce applies the consumption multiplier to all platform minutes used while the feature is active. ### Can I enable or disable Amazon Connect Customer at any time? Yes, you can turn it on or off at any time. Your monthly consumption considers the accelerated rate for the period that was turned on and the standard rate for the period it was turned off. As a best practice, we recommend that you don't frequently turn this feature on and off. ### Can the accelerated rate change? The current consumption multiplier of 2.1x can be changed to reflect improvements or service enhancements. Customers will be notified in advance of any rate changes. #### See Also - [_Amazon Documentation:_ Connect Customer Overview](https://docs.aws.amazon.com/connect/latest/adminguide/enable-nextgeneration-amazonconnect.html) <!-- document id=3e4a421442901e2f5e3d027177fb7901c95f7ec34aa8d9561f299961ba0f2b61 url=/admin/current/en-us/service/264-0-0/voice_learning_map.md --> # Salesforce Voice with Telephony Providers Learning Map The learning map helps orient you at any stage of your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) journey. It provides learning resources, a list of high-level tasks for admins, and a feature summary for contact center reps and supervisors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Check out and bookmark the [Salesforce Voice with Telephony Providers Learning Map](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&release=264.0.0&type=5 "Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider."). <!-- document id=b5b57de71af7f069e6453a3f1901f3ed034f5c35388b9d706dba0791d91e03c0 url=/admin/current/en-us/service/264-0-0/hr_svc_salesforce_sapsf_integ.md --> # Salesforce-SAP SuccessFactors Integration Keep your employee data accurate and in sync between Salesforce and SAP SuccessFactors. With this integration, you can import employee records, including contact details and manager relationships, and automatically update profiles based on employment status changes. This integration ensures a single, consistent view of your workforce data, streamlining HR and service processes. All employee records are saved in Salesforce, with contact information in Person Accounts and employee details in the Employee object. ### Required Editions The developer name of the Employee object is `Employee2`. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you enable Salesforce-SAP SuccessFactors integration, you must: - [Enable access to MuleSoft Direct integrations](https://help.salesforce.com/s/articleView?id=ind.access_integrations.htm&type=5&language=en_US). - [Enable person account](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US). Then, on the Person Accounts page, turn on Reports To field on Person Account. - [Configure a connected app for the OAuth 2.0 client credentials flow](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_client_credentials_setup.htm&type=5&language=en_US). - **[Import Employees from SAP SuccessFactors](https://help.salesforce.com/s/articleView?id=service.hr_svc_import_emp_from_sapsf.htm&release=264.0.0&type=5)** To import employee details from SAP SuccessFactors to Salesforce, enable the integration feature to establish a connection between the two platforms. - **[Sync Employee Profile by Status with SAP SuccessFactors](https://help.salesforce.com/s/articleView?id=service.hr_svc_sync_sapsf_prfl_status.htm&release=264.0.0&type=5)** Enable the Employee Data Import integration app in your Salesforce org to sync comprehensive employee profiles between SAP SuccessFactors and Salesforce. As part of this sync, you can link SAP SuccessFactors employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The app also updates other employee details from SAP SuccessFactors, such as end date, reporting manager, and address changes in their Salesforce profiles. <!-- document id=66634e71b377c354c735cee17ed848fcb6fbc65ffc4d9c9fee3018edc91253d6 url=/admin/current/en-us/service/264-0-0/es_salesforce_workday_integration.md --> # Salesforce-Workday Integration Integrate Salesforce with Workday to import employee data such as employee name, contact details, associated location, organization, and the reporting manager directly from Workday into Salesforce. Provision users by turning on the autocreate settings. All the employee records imported from Workday are saved in Salesforce, with contact information saved in Person Account and employee details saved in the Employee object. The locations and organizations from Workday are saved in the Locations and Internal Organization Units objects in Salesforce. The reporting manager information for an employee is saved in the Reports To field on the employee's Person Account. ### Required Editions The developer name of the Employee object is `Employee2`. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you enable Salesforce-Workday integration, you must: - [Enable access to MuleSoft Direct integrations](https://help.salesforce.com/s/articleView?id=ind.access_integrations.htm&type=5&language=en_US). - [Enable person account](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US). Then, on the Person Accounts page, turn on Reports To field on Person Account. - [Configure a connected app for the OAuth 2.0 client credentials flow](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_client_credentials_setup.htm&type=5&language=en_US). - **[Import Employees from Workday](https://help.salesforce.com/s/articleView?id=service.es_import_employee_from_workday.htm&release=264.0.0&type=5)** To import employee details from Workday to Salesforce, enable the integration feature to establish a connection between the two platforms. - **[View Employee Records Imported from Workday](https://help.salesforce.com/s/articleView?id=service.es_view_imported_employee_records.htm&release=264.0.0&type=5)** View the details of the employees, including their contact information and reporting manager, in Salesforce after you import them from Workday. - **[Enable Expense Management App for Employees](https://help.salesforce.com/s/articleView?id=service.es_enable_expense_management.htm&release=264.0.0&type=5)** To help your employees submit expense reports directly in Employee Portal by using the service process or Agentforce, enable the Workday Expense Management MuleSoft integration app in the org. - **[Enable Leave Management for Employees](https://help.salesforce.com/s/articleView?id=service.es_enable_leave_management.htm&release=264.0.0&type=5)** To help your employees submit leave requests and track leave balances directly in Employee Portal by using Agentforce or the service processes, enable the Absence Manager integration app in the org. - **[Enable Payment Allocation Process for Employees](https://help.salesforce.com/s/articleView?id=service.es_enable_direct_deposit_payment_allocation.htm&release=264.0.0&type=5)** Your employees can use the service process or Agentforce in Employee Portal to create and manage multiple direct deposit accounts, and split their salary between the accounts. - **[Enable Profile Management for Employees](https://help.salesforce.com/s/articleView?id=service.es_enable_workday_profile_management.htm&release=264.0.0&type=5)** To help employees update their profile details, such as name and contact information directly from Employee Portal by using the Agentforce or service process, enable the Employee Profile Update integration app in the org. The changes automatically syncs with Workday. - **[Provision Users with Required Profiles and Auto-Create User Records](https://help.salesforce.com/s/articleView?id=service.es_provision_users_and_auto_create_user_records.htm&release=264.0.0&type=5)** Bulk provision all imported employees by assigning them the required profiles and permissions. After you complete the initial provisioning process, automatically create user records for new employee entries in Salesforce without rerunning the provisioning. - **[Sync Employee Profile by Status](https://help.salesforce.com/s/articleView?id=service.es_sync_workday_profile_status.htm&release=264.0.0&type=5)** Enable the Employment Status Data Import app in your Salesforce org to sync the employee profile between Workday and Salesforce by employee status. Link Workday employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The Employment Status Data Import app also updates other employee details from Workday, such as end date, reporting manager, and address changes, in their Salesforce profiles. <!-- document id=c96043907c05f0e3e330eecfc117772a06ec9e198fedd815a08f157026589ae5 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_same_site.md --> # Same Site Service Objective Use the Field Service Same Site objective to make sure a minimal number of mobile workers visit the same location by scheduling service appointments located at the same site together. For example, scheduling appointments for the same location with the same service resource can save time and effort and can eliminate the need for multiple trips. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This objective is supported only when you’re using Enhanced Scheduling and Optimization. Relevance groups isn’t supported for this objective. The Same Site objective prefers scheduling service appointments with the same location consecutively in the same shift to the same resource. Maximize productivity and reduce travel time by defining exactly how service appointments are grouped at a single location: either within a close vicinity of up to one second of travel time (default), or by identical latitude and longitude coordinates. For complex sites such as campuses or farms, where multiple appointments exist without traditional connecting roads, select **Use Exact Location**. For example, with exact location matching, you can make sure your mobile worker first completes all service appointments in building A within a campus, before moving on to building B nearby. In Setup, add the Use Exact Location field to your Same Site service objective page layout and confirm that this page layout is assigned to the Same Site record type. To strictly enforce grouping service appointments, use [Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&type=5&language=en_US). This functionality combines appointments into one entity so that they’re always scheduled with the same service resource in one trip. However, in some scenarios you can prefer not to schedule appointments at the same location together at the same time. For example, if one of the appointments has a preference for a specific service resource but the same service resource isn’t skilled for the other appointments. In this case, implementing a Same Site objective as a scheduling preference balanced with other objectives is a better option. The scheduling engine can schedule all jobs at the same location together while preventing any appointment that requires a separate service resource from being scheduled at the same time. The Appointment Bundler is a more rigid tool that groups appointments at the same location for scheduling together, whereas the Same Site objective is more flexible. Each solution has its benefits. ## When You’re Using Enhanced Scheduling and Optimization The Same Site objective in a policy penalizes service appointments that aren’t scheduled together at the same location, if multiple appointments are at the same longitude and latitude, or within close proximity of up to one second travel. The penalty is determined by the ratio of the same-site appointments not scheduled together versus the total number of same-site appointments in the request that can be scheduled together. To calculate the resulting score for the schedule of an appointment, this ratio is then multiplied by the weight of the Same Site objective in the scheduling policy, and then multiplied again by 100 to amplify the bonus of scheduling same-site appointments together. ## When You’re Not Using Enhanced Scheduling and Optimization This service objective isn’t supported. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) - [Set Up Field Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling.htm&type=5&language=en_US) <!-- document id=0d54f2695e2995529dd6bd018d67094120f2514032f183abf4b909ca30e5a98e url=/admin/current/en-us/service/264-0-0/it_srvcs_same_org_implementation.md --> # Same-Org Implementation of Agentforce IT Service Run Agentforce IT Service with other supported clouds in one Salesforce org for a consolidated operational view. Review technical requirements, limitations, and workarounds, configure sharing and persona controls, and validate data isolation and compliance across domains. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Same-org implementation of Agentforce IT Service is supported only with Sales Cloud and Service Cloud. Other clouds, such as Financial Services Cloud and Health Cloud, aren't supported. ## Scenarios and challenges Consolidating multiple business domains into one Salesforce org presents unique challenges, primarily regarding the protection of sensitive employee data from unauthorized users. Here are the key challenges implementers typically face. - **Overlapping data:** Multiple departments use shared objects such as Cases, Accounts, and Incidents, which can lead to data leaks if not properly isolated. - **Administrative overexposure:** System administrators typically have access to all data, making it difficult to hide sensitive fields that display employee information such as compensation or wellness data. - **User experience fragmentation:** Employees are modeled as person accounts for IT Service implementations, but enabling features such as Person Accounts can clutter the user experience for business users in other domains in the same org, who don't need to see employee records in their standard views. - **Regulatory compliance:** Maintaining General Data Protection Regulation (GDPR) and Health Insurance Portability and Accountability Act (HIPAA) compliance is more complex in a shared environment where employee and customer data coexist. ## Shared objects Review some of the key objects that IT Service shares with other clouds and that require additional governance. For objects such as Incident, Case, Employee, and Account, we recommend you create separate page layouts, record types, queues, and assignment rules so that the service desk can correctly resolve tickets. ## Admin tasks to address data sharing issues Move away from open sharing models to a private architecture to secure the environment. Here are a few best practices. - **Establish private data access:** Set organization-wide defaults (OWD) for shared objects such as Case, Incident, Account, and Contact to Private to ensure users see only records they own or that are explicitly shared with them. For details on managing these levels, see [Set Your Internal Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.admin_sharing.htm&type=5&language=en_US). - **Run tests for automations:** Transitioning to a Private sharing model requires exhaustive testing of all existing Apex, flows, and work orders to ensure that existing automations don't break because of new record access restrictions. For best practices on testing, see [Apex Quick Start](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_qs_HelloWorld.htm). - **Organize user groups:** Create distinct public groups for IT users and users in other domains to facilitate precise record sharing through criteria-based rules. To learn how to manage these groups, see [Create and Edit Public Groups](https://help.salesforce.com/s/articleView?id=platform.creating_and_editing_groups.htm&language=en_US&type=5). - **Implement criteria-based sharing:** Use record types as criteria in sharing rules to control visibility, such as sharing Business Account records with users in other domains and Employee records with IT Service. For setup instructions, see [Create Record Types](https://help.salesforce.com/s/articleView?id=platform.creating_record_types.htm&type=5&language=en_US) and [Sharing Rule Types](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rule_types.htm&type=5&language=en_US). - **Segregate knowledge content:** If you use Knowledge, enable Lightning Knowledge and use Data Categories to ensure IT Service articles aren't visible to AI agents and representatives in other domains. For help with categorization, see [Add Data Categories to Category Groups](https://help.salesforce.com/s/articleView?id=service.category_create.htm&language=en_US&type=5). Without proper grounding in Knowledge Data Categories, AI agents can accidentally trigger a flow for another domain in response to an IT Service question. To mitigate this, enable Knowledge Data Categories and configure specific agent data-grounding filters. For instructions, see [Ground with Knowledge](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&type=5&language=en_US). - **Configure specialized routing:** If you use Omni-Channel, set up unique queues and Omni-Channel routing configurations for each department to ensure specialized tickets reach the right representatives. Where customer-service and IT ticket routing coexist, set up separate case-based routing for B2B representatives and incident-based routing for IT representatives. For details on routing, see [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work.htm&type=5&language=en_US) and [Set Up Omni-Channel Routing for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&language=en_US&type=5). - **Restrict data residency:** Sensitive employee data in regions such as EMEA can have stricter residency requirements than general customer data. Organizations must evaluate whether strict regional isolation necessitates a separate instance despite the single-org strategy. For details, see [Hyperforce Data Residency](https://help.salesforce.com/s/articleView?id=000795008&type=1&language=en_US). - **Use role hierarchy:** Optionally, ensure IT managers can see only cases from their direct reportees by enabling Grant Access Using Hierarchies on the Case object. For more information, see [Controlling Access Using the Role Hierarchy](https://help.salesforce.com/s/articleView?id=platform.security_controlling_access_using_hierarchies.htm&type=5&language=en_US). ## Admin tasks to address user experience challenges Optimize the service desk representatives' experience through profile-based layouts and filtered views to ensure they remain focused on their specific domain. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Requesters must be licensed as Unified Employee License (UEL) users. UEL is the standard Requester license for IT Service Management (ITSM) orgs. Other clouds can license Requesters differently — for example, as Customer Community Plus (CCP) or another license type. - **Filter list views for clarity:** Review and update your filtered list views to ensure only records relevant to specific groups are displayed. For example, to prevent B2B representatives from viewing employee person accounts, create filtered list views for Contacts and Accounts with conditions such as `Is Person Account = false`. For details on setting up these filters, see [Edit List View Filters in Lightning Experience](https://help.salesforce.com/s/articleView?id=xcloud.customviews_edit_filters_lex.htm&type=5&language=en_US). - **Sanitize search results:** For each user profile, create search layouts for standard and custom objects such as Case or Account, ensuring the layout shows users what's most relevant to them. Customize search layouts to remove sensitive fields such as annual compensation or personal email from search previews. For instructions on layout customization, see [Customize Search Layouts](https://help.salesforce.com/s/articleView?id=ai.customizing_search_layouts.htm&language=en_US&type=5). - **Create record types and page layouts:** For shared objects such as Case, Incident, Account, and Contact, create separate record types and associate page layouts to control field visibility for separate user profiles. For more information, see [Create Record Types](https://help.salesforce.com/s/articleView?id=platform.creating_record_types.htm&type=5&language=en_US) and [Assign Page Layouts to Profiles or Record Types](https://help.salesforce.com/s/articleView?id=platform.layouts_assigning.htm&type=5&language=en_US). - **Create object-specific quick actions:** The UEL profile lacks default access to the Case object. Create a custom permission set with access to the Case object and manually assign it to your employee users. Then, create custom quick actions such as Log IT Incident and Log IT Service Request, and associate them with specific record types for tickets to allow employee users to log different ticket types from the same portal. To learn how to create these actions, see [Create Object-Specific Quick Actions](https://help.salesforce.com/s/articleView?id=platform.creating_object_specific_actions.htm&language=en_US&type=5). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This workaround isn't required for Customer Community Plus (CCP) users who have native Case access. - **Clone the ITSM Portal UEL User permissions:** Clone the permission set to create a custom permission set, then manually assign it to your employee users. This gives them complete access to the Employee Services Portal and its capabilities. To learn about the ITSM Portal UEL User permissions, see [Create IT Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&type=5&language=en_US). - **Devise specialized custom profiles and public groups:** Unified Employee License (UEL) or Platform User License (PUL) users who are requester-only — meaning they use only the Employee Services Portal to submit IT tickets — are indistinguishable from other internal PUL users who have broader platform access. Create specialized custom [profiles](https://help.salesforce.com/s/articleView?id=platform.admin_userprofiles.htm&type=5&language=en_US) and [public groups](https://help.salesforce.com/s/articleView?id=platform.creating_and_editing_groups.htm&type=5&language=en_US) to effectively segregate requester-only PUL users from other truly internal or standard PUL users. ## Scenarios that work better with strict data isolation Maintaining separate Salesforce orgs for customer and employee data is recommended when the implementation involves highly sensitive use cases or complex regulatory requirements. Separation is specifically advised in these scenarios. - **Sensitive employee relations and health data:** Managing confidential employee records—including disciplinary actions, legal disputes, and medical information such as leave of absence or Family and Medical Leave requests — requires isolation to prevent unauthorized visibility, as administrative access can't be technically restricted at the field level. - **Compensation and career management:** Internal processes for payroll, performance reviews, and promotions involve sensitive financial data that should remain logically and physically separate from other business operations to ensure privacy and avoid conflicts of interest. - **Regional compliance and data residency:** Organizations operating across multiple jurisdictions must often separate employee data to satisfy local privacy laws such as GDPR and specific data-residency mandates that can differ from standard customer-data requirements. ## Limitations for same-org implementation While the single-org strategy is critical for unified operations, certain technical gaps require careful administrative oversight. - Salesforce system administrators can't be restricted from viewing sensitive employee fields because the standard System Administrator profile includes View All access on all objects and fields. We recommend that you clone the standard profile and modify the access based on your requirements. For instructions, see [Clone Profiles](https://help.salesforce.com/s/articleView?id=platform.users_profiles_cloning.htm&language=en_US&type=5). - While supervisors can manually use [Sort and Filter in Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_sort_filter.htm&language=en_US&type=5) to refine their view, they can't automatically filter dashboards by specific Service Channels, so IT managers or team leaders can see Service Cloud data. - Employees who are also service representatives require two separate credentials to properly isolate their professional actions from their personal employee records. For guidance on managing multiple logins, see [Switch Between Your Salesforce Org and Your Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=experience.networks_navigate.htm&type=5&language=en_US). - Due to Customer Signals Intelligence (CSI) native filtering capabilities, the system automatically pulls all case types into the dashboard at load time. You can't restrict or prefilter specific case types during the initial load. Clone the preconfigured dashboard to create a new editable asset that filters based on case type. Customizations require a Tableau Next Creator license and the Tableau Next Admin permission set. For more information on configuring dashboards, see [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?language=en_US&id=service.concept_cxi.htm&type=5). - UEL/PUL users set up as Employees can't be upgraded to a Salesforce (Standard CRM) user license while an Employee record is associated with them. To work around this, create a new user for the fulfiller role with a custom field on the Employee record that references the new user, or remove the Employee record link before upgrading the license. For more information on employee user setup, see [Create IT Employee Users for Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&type=5&language=en_US). - There is currently no way to systematically distinguish between IT Case fulfillers and employees submitting IT Service cases (Requesters) when both hold Salesforce (Standard CRM) user licenses. This makes it difficult to apply differential access controls or routing logic based on persona when the license type is identical. To mitigate this, create specialized custom [profiles](https://help.salesforce.com/s/articleView?id=platform.admin_userprofiles.htm&type=5&language=en_US) and [public groups](https://help.salesforce.com/s/articleView?id=platform.creating_and_editing_groups.htm&type=5&language=en_US) to segregate requester-only users from standard internal users. ## Data isolation and governance validation After you complete the setup above, use these checks for user acceptance testing (UAT). - Confirm representatives in one department can't see records owned by another department's queue. - Confirm record owner changes don't inadvertently expose records across departments. - Test the role hierarchy to confirm managers see only their reportees' records. Enable or disable Grant Access Using Hierarchies per object as intended. - Retest existing automations, including Apex, flows, and work orders, after the OWD change to Private. - Confirm record type selection works correctly when users create records, especially for UEL users who use quick actions. - Confirm the App Launcher and navigation are limited per profile so that representatives land in the correct console. - Ask an IT question and questions relevant to the other domains in your org. Confirm that Agentforce or the chatbot, when grounded to the appropriate Data Category, doesn't surface an article from other domains. - Confirm Omni-Channel routes tickets to the correct queue based on record type or entry point. - Test cross-assignment to confirm rerouting a ticket transfers access to the receiving representative and removes it from the original queue. - Confirm the System Administrator profile is cloned and scoped so that sensitive employee fields are hidden from unauthorized administrators. - Review permission sets and confirm that non-admin profiles don't have View All or Modify All on shared objects. - Evaluate restriction rules for sensitive fields. Restriction rules require Platform Encryption. - Confirm who can see Setup Audit Trail entries across departments. ## Persona and access validation Confirm that each persona sees only the records and capabilities for their domain. - **Persona access:** - Incident fulfillers can see and edit only IT Incidents, not Incidents from other domains. - Problem, Change, and Release fulfillers and managers access only IT records. - IT desk managers see only Cases and Incidents from their direct reportees through the role hierarchy. - IT administrators can't see Cases from other domains. - Employees see only their reported Incidents, Cases, and Service Requests. - **Employee portal:** - A UEL user can log an IT Incident from the Employee Services Portal. - A UEL user sees only their own submitted tickets on the portal. - Custom quick actions, such as Log IT Incident and Log IT Service Request, preselect the correct record type. - The CCP user portal experience is tested separately if you use CCP licenses for employees. - **Configuration Management Database (CMDB) and assets:** - CMDB configuration items are visible only to IT personas, not users in other domains. - Discovery results don't surface in non-IT consoles. - **IT service desk:** - IT Service Agent actions, including summarization, resolution, and creation from email, work in the shared org. - The agent doesn't surface knowledge from other domains when resolving IT Incidents. - Proactive Assistance, if enabled, is scoped to the IT domain only. - **Slack and Teams:** - Swarming and incident channels are created correctly for IT Incidents. - Employee users can interact with the IT Service agent without seeing content from other domains. - Employee users have access to standard IT Service capabilities, such as Service Catalog and incident submission. - **Agent workspace (where Service Cloud is used):** - Service Cloud representatives see only customer-typed Cases, not IT Cases. - The Service Cloud console doesn't display Person Account records that represent employees. - The Customer Account page layout hides IT-specific fields and related lists. - Entitlements and Milestones are scoped to Service Cloud contracts only, not IT service plans. - **Incident management validation (where Service Cloud incident management is used):** For more information about how Service Cloud uses incidents to manage major service disruptions, see [Resolve Interruptions with Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt.htm&type=5&language=en_US). - If your Service Cloud implementation uses Incidents, confirm that Service Cloud Incidents use a separate record type from IT Incidents. - Broadcast alerts are triggered only for Service Cloud Incidents or IT Incidents as intended. - Test the Customer Signals Intelligence (CSI) dashboard and confirm it doesn't pull IT case types when the dashboard loads. If it does, document the known limitation and workaround. - **Customer portal (where an external customer portal is used):** - The external customer portal doesn't expose internal employee records or cases. - CCP users for customers and CCP users for employees are distinguishable and routed differently. - Self-service knowledge surfaces only articles for the intended domain. - **Analytics and reporting:** - Each domain's dashboards and reports are filtered to that domain's record types only. - Report folders are restricted by sharing so that IT reports aren't visible to managers in other domains. ## Cross-cloud scenarios These scenarios validate the boundaries between clouds. Test each combination you've implemented. | Scenario | Validate | | --- | --- | | Employee logs an IT Incident, then an IT Service Request, from the same portal | Both route correctly; the employee sees both in My Requests | | A business user searches for a customer who is also an employee | Only customer-facing data appears; employee fields are hidden | | IT Incident triggers a major incident broadcast | Only IT subscribers are notified; broadcast rules for other domains aren't triggered. | | Manager in the role hierarchy spans two departments | Sees only reportees' records from the department they manage | | Report scheduled across record types | Confirm Private OWD prevents cross-department data in scheduled report delivery | | Agentforce is asked an ambiguous question (IT or another domain) | Routes to the correct domain based on portal context and data category grounding | <!-- document id=2017266acb7d087654af47efa2821134b84ae6312ae9d850b6188c86c4d0754c url=/admin/current/en-us/service/264-0-0/cti_admin_cctemplatesample.md --> # Sample Call Center Definition File A XML code example of a call center definition file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). For more information on the XML format of a call center definition file, see [Creating a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics."). `<!-- All sections and items whose name value begins with "req" are required in a valid call center definition file. The sortOrder and label attributes can be changed for all required sections and items except reqGeneralInfo, reqInternalName, and reqDisplayName, in which only the label attribute can be altered. Note that the value for the reqInternalName item is limited to 40 alphanumeric characters and must start with an alphabetic character. reqInternalName must be unique for all call centers that you define. --> <callCenter> <section sortOrder="0" name="reqGeneralInfo" label="General Info"> <item sortOrder="0" name="reqInternalName" label="Internal Name">callCenter001</item> <item sortOrder="1" name="reqDisplayName" label="Display Name">My Call Center</item> <item sortOrder="2" name="reqDescription" label="Description">Located in San Francisco, CA</item> <item sortOrder="3" name="reqProgId" label="CTI Connector ProgId">MyAdapter.MyAdapter.1</item> <item sortOrder="4" name="reqVersion" label="Version">4.0</item> <item sortOrder="5" name="reqAdapterUrl" label="CTI Adapter URL">http://localhost:11000</item> </section> <section sortOrder="1" name="ServerInfo" label="CTI Server Info"> <item sortOrder="0" name="HostA" label="Host A">Host A</item> <item sortOrder="1" name="PortA" label="Port A">Port A</item> <item sortOrder="2" name="HostB" label="Host B">Host B</item> <item sortOrder="3" name="PortB" label="Port B">Port B</item> <item sortOrder="4" name="PeripheralID" label="Peripheral ID">1000</item> </section> <section sortOrder="2" name="DialingOptions" label="Dialing Options"> <item sortOrder="0" name="OutsidePrefix" label="Outside Prefix">1</item> <item sortOrder="1" name="LongDistPrefix" label="Long Distance Prefix">9</item> <item sortOrder="2" name="InternationalPrefix" label="International Prefix">01</item> </section> </callCenter>` #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Create a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one <section> that includes <item> elements in every call center definition file.") - [Specifying Values for <item> Elements](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccvalue.htm&release=264.0.0&type=5 "With the exception of the reqInternalName <item>, whose value must always be specified in a call center definition file, you can specify <item> values either in the call center definition file or in Salesforce once the definition file has been imported.") <!-- document id=ff881cd077936f6299aaac78774c049283e1e66239df38cab3e7753e11dd258d url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_payment_apex_snippets.md --> # Sample Code Snippets for Apex Classes Use these Apex classes to define the parameters required for WhatsApp Pay integration. Classes without country suffixes are common across all WhatsApp Pay integrations. Here are the sample Apex classes that you configure. - [Payment Total](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) - [Payment Line Items](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) - [Order Context](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) - [Payment Handler - India](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) - [Payment Initiations - India](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) - [Payment Initiations - Brazil](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5) ## Payment Total This class calculates and provides the total amount that the customer pays. It represents the final transaction cost after the system applies all calculations. For more information, see [PaymentLineItem Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_class_RichMessaging_PaymentLineItem.htm). ![Payment Total](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Payment Total ``` public with sharing class GetPaymentTotal { @InvocableMethod public static List<Outputs> getPaymentTotal() { Double amount = 0.25; List<Outputs> result = new List<Outputs>(); RichMessaging.PaymentLineItem total = new RichMessaging.PaymentLineItem('total amount', amount); total.amountValue = 1.5; Outputs o1 = new Outputs(); o1.paymentLineItem = total; result.add(o1); return result; } public class Outputs { @InvocableVariable public RichMessaging.PaymentLineItem paymentLineItem; } } ``` ## Payment Line Items This class generates an itemized receipt for the customer. It lists the individual products or services, such as a pizza or pasta, and their prices so the buyer can review their cart directly within the WhatsApp chat. For more information, see [PaymentLineItem Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_class_RichMessaging_PaymentLineItem.htm). ![Payment Line Items](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Payment Line Items ``` public with sharing class GetPaymentLineItems { @InvocableMethod public static List<List<RichMessaging.PaymentLineItem>> getLineItems() { Double amount = 0.25; Double amount1 = 1.25; List<List<RichMessaging.PaymentLineItem>> result = new List<List<RichMessaging.PaymentLineItem>>(); RichMessaging.PaymentLineItem pizza = new RichMessaging.PaymentLineItem('pizza', amount); RichMessaging.PaymentLineItem pasta = new RichMessaging.PaymentLineItem('pasta', amount1); pizza.statusValue = RichMessaging.PaymentItemStatus.FinalCost; pasta.statusValue = RichMessaging.PaymentItemStatus.FinalCost; RichMessaging.OrderItemCommerceAttributes commerceAttrs = new RichMessaging.OrderItemCommerceAttributes(); commerceAttrs.retailerIdValue = 'retailed_id'; commerceAttrs.categoryValue = RichMessaging.OrderItemCategory.Product; pizza.commerceValue = commerceAttrs; pasta.commerceValue = commerceAttrs; List<RichMessaging.PaymentLineItem> options = new List<RichMessaging.PaymentLineItem>{ pizza, pasta }; result.add(options); return result; } } ``` ## Order Context This class defines the background details and logistics of the order. It acts as the “terms and conditions” and “shipping label,” and provides necessary metadata such as billing and shipping addresses, the payment link's expiration time, and the type of goods being sold. For more information, see [OrderContext Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_class_RichMessaging_OrderContext.htm). ![Order Context](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Order Context ``` public with sharing class GetOrderContext { @InvocableMethod public static List<OrderContextOutputs> getOrderContext() { RichMessaging.OrderContext orderContext = new RichMessaging.OrderContext(); RichMessaging.OrderExpiration orderExpiration = new RichMessaging.OrderExpiration(); orderExpiration.description = 'Expiration Description'; orderExpiration.timestamp = 2342534536L; orderContext.expiration = orderExpiration; orderContext.catalogId = 'CAT-001'; orderContext.typeValue = RichMessaging.OrderType.DigitalGoods; orderContext.checkoutBehaviorValue = RichMessaging.PaymentCheckoutBehavior.QuickPay; orderContext.referenceId = 'REF-001'; List<RichMessaging.OrderBeneficiary> beneficiaries = new List<RichMessaging.OrderBeneficiary>(); RichMessaging.OrderBeneficiary beneficiaryA = new RichMessaging.OrderBeneficiary(); beneficiaryA.name = 'beneficiary Name A'; beneficiaryA.phone = 'beneficiary Phone A'; List<String> addressLinesA = new List<String>(); addressLinesA.add('Addresss Line 1'); addressLinesA.add('Addresss Line 2'); RichMessaging.Address addressA = new RichMessaging.Address(); addressA.addressLines = addressLinesA; addressA.subLocality = 'subLocality A'; addressA.locality = 'locality A'; addressA.postalCode = '111111'; addressA.subAdministrativeArea = 'subAdministrativeArea A'; addressA.administrativeArea = 'administrativeArea A'; addressA.country = 'India'; addressA.countryCode = 'IN'; beneficiaryA.address = addressA; RichMessaging.OrderBeneficiary beneficiaryB = new RichMessaging.OrderBeneficiary(); beneficiaryB.name = 'beneficiary Name B'; beneficiaryB.phone = 'beneficiary Phone B'; List<String> addressLinesB = new List<String>(); addressLinesB.add('Addresss Line 1'); addressLinesB.add('Addresss Line 2'); RichMessaging.Address addressB = new RichMessaging.Address(); addressB.addressLines = addressLinesB; addressB.subLocality = 'subLocality B'; addressB.locality = 'locality B'; addressB.postalCode = '222222'; addressB.subAdministrativeArea = 'subAdministrativeArea B'; addressB.administrativeArea = 'administrativeArea B'; addressB.country = 'India'; addressB.countryCode = 'IN'; beneficiaryB.address = addressB; beneficiaries.add(beneficiaryA); beneficiaries.add(beneficiaryB); orderContext.beneficiaries = beneficiaries; OrderContextOutputs output = new OrderContextOutputs(); output.orderContext = orderContext; List<OrderContextOutputs> result = new List<OrderContextOutputs>(); result.add(output); return result; } public class OrderContextOutputs { @InvocableVariable public RichMessaging.OrderContext orderContext; } } ``` ## Payment Handler - India This class handles WhatsApp Pay India payments and payment status. For more informaiton, see [ProcessPaymentStatusHandler Interface](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_interface_RichMessaging_ProcessPaymentStatusHandler.htm). ![Payment Handle - India](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Payment Handle - India ``` global class MyProcessPaymentStatusHandler implements Richmessaging.ProcessPaymentStatusHandler { global RichMessaging.ProcessPaymentStatusResult processPaymentStatus(RichMessaging.ProcessPaymentStatusRequest request) { // logic to process payment status return new RichMessaging.ProcessPaymentStatusResult(true); } } ``` ## Payment Initiations - India This class configures how the customer can pay using WhatsApp Pay India. WhatsApp Pay India supports Payment gateways, UPI, and Payment Links payment types. For more information see, [Meta WhatsApp Payment - India](https://developers.facebook.com/documentation/business-messaging/whatsapp/payments/payments-in/overview) and [PaymentInitiation Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_class_RichMessaging_PaymentInitiation.htm). ![Payment Initiations - India](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Payment Initiations - India ``` public class PaymentPaymentInitiationsGateway { @InvocableMethod public static List < List < RichMessaging.PaymentInitiation > > getPaymentInitiation() { List <List <RichMessaging.PaymentInitiation >>> result = new List <List <RichMessaging.PaymentInitiation>> (); RichMessaging.PaymentInitiation gatewayPaymentInitiation = new RichMessaging.PaymentInitiation(); gatewayPaymentInitiation.modeValue = RichMessaging.PaymentInitiationMode.GatewayCheckout; RichMessaging.PaymentInitiationGateway gatewayValue = new RichMessaging.PaymentInitiationGateway(); gatewayValue.paymentConfigurationNameValue = 'test-razor-pay'; gatewayValue.providerNameValue = 'razorpay'; List <RichMessaging.PaymentGatewayProperties> providerParametersValue = new List <RichMessaging.PaymentGatewayProperties> (); RichMessaging.PaymentGatewayProperties gatewayProperties = new RichMessaging.PaymentGatewayProperties('key', 'value'); providerParametersValue.add(gatewayProperties); gatewayValue.providerParametersValue = providerParametersValue; gatewayPaymentInitiation.gateway = gatewayValue; List <RichMessaging.PaymentInitiation> options = new List <RichMessaging.PaymentInitiation>{ gatewayPaymentInitiation }; result.add(options); return result; } } ``` ## Payment Initiations - Brazil This class configures how the customer can pay using WhatsApp Pay Brazil. It specifies the approved payment methods, such as PIX or Boleto, and provides the underlying routing codes and account keys required to process the transaction. For more information, see [PaymentInitiation Class](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_class_RichMessaging_PaymentInitiation.htm). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note A payment handler class isn't applicable for Brazil payments. ![Payment Initiations - Brazil](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Payment Initiations - Brazil ``` public class GetPaymentInitiations { @InvocableMethod public static List<List<RichMessaging.PaymentInitiation>> getPaymentInitiation() { List<List<RichMessaging.PaymentInitiation>> result = new List<List<RichMessaging.PaymentInitiation>>(); RichMessaging.PaymentInitiation pixPaymentInitiation = new RichMessaging.PaymentInitiation(); pixPaymentInitiation.modeValue = RichMessaging.PaymentInitiationMode.ExternalPaymentApp; RichMessaging.PaymentInitiationPix pixValue = new RichMessaging.PaymentInitiationPix(); pixValue.keyValue = '12345678901'; pixValue.keyTypeValue = RichMessaging.PaymentPixKeyType.Cpf; pixValue.codeValue = '12345678901'; pixPaymentInitiation.pix = pixValue; RichMessaging.PaymentInitiation boletoPaymentInitiation = new RichMessaging.PaymentInitiation(); boletoPaymentInitiation.modeValue = RichMessaging.PaymentInitiationMode.ExternalPaymentApp; RichMessaging.PaymentInitiationBoleto boletoValue = new RichMessaging.PaymentInitiationBoleto(); boletoValue.digitableLine = '03399026944140000002628346101018898510000008848'; boletoPaymentInitiation.boleto = boletoValue; List<RichMessaging.PaymentInitiation> options = new List<RichMessaging.PaymentInitiation>{ pixPaymentInitiation, boletoPaymentInitiation }; result.add(options); return result; } } ``` <!-- document id=1ff5212e761de28300308f8325212e972f326b0d747daaf8a7fa3cd311db8ceb url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_conversations.md --> # Sample Conversations for Field Service Customer-Initiated Scheduling with Agentforce in the Legacy Agentforce Builder These conversations are examples of ways to interact with Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. You can use these phrases to see how the agent works in Agentforce Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> When a customer opens an agent, they see the agent’s welcome message. These are the default welcome messages, but you can configure yours to suit your business needs. Scheduling agent welcome message: Hi, I’m your Field Service Scheduling AI agent! I can help you book, schedule, reschedule, or cancel your appointments. I can also help you find information about your appointments. I may make mistakes, so be sure to check my work. How can I help? Agentforce Service Agent welcome message: Hi, I’m an AI service assistant. How can I help you? Autonomous Scheduling mainly uses the Appointment Management for Field Service subagent, but the agents include additional subagents. If you start the conversation using Agentforce Service Agent in the context of one of the other subagents in that agent, for example Case Management, the agent transitions smoothly to the Appointment Management for Field Service subagent when called into action. ## Manage Cases and Book a New Appointment **Customer:** My dishwasher is broken **Subagent: Case Management** **Agent:** I’m sorry to hear that your dishwasher is broken. Let’s get this sorted out for you. Could you please provide me with your email address so I can look up your contact information and assist you further? **Customer:** jane@acme.com **Agent:** If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code. **Customer:** 188365 **Agent:** Your verification was successful! Could you please provide more details about the issue you’re experiencing with your dishwasher? This will help us create a detailed case for you. **Customer:** It’s leaking **Subagent: Answer Questions with Knowledge** **Agent:** Here are a few things you should check: Ensure the dishwasher is level. Check the door seal for any damage. Inspect the hoses and connections for any leaks. If the issue persists, you might need to contact a professional technician. If you need further assistance, please let me know! **Customer:** None of that helped, looks like I need a technician. **Subagent: Appointment Management for Field Service** **Agent:** Please confirm that the appointment’s address is: 400 Avila St, San Francisco, CA, 94123, USA. **Customer:** Yes **Agent:** Here are the available time slots for your dishwasher repair appointment: 1\. Wed, May 21 9:00 AM - 11:00 AM 2\. Wed, May 21 11:00 AM - 1:00 PM 3\. Wed, May 21 1:00 PM - 3:00 PM 4\. Thu, May 22 9:00 AM - 11:00 AM 5\. Thu, May 22 11:00 AM - 1:00 PM Would you like to choose one of these slots, or would you like to see more options? **Customer:** 1 **Agent:** Your appointment will be scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. Can you please confirm your availability? **Customer:** Yes **Agent:** Your dishwasher repair appointment has been successfully scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. If you have any other questions or need further assistance, feel free to ask! ## Book a new appointment **Customer:** Hi, my TV isn’t working and I would like to schedule an appointment. **Agent:** Please provide your email address or username so I can verify your identity before proceeding with your request. **Customer:** jane@acme.com **Agent:** If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code. **Customer:** 188365 **Agent:** Your verification was successful! You can now proceed with scheduling your TV repair appointment. Could you please provide me with some details, like your preferred date and time for the appointment? **Customer:** Some time this week would be great. **Agent:** Please confirm that the appointment’s address is: 400 Avila St, San Francisco, CA, 94123, USA. **Customer:** Yes **Agent:** Here are the available time slots for your TV repair appointment: 1\. Wed, May 21 9:00 AM - 11:00 AM 2\. Wed, May 21 11:00 AM - 1:00 PM 3\. Wed, May 21 1:00 PM - 3:00 PM 4\. Thu, May 22 9:00 AM - 11:00 AM 5\. Thu, May 22 11:00 AM - 1:00 PM Would you like to choose one of these slots, or would you like to see more options? **Customer:** 1 **Agent:** Your appointment will be scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. Can you please confirm your availability? **Customer:** Yes **Agent:** Your TV repair appointment has been successfully scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. If you have any other questions or need further assistance, feel free to ask! ## Cancel an appointment **Customer:** Something came up, and I need to cancel my upcoming appointment. **Agent:** Please provide your email address or username so I can verify your identity before proceeding with your request. **Customer:** jane@acme.com **Agent:** If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code. **Customer:** 188365 **Agent:** Your verification was successful! Here are your upcoming appointments: 1\. Repair appointment SA-0156 is scheduled for Thu, May 29 between 11:00 AM and 1:00 PM in San Francisco, CA. 2\. Repair appointment SA-0157 is scheduled for Fri, May 30 between 1:00 PM and 3:00 PM in San Francisco, CA. Please let me know which appointment you would like to cancel. **Customer:** 1 **Agent:** Are you sure you want to cancel appointment SA-0156 scheduled for Thu, May 29 between 11:00 AM and 1:00 PM? **Customer:** Yes **Agent:** Your appointment SA-0156 scheduled for Thu, May 29 between 11:00 AM and 1:00 PM in San Francisco, CA, will be canceled. Can you please confirm that you would like to proceed with the cancellation? **Customer:** Yes **Agent:** Your appointment has been canceled successfully. If there’s anything else you need help with, feel free to let me know! ## Reschedule an appointment **Customer:** I need to reschedule my appointment for a later date. **Agent:** Please provide your email address or username so I can verify your identity before proceeding with your request. **Customer:** jane@acme.com **Agent:** If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code. **Customer:** 188365 **Agent:** Your verification was successful! Could you please confirm that you want to reschedule your appointment? Once confirmed, I’ll proceed with finding available time slots for you. **Customer:** I confirm **Agent:** I found an available time slot for your appointment: Friday, May 30 between 1:00 PM and 3:00 PM Your appointment will be scheduled for this time. Can you please confirm your availability? **Customer:** I confirm **Agent:** Your appointment has been successfully rescheduled for Friday, May 30 between 1:00 PM and 3:00 PM. If you need further assistance, feel free to ask! ## Get information about an appointment **Customer:** Hi, when is my appointment? **Agent:** Please provide your email address or username so I can verify your identity before proceeding with your request. **Customer:** jane@acme.com **Agent:** If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code. **Customer:** 188365 **Agent:** Your verification was successful! Here is your appointment: Repair appointment SA-0157 is scheduled for Fri, May 30 between 01:00 PM and 03:00 PM. <!-- document id=282fd3d4e72120183d0707cac318aef1af4a33a2ddd8061357f6c8b6e430a6cf url=/admin/current/en-us/service/264-0-0/conversation_transcript_api_sample2.md --> # Sample Exchange Access Token for Data 360 Token Request and Response This sample request exchanges the access\_token value obtained from Sample Access Token Request and Response for dataCloudAuthToken. For this sample, the access token is obtained from [Sample Access Token Request and Response](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample1.htm&type=5&language=en_US). ## Sample Request ``` curl --location 'https://org_domain/services/a360/token' \ --header 'Content-Type: application/x-www-form-urlencoded' \ --header 'Cookie: BrowserId=asdfsdfdsf-ertert-erter; CookieConsentPolicy=0:1; LSKey-c$CookieConsentPolicy=0:1' \ --data-urlencode 'grant_type=urn:salesforce:grant-type:external:cdp' \ --data-urlencode 'subject_token=your_access_token' \ --data-urlencode 'subject_token_type=urn:ietf:params:oauth:token-type:access_token' ``` ## Sample Response ``` { "access_token": "dataCloudAuthToken", "instance_url": "instance_url", "token_type": "Bearer", "issued_token_type": "urn:ietf:params:oauth:token-type:jwt", "expires_in": 7130 } ``` <!-- document id=4f7395ddd634c42ac75608140dbf9c8ebb4e62f8d52c86130c6879c604445cee url=/admin/current/en-us/service/264-0-0/knowledge_setup_flow_approvals_example.md --> # Sample Flow Approval Process for Lightning Knowledge To help you get started creating your own Flow approval process for articles, here’s an example. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93928e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93928e56 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93928e56 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93928e56 ">To open, edit, or create an autolaunched approval orchestration in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93928e56 ">Manage Flow, Run Flow, and “Read” access to the Approval Submission object</td> </tr> </tbody> </table> This example makes sure that new content is accurate and reviewed by a senior editor, a member from a legal team, and the author’s coach. 1. Initiate the Flow Approval Process to Get Information from User and Article Records Start by collecting the necessary data from the record. This involves setting up a subflow to gather information such as the user ID and record ID. Use this data to fetch additional details like the user’s role and any specific attributes from the Knowledge article. - Build a new Flow Orchestration from scratch with the Autolaunched Approval (No Trigger) type. - Add a Get Records element for the User object, and filter User records by Field ID equals the Value userID. Don’t sort user records. - Store only the first record, and choose to store record data by fields and assign variables (advance). - Store fields in separate variables where Field Coach\_c equals the Variable coachId and Field UserRoleID equals the Variable roleId. - Click **Save**, then **Activate**. 2. Decide Whether the User’s Article Requires Additional Reviews Determine the role of the user. If the user is a knowledge writer, you might choose to bypass additional reviews. If the user is a service rep or another role, proceed to the next review stage. - Build a new Flow Orchestration from scratch with the Autolaunched Approval Orchestration (No Trigger) type. - Add a Stage named Initiate with a background step to get record data, and add a condition to start the step when the stage starts. - Select the Flow you created earlier to get record data as the action to run, and set the input values for the action as recordId for knowledgeArticleVersionId and submitter for UserId. - Run the Action as the Automated Process User. - Click **Save**. 3. Assign the Article to a Senior Editor for Review If The User's Role Requires It Lock the article record to prevent further edits until the review is complete. - Add a Decision element named Author's Role Equals?. - Include an Outcome Order of Service Rep with Resource roleDeveloperName equals the Value Service\_Rep. - Include another Outcome Order of Knowledge Writer, and click **Save**. Service Rep and Knowledge Writer appear as two separate paths in the flow. - Under Service Rep, add a Stage named Senior Editor Review with a condition to complete the stage when all steps have been marked complete, the stage is marked completed. Click **Save**. - In the Senior Editor Review Stage, add a step named Assign to Senior Editors Public Group. - Add a condition to the step that when the stage starts, the step starts. - Select an Action to run an Approvals Workflow: Evaluate Approvals Request. This is a simple screen flow with an Evaluate Approval Request screen. - For the step’s Approver Type, select Group, and then a public group named Senior Editors. - Add recordId as the record to approve, and click Lock the record and Allow approver to edit the locked record. - Add a condition to complete the step when the assigned user has completed the action, the step is marked completed. - Click **Save**. 4. Assign the Article to a Legal Review Group After the senior editor review, assign the article to a legal reviewers group. Ensure that the legal review step is completed before moving to the next stage. - Under the Senior Editor Review Stage, add a Decision element named Senior Editor Approved?. - Include an Outcome Order of Yes with a conditions requirement of All Conditions Are Met (AND) and Resource Outputs>approvalDecision equals the Value Approve. - Include another Outcome Order of No, and click Save. Yes and No appear as two separate paths in the flow. You might need to add an End element after No. - Under Yes and where Knowledge Writer meets in the flow, add a Stage named Legal Review with a condition to complete the stage when all steps have been marked completed, the stage is marked completed. Click **Save**. - In the Stage, add a step named Assign to Legal Reviewers Public Group. - Add a condition to the step that when the stage starts, the step starts. - Select an Action to run an Approvals Workflow: Evaluate Approvals Request. This is a simple screen flow with an Evaluate Approval Request screen. - For the step’s Approver Type, select Group, and then a public group named Legal Reviewers. - Add recordId as the record to approve, and click Lock the record and Allow approver to edit the locked record. - Add a condition to complete the step when the assigned user has completed the action, the step is marked completed. - Click **Save**. 5. Publish the Reviewed Article Once all necessary reviews are approved, publish the article. Ensure that the approval decision is checked at each stage to confirm that the article can proceed to publication. - In the Legal Review Stage, add another step named Publish Article. - Add a condition to the step that when specified requirements are met, the step starts. - Select All Requirements are Met (AND) to start the step, and add Resource Outputs>approvalDecision equals Value Approve. - Select an Action to run a Publish an article. This is a simple autolaunched flow with a Convert to Collection Assignment and Publish Article Action. - Set the input values for the action to recordId, and run the action as the Automated Process User. - Click **Save**. 6. Assign the Article to a Coach for Final Review If the article was not generated by AI, assign it to a coach for final review. This step ensures that human-generated content is reviewed by a knowledgeable individual. - Under the Legal Review Stage, add a Decision element named Legal Approved?. - Include an Outcome Order of Yes with a conditions requirement of All Conditions Are Met (AND) and Resource Outputs>approvalDecision equals the Value Approve. - Include another Outcome Order of No, and click **Save**. Yes and No appear as two separate paths in the flow. You might need to add an End element after No. - Under Yes, add a Decision named Article Was Generated By AI?. - Include an Outcome Order of No with a conditions requirement of All Conditions Are Met (AND) and Resource Outputs>largeLanguageModel is blank Value True. - Include another Outcome Order of Yes, and click **Save**. Yes and No appear as two separate paths in the flow. You might need to add an End element after Yes. - Under No, add a Stage named Coach Review with a condition to complete the stage when all steps have been marked complete, the stage is marked completed. Click **Save**. - In the Stage, add a step named Assign to Coach. - Add a condition to the step that when the stage starts, the step starts. - Select an Action to run an Approvals Workflow: Evaluate Approvals Request. This is a simple screen flow with an Evaluate Approval Request screen. - For the step’s Approver Type, select User Resource, and then Initiate>GetRecordData>Outputs>coachUsername. - Add recordId as the record to approve, and select the condition When the assigned user has completed the action, the step is marked complete. Click **Save**. - If not added, include End after the Coach Review Stage. 7. Set Flow Approvals in Knowledge Settings In Approval Settings for Knowledge, select an activated Flow to automate how Knowledge articles are approved when users click Submit for Approval on articles. - From Setup, enter Knowledge in the Quick Find box and click **Knowledge Settings**. - On the Knowledge Settings page, click **Edit**. - In Approval Settings, select your Flow approval for articles. - Click **Save**. After you build an orchestration, activate it, and then test it to make sure that it’s working as you expect. #### See Also - [_Salesforce Help_: Flow Approvals for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_flow_approvals.htm&type=5&language=en_US) - [_Salesforce Help_: Flow Builder for Flow Orchestration](https://help.salesforce.com/s/articleView?id=platform.orchestrator_flow_builder.htm&type=5&language=en_US) - [_Salesforce Help_: Testing Your Flow](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_testing.htm&type=5&language=en_US) <!-- document id=7d74e7d36fb3e1eba6be3e7d16ffc6cacfe9fab0d03abf0b36f7fd9dd8a592d2 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_sample_flow.md --> # Sample Flow to Send Recommended Articles in an Auto-Response Email When a customer opens a new case, this flow sends case-relevant knowledge articles in an auto-response email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![A record triggered flow that creates articles recommendations then sends them in an email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_flow_invocable_action.png) In this example flow, we verify there’s a valid email address (1), create the article recommendations (2), assign the recommendations to a collection variable (3), loop over the items in the collection (4), get the recommended knowledge article version (6), and assign it to a text variable (7). Next, these recommendations are automatically sent in an email template (9). Use text templates to include merge fields from the articles and to add rich formatting to customize emails sent via the flow. [Visit Salesforce Help to learn how to use text templates in a flow.](https://help.salesforce.com/s/articleView?id=platform.flow_ref_resources_texttemplate.htm&type=5&language=en_US) ![Example email output from the flow with identified knowledge articles and a link to a second flow to close the case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_sample_email.png) If your customers resolve their issue from the recommended knowledge articles, you can embed a link to a second flow that updates and closes their case record. ![Screen flow to close case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_close_flow.png) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you choose to add a second flow, make sure the flow is [embedded on a site your customers can access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_external.htm&type=5&language=en_US), that guest users [have access to run the flow](https://help.salesforce.com/s/articleView?id=experience.rss_flow_guestuser.htm&type=5&language=en_US), and that [the flow runs in system context](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_system_mode.htm&type=5&language=en_US) so they can close their case. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip To ensure the flow knows which case to close, [append the case ID as a parameter in the link to the site](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal_url_variable.htm&type=5&language=en_US). In the example flow, several checks verify that: there’s a valid email address (1), the identified knowledge articles meet the relevance threshold (5), and at least one knowledge article is included in the email (8). #### See Also - [_Salesforce Help Topic_: Customize a Flow URL to Set Variable Values](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal_url_variable.htm&type=5&language=en_US) - [_Salesforce Admin Blog_: AI for Admins: How to Deflect Cases with Recommended Articles in Flow](https://admin.salesforce.com/blog/2022/ai-for-admins-introducing-einstein-article-recommendations-in-flow) <!-- document id=91277b7e9dc95dcde951704353a642adf5f4973a376c5b42c0f40a2353b42f55 url=/admin/current/en-us/service/264-0-0/conversation_transcript_api_sample1.md --> # Sample Request and Response for Access Token This sample request lets you obtain the access token and uses client\_credentials as the grant\_type for org authentication. ## Sample Request ``` curl --location 'https://org_domain/services/oauth2/token' \ --header 'Content-Type: application/x-www-form-urlencoded' \ --data-urlencode 'grant_type=client_credentials' \ --data-urlencode 'client_id=client-key' \ --data-urlencode 'client_secret=client-secret' ``` ## Sample Response ``` { "access_token": "your_access_token", "signature": "your_signature", "scope": "cdp_query_api cdp_ingest_api api cdp_profile_api", "instance_url": "instance_url", "id": "https://org_domain/id/00fdg000000dfgfgs/00gfd000000fsdghjr", "token_type": "Bearer", "issued_at": "4564564565767" } ``` <!-- document id=72890a2403f35698f22bfe6ef9dffa010b485de8d8cb92ffa53b593c8dd6b9a8 url=/admin/current/en-us/service/264-0-0/conversation_transcript_api_sample3.md --> # Sample Request and Response for Executing SOQL Query This sample request is a query that uses the Data 360 auth token (dataCloudAuthToken) and instance\_url obtained from Sample Exchange Access Token for Data 360 Token Request and Response to fetch the required data. For this sample, the required values are obtained from [Sample Exchange Access Token for Data 360 Token Request and Response](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_api_sample2.htm&type=5&language=en_US). ## Sample Request ``` curl --location 'https://your_instance_url/api/v2/query' \ --header 'Content-Type: application/json' \ --header 'Authorization: Bearer dataCloudAuthToken' \ --data '{ "sql": "SELECT ssot__Id__c, ssot__CreatedById__c, ssot__CreatedDate__c, ssot__DataSourceId__c, ssot__DataSourceObjectId__c, ssot__EndDateTime__c, ssot__ExternalRecordId__c, KQ_Id__c, ssot__LastModifiedById__c, ssot__LastModifiedDate__c FROM ssot__Conversation__dlm", "limit": 2, "offset": 0 }' ``` ## Sample Response ``` { "data": [ [ "0dwLT0000002uyzYAA", "005LT0000007SQzYAM", "2024-03-22 05:47:10.000 UTC", "Salesforce_00DLT0000009MKf", "Conversation", null, "ac6390e6-a63e-452a-a6f3-d5a07ddf97e5", null, "005LT0000007SQzYAM", "2024-03-22 10:47:39.000 UTC" ], [ "0dwLT0000002vztYAA", "005LT0000007SQzYAM", "2024-04-25 09:46:47.000 UTC", "Salesforce_00DLT0000009MKf", "Conversation", null, "7d76c5e5-c363-4a20-b1d5-2b3a44568416", null, "005LT0000007SQzYAM", "2024-04-26 22:11:06.000 UTC" ] ], "startTime": "2024-05-01T21:55:35.896553Z", "endTime": "2024-05-01T21:56:06.02948Z", "rowCount": 2, "queryId": "20240501_215536_24297_pq7pn", "nextBatchId": "f84434bf-6cd5-42f1-bfed-cdd58052254a", "done": false, "metadata": { "ssot__CreatedDate__c": { "type": "TIMESTAMP WITH TIME ZONE", "placeInOrder": 2, "typeCode": 2014 }, "ssot__CreatedById__c": { "type": "VARCHAR", "placeInOrder": 1, "typeCode": 12 }, "ssot__EndDateTime__c": { "type": "TIMESTAMP WITH TIME ZONE", "placeInOrder": 5, "typeCode": 2014 }, "ssot__ExternalRecordId__c": { "type": "VARCHAR", "placeInOrder": 6, "typeCode": 12 }, "ssot__LastModifiedById__c": { "type": "VARCHAR", "placeInOrder": 8, "typeCode": 12 }, "ssot__Id__c": { "type": "VARCHAR", "placeInOrder": 0, "typeCode": 12 }, "ssot__DataSourceObjectId__c": { "type": "VARCHAR", "placeInOrder": 4, "typeCode": 12 }, "ssot__LastModifiedDate__c": { "type": "TIMESTAMP WITH TIME ZONE", "placeInOrder": 9, "typeCode": 2014 }, "ssot__DataSourceId__c": { "type": "VARCHAR", "placeInOrder": 3, "typeCode": 12 }, "KQ_Id__c": { "type": "VARCHAR", "placeInOrder": 7, "typeCode": 12 } } } ``` #### See Also - [Data 360 Limits and Guidelines](https://help.salesforce.com/s/articleView?id=data.c360_a_limits_and_guidelines.htm&type=5&language=en_US) <!-- document id=4f433ef7b4a196c56be688cd0546cc446ae5f3dc90a002b9f507d07b1144234e url=/admin/current/en-us/service/264-0-0/messaging_channel_sms_samples.md --> # Sample SMS Message and Related Information Use this information to create your opt-in, opt-out, and help messages for your SMS campaigns in Agentforce Service (formerly Service Cloud). All keywords are case-insensitive. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Salesforce <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Marketing Cloud <strong>Growth</strong> and <strong>Advanced</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Not supported in Government Cloud Plus</td></tr></tbody></table> ## Sample SMS Message For mixed or low-volume mixed use cases, provide sample messages for each sub use case. Marketing use cases require two sample use cases. Sample SMS Message 1: Hey <name>, be the first to check out our latest holiday sale and get 30% OFF on everything: https://sfdc.co/VWXYZ Sample SMS Message 2: Hi <name>, let's celebrate your birthday together! 40% OFF on ALL accessories just for you: https://sfdc.co/VWXYZ ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ## Opt-in Flow Details Describe how the opt-in experience for the subscriber takes place. If you use multiple opt-in methods, describe each separate interaction, including details on your call to action, messaging frequency, and a notice that messaging and data rates may apply. Web opt-in requires an image of the URL or link. Verbal opt-in requires a sample script. ## All Opt-In Keywords and Confirmation Messages Define the keywords that prompt the opt-in flow. Your opt-in confirmation message must include this information. - Brand name - Confirmation of opt-in to a recurring message campaign - Instructions on receiving help (including a help keyword) - Instructions on opting out (including a stop keyword) - A notice that message and data rates may apply - Information on messaging frequency ## All Opt-Out Keywords and Confirmation Messages Some keywords are included by default, such as STOP, QUIT, CANCEL, END, and UNSUBSCRIBE. You can add keywords that allow your subscribers to stop receiving messages. Any subscriber who sends one of these keywords is removed from the campaign and receives no further messages. The opt-out keyword response message sends when someone opts out. The text must include the brand name and confirmation that no further messages will be sent. ## All Help Keywords and Confirmation Messages Some keywords are included by default, including HELP, that prompt the send of a help message when received. You can also add keywords that allow your subscribers to receive help messages, such as INFO. The help response message must have information to help subscribers or provide contact information for assistance. This message must include a brand name and a point of contact, such as a URL, phone number, or email address. You must also add opt-out language, frequency of messaging, and a notice that message and data rates may apply. Canadian campaigns must include the French keywords ARRET and AIDE. The INFO keyword must also include information in English and French. ## Shared Terms, Conditions, and Privacy Policy URL This link must include language indicating that the end user’s personal information won’t be shared or sold to third parties for marketing purposes. You can’t hide consent for marketing messaging in shared terms and conditions or privacy policies. SMS opt-in consent is never shared with third-party companies. SMS consent can’t be purchased or shared from third-party companies. Consult with your company's legal team to ensure your regulatory compliance. ## Sample Brand and Campaign Requests Use these examples to plan your brand and campaign requests before you begin the request process. You only have 30 minutes to complete the request, so we recommend that you gather all necessary information and copy that information into the form. ## Brand Request - Street Address: 123 Example Street - City: San Francisco - State: CA - ZIP Code: 94069 - Country: United States - Brand Website: https://www.example.com - Support Email Address: support@example.com - Support Phone Number: (800) 555-5555 - Brand Relationship: No business history - Company Name: Northern Trail Outfitters - SMS Brand Name: Glacier - Country of Registration: United States - Organization: Publicly Traded Company - Website: https://www.northerntrailoutfitters.com - EIN or Tax ID: XXXXXXXXX - EIN Country of Origin: United States - Industry: Retail - Stock Symbol: NTOT - Stock Exchange Name: NYSE ## Campaign Request - Brand: Glacier - Description: This campaign shares discount coupons with subscribers - Use Case: Marketing - Sub Use Case: Discount Coupons - Industry: Retail - Sample SMS Messages: - Hey <name>, be the first to check out our latest holiday sale and get 30% OFF on everything: https://sfdc.co/VWXYZ - Hi <name>, let's celebrate your birthday together! 40% OFF on ALL accessories just for you: https://sfdc.co/VWXYZ - Subscriber Opt-In: Yes - Subscriber Opt-Out: Yes - Subscriber Help: Yes - More than 50 numbers required: No - Direct Lending or Loan Arrangement: No - Embedded Link: Yes - Embedded Phone Number: No - Age-Restricted Content: No - Opt-in Options: Keywords, Web, Other - Opt-in Flow Data: Consumers can opt in to our marketing promotion program either by texting JOIN to our phone number or by filling in the subscription form and providing us with their mobile number via our website https://www.northerntrailoutfitters.com/signup. The message frequency to the users will vary. - Opt-in Keywords: JOIN - Opt-in Confirmation Message: Glacier: Thanks for subscribing to our latest offers. Msg Frequency varies. Msg&data rates may apply. Reply HELP for help, STOP to cancel - Shared Terms, Conditions, and Privacy Policy URL: https://www.northerntrailoutfitters.com/privacy - US Opt-out Keywords: STOP, QUIT, CANCEL, END, UNSUBSCRIBE - CA Opt-out Keywords: ARRET - Opt-out Message: Glacier: You have been unsubscribed and will receive no more messages. Reply with “JOIN” to subscribe back. - US Help Keywords: HELP, INFO - CA Help Keywords: AIDE - US Help Message: Glacier: For help, contact: www.northerntrailoutfitters.com. 2msgs/mth. StdMsg&DataRatesApply. Text STOP to cancel. - CA Help Message: Glacier: Pour de l'aide, contactez: www.northerntrailoutfitters.com \[EN\]. 2msgs/mth. FraisStdDeMsgs&DonnéesS'appl. Répondez ARRET pour annuler. - US and CA Info Message: Glacier: For help, contact: www.northerntrailoutfitters.com. | Glacier: Pour de l'aide, contactez: www.northerntrailoutfitters \[EN\]. - US STOP Messages - For subscription services - Glacier: You will no longer receive any further messages - For non-subscription services - Glacier: This is not a subscription service - CA STOP Messages - For subscription services - Glacier: Vous ne recevrez plus de messages - For non-subscription services - Glacier: Ce n'est pas un service d'abonnement <!-- document id=84c71e8575e230217ea87371a91fff05002fd17a0bee62ed422cfbad02dee263 url=/admin/current/en-us/service/264-0-0/embedded_menu_static_examples.md --> # Sample Static Resource Files for Channel Menu Create JavaScript files to upload as static resources and apply them to your Channel Menu website or Experience site. This code sample populates pre-chat settings and adds a company logo. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41168e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41168e61 ">To create and edit static resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41168e61 ">Customize Application AND Author Apex</td> </tr> </tbody> </table> You can use JavaScript static resource files, including strings, arrays, JSON, and JS functions for the Channel Menu. To set up your code file, use this example for reference. 1. Specify `_snapinsSnippetSettingsFile` on the Global window object. ``` window._snapinsSnippetSettingsFile = (function() {})(); ``` 2. Store settings on `embedded_svc.menu.snippetSettingsFile` to merge in Channel Menu. ``` window._snapinsSnippetSettingsFile = (function() { console.log("Code settings file loaded"); // Chat menu-item specific settings embedded_svc.menu.snippetSettingsFile = { TestChatChannel: { settings: { prepopulatedPrechatFields: {"Subject":"Login Issue"}, smallCompanyLogoImgURL: "https://yourwebsite.here/company_logo.png" } } }; })(); ``` In the sample code, `TestChatChannel` is a placeholder for your unique Channel Menu item name, so make sure to update it. When your file is complete, return to [Embedded Static Resources](https://help.salesforce.com/articleView?id=embedded_static_resources.htm&language=en_US) for static resource upload instructions. <!-- document id=1683bc4df1010af5b0e42e42df1eb93e55db7b3ba93f0f8fea2a516cfc6e3a62 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_utterances_studio.md --> # Sample Utterances for Field Service Autonomous Scheduling with Agentforce in the New Agentforce Builder These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ## Book a new appointment - “The air conditioner in my bedroom isn’t working. I would like to schedule a repair.” - “There’s an issue with my washing machine and I need a technician.” - “I need to fix my broken fridge.” - “My car isn’t turning on and I need you to send someone to fix it.” - “My new TV has arrived and I want someone to come and install it.” ## Cancel an appointment - “I want to cancel my appointment” - “Cancel my upcoming appointment” - “I don’t need the appointment that I scheduled anymore.” - “Something came up, and I need to cancel my appointment immediately.” - “I don’t need the service that I asked for anymore” ## Get information about an appointment - “What time is my appointment scheduled for?” - “When is my technician supposed to arrive?” - “When is my next scheduled visit?” - “Which appointments do I have booked?” - “What day is my appointment?” ## Reschedule an appointment (customer) - “I just realized that I won’t be home at the time of my booked appointment. Can you help me reschedule it?” - “I need to move my current appointment to the next available slot.” - “I won’t be available for my scheduled appointment. Can we reschedule it?” - “Is there an earlier time available for my appointment?” - “I need to reschedule my appointment for a later date.” ## Rebook an appointment from the Agentforce Panel (dispatcher) - “Rebook all of John Cash’s and Jenny Chan’s appointments that are scheduled for today” - “Rebook all appointments taking place tomorrow in the North Los Angeles and East Los Angeles territories” - “Reschedule all installation appointments scheduled for today” - “Reschedule Emma Fox’s TV installation that’s scheduled for tomorrow” <!-- document id=64da7b60bf21688ab1027b17041fb24843c76fe437160ac707890e4c11d6849e url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_utterances.md --> # Sample Utterances for Field Service Customer-Initiated Scheduling with Agentforce in the Legacy Agentforce Builder These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ## Book a new appointment - “The air conditioner in my bedroom isn’t working. I would like to schedule a repair.” - “There’s an issue with my washing machine and I need a technician.” - “I need to fix my broken fridge.” - “My car isn’t turning on and I need you to send someone to fix it.” - “My new TV has arrived and I want someone to come and install it.” ## Cancel an appointment - “I want to cancel my appointment” - “Cancel my upcoming appointment” - “I don’t need the appointment that I scheduled anymore.” - “Something came up, and I need to cancel my appointment immediately.” - “I don’t need the service that I asked for anymore” ## Get information about an appointment - “What time is my appointment scheduled for?” - “When is my technician supposed to arrive?” - “When is my next scheduled visit?” - “Which appointments do I have booked?” - “What day is my appointment?” ## Reschedule an appointment (customer) - “I just realized that I won’t be home at the time of my booked appointment. Can you help me reschedule it?” - “I need to move my current appointment to the next available slot.” - “I won’t be available for my scheduled appointment. Can we reschedule it?” - “Is there an earlier time available for my appointment?” - “I need to reschedule my appointment for a later date.” ## Rebook an appointment from the Agentforce Panel (dispatcher) - “Rebook all of John Cash’s and Jenny Chan’s appointments that are scheduled for today” - “Rebook all appointments taking place tomorrow in the North Los Angeles and East Los Angeles territories” - “Reschedule all installation appointments scheduled for today” - “Reschedule Emma Fox’s TV installation that’s scheduled for tomorrow” <!-- document id=764957b8ca60010377ece96ed3fa1df2bc1983dad1d933353d386090462c83ef url=/admin/current/en-us/service/264-0-0/voice_sandbox_guidelines.md --> # Sandbox Org Guidelines for Salesforce Voice and Amazon Connect Understand what happens when you create, refresh, clone, and delete sandbox orgs that have Salesforce Voice set up with Amazon Connect as their telephony provider. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Sandbox orgs in a Salesforce Voice setup are created and managed differently from the standard Salesforce process. Before you create, refresh, clone, or delete a sandbox org, make sure Salesforce supports your sandbox configuration. The following guidelines apply to all orgs, including production orgs, sandbox orgs, refreshed sandbox orgs, and cloned sandbox orgs: - **Each org should point to an AWS Account that’s solely dedicated to that org.** Don’t share the AWS Account between orgs. After you create or clone a sandbox org, create an AWS Account that’s dedicated to that org. After you refresh a sandbox org, reuse or provision a new AWS Account. For example, Salesforce Org X points to AWS Account X, and Salesforce Org Y points to AWS Account Y. - **Each contact center should be linked to an Amazon Connect instance that’s solely dedicated to that contact center.** Don’t point multiple contact centers to the same Amazon Connect instance. Always create a new contact center and link it to a new Amazon Connect instance. For example, Salesforce contact center A is linked to Amazon Connect instance A, and Salesforce contact center B is linked to Amazon Connect instance B. - **Each contact center should be created from scratch. Don’t copy contact centers from other orgs to your org.** For example, Salesforce contact centers A and B were created in Salesforce Org X; they weren’t copied over from another org. ## Creating Sandbox Orgs When you create a sandbox org, only the production data gets copied over. The AWS Account, contact centers, and voice call data in the production org won’t be copied over. This is unique to Salesforce Voice and differs from the standard Salesforce sandbox creation behavior. When you create a sandbox org: - The contact centers in the production org won’t be copied over to the sandbox org. After the sandbox org is created, you must create a contact center that’s solely dedicated to the newly created sandbox org. - The AWS Account and its related data in the production org won’t be copied over to the sandbox org. For Salesforce Voice with Amazon Connect, we automatically create an AWS Account that’s solely dedicated to the new sandbox org and completely separate from the production org and its AWS Account. For Salesforce Voice with Partner Telephony from Amazon Connect, you must create an AWS Account that’s solely dedicated to the new sandbox org and completely separate from the production org and its AWS Account. Consider these guidelines before you create a sandbox org: - Create separate AWS Accounts for the production and sandbox orgs. In other words, the sandbox org should have an AWS Account that’s completely separate from the product org’s AWS Account. - If you create multiple sandbox orgs, create an AWS Account for each of those orgs. - Before you create a sandbox org, make sure Salesforce supports your sandbox configuration. ## Refreshing Sandbox Orgs When you refresh a sandbox org, only the production data gets refreshed. This is unique to Salesforce Voice and differs from the standard Salesforce sandbox refresh behavior. Consider these guidelines before you refresh a sandbox org: - If you want to reuse the contact center or Amazon Connect instance, back up the metadata files and any custom Amazon Connect instance assets, such as contact flows and Lambda functions. respectively. - Decide whether you want to relink the refreshed sandbox org to the Amazon Connect instance you were using or link it to a completely different Amazon Connect instance. This determines which refresh steps you’ll perform. - Make sure Salesforce supports your sandbox configuration. ## Cloning Sandbox Orgs When you clone a sandbox org, the metadata and contact centers are copied over from the source sandbox org to the target sandbox org. Important: When you clone a sandbox org, the contact center in the source sandbox org will be copied over to the target sandbox org. You must delete the contact center in the target sandbox org and create a new one with a new AWS Account. Consider these guidelines before you clone a sandbox org: - Create a new AWS Account that’s solely dedicated to the target sandbox org. Don’t point the org to an AWS Account that’s already being used by another org (including the source sandbox org). This setup allows Salesforce to automatically provision the contact centers for you. While it’s possible for multiple orgs to share the same AWS Account, you’ll lose the auto-provisioning benefits. - If you clone multiple sandbox orgs, create an AWS Account for each of those cloned orgs. - Delete the contact center in the target sandbox org after it’s been created. - Make sure Salesforce supports your sandbox configuration. ## Deleting Contact Centers Consider these guidelines before you delete a contact center from a sandbox org: - Deleting a contact center from a sandbox org deletes all of the Salesforce resources associated with the contact center, including the configuration in Salesforce and the Salesforce Voice external client apps. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, deleting a contact center from a sandbox org deletes the associated Connected Apps. - Deleting a contact center from a sandbox org doesn’t delete any of the associated AWS artifacts, including the Amazon Connect instance, CloudFormation stack, Lambda functions, and contact flows. After you delete a contact center, you can manually delete the AWS artifacts from the Amazon side. You can't migrate an Amazon Connect instance from a sandbox org to a production org. ## Deleting Sandbox Orgs Alway delete sandbox orgs from the production org. This applies to all types of sandbox orgs, including refreshed and cloned sandbox orgs. Follow the [Delete a Sandbox](https://help.salesforce.com/s/articleView?id=000383260&type=1&language=en_US) steps to delete sandbox orgs. Consider these guidelines before you delete a sandbox org: - Deleting a sandbox org permanently deletes the sandbox org and all its data, including any outbound change sets that have been uploaded from the sandbox. - Deleting a sandbox org also deletes all contact centers from that org. - Deleting a sandbox org doesn’t affect (i.e., delete) the production org or its data in Salesforce. - Deleting a sandbox org doesn’t affect the AWS Account that’s associated with the org nor its metadata. After you delete a sandbox, your AWS Account is marked as inactive. You can use the account for another sandbox org. If the AWS Account is no longer needed, close the account so you avoid unnecessary charges. To close the account, submit a case to Salesforce Support. #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide_: Refresh a Sandbox](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_sandbox_refresh.htm) <!-- document id=25add741f3c62c831b93dd602447e9836e41a920de2b3a75ae91fcede0e1e777 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_introduction.md --> # Save Service Reps Time with Einstein Article Recommendations Quickly build a model that recommends relevant knowledge articles and speeds up the resolution of support cases with just a few clicks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To create a model, you select fields from cases and knowledge articles that are most relevant to your business. Based on these associations, Einstein builds a model that leverages your case history data from the last two years. The model: - Proactively examines new cases as they come in - Identifies the language and key words, phrases, and text field values within the case - Suggests articles that are most likely to solve the problem Recommendations appear right where your service reps work, in the Knowledge component in the Lightning Service Console. There’s no need to manually search for or sift through long lists of articles. Reps can simply select the most relevant articles from a short list to attach to cases and send to customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Einstein Article Recommendations is being turned on for Lightning Knowledge starting Summer ’21. It uses a prebuilt model that’s based on generic data, and it has default field and language settings. Service reps can then see Einstein's recommendations in the Knowledge component right away. If your business uses specific case and knowledge fields, customize the model so that Einstein analyzes cases closed or cases within a certain time period in your org and provides more accurate recommendations.[Tell Me More](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_scorecard.htm&type=5&language=en_US). If you don't want Einstein Article Recommendations in your org, you can turn it off in Setup. To get Einstein Article Recommendations up and running, follow the setup steps. - **[Prepare for Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_prepare.htm&release=264.0.0&type=5)** To get the best results from Einstein Article Recommendations, review its data requirements and get tips for testing the feature. - **[How Does Einstein Article Recommendations Work?](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_how.htm&release=264.0.0&type=5)** Einstein Article Recommendations helps support service reps resolve customer cases efficiently by recommending knowledge articles that were attached to similar cases in the past. Reps don’t have to waste time searching or scrolling through lists of articles, and can quickly attach recommended articles or dismiss them as not helpful. - **[Set Up Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&release=264.0.0&type=5)** Set up Einstein Article Recommendations so you can build, activate, and benefit from your custom predictive model. Einstein Article Recommendations analyzes the data in case and knowledge article fields that you select to determine which articles are most likely to solve a customer inquiry. Service reps see recommendations in the Knowledge component of the Lightning Service Console. - **[Set Up Agentforce Article Recommendations for Conversations](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_conversations_set_up.htm&release=264.0.0&type=5)** Help your service reps address customer voice conversations and messaging by suggesting relevant knowledge articles based on the conversation’s messages or utterances. - **[Migrate to Agentforce Article Recommendations from a Previous Version](https://help.salesforce.com/s/articleView?id=service.migrate_to_agentforce_article_recs.htm&release=264.0.0&type=5)** If your organization currently uses a previous version of Article Recommendations, follow these steps to switch to the new version. - **[Enable Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_enable.htm&release=264.0.0&type=5)** To get started, turn on Einstein Article Recommendations. - **[Select Languages and Fields for Your Article Recommendation Model](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_select_fields.htm&release=264.0.0&type=5)** Select which supported languages to include in your model. Then select fields on cases and knowledge articles that Einstein Article Recommendations can analyze to identify relevant articles. - **[Build and Activate Your Article Recommendation Model](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_build_model.htm&release=264.0.0&type=5)** After you select data-rich fields from cases and knowledge articles, build and activate your article recommendation model. - **[Give Service Reps Access to Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_give_agents_permission.htm&release=264.0.0&type=5)** By default, all Lightning Knowledge users see Einstein Article Recommendations in the Knowledge component. A Lightning Knowledge user is a standard user with the Knowledge User permission and read access to Knowledge articles in Lightning Knowledge. If you prefer, you can limit access to users of your choice. - **[Add the Knowledge Component to the Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_add_knowledge_component_to_console.htm&release=264.0.0&type=5)** If it’s not there already, add the Knowledge component to the Lightning Service Console so your service reps can receive article recommendations. <!-- document id=7fa40c0100d7ff6b9f286ed2114c7a8cd8da45b5aa4cd9b49542bc875869bede url=/admin/current/en-us/service/264-0-0/cc_service_save_flow_recommendations.md --> # Save the Einstein Case Recommendations in Your Flow Add an Update Records action to save the ApplyCaseClassificationRecommendations case SObject output. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19357e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19357e56 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19357e56 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> To see the case updates in the case activity feed, enable Feed Tracking for the Case object and the specific fields that are classified. Learn how to enable Feed Tracking in [Customize Feed Tracking](https://help.salesforce.com/s/articleView?id=experience.collab_feed_tracking.htm&type=5&language=en_US) and [_Trailhead_: Enable Feed Tracking.](https://trailhead.salesforce.com/content/learn/modules/lex_implementation_chatter/lex_implementation_chatter_feed_tracking) 1. Click ![Plus sign](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_plus_action.png) to add an Update Records element. 2. Enter a label and optionally add a description. 3. For How to Find Records to Update and Set Their Values, select **Use the IDs and all field values from a record or record collection**. 4. For Select Record(s) to Update, select the case output from your flow. So, if you named your Apply Case Classification Recommendations action MyApplyRecsAction, select {!MyApplyRecsAction.caseSObject} as the record to update. 5. Click **Done**. When the Case Classification action is triggered in a flow, case updates appear in the case feed. ![Case feed with automated updates.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_example_output.png) In a screen flow, service reps must review and save Einstein’s recommendations manually. <!-- document id=6ccc7323acab86c60bc8d878f638511359a6742ec6c9c7c0991d0d881c456f77 url=/admin/current/en-us/service/264-0-0/shift_scheduling_tools.md --> # Save Time with Shift Scheduling Tools The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they’re needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d119617e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d119617e59 ">To assign shifts to support reps, update shift statuses in bulk, and assign shifts with Get Candidates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d119617e59 "> <p>Shift Scheduling Planner</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d119617e59 ">To batch assign support reps to shifts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d119617e59 "> <p>Shift Scheduling</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). ## Assign in Bulk with Mass Shift Update Define criteria to select a batch of shifts and assign support reps, update shift statuses, or both. 1. Open **Shifts** in the App Launcher. 2. In either the schedule or table view, click **Mass Shift Update**. 3. Select an action. You can update shift status, assign shifts, or both. 4. Define criteria that selects which shifts to modify. Specify a date range, service territories, and job profiles. If you want to change shift status, specify which status to change and the status to update it to. You can select shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts at once. It can take a few hours to assign and update status on that many shifts. 5. Click the button to start the update process. We create a Shift Scheduling Operation record that tracks progress. To learn if the update process is completed, open the Shift Scheduling Operation record. The record shows information about the process and its status, together with how many shifts were considered, how many were successfully processed, and how many failed. ## Batch Assign Support Reps to Shifts Save time and unlock support rep capacity with batch assignment. Assign up to 200 shifts to support reps who are the best match based on your scheduling rules and objectives. 1. Open **Shifts** in the App Launcher. 2. Select a listview from the listview dropdown, and select **Table View**. 3. Select up to three months of shifts to batch assign at one time. If you want to assign more than 200 shifts, use Mass Shift Update. 4. Click **Assign**, then click **Assign Shifts**. ## Assign a Support Rep with Get Candidates To quickly create and assign an overtime shift or swap shift assignments when a support rep calls in sick, use Get Candidates. Get Candidates helps you quickly find a support rep who is best-matched to work on an individual shift. 1. Open **Shifts** in the App Launcher. 2. Select a list view from the list view dropdown. 3. Set the display to the **Schedule** view. 4. Hover over the shift you’d like to assign, and click **Get Candidates**. We sort the list of candidates according to how well they meet your service objectives. When you have multiple objectives defined, grades for each objective are weighted equally. If a support rep has a grade of None, it means that your service objectives aren't relevant. For example, the support rep's grade is None when they don't have a Service Resource Preference defined and you have a preference objective set. Or if you have an objective that balances shift assignments, None means that all support reps have the same number of shifts assigned. 5. After reviewing each candidate’s score, select the support rep you’d like to assign the shift to. 6. Click **Submit**. ## Troubleshoot Shift Scheduling Learn what to check when you see unexpected scheduling results—for example, if shifts remain unassigned when eligible candidates are available. First, make sure you completed the steps in [Preparing for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_shift_scheduling_1.htm&release=264.0.0&type=5 "Before your planners can create shifts and assign them, configure Salesforce for shift scheduling."). Then consider these possibilities when a service rep isn’t assigned to a shift as you expect. - Verify that the support rep user has an associated service resource of type Support Rep. Support rep users must be active and require the Workforce Engagement Agent permission set. - Check the service territory associated with the shift. The Match Territory rule considers only those support reps who’s service territory membership matches the shift’s service territory. Review Service Territory Member records in the related list on the service territory or the service resource. When you assign service resources to one or more service territories, we create these Service Territory Member records. The records represent service resources who are available to work in that territory and when. If the record doesn’t reference operating hours, scheduling uses the service territory’s operating hours to define when a support rep is available to work. - (Workforce Engagement only) If you’ve defined a Match Queue rule, verify that the support rep user for the service resource is a member of all queues mapped to the shift’s job profile. When you set up scheduling, you map each job profile to one or more queues. Scheduling looks at the shift’s job profile and finds support rep users who are members of all queues that are mapped to the job profile. - If you’ve defined a Match Skill rule, check that the service resource has all the same skills as the skill requirements on the shift’s job profile. Check that end dates on skills haven’t yet occurred. Scheduling doesn’t consider skill levels. If you want to schedule using skill levels, create a separate skill for each level. - Check if you have an Availability rule. An Availability rule eliminates candidates who have other shift assignments, who are absent, or whose operating hours in their primary or secondary territories don’t cover the shift hours. If a service resource isn’t a candidate as you’d expect, verify that the support rep doesn’t have other assigned shifts or absences at the time of the shift. Also review the operating hours, service territory, and service territory membership configurations. - Each service resource requires a primary service territory membership. Check if the service territory membership covers the entire duration of the shift. - If a support rep has operating hours that differ from your center’s hours, define operating hours on their service resource record. Operating hours on a service territory membership override what’s defined on the service territory. - Check that the shift duration is fully within the operating hours on the service territory or service territory membership. Make sure that time zone translations align. To troubleshoot, widen the resource’s operating hours temporarily. - If you’ve defined a Work Limit or Limit Non-Standard Shifts scheduling rule, check that all service resource or service territory records have a valid scheduling constraint. A value of zero can cause unreliable results. If a constraint doesn’t apply, set the limit as null or to an unreachable number. A constraint on a service resource overrides what’s defined on a service territory. <!-- document id=a5cf62c03685ee3ed8c6c81736055eb395267412702c27644df8da123b96bcec url=/admin/current/en-us/service/264-0-0/workforce_engagement_shift_sched_tools.md --> # Save Time with Shift Scheduling Tools The scheduling tools—get candidates, batch assign, and mass shift update—help planners assign the right support reps where and when they're needed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> **User Permissions Needed** <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:66.66666666666666%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To assign shifts to support reps, update shift statuses in bulk, and assign shifts with Get Candidates:</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Shift Scheduling Planner</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To batch assign support reps to shifts:</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Shift Scheduling</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> </tbody> </table> ## Assign in Bulk with Mass Shift Update Define criteria to select a batch of shifts and assign support reps, update shift statuses, or both. 1. Open **Shifts** in the App Launcher. 2. In either the schedule or table view, click **Mass Shift Update**. 3. Select an action. You can update shift status, assign shifts, or both. 4. Define criteria that selects which shifts to modify. Specify a date range, service territories, and job profiles. If you want to change shift status, specify which status to change and the status to update it to. You can select shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts at once. It can take a few hours to assign and update status on that many shifts. 5. Click the button to start the update process. We create a Shift Scheduling Operation record that tracks progress. To learn if the update process is completed, open the Shift Scheduling Operation record. The record shows information about the process and its status, together with how many shifts were considered, how many were successfully processed, and how many failed. ## Batch Assign Support Reps to Shifts Save time and unlock support rep capacity with batch assignment. Assign up to 200 shifts to support reps who are the best match based on your scheduling rules and objectives. 1. Open **Shifts** in the App Launcher. 2. Select a listview from the listview dropdown, and select **Table View**. 3. Select up to three months of shifts to batch assign at one time. If you want to assign more than 200 shifts, use Mass Shift Update. 4. Click **Assign**, then click **Assign Shifts**. ## Assign a Support Rep with Get Candidates To quickly create and assign an overtime shift or swap shift assignments when a support rep calls in sick, use Get Candidates. Get Candidates helps you quickly find a support rep who is best-matched to work on an individual shift. 1. Open **Shifts** in the App Launcher. 2. Select a list view from the list view dropdown. 3. Set the display to the **Schedule** view. 4. Hover over the shift you'd like to assign, and click **Get Candidates**. We sort the list of candidates according to how well they meet your service objectives. When you have multiple objectives defined, grades for each objective are weighted equally. If a support rep has a grade of None, it means that your service objectives aren't relevant. For example, the support rep's grade is None when they don't have a Service Resource Preference defined and you have a preference objective set. Or if you have an objective that balances shift assignments, None means that all support reps have the same number of shifts assigned. 5. After reviewing each candidate's score, select the support rep you'd like to assign the shift to. 6. Click **Submit**. ## Troubleshoot Shift Scheduling Learn what to check when you see unexpected scheduling results—for example, if shifts remain unassigned when eligible candidates are available. First, make sure you completed the steps in Preparing for Shift Scheduling. Then consider these possibilities when a service rep isn't assigned to a shift as you expect. - Verify that the support rep user has an associated service resource of type Support Rep. Support rep users must be active and require the Workforce Engagement Agent permission set. - Check the service territory associated with the shift. The Match Territory rule considers only those support reps who's service territory membership matches the shift's service territory. Review Service Territory Member records in the related list on the service territory or the service resource. When you assign service resources to one or more service territories, we create these Service Territory Member records. The records represent service resources who are available to work in that territory and when. If the record doesn't reference operating hours, scheduling uses the service territory's operating hours to define when a support rep is available to work. - (Workforce Management only) If you've defined a Match Queue rule, verify that the support rep user for the service resource is a member of all queues mapped to the shift's job profile. When you set up scheduling, you map each job profile to one or more queues. Scheduling looks at the shift's job profile and finds support rep users who are members of all queues that are mapped to the job profile. - If you've defined a Match Skill rule, check that the service resource has all the same skills as the skill requirements on the shift's job profile. Check that end dates on skills haven't yet occurred. Scheduling doesn't consider skill levels. If you want to schedule using skill levels, create a separate skill for each level. - Check if you have an Availability rule. An Availability rule eliminates candidates who have other shift assignments, who are absent, or whose operating hours in their primary or secondary territories don't cover the shift hours. If a service resource isn't a candidate as you'd expect, verify that the support rep doesn't have other assigned shifts or absences at the time of the shift. Also review the operating hours, service territory, and service territory membership configurations. - Each service resource requires a primary service territory membership. Check if the service territory membership covers the entire duration of the shift. - If a support rep has operating hours that differ from your center's hours, define operating hours on their service resource record. Operating hours on a service territory membership override what's defined on the service territory. - Check that the shift duration is fully within the operating hours on the service territory or service territory membership. Make sure that time zone translations align. To troubleshoot, widen the resource's operating hours temporarily. - If you've defined a Work Limit or Limit Non-Standard Shifts scheduling rule, check that all service resource or service territory records have a valid scheduling constraint. A value of zero can cause unreliable results. If a constraint doesn't apply, set the limit as null or to an unreachable number. A constraint on a service resource overrides what's defined on a service territory. <!-- document id=72cd979f21e946836a48d4a14c052439c1c7e6466531b45bb21c5dc19bd67895 url=/admin/current/en-us/service/264-0-0/console2_setup_save_sessions.md --> # Save User Sessions for a Salesforce Console in Salesforce Classic Administrators can save user sessions so that when you close your browser or log out of Salesforce, you can quickly return to what you were working on when you log in again. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3926e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3926e41 ">To save user sessions for a Salesforce console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3926e41 ">Customize Application</td> </tr> </tbody> </table> If a console is set up, user sessions are automatically saved so that when you log in again, the following appear: any previously open console tabs, custom console components, resized sidebar components, an open or closed search header, and interaction logs. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app. 3. Click **Edit**. 4. If user sessions aren’t saved, click Save User Sessions. 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Console uses the browser sessionStorage property to retain tabs until a user closes them. If a user logs out of Salesforce and logs in again using the same window, the previously open tabs reopen in the new session, even when Save User Sessions is disabled. #### See Also - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") <!-- document id=fbfe3baab85ac9c23e927fba7e0ad4fca5d189363d74dfe69b58594fc0c4f335 url=/admin/current/en-us/service/264-0-0/voice_save_key_aws.md --> # Save Your Private Key in AWS Account If you’re using contact center version 19 and later, save your private key from your self-signed certificate in the AWS Secrets Manager. For contact center versions 18 and earlier, add the private key to the AWS Parameter Store. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Service Cloud Voice with Partner Telephony from Amazon Connect - **[Save Your Secrets in AWS Secrets Manager](https://help.salesforce.com/s/articleView?id=service.voice_ac_save_aws_secretmanager.htm&release=264.0.0&type=5)** For contact center version 19 and later, save your secrets in the AWS Secrets Manager. - **[Save Your Private Key to the AWS Parameter Store](https://help.salesforce.com/s/articleView?id=service.voice_ac_save_private_key.htm&release=264.0.0&type=5)** Add the private key from your self-signed certificate to the AWS Parameter Store. <!-- document id=ebdc8811ffbf96c98aad63c1ea857026cb9ca6ed052b0d6245b3481d2ce336a3 url=/admin/current/en-us/service/264-0-0/voice_ac_save_private_key.md --> # Save Your Private Key to the AWS Parameter Store Add the private key from your self-signed certificate to the AWS Parameter Store. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Copy the private key from your notepad so it’s easy to paste it into AWS. 1. In the AWS Management Console, search for Systems Manager, and then click **Systems Manager**. 2. Under Application Management, click **Parameter Store**. 3. Click **Create parameter**. 4. For Name, enter a name such as callcentername-salesforce-rest-api-auth-private-key. 5. For Tier, select **Standard**. 6. For Type, select **SecureString**. 7. For KMS key source, select **My current account**. 8. For KMS Key ID, if you have another KMS key, this field is automatically populated. 9. For Value, paste the server.key private key from the self-signed certificate that you created [here](https://help.salesforce.com/s/articleView?id=service.voice_ac_generate_cert.htm&type=5&language=en_US). 10. Click **Create parameter**. <!-- document id=fa9dc9110049895070fe8e74aaaf83f40386491c22f2eb114dee1ee9bcfad6c5 url=/admin/current/en-us/service/264-0-0/voice_ac_save_aws_secretmanager.md --> # Save Your Secrets in AWS Secrets Manager For contact center version 19 and later, save your secrets in the AWS Secrets Manager. This article applies to: - Service Cloud Voice with Partner Telephony from Amazon Connect 1. In the AWS Management console, search for Secrets Manager, and then click **Secrets Manager**. 2. Locate your contact center's secret, and set the CONSUMER\_KEY\_PARAM\_NAME, PRIVATE\_KEY\_PARAM\_NAME, and SUBJECT keys within that secret. 3. Copy the values for the CONSUMER\_KEY\_PARAM\_NAME and PRIVATE\_KEY\_PARAM\_NAME keys and paste them into a text file. These values are the names of the keys within a single secret that hold the credentials. 4. Update the keys identified in your text file with their credential values. For example, if your PRIVATE\_KEY\_PARAM\_VALUE is test-contactcenter-salesforce-rest-api-auth-private-key, replace its value with the generated private key. 5. To save the secret, follow the steps as mentioned [here](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_aws_oauth.htm). <!-- document id=ddeece1f1d4838e6b4696d60bc8355be94af954a8400ed4510c0b66cf2b4944f url=/admin/current/en-us/service/264-0-0/pfs_bundling_schedule.md --> # Schedule a Field Service Bundle After you bundle service appointments, then schedule the bundle appointment to a service resource. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85546e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85546e72 ">To manage bundles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85546e72 ">Field Service Dispatcher</td> </tr> </tbody> </table> You can schedule bundle appointments by using any standard scheduling method, such as drag-and-drop scheduling from the Classic Dispatch Console Gantt, schedule actions, Get Candidates, Appointment Booking, or optimization. You can’t schedule individual bundle member service appointments. Instead, you schedule the bundle appointment itself. This is the job that gets scheduled to a resource, with the bundle member service appointments as related entities. Use the Exclude Bundle Members filter to view only bundle service appointments on the Classic Dispatch Console Gantt. Filtering lets you focus on scheduling bundle appointments without being distracted by bundle member appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can create custom filters according to your organization’s needs. If you want to create custom filters related to bundles, ask your Salesforce admin to add the Bundle and Bundle Member fields to the Field Sets on the Service Appointment object. You can then use these fields in criteria for custom filter views with the Classic Dispatch Console. <!-- document id=8144ea2d4b989dcdf78d5d6639afa82e95f4e0118205b01d30c2f6f1832e2b1e url=/admin/current/en-us/service/264-0-0/pfs_scheduling_auto.md --> # Schedule an Appointment Automatically Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39403e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39403e72 ">To auto-schedule from a service appointment: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39403e72 "> <p>One of these custom permission sets:</p> <ul> <li>Field Service Admin Permissions</li> <li>Field Service Call Center Rep Permissions</li> <li>Field Service Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To grade available time slots, Auto Schedule uses rules and objectives in a scheduling policy. In the Field Service Admin app, specify the default policy in **Field Service Settings** | **Dispatcher Console UI** | **Gantt Configurations**. To override the default, add the Scheduling Policy Used field to the service appointment layout. Before you auto-schedule the appointment, select a scheduling policy in this field. 1. Customize the service appointment page layout, and add the Auto Schedule field. Optionally, add the Scheduling Policy Used field. 2. Open the service appointment that you want to schedule, and select **Auto Schedule**. Optionally, select a scheduling policy to use instead of the default policy. 3. Click **Save**. If Auto Schedule is selected on a service appointment, wait until the appointment’s location is geocoded before scheduling it. In the Field Service Admin app, under **Field Service Settings** | **Scheduling** | **General Logic**, select **Delay auto-scheduling until appointments are geocoded** and save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - The **Delay auto-scheduling until appointments are geocoded** setting doesn’t apply to appointments without an address (such appointments are scheduled without delay). Auto Schedule uses the scheduling policy listed in the appointment’s **Scheduling Policy Used** field. If no policy is listed, the default scheduling policy in your Appointment Booking settings is used. - **Delay auto-scheduling until appointments are geocoded** works only if the Data Integration Rule for Service Appointment Address has **Bypass triggers** turned off. - We recommend waiting for the Auto Schedule to complete before updating a service appointment, otherwise your update could trigger the Auto Schedule before the service appointment is geocoded. Auto Schedule tries to find the best slot for the appointment. It’s then deselected in the appointment record regardless of whether scheduling is successful. <!-- document id=220edf88767a7ff1a65a3c00aae3ebaed9863a6c797fbcfd6517be6e19d10b4f url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_time_selector.md --> # Schedule an Appointment with an Enhanced Bot Use the time selector messaging component with your bot to schedule appointments or deliveries within a bot conversation. The component works with an Apex class or flow to present customers with a selectable list of time slots and save their responses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96534e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96534e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96534e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Support for messaging components varies by channel. Before you begin: - From the Messaging Component page in Setup, [create a time selector messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_time_selector.htm&type=5&language=en_US). When you set up a time selector, you create a prompt that instructs the customer to select a time slot. The prompt isn’t visible in the Bot Builder, but you don’t need to add a separate dialog step to send it. In the bot conversation, the prompt is sent to the customer when they reach the dialog step that references your component. You can view or edit the prompt from the Messaging Components page in Setup, in the Constants section of the Component Details page for your component. - Create an Apex class or flow that dynamically generates session-specific choices each time the component is sent. In most cases, use an Apex class. - [Example: Apex Class for Time Selector Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_apex_class.htm&type=5&language=en_US) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note These instructions assume that you use a dedicated Apex class or flow to populate the messaging component. But you can use variables from anywhere in your bot, as long as they’re of the same object type specified in the messaging component. 1. To generate a list of available time slots each time the component is sent, add an Apex class or flow to your dialog. 1. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the time selector component to. 2. From the Dialog Component Library, drag the **Apex** or **Flow** action dialog step onto the canvas. 3. In the Step Properties panel, select the Apex class or flow associated with the time selector component. 4. For each output, create or select a bot variable to store the output of the Apex class or flow. You reference these variables again in the Time Selector dialog step to show available time slots and other information to the customer. 2. Add the time selector component to your bot. 1. From the Dialog Component Library, drag the **Time Selector** dialog step onto the canvas. 2. In the Step Properties panel, select the time selector component associated with your Apex class or flow. 3. To show available time slots and other information with the component, for each input parameter, specify a bot variable. In most cases, specify the same output variables you created in the previous Apex or Flow action steps in the corresponding input parameter fields. For example, in an Apex action step, you store the output of the Messaging Time Slot Options Apex class in the Available Times object list variable. In the associated Time Selector dialog step, in the Time Slot Options input parameter, you specify the same Available Times object list variable. | Apex dialog step | Time Selector dialog step | | --- | --- | | ![An Apex action dialog step with the AvailableTimes object list output variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_time_apex.png) | ![A Time Selector dialog step with the AvailableTimes object list variable used as input](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_time_selector.png) | 4. Specify a backup rule action for the bot to use if the required input parameters don’t return any time slots to show to your customer. Select **Call Dialog** or **Redirect to Dialog**, and then select the appropriate dialog. 5. In the output section, select or create an object variable to store the customer’s choice. ![An object output variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_time_output.png) 6. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the time selection, or the bot can prompt the customer to select a time and override the original value. 7. Optionally, add repair attempts to prompt the customer to try again if the bot doesn’t recognize their response (for example, if the customer enters text instead of selecting an available time). In the Repairing Misunderstanding section, include one or two repair attempts. ![A repair attempt instructing the customer to select from the available times](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_time_repair.png) After the bot makes these attempts, tell the bot how to resolve the issue. Specify whether the bot repeats the repair attempts until the customer selects a valid choice or moves on to the next dialog step without filling the variable. 3. Optionally, add a Message dialog step to confirm the customer’s time slot selection. To include the specific time slot in the message, use standard merge syntax to reference the output variable you specified in the Time Selector dialog step. ![A message step that includes the output variable in merge syntax](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_enhanced_time_message.png) 4. Save your changes. #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") <!-- document id=ac69a789412c12bd3c7d45fcb4c5da9c89d7d768ed6a7ee3a14b17005f176709 url=/admin/current/en-us/service/264-0-0/wfs_schedule_using_priorities.md --> # Schedule Appointments by Priority in Workforce Scheduling Assign priorities to service appointments so urgent work is scheduled first, even if no time slot is available. Workforce Scheduling drops lower- or equal-priority appointments to make room when the schedule is full. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Priorities apply to scheduling actions, such as Find Candidates, Schedule New Appointment, Change Time Slot, or Schedule. Assign priority values that reflect what matters most to your business, such as strengthening customer relationships, maximizing revenue, and maintaining critical assets. Identify key priority drivers and configure your settings so that Workforce Scheduling prioritizes those appointments when scheduling. ## How Priorities Work With sliding on, the scheduling engine can drop appointments that have lower- or equal-priority from the Gantt to make room for a higher-priority appointment. A Service Appointment isn’t dropped if it’s in a pinned status. When a scheduling action runs, the engine first tries to slide existing Service Appointments on the Gantt to fit in the new appointment. If sliding doesn’t open a slot, the engine looks for lower- or equal-priority appointments it can drop. If neither succeeds — no slide, no drop, or a placement that would degrade schedule quality below your scheduling policy’s objectives — the appointment stays unscheduled and the Gantt stays as it was. ## How Priority Is Set Use the Scheduling Priority field on a Service Appointment to set its priority as a fixed value from 1-100, where 1 is the highest priority. Enter whole numbers only — Workforce Scheduling ignores anything after the decimal point. For example, 3.94 is considered as 3. Values above the priority range are treated as the lowest priority (100). If a Service Appointment has no Scheduling Priority value when created (or the value is 0), the scheduling engine uses the Scheduling Priority numeric field on the parent Work Order or Work Order Line Item instead. If this field is empty, it falls back to the Priority field (picklist) and maps these values to a 1–100 scale, such that Critical equals 1, High equals 75, Medium equals 90, Low equals 100. When the Scheduling Priority field is null or zero, the engine treats it as the lowest possible priority. When you create an appointment through the scheduling flow (Schedule New Appointment), set the Visit Priority field to Critical, High, Medium, or Low. This is similarly mapped to the 1–100 scale. ![Priority summing for multi-appointment swaps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_example.png) Priority summing for multi-appointment swaps The scheduling engine is trying to place a new Service Appointment with priority 2 into a 30-minute window. That window is currently free, but two priority-32 appointments could fit there instead (5-minute travel each; 15-minute duration each). The engine inverts the user-facing priority scale for its internal math — a lower user priority becomes a higher internal score. So: - The incoming priority-2 appointment maps to an internal score of 99. - Each of the priority-32 appointments maps to an internal score of 69, and the pair sums to 138. Because 138 beats 99 on the internal scale, the engine keeps the two priority-32 appointments and doesn’t schedule the incoming appointment. For a new appointment to displace two or more scheduled appointments, its internal priority must exceed the sum of theirs. #### See Also - [Configure Scheduling Behavior for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_behavior.htm&release=264.0.0&type=5 "Configure org-level defaults for how Workforce Scheduling schedules field appointments, such as due dates, status transitions, sliding, pinning, and travel time.") - [Prioritizing Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_priority.htm&release=264.0.0&type=5 "Priority values on Workforce Scheduling service appointments tell the optimization engine which appointments to schedule first when your team’s availability is limited. Priority reflects business factors like due dates and service level agreements — not just urgency. Optimization is relevant to field work only.") <!-- document id=0fa971456860c015f676075476bec3d43be559255f474a183aa09a6e5fb21f7d url=/admin/current/en-us/service/264-0-0/pfs_scheduling_priority.md --> # Schedule Appointments by Using Priorities Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113515e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e74 ">To set up scheduling priorities and customize the service appointment page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e74 ">FSL Admin custom permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e74 ">To schedule from the Classic Dispatch Console: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e74 "> <p>One of these custom permission sets:</p> <ul> <li>Field Service Admin Permissions</li> <li>Field Service Call Center Rep Permissions</li> <li>Field Service Dispatcher Permissions</li> </ul> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Use priorities with scheduling actions, such as Get Candidates, Book Appointments, or Schedule. To maximize the strategic value of scheduling, define priority values that reflect your unique business goals. Integrate data from across your Salesforce org to make sure that scheduling supports goals such as strengthening customer relationships, maximizing revenue, and maintaining critical assets. Identify key priority drivers and configure your settings so that scheduling actions accurately prioritize visits to reflect these values. This topic covers: - [How Priorities Work](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Field Service behavior differs depending on the optimization type you’re using and the features you’ve enabled.") - [Set Up Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Get Candidates, Book Appointments, or Schedule. Identify what drives your priorities first. Then you’re ready to configure Field Service so that scheduling actions can prioritize visits.") - [Scheduling Prioritized Appointments When Using Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5) - [Scheduling Prioritized Appointments When Not Using Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5) - [Considerations When Scheduling Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Before you use priorities to schedule appointments, review the considerations.") For examples on how to define service appointment priorities so that the most critical work is addressed promptly, see [Use Cases for Prioritizing Field Service Appointments](https://help.salesforce.com/articleView?id=service.pfs_scheduling_priority_optimization_use_cases.htm&language=en_US). ## How Priorities Work Field Service behavior differs depending on the optimization type you’re using and the features you’ve enabled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d113515e208">ENABLED FEATURES</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d113515e211">RESULT</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d113515e214">EXCEPTIONS</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d113515e217">HOW IT WORKS</th> </tr> </thead> <tbody> <tr class=""> <td data-label="ENABLED FEATURES" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e208 "> <p>With Enhanced Scheduling and Optimization:</p><a name="how__ul_v1x_srg_hcc"><!-- --></a> <ul id="how__ul_v1x_srg_hcc"> <li><a href="https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5" title="Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.">Sliding and Reshuffling</a></li> <li>Schedule over lower priority appointment </li> </ul> </td> <td data-label="RESULT" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e211 "><a name="how__ul_nwz_2yh_hcc"><!-- --></a> <ul id="how__ul_nwz_2yh_hcc"> <li>When scheduling appointments, the appointments with lower or equal priorities can be dropped from the Gantt.</li> <li>When using appointment booking, you can be offered slots, that if booked, can drop lower-priority or equal-priority appointments from the Gantt. </li> </ul> </td> <td data-label="EXCEPTIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e214 "> <p>A service appointment isn’t dropped if it:</p><a name="how__ul_c2b_hyh_hcc"><!-- --></a> <ul id="how__ul_c2b_hyh_hcc"> <li>Has a lower or equal priority<p>And</p> </li> <li>Is in a pinned status or is defined as keep scheduled</li> </ul> </td> <td data-label="HOW IT WORKS" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e217 "> <ul> <li>Slide a service resource’s appointments on the Gantt.</li> <li>If availability exists within the scheduling horizon for the appointment being scheduled, the system attempts to reshuffle dropped appointments to another day or resource. If availability exists only outside the scheduling horizon, dropped appointments return to unscheduled status.</li> <li>If there’s still no availability, search for lower-priority or equal-priority appointments that can be dropped from the Gantt.</li> <li>If a solution wasn’t found, the appointment isn’t scheduled and no changes are made to the Gantt. </li> </ul> <p style="margin-bottom:0;">If an appointment can be scheduled but the overall schedule is of a lower quality, based on your <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5" title="Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.">scheduling policy’s objectives</a>, the appointment won’t be scheduled.</p> </td> </tr> <tr class=""> <td data-label="ENABLED FEATURES" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e208 "> <p>Without Enhanced Scheduling and Optimization:</p> <p style="margin-bottom:0;">Schedule over lower priority appointment</p> </td> <td data-label="RESULT" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e211 ">When scheduling appointments or using get candidates, appointments with higher priorities can be booked over appointments with lower priorities, causing an overlap.</td> <td data-label="EXCEPTIONS" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e214 ">If a service appointment has a lower priority and is in a pinned status, it isn’t dropped from the Gantt and a higher-priority appointment isn’t booked over it.</td> <td data-label="HOW IT WORKS" class="slds-cell-wrap" style="vertical-align:top;" headers="d113515e217 ">Lower priority appointments are ignored, leading to possible overlaps.</td> </tr> </tbody> </table> ## Set Up Priorities If you have just a few urgent appointments, you can use priorities with scheduling actions, such as Get Candidates, Book Appointments, or Schedule. Identify what drives your priorities first. Then you’re ready to configure Field Service so that scheduling actions can prioritize visits. 1. Specify a priority field. 1. From the App Launcher, find and select **Field Service Admin**. 2. Click the **Field Service Settings** tab. 3. Under Scheduling, click **General Logic**. 4. Under Scheduling Priority, select a priority field. You can select one or more fields on service appointments, work orders, and work order line items. 5. Assign a fixed priority. For example, the managed package provides the Scheduling Priority field on parent work orders and work order line items. By default, Scheduling Priority values are 1 to 4, where 1 is Critical and 4 is Low. 6. Create a dynamic priority field by using a custom formula field. For example, create a formula that sets appointment priorities based on the difference between today’s date and the due date. Scheduling and optimization looks at the service appointment priority field first. If that field isn’t defined or empty, the appointment’s priority is derived from the field on the parent work order or work order line item. 2. Select a priority scale. The default priority range is a 1 to 10 scale, where 1 is the highest priority and 10 is the lowest priority. The 1 to 10 scale works well for most priority cases, but we recommend using the 1 to 100 scale, especially if your use case requires a broad range of values. Go to **Field Service Settings** | **Scheduling** | **General Logic** in the Field Service Admin app, and select the optional 1 to 100 scale. Field Service supports only whole numbers such that decimal points are ignored when calculating priorities. For example, 3.94 is considered as 3. Any number above the priority range is considered as lowest priority. 3. Customize the service appointment page layout, and add the **Schedule over lower priority appointment** field. If you aren’t using Enhanced Scheduling and Optimization and you enable this option, scheduling actions can schedule service appointments at the same time as lower-priority appointments that are already scheduled, creating an overlap. If a lower-priority service appointment is in a pinned status, other appointments aren't scheduled over it, and there's no overlap. If you’re using Enhanced Scheduling and Optimization, enable [Reshuffling and Sliding](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US). Low-priority appointments are dropped instead of overlaps occuring. ## Scheduling Prioritized Appointments When Using Enhanced Scheduling and Optimization 1. Enable [Sliding and Reshuffling](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces."). 2. Open the appointment and select **Schedule over lower priority appointment**. 3. Click **Schedule**, or **Reschedule** if the appointment is already scheduled, or if the appointment isn’t scheduled, click **Book Appointment**. 4. If an appointment is dropped from the Gantt, schedule the appointment at a later time. ## Scheduling Prioritized Appointments When Not Using Enhanced Scheduling and Optimization 1. Open the appointment and select **Schedule over lower priority appointment**. 2. Click **Schedule** or **Get Candidates**. 3. If a higher-priority appointments are scheduled over lower-priority appointments, use scheduling recipes or in-day optimization to resolve overlaps. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example To schedule an urgent break-fix when the Gantt is full, create a work order and set its priority to 1. Open the related service appointment, and click **Schedule over lower priority appointment**. Then, in the Classic Dispatch Console, select the critical break-fix appointment from the appointment list and schedule the appointment. If scheduling succeeds, the lower-priority appointment is dropped from the Gantt so that the higher-priority appointment can be scheduled (added to the Gantt). ## Considerations When Scheduling Using Priorities Before you use priorities to schedule appointments, review the considerations. - If you’re using Enhanced Scheduling and Optimization, when scheduling considers slots for the appointment, it ignores the Schedule over lower priority appointment field for already scheduled appointments. If you don’t want appointments to be dropped, use the Keep Scheduled criteria. When you’re not using Enhanced Scheduling and Optimization, scheduled appointments that have Schedule over lower priority appointment enabled, aren’t scheduled with an overlap even if they are a lower priority than the appointment being scheduled. - When you have many high-priority appointments to schedule, use In-Day or Global optimization. Optimization considers priority fields and reschedules lower priority appointments if possible. Optimization doesn’t use the Schedule over lower priority appointment field. See [Optimize Field Service Appointments Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&type=5&language=en_US). - If a service appointment with priority 2 has a 30-minute travel time and you can schedule 2 appointments with priority 32 and a 5-minute travel time (assuming all service appointments have a duration of 15 minutes), the engine prefers the two low-priority appointments because their combined priority is higher. For an appointment to unschedule two or more appointments, it must have a priority that is higher than the sum of all other appointment priorities. For example, one service appointment with priority 2 is equivalent to Enhanced Scheduling and Optimization priority 99, and two service appointments with priority 32 are equivalent to priority 69 + 69 = 138. The engine sums the priority of the two service appointments, and because it’s higher than the priority of the single high-priority service appointment, it schedules the two low-priority service appointments. - If a higher-priority appointment overlaps with a lower-priority appointment, the appointment is ignored in travel calculations. This means that travel time from the last appointment or home base and travel time to the next appointment or home base is calculated using the location of the higher-priority appointment. - If both Enhanced Scheduling and Optimization and the Sliding and Reshuffling are enabled: - When you try to schedule a complex work chain, other appointments can slide only to earlier or later in the day. The appointments can’t be reshuffled or dropped. - When you try to schedule a multiday service appointment, it can slide only to earlier or later in the day. Multiday appointments can’t be reshuffled or dropped. - When you try to schedule a high-priority service appointment, scheduled complex work chains can’t be reshuffled or dropped, even if they have a lower priority. - When you try to schedule a high-priority service appointment, multiday service appointments can’t be reshuffled or dropped, even if they have a lower priority. #### See Also - [Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.") - [Prioritize Field Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&release=264.0.0&type=5 "When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization can consider priority values when it schedules appointments to time slots.") - [Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&type=5&language=en_US) <!-- document id=85d7346c926be870b789bc3105f4a1d2a14d0d2bb9dd5ba91a82ddda9120221c url=/admin/current/en-us/service/264-0-0/pfs_scheduling_manually.md --> # Schedule Appointments from the Classic Dispatch Console You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can schedule an appointment from the Classic Dispatch Console in several ways, depending on what you’re doing and how much control you have. When you use any scheduling tool, scheduling considers the work rules defined in the scheduling policy. You can select any scheduling policy in the top-left dropdown list to help you find the best schedule. ## Drag an Appointment from the Appointment List or the Gantt Schedule an unscheduled appointment by dragging it from the appointment list into any service resource’s row on the Gantt. Reschedule a scheduled appointment by dragging it to a free time slot on the Gantt. If the assignment causes a rule violation (for example, if the resource doesn’t possess the required skill), the appointment is marked with a yellow triangle. Hover over the appointment to view its details and rule violations. Customize the drag settings from the Field Service Admin app. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI**. 3. In the Time intervals when dragging on Gantt field, enter the minutes segment. For example, if you enter 15, you can drag an appointment into slots starting at 0, 15, 30, and 45 minutes after the hour. 4. Save your changes. ## Schedule Appointments by Using the Scheduling Action You can use the Schedule action in several ways. - To schedule one or more appointments in the appointment list (mass schedule), select the appointments and click **Schedule** above the appointment list search field. The button doesn’t show Reschedule if you select an appointment that’s already scheduled. Appointments are scheduled or rescheduled in priority order. A progress bar appears in the bottom-right corner during the scheduling process. When scheduling is completed, click **View Service Appointments** to review the details. - Click a service appointment in the appointment list to show a mini view of the appointment. At the bottom of the mini view, click **Schedule** or **Reschedule**. If no candidates are available, you can bypass the scheduling policy’s rules by dragging an appointment or by selecting a different scheduling policy. - Right-click a service appointment on the Gantt and select **Reschedule** to find a better time for your appointment. - Schedule an appointment directly from the Classic Dispatch Console map. First, pop out the map by clicking ![Popout icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_popout.png) on the Map tab, and then click an appointment icon (1) to show its details. Click **Schedule** (2) to schedule the appointment. ![Schedule from map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_map_schedule.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - When you’re using Enhanced Scheduling and Optimization, if sliding or reshuffling is enabled, you can schedule critical appointments even when the Gantt seems to be full. Depending on the [Sliding and Reshuffling option](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US) selected in Field Service Settings, you can use the Schedule action on an appointment to slide scheduled appointments to the left (earlier) or right (later) and make room for a new appointment. If you select **Sliding and Reshuffling**, the Schedule action can also move preexisting appointments to other days or, if there’s no availability, to another resource to schedule the appointment. Also, if you select **Schedule over lower priority appointment** for an appointment, the Schedule action can drop a lower-priority appointment from the schedule. - If a multiday service appointment has a defined arrival window, scheduling and rescheduling isn't supported. #### See Also - [Working in the Field Service Classic Dispatch Console Appointment List](https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5 "Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments.") - [Schedule Appointments from the Record Feed](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5 "In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record.") - [Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.") - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.") <!-- document id=5632b22748e9e34bfdebf2fbd87e57ae9c8ade929cc3d6d7839b4e7ad93524b5 url=/admin/current/en-us/service/264-0-0/pfs_booking.md --> # Schedule Appointments from the Record Feed In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d163154e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 ">To schedule an appointment using the Book Appointment or Candidates action:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 "> <p>Field Service Admin</p> <p>OR</p> <p>Field Service Call Center Rep</p> <p>OR</p> <p style="margin-bottom:0;">Field Service Dispatcher</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 ">To view the Change Scheduling Policy field on the Book Appointment action:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 "> <p>Policy Picker In Appointment Booking custom permission</p> <p>AND</p> <p style="margin-bottom:0;">Read permission on the Scheduling Policy object</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 ">To view the Change Scheduling Policy field on the Candidates action:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163154e72 "> <p>Policy Picker In Get Candidates custom permission</p> <p>AND</p> <p style="margin-bottom:0;">Read permission on the Scheduling Policy object</p> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For help scheduling emergency appointments, see [Schedule Emergency Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5 "In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately."). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:13.812154696132598%"> <col style="width:20.718232044198896%"> <col style="width:33.011049723756905%"> <col style="width:32.4585635359116%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d163154e162">Action</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d163154e165">Used By</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d163154e168">Options Provided</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d163154e171">ADDITIONAL INFORMATION</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e162 ">Book Appointment</td> <td data-label="Used By" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e165 "> <p>Support agents or customers. For example:</p> <ul> <li>Call center reps can use it to schedule an appointment for a customer over the phone</li> <li>Customers can use it if the action is embedded in your Experience Builder site</li> </ul> <p style="margin-bottom:0;">To ensure that Experience Builder site users have sufficient access to the data required to perform appointment booking, we recommend using the Appointment Booking Communities Lightning component, and not the standard Visualforce component.</p> </td> <td data-label="Options Provided" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e168 "> <p>Arrival windows, which are based on the default operating hours selected in your appointment booking settings. </p> <p style="margin-bottom:0;">If you’ve added <a href="https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5" title="Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.">customer-specific operating hours</a> to an entitlement on the related work order, the options provided are based on those hours. </p> </td> <td data-label="ADDITIONAL INFORMATION" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e171 "> <p>If you're using Enhanced Scheduling and Optimization, and your Salesforce admin has enabled <a href="https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5" title="Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.">Sliding and Reshuffling</a>, you can schedule critical appointments even when the schedule seems to be full. </p> <p style="margin-bottom:0;">If <strong class="uicontrol">Schedule over lower priority appointment</strong> is enabled, higher priority appointments take priority over lower priority appointments, and a lower priority appointment can be dropped once you select a time slot. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5" title="Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.">Schedule Appointments by Using Priorities</a> for more information and use cases.</p> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e162 ">Candidates</td> <td data-label="Used By" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e165 ">Typically, only call center reps.</td> <td data-label="Options Provided" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e168 ">Appointment time slots, organized by service resource. The time slots are based purely on empty space in mobile worker schedules, not arrival windows, making this action ideal for appointments where no coordination is needed with the customer.</td> <td data-label="ADDITIONAL INFORMATION" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d163154e171 "> </td> </tr> </tbody> </table> 1. Open the record that requires an appointment. 2. In the Chatter feed, select either **Book Appointment** or **Candidates** based on your needs. If the action isn’t available, select the page layout and [add the quick action](https://help.salesforce.com/s/articleView?id=platform.adding_actions_using_ple.htm&type=5&language=en_US). For appointment booking, we recommend that you add the action; don’t add the AppointmentBookingVf Visualforce page using Lightning App Builder. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Avoid putting the **Book Appointment**, **Candidates**, and **Emergency** chatter quick actions in Salesforce Classic Publisher and Salesforce Mobile and Lightning Experience as the first actions in your page layout to prevent triggering these actions every time a record is loaded. - Adding global actions into flows using Lightning Web Components isn't supported. 3. If you’re creating an appointment for a work order or work order line item, leave the work type as is. It’s defined on the parent record and can’t be updated from the Chatter action window. The work type serves as a template that provides skill requirements, duration, and [other data](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5 "Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.") used in scheduling the work. 4. Optionally, update the address and service territory, which are typically inherited from the parent record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When an appointment isn’t geocoded with a latitude and longitude, Book Appointment geocodes it and formats the address as follows. ``` Street number and Street name (the number is always first) City, State, Zipcode Country ``` 5. To view time slots for yourself only, click **Assign to Me**. You see this option if you’re associated with a service resource record. If a [Required Resources work rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&release=264.0.0&type=5 "The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.") isn’t included in your default scheduling policy, this checkbox is ignored and the system returns all the possible slots for all resources. 6. If you clicked **Book Appointment**: 1. To change the earliest start permitted and due date, click **Show more options**. 2. To view a graded list of available arrival windows, click **Get Appointments**. The list considers all scheduling constraints, such as the current schedule and work rules, and is graded according to the service objectives. Depending on your [appointment booking settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&release=264.0.0&type=5 "Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app."), arrival windows can be flagged as Ideal or Recommended or shown in yellow to indicate a prime window. To see how each window ranks against the scheduling policy’s service objectives, click its information icon. 3. To view a wider range of service appointment dates, click **Extend Dates**. 4. To create the service appointment, select an arrival window. You can then view its details. 7. If you clicked **Candidates**: 1. Click **Get Candidates** to view a list of available service resources. 2. Click a resource’s name to view their open time slots, which are scored 0–100 based on how well the slot matches the applied scheduling policy. 3. To schedule the appointment, select a time slot in a resource’s list and click **Schedule to \[name\]** 8. To rerun the search using a different scheduling policy than the default policy, select a policy in the **Change Scheduling Policy** field. Book Appointment Window ![Book Appointment action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_book_appt.png) Candidates Window ![Candidates action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_candidates.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - If you use Book Appointment from objects other than work orders or work order line items, this action creates a work order, and the service appointment is created for that work order. For instance, the Book Appointment scheduling action from an asset record creates a related work order and service appointment. - Pinned service appointments can't be rescheduled using the Book Appointment, and Get Candidates scheduling actions. - Choosing the same or adjacent appointment slots at the same time can create overlaps on the dispatch console. Service appointment overlaps can occur if there are long-running customizations. We recommend such customizations be asynchronous. Travel or lunch break overlaps can also occur. Contact your Salesforce rep to change the custom setting that checks for appointment changes during the entire day, and prevents travel overlaps. In this case, false positive errors can occur if there’s no real overlap. - Book Appointment ignores the arrival window defined on the service appointment so you can get different arrival window times. Get Candidates respects the arrival window on the service appointment if the scheduling policy includes a Match Time Rule for the arrival window fields (Scheduled Start and Scheduled End work rules). - If you're using Enhanced Scheduling and Optimization, the Objective Calculation explanation is missing for Get Candidates and Appointment Booking. - After you click **Book Appointment**, don't manually edit the Arrival Window Start or Arrival Window End on the service appointment before selecting a slot. Book Appointment schedules against the arrival window currently saved on the service appointment, not the one shown when the slots were retrieved. If the saved arrival window has changed and falls outside the range of the displayed slots, scheduling fails, for example, there are no service resources that match the requirements. If you must change the arrival window, click **Book Appointment** again before selecting a slot. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5 "Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces.") - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.") - [Schedule Appointments from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5 "You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt.") <!-- document id=e6a99e9182b60c0586603f74613fb3ea6b3afdee179fecb2d730a0a2c8737ce7 url=/admin/current/en-us/service/264-0-0/pfs_offsite_service_appointments.md --> # Schedule Appointments Without Travel Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d45198e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45198e69 ">To mark an appointment as offsite:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45198e69 "> <p>Edit on service appointment</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Edit on the Offsite Appointment field</p> </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. In Setup, go to Field Service Settings and make sure that Field Service Enhanced Scheduling and Optimization is enabled. 2. To mark an appointment as offsite, select **Offsite Appointment** on the service appointment record. For orgs created in Spring '23 and earlier you must add the Offsite Appointment field to the Service Appointment page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - If the Service Resource Availability work rule is configured with Travel From Home or Travel To Home at the expense of work time, and the last appointment of the day is an offsite appointment, scheduling an appointment at any time of the day results in a resource availability rule violation. This rule violation occurs because the appointment's travel time is calculated after the offsite appointment. - If the Service Resource Availability work rule is configured to have a fixed gap (minimum break time between service appointments), the Offsite Appointment setting is ignored on the service appointment record, such that travel time to the appointment is still calculated and displayed on the Gantt. - If there's no address on the service appointment or [resource absence](https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&type=5&language=en_US), or if the service appointment is marked as offsite, the travel time is updated based on the last known location. If the resource absence overlaps with the shift end, optimization uses the resource's home base location to calculate the travel time. If an offsite appointment is the last appointment of the day and is scheduled to end at the same time or after the shift's end time, it’s assumed that the appointment is performed at the resource's home base. Travel time from the previous appointment is calculated to the home base location. - Scheduling appointments isn't supported for the day if two resource absences without addresses occur back-to-back at the end of the day. However, if an end-of-day resource absence follows two overlapping resource absences, the overlapping absences are ignored. In this case, the resource's home base is used to calculate travel time, and scheduling is allowed. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Before you send out a technician to a remote location, you try to resolve the customer’s issue by remote troubleshooting. Mark the appointment as offsite before booking the appointment so that no travel time is calculated for that appointment. ![A screenshot of the service resource map showing two service appointments marked as offsite](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_offsite_appointment_example.png) The service resource map view shows the two appointments on the right side of the map marked as offsite, as no travel is calculated to and from these appointments. Do you want the technician to perform administrative tasks at the end of the day? Before scheduling the appointment, mark the appointment as offsite. ![A screenshot of the service resource map that showing two service appointments marked as offsite](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_offsite_appointment_example_icon.png) To highlight the offsite appointments, consider using an icon by populating the Gantt Icon field on the appointment with a URL pointing to an image. If an offsite appointment is the last appointment of the day, travel to the homebase is calculated. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=d0656ee87fd59301a05da5e0b796703c70793da0274402a5a22313b77ad830cc url=/admin/current/en-us/service/264-0-0/csi_schedule_clustering.md --> # Schedule Clustering To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, schedule the clustering transform. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited,</strong> and <strong>Developer</strong> Editions with Data 360 enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d1624e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1624e71 ">To manage data transforms:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1624e71 ">Data Cloud Architect</td> </tr> </tbody> </table> 1. To schedule clustering, from Apps, open **Data Transforms**. 2. For Clustering Transform, click **Schedule**. ![Schedule your data transform.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_clustering_transform.png) 3. Enter details to schedule the transform. For more information on scheduling, see [Schedule a Batch Data Transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_schedule.htm&type=5&language=en_US). 4. Save your changes. <!-- document id=2eca73540ce7da8fc99c8802d573ea76b7ec26ec644697018e8f3ba963163d8c url=/admin/current/en-us/service/264-0-0/pfs_emergency.md --> # Schedule Emergency Appointments In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Schedule an Emergency Appointment - From any standard or custom object record, click the **Emergency** action in the Chatter feed. If you don’t see the action, ask your admin to add it to the page layout. - Select a work type, address, and service territory, and click **Emergency Dispatch** to generate a list of available service resources and display a map of your team. Click a resource on the map to see: - Their route to the emergency service and ETA. - The data (breadcrumb) that their location is based on. The _Last known location validity_ field in the emergency booking settings controls the location logic. - A **Dispatch** button, which assigns the appointment to them. - If you’re having trouble finding a candidate, select a different scheduling policy directly on the map or modify your emergency booking settings. - If you want a candidate to complete their current appointment before heading to the emergency appointment, change the dispatcher setting on the map from “as soon as possible” to “after current Service Appointment”. Changing this setting updates the candidates’ ETA. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Click **Candidates** to view a list of all candidates organized by ETA. Hover over a resource name in the list to see options to dispatch them or view them on the map. - Quickly spot emergency appointments in the Gantt by looking for the lightning icon. ## Customize Emergency Booking Settings From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings**. Then, click **Global Actions** | **Emergency Wizard**. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44813e153">Setting Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44813e156">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency scheduling policy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> The default policy that is used to find resources to assign to an emergency appointment. We recommend using an Easy policy with softer rules to ensure that more candidates are returned. </td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Last known location validity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> The number of minutes after which a data breadcrumb—like resource location or geolocation—is no longer valid. For example, if the breadcrumb validity is 20 minutes and the Last Known Location of resource X was last updated 30 minutes prior, the emergency dispatcher calculates the resource’s ETA based on the location of the last appointment they completed, or (if no appointments were completed that day) their home base. The home base is the resource’s service territory member address, or if not applicable, their service territory address.</td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 "> <p> Ideal availability grade </p> <p style="margin-bottom:0;">Good availability grade</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> <p>The grading of candidates, which is color-coded. In the breadcrumbs example:</p> <ul> <li>Resources who can reach the appointment in less than 30 minutes are ideal candidates.</li> <li>Resource who can reach the appointment between 30 and 60 minutes are good candidates.</li> <li>Resources who can reach the appointment after 60 minutes are bad candidates.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency search timeframe</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 "> <p>The amount of time you have to resolve the emergency, not counting the appointment duration. The <kbd>Earliest Start Permitted</kbd> on the appointment is set to the current time, and the <kbd>Due Date</kbd> is the current time + appointment duration + Emergency Search Timeframe. </p> <p style="margin-bottom:0;">For example, if an appointment requires 1 hour of work and the Emergency Search Timeframe is 360 minutes (6 hours), the emergency wizard shows only resources who can travel to and complete the task in the next 7 hours. </p> </td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Allow Chatter post</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">In an emergency appointment dispatch, the dispatcher is shown the option to make a custom Chatter post or not post at all. If this option isn’t selected, no Chatter post is made.</td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Emergency Chatter Post Destination</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">Choose whether the Chatter post notifying the assigned resource about the appointment is added to the appointment’s feed or its parent record’s feed. </td> </tr> <tr class=""> <td data-label="Setting Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e153 ">Pin After Dispatch</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44813e156 ">Pin the appointment after it is dispatched.</td> </tr> </tbody> </table> ## Considerations and Limitations Review these limitations and considerations. - Emergency Dispatch uses the service resource’s Last Known Location to calculate the appointment’s travel time as long as it is within the Last known location validity time frame. Travel time to the appointment is calculated using Real-Time Travel (provided by Google) and the schedule is based on this travel time. After you dispatch an appointment the ETA is updated according to the last service appointment location, or according to the resource’s home base (if no appointments are scheduled on that day before the Emergency appointment). Travel time is calculated using the travel time calculation preferences set in the Routing section of Field Service Settings (aerial, SLR, predictive travel, or point-to-point predictive routing). - Emergency service appointments don’t consider status transitions when their status is changed to any status in the Dispatched status category. - The Emergency Chatter action doesn't support multiday service appointments, bundled service appointments, or service appointments with a scheduling dependency. - The emergency wizard shows a maximum of 25 candidates. #### See Also - [Customize Field Service Appointment Chatter Settings](https://help.salesforce.com/s/articleView?id=service.fs_appointment_chatter_settings.htm&release=264.0.0&type=5 "In Field Service, control whether custom Gantt Chatter posts, dispatch posts, and emergency posts are shared on service appointments or on service appointment parent records.") - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=7462016e471da3aecfe279105dc86c3955601d66afc51811b2b5f2daf1ab2adf url=/admin/current/en-us/service/264-0-0/wfs_schedule_field_flow_guest.md --> # Schedule Field Appointments as Guest Users Customers, partners, and prospects can schedule field appointments with service resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17250e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17250e64 ">To schedule, reschedule, or cancel field appointments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17250e64 ">Workforce Scheduling CRM User</td> </tr> </tbody> </table> 1. Depending on whether you’re a guest or existing customer, specify these details. - Guest: Enter your details. - Existing customer: Enter your credentials and navigate to **My Appointments**. 2. Click **Book an Appointment**. 3. Select **At your location**. For field appointments, the service territory is automatically selected. 4. Enter your address. 5. Select a date and time. 6. Confirm the appointment. <!-- document id=7458256ee9bc80bc89c636347e0543e5f6a88e1d5e934ccb33f30e8d716ce079 url=/admin/current/en-us/service/264-0-0/workforce_engagement_schedule_manager.md --> # Schedule Manager The Schedule Manager is a Gantt-style scheduling interface available in the Service Console. It gives planners a real-time visual overview of shifts, staffing levels, and coverage across service territories and job profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> Planners open the Schedule Manager directly from the Service Console navigation bar. It is also accessible from the navigation menu under **Schedule Manager**. ## Accessing Schedule Manager From the Schedule Manager, planners can: - View shifts across a full week or a single day in a Gantt calendar - Switch between a **Service Resource view** and a **Job Profile view** - See staffing metrics — Net Staffing, Scheduled Staffing, and Required Staffing — at a glance - Create, edit, and manage shifts without leaving the calendar - Link a Capacity Plan to drive staffing targets in the view ## Week View The Week View is the default view in Schedule Manager. It displays shifts across a 7-day span, with each day represented as a column (Mon through Sun). At the top of the calendar, a summary panel shows three staffing metrics across each day of the week: | Row | Description | | --- | --- | | Net Staffing | The difference between scheduled and required staffing. Positive values indicate overstaffing; negative values indicate a gap. | | Scheduled Staffing | The total number of support reps scheduled to work during each interval of the day. | | Required Staffing | The number of support reps needed based on workload forecasts. Populated when a Capacity Plan is linked to the view. | Below the summary panel, shifts are grouped by service territory (for example, JAP, LA, NY, SF, TLV). Each territory row shows the territory name, resource count, and local time zone. Expand a territory to see the individual service resources and their assigned shifts for the week. To navigate the Week View: - Use the < > arrows to move backward or forward by one week. - Click **Today** to return to the current week. - Click the **date picker** to jump to a specific week. - The **Adjust View** panel (gear icon) lets you toggle **Show Territory Time Zone** and link a **Capacity Plan** to populate the Required Staffing row. ## Day View The Day View shows shifts for a single day, with hourly time slots displayed horizontally across the calendar. It provides a more granular look at coverage within a day. To switch to Day View, click the **Week** dropdown and select **Day**. The calendar re-renders to show the selected date across a 24-hour timeline (12am through 11pm). The same three staffing metric rows (Net Staffing, Scheduled Staffing, Required Staffing) appear at the top, now broken down by hour instead of by day. Below the metrics, service territories expand to show individual resources and their shift blocks positioned along the hourly timeline. Day View also shows two tabs above the Gantt area: | Tab | Description | | --- | --- | | Shifts | Shows shifts that need to be assigned or reviewed for the selected day. | | Activities | Shows shift segment activities that need attention. | To navigate Day View, use the < > arrows to move to the previous or next day, click **Today** to jump to the current date, or use the **date picker** to select a specific day. ## Service Resource View The Service Resource view groups the schedule by individual support reps, organized within their service territory. This is the default grouping when you open Schedule Manager. Each service territory appears as a collapsible group header showing: - Territory abbreviation (for example, **SF, LA, NY**) - Resource count for that territory (for example, Resources: 1) - Local time zone and current local time Expand a territory to see a row for each service resource assigned to it. Each row shows the support rep's name and any shifts assigned to them during the selected time period as color-coded blocks on the Gantt. Shift blocks are color-coded by status: | Color | Status | | --- | --- | | Orange stripe | Tentative | | Blue stripe | Published | | Green stripe | Confirmed | Unassigned shifts appear in an **Unassigned Shifts** section at the top of the territory list. ## Using Service Resource View Service Resource view is best for answering questions like: - Which agents are scheduled this week? - Does a specific agent have gaps or overlapping shifts? ## Job Profile View The Job Profile view groups the schedule by job profile rather than by individual agent. This view is most useful for planners who need to understand staffing coverage by skill or work type across the contact center. To switch to this view, click the **Service Resource** dropdown and select **Job Profile**. The calendar re-renders with job profiles as the row groupings. Each job profile (for example, Billing Calls, Billing Cases, Info Chats) appears as a collapsible group header. The header displays four key metrics for the selected period: | Metric | Description | | --- | --- | | Resources | The number of service resources assigned to this job profile. | | Net Staffing | Net difference between scheduled and required coverage (shown in green for surplus, red for deficit). | | Coverage % | The percentage of required time intervals that have at least one agent scheduled. | | Utilization % | The percentage of scheduled capacity being used relative to available capacity. | Expand a job profile to see a sub-row for each service territory that has resources assigned to that profile. Each sub-row shows the shift hours and number of shifts for that territory. ## Using Job Profile View Job Profile view is best for answering questions like: - Is the Billing Calls queue adequately staffed this week? - Which job profiles have coverage gaps? - How is utilization distributed across work types? ## Creating Shifts from Schedule Manager Planners can create, template-based, and pattern-based shifts directly from the Schedule Manager toolbar — without switching to the Shifts app. ## Create a New Shift From Schedule Manager, click **New**. The **New Shift** form opens in a new subtab. Fill in the required fields: - **Start Time** and **End Time** (date and time) - **Status** (Tentative, Published, or Confirmed) Optionally fill in: - **Job Profile** — the skill or work type required for the shift - **Service Territory** — where the shift takes place - **Service Resource** — the support rep to assign - **Time Slot Type** — Normal or custom type - **Label** — a custom label for the shift - **Non-Standard** — mark shifts that are less desirable (for example, weekends or overnight) - **Background Color** — choose a custom color to visually distinguish the shift in the Gantt Review the **Shift Cell Preview** to see how the shift will appear in the calendar. Click **Save**, or **Save & New** to create another shift immediately. ## Create Shifts from a Template Click **New from Template** to open the shift creation form pre-populated with a template's fields. Templates speed up shift creation when the same shift pattern repeats frequently. ## Create Shifts from a Pattern Click **New from Pattern** to create multiple shifts at once using a repeating shift pattern. Specify the service resource, pattern, and date range, and the system generates all matching shifts. <!-- document id=7753f3e96d461beb215db277dba08e9b59a8cbc3a52a688299bd646f31279d6f url=/admin/current/en-us/service/264-0-0/wfs_schedule_appointments_experience_cloud.md --> # Schedule On-Site Appointments on an Experience Cloud Site Customers, partners, and prospects can schedule a meeting with service resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5858e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5858e64 ">To schedule on-site appointments as a guest:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5858e64 ">Workforce Scheduling Guest User</td> </tr> </tbody> </table> Customers start on the Experience Cloud site where you added the scheduling flows. The first step of the flow asks whether the customer is a guest or an existing customer, so the same flow serves both unauthenticated guests and signed-in customers. 1. Specify whether you're a guest or an existing customer. - Guest: specify your details. - Existing customer: enter your details to log in. 2. Navigate to **My Appointments**. 3. Click **Schedule a New Appointment**. 4. Select **On-site**. 5. Search for and select a branch. 6. Select a date and time. 7. Confirm the appointment. <!-- document id=c2acbfaa0b9d5c1aaec7f67d5c147988e69d1ff528920cb8e9b6a1872fcf995a url=/admin/current/en-us/service/264-0-0/fs_resource_availability_landing.md --> # Schedule Service Appointments Based On Resource Availability Define working hours, shifts, capacity, holidays, and absences to understand when your employees are available for work. - [Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_oh_create.htm&type=5&language=en_US) - [Shifts](https://help.salesforce.com/s/articleView?id=service.fs_shifts_setup.htm&type=5&language=en_US) - [Resource capacity](https://help.salesforce.com/s/articleView?id=service.fs_define_resource_capacity.htm&type=5&language=en_US) - [Holidays](https://help.salesforce.com/s/articleView?id=service.fs_oh_holidays.htm&type=5&language=en_US) - [Resource Absence](https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&type=5&language=en_US) <!-- document id=e0d7bd47770323057224a29a34328cbf82991d459b9a12d563e10750aba7913e url=/admin/current/en-us/service/264-0-0/pfs_scheduling_appointments.md --> # Schedule Service Appointments for Field Service You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Schedule Appointments from the Record Feed](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5)** In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record. - **[Guidelines for Choosing Between Book Appointment and Get Candidates](https://help.salesforce.com/s/articleView?id=service.pfs_booking_guidelines.htm&release=264.0.0&type=5)** Appointment Booking and Get Candidates are scheduling actions in Field Service that serve different purposes and different user roles. Choose the right one to maximize operational efficiency, user adoption, and customer satisfaction. - **[Schedule Appointments from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5)** You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt. - **[Schedule an Appointment Automatically](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_auto.htm&release=264.0.0&type=5)** Schedule a Field Service appointment in a hurry with Auto Schedule—right from the appointment itself. Auto Schedule finds the best available slot based on your scheduling policy. - **[Guidelines for Avoiding Apex CPU Timeouts in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments_cpu_timeout.htm&release=264.0.0&type=5)** Apex CPU timeout is a common limit that is sometimes reached during the Appointment Booking or Candidates actions. This timeout occurs when too many available candidates or too many scheduling slots are provided for appointment booking. - **[Complex Work in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&release=264.0.0&type=5)** To stay on top of complex projects and multistage work, create scheduling dependencies between related service appointments. Scheduling dependencies help you account for situations when technicians need to perform related service appointments in a certain order. For example, ensure that a particular appointment can’t start until a related appointment is complete or that two appointments must start at the same time. - **[Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5)** Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments. - **[Schedule Emergency Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_emergency.htm&release=264.0.0&type=5)** In Field Service, swiftly schedule, dispatch, and track emergency appointments with the help of a real-time map view. The Emergency Chatter action on a service appointment shows a map view of your closest field resources so that you can dispatch work immediately. - **[Schedule Appointments Without Travel](https://help.salesforce.com/s/articleView?id=service.pfs_offsite_service_appointments.htm&release=264.0.0&type=5)** Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled. - **[Update a Field Service Appointment’s Status](https://help.salesforce.com/s/articleView?id=service.pfs_change_status_manual.htm&release=264.0.0&type=5)** You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places in Salesforce. #### See Also - [Create Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_appointments.htm&release=264.0.0&type=5 "Service appointments represent field service visits to customers. While work orders describe the work to be performed. You can have multiple service appointments (visits) per work order, depending on the nature of the job. For example, if a customer orders the installation of multiple devices, each visit is a separate service appointment. The service appointment provides the scheduling and assignment details.") - [Unschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_unscheduling.htm&release=264.0.0&type=5 "Unschedule service appointments from the Classic Dispatch Console or a service appointment record.") - [Reschedule Service Appointments in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_rescheduling.htm&release=264.0.0&type=5 "Reschedule service appointments manually or let Field Service do it for you. Review the use cases to gain a better understanding of how the tools differ and which tool best suits your needs.") - [Customize Appointment Booking Settings](https://help.salesforce.com/s/articleView?id=service.pfs_global_actions.htm&release=264.0.0&type=5 "Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app.") <!-- document id=68979339d555fa6b159dff230bffc1a43325102a83d318e0462fc4e21838fc71 url=/admin/current/en-us/service/264-0-0/vaccine_packages_hv_schedule_notifications_mc.md --> # Schedule the Confirmation and Verification Emails With the Developer Console, you can schedule the `SendConfirmationEmails` and the `SendVerificationEmails` Apex class ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Complete these steps to schedule the confirmation and verification emails. 1. Schedule the `ScheduleConfirmationEmails` Apex class through the Developer Console. We suggest scheduling the ScheduleConfirmationEmails every 5 minutes. **Sample code for the confirmation email:** ``` for (Integer i = 0; i < 60; i = i + 5) { System.schedule('Confirmation ' + i + ' mins', '0 ' + i + ' * * * ?', new safetycloud.ScheduleConfirmationEmails()); } ``` 2. Schedule the `ScheduleVerificationEmails` Apex class through the Developer Console. We suggest scheduling the ScheduleVerificationEmails every 10 minutes. **Sample code for the verification email:** ``` for (Integer i = 0; i < 60; i = i + 10) { System.schedule('Verification ' + i + ' mins', '0 ' + i + ' * * * ?', new safetycloud.ScheduleVerificationEmails()); } ``` #### See Also - [Set up Marketing Cloud Engagement to Send Customer Health Verification Notifications](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_hv_notifications_mc.htm&release=264.0.0&type=5 "Prepare and send COVID-19 health verification notifications such as confirmation and status updates to your customers. Send notifications using Content Builder and Journey Builder in Marketing Cloud Engagement.") - [Define the Send Definitions Configured in Marketing Cloud Engagement](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_define_send_defintions_mc.htm&release=264.0.0&type=5 "Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects.") - [Set up an Email Template for Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_email_templates_hv.htm&release=264.0.0&type=5 "You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email.") - [Apex Scheduler](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_scheduler.htm) <!-- document id=c9c2dd0d91c161698c913ea1d18119cbdc0052e7f9ebf6d6fa8e459424fcbd1d url=/admin/current/en-us/service/264-0-0/omnichannel_schedule_work_items_for_future_routing.md --> # Schedule Work Items for Future Routing Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Schedule work item routing supports callbacks, where a customer requests to be contacted at a later time rather than waiting on hold, or for internal follow-up reminders. When you configure the Route Work action, choose the **Schedule a date and time** option to define a specific date and time variable to determine exactly when routing begins. ## Monitor Scheduled Work in Command Center for Service - Scheduled work items appear in the Command Center for Service dashboard within the relevant Backlog tabs. - Look for the Schedule Date and Time field. This column displays the specific moment the Pending Service Routing (PSR) record is set to enter the active matching queue. - These items remain in the backlog view and begin matching with logged-in users only once the scheduled date and time passes. - Anticipate high-volume periods where many scheduled callbacks trigger simultaneously. - Report on both the Scheduled Date and the Accepted Date to measure how closely the system met the requested routing time. - **[Configure Scheduled Routing in Flow Builder](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_scheduled_routing.htm&release=264.0.0&type=5)** Delay the routing of a work with Scheduled Work. Define a specific future date and time to route the work. <!-- document id=8d95740e74325cf9df7ef57c68f4ca39d8a84b280fec4517ce14fb68aed318b9 url=/admin/current/en-us/service/264-0-0/wfs_schedule_reshedule_unschedule.md --> # Schedule, Reschedule and Unschedule Appointments Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Records You Schedule in Workforce Scheduling Workforce Scheduling manages appointments using several record objects. Users schedule and rearrange these records in similar ways, though some actions apply only to certain objects. Visit The record for appointments that take place in the field at the constituent’s location, such as a home, business, or inspection site. Each visit maps to an underlying service appointment—users schedule the visit, and the service appointment updates in the background. Interaction The record for on-site appointments that take place at a physical location, such as a branch or office. The record object users schedule for a customer or constituent engagement, for an office. Each interaction maps to an underlying service appointment—users schedule the interaction, and the service appointment updates in the background. Service appointment The record that stores the resource assignment and the scheduled start and end times. Every scheduled record maps to a service appointment. A service appointment can be an underlying appointment for a Visit or Interaction, or a leading scheduling object. ## Automatic and Manual Scheduling Workforce Scheduling offers automatic and manual ways to schedule and change appointments. Automatic actions run based on the active scheduling policy. The Schedule action assigns the appointment to the best resource and time slot in one step. Reschedule automatically reassigns an already scheduled appointment. These actions run from the Operations Console or [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). Manual actions put the time slot selection in the user’s hands. Find Candidates (field scheduling only) grades qualified resources and their available time slots, and the user selects a slot to assign the resource and schedule the appointment. The Schedule a New Appointment, Change Time Slot, and Cancel Appointment actions run a guided flow that provides a list of time slots for the user to select from. These actions use the default scheduling policies (defined in Setup, under **Workforce Scheduling** | **Scheduling and Optimization** | **Appointment Scheduling Logic** | **Scheduling Policies**). Drag-and-drop and changing the status in the Operations Console lets a dispatcher schedule appointments directly. ## Scheduling Actions Several scheduling actions are available in Workforce Scheduling. Where users find each option depends on the scheduling object. With the right permissions, users launch these actions from the Operations Console, a record page, or [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). | Action | What it does | Applies to | Where users find it | Learn more | | --- | --- | --- | --- | --- | | Cancel Appointment | Removes the appointment from the Gantt, frees the assigned resource’s time, and updates the status to Canceled. Canceling a visit or interaction also updates its linked service appointment. | On-site and Field | Operations Console, service appointment, visit, or interaction record page, API | Workforce Scheduling Flows | | Change Time Slot | Opens a flow that lets the user select a different time slot for the appointment. | On-site and Field | Operations Console, service appointment, visit, or interaction record page, API | Workforce Scheduling Flows | | Drag-and-drop | Manually places an appointment on a resource and time slot. | On-site and Field | Operations Console, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Find Candidates | Returns a ranked list of resources and time slots (intervals of availability) for the user to select from. | Field | Operations Console (Gantt, appointment list, or map), API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Reschedule | Moves the appointment to a different time slot or resource. The appointment record stays active and its status doesn’t change. | Field | Operations Console, service appointment or visit record page, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) [Schedule, Reschedule, and Cancel Field Appointments with a Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_field_flow.htm&release=264.0.0&type=5 "Manage field appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel a field appointment where a service resource travels to the customer’s location.") | | Schedule | Automatically assigns the appointment to the best resource and time slot based on the active scheduling policy. | Field | Operations Console (Gantt, appointment list, or map), right-click menu, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Schedule a New Appointment | Opens a scheduling flow which provides a list of slots for the user to select from. The flow assigns a resource to this time slot. | On-site and Field | Case or Application Form record page, Operations Console, API | Workforce Scheduling Flows | | Unschedule | Removes the resource assignment and clears the scheduled start and end times. The appointment returns to the unscheduled pool with status Unscheduled. | Field | Operations Console, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | #### See Also - [Service Appointments, Visits, and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_manage_sa_visits_interactions.htm&release=264.0.0&type=5 "Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly.") - [What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5 "A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.") - [How Workforce Scheduling Visits Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5 "Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") <!-- document id=760efb7c906628c457bb7a02a622d4503308ad5219954ee64dc1d4b09071342f url=/admin/current/en-us/service/264-0-0/wfs_schedule_field_flow.md --> # Schedule, Reschedule, and Cancel Field Appointments with a Scheduling Flow Manage field appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel a field appointment where a service resource travels to the customer’s location. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12308e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12308e67 ">To schedule, reschedule, or cancel field appointments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12308e67 ">Workforce Scheduling Field Resource OR Workforce Scheduling Dispatcher</td> </tr> </tbody> </table> Field appointments require a service resource to travel to the customer, so the scheduling flow works with the customer’s address and service territory. A service territory defines the area in which service resources serve customers, and the operating hours on the service territory define the time zone for the slots. The scheduling flow operating hours, resource availability, and Account operation hours are used to validate the visiting hours for when a service can be provided for an account. The scheduling flow ranks candidate time slots based on scheduling considerations defined in your active scheduling policy, such as skills, availability, and travel time. The highest-graded slots receive the Ideal and Recommended tags to help you choose the best option. The default scheduling policy and default operating hours for the slot windows, used to generate time slots, are defined in Setup, under Workforce Scheduling > Scheduling and Optimization. You can select a different policy in the flow. The scheduling flow also uses data from related records, including Preferred Resource, Visiting Hours, Excluded Resource, Required Resource, and Entitlement. You don’t enter this data in the flow. For visits, the flow derives this data from the Account. For service appointments, it pulls the data from the Account, Asset, or Location. The Visit record shows a related list of the derived resource preferences, which points to the resource preferences on the Work Order. Add the appropriate Workforce Scheduling flow and appointment components to supported record pages and actions. In Flow Builder, clone the standard flows to customize fields, default values, and screens. #### See Also - [Create Work Types in Salesforce Go](https://help.salesforce.com/s/articleView?id=service.wfs_create_work_types.htm&release=264.0.0&type=5 "Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports.") - [Create Work Types From the Record Page](https://help.salesforce.com/s/articleView?id=service.wfs_create_work_types_record_page.htm&release=264.0.0&type=5 "Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports.") ## Schedule a Field Appointment Schedule a new field appointment (visit) for a customer. The scheduling flow assigns a qualified resource who travels to the customer’s location. 1. Navigate to the Case or Application Form record page from which you want to schedule an appointment. 2. Select the record. 3. Click **Schedule New Appointment**. 4. Select a Work Type. The work type defines the type of work being performed (for example, annual maintenance, consultation, home inspection, or installation) and determines the requirements for completing it, such as required skills, duration type, due date, and estimated duration. 5. Under Appointment Details, set the Scheduling Method to **Field**. The methods displayed here are controlled by the associated work type and its scheduling method. For more information, see [Create Work Types in Salesforce Go](https://help.salesforce.com/s/articleView?id=service.wfs_create_work_types.htm&release=264.0.0&type=5 "Define the types of work that your team performs, including how long each one takes and which scheduling methods it supports."). 6. Enter the appointment details. - Customer Address: the address where the appointment takes place. - Service Territory: the territory that covers the customer’s address. The scheduling flow uses the territory to match resources who work in the area. - Earliest Start Permitted: the earliest date the appointment can begin. Defaults to today. - Due Date: the latest date the appointment can be completed. This is taken from the work type. If it doesn’t exist, the org level setting is used. - Subject: a brief summary of the work. - If the scheduling object is Visit, Visit Priority: **Low**, **Medium**, **High**, or **Critical**. This is mapped to a numeric priority behind the scenes. - If the scheduling object is Visit, Special Instructions: access codes, safety hazards, or other notes the resource needs at the location. 7. Click **Next**. 8. Select a time slot from the graded list of available slots. 9. The list is sorted by grade by default, with the highest-scoring slots at the top. To sort chronologically instead, select **Sort by Time**. 10. To narrow the list, apply **Filter by Date**. 11. To score slots against a different policy, change the **Scheduling Policy** to rerun the search. 12. The Ideal tag marks the highest-graded slot or slots. The Recommended tag marks slots that share the next-highest distinct grade. 13. If no slots are available, switch to a different scheduling policy, or click **Back** and adjust the Earliest Start Permitted or Due Date, and rerun the search. 14. Select a time slot and click **Next**. 15. Verify the account (customer information), and the date and time. The Auto-Assigned To value indicates that the resource is assigned automatically when the appointment is scheduled. 16. Click **Confirm & Schedule**. The scheduling flow creates the Visit and its underlying scheduling records (Service Appointment and Work Order), assigns a qualified resource, and updates the resource’s schedule. A confirmation appears on-screen, and the customer receives a notification. ## Reschedule a Field Appointment Change the time slot of an existing field appointment. The scheduling flow reschedules the appointment. 1. From the Visit record, or from the field appointment in the Operations Console, click **Change Time Slot**. 2. Under Original Appointment Details, confirm the work type, date range, and slot duration. 3. Under New Time Slot, select a slot from the graded list. The same Scheduling Policy, sort, and filter controls from the initial scheduling flow are available here. 4. Click **Confirm & Reschedule**. The scheduling flow updates the appointment with the new time slot and reassigns the resource if needed. A confirmation appears on-screen, and the customer receives a notification. ## Cancel a Field Appointment Cancel a field appointment when it’s no longer needed. The scheduling flow releases the resource’s time and notifies the customer. The cancelled appointment’s status is set by the org-level default status setting. For more information, see [Set Default Statuses for Categories](https://help.salesforce.com/s/articleView?id=service.wfs_set_default_statuses_categories.htm&release=264.0.0&type=5 "Set the default service appointment status that scheduling applies at each stage of an appointment's lifecycle."). 1. From the Visit record, or from the field appointment in the Operations Console, click **Cancel Appointment**. 2. Enter a Cancellation Reason. 3. Optionally, add notes with additional context. 4. Click **Cancel Appointment**. The appointment is removed from the Gantt, the assigned resource’s schedule frees up, and the customer receives a notification with the cancellation reason. <!-- document id=06b76531622c4be39e54a4afcc3b735bc7ca2d31a9551832744cc7030eba8f11 url=/admin/current/en-us/service/264-0-0/wfs_schedule_onsite_flow.md --> # Schedule, Reschedule, and Cancel On-Site Appointments with a Scheduling Flow Manage on-site appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel an on-site appointment where a customer travels to one of your branches. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19157e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19157e67 ">To schedule, reschedule, or cancel on-site appointments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19157e67 ">Workforce Scheduling On-Site Resource OR Workforce Scheduling Dispatcher OR Workforce Scheduling CRM User</td> </tr> </tbody> </table> One scheduling flow covers both on-site and field appointments: you enter the appointment details, select a time, and review the appointment before you confirm it. For on-site appointments, service territories define the branch or location that a customer comes to, and each service territory is linked to an associated operating hours record. ## Schedule an On-Site Appointment Reserve an open time slot at one of your branches for a customer and assign the resources or assets to do the work. 1. Navigate to the record page from which you want to schedule an appointment: **Cases** or **Application Forms**. 2. Select the record. 3. Click **Schedule New Appointment**. 4. Select a customer. 5. Select a work type. 6. Select **On-site**. 7. Enter a subject. 8. Search for and select the branch at which you want to schedule the appointment. 9. Select an appropriate slot and click **Next**. ![The scheduling flow for a 3-hour WS Maintenance work type. A Filter availability by resource panel on the left holds a People dropdown, a resource search box, and an August 2026 calendar with August 26 selected. A list of available time slots on the right runs from 9:30 AM to 2:00 PM, with 10:00 AM - 1:00 PM selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_select_time_slot.png) - If required, filter by **People** or **Assets**. Assets are the bookable equipment and spaces that an appointment needs, such as a meeting room. ![The Filter availability by resource dropdown expanded to show two options, People and Assets.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_filter_resource_type.png) - Also, search for and select specific resources. You can select single or multiple resources to meet them during their appointment. If required, you can also mark resources as required or optional. There should be at least one required resource. You can also mark a resource as the primary resource. For the primary resource, Workforce Scheduling skill matches the appointment and also creates calendar events for the resource. ![The resource search box expanded to show a Preferred Resources group holding WS Resource - West, and an All Resources group holding WS Resource - Harper and WS Resource - Blake. Each resource is labeled Technician.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_select_resources.png) - If the appointment is anonymous, you can't select a specific resource. Instead, Workforce Scheduling automatically assigns the best resource for the appointment. 10. Review the details of the appointment and click **Confirm & Schedule**. ## Reschedule an On-Site Appointment Move an existing on-site appointment to a new date and time. 1. Navigate to the record page from which you want to reschedule an appointment: **Cases** or **Application Forms**. 2. From the record's related list of appointments, open the appointment that you want to reschedule. 3. Click **Change Time Slot**. 4. Specify the new date and time of the appointment and click **Change Time Slot**. ## Cancel an On-Site Appointment Cancel an on-site appointment and record why it was canceled. 1. Navigate to the record page from which you want to cancel an appointment: **Cases** or **Application Forms**. 2. Click **Cancel Appointment**. 3. Select a status and a reason for canceling the appointment. Optionally, add any notes. 4. Click **Cancel Appointment**. <!-- document id=d80424b0b20adb2c3a9e4911ef53e41e776825d7dd46fc37a3e3064160788de8 url=/admin/current/en-us/service/264-0-0/workforce_engagement_about_shift_scheduling_tools.md --> # Scheduling Agents for Shifts Match agents to shifts with ease. Create shifts from templates or a capacity plan. Then set up scheduling rules, constraints, and objectives so that your planners can use the scheduling tools—get candidates, batch assign, and mass shift update—to assign agents to shifts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <!-- document id=f96eb87ea0cdd53e79dc6a7bd0923c2a1786526a7aa294163841554b22cff5ff url=/admin/current/en-us/service/264-0-0/fs_scheduling_rule_types.md --> # Scheduling Rule Types Scheduling rules help match service resources to shifts. When the scheduling logic looks for service resources to assign to shifts, it checks your rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69419e72">Scheduling Rule Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69419e75">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Availability</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 "> <p>Checks if the service resource is available to be assigned to a shift. The Availability rule checks for the following conditions:</p> <ul> <li>The shift doesn’t overlap with an existing shift.</li> <li>No resource absence is scheduled.</li> <li>The operating hours on the primary territory align with the shift duration.</li> </ul> </td> </tr> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Limit Non-Standard Shifts</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 ">Checks if the service resource has reached the monthly limit for non-standard shifts. Specify the limit in a scheduling constraint on each service resource or service territory.</td> </tr> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Match Skills</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 ">Checks if the service resource has the appropriate skills to be assigned to the shift. Skill levels aren’t considered. </td> </tr> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Match Queues</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 ">Checks if the service resource is a member of the appropriate queue to be assigned to the shift.</td> </tr> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Match Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 ">Required: Checks if the service resource belongs to the shift’s territory.</td> </tr> <tr class=""> <td data-label="Scheduling Rule Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e72 ">Work Limit</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69419e75 ">Checks if the service resource can handle the work unit maximum. You decide if the work unit max is measured in hours or shifts; choose a specific scheduling constraint to define the type of work required; and decide if the max is per day, week, or month. You can create custom scheduling constraints.</td> </tr> </tbody> </table> #### See Also - [Create a Scheduling Objective for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_objectives.htm&release=264.0.0&type=5 "Planners and administrators can optimize the shift scheduling process by adding Scheduling Objectives, which apply various business goals to the scheduling process.") - [Create a Scheduling Rule for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rules_create.htm&release=264.0.0&type=5 "Create rules that define which shifts are to be assigned to which service resources. You can use the default rules, or create your own scheduling rules.") - [Add Shift Scheduling Constraints](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_constraint_create.htm&release=264.0.0&type=5 "Scheduling constraints are records that are defined on the service resource or service territory. They set  the limit for how many shifts, in units or hours, can be assigned to a resource over a given time period (for example a day, week, or month). To match service resources to shifts, the work limit-type scheduling rule looks first for a constraint on the service resource. If no constraint is found, the rule looks for a scheduling constraint on the service territory.") <!-- document id=9ad61ae1aa4f512683181cde755c40c9e55001bda5b7bb90286444c2c0b80f06 url=/admin/current/en-us/service/264-0-0/macros_search.md --> # Search All Text Fields in Macros Expand the scope of macros search so that support reps can quickly find macros by searching for keywords contained in a macro’s text fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24114e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24114e55 ">To create, edit, and delete page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24114e55 ">Customize Application</td> </tr> </tbody> </table> For example, suppose that a support rep wants to find a macro where the description is “Return Policy - 30 days.” The support rep could search for “return policy” and see all macros that contain that phrase. If this setting is enabled, support reps can search for macros across all text fields in the macro instructions. If this setting isn’t enabled, support reps can search for keywords only in the macro’s title and description fields. To let support reps search all text fields: 1. From Setup, enter Macros in the Quick Find box, then select **Macro Settings**. 2. Click **Edit**. 3. Select **Search all macro text fields**. 4. Click **Save**. <!-- document id=9afa0d27bc0d4924b848634a23bcc78cc96e9737c3c3e614cd717eeeea966948 url=/admin/current/en-us/service/264-0-0/afcc_sv_search_and_filter_media_files.md --> # Search and Filter Media Files Search and filter media files in the Media Management library to locate specific audio files or custom media labels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152481e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152481e61 ">To search and filter media files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152481e61 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Voice and then select **Media Management**. 2. To search, use the global search box at the top of either the Media Labels or Media Library tab to filter items by name. 3. To filter, on the Media Library tab, click the Filter <icon> to refine results by Media File, Size, Language, Modified By, or Modified On. <!-- document id=3c6117e871e35f42e8405c1d3cc9c8082d5888a0b96ab9fc18d90eaaf2216f60 url=/admin/current/en-us/service/264-0-0/omnichannel_search_sort_rep.md --> # Search and Sort in Omni-Channel Inbox To efficiently prioritize and manage work items in Omni-Channel inbox, you can search and sort them according to your preference. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82087e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82087e55 ">To access Omni Inbox in the Salesforce Mobile app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82087e55 ">Messaging Agent</td> </tr> </tbody> </table> Search: Use the search menu at the top of the inbox to find specific work items. While you're using the search menu, newly assigned work items that need your action will appear as notifications in a collapsible field. If your search query matches any of the new work items, they'll be included in the search results. Sort: Use the sort function in the search menu to organize work items. - Alphabetical Order: sort alphabetically. - Created Time: sort based on the time work items were created. - Last Update Time: sort work items based on the most recent activity. Last updated time changes when a work item is accepted, when it is paused and when it is resumed. - Routing Priority: sort from highest priority to highest secondary priority to oldest requested date. ![The Search field and Sort menu in Omni-Inbox](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_search_sort.png) <!-- document id=bc0c396535db00ae66302b825b736391ab628686aa9080f88710658c2d609852 url=/admin/current/en-us/service/264-0-0/knowledge_tab_search.md --> # Search Articles and External Sources on the Knowledge Tab Use a single search to find all your resources at once. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81080e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">Read on the article type</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 "> <p>Manage Articles</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Read and Create on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To edit draft articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Read and Edit on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To edit published or archived articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, and Edit on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To delete a draft, published, or archived article:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Read, Edit, and Delete on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">To create and edit external data sources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81080e61 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. 1. Enter your search terms in the Search box. You can use search wildcards and operators in your search terms. If your organization has any auto-complete options enabled, you can select from the suggestions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In the auto-complete dropdown, article titles have a paper icon while the keywords have a magnifying glass icon. 2. Click the search icon or press **Enter** on your keyboard. 3. Optionally, select filters to refine your search results. Depending on the source you are searching, filter by language, data category, article status, article type, and article validation. Click **Reset** to return all filters to their default setting. - When All is selected, you can filter by language and data category, depending on what your organization supports. - When Articles or My Draft is selected you can filter by: - Article status: Published, Draft, and Draft Translations - Language: Values depend on those supported in your org - Data categories: Values depend on those created in your org - Article type: Values depend on those created in your org - Validation Status: No Filter (all articles), Not Validated (articles that are not validated), Validated (validated articles), and any other values supported in your org such as in review. - When an external source is selected, there are no filters, and the general article information displayed is controlled by your external object search layout. 4. For articles, you can sort by: - Published Date - Best Rating - Most Viewed - Title: A to Z - Title: Z to A 5. View information by clicking the article or external source title. Below the title you can find general article information such as: new article indication, article number, article type, validation status, last published date, article view comparison, and article rating comparison. 6. Use the dropdown by each article to follow or unfollow, [edit](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab."), [publish](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well."), and [delete](https://help.salesforce.com/s/articleView?id=service.knowledge_article_delete.htm&release=264.0.0&type=5 "You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations.") an article, depending on your permissions. #### See Also - [Promote Articles in Search Results](https://help.salesforce.com/s/articleView?id=service.promoted_search_terms.htm&release=264.0.0&type=5 "Associate keywords with knowledge articles to optimize search results in Salesforce Knowledge. Users who search for these keywords by pressing Enter (Windows) or Return (Mac) see the article appear first in their search results.") - [Article Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_search_algorithm.htm&release=264.0.0&type=5 "How search works for knowledge articles depends on your use of search options, search terms, wildcards, and operators. Salesforce Knowledge search uses the same custom search algorithms that are available throughout Salesforce, which include mechanisms such as tokenization, lemmatization, and stopword lists, to return relevant search results.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=94cf700aed8f35a8fad26f6eecfec59727f9904cc2f6f68d7199f92e196c9b43 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_search.md --> # Search for Knowledge Articles in Lightning Experience In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Knowledge search is available in the global search box and the Knowledge component. You can refine your article search results using the advanced search for Knowledge. Advanced search lets you prefilter your results by language, publishing status, validation status, record type, or data category group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you configure search filters for Knowledge in Setup, the advanced search filters for Knowledge in global search don’t change. 1. Select **Knowledge** in the dropdown list next to the global search box. You can also type knowledge at the top of the dropdown list, then select **Knowledge**. 2. Optionally, click **Advanced Search** at the bottom of the results list. If Einstein Search is enabled, select **Filters** next to the search box to access the Advanced Search page. From the Advanced Search page, select from the available filters to see more relevant search results. 3. Enter your search terms, up to 100 characters. If you enter more than 100 characters, the search uses only the first 100 characters. 4. To run the search, press Enter. You can also search for articles using the Knowledge component for the Lightning Service Console. Advanced Search for prefiltering searches is also available with the Knowledge component. <!-- document id=dc18bea8c9fb4627c62c11ed0a419f4002703b5fccca484ee5e1610d952a4095 url=/admin/current/en-us/service/264-0-0/mfs_search_user.md --> # Search for Records Use the Search tab to search for records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d135120e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135120e75 ">To access the Search tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135120e75 "> <p>Custom Applications for Field Service Mobile</p> <p>AND</p> <p style="margin-bottom:0;">Lightning SDK for Field Service Mobile</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you can’t see the Search tab, ask your Salesforce admin for help. 1. From the Field Service mobile app, open the search tab. ![Search tab in the app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/search_tab.png) 2. Enter a search term or use the barcode scanner. The search results show only the first 50 records that were modified in the last 2 years, based on the last modified field on the record. Older results aren’t shown. 3. To apply filters and determine how the results are sorted, tap the filter icon. ![Search filters](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/search_filters.png) 4. To determine how the results are sorted, tap **Sort By**. You can sort the results by Last Modified, First Modified, A–Z, and Z–A. Objects that have Latitude and Longitude fields (Service Appointment, Work Order, Work Order Line Item, and Asset) can also be sorted by Closest Location and Furthest Location. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you sort by distance, the 50 last modified records are loaded and only then sorted according to distance, and it’s possible that you can’t see the most accurate results. For example, if you sort service appointments according to Closest Location and the service appointment with the shortest distance hasn’t been modified recently, it’s possible that it doesn’t appear in the results. 5. To search in a different object, tap **Type**. 6. To search for a specific field value, tap **Add Filter** to select a field and a value. 7. To see more details about the results, tap **Expand All**. 8. When you find the result that you were looking for, tap it to open the record. #### See Also - [Set Up the Search Tab in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_search.htm&release=264.0.0&type=5 "Let mobile workers search for records in the Field Service mobile app.") <!-- document id=97c6685b0f80840bdc414047b534043a25266df969fa98b929e32202eeeb67ab url=/admin/current/en-us/service/264-0-0/sol_search.md --> # Search for Solutions You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d16342e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16342e55 ">To view solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16342e55 ">Read on solutions</td> </tr> </tbody> </table> When you search for solutions, all standard text fields on solutions are searched, as well as the following custom field types: - Auto-number - Text - Text area - Long text area - Email - Phone - Any field set as an external ID Be aware of these behaviors in solution searches: - Solution Search returns solutions that include all or any of your keywords. For example, searching for data loader may return results with just _data_, just _loader_, or both keywords in any order. Items that include more of your keywords are listed higher in results, and items that contain your keywords as a phrase or near each other are also listed higher. - Solution Search can stem—or find variants of your search terms. For example, searching for creating finds solutions containing _create_, _created_, and _creating_. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note This behavior applies only to the type of word you search for: a search for a noun matches variants of the noun form, a search for a verb matches variants of the verb form, and so on. - You can use search wildcards and operators to improve your Solution Search results. - If any search terms match words in a solution title, the solution is boosted in the search results. - The numbers displayed in parentheses and brackets alongside search results indicate the number of matching solutions found. For example, if you search for Truck and _Truck (35)_ displays, then your organization has 35 solutions with the term _Truck_. #### See Also - [Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5 "The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.") ## Search from the Cases Tab 1. On a case detail page in the Solutions related list, enter keywords related to a possible solution in the search box. You can use search wildcards and operators in your query. 2. If your organization uses categories, select a category in which to search. 3. Click **Find Solution**. The search returns a list of relevant solutions. - Click column headings to sort the results in ascending or descending order. - Sorting applies across all search results for a particular object, including those on subsequent pages. - You can’t click on column headings for multi-select picklist fields because you can’t sort the multi-select picklist field type. - If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently. - If solution summaries and inline category breadcrumbs are enabled for your organization, search results display up to 150 characters of the solution details and up to 150 characters of the category trail to which the solution belongs. - Note that if HTML Solutions is enabled, all tags and images are removed from solution details. - If suggested solutions is enabled, click **View Suggested Solutions** to view relevant solutions using a formula that automatically scores the relevancy of each solution to the particular case via word frequency, word proximity, case similarity, and related solutions. 4. If search results filters are enabled for your organization, you can filter the search results. Click the **Show Filters** link in the appropriate results related list, enter the filter criteria, and click **Apply Filters**. ## Search from the Solutions Tab 1. On the Solutions tab, enter keywords related to a possible solution in the search box at the top of the page. You can use search wildcards and operators in your query. 2. If your organization uses categories, select a category in which to search. 3. Click **Find Solution**. The search returns a list of matching records. Click column headings to sort the results in ascending or descending order. Sorting applies across all search results for a particular object, including those on subsequent pages. You can’t click on column headings for multi-select picklist fields because you can’t sort the multi-select picklist field type. If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently. If solution summaries and inline category breadcrumbs are enabled for your organization, search results display up to 150 characters of the solution details and up to 150 characters of the category trail to which the solution belongs. Note that if HTML Solutions is enabled, all tags and images are removed from solution details. 4. If search results filters are enabled for your organization, you can filter the search results. Click **Show Filters** in the appropriate results related list, enter the filter criteria, and click **Apply Filters**. 5. From the list, select a record to jump directly to that record. If you do not find a matching record, browse for a relevant solution using categories. The fields you see in search results are determined by the search layout defined by your administrator and by your field-level security settings (available in Professional, Enterprise, Unlimited, Performance, and Developer Editions only). ## Browse for Solutions 1. In the Browse Solutions section of the Solutions tab, click a solution category to view a list of solutions in that category and its subcategories. 2. Optionally, use the drop-down list to sort the solutions by category, most commonly used, or recently updated. 3. Select a record from the results to jump directly to that record. ## Search Using Global Search 1. Enter your search terms in the header search box. You can use search wildcards and operators in your query. 2. Select **Search Options...** from the drop-down and select Solutions to narrow your search results. 3. Click **Search**. <!-- document id=0c73d4210218eb1dc3586d443d302061b074e7a2b7f42b3ebebbc1588e059abb url=/admin/current/en-us/service/264-0-0/knowledge_search_highlights.md --> # Search Highlights and Snippets in Knowledge Articles Quickly identify the best article and see how articles match your search terms with relevant text and highlighted search terms in the search results. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> [Salesforce Knowledge Settings page](https://help.salesforce.com/s/articleView?id=service.knowledge_settings.htm&release=264.0.0&type=5). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Search highlights and snippets are not generated for searches with wildcards. If an object contains more than 50 fields, snippets are sometimes not generated. Search highlights and snippets are generated from the following fields: - Email - Long text area - Rich text area - Text area Search highlights and snippets aren’t generated from the following fields: - Checkbox - Currency - Date - Date Time - File - Formula - Lookup - Multi-picklist - Number - Percent - Phone - Picklist - URL ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If a snippet is not generated, the article’s summary field is shown instead. #### See Also - [Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5 "To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=686be79812734386314eec7683e9050305f72ea6cacf7505177d13ba63d4f2e5 url=/admin/current/en-us/service/264-0-0/it_srvcs_data_cloud_search_indexes.md --> # Search Indexes for Agentforce IT Service Deploy the predefined search indexes included in the IT Service Data Kit to enable efficient searching across your IT service data. The data kit provides three key search indexes: Incident, Problem, and Knowledge. You can deploy the Incident and Problem search indexes directly as part of the main data kit deployment. The Knowledge search index, however, requires that the Knowledge Engagement data stream is configured and active, as it indexes data from external knowledge sources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> The IT Service Data Kit includes three search indexes to seamlessly unify your IT service data in Data 360. Search Indexes | Search Index | WHAT IT DOES | | --- | --- | | Incident | The Incident search index allows you to search across incident and related records, empowering your AI agents and support teams to quickly find relevant information for resolving issues. This index is automatically deployed when you install the data kit. | | Problem | The Problem search index helps you search for problems and their related incidents, helping your team identify root causes and patterns. It provides a holistic view of recurring issues to improve proactive problem management. This index is also automatically deployed with the data kit. | | Knowledge | The Knowledge search index is specifically designed to index data from external knowledge management systems. It enables AI agents to search for and retrieve relevant knowledge articles and self-service content to deflect cases and provide instant support. This index must be set up separately using the Agent Force Data Library. | <!-- document id=82df4a8c97c6b2db00b332d317f66ece7e6b765ad815f2cacb63882261367882 url=/admin/current/en-us/service/264-0-0/it_srvcs_serch_indxs_agntfrc.md --> # Search Indexes for Agentforce IT Service Configure search indexes for Agentforce IT Service to help IT support reps efficiently find data and resolve issues. The search indexes are used by Agentforce during chat conversations and proactive assistance to retrieve accurate and relevant results quickly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Create a Search Index for Change Request for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_creat_search_indx_chngrqst.htm&release=264.0.0&type=5)** Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your change request data usable for AI features that use Data 360. - **[Create a Search Index for Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_creat_search_indx_incdnt.htm&release=264.0.0&type=5)** Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your incident data usable for AI features that use Data 360. - **[Create a Search Index for Problem for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_creat_search_indx_prblm.htm&release=264.0.0&type=5)** Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your problem data usable for AI features that use Data 360. - **[Create a Search Index for Product2 for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_creat_searchindex_product.htm&release=264.0.0&type=5)** Create a data stream from your Salesforce org, map the data to the appropriate data model, and then create a search index to make your product2 data usable for AI features that use Data 360. <!-- document id=d5890b4e77e00c9ddf89969404cb7aadd440b1e395c94019fffe1b8727261e19 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_sec_risk_cmplnc_tmplt.md --> # Security, Risk, and Compliance Services Templates Use these templates to manage security awareness, threat reporting, and policy governance requests. Provide employees with structured intake forms for reporting threats and requesting policy exceptions, ensuring consistent data capture and auditable fulfillment workflows for your security and compliance teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_plcy_excptn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a policy exception. - **[Request Security Policy Exception](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_scty_plcy_excptn.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request an exception to a security policy. - **[Report Phishing Email](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_rpt_phsh_email.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report suspicious or phishing emails. - **[Report a Security Vulnerability](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_rpt_vuln.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to report security vulnerabilities. - **[Enroll User in Security Training](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_sec_enrl_sec_trnng.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request enrollment in a security training program. <!-- document id=d005a2a944690171f65914dd7417fc4d2a7836e089a019a69fe4b62b766d4a84 url=/admin/current/en-us/service/264-0-0/afcc_sv_real_time_conversation.md --> # See Real-Time Conversations A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d78771e65">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78771e65 ">To provision a phone number</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78771e65 "> <p>Agentforce Contact Center Rep (Salesforce Voice) permission set.</p> <p>OR</p> <p>Agentforce Contact Center Supervisor (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> While you’re on a call, see the Conversation window where the conversation is transcribed. ![See real time conversation transcripts while on a call.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_real_time_convo.png) <!-- document id=bec864e5ca6e43d71595fefdd70699cfaffb018e560d09587f3a51084dbc12bb url=/admin/current/en-us/service/264-0-0/task_cxi_data_space.md --> # Select a Data Space Categorize and organize customer data by attributes such as brand, department, or insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with <span>Data 360</span> enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5215e49">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5215e49 ">To select a data space:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5215e49 "> <p style="margin-bottom:0;">Data Cloud Admin permission set</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to open Customer Signals Intelligence. 2. In Set Up the Basics, select the data space and click **Add**. <!-- document id=a6402524ef67bd13beae8f5626927d6b78ea74c3aa217c1489a084a70a9930e8 url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_use_deployment.md --> # Select a Deployment in the Actions & Recommendations Component Add the component to your Lightning pages, and select a deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2758e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">To create and save Lightning pages in Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">To view Lightning pages in Lightning App Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">To view Actions & Recommendations deployments in component properties:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2758e84 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. Edit a record page in Lightning App Builder. 2. Drag the Actions & Recommendations component to a location on the page. For the Service Console app, we recommend adding the component to the left pinned sidebar. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can add the component to Lightning console and standard navigation pages for most objects. To learn about supported objects, refer to the [Lightning Flow for Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/guided_engagement_support.htm) (English only). 3. In component properties, select a deployment. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip We recommend that you configure and select a deployment. A deployment lets you specify the actions that users can start from the component when they click Add. Also, you can reuse a deployment on different pages. 4. Save, and activate your page if necessary. ![Select the deployment in component properties.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_action_deployment_lab.png) <!-- document id=ed325d916e069b4c4f8226e2d4bc9691e5493147b2986561187327e2737ba8e5 url=/admin/current/en-us/service/264-0-0/mfs_flow_cache_policies.md --> # Select a Flow Cache Policy for the Field Service Mobile App Flow cache policies determine when and how data is fetched and used within flows for the Field Service mobile app. You can select flow cache policies that optimize your flows in low-connectivity areas. ### Required Editions ## What Are Flow Cache Policies? Salesforce Field Service customers often encounter varying data dependencies in their flows, from online-only scenarios to offline support. Flow cache policies determine when and how data is fetched and used within a flow. Defining your flow cache policy lets you optimize flow performance and ensure that flows run efficiently even under bad network conditions. Flow cache policies determine when and how data is fetched and used within a flow. By setting a suitable cache policy, you can control whether the flow should always use the latest data from the network, rely on cached data, or a combination of the two. This can significantly affect the performance and reliability of flows, especially in environments with unstable network connectivity. ## Benefits - Improved performance: By using cached data, flows can run quicker and more efficiently, especially in bad network conditions. - Flexibility: Admins can tailor the cache policy to meet the specific needs of their organization, ensuring optimal performance and reliability. - Offline support: The Cache Only policy enables flows to run smoothly even when the app is offline, enhancing the user experience in field service scenarios. ## Selecting Flow Cache Policies The default cache policy is Network If Available. The flow first attempts to fetch data from the network. If the network is unavailable, the flow uses the cache. You can also select the Cache Only policy. To do so, contact [Salesforce Support](https://help.salesforce.com/s/articleView?id=000384365&type=1&language=en_US) to turn on the feature. With the Cache Only policy, the flow always pulls data from the cache, without attempting to fetch data from the network. Cache Only is suitable for scenarios where the latest data is not required and performance is a higher priority. This policy can significantly improve flow performance in bad network conditions. ## Considerations - If you choose to apply the Cache Only policy, make sure that your data is updated and refreshed through other mechanisms such as briefcase, standard offline priming, list views, or Lightning web components. If the data is not refreshed, the flow can’t access the required data. - If updated records aren’t loading in a new Cache Only flow on your mobile device, pull to refresh and make sure you have access to the most up-to-date data. - Online-dependent flows sometimes need to wait for the second emit to reload the flow step, causing disruptions to the flow. ## Select Your Policy Set your cache policy in Flow Builder to optimize flows in the Field Service mobile app and control when and how data is fetched and used within a flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103509e109">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103509e109 ">To set cache policies:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103509e109 ">Enable Cache Policy Selection Feature for Field Service Mobile Flows</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important This feature is gated. Contact Salesforce Support to receive the Enable Cache Policy Selection Feature for Field Service Mobile Flows permission. 1. From Setup in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Select the flow you want to configure to enter Flow Builder. 3. Select **Advanced Settings**. 4. Under Cache Policy, choose the desired cache policy from these options in the dropdown menu. - Network If Available (Default): The flow first attempts to fetch data from the network. If the network is unavailable, the flow uses the cache. - Cache Only: The flow always pulls data from the cache only, without attempting to fetch data from the network. 5. Save your changes. Test the flow in a sandbox environment to make sure it meets your requirements and works as expected. - **[Enhance Productivity with the Cache First Policy](https://help.salesforce.com/s/articleView?id=service.mfs_cache_first.htm&release=264.0.0&type=5)** The Cache First policy in the Field Service mobile app improves data load speed and performance for record details screens and related lists. This update replaces the previous online preferred policy, making the app faster and more accurate if you’re using Lightning Data Service. <!-- document id=a8198baf2cd4768c484807a52388c7021310d51e37076ebc2452a94fcbd781eb url=/admin/current/en-us/service/264-0-0/wfs_select_a_default_context_definition.md --> # Select a New Default Context Definition for Workforce Scheduling Workforce Scheduling provides an out-of-the-box context definition for its scheduling use cases. If you extend this context definition for your business context, use Salesforce Go to update the default context definition for Workforce Scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6421e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6421e66 ">To update the default context definition:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6421e66 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Before you begin, configure and activate your extended context definition. To activate the definition, it must have a default mapping. 1. In Salesforce Go, search for Object Mapping. On the **Object Mapping for Workforce Scheduling** card, click **Manage**. 2. Next to Map Object Data with Service Appointments, click **Manage**. 3. In the **Context Definition** field, replace the current value with the name of your extended context definition, select the matching result, and click **Save**. <!-- document id=35fb6a809f4d4eeff05462d617849e2d303c1810ae09fb42630fe3a60d7f7119 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_select_fields.md --> # Select Languages and Fields for Your Article Recommendation Model Select which supported languages to include in your model. Then select fields on cases and knowledge articles that Einstein Article Recommendations can analyze to identify relevant articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85404e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85404e58 ">To use Einstein Article Recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85404e58 ">Customize Application</td> </tr> </tbody> </table> Unsure which fields to choose? Learn more in [Understanding Model Quality and Improve Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_scorecard.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Einstein Article Recommendations, and select **Einstein Article Recommendations**. 2. To create your model, under Select Fields, click **Next**. 3. Select supported languages that you want to include in your model, and click **Next**. Verify that these languages are active in your Knowledge settings. 4. Select unencrypted case fields that you want to incorporate into your model, and click **Next**. ![Field selection screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_setup_screen_2.png) 5. Select unencrypted fields from Knowledge articles that you want to incorporate into your model, and click **Save**. ![Knowledge field selection screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_setup_screen_3.png) After you select languages and fields, build the model so you can activate it. <!-- document id=69cfff1172b4a27b129122e5e5d0cf43b55aec3cd702cc444adb89a2f09e995d url=/admin/current/en-us/service/264-0-0/fse_data_exporter_select_objects.md --> # Select Objects Select the objects to export. The list of objects is a set of objects that are accessible to the admin and that aren’t product-protected. It contains a list of standard and custom objects. Ideally, objects that don’t have any data should be labeled in the list accordingly. However, this option is currently not available (see [Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter_known_issues.htm&release=264.0.0&type=5 "Review the known issues for the Data Exporter tool.")). ![Select Objects](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_select_objects.png) **» To select the objects to export**: 1. From the list, select the objects that you want to export or select **FSE Object** to export all the objects. You can filter objects by Object Type or by Object with Filter. You can also search for an object by entering its name in the search box. 2. If you want to export only specific records for objects of type Business Object, you can apply an additional [filter](#shared "Share the filters created for your objects. These filters are stored and managed as system filters and are available to all users."). 1. Click the object’s filter icon. 2. In Filters Management, add a new filter and enter the filter criteria. 3. Click **Save**. You can add more filters as needed. 4. Click **Apply**. 3. Click **Continue**. ## Use Shared Filters Share the filters created for your objects. These filters are stored and managed as system filters and are available to all users. Admin users who access and use the Data Exporter Tool for migrating objects to Salesforce Field Service can share configuration and expedite the object extraction process, while improving collaboration. 1. Review and select the objects for extraction to identify which objects can benefit from filters that can be used by multiple people during the migration lifecycle. 2. Click the arrow to save the required filter as a shared filter. ![Share filters](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_shared.png) Considerations: - Each filter that’s created is tagged as a system filter and is then shared across the entire solution. - The shared filters are automatically prefixed with "~D\_EXP - " followed by the object’s display name, making them easy to track and manage. ![Prefix for shared filters](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/data_exporter_shared_prefix.png) - The prefix ensures that Data Exporter filters appear at the end of the filter list when viewed in other modules, keeping them organized and non-intrusive. - Admin users can also use the personalized filter option. These filters are saved to their user state and visible only to them. - Admin users can delete shared filters. - The shared filters are stored alongside filters from other modules under the `ObjectFilterConfiguration_SO` object. - You can’t delete the prefix. If a user tries to remove the prefix when renaming a filter, the system automatically adds it again to maintain consistency. <!-- document id=98ea4ecf6db381aed1d9ec73325382f1ffc90373aea50a0d3c9305ff7dd10aeb url=/admin/current/en-us/service/264-0-0/ideas_add_category.md --> # Select Picklist Values and Defaults for a Zone After you define picklist values for the Categories and Status fields, you can add and remove picklist values from these fields on a per-zone basis and specify a default value. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23270e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23270e54 ">To add or remove picklist values from a zone:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23270e54 ">Customize Application</td> </tr> </tbody> </table> This allows you to customize the Categories and Status fields based on the unique purpose of a zone. To add or remove picklist values from a specific zone: 1. From Setup, enter Zones in the Quick Find box, then select **Zones**. 2. Click the name of the zone. 3. In the Idea Picklists Available for Editing section, click **Edit** next to the Categories or Status field. 4. To remove a picklist value, select the value from the Selected Values list and click **Remove**. 5. To add a picklist value to the zone, select the value from the Available Values list and click **Add**. 6. To specify a default value for the field, use the Default drop-down list. 7. Click **Save**. #### See Also - [Create and Edit Zones](https://help.salesforce.com/s/articleView?id=service.ideas_new_comm.htm&release=264.0.0&type=5 "Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization.") <!-- document id=1deec829ff8e5d96d0567d9819bcd6899f8808cfb2a57fb6a76074d99b5dbfc6 url=/admin/current/en-us/service/264-0-0/wfs_policies_manage_select_default.md --> # Select the Default Scheduling Policy in Workforce Scheduling Set the org-wide default scheduling policy that Workforce Scheduling uses when scheduling appointments. When field, or both field and on-site scheduling is enabled, Cost Optimized is the default policy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Workforce Scheduling**. 2. Under **Scheduling and Optimization**, select **Appointment Scheduling Logic**, and then select **Scheduling Policies**. 3. Select the default policy for manual status changes made on a Service Appointment record page. 4. Select the default policy used when scheduling a new appointment or changing a time slot from the scheduling flow or [Appointment Booking API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). <!-- document id=ee2b3963a45ed62680ec8d0f9229fedc9dff3613f1e83bc192a0843e6102bf88 url=/admin/current/en-us/service/264-0-0/work_summaries_case_appear.md --> # Select Where Case Summaries Appear Select a destination for summaries on the case page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Under Show Case Summaries, select **Case Feed** or **Case Comments** as the destination for summaries on the case page. ![Work Summaries for Case with the location options highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_show.png) When you select Case Feed, service reps can draft summaries from the Post tab in the Feed. ![Draft case summaries from the case feed posts.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_feed.png) When you select Case Comments, service reps can draft summaries from the Case Comment tab in the Feed. ![Draft case summaries from the case feed comments.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_comment.png) 2. Turn on Case Summaries. Now that you've set up Case Summaries, see how they show up on the Case page. <!-- document id=2066bbc5a9da0064f2b7c0de834382d4f89d501fb9cec5947754d2d0e82f4388 url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_dashboard_self_learning_knowledge_intelligence.md --> # Self-Learning Knowledge Dashboard Identify and close knowledge article gaps autonomously to improve customer support. Analyze historical service interactions to extract unique contact reasons and score your current documentation. Review the lowest Knowledge Coverage Scores to generate targeted recommendations. Use AI to create articles that directly answer underlying customer questions. ### Required Editions For example, a knowledge manager uses the dashboard to identify high-volume customer issues with low coverage scores. The manager then generates targeted articles to close documentation gaps and improve first-contact resolution. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, <strong>Developer</strong>, and <strong>Agentforce 1</strong> Editions with Data Cloud where Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation are enabled.</td></tr></tbody></table> Learn about the key metrics on the Self-Learning Knowledge Intelligence dashboard. | Metric | Calculation | | --- | --- | | Knowledge Coverage Score | Shows the average coverage score of the knowledge base for each contact reason. Use this metric to evaluate if the published articles answer customer questions. | | Contact Reason | Shows the number of topics or reasons for interactions between customers and service representatives. | | Times Article Used | Shows the number of times service representatives and customers use an article for a specific contact reason. Use this metric to assess the relevance and utility of an individual knowledge article. | | Service Interaction Details | Shows the total number of interactions made from each customer with the service reps. | | Average Positive Sentiments | Shows the percentage of customer interactions classified as positive based on underlying service interactions. | | Average Negative Sentiments | Shows the percentage of customer interactions classified as negative based on underlying service interactions. | | Average Mixed Sentiments | Shows the percentage of customer interactions classified as mixed based on underlying service interactions. Use this metric to evaluate interactions that contain both positive and negative feedback. | | Knowledge Recommendations | Shows recommendations for creating articles to address identified knowledge gaps. Use this metric to prioritize content development and improve knowledge coverage. | | Contact Reason by Knowledge Score | Shows contact reasons and average knowledge coverage grouped by sentiment. | | Contact Reason by Volume | Shows the interaction volume and sentiment breakdown for each contact reason. Use this metric to prioritize high-volume customer issues. | | Contact Reasons Table | Lists reasons for customer interactions, including interaction volume. | | Average Knowledge Age (Days) | Shows the average number of days since knowledge article was published or last updated. Use this metric to identify outdated content. | | Sentiment Trend | Shows the trends in customer sentiment over a selected time period. Use this metric to monitor changes in customer satisfaction. | | Related Articles | Shows the knowledge articles associated with a selected contact reason. | <!-- document id=3fd647d8906843809b98777f30d3640633a977b946a0f65452c8568a6fa9fb46 url=/admin/current/en-us/service/264-0-0/customize_selfservicejumpstart.md --> # Self-Service Jump Start Get your Self-Service portal running quickly using the **Jump Start** button. It automates the setup process by choosing some default settings for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5628e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5628e57 ">To use Self-Service Jump Start:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5628e57 ">Manage Self-Service Portal</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can’t save any JavaScript as part of your custom code, and [can only use certain HTML elements and attributes](https://help.salesforce.com/s/articleView?id=service.css_supported_html.htm&release=264.0.0&type=5 "Use HTML to customize the page message on your Self-Service portal pages."). 1. From Setup, enter Self-Service Portal in the Quick Find box, select **Settings**, then click **Jump Start**. 2. Review the process and click **Continue**. 3. Choose a color theme. 4. Edit the default settings as needed and click **Save**. 5. Test your Self-Service portal by: 1. Clicking **Generate** to retrieve a test username and password. 2. Clicking **Access Self-Service Portal** to preview your pages. 3. Optionally, click **Invite** to notify other users how to log in and preview your pages. 6. Enable your Self-Service portal by copying the link provided in the **Enable Self-Service...** section to an appropriate place on your website. 7. Click **Done** when finished. 8. Enable your customers to use your Self-Service portal. See [Managing Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5 "Manage your Self-Service user information from a single place and make changes to more than one user at a time."). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip To change your settings, see [Enable Self-Service Features and Settings](https://help.salesforce.com/s/articleView?id=service.customize_selfserviceenable.htm&release=264.0.0&type=5 "Customize Self-Service by enabling features and settings."). The Self-Service Jump Start automatically enables the **Enable Self-Service** button on contact detail pages. #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") <!-- document id=1bae5b84d2989c20c6435f097aca456397ec40b437ae6717ff9faacf8bdda91c url=/admin/current/en-us/service/264-0-0/self-service_page_attributes.md --> # Self-Service Page Attributes You can modify certain Self-Service attributes with the point-and-click editor. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d8669e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8669e56 ">To set up the Self-Service portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8669e56 ">Manage Self-Service Portal</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8669e56 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8669e56 "> <p>Manage Self-Service Portal </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. The following is a list of Self-Service page attributes which can be modified with the point-and-click editor: | Page Attribute | Description | | --- | --- | | Color | The color of the text. | | Bold | The bolded value of the text. For example, whether the text is bolded or not. | | Font size | The size of the text. | | Font | A specific style of type in which letters are displayed. | | Font Family | A prioritized list of font family names for an element. Web browsers use the first font value recognized. | | Underline | The underline value of the text. For example, whether the text is underlined or not. | | Border Color | The color of a border. | | Border Style | The style of a border, such as dotted, dashed, or solid. | | Border Width | The width of a border. | | Bottom Border Width | The width of a bottom border. | | Padding | The amount of space between the border and the element. | | Padding Top | The amount of space to put between the top border and the element. | | Padding Right | The amount of space to put between the right border and the element. | | Padding Left | The amount of space to put between the left border and the element. | | Padding Bottom | The amount of space to put between the bottom border and the element. | | Height | The height of the element. | | Line Height | The height of a line. | | Background Color | The background color of the element. | | Background Repeat | The format in which the background image displays. For example, whether the image displays repeatedly in a horizontal or vertical format. | | Background Image | The background image of the element. The relative or absolute URL which hosts the image must be inside the surrounding URL() syntax. For example, url(/sserv/img/tabBg\_gray.gif). | #### See Also - [Set Up Your Self-Service Portal](https://help.salesforce.com/s/articleView?id=service.customize_selfservice.htm&release=264.0.0&type=5 "Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep.") - [Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") - [Customize the Self-Service Style Sheet](https://help.salesforce.com/s/articleView?id=service.customize_the_style_sheet.htm&release=264.0.0&type=5 "Select a predefined color theme, or download a sample Self-Service color theme so you can customize it.") <!-- document id=4065424f9d2980208688fd3eba9f8989159dacda3bd68a1ab2dc06cc25e32624 url=/admin/current/en-us/service/264-0-0/es_employee_hub_tour.md --> # Self-Service with Employee Portal As an employee, use the Employee Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and obtain manager approvals. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your own employee profile information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re a service representative looking to read articles or create a case for yourself on Employee Portal, log in with your Employee Portal account, not your HR Service Console account. The features of Employee Portal are packaged within several pages that are made up of components. The key pages available in Employee Portal are: - Home - Knowledge Center - Service Catalog - My Cases - My Approvals - My Profile If you’re a new Employee Portal user, check your email for a link to reset your Employee Portal password. - **[Employee Portal Features](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_home_page.htm&release=264.0.0&type=5)** After logging in, the Home page of Employee Portal provides an overview of the website and easy access to the key pages of the website. - **[Manage Your Profile Details](https://help.salesforce.com/s/articleView?id=service.es_manage_your_details.htm&release=264.0.0&type=5)** As employees, view and update your profile details on the My Profile page. - **[Refer to Knowledge Articles to Resolve Issues](https://help.salesforce.com/s/articleView?id=service.es_finding_answers.htm&release=264.0.0&type=5)** Before raising a support request, access the collection of knowledge articles in Knowledge Center and check whether a quick solution for your issues is available. - **[Raise Service Requests](https://help.salesforce.com/s/articleView?id=service.es_raise_service_requests.htm&release=264.0.0&type=5)** As employees, request for the human resource (HR) services provided by your company from the Service Catalog page. - **[Manage Cases](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_manage_cases.htm&release=264.0.0&type=5)** Employees can view, search, and create cases on the My Cases page. - **[Empowering Your Career with Employee Enablement Programs](https://help.salesforce.com/s/articleView?id=service.es_empowering_career_employee_enablement_programs.htm&release=264.0.0&type=5)** You can take employee enablement programs when an Enablement admin assigns you to a program or shares a program with you for self-enrollment. Take an assigned program starting at 12 AM on the start date, or take a self-enrolled program anytime after you enroll. - **[Approval Request Reviews](https://help.salesforce.com/s/articleView?id=service.es_approval_request_reviews.htm&release=264.0.0&type=5)** Some cases require manager approval. Managers receive an email notification when a case is assigned for approval. On the My Approvals page, managers can review and approve or reject the approval work items. Non-manager employees see an empty page. - **[Set Up Confidential Case Reporting](https://help.salesforce.com/s/articleView?id=service.hr_svc_set_up_confidential_case_reporting.htm&release=264.0.0&type=5)** Give employees a secure and discreet way to report confidential workplace issues, with safe routing based on the type of issue. <!-- document id=21909dd24185b07234a93d6effe03f1a5e3bd66422c624c79327956bf71b5852 url=/admin/current/en-us/service/264-0-0/messaging_sell_products_whatsapp.md --> # Sell Products and Services during WhatsApp Conversations Showcase your inventory and drive sales directly within a WhatsApp conversation by sending your entire catalog, a single-product message, or a multi-product message. ### Required Editions Instead of redirecting customers to external websites, use the Catalog messaging component to send your entire catalog, a single-product message, or a multi-product message. For more information, see the [Meta documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/catalogs/sell-products-and-services/share-products#product-messages). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Catalog Messages for Enhanced WhatsApp are available only for Agentforce Contact Center Digital. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sell_products_whatsapp__d835e1233"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sell_products_whatsapp__d835e1233" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d135819e105">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135819e105 ">To set up and edit Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135819e105 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135819e105 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135819e105 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. Upload your product or service inventory to Meta. 2. Connect your uploaded Meta Catalog to your WABA (WhatsApp Business Account). 3. From Setup, in the Quick Find box, enter Messaging Components, and select **Messaging Components**. 4. Click **New Component** and then click **Catalog**. 5. Click **Next**. 6. Enter the messaging component name, developer name, and provide a brief description of what the component does. 7. Click **Next**. 8. Select the Apex class that processes the catalog and then click **Done**. The Component Details page appears. 9. Click **\+ Add Catalog Type** and then click **Catalog Types**. 10. Click **Next**. 11. Select **Single-Product Message**, **Multi-Product Message**, or **Catalog Message** and then click **Done**. The Catalog tab appears under the Component Formats section in the left panel. 12. Click **Catalog** and configure Component Properties. 13. Click **Save**. 14. Click **Activate**. <!-- document id=649a98c1c8d8ee541cbab727887184e57f1b7a644519d0b0d662fec87fe16ded url=/admin/current/en-us/service/264-0-0/incident_mgmt_send_a_broadcast_alert.md --> # Send a Broadcast Alert When an incident occurs, send an alert to the appropriate team members so that they can take direct action and quickly resolve the issue. The alert is routed to the team based on the topics that are assigned to the group. For example, if an incident related to a hardware issue occurs, then you select Hardware Issue as the broadcast topic. The incident group that handles hardware issues is then notified. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Customer Service Incident Management must be enabled. - Broadcast alerts must be enabled. - Broadcast topics must be assigned to groups. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Click **New Broadcast Alert.** 3. Select the relevant broadcast topic and click **Next**. 4. Review the alert and click **Send**. ![Preview box for a broadcast alert.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_alert_preview.png) After you send a broadcast alert, the group’s team members see the alert on the Incident Alert utility’s Newest tab. #### See Also - [Respond to a Broadcast Alert](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_respond_to_a_broadcast_alert.htm&release=264.0.0&type=5 "To act on a broadcast alert, you can attach related cases to recent and ongoing incidents in the Incident Alerts utility. You can also open the incident to get caught up on the details. To use the Incident Alerts utility, an admin must add it to your Service app.") - [Set Up Broadcast Alerts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_alerts.htm&release=264.0.0&type=5 "To let users send an in-app alert when an incident occurs, enable broadcast alerts, create a broadcast topic, and assign it to a group. Then, if using a custom Lightning console app, add the Incident Alerts widget to your console.") <!-- document id=df08e3a63b73763e03574df907c4fbf47b0fe62127cb75aac47bedc6ea8db71a url=/admin/current/en-us/service/264-0-0/it_srvcs_broadcast_comms_send.md --> # Send a Broadcast Communication from an Incident or Change Request Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81052e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">To send a broadcast communication:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 "> <p>IT Fulfiller permission set</p> <p>AND</p> <p style="margin-bottom:0;">Broadcast Communication Sender permission set license</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">To draft broadcast messages with AI:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81052e74 ">Prompt Template User</td> </tr> </tbody> </table> Your admin turns on Broadcast Communications and enables the channels you can use. If no channels are enabled, you can't send a broadcast. See [Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_setup.htm&release=264.0.0&type=5 "Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests."). You send a broadcast from an incident or a change request. Each channel you select has its own tab, and a channel's fields become available only after you select that channel. Complete one channel at a time, and click **Done** to save each channel before you move to the next. 1. Open the incident or change request whose users you want to notify. 2. Click **Start Broadcast Communication**. The **New Broadcast Communication** window opens. 3. Under **Select the channels for this broadcast**, select the channels to send on. Select **Email**, **Microsoft Teams**, **Slack**, or **In-app**, or select **All**. A channel's fields become available only after you select it. You see only the channels that your admin enabled. 4. On a channel's tab, complete the fields, write the message, and save the changes. 1. Complete the channel's fields, such as the recipients and subject. On the Slack tab, the recipient dropdown lists Slack channels only for a sender whose Salesforce user is mapped to a Slack account. If you don't see Slack channels, sign in as a Slack-mapped user. See [Set Up Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5 "Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace."). 2. In the **Message** field, write the update, or click **Draft with AI** to generate one. Generative AI can produce inaccurate responses. Review and edit the message before you send it. The message can be up to 5,000 characters. 3. Click **Done** to save the channel. If you don't click **Done**, the channel isn't saved and the broadcast isn't sent on it. 5. Repeat for each other channel you want to broadcast on. To reuse content from a channel you already completed, click **Duplicate message & recipients here** on the new channel's tab. 6. Click **Send Broadcast**. The broadcast is sent, and it appears on the record's **Communications** tab. To review the broadcasts sent for a record, open the **Communications** tab. Each update shows its channel, recipients, subject, and message. To find a specific update, filter by channel—**All Updates**, **Email**, **In-app**, **Slack**, or **Microsoft Teams**—or search. <!-- document id=4d20d3b45e1d29420af454833d26ce9a0a2cf448f800bc6693761642184c5c72 url=/admin/current/en-us/service/264-0-0/incident_mgmt_send_a_broadcast_email.md --> # Send a Broadcast Email Send an email to customers impacted by an incident. You can send an email to a defined contact list. Or, if cases or products are attached to the incident, you can send a broadcast email to the case or product contacts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Customer Service Incident Management must be enabled. - Broadcast emails must be enabled. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Choose how to send the broadcast email and click **Next**. 3. Click **New Broadcast Email**. 4. Compose the email and click **Preview and Send**. 5. To send the email, click **Send**. ![Preview box for a broadcast email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_email_preview.png) #### See Also - [Set Up Broadcast Emails](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_emails.htm&release=264.0.0&type=5 "To let users send a broadcast email when an incident occurs, enable broadcast emails, manage or create a contact list view, or let your users send a broadcast email to case or product contacts related to the incident.") <!-- document id=aba04f41e2dc21de1d368cf99e15e52e1962e9d3636c366e3491b908ad7c9f4f url=/admin/current/en-us/service/264-0-0/incident_mgmt_send_a_broadcast_slack_message.md --> # Send a Broadcast Slack Message Keep stakeholders and leadership teams in the loop when an incident occurs with broadcast Slack messages. A broadcast Slack message is visible to all users who have access to the associated Slack channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Customer Service Incident Management must be enabled. - Broadcast Slack messages must be enabled. - Broadcast topics must be assigned to Slack channels. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Click **New Broadcast Slack Message**. 3. Select the relevant broadcast topic and template, and click **Next**. 4. Before sending a message, review the list of channels where the message will be sent. To send the broadcast message to a different channel, choose a different broadcast topic. 5. If applicable, review the message preview and click **Send**. To ensure that what you’re sending is appropriate to share, your admin might have a broadcast topic that sends messages to a test channel. You can use a test broadcast topic and Slack channel to ensure that your content is safe to share. 6. Confirm that the content is appropriate and click **Send Anyway**. ![Broadcast Slack message preview screen](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_slack_preview.png) #### See Also - [Set Up Broadcast Slack Messages](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_slack.htm&release=264.0.0&type=5 "To let users share incident updates in Slack, set up the Service for Slack app, enable broadcast Slack messages, create a broadcast topic, and assign it to a Slack channel.") <!-- document id=e4d529b4b5f54c251e90c54f9333795baa5cabe4bdc7b852e7c5024fe0d35965 url=/admin/current/en-us/service/264-0-0/live_agent_conference_in_chats.md --> # Send a Chat Conferencing Request As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. Chat conferencing lets you invite one or more agents into your customer chats. That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14940e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">To create and edit configurations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">To enable chat conferencing:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14940e55 ">Enable Chat Conference</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can conference in a single agent, or send a request to all agents and the first to accept joins the conference. You can conference multiple agents into a chat, but you must send each request individually. 1. While you’re chatting with a customer, click ![Chat Conferencing Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/chat_conferencing_icon.png). 2. Select the agents that you want to transfer into the chat. 3. Select whether to send the conference request to all agents with that skill or to a specific agent. 4. Click **Conference**. If the agent accepts the conference request, you see a notification in the chat log, and that agent can start chatting. If the agent declines the request, you see a notification above the chat log. The customer receives a notification when an agent joins or leaves a conference. 5. If you decide to exit the conference, click **Leave Conversation**. When the other agents leave the conference, agents see a notification in the chat log. The last agent in the conference must click **End Conversation**. When an agent joins a conference, older chats are loaded. Gray lines appear while they’re loading. When an agent doesn’t have access to other conversations with the customer, the agent sees a warning message indicating that some conversations aren’t viewable due to permissions. Any saved and attached records open for other agents who join the conference and have the appropriate permissions. Only the originating or longest-attending agent can attach other records. If the longest-attending agent attaches or removes records during the conference, other agents don’t see these changes in their workspaces. For more about transferring chats and workspaces, see [Transfer Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_requests.htm&release=264.0.0&type=5 "You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests."). If you use Omni-Channel routing, conferencing is available in Lightning Experience only. To transfer chat conferences, set the routing type to Omni-Channel. You can't transfer a chat conference if it’s routed using button skills. <!-- document id=0a82a1e610817c60e28c305738ee12098d6538c741015ee5fb7d94d829d99b8f url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_dynamic_file.md --> # Send a File with Dynamic Content from an Enhanced Bot Send a dynamic file as a bot message. For example, fill in and send a personalized invoice related to an account. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d99195e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99195e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99195e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Supported file types and sizes vary by channel. See [Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&type=5&language=en_US). To use a dynamic file in bot conversations, create an Apex class or flow that creates a file, uploads it to Files home, and returns the file’s ContentVersionId as output. To use a file created by an external service, create an Apex class or flow that stores the file in Files home and returns its ContentVersionId. See [File with Dynamic Content: Example Apex Class](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_dynamic_file_apex.htm&release=264.0.0&type=5 "To send a dynamic file with your enhanced bot, create an Apex class that generates a file and returns the ContentVersionId variable as output."). 1. In the Bot Builder, click **Dialogs**, and then select the dialog that you want to send a file from. 2. Add the Apex or Flow action dialog step to the dialog. Then create a bot variable that stores your Apex class or flow’s output. 1. From the Dialog Component Library, drag the **Apex** or **Flow** action onto the canvas. 2. In the Step Properties panel, in the Variable Name field, select the Apex class or flow that you created. 3. In the Variable Name field, create an ID variable that stores the action output. 3. Add the File dialog step to the dialog. 1. From the Dialog Component Library, drag the **File** dialog step onto the canvas. 2. In the Step Properties panel, in the File Interaction field, select **Send File**. And for the content type, select **Dynamic (Content Version Variable)**. 3. In the Variable Name field, enter and select the name of the ID variable you created. If you don’t see your variable, refresh the builder and try again. 4. Save your changes. When you’re ready, activate your bot. - **[File with Dynamic Content: Example Apex Class](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_dynamic_file_apex.htm&release=264.0.0&type=5)** To send a dynamic file with your enhanced bot, create an Apex class that generates a file and returns the `ContentVersionId` variable as output. <!-- document id=69aa7eb9de5ae8a5ae16541df5e0a91a4445f319b0eba5bb3f10690bbf9f70de url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_file.md --> # Send a File with Static Content from an Enhanced Bot Send a static file as a bot message. For example, send a PDF of a form or schedule for an event. Or send an image to help with instructions or troubleshooting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67665e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67665e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67665e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Supported file types and sizes vary by channel. See [Send Images and Files in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&type=5&language=en_US). 1. Upload a file from your computer or from Salesforce as an asset file. 1. From Files home, go to **Libraries** | **Asset Library**. 2. Click **Upload Asset File**. The file selector opens to let you upload a new file or select an existing file to make into an asset. 3. Enter a file name and an API name. 4. To make the file visible to customers outside of your organization, select **Let guest users see this asset file on public and login pages**. 5. Optionally, to make the file visible to your internal employees, select **Make asset file available to Salesforce org users**. 6. Save your changes. Your asset file is saved to the Asset Library and displays an Asset File label. 2. Navigate to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to send a file from. 3. From the Dialog Component Library, drag the **File** dialog step onto the canvas. 4. In the Step Properties panel, in the File Interaction field, select **Send File**. 5. In the File Name field, enter the name of your file to search for and select it. The search bar shows asset files only. If you don’t see your file, refresh the builder and try again. 6. Save your changes. Then when you’re ready, activate your bot. ![A File dialog step and Step Properties panel configured to send a file](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_outbound_file.png) <!-- document id=831c85ed6277074716013500c5770ecbe4821386ab72583abd7063dae0fcbc8b url=/admin/current/en-us/service/264-0-0/messaging_agent_initiated_outbound.md --> # Send a Message to a Customer Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web. - **[Send a Message to a Customer in an Enhanced Channel](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_0.htm&release=264.0.0&type=5)** To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action. - **[Send a Message to a Customer in a Standard Channel](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_1.htm&release=264.0.0&type=5)** To start a messaging session with a customer in a standard SMS channel, use the Start Conversation record action. - **[Troubleshoot the Send a Message Action in Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_send_message.htm&release=264.0.0&type=5)** Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips. #### See Also - [Set Up Business-Initiated Messaging for Enhanced Channels](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5 "To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.") - [Considerations for Business-Initiated Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_considerations.htm&release=264.0.0&type=5 "Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages.") - [Troubleshoot the Send a Message Action in Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_send_message.htm&release=264.0.0&type=5 "Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.") <!-- document id=6deab8e164cfdcd47ea3d206d2d96008d48279cf8a8eaf5b841c9768c876065f url=/admin/current/en-us/service/264-0-0/messaging_agent_initiated_outbound_1.md --> # Send a Message to a Customer in a Standard Channel To start a messaging session with a customer in a standard SMS channel, use the Start Conversation record action. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_agent_initiated_outbound_1__d366e728"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_agent_initiated_outbound_1__d366e728" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d102670e96">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102670e96 ">To initiate messaging sessions in standard channels: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102670e96 "> <p>Agent Initiated Outbound Messaging</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Messaging Agent</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102670e96 ">To view the Start Conversation button on Person Account records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102670e96 ">B2C</td> </tr> </tbody> </table> Service reps can start standard messaging sessions from these types of records: - Messaging user records for a standard messaging channel - Contact, person account, case, lead, or opportunity records that are associated with a messaging user record for a standard messaging channel ## From a Messaging User Record Use the Start Conversation record action on a messaging user record to start a messaging session with a customer. 1. In the Omni-Channel utility, set yourself as available. 2. From the App Launcher, click **Messaging Users** to open the Messaging Users tab. 3. Click the messaging user record in question. 4. Click **Start Conversation**. A new messaging session starts. 5. Send one or more messages, and then wait for the customer to respond. If you don’t see the Start Conversation button, here are possible reasons why. - The user opted out of receiving messages. - You’re not assigned to the queue that’s associated with the channel. - Business-initiated outbound messaging isn’t supported in the channel. The Start Conversation action is available in standard SMS channels and is in beta in standard Facebook Messenger channels. Enhanced Messaging channels use a different action. ## From Other Records Alternatively, start a messaging session from a contact, person account, case, lead, or opportunity record. 1. In the Omni-Channel utility or sidebar, set yourself as available. 2. On a messaging user record detail page, edit the appropriate lookup field: Case, Lead, Account, Contact, or Opportunity. 3. Select the record you want to link to, such as a specific case. 4. Click **Save**. 5. Navigate to the record you linked to the Messaging User. 6. From the actions menu, select **Start Conversation**. 7. Select the messaging user record that you want to have a conversation with. A customer can be associated with more than one messaging user, so there may be several to choose from. 8. Click **Start Conversation**. A new messaging session starts. 9. Send one or more messages, and then wait for the customer to respond. For the Start Conversation button to be visible on a person account or contact record, the person account or contact must be associated with the messaging user record. For the Start Conversation button to be visible on a lead, case, or opportunity record: - An inbound messaging session for the messaging user must exist in the channel, and the messaging session must be associated with the record where you want to start the conversation. - The button must be added to the record page layout in question: lead, case, or opportunity. <!-- document id=eb68dcf2b09a62f10c979c0d83d92103437d8ae2c19138df47b2dee93db17796 url=/admin/current/en-us/service/264-0-0/messaging_agent_initiated_outbound_0.md --> # Send a Message to a Customer in an Enhanced Channel To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_agent_initiated_outbound_0__image_zgw_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_agent_initiated_outbound_0__image_zgw_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for Web, standard WhatsApp, standard Facebook Messenger, and standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152871e96">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152871e96 ">To initiate messaging sessions in enhanced channels and Enhanced In-App Chat: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152871e96 "> <p>Initiate Messaging Sessions </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Messaging Agent</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152871e96 ">To auto-create messaging user records when initiating enhanced SMS messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152871e96 ">Send Initial SMS Message to Individual </td> </tr> </tbody> </table> In an enhanced channel, you can send a message even when you're offline. 1. From any Salesforce page, select **Send a Message** in the global action menu. ![Send a Message action in global action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_message_action.png) Alternatively, from a lead, person account, contact, or messaging user record detail page, select **Send a Message** in the record action menu or on the activity timeline. The action location can vary depending on where your admin added it. 2. Select a recipient. You can click the icon to look up an account, lead, contact, or messaging user. This field may already be completed, depending on which record you’re viewing. 3. Select a messaging channel. Only messaging channels associated with the select recipient are shown. If you’re the designated user on any channels whose Routing Type is set to User, those channels are shown first. Channels with a different designated user aren’t shown. 4. If you selected an SMS channel and this is your business’s first SMS message to the customer, select the box verifying that the customer consented to receive SMS messages from your business. If they didn’t, don’t send a message. 5. Click **Start Conversation**. ![Send a Message composer with a messaging user, an SMS channel, and a phone number selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_message_1.png) 6. Enter your message. Above the message field, you can see any previous messages exchanged with the customer in the channel. 1. If your channel supports non-text formats, click the microphone icon to record a voice message. 2. Click the plus icon to view other messaging actions, including inserting quick text, adding emoji, sending messaging components, and attaching files. 7. Click **Send**. ![Send a Message composer with a message entered: Howard, thanks for stopping by the store yesterday! Please reach out if there's anything else you need.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_message_2.png) 8. The message is sent. If it’s your business’s first message to the user, it also includes this text: This message is from \[first and last name of rep or business name\]. \[Help Response auto-response for the channel\]. ![Send a Message composer with the rep's sent message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_message_3.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you use quick text with merge fields in the Send Message composer, the merge fields will not populate until you send a message. The messaging session record doesn't exist until a message is sent, so the merge fields can't resolve. After you send your message or messages, you can close the composer. The Send a Message composer doesn’t update to show customer responses. If the customer responds, the way it’s routed depends on your capacity model. - If the service channel uses status-based capacity, the response is routed back to you and appears in your Omni-Channel inbox. - If the service channel uses tab-based capacity, the response is routed as a new messaging session and a different rep may pick it up. For details about customer responses, valid message recipients, and limits related to business-initiated messaging, see [Considerations for Business-Initiated Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_considerations.htm&release=264.0.0&type=5 "Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages."). #### See Also - [Set Up Business-Initiated Messaging for Enhanced Channels](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5 "To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.") - [Troubleshoot the Send a Message Action in Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_send_message.htm&release=264.0.0&type=5 "Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.") <!-- document id=17a235c0e096db2ed8f395e3147210bc2ce6aa019a688708cd3cac5fa0654a28 url=/admin/current/en-us/service/264-0-0/messaging_catalog_tutorial.md --> # Send a Meta Product Catalog in WhatsApp Engage your customers and drive sales by showcasing your products directly in a WhatsApp chat. Configure your catalog in Meta Commerce Manager, then in Salesforce create an Apex handler class, build the Catalog messaging component, and set up a screen flow to send the catalog. With the Catalog messaging component, share a single product, multiple products, or your entire Meta product catalog with customers during a messaging session. For more information on screen flows, see [Use Screen Flows to Interact with Users](https://help.salesforce.com/s/articleView?id=platform.create_forms_with_screen_flow_components.htm&type=5&language=en_US) and [Get Started with Screen Flows](https://trailhead.salesforce.com/content/learn/modules/screen-flows/get-started-with-screen-flows). 1. Set up your catalog in Meta Commerce Manager. 1. Log in to Meta Business Suite, create a catalog, and add products with titles, descriptions, website links, and prices. 2. Enable the catalog by using Meta Graph APIs. 3. In Commerce Manager, configure WhatsApp Commerce Settings by using Meta Graph APIs. This endpoint controls WhatsApp Commerce features such as viewable product catalogs and shopping carts. 4. In your WhatsApp Business Account settings, connect the catalog to your WhatsApp phone number, and set your default language and country. After you connect WhatsApp with Meta, the catalog can take 2 to 24 hours to appear in WhatsApp. You can't track the progress. 2. Create an Apex class to handle orders. 1. From Setup, in the Quick Find box, enter Apex Classes, and then select **Apex Classes**. 2. Select **New**. 3. Enter your Apex code. For single-product and catalog messages, your class must implement the RichMessaging.ProcessCatalogOrderHandler interface. For multi-product messages, create a list of RichMessaging.CatalogSection. See [Apex Classes for Catalog Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_catalog_apex_examples.htm&release=264.0.0&type=5 "Use these example Apex classes to process a Meta product catalog and return catalog data to your WhatsApp messaging component."). 4. Save your changes. 3. Create the Catalog messaging component. 1. From Setup, in the Quick Find box, enter Messaging Components, and then select **Messaging Components**. 2. Select **New Component**. 3. Select **Catalog**, and then select **Next**. 4. Enter a name and description for your component, and then select **Next**. 5. Select the Apex class you created, and then select **Done**. 6. In the Component Formats section, add a format for WhatsApp. 7. Select the catalog type to send: **Single-Product Message**, **Multi-Product Message**, or **Catalog Message**. 8. Configure the component properties, such as the body text, header, footer, and catalog ID. See [Catalog Component Properties](https://help.salesforce.com/s/articleView?id=service.messaging_catalog_comp_prop.htm&release=264.0.0&type=5 "Configure the messaging catalog component with these properties."). 9. Save your changes, and then select **Activate**. For single-product and full catalog messages, service reps can use the Messaging Components icon in the console to send the catalog to a customer. 4. (Optional) Send the multi-product message by using a screen flow. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select **New Flow**, then **Screen Flow**, then **Create**. 3. Add an Action element to the flow. 4. In the Action search box, search for and select **Get Multi Product Catalog Sections** (or the corresponding action for your catalog type). 5. Configure the action inputs — provide the catalog ID and product retailer IDs. 6. Add a Screen element to display the catalog in the messaging session. 7. Save your changes and activate the flow. <!-- document id=d58840925c00e494d5583db6b7bab55b428f2b1db5d945b8ffe71f1d5a14b293 url=/admin/current/en-us/service/264-0-0/messaging_customize_auto_response.md --> # Send a Personalized Customer Greeting with a Formula Template Send a personalized greeting to an end-user automatically when a service rep accepts their messaging session. Create a Start Conversation auto-response messaging component that contains a formula template. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_customize_auto_response__d609e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_customize_auto_response__d609e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Before building this recipe, consider these caveats: - It’s possible to reference fields from the Messaging Session object or the Messaging User object (since it's linked to Messaging Session) in an auto-response formula template for Start Conversation, End Conversation, and Inactive Conversation. It’s not possible to reference fields from the Messaging Session or Messaging User objects in Conversation Acknowledgement because you'd also have to use a flow to populate the data, and the flow wouldn't run in time for Conversation Acknowledgement. - Salesforce custom object fields are different from pre-chat custom fields. We’ll reference both types of fields in this recipe. [Learn more about the relationship and differences between these two types of fields](https://trailhead.salesforce.com/content/learn/modules/messaging-optimization-for-in-app-and-web/collect-information-to-help-end-users). In this example, we’ll create an auto-response Start Conversation greeting that references the service rep's name and the customer’s name. ## Create and Map your Fields 1. Ensure that you have the desired Salesforce object field set up in your org. If you intend to reference a custom Salesforce field, [create it now](https://help.salesforce.com/s/articleView?language=en_US&id=sf.adding_fields.htm&type=5). In this example, we pull the end-user’s name from the Messaging User field on the Messaging Session object. We also pull the service rep's name from the Last Modified By field on the Messaging Session object. 2. [Create a pre-chat form field](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US) where the end-user inputs data that travels back to the Salesforce field you identified or created in step 1. In this example, we’ll create a custom pre-chat field called Messaging User Name. We don’t need to create a Last Modified By custom pre-chat field because your org automatically populates the Salesforce field called Last Modified By. 3. [Map your custom pre-chat field to your Salesforce custom field using a flow](https://help.salesforce.com/s/articleView?language=en_US&id=sf.miaw_map_messaging_2.htm&type=5). In this example, we map the Messaging User Name pre-chat field to the Messaging User field on the Messaging Session object in Salesforce. ## Create Your Auto-Response Component and Formula Template 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components.** 2. Click **New Component**, and then click **Next**. 3. Select **Auto-Response**, and then click **Next**. 4. Enter the auto-response. For example: Custom Greeting. 5. Enter a name and description for your component, and click **Done**. The Messaging Component Builder opens. 6. Under Component Formats, select **Text**. 7. In the Type field, select **Template**. 8. In the Formula Template field, enter your greeting with parameters that reference the desired Salesforce custom fields. In this example, our formula template looks like: 1. Hi there {!$Parameters.MessagingSession.MessagingEndUser.Name}, my name is {!$Parameters.MessagingSession.LastModifiedBy.FirstName}, nice to meet you. 9. Save your changes. ## Add the Auto-Response Component to Your Channel 1. From Setup, enter Messaging Settings in the Quick Find box, and then select **Messaging Settings**. 2. Find your channel in the list, and click **Edit** in its action menu. 3. Choose whether to add your component to the Start Conversation, End Conversation, or Inactive Conversation fields. In this example, we’ll select our component in the Start Conversation field. 4. Test the component in an Enhanced Chat session. <!-- document id=06bba9045a1f39328afc9ee9a9a032ebde45749ae839d27f8c30d5dc96be21b8 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_async_form.md --> # Send a Secure Form from an Enhanced Bot Use the form messaging component to collect customer information quickly and securely in enhanced Apple Messages for Business or Enhanced Chat channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33418e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33418e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33418e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> This component is asynchronous. When the bot sends the component, the customer can continue the conversation and respond to the component later. Bots that use asynchronous components require careful configuration to ensure a natural conversational experience. Before adding this component to a bot, learn more about [best practices for asynchronous components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_best_practices.htm&release=264.0.0&type=5 "Customers don’t have to respond to asynchronous components right away. When you add an asynchronous component to a bot conversation, carefully consider your conversation design to gracefully handle errors and changes in context."). This component is available only for enhanced Apple Messages for Business and Messaging for In-App and Web channels. In enhanced bots, forms time out after five minutes. 1. From the Messaging Components page in Setup, [create a form messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&type=5&language=en_US). When you set up a form component, you specify a form title and a confirmation message. In the bot conversation, the title appears as the link to the form. When the customer submits the form, the confirmation message appears as a message from the customer. 2. Go to the Bot Builder. Click **Dialogs**, and then select the dialog that you want to add the form to. 3. Optionally, add a Message dialog step to prompt the customer to fill out the form. 1. From the Dialog Component Library, drag the **Message** dialog step onto the canvas. 2. In the Step Properties panel, enter your message to the customer. 4. From the Dialog Component Library, drag the Form dialog step onto the canvas. 5. In the Step Properties panel, enter the name of your messaging component to search for and select it. If you don’t see your component, refresh the builder and try again. 6. The form messaging component is asynchronous, so tell the bot what to do after sending the form. The bot can wait for customer input or move on to the next dialog step. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When exact matching or intent recognition are enabled, the customer can enter text that redirects the bot conversation to another dialog (for example, “Main Menu”), regardless of the option you select. 7. In the output section, select or create an ID variable to store the ID of the customer’s response. With this ID, you can create an Apex class or a flow to look up the customer’s response and use the information to customize the conversation. 8. Tell the bot what to do if the variable already contains a value. The bot can keep the original value and skip the form, or the bot can send the form and override the original value. 9. Optionally, select or create an object list variable to store the list of error types if the customer response results in an error. You can use Rule conditions and actions to customize the behavior of the Error Handler dialog based on the error variable. See [Error Handling for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_errors.htm&release=264.0.0&type=5 "Asynchronous components include an optional error variable to give you more control over how to handle specific errors. Use an Apex class and Rule actions to customize the behavior of the Error Handler dialog based on the error variable. For example, when a customer attempts to respond to an expired authentication request, you can prompt the user to try again with a new authentication request."). 10. Save your changes. To specify the bot’s behavior when a customer responds to the component, add a Rule action step after the component. The Rule action step ensures that whenever your customer responds to the component, their response is confirmed and the conversation is redirected appropriately. See [Conversation Design for Asynchronous Components](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_async_conversation.htm&release=264.0.0&type=5 "Because customers don’t have to respond to asynchronous components right away, these components require careful conversation design. Use asynchronous component settings and Rule conditions and actions to ensure a natural conversational experience."). #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") <!-- document id=2b7124929afdd9a4753b22e566320840320bbfa4dcc0834d987042bb72941dda url=/admin/current/en-us/service/264-0-0/customizesupport_email.md --> # Send and Receive Emails with Email-to-Case Communicate with customers over email directly from the Service Console. Email-to-Case turns customer emails into cases for your support team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> - **[Supported Editions for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce editions and user interfaces that support Email-to-Case. - **[Email-to-Case Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.email_to_case_limits_and_limitations.htm&release=264.0.0&type=5)** Email-to-Case’s on-demand service keeps email traffic outside your network’s firewall and refuses emails that are too large. - **[Set Up Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&release=264.0.0&type=5)** Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields. - **[Draft Personalized Emails with Service Email Assistant](https://help.salesforce.com/s/articleView?id=service.Draft_With_Einstein.htm&release=264.0.0&type=5)** Expedite your emails with AI. Using a preset or custom prompt instruction, Service Email Assistant pulls case data to draft a response to your customer. - **[Guidelines for Email System Forwarding with Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_forwarding_guidelines.htm&release=264.0.0&type=5)** When your customers send an email to a support address such as _support@mycompany.com_, your email provider forwards the email to Salesforce. How you configure email forwarding can impact whether Email-to-Case correctly attaches emails and responses to related cases. When email threading works properly, your service reps can grasp the full history of the customer’s email inquiry. - **[Email-to-Case Considerations](https://help.salesforce.com/s/articleView?id=service.faq_cases_email.htm&release=264.0.0&type=5)** Review considerations and limitations for Email-to-Case. - **[Email-to-Case Threading](https://help.salesforce.com/s/articleView?id=service.support_email_to_case_threading.htm&release=264.0.0&type=5)** Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status. - **[Translate Service Email with Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.email_translate_intro.htm&release=264.0.0&type=5)** Allow service reps and customers to communicate in different languages via Service Email. When a customer sends an email to your business, a service rep can translate it into their own language in the case feed. When the rep is ready to reply, they can translate their response into the end user’s language in the email composer, and then send it. #### See Also - [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&type=5&language=en_US) <!-- document id=e670da9f1f6169fab3fbc4d703ff77d7306f0c15f060e0a86e006a2bfa10e1d6 url=/admin/current/en-us/service/264-0-0/case_interaction_sending_email.md --> # Send and Reply to Email in the Salesforce Classic Case Feed Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113917e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113917e60 ">To send emails:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113917e60 ">Send Email </td> </tr> </tbody> </table> The email action in Case Feed is available only if your organization uses Email-to-Case and if the Enable Case Feed Actions and Feed Items setting is enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Depending on how your administrator has set up Case Feed, some of the options described in the screenshot aren’t available to you or look different. Here's how to use the email action. ![Case Feed email action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_email_publisher_annotated.png) 1. In the feed for the case, click **Email**. Depending on how your administrator has set up Case Feed, some of the options described in the screenshot aren’t available to you or look different. To write a reply to a message, click **Reply** or **Reply All** below an email message in the feed. 2. If your department uses email templates, [choose one for your message](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_email_templates.htm&release=264.0.0&type=5 "Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed."). 3. Select a **From** address. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If this field doesn't appear as a picklist, your administrator has already defined a From address. 4. The email address of the contact who created the case automatically appears in the To field, as long as the creator is an existing contact. To add more recipients, click ![Lookup icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/lookup.png) to look up an address, or type or paste email addresses or names in the To field. - When you enter an email address or name that matches one contact or user, the address appears as a button with the person's name. - To add several addresses at once, copy and paste them separated by spaces or commas. These email addresses appear as buttons, and, if they're associated with a contact or user, show the contact's name. - When you enter an email address that matches multiple contacts or users, the address appears as a button. Click the button to see a list of people associated with the email address. Choose the contact or user that you want to associate with the message. 5. If you want to copy other people on the message, click **Add Cc** or **Add Bcc**. 6. By default, the email subject is the name of the case it's related to. If you apply an email template that includes a subject, then the template subject is shown. You can edit the subject if you want to. 7. [Use the rich text editor](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5 "The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.") to add formatting to your message. 8. Create your message. If your department uses quick text messages, type ;; to insert one. 9. If your administrator has enabled email drafts, you can click **Save** to save a copy of your message without sending it. When you save a message as a draft, any support rep with access to the case can edit it. 10. Click **Attach File** or drag files in the attachments pane to add files to the message. 11. Optionally, [attach an article to the message](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_articles.htm&release=264.0.0&type=5 "Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers."). 12. Click **Send Email**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Depending on how your administrator has set up Case Feed, this button has a different name. Click and drag ![email publisher resize tool](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_email_publisher_resize_tool.png) in the bottom right corner to change the height of the message pane. Make it larger so you can see more of what you're writing. Make it smaller so you can see more of the case history in the feed without scrolling. After you resize the message pane, it appears in the new size each time you write an email, until you resize it again. #### See Also - [Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_portal_post.htm&release=264.0.0&type=5 "The Experience action in the case feed is your default option for responding to customers on cases that originated from an Experience Cloud site or customer portal.") - [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5 "Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.") - [Enable Case Feed Actions and Feed Items in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_enabling.htm&release=264.0.0&type=5 "Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions.") <!-- document id=5e6f5e0ca8ee9ef2662505051640814bd2ea292e4a5ed03ad00d70f5c4148425 url=/admin/current/en-us/service/264-0-0/cases_send_articles.md --> # Send Articles from Cases Service reps can send articles as PDFs to customers with cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d131238e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To set up Email-to-Case or On-Demand Email-to-Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To enable Email-to-Case or On-Demand Email-to-Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 "> <p>Modify all Data</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To customize page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change HTML email templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Edit HTML Templates</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change public email template folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Manage Public Templates</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">To create or change Visualforce email templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131238e55 ">Customize Application</td> </tr> </tbody> </table> If articles are associated with a case, users can attach PDF versions of the articles to an email simply by choosing a template you create. This capability is available in Salesforce Classic if [Email-to-Case or On-Demand-Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&type=5&language=en_US) is set up and the Email related list is visible on case page layouts. To allow service reps working on a case to automatically attach article PDFs to an email message: 1. From Setup, enter Email Templates in the Quick Find box, then select **Email Templates**. 2. Click **New Template** to create a template from scratch or click **Edit** next to an existing template. The new or edited template must include the Articles as PDFs case field. 3. For example, if you want to edit the SUPPORT: Case Response with Solution (SAMPLE) template to include articles instead of solutions, complete these steps: 1. Click **Edit** next to the SUPPORT: Case Response with Solution (SAMPLE) template. 2. Change the Email Template Name to SUPPORT: Case Response with Article (SAMPLE). 3. Modify the Template Unique Name as needed. 4. Choose **Case Fields** from the Select Field Type dropdown menu. 5. Choose **Articles as PDFs** from the Select Field dropdown menu. 6. Copy the value from the Copy Merge Field Value field and paste it in the email body. 4. Click **Save**. On the case detail page in the Emails related list, users can now click **Send an Email** and choose the new template. Articles associated with the case are automatically converted to PDF attachments, and the attachments can be previewed or deleted before the email is sent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Both the article and the knowledge base must be in the same language. For example, if your knowledge base language is English, but you want a Japanese article converted into a PDF, change your knowledge base language to Japanese before converting the article. (In Setup, enter Knowledge in the Quick Find box, select **Knowledge Settings**, then click **Edit**.). Consider the following information when using email templates that include the **Articles as PDFs** function: - The fields that appear in article PDFs are determined by your profile if the Use a profile to create customer-ready article PDFs on cases checkbox (from Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings**) is not selected. If you can see all fields in the original article, all fields also appear in the automatically generated PDF. If field-level security restricts you from seeing a field on an article, that field and its data do not appear in the article's PDF. - If the Use a profile to create customer-ready article PDFs on cases checkbox is selected and a profile is chosen from the **Profile** menu (from Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings**), the chosen profile determines which fields appear in automatically generated PDFs. For example, if you are sending article PDFs to customers, you can choose the Customer Portal User profile to ensure that internal-only fields do not appear in article PDFs. - Fields in the Properties section of an article, including First Published, Last Modified, Last Published, and Summary, are not included in any PDF version regardless of setting or profile. <!-- document id=ae43f3bf9b0acfb8fc53bec1affd17da71ae4c62a2d74a6fd787ec323e23b9a4 url=/admin/current/en-us/service/264-0-0/messaging_send_audio_messages.md --> # Send Audio Messages in Messaging Sessions If a customer is more comfortable with spoken instruction, honor their preference. Record and send audio messages, also called voice messages or voice notes, up to 1 minute long in supported Enhanced Messaging channels.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_send_audio_messages__d621e3199"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_send_audio_messages__d621e3199" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, and Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced LINE, Standard SMS, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43380e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43380e98 ">To send and receive messages in Enhanced Messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43380e98 "> <p>Messaging Agent</p> <p style="margin-bottom:0;">Create Public Links</p> </td> </tr> </tbody> </table> 1. In an active messaging session, click the microphone icon in the message field (1). 2. If you’re prompted, give your web browser access to your microphone. 3. Speak your message for up to 1 minute. 4. Click the stop icon (2) when you’re done. 5. Optionally, play back your message (3) or delete it (4). 6. When you’re ready, send it to the customer (5). ![Voice message controls in Messaging](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_audio.png) After you send an audio message, the customer can access it for 30 days. Audio messages are included in the conversation transcript just like any other message. <!-- document id=060298f04c9ccbaeb551ffc72dc458aa4ed57a7772ac39b82715bcd0cb159ccb url=/admin/current/en-us/service/264-0-0/messaging_automated_enhanced.md --> # Send Automated Messages in Enhanced Messaging Channels Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_automated_enhanced__image_cgj_vgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_automated_enhanced__image_cgj_vgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, enhanced WhatsApp, enhanced SMS, enhanced LINE, and enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for Web, standard and enhanced Facebook Messenger, standard WhatsApp, standard SMS, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d151273e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 ">To create, edit, or view processes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 "> <p style="margin-bottom:0;">Manage Flow</p> <p style="margin-bottom:0;">AND View All Data</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d151273e98 "> <p>Customize Application AND View Setup and Configuration </p> <p>OR</p> <p style="margin-bottom:0;">System Administrator </p> </td> </tr> </tbody> </table> Automated messages appear in a customer’s messaging history. They don’t require a response, but if the customer does respond, their response is routed back to your support team. - **[Troubleshoot Errors for Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_enhanced_log.htm&release=264.0.0&type=5)** If something goes wrong when a flow tries to send a message notification in an enhanced Messaging channel, review the Enhanced Messaging Log to find out what happened. #### See Also - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&release=264.0.0&type=5 "Before creating messaging components for service reps to send in messaging sessions, review important considerations.") ## Step 1: (Enhanced WhatsApp Only) Prepare Your Templates in WhatsApp Business Manager In WhatsApp channels, automated messages must be based on a WhatsApp template. The template determines your component's look and feel in messaging sessions. When an automated message is sent in an enhanced WhatsApp channel, it counts as one outbound message, regardless of whether it’s sent within the 24-hour customer care window. 1. Verify that Salesforce supports the WhatsApp template that you want to create. Salesforce supports these native WhatsApp templates. - Auto-pay reminder - Delivery confirmation - Delivery update - Order confirmation - Order pickup - Order refund - Order status update - Payment notice - Receipt attached (location in header not supported) - Transaction alert - Interactive message templates that have interactive buttons to copy code, redirection buttons with static or dynamic URL, and interactive reply WhatsApp external templates containing location headers aren't supported. 2. If you’re upgrading from a standard channel or migrating a number from an external business service provider (BSP), copy your message templates from the original WhatsApp Business account (WABA) to the new WABA associated with your enhanced channel. 1. From Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**. 2. In the channel list, click the name of your enhanced WhatsApp channel. 3. Under Message Templates, enter the ID of your original WABA that was associated with your standard channel or external BSP. You must associate the original WABA and your new channel WABA with the same Meta Business ID. 3. Click **Copy Templates**. ![Message Templates section showing Copy Templates button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_template_copying.png) 4. Re-create any message templates that couldn’t be copied from a previous WABA. ## Step 2: Create Notification Messaging Components A notification messaging component determines the content of your automated message. Depending on the channel where it's sent, you can add special formats to further control your component’s appearance. 1. Create a notification messaging component in Setup. 1. Go to the Messaging Components page in Setup. 2. Click **New Component**. 3. Click **Notification**, then click **Next**. 4. Enter the plain text version of your automated message, using merge fields to add information like the customer’s name or case status. Upload an image, which is used in some component formats. Then, click **Next**. 5. Enter a name and description for your component. For example, Order Status Change. 6. Click **Done**. The Messaging Component Builder opens. 7. Optionally, in the left-hand menu, click **Text** to further customize the plain text version of your automated message. The Text version is used in any channel where your preferred format isn’t available. 8. Save your changes. 2. (Enhanced In-App Chat and Apple Messages for Business only) Optionally, include a rich link in your automated message. 1. Click **Add Format**. Select **Rich Link**, and then click **Done**. ![Rich Link format selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_notif_r_link.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as Rich Link, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 2. In the left-hand menu, click **Constant** to replace the example URL and link title with your own. 3. In the left-hand menu, click **Rich Link** to confirm the format properties. For the image, URL, and link title, select **Constant** and select the only available constant. 4. Save your changes. 3. (Enhanced WhatsApp channels only) Connect your messaging component to an existing WhatsApp message template. 1. On the Details page of your component in the Messaging Component Builder, click **Add Format**. Select **External Template**, and then click **Done**. ![Rich Link format selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_notif_ext_template.png) 2. Click **Select Template**. 3. Select your WhatsApp Business account. Then, select your template from a list of your approved templates. 4. In the properties pane, update your template’s properties—for example, select a standard object’s field value to show in your message. 5. To edit your template in WhatsApp, click **Open in WhatsApp Business Manager** and make your edits. When you return to the Messaging Component Builder, refresh the page to see your changes. 6. Save your changes. When you're ready, activate the component. ## Step 3: Create a Flow to Send Your Messaging Component Create a flow that sends the notification messaging component under certain conditions. Your flow only sends messages to customers who have a messaging user record associated with the messaging channel where you want to send it. For example, if your customer Leo doesn’t have a messaging user record that’s associated with your enhanced WhatsApp channel, the flow can’t send Leo an automated message in WhatsApp. Messaging user records are auto-created when customers contact you in the channel, but you can also create them [manually](https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&release=264.0.0&type=5 "Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels."). 1. From Setup, in the Quick Find box, enter Flows, then select **Flows**. 2. Click **New Flow**. 3. Select the flow type, and click **Next**. The Flow Builder canvas opens. 4. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status. 5. Add an action to the canvas. The New Action window opens. 6. Select the Send Conversation Messages action and complete the fields. ![Send Conversation Messages flow action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_messages_action.png) 1. In the Messaging Users field, select the collection variable that you created. 2. In the Messaging Component field, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup. 3. Select when to send the message. 4. Select whether to apply the messaging end user's consent preferences for a channel when determining who receives the message (recommended). 5. In the Session Longevity field, select one of these options to determine what to do after the message is sent. Select **Yes, End Session Immediately** if the end user doesn’t need to respond in this messaging session. Select **No, Keep Session Open** to give the end user a chance to respond in this messaging session. If a previous session is still open, this session closes immediately. You can’t have two messaging sessions open at the same time. Select **No, Keep Session Open or Append to Existing Session** to append the outbound triggered message to an existing, open messaging session with a New status. If there's no existing session with these characteristics, keep this session open. Examples of open sessions with a New status include rep-initiated or triggered outreach messages where the customer hasn’t replied yet. You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails. To track messages sent by this flow action, review the Enhanced Messaging Log.  ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If needed, service reps can also manually send notification messaging components to customers. Click the messaging component action in the messaging window, and select and send the component. #### See Also - [Flow Core Actions: Send Conversation Messages](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_actions_sendconversationmessages.htm&type=5&language=en_US) <!-- document id=1bbc86576f353cc2b5e5a6debb103bbb3fccc27bf3a5d82dc8b1c07e8e9786ba url=/admin/current/en-us/service/264-0-0/livemessage_automatic_message_notifications_create.md --> # Send Automated Messages in Standard Messaging Channels Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_automatic_message_notifications_create__d386e728"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_automatic_message_notifications_create__d386e728" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103729e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">To create messaging templates and view errors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">View Setup and Configuration</td> </tr> </tbody> </table> Automated messages appear in a customer’s messaging history. They don’t require a response, but if the customer does respond, their response is routed back to your support team. Each automated message is based on a messaging template that determines the message content. You can add merge fields to your templates to include personalized data, such as the customer’s name or case status. A template can be used for multiple types of Messaging channels. After you create templates, create a flow to send the template-based messages. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Messaging User fields can’t be inserted as merge fields. You can access fields only from these objects: Account, Asset, Case, Contact, Lead, Location, Opportunity, Organization, Service Contract, User, and any custom object with **Allow Activities** enabled. When Field Service is enabled, you can also access fields from these objects: Assigned Resource, Maintenance Plan, Return Order, Service Appointment, Work Order. When Work.com is installed with Broadcast permissions, the Employee object is available. Create your messaging template in Setup. 1. From Setup, enter Messaging in the Quick Find box, and select **Messaging Templates**. 2. Click **New**. 3. Enter a name and description for your template. 4. In the Message field, enter your message. Use merge fields to insert variables into the message, such as the customer's name or case status. ![The merge fields section of the messaging template pop-up](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/message_template_merge_fields_sec.png) If you’re creating a standard WhatsApp template, copy and paste the approved template while replacing the parameter placeholders with your merge fields. The remaining template content must match your WhatsApp submission exactly, including spaces and line breaks. 5. Select the channels where this template will be available. ![The channel section of the messaging template pop-up](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/message_template_channel_sec.png) 6. Click **Save**. After you create a messaging template, [create a flow](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_notifications_flows.htm&release=264.0.0&type=5 "Set up automation that sends template-based messages in standard Messaging channels when certain conditions are met.") that manages the sending of the message. - **[Create a Flow to Send Messages in Standard Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_notifications_flows.htm&release=264.0.0&type=5)** Set up automation that sends template-based messages in standard Messaging channels when certain conditions are met. - **[Troubleshoot Errors for Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_troubleshoot_errors.htm&release=264.0.0&type=5)** If something goes wrong when a flow tries to send a message notification in a standard Messaging channel, review the Standard Messaging Error Log to find out what happened. <!-- document id=64c22637732e8a02a384f893d5b46e773c275565d4656acb45885ca3f18ecf95 url=/admin/current/en-us/service/264-0-0/messaging_broadcast_send_list_view.md --> # Send Broadcast Messages Send a bulk SMS from a contact, employee, person account, or messaging user list view in a standard SMS channel. View your company’s sent broadcast messages in the Broadcast Messages tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_broadcast_send_list_view__d286e1964"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_broadcast_send_list_view__d286e1964" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d98143e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98143e95 ">To send one-to-many messages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98143e95 ">Send One-to-Many Messages</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Broadcast messages can't be sent in SMS channels that use Omni-Channel flow routing. In your SMS channel settings, make sure that **Enable Advanced Routing** isn't selected. 1. Open a contact, employee, person account, or messaging user list view. Employee is available only if your company purchased Work.com. If you want to message only a subset of people in the list view, select them. If you select no one, then your message is sent to everyone in the list view. 2. Click **Send Message**. 3. Confirm the sender numbers that you want to send this message from, and click **Next**. 4. Give your message an internal name. 5. Select a messaging template. If you don’t see one that fits, ask your Salesforce admin to create one for you. 6. Click **Next**. 7. Review your message, and click **Send**. To see sent broadcast messages, open the app containing the Broadcast Messages tab. Then select **Broadcast Messages** from the navigation menu. You can see each message name, the template used, the message content, and the number of recipients. ![The Broadcast Message tab in an app.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/BM-tab.png) <!-- document id=856e025ba79998aa10107848af9e304adbda0958b0a9b4d9630a11ab81866bbf url=/admin/current/en-us/service/264-0-0/case_interaction_send_email_quick_action_considerations.md --> # Send Email Action Considerations for Cases Before working with the Send Email action for cases, be aware of these limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> As of Spring '17, the Lightning Email Composer has been replaced with a new Send Email action. The old Send Email action no longer displays to end users. It remains in existing page layouts, but isn’t in the page layout editor palette. If you remove the action from a page layout, you can’t add it back. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip How do you tell the difference between the new and old Send Email actions? Hover your mouse over a Send Email action in the page layout editor palette. The new action has its Action Type listed as Quick Action. ## General - You can’t add custom fields or rename existing fields in the Send Email action. - The From field is required. If the From field isn’t on the Send Email action layout, it must have a predefined value set. - HTML Body content is required; Text Body content is only supported on the case-specific Send Email action. If the HTML Body field isn’t on the Send Email action layout, it must have a predefined value set. - Org-wide email addresses can’t be used with Salesforce Inbox. - Customer community users in Experience Cloud sites can't send emails. - The Related To field can’t be set to Cases in the global Send Email action. - To see the Email tab in the activity composer, set **Email Deliverability** to All Email. - For each email in the case feed, support reps see a dropdown menu with reply options. If you have multiple email actions in the case feed publisher, support reps see groups of reply actions in the dropdown menu. - In email replies, merge fields in the body of the original email (the quoted content) are automatically modified to include spaces between brackets. This security measure prevents merge fields from resolving to field values. ## Cases - Turn on Email-to-Case to enable the case-specific Send Email action on cases. - Only the case-specific Send Email action can be added to cases. - The Email Composer tab must be selected in the Feed for the Reply and Reply-All Email actions to work. - You can’t send emails related to cases from the Global Actions menu. ## Predefined Values - The To Address, CC Address, and BCC Address fields only accept email addresses as predefined values. Use string fields, such as Contact.custom\_email\_field. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Emails sent with only email addresses specified aren’t associated with Salesforce records. - The To Recipients, CC Recipients, and BCC Recipients fields accept a list of Salesforce Ids using the JUNCTIONIDLIST function. Use ID fields, such as Contact.Id. Emails sent with these predefined fields ensure that emails are associated with Salesforce records. For example, like the case’s contact record. You can use the To Recipients, CC Recipients, and BCC Recipients fields to send emails to multiple contacts and users. The fields work only with the email action for cases. - When you click on the email composer tab, Reply All responds to the most recent email in the case, based on the Created Date field. - When you click on the email composer tab, you Reply All to the latest email in the current case. - When you Reply All, either by clicking on the email composer tab or by clicking Reply All on a specific email, Salesforce populates the **CC** field. If you’re replying to an inbound message, the **CC** field is based on that message’s **To** and **CC** values. This does not include Email-to-Case routing addresses or org-wide addresses. If you’re replying to an outbound message, the **CC** field is populated only if that outbound message has a **CC** field. If you're using custom code to work with the new Send Email action, note that the action type defaults to Reply All. This means that the **CC** field is prepopulated. - To treat this as a Reply, predefine CC Address as null under the Send Email Quick Action. This impacts every usage of that Quick Action. Or consider creating a custom SendEmail Quick Action specifically for your API use case, setting the CC Address predefined value to null. - These behaviors apply only to the Reply All action, not Reply. - You can only predefine Related To for an entity-specific quick action, not a global quick action. - The predefined field values for the To Recipients, CC Recipients, and BCC Recipients fields are filled only for the initial email. The fields aren’t pre-filled for reply emails or forwarded emails. - Predefined values aren’t supported in emails initiated from the Assistant or Opportunity Insights. - If Compliance BCC is enabled, predefined values for the BCC field are ignored. If Auto BCC is enabled, predefined values for the BCC field are appended to the Auto BCC address. - If an admin removes the BCC field from the layout, Auto BCC doesn’t populate the user's email address in the email. - An admin's configuration takes precedence over Auto BCC. If an admin specifies a predefined BCC value, the email is populated with the predefined value and not the Auto-BCC email address. <!-- document id=5437cbaff7d4c897710c5cfcadf3dd864bab8c2f596daf1ed48d7c556d7b8bd6 url=/admin/current/en-us/service/264-0-0/livemessage_agent_send_files.md --> # Send Images and Files in Messaging Sessions Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent_send_files__d1146e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_send_files__d1146e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155496e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">To send and receive messages in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 "> <p>Enhanced Chat User permission set license </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">To send and receive messages in standard and enhanced messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">Messaging Agent</td> </tr> </tbody> </table> Supported file types and maximum attachment size vary depending on the channel type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e131">Channel Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e134">Maximum File Size</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e137">Supported File Types</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Enhanced Chat</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 "> <p style="margin-bottom:0;">5 MB</p> </td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 "> <p>Outbound: .bmp, .csv, .doc, .docx, .gif, .jpg, .jpeg, .pdf, .png, .tiff, .txt, .xls, .xlsx, and .xml</p> <p style="margin-bottom:0;">Inbound: <a href="https://help.salesforce.com/s/articleView?id=service.enhanced_chat_customer_file_types.htm&type=5&language=en_US" target="_blank">End users can send over 900 file types.</a></p> </td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">WhatsApp (Enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">Varies by file type.</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 "> <p>.jpeg, .png., .pdf, .txt, .ppt, .pptx, .pps, .ppsx, .doc, .docx, .xls, .xlsx, .csv., .json, .xml, .rtf, .aac, .amr., .mp4, .3gp</p> <p style="margin-bottom:0;">Inbound only: .mp3, .ogg, .mpeg</p> </td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Facebook Messenger (Enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">25 MB</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, png, .bmp, .tiff, .webp, .txt, .pdf, .psd, .rtf, .xls, .xml, .exe, .zip, .mp3, .mov, .mp4, .3gp, .gif</td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Apple Messages for Business (Enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">100 MB</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpg, .jpeg, .bmp, .tiff, .txt, .pdf, .psd, .rtf, .xls, .xlsx, .doc, .docx, .ppt, .json, .pptx, .pps, .ppsx, .csv, .xml, .pkpass, .ics, .exe, .zip, .usdz, .mp3, .caf, .mov, .mp4, .3gp, .gif</td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">LINE (Enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">Varies by file type. For details, see <a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5" title="LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).">Considerations for LINE Messaging Channels</a>.</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpeg, .mpf, .m4a</td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Bring Your Own Channel</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">25 MB</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpg, .jpeg, .bmp, .tiff, .gif, .txt, .pdf, .psd, .rtf, .xls, .xlsx, .doc, .docx, .ppt, .pptx, .json, .pps, .ppsx, .csv, .xml, .mov, .mp4, .3gp, .3g2, .mpg, .mp3, .caf, .m4a, .exe, .zip, .ics, .pkpass, .usdz </td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">SMS long codes (Standard and enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 "> <ul> <li>AT&T: 1 MB</li> <li>T-Mobile: 1 MB</li> <li>Verizon: 1.2 MB</li> <li>Sprint: 2 MB</li> <li>US cellular: 500 KB</li> </ul> </td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, .png, .gif</td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">SMS toll-free long codes (Standard and enhanced)</td> <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">525 KB</td> <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, .png, .gif</td> </tr> </tbody> </table> 1. Click the paperclip icon in the messaging window. 2. Select the image or file that you want to send. You can send only one file at a time. 3. If your file is a public link, optionally create an expiration date for it. 4. Click the send icon. ![Image sent in a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_images.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - In standard channels, service reps can’t send text and a file in the same message. - Images and file attachments sent over SMS long code channels are supported only for US and Canadian numbers associated with Salesforce North American instances. View your instance on the Company Information page in Setup. SMS short code channels don’t support images and file attachments. - In enhanced channels excluding LINE and WhatsApp, reps can receive GIFs but not send them. LINE and WhatsApp don't support GIFs. - In enhanced Facebook Messenger channels, file attachments are sent with randomly generated file names rather than the original file name. - In enhanced channels, if customers attach multiple files to one message, the rep may not receive the message. If this occurs, the customer can try sending one attachment per message. - To let customers view previews of asset files sent by bots or reps, first add the Salesforce CRM Content User feature license to your org, then to the users who send files. To let bots and reps share files in enhanced channels and Enhanced Chat, enable file sharing for enhanced Messaging channels. - **[Enable File Sharing for Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_file_sharing.htm&release=264.0.0&type=5)** To let service reps and bots share files with customers in enhanced Messaging channels and Enhanced Chat, configure your content delivery settings. - **[Enable Public Linking on an Asset File](https://help.salesforce.com/s/articleView?id=service.messaging_asset_files.htm&release=264.0.0&type=5)** To let customers view previews of asset files sent by service reps or bots, enable public link capability on the file. #### See Also - [Share Knowledge Article URLs in Channels](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_public_url.htm&type=5&language=en_US) - [Share Knowledge Articles in Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_lex.htm&type=5&language=en_US) - [_Salesforce Help:_Customize the File Sharing Experience](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_customer_file_types.htm&release=264.0.0&type=5 "Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents.") <!-- document id=fb5f060b4e4e6c2352255def604f147616e83bd89433ba6bef86aef727b00562 url=/admin/current/en-us/service/264-0-0/messaging_send_links.md --> # Send Links in Messaging Sessions To share a link with a customer in a messaging session, send an enhanced link messaging component, which includes a link title, URL, and image. Or, copy and paste the URL into the messaging field and send it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_send_links__d911e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_send_links__d911e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64647e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64647e80 ">To send and receive messages in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64647e80 "> <p>Enhanced Chat User permission set license </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64647e80 ">To send and receive messages in standard and enhanced messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64647e80 ">Messaging Agent</td> </tr> </tbody> </table> If you paste a URL into the messaging field and send it, the customer can see a link preview or just the text of the URL. What they see depends on several factors, including the link requirements of the messaging app (Apple Messages for Business, Facebook Messenger, and so on) and the speed of the connection. To make sure that links appear in a rich format, consider creating enhanced link messaging components for frequently shared links. In enhanced WhatsApp channels, enhanced link components are available only in the text format, so we recommend using the copy and paste method. Sending a URL in WhatsApp or in any enhanced Messaging channel typically auto-generates a link preview. If a Messaging or CCaaS partner supports link previews for your Bring Your Own Channel or Bring Your Own Channel for CCaaS messaging channel, paste a URL into the message field to send it as a rich link. You don’t need an enhanced link messaging component. To share a link with a customer in a messaging session, perform either of these steps. 1. Send an enhanced link messaging component. 1. Click the messaging component action under the messaging field (1). 2. Find the enhanced link component and click **Insert**. 3. Click the send icon. 2. Send a URL via the copy and paste method. 1. Copy and paste the URL into the messaging field (2). 2. Click the send icon. ![Messaging window with messaging component action highlighted and a URL pasted into the messaging field](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_links.png) #### See Also - [Send Messaging Components in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_send_components.htm&release=264.0.0&type=5 "Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions.") - [Create and Send Enhanced Links in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm&release=264.0.0&type=5 "An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat.") - [_Bring Your Own Channel Developer Guide:_ Send URLs with Link Previews](https://developer.salesforce.com/docs/service/messaging-partner/guide/link-previews.html) - [_Bring Your Own Channel for CCaaS Developer Guide:_ Send URLs with Link Previews](https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/guide/link-previews.html) <!-- document id=95f8362ed19acb8c8c99c464b68d9338522064ce904537ebd2eb6e6a43646b0d url=/admin/current/en-us/service/264-0-0/messaging_send_components.md --> # Send Messaging Components in Messaging Sessions Messaging components let you send structured content, such as a question with clickable options, to customers in enhanced Messaging channels and Enhanced Chat. Admins create messaging components ahead of time so that service reps can quickly select and send them during messaging sessions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_send_components__d1176e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_send_components__d1176e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d79724e102">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79724e102 ">To send and receive messages in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79724e102 "> <p>Enhanced Chat User permission set license </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79724e102 ">To send and receive messages in standard and enhanced messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79724e102 ">Messaging Agent</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Auto-response messaging components, which are available only for Enhanced Chat, aren’t sent from the Service Console. Instead, they’re selected in the channel’s settings. The components are sent to the customer automatically when a messaging session starts or ends, or when a service rep joins. ## Send Static Messaging Components To send messaging components with static content, use the messaging component action in the messaging window. 1. During an active messaging session, click the messaging component action. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show a particular type of component. 3. Select the component that you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. The component is sent to the customer and appears in the conversation transcript. The component’s appearance varies depending on the channel type, component type, and how the component was configured. ## Send Dynamic Messaging Components To send messaging components with dynamic content, such as time selectors, run a flow in the Service Console. Your admin may group messaging component flows into one section to make them easier to find. Your admin configures the flow’s steps, start button label, and location in the Service Console, so it may look different from our example. 1. On the messaging session page, find and run the flow to send the component. ![Flow component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_comp_flow.png) 2. Finish the flow. A placeholder appears below the message field. No preview of the component is available. ![Component preview](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_comp_flow_2.png) 3. Click **Send** in the message field. The component is sent to the customer and appears in the conversation transcript. ![Dynamic messaging component in a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_dyn_comp.png) #### See Also - [Create and Send Enhanced Links in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_enhanced_link.htm&release=264.0.0&type=5 "An enhanced link is a web page link that includes an image and custom link text. They're ideal for sharing frequently visited web pages, such as the home page of your website. Create enhanced link messaging components that service reps can send to customers in supported enhanced Messaging channels or Enhanced Chat.") - [Create and Send Questions with Static Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_static_options.htm&release=264.0.0&type=5 "Create questions with static options to standardize the way that service reps gather information from customers. For example, create a question that asks customers to select the reason for their inquiry. Reps can send the question component to customers in supported enhanced Messaging channels and Enhanced Chat.") - [Create and Send Questions with Dynamic Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_dynamic_options.htm&release=264.0.0&type=5 "To quickly locate the record that a customer is inquiring about, let service reps send customers a question with a dynamic list of records to choose from. For example, ask customers to choose from a list of their recent orders or cases. Create your question and options in Setup, and then add a flow that service reps run to send the question to customers in a messaging session.") - [Create and Send Time Selectors in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_time_selector.htm&release=264.0.0&type=5 "Prompt customers to select from a list of time slots during messaging sessions. For example, ask customers to select a time for a service visit or delivery. Create a time selector messaging component, and then link it to a flow and an Apex class. Service reps run the flow to send the time selector to a customer, and the Apex class provides the list of time slots.") - [Create and Send Secure Forms in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&release=264.0.0&type=5 "To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information.") - [Create and Send Authentication Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&release=264.0.0&type=5 "Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google. ") - [Create and Send Payment Requests in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_payment.htm&release=264.0.0&type=5 "Request payments from customers during messaging sessions with a payment messaging component. Service reps can send the component to prompt the customer to make a payment with Apple Pay. ") - [Share External Apps in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&release=264.0.0&type=5 "Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat. ") <!-- document id=531c6a72cf4f4fa2b2c22cd4403a86fae34065c76cc6c213b626783e3ead6f20 url=/admin/current/en-us/service/264-0-0/live_agent_send_quick_text_messages.md --> # Send Quick Text Messages in Chats Send chat customers predefined messages to respond more quickly. You can create quick text for greetings, notes, answers to common questions, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d34416e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34416e56 ">To access quick text while chatting with visitors: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34416e56 ">Read on Quick Text</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you don't have access to quick text, contact your Salesforce admin. 1. While chatting with a customer, open the quick text browser. - In Salesforce Classic, on Mac OS or Windows, type ;; in the message field. - In Lightning Experience, type one of the following commands in the message field. Mac OS: Cmd+. Windows: Ctrl+. A list of quick text messages displays. Recently used messages display first. 2. To see additional quick text messages, type a word or phrase. A list of messages that include those words appears. 3. To see the title and full text of a message, hover over it or highlight it using the arrow keys on your keyboard. The full message displays in the preview panel. 4. To select a message and add it to your chat, click it or use your keyboard to highlight it and then press Enter. 5. To send the message, click **Send** or press Enter on your keyboard. <!-- document id=05fad1c5b8488e4f9a229f7c518848d68cc4a6907d3b64401d77cd514eb3eb87 url=/admin/current/en-us/service/264-0-0/support_surveys_parent.md --> # Send Surveys with Salesforce Feedback Management Engage customers and users with relevant, personalized surveys. Incorporate survey data into your feedback management process to gain actionable insights throughout the customer lifecycle. To get started, see [Salesforce Feedback Management](https://help.salesforce.com/s/articleView?id=xcloud.concept_salesforce_surveys.htm&type=5&language=en_US). <!-- document id=10beee83910dfacf483590b8d10d6127e49b7fbfc4a36d8b01fcb51f9a3b13b5 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_templates.md --> # Send Template-Based Automated Messages in WhatsApp Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_templates__d823e559"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_templates__d823e559" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This feature requires the WhatsApp Outbound Messages SKU. You can create and use up to 250 templates for one WhatsApp Business account. ## Creating WhatsApp Templates in Salesforce Any automated message that you send in an enhanced WhatsApp channel must be based on a template that WhatsApp has approved. Each message template is language- and country-specific. To use a template in enhanced WhatsApp channels, create a notification messaging component in Salesforce and then add an External Template format to create the WhatsApp template. Activate the messaging component to submit the template to Meta for approval. Approval usually just takes up to a day. When it’s approved, set up a flow to send the templated message. For detailed steps, see [Send Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&language=en_US). ## How Template Categories Work When you submit a WhatsApp template for approval, you must select one of WhatsApp’s three official template categories for your template. View these categories and their subcategories in the [Meta documentation](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines). In Salesforce, you can create templates with the Utility or Marketing categories–Authentication isn’t supported. ## Migrating Message Templates Each WhatsApp template that you create is associated with a WhatsApp Business account (WABA). If you’re upgrading or migrating to an enhanced WhatsApp channel from a standard channel or other business service provider, you can copy the templates from your original WABA to the WABA associated with your enhanced channel. Template copying occurs on your channel’s record home page in Setup, in the Message Templates section. If a template fails to be copied to the destination WABA that you specify, recreate the template in Salesforce. #### See Also - [_Meta Documentation:_ Create message templates for your WhatsApp Business account](https://www.facebook.com/business/help/2055875911147364?id=2129163877102343) - [_Meta Documentation:_ Template Categorization](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines) - [_Meta Documentation:_ Template Guidelines](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/) <!-- document id=70ebf3c85973cc402695c1c719e8c169b9143a77d3c6f0d3b2e0219e2733e817 url=/admin/current/en-us/service/264-0-0/fs_serialized_products_fields.md --> # Serialized Products and Serialized Products Transactions Fields Review the Serialized Products and Serialized Products Transactions fields. Sometimes you can’t see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Serialized Products Each serialized product has a serial number. They have these fields. | Field Name | Description | | --- | --- | | Asset | The asset associated with the serialized product. | | Expiration Date | The date the product expires. | | Name | The name of the serialized product record (auto-generated). | | Owner Name | The person who owns the serialized product. | | Product | The product associated with the serialized product. | | Product Item | The product item associated with the serialized product. | | Serial Number | The serial number of the product. | | Status | The status of the serialized product. | ## Serialized Products Transactions Serialized product transactions are auto-generated records that help you track the status change for a serialized product. They have these fields. | Field Name | Description | | --- | --- | | Name | The number automatically assigned to the serialized product. | | Serialized Product | The serialized product associated with the transactions. | | Related Record | The product transfer or product consumed associated with the serialized product. | | Transaction Type | The action that the transaction tracks. | <!-- document id=0721c6e41641b25186159e6002065f41f226cb8fa04a515a5fd89b3253562810 url=/admin/current/en-us/service/264-0-0/miaw_sse_for_real_time_messaging.md --> # Server-Sent Events for Real-Time Messaging Understand how our platform uses Server-Sent Events (SSE) to push data directly to a user's browser in real time. Learn why network security tools sometimes flag and block SSE connections. ### Required Editions [View Supported Editions](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26676e41">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d26676e41 ">To manage connections and handle messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26676e41 "> <ul> <li>Enhaced Chat User permission set</li> <li>Enhanced Chat Rep user permission</li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d26676e41 ">To reply or transfer conversations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26676e41 ">Access Conversation Entries permission. This permission is available via the Service Cloud Voice User license or the Agentforce Service Agent User license.</td> </tr> </tbody> </table> Unlike traditional polling, where a browser constantly asks for updates, SSE keeps a single open line for instant delivery. | Feature | polling | SSE | | --- | --- | --- | | Connection | Short-lived, frequent | Long-lived, single connection | | Efficiency | Low (high overhead) | High (low overhead) | | Latency | Delayed | Instant (real-time) | ## Why Network Security Blocks SSE Because SSE connections stay open indefinitely, security tools designed for stop-and-start web traffic often flag them. Common failure points include: - **SSL and TLS inspection**: Security engines sometimes buffer the stream to scan for viruses. Because the stream never ends, the data is held indefinitely and never reaches the user. - **Proxy buffering**: Proxies waiting for a full file never see one, which causes the application to freeze. - **Connection timeouts**: Firewalls sometimes kill the connection if they deem it idle during quiet periods. - **[Configure Your Network for Server-Sent Events](https://help.salesforce.com/s/articleView?id=service.configure_server_sent_events.htm&release=264.0.0&type=5)** Make sure that your real-time messaging services have stable connectivity by configuring your IT and network security settings. <!-- document id=c81b17b5eb26556af8baf89bc6eab1727a2fb225fef431876423bae0429f64cf url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_aht_calculations.md --> # Service AI Adoption Metrics Calculations The Service AI Adoption Analytics dashboard tracks Average Handle Time (AHT) and Employee Satisfaction (ESAT) to measure the overall impact of AI solutions for service on your contact center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Understand How the Dashboard Calculates AHT AHT measures the operational efficiency gained from AI solutions for service. The dashboard calculates AHT in three steps. - Categorizes records based on filters. The dashboard pulls records based on your filters and categorizes them by AI usage. - Overall—All filtered records. - Used AI (True)—Any record where an AI feature was used at least once per day. For example, when a rep types manual replies and generates a work summary for a record, then it’s considered as false for service replies, true for work summaries, and true for both service replies and work summaries. - Didn’t Use AI (False)—Records where AI features were available, but the service rep didn’t use them. - Identifies closed records. The dashboard identifies the service rep work records closed within the date filters. - Calculates AHT. The dashboard calculates AHT across those closed service rep work records. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example If a service rep manually replies to a message but generates a work summary, the record’s classification depends on your selected filters. - Used AI (True): If you select both Service Replies and Work Summaries, the record is marked True because the rep used at least one enabled AI feature. - Didn’t Use AI (False): If you select only Service Replies, the record is marked False because the rep did not use the specific AI feature you’re tracking. ## Feature-Specific Exceptions AHT tracking varies depending on ‌the specific channel and product filters that you apply. - Service Replies: This operation tracks AHT for both True and False scenarios. - Work Summaries (Non-Email): Channels like chat or messaging only show AHT for records marked as True (Used AI). - Work Summaries (Email): AHT isn’t calculated for email summaries. ## Understand How the Dashboard Calculates ESAT ESAT shows how satisfied your service reps are with AI solutions for Service. The dashboard calculates the ESAT score from direct feedback, such as thumbs up or thumbs down from service reps. A high ESAT score indicates that service reps work efficiently, which leads to better productivity, higher-quality customer interactions, and improved customer satisfaction. By monitoring ESAT, admins can identify and resolve friction points in feature prompts and settings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To report accurate ESAT KPI metrics, make sure that you have enabled [Einstein Generative AI Audit and Feedback](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_enable_audit_feedback.htm&release=264.0.0&type=5 "To ensure the Service AI Adoption and Analytics dashboard reports accurate ESAT KPI metrics, enable audit and feedback data in Einstein setup. Otherwise, these metrics might be incomplete or missing."). ESAT calculations vary depending on the AI feature. - Service Replies for Messaging: - Thumbs down is the only explicit option available for reps to provide negative feedback. - Thumbs up is implicit for Service Replies for Messaging. A positive score is recorded when a rep posts a service reply. - Work Summaries: Thumbs up and Thumbs down options are explicitly shown to reps across all Work Summary types. ## Considerations for ESAT Feedback - When a rep clicks Thumbs down, they’re prompted to select a reason for their feedback. The dashboard groups negative feedback into specific categories. - If a rep submits feedback more than once on an interaction (for example, switching between Thumbs up and Thumbs down), only the last feedback counts for ESAT calculation. <!-- document id=81295f9a9fdf8c37d01591fa7d7bf5a716963152d3b933a849eb67e2f5a9ef70 url=/admin/current/en-us/service/264-0-0/service_intel_use_service_ai_and_adoption_analytics_dashboards.md --> # Service AI and Adoption Analytics Dashboards Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong>  Editions with Agentforce 1 Service Edition</td></tr></tbody></table> - **[Einstein for Service Overview](https://help.salesforce.com/s/articleView?id=service.service_intel_service_ai_adoption_overview_tab.htm&release=264.0.0&type=5)** Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction. - **[KPIs Tab](https://help.salesforce.com/s/articleView?id=service.service_intel_service_ai_adoption_kpi_tab.htm&release=264.0.0&type=5)** Analyze the overall usage and adoption trends across all Customer Service Representative (CSR) groups to identify key areas of success and opportunity. Assess service efficiency by reviewing overall average handle time (AHT) and monitor quality by tracking the overall employee satisfaction score (ESAT) and response quality metrics. For example, a service manager can find patterns that explain fluctuations in agent efficiency and customer dissatisfaction. Filter by overall AHT, negative feedback use reasons, and AHT comparison trend to isolate reasons for extended handle times or negative feedback. Implement targeted interventions, such as coaching on complex case types or modifying the AI suggestions. These actions address the underlying issues, and also enhance customer sentiment. <!-- document id=d0d98e1b6abb71f27d793b634c561e250b9b65001d5bcdc0142a17953a678eb3 url=/admin/current/en-us/service/264-0-0/fs_appointment_fields.md --> # Service Appointment Fields for Field Service Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21373e70">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d21373e73">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">(Read only) The account associated with the appointment. If the parent record is a work order or work order line item, this field’s value is inherited from the parent. Otherwise, it remains blank.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Actual Duration (Minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The number of minutes that it took the resource to complete the appointment after arriving at the address. When values are first added to the Actual Start and Actual End fields, the Actual Duration is automatically populated to list the difference between the Actual Start and Actual End. If the Actual Start and Actual End fields are subsequently updated, the Actual Duration field doesn’t reupdate, but you can manually update it.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Actual End</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The actual date and time the appointment ended.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Actual Start</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The actual date and time the appointment started.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The address where the appointment is taking place. The address is inherited from the parent record if the parent record is a work order or work order line item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Appointment Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">An auto-assigned number that identifies the appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Arrival Window End</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The end of the window of time in which the mobile worker is scheduled to arrive at the site. <span id="fs_appointment_fields__arrival_window"><a name="fs_appointment_fields__arrival_window"><!-- --></a>This window is typically larger than the Scheduled Start and End window to allow time for delays and scheduling changes. You may choose to share the Arrival Window Start and End with the customer, but keep the Scheduled Start and End internal-only.</span></td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Arrival Window Start</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The beginning of the window of time in which the mobile worker is scheduled to arrive at the site. <span>This window is typically larger than the Scheduled Start and End window to allow time for delays and scheduling changes. You may choose to share the Arrival Window Start and End with the customer, but keep the Scheduled Start and End internal-only.</span></td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Bundle</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Indicates if this service appointment is a bundle service appointment. The default value is false.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Bundle Member</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Indicates if this service appointment is a bundle member service appointment. The default value is false.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Bundle Policy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Reference to the bundle policy associated with this service appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Contact</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The contact associated with the appointment. If the parent record is a work order or work order line item, this field’s value is inherited from the parent.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The description of the appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Due Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The date by which the appointment must be completed. Earliest Start Permitted and Due Date typically reflect terms in the customer’s service-level agreement.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The estimated length of the appointment. If the parent record is work order or work order line item, the appointment inherits its parent’s duration, but it can be manually updated. The duration is in minutes or hours based on the value selected in the Duration Type field.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">DurationInMinutes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The estimated time required to complete the service appointment, in minutes. This field is for internal use.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Duration Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The unit of the duration: Minutes or Hours.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Earliest Start Permitted</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The date after which the appointment must be completed. Earliest Start Permitted and Due Date typically reflect terms in the customer’s service-level agreement.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Latitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>Used with Longitude to specify the precise geolocation of the address where the service appointments is completed. Acceptable values are numbers between –90 and 90 with up to 15 decimal places. This field is available via the API only.</p> <p style="margin-bottom:0;">To integrate data from an external data source for latitude, map your data to the<samp class="parmname"> ServiceAppointment.Latitude</samp> and not the <samp class="parmname">ServiceAppointment.FSL__InternalSLRGeolocation__Latitude__s</samp> field. </p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Longitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>Used with Latitude to specify the precise geolocation of the address where the service appointment is completed. Acceptable values are numbers between –180 and 180 with up to 15 decimal places. This field is available in the API only.</p> <p style="margin-bottom:0;">To integrate data from an external data source for longitude, map your data to the <samp class="parmname">ServiceAppointment.Longitude</samp> and not the <samp class="parmname">ServiceAppointment.FSL__InternalSLRGeolocation__Longitude__s</samp> field. </p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Manually Bundled</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Applicable when you’re using the Appointment Bundler. This field is a read-only field. Indicates if this bundle was created manually. The default value is false.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Offsite Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>Applicable only when you’re using Enhanced Scheduling and Optimization. Indicates whether this appointment can be done remotely. If selected, no travel time is added to the schedule assigned resource record when the job is scheduled. For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be done from anywhere. See <a href="https://help.salesforce.com/s/articleView?id=service.pfs_offsite_service_appointments.htm&release=264.0.0&type=5" title="Optimize your mobile workers’ schedules for increased productivity by marking service appointments as offsite when jobs can be done remotely, even if an address is specified. For example, remote technical assistance, filling out reports, or renewing health and safety certifications can be done from anywhere. No travel time is added to the schedule if a service appointment is marked as offsite or has no address, or if a resource absence has no address. Enhanced Scheduling and Optimization must be enabled.">Schedule Appointments Without Travel</a>. </p> <p>If the Service Resource Availability work rule is configured to have a fixed gap (minimum break time between service appointments), this setting is ignored on the service appointment record, such that travel time to the appointment is still calculated and displayed on the Gantt.</p> <p style="margin-bottom:0;">Enhanced Scheduling and Optimization must be enabled. As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Orgs existing prior to Summer ’23 must add the Offsite Appointment field to the page layout.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Parent Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The parent record associated with the appointment. The parent record can’t be updated after the service appointment is created.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Parent Record Status Category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">(Read only) The Status Category of the parent record. If the parent record is a work order or work order line item, this field is populated; otherwise, it remains blank.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Parent Record Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">(Read only) The type of parent record: Account, Asset, Lead, Opportunity, Work Order, or Work Order Line Item.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Related Bundle</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Applicable when you’re using the Appointment Bundler. The bundle that this service appointment is a member of.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Scheduled End</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The time at which the appointment is scheduled to end. <span id="fs_appointment_fields__man_packages"><a name="fs_appointment_fields__man_packages"><!-- --></a>If you’re using the Field Service managed package with the scheduling optimizer, this field is populated when the appointment is assigned to a resource. </span>Scheduled End – Scheduled Start = Estimated Duration.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Scheduled Start</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The time at which the appointment is scheduled to start. <span>If you’re using the Field Service managed package with the scheduling optimizer, this field is populated when the appointment is assigned to a resource. </span></td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Schedule Mode</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">(Read only) Shows Auto or Manual after performing automated or manual scheduling. When using Enhanced Scheduling and Optimization, the Schedule Mode field shows how the appointment was scheduled: Drag and Drop, Schedule, Global Optimization, In-Day Optimization, or Resource Optimization. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Service Note</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">Add notes such as an appointment summary or recommendations for future work. Depending on your settings, these notes might appear on a customer-facing service report.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The service territory associated with the appointment. If the parent record is a work order or work order line item, the appointment inherits its parent’s service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>The status of the appointment. The picklist includes the following values, which can be customized:</p> <ul> <li>None—Default value.</li> <li>Scheduled—The service appointment is scheduled.</li> <li>Dispatched—The service resource is in route.</li> <li>In Progress—The service resource started the work.</li> <li>Cannot Complete—The service resource couldn’t complete the appointment for any reason.</li> <li>Completed—The service resource completed the work.</li> <li>Canceled—The service appointment has been canceled.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Status Category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>The category that each Status value falls into. The Status Category field’s values are identical to the standard Status values.</p> <p><span id="fs_appointment_fields__stat_cat_2"><a name="fs_appointment_fields__stat_cat_2"><!-- --></a>If you create custom Status values, you must indicate which category it belongs to. For example, if you create a Customer Absent value, you may decide that it belongs in the Cannot Complete category.</span></p> <p style="margin-bottom:0;">To learn which processes reference Status Category, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5" title="Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.">How are Status Categories Used?</a></p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">A short phrase describing the appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Transaction</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 ">The last transaction ID of the scheduling and optimization request that updated this object. The transaction ID is automatically generated and populated by the Enhanced Scheduling and Optimization engine.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e70 ">Work Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d21373e73 "> <p>(Read only) The work type associated with the service appointment. The work type is inherited from the appointment’s parent record if the parent is a work order or work order line item.</p> <p style="margin-bottom:0;">If Lightning Scheduler is also in use, this field is editable. However, users see an error if they update it to list a different work type than the parent record’s work type.</p> </td> </tr> </tbody> </table> #### See Also - [Manage Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_schedule_policy.htm&release=264.0.0&type=5 "Create, schedule, reschedule, and unschedule service appointments. Fix overlaps, group nearby appointments, and fill schedule gaps.") <!-- document id=3de1ee3910f9bcdd9bf5f3efcf46f2ca569b02c488e3edcac480df46a4b92921 url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_appt_list.md --> # Service Appointment List in the Scheduling Console View service appointments in the Scheduling Console using a standard list view that supports global search and other functionalities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The service appointment list view in the Scheduling Console uses standard Salesforce list views. It supports global search and other functionalities. You can customize the appointment list to fit your needs. In the Service Appointments tab, select a list view and then modify its displayed columns or filters. You can also create a new list view. With server-side filtering, the service appointment list view is limited to displaying 2,000 appointments at a time. However, searching within the list shows any appointment that meets the current Gantt and service appointment list settings, regardless of this limit. The service appointment list search functionality in the Scheduling Console uses the same standard Salesforce list view search capabilities, maintaining consistency in the field types available for user searches. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Searching by lookup fields (fields that link to related records) and searching for multiple values using commas aren't supported in the service appointment list or in global search. The last appointment list that you selected is retained and remains the default list next time it loads. ![Service appointment list view showing a selected list with search bar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_select_list_view.png) - Select a service appointment list to view (1). - Search for a service appointment within the list (2). ## Global Search Leveraging the existing Salesforce [Einstein Search](https://help.salesforce.com/s/articleView?id=xcloud.basics_search_parent.htm&type=5&language=en_US), dispatchers can instantly search for and locate any service appointment across their entire org, even those not visible in their current service appointment list. Search doesn’t require switching views, date ranges, or service territories. The search results appear in a temporary list, showing a maximum of 50 records. Live updates aren't applied to these results, and sorting isn't supported. Admins can configure up to 10 fields which users can search by when using the service appointment list's global search. If users need to search by fields on related records such as Work Order, Account, and Assigned Resource, those fields can be exposed on the Service Appointment object and included in the global search configuration. ![Service appointment list showing the Search All global search field](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_global_search.png) Use **Search All** to search all service appointments in your org (1). ## Service Appointment List Filtering Use predefined filters to control which service appointments appear in the service appointment list. Available on any appointment list view, these filters help you to quickly isolate appointments requiring immediate action, such as those that are in jeopardy, or violating scheduling rules. To refine your appointment list, select from the following filters. When the filtering criteria are based on Status, the filters consider the [status category](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&type=5&language=en_US), which maps all standard and custom status values to categories corresponding to the default status values. Conditions have an OR statement between them. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69051e169">Filter Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69051e172">Definition</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Canceled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments whose status category is Canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Contractors</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments that are assigned to capacity-based resources.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Crews</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments whose parent work order or work order line item requires a crew of more than one person.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Gantt Rule Violations</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments that have rule violations and their status category isn't Canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">In Jeopardy</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments that are marked In Jeopardy and their status category isn't Canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Match Gantt</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments that are currently shown on the Gantt, which means they have one or more assigned resources and fall within the defined time frame.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Scheduled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments with an assigned resource.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">To-Do</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 "> <p>Service appointments that match one of these criteria.</p> <ul> <li>The status category is None.</li> <li>The appointment has rule violations.</li> <li>The appointment is In Jeopardy and its status category isn’t Canceled or Completed.</li> </ul> </td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e169 ">Unscheduled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d69051e172 ">Service appointments that don’t have an assigned resource. </td> </tr> </tbody> </table> Only one filter can be active at a time. Your active filters are saved when you switch between saved appointment lists, preventing unexpected changes to your view. The filters you last applied to a list are also retained the next time you open the Scheduling Console. To support the Gantt Rule Violations and To-Do filters, the service appointment list includes a Rule Violations column that shows the violated rules for each appointment. If you use global search to find service appointments across your entire org, you can’t apply filters to the temporary list that shows your search results. Admins can enable or disable specific filters for all users, or for users with specific profiles or permission sets. They can also hide filters that aren't relevant to your organization's business process. For example, if your organization doesn't use contractors, the Contractors filter can be hidden. ![Service appointment list showing the available filters](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_filters.png) - Click the Filter icon (1). - Select a filter from the filter bar (2). ## Differences from the Classic Dispatch Console Some service appointment list functionalities found in the Classic Dispatch Console aren't supported in the Scheduling Console. - **X days before and after the Horizon**: Not a native list view configuration concept in the Scheduling Console. Users can create list views with [relative date filters](https://help.salesforce.com/s/articleView?id=analytics.filter_dates_relative.htm&type=5&language=en_US). ![Unsupported setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_diff_not_supported_1.png) - **Show only appointments shown on the Gantt** filter option: Not a configurable setting within a Scheduling Console list view definition. ![Unsupported setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_diff_not_supported_2.png) - **Rule Violations** Field or Filter: In the Classic Dispatch Console, you can create a custom filter based on the Rule Violations field to include or exclude rule-violating appointments. The Scheduling Console doesn't support this — there's no equivalent Rule Violations field available for standard Salesforce list view filters. To surface rule-violating appointments in the Scheduling Console, use the Gantt Rule Violations filter from the filter bar above the service appointment list. The filter shows rule violations only for appointments currently shown on the Gantt and within the Gantt’s date range. ![Unsupported setting](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_appt_list_diff_not_supported_3.png) - Long Text Field Conditions: Salesforce list views don’t support conditions on long text fields. <!-- document id=604469e93a9010f8b9f246076649796bd0f12cfa81fc8ea48da29190631dd38c url=/admin/current/en-us/service/264-0-0/ifs_dashboards_sa.md --> # Service Appointments Dashboard Understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes. Select from the filters to refine your view, and review the high-level statistics. In the charts, you can see service appointments by time, territory, status, and work type. Lastly, drill into details for each service appointment. | KPI | CALCULATION | | --- | --- | | Total Appointments | Total number of service appointments. | | Unscheduled | Total number of service appointments in unscheduled status. | | Scheduled | Total number of service appointments in scheduled status. | | Average travel time | The estimated travel time from the assigned Resource object for the appointment. | | Average appointment duration | The average number of minutes it takes to complete a service appointment. | | First time fix rate\* | The percentage of service appointments marked as Complete versus the total number of appointments marked as Completed  and Cannot Complete over the specified time period. | | Due date | Total number of service appointments that are the past due date without any activity or set status. | | Service appointment by status | Total number of service appointments by status. | | Service appointment by territory | Total number of service appointments by service territories. | | Service appointment by work type | Total number of service appointments by work type. | | Service appointment by time | Total number of service appointments by day, week, month or year based on scheduled start date. | <!-- document id=c4b36d54afeee6b7a93355e85c53f10f1c833e21055d52d40541ced2767e14f3 url=/admin/current/en-us/service/264-0-0/wfs_manage_sa_visits_interactions.md --> # Service Appointments, Visits, and Interactions in Workforce Scheduling Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling supports scheduling work at your organization’s location (on-site) and at a customer’s location or another external site (in the field). Scheduled work is backed by a Service Appointment record. For industry-specific work, Workforce Scheduling schedules Visits or Interactions instead. Visits represent field work, for example, home inspections or property assessments. Interactions represent on-site work at your organization’s location, for example, benefits interviews at a government office or DMV licensing appointments. When you schedule a Visit or Interaction, Workforce Scheduling creates a Service Appointment in the background. The record type that gets scheduled — Service Appointment, Visit, or Interaction — is determined by the work type. Service Appointments are the core scheduling object in Salesforce. The scheduling engine uses Service Appointments to find available time slots, assign resources, optimize schedules, and detect scheduling conflicts. Scheduling configurations — including work types, service territories, and scheduling policies — tell the engine how to schedule and assign work. Which record should you use? You typically work with Service Appointment records directly when scheduling field work that doesn’t require industry-specific fields or workflows, such as break-fix, repair, or maintenance work, which is backed by a Work Order. Visits are industry-specific objects for field appointments, commonly used in Agentforce Public Sector for home visits, inspections, or case management. Use Visits when the work requires a service resource to travel to a customer site, a property, or another external location. Each Visit is automatically created and connected to a Service Appointment and Work Order in the background. You don’t interact with the underlying Service Appointment or Work Order directly — the scheduling engine keeps them synchronized with the Visit. Interactions represent on-site appointments at your organization’s location, such as in-office interviews or orientation sessions. Interactions are also created and synced automatically with Service Appointments in the background. Unlike Visits, Interactions are designed for customers coming to your location — for example, a benefits interview at a Family Services office or a DMV licensing appointment. The scheduling engine uses the appointment details on the Visit or Interaction record, such as the customer address, service territory, earliest start, and due date, to find optimal time slots and assign resources. When you schedule a Visit or Interaction, the scheduling engine schedules the underlying Service Appointment. When the engine assigns a resource, the Visit or Interaction updates automatically. For most fields, you edit the Visit or Interaction record — not the underlying Service Appointment or Work Order — and your changes sync to the Service Appointment. The scheduling and optimization engine owns a few fields on the Visit or Interaction record: Scheduled Start, Scheduled End, Assigned Resource, and Status. These fields are read-only on the record page. To change status, use an action that updates it, such as Schedule, Cancel Appointment, or Change Status in the Operations Console. The change syncs to the Service Appointment automatically. #### See Also - [Manage Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_appointments.htm&release=264.0.0&type=5 "Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow.") - [Manage Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_visits.htm&release=264.0.0&type=5 "A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications.") - [Manage Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_interactions.htm&release=264.0.0&type=5 "An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.") <!-- document id=7547373cca1baac2237454c8b79077fb39cbba2f4398a5f5d193c26f46dbbdeb url=/admin/current/en-us/service/264-0-0/sp_plan_ui_capbilites.md --> # Service Assistant Agent, Component, and Capabilities Learn about the Service Assistant component, where service reps work through a service plan and receive additional resolution support with agent chat and optional capabilities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Assistant for Case with guidance and dynamic plans</li> <li>Service Assistant for Messaging</li> <li>Service Assistant for Voice</li> </ul> </td> </tr> </tbody> </table> - [Service Assistant Agent, Component, and Plans](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5) - [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5) - [Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5) ## Service Assistant Agent, Component, and Plans Service reps receive issue resolution assistance in the Service Assistant component, a Lightning web component that shows as a panel on the case, messaging, or voice record pages. The component is powered by the Service Assistant agent, the proactive AI agent on the record. The agent monitors the record in real time to provide step-by-step resolution guidance with a service plan. It also executes a set of optional capabilities that help service reps resolve issues. Together, the agent, the panel component, and its capabilities form the core parts of Service Assistant. - **AI Agent, Plans, and Capabilities**: Service Assistant is a proactive AI agent that guides service reps through issue resolution in real time with a service plan. A service plan is the core capability of Service Assistant that provides step-by-step guidance grounded in the record data and your grounding sources, such as knowledge articles. Service Assistant monitors the record throughout its lifecycle and updates the plan as the record changes. To give reps more support, you can extend Service Assistant with optional capabilities, such as Case Catch-Up & Insights and Service Replies. Service Assistant orchestrates the service plan and these capabilities together in real time. - **Agent Panel & Component**: Service Assistant is contained within a Lightning web component as an agent panel on the case, messaging, or voice record pages. The component is the surface layer where service reps work with the Service Assistant agent to receive resolution guidance through a service plan. The component surfaces any Service Assistant capabilities you turn on, each as its own card. The agent panel also has an agent chat box where service reps can receive on-demand support from Service Assistant, such as asking questions about record details, looking up knowledge, and running actions. - **Adaptive Experience**: The agent, the component, and the capabilities you turn on make up the Adaptive Experience. Because the agent monitors the record, updates the service plan in real time, and proactively surfaces capabilities, Service Assistant provides an adaptive, real-time issue resolution experience for service reps. Here’s an overview of the component UI with a service plan. Because the service plan is the core feature of Service Assistant, it provides a cohesive overview of how the component works. The UI shown is the same for Service Assistant for Case, Messaging, and Voice. ![The Service Assistant panel with the service plan, plan steps, and agent chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ui.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:35.21126760563381%"> <col style="width:64.7887323943662%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61931e142">Part</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61931e145">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e142 ">Service Assistant Panel (1):</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e145 ">Contains both the service plan interface and the agent chat. It's a central workspace where service reps get resolution guidance through a service plan. Service reps can receive additional support through capabilities, such as Case Catch-Up & Insights and Service Replies, that show as cards alongside the service plan. See examples in <a href="https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5">Service Assistant Capabilities</a>.</td> </tr> <tr class=""> <td data-label="Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e142 ">Service Plan and Capability Cards (2):</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e145 "> <p>The service plan shows as a card in the center of the panel. Each capability you turn on also shows as its own card in the component.</p> <p>Service Assistant supports two plan types.</p> <ul> <li><strong>Guidance plans</strong>: Provide a static checklist of steps that a service rep works through and that don't update in real time. Guidance plans are available for cases only.</li> <li><strong>Dynamic plans</strong>: Provide a real-time, conversational workflow where Service Assistant actively guides service reps through issue resolution, adapts as the record changes, and launches agent actions. Dynamic plans are available for cases, messaging sessions, and voice calls.</li> </ul> <p>Service reps first see a service plan summary that describes the issue and gives an overview of the suggested resolution pathway. The summary UI is the same for both guidance and dynamic plans. However, for guidance plans, service reps select <strong class="uicontrol">Draft Plan</strong> to receive a static checklist of steps that fills the center of the panel. For dynamic plans, service reps select <strong class="uicontrol">Start Plan</strong> to begin a step-by-step, conversational walkthrough of the service plan. </p> <p style="margin-bottom:0;">For Service Assistant for Voice, there’s no Start Plan button. The plan starts automatically by default. You can also turn on the same experience for Service Assistant for Messaging by turning on Start Plans Automatically from the Messaging section of the Setup page. Service Assistant for Case always shows a Start Plan button.</p> </td> </tr> <tr class=""> <td data-label="Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e142 ">Service Plan Steps (3):</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e145 "> <p>Service Assistant creates a service plan based on the latest record data, sub agent instructions, and knowledge articles. How the plan updates depends on the plan type and the record type.</p> <ul> <li>For guidance plans, Service Assistant provides a static, checklist-style plan organized into phases. The plan doesn't update in real time. To incorporate record updates, a service rep selects <strong class="uicontrol">Redraft Plan</strong>. See an example guidace plan in the next section. </li> <li>For dynamic plans, Service Assistant provides a real-time, conversational workflow that adapts each step to the evolving record data.</li> <li>For cases, Service Assistant grounds the plan in the record data through Service AI Grounding. When the fields and objects set in your Service AI Grounding configuration are updated:<ul> <li>Dynamic plans update their steps in real time.</li> <li>Guidance plans don't update in real time. Instead, the plan shows the <strong class="uicontrol">Redraft Plan</strong> button for a service rep to redraft the plan. </li> </ul> </li> <li>For messaging sessions and voice calls, Service Assistant grounds the plan in the entire chat and call transcript and proposes new steps as the conversation evolves. Messaging and voice only support dynamic plans.</li> </ul> <p style="margin-bottom:0;">For more details in <a href="https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5" title="Learn how Service Assistant processes record data to create service plans.">Service Assistant Record Processing</a> and <a href="https://help.salesforce.com/s/articleView?id=service.sp_record_data.htm&language=en_US&type=5" target="_blank">Grounding with Record Data</a>. </p> </td> </tr> <tr class=""> <td data-label="Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e142 ">Agent Chat (4-5):</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e145 "> <p>Agent chat facilitates two-way collaboration between the service rep and Service Assistant, where service reps can ask questions, request knowledge information, and launch actions, such as drafting an email.</p> <p>Agent chat is available for both guidance plans and dynamic plans. The chat is turned on by default for dynamic plans. To turn it on for guidance plans, select <strong class="uicontrol">Chat with Service Assistant</strong> on the Service Assistant Setup page. </p> <p>Every interaction is saved to the plan history and component feed, so Service Assistant stays aware of the full conversation, including the actions it surfaced or executed and the knowledge information it presented.</p> <p style="margin-bottom:0;"> See <a href="https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US" target="_blank">Agent Chat for Service Assistant</a>.</p> </td> </tr> <tr class=""> <td data-label="Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e142 ">Component Feed History (6):</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61931e145 "> <p>Component feed history shows the full interaction between the service rep and Service Assistant, including the plan summary, each step, the actions surfaced or executed, and the knowledge information presented. Service Assistant is grounded in this feed, so it stays aware of everything that happened while working on the record.</p> <p>The component also shows other capabilities that extend Service Assistant when they're set up and turned on, such as Case Catch-Up & Insights and Service Replies. </p> <p style="margin-bottom:0;">Capabilities are shown in the feed, but they aren't tracked or referenced by Service Assistant. Service Assistant doesn’t ground service plans on any information provided by capabilites, and service reps can’t ask service assistant questions about the capability information using the agent chat. See examples in <a href="https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5">Service Assistant Capabilities</a>. </p> </td> </tr> </tbody> </table> ## Guidance Plans UI A guidance plan uses the same component layout as a dynamic plan, with one difference in how the plan is created. The plan summary works the same way: Service Assistant summarizes the record and gives an overview of the suggested resolution pathway. Instead of selecting **Start Plan**, a service rep selects **Draft Plan** to generate the full checklist at once, and selects **Redraft Plan** to update it. Guidance plans are supported for cases only. A guidance plan is static, and Service Assistant is reactive. It responds only when a service rep asks for help through the agent chat. It doesn't proactively propose knowledge articles, actions, or other content in the component feed. This behavior differs from a dynamic plan, where Service Assistant proactively surfaces guidance, knowledge, and actions in the feed as the record changes. The agent chat and the component feed aren't turned on by default for guidance plans. To use them, turn on **Chat with Service Assistant** from the Service Assistant Setup page. Along with the checklist of steps, a guidance plan can surface these features in the component. All features are optional. See [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&type=5&language=en_US). - Knowledge sources: Steps created from knowledge articles are cited with a number at the end of the step, such as \[1\]. The numbers link to a Sources section at the bottom of the component that lists every article used to create the plan. See [Grounding Service Assistant with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5 "Use Agentforce Data Libraries to ground Service Assistant in your knowledge."). - Quick actions: Buttons within a plan step that let a service rep complete a task without leaving the component, such as changing the case status or summarizing the case. See [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&release=264.0.0&type=5 "Learn our recommended best practices for implementing quick actions in guidance plans so you can create automated and actionable service plans."). - Similar cases: A list of cases related to the active case, shown at the bottom of the component. The list is a reference tool only. The cases aren't used to ground the plan. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "Show a list of similar cases in a service plan that service reps can review for context while working on a case."). - Translation: Guidance plans support translation into the service rep's preferred language through Real-Time Translations. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5 "Learn how and when Service Assistant translates guidance service plans using Real-Time Translation."). ![A guidance plan with quick actions, knowledge citations, and similar cases.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_features_ov2.png) ## Agent Chat Agent chat provides a conversational interface in the Service Assistant component to provide direct collaboration between service reps and the Service Assistant agent. Available for both guidance and dynamic plans, this feature lets service reps ask questions, request summaries of the record or service plan, look up knowledge base information, and launch Agentforce actions. The agent chat is grounded in the entire record history and all component feed activity, such as the service plan steps, actions executed, and the conversation history between Service Assistant and the service rep. This grounding gives service reps a quick way to ask for a summary of the plan and the record. For dynamic service plans, agent chat is turned on by default for cases, messaging, and voice. For guidance plans, manually turn on agent chat from the Case tab of the Service Assistant Setup page. To use agent chat, add the General CRM subagent to Service Assistant, which enables Service Assistant to perform general tasks, such as querying other records, surfacing actions on demand, and sending emails. Find more details in [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US). ## Service Assistant Capabilities Based on the record data and the capabilities you turn on, Service Assistant executes the relevant capabilities directly in the component, alongside the service plan. Each capability is set up independently, so you can choose which capabilities you want to use and each capability shows as its own card in the component. [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US) Case Catch-Up generates a summary of the case history with key insights: a customer engagement summary, an account summary, customer sentiment analysis, and a case health score. The capability gives service reps immediate context on the case right as they start working on the issue. This capability is available for cases only and shows as a collapsible card above the service plan. ![Service plan with Case Catch-Up & Insights](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ui_sp_ccui.png) [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sr.htm&language=en_US) The general Service Replies feature is available directly in the Service Assistant component alongside the service plan. The feature surfaces AI-generated suggested reply cards in the component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer. ![Service Replies with service plan steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr\(2\).png) If you have an existing Service Replies implementation, you only need to turn on Service Replies for Service Assistant on the Service Replies Setup page. When you turn on the feature, Service Replies are only surfaced in the Service Assistant component. The standard Service Replies component is disabled. Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and plan steps aren't used to generate suggested replies. When a service rep posts a reply, it enters the conversation and becomes available as context for future plan steps. See [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sr.htm&language=en_US). <!-- document id=5abb2f7c07c7a936676bd2bf2466026caca6f76f4313fa290e78abd37e39e322 url=/admin/current/en-us/service/264-0-0/sp_billing.md --> # Service Assistant Billing and Consumption Service Assistant is a consumption-based product that uses Flex Credits and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. Consumption also varies depending on the plan type you use and the features you turn on for each plan type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant billing and consumption is organized by feature type. - General features that are supported for both Service Assistant for Case, Messaging, and Voice. - Features that are specific to either Service Assistant for Case, Messaging, and Voice. The billing details outline when Flex Credits and Data 360 credits are consumed for feature use and how you're billed. - **[Service Assistant General Features Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5)** Understand billing and consumption for the general Service Assistant features when you have the Agentforce for Service or Agentforce 1 licenses. - **[Service Assistant for Case Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_case.htm&release=264.0.0&type=5)** Understand billing and consumption for features specific to Service Assistant for Case when you have the Agentforce for Service or Agentforce 1 licenses. - **[Service Assistant for Messaging Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_msg.htm&release=264.0.0&type=5)** Review billing and consumption details for features specific to Service Assistant for Messaging when you have the Agentforce for Service or Agentforce 1 licenses. - **[Service Assistant for Voice Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_voice.htm&release=264.0.0&type=5)** Review billing and consumption details for features specific to Service Assistant for Voice when you have the Agentforce for Service or Agentforce 1 licenses. - **[Billing and Consumption for Service Assistant with Einstein for Service](https://help.salesforce.com/s/articleView?id=service.sp_billing_einstein.htm&release=264.0.0&type=5)** Learn how Service Assistant consumption occurs and how you’re billed when you have the Einstein for Service license. <!-- document id=ca4678c24ab1d4f14ed568fd2235cdbf01e587f649e7cfd6a5db18f38c854ea6 url=/admin/current/en-us/service/264-0-0/sp_capability.md --> # Service Assistant Capabilities Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Capabilities are existing Salesforce features that also surface in the Service Assistant component, like Service Replies. They provide specific resolution assistance to service reps in addition to service plans. Each capability surfaces in the component alongside the service plan. Capabilities are optional, and each one has its own setup steps and permission requirements, so you choose which ones to set up to tailor the experience to your business needs. Capabilities operate independently within the Service Assistant component. To use the capabilities, you don't need to complete the general Service Assistant setup, including creating an agent. The only requirements are that you: - Have both the Service Planner add-on and Adaptive Experience add-on licenses. - Turn on Service Assistant for Case, Messaging, or Voice from the respective object tab of the Service Assistant Setup page. - Add the Service Assistant component to the record page. - Complete the general feature setup for each capability. - Assign service reps the Service Assistant User permission set and the standard feature permissions for each capability. We provide reference details for each capability that describe how it operates in the component, how to set it up, and required permissions. If you use any of the capabilities with a service plan, the service plan and that capability aren't grounded in each other's data. They operate independently and don't share context. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.666666666666664%"> <col style="width:33.33333333333333%"> <col style="width:16.666666666666664%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e90">Capability</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e93">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e96">Supported in</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20992e99">Reference & Setup Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Case Catch-Up & Insights</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">Gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Case</td> <td data-label="Reference & Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US&type=5" target="_blank">Case Catch-Up & Insights</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&type=5&language=en_US" target="_blank">Set Up Case Catch Up and Insights</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Service Replies</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">Suggests chat replies for the messaging session within the Service Assistant component. There are no operational differences from the general setup and use of Service Replies.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Messaging</td> <td data-label="Reference & Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 "> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US" target="_blank">Service Replies for Service Assistant</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&type=5&language=en_US" target="_blank">Set Up Service Replies for Service Assistant</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Capability" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e90 ">Conversation Catch-Up</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e93 ">Gives service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e96 ">Service Assistant for Messaging and Voice</td> <td data-label="Reference & Setup Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d20992e99 "><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&language=en_US" target="_blank">Set Up Conversation Catch-Up for Service Assistant</a></td> </tr> </tbody> </table> - **[Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5)** Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score. - **[Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&release=264.0.0&type=5)** Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session. <!-- document id=ca9226d92fd6041f2fabd164e865cc15ecc800925bd4044a1367e4d25ed04ae9 url=/admin/current/en-us/service/264-0-0/sp_features.md --> # Service Assistant Features Overview Review the feature overviews as a quick reference to learn what general features Service Assistant supports and the features specific to Service Assistant for Case, Messaging, and Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - **[General Service Assistant Features](https://help.salesforce.com/s/articleView?id=service.sp_features_general.htm&release=264.0.0&type=5)** Review the Service Assistant features that are available across all supported objects and plan types. - **[Service Assistant for Case Features](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5)** Review the optional features for Service Assistant for Case that add to the general Service Assistant features. - **[Service Assistant for Messaging Features](https://help.salesforce.com/s/articleView?id=service.sp_features_msg.htm&release=264.0.0&type=5)** Review the optional features for Service Assistant for Messaging that add to the general Service Assistant features. - **[Service Assistant for Voice Features](https://help.salesforce.com/s/articleView?id=service.sp_features_vc.htm&release=264.0.0&type=5)** Review the features for Service Assistant for Voice that add to the general Service Assistant features. <!-- document id=6e79238b3675ae7dffabe22ee76f2f97d79469922f1aa9962069e42045cf4c76 url=/admin/current/en-us/service/264-0-0/sp_billing_case.md --> # Service Assistant for Case Billing and Consumption Understand billing and consumption for features specific to Service Assistant for Case when you have the Agentforce for Service or Agentforce 1 licenses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Billing and Consumption for Case Features Here are the billing and consumption details for features available in Service Assistant for Case. This table describes each feature, when it draws down Flex Credits or Data 360 credits, and which plan types support it. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.98850574712644%"> <col style="width:27.126436781609197%"> <col style="width:24.59770114942529%"> <col style="width:25.287356321839084%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23682e70">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23682e73">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23682e76">Consumption</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23682e79">Supported In</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e70 ">Case Catch-Up & Insights</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e73 ">A capability of Service Assistant shown as a card that provides a 360-degree view of the customer and case through four insight sections: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US" target="_blank">Case Catch-Up & Insights</a>.</td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e76 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> <td data-label="Supported In" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e79 ">Dynamic and guidance plans.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e70 ">Related record grounding for Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e73 ">Creation of a case summary and plan steps using Messaging Session and Voice Call records. This feature is optional and supported with guidance and dynamic plans for Case. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&type=5&language=en_US" target="_blank">Related Record Grounding</a>.</td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e76 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> <td data-label="Supported In" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e79 ">Dynamic and guidance plans.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e70 ">Quick action grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e73 ">Surfacing of quick actions in either instruction-based or knowledge-based steps. This feature is optional. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&type=5&language=en_US" target="_blank">Quick Action Grounding</a>.</td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e76 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> <td data-label="Supported In" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e79 ">Guidance plans only. </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e70 ">Similar cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e73 ">Search and retrieval of similar cases from Data 360. This feature is optional. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US" target="_blank">Set Up Similar Cases</a>. </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e76 ">Service Assistant queries Data 360 to find and retrieve similar cases, and your Data 360 credits are consumed. Flex Credits aren't drawn down. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_billing_case.htm&release=264.0.0&type=5">Billing Details for Similar Cases</a>.</td> <td data-label="Supported In" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e79 ">Guidance plans only. </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e70 ">Translation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e73 ">Real-time translation of service plans into the rep's preferred language. This feature is optional. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&type=5&language=en_US" target="_blank">Service Plan Translation</a>.</td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e76 ">Service Assistant translates the plan when a service rep drafts or redrafts it, and your Flex Credits are drawn down. Data 360 credits aren't drawn down. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_billing_case.htm&release=264.0.0&type=5">Billing Details for Service Plan Translation</a>.</td> <td data-label="Supported In" class="slds-cell-wrap" style="vertical-align:top;" headers="d23682e79 ">Guidance plans only. </td> </tr> </tbody> </table> ## Billing Details for Similar Cases To help service reps resolve issues faster, Service Assistant can retrieve and display related cases. This feature requires the ingestion and indexing of your case data in Data 360 and is available for guidance plans for a case only. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US). When you set up the feature, several Data 360 features are used to index and process your historical case records. See Set Up Similar Cases for specific details. After the feature is active, Data 360 credits are consumed during two phases. - During setup, your case data is ingested, indexed, and processed in Data 360. - During plan drafting or redrafting, a search query is used to find matches relevant to the current case. | Consumption Card | Usage Type | How Usage Is Calculated | | --- | --- | --- | | Data Service | Batch Data Pipeline | Usage is calculated based on the amount of batch data processed by Data 360 data streams. | | Data Service | Activate DMO - Streaming | Usage is calculated based on the number of records processed in the DMO. Records processed are based on the number of new records created or updated in the DMO per activation. | | Data Service | Data Queries | Usage is calculated based on the number of records processed. The count of records processed depends on the structure of a query and other related factors, such as the total number of records in the objects being queried. | | Data Service | Batch Calculated Insights | Usage is calculated based on the number of records in all underlying objects used in creating the Calculated Insight each time it runs. | | Data Service | Streaming Calculated Insights | Usage is calculated based on the number of records processed. | ## Billing Details for Service Plan Translation Real-time translation is available for guidance plans for a case only. Dynamic plans for cases and messaging sessions are presented in English only. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&type=5&language=en_US). Translation occurs when a plan is drafted or redrafted, and your Flex Credits are consumed. This table lists the billing categories that consume Flex Credits. | Usage Type | Billing Category | Description | How Usage Is Calculated | | --- | --- | --- | --- | | Speech Foundations | Translation | Translation converts text from one human language into text of another, a process executed by machine translation models. Translation usage is metered by the number of characters processed for the translation. | Translation usage includes a monthly allocation of 250,000 characters per user for every Agentforce add-on license. This monthly allocation is a single, shared pool across all features that use Real-Time Translations. This limit refreshes monthly, and any unused characters don't roll over to the next month. When the 250,000-character limit is exceeded within a month, any further usage automatically draws down Flex Credits. | <!-- document id=e9e88a279c405187e197f5dbfcd0c9f2e5d6341ba4d1ffb0b78a2026a65ec211 url=/admin/current/en-us/service/264-0-0/sp_features_case.md --> # Service Assistant for Case Features Review the optional features for Service Assistant for Case that add to the general Service Assistant features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Because Service Assistant for Case supports two plan types, each feature overview indicates which plan type is supported. - [Service Plan Context Updates](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) - [Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) - [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) - [Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) - [Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) - [Translation](https://help.salesforce.com/s/articleView?id=service.sp_features_case.htm&release=264.0.0&type=5) ## Service Plan Context Updates | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported with both guidance and dynamic plans. | By default, Service Assistant grounds in the case record data using the fields and related objects (case comments, emails, and feed) you set in Service AI grounding. Service Assistant actively monitors your grounding configuration for the entire life cycle of the case and automatically detects case field, case comment, and case email updates. How the new record data is incorporated differs between dynamic and guidance plans. - **Dynamic plans:** Service Assistant reviews all grounding sources in real time and regenerates the current plan step in real time when a case field or comment changes. - **Guidance plans:** Service Assistant tracks the updated data as context and incorporates it the next time a service rep selects **Redraft Plan**. Setup and enablement of this feature also differs between guidance and dynamic plans. For full details, see [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&type=5&language=en_US) and [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&language=en_US&type=5). ## Related Record Grounding | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported with both guidance and dynamic plans. | When a case is created from a Messaging Session or a Voice Call, Service Assistant analyzes the transcripts of the records attached to a case to use as a grounding source. As a result, the case summary, summary steps, and drafted service plan include key details from the conversation. Specifically, the case summary and summary steps state what occurred in the conversation and what resolution steps were completed. In addition, the drafted service plan starts the plan steps from where the conversation left off. Grounding with messaging and voice records is optional. Only Messaging Session and Voice Call records are supported for grounding. The Messaging Session record must be set to ended and the voice call record must be set to Complete. - Reference guide: [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&type=5&language=en_US) - Setup steps: [Set Up Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&type=5&language=en_US) ![Record grounding processing analysis](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_record_example.png) ## Case Catch-Up & Insights | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported with both guidance and dynamic plans. | A capability of Service Assistant that generates a summary of case activity displayed as a card within the Service Assistant panel alongside the service plan. The card includes four sections in this order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. Case Catch-Up & Insights works as a standalone capability within Service Assistant. Unlike other Service Assistant features, it doesn't require the general Service Assistant setup or agent creation. The only requirements are: - Service Assistant is turned on from the Service Assistant Setup page. - The Service Assistant Lightning web component is added to the case record page. You turn on Case Catch-Up & Insights from the Case tab of the Service Assistant Setup page. After you turn it on, the page lists all available insights and you can choose which ones to activate. Certain insights require additional features, like Real-Time Insights, that you must setup. - Feature reference: [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&type=5&language=en_US) - Prompt template reference: [Case Catch-Up & Insights Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&type=5&language=en_US) - Setup guide: [Set Up Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&language=en_US&type=5) ![Case Catch-Up & Insights shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights.png) ## Prompt Templates | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported with both guidance and dynamic plans. | Two prompt templates are available that incorporate service plan data into case emails, feed posts, and case summaries: Draft Service Plan Email and Summarize Case for Service Assistant. Each template requires activation and configuration to be used with Service Assistant. Use of the Draft Service Plan Email template is available in the email composer on the Case Feed tab. Use of the Summarize Case prompt template is available through Enhanced Case Summaries. You can also create custom agent actions that invoke the prompt template so that service reps can quickly draft summaries and emails directly in Agent Chat. Reference guide and setup: [Add Plan Data to Case Communications](https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&type=5&language=en_US) ![Service plan Case update email work flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_workflow.png) ## Quick Actions | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported only with guidance plans. | Quick actions are an optional feature for guidance plans that surface automated workflows directly in plan steps. These actions appear as buttons within specific plan steps, so service reps complete tasks such as changing a case status or summarizing a record without leaving the Service Assistant component. Quick actions are the only mechanism for surfacing automation directly in guidance plan steps. You can't surface agent actions in the plan steps. However, agent actions are accessible through Agent Chat. Using the chat, service reps explicitly request that Service Assistant perform an action. See [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US). - Reference guide: [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&language=en_US&type=5) - Setup steps: [Set Up Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US&type=5) ![Summarize case quick action launching the case summary work flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_review_doc.png) ## Similar Cases | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported only with guidance plans. | A list of similar cases is displayed at the bottom of the component to provide service reps with historical context while working an active case. Configuring this feature requires several setup steps in Data 360. You must create a search index and data retriever to ingest and index your historical case data. We walk you through a general configuration that uses the subject and description fields so that Service Assistant retrieves cases that are relevant to the active case the service rep is working. You can adjust our example configuration to include custom case fields and limit the search to a particular date range. You can also use an existing retriever if it has case data. Reference guide and setup: [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5) ![Similar cases appear at the bottom of the service plan.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_citations.png) ## Translation | Feature support | | --- | | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png) This feature is supported only with guidance plans for case. Translation of dynamic service plans for case, messaging, or voice isn't supported. | Real-Time Translations translates all text in the component from your company's preferred language into the service rep's preferred language in real time. All text is automatically translated when service reps: - Open a new case and a case summary is drafted. - Draft or redraft a service plan. - Open a case that has a plan with either a case summary or a drafted service plan. Service Assistant supports the same languages as real-time translations. See [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&language=en_US&type=5). This feature is supported only with the Agentforce for Service or Agentforce 1 add-on licenses, and service reps need the Service Plan Translation permission set. Customers with an Einstein for Service license who want to use translation can contact their account executive. - Reference guide: [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US&type=5) - Setup steps: [Set Up Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US&type=5) ![Scenario 2 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_2.png) <!-- document id=e7d63181c9650c174b2dc784cffd66c0e0d7f258c28c223a7e1c4c51e34858d6 url=/admin/current/en-us/service/264-0-0/sp_permissions_case.md --> # Service Assistant for Case Permissions Review the permissions required to access and use features specific to Service Assistant for Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant for Case requires all permissions listed in the Mandatory Permisions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). In addition, the permissions below are required to grant Service Assistant access to optional features for case. - [Optional Permissions: Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) - [Optional Permissions: Messaging and Voice Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) - [Optional Permissions: Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) - [Optional Permissions: Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) - [Optional Permissions: Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) - [Optional Permissions: Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_permissions_case.htm&release=264.0.0&type=5) ## Optional Permissions: Case Catch-Up & Insights Reference Guide: [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&release=264.0.0&type=5 "Case Catch-Up & Insights gives service reps instant customer and case context with AI-generated summaries of the customer engagement, associated account, sentiment, and case health score.") | Setup Steps: [Set Up Case Catch-Up & Insights (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template.") Case Catch-Up & Insights is a capability that gives service reps a 360-degree view of the customer and case through AI-generated summaries of the associated account, the customer's opening sentiment, and case health analytics. The capability loads in the Service Assistant component when a service rep opens a case. To use this capability, the Service Assistant admin and service reps require Prompt Builder permissions. The ServicePlanner User doesn't require additional permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:20%"> <col style="width:53.333333333333336%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e134">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e137">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e140">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 "> <ul> <li>Service Planner Builder</li> <li>Prompt Template Manager</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 "> <ul> <li>Service Planner User</li> <li>Prompt Template User</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e134 ">ServicePlanner User (the agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e137 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e140 ">None</td> </tr> </tbody> </table> ## Optional Permissions: Messaging and Voice Record Grounding Reference Guide: [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US) | Setup Steps: [Set Up Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US) Service Assistant analyzes the transcripts of messaging and voice records to create a case summary that details what took place in the conversation and drafts a service plan that continues from where the conversation ended. This feature is available for dynamic and guidance plans. To use this feature, the ServicePlanner User (agent user) requires a custom permission set with Messaging Session app and object permissions. This gives Service Assistant record-level access to the messaging and voice transcripts and includes the information in a service plan. Service reps don't require additional permissions to view data from messaging and voice records included in drafted service plans. However, accessing the messaging session or voice call record from the case still adheres to your organization's sharing rules. Service reps must have record-level access to open and view the records attached to the case. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.529411764705884%"> <col style="width:17.647058823529413%"> <col style="width:58.82352941176471%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e244">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e247">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e250">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 ">Service Planner Builder permission set</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 "> <p>The ServicePlanner User requires a custom permission set to access the transcripts of messaging and voice records attached to a case for incorporation into the service plan.</p> <p>Recommended custom permission set name: <strong>Conversation Grounding Access</strong></p> <p>Permissions to include:</p> <ul> <li>App Permissions: Access Conversations Entries, View all Voice and Video Calls</li> <li>Messaging Sessions object permission: Read, View All Fields</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e244 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e247 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e250 ">None. Messaging and voice record data included in a service plan is always visible to service reps. The inclusion of the record data is provided through the ServicePlanner User's permissions.</td> </tr> </tbody> </table> ## Optional Permissions: Quick Actions Reference Guide: [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&language=en_US) | Setup Steps: [Set Up Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US) Quick actions provide automation for guidance service plans so service reps can complete step tasks directly in the component. This feature is available for guidance plans only. See [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&type=5&language=en_US). The [mandatory permissions for Aervice Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US) provide view and execute most quick actions in Service Assistant. However, additional permissions are required for Flow and Visualforce quick actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:30%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e361">Quick Action Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e364">Supported Quick Actions in Service Assistant</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e367">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e361 ">Standard Case object</td> <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e364 "> <ul> <li>Case Comment</li> <li>Close Case</li> <li>Change Owner</li> <li>Change Status</li> <li>Log a Call</li> <li>Send Email</li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e367 ">Service Planner User permission set</td> </tr> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e361 ">Custom Case object</td> <td data-label="Supported Quick Actions in Service Assistant" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e364 "> <ul> <li>Create a Record</li> <li>Lightning Web Component (screen actions only)</li> <li>Log a Call</li> <li>Flow</li> <li>Send Email</li> <li>Update a Record</li> <li>Visualforce</li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e367 "> <p>Flow and Visualforce quick actions require permissions in addition to the mandatory Service Assistant permissions.</p> <ul> <li>Flow quick actions require Run Flows app permissions.</li> <li>Visualforce quick actions require access and view permissions for the Visualforce page. See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&language=en_US&type=5" target="_blank">Set Visualforce Page Security from Profiles</a>.</li> </ul> </td> </tr> </tbody> </table> ## Optional Permissions: Prompt Templates Reference Guide and Setup Steps: [Add Plan Data to Case Communications](https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&language=en_US) Two prompt templates are available for use with Service Assistant: Draft Service Plan Email and Summarize Case. These prompt templates add service plan information to Case emails, Case feed posts and comments, and Case summaries. To use the Draft Service Plan Email prompt template, these permissions are required. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:20%"> <col style="width:53.333333333333336%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e496">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e499">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e502">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 "> <ul> <li>Einstein Service Email Assistant User permission set</li> <li>Prompt Template Manager permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 "> <ul> <li>Einstein Service Email Assistant User permission set</li> <li>Prompt Template User permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e496 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e499 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e502 ">None</td> </tr> </tbody> </table> To use the Summarize Case prompt template, these permissions are required. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:20%"> <col style="width:53.333333333333336%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e584">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e587">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e590">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 "> <ul> <li>Prompt Template Manager permission set</li> <li>Work Summaries User permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 "> <ul> <li>Prompt Template User permission set</li> <li>Work Summaries User permission set</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e584 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e587 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e590 ">Work Summaries User permission set</td> </tr> </tbody> </table> ## Optional Permissions: Similar Cases Reference Guide and Setup Steps: [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US) Service reps receive additional guidance when working a service plan with a list of similar cases that's displayed at the bottom of the component. This list serves only as a reference tool to provide extra context and support. The listed cases aren't used as grounding sources for creating the service plan. This feature is available for guidance plans only. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:23.529411764705884%"> <col style="width:17.647058823529413%"> <col style="width:58.82352941176471%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e683">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e686">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e689">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 "> <p>Data Cloud Architect permission set</p> <p style="margin-bottom:0;">Make sure your default data space is enabled on the permission set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Associate a Permission Set with a Data Space</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 ">Service reps only require record-level access to access the cases listed in the component. They only have access to view the list of cases in the component with the Service Planner User permission set.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e683 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e686 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e689 ">Data 360 User permission set</td> </tr> </tbody> </table> ## Optional Permissions: Service Plan Translation Reference Guide: [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US) | Setup Steps: [Set Up Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US) Service plans are translated into service reps' preferred language using [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&language=en_US). Service plan translation is only available guidance plans for case. Dynamic plans for case, messaging, and voice aren't translated. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.593406593406595%"> <col style="width:21.978021978021978%"> <col style="width:51.42857142857142%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e782">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e785">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91827e788">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 ">Service Planner Builder</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 "> <ul> <li>Service Planner User</li> <li>Service Plan Translation</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e782 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e785 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d91827e788 ">None</td> </tr> </tbody> </table> <!-- document id=1017be73cd842c42ef37ba09db32c9a807a0dbf8ff37608b5be56e08ae5482f8 url=/admin/current/en-us/service/264-0-0/it_srvcs_servsasstnt_parent.md --> # Service Assistant for IT Services As an incident fulfiller, use the Service Assistant on an incident record to resolve incidents. Agentforce analyzes incident details, historical data, and knowledge articles to summarize the issue and generate a step-by-step service plan. These plans include embedded quick actions to perform tasks, such as sending email or updating records, directly within a workflow step. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![IT Service Assistant for Incident](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_service_assistant.png) - **[Permission Sets for Service Assistance for IT Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_permset.htm&release=264.0.0&type=5)** Assign permission sets so that IT support reps can draft detailed service plans that help them triage and resolve incidents. - **[Set Up Service Assistant for Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_setup.htm&release=264.0.0&type=5)** Configure settings for your IT team to use service plans for incidents. - **[Work with Service Assistant for IT Incident Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_srvs_astnt_incdnts.htm&release=264.0.0&type=5)** Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time. - **[Use Quick Actions in Service Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_use_quickactns.htm&release=264.0.0&type=5)** Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow. <!-- document id=89e7ba0b7c051ceccad354f2c9e64d26b23c45b3e2dc3d4a29c4bde52fc321a0 url=/admin/current/en-us/service/264-0-0/sp_billing_msg.md --> # Service Assistant for Messaging Billing and Consumption Review billing and consumption details for features specific to Service Assistant for Messaging when you have the Agentforce for Service or Agentforce 1 licenses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20.202020202020204%"> <col style="width:39.79797979797981%"> <col style="width:40.00000000000001%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69693e62">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69693e65">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69693e68">Flex Credit Consumption</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e62 ">Start Plans Automatically</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e65 ">Automatically starts a dynamic service plan for a messaging session when the eligibility criteria is met without a service rep clicking Start Plan. This feature is optional.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e68 "> <p>None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> <p style="margin-bottom:0;">If you add a retriever resource as input to a prompt template, data is queried in Data 360 and your Data 360 credits are drawn down.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e62 ">Related record grounding for Messaging</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e65 ">Creation of a messaging session summary and plan steps using related records, such as case and account.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e68 "> <p>None. Included with the Agentforce for Service or Agentforce 1 edition for Service. Retreving information from related record data using the default prompt template doesn't draw down Flex Credits or Data 360 credits.</p> <p style="margin-bottom:0;">If you add a retriever resource as input to a prompt template, data is queried in Data 360 and your Data 360 credits are drawn down.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e62 ">Service Replies</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e65 ">A capability of Service Assistant that gives service reps AI-generated suggested replies during active messaging sessions. Service Replies show as cards in the Service Assistant component alongside service plan steps.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e68 "> <p>None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down when replies are generated with prompt templates.</p> <p style="margin-bottom:0;">When you ground Service Replies with a data library, Service Assistant queries Data 360 to generate each reply that it surfaces in the component, and your Data 360 credits are drawn down. Flex Credits aren't consumed.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e62 ">Conversation Catch-Up</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e65 ">A capability of Service Assistant that gives service reps an AI-generated summary of an in-progress messaging session when they join it. Conversation Catch-Up shows as cards in the Service Assistant component alongside service plan steps.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d69693e68 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> </tr> </tbody> </table> #### See Also - [_Salesforce Help_: Service Assistant for Messaging Features](https://help.salesforce.com/s/articleView?id=service.sp_features_msg.htm&language=en_US) - [_Salesforce Help_: Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&language=en_US) - [_Salesforce Help_: Conversation Catch-Up for Service Assistant](https://help.salesforce.com/s/articleView?id=sp_ccu_setup.htm&language=en_US) - [_Salesforce Help_: Related Record Grounding for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&language=en_US) <!-- document id=a6750551d7475aeba4dd16aa31afa617045592e576174a654d20cdf74b105bb9 url=/admin/current/en-us/service/264-0-0/sp_features_msg.md --> # Service Assistant for Messaging Features Review the optional features for Service Assistant for Messaging that add to the general Service Assistant features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Automatically Start Dynamic Plans Service Assistant starts a dynamic plan as soon as the service plan summary is generated, so service reps don't click Start Plan. This allows reps to get started resolving the issue faster. A plan only starts automatically after these requirements are met. - The record meets your [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&language=en_US&type=5). - The chat session contains enough context for Service Assistant to identify the issue. To use this feature, turn it on from the Service Assistant Setup page. No other setup or permissions are required. When turned on, the Start Plan button isn't shown in the plan summary. See [Setup Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&language=en_US&type=5). ![Service plan with no Start Plan button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_auto_start.png) ## Service Replies A capability of Service Assistant that surfaces AI-generated suggested reply cards in the Service Assistant component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer. Service Replies and service plans operate independently. Suggested replies aren't used as grounding for service plans, and service plan steps aren't used to generate suggested replies. When a rep posts a reply, it enters the conversation and becomes available as context for future plan steps. See [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&language=en_US). ![Service Replies shown in the component alongside service plan steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr_workflow.png) ## Conversation Catch-Up Conversation Catch-Up is a capability of Service Assistant that surfaces an AI-generated summary card in the Service Assistant component. The card captures the key points of an active conversation, so reps get up to speed without reading the entire transcript. When a voice call is transferred, the rep who takes over sees a summary card of the previous interaction and picks up right where the previous rep left off. See [Set Up Conversation Catch-Up for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ccu_setup.htm&type=5&language=en_US). ![Conversation Catch-Up for a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccu_msg_ex.png) ## Related Record Grounding Give service reps more contextual, detailed plan steps by grounding Service Assistant in related-record data. A default prompt template retrieves Account and Case data related to the messaging session, and Service Assistant references the data, along with your other grounding sources, each time it creates a plan step. To ground on data from other objects and fields, modify the prompt template. To use this feature, turn on Include Context from Related Records on the Messaging tab of the Service Assistant Setup page, and then configure the prompt template. Both the ServicePlanner User and your service reps need access to the objects and fields that the prompt template references. - Reference: [Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&type=5&language=en_US) - Setup: [Set Up Related Record Grounding for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&type=5&language=en_US). <!-- document id=1cd0b5797e2769a5d638dfb07865ca768a3fecea22bd878aeea20be24097acd7 url=/admin/current/en-us/service/264-0-0/sp_permissions_messaging.md --> # Service Assistant for Messaging Permissions Review the permissions required to access and use features specific to Service Assistant for Messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Messaging Session Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5) - [Eligibility Flow Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5) - [Service Replies (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5) - [Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&release=264.0.0&type=5) Service Assistant for Messaging requires all permissions listed in the Mandatory Permissions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). In addition, the permissions below are required to grant Service Assistant access to Messaging Sessions and to run the eligibility criteria flow. ## Messaging Session Access (Required) The Service Planner User accesses the Messaging Session object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app and object access to Messaging Sessions is required. Service reps don't require the custom permission set. They need only the Service Planner User permission set. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e107">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e110">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e113">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e116">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 ">Service Planner Builder</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 ">Service Planner User</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e107 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e110 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e113 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e116 "> <p>Recommended custom permission set name: Agent Messaging Access</p> <p>Required permissions:</p> <ul> <li>App permission: Access Conversation Entries</li> <li>Messaging Sessions object permission: Read, View All Fields</li> </ul> </td> </tr> </tbody> </table> ## Eligibility Flow Access (Required) The Messaging Session eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Messaging Session record page opens. To grant access, [restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards. See [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US) and [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e242">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e245">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e248">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e251">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 ">Service Planner Builder</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 "> <p>Custom permission set: Messaging Eligibility Flow Access</p> <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5" title="Complete the required setup steps for Service Assistant for Messaging.">Set Up Service Assistant for Messaging</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 ">Service Planner User</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 "> <p>Custom permission set: Messaging Eligibility Flow Access</p> <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5" title="Complete the required setup steps for Service Assistant for Messaging.">Set Up Service Assistant for Messaging</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e242 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e245 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e248 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e251 ">None. The agent user has access to the flow through Run Flows permission provided with the Einstein Agent user license. </td> </tr> </tbody> </table> ## Service Replies (Optional) Reference Guide: [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&release=264.0.0&type=5 "Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session.") | Setup Steps: [Set Up Service Replies for Service Assistant (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5 "Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps."). Service Replies surfaces AI-generated suggested replies in the Service Assistant component during active messaging sessions. Service reps can post or edit a reply before sending it to the customer. Service Replies in Service Assistant uses the same configuration and permissions as the generally available feature. Because Service Replies is a standalone capability of Service Assistant, access is based only on the Service Replies permissions. No Service Assistant-specific permissions are required. If you ground Service Replies with a data library, the Data Cloud Architect permission set is also required for the admin. You can use the same data library that's assigned to your Service Assistant agent. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:20%"> <col style="width:53.333333333333336%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e393">User</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e396">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e399">Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 "> <ul> <li>Service Replies User</li> <li>Prompt Template Manager</li> <li>Data Cloud Architect</li> </ul> </td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Salesforce</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 "> <ul> <li>Service Replies User</li> <li>Prompt Template User</li> </ul> </td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e393 ">Service Planner User (the agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e396 ">Einstein Agent</td> <td data-label="Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e399 ">None</td> </tr> </tbody> </table> ## Related Record Grounding (Optional) Reference Guide: [Grounding Messaging Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Messaging to create more contextual and detailed plan steps.") | Setup Steps: [Set Up Related Record Grounding for Messaging (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5 "Ground messaging service plans in related records using a prompt template."). As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans. We provide you a prompt template that you customize to specify the objects and fields and you want to ground on. To ground in related records, the ServicePlanner User (agent user) and service reps must have read access to all fields and objects included in your prompt template. We recommend providing access through a custom Messaging Record Grounding Access permission set. Service Reps also need the Prompt Template user permission set. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e511">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e514">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e517">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d31781e520">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 "> <ul> <li>Service Planner Builder permission set</li> <li>Prompt Template Manager</li> </ul> <p style="margin-bottom:0;">Service Planner Builder permission set</p> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 "> <ul> <li>Service Planner User permission set</li> <li>Prompt Template User Permission set</li> </ul> <p style="margin-bottom:0;">t</p> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">Messaging Record Grounding custom permission set</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e511 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e514 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e517 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d31781e520 ">Messaging Record Grounding custom permission set</td> </tr> </tbody> </table> <!-- document id=f5aef6e6017cf8cb66b84f7848ca5d171fac29f0576c92f7bb154b3c1a17d239 url=/admin/current/en-us/service/264-0-0/sp_billing_voice.md --> # Service Assistant for Voice Billing and Consumption Review billing and consumption details for features specific to Service Assistant for Voice when you have the Agentforce for Service or Agentforce 1 licenses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20.202020202020204%"> <col style="width:39.79797979797981%"> <col style="width:40.00000000000001%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d41241e62">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d41241e65">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d41241e68">Flex Credit Consumption</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e62 ">Start Plans Automatically</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e65 ">Automatically starts a dynamic service plan for a voice call when the eligibility criteria is met without a service rep clicking Start Plan. This feature is enabled by default when you turn on Service Assistant for Voice.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e68 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e62 ">Related record grounding for Voice</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e65 ">Creation of a voice call summary and plan steps using related records, such as case and account.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e68 "> <p>None. Included with the Agentforce for Service or Agentforce 1 edition for Service. Retrieving information from related record data using the default prompt template or flow doesn't draw down Flex Credits or Data 360 credits.</p> <p style="margin-bottom:0;">If you add a retriever resource as input to a prompt template, data is queried in Data 360 and your Data 360 credits are drawn down.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e62 ">Conversation Catch-Up</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e65 ">A capability of Service Assistant that gives service reps an AI-generated summary of an in-progress voice call when they join it. Conversation Catch-Up shows as cards in the Service Assistant component alongside service plan steps.</td> <td data-label="Flex Credit Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d41241e68 "> <p style="margin-bottom:0;">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</p> </td> </tr> </tbody> </table> #### See Also - [_Salesforce Help_: Service Assistant for Voice Features](https://help.salesforce.com/s/articleView?id=service.sp_features_vc.htm&language=en_US) - [_Salesforce Help_: Related Record Grounding for Voice](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&language=en_US) - [_Salesforce Help_: Conversation Catch-Up for Service Assistant](https://help.salesforce.com/s/articleView?id=sp_ccu_setup.htm&language=en_US) <!-- document id=273481adeabde05391f71a8bd5609f4020d309b05f56c31a551695c847510c03 url=/admin/current/en-us/service/264-0-0/sp_features_vc.md --> # Service Assistant for Voice Features Review the features for Service Assistant for Voice that add to the general Service Assistant features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Automatically Start Dynamic Plans Service Assistant starts a dynamic plan as soon as it detects the intent of the voice call, so service reps don't click Start Plan. Reps get started resolving the issue faster. A plan starts automatically only after these requirements are met. - The record meets your [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). - The voice call transcript contains enough context for Service Assistant to detect the intent. When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript, the service plan starts automatically and the first step of the plan appears. Service Assistant doesn't show a summary plan, and you don't click Start Plan. The plan starts automatically by default. There's no standard threshold for the number of messages needed to start the service plan. Typically, 5 or more messages start the service plan, but the number can be more or less depending on how much context is available in the transcript. What counts as enough context to start the service plan varies and depends on the telephony model, transcript processing time, and clarity of the messages in the transcript. This feature is turned on automatically when you turn on Service Assistant for Voice from the Voice tab of the Service Assistant Setup page. When it's turned on, the Start Plan button isn't shown in the plan summary. See [Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&type=5&language=en_US). ## Related Record Grounding Give service reps more contextual, detailed plan steps by grounding Service Assistant in related-record data. A default prompt template retrieves the standard and custom Voice Call fields that you specify, and a default flow retrieves data from the Case or Account related to the voice call. Service Assistant references both, along with your other grounding sources, each time it creates a plan step. To ground on data from other objects and fields, modify the flow. To use this feature, turn on Include Context from Related Records on the Voice tab of the Service Assistant Setup page, and then configure the prompt template and flow. Both the ServicePlanner User and your service reps need access to the objects and fields that the prompt template and flow reference. - Reference: [Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&type=5&language=en_US) - Setup: [Set Up Related Record Grounding for Voice](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&type=5&language=en_US). <!-- document id=72ea2ea30e7483393fa5ad8f777b0d8305dbeebe4e4a79f7d3a965e53c5cfe95 url=/admin/current/en-us/service/264-0-0/sp_permissions_voice.md --> # Service Assistant for Voice Permissions Review the permissions required to access and use features specific to Service Assistant for Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant for Voice requires all permissions listed in the Mandatory Permissions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). In addition, the permissions below are required to grant Service Assistant access to voice calls and to run the eligibility criteria flow. - [Voice Call Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5) - [Eligibility Flow Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5) - [Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5) ## Voice Call Access (Required) The Service Planner User accesses the Voice Call object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app access to Voice Calls is required. Service reps don't require the custom permission set. They need only the Service Planner User permission set. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e104">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e107">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e110">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e113">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 ">Service Planner Builder permission set</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 ">Service Planner User permission set</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 "> <p>Recommended custom permission set name: Agent Voice Access</p> <p>Required app permissions:</p> <ul> <li>Access Conversation Entries</li> <li>View All Voice and Video Calls</li> </ul> </td> </tr> </tbody> </table> ## Eligibility Flow Access (Required) The Voice Call eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Voice Call record page opens. To grant access, [restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards. See [Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&language=en_US) and [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e239">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e242">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e245">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e248">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 ">Service Planner Builder</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 "> <p>Custom permission set: Voice Call Eligibility Flow Access</p> <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5" title="Complete the required setup steps for Service Assistant for Voice.">Set Up Service Assistant for Voice</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 ">Service Planner User</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 "> <p>Custom permission set: Voice Call Eligibility Flow Access</p> <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5" title="Complete the required setup steps for Service Assistant for Voice.">Set Up Service Assistant for Voice</a>.</p> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 ">None. The agent user has access to the flow through Run Flows permission provided with the Einstein Agent user license. </td> </tr> </tbody> </table> ## Related Record Grounding (Optional) Reference Guide: [Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.") | Setup Steps: [Set Up Related Record Grounding for Voice (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5 "Ground voice service plans in related records using a prompt template and flow."). As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans. We provide you a prompt template and flow that you customize to add the objects and fields and you want to ground on. To ground in related records, the ServicePlanner User (agent user) and service reps must have read access to all fields and objects included in your prompt template and flow. We recommend providing access through a custom Voice Record Grounding Access permission set. Service Reps also need the Prompt Template user permission set. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:19.04761904761905%"> <col style="width:14.285714285714288%"> <col style="width:28.571428571428577%"> <col style="width:38.0952380952381%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e388">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e391">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e394">Standard Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e397">Custom Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 "> <ul> <li>Service Planner Builder permission set</li> <li>Prompt Template Manager</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">None</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Salesforce</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 "> <ul> <li>Service Planner User permission set</li> <li>Prompt Template User Permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">Voice Record Grounding custom permission set</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Planner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Einstein Agent</td> <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 "> <ul> <li>Service Planner Agent User</li> <li>Agentforce_Service_Assistant Permissions</li> <li>Data 360 User permission set</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">Voice Record Grounding custom permission set</td> </tr> </tbody> </table> <!-- document id=39897a406401e368b058c8c136826c40bd81953fdb1686922930d0c7c1ec4d47 url=/admin/current/en-us/service/264-0-0/sp_faq.md --> # Service Assistant Frequently Asked Questions Review frequently asked questions about Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). Setup and Access - [What permissions, licenses, and editions are required?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What kind of agent is Service Assistant?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What is the Adaptive Experience?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What plan types does Service Assistant provide, and how do they differ?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [I set up Service Assistant before the real-time experience. What do I need to do?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can I access Service Assistant in the new Agentforce Builder?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can I use Agent Script?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What permissions does the ServicePlanner User require for Messaging?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What permissions are required to access the messaging session eligibility flow?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What permissions does the ServicePlanner User require for Voice?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) Configuration and Grounding - [What is the agent chat, and what do I need to use it?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How does Service Assistant update a dynamic plan in real time?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can a dynamic plan switch subagents when the customer's intent changes?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Why does my service plan take a while to show?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [When does Service Assistant start on a messaging session?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can I start service plans for messaging sessions automatically?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What do I do if a service plan doesn't start or refresh for a messaging session?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [When does Service Assistant start a plan on a voice call?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How does record monitoring for messaging sessions and voice calls differ from case-based monitoring?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant have preconfigured subagents?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Should I create a catch-all subagent?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can I have multiple Service Assistant agents?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant support Agentforce actions?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I keep an action from running automatically?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What's the difference between agent actions and quick actions?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can I test Service Assistant in the Agentforce Testing Center or Agentforce Builder?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant support context variables?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I set up the currentRecordId context variable, and what's the recommended description?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Do context variables update if a service rep navigates to a new record during a session?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I access related customer data to improve plan accuracy?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What should I keep in mind about ID formats when I configure action inputs?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What features are used in Service Assistant?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant use file uploads or images from a messaging session as context?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I ground messaging and voice plans in related-record data?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What access do related-record grounding fields require?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [When do changes to related-record data show up in a dynamic plan?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Knowledge Grounding Through Agentforce Data Libraries incorporate my full knowledge articles?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant search the knowledge base for every step of a dynamic plan?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Are there prerequisites?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How am I billed for Service Assistant?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I secure my record data?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Are data retrievers supported?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Is the similar cases feature a grounding source?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What Quick Actions are supported?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What's the difference between quick action instructions and subagent instructions?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I write quick action instructions?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) Support and Compatibility - [Is Data 360 Required?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Is Data Cloud One Supported?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Can Service Assistant work with an Agentforce Service Agent?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What objects does Service Assistant support?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What channels does Service Assistant support?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What messaging channels does Service Assistant for Messaging support?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What languages does Service Assistant support?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant support translation?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Is the service plan translated for messaging sessions and voice calls?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) Capabilities - [What capabilities does Service Assistant offer beyond the service plan?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [If I set up a capability, is it available anywhere else on the record?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How configurable is Service Assistant?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What are Service Replies in Service Assistant?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do Service Replies interact with service plans?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [How do I turn on Service Replies?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [What permissions do Service Replies require?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Do Service Replies use the same grounding as the plan steps?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Are Service Replies translated?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Do Service Replies consume Flex Credits?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) Prompts and URLs - [Can I add service plan data to prompt templates?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) - [Does Service Assistant Support URLs?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5) ## What permissions, licenses, and editions are required? Service Assistant requires two add-on licenses: the Service Planner Add-On and the Service Assistant Adaptive Experience Add-On. The Service Planner Add-On provides the basic service experience of guidance plans and their supported features. The Service Assistant Adaptive Experience Add-On provides the real-time, conversational experience and the agent chat. Both are included with the Agentforce for Service or Agentforce 1 add-ons. Service Assistant also requires standard and custom permission sets based on the features you use, and each user requires a user role. Review [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). ## What kind of agent is Service Assistant? Service Assistant is a proactive AI agent on the case, messaging session, or voice call record. It actively monitors the entire record and orchestrates a set of agent functions that help a service rep resolve customer issues, such as service plans, agent capabilities, and agent chat. As a rep works a record, Service Assistant provides step-by-step, conversational resolution guidance in real time through a service plan. Service Assistant surfaces this guidance in the Service Assistant component, a Lightning web component that shows as a panel on the record page. Service Assistant is the agent that orchestrates the resolution experience, and the component is the workspace where reps access it. The resolution guidance is fully grounded in your company data through multiple sources, such as Service AI Grounding, Agentforce subagents and instructions, agent actions, and knowledge articles through Agentforce Data Libraries. Service Assistant has its own agent type and template: Service Assistant. It's available for selection in Agentforce Builder only when you have the required licensing and permissions. - [Meet Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_prod_basics.htm&type=5&language=en_US) - [Features overview](https://help.salesforce.com/s/articleView?id=service.sp_features.htm&type=5&language=en_US) ## What is the Adaptive Experience? The Adaptive Experience is the set of agent functions that Service Assistant orchestrates to help a service rep resolve a record. It includes the service plan, agent capabilities such as Case Catch-Up & Insights and Service Replies, and the agent chat. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page. The service plan is the core function. The other functions are independent and optional, so you choose which ones to add to tailor the Service Assistant component to your business use cases. See [Service Assistant and the Adaptive Experience](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&type=5&language=en_US). ## What plan types does Service Assistant provide, and how do they differ? Service Assistant supports two plan types. - A guidance plan is a static, checklist-style plan that a service rep drafts and redrafts. Guidance plans are supported for cases only. - A dynamic plan is a real-time, conversational plan that adapts each step to the evolving record data and surfaces agent actions. Dynamic plans are supported for cases, messaging sessions, and voice calls. The main differences are how each plan adapts and how it automates tasks. - Adaptation: A guidance plan is drafted once and stays fixed until a service rep manually redrafts it. A dynamic plan monitors the record and updates its steps in real time as new information arrives. - Agent chat and proactivity: A guidance plan is reactive and responds only when a rep asks for help in the agent chat. A dynamic plan is proactive and guides the rep through resolution one step at a time. Agent chat is available for both plan types. - Task automation: A guidance plan uses quick actions, which appear as buttons in a step. A dynamic plan uses agent actions, which Service Assistant surfaces automatically by matching them to plan steps. For cases, you can turn on only one plan type at a time from the Service Assistant Setup page, but you can switch between the two. Messaging and voice support only dynamic plans. For a full side-by-side comparison, see [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&type=5&language=en_US). ## What is the agent chat, and what do I need to use it? The agent chat is where service reps work with Service Assistant on a record. Reps ask questions, run actions, look up knowledge, and work through plan steps with Service Assistant. The agent chat is available for both guidance and dynamic plans. To use the agent chat, you must add the General CRM and FAQ subagents to your agent. If you set up Service Assistant before the real-time experience, add these subagents to your existing agents. See [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US). ## How does Service Assistant update a dynamic plan in real time? For dynamic plans, Service Assistant monitors the record for the entire lifecycle and updates plan steps as new information arrives. - For cases, Service Assistant regenerates the current dynamic plan step in real time when a new case email arrives, a case field is updated, a case comment is added, or an existing comment (internal or external) is edited. New case emails are tracked by default. To track field and comment changes, turn on Update Plan Context When Case Fields Change, Update Plan Context When Case Comments Change, or both in the Update Plans with Case Signals section of the Case tab on the Service Assistant Setup page. - For messaging sessions and voice calls, Service Assistant generates new plan steps as new messages come in or the call transcript updates. - For related-record grounding, Service Assistant captures updates to grounding fields, the prompt template, or the flow and uses them to ground the next step. It doesn't regenerate the current step. For guidance plans, Service Assistant tracks updated case data as new context and incorporates it when a service rep selects Redraft Plan. Service Assistant also keeps monitoring the record as the customer's intent changes. It can switch to another subagent to guide resolution and then switch back to the originally assigned subagent when the new intent is resolved. See [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&type=5&language=en_US). ## Can a dynamic plan switch subagents when the customer's intent changes? Yes. For dynamic plans on cases, messaging sessions, and voice calls, Service Assistant detects the customer's intent as the case, session, or call progresses and can switch to the relevant subagent to provide guidance from that subagent and its related knowledge information. If the resolution starts with one subagent's issue but shifts to a second issue, Service Assistant switches to the second subagent, gathers the information it needs, and resolves that part of the plan. When the second issue is resolved, Service Assistant can automatically switch back to the original subagent. In some instances, it doesn't switch back on its own. Use the chat to redirect it, such as "Let's go back to the original issue." See [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&type=5&language=en_US). ## Why does my service plan take a while to show? Service Assistant generates the summary plan for cases and messaging sessions when the record loads, not when the case or messaging session is created. Voice calls don't have a summary plan. - For dynamic plans on cases, the component shows a "Service Assistant is working on it…" indicator when a service rep opens an eligible case, starts the plan, completes a step, confirms an action, or chats. The indicator doesn't show when a step regenerates. - For messaging sessions, the component shows no indicator while the summary plan and first step generate. It does show an indicator for later steps and chat messages. - For voice calls, the component shows no indicator while the first step generates. It does show an indicator for later steps and chat messages. Expected generation times: - The summary plan (case and messaging) can take up to 1 minute to show. - After a service rep starts the plan, full plan generation can take up to 2 minutes. ## When does Service Assistant start on a messaging session? Service Assistant starts on a messaging session only when all of these conditions are met. - The session owner is a human service rep. If the owner is a queue or a bot, Service Assistant doesn't process the record or generate the summary plan. - The session meets your eligibility criteria. - The conversation has at least 5 total messages. Service Assistant draws context only from the active session, the transcript, and the MessagingSessionId. It doesn't access previous sessions, even when they're linked to the same conversation record. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US). ## Can I start service plans for messaging sessions automatically? Yes. Turn on Start Plans Automatically from the Service Assistant Setup page. When it's on, the service plan starts automatically after the session meets your eligibility criteria and the conversation contains enough context for Service Assistant to identify the issue. The summary plan is immediately followed by the first plan step, and no Start Plan button appears to the service rep. ## What do I do if a service plan doesn't start or refresh for a messaging session? First, confirm that the session meets your eligibility criteria and that the conversation contains enough context for Service Assistant to identify the issue. If both conditions are met, refresh the page. ## When does Service Assistant start a plan on a voice call? Service Assistant starts a dynamic plan on a voice call automatically, so service reps don't select Start Plan and no summary plan shows. The plan starts when both conditions are met. - The voice call meets your eligibility criteria. - The call transcript contains enough context for Service Assistant to detect the customer's intent. There's no standard number of messages that's enough. Typically, 5 or more messages start the plan, but the number depends on your telephony model, transcript processing time, and the clarity of the conversation. If a plan doesn't start, the service rep can ask the customer to restate the issue. Reps can still use the agent chat in the meantime. See [Service Assistant for Voice Features](https://help.salesforce.com/s/articleView?id=service.sp_features_vc.htm&type=5&language=en_US). ## How does record monitoring for messaging sessions and voice calls differ from case-based monitoring? Record monitoring for messaging sessions and voice calls is persistent and lifecycle-based, so Service Assistant tracks the conversation state throughout the session or call and generates new plan steps as the conversation progresses. Case-based monitoring is event-driven and tied to specific record changes, such as a new case email, an updated case field, or an added or edited case comment. ## I set up Service Assistant before the real-time experience. What do I need to do? Your existing configurations for your subagents, data libraries, and other features stay in place and are used for both plan types. You don't need to create a new agent. Complete these steps. - Confirm your default agent. If you created an agent before June 30, 2025, that agent is set as the default automatically. Confirm the assignment in the Set Up Your Agent Assignment section of the Service Assistant Setup page. - Select your plan type for cases in the Define Service Plan User Experience section of the Case tab on the Service Assistant Setup page. - Add the General CRM and FAQ subagents to your existing agents to power the agent chat. ## Can I access Service Assistant in the new Agentforce Builder? No. Service Assistant is only supported in the legacy Agentforce Builder. ## Can I use Agent Script? No. Agent Script isn't supported. ## What permissions does the ServicePlanner User require for Messaging? For Service Assistant for Messaging, the ServicePlanner User (the agent user) requires a custom permission set that grants Read access to Messaging Session records and Read access to Conversation Entry records. Service reps require the Service Planner User permission set and the standard Service Assistant permissions. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US). ## What permissions are required to access the messaging session eligibility flow? The eligibility criteria flow doesn't run on the ServicePlanner User's Run Flows app permissions. Both the admin and service reps need direct access to the messaging session eligibility flow through a custom permission set. Enable the flow on the permission set, and then assign the permission set to the admin and to your service reps. See [Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US). ## What permissions does the ServicePlanner User require for Voice? For Service Assistant for Voice, the ServicePlanner User (the agent user) requires a custom permission set that provides app access to Voice Calls. Service reps require only the Service Planner User permission set and the standard Service Assistant permissions. The voice call eligibility flow doesn't run on the ServicePlanner User's Run Flows app permission, so both the admin and service reps also need direct access to the flow. See [Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&type=5&language=en_US). ## Does Service Assistant have preconfigured subagents? You create your own subagents to hold your company's specific guidance for resolving a case or messaging session. To use the agent chat, you must also add the General CRM and FAQ subagents to your agent. See [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US). ## Should I create a catch-all subagent? No. Avoid broad subagent titles such as "Customer Assistance" or "Messaging Session Resolution." Broad titles prevent Service Assistant from accurately categorizing issues. Instead, create specific, distinct subagents, such as "Billing Dispute" or "Return Request," and use the description field to list variations and keywords. ## Can I have multiple Service Assistant agents? Yes. You can route records to different agents based on conditions such as record type, record origin, related records, and custom fields. - You must set a default agent in the Set Up Your Agent Assignment section of the Service Assistant Setup page. This step is required even when you use only one agent. All records that meet your eligibility criteria are assigned the default agent. If you created an agent before June 30, 2025, that agent is set as the default automatically. - The same default agent can be used across objects. - To route records to different agents, build an autolaunched flow with an input variable that receives the record ID and an output variable with the API name of the agent to assign. There's no flow template. Define your assignment conditions in the Outcome properties of the decision element. - Creating a routing flow isn't mandatory. You need a routing flow only when you want to route specific agents to specific records. Otherwise, the default agent is assigned to all records that meet your eligibility criteria. - Don't use your eligibility flow for the multi-agent routing flow. Every object requires its own routing flow. - When you first set up Service Assistant, create one agent and test it as the default agent to confirm the basic functionality. Then create multiple agents and build your flow. See [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&type=5&language=en_US). ## Does Service Assistant support Agentforce actions? Yes. Standard and custom Agentforce actions are supported, and how they run depends on the plan type. - In dynamic plans for cases, messaging sessions, and voice calls, Service Assistant surfaces actions automatically by matching them to plan steps. Service reps confirm and run an action, or the action runs automatically based on your configuration. - In guidance plans for cases, actions run only when a service rep asks for them through the agent chat. To surface task automation directly in guidance plan steps, add quick actions. There aren't prebuilt actions for Service Assistant. To use record data in an action, add the currentRecordId context variable to your action's inputs. See [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&type=5&language=en_US). ## How do I keep an action from running automatically? By default, Service Assistant can run a matched action automatically as soon as it matches a plan step. For any action that requires human confirmation before it runs, such as closing a case, issuing a refund, or updating a customer record, turn on Require User Confirmation on the action. When it's on, Service Assistant surfaces the action in the plan step and waits for the service rep to confirm before the action runs. If an action runs sooner than you expect, first confirm whether Require User Confirmation is turned on. See [Guidelines for Creating Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&type=5&language=en_US). ## What's the difference between agent actions and quick actions? Both automate tasks in a service plan, but they work with different plan types and behave differently. - Agent actions are Agentforce actions that Service Assistant runs in dynamic plans. In dynamic plans for cases, messaging sessions, and voice calls, Service Assistant surfaces an action automatically by matching it to a plan step. Service reps confirm and run the action, or the action runs automatically based on your configuration. - Quick actions are Case object quick actions that appear as buttons in guidance plan steps. Service reps select a button to complete a task without leaving the step, such as changing the case status or summarizing the case. Quick actions are supported for cases only. Guidance plans don't surface agent actions automatically. Service reps can run an agent action in a guidance plan only by asking for it through the agent chat. See [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&type=5&language=en_US) and [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&type=5&language=en_US). ## Can I test Service Assistant in the Agentforce Testing Center or Agentforce Builder? Service plans can't be tested in the Agentforce Builder or Agentforce Testing Center because Service Assistant provides service plans through a Lightning web component on the case, messaging session, and voice call record pages. To test the accuracy of your service plans, you must draft service plans on case, messaging session, and voice call records. In the Agentforce Builder, you can only perform a general sanity check that your subagents and instructions are being selected based on your input. ## Does Service Assistant support context variables? Yes. Service Assistant uses context variables to pass the active record into plan steps and actions. - SeedPlanWithGuidance guides how Service Assistant generates the next plan step. It doesn't carry case grounding fields or messaging session or voice call transcript data. It's provided automatically, isn't shown in Agentforce Builder, and can't be modified—you'll see it only in a subagent's action inputs. - currentRecordId passes the ID of the record on the rep's screen into plan steps and actions. You create this variable manually and assign it to your action inputs so an action can work with the current record. For case data, subagent selection and plan generation are still driven by the Subject and Description fields set in Service AI Grounding. See [Grounding with Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&type=5&language=en_US). ## How do I set up the currentRecordId context variable, and what's the recommended description? Create the currentRecordId variable manually in Agent Builder and assign it to the relevant action inputs. This lets an action work on behalf of a specific customer without the service rep entering the ID. For Messaging, currentRecordId is the Messaging Session ID, not the Contact ID. Give the variable a description so Service Assistant uses the record ID appropriately. Without a description, Service Assistant might use the ID when it shouldn't. Use this description: "The ID of the record on the service rep's screen. Only use this if the rep's input refers to the current record. If in doubt, don't use it." ## Do context variables update if a service rep navigates to a new record during a session? No. Context variables are session-scoped and set only when the session starts, so they don't update mid-session. If a service rep navigates to a different record during a session, the context variable still reflects the record that was open when the session began. ## How do I access related customer data to improve plan accuracy? By default, Service Assistant uses the Messaging Session ID, passed through currentRecordId, and doesn't automatically read related records. For advanced scenarios, build an Apex agent action that accepts currentRecordId as input. The action can query related objects, such as EndUserContactId or MessagingEndUserId, to retrieve and return relevant customer fields. Service Assistant then grounds the plan in that customer data to improve plan accuracy. ## What should I keep in mind about ID formats when I configure action inputs? Specify the expected ID format in the action input instructions. For example, if an action expects an 18-character Salesforce record ID, state that explicitly and avoid fields such as Case Number. This reduces the risk of the agent passing the wrong value. ## What features are used in Service Assistant? To create a service plan that's specific to your company, Service Assistant is grounded in your Salesforce data from several sources. - Your service policies and practices transcribed in Agentforce subagents and instructions (required) - Case data from Service AI Grounding and messaging session and voice call transcripts (required) - Knowledge articles through Agentforce Data Libraries (optional) - Agent actions that automate tasks in dynamic plan steps (optional) - Quick actions that provide automation for service reps to complete guidance plan steps (optional) - Related records, such as messaging and voice records for cases, and account, case, and contact fields for messaging sessions and voice calls (optional) - [Service Assistant Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&type=5&language=en_US) - [Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US) - [Grounding with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US) - [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&type=5&language=en_US) - [Grounding with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&type=5&language=en_US) - [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&type=5&language=en_US) ## Does Service Assistant use file uploads or images from a messaging session as context? No. Service Assistant grounds only on text-based conversation entries. It doesn't process file uploads, images, or choice responses. ## How do I ground messaging and voice plans in related-record data? Related-record grounding for messaging sessions and voice calls uses a prompt template to pull field data from related records, such as account, case, and contact fields, into dynamic plans. It isn't supported for guidance plans. - For messaging, the grounding uses a prompt template only. - For voice, the grounding uses a prompt template and an overridable flow that retrieves the related record details. To turn it on, select Include Context from Related Records on the Messaging or Voice tab of the Service Assistant Setup page. Service Assistant grounds only on text-based field data. See [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&type=5&language=en_US). ## What access do related-record grounding fields require? For the fields you add to the prompt template to appear in a service plan, both the ServicePlanner User and the service rep need access to those fields and their objects. The ServicePlanner User's access lets Service Assistant retrieve and pass the data into the plan, and the service rep's access lets that data appear in the plan. There's no out-of-the-box permission set for these fields, so grant the access manually. Because service reps see this data in their service plans, grant access only to the objects and fields that you want service reps to see. ## When do changes to related-record data show up in a dynamic plan? Service Assistant captures updated related-record data throughout the session and uses it to ground the next plan step. It doesn't regenerate the current step. At each new step, Service Assistant searches your grounding sources again, so the updates reach the plan on the step that follows. ## Does Knowledge Grounding Through Agentforce Data Libraries incorporate my full knowledge articles? Not every detail from your articles appears in service plans, including full ordered procedures. Service Assistant summarizes content for clear, succinct resolution guidance. The exact step-by-step content of your articles isn't surfaced directly in service plans. Procedural steps might be omitted, condensed, or combined into a single step. ## Does Service Assistant search the knowledge base for every step of a dynamic plan? Yes. During each step of a dynamic plan, Service Assistant actively searches your knowledge base to ground the step in your knowledge articles. If it doesn't find relevant information, it defaults to your subagent instructions. ## Are there prerequisites? - You must enable Einstein Generative AI, Agentforce, and Service AI Grounding. See [Set Up Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&type=5&language=en_US). - You must set eligibility criteria, which are a set of requirements that determine whether a record is eligible for a service plan. Eligibility criteria provide you with control over which records must have a service plan. See [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). - If you use knowledge grounding, you must provision and turn on Data 360. See [Turn On Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&type=5&language=en_US). - As a recommended prerequisite, evaluate and prepare your company's data so you don't have to gather information or make decisions during setup. Prep work includes determining your use cases, preparing your subagents and instructions, and evaluating your knowledge articles. See [Get Ready for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_prep.htm&type=5&language=en_US). ## How am I billed for Service Assistant? Service Assistant is a consumption-based product that uses Flex Credits, Einstein Requests, and Data 360 credits. Feature consumption and billing differ between the Agentforce for Service and Einstein for Service licenses. - [Billing and Consumption for Service Assistant with Agentforce for Service](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&type=5&language=en_US) - [Billing and Consumption for Service Assistant with Einstein for Service](https://help.salesforce.com/s/articleView?id=service.sp_billing_einstein.htm&type=5&language=en_US) ## How do I secure my record data? All service plans are drafted according to the permissions of the ServicePlanner User (the agent user). This means that the field-, object-, and sharing-level permissions that service reps have don't apply to the content included in a service plan. Service reps can see information that they don't have direct access to. The exception is related-record grounding with a prompt template, which requires access for both the ServicePlanner User and the service rep. See [Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US). - Configure all grounding sources according to your company's security standards. This ensures that service reps only see information in the plan that they have access to. - When you're using Service AI grounding, ground only on fields that you want service reps to see. - Service Assistant supports all optional data masking features in the Einstein Trust Layer. It's recommended that you customize these features to your company's security standards. ## Are data retrievers supported? When grounding Service Assistant in your Knowledge base with Agentforce Data Libraries, Service Assistant officially supports only the Knowledge data type. It's the only certified knowledge data type for Service Assistant. Although you can set up and test the Data Retriever, File Upload, or Web Search data types, we haven't certified them for use. We don't offer guidance for their use in Service Assistant. ## Is the similar cases feature a grounding source? No. The list of similar cases in the Service Assistant component is only a reference tool. The list of similar cases provides service reps additional support while working a case to quickly access relevant past cases. The listed cases aren't used as a grounding source during service plan creation. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US). ## What Quick Actions are supported? Service Assistant supports several custom and standard Case object quick actions. Quick actions must be added to your Case Layout to be available for use in Service Assistant. The Agent Quick Action type isn't supported. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Quick Action Type</td> <td class="slds-cell-wrap" style="vertical-align:top;">Supported Quick Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;">Required Permissions</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Standard Case object</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Case Comment</li> <li>Close Case</li> <li>Change Owner</li> <li>Change Status</li> <li>Log a Call</li> <li>Send Email</li> <li>Summarize Case</li> </ul> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>To set up the Summarize Case quick action, Salesforce admins require the Work Summaries User permission set.</li> <li>To use the Summarize Case quick action, service reps and the ServicePlanner User (agent user) require the Work Summaries User permission set.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Custom Case object</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Create a Record</li> <li>Lightning Web Component (screen actions only)</li> <li>Log a Call</li> <li>Flow</li> <li>Send Email</li> <li>Update a Record</li> <li>Visualforce</li> </ul> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Flow quick actions require the Run Flows app permissions.</li> <li>Visualforce quick actions require access and view permissions for the Visualforce page. See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&type=5&language=en_US" target="_blank">Set Visualforce Page Security from Profiles</a>.</li> </ul> </td> </tr> </tbody> </table> ## What's the difference between quick action instructions and subagent instructions? Subagent instructions define your service policies and practices for working a particular record. They form the high-level, sequential steps of the service plan based on your service. Here's an example. - Name: Billing Issue - Instruction: For customer questions regarding anything related to a billing issue, first verify the transaction details in the payment system. Quick action instructions define what it is and how it completes a specific task for a business process. They also specify any conditions, outcomes, or requirements for its use. Here's an example. - Name: Initiate Billing Dispute - Instruction: Launches a flow to document and submit a customer's billing dispute. This action must be used when a customer reports an incorrect or unrecognized charge on their account. Both instructions work together to help Service Assistant determine when and why the quick action is matched to a specific subagent and its instructions and then shown in a service plan step. See [Quick Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_qa_ov.htm&type=5&language=en_US). ## How do I write quick action instructions? Writing an effective quick action requires following these two guidelines. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14607e1444">Guideline</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14607e1447">Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14607e1450">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1444 ">Provide a descriptive and specific name that reflects the action's purpose.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1447 ">The name states the exact use case, providing far more context than a generic name. The more specific the name, the better context Service Assistant has about the action's purpose.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1450 ">Name: Mark Order As Shipped</td> </tr> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1444 ">Provide specificity in the quick action instruction</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1447 "> <p>Instructions are tailored to a particular workflow in general business processes. The instruction serves to:</p> <ul> <li>Define what the action is</li> <li>State the task the quick action seeks to accomplish</li> <li>Specify any conditions for the quick action's use.</li> </ul> </td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d14607e1450 ">Instruction: Updates the Status field on the order record to a specified value. This action is intended for use after an order is fulfilled and the package is dispatched with a carrier.</td> </tr> </tbody> </table> It's important that quick action instructions have specificity. Service Assistant relies on the instruction to match the quick action to the right plan step. See these documents for further details and examples. - [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&type=5&language=en_US) - [Quick Actions with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&type=5&language=en_US) - [Quick Actions with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&type=5&language=en_US) - [Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&language=en_US) - [Set Up Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&type=5&language=en_US) ## Is Data 360 Required? Data 360 isn't required to draft service plans using only subagents and instructions. You don't need Data 360 turned on. However, the Service Assistant agent user (ServicePlanner User) requires the Data 360 User permission set to draft service plans. To have access to the permission set, you must have Data 360 provisioned. If you ground Service Assistant in your Knowledge base using Agentforce Data Libraries or want to show a list of similar cases in the component, Data 360 must be turned on. - [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&type=5&language=en_US) - [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries.") - [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US) ## Is Data Cloud One Supported? Yes. You can set up Service Assistant in any Data Cloud One companion org. All Service Assistant features are available for setup and use in companion orgs. However, setting up knowledge grounding and similar cases requires modified steps. Currently, we only provide guidance on setting up similar cases in your companion org. Information about setup and use of knowledge grounding in your companion org is to be provided in a future update. See [Set Up Similar Cases for Data Cloud One](https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&type=5&language=en_US). ## Can Service Assistant work with an Agentforce Service Agent? There are no direct interactions between the AI agents. Service Assistant supports drafting service plans for cases and messaging sessions created by Agentforce Service Agent. These types include Email-to-Case and Messaging for In-App and Web. ## What objects does Service Assistant support? The Case, Messaging Session, and Voice Call objects. You can use Service Assistant for Case, Messaging, and Voice at the same time, and your agents and configurations work across all three objects. ## What channels does Service Assistant support? Service Assistant is available on the case, messaging session, and voice call record pages. It isn't supported in [Service channels](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&type=5&language=en_US). ## What messaging channels does Service Assistant for Messaging support? Service Assistant for Messaging is supported on Enhanced Chat (formerly Messaging for In-App and Web), Facebook, and WhatsApp. ## What languages does Service Assistant support? By default, Service Assistant drafts all service plans in your company's preferred language. Although Salesforce offers a wide range of options for your company's default language, Service Assistant is limited to the specific subset of languages supported by Prompt Builder. See [Supported Languages in Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). In addition, you can turn on and set up [Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_intro.htm&type=5&language=en_US) to translate service plans into your service reps' preferred language. - Reference Guide: [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&type=5&language=en_US) - Set Up Steps: [Set Up Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&type=5&language=en_US) ## Does Service Assistant support translation? It depends on the plan type. Translation is available only for guidance plans for cases. Dynamic plans for cases, messaging sessions, and voice calls are always shown in English. For guidance plans, service plans are automatically translated into your company's preferred language when that language is supported by [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). Guidance plans can be translated into your service reps' preferred language if you have [Real-Time Translation](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&type=5&language=en_US) enabled. - [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&type=5&language=en_US) - [Set Up Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&type=5&language=en_US) ## Is the service plan translated for messaging sessions and voice calls? No. For Service Assistant for Messaging and Voice, the service plan card and plan steps aren't translated and are always shown in English. Service Replies within the Service Assistant component support translation separately. See [Are Service Replies translated?](https://help.salesforce.com/s/articleView?id=service.sp_faq.htm&release=264.0.0&type=5). ## Can I add service plan data to prompt templates? You can set up and configure the Summarize Case and Draft Service Plan Email prompt templates. These templates help service reps draft emails, case posts, and case comments with key details from both the case and service plan using invocable actions. We provide you setup guidance and recommended configurations. See [Set Up the Summarize Case Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_sc_pt.htm&type=5&language=en_US) and [Set Up the Draft Service Plan Email Prompt Template](https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&type=5&language=en_US). You can also use the Get Service Plan Enhanced Data invocable action in Record Summary, Flex, and custom prompt templates. We don't provide guidance on how to add or configure the data action in these template types. ## Does Service Assistant Support URLs? Only in guidance plans. URLs included in subagent instructions or your knowledge articles are included in plan steps as clickable links only in guidance plans for cases. - In guidance plans for cases, URLs are included in plan steps as clickable links. - In dynamic plans for cases, messaging sessions, and voice calls, URLs are redacted. See [Access Resources Linked in Plan Steps with Clickable URLs](https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_link.htm&release=262&type=5&language=en_US). ## What capabilities does Service Assistant offer beyond the service plan? Service Assistant supports optional capabilities that extend resolution assistance beyond the service plan. They show as cards in the component alongside the plan, and they operate independently of the plan. Service Assistant doesn't have the context of a capability's output, and a capability has no context of the plan steps. - Case Catch-Up & Insights gives service reps a 360-degree view of the customer and case in one card. It's supported only in Service Assistant for Case, with both guidance and dynamic plans. - Service Replies gives service reps AI-suggested replies during active messaging sessions. It's supported only in Service Assistant for Messaging. Each capability is standalone and has its own setup steps and permissions. You can set one up without a service plan and without completing the general Service Assistant setup, including creating an agent. See [Service Plan UI and Agent Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&type=5&language=en_US). ## If I set up a capability, is it available anywhere else on the record? No. When you set up a capability such as Case Catch-Up & Insights or Service Replies in Service Assistant, that capability is available only within the Service Assistant component. It isn't surfaced anywhere else on the record page. Service reps access the capability in the Service Assistant component itself, alongside the service plan and any other capabilities you set up. ## How configurable is Service Assistant? Service Assistant is highly configurable. The service plan and every capability surface through one component, and no single function is required, so you choose which ones to set up and tailor the experience to your business use cases. For example, you can set up the full experience with a service plan and capabilities, only a service plan, or only a capability such as Case Catch-Up & Insights. Because each function is independent, you add only what your service reps need and configure the Service Assistant component as one central resolution workspace. See [Service Assistant and the Adaptive Experience](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&type=5&language=en_US). ## What are Service Replies in Service Assistant? Service Replies surfaces AI-generated suggested replies directly in the Service Assistant component during active messaging sessions. The replies show as cards, so service reps can post or edit them without manual searching. Service Replies is supported only in Service Assistant for Messaging. ## How do Service Replies interact with service plans? They operate independently and in parallel. Service Replies show from the first message, while service plans start once the conversation contains enough context to identify the issue. Neither feature has context of the other's internal steps or instructions. ## How do I turn on Service Replies? First, complete the general Service Replies setup. Then, on the Service Replies Setup page, turn on Service Replies for Service Assistant. ## What permissions do Service Replies require? Users need the Service Replies User and Prompt Template User permission sets, in addition to the required Service Assistant permissions. ## Do Service Replies use the same grounding as the plan steps? No. You configure grounding separately. Service Replies use the grounding path selected on the Service Replies Setup page, either conversation prompts or a data library, and they don't access the Service Assistant agent's instructions or current plan steps. ## Are Service Replies translated? Yes. Translation is supported for Service Replies within the Service Assistant component. This translation doesn't extend to the Service Assistant component UI, plan steps, or the chat feed. ## Do Service Replies consume Flex Credits? No. Generating suggested replies from prompt templates doesn't draw down Flex Credits. If you ground Service Replies with a data library, each suggested reply generated from a search draws down Data 360 credits. <!-- document id=24d7f47e6f1bb36a2d5cb2cb4d407cb26113d5257a25ffb97dd98ce8ff7e465e url=/admin/current/en-us/service/264-0-0/sp_billing_agentforce.md --> # Service Assistant General Features Billing and Consumption Understand billing and consumption for the general Service Assistant features when you have the Agentforce for Service or Agentforce 1 licenses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Feature Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5) - [Billing Details for Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5) - [Billing Details for Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5) ## Feature Consumption Service Assistant doesn't draw down Flex Credits for standard AI usage within either the Agentforce for Service or Agentforce 1 for Service licenses. Standard AI usage for Service Assistant is defined as general service plan processing and creation: - The creation of a record summary when the record meets your eligibility criteria. - Clicking Draft Plan or Redraft Plan for guidance plans for a case. - Clicking Start Plan for dynamic plans for a case or messaging session. - The automatic initiation of a service plan for messaging or voice. Starting plans automatically for messaging is optional and enabled by default for voice. - The creation of plan steps from your subagent instructions (known as subagent-based steps). For dynamic plans for case or messaging session, Service Assistant doesn't have a separate conversation billing type. Flex Credits aren't consumed for the end-to-end conversational workflow. The end-to-end workflow is defined as the period from when a service rep starts a plan to when the plan is closed, and is included with the Agentforce for Service or Agentforce 1 for Service add-ons. However, certain events that occur within the workflow draw down Flex Credits or Data 360 credits. Such events include the creation of knowledge-grounded steps and when service reps complete agent actions when they don't have the [Unmetered User Based AI permission set license](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US) assigned. These metered events also apply to guidance plans for a case. This table summarizes the consumption for Service Assistant features that are available across all supported objects and plan types. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e114">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e117">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e120">Consumption</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Issue summary</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 ">Creation of an issue summary for cases and messaging sessions when the <a href="https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US" target="_blank">eligibility criteria</a> for the record are met.</td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Service Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 "> <p>A service plan starts in several ways, and the initiation of the service plan doesn't draw down Flex Credits.</p> <ul> <li>Clicking Draft Plan or Redraft Plan for guidance plans. Guidance plans are supported for case only.</li> <li>Clicking Start Plan for dynamic plans for a case or messaging session.</li> <li>Automatically starting a service plan for Voice Call without clicking Start Plan. Automatic initiation of the service plan is enabled by default.</li> </ul> </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Subagent and Instruction-based steps</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 "> <p style="margin-bottom:0;">Creation of plan steps from subagent instructions. </p> </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Knowledge grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 "> <p>Creation of plan steps from knowledge articles with Agentforce Data Libraries. This feature is optional. See Knowledge Grounding.</p> <p style="margin-bottom:0;">Supported in Service Assistant for Case, Messaging, and Voice.</p> </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 "> <p>Consumption is based on Data 360 usage. Your Data 360 credits are drawn down. Flex Credits aren’t drawn down.</p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_billing_agentforce.htm&release=264.0.0&type=5">Billing Details for Knowledge Grounding</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Agent Actions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 "> <p>Execution of standard and custom Agentforce actions that automate the completion of plan steps. Actions can be executed manually by a service rep or automatically by Service Assistant.</p> <p style="margin-bottom:0;">Supported in Service Assistant for Case, Messaging, and Voice.</p> </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 "> <p>None. Included with the Agentforce for Service or Agentforce 1 add-ons. </p> <p>All actions execute under the ServicePlanner User’s permissions and don't draw down Flex Credits. </p> <p>If an action requires user input or confirmation from the service rep, they must have the <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US" target="_blank">Unmetered User Based AI permission set license</a> assigned for the action to not draw down Flex Credits. If the permission set license isn’t assigned, Flex Credits are drawn down. </p> <p style="margin-bottom:0;">See <a href="https://docs.google.com/document/d/1iVRLScm6KfbZHH0Ofy3xCXInbuZwIdTXXwDFV0jA4jY/edit?tab=t.0#heading=h.35bdw187a1ct" target="_blank"><u>Billing Details for Agent Actions</u></a>.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e114 ">Service Assistant agent chat</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e117 "> <p>Sending messages with the chat box, such as asking for knowledge information, looking up customer information, and requesting agent actions.</p> <p style="margin-bottom:0;">Supported in Service Assistant for Case, Messaging, and Voice.</p> </td> <td data-label="Consumption" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e120 ">None. Included with the Agentforce for Service or Agentforce 1 add-ons. Neither Flex Credits nor Data 360 credits are drawn down.</td> </tr> </tbody> </table> ## Billing Details for Agent Actions Service Assistant supports standard and custom Agentforce actions to automate the completion of plan steps. When an action executes, it runs in the context of the ServicePlanner User. Use of agent actions doesn't draw down Flex Credits when the action doesn't require input from the service rep and the agent executes the action. If an action requires input from a service rep, the service rep needs the [Unmetered User Based AI permission set license](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_unmetered_considerations.htm&type=5&language=en_US) assigned for the action to not draw down Flex Credits. - If service reps have the Unmetered User Based AI permission set license, your Flex Credits aren't drawn down, regardless of whether the action is standard or custom, and regardless of whether the service rep executes the action manually. - If the service rep doesn't have the Unmetered User Based AI permission set license, Flex Credits are consumed when the service rep executes an action. ## Billing Details for Knowledge Grounding You can optionally ground service plans in your knowledge base with Agentforce Data Libraries. Knowledge is the only supported data type in Service Assistant, and these billing details apply to this data type. When you create a data library in the Agentforce Builder, several Data 360 features are used to index and chunk your knowledge articles using Retrieval Augmented Generation (RAG). For the exact process and overview of the Data 360 features used, see [What Are Data Libraries?](https://help.salesforce.com/s/articleView?id=ai.generative_ai_rag.htm&type=5&language=en_US) To learn how knowledge grounding works in Service Assistant, see [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5). When the feature is set up and in use, Data Cloud credits are drawn down in two phases. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:38.02281368821293%"> <col style="width:61.97718631178707%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e318">Phase</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e321">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e318 ">Data library setup</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e321 ">During your initial data library setup or any updates to the configuration, your knowledge articles are indexed and chunked in Data 360. Credits are consumed during this process. </td> </tr> <tr class=""> <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e318 ">Service plan processing</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e321 "> <ul> <li>For guidance plans for a case, knowledge retrieval occurs when a service rep clicks Draft Plan or Redraft Plan. Service Assistant queries your indexed and chunked articles to create knowledge-based plan steps. These steps contain a citation to the knowledge articles.</li> <li>For dynamic plans for a case or messaging session, knowledge retrieval occurs at every step. Each time Service Assistant creates a new step in a dynamic plan, it queries your indexed and chunked knowledge articles in Data 360. This query occurs automatically at every step, even when the step doesn't result in a knowledge-grounded step. Your Data 360 credits are drawn down. Steps grounded in your knowledge articles contain citations to the knowledge articles.</li> </ul> </td> </tr> </tbody> </table> Here are specific billing details for the consumption cards, usage types, and how usage is calculated for knowledge grounding. All information applies to all Service Assistant experiences. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e376">Consumption Card</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e379">Usage Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d61376e382">How Usage Is Calculated</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service</td> <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 ">Batch Data Pipeline</td> <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">Usage is calculated based on the amount of batch data processed by <span>Data 360</span> data streams.</td> </tr> <tr class=""> <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service </td> <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 "> <p style="margin-bottom:0;">Activate DMO - Streaming</p> </td> <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">Usage is calculated based on the number of records processed in the DMO. Records processed are based on the number of new records created or updated in the DMO per Activation.</td> </tr> <tr class=""> <td data-label="Consumption Card" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e376 ">Data Service</td> <td data-label="Usage Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e379 ">Data Queries</td> <td data-label="How Usage Is Calculated" class="slds-cell-wrap" style="vertical-align:top;" headers="d61376e382 ">Usage is calculated based on the number of records processed. The count of records processed depends on the structure of a query and other related factors, such as the total number of records in the objects being queried.</td> </tr> </tbody> </table> <!-- document id=a51033c320415d92d59c56fd10db3215e0152204ce2647695f68ab5cc7feec9f url=/admin/current/en-us/service/264-0-0/sp_ground_data.md --> # Service Assistant Grounding Data Access Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice.</td> </tr> </tbody> </table> - [Service Plan User Context](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Case Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Messaging Session Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Knowledge Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Agent Actions Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Related Records](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [Similar Cases Data Access (Service Assistant for Case Only)](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) - [System Controls and Security](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5) ## Service Plan User Context Service Assistant is designed to provide the most comprehensive case resolution. Therefore, the plan's grounding sources reference the ServicePlanner User's permissions, which has a broader scope of data access than that of individual service reps. This means that: - The service plan provides the most comprehensive resolution guidance by using all data that is accessible to the ServicePlanner User. This data access supersedes the more restricted permissions held by the service rep. - The content of a service plan doesn't change based on the specific field-level security or sharing rules of the service rep. As a best practice, we recommend configuring the ServicePlanner User's permissions and field-level security to match those of your service reps. The following sections clarify how the ServicePlanner User's permissions determine the scope of data access for each grounding source. ## Case Grounding Data Access Through Service AI Grounding, you select the case data that Service Assistant accesses to create a case summary, categorize the case with a topic, and generate initial steps. The case fields and objects (Case Emails, Case Feed, Case Comments) that you select are always referenced as a grounding source. The ServicePlanner User includes this data in the plan regardless of a service rep's specific restrictions. As a result, the information included in a drafted service plan is accessible to service reps even if they don't have access to those specific fields and objects. Since the agent users' permissions determine service rep data visibility, we recommend only including fields and objects in your Service AI Grounding that you want visible in the final plan. The ServicePlanner User is authorized to access all configured fields for grounding, which ensures that the plan is accurate but may expose data that's not intended for all service reps. Keep in mind that if you choose to ground on Case Emails and Case Comments, the ServicePlanner User has access to the objects by default. If you choose ground on Case Feed, you must grant the ServicePlanner User access to the Case Feed. Find more information about the feature and considerations in [Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&type=5&language=en_US) and [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&type=5&language=en_US). ## Messaging Session Grounding Data Access For Service Assistant for Messaging, the grounding source is the messaging session transcript. Service Assistant grounds the plan in the entire conversation using the ServicePlanner User's permissions, so it reads the transcript regardless of a service rep's specific restrictions. As a result, the plan reflects the full conversation. To generate service plans for messaging sessions, the ServicePlanner User requires a custom permission set that grants Read and View All Fields on the Messaging Session object and the Access Conversations Entries app permission. Service reps require the Messaging Eligibility Flow Access custom permission set so that the eligibility criteria flow runs when the record page opens. The flow doesn’t run under the ServicePlanner User’s Run Flows permssions. Find more details in these articles. - [Eligiblity Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&language=en_US&type=5) - [Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&type=5&language=en_US) - [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US). In addition, Service Assistant is active only when the messaging session record is owned by human user. If the record is owned by any other user like a bot or a queue, Service Assistant doesn't process the record or generate a plan. ## Knowledge Grounding Data Access The ServicePlanner User requires the Agent Knowledge Access custom permission set to search for, access, and include knowledge information in a service plan. See the knowledge permissions section in [Service Assistant Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&language=en_US&type=5). Because the custom permission set provides broad access to your knowledge base, the plan steps may include information from articles that service reps can't normally access. To align knowledge access between service reps and the ServicePlanner User, service reps require the Service Rep Knowledge Access custom permission set. The permission set includes Read, View All Records, View All Fields, and Allow View Knowledge permissions to grant service reps access to view the step-level knowledge citations and the list of knowledge articles in the Sources section. However, you can modify the customer permission set to align with your organization's security standards. When service reps lack the required permissions to view certain articles, the step-level citation and the link in the Sources section aren't shown. Even when the service rep lacks knowledge access, the plan steps themselves remain grounded in your knowledge articles because the ServicePlanner User has full access. See [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5) and [Best Practices for Knowledge Grounding.](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&language=en_US&type=5) ## Agent Actions Data Access Agent actions run in the context of the ServicePlanner User, not the service rep. When an action queries or updates records, it uses the ServicePlanner User's permissions, so it can reach data beyond what Service AI Grounding includes, such as fields on the current record or a related account or contact. As a result, plan steps built from actions can surface information that a service rep can't normally access. Grant the ServicePlanner User the permissions that your actions require, including Apex class access, object permissions, and field-level security on each field the action reads. Apex classes that run without sharing return the fullest results, while classes that enforce sharing can return no records without an error. Because actions run with these broader permissions, follow the principle of least privilege and grant only the access your actions need. See [Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_actions_permissions.htm&type=5&language=en_US) and [Grounding Service Assistant with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&type=5&language=en_US). ## Related Records (Service Assistant for Case Only) Service Assistant for Case supports grounding cases in related voice call and messaging session records. When grounding related records, Service Assistant reviews the transcripts to ensure that: - The service plan summary informs the service rep of what took place in messaging or voice call conversation. - The plan's steps start from where the conversation ended, providing a clear handoff from the conversation to the case. For this feature, the ServicePlanner User requires the Conversation Grounding Access custom permission set with app and object permissions to messaging sessions and voice calls. The permission set grants Service Assistant object-level access to read transcripts attached to the case and incorporate that information into the plan. Service reps don't require additional permissions to view record information in service plans. This means that the ServicePlanner User's permissions determine all data included in the plan and service reps can view messaging or voice conversation data even if they don't have access to the Messaging Session or Voice Call objects. We don't recommend modifying the ServicePlanner User's custom permission set since all permissions are required to use the feature. However, opening and viewing the messaging or voice record attached to the case still adheres to your company's sharing rules. Service reps require record-level access to open and view the original record. See [Grounding with Related Records](https://help.salesforce.com/s/articleView?language=en_US&id=service.sp_mvg.htm&type=5). ## Similar Cases Data Access (Service Assistant for Case Only) You can provide service reps a list of similar cases in the service plan to provide service reps a way to review how previous cases were resolved. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US). The similar cases aren't used as a grounding source to create the steps of the service plan. However, the ServicePlanner User still requires the Data 360 User permission set to search for and include the list of similar cases in the service plan. The list of similar cases respects your company's sharing rules. Service reps require record-level access to open and view the listed similar cases. ## System Controls and Security To limit service reps' access to information you don't want them to see, we recommend following the principle of least privilege when configuring each grounding source and its permissions. Configure the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps. - Limit your Service AI Grounding configuration to fields that you want visible in the final plan. The ServicePlanner User is authorized to access all configured fields for grounding, which ensures the plan is accurate but may expose data not intended for all service reps. - All grounding data passes through the [Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_arch.htm&language=en_US). This layer is configurable and gives you granular control over data masking to make sure that sensitive information is protected during plan creation. [See Set up Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_setup.htm&type=5&language=en_US). - The custom permissions for Knowledge grounding are configurable to the security standards of your organization. - The custom permissions for Messaging Session and Voice Call record grounding can't be modified. If service plans include related Messaging Session or Voice Call records and the grounding feature is turned on, service reps are able to view the conversation data in the service plan even without object-level access to the records. Therefore, you must determine if this conversation visibility is acceptable. If not, don't turn on the feature. #### See Also - [_Salesforce Help_: Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions&language=en_US) - [_Salesforce Help_: Service Assistant Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro&language=en_US) - [_Salesforce Help_: Best Practices for Agent User Permissions](https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US) <!-- document id=4d9f466d77ae00f45bc87b6ddf1a5d63107ba75244f29d0c548ec795ccbe1d4d url=/admin/current/en-us/service/264-0-0/sp_blocks_intro.md --> # Service Assistant Grounding Sources To create a service plan that's specific to your company's policies and practices, Service Assistant grounds itself in your data through several grounding sources: record data, subagents, agent actions, knowledge, and related records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Record Data](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Subagents](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) - [Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&release=264.0.0&type=5) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is supported only in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can be created only in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). ## Record Data Record data is the primary grounding source that Service Assistant references to identify the customer's issue, assign a subagent, and build the service plan for that issue from your instructions and grounding sources. The specific record details it analyzes vary by record type. - **Case:** Service Assistant grounds on Case object fields and related objects, such as Case Email, Case Comments, and Case Feed. You choose which fields and objects to ground on with Service AI Grounding. The Subject and Description fields are always used to assign a subagent. - **Messaging:** Service Assistant grounds on the conversation transcript throughout the life cycle of the session. Transcript grounding is turned on by default. - **Voice:** Service Assistant grounds on the conversation transcript throughout the life cycle of the call. Transcript grounding is turned on by default. How Service Assistant incorporates new record data as the interaction progresses differs by record type and between dynamic and guidance plans. Find more details and best practices in these articles. - [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans.") - [Grounding with Messaging Session Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_msg.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in the Messaging Session transcript to create service plans.") - [Grounding with Voice Call Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_vc.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in the voice call transcript to create service plans.") ## Subagents At the core of a service plan are subagents that contain instructions. Subagents in Service Assistant define your company's policies and procedures that service reps follow to resolve a particular customer issue. They provide the framework that outlines your policy for Service Assistant, which then draws on your grounding sources, such as knowledge articles, to turn that framework into concrete, step-by-step guidance in the service plan. We don't provide any preconfigured subagents for Service Assistant. You must create your own subagents and instructions. Because Service Assistant uses record data to match the customer's issue to a subagent, and that match is what starts plan creation, define the specific issues you want to resolve as individual subagents. A broad subagent, such as "Customer Issue" or "Resolve Customer Issue," can't supply the steps a specific issue requires, so Service Assistant can't make a match or build a plan. Create narrowly scoped subagents, such as "Password Reset" or "Order Return," so that each one clearly describes a single issue and the guidance to resolve it. Each subagent contains a label, a general description, and a defined scope. These parts define what the subagent is and set boundaries for what the agent can and can't do with the subagent. They play a key role in Service Assistant because you can use the description to specify variations of the issue. Here's an example. | Subagent Part | Example | | --- | --- | | Label | Transaction Declined | | Description | Guide service reps in helping customers resolve declined credit card transactions. Questions are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits. | | Scope | Your job is to assist service reps in identifying the reasons behind declined transactions and providing the necessary steps to either allow the charge or secure the customer's account. You must not handle inquiries outside of declined transactions and account security. | Specifically, when a service rep initiates a service plan: - Service Assistant analyzes the record details to summarize the issue and assign a subagent. For a case, Service Assistant uses the Subject and Description fields to assign a subagent. For a messaging session, Service Assistant uses the conversation transcript. - Service Assistant selects which instructions to include as plan steps based on the assigned subagent and the record details. Because plan creation depends on analyzing the record details and then assigning a subagent based on the details, it's important that subagents are clearly tailored to your company's service policies and practices. Find more details and best practices in these articles. - [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US) - [Subagent Strategy](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US) ## Knowledge Articles Subagents and their instructions serve as a foundation for Service Assistant to create steps in a service plan that service reps take to resolve a case. When you add your knowledge articles to the foundation through Agentforce Data Libraries, Service Assistant makes your service plans even more accurate and aligned with your policies and practices. For example, when a "Returns Management" subagent is assigned to a case, Service Assistant uses your data library to search your knowledge base for relevant information and adds it as steps in the service plan. Service Assistant summarizes the information rather than including the exact wording of your articles, so not all of an article's content is added to a plan. This example uses a guidance plan because it shows how instructions and knowledge work together to form the steps. A dynamic plan combines instructions and knowledge the same way, but shows one step at a time. ![A guidance plan with a single Sources section at the bottom of the component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_topics_ka3.png) When you turn on Show Sources in your data library, each plan step created from a knowledge article is cited with a number, such as \[1\], and the article names are listed in a Sources section. Uncited steps come from subagent instructions. Where the Sources section appears depends on the plan type. A guidance plan lists all articles in a single Sources section at the bottom of the component. In this example, all cited steps come from the Handling Returns article. In a dynamic plan, each step has its own Sources section, so the same article can appear under a different citation number from one step to the next. ![A dynamic plan with a separate Sources section under each step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_citations.png) Find more details and best practices in these articles. - [Grounding Service Assistant with Knowledge (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&release=264.0.0&type=5 "Use Agentforce Data Libraries to ground Service Assistant in your knowledge.") - [Set Up Knowledge Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries.") - [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&release=264.0.0&type=5 "Review required permissions, data library setup guidelines, and considerations for grounding Service Assistant in your knowledge articles.") - [Agentforce Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US) ## Agent Actions Agent actions are an optional grounding source that serve two purposes. As a grounding source, they let Service Assistant automate the completion of a plan step: when a step's grounding calls for a task an action can perform, Service Assistant adds that action to the step. They also give service reps a way to complete tasks directly from the component, such as retrieving order history, drafting an email, or closing a case. Service Assistant supports both standard and custom Agentforce actions. We don't provide prebuilt actions, because actions depend on your specific business requirements. When Service Assistant creates a plan step, it uses your action descriptions and input and output instructions to identify tasks that can be automated based on the record details, subagent instructions, and knowledge used to ground the step. When it finds a match, it adds the action to the step. Service Assistant matches actions to steps in two ways. - **Context matching:** Service Assistant compares your action descriptions against the record details and grounding sources and adds the best match. This approach is best for situational steps that run only when specific conditions are met, so it depends on how well your action descriptions mirror the language in your subagent instructions and knowledge articles. - **Direct references:** You name a specific action by its label in a subagent instruction, such as "As a first step, always verify the customer's identity using the Verify Customer Identity action." This approach is best for mandatory steps that must run regardless of context. Always use the action label, not the API name. How actions execute depends on the plan type. - In a dynamic plan, Service Assistant surfaces relevant actions as the plan adapts in real time, so reps can run an action from a plan step or from agent chat. - In a guidance plan, reps run actions from agent chat. Agentforce Actions aren't surfaced in plan steps. For how reps run actions from the chat box and which standard subagents extend what Service Assistant can do, see [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5 "Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record."). **General Considerations** - Actions execute in the context of the ServicePlanner User. Grant the ServicePlanner User access to whatever the action relies on, such as Apex classes, flows, prompt templates, objects, and fields. See [Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_actions_permissions.htm&release=264.0.0&type=5 "Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run."). - Because actions rely on your specific business requirements, we don't provide prebuilt actions for Service Assistant. - Service Assistant supports the use of custom Lightning types. Setup of custom Lightning types follows all configuration guidelines and best practices in [Agent Action Custom Lightning Types](https://help.salesforce.com/s/articleView?language=en_US&id=ai.copilot_actions_enhance.htm&type=5). - Custom Lightning types in Service Assistant don't support sending values or utterances back into the chat conversation from within the LWC. - You can assign context variables to action inputs so Service Assistant automatically passes session information, such as the current record ID, into the action at session start. See [Grounding with Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&language=en_US). Find more details and best practices in these articles. - [Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5 "Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines.") - [Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_actions_matching.htm&release=264.0.0&type=5 "Service Assistant automatically adds actions to plan steps by comparing your action descriptions and input and output instructions against the record details and grounding sources.") - [Guidelines for Creating Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5 "Follow these guidelines to write effective action descriptions and to set up Service Assistant action inputs and outputs.") - [Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_actions_permissions.htm&release=264.0.0&type=5 "Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run.") ## Context Variables Context variables are predefined values that Service Assistant reads automatically at the start of a session to generate more relevant plan steps. They pass the ID of the record the service rep has open into your actions, so an action can look up the current record and its related records, such as the associated account or contact, without the service rep entering that information manually. Service Assistant uses these context variables. - SeedPlanWithGuidance: Guides how Service Assistant generates the next plan step. It doesn't carry case grounding fields or messaging session or voice call transcript data. It's provided automatically, isn't shown on the Context tab in Agentforce Builder, and can't be modified—you'll see it only in a subagent's action inputs. - currentRecordId: Passes the ID of the record on the rep's screen into plan steps and actions. Service Assistant doesn't automatically read the record's field values or related data. You create this variable manually. By default, Service Assistant doesn't have access to the current record's data. To make record context available to actions and plan steps, create the currentRecordId context variable and assign it to your action inputs. An action can then work on behalf of that specific customer, such as looking up order history or updating a related record, without the rep entering the ID manually. Context variables are session-scoped. Service Assistant sets them when the session starts, and they don't update mid-session. Find more details and best practices in these articles. - [Grounding with Context Variables (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5 "Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines.") - [Set Up Context Variables for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&release=264.0.0&type=5 "Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually.") ## Related Record Grounding Related record grounding is an optional grounding source that adds data from records related to the one the service rep is working. It gives service reps more contextual and detailed plan steps. What Service Assistant grounds on depends on the record type, and you turn it on per object on the Service Assistant Setup page. - **Case:** Service Assistant analyzes the transcripts of closed messaging sessions and voice calls attached to the case. The case summary and service plan include key details from the conversation. The service plan summary states what occurred and what resolution steps were completed, and the drafted plan starts the steps from where the conversation left off. Case supports both guidance and dynamic plans. - **Messaging:** Service Assistant uses a standard prompt template we provide you to pull field data from related records, such as account, case, and contact fields, into the service plan. - **Voice:** Service Assistant uses a standard prompt template and a flow we provide you that retrieves the related record details, such as account, case, and contact fields, and pulls them into the service plan. For all three objects, related record grounding only supports grounding on text-based field data. Files and images included in the related records aren't used as grounding sources. Find more details and setup steps in these articles. - [Grounding with Related Record Data (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg.htm&release=264.0.0&type=5 "Ground Service Assistant in data from related records to provide more contextual and detailed service plans.") - [Set Up Related Record Grounding](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup.htm&release=264.0.0&type=5 "Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans.") ## Component Feed The component feed is a live grounding source that builds as a service rep works the record. It holds the interaction history in the Service Assistant component: the plan summary, the plan steps, the agent chat, knowledge lookups, and any actions surfaced or run. Service Assistant is grounded in this feed, so it stays aware of everything that happened while working the record. Unlike the other grounding sources, you don't configure the component feed. Service Assistant builds it in real time during the session. However, how much the feed grounds the plan depends on the plan type. - **Dynamic plans:** On cases, messaging sessions, and voice calls, the feed is available automatically and actively grounds the plan. As the rep works the record, Service Assistant grounds each new step in the full feed history, so the plan builds on the steps completed, the chat, the knowledge looked up, and the actions run so far. - **Guidance plans:** The feed is available only when you turn on agent chat for guidance plans from the Setup page. Even then, Service Assistant doesn't use the feed to generate or redraft the checklist steps. It uses the feed as context for the agent chat, so it can answer questions, look up knowledge, run actions, and summarize the work completed with awareness of what's already happened. Find more details in [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5 "Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record."). <!-- document id=5759526577b79a2d31bcf00c16e371844b58c6932baa3ec890c9d822b41d8aa8 url=/admin/current/en-us/service/264-0-0/sp_glossary.md --> # Service Assistant Key Terms and Concepts Review key terms and concepts used throughout the documentation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant supports multiple objects, two plan types, and a set of optional capabilities. Together, the object you use, the plan type available for that object, and the capabilities you configure create a Service Assistant experience. Review these terms before you begin. ## Service Assistant Basics Service Assistant A proactive Agent force agent that gives service reps issue resolution guidance for cases and messaging sessions. Service Assistant monitors the record and orchestrates a set of Service Assistant capabilities and functions to help service reps work on the issue. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page. ![The Service Assistant panel with the service plan, plan steps, and agent chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ui_basic.png) The primary capability of Service Assistant is to help a service rep resolve a customer issue by summarizing the record and providing step-by-step resolution guidance through a service plan. Service plans are grounded in your company data from sources like Agent force subagents and instructions, knowledge articles, and related records. To provide additional resolution guidance, Service Assistant supports additional capabilities that extend Service Assistant functionality beyond the service plan. These capabilities are optional and surface alongside the service plan in the component. Service Assistant also provides access to an agent chat box for service reps to receive on-demand resolution support. See [Service Assistant and the Adaptive Experience](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&type=5&language=en_US). Service Assistant Adaptive Experience The set of agent functions that Service Assistant actively orchestrates in real time to help a service rep resolve a record: the service plan, agent chat, and agent capabilities, like Case Catch-Up & Insights and Service Replies. The core of the Adaptive Experience is Service Assistant's proactive nature. The agent constantly monitors the record and keeps resolution guidance current as the record changes. Based on the record data and what capabilities and features you've turned on, the agent executes relevant capabilities in the component so service reps have everything they need to resolve the issue in one place. Each capability is a single part of Service Assistant and the Adaptive Experience, so you choose which capabilities and features to set up and tailor Service Assistant to your business needs. For example, you can have a service plan without using Case Catch-Up & Insights, or use Service Replies without having a service plan. The Adaptive Experience isn't the same as a Service Assistant experience. The Adaptive Experience is what the agent does during resolution. A Service Assistant experience is a specific configuration that you set up. See [Service Assistant and the Adaptive Experience](https://help.salesforce.com/s/articleView?id=service.sp_ov.htm&type=5&language=en_US). Service Assistant Experience An umbrella term for a specific Service Assistant configuration: the object you use, the plan type available for that object, and the capabilities you turn on. Each combination is one Service Assistant experience. ServicePlanner User The agent user that's automatically created when you create a Service Assistant agent in Agent force Builder. Service Assistant accesses records and initiates service plan processing as the ServicePlanner User, which has a higher level of access to all record data than service reps. As a result, service reps can view information that they otherwise can't access directly. See [Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&type=5&language=en_US). ## Service Plans Service Plan The core Service Assistant function. A service plan is a list of AI-generated steps that guides a service rep through resolving a case or messaging session. Service plans are grounded in your company data and tailored to your company's policies through grounding sources like subagents, knowledge, actions, and related records. See [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&type=5&language=en_US). Plan Summary An AI-generated summary of the record and issue produced before a service plan is created. The plan summary includes a list of summarized steps that outline the steps service reps take when the service plan is initiated. For a case, the summary is created when the case meets eligibility criteria. For a messaging session, the summary is generated after the session meets eligibility criteria and contains enough context to identify the issue. Guidance Plan A static, checklist-style service plan available for cases only. Plan steps are generated when the service rep opens the case. Service Assistant doesn't actively update the plan when there's new record information. To update the plan, a service rep redrafts it. Guidance plans are turned on by default when Service Assistant is set up. Dynamic Plan A real-time service plan available for cases and messaging sessions. A dynamic plan provides a conversational workflow where Service Assistant actively guides service reps through issue resolution step-by-step and adapts the plan as the record changes. Service Assistant can surface agent actions directly in plan steps to provide automation. Service Plan Eligibility Criteria A set of conditions that a case or messaging session meets before Service Assistant generates a plan. Eligibility criteria control which records receive service plans. Service Assistant for Case and Service Assistant for Messaging each require their own eligibility criteria set in an autolaunched flow. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&language=en_US&type=5). ## Capabilities Service Assistant Capability Service Assistant provides resolution assistance through capabilities. A service plan is the core capability of Service Assistant. In addition, Service Assistant gives service reps more resolution assistance beyond the service plan as they work on a record through capabilities like Case Catch-Up & Insights, Agent Chat, and Service Replies. Each capability is independent and has its own setup steps and permissions. See [Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&type=5&language=en_US). Agent Chat A capability that adds a chat interface to Service Assistant. Service reps can ask questions, request clarification on a plan step, or ask Service Assistant to perform an action. Service Assistant is reactive in Agent Chat and waits for rep instructions before acting. Agent Chat is supported for both dynamic and guidance plans. It's on by default for dynamic plans, and you turn it on manually for guidance plans. See [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&type=5&language=en_US). Case Catch-Up & Insights An optional capability for Service Assistant for Case that provides AI-generated catch-up context and insights for service reps, including an account summary, case health score, and customer sentiment. See [Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&type=5&language=en_US). Service Replies An optional capability for Service Assistant for Messaging that surfaces Service Replies in the Service Assistant component during active messaging sessions. Setup, activation, and use are the same as the standard Service Replies feature. See [Service Replies](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US). ## Supported Objects Service Assistant for Case Service Assistant configured for case records. It supports guidance plans and dynamic plans, and includes optional capabilities such as Case Catch-Up & Insights and Agent Chat. It also supports several additional features to enhance a service plan's resolution guidance. See [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&language=en_US&type=5). Service Assistant for Messaging Service Assistant configured for messaging sessions. It supports dynamic plans only. Service Assistant monitors the entire messaging exchange and generates a service plan when the session meets eligibility criteria and contains enough context to identify the issue. This experience includes the optional Service Replies capability. Service Assistant for Voice Service Assistant configured for voice calls. It supports dynamic plans only. Service Assistant actively monitors the entire conversation transcript and generates a service plan when the session meets eligibility criteria and contains enough context to identify the issue. This experience includes the optional Service Replies capability. <!-- document id=86ce74f89ec73e3e1ad5910b9c4202bcdacb7cbda1472d2c6398ad01901c4309 url=/admin/current/en-us/service/264-0-0/sp_ov.md --> # Service Assistant Overview Learn about Service Assistant, it’s capabilities, and the experiences is to help service reps resolve a case, messaging, voice records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Assistant is a proactive AI agent on the case, messaging session, or voice call record pages. It proactively monitors the entire record and orchestrates a set of agent functions in real-time that help a service rep resolve customer issues. These functions come together in the Service Assistant component, a Lightning web component that shows as a panel on the record page and serves as a resolution workspace for service reps. Together, Service Assistant's proactivity and its functions make up the Adaptive Experience, which includes: - Service plans that provide real-time, step-by-step resolution guidance grounded in the record data and several [grounding sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&type=5&language=en_US), like knowledge. A service plan is the core feature of Service Assistant and adapts in real-time to record updates. - Agent capabilities that provide service reps additional context and resolution assistance alongside the service plan, such as Case Catch-Up & Insights and Service Replies. - Agent chat that gives service reps on-demand resolution assistance from Service Assistant, like looking up knowledge information and asking to run actions. The articles in this section describe the core functions of Service Assistant in more detail. - **[Service Assistant Agent, Component, and Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&release=264.0.0&type=5)** Learn about the Service Assistant component, where service reps work through a service plan and receive additional resolution support with agent chat and optional capabilities. - **[Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5)** Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities. - **[Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&release=264.0.0&type=5)** Agent chat gives service reps a conversational way to ask Service Assistant questions, look up knowledge, and run actions in the Service Assistant component as they work on a record. - **[Service Assistant Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5)** Learn how Service Assistant processes record data to create service plans. <!-- document id=cc96278fd57c1dfb5ecff6cc21331c429643a5c1499b7378fc2d637477b2f2f3 url=/admin/current/en-us/service/264-0-0/sp_plan_processing.md --> # Service Assistant Record Processing Learn how Service Assistant processes record data to create service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> Service Assistant is a proactive agent on the record. It builds the service plan from your grounding sources. Processing differs in two ways: by plan type and by record type. The plan type determines how Service Assistant monitors a record for new information and how it incorporates those updates during the resolution workflow. A guidance plan is drafted once and stays fixed until a service rep redrafts it. Service Assisstant doesn’t proactive update the plan when there is new information. A dynamic plan updates continuously as the record changes. Service Assistant monitors the record in real time and runs a fresh search of your grounding sources at each step. The record type (case, messaging, and voice) determines what Service Assistant grounds in and monitors. For cases, it grounds in and monitors the fields and objects set in your Service AI Grounding configuration. For messaging sessions and voice calls, it grounds in and monitors the conversation and call transcript. - [How Guidance Plans Process Records](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) - [Dynamic Plans Record General Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) - [Dynamic Plan Record Processing for Case](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) - [Dynamic Plan Record Processing for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) - [Dynamic Plan Record Processing for Voice](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) - [Transcript Quality for Voice](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5) ## How Guidance Plans Process Records A guidance plan is a static, checklist-style plan available for cases only. Like a case dynamic plan, Service Assistant grounds the plan in the fields and objects set in your Service AI Grounding configuration. But instead of building each step in real time, Service Assistant drafts the full checklist at once from the current record data, and the plan doesn't change until a service rep redrafts it. - **Initiation:** When a service rep opens an eligible case, Service Assistant summarizes the case and assigns a subagent from the case Subject and Description. The service rep selects **Draft Plan** to receive a static checklist of steps organized into resolution phases. - **Step formation:** When the plan is drafted, Service Assistant creates the full checklist from the latest record data and your grounding sources, including subagent instructions and knowledge articles. The plan doesn't regenerate as the case progresses. To get updated steps, a service rep redrafts the plan. - **Step execution:** The checklist is fully manual. Service reps work through the steps and mark each one off themselves. To surface task automation directly in a step, add [quick actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&type=5&language=en_US), which show as buttons for service reps to launch the quick action workflows. Agent actions aren't surfaced in guidance plan steps, but service reps can run them through agent chat. - **Plan collaboration:** Agent chat is available as an opt-in extension. Turn on the chat feature on the Service Assistant Setup page. Service Assistant tracks which steps a service rep marks off, but service reps can't ask it to mark a step complete or run the checklist for them. Because the plan isn't proactive, a service rep runs an agent action by asking Service Assistant through chat, such as drafting an email, and then marks the related step complete. - **Manual updates:** The plan doesn't automatically adapt to case updates. When a case field or object set in your Service AI Grounding configuration changes, the **Redraft Plan** button shows, and the service rep redrafts the plan to incorporate the updates. ## Dynamic Plans Record General Processing A dynamic plan is a real-time, conversational resolution workflow available for both cases and messaging sessions. Unlike the static checklist in a guidance plan, a dynamic plan generates each step one at a time as the case or session progresses. At each step, Service Assistant performs a fresh retrieval of all your grounding sources and the latest record data to produce precise, current guidance. Service Assistant can also surface and execute agent actions to help service reps automate steps directly in the plan. Here's how a dynamic plan progresses. - **Initiation:** When a service rep opens an eligible record, Service Assistant summarizes the conversation and identifies the assigned subagent. The service rep selects **Start Plan** to begin the interactive workflow. If you turn on **Auto Run Dynamic Plan After Summary** for Messaging, the first step surfaces automatically after the summary generates, without the service rep selecting **Start Plan**. - **Real-time step formation:** Service Assistant creates each step in real time, performing a fresh retrieval of all grounding sources and the latest record data. It also grounds the step in the component feed, so each step builds on the work completed so far, including the earlier steps, agent chat, knowledge looked up, and actions run. It evaluates whether an agent action is available to automate the task. - **Step execution:** Steps are presented as manual tasks or as automated steps that use agent actions. When an action is found, Service Assistant surfaces it for the service rep to confirm and execute, or the action executes automatically based on your configuration. - **Plan collaboration:** At any point, service reps can collaborate through chat to ask questions, request clarifications, or research without leaving the plan. - **Active monitoring and adaptation:** Service Assistant keeps the plan current without manual refreshes, but what it monitors depends on the channel. For cases, it monitors the fields and objects set in your Service AI Grounding configuration. For messaging sessions, it monitors the entire conversation transcript. How quickly an update is incorporated depends on the channel and the type of change. - **Subagent switching:** Service Assistant detects the customer's intent as record data is updated and can switch to the relevant subagent to provide guidance from that subagent and related knowledge information. If the resolution workflow starts with one issue but shifts to a second issue, Service Assistant switches to the relevant subagent to address the new issue. It gathers the information it needs using the subagents instructions and related knowledge articles. When the second issue is resolved, Service Assistant can automatically switch back to the original subagent. In some instances, Service Assistant doesn't switch back on its own. Use the chat to redirect it, such as "Let's go back to the original issue. ## Dynamic Plan Record Processing for Case Service Assistant uses Service AI Grounding to ground itself in the details of the active case the service rep is handling. This grounding lets Service Assistant summarize the case for the service rep using the fields and objects (Case Email, Case Comments, and Case Feed) you set in the configuration. - **Initiation:** By default, Subject and Description are included as required grounding sources and can't be modified. These fields are used specifically to assign a subagent to the case record using the data inside them. No other fields or objects set in your configuration are used to assign a subagent, so the amount and detail of the Subject and Description fields play an important role in matching the case to a related subagent. - **Record context:** You can set additional fields and objects as grounding sources, such as Case Comments, Case Feed, and Case Email. However, the fields and objects serve only to provide richer grounding content for creating the plan steps and help to retrieve relevant knowledge information to include in plan steps. The Subject and Description fields are the only grounding source used to identify the issue and assign a subagent to the case. - **Active monitoring and adaptation:** During a dynamic plan, Service Assistant uses the fields and objects to actively monitor the record. It tracks any changes or updates to the fields and objects and can update the steps in real time based on the new information. However, Service Assistant updates the step the service rep is currently on only when new information arrives from a case email. For all other fields and objects, Service Assistant tracks the new information and incorporates the updated information into the next step of the plan rather than the active step. - **Action matching:** As it creates each step, Service Assistant also uses the record detail and grounding sources to look for relevant agent actions. It matches the record data, subagent instructions, and knowledge information that ground the step against your action descriptions. When it finds a related action that matches the context, Service Assistant surfaces the action in the plan step so the service rep can automate the task. Clear, specific action descriptions help Service Assistant make the right match. See [Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5 "Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines."). - **Related records processing:** When a case is created from a closed messaging session or a voice call, Service Assistant analyzes the record transcripts as a grounding source, so the case summary and plan steps include key details from the conversation. The plan starts the steps from where the conversation left off. Messaging sessions and voice calls are the only supported related record types, and each record must be closed to be used as a grounding source. Related record grounding is supported for both guidance and dynamic plans. See [Grounding Case Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&release=264.0.0&type=5 "Learn how to use Messaging Session and Voice Call records as a grounding source for Service Assistant for Case."). ## Dynamic Plan Record Processing for Messaging Unlike case processing, which tracks specific field updates, Service Assistant grounds itself directly in the full lifecycle of the conversation transcript. - **Initiation:** Service Assistant generates a service plan only after the conversation has messages to ground in. Monitoring begins automatically when the session meets your configured eligibility criteria, the conversation contains enough context for Service Assistant to identify the issue, and the messaging session record is owned by a human service rep. If the record is owned by any other user, Service Assistant doesn't process the record or generate a plan. There's no standard threshold for the number of messages needed to start the service plan. What counts as enough context varies and depends on the clarity of the messages and the intent Service Assistant can identify in the chat. Problem messages, such as vague, off-topic, or conflicting messages, can disrupt this process and delay when the plan starts. - **Record context:** Service Assistant draws conversation and customer context strictly from the transcript and the MessagingSessionId context variable. It processes conversation data only from the current messaging session, and ignores previous sessions even when they're linked to the same conversation record. Service Assistant references only text in the conversation. It doesn't process file uploads, images, or choice responses. - **Active monitoring and adaptation:** Grounding in a messaging session is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new message in the transcript and continuously adapts the plan, so the steps always reflect where the conversation currently stands. For each step it creates, Service Assistant performs a real-time search against all your grounding sources to make sure the step is the most relevant to the current context. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. - **Action matching:** As it creates each step, Service Assistant also uses the conversation context and grounding sources to look for relevant agent actions. It matches the transcript, subagent instructions, and knowledge information that ground the step against your action descriptions. When it finds a related action that matches the context, Service Assistant surfaces the action in the plan step so the service rep can automate the task. Clear, specific action descriptions help Service Assistant make the right match. See [Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5 "Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines."). - **Related records:** Service Assistant for Messaging doesn't support related record grounding. It doesn't automatically receive context from the messaging session record or related records such as Contact or Case. To include related record data in the service plan, build an agent action that takes currentRecordId as input and queries the fields you need. For messaging sessions, use EndUserContactId to retrieve the associated Contact for customers already in your CRM, or MessagingEndUserId for customers identified through a messaging channel. This action returns the relevant fields for Service Assistant to produce more context-based plan steps. - **Session end:** When the messaging session ends, the service plan ends, and Service Assistant no longer provides proactive, step-by-step assistance. Service Assistant and the chat box stay available for about 24 hours after the session ends, so service reps can complete wrap-up tasks such as asking for a session summary, drafting a follow-up email, asking knowledge questions, running actions, or getting general help using the chat. All interactions are saved to the component feed. ## Dynamic Plan Record Processing for Voice Like messaging processing, Service Assistant grounds itself directly in the voice call transcript rather than in specific record fields. After the plan starts, Service Assistant continues to analyze and monitor each new transcript segment and generates one step at a time using your grounding sources. - **Initiation:** Service Assistant generates a service plan only after the voice call transcript has enough context to ground in. Using the transcript, Service Assistant evaluates the conversation against your subagent descriptions and scopes to identify the issue. When it has enough context, it assigns the matching subagent and starts the plan. Unlike case and messaging processing, voice processing doesn't show a plan summary or a Start Plan button. Service Assistant generates the first step of the plan right away, based on the assigned subagent's instructions. This process happens automatically. Monitoring begins when the record meets your configured eligibility criteria and the Voice Call record is owned by a human service rep. If the record is owned by any other user, Service Assistant doesn't process the record or generate a plan. - **Record context:** By default, Service Assistant draws conversation and customer context only from the transcript on the Voice Call record page. No setup is required beyond creating subagents and instructions for the call types that you intend to support. For access to the Voice Call record and transcript, Service Assistant requires the Agent Voice Access custom permission set, and you can install the component only on the Voice Call record page. Service Assistant can't access the voice call transcript when it's installed on other record pages, such as Case or Account. See [Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&type=5&language=en_US). - **Active monitoring and adaptation:** Grounding in a voice call is an active, fluid process. As the conversation unfolds, Service Assistant monitors each new transcript segment and continuously adapts the plan, so the steps always reflect where the conversation currently stands. For each step it creates, Service Assistant performs a real-time search against all your grounding sources to make sure the step is the most relevant to the current context. As soon as the context shifts, Service Assistant adjusts the plan and creates a new step to match. - **Action matching:** As it creates each step, Service Assistant also uses the conversation context and grounding sources to look for relevant agent actions. It matches the transcript, subagent instructions, and knowledge information that ground the step against your action descriptions. When it finds a related action that matches the context, Service Assistant surfaces the action in the plan step so the service rep can automate the task. Clear, specific action descriptions help Service Assistant make the right match. See [Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5 "Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines."). - **Related records:** Service Assistant grounds only on the voice call transcript. It doesn't automatically access related records attached to the voice call, such as an associated Contact or Account. To include related record data in the service plan, build an Apex action that takes VoiceCall.Id as input and queries the RelatedRecordId field to retrieve the associated record data. Service Assistant incorporates the returned data when it creates a plan. - **Subagent switching:** Service Assistant detects the customer's intent as the voice call progresses and can switch to the relevant subagent to provide guidance from that subagent and related knowledge information. Because a voice call is a fluid, live conversation, subagent switching can happen more often than in case or messaging processing, and the plan updates continuously in real time. If the resolution starts with one subagent's issue but shifts to a second issue, Service Assistant switches to the second subagent, gathers the information it needs, and resolves that part of the plan. When the second issue is resolved, Service Assistant can automatically switch back to the original subagent. In some instances, Service Assistant doesn't switch back on its own. Use the chat to redirect it, such as "Let's go back to the original issue." - **Real-time step adaptation:** Because of the active, real-time nature of a voice call, plan steps are more fluid than in case or messaging processing. Service Assistant adapts and regenerates steps in real time as the conversation unfolds, so the plan can change frequently to stay current with what's being said on the call. - **Call end:** When the voice call ends, the service plan ends, and Service Assistant no longer provides proactive, step-by-step assistance. Service Assistant and the chat box stay available for about 24 hours after the call ends, so service reps can complete wrap-up tasks such as asking for a call summary, drafting a follow-up email, asking knowledge questions, running actions, or getting general help using the chat. All interactions are saved to the component feed. ## Transcript Quality for Voice Service Assistant's ability to assign a subagent to the issue and create a step depends on the quality and speed of the transcription. - **Plan generation can be delayed at the start of a call.** Before Service Assistant generates the summary and first step of the plan, it requires enough messages in the transcript to understand the context of the call, including the issue to resolve. If the transcript hasn't caught up to the conversation, the summary can take longer to appear. You can see a message such as, "There's not enough information to draft a service plan summary. Add more details, then check back here." Plan processing starts when enough transcript text is available. What counts as enough information varies and depends on the clarity and speed of the transcription and how quickly the customer surfaces the reason for the call. - **Plan quality depends on transcript quality.** If your transcription provider drops words, introduces errors, or delivers text in large delayed batches rather than incrementally, the plan can be less accurate or less timely. Transcript quality also affects agent actions. If the transcript doesn't clearly capture the context that triggers a specific action, that action might not surface as a step in the plan. For example, a customer requests a refund but the transcription renders it as an unrelated phrase. Reps must be prepared to manually start agent actions or quick actions using the agent chat when the plan doesn't reflect what they're hearing on the call. <!-- document id=8b595cad048918bcb657f7aa95d606e549bf0a65ac241450609fa5067d9118ea url=/admin/current/en-us/service/264-0-0/sp_topics_pb.md --> # Service Assistant Subagent Best Practices Learn our recommended best practices for creating subagents in Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Center subagents around real customer issues](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) - [Provide descriptions and scopes that capture issue subtypes](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) - [Don’t create agent-function instructions](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) - [Don’t combine multiple steps into a single instruction](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) - [Reference actions directly and state when to use them](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) - [Don’t tell the agent to search your knowledge articles](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&release=264.0.0&type=5) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). ## Center subagents around real customer issues - Provide precise, distinct titles that specify the exact issue type you’re addressing. Specific titles like “Return Request” help Service Assistant accurately categorize the record and form initial plan steps based on the instructions. - Try to keep subagents specific to a singular category. Instead of combining concepts into a subagent like "Returns and Exchanges," separate them into distinct subagents, like “Returns” and “Exchanges.” - Keep subagents broad enough to serve as meaningful categories, but avoid categories that are too generic. For example, "Account Issue" and “Customer Issue” are too broad because they can cover a wide range of issues. Instead, use categories like “Billing Dispute”, “Transaction Decline”, or “Account Security.” - Avoid creating subagents that describe the features Service Assistant is already built to perform. A subagent titled “Case resolution assistance”, “Draft Service Plan”, “Resolve Issue”, or “Resolve Record” prevents Service Assistant from accurately categorizing records that have specific issues. Here’s an example of a general subagent that’s not suited for use in Service Assistant. ![General subagent example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_general_topic.png) ## Provide descriptions and scopes that capture issue subtypes Use a single high-level subagent for a wide range of related issues by explicitly listing variations and keywords in the subagent’s Description and Scope fields. For example, in a “Transaction Decline” subagent description, list specific authorization failures the subagent covers, like insufficient funds, suspected fraud, and travel blocks. This way you don’t need to create separate subagents for each specific subtype of transactions. When you have subtypes defined in the description, Service Assistant is better able to match a single subagent to different types of issues related to transaction declines. | Subagent Part | Example | | --- | --- | | Label | Transaction Declined | | Description | Guide service reps in helping customers resolve declined credit card transactions. Questions are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits. | | Scope | Your job is to assist service reps in identifying the reasons behind declined transactions and providing the necessary steps to either allow the charge or secure the customer’s account. You must not handle inquiries outside of declined transactions and account security. | When you encompass different subtypes in your description, use instructions to document the workflow processes for each subtype using conditional language, like “If..., then...” and “When..., then...”. See the example in [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US). Alternatively, to limit the effort of manually transcribing instructions for multiple subtypes, you can use knowledge grounding through Agentforce Data Libraries to add the specific subtype information directly from your articles into the service plan. When using knowledge grounding, your instructions don’t need as much detail and can be more broad. See the example in [Topic Strategy](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US) and review our knowledge grounding guidance in [Grounding Service Assistant with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&type=5&language=en_US). Here’s another example of a high-level subagent that specifies its subtypes in the description. | Subagent Part | Example | | --- | --- | | Label | Processing Returns | | Description | Guide service reps through processing a customer's return request, including verifying eligibility and initiating the return in the system. Questions are related to return requests, which include proof of return, return windows, product condition, and refund status. | | Scope | Your job is to assist service reps in processing customer return requests. This includes verifying return eligibility based on purchase date, item condition, and applicable return policies. It also includes identifying the reason for the return, determining whether a refund, exchange, or store credit applies, and guiding reps through the steps to initiate, approve, or escalate a return as needed. You must not handle inquiries outside of returns. | ## Don’t create agent-function instructions To ensure optimal performance, don’t create instructions that direct Service Assistant to execute its built-in reasoning, such as: - “Summarize the record.” - “Analyze the record details to provide resolution guidance.” - “Draft a service plan based on the record details.” - “Use knowledge articles to create the plan.” Service Assistant performs these tasks automatically. Instead, create instructions that document your specific business processes and service policies. ## Don’t combine multiple steps into a single instruction Each instruction needs to outline a singular task or process that's required for resolving the issue. Do not put multiple steps in one instruction, like this. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24394e292">Subagent Part</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24394e295">Example: Incorrect Instruction Structure </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Subagent Part" class="slds-cell-wrap" style="vertical-align:top;" headers="d24394e292 ">Instruction</td> <td data-label="Example: Incorrect Instruction Structure" class="slds-cell-wrap" style="vertical-align:top;" headers="d24394e295 "> <ul> <li>Search the Authorization Log in the system using the card details to identify the system Response Code.</li> <li>Take the appropriate action based on the code: <ul> <li>If Suspected Fraud: follow the Fraud Verification Script, read the merchant name and amount, and remove the block if they confirm. </li> <li>If International Restriction: check if a travel notice is on file, verify location, and add a Travel Note.</li> </ul> </li> </ul> </td> </tr> </tbody> </table> Instead, break that down into three distinct, individual instructions. | Subagent Part | Example: Correct Instruction Structure | | --- | --- | | Label | Processing Returns | | Instruction | Search the Authorization Log in the system using the card details to identify the system Response Code. | | Instruction | If the response code is Suspected Fraud, follow the Fraud Verification Script. Read the merchant name and amount to the customer, and if they confirm it is valid, remove the temporary block. | | Instruction | If the decline is International Restriction, check if a travel notice is on file. If no notice exists, verify the customer's location and add a Travel Note to the account to allow future charges in that region. | ## Reference actions directly and state when to use them Service Assistant supports standard and custom Agentforce actions. To make sure an action appears in a plan step, reference it by name in your instructions and explicitly state when Service Assistant needs to use it, such as at the first step, at the final step, or after a specific condition is met. Direct references work best for mandatory steps that always happen. For situational steps, write clear action descriptions and let Service Assistant match the action to the record context. See [Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_actions_matching.htm&type=5&language=en_US). Here are some examples of instructions that reference actions. - As a first step, always retrieve the traveler’s record using the Get Record action. The traveler’s name is collected in an input field before the action runs. - As a final step, after gathering information about visas, vaccines, and entry requirements, always draft and send an email to the customer. Summarize the work completed, including entry requirements, vaccine requirements, and other details. Use the Draft and Revise Email action. When you reference actions in your instructions, keep these tips in mind. - Use the action label, not the action API name. Referencing the API name causes errors in step creation. - If the action needs information from the service rep, state what is collected and turn on Collect data from user for the action’s input field. - After an action runs, Service Assistant sometimes asks the service rep how to proceed instead of moving to the next step. To keep the plan moving, state what happens next, like “After the action completes, immediately proceed to verify entry requirements.” - Service Assistant runs actions automatically. For actions that need the service rep’s approval first, such as issuing a refund, turn on Require User Confirmation for the action. ## Don’t tell the agent to search your knowledge articles - Service Assistant uses Agentforce Data Libraries to create plan steps automatically. Creating instructions to reference the knowledge bases isn’t needed. - Don’t include statements like “Use the Answer Questions with Knowledge action” in your instructions. For dyanmic plans, Service Assistant automatically searches your knowledge base each time it creates a plan step. <!-- document id=25795ec22be2eacd73ae780010e4f811466c7029d48e4ae7bda80d72b5b98a82 url=/admin/current/en-us/service/264-0-0/svc_site_actions_ref.md --> # Service Catalog Action Reference (Beta) Review the actions associated with Service Catalog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before reviewing the Service Catalog actions, review the basics of Agent actions. See [How Agent Works](https://help.salesforce.com/s/articleView?language=en_US&id=sf.copilot_how_copilot_works.htm&type=5) and [Standard Actions vs Custom Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&type=5&language=en_US). Service Catalog provides you these actions to resolve common contact reasons using the conversational interface and natural language processing of Agent. - Update Phone Number - Update Email Address - Open a Support Case These actions are custom-built for Service Catalog and each is associated with an item of the same name. In Service Catalog, custom means that these actions aren’t included in the Agent Actions page with the rest of the [Standard Agent Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US). You must have the associated licensing for Service Catalog and Einstein licensing to access Service Catalog actions. See [Agent in Service Catalog Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5 "Learn the feature fundamentals and important permissions information."). Take a look at the Service Catalog actions references that outline the details of each action. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Catalog Agent actions are available for setup in the Agent Actions Setup page. Setup and use of Service Catalog actions in your self-service site and digital channels aren't available. ## Agent Action: Update Email Address (Beta) Creates a Service Catalog request for the Update Email Address catalog item. The item updates the user’s email address associated with their contact record. ### Action Details <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">UpdateEmailAddress</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Custom</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Catalog Item</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">previousEmailAddress, newEmailAddress</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">svcItemRequestId</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Setup</td><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Build Service Catalog Actions (Beta)</a></td></tr></tbody></table> ### Examples of Utterances That Trigger This Action - “I want to update my email address.” - “I want to provide an email address.” - “How can I change my email address?” - “Where do I update my email address?” ## Agent Action: Update Phone Number (Beta) Creates a Service Catalog request for the Update Phone Number catalog item. The item updates the user’s phone number associated with their contact record. ### Action Details <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">UpdatePhoneNumber</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Custom</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Catalog Item</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Email, NewPhoneNumber</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">svcItemRequestId</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Setup</td><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Build Service Catalog Actions (Beta)</a></td></tr></tbody></table> ### Examples of Utterances That Trigger This Action - “I want to update my phone number.” - “I want to provide a phone number.” - “How can I update my email address?” - “Where do I update my phone number?” ## Agent Action: Get Help (Beta) Creates a Service Catalog request for the Get Help catalog item. The item is associated with the user's contact record. If a user’s contact record doesn’t exist, a case is created using the user’s email address. ### Action Details <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">GetHelp</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Custom</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Catalog Item</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Email_Input, Description_Input</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">svcItemRequestId</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Setup</td><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Build Service Catalog Actions (Beta)</a></td></tr></tbody></table> ### Examples of Utterances That Trigger This Action - “I want to speak with an agent.” - “I want agent assistance.” - “I want to create a case.” <!-- document id=b997a079ab1f98695ae0d0f3742dddce6e9bd698d78e127916d9fde898446604 url=/admin/current/en-us/service/264-0-0/svc_site_copilot_learn.md --> # Service Catalog in Agentforce (Beta) Learn the feature fundamentals and important permissions information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Agentforce Resources We recommend that you review these resources before you get started with Agent in Service Catalog. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e63">Type of Resource</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e66"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e63 ">Salesforce Help: Agentforce basics</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e66 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_intro.htm&type=5&language=en_US" target="_blank">Agentforce Agents</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_building_blocks.htm&language=en_US" target="_blank">The Building Blocks of Agents</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_trust.htm&language=en_US" target="_blank">Trust and Agents</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e63 ">Trailhead</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e66 "> <ul> <li> <a href="https://trailhead.salesforce.com/content/learn/trails/build-ai-assistants-with-einstein-copilot" target="_blank">Module: Agentforce: Quicklook</a> </li> <li> <a href="https://trailhead.salesforce.com/content/learn/modules/einstein-copilot-basics" target="_blank">Module: Agents and Agentforce Basics</a> </li> <li> <a href="https://trailhead.salesforce.com/content/learn/modules/einstein-copilot-quick-look" target="_blank">Trail: Agentforce Quick Look</a> </li> </ul> </td> </tr> </tbody> </table> ## Features and Functionality Quick Look Reference the provided information for an overview of Agentforce in Service Catalog. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e162">Question</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e165">Answer</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e162 ">What permissions and licenses do I need?</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e165 "> <ul> <li>Agentforce permissions and licenses</li> <li>Customer Service Catalog add-on license and associated permissions</li> </ul> <p style="margin-bottom:0;">See the permissions table below.</p> </td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e162 ">What is provided with each feature? </td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e165 "> <p>Agentforce</p> <ul> <li>Agentforce platform</li> <li>Conversational user interface</li> <li>Standard actions</li> </ul> <p>Service Catalog</p> <ul> <li>Service Catalog actions</li> <li>Sample catalog items</li> </ul> <p>See:</p> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_building_blocks.htm&language=en_US" target="_blank">The Building Blocks of Agentforce </a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_ref.htm&release=264.0.0&type=5" title="Review the actions associated with Service Catalog.">Service Catalog Action Reference (Beta)</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e162 ">What’s the difference between standard actions and catalog actions?</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e165 "> <p>Agentforce uses standard actions to accomplish key tasks in Salesforce, such as summarizing records. You can use any standard action with Service Catalog given that you have the necessary licensing required for each action. </p> <p>Service Catalog actions complete catalog item requests for customers in your help site so they don’t have to search your catalog or contact support. To get you started, we’ve provided three sample catalog items that are available for download. The items are associated with a catalog action of the same name.</p> <ul> <li>Update Phone Number</li> <li>Update Email Address</li> <li>Get Help</li> </ul> <p>The Service Catalog actions aren’t included in the Agentforce Actions page with the rest of the standard actions. To access the Service Catalog actions, you must launch the Agentforce custom action guided setup and select Service Catalog Item as the Reference Action Type.</p> <p>See:</p> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_operation.htm&release=264.0.0&type=5" title="Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items.">How Service Catalog Works in Agent (Beta)</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_ref.htm&release=264.0.0&type=5" title="Review the actions associated with Service Catalog.">Service Catalog Action Reference (Beta)</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&language=en_US" target="_blank">Standard Agent Action Reference </a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e162 ">What setup is required?</td> <td data-label="Answer" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e165 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=ai.agent_parent_setup.htm&language=en_US" target="_blank">Setup Agents</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Access the Sample Catalog Items</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Set Up Standard Service Catalog Actions</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_actions_setup_ov.htm&release=264.0.0&type=5" title="Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.">Set Up Custom Service Catalog Actions</a> </li> </ul> <p style="margin-bottom:0;">Service Catalog Agent actions are available for setup in the Agent Actions Setup page. Setup and use of Service Catalog actions in your self-service site and digital channels aren't available.</p> </td> </tr> </tbody> </table> ## Service Catalog in Agent Permissions Assignments In addition to the Service Catalog permission, additional permissions are required to setup and use Agent in Service Catalog. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e400">User</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e403">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e406">Profile</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e409">Permission Set License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d39728e412">Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e400 ">Service Catalog Agent Action Builder</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e403 ">Salesforce</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e406 ">System Admin</td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e409 ">Service Catalog Access</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d39728e412 "> <ul> <li>Service Catalog Builder</li> <li>Agentforce Default Admin</li> <li>Prompt Template Manager</li> </ul> </td> </tr> </tbody> </table> <!-- document id=a20b5eed9702ec5a0f540eb3bdbf08bce3700d7a7369c620407485e3e4ffc9a8 url=/admin/current/en-us/service/264-0-0/svc_service_catalog_permissions.md --> # Service Catalog Permissions Review the permissions each user requires to access Service Catalog features within your service catalog. Assign new users the Service Catalog Builder permission set to get started. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Permissions for each user include a user license, profile, permission set license, and permission set. To complete the assignment process, review the permissions table, and then use the provided documentation to assign each user their permissions. You must create the Data Categories Builder permission set, a custom permission set that enables system permissions Manage Data Categories and Customize Applications. Ensure that you’ve enabled all permissions and settings for Data Categories. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"> </td></tr></tbody></table> You must create the Eligibility Rules Builder permission set, a custom permission set that enables system permissions Manage Service Catalog and Customize Application. If you have Knowledge enabled, make sure that the Knowledge User field is selected in the User Detail settings of your user profile. Then assign the Knowledge user permissions. See [Lightning Knowledge User Access.](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&type=5&language=en_US) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d165349e78">User</th> <th class="slds-cell-wrap" scope="col" id="d165349e81">User License</th> <th class="slds-cell-wrap" scope="col" id="d165349e84">Profile</th> <th class="slds-cell-wrap" scope="col" id="d165349e87">Permission Set Licenses</th> <th class="slds-cell-wrap" scope="col" id="d165349e90">Permission Sets</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="User" headers="d165349e78">Service Catalog Admin</td> <td class="slds-cell-wrap" data-label="User License" headers="d165349e81">Salesforce</td> <td class="slds-cell-wrap" data-label="Profile" headers="d165349e84">System Administrator</td> <td class="slds-cell-wrap" data-label="Permission Set Licenses" headers="d165349e87">Service Catalog Access</td> <td class="slds-cell-wrap" data-label="Permission Sets" headers="d165349e90">Service Catalog Builder</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="User" headers="d165349e78">Service Catalog Builder</td> <td class="slds-cell-wrap" data-label="User License" headers="d165349e81">Salesforce</td> <td class="slds-cell-wrap" data-label="Profile" headers="d165349e84">Standard User</td> <td class="slds-cell-wrap" data-label="Permission Set Licenses" headers="d165349e87">Service Catalog Access</td> <td class="slds-cell-wrap" data-label="Permission Sets" headers="d165349e90">Service Catalog Builder</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="User" headers="d165349e78">Service Catalog Data Categories Builder</td> <td class="slds-cell-wrap" data-label="User License" headers="d165349e81">Salesforce</td> <td class="slds-cell-wrap" data-label="Profile" headers="d165349e84">Standard User</td> <td class="slds-cell-wrap" data-label="Permission Set Licenses" headers="d165349e87">Service Catalog Access</td> <td class="slds-cell-wrap" data-label="Permission Sets" headers="d165349e90">Service Catalog Builder<p>AND</p>Data Categories Builder</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="User" headers="d165349e78">Service Catalog Eligibility Rules Builder</td> <td class="slds-cell-wrap" data-label="User License" headers="d165349e81">Salesforce</td> <td class="slds-cell-wrap" data-label="Profile" headers="d165349e84">Standard User</td> <td class="slds-cell-wrap" data-label="Permission Set Licenses" headers="d165349e87">None</td> <td class="slds-cell-wrap" data-label="Permission Sets" headers="d165349e90">Eligibility Rules Builder</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="User" headers="d165349e78">Service Catalog Agent</td> <td class="slds-cell-wrap" data-label="User License" headers="d165349e81">Salesforce</td> <td class="slds-cell-wrap" data-label="Profile" headers="d165349e84">Standard User</td> <td class="slds-cell-wrap" data-label="Permission Set Licenses" headers="d165349e87">Service Catalog Access</td> <td class="slds-cell-wrap" data-label="Permission Sets" headers="d165349e90">Service Catalog Agent</td> </tr> </tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d165349e193">Permission Set</th> <th class="slds-cell-wrap" scope="col" id="d165349e196">What It Grants You:</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Permission Set" headers="d165349e193">Service Catalog Builder</td> <td class="slds-cell-wrap" data-label="What It Grants You:" headers="d165349e196"> <ul> <li dir="ltr">Access to Service Catalog Builder in Setup</li> <li dir="ltr">Full access to Service Catalog Item Definition, Service Catalog Category, Service Catalog Category Item, Service Catalog Fulfillment Flow, and Service Catalog Fulfillment Flow Item</li> <li dir="ltr">Ability to create flows with processType ServiceCatalogItemFlow.</li> <li dir="ltr">Create, Read, Update, Delete, View All Records, and Modify All Records on Catalog Request and Catalog Request records</li> <li>Ability to manage fulfillments</li> <li>Ability to view roles and role hierarchies</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Permission Set" headers="d165349e193">Service Catalog User</td> <td class="slds-cell-wrap" data-label="What It Grants You:" headers="d165349e196"> <ul> <li dir="ltr">Read access to Service Catalog Category and Service Catalog Item</li> <li dir="ltr">Create and Read access to Catalog Request and Catalog Request Related Item<div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Permission sets or sharing rules still determine sharing access to individual records.</div> </div> </div> </li> <li>Ability to run fulfillments</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Permission Set" headers="d165349e193">Service Catalog Data Categories Builder</td> <td class="slds-cell-wrap" data-label="What It Grants You:" headers="d165349e196"> <ul> <li>Ability to create data categories.</li> <li>Ability to change the categorization method to Data Categories.</li> <li> Customize Application system permissions.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Permission Set" headers="d165349e193">Service Catalog Eligibility Rules Builder</td> <td class="slds-cell-wrap" data-label="What It Grants You:" headers="d165349e196"> <ul> <li>Ability to create eligibility rules in Setup.</li> <li>Ability to assign eligibility rules to catalog items.</li> <li>Ability to edit existing eligibility rules.</li> <li>Customize Application system permissions.</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Permission Set" headers="d165349e193">Service Catalog Agent</td> <td class="slds-cell-wrap" data-label="What It Grants You:" headers="d165349e196"> <ul> <li>Ability to make catalog requests for items.</li> <li>Read access to Catalog Item and Catalog Category.</li> <li>Ability to run catalog items on behalf of another contact. </li> <li>Ability to run flows.</li> </ul> </td> </tr> </tbody></table> #### See Also - [_Salesforce Help_: Guidelines for Creating Permission Sets and Permission Set Groups](https://help.salesforce.com/s/articleView?id=platform.perm_sets_best_practices.htm&type=5&language=en_US) - [_Salesforce Help_: Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) - [_Salesforce Help_: Service Catalog Site Permission Set Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&type=5&language=en_US) <!-- document id=e999d630a6abe01f351f5c7550bad671033a5051fd2dd69a080371cd63cebe7b url=/admin/current/en-us/service/264-0-0/svc_site_comps_temps_ov.md --> # Service Catalog Site Basics The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## What Is the Service Catalog Site? The Service Catalog site provides your customers and partners access to request products and services from your Service Catalog. The site is created, customized, and managed with Experience Cloud. With Experience Cloud, you have no-code, point-and-click tools and prebuilt templates, themes, and components to quickly set up your Service Catalog site. Experience Cloud provides several frameworks to build Experience Sites. Service Catalog supports the Aura and Lightning Web Runtime (LWR) frameworks. See [Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US). You can also integrate Service Catalog with sites alternative to Experience Cloud, such as Salesforce and externally built sites. See [Alternative Sites Setup Pathway](https://help.salesforce.com/s/articleView?id=service.svc_site_alt_setup.htm&release=264.0.0&type=5 "Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites."). ## Supported Site Frameworks, Templates, and Themes To provide you a streamlined and quick setup experience, the Service Catalog pages and components are available in several templates from Experience Cloud. The templates help you quickly build and customize your site with Experience Builder, and each template contains a specific page layout and standard components for common business scenarios. Each template is based on two site frameworks: LWR and Aura. These frameworks shape how you build your Service Catalog site and how it runs when it's live. For Service Catalog, the difference between the frameworks is that LWR templates support data categories, which help provide an intuitive site indexing of all your catalog items, categories, and their hierarchies. Review each and determine which is best for your business needs. See [Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US). If you select LWR, be sure to: - Review [LWR Service Catalog Site Guidelines](https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_guidelines.htm&release=264.0.0&type=5 "Review the provided guidelines before using the LWR framework to build your Service Catalog Site."). - Have data categories. See [Create a Data Category Group](https://help.salesforce.com/s/articleView?id=service.svc_dc.htm&release=264.0.0&type=5 "Data categories offer an alternative type of categorization for catalog items. Data categories are used with other Service products such as Knowledge. Organizing catalog items under a data category makes those catalog items viewable on LWR sites.") and [Work with Data Categories](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&type=5&language=en_US). Here are the supported templates you can use to quickly build, customize, and launch your site. They’re available for selection as part of the Service Catalog site setup process. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e127">Framework</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e130">Supported Templates</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Framework" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e127 ">Aura</td> <td data-label="Supported Templates" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e130 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.rss_build_your_own_pages.htm&type=5&language=en_US" target="_blank">Build Your Own (Aura)</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?language=en_US&id=sf.rss_customer_account_portal_pages.htm&type=5" target="_blank">Customer Account Portal</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.rss_napili_views.htm&type=5&language=en_US" target="_blank">Customer Service</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Framework" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e127 ">LWR</td> <td data-label="Supported Templates" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e130 "> <a href="https://help.salesforce.com/s/articleView?id=experience.rss_build_your_own_lwr.htm&type=5&language=en_US" target="_blank">Build Your Own (LWR)</a> </td> </tr> </tbody> </table> In addition to the templates, the Service Catalog pages and components are supported on Experience Cloud themes. The theme is a specific visual flow, design, and color scheme of a template. Themes provide you even more flexibility and customization of your site’s style. See [Add Style to Your Experience Builder Site with Themes](https://help.salesforce.com/s/articleView?id=experience.community_builder_theme_understanding.htm&type=5&language=en_US). ## Supported Site Components and Pages The Service Catalog site is made up of Experience site pages. The Service Catalog features are contained within these site pages, which are available only with the Service Catalog Access permission set license and Service Catalog User permission set. Each site page contains Service Catalog components, which are no-code, point-and-click tools used to build and customize your site. The components are preconfigured on each page. Just point and click each component to customize it to your preferences. These components are designed for Service Catalog using the Aura and LWR frameworks and are in addition to the standard Experience Cloud components. The pages and components provide you with the Service Catalog features to help you get set up quickly and provide your customers with an efficient self-service experience for Service Catalog. Here’s what the Service Catalog site contains for both Aura and LWR frameworks. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:21.218487394957986%"> <col style="width:36.5546218487395%"> <col style="width:21.008403361344538%"> <col style="width:21.218487394957986%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e221">Objects</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e224">Components</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e227">Pages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e230">Page Variations</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e221 "> <ul> <li> <p>SvcCatalogCategory</p> <p>Groups Service Catalog items into a functional area.</p> </li> <li> <p>SvcCatalogCategoryItem</p> <p>Associates a Service Catalog item with a category.</p> </li> <li> <p>SvcCatalogItemDefinition</p> <p>Represents a Service Catalog item that is requested by a Service Catalog user.</p> </li> <li> <p>SvcCatalogRequest</p> <p>Shows a user’s Service Catalog request.</p> </li> <li> <p>SvcCatalogReqRelatedItem</p> <p>Shows a list of related requests.</p> </li> </ul> </td> <td data-label="Components" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e224 "> <p>Aura Components</p> <ul> <li> <p>Service Catalog List</p> <p>Shows a list of active Service Catalog items and categories.</p> </li> <li> <p>Service Catalog Grid</p> <p>Shows a collection of active Service Catalog items that are set as featured.</p> </li> <li> <p>Service Catalog Record Detail</p> <p>Shows the details of a Service Catalog item.</p> </li> </ul> <p>LWR Components</p> <ul> <li> <p>Service Catalog Grid (beta)</p> <p>Shows active Service Catalog items set as featured as a collection and a list.</p> </li> <li> <p>Service Catalog Record Detail</p> <p>Shows the details of a Service Catalog item.</p> </li> </ul> </td> <td data-label="Pages" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e227 "> <ul> <li> <p>Service Catalog Home page (Aura)</p> <p>A standard home page associated with your selected template that you configure to add the Service Catalog Grid component.</p> </li> <li> <p>Service Catalog Item Definition object page (Aura and LWR)</p> <p>Contains the Service Catalog Item Definition detail, list, and related list pages and their page variations associated with the <samp class="parmname">SvcCatalogItemDef</samp> object. </p> </li> <li> <p>Service Catalog Request object page (Aura)</p> <p>Contains the Service Catalog Request detail, list, and related list pages and their corresponding page variations associated with the <samp class="parmname">SvcCatalogRequest</samp> object. </p> </li> <li> <p>Network Data Category Detail object page (LWR)</p> <p>Contains the Service Catalog Grid component that  surfaces catalog items and their associated data categories in your site using the Network Data Category Detail object page variation.</p> </li> </ul> </td> <td data-label="Page Variations" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e230 "> <ul> <li> <p>Service Catalog Item Definition Detail (Aura and LWR)</p> <p>Shows the details for a Service Catalog item using the Service Catalog Record Detail component.</p> </li> <li> <p>Service Catalog Item Definition List (Aura and LWR)</p> <p>Shows a list of active Service Catalog items and categories using the Service Catalog List component.</p> </li> <li> <p>Service Catalog Item Definition Related List (Aura and LWR) </p> <p>Shows a list of related catalog items.</p> </li> <li> <p>Service Catalog Request Detail (Aura)</p> <p>Provides the record details for a Service Catalog request using the standard Record Detail component.</p> </li> <li> <p>Service Catalog Request List (Aura)</p> <p>Shows a list of a user’s service catalog requests using the standard Record List component.</p> </li> <li> <p>Service Catalog Request Related List (Aura)</p> <p>Shows a list of records related to the request.</p> </li> </ul> </td> </tr> </tbody> </table> ## Which Service Catalog Components Can I Use with Each Experience Cloud Template? Review the table to find out which templates from Experience Cloud currently support the Service Catalog components for both Aura and LWR. All the listed components are supported on all Experience Cloud themes that are available with each template. To determine what standard components are available for you to use within your site based on your selected template, see [Which Components Can I Use with Each Aura Template?](https://help.salesforce.com/s/articleView?id=experience.rss_component_reference_table.htm&type=5&language=en_US) and [Standard Components for the Build Your Own (LWR) Template](https://help.salesforce.com/s/articleView?id=experience.networks_byo_lwr_components.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> <col style="width:12.5%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e509">Service Catalog Component</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e512">Framework Supported</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e515">BYO (AURA) Template</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e518">BYO (LWR) Template</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e521">Customer Account Portal Template</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e525">Customer Service Template</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e528">HELP CENTER template</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116467e531">PARTNER CENTRAL template</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Service Catalog Component" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d116467e509 ">Service Catalog Grid</td> <td data-label="Framework Supported" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e512 ">Aura</td> <td data-label="BYO (AURA) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e515 "> <a name="svc_site_comps_temps_ov__image_wlt_ks1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_wlt_ks1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="BYO (LWR) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e518 "> <a name="svc_site_comps_temps_ov__image_ets_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_ets_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Account Portal Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e521 "> <a name="svc_site_comps_temps_ov__image_oc5_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_oc5_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Service Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e525 "> <a name="svc_site_comps_temps_ov__image_kwb_ms1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_kwb_ms1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="HELP CENTER template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e528 "> <a name="svc_site_comps_temps_ov__image_bkn_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_bkn_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="PARTNER CENTRAL template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e531 "> <a name="svc_site_comps_temps_ov__image_cm4_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_cm4_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> </tr> <tr class=""> <td data-label="Framework Supported" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e512 ">LWR</td> <td data-label="BYO (AURA) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e515 "> <a name="svc_site_comps_temps_ov__image_psm_ms1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_psm_ms1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="BYO (LWR) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e518 "> <a name="svc_site_comps_temps_ov__image_gmr_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_gmr_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Account Portal Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e521 "> <a name="svc_site_comps_temps_ov__image_sc2_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_sc2_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="Customer Service Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e525 "> <a name="svc_site_comps_temps_ov__image_f3f_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_f3f_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="HELP CENTER template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e528 "> <a name="svc_site_comps_temps_ov__image_m2m_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_m2m_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="PARTNER CENTRAL template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e531 "> <a name="svc_site_comps_temps_ov__image_unp_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_unp_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> </tr> <tr class=""> <td data-label="Service Catalog Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e509 ">Service Catalog List</td> <td data-label="Framework Supported" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e512 ">Aura</td> <td data-label="BYO (AURA) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e515 "> <a name="svc_site_comps_temps_ov__image_odl_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_odl_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="BYO (LWR) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e518 "> <a name="svc_site_comps_temps_ov__image_dvc_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_dvc_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="Customer Account Portal Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e521 "> <a name="svc_site_comps_temps_ov__image_jpv_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_jpv_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Service Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e525 "> <a name="svc_site_comps_temps_ov__image_krz_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_krz_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="HELP CENTER template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e528 "> <a name="svc_site_comps_temps_ov__image_tbl_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_tbl_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="PARTNER CENTRAL template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e531 "> <a name="svc_site_comps_temps_ov__image_gxq_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_gxq_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> </tr> <tr class=""> <td data-label="Service Catalog Component" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d116467e509 ">Service Catalog Record Detail</td> <td data-label="Framework Supported" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e512 ">Aura</td> <td data-label="BYO (AURA) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e515 "> <a name="svc_site_comps_temps_ov__image_orm_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_orm_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="BYO (LWR) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e518 "> <a name="svc_site_comps_temps_ov__image_p5p_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_p5p_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Account Portal Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e521 "> <a name="svc_site_comps_temps_ov__image_o5w_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_o5w_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Service Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e525 "> <a name="svc_site_comps_temps_ov__image_udy_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_udy_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="HELP CENTER template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e528 "> <a name="svc_site_comps_temps_ov__image_zzj_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_zzj_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="PARTNER CENTRAL template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e531 "> <a name="svc_site_comps_temps_ov__image_b3s_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_b3s_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> </tr> <tr class=""> <td data-label="Framework Supported" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e512 ">LWR</td> <td data-label="BYO (AURA) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e515 "> <a name="svc_site_comps_temps_ov__image_wfb_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_wfb_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="BYO (LWR) Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e518 "> <a name="svc_site_comps_temps_ov__image_kh4_ls1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_kh4_ls1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> </td> <td data-label="Customer Account Portal Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e521 "> <a name="svc_site_comps_temps_ov__image_opg_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_opg_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="Customer Service Template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e525 "> <a name="svc_site_comps_temps_ov__image_cvh_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_cvh_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="HELP CENTER template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e528 "> <a name="svc_site_comps_temps_ov__image_rz3_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_rz3_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> <td data-label="PARTNER CENTRAL template" class="slds-cell-wrap" style="vertical-align:top;" headers="d116467e531 "> <a name="svc_site_comps_temps_ov__image_iqt_ns1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_comps_temps_ov__image_iqt_ns1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png" alt="X"></span> </td> </tr> </tbody> </table> ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Here’s an Aura-based Service Catalog site that uses the components and pages built for Service Catalog. ![Service Catalog site example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/service_catalog_site.png) #### See Also - [_Salesforce Help_: Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US) <!-- document id=764800c57b62b2bfb78989cf4e54f39217bd98f9f88d723bfae93d0bf1107681 url=/admin/current/en-us/service/264-0-0/svc_site_glossary.md --> # Service Catalog Site Glossary Get familiar with the key terms used in this documentation. The terms are curated for Service Catalog and supplement the Experience Cloud glossary. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Aura One of the supported frameworks used to build the Service Catalog Site. See [Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US) Components Point-and-click tools used to build and customize your site that are a part of the Lightning Component framework. The Service Catalog site contains standard components from Experience Cloud and components built specifically for Service Catalog that are available only with the Service Catalog permission set license. Experience Builder A tool used to design and build LWR and Aura sites using preconfigured templates and Lightning components to customize your site pages without code. Experience Cloud A digital experience platform that makes it easy to build beautifully designed, CRM-powered online sites, customer portals, and help centers. Experience Cloud Licensing The licenses needed for access, creation, customization, and the use of the Service Catalog site in addition to the Service Catalog permission set license. The supported licenses are Channel Account, Customer Community, Customer Community Login, Customer Community Plus, Customer Community Plus Login, External App, Partner Community, and Partner Community Login licenses. These licenses provide site access to your customers and partners without needing affiliation to your Salesforce org. LWR One of the supported frameworks used to build the Service Catalog site. See [Learn About Experience Cloud Frameworks and Templates](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US). Service Catalog Object Page Preconfigured pages for the Service Catalog Request and Service Catalog Request Item Definition objects. The latter is available as a part of the Service Catalog site creation process. The former requires manual setup and configuration. Service Catalog Page Variation An alternative version of the Service Catalog Item Definition and Service Catalog Request object pages that contain specific functionality and visibility. Service Catalog Site A CRM-powered portal for your customers and partners to request products and services from your Service Catalog. The site uses prebuilt templates from Experience Cloud that are customizable. The site is built on top of your org and uses your Salesforce data. Service Catalog Site Builder The persona for both Aura and LWR Service Catalog sites who builds and configures the site pages and components. They require specific permission set assignments and licensing. See [Service Catalog Site Licensing](https://help.salesforce.com/s/articleView?id=service.svc_site_licensing.htm&release=264.0.0&type=5 "Specific permissions and licenses are required for the access and use of your Service Catalog site and its features.") and [Service Catalog Site Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&release=264.0.0&type=5 "Review and assign the permissions each site user requires for access and use of your Service Catalog site and its features."). Service Catalog Site Manager The persona for LWR Service Catalog sites who selects the data categories to show in the Service Catalog site from Experience Workspaces. Service Catalog Site User A persona who uses the Service Catalog site to request products and services. A site user either an external user or partner user. Each are authenticated users of your site but not members of your Salesforce org. All site users require specific permission set assignments and licensing in addition to the general Service Catalog permission set assignments. See [Service Catalog Site Licensing](https://help.salesforce.com/s/articleView?id=service.svc_site_licensing.htm&release=264.0.0&type=5 "Specific permissions and licenses are required for the access and use of your Service Catalog site and its features.") and [Service Catalog Site Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&release=264.0.0&type=5 "Review and assign the permissions each site user requires for access and use of your Service Catalog site and its features."). Standard Page A standard Experience Cloud site page based on a blank layout. The only standard page in the Service Catalog site is the Home page, which is configurable. All other pages included in the site are custom-built for the Service Catalog. See [What Is the Service Catalog Service Site](https://help.salesforce.com/s/articleView?id=service.svc_site_comps_temps_ov.htm&release=264.0.0&type=5 "The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items."). Templates Templates from Experience Cloud let you build responsive sites for creating branded spaces for your customers and partners. Templates contain pages, components, and point-and-click tools to get you set up quickly. You can configure these pages and components to customize your experience without ever using code. Service Catalog supports several templates based on your selected framework. #### See Also - [_Salesforce Help_: Experience Cloud Glossary](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US) <!-- document id=5c2da51cf2fc3571c2da26e493889f1d8ebf3bb2cbd3e7e153668bfbb387d85a url=/admin/current/en-us/service/264-0-0/svc_site_licensing.md --> # Service Catalog Site Licensing Specific permissions and licenses are required for the access and use of your Service Catalog site and its features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Before You Get Started Service Catalog site accessibility is provided by the Service Catalog site permission set assignments, which are required and in addition to the general Service Catalog permissions assignments. Ensure you’ve completed those permissions assignments before you proceed. In addition, the Service Catalog site licensing setup is framework-specific. Review all licensing information carefully. ## Licensing Overview The Service Catalog site permissions assignments are provided to these personas who are specific to the framework you’re using to build your site. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d132159e69">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d132159e72">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e69 "> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="Aura Service Catalog site builder"></span> Aura Service Catalog Site Builder</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="LWR Service Catalog site builder"></span> LWR Service Catalog Site Builder</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e72 ">Builds, configures, and styles the Service Catalog site pages and components.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e69 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_lwr_site_manager.png" alt="LWR Service Catalog site manager"></span> LWR Service Catalog Site Manager</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e72 ">Selects the data categories to show in the Service Catalog site from Experience Workspaces.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e69 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Site User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e72 ">Any user who has Service Catalog feature access to request products and services from your Service Catalog.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e69 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Site Guest User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d132159e72 ">Any user who accesses your site and requests products and services from your Service Catalog without logging in.</td> </tr> </tbody> </table> Because LWR supports data categories, the site manager is a user specific to LWR who selects and manages the data categories shown in the Service Catalog site. In this documentation, the LWR site builder and manager are two distinct personas. Per your business needs, you can have a single persona be both an LWR site builder and manager. Review the permissions assignments for specific setup information. ## Additional Licenses Required Because your site is an extension of your Salesforce org that provides end users access to your Service Catalog through Experience Cloud, each persona also requires Experience Cloud permissions assignments. Thus, all your Service Catalog site users must have an assigned Experience Cloud license and the Service Catalog Site User permissions assignments. Service Catalog supports these Experience Cloud licenses. - Customer Community - Customer Community Login - Customer Community Plus - Customer Community Plus Login - Partner Community - Partner Community Login Each Experience Cloud license provides Service Catalog site users external access to your Service Catalog site. External users are authenticated users of your site but not members of your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note External App and Channel Account licenses are available for use with your Service Catalog site. Contact your Salesforce account executive for setup assistance. ## Licensing Setup Your Service Catalog site permissions assignments are based on your specific Experience Cloud license. To provide your site users Service Catalog site and feature access, create the custom External Service Catalog User permission that has specific Service Catalog object and feature permissions. Then provide the permission set to your site users. We’ve provided you with the specific permissions information and Salesforce Setup documentation. See [Service Catalog Site Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&type=5&language=en_US). We recommend consulting with a Salesforce account executive for any support needed during your setup process. ## Licensing Considerations Before you get started with your Service Catalog site licensing setup, keep these considerations in mind. - Be sure that your site users have read, write, and edit access for the objects and their fields used in the screen flows that are part of your fulfillment flows - If you’re using the LWR framework, ensure that the Enables Data Categories in LWR Sites org permission and Manage Data Categories system permission are enabled As you configure your Service Catalog Site licensing, we recommend contacting your Salesforce account executive for any needed setup assistance. <!-- document id=7a717f4236304726dfc4427e4970506dc8e610c9bb5cbc49b9dfe85e007da3cd url=/admin/current/en-us/service/264-0-0/svc_site_permission_assignments.md --> # Service Catalog Site Permissions Assignments Review and assign the permissions each site user requires for access and use of your Service Catalog site and its features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Before You Get Started Service Catalog site accessibility is provided by the Service Catalog site permission set assignments, which are required and in addition to the general Service Catalog permissions assignments. Ensure you’ve completed those permissions assignments and that you’re assigned the Service Catalog User permission set before you proceed. In addition, the Service Catalog site licensing setup is Experience Cloud framework-specific. Review all licensing information carefully. We recommend contacting your Salesforce account executive for any needed setup assistance. ## Personas The Service Catalog site permissions assignments are provided to these personas who are specific to the Experience framework you’re using to build your site. For LWR, you can choose to have only one user be the site builder and manager. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e75">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e75 "> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="Aura Service Catalog site builder"></span> Aura Service Catalog Site Builder</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="LWR Service Catalog site builder"></span> LWR Service Catalog Site Builder</p> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e78 ">Builds, configures, and styles the Service Catalog site pages and components.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e75 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_lwr_site_manager.png" alt="LWR Service Catalog site manager"></span> LWR Service Catalog Site Manager</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e78 ">Selects the data categories to show in the Service Catalog site from Experience Workspaces.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e75 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Site User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e78 ">Any user who has Service Catalog feature access to request products and services from your Service Catalog.</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e75 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Site Guest User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e78 ">Any user who accesses your site and requests products and services from your Service Catalog without logging in.</td> </tr> </tbody> </table> ## Required Licensing Because your site is an extension of your Salesforce org that provides end users access to your Service Catalog through Experience Cloud, each persona also requires Experience Cloud permissions assignments. For this reason, all your Service Catalog site users must have an assigned Experience Cloud license and the Service Catalog Site User permissions assignments. Service Catalog supports these Experience Cloud licenses. - Customer Community - Customer Community Login - Customer Community Plus - Customer Community Plus Login - Partner Community - Partner Community Login Each Experience Cloud license provides Service Catalog site users external access to your Service Catalog site. External users are authenticated users of your site but not members of your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note External App and Channel Account licenses are available for use with your Service Catalog site. Contact your Salesforce account executive for setup assistance. ## Permissions Assignments Review the permissions table, and then use the provided documentation to assign each user their permissions. Keep these considerations in mind. - Service Catalog site users require a custom permissions set: External Service Catalog Site User. This permission set requires the specified system and object permissions. - If you’re adding Service Catalog to an Experience Site that has community users, create and provide the External Service Catalog Site User custom permission set to your community users. - If you have a newly generated Experience Cloud site without community users, create your community users and then create and provide them with the External Service Catalog Site User custom permission set. - Make sure that your site users and guest users have read, write, and edit access for the objects and their fields used in the flows that are included in your fulfillments. - If you’re using the LWR framework, make sure that the Enables Data Categories in LWR Sites org permission and Manage Data Categories system permission are enabled. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All Service Catalog site users require a custom permission set that contains the specified system and object permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:13.966480446927374%"> <col style="width:14.94413407821229%"> <col style="width:14.385474860335194%"> <col style="width:14.385474860335194%"> <col style="width:14.385474860335194%"> <col style="width:13.966480446927374%"> <col style="width:13.966480446927374%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e243">User</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e246">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e249">Profile</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e252">Permission Set License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e255">Permission Set</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e259">System Permissions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178115e262">Object Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="LWR Service Catalog site builder"></span> Aura Service Catalog Site Builder</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 ">Salesforce</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 "> <p>System Admin </p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;"> Standard User</p> </td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 ">Service Catalog Access</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 ">Service Catalog User</td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 ">Create and Setup Experiences</td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 ">None</td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="LWR Service Catalog site builder"></span> LWR Service Catalog Site Builder</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 ">Salesforce</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 "> <p>System Admin </p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;"> Standard User</p> </td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 ">Service Catalog Access</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 ">Service Catalog User</td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 ">Create and Setup Experiences</td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 ">None</td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_lwr_site_manager.png" alt="LWR Service Catalog site Manager"></span> LWR Service Catalog Site Manager</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 ">Salesforce</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 "> <p>System Admin </p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;"> Standard User</p> </td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 ">Service Catalog Access</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 "> <p>Service Catalog User </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Data Categories Builder</p> </td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 "> <p>Manage Data Categories </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Create and Setup Experiences</p> </td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 ">None</td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_builder.png" alt="LWR Service Catalog site builder"></span> Service Catalog Agent Action Builder</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 ">Salesforce</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 ">System Admin </td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 "> <p>Service Catalog Access </p> <p>AND</p> <p> Einstein GPT</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Einstein Prompt Templates</p> </td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 "> <p>Service Catalog Builder </p> <p>AND</p> <p> Agentforce Default Admin</p> <p>AND</p> <p style="margin-bottom:0;">Prompt Template Manager</p> </td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 ">None</td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 ">None</td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Site User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 "> <p>Use one of these licenses.</p> <ul> <li>Channel Account</li> <li>Customer Community </li> <li>Customer Community Login</li> <li>Customer Community Plus</li> <li>Customer Community Plus Login</li> <li>External App</li> <li>Partner Community</li> <li>Partner Community Login</li> </ul> </td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 "> <p>Use one of these user profiles.</p> <ul> <li>Channel Account User</li> <li>Customer Community User</li> <li>Customer Community Login User</li> <li>Customer Community Plus User</li> <li> Customer Community Plus Login User </li> <li>External Apps User</li> <li>Partner Community User </li> <li>Partner Community Login User</li> </ul> </td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 ">None</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 ">External Service Catalog Site User (Custom permission set)</td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 ">Use Service Catalog</td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 "> <ul> <li>Read and create object permissions for the Service Catalog Request and Service Catalog Request Related Item objects and their fields</li> <li>Read and create access for the objects and their fields used in the screen flows that are part of your catalog fulfillments</li> <li>Read access to the Knowledge object (optional)</li> </ul> </td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e243 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="width:25px;margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_user.png" alt="Service Catalog site user"></span> Service Catalog Guest User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e246 ">None</td> <td data-label="Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e249 ">None</td> <td data-label="Permission Set License" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e252 ">Service Catalog Guest Access</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e255 ">Use Service Catalog for Guest</td> <td data-label="System Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e259 ">Use Service Catalog for Guest User</td> <td data-label="Object Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d178115e262 "> <ul> <li>Read and create object permissions for the Service Catalog Request and Service Catalog Request Related Item objects and their fields</li> <li>Read and create access for the objects and their fields used in the screen flows that are part of your catalog fulfillments</li> <li>Read access to the Knowledge object (optional)</li> </ul> </td> </tr> </tbody> </table> #### See Also - [_Salesforce Help_: Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) - [_Salesforce Help_: Guidelines for Creating Permission Sets and Permission Set Groups](https://help.salesforce.com/s/articleView?id=platform.perm_sets_best_practices.htm&type=5&language=en_US) - [_Salesforce Help_: Service Catalog Permissions](https://help.salesforce.com/s/articleView?id=service.svc_service_catalog_permissions.htm&release=264.0.0&type=5 "Review the permissions each user requires to access Service Catalog features within your service catalog. Assign new users the Service Catalog Builder permission set to get started.") <!-- document id=1ab50eedf191f91e36f1c362d78703fe3b24945d6df8fd5146a27739c55710a4 url=/admin/current/en-us/service/264-0-0/svc_site_resources.md --> # Service Catalog Site Resource Hub Resources are available to help you understand the relationship between Experience Cloud and the Service Catalog site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The provided resources are curated for Service Catalog. They help you learn the basics of Experience Cloud and how its features are used in the Service Catalog site. Refer to these resources as you complete your setup. These resources are also referenced throughout the documentation. For a full set of resources, see [Experience Cloud Resources](https://help.salesforce.com/s/articleView?id=experience.networks_resources.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d71910e65">Type of Resource</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d71910e68">Link to Resources</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Salesforce Help: Experience Cloud basics</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?language=en_US&id=sf.exp_cloud_basics_what.htm&type=5" target="_blank">What Is Experience Cloud?</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?language=en_US&id=sf.exp_cloud_basics_parts_pieces.htm&type=5" target="_blank">Building Blocks of a Site</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_navigation.htm&type=5&language=en_US" target="_blank">Find Your Way Around</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_designer_ui.htm&type=5&language=en_US" target="_blank">Find Your Way Around Experience Builder</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_frameworks.htm&type=5&language=en_US" target="_blank">Learn About Experience Cloud Frameworks and Templates</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_considerations.htm&type=5&language=en_US" target="_blank">Experience Cloud Considerations</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Salesforce Help: Experience Cloud setup and customization help</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_builder_general_settings.htm&type=5&language=en_US" target="_blank">Experience Builder Settings</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_designer_overview.htm&type=5&language=en_US" target="_blank">Customize Sites with Experience Builder</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_builder_manage_pages_overview.htm&type=5&language=en_US" target="_blank">Manage Your Site’s Pages and Their Properties in Experience Builder</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_builder_page_prop.htm&type=5&language=en_US" target="_blank">Page Properties and Types in Experience Builder</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_builder_edit_pages.htm&type=5&language=en_US" target="_blank">Edit Pages and Components in Experience Builder</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.community_builder_theme_understanding.htm&type=5&language=en_US" target="_blank">Add Style to Your Experience Builder Site with Themes</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Salesforce Help: Experience Cloud licensing and user setup</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <ul> <li> <a href="https://help.salesforce.com/s/articleView?id=platform.users_licenses_overview.htm&type=5&language=en_US" target="_blank">Salesforce Licenses Overview</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=platform.users_license_types_communities.htm&type=5&language=en_US" target="_blank">Experience Cloud User Licenses</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=platform.networks_licenses_limitations.htm&type=5&language=en_US" target="_blank">Experience Cloud License Limitations</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=platform.users_license_types_communities.htm&type=5&language=en_US" target="_blank">Experience Cloud Licenses FAQs</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_plan_licenses.htm&type=5&language=en_US" target="_blank">Learn More About Experience Cloud Licenses</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=platform.exp_cloud_administer_members.htm&type=5&language=en_US" target="_blank">Manage Site Membership</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.siteforce_commtemp_intro.htm&type=5&language=en_US" target="_blank">Which Experience Cloud Template Should I Use?</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.rss_build_your_own_pages.htm&type=5&language=en_US" target="_blank">Build Your Own (Aura)</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?language=en_US&id=sf.rss_customer_account_portal_pages.htm&type=5" target="_blank">Customer Account Portal</a> </li> <li> <a href="https://help.salesforce.com/s/articleView?id=experience.rss_napili_views.htm&type=5&language=en_US" target="_blank">Customer Service</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Trailhead</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <ul> <li> <a href="https://trailhead.salesforce.com/users/jvolin/trailmixes/experience-cloud-for-newbies" target="_blank">Experience Cloud for Newbies</a> </li> <li> <a href="https://trailhead.salesforce.com/content/learn/trails/customize-your-community" target="_blank">Customize Your Experience Cloud Site</a> </li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Videos</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <a href="https://salesforce.vidyard.com/watch/bLE3QNRSej2iasw9vvc6Tk" target="_blank">Experience Cloud Site and Users Video Series</a> </td> </tr> <tr class=""> <td data-label="Type of Resource" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e65 ">Learning Map</td> <td data-label="Link to Resources" class="slds-cell-wrap" style="vertical-align:top;" headers="d71910e68 "> <a href="https://www.learnexperiencecloud.com/s/getting-started-self-service-experiences" target="_blank">Build Self-Service Experiences</a> </td> </tr> </tbody> </table> <!-- document id=72299ade979e772a628dde08e59cd559532b80ed93c82c50995fd8645e88e1c4 url=/admin/current/en-us/service/264-0-0/service_presence_service_channel_settings.md --> # Service Channel Settings Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50.495049504950494%"> <col style="width:49.504950495049506%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178541e57">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178541e60">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Service Channel Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>Names the service channel.</p> <p style="margin-bottom:0;">This service channel name, or a version of it, automatically becomes the <samp class="parmname">API Name</samp>.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Developer Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Sets the API name for the service channel.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Salesforce Object</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">The type of Salesforce standard or custom object that’s associated with this service channel. For example, if you have a service channel for Web cases set the <samp class="parmname">Related Object Type</samp> to <var>Case</var>. For a complete list of objects that service channels support, see <a href="https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5" title="Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?">Supported Objects for Omni-Channel</a>. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Custom Console Footer Component</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">(Optional) Opens the specified custom console footer component when a service rep accepts a work item request. For example, open a marketing campaign widget when a service rep accepts a lead.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Minimize the Omni-Channel widget when work is accepted</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Automatically minimize the Omni-Channel component when your service reps accept work. (Lightning Experience only)</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Automatically accept work requests</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>Automatically assign work from this service channel to the service rep so that they’re not required to manually accept the incoming work item. </p> <p>You can enable this feature at the service channel level (for the entire channel) and presence configuration level (for a group of service reps). Enabling this feature at the service-channel level provides you with finer control. For example, you can enable Auto Accept for phone calls, but not chats.</p> <p style="margin-bottom:0;">When this setting is enabled, where the work appears depends on what tabs the service rep has open. For example, if no tabs are open, the work appears automatically in an in-focus tab. If the service rep has tabs open, the work opens in the background. If the service rep has a tab open for the work already, then that tab comes to the forefront.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "><samp class="parmname">Is Interruptible</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Allow in-progress work items from this channel to be interrupted so that agents can handle non-interruptible work items. For example, set the Email service channel to interruptible to let agents, including those who are at full capacity with assigned emails, handle more urgent work items like phone calls. You can override this setting at the routing configuration level.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Override agents’ audio settings</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Select the sound that service reps hear when work from this service channel is routed to them in Omni-Channel. You can play a different sound for each service channel or group of service reps. For example, to differentiate the type of work, you can play a ringing sound for incoming calls and a ta-dah sound for incoming messages. Audio settings at the service-channel level override the settings for each service rep’s presence configuration.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Notification Sound</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>To play the default sound, select <strong class="uicontrol">Default</strong>. To play a custom sound, select <strong class="uicontrol">Custom Sound</strong>, and then select the audio file that’s uploaded to <a href="https://help.salesforce.com/s/articleView?id=platform.pages_static_resources_create.htm&language=en_US" target="_blank">Static Resources</a>. Valid file types are aac, flac, mp3, ogg, opus, and wav.</p> <p style="margin-bottom:0;">You can also set this option at the presence-configuration level. If you set it at both levels, the service channel setting overrides the presence configuration setting.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Sound Length (Seconds)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>Select how long to play the notification sound. The maximum length is 30 seconds. The sound loops until the maximum length is reached.</p> <p>You can also set this option at the presence-configuration level. If you set it at both levels, the service channel setting overrides the presence configuration setting.</p> <p style="margin-bottom:0;">If the customer ends the session before the service rep joins the conversation, the service rep still hears the notification sound for the specified length of time.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Secondary Routing Priority Field</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>Use field values to determine the routing priority of work items within and across queues when the queue routing configuration priority is the same. Select a priority field, then assign a priority for each field value. 0 is the highest priority.</p> <p style="margin-bottom:0;">This option appears when you enable secondary routing in the Omni-Channel settings under Setup. <span>When you enable secondary routing, existing work isn't reevaluated. Secondary routing applies to new work opened after this feature is enabled.</span></p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "><samp class="parmname">Routing Configuration</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">To enable service reps to <a href="https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&language=en_US" target="_blank">reassign work items</a>, excluding messaging sessions and voice calls, to a skill or specific rep when the work doesn’t have a routing configuration, define a default routing configuration for the service channel. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Capacity Model</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 "> <p>Choose either a tab-based capacity model or a status-based model. </p> <p>The tab-based capacity model releases a service rep’s capacity when a work tab is closed in the service console. Tab-based capacity models aren’t supported in apps with standard navigation.</p> <p>With the status-based capacity model, work remains assigned and applied to a service rep’s capacity until the work is completed or reassigned to a different service rep. Service Reps can also pause work to be completed later. See <a href="https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5">Status-Based Capacity Model Fields</a> for information on the fields that appear when you choose the status-based model.</p> <p style="margin-bottom:0;">The <samp class="parmname">Capacity Model</samp> field appears when you enable the status-based capacity model in the Omni-Channel settings under Setup. To set the status-based capacity model, see <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US" target="_blank">Enable and Configure Omni-Channel</a>. </p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Override After Conversation Work settings in presence configuration</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Overrides the After Conversation Work (ACW) settings in the presence configuration with the service channel settings. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Duration (seconds)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Indicates how many seconds service reps have, from 30 to 3,600, to complete their closing work after a conversation. If <samp class="parmname">Give agents wrap-up time after conversations</samp> is selected, this field is required.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Let agent extend timer (seconds)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Gives service reps the option to pause the After Work Conversation timer to prevent being put back into available status before completing after conversation work. </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Extension duration (seconds)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Indicates how many seconds service reps have, from 15 to 3,600, to extend their closing work after a conversation. If <samp class="parmname">Let agent extend timer (seconds)</samp> is selected, this field is required.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e57 "> <samp class="parmname">Max Extensions</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e60 ">Indicates how many times, from 1 to 10, service reps can pause the After Work Conversation timer. If <samp class="parmname">Let agent extend timer (seconds)</samp> is selected, this field is required.</td> </tr> </tbody> </table> ## Status-Based Capacity Model Fields These fields appear if you enable the status-based capacity model. To enable status-based capacity, see [Enable Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&language=en_US). For all channels, except Messaging, map each work status value to an Omni-Channel status: In-Progress, Paused, and Completed. You don’t have to map the statuses for Messaging sessions because these statuses are predefined internally. To see how they’re mapped, view the service channel settings for the Messaging channel. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Paused state is only available when Enhanced Omni-Channel is enabled. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178541e394">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d178541e397">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Status Field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 ">A picklist field on the object, such as a case, that you want to use status-based capacity with. Only fields with a static set of values, like a picklist, can be used with status-based capacity. Specify which values you use to indicate in-progress, paused, and complete status. See <a href="https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&language=en_US" target="_blank">Add or Update Picklist Values</a>. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Values for In-Progress</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 ">This work must, and can, be completed right now.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Values for Paused</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 "> <p>This work must, but can’t, be completed right now. For example, the service rep is waiting for a customer or partner team to act.</p> <p style="margin-bottom:0;">Paused is intended for when you want the current owner to complete the work item later. If you don’t care who later completes it, then you can mark it as completed.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Values for Completed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 ">No more work is anticipated by the current record owner for this item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Check agent capacity on reopened work items</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 ">When a work item is reopened, and the assigned service rep isn’t available, reroute using the most recent routing type. If deselected, assigns the work to the service rep even if unavailable. If a work item is in a paused state, it always goes back to the service rep.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e394 ">Check agent capacity on reassigned work items</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d178541e397 ">When an open work item is reassigned to a service rep, and the service rep is unavailable, reroute using the most recent routing type. If deselected, assigns the work to the service rep even if unavailable. If a work item is in a paused state, it always goes back to the service rep.</td> </tr> </tbody> </table> In-Progress, Paused, and Completed are Omni-Channel states. They’re independent of the statuses that an admin creates for an object. As an example, an admin creates statuses on a case called On Hold, Escalated, and New. The admin can assign On Hold as a Paused value, Escalated as In-Progress, and New as Completed. For more information on creating picklist values for an object, see [Add or Update Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&language=en_US). Work item size indicates the amount of a service rep’s overall capacity that’s consumed when the service rep is assigned the work item. To set the sizes for in-progress and paused work items, see [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5 "Customize your routing configuration settings to define how work items are pushed to service reps."). #### See Also - [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.") - [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.") - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?") - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5 "Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.") - [Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5 "Customize your routing configuration settings to define how work items are pushed to service reps.") - [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US) <!-- document id=23b60cbb0b58008e40f367511924ac7aaacb2cb8232768faada41587f4f2cc4b url=/admin/current/en-us/service/264-0-0/console_lex_service_versions.md --> # Service Console Versions The service console is the primary application used by customer service agents and supervisors. Salesforce offers multiple console versions, including the Foundations Service Console and Lightning Service Console. Each version comes with different default components for the console and Case page layouts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Lightning Service Console is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Service Cloud</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Service Setup Assistant is available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions in orgs created before Spring '26</td></tr></tbody></table> **Foundations Service Console** ![A case in Foundations Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsole_casePage_easy.png) **Service Setup Assistant Console\*** ![A case in Service Setup Assistant Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsole_casePage_ssa.png) **Lightning Service Console** ![A case in Lightning Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/serviceConsole_casePage_lightningService.png) \* The Service Setup Assistant is available only in orgs created before Spring '26. #### See Also - [Choosing the Right Service Console Version](https://help.salesforce.com/s/articleView?id=sales.voice_impl_overview.htm&type=5&language=en_US) - [Console Version Support](https://help.salesforce.com/s/articleView?id=service.console_lex_service_version_supports.htm&type=5&language=en_US) <!-- document id=2417bac8d490c4f4005185dffbc8ab8fe059924d2744f4ad06b9490b3ebcf5e8 url=/admin/current/en-us/service/264-0-0/service_contracts_fields.md --> # Service Contract Fields Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d185115e57">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d185115e60">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Account Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The account that purchased or owns the service contract.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Activation Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The day the service contract first went into effect.*</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Approval Status</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">An approval process status field. If your business has an approval process for service contracts, this field indicates the current stage of the approval process.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Billing City</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">City portion of billing address. Up to 40 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Billing Country</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Country portion of billing address. Entry is selected from a picklist of standard values or entered as text. If the field is a text field, up to 80 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Billing State</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">State or province portion of billing address. Entry is selected from a picklist of standard values or entered as text. If the field is a text field, up to 80 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Billing Zip</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Zip or postal code portion of billing address. Up to 20 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Contact Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The contact associated with the service contract. Select from the drop-down list.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Contract Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p>Name of the service contract.</p> <p style="margin-bottom:0;">Depending on your business needs, you may want to include the name of the customer, the contract end date, the type of product covered by the contract, or other information.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Contract Number</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <span id="service_contracts_fields__ContractNumberDesc"><a name="service_contracts_fields__ContractNumberDesc"><!-- --></a>Auto-generated number identifying the service contract. (Read only)</span> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Created By</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">User who created the service contract. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Created Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The date the service contract was created.*</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Currency</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p>The currency for all amount fields in the service contract. Available only for organizations that use multiple currencies.</p> <p style="margin-bottom:0;">You can’t change the currency on a service contract that has contract line items. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Description</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p>Description of the service contract. Up to 32 KB of data are allowed in this field.</p> <p style="margin-bottom:0;">Try to include information that helps support reps understand the coverage provided by the service contract. For example, “This contract entitles the customer to a first response within 2 hours and a case resolution within 24 hours.”</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Discount</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Weighted average of all contract line item discounts on the service contract. Can be any positive number up to 100. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">End Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p> <span id="service_contracts_fields__EndDateDesc"><a name="service_contracts_fields__EndDateDesc"><!-- --></a>The last day the service contract is in effect.*</span> </p> <p style="margin-bottom:0;">This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the <samp class="parmname">End Date</samp> to 365 days after the <samp class="parmname">Start Date</samp>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Grand Total</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Total price of the service contract plus shipping and taxes. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Last Modified By</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">User who most recently changed the service contract. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Line Items</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Number of contract line items (products) on the service contract.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Parent Service Contract</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The service contract’s parent service contract, if it has one. View, create, and delete a service contract’s child service contracts in the Child Service Contracts related list.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Price Book</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The price book associated with the service contract. Only products from the specified price book can be added to the service contract as contract line items.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Root Service Contract</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The top-level service contract in a service contract hierarchy. Depending on where a service contract lies in the hierarchy, its root may be the same as its parent. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Service Contract Owner</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">The assigned owner of the service contact.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping and Handling</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Total shipping and handling costs for the service contract. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping City</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">City portion of primary mailing or shipping address. Up to 40 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping Country</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Country portion of primary mailing or shipping address. Entry is selected from a picklist of standard values or entered as text. If the field is a text field, up to 80 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping State</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">State or province portion of primary mailing or shipping address. Entry is selected from a picklist of standard values or entered as text. If the field is a text field, up to 80 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping Street</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Primary mailing or shipping street address of account. Up to 255 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Shipping Zip</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Zip or postal code portion of primary mailing or shipping address. Up to 20 characters are allowed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Special Terms</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Any terms that you have agreed to and want to track in the service contract.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Start Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p> <span id="service_contracts_fields__StartDateDesc"><a name="service_contracts_fields__StartDateDesc"><!-- --></a>The first day the service contract is in effect.*</span> </p> <p style="margin-bottom:0;">This field is blank unless you set up an Apex trigger or quick action to populate it. For example, you can create a quick action that sets the <samp class="parmname">Start Date</samp> to the date when the <samp class="parmname">Status</samp> changes to Active. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Status</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p> <span id="service_contracts_fields__StausDesc"><a name="service_contracts_fields__StausDesc"><!-- --></a>The status of the service contract.</span> </p> <p>Status is determined by your organization’s current system date and the service contract’s <samp class="parmname">Start Date</samp> and <samp class="parmname">End Date</samp>. The status is: </p> <ul> <li>Active if the system date is equal to or later than the <samp class="parmname">Start Date</samp> and equal to or earlier than the <samp class="parmname">End Date</samp>.</li> <li>Expired if the system date is later than the <samp class="parmname">End Date</samp>. </li> <li>Inactive if the system date is earlier than the <samp class="parmname">Start Date</samp>.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Status Icon</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p>Represents the service contract’s status with one of the following icons:</p><a name="service_contracts_fields__StatusIcons"><!-- --></a> <ul id="service_contracts_fields__StatusIcons"> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/active_entitlement_status.png" alt="Active status icon"></span> Active</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/expired_entitlement_status.png" alt="Expired status icon"></span> Expired</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/inactive_entitlement_status.png" alt="Inactive status icon"></span> Inactive</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Subtotal</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Total of the service contract line items (products) before discounts, taxes, and shipping are applied. (Read only) </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Tax</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Total taxes for the service contract. This is a currency field, so enter the amount, not percentage. For example, enter <kbd>$10.50</kbd>. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Term (months)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 "> <p>Number of months that the service contract is in effect.</p> <p style="margin-bottom:0;">This field is independent of the <samp class="parmname">Start Date</samp> and <samp class="parmname">End Date</samp> values. Depending on how your business uses service contracts, you may choose to hide the <samp class="parmname">Term</samp> field or set up data validation that populates the <samp class="parmname">End Date</samp> when a <samp class="parmname">Term</samp> is specified, for example. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e57 "> <samp class="parmname">Total Price</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d185115e60 ">Total of the contract line items (products) after discounts and before taxes and shipping. (Read only)</td> </tr> </tbody> </table> \*Service contracts have four date fields. Created Date is the date the service contract was created in Salesforce, so it’s the earliest of the dates. Activation Date is the date that it was first activated for an account or customer. Finally, Start Date represents the date the service contract was put into effect or last renewed, while End Date is the last date the service contract is in effect. Start Date and End Date are blank by default, but you can create Apex triggers that populate these fields based on other service contract fields like Status. #### See Also - [Guidelines for Working with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_creating.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts.") - [Contract Line Item Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_fields.htm&release=264.0.0&type=5 "Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=c58ea0edeba20020b05d89a80fc433dab03efd6244d6a403390b975a8bcf6589 url=/admin/current/en-us/service/264-0-0/entitlements_service_contracts_parent.md --> # Service Contracts Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5)** Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs). - **[Add Contract Line Items to Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts_line_items.htm&release=264.0.0&type=5)** Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products. - **[Work with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_overview.htm&release=264.0.0&type=5)** Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts. - **[Work with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_items_overview.htm&release=264.0.0&type=5)** Contract line items are those products covered by a service contract, not by a general contract. You can only use contract line items if you use products in Salesforce. <!-- document id=2b3d68c08a1f25aa308db6fb87ef2b28e4626eee86f425551cd5aaf38ca89015 url=/admin/current/en-us/service/264-0-0/fs_crew_fields.md --> # Service Crew Fields Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Service Crew Service crews are groups of users who can be assigned to a service appointment as a unit. Create service crews from the [crew management tool](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") or the Service Crews tab. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138800e85">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138800e88">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e85 ">Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e88 "> <p>The ideal number of members on the crew. This field doesn’t update when you add or remove members. The maximum crew size is 100.</p> <p style="margin-bottom:0;">You can add crew size requirements to work types, work orders, and work order line items that are enforced during scheduling. To learn more, see <a href="https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_considerations.htm&release=264.0.0&type=5" title="Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling.">Considerations for Scheduling Service Crews</a>.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e85 ">Gantt Color</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e88 "> <p>Hex code of the crew’s background color on the Gantt. Crews without a set Gantt color appear in purple. For example, set the Gantt color to green (#008000) for all service crews that use a company vehicle.</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png" alt="Package icon"></span> <em>This is a Field Service managed package feature.</em> </p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e85 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e88 ">The name of the service crew. For example, Repair Crew.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e85 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e88 ">By default, the person who created the service crew.</td> </tr> </tbody> </table> ## Service Crew Member Service crew members are service resources who belong to a service crew. Add members to a service crew from the [crew management tool](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") or the Service Crew Members related list on the crew record. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138800e181">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138800e184">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">The last day that the service resource belongs to the crew. You can use this field to track employment dates for contractors.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Gantt Label</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 "> <p>Custom label that appears beneath the member’s name on the Gantt. For example, enter the person’s job title.</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png" alt="Package icon"></span> <em>This is a Field Service managed package feature.</em> </p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Leader</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">Indicates that the member is the crew leader. Leaders can edit assigned appointments and their parent records, while members can only view them. Crew geolocation is based on the leader’s location. Leaders appear in the crew management tool with a star next to their name.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">The name of the crew member. Depending on your preference, you can enter the service resource’s name or their role in the crew.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Service Crew</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">The crew that the service resource belongs to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">The service resource that belongs to the crew.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e181 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d138800e184 ">Required. The day the service resource joins the crew. </td> </tr> </tbody> </table> #### See Also - [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.") - [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") - [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") <!-- document id=9b84a0d2bbebe8b773e67d78e47055e1611262a9f221e3bac74cfd8596062cfd url=/admin/current/en-us/service/264-0-0/service_insights_dashboards_cases.md --> # Service Insights Cases Dashboard Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by time period, case origin, queue, priority, agent, and contact response. | KPI | CALCULATION | | --- | --- | | Total cases | Total number of cases created. | | Total cases closed | Total number of cases closed. | | Total escalated cases | The total number of cases escalated. | | Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that are immediately closed upon opening. | | Avg time to first close (Hrs) | The amount of time between when the case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. | | % First time resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. | | Cases by priority | Cases grouped by priority. | | Case volume by origin | The number of cases received for a specific channel or during a specific time period. | | Case volume trendline | See case trends over time. Filter by day, week, or month. | | Case details | Deep dive into the details for each case. | | Cases by status | Cases grouped by status, such as new or closed. | | Cases by channel | Cases grouped by channel, such as email or voice calls. | | Cost | Cost per case based on an input value provided during setup for an estimated hourly cost for your service reps. | <!-- document id=e12ed0acdb7b204b90f7465b38bea785420ac9a5410fac40f68748a2512b51fd url=/admin/current/en-us/service/264-0-0/service_insights_considerations.md --> # Service Insights Considerations and Requirements Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Insights is for Agentforce Service (formerly Service Cloud) users only. ## Service Insights Dashboards Requirements To view data in the Service Insights dashboards, you need to have the features associated with the dashboards configured and populated with data. If you need to enable Agentforce agents, see [Set Up A Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US). If you configure survey data after installing the Service Insights app and you want to see that data in dashboards, follow the instructions below: - For components that display CSAT: If you later want to include survey data, generate surveys and get survey responses; install a fresh instance of Service Insights. - For Knowledge dashboards: If you have the Service data kit installed, upgrade or reinstall it to access the Knowledge bundle in version 3.0 or later of the data kit. After you upgrade the data kit, Data 360 starts to capture Knowledge Article Engagement data from that time forward so that you can view engagement insights in your Knowledge dashboard. ## Service Data Kit The Service data kit may have updates each release, so always check to make sure your org has the latest version installed. The Service data kit installs the Service and Knowledge data bundle. The Service bundle includes data streams that create DMOs and mappings for data on cases, support reps, surveys, and more. The Knowledge bundle installs seven data streams related to Knowledge and data categories. View the data streams, data lake objects, data model objects, and batch transforms in Data Cloud. Open Data 360 and use the Data Streams and Data Model Objects tabs to view the data mappings, relationships, and data field specifics. <!-- document id=6fcef9af9c5b8326426845302be1b6a82c5e0a667b0fb1168451d9f93bfdeb5b url=/admin/current/en-us/service/264-0-0/service_insights_dashboards_cases_csat.md --> # Service Insights Customer Satisfaction Dashboard Understand your service team’s customer satisfaction scores (CSAT) by channel, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by CSAT by time period, case origin, priority, service rep, or contact reason. | KPI | CALCULATION | | --- | --- | | Avg CSAT from surveys | The average customer satisfaction scores for the selected time period. | | CSAT Trendline | CSAT trends over time. Sort by day, week, or month. | | CSAT by Case Origin | CSAT sorted by email, web, or phone origin. | | CSAT by Priority | CSAT sorted by high, medium, and low priority. | | CSAT by channel | The average customer satisfaction scores related to a specific channel, such as email or voice call. | <!-- document id=f93e5bb1f8c090e6850beac8811648d1a68b6009a42560506eb5081d1942ff17 url=/admin/current/en-us/service/264-0-0/service_insights_dashboards.md --> # Service Insights Dashboards Service Insights dashboards are data-driven solutions that display key contact center performance metrics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Service Insights dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs. - **[Service Insights Cases Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_cases.htm&release=264.0.0&type=5)** Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, and more. - **[Service Insights Customer Satisfaction Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_cases_csat.htm&release=264.0.0&type=5)** Understand your service team’s customer satisfaction scores (CSAT) by channel, and more. - **[Omni-Channel Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_omnichannel.htm&release=264.0.0&type=5)** Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, routing effectiveness, and more. - **[Service Rep Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_service_rep.htm&release=264.0.0&type=5)** Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. - **[Knowledge Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_dashboards_Knowledge.htm&release=264.0.0&type=5)** Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles. - **[My Service Performance Dashboard](https://help.salesforce.com/s/articleView?id=service.service_insights_my_performance_dashboard.htm&release=264.0.0&type=5)** Reps can use this dashboard to get a comprehensive view of their caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution by channel, and more. <!-- document id=a35f27ba7a170308c96b5a9e2f307a8d786b455f3fd576d5c14f6605f23c108c url=/admin/current/en-us/service/264-0-0/service_insights_setup.md --> # Service Insights Setup Use the Service Insights page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152846e61">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">Data Cloud Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">To manage Agentforce Service (formerly Service Cloud):</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">Service Cloud User permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">To install Service Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">Tableau Included App Manager permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">To use Service Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152846e61 ">Tableau Next Included App Business User permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Data 360 must be enabled and set up in order to start these steps. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US). From Setup, in the Quick Find box, enter Service Insights, and then select **Service Insights**. This setup page leads you through everything you must do to successfully install Service Insights. As you progress through the setup steps, refresh the page to update the steps that are complete. 1. **[Create a Data 360 Salesforce CRM Connection for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_data_cloud_connect.htm&release=264.0.0&type=5)** Before installing the Service data kit and Service Insights, connect Data 360 to Agentforce Service (formerly Service Cloud). 2. **[Ensure Your Service Features Are Enabled for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_enable_service_features.htm&release=264.0.0&type=5)** For Service Insights to work as expected, enable specific features of Agentforce Service (formerly Service Cloud). 3. **[Update the Data Cloud Salesforce Connector Permission Set](https://help.salesforce.com/s/articleView?id=service.service_insights_update_data_cloud_connector_permission_set.htm&release=264.0.0&type=5)** Update the Data Cloud Salesforce Permission Set to enable Service object settings and system permissions. 4. **[Install the Service Data Kit for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_install_data_kit.htm&release=264.0.0&type=5)** The Service data kit includes the Service data bundle based on your Service setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service Insights. 5. **[Install the C360 Semantic Model for Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_install_c360sdm.htm&release=264.0.0&type=5)** The C360 semantic data model (SDM) is a unified semantic model that serves as a central foundation to define and manage metrics derived from standard Salesforce objects. It defines the relationships between Service Insights objects. 6. **[Update Admin Permissions](https://help.salesforce.com/s/articleView?id=service.service_insights_update_perms.htm&release=264.0.0&type=5)** Next, ensure that the correct permissions are assigned for the admin user. 7. **[Install Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_enable.htm&release=264.0.0&type=5)** After Service data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install Service Insights. 8. **[Configure Service Insights User Permissions](https://help.salesforce.com/s/articleView?id=service.service_insights_user_perms.htm&release=264.0.0&type=5)** Next, ensure that the correct Data 360 permissions are enabled for dashboard viewers. <!-- document id=4b1e51ca389066f8686837500ee526d97f6d2f267c87f8d21e84d2df6b079002 url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_agent_performance.md --> # Service Intelligence Agent Performance Dashboard See a high-level view of your service team’s performance. Review stats, such as average support rep CSAT, average time to close, average speed to answer, average handle time, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the Agent Performance tab, you can see details about support reps (1). Select from the filters to refine your view (2), and review the high-level statistics (3). In the charts, you can see average support rep time to close and support rep handle time (4). Lastly, understand support rep case volume and support rep CSAT (5). ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_cases_agents.png) | Support rep KPI | CALCULATION | | --- | --- | | Total cases | The total number of cases created. | | Total cases closed | The total number of cases closed. | | Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. | | Accepted work items | Offered work items that a support rep accepted. Percentage of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. | | Declined work | The percent of work that was assigned to support reps, but not accepted. | | Omni utilization | The percent of support rep online time where they’re engaged in support rep work. | | Max omni utilization | The percent of support rep online time where they meet one hundred percent capacity of Agent Work volume. | | Avg time to close (Hours) | The amount of time between when the case was created and when it was closed for the last time. This total includes cases that are reopened, and excludes cases that are immediately closed upon opening. | | Avg handle time | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). Handle time is calculated as the duration between the support rep accepting the Omni-Channel work item and closing it in the console. | | Support rep work volume | Total volume of work objects, such as cases or leads sorted by support rep. | | Avg Speed to answer work item by support rep (Sec) | The speed at which support reps answered inquiries (in seconds), averaged. | | % Work item SLA met by support rep | The percentage of routed Agent Work items that met the specified SLA target, such as thirty seconds. | | % First contact resolution | The percent of cases that were closed within one response, such as one email, voice call, or messaging session. | | Support rep time to close (Hrs) | Support reps grouped by time to close. You can filter by longest or shortest time to close. | | Case escalations | The total number of cases escalated by support reps. | | Avg support rep CSAT | The aggregated CSAT score, grouped by support reps. You can sort by highest and lowest. | <!-- document id=258f5932e549fe43627def97453c3c6e3f1dd29b301bcbe97277261673013f3d url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_cases.md --> # Service Intelligence Cases Dashboard Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the Channel Performance tab, you can see the high-level details by clicking **Cases** (1). Use filters to identify cases with poor handle time or first contact resolution so you can identify opportunities to improve customer support operations (2), and review the high-level statistics (3). In the charts, you can see costly contact reasons and cases by priority and status, along with average time to close (4). Understand case volume, escalated cases, and CSAT by surveys and cost (5). Lastly, drill into details for work you’re interested in (6). ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_cases_overview.png) | OVERVIEW KPI | CALCULATION | | --- | --- | | Total cases | Total number of cases created. | | Total cases closed | Total number of cases closed. | | Total escalated cases | The total number of cases escalated. | | Avg time to first close (Hrs) | The amount of time between when the was case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. | | Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that are immediately closed upon opening. | | % First contact resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. | | Avg CSAT from surveys | The average customer satisfaction scores related to cases. | | CSAT by channel | The average customer satisfaction scores related to a specific channel, such as email or voice call. | | Cases by priority | Cases grouped by priority. | | Cases by status | Cases grouped by status, such as new or closed. | | Cases by channel | Cases grouped by channel, such as email or voice calls. | | Case volume | The number of cases received for a specific channel or during a specific time period. | | Cost | Cost per case based on an input value provided during setup for an estimated hourly cost for your service reps. | <!-- document id=dd1fa0f46d2ef45894f129aa3ae06c53849aeabafcdda4b756db64d6097d4de9 url=/admin/current/en-us/service/264-0-0/service_intelligence_considerations.md --> # Service Intelligence Considerations and Requirements Use the information in this section to ensure your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, CRMA, and your industry data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Intelligence is for Service users only. To use Service Intelligence your org must have the Service Intelligence add-on license. For Winter '24, Data 360, Agentforce Service (formerly Service Cloud), and CRM Analytics must be enabled in the same org. ## Service for Data 360 Requirements - To use Einstein Conversation Mining, enable the feature, and run a report. The report must run 24 hours before Service Intelligence is installed to ensure data is present. For more information, see [Einstein Conversation Mining](https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&type=5&language=en_US). ## CRM Analytics Requirements - CRM Analytics Data 360 integration must be enabled. - The CRM Analytics apps and template functionality included as a part of CRM Analytics is available in English only. ## Service Intelligence Dashboards Requirements To view data in the Service Intelligence dashboards, you need to have the features associated with the dashboards configured and populated with data. If you configure Einstein Conversation Mining, Knowledge, or survey data after installing the Service Intelligence app, and you want to see that data in dashboards, follow the instructions below: - For components that display CSAT: If you later want to include survey data, generate surveys and get survey responses; install a fresh instance of Service Intelligence. - For Einstein Conversation Mining (ECM): If you want to later view ECM data in dashboards, you need to complete at least one Einstein Conversation Mining report, and you’ll need to install a fresh instance of Service Intelligence. If you have the Service data kit installed, upgrade or reinstall it to access the ECM bundle in version 3.0 or later of the data kit. After you upgrade the data kit, Data 360 starts to capture EMC data from that time forward so that you can view data in your ECM dashboards. - For Knowledge dashboards: If you have the Service data kit installed, upgrade or reinstall it to access the Knowledge bundle in version 3.0 or later of the data kit. After you upgrade the data kit, Data 360 starts to capture Knowledge Article Engagement data from that time forward so that you can view engagement insights in your Knowledge dashboard. - Dashboard KPIs that mention queues can include generic queues or Omni-Channel queues. For more information, see [Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&type=5&language=en_US) ## Resources It’s important to understand the resources created and used in your Service Intelligence installation because you may later need to update, delete, or troubleshoot them. You can also see how values in your dashboards were calculated when you inspect the associated assets. The app assets are listed under Resources on the Setup page for your app after successful installation. These include Data 360 data transforms and data model objects (DMO) and CRM Analytics dashboards and components. When you select an asset, it opens in its respective tool for detailed inspection. ![The Resources tab on the Service Intelligence app management tab.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_app_mngmt_resources.png) ## Service Data Kit The Service data kit may have updates each release, so always check to make sure your org has the latest version installed. The Service data kit installs three data bundles, Service, ConversationMining, and Knowledge. The Service bundle includes more than twenty data streams that create DMOs and mappings for data on cases, support reps, surveys, and more. The ConversationMining bundle installs four data streams with conversation data and mappings. The Knowledge bundle installs four data streams with knowledge article view data and mappings. View the data streams, data lake objects, data model objects, and batch transforms in Data Cloud. Open Data Cloud and use the Data Streams and Data Model Objects tabs to view the data mappings, relationships, and data field specifics. #### See Also - [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US) - [Set Up Service Basics](https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm&type=5&language=en_US) <!-- document id=4e906874e0c9fbd3e38cb6c2738d73b8dfb7d3c655331a0ed9d56d46249c40d1 url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards.md --> # Service Intelligence Dashboards Service Intelligence dashboards are data-driven solutions that display key contact center performance metrics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Determine whether you're meeting your customer service goals with easy-to-understand data visualizations in the Service Intelligence dashboards. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs. - **[Service Intelligence Cases Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_cases.htm&release=264.0.0&type=5)** Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. - **[Service Intelligence Einstein Case Management Dashboard (Beta)](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_cases_einstein.htm&release=264.0.0&type=5)** As a support rep, you can use this dashboard to get near real-time insights that help you quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. If the Flag to Supervisor flow is set up by your admin, you can instantly alert supervisors about case developments. - **[Service Intelligence Omni-Channel Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_omni.htm&release=264.0.0&type=5)** Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more. - **[Service Intelligence Einstein Conversation Mining Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_mining.htm&release=264.0.0&type=5)** Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an support rep, average cost per interaction, and more. - **[Service Intelligence Agent Performance Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_agent_performance.htm&release=264.0.0&type=5)** See a high-level view of your service team’s performance. Review stats, such as average support rep CSAT, average time to close, average speed to answer, average handle time, and more. - **[Service Intelligence My Performance Dashboard for Support Reps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_agents.htm&release=264.0.0&type=5)** As a support rep, you can use this dashboard to get a comprehensive view of your caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. - **[Service Intelligence Knowledge Articles Dashboard](https://help.salesforce.com/s/articleView?id=service.service_intelligence_dashboards_knowledge.htm&release=264.0.0&type=5)** Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles. <!-- document id=bc345c1d2a2cb60b1a52dc18f5fcf3dc1c3e4e625389192332387f8315f32e54 url=/admin/current/en-us/service/264-0-0/service_intelligence_data_refresh.md --> # Service Intelligence Data Refresh The Service Intelligence dashboards rely on up-to-date data. When you install Service Intelligence, set a schedule to refresh the data hourly or daily. The refresh includes running the data transforms and updating the datasets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Data 360 data streams refresh hourly, updating the Service data model objects (DMO). The data transforms must be scheduled to process the new and updated DMO data and bring the data into CRM Analytics. The simplest way to do this is to schedule the app refresh during the installation of Service Intelligence. You can change the schedule or refresh the data as needed on the app management tab. For more information, see [Change Your Intelligent App Settings](https://help.salesforce.com/s/articleView?id=analytics.update_intell_apps.htm&type=5&language=en_US). <!-- document id=0b4b138bac839e07d877f6c05a24dbd65e3cd65ae3e65368b0fcc92edf9c5b6c url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_cases_einstein.md --> # Service Intelligence Einstein Case Management Dashboard (Beta) As a support rep, you can use this dashboard to get near real-time insights that help you quickly identify and prioritize cases based on urgency, status, customer effort score, and service level agreement (SLA) targets. If the Flag to Supervisor flow is set up by your admin, you can instantly alert supervisors about case developments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Einstein Case Management is a pilot or beta service that’s subject to the [Beta Services Terms at Agreements](https://www.salesforce.com/company/legal/) - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/?_ga=2.247987783.1372150065.1709219475-629000709.1639001992). Use of this pilot or beta service is at the Customer's sole discretion. From Service Intelligence dashboards, you can see near-real time case metrics by clicking the **Open Analytics Studio** icon, and in Analytics Home, search for Einstein Case Management. Use filters to sort by cases assigned to me, escalated cases, service level agreement (SLA) risks, SLA breached, customer effort score, time to SLA, and so on. ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_einstein_case_mgt.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33419e88">Einstein Case Management KPI</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33419e91">CALCULATION</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">SLA Risks</td> <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Total number of cases at risk of missing SLA targets, grouped by status.</td> </tr> <tr class=""> <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">SLA Breached</td> <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Total number of cases that have missed SLA targets, grouped by status.</td> </tr> <tr class=""> <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">Customer Effort Score</td> <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 "> <p>Measures customer effort per case, influencing satisfaction. </p> <p style="margin-bottom:0;">The Customer Effort Score ranges from 1 to 100, with 100 indicating the highest effort. The total of these factors calculates it, with each given an equal weight of 20: speed of initial response, number of support rep interactions, email response time, whether the issue was escalated, and the number of knowledge articles viewed by the customer.</p> </td> </tr> <tr class=""> <td data-label="Einstein Case Management KPI" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e88 ">Time to SLA</td> <td data-label="CALCULATION" class="slds-cell-wrap" style="vertical-align:top;" headers="d33419e91 ">Hours until a case meets or exceeds its SLA target.</td> </tr> </tbody> </table> <!-- document id=82b75b5ac1486e6bf0690f7f1ae4fb34db67f1c46652026695edd4e40374f4e6 url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_mining.md --> # Service Intelligence Einstein Conversation Mining Dashboard Review key reasons why your customers reach out for help with Einstein AI. See top topics or contact reasons by volume, duration of conversations, times conversations pass from a bot to an support rep, average cost per interaction, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In Einstein Conversation Mining, you can see the details for the report (1). Open Einstein Conversation Mining from the dashboard (2), and view the high-level details about Einstein Conversation Mining (3). See top topics and contact reasons by volume (4). See topics by average duration, turns, and volume (5). ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_conversation_mining.png) | CONVERSATION MINING KPI | CALCULATION | | --- | --- | | Report | Report name. | | Creation date | ECM Report/analysis that was generated on this date. | | Date range | The period over which the ECM analysis was done. | | Language | The language selected for the given analysis. | | Topics | Percent of topics found in given analysis. | | Contact reasons | Total number of conversations associated with the contact reason. | | Service contacts | Number of contacts for a given ECM analysis or topic. | | % of Service contacts | For the contact type, the percentage of total contacts. For example, out of one hundred contacts, there are thirty-four emails, so the email contact type is thirty-four percent. | | Avg duration (Mins) | Duration of conversations associated with this topic. | | Avg turns | Average number of turns (conversation responses) in a given conversation. | | Avg cost per interaction | The total cost is based on an input value provided during setup for an estimate of the hourly cost for your service reps (hourly rate times average handle time). | | Top topics by volume | Top contact topics, sorted by number of conversations that contain that topic. | | Top contact reasons by volume | Top reasons, sorted by number of conversations with that contact reason. | <!-- document id=05da901103823d47b4d44111bfa3743d410c36bde63c503b93d15bc07388b372 url=/admin/current/en-us/service/264-0-0/service_intelligence_insights.md --> # Service Intelligence Insight Components Service Intelligence components provide a key contact center performance metric that can easily be embedded where you need it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Determine whether you're meeting your customer service goals with an easy-to-understand metric in the Service Intelligence insights. The combination of customer data, key performance indicators (KPIs), and artificial intelligence (AI) help your service team improve operations and reduce costs. - **[Enable the Propensity to Escalate Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_setup.htm&release=264.0.0&type=5)** For the Propensity to Escalate model to work as expected, you must modify the associated batch data transformation to integrate the Einstein predictive model. - **[Use the Propensity to Escalate Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_predict_escalate.htm&release=264.0.0&type=5)** While working on cases, see AI-powered insights that estimate the likelihood customers will escalate their cases. Propensity to Escalate is a machine learning model built using Einstein Studio No Code Builder. - **[Use the Customer Effort Score Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_customer_effort.htm&release=264.0.0&type=5)** Add the Customer Effort Score insight component to your case page layouts so your support reps can see how much effort the customer is putting into the case, at a glance. Customer effort directly impacts customer satisfaction, so understanding this score helps level up your customer service. - **[Use the Time to Resolve Insight Component](https://help.salesforce.com/s/articleView?id=service.service_intelligence_insights_time_resolve.htm&release=264.0.0&type=5)** Give support reps AI-powered insights that estimate how much time it takes to resolve cases so they can better manage SLAs or reassign work to teammates. Time to Resolve is a machine learning model built using Einstein Studio No Code Builder. <!-- document id=4f6801fc35c1f7bdb5907d071edb318e588e3dc8d45237be370418fc2b616ccd url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_knowledge.md --> # Service Intelligence Knowledge Articles Dashboard Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the Knowledge Performance dashboard, you can see the impact of knowledge articles by clicking the **Knowledge Effectiveness** tab. This tab allows you to see how knowledge articles are used over time, and understand how knowledge articles impact case resolution times. Use filters to sort by article name, type, usage over time, publication date, and so on. Then, view the high-level statistics, such as the total article views, cases closed with a knowledge article, and case attachment rate. In the charts, you can see engagements and attachments trended over time, cases with attachments trended over time, and lastly time to handle cases. This last chart helps you understand the ROI of knowledge articles compared to cases solved without knowledge articles. Lastly, you can see knowledge article usage sorted by different user types. For details, you can drill down on a specific article. ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_knowledge_effect.png) | Knowledge Effectiveness KPI | CALCULATION | | --- | --- | | Total Knowledge views | The amount of knowledge content that has been viewed. | | Total AI groundings with Knowledge. | The amount of knowledge content used to ground generative AI output. | | Knowledge with engagements | The amount of knowledge content that has been engaged with. | | Knowledge without engagements | The amount of knowledge content that hasn't been engaged with. | | Cases closed with Knowledge | The number of cases with attached knowledge content that were resolved. | | Case attachment rate | The percentage of cases with knowledge content attached. | | Average handle time savings | The amount of time saved to close a case because of Knowledge. | | Engagements and attaches | Knowledge content used for AI grounding, viewed by a support rep or customer, or attached to a case. | | Cases with Knowledge interactions | Cases with attached knowledge content or knowledge engagements, where engagements are defined as AI grounding and views. | | Average handle times | Average handle times of cases depending on whether knowledge content was attached or viewed. | | Engagements by user type | Number of engagements with Knowledge over time segmented by the type of user who engaged with it. | | Engagements by data category | Number of engagements with Knowledge segmented by data category. | In the **Knowledge users** tab, you can understand better which users are most engaged with knowledge articles and how effectively they engage. You can filter by user, user type, country, and company to better understand your users’ usage. You can then dive into the details of your users, such as their number of total views, and their number of recent views. Dive even further into a user’s details by reviewing how their cases were handled. ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_knowledge_user.png) | Knowledge Users KPI | CALCULATION | | --- | --- | | Total engagements | The number of total engagements, where engagements are defined as AI grounding and views. | | Unique users | The number of unique users for all Knowledge engagements. | | Average engagements per user | The average number of Knowledge engagements per user. | <!-- document id=43be3d16e967ae6fc41f549092338531355f541ab13283bba19d46bf2f6bfbcd url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_agents.md --> # Service Intelligence My Performance Dashboard for Support Reps As a support rep, you can use this dashboard to get a comprehensive view of your caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use filters to identify the cases you’d like to review, such as high-priority, most recent, or case origin (1), and review the high-level statistics (2). In the charts, you can see your cases sorted by channel, priority, and status (3), along with incoming cases (4). Understand the average time to close, escalated cases average CSAT and CSAT by channels (5). Lastly, drill into details for work you’re interested in (6). ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_agents_my_perf.png) | My Performance KPI | CALCULATION | | --- | --- | | Total cases | Total number of cases created. | | Total cases closed | Total number of cases closed. | | Total escalated cases | The total number of cases escalated. | | Avg time to first close (Hrs) | The amount of time between when the was case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. | | Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that re immediately closed upon opening. | | % First contact resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. | | Avg CSAT from surveys | The average customer satisfaction scores related to cases. | | CSAT by Channel | The average customer satisfaction scores related to a specific channel, such as email or voice call. | <!-- document id=69cb8e5ea7bcb1ea8010d2c12d53c0a408fcb0853c5e526fa4baca0e1866db34 url=/admin/current/en-us/service/264-0-0/service_intelligence_dashboards_omni.md --> # Service Intelligence Omni-Channel Dashboard Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and queues. Check on work volumes, accepted or declined work, average handle times, average speed to answer, percentage of service levels met, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the Channel Performance tab, you can see the high-level details by clicking **Omni-Channel** (1). Select from the filters to refine your view (2), and review the high-level statistics (3). In the charts, you can see work volume by object type, status, and queue (4). You can see the overall work volume, average speed to answer, and service level over time (5). Lastly, drill into details for each case you’re interested in (6). ![Shows the various parts of the dashboard, including filters, tabs, charts and tables.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_omni_routing.png) | ROUTING KPI | CALCULATION | | --- | --- | | Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. | | Accepted work | Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. | | Declined work | The percent of work that was assigned to support reps, but not accepted. | | Avg speed to answer (Sec) | The percent of inquiries that are answered within a specified timeframe, for example twenty or thirty seconds. | | Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). | | Service level | Service level is calculated as the percentage of inquiries that are answered within a specified timeframe, such as twenty or thirty seconds. | | Total cost | The total cost is based on an input value provided during setup for an estimate of the hourly cost for your support reps. This hourly rate is multiplied by the handle time to make up the total cost. | | Work volume by object type | Total volume of work objects, such as cases or leads sorted by type. | | Work volume by status | Total volume of work objects, such as cases or leads sorted by status. | | Work volume by queue | Total volume of work objects, such as cases or leads sorted by queues. You can see the volume for your specified queues. | <!-- document id=f6ebeb0d2d2f9a8fee95a5d97c3ff3bbb6f35fdcff72bc4b5cced60cd4325cde url=/admin/current/en-us/service/264-0-0/service_intelligence_setup.md --> # Service Intelligence Setup Use the Service Intelligence page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service Intelligence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100577e61">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Data Cloud Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To manage Agentforce Service (formerly Service Cloud):</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Cloud User permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To install Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Intelligence App Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">To use Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100577e61 ">Service Intelligence User permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Data 360 must be enabled and setup in order to start these steps. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US). From Setup, in the Quick Find box, enter Service Intelligence, and then select **Service Intelligence**. This setup page leads you through everything you must do for the successful installation of Service Intelligence. ![Shows the Service Intelligence Setup page with the steps to complete.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/serv_intel_setup_page_246.png) As you progress through the setup steps, refresh the page to update the steps that are complete. 1. **[Create a Data 360 Salesforce CRM Connection](https://help.salesforce.com/s/articleView?id=service.service_intelligence_data_cloud_connect.htm&release=264.0.0&type=5)** Before installing the Service data kit and Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud). 2. **[Enable Service Features](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable_service_features.htm&release=264.0.0&type=5)** For Service Intelligence to work as expected, enable specific Service features. 3. **[Update the Data Cloud Salesforce Connector Permission Set](https://help.salesforce.com/s/articleView?id=service.service_intelligence_update_data_cloud_connector_permission_set.htm&release=264.0.0&type=5)** Update the Data Cloud Salesforce Permission Set to enable object settings and system permissions for Agentforce Service (formerly Service Cloud). 4. **[Install the Service Data Kit for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_data_kit.htm&release=264.0.0&type=5)** The Service data kit includes the Service data bundle and additional data bundles for Knowledge and Einstein Conversation Mining based on the configuration of your Agentforce Service (formerly Service Cloud). These bundles provide the necessary data streams, data model objects, and data mappings for Service Intelligence. 5. **[Enable CRM Analytics for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable_analytics.htm&release=264.0.0&type=5)** To use Service Intelligence, enable CRM Analytics and set up permissions. 6. **[Install the Knowledge Flow for Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_install_knowledge_flow.htm&release=264.0.0&type=5)** To use Service Intelligence with Knowledge, install the Flag for Review flow. 7. **[Install Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_enable.htm&release=264.0.0&type=5)** After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Service Intelligence. 8. **[Monitor, Update, and Delete Service Intelligence Apps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_manage_apps.htm&release=264.0.0&type=5)** Use the app management tab to monitor the status of install requests, view logs to troubleshoot install issues, track app usage statistics, and update and delete apps. 9. **[Delete Service Intelligence Apps](https://help.salesforce.com/s/articleView?id=service.service_intelligence_delete_apps.htm&release=264.0.0&type=5)** Use the App Management tab to delete installed Service Intelligence apps, then complete steps in Data 360 to stop Data 360 credit consumption. <!-- document id=71d1d382c7cd8a48e1725bb950091f2ee244180786f7c8a4dc02e61f145f7ce6 url=/admin/current/en-us/service/264-0-0/service_resources.md --> # Service PDF Guides In addition to online help, we offer several PDF guides to help you make the most of Agentforce Service. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. ## Case Management <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:80%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d100730e47">Title</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d100730e50">Audience</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 "> <strong>Core Cases</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/case_feed_dev_guide.pdf" target="_blank">Publisher and Quick Action Developer Guide</a> </td> <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Developers</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 "> <strong>SLA Management</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf" target="_blank">The Admin’s Guide to Entitlement Management</a> </td> <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Admins</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e47 d100730e50 "> <strong>Omni-Channel</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/service_presence_administrators.pdf" target="_blank">Omni-Channel for Administrators</a> </td> <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Admins</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/omnichannel_supervisor.pdf" target="_blank">Omni-Channel Supervisor</a> </td> <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">End users </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e47 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/service_presence_developer_guide.pdf" target="_blank">Omni-Channel Developer Guide</a> </td> <td data-label="Audience" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e50 ">Developers</td> </tr> </tbody> </table> ## Console | Title | Audience | | --- | --- | | [Salesforce Console Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/api_console.pdf) | Developers | ## Channels <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:80%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d100730e215">Title</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d100730e218">End Users</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 "> <strong>Voice & Call Centers</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_performance_metrics_guide.pdf" target="_blank">Salesforce Voice with Telephony Providers Performance Metrics Guide</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/api_cti.pdf" target="_blank">Open CTI Developer Guide</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 "> <strong>Chat</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_administrator.pdf" target="_blank">Chat for Administrators</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_supervisors.pdf" target="_blank">Chat for Support Supervisors</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">End users </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_agents.pdf" target="_blank">Chat for Support Agents</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">End users </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_dev_guide.pdf" target="_blank">Chat Developer Guide</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_rest.pdf" target="_blank">Chat REST API Developer Guide</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d100730e215 d100730e218 "> <strong>Embedded Service</strong> </td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/embedded_services.pdf" target="_blank">Embedded Chat</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.service_sdk_ios.meta/service_sdk_ios/servicesdk_ios_dev_guide.htm" target="_blank">Service Cloud Snap-Ins for iOS</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.service_sdk_android.meta/service_sdk_android/servicesdk_android_dev_guide.htm" target="_blank">Service Cloud Snap-Ins for Android</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Developers</td> </tr> <tr class=""> <td data-label="Title" class="slds-cell-wrap" style="vertical-align:top;" headers="d100730e215 "> <a href="https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/sos_administrators.pdf" target="_blank">Set Up SOS Video Chat and Screen-Sharing</a> </td> <td data-label="End Users" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d100730e218 ">Admins</td> </tr> </tbody> </table> ## Knowledge | Title | Audience | | --- | --- | | [Lightning Knowledge Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/lightning_knowledge_guide.pdf) | Admins | | [Salesforce Knowledge Developer Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_dev_guide.pdf) | Developers | ## More Features | Title | Audience | | --- | --- | | [Employee Management Solutions Implementation Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/esx_implementation_guide.pdf) | Admins | ## Don't See the Guide You Need? More PDFs of Service documentation are available for download on the Service [landing page](https://help.salesforce.com/s/products/service). If you’re looking for the HTML version of our developer documentation, search for your feature in [Salesforce Developer Documentation](https://developer.salesforce.com/docs/). Or head to [Trailhead](https://trailhead.salesforce.com/trails) for detailed feature walkthroughs and hands-on training. #### See Also - [Agentforce Service Documentation](https://help.salesforce.com/s/articleView?id=service.service_cloud.htm&release=264.0.0&type=5 "Give your customers the information and support they need with Agentforce Service (formerly Service Cloud)—the customer service application that you can customize to fit your needs.") - [Salesforce Console](https://help.salesforce.com/articleView?id=console2_about.htm&language=en_US) <!-- document id=54c6723f6c7dfd1143ef0f31c8dd56d341c6143fd40e8073e0f618a2b62142b8 url=/admin/current/en-us/service/264-0-0/sp_eligibility_reference.md --> # Service Plan Eligibility Criteria Learn how to control when Service Assistant creates a service plan. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_eligibility_reference__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_eligibility_reference__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Messaging.</td> </tr> </tbody> </table> ## What's Eligibility Criteria? A service plan is created only when a case or messaging session meets defined eligibility criteria, a set of requirements that determine whether a record is eligible for a service plan. Eligibility criteria give you control over which records get a service plan. Setting eligibility criteria is mandatory and is included as a setup step on the Service Assistant Setup page for both Case and Messaging. You set eligibility criteria within an autolaunched flow. To get you started, we provide flow templates on the Flows Setup page. - Case: Check Service Plan Eligibility. By default, the template contains a condition where the Priority record field is set to High. - Messaging: Check Service Plan Eligibility for Messaging Session. By default, the flow requires that the session isn't set to Ended and isn't inactive. You can use your own flow. If you use your own flow, it must be an autolaunched flow and have one string input and one boolean output. For example, in the Decision element of the flow template, you can set condition requirements to have service plans available only for cases that originate from email or are assigned to a particular queue. ![Example: Service Planner eligibility criteria decision element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_flow_decision_config.png) For messaging sessions, the chat must contain enough context for Service Assistant to identify the issue before it begins monitoring and plan processing. Both the conditions in your eligibility flow and this context requirement must be met before Service Assistant initiates a service plan. ## Video Walkthrough For a walkthrough of eligibility criteria and how it relates to service plan generation, watch this video. The video applies to both Service Assistant for Case and Messaging. To open the video in full screen, see [Service Plan Eligibility Criteria](https://salesforce.vidyard.com/watch/qUkhcfRdpzfz2R1i7UtHeh). ## Flow Execution and Permissions In Service Assistant, service plans are always created in the context of the ServicePlanner User's (agent user) permissions, which have a higher level of data access than service reps. This access ensures that plans always have the most detail possible. See [Service Plan Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5 "Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps."). For guidance plans or dynamic plans for Case, the flow always runs using the ServicePlanner User's Run Flows app permission after the record is opened. The automatic eligibility flow execution doesn't apply to Messaging. Service reps require direct access to the flow so that it executes when the Messaging Session record page opens. We don't recommend granting the Run Flows permission unless it aligns with your company's security standards. Instead, grant access through a custom permission set. To grant access through a Messaging Eligibility Flow Access custom permission set: - [Restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US). - Create a custom permission set that has the flow enabled. - Assign the permission set to both the admin and service reps. Alternatively, restrict the flow's default general access and then assign the flow to the Standard User profile if that aligns with your company's security standards. ## Considerations After a record meets your eligibility criteria, Service Assistant starts plan processing by summarizing the case, assigning a subagent, and creating initial plan steps. For customers who use guidance plans for Case and have the Einstein for Service license, your Einstein Requests and Data 360 credits are consumed in this process. There's no consumption for customers with the Agentforce for Service license for dynamic plans for Case or Messaging. See [Service Assistant Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing.htm&language=en_US&type=5). ## Eligibility Criteria Use Cases How you set eligibility criteria depends on the case types you're using Service Assistant for. Here are a few example use cases to help you define your own eligibility criteria. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29187e197">I want eligibility criteria for…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29187e200">So that…</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29187e203">Sample Configuration</th> </tr> </thead> <tbody> <tr class=""> <td data-label="I want eligibility criteria for…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e197 ">Email-only cases</td> <td data-label="So that…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e200 ">Service plans are available only for cases that originate from email.</td> <td data-label="Sample Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e203 "> <ul> <li>Flow Element: Decision</li> <li>Condition: Case Origin = "Email"</li> </ul> </td> </tr> <tr class=""> <td data-label="I want eligibility criteria for…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e197 ">High-priority cases</td> <td data-label="So that…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e200 ">Critical issues are handled with more structured support from a service plan.</td> <td data-label="Sample Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e203 "> <ul> <li>Flow Element: Decision</li> <li>Condition: Case Priority = "High"</li> </ul> </td> </tr> <tr class=""> <td data-label="I want eligibility criteria for…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e197 ">Specific queues</td> <td data-label="So that…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e200 "> <p>Service reps in a Tier 2 support queue or higher receive dedicated assistance for working high-value or sensitive cases.</p> <p style="margin-bottom:0;">For example, a travel agency can have a dedicated queue for travel disruptions or executive clients so that service reps have dedicated support for resolving these cases.</p> </td> <td data-label="Sample Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e203 "> <ul> <li>Flow Element: Decision</li> <li>Condition: Case Queue = {Queue Name}</li> </ul> </td> </tr> <tr class=""> <td data-label="I want eligibility criteria for…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e197 ">Messaging sessions from a specific channel</td> <td data-label="So that…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e200 ">Service plans are available only for customers reaching out through a specific messaging channel, such as WhatsApp or Enhanced Chat.</td> <td data-label="Sample Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e203 "> <ul> <li>Flow Element: Decision</li> <li>Condition: Messaging Session Channel = "WhatsApp"</li> </ul> </td> </tr> <tr class=""> <td data-label="I want eligibility criteria for…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e197 ">Messaging Session or Cases with specific products</td> <td data-label="So that…" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e200 ">Service plans are available only for cases related to certain products, so that service reps have access to the specific information they need for each product. This way, they can provide accurate and efficient support without spending time hunting down the necessary details.</td> <td data-label="Sample Configuration" class="slds-cell-wrap" style="vertical-align:top;" headers="d29187e203 "> <ul> <li>Flow Element: Decision</li> <li>Condition: Product (custom field) = "Product Name"</li> </ul> </td> </tr> </tbody> </table> <!-- document id=21f5c224e8984417034e3a7bf25acb83864dcf5c21828d30497103a0abd1fd12 url=/admin/current/en-us/service/264-0-0/sp_translation_ov.md --> # Service Plan Translation Learn when and how translation occurs for Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Translation of a service plan into a service rep's preferred language is supported only for guidance plans. See [Guidance Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US&type=5). Dynamic plans for case, messaging, and voice are always shown in English. However, apart from the service plan itself, the Service Assistant component contains several content elements that are translated into the service rep's preferred language. For dynamic plans, this results in a mixed-language experience when a service rep's preferred language isn't English. Here's how each content element is translated. - [Component UI Text](https://help.salesforce.com/s/articleView?id=service.sp_translation_ov.htm&release=264.0.0&type=5) - [Service Plan Content](https://help.salesforce.com/s/articleView?id=service.sp_translation_ov.htm&release=264.0.0&type=5) - [Agent Chat](https://help.salesforce.com/s/articleView?id=service.sp_translation_ov.htm&release=264.0.0&type=5) - [Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_translation_ov.htm&release=264.0.0&type=5) ![Mixed-language experience in a dynamic plan](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_dp_mixed.png) ## Component UI Text The Service Assistant component contains user interface (UI) text, such as the component name, buttons, headings, chat box, tool tips, and hover text. For both guidance plans and dynamic plans, UI text is always shown in each service rep's preferred language. This is the default behavior. ![Service Assistant component UI text in the service rep's preferred language](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_component.png) ## Service Plan Content Service plan content includes all parts of the service plan, such as the record summary, plan section headings, plan steps, actions surfaced, and knowledge article citations. Translation of service plan content is based on the plan type. Guidance plan steps are translated into the service rep's preferred language through Real-Time Translations. See [Guidance Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US&type=5). ![Guidance plan steps translated into the service rep's preferred language](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_2.png) Dynamic plan summaries and steps for case, messaging, and voice are always shown in English. ![Dynamic plan summaries and steps shown in English](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_step.png) ## Agent Chat Agent chat content includes the entry field description text and the agent responses returned when a service rep asks a question or requests knowledge or an action. The chat box description text is shown in the service rep's preferred language. Service reps can ask questions and request knowledge or actions in their preferred language, but agent responses are always shown in English. Knowledge article citations are shown in the language the article is written in. ![Agent chat box description text in the service rep's preferred language](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_chat.png) ## Capabilities Translation for Service Assistant capability vary. Case Catch-Up and Insights is translated according to Prompt Builder supported languages. If the service rep has their language preference set to a Prompt Builder language, the card is shown in that language. Otherwise, the card shows in English. See [Prompt Builder Supported Languages](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). ![Agent chat box description text in the service rep's preferred language](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccui_translate.png) Service Replies are translated according the languages supported by Real-Time Translations. If the service rep has their language preference set to a Real-Time Translation language, the card is shown in that language. Otherwise, the card shows in English. See [Translate Service Conversations with Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_intro.htm&type=5&language=en_US). ![Agent chat box description text in the service rep's preferred language](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr_translate.png) Conversation Catch-Up doesn’t support translation. It’s always shown in English. <!-- document id=b07991902dbd40fcc49306f9b592ffd05396811c3db62b8db30cf591604aa887 url=/admin/current/en-us/service/264-0-0/sp_plans.md --> # Service Plans Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice.</td> </tr> </tbody> </table> - [Service Plan Types](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5) - [Plan Type Comparison](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5) - [Service Plan Grounding](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5) - [Optional Features for Case Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5) Service Assistant is a proactive AI agent on the case, messaging session, voice call record pages. It surfaces resolution guidance in the Service Assistant component, a Lightning web component that shows as a panel on the record page. Within the component, Service Assistant brings together everything a service rep needs to resolve the record: the service plan and any capabilities you turn on, each shown as its own card. The core feature of Service Assistant is the service plan. A service plan contains a summary of the record and step-by-step resolution guidance for service reps, grounded in your company data, such as subagents and knowledge articles. Service Assistant generates a service plan for each record that meets your defined [eligibility criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US), a set of conditions a record must meet to have a service plan. Service Assistant is a proactive agent on the record. It builds the service plan from the record, your grounding sources, and agent actions. How proactively it works depends on the plan type: a guidance plan is reactive, and a dynamic plan is proactive. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png) ## Service Plan Types There are two service plan types. - A guidance plan (left image) provides a static checklist of steps that a service rep works through and that doesn't update in real time. With a guidance plan, Service Assistant is reactive. It responds only when a service rep asks for help through the agent chat, and it doesn't proactively propose knowledge articles, actions, or other content in the component feed. The agent chat and component feed aren't turned on by default for guidance plans. To use them, you must turn on the chat from the Service Assistant Setup page. - A dynamic plan (right image) provides a real-time, conversational workflow where Service Assistant proactively guides service reps through issue resolution, adapts each step as the record changes, and surfaces agent actions. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_gp_dp.png) Messaging and voice suppport only dynamic plans because messaging sessions are fluid, live conversations that change in real time. Case supports both guidance and dynamic plans, and the available features depend on the plan type you choose. See [Optional Features for Case](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5). You can choose either plan type based on your business requirements, but you can turn on only one at a time. You can switch between the two. Service Assistant also offers additional capabilities that extend the agent's functionality beyond the plan, such as Case Catch-Up & Insights and Service Replies. These capabilities are optional, have their own setup, and show as independent cards in the Service Assistant component alongside the service plan. See [Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Translation of servce plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported. ## Plan Type Comparison Here's an overview of the differences between guidance and dynamic plans. The details for dynamic plans apply to all supported objects. If you use Service Assistant for Case, review the differences to help you determine which one best fits your business requirements for cases. For cases, you can turn on only one plan type at a time from the Service Assistant Setup page, but you can switch between the two. When you switch, existing plans of the other type remain visible, but they can't be converted to the new plan type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:28.571428571428577%"> <col style="width:35.714285714285715%"> <col style="width:35.714285714285715%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e177">Category</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e180">Guidance Plan</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e183">Dynamic Plan</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">What it is</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Static, checklist-style plan that organizes resolution steps into phases. The steps are updated only when a service rep manually redrafts the plan. Service Assistant is reactive and responds only when a rep asks for help through the agent chat.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Real-time, conversational workflow that guides service reps one step at a time and adapts as the record evolves. Service Assistant is proactive and surfaces guidance, knowledge, and actions in the component feed.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Availability</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Case only.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Case and messaging session.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">How it's turned on</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Opt-in. Turn it on from the Service Assistant Setup page.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Opt-in. Turn it on from the Service Assistant Setup page.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Best suited for</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Case types with stable, predictable resolution workflows where the steps are consistent for most cases.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Case types where the resolution path changes as information comes in, or where service reps benefit from real-time adaptation.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Feature support</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Agent Chat, subagents, data libraries, quick actions, and similar cases.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Agent Chat, subagents, and knowledge articles.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Adaptability to record updates</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Updates to the case are tracked through your Service AI Grounding configuration, but the plan isn't updated automatically. Service reps update the plan by selecting <strong class="uicontrol">Redraft Plan</strong>.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 "> <p>Steps are updated automatically when new information arrives. </p> <ul> <li>For cases, Service Assistant monitors the case record through the fields and objects set in your Service AI Grounding configuration. When there are new updates to those fields and objects, Service Assistant updates the plan steps in real time.</li> <li>For a messaging session, Service Assistant is grounded in the entire transcript and updates automatically to all information described in the chat.</li> </ul> </td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Agent Chat</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Not available by default. Turn on the chat feature from the Service Assistant Setup page.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Available by default.</td> </tr> <tr class=""> <td data-label="Category" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e177 ">Agent action support</td> <td data-label="Guidance Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e180 ">Available through Agent Chat only. Service reps ask the agent to launch an action. Service Assistant isn't proactive. To surface task automation directly in plan steps, add quick actions, which show as buttons for service reps to launch.</td> <td data-label="Dynamic Plan" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e183 ">Surfaced automatically in plan steps when an action is available to complete the current step. Service reps confirm and execute, or the action executes automatically based on your configuration.</td> </tr> </tbody> </table> ## Service Plan Grounding To create a service plan, Service Assistant reviews the record data and then uses your grounding sources to create steps that are relevant to the record the service rep is working on. Service Assistant grounds a service plan in these sources. The plan type determines how Service Assistant processes record data, monitors the record for updates, and updates plan steps in real time. For more details, see [Service Assistant Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&release=264.0.0&type=5 "Learn how Service Assistant processes record data to create service plans.") and [Service Assistant Grounding Sources](https://help.salesforce.com/s/articleView?id=service.sp_blocks_intro.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:32%"> <col style="width:24%"> <col style="width:44.00000000000001%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e338">Grounding Source</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e341">Supported Objects</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e344">Details </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Record data (required)</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 "> <p>The grounded record data differs by object. </p> <ul> <li>Case service plans ground in the fields and objects you set in Service AI Grounding. </li> <li>Messaging service plans ground in the entire chat transcript. </li> <li>Voice service plans ground in the voice call transcript.</li> </ul> </td> </tr> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Subagents and instructions (required)</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 "> <p>Subagents specify a specific issue type you want Service Assistant to help service reps resolve. Service Assistant use the scope and description of your subagents to identify an issue and assign the subagent to the record. </p> <p style="margin-bottom:0;">Service Assistant can’t use generic subagents like “Resolve Customer Issue”. Your topics must define a specific issue. Find more details and example in <a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5" target="_blank">Grounding Service Assistant with Subagents</a>. </p> </td> </tr> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Knowledge articles through Agentforce Data Libraries (optional)</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 "> <p>Ground plans in knowledge articles trough Agentforce Data Libraries.</p> <p>We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant.</p> <p>. </p> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5" target="_blank">Grounding Service Assistant with Knowledge</a>.</p> </td> </tr> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Agent actions (optional)</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 ">Automate tasks in dynamic plan steps. Actions surface directly in the component to service reps and can be executed directly by Service Assistant or require user confirmation. Service Assistant </td> </tr> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Related record grounding (optional)</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 ">Analyzes the transcripts of messaging sessions and voice calls attached to a case. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US" target="_blank">Agent Chat</a>.</td> </tr> <tr class=""> <td data-label="Grounding Source" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e338 ">Component conversation history and feed.</td> <td data-label="Supported Objects" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e341 "> <ul> <li>Case</li> <li>Messaging</li> <li>Voice</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e344 ">Service Assistant grounds in all activity that occurs in the component feed: the chat between the agent and service rep, complete steps of a plan, and actions surfaced and executed. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US" target="_blank">Agent Chat</a>.</td> </tr> </tbody> </table> ## Optional Features for Case Service Plans For Service Assistant for Case, several optional features extend service plans. Support for each feature depends on your selected plan type. Permissions also vary by feature, and each feature's reference guide and setup steps list the required permissions. Find more details in [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e562">Optional Features</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e565">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29446e568">Supported in</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Case Catch-Up & Insights</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 ">A capability of Service Assistant that shows as a card in the component. It summarizes the related account, activity details, and customer sentiment, and it provides a case health score.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui.htm&language=en_US" target="_blank">Case Catch-Up & Insights</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_pt.htm&language=en_US" target="_blank">Case Catch-Up & Insights Prompt Template Reference</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&language=en_US" target="_blank">Set Up Case Catch-Up and Insights</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Messaging and Voice Record Grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 ">Analyzes transcripts of messaging and voice records attached to a case to summarize what took place and start plan steps from where the conversation left off.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US&type=5" target="_blank">Grounding with Related Records</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&language=en_US&type=5" target="_blank">Set Up Record Grounding</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Quick Action Grounding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 ">Adds buttons to guidance plan steps that let service reps complete a task without leaving the step, such as changing the case status or summarizing a case. Agent actions aren't supported in guidance plans. Service reps can use agent actions only through agent chat. For more details, see <a href="https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&language=en_US" target="_blank">Agent Chat</a>.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance plans only.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_qa.htm&language=en_US&type=5" target="_blank">Grounding with Quick Actions</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US&type=5" target="_blank">Set Up Quick Actions</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Similar Cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 "> <p>Shows a list of similar cases in a service plan that service reps can review for context while working on a case.</p> <p style="margin-bottom:0;">The list serves only as a reference guide for service reps to provide additional context while they work on an active case. The listed cases aren't used as grounding sources during the creation of a service plan.</p> </td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance plans only.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5" target="_blank">Set Up Similar Cases</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&language=en_US&type=5" target="_blank">Set Up Similar Cases for Data Cloud One</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Translation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 "> <p>Translates service plans into a service rep's preferred language.</p> <p style="margin-bottom:0;">Translation is supported only in Service Assistant for Case with guidance plans. Dynamic plans for case, messaging, and voice don’t support translation.</p> </td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance plans only.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&language=en_US&type=5" target="_blank">Service Plan Translation</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_translation_setup.htm&language=en_US&type=5" target="_blank">Set Up Plan Translation</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Optional Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e562 ">Prompt Templates</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e565 ">Adds service plan information to case emails, case summaries, case comments, and the case feed.</td> <td data-label="Supported in" class="slds-cell-wrap" style="vertical-align:top;" headers="d29446e568 "> <p>Guidance and dynamic plans.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_pt_setup.htm&language=en_US&type=5" target="_blank">Add Service Plan Data to Case Emails and Summaries (Optional)</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_pt.htm&language=en_US&type=5" target="_blank">Set Up the Summarize Case Prompt Template</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.sp_email_setup.htm&language=en_US&type=5" target="_blank">Set Up the Draft Service Plan Email Prompt Template</a></li> </ul> </td> </tr> </tbody> </table> <!-- document id=75d7a2e67ddf37811aea27826fee348898515cb4f10b6e4ffb7f07686ede8d03 url=/admin/current/en-us/service/264-0-0/es_service_process_templates.md --> # Service Process Templates Templates consist of service process definition details, such as data attributes, request form, and integration details, helping you quickly configure and deploy a service process. Use the Request Leave and Update Profile service process templates in Service Process Studio to rapidly create service processes. Employees can access the service processes from Service Catalog in Employee Portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To create a service process by using a template and make the service process available to employees in Employee Portal, follow these steps. - Step 1: Create a service process by using a template in Service Process Studio. - Step 2: Configure the OmniScript intake form. - Step 3: Attach the OmniScript to the service process. - Step 4: Add the service process to a catalog in Product Catalog Management. - Step 5: Set up the Process Employee Service Request flow. - Step 6: Set up the Approve Employee Service Request orchestration. - Step 7: Configure the Employee Portal Service Catalog component. - **[Create and Deploy a Service Process by Using a Template](https://help.salesforce.com/s/articleView?id=service.es_create_service_process_from_template.htm&release=264.0.0&type=5)** Use the Update Profile and Request Leave templates to create service processes that your employees can use to manage their profile information, view their leave balance, and submit a leave request. The service processes help employees maintain their profile information and manage their leaves. <!-- document id=e60dbd6888b230906c343abc7d7a9d88da0bf830e5ef99dea516cfbee41428de url=/admin/current/en-us/service/264-0-0/es_unified_catalog_service_processes_for_self_service.md --> # Service Processes for Employee Self Service Use service processes to streamline the creation, management, and fulfillment of employee service requests. Some examples of service processes that you can create for your employees are updating direct deposit details and submitting expense reports for categories, such as wellness reimbursements and IT supplies. You can make these service processes available for employees through Service Catalog in Employee Portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create a Service Process to View and Update Direct Deposit Details](https://help.salesforce.com/s/articleView?id=service.es_create_service_process_update_direct_deposit.htm&release=264.0.0&type=5)** Your employees can use this service process to view, verify, and update the direct deposit details of the bank account where they receive payments and reimbursements from their organization. Create this service process to streamline the payroll process and ensure compliance with labor laws and regulations. This service process is available only if you use Workday for managing direct deposits. - **[Create a Service Process to Manage Expenses](https://help.salesforce.com/s/articleView?id=service.es_create_service_process_manage_expenses.htm&release=264.0.0&type=5)** Your employees can use this service process to submit expense reports for categories, such as wellness reimbursements, office and IT supplies, and more, all from Employee Portal. Approvals are routed automatically, which simplifies the workflow for employees and approvers and reduces manual work. You can configure and manage expense policies and limits, ensuring financial compliance and transparency. This service process is available only if you use Workday for expense management. <!-- document id=569c8185b8fdcc4d3728da4cc4c344517fbc9c12db41b049cfa7a08eb8adf518 url=/admin/current/en-us/service/264-0-0/es_sevice_processes_for_self_service.md --> # Service Processes for Self Service Service processes streamline the creation, management, and fulfillment of HR service requests. Create service processes from scratch or by using templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can create service processes by using Service Process Studio and Unified Catalog. - To list the service processes created using Service Process Studio, use the Employee Portal Service Catalog component in the Service Catalog page. - To list the service processes created using Unified Catalog, use the Unified Catalog component in the Service Catalog page. - **[Service Process Templates](https://help.salesforce.com/s/articleView?id=service.es_service_process_templates.htm&release=264.0.0&type=5)** Templates consist of service process definition details, such as data attributes, request form, and integration details, helping you quickly configure and deploy a service process. Use the Request Leave and Update Profile service process templates in Service Process Studio to rapidly create service processes. Employees can access the service processes from Service Catalog in Employee Portal. - **[Service Processes for Employee Self Service](https://help.salesforce.com/s/articleView?id=service.es_unified_catalog_service_processes_for_self_service.htm&release=264.0.0&type=5)** Use service processes to streamline the creation, management, and fulfillment of employee service requests. Some examples of service processes that you can create for your employees are updating direct deposit details and submitting expense reports for categories, such as wellness reimbursements and IT supplies. You can make these service processes available for employees through Service Catalog in Employee Portal. <!-- document id=48a9d16264a61d0e27bf3a761d1f7e5caa1f6f2e0d4daf76b8d167ccdc47178e url=/admin/current/en-us/service/264-0-0/service_insights_dashboards_service_rep.md --> # Service Rep Dashboard Get a comprehensive view of your service team’s caseload. Spot high-level stats, such as total escalated cases, average time to close, percentage of first contact resolution, customer satisfaction scores (CSAT) by channel, and more. ### Required Editions ## Cases Tab <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Filter KPIs by time period, case priority, and Service Reps. | KPI | CALCULATION | | --- | --- | | Total cases | Total number of cases created. | | Open cases | Total number of cases that remain open. | | Total cases closed | Total number of cases closed. | | Total escalated cases | The total number of cases escalated. | | Avg time to close (Hrs) | The amount of time between when the case was created and when it was closed for the last time. Includes when cases are reopened, and excludes cases that are immediately closed upon opening. | | Avg time to first close (Hrs) | The amount of time between when the case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. | | % First time resolution | The percent of cases that were closed with only one response, such as one email, voice call, or messaging session. | | Cases by priority | Cases grouped by priority. | | Case volume by origin | The number of cases received for a specific channel or during a specific time period. | | Case volume trendline | See case trends over time. Filter by day, week, or month. | | Case details | Deep dive into the details for each case. | | Cases by status | Cases grouped by status, such as new or closed. | | Cases by channel | Cases grouped by channel, such as email or voice calls. | | Cost | Cost per case based on an input value provided during setup for an estimated hourly cost for your service reps. | ## Omni-Channel Tab Quickly identify the routing efficiency and support rep performance across Omni-Channel routing and channels. Check on work volumes, accepted or declined work, average handle times, average wait time, Omni utilization, and more. | ROUTING KPI | CALCULATION | | --- | --- | | Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. | | Accepted work items | Offered work items that a support rep accepted. Percent of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. | | Declined work items | The percentage of work that was assigned to support reps, but not accepted. | | Avg handle time (Min) | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). | | Avg wait time (Hours) | The average time a customer waits for a response from a support rep. | | Avg speed to answer (Sec) | The average time a support rep takes to answer a query. | | Max Omni Utilization | The maximum usage of support reps in a single period of time. For example, Cyber Monday might be a maximum usage event. | | Omni Utilization | The percentage of time support reps were actively engaged. | | Work volume by channel | Total volume of work objects, such as cases or leads sorted by channels. You can see the volume for your specified channel. | | Work volume by status | Total volume of work objects, such as cases or leads sorted by status. | <!-- document id=f64b92c164f8a0dc84200aa248ce8a22227dd817d330ed78ea697ce610b93810 url=/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_use_service_replies.md --> # Service Replies for Chat in the Console See how replies appear in the console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To view replies, service reps need the Service Replies User permission set. See [Give Agents Access](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_give_agents_access.htm&type=5&language=en_US). Replies appear in the Einstein Replies component of the Chat and Messaging tab in the Lightning Service Console. Replies are shown depending on the default state set by your Salesforce admin. If replies are paused by default, click **Resume** and Einstein quickly catches up on the conversation and begins drafting new replies. ![The Einstein Replies component with the Resume button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_console_resume.png) Or, if replies are shown by default, Einstein recommends replies when your customer sends the first message in a chat or messaging session. Recommendations are refreshed each time the customer sends a message. ![The service console with Einstein Replies suggesting a reply](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/rr_service_replies_console.png) - To send a reply directly to a customer, click **Post**. - To modify the reply, click **Edit**, make your changes, and then click **Post**. - ![The feedback component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/rr_feedback.png) You can reject replies and give feedback. To enter your own feedback, click **Other**. When you're finished with your feedback selections, click **Submit**. ![The linked knowledge article open from the replies component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/rr_knowledge_linking.png) - To see whether replies come from a conversation context or they’re grounded in a data library, check next to each reply. Chat replies grounded in your knowledge base are shown first. - To see the article Einstein used as a source for the reply, click **Knowledge**. From the article view, service reps can see the knowledge article record, edit the article and publish updates, and copy a link to the article. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Service reps can see replies grounded in knowledge only if an active data library is assigned to Service Replies. See [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Users outside of the US can sometimes experience delays. ## Languages Service Replies for Chat is available in English, Danish, Dutch, Finnish, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Portuguese (Brazilian), Portuguese (Portugal), Russian, Spanish (Mexico), Spanish (Spain), Swedish, and Thai. To use grounded replies in multiple languages, you, need at least 1 knowledge article in the language that you want to use. For replies based on the conversation context, Einstein detects the language and drafts replies accordingly. So, if you start a conversation in Spanish, Einstein drafts and recommends replies to you in Spanish. Only customer’s messages longer than 20 characters for can be reliably used language detection. Replies are drafted in the [user locale’s language](https://help.salesforce.com/s/articleView?id=xcloud.admin_language_locale_currency.htm&type=5&language=en_US) if Einstein can't detect the language. You can also translate a customer's message with Einstein. Click the **Translate** link that appears next to the customer message in the Service Console. ## Customize the Einstein Replies Component To customize the Einstein Replies component, in the Lightning App Builder, open the Chat and Messaging pages. Then, update the settings for each layout. See [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US). <!-- document id=0e25ac5efa11d0945a047adec2ed1b5418aea21400c0e2793b3e030a54df3677 url=/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_credit_usage_tracking.md --> # Service Replies for Chat Usage and Tracking Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For each generative AI feature, service rep usage depends on the size of the request and the number of requests. For Service Replies for Chat: - The request size depends on the length of the customer conversation, so a longer conversation creates a larger request. Einstein considers only the previous 20 chat messages for each request, so your service reps don’t rush customers or worry about conversation size. - A request is created for each customer or service rep turn in a conversation. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example A customer contacts your support team to reset their password. Customer: Hi, I’m locked out of my account and need to reset my password. From the first message, a request is made to Einstein. Service Replies jumps in and begins suggesting replies grounded in your knowledge base. These replies outline the password reset process and ask for relevant account information. With the click of a button, the service rep greets and posts suggested replies to your customer. Service Rep: Hello, I can help with that! What is the email associated with your account? The customer responds with the requested information. Customer: I think the email is example@email.com. Service Rep: Thank you for that. I sent a password reset link. Can you confirm you received it? Customer: Got it, thanks. Service Rep: Great! Is there anything else I can assist you with today? Customer: No, that’s all. Thank you! In this scenario the request size and frequency both contribute to usage. This case created seven requests, corresponding to each conversation turn. The first request consists of the first message with new messages added to each request. Likewise, longer messages create larger requests, which contribute to higher usage. Because fewer than 20 messages are in the conversation, the request size isn’t capped. Only service reps who have the Service Replies User permission set contribute to your usage. To learn more or get updates on your Service Replies usage, contact your Salesforce account executive. <!-- document id=b18f1c2451530650c1a40636419427cbe35be41e48cf62cc5ffd351c6dd507dd url=/admin/current/en-us/service/264-0-0/reply_recs_service_emails_console.md --> # Service Replies for Email in the Console Service Replies for Email generates an email response based on knowledge articles relevant to your case. Simply draft, edit, and send emails from the Case page in the Lightning Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75385e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">For service reps to view, edit, and send knowledge grounded responses:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 "> <p style="margin-bottom:0;">Allow users to share articles via public URLs</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">To send article content in emails:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 "> <p>Edit on cases </p> <p>AND</p> <p style="margin-bottom:0;">Read on knowledge articles</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 ">To share internal articles externally:</td> <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d75385e56 "> <p style="margin-bottom:0;">Share internal Knowledge articles externally, under Administrative Permissions</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If the case subject and description fields are encrypted, you can't generate an email draft from knowledge articles. To draft a response based on a Knowledge article, select **Draft Einstein Email** from the relevant article’s dropdown menu. ![Service console with the drop down menu from an article with Draft Einstein Response highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_console_draft.png) A draft is created in the email composer where you can review, edit, and send it. The draft merges the recipient's name from the associate case. ![A draft of the email you created.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/email_reply_recs.png) If you use an outside email composer, and the Lightning Email Composer isn’t active, a plain text draft appears in a pop-up window. Copy the text into the email composer, and then format and send it. Einstein Service Replies for Email supports Dutch, English, French, German, Italian, Japanese, Portuguese (Brazilian), Portuguese (Portugal), Spanish (Mexico), Spanish (Spain), and Swedish. Einstein drafts email replies in the case language field. If the case language field is empty, Einstein detects the language based on case fields and then drafts email responses accordingly. Otherwise, replies are drafted in the [user locale’s language](https://help.salesforce.com/s/articleView?id=xcloud.admin_language_locale_currency.htm&type=5&language=en_US). To use knowledge grounded replies in multiple languages you need at least one knowledge article in the language you want to use. - **[Draft Service Email Replies from Multiple Articles](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_emails_multi_article.htm&release=264.0.0&type=5)** Draft an email response based on up to three knowledge articles that are relevant to a case. <!-- document id=290a0f5babb6c433275b06d3a2122a8b14a13faba0b450c58bd82d04395498b3 url=/admin/current/en-us/service/264-0-0/reply_recs_service_replies_email_credit_usage.md --> # Service Replies for Email Usage and Tracking Service Replies charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For each Einstein generative AI feature, service rep usage depends on the size of the request and the number of requests. For Service Replies for Email: - The request size depends on the length of the knowledge article, so selecting a longer article creates a larger request. - A request is created each time a service rep clicks **Draft Einstein Email**. To learn more or get updates on your Service Replies for Email usage, contact your Salesforce Account Executive. <!-- document id=1a4963caa06f596b3e32cf97ad70c794c4529b0e68f47f4c6ec5e7e21fdbf58d url=/admin/current/en-us/service/264-0-0/sp_sr.md --> # Service Replies for Service Assistant Service Replies gives service reps AI-suggested replies directly in the Service Assistant component during a messaging session. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_sr__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_sr__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Voice</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides reference guidance for Service Replies in Service Assistant. Setup guidance is provided in [Set Up Service Replies for Service Assistant (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&release=264.0.0&type=5 "Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps."). Service Replies is a capability of Service Assistant for Messaging that gives service reps AI-generated suggested chat replies during active messaging sessions. Service Replies show as cards in the Service Assistant component alongside the service plan. ![Service Replies shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr.png) In Service Assistant, Service Replies works the same way as the general Service Replies feature. Proposed replies are generated automatically as the conversation progresses, each reply contains a source citation, and buttons let you post or edit the reply before sending it. Service reps don't need to take any action in the Service Assistant component to have Service Replies show. Service Replies works as a standalone capability within Service Assistant. You don't need to complete the general Service Assistant setup, including creating an agent. For the requirements and more details, see [Activation and Setup](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&release=264.0.0&type=5). ## How Service Replies and Service Plans Work Together Service Replies show as cards in the Service Assistant component alongside the plan steps. Service Replies start with the customer's first message, before any plan steps show, because service plans start only after the chat contains enough context to identify the issue. Proposing replies as the messaging session initiates lets service reps start helping the customer right away. Both the plan steps and Service Replies are actively proposed as the conversation progresses, and each reply is stored in the component feed. If new information enters the transcript that changes a reply, a new reply is shown alongside the previous one. ![Service Replies shown in the component alongside service plan steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr_workflow.png) Although both are proposed in parallel, Service Replies and service plans operate independently, and neither has direct context of the other. - Service Replies draw context from one of two grounding paths that you select in Service Replies Setup. Choose either the live messaging conversation, via prompts that you configure, or a knowledge article from a configured data library. Only one grounding path can be active at a time. - Service Replies don't receive context from any plan steps or the chat feed between the service rep and Service Assistant. - Service Assistant doesn't receive context from the replies proposed in the component. However, when a service rep posts a service reply to the customer, that message becomes part of the conversation transcript. Service Assistant grounds on that information and uses it as context for creating the next plan step. ## Activation and Setup Service Replies works as a standalone capability within Service Assistant. You don't need to complete the general Service Assistant setup, including creating an agent. The requirements for activating the capability are that: - Service Assistant for Messaging is turned on from the Messaging tab of the Service Assistant Setup page. - The Service Assistant Lightning web component is added to the record page. - The general [Service Replies Setup](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_chat_set_up.htm&type=5&language=en_US) is complete. When the requirements are met, turn on Service Replies for Service Assistant in the Service Replies Setup page. See [Set Up Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&language=en_US). Settings such as configuring the Service Replies prompt templates, adding a data library, and configuring pause behavior are inherited into Service Assistant. There are no prompt templates created specifically for Service Assistant. Service Replies are translated. The Service Assistant component, plan steps, chat feed, and agent actions surfaced in the component aren't translated. ## Permissions and Licensing Service Replies in Service Assistant is only available with Agentforce for Service or Agentforce 1 licenses. If you have an Einstein for Service license and want to use the capability, contact your Salesforce account executive. In addition, access to the feature is only available with the Service Planner and Adaptive Experience add-ons. The capability requires these permissions, which are in addition to the mandatory Service Assistant permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">User</td> <td class="slds-cell-wrap" style="vertical-align:top;">User License</td> <td class="slds-cell-wrap" style="vertical-align:top;">Required Permissions</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant Admin</td> <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Replies User</li> <li>Prompt Template Manager</li> <li>Data Cloud Architect*</li> </ul> <p style="margin-bottom:0;">* Only required if you ground Service Replies with a data library.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Service Rep</td> <td class="slds-cell-wrap" style="vertical-align:top;">Salesforce</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Replies User</li> <li>Prompt Template User</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">ServicePlanner User (the agent user)</td> <td class="slds-cell-wrap" style="vertical-align:top;">Einstein Agent</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li> <p>Service Replies User</p> </li> <li> <p>Prompt Template User</p> </li> </ul> </td> </tr> </tbody> </table> ## Billing and Consumption Service Replies doesn't draw down flex credits when you choose to generate service replies using the Service Replies prompt templates. In addition, posting or editing a service reply from Service Assistant doesn't draw down flex credits. However, if you ground Service Replies with a data library, each suggested reply that surfaces in the component searches the data library and retrieves matching content. This search draws down your Data 360 credits. Flex credits aren't drawn down. ## Considerations for Service Replies in Service Assistant - Service Replies are proposed only during active messaging sessions. When the messaging session and service plans end, Service Replies also stop, and the Service Assistant component is disabled. The reply cards remain saved in the component feed as a historical record. - Service replies in the component don't auto-collapse. When a new reply is generated, the previous reply doesn't collapse. Service reps must collapse each reply manually. - Service Replies settings, including prompts, grounding configuration, and pause behavior, are configured in the standard Service Replies Setup page and are inherited by Service Assistant. No configuration is required in Service Assistant other than turning the feature on and assigning the required permissions. - Service Replies are translated. The Service Assistant component, plan steps, chat feed, and agent actions surfaced in the component aren't translated. - If you have multiple Service Assistant agents configured for messaging, the Service Replies configuration applies to all agents. - Service Replies and the Service Assistant agent each use their own data library. You configure the Service Replies data library in Service Replies Setup, and it generates suggested replies. You assign the Service Assistant agent's data library to the agent, and it creates plan steps. You can use the same data library for both features or use a different one for each. - Service Replies prompt templates are configured in Service Replies Setup and apply only when generating suggested replies. The templates can reference the messaging conversation and knowledge articles, but they don't have access to plan steps or Service Assistant agent instructions. <!-- document id=90050ea1db88a4153c38bb6fd44889d6055b02a684d895fcbafbd26d8bb2580e url=/admin/current/en-us/service/264-0-0/service_replies_prompt_builder_parent.md --> # Service Replies Prompt Templates Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions with the Einstein for Service add-on.</td></tr></tbody></table> Before you enable Einstein Service Replies in Prompt Builder, you must have: - [Einstein Service Replies enabled.](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&type=5&language=en_US) - [Prompt Builder enabled.](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US) - [Data 360 enabled](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US). - [A data library assigned.](https://help.salesforce.com/s/articleView?id=service.service_replies_data_libraries.htm&language=en_US) - **[Customize the Context Based Standard Service Replies Prompt Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_template_customize_context.htm&release=264.0.0&type=5)** Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates. - **[Customize the Grounded Service Replies Prompt Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_template_customize_grounded.htm&release=264.0.0&type=5)** Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Service Replies prompt templates. - **[Einstein Service Replies Preview Default Settings](https://help.salesforce.com/s/articleView?id=service.reply_recs_setup_defaults.htm&release=264.0.0&type=5)** When you turn on Einstein Service Replies in Salesforce Go, these settings become active. #### See Also - [Standard Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_prompt_templates.htm&type=5&language=en_US) - [Prompt Template Types](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_standard_template_types.htm&type=5&language=en_US) <!-- document id=e439b0ed954c6e219f7ec794117fe325ee12d24815843808a5abac307ba047ed url=/admin/current/en-us/service/264-0-0/fs_customer_reports_fields.md --> # Service Report Fields Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Service Report Service reports display fields from related objects, including service appointments, work orders, and work order line items. In addition, the Service Report object comes with the following fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60286e65">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60286e67">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e65 ">Parent ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e67 ">The ID of the record that the service report is summarizing. For example, if you click <strong class="uicontrol">Create Service Report</strong> on a service appointment, this field lists the service appointment’s record ID. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e65 ">Service Report Language</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e67 ">The language used for the service report. The language is selected in the Service Report Language field on the associated work order. If the work order doesn’t specify a service report language, the report is translated in the default language in Salesforce of the person generating the report.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e65 ">Service Report Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e67 ">The name of the service report.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e65 ">Service Report Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e67 "> <p>The template used to create the service report. </p> <p style="margin-bottom:0;">If the person creating the service report doesn’t have Read access to objects or fields in the service report template, those fields aren’t visible in the report they create.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e65 ">Signed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e67 "> <p>Indicates that the service report contains one or more signatures.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> To quickly find signed reports, add this field to the Service Reports related list on work orders.</div> </div> </div> </td> </tr> </tbody> </table> ## Digital Signature Digital Signatures are signatures captured on service reports. For example, mobile workers can collect signatures from customers, other workers, or anyone else involved in field service work. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60286e113">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60286e115">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Date Signed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">The date of the signing.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Parent Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">The service appointment, work order, or work order line item that the service report belongs to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Place Signed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">The place where the service report was signed.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Signature Image</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">The image of the signature.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Signature Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">An auto-generated number identifying the signature.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Signature Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 "> <p>The role of the person signing. It comes with one value, Default. Service reports can have one signature per type, so your admin needs to create additional signature types in Setup.</p> <p style="margin-bottom:0;">Create at least one value for every role that might need to sign a service report. For example, Technician, Customer, Supervisor, or Supplier. If you want some service reports to be signed by multiple people in one role—for example, if all mobile workers present at an appointment should sign—create numbered types: Technician 1, Technician 2, and so forth.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e113 ">Signed By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d60286e115 ">The name of the person signing.</td> </tr> </tbody> </table> #### See Also - [Create Field Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&release=264.0.0&type=5 "In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates.") - [Create Field Service Customer Reports](https://help.salesforce.com/s/articleView?id=service.fs_create_customer_reports.htm&release=264.0.0&type=5 "In Field Service, create service reports to give your customers summaries of the work that your field service team performed.") - [Field Service Guidelines for Creating Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_report_guidelines.htm&release=264.0.0&type=5 "Service report templates in Field Service determine the type and order of data in service reports. Learn how to customize your service report templates to suit your needs.") - [Field Service Guidelines for Using Signatures on Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_signature_guidelines.htm&release=264.0.0&type=5 "Field service workers can capture signatures from customers and partners on service reports. On the service report template, you define the number and type of signatures allowed.") <!-- document id=911130dffb843c3bcfa9d32f5fb6274a84bff1537ba04773109b787802ccb153 url=/admin/current/en-us/service/264-0-0/omnichannel_reporting.md --> # Service Reporting Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The prebuilt reports and dashboards provide you with these benefits. Performance Tracking Monitor the performance of your contact center to identify top performers and areas for improvement. Efficiency Insights Gain insights into queue efficiency, including speed to answer and average handle time, to optimize workflows and reduce wait times. Data-Driven Decisions Make informed decisions based on real-time data to enhance your service strategies and operational processes. Reduced Effort Save time and resources by using prebuilt reports and dashboards, eliminating the need to build them from scratch. Reduced Support Requests Minimize the need for support to help you understand the data model to build custom reports. - **[Install the Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.omnichannel_install_reports.htm&release=264.0.0&type=5)** To track the performance of your contact center and reps, install prebuilt reports and dashboards for Agentforce Service (formerly Service Cloud). You can copy, modify, and delete them, if needed. - **[Create Custom Report Types for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_custom_report_types.htm&release=264.0.0&type=5)** Use out-of-the-box report types to join agent work with the objects most commonly used with Omni-Channel. Make custom reports on such data as workload by case type, active time by channel type, and so on. #### See Also - [View Prebuilt Service Reports and Dashboards](https://help.salesforce.com/articleView?id=service.report_service_cloud_view.htm&language=en_US) <!-- document id=80cc07884b327323f304db1a55f871a89c7223449a3554e262f293d5037d21ad url=/admin/current/en-us/service/264-0-0/omnichannel_ccv2_service_reps_component_fields.md --> # Service Reps Component Fields The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Service Reps Component Fields"> <caption>Service Reps Component Fields</caption> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124671e58">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d124671e61">description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Status</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The rep's current presence status, as set in the Omni-Channel component. Click the down arrow in this column to set a different presence status for the rep, only available for reps currently online.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Flag</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Visual indicator showing that a flag was raised on the rep's work, either by the rep or by a conversation intelligence rule.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Work Summary</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">A summary of the work items currently assigned to the rep, like as 1 Case or 6 Messages 5 Cases.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">State</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Amount of time the service rep has been in the current presence status.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Login</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Amount of time the service rep has been logged into an online or busy Omni-Channel status. This field reflects the duration of the service rep’s entire Omni-Channel session, which ends when the service rep goes offline in Omni-Channel or closes their browser.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Capacity</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 "> <p>P: The percentage of the service rep’s total capacity for uninterruptible work that’s being used.</p> <p style="margin-bottom:0;">I: The percentage of the service rep’s total capacity for interruptible work that’s being used.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Workload</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The total size of the service rep's assigned and open work that uses primary capacity compared to the service rep’s capacity set in the presence configuration. The work size is based on the routing configuration when the work is assigned.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Channels</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The channels the rep is available to service based on their current Presence Status, such as Case, Messaging, or Phone.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Queues</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">Omni-Channel-enabled Salesforce queues that the service rep can receive work through in Omni-Channel.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e58 ">Skills</td> <td data-label="description" class="slds-cell-wrap" style="vertical-align:top;" headers="d124671e61 ">The skills assigned to the rep.</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Standard Actions"><caption>Standard Actions</caption> <colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Change queues</td><td class="slds-cell-wrap" style="vertical-align:top;">Move the rep to different queues.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Change skills</td><td class="slds-cell-wrap" style="vertical-align:top;">Update the skills assigned to the rep.</td></tr></tbody></table> <!-- document id=73e04034a517b85ddb706ab2c4e9b564cc193266ffa70f487ec57a7270887e11 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_agents_tab.md --> # Service Reps Tab Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> There are two views in the Service Reps tab: All Agents and Agents by Queue. ## All Agents Subtab The All Agents tab lets you see the big picture of your service reps’ availability, capabilities, capacity, and workload. It’s the default for the Service Reps tab because it provides the best overall picture of how your service reps are doing. Reps logged into Omni-Channel appear in rows, where you can see their status, channels, queues, workload, and capacity. ![Command Center for Service Agents Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/agentSummary.png) Here, you can also change a service rep’s status using the Action column as long as they’re not offline. If you select Offline, keep in mind that the service rep’s work isn’t tracked anymore. To see more nuanced information about how a service rep is doing, select the service rep. You can view the Agent Detail and, unless disabled, Agent Timeline views. The Agent Detail view provides details about a service rep’s activity and timestamps. ![Agent Detail view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/agentDetail_fixed.png) The Agent Timeline view displays the service rep’s status changes and work via an intuitive calendar view. The Agent Timeline shows the AgentWork status, not the status of the work item record itself. ![Command Center for Service Agent Timeline](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agenttimeline_new.png) ## Agents by Queue Subtab The Agents by Queue subtab provides information about how well your queues are covered. Every queue that has at least one service rep that’s Online or Away is shown. You can see how many service reps are assigned to the queue and how many of them are online, away, or idle. This graph lets you see if you must reassign service reps to make sure your incoming work is covered. ![Agents by Queue view in the Agents tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_agentByQueue.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Agents by Queue tab is shown even if you use skills-based routing only. - **[Service Reps Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab_fields.htm&release=264.0.0&type=5)** Fields for the Service Reps tab in Command Center for Service. - **[How After Conversation Work Affects Service Rep Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_track_after_conversation_work_time.htm&release=264.0.0&type=5)** When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service. #### See Also - [Show All Offline Service Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&release=264.0.0&type=5 "Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object.") <!-- document id=e6205cc62801b70d574aeabb03c33da6fc3c93bf453f5db95b8cea1cdf82616c url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_agents_tab_fields.md --> # Service Reps Tab Fields Fields for the Service Reps tab in Command Center for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## All Agents Fields The All Agents view in the Service Reps tab contains fields that provide information about the particular service rep’s current work. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154036e63">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154036e66">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Agent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">The first and last name of the service rep.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">The service rep’s current presence status, as set in the Omni-Channel component.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Flag</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Indicates whether a service rep or conversation intelligence rule raised a flag.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Action</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Allows you to change a service rep’s status.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Work Summary</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 "> <p>All Omni-Channel work currently assigned or open with the service rep. You can get an overview of the work items with popup details.</p> <ul> <li>Assigned work items are in the service rep’s component and waiting for acknowledgment.</li> <li>Open work items have been accepted and the work is in the service rep’s inbox.</li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">State</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Amount of time the service rep has been in the current presence status.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Login</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Amount of time the service rep has been logged into an online or busy Omni-Channel status. This field reflects the duration of the service rep’s entire Omni-Channel session, which ends when the service rep goes offline in Omni-Channel or closes their browser.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Accept</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Amount of time since the service rep last accepted a work item, either explicitly or through auto-accept.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Primary Capacity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 "> <p>The percentage of the service rep’s total capacity for uninterruptible work that’s being used.</p> <ul> <li>0–49% capacity is shown with a green icon</li> <li>50–79% capacity is shown with a yellow icon</li> <li>80–100% capacity is shown with a red icon</li> </ul> <p style="margin-bottom:0;">When service rep capacity reaches 99.1%, the service rep is shown as 100%. Small work of less than 1% can be routed to the service rep.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Interruptible Capacity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 "> <p>The percentage of the service rep’s total capacity for interruptible work that’s being used.</p> <ul> <li>0–49% capacity is shown with a green icon</li> <li>50–79% capacity is shown with a yellow icon</li> <li>80–100% capacity is shown with a red icon</li> </ul> <p style="margin-bottom:0;">When service rep capacity reaches 99.1%, the rep is shown as 100%. Small work of less than 1% can be routed to the service rep.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">ACW</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">Amount of time the service rep spent on closing tasks after a conversation. Short for After Conversation Work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Workload</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">The total size of the service rep's assigned and open work that uses primary capacity compared to the service rep’s capacity set in the presence configuration. The work size is based on the routing configuration when the work is assigned. </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Channels</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 ">The service rep’s associated Service Channels (for service reps in an online status), so you know what types of work the available service rep can handle.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Assigned Queues</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 "> <p>Omni-Channel-enabled Salesforce queues that the service rep can receive work through in Omni-Channel.</p> <p style="margin-bottom:0;">The Assigned Queues column is shown only in orgs that use Omni-Channel queues-based routing.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e63 ">Skills</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e66 "> <p>Skills that are assigned to the service rep.</p> <p style="margin-bottom:0;">The Skills column is shown only in orgs that use Omni-Channel skills-based routing.</p> </td> </tr> </tbody> </table> ## Service Rep Detail Fields When you click the name of a service rep in the All Agents view of the Service Reps tab, the Current Work section provides this information about the service rep’s current work. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154036e280">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d154036e283">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">Salesforce object type for the work, such as Lead, Case, or SOS.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">Information from the assigned compact layout for the object and record type, which provides more context about the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Queue</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">The Omni-Channel-enabled queue used to assign and route the work to the service rep.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Skills</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">The list of skills applied to the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">INTR</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">A Boolean showing whether the work is interruptible or not. A check mark indicates interruptible work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Work Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">The size of the Omni-Channel work item based on the routing configuration associated with the queue.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 "> <p dir="ltr">Omni-Channel work status. It includes:</p> <ul> <li>Assigned work items in the service rep’s Omni-Channel component waiting for acknowledgment.</li> <li>Open work items that are assigned to a service rep and are in the service rep’s inbox.</li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Requested Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">Date and time when the item was assigned to the Omni-Channel-enabled queue, which triggers the routing.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Assigned Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">Date and time when Omni-Channel pushed and assigned the item into the service rep’s Omni-Channel component.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Accepted Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">Date and time that the item was accepted, either by the service rep or by auto-accept. Accepted items are opened in the service rep’s inbox.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Handle Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">How long the item has been open with the service rep. It’s calculated using the difference between “now” and when the service rep accepted the work.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e280 ">Speed to Answer</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d154036e283 ">How quickly the service rep responds to work requests. It’s calculated using the difference between when the work was requested and when the service rep accepted it.</td> </tr> </tbody> </table> ## Agents by Queue Fields The Agents by Queue view in the Service Reps tab contains fields with information about the work service reps are doing in your Omni-Channel queues. | Column | Description | | --- | --- | | Queue | The name of the Omni-Channel queue used to assign and route work to the service rep. Only queues containing at least one service rep in an Online or Away state are shown. | | Total | Total number of service reps in the queue. | | \# Online | Number of service reps with an Online status. | | % Online | Percentage of service reps in the queue who have an online status. | | \# Away | Number of service reps with an Away status. | | \# At Capacity | Number of service reps who are at capacity. | | % At Capacity | Percentage of service reps in the queue who are at capacity. | | \# Idle | Number of service reps who are idle. Idle service reps have no current work, with 0% capacity consumed. | | % Idle | Percentage of service reps in the queue who are idle. | | Average Capacity | Average capacity among the online and away service reps in the queue. | <!-- document id=921de16432be1e15297f981e6eb83afb4b706a63dd264f1a2893941db3fb6037 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_srvc_rqst.md --> # Service Requests for IT Asset Management Streamline IT hardware and service fulfillment with direct employee self-service channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Replacing generic case objects with purpose-built service requests gives IT teams an auditable, consolidated view of hardware workflows. This reduction in technical debt simplifies operations. Employees submit access requests, provision hardware, schedule returns, and update active requests without manual IT intervention. ## Intake and Creation Channels Employees initiate service requests through multiple self-service entry points: - **Agentforce Employee Portal**: Browse the Unified Service Catalog to locate organized offerings such as Hardware Requests. See [Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&type=5&language=en_US). - **Collaboration Tools**: Trigger service requests directly within conversational channels in Slack and Microsoft Teams. - **Conversational AI**: Interact with AI agents by using natural language to submit details, check status, or update active requests in comment threads. - **Knowledge Articles**: Open a relevant service request directly from an asset knowledge article page on the portal. See [Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&type=5&language=en_US). - **Incident Conversion**: Generate a standard service request directly from an active incident record when disruptions require standard provisioning or access. ## Autonomous Request Modifications and Guardrails To run updates safely before critical fulfillment milestones occur, AI agents evaluate modification requests against predefined stage-based guardrails. | Permitted Autonomous Change | Guardrail and Execution Rule | | --- | --- | | Delivery Address Changes | Allowed until the physical device ships. Automatically updates the Service Request, Fulfillment Order, and Shipment records. | | Request Cancellations | Allowed until shipment. Cancels downstream fulfillment artifacts and releases soft inventory reservations. | | Delivery Preferences | Updates special delivery instructions or timing preferences before shipment. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Execution halts automatically if a request violates a guardrail or contains ambiguous details. The request escalates to the assigned IT fulfiller with full conversation context. ## Administrator Configuration and Behavior - **Conversational Modifications**: Post-submission conversational modifications are enabled by default. Restrict or turn off this behavior by turning off the **Employee Asset Management Agent** or adjusting organizational guardrails in Setup. - **Programmatic Updates**: Programmatic `UPDATE` operations work on Service Request Invocable Actions. Custom Flow and Orchestrator processes run updates directly against active requests. - **Campaign Tracking**: Use the Campaign lookup field on bulk asset tracking entities. Maintain centralized tracking for rollouts, hardware refreshes, and employee offboarding campaigns. ## Service Catalog Templates Admins install preconfigured catalog templates to standardize intake for hardware and endpoint services. Available templates include: - Request New Laptop - Request New Monitor - Request Laptop Hardware Upgrade - Request Device Return - Report a Lost Device ## Unified Status Lifecycle Every service request moves through a structured status model to provide transparent tracking from intake to resolution: **Draft** → **Submitted** → **Approved** → **Assigned** → **In Progress** → **Completed** → **Closed** or **Canceled**. Complex multi-step workflows dynamically update status to **Waiting** between stages. For example, a Hardware Refresh involves delivering a new device while reclaiming an old one. This state alerts the fulfiller that an intermediate action is required. Employees monitor lifecycle progression in real time on the portal's **My Tickets** tab. #### See Also - [Endpoint, Hardware, and End-User Service Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prnt.htm&type=5&language=en_US) - [Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&type=5&language=en_US) - [Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&type=5&language=en_US) - [Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_parent.htm&release=264.0.0&type=5 "Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.") - [IT Service Catalog Library](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_catalog_libry.htm&release=264.0.0&type=5 "Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements.") - [Request New Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_request_hw.htm&release=264.0.0&type=5 "Request internal IT devices like laptops, monitors, or phones through the self-service portal. This process automatically generates a service request record for the IT fulfillment team to process and distribute your device.") - [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests.") <!-- document id=ba9da1e7d6c6beb65e1e96af4518770d95f72787e2dc19d75da4d0322df785e6 url=/admin/current/en-us/service/264-0-0/fs_resource_fields.md --> # Service Resource Fields for Field Service Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Service Resource Service resources represent individual users or groups of users, known as service crews, who can complete field service work. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e78">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Active</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">When selected, this option means that the resource can be assigned to work orders. For service tracking purposes, resources can’t be deleted, so deactivating a resource is the best way to send them into retirement.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Capacity-Based</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 "> <p>Capacity-based resources are limited to a certain number of hours or appointments in a specified time period.</p> <p style="margin-bottom:0;">The Capacities related list shows a resource’s capacity.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">The description of the resource.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Include in Scheduling Optimization</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">Use only if the Field Service managed package is installed. When selected, this option checks whether the resource can be assigned to service appointments during the optimization process. To be included in optimization, resources need the Field Service Scheduling permission set license. If this option is selected and the resource doesn’t have the permission set license, the user creating the service resource is prompted to assign it.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">The location associated with the service resource. For example, a service vehicle driven by the service resource.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">The resource’s name. This name can be the name or title of the associated user or crew.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Resource Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 "> <p>Indicates whether a resource is a technician (mobile worker), dispatcher, or crew. Resources who are dispatchers can’t be capacity-based or included in schedule optimization. Only users with the Field Service Dispatcher permission-set license can be dispatchers. You can’t add additional resource types. </p> <p style="margin-bottom:0;">Field Service users can see Asset as a picklist option in the Resource Type field. But you can’t save the record when you select Asset if you don’t have access to Lightning Scheduler. To schedule assets with Salesforce Field Service, contact your account executive to get the required license.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">Service Crew</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 "> <p>The associated service crew. If the service resource represents a crew, select the crew.</p> <p style="margin-bottom:0;">This field is hidden for all users by default. To use it, update its field-level security settings in Setup and add it to your service resource page layouts.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e78 ">User</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e81 ">The associated user. If the service resource represents a crew instead of a single user, leave this field blank. </td> </tr> </tbody> </table> ## Resource Absence Resource absences are periods of time when a service resource isn’t available to work. | Field Name | Description | | --- | --- | | Absence Number | (Read only) An auto-generated number identifying the absence. | | Absence Type | The type of absence: Meeting, Training, Medical, or Vacation. You can add custom values if needed, but the name Break is reserved for the managed package. | | Address | The address associated with the absence. | | Description | The description of the absence. | | End Time | The date and time when the absence ends. | | Resource Name | The absent service resource. | | Start Time | The date and time when the absence begins. | ## Resource Capacity A service resource’s capacity indicates how much work the resource can perform in a specified time period. | Field Name | Description | | --- | --- | | End Date | The date the capacity ends, such as the end date of a contract. | | Name | (Read only) An auto-generated number identifying the capacity record. | | Hours per Time Period | The number of hours that the resource can work per time period. You must fill out this field, the Work Items per Time Period field, or both. | | Service Resource | The associated resource. | | Start Date | The date the capacity goes into effect. | | Time Period | Day, Week, or Month. For example, if a resource can work 80 hours per month, select **Month** and enter 80 in Hours per Time Period. | | Work Items per Time Period | The total service appointments that the resource can complete per time period. You must fill out this field, the Hours per Time Period field, or both. | ## Assigned Resource Assigned resources are service resources who are assigned to a service appointment. They appear in the Assigned Resources related list on service appointments. Assign a service appointment to a service crew by creating an assigned resource record that is linked to the service resource record representing the crew. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e402">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e405">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Actual Travel Time (Minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 ">The actual travel time in minutes to the work site.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Assigned Resource Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 ">An auto-generated number identifying the assigned resource.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Estimated Travel Time (Minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 "> <p>The estimated travel time in minutes to the work site.</p> <p style="margin-bottom:0;">If the resource represents a crew, you can’t track individual crew members’ travel time unless you create an assigned resource record for each crew member.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Service Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 ">The related service appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Service Crew</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 "> <p>The service crew assigned to the appointment. Typically, appointments are assigned to crews by creating an assigned resource record that links to the service crew record. If you’re using that approach, you can leave the Service Crew field blank. </p> <p>If you want to assign an appointment to crew members individually so you can track each member’s travel time, create an assigned resource record for each crew member that has both the User and Service Crew fields completed.</p> <p style="margin-bottom:0;">This field is hidden for all users by default. To use it, update its field-level security settings in Setup and add it to your assigned resource page layouts.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 ">The service resource assigned to the appointment.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e402 ">Transaction</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e405 ">The last transaction ID of the scheduling and optimization request that updated this object. The transaction ID is automatically generated and populated by the Enhanced Scheduling and Optimization engine.</td> </tr> </tbody> </table> ## Resource Preference Resource preferences determine which service resources are assigned to field service work. You can designate certain service resources as preferred, required, or excluded on specific accounts or work orders. Work orders inherit their associated account’s resource preferences. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e507">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d50355e510">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e507 ">Preference Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e510 "> <ul> <li>Preferred: Indicates that the customer wants their field service work assigned to the resource</li> <li>Required: Indicates that the resource must be assigned to the customer’s field service work</li> <li>Excluded: Indicates that the customer doesn’t want their field service work assigned to the resource</li> </ul> <p style="margin-bottom:0;">Resource preferences are suggestions, not requirements. You can assign a service appointment to any resource regardless of the related work order’s resource preferences.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e507 ">Related Record</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e510 ">The work order or account with the resource preference.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e507 ">Resource Preference Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e510 ">An auto-generated number identifying the resource preference.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e507 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d50355e510 ">The service resource that is preferred, required, or excluded.</td> </tr> </tbody> </table> #### See Also - [Create Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&release=264.0.0&type=5 "Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them.") - [Guidelines for Creating Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_guidelines.htm&release=264.0.0&type=5 "Learn how to view, create, and manage service resources to keep your field service operation running smoothly.") <!-- document id=2fbb01618bd69218cf75979d546233d772d95a1f9e891b220d565e3974d89d67 url=/admin/current/en-us/service/264-0-0/shift_scheduling_about_service_resource_preferences.md --> # Service Resource Preferences Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Preparing to Use Service Resource Preferences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_service_resource_preferences_1.htm&release=264.0.0&type=5)** After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep’s preference into account. - **[Submit a Service Resource Preference](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_service_resource_preference.htm&release=264.0.0&type=5)** Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences. <!-- document id=bb6b4dfb59b959fa68f68ca0759d92926271dd057c6c1070f74c6928888d74fc url=/admin/current/en-us/service/264-0-0/workforce_engagement_service_resource_preferences.md --> # Service Resource Preferences Show support reps that you care about their well-being, both in and outside of work. Service Resource Preferences allow support reps to specify daily operating hours that they prefer to work. These preferences are considered when a team lead assigns shifts using the scheduling tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> - Preparing to Use Service Resource Preferences After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep's preference into account. - Submit a Service Resource Preference Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you'd like to work. When planners schedule shifts, the scheduling tools consider your preferences. - **[Preparing to Use Service Resource Preferences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_prepare_service_resource_pref.htm&release=264.0.0&type=5)** After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep's preference into account. - **[Submit a Service Resource Preference](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_service_resource_pref.htm&release=264.0.0&type=5)** Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you'd like to work. When planners schedule shifts, the scheduling tools consider your preferences. <!-- document id=24c74829b27750895dcb2c0356954186a9dafaff986e67e853ab3d028e79b8a2 url=/admin/current/en-us/service/264-0-0/fs_territory_fields.md --> # Service Territory Fields for Field Service Service territories, service territory members, and service territory locations have these fields. Sometimes fields aren’t visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Service Territory Service territories represent regions in which field service work can be performed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112358e78">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112358e81">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Active</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">Indicates whether the service territory is meant to be used. If a territory is inactive, you can’t add members to it or link it to work orders, work order line items, or service appointments.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 "> <p>An address to associate with the territory. For example, you can list the address of the territory’s headquarters. A service territory’s primary members use its address as their home base unless a different address is specified on the member record. If the Field Service managed package is installed, the home base is used to calculate travel for the first and last leg of the day.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> When defining an address, make sure that it’s geocoded. Entering a street address can be a requirement.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Average Travel Time (in minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The average travel time for the service territory in minutes. The value is added to the Work Capacity Usage for each scheduled service appointment in the service territory. The average travel time must include both travel time and the travel time buffer, if defined. See <a href="https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_usage.htm&release=264.0.0&type=5" title="When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream.">Work Capacity Usage (WCU)</a>.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The description of the territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The name of the territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Operating Hours</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The territory’s operating hours, which indicate when service appointments within the territory occur. Service resources who are members of a territory automatically inherit the territory’s operating hours unless different hours are specified on the service territory member record.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Parent Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The territory’s parent service territory, if it has one. For example, a Northern California territory can have a State of California territory as its parent.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Top-Level Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">(Read only) The top-level territory in a hierarchy of service territories. Depending on where a territory lies in the hierarchy, its top-level territory can be the same as its parent.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Travel Mode</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">The travel mode used for travel time calculations. The travel mode includes information about the type of transportation, such as a car or walking, whether a vehicle can take toll roads, and whether a vehicle is transporting hazardous materials.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e78 ">Typical In-Territory Travel Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e81 ">Estimated number of minutes needed to travel from one location to another within the service territory. You can use this field in Apex customization.</td> </tr> </tbody> </table> ## Service Territory Member Service territory members are service resources who are available to work in the service territory. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112358e212">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112358e215">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The member’s address. For example, you can list the related service resource’s address in this field.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The date when the service resource is no longer a member of the territory. If the resource is scheduled to work in the territory for the foreseeable future, leave this field blank. This field is useful for indicating when a temporary relocation ends.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Member Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">(Read only) An auto-generated number identifying the service territory member.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Operating Hours</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The member’s operating hours, which are inherited from the service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The service resource assigned to the service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The service territory that the service resource is assigned to.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 ">The date when the service resource becomes a member of the service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e212 ">Territory Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112358e215 "> <ul> <li>Primary: Where the resource works most often. For example, near their home base. Service resources can have only one primary territory at a given time.</li> <li>Secondary: Where the resource can be assigned to appointments if needed. Service resources can have multiple secondary territories with overlapping dates.</li> <li>Relocation: Representing a temporary move. Resources with relocation territories are always assigned to appointments within their relocation territories during the specified relocation dates.</li> </ul> <p>For example, a service resource can have these territories.</p> <ul> <li>Primary territory: West Chicago</li> <li>Secondary territories:<ul> <li>East Chicago</li> <li>South Chicago</li> </ul> </li> <li>Relocation territory: Manhattan, for a 3-month period</li> </ul> </td> </tr> </tbody> </table> ## Service Territory Location Service territory locations represent locations that belong to a service territory, such as a warehouse located inside a territory. | Field Name | Description | | --- | --- | | Location | The related location. | | Service Territory | The related service territory. | | Service Territory Location Number | An auto-generated number identifying the territory location. | #### See Also - [Create Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_territories.htm&release=264.0.0&type=5 "Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level territories first.") - [Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_territory_guidelines.htm&release=264.0.0&type=5 "Learn how to use service territories to track where your field service team works and to organize your field workforce.") <!-- document id=13911821bde64722626b47cafaa8699f79434d8d8b950959ed1640856a4e1cd1 url=/admin/current/en-us/service/264-0-0/bots_service_language_set.md --> # Set a Bot Conversation Language You can easily define a bot conversation language at the beginning of the conversation. End users can then select their preferred language and switch to the translated text. You can also set the preferred language variable using browser information or based on a URL. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40917e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40917e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40917e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> For bots with multiple languages, set the preferred language as early as possible in the conversation to deliver an immersive experience. You can create a variable to store the language and add a dialog to manually set it inside the conversation. You can also write custom code to define the preferred language based on data from the source website or browser metadata. If you code to set the language in the background, include a dialog to manually change the language if the set language is incorrect. To create a bot conversation language selection dialog: 1. In the Bot Builder menu, select **Variables**. Click **New**. 2. Create a variable with a Custom Type and a Text Data Type, and then save your changes. 3. In the Bot Builder menu, select **Entities**. Click **New**. 4. Create an entity with a Data Type of Text and Extraction Type of Value, and then save your changes. 5. Click the name of your new entity. Set your primary language as the active language using the language dropdown. 6. To add values, click **Add** next to Value List. ![You can add many languages to one value.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_entity.png) 7. Enter a value and an alternative value for each supported language. Make sure that the value matches the language code of the supported languages, as they’re the same across all languages. The alternative values, separated by commas, define ways that the language can be entered by an end user. Einstein Bots only supports translations for the languages listed in [Set or Update a Bot Primary Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language.htm&release=264.0.0&type=5 "Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER)."). 8. Change the active language to each secondary language, and provide values and alternate values. 9. In the Bot Builder menu, select **Dialogs**. Click ![To add a new dialog, use the plus icon in the dialog list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_plus_dialog.png), and then **New Dialog**. 10. To add a question dialog step, click ![Add a new dialog step using the plus icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_dialog_element.png) in the dialog, then select **Question**. 11. In the Bot Asks field, ask the end user to select their preferred language. Select the custom entity and variable. ![Add a question dialog step with language choices.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_question.png) 12. In Choice Type, select Static, and include options for all available languages. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The static options include one of the alternative values from your entity. Including multiple variations of alternative values covers cases where the end user chooses not to select the static choices and types in a value instead. 13. Add a Rule Dialog Step without a condition. Select **Set Conversation Language** as the Rule Action and your custom variable as the Variable Name. 14. Add a message dialog step with a message confirming the language has been set to the selected language. ![To set the conversation language, add a rule dialog step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_rule_mesage.png) 15. In the Next Step section, select **Start another dialog**, select the **Main Menu** dialog, and then save your changes. To enter secondary language translations, change your active language to each secondary language, and click into the Dialog Translations tab. Save your changes. ![Translate your language selection text into all included languages.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_multilang_translate_selection.png) <!-- document id=7e6dac09179a32c6af26a72a4bde66857eabc537f9ade31b0f0b000324d69e5a url=/admin/current/en-us/service/264-0-0/it_srvcs_set_a_default_assignment_rule_for_it_services.md --> # Set a Default Assignment Rule for IT Services Set a default assignment rule for an object so matching records are routed using the selected assignment rule. You can create multiple assignment rules for an object, but only one assignment rule can be active at a time for an object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> 1. From the App Launcher, go to **Agentic IT Service Desk**. 2. Switch to **IT Services Assignment** from the navigation menu. 3. On the IT Services Assignment page, click **Activate Assignment Rules**. 4. Select **Manage**. 5. Select the object you want to associate the assignment rule for. You can select from: - Incident - Problem - Change Request - Release - Service Request 6. From the **Assignment Rule Name** dropdown, select an assignment rule or remove an existing assignment rule mapping. When you select No assignment rule, records for the selected object are no longer routed using a default assignment rule. 7. Select the assignment rule you created from the **Assignment Rule Name** dropdown. 8. Save the changes. <!-- document id=207436c7bf8966f0479f5eda42b3a34083f3e000714d28cc10ef54e07cdcc11a url=/admin/current/en-us/service/264-0-0/omnichannel_set_access_presence_statuses.md --> # Set Access to Presence Statuses After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When a support rep logs into a standard app, they only see presence statuses that include channels that use status-based capacity. If a presence status includes a channel that uses tab-based capacity, the presence status is hidden in standard apps. ## Give Users Access to Presence Statuses with Permission Sets Make presence statuses available to service reps who are assigned to certain permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38447e87">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e87 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e87 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e87 ">To modify permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e87 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. You can give users access to presence statuses through permission sets, or alternatively, through profiles. 1. In Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click the name of the permission set to which you want to give access to statuses. 3. Click **Service Presence Statuses Access**. 4. Click **Edit**. 5. Select the presence statuses that you want to associate with the permission set. Service reps who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them. 6. Click **Save**. ## Give Users Access to Presence Statuses with Profiles Make presence statuses available to service reps who are assigned to certain profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38447e213">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e213 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e213 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e213 ">To modify profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38447e213 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. You can give users access to presence statuses through profiles, or alternatively, through permission sets. 1. In Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Click the name of the profile to which you want to give access to statuses. Don’t click **Edit** next to the profile name. If you do, you won’t see the correct page section where you can enable statuses. 3. In the Enabled Service Presence Status Access section, click **Edit**. 4. Select the presence statuses that you want to associate with the profile. Service reps who are assigned to this profile can sign in to Omni-Channel with any of the presence statuses that you make available to them. 5. Click **Save**. <!-- document id=8f04f611ba2c3ae4b18739efc5cbbb2e0be059b65ece70138f2c2fe69d48228a url=/admin/current/en-us/service/264-0-0/knowledge_article_importer_03parameters.md --> # Set Article Import Parameters Specify import parameters in a property file using key names and corresponding values. For example, use the key `DateFormat` to specify that a date custom field appears in the `DateFormat=dd/MM/YYYY` format. Or, specify the character encoding and field separator used for the import file. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d183042e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e64 ">To import articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e64 "> <p>Manage Salesforce Knowledge </p> <p>AND</p> <p>Manage Articles</p> <p>AND</p> <p>Manage Knowledge Article Import/Export</p> <p>AND</p> <p style="margin-bottom:0;">Read, Create, Edit, and Delete on the article type</p> </td> </tr> </tbody> </table> 1. Create a file with required parameters, as described in this table. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33%"> <col style="width:33.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183042e119">Key</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183042e122">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183042e125">Default Value</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e119 ">DateFormat</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e122 ">Format of the date to read in the .csv file</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e125 ">yyyy-MM-dd</td> </tr> <tr class=""> <td data-label="Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e119 ">DateTimeFormat </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e122 ">Format of the date and time to read in the .csv file</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e125 ">yyyy-MM-dd HH:mm:ss</td> </tr> <tr class=""> <td data-label="Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e119 ">CSVEncoding </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e122 ">Character encoding used to read the .csv file</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e125 ">ISO8859_15_FDIS</td> </tr> <tr class=""> <td data-label="Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e119 ">CSVSeparator</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e122 ">.csv field separator</td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e125 ">,</td> </tr> <tr class=""> <td data-label="Key" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e119 ">RTAEncoding</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e122 "> <p>Default encoding used for the HTML files (if not specified in the <code>charset</code> attribute from the HTML <code>meta</code> tag).</p> <p style="margin-bottom:0;">Salesforce does not support UTF-32 character encoding. We recommend using UTF-8. If you use specify UTF-16 character encoding, ensure that your HTML files specify the right byte-order mark.</p> </td> <td data-label="Default Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d183042e125 ">ISO8859_15_FDIS</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Specify only Java date formats. Make sure that the date format is not misleading. For example, if you choose the format yyyy-M-d, a date entered as 2011111 can be interpreted as 2011-01-11 or 2011-11-01. Specify at least: - Two digits for month and day format (MM, dd) - Four digits for year format (yyyy) If a date in the .csv file does not match the date format specified in the property file, the related article is not imported. 2. Save the file with the .properties extension. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Example `offerarticlesimport.properties` property file: ``` DateFormat=yyyy-MM-dd DateTimeFormat=yyyy-MM-dd HH:mm:ss CSVEncoding=ISO8859_15_FDIS CSVSeparator=, RTAEncoding=UTF-8 ``` [Create a .zip file](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_04zip.htm&release=264.0.0&type=5 "To complete your article import, create a .zip file with your parameters, .csv, and .html files, and upload them to Salesforce Knowledge.") and import into Salesforce Knowledge. #### See Also - [Create an Article .zip File for Import](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer_04zip.htm&release=264.0.0&type=5 "To complete your article import, create a .zip file with your parameters, .csv, and .html files, and upload them to Salesforce Knowledge.") - [Import External Content into Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_importer.htm&release=264.0.0&type=5 "Import external articles or an information database into Salesforce Knowledge. To move content from Classic to Lightning Knowledge, use the migration tool.") <!-- document id=59b310c3cae68d5a7406da3b04d5fb5e08777a8d846c063339fd674ecb6684b7 url=/admin/current/en-us/service/264-0-0/embedded_menu_branding.md --> # Set Branding for the Channel Menu After you create a channel menu for your Salesforce site or Experience Cloud site, customize the button colors, header background, and font to reflect your company’s brand. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d168488e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d168488e61 ">To set up a channel menu:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d168488e61 ">Customize Application AND Modify Metadata</td> </tr> </tbody> </table> Before you start, get your company’s brand color codes from the team that maintains your website. Select colors by providing the hey code or RGB value, or by selecting from the color picklist. Here’s a side-by-side comparison of a channel menu before and after light branding. The button and header background colors were changed in Branding. The Header text was changed in [Labels](https://help.salesforce.com/s/articleView?id=service.embedded_menu_labels.htm&release=264.0.0&type=5 "Customize the text that appears in the channel menu on your website or Experience Cloud site. You can use the existing default labels or create custom labels for your menu header and channel names. Additional steps are required for translated labels.").![Side by side comparison of a Channel Menu before and after changing the colors and header text.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/channel_tools/channel_menu_branding_1.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Some fonts aren’t supported on mobile browsers. If you select a font that isn’t available for a mobile user, the browser’s default font is displayed. From the Channel Menu Settings page, select **Edit** for Branding. Follow the steps to customize your buttons: 1. From Setup, enter Channel Menu in the Quick Find box and select **Channel Menu**. 2. Click the name of the channel menu you want to edit. 3. In the Branding section, click **Edit**. 4. Select Button and Button Icon colors. Add your hex code or RGB code, or select a color. 5. Use the default button and close icons, or add custom URLs to replace them. 6. Expand the Channel Menu Header and Background section and indicate whether to show a header. 7. Select colors for the header background and text, and set your Header Text Alignment. 8. Add an optional Header Background Image URL or leave blank for a solid color. 9. Customize the main panel with a Menu Background Color, Menu Text Color, Menu Text Hover Color, and Menu Background Hover Color. 10. Select **Show lines between items** to show horizontal lines between your menu items, and select a Horizontal Line Color. 11. Select a preferred font for your menu and choose a base font size. If you select a custom font, the font must be hosted on your web server. 12. Check your branding selections in the Preview window. Custom fonts and custom buttons don’t appear. If your Preview window is empty or missing a channel, check your menu item settings. 13. Save your changes. Keep these considerations in mind when customizing your fonts, font size, and background image: - Some fonts aren’t supported on mobile browsers. If you select a font that isn’t available for a mobile user, the browser’s default font is displayed. - The header height can’t exceed 75 pixels. <!-- document id=382f63432057919113a37f67095942ca86c822d998648db441fb0eccb6d4d51a url=/admin/current/en-us/service/264-0-0/customize_supporthours.md --> # Set Business Hours Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d95884e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95884e60 ">To set business hours:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95884e60 ">Manage Business Hours Holidays</td> </tr> </tbody> </table> Setting business hours lets you apply specific time zones and locations to: - Milestones in entitlement processes - Entitlement processes - Cases - Case escalation rules You can also make the Business Hours field available on the Case Layout page so that your service reps can set the times a support team is available to work on the case. By default, business hours are set 24 hours, seven days a week in the default time zone specified in your organization's profile. Additionally, users with the “Customize Application” permission can add business hours to escalation rules so that when the details of a case match the criteria of an escalation rule, the case is automatically updated and escalated with the times and location on the rule. For example, a case updated with Los Angeles business hours escalates only when a support team in Los Angeles is available. To set business hours: 1. From Setup, enter Business Hours in the Quick Find box, then select **Business Hours**. 2. Click **New Business Hours**. 3. Type a name for the business hours. We recommend using a name that will remind users of a location or time zone when they view business hours on a case, entitlement process, or milestone. For example, if your business hours are for a support center in San Francisco, you could use the name San Francisco Business Hours. 4. Click Active to allow users to associate the business hours with cases, escalation rules, milestones, and entitlement processes. 5. Optionally, click Use these business hours as the default to set the business hours as the default business hours on all new cases. Default business hours on cases can be updated with business hours on escalation rules if the cases match escalation rule criteria and the rule is set to override business hours. 6. Choose a time zone to associate with the business hours in the Time Zone drop-down list. 7. Set your business hours for each day of the week. - If your support team is available during the entire day every day of the week, select the 24 hours checkbox. - Choose the start and end times for the business hours. If the time you want isn’t available, click the field and type it in. - Leave the business hours start and end times blank and the 24 hours checkbox deselected to indicate that the support team is not available at all that day. 8. Click **Save**. After you have set business hours, you can associate them with: - Escalation rules, so that when the details of a case match the criteria of an escalation rule, the case is updated and escalated with the business hours on the rule. - Holidays, so that business hours and any escalation rules associated with business hours are suspended during the dates and times specified in holidays. - Milestones, in entitlement processes so that business hours can change with the severity of a case. - Entitlement processes, so that you can use the same entitlement process for cases with different business hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note All users, even those without the “View Setup and Configuration” user permission, can view business hours via the API. - **[Guidelines for Setting Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours_guidelines.htm&release=264.0.0&type=5)** To make your support processes more accurate, define when your support team is available to help customers. There are a few guidelines to keep in mind as you set business hours. #### See Also - [Set Up Support Holidays](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays.htm&release=264.0.0&type=5 "Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times.") <!-- document id=acbb91cf0ff791a534e3c6595aa05e31489f68c0dbcbc8f1093245352a65d0a0 url=/admin/current/en-us/service/264-0-0/miaw_business_hours.md --> # Set Business Hours in Enhanced Chat Don’t leave your customers waiting. Prevent customers from starting new messaging sessions outside of your business hours. After setting business hours, the Enhanced Web Chat button disappears when you’re not working, and Enhanced In-App Chat customers see a banner letting them know that your business hours are over. Use the API to prevent incoming Enhanced In-App Chat conversations outside of business hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_business_hours__d1220e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_business_hours__d1220e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159791e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159791e98 ">To create business hours:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159791e98 ">Manage Business Hours Holidays</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159791e98 ">To add business hours to your deployment:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159791e98 ">Customize Application AND Modify Metadata Through Metadata API Functions </td> </tr> </tbody> </table> 1. [Create a business hours record](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&type=5&language=en_US). 2. From Setup, enter Embedded Service Deployments, and click **Embedded Service Deployments**. 3. Click the dropdown arrow to the right of your deployment, and select **View**. 4. Click **Edit Settings**. 5. In the Business Hours field, select your business hours record. 6. Save your changes. 7. On the Settings page for your deployment, click **Publish**. After adding business hours to your Enhanced Web Chat deployment, the chat button appears only during your business hours. Outside of business hours, Enhanced In-App Chat displays a banner that lets the customer know when it’s outside of business hours. ![Business hours banner on Enhanced In-App Chat deployment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_in_app_outside_business_hours.png) To prevent incoming conversations outside of business hours, override business hours rules, or hide or show your chat button at different times, see [Show and Hide the Chat Button in Enhanced Web Chat](https://developer.salesforce.com/docs/service/messaging-web/guide/show-hide-chat.html). - **[Create a Case When a Messaging Session Starts Outside of Your Business Hours](https://help.salesforce.com/s/articleView?id=service.miaw_create_case_outside_business_hours.htm&release=264.0.0&type=5)** Let end users submit a case when trying to message outside of business hours. Use an Apex class and a bot to run a business hours check, then create the case from a flow. #### See Also - [_Developer Guide:_ Show or Hide the Chat Button on Page Load](https://developer.salesforce.com/docs/service/messaging-web/references/m4w-reference/settingsAPI.html) <!-- document id=c8aac0225748559d935a68770cf74f612efa7a490ee2321aad0d09fa968fe160 url=/admin/current/en-us/service/264-0-0/afcc_sv_calling_hours.md --> # Set Calling Hours for WhatsApp Voice Channel Define the hours that you're available to receive calls from your customers. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d134151e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134151e70 ">To set calling hours:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134151e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set </p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Communications Channels, under All Channels, click your WhatsApp voice channel to open it. 2. From the Voice tab, under Call Settings, in Set Call Availability, click **Manage**. 3. Select your time zone and the days that you’re available. For each available day, enter the start and end time for receiving calls. 4. To set business holidays, in the Holidays section, click **New Holiday**. 5. Click **Update**. <!-- document id=e58ce9c7e18575a5d0927c7a82c46ffb50048a0b9564d0085d66a98d14ba23f6 url=/admin/current/en-us/service/264-0-0/pfs_custom_permissions.md --> # Set Custom Permissions for Field Service The Field Service managed package includes custom permissions that control users’ access to actions and views. For example, you can control access to bulk actions, such as dispatching, optimizing, and scheduling, or the ability to drag appointments in the Gantt. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The custom permission sets apply only to the Field Service Classic Dispatch Console actions and views. The list of Custom Permissions is on the Custom Permissions page in Setup. To assign them to users, add the custom permissions to a permission set. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. Select the permission set and then select **Custom Permissions**. For example, add them to the Field Service Admin, Field Service Dispatcher, and Field Service Community Dispatcher custom permission sets before adding assigned users. Optionally, you can give users the extended custom permissions marked in the table. To use these permissions, add them to users, and then activate them in **Field Service Settings** | **Dispatcher Console UI** | **Extended Custom Permissions**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you activate the extended permissions without first adding them to users, you make the Gantt read-only. Activation is required only after in existing orgs and is irreversible. **Extended Custom Permissions** is automatically activated in Salesforce as of Summer ’20. The managed package custom permissions use the FSL namespace prefix. | Custom Permission | Description | | --- | --- | | Abort Optimization Request | Abort an optimization request from the Gantt. | | Bulk Bundle | Bundle selected appointments from the appointment list. | | Bulk Dispatch | Dispatch selected appointments from the appointment list. | | Bulk Optimize | Submit an optimization request from the appointment list. | | Bulk Schedule | Schedule selected appointments from the appointment list or from polygons. | | Bulk Unbundle | Unbundle selected appointments from the appointment list. | | Bulk Unschedule | Unschedule selected appointments from the appointment list or from polygons. | | Create Absences from Gantt | Create resource absences on the Gantt. | | Create Custom Gantt Filters | Create custom filters for appointments on the Gantt. | | Do Not Use Google Maps | Prevent Google Maps from showing in the Classic Dispatch Console. To prevent it from showing, you must create a custom permission with the API name Do\_Not\_Use\_Google\_Map. See [Create Custom Permissions](https://help.salesforce.com/s/articleView?id=platform.custom_perms_create.htm&language=en_US). | | Fill-in | Fill in schedule gaps from the resource action menu. | | Fix Overlaps | Resolve overlapping appointments from the resource action menu. | | Enable Check Rules - All Services | Initiate a rule validation check on demand. This checks rules for all services loaded on the Gantt when the rule validation frequency isn’t **Always**. | | Enable Gantt Locker | Lock and unlock the Gantt chart using the Gantt locker. This action also disables dragging appointments to the Gantt from the appointment list or map. Standard and custom actions on the appointment list and map are still shown and enabled according to your org’s setup. This permission is an extended custom permission. | | Gantt - Enable Adjusting Duration | Edit the start and end time of a service appointment or resource absence on the Gantt. | | Gantt - Enable Gantt Policy Picker | Select a nondefault policy for scheduling and calculating rule violations. This permission is an extended custom permission. | | Gantt and List - Bundle and Unbundle | Bundle and unbundle service appointments from the Gantt or from the appointment list. | | Gantt and List - Enable Bulk Check Rule | Check rules for multiple service appointments from the Gantt or from the appointment list. | | Gantt and List - Enable Check Rules | Check rules for a single service appointment from the Gantt or from the appointment list. | | Gantt and List - Show Get Candidates | Find resources for an appointment from the appointment list or from the Gantt. This permission is an extended custom permission. | | Gantt and Map - Enable Drag and Drop | Drag selected services and resource absences from the appointment list, map, or Gantt, and place them on the Gantt. This permission is an extended custom permission. | | Gantt Palettes Edit | Create, edit, and delete Gantt palettes. | | Gantt Palettes View | View the Palettes tab in the Gantt, and apply the selected palette. | | Gantt - Show Change Status Action | Change the status from the Gantt. Without this permission, users can’t dispatch from the map. This permission is an extended custom permission. | | Gantt - Show Pin Service | Pin or unpin appointments from the Gantt. This permission is an extended custom permission. | | Gantt - Show Unschedule | Unschedule appointments from the Gantt. This permission is an extended custom permission. | | Group Nearby | Adjust the schedule on the Gantt to find other appointments on that day that are close to the selected appointment. | | Hide map on Emergency Wizard | Hide the map view in the Emergency Wizard to show only candidates. | | Hide Live Positions from Classic Dispatch Console Map | Hide the Live Positions marker from the Classic Dispatch Console map. | | Hide Actual Routes from Resource Map | Hide the Actual Route from the service resource’s map. | | Hide Live Positions from Resource Map | Hide the Live Positions marker from the service resource’s map. | | Hide Resource’s Last Seen Time from Gantt | Hide the service resource’s Last-Seen indicator from the Gantt. | | Include Keep Scheduled in Optimize Window | Show the Keep Scheduled Criteria setting in the Optimize window. | | Longterm View | Show the Long-Term Gantt view in the Classic Dispatch Console. When this permission is enabled, the Long-Term Gantt view replaces the multi-day view. | | Map Polygons - Show In Jeopardy | Show the In Jeopardy flag from a map polygon. This permission is an extended custom permission. | | MDT View | Show the multi-day view in the Classic Dispatch Console. The Long-Term Gantt view replaces the multi-day view. | | Monthly Utilization | Show utilization in the Gantt resolution menu in the top-right corner. | | Policy Picker in Appointment Booking | Change the scheduling policy in the Book Appointment action. | | Policy Picker in Get Candidates | Change the scheduling policy in the Get Candidates action. | | Polygons - create\\update | Create and update map polygons. | | Polygons - view | View map polygons. | | Publish custom Gantt filters | Share custom filters for appointments on the Gantt. | | Reshuffle | Reshuffle appointments from the appointment action menu or when you right-click services on the Gantt. | | Resource Schedule Optimization | Optimize a resource’s schedule from the resource action menu. | | Schedule | Schedule an appointment from the appointment list or from the map. | | Service List View - Canceled | Show the Canceled appointment list. | | Service List View - Contractors | Show the Contractors appointment list. | | Service List View - Crews | Show the Crews appointment list. | | Service List View - Exclude Bundle Members | Show service appointments that aren’t bundle members in the appointment list. | | Service List View - Flagged | Show the Flagged appointment list. | | Service List View - Gantt | Show the Gantt appointment list. | | Service List View - In Jeopardy | Show the In Jeopardy appointment list. | | Service List View - Rule Violating | Show the Rule Violating appointment list. | | Service List View - Scheduled | Show the Scheduled appointment list. | | Service List View - Selected | Show the Selected appointment list. | | Service List View - Todo | Show the Todo appointment list. | | Service List View - Unscheduled | Show the Unscheduled appointment list. | | Streaming API | After activating Gantt Live Updates, use the streaming API to send live streaming updates of the Gantt. When this permission is disabled, users see only Gantt changes timed using the interval defined in **Field Service Settings** | **Dispatcher Console UI** | **Timed Updates**. | | Utilization on Service Territory | For the selected Gantt horizon, view utilization percentages for each territory’s workforce. | | View resource on secondary STM | Show a resource’s secondary territory membership on the Gantt. | ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example To limit the dispatchers who can optimize your schedule so the system isn’t bogged down with optimization requests, remove custom permissions for bulk actions in the Classic Dispatch Console: - FSL.Bulk Dispatch - FSL.Bulk Optimize - FSL.Bulk Schedule - FSL.Bulk Unschedule A user with the FSL.Bulk Optimize custom permission sees the **Optimize** action. Users without it can’t run an optimization. Removing any of these custom permissions hides the action in the user interface. <!-- document id=82b0ab7a49ca675fdca26190ce2958fd804de8c2f7bbb5454b1a1b64e63cb344 url=/admin/current/en-us/service/264-0-0/wfs_set_default_statuses_categories.md --> # Set Default Statuses for Categories Set the default service appointment status that scheduling applies at each stage of an appointment's lifecycle. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16159e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16159e64 ">To set default statuses for categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16159e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> After you create service appointment statuses and map each one to a status category, set the default status for the categories that automated scheduling uses. Set default statuses separately for each scheduling method that's enabled in your org: field and on-site. We recommend the following default statuses. | Automated stage | On-Site | Field | | --- | --- | --- | | A service resource is assigned to the appointment. | Scheduled | Scheduled | | The appointment is sent to the assigned resource. | NA | Dispatched | | The appointment is canceled. | Canceled | Canceled | 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Scheduling and Optimization**. 2. For each scheduling method that's enabled in your org, locate the default status settings. 1. For field scheduling, select a default status for each category listed in the table. 2. For on-site scheduling, select a default status for each category listed in the table. 3. Save your changes. <!-- document id=999b5f3450efb6acb484f7fc47bd31668fd0b608c67cdf0b589631770dd15eaa url=/admin/current/en-us/service/264-0-0/afcc_sv_set_dtmf.md --> # Set DTMF Values At a high level, DTMF response values control whether the Play Prompt validates the caller’s DTMF input or simply captures it. The Play Prompt compares the caller’s input with the configured Response Value to decide whether to proceed or retry. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Here are some examples of the workflow for different types of input. ## Single-Digit Menu An example of this scenario is , “Press 1 for Billing, Press 2 for Sales”. - Set the DTMF response values to the supported digits (, 1 and 2). - If the caller enters a configured value, the continues. - If the caller enters another value, the prompt repeats until a valid input is entered or the retry limit is reached. - the Dual-Tone Multi-Frequency output to branch the . ## Multi-Digit Value An example of this scenario is when the caller provides a ten-digit account number. - Pass a variable containing the expected value to the DTMF response value. - The caller’s input is compared against the expected value and if there’s a match the proceeds - If no match is found, turn on **Require Response Retry** to replay the prompt until the caller enters a valid input or reaches the retry limit. - The valid input value is accessible via the Dual-Tone Multi-Frequency output. ## Collect Input without Validation Pass a flow variable with a null or empty value into DTMF Response Value. No comparison is performed, and the system accepts any DTMF input value and passes the value forward via the Dual-Tone Multi-Frequency output. <!-- document id=9f396ba0721272f8d258f98f9ee22cd9368d26b4b87cb155033d9d581c342700 url=/admin/current/en-us/service/264-0-0/sol_translate_status.md --> # Set Multilingual Solution Statuses After you modify a master solution, you can adjust the statuses of each translated solution associated with it and notify users to update those translations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31086e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31086e55 ">To change the status of translated solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31086e55 ">Edit on solutions </td> </tr> </tbody> </table> 1. Choose a status for the translated solution from the Status picklist. For example, Draft, Reviewed, or Duplicate. The picklist values available for you to choose from are set by your administrator. 2. Select the Out of Date checkbox to indicate that the master solution has been updated and that the translated solution may need translating. The translated solution will be marked Out of Date on the Translated Solution related list of the master solution. 3. Select the Send Notification checkbox if you want the last active user who created or modified the solution to receive an email notifying them that the master solution has been updated and that the translated solution may need translating. The user displayed in the Notification Recipient column will receive the email. Email notices are system-generated and cannot be modified. The email notification is in the language of the notification recipient. 4. Click **Save**. #### See Also - [Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5 "The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.") - [Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5 "An alphabetical list of solution fields.") <!-- document id=5151865ea9df6bc699c48d29c87fbf4dd31626e198567e1dd02c5c901802c89c url=/admin/current/en-us/service/264-0-0/afcc_sv_set_cli.md --> # Set Number as Default Caller Line Identifier Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46642e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46642e70 ">To set a default CLI number:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46642e70 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to go to **Communication Channels**. 2. In the Numbers tab, search for the 10-digit long code or toll-free number you want to set as the CLI number. Numbers that are available to be set as default CLI are represented with this icon. ![Numbers that are enable for CLI.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cli_available.png) 3. Click the number to open its details. From Outbound Call Settings, turn on **Set as Default Caller ID**. 4. Click **Yes, Set New CLI.**. 5. To verify that your number has been set as the default CLI, in the Numbers tab, search for your number. An icon next to the number indicates that it's the default CLI. ![Number set as CLI.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_cli_icon1.png) <!-- document id=fc1c66fe26e222aed1184cc4430437d9ae84da56bc94a78cd88fb44559c01b87 url=/admin/current/en-us/service/264-0-0/bots_service_language.md --> # Set or Update a Bot Primary Language Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69544e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69544e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69544e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> To set a primary language for the bot: 1. From setup, enter Einstein Bots in the Quick Find to select Einstein Bots. 2. Click **New**. 3. Select the type of bot to build. Click **Next**. 4. Select the bot's default language. 5. Click **Next** and complete the setup steps. ![The Einstein Bot Setup with a required field for Language.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_language_setup.png) To set the language outside of the Setup Wizard, edit the Bot Overview section of the Overview menu. ![Editing the language on an existing bot through the Bot Overview page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_language_update.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If secondary languages are added to this bot, you can’t update the primary language. <!-- document id=6cacf7b901973c6f24e763a77f2a489c8352e858548a4f8d7ec55ce65bf98caf url=/admin/current/en-us/service/264-0-0/ideas_layouts.md --> # Set Page Layouts for Ideas When you create a custom field for Ideas, you can add it to the Additional Information section that appears on the Post Idea and Idea Detail pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36392e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36392e54 ">To set the layout of a Ideas custom field: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36392e54 ">Customize Application</td> </tr> </tbody> </table> You can specify the order in which a custom field appears in the Additional Information section as well as remove a custom field from these pages without permanently deleting the field from the system. Although it’s possible to move standard fields onto the page layout, by default they already appear in the Idea Detail section at the top of the page and their order is not customizable. However, you can drag the Status field to the Additional Information section to have the status of an idea appear in the page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The label and layout of the Additional Information section can’t be customized. 1. From the object management settings for ideas, go to Page Layouts. 2. Click **Edit**. 3. Select a custom field from the box on the right and drag it to the Additional Information section. Custom fields appear in the order they are placed in the Additional Information section. 4. To display an idea's status to zone members, select the Status field and drag it to the Additional Information section. 5. To let users add files to ideas, select the Attachments field and drag it to the Additional Information section. Make sure you’ve set field-level security for your users. 6. Click **Save**. #### See Also - [Define Picklist Values for the Categories and Status Fields](https://help.salesforce.com/s/articleView?id=service.ideas_edit_picklist.htm&release=264.0.0&type=5 "For zone members to assign categories to an idea or view an idea's status, the Ideas administrator must define picklist values for the Categories and Status fields.") - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) <!-- document id=90391a05d804e442c55574fbd00b71ce37081d74f25fb727c7cd6724275a55bc url=/admin/current/en-us/service/264-0-0/live_agent_set_privacy.md --> # Set Privacy Options for Chat Users Protect your agents and the customers they assist by blocking sensitive data and unwanted visitors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Block Sensitive Data in Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_block_sensitive_data.htm&release=264.0.0&type=5)** Sensitive data rules let you block specific patterns, such as credit card, Social Security, phone and account numbers, or even profanity. You can choose to remove the text or replace it with your preferred characters. - **[Let Your Agents Block Visitors by IP Address](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_admin_enable_agents.htm&release=264.0.0&type=5)** Help your agents avoid troublesome customers by blocking chats from specified IP addresses. - **[Create an IP Blocking Rule to Block Chat Visitors](https://help.salesforce.com/s/articleView?id=service.live_agent_block_IPs_admin_create_blocking_rule.htm&release=264.0.0&type=5)** Help your agents avoid troublesome customers by blocking chats from specified IP addresses. <!-- document id=74077a1d7139c228b35a9f6046d21de1f2f1ad1db03573a6149a8a90e1281389 url=/admin/current/en-us/service/264-0-0/miaw_inapp_push.md --> # Set Push Notifications for Enhanced In-App Chat Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_inapp_push__d992e1009"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_inapp_push__d992e1009" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69124e95">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d69124e95 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69124e95 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d69124e95 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69124e95 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Before you set up push notifications, review and prepare platform-specific information. To learn more about iOS device notifications, see Apple’s [Notifications Overview](https://developer.apple.com/notifications/). You also need access to the Apple credentials for iOS. To learn more about Android device notifications, see Google’s [Notifications Overview](https://developer.android.com/develop/ui/views/notifications). Before you set up push notifications, also complete these setup tasks for Android. 1. Confirm that you have access to the [Firebase](https://firebase.google.com/docs/admin/setup#set-up-project-and-service-account) credentials for Android. 2. Enable the Firebase Cloud Messaging API by visiting https://console.developers.google.com/apis/api/fcm.googleapis.com/overview?project=projectID (enter your `projectID` in the URL). 3. Apply the Firebase Cloud Messaging API Admin role to your Google Cloud project’s service account that you authorized in Salesforce. With this role, you can create & send push notifications. For your list of Google accounts, visit https://console.cloud.google.com/iam-admin/iam?project=projectID (enter your `projectID` in the URL). With your platform information ready, follow these steps. 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. Next to the Embedded Service deployment that you want, click **View** . 3. From the Push Notifications section, click **Set Notifications**. ![Deployment settings page with Set Notifcations highlighted in the Push Notifications section.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_mobile_push.png) 4. Enter the information for your push notifications by platform. ![The Push Notifications edit page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_push_notifications_2.png) Here’s an overview of the required iOS fields. | Field | Purpose/Limitation | | --- | --- | | App Identifier | The application bundle of your iOS app. | | APNS Host | Select the host that matches your application build, either **Production** or **Development**. | | Key Identifier | The 10-character key ID from Apple for your encryption key. | | Team Identifier | The 10-character team ID for developing your company’s apps. | | Signing Key | Upload the token connection `.p8` signing key file provisioned in the Apple Developer account associated with your application. | Here’s an overview of the required Android fields. | Field | Purpose/Limitation | | --- | --- | | Firebase Project Name | The name of the Firebase project associated with your Android app. | | Firebase Database URL | The Firebase URL for the database associated with your app. Usually in the form `https://projectName.firebase.com`. | | Service Account JSON | The service account file provisioned from the Firebase Project associated with your application. Contains project information and a private signing key for authorization to FCM services. | 5. Save your work. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each deployment contains a pair of Apple and Android notification credentials. To ensure the mobile app uses the correct credentials, configure the deployment’s `developerName` in the mobile SDK. <!-- document id=63a492b4d7a8fcf15f0e6bb8091d3812fddbb54674982a1d3436b5a370c7cb34 url=/admin/current/en-us/service/264-0-0/miaw_security.md --> # Set Security Protocols for Your Messaging for Web Deployment To successfully use Messaging for Web, add your experience site or external website domain to a Cross-Origin Resource Sharing (CORS) allowlist. If you change your domain, remember to update the CORS allowlist. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The CORS allowlist lets web browsers request resources from other origins, like allowing access to supported Salesforce APIs, Apex REST resources, and Lightning Out from JavaScript code in a web browser. You must add any domain that you use, from testing to production, to your CORS allowlist. For example, if you start in a sandbox and then deploy to production, add both the sandbox and the production domains. ## Add Your External Website Domain to a CORS Allowlist After completing setup, add your domain to the CORS allowlist. Add your CORS allowlist entries of URLs for the pages where you deploy messaging. The page you add is where customers access the messaging window. The origin URL pattern must include the HTTP or HTTPS protocol and a domain name. The wildcard character (\*) is supported and must be in front of a second-level domain name. For example, https://\*.example.com (https://%2A.example.com/) adds all subdomains of example.com (http://example.com/) to the allowlist. 1. From Setup, enter CORS in the Quick Find box, and then select **CORS**. 2. Select **New**. 3. Enter an origin URL pattern. 4. Save your work. ## Add Your Experience Builder Site Domain to a CORS Allowlist After completing setup, add your Experience Builder site domain to your CORS allowlist. If notice an issue with the \*.live-preview domain, add that to the CORS allow list. 1. To confirm your site domain, from Setup, enter Digital Experiences in the Quick Find box, and then select **Settings**. Copy the URL from the Domain section. 2. From Setup, enter CORS in the Quick Find box, and then select CORS. 3. Select **New**. 4. Enter an origin URL pattern. 5. Save your work. <!-- document id=1154560fd4c7f8e67bbfb0c4ba69e60a97bcfbbf0f1214d6704267ee4b1a35e7 url=/admin/current/en-us/service/264-0-0/service_replies_default_state.md --> # Set the Default State Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82317e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82317e57 ">To activate and se tup Einstein Service Replies:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82317e57 ">Customize Application</td> </tr> </tbody> </table> Einstein recommends replies when your customer sends the first message in a chat or messaging session. Recommendations are refreshed each time the customer sends a message. Now you can determine the default state when an agent begins a chat or messaging session. At the start of a conversation either immediately show agents replies or pause replies until an agent clicks Resume in the Einstein Replies component. Then Einstein quickly catches up on the conversation and begins drafting new replies. 1. From Setup, in the Quick Find box, search for and select **Einstein Reply Recommendations**. 2. In the setup steps, select the toggle to set the default state. ![The Service Replies default state setup.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_pause_setup.png) 1. To set Service Replies to immediately show replies when an agent begins a chat or messaging session, turn Pause Replies by Default to **Off**. 2. To set Service Replies so that replies aren’t immediately shown and agents only see replies when they click Resume, turn Pause Replies by Default to **On**. <!-- document id=de9338ff71ca9ed52a4660e8259fc29376b32738bbb3dabb5f6b3ea6a9de1640 url=/admin/current/en-us/service/264-0-0/svc_site_crm_configs.md --> # Set the Service Catalog Site Setup Configurations Several configurations are required in Setup for you to build your Service Catalog site with Experience Cloud. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d162499e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d162499e55 ">To complete all Service Catalog Site Setup configurations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d162499e55 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Service Catalog Builder permission set</p> </td> </tr> </tbody> </table> Complete the Setup tasks in the order they’re listed. If you’re adding Service Catalog to an already installed and configured Experience Cloud site, only steps I and III are necessary. #### See Also - [_Salesforce Help_: BYO (Aura) Template](https://help.salesforce.com/s/articleView?id=experience.rss_build_your_own_pages.htm&type=5&language=en_US) - [_Salesforce Help_: Customer Account Portal Template](https://help.salesforce.com/s/articleView?language=en_US&id=sf.rss_customer_account_portal_pages.htm&type=5) - [_Salesforce Help_: Customer Service Template](https://help.salesforce.com/s/articleView?id=experience.rss_napili_views.htm&type=5&language=en_US) ## Configuration I: Create and Assign the Admin User Role Set the specific permissions you must have to build the Service Catalog site. 1. [Create a user role](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&type=5&language=en_US). 2. [Assign the user role](https://help.salesforce.com/s/articleView?language=en_US&id=sf.assigning_users_to_roles.htm&type=5). 3. [Assign the Service Catalog builder permission set](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US). ## Configuration II: Enable Experience Cloud for Service Catalog Create your Service Catalog site and configure its settings. 1. [Enable Digital Experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&type=5&language=en_US). 2. Enable external user generation. 1. From Setup, enter Digital Experiences in the Quick Find box, and then select **Digital Experiences** | **Settings**. 2. From Settings, select **Allow using standard external profiles for self-registration, user creation, and login**. 3. [Create an Experience Cloud site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&type=5&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Service Catalog pages and components are supported only on the Build Your Own (Aura), Build Your Own (LWR), Customer Account Portal, and Customer Service templates. Your site is created in Preview status. Stay in Setup to complete all CRM tasks before you enter Experience Builder, but keep the page open for easy access when you start building your site. ## Configuration III: Create a Service Catalog Site List View List views show user records and details for objects. Create list views for site users to see their requests in the Service Catalog site. 1. From the App Launcher, enter Service Catalog Request, and then select **Service Catalog Request**. 2. From the Service Catalog Requests page, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png), and then select **New**. 3. From the New List View window, in the List Name field, enter My Service Catalog Requests. 4. Select **All users can see this list view**. 5. Save your work. When you complete step III, your CRM setup for the Service Catalog site is complete. Proceed to [Service Catalog Site Permissions Assignments](https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&type=5&language=en_US). <!-- document id=7185a3d4665044abd9d16aeb4796d2d397d5a6d9730bde6f7ed4ca17b249036e url=/admin/current/en-us/service/264-0-0/bot_to_rep_transfer.md --> # Set up a Bot-to-Rep Transfer in Enhanced Chat Edit your Omni flow to transfer messages from a bot to a single service rep or a queue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="bot_to_rep_transfer__d427e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="bot_to_rep_transfer__d427e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> 1. From Setup, enter Flows in the Quick Find box, and then select **Flows**. 2. Find the outbound flow that’s associated with your enhanced bot, and click the Flow Label to open it in the editor. 3. Click the Route Work flow action. 4. In the Route To field, select queue or agent (for a single or variable service rep). 1. If you selected Queue, either route to a specific queue or use a variable to find the appropriate queue. 2. If you selected Agent, [follow the steps here](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&language=en_US). 5. Click **Done**. 6. To optimize this experience, optionally [add the Check Availability for Routing action](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_check_availability_for_routing.htm). 7. Save your changes. <!-- document id=bee9668d6cb16e789a7e02736077767db2a45b5a026b8cd52327597c27098949 url=/admin/current/en-us/service/264-0-0/cti_admin_overview.md --> # Set Up a Call Center Before Salesforce users can access and use a call center, an administrator must complete various tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5135e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5135e55 ">To manage call centers, call center users, call center directories, and SoftPhone layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5135e55 ">Manage Call Centers </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Keep in mind that the out-of-the-box Service app is a Salesforce Classic app and only supports Open CTI for Salesforce Classic. To make calls in Lightning Experience, use Open CTI for Lightning Experience in a Lightning Experience app, like our out-of-the-box Service Console app. 1. Work with a developer or partner to create a computer-telephony integration (CTI) implementation that uses the Open CTI API and works with your existing telephony system. Most call centers are created by installing a package from AppExchange. If you’re developing your own implementation, define a new call center record for every CTI system in use at your business. 2. Assign Salesforce users to the appropriate call center. A call center user must be associated with a call center to view the softphone. 3. Optionally, you can make further customizations. - Configure call center phone directories with more directory numbers and updated phone number search layouts. - Customize softphone layouts for different user profiles, so that the softphone of a sales person shows related leads, accounts, and opportunities, while the softphone of a support agent shows related cases and solutions. Next, let’s work on call center definition files. - **[Call Center Definition Files](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplateoverview.htm&release=264.0.0&type=5)** A call center definition file specifies a set of fields and values that are used to define a call center in Salesforce for a particular CTI system. Salesforce uses call center definition files to support the integration with multiple CTI system vendors. - **[Create a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5)** If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics. - **[Import a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_importcc.htm&release=264.0.0&type=5)** To create your first call center for a CTI adapter that was just installed, you can import the adapter's default call center definition file into Salesforce. #### See Also - [_Developer Guide_: Open CTI Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) <!-- document id=9b149beb4875e49afc5763f9ada72cd3439bf53fc794efcbac8f78ec16307458 url=/admin/current/en-us/service/264-0-0/es_setup_case_closure_survey.md --> # Set Up a Case Closure Survey To automatically send a survey to employees after their case is closed, enable Surveys and specify an employee feedback survey. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27347e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27347e55 ">To enable Surveys:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27347e55 ">System Administrator profile</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27347e55 ">To create a survey:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27347e55 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.concept_create_send_permission.htm&language=en_US&type=5" target="_blank">Permissions to create surveys</a> </td> </tr> </tbody> </table> 1. Enable Surveys. See [Enable Surveys and Configure Survey Settings](https://help.salesforce.com/s/articleView?id=xcloud.task_enable_surveys.htm&type=5&language=en_US). 2. Create an employee feedback survey. See [Create and Customize Surveys](https://help.salesforce.com/s/articleView?id=xcloud.concept_create_surveys_overview.htm&type=5&language=en_US). 3. From Setup, in the Quick Find box, enter Support Settings, and then select **Support Settings**. 4. Click **Edit**. 5. In the Customer Feedback Survey field, select the feedback survey you created earlier. 6. In the Email for Automated Case User Notifications, enter an email address to which failure messages for the System User are sent. <!-- document id=1386d83a8054783eaf0f9756a0d2efe612a97900fa9a8cc7370bb0d522ec2421 url=/admin/current/en-us/service/264-0-0/service_swarm_slack_collab_tool.md --> # Set Up a Collaboration Tool for Swarming To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Swarming, and then select **Swarming**. 2. Under Optional: Swarm with a Collaboration Tool, click **Go to Slack Setup** to complete the Service Cloud for Slack app setup. An admin must complete the setup before users can start swarming in Slack. 3. After the app setup is complete, return to the Swarming setup page, and select **Slack** as your collaboration tool. #### See Also - [Set Up Slack](https://help.salesforce.com/s/articleView?id=slack.set_up_slack.htm&type=5&language=en_US) - [_Salesforce Help_: Set Up the Slack Conversations Component](https://help.salesforce.com/s/articleView?id=slack.service_swarm_slack_set_up_slack_conversations.htm&type=5&language=en_US) <!-- document id=9c59f3efedf98f77496d23f342c64e540862989e5241979542836f6f05c5f623 url=/admin/current/en-us/service/264-0-0/cases_set_up_lex_surveys.md --> # Set Up a Customer Feedback Survey Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47751e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47751e55 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47751e55 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> When you enable surveys, two sample surveys are created: - Net Promoter Score - Customer Satisfaction You can use these sample surveys to test the feature. You can also create surveys that are customized for your organization. 1. Enable surveys: 1. From Setup, enter Survey Settings in the Quick Find box, then select **Survey Settings**. 2. Enable surveys. 3. Select the default Experience Cloud site for creating public surveys. The site is used to generate survey invitations for participants outside of your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If there's no default Experience Cloud site selected, survey emails aren’t sent to the case contact when a case is closed. The admin and survey owner are notified about the failure to send the survey email. To avoid receiving these emails, select a default Experience Cloud site for surveys. 2. To send a survey to the case contact when a case is closed, specify the survey in the Support Settings page: 1. From Setup, enter Support Settings in the Quick Find box, then select **Support Settings**. 2. Click **Edit**. 3. In Customer Feedback Survey, select an active survey. 4. Click **Save**. 3. To send a survey to the case contact when case auto-response rules are met: 1. From Setup, enter Case Auto-Response Rules in the Quick Find box, then select **Case Auto-Response Rules**. 2. Click the name of the rule that contains the rule entry for which you want to send a survey. 3. Edit the rule entry. 4. In **Step 5: Select a survey to send**, specify the survey that you want to use. 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Email invitations for case contacts who opt out of receiving emails aren’t generated. If there’s no default Experience Cloud site selected, the admin, internal users, and survey owners receive reminder emails on case closure. To avoid receiving these emails, select a default Experience Cloud site for surveys. To select an Experience Cloud site: Only Lightning users can send surveys to contacts when a case is closed or when auto-response rules are met. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To send survey emails, verify the sender email domain. If you don't verify the domain, the emails aren't sent. <!-- document id=d76e1fadbebd2fa4e72c08ed333c690b5409ddadb4f7b03010fb7249c30d4ed4 url=/admin/current/en-us/service/264-0-0/email_default_no_reply.md --> # Set Up a Default No-Reply Email Address Use an org-wide system email address to send your customers automated email about their cases. To include case details and customize your email template, create a verified custom No-Reply address. Otherwise, when you turn on Send Case Notification from System Address, email notifications for incoming emails on existing cases, Case Comment, Case Escalation, and Case Assignment send from noreply@salesforce.com. Emails sent from noreply@salesforce.com can’t be customized for security reasons and don’t include case details or customer information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d50828e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50828e55 ">To add an organization-wide address:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50828e55 ">Modify All Data</td> </tr> </tbody> </table> Previously, with **Send Case Notifications from System Address** turned on, email notifications for Case Comment and Case Assignment automatically sent from noreply@salesforce.com and could be used with a custom template. For Case Escalation and when an existing case received emails, email notifications always sent from the Automated Case User, ignoring the **Send Case Notifications from System Address** preference. Now, when you select **Send Case Notifications from System Address**, case-related email notifications send from your org’s default No-Reply address. 1. From Setup, in the Quick Find Box, enter Organization-Wide Addresses, and then select **Organization-Wide Addresses**. 2. Under Default No-Reply Address, Click **Add** in the Organization-Wide Email Addresses for User Selection and Default No-Reply Use section. 3. Enter a display name. This name is what customers see as the email’s Sender Name. 4. Enter your No-Reply email address. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Your No-Reply email address can only be used as a special purpose organization-wide email address and can’t be used as a user-selectable organization-wide email address. [Tell Me More](https://help.salesforce.com/s/articleView?id=sales.emailadmin_orgwide_addresses_considerations.htm&type=5&language=en_US) 5. Select a purpose. User Selection Allow all users or users with designated profiles to choose this address as the From address when sending emails. Select the profiles that apply. Default No-Reply Address Case-related email notifications are sent from this address when the option Send Case Notifications from System Address is selected. User Selection and Default No-Reply Address All users can choose this address as the From address when sending emails. Also, case-related email notifications are sent from this address when the option Send Case Notifications from System Address is selected. 6. Click **Save**. 7. An email is sent to the organization-wide email address. Follow the steps in the email to verify your org’s default No-Reply address. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Your org can have an unlimited number of unverified emails, but only one can be verified at a time. Verifying a new email address replaces and deletes the previously verified one, and is the only way to remove a verified email address. Having only one verified email ensures that after setting up your first email address, your org will always have a verified email on file. Considerations: - noreply@salesforce.com is used only when there isn’t a default No-Reply email address set for your org. - noreply@salesforce.com can’t be used with a custom email template and doesn’t contain any customizable content. The email subject and body are automatically set and can’t be changed. We removed the ability to send custom emails from noreply@salesforce.com for your security and to give you more flexibility to send customized emails from your company’s No-Reply email. - There are six case-related scenarios that trigger an email notification: - A case is assigned to a new owner and the owner is notified. - A comment is left on a case and the owner is notified. - A public comment is left on a case and the contact is notified. - A case is escalated and the old case owner and selected user are notified. - A case is auto-assigned and the default case owner is notified. - An email is sent on a case and the case owner is notified. <!-- document id=19d9eb28b6eea71310ede4eacda36f8ce76e794143a4f27ead1258e159df428e url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog.md --> # Set Up a Dialog After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41719e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41719e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41719e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. From the Bot Builder menu, click **Dialogs**. ![Dialogs option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_dialog.png) 2. In the Dialogs panel, click the dialog that you want to set up and click **![Action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png)** | **Edit**. ![Edit dialog](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_setup.png) If you don’t have any dialogs yet, see [Add a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_new_dialog.htm&release=264.0.0&type=5 "Name the dialog and decide whether to include it in the Bot Options menu that’s always available to your customers in the chat window."). 3. To add a step to the dialog, drag a step from the Dialog Component Library onto the canvas, or click ![Display dialog elements](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_dialog_element.png) on the canvas to select a type of step. Then configure the details in the Step Properties panel. Add any of these types of steps: - **Outbound Messages**—[Send an outgoing message from your bot to your customer](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_message.htm&release=264.0.0&type=5 "Use an Outbound Message step to send a message from the bot to your customer."). - **Questions**—[Gather information from your customer](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly."). - **Actions**—[Run an autolaunched flow, send email, or use Apex](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_action.htm&release=264.0.0&type=5 "Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers.") to read, update, or delete Salesforce objects, retrieve data and display it to the customer, and retrieve external data from a third-party API. - **Rules**—Specify the conditions that start any of these actions: [call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set variables](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5 "Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional."). Drag dialog steps around the canvas to change their order in the dialog. 4. Tell the bot what to do when it finishes a dialog. The bot can wait for customer input and evaluate the intent, show a menu of options, start another dialog, or transfer the customer to a service rep. ![Tell the bot what to do next](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_next_step_cc_600.png) When a standard bot transfers to a service rep with the dialog Next Step, the bot transfers the conversation to a service rep in the queue specified in the channel or deployment. An enhanced bot transfers the conversation to the default outbound Omni-Channel flow specified on the Bot Overview page. The conversation is then routed to a service rep, queue, or skill, based on the business rules in the flow. Each menu item is a dialog. To display a menu, use **Show a menu** to build a menu, where each menu item is a dialog. Or use **Start another dialog** to display the Main Menu dialog. 5. Save the dialog. - **[Set Up a Dialog Message Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_message.htm&release=264.0.0&type=5)** Use an Outbound Message step to send a message from the bot to your customer. - **[Use a Dialog Question Step](https://help.salesforce.com/s/articleView?id=service.bots_service_using_dialog_question.htm&release=264.0.0&type=5)** Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next. - **[Set Up a Dialog Action Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_action.htm&release=264.0.0&type=5)** Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers. - **[Set Up a Dialog Rule Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5)** Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional. <!-- document id=e4b551ecca78e3f282ed0a24eda12408c3d7969245d9dadc715dbcd628057b31 url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_action.md --> # Set Up a Dialog Action Step Use Action steps to run autolaunched flows and send emails. Action steps let your bot use Apex to create, read, update, or delete Salesforce objects, retrieve data and display it, and retrieve external data from a third-party API. Add a goal to a dialog to evaluate how well your bot is helping your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76552e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76552e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76552e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> When using Apex with an Action step: - Apex methods must be written with InvocableMethod annotation to be accessible to bots. For more information on the annotation, [visit the Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_classes_annotation_InvocableMethod.htm). - To give your bot access to Apex, Salesforce objects, and to Run Flows, update sfdc.chatbot.service.permset. See [Setting Apex Class Access from Permission Sets](https://help.salesforce.com/articleView?id=perm_sets_setting_apex_access.htm&language=en_US) and [Working with Object Settings in Permission Sets](https://help.salesforce.com/articleView?id=perm_sets_objects_and_fields.htm&language=en_US). - When a custom value is entered as an Apex input, it’s interpreted as a string. - When logging exceptions in Apex, remove all references to personal identifying information (PII) and customer inputs in the error message. - When processing object values, we support up to five levels of nested objects in outputs and one level of nested objects in inputs. - Apex actions have a default timeout of 10 seconds each. - The overall processing time limit for a bot response is 120 seconds. - A maximum of 50 apex calls (across any number of dialogs) can be made before sending an outbound message. 1. To add an Action step to the dialog, from the Dialog Component Library, drag a step from the Actions section onto the canvas. 2. In the Step Properties panel, set the action name and any input and output variables. 3. Save the dialog. You can debug Apex calls from the event logs in the [Performance page](https://help.salesforce.com/s/articleView?id=service.bots_service_analyze_bot.htm&release=264.0.0&type=5 "To improve your bot, learn how to report on bot activity. Build standard reports using the Conversation Definition Sessions, Conversation Definition Dialog Daily Metrics, and Conversation Definition Hourly Dialog Metrics objects. To use CRM Analytics with Einstein Bots, download the Einstein Bots Value dashboard from AppExchange."). - **[Add an Object Search Action](https://help.salesforce.com/s/articleView?id=service.bots_service_deliver_knowledge_articles.htm&release=264.0.0&type=5)** Deliver records from standard or custom objects to your Einstein Bot to create an integrated bot experience. The Object Search action type can be added to any dialog. - **[Add an External Service Action](https://help.salesforce.com/s/articleView?id=service.bots_service_external_services.htm&release=264.0.0&type=5)** Add an action from a registered external service in Bot Builder to allow your bot to send and receive data between Salesforce and external API providers. Deliver personalized customer experiences without writing a single line of code. - **[Add a Standard Action](https://help.salesforce.com/s/articleView?id=service.bots_service_standard_action.htm&release=264.0.0&type=5)** Call a standard invocable action directly from your bot, without referencing it from an Apex class or flow. Use Knowledge actions, custom and standard notification actions, and more. #### See Also - [Optimize Bot Performance with Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 "Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs.") - [Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") <!-- document id=8a27db661f30169ed8f53def2e9d2abc6948e1826ada86bac8b73f789448036e url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_message.md --> # Set Up a Dialog Message Step Use an Outbound Message step to send a message from the bot to your customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90719e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90719e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90719e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. To add a Message step to the dialog, from the Dialog Component Library, drag the **Message** step onto the canvas. 2. In the Step Properties panel, enter the outgoing message from your bot to the customer. ![Enter a message from the bot to the customer](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_message_cc.png) A message can be static text or dynamic text from merge fields. The merge fields reference objects and fields that are currently stored in your bot variables. The merge field syntax is: {!API\_VariableName} or {!API\_VariableName.Field}. You can call standard fields in standard objects using the {!FieldName} format found in Object Manager. For custom fields, use the Field Name and include \_\_c at the end: {!CustomField\_\_c}. To call a specific record, use {!Record.Field}. To call an item in a list variable, use FieldName\[X\], with X referring to the location of the item in the list. Einstein Bots uses a zero-based index with list variables, you can call the first item of the list using FieldName\[0\]. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting in September 2025, you can't add HTML elements, attributes, and scopes that pose potential security risks to your bots' dialog message steps. For example, <script>, <a>, and <iframe> elements are no longer allowed in bot messages. Active Einstein bots that already use these HTML elements, attributes, and scopes can continue using them. 3. Save the dialog. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Start the conversation between your bot and your customers with a friendly message that identifies the bot. For example, “Welcome! I’m Service Bot.” Then in the Next Step, you can build a menu to add after the message or redirect the customer to a separate main menu dialog. #### See Also - [Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") <!-- document id=d102b216a2c1a3fac8799bd3106ca98dfb3bcb06bce76a3152dd2ec39528f61a url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_question_dynamic.md --> # Set Up a Dialog Question Step with Dynamic Choice Responses Use a Dynamic Question step to offer dynamically created choices based on the output of a selected action ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67086e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67086e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67086e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Before you begin, create an Apex action or a Flow that returns a list of a list of values. Or create a list variable that holds a list of values. The merge field syntax for objects is {!Field}. To gather information from your customer, your bot must know which entity to search for in the customer input to find the information (for example, date, location, and money). The bot also must know which variable to use to store it. 1. From the Dialog Component Library, drag the **Dynamic** Question step onto the canvas. 2. In the Step Properties panel, enter the question from your bot to the customer in the Ask a question field. ![Add a question to your Question step](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_question.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can call standard fields in standard objects using the {!FieldName} format found in Object Manager. For custom fields, use the Field Name and include \_\_c at the end: {!CustomField\_\_c}. To call a specific record, use {!Record.Field}. To call an item in a list variable, use FieldName\[X\], with X referring to the location of the item in the list. Einstein Bots uses a zero-based index with list variables, you can call the first item of the list using FieldName\[0\]. 3. Under Choices to Display, specify the format of your choices (buttons or menus). 4. In the Action Type field, specify whether your answer values are from an Apex action, Flow action, or a List Variable. Then select the action name or list variable in the new dropdown. ![An example of a dynamic choice step from a list variable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_dynamic.png) 5. Dynamic Choices require an Error Rule Action in case the dynamic choice generation fails. Select **Call Dialog** or **Redirect to Dialog**, and then define the appropriate dialog. ![Specify a backup rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_dynamic_backup.png) 6. Select or create an entity that matches the information you want to gather and a variable to store the answer. ![Specify how to store the customer response](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_response.png) When using Flow as the Action Type, the variable created to collect the output of the flow must be designated as a List Variable. 7. Define the action if the dynamic list generates only one choice. The bot can skip the question and auto-select the choice, or the bot can ask the question and display the choice (useful in situations requiring confirmation). ![Tell the bot to skip or ask the question](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_dynamic_single.png) 8. Save the dialog. <!-- document id=2cde98c59dce6a2a40214a8f9f4918a097e5d58066b4cea6177c87ac42c3a14b url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_question.md --> # Set Up a Dialog Question Step with Static Choice Responses Use a Static Question step to offer predefined options that let your customers answer questions quickly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d7821e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7821e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7821e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> To gather information from your customer, your bot must know which entity to search for in the customer input to find the information (for example, date, location, and money). The bot also must know which variable to use to store it. 1. From the Dialog Component Library, drag the **Static** Question step onto the canvas. 2. In the Step Properties panel, enter the question from your bot to the customer in the Ask a question field. ![Add a question to your Question step](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_question.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can call standard fields in standard objects using the {!FieldName} format found in Object Manager. For custom fields, use the Field Name and include \_\_c at the end: {!CustomField\_\_c}. To call a specific record, use {!Record.Field}. To call an item in a list variable, use FieldName\[X\], with X referring to the location of the item in the list. Einstein Bots uses a zero-based index with list variables, you can call the first item of the list using FieldName\[0\]. 3. Specify the format of your choices (buttons or menus), and then add the predefined choices you want to display. ![Specify choices and how they're displayed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_static.png) Customers can reply by selecting a static option or by replying with 1, 2, or 3. SMS users must enter 1, 2, or 3 to select a choice. If your bot will be used in enhanced WhatsApp or Apple Messages for Business channels, select **Menu**. If Buttons is selected, the end user doesn't see the question until they select an option. 4. Select or create an entity that matches the information you want to gather and a variable to store the answer. ![Specify how to store the customer response](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_response.png) 5. Tell the bot what to do if the variable already contains a value. Conversations that use the same dialog multiple times can retain the value and skip the question (for example, asking for the customer’s name). Or, the bot can ask the question and override the value (for example, looking up multiple orders). ![Tell the bot what to do if the variable already contains a value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_existing.png) 6. Save the dialog. #### See Also - [Add a Custom Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5 "Create custom entities to gather information that matches a regex pattern or list of synonym values.") - [Set Up a Dialog Rule Step](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_rule.htm&release=264.0.0&type=5 "Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional.") - [Use Intents to Understand Your Customers](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!") - [Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") <!-- document id=0dea7abced79615d1945314ec745eee3a1ac64fd47b315fc5d143a8992794d12 url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_question_text.md --> # Set Up a Dialog Question Step with Text Responses Use a Question step to gather information from your customers using text input. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89768e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89768e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89768e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Capturing text from your customer is a great way to hear exactly what they need. To gather information from your customer, your bot must know which entity to search for in the customer input to find the information (for example, date, location, and money). The bot also must know which variable to use to store it. To act on this data, the bot must save only the relevant data, and not the rest of the unstructured text within the full message. To gather this input correctly, bots use Named Entity Recognition (NER) to extract only the relevant data that is expected, and save that to a specified variable. If the bot has trouble recognizing that expected entity, use Conversation Repair to provide extra context or information to help your customer clarify their input. 1. From the Dialog Component Library, drag the **Static** Question step onto the canvas. 2. In the Step Properties panel, enter the question from your bot to the customer in the Question to Ask field. ![Add a question to your Question step](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_question.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note You can call standard fields in standard objects using the {!FieldName} format found in Object Manager. For custom fields, use the Field Name and include \_\_c at the end: {!CustomField\_\_c}. To call a specific record, use {!Record.Field}. To call an item in a list variable, use FieldName\[X\], with X referring to the location of the item in the list. Einstein Bots uses a zero-based index with list variables, you can call the first item of the list using FieldName\[0\]. 3. Skip the Choices to Display section. When you set up a question with text responses, the Bot Builder ignores any selection in the Choices to Display section. 4. Under Response Storage, select or create an entity that matches the information you want to gather and a variable to store the answer. ![Specify how to store the customer response](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_response.png) 5. Tell the bot what to do if the variable already contains a value. Conversations that use the same dialog multiple times can retain the value and skip the question (for example, asking for the customer’s name). Or, the bot can ask the question and override the value (for example, looking up multiple orders). ![Tell the bot what to do if the variable already contains a value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_choice_existing.png) 6. Optionally, if you capture structured data and want to help the customer understand the format the bot requires, you can add Conversation Repair to the Question dialog step. Under Repairing Misunderstandings, include one or two repair attempts, and add details to help your customer follow your regex or other pattern. ![Enter one or two repair attempts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_repair_attempts.png) After the bot makes these attempts, the bot must know how to resolve the issue. Define whether the bot asks the customer the repair attempts until they provide the information in the right format, or move on to the next dialog step. Moving on to the next dialog step after the initial attempts leaves the variable empty. ![Tell the bot how to resolve the issue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_repair_next.png) 7. Save the dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If the customer input doesn't match the entity used to collect the question's answer, the bot attempts intent prediction. If the customer’s input leads to an intent identification, it will redirect to the new dialog. If the bot isn’t able to identify an intent, it executes Conversation Repair. If the bot is unable to identify an intent and Conversation Repair isn’t set, the bot calls the “Confused” dialog. <!-- document id=6c8e9e4d85bdde9b36639e0cd449954b117b484fb6f5260bc516169483e581fe url=/admin/current/en-us/service/264-0-0/bots_service_setup_dialog_rule.md --> # Set Up a Dialog Rule Step Use rules to specify the conditions that start any of these actions: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable. Use rules to send targeted messages to your customers with Conditional Messaging. Rule conditions are optional. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53218e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53218e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53218e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. From the Dialog Component Library, drag a step from the Rules section onto the canvas. Rule actions are: - Call Dialog: Retains the context of the conversation and returns the conversation back to the original dialog after the second dialog is completed. - If a Redirect to Dialog is used within a call condition, the Call Dialog chain ends and the Redirect to Dialog continues. - If an intent is detected, the Call Dialog chain ends and the dialog associated with the intent is started. - We recommend no more than five Call Dialogs in a chain. - Clear Variable (or Clear Variable Value): Changes the variable that you specify to an unset state. - End Chat: Ends the bot conversation. - Redirect to Dialog: Interrupts the current dialog and starts another dialog. Unlike Call Dialog, Redirect to Dialog is a one-way transfer to the new dialog. - Use the Redirect Type field to specify the destination of the redirect. To identify a specific dialog to use every time, select **Dialog**. To redirect to an object variable set earlier in the conversation, use **Variable**. - The variable redirect type supports object variables only. The ConversationDefinitionDialog object and other variables types, including string and object list, aren't supported. To learn more about variables, see [What's a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&type=5&language=en_US) - In cases where a Confused system dialog is used, add Redirect to Dialog as a new dialog step within the Confused Dialog. This step moves the conversation flow forward instead of using an action in the Next Step section. - Send Message (or Send a Message): Sends a message to the customer. This rule action is useful for providing directed messaging based on a customer’s input. ![Use the rule action to create conditional messages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_rule_conditional_messages.png) - Set Language (or Set Conversation Language): Sets the language the bot uses with the end user based on a variable. - Set Routing Type: Routes the chat session to a specialized queue that you define as a [context variable](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages."). Use this action to transfer to the right service rep or queue by overriding the default queue on chat buttons for Chat (Live Agent) or the channel ID for Messaging. - Set Variable: Sets a bot variable to a custom value, [context variable](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages."), or another bot variable. - Transfer: Escalates the chat session to a queue, service rep, or bot. 2. Optionally, you can create a condition sentence using a variable, an operator, and a value. In the Step Properties panel, click **Add Condition**, and then specify any required parameters. If you create multiple conditions, you can use the Condition Requirements field to add AND/OR functionality. To ensure that rule conditions are respected in bots using multiple languages, on Rule dialog steps, use the OR condition requirements to specify any text value conditions in each bot language. ![Create a condition to trigger a rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_rule_conditional.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Value field works best when you use these data formats: - Boolean: "true", “false”. These values aren’t case-sensitive and false includes the “is not set” condition. - Date: yyyy-MM-dd - Date/Time: yyyy-MM-ddTHH:mm:ss+HH:mm - Number: non-negative and negative decimal numbers 3. To add multiple rule actions, in the Step Properties panel, click **Add Rule Action**. Select a rule action from the Rule Action field, and then specify any required parameters. ![Select a rule action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_rule_actions.png) 4. Save the dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Rule actions fire in the order shown. To change the order, drag the rule actions and save the dialog. #### See Also - [Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") - [What’s an Entity?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") <!-- document id=4e46e3af3772cfe32b3e266329347d0a17a598734a8ea4604ec062d8ca9571db url=/admin/current/en-us/service/264-0-0/vaccine_packages_digital_ex_site_setup_hv.md --> # Set up a Digital Experience Site with the Health Verification Form The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it. To set up the Digital Experience Site to host the LWC component, complete these steps. 1. Enable Digital Experiences, and register a domain. Use this format for the domain: `YOURSITE-community/force.com`. For detailed steps, see [Enable Digital Experiences](https://help.salesforce.com/articleView?id=experience.networks_enable.htm&type=5&language=en_US). 2. Create a new Build Your Own (Aura) Site. 1. From Setup in the Quick Find box, enter Digital Experiences, and then select All Sites. 2. Click **New**. 3. Select the tile **Build Your Own (Aura)**, and click **Get Started**. 4. Enter the name of your site and a custom path, and click **Create.** 5. After you’re inside Workspaces for your site, click the **Builder** tile. 6. Delete the placeholder component. 7. Open up the Components panel. 8. Scroll to the Custom Components section, and find the Health Verification Form component. 9. Drag that component into the Content section of the Builder. 10. Go to the Settings panel. 11. Under General, check the **Guest users can see and interact with the site without logging in** checkbox. 12. **Optional:** To support multiple languages, complete these steps. 1. While still on the Settings panel, go to Languages, and click **Add Languages** 2. Add any language that you want to support and have translations for already. 3. Go back to the Components panel, and search for the built-in Language Selector component. 4. Drag the Language Selector component into the Content Footer (recommended) or Content Header. Because the Language Selector expands to the full width of the section, we recommend going to the Themes panel and reducing the Max Page Width to 640 px. 3. Go to the Settings panel. 4. Click the user profile linked under Guest User Profile. 5. Find Enabled Apex Class Access, and click **Edit** . 6. Find HealthVerificationFormController, and add it to the Enabled Apex Classes. 7. Save your work. 8. Find Enabled Custom Permissions and click **Edit**. 9. Find HealthVerificationForm Allowed, Safety Cloud.safetycloud.Account Visitor Action Allowed, and Safety Cloud.safetycloud.Health Card Scanner Allowed and add them to the Enabled Custom Permissions. 10. Save your work. 11. Find Enabled Custom Permissions. 12. Find Safety Cloud.safetycloud.Health Card Scanner Allowed, and add it to the Enabled Custom Permissions. 13. Go back to the Experience Builder, and on the upper-right corner of the page, click **Publish**. You receive an email with URL when the site is published. 14. Verify that the site works by logging out of Salesforce and going to the site URL. You see a page with the text message `No Occasion Found`, The site can host all events by adding these query parameters to the site URL: ``` ?occasionId=<occasionId>&occasionSettingId=<occasionSettingId> ``` After adding the query parameters, the site looks like this. ![Screenshot of the Health Verification form Welcome Page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_site_page_hv.png) 15. **Optional:** Set up a custom domain so that your Experience Cloud site URLs reflect your company brand. See [Configure a Custom Domain for Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_custom_domain.htm&type=5&language=en_US). 16. **Optional:** Set Salesforce's CDN for Digital Experiences for your domain See [Serve Your Experience Cloud Site with the Salesforce Content Delivery Network (CDN)](https://help.salesforce.com/s/articleView?id=platform.domain_mgmt_salesforce_cdn.htm&type=5&language=en_US). #### See Also - [Create an Occasion](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_object_setup.htm&release=264.0.0&type=5 "Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event.") - [Create an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_setup.htm&release=264.0.0&type=5 "Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form.") - [Create Occasion Access Settings](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_access_settings.htm&release=264.0.0&type=5 "Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record.") <!-- document id=aa7427b3f64ae9458d495f85820b3707985d0e3491a54c0c0226e35504032417 url=/admin/current/en-us/service/264-0-0/messaging_components_payment_flow.md --> # Set Up a Flow to Send Payment Requests in Messaging Sessions Create Apex classes and a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_payment_flow__d354e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_payment_flow__d354e1177" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d102383e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102383e98 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102383e98 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102383e98 ">To create or edit a console app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102383e98 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND View Setup and Configuration </p> </td> </tr> </tbody> </table> 1. Go to the **Apex Classes** page in Setup. 2. Create a series of Apex classes that determine the content of payment requests using your own product information. For reference documentation, see [RichMessaging Namespace](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_namespace_RichMessaging.htm). 3. In Flow Builder, create a screen flow that service reps can run to send a payment messaging component to customers in messaging sessions. 4. Add the flow to the Messaging Session page layout so service reps can run it during messaging sessions. See [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). 5. Send the component in enhanced Apple Messages for Business channels. 1. During an active messaging session, in the Service Console, find the Flow component that’s linked to the question with options. 2. Run the flow that’s linked to your payment component. The admin configures the flow’s steps, start button label, and location, so it may look different from our example. ![FLow component showing a messaging component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_6.png) 3. Insert the message and finish the flow. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send** in the message field. The component is sent to the customer and appears in the conversation transcript. ![Conversation transcript showing a payment component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_7.png) 5. If a message indicates that the payment was not successful, service reps can try again by resending the payment component. Payment requests expire after 5 minutes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example In this example flow, after a starting screen prompts the service rep to click **Next**, three Apex actions execute the payment line items, shipping methods, and payment totals Apex classes. A final screen inserts the payment messaging component into the message body to be sent by the rep. ![Sample flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_5.png) <!-- document id=da0fda086103f46d5fc6d9556d9e15156aaea41383378f096b2dccfc996223fe url=/admin/current/en-us/service/264-0-0/messaging_flow_dynamic_questions.md --> # Set Up a Flow to Send Questions with Options in Messaging Sessions To let service reps send a question with dynamic options in supported enhanced Messaging channels or Enhanced Chat, create a flow and associate it with your question component. Then, add the flow to the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_flow_dynamic_questions__d1150e840"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_flow_dynamic_questions__d1150e840" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155935e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155935e98 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155935e98 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155935e98 ">To create or edit a console app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155935e98 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND View Setup and Configuration</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you plan to create multiple messaging components that are linked to flows, here are two ways to help service reps quickly find the flow they need in the Service Console: - Group the Flow components in an Accordion component. To help service reps understand the purpose of the accordion component, enter a custom section label—for example, Messaging Components (Dynamic). - Group all messaging component flows as sub-flows within one larger flow. When a service rep runs the flow, they select the relevant sub-flow to insert the messaging component they need. 1. In Flow Builder, create a screen flow. 2. Create a Variable resource of data type Text, called recordId, and make it available for input. This resource stores the ID of the messaging session. 3. Add your own custom flow logic. 1. To add a Record Collection Variable and show a collection of records, select **Allow multiple values (collection)**. The flow must populate the variable with the same object type that the messaging component needs. For example, if your messaging component shows a list of cases, your flow should produce a variable that is a collection of Case records. 2. Add a Get Records element and define conditions to get the records of interest. For example, if your messaging component shows a list of cases, create an element that gets cases with a high priority and a status of New. 4. Add a Screen flow component. Within that screen, add an Enhanced Message component. 1. For Messaging Session ID, enter the recordId Variable that you created in step 2. 2. Select the messaging component that you want to use. 3. For Record Variable, enter the Record Collection Variable described in step 3. 5. Save and activate the flow. 6. Add the flow to the Service Console so service reps can send the component during messaging sessions. See [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). 7. Send the question with options in enhanced Messaging channels or Enhanced Chat. 1. During an active messaging session, in the Service Console, find the Flow component that’s linked to the question with options. 2. Run the flow to insert the component into the message field. 3. Click **Send**. In this enhanced Facebook Messenger channel, the service rep sees: ![Flow in the Conversation component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_dynamic_conversation.png) The customer sees: ![Customer view of messaging component with dynamic options](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_customer_dynamic.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example This flow sends a question with options component that prompts the customer to select the case that they’re inquiring about. The component is linked to the flow on the screen labeled Case Screen. ![Sample flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_flow_example.png) #### See Also - [Build a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US) - [Flow Screen Input Component: Enhanced Message](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_enhancedmessage.htm&type=5&language=en_US) <!-- document id=20675999cf53cd6c83ceaa893eeddd3145a8dfe0d812702e817c1673a3b4d61c url=/admin/current/en-us/service/264-0-0/messaging_components_flow_time_selector.md --> # Set Up a Flow to Send Time Selectors in Messaging Sessions Let service reps send time selector components in supported enhanced Messaging channels and Enhanced Chat. Create a screen flow, associate it with a messaging component and an Apex class, and add it to the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_flow_time_selector__d895e2806"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_flow_time_selector__d895e2806" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced WhatsApp, Enhanced Facebook Messenger, and Enhanced Apple Messages for Business, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v2, Standard and Enhanced SMS, and Enhanced LINE</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139989e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139989e98 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139989e98 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139989e98 ">To create or edit a console app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139989e98 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND View Setup and Configuration </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you plan to create multiple messaging components that are linked to flows, here are two ways to help service reps quickly find the flow they need in the Service Console: - Group the Flow components in an Accordion component. To help service reps understand the purpose of the accordion component, enter a custom section label—for example, Messaging Components (Dynamic). - Group all messaging component flows as sub-flows within one larger flow. When a service rep runs the flow, they select the relevant sub-flow to insert the messaging component they need. 1. In Flow Builder, create a screen flow. See the example for guidance. 2. Add the flow to the Service Console so service reps can send the component during messaging sessions. See [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). 3. Send the time selector in enhanced Messaging channels or Enhanced Chat. 1. During an active messaging session, in the Service Console, find the Flow component that’s linked to the time selector. 2. Run the flow to insert the component into the message field. 3. Click **Send**. In this enhanced Facebook Messenger channel, the service rep sees: ![Conversation component with time selector component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_time_selector_agent2.png) The customer sees: ![Component in a Facebook Messenger conversation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_time_selector_customer.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example This flow sends a time selector component and asks the customer to select a time slot for an appointment. The component is linked to the flow on the screen labeled Time selected screen. ![Sample flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_time_selector_example_flow.png) #### See Also - [Build a Flow](https://help.salesforce.com/s/articleView?id=platform.flow_build.htm&type=5&language=en_US) - [Flow Screen Input Component: Enhanced Message](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_screencmp_enhancedmessage.htm&type=5&language=en_US) - [Set Up a Flow to Send Questions with Options in Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.messaging_flow_dynamic_questions.htm&release=264.0.0&type=5 "To let service reps send a question with dynamic options in supported enhanced Messaging channels or Enhanced Chat, create a flow and associate it with your question component. Then, add the flow to the Service Console.") - [Example: Apex Class for Time Selector Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_apex_class.htm&release=264.0.0&type=5 "Time selector messaging components send customers a prompt and a list of available time slots for them to choose from. To generate the list of time slots each time the component is sent, create an Apex class. The Apex class determines the time slot start time, duration, and time zone.") <!-- document id=2de4dbe3a8abd317ad32c23c9819928fb261c064e81fe8fa3d40d74f36849307 url=/admin/current/en-us/service/264-0-0/mfs_native_gis_connector_setup.md --> # Set Up a Native GIS Connector To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24828e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24828e72 ">To set up connectors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24828e72 ">Customize Application</td> </tr> </tbody> </table> A connector pushes synced records to ArcGIS as a reference layer, so mobile workers view them on the map even when the records aren’t primed on the device through Briefcase. The app makes reference-layer records available through the ArcGIS SDK instead. To learn how connectors compare to related objects, see [Data Layers for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_data_layers.htm&release=264.0.0&type=5 "Plot Salesforce data on Native GIS maps in the Field Service mobile app. On the Data Layers tab in Field Maps Settings, set up a connector to sync data to ArcGIS as a reference layer, or map related objects directly from Salesforce without syncing."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The connector creates and updates the records modified since the last sync, based on the Last Modified field on the record. During its initial run, the connector processes all changes from the previous 7 days. 1. From Setup, find and select **Field Maps Settings**. 2. Open the **Data Layers** tab. 3. In the **Connectors** section, click **New Connector**. 4. Enter a name and select the authentication record that you created. 5. Click **Next**. 6. Click the ![Plus icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_plus.png) icon and select an object that you want to sync. For example, Work Order, Work Order Line Item, Account, Location, Asset, or any custom objects that you’ve defined. 7. You can define filters to update data for records containing specific values. 1. From **Filter By**, select the field to use to update ArcGIS. 2. Define the criteria and a value. 3. Define more fields as required. 4. Add filter logic to define how and when to apply the filters, using AND and OR logic. ![New Connector](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_new_connector.png) 8. Under **Feature Layer Details**, define the details of the ArcGIS feature layer and the specific layer you want to connect to. 1. For Feature Layer URL, navigate to the feature layer in your ArcGIS account and copy the URL. 2. For Layer ID, enter 0 if your feature layer has only 1 layer. If it has multiple layers, open the layer and extract the value that appears after the sublayer query param in the browser’s URL. For example, if the layer’s browser URL is: https://sfsesri.maps.arcgis.com/home/item.html?id=bb42fdb05a46406c8082b9cb0a4ca526&sublayer=2, the Layer ID is 2. 3. Click **Get Fields** and make sure that you see Assign Object Fields to Feature Layer Fields and Assign Geometry Fields. If you receive an error, make sure that you’ve set up the authentication record correctly. 9. Under Assign Object Fields to Feature Layer Fields, you can map an object field to the equivalent field in the layer’s table in ArcGIS. ![Assign Objects](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_new_connector1.png) 10. Assign the Geometry types to an object field, which must contain a value. 1. For polygons and lines, choose a text field, which includes a GeoJSON format. 2. For points, choose a field of geolocation type. 3. Click **Next**. 11. Set the connector’s status to **Active**. 12. Under Send connector data, define how often to sync Salesforce data with ArcGIS. 13. Save your changes. **Considerations** - Before reference-layer records appear in the app, set up Briefcase for the object and prime at least one record. The app then primes the remaining reference-layer records through the ArcGIS SDK, not through Briefcase. - When mobile workers tap a reference-layer record on the map, they see the record’s Salesforce details and can create or update it. - You can configure up to three connectors and push up to 150 million records from Salesforce to ArcGIS within a 24-hour period. You can push up to 10,000 records in a single update. - Make sure that mobile workers have access to the records that the connector pushes to ArcGIS. A record can appear on the map even if the mobile worker doesn’t have permission to view it in Salesforce. - To avoid data conflicts, don’t send the same records to multiple feature layers. - The Native GIS Connector treats Salesforce as the source of truth and syncs one way. The connector doesn’t detect changes that you make directly in ArcGIS. If you update a record in both Salesforce and ArcGIS, the next connector run overwrites the ArcGIS changes with the Salesforce values. If you delete a record in ArcGIS but the record still exists in Salesforce, the next connector run doesn’t push the record again, because the connector resyncs only records whose Last Modified date in Salesforce has changed. - To restore a record that you deleted in ArcGIS but that still exists in Salesforce, edit the Salesforce record so its Last Modified date is updated, and then wait for the next connector run. - The connector retains historical data for a maximum of 30 days. - The connector doesn’t update the map in real time. Reference-layer records appear or change on the map only after the connector’s next scheduled push to ArcGIS. - The connector adds and updates records in ArcGIS but never deletes them. A record that no longer matches the connector’s filter, such as a work order that’s now Completed, stays on the map until you delete it in Salesforce. For data that changes often, plan to either delete stale records regularly in ArcGIS or use feature layers scoped to a time period that you replace on a schedule. **Troubleshooting** - When a connector job fails, you can send yourself an email using Salesforce Flows, which can provide details that can help you troubleshoot issues. See [Sending Emails from a Flow](https://help.salesforce.com/s/articleView?id=platform.automate_flow_build_example_send_email_from_a_flow.htm&type=5&language=en_US). Choose **Gis Provider Connector Object Job Run** as the object whose records trigger the flow when they’re created, updated, or deleted. - Optionally, if a connector job fails, you can fix the missing records manually in ArcGIS portal. You can also clone the connector and run it, then reuse the original connector after the clone finishes. Before you clone, set the Salesforce record ID field as unique in the ArcGIS feature layer to prevent duplicate records, and note that the initial run of the cloned connector processes only the previous 7 days of Salesforce changes. <!-- document id=4a0cd638254040d449debb79681a8eddb499ea70f7bdb9b9b64245a76c0aa076 url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_nba.md --> # Set Up a Next Best Action If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=platform.nba_ref_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To show the recommendation, pass the keyword or detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page. - **[Create the Recommendations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendations_create.htm&release=264.0.0&type=5)** Create recommendations that suggest the next best action for support reps while they’re working with your customers. For each recommendation, you specify an action, which is configured as a part of the Conversation Intelligence rule. - **[Create the Recommendation Strategy Flow for Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_create.htm&release=264.0.0&type=5)** To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations. - **[Pass the Rule Name as Input to a Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_pass.htm&release=264.0.0&type=5)** To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow. - **[Add the Einstein Next Best Action Component to the Record Page](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_add_nba_to_record_page.htm&release=264.0.0&type=5)** Add the component to the Voice Call or Messaging Session record page so that support reps see the Next Best Action recommendation. #### See Also - [Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=platform.einstein_next_best_action.htm&type=5&language=en_US) <!-- document id=30029141432fcd71e4c0bf352aa2df2e7de1dbbc06cfc5d53888aeeb59e6aa17 url=/admin/current/en-us/service/264-0-0/afcc_sv_set_up_a_post_call_experience_flow.md --> # Set Up a Post-Call Experience Flow Automatically run a follow-up flow when the last rep disconnects from a call to collect customer feedback, log call details, offer callbacks, or perform automated background updates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">This article applies to: Salesforce Voice (Native Telephony)</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44109e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44109e60 ">To setup a post call experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44109e60 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td> </tr> </tbody> </table> Let’s consider a customer service scenario where a client calls a banking support helpline to resolve a critical account issue. After the representative resolves the issue and hangs up, the line remains open, and the system automatically triggers an interactive IVR survey. This allows the customer to rate their experience and provide instant feedback while the interaction is still fresh, providing the support team with real-time customer satisfaction data without requiring manual effort from the agent. 1. Configure the Main Omni-Channel Flow 1. From **Setup**, enter Flows in the Quick Find box, then select **Flows**. 2. Click **New Flow** and select **Omni-Channel Flow**. 3. Add a Play Prompt element to play a welcome message for the caller: - Label: welcome - API Name: welcome - Set Timeout Length: - Amount of Time: 1 - Units: Days - Prompt Type: Select Message - Language: English (United States) - Voice Profile: Juniper - Message: Welcome to our post-call experience. Please stay on the line after your conversation to provide your feedback. - User Response Settings: Not Required. 4. Click ![add icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_add_icon.png) and search for Set End Call Experience to add the post-call action: - Label: post call experience - API Name: post\_call\_experience - Record Id: {!recordId} - End Call Experience Flow: Select your target follow-up flow (e.g., IVR Survey). The flow appears in the dropdown only after you create it in Step 2. - Under Flow Input Parameters, select **recordId**, Turn On and map it to **{!recordId**}. 5. Add a Route Work element to route the call to an available agent: - Label: route work - API Name: route\_work - How Many Work Records to Route?: Single. - Record ID Variable: `{!recordId}` - Service Channel: Phone. - Route To: Queue. - Queue: queue (e.g., coldtransferqueue111). 6. **Save** and **Activate** the flow. 2. Configure the Post-Call Survey Flow 1. Create a new Omni-Channel Flow (e.g., named IVR Survey). 2. Add a Play Prompt element to conduct the survey and collect DTMF inputs: - Label: IVR Survey - API Name: IVR\_Survey - Prompt Type: Select Message - Language: English (United States) - Voice Profile: Juniper - Message: This is a survey call. You interacted with a bank customer service executive. For the experience, please rate us between 1 to 5, with 1 being the lowest and 5 being the highest. - Under **User Response Settings**: - Define Dual-Tone Multi-Frequency (DTMF) Response Values: Add 1, 2, 3, 4, and 5. - Minimum Input Value Length: 1 - Maximum Input Value Length: 1 - Set Response Delimiter: # - Response Timeout: 10 Seconds - Digit Response Timeout: 5 Seconds - Response Retry: Turn on and set Retry Count to 3, and enter custom retry message: Sorry, didn't get the input. Please try again!. 3. Add a second Play Prompt element to thank the caller: - Label: Thank you - API Name: Thank\_you - Prompt Type: Select Message - Language: English (United States) - Voice Profile: Juniper - Message: Thank you for the survey response. Have a good day! 4. Add an End Call element to disconnect the line: - Label: Disconnect Call - API Name: Disconnect\_Call 5. Connect the elements to End, then **Save** and **Activate** your flow. <!-- document id=91e7f316d4e795bbce84bbc10447b68bf93b012144128537338012861126719c url=/admin/current/en-us/service/264-0-0/console2_define_app.md --> # Set Up a Salesforce Console App in Salesforce Classic To create a console, administrators must create a console app. Each console is a custom app that users select from the Lightning Platform app menu. The number of console apps you can create is based on your Salesforce org’s custom app limits. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**, then click **Next**. 2. Click **New**, select Console, and click **Next**. Optionally, to copy an existing console, click **Clone** on the console’s detail page. Save a console that you’ve copied before you can update its cloned push notifications or keyboard shortcuts. 3. Type a label for the app, then click **Next**. The label can have a maximum of 40 characters, including spaces. This label is the app’s name in the Lightning Platform app menu. 4. Optionally, add a custom logo. Click **Insert an image**, choose a file image from the document library, then click **Next**. 5. Select the items to include in the navigation tab, then click **Next**. You can't add the following to the navigation tab: forecasts, ideas, answers, connections, portals, console, activities (tasks and events), the App Launcher, or buttons for customizing your org. Tab visibility settings, and the Overwrite users' personal tab customizations setting, don't apply to the navigation tab. For example, you can access Accounts from the navigation tab even if Accounts are Tab Hidden on user profiles. 6. Choose how items that aren’t selected from a primary tab or subtab display, then click **Next**. For example, choose whether cases display as primary tabs or as subtabs on parent records when selected from list views, search results, or screen pops. Click: - As a primary tab to display the object's records as primary tabs. - As a subtab of to display the object's records as subtabs. From the drop-down list, choose the parent record where the subtabs appear. For example, if you want cases to appear as subtabs on contacts, select Contact Name (Contact) in the Cases row. If parent records don't apply, subtabs appear as primary tabs. For example, if you make campaigns a subtab of leads but a lead doesn't belong to a campaign, that campaign appears as a primary tab. 7. Optionally, if your org has Agentforce Service (formerly Service Cloud) and Chat, select Include Chat in this App, and click **Next**. If you choose to include a chat workspace for Chat in your console, you can: - Choose records or pages to open as subtabs of chat sessions. - Select Include Suggested Articles from Salesforce Knowledge in Chat to display the articles tool in the chat workspace. 8. Assign the Salesforce console to user profiles: 1. Check the Visible box to choose the user profiles for which the app is available. 2. Check the Default box to set the app as that profile’s default app, meaning that new users with the profile see this app the first time they log in. Profiles with limits are excluded from this list. 9. Click **Save**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To see any setup changes to a console, refresh your browser. #### See Also - [Set Up a Service Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_serviceconsole.htm&release=264.0.0&type=5 "Create and customize a console app, then assign the Service Cloud User feature license to users.") - [Set Up Sales Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_salesconsole.htm&release=264.0.0&type=5 "To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions.") - [Brand a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_color.htm&release=264.0.0&type=5 "You can brand a console by adding a custom logo to its header and specifying colors for its header, footer, and primary tabs.") <!-- document id=a8420c8db2bfcb7058290c6fa2749e67bd9e3f0a840751068f2ae612c2b383f9 url=/admin/current/en-us/service/264-0-0/console2_setting_up_intro.md --> # Set Up a Salesforce Console in Salesforce Classic You can set up a console for Sales, Service, or create one for your own business needs. - **[Set Up a Service Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_serviceconsole.htm&release=264.0.0&type=5)** Create and customize a console app, then assign the Service Cloud User feature license to users. - **[Set Up Service Features with Launch Pad Templates](https://help.salesforce.com/s/articleView?id=service.console2_launch_pad.htm&release=264.0.0&type=5)** Deploy and test Service features with just a few clicks. This suite of templates helps you set up some of the most popular Service features, such as time-saving console configurations and reports and dashboards essential for service organization. - **[Assign the Service Cloud Feature License to Users](https://help.salesforce.com/s/articleView?id=service.console2_assign_service_feature_license.htm&release=264.0.0&type=5)** The Service Cloud User feature license entitles users to additional Salesforce features, such as the Service Console. - **[Set Up Sales Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_salesconsole.htm&release=264.0.0&type=5)** To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions. - **[Assign the Salesforce Console User Permission Set to Sales Console Users](https://help.salesforce.com/s/articleView?id=service.console2_enable_sales_console_perm.htm&release=264.0.0&type=5)** After you’ve assigned the “Sales Console User” permission set license to users, assign users to the “Salesforce Console User” permission set. - **[Set Up a Salesforce Console App in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_define_app.htm&release=264.0.0&type=5)** To create a console, administrators must create a console app. - **[Brand a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_color.htm&release=264.0.0&type=5)** You can brand a console by adding a custom logo to its header and specifying colors for its header, footer, and primary tabs. - **[Hide a Salesforce Classic Console from the App Launcher in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_access_applauncher.htm&release=264.0.0&type=5)** By default, Salesforce Classic consoles appear in the App Launcher in Lightning Experience. This visibility lets your console users access all your consoles apps, ones created in Salesforce Classic and ones created in Lightning Experience, without having to switch UIs. You can change this behavior if you want to limit access to your Salesforce Classic consoles. #### See Also - [Salesforce Console in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.console_lex_intro.htm&release=264.0.0&type=5 "Get started with the Salesforce console in Lightning Experience.") <!-- document id=8a97f46845240b32a5647c4cd9f6b705694406ff810dcc903b8efc81bc43c67e url=/admin/current/en-us/service/264-0-0/mfs_agentforce_scheduling_employee.md --> # Set Up a Scheduling Agent for Field Service Mobile Workers Let your workers schedule, reschedule, or inquire about appointments directly from Agentforce in the mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d161269e85">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161269e85 ">To build and manage Employee agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161269e85 "> <p>Manage AI Agents</p> <p>OR </p> <p style="margin-bottom:0;">Customize Application </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, create an agent in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). Before you begin, make sure that [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US&type=5) was set up and that [Agentforce is enabled](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US&type=5). ## Create an Agent from an Employee Agent Template 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select the **Field Service Scheduling for Employees** agent template. Enter the agent's name and then click **Let's Go**. 4. Review your agent in Agentforce Builder. 1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US&type=5) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US&type=5). 2. In the Subagents section, manage and customize your agent's [subagents](https://help.salesforce.com/s/articleView?id=ai.agent_topics_manage.htm&language=en_US&type=5) and [actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&language=en_US&type=5). 3. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent's responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&language=en_US&type=5). 5. Test your agent and confirm that it performs as expected and meets your security standards on the **Preview** tab. For more details about testing, see [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5). 6. When you're ready, [commit and activate](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5) your agent. 7. Instruct your mobile workers to ask Agentforce to schedule an appointment for a customer or make last-minute schedule changes. ## Manage Employee Agent Access Control user access to specific Agentforce Employee agents with permission sets or profiles. 1. Give users access to an Agentforce Employee agent created in the new Agentforce Builder. 1. In Setup, find and select **Permission Sets** or **Profiles**. 2. Select a permission set or profile. 3. Edit the **Enabled Agent Access** settings. 4. Select the Agentforce Employee agents that you want to give users access to and then click **Save**. 2. Assign these Field Service permission sets to the relevant mobile workers: - **Einstein Field Service User** - **Field Service AI Agent Permissions** #### See Also - [Trailhead: Quick Start: Create Employee Agents in Agentforce](https://trailhead.salesforce.com/content/learn/projects/quick-start-create-employee-agents-in-agentforce) - [Agentforce Workshop: Get Hands On with Employee Agents](https://developer.salesforce.com/agentforce-workshop/employee-agents/overview) <!-- document id=a0dc56de3a38555b663b2229e44a053e56a5b6719e3dc36206b0d42afeec4401 url=/admin/current/en-us/service/264-0-0/console2_setting_up_serviceconsole.md --> # Set Up a Service Console in Salesforce Classic Create and customize a console app, then assign the Service Cloud User feature license to users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10136e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10136e78 ">To create a Salesforce console for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10136e78 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Service Cloud User</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10136e78 ">To customize a Salesforce console for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10136e78 ">Customize Application</td> </tr> </tbody> </table> 1. [Customize highlight panels for all objects](https://help.salesforce.com/s/articleView?id=service.customize_layoutcustomize_highlights_panel.htm&release=264.0.0&type=5 "The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps users see key information at a glance.") and [turn them on](https://help.salesforce.com/s/articleView?id=service.customize_layoutcustomize_highlights_panel.htm&release=264.0.0&type=5 "The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps users see key information at a glance."). 2. [Create a console app and assign it to user profiles.](https://help.salesforce.com/s/articleView?id=service.console2_define_app.htm&release=264.0.0&type=5 "To create a console, administrators must create a console app.") 3. Optionally, for support agents: - [Brand your console](https://help.salesforce.com/s/articleView?id=service.console2_components_color.htm&release=264.0.0&type=5 "You can brand a console by adding a custom logo to its header and specifying colors for its header, footer, and primary tabs."). - [Choose how pinned lists display](https://help.salesforce.com/s/articleView?id=service.console2_list_display.htm&release=264.0.0&type=5 "Administrators can change how lists appear to console users."). - [Allow domains](https://help.salesforce.com/s/articleView?id=service.console2_allowed_domains.htm&release=264.0.0&type=5 "Salesforce admins can let console users access domains outside of Salesforce. For example, you can add www.example.com to a console’s allowlist so that console users can access that domain."). - [Customize push notifications](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications.htm&release=264.0.0&type=5 "Administrators can set up push notifications in a console so that users can see when a record they’re working on has been changed by others."). - [Customize keyboard shortcuts](https://help.salesforce.com/s/articleView?id=service.console2_setup_keyboard_shortcuts.htm&release=264.0.0&type=5 "Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys instead of having to use a mouse."). - [Turn on the Knowledge Sidebar](https://help.salesforce.com/s/articleView?id=service.console2_setup_knowledge.htm&release=264.0.0&type=5 "If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases can automatically see relevant knowledge articles that can help them close cases faster."). - [Set up interaction logs](https://help.salesforce.com/s/articleView?id=service.console2_setup_log.htm&release=264.0.0&type=5 "An interaction log lets Salesforce console users write notes on records that appear on primary tabs.") and [assign them to user profiles](https://help.salesforce.com/s/articleView?id=service.console2_log_assign.htm&release=264.0.0&type=5 "After you set up or customize interaction logs, you can assign them to different user profiles."). - Turn on Chat (available only for a console for service). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Set up your Chat implementation before adding it to your console. If you’re adding Chat to an existing console, test your console before deploying it to your agents. Make sure your sidebar components look as expected. 4. [Assign users the Service Cloud User feature license.](https://help.salesforce.com/s/articleView?id=service.console2_assign_service_feature_license.htm&release=264.0.0&type=5 "The Service Cloud User feature license entitles users to additional Salesforce features, such as the Service Console.") ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To add third-party integrations, or expand console customizations to new levels, advanced Salesforce admins and developers can create console components, or use code with an API named the Salesforce Console Integration Toolkit. #### See Also - [Salesforce Console Implementation Tips](https://help.salesforce.com/s/articleView?id=service.console2_impl_tips.htm&release=264.0.0&type=5 "Review these tips to make sure that you’re getting the most out of your console implementation.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") - [Lightning Service Console](https://help.salesforce.com/s/articleView?id=service.console_lex_service_intro.htm&release=264.0.0&type=5 "The Service Console is a standard Salesforce Lightning console app that meets all your service needs. You can customize this app to make it your own.") <!-- document id=46b2dd63a1f6b3300c342c82490ad1f069b0a180807c728c3e378467e7ed0a31 url=/admin/current/en-us/service/264-0-0/vaccine_packages_site_domain_setup.md --> # Set Up a Site and Domain for Your Vaccine Eligibility Forms Create a site and connect it to your domain. Then, change the home page to one of the Visualforce pages included in the Vaccine Eligibility package and set up public access to the form. First, let’s create everything you need to get started. 1. Enable Digital Experiences and register a domain. The domain should be in the format `YOURSITE-community/force.com`. For detailed steps, see [Enable Digital Experiences](https://help.salesforce.com/articleView?id=experience.networks_enable.htm&type=5&language=en_US). 2. Create a new Salesforce Tabs + Visualforce Community. Don’t activate it yet. 3. Make sure that an Experience Cloud site was created with your domain. 4. Set up a custom domain to serve your site. 1. We recommend that you use the Salesforce CDN to serve your custom domain. 2. When you add a custom URL, enter / to create a root path for your domain. Change the home page of your site to one of the Visualforce pages included in the package, then set access. 1. Go to **Setup** | **User Interface** | **Sites and Domains** | **Sites**. 2. Click the site label of your Experience Cloud site. (The site type is Community.) 3. Click **Edit**. 4. Under Active Site Home Page, use the lookup to find the page you want to use as the home page. For the Vaccine Eligibility packages, use **Vaccination Sign-Up Start Page**. 5. Make sure that the following settings are selected: 1. **Require secure connections (HTTPS)** 2. **Upgrade all requests to HTTPS** 6. Click **Save**. 7. Click **Public Access Settings**. 8. On Enabled Visualforce Page Access, click **Edit**. 9. Add every page that begins with `vaxpk`. 10. Click **Save**. 11. On Enabled Apex Class Access, click **Edit**. 12. Add the following controller. For Vaccine Eligibility packages, add `vaxpk.PreRegUserInputController`. 13. Click **Save**. Activate your site. 1. Go to **Setup** | **Digital Experiences** | **All Sites**. 2. Click **Workspace** next to the Tabs + Visualforce Community you created in step 2. 3. Click **Activate**. Your site’s content is published on your custom domain and URL. Preview your site. 1. Go to **Setup** | **User Interface** | **Sites and Domains** | **Domains**. 2. Click the name of your custom URL. 3. Click **View** next to the root path. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note If you made any changes to the Visualforce pages, preview your site with the Experience Cloud site URL instead. It can take some time for changes to appear from your external domain. To protect your sign-up form against bots, we strongly encourage you to implement a captcha solution for your registration form. [Learn More](https://www.learnexperiencecloud.com/s/article/Implementing-reCAPTCHA-in-Community-Cloud) Keep in mind that any server-side processing that you introduce with your recaptcha implementation impacts the performance of the form. Notify Salesforce before performing any load or scale testing in production. <!-- document id=deea5404645220495cb575c571338ae0a9f13436e25c71d1666d54ce84bf671d url=/admin/current/en-us/service/264-0-0/omnichannel_status_based_capacity.md --> # Set Up a Status-Based Capacity Model Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d150637e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150637e59 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150637e59 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, enter Omni-Channel in the Quick Find box, then select **Omni-Channel Settings**. 2. Select **Enable Status-Based Capacity Model**. ![Enable Status-Based Capacity Model](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_status_based_cap_model.png) You can now set up the status-based capacity model for each channel. 3. From Setup, enter Service Channels in the Quick Find box, then select **Service Channels**. 4. Edit an existing service channel or add a new one. 5. For each service channel, select the Status-Based capacity model. (1) ![Service channel settings for status-based capacity](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_status_based_capacity1.png) 6. Specify the picklist field that you use to track work status and the field values that you use for completed, paused, and in-progress work. (2) For information on the In-Progress, Paused, and Completed states, see [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels."). For information on setting picklist values for Status Field, see [Add or Update Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US). The Paused state is available only when Enhanced Omni-Channel is enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For some channels, these values are system-controlled, so mapping picklists in this way isn’t available. 7. Optionally, check one or both of the **Check agent capacity** checkboxes to determine a rep’s capacity before Omni-Channel reopens or reassigns work. (3) If the service rep doesn’t have capacity, the work item is rerouted based on how it was most recently routed. For example, if the work item was routed using queue-based routing, Omni-Channel reroutes the work item to the queue that it was assigned to. For work that’s assigned to a specific service rep, leave the **Check agent capacity** checkboxes blank to override a capacity check and keep the work assigned to the service rep. ## Considerations for Status-Based Capacity Models Keep these factors in mind when using status-based capacity models. Review these considerations before you use status-based capacity. - With the status-based capacity model, Omni-Channel can assign a service rep a total of 100 work items. The Omni-Channel component shows the first 20 assigned work items. An additional 20 work items can remain open and assigned, but they don't impact service rep capacity. To view more work items, a service rep should close other work items, go offline, and then come back online. - A work item consumes service rep capacity only if Omni-Channel first assigns the work using queues or skills. Work items created before status-based capacity is enabled don't apply toward service rep capacity. - To make sure that service reps have a manageable workload, they should handle assignments exclusively from Omni-Channel. - To make sure that service reps are working on the highest priority work, Omni-Channel prioritizes work for them. - If you don't select the capacity checkboxes when you set up status-based capacity, the automation rules aren’t triggered. - After Conversation Work (ACW) isn't compatible with the status-based capacity model. - If using Voice with a status-based capacity model, reps can’t set their own Omni-Channel status. - Because contact requests aren’t compatible with status-based capacity, the status-based capacity model doesn’t support callbacks for voice calls routed with Omni-Channel Unified Routing. #### See Also - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US) <!-- document id=8e1c1859b64630cb074acc845b936b6f051c2c4cff73e4d27d5b0f55b0fba613 url=/admin/current/en-us/service/264-0-0/afcc_sv_byoc_set_up_trunk.md --> # Set Up a Trunk Define how calls flow between your carrier and Salesforce by setting up a trunk. The trunk connects your voice carrier to Salesforce through a Session Initiation Protocol (SIP) trunk, enabling seamless inbound and outbound calls in your contact center. Each trunk configuration securely stores the essential configuration—trunk details, authentication credentials, and routing endpoints—that defines exactly how calls flow between your carrier and Salesforce. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Choose between a managed trunk that offers fully managed voice integration with pre-selected carriers where Salesforce handles the SIP trunk configuration on your behalf, or a custom trunk that gives you complete flexibility to configure your own provider with full control over trunk details, authentication, and routing settings. ## Considerations When setting up trunks, keep these details in mind. - The Media Region determines where media (audio) is processed. Selecting a region close to your carrier reduces latency and improves call quality. - SIP ACL IP Addresses act as an allowlist. Only traffic originating from these IPs is accepted by Salesforce for this provider. - Configure multiple SIP termination endpoints for outbound redundancy and to distribute call loads. - Custom Headers are included in the SIP INVITE for outbound calls. Use them to pass the metadata that your carrier needs for routing, billing, or identification. - If your carrier requires mutual identity verification, make sure you enable inbound and outbound authentication. Both of these use SIP digest authentication (RFC 3261). - For a managed trunk with Bandwidth, Salesforce manages the trunk configuration and you only need to complete the carrier-side setup using your Salesforce Org ID. - The Inbound SIP Address (sip.salesforce.com) is system-generated and cannot be changed. Configure this endpoint in your carrier's routing settings to send inbound calls to Salesforce. - **[Create a Managed Trunk](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_create_managed_trunk.htm&release=264.0.0&type=5)** A trunk represents the connection between your telephony carrier and Agentforce Contact Center infrastructure. Let Salesforce handle the trunk configuration so that you can get started quickly. - **[Create a Custom Trunk](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_create_custom_trunk.htm&release=264.0.0&type=5)** Set up your voice connection exactly the way you want it, with complete control over trunk configuration, inbound routing, and outbound termination settings. - **[View Trunk Details](https://help.salesforce.com/s/articleView?id=service.afcc_sv_byoc_view_trunk.htm&release=264.0.0&type=5)** See and edit trunk information. <!-- document id=e4d12b767872cc4282c4383dfecad42bc97fb1da9819c896868e018fe1b96946 url=/admin/current/en-us/service/264-0-0/safety_cloud_setup_wellnes_questionnaire_hv.md --> # Set Up a Wellness Questionnaire for Health Verifications You can access and set up a Wellness Questionnaire for Health Verifications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d1723e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1723e60 ">To install a package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1723e60 ">Modify All Data</td> </tr> </tbody> </table> For the prerequisites for installing and using Surveys and the Wellness Questionnaire, see [Considerations for the Safety Cloud Packages](https://help.salesforce.com/s/articleView?id=service.safety_cloud_considerations.htm&release=264.0.0&type=5 "Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites."). For information on how to edit Surveys, refer to [Create and Design Surveys](https://help.salesforce.com/s/articleView?id=xcloud.concept_create_surveys_overview.htm&type=5&language=en_US). To access and set up the Safety Cloud Wellness Questionnaire, complete these steps. 1. From the App Launcher, enter Surveys, and then select Surveys. 2. Find the Wellness Questionnaire, and select it. 3. Click **Open Latest Version**. 4. To view a page in the Wellness Questionnaire, from the navigation on the left, select the page. 5. To create an editable version of the questionnaire, from the dropdown menu in the upper right corner of the user interface, select **Create New Version**. #### See Also - [Customize the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_customize_wellnes_questionnaire_hv.htm&release=264.0.0&type=5 "You can customize the Wellness Questionnaire by including the name of the event and the first and last name of the individual who is filling it out.") - [Configure Data Mappings for the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_create_wellness_q_datamappings.htm&release=264.0.0&type=5 "The Wellness Questionnaire comes preconfigured with default data mappings that map Wellness Questionnaire survey responses to fields on the Health Verification record. When a respondent submits the Wellness Questionnaire, Safety Cloud generates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to the matching fields on the record.") <!-- document id=23ae663dbb3d56ce168552f5af55d1cb722ebcf055b7b9a009177dee807b4685 url=/admin/current/en-us/service/264-0-0/miaw_enable_abandoned_chat_timeouts.md --> # Set Up Abandoned Chat Timeouts Configure a timeout that moves abandoned messaging sessions to an inactive state when customers leave a conversation by closing their browser or tab, navigating away from the page, or losing their connection. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_enable_abandoned_chat_timeouts__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_enable_abandoned_chat_timeouts__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d41442e97">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41442e97 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41442e97 "> <p>Customize Application</p> <p> AND </p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d41442e97 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d41442e97 "> <p style="margin-bottom:0;">Manage Profiles and Permission Sets</p> </td> </tr> </tbody> </table> **Considerations and Limitations** - This feature applies only to conversations with service reps. Sessions that include bots or Automated Service Agents (ASAs) aren’t moved to an inactive state while those participants are present. - Because this feature is event-based, the timeout typically takes an additional 1 to 2 minutes to process. For example, if the timeout is set to 10 minutes, the session can become inactive between 10 and 12 minutes after inactivity. - When a customer abandons a chat that's already accepted by a service rep, the session becomes inactive after the timeout. The chat transcript becomes read-only, and the service rep can't send messages. A system message indicates that the session is inactive. - On mobile web and Mobile SDK clients, if a customer locks their device or moves the app or browser to the background, the app disconnects from the server. The system considers the chat abandoned, which triggers the timeout period and makes the session inactive when the timer ends. **Turn On Abandoned Chats** 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. To edit the channel you want to work with, click the arrow next to the channel name, and then select **Edit**. 3. On the Enhanced Chat settings page, in the Abandoned Chats section, select **Automatically remove abandoned chats**. 4. For Minutes to Timeout, enter between 2 and 30 minutes to wait before changing the session to an inactive state. 5. Save your changes. 6. In Embedded Service Deployment Settings, click **Publish** to apply the changes. <!-- document id=2f98d4d704db83d406d451770d3091bb14bf87ed5dca3d1c5b4428b8ec0f7371 url=/admin/current/en-us/service/264-0-0/knowledge_insert_article_content_email.md --> # Set Up Actions to Insert Articles into Channels in Lightning Knowledge With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55000e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 ">To administer Salesforce Knowledge and create, edit, and delete page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 ">To send article content in emails:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 "> <p>Edit on cases</p> <p>AND</p> <p style="margin-bottom:0;">Read on knowledge articles</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 ">To send article content in social, chat, and messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 "> <p>Edit on cases AND Edit on the social, chat, or messaging object</p> <p>AND</p> <p style="margin-bottom:0;">Read on knowledge articles</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 ">To share internal articles externally:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55000e61 "> <p style="margin-bottom:0;"><strong class="uicontrol">Share internal Knowledge articles externally</strong> under Administrative Permissions</p> </td> </tr> </tbody> </table> Ensure that these setup requirements are met. - To share articles in emails, Email-to-case must be enabled. The case page layout has the SendEmail action. HTML Body or Text must be in the SendEmail layout. - To share articles in social posts, Social Customer Service is enabled. You have a social account, and the Social channel is in the case page layout. - To share articles in chat or messaging conversations, configure Chat or Messaging and add the channel to the page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If the lightning page has a CaseArticle related list, the page reloads while using the **Insert Article into Email** action, which can cause the email publisher action to reload and lose unsaved email content. To avoid this problem, you can either remove the Case Article related list from the lightning page, or attach the article first and then start the email publisher action. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature isn’t available in Essentials edition because record types must be enabled to configure communication channel mappings. 1. From the Object Manager, choose the **Knowledge** object. 2. Under Communication Channel Mappings, click **New**. 3. Enter a label and name. 4. Add the desired channels to the Selected Channels list. Each channel has a different context. Create communication channel mappings for multiple channels only when those channels have the same content needs. For example, you can share rich text fields in emails but not other channels. We recommend choosing or creating text fields designated for channel use. 5. Add the fields to include when the article is shared. - Only plain text is supported in social, chat, and messaging. If you insert rich text fields, styles and formatting are removed and only the text is inserted. - You can’t include smart links or embed videos in emails. HTML iframes are removed before the email is sent. - The following fields aren’t supported in communication channels: - isDeleted - Language - MultiPicklist and picklist fields - Publication Status - Source - Validation Status 6. Choose whether to include field labels and related files with inserted articles. By default, field labels are included with inserted articles in all channels and related files are attached to emails. When Files are attached, support reps can still detach files before they send the email. - To hide field labels, select **Omit field labels**. - To skip file attachments, select **Don't attach related files to emails**. 7. Click **Save**. The appropriate action appears in the Knowledge component and article related lists in cases when you save a communication channel mapping for the channel. 8. (Optional) To let users share the contents of internal articles, enable **Share internal Knowledge articles externally** under App Permissions for the profile or permission set. Your support reps can now send article contents in case emails, social posts, and chat and messaging conversations. And support reps can change article contents before sending. If the article wasn't attached to the case previously, using these actions adds it to the related list. <!-- document id=9c3f0237dfa6e6bcaffd52ce9b8878c78dcd10a9a9188735b77221dcc285c266 url=/admin/current/en-us/service/264-0-0/knowledge_email_article_content.md --> # Set Up Actions to Insert Articles to Case Publishers in Salesforce Classic When using Knowledge in Salesforce Classic, support reps can send an article’s content embedded in the body of the email, a social post, or the Experience Cloud site publisher. Create a communication channel mapping to choose which article fields are included for each article type. Instead of sending a URL, your customers can then access the information without going to a website. Support reps can send articles that are not published publicly without rewriting or copying an internal article. By using permissions, admins can let specific support reps choose which internal articles to share externally while others can send only published, external articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101416e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 ">To administer Salesforce Knowledge and create, edit, and delete page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 ">To send article content in emails in Classic Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 "> <p style="margin-bottom:0;">Edit on cases AND read on Knowledge articles</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 ">To send internal content in emails in Classic Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101416e63 "> <p>Enable <strong class="uicontrol">Share internal Knowledge articles externally</strong></p> <p>AND</p> <p style="margin-bottom:0;">Enable <strong class="uicontrol">Attaching articles inline</strong></p> </td> </tr> </tbody> </table> Email-to-case must be enabled. The case page layout has the SendEmail action. An HTML Body or Text field must be in the SendEmail layout. 1. From the object management settings for cases, go to Page Layouts. 2. How you access the Case Feed Settings page depends on what kind of page layout you're working with. - For a layout in the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. - For a layout in the Page Layouts for Case Feed Users section, click the down arrow and choose Edit feed view. (This section appears only for organizations created before Spring '14.) If you've already opted to use the advanced page layout editor to configure the publisher for a layout, choose Edit detail view to add, change, or remove actions. 3. Under Articles Tool Settings, select **Enable attaching articles inline**. 4. (Optional) Under Administrative Permissions, select **Share internal Knowledge articles, externally**. 5. Click **Save**. 6. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 7. Click the label or name of the article type you want to share via email. 8. Under Communication Channel Mappings, click **New** or **Edit**. 9. Enter a label and name. 10. Add **Email** to the Selected Channels list. 11. Add the fields to include in the body of an email. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can’t include smart links in the email, and the following fields are not supported: - ArticleType - isDeleted - Language - MultiPicklist - Picklist - Publication Status - Source - Validation Status 12. Click **Save**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example While solving customer cases, support reps with the permission can insert article content into the body of an email. Anywhere support reps can attach articles to cases, such as the Knowledge One sidebar in the Salesforce Console, the Articles list in the case feed, the Article widget, or the suggested articles in a Knowledge One search, they can email any article of that type within the body of an email by selecting **Email article with HTML** in the action dropdown. The article content is inserted at top of email thread or wherever the support rep left their cursor. When an article has been emailed, an envelope icon appears to the left of the title. When the article has files that exceed the 10-mb attachment limit, support reps are asked to select which files to attach and retry sending the email. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If rich text is not enabled on your case feed layout for the article type, only article text is embedded into the email and the action changes to **Email article text only**. #### See Also - [Article Type Page Layouts](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=1d9522b68e5a2478a7f5c63e6ad76ceb2b12bf72ffa5dbfe33f4f76cfa05b5fb url=/admin/current/en-us/service/264-0-0/knowledge_public_url.md --> # Set Up Actions to Share Article URLs in Channels and Case Publishers Support reps can insert links to articles from a Salesforce Site or Experience Cloud sites into the case feed. In Lightning Experience, your support reps can share article URLs in email, social posts, and chat and messaging conversations. In Salesforce Classic, your team can send article URLs in the email, social, and Experience Cloud publishers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d95161e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95161e56 ">To administer Salesforce Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95161e56 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95161e56 ">To share article links in the case feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95161e56 "> <p>Edit on Case</p> <p>AND</p> <p style="margin-bottom:0;">Read on Knowledge</p> </td> </tr> </tbody> </table> To share article URLs from Salesforce Sites or Experience Cloud sites in the case feed, you must have the Knowledge component in your Lightning page or, in Salesforce Classic, in the Service Console. You must also have either a Salesforce Site or Experience Cloud set up. Your org must have the relevant channel configured, such as email, Social Customer Service, or Chat. 1. From Setup, enter Knowledge in the quick find box, then select **Knowledge Settings**. 2. Click **Edit**. 3. Under Share Article via URL Settings, select **Allow users to share articles via public URLs**. 4. In the Available Sites list, select which Salesforce Sites and Experience Cloud sites you want support reps to see when they share article URLs. Add them to the Selected Sites list. 5. Click **Save**. Your support reps can now use these actions in the Knowledge component and in Lightning Experience list views to send links in the case feed. #### See Also - [Article Type Page Layouts](https://help.salesforce.com/s/articleView?id=service.knowledge_article_layouts_create.htm&release=264.0.0&type=5 "Article-type layouts determine which fields support rep can view and edit when entering data for an article. They also determine which sections appear when users view articles. The article-type template defines the format of the article, for example whether layout sections display as subtabs or as a single page with links. You can apply a layout per profile per article type. Therefore, you can display more sensitive fields of the same article to only those support reps with the correct profile.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=c5e9877bc934ae9d01f0c3103749c8ad7cd97c37b885b73cd868c49a0bb4869b url=/admin/current/en-us/service/264-0-0/pfs_activity_reports_set_up.md --> # Set Up Activity Reports Configure your Activity Reports settings and learn about its limitations and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Configure Activity Reports Assign user permissions and enable Activity Reports. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d109708e107">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d109708e107 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109708e107 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d109708e107 ">To configure Activity Reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d109708e107 ">Field Service Admin permission set AND Field Service Integration permission set</td> </tr> </tbody> </table> 1. Assign users these permission sets. See [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&type=5&language=en_US). - Field Service Admin permissions - Field Service Integration permissions 2. Enable Activity Reports. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Scheduling** | **General Logic** and enable **Generate activity reports and retrieve optimization request files**. ## Activity Reports Limitations and Considerations Review the limitations and considerations of Activity Reports. - Activity Reports applies only to Enhanced Scheduling and Optimization and to these scheduling and optimization request types. - Drag and Drop - Get Candidates - Book Appointment - Schedule - Resource Schedule Optimization - Global Optimization - In Day Optimization - Fix Schedule Overlaps - Bundling: Manual Requests - Appointment Insights - Activity Reports doesn’t support Government Cloud environments. - The activity reports’ output shows delayed information related to scheduling and optimization requests of up to 1 hour. - Scheduling and optimization requests that are in progress when you generate an activity report are included in the report’s output but with partial information only. To show all information related to a certain request, generate another report after the request is completed. - When you enter an activity report’s criteria and select a date range that’s in the future, an error message shows. If you don’t change the date range, the message continues to appear even after the date range is no longer in the future. When you refresh the browser, the error message disappears. #### See Also - [Field Service Scheduling and Optimization Services](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_services.htm&type=5&language=en_US) <!-- document id=71801f4905e298094f0aecb10b42bc372c7b39b6ca96a709bba1f7bf7760c0c7 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_risk_advanced_features.md --> # Set Up Advanced Risk Management Features Unlock the AI features that help your team work faster and stay current. Turn on Proactive Assistance to generate readable summaries of risks and evaluations on demand, and Continuous Evaluation to let an AI agent monitor your environment, draft new evaluations on every significant change, and queue them up for human review. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with AI IT Compliance add-on.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38681e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38681e74 ">To turn on advanced Risk Management features in Salesforce Go:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38681e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> Set up Risk Management before you turn on these advanced features, so the AI has a Risk Register, an active scoring expression set, and survey templates to work with. See [Configure Risk Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_risk_mgmt.htm&release=264.0.0&type=5 "Configure the features for risk management workflows in IT Compliance and turn on the default scoring expression set so every risk your team registers gets an automatic inherent and residual score."). The Risk Management feature page in Salesforce Go has an Unlock Advanced Functionality section with two groups of optional toggles you can turn on independently: - Activate Proactive Assistance. Enables on-demand AI summaries of Risk and Risk Evaluation records, so your team can read a concise narrative instead of piecing the picture together from related records. - Automate Risk Assessment and Remediation Using AI Agents. Enables Continuous Evaluation, the background agent that drafts new Risk Evaluations whenever it detects tracked changes to mapped policy clauses, controls, or scopes. Each toggle is independent. Turn on the ones your team needs, in any order. ## Activate Proactive Assistance in Salesforce Go Enable on-demand AI summaries of Risk and Risk Evaluation records from the Risk Management feature page in Salesforce Go. 1. On the Salesforce Go page, click the **Features** tab, and then search for and select **Accelerate Trust with Unified Risk and Compliance**. 2. Next to **Risk Management**, click **Set Up**. 3. Scroll to the **Unlock Advanced Functionality** section, and then expand **Activate Proactive Assistance**. 4. Turn on the **Turn On Proactive Assistance for Risk** toggle. This is the parent toggle that activates proactive AI for Risk records. 5. Turn on the toggles for the summary types you want: - Turn On Proactive Assistance for Risk Summary. Generates summaries of Risk records, covering current posture, mapped controls, treatment in place, and stakeholders. - Turn On Proactive Assistance for Risk Evaluation Summary. Generates summaries of Risk Evaluation records, including survey responses and the rationale for recalculated likelihood and impact scores. ## Activate Continuous Evaluation in Salesforce Go Turn on the AI agent for autonomous risk evaluation from the Risk Management feature page in Salesforce Go. 1. On the Salesforce Go page, click the **Features** tab, and then search for and select **Accelerate Trust with Unified Risk and Compliance**. 2. Next to **Risk Management**, click **Set Up**. 3. Scroll to the **Unlock Advanced Functionality** section, and then expand **Automate Risk Assessment and Remediation Using AI Agents**. 4. Turn on the **Turn On Continuous Evaluation** toggle. The agent is now active and starts monitoring the policy clauses, controls, and scopes mapped to risks in your Risk Register. When a tracked change is detected, the agent drafts a new Risk Evaluation and posts an update on the evaluation's feed for your team to review. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To see the agent's activity in the UI, make sure the Feed component is on your Risk Evaluation page layout. Feed Tracking is enabled by default on the underlying entity, but the agent's posts only render when the Feed component is part of the layout. <!-- document id=d5088a92d3eab542e90b7ef477fbc145dbb87592e1ddf06d14aff49e061c6133 url=/admin/current/en-us/service/264-0-0/pfs_set_up_sandbox_after_refresh.md --> # Set Up After Field Service Sandbox Refresh After you refresh a sandbox for Field Service, you must verify that sandbox remote sites are active. Then configure your Salesforce sandboxes to use independent remote sites for street-level routing (SLR) and optimization services, and verify your default policies and operating hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66076e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66076e72 ">To configure settings in the Field Service Admin app and Field Service Settings app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66076e72 ">Field Service Admin Permission Set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66076e72 ">To configure remote settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66076e72 ">Customize Application or Modify All Data</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. Verify that sandbox remote sites are active. From Setup, in the Quick Find box, enter Remote Site Settings, and then select **Remote Site Settings**. Activate the FSL\_GIS\_SB and FSL\_Optimize\_SB sites. Reauthenticate your optimization user and register street-level routing. 2. Register street-level routing. To register SLR, in the Field Service Admin app, select the **Field Service Settings** tab and then select **Scheduling**. Select **Routing** and click the Register button if shown. 3. Reactivate Optimization. See [Set Up Optimization](https://help.salesforce.com/articleView?id=service.pfs_activate_optimizer.htm&type=5&language=en_US) 4. In the managed package Field Service Settings app, verify the following: If you refreshed a developer sandbox, you must first create operating hours and scheduling policies and then verify. 1. Default Emergency Policy and Default Scheduling Policies. See [Create and Manage Scheduling Policies](https://help.salesforce.com/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) 2. Default Operating Hours. See [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/articleView?id=service.fs_oh_considerations.htm&type=5&language=en_US) 3. Optimization Scheduled Jobs policy. See [Set Up and Run Optimization Jobs](https://help.salesforce.com/articleView?id=service.pfs_set_up_jobs.htm&type=5&language=en_US) 4. Scheduling Recipes Policies. See [Create Scheduling Recipes for Common Events](https://help.salesforce.com/articleView?id=service.pfs_create_scheduling_recipe.htm&type=5&language=en_US) 5. Run health check. See [Test Your Field Service Configuration with Health Check](https://help.salesforce.com/articleView?id=service.pfs_health_check.htm&type=5&language=en_US) <!-- document id=48dfea04b3cb091dfd1b94f4b6978ac480b58eea7df4cccff619821d01a54cef url=/admin/current/en-us/service/264-0-0/agentforce_article_recs_for_cases_set_up.md --> # Set Up Agentforce Article Recommendations for Cases Help your service reps resolve customer cases by automatically suggesting relevant knowledge articles based on case data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> editions. Not available in partner edition orgs.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63266e65">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63266e65 ">To set up Agentforce Article Recommendations for Cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63266e65 "> <p>Service Cloud Admin User permission set AND</p> <p>Data Cloud Admin permission set AND</p> <p>Customize Application AND</p> <p style="margin-bottom:0;">Salesforce Knowledge enabled</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63266e65 ">To use Agentforce Article Recommendations for Cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63266e65 "> <p>Service Cloud User permission set AND</p> <p>Data Cloud User permission set AND</p> <p>Knowledge Access permission set AND</p> <p>Use Agentforce Article Recommendations for Cases permission set AND</p> <p style="margin-bottom:0;">Run Flows Access permission set</p> </td> </tr> </tbody> </table> Article Recommendations for Cases uses Data360 to index your knowledge base and power responses. Data Cloud must be active in your org to use Article Recommendations for Cases. 1. In Setup, enter and select Article Recommendations. 2. Under the Agentforce Article Recommendations for Cases header, turn on Data 360. Agentforce Article Recommendations for Cases requires an active Data360 instance. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Agentforce Article Recommendations for Cases doesn’t currently support companion orgs. 3. Activate Agentforce Article Recommendations for Cases by flipping the toggle. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you’re migrating from [Einstein Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_enable.htm&language=en_US), activating Agentforce Article Recommendations for Cases makes Einstein Article Recommendations for Cases inaccessible. You can revert to Einstein later. 4. Customize your case grounding fields by editing the **Get Recommendations on Cases** flow in Flow Builder. By default, Agentforce uses data from the standard Case Subject and Description fields. 5. Select an [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&language=en_US) to ground your article recommendations on, or create a Data Library by clicking **Go To Agentforce Data Library Setup**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note All Agentforce Data Libraries consume Data360 credits. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Agentforce Article Recommendations for Cases supports only the standard Knowledge Agentforce Data Library. Custom retrievers are not supported. 6. In the **Add the Knowledge Component to Case Page Layout** section, click Go To Lightning App Builder to add the Knowledge component to the Case page layout. Adding the Knowledge component to the page layout helps your service reps view the recommended knowledge articles for cases in context. 7. Save your work. <!-- document id=67742b1fb5c092c0e57346a9df0c398e50778e15f4aab76a6ec0221d0975b65f url=/admin/current/en-us/service/264-0-0/agentforce_article_recs_for_conversations_set_up.md --> # Set Up Agentforce Article Recommendations for Conversations Help your service reps address customer voice conversations and messaging by suggesting relevant knowledge articles based on the conversation’s messages or utterances. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93671e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93671e56 ">To set up Agentforce Article Recommendations for Conversations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93671e56 "> <p>Customize Application AND</p> <p>Data Cloud Admin permission set AND</p> <p style="margin-bottom:0;">Salesforce Knowledge enabled</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93671e56 ">To use Agentforce Article Recommendations for Conversations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93671e56 "> <p>Data Cloud User permission set AND</p> <p>Use Agentforce Article Recommendations for Conversations permission set AND</p> <p>Prompt Template User permission set AND</p> <p style="margin-bottom:0;">Knowledge Access permission set</p> </td> </tr> </tbody> </table> Agentforce Article Recommendations for Conversations is available with Service Cloud Agentforce 1 Edition, Agentforce 1, and Agentforce for X. Provision the Article Recommendations For Conversations on Data Cloud permission set license from Setup, under Company Information. The Use Agentforce Article Recommendations for Conversations permission set only appears after you provision this license. Provision and configure Data 360, with knowledge articles synced. 1. In Setup, enter and select Article Recommendations. 2. Under the Agentforce Article Recommendations for Conversations header, turn on Data 360. Using Agentforce Article Recommendations for Conversations requires an active Data360 instance. 3. Activate Agentforce Article Recommendations for Conversations by flipping the toggle. 4. To get service reps to see suggestions manually, flip the Provide Article Recommendations On-Demand toggle. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Recommendations appear only when Agentforce connects relevant articles for the conversation. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important This feature consumes Flex credits if not on unmetered usage. Generative AI can produce inaccurate or harmful responses. Review output for accuracy and safety. You assume responsibility for how the outcomes of AI are applied to your organization. 5. Select an Agentforce Data Library to ground your article recommendations on, or create a Data Library by clicking **Go To Agentforce Data Library Setup**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note All Agentforce Data Libraries consume Data360 credits. 6. Save your work. <!-- document id=5c9b53c44357b3e64c6f9a3e7e646b9e1731c3059fb5d798c76f98b409d97679 url=/admin/current/en-us/service/264-0-0/knowledge_similarity_configure_data360.md --> # Set Up Agentforce Data Library for Knowledge Similarity Check you’ve met all the prerequisites. Then, set up the Agentforce Data Library in Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125097e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125097e58 ">To set up Agentforce Data Library:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125097e58 ">Data Cloud Architect AND <a href="https://help.salesforce.com/s/articleView?id=platform.admin_userperms.htm&language=en_US&type=5" target="_blank">System Administrator</a> permissions</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Data libraries consume Data 360 credits. To understand how charges are applied to your account, see [Flex Credits Billable Usage Types for Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_flex_credits_for_data360.htm&type=5&language=en_US). Knowledge Similarity supports Agentforce Data Library based on direct Knowledge or custom retrievers that use Knowledge as their source. To set up an Agentforce Data Library for Knowledge Similarity, go to Agentforce Data Library Setup. See [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For accurate matches, ground Knowledge Similarity on a data library with an [enriched search index](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_enriched_index.htm&type=5&language=en_US). <!-- document id=3cdf67e4c0511c31e9c9d8ff65519897d37ae28acae3817d55e7826b572d7c8d url=/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_setup.md --> # Set Up Agentforce for IT Services Enable the required settings and create agents for your employees and IT team using the templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64599e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64599e70 ">To enable Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64599e70 ">Manage AI Agents AND the required permissions for your agent type OR Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Standard Agentforce IT Service agent templates do not currently support engagement through Email, WhatsApp, Facebook Messenger, or Web Chat. While you can configure these digital engamement channels for other employee service workflows, AI-driven actions are limited to supported interfaces such as the portal, Slack, and Teams. - **[Agentforce Permission Sets for IT Fulfillers and Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_permsets.htm&release=264.0.0&type=5)** Review the required permissions for your employees and IT teams to use Agentforce for IT services. - **[Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5)** Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes. - **[Additional Settings for IT Service Agents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_config_deplmnt_channels.htm&release=264.0.0&type=5)** Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data. - **[Search Indexes for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_serch_indxs_agntfrc.htm&release=264.0.0&type=5)** Configure search indexes for Agentforce IT Service to help IT support reps efficiently find data and resolve issues. The search indexes are used by Agentforce during chat conversations and proactive assistance to retrieve accurate and relevant results quickly. - **[Create and Configure the IT Service Employee Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_emplye_agent.htm&release=264.0.0&type=5)** Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses. - **[Create and Configure the IT Service Fulfiller Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_fulfiler_agent.htm&release=264.0.0&type=5)** Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle. - **[Create and Configure Specialized Agents from Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_set_up.htm&release=264.0.0&type=5)** Create and configure specialized agents from agent templates to support your Agentforce Employee Agent for specific IT services. The agent configuration includes selecting templates, assigning agent names, and providing a company description. Then refine subagents and actions, and activate agents to go live for your employees. - **[Set Up Automated Incident Triage for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_inctriage.htm&release=264.0.0&type=5)** Configure incident triage to automatically detect duplicate incidents, identify relationships to active major incidents, find information gaps, and notify employees when incidents are created in your IT service org. - **[Set Up Agentforce to Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_agent_setup.htm&release=264.0.0&type=5)** Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests. <!-- document id=cf838a2a06365ebfd3d0e500447e6ce6eff6eb8eb40c11887d7dc478075c2479 url=/admin/current/en-us/service/264-0-0/it_srvcs_analytics_setup_tableau_dashboards.md --> # Set Up Agentforce IT Service Analytics Dashboards Set up Agentforce IT Service Analytics Dashboards to visualize IT service performance metrics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d87454e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87454e71 ">To view setup and configuration:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87454e71 ">System Admin profile or Data Cloud Architect permission set</td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_tip.png) Tip To track your progress, after you complete each setup task, select the checkbox next to it. 1. Go to Salesforce Go, find and select Intelligence for IT service. 2. Click **Keep Going**. 3. In the Intelligence for IT Service section, click **Get Started**. 4. Turn on Intelligence for IT Service. 1. In the Turn on Intelligence for IT Service section, click **Turn On**. 2. Click **Confirm**. 5. Check if Data 360 is enabled on your Salesforce org. 1. From Setup, in the Quick Find box enter Data Cloud Setup. 2. Select **Data Cloud Setup Home**. If Data 360 is enabled, you’ll see details regarding your Data 360 instance on your home org along with your org’s details. 6. Enable data exchange between your org and Data 360, connect Data 360 to your Salesforce org. 1. From Setup, in the Quick Find box, enter Salesforce CRM and select **Salesforce CRM**. 2. Click **New**. 3. Click **Connect to a Salesforce org**. 4. Select **Data Cloud Setup Home**. If Data 360 is enabled, you’ll see details regarding your Data 360 instance on your home org along with your org’s details. 5. After your org is connected, verify that the connection is visible and active. 7. Ingest intelligence data and deploy the IT Services Data Kit. See [Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5 "A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes."). 8. Assign permission sets to admin and users to configure and view the IT Service Intelligence dashboards. 1. In the Manage User Access section, click **Manage**. 2. To assign users, in the Tableau Next Admin tab, select the checkboxes for the users. 3. Click **Assign**. 4. Click **Done**. 9. Install the dashboards. 1. In the Manage IT Service Intelligence section, click **Manage**. 2. Click **OK, Install**. <!-- document id=2ff6ec232c84ba9378746b104c513a758a3d8d1f0f85f7d924b9a6d2023089c2 url=/admin/current/en-us/service/264-0-0/it_srvcs_sf_go_bundles.md --> # Set Up Agentforce IT Service Using Setup Bundles Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> From the IT Service Solution card, you can choose between two installation paths tailored to your organizational needs. - Standard Installation: Provision IT services in just a few clicks. Get standard features and pre-loaded sample data instantly, empowering your customers to resolve requests faster than ever. Included capabilities: - Report incidents and track problems - Manage change and release - Manage knowledge - Report issues from the self-service portal - Improve support with SLAs and assignment rules - Centralize IT infrastructure and configuration data with CMDB - Create and manage notifications of all important updates - Custom Installation: Build your ideal IT environment. Select only the specific capabilities your company requires and deploy them via a guided, step-by-step interface. You can also include sample data with every capability you install. Regardless of the path you choose, the solution automates the heavy lifting of your IT Service Management (ITSM) environment: - Core ITSM objects: Automatically configures Incident, Problem, Change, and Release Management. - Integrated CMDB: The Configuration Management Database (CMDB) is activated by default, providing immediate visibility into your IT asset landscape. - SLA policies: Generates Service Level Agreement (SLA) policies the moment SLA Management is turned on, so you can monitor performance metrics and resolution trends for IT issues. - Notification settings: Enables multichannel notifications for instant Slack and email alerts on critical updates. - Assignment rule templates: Deploys preconfigured templates to route tickets to the correct teams without manual intervention. The installer steps through staged capability groups, such as Incident and Problem, Knowledge, Incident Routing, Agentforce for IT Service, Change and Release, SLA and Notification, and CMDB. For each group, Salesforce Go turns on the underlying feature, verifies org readiness, installs the required metadata, and—when you opt in—installs sample data. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Standard Installation already includes pre-loaded sample data so your team can explore Agentforce capabilities immediately. With Custom Installation, you can toggle sample data on or off for each capability you install. - **[Deploy the Agentforce IT Service Solution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_cnfgr_bundles.htm&release=264.0.0&type=5)** Quickly configure your org with essential IT services. The Agentforce IT Service Solution automates the deployment of core IT processes, SLA policies, assignment rule templates, notifications, and AI agents from a single guided experience. <!-- document id=6dccef35d4925d9f996dd388bf00cf6bfda948fdb6a97713b63619050e88bed5 url=/admin/current/en-us/service/264-0-0/it_srvcs_sf_go.md --> # Set Up Agentforce IT Service with Salesforce Go Deploy features and configure your Agentforce IT Service org faster with a consolidated initial setup solution and automated configuration. Use Salesforce Go features, feature sets, and the Agentforce IT Service Solution to provision IT services in a few clicks, or pick only the capabilities your company needs through a guided installation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Agentforce IT Service with Salesforce Go Using Features and Feature Sets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_feature_set.htm&release=264.0.0&type=5)** Salesforce Go offers a powerful array of features and preconfigured feature sets designed to accelerate the deployment of Agentforce IT Service. - **[Set Up Agentforce IT Service Using Setup Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_bundles.htm&release=264.0.0&type=5)** Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface. <!-- document id=e8b077743c9132d66ce672acda38d9f687a01f5b2184b392b2fac4472f823744 url=/admin/current/en-us/service/264-0-0/it_srvcs_sf_go_feature_set.md --> # Set Up Agentforce IT Service with Salesforce Go Using Features and Feature Sets Salesforce Go offers a powerful array of features and preconfigured feature sets designed to accelerate the deployment of Agentforce IT Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Individual features provide granular control, allowing you to activate specific capabilities such as Data 360 for IT Service for comprehensive data integration, Intelligence for IT Service for actionable insights, and Agentforce For IT Service to use AI for employees and IT teams. Feature Sets, on the other hand, deliver bundles of interconnected features to address broader objectives. For instance, the Boost Your IT Services Productivity with AI feature set combines Data 360, Agentforce, and Einstein Knowledge Creation to immediately enhance efficiency. ![salesforce go feature sets](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_sf_go_feature_sets.png) - **[Configure IT Service Features and Feature Sets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_cnfgr_feature_sets.htm&release=264.0.0&type=5)** Effortlessly configure key features and get started with Agentforce IT Service in a consolidated experience. <!-- document id=cbe4ffd6c0f7aa59c1bb35b7b8a2c122f32de89b519cb215d33cc6d4c05af9c4 url=/admin/current/en-us/service/264-0-0/sla_agentforce_sla_summary.md --> # Set Up Agentforce SLA Summaries Agentforce SLA Summary gives you complete visibility into SLA performance. Track SLA breaches and trends, milestone performance, service reps’ workload and efficiency, and potential risk indicators. This feature helps you monitor average response and resolution times against SLA targets and quickly identify records at risk of missing an SLA. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d108420e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d108420e59 ">To add a topic to an agent:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d108420e59 ">Manage AI Agents AND <a href="https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&language=en_US&type=5" target="_blank">the required permissions for your agent type</a></td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Agentforce retrieves SLA summaries for up to 2,000 records or from the last 30 days, whichever limit is reached first. 1. From Setup, in the Quick Find box, enter and select **Agentforce Agents**. 2. For Agentforce Employee Agent, click **Open in Builder**. 3. On the Topics tab, click **New** and select **Add from Asset Library**. 4. Select the SLA Insights topic and click **Add to agent**. 5. Save, test, and activate the agent. #### See Also - [_Salesforce Help:_ Create an Agent from an Agentforce Employee Agent Template](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&language=en_US) - [_Salesforce Help:_ Migrate from Agentforce (Default) to Agentforce Employee Agent](https://help.salesforce.com/s/articleView?id=ai.migrate_agentforce_default_to_aea.htm&language=en_US) <!-- document id=86e9ef20991be2e7720c45ea7b5ba800129ed011b391d35f2f2baaa4326a4f55 url=/admin/current/en-us/service/264-0-0/it_srvcs_knwldg_gen_agent_setup.md --> # Set Up Agentforce to Draft Knowledge Articles for IT Services Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d35051e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35051e71 ">To set up Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35051e71 "> <p>Manage AI Agents AND the required permissions for the agent type</p> <p style="margin-bottom:0;">OR Customize Application</p> </td> </tr> </tbody> </table> Set up Agentforce and create at least one active Knowledge Generation prompt template. For Agentforce prerequisites, see [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes."). To create a template, see [Create Knowledge Generation Prompt Templates for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_template.htm&release=264.0.0&type=5 "Create Knowledge Generation prompt templates that use incidents, problems, or change requests as grounding records. Start with a standard template or create one from scratch, then tailor the instructions and data sources to the IT service scenario that you want to document."). 1. Open or create an Agentforce Employee agent, such as the IT Service Fulfiller agent. 2. Add the **Knowledge Article Creation Using Templates** subagent from the Asset Library. To see steps to add subagents to agents, see [Add a Subagent to Your Agent from the Asset Library](https://help.salesforce.com/s/articleView?id=ai.agent_topics_add_asset.htm&type=5&language=en_US). 3. Save a new version of the agent. 4. Activate the agent. IT fulfillers can ask the agent to draft a knowledge article by using an active prompt template. To test the agent, see [Draft with Agentforce](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "Ask Agentforce to draft a knowledge article from an incident, problem, or change request in a conversation, then review the draft in the Knowledge app."). <!-- document id=8bb086cb922e019fa8aecd6862963b3d567c76038c5342a9037b61b494f6fcfc url=/admin/current/en-us/service/264-0-0/sla_agentic_milestones_for_cases_beta.md --> # Set Up Agentic Milestones for Cases (Beta) Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d96685e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d96685e59 ">To create or edit milestones: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d96685e59 ">Manage Entitlements </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Agentic Milestones (beta) is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion. 1. From Setup, in the Quick Find box, enter Entitlement Settings, and then select **Entitlement Settings**. 2. Select **Agentic Milestones**. 3. In the Quick Find box, enter SLA Policies, and then select **SLA Policies**. 4. Select the SLA policy for which you want to create a milestone. 5. On the Milestones tab, click **New Milestone**. 6. In the New Milestone window, select **Mark Agentic**. 7. Save the milestone. 8. Under Milestones list, select **Manage Prompt** for the agentic milestone. 9. On the Milestone Prompt tab, click **New Prompt**. 10. Configure your prompt. On the Prompt Template field, either select or create a prompt template. 11. Save the prompt. 12. Activate the SLA policy. After you attach this SLA policy to cases, you can see the agentic milestones listed under the Milestones list. <!-- document id=798c7b053ac41bfff3754605016be1af3d2c1e4dfa798417095e2ef60ff585f3 url=/admin/current/en-us/service/264-0-0/service_set_up_ai_knowledge_translations.md --> # Set Up AI Knowledge Translations AI Knowledge Translations enables customers to scale their business faster by localizing their knowledge base natively in Salesforce. AI Knowledge Translations helps you deliver faster service by using AI to translate your existing knowledge instead of service reps or translation vendors. To use AI Knowledge Translations, you need the **Article Translation - Submit for Translation** User permission, **Create**, **Read**, and **Edit** permissions on the Knowledge object, and Einstein enabled in your org. Before you set up AI Knowledge Translations, make sure that your knowledge base supports multiple languages, and set up the specific languages you're using. Knowledge Translation supports 75 languages and locales. 1. In Setup, go to Einstein Setup, then enable the toggle to Turn On Einstein. 2. In Setup, enter and select **Real Time Translations**. 3. In Real Time Translations, enable the **Einstein Article Translate** toggle. 4. In the Knowledge Fields to Translate section, click Edit and select the fields on a Knowledge object you want translated. ![Fields selected under the Knowledge Fields to Translate section.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/ai_knowledge_translations_field_level.png) 5. **Optional:** Upload a custom data dictionary to improve your translation quality. Format your custom data dictionaries in CSV format. 6. Save your work. <!-- document id=41e7fe6b403d46b40c5e632abd099e3dc064e6b9fd689475496a1a1e7b366c23 url=/admin/current/en-us/service/264-0-0/es_ap_set_up_account_contact_relationship.md --> # Set Up an Account Contact Relationship The account contact relationship associates an alumni record with the original employee record. The relationship helps you easily access the alumni record's parent record to see the employee details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d154351e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To enable Contact to Multiple Accounts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To view page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To edit users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To change picklists:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">To create page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154351e55 ">Customize Application</td> </tr> </tbody> </table> 1. Specify the default account behavior for your org. See [Enable Contacts to Multiple Accounts](https://help.salesforce.com/s/articleView?id=sales.shared_contacts_set_up.htm&language=en_US). 2. Add a new picklist value to the Roles field, and name the value Alumni. See [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&language=en_US). 3. Add Related Contacts to the Related Lists section of the Person Account page layout. See [Customize Page Layouts with the Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=platform.layouts_customize_ple.htm&language=en_US). <!-- document id=3d912abaa3c703ef7dd0c6106afddd8bbc9bfb1e0bb1fe40dc29104255df3cf7 url=/admin/current/en-us/service/264-0-0/messaging_byoc_ccaas_ai_agent.md --> # Set Up an Agentforce Service Agent for Bring Your Own Channel When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_byoc_ccaas_ai_agent__d734e2132"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_byoc_ccaas_ai_agent__d734e2132" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d129329e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">Manage AI Agents OR Customize Application </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">To build and manage Service Agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129329e98 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging, and Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS in Salesforce applications and documentation. 1. Follow steps to [Set up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US). 2. Follow the steps in the "Create an Omni Flow" section of the [Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&release=264.0.0&type=5 "Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console.") or [Prepare Your Salesforce Org for Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&release=264.0.0&type=5 "Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console.") help topics to create an inbound Omni-Channel flow. When you specify the **Route To** value, select **Agentforce Service Agent**, and select your AI agent. ![Route Work action element that routes to a specific Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging-byoc-ccaas-inbound-flow-asa.png) 3. Add the inbound flow to your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS messaging channel. For your Messaging channel, go to the **Messaging Settings** page in Setup. Then select **Omni-Flow** under **Omni-Channel Routing** and specify the inbound flow. 4. The managed package may include an outbound Omni-Channel flow template for an AI agent. Edit the sample flow in Flow Builder to meet your needs, or create a different flow. 5. To associate the outbound flow with the agent, in the **Agents** list, for the sample AI agent, select the agent name, and click the **Connections** tab. Choose your outbound flow under **Outbound Omni-Channel Flow**. 6. For Bring Your Own Channel for CCaaS only, if your partner CCaaS vendor controls routing, contact the partner vendor to finish setting up routing for the flows associated with your AI agent. They will need the flow ID and fallback queue ID. If Salesforce controls routing, this step isn’t necessary. #### See Also - [Set Up a Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_setup.htm&language=en_US) - [Connect Service Agent to Customer Channels](https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US) - [Show Progress Indicators in Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=ai.service_agent_messaging_byoc_progress_indicators.htm&language=en_US) <!-- document id=61f43fd3df36e723faf5355d90833054ff05ced2ded2c2d0a81b495e7ae5b372 url=/admin/current/en-us/service/264-0-0/partner_messaging_ai_agent.md --> # Set Up an Agentforce Service Agent for Bring Your Own Channel for Messaging When you install a managed package to set up Bring Your Own Channel for Messaging, your messaging vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. See [Set Up an Agentforce Service Agent for Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.messaging_byoc_ccaas_ai_agent.htm&release=264.0.0&type=5 "When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent."). <!-- document id=5ae09a173395e32b0341bf0e147dbdd9017f1adca4f2e9fd5ea114daf66f8dd0 url=/admin/current/en-us/service/264-0-0/voice_setup_standard_app.md --> # Set Up an App with Standard Navigation and Salesforce Voice To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d46765e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46765e75 ">To create and configure a Lightning app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46765e75 ">Customize Application</td> </tr> </tbody> </table> Before you begin, take these steps: - Make sure that [Salesforce Voice is turned on](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") and that you've created a contact center. - Turn on and set up Omni-Channel, and [set up a status-based capacity model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&language=en_US). - Make sure that your users have the [required permission sets assigned](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5 "Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center."). - Review the limitations for Voice in Apps with Standard Navigation in the [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5 "Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.") article. ## Create a Lightning App with Standard Navigation (Required) Apps with standard navigation display a navigation bar at the top of the page, which gives users easy access to objects and features. This type of app is appropriate for reps who work primarily with individual records rather than in a console environment. 1. From Setup, in the Quick Find box, enter **App Manager**, then select **App Manager**. 2. Click **New Lightning App**. 3. Enter a name for your app. 4. Optionally, add a description and upload a custom app logo. 5. Click **Next**. 6. Under App Navigation, select **Standard Navigation**. 7. Under Supported Form Factors, select **Desktop**. 8. Optionally, under Setup and Personalization, select **Use Omni-Channel sidebar**. If you use the Omni-Channel sidebar, don't include Omni-Channel in Utility Items. 9. Click **Next**. 10. Under Utility Items, click **Add Utility Item** and add the following item. - **Omni-Channel**: Shows rep presence and work assignment status, including voice calls routed through Omni-Channel. Omni-Channel has an embedded telephony connector component that loads the phone call controls from a telephony provider. 11. Click **Next**. 12. Add navigation items for reps to access. 1. In the Navigation Items section, search for the object or item name. 2. To allow reps to view and work with Voice Call records, add **Voice Calls**. 3. Optionally, add other navigation items according to your business needs. 4. Select the item and click the arrow to move it to the Selected Items column. Repeat for each item. 5. Optionally, reorder items in the navigation bar. 13. Click **Next**. 14. In the User Profiles section, select the profiles that have access to this app. - For reps, include the profile assigned to users with the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Rep (Partner Telephony) permission set. - For supervisors, include profiles associated with the Salesforce Voice Contact Center Supervisor permission set. - For admins, include profiles associated with the Salesforce Voice Contact Center Admin or Salesforce Voice Contact Center Admin (Partner Telephony) permission set. 15. Save your work. The app is now available to users with the assigned profiles. ## Configure Channel-Object Linking (Required) When a rep accepts a call in the workspace, prompt them to choose from recommended records, search for a record, or add a new one. 1. From Setup, enter **Channel-Object** in the Quick Find box, then select **Channel-Object Linking**. 2. Click **New Linking Rule**. 3. Select the **Phone** channel type and the object that you want to link to, such as Contact. 4. Create a rule name and description. 5. Set rule actions for **Action for No Record Found** and **Action for Single Record Found**. For example, if no matches are found for a contact, include a rule to automatically create and link a record, or prompt the rep to search for or create a record. If a single matching record is found, set a rule to automatically link the record. Alternatively, prompt the rep to pick the suggested record, search for a record, or create a record. 6. Save your work. After completing the Phone setup, add the Object-Linking Notifications background utility in App Manager. This utility shows toast messages in the app that prompt the rep to link a suggested record or add a new one. 1. From Setup, enter **App Manager** in the Quick Find box, then select **App Manager**. 2. Click **Edit** in the action menu for your app. 3. Click **Utility Items (Desktop Only)**, then **Add Utility Items**, then select **Object-Linking Notifications**. 4. Save your work. ## Configure the Voice Call Related List (Optional but Recommended) To show a list of calls associated with a record, add the Voice Call related list to an object record page. You can add the Voice Calls related list to cases, contacts, leads, accounts, and opportunities. For example, add the list to your Case record page so reps can see a case's associated calls and learn about the customer's interactions with your company. 1. From the Object Manager in Setup, select the object that you want to add the Voice Call related list to. For example, to add the Voice Call related list to a Case page layout, select **Case**. 2. Select Page Layouts for the object. For example, select **Case Page Layouts**. 3. Select the layout that you want to modify, then click **Edit**. 4. Select **Related Lists**, and then drag **Voice Calls** to the Related Lists section of the page. 5. Save your changes. #### See Also - [Set Up the Service Console App for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_org_config.htm&release=264.0.0&type=5 "Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls.") - [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5 "The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.") <!-- document id=cca02206a96659effa0984b7e7fa3f3510ecad3410bec91787b69f7e3977f16f url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_autolaunched_flow_setup.md --> # Set Up an Autolaunched Flow Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Add variables to the autolaunched flow to pass in input. At minimum, add the recordId variable. Based on your use case, you can also add other variables. For example, to pass a list of keywords to the flow, add an input variable that stores the Conversation Intelligence rule that uses the keywords. To use the keywords in the flow, add the input variable to the flow. | Variable API Name | Description | Type | | --- | --- | --- | | intelligenceSignals | Stores a collection of intelligence signal types. Required if you’re passing intelligence signals to the flow. To use an intelligenceSignals input variable for an autolaunched flow, enable the Use an Apex-Defined Variable for All Intelligence Signal Types release update. The update is available starting in Summer ’24 and will be enforced in Spring ’25. | Apex-Defined | | recordId | Stores the record ID of the conversation where the rule is matched, like voice call or messaging record ID. This variable is required in an autolaunched flow. | Text | | ruleDevName | Dev name of the Conversation Intelligence rule. Required for keyword rules only. Note: To use a rule input variable for a Next Best Action or autolaunched flow, you must enable the feature. See [Pass the Rule Name as Input to a Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_pass.htm&release=264.0.0&type=5 "To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow."). | Text | 1. In Flow Builder, click **New Flow**. 2. Select **Autolaunched Flow (No Trigger)**. 3. To add a recordId variable, in the Toolbox, click **New Resource**, select **Variable** as the resource type, enter recordId as the API name, select **Text** as the data type, select **Available for input**, and click **Done**. 4. If needed, add other variables. The API name of the variable must be intelligenceSignals, recordId, or ruleDevName. Select the right data type for the variable. For the intelligenceSignals variable, set the Apex class to EnhancedChannel\_\_IntelligenceSignals. For a collection variable where values can be passed at the same time, select **Allow multiple values (collection)**. For the intelligenceSignals variable, select **Available for input**. These values are required input parameters to the flow. ![New Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_new_resource_categoryVariable.png) 5. Add an Action element to the flow. For example, add an action that logs a case. ![New Action page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_recommendation_flow_action.png) 6. Save and activate the flow. ![Autolaunched flow for logging a case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_recommendation_flow_save.png) <!-- document id=96cefcd30783b7db26bc1d013ddcd369833f10689814b25b85d0bbf9a2e637bb url=/admin/current/en-us/service/264-0-0/byoc_ccaas_einstein_bot.md --> # Set Up an Einstein Bot for Bring Your Own Channel When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample Einstein Bot with associated flows. Clone or adjust the sample Einstein bot and flows to fit your use case, for example, to route an inbound message from a bot to a service rep. If your managed package doesn’t include a sample bot, you can still create an Einstein bot and associate it with your messaging channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="byoc_ccaas_einstein_bot__d1101e2132"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_einstein_bot__d1101e2132" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152557e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152557e98 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152557e98 ">Customize Application OR Modify Metadata OR Manage Bots</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). 1. From Setup, in the Quick Find box, enter Einstein Bots, and then select **Einstein Bots**. 2. In the My Bots list, for the sample bot, click the dropdown and select **Clone**, or edit the sample bot to meet your needs. 3. The sample bot may include a simple inbound Omni-Channel flow. It appears in the Inbound Omni-Channel Flows section of the Bot Overview page. To use this flow: - In Flow Builder, specify a fallback queue in the Route Work Action element. Then make any other customizations and activate the flow. - Add your flow to your Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS Messaging channel. You can add your flow to an existing channel from the Inbound Omni-Channel Flows section of the Bot Overview page. Otherwise, go to the Messaging Settings page in Setup. Then select **Omni-Flow** under Omni-Channel Routing and specify the inbound flow. 4. If the sample bot doesn’t include an inbound Omni-Channel flow, [create an inbound Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&type=5&language=en_US). 5. The sample bot includes an Outbound Omni-Channel Flow that appears in the Settings section of the Bot Overview page. Add a different flow, or edit the sample flow in Flow Builder to meet your needs. 6. In Einstein Bot Builder, click **Activate** to activate the bot. 7. For Bring Your Own Channel for CCaaS only, if your partner CCaaS vendor controls routing, contact the partner vendor to finish setting up routing for the flow associated with your Einstein bot. They will need the flow ID and fallback queue ID. If Salesforce controls routing, this step isn’t necessary. #### See Also - [Clone an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_clone.htm&type=5&language=en_US) - [Using Enhanced Bots in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5 "To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.") <!-- document id=33182cac6ebb50affeaabc2a2f00d6463f24e94e8132e3c8db533efe002cab77 url=/admin/current/en-us/service/264-0-0/vaccine_packages_setup_email_templates_hv.md --> # Set up an Email Template for Health Verification You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> To set up an email template, complete these steps. 1. From the App Launcher, select Health Verification Admin, and then select the Occasions tab. Then select an Occasion and Occasion Email Mapping. You can also get to Occasion Email Mapping by clicking **Related** from the Occasion Object. 2. From Occasion Email Mapping, click **New**. 3. Enter an Occasion Email Mapping Name. 4. Enter a Verification Site URL. The Verification Site URL is the landing page for after the form is filled out. 5. Specify the language for the email. 6. Enter the Marketing Cloud Engagement Definition Key name. Enter the Event Definition Key name set when you created the Transactional Send Journey. The Definition Key is the identifier that provides the connection between the Salesforce org and its related Engagement journey. 7. Specify the Verification Method and Verification Status. The values indicate what the Verification Method and Verification Status must be to trigger and send the email. 8. Set Email Template values. The values entered correspond to the API names of Salesforce Classic Email Templates. The content from the Classic Email Templates is passed to the email that Engagement sends to verified users. **Email Template Header Name:** Name of the Classic Email Template that can be used as HTML content for the header in the Engagement template. **Email Template Body Name:**Name of the Classic Email Template that can be used as HTML content for the body in the Engagement Template. **Email Template Footer Name:**Name of the Classic Email Template that can be used as HTML content for the footer in the Marketing Cloud Template. 9. Save your changes, or to continue adding email mappings, click **Save & New**. 10. **Optional:** To create an Occasion Email Mapping with the same values, click **Clone**. For every Occasion Email Mapping record that you create, Safety Cloud creates an Occasion Email Attribute Mapping record. You can configure the Email Attribute Mapping records to map the fields that you want to include in the Engagement send definition and to pass the field attributes into the email message. - **[Create Occasion Email Attribute Mappings](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_email_attribute_mappings_hv.htm&release=264.0.0&type=5)** You can use Occasion Email Attribute Mappings to map the fields that you want to include in the Marketing Cloud Engagement send definition and to pass the field attributes into the email messages. #### See Also - [Set up Marketing Cloud Engagement to Send Customer Health Verification Notifications](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_hv_notifications_mc.htm&release=264.0.0&type=5 "Prepare and send COVID-19 health verification notifications such as confirmation and status updates to your customers. Send notifications using Content Builder and Journey Builder in Marketing Cloud Engagement.") - [Define the Send Definitions Configured in Marketing Cloud Engagement](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_define_send_defintions_mc.htm&release=264.0.0&type=5 "Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects.") - [Schedule the Confirmation and Verification Emails](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_schedule_notifications_mc.htm&release=264.0.0&type=5 "With the Developer Console, you can schedule the SendConfirmationEmails and the SendVerificationEmails Apex class") <!-- document id=da7cacf83913ed2e8ac7c4eedcd3b06ff548df01122adf090c2f55d6980fa17b url=/admin/current/en-us/service/264-0-0/incident_mgmt_set_up_entitlement_process.md --> # Set Up an Entitlement Process for Incidents Enable entitlements for incidents to help support reps deliver the correct service level to your customers. Set up entitlement processes to create a customized timeline that includes all the steps (milestones) that support reps must complete to resolve an incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d50518e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">To enable entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">To view entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">Read on entitlements</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">To change entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">Edit on entitlements</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">To create and update entitlement processes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50518e55 ">Manage Entitlements</td> </tr> </tbody> </table> Before you use entitlements and milestones for incidents, enable entitlements and create a milestone. For steps, see [Set Up and Manage Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_admin.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Entitlement, and then select **Entitlement Processes**. 2. Click **New Entitlement Process**. 3. Select **Incident** as the entitlement process type and click **Next**. ![Entitlement Process page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_entitlement_process.png) 4. Enter a name for your process. 5. Set the entitlement process to **Active**. 6. Optionally, set the criteria for when an incident starts and ends the process. 7. Save your changes. 8. Under Milestone, click **New**. 9. Select a milestone. You can choose a recurring or non-recurring milestone for your entitlement process. 10. Enter a time trigger in minutes. 11. Set the order in which to process the milestone. 12. Save your changes. <!-- document id=c8f04923b23158265970f6f9fce77c79f1efd5e25d4e1683bbccdbeb295ab955 url=/admin/current/en-us/service/264-0-0/entitlements_setting_up_templates.md --> # Set Up an Entitlement Template Entitlement templates let you predefine terms of support that users can add to products. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155688e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e60 ">To create entitlement templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e60 ">Manage Entitlements</td> </tr> </tbody> </table> You can create entitlement templates for specific products so support reps can quickly add the right entitlement whenever a customer purchases the product. For example, you can create entitlement templates for web or phone support so support reps can easily add entitlements to products offered to customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In Lightning Experience, the contact related list isn’t available on Entitlements. Purchased or installed products are represented in Salesforce as assets. That means: - A _product_ (for example, “Laser Scanner”) is linked to an entitlement template - A corresponding _asset_ (for example, the laser scanner purchased by ABC Labs) is linked to an entitlement that was created from the entitlement template ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Entitlement templates are only available if entitlements and products are enabled in your org. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Entitlement Management Trailhead module introduces you to common terms and walks you through the process of creating an entitlement template. And, it’s fun! To get started, see [Entitlement Management](https://trailhead.salesforce.com/en/module/entitlements). 1. Add the Entitlement Templates related list to product page layouts. 2. Optionally, add the Type and Business Hours fields to the Entitlement Templates related list. This lets users view the type of entitlement, such as Web or phone support, and any business hours that apply to the entitlement. 3. Create an entitlement template. 1. From Setup, enter Templates in the Quick Find box, then select **Entitlement Templates**. 2. Click **New Template**. 3. Enter any details: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155688e178">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155688e181">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Entitlement Template Name</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <p>The name of the entitlement template.</p> <p style="margin-bottom:0;">Use a descriptive name, like <kbd>Phone Support</kbd>. This helps users better understand entitlement templates when they see them on related lists for products. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Term (Days)</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <p> <span id="entitlements_setting_up_templates__TermDesc"><a name="entitlements_setting_up_templates__TermDesc"><!-- --></a>The number of days the entitlement is in effect.</span> </p> <p style="margin-bottom:0;" dir="ltr">For example, if you want the entitlement template to entitle all customers who purchase this product to 90 days of phone support, enter <kbd>90</kbd>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Entitlement Process</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <span>The entitlement process associated with the entitlement.</span> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Per Incident</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "><span>Lets you limit the number of cases the entitlement supports.</span> The admin determines whether this field is visible.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Cases Per Entitlement</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <p> <span>The total number of cases the entitlement supports.</span> </p> <p style="margin-bottom:0;">This field is only available if <samp class="parmname">Per Incident</samp> is selected.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Business Hours</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <span>The entitlement’s supported business hours.</span> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e178 "> <samp class="parmname">Type</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d155688e181 "> <p> <span>The type of entitlement, such as Web or phone support.</span> </p> <p style="margin-bottom:0;">Admins can customize this field’s values.</p> </td> </tr> </tbody> </table> 4. Click **Save**. 5. Add the entitlement template to a product. 1. Go to the product detail page. 2. Click **Add Entitlement Template** on the Entitlement Templates related list. 3. Select the entitlement template. 4. Click **Insert Selected**. 5. Click **Done**. Now when a user creates an asset and links it to that product, the Entitlements related list on the asset includes an entitlement created from the entitlement template. That way, support reps responding to a call about the asset can quickly see what kind of support the customer is entitled to receive. <!-- document id=f56a0f695741f9f231783fbb907033874cb0da48927ebab763d56cff20a1f26f url=/admin/current/en-us/service/264-0-0/incident_mgmt_create_presence_status.md --> # Set Up an Incident Presence Status Let support reps assigned to the Incident channel mark themselves as available to resolve incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103934e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103934e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103934e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103934e55 ">To modify permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103934e55 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> 1. In Setup, from the Quick Find box, enter Presence Statuses, and then select **Presence Statuses**. 2. Click **New**. 3. Enter a status name and developer name. 4. Set the status to **Online** to let support reps receive new incident work. 5. Select **Incident** as the channel. 6. Save your changes. 7. Give users access to the Omni-Channel presence status. 1. In Setup, from the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Click **New**. 3. Enter a label and an API name. 4. Save your changes. 5. Under the permission set’s Apps section, select **Service Presence Statuses Access**. 6. Click **Edit**. 7. Add the Incident presence status and save. 8. Select **Manage Assignments**. 9. Click **Add Assignments** and add users with the Service Cloud User license. Click **Assign**. 10. Save your changes. <!-- document id=692c6113a3fa6522b8c4705d40ab04155982e6f77886478f6d1ff02ec31d1eca url=/admin/current/en-us/service/264-0-0/set_up_and_administer_proactive_service.md --> # Set Up and Administer Proactive Service This section provides the sequential checklist for Salesforce admin to configure the Data 360 connections, install software, assign permissions, and set up the Agentforce troubleshooting infrastructure. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> Complete the foundational tasks in sequence before configuring your first detection rule: 1. [Data and Platform Foundation](https://help.salesforce.com/s/articleView?id=service.data_and_platform_foundation.htm&release=264.0.0&type=5 "Link your service data to the Data 360 environment and configure the permissions required to manage the proactive service lifecycle.") 2. [Set Up Guided Agent Troubleshooting](https://help.salesforce.com/s/articleView?id=service.set_up_guided_agent_troubleshooting.htm&release=264.0.0&type=5 "Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service.") 3. [Proactive Service Configurations](https://help.salesforce.com/s/articleView?id=service.proactive_service_configurations_0.htm&release=264.0.0&type=5 "Define the business logic for outreach and manage the execution of proactive service campaigns.") 4. [Validation and Maintenance](https://help.salesforce.com/s/articleView?id=service.validation_and_maintenance_0.htm&release=264.0.0&type=5 "Maintain the accuracy of your proactive service system by performing regular data audits and resolving configuration conflicts.") <!-- document id=ff451e4614112dd29bb94842a7247c35c4f7c16f1711f81c8bcbe008f5e38a5f url=/admin/current/en-us/service/264-0-0/knowledge_lightning_set_up.md --> # Set Up and Configure Lightning Knowledge Enable Lightning Knowledge, create Knowledge record types, customize your record type page layouts, set access for Knowledge users, and create a Lightning Knowledge process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). - **[Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&release=264.0.0&type=5)** Enable Lightning Knowledge to use your Knowledge base in Lightning Experience. After you enable Lightning Knowledge, you can’t disable it. - **[Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5)** Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles. - **[Lightning Knowledge Home and Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_home_create.htm&release=264.0.0&type=5)** Search, view, create, and manage articles on the Knowledge home page in Lightning Experience. You can perform several authoring actions without leaving Knowledge home. For example, you can restore, archive, delete, publish, and submit articles for translation or approval. - **[Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_record_types.htm&release=264.0.0&type=5)** Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types. - **[Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5)** A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts. <!-- document id=9341a84c6ccfc550d490b8484c37ccde36b250a68878a5da89d178081cd1a8fd url=/admin/current/en-us/service/264-0-0/miaw_chat_invitations.md --> # Set Up and Customize an Automated Invitation Proactively invite customers to start a chat with a service rep or AI agent in Enhanced Chat with automated chat invitations. You can set rules, conditions, and implement a custom invitation. Automated invitations appear after a customer visits your site. If the customer refreshes the page or closes the browser, the invitation is resent. You can also resend invitations after they're accepted or rejected. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_chat_invitations__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_chat_invitations__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. Click your deployment's name. 3. Turn on chat invitations, define sending rules, and add invitation conditions. 1. On the Embedded Service Deployments Settings Setup page, click **Manage Invitations**. 2. Turn on chat invitations. To hide the default invite and use your own, select **Hide default invitation**. 3. In the Sending Rules section, define rules for resending the invitation. To resend the invitation after the customer has accepted a previous invitation, select **Allow chat invitations to be resent after an invitation is accepted**. To resend the invitation after the customer has rejected a previous invitation, select **Allow chat invitations to be resent after an invitation is rejected**. 4. In the Invitation Condition section, define at least one condition. You can add up to 10 conditions per invitation. Condition: Specifies what the sending rule evaluates. For example, you can create a rule that sends the invitation based on how many seconds a customer has been viewing a web page for. Operand: Specifies how the condition is evaluated. For example, select equals, greater than, or less than to define how the system compares the field to the value. Value: Specifies the value to evaluate the formula against. For example, you can create a rule that sends the invitation when a customer has been on a page for more than 30 seconds. All Conditions Are Met: The invitation is sent only when every condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 AND Page Views equals to 3. Any Condition Is Met: The invitation is sent when at least one condition is true. For example, the rule sends an invitation if Seconds on Page is greater than 30 OR Page Views equals to 3. Custom Logic Is Met: The invitation is sent based on a boolean expression that combines conditions. For example, (1 AND 2) OR 3 sends an invitation if both Seconds on Page is greater than 30 and Page Views equals to 3, or if Seconds on Site is greater than 180. 4. Customize the invitation text. 1. On the Embedded Service Deployments Settings Setup page, click **Set Custom Labels**. 2. To change the default text, select your primary language. Then select **Chat Invitation** for Chat Group, **Window** for **Label Group**, and **Standard** for Label Type. Enter a custom message for your invitation. You can use markdown tags to format the message with line breaks and bold text. 5. Customize the invitation colors. 1. On the Embedded Service Deployments Settings Setup page, click **Select Branding**. 2. In the Chat Button and Invitation and Header sections, select colors for the background, text, dismiss button, and header text and icons. 6. On the Embedded Service Deployment Settings Setup page, click **Publish** to apply your changes. <!-- document id=3e192142808f15f1b863f446361e5d33af598be6d311cd7503bee048c8d1f290 url=/admin/current/en-us/service/264-0-0/cases_intro.md --> # Set Up and Manage Cases The backbone of Agentforce Service (formerly Service Cloud), cases are highly customizable records that service reps and supervisors use to track and resolve customer issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. Every time a customer contacts you for support, it's a chance to build a stronger relationship with them. Case management lets you make the most of each interaction and become a true champion of customer success. Automatically routing cases to the most qualified service rep or AI agent means faster, better resolutions for customers. And because every business is unique, you can customize Salesforce to match your processes. To work with cases in Salesforce, you'll start by setting up the basics: - Setting up case teams: Set up case teams so that teams of users can work on cases together. - Customizing fields and page layouts: Create custom case fields to track information specific to your case management process, and design your case page layouts to add or remove fields, buttons, components, and related lists. - Creating email templates: Edit standard templates or build your own distinctive email templates to send to customers who submit inquiries. - Setting up assignment rules: Automatically route cases to the appropriate person or team. - Setting up auto-response rules: Prepare automated responses to your incoming cases based on any attribute of the case. - Setting up case escalation rules: Customize Salesforce to automate case escalation. - Capturing cases from service channels: Set up Messaging, Email-to-Case, Web-to-Case, and Salesforce Voice to reach customers on their preferred platform. Let's jump in! - **[What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5)** A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process. - **[Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5)** Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles. - **[Set Up Case Management Basics](https://help.salesforce.com/s/articleView?id=service.cases_set_up_intro.htm&release=264.0.0&type=5)** Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient. - **[Manage and Work with Cases](https://help.salesforce.com/s/articleView?id=service.support_agents_intro.htm&release=264.0.0&type=5)** To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue. <!-- document id=c94b08c97794f3241eeb6a3813f77e0ea0d2888c3625f7bebf4e4ffea747853d url=/admin/current/en-us/service/264-0-0/entitlements_parent_admin.md --> # Set Up and Manage Entitlements and Milestones Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). - **[Entitlement Management Help](https://help.salesforce.com/s/articleView?id=service.entitlements_help.htm&release=264.0.0&type=5)** Find the information you need to make the most of entitlement management. - **[What’s Entitlement Management?](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&release=264.0.0&type=5)** Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process. - **[Planning for Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5)** Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model. - **[Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5)** When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes. - **[Entitlement Management Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.entitlements_best_practices.htm&release=264.0.0&type=5)** These limits and limitations apply to entitlements and their related features. - **[Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_overview.htm&release=264.0.0&type=5)** Entitlements are units of customer support in Salesforce, such as “phone support” or “web support.” They’re typically used to represent terms in service agreements. - **[Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_parent.htm&release=264.0.0&type=5)** Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to entitlement processes to ensure that support reps resolve support records correctly and on time. - **[Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_parent.htm&release=264.0.0&type=5)** Entitlement processes are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. - **[Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_service_contracts_parent.htm&release=264.0.0&type=5)** Service contracts in Salesforce represent a customer support agreement between you and your customers. You can use them to represent subscriptions, service level agreements (SLAs), and other types of customer support. - **[Set Up Entitlement Management in Experiences](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_partportal.htm&release=264.0.0&type=5)** Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts. <!-- document id=a6a3e437dde4fdef135c17434e5580746b3e1fffd8a189afcf98f36050b0861f url=/admin/current/en-us/service/264-0-0/cases_set_up_and_manage_the_case_timeline.md --> # Set Up and Manage the Case Timeline The Case Timeline is a new, intelligent component that replaces the existing fragmented feeds and related lists with a single, unified, and curated view of all case-related events. It provides reps with instant context by intelligently organizing customer conversations, internal collaboration, and critical case lifecycle milestones. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84352e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84352e55 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84352e55 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> To learn more about the Timeline feature, see [Timeline](https://help.salesforce.com/s/articleView?id=ind.timeline.htm&type=5&language=en_US). ## Turn on Case Timeline 1) In Setup, search and select **Timeline**. In the Timeline window, toggle the Timeline Configuration to **Enabled**. 2) In Setup, in the Quick Find Box, search for Support Settings and select **Support Settings**. In the Support Settings window, select **Case Timeline**. ![Enabling the Timeline configuration.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_timeline_setup.png) ![Enabling Case Timeline in Support Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_timeline_in_support_settings.png) Timeline templates help you create case timelines with minimal setup. When you turn on Timeline, three standard templates are available to help you get started. ![Timeline templates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_timeline_templates.png) - **Case Conversation Template**: Use this template to filter out the case related updates from all the conversations related to the case. It is pre-configured with events important for conversations, such as: Email Message, Case Comment, Content Document Link, Swarm, and Voice Call. - **Case Default Template**: This template gives you context into the history of the case. It is pre-configured with events important for case history, such as: Case History, Case Milestone, Case Team Member, Case Comment, and Case (EntitlementId). - **Case Operations Template**: Use this template to view all the critical highlights of the case such as case history and milestones. It includes pre-configured events that show completed milestones, such as: Case Milestone, Task, Topic Assignment, Survey Subject, and Case Article. ## Preview a Timeline Preview each Timeline on a case you are working on to decide which layout is the most appropriate for your needs. The Timeline templates can be customized. - In the **Timeline** window, click the dropdown button next to a Template and select **View**. - Click **Preview Timeline**. - Search for the specific case in the **View Timeline On** search bar. - Once you know which Timeline you want to use, click the dropdown button next to that Template and select **Activate**. ## Add the Case Timeline component to the Case Page Layout To be able to see Case Timeline in the case feed, add the Case Timeline component to the Case Page Layout. - In Setup, in the **Object Manager**, search for Case and select **Case**. - In the Case window, select **Case Page Layout**. - In the Case Layout panel, select **Mobile and Lightning Actions**. Drag the **Timeline** button from the Mobile and Lightning Actions to the Salesforce Mobile and Lightning Experience Actions. Click **Save** in the Case Layout panel. <!-- document id=2d342995e9ea0aaf0dc2c14de03ad076a8f055c8ed97ead4753e73752b7b450c url=/admin/current/en-us/service/264-0-0/messaging_apple_parent.md --> # Set Up Apple Messages for Business Channels To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account. ![Apple Messages for Business banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span> </p> <p><strong>Learn About Apple Messages</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5" title="Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).">Compare Messaging Channel Capabilities</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_plan.htm&release=264.0.0&type=5" title="While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started.">Plan Your Customer Journey</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_entry_points.htm&release=264.0.0&type=5" title="If you want customers to message you in Apple Messages for Business, it’s helpful to understand the ways that they can do so. To make it easy for your customers to contact you, take advantage of both native Apple and business-controlled entry points.">Contacting Customers in Apple Messages for Business</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&release=264.0.0&type=5" title="With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).">Considerations for Apple Messages for Business</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_yrz_h25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span> </p> <p><strong>Create Your Channel</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_create_apple_channel.htm&release=264.0.0&type=5" title="Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console.">Create an Apple Messages for Business Channel</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation Checklist</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_test_apple.htm&release=264.0.0&type=5" title="Test your Apple Messages for Business channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your Channel</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_f3h_j25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_f3h_j25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span> </p> <p><strong>Build Out Your Channel</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Channel Settings</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Send Automated Messages</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging Productivity</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging Data</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_sg5_kbr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_sg5_kbr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Integrate"></span> </p> <p><strong>Add Interactive Content</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_interactive_content.htm&release=264.0.0&type=5" title="Learn how to create a rich, interactive messaging experience in your Apple Messages for Business channel. Apple requires business channels to include interactive content, and in Salesforce, you meet this requirement by creating messaging components.">Creating Interactive Content for Apple Messages for Business</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&release=264.0.0&type=5" title="To allow service reps to request payments during messaging sessions, add Apple Pay to your enhanced Apple Messages for Business channel.">Add Apple Pay</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&release=264.0.0&type=5" title="To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information.">Share Secure Forms</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&release=264.0.0&type=5" title="Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google. ">Share Authentication Requests</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&release=264.0.0&type=5" title="Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat. ">Share External Apps</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_xnk_kbr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_xnk_kbr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_explore_1.png" alt="Automate"></span> </p> <p><strong>Enhance with Automation</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US" target="_blank">Connect an Agentforce Service Agent</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&type=5&language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging Sessions</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&type=5&language=en_US" target="_blank">Trigger an Action Based on Keywords</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_routing.htm&release=264.0.0&type=5" title="Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.">Route Apple Messages Inquiries by Intent and Group</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_apple_parent__image_z14_x25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_z14_x25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span> </p> <p><strong>Messaging for Developers</strong> </p> <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a> </p> <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a> </p> </td> </tr> </tbody> </table> <!-- document id=2dc42000edbaaeecfbd3c5bcb0c21921d58322dda78c10bc2a94f68d27d7071c url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_sss_existing_appointments_parent.md --> # Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments Let your customers confirm, reschedule, or cancel their upcoming appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d150327e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To configure layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To configure statuses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To configure the Appointment Assistant settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Field Service Appointment Assistant</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To add components to sites:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Create and Set Up Experience Sites AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">To create a sharing rule:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d150327e80 ">Customize Application</td> </tr> </tbody> </table> #### See Also - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) ## (Optional) Add Notes to the Service Appointment Layout To let your mobile workers see notes from customers, add the Service Notes field to the layout for mobile workers. 1. From Setup, go to the Object Manager tab. 2. In the Quick Find box, enter Service Appointment, and then select **Service Appointment**. 3. In Page Layouts, edit the layout used for the Field Service mobile workers. 4. Add the Service Note field to the layout. 5. Save the layout. ## (Optional) Add a Service Appointment Status for Confirmed Appointments Add a Confirmed status to the Service Appointment Status options. If you enter this status in the Appointment Assistant Self-Service Scheduling settings, when the customers confirm their appointments, the service appointment’s status changes accordingly. 1. Add the new status. 1. From Setup, go to the Object Manager tab. 2. In the Quick Find box, enter Service Appointment, and then select **Service Appointment**. 3. Click **Fields & Relationships**. 4. In the Quick Find box, enter Status, and then select **Status**. 5. In Status Picklist Values, click **New**. 6. Enter the details of the Confirmed status. 7. Save the new status. 2. If your Salesforce org uses status transitions: 1. From Field Service Admin, go to the Field Service Settings tab. 2. From Service Appointment Workflow, go to Status Transitions. 3. Add the flows for the Confirmed status. ## Step 1: Configure Appointment Assistant Settings for Self-Service Scheduling Make sure that the Appointment Assistant settings are configured. 1. Check if Appointment Assistant is configured in your org. 1. From Setup, in the Quick Find box, enter Field Service, and then select **Field Service Settings**. 2. If the Appointment Assistant section is filled in, you’re all set. 2. If it isn’t configured, see [Configure Field Service Settings for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_fs_settings.htm&release=264.0.0&type=5 "Allow worker tracking and customer messaging in your Field Service settings."). ## Step 2: Add Self-Service Scheduling to Your Experience Builder Site To enable Appointment Assistant Self-Service Scheduling, add it to your Experience Builder site. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. From Experience Builder, click **Components** ![Components button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_4_components_button.png). 4. From Custom Components, locate the Self-Service Scheduling component. 5. Drag the component onto the site. ![Self-Service Scheduling Lightning web component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_lwc.png) 6. To open the settings panel, click anywhere in the Appointment Assistant Self-Service Scheduling component. 7. In Operating Hours, select the record that defines the appointment slots. For example, in this Operating Hours record, the company has 3-hour slots on Mondays and Wednesdays, and 2-hour slots on Tuesdays, Thursdays, and Sundays. ![Operating Hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_operating_hours.png) 8. In Statuses That Allow Rescheduling, enter statuses that aren’t pinned. 9. Fill in the remaining settings. Your selections are reflected in the preview of the component. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The service appointment’s territory time determines the time zone. If the service appointment’s territory time is empty, the end user’s time zone is used. 10. Publish the site. ## Step 3: Enable Customers to Cancel Appointments To enable customers to cancel their appointments in the Appointment Assistant Self-Service Scheduling screen, you must disable the option for mentioning an assigned user when the service appointment is dispatched. 1. In Field Service Admin, open the Field Service Settings tab. 2. Under Dispatch, select **Scheduled Jobs**. 3. Disable the **Mention assigned user when the Service Appointment is dispatched** option. ![Scheduled jobs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_scheduled_jobs.png) 4. Save your changes. ## Step 4: Create a Messaging Component for Existing Appointments Create a messaging component for messages that let customers open the Appointment Assistant Self-Service Scheduling page. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Components**. 2. Click **New Component**. 3. Click **Notification**, and then click **Next**. 4. Enter the plain text version of your automated message. Include the URL placeholder that lets customers navigate to the Experience Builder site that you configured. For example: {!ServiceAppointment.ApptBookingInfoUrl} 5. Click **Next**. 6. Enter a name and description for your component. For example, Appointment Booking. 7. Click **Done**. The Messaging Component Builder opens. 8. In the left sidebar, click **Parameters**. 9. In the Custom Parameters section, click **New**. 10. Configure the URL parameter. - Name—A label for the parameter. For example, Change Appointment Booking. - API Name—ApptBookingInfoUrl - Type—**Text** - Object Type—**Service Appointment** 11. Click **Save**. 12. (Optional) In the left sidebar, click **Text** to further customize the plain text version of your automated message. 13. Save your changes. ## Step 5: Create Flows to Send Messages Streamline your messaging process by setting up flows that use the messaging components that you created. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Click **New Flow**. 3. Select **Record-Triggered Flow**, and then click **Create**. 4. Set up the service appointment conditions that send the URL. For example, to send the URL when a service appointment moves to the Scheduled status, in the Configure Start window: 1. In Object, enter Service Appointment. 2. In Trigger the Flow When, select **A record is updated**. 3. In Condition Requirements, select **All Conditions Are Met (AND)**. 4. Set the Condition Requirements. - In Field, enter Status. - In Operator, select **Equals**. - In Value, enter Scheduled. 5. In When to Run the Flow for Updated Records, select **Only when a record is updated to meet the condition requirements**. 6. To run the flow after the record is saved, select to optimize the flow for **Actions and Related Records**. 7. Click **Done**. 5. Add new resources that connect between the community URL, Service Appointment ID, and URL expiration time. 1. From the Toolbox, click **New Resource**, and then create a variable for the URL input. - In Resource Type, select **Variable**. - Enter an API name. - In Data Type, select **Text**. - In Default Value, enter the link to the Experience Builder site, followed by these characters: /?guestToken=#{!$Record.Id}#\[Time in Hours\] ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The \[Time in Hours\] indicates how long the URL is valid for from the time it’s generated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To make sure that the link to the Experience Builder site is accurate, copy it from the Experience Builder settings. ![Published Status link to Experience Builder site](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_published_link.png) - In Availability Outside the Flow, select **Available for input**. ![New Resource screen for input](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_new_resource.png) - Click **Done**. 2. Click **New Resource** again, and then create a variable for the URL output. - In Resource Type, select **Variable**. - Enter an API name. - In Data Type, select **Text**. - In Availability Outside the Flow, select **Available for input and Available for output**. ![New Resource screen for output](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_new_resource_output.png) - Click **Done**. 6. Add the Apex action. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Interaction, select **Action**. 3. In the Action field, enter FSAA.AARebookingGetURLcontroller. 4. Enter a name for the Label. The API Name is automatically populated accordingly. 5. In Set Input Values: - Include the valueFromFlow option. - Select the URL input variable that you created in step 5. 6. Under Advanced: - Select **Manually assign variables**. - In the output field, select the URL output variable that you created in step 5. ![Apex action details window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_apex_action.png) 7. Click **Done**. 7. Add the Update Records component. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Update Records**. 3. Enter a name for the Label. The API Name is automatically populated accordingly. 4. Under Set Field Values for the Service Appointment Record: - In Field, select **ApptBookingInfoUrl**. - In Value, select the URL output variable that you created in step 5. 5. Click **Done**. 8. Add the Send Conversation Messages action. 1. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status. 2. Add an action to the canvas. The New Action window opens. 3. Select the **Send Conversation Messages** action and complete the fields. - In **Messaging Users**, select the collection variable that you created. - In **Messaging Component**, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup. - Select **Any Time** for when to send the message. - Select **Yes**, apply Messaging End User settings for end user’s consent preferences. - In **Session Longevity**, select **Yes, End Session Immediately** if the end user doesn’t need to respond in this messaging session. You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails. ![Send Conversation Messages flow action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_send_conversation_messages.png) 4. Click **Done**. 9. Save and activate the flow. - To help troubleshoot flows, turn on flow debug logs. - For an optimal customer experience, use complete addresses. - The limit for active flows per flow type is 2,000. ## Step 6: Enable Complex Work for Existing Appointments If you’re using Enhanced Scheduling and Optimization, you can let users reschedule appointments with scheduling dependencies with Appointment Assistant Self-Service Scheduling. Appointment Assistant Self-Service Scheduling supports complex work only if you’re using Enhanced Scheduling and Optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When using complex work, it’s possible that the **Maximum days to get candidates or to book an appointment** option in Field Service Settings can minimize the number of days that the user gets slots for. See [Known Issue](https://issues.salesforce.com/issue/a028c00000zKoXSAA0/fsl-getabslots-api-retrieves-slots-while-ignoring-duedate). Give guest users access to the required service appointments. To minimize what guest users can access, only share service appointments used for Appointment Assistant. 1. From Setup, in the Quick Find box, enter Security, and then select **Sharing Settings**. 2. For manage sharing settings, select **Service Appointments**. 3. Under Sharing Rules, click **New**. 4. For Rule Type, select **Guest user access, based on criteria**. 5. Enter the sharing criteria. For example, enter this criteria. 1. For Field, select **Status**. 2. For Operator, select **not equal to**. 3. For Value, enter Completed. 6. Select to include records owned by high-volume users. 7. Share the rule with <Your Site Name> Site Guest User. 8. Save the rule. <!-- document id=ca8cc44f08d15b104554ef3cc43c176a3aa70e96f56cbd1f695b6e09233aa7af url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_sss_new_appointments_parent.md --> # Set Up Appointment Assistant Self-Service Scheduling for New Appointments Let your customers book their own appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18677e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">To create a messaging component:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">To create sharing rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18677e80 ">Customize Application</td> </tr> </tbody> </table> #### See Also - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) ## Step 1: Create a Messaging Component for the Self-Service Scheduling Flow for New Appointments Create a messaging component for the message sent to customers with the verification code. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Components**. 2. Click **New Component**. 3. Click **Notification**, and then click **Next**. 4. Enter the plain text version of your automated message, using merge fields to add information like the customer’s name or appointment. Make sure to include the placeholder for the verification code. For example: Your access code is: {!Contact.CustomField\_\_c}. To book your appointment, we must confirm that this is you. Enter the code to continue. 5. Click **Next**. 6. Enter a name and description for your component. For example, Verification. 7. Click **Done**. The Messaging Component Builder opens. 8. In the left sidebar, click **Parameters**. 9. In the Custom Parameters section, click **New**. 10. Configure the verification code parameter, using a custom field on the Contact object or an existing field that holds a 6-digit code. - Name—A label for the parameter. For example, Verification Code. - API Name—CustomField\_\_c - Type—**Text** - Object Type—**Contact** 11. Click **Save**. 12. (Optional) In the left sidebar, click **Text** to further customize the plain text version of your automated message. 13. Save your changes. ## Step 2: Set Up the Self-Service Scheduling Authentication Flow Determine the details of the authentication flow that is connected to the main flow that lets your customers book new appointments. Watch the video to see how to determine the details of the authentication flow that is connected to the main flow that lets your customers book new appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The section of the video about how to send an SMS is out of date. Follow the written instructions in this topic instead. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important The authentication flow is required for Self-Service Scheduling. Keep the authentication step in the Self-Service Scheduling flow for new appointments. If you remove the authentication step, customers can't retrieve available appointment slots. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the Self-Service Scheduling Authentication template. 3. Click **Save As** and create your own version of the flow based on the template. 4. To use the email channel for authentication: 1. To modify the default text of the email, open the EmailSubject and EmailBody variables and modify the text as needed. 2. In the Get Records element, enter your organization-wide email address as the value of the DisplayName field. ![Value field in Get Records element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_email.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To find the required email address, from Setup, in the Quick Find box, enter Email, and then select **Organization-Wide Addresses**. If the address isn’t set up, see [Organization-Wide Email Addresses](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&type=5&language=en_US). 5. To use the SMS channel for authentication, add the Update Records component. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Update Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. Under How to Find Records to Update and Set Their Values, select **Specify conditions to identify records, and set fields individually**. 5. Under Update Records of This Object Type, for Object, select **Contact**. 6. To check if the user is new or an existing contact based on the mobile phone number that they entered, under Filter Contact Records, enter the match criteria. - For Condition Requirements, select **All Conditions Are Met (AND)**. - For Field, enter MobilePhone. - For Operator, select **Equals**. - For Value, select **MobilePhoneNumber**. 7. Under Set Field Values for the Contact Records: - For Field, select the same field that you used in the messaging component to hold the 6-digit code. - For Value, select **AccessCode**. 8. Click **Done**. 6. To enable sending an SMS, add the Send Conversation Messages action. 1. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status. 2. Add an action to the canvas. The New Action window opens. 3. Select the **Send Conversation Messages** action and complete the fields. - In **Messaging Users**, select the collection variable that you created. - In **Messaging Component**, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup. - Select **Any Time** for when to send the message. - Select **Yes**, apply Messaging End User settings for end user’s consent preferences. - In **Session Longevity**, select **Yes, End Session Immediately** if the end user doesn’t need to respond in this messaging session. You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails. 4. Click **Done**. We recommend not making any other changes to this flow. 7. Save and activate the flow. 8. Control the access to the flow. 1. From Flows, click the arrow next to your flow, and select **Edit Access**. 2. Select **Override default behavior and restrict access to enabled profiles or permission sets**. 3. Add the required profiles. 4. Save your changes. 9. From the guest user profile, enable access to the flows. 1. Go to Enabled Flow Access, and click **Edit**. 2. Add your Self-Service Scheduling flows to the enabled flows. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To control user permissions to run flows, see [How Does Flow Security Work?](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US) ## Step 3: Set Up the Self-Service Scheduling Flow Configure the details of the main flow that lets your customers book new appointments. Watch the video to see how to configure the details of the main flow that lets your customers book new appointments. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the Self-Service Scheduling template. 3. To create your own version of the flow based on the template, click **Save As**, and add the required details. 4. Use the flow as is, or modify your version according to your needs. You can modify these settings. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Don’t modify fields marked as Locked. - Authentication Channel component - Authenticate by Email and Authenticate by Mobile Phone: If you want to provide only one authentication method, set one of these settings to false. - Authentication Flow: Enter the developer name of the Self-Service Scheduling Authentication flow that you created. - Authentication component - Minutes Until Resend is Available: Specify the number of minutes after customers open the web page when they can request another access code. - Get Work Types component: Filter the work types presented to your customers. - Get Operating Hours component: Enter the name of the required Operating Hours record. - Get Scheduling Policy component: Enter the name of the Scheduling Policy record that defines the length of the appointment slots. - Work Types component - Work Type Details: Enter the API name of the field that stores the work type details. The default is Description. - Work Type Title: Enter the API name of the field that stores the work type title. The default is Name. - Location component ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can manage service appointment assignments to territories with [polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&type=5&language=en_US) or by adding another screen to the flow that includes the territory record. - Show Current Location Button: Let customers set their geolocation when they tap Use My Current Location. - Appointment Selection component - Scheduling Horizon Units and Number of Scheduling Horizon Units: Shows customers a scheduling calendar based on your specification of the number of days, weeks, or months. The slots available for selection range from the earliest start permitted to the earliest end date. The end date is either the due date or the end of the scheduling horizon, whichever one is earlier. - Show Exact Appointment Times: To show exact appointment times, enter true. To show arrival windows, enter false. Make sure to enter the same value in the Summary component. - Service Territory ID: Leave blank if you use polygons or other automatic flows to assign service territories. If your Self-Service Scheduling flow includes service territory selection, enter a service territory ID. - Summary component - Show Exact Appointment Times: To show exact appointment times, enter true. To show arrival windows, enter false. Make sure to enter the same value in the Appointment Selection component. - Work Order ID: The record ID that’s updated and scheduled. If the Auto-Create Service Appointment setting is selected, a service appointment is created. If the setting is deselected, to create a service appointment for the work order, add a Create Record action to the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A default page title is provided with the package for each Lightning web component. If you want to replace the default with your own text, enter it in the Page Title field in each component. 5. Save and activate the flow. 6. Control the access to the flow. 1. From Flows, click the arrow next to your flow and select **Edit Access**. 2. Select **Override default behavior and restrict access to enabled profiles or permission sets**. 3. Add the required profiles. 4. Save your changes. 7. Add the flow to your Experience Builder site. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. In the row for your site, click **Builder**. 3. In Experience Builder, click **Components** ![Components button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_4_components_button.png). 4. From Process Automation, drag the Flow component onto the site. 5. To open the settings panel, click anywhere in the component. 6. In Flow, select your Self-Service Scheduling flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To eliminate the border that appears around the flow, in Theme, click the arrow in the top right and select **Edit CSS**. In the Override CSS window, click **Use Overrides**. Then, in the Edit CSS window, enter this code: ``` .slds-p-horizontal—medium{ margin: 0; padding: 0; } .comm-layout-column{ margin: 0 !important; padding: 4px !important; } .forceCommunityFlowCommunity{ border: none !important; } ``` 7. Publish the site. 8. From the guest user profile, enable access to the flows. 1. Go to Enabled Flow Access, and click **Edit**. 2. Add your Self-Service Scheduling flows to the enabled flows. ## Step 4: Enable Complex Work for New Appointments If you’re using Enhanced Scheduling and Optimization, you can let users create appointments with scheduling dependencies with Appointment Assistant Self-Service Scheduling. Appointment Assistant Self-Service Scheduling supports complex work only if you’re using Enhanced Scheduling and Optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When using complex work, it’s possible that the **Maximum days to get candidates or to book an appointment** option in Field Service Settings can minimize the number of days that the user gets slots for. See [Known Issue](https://issues.salesforce.com/issue/a028c00000zKoXSAA0/fsl-getabslots-api-retrieves-slots-while-ignoring-duedate). 1. Create a sharing rule to give guest users access to the required service appointments. To minimize what guest users can access, only share service appointments used for Appointment Assistant. 1. From Setup, in the Quick Find box, enter Security, and then select **Sharing Settings**. 2. For manage sharing settings, select **Service Appointments**. 3. Under Sharing Rules, click **New**. 4. For Rule Type, select **Guest user access, based on criteria**. 5. Enter the sharing criteria. For example, enter this criteria. Field: Status Operator: not equal to Value: Completed 6. Select to include records owned by high-volume users. 7. Share the rule with <Your Site Name> Site Guest User. 8. Save the rule. 2. Create two Apex or flow triggers, one to create the dependent service appointment and the other to create the dependency junction object. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Follow these steps to [create the Apex triggers](https://help.salesforce.com/s/articleView?id=platform.code_define_trigger.htm&type=5&language=en_US). For the dependent service appointment, enter this body text. ```java trigger aaCreateNewSA on ServiceAppointment (after insert) { List<ServiceAppointment> newServiceAppointments = new List<ServiceAppointment>(); for (ServiceAppointment sa : Trigger.New) { if (sa.WorkTypeId == '08qB0000000Ho3bIAC' && sa.ServiceNote != 'temporary for complex work') { // Clone the ServiceAppointment ServiceAppointment clonedSA = sa.clone(false, true, false, false); clonedSA.Id = null; // Ensure Id is null for the insert clonedSA.ServiceNote = 'temporary for complex work'; clonedSA.FSL__GanttIcon__c = sa.Id; newServiceAppointments.add(clonedSA); } } if (newServiceAppointments.size() > 0) { // Insert cloned ServiceAppointments insert newServiceAppointments; } } ``` For the dependency junction object, enter this body text. ```java trigger aaCreateNewDependency on ServiceAppointment (after update) { List<FSL__Time_Dependency__c> newTimeDependencies = new List<FSL__Time_Dependency__c>(); for (ServiceAppointment sa : Trigger.New) { FSL__Time_Dependency__c existingDependency = null; try { existingDependency = [SELECT Id FROM FSL__Time_Dependency__c WHERE FSL__Service_Appointment_1__c =: sa.Id AND FSL__Service_Appointment_2__c =: sa.FSL__GanttIcon__c]; } catch (Exception e) { if (sa.WorkTypeId == '08q1Q000000koPqQAI' && sa.ServiceNote == 'temporary for complex work') { // Create FSL__Time_Dependency__c records to connect the original and cloned ServiceAppointments FSL__Time_Dependency__c timeDependency = new FSL__Time_Dependency__c( FSL__Service_Appointment_1__c = sa.Id, FSL__Service_Appointment_2__c = sa.FSL__GanttIcon__c, FSL__Dependency__c = 'Start After Finish' ); newTimeDependencies.add(timeDependency); } } } if (newTimeDependencies.size() > 0) { // Insert FSL__Time_Dependency__c insert newTimeDependencies; } } ``` Keep these considerations in mind when creating the triggers. - To create the dependent service appointment, the first trigger must be triggered after the service appointment is created. - The second trigger must be triggered after the first one using a separate trigger. That can be done, for example, by triggering after the service appointment is updated. When retrieving slots from the Appointment Selection LWC, the preexisting update event triggers the Apex trigger. However, to trigger the Apex trigger before scheduling with the Summery LWC, an Update Record must be added after the work order is created. You must also add a screen between the service appointment creation and the update. This breaks up the transactions and enables implementing the sharing rule. ![Screen and Update Records components in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_sss_new_complex_work.png) - To verify that the trigger creates only the dependent service appointment and the dependency when a user initiates the process in Appointment Assistant, point the trigger at a specific value. For example, point the trigger at a specific work type or a value in a dedicated field on the service appointment. <!-- document id=d28efbd1b441cacd63f09fa9b57d2d6fee7a64485b5839cb94f0e9f922bd7b9b url=/admin/current/en-us/service/264-0-0/pfs_appointment_insights_set_up.md --> # Set Up Appointment Insights Configure your Appointment Insights settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14739e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14739e69 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14739e69 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14739e69 ">To configure Appointment Insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14739e69 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you configure Appointment Insights, make sure that you meet these requirements. - All Enhanced Scheduling and Optimization requirements are met. - Enhanced Scheduling and Optimization is enabled. - For Appointment Insights to evaluate scheduling options, make sure that your service appointments are associated with service territories. 1. Assign users these permission sets. See [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&type=5&language=en_US). - Field Service Admin - Field Service Dispatcher 2. Add the Appointment Insights Lightning web component to the service appointment record page. 1. From the object management settings for service appointments, go to Lightning Record Pages. 2. Select the Lightning record page that you want to add the Appointment Insights component to, and then click **Edit**. 3. In Lightning App Builder, from the Tabs component properties, add a tab and name it Appointment Insights. See [Add and Customize Tabs](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_add_tabs.htm&type=5&language=en_US). 4. To add the Appointment Insights component to a tab, select the tab on the canvas and then drop the component directly below it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Add an Appointment Insights tab as described in this step. However, you can also drag the component to any location on the Lightning record page. 5. Save your work and activate the Lightning record page. Review the limitations of Appointment Insights. - All Enhanced Scheduling and Optimization limitations apply to Appointment Insights. - Appointment Insights doesn’t support all Field Service work rules. See [Appointment Insights Work Rules (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_view_recommendations.htm&language=en_US). - Appointment Insights doesn’t support service appointments that are part of a complex work chain. #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&type=5&language=en_US) - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) - [Manage Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.fs_manage_permissions.htm&type=5&language=en_US) - [Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&type=5&language=en_US) - [Activate Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_activate.htm&type=5&language=en_US) <!-- document id=479f21bef3a8bfa54279cc5a564e5e254ec3f739a40a7106bfb61f6c7c4120ed url=/admin/current/en-us/service/264-0-0/embedded_services_appointment_home.md --> # Set Up Appointment Management Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Flow Builder. You craft the perfect interaction and decide when and how to create related records like work orders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9931e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9931e55 ">To configure the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9931e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9931e55 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9931e55 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Embedded Appointment Management is also scheduled for retirement on June 17, 2025. You can continue using this product until then. After the retirement, use an Experience Cloud site to create and embed preexisting flows. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Enable Field Service and install the latest version of the Field Service managed package before setting up Appointment Management. 1. Update your Field Service permission sets. 1. In the Field Service Admin app, on the Field Service Settings tab, Click **Permission Sets**. 2. Ensure that the FSL Self Service permission set is up to date. If you don’t have the FSL Self Service permission set in the Field Service managed package, you don’t have the latest version. 3. Give users the self-service permission set that comes with the Field Service package. 2. Create a scheduling flow with actions for your users to follow. You can create separate flows to book a new appointment, modify an existing appointment, or cancel an upcoming appointment. For a new appointment flow: 1. Collect details from your users for a Work Order and Service Appointment and query the [getSlots method](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm) in the [Field Service Managed Package](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_mp_intro.htm). Use an Apex class to query the method. 2. For your query, you need the Service Appointment ID, the Scheduling Policy ID, and the Operating Hours ID. 3. Serialize getSlots results into a JSON string and pass that as an input to the Appointment Scheduling Flows component to display the available slots for your user to select. 4. With the user selected slot, attempt to book a new appointment by using the [ScheduleService.Schedule method](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_ScheduleService.htm) in the Field Service Managed Package. Record any success or failure messages returned from the method and add a loop in your flow to retry booking or display an error message. 5. Save the flow as Embedded Appointment Management Flow type and Activate it. Use the flow in step 6.g. 3. For a modify appointment flow: 1. The Embedded Service application passes a service appointment ID to your modify appointment flow. 2. With the ID, look up the existing service appointment record. Add logic in your flow to modify details like the description or the time for the appointment by accepting relevant information from the user. 3. You can again use the getSlots method with the Appointment Scheduling component to let your users pick a new time. 4. Save the flow as Embedded Appointment Management Flow type and Activate it. Use the flow in step 6.g. 4. For a cancel appointment flow: 1. The Embedded Service application again passes a service appointment ID to your cancel appointment flow. 2. Using the ID, look up the service appointment record and set its Status to Canceled to cancel the appointment. 3. Save the flow as Embedded Appointment Management Flow type and Activate it. Use the flow in step 6.g. 5. To create and configure a connected app, follow the [Connected Apps](https://help.salesforce.com/articleView?id=connected_app_overview.htm&language=en_US) instructions. For authentication, use the [Authenticate Apps with OAuth](https://help.salesforce.com/articleView?id=remoteaccess_authenticate.htm&language=en_US) help. 6. Create and configure an Embedded Service deployment. 1. From Setup, in the Quick Find box, enter Embedded Service, then select **Embedded Service Deployments** and click **New Deployment**. 2. Choose **Appointment Management** as your conversation type and **Next**. ![A screenshot for a new deployment with the Appointment Management type selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_appt_type.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you don't see the selection, Appointment Booking isn't enabled. 3. On the New Embedded Service Deployment panel, in Embedded Service Deployment Name enter your appointment booking name. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The deployment is shown in a list on the Embedded Service page. If you have several deployments, use a descriptive name so it’s easy to distinguish each one. 4. The API Name field is automatically populated. 5. Under Site Endpoint, select the site you want to use and save your changes. 6. In Embedded Service Deployment Settings, click **Start** next to the Appointment Management settings. 7. Optionally, select **Let Customers Schedule New Appointments** and **Let Customers View Their Appointments** on the Appointment Management Settings page. Save your changes. 8. In the Scheduling flows section, click **Edit**. 9. To set the flows, use the new versions you created in the previous steps for New Appointment, Modify Appointment, and Cancel Appointment. 10. For authorization with an Experience site login, see [Connected Apps.](https://help.salesforce.com/articleView?id=connected_app_overview.htm&language=en_US) Refer to [Authorize Apps with OAuth](https://help.salesforce.com/articleView?id=remoteaccess_authenticate.htm&language=en_US) for custom login methods. 11. To customize the images used in the flow, click **Edit** under Additional Branding. Enter your Logo Image URL. 12. To go back to the Deployment home, click **APPOINTMENT\_BOOKING** at the top of the page. 13. To activate the embedded service, click the slider to **Deployment header**. 14. Click **Get Code** next to embedded code snippets. 15. On the Embedded Service Code Snippets page, click **Copy to Clipboard**, save the code snippets for later, and click **Done**. 7. Create a Cross-Origin Resource Sharing (CORS) record. 1. From Setup, in the Quick Find box, enter CORS, then select **CORS** and click **New**. 2. Enter the correct URL domain of the site where you place the embedded service, https://MyDomainName.my.site.com, and save your work. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note To access or view appointments with Appointment Management, the user must have a Customer Community User profile with the FSL Self Service permissions set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Appointment Management can also be set up with Lightning Scheduler. See the [Set Up Scheduling for Authenticated External Users](https://help.salesforce.com/articleView?id=ls_inbound_overview.htm&language=en_US) instructions first to meet any prerequisites before following the previous steps. [Add Inbound Flows to a Website](https://help.salesforce.com/articleView?id=ls_set_up_inbound.htm&language=en_US) provides more background. <!-- document id=78b057173c21369e48fe16b4944ee845df29ba1b9cc0e83a8ca6ecd3f6d336ec url=/admin/current/en-us/service/264-0-0/mfs_native_gis_create_arcgis_webmap.md --> # Set Up ArcGIS for Native GIS To use maps in the Field Service mobile app, first assign licenses. Then, create feature layers in the ArcGIS portal. Finally, assign them to maps, and define the authentication to use to access the map. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> 1. Determine whether you're using ArcGIS Online or ArcGIS Enterprise. See [The differences between ArcGIS Online and ArcGIS Enterprise](https://www.esri.com/about/newsroom/arcnews/the-differences-between-arcgis-online-and-arcgis-enterprise). - ArcGIS Online (AGOL) is Esri's cloud-hosted platform. Salesforce and ArcGIS Online communicate over the public internet, so no firewall or domain allowlisting is required. - ArcGIS Enterprise typically runs on your own infrastructure and requires network configuration between Salesforce and your ArcGIS Enterprise environment. See the next step. 2. If you're using ArcGIS Enterprise, open network access to your Salesforce account in your ArcGIS Enterprise environment. 1. While you're setting up and testing the connection in a sandbox, contact Salesforce Support to open a case for outbound callout access to your ArcGIS Enterprise domain. 2. This step applies whether you're working in a sandbox or in production. Contact Salesforce Support to open a case for your org's current Salesforce IP ranges, and give the ranges to your network team to open inbound access to your ArcGIS Enterprise machine. Include your org's instance in the case. From Setup, in the Quick Find box, enter Company Profile, and then select **Company Information** to find it. 3. Assign the following Esri licenses to access the ArcGIS portal: - Each mobile worker needs a Mobile Worker user type license to generate location data to create or update records in Salesforce. - The connector and the Admin need a single ArcGIS Creator user type license to update records in the ArcGIS portal and to build ArcGIS web maps. 4. Create one or more hosted feature layers. Consider what data you want to display, how you want to display it, and who should have access to it. Each hosted feature layer can contain multiple layers. Feature layers can either provide data from an external source, or display Salesforce data, by using the Salesforce connector. See [Hosted feature layers](https://doc.arcgis.com/en/arcgis-online/reference/feature-layers.htm). 1. If you are using a Native GIS connector, select **Enable editing**, and then select **Add**, **Delete** and **Update**. See [Manage hosted feature layer editing](https://doc.arcgis.com/en/arcgis-online/manage-data/manage-editing-hfl.htm). 2. In the Data tab, for each layer that displays a Salesforce object, click **Add Field** and define the following fields: salesforce\_record\_id\_c and salesforce\_object\_name\_c as Text datatypes. salesforce\_lastmodified\_date\_c as a Date datatype. 3. To use the map in offline mode, make sure that **Enable sync** is selected on the Settings tab of the hosted feature layer's item page. This is necessary regardless of the data type that the feature layer displays. See [Allow offline editing or collaboration](https://doc.arcgis.com/en/arcgis-online/manage-data/manage-editing-hfl.htm#ESRI_SECTION2_D884E7592F554616A92E6D04CA5081C3). 5. Create a web map in your ArcGIS portal. See [How to create a web map](https://doc.arcgis.com/en/arcgis-online/get-started/get-started-with-maps-mv.htm). 1. Add a default basemap. 2. Add the required feature layers. 3. In the Offline tab, make sure that the map is compatible for offline use. See [Take web maps offline](https://doc.arcgis.com/en/arcgis-online/manage-data/take-maps-offline.htm). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the service appointment lacks coordinates, the app uses the position and scale that is shown when you save the map. 6. Define whether to use app or user authentication to allow access to map content and location services in the ArcGIS portal. See [Authentication comparison](https://developers.arcgis.com/documentation/security-and-authentication/types-of-authentication/#authentication-comparison) and [App authentication for online users](https://architecture.arcgis.com/en/framework/architecture-pillars/security/authentication-models-and-providers.html). These options are available. - User authentication for mobile workers: Use this option for all mobile workers, to allow them to log in with their own credentials. As a "Named User" your specific permissions control what you can see and do. This method can also be used by connectors. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Make sure that you define authenticate-with-oauth://auth as the redirect URL to use for authenticating the mobile worker when they log into the map for the first time. - App authentication for the connectors: Use this option to identify the application itself as the entity to run background processes, and to provide public access when you don’t need users to sign in. 7. Copy the Client ID and Client Secret that you receive. You'll need these details for setting up the authentication in Salesforce. #### See Also - [Offline Maps](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_offline_maps.htm&release=264.0.0&type=5 "Every 24 hours, the Field Service mobile app evaluates whether your offline map covers the locations for a mobile worker's upcoming service appointments. If the app detects that the map area is insufficient for the next 24 hours of work, it prompts them to replace the current map with a new one that includes the relevant area.") <!-- document id=294d0270c704408e9834b2564d5429b8995a9e7eb5ed85aa947b1794c9c29109 url=/admin/current/en-us/service/264-0-0/enable_summaries_in_experience_builder.md --> # Set Up Article Summary in Experience Builder Add the Knowledge Article Summary Lightning web component to the Knowledge or Article Detail page in Experience Builder and publish the site to display the AI-generated summaries on your public-facing site. This component is compatible with both Aura and LWR sites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91914e86">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">To create and manage Agentforce Service agents: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent user securely access data and perform actions, see <a href="https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US&type=5" target="_blank">Best Practices for Agent User Permissions</a>.</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 "> <p>Prompt Template Manager permission set </p> <ul> <li>Manage Prompt Templates</li> <li>Execute Prompt Templates </li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">To create an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">To customize or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate <a href="https://help.salesforce.com/s/articleView?id=experience.networks_access_control_overview.htm&language=en_US&type=5" target="_blank">role-based site access</a></td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">To enable digital experiences</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91914e86 ">Customize Application</td> </tr> </tbody> </table> Before you begin, make sure you've completed these steps: - Your org has assigned CustomerCommunity or CustomerCommunityPlus licenses. - An Experience Cloud site is active with at least one published knowledge article. - Service AI Grounding is enabled for Knowledge data in Setup. - An Agentforce Service Agent is configured for your site. - The Improve Performance of Connect APIs in your LWR Sites setting is disabled in your site's Administration workspace. Use these steps to add the Summary Component to Your Site 1. From Setup, in the Quick Find box, enter Service Cloud Einstein, and then select **Service AI Grounding**. 2. On the Service AI Grounding page, turn on **Service AI Grounding**. 3. Under Knowledge, select only public fields that are accessible to portal and guest users for use in summary generation, and then click **Activate**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To prevent exposure of sensitive data, make sure that only public Knowledge fields are selected. If a private field was previously selected, data from those fields may still appear in Q&A and summary content for guest users, while authenticated users are not affected. ![Tun on Service AI grounding](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/turn_on_ai_service_grounding.png) 4. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 5. Next to your experience site, click **Workspaces**. 6. Select the **Builder** tile to open Experience Builder. 7. Navigate to the Knowledge Detail page template for LWR sites or the Article Detail page for Aura sites. 8. From the Components palette, drag the **Knowledge Article Summary** component onto the page. 9. In the component properties panel, configure the settings as needed, such as style properties. 10. Click **Publish** to deploy the site changes. <!-- document id=8dca10784806e8eb6dd66780983815b5f5de1c8652674e8ab026f85460cd2077 url=/admin/current/en-us/service/264-0-0/fs_asset_attrib_set_up.md --> # Set Up Asset Attributes Configure your Asset Attributes settings and enable user permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35184e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">To configure Asset Attributes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">To enable permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">To customize related lists:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">To create and manage restriction rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">Manage Sharing</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">To view restriction rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35184e69 ">View Setup & Configuration AND View Restriction and Scoping Rules</td> </tr> </tbody> </table> Before you create and manage asset attributes, make sure that you complete these tasks. 1. Enable user permissions for attribute definitions and units of measure. 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Select the relevant profile, and then click **Edit**. 3. In Tab Settings, select **Default On** for Attribute Definitions and Units of Measure. 4. In Standard Object Permissions, enable basic access permissions for Attribute Definitions and Units of Measure. 2. Add picklist values for units of measure. 1. From the object management settings for units of measure, go to Fields and Relationships. 2. Select **Type** and add picklist values (for example Imperial or Metric). 3. (Optional) Customize the fields to appear in the Asset Attributes related list. In the page layout of the Asset object, select the fields to show. 4. (Optional) Create restriction rules for asset attributes when sharing asset records. The rules prevent sharing confidential asset attributes along with the asset record. From the object management settings for asset attributes, go to Restriction Rules and click **Create New Rule**. #### See Also - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) - [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US) - [Create a Restriction Rule](https://help.salesforce.com/s/articleView?id=platform.security_restriction_rule_create.htm&type=5&language=en_US) - [Restriction Rule Considerations](https://help.salesforce.com/s/articleView?id=platform.security_restriction_rule_considerations.htm&type=5&language=en_US) <!-- document id=b964ec2808bfccede9cc06adf3480eb93d133d9d601138ec1fc6d283afed0e92 url=/admin/current/en-us/service/264-0-0/fs_asp_setup.md --> # Set Up Asset Service Prediction Use the guided setup to install and configure Asset Service Prediction. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience in Connected Assets with Field Service enabled.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To purchase the Connected Assets add-on license, contact your Salesforce account executive.</td></tr></tbody></table> 1. **[Create the Data Cloud Salesforce CRM Connection](https://help.salesforce.com/s/articleView?id=service.fs_asp_crm_connection.htm&release=264.0.0&type=5)** To connect the CRM org, enable Data 360 and manually set up a connection. 2. **[Create Custom Fields](https://help.salesforce.com/s/articleView?id=service.fs_asp_custom_fields.htm&release=264.0.0&type=5)** Integrate custom fields in the Asset object for accurate asset usage tracking and optimized predictive capabilities. These fields provide vital data for the AI model, leading to more precise future asset utilization predictions. 3. **[Complete Asset Service Prediction Requirements](https://help.salesforce.com/s/articleView?id=service.fs_asp_reqs.htm&release=264.0.0&type=5)** In the Asset Service Prediction guided setup, the "Complete Asset Service Prediction Requirements" step configures your Salesforce organization with the necessary permissions, features, and data components required to implement and use Asset Service Prediction successfully. 4. **[Enable Field-Level Security for the Data Cloud Salesforce Connector Permission Set](https://help.salesforce.com/s/articleView?id=service.fs_asp_objects.htm&release=264.0.0&type=5)** To properly configure Asset Service Prediction, ensure that the Data Cloud Salesforce Connector permission set has the necessary access to specific fields across several key objects. 5. **[Create Data Streams and Data Lake Objects](https://help.salesforce.com/s/articleView?id=service.fs_asp_data_streams.htm&release=264.0.0&type=5)** Create data streams and data lake objects (DLO) to connect and associate your data with the information that is stored in Data 360. This process creates a unified view of your service history for better analysis and insights into your service operations. 6. **[Install and Enable Asset Service Prediction](https://help.salesforce.com/s/articleView?id=service.fs_asp_install.htm&release=264.0.0&type=5)** During the Asset Service Prediction install, you can configure the tool and optimize its AI model for performance. 7. **[Moderate Access to AI Accelerator](https://help.salesforce.com/s/articleView?id=service.fs_asp_ai_accelerator.htm&release=264.0.0&type=5)** Assign the AI Accelerator permission set to let mobile users access Asset Service Prediction. <!-- document id=eee2e76ec066467fe353938e8efea582203510185a37f41a09167fee33429833 url=/admin/current/en-us/service/264-0-0/assets_implement.md --> # Set Up Assets Use Field Service to track, maintain, and optimize assets. While products represent the items that your company sells, assets represent the specific products your customers have purchased. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> To start tracking the products you sell to customers, customize asset page layouts and permissions, create asset records, and establish relationships between assets and other records. You can also add warranty terms, define performance attributes, and integrate your asset tracking with MuleSoft. Assets have a serial number, purchase date, and other information related to an individual sale. Depending on how your organization uses assets, they can represent competitor products that your customers have or versions of your products. View and manage assets from the Assets tab. Depending on your page layout settings, you can also view lists of related assets on account, contact, product, and location page layouts. You can create asset hierarchies to represent products with multiple components, and view a tree grid of an asset’s hierarchy on its detail page. On the support side, assets can be linked to cases, work orders, maintenance plans, entitlements, and contract line items, making it easy to see an asset’s history from production to retirement. - **[Considerations for Using Assets](https://help.salesforce.com/s/articleView?id=service.assets_del.htm&release=264.0.0&type=5)** If you’re working with assets, review these considerations to keep things running smoothly. - **[Configure Asset Settings](https://help.salesforce.com/s/articleView?id=service.assets_edit.htm&release=264.0.0&type=5)** Customize your page layouts and object permissions to control how your users work with assets. - **[Create Assets](https://help.salesforce.com/s/articleView?id=service.assets_create.htm&release=264.0.0&type=5)** Create assets to track products purchased by your customers. - **[Create Asset Hierarchies](https://help.salesforce.com/s/articleView?id=service.assets_rel_hierarchical.htm&release=264.0.0&type=5)** Establish parent-child relationships between assets to represent products with multiple components. - **[Associate an Asset with Its Related Contacts](https://help.salesforce.com/s/articleView?id=service.fs_manage_asset_contact_participants.htm&release=264.0.0&type=5)** Create Asset Contact Participant records to track all the contact associated with an asset in the asset’s lifecycle. For example, associate an asset with the technician who repaired it, with the finance manager who facilitated its sale, and with the sales executive who sold it. An asset can have multiple contact participants. - **[Associate an Asset with Its Related Accounts](https://help.salesforce.com/s/articleView?id=service.fs_manage_asset_account_participants.htm&release=264.0.0&type=5)** Create Asset Account Participant records to track all the accounts associated with an asset in the asset’s lifecycle. For example, an asset can be related with the supplier who supplied you the asset and the customer who bought the asset. An asset can have multiple account participants. - **[Record Product Warranties in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_record_product_warranties.htm&release=264.0.0&type=5)** Use Warranty Terms to record details of the labor, parts, expenses, and exchange options that you provide to rectify issues with products you sell or install. - **[Manage Field Service Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib.htm&release=264.0.0&type=5)** Improve asset management and help mobile workers efficiently repair and maintain assets by defining and monitoring asset attributes that represent asset health and performance. Then, define threshold monitoring based on recordset filter criteria and track threshold compliance for multiple asset attributes. - **[Integrate Field Service Assets with MuleSoft](https://help.salesforce.com/s/articleView?id=service.fs_integrate_assets_with_mulesoft.htm&release=264.0.0&type=5)** Connect, automate, and secure assets across any systems with MuleSoft. <!-- document id=33bf78552d4e8cc69fda10f49722ac7e62c492f05bd74ab8b81a46c50a3ad18e url=/admin/current/en-us/service/264-0-0/creating_assignment_rules.md --> # Set Up Assignment Rules Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d139189e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e60 ">To view assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e60 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e60 ">To create or change assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e60 ">Customize Application</td> </tr> </tbody> </table> 1. (Recommended) Choose a user or queue to be the default case owner so that cases are assigned to a specific service rep even if no assignment rules apply. Set the default case owner on the Support Settings page in Setup. 2. From Setup, enter Assignment Rules in the Quick Find box, then select either **Lead Assignment Rules** or **Case Assignment Rules**. 3. Choose **New**, and then give the rule a name. Specify whether you want this rule to be the active rule for leads or cases that are created manually and via the web and email. Then click **Save**. 4. To create the rule entries, click **New**. For each entry, you can specify:<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.7741935483871%"> <col style="width:83.22580645161291%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139189e149">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d139189e152">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Order</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 "> <p>Sets the order in which the entry is processed in the rule, for example, <kbd>1</kbd>, <kbd>2</kbd>, <kbd>3</kbd>. </p> <p style="margin-bottom:0;">Salesforce evaluates each entry in order and tries to match the criteria for the entry. When a match is found, Salesforce assigns the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Criteria</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 "> <p>Specifies conditions that the lead or case must match for it to be assigned.</p> <p>Enter your rule criteria.</p> <ul> <li> Choose <samp class="parmname">criteria are met</samp> and select the filter criteria that a record must meet to trigger the rule.<span id="creating_assignment_rules__ExampleRuleTrigger"><a name="creating_assignment_rules__ExampleRuleTrigger"><!-- --></a>For example, set a case filter to <kbd>Priority equals High</kbd> if you want case records with the <samp class="parmname">Priority</samp> field marked High to trigger the rule. </span> <p>If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria of up to 255 characters each.</p> <p>When you use picklists to specify filter criteria, the selected values are stored in the organization's default language. If you edit or clone existing filter criteria, first set the <samp class="parmname">Default Language</samp> on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.</p> </li> <li>Choose <samp class="parmname">formula evaluates to true</samp> and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” <span id="creating_assignment_rules__FormulaExampleAssignAndEscalate"><a name="creating_assignment_rules__FormulaExampleAssignAndEscalate"><!-- --></a>For example, the formula <code>AND(ISCHANGED( Priority ), ISPICKVAL (Priority, "High") )</code> triggers a rule that changes the owner of a case when the <samp class="parmname">Priority</samp> field is changed to High.</span> </li> </ul> <p style="margin-bottom:0;">If your condition uses a custom field, the rule entry is deleted automatically if the custom field is deleted.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">User</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 "> <p>Specifies the user or queue that the lead or case is assigned to. Users specified here cannot be marked “inactive”, and they must have “Read” permission on leads or cases. </p> <p>You can't revoke the “Read” permission on leads or cases for users assigned to a rule.</p> <p style="margin-bottom:0;">If your organization uses divisions, leads are assigned to the default division of the user or queue specified in this field. Cases inherit the division of the contact to which they are related. If no contact is specified, cases are assigned to the default global division.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Do Not Reassign Owner</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 ">Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Email Template</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 ">Specifies the email template to use for the notification email that is automatically sent to the new owner. If you don’t specify an email template, then Salesforce doesn’t send a notification email. When a lead or case is assigned to a queue, the notification email is sent to the <samp class="parmname">Queue Email</samp> address specified for the queue and all queue members.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Predefined Case Teams</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 "> <p>Specifies the predefined case teams to add to a case. A case team is a group of people that work together to solve cases. </p> <p style="margin-bottom:0;">To select a predefined case team to add to the assignment rule, click the lookup (magnifying glass) icon. To add more predefined case teams, click <strong class="uicontrol">Add Row</strong> to add a row in which you can specify a predefined case team.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e149 "><samp class="parmname">Replace any existing predefined case teams on the case</samp></td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d139189e152 ">When a case matches the condition, any existing predefined case teams assigned to the case are replaced with the specified case teams.</td> </tr> </tbody> </table> After creating the entry, click **Save**, or **Save & New** to save the entry and create more entries. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Create an error-proof rule by always creating the last rule entry with no criteria. This rule entry is a catch-all rule that assigns any leads or cases that the previous rule entries didn’t assign. - **[Guidelines for Assignment Rules](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&release=264.0.0&type=5)** Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues. - **[View and Edit Assignment Rules](https://help.salesforce.com/s/articleView?id=service.editing_assignment_rules.htm&release=264.0.0&type=5)** View and update your assignment rules to meet your business needs. <!-- document id=3e43a9b8cbaeb694eea53beda59781a888218ce93add44a399fe12f4886b7282 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_assignment_rules.md --> # Set Up Assignment Rules for IT Services Use the simplified setup flow to enable Assignment Rules for your organization. This process also enables and configures Context Service and Decision Table access which are required for assignment rules to function. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31728e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31728e73 ">To set up Assignment Rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31728e73 ">Customize Application</td> </tr> </tbody> </table> 1. From the Salesforce Go page, go to the Features tab, and search for and select Assignment Rules for IT Service. 2. Select **Get Started** on Assignment Rules for IT Service. 3. Turn on Assignment Rules. 4. Confirm that you want to turn on Assignment Rules. This action will enable Assignment Rules, along with Context Service and BRE Decision Table Access. <!-- document id=18f2077582d25965dba4bc41271d487e9defd3248ba87c44c0585c8f46299d9b url=/admin/current/en-us/service/264-0-0/mfs_native_gis_auth_setup.md --> # Set Up Authentication in Salesforce for Native GIS Create authentication methods to authenticate mobile workers, and to authenticate the connector when syncing records with ArcGIS. You can either have a single authentication method for both your mobile workers and the connector, or you can define different authentication methods for each. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55991e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55991e72 ">To set up authentication:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55991e72 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, find and select **Field Maps Settings**. 2. From the Authentication tab, click **New Authentication**. 3. Enter the authentication details. 1. Enter a unique name. 2. Select the **Authentication Method**. The method should be the same as what you defined in ArcGIS. 3. For Client ID and Client Secret, use the ArcGIS developer credentials that you created. See [Set Up ArcGIS for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_create_arcgis_webmap.htm&release=264.0.0&type=5 "To use maps in the Field Service mobile app, first assign licenses. Then, create feature layers in the ArcGIS portal. Finally, assign them to maps, and define the authentication to use to access the map."). 4. For the Base URL, enter the ArcGIS portal’s domain. 5. Save your changes. ![New Authentication](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_new_authen.png) 4. For the authentication method that you defined for mobile workers, assign their profile to the authentication record. If you created an authentication method for the connector, you don’t need to assign it to a profile. 1. From the Actions dropdown, select **Assign to Profile**. 2. Find and select the mobile workers’ profile, and move it to Selected Profiles. 3. Save your changes. <!-- document id=c965bbceb78e7c380322c1561fe73e6be89b45ec38f3534e3aa8da818039c1b6 url=/admin/current/en-us/service/264-0-0/creating_auto-response_rules.md --> # Set Up Auto-Response Rules Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d158750e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158750e58 ">To create auto-response rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158750e58 ">Customize Application</td> </tr> </tbody> </table> Create auto-response rules for leads captured through a Web-to-Lead form and for cases submitted through a: - Self-Service portal - Customer Portal - Web-to-Case form - Email-to-Case message - On-Demand Email-to-Case message Case auto-response rules are also available in the Essentials edition. Create as many response rules as you like based on any attribute of the incoming lead or case. Keep in mind that you can activate only one rule for leads and one rule for cases at a time. Your team can see the email responses in the Activity History related list for the lead or contact and in the Email related list on cases. Emails sent from case auto-response rules don’t count towards the daily limit for outbound email messages. ## Create Auto-Response Rules To create a Web-to-Lead response rule, from Setup, enter Auto-Response Rules in the Quick Find box, then select **Lead Auto-Response Rules**. To create a response rule for cases, from Setup, enter Auto-Response Rules in the Quick Find box, then select **Case Auto-Response Rules**. On the Auto-Response Rules page: 1. Click **New**. 2. Enter the rule name. 3. To activate this rule, select **Active**. 4. Click **Save**. 5. Create rule entries. ## Create Response Rule Entries 1. Click **New** from the rule detail page. 2. Enter a number to specify the order this entry is processed. - The rule processes entries in this order. The rule stops processing at the first matching entry, and then Salesforce sends the email using the specified email template. - If no auto-response rules apply, then Salesforce sends an email using the default template specified on the Web-to-Case or Web-to-Lead Settings page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create an error-proof rule, always create the last rule entry with no criteria. This rule entry catches any leads or cases that the previous rule entries did not. This practice is especially important for Email-to-Case and On-Demand Email-to-Case, which don't have default templates. 3. Enter your rule criteria: - Choose criteria are met and select the filter criteria that a record must meet to trigger the rule. For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization's default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected. - Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula `AND(ISPICKVAL(Priority,"High"),Version<4.0)` triggers a rule that automatically responds with the selected template when the Priority field on a case is set to High and the value of a custom field named Version on the case is less than four. 4. Enter the name to include on the From line of the auto-response message. 5. Enter the email address to include on the From line of the auto-response message. This email address must be either one of your verified organization-wide email addresses or the email address in your Salesforce user profile. This email address must be different than the routing addresses that’s used for Email-to-Case. 6. If you want, enter a reply-to address. 7. Select an email template. 8. If you’re creating a response rule entry for Email-to-Case, select Send response to all recipients to send auto-response messages to anyone included in the To and Cc fields in the original message. 9. Save your work. - **[Differences Between Auto-Response Rules and Workflow Email Alerts](https://help.salesforce.com/s/articleView?id=service.rules_differences_auto_workflow.htm&release=264.0.0&type=5)** Auto-response rules and workflow email alerts provide similar functionality. This table lists some of the differences between workflow alerts and auto-response rules, so you can decide which process to use. <!-- document id=4d38debde3f6e92753f06009b95b6a76c25101f848925f12197fb3fff81d7f24 url=/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_setup_inctriage.md --> # Set Up Automated Incident Triage for IT Services Configure incident triage to automatically detect duplicate incidents, identify relationships to active major incidents, find information gaps, and notify employees when incidents are created in your IT service org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d57029e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57029e68 ">To manage Agentforce agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57029e68 ">Agentforce Admin Permission Set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57029e68 ">To view and activate flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57029e68 ">Manage Flow</td> </tr> </tbody> </table> ## Prerequisites Complete the required Slack app and agent setup to enable incident triage notifications in Slack. 1. [Configure Employee Service Slack App for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_cnfgr_employee_slackapp.htm&type=5&language=en_US). The Employee Services Slack app allows employees to interact with IT services directly from their Slack workspace. 2. Make sure to add General Slack subagent to IT Service Employee Agent to receive incident triage related notifications in Slack . See [Add a Subagent to Your Agent from the Asset Library](https://help.salesforce.com/s/articleView?id=ai.agent_topics_add_asset.htm&type=5&language=en_US). ## Configure Automated Incident Triage Turn on automated incident triage to automatically triage and categorize incidents for prioritization and routing. 1. From Setup, click **Salesforce Go**. 2. Search for and select **Incident Management**. 3. In the Incident Management section, make sure that the Incident Management toggle is on. 4. Turn on **Automatically Triage Incidents**. ## Review and Verify the Incident Triage Flow Confirm that the Incident Triage record-triggered flow is active and correctly configured to run when incidents are created in your org. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows** under Workflow Services. 2. In the Flow Definitions list, search for triage incident by using the search bar and then open the **Incident Triage** flow. 3. In the Flow Builder, verify the flow start configuration: 1. Make sure that the Object is set to Incident. 2. Make sure that the Trigger is set to A record is created. 3. Make sure that the Optimize for is set to Actions and Related Records. 4. Review the flow logic to confirm these key processing steps are present: - Find Duplicate Incidents: Searches for existing open incidents with similar characteristics. - Detect Major Incident: Evaluates whether the incident qualifies as a major incident. - Identify Incident Gaps: Determines missing information or gaps in the incident data. - Incident Triage Prompt: Uses AI to generate the triage summary and output. - Send Slack Message: Sends triage notifications to a Slack channel. - Create Chatter Post: Posts the triage summary to the incident record feed. - Send Email to User: Sends an email notification to the incident reporter. 5. Make sure that the flow status shown in the toolbar is Active. If the flow isn't active, click **Activate**. The Incident Triage flow is active and runs automatically whenever an incident record is created. <!-- document id=f0faf9839f5d4f6bd9f38099059acfa24ffa1ff0203898235c1d380b8424f1bc url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_config_simplify_setup.md --> # Set Up Automated Microsoft Entra ID App Configuration for Microsoft Teams Integration Run the automated setup to generate the full Microsoft Entra ID App with all required permissions and configurations, to eliminate manual configuration and reducing setup errors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Set Up Microsoft Entra ID App Automatically Run setup to automatically configure the Microsoft Entra ID app, including swarming, Single Sign-On (SSO), permissions, and redirect URLs. 1. From Setup, select **Salesforce Go**, and then search for Microsoft Teams for Employee Service on the Salesforce Go Home page. 2. Select **Microsoft Teams for Employee Service**. 3. To automatically configure the Microsoft Entra ID app, including permissions and redirect URLs, under Set Up Microsoft Entra ID App, click **Run Setup**. 4. On the Run Automated App Setup page, select Swarming and SSO, then click **Next**. - Swarming: Configures the delegated app with the required Microsoft Graph permissions and org auth-callback redirect URL. - SSO: Configures the delegated app with the preferred Experience Cloud site redirect URL and Teams extension. 5. To automatically complete the Microsoft Entra ID app setup, on the Review Steps page, click **Run Setup**. 6. On the Setup Complete page, review the status of each step, and then click **Close**. ## Configure Authentication Provider Configure the Auth. Provider for secure communication between Salesforce and Microsoft Teams. 1. From Setup, in the Quick Find box, enter Auth Providers, and then select **Auth Providers**. 2. On the Auth Providers page, find and open the **microsoft\_auth\_provider** Auth Provider. 3. Click **Edit**. 4. Enter Consumer Key and Consumer Secret from the Salesforce ITSM for Teams (Delegated Access) Azure AD app. 5. For Authorize Endpoint URL, enter https://login.microsoftonline.com/{tenant\_id}/oauth2/v2.0/authorize and the for Token Endpoint URL, enter https://login.microsoftonline.com/{tenant\_id}/oauth2/v2.0/token. Replace the {tenant\_id} placeholder with your actual Azure Tenant ID. 6. For Registration Handler Type, select **Apex**. 7. For Registration Handler, select **MsTeamsItsmSSOHandler**. If MsTeamsItsmSSOHandler isn’t available, to refresh the latest configuration, go to Salesforce Go and turn Microsoft Teams for Employee Service off and then back on. 8. To maintain security best practices, for Execute Registration As, select a user account with only the Manage Users permission. 9. Save your changes. <!-- document id=12c0d480ae1d98eaa10ea0bcda95fd9f8b36d7f27afa9c8487f60bdfc5980c7d url=/admin/current/en-us/service/264-0-0/livemessage_automatic_message_notifications.md --> # Set Up Automated Notifications in Messaging Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_automatic_message_notifications__d1178e3031"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_automatic_message_notifications__d1178e3031" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Standard and Enhanced SMS, and Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> The way you set up and send an automated notification depends on the channel where it’s sent. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e101">Channel Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e104">Setup Method</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e107">Sending Method</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Standard SMS and standard Facebook Messenger channels</td> <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a template on the Messaging Templates page in Setup.</td> <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 "> <p>A flow sends the message.</p> <p style="margin-bottom:0;">In SMS channels, automated messages are supported only within the country of the channel’s phone number. For example, in a channel with a US phone number (+1), you can send automatic messages only to US phone numbers. </p> </td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Enhanced WhatsApp channels</td> <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a template in WhatsApp Business Manager. Then, create a notification messaging component on the Messaging Components page in Setup, and link it to your template. </td> <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 ">A flow sends the message. Service reps can also send them manually from the Service Console.</td> </tr> <tr class=""> <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Enhanced In-App Chat, enhanced SMS, enhanced LINE, and enhanced Apple Messages for Business channels</td> <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a notification messaging component on the Messaging Components page in Setup.</td> <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 ">A flow sends the message. Service reps can also send them manually from the Service Console.</td> </tr> </tbody> </table> In Enhanced In-App Chat, you can also set up push notifications. Push notifications alert customers about new messages sent by service reps or automation. For example, after a flow sends a message to a customer in your iOS app, a push notification informs the customer that they received a message. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note In enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel, service reps can send notification messaging components manually from the Service Console by clicking the messaging component action and selecting a component. However, you can’t send them via automation. - **[Set Push Notifications for Enhanced In-App Chat](https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&release=264.0.0&type=5)** Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history. - **[Send Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5)** Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else. - **[Send Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5)** Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else. <!-- document id=6c431e301977d3af12ac1beeeff3602a170e21e618465b4973e276ab39c564a1 url=/admin/current/en-us/service/264-0-0/fs_set_up_bundling_automatic.md --> # Set Up Automatic Bundling Use automatic bundling to create and update bundles instead of managing them manually. Automatic bundling includes two modes: Automated Bundling and Live Bundling. The automatic bundling process looks for service appointments in a particular service territory and then looks at the priority of the bundle policy. After the bundles are created, they appear in the work list with the status None and can be scheduled. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d119914e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d119914e69 ">To set up automatic bundling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d119914e69 ">Customize Application</td> </tr> </tbody> </table> The automatic bundling process creates bundles: - If at least two service appointments can be bundled - Split by service territories that are part of the bundle policy - Without service appointments that are part of a complex work chain - For Automated Bundling, if the time between the Earliest Start Permitted and the Due Date of the service appointments overlaps with a 7-day period that starts at the time of the scheduled automatic bundling process. For example, if the Earliest Start Permitted of a service appointment is before the start of the 7-day period and the Due Date is after the end of the 7-day period, it can still be added to the bundle. For Live Bundling, if the time between the Earliest Start Permitted and the Due Date of the service appointments overlaps with a 2-day period that starts at the time of the scheduled automatic bundling process. For example, if the Earliest Start Permitted of a service appointment is before the start of the 2-day period and the Due Date is after the end of the 2-day period, it can still be added to the bundle. - In the service appointment details of the created bundle, the Manually Bundled field is deselected. If you manually update the service territory of the bundle or of one of the bundle members after the bundle was automatically created, the Manually Bundled field is selected and the bundle isn’t considered for automatic bundling processes. - When automatic bundling creates a bundle, the bundle’s status is set to the default Service Appointment Status value (None, unless your org has changed the default). Bundle members receive the bundle’s status, unless their current status is listed in **Bundle Member Statuses not to be Propagated**, or the bundle’s status isn’t listed in **Bundle Statuses to be Propagated** (an empty list means all statuses are propagated). Service appointments that were scheduled become unscheduled, even if their status is excluded from propagation. A bundle can include both Dispatched and Completed service appointments, and a bundle can have only one status. To schedule the bundle, use a scheduling feature, such as Optimization, Book Appointment, or Find Candidates. You can also schedule it manually. When the bundle’s status changes, bundle members receive the same status, following the same propagation settings. It’s recommended to configure restriction policies for the Earliest Start Permitted and Due Date fields. That way, the automatic bundling process doesn’t fail because of service appointments that have an earlier due date than the earliest start permitted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Automatic bundling requires at least one of each of these policies: - Restriction policy with Restrict in Automatic Mode selected - Service territory policy - Bundle policy with Automatic Bundling selected ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Continuous bundle re-evaluation and recreation is expected behavior by design. While this ensures maximum efficiency, it may generate higher platform event volume in environments with frequent appointment changes. ## Configure the Settings 1. From the App Launcher, find and select **Field Service Settings**. 2. Click **Scheduling**, and then click **Bundling**. 3. Set up Automated Bundling to schedule the bundling process during low-activity times. 1. Turn on **Automated Bundling**. 2. Schedule the process. 3. Click **Apply**. In this example, the automated bundling process is scheduled to run daily at 11 PM. ![Automated Bundling settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_automated_bundling.png) 4. Set up Live Bundling to update or create bundles when service appointments are modified or added to your appointment list. Live bundling adds bundle members only to bundles that were created with automatic bundling. It doesn’t add bundle members to bundles that were created manually. If a bundle member is manually removed from a bundle, live bundling doesn’t add it to the same bundle again. 1. Turn on **Live Bundling**. 2. Define the frequency of the updates, from 5 to 15 minutes. 3. Click **Apply**. ![Live Bundling settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_bundle_live.png) Service appointments are reconsidered for Live Bundling when you update any of these fields. - Service Territory - Due Date - Early Start - Status - Pinned - Any other field defined in a bundle restriction policy - Any other field defined in a recordset filter criteria ## Monitor the Automatic Bundling Requests 1. You can receive an email when the automated bundling process fails. To activate the flow that sends the email, take these steps. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the Send Email for Automated Bundling Failures flow. 3. To use the flow as is, click **Activate**. 4. To modify the flow, click **Save As**. A warning is shown, but if you’ve verified that the Automated Process user has an email address entered in the settings, you can ignore this warning. To check whether it’s entered, from Setup, in the Quick Find box, enter Process Automation, and then select **Process Automation Settings**. Make sure that Automated Process User Email Address is populated. 5. To check the start time of the flow, edit the Start element and change it as needed. The time is set according to the Automated Process user’s time zone. 6. The email is sent to the first admin user, according to alphabetical order. To change the recipient of the email, edit the Send Email element, and in the Recipient Address List, enter one or more email addresses. 7. Activate your version of the flow. 2. Dispatchers can see the status of automatic bundling requests by clicking the light bulb in the Classic Dispatch Console. Automatic bundling requests can also be monitored in the Optimization Requests tab. Automated bundling requests that didn’t manage to run aren’t monitored. If the automatic bundling optimization requests don’t appear, take these steps. 1. From the object management setting for Optimization Requests, go to Fields & Relationships. 2. Search for and open the **Type** field. 3. If you’re using a new Salesforce org, activate the Automated Bundling and Live Bundling picklist values. If you’re using an upgraded Salesforce org, create the Automated Bundling and Live Bundling picklist values. #### See Also - [Create an Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_policy.htm&release=264.0.0&type=5 "Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both.") - [Monitor Field Service Schedule Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&release=264.0.0&type=5 "Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab.") <!-- document id=baff26aa84106726bf9af2830cb0a9620b38eb9b45f0e17a42a3564b149a3839 url=/admin/current/en-us/service/264-0-0/mfs_automatic_status_change_beta_settings.md --> # Set Up Automatic Status Change Accurate and on-time status changes are a key part of field operations workflow. With Automatic Status Change, mobile workers can focus on their jobs and work more efficiently while the Field Service mobile app tracks status changes for them. For the back office, accurate status changes give better insight into the activity in the field without creating more work for mobile workers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d160319e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160319e78 ">To customize Automatic Status Change settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160319e78 ">Customize Application</td> </tr> </tbody> </table> Automatic Status Change is triggered at three points depending on location and time for today’s appointments. - When the mobile worker is traveling toward the first appointment of the day or traveling to their next appointment. The traveling status change for the first appointment is triggered only if the mobile worker: - Has traveled 80% of the distance to the service appointment. - Is traveling within 1 hour before the appointment is scheduled to start. - When the mobile worker arrives at the location of the appointment. - When the mobile worker has finished an appointment. If another appointment is on the schedule, the next appointment’s status changes to En Route, regardless of the mobile worker’s distance from the appointment or the time remaining before the appointment starts. Before you begin: - Make sure that your mobile workers set the location permission on their device to **Always**. - Automatic Status Change only supports the default list view. To show service appointments for one mobile worker in the default list view, in the Owner filter, select **My Service Appointments**. 1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select **Field Service Mobile Settings**. 2. Edit the required settings. 3. Scroll down to the Automatic Status Change settings. ![Automatic Status Change settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_asc_settings.png) 4. Select a mode. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Manual</strong></td><td class="slds-cell-wrap">The mobile worker must cancel or confirm the change.</td></tr><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Timed</strong></td><td class="slds-cell-wrap">The mobile worker can cancel or confirm the change. If no action is taken, the status changes when the timer ends.</td></tr><tr class=""><td class="slds-cell-wrap"><strong class="uicontrol">Automatic</strong></td><td class="slds-cell-wrap">The mobile worker is informed about the change after it happens.</td></tr></tbody></table> 5. For Radius in Meters, enter the service appointment radius (100–5,000 meters) that can trigger status changes. 6. For Time Limit in Minutes, enter the amount of time (1–60 minutes) before an appointment’s scheduled start time or actual end time that can trigger a status change. 7. For Cancellation or Dismissal Timer in Seconds, enter the duration (10–600 seconds) that the timer is visible. After this time, the status changes automatically and can’t be canceled. This setting is only for Timed mode. 8. For Traveling Status, enter the status that indicates that a mobile worker is traveling to a service appointment. 9. For On-Site Status, enter the status that indicates that a mobile worker is at a service appointment. 10. For Completed Status, enter the status that indicates that a mobile worker completed a service appointment. 11. Save your changes. Consider these points when you’re setting up Automatic Status Change. - If you’re using Automatic Status Change and Appointment Assistant Real-Time Location, it’s recommended to enter a small radius in Radius in Meters. A small radius ensures that Appointment Assistant customers can see the mobile worker’s location up until the worker’s close to the appointment. - If you’re using mobile flows, Automatic Status Change can cause a conflict with these flows. It’s recommended to run status-related flows on the server. #### See Also - [Automatic Status Change](https://help.salesforce.com/s/articleView?id=service.mfs_automatic_status_change_user.htm&release=264.0.0&type=5 "Receive in-app updates that notify you of automatic status changes.") - [Configure Field Service Settings for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_fs_settings.htm&release=264.0.0&type=5 "Allow worker tracking and customer messaging in your Field Service settings.") - [Add Flows to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow.htm&type=5&language=en_US) <!-- document id=c73373b8bcc97d4a99a2cd6017578bc20fc85a4dca7192dccb7661acdb00330c url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_setup_parent.md --> # Set Up Autonomous Scheduling in the Legacy Agentforce Builder Create your AI agents and set them up for success. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5)** Make sure to complete these steps before creating your agents. - **[Set Up Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_setup.htm&release=264.0.0&type=5)** Customer-Initiated Scheduling can be implemented using Agentforce Service Agent or Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community. - **[Set Up Customer Outreach for Autonomous Scheduling in Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup.htm&release=264.0.0&type=5)** Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent. - **[Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5)** Create and assign permissions to users. <!-- document id=bc2f24c84437984617fd4ec40b36942967864e177ba141f8f4e512c83954accd url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_setup_parent_studio.md --> # Set Up Autonomous Scheduling in the New Agentforce Builder Create your AI agents and set them up for success. For a simplified experience, use the automated Salesforce Go tool to guide you through the entire setup and get you started. If you encounter issues with the automation, you can complete the process manually. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ## Option 1: Salesforce Go 1. Select **Salesforce Go** from the gear menu or from the main Setup menu. 2. Select **Agentforce for Field Service**. 3. Follow the steps on the page. 4. After creating your Customer-Initiated Scheduling agent, click **Build** again to create your Customer Outreach Scheduling agent. ## Option 2: Manual 1. Review and complete the [prerequisites](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 2. [Create and set up the Customer-Initiated Scheduling agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_studio.htm&release=264.0.0&type=5 "Customer-Initiated Scheduling is implemented using the Field Service Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community."). 3. [Create and set up the Customer Outreach Scheduling agent.](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_studio.htm&release=264.0.0&type=5 "Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent.") <!-- document id=a63861e6c0ae25c73242a92646cd5e2e4c36a722e500e13887dddbb20df69256 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_setup_calculations.md --> # Set Up Availability Calculations in Field Service Settings Configure the availability calculations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158128e38">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158128e38 ">To set up Work Capacity Availability:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158128e38 ">Admin on Field Service</td> </tr> </tbody> </table> 1. Make sure that all capacity limit remote sites are active. 1. From Setup, in the Quick Find box, enter Security, and then select **Remote Site Settings**. A list of all registered remote sites is shown. 2. Make sure all remote sites whose name starts with FSL CapacityLimit are active. 2. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Settings**. 3. Under **Availability Considerations**: 1. To always include overtime as available time, select **Include Overtime**. 2. Choose whether to include only primary members or both primary and secondary members of the service territory. If you consider secondary members, their time isn’t exclusively available for the selected service territory. <!-- document id=fa8d4b653ddcecda0a7b8788469181b27ff82b40df801165cd7dc212c66b58cf url=/admin/current/en-us/service/264-0-0/fs_work_capacity_setup_availability.md --> # Set Up Availability Calculations in the Field Service Admin App When setting up work capacity availability calculations, you must enable the availability calculations job. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143000e38">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143000e38 ">To set up Work Capacity Availability:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143000e38 ">Admin on Field Service</td> </tr> </tbody> </table> By default, the job runs on weekdays at 10:00 AM for 30 days ahead. You can schedule the availability calculation process to run during your low-activity times. You can also determine how many days ahead to calculate availability. 1. From the App Launcher, find and select **Field Service Settings**. 2. Click **Scheduling**, and then click **Work Capacity**. ![Schedule the work capacity availability job to run as needed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_scheduling_work_capacity.png) 3. Enable the calculation process (1). 4. Select the days of the week and time to perform the availability calculations. The default is weekdays at 10:00 PM. 5. Click **Apply**. 6. Enter the number of days ahead to calculate availability for (the maximum is 90 days). 7. Save your changes. <!-- document id=036493fc8ce7ace10d46c46618eb905fbde6727b19e5806cd3071df67c3b6e96 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_broadcast_alerts.md --> # Set Up Broadcast Alerts To let users send an in-app alert when an incident occurs, enable broadcast alerts, create a broadcast topic, and assign it to a group. Then, if using a custom Lightning console app, add the Incident Alerts widget to your console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Enable Broadcast Alerts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_alerts.htm&release=264.0.0&type=5)** Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs. 2. **[Add the Incident Alerts Utility to a Lightning Console App](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_incident_alert.htm&release=264.0.0&type=5)** To let users receive broadcast alerts when an incident occurs, add the Incident Alerts utility item to your Lightning console app. This step is required only for users with custom Lightning apps and is enabled automatically for Lightning Service Console users. 3. **[Customize the Incident Alerts All Tab](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_alerts_customize_all_incidents.htm&release=264.0.0&type=5)** Show a custom incident list view from the Incident Alerts utility All tab. By default, an out-of-the-box All Incidents (Default) list view is shown. 4. **[Create a Broadcast Topic for Broadcast Alerts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_bt_alert.htm&release=264.0.0&type=5)** To let incident managers send a broadcast alert, first create at least one broadcast topic. When an incident occurs, incident managers can then send broadcast alerts to groups based on a broadcast topic. 5. **[Assign a Broadcast Topic to a Group](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_topic_to_group.htm&release=264.0.0&type=5)** To send a broadcast alert to a predetermined set of Salesforce users, assign a broadcast topic to one or more groups. When an incident occurs, incident managers can then send broadcast alerts to a group in Salesforce based on a broadcast topic. <!-- document id=e07af710635083054b31cd36e5a353a20b83b6b64d6788f8003a7fa41020ab7f url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_broadcast_comms.md --> # Set Up Broadcast Communications To help your team share updates with your customers at scale during an incident, set up Broadcast Communications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Set Up Broadcast Site Banners](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_banners.htm&release=264.0.0&type=5)** To let users add a broadcast site banner to your Aura and LWR sites when an incident occurs, enable broadcast site banners, create a broadcast topic, and assign it to a network site. Then, add the Site Banner component to your sites in Experience Builder. 2. **[Set Up Broadcast Emails](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_emails.htm&release=264.0.0&type=5)** To let users send a broadcast email when an incident occurs, enable broadcast emails, manage or create a contact list view, or let your users send a broadcast email to case or product contacts related to the incident. 3. **[Set Up Broadcast Alerts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_alerts.htm&release=264.0.0&type=5)** To let users send an in-app alert when an incident occurs, enable broadcast alerts, create a broadcast topic, and assign it to a group. Then, if using a custom Lightning console app, add the Incident Alerts widget to your console. 4. **[Set Up Broadcast Slack Messages](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_slack.htm&release=264.0.0&type=5)** To let users share incident updates in Slack, set up the Service for Slack app, enable broadcast Slack messages, create a broadcast topic, and assign it to a Slack channel. 5. **[Give Users Access to Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_broadcast_comms_access.htm&release=264.0.0&type=5)** To let users create different broadcast types, give them access to Broadcast Communications object permissions. 6. **[Add Broadcast Communications to Incident Record](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_broadcasts_to_incident.htm&release=264.0.0&type=5)** To let your users create broadcasts when an incident occurs, like broadcast emails or site banners, add the Broadcast Communications related list to the Incident page layout. 7. **[Considerations for Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_comms_limitations.htm&release=264.0.0&type=5)** As you use different broadcast types, keep in mind these considerations. <!-- document id=17e9a7b8e122fe1b9ac3112a62d05cfdefe50c2c1f0ec105b7b9928a3567078b url=/admin/current/en-us/service/264-0-0/it_srvcs_broadcast_comms_setup.md --> # Set Up Broadcast Communications Turn on Broadcast Communications from a guided setup, choose the channels your team can broadcast on, and enable broadcasts for incidents and change requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d129729e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129729e74 ">To set up Broadcast Communications:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129729e74 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> </tbody> </table> Before you set up Broadcast Communications, complete the [Prerequisites for Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_prerequisites.htm&release=264.0.0&type=5 "Before you set up Broadcast Communications, make sure your org has the required add-ons, permission set license, and platform features. Notifications delivers every broadcast; Slack, Microsoft Teams, and Agentforce are needed only for the channels and features you use."). [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.") must be on to deliver broadcasts, and Slack, Microsoft Teams, and Agentforce are required only for the channels and features you use. 1. From the Salesforce Go page, on the Features tab, search for Broadcast Communications. 2. On **Broadcast Communications**, click **Set Up**. 3. Turn on **Broadcast Communications**. 4. In the **Set Up the Basics** section, for **Manage User Access**, assign the Broadcast Communication Sender permission set license to your incident fulfillers. 1. Click **Manage**. 2. In the **Manage Broadcast Communications User Access** window, select the users to grant access, and click **Assign**. 3. Click **Done**. 5. In the **Set Up Channel Preferences** section, under **Channels**, enable the channels that your team can broadcast on: **Email**, **In-app**, **Slack**, and **Microsoft Teams**. 6. In the **Set Up Objects** section, enable the objects that your team broadcasts from: **Incident** and **Change Request**. To send a broadcast, see [Send a Broadcast Communication from an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_broadcast_comms_send.htm&release=264.0.0&type=5 "Send a broadcast communication directly from an incident or change request. Choose the channels to send on, add a message for each one, and send them together in a single broadcast."). <!-- document id=c38afb5047b993d502af32edbedd36ed5b3ca84f657584636c5ea74dd844c256 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_broadcast_emails.md --> # Set Up Broadcast Emails To let users send a broadcast email when an incident occurs, enable broadcast emails, manage or create a contact list view, or let your users send a broadcast email to case or product contacts related to the incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Enable Broadcast Emails](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_emails.htm&release=264.0.0&type=5)** Enable broadcast emails to let users send an email with critical information to impacted customers. <!-- document id=caa40810861db989ecf3c6f334d8458e8c80cb9169ab432f9c4e18851403d2ae url=/admin/current/en-us/service/264-0-0/messaging_broadcast_setup.md --> # Set Up Broadcast Messaging (Standard Channels) Broadcast Messaging lets you send one-to-many SMS text messages to contacts, employees, person accounts, and messaging users in standard SMS channels only. To get started, configure your broadcasters’ access and create message templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_broadcast_setup__d433e1964"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_broadcast_setup__d433e1964" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). Before you start, create a Messaging channel for text messages associated with a working phone number. You can use a short code or toll free number. Then, associate your channels with a queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you request that Salesforce enables a phone number for use with Messaging, phone numbers are activated after the Messaging setup instructions are completed. Upon receipt of the signed Letter of Authorization, enablement of a phone number occurs within 3 business days for 1-800 numbers and within 1 business day for all other numbers. This letter is provided in the Messaging setup instructions. Not all phone numbers can be enabled. Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional conversations or triggered and bulk messages, contact your Salesforce representative. Now, let’s review key broadcasting terms. Broadcaster The user or users who send bulk messages. Admins can be included in the broadcasters group. Recipients The people receiving your message. They can be customers, employees, or any other group you want to contact. Sender Number The number or numbers that you’re sending your message from. A sender number can be a short code or toll free number. Don’t use a long number for broadcast messages, as carriers impose limits for bulk text messages from long numbers. Opt In Opting in is how your recipients provide consent to receive messages from you. We send messages only to recipients who explicitly opted in. You can view someone’s consent status on their Messaging User record. When Broadcast Messaging is turned on, a few things happen. - You receive custom list views named Bulk SMS Contacts, Bulk SMS Employees, and Bulk SMS Messaging End Users. These views help you manage your recipient lists. - The “Send One-to-Many Messages” user permission can be assigned to users. - The Broadcast Messages tab can be added to a standard or console app so broadcasters can view sent broadcast messages. To set up Broadcast Messaging, you will follow these steps. 1. Assign broadcasting permissions and help your team view Messaging information for recipients. 2. Create messaging users so you can track recipients’ opt-in status. Messages can’t be sent without creating messaging users first. 3. Create required messaging templates so your broadcasters can send messages. 4. Add the Broadcast Messages tab to the Service Console so your team can view sent broadcast messages. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For usage restrictions that apply to this product, see [this document](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/sales-service-contractual-restrictions.pdf). For information on the features included in the Digital Engagement subscription, see our [pricing docs](https://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/). - **[Considerations for Broadcast SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_considerations.htm&release=264.0.0&type=5)** Review considerations and tips regarding Broadcast Messaging for standard SMS channels. - **[Create and Assign a Broadcaster Permission Set for SMS](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_permission_set.htm&release=264.0.0&type=5)** Give broadcasters permission to send one-to-many messages in a standard SMS messaging channel. Optionally, set them up with Messaging and Omni-Channel permissions to have one-to-one conversations with recipients. - **[Write Effective Broadcast Messages](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_write_messages.htm&release=264.0.0&type=5)** Broadcast informative, useful messages to customers and employees in a standard SMS channel. - **[Add the Broadcast Messages Tab to an App](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_tab.htm&release=264.0.0&type=5)** If you’re using broadcasting in your standard SMS channel in Agentforce Service (formerly Service Cloud), let your broadcasters view your company’s sent messages on the Broadcast Messages tab. - **[Send Broadcast Messages](https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_send_list_view.htm&release=264.0.0&type=5)** Send a bulk SMS from a contact, employee, person account, or messaging user list view in a standard SMS channel. View your company’s sent broadcast messages in the Broadcast Messages tab. <!-- document id=23ab2f1736d4f19a6248f87eb97753934946b661205b607cb69392a8a6fbc786 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_broadcast_banners.md --> # Set Up Broadcast Site Banners To let users add a broadcast site banner to your Aura and LWR sites when an incident occurs, enable broadcast site banners, create a broadcast topic, and assign it to a network site. Then, add the Site Banner component to your sites in Experience Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Enable Broadcast Site Banners](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_site_banners.htm&release=264.0.0&type=5)** Enable broadcast site banners to let users add a banner with critical information to your Aura and LWR sites. 2. **[Create a Broadcast Topic for Broadcast Site Banners](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_broadcast_topic.htm&release=264.0.0&type=5)** To let users create a broadcast site banner, first create at least one broadcast topic. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic. 3. **[Assign a Broadcast Topic to a Network Site](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_topic_to_network.htm&release=264.0.0&type=5)** To let users add a broadcast site banner to your Aura and LWR sites, assign a broadcast topic to one or more network sites. Assigning the broadcast topic to a network site creates a link between a broadcast topic and your Experience Cloud sites. When an incident occurs, users can then add broadcast site banners to an Experience Cloud site based on a broadcast topic. 4. **[Add the Site Banner Component to Your Sites](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_site_banner_component.htm&release=264.0.0&type=5)** To let users add a banner to your Aura and LWR sites, add the Site Banner component to your site in Experience Builder. You can also customize the look and feel of your banner. <!-- document id=abee8c6e8ed14d08ce6c4fdbb961bbdab46b6c540f87916fd4ef89db27cbfdf0 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_broadcast_slack.md --> # Set Up Broadcast Slack Messages To let users share incident updates in Slack, set up the Service for Slack app, enable broadcast Slack messages, create a broadcast topic, and assign it to a Slack channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Enable Broadcast Slack Messages](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_slack.htm&release=264.0.0&type=5)** Enable broadcast alerts to let incident managers send disruptive in-app notifications when an incident occurs. 2. **[Create a Broadcast Topic for Broadcast Slack Messages](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_bt_slack.htm&release=264.0.0&type=5)** To let incident teams send a broadcast Slack message, first create at least one broadcast topic. When an incident occurs, users can then send broadcast Slack messages to Slack channels based on a broadcast topic. 3. **[Assign a Broadcast Topic to a Slack Channel](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_topic_to_channel.htm&release=264.0.0&type=5)** To let users share incident updates in Slack, assign a broadcast topic to one or more Slack channels. When an incident occurs, incident teams can then send broadcast Slack messages to a channel in Slack based on a broadcast topic. 4. **[Create a Custom Broadcast Slack Message Template](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_template_slack.htm&release=264.0.0&type=5)** To send broadcast Slack messages that are customized to your business needs, create custom broadcast Slack message templates. By default, the template is set to Incident Updates in Slack (Default). <!-- document id=7d85118971f413a9569cfbe30bc02513b5076bcb8f08a2d84cfb34f0ad7db424 url=/admin/current/en-us/service/264-0-0/messaging_send_message_setup.md --> # Set Up Business-Initiated Messaging for Enhanced Channels To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_send_message_setup__image_zgw_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_send_message_setup__image_zgw_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat, Standard Facebook Messenger, and Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d102913e100">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102913e100 ">To create global actions and modify page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102913e100 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> View Setup </p> </td> </tr> </tbody> </table> - **[Considerations for Business-Initiated Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_considerations.htm&release=264.0.0&type=5)** Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages. ## Step 1: Assign User Permissions Assign messaging user permissions to service reps. 1. To send an introductory SMS message to customers who don’t yet have an SMS messaging user record, reps need this user permission: Send Initial SMS Message to Individual. 2. To start messaging sessions with customers, reps need these user permissions: Initiate Messaging Sessions, Messaging Agent. ## Step 2: Add the Send a Message Action Make the Send a Message action available to reps. While the Send a Message button is automatically available when messaging from the Omni widget in the Salesforce Mobile App, you must add the Send a Message action to the desktop UI. You can add it to the global action menu, to certain record detail pages, and to the activity timeline. Choose the location or locations that best fit your outreach processes. 1. Add the Send a Message action to the global action layout. This lets reps send a message from any Salesforce page. 1. From Setup, enter Publisher Layouts in the Quick Find box, then select **Publisher Layouts**. 2. Drag the Send a Message action to the Mobile and Lightning Actions section of the palette. This action is available only if you have an active enhanced Messaging or Messaging for In-App channel. 3. Save your changes. 2. Optionally, add the Send a Message quick action to your lead, contact, person account, or messaging user record page layouts. This lets reps send a message from these types of records. 3. Optionally, add the Send a Message quick action to the [activity timeline](https://help.salesforce.com/s/articleView?id=sales.activity_timeline_parent.htm&type=5&language=en_US). This lets reps click the timeline action to send a message. ## Step 3: Set Keywords and Responses Because business-initiated messaging relies on a functioning opt-in and opt-out process, customize the consent keywords and responses for any channels where you’ll use it. 1. From Setup, enter Messaging in the Quick Find box, then select **Messaging Settings**. 2. Click the name of a channel where you want service reps to be able to initiate messaging sessions. 3. In the Messaging Consent Settings section, click the action menu for a language and select **Edit Language**. 4. Verify that the Opt-Out Keywords field contains at least one keyword. 5. Customize your Help Keywords and Help Response. In SMS channels, the Help Response is appended to the first message to the customer. ![Add or edit language window with one help keyword and response and six opt-out keywords](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_consent_keywords.png) 6. Optionally, add more languages and set keywords and responses for them. 7. Save your changes. Reps with permission can then [use the Send a Message action](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_0.htm&release=264.0.0&type=5 "To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action.") to start conversations with customers. <!-- document id=1897470593eda6e1a08d8a18accee722654b9184a0dfe574806c2f728fdca94c url=/admin/current/en-us/service/264-0-0/sp_ccui_setup.md --> # Set Up Case Catch-Up & Insights (Optional) Turn on Case Catch-Up & Insights capability in the Service Assistant Setup page and then activate and configure each insight's associated prompt template. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_ccui_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ccui_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case for guidance and dynamic plans.</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6499e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6499e79 "> <p style="margin-bottom:0;">To set up Case Catch-Up & Insights:</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6499e79 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p>AND </p> <p style="margin-bottom:0;">Prompt Template Manager </p> </td> </tr> </tbody> </table> Case Catch-Up & Insights is available for setup without completing the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required. - Service Assistant is turned on from the Case tab of the Service Assistant Setup page. - The Service Assistant Lightning web component is added to the case record page layout. - To access and turn on the Opening Sentiment insight, you must have [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) set up. If not, the insight is disabled on the Setup page. - If you choose to set up the Analytics insight and want to have the score include customer sentiment and SLA data, you must set up [Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US) and [Service Level Agreements](https://help.salesforce.com/s/articleView?language=en_US&id=service.support_service_level_agreements.htm&type=5). If either feature isn't set up, the health score is calculated using only the case data metrics defined in the prompt. The steps assume you understand the basics of using and navigating prompt builder. See [Get to Know Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_get_to_know.htm&type=5&language=en_US). - [Turn on Case Catch-Up & Insights](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Turn on the capability and select which insights you want to show.") - [Activate and Configure the Prompt Templates](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Each insight has a prompt template that you activate. Each template contains a base structure that you can modify to meet your business requirements. The steps apply to all prompt templates for the feature.") - [Assign Permissions](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "After you activate the prompt templates, assign your service reps these permission sets.") - [Test Your Setup](https://help.salesforce.com/s/articleView?id=service.sp_ccui_setup.htm&release=264.0.0&type=5 "Confirm that the capability shows in the Service Assistant component.") ## Turn on Case Catch-Up & Insights Turn on the capability and select which insights you want to show. 1. From the Service Assistant Setup page, go to the Customize Experience by Object section. 2. Go to the Turn on Case Catch-Up & Insights section, and then turn on the toggle. 3. Turn on the insights you want to show in the Case Catch-Up & Insights card. ![Case Catch-Up & Insights Setup page section](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights_setup_page.png) ## Activate and Configure the Prompt Templates Each insight has a prompt template that you activate. Each template contains a base structure that you can modify to meet your business requirements. The steps apply to all prompt templates for the feature. 1. From the Turn on Case Catch-Up & Insights section of the Setup page, go to the specific insight you want to configure. 2. Click **Go to Prompt template**. 3. From the Prompt Builder Workspace, click **Deactivate**. 4. Click **Save As** and then click **Save As New Version**. Version 1 is created. 5. Review the prompt template text. 6. To use the prompt template as is, proceed to step 9. 7. To modify the template, make your modifications and then click **Save As New Version**. Version 2 is created. 8. Test your prompt template. 1. Click **Preview Settings.** 2. From the inputs section, in the Record Name field, enter a case number. 3. Click **Preview**. 4. Review the results. 5. Make modifications to your prompt if needed, and then click either **Save** or **Save As New Template**, depending on your use case. 9. Click **Activate**. 10. Repeat the steps for each insight you've turned on. ## Assign Permissions After you activate the prompt templates, assign your service reps these permission sets. - Service Planner User - Prompt Template User ## Test Your Setup Confirm that the capability shows in the Service Assistant component. 1. Go to the Service Console and create a new case record. 2. Wait for the card to load in the Service Assistant component. The component loads automatically. You don't need to take action in the record page. The capability can take up to a minute to load. 3. Review the capability card in the component to make sure that it represents your prompt template configurations. If Case Catch-Up & Insights doesn’t show or you see an error message like “Error loading insights”, try these troubleshooting steps. - Make sure the user has the Prompt Template User permision set. - Check that Case Catch-Up & Insights and each insight is turned on in the Setup page. - Make sure that Service Assistant for Case is turned on in the Setup page. - Confirm that the prompt template for each insight you turned on is activated. - Confirm that the case is newly created. Existing cases won’t show the card or you see an error message. Here's an example of a generated card. - The card always presents the sections in the same order: Engagement Summary, Opening Sentiment, Account Summary, and Analytics. The order isn't configurable. - The card is generated only once and persists through the lifetime of the case. - The card is generated only when a new case is created. Existing cases won’t show the card or the card shows an “Error loading insights” message in the component. - The data in the section doesn't refresh if the case is updated or the prompt template is updated. ![Case Catch-Up & Insights shown in the Service Assistant component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_insights.png) <!-- document id=adaed721e851a5ee7a336a1bb6bd793947c09f3c27580d9091a121d2874c40ac url=/admin/current/en-us/service/264-0-0/cases_set_up_intro.md --> # Set Up Case Management Basics Support reps are the front line of customer service. To ensure excellence in customer support, set up an experience for cases that makes support reps successful and efficient. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). - **[Set Up Cases for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex.htm&release=264.0.0&type=5)** Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys. - **[Set Up Cases for Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_setting_up.htm&release=264.0.0&type=5)** Follow these high-level steps to set up Case Feed in Salesforce Classic. - **[Training Service Reps to Work with Cases](https://help.salesforce.com/s/articleView?id=service.case_training.htm&release=264.0.0&type=5)** To help your support team manage cases efficiently, make sure they know how to complete these key tasks. - **[Enable Automatic Case Assignment Rules for Experience Cloud](https://help.salesforce.com/s/articleView?id=service.cases_automatic_case_assignment_rules_for_experience_cloud.htm&release=264.0.0&type=5)** Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service. <!-- document id=ed23de3b55c3940d0cf1d1c7906852799901e3837ad95187dcd91ed977ee8458 url=/admin/current/en-us/service/264-0-0/es_ap_case_management_bot_set_up.md --> # Set Up Case Management Bot Configure Embedded Messaging with a case management bot. With the bot, your alumni can create cases and find case statuses rapidly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d189560e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d189560e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d189560e55 ">Manage Flow</td> </tr> </tbody> </table> Use these case management bot templates to create a case management bot and integrate it with Embedded Messaging: Industry Case Management Bot and Case Management Lite Bot. There’s only one difference between the two bot templates: the bot created from the Industry Case Management Bot template generates an engagement topic record automatically. See [Get Started with the Case Management Enhanced Bot Templates](https://help.salesforce.com/s/articleView?id=ind.case_management_bot_template.htm&type=5&language=en_US). Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and associate it with a case management bot. 1. From Setup, in the Quick Find box, enter **Flows**, and select **Flows**. 2. Find and select your previous Omni-Channel flow from the list. 3. Edit the Route Work element, and select a case management bot from the Route To dropdown list. 4. Activate the flow. With this flow, an alumnus can chat with a bot to create and track cases and also chat with a support rep for further support. <!-- document id=0856b3c9819d53029d6926d6ec72a743193bf7deae87be47b12a682dc493655a url=/admin/current/en-us/service/264-0-0/es_case_management_bot_set_up.md --> # Set Up Case Management Bot Configure Embedded Messaging with a case management bot. With the bot, your employees can create cases and find case statuses rapidly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d135133e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d135133e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d135133e55 ">Manage Flow</td> </tr> </tbody> </table> Use these case management bot templates to create a case management bot and integrate it with Embedded Messaging: Industry Case Management Bot and Case Management Lite Bot. There’s only one difference between the two bot templates: the bot created from the Industry Case Management Bot template generates an engagement topic record automatically. See [Get Started with the Case Management Enhanced Bot Templates](https://help.salesforce.com/s/articleView?id=ind.case_management_bot_template.htm&type=5&language=en_US). Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and associate it with a case management bot. 1. From Setup, in the Quick Find box, enter **Flows**, and select **Flows**. 2. Find and select your previous Omni-Channel flow from the list. 3. Edit the Route Work element, and select a case management bot from the Route To dropdown list. 4. Activate the flow. With this flow, an employee can chat with a bot to create and track cases and also chat with a support rep for further support. <!-- document id=21ee7e3bee3735eead1b1ab19c80b7ed4fdd7364918b4107984a0895f2ddb6c9 url=/admin/current/en-us/service/264-0-0/cases_set_up_lex_case_merge.md --> # Set Up Case Merge in Lightning Experience Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the **Merge Cases** action to the cases record home and add the **Merge Cases** button to the case list view so support reps can merge cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93393e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93393e64 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93393e64 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Case Merge has the following limitations: - You can't merge duplicate cases pending in an Omni-Channel queue or assigned to support reps with an **Opened** or **Assigned** status. - You can't undo a merge. - The Compare Cases window shows only the first 35 lookup fields that were added to the case page layout. - After running a case merge, the Actions and Recommendations on Primary Case are duplicated. - Case Milestones, Case Share, or Case Team related entities, such as Team or Membership, aren’t merged when Case Merge is used. - Merging cases with attachments isn’t supported and may result in deleted attachments. Case Merge supports merging Chatter feeds, unlike Account Merge or Contact Merge. To enable Case Merge: From Setup, enter Case Merge in the Quick Find box, then select **Case Merge**. Toggle **Merge Cases** to proceed to Case Merge settings. Next, specify how to deal with duplicate cases. Select **Delete duplicate cases after merge** to delete the source files after they're merged, then save your settings. Assign a status value for your merged cases if you choose to keep your duplicate cases after the merge. Either choose an existing value from the Merged Case Status picklist, or add a unique status by clicking **Add a case status**. When your settings are selected, click **Save** to apply them to your case. A link is appended before the Case subject to indicate that the case is a duplicate, and clicking it hyperlink takes you to the primary case. To add a Merged Cases related list to your Case home page, add it to the case layout from the object manager as you would any other related list. <!-- document id=818b0af20370617baffea53de0d770afab6e28dc00ab0bfd568ec6d53314a17c url=/admin/current/en-us/service/264-0-0/cases_set_up_lex.md --> # Set Up Cases for Lightning Experience Design an intuitive case management process for service reps and customers. Customize your cases UI with quick actions, case hovers, case merge, and case sharing settings. Auto-create cases from web form submissions and emails, and then build customer trust with personalized email templates and customer feedback surveys. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d138133e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138133e58 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138133e58 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> - **[Default Salesforce Go Settings for Case Management](https://help.salesforce.com/s/articleView?id=service.cases_setup_considerations.htm&release=264.0.0&type=5)** To quickly start using case management, we recommend turning it on in Salesforce Go. When you turn on Case Management in Salesforce Go, these settings become active. - **[Create a Log a Call Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_log_call.htm&release=264.0.0&type=5)** Before you can use case feed in Lightning Experience, you must recreate the Log a Call publisher as a quick action. - **[Create a Send Email Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_create.htm&release=264.0.0&type=5)** Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app. - **[Create a Change Status Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_change_status.htm&release=264.0.0&type=5)** Before you can use case feed in Lightning Experience, you must recreate the Change Status publisher as a quick action. - **[Create a Change Owner Quick Action for Cases](https://help.salesforce.com/s/articleView?id=service.case_interaction_update_case_owner_quick_action.htm&release=264.0.0&type=5)** Make it simpler for support reps to reassign cases in Lightning Experience by adding an Update a Record quick action to the case page layout. - **[Create a Close Case Quick Action](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_close_case.htm&release=264.0.0&type=5)** To give your support reps the Close Case action in Lightning Experience, create an action and add it to the case page layout. - **[Add the Close Case Button to Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_add_close_cases_button_to_lightning_experience.htm&release=264.0.0&type=5)** Make the process of closing cases easier for your service reps and save time by adding the Close Case button to the case details page. This way, your service reps can close the case directly from the case details page. - **[Create a Case Comment Quick Action](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_case_comment.htm&release=264.0.0&type=5)** To let your support reps create case comments from the case feed publisher in Lightning Experience, create a Case Comments quick action and add it to the case page layout. - **[Enable Rich Text Format for Case Comments](https://help.salesforce.com/s/articleView?id=service.cases_rich_text_case_comment.htm&release=264.0.0&type=5)** Insert images and other media and use a range of formatting options when you add content to the body of a case comment. Mark comments as public or private as needed and use @ mentions to tag people and groups in comments. - **[Add Quick Actions to the Case Page Layout for Lightning Experience](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&release=264.0.0&type=5)** Make actions available to your service reps by adding them to the Salesforce Mobile and Lightning Experience Actions section in the case page layout. - **[Customize Case Hovers in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_hovers.htm&release=264.0.0&type=5)** Case hovers give users a sneak peek at the details of a case, including the description and the latest update. Case hovers are enabled by default and appear whenever you hover over a case number, except in list views. For users who work with cases all day, these hovers can save valuable time. - **[Customize Case Sharing Settings](https://help.salesforce.com/s/articleView?id=service.cases_customize_shar_model.htm&release=264.0.0&type=5)** Your sharing model for cases determines the access your users have to cases that other users own. Review the options before choosing a sharing model that fits your needs. - **[Customizing Case Fields and Page Layouts](https://help.salesforce.com/s/articleView?id=service.cases_field_customization.htm&release=264.0.0&type=5)** To tailor case management to your business's needs, customize or create case fields and design one or more case page layouts. Fields control which information your support team captures on a case, while page layouts controls the contents and outline of a case being viewed by a service rep. - **[Capturing Cases from Email and Web Forms](https://help.salesforce.com/s/articleView?id=service.cases_email_web.htm&release=264.0.0&type=5)** With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed. - **[Creating Email Templates for Cases](https://help.salesforce.com/s/articleView?id=service.cases_email_templates.htm&release=264.0.0&type=5)** Email templates help your business use consistent messaging in outgoing emails. Create branded email templates to use in case assignment rules or auto-response rules, or to send to customers in response to their inquiries. - **[Automate Cases with Rules](https://help.salesforce.com/s/articleView?id=service.cases_rules_home.htm&release=264.0.0&type=5)** Use assignment rules and escalation rules to control how cases are assigned and escalated. Create auto-response rules to determine how case contacts and owners are notified about changes to a case. - **[Set Up Case Merge in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_case_merge.htm&release=264.0.0&type=5)** Let support reps combine up to three cases into a single case. First, enable the Case Merge setting. Then add the **Merge Cases** action to the cases record home and add the **Merge Cases** button to the case list view so support reps can merge cases. - **[Set Up Enhanced Case Merge (Beta)](https://help.salesforce.com/s/articleView?id=service.cases_enhanced_case_merge.htm&release=264.0.0&type=5)** Use Enhanced Case Merge to proactively suggest potential duplicate cases for case merge. - **[Set Up a Customer Feedback Survey](https://help.salesforce.com/s/articleView?id=service.cases_set_up_lex_surveys.htm&release=264.0.0&type=5)** Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met. - **[Set Up and Manage the Case Timeline](https://help.salesforce.com/s/articleView?id=service.cases_set_up_and_manage_the_case_timeline.htm&release=264.0.0&type=5)** The Case Timeline is a new, intelligent component that replaces the existing fragmented feeds and related lists with a single, unified, and curated view of all case-related events. It provides reps with instant context by intelligently organizing customer conversations, internal collaboration, and critical case lifecycle milestones. - **[Set Up Real-Time Translations for Case Comments](https://help.salesforce.com/s/articleView?id=service.cases_set_up_real_time_translations_for_case_comments.htm&release=264.0.0&type=5)** Give service reps the ability to translate case comments. A rep can translate an end user’s case comment into the rep’s language in the case feed, as well as translate their response into the end user’s language in the case comment composer before replying to the comment. - **[Enable Rich Text Format for Case Description (Beta)](https://help.salesforce.com/s/articleView?id=service.cases_enable_rich_text_format_for_case_description.htm&release=264.0.0&type=5)** Let support reps add rich text features, such as bullet points and screenshots, to their case descriptions. - **[Set Up the Find Expert Action for Agentforce](https://help.salesforce.com/s/articleView?id=service.cases_set_up_find_expert_action_for_agentforce.htm&release=264.0.0&type=5)** Enable and configure the Find Expert action to help support reps resolve complex cases. - **[Use the Draft Case Comment Action with Service Plan Template](https://help.salesforce.com/s/articleView?id=service.cases_draft_case_comment_action.htm&release=264.0.0&type=5)** Configure the standard prompt template for case comment generation in your org to help service reps generate comments. Deploy standardized comment generation across teams to comply with company communication standards. - **[Merge Cases in Omni-Channel Queues (Beta)](https://help.salesforce.com/s/articleView?id=service.cases_merge_cases_in_omni_channel.htm&release=264.0.0&type=5)** Consolidate duplicate records more efficiently. You can merge cases active in Omni-Channel routing as long as a support rep hasn't actively opened. <!-- document id=770a3b3ee968aff008271829074df41d891e80f62d2aee876f3865380080aca2 url=/admin/current/en-us/service/264-0-0/case_interaction_setting_up.md --> # Set Up Cases for Salesforce Classic Follow these high-level steps to set up Case Feed in Salesforce Classic. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16785e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16785e58 ">To set up and customize Case Feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16785e58 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ## Prerequisites and Basic Setup Before you enable and customize Case Feed, decide which actions and tools you need. To use the Email action, set up Email-to-Case. To use the articles tool, set up Salesforce Knowledge. [Review how cases are upgraded and know what to expect](https://help.salesforce.com/s/articleView?id=service.case_interaction_upgrading_cases.htm&release=264.0.0&type=5 "When you enable Case Feed for your organization, an upgrade process converts active cases to the new interface and creates feed items for activity on those cases.") when you enable Case Feed actions and feed items. When you’re ready, enable Case Feed actions and feed items. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In organizations created before Winter ‘14, you also need to: - Enable Chatter and actions in the publisher. - Enable feed tracking on cases. On the feed tracking page, turn off tracking for the Status field. Turning off tracking for the Status field prevents duplicate feed items when service reps update a case’s status using the Change Status action. ## Customizing Page Layouts Choose what you want to appear on Case Feed page layouts based on your company’s needs and how your service reps work. - Create layouts for case detail and close case pages and highlights panels. - Create layouts for feed view pages to specify which actions, fields, and tools service reps see when they’re working with cases. ## Giving Users Access The easiest way to give users access to Case Feed is to assign them to profiles that use the feed-based case page layouts you create. In organizations created before Spring ’14, you can also give users access by creating permission sets and assigning them to users, or through custom profiles. ## Setting Up Case Feed: Adding More Functionality Follow these optional steps to add functionality to Case Feed. - To let service reps include short, pre-written messages in their emails, set up quick text and create quick text messages. - To give service reps the option of emailing customers to let them know when questions they've posted to a portal have been answered, enable portal email notifications. - To allow service reps to save email messages as drafts before sending them, and to make it possible to create approval actions for email, enable email drafts. - To help service reps save time and increase consistency when sending emails to customers, create text, HTML, or Visualforce email templates. - To let service reps automate repetitive tasks, add the macros browser to the console and give service reps permission to use macros. - To give service reps access to more functionality, create and add custom actions. - **[Case Feed Upgrade Results in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_upgrading_cases.htm&release=264.0.0&type=5)** When you enable Case Feed for your organization, an upgrade process converts active cases to the new interface and creates feed items for activity on those cases. - **[Enable Case Feed Actions and Feed Items in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_enabling.htm&release=264.0.0&type=5)** Enabling Case Feed actions and feed items gives your users access to some standard actions they need when working with cases, such as Email and Change Status, and to feed items related to those actions. - **[Case Feed Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5)** When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page. - **[Add Functionality to the Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_customize_functionality.htm&release=264.0.0&type=5)** Customize the case feed in Salesforce Classic to meet the needs of your support reps. You can give them access to productivity tools, like quick text, and even enable email drafts and approval processes. <!-- document id=d0b0235e72979f6752100c96130d0e88e0565b993cf8e7afb2fb8ab41ffac3ab url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_enable_chng_cnflct_detection.md --> # Set Up Change Request Conflict Detection Identify and manage potential conflicts early in the change lifecycle by enabling change request conflict detection. When active, conflict detection creates conflict records when overlapping change requests affect the same configuration item during the same scheduled period, helping change managers and fulfillers review and resolve conflicts before deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64308e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64308e71 ">To enable Change Request Conflict Detection:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64308e71 ">View Setup and Configuration</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To view and manage configuration item conflicts, the change managers and fulfillers must also have at least read access to the affected configuration item records. CMDB is connected and configuration items are available. View detected conflicts directly on a change request record to reschedule requests or mark conflicts as resolved. After you turn on change request conflict detection and configure the change request conflict settings, Salesforce activates out-of-the-box template flows that implement configuration item conflict detection. These flows use the change request conflict object to store detected conflicts. The out-of-the-box implementation includes these flows: - Two record-triggered parent flows. One runs when a configuration item is associated with a change request, and the other runs when a change request schedule is updated. - One child autolaunched flow that evaluates overlapping change requests and creates conflict records. The parent flows call the child flow to verify whether other change requests are scheduled for the same configuration item during overlapping time periods. You can also clone and flow templates for other conflict detection use cases, such as detecting conflicts based on events or resources. 1. From the Salesforce Go page, go to the Features tab, and search for and select **Change Management**. 2. In the Unlock Advanced Functionality section, select **Turn On Change Request Conflict Detection**. 3. To detect when the same configuration item is affected by multiple change requests scheduled during the same period, click **Configure**. 4. Turn on **Configuration Item Conflicts**. 5. Save your changes. Salesforce creates and deploys active versions of the record-triggered template flows. The Conflicts Detected is displayed on the change request record page when you turn on conflict detection. If the card isn’t visible, you can add it to the record page using Lightning App Builder. <!-- document id=ad031c3c9ee4eccb615a71f3c042e85cb76d7530266fed36b53e31fe7fde6b6c url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_setup_chng_rqst.md --> # Set Up Change Request Management IT Services Get started with Change Request Management to help you implement, track, and manage changes efficiently. Enable the necessary features, assign permissions, and customize fields to support consistent and streamlined change processes for IT operations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enable Features for Change Request Management in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_enable_features.htm&release=264.0.0&type=5)** Turn on settings in your org that turn on Change Request Management and its associated features. - **[Change Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_prmsn_licenses.htm&release=264.0.0&type=5)** Change Request Management users need permission set licenses to access and manage change records, workflows, and approvals. Understand what each permission set license offers. These licenses are provided out of the box and are required to get started with the Change Request Management process. - **[Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_stage_mgmt.htm&release=264.0.0&type=5)** Define and manage stages, transitions, and tasks for change requests to standardize change processes and improve execution. - **[Change Request Conflict Detection](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_chng_cnflct_detection.htm&release=264.0.0&type=5)** Identify and manage scheduling conflicts between change request that affect the same configuration items to help prevent overlapping changes and improve deployment planning. - **[Change Advisory Board for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cab_overview.htm&release=264.0.0&type=5)** A change advisory board (CAB) reviews and evaluates change requests before implementation. <!-- document id=3b43b0c035ba9332f0c85a016f1bf1bc8d393ad37c6d3403a42cd2e352024098 url=/admin/current/en-us/service/264-0-0/it_srvcs_predctivmodel_chngrskscre.md --> # Set Up Change Risk Prediction for IT Services Set up the Change Risk Score Prediction model to forecast the probability of change request failures. Use the resulting scores to replace subjective assessments with data-informed processes that improve IT stability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> ## Install the Change Risk Prediction App 1. From Setup, in the Quick Find box, enter templates, and select **Templates** under **Apps** | **Intelligent Apps**. 2. In the list of available templates, select the dropdown for Change Risk Prediction, and then select **Create App**. 3. In the Data Space Name, select the default data space for the application installation, and click **Next**. 4. In the Training Duration field, enter the number of days of historical data to use for model training (default is 365 days), and click **Next**. 5. In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click **Next**. 6. In the Enter App Details page, provide an App Name, Description, and Log Level. 7. Click **Create** to begin the installation process. The App Install History page appears. The installation includes automated tasks for data transformation, model training, and scoring. Initial change risk scores are saved to the CRRiskScoreDMO. ## Create an AI Accelerator Use Case To display change risk predictions on a change record page, you must configure an AI Accelerator Card. 1. From Setup, in the Quick Find box, enter AI Accelerator, and select **AI Accelerator**. 2. Click **New Use Case**. 3. In the use case name box, enter a unique name, such as Change Risk Prediction, and then select **Save**. 4. Click **Edit** for the new use case to configure its definition. 5. To display predicted scores in the UI, link the prediction in the CRRiskScoreDMO to the Change DMO. 6. In Use Case Model, select **Add Model** and add this information: Configure the remaining fields using this table: AI Accelerator Configuration by Record Type | field | value | | --- | --- | | Prediction Platform | Einstein on Data Cloud | | Use Case Model Name | Change Risk Prediction | | Predictions | Already generated | | Data Space | default | | Score Field | CRRiskScoreTempADMO > Predicted isFailedCR | | Reference Record Field | Change Request > Change Request Id | | Score Join Fields | CRRiskScoreTempADMO > Change Request Id | | Reference Record Join Field | Change Request > Change Request Id | | Prediction Label Template | The predicted score is %%SCORE%% | 7. Save your changes. ## Add the AI Accelerator Card to the Change Request Page Configure the AI Accelerator component on the Change Request page layout to provide IT teams with real-time major change risk predictions and intelligent insights. 1. From the App Launcher, find and select **Change Requests**. 2. From the Change Requests page, open an change request record. 3. Click the **Setup** and select **Edit Page**. 4. In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout. 5. Select the component and configure its properties: - Title: Enter Change Request Risk Score. - Use Case Definition: Select the change request risk prediction use case created earlier. - Threshold Score: Enter the minimum score required for the prediction to appear. (for example, Set a threshold score, such as **80**, to identify high-risk change requests. If a change request receives a score above this threshold, it is flagged as a high probability for failure). 6. Save your changes and then **Activate** the page. The AI Accelerator card now appears on the record page, displaying change risk predictions for change requests. Verify the card appears on an active change request record. <!-- document id=3b6c3a437684cfdb0d92a8942d840f917c2b50e2e8525dfe0683444c92455873 url=/admin/current/en-us/service/264-0-0/live_agent_set_up_knowledge_chat_answers.md --> # Set Up Chat Answers from Knowledge Articles If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40801e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40801e55 ">To set up the Knowledge One widget:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40801e55 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Knowledge</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To let agents use the Knowledge One widget to include information from Knowledge articles in chats, add a custom field called “Chat Answer” to article types. This field stores information from the article that’s appropriate to share with customers during a live chat. Using this field can be helpful for articles that are too long for an agent to include easily in a response. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Attaching articles to a chat using the **Share** button is supported only in Salesforce Classic. Create the custom field as a Text, Text Area, or Text Area (Long). The Rich Text Field option is not supported. Add this custom field to each article type that contains information that you want operators to access from the Knowledge One widget. 1. From Setup, enter Knowledge Article Types in the Quick Find box, then select **Knowledge Article Types**. 2. Create or edit an article type. 3. Click **New** in the Fields related list. 4. Select Text, Text Area, or Text Area (Long). Don’t select Text Area (Rich). 5. Click **Next**. 6. Enter Chat Answer in Field Label. Make sure that Field Name is populated automatically with Chat\_Answer. (You can use a different name for the Field Label.) 7. Click **Next**. 8. Specify security settings, and then click **Next**. Make the Chat Answer field visible to authors, editors, and live chat agents. Hide it from portal users or other users who don’t need access to it. 9. Select Yes, add this custom field to the layout, and then click **Save**. #### See Also - [Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5 "Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place.") - [Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5 "Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces.") - [Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5 "Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only.") <!-- document id=2f0005bad7074ac06123999cef98097dcfeb4cb2502bc29629b0fd3c1b480a10 url=/admin/current/en-us/service/264-0-0/live_agent_intro_lightning.md --> # Set Up Chat in Lightning Experience Set up Chat so that your support agents use a Lightning console app to chat with customers. Then, add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. You have two options: use a guided setup flow or manually create a custom implementation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Set Up Chat with a Guided Setup Flow](https://help.salesforce.com/s/articleView?id=service.live_agent_lightning_experience_setup_flow.htm&release=264.0.0&type=5)** Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. - **[Set Up Omni-Channel Routing for Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_omnichannel_routing.htm&release=264.0.0&type=5)** Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules. - **[Add Chat to the Console in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_lightning_console_app.htm&release=264.0.0&type=5)** Add Chat to a Lightning console app so agents and supervisors can chat with customers. - **[What's Different in Chat in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.live_agent_lightning_experience_expected_behavior.htm&release=264.0.0&type=5)** Chat looks and functions differently in Lightning Experience. Keep these considerations in mind whether you're starting fresh or making the switch to Chat in Lightning Experience. - **[Chat Cookies in Service](https://help.salesforce.com/s/articleView?id=service.chat_cookies.htm&release=264.0.0&type=5)** Chat in Agentforce Service (formerly Service Cloud) uses cookies to improve functionality and accelerate processing times. By saving a user’s settings, cookies can enhance the user’s experience and the Chat performance. - **[Extend Your Web Chat Implementation with Embedded Service and Einstein Bots](https://help.salesforce.com/s/articleView?id=service.live_agent_lightning_experience_extend.htm&release=264.0.0&type=5)** After you’ve set up Chat and Omni-Channel to work together in Lightning Experience, give your customers a better chat experience with Embedded Service and Einstein Bots. Embedded Service lets you create a pre-chat form and custom branding with little to no code. Embed the chat window on your website and both your desktop and mobile customers can have the same chat experience. Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues. <!-- document id=6594a07c3e939871d8122a160f305af39e0b911e09f7096c8aa8d6c59af043d6 url=/admin/current/en-us/service/264-0-0/live_agent_intro_classic.md --> # Set Up Chat in Salesforce Classic Set up Chat so that your support agents use the console in Salesforce Classic to chat with customers. You can also add Embedded Service and Einstein Bots to give your agents and customers the best web chat experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Create a Basic Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_basic_implementation.htm&release=264.0.0&type=5)** Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers. - **[Customize Your Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_implementation.htm&release=264.0.0&type=5)** After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required. - **[Set Up Chat in the Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_in_salesforce_console.htm&release=264.0.0&type=5)** After you set up and customize your basic Chat implementation, add it to the Salesforce console so that your agents and supervisors can start using chat to assist customers. Additionally, you can set up some other features in the Salesforce console to create an even more robust chat experience for your agents and your customers. - **[Migrate from Legacy Live Agent to Omni-Channel for Chat](https://help.salesforce.com/s/articleView?id=service.live_agent_and_omni_new_customers.htm&release=264.0.0&type=5)** Are you loving Chat and want to add Omni-Channel to the mix? Here’s what changes for you and your organization (and not for your agents!). <!-- document id=004de2989ca60a335414b03d740fcb28e0b0f5fe931b6b61725206456eb7a685 url=/admin/current/en-us/service/264-0-0/live_agent_set_up_in_salesforce_console.md --> # Set Up Chat in the Salesforce Console in Salesforce Classic After you set up and customize your basic Chat implementation, add it to the Salesforce console so that your agents and supervisors can start using chat to assist customers. Additionally, you can set up some other features in the Salesforce console to create an even more robust chat experience for your agents and your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44653e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44653e56 ">To set up Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44653e56 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44653e56 ">To create user profiles or permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44653e56 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Add Chat to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&release=264.0.0&type=5)** Adding Chat to the Salesforce console enables agents and supervisors to chat with customers and access other customer service tools in one place. - **[Set Up Chat Answers from Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_knowledge_chat_answers.htm&release=264.0.0&type=5)** If your organization uses Salesforce Knowledge, you can enable your agents to answer customer questions by using information from your knowledge base. Set up chat answers on articles so that agents can search for articles from Chat in the Salesforce console. - **[Add the Supervisor Panel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_supervisor_panel_to_salesforce_console.htm&release=264.0.0&type=5)** Add the supervisor panel to the Salesforce console in Salesforce Classic to make your support supervisors’ work easier. That way, supervisors can access information about their agents without having to switch between workspaces. - **[Add a Lookup Component for Chats Routed with Omni-Channel to the Salesforce Console](https://help.salesforce.com/s/articleView?id=service.live_agent_add_sidebar_lookup_omnirouted.htm&release=264.0.0&type=5)** Provide agents with a sidebar lookup component in their Salesforce console so they can quickly look up or create associated records for chats. This component is only for chats using Omni-Channel routing, and can be used in Salesforce Classic only. #### See Also - [Create a Basic Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_set_up_basic_implementation.htm&release=264.0.0&type=5 "Before you customize Chat, you need to create the basic Chat implementation for your Salesforce org. After you complete the basic setup steps, you’ll have a functioning Chat implementation that your agents can use to chat with customers.") - [Customize Your Chat Implementation](https://help.salesforce.com/s/articleView?id=service.live_agent_customize_implementation.htm&release=264.0.0&type=5 "After you set up your basic Chat implementation, customize it with solutions that are appropriate for your agents, supervisors, and customers. Chat offers several options for customizing your implementation declaratively, which means that no coding is required.") - [Set Up a Salesforce Console App in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_define_app.htm&type=5&language=en_US) <!-- document id=56aa00b0e0c57cbfe06bbf2661b05691ae72fa04168d143392c823268dbd8cc8 url=/admin/current/en-us/service/264-0-0/live_agent_lightning_experience_setup_flow.md --> # Set Up Chat with a Guided Setup Flow Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get the Embedded Service code snippet to add chat to your website. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The Chat setup flow is the fastest and easiest way to get up and running with live web chat. When you complete the flow, you’re ready to go online in the console and start chatting. This setup flow sets up Chat for Lightning Experience. This means that it also sets up Omni-Channel to route your chats. And for the best end-user experience, it also gets you started with Embedded Service. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Select the tile to launch the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Setting up chat routing with Omni-Channel - Specifying the website where you want customers request a chat - Selecting which records you want to link with your chats - Creating an offline support form so your customers can log a case while your team is away - Using the Embedded Chat code snippets to allow chat on your website ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note We named a few of these objects for you. We also turn on several things in the background during the setup flow. Enabling Chat and Omni-Channel We turn on Chat and Omni-Channel if you haven’t already. When Chat is enabled, Salesforce creates a default Chat configuration, which defines settings for your chat agents. Service Channel for Chats Service channels let you choose which objects you want to route in Omni-Channel. We create a service channel for chats so your customers' chats can get to someone on your team. Basic Omni-Channel Setup We give you a basic Omni-Channel implementation that’s ready to route chats. - A queue enabled for chat, to hold incoming chats until they’re routed to someone on your team - A routing configuration and presence configuration, which work in tandem to control your team’s workload and set the priority for chats in your queue Assigned User Licenses We assign Service Cloud User and Chat User licenses to the users you select during the flow. These users are also granted the necessary user permissions to chat with customers in the console. Presence Statuses Presence statuses are how users go online in Omni-Channel. We create three presence statuses for your team to use: Available - Chat, On Break, and Busy. The Chat status makes the user available to accept chats only. Permission Set with Presence Statuses Assigned to Users To make sure that your team has access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. The permission set is called Chat Setup Flow (with developer name Live\_Agent\_Setup\_Flow). Chat Deployment and Chat Button We create a Chat deployment with default settings. We also create a chat button, which is named based on what you name the group of users you assign to the chat queue. These objects are used to connect Chat to Embedded Service. Embedded Service Deployment Your Embedded Service deployment uses your Chat deployment and chat button to provide a chat window that you embed in your website. We create an Embedded Service deployment with default settings and branding selection. Salesforce Site If you don’t have an existing Experience Cloud or Salesforce site, we create one for you after your provide the naming convention. Guest User Access for Your Site If you turn on Offline Support, we turn on guest access to the Support API on the Salesforce Site you select or create in the flow. This allows your customers to log cases using your offline support form. Omni-Channel Utility We add the Omni-Channel utility to your default Lightning Console app. This allows your agents to go online and accept incoming chat requests in Omni-Channel. - **[Chat Setup Flow: What’s Next?](https://help.salesforce.com/s/articleView?id=service.lex_service_setup_live_agent_whats_next.htm&release=264.0.0&type=5)** Learn where you can customize and view what you set up during the Chat setup flow. <!-- document id=cfb06f9f15cd2541254f4d0d72ba22635b9766e9274de4f1ab2829f09c891f5b url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_salesforcego.md --> # Set Up CMDB Using Salesforce Go Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> To set up and access the CMDB Analytics dashboard, assign atleast these permissions to the required users: - IT Service Configuration Item and Asset Discovery Manager. For more information on CMDB related permissions, see [Permission Sets for CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_permission_sets.htm&release=264.0.0&type=5 "The Configuration Management Database (CMDB) permission sets provide different levels of access. The number of permission set licenses in your Salesforce org depends on your license configuration and on how your solution is packaged. Permission set licenses entitle users to access features that aren’t included in their user licenses."). - Tableau Next Limited Consumer. For more information on Tableau related permissions, see [Tableau Next Permission Sets and Licenses](https://help.salesforce.com/s/articleView?id=analytics.tua_admin_permsets_licenses.htm&type=5&language=en_US). - Data Cloud User. For more information on Data 360 related permissions, see [Data 360 Standard Permission Sets.](https://help.salesforce.com/s/articleView?id=data.c360_a_userpermissions.htm&type=5&language=en_US) 1. From Setup, click **Salesforce Go**. 2. Search for and select **Configuration Management Database (CMDB)**. 3. Click **Get Started**. 4. Select **Turn On Configuration Management Database (CMDB)**. 5. Under Set Up the Basics, complete the steps. Use the checkboxes to help you track your progress. 1. For Define Base CMDB Configuration, click **Go to CMDB Administration**. 2. Create configuration item (CI) types, set attributes, and establish relationships. 3. Turn on **Auto Copy of CIs to IT Service**. Configuration item details are populated in related IT service records, such as incident, problem, or change. 4. For Set Up Auto Discovery of Assets, click **Go to Feature Page**. 5. Set up scan targets and configure asset discovery to bring in configuration items. 6. If you want to retrieve CMDB information through natural language conversations, create a CMDB agent . A CMDB agent can answer questions about CIs, CI relationships, dependencies, and other CMDB data by using the CMDB actions available in Agentforce. For more information , see [Create an Agent from an Agentforce Employee Agent Template](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&type=5&language=en_US) and [AI Actions for CMDB Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfiller_cmdbmgmnt.htm&type=5&language=en_US). 7. Under **Unlock Advanced Functionality**, configure asset creation and CI linking settings. These settings identify and link assets to discovered CIs. If the system doesn’t find a match, it creates an asset. 1. Select **Turn On CI-to-Asset Creation and Linking**. 2. Configure a [Default Asset Owner Account](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_asset_sync_create_default_account.htm&release=264.0.0&type=5 "Capture details about configuration items (CIs) that don’t have owner information by creating a default account. All assets found during the discovery process must be related to an Account ID or Contact ID, so the default account acts as a placeholder for the unassigned assets. This account is only used to create new assets. If an asset exists and matches a rule, the system updates the existing asset fields.") to provide a placeholder account for unassigned assets found during discovery. 8. Under **Unlock Advanced Functionality**, set up the Configuration Management Insights Dashboard. You can monitor your IT environment's composition and track ongoing operational trends using this dashboard. For more information, see [Configuration Management Insights Dashboard](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_insights_dashboard.htm&release=264.0.0&type=5 "Monitor configuration item (CI) trends and analyze operational insights across your IT environment by using the Configuration Management Insights dashboard. Track CI metrics such as incident volume, CI status, and business criticality to identify high-impact infrastructure areas and prioritize troubleshooting efforts."). 1. For Connect Your Data Sources to Data Cloud, click **Learn More in Help**. You can configure the required Data Cloud connections for the CMDB analytics dashboard. For more information, see [Set Up Data 360 for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&type=5&language=en_US). 2. For Ingest CMDB Data from Data Sources, click **Manage Data Space**. You can select the required data space and save your changes. 3. For Deploy Data Kit, deploy the required CMDB dashboard data kit components. The deployment creates the required data streams, data model objects, and mappings for CMDB analytics. For more information, see [Agentforce IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_data_kit.htm&type=5&language=en_US). 4. For Install CMDB Dashboard App, click **Install**. Review the details and complete the installation in the confirmation window. 5. For Verify CMDB Dashboard App Installation, click **Go to Verify Install Status**. You can review the installation progress in App Install History. After completing CMDB setup, create CI types, define attributes, and import CI data. For more information, see [Key Steps to Implement CMDB](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_setup_checklist.htm&release=264.0.0&type=5 "Understand the key steps to implement Salesforce CMDB & Service Graph from start to finish. Learn how to define configuration item (CI) types, manage CIs, organize CI attributes, and build reliable relationships between components. Set up your CMDB with clarity and avoid common setup issues. Using this structured approach to maintain consistent records, improve visibility, and ensure accurate asset data across your IT environment."). <!-- document id=e68df59b8a11a2902b446ac01209e983c4d9e051352bcce8e2d735be853599b8 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_intro.md --> # Set Up Command Center for Service Use Command Center for Service to monitor service rep workloads and the status of work items that are routed by Omni-Channel. Service reps can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Salesforce Voice transcripts and chat messages between service reps and customers, and send helpful messages that only the service rep sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update service rep skills quickly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). See real-time information about your Omni-Channel service reps, queues, and work in the Command Center for Service panel, including waiting times, open work, and more. Command Center for Service updates continuously to reflect the most up-to-date data, so that you always know how your service reps are doing. Keep an eye on Omni-Channel activity with intuitive tab views that show you the big picture of how your service reps are doing. Take advantage of filtering and sorting to help you find what you need. Sort by the flag raise column to see which service reps need assistance that you can provide through whisper messages that the service rep sees but not the customer. Drill down in the tabs to see detailed information about what service reps are working on and backlogged work items. Command Center for Service is supported for: - Queue-based routing for Omni-Channel - Skills-based routing for Omni-Channel - External routing for Omni-Channel - **[Enable Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_monitor_agents.htm&release=264.0.0&type=5)** Train and monitor service reps with Command Center for Service. View your service reps’ voice transcripts and chats as they help customers. Send private messages to service reps as needed during chats. You can view chats that are routed by Omni-Channel in Command Center for Service. - **[Enable Supervisors to Change Service Rep Queues and Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills.htm&release=264.0.0&type=5)** Let supervisors change service reps’ queues and skills to provide faster and better service to your customers. - **[Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&release=264.0.0&type=5)** To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work. - **[Setting Up Custom Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&release=264.0.0&type=5)** Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab. - **[Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5)** Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors. - **[Create Custom Tabs for Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5)** Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs. - **[Show All Offline Service Reps in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_offline_agents_in_supervisor.htm&release=264.0.0&type=5)** Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object. - **[Add Command Center for Service to an App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_omni_supervisor_to_service_console.htm&release=264.0.0&type=5)** To give supervisors easy access to Command Center for Service, add it where they work—in a Lightning app. <!-- document id=d9786a61eb0bdfc7e8ca39b1e187ccdf4ea65581a0df9f4cd2f1069eeafaa728 url=/admin/current/en-us/service/264-0-0/wfs_set_up_community_scheduling.md --> # Set Up Community Scheduling in Workforce Scheduling Add scheduling to your Experience Cloud site so signed-in community and partner users can book, reschedule, and cancel their own appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Before you begin - Set up and activate an [Experience Cloud site](https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5&language=en_US) where users sign in. See [Add Members to Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=sf.networks_add_members_to_community.htm&type=5&language=en_US). - Set up Workforce Scheduling and confirm the CRM booking experience works before you extend it to community users. ## How community scheduling works Community users sign in, so Salesforce matches each user to their contact and account. The scheduling flow ties every appointment to the signed-in user's own account, resolved from their user account ID. Because the user is authenticated, community scheduling needs no identity verification and no customer picker. You set up community scheduling by granting users read access to scheduling data, cloning the shipped scheduling flow for the inbound context, and adding the Appointment Related List component to your community pages. - **[Assign Community User Access](https://help.salesforce.com/s/articleView?id=service.wfs_assign_community_user_access.htm&release=264.0.0&type=5)** Confirm external licenses and assign the permission set that lets community users read the scheduling data model and book their own appointments. - **[Grant Community Users Read Access to Scheduling Data](https://help.salesforce.com/s/articleView?id=service.wfs_grant_community_read_access.htm&release=264.0.0&type=5)** Share the scheduling records that community users need to see available time slots and complete a booking. - **[Set Up the Community Scheduling Flows](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_community_scheduling_flows.htm&release=264.0.0&type=5)** Clone the shipped scheduling flow so you can activate it, make it available to community users, and run it in the inbound context. - **[Add Scheduling to Your Community Pages](https://help.salesforce.com/s/articleView?id=service.wfs_add_scheduling_to_community_pages.htm&release=264.0.0&type=5)** Add the Appointment Related List component to your community pages. <!-- document id=3f40f8e994caac909b7b414227f1613763994e322971170fd13686702e0cbc18 url=/admin/current/en-us/service/264-0-0/pfs_complex_work_setup.md --> # Set Up Complex Work Get ready to create scheduling dependencies, also known as complex, or multistage work. Update page layouts, activate dependency types, and turn on complex work for any service territories that aren’t using Enhanced Scheduling and Optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d87753e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87753e72 ">To customize page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87753e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87753e72 ">To edit Field Service settings:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87753e72 ">Field Service Admin permission set</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. To show complex work features, customize the service appointment page layout. 1. In the layout editor, open the service appointment page layout. 2. Add a single-column section to the layout. Name it Scheduling Dependencies or something similar. 3. Select **Visualforce Pages** and drag the vf739\_ComplexWork page to the new section. 4. Click the wrench icon on the Visualforce page to show its properties. Set the height in pixels to 600. 5. Ensure that these fields aren’t on the service appointment page layout. These fields were used before complex work was available, and aren’t needed. If these fields appear in their own section, remove the section. - Time Dependency - Same Resource - Same Day - Related Service 6. Save your changes. 2. Activate the picklist values for dependency types. 1. From the object management settings for appointment dependencies, go to Fields & Relationships. 2. Select the Dependency field. Activate the dependency values that you want to be available for complex work. Dependency types are: - Same Start - Start After Finish - Start After Finish And Same Day - Immediately Follow 3. From the object management settings for service appointments, go to Field Sets and click **Complex Work Lookup Fields** to define the lookup fields available for selection when users create dependencies between appointments. By default, the available lookup fields are Account and Parent Object. 4. Enable complex work for service territories that aren’t using Enhanced Scheduling and Optimization. If complex work isn’t enabled, you can create relationships between appointments, but scheduling operations aren’t supported. This step isn’t required for service territories using Enhanced Scheduling and Optimization. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Scheduling** | **General Logic**. 3. Under Complex Work, select **Enable complex work**. 4. If you want related service appointments to always be scheduled in the same scheduling operation, select **Use all-or-none scheduling for related appointments**. This setting prevents two service appointments with a dependency between them from being scheduled separately. It doesn’t apply to scheduling dependencies with three or more appointments. 5. Optionally, to control which fields are shown in the search results, modify the Service Appointments List Columns [field set](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list."). <!-- document id=05ac543a619efb1998768f6c340d838501cc33d4a5ab401d46b8072c947361aa url=/admin/current/en-us/service/264-0-0/hr_svc_set_up_confidential_case_reporting.md --> # Set Up Confidential Case Reporting Give employees a secure and discreet way to report confidential workplace issues, with safe routing based on the type of issue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Confidential Reporting is a reporting method where an employee’s identity is disclosed to and verified by a specific, restricted individual and group (typically HR or Legal), but is strictly protected from the rest of the organization. Unlike anonymous reporting, where the reporter remains unknown to everyone, confidential reporting allows HR to maintain traceability for direct follow-up, evidence gathering, and personalized support while protecting the identity of the reporter. This approach is standard in modern case management systems to address sensitive issues like harassment or discrimination, ensuring compliance with internal privacy policies while protecting the reporter from potential retaliation. Standard vs Confidential Case | Feature | Standard Case | Confidential Case | | --- | --- | --- | | Employee Identity | Visible to relevant managers and department leads. | Known to HR, but protected from wider visibility. | | Visibility | Open to standard HR administrators and the reporting chain. | Restricted strictly to specific, authorized HR personnel. | | Traceability | High; used for routine operational follow-up. | High; HR can follow up directly while maintaining the "firewall." | | Typical Use Cases | Payroll queries, benefits enrollment, or general policy questions. | Sensitive misconduct, harassment, or discrimination. | | Technology Support | Standard visibility settings in HRIS tools. | Advanced permission sets within case management tools. | | Legal/Compliance | Managed under general data processing rules. | Required to comply with strict internal access and privacy policies. | ## Ways to Set Up Confidential Case Reporting You have two ways to set up confidential case reporting. Use the approach that fits your org. - **(Recommended) Case visibility policies:** Deploy pre-built confidential visibility rules on the Case object directly from the Employee User Settings card in Setup without creating custom sharing rules. Choose this approach for new implementations. - **(Previous approach) Public complaint case junction entity:** Limit who can see confidential case details through the public complaint case junction entity, with separate access settings and reporting steps. Continue with this approach only if your org already relies on it. - **[Restrict Confidential Case Access with Case Visibility Policies](https://help.salesforce.com/s/articleView?id=service.hr_svc_confid_case_rep_case_vis_policies.htm&release=264.0.0&type=5)** Use case visibility policies, the recommended approach for new implementations, to deploy pre-built visibility rules on the Case object directly from the Employee User Settings card in Setup without creating custom sharing rules or writing code. - **[Protect Confidential Cases with the Public Complaint Case Junction Entity](https://help.salesforce.com/s/articleView?id=service.hr_svc_confid_case_rep_public_jun_entity.htm&release=264.0.0&type=5)** Before case visibility policies, filing a confidential case required the public complaint case junction entity. With the junction entity, you set the required access and system settings, and your employees submit confidential reports through the Employee Portal or Agentforce, where reports are flagged and routed to HR. For new implementations, use case visibility policies. <!-- document id=5ed468579f756a4edb5e0f4025898882d82b8340636503e80d19be1bc80f787d url=/admin/current/en-us/service/264-0-0/it_srvcs_predictivemodel_cicriticality_copy.md --> # Set Up Configuration Item Criticality Prediction for IT Services Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> ## Prerequisites Complete these prerequisites before training the model. At least 400 active Configuration Item records with business criticality values are required. 1. [Set up Configuration Management Database (CMDB)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&type=5&language=en_US) and verify these DMOs are available: Configuration Item, Configuration Item Value, Configuration Item Relationship, and Configuration Item Definition. 2. Verify these IT Service DMOs are mapped: Incident, Incident Configuration Item, Change Request, and Change Request Configuration Item. 3. To create the custom ConfigurationItem\_Home DMO, navigate to **Data Cloud** | **Data Streams** | **ConfigurationItem\_Home** | **Start Mapping**. 4. In the Data Model Entities section, click the Edit icon and select the Custom Data Model tab. Click **New Custom Object**, review the field list and data types, then save your changes. The system automatically generates field mappings between the data stream and the new custom DMO. ## Install the Configuration Item Criticality Prediction App 1. From Setup, in the Quick Find box, enter templates, and select **Templates** under **Apps** | **Intelligent Apps**. 2. In the list of available templates, select the dropdown for Configuration Item Criticality Prediction, and then select **Create App**. 3. In the Data Space Name, select the default data space for the application installation, and click **Next**. 4. In the Training Duration field, enter the number of days of historical data to use for model training (default is 365 days), and click **Next**. 5. In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click **Next**. 6. In the Enter App Details page, provide an App Name, Description, and Log Level. 7. Click **Create** to begin the installation process. The App Install History page appears. The installation includes automated tasks for data transformation, model training, and scoring. Initial criticality scores are saved to the Configuration Item Criticality Scoring DMO. ## Create AI Accelerator Use Cases Create use cases to display CI criticality predictions on Configuration Item, Incident, and Change Request pages. Follow these steps for each record type where you want to display predictions. The configuration is nearly identical across all three record types. 1. From Setup, in the Quick Find box, enter AI Accelerator, and select **AI Accelerator**. 2. Click **New Use Case** and enter the appropriate name for your record type based on the table below. 3. Click **Edit** for the new use case, set Maximum Predictors to the number of top predictors to display (for example, 3), and save your changes. 4. In Use Case Model, select **Add Model** and configure the fields based on your record type. For all record types, set these common fields: - Prediction Platform: **Einstein on Data Cloud** - Predictions: **Already generated** - Data Space: **default** Configure the remaining fields using this table: AI Accelerator Configuration by Record Type | field | Configuration Item | Incident | Change Request | | --- | --- | --- | --- | | Use Case Name | Configuration Item Criticality Score | Incident CI Criticality Prediction | Change Request CI Criticality Prediction | | Use Case Model Name | Configuration Item Criticality Score | Incident CI Criticality Prediction | Change Request CI Criticality Prediction | | Score Field | Configuration Item Criticality Scoring > Predicted CI Business Criticality | Incident CI Score > Predicted CI Business Criticality | Change Request CI Score > Predicted CI Business Criticality | | Reference Record Field | Configuration Item Criticality Scoring > Core CI ID | Incident CI Score > Incident ID | Change Request CI Score > Change Request ID | | Add Input Field (optional) | Not required | Field label: CI\_NAME, Source field: Configuration Item Name | Field label: CI\_NAME, Source field: Configuration Item Name | | Prediction Label Template | The predicted score is %%SCORE%% | The predicted score is %%CI\_NAME%% | The predicted score is %%CI\_NAME%% | 5. Save your changes. You've enabled the AI Accelerator use case. Repeat these steps for each record type where you want to display criticality predictions. ## Add AI Accelerator Cards to Record Pages Add the AI Accelerator component to Incident and Change Request pages to display real-time criticality predictions. Follow these steps for both page types. The Configuration Item page displays predictions automatically once the use case is configured. 1. From the App Launcher, find and select **Incidents** or **Change Request**. 2. Open a record, click **Setup**, and select **Edit Page**. 3. In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout. 4. Select the component and configure its properties: - Title: Enter Incident CI Criticality Score for Incident page or Change Request CI Criticality Score for Change Request page. - Use Case Definition: Select the use case you created earlier (Incident CI Criticality Prediction or Change Request CI Criticality Prediction). - Threshold Score: Enter the minimum score required for the prediction to appear (for example, if the minimum score is 5, records with a criticality prediction score below 5 are not displayed). 5. Save your changes and click **Activate** to publish the page. The AI Accelerator card now appears on the record page, displaying criticality scores for CIs linked to incidents or change requests. Verify the card appears on an active record that has a linked configuration item. <!-- document id=b76133809aeed411d76c4c09271a864df65a33569e184eeb49eafd357fa65373 url=/admin/current/en-us/service/264-0-0/voice_manage_access.md --> # Set Up Contact Center Users Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. **[Assign Contact Center Permission Sets for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5)** Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center. 2. **[Add and Remove Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&release=264.0.0&type=5)** After you create a contact center, you can add more users to it or remove users who no longer need access. 3. **[Create Or Update Contact Center Users in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_users.htm&release=264.0.0&type=5)** Use Salesforce Bulk APIs to add contact center users in bulk. You can use this bulk operation if you want to add or update more than 100 users at a time. 4. **[Create Contact Center Queues in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_queues.htm&release=264.0.0&type=5)** Use the Salesforce Bulk API 2.0 to create contact center queues in bulk. This method streamlines the process of managing large numbers of queues for your contact center. 5. **[Create Contact Center Groups in Bulk](https://help.salesforce.com/s/articleView?id=service.voice_bulk_add_groups.htm&release=264.0.0&type=5)** Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers. 6. **[Use Customized Usernames for Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_custm_usnm.htm&release=264.0.0&type=5)** A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users. 7. **[Map Your Existing Salesforce Users to Telephony Provider Users](https://help.salesforce.com/s/articleView?id=service.service_cloud_voice_map_users.htm&release=264.0.0&type=5)** To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users. 8. **[Assign Delegated Contact Center Admins](https://help.salesforce.com/s/articleView?id=service.voice_delegated_admin.htm&release=264.0.0&type=5)** Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings. #### See Also - [Set Up Agents](https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&type=5&language=en_US) <!-- document id=8db87c03e80aaee42b8b8d57af51c6b6eff249bfe1f461bd832aa308e74c1ed7 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_cs_flows.md --> # Set Up Contactless Signature Flows Create your own version of the flows based on the templates in the Appointment Assistant package. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available only if Digital Engagement is enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d177467e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d177467e75 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d177467e75 ">Manage Flow</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. To create your own copy of the **Create Service Report and Document Recipient** flow, open the flow, click **Save As**, and activate the flow. 3. Add your site’s URL to your **Generate and send URL to Contact** flow. 1. In Experience Builder, click Settings ![Settings button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_9_settings_button.png) 2. From Published Status, copy your site’s URL. ![Site URL](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_cs_site_url.png) 3. Open the **Generate and send URL to Contact** flow. 4. In the flow, open the **Get URL** apex action. 5. In SiteURL, this URL appears: ?drId={!$Record.Id}&expiration=60&type=Default Add your site’s URL at the beginning. For example: https://example.force.com/ContactlessSignature/s?drId={!$Record.Id}&expiration=60&type=Default You can leave the rest of the URL as is, or you can change these details. - Expiration—60 is the number of minutes the URL is valid for from the time it’s generated. You can change this number according to your needs. - Type—Default is the signature type defined in your service report template. If you’re not using the default type of digital signature, change the type to the one that’s used in your service report. 4. To use email, click **Save As**, and activate the **Generate and send URL to Contact** flow. 5. To use SMS, delete the Send URL action, and create a new action. 1. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status. 2. Add an action to the canvas. The New Action window opens. 3. Select the **Send Conversation Messages** action and complete the fields. - In **Messaging Users**, select the collection variable that you created. - In **Messaging Component**, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup. - Select **Any Time** for when to send the message. - Select **Yes**, apply Messaging End User settings for end user’s consent preferences. - In **Session Longevity**, select **Yes, End Session Immediately** if the end user doesn’t need to respond in this messaging session. You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails. 4. Click **Done**. 5. Click **Save As**, and activate the **Generate and send URL to Contact** flow. #### See Also - [Interactive Messaging Components](https://help.salesforce.com/articleView?id=service.messaging_components_parent.htm&language=en_US) <!-- document id=c0efe843f35b7234318fb719f6cbe15f4362cd3815fd0dc325fefe7de39fbe96 url=/admin/current/en-us/service/264-0-0/sp_setup_cv.md --> # Set Up Context Variables for Service Assistant Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76797e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76797e79 ">To set up context variables in Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76797e79 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p style="margin-bottom:0;">System Admin OR Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Reference guidance for context variables in Service Assistant is provided in [Grounding with Context Variables (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_cv.htm&release=264.0.0&type=5 "Learn how Service Assistant uses context variables to pass the active record ID into plan steps and actions, and review the configuration guidelines."). First, create the currentRecordId context variable. Then assign it as an input to each action that needs the record ID, including flows, prompt template, and Apex actions. We include steps for adding currentRecordId to a flow because the setup is specific to flow-based actions. For other action types, such as prompt template and Apex actions, assign currentRecordId to the action's input. ## Set Up the Context Variable Create the currentRecordId context variable and add a description so that Service Assistant knows when to use it. 1. In Agentforce Builder, deactivate your agent. 2. Select the **Context** tab and click **New Variable**. 3. Enter these values. 1. Name: currentRecordId 2. API Name: currentRecordId 3. Data Type: Text 4. Description: The ID of the record on the user's screen. It might not relate to the user's input. Use this only if the user input mentions "this," "current," or "the record." If in doubt, don't use it. 4. Select both **Allow value to be set by API** and **Allow LLM to use value**. 5. Click **Save**. 6. Reactivate your agent. ## Assign the Context Variable to Flows If you use a flow-based action, add currentRecordId as an input variable and update the Get Records element to filter by it. 1. In Flow Builder, open your flow. 2. Click **New Resource** and select **Variable**. 3. Enter these values. 1. API Name: currentRecordId 2. Data Type: **Text** 3. Select **Available for Input**. 4. Click **Done**. 5. Click **New Resource** again and select **Variable**. 6. Enter these values. 1. API Name: a name for your record variable, such as caseRecord or messagingRecord 2. Data Type: **Record** 3. Object: the object that your flow retrieves, Case or Messaging Session 7. Click **Done**. 8. Open the **Get Records** element. 9. Under **Filter Records**, set these values. 1. Field: Case ID or Messaging Session ID 2. Operator: **Equals** 3. Value: currentRecordId 10. Under **How to Store Record Data**, select **Choose fields and assign variables (advanced)**. 11. Under **Where to Store Field Values**, select **Together in a record variable**. 12. Under **Select Variable to Store Record**, select your record variable, caseRecord or messagingRecord. 13. Save your flow. Return to Agentforce Builder and assign the context variable to your actions. ## Assign the Context Variable to an Action Input Assign currentRecordId to an action input so that Service Assistant automatically passes the current record ID into the action at session start. 1. In Agentforce Builder, open an action. 2. From the input field, select **Assign a Variable** and choose **currentRecordId**. 3. Make sure that **Available for Input** is selected on the input field. 4. Save and reactivate your agent. 5. Start a new session. Context variables are populated at session start and don't update mid-session. Keep in mind that the behavior of currentRecordId depends on whether **Require User Confirmation** is selected on the action. - If **Require User Confirmation** isn't selected, Service Assistant automatically passes the record ID into the action without prompting the rep. - If **Require User Confirmation** is selected, Service Assistant pauses and displays a confirmation prompt to the rep with the record ID prefilled. <!-- document id=31a727f27b11f570000dbcf491d5badd5e7991d0cdbd128f70255616cabbbcb9 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_controls_mgmt.md --> # Set Up Controls Management for IT Compliance Bring Controls Management online for your org. Turn on the feature in Salesforce Go, enable the control implementation methods that match how your compliance team works, and assign permission sets so your admins can start authoring controls, building validation procedures, and running compliance tests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66973e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66973e74 ">To turn on Controls Management, enable implementation methods, and assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66973e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> Make sure your org has the IT Compliance Employee Add-on, Incident Management Add-on, Business Rules Engine (Runtime and Standard Add-ons), and Context-Based Platform Add-on licenses provisioned. Compliance Validation with AI also requires Einstein Generative AI. Controls Management gives your compliance team one place to author the safeguards that enforce your regulations, policies, and risk mitigations. Compliance officers create and version compliance controls, group them into validation procedures, and pick the implementation method that best fits each control, including Business Rules Engine, Apex, LLM prompts, Action Plans, or Document Checklists. 1. On the Salesforce Go page, click the **Features** tab, and then search for and select **Accelerate Trust with Unified Risk and Compliance**. 2. Next to **Compliance Controls**, click **Set Up**. 3. Turn on the **Compliance Controls** toggle. 4. Under **Complete the Required Steps**, next to **Implement Compliance Controls**, click **Go to Feature Page**. 5. On the **Implement Compliance Controls** page, turn on the implementation methods that match how your compliance team enforces controls. | Implementation method | When to turn it on | | --- | --- | | Control Implementation Using Apex | Implement complex validation control logic using Apex classes to ensure that any action taken within a workflow is compliant. | | Control Implementation Using BRE | Configure validation control logic using Business Rules Engine and expression sets to ensure any action taken within a workflow is compliant. | | Control Implementation Using Action Plans | Track non-validation compliance tasks using Action Plans and templates to ensure all required tasks are completed. | | Control Implementation Using Document Checklist | Track required documents using checklist items and approval workflows to ensure all compliance documents are collected. | | Control Implementation Using Compliant Data Sharing | Grant access to sensitive data using Compliant Data Sharing so that users or groups only see data based on contextual roles. | | Effectiveness Reports | Show the effectiveness of compliance controls, identify gaps, and monitor and report legal and regulatory compliance. | | Compliance Control Testing | Test controls at key stages to confirm they work as designed, mitigate risks, and meet compliance requirements. | | Compliance Validation with AI | Automate compliance control validation by using AI prompt templates to analyze unstructured content like emails and transcripts against your policies. | 6. For each implementation method you turned on, click **Keep Going** and complete the configuration steps for that method. 7. Return to the **Compliance Controls** feature page, click **Manage User Access**, and assign the Compliance Admin permission set to the administrators who configure controls and to the compliance users who author controls and validation procedures. <!-- document id=28f7fd0c283b6ba6ebcf3137a8b2233ff99b514b01f8f9b4a3398a7c0a18d244 url=/admin/current/en-us/service/264-0-0/sp_ccu_setup.md --> # Set Up Conversation Catch-Up for Service Assistant (Optional) Set up Conversation Catch-Up to give service reps an AI-generated summary of an in-progress messaging session or voice call when they join the session or call. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_ccu_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ccu_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89121e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89121e94 ">To set up Conversation Catch-Up for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89121e94 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Work Summaries User permission set</p> <p>AND</p> <p style="margin-bottom:0;">View Conversation Catch-Up permission set</p> </td> </tr> </tbody> </table> Conversation Catch-Up is available in Service Assistant without completing the general Service Assistant setup, including creating a Service Asssitant Agent. You only need to complete these prerequisite steps. - Set up the general Conversation Catch-Up feature. See [Show Service Reps and Supervisors Midconversation Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&type=5&language=en_US). - Turn on Service Assistant for Messaging from the Messaging object tab of the Service Assistant Setup page. - Turn on Service Assistant for Voice from the Voice object tab of the Service Assistant Setup page. - You installed the Service Assistant Lightning web component on the messaging session or voice call record pages. ## Turn On Conversation Catch-Up for Service Assistant Turn on Conversation Catch-Up for Service Assistant from the Einstein Work Summaries Setup page. 1. From Setup, go to the Einstein Work Summaries Setup page. 2. Make sure that Einstein Work Summaries is turned on. 3. Select the Conversation Catch-Up tab, and then turn on Conversation Catch-Up for Service Assistant. ![Conversation Catch-Up for Service Assistant turned on in the setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccu_setup.png) ## Assign Permissions Assign service reps these permission sets to access and view Conversation Catch-Up summaries in the Service Assistant component. - View Conversation Catch-Up - Work Summaries User - Service Planner User ## Test Conversation Catch-Up for Service Assistant Confirm that Conversation Catch-Up cards appear in the Service Assistant component during an active messaging session. 1. Open the Service Console and start a messaging session or voice call. 2. Make sure that the transcript has a few messages from both the customer and the service rep. 3. Transfer the session to a different user. 4. Wait for a Conversation Catch-Up card to appear in the component. Cards are generated automatically when the service rep accepts the transfer. You don't need to take action in the component. It can take up to a minute for the card to appear in the chat. ![Conversation Catch-Up for a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ccu_msg_ex.png) Considerations - A conversation needs at least 10 text-based entries before Service Assistant can generate a summary. These entries don’t include menu selections from the customer, auto-responses, or other rich content sent as part of the conversation. You can’t change the 10 message threshold. - Service Assistant evaluates the message threshold only once. If the service rep joins before 10 messages are present, the card doesn't appear, and Service Assistant stops monitoring the session's message count. The card still doesn't appear even after the conversation meets the 10-message threshold. - If you have the standard Conversation Catch-Up component installed on the record page, it becomes disabled. - Service plans and Conversation Catch-Up operate independently. The Conversation Catch-Up summary isn’t used as grounding context to generate plan steps. - Translation of the Conversation Catch-Up card in Service Assistant isn’t supported. - The Conversation Catch-Up card displays in the Service Assistant chat feed at the point where the service rep joins the session. This means that it can show among existing service plan steps or alongside other capabilities, like Service Replies. You can't pin it to the top of the component. The card also doesn't auto-collapse after a service rep views it. <!-- document id=3572db84014e53523db86e43f78591be6ba4d9c82b925158fcdd4fd9be30d8f6 url=/admin/current/en-us/service/264-0-0/miaw_credential_user_verification_setup.md --> # Set Up Credential-Based User Verification Credential-based user verification lets authenticated customers view their messaging conversation history when chatting in Enhanced Web Chat on a Salesforce site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_credential_user_verification_setup__d149e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_credential_user_verification_setup__d149e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> If you have a Service agent deployed on a Salesforce site, make sure that your site users have the permissions required for your agent's actions. After you set up credential-based user verification, Service agents run actions as the logged-in site user, not the agent user. ## Turn On User Verification Turn on user verification for Enhanced Chat. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Settings**. 2. In the dropdown for your messaging channel, select **Edit**. 3. Select the **Add User Verification** checkbox. Ignore the Authorization Token Expiration Time for Verified Users box. The token expiration time for credential-based user verification is always 15 minutes until the token automatically renews. 4. Save your changes. ## Add Credential-Based User Verification to your Salesforce Site Activate user verification in an Experience site with just a few clicks. 1. Open the Experience Builder. 2. On the page, click to highlight the Embedded Messaging component. 3. In the property editor, select **Add credential-based user verification**. ![Experience Builder property editor for Embedded Messaging with the Add credential-based user verification checkbox selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_credential_user_verification_update.png) 4. Publish your changes. <!-- document id=4a531c4caa6dc80cc2270c6a265b261013527875f038ae93d9559cbde24dc3cf url=/admin/current/en-us/service/264-0-0/pfs_set_up_crew_management.md --> # Set Up Crew Management Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d165248e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">To create Visualforce tabs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">To set Visualforce page security and create permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165248e72 ">Assign Permission Sets</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Crew management tool](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_management.png) 1. Decide which users need access to the crew management tool. Ensure that each user has at least one of these permission sets: - FSL Admin Permissions - FSL Dispatcher Permissions 2. Add the crew management tool to your org in one of two ways: - [Create a Visualforce tab](https://help.salesforce.com/articleView?id=pages_tabs_create.htm&language=en_US) named Crew Management for the FSL.CrewManagement page. - Embed the Crew Management [custom Lightning component](https://help.salesforce.com/articleView?id=lightning_page_components_custom.htm&type=5&language=en_US) in a Lightning page. Because the component includes a detailed chart, give it plenty of space on the page. 3. Create a permission set with access to the following elements, and assign it to the relevant users. - Crew Management tab, if you created one - FSL.CrewManagement Visualforce page - FSL.CrewsResourceLightbox Visualforce page - FSL.CrewsSaLightbox Visualforce page - FSL.CrewsWorkorderLightbox Visualforce page - FSL.CrewsWorkorderLineItemLightbox Visualforce page - FSL.CrewManagement Apex class You’re all set! For help using crew management, see [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place."). #### See Also - [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") - [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.") - [View Service Crews on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_dispatcher_console.htm&release=264.0.0&type=5 "Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console.") <!-- document id=a51c942e2b6f9162edc01c2bb8a047b7e852353f5a91aa0bc96a312a18d1b186 url=/admin/current/en-us/service/264-0-0/concept_cxi_analytics_setup.md --> # Set Up CRM Analytics Give your team access to Customer Signals Intelligence Analytics dashboards to analyze and optimize customer interactions. To access latest features and enhancements, we recommend that you use Tableau Next analytics.  - **[Batch Data Transform for CRM Analytics](https://help.salesforce.com/s/articleView?id=service.task_cxi_analytics_run_batch_data_transform.htm&release=264.0.0&type=5)** After configuring the CXI Analytics app, ensure that the required batch data transforms are completed and executed in the correct sequence. - **[Create a Customer Experience Intelligence Analytics App](https://help.salesforce.com/s/articleView?id=service.task_cxi_analytics_create_app.htm&release=264.0.0&type=5)** Set up and configure Customer Experience Intelligence Analytics for your team to access the dashboards. - **[Embed Customer Signals Intelligence Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.concept_cxi_analytics_dashboards_embed.htm&release=264.0.0&type=5)** Customer Signals Intelligence Analytics includes dashboards you can embed and access in Lightning Experience pages. <!-- document id=33b79e26d9956bda1087740dda94eef191bc1918511b73edcef8acd82ad2341c url=/admin/current/en-us/service/264-0-0/mfs_actions.md --> # Set Up Custom Actions in the Field Service Mobile App Configure quick actions, global actions, flows, and app extensions to help your team work more efficiently from the field. Actions are displayed in a predefined order in the action launcher on record pages in the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24750e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24750e78 ">To create quick actions and add them to page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24750e78 ">Customize Application</td> </tr> </tbody> </table> - **[Which Actions Appear in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_actions_order.htm&release=264.0.0&type=5)** Learn which actions are visible in the Android and iOS app action launcher. - **[Add Global Actions to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_global_actions.htm&release=264.0.0&type=5)** Add global actions to the Field Service mobile app to give your call center reps easy access to common tasks. - **[Create Quick Actions for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_quick_actions.htm&release=264.0.0&type=5)** Add quick actions to object page layouts so your mobile workforce can quickly create and edit records, send messages to contacts, and more. - **[Let Users Create Work Order Line Items in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_wo_line_item.htm&release=264.0.0&type=5)** Help your team stay organized in the field by letting them create work order line items to split work orders or work order line items into sub-tasks. This feature is available in the Field Service mobile app for iOS, but not for Android. - **[Let Users Create Product Requests in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_product_requests.htm&release=264.0.0&type=5)** Let your mobile workers create product requests when they find defective parts in their vehicles or their stock runs out. <!-- document id=8c144f5d12b11e2644e8ba8f4bb9e290bf1cfda42cb21932d83e44a401572c45 url=/admin/current/en-us/service/264-0-0/csi_custom_channels.md --> # Set Up Custom Channels in Customer Signals Intelligence Analyze data from custom objects through custom channels to reveal customer insights. For every channel you enable, all the historic data is ingested into Data 360 and uses Data 360 credits. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Custom Channels available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5749e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5749e80 ">To set up custom channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5749e80 ">Data Cloud Admin permission set</td> </tr> </tbody> </table> Make sure you’ve provided View All Fields and View All Records permissions for custom objects in the Salesforce Data Connector permission set. - **[UserCustomObject Fields](https://help.salesforce.com/s/articleView?id=service.csi_usercustomobject_fields.htm&release=264.0.0&type=5)** Learn more about the fields in the UserCustomObject so you can correctly map them to fields in your custom object. - **[Custom Data Lake Object Mapping Examples](https://help.salesforce.com/s/articleView?id=service.csi_object_mapping_examples.htm&release=264.0.0&type=5)** See examples of how to map fields from your custom object to the UserCustomObject for surveys. ## Create Custom Object and Data Stream in Data 360 Create a custom object and custom data stream in Data 360. 1. From Data 360, [create a custom object](https://help.salesforce.com/s/articleView?id=data.c360_a_create_custom_data_model_object.htm&type=5&language=en_US). Make sure that your custom object name and custom object field names don't contain the string CustomChannel. If you already have a data stream for the custom object in Data 360, go to step 6. 2. In the Data Cloud Salesforce Connector permission set for your custom object, enable View All Fields and View All Records permissions. 3. For your custom object, [create a data stream](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&type=5&language=en_US) of the category **Engagement**. 4. [Import data](https://help.salesforce.com/s/articleView?id=data.c360_a_upload_a_csv_file.htm&type=5&language=en_US) from a .csv file into the custom object using the option for File Upload. For details, see the [import limits](https://help.salesforce.com/s/articleView?id=xcloud.import_limits.htm&type=5&language=en_US). Additionally, you can use Bulk API 2.0, Bulk API, Salesforce Data Loader, Data Import Wizard, or Amazon S3 Connector to import your custom channel data into Salesforce. A data lake object (DLO) is created and associated with your data stream. ## Install Custom Channel Install your custom channel in CSI. 1. From Setup, use Quick Find to open **Customer Signals Intelligence**. 2. From Manage Channels, go to Custom Channels, and click **Add Custom Channel**. 3. Enter a channel name. The name should be less than 29 characters and shouldn't contain spaces or special characters. Select which insights you want to generate, and click **Install**. 4. After your channel is successfully created and installed, a custom transform is created for the channel. 5. To open the custom transform for your custom channel, click **Manage Data Transform**. ## Configure Custom Transform in Data 360 Configure the data transform in Data 360. 1. From the transform definition, click **Edit**. ![Edit the custom transform.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/edit_transform_custom.png) 2. The custom transform has UserCustomObject as the input DLO. UserCustomObject contains the field names that have been configured by Salesforce. Replace UserCustomObject with your custom DLO. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_important.png) Important For CSI to work as intended, don’t change anything in the output nodes of the transform. If you add new output nodes, they won't be considered for processing. 3. Bring your data into the custom DLO for processing. To bring in your data, map the fields in your custom DLO to the exact field names in UserCustomObject. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note Customer Name, Customer Email, and Customer Mobile Number are optional for mapping. Map all other fields. 4. If the fields are incorrectly mapped, you see an error icon in the node. To map your custom fields to UserCustomObject fields, [add a new Transform node](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_transform_node.htm&type=5&language=en_US) after UserCustomObject. 5. Open the new transform node, and [use the Edit Attributes Transformation](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_edit_attributes.htm&type=5&language=en_US) to set the labels and API names of all columns to the labels and API [names used in the UserCustomObject](https://help.salesforce.com/s/articleView?id=service.csi_usercustomobject_fields.htm&release=264.0.0&type=5 "Learn more about the fields in the UserCustomObject so you can correctly map them to fields in your custom object."). For example, consider that your custom DLO captures user feedback in the field named UserFeedback. UserCustomObject captures user feedback in the field named FeedbackText. Using the Edit Attributes Transformation, change the label name and API name of your custom field, UserFeedback, to FeedbackText and FeedbackText\_\_c respectively. Fields that uniquely identify the customer interaction should be mapped to the ThreadId in UserCustomObject. For instance, in a survey, the survey question response ID is mapped with the Thread ID. 6. To verify that the transform mappings are correct, click each output node of the custom channel transform and check if the preview shows data for all the mapped fields. 7. Schedule a time to run your transform, or manually run it now. 8. After the transform runs, you see that your data has been processed and is stored in the Engagement Analysis Text object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note To use Data Governance features, grant permissions to the listed objects per your chosen policy according to [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). If you have more than one data space, you must grant access to objects in each data space. Object names in non default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. <!-- document id=54a86503551965e8950102840f307c5989c197f0aa0e6875566a0efdc5fa685a url=/admin/current/en-us/service/264-0-0/voice_flex_custom_username.md --> # Set Up Custom Name Format for the User If you do not set up a custom name format in the external client app or connected app, then the default name format is $User.Id & '@' & $Organization.Id. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). Contact centers created before the Summer '26 release will continue to use their connected apps for SSO. To set up a custom name format in the external client app or connected app, add the required name format as the value of the `“https://aws.amazon.com/SAML/Attributes/RoleSessionName”` custom attribute. For example, add the value of the `“https://aws.amazon.com/SAML/Attributes/RoleSessionName”` custom attribute as `$User.Alias & '@' & $User.Id & '@' & $Organization.Id`. The value added for this custom attribute is used as username for the contact center users in Amazon Connect. <!-- document id=c33514ac308be723abd9c12b14baa82da3bde07624712833fbbc59a51c0e9c65 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_customer_outreach_setup.md --> # Set Up Customer Outreach for Autonomous Scheduling in Field Service in the Legacy Agentforce Builder Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Create an Agentforce Service Agent for Customer Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup_asa_agent.htm&release=264.0.0&type=5)** Create an additional agent that rebooks service appointments and coordinates asset maintenance appointments. - **[Create an Agentforce Employee Agent for Customer Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup_aea_agent.htm&release=264.0.0&type=5)** Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. - **[Create the Messaging Components for Customer Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup_messaging_components.htm&release=264.0.0&type=5)** Set up a messaging component for every message that you want to send to your customers. - **[Create the Notification Flow for Customer Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup_notification_flow.htm&release=264.0.0&type=5)** Create a notification flow that sends notifications to the customer when triggered. - **[Create the Asset Maintenance Flow for Customer Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_outreach_setup_asset_flow.htm&release=264.0.0&type=5)** Create an asset maintenance flow that triggers the notification flow you created. - **[Route Your Customer Outreach Conversations in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_routing.htm&release=264.0.0&type=5)** Set up Omni-Channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify. <!-- document id=86a149cc2caf83ccaeb3b9b39a1df54412c5bc612df16f3dc2f3ceb575b74875 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_customer_outreach_setup_studio.md --> # Set Up Customer Outreach for Autonomous Scheduling in Field Service in the New Agentforce Builder Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up an agent that lets dispatchers rebook appointments with Agentforce from the Gantt, you can skip to [Routing Your Agent](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5 "Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify."). - **[Create an Agentforce Service Agent for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_asa_agent_studio.htm&release=264.0.0&type=5)** Create an additional agent that rebooks service appointments, coordinates asset maintenance appointments, and sends customers reminders about their upcoming appointments. - **[Create an Agentforce Employee Agent for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_aea_agent_studio.htm&release=264.0.0&type=5)** Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. - **[Create the Messaging Components for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_messaging_components_studio.htm&release=264.0.0&type=5)** Set up a messaging component for every message that you want to send to your customers. - **[Create the Notification Flow for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_notification_flow_studio.htm&release=264.0.0&type=5)** Create a notification flow that sends notifications to the customer when triggered. - **[Create the Interactive Appointment Reminder Flow for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_reminder_flow_studio.htm&release=264.0.0&type=5)** Create an appointment reminder flow that triggers the notification flow you created. - **[Create the Asset Maintenance Flow for Customer Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_asset_flow_studio.htm&release=264.0.0&type=5)** Create an asset maintenance flow that triggers the notification flow you created. - **[Route Your Autonomous Scheduling Conversations in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_routing_studio.htm&release=264.0.0&type=5)** Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify. <!-- document id=1373a7abb685f5221410f80d0b839d55ebbbd72f4b1f069f1192f5cf44493906 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_email_customer_outreach.md --> # Set Up Customer Outreach with Email in the Legacy Agentforce Builder Set up a Customer Outreach agent that connects to email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it. ## Modify the Agent By default, Customer Outreach works with Engagement Topics that are connected to messaging sessions. Email-to-Case doesn’t work with messaging sessions. Therefore, the agent that you’re setting up for connecting to email must be modified. 1. In Setup, find and select **Agentforce Agents**. 2. Open your agent. 3. Click **Open in Builder**. 4. In Agentforce Builder, click **Subagents**. 5. Open the **Appointment Management for Field Service** subagent. 6. Remove the action. 1. Click **This Subagent’s Actions**. 2. For the Get Engagement Topics action, click the arrow at the end of the row and select **Remove From Subagent**. 7. Modify the instructions. 1. Click **Subagent Configuration**. 2. Delete the DD SCENARIO GUIDELINES instruction. 3. In the Mandatory Guidelines instruction, delete the first bullet that references the Get Engagement Topics action. ## Set Up the Notification Flow The notification flow is triggered when a dispatcher requests to rebook an appointment and sends the customer an SMS. Configure the flow so that it sends the customer an email instead with a predefined subject and body. 1. In Setup, find and select **Flows**. 2. Open the **Field Service: Notify Customer** flow. 3. Click **Save As New Flow** and enter a label. 4. Delete unnecessary elements. 1. In the Does Contact Exist? element, click the menu and select **Delete Element**. All the elements under it are deleted subsequently. 2. In the Get Contact element, click the menu and select **Delete Element**. 5. Open the Toolbox. 6. Delete all the formulas. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip Start from the bottom of the list to avoid dependency errors. 7. Create a variable. 1. Click **New Resource**. 2. For Resource Type, select **Variable**. 3. For API Name, enter appointmentNumber. 4. For Data Type, select **Text**. 5. Click **Done**. 8. Create an email template for the subject of the email. 1. Click **New Resource**. 2. For Resource Type, select **Text Template**. 3. For API Name, enter SubjectTextTemplate. 4. For Body, enter the subject of the email, for example: Your upcoming {!workType} appointment ({!appointmentNumber}) needs to be rescheduled ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note It’s important to include these variables in your subject. In the Case that’s created, you won’t be able to see the original email that was sent to the customer. By adding these variables to the subject, when the customer replies to the email, you’ll see the details in the subject of the email that they reply to (Re: Your upcoming {!workType} appointment ({!serviceAppointmentId}) needs to be rescheduled). 9. Create an email template for the body of the email. 1. Click **New Resource**. 2. For Resource Type, select **Text Template**. 3. For API Name, enter BodyTextTemplate. 4. For Body, enter the body of the email, for example: We apologize for the inconvenience, but we need to reschedule your upcoming {!workType} appointment on {!scheduledStartTime}. What date and time would be good for you? 10. After the Get Service Appointment element, add an Assignment element with these details. 1. **Label:** Assign Variables from Appointment 2. **Variable:** scheduledStartTime, **Operator:** Equals, **Value:** Service Appointment from Get Service Appointment > Scheduled Start 3. **Variable:** workType, **Operator:** Equals, **Value:** Service Appointment from Get Service Appointment > Work Type ID > Work Type Name 4. **Variable:** appointmentNumber, **Operator:** Equals, **Value:** Service Appointment from Get Service Appointment > Appointment Number 11. After the Assignment element, add an Action element. 1. **Action:** Send Email 2. **Label:** Send Email 3. **Recipient Addresses:** Service Appointment from Get Service Appointment > Contact ID > Email 4. **Sender Type:** OrgWideEmailAddress 5. **Sender Email Address:** Enter the required email address 6. **Subject:** SubjectTextTemplate 7. **Body:** BodyTextTemplate 8. **Rich-Text-Formatted Body:** False 12. Save the flow. Your flow should look like this. ![Notification flow for email](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_email_notification_flow.png) 13. Activate the flow. 14. Connect the flow to your settings. 1. From the App Launcher, find and select **Field Service Settings**. 2. In Global Actions, open the **Agentforce** tab. 3. In Name of Notification Flow, select the flow that you created. ![Name of Notification Flow field in Field Service Settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_fs_settings.png) 4. Save your changes. <!-- document id=e8b47408919d8f4979f60128467b67ceacdaaa00dc2de44fb648f1182fe4ec47 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup.md --> # Set Up Customer Service Incident Management Learn how to turn on Customer Service Incident Management and give users access. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). 1. **[Enable Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_enable_incident_management.htm&release=264.0.0&type=5)** Turn on Customer Service Incident Management in a few steps and let your service time start to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. 2. **[Give Users Access to Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_assign_access.htm&release=264.0.0&type=5)** To give your users access to Customer Service Incident Management features, assign user profiles access to incidents, problems, and changes requests. 3. **[Automate with Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_automate.htm&release=264.0.0&type=5)** Seamlessly resolve issues with automation tools for Customer Service Incident Management. 4. **[Set Up Customer Service Incident Management Integrations](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_integrations.htm&release=264.0.0&type=5)** Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers. 5. **[Add Related Items to Your Incident and Case Page Layouts](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_related_to_cases.htm&release=264.0.0&type=5)** To see case-related incidents, problems, and change requests from the case record, add a related list to the Case page layout. And for orgs with Customer Service Incident Management enabled before Winter ’24, add the Product field to see related products from the Incident page layout. 6. **[Report On Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_reporting.htm&release=264.0.0&type=5)** See how your team resolves incidents with the Customer Service Incident Management dashboard managed package. Track how many incidents, problems, and change requests were created and closed. And measure user adoption with monthly active users. <!-- document id=ac0ef686d7edc074b320b2cbd7d8b3b5b510c0de23839f4c769916684862cf72 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_flows.md --> # Set Up Customer Service Incident Management Flows To use Customer Service Incident Management sample flows, like Change Case Owner to Incident Owner or Close Change Request & Related Issues, complete the setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use Customer Service Incident Management flows, first enable Customer Service Incident Management. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Customer Service Incident Management flows also work in components other than the Actions & Recommendations component. [Tell Me More](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal.htm&type=5&language=en_US) 1. To add a Customer Service Incident Management sample flow to the Actions & Recommendations component, first clone the flow. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select **Change Case Owner to Incident Owner** or **Close Change Request & Related Issues**, and click **Save As**. 3. Enter a flow label and API name. Save your changes. 4. Activate the flow. 5. Repeat steps a through d for the other Customer Service Incident Management flow. 2. Add the flows [to a deployment](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_deployment.htm&type=5&language=en_US) and select **Change Request** or **Incident** as the object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Change Case Owner to Incident Owner works only on incidents. Close Change Request & Related Issues works only on change requests. 3. To show the flows to users from the Actions & Recommendations component, [add the deployment to the component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_use_deployment.htm&type=5&language=en_US). The Actions & Recommendations component is automatically added to Customer Service Incident Management page layouts. <!-- document id=ab2971d00c4a35dbac180b1725e5feba2e2a9c3ba4d571345c0588b209ae5944 url=/admin/current/en-us/service/264-0-0/incident_mgmt_integrations.md --> # Set Up Customer Service Incident Management Integrations Integrate Customer Service Incident Management with partner systems to identify potential issues and proactively address them before they become showstoppers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Integrations with Customer Service Incident Management are owned by the partner. If you run into an issue related to a partner integration, contact the partner’s support team. For issues related to Salesforce features, contact Salesforce Support. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience with your standard Agentforce Service (formerly Service Cloud) license</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> Customer Service Incident Management supports these integrations. - Automated Customer Service Incident Management - Cadalys Service Management - Datadog - Jira via MuleSoft Composer (Beta) - PagerDuty - Salesforce Critical Incident Center - ServiceNow via MuleSoft Composer (Beta) #### See Also - [_PagerDuty Help_: Salesforce Service Integration Guide](https://support.pagerduty.com/docs/salesforce-service-cloud-integration-guide) - [_Cadalys Video_: Native ITSM for Salesforce](https://www.youtube.com/watch?v=9VzHCLbWn_Y) ## Install AppExchange Integrations Leverage the power of external systems right from Salesforce with AppExchange packages for Customer Service Incident Management. 1. From Setup, in the Quick Find box, enter Customer Service Incident Management, and then click **Customer Service Incident Management**. 2. Under Integrations, choose an integration and install the managed package. ## Install Integrations with MuleSoft Composer To get the most out of Customer Service Incident Management, integrate Agentforce Service (formerly Service Cloud) with third-party integrations like Jira and ServiceNow, powered by MuleSoft Composer templates. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. Keep your support reps productive in Agentforce Service with synchronized incidents between ServiceNow’s CMDB and Customer Service Incident Management. With the MuleSoft Composer ServiceNow Template (Beta), you can keep your Salesforce assets and incidents in sync with your ServiceNow CMDB, and vice versa. And with the MuleSoft Composer Jira Template (Beta), help engineers align their Jira epics, stories, and tasks with Customer Service Incident Management to efficiently resolve incidents. Create connections between Jira issues and Customer Service Incident Management records so that your engineering and customer service teams stay in sync. For example, when an issue is created in Jira, have a corresponding change request created in Salesforce with the Jira Issue ID attached. To get started with Customer Service Incident Management integrations that use MuleSoft Composer, learn how to use [MuleSoft Composer templates](https://docs.mulesoft.com/composer-salesforce/ms_composer_build_a_flow_using_templates). Then, contact your Salesforce account executive. <!-- document id=4e848fb13d67ce529af9e8be45c86090976f347b4e91c5b2e8dfc0694b421515 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_setup.md --> # Set Up Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder Customer-Initiated Scheduling can be implemented using Agentforce Service Agent or Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We recommend using the New Agentforce Builder for Customer-Initiated Scheduling. For instructions using Agentforce Studio, see [Set Up Customer-Initiated Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_studio.htm&release=264.0.0&type=5 "Customer-Initiated Scheduling is implemented using the Field Service Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community."). Before you begin, review the [prerequisites](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents.") for Autonomous Scheduling. - **[Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_initiated_create_agent.htm&release=264.0.0&type=5)** Create the Field Service Scheduling agent from the template in the legacy Agentforce Builder. - **[(Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_guest.htm&release=264.0.0&type=5)** By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access to let prospect customers schedule appointments without needing a contact record. - **[Connect the Agent to Your Messaging Channel in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_initiated_setup_messaging_channel.htm&release=264.0.0&type=5)** Now that you’ve created your agent, you’re ready to connect it to your messaging channel. - **[Route Your Customer-Initiated Scheduling Conversations in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_customer_initiated_setup_routing.htm&release=264.0.0&type=5)** Set up Omni-Channel flows to route conversations to and from your agent. <!-- document id=c68c7d631d02d31cb1749f2caef33bdfbcf42c718852bbe8a7ea0be72c6e8581 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_customer_initiated_setup_studio.md --> # Set Up Customer-Initiated Scheduling for Field Service Manually in the New Agentforce Builder Customer-Initiated Scheduling is implemented using the Field Service Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’ve used Salesforce Go to set up your agent, some of the steps are already completed and you can skip to [connecting the agent to your messaging channel](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&release=264.0.0&type=5 "Now that you’ve created your agent, you’re ready to connect it to your messaging channel."). - **[Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_create_agent_studio.htm&release=264.0.0&type=5)** Create the Field Service Scheduling agent from the template in Agentforce Studio. - **[Create a Voice-Enabled Field Service Customer-Initiated Scheduling Agent in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_create_agent_voice_studio.htm&release=264.0.0&type=5)** Let customers call in and speak with Agentforce to schedule, reschedule, cancel, or get information about an appointment. For complex requests that can’t be resolved by Agentforce, the conversation is seamlessly escalated to a service rep. - **[(Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_guest_studio.htm&release=264.0.0&type=5)** By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access so that prospect customers can schedule appointments without a contact record. - **[Connect the Agent to Your Messaging Channel in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&release=264.0.0&type=5)** Now that you’ve created your agent, you’re ready to connect it to your messaging channel. - **[Route Your Customer-Initiated Scheduling Conversations in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_routing_studio.htm&release=264.0.0&type=5)** Set up flows to route conversations to and from your agent. <!-- document id=d1be05eff6ca1e3dbbc15841fe9735f431c15bfdd650916c1cf59f0e977b8d29 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_email_customer_initiated.md --> # Set Up Customer-Initiated Scheduling with Email in the Legacy Agentforce Builder Set up a Customer-Initiated Scheduling agent that connects to email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> Now that you’ve set up Email-to-Case and reviewed the information about getting started with Autonomous Scheduling, you’re ready to set up an agent that connects to email. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it. ## Create a Flow Create a flow that maps the end user’s contact ID to the contactID variable. 1. In Setup, find and select **Flows**. 2. Click **New Flow**. 3. Select **Autolaunched Flow (No Trigger)**. 4. In Flow Builder, open the Toolbox. 5. Click **New Resource**. 6. Create these variables. - **API Name:** endUserContactId **Data Type:** Text **Available for input** - **API Name:** contactId **Data Type:** Text **Available for output** 7. After the Start element, add an Assignment element. - **Label:** Assign Contact ID from End User Contact ID - **Variable:** contactId, **Operator:** Equals, **Value:** endUserContactId ![Assignment element in Flow Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_email_flow_assignment.png) 8. Save the flow. 9. Give the flow a name, for example, enter Field Service: Map End User Contact ID to Contact ID. 10. Activate the flow. ## Create the Context Variable Create a context variable to store the end user's contact ID. 1. In Setup, find and select **Agentforce Agents**. 2. Open the agent that you created. 3. Click **Open in Builder**. 4. In Agentforce Builder, click **Context**. 5. Click **New Variable**. 6. Enter these details. - **Name:** endUserContactId - **Data Type:** Text - Allow value to be set by API - Allow LLM to use this value ## Create an Action Create an action that maps the contact ID variables. 1. In Agentforce Builder, click **Subagents** and open the **Appointment Management for Field Service** subagent. 2. Click **This Subagent’s Actions**. 3. Click **New** and select **Create New Action**. 4. For Reference Action Type, select **Flow**. 5. Select the flow that you created. By default, the action gets the name of the flow — **Field Service: Map End User Contact ID to Contact ID**. 6. Click **Next**. 7. For Agent Action Description, enter: Maps the endUserContactId to the contactId variable. 8. Complete the rest of the mandatory fields and click **Finish**. 9. From the list of actions, open the action that you created. 10. Click **Edit Action**. 11. Assign these variables. - **endUserContactId input** — assign the endUserContactId variable - **contactID output** — assign the VerifiedCustomerID variable ![Assign variables in action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_email_action_variables.png) 12. Save the action. ## Update the Agent Instructions Update the agent instructions to call the contact ID mapping action. 1. In the Appointment Management for Field Service subagent, click **Subagent Configuration**. 2. Modify the guidelines for scheduling an appointment. 1. Search for this sentence: Do not begin scheduling until the purpose of the service appointment is stated. 2. Add this sentence before it: You must call the "Field Service: Map End User Contact ID to Contact ID" action. 3. Modify the guidelines for rescheduling an appointment. 1. Search for this sentence: You must call the "Update Appointment Times for Field Service" with the appointment’s ID and without arrival window start and arrival window end parameters. 2. Add this sentence before it: You must call the "Field Service: Map End User Contact ID to Contact ID" action. 4. Modify the guidelines for getting information about an appointment. 1. Search for this sentence: This instruction governs how to retrieve, filter, format, and display appointment information to the customer using the "Get Appointment Information for Field Service" action. 2. Add this sentence at the top of the Critical Restrictions: You must call the "Field Service: Map End User Contact ID to Contact ID" action to ground the contact ID before calling the "Get Appointment Information for Field Service" action. 5. Modify the guidelines for canceling an appointment. 1. Search for this sentence: Manages the process of canceling a customer’s service appointment. 2. Add this step after the first step: You must call the "Field Service: Map End User Contact ID to Contact ID" action to ground the contact ID. 6. Activate the agent. <!-- document id=ebb3fcb663d4c0128f433d4134e15c38bf0bbcdfe881e62e2c20de8ab7307710 url=/admin/current/en-us/service/264-0-0/it_srvcs_data_cloud_setup.md --> # Set Up Data 360 for Agentforce IT Service Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> and <strong>Developer</strong> Editions with Agentforce IT Service and <span>Data 360</span></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73343e77">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73343e77 ">To use <span>Data 360</span> for Agentforce IT Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73343e77 "> <p>Salesforce org: System Administrator</p> <p>AND</p> <p style="margin-bottom:0;"><span>Data 360</span> org: Data Cloud Admin</p> </td> </tr> </tbody> </table> Review and complete all steps mentioned in the Salesforce Data 360 documentation. 1. [Turn On Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&type=5&language=en_US). 2. [Plan your Data 360 strategy](https://help.salesforce.com/s/articleView?id=data.c360_a_plan_data_strategy.htm&type=5&language=en_US). 3. [Manage Data 360 users](https://help.salesforce.com/s/articleView?id=data.c360_a_data_access_levels_setting.htm&type=5&language=en_US). 4. [Manage access with Data 360 permission sets](https://help.salesforce.com/s/articleView?id=data.c360_a_userpermissions.htm&type=5&language=en_US). 5. [Manage data spaces](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces.htm&type=5&language=en_US). 6. [Set up the Salesforce CRM connector](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up_crm_connection.htm&type=5&language=en_US). <!-- document id=5f3bd7da1f1ed2f2e00d023d290adc35d631f900f462173606d1a1936908aa04 url=/admin/current/en-us/service/264-0-0/wfs_df_data_capture_setup_discovery_framework.md --> # Set Up Data Capture in the Field Service Mobile App Build Data Capture forms from Discovery Framework assessment questions in Flow Builder. Set up the framework, create assessment questions, build forms, and prime records for offline use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in orgs where Field Service and Discovery Framework are enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21074e83">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">To enable Discovery Framework, Import or Export, and Data Capture Flow:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">Assign Permission Sets AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">To create assessment questions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21074e83 ">See <a href="https://help.salesforce.com/s/articleView?id=ind.discovery_framework_editions_permissions.htm&language=en_US" target="_blank">Discovery Framework Editions and Permissions</a></td> </tr> </tbody> </table> 1. Complete the preliminary tasks to set up Data Capture with the Field Service mobile app. 1. [Enable Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_enable.htm&language=en_US) to access all its features. 2. [Authorize your mobile workers to access the Field Service mobile app](https://help.salesforce.com/s/articleView?id=sf.mfs_perms_standard.htm&language=en_US) by assigning the right user license and permissions. 3. [Enable Discovery Framework](https://help.salesforce.com/s/articleView?id=ind.discovery_framework_prerequisites.htm&language=en_US). 4. [Enable the Discovery Framework Import or Export settings](https://help.salesforce.com/s/articleView?id=sf.fsc_admin_configure_import_or_export_settings_beta.htm&language=en_US). 2. Authorize your users to create forms with the Data Capture Flow process type, which presents assessment questions from Discovery Framework. 1. From Setup, in the Quick Find box, enter Discovery Framework, and then select **General Settings**. 2. Turn on Discovery Framework. 3. [Create assessment questions](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_create_questions.htm&language=en_US) that integrate with the forms your mobile workers use in the Field Service mobile app. Assessment questions are the backbone of a structured questionnaire that captures specific, consistent information during visits and inspections. You can reuse questions with version control across multiple forms. Organize questions into sets and categories, and filter them by set, so that inspectors move through a checklist in a logical order. See [Flow Question Types](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_question_types.htm&release=264.0.0&type=5 "Data Capture forms support specific question data types. The data type that you select when you create an assessment question maps to a standard flow screen component."). For regulatory inspections, also create regulatory codes and define the compliance statuses your inspections use. When you build the form, associate each question with the regulatory code it checks against, so the inspector sees the standard while answering. See [Set Up Regulatory Compliance and Automated Violations](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_regulatory_compliance_setup.htm&release=264.0.0&type=5 "Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically."). 4. Prime records for offline use with Briefcase Builder. Add the assessment questions and any high-volume reference data, such as regulatory codes, so that inspectors can complete forms in areas with poor or no connectivity. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). 5. [Build forms with question sets](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_build_forms.htm&release=264.0.0&type=5 "Create forms with the Data Capture Flow process type in Flow Builder. Add assessment questions, organize them into sets and categories, set properties and conditional logic, and preview questions without leaving Flow Builder."). 6. Submit the form in the Field Service mobile app. When mobile workers submit forms in the Field Service mobile app, Salesforce creates the assessment and assessment question response records. Salesforce creates one assessment question response record for each question to store the submitted response. If the assessment and assessment question response records aren't created, review errors in the submitted form with the assessment staged data record. See [Assessment Staged Data Records](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_assmt_staged_data_record.htm&release=264.0.0&type=5 "The assessment staged data record holds form responses until they're validated, so you can review and correct errors before the final records are created."). <!-- document id=277964049c100b512d80db4af51db268768e2d3e9028f949823f9623f6a8609e url=/admin/current/en-us/service/264-0-0/voice_setup_desk_phone.md --> # Set Up Desk Phones for Your Contact Center You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> The process for setting up desk phones or headphones varies based on your telephony provider. Work with your telephony provider to get the procedure. The following procedure applies to the Amazon Connect telephony provider only. 1. Log in to the AWS Management Console, click **Services**, and then click **Amazon Connect**. 2. Click the Amazon Connect instance that matches the name of your Salesforce Voice contact center. 3. Click **Users** and then **User management**. 4. Select the users you want to grant desk phone access. Click **Edit**. 5. Select **Desk phone** as the Phone Type and enter the phone number. !["Desk phone" selected as the Phone Type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_setup_desk_phone.png) 6. Save your changes. After you set up desk phone functionality, reps can select desk phone from the Omni-Channel utility. ![Phone tab in the Omni-Channel utility](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_desk_phone_agent.png) ![omni-channel settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_deskphone.png) When you enable a desk phone for Salesforce Voice with Amazon Connect or Service Cloud Voice with Partner Telephony from Amazon Connect, the mute, accept, and decline functionality is disabled in the Omni-Channel utility. Reps must perform these actions from the desk phone. When you enable a desk phone for Salesforce Voice with Partner Telephony, Omni-Channel utility functionality depends on the partner telephony provider’s integration. To confirm expected behavior, check with your partner telephony provider. <!-- document id=677920cac3dedcd0f131cc8d91bfb943e2f083a671301eeea78f5186aa108d90 url=/admin/current/en-us/service/264-0-0/mfs_df_data_capture_setup_discovery_framework.md --> # Set Up Discovery Framework-Based Data Capture with Field Service Mobile App Build data capture forms by using assessment questions from Discovery Framework and Flow Builder. Associate these forms with work orders, work order line items, or service appointments to help your mobile workers collect data during field visits by using the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d126200e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 ">To enable Discovery Framework, Import or Export, Discovery Framework Data Capture Flow, and to update record page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 "> <p>Assign Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 ">To create assessment questions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126200e74 "><a href="https://help.salesforce.com/s/articleView?id=ind.discovery_framework_editions_permissions.htm&language=en_US" target="_blank"><u>View permissions information</u></a></td> </tr> </tbody> </table> 1. Complete the preliminary tasks to set up Discovery Framework-Based Data Capture with Field Service mobile app. 1. [Enable Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_enable.htm&language=en_US) to access all its features. 2. [Authorize your mobile workers to access the Field Service Mobile app](https://help.salesforce.com/s/articleView?id=sf.mfs_perms_standard.htm&language=en_US) by assigning the right user license and permissions. 3. [Enable Discovery Framework](https://help.salesforce.com/s/articleView?id=ind.discovery_framework_prerequisites.htm&language=en_US). 4. [Enable the Discovery Framework Import or Export settings](https://help.salesforce.com/s/articleView?id=sf.fsc_admin_configure_import_or_export_settings_beta.htm&language=en_US). 2. Authorize your users to create forms by using the Discovery Framework Data Capture Flow process type that presents assessment questions from Discovery Framework. 1. From Setup, in the Quick Find box, enter Discovery Framework, and then select **General Settings**. 2. Turn on Discovery Framework Data Capture Flow. 3. [Create assessment questions](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_create_questions.htm&language=en_US) that can easily integrate with forms used by mobile workers in the Field Service mobile app. Assessment questions are the backbone of a structured questionnaire that captures specific and consistent information during service appointments. You can create parent-child questions and reuse questions with version control across multiple forms. See [Discovery Framework Data Capture Flow Question Types](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_question_types.htm&release=264.0.0&type=5 "Discovery Framework-Based Data Capture forms supports only specific data types in the questions that you create. The data type that you select when you create an assessment question maps to a standard flow screen component."). 4. Add the Form junction object to record page layouts. To make the Discovery Framework-based data capture forms accessible to your mobile workers, add the Form junction object to the page layout of your parent record, such as a work order, work order line item, or service appointment. The Form junction object links a parent record with a form you build in Flow Builder. 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. 2. Select the object whose actions you want to manage, and in the Page Layouts section, select a page layout where you want to add the Form tab. 3. Click **Related Lists**, and then drag forms to your page layout. 4. Save your changes. Now you’re ready to create and assign Discovery Framework-based data capture forms. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important By default, the fields in the Form junction object can be seen and changed for the Standard User, System Administrator, Contract Manager, Solution Manager, and Marketing User standard profiles. To make these fields visible and editable for other profiles, change their field level security settings. See [Field Permissions](https://help.salesforce.com/s/articleView?id=platform.users_profiles_field_perms.htm&language=en_US). 5. [Build dynamic forms by using the Discovery framework Data Capture Flow process type](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_build_forms.htm&release=264.0.0&type=5 "Create personalized forms by using the Discovery Framework Data Capture Flow process type in Flow Builder. Use assessment questions from the Discovery Framework to customize your forms. Set properties, apply conditional logic, and hide questions as needed. Use the search and preview capabilities in the flow builder to quickly find and review questions, making sure that the forms meet your business needs."). 6. [Associate Forms with service appointments](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_associate_forms.htm&release=264.0.0&type=5 "After you build your forms through the Discovery Framework Data Capture flow in Flow Builder, associate the forms with a work order, a work order line item, or a service appointment so that mobile workers can launch these forms and collect data during site visits."). 7. Launch and submit the form on the Field Service mobile app. See [Ways to Access Discovery Framework-Based Data Capture Forms on the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_access_forms.htm&release=264.0.0&type=5 "After you build your forms through Discovery Framework Data Capture flows in Flow Builder, mobile workers can access the forms on the Field Service mobile app."). When mobile workers submit forms on the Field Service mobile app, Salesforce creates the assessment and assessment question response records. The assessment question response record stores the submitted responses. If the assessment and assessment question response records aren’t created, you can review errors in the submitted form by using the assessment staged data record. See [Assessment Staged Data Records](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_assmt_staged_data_record.htm&release=264.0.0&type=5 "Verify and correct errors in form responses by using the assessment staged data record."). - **[Build Forms by Using Discovery Framework Data Capture Flow](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_build_forms.htm&release=264.0.0&type=5)** Create personalized forms by using the Discovery Framework Data Capture Flow process type in Flow Builder. Use assessment questions from the Discovery Framework to customize your forms. Set properties, apply conditional logic, and hide questions as needed. Use the search and preview capabilities in the flow builder to quickly find and review questions, making sure that the forms meet your business needs. - **[Associate Discovery Framework-Based Data Capture Forms with Service Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_associate_forms.htm&release=264.0.0&type=5)** After you build your forms through the Discovery Framework Data Capture flow in Flow Builder, associate the forms with a work order, a work order line item, or a service appointment so that mobile workers can launch these forms and collect data during site visits. - **[Associate Discovery Framework-Based Data Capture Forms with an Object](https://help.salesforce.com/s/articleView?id=service.mfs_df_data_capture_associate_forms_quick_actions.htm&release=264.0.0&type=5)** Use custom quick actions to attach Discovery Framework-based data capture forms to any object. This action makes it easier for your users to launch and complete forms directly from Salesforce record pages. #### See Also - [Discovery Framework and Assessments](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_setup_and_configure_discovery_framework.htm&type=5&language=en_US) - [Set Up Field Service](https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&type=5&language=en_US) <!-- document id=2e01f1d9b57af499e18ed7f9c12a70f00e7ea833b1ca699e60215d5ce44ce6a2 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_setup_salesforcego.md --> # Set Up Discovery using Salesforce Go Swiftly enable Salesforce Discovery to automate asset identification and synchronization in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the Discovery feature, install the agentless discovery application, and configure targets and credentials. Reduce manual setup and ensure accurate CMDB population with a single activation flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Ensure that your CMDB is enabled from Salesforce Go. For more information, see [Set Up CMDB Using Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&release=264.0.0&type=5 "Swiftly set up your CMDB in just a few steps by using Salesforce Go. Use the guided setup experience to turn on the CMDB feature, discovery options, and configure data population rules. Reduce manual setup and unlock core CMDB functionalities with single activation flows."). Before you install the Discovery Application or configure discovery targets, complete the preparation required for the Discovery Application host, network access, and target systems. For more information about architecture and preparation, see [Agentless Discovery for Scanning IT Assets](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_agntlss_disc_overview.htm&release=264.0.0&type=5 "Use agentless discovery to identify assets across on-premises, virtual, and cloud environments without installing software agents on each device. Do agentless discovery by using discovery applications, targets, probes, and scan jobs to collect system data through secure network protocols. After each scan, the collected information is processed and updated in CMDB to maintain accurate configuration data."). 1. From Setup, click **Salesforce Go**. 2. Search for and select **Asset Discovery**. 3. Click **Get Started.** 4. Enable **Turn On Asset Discovery**. 5. In the Set Up the Basics section, complete the following steps. You can use the checkboxes in Set Up the Basics help you track your progress. ![Salesforce Go setup page for discovery](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_discovery_salesforcego.png) 1. On Download and Install Agentless Discovery Application, click **Go to Download Application** to download and install the discovery application. Discovery application enables agentless scanning in hybrid environments using native protocols. 2. On Add Credentials, click **Go to Credential Management** to add or manage credentials. Credentials are used to authenticate network scans and access configuration data. 3. On Configure Targets, click **Go to Targets** to create targets and run scan jobs. After completing discovery setup, run scans to identify assets and populate configuration items in CMDB. For more information, [Key Steps to Implement Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_setup_checklist.htm&release=264.0.0&type=5 "Understand the key steps to implement Discovery from start to finish. Learn how to configure credentials, define discovery applications and targets, schedule scans, and process discovered data into CMDB. Follow this structured approach to automate asset detection, maintain data accuracy, and ensure complete visibility across your IT environment."). <!-- document id=ac7342c7a70d15b53c35d3dc2360bbd840469f4b8d07a5cbdac4daad909d1979 url=/admin/current/en-us/service/264-0-0/fs_document_builder_set_up.md --> # Set Up Document Builder: Licensing and Enablement Learn how to set up Document Builder and start creating service documents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Document Builder is the Field Service solution for service documents. You can enable both Document Builder and Service Reports for your company, but you can assign only one feature, Service Reports or Document Builder, to each user. When you give a user the permission to use Document Builder, the Service Report button is hidden for them and they can’t access Service Report features or templates 1. From Setup, in the Quick Find box, enter and select **Field Service Settings**. 2. Select **Enable Document Builder**. A notification informs you that Salesforce is registering your org. A few minutes later an email notification lets you know whether you’re registered. After you’re registered, you can start creating service document templates. Only Salesforce admins, with access to the Setup menu, can access the builder experience and build service document templates. #### See Also - [Give Users Access to Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_user_access.htm&release=264.0.0&type=5 "Assign users the standard permission sets for Document Builder, so they can create service document PDFs.") <!-- document id=6490f2bdd3c07e4f043bbe782bd24110181f1729db3f1e8b95c50f6efb0298c6 url=/admin/current/en-us/service/264-0-0/task_cxi_set_up_agent_actions.md --> # Set Up Draft Case Response and Find Similar Interactions Agent Actions To set up the Draft Case Response and Find Similar Interactions actions, create a vector search index configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with <span>Data 360</span> enabled, and the Customer Signals Intelligence and Einstein GPT Copilot add-ons</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2532e52">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2532e52 ">To create a search index configuration:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2532e52 "> <p>Data Cloud Admin</p> <p>OR</p> <p>Data Cloud Marketing Admin</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud Data Aware Specialist</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Search Index**. 2. Create a search index configuration of the type **Advanced Setup**. 3. Select **Engagement Analysis Text** and click **Next**. 4. Click **Manage Fields** and select **Engagement Analysis Payload**. 5. Save the changes and click **Next**. 6. Select **E5 Large V2 Embedding Model** as the Vectorization Strategy, and click **Next**. 7. Expand **Engagement Analysis Text** and drag **Engagement Channel Source Type** into the Selected fields region. 8. Click **Next** and save the changes. When saving the search index, make sure to use the default label and API name. <!-- document id=bdfdabb1e570d2ab3ff948a0403483dc8c256e29cbe2ebe9a055192b228de8a4 url=/admin/current/en-us/service/264-0-0/sp_dp_context.md --> # Set Up Dynamic Plan Context Updates (Optional) Turn on automatic tracking of case field and comment updates so Service Assistant regenerates the current step of a dynamic service plan with the latest case data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_dp_context__image_dp_context_check"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_dp_context__image_dp_context_check" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_dp_context__image_dp_context_cross"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_dp_context__image_dp_context_cross" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d49074e90">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d49074e90 ">To turn on plan context updates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d49074e90 ">Service Planner Builder permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This article applies only to Service Assistant for Case with dynamic plans. It assumes you have an active implementation before September 30, 2026, when the feature became available. See the [Release Note](https://help.salesforce.com/s/articleView?id=release-notes.rn_sra_persistence.htm&release=264&type=5&language=en_US). If you haven't set up Service Assistant for Case yet, see [Complete General Setup for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&release=264.0.0&type=5 "Complete the general setup that's required for both Service Assistant for Case and Messaging.") and [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Complete the required setup steps for Service Assistant for Case."). Feature reference details are provided in [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans."). By default, Service Assistant grounds in the case record data using the fields and related objects (Case Comments, Case Emails, and Case Feed) you set in the Service AI Grounding Setup page. When you turn on Update Plan Context for case fields and case comments from the Service Assistant Setup page, Service Assistant actively monitors your grounding configuration for new case fields and case comments (internal and external) and then regenerates the steps in real time. ![Dynamic Plans section of the Service Assistant Setup page with the case field and comment update toggles turned on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_regrounding.png) These settings apply only to case fields and comments. Service Assistant handles Case Emails and Case Feed differently. - You don't turn on automatic tracking and plan step regeneration for Case Emails. This is enabled by default when you have Case Emails enabled for grounding from the Service AI Grounding Setup page. - Case Feed updates don't trigger step regeneration. If you enable Case Feed grounding in Service AI Grounding setup, Service Assistant still monitors the feed and captures new data, but applies it only when the current step completes and the next step is created. - Plan context updates for case comments include internal and external comments. - If you ground on the Internal Comments field, you must set Case Comments for grounding. Internal Comments data isn't tracked unless Case Comments is enabled for grounding. For more information about how Service Assistant tracks and applies case updates, see [Grounding with Case Record Data](https://help.salesforce.com/s/articleView?id=service.sp_record_data_case.htm&release=264.0.0&type=5 "Learn how Service Assistant grounds in Case fields, emails, comments, and feed to create service plans."). 1. From Setup, go to the Service AI Grounding Setup page and, in the Case tab, review your grounding configuration to make sure you have all standard and custom case fields and objects set for grounding. 2. Go to the Service Assistant Setup page, and in the Define Service Plan User Experience section, confirm that **Dynamic Plans** is turned on. 3. From the Update Plans with Case Signals section, turn on **Update Plan Steps When Case Fields Change**, **Update Plan Steps When Case Comments Change**, or both. 4. From the bottom of the Case tab, make sure Service Assistant for Case is turned on. After you turn on these settings, start a service plan on a new case record to confirm the plan updates based on the case field or comment content. For example, a service plan is first created based on these record details, and Service Assistant creates plan steps based on that data. ![Service plan with initial steps generated from case record data](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_context_start.png) If a grounding field is updated that changes the context of the plan, Service Assistant tracks the new data and then automatically creates a new step. It can take a few moments for the step to regenerate when a field or comment is updated or when there’s a new email. If you don't see the plan updated, refresh the page. ![Service plan step regenerated after a grounding field update](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_context_update.png) Keep in mind that there’s no status indicator showing that Service Assistant captured the new data and is processing it to create a new step. Service Assistant remains static and the new step shows automatically with no indicator that it’s generating. See [Status Indicator Behavior for Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp_status.htm&type=5&language=en_US). ## Troubleshooting and Considerations If plan steps aren't updating dynamically as record data changes, try these troubleshooting steps. Also, review a few considerations that affect your setup and configuration. Troubleshooting - Confirm that the ServicePlanner User and service reps have read access to all standard and custom case fields set in your Service AI Grounding configuration. - Confirm that no fields set in you grounding configuration aren’t encrypted. Encrypted fields aren’t supported for grounding. - Confirm that you have Case Emails, Case Comments, or Case Feed enabled for grounding in Service AI Grounding. Considerations - Encrypted fields aren't supported for grounding. - Only String and Text Area fields are supported for grounding. - Only text from Case Emails, Case Comments, and the Case Feed is used to ground a service plan. PDFs, images, and other attachments aren't used as grounding sources. - For Case Emails, both the initial plan generation and regenerating plan steps for new case emails can fail if there is a very high email volume. If a record has a large set of emails, the ingestion and grounding of the data can exceed internal limits and the plan fails with an error like "Something went wrong. Try again later or contact Salesforce Customer Support." If this occurs, remove Case Emails from the grounding configuration on the Service AI Grounding Setup page, or summarize emails into a custom Case field and ground on that field instead. - If you ground on the Internal Comments field, enable Case Comments for grounding. Internal Comments data isn't tracked when Case Comments isn't enabled for grounding. - Service plan summaries are never updated to account for field and object updates. This behavior applies to both guidance and dynamic plans. <!-- document id=9ab48dd881529189475f290b94903db2684aaf3a36b7a7b87c1789731802760f url=/admin/current/en-us/service/264-0-0/enable_dynamic_q_a_for_knowledge_articles.md --> # Set Up Dynamic Q&A for Knowledge Articles Set up and configure the Dynamic Q&A component in Experience Cloud so article readers can view and interact with top questions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d173394e86">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">To create and manage prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 "> <p>Prompt Template Manager permission set</p> <ul> <li>Manage Prompt Templates</li> <li> Execute Prompt Templates </li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">To create and manage Agentforce Service agents: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent user securely access data and perform actions, see <a href="https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US&type=5" target="_blank">Best Practices for Agent User Permissions</a>.</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">To create an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">To customize or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate <a href="https://help.salesforce.com/s/articleView?id=experience.networks_access_control_overview.htm&language=en_US&type=5" target="_blank">role-based site access </a></td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">To enable digital experiences</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d173394e86 ">Customize Application</td> </tr> </tbody> </table> Before you begin, make sure you've completed these steps: - Your org has assigned CustomerCommunity or CustomerCommunityPlus licenses. - An Experience Cloud site is active with at least one published knowledge article. - Service AI Grounding is enabled for Knowledge data in Setup. - An Agentforce Service Agent is configured for your site. - The Improve Performance of Connect APIs in your LWR Sites setting is disabled in your site's Administration workspace. 1. From Setup, in the Quick Find box, enter Service Cloud Einstein, and then select **Service AI Grounding**. 2. On the Service AI Grounding page, turn on **Service AI Grounding**. 3. Under Knowledge, select only public fields that are accessible to portal and guest users for use in Q&A generation, and then click **Activate**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To prevent exposure of sensitive data, make sure that only public Knowledge fields are selected. If a private field was previously selected, data from those fields may still appear in Q&A and summary content for guest users, while authenticated users are not affected. ![Tun on Service AI grounding](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/turn_on_ai_service_grounding.png) 4. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 5. Click **Builder** next to your site. 6. In the Components panel, drag Knowledge Article FAQs component onto the article detail page. 1. For Aura sites, place it on the Article Detail page. 2. For LWR sites, place it on the Knowledge Detail page. 7. Choose a label for the section. 8. Set the maximum number of questions to show on the component at runtime. 9. **Publish** the site to apply your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note After you publish the site, you can see answers in two ways: Prompt-Generated: Answers are generated from your configured knowledge data during the initial question generation. Agentforce Service Agent: Answers are generated in real time using the active agent you have configured for your site. <!-- document id=e5f1e54fb3dafcadab75b75907bbeee6f5339a27cd4c9938e2a5aedf7a5564b7 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_set_up.md --> # Set Up Einstein Article Recommendations Set up Einstein Article Recommendations so you can build, activate, and benefit from your custom predictive model. Einstein Article Recommendations analyzes the data in case and knowledge article fields that you select to determine which articles are most likely to solve a customer inquiry. Service reps see recommendations in the Knowledge component of the Lightning Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Einstein Article Recommendations is being turned on for Lightning Knowledge starting Summer ’21. It uses a prebuilt model that’s based on generic data, and default field and language settings. Service reps can then see Einstein's recommendations in the Knowledge component right away. If your business uses specific case and knowledge fields, customize the model so that Einstein analyzes the closed-case data in your org and provides more accurate recommendations.[Tell Me More](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_prepare.htm&type=5&language=en_US). If you don't want Einstein Article Recommendations in your org, you can turn it off in Setup. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Incorporate knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce, with unified knowledge. See [Unify Knowledge from Various Sources (Beta)](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&type=5&language=en_US). - **[Set Up Agentforce Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_cases_set_up.htm&release=264.0.0&type=5)** Help your service reps resolve customer cases by automatically suggesting relevant knowledge articles based on case data. <!-- document id=029fda76eaa27071c585ce3bcd93283ebf05323d4a5acf634bd2fb94bcdb8a8e url=/admin/current/en-us/service/264-0-0/cc_service_setup.md --> # Set Up Einstein Classification Apps Choose closed cases for Einstein to analyze, and decide where and how case fields are predicted. Then, build your classification models and give service reps access to predictions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48867e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48867e58 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48867e58 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Follow these steps to get started. 1. **[Enable Einstein Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_enable.htm&release=264.0.0&type=5)** To get started, enable Einstein Classification Apps in Setup. 2. **[Configure Your Einstein Classification Model](https://help.salesforce.com/s/articleView?id=service.cc_service_new_model.htm&release=264.0.0&type=5)** Specify which closed cases and fields Einstein learns from, and choose the fields that you want Einstein to predict. 3. **[Build Your Einstein Classification Model](https://help.salesforce.com/s/articleView?id=service.cc_service_build_model.htm&release=264.0.0&type=5)** After you configure the predictive model, its status changes to Ready to Build. Check your Fields to Predict and build your model. 4. **[Automate Classification](https://help.salesforce.com/s/articleView?id=service.cc_automate_classification.htm&release=264.0.0&type=5)** Streamline service with automation. Set a confidence threshold to select and save Einstein’s field predictions on your case, and run assignment rules. 5. **[Case Classification for Flows](https://help.salesforce.com/s/articleView?id=service.cc_service_flows.htm&release=264.0.0&type=5)** Help service reps deliver efficient and productive service experiences by adding classification to your flows. In addition to recommendations made on case creation, use a flow to get Einstein field predictions after a case is updated with new details to the Subject or Description. Or use flows to set custom confidence threshholds for Einstein to populate the case with predicted values. 6. **[Give Service Reps Access to Einstein Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_enable_perm.htm&release=264.0.0&type=5)** To let service reps view and act on Einstein’s field predictions, assign them the right user permission sets. 7. **[Add Einstein Classification Apps to the Service Console](https://help.salesforce.com/s/articleView?id=service.cc_service_lex_setup.htm&release=264.0.0&type=5)** To show Einstein’s predictions to service reps, add the Einstein Field Recommendations component to the Lightning Service Console. 8. **[Activate Your Einstein Classification Model](https://help.salesforce.com/s/articleView?id=service.cc_service_activate.htm&release=264.0.0&type=5)** When you’re ready to let Einstein start making predictions, activate your model. <!-- document id=e09661c009e33f0eb1d014d127ac8d06f1d4ae96c9d3cb99a73aca9edd6535b3 url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_setup_features.md --> # Set Up Einstein Features for IT Services Configure Einstein and Data Cloud to integrate AI into your IT service management workflows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enable Einstein Features for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_setup.htm&release=264.0.0&type=5)** Configure Einstein and Data Cloud to automatically route records, prefill record details, and draft knowledge articles. Set up configuration management database (CMDB) to identify affected configuration items (CIs). - **[Configure Knowledge Creation with Einstein for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_configure.htm&release=264.0.0&type=5)** Set Up Knowledge Creation with Einstein for IT Services so your team can draft contextual knowledge articles using generative AI. Review the predefined prompts for incidents and problems and make changes according to your company's needs. Create a prompt template for change request. <!-- document id=4a93031bae491870a1cb06aec13af5dc35b43762f820f7832702458f14a3ff56 url=/admin/current/en-us/service/264-0-0/knowledge_creation_set_up.md --> # Set Up Einstein Knowledge Creation Check you've completed the prerequisites, turn on article creation, and set up your prompt templates or map your Knowledge record fields. Then, see how service reps use Knowledge Creation in the console to draft and save articles. To get responses based on case details, add Case grounding to Knowledge Creation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Before using Einstein Knowledge Creation, you must have [Einstein generative AI enabled](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) and [Salesforce Knowledge enabled and set up in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&type=5&language=en_US). Knowledge Creation supports English, French, German, Italian, Japanese, and Spanish. To let service reps draft articles in multiple languages, [enable them in knowledge settings](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&type=5&language=en_US). 1. **[Turn On Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_enable.htm&release=264.0.0&type=5)** To use generative AI with Einstein Knowledge Creation, first turn on Einstein Generative AI, and then turn on Knowledge Creation. To use prompt templates, turn on Prompt Builder Template. 2. **[Map Einstein Knowledge Creation Responses to Knowledge Fields](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_map_responses.htm&release=264.0.0&type=5)** Map AI-generated responses to your Knowledge record type fields. 3. **[Create Custom Prompt Templates for Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_custom_prompt_templates.htm&release=264.0.0&type=5)** You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own. 4. **[Give Service Reps Access](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_access.htm&release=264.0.0&type=5)** Give service reps access to Knowledge Creation. <!-- document id=97e995e483486da9bf87d5c752f0e182a1c6cfa18e9a2fcf6b1202ae8d18f77f url=/admin/current/en-us/service/264-0-0/reply_rec_set_up.md --> # Set Up Einstein Reply Recommendations Follow a few simple steps to deliver valuable chat and messaging replies to your service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_setup.png) 1. **[Enable Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_enable.htm&release=264.0.0&type=5)** Turn on Einstein Reply Recommendations to get started. 2. **[Build Your Recommendation Model](https://help.salesforce.com/s/articleView?id=service.reply_rec_build.htm&release=264.0.0&type=5)** After you enable Einstein Reply Recommendations, you can build your model if you have enough closed chats. 3. **[Review and Publish Replies](https://help.salesforce.com/s/articleView?id=service.reply_rec_publish.htm&release=264.0.0&type=5)** After Einstein has identified common responses in your transcripts, select and review the most useful replies, and then publish them to your service reps. 4. **[Give Service Reps Access to Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_access.htm&release=264.0.0&type=5)** Give service reps access to Einstein Reply Recommendations by assigning them a permission set. 5. **[Activate Your Reply Recommendation Model](https://help.salesforce.com/s/articleView?id=service.reply_rec_activate.htm&release=264.0.0&type=5)** After you publish Einstein’s replies to Quick Text and give your service reps access to replies, activate your model to show recommendations during chat and messaging sessions. 6. **[Multi-Language Support](https://help.salesforce.com/s/articleView?id=service.reply_recs_multi_language.htm&release=264.0.0&type=5)** With Einstein Reply Recommendations, you can show service reps common replies in 16 languages during chat and messaging sessions: Arabic, Chinese-simplified, Chinese-traditional, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Thai, and Turkish. <!-- document id=d97bab0f1338754f081d4e71d10e0b5950747ff64304a50f86119d5ba1495e6b url=/admin/current/en-us/service/264-0-0/caseteam_setup_email_alerts.md --> # Set Up Email Alerts for Case Teams Create email alerts for case teams so that each time a case is created or updated, team members are notified. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d181872e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 ">To set up case teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Users</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 ">To create or change workflow rules and actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 ">To create or change email alerts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d181872e58 ">Customize Application</td> </tr> </tbody> </table> 1. Create email templates for notifications. 2. Set up workflow rules that specify which actions on a case send email alerts to team members. 1. From Setup, enter Workflow Rules in the Quick Find box, then select **Workflow Rules**. 2. Click **New Rule**. 3. From Select object, choose **Case** and click **Next**. 4. Enter a rule name. 5. Choose the evaluation criteria. To ensure that every case is evaluated for an email alert, we recommend that you set the evaluation criteria to Evaluate the rule when a record is: created, and every time it’s edited. 6. Enter your rule criteria. We recommend that you choose **criteria are met** and select the criteria that a case must match to send email alerts. For example, if you want team members to receive an email alert each time a case’s status is set to New, set the criteria to Case: Status equals New. 7. Click **Save & Next**. 3. Add email alerts to your workflow rule’s criteria. 1. Click **Add Workflow Action** and choose **New Email Alert**. 2. Enter a description and unique name for the email alert. Because you chose Case as the object for the workflow rule, object appears as read only. 3. Choose an email template. 4. Select who receives email alerts from the workflow rule. To select all members of a case team, choose **Case Team** from Recipient Type, and add the team as selected recipients. You can enter up to five more email addresses. 5. Click **Save**. 4. Activate the workflow rule and its email alert. 1. From Setup, enter Workflow Rules in the Quick Find box, then select **Workflow Rules**. 2. Click **Activate** next to the name of the rule. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To prevent the rule from sending email alerts, click **Deactivate** at any time. If you deactivate a rule with pending actions, the actions finish as long as the case that triggered the rule isn’t updated. #### See Also - [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5 "Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.") - [Email Templates in Lightning Experience](https://help.salesforce.com/s/articleView?id=sales.email_templates_lightning_parent.htm&language=en_US) <!-- document id=3746a40fada69156657d8d449c8b9cebd5215a25df58ce24954c23de1a0517eb url=/admin/current/en-us/service/264-0-0/setting_up_email-to-case.md --> # Set Up Email-to-Case Set up Email-to-Case to efficiently resolve customer email inquiries. When customers send messages to your support email addresses, Salesforce automatically creates cases and auto-populates case fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89248e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89248e61 ">To enable and set up Email-to-Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89248e61 ">Customize Application</td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). 1. **[Turn On Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_enabling_email_to_case.htm&release=264.0.0&type=5)** Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service. 2. **[Configure Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_settings.htm&release=264.0.0&type=5)** Configure your Email-to-Case settings to customize how Salesforce handles and creates cases from incoming emails. If you set up Email-to-Case in Salesforce Go, some of these settings may already be configured. 3. **[Add Routing Addresses for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_configuring_routing_addresses.htm&release=264.0.0&type=5)** Set and configure routing addresses to redirect case submissions to the email services address provided by Salesforce. A case is created when the email address you specify is listed in the To, CC, or BCC fields of a customer email. 4. **[Add Agentforce Service Agent to Email](https://help.salesforce.com/s/articleView?id=service.service_agent_email_parent.htm&release=264.0.0&type=5)** Automate email responses with Agentforce Service Agent. <!-- document id=b3234964fb7d37e11aff36e3d1b3d1625fa99d4711ecce9b788d816b0b675766 url=/admin/current/en-us/service/264-0-0/it_srvcs_create_emp_users.md --> # Set Up Employees for IT Services To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d14886e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e71 ">To create users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e71 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e71 ">To enable Employee User:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e71 ">Edit access on User record</td> </tr> </tbody> </table> ## Create Employees To set up your employees, first create a user with the Unified Employee license and then designate them as an employee. For more details on this license, see [Unified Employee License Details](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_unified_employee.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note All employee users created before the Spring ‘26 release using the Customer Community Plus license and user profile remain unaffected. These users retain their existing access, permissions, and functionality. However, we recommend using the Unified Employee license and profile for creating new employees moving forward. 1. Create a [person account](https://help.salesforce.com/s/articleView?id=sales.account_person.htm&type=5&language=en_US). 1. From the App Launcher, search for and select **Accounts**. 2. Click **New** and create a person account. 3. Enter the user’s details, such as first and last name. 4. Save the changes. 2. Build and publish an Experience Cloud site for your employee users using an [IT Service template](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_creation.htm&release=264.0.0&type=5 "Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site."). 3. [Create a new user record.](https://help.salesforce.com/s/articleView?id=platform.adding_new_users.htm&type=5&language=en_US) 4. Assign the new user you created the Unified Employee license and the associated permission set licenses and permission sets. See [Assign the Unified Employee license](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_UEL_assign.htm&type=5&language=en_US). 5. Assign the required permission sets to your user. See [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need."). 6. Add the user as a member of the Experience Cloud site for your Employee Services portal. See [Assign the Unified Employee license](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_UEL_assign.htm&type=5&language=en_US). 7. Designate as an employee. 1. From the App Launcher, search for and select **People**. 2. Select the user you created. 3. Click **Enable Employee User**. 4. Enter the employee's specific details, such as the associated contact, employee number, start date, and employee status. 5. Save the changes to create the official employee record. 8. [Give your employee users access to Microsoft Teams.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&release=264.0.0&type=5 "Assign the required permissions to employee users in Microsoft Teams.") 9. [Give your employee users access to Slack.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5 "Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.") Direct the employee to your employee portal URL. The employee can click **Forgot Password** on the login page and follow the email prompts to set their password and begin using the portal. ## Assign a Service Management Privilege to Employees Create and assign a service management privilege to employees so that records for privileged employees are prioritized by the IT team, whether they log the record themselves or an IT service rep logs it for them. When an employee with a privilege that’s tagged VIP reports an incident, a banner on the incident record tells fulfillers that the incident requires prioritized handling. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This feature applies to employees represented as person accounts. Person Accounts must be enabled in your org, and each person that you assign a privilege to must have an employee record. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d14886e343">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e343 ">To assign or remove privileges for employees:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e343 ">Assign Service Management Privilege User</td> </tr> </tbody> </table> The Assign Service Management Privilege User permission comes with the Service Management Privileges permission set license, which is included in the Incident Manager permission set group. Without this permission, the action for assigning privileges doesn’t appear on the employee record. Tags categorize privileges and can be reused across records. When you turn on service management privileges, Salesforce adds a VIP tag value for you. To categorize privileges with your own tags, add Tag picklist values for Service Management Privileges in Object Manager. To add or edit Tag picklist values, see [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US). 1. Turn on service management privileges, and create the privileges that you assign to employees. 1. From Setup, in the Quick Find box, search for and select Service Management Privileges. You can also go to Feature Settings, and then select **Service Management Privileges**. In earlier releases, this page was under IT Service Management. 2. Turn on Service Management Privilege Assignment. When you turn on this setting, Salesforce creates a privilege that’s tagged VIP so that your team can use it right away. Edit this privilege like any other privilege, or create more privileges alongside it. If you turn the setting off and on again, Salesforce doesn’t create a duplicate. 3. In the Service Privileges section, click **New**. 4. Enter the details. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14886e434">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14886e437">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Privilege Title</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 ">Enter the display name for the privilege, such as <kbd>CEO</kbd>. This name appears on the privilege badge wherever the privilege is shown to fulfillers.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 ">Enter a description for the privilege. For example, <kbd>This is for privileged employees only</kbd>.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Tag</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 "> <p>Select a tag. For example, Privileged User or General User. </p> <p style="margin-bottom:0;">Incidents reported by an employee who has a privilege that’s tagged VIP are automatically flagged for prioritized handling.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Function Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 ">Select a function type. <strong class="uicontrol">IT Service</strong> is available by default.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Access Level</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 ">Enter an access level for the privilege. Higher access levels represent higher-priority employees in your org.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e434 ">Color</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14886e437 ">Select the background color for the privilege badge. If you don’t select a color, the badge uses a default color.</td> </tr> </tbody> </table> 5. Save your changes. 6. (Optional) To update or remove a service privilege, use the row actions menu, and select **Edit** or **Delete**. 2. Assign one or more service privileges to an employee. 1. From the **App Launcher**, find and select **Agentic IT Service Desk**, and then select **Employees**. 2. Open the record of the employee that you want to assign a privilege to. If the Employee Profile Card isn’t on the page, edit the page and add the component. 3. From the actions menu on the Employee Profile Card, select **Assign Service Privileges**. If you don’t see the action, check that Service Management Privilege Assignment is turned on and that you have the Assign Service Management Privilege User permission. 4. Select one or more privileges, and then click **Assign**. The privileges that you select replace the employee’s current assignments. To remove a privilege, clear its selection before you assign. Assigned privileges appear to fulfillers in these places: - On the Requester Information card of a record such as an incident, each of the requester’s privileges appears as a colored badge. Up to three badges appear. If the employee has more privileges, the remaining ones are collapsed into a count that you can point to to see the rest. - When an employee who has a privilege that’s tagged VIP reports an incident, a banner at the top of the incident record tells fulfillers that the request requires prioritized handling. - The read-only Is VIP User Impacted field on the incident is selected when the employee who reported or created the incident has a privilege that’s tagged VIP. Use this field in list views, reports, and milestone criteria. The field isn’t on the default page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Salesforce sets the Is VIP User Impacted field when an incident is created and when the Reported By field changes. If you assign a privilege to an employee after their incident is created, the incident doesn’t reflect the change until it’s saved again with a different Reported By value. ## Prioritize Incidents for Employees with Privileges Use the standard flow templates to give incidents from privileged employees faster SLA targets and specialized routing. Each template checks whether the employee who reported the incident has a privilege that’s tagged VIP. Turn on service management privileges and assign a privilege that’s tagged VIP to at least one employee. See [Assign a Service Management Privilege to Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "Create and assign a service management privilege to employees so that records for privileged employees are prioritized by the IT team, whether they log the record themselves or an IT service rep logs it for them. When an employee with a privilege that’s tagged VIP reports an incident, a banner on the incident record tells fulfillers that the incident requires prioritized handling."). To use the entitlement template, SLA policies and entitlements must also be enabled for your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Flow templates don’t run on their own. Clone each template into a flow, and then activate the flow. 1. To give incidents from privileged employees faster response and resolution targets, create an SLA policy for incidents, add milestones, and activate the policy with an entitlement. See [Configure Your Own SLA Policies and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_sla_setup.htm&release=264.0.0&type=5 "Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services."). Copy the ID of the entitlement, because you need it in the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you set a milestone’s activation criteria to Rules without adding any conditions, the milestone never activates. Leave the activation criteria blank, or use a formula with the value true. 2. From Setup, go to **Flows**, and find the **Assign Incident Entitlement Based on Privilege** template. 3. Clone the template into a flow. 4. In the Update Incident element, enter the ID of the entitlement to assign. The template ships with this value blank. Until you set it, the flow doesn’t assign an entitlement. 5. Save and activate the flow. The flow runs when an incident is created or updated and no entitlement is attached yet. Attaching the entitlement is what starts the SLA milestones on the incident. To prioritize incidents for a privilege other than VIP, edit the condition in your cloned flow. 6. To route incidents from privileged employees to a specific queue or user, find the **Assign Incident Owner Based On Privilege** template, and clone it into a flow. 7. In the Update Incident Owner element, enter the ID of the queue or user to assign the incident to, and then save and activate the flow. This flow runs only when an incident is created, and only when the Reported By field contains a person account. If incidents from privileged employees don’t get an entitlement or an owner, check that you cloned the template into a flow and activated it, that you entered the entitlement, queue, or user ID, and that the employee has a privilege that’s tagged VIP. <!-- document id=e8a5fc5a6a149c1e332bbe132cfa54e0781768f8421cb12cd37a4aec36c9efce url=/admin/current/en-us/service/264-0-0/bots_service_enhanced.md --> # Set Up Enhanced Bots Build more secure, more personalized conversational experiences with Enhanced Bots. Connect an enhanced bot to enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels, and to Slack and the Einstein Bots API. Leverage the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files to your bot conversations—no workarounds required. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Differences between Standard and Enhanced Bots"> <caption>Differences between Standard and Enhanced Bots</caption> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e80">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e83">Standard Bots</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d12041e86">Enhanced Bots</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Conversation Routing</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Supported Channels</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Chat, Standard Messaging channels</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Enhanced Messaging channels, including: </p> <ul> <li>Enhanced Chat</li> <li>Enhanced Messaging for Facebook</li> <li>Enhanced Messaging for WhatsApp </li> <li>Bring Your Own Channel</li> <li>Bring Your Own Channel for CCaaS</li> </ul> <p style="margin-bottom:0;">Slack, Einstein Bots API v5 and later</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Inbound Routing: Connect your bot to channels to send messages to your bot</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Connections: One-to-one linking between channel and bot</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Omni-Channel Flow: Flexible linking between channel and bot. Conversations are dynamically routed to the bot, based on the business rules in the flow.</p> <p style="margin-bottom:0;">Use Connections to connect your enhanced bot to Slack and to the Einstein Bots API.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Outbound Routing: Transfer conversations from your bot</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 "> <p>Direct transfer: Sends a conversation directly to a specific standard bot, queue, or skill.</p> <p style="margin-bottom:0;">The Transfer to Agent Next Step and Transfer to Agent system dialog transfer the conversation to a service rep in the queue specified in the channel or deployment.</p> </td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Omni-Channel Flow: Dynamically sends a conversation to a service rep, bot, queue, or skill, based on the business rules in the flow. </p> <p>The Transfer to Agent Next Step and Transfer to Agent system dialog use the default outbound Omni-Channel flow specified on the Bot Overview page to route the conversation to an agent or bot, based on the business rules in the flow.</p> <p style="margin-bottom:0;">Supports direct transfer to another enhanced bot. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Creating a Bot</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Cloning</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Can be cloned as a standard bot or as an enhanced bot</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Can be cloned as an enhanced bot only</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Templates</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 "> <p>Creating a bot from a template: Supported</p> <p>Creating a template from a bot: Supported</p> <p style="margin-bottom:0;">A template is supported for either standard or enhanced bots, so available templates can vary between bot types.</p> </td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Creating a bot from a template: Supported</p> <p>Creating a template from a bot: Supported</p> <p>A template is supported for either standard or enhanced bots, so available templates can vary between bot types.</p> <p style="margin-bottom:0;">The <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_template.htm&release=264.0.0&type=5" title="Take a deep dive into the Einstein Bot Intro Template. You can learn how to create great bots by reviewing building tips, conversation design strategies, and bot flow. Create a bot to connect with sales, report an issue, and check the status of an issue or an order.">Intro Template</a> isn’t available out-of-the-box for enhanced bots. You can’t create an enhanced bot from the Intro Template, but you can clone a standard bot created from the Intro Template as an enhanced bot.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Blocks</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 "> <p>Creating a block from a dialog group: Supported</p> <p>Importing a block: Supported</p> <p style="margin-bottom:0;">A bot block is supported for either standard or enhanced bots, so available blocks can vary between bot types.</p> </td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Creating a block from a dialog group: Supported</p> <p>Importing a block: Supported</p> <p style="margin-bottom:0;">A bot block is supported for either standard or enhanced bots, so available blocks can vary between bot types.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Preview</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Rich Content Preview, Text Preview</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Text Preview</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Conversational Enhancements</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Rich Content</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Not supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 "> <p>Supports inbound files, outbound files</p> <p> Supports the following messaging components:</p> <ul> <li>Enhanced link</li> <li>Time selector</li> <li>Question with dynamic options*</li> </ul> <p>*The plain text Static and Dynamic Question dialog steps are supported for standard and enhanced bots.</p> <p style="margin-bottom:0;">The Einstein Bots API doesn’t support messaging components.</p> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Multi-Language Support</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Context Variables</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Chat Key, Contact Id, End User Id, Routable Id</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Contact Id, End User Id, Routable Id</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Options Menu</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Bot Response Delay</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Pre-Chat</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Post-Chat URLs</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for bots on Chat</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for bots on Enhanced Chat</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Smart Features</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Article Answers</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">NER: Exact Match, Entity Recognition</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">NLP: Intent Model, Intent Classification, Intent Recognition</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="text-align:center;vertical-align:top;" headers="d12041e80 d12041e83 d12041e86 ">Bot Reporting</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Goals</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Event Logs</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Standard Reports</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e80 ">Einstein Bots Value Dashboard</td> <td data-label="Standard Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e83 ">Supported for Einstein Bots customers with CRM Analytics</td> <td data-label="Enhanced Bots" class="slds-cell-wrap" style="vertical-align:top;" headers="d12041e86 ">Supported for Einstein Bots customers with CRM Analytics</td> </tr> </tbody> </table> - **[Create an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5)** Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot. - **[Route Conversations to and from Your Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route.htm&release=264.0.0&type=5)** Use Omni-Channel Flow to send conversations to and from your bot over enhanced Messaging channels. Or connect your enhanced bot to Slack or the Einstein Bots API on the Bot Overview page. - **[Use Pre-Chat with an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_prechat.htm&release=264.0.0&type=5)** Use an enhanced bot to gather important customer information and customize a conversation with a bot or service rep on Enhanced In-App Chat or Enhanced Web Chat channels. After you set up pre-chat for Enhanced Chat, create and map custom bot context variables to the Messaging Session object. - **[Boost Your Enhanced Bot with Structured Content](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_rich.htm&release=264.0.0&type=5)** Deliver richer bot conversations over enhanced Messaging channels and decrease service rep handle time with interactive, user-friendly structured content. Set up your enhanced bot to send a file, receive a file, or display an enhanced link. - **[Considerations for Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5)** Carefully review these considerations before setting up Enhanced Bots. <!-- document id=be55813d2a8a88a5c0549361a4a9ea8eb82cf06c4b37cb87db9d47de5e676196 url=/admin/current/en-us/service/264-0-0/cases_enhanced_case_merge.md --> # Set Up Enhanced Case Merge (Beta) Use Enhanced Case Merge to proactively suggest potential duplicate cases for case merge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Turn on Enhanced Case Merge (Beta) Follow these steps to turn on the Enhanced Case Merge (beta) feature, which proactively suggests potential duplicate cases for merging. 1. From Setup, in the Quick Find box, enter Case Merge and select **Case Merge**. 2. Select the **Merge cases with Enhanced Case Merge** checkbox. ## Create and Manage Duplicate Rules Define the business logic that identifies duplicate cases to move from manual, reactive cleanup to proactive prevention. Create, edit, activate, or deactivate rules to control when they are applied without deleting them. 1. From Setup, in the Quick Find box, enter Duplicate Rules, and then select **Duplicate Rules**. 2. Provide a unique rule name and a clear description of the logic. 3. Select a matching rule that will determine how duplicate cases are identified. 4. Set specific conditions that a case must meet before the rule executes. This step makes sure that merge logic runs only on relevant subsets of case data. ## Add the Duplicate Cases Component to Case Pages Add the proactive Duplicates Cases Lightning web component (LWC) to your case records. Once added, the component provides support reps with real-time suggestions, key case data, and a direct review and merge action. 1. Open a case record, click the Setup gear icon, and then select **Edit Page** to open the Lightning App Builder. 2. Locate the Duplicate Cases component in the Lightning Components list. 3. Drag the component onto the case record page. We recommend a prominent sidebar or the main activity area. 4. Save and activate the page. The component provides support reps with: - Real-time suggestions: Displays a list of potential duplicates dynamically queried based on active rules. - Key case data: Shows the case number, subject, contact, and date opened for each suggestion. - Review and merge: A direct button that initiates the merge window with the current case preselected as the primary case. <!-- document id=af2de2f893b9da75cdef984aa1e7b1393db61a42e8de7531c6fabaad9703791d url=/admin/current/en-us/service/264-0-0/pfs_enhanced_optimization_per_territory.md --> # Set Up Enhanced Optimization for Field Service Territories As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d107463e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d107463e66 ">To enable Enhanced Optimization Per Territory: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d107463e66 ">Customize Application </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you set up enhanced optimization for all or selected territories, make sure that you meet these requirements. - Field Service is enabled. - The latest version of the Salesforce Field Service managed package is installed. - Enhanced Scheduling and Optimization is enabled. To enable all service territories to use Enhanced Scheduling and Optimization, in Field Service Settings, select **Scheduling** | **General Logic** and then select **Use enhanced scheduling and optimization for all service territories**. Use Enhanced Scheduling and Optimization when service appointments or service resources don't have an associated service territory. In Field Service Settings, select **Scheduling** | **General Logic** and then check that **Use enhanced scheduling and optimization when there isn’t an associated service territory** is enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note All service appointment territories and service resource territories within the same optimization request, bulk schedule action, or any batch process that updates service appointments, must use the same optimization engine. A notification is shown when you’re running bulk operations such as global optimization with different territory optimization settings, because it can’t be determined which optimization engine to use. If you're using [Enhanced Scheduling and Optimization per territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_configure.htm&type=5&language=en_US), the operation you’re performing determines the selected optimization engine. - For service appointment operations (Drag and Drop, Get Candidates, Schedule, Unschedule, and Check Rules), the associated territory of the appointment determines the optimization engine. - For global optimization operations, the selected territory determines the optimization engine. - For resource absence operations (Drag and Drop, create new, and delete), the resource’s associated territory member determines the optimization engine. - **[Configure Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_configure.htm&release=264.0.0&type=5)** Configure your Enhanced Optimization per Territory settings and assign user permissions. - **[Limitations for Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&release=264.0.0&type=5)** All Limits and Limitations for Enhanced Scheduling and Optimization apply to Enhanced Optimization per Territory. #### See Also - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&release=264.0.0&type=5 "Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine.") - [Transition to Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_transition.htm&release=264.0.0&type=5 "Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality.") <!-- document id=5a05f7ea7b37f4cad0079e5ae5987d404975ef02b06e6ca7e7350d910c1bcfe8 url=/admin/current/en-us/service/264-0-0/enhanced_summaries_set_up.md --> # Set Up Enhanced Summaries Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Enhanced Summaries, make sure to [turn on Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&type=5&language=en_US). - **[Enable Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_enable.htm&release=264.0.0&type=5)** To get started, turn on Enhanced Summaries. - **[Set Up Enhanced Summaries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&release=264.0.0&type=5)** Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case. <!-- document id=9b7b875448864e2ce1eabb973cace44b00a3ff52aa519ca1567edc27df449f25 url=/admin/current/en-us/service/264-0-0/enhanced_summaries_case_setup.md --> # Set Up Enhanced Summaries for Case Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69877e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69877e57 ">To set up and manage Enhanced Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69877e57 "> <p>View Setup </p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Enhanced Summaries User permission set</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If Personally Identifiable Information (PII) is enabled for relevant fields, the case summary limit is 262,144 characters. If PII is disabled, the limit is 65,536 characters. 1. From Setup, in the Quick Find box, enter and select **Enhanced Summaries**. 2. On the Enhanced Summaries page, go to the Case tab in the Available Objects section. 3. Turn on the toggle for Case. ![The Enhanced Summaries page with the toggle for Case turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/enhanced_summaries/case_summaries_enable.png) 4. To create case summary configurations for a specific role, like service rep or supervisor, in the Set Up Case Summaries section, click **New Configuration**. 5. In the New Case Summary Configuration window, enter a name for your case summary configuration. Users select this configuration name in the Service Console to generate a case summary. A distinct name for each case summary configuration prevents confusion for users when making their selection. The Configuration API Name is auto-filled based on the name that you enter, which is uneditable. 6. Save your configuration. 7. Next, click the arrow next to your configuration name to define how case summaries are generated and presented. 8. In the Set Up Prompt and Grounding section, select an active case summary prompt. Only the case summary prompt type is available to select. The prompt provides instructions to the AI model on the format, tone, and information to extract for the case summary. 9. In the Set Up Grounding section, click Go to Grounding to turn on Grounding with Cases and select the required case fields for AI to ground on. See [Ground with Cases](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&type=5&language=en_US). 10. In the Set Up Summary Output section, select where you want to let users post case summaries—Case Feed, Case Comments, both, or none. When posted on case feed or case comments, all case viewers can see posted summaries, irrespective of their role or permissions. 11. Save your changes. 12. In the Give Users Access section, assign permissions to users to view the configuration. - To give permission to all users, select Assign to all users. - To give permission to users with specific permission sets, select Assign to users with selected permission sets. Select the custom permission sets from the Permission Sets column and click the right arrow to move them to the Selected Permission Sets column. You can select one or more custom permission sets. Users with any selected permission sets can access the configuration. 13. Save your changes. 14. Activate the case summary configuration. You can set up case summary configurations for different roles on your service team. To make changes to a case summary configuration, first deactivate it, then update as needed. - **[Add Enhanced Summaries Component to the Case Record Page](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_add_component.htm&release=264.0.0&type=5)** To use the Enhanced Summaries for cases in the Service Console, add the Enhanced Summaries component to the Case record page. <!-- document id=e57b9a8a99216b4402c68e5605aec2fb9000e55f474893a90da8460c0a299953 url=/admin/current/en-us/service/264-0-0/knowledge_ek_setup.md --> # Set Up Enterprise Knowledge Set up Enterprise Knowledge by using the guided setup on the Enhanced Knowledge Settings page in Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. The Set Up Enterprise Knowledge section guides you through all the steps required to set up Enterprise Knowledge. ## Step 1: Configure Agentforce Coworker To enable AI agents to search across your unified internal and external data and summarize information through natural language queries, click **Configure Coworker**. For instructions, see [Turn On Agentforce Coworker](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_aes_setup.htm&type=5&language=en_US). ## Step 2: Enable Enterprise Knowledge Turn on Enterprise Knowledge. ## Step 3: Set Up Data 360 Connectors and Data Streams Set up Data 360 Connectors, data streams, harmonization layouts, Data Lake Objects (DLOs), and Unstructured Data Lake Objects (UDLOs). For instructions, see [Content and Knowledge Harmonization](https://help.salesforce.com/s/articleView?id=data.c360_a_harmonize_content_for_consistent_viewing.htm&type=5&language=en_US). To secure and manage your data and content, you can use Data Governance in Data 360. Learn more in [Data Governance in Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_data_gov_capabilities.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you use companion orgs, set up your Data 360 connectors, data streams, and harmonization layouts in your home org. ## Step 4: Set Up Search Index and Query Configuration To make your content searchable and to show the most relevant information in the search results, configure the search index and query configuration. See [Configure Search Settings to Optimize Your Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_search_settings.htm&release=264.0.0&type=5 "To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results."). ## Step 5: Add Enterprise Knowledge Component and Related Lists to Lightning Record Pages Go to the Lightning App Builder to add the Enterprise Knowledge Component and the Enterprise Knowledge Articles Related List to your Lightning Record page. See [Add the Enterprise Knowledge Component to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_component.htm&release=264.0.0&type=5 "The Enterprise Knowledge component offers a streamlined search, sourcing information from both Salesforce Knowledge and external harmonized content in Data 360."). Add Related lists to your Lightning Record page layout. See [Add Related Lists to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_add_related_list.htm&release=264.0.0&type=5 "You can add the Enterprise Knowledge Articles related list to show external harmonized content from Data 360 attached to records and the Standard Knowledge Articles related list (formerly Articles related list) to show native Salesforce knowledge articles attached to records."). ## Step 6: Show Agentforce Answers in Enterprise Knowledge Component To show AI-generated answers from your knowledge articles inside the Enterprise Knowledge component, turn on **Show Agentforce Answers in Enterprise Knowledge Component**. Service reps see suggested answers and the source articles in the component, which helps them resolve cases faster. See [Turn On Agentforce Answers for Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_agentforce_answers_setup.htm&release=264.0.0&type=5 "Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Agentforce Answers is a paid feature. To understand how charges are applied to your account, see [Agentforce Conversations](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_conversations.htm&language=en_US&type=5) and [Flex Credits](https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&language=en_US&type=5). - **[Turn On Agentforce Coworker](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_aes_setup.htm&release=264.0.0&type=5)** Turning on Agentforce Coworker is largely done automatically for you. The steps can take a little while to process. If you missed any pre-enablement steps, there's a warning on the Setup page with instructions for completing the steps, and you can't activate Agentforce Coworker until you complete them. - **[Configure Search Settings to Optimize Your Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_search_settings.htm&release=264.0.0&type=5)** To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results. - **[Add the Enterprise Knowledge Component to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_component.htm&release=264.0.0&type=5)** The Enterprise Knowledge component offers a streamlined search, sourcing information from both Salesforce Knowledge and external harmonized content in Data 360. - **[Add Related Lists to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_add_related_list.htm&release=264.0.0&type=5)** You can add the Enterprise Knowledge Articles related list to show external harmonized content from Data 360 attached to records and the Standard Knowledge Articles related list (formerly Articles related list) to show native Salesforce knowledge articles attached to records. - **[Turn On Agentforce Answers for Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_agentforce_answers_setup.htm&release=264.0.0&type=5)** Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component. #### See Also - [_Salesforce Help_: Use the Enterprise Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&type=5&language=en_US) <!-- document id=ece5bc6cba0fcfb599ab91fba015f9b3a653bd785ddddf1268a4e5b6bca55546 url=/admin/current/en-us/service/264-0-0/it_srvcs_enterprise_kwldg_setup.md --> # Set Up Enterprise Knowledge for IT Services Turn on Enterprise Knowledge to connect your IT service desk to external knowledge sources. Use Salesforce Go to turn on the feature, and then complete the configuration on the Enhanced Knowledge Settings page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Confirm that Data 360 is enabled and that Lightning Knowledge is turned on. See [Set Up Knowledge Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&release=264.0.0&type=5 "Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services."). Review the [limitations for Enterprise Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_limitations.htm&type=5&language=en_US) before turning it on. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Though the existing documentation talks about setting up Enterprise Knowledge for Service Cloud and the Case object, apply the same concepts to the Incident object in Agentforce IT Service. 1. Turn on Enterprise Knowledge for Agentforce IT Service using Salesforce Go. 1. Go to **Salesforce Go** and search for Enterprise Knowledge for IT Service. 2. Enable **Turn on Enterprise Knowledge for IT Service**. 3. In the **Set Up the Basics** section, click **Go to Setup** next to **Configure Enterprise Knowledge Settings**. The Enhanced Knowledge Settings page opens. 2. On the Enhanced Knowledge Settings page, complete the steps in the Set Up Enterprise Knowledge section. 1. [Configure Agentic Enterprise Search](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_aes_setup.htm&type=5&language=en_US) so AI agents can search and summarize your internal and external data. 2. Enable the toggle for **Turn on Enterprise Knowledge**. 3. Set up Data 360 Connectors, data streams, harmonization layouts, Data Lake Objects (DLOs), and Unstructured Data Lake Objects (UDLOs) to ingest your external knowledge sources into Data 360 and harmonize them into a consistent schema. See [Content and Knowledge Harmonization](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_harmonization.htm&type=5&language=en_US). To secure and manage your data and content, you can use Data Governance in Data 360. See [Data Governance in Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_data_governance.htm&type=5&language=en_US). 4. Set up the search index and query configuration to make your content searchable and surface the most relevant results. See [Configure Search Settings to Optimize Your Search Results](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_search_settings.htm&type=5&language=en_US). 5. Add the Enterprise Knowledge component to the **Incident** record page so IT support reps can search and link external articles and draft knowledge articles directly from incidents. See [Add the Enterprise Knowledge Component to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_component.htm&type=5&language=en_US). 6. Add the **Enterprise Knowledge Articles** related list to the Incident record page so linked external articles are visible in context. See [Add Related Lists to Your Lightning Record Page](https://help.salesforce.com/s/articleView?id=service.knowledge_ek_add_related_list.htm&type=5&language=en_US). <!-- document id=92c9bdc8ef1a8eb2ac1b55d7eb1fba0d42da95e3e43fbcfe486433c261729df1 url=/admin/current/en-us/service/264-0-0/entitlements_setting_filtered_lookups.md --> # Set Up Entitlement and Asset Lookup Filters on Cases Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d179896e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e58 ">To set up entitlement-related lookups on cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e58 ">Manage Entitlements</td> </tr> </tbody> </table> For example, when experience users create a case and use the lookup on the Entitlement Name field, you can set up lookup filters so they can choose only entitlements registered to their account or contact. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. Choose the item(s) you'd like returned in the lookup fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d179896e119">Lookup Field on Cases</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d179896e122">Click...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d179896e125">To Return...</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Lookup Field on Cases" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d179896e119 "><samp class="parmname">Asset</samp></td> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Same account on the case</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 "> <p>Assets registered to the account on the case.</p> <div> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-tip"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png" alt="Tip"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Tip</span> If you want the lookup field to return all assets that share an account with the case, select only this option.</div> </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Same contact on the case</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Assets registered to the contact on the case.</td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Entitlements on the case's account</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Assets associated with entitlements that belong to the case’s account.</td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Entitlements on the case's contact</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 "> <p>Assets associated with entitlements related to the case’s contact.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> In Lightning Experience, the Entitlements related list isn’t available on Contacts.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Lookup Field on Cases" class="slds-cell-wrap" rowspan="4" style="vertical-align:top;" headers="d179896e119 "><samp class="parmname">Entitlement</samp></td> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Active status</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Entitlements with an Active <samp class="parmname">Status</samp>.</td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Same account on the case</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Entitlements associated with the account on the case.</td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Same asset on the case</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Entitlements associated with the asset on the case.</td> </tr> <tr class=""> <td data-label="Click..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e122 "><samp class="parmname">Same contact on the case</samp></td> <td data-label="To Return..." class="slds-cell-wrap" style="vertical-align:top;" headers="d179896e125 ">Entitlements associated with the contact on the case.</td> </tr> </tbody> </table>Choosing multiple items acts as an AND function, so the more items you select, the more it restricts the options returned. For example, choosing Same account on the case and Same contact on the case means the Asset lookup field only returns assets registered to both the account and the contact on the case. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Choose items that match the way your support reps verify support eligibility. For example, choose the account-related items if your support reps verify support eligibility based on accounts. 3. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Equivalent lookup filters aren’t available for work orders. <!-- document id=008684c99095789d6c50ad6e50332e056b8c37a4ac78ebbc1cbafc862d4b535e url=/admin/current/en-us/service/264-0-0/entitlements_impl_partportal.md --> # Set Up Entitlement Management in Experiences Add entitlement management to your experiences to let customers or partners view their entitlements and service contracts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39173e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">To create, customize, or activate a experience: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">Create and Set Up experiences AND is a member of the experience they’re updating</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">To set up entitlement management: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">Manage Entitlements</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">To assign user licenses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39173e58 ">Manage Internal Users</td> </tr> </tbody> </table> Follow these steps to expose entitlements or service contracts in an experience. These objects are supported only in experiences built using Salesforce Tabs + Visualforce, and can’t be added to Lightning Experiences. 1. Update user profiles. 1. Clone the Customer Experience User, Customer Experience Plus User, or Partner Experience User profiles and enable the “Read” permission on entitlements and/or service contracts. Remember to click **Edit Profiles** at the bottom of the detail page to activate the new profiles. 2. Optionally, on the profiles of delegated experience moderators, enable the “Create” and “Delete” permissions on entitlement contacts. This lets moderators update entitlement contacts. 3. Verify that the tab visibility for the Entitlements and/or Service Contracts tabs is Default On. 2. Add the Entitlements and/or Service Contracts tabs to the experience. 3. Add the Entitlement Name field to case and work order page layouts assigned to experience users. This lets users add entitlements to cases and work orders. To avoid exposing your internal support processes, we recommend not adding the following fields to case and work order page layouts for experience users: - Entitlement Process Start Time - Entitlement Process End Time - Stopped - Stopped Since 4. Optionally, add the Entitlements related list to account and contact page layouts assigned to experience moderators. This lets moderators create cases automatically associated with the right entitlements. <!-- document id=546846ca0031cf262d3ad7dc1755af058ead525f64bc9f7d648676e526fa4583 url=/admin/current/en-us/service/264-0-0/entitlements_process_setting_up.md --> # Set Up Entitlement Processes Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. **[Create an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_create.htm&release=264.0.0&type=5)** Create an entitlement process to give support reps a timeline of required steps to follow when solving support records. Each process includes the logic necessary to determine how to enforce the correct service level for your customers. 2. **[Customize Entitlement Process Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_process_fields.htm&release=264.0.0&type=5)** If you intend to use entitlement processes in your Salesforce org, customize page layouts to ensure that support reps can see and interact with entitlement processes. 3. **[Add a Milestone to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_adding_sla.htm&release=264.0.0&type=5)** Add milestones to entitlement processes to define required steps in your support process. 4. **[Add a Milestone Action to an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_actions.htm&release=264.0.0&type=5)** Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones. 5. **[Apply an Entitlement Process to an Entitlement](https://help.salesforce.com/s/articleView?id=service.entitlements_process_apply.htm&release=264.0.0&type=5)** You’ve created an entitlement process; now it’s time to use it! Apply an entitlement process to a customer’s entitlement so all support records linked to the entitlement use that process. #### See Also - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") <!-- document id=0e1ff7ddcb85cdfac634e87c622a2f6e2f6848672ae4d60e3b320d3993508aad url=/admin/current/en-us/service/264-0-0/entitlements_setting_up.md --> # Set Up Entitlements Entitlements are units of customer support in Salesforce, such as “phone support” or “web support”. Set up entitlements in your Salesforce org to help support reps determine whether a customer is eligible for support. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). 1. **[Enable Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_enabling.htm&release=264.0.0&type=5)** Enable entitlements in your Salesforce org to help support reps deliver the correct service level to your customers. 2. **[Customize Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_customize.htm&release=264.0.0&type=5)** Customize entitlement fields and page layouts based on your business needs and how your support reps work. 3. **[Set Up Entitlement and Asset Lookup Filters on Cases](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_filtered_lookups.htm&release=264.0.0&type=5)** Set up lookup filters on entitlement-related case fields to restrict the entitlements that users can select on a case. 4. **[Give Users Access to Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_giving_users_access.htm&release=264.0.0&type=5)** After you set up entitlement management, make sure that users have the appropriate user permissions, field access, and tab access. 5. **[Set Up an Entitlement Template](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_templates.htm&release=264.0.0&type=5)** Entitlement templates let you predefine terms of support that users can add to products. 6. **[Automatically Add Entitlements to Cases from Web, Email, and Experiences](https://help.salesforce.com/s/articleView?id=service.entitlements_auto_add.htm&release=264.0.0&type=5)** Entitlements don’t automatically apply to cases created using Web-to-Case, Email-to-Case, or experience. However, you can add entitlements to these features using Apex code. 7. **[Report on Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_impl_report.htm&release=264.0.0&type=5)** Use custom report types to define report criteria that users can use to run and create reports on entitlements, service contracts, and contract line items. 8. **[Create Custom Reports with the Case Milestones Report Type](https://help.salesforce.com/s/articleView?id=service.entitlements_create_custom_reports.htm&release=264.0.0&type=5)** Create custom reports for cases with or without milestones from scratch to suit your business needs with the Case Milestones report type. This report type helps you generate reports related to case milestone fields, enabling you to track and analyze SLA violations and entitlements efficiently. This report type also helps you analyze how an SLA has performed in the past, so you can make decisions more easily. <!-- document id=052bcfb8ea56858992a6ec37bbc5a0fec4915dc972e25dc9c61fcf59bf61ae2d url=/admin/current/en-us/service/264-0-0/rules_escalation_create.md --> # Set Up Escalation Rules Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d107417e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d107417e58 ">To create or edit escalation rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d107417e58 ">Customize Application</td> </tr> </tbody> </table> Before you get started: - If you want to assign cases to queues, create queues. - If you want to send notification emails when a case escalates, create email templates. - Create business hours on the Business Hours page in Setup to indicate when your support team is available. Escalation actions only run during the business hours with which they are associated. Orgs typically use one escalation rule that consists of multiple rule entries. For example, your standard case escalation rule could have two entries: cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours. 1. From Setup, enter Escalation Rules in the Quick Find box, then select **Escalation Rules**. 2. Create the escalation rule. 1. Click **New** and name the rule. Specify whether you want this rule to be the active escalation rule. You can have only one active escalation rule at a time. 2. Click **Save**. 3. On the Case Escalation Rules page, select the rule that you want to work with. The rule detail page is displayed. 4. Create the rule entries. Rule entries define the criteria used to escalate the case. In the Rule Entries section, click **New**. For each rule entry, you can specify: - Order in which rule entries are evaluated - Criteria for escalating a case - How business hours affect when cases escalate - How escalation times are determined 5. Click **Save**. The Escalation Actions page is displayed. 6. Define the escalation actions. Escalation actions specify when the case escalates and what happens when the case escalates. You can add up to five actions for each rule entry to escalate the case over increasing periods of time. In the Escalation Actions section, click **New**. For each escalation action, you can: - Specify when the case escalates: In the Age Over field, enter the number of hours after which a case escalates if it hasn’t been closed. You can enter the number of hours and either 0 minutes or 30 minutes. For example, 1 hour and 0 minutes or 1 hour and 30 minutes. - Reassign the case to another user or queue, and select an email template that sends the new assignee (the new case owner) a notification email. - Send notification emails to other users, the current case owner, or other recipients. 7. Click **Save**. Salesforce processes each rule entry in order until it finds a match between the case attributes and the rule entry criteria. When it finds the first match, it escalates the case. - **[Planning for Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_best_practices.htm&release=264.0.0&type=5)** Your organization may have a process for escalating cases that remain open beyond a specified period of time. To automate the process of escalating cases, create an escalation rule that specifies what actions to take when cases are not resolved within a designated length of time. - **[Escalation Actions](https://help.salesforce.com/s/articleView?id=service.rules_escalation_actions.htm&release=264.0.0&type=5)** Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support rep (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients. - **[Escalation Rule Entries](https://help.salesforce.com/s/articleView?id=service.rules_escalation_rule_entry.htm&release=264.0.0&type=5)** Escalation criteria specify the conditions under which a case escalates. We store your criteria in a rule entry. #### See Also - [Monitoring the Case Escalation Rule Queue](https://help.salesforce.com/s/articleView?id=service.rules_viewing_escrules_queue.htm&type=5&language=en_US) <!-- document id=a4fad5a833128091056050ab9abe202db577b6e660a17a0f4126c0a1474bf7da url=/admin/current/en-us/service/264-0-0/it_srvcs_cal_set_up_it_service_cal.md --> # Set Up Event Types for the IT Service Calendar Admins define event types, such as maintenance windows or moratoriums, to schedule and track on the IT Service Calendar. Multiple events of the same type can be created and managed by your IT team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d128170e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d128170e72 ">To manage event types: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d128170e72 ">Create and Edit access on Event Type</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter IT Service Calendar, and then select **IT Service Calendar**. 2. Create an event type. 1. Click **New**. For example, create an event type for a moratorium period. 2. Enter a name and an optional description for the event. 3. To identify the event type on the calendar, select a color. 4. To make the event type available for scheduling, select **Add and activate on calendar**. 5. Save your changes. 3. Deactivate an event type. 1. Click the down arrow next to the event type name, and select **Edit**. 2. Clear **Add and activate on calendar**. 3. Save your changes. <!-- document id=3c64ba920845760e11b18a1e804cf20cdd1e1a1e055c435dbc452046117859b0 url=/admin/current/en-us/service/264-0-0/safety_cloud_occasions_intro.md --> # Set Up Events with Occasions Safety Cloud comes with an Occasion Object data model that allows you to create Health Verification configurations specific to an event. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions</td></tr></tbody></table> Workers are heading back to offices and businesses are holding in-person events again. However; viruses and variants are still around, new treatments and tests are being developed, and guidelines and recommendations change constantly and can vary by region. To ensure the safety of workers and event attendees, you need a health verification process that is flexible, reliable, and verifiable. With Safety Cloud Health Verification, you can: - Create Health Verification forms that are relevant and specific to an Occasion and which present and collect the required criteria for participating in or attending the occasion. - Set a window of time for access and QR code generation based on a comparative date-time analysis of the occasion date and a laboratory test date. - Customize labels and add company logos or other images to your Health Verification form. - Set up and define Occasion-specific email communications for employees and event attendees. ## Occasions and the Occasion Object In Safety Cloud, events such as a company kickoff or remote employees returning to the workplace, are referred to as Occasions. Because health requirements can vary by Occasion, you need the flexibility to create occasion-specific health verifications. With the Safety Cloud Occasion Object data model, you can run and manage Health Verifications for each Occasion simultaneously from a single org. In Safety Cloud, Health Verification configurations consist of an Occasion object and its child objects. The child objects include the configuration settings that control various aspects of Health Verification for the Occasion. Aspects such as the layout of the Health Verification form, criteria for generating QR codes to access an event, and email communications with event attendees. ![Diagram of Safety Cloud Occasion Object Data Model](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/safety_cloud_img_occasion_data_model.png) To create Health Verification for an Occasion, you must configure the Occasion Object and its associated child objects, as explained in these Salesforce Help articles. - **[Create an Occasion](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_object_setup.htm&release=264.0.0&type=5)** Use the Occasion Object that comes with Safety Cloud to create Health Verification configurations specific to an event. - **[Create an Occasion Setting](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_settings_setup.htm&release=264.0.0&type=5)** Use Occasion Settings to specify the details of the Health Verification form and the Health Verification records that Safety Cloud creates when a user submits the form. - **[Create Occasion Access Settings](https://help.salesforce.com/s/articleView?id=service.safety_cloud_occasion_access_settings.htm&release=264.0.0&type=5)** Use Occasion Access Settings to specify the date range for which the QR code is valid. Also use it to specify the type of test or vaccination combinations required for generating a QR code URL and adding it to the Health Verification record. - **[Set up a Digital Experience Site with the Health Verification Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_digital_ex_site_setup_hv.htm&release=264.0.0&type=5)** The Safety Cloud Template package includes an LWC component that contains the Health Verification form. If you installed the Template Package, you must set up the Digital Experience to host the LWC component on an unauthenticated site so your users can access it. #### See Also - [Define the Send Definitions Configured in Marketing Cloud Engagement](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_define_send_defintions_mc.htm&release=264.0.0&type=5 "Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects.") <!-- document id=e481cbb64e912db75c9bd3554513fc09bb8fca67c7047333273699ade72419bc url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_evidence_mgmt.md --> # Set Up Evidence Management for IT Compliance Set up Evidence Management for IT Compliance to configure how IT teams and employees manage audit artifacts. Turn on the feature, assign permission sets, connect external storage, and optionally configure SLAs, notifications, stage management, and other advanced controls. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28380e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28380e74 ">To set up Evidence Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28380e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> 1. From Setup, enter Salesforce Go in the Quick Find box, and then select **Salesforce Go**. 2. Find the **Evidence Management for IT Compliance Audits** tile and select **Keep Going**. 3. Turn on the **Turn on Evidence Management for IT Compliance Audits** toggle at the top of the page. Evidence Management is enabled in your org and the required steps below become actionable. 4. Complete the required and optional setup steps in the sections that follow. ## Manage User Access Assign permission sets to auditors and admins who configure the system, compliance fulfillers who handle requests internally, and employee fulfillers who provide evidence from the IT Service employee portal. 1. On the Evidence Management for IT Compliance Audits setup page, select **Manage** next to **Manage User Access**. 2. Select the tab for the permission set you want to assign. The available permission sets are: - Compliance Admin permission set: Assign to audit managers and compliance officers who create audits, create evidence requests, and verify submitted artifacts. - IT Compliance Fulfiller permission set: Assign to internal users who work in the Evidence Hub app to upload artifacts and respond to evidence requests. - IT Compliance Submitter permission set: Assign to employees who fulfill evidence requests from the IT Service employee portal. This permission set is included in the IT Compliance Employee Permission Set License. 3. Select the users you want to assign the permission set to and select **Assign**. 4. Repeat for the other permission sets. Each tab shows the number of users currently assigned to that permission set, and the license card shows how many permission set licenses you've used out of the total available. You can also assign these permission sets from the standard Permission Sets and Permission Set Groups pages in Setup if you prefer to manage assignments outside Salesforce Go. ## Set Up Files Connect Connect Salesforce to external file sources such as Google Drive, OneDrive, and SharePoint so that fulfillers can attach evidence artifacts directly from those sources, without having to download and re-upload the files. Files Connect is a standard Salesforce platform feature. Once it's enabled and your external data sources are configured, the sources appear automatically in the file picker on every Compliance Evidence Artifact record. 1. On the Evidence Management for IT Compliance Audits feature page, select **Go to Setup** next to **Set Up Files Connect**. 2. On the **Files Connect Settings** page, enable **Files Connect** and adjust the file sharing and link conversion settings to suit your org's policies. 3. Add and authenticate the external data sources you want fulfillers to be able to attach files from. For detailed instructions on configuring Files Connect and external data sources, see [Salesforce Files Connect](https://help.salesforce.com/s/articleView?id=experience.collab_admin_files_connect.htm&language=en_US) in Salesforce Help. ## Turn On Evidence Artifact Download from Evidence Viewer By default, evidence artifacts are reviewed inline in the evidence artifact previewer and can't be downloaded. Turn on this setting if your compliance process requires authorized users to be able to download artifact files from the previewer. Keeping downloads off is the more conservative choice — it reduces the risk that copies of sensitive evidence end up outside the system of record. Turn downloads on only if your auditors need offline copies of the evidence. On the Evidence Management for IT Compliance Audits setup page, turn on the **Turn On Evidence Artifact Download from Evidence Viewer** setting. Authorized users can now download artifact files directly from the evidence artifact previewer. ## Unlock Advanced Functionality The advanced settings let you tighten data quality, customize the evidence types your org uses, and integrate Evidence Management with the standard IT Service automation capabilities like SLAs, notifications, and stage management. All of these settings are optional — turn on only what your compliance program needs. 1. Create date validation rules on the Compliance Audit and Compliance Evidence Request objects. Use validation rules to enforce timeline rules like "Audit Execution End Date can't be earlier than Audit Execution Start Date" or to block the creation of records with invalid data. Select **Go to Setup** next to **Create Date Validation Rule** to open the standard Validation Rules page in Object Manager. 2. Manage evidence request types. The **Type** picklist on the Compliance Evidence Request object controls how requests are classified — for example, **Documentation**, **Inquiry**, **Observation**, **Configuration**, or **Implementation Details**. Add, deactivate, or rename values from Object Manager to match your audit program's taxonomy. 3. Define rules and criteria for evidence records using stage management. Stage management lets you define stages and step-level criteria for Compliance Evidence Requests and Compliance Evidence Artifacts, so records move through your defined workflow in a consistent, controlled way. To learn how stage management works in IT Service, see [Stage Management for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_stage_mgmt.htm&release=264.0.0&type=5 "Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish."). 4. Manage compliance service level agreements. Set up SLA policies and milestones on evidence requests so the system can track due dates, escalate at-risk requests, and report on compliance to internal SLAs. For details on how SLAs work in IT Service, see [How Operational Level Agreements and Service Level Agreements Are Used in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_ola_agreements.htm&release=264.0.0&type=5 "Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services."). 5. Set up notification channels. Multi-channel notifications keep evidence fulfillers, assignees, and compliance reviewers informed when an evidence request is submitted, rejected, or reassigned to them. Evidence Management ships with notifications such as **Evidence Submitted Notification**, **Evidence Notification for Rejected Requests**, and **Compliance Evidence Request Notification**, which you can enable across email, in-app, Slack, and Teams channels. For details on configuring notification channels, see [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records."). ## Provision Your Org with Sample Data Populate your org with sample compliance audits, evidence requests, and artifacts so your team can safely explore and validate your Evidence Management configuration before going live. Sample records include compliance audits for ISO 27001 and PCI-DSS frameworks, plus common evidence requests prefixed with \[SAMPLE\] so they're easy to identify and clean up later. 1. On the Evidence Management for IT Compliance Audits feature page, select **Deploy** next to **Deploy Sample Data**. 2. Select which kinds of sample data you want to load — sample compliance audits, sample evidence requests, or both. 3. Confirm the deployment. Sample records are added to your org. They appear in the Evidence Hub app prefixed with \[SAMPLE\]. <!-- document id=78e9de73e6486d8f3c609d5ef6df2d946f5b3c3b710f41a1897843e068c9e085 url=/admin/current/en-us/service/264-0-0/prep_omni_for_swarming.md --> # Set Up Expert Finder for Swarming Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Omni-Channel routes work requests to the most available support reps in your Lightning console. And with skills-based routing, your contact center can route work to the support reps who are the best fit for the job. ![Omni-Channel routing infographic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/omni_swarming.png) In Swarming, these tools work together to ensure that collaboration requests go to the experts best equipped to resolve them. ![Graphic showing the steps to set up Expert Finder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarming_omni_steps.png) To get the most out of Swarming, set up Omni-Channel and skills-based routing with these licenses. - Enable Chat - Service Desk - Service Cloud User Feature License - Flow User Feature License #### See Also - [Set Up Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_intro.htm&type=5&language=en_US) - [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US) ## Set Up Skills and Service Resources for Swarming Service resources reflect individual support reps. Create a service resource to represent the different types of support reps that can use Swarming. For example, one resource can represent a support rep with Python and Perl skills, while another represents a support rep who’s a product expert that speaks Spanish. When configuring the service resource, make sure that Skill Level is enabled for the service resources in the Skill or Requirement object. 1. [Check that Omni-Channel is enabled](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). 2. Enable skills-based routing to route swarms to the right experts. 3. [Add the Omni-Channel utility](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) to the Service Console app. 4. [Create service resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US) for swarming support reps. ![New Service Resource](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_service_resource.png) 5. [Create skills for swarming agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&type=5&language=en_US), such as Python or French. 6. From the swarming service resource, [assign the relevant skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&type=5&language=en_US). ![Service Resource Skills related list on the Service Resource record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_python_service_resource_skill.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you don’t see the Skills related list on the Service Resource, add the Skills related list to the page layout. #### See Also - [Create Service Resources for Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US) ## Set Up Presence Configurations for Swarming To route swarms to experts only when they have capacity, configure Swarming-specific presence configurations. Presence configurations determine how much capacity your support reps have and the Omni-Channel behaviors that they can access while they assist customers. Make sure that Allow Agents to Decline Requests is selected when you create a default presence configuration for your support reps. 1. [Create a Swarming presence configuration and assign it to your Swarming users](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&type=5&language=en_US). 2. [Define your presence configuration’s capacity rules and settings](https://help.salesforce.com/s/articleView?id=service.service_presence_configuration_settings.htm&type=5&language=en_US). #### See Also - [Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&type=5&language=en_US) ## Create a Swarming Service Channel Create a Swarming service channel to route swarm request records to the right support reps. 1. From Setup, in the Quick Find box, enter Omni-Channel, and then select **Omni-Channel Settings**. 2. To route swarm requests to experts only when they’re available to help, [enable a status-based capacity model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&language=en_US). 3. From Setup, in the Quick Find box, enter Service Channels, and then select **New**. 4. Enter a name for your swarming channel, such as Swarming. 5. For Salesforce Object, select **Swarm Member**. 6. For Capacity Model, select **Status-based**. 7. For Status Field, choose **Status**. 8. Set Values for In-Progress to **New** and **In Progress**. 9. Select **Check agent capacity on reopened work items** and **Check agent capacity on reassigned work items**, and then save your changes. ![Service channel setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/service_channels.png) #### See Also - [Create Service Channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&type=5&language=en_US) ## Set Up Presence Statuses and Permission Sets for Swarming Use presence statuses to indicate whether a user is online and available to receive swarm requests, or away or offline. With Swarming, your support reps can use presence statuses to enhance the skills-based swarm requests sent through Expert Finder. You can use permission sets to extend support reps’ functional access without making any lasting changes to their profiles. Support reps need two presence statuses for swarming. - **Available** If you have multiple channels available such as Swarm Request, Available-Case, this status can be specific to a particular channel. Or it can be a single status that groups multiple channels such as Available for all channels. - **Busy** This status always applies to all available channels unless otherwise specified. 1. Create an Available for Swarming presence status and set the channel to Swarm Channel. ![Swarming presence status and Swarming channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_presence_status.png) 2. Create an Unavailable for Swarming Busy presence status. 3. Add the presence statuses to the Swarming, Slack Service User, or custom permission sets. 4. Save your changes. #### See Also - [Create Presence Statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&type=5&language=en_US) - [Create Permission Sets](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&type=5&language=en_US) ## Set Up Trigger Flow for Swarming with Expert Finder To add members to a swarm with Expert Finder, powered by Omni-Channel skills-based routing, configure the Support Rep Workflow Trigger flow in Setup. 1. From Setup, in the Quick Find box, enter Process Automation Settings, and then select **Process Automation Settings**. 2. Choose a default workflow user, and then save your work. This username is displayed when the user who triggered the rule isn’t active. ![Process automation settings page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/trigger_flow.png) 3. Save your changes. 4. (Optional) To customize the trigger flow, make and activate a clone. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Select **Agent Workflow Trigger** from the list of flows, and then click **Save As** to make a clone. 3. Enter a name for your new flow, and then save your work. 4. To turn it on, open the cloned trigger flow in Flow Builder, and select **Activate**. #### See Also - [Designate Default Workflow User](https://help.salesforce.com/s/articleView?id=platform.workflow_defaultuser.htm&type=5&language=en_US) <!-- document id=5193c2c3a9ec972adb0c57ee660a92294e1faea58b46c5d84f64c110746adb3e url=/admin/current/en-us/service/264-0-0/voice_external_id.md --> # Set Up External ID For additional security, you can generate a unique external ID for your AWS account. When you enable an external ID, Salesforce Voice (formerly Service Cloud Voice) can assume all cross-account management roles, including the provisioning role if used, and perform contact center admin actions in your AWS account only after external ID validation. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> The external ID is valid for all the cross-account management roles associated with your Amazon contact center type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69379e70">Amazon Contact Center Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69379e73">External ID Applicable for Roles</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Amazon Contact Center Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e70 ">Partner Amazon Contact Center with a New Amazon Connect Instance</td> <td data-label="External ID Applicable for Roles" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e73 "> <ul> <li>SCVProvisioningRole</li> <li>AmazonConnectManagementRole</li> <li>InstanceRecordingRole</li> <li>SCVS3Role</li> </ul> </td> </tr> <tr class=""> <td data-label="Amazon Contact Center Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e70 ">Partner Amazon Contact Center with an Existing Amazon Connect Instance Integrated by Salesforce</td> <td data-label="External ID Applicable for Roles" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e73 "> <ul> <li>SCVProvisioningRole</li> <li>AmazonConnectManagementRole</li> <li>InstanceRecordingRole</li> <li>SCVS3Role</li> </ul> </td> </tr> <tr class=""> <td data-label="Amazon Contact Center Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e70 ">Partner Amazon Contact Center with an Existing Amazon Connect Instance Integrated by You through XML import</td> <td data-label="External ID Applicable for Roles" class="slds-cell-wrap" style="vertical-align:top;" headers="d69379e73 "> <ul> <li>AmazonConnectManagementRole</li> <li>UpdateCredentialRole</li> <li>InstanceRecordingRole</li> <li>SCVS3Role</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When you create or update an external ID, the external ID is valid only if you add it to the Trust Relationships policy for all the cross-account management roles, including the provisioning roles if used, in your AWS account. If you use the same IAM role ARN across multiple Salesforce orgs, the external ID mapped to the IAM role ARN in one org isn't accessible in a different org. In this case, each time you perform an action that requires a cross-account role in an org, update the external ID and save it in the Trust Relationships of all cross-account roles in your AWS account. Then use this external ID for performing the contact center admin actions. To disable the external ID for an AWS account, use the Configure External ID option in the Salesforce Voice setup page. ## Set Up External ID for a New Contact Center While creating a contact center, you can configure an external ID if you haven't created any other contact center in the org that uses the AWS account associated with the selected IAM role ARN. While creating a Partner Amazon Contact Center with your existing Amazon Connect instance, you can configure an external ID for the AWS account as described in [Use an Existing Amazon Connect Instance Integrated by Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa_auto.htm&type=5&language=en_US). While creating a Partner Amazon Contact Center with a new Amazon Connect instance, you can configure an external ID for the AWS account as described in [Use a New Amazon Connect Instance](https://help.salesforce.com/s/articleView?id=service.voice_new_byoa.htm&type=5&language=en_US). ## Set Up External ID for an Existing Contact Center You can use the Configure External ID option on the Salesforce Voice setup page to create, update, or disable the external ID for your AWS account. To use the configure external ID option, you must have a Partner Amazon Contact Center created with a new or existing Amazon Connect instance integrated by Salesforce, or with an existing Amazon Connect instance integrated by you through XML import by providing either one of the AmazonConnectManagementRole, UpdateCredentialRole, InstanceRecordingRole, or SCVS3Role roles. To generate or update external ID, use the Configure External ID option in the Service Cloud Voice setup page. ![configure external id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_external_id.png) - Select the AWS account ID, and click Generate.![generate external id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ex_id_gen.png) - Save the external ID, and add the generated external ID in the Trusted Relationships in your AWS account. In your AWS account, add the external ID to all the management roles in the JSON file corresponding to the IAM role ARN. You can also use the Configure option to disable the external ID for an AWS account. Select the AWS account, and disable the External ID for the AWS account. Save the changes. #### See Also - [Amazon Documentation: External ID](https://aws.amazon.com/blogs/security/how-to-use-external-id-when-granting-access-to-your-aws-resources/) - [Amazon Documentation: Access to AWS accounts owned by third parties](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_roles_common-scenarios_third-party.html) <!-- document id=56384d982c97af3daf11c96e945f130046eddd7bd91d2287bc5773da51e22b96 url=/admin/current/en-us/service/264-0-0/messaging_facebook_parent.md --> # Set Up Facebook Messenger Channels To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links. If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions with customers who recently messaged your business. You can create multiple enhanced Facebook Messenger channels in Salesforce, each linked to a different Facebook page. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). ![Facebook Messenger banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_facebook_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_facebook_parent__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_facebook_parent__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span> </p> <p><strong>Learn About Facebook Messenger</strong> </p> <p><a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank"><em>Trailhead: </em>Salesforce Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging Limits</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_facebook_considerations.htm&release=264.0.0&type=5" title="Review these considerations before creating a Facebook Messenger channel in Agentforce Service (formerly Service Cloud).">Considerations for Facebook Messenger</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_facebook_parent__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_facebook_parent__image_yrz_h25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span> </p> <p><strong>Create Your Channel</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_setup_facebook_messenger_channels.htm&release=264.0.0&type=5" title="Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel.">Create a Facebook Messenger Channel</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation Checklist</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_test_channels.htm&release=264.0.0&type=5" title="Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your Channel</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span></p> <p><strong>Build Out Your Channel</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Channel Settings</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging Productivity</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging Data</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_explore_1.png" alt="Automate"></span> </p> <p><strong>Enhance with Automation</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US" target="_blank">Connect an Agentforce Service Agent</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&type=5&language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging Sessions</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&type=5&language=en_US" target="_blank">Trigger an Action Based on Keywords</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&language=en_US" target="_blank">Block Sensitive Data in Messages</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span> </p> <p><strong>Messaging for Developers</strong> </p> <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a> </p> <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> <!-- document id=cb932ef3154d1086c4031a7f163b45f87e691b38c63d4218a3d9920a57370290 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_parent.md --> # Set Up Field Service Appointment Assistant Appointment Assistant helps you keep track of your customers’ service experience from the moment they contact you to the moment your mobile worker arrives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> Watch the video to see how Appointment Assistant keeps track of your customers’ service experience. Watch the video to see how to modify the Appointment Assistant labels to better suit your company’s culture. ## What Is Ethical Use? Salesforce’s Office of Ethical and Humane Use ensures that our technology is used to help, not harm, society and uphold the basic human rights of every human being. Its advisory council, composed of executive employees, academics, ethicists, industry experts, and society leaders, created a framework of Guiding Principles to guide processes for the ethical and humane use of Salesforce technology. These are the principles. - Human Rights: We work to ensure the direct us of our technologies uphold equal and inalienable protections. - Privacy: We push the frontier of privacy best practice in our product design to enable customers to protect individuals’ data. - Safety: We aim to protect humans from direct harm from the use of our technology. - Honesty: We oppose the use of our technology to knowingly spread disinformation or conspiracy theories. - Inclusion: We create opportunity through equal access to technology. Salesforce Appointment Assistant was created with these guiding principles in mind. You can be sure safety considerations for your mobile workers and your customers, along with privacy and data protections and accessible access, are built into the product. ## How Data Is Collected and Used To learn how Salesforce protects and safely stores data that is gathered from the Field Service mobile app, see [Field Service Mobile Security](https://help.salesforce.com/articleView?id=mfs_security.htm&language=en_US). - **[Prepare for Field Service Appointment Assistant](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_before_you_begin.htm&release=264.0.0&type=5)** Before you set up Appointment Assistant, follow these steps. - **[Assign a Permission Set for Appointment Assistant Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_create_perm_set.htm&release=264.0.0&type=5)** You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Real-Time Location, each mobile worker needs the Appointment Assistant license to share their location with customers when they’re on their way to the appointment. - **[Set Up Field Service Appointment Assistant Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_set_up_parent.htm&release=264.0.0&type=5)** Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker identification like name and photo to provide safety for workers and customers while respecting their privacy. - **[Set Up Field Service Appointment Assistant Self-Service Scheduling](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_sss_parent.htm&release=264.0.0&type=5)** Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned to one user. - **[Set Up Field Service Appointment Assistant Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_contactless_signature_parent.htm&release=264.0.0&type=5)** Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before you start setting up Contactless Signature, make sure that you have a service report template and a digital signature. - **[Set Up Surveys for Field Service Appointment Assistant](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_surveys.htm&release=264.0.0&type=5)** Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback. - **[Integrate Pay Now with Field Service Appointment Assistant](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_payments.htm&release=264.0.0&type=5)** Create a flow that easily enables your customers to pay for services through a provided link, eliminating the need to contact customer services. #### See Also - [Custom Labels](https://help.salesforce.com/s/articleView?id=platform.cl_about.htm&type=5&language=en_US) <!-- document id=19c61f732e1003b8e55ea3bbf401df39216d43c19f76060bff1cd1d51a9e2fcf url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_contactless_signature_parent.md --> # Set Up Field Service Appointment Assistant Contactless Signature Let your customers use their own device instead of the Field Service mobile worker’s device to digitally sign service reports. Before you start setting up Contactless Signature, make sure that you have a service report template and a digital signature. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> ![Mobile phone icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/custom110.png) _This is a Field Service mobile app feature._ - **[Create Permission Sets for Appointment Assistant Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_create_perm_set.htm&release=264.0.0&type=5)** You can use this permission set for the Field Service mobile workers and the Field Service admins. For Appointment Assistant Contactless Signature, each mobile worker needs the Field Service Appointment Assistant permission set license to share the service report with the customer. - **[Configure Appointment Assistant Settings for Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_configure_settings.htm&release=264.0.0&type=5)** Make sure that the Appointment Assistant settings are configured. - **[Add Contactless Signature to Your Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_add_to_site.htm&release=264.0.0&type=5)** To enable Appointment Assistant Contactless Signature, add it to your Experience Builder site. - **[Create a Sharing Rule for Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_sharing.htm&release=264.0.0&type=5)** Add a sharing rule to share service report records with the guest users. - **[Create a Messaging Component for Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_messaging_template.htm&release=264.0.0&type=5)** Create a messaging component for the message sent to customers for signing the service report. - **[Set Up Contactless Signature Flows](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_flows.htm&release=264.0.0&type=5)** Create your own version of the flows based on the templates in the Appointment Assistant package. - **[Add a Quick Action for Contactless Signature](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_action.htm&release=264.0.0&type=5)** Create an action to send customers a link to the Contactless Signature page. - **[Expose the Document Recipient Object’s Status Field](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_cs_status_field.htm&release=264.0.0&type=5)** The Document Recipient object’s Status field must be visible for the Contactless Signature flow. #### See Also - [Create Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&type=5&language=en_US) <!-- document id=351085ae4df1189b0885b87c131d5d46170b24fe1fbfed87227e0d339b6c79ff url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_set_up_parent.md --> # Set Up Field Service Appointment Assistant Real-Time Location Appointment Assistant Real-Time Location integrates live tracking of Field Service mobile workers with Messaging to let customers know their mobile worker is on the way. Admins set appointment expirations to limit tracking of mobile workers and add worker identification like name and photo to provide safety for workers and customers while respecting their privacy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> Watch the video to see how to give customers better insight into their mobile worker’s location while waiting for their appointments. Appointment Assistant Real-Time Location gives customers temporary, live tracking of Salesforce Field Service mobile workers. These are some of the benefits. - Customers get SMS notifications as the mobile worker approaches the job location, giving them time to prepare for the service appointment. - Mobile workers know customers are expecting them, cutting down on no-shows and ensuring customers are ready for their appointments. - Companies can deliver more proactive and personalized service to their customers. - Customers, workers, and companies can trust that Appointment Assistant Real-Time Location follows Salesforce’s [Ethical Use Principles](https://www.salesforce.com/news/stories/how-salesforce-is-building-a-culture-of-responsible-technology-and-why-it-matters/), which guide how we ensure the privacy and safety of both mobile workers and customers. - **[Configure Geolocation Settings for Appointment Assistant Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_geolocation.htm&release=264.0.0&type=5)** To give customers better insight into their mobile worker’s location while waiting for their appointments, make sure your geolocation settings are set up. - **[Add Real-Time Location to Your Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_add_to_site.htm&release=264.0.0&type=5)** To enable Appointment Assistant Real-Time Location, add it to your Experience Builder site. - **[Give Guest Users Site Access for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_guest_users.htm&release=264.0.0&type=5)** Guest users can view your Experience Builder site without logging in. All guest visitors to a public site share the same guest user record (one per site) and have the same access level. - **[Configure Field Service Settings for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_fs_settings.htm&release=264.0.0&type=5)** Allow worker tracking and customer messaging in your Field Service settings. - **[Create Messaging Components for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_messaging_templates.htm&release=264.0.0&type=5)** Create messaging components for Field Service Appointment Assistant that let customers know when their mobile worker is on the way and when the mobile worker is approaching the work site. - **[Create Flows to Send Messages for Real-Time Location](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_create_flows.htm&release=264.0.0&type=5)** Streamline your messaging process for Field Service Appointment Assistant by setting up flows that use the messaging components that you created. - **[Add Real-Time Location to Service Appointments for Back-Office Users](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_add_to_layout.htm&release=264.0.0&type=5)** Display the Appointment Assistant Real-Time Location component in the service appointment layout. This view lets your admins, dispatchers, and call center reps see the same ETA, map view, and mobile worker’s details that your customers can see. The component is displayed as the team member travels to the customer, until arrival. #### See Also - [_Trailhead_: Real-Time Location in Appointment Assistant](https://trailhead.salesforce.com/content/learn/modules/real-time-location-appointment-assistant) <!-- document id=f1a3ece6124fe24b8834a2763a6958d40c139adec20f3147d38201ed56d931c9 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_sss_parent.md --> # Set Up Field Service Appointment Assistant Self-Service Scheduling Let Field Service Appointment Assistant customers book, confirm, reschedule, or cancel their upcoming appointments. For Self-Service Scheduling, you only need one license per org assigned to one user. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service Appointment Assistant managed package and permission set license are required.</td></tr></tbody></table> - **[Prepare for Self-Service Scheduling](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_sss_before_you_begin.htm&release=264.0.0&type=5)** Before you set up Appointment Assistant Self-Service Scheduling, follow these steps. - **[Set Up Appointment Assistant Self-Service Scheduling for New Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_sss_new_appointments_parent.htm&release=264.0.0&type=5)** Let your customers book their own appointments. - **[Set Up Appointment Assistant Self-Service Scheduling For Existing Appointments](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_assistant_sss_existing_appointments_parent.htm&release=264.0.0&type=5)** Let your customers confirm, reschedule, or cancel their upcoming appointments. <!-- document id=a8b2e4afc1411a192d2923e087a3f7c6570b331e76b62efa38d0b969a62c5413 url=/admin/current/en-us/service/264-0-0/fs_set_up_bundling.md --> # Set Up Field Service Appointment Bundling Group short appointments at nearby or same-site locations to create a bundle. After bundling is set up, you can automate the creation and update of bundles, or dispatchers can manually bundle appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Watch the video to see how grouping short appointments at nearby or same-site locations to create a bundle helps you and your customers. Watch the video to learn how to configure Appointment Bundling. Service appointment bundling lets you collect multiple service appointments and define them as a single entity, called a bundle. The bundle: - Simplifies the dispatcher’s work by treating a set of relatively small service appointments as one, large unified job. - Helps mobile workers work more efficiently by organizing the service appointments in an assembly line manner. - Improves customer satisfaction by scheduling a mobile worker to perform all the customer’s service appointments in a single visit. Consider the job of reading 100 water meters in the utility room of a high-rise apartment complex. The job can be scheduled in several ways. - **100 short appointments**—Create and schedule a service appointment for each meter. Each service appointment has a duration of 30 seconds. This approach provides maximum flexibility. You can schedule each service appointment independently of the others. However, this approach also has high computational overhead because the system must schedule numerous service appointments, and having 100 short service appointments on the Gantt is confusing for the dispatcher. The schedule specifies a precise sequence in which the meters must be read, even if the mobile worker finds another sequence more convenient. This approach could cause other inefficiencies, too. Suppose the mobile worker must get the key to unlock the utility room. If you schedule the service appointments individually, the mobile worker must technically unlock the room multiple times. - **One long appointment**—Create and schedule the entire job as a single service appointment. This approach has low computational overhead and is easy to understand. It implements economies of scale, such as unlocking the utility room only one time. The disadvantage is the lack of flexibility. You must schedule the entire service appointment to a single mobile worker in a single assignment. You can’t schedule an urgent job in the middle of the long service appointment. And you can’t reschedule meters that the mobile worker couldn’t access during the service appointment. - **A single bundle appointment**—Create a service appointment for each meter and bundle them together to create a single entity. The individual service appointments then become bundle members. You can apply constraints to ensure that the bundle is efficient, for example, that only similar service appointments in the same location can be bundle members. This approach has all the advantages of the long service appointment approach, plus the flexibility of the short service appointments approach. - **Low computational overhead**—Only the bundle is scheduled, not the bundle members. - **Easy to understand**—The dispatcher sees only one service appointment on the Gantt. The dispatcher can drill down and view the bundle members as required. - **Flexibility**—The mobile worker can perform the service appointments in any sequence. You can add or remove service appointments from the bundle if needed. - **Better tracking**—If a meter can’t be accessed, it can be skipped without being forgotten because the system marks the individual service appointment as incomplete. - **Economies of scale**—In our example, the mobile worker unlocks the utility room only one time, unless returning for incomplete bundle members. Meter reading is only one example of how bundling service appointments can improve the efficiency of a schedule. Other scenarios include: - **Same customer scheduling**—Bundle together all the service appointments of a single customer. The customer is pleased because a single mobile worker arrives at a single time to perform all the services. - **Same site scheduling**—Bundle together all the service appointments in a large office building, even if they are for different customers. The mobile worker saves time by traveling, parking, and passing the building security only one time. - **Out-of-town scheduling**—Bundle together all the service appointments for an out-of-town job. For example, a Chicago-based organization has several appointments in Cleveland. Bundle together all the Cleveland appointments and schedule the bundle to a single mobile worker. The mobile worker can then stay overnight in Cleveland until all the service appointments are complete. - **Scheduling similar tasks**—Bundle together service appointments of a similar type. For example, an organization prefers to assign a single mobile worker to perform all its network-related service appointments on a single day. - **[Add Permissions for Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_permissions.htm&release=264.0.0&type=5)** Add the permissions for service appointment bundling. - **[Enable Service Appointment Bundling](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_enable.htm&release=264.0.0&type=5)** Enable appointment bundling in Field Service Settings. - **[Create an Appointment Bundle Policy](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_policy.htm&release=264.0.0&type=5)** Use the default policy, or create multiple policies. You can use the policies for manual bundling, automatic bundling, or both. - **[Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5)** Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles. - **[Test Your Appointment Bundling Configuration](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_test.htm&release=264.0.0&type=5)** After completing the configuration steps for appointment bundling, test it in Field Service. - **[Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&release=264.0.0&type=5)** Review the limitations of Appointment Bundling. - **[Add Service Appointment Bundling to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_bundling_setup.htm&release=264.0.0&type=5)** To give mobile workers access to the bundled service appointments in the Field Service mobile app, you update the service appointment layout and add field permissions for mobile users. - **[Manage Service Appointment Bundling as a Dispatcher](https://help.salesforce.com/s/articleView?id=service.pfs_bundling_parent.htm&release=264.0.0&type=5)** Service appointment bundling lets you group multiple service appointments that make sense to be performed together and to define them as one unit, called a bundle. For example, you can bundle several visits at the same customer location or utility meter readings—or package deliveries—at an apartment complex. By creating and scheduling a bundle, you can make sure the component appointments, called bundle members, are scheduled, rescheduled, and executed together as one unit. #### See Also - [_Salesforce Developer_: Appointment Bundling](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_rest_sabundling.htm) <!-- document id=32e681b38ab723c8e3808622c2d3ae53d23f8b2bf16831af4321ddcf8235043e url=/admin/current/en-us/service/264-0-0/fs_set_up_downtime.md --> # Set Up Field Service Asset Availability and Reliability Reporting Get information on asset availability and reliability by recording details of asset downtime in Field Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Click the profile you want to provide with access. 3. Click **Edit**. 4. Under Administrative permissions, select **Field Service Standard**. 5. Under Standard Object Permissions, give read or read/write access to **Assets**. Save your changes. 6. Under Field-Level Security, click **View** next to Asset. 7. Click **Edit** and grant: 1. read access to the Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Downtime fields. 2. read/write access to the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields. 8. Save your changes. 9. Add the Average Uptime Per Day, Uptime Record End Date, and Uptime Record Start Date fields to the Asset page layout. Also add your choice of Availability, Reliability, Cumulative Downtime, and Cumulative Unplanned Downtime fields. #### See Also - [Track Asset Availability and Reliability in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_track_availability_and_reliability.htm&release=264.0.0&type=5 "Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation.") <!-- document id=e6e6c896e20ed0922ab6f524c86a68cf16622d18049fb325fc8759a8fe5db9e1 url=/admin/current/en-us/service/264-0-0/fs_set_up.md --> # Set Up Field Service Basics Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Discover and Set Up Field Service Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=service.fs_setup_landing_build.htm&release=264.0.0&type=5)** Explore, set up and configure, and monitor usage of Field Service features in one streamlined setup location. - **[Discover Field Service Features with My Service Journey](https://help.salesforce.com/s/articleView?id=service.fs_msj_intro.htm&release=264.0.0&type=5)** Explore the My Service Journey app and discover features tailored to your specific field service goals. - **[Enable Field Service](https://help.salesforce.com/s/articleView?id=service.fs_enable.htm&release=264.0.0&type=5)** Enable Field Service to start using Field Service features. - **[Install the Field Service Managed Package](https://help.salesforce.com/s/articleView?id=service.pfs_install.htm&release=264.0.0&type=5)** After Field Service is enabled, install the managed package to gain access to the Classic Dispatch Console, scheduling tools, a range of custom objects, and Guided Setup. - **[Manage Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.fs_manage_permissions.htm&release=264.0.0&type=5)** Give your team access to Field Service features. Create and assign standard permission sets and permission set licenses. Then add customizations to suit your business needs. - **[Set Up Service Territories, Operating Hours, and Shifts for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_set_up_territories_oh.htm&release=264.0.0&type=5)** Create service territories to track the places where your team performs field service work. Assign regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule. - **[Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&release=264.0.0&type=5)** Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job. - **[Set Up Work Order Management for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_set_up.htm&release=264.0.0&type=5)** Work orders, which track work to be performed on your customers' products, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and create time-saving templates called work types. - **[Set Up Field Service Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_parent_page.htm&release=264.0.0&type=5)** Learn how to create and use Field Service work plans to deliver consistent service. - **[Set Up Field Service Maintenance Plans](https://help.salesforce.com/s/articleView?id=service.fs_create_maintenance.htm&release=264.0.0&type=5)** Create Field Service preventive maintenance plans for assets so your customers never miss a beat. With maintenance plans you define how often maintenance visits occur and generate work orders for future visits. - **[Set Up Your Field Service Workforce](https://help.salesforce.com/s/articleView?id=service.fs_set_up_resources.htm&release=264.0.0&type=5)** Create service resources and service crews to represent your mobile workforce. - **[Set Up Field Service Reports](https://help.salesforce.com/s/articleView?id=service.fs_set_up_customer_reports.htm&release=264.0.0&type=5)** Create service reports for work orders, work order line items, or service appointments and email them directly to customers. Use standard templates, or create variations of your own. #### See Also - [Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_overview.htm&release=264.0.0&type=5 "The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce.") - [Field Service Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev) - [_Trailhead_: Get on the Road with Field Service](https://trailhead.salesforce.com/en/content/learn/trails/field_service) <!-- document id=ba066c3c6984114841c7cc1903f5b729d0b6ad7638ec4b938804495ac89be7d8 url=/admin/current/en-us/service/264-0-0/fs_set_up_communities.md --> # Set Up Field Service in Experience Cloud Sites Keep customers, partners, and contractors in the loop about field service work by adding field service objects to your Experience Cloud site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d79494e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d79494e72 ">To create, customize, or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d79494e72 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> </tbody> </table> If you use an Experience Cloud site to connect with your business partners, employees, or customers, keeping the communication lines open is key to field service success. For example, add work orders and service appointments to a partner site to stay in sync with contractors. Or, add return orders and return order line items to a site to coordinate customer returns. Field service objects are supported in Experience Builder sites and in Salesforce Tabs + Visualforce sites. 1. To set up field service objects in an Experience Builder site: 1. Create an object page in the Pages menu in Experience Builder. 2. When prompted to choose a Salesforce object, choose a field service object. Three related pages are automatically created for the new object page: a record detail page, a record list page, and a related list page. To use a Visualforce Lightning component in an Experience Builder site, add the Visualforce page from the managed package to the record detail page. 3. To expose the field in your customer-facing site add it to the Navigation Menu. 2. To set up field service objects in a Salesforce Tabs + Visualforce site, add the objects as tabs. For help adding tabs and giving users access to them, see [Add Tabs to Your Experience Cloud Site](https://help.salesforce.com/articleView?id=networks_customize_tabs.htm&language=en_US). 3. Optionally, configure guest user access to work orders. By default, guest users in sites can’t view or create work orders. 1. From Setup, enter Digital Experiences in the Quick Find box, then select **All Sites**. 2. Select **Builder** next to the site whose guest users need access to work orders. 3. In the left-hand panel, click **Settings**, and then click the name of the guest user profile. 4. In the Standard Object Permissions section, configure access to work orders and save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Linked articles, which are knowledge articles attached to supported field service records, aren’t supported in Experience Builder sites. - **[Add the Field Service Scheduling Console to an Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_console_community.htm&release=264.0.0&type=5)** Add the Scheduling Console to an Aura site to give Experience Cloud site users access to its scheduling capabilities. - **[Add the Field Service Classic Dispatch Console to an Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.pfs_dispatcher_console_community.htm&release=264.0.0&type=5)** Hand over the dispatching reins to a field service contractor manager by embedding the Classic Dispatch Console in an Experience Builder site. - **[Provide Access to Asset Availability and Reliability Information in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_set_up_downtime_in_community.htm&release=264.0.0&type=5)** Let Experience Cloud site users view or record asset downtime details and view information on asset availability and reliability. #### See Also - [Set Up and Manage Experience Cloud Sites](https://help.salesforce.com/articleView?id=networks_overview.htm&language=en_US) - [Objects Supported by Out-of-the-Box Components and Pages in Experience Builder Templates](https://help.salesforce.com/articleView?id=networks_napili_supported_objects.htm&language=en_US) - [Visualforce Page Component](https://help.salesforce.com/articleView?id=community_builder_visualforce_page_component.htm&language=en_US) - [Field Service Objects](https://help.salesforce.com/s/articleView?id=service.fs_standard_objects.htm&release=264.0.0&type=5 "When you enable Field Service, you gain access to a suite of standard Salesforce objects. The Field Service managed package also includes custom objects that support its scheduling and optimization features.") - [Guidelines for Setting Up Field Service Contractors](https://help.salesforce.com/s/articleView?id=service.fs_setting_up_contractors.htm&release=264.0.0&type=5 "If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.") <!-- document id=a08768a7b112227ebeac8561fa6dd68c04d542f5e90f19bb4a2420d546ef8d10 url=/admin/current/en-us/service/264-0-0/ifs_setup.md --> # Set Up Field Service Intelligence Use the Field Service Intelligence Setup page to walk through the steps for Data 360 prerequisites, and then install Field Service Intelligence. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Data 360 must be enabled and setup in order to start these steps. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US). From Setup, in the Quick Find box, enter Field Service Intelligence, and then select **Field Service Intelligence**. This setup page leads you through everything you need to do for the successful installation of Field Service Intelligence. As you progress through the setup steps, refresh the page to update the steps that are complete. ![The Field Service Intelligence Setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/ifs_top_level_setup.png) 1. **[Create a Data 360 Salesforce CRM Connection](https://help.salesforce.com/s/articleView?id=service.ifs_data_cloud_connect.htm&release=264.0.0&type=5)** Before installing the Service data kit and Field Service Intelligence, connect Data 360 to Agentforce Service (formerly Service Cloud). 2. **[Enable Service Features for Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_enable_service_features.htm&release=264.0.0&type=5)** To install the Field Service Intelligence data kit, you need to enable certain Agentforce Service (formerly Service Cloud) features, even if they're not currently in use for your operations. 3. **[Update the Data Cloud Salesforce Connector Permission Set](https://help.salesforce.com/s/articleView?id=service.ifs_update_data_cloud_connector_permission_set.htm&release=264.0.0&type=5)** Update the Data Cloud Salesforce permission set to enable Service object settings and system permissions. 4. **[Install the Service Data Kit for Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_install_data_kit.htm&release=264.0.0&type=5)** The Service data kit includes the Service data bundle and provides the necessary data streams, data model objects, and data mappings for Field Service Intelligence. 5. **[Enable CRM Analytics for Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_enable_analytics.htm&release=264.0.0&type=5)** To use Field Service Intelligence, enable CRM Analytics and set up permissions. 6. **[Install Field Service Intelligence](https://help.salesforce.com/s/articleView?id=service.ifs_enable.htm&release=264.0.0&type=5)** After Service data is ingested into Data 360 and CRM Analytics is enabled, you’re ready to install Field Service Intelligence. <!-- document id=1c62466254b0732056b2a646eccf2f4d157ed3b82a97f53332a5253180cd271d url=/admin/current/en-us/service/264-0-0/fs_create_maintenance.md --> # Set Up Field Service Maintenance Plans Create Field Service preventive maintenance plans for assets so your customers never miss a beat. With maintenance plans you define how often maintenance visits occur and generate work orders for future visits. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d57350e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">To create maintenance plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">Create on maintenance plans</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">To view maintenance assets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">Read on maintenance plans and assets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">To create, update, or delete maintenance assets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">Edit on maintenance plans</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">To generate work orders for a maintenance plan:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">Read on assets and work types AND Create on work orders and service appointments</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">To edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57350e72 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The fields displayed depend on your page layout settings. 1. From the Maintenance Plans tab or related list, click **New**. 2. Enter a start date, If applicable, enter an end date, for example, where you’ve a service contract that entitles the customer to two years of maintenance visits. All work orders related to the plan must fall within this date range. 3. Select a work type. Maintenance work rules for and maintenance assets covered by the plan inherit the same work type, though you can update them to use a different work type. 4. Select an account and contact that represent the customer. 5. If the maintenance plan tracks work that’s outlined in a service contract, select the service contract. You can associate assets covered by the maintenance plan with contract line items on the service contract. 6. If the maintenance visits are at a location that’s tracked in Salesforce, such as a customer site, select the location. 7. In the Generation Timeframe and Generation Timeframe Type fields, enter how far in advance you want work orders to be generated at one time. For example, to generate 3 months’ worth of work orders at a time, enter 3 and select Months. 8. Enter the date of the first work order in the next batch, which corresponds to the work order’s Suggested Maintenance Date. For example, if you want the first maintenance visit to take place on May 1, enter May 1. When you generate work orders, the earliest work order shows a Suggested Maintenance Date of May 1. The dates on the later work orders are based on the Generation Timeframe, Frequency, and End Date settings. Also, batch timing is calculated at the maintenance asset level or at the work rule level. So if the maintenance plan includes assets or work rules, after each batch is run, the Suggested Maintenance Date auto-updates on: - if assets have no work rules, the maintenance assets - if assets have work rules, on the work rules. 9. Optionally, enter the days for the maintenance window start and end. These settings impact the Earliest Start Permitted and Due Date fields on the maintenance plan’s work orders’ service appointments. If the maintenance window fields are left blank, the service appointment date fields list their work order’s suggested maintenance date. For example, enter 3 for both the maintenance window start and end. The Earliest Start Permitted and the Due Date will be, respectively, 3 days before and 3 days after the Suggested Maintenance Date on each work order. 10. To create work orders automatically, select **Auto-generate work orders**. If this option isn’t selected, you must click **Generate Work Orders** on the maintenance plan to generate a new batch. 1. To run batch generation before the maintenance plan’s Date of the first work order in the next batch, enter a **Generation Horizon**. For example, a generation horizon of 5 means that a new batch of work orders is generated 5 days before the maintenance plan’s date of the first work order in the next batch. If you don’t specify a generation horizon, it defaults to zero. 2. If you don’t want a new batch of work orders to be generated until the final work order in the current batch is completed, select **Generate new batch upon completion**. A work order is considered completed when its status falls into one of the following status categories: Cannot Complete, Canceled, Completed, or Closed. A separate work order is created for each maintenance asset for each maintenance date. Therefore, batch size reflects the generation timeframe, frequency, and the number of assets covered by the plan. For example, if the plan covers two assets and has a generation timeframe of 2 months and a frequency of 1 month, four work orders are generated at a time. 11. If more than one asset is associated with this maintenance plan, select a Work Order Generation Method: one work order for each asset or one work order line item for each asset. 12. If work order generation method is **One work order line item per asset**, select a Service Appointment Generation Method: one service appointment for the parent work order or one service appointment for each work order line item. To learn more about work order and service appointment generation, see [How Do Generation Methods Work?](https://help.salesforce.com/s/articleView?id=service.fs_generate_work_orders_plan.htm&release=264.0.0&type=5). 13. Enter a title and description for the maintenance plan. 14. Save your changes. 15. Add assets covered by the plan in the Assets related list. Maintenance assets inherit their plan’s work type and date of the first work order in the next batch. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To control which fields appear in the related list, edit the Related List on the Maintenance Assets page layout in Setup. 16. To use advanced recurrence, add maintenance work rules in the Maintenance Work Rules related list to schedule maintenance for all of the plan’s assets. These rules act as the default for any assets without their own maintenance work rules. If not all assets are covered by the same maintenance schedule, add maintenance work rules to those assets to override the maintenance work rules on the maintenance plan. 17. If you didn’t select the option to auto-generate work orders, click **Generate Work Orders** on the maintenance plan to generate a batch of work orders. Otherwise, they’re automatically generated for you. Generation can’t create a combined total of more than 2,600 work orders and work order line items at a time. To decrease the number of work orders and work order line items generated, make one of these changes: - Increase the Frequency value - Decrease the Generation Timeframe value - Remove assets from the maintenance plan - **[Guidelines for Generating Work Orders from a Maintenance Plan](https://help.salesforce.com/s/articleView?id=service.fs_generate_work_orders_plan.htm&release=264.0.0&type=5)** Field Service maintenance plans offer a quick way to automate the creation of work orders for periodic maintenance visits. Learn how to generate work orders from a maintenance plan. - **[Guidelines for Working with Maintenance Work Rules](https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5)** With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance work rule settings affect work order generation. - **[Create Multiple Maintenance Schedules](https://help.salesforce.com/s/articleView?id=service.fs_create_multiple_maintenance_schedules.htm&release=264.0.0&type=5)** To keep assets in tip-top shape, you often need multiple maintenance schedules running at different frequencies. - **[Guidelines for Preventive Maintenance](https://help.salesforce.com/s/articleView?id=service.fs_preventive_maintenance.htm&release=264.0.0&type=5)** To optimize technician productivity and increase uptime and mean time to failure of equipment, create preventive maintenance plans for your assets. #### See Also - [Maintenance Plan Fields](https://help.salesforce.com/s/articleView?id=service.fs_maintenance_fields.htm&release=264.0.0&type=5 "Maintenance plans, maintenance assets, and maintenance work rules have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [_Trailhead_: Field Service Preventive Maintenance](https://trailhead.salesforce.com/content/learn/modules/field_service_maint?trail_id=field_service) <!-- document id=934ef6d2390b98498f2fc3d69e2bc35510aa2471e6c86c3d6b7ae25d23a11fe0 url=/admin/current/en-us/service/264-0-0/mfs_basics_parent.md --> # Set Up Field Service Mobile App Basics Get started with basic tasks of Field Service mobile app setup, including downloading the connected app and giving users access. - **[Download the Field Service Connected App](https://help.salesforce.com/s/articleView?id=service.mfs_prepare.htm&release=264.0.0&type=5)** Before you configure user access and customize the Field Service mobile app, download the connected app. - **[Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5)** To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users. - **[Learn More About Field Service Mobile Settings](https://help.salesforce.com/s/articleView?id=service.mfs_settings_details.htm&release=264.0.0&type=5)** Customize your Field Service Mobile Settings configurations to suit your users' needs. <!-- document id=4bd39c7b747bc2641fd6be1a62d9f70f958899e4c599856de09292631142e939 url=/admin/current/en-us/service/264-0-0/fs_mobile_insights_setup.md --> # Set Up Field Service Mobile Insights (Beta) Turn your operational data from the Field Service mobile app into actionable intelligence. In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for `Field Service`. Click the **Field Service Mobile Insights for Home Org** tile. ## Assign User Permissions To ensure the right team members have access, under Manage Users, click **Manage**. - **Select a Permission Set**: Choose between Tableau Next Limited Consumer (for read-only access to freemium apps) or Data Cloud User. - **Filter and Find**: Use the Users filter to view "All" users or those already "Assigned." - **Grant Access**: Select the checkbox next to the user’s name and click **Assign**. Keep an eye on your license count. The dashboard shows exactly how many seats you have available versus assigned. ## Install and Enable Field Service Mobile Insights Under Install and Enable Field Service Mobile Insights, click **Manage**. - Connect your data source: - **Salesforce Connection**: Select your primary connection. - **Data Space**: Choose the relevant data space (the "default" space is typically pre-selected for you). - **Timeline**: Under the Work Days section, select the days your mobile team is active. This ensures your "Daily Active User" metrics are accurate and don't get skewed by weekends or off-days. - Enter details about the install: - **App Name**: Provide a unique name for this installation instance. - **Description**: Add details such as the installation date, version, or intended business unit. - **Log Level**: Adjust the level of details to include more information. If you prefer the traditional route, you can also manage user access with the standard Permission Sets or Permission Set Groups pages in Salesforce Setup by clicking the Go to Setup shortcut on the assignment screen. <!-- document id=f5bd807c6147e9334be11fcec2f532d3c9f9fbed2d366fb2252b7be1c3498ebd url=/admin/current/en-us/service/264-0-0/fso_setup.md --> # Set Up Field Service Operations Use the Field Service Operations Setup page to walk through the prerequisites, and then install Field Service Operations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d163939e40">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">To manage Data 360:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">Data Cloud Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">To use Tableau Next:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">Tableau Next Limited Consumer</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">To manage Agentforce Service (formerly Service Cloud):</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">Service Cloud User permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">To install Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">Field Service Intelligence Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">To use Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163939e40 ">Field Service Intelligence User permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To start these steps, Data 360 must be enabled and setup. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&language=en_US). From Setup, in the Quick Find box, enter Field Service Operations, and then select **Field Service Operations**. This setup page leads you through everything you need to do for the successful installation of Field Service Operations. As you progress through the setup steps, refresh the page to update the steps that are complete. ## Step 1: Create a Data 360 Salesforce Connection Before installing the Field Service data kit and Field Service Operations, connect Data Cloud to your Salesforce org. 1. On the Field Service Operations setup page, click **Connect** for the Create the Data Cloud Salesforce CRM Connection step. 2. Ensure you have an internal Salesforce connection. 1. If no connections are listed, click **Connect**. Then click **Connect** again for the Salesforce org. 2. If connections exist, make sure that you have a connection to the Salesforce org. If you don’t, click **New** and then click **Connect** for the Salesforce org. Your Salesforce org is now connected as a data source and data action target. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To customize access to Data 360 objects used by Field Service Operations, grant object access according to your chosen Data Governance policy. If you have more than one data space, you must grant access to objects in each data space. Object names in non-default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. For help, see [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). ## Step 2: Enable Service Features To install the Field Service data kit, you need to enable certain Agentforce Service (formerly Service Cloud) features, even if they're not currently in use for your operations. On the Field Service Intelligence setup page, click **Enable** for the Enable Service Cloud Features step. These features are automatically enabled. - Email Drafts - Email-to-Case - Omni-Channel - Skills-Based Routing - Surveys ## Step 3: Assign Permission Sets Assign the Tableau Next Limited Consumer and Data Cloud Admin Permission Sets. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The system permissions may already be enabled, making these steps a checklist. 1. From Setup, in the Quick Find box, enter users, and then select **Permission Sets**. 2. Assign the Tableau Next Limited Consumer and Data Cloud Admin permission sets. 3. Click **Save**. ## Step 4: Install the Field Service Data Kit The Field Service data kit includes the Field Service data bundle and provides the necessary data streams, data model objects, and data mappings for Field Service Operations and Field Service Intelligence dashboards. ### Install the Service Data Kit ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you already have the Field Service data kit installed, reinstall it to ensure that it’s up to date. Upgrading the data kit is necessary to access the latest enhancements to Field Service Intelligence. 1. Click the Setup gear icon and then select **Data Cloud Setup**. 2. Under Configuration, select **Salesforce CRM**. 3. Find the Field Service Cloud bundle, and click the menu button on the right. Select **Install**. 4. In the Package Install flow, follow the standard process for installing a package. To view the data kit details, go to Data Cloud Setup. Under Tools, select **Data Kits** and then click **ServiceDK**. When you install the Field Service data kit in Data 360, all of the Field Service data mappings are created. When you install Field Service Operations, Data 360 data is ingested and Field Service data model objects are created for visualization in Tableau Next dashboards. ### Set Up Service Data in Data 360 1. In Data Cloud, go to the Data Streams tab and click **New**. 2. Select the Salesforce CRM connected data source and click **Next**. 3. Select your connected Salesforce org. If you have only one Salesforce org connected to Data 360, it’s selected by default. 4. Select **Data Bundles**, then select the following bundles: - Service data bundle - Field Service Related bundle - Field Service Core bundle 5. Click **Next**. 6. Select the default data space and click **Next**. The installed objects and fields are displayed. Don’t remove the data objects, fields, or mappings because Field Service Intelligence relies on the standard installation to populate the dashboards correctly. 7. Click **Deploy** The Field Service data bundle deploys data streams. The Data Streams tab displays the progress. When the data streams show an Active status, you’re ready to continue. From the Setup menu, installed versions of Field Service Intelligence display as separate tabs. To view details about the app installation, select an app tab. The app details include the installation status, a list of installation events, and the tasks for each event. You can schedule app refreshes or refresh manually and see details of all the installed app resources like dashboards and data transforms. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note As of October 14, 2025, Data Cloud has been rebranded to Data 360. During this transition, you may see references to Data Cloud in our application and documentation. While the name is new, the functionality and content remains unchanged. ## Step 5: Enable Analytics To use Field Service Intelligence, enable analytics and set up permissions. 1. On the Field Service Intelligence setup page, click **Assign** to assign permissions. This step assigns the admin permission sets to your user. 2. Go back to the Field Service Intelligence setup page and click **Enable** for the Enable Analytics step. ## Step 6: Install Field Service Operations After Field Service data is ingested into Data 360 and Analytics is enabled, you’re ready to install Field Service Operations. 1. On the Field Service Operations Setup page, click **Start** for the Install and Enable Field Service Intelligence step. Field Service Operations checks whether your org includes the data and settings to transform the data model objects and create the dashboards and components. If you receive an error message, follow the instructions and then restart the installation process. 2. Complete the Field Service Operations installation. 1. Give your instance a unique, easily recognizable name. 2. Leave the log level as is, unless you require more information about the Field Service Operations installation. 3. Select **Scheduled** and choose which hours and days to refresh Field Service Intelligence. 3. Click **Install**. Installing Field Service Operations can take a few minutes. To check the status, go to the App Install History page in Setup. After Field Service Operations is successfully installed, assign the Tableau Einstein Included App Business User Permission Set to any users who need access to the dashboards. To access Field Service Intelligence dashboards, go to the App Launcher and search for Field Service Operations. Click **Field Service Operations** to open it. ## Step 7: Update Field Service Permissions for Users Assign the Tableau Einstein Included App Business User and Data Cloud User permission sets to users who view the dashboards. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Search for the Tableau Einstein Included App Business User and Data Cloud User permission sets, and enable them for analytics users. <!-- document id=a564e674b09e6f910f5d5f7f2d9cdde5f57aa1e94f5ee337232e661defc78814 url=/admin/current/en-us/service/264-0-0/fs_set_up_customer_reports.md --> # Set Up Field Service Reports Create service reports for work orders, work order line items, or service appointments and email them directly to customers. Use standard templates, or create variations of your own. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> You can use either Service Reports or Document Builder to create service documents, but only one of these features can be enabled and in use at a time. If you enable Document Builder, the Service Report button is hidden for users. You can continue to use Service Reports, but we suggest adopting Document Builder to get the most out of your service document experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service report PDFs don't support right-to-left text layout. For more information, see [Right-to-Left (RTL) Language Support](https://help.salesforce.com/articleView?id=faq_getstart_rtl.htm&language=en_US). - **[Create Field Service Report Templates](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_settings.htm&release=264.0.0&type=5)** In Field Service, a service report summarizes a work order or service appointment in a PDF that your customers and team members can sign. To control what appears in your service reports, create service report templates. - **[Create Field Service Customer Reports](https://help.salesforce.com/s/articleView?id=service.fs_create_customer_reports.htm&release=264.0.0&type=5)** In Field Service, create service reports to give your customers summaries of the work that your field service team performed. - **[Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_about.htm&release=264.0.0&type=5)** Document Builder is the Salesforce Field Service solution for creating richly formatted and branded PDF service documents for your business needs. #### See Also - [Service Report Fields](https://help.salesforce.com/s/articleView?id=service.fs_customer_reports_fields.htm&release=264.0.0&type=5 "Service reports and digital signatures on service reports have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=c228bda0e858dab09d9436708b572c3b43906c4c3daab7b499fdcb1bb2273d28 url=/admin/current/en-us/service/264-0-0/pfs_set_up_features.md --> # Set Up Field Service Scheduling and Optimization Features Explore all that Scheduling and Optimization has to offer in Field Service. Add travel modes, set optimization priorities and work capacity, reserve time slots for designated work, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Before you get started, find a full list of features in [What’s Available in Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&release=264.0.0&type=5 "Review some highlights of the Field Service Enhanced Scheduling and Optimization engine."). - **[Field Service Scheduling and Optimization Services](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_services.htm&release=264.0.0&type=5)** Scheduling and optimization includes services used to schedule, reschedule, and unschedule service appointments. - **[Set Up Sliding and Reshuffling for Scheduling and Appointment Booking](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&release=264.0.0&type=5)** Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces. - **[Set Up Travel Modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&release=264.0.0&type=5)** Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations. - **[Configure Travel Time Buffers](https://help.salesforce.com/s/articleView?id=service.pfs_buffer_configure.htm&release=264.0.0&type=5)** Add a buffer to travel time to account for additional travel-related activities such as parking, security checks, on-site navigation to better schedule your workforce. Configure travel time buffers at the org, service territory, or individual service appointment level to improve the precision of your scheduling operations. - **[Prioritize Field Service Appointments for Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&release=264.0.0&type=5)** When your team’s availability is limited, prioritize critical service appointments over less pressing work. You can assign dynamic priorities, such as values that increase as due dates approach. Optimization can consider priority values when it schedules appointments to time slots. - **[Create Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&release=264.0.0&type=5)** Use relevance groups to apply work rules and service objectives to certain groups of appointments or service territory members. You can apply different logic based on types of work and service resources within one scheduling policy. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time employees. Relevance groups can also use data insights from across your Salesforce org to improve scheduling. For example, use relevance groups to prioritize technicians with specific skills for high-priority accounts, or assign resources based on asset criticality or customer sentiment. - **[Manage Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&release=264.0.0&type=5)** To fix scheduling overlaps in Field Service, where one appointment overlaps with another appointment or an absence, use any of several available methods. - **[Fix Overlaps with an Automated Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&release=264.0.0&type=5)** Tackle Field Service scheduling challenges with an automated flow that addresses and fixes schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. Fix Schedule Overlaps flow is available only when you're using Enhanced Scheduling and Optimization. - **[Create Scheduling Recipes for Common Events](https://help.salesforce.com/s/articleView?id=service.pfs_create_scheduling_recipe.htm&release=264.0.0&type=5)** Tackle common Field Service scheduling challenges with simple optimization “recipes” that address what happens to your schedule after appointment cancellations, time changes, and overlaps. Cover all scenarios by creating multiple recipes for each category. - **[Manage Optimization Conflicts](https://help.salesforce.com/s/articleView?id=service.pfs_manage_opt_conflicts.htm&release=264.0.0&type=5)** Enhance operational stability and reduce your optimization partial completion rate by preventing optimization conflicts when multiple optimization requests are made simultaneously on the same dataset. For example, prevent two users from creating optimization requests simultaneously for the same territory and horizon. Also configure what happens when schedule changes are made while optimization is running, for example, if a new job is automatically scheduled or a dispatcher reschedules a job while optimization is running. - **[Reserve Time Slots for Designated Types of Work](https://help.salesforce.com/s/articleView?id=service.pfs_designated_work.htm&release=264.0.0&type=5)** Create specific time slots in Field Service dedicated to service appointments that meet your criteria. - **[Enable Multiday Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_multiday.htm&release=264.0.0&type=5)** Some Field Service industries have service appointments that span multiple days, for example, utility infrastructure repairs and installations. With multiday service appointments you can schedule service appointments that span resources' nonavailability without rule violations. - **[Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&release=264.0.0&type=5)** Control the work performed by your workforce according to dynamic company priorities. - **[Set Up Optimization of Large Field Service Datasets with Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&release=264.0.0&type=5)** Manage large-scale global and in-day optimization effectively without splitting data due to system limits. Dynamic scaling intelligently structures data into logical clusters, seamlessly balancing demand and capacity while accounting for operational work rule constraints. This capability simplifies optimization management by enabling higher system limits, so you can optimize your entire dataset in one smooth operation. You don’t need to manually define optimization groups and boundaries. Dynamic scaling unifies and streamlines the optimization process, creating a single, cohesive solution that prevents conflicts and overlaps. Dynamic scaling is available only when you’re using Enhanced Scheduling and Optimization. <!-- document id=d24831349d314c50c705e2d46fb9a4c657d9128c25d15cb346c3c918790bc2c5 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_setup.md --> # Set Up Field Service Work Capacity Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the site to share information with relevant external users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124715e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124715e72 ">To set up Work Capacity:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124715e72 ">Admin on Field Service</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Settings**. 2. Select **Allow defining work capacity limits**. 3. From Setup, in the Quick Find box, enter Users Profiles, and then select **Profiles**. 4. Make sure the tab is set to Default On for: - Work Capacity Limits - Work Capacity Usages - Work Capacity Availabilities 5. If your service appointments have custom fields, give read and edit access to the fields. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. For the Field Service Integration permission set, click **Object Settings** and select **Service Appointments**. 3. For each custom field, select **Read Access** and **Edit Access**. 6. Make sure all permission sets are current. 1. From the App Launcher, find and select the **Field Service Admin** app. 2. Click **Field Service Settings**, select **Getting Started**, and then click the **Permission Sets** tab. 3. If the permission set tile indicates that it’s not current, click **Update Permissions**. 7. Make sure that a default scheduling policy is selected for the Dispatcher Console UI. 1. From the App Launcher, find and select the **Field Service Admin** app. 2. Click **Field Service Settings**, select **Dispatcher Console UI**, and in the Gantt Configurations tab check that a default scheduling policy is selected. 8. To let dispatchers update service appointments, share the work capacity object records with users according to the service territories they’re permitted to access. 1. From the App Launcher, find and select the **Field Service Admin** app. 2. From the Field Service Settings, select **Sharing**. 3. On the Scheduled Jobs tab, make sure that **Enable user territory sharing** and **Enable automatic population of user groups based on User Territory** are selected. 4. Select **Share all work capacity records with public groups associated with the service territory**. 5. If you manually defined triggers for capturing newly created work capacity object records in Spring ’24, remove the triggers 9. (Optional) To set up the limit override policy of the work capacity limits: 1. From the App Launcher, find and select the **Field Service Admin** app. 2. From the Field Service settings, select **Scheduling**. 3. On the Work Capacity tab, select the limit override policy. If you select to set a limit override policy per limit, users can configure each limit to be overridden up to two weeks before or up to one day after midnight on the day of service. - **[Set Up Work Capacity in Experience Cloud](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_experience_cloud_setup.htm&release=264.0.0&type=5)** The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service territories. - **[Apply the Work Capacity Rule to Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_apply_rule.htm&release=264.0.0&type=5)** You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work rule is applied to the policy, and the work capacity limit is exceeded, Field Service doesn’t schedule a service appointment or return a slot in appointment booking. #### See Also - [Enable Field Service](https://help.salesforce.com/s/articleView?id=service.fs_enable.htm&type=5&language=en_US) - [Work Capacity Considerations and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_consid_limits.htm&release=264.0.0&type=5 " When you set up work capacity, there are some considerations and limitations to keep in mind.") - [Set Up and Configure Your Org for Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_experience_cloud_setup.htm&release=264.0.0&type=5 "The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service territories.") <!-- document id=5792eb33585fef6c9405568944caaecf996a9db2b68fedb1c42e14f157055967 url=/admin/current/en-us/service/264-0-0/fs_work_plans_create_parent_page.md --> # Set Up Field Service Work Plans Learn how to create and use Field Service work plans to deliver consistent service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Learn About Work Plans in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_intro.htm&release=264.0.0&type=5)** Keep Field Service workers on track with guided steps for completing their work. - **[Get Started with Work Plans in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_set_up.htm&release=264.0.0&type=5)** Customize your work plans settings, assign users permissions to manage work plans, and map fields that display information for work plans and work steps. - **[Build and Manage Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_build_and_manage.htm&release=264.0.0&type=5)** Create and maintain work plans by defining templates for work steps and work plans, and create work plan selection rules. - **[View and Complete Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_view_and_complete.htm&release=264.0.0&type=5)** Back-office workers can view and complete work plans on their desktop. <!-- document id=02edd98a6989297abbae3419cfacaa6737c03fafa3d2beef67b0b9df1e496517 url=/admin/current/en-us/service/264-0-0/fwm_configure_1.md --> # Set Up Frontline Workforce Management Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1534e58">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1534e61">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e58 ">1. Get the Frontline Workforce Management and Unified Workforce Management add-on licenses.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e61 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.users_checkout.htm&type=5&language=en_US" target="_blank">Manage Your Salesforce Account</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e58 "> <p>2. From Setup, turn on Frontline Workforce Management and its features.</p> <ul> <li>Enable Frontline Workforce Management. The required tab set is automatically installed when you enable the feature.</li> </ul> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e61 "> <a href="https://help.salesforce.com/s/articleView?id=service.fwm_enable.htm&release=264.0.0&type=5" title="To use Frontline Workforce Management, turn on the org preference in Salesforce Go.">Enable Frontline Workforce Management and Feature Preferences</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e58 ">3. Assign all four Frontline Workforce Management sets to your own user profile. Assign the appropriate permission sets to your fellow users.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e61 "> <a href="https://help.salesforce.com/s/articleView?id=service.fwm_permission_sets.htm&release=264.0.0&type=5" title="Assign the Workforce Management Analyst, Workforce Management Planner, or Workforce Management Worker permission sets to users of Frontline Workforce Management features.">Frontline Workforce Management User Permission Sets</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e58 "> <p>4. Create a custom Lightning Console app Frontline Workforce Management.</p> <p>Add some or all of these features to the Select Items page: </p> <ul> <li>Home</li> <li>Intelligent Forecasts</li> <li>Job Profiles</li> <li>Capacity Plans</li> <li>Operating Hours</li> <li>Resource Absences</li> <li>Schedule Manager</li> <li>Scheduling Constraints</li> <li>Service Resources</li> <li>Service Resource Preferences</li> <li>Service Territories</li> <li>Shift Scheduling Operations</li> <li>Shifts and Shift Templates</li> <li>Time Sheets</li> <li>Workloads</li> </ul> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d1534e61 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&type=5&language=en_US" target="_blank">Create and Edit a Custom Lightning Console App</a> </td> </tr> </tbody> </table> - **[Frontline Workforce Management User Permission Sets](https://help.salesforce.com/s/articleView?id=service.fwm_permission_sets.htm&release=264.0.0&type=5)** Assign the Workforce Management Analyst, Workforce Management Planner, or Workforce Management Worker permission sets to users of Frontline Workforce Management features. #### See Also - [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.") - [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.") - [Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5 "A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.") - [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..") - [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.") <!-- document id=43f0a265521c8b6a2ec9888e9365dac0284e24ab3be8b6edc378492f6bac3333 url=/admin/current/en-us/service/264-0-0/mfs_lba_parent.md --> # Set Up Geolocation-Based Actions for Field Service Mobile Workers Automate actions based on the location of your mobile workers. Prompt your mobile workers to complete the actions before or after their service appointments and also at other locations like dispatch centers (service territory or service territory members). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d154621e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154621e78 ">To create and edit custom objects:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154621e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d154621e78 ">To edit object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d154621e78 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Geolocation-based actions are currently not supported for service resources of type crew. in the Field Service mobile app. For more information, contact Salesforce customer support. ## Give Mobile Workers Permissions 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Edit the required profile. 3. From the General User Permissions section, select **Run Flows**. 4. From the Standard Object Permissions section, give Read and Edit permissions for the Geolocation Based Actions object. ## Add the Related List 1. From the object management settings for service appointments, go to Page Layouts. 2. Open the mobile worker’s page layout. 3. Drag Geolocation Based Actions into the Related Lists section. 4. For validation purposes, repeat steps 1 to 3 for the Salesforce admin’s page layout. 5. In the mobile app and in the desktop application, open a service appointment record and verify that you can see the related list. ## Create a Geolocation-Based Action You can manually create a specific action for a mobile worker. To set up an automation that lets you create actions at scale for all of your mobile workers, see [Automate Geolocation-Based Actions](https://help.salesforce.com/s/articleView?id=service.mfs_lba_automate.htm&release=264.0.0&type=5 "Set up a flow to automate your actions at scale for all your mobile workers."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you manually create a geolocation-based action for a specific service appointment instead of using a flow, make sure you set the owner as the assigned service resource’s user. Geolocation-based action supports service territory and service territory members. You can assign geolocation-based action objects to service territory members linked to the service resource. You can also directly assign the objects to service territories associated with those members. In either case, the location-based actions will function just as they do for service appointments. 1. From the App Launcher, find and select **Service Resources**. 2. Select the required service resource. 3. In the Geolocation-Based Actions related list, click **New**. 4. Enter a name and a description. 5. For Action Type, select one of these options. - **Platform Alerts**: Silently logs a timestamp based on the mobile worker’s location when they arrive or leave a job site. - **View Records**: When the mobile worker arrives or leaves a jobsite, a record opens. - **Quick Actions**: When the mobile worker arrives or leaves a jobsite, a quick action pops up. 6. For Action Data, provide the JSON format according to the selected action type. - For the Platform Alert action type, if you leave this field empty the invocation timestamp is updated or you can enter the JSON format of the API name of the quick action, for example, {"quickAction": "quick\_action\_name"}. Your mobile screen flow runs automatically when you open the app, based on your input. - For the View Record action type, enter the JSON format of the ID of the record. For example, {"viewRecord": "1WLxx000000003FGAQ"}. - For the Quick Action action type, enter the JSON format of the API name of the quick action as it’s shown in the page layout. For example, {"quickAction": "Global.LogACall"}. Quick actions must be of type Flow, Lightning Web Component, or Create and Update Record. To find the API name of a quick action in Object Manager, open the Service Appointment object and click **Page Layouts**. Open the mobile worker’s page layout and hover over the required quick action. The API name is shown as the Name of the action in the tooltip. In this example, the API name is ServiceAppointment.SendEmail. ![API name in the page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_quick_action_api_name.png) 7. For Radius, enter the distance in meters from the location of the associated object that triggers the action. The minimum radius is 100 meters. 8. To determine whether this action is triggered when the mobile worker arrives or leaves the jobsite, for Trigger Type, select **Enter** or **Exit**. 9. To see the Geolocation Based Actions records, from the App Launcher, find and select **Geolocation Based Actions**. If you can’t see Geolocation Based Actions in the App Launcher, review the tab settings. 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Edit the required profile. 3. Click **Object Settings**. If you can’t see this option, follow the instructions in [Enable the Enhanced Profile User Interface](https://help.salesforce.com/s/articleView?id=platform.users_profiles_about_enhanced_ui.htm&language=en_US). 4. Set the Tab Settings of Geolocation Based Actions to **Default On**. Now that you understand how geolocation-based actions work, you can set up a flow to [automate your actions](https://help.salesforce.com/s/articleView?id=service.mfs_lba_automate.htm&release=264.0.0&type=5 "Set up a flow to automate your actions at scale for all your mobile workers.") at scale for all of your mobile workers. <!-- document id=2cd8a9eb7fe700a1ab39ccd4c416cfcf602ff6522c83a2cfdd0608bad3d4b0fb url=/admin/current/en-us/service/264-0-0/wfs_set_up_guest_scheduling.md --> # Set Up Guest Scheduling Flows in Workforce Scheduling Allow guest users to schedule from your Experience Cloud site so visitors can book, reschedule, and cancel appointments without signing in. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Before you begin - Set up and activate an [Experience Cloud site](https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5&language=en_US) with guest user access enabled. See [Allow Guest User Access](https://help.salesforce.com/s/articleView?id=experience.rss_flow_guestuser.htm&type=5&language=en_US). - Set up Workforce Scheduling and confirm the CRM booking experience works before you extend it to guests. - Confirm your org can send outbound email because guests receive a one-time passcode by email to verify their identity. ## How guest scheduling works Guests aren't logged in, so they can't be matched to a contact or account the way authenticated users are. Guest scheduling handles this with two additions to the standard flows: - **Identity verification.** Before a guest booking is saved, the flow collects the guest's name and email, sends a one-time passcode by email, and validates it. - **Guest data access.** Guests read scheduling data through a permission set and criteria-based sharing rules that you grant explicitly. You set up guest scheduling by cloning the shipped scheduling flows, pointing them at guest identity verification, and adding them to your guest Experience Cloud pages. - **[Assign Guest Access](https://help.salesforce.com/s/articleView?id=service.wfs_assign_guest_access.htm&release=264.0.0&type=5)** Assign the permission sets that let guest users read the scheduling data model and create appointments. - **[Grant Guests Read Access to Scheduling Data](https://help.salesforce.com/s/articleView?id=service.wfs_grant_guests_read_access.htm&release=264.0.0&type=5)** Share the scheduling records that guests need to see available time slots and complete a booking. - **[Set Up the Guest Flows](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_guest_flows.htm&release=264.0.0&type=5)** Clone the shipped scheduling flows so you can activate them, make them available to guests, and point them at guest identity verification. - **[Add the Flows to Your Guest Pages](https://help.salesforce.com/s/articleView?id=service.wfs_add_flows_to_guest_pages.htm&release=264.0.0&type=5)** Add the flows directly to your guest Experience Cloud pages. <!-- document id=95e743dd002bc7caa3b426ee3dc8be2b5458e1c283fbf97c81d598328362ba1e url=/admin/current/en-us/service/264-0-0/set_up_guided_agent_troubleshooting.md --> # Set Up Guided Agent Troubleshooting Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88971e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To set up Omni-Channel Flow and Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To set up Enhanced Chat v1:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Customize Application AND Modify Metadata Through Metadata API Functions </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To build and manage Service Agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application</td> </tr> </tbody> </table> Make sure you have the Agentforce for Service or Einstein Platform add-on license. Proactive Service offers two fulfillment methods to resolve customer issues: Unified Catalog (UC) and Guided Troubleshooting. - Unified Catalog (UC): Provides a centralized repository of resources, such as knowledge articles and self-service tools, for customers to resolve issues independently. - Guided Troubleshooting: Uses Agentforce and Messaging infrastructure to provide interactive, step-by-step assistance. Choosing Guided Troubleshooting while creating a Proactive Service Scenario requires setting up the Agentforce and Messaging infrastructure. Enhanced Chat serves as the primary communication medium for this fulfillment type. Setting up this channel creates the digital environment for the Agentforce Service agent to start conversations based on service campaigns and customer signals. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This feature currently supports only Enhanced Chat v1. Enhanced Chat v2 isn't compatible. 1. From Setup, in the Quick Find box, enter Messaging, and select **Messaging Settings**. 2. In the Channels section, select **New Channel**. 3. Select **Enhanced Chat** as the platform type and click **Next**. 4. Select **Add User Verification** to make sure agent actions run in the context of the authenticated user. 5. Save your changes. #### See Also - [Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&language=en_US) <!-- document id=a1e7de42d6a307056b32878a56a464a0b7b5786ea2c0f2a689852a56ed245590 url=/admin/current/en-us/service/264-0-0/voice_health_check_importcc.md --> # Set Up Health Check Stack for Contact Centers Created Through XML Import Install the health check stack in your AWS account for contact centers manually created through XML import. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US&type=5" target="_blank">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125362e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125362e69 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125362e69 ">Customize Application AND Manage Call Centers </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125362e69 ">To run service checks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125362e69 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> 1. Install the BYOAHealthCheckStack.yaml in your AWS account from the [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas/tree/master/cloudformation) repository. 2. Retrieve the ARN of the `HealthCheckRole` created by the health check stack. 3. Edit your contact center definition XML file. 4. Add the `reqSCVHealthCheckRole` property in the `reqHvcc` section and set its value to the `HealthCheckRole` ARN. The `reqSCVHealthCheckRole` property must be in `*-SCVHealthCheckRole` format. 5. Add the `reqSCVHealthCheckLambdaArn` property in the `reqHvcc` section and set its value to the `SCVHealthCheckLambda` ARN. 6. Import the updated XML file to your contact center. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The health check stack version must be the same as the contact center version. In a multi-org setup, after installing the health check stack, add the value of the Health Check Lambda ARN for the `reqSCVHealthCheckLambdaArn` property within the `reqHvcc` section in the contact center XML file <!-- document id=b75016735489b4b02c5fd8b5364136324a10bea2e834aaae9c5c385be06a52c2 url=/admin/current/en-us/service/264-0-0/voice_health_check_amazoncc.md --> # Set Up Health Check Stack for Provisioned Contact Centers To run service checks in a contact center, authorize Salesforce to install and run the HealthCheck Lambda function with the IAM role in your AWS account. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US&type=5" target="_blank">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76250e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76250e72 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76250e72 ">Customize Application AND Manage Call Centers </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76250e72 ">To run service checks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76250e72 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter **Contact Centers**, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**. 2. Open the contact center for which you want to configure the health check stack. 3. In the Contact Center details page, turn on the **Contact Center Health** option. 4. Review the authorization message. By enabling this option, you authorize Salesforce to install and use a HealthCheck Lambda function with the IAM role. ![Review the authorization message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_install_health_check.png) Starting in the Summer ‘26 release, you can enable the Contact Center Health option only if you’ve updated your contact center to the latest version. 5. Save your changes. You receive an email with the results of the health check stack installation in your contact center. You can run the service check when Salesforce has installed the health check stack in the contact center. <!-- document id=75b61499dbac62299ab5a5fd7b0d8d24c0265065f0962335493cb91f15b5f3dc url=/admin/current/en-us/service/264-0-0/voice_health_check_lambda.md --> # Set Up Health Check Stack to Run Self-Service Checks To run the service check, the health check stack must be installed for your contact center. The health check stack contains the HealthCheckFunction Lambda, the HealthCheckRole, and the HealthCheckLambdaExecutionRole. The HealthCheckFunction Lambda checks the AWS account status and generates the report. The HealthCheckRole triggers the HealthCheckFunction Lambda. The HealthCheckLambdaExecutionRole runs the HealthCheckFunction Lambda. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US&type=5" target="_blank">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d166692e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166692e68 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166692e68 ">Customize Application AND Manage Call Centers </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166692e68 ">To run service checks:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166692e68 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> - **[Set Up Health Check Stack for Provisioned Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_health_check_amazoncc.htm&release=264.0.0&type=5)** To run service checks in a contact center, authorize Salesforce to install and run the HealthCheck Lambda function with the IAM role in your AWS account. - **[Set Up Health Check Stack for Contact Centers Created Through XML Import](https://help.salesforce.com/s/articleView?id=service.voice_health_check_importcc.htm&release=264.0.0&type=5)** Install the health check stack in your AWS account for contact centers manually created through XML import. <!-- document id=5a27fd2f936559bee53ff0c2160a91ec80c38ea5534f1b082d389220b8afe179 url=/admin/current/en-us/service/264-0-0/help_center_setup_flow.md --> # Set Up Help Center with a Guided Setup Flow Create a self-service help center in minutes with a quick guided setup flow. Name your help center and give it a URL. Select article topics and article authors. Create a contact form so customers can contact you if their questions aren’t answered. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Help Center setup flow is the fastest and easiest way to get your help center up and running. In this flow, you build a help center where visitors can search for and view knowledge articles and contact you with a web form. ![Start screen of the Help Center setup flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/help_center_flow_start.png) ## Where to Access the Setup Flow This flow is available from the Help Center setup page in Lightning Experience with Essentials Edition. In other editions, the flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. Service Setup isn't available in orgs created in Spring '26 or later. In Service Setup, you can find recommended setup flows, content, and tips based on what's already set up. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Select the tile to open the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Creating a domain - Giving your help center a name and path - Creating or selecting topics to show in your help center - Selecting your article authors - Creating a contact form If you select **Publish my help center** in the flow, your help center is published immediately. Otherwise, you can publish from the Experience Builder whenever you’re ready. We also turn on several things in the background during the setup flow. - Lightning Knowledge: We turn on Lightning Knowledge. If Lightning Knowledge was already enabled, make sure that you specified “Knowledge” as the name of your knowledge base. - Knowledge objects: We create some objects in Lightning Knowledge to get you started. - A Knowledge record type named FAQ - A page layout named Lightning Knowledge FAQ Layout - Custom fields Question and Answer ## Permission Set with Authors Permissions Assigned to Users To make sure that your article authors can write and publish articles, we make a permission set for the users you select in the setup flow. We give them the correct permissions for them to view, create, edit, and delete articles and give them the Edit Knowledge user permission. The permission is called Knowledge LSF Permission Set (with the developer name Knowledge\_LSF\_Permission\_Set). We also give your authors the Knowledge User license and add data category group visibility to their profiles. ## Mapping Topics and Data Categories When you create topics in the flow, a lot goes on behind the scenes to connect those topics to your help center and knowledge articles, even if you haven’t written them yet. Your help center uses topics, data categories, and data category groups to make sure that your customers can find your articles. With data categories and data category groups, you can organize your articles so your customer can do less searching. For example, you can have a data category group called US Regions, which includes the data categories West, Midwest, South, and Northeast. So when you write an article that lists the locations and hours of your stores on the West Coast, select the West category. If you don’t have any active data category groups when you start the flow, you create topics during the flow. We use those topic names to create data categories and put those categories in a data category group called Help Center Setup Flow. Then, we create featured and navigational topics in your help center and map them to the data categories. Your topics appear in your help center, and relevant articles show up when a customer clicks a topic. If you already have some data categories when you start the flow, we go through a similar process. You select the data categories you want in your help center, and we map them to topics. We also create a data category group called Help Center Setup Flow. ## Community with the Help Center Template Your help center is powered by Communities, which lets you create branded spaces for your employees, customers, and partners to connect. A help center is a special type of community that gives you just what you need for a self-service page, without advanced features like user logins and collaboration. With your help center, you get access to Experience Builder and Experience Workspaces, where you can add branding and arrange and manage your topics. ## Guest User Profile Everyone who visits your help center is a guest user. We create a guest user profile that lets them view your data categories and record types, such as your articles. We also give them the right permissions so they can log cases with the web form that you create in the flow. ## Web-to-Case and Quick Action Edit Capabilities When you create a contact form, Web-to-Case and Quick Action edit capabilities are automatically enabled. This means that when you publish your help center, guests can submit cases directly from your help center. ## Help Center Setup Flow: What’s Next? Learn where you can customize and view what you set up during the Help Center setup flow. After completing the setup flow, you have a budding help center that’s ready to be filled with great articles for your customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note We guide you to your next steps using the Help Center page in Setup, which is only available in Essentials Edition. If you’re using Help Center with a different edition, you can navigate to these settings from the All Sites page in Setup. Manage Your New Help Center View and manage your help center from the Help Center page in Setup. You can create up to 5 help centers with Essentials Edition. Enter Help Center in the Quick Find box, then select **Help Center**. Brand Your Help Center Set the colors, font, and branding images to give your help center a personal touch. From the Help Center page in Setup, click **Edit** next to your help center to open the Experience Builder. Manage Your Article Topics Make sure that the article topics you created during the flow cover everything that your customers want to know. Your customers use topics to help find articles in your help center. If you didn’t create any during the flow, go ahead and create some. You can view, add, and edit your topics in the Content Management tile in Experience Workspaces. From the Help Center page in Setup, click **Edit** next to your help center to open the Experience Builder. Click the icon on the left of the navigation bar and select **Experience Workspaces**. Write and Publish Articles Now that you’ve set up Lightning Knowledge it’s time to start writing and publishing articles. You can have up to 500 articles in one language with Essentials Edition. You can write and manage articles from Knowledge home in Lightning Experience. From the App Launcher, find and open **Knowledge**. Handle Cases from the Contact Form Your contact form creates cases for your team to solve. Create a queue and connect it to your Web-to-Case form using case assignment rules. Show it Off Add a link to your help center on your website. You can also set up SEO so that your help center shows up in search results when your customers are looking for answers. #### See Also - [Create and Edit Articles](https://help.salesforce.com/articleView?id=knowledge_article_create.htm&language=en_US) - [Set Up Assignment Rules](https://help.salesforce.com/articleView?id=creating_assignment_rules.htm&language=en_US) - [SEO for Experience Builder Sites](https://help.salesforce.com/articleView?id=networks_seo.htm&language=en_US) <!-- document id=586b9050adbd8203a9f84528ff8da256643c47e960135e90049ee3e025f55d74 url=/admin/current/en-us/service/264-0-0/hr_svc_activate_af_assets.md --> # Set Up HR Agentforce Assets Before Activation Configure the dependencies that each HR Agentforce asset needs before you activate it. Most assets use connector authentication, Service Catalog Item setup, or both, plus a few asset-specific variables. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Every HR Agentforce asset except the Confidential Case Management subagent depends on one or both of these setup procedures, in any order. Complete the procedures that the asset table names, and then set any asset-specific variables. **Connector authentication** Authenticate the connector in the asset's autolaunch flow. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Open the prebuilt autolaunched flow for your asset. 3. Select **Save As** to create a flow version. 4. In the **Set Input Values** element, enter your connector credentials. 5. Save and activate the flow. **Service Catalog Item setup** Set up a Service Catalog Item (SCI) for each non-Get action, such as a Create, Submit, Change, or Swap action. 1. In Unified Catalog, create the SCI from its item template if it doesn't exist. 2. Copy the Service Process ID from the item's URL (for example, `01tSB000008sq9tYAA`). 3. In the agent instructions, replace the `<service_process_id>` placeholder with this ID in every instruction chunk, at the subagent level or action level, that references the SCI. 4. If an asset has multiple actions that map to different SCIs, repeat these steps for each action. Match each placeholder to the Service Process ID of its own SCI. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Setup requirements by asset"> <caption>Setup requirements by asset</caption> <colgroup> <col style="width:40%"> <col style="width:60%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16951e132">Agent / subagent / actions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d16951e135">Setup before activation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Goal Management</p> <p><strong>Subagent:</strong> Goal Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Performance Summary, Create Self Appraisal, Get Employee Goals, Update Employee Goals, Delete Employee Goals</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Configure the prebuilt connector in Flow Builder, and then set up connector authentication.</p> <p>Set up the Service Catalog Item for each non-Get action.</p> <p style="margin-bottom:0;"><strong>Subdomain variable:</strong> Get your company's subdomain from the external connector's login URL. In the agent script, replace the subdomain placeholder with this value. For example, for employee goal management linked to BambooHR, replace <code><bamboohr_subdomain></code> with the subdomain from your BambooHR login URL. </p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Compensation Agent</p> <p><strong>Subagent:</strong> Compensation And Rewards Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> View Salary And Total Rewards</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Set up connector authentication with your Paychex connector credentials.</p> <p style="margin-bottom:0;">No Service Catalog Item setup is required for this action.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Payroll Agent</p> <p><strong>Subagent:</strong> Employee Payroll Management</p> <p><strong>Actions:</strong> Get Pay Period, Get Worker Paychecks, Get Payroll Discrepancy, Verify Pay Adjustments, Report Payroll Discrepancy</p> <p><strong>Subagent:</strong> Paychex Direct Deposit Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Worker Direct Deposits, Change Direct Deposit Allocation</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Set up connector authentication with your Paychex connector credentials.</p> <p style="margin-bottom:0;">Set up the Service Catalog Item for Report Payroll Discrepancy and Change Direct Deposit Allocation.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Task Management</p> <p><strong>Subagent:</strong> Manage Employee Tasks</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Open Tasks For Employee, Mark Task As Complete</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Set up connector authentication with your HiBob connector credentials.</p> <p style="margin-bottom:0;">Set up the Service Catalog Item for Mark Task As Complete.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Onboarding Wizards</p> <p><strong>Subagent:</strong> Onboarding Wizards</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get All Onboarding Wizards</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Set up connector authentication with your connector credentials.</p> <p style="margin-bottom:0;">No Service Catalog Item setup is required for this action.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Time, Attendance & Scheduling</p> <p><strong>Subagent:</strong> Shift Swap</p> <p><strong>Actions:</strong> Get Employees For Shift Swap, Swap Shifts</p> <p><strong>Subagent:</strong> Anomaly Correction (Missed Punches)</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Correct Missed Punch</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Set up connector authentication with your connector credentials.</p> <p style="margin-bottom:0;">Set up the Service Catalog Item for Swap Shifts and Correct Missed Punch.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Direct Deposit Management</p> <p><strong>Subagent:</strong> Employee Direct Deposit Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Direct Deposit Details, Submit Direct Deposit Details</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p>Replace these placeholder values in the instructions:</p> <p><strong>Named credential for the Workday connection:</strong> Replace <code><Named Credential></code> with the named credential that connects the Mule application to Workday.</p> <p><strong>Service Process ID:</strong> Replace <code><productid></code> with the Service Process ID (the Unified Catalog Product2 ID that you created).</p> <p style="margin-bottom:0;"><strong>Scope:</strong> This subagent updates the details of an existing direct deposit account only. It can't set up a new account or delete an existing one.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Leave Agent</p> <p><strong>Subagent:</strong> Employee Leave Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Leave Balance, Apply For Leave Action</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p><strong>Named credential setup in MuleSoft Direct:</strong> From Setup, in the Quick Find box, enter <kbd>MuleSoft Direct</kbd>, and then select <strong class="uicontrol">MuleSoft Direct</strong>. Turn on the Absence Management API app, enter the required details, and deploy the app. Deployment creates a named credential. From Setup, in the Quick Find box, enter <kbd>Named Credentials</kbd>, and then select <strong class="uicontrol">Named Credentials</strong>. Copy the API name of your named credential. </p> <p><strong>Named credential for the Workday connection:</strong> Replace <code><named_credential_value></code> with the API name of the named credential that connects the Mule application to Workday. </p> <p style="margin-bottom:0;">Set up the Service Catalog Item for each non-Get action.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Expense Management Agent</p> <p><strong>Subagent:</strong> Employee Expense Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Get Expense Items, Get Past Expense Reports, Submit Expense Report</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p><strong>Expense category IDs:</strong> Replace <code><category_ids></code> with a comma-separated list of the expense category IDs.</p> <p><strong>Named credential:</strong> Replace <code><named_credential_value></code> with the named credential for the connection.</p> <p style="margin-bottom:0;">Set up the Service Catalog Item for Submit Expense Report.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> Employee Profile Management</p> <p><strong>Subagent:</strong> Employee Profile Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Update Employee Profile</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p style="margin-bottom:0;">Set up the Service Catalog Item for Update Employee Profile. For this asset, use the Omni Process ID (omni process) in place of the Service Process ID when you map the placeholder.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> HR Service Agent</p> <p><strong>Subagent:</strong> Manage Employee Resignation</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Submit Resignation</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p style="margin-bottom:0;">Set up the Service Catalog Item for Submit Resignation.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> HR Service Agent</p> <p><strong>Subagent:</strong> Employee Job Location Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Change Job Location</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p style="margin-bottom:0;">Set up the Service Catalog Item for Change Job Location.</p> </td> </tr> <tr class=""> <td data-label="Agent / subagent / actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e132 "> <p><strong>Agent:</strong> HR Service Agent</p> <p><strong>Subagent:</strong> Employee Workplace Accommodation Management</p> <p style="margin-bottom:0;"><strong>Actions:</strong> Request Workplace Accommodation</p> </td> <td data-label="Setup before activation" class="slds-cell-wrap" style="vertical-align:top;" headers="d16951e135 "> <p style="margin-bottom:0;">Set up the Service Catalog Item for Request Workplace Accommodation.</p> </td> </tr> </tbody> </table> **HR Service Agent: Confidential Case Management** **Subagent:** HR Service Confidential Case Management **Actions:** HR Service Get Object Picklist Values, HR Service Create Confidential Complaint This subagent captures sensitive reports, such as harassment, violence, bias, or offensive language, and routes them to authorized specialists instead of blocking them with the standard content guardrails. Instead of connector authentication or Service Catalog Item setup, this subagent uses custom subagent configuration and a confidential case flow. To set it up: - **Subagent override:** To handle company-specific keywords or unusual reporting scenarios, override the default subagent with custom instructions. Custom instructions help the agent interpret workplace nuances and route confidential reports that standard guardrails otherwise block. - **API Name:** If you override or recreate this subagent, set the API Name to `inappropriate_content`. This identifier lets the subagent capture sensitive reports that the standard content guardrails otherwise block. - **Scope field:** In the Scope field, paste the categories to capture, such as violence, harassment, bias, or offensive language, so the agent identifies the correct triggers. - **Confidential case flow:** Configure the instructions to start the confidential case flow when the subagent is triggered. - **Required actions:** Manually add two actions: HR Service Get Object Picklist Values, to categorize the issue, and Create Confidential Case, to route the report to authorized specialists. - **Escalation to a human specialist:** To route confidential conversations to a human specialist, override your standard escalation flow, or merge the logic from the Escalate Confidential Complaint flow into your existing configuration. <!-- document id=119cf063beefc0a50dabc2b383b3e60741fd01d7095d6996c37b6d31ecd3c6b0 url=/admin/current/en-us/service/264-0-0/hr_svc_sf_go_intro.md --> # Set Up HR Service with Salesforce Go Salesforce Go simplifies service setup by providing an intuitive, streamlined platform to configure and deploy your service operations quickly and efficiently. You can leverage Salesforce Go features, feature sets, and tailored solution bundles to rapidly configure and deploy your service offerings with precision and scale. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up the HR Service Solution](https://help.salesforce.com/s/articleView?id=service.hr_svc_initial_setup.htm&release=264.0.0&type=5)** Use Salesforce Go to quickly set up the HR Service solution, which includes installing metadata, setting up accounts, configuring the self-service portal, and assigning permissions. This Jumpstart solution provides ready-to-use configurations for HR Service features. - **[Configure HR Service Features and Feature Sets](https://help.salesforce.com/s/articleView?id=service.hr_svc_disc_set_up_features_sf_go.htm&release=264.0.0&type=5)** Explore, set up, configure, and monitor HR Service features and feature sets in one streamlined Salesforce Go experience after initial setup. Access resources such as videos, online tours, Trailhead, and Salesforce Help to learn about features and complete configuration, discover additional HR Service features and eligible add on licenses based on your edition, and if the Your Account app is enabled, purchase select add ons directly from Salesforce Go. <!-- document id=d8027e9e70d7f75f51ae3eeaddcdb356eb7e07a7a67e9253555608b33033a524 url=/admin/current/en-us/service/264-0-0/voice_setup_idp.md --> # Set Up Identity Provider Before turning ON Voice, you must configure the Identity Provider. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d120137e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120137e60 ">To enable Identity Provider:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120137e60 ">Manage Identity Provider </td> </tr> </tbody> </table> Applies to these telephony models. - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect - Salesforce Voice with Partner Telephony ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you enable the Identity Provider, you cannot disable the Identity Provider. However, you can create new certificates. 1. In the Setup page, search for Identity in the Quick Find box, and select **Identity Provider**. 2. Click **Enable Identity Provider** option twice. 3. Salesforce automatically generates a self-signed certificate. If not, create a new certificate. 4. Save your changes. <!-- document id=e88d485643a403ae7f17c7bcaf366ac6ea1d826540bbbe99a4ce6a436ed9030d url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_set_up_incident_management.md --> # Set Up Incident Management for IT Services Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5)** Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases. - **[Configure Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_inc.htm&release=264.0.0&type=5)** Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started. - **[Customize the Incident Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_customize_inc_pg_layout.htm&release=264.0.0&type=5)** Customize the incident page layout and configure the record page to capture important details for Incident Management. - **[Configure Email-to-Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_configure_email_to_incident.htm&release=264.0.0&type=5)** Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled. - **[Configure Voice and Chat to Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_voice_and_chat_to_inc.htm&release=264.0.0&type=5)** Create incident records directly from live conversations or messaging sessions to capture customer data efficiently. - **[Set Up Settings for Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_direct_promote.htm&release=264.0.0&type=5)** Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency. - **[Set Up Service Requests from Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_inc_to_sr.htm&release=264.0.0&type=5)** Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents. <!-- document id=042ccef1b2865879bef0c725a15c103fc5541a9d4b0dee07cf249d9fa062529c url=/admin/current/en-us/service/264-0-0/csi_manage_insights.md --> # Set Up Insights Set up your dashboard insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited,</strong> and <strong>Developer</strong> Editions with Data 360 enabled and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5471e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5471e71 ">To set up insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5471e71 ">Data Cloud Admin permission set</td> </tr> </tbody> </table> To turn on clustering, you must [generate insights](https://help.salesforce.com/s/articleView?id=service.task_cxi_channels.htm&release=264.0.0&type=5 "Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email.") for Contact Reasons. 1. From Setup, use Quick Find to go to Customer Signals Intelligence. 2. From Manage Insights, click **Set Up**. 3. Agree to the terms of use. 4. Select the AI provider that you want to use. 5. For actionable insights from granular contact reason data, turn on **Clustering Analysis**. The Clustering Transform groups contact reasons into clusters that are visually represented on the [CSI dashboard in a widget](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_sentiment_insights.htm&type=5&language=en_US). Every time it runs, the transform generates a new set of clusters. Configuring clustering consumes Data Cloud and Flex credits. If you choose not to turn on Clustering Analysis, go to step 9. 6. To configure clustering, enter a minimum cluster size. For more focused insights, enter a smaller number to create more clusters by grouping fewer contact reasons. For broader insights, enter a larger number to create fewer clusters by grouping more contact reasons. 7. Select the date from when you want to process contact reasons into clusters. Only insights created on or after this date are used to create clusters. Use this date to leave out older or invalid insights from clustering. The date also controls how much data is processed and how many Flex credits are used. 8. You can run the [Clustering Transform manually](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_run.htm&type=5&language=en_US) or [schedule it](https://help.salesforce.com/s/articleView?id=service.csi_schedule_clustering.htm&release=264.0.0&type=5 "To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, schedule the clustering transform."). Running the clustering transform consumes Data Cloud and Flex credits. 9. Save your changes. - **[Schedule Clustering](https://help.salesforce.com/s/articleView?id=service.csi_schedule_clustering.htm&release=264.0.0&type=5)** To ensure that the most up-to-date data is available by a particular time or to run a job during non-business hours, schedule the clustering transform. <!-- document id=81df0a1df2f32ae597125db036366310c092178578a7240625a6ae84569e731f url=/admin/current/en-us/service/264-0-0/console2_setup_log.md --> # Set Up Interaction Logs for a Console in Salesforce Classic An interaction log lets Salesforce console users write notes on records that appear on primary tabs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d7443e44">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7443e44 ">To set up interaction logs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7443e44 ">Customize Application</td> </tr> </tbody> </table> For example, when cases appear on primary tabs, an interaction log can appear so that users can take notes on cases. You can create multiple interaction logs and customize them to display specific task fields for different users to update. 1. From Setup, enter Interaction Log Layouts in the Quick Find box, then select **Interaction Log Layouts**. 2. Click **New**. 3. Name the interaction log. 4. Select task fields to add to the interaction log and click **Add**. - \* indicates required fields. - You can only add editable task fields to interaction logs. - The Enter your notes here... field is automatically added to all interaction logs; you can't remove it. 5. If you want this interaction log to be the default for all users, select Set as default layout. You can't delete a default interaction log; you must first mark another interaction log as the default for your organization. 6. Click **Save**. After you set up or customize interaction logs, you can assign them to different user profiles and turn them on to display. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip You can create custom fields for tasks and add them to interaction logs. For example, you can create a Caller Disposition picklist with values of Angry, Neutral, and Satisfied. - **[Turn On Interaction Logs for a Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_log_on.htm&release=264.0.0&type=5)** To display interaction logs, you must turn them on for page layouts assigned to different user profiles. - **[Assign Interaction Logs in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_log_assign.htm&release=264.0.0&type=5)** After you set up or customize interaction logs, you can assign them to different user profiles. <!-- document id=b275c6dd2dc72eb4e7d0b80821e45204e05d48b0a89fffcbbe87f53157d37b79 url=/admin/current/en-us/service/264-0-0/mfs_einstein_interactive_pre_work_brief.md --> # Set Up Interactive Pre-Work Brief for Field Service Mobile Workers Mobile workers can not only see an AI-generated pre-work brief summary, they can now go further and ask follow-up questions about their upcoming work order directly from the pre-work brief widget. Agentforce uses the context from your work order and pre-work brief to answer questions instantly, so you arrive on-site fully prepared. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Field Service add-on or the Agentforce for Field Service add-on. Also available in <strong>Einstein 1 Field Service</strong> Edition.</p> <p style="margin-bottom:0;">To purchase the Einstein for Field Service add-on or the Agentforce for Field Service add-on, contact your Salesforce account executive. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Einstein generative AI is available in Lightning Experience.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions. </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90596e107">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">To build and manage Pre-Work Brief:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">To create and assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">To use Field Service topics and actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 "> <ul> <li>Access Agent Topics and Actions for Field Service</li> <li>Einstein Field Service User permission set</li> <li>Prompt Template User</li> <li>Prompt Template Manager</li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">To use Agentforce: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">Use Agentforce Default Agent</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">To access and run prompt templates outside Prompt Builder: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90596e107 ">Prompt Template User permission set</td> </tr> </tbody> </table> ## Set Up Permissions Before you launch agents, and use interactive pre-work briefs, it’s important to note the following: 1. [Set up permissions for Einstein for Field Service features](https://help.salesforce.com/s/articleView?id=service.fs_einstein_gen_ai_setup.htm&release=264.0.0&type=5 "Get access to Einstein for Field Service Mobile features."). 2. [Set up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US). 3. [Enable Agentforce](https://help.salesforce.com/s/articleView?language=en_US&id=ai.agent_setup_enable.htm). 4. Add the Einstein Field Service user permission to your users. 5. Access to Field Service with the **FieldServiceAddOn** permission. 6. Ensure you [Upgrade an Agent from the Legacy Builder to the New Builder](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US) or create a new agent. ## Create an Agent Use Agentforce Studio to configure your agents. Create an agent to enable conversational pre-work brief and assign it to the user. 1. [Create an Agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&language=en_US) using a template depending on your use case, use an Agentforce Employee Agent or a Field Service Mobile Work template. 1. The Field Service Mobile Work template has existing topics. 2. If you're using the Agentforce Employee Agent template you need to add the Interactive Pre-Work Brief topic. See [Create an Agent from an Agentforce Employee Agent Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US). 2. If you're using the Agentforce Employee Agent template, add the Interactive Pre-Work Brief topic in the Agentforce Employee Agent template: 1. Click the ![Plus icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/dc_plus.png) icon and select **Add from Asset Library**. 2. Search and select **Interactive Pre-Work Brief**. 3. Click **Add to Agent**. 3. Assign the agent to the users who need access to it. 4. If you have multiple agents, select a subagent with an interactive PWB topic in the Field Service mobile app. See [Configure your agent with subagents, actions, and other agent assets](https://help.salesforce.com/s/articleView?id=ai.agent_parent_configure.htm&language=en_US). ## Using Interactive Pre-Work Brief on the Field Service Mobile App To use the interactive pre-work brief, mobile workers can ask follow-up questions about the assigned work order directly from the work order overview tab on the Field Service mobile app. 1. Open a Work Order tab on the Field Service mobile app. 2. In the Overview tab, view the Pre-Work Brief. 3. Tap the **Ask a Follow Up** button. The Agentforce window opens with the full context of the work order and pre-work brief. 4. Type your question in the text field. The question and its context are sent to Agentforce, and the response appears in the Agentforce window. 5. Review the response. The answer is grounded in your work order data and available knowledge articles. 6. (Optional) Provide feedback on the response quality. ![Interactive Pre-Work Brief in the Field Service mobile app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_262_einstein_interactive_pwb.png) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important This tool uses generative AI, which is known to include inaccurate or harmful responses. Before making business decisions review the output for accuracy and safety. You assume responsibility for the output when used. ## Considerations - The work order and pre-work brief context is transferred to Agentforce automatically when you tap **Ask a Follow Up**. Agentforce responds based on the context it received, along with any additional data sources it can access, such as knowledge articles configured through Agentforce Data Library (ADL). You don't need to specify the work order number or restate asset details that are already linked to the work order. - Interactive PWB requires an internet connection. This feature isn't available when the mobile app is offline. - This feature does not self-learn (follow-up questions do not automatically enrich future pre-work briefs). - You cannot disable interactive pre-work briefs. - Average response latency target is less than 8 seconds. <!-- document id=12d7d49193268b88d2d509cbf4f231a45e8550bdce13291d604da3954bb57ead url=/admin/current/en-us/service/264-0-0/mfs_products_location.md --> # Set Up Inventory Access for Mobile Workers Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d94361e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 ">To update page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 ">To update connected apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 "> <p>Customize Application</p> <p>AND either</p> <p>Modify All Data</p> <p>OR</p> <p style="margin-bottom:0;">Manage Connected Apps</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94361e76 "> </td> </tr> </tbody> </table> Before getting started, get to know Salesforce inventory management terms and processes. ## Show the Inventory Tab (Android and iOS) Let users view and update their inventory, log inventory consumption, and request parts from the Inventory tab. To see the Inventory tab, app users must be active service resources who are associated with a mobile inventory location. They must have at least Read access to product items or product requests. The Inventory tab isn’t available offline. A location represents a physical area where products are stored. Because field service workers typically bring products with them in their vehicle, you can create a field location type to represent their inventory, such as a vehicle or toolbox. 1. From the full Salesforce site, click the **Service Resources** tab. 2. On a service resource, click **Edit**. 3. In the Location lookup field, enter a location that has both **Inventory Location** and **Mobile Location** selected. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t see the Location field, add it to your service resource page layout. ![Location detail page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/location_markup.png) Because this service resource is associated with the location, the user sees the Inventory tab in the app. ![Service Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/service_resource.png) ## Manage Inventory in the Field (Android and iOS) To let service resources who are associated with a mobile inventory location manage their inventory, you create product items that represent the stock. Each product item is linked to a location, such as a van or warehouse, and to a specific inventory product. When you create product items, you can track inventory usage and restock when necessary. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To search by a product code, it must be added to the Product Search Layout. Inventory lists in the Field Service mobile app shows up to 1,000 products. To see inventory for locations added during an active mobile session, log out and then log back in. 1. On the Product Items tab in the full Salesforce site, create product items for the mobile inventory location associated with the service resource. For example, if Service Van 42 contains 30 batteries, create a product item associated with the Service Van 42 location and the Battery product. 2. To let your team create or update the product items representing their inventory, assign the object permissions listed in [Create Product Items to Represent Inventory](https://help.salesforce.com/s/articleView?id=service.fs_create_parts.htm&release=264.0.0&type=5 "After you customize your field service inventory settings, track where your inventory is stored by creating product items."). ![iOS Inventory tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/products.png) ![Anroid Inventory Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/Android_products.png) ## Log Product Consumption (Android and iOS) You can let users who are associated with a mobile inventory location create product consumed records from the field service app. 1. Add the Products Consumed related list to the work order page layout to make it visible in the Products and Related tabs of the work order carousel. 2. Assign the user the object permissions listed in [Track Inventory Consumption in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_products_consumed.htm&release=264.0.0&type=5 "Create products consumed to track the use or consumption of items from your inventory."). ## Let Users Add Required Products (Android and iOS) If a particular product is required to complete a work order or work order line item, add it as a required product. You can let your team create product-required records. 1. Add the Products Required related list to work order and work order line item page layouts. 2. Assign the user the object permissions listed in [Track Required Inventory in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_products_required.htm&release=264.0.0&type=5 "If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician with a voltmeter! Add products required to work types, work orders, and work order line items to ensure that the assigned service resource arrives with the right equipment."). ## Hide the Inventory Tab (Android and iOS) If your mobile workers no longer require access to the Inventory tab, you can hide it. After you complete the steps, users must log out and log in to the Field Service mobile app to see the changes. 1. From Setup, in the Quick Find box, enter **Permission Sets**, and then select **Field Service Mobile License**. Then, go to **Object Settings**, and remove access for Product Item and Product Requests. 2. In the Quick Find box, enter **Service Resource Layout**. Remove the Location field from the Field Service layout. 3. To clear the cache metadata in the mobile app, go to **Settings** in the **Profile**. Select **Advanced Settings**, and then select **Clear Cached Metadata**. #### See Also - [Set Up Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_set_up_parts.htm&release=264.0.0&type=5 "Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job.") - [Let Users Create Product Requests in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_product_requests.htm&release=264.0.0&type=5 "Let your mobile workers create product requests when they find defective parts in their vehicles or their stock runs out.") - [Set Up Multiple Inventory Locations](https://help.salesforce.com/s/articleView?id=service.mfs_products_multiple_locations.htm&release=264.0.0&type=5 "By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services to multiple vendors or want separate inventories for different types of work.") <!-- document id=ec4623a4ca436c5474250a176963cd1257142eb188b4eaf8caddef3da7692a0e url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_issue_mgmt.md --> # Set Up Issue Management for IT Compliance Enable Issue Management to track and remediate compliance gaps. Configure issue types, SLA policies, and action plan templates, and grant access to users who log, work on, and audit issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d70730e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">To enable Issue Management features </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 "> <p>View Setup</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">To assign required permission sets to users</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70730e74 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From the gear icon, select **Salesforce Go**, and then search for **Accelerate Trust with Unified Risk and Compliance** on the **Feature** page. 2. Find and select **Issue Management**. 3. Turn on Issue Management. 4. To grant access to the right users, click **Manage** next to Manage User Access and assign the permission set that matches each user's role. - Assign **Compliance Admin** to managers who oversee remediation across IT Compliance modules. - Assign **IT Compliance Fulfiller** to auditors who need read-only access to issues and associated files. 5. To set up the categories of issues your organization tracks, click **Go to Setup** next to Configure Issue Types. By default, the Type picklist includes Policy, Regulations, Control, Audit, Process, and Incident. Add custom values, rename, or deactivate them to match how your organization classifies compliance issues. For example, you can add Risk as an issue type to track compliance issues arising due to risks. 6. To set resolution timelines and configure the actions that are triggered when SLA milestones approach, succeed, or are violated, click **Go to Setup** next to Configure Issue SLA Policies. 1. Follow the steps in [Set Up Predefined SLA Policies and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predefined_sla_policies_setup.htm&release=264.0.0&type=5 "Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration."). 2. Select the **Compliance Issue** object as SLA Policy Type. 3. [Configure the SLA policy](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_sla_setup.htm&release=264.0.0&type=5 "Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services.") to create and add milestones, automate notifications and updates when a milestone is completed or violated, and to automatically apply correct SLA policies for Compliance Issue records. 7. To see the time-dependent steps from the Compliance Issue, such as first response or resolution time, add the Milestone component to the Compliance Issue page layout. See [Add the Milestones Component to the Incident Layout Page](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_add_milestones.htm&type=5&language=en_US) for exact steps and apply the steps to a Compliance Issue. 8. To draft standard remediation steps that resolvers can apply to common issues, click **Go to Setup** next to Create Action Plan Templates. See [Action Plans for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&release=264.0.0&type=5 "Design action plan templates to capture and automate repeatable tasks for business processes, such as major incident response or change implementation. Enhance collaboration and productivity by automatically assigning tasks, owners, and deadlines, ensuring consistent execution and efficient service delivery.") for more information. Without an action plan template, issue managers won't be able to attach an action plan with a Compliance Issue. 9. To alert issue owners and stakeholders when issues are assigned or updated, click **Go to Setup** next to Configure Issue Notifications in the Unlock Advanced Functionality section. 1. [Configure Notifications for Your IT Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5 "Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic."). Select **Compliance Issue** as the Reference object while configuring the notifications. 10. To monitor issue status, ownership, and resolution timelines, click **Go to Setup** next to Create Issue Dashboards. 1. Follow the steps in [Create a Custom Report Type in the Enhanced Custom Report Type Builder](https://help.salesforce.com/s/articleView?id=xcloud.reports_enhanced_defining_report_types.htm&type=5&language=en_US). Select **Compliance Issue** as the primary object type for your custom report type. <!-- document id=f25daca8b634ec2cb6237f4ff31218fd01363ad8a9e5b49225aeea6f503d3591 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_parent.md --> # Set Up IT Service Basics Enable Agentforce IT Service, then turn on core features quickly by using Salesforce Go features and solution bundles. Set up users and groups for your org, assign permission sets, and define essential settings such as field mappings and priority rules for efficient service delivery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enable Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_enablement.htm&release=264.0.0&type=5)** Turn on IT Service Enablement in Salesforce Go to make the Agentic IT Service Desk app available and unlock setup for other Agentforce IT Service features. - **[Set Up Agentforce IT Service with Salesforce Go](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go.htm&release=264.0.0&type=5)** Deploy features and configure your Agentforce IT Service org faster with a consolidated initial setup solution and automated configuration. Use Salesforce Go features, feature sets, and the Agentforce IT Service Solution to provision IT services in a few clicks, or pick only the capabilities your company needs through a guided installation. - **[Set Up Users and Groups for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_users_groups.htm&release=264.0.0&type=5)** Set up the IT team and Employee users for your IT Services implementation for a seamless experience. - **[Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5)** Control how fields are populated and displayed when you create related IT service records. - **[Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5)** Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily. - **[Permission Sets for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_permission_sets.htm&release=264.0.0&type=5)** Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively. <!-- document id=d3da46f56327c6dff6c5a2a20868676ecde4733463b01144cc0576fb052f99cd url=/admin/current/en-us/service/264-0-0/it_srvcs_create_it_team.md --> # Set Up IT Team Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62086e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create public groups:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create queues:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Public List Views</p> </td> </tr> </tbody> </table> 1. [Create new users](https://help.salesforce.com/s/articleView?id=platform.adding_new_users.htm&type=5&language=en_US) according to different personas needed in your company. For different user personas, review the type of profile you need to use while creating the user. The users will also need the correct permission sets and permission set groups required for their job function. See [Permission Sets for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_permission_sets.htm&release=264.0.0&type=5 "Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively."). | Persona | Purpose | Profile | | --- | --- | --- | | System Admin | Configures and deploys core features in the IT service org, including Incident, Problem, Change, and Release. | System Administrator | | Incident Fulfiller | Resolves day-to-day incidents and leverages Agentforce for faster resolution. | Standard User | | Incident Manager | Manages and oversees the entire incident resolution process, handles escalations, monitors team KPIs, and tracks performance against SLAs. | Standard User | | Major Incident Manager | Manages the Major Incident lifecycle and approves critical events. | Standard User | | Problem Fulfiller | Investigates and addresses the root cause of recurring incidents. | Standard User | | Problem Manager | Owns the Problem Management process, prioritizes recurring issues, ensures Known Error documentation is created, and coordinates resources for Root Cause Analysis (RCA). | Standard User | | Change Fulfiller | Develops the comprehensive implementation plan (tasks, timelines, rollback), executes the changes, verifies the fix through testing, and supports the post-implementation review (PIR). | Standard User | | Change Manager | Approves change requests, assesses risk and impact for the organization and prioritizes changes. | Standard User | | Release Manager | Coordinates and executes the deployment of approved changes (Release Management). | Standard User | 2. [Create a public group](https://help.salesforce.com/s/articleView?id=platform.creating_and_editing_groups.htm&type=5&language=en_US). 3. [Create queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). 4. [Add the relevant users to the queues](https://help.salesforce.com/s/articleView?id=service.queues_membership_summary.htm&type=5&language=en_US) and groups. Review this table for the groups and queues needed, their purpose, and persona membership. These are just few examples of processes where creating groups and queues can help. You can also create groups or queues for other purposes in your company. | Group or Queue | Included Users | Purpose | | --- | --- | --- | | Queues for Assignment | IT Fulfillers | Serves as the primary destination for incoming work records (incidents, problems) that are automatically routed by assignment rules and omnichannel routing. | | Major Incident Approval Group | Major Incident Manager | A public group that manages notifications and approval requests when an incident is proposed to be a major incident. | | Release Group | Release Manager | Coordinates activities and communications related to approved change deployments and release planning. | <!-- document id=bd67573ee08ccb322849866a7be5af482862da130a81e891e643721084fa0598 url=/admin/current/en-us/service/264-0-0/es_set_up_knowledge.md --> # Set Up Knowledge HR Service uses Salesforce Knowledge to help service representatives manage knowledge articles in HR Service Console. Your service representatives can author, publish, and manage the articles to help employees find answers and solutions to their issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Salesforce Knowledge, you must complete a series of steps. See [Create a Knowledge Base with Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&type=5&language=en_US). <!-- document id=6501db58bb8ca8329a173b82baecc171b55fded4ce5752ca0232d2cc7c844e71 url=/admin/current/en-us/service/264-0-0/knowledge_send_articles.md --> # Set Up Knowledge Component Actions Solve issues quickly with the articles in your knowledge base, and choose how customers see the article. Use Knowledge component actions to share article contents or links from your Salesforce and Experience Cloud sites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Actions to Insert Articles into Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_insert_article_content_email.htm&release=264.0.0&type=5)** With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles. - **[Set Up Actions to Insert Articles to Case Publishers in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_email_article_content.htm&release=264.0.0&type=5)** When using Knowledge in Salesforce Classic, support reps can send an article’s content embedded in the body of the email, a social post, or the Experience Cloud site publisher. Create a communication channel mapping to choose which article fields are included for each article type. Instead of sending a URL, your customers can then access the information without going to a website. Support reps can send articles that are not published publicly without rewriting or copying an internal article. By using permissions, admins can let specific support reps choose which internal articles to share externally while others can send only published, external articles. - **[Set Up Actions to Share Article URLs in Channels and Case Publishers](https://help.salesforce.com/s/articleView?id=service.knowledge_public_url.htm&release=264.0.0&type=5)** Support reps can insert links to articles from a Salesforce Site or Experience Cloud sites into the case feed. In Lightning Experience, your support reps can share article URLs in email, social posts, and chat and messaging conversations. In Salesforce Classic, your team can send article URLs in the email, social, and Experience Cloud publishers. <!-- document id=54da7523501dd46dfa2675567a27144e8e14c5e9eb76776ebc0249ca7c58423d url=/admin/current/en-us/service/264-0-0/knowledge_feedback_setup_in_experience_cloud.md --> # Set Up Knowledge Feedback in Experience Cloud To set up Knowledge Feedback in Experience Cloud for your customer community, first build a Experience Cloud site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152088e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 ">To view Enhanced Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 ">To set up Salesforce Knowledge, create article types and article actions, and modify category groups assignments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 ">To enable Surveys:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152088e56 ">System Administrator profile</td> </tr> </tbody> </table> This information applies to [Aura sites](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. Click **Builder** next to your Experience Cloud site. 3. Click **Page Properties**, then select **Article Detail**. 4. Click Article Content component. In the Article Content section, select **Allow feedback on articles** and **Allow voting on articles**. 5. To enable Knowledge Feedback for guest user in Experience Cloud, go to Settings and in the General tab, in the Public Access section, select **Guest users can see and interact with the site without logging in**. Make sure you’ve [configured the guest user profile](https://help.salesforce.com/s/articleView?id=platform.rss_config_guest_user_profile.htm&language=en_US) so that your customers can view and interact with your site without logging in. 6. Under Guest User Profile, click your guest user profile name. 7. Click **Edit**. 8. Scroll to the Standard Object Permissions section, and select these object permissions. 1. Knowledge Article Feedback: Read and Create 2. Surveys: Read 3. Survey Invitations: Read 4. Survey Responses: Read and Create 9. In the Knowledge Base Permissions section, select **Read** permission for Knowledge. 10. Click **Save**. 11. To activate your Experience Cloud site, go to Administration and in the Settings tab, click **Activate**. 12. Publish your changes. #### See Also - [_Salesforce Help_: Create an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_creating.htm&language=en_US) <!-- document id=97adff3920a3feea37b9837c7564bb0c09754416dc1a1a6405cd508930555829 url=/admin/current/en-us/service/264-0-0/knowledge_feedback_setup.md --> # Set Up Knowledge Feedback in Lightning Experience Enable the Knowledge Feedback feature in Setup so users can provide feedback and suggestions on your knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48954e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">To view Enhanced Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">To set up Salesforce Knowledge, create article types and article actions, and modify category groups assignments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">To enable Surveys:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">System Administrator profile</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">To change picklists:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48954e60 ">Customize Application</td> </tr> </tbody> </table> This information applies to [Aura sites](https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US). Before you set up Knowledge Feedback, complete these setup tasks. - [Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&language=en_US). - [Enable Surveys and Configure Survey Settings](https://help.salesforce.com/s/articleView?id=xcloud.task_enable_surveys.htm&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important After you turn on Knowledge Feedback, you can’t turn it off. We recommend testing this feature in your Sandbox org first. Then, turn it on in your org. 1. From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. 2. In the Article Feedback Settings section, turn on **Feedback for Knowledge Articles**. ![The Enhanced Knowledge Settings page showing the Feedback for Knowledge Articles setting in the Article Feedback Settings section.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_feedback_setting.png) A default Knowledge Article Feedback survey form and a Knowledge Article Feedback object are created to capture knowledge feedback. You can keep the default survey form or customize it to suit your business needs. Knowledge Feedback doesn’t support matrix and attachment questions. Make sure you don’t include them in the Article Feedback survey form. 3. Add article feedback components to the Lightning Knowledge Record page. 1. From the App Launcher, find and select **Knowledge** and then open the Knowledge article for which you want to add article feedback components. 2. Go to Setup and click **Edit Page**. 3. In the Lightning App Builder, go to the Components tab, search for these components, and drag them to where you want them to appear on the page. - Article Feedback Submission: to submit feedback from the article page. - Article Feedback Responses: to view feedback responses. 4. Save the page. 5. Activate the Lightning Knowledge Record page, if applicable. Make sure that you’ve set Read and Create access to the Knowledge Article Feedback object for your users profile. With Read and Create access, your users can submit feedback on the Knowledge article page. After they submit feedback, a feedback record gets created in the Knowledge Article Feedback object. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’ve granted View All Records permission on the Knowledge Article Feedback object, make sure that you’ve set the organization-wide default for the User object to Public Read Only in Sharing Settings in Setup. When User sharing is set to Private, non-admin users can’t view the feedback responses. ## Manage Picklists for Knowledge Article Feedback Object You can add, remove, and edit values for picklist fields in the Knowledge Article Feedback object to align with your business needs. 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. 2. Click **Knowledge Article Feedback** object. 3. Click **Fields & Relationships**, and then click the name of the picklist field to update. 4. In the field\_name Picklist Values section, add new values, edit, or delete existing ones. 5. Click **Save**. #### See Also - [_Salesforce Help_: Set Up Knowledge Feedback in Experience Cloud](https://help.salesforce.com/s/articleView?id=service.knowledge_feedback_setup_in_experience_cloud.htm&release=264.0.0&type=5 "To set up Knowledge Feedback in Experience Cloud for your customer community, first build a Experience Cloud site.") - [_Salesforce Help:_ Enable Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_enable.htm&language=en_US) - [_Salesforce Help_: Create and Customize Surveys](https://help.salesforce.com/s/articleView?id=xcloud.concept_create_surveys_overview.htm&language=en_US) - [_Salesforce Help_: Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&language=en_US) <!-- document id=21dfc53ec93413776fe70d385180b0648d43661f5ae9fc17a8ca55f4e87a9582 url=/admin/current/en-us/service/264-0-0/knowledge_set_up_lwr.md --> # Set Up Knowledge for Enhanced LWR Sites Help your customers self-serve with Knowledge pages and components in enhanced LWR sites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Add Knowledge Pages to Enhanced LWR Sites](https://help.salesforce.com/s/articleView?id=service.knowledge_add_knowledge_pages_lwr.htm&release=264.0.0&type=5)** Help users self-serve and find solutions quickly with the Knowledge Detail, List, and Related List pages in enhanced LWR sites. Create Knowledge pages and show users your published knowledge articles from your enhanced LWR Self-Service Portal. - **[Add the Knowledge Article Component to Enhanced LWR Knowledge Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_add_knowledge_article_component.htm&release=264.0.0&type=5)** To show the right content to your users and to help them self-serve with published knowledge articles, add the Knowledge Article component to your enhanced LWR Knowledge page. <!-- document id=d668108cdd2218c53782524acf8ef2db7768483fbf1060ee3d8caa4db5d18565 url=/admin/current/en-us/service/264-0-0/fs_work_order_knowledge.md --> # Set Up Knowledge for Work Orders Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d178162e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">To attach or detach an article on a work order or work order line item:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">Read on work orders AND Read on the article type AND Knowledge enabled</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">To attach or detach an article on a work type:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">Read on work types AND Read on the article type AND Knowledge enabled</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">To edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">To edit console layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178162e69 ">Customize Application AND Service Cloud User</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Knowledge must already be set up in your org. 1. Add the Articles related list to work order and work order line item page layouts. 2. Let Lightning Experience users manage attached articles. In Lightning Experience, add the Knowledge component to your work order, work order line item, and work type detail page layouts. 3. Let users view and modify attached articles from the console. In the layout editor for work orders and work order line items, select **Custom Console Components** and add the Knowledge One widget to the console sidebar. 4. The Knowledge One console widget suggests articles to attach based on key fields. Select the fields that suggestions are based on. (The Knowledge Lightning component doesn’t offer article suggestions.) 1. In Setup, enter Field Service in the Quick Find box, then select **Field Service Settings**. 2. Select the fields that the search engine should scan to suggest relevant articles from your knowledge base. 3. Save your changes. 5. Optionally, customize linked article page layouts, fields, validation rules, and more in Setup. - In Lightning Experience, navigate to Linked Article in the Object Manager. - In Salesforce Classic, navigate to the Linked Articles page under Knowledge. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Linked articles include the following limitations. - Quick actions and global actions aren’t supported for linked articles. - The Article widget and Feed Articles Tool aren’t available in the feed view. - In Lightning Experience, clicking an article link in a feed item redirects you to the article page in Salesforce Classic. In the Salesforce mobile app, linked articles can’t be accessed from feed items. - The Linked Work Types related list isn’t available on articles in any platform. - The Knowledge One widget isn’t available on work types in the console. To manage linked articles on work types in the console, use the Articles related list. - Linked articles are read-only in the Salesforce mobile app. #### See Also - [Attach Knowledge Articles to Work Orders or Work Types](https://help.salesforce.com/s/articleView?id=service.fs_attach_articles.htm&release=264.0.0&type=5 "Interact with knowledge articles on Field Service work orders, work order line items, and work types.") - [View Knowledge Articles in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_knowledge.htm&release=264.0.0&type=5 "Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team.") - [Linked Article Fields](https://help.salesforce.com/s/articleView?id=service.fs_work_order_article_fields.htm&release=264.0.0&type=5 "A linked article is a Knowledge article that is attached to a work order, work order line item, or work type. Linked articles have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=8bd40f5a861b26f53e322d2bfeb06400ff8e4a78674a30cbb6fe70b83abbb0c8 url=/admin/current/en-us/service/264-0-0/sp_ka_setup.md --> # Set Up Knowledge Grounding (Optional) Ground service plans in your knowledge base with Agentforce Data Libraries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_ka_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ka_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36964e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e79 ">To set up knowledge grounding for Service Assistant using Agentforce Data Libraries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e79 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Data Cloud Architect permission set*</p> <p>AND</p> <p>Knowledge User is enabled on your user record.</p> <p style="margin-bottom:0;">*Requires your default data space enabled on the Data Cloud Architect permission set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Associate a Permission Set with a Data Space</a>. </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note We only officially certify the use of the knowledge data library type for Service Assistant using Salesforce knowledge. Enterprise knowledge isn’t certified for use in Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search) or using Enterprise Knowledge, but we don't provide setup guidance or recommendations for Service Assistant. All set up and usage follows the [general Agentforce guidance](https://help.salesforce.com/s/articleView?id=ai.data_library_choose_data_source.htm&type=5&language=en_US). For details on custom retrievers, see [Retrieve Data](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US). The steps guide you through the general Agentforce Data Library creation process using a sample configuration that follows our [recommended best practices](https://help.salesforce.com/s/articleView?language=en_US&id=service.sp_knowledge_practices.htm&type=5). We also included a step for assigning the required knowledge grounding permissions, which are in addition to the general Service Assistant permissions. See [Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). If you already have a knowledge data library configured, you don't need to create a new library. Deactivate your agent and then assign your existing library to Service Assistant in the Data tab of the Agentforce Builder, and confirm that you see the confirmation message that the library is ready for use. Select Show sources to give service reps a list of the knowledge articles used to create a plan, which is shown at the bottom of the component. Then activate your agent, confirm that the agent user and your service reps have the required knowledge grounding permissions, and test your setup by drafting service plans. - [Step 1: Assign Knowledge Grounding Permissions](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Create and assign custom permissions for the ServicePlanner User (the agent user) and service reps.") - [Step 2: Set Up Your Data Library](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Build an Agentforce Data Library using the knowledge data type.") - [Step 3: Test Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Draft a service plan to confirm that your service plans are grounded in your knowledge articles.") Before you get started, review these considerations. - You can complete this task only in the [Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Service Assistant isn't supported in the [New Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_tour.htm&language=en_US&type=5). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to use Service Assistant and create and assign the agent a data library in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - If you assign data categories to your knowledge articles or use custom record types, grant the ServicePlanner User (agent user) access to all categories and record types. See the permissions table in Step 1. - Only Salesforce Knowledge is supported for grounding Service Assistant in your knowledge articles. Unified Knowledge and Enterprise Knowledge aren't supported. - Only English knowledge articles are currently supported. - Grounding Service Assistant in your knowledge base doesn't replace the need for subagents and instructions. You need a subagent and instructions for each case type you want Service Assistant to address. - Service Assistant doesn't have an automatic preference for creating service plans from subagents or knowledge. They're considered equally. However, if your knowledge base contains clear, detailed, and well-organized information, it's more likely that plan steps are created from your knowledge articles than from subagents. - When you evaluate knowledge-grounded service plans, not every detail from your articles appears in the plan, including full ordered procedures. Service Assistant summarizes content for clear, succinct resolution guidance. Your exact step-by-step articles aren't surfaced directly in service plans. Procedural steps can be omitted, condensed, or combined into a single step. ## Step 1: Assign Knowledge Grounding Permissions Create and assign custom permissions for the ServicePlanner User (the agent user) and service reps. The ServicePlanner User requires a custom permission set to grant the agent access to your knowledge base so it can add the content to service plans. Service reps require a custom permission set to view the cited knowledge articles that show at the end of plan steps and in the Sources section at the bottom of the component. Service reps require Read, View All Records, and View All Fields permissions. If a service rep doesn't have access to an article that's used to create plan steps, your knowledge content is still used to create a service plan, but the article isn't cited in the step-level citations or the Sources section. For an example of citations, review the service plan at the end of this article. All listed permissions are in addition to the mandatory Service Assistant Permissions. See [Permissions and Licensing for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US). 1. Create custom permission sets for the ServicePlanner User and your service reps that have the listed permissions. See [Create Custom Permissions](https://help.salesforce.com/s/articleView?id=platform.custom_perms_create.htm&type=5&language=en_US). 2. [Assign the permission sets to each user.](https://help.salesforce.com/s/articleView?id=xcloud.assign_permission_set_to_user.htm&type=5&language=en_US) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36964e284">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36964e287">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36964e290">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e284 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e287 ">Salesforce</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e290 "> <p>Recommended custom permission set name: Service Rep Knowledge Access</p> <p>Permissions to include:</p> <ul> <li>App permission: Allow View Knowledge</li> <li>Knowledge object permissions: Read, View All Records, View All Fields</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e284 ">ServicePlanner User</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e287 ">Einstein Agent</td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d36964e290 "> <p>Recommended custom permission set name: Agent Knowledge Access</p> <p>Permissions to include:</p> <ul> <li>App permission: Allow View Knowledge</li> <li>Knowledge object permissions: Read, View All Records, View All Fields. Grant access to any custom Knowledge record types.</li> <li>Data Category Visibility: Grant access to the data categories that are assigned to your knowledge articles.</li> </ul> <p style="margin-bottom:0;">The agent user also requires the standard Data 360 User permission set. </p> </td> </tr> </tbody> </table> ## Step 2: Set Up Your Data Library Build an Agentforce Data Library using the knowledge data type. 1. From Setup, in the Quick Find box, enter and select **Agentforce Agents**. 2. From the Agentforce Agents Setup page, under the list of agents, open the Agentforce Builder for Service Assistant. 3. From the left sidebar of the Agentforce Builder, select the **Data** tab. 4. From the Data Library field, select **\+ New Library**. 5. **Optional:** From the New Data Library field, edit the name of your data library. The default name is Agentforce Service Assistant Library. 6. From the Add Data Sources section, in the Data Type field, select **Knowledge**. Only the Knowledge data type is officially supported in Service Assistant. ![ADL add data source](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_data_type.png) 7. From the Add Knowledge Data section, set your knowledge data settings. 1. From Identifying Fields, select your fields. Identifying fields help Service Assistant find, sort, and group knowledge articles that relate to the case and assigned subagent. The provided field configuration is only a recommendation. The Title, Summary, and Question fields are recommended because they provide a clear overview of each article and help Service Assistant identify articles related to the case. - Identifying fields only support TEXT (String) and TEXT AREA field types. - Avoid **Rich Text Area** fields. The HTML markup isn't stripped and it can reduce the quality of results. - Identifying fields are limited to 255 characters, which keeps content within the 512 token limit and results in faster ADL build times. TEXT AREA fields cause the ADL to take longer to build and become ready. ![ADL add identifying fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_id_fields.png) 2. Under Content Fields, select your fields. Content fields are the specific content areas of your articles that are used by Service Assistant to review the information and create plan steps. We recommend selecting content fields that contain the most information, such as Answer, Detail, and Question. ![Service Assistant Knowledge grounding configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_fields.png) 3. **Optional:** Configure the Knowledge Settings tab to your preferences. The settings tab provides options for grounding Service Assistant in your public knowledge articles and setting data category filters. If you have data categories assigned to your knowledge articles, select your data categories in the data categories section. In addition, make sure that the ServicePlanner User has access to the data categories assigned to your knowledge articles. ![Data library knowledge settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_settings.png) 8. From the Advanced Settings section, keep the **Content Processing Type** field set to **Basic Content**. ![ADL advanced settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_adv_settings.png) 9. Review your configurations and then click **Save** at the bottom of the page. Keep in mind that the option to select **Show sources** at the bottom of the page is disabled when setting up a data library. You must first build your data library to access this setting. Here's an example data library setup. ![Service Assistant Knowledge grounding configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_fields_set.png) After you click **Save**, your data library starts to build. The build time varies based on the size of your knowledge base. ![Service Assistant library building](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_build.png) After the build is complete, you see a success message and the data library configuration page opens showing the configurations you've saved. Continue to the following steps. 10. **Optional**: Select **Show sources** at the bottom of the page. Completion of the Knowledge Domain URL field isn't required. When Show sources is enabled, each plan step created from your knowledge articles contains a citation in the form of \[1\]. The component contains a Sources section that lists all knowledge articles used to draft the plan. Each listed article contains a link for service reps to go directly to the source article. An example of citations and further details are provided in the next section. 11. Click **Save** and then confirm that you see the data library success message. ![ADL completion](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_adl_complete.png) 12. From the top right corner of the page, click **Activate**. If you see a configuration error message stating that permissions are incomplete, you can safely click **Ignore and Activate**. This is a default message from Agentforce. Your agent has all general permissions assigned and the knowledge grounding permissions you have already assigned. If you see a message about overlapping subagents or instructions, review those. ![Agent Activate Error message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_agent_activate_error.png) ## Step 3: Test Knowledge Grounding Draft a service plan to confirm that your service plans are grounded in your knowledge articles. 1. Go to a new case or messaging record that meets your eligibility criteria. 2. On a case record, either click **Draft Plan** or **Start Plan**. 1. For guidance plans, review the list of steps in the component. Confirm that you see citations in the form of \[1\] at the end of the steps and at least one article listed at the bottom of the component. See the following example. 2. For dynamic plans, work through the service plan step-by-step. As Service Assistant presents each step, look at the bottom of the step for the Sources section that lists the articles used to create the plan step. 3. On a messaging record, start a chat session. 1. Enter enough messages into the chat to give Service Assistant the context it needs to initiate the creation of a service plan. The amount of conversation needed before you see a summary plan populate in the component can vary. The key is to have clear issue and intent in the chat, like “I want an order refund.” 2. From the summary plan, click **Start Plan** and work through the service plan step-by-step. As Service Assistant presents each step, look at the bottom of the step for the Sources section that lists the articles used to create the plan step. An example and more details about citations are provided below.. 4. When you don't see any articles cited, the cited articles aren't relevant, or you see error messages, review the provided troubleshooting steps in [Troubleshoot Knowledge in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&release=264.0.0&type=5 "Check your data library configuration and complete troubleshooting steps for grounding Service Assistant in knowledge."). Two common error message are listed. If you see them, go to the Agent Builder and remove data library and then add it back to the agent. - Something went wrong while creating a plan. - Ask your Salesforce admin to review the data library configuration. Service plans are successfully grounded in your knowledge base when you see citations at the end of the plan steps in the form of \[1\]. The names of the articles are populated in the Sources section at the end of dynamic plan steps and in the Sources section at the bottom of the component for guidance plans. Keep in mind that whether the Sources section shows in a service plan depends on whether Show sources is enabled in your data library when the service plan is generated, not when you view it. The behavior described applies to both dynamic and guidance plans. - If Show sources isn't enabled during plan generation, the Sources section doesn't appear, even if you enable Show sources later. - If you have service plans that existed before Show sources is enabled, the Sources sections don't show. When you evaluate knowledge-grounded service plans, not every detail from your articles appears in the plan. Service Assistant summarizes your content into clear, succinct resolution guidance, so your articles aren't surfaced word for word. How your procedural steps appear depends on the plan type. - In guidance plans for case, your exact step-by-step instructions aren't surfaced directly. Procedural steps can be omitted, condensed, or combined into a single step. - In dynamic plans, Service Assistant can lay out your procedural steps within a single plan step, but the information can still be summarized, condensed, and worded diffently than your articles. ![Guidance plan and dynamic plan citations shown side-by-side](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ka_steps_listed.png) Here are examples of how citations show in both guidance plans (left) and dynamic plans (right). Guidance plans show the citations at the bottom of the component in the Sources section. Dynamic plan citations are shown at the bottom of each plan step under Sources. In both experiences, service reps can click the links to open the articles in a new tab. ![Guidance plan and dynamic plan citations shown side-by-side](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_citations_ex\(2\).png) **Citation Display and Navigation** - Each step created from a knowledge article is cited with a number at the end of the step in the form of \[1\]. The citation contains a hyperlink to the corresponding entry in the Sources section at the bottom of the component that lists the name of the knowledge article. - The list of sources displays the name of the knowledge article used to create the plan steps. - Each entry in the Sources section contains a link to the article used to create the step that opens in a new tab. - For guidance plans, when a knowledge article is used to create multiple steps, the article is cited in all steps with the same citation number and that number corresponds to the entry in the Sources section. For example, every \[1\] in the drafted service plan above corresponds to the first article (Travel Documentation) in the Sources section. - For dynamic plans, when a knowledge article is used to create multiple steps, the article is cited in each step and that citation number corresponds to the entry in the Sources section for that step. Because each step has its own Sources section, the same article can appear as \[1\] in one step and a different number in another. - For dynamic plans, service reps can also ask Service Assistant in the chat to list all the knowledge articles used to create the plan steps. - A step can be created from both a subagent and knowledge article. - A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like \[1\]\[2\]. - Because the ServicePlanner User has access to all knowledge content through the Agent Knowledge Access custom permission set, the plan can include knowledge content that isn't accessible to service reps. This happens when reps lack the recommended Read, View All Records, and View All Fields permissions in the Service Rep Knowledge Access custom permission set. When the ServicePlanner User has access to an article that the service rep doesn't: - The plan steps are still grounded in the knowledge article content. - The step-level citations and Sources section citations aren't included in the drafted plan to respect access rules for the service rep. **Considerations** - For guidance plans, if a knowledge article cited in a service plan is deleted after the plan is drafted, the citation number is removed from the plan step and the article is removed from the Sources section. The knowledge content already included in the steps stays in the plan. However, if the plan is redrafted, the knowledge content is omitted from the plan. - For dynamic plans, this behavior doesn't apply, because service reps can't restart a dynamic plan. The content from the deleted article stays cited in the existing plan steps, but new steps aren't created from the deleted article. - If a knowledge article cited in a service plan is archived after the plan is drafted, the citation remains in the plan step and the article stays listed in the Sources section. This behavior applies to both guidance and dynamic plans. - For guidance plans, if a service rep redrafts the plan, the citation is removed from the step and the Sources list, and the steps originally created from the archived article are also removed. - For dynamic plans, the existing steps and citations stay in the plan, and no new steps are created from the archived article. <!-- document id=04b5668699b607436ca4eaf8690521670dedce334a3e8b4f66073d3e2d54f467 url=/admin/current/en-us/service/264-0-0/knowledge_maps_setup.md --> # Set Up Knowledge Maps To organize your knowledge articles into a clear, hierarchical structure, turn on Knowledge Maps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21166e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21166e60 ">To view Enhanced Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21166e60 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21166e60 ">To set up Knowledge Maps</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21166e60 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Read, Create, and Edit access for Knowledge Article Relationships.</p> </td> </tr> </tbody> </table> Before setting up Knowledge Maps, make sure you have published knowledge articles in your knowledge base. #### See Also - [Create Knowledge Article Relationships](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_create_article_relationships.htm&release=264.0.0&type=5 "Build parent-child hierarchy for your knowledge articles.") - [Automate the Approval Process for Knowledge Article Relationships](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_automate_approval_process.htm&release=264.0.0&type=5 "If needed, you can automate the process for reviewing and approving knowledge article relationships. Knowledge Managers can review, approve, or reject the hierarchy of knowledge articles before they’re published.") - [Manage Article Hierarchy in the Knowledge Maps Component](https://help.salesforce.com/s/articleView?id=service.knowledge_maps_component_manage_hierarchy.htm&release=264.0.0&type=5 "The Knowledge Maps component shows your knowledge articles in a clear, hierarchical structure. You can easily reorganize the structure and order of your articles directly within the Knowledge Maps component.") ## Step 1: Enable Knowledge Maps and create a default article relationship map. 1. From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. 2. Turn on **Knowledge Maps**. ![The Enhanced Knowledge Settings page in Setup showing the Knowledge Maps setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_maps_setting.png) 3. In the Create Default Article Relationship Records section, click **Create**. This process creates a default relationship map where articles without relationship records are set up as individual root articles. ## Step 2: Add Knowledge Maps component to the Lightning Knowledge Record page. 1. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**. 2. Edit the Lightning Record page. 3. In the Lightning App Builder, go to the Components tab, search for the Knowledge Maps component (1). Then, drag the component to where you want it to appear on the page (2). ![The Lightning App Builder page highlighting the Knowledge Maps component and their placement on the article record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_maps_component.png) 4. Save the page. 5. Activate the Lightning Knowledge Record page, if applicable. <!-- document id=b73b25fed2c2e996d4426d4e725e392d871e933103024fc811c6174d9f11a608 url=/admin/current/en-us/service/264-0-0/knowledge_similarity_setup.md --> # Set Up Knowledge Similarity Set up Data 360 and an Agentforce Data Library, then turn on Knowledge Similarity so your authors can check for similar articles before they publish. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122432e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122432e56 ">To enable Knowledge Similarity:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122432e56 "> <p>Knowledge User license </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122432e56 ">To create and manage Agentforce Data Library:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122432e56 ">Data Cloud Architect AND <a href="https://help.salesforce.com/s/articleView?id=platform.admin_userperms.htm&language=en_US&type=5" target="_blank">System Administrator</a> permissions</td> </tr> </tbody> </table> Before you set up Knowledge Similarity, you need: - [Data 360 set up](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US) - [Einstein Setup turned on](https://developer.salesforce.com/docs/ai/agentforce/guide/org-setup.html#turn-on-einstein) - **[Set Up Agentforce Data Library for Knowledge Similarity](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_configure_data360.htm&release=264.0.0&type=5)** Check you’ve met all the prerequisites. Then, set up the Agentforce Data Library in Data 360. - **[Turn On Knowledge Similarity](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_turn_on.htm&release=264.0.0&type=5)** Turn on Knowledge Similarity and ground it on an Agentforce Data Library so that your authors can check for similar existing articles while they work. - **[Add Check Similar Articles Action to Knowledge Article Record Pages](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_add_check_similar_articles_action.htm&release=264.0.0&type=5)** Add the Check Similar Articles action to your Knowledge page layouts so authors can find similar articles from a knowledge article record. <!-- document id=400fec7e41c5a0e1ae6f04b35cb3ecab7ee7e35006d7e9b84d551b434acd5f32 url=/admin/current/en-us/service/264-0-0/mfs_leads_opps_creation.md --> # Set Up Lead and Opportunity Creation for Field Service Mobile Workers Use a flow template that guides your mobile workers through creating leads and opportunities for potential customers directly from the app, without contacting customer services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31516e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31516e78 ">To set up lead and opportunity creation:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31516e78 ">Customize Application</td> </tr> </tbody> </table> 1. Copy the flow. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Open the Field Service Mobile: Create Leads and Opportunities flow template. 3. Click **Save As** and create your own version of the flow based on the template. 2. Create a quick action and add it to the mobile worker’s layout. 1. From the object management settings for service appointments, go to Buttons, Links, and Actions. 2. Click **New Action**. 3. For Action Type, select **Flow**. 4. For Flow, select the copy of the flow that you created. 5. Enter a label. The name is populated based on the label. 6. Save the action. 7. From Page Layouts, open the mobile workers’ layout. 8. From Salesforce Mobile and Lightning Experience Actions, drag the action that you created onto the layout. <!-- document id=e9c363e041d2b8ffbbf080a4d0fd121d68f8d3cff13cf0cf95173d3d5ec9f24d url=/admin/current/en-us/service/264-0-0/it_srvcs_configure_knowledge_mgmt.md --> # Set Up Lightning Knowledge for IT Services Set up Lightning Knowledge for your IT service desk, and configure custom fields, record types, page layouts, and known error articles to fit IT service management processes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enable Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&release=264.0.0&type=5)** Set up Salesforce Knowledge quickly with a guided setup flow. Then provide your IT support team with access to Lightning Knowledge. Review the steps required to set up Salesforce Knowledge for IT Services. - **[Create Custom Fields on Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_article_fields.htm&release=264.0.0&type=5)** Customize your IT Service org by creating specialized custom fields on knowledge objects to capture critical information such as root cause, workarounds, issues, and resolutions. - **[Create Custom Record Types for IT Service Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_record_types.htm&release=264.0.0&type=5)** Use record types to organize different types of knowledge articles for IT Service. Tailor each article type with a unique layout and designated fields. This optimizes content structure for various support scenarios, such as known errors, troubleshooting guides, or how-to instructions. - **[Create Page Layouts for Different IT Service Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knowledge_page_layouts.htm&release=264.0.0&type=5)** Create and customize page layouts for each knowledge article record type so IT fulfillers see the most relevant information. Page layouts define the fields, sections, and actions that appear when a user creates or views a knowledge article. - **[Configure Known Error Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_known_error_articles.htm&release=264.0.0&type=5)** Specify the article type and fields to capture known errors, root causes, and workarounds. Map this information so your teams can create Known Error articles directly from a problem record, which helps with future troubleshooting and improves incident resolution. <!-- document id=3222a9df962b77f15e5dcf36c020c1c1c62a66737b01d0cf737aec979a7b0618 url=/admin/current/en-us/service/264-0-0/service_setup_knowledge.md --> # Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal or integrated into a public Experience Cloud site, your knowledge base is an extension of your service website. Turn on Lightning Knowledge, select article authors, and make a few data category groups. Build the momentum by configuring page layouts, record types, and processes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can embed Lightning Knowledge in the console so that your service reps can easily find, access, and deliver the right answers to customers. Reps can also contribute to the knowledge base so best answers are always accessible to the whole team. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important After you enable Lightning Knowledge, you can’t disable it. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. Service Setup isn't available in orgs created in Spring '26 or later. If you don't have access to it, set up Knowledge in [Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US) instead. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Select the tile to open the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Enabling Lightning Knowledge - Selecting knowledge article authors - Creating data categories and data category groups, which help you classify and find articles. You can use data categories to control access to a set of articles, questions or ideas. We also turn on several things in the background during the setup flow. - Enabling Lightning Knowledge We enable Lightning Knowledge during the flow, which can’t be undone. Don’t worry about this if you’ve never used Knowledge before and you’re ready to dive in on Lightning Experience. Lightning Knowledge is different from Salesforce Knowledge in Salesforce Classic, so if you already use Salesforce Classic, some planning is required. Make sure that you know and understand what changes and what works differently when you switch. - Default Page Layouts and Record Types A default FAQ page layout and record type is auto-enabled in the setup flow. The page layout determines how the articles are shown. This step associated the page layout and record types. After completing the flow, you can go to the Object Manager to create or modify your page layouts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you created a page layout and record type before starting the Lightning Knowledge setup flow, we preserve your initial settings and don’t create new ones in the flow. - Knowledge Permission Sets Your selected authors get full read, write, and publishing access through the Knowledge LSF permission set, and access to the Knowledge Object. The setup flow auto-enables the page layout and record type for these profiles. Everyone whom you designate an author gets a Knowledge User License. The setup flow grants data category visibility to profiles selected on the Choose Author screen. #### See Also - [Classic Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users.htm&release=264.0.0&type=5 "Specify which support reps in your company are Classic Knowledge users and give them access to article actions. Create user profiles with the user permissions they need, and then assign them to these profiles.") - [Find Object Management Settings in Salesforce Classic](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt.htm&type=5&language=en_US) - [User Licenses](https://help.salesforce.com/s/articleView?id=platform.users_understanding_license_types.htm&type=5&language=en_US) ## Lightning Knowledge Setup Flow: What’s Next? After completing the setup flow, you have a budding Knowledge base that’s ready to be filled with great articles for your customers. ### Review Your Data Categories Look at the data categories and data category groups you created during the flow. Your customers can use these categories and groups to help find articles, so make sure they’re clear and that they cover everything you want to cover. If you didn’t create any during the flow, go ahead and create some. ### Write and Publish Articles Now that you’ve set up Lightning Knowledge it’s time to start writing and publishing articles. You can write and publish articles from Knowledge home in Lightning Experience, in the Knowledge tab in Salesforce Classic, or in the Article Management tab in Salesforce Classic. ### Check It Out in the Console Add the Lightning Knowledge component to one of your Lightning console apps and see suggested articles while you browse your team’s cases. You can also search and sort articles, attach and remove articles from cases and chats, and follow and unfollow articles. #### See Also - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab.") - [Record Type Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_record_types.htm&release=264.0.0&type=5 "Different content has different needs. For example, your FAQ pages are different from your tutorials, which are different from your policy statements. A record type controls an article’s content and layout. Create different record types to distinguish Knowledge articles. In Lightning Knowledge, standard record types replace custom article types.") - [Guidelines for Using the Lightning Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&release=264.0.0&type=5 "The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles.") - [Lightning Knowledge Limitations](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_limitations.htm&release=264.0.0&type=5 "Welcome to your handy guide to the way things work—or don’t—in Lightning Knowledge. Keep these considerations in mind whether you’re starting fresh or making the switch to Lightning Knowledge.") - [Create and Modify Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5 "Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.") - [Data Category Visibility](https://help.salesforce.com/s/articleView?id=service.category_visibility_whatis.htm&release=264.0.0&type=5 "Data category visibility can be set with roles, permission sets, permission set groups, or profiles. Data category visibility determines the individual data categories, categorized articles, and categorized questions that you can see.") - [Modify Default Category Group Assignments for Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_category_assignment.htm&release=264.0.0&type=5 "Salesforce Knowledge uses data categories to classify articles. Data categories are organized in category group. After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. By default, all the category groups you create are assigned to Salesforce Knowledge") <!-- document id=a42656c7fa0ccecdab4a04ea786d62679052de5a7c849a94cdab5cd7319ba12d url=/admin/current/en-us/service/264-0-0/mfs_location_features.md --> # Set Up Location Features in the Field Service Mobile App Take advantage of geolocation-based actions, learn how service resource location is tracked, and set up native GIS for the mobile app. - **[Geolocation-Based Actions](https://help.salesforce.com/s/articleView?id=service.fs_glba.htm&release=264.0.0&type=5)** Leverage an automation layer by adding geolocation-based actions to your mobile workers’ daily journey. - **[Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5)** Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking. - **[Native GIS for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_overview.htm&release=264.0.0&type=5)** Equip mobile workers with an integrated geospatial information system (GIS) to help them assess environmental risks such as real-time weather conditions or power outage areas. Native GIS combines this external data with work execution details such as work order line items to provide a unified, interactive map view. To ensure reliability in remote areas, Native GIS intelligently manages offline map syncs, prompting mobile workers to download necessary coverage, or automatically updating data every 24 hours. <!-- document id=15911090bd4c1ddb16de87f7b1ee645328af43c5adbda5e38bfa2dd9c4422a5c url=/admin/current/en-us/service/264-0-0/fs_setup_advanced_maintenance_recurrence.md --> # Set Up Maintenance Work Rules For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage of Field Service maintenance work rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - In permission sets or profiles, - enable the Maintenance Work Rule tab. - enable Field Level Security on Maintenance Plan and Maintenance Asset fields on the Maintenance Work Rule for profiles. - Add the Maintenance Work Rule related list to the maintenance plan and maintenance assets page layout. - On the Maintenance Work Rule page layout, click **Maintenance Asset** properties in the **Maintenance Work Rule Detail** section and uncheck **Required** in the Field Properties for Maintenance Asset. <!-- document id=adef07796fb9cd7f37daed3b8d5769a100b42a801a95dfcd20ee0c3c1c888d24 url=/admin/current/en-us/service/264-0-0/it_srvcs_predictivmodel_majrincdnt.md --> # Set Up Major Incident Prediction for IT Services Set up the Major Incident Prediction model to forecast escalation risks by analyzing real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> ## Install the Major Incident Prediction App 1. From Setup, in the Quick Find box, enter templates, and select **Templates** under **Apps** | **Intelligent Apps**. 2. In the list of available templates, select the dropdown for Major Incident Prediction, and then select **Create App**. 3. In the Data Space Name, select the default data space for the application installation, and click **Next**. 4. In the Training Duration field, enter the number of days of historical data to use for model training (default is 365 days), and click **Next**. 5. In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click **Next**. 6. In the Enter App Details page, provide an App Name, Description, and Log Level. 7. Click **Create** to begin the installation process. The App Install History page appears. The installation includes automated tasks for data transformation, model training, and scoring. Initial major incident prediction scores are saved to the mi\_pred\_dmo. ## Create an AI Accelerator Use Case To display major incident predictions on an incident record page, you must configure an AI Accelerator Card. 1. From Setup, in the Quick Find box, enter AI Accelerator, and select **AI Accelerator**. 2. Click **New Use Case**. 3. In the use case name box, enter a unique name, such as Major Incident Prediction, and then select **Save**. 4. Click **Edit** for the new use case to configure its definition. 5. To display predicted scores in the UI, link the prediction in the mi\_pred\_dmo to the Incident DMO. 6. In Use Case Model, select **Add Model** and add this information: Configure the remaining fields using this table: AI Accelerator Configuration by Record Type | field | value | | --- | --- | | Prediction Platform | Einstein on Data Cloud | | Use Case Model Name | Major Incident Prediction | | Predictions | Already generated | | Data Space | default | | Score Field | mi\_preds\_dmo\_\_dlm.IsMajorIncident\_prediction\_\_c | | Reference Record Field | mi\_preds\_dmo\_\_dlm.Id\_\_c | | Prediction Label Template | The predicted score is %%SCORE%% | 7. Save your changes. ## Add the AI Accelerator Card to the Incident Page Configure the AI Accelerator component on the Incident page layout to provide IT teams with real-time major incident predictions and intelligent insights. 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open an incident record. 3. Click the **Setup** and select **Edit Page**. 4. In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout. 5. Select the component and configure its properties: - Title: Enter Major Incident Score. - Use Case Definition: Select the major incident prediction use case created earlier. - Threshold Score: Enter the minimum score required for the prediction to appear. (for example, Set a threshold score, such as 75, to define when an incident is flagged for escalation. If an incident score exceeds this threshold, the score appears on the record page, but no action is triggered). 6. Save your changes and then **Activate** the page. The AI Accelerator card now appears on the record page, displaying major incident predictions for incidents. Verify the card appears on an active incident record. <!-- document id=962b0cf27e5bd9852d53d5213b1dced579e0c89aa67b8df6a9b323b9b09e95b8 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_manager_approval.md --> # Set Up Manager Approvals for the Employee Services Portal Some employee requests in the Employee Services portal need manager approval. Configure manager approvals so that case actions follow your company's policies. This setup applies to both the Agentic Center and Agentforce Employee Center templates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Create an Identify Manager subflow and the Approve Case Request record-triggered approval orchestration for manager approvals. For detailed configuration and setup steps, see [Manager Approvals Setup](https://help.salesforce.com/s/articleView?id=service.es_manager_approvals_set_up.htm&type=5&language=en_US). <!-- document id=98e2b15d5b722c1392b2bdee7d925b9e239d46a5b14f48b34f8b728a3129508f url=/admin/current/en-us/service/264-0-0/mfs_native_gis_map_assign_setup.md --> # Set Up Map Assignments Configure which GIS maps mobile workers see in the Field Service mobile app. You can either assign a single map to all users, or assign different maps to different users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d59571e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59571e72 ">To set up map assignments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59571e72 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To complete this task, you need the ArcGIS map ID, which appears in the Item ID field in the Overview tab within the ArcGIS portal. 1. If you want to assign different maps to different users, add a custom text field to the service resource page layout. Then, for each user, populate the field with the ArcGIS map ID relevant to them. See [Create a Custom Field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) and [Customize Page Layouts with the Enhanced Page Layout Editor](https://help.salesforce.com/s/articleView?id=platform.layouts_customize_ple.htm&type=5&language=en_US). 2. From Setup, find and select **Field Maps Settings**. 3. From the Map Settings tab, click **New Map Assignment**. 4. Enter a name. The developer name is populated for you. 5. To assign the same map to all service resources. 1. Select **Assign map to object.** 2. Enter the ArcGIS map ID. ![New Map Assign](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_map_assign.png) 6. To assign different maps to different service resources. 1. Select **Assign map to record**. 2. From **Service Resource Field**, select the custom field that contains the ArcGIS map ID. 3. To assign specific maps to some of your mobile workers, and a default map to all other mobile workers, enter a default map ID. For example, if you’ve defined 3 different maps, you can assign 2 of these maps to specific users. Then, assign the third map to the remaining users by entering its ID in the Default Map ID field. This field can also be useful as a fallback if you forget to assign a map ID to a service resource. ![Map to Record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_map_assign1.png) 7. Save your changes. <!-- document id=ea635c96456edc16b9a3005c33759abd1d4ce0c8e8bd789bcb8a411f9a520ef2 url=/admin/current/en-us/service/264-0-0/vaccine_packages_mc_setup_hv.md --> # Set up Marketing Cloud Engagement for the Safety Cloud Package If you plan to use Marketing Cloud Engagement to send initial confirmation and status update emails, create an installed package in Engagement and set up the Marketing Cloud Engagement API. With the Health Verification package, you can send initial confirmation and status update emails only. First, create an installed package in Engagement. 1. Go to Engagement Setup and click **Apps**. 2. Click **Installed Packages**. 3. Click **New**. 4. Name your application, and select **Create with enhanced functionality (recommended)**. 5. Click **Save**. 6. Click **Add Component**. 7. Turn on **API Integration**. 8. Copy the client ID, client secret, and the subdomain of Authentication Base URI. You use these values in your Salesforce org, so keep them somewhere safe. 9. Select **Integration Type: Web App**. 10. Add a temporary Redirect URI. You update this field with your Auth Provider Callback URI later. 11. Select **Offline Access**. 12. Enable Email Read, Write, and Send permissions. 13. Save the permissions you set. 14. Click **Access**. 15. Click **License All Users**. 16. Click **License All**. Next, add Marketing Cloud Engagement API as a Salesforce authentication provider in your Salesforce org. Make sure that the vaccine eligibility packages are installed correctly before proceeding. The packages install `Marketing_Cloud_API.authprovider` and `Marketing_Cloud_API.namedCredential` into the org with placeholder values. 1. From Salesforce Setup, go to **Auth. Providers** | **Marketing Cloud Engagement API**. 2. Paste the values from your Marketing Cloud Engagement API Integration: 1. Consumer Key: enter the Client Id. 2. Client Secret: enter the Client Secret. 3. Authorize Endpoint URL: use a URL with the same subdomain as the Authentication Base URI. 4. Token Endpoint URL: use a URL with the same subdomain as the Authentication Base URI. 3. For security, if you want to exclude consumer secrets from displaying in API responses, deselect **Include Customer Secret in API Responses**. 4. Click **Save**. 5. Copy the Callback URI at the bottom of the Auth Provider. Add the Callback URI to your Engagement package and authenticate. 1. From Engagement Setup, open your Engagement package page and click **Edit**. 2. In **Redirect URI**, paste the Callback URI. 3. Click **Save**. 4. Copy the REST Base URI. 5. From Salesforce Setup, in the Quick Find box, enter Named Credentials, and click **Named Credentials**. 6. Create or edit a named credential. 7. In **URL**, paste the REST Base URI (or a URL with the same subdomain). 8. Select **Start Authentication Flow on Save** if it isn’t already. 9. Click **Save**. The Engagement login page opens. 10. Log in with your username and password. 11. Verify that the named credential Authentication Status is **Authenticated**. For full information about the settings, see [Create and Install Packages](https://developer.salesforce.com/docs/marketing/marketing-cloud/guide/install-packages.html). - **[Set up Marketing Cloud Engagement to Send Customer Health Verification Notifications](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_hv_notifications_mc.htm&release=264.0.0&type=5)** Prepare and send COVID-19 health verification notifications such as confirmation and status updates to your customers. Send notifications using Content Builder and Journey Builder in Marketing Cloud Engagement. - **[Define the Send Definitions Configured in Marketing Cloud Engagement](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_define_send_defintions_mc.htm&release=264.0.0&type=5)** Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects. - **[Set up an Email Template for Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_email_templates_hv.htm&release=264.0.0&type=5)** You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email. - **[Schedule the Confirmation and Verification Emails](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_schedule_notifications_mc.htm&release=264.0.0&type=5)** With the Developer Console, you can schedule the `SendConfirmationEmails` and the `SendVerificationEmails` Apex class <!-- document id=b0a24700247086cd09f9d9588dc363f1e3fff77af2110fe086df9e647641ac49 url=/admin/current/en-us/service/264-0-0/vaccine_packages_mc_setup.md --> # Set Up Marketing Cloud Engagement for the Vaccine Cloud Eligibility Package If you plan to use Marketing Cloud Engagement to send emails and text messages (SMS) to recipients, create an installed package in Engagement and set up the Marketing Cloud Engagement API. With Vaccine Eligibility packages, you can send emails and SMS to recipients. First, create an installed package in Engagement. 1. Go to Engagement Setup and click **Apps**. 2. Click **Installed Packages**. 3. Click **New**. 4. Name your application, and select **Create with enhanced functionality (recommended)**. 5. Click **Save**. 6. Click **Add Component**. 7. Turn on **API Integration**. 8. Copy the client ID, client secret, and the subdomain of Authentication Base URI. You’ll use these values in your Salesforce org, so keep them somewhere safe. 9. Select **Integration Type: Web App**. 10. Add a temporary Redirect URI. You’ll update this field with your Auth Provider Callback URI later. 11. Select **Offline Access**. 12. Enable these permissions: 1. Email: Read, Write, and Send 2. SMS: Read, Write, and Send 13. Save the permissions you set. 14. Click **Access**. 15. Click **License All Users**. 16. Click **License All**. Next, add Marketing Cloud Engagement API as a Salesforce authentication provider in your Salesforce org. Make sure that the vaccine eligibility packages are installed correctly before proceeding. The packages install `Marketing_Cloud_API.authprovider` and `Marketing_Cloud_API.namedCredential` into the org with placeholder values. 1. From Salesforce Setup, go to **Auth. Providers** | **Marketing Cloud API**. 2. Paste the values from your Marketing Cloud Engagement API Integration: 1. Consumer Key: enter the Client Id. 2. Client Secret: enter the Client Secret. 3. Authorize Endpoint URL: use a URL with the same subdomain as the Authentication Base URI. 4. Token Endpoint URL: use a URL with the same subdomain as the Authentication Base URI. 3. For security, if you want to exclude consumer secrets from displaying in API responses, deselect **Include Customer Secret in API Responses**. 4. Click **Save**. 5. Copy the Callback URI at the bottom of the Auth Provider. Add the Callback URI to your Engagement package and authenticate. 1. From Engagement Setup, open your Engagement package page and click **Edit**. 2. In **Redirect URI**, paste the Callback URI. 3. Click **Save**. 4. Copy the REST Base URI. 5. From Salesforce Setup, in the Quick Find box, enter Named Credentials and click **Named Credentials**. 6. Create or edit a named credential. 7. In **URL**, paste the REST Base URI (or a URL with the same subdomain). 8. Select **Start Authentication Flow on Save** if it isn’t already. 9. Click **Save**. The Engagement login page opens. 10. Log in with your username and password. 11. Verify that the named credential Authentication Status is **Authenticated**. #### See Also - [Configure a Salesforce-Managed Authentication Provider](https://help.salesforce.com/s/articleView?id=xcloud.sso_provider_global_auth.htm&type=5&language=en_US) - [Named Credentials](https://help.salesforce.com/s/articleView?id=xcloud.named_credentials_about.htm&type=5&language=en_US) <!-- document id=b88334b835e91347bbb13f788d562236082d91a53aa10788bfc2f593155275cf url=/admin/current/en-us/service/264-0-0/vaccine_packages_send_hv_notifications_mc.md --> # Set up Marketing Cloud Engagement to Send Customer Health Verification Notifications Prepare and send COVID-19 health verification notifications such as confirmation and status updates to your customers. Send notifications using Content Builder and Journey Builder in Marketing Cloud Engagement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Keep these things in mind when writing updates for recipients. - Specify a time frame for how long it generally takes to verify the customer’s request. - We recommend that you tell customers: - How your organization plans to use the uploaded file attachments. - How long you must keep the file attachments. - Any other information about your organization's data use and retention policies. - Don’t include recipients’ personal information in the subject or body of your emails. - Follow our tips for [Integrating Ethics into Vaccine Management](https://www.salesforce.com/blog/ethical-vaccine-management-technology/). 1. Create two data extensions from the `TriggeredSendDataExtension` template . For more information, see [Create a Data Extension Using a Template](https://help.salesforce.com/s/articleView?id=mktg.mc_es_create_data_extension.htm&type=5&language=en_US). The attributes in the data extensions are used in the transactional email messaging that you set up when you create the Transactional Send Journey. 2. Create a Transactional Send Journey. Transactional Send journeys enable you to create and manage transactional API messages in the same Journey Builder workspace used to manage Single Send and Multi-Step journeys. Be sure to save the name of the Event Definition Key from the Transactional Send Journey. You use the name as the field value when creating the Occasion Email Mapping records. For more information, see [Create a Transactional Send Journey](https://help.salesforce.com/articleView?id=mktg.mc_jb_create_transactional_journey.htm&type=5&language=en_US). #### See Also - [Define the Send Definitions Configured in Marketing Cloud Engagement](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_define_send_defintions_mc.htm&release=264.0.0&type=5 "Use Occasion objects to define the send definitions for email notifications configured in Marketing Cloud Engagement. When the criteria you define in the send definitions are met, Engagement sends email notifications to users. The context of the email that Engagement sends depends on the criteria specified in the send definition, as defined by the Occasion objects.") - [Set up an Email Template for Health Verification](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_email_templates_hv.htm&release=264.0.0&type=5 "You can use Occasion Email Mapping to set up an email template for Health Verification. The template determines the content of the Health Verification email.") - [Schedule the Confirmation and Verification Emails](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_hv_schedule_notifications_mc.htm&release=264.0.0&type=5 "With the Developer Console, you can schedule the SendConfirmationEmails and the SendVerificationEmails Apex class") - [Transactional Send Journeys](https://help.salesforce.com/s/articleView?id=mktg.mc_jb_transactional_send_journeys.htm&type=5&language=en_US) - [Create a Transactional Send Journey](https://help.salesforce.com/s/articleView?id=mktg.mc_jb_create_transactional_journey.htm&type=5&language=en_US) <!-- document id=0707a178382e47e764ed8e85a9f3fc53df63e166c928457779a85a1139427a3f url=/admin/current/en-us/service/264-0-0/vaccine_packages_send_email_mc.md --> # Set up Marketing Cloud Engagement to Send Emails to Vaccine Eligibility Recipients Prepare and send emails to recipients using Content Builder and Journey Builder in Marketing Cloud Engagement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> 1. Follow the steps in [Create a Transactional Send Journey](https://help.salesforce.com/articleView?id=mktg.mc_jb_create_transactional_journey.htm&type=5&language=en_US). 1. Save the Event Definition Key that you enter in step 5—you’ll use it later. 2. Create a data extension from the template `TriggeredSendDataExtension`. 2. Create a request using the `AsyncSendEmails` Apex class. (It’s part of the Vaccine Eligibility Form and Updates package.) 1. Enter the Event Definition Key as the value of the DEFINITION\_KEY variable. 2. Add whatever personal attributes you added to the data extension as fields in the `RecipientAttributes` class. 3. Add whatever shared attributes you added to the data extension as fields in the `Attributes` class. 4. If you support multiple languages, add logic that sends emails based on the language the recipient selected for the form. This requires translating the emails first 5. Uncomment the call to `sendEmails()` in the `AsyncPostRegProcessor` Apex class. (It’s part of the Vaccine Eligibility Form and Updates package.) 6. The `AsyncPostRegProcessor` Apex class contains a function called `isLeadEligible`. This is where you can set custom logic for eligibility in order to determine which recipients receive the message. #### See Also - [Marketing Cloud Engagement API: Send an Email to Multiple Recipients](https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/sendMessageMultipleRecipients.htm) <!-- document id=df49a6dca3d9f58fe8756f21dc903e4cc6233432b70f76ce405226ba7ae3fa48 url=/admin/current/en-us/service/264-0-0/vaccine_packages_send_sms_mc.md --> # Set up Marketing Cloud Engagement to Send Text Messages to Vaccine Eligibility Recipients Prepare and send text messages to Vaccine Eligibility recipients using Mobile Studio in Marketing Cloud Engagement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> Keep these things in mind when you write text messages: - Stay under the 160-character limit imposed by most carriers. - Include a call to action with both a URL and a phone number to accommodate recipients who don’t have a smartphone. - Use a link shortener to save space. - Include the STOP response, so recipients can opt out of your messages. 1. From Engagement Setup, go to **Mobile Studio** | **Mobile Connect**. 2. Click the **Administration** tab. 3. Select the short code that corresponds to your account. 4. In **Create Keyword**, enter your preferred keyword. This keyword is what users enter to opt in to receive messages. Make it complex enough so that no one, human or bot, accidentally uses it and creates a subscription. 5. Click **Create**. 6. Use the Marketing Cloud Engagement API to create an SMS send definition using your shortcode and keyword. For details, see [Create an SMS Send Definition](https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/createSMSSendDefinition.htm). 7. Create a request using the `AsyncSendSms` Apex class. (It’s part of the Vaccine Eligibility Form and Updates package.) 1. Enter the SMS definition key as the value of the DEFINITION\_KEY variable. 2. If you support multiple languages, add logic that sends text messages based on the language the recipient selected for the form. This requires translating the messages first 3. Uncomment the call to `queueSmsSend()` in the `AsyncPostRegProcessor` Apex class. (It’s part of the Vaccine Eligibility Form and Updates package.) 4. The `AsyncPostRegProcessor` Apex class contains a function called `isLeadEligible`. This is where you can set custom logic for eligibility in order to determine which recipients receive the message. #### See Also - [Marketing Cloud Engagement API: Create a Transactional SMS Send Definition](https://developer.salesforce.com/docs/atlas.en-us.mc-apis.meta/mc-apis/createSMSSendDefinition.htm) <!-- document id=aa980486cbf841249bb45700e3fd02e0178f36c2e67a10734475a7a22a437485 url=/admin/current/en-us/service/264-0-0/vaccine_packages_send_updates.md --> # Set up Marketing Cloud Engagement to Send Vaccine Eligibility Updates to Recipients Send emails and text messages (SMS) to recipients using Marketing Cloud Engagement. If you’re using a different product to send updates, consult the documentation and support for that product. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> Keep these things in mind when writing vaccine eligibility updates for recipients. - Avoid making guaranteed eligibility claims. We recommend citing national or local public health authority guidance as the source of truth when sharing eligibility information. - Don’t include recipients’ personal information in the body of your emails and text messages. For example, instead of saying, “You’re 62, so you’re eligible to receive a vaccine,” try, “According to your local public health guidelines, all residents over 55 years old are eligible to receive a vaccine.” - When conducting recipient outreach, provide multiple modes of contact in your call to action. For example, include both a link to the website as well as the phone number, so that recipients with feature phones (non-smartphones) or without regular access to the internet can access necessary information. - When sending appointment-confirmation messages, specify the types of accepted identification that a registrant can bring. - Verify recipients’ email addresses and phone numbers before sending targeted messages. We recommend sending all recipients a randomly generated, one-time-use code or using [Multi-Factor Authentication](https://help.salesforce.com/articleView?id=xcloud.security_overview_2fa.htm&type=5&language=en_US). - Follow our tips for [Integrating Ethics into Vaccine Management](https://www.salesforce.com/blog/ethical-vaccine-management-technology/). And keep these things in mind when sending vaccine eligibility updates to recipient groups. - Use relevant field values to determine target recipients. Don’t use fields with personal information such as name, email, or phone number. This helps to keep recipients’ information private, and prevents accidental sharing of information with others who have the same name or share a phone number. - Make vaccine eligibility and prioritization decisions in accordance with local public health guidance, and follow a rules-based approach. Don’t use AI to make decisions, or to predict or infer personal characteristics that might impact a person’s eligibility or priority for a vaccine. - To ensure that your emails get to recipients, follow [email deliverability best practices](https://help.salesforce.com/articleView?id=000316711&language=en_US). - **[Set up Marketing Cloud Engagement to Send Emails to Vaccine Eligibility Recipients](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_email_mc.htm&release=264.0.0&type=5)** Prepare and send emails to recipients using Content Builder and Journey Builder in Marketing Cloud Engagement. - **[Set up Marketing Cloud Engagement to Send Text Messages to Vaccine Eligibility Recipients](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_sms_mc.htm&release=264.0.0&type=5)** Prepare and send text messages to Vaccine Eligibility recipients using Mobile Studio in Marketing Cloud Engagement. <!-- document id=59371da9d654fed5aff308a514367bbe664d9fd29249287f72d9c479c7eeb801 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_rtl_masked.md --> # Set Up Masked Phone Calls for Real-Time Location Using masked phone calls requires setting up Salesforce Voice with Amazon Connect. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Appointment Assistant managed package and permission set license are required. You also need Salesforce Voice with the Amazon Connect license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91123e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91123e78 ">To view the Amazon Setup page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91123e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91123e78 ">To turn on Salesforce Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91123e78 ">Customize Application</td> </tr> </tbody> </table> 1. Set up Salesforce Voice with Amazon Connect. 1. [Turn on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_enable.htm&type=5&language=en_US). 2. [Confirm your tax registration number](https://help.salesforce.com/s/articleView?id=service.voice_setup_confirm_tax_registration.htm&type=5&language=en_US). 3. [Assign contact center permission sets](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&type=5&language=en_US). 4. [Create a Salesforce Voice contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&type=5&language=en_US). 2. Set up the contact flow and the lambda function. 1. From Setup, in the Quick Find box, enter Voice, and then select **Amazon Contact Centers**. 2. Open your contact center. 3. Make sure that your contact center is on version 9.0 or above. See [Salesforce Voice Contact Center Updates](https://help.salesforce.com/s/articleView?id=000355326&type=1&language=en_US). 3. Create a phone number. 1. Set up your contact center phone number in Amazon Connect. See [Manage Your Contact Center in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_manage.htm&type=5&language=en_US). 2. Connect the phone number to the flow: Sample SVC Field Service Phone Call Subflow. 3. Copy the Amazon Connect phone number, and paste it in the Amazon Connect Phone Number field of the Real-Time Location component settings. Make sure the Show Call button is also selected. ![Amazon Connent Phone Number field in the Real-Team Location component settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_rtl_settings_amazon_field.png) <!-- document id=e83f089e9b0155142609f016f4eb5d6b55fc166c765af0c489d2aadb9b0b3f12 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_collaborations_setup_syncmsteamsand_salesforce.md --> # Set Up Microsoft Entra ID User Sync with Salesforce Synchronize employee information from directory providers, such as Azure AD, with Salesforce to keep employee records up to date. Automatically create, update, or deactivate Salesforce users when employees join, change roles, or leave. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service and HR Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16781e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">To enable Employee Provisioning from Azure AD and configure named credentials:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">Salesforce Admin Profile</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">To schedule Apex jobs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">Salesforce Admin Profile</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">To sync employee data from Microsoft Entra ID:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16781e71 ">Azure AD Employee Sync Graph Access permission set</td> </tr> </tbody> </table> - **[Synchronize User Data from Microsoft Entra ID to Salesforce](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_sync_microsoftrntraidtosalesforce.htm&release=264.0.0&type=5)** Synchronize employee information from directory providers such as Azure AD with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Azure AD and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Azure AD. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave. ## Register an Application in Microsoft Entra ID Create an app registration in the Microsoft Azure portal to allow Salesforce to authenticate with Microsoft Graph and read your organization's user directory data. 1. Sign in to the [Microsoft Azure](https://azure.microsoft.com/) portal. 2. On the Azure home page, under Azure services, select **App registrations**. 3. Select **New registrations**. 4. In the Name field, enter a name for the application. 5. Under Supported account types, select **Accounts in this organizational directory only (Single tenant)**. 6. Select **Register**. 7. On the app **Overview** page, copy and securely save Application (client) ID and Directory (tenant) ID values. You need them in later steps. ## Configure API Permissions Add the required Microsoft Graph application permissions to your app registration so Salesforce can read user profile data from Microsoft Entra ID. 1. In the left navigation of your app registration, under Manage, select **API permissions**. 2. Select **Add a permission**. 3. In the Request API permissions panel, select **Microsoft Graph**. 4. Select **Application permissions**. 5. In the permissions list, expand the **User** section and select **User.Read.All — Read all users' full profiles** and **User.ReadBasic.All — Read all users' basic profiles** permissions. 6. Select **Add permissions**. 7. Select **Grant admin consent for (your organization)** and confirm when prompted. Granting admin consent is required for application-level permissions. After consent is granted, the Status column shows Granted for (organization) for each permission. ## Create a Client Secret Create a client secret for the app registration. Salesforce uses this secret to authenticate with Microsoft Entra ID when performing user sync operations. 1. In the left navigation of your app registration, under Manage, select **Certificates & secrets**. 2. Select the **Client secrets** tab, then select **\+ New client secret**. 3. In the Description field, enter a label for the secret, such as Data Sync. 4. In the Expires dropdown, select an expiry period for the secret. 5. Select **Add**. 6. In the Value column, copy the client secret value and store it securely. The client secret value is only visible immediately after creation. You can't retrieve it after you navigate away from this page. Store the value in a secure location before proceeding. ## Enable Employee Provisioning from Azure AD Turn on Employee Provisioning from Azure AD in Salesforce Go and assign the required permission set to your admin user. 1. From the Setup menu, select **Salesforce Go**. 2. In the Search features box, enter azure and then select **Employee Provisioning from Azure AD**. 3. Turn on **Employee Provisioning from Azure AD**. When you enable the feature, the external credentials and named credentials for Azure AD sync are installed automatically in your org. 4. Select **Manage** next to Assign Azure Data Sync Graph Access. 5. In the Manage Employee Provisioning from Azure AD User Access window, select the users to assign the Azure AD Employee Sync Graph Access permission set, then select **Assign**. 6. Select **Done**. ## Configure Named Credentials in Salesforce Update the external credential that was automatically installed when you enabled Employee Provisioning, replacing the placeholder values with the Client ID and Client Secret from your Microsoft Entra ID app registration. 1. From Setup, in the Quick Find box, enter Named Credentials, then select **Named Credentials**. 2. Select the **Azure AD Employee Sync NC** external credential. 3. Click **Edit**. 4. In Identity Provider URL, replace the placeholder tenant Id with your tenant Id copied from the Azure Portal. 5. In the Principals section, select the edit action for the principal entry. 6. In the Client ID field, enter the Application (client) ID from your Microsoft Entra ID app registration. 7. In the Client Secret field, enter the client secret value you copied from Microsoft Entra ID. 8. Save your changes. The named credential is updated with your Microsoft Entra ID app credentials and is ready to authenticate sync requests. ## Schedule the Azure AD Employee Sync Job Schedule the AzureADEmployeeSyncScheduler Apex class to run automatically at a specified interval to sync user data from Microsoft Entra ID to Salesforce. 1. From Setup, in the Quick Find box, enter Apex Classes, then select **Apex Classes**. 2. Select **Schedule Apex**. 3. In the Job Name field, enter a descriptive name for the scheduled job, such as User Sync Job Trigger. 4. In the Apex Class field, select the lookup icon and choose **AzureADEmployeeSyncScheduler**. 5. Under Schedule Using, select **Cron Expression**. 6. In the Cron Expression field, enter a valid cron expression for your desired sync frequency. For example, to run the sync daily at 6:13 PM UTC, enter 0 13 18 \* \* ?. See Salesforce Help for [cron expression syntax](https://help.salesforce.com/s/articleView?id=analytics.reports_subscription_reporting_cron.htm&type=5&language=en_US). 7. Save your changes. <!-- document id=c351477516078fced779ee284b44273a50089c1393355f2e71820ae118ef0368 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_setup.md --> # Set Up Microsoft Teams For IT Services Connect Salesforce and Microsoft Teams for your IT services, configure the Teams integration for Agentforce IT Service, and set up the Salesforce IT Desk and Salesforce IT Service apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Prerequisites for Setting Up Microsoft Teams for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup_prereqs.htm&release=264.0.0&type=5)** Before you set up Microsoft Teams for IT Services, complete the required setup by defining appropriate record types and page layouts, and configuring templates for relevant service request scenarios. - **[Connect Salesforce and Microsoft Teams for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_cnct_sf_and_msteams_container.htm&release=264.0.0&type=5)** Connect Salesforce and Microsoft Teams to give employees and IT teams access to IT services, support tickets, and collaboration features in Microsoft Teams. Choose an automated or manual configuration method based on your organization’s requirements. - **[Set Up Salesforce IT Desk in Teams](https://help.salesforce.com/s/articleView?id=service.it_srvce_msteams_cnfig_fulfilerhub_app.htm&release=264.0.0&type=5)** Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams. - **[Set Up Salesforce IT Service in Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_sf_it_srvc_msteams.htm&release=264.0.0&type=5)** Set up Agentforce IT Service with an Aura or Lightning Web Runtime (LWR) Experience Cloud template to give your employees access to IT services in Microsoft Teams. - **[Set Up Automated Microsoft Entra ID App Configuration for Microsoft Teams Integration](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_simplify_setup.htm&release=264.0.0&type=5)** Run the automated setup to generate the full Microsoft Entra ID App with all required permissions and configurations, to eliminate manual configuration and reducing setup errors. - **[Set Up Microsoft Entra ID User Sync with Salesforce](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_collaborations_setup_syncmsteamsand_salesforce.htm&release=264.0.0&type=5)** Synchronize employee information from directory providers, such as Azure AD, with Salesforce to keep employee records up to date. Automatically create, update, or deactivate Salesforce users when employees join, change roles, or leave. - **[Customize the MS Teams Apps for Employees and IT Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_objct_setngs.htm&release=264.0.0&type=5)** Configure custom list views for Microsoft Teams apps to match your organization's support workflows. Choose objects, and then select and reorder the columns that appear for each persona, such as employees and IT teams in Microsoft Teams apps. - **[Configure Notifications for Teams Apps for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_notifications.htm&release=264.0.0&type=5)** Employees and IT teams can receive automatic notifications in Microsoft Teams for critical updates, such as incident status changes and approval requests. To use these proactive notifications, set up an Azure Bot and configure your notification channels. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams. - **[Configure Approvals for Teams Apps for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_approvals.htm&release=264.0.0&type=5)** Set up automated approval workflows that trigger when records are created or updated. This configuration links Salesforce records to Microsoft Teams, allowing assigned users to evaluate and respond to approval requests directly within Teams. This setup is applicable for the Salesforce IT Desk and Salesforce IT Service apps in Microsoft Teams. <!-- document id=bb94f66d181a9a215fc958036e6c9bf0d6c5fb45b8677bb021c055dd5b9dcc20 url=/admin/current/en-us/service/264-0-0/entitlements_milestones_setup.md --> # Set Up Milestones Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before setting up milestones, make sure that you understand where milestones can appear. See [Where Can I View Milestones?](https://help.salesforce.com/articleView?id=entitlements_milestones_app_visibility.htm&language=en_US) 1. **[Customize Milestone Page Layouts](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_layouts.htm&release=264.0.0&type=5)** Customize your page layouts for milestones to help support reps and supervisors track support progress. 2. **[Enable Milestone Feed Items](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_feed_item.htm&release=264.0.0&type=5)** Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated. 3. **[Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5)** The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console. 4. **[Limit User Updates to Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_updates.htm&release=264.0.0&type=5)** Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met. 5. **[Create a Milestone](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_milestones.htm&release=264.0.0&type=5)** Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to entitlement processes to enforce different service levels on support records, like cases and work orders. 6. **[Auto-Complete Case Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_trigger.htm&release=264.0.0&type=5)** Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones. 7. **[Auto-Complete Case Milestones by Using Flow](https://help.salesforce.com/s/articleView?id=service.entitlements_auto_complete_case_milestone_using_flow.htm&release=264.0.0&type=5)** Configure a flow that automatically marks milestones Completed on cases that match unique criteria. In your flow, define one or more case criteria that must be satisfied for a milestone to be marked Completed. #### See Also - [Work with Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_overview.htm&release=264.0.0&type=5 "Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types.") - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") - [Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&release=264.0.0&type=5 "Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce.") <!-- document id=d2ebb1c14c477b912291042e311b0df3d1ad1235448a93c6821751071016cee8 url=/admin/current/en-us/service/264-0-0/mfs_quoting.md --> # Set Up Mobile Quoting for Field Service Mobile Workers Let your mobile workers create quotes for customers directly from the Field Service mobile app without contacting customer services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75039e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75039e78 ">To set up mobile quoting:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75039e78 ">Customize Application</td> </tr> </tbody> </table> 1. Enable the Lightning web component permission set and assign it to mobile workers. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Select the permission set assigned to mobile workers. See [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users."). 3. Click **System Permissions**, and then click **Edit**. 4. Select **Lightning SDK for Field Service Mobile**. 5. Save your changes. 6. Make sure that this permission set is assigned to all mobile workers who use Lightning web components. 2. Make sure that the look and feel is consistent with your Field Service app. 1. From Setup, in the Quick Find box, enter Field Service, and then select **Field Service Setting**. 2. Under Lightning Web Components, select **Override default styling**. 3. Enable using quotes. 1. From Setup, in the Quick Find box, enter Quotes, and then select **Quotes Settings**. 2. Select **Enable Quotes**. Make sure that all mobile workers who are creating quotes have the Salesforce user license. If you don’t select **Create Quotes Without a Related Opportunity**, instruct your mobile workers to fill in the Opportunity ID field when creating a quote. 4. Set up a document template. See [Document Builder](https://help.salesforce.com/s/articleView?id=service.fs_document_builder_about.htm&type=5&language=en_US). 1. Create a template. 2. For Object, select **Quote**. 3. Select **Default Quote Template** and click **Done**. 4. Delete the fields under Signatures and drag the Signature component into the template. 5. Save the template. 6. Activate the template. If you assign the template as the org default, preexisting configurations are overridden. If you don’t want to assign the template as the org default, see [Setting the Service Document Template Field](https://help.salesforce.com/s/articleView?id=service.fs_service_document_template_field.htm&type=5&language=en_US). 5. Let mobile workers create and access quotes from a work order. 1. From Setup, go to the Object Manager tab. 2. Select the Work Order object, and then go to Page Layouts. 3. Open the mobile worker layout. 4. From Salesforce Mobile and Lightning Experience Actions, drag **New Quote** into the Quick Actions section. 5. Add Quotes to the Related Lists section. Let your mobile workers know that they can find their quotes here. After the quote is created, mobile workers can open the quote record, select the View Document quick action to go back into the document, collect a signature, and then generate the PDF. 6. Make sure that the mobile workers can access the required objects and fields. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Create a permission set. 3. In the new permission set, under Apps, click **Object Settings**. 4. In the Price Book object, under Object Permissions, select **Read**. 5. In the Price Book Entry object, under Field Permissions, select **Read Access** for these fields: Price Book, Product, and Product Code. 6. In the Product object, under Object Permissions, select **Read**. Under Field Permissions, select **Read Access** for these fields: Product Description, Product Family, Product Name, and Quantity Unit Of Measure. 7. In the Quote object, under Object Permissions, select **Read**, **Create**, and **Edit**. Under Field Permissions, select **Read Access** and **Edit Access** for the fields that are included in the Quotes object page layout that’s assigned to the mobile workers. Make sure you give permissions to the Related Work field even if it’s not on the layout. 8. In the Quote Line Item object, under Field Permissions, select **Read Access** and **Edit Access** for these fields: Product, Quantity, Quote Name, and Sales Price. 9. In the Work Order object, under Object Permissions, select **Read**. Under Field Permissions, select **Read Access** for these fields: Price Book and Contact. 10. Assign the permission set to the mobile workers. 7. Share the relevant price book with the mobile workers. See [Guidelines for Sharing Price Books](https://help.salesforce.com/s/articleView?id=sales.products_sharing.htm&type=5&language=en_US). 8. In the Price Book field of each work order, find and select the relevant price book. 9. Set up the mobile worker page layout for quotes. 1. From Setup, go to the Object Manager tab. 2. Select the Quote object, and then go to Page Layouts. 3. Open the layout that’s assigned to mobile workers. 4. Add the fields that you want the mobile worker to fill in when they’re creating the quote. Make sure you add the Name field. 5. To let mobile workers see their generated PDFs, add Files to the Related Lists section. Let your mobile workers know they can find the PDFs here. 10. Prepare your setup for offline work. 1. To let mobile workers create a quote when they’re offline, you must prime the Pricebook2, Pricebook Entry, and Product2 data. 2. To let mobile workers select the data when they’re offline, you must prime the lookup fields that are included in the Quote object’s page layout. See [Work with Offline Priming in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_offline_parent.htm&type=5&language=en_US). Keep these considerations in mind. - When the mobile worker clicks the New Quote action, 50 items from the pricebook are shown. Mobile workers can then search for additional items that aren’t shown. - If the mobile worker is offline when they click the New Quote action, the quote is created only when they’re back online, but they can’t preview the PDF of the quote. When they’re back online, mobile workers can open the quote from the work order’s related list to view the document and generate the PDF of the quote. - We strongly recommend not making changes to the price book throughout the workday. When the mobile worker is offline, changes aren’t reflected in the app. The final prices in the quote are determined according to the saved price book. #### See Also - [_Known Issue:_ Lightning Record Edit Form not Working Offline in Field Service Mobile app](https://issues.salesforce.com/issue/a028c00000ziXV8/) <!-- document id=0aaeca7dad360b68c99990c084c98f4646d00f4f60e5e09a9841f18f7b403236 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_monitor_setup.md --> # Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> 1. Add the Engagement Topics related list to the Messaging Session object’s page layout. 1. From Setup, click **Object Manager**. 2. In the Quick Find box, find and select **Messaging Session**. 3. Click **Page Layouts**. 4. From Related Lists, drag **Engagement Topics** into the Related Lists section. 5. Save your changes. 2. Create a Lightning app. 1. From Setup, in the Quick Find box, enter Lightning, and then select **Lightning App Builder**. 2. Click **New**. 3. Select **Record Page** and click **Next**. 4. Enter a label, for example, Messaging Session Record Page. 5. For Object, find and select **Messaging Session**, and then click **Next**. 6. Select the **Header and Right Sidebar** template and click **Done**. 7. From Components, drag **Engagement Topics** onto the page. ![Engagement Topics component in Lightning App Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_lightning.png) 8. Save your changes and activate the component. 3. [Set up Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5&language=en_US). 4. We recommend [adding the Omni-Channel component to a Lightning app](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_to_service_console.htm&language=en_US) to view it as a sidebar. If you don’t add the sidebar component, you can still view escalated conversations from the Omni-Channel utility bar. <!-- document id=c5f68cdbfa929aa11390a56d7ad739ac65ce43f85571be09594ff15e2a27bd5f url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_monitor_setup_studio.md --> # Set Up Monitoring for Autonomous Scheduling in the New Agentforce Builder Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> 1. Add the Engagement Topics related list to the Messaging Session object’s page layout. 1. From Setup, click **Object Manager**. 2. In the Quick Find box, find and select **Messaging Session**. 3. Click **Page Layouts**. 4. From Related Lists, drag **Engagement Topics** into the Related Lists section. 5. Save your changes. 2. Create a Lightning app. 1. From Setup, in the Quick Find box, enter Lightning, and then select **Lightning App Builder**. 2. Click **New**. 3. Select **Record Page** and click **Next**. 4. Enter a label, for example, Messaging Session Record Page. 5. For Object, find and select **Messaging Session**, and then click **Next**. 6. Select the **Header and Right Sidebar** template and click **Done**. 7. From Components, drag **Engagement Topics** onto the page. ![Engagement Topics component in Lightning App Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_lightning.png) 8. Save your changes and activate the component. 3. [Set up Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&type=5&language=en_US). 4. We recommend [adding the Omni-Channel component to a Lightning app](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_to_service_console.htm&language=en_US) to view it as a sidebar. If you don’t add the sidebar component, you can still view escalated conversations from the Omni-Channel utility bar. <!-- document id=421d3483db209b44a8f60f4f0f2f6309f71ea900fbdff857517bf1e22274014b url=/admin/current/en-us/service/264-0-0/chat_further_setup.md --> # Set Up More Features for Chat Many Chat features are available in both Salesforce Classic and Lightning Experience. Continue customizing your Chat implementation by setting up chat conferencing, automated invitations, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Create Automated Chat Invitations](https://help.salesforce.com/s/articleView?id=service.live_agent_create_automated_invitations.htm&release=264.0.0&type=5)** Set up automated chat invitations that appear as animated pop-ups on your website to invite customers to chat with an agent. - **[Add Terms and Conditions Acceptance to your Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.chat_terms_and_conditions_1.htm&release=264.0.0&type=5)** Inform your customers that you track or record conversation data, or share other important information, by presenting your Terms and Conditions automatically through your pre-chat form. - **[Set Privacy Options for Chat Users](https://help.salesforce.com/s/articleView?id=service.live_agent_set_privacy.htm&release=264.0.0&type=5)** Protect your agents and the customers they assist by blocking sensitive data and unwanted visitors. - **[Chat Settings](https://help.salesforce.com/s/articleView?id=service.chat_settings_learn_more.htm&release=264.0.0&type=5)** Learn more about Chat settings and figure out how customizations can make Chat work for you. - **[Report on Chat Sessions](https://help.salesforce.com/s/articleView?id=service.live_agent_report_on_sessions.htm&release=264.0.0&type=5)** Gain insight into your agents’ chat activities by building reports about Chat sessions. <!-- document id=87435ca9dda0a1e60c29ea1fb040534cdd85e006e5f223cf9e47e80e5a83c634 url=/admin/current/en-us/service/264-0-0/voice_multi_org_setup.md --> # Set Up Multi-Org Contact Centers Execute the CloudFormation templates and import XML files to configure your AWS account and Salesforce orgs to set up multi-org contact centers. This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect through XML import) Make sure that you have a Connect Instance. If not, create a Connect Instance, and note the login URL. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). Contact centers created before the Summer '26 release will continue to use their connected apps for SSO. 1. In your AWS account, create a S3 bucket to store SAML metadata, for example, `scv-saml-metadata-<AWS_ACCOUNT_ID>`. 2. In your AWS account, create a S3 bucket to store cloudformation templates available on [GitHub](https://github.com/service-cloud-voice/ServiceCloudVoiceLambdas/tree/master/cloudformation), for example, `scv-enterprise-resources-<AWS_ACCOUNT_ID>`. 3. [Create a External Client App](https://help.salesforce.com/s/articleView?id=service.voice_create_connected_app.htm&type=5&language=en_US) in Salesforce. To create an external client app, use the create option available in the Settings under External Client Apps section. 4. If you use Salesforce as an Identity Provider, download the metadata document and upload it to your SAML metadata S3 bucket. 5. Prepare cloudformation templates. Modify the TemplateURL for nested stack with the object URL stored in the S3 bucket `scv-enterprise-resources-<AWS_ACCOUNT_ID>`. Replace the placeholder `CUSTOMERDEFINEDS3BUCKETNAME` with the name of your S3 bucket. If you aren't using the same URL convention, you must replace the entire URL. 6. (Optional) Run the cloudformation templates to create a contact center through XML import. This step is required if you haven't configured your Amazon Connect instance with a S3 bucket, CTR (contact record) Stream, and Contact Lens. Otherwise, directly go to step 7 to create a multi-org contact center. 1. Create `BYOATenantStack`. This stack is used to create IAM roles and cloudTrail global resources. Create this stack only once and can be updated as required. 2. Create `BYOAIDPStack`. This stack is used to create the Identity Provider. This input for this is a metadata document which is uploaded to Customer owned S3 bucket. 3. Create a `BYOAContactCenterStack` using the SAML metadata used in step 1. This stack creates the S3 bucket to store the recordings, the CTRStream for contact records, and contact Lens stream real-time transcription. This stack also creates Lambda functions and secrets. 4. Update the custom attributes in your Salesforce external client app. 5. Use the import.xml file to create the contact center in Salesforce. Make sure to copy all the required ARNs correctly from your AWS account. See [Use an Existing Amazon Connect Instance Integrated by You](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&type=5&language=en_US). 7. Create and configure ‌multi-org contact centers. 1. Run the `BYOAIDPStack`. Run this stack every time you add a new contact center in the multi-org setup. 2. Run the `MultiprgProvisioningServiceStack`. This stack creates the common Lambda functions shared by all the contact centers in the multi-org setup. Run this stack only once for each multi-org setup. 3. Run the `MultiOrgConnectConfigurationStack`. This stack configures the Amazon Connect instance with org-specific information like secrets and approved origins. Run this stack every time you add a new contact center in the multi-org setup, and make sure to change the input parameters in the stack accordingly. In the multi-org setup, the Lambda functions does not have the secret name configured as an environment variable. The secret name must be passed from the Amazon Connect Contact Flow to the Lambda function. In your Amazon Connect Contact Flow, define an attribute where the key is `secretName` and the value is the secret name created by the `MultiOrgConnectConfigurationStack` for the specific org. Because the secret is org-specific, you must implement the required branching logic within the Contact Flow to send calls to the correct Salesforce org and, set the `secretName` contact attribute before invoking any Lambda functions. The `BYOAContactCenterStack` creates the secret for the first Salesforce org. The `MultiOrgConnectConfigurationStack` creates the org-specific secrets for all subsequent orgs added in the multi-org setup. [Use the import.xml file to create the contact center in Salesforce](https://help.salesforce.com/s/articleView?id=service.voice_existing_byoa.htm&type=5&language=en_US). Make sure to copy all the required ARNs correctly from your AWS account. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Execute the cloudformation templates with the tag `"aws:ResourceTag/resourceOwner": "scv"` to make sure that the resources created by the template are correctly tagged. In the `MultiorgProvisioningServiceStack` template, the value of the `callcenterApiName` and `lambdaPrefix` parameter must be the same. When you run the `BYOAContactCenterStack` template, the value you provide for the tenant S3 bucket is a prefix. The stack automatically creates the S3 bucket with the full name in `<your-prefix>-<AWS-Account-ID>` format. You must use this full S3 bucket name when running the `MultiorgProvisioningServiceStack` template. - **[Input Parameters for Multi-Org Stack Templates](https://help.salesforce.com/s/articleView?id=service.voice_multi_org_input_param.htm&release=264.0.0&type=5)** You must use the required parameters for the different stack templates required to be run in the multi-org contact center set up. <!-- document id=29da1e785d51b4926158c0bbcf0dda33eff7d3b044060867110269f9ba73f843 url=/admin/current/en-us/service/264-0-0/sp_ma_setup.md --> # Set Up Multiple Agent Record Assignment (Optional) Create an autolaunched flow that routes your Service Assistant agents to specific case types, business units, or other criteria. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_ma_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_ma_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40190e79">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40190e79 ">To set up multiple Service Assistant agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40190e79 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p style="margin-bottom:0;">Service Planner Builder permission set</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the setup steps for the Service Assistant multiple agent feature. Only general details and best practices are included here. Find complete reference details in [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&language=en_US). - [Create Your Flow](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Create an autolaunched flow to assign your agents to specific cases or messaging sessions. Autolaunched is the only supported flow type.") - [Create Input and Output Variables](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Create input and output variables for your flow that receive the case data to evaluate and return the agent to assign. The input variable passes the Case Record ID into the flow, and the output variable passes the selected agent's API name back to Service Assistant to assign the agent to the case.") - [Add a Get Records Element](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Add a Get Records element to retrieve the case record with the input variable.") - [Configure Your Agent Routing Logic](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Add Decision and Assignment elements to define how cases are routed to your Service Assistant agents. The Decision element evaluates your conditions to determine which outcome path to follow. Each outcome path leads to an Assignment element that sets the output variable to the API name of the target agent. The steps outline the general setup for you to make your specific business requirements.") - [Test Your Flow](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Save, activate, and test your flow to verify that cases route to the correct agent.") - [Assign Your Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Connect your flow to Service Assistant in the Setup page and assign a default agent.") - [Confirm Your Setup and Troubleshoot Errors](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "After assigning your flow, manually test your setup by drafting service plans for records that match the criteria set in your flow.") This video provides an overview for the multiple agent setup details and applies to both Service Assistant for Case and Messaging. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/gBd3Bwy2t1XzDo711hQd2C). This article guides you through creating an autolaunched flow that routes Service Assistant agents to specific record types, business units, record fields, or other criteria and then connecting the flow to Service Assistant in the Setup page. We don't provide a flow template. Multiple agents is supported in both Service Assistant for Case and Messaging. Your flow must meet three requirements. - It must be autolaunched. - It must include a text input variable that receives the record ID. - It must include a text output variable that returns the API name of the Service Assistant agent to assign. Because every customer's business requirements are different, these steps provide guidance for creating the required variables and adding your flow to the Setup page. We only provide general guidance for setting up the Get Records, Decision, and Assignment elements. You must configure your routing conditions and outcomes to your business requirements. If you have an existing record routing flow, you can use it for Service Assistant as long as it's autolaunched and includes the required input and output variables. Go directly to [Assign Your Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&release=264.0.0&type=5 "Connect your flow to Service Assistant in the Setup page and assign a default agent.") and complete all procedures from there. Before you begin, complete these prerequisites. - You have an eligibility flow configured and assigned in the Setup page. - You have at least two Service Assistant agents created and activated. - Gather the API names of each of your agents from the Agent Details Setup page. ## Create Your Flow Create an autolaunched flow to assign your agents to specific cases or messaging sessions. Autolaunched is the only supported flow type. 1. From Setup, go to the Flows Setup page and click **New Flow**. 2. Select **Autolaunched Flow (No Trigger)**. 3. Click **Create**. ## Create Input and Output Variables Create input and output variables for your flow that receive the case data to evaluate and return the agent to assign. The input variable passes the Case Record ID into the flow, and the output variable passes the selected agent's API name back to Service Assistant to assign the agent to the case. 1. From the Toolbox panel, click **New Resource** and set these variable settings for the case or messaging session record ID. 1. Resource Type: Variable 2. API Name: caseId or messagingsessionID. 3. Data Type: Text 4. Enable Available for Input. 2. Click **Done**. 3. Click **New Resource** and set these settings for the output variable that holds the API Name of the agent to invoke. - API Name: BotDefinitionDeveloperName. This is a suggested name. - Resource Type: Variable - Data Type: Text - Enable Available for Output. 4. Click **Done**. ## Add a Get Records Element Add a Get Records element to retrieve the case record with the input variable. 1. On the Flow Builder canvas, click **+** and select **Get Records**. 2. From the configuration panel, set these settings. 1. Enter a name for the element in the Label field, such as Get Case. 2. From Data source, select Salesforce Object and then select **Case** or **MessagingSession**. 3. Set Field to **Case Id** or **MessagingSessionId**. 4. Set the Operator field to **Equals**. 5. Set the Value field to **caseId** or **messagingsessionId**. 6. Optional: To access fields from related records in your routing logic, select **Also get related records** and choose the relationships you need, like Account or Contact. This makes related record fields available as conditions in your Decision element. 3. Click **Done**. ## Configure Your Agent Routing Logic Add Decision and Assignment elements to define how cases are routed to your Service Assistant agents. The Decision element evaluates your conditions to determine which outcome path to follow. Each outcome path leads to an Assignment element that sets the output variable to the API name of the target agent. The steps outline the general setup for you to make your specific business requirements. 1. Add a Decision Element. 1. From the Flow Builder canvas, under the Get Records Element, click **+** and select **Decision**. 2. Enter a label that describes the criteria you're evaluating, like Check Case Type. 3. Create an outcome for each routing scenario. For each outcome, define a condition with fields, related record fields, or other flow variables. Set an operator and a value that matches your criteria. 4. Click **Done**. 2. Add an Assignment Element. 1. Under each outcome branch, click **+** and select **Assignment**. Set the variable to your output variable, the operator to Equals, and the value to the API name of the agent for that scenario. 2. Click **Done**. 3. Repeat for each remaining outcome. 3. Save your flow and click **Activate**. ## Test Your Flow Save, activate, and test your flow to verify that cases route to the correct agent. 1. From the Flow Builder menu, click **Debug**. 2. Enter the record ID for a record that you expect to be assigned to a specific agent. 3. Click **Run**. 4. Verify that it routes to the correct agent. ## Assign Your Flow to Service Assistant Connect your flow to Service Assistant in the Setup page and assign a default agent. If you have an active Service Assistant implementation before the general availability of the multiple agent feature on June 30, 2026, your existing agent is automatically set as your default agent. You can change your default agent. If you activate and set up Service Assistant after the release date, you must manually set a default agent. 1. Go to the Service Assistant Setup page. 2. From the Customize Experience by Object Section, select either the Case or Messaging tab. 3. In the object tab, go to the Setup Your Agent Assignment section. 4. From Set the Default Agent section, select a default agent. 5. From the Define Your Agent Assignment Criteria section, complete these configurations. 1. Set your flow in the Flow label field. 2. Set your flow's input variables in the Input Variables Section. 3. Set your flow's output variables in the Output Variables Section. 6. Click **Save**. ![The Setup Your Agent Assignment section with a default agent and an assignment flow set.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ma_setup.png) ## Confirm Your Setup and Troubleshoot Errors After assigning your flow, manually test your setup by drafting service plans for records that match the criteria set in your flow. Create a new record that matches each routing condition in your flow. Generate a plan summary and review the subagent name shown in the summary text. For example, if you see "Service Plan Available: Order Refund," the assigned agent uses the "Order Refund" subagent. If the subagent shown isn't what you expect, review your Decision element conditions and Assignment element values to confirm that they match your routing criteria. When the record doesn't meet the criteria set in your flow, your default agent is automatically assigned to the record. There's no message in the component that indicates the default agent is assigned to the record. If you see an error message: "An agent wasn't assigned to the record. Ask your admin to check the agent assignment flow and make sure all agents are activated." This indicates there's an issue with your agent assignment flow. The issue is due to a general flow error, a timeout, the flow returning an invalid or inactive agent API name, or there being no default agent assigned to the record. Try these troubleshooting steps. - Confirm that you have a default agent set in the Set Up Your Agent Assignment section of the Service Assistant Setup page. - Check that you have the right flow set in the Set Up Your Agent Assignment section of the Service Assistant Setup page. - Review the assignment criteria, and the input and output variables set in your flow. - Confirm that you have the right agent API names set in your flow. - Test your flow in Debug mode. Enter the record ID of a test case that relates to your routing conditions, and then verify that it routes to the correct agent. <!-- document id=a7781b42fddcc1e195dedc557eb8e2da773f92e934cb992244a93adee72c4102 url=/admin/current/en-us/service/264-0-0/mfs_products_multiple_locations.md --> # Set Up Multiple Inventory Locations By default, all products consumed for a work order or work order line item come from the same location. However, you can let mobile workers log product consumption from multiple locations. You might want to do this when, for example, workers provide services to multiple vendors or want separate inventories for different types of work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122350e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122350e78 ">To update page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122350e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122350e78 ">To update connected apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122350e78 "> <p>Customize Application</p> <p>AND either</p> <p>Modify All Data</p> <p>OR</p> <p style="margin-bottom:0;">Manage Connected Apps</p> </td> </tr> </tbody> </table> 1. Enable multiple inventory locations in the connected app. 1. From Setup, enter Connected Apps in the Quick Find box, then select **Connected Apps**. 2. Click **Salesforce Field Service for iOS** or **Salesforce Field Service for Android**. 3. Scroll to the custom attribute list, and click **New**. 4. Enter the attribute key ENABLE\_MULTIPLE\_LOCATIONS. 5. To enable consuming parts from multiple locations, enter the attribute value TRUE. When this setting is enabled, users see the following locations for product items in their search results. - Locations that belong to the same hierarchy as the user’s own location - Locations that are associated with a work order on the user’s schedule - Locations that are associated with the user’s service territory 2. Create a parent location. 1. From the App Launcher, find and open **Locations**. 2. Click **New**. 3. Enter the details for your new location. - For Location Name, enter a name for your location. - For Location Type, select which type of location it is. - For Time Zone, select the time zone that the location is in. - Select **Inventory Location** and **Mobile Location**. - Optionally, enter a description and driving directions for the location. 4. Click **Save**. 3. Create child locations. 1. From the App Launcher, find and open **Locations**. 2. Click **New**. 3. Enter the details for each new location. For Parent Location, select the location that you created. 4. Click **Save**. ![Create at least one child location.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_child_locations.png) 4. Create consignment locations. A consignment location represents an inventory location at the site of a work order or work order line item. For example, you can use a consignment location for parts shipped directly to a work site. 1. From the App Launcher, find and open **Locations**. 2. Click **New**. 3. Enter the details for your new location. Select **Inventory Location** so that parts can be stored there. ![Create consignment locations for work sites.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_consignment_location.png) 4. Click **Save**. 5. Create product items for the consignment location. 1. From the App Launcher, find and open **Product Items**. 2. Click **New**. 3. Enter the details for your new product item. ![Create product items.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_create_product_item.png) - For Product Name, select a product. - For Location, select the consignment location that you created. - For Quantity on Hand, select the number of products available at that location. - Optionally, select a Quantity Unit of Measure and enter the product's serial number. 4. Click **Save**. 6. Create cross-border locations. A cross-border location represents an inventory location that belongs to a specific service territory. 1. Add the Service Territory Locations related list to the Service Territory layout. - From the Object Manager, enter Service Territory in the Quick Find box, and select **Service Territory**. - Select **Page Layouts**. - Select **Service Territory Layout**. - Drag **Service Territory Locations** under Related Lists. - Click **Save**. 2. Add a location to a service territory. ![Create a service territory location.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_create_st_location.png) - From the App Launcher, find and open **Service Territory**. - Select the service territory that you want to add a location to. - Click **Related**. - Next to Service Territory Locations, click **New**. - Select a location. - Click **Save**. - For the setup to take effect, have each user log out and log back. - Consuming product items from multiple locations is a beta feature. Up to 10 hierarchical locations or cross-border locations are supported, with a maximum of 1,000 product items for each location. - When a location is associated with a service resource, only direct parent-child locations are supported. Grandchild locations are not supported. - When a location is associated with a work order or a service territory location, parent-child relationships aren't used. - Child locations of consignment locations and cross-border locations aren’t available in the app. - To make a location available in the inventory tab in the app, select **Mobile Location**. - For cross-border locations, don't select the Mobile Location field. When the Mobile Location field is selected, the location isn’t available in the app. <!-- document id=15259a19ced742ce94ed2ca290cdf35f0d9b5e61cf4a6ece176aa3acdc45fb0e url=/admin/current/en-us/service/264-0-0/voice_setup_uni_rout_byot.md --> # Set Up Omni Flow Before enabling unified routing for a contact center, make sure that you set up an omni flow. This article applies to: - Salesforce Voice with Partner Telephony 1. [Verify that Omni-Channel is enabled](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&language=en_US&type=5). 2. Verify that you have a service channel for routing voice calls, or [Create a Service Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&language=en_US) for routing voice calls. 3. In the Quick Find box in Setup, enter Routing Configurations. [Define a Routing Configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US), or edit an existing routing configuration. Set Routing Model to Most Available or Least Active. The External Routing selection isn’t compatible with Unified Routing. 4. Return to the Quick Find box in Setup and enter Queues. [Create a Salesforce queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US) with Voice Call as a Supported Object. Associate the queue with the routing configuration. 5. If contact center requires additional queues, create them. 6. In the contact center details page, under Contact Center Queues, add the queues you created to the contact center. 7. (Optional) Go to the Contact Center Groups section and [add a new contact center group to the Routing Profile](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&type=5&language=en_US). Associate all queues from the contact center to this single group. 8. (Optional) Go to the Contact Center Users section and select the checkbox next to the users you want to relate to your new group. Click Assign to Group. Under Contact Center Group, select the group you made, and then click Save. 9. Go to the Contact Center Channels section, [create a Contact Center Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&type=5&language=en_US), and set the Call Routing Type to Queue. Select a queue you created in previous steps. This associates the phone number with the Queue routing type. <!-- document id=9839378baf5f9ee7b88731e949712f69058645956a8d72cb51afc3d189636817 url=/admin/current/en-us/service/264-0-0/service_presence_intro.md --> # Set Up Omni-Channel Set up Omni-Channel to route any type of incoming work item to the most qualified, available support reps in your call center. Omni-Channel integrates seamlessly into both console and standard apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Omni-Channel is available in both legacy Salesforce Classic and Lightning Experience. However, Omni-Channel in Lightning Experience has more functionality, including Enhanced Omni-Channel; a better UI experience; and is where further Omni-Channel development takes place. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). Omni-Channel is available with the Agentforce Service (formerly Service Cloud) product license or any of these add-on licenses: Digital Engagement, Enhanced Chat, Salesforce Voice with Amazon Connect or Partner Telephony, or Workforce Management. 1. **[Comparison of Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5)** Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version. 2. **[Guided Setup Flow for Routing Cases with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel.htm&release=264.0.0&type=5)** Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app. 3. **[Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5)** Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs. 4. **[Configure the Expiration for Omni-Channel Sessions](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_session_expiration.htm&release=264.0.0&type=5)** To limit exposure to your network when an Omni-Channel user leaves their computer unattended, set up session security. By default, a service rep isn’t automatically logged out of Omni-Channel if their Salesforce session times out. If the service rep remains idle on the same Omni-Channel page during the timeout, they also appear online in Omni-Channel and can miss work routed to them. The Omni-Channel session doesn’t end until the service rep is redirected to the login page. 5. **[Create Service Channels](https://help.salesforce.com/s/articleView?id=service.service_presence_create_service_channel.htm&release=264.0.0&type=5)** Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of service rep productivity―and routes them to your service reps in real time. 6. **[Add the Omni-Channel Component to an App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_to_service_console.htm&release=264.0.0&type=5)** To give service reps easy access to Omni-Channel, add it where they work—in a Lightning app. 7. **[Go Mobile with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_go_mobile.htm&release=264.0.0&type=5)** Omni-Channel users can complete work from their mobile device. With Omni Mobile, a mobile version of Omni-Channel, a service rep can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Mobile is part of the Salesforce mobile app, which can be installed on mobile devices. 8. **[Set Up Supervisors](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_supervisors.htm&release=264.0.0&type=5)** Set up supervisors to manage service channels and reps. Using Command Center for Service, they can monitor and manage in-progress work, the work backlog, reps, queues, and AI agents in real-time. Supervisors can also review detailed reports to gain insights into key performance indicators and identify areas for process improvement. 9. **[Set Up Service Reps](https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&release=264.0.0&type=5)** In Omni-Channel, set up service reps to complete work requests. After service reps are set up, they can manage their work from the Omni-Channel component in a Lightning app. Supervisors can view service reps in Command Center for Service. 10. **[Set Up Queues](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&release=264.0.0&type=5)** Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact requests, leads, orders, custom objects, service contracts, and knowledge article versions. 11. **[Access Omni-Channel Setup Home](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_home.htm&release=264.0.0&type=5)** Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company. <!-- document id=6491183d70c165c5a17089e462fdbae3c3e30464e51da95ad2da67871cfeeab0 url=/admin/current/en-us/service/264-0-0/omnichannel_agent_mobile_setup.md --> # Set Up Omni-Channel on Your Mobile Device To use Omni Inbox in the Salesforce Mobile app, you must have the Digital Engagement license. To set up Omni Inbox, complete these tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Verify that your mobile device meets the minimum requirements for the Salesforce Mobile app. 2. Verify that you are assigned the Messaging Agent user permission. 3. Download and install the Salesforce Mobile app on your device. You can download it from the App Store or Google Play. 4. Verify that your device receives notifications from Salesforce Mobile. Your device can receive notifications about new work, updates to work, and changes to your presence status. #### See Also - [Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app.htm&type=5&language=en_US) - [Requirements for the Salesforce Mobile App](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_requirements.htm&type=5&language=en_US) - [Salesforce Mobile App Notification Types](https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_enable_push_notifications.htm&type=5&language=en_US) <!-- document id=54674fa8d094e0b963c0e736cd0a74ca5efac8625799d67bd5b8b3d5f98a197d url=/admin/current/en-us/service/264-0-0/live_agent_omnichannel_routing.md --> # Set Up Omni-Channel Routing for Chats Chat in Lightning Experience uses Omni-Channel to route incoming chats to your support agents. Before you set up Chat, make sure that Omni-Channel is ready to handle chats with a service channel for chats, a chat queue with an associated routing configuration, and presence statuses that let your agents receive chats. To configure dynamic skill requirements, select the Omni-Channel routing type in Chat Buttons & Invitations and configure skills-based routing rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). <!-- document id=bee21f99ebd2ad0be19bf9c94141e84bb11b0be31ca7f16e68cc21a9fa35223a url=/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel_guided_flow.md --> # Set Up Omnichannel Routing for IT Service Records with a Guided Flow Route IT Service records with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default IT services console app. This is the fastest way to set up Omnichannel routing for IT service records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68279e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68279e72 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68279e72 ">Customize Application</td> </tr> </tbody> </table> Before you begin, enable Enhanced Omni-Channel. See [Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US) 1. From Salesforce Go page, go to the Features tab, and search for Omnichannel Routing for IT Service. 2. Click **Set Up** on Omnichannel Routing for IT Service. 3. Turn on Omnichannel Routing for IT Service. This action automatically turns on Omnichannel, Omnichannel settings, and creates a default supervisor configuration. 4. Next to **Guided OmniChannel Setup**, click **Go to Setup**. 5. In the **Set Up Omni-Channel** window, click **Start**. 6. Select an object type from the dropdown menu. You can select from **Incident**, **Problem**, or **Change Request**. 7. Enter a name for the queue, for example, High Priority Incident. 8. Select the users to add to that queue, and click **Next**. 9. Review the automatically populated routing configuration name, presence configuration name, work item size, and agent capacity. To learn more about what these are, see [Key Components of Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_components.htm&release=264.0.0&type=5 "Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you."). 10. Click **Next**. 11. In the summary window, click **Finish**. The flow creates the queue, a routing configuration, a presence configuration, and a service channel if one doesn't already exist. To learn more about what the flow does, see [Guided Setup Flow for Routing Cases with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel.htm&type=5&language=en_US) Make sure you create assignment rules to automate routing to queues. Without assignment rules to automate the queue assignment, you have to manually assign records to queues before omnichannel routing can route them to the reps in the queue. See [Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5 "Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue."). <!-- document id=34838255aea03995e8ef095ff37fb7ce025a58f1d3d295832ef9e86817972601 url=/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel_setup_parent.md --> # Set Up Omnichannel Routing for IT Services Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Omnichannel Routing for IT Service Records with a Guided Flow](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_guided_flow.htm&release=264.0.0&type=5)** Route IT Service records with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default IT services console app. This is the fastest way to set up Omnichannel routing for IT service records. - **[Configure Omnichannel Components Manually for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_omnichannel_setup.htm&release=264.0.0&type=5)** Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps. - **[Add Omni-Channel Sidebar to Agentic IT Service Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannnel_sidebar.htm&release=264.0.0&type=5)** While an Omni-Channel utility bar is automatically added when you use the guided flow to set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage their incoming workload. - **[Configure Advanced Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_omnirouting.htm&release=264.0.0&type=5)** To get more advanced functionality for Omnichannel routing, use flows or skills-based routing. <!-- document id=56c10512e6de5eea9026ec807158f55ab85943cb23792b4d8060a3f2c3578633 url=/admin/current/en-us/service/264-0-0/pfs_optimization_hub_configure.md --> # Set Up Optimization Hub Assign user permissions and add the Optimization Hub Lightning web component to the optimization request record page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53199e38">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53199e38 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53199e38 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53199e38 ">To configure Optimization Hub:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53199e38 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Hub is available only when you’re using Enhanced Scheduling and Optimization. 1. Assign users one of these permission sets. See [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&type=5&language=en_US). - Field Service Admin permission set - Field Service Dispatcher permission set 2. Add the Optimization Hub Lightning web component to the optimization request record page. 1. From the object management settings for optimization requests, go to Lightning Record Pages. 2. Select the Lightning record page that you want to add the Optimization Hub component to, and then click **Edit**. 3. In Lightning App Builder, drag the Optimization Hub component onto the canvas. For an optimal view, use the Header and One Region template as the layout for Optimization Hub. See [Lightning Page Templates](https://help.salesforce.com/s/articleView?id=platform.lightning_page_templates.htm&type=5&language=en_US). 4. If Optimization Insights is configured and added to the layout, remove it from the canvas. 5. Save your work and activate the Lightning record page. <!-- document id=137fcbcd3fc5d4cd0a9048ebd818f3b7b52b6ffdb918f8dccef0d627d32ff0dc url=/admin/current/en-us/service/264-0-0/pfs_enhanced_optimization_dynamic_scaling.md --> # Set Up Optimization of Large Field Service Datasets with Dynamic Scaling Manage large-scale global and in-day optimization effectively without splitting data due to system limits. Dynamic scaling intelligently structures data into logical clusters, seamlessly balancing demand and capacity while accounting for operational work rule constraints. This capability simplifies optimization management by enabling higher system limits, so you can optimize your entire dataset in one smooth operation. You don’t need to manually define optimization groups and boundaries. Dynamic scaling unifies and streamlines the optimization process, creating a single, cohesive solution that prevents conflicts and overlaps. Dynamic scaling is available only when you’re using Enhanced Scheduling and Optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Dynamic scaling uses AI to automatically break down a large-scale scheduling challenge into smaller, more manageable optimization request clusters based on logical grouping of data. This approach improves performance and efficiency by processing optimization requests in parallel. With dynamic scaling, global optimization can handle up to 50,000 service appointments, up to 1,000 service resources, and up to 1,000 service territories in one request. In-day optimization can handle up to 20,000 service appointments, up to 1,000 service resources, and up to 1,000 service territories per request. When setting up optimization jobs, you can easily select many service territories without having to select each one individually. Dynamic scaling simplifies optimization planning by letting you select service territories based on business needs. The system then automatically defines optimization groups by clustering the data to meet specific optimization requirements. You still need to define soft boundaries (areas that share service resources) and smaller service territories to avoid performance issue for other scheduling actions. Without dynamic scaling, you must define specific optimization groups for soft boundaries, and maintain the underlaying data and setup. This makes workforce planning difficult, and optimization jobs configuration more time consuming and inefficient. ## Use Cases for Dynamic Scaling Review the use cases to gain a better understanding of how dynamic scaling works in Field Service Enhanced Scheduling and Optimization. **Example 1: Optimize for a high volume of appointments per resource per day** Utility companies often handle a high volume of service appointments per day, for example 50 meter readings. Without dynamic scaling, the 5,000 service appointment limit is easily reached. For example, a five-day work week with 50 service resources in a service territory means optimizing 12,500 service appointments. With dynamic scaling, the optimization request is split into smaller clusters of data that can be optimized independently. **Example 2: Optimize for an extended horizon** Companies that average, for example, 10 service appointments per service resource per day, and 50 resources in a service territory, can optimize a maximum of 10 working days with the 5,000 service appointment limit. With dynamic scaling, customers can increase their optimization horizon, leading to longer-term planning visibility. **Example 3: Optimize for improved resource efficiency** When service resources and service appointments are organized by territory, secondary service territories are typically used so that resources can work outside their primary areas. Without dynamic scaling, configuring optimization groups requires careful analysis to make sure that shared territories are included in the same optimization request. With dynamic scaling, you can simplify this process by replacing the traditional Match Territory or Working Territory work rules with the Maximum Travel Distance from Home work rule. This setup allows the optimization engine to schedule across invisible territory boundaries while respecting real travel distances. You don’t need to manually align territories in optimization groups. For example, mobile workers live near service territory boundaries and there are appointments nearby, in a neighboring service territory. The mobile worker can't be assigned these appointments because of the Match Territory rule or because these territories must be set up in the same optimization group when using the Working Territories work rule. With dynamic scaling, you can put all the service territories in the same optimization group and use the Maximum Travel from Home work rule to keep the mobile workers from traveling too far from home. **Example 4: Optimize by using a single optimization request for simplified setup and maintenance** A small company with a dataset of 10,000 service appointments needs to be optimized across a two week period. Each territory is small, with only 10 service resources and 500 service appointments for the two weeks. With dynamic scaling, you can configure a single group for all territories under scheduled jobs, instead of configuring 20 different groups for 20 small territories. Select all the service territories and run one optimization job. Even though the data and territories are small, this simplifies setup and maintenance. Manage one job for your entire business, and consume only one APEX scheduled job. **Example 5: Optimize for in-day disruptions to the schedule** A company with 400 service technicians, where each resource handles 20 service appointments per day (total of 8,000 service service appointments a day) needs to optimize today and tomorrow’s schedule in order to handle in-day disruptions, like last-minute cancellations, traffic, and more. With dynamic scaling, you can configure a single group for all territories under scheduled jobs to process these 16,000 service appointments. ## Considerations and Limitations for Dynamic Scaling Before using dynamic scaling, review the considerations and limitations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Review also the [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/articleView?id=service.pfs_enhanced_available_limits.htm&language=en_US) and the [Guidelines for Creating Service Territories for Field Service](https://help.salesforce.com/articleView?id=service.fs_territory_guidelines.htm&language=en_US). - Dynamic scaling is supported only for global and in-day optimization. - Dynamic scaling doesn't consider shifts with overlapping travel times when creating clusters. This can lead to rule violations on the Gantt. - Dynamic scaling doesn’t support: - Multiday work - Work Capacity work rule - Rollback option for Commit Mode in the scheduling policy - Dynamic scaling is supported only for large datasets. Even if enabled, not all optimization requests use this capability. Dynamic scaling only applies to optimization requests that exceed 5,000 service appointments or 500 service resources. Dynamic scaling isn’t triggered if the number of service appointments or service resources in the optimization request are within these limits, and only the number of service territories exceeds 100. - For global optimization, dynamic scaling supports a maximum of 50,000 service appointments, 1,000 service resources, and 1,000 service territories in a group. For in-day optimization, Dynamic scaling supports a maximum of 20,000 service appointments, 1,000 service resources, and 1,000 service territories per group. The optimization request fails if any of these limits are exceeded. The service appointment limit is lower for in-day optimization than for global optimization because the in-day operation needs to run much faster (complete within 5 minutes). As such, the horizon for in-day optimization is typically much narrower than for global optimization as it’s only meant to handle in-day changes to the schedule, like no-shows, or emergency repair jobs. - If an optimization request fails, the failure details are displayed only on the child optimization request (specific cluster) and not on the main optimization request. - The clustering mechanism uses many factors to determine the clusters. However, it's possible that the scheduling engine can't schedule a service appointment or schedule to an optimal resource if the optimal service resource is in a different cluster. This is because the clusters are optimized as separate optimization requests in parallel. Global and in-day optimization can fail to schedule a service appointment even though the Find Candidates or Task Insert operations can schedule it successfully. - The more times you run the optimization request, the more service appointments are scheduled as the clustering improves. This means ‌scheduled service appointments affect ‌clustering, such that the more you run and schedule appointments, the better ‌ clustering gets. - **[Enable Field Service Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling_enable.htm&release=264.0.0&type=5)** Set up large-scale global and in-day optimization to efficiently optimize your entire Field Service dataset. With dynamic scaling, you don’t need to manually set up optimization groups and define boundaries between areas that need to be optimized together, or split data due to system limits. #### See Also - [Manage Scheduled Jobs in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) - [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&type=5&language=en_US) <!-- document id=9ed1320e2127f80e57c26bfb8e8b137632579a0e585b325032154f43a08b4699 url=/admin/current/en-us/service/264-0-0/pfs_optimization_request_files_set_up.md --> # Set Up Optimization Request Files Configure your Optimization Request Files settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d178639e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178639e80 ">To configure Optimization Request Files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178639e80 ">Field Service Admin permission set AND Field Service Integration permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Optimization Request Files doesn’t support Government Cloud environments. 1. Assign users these permission sets. See [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&type=5&language=en_US). - Field Service Admin permissions - Field Service Integration permissions 2. Enable Optimization Request Files. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Scheduling** | **General Logic** and enable **Generate activity reports and retrieve optimization request files**. <!-- document id=7394fb379c5510732074bed748f03a32eca1ea7f692c0e05578e24ed22332795 url=/admin/current/en-us/service/264-0-0/voice_org_wide_sharing.md --> # Set Up Org-Wide Sharing for Voice Calls To keep all of your users in sync and break down information silos, set up organization-wide sharing for voice calls. Service reps and supervisors easily scan a list of voice calls, listen to a call recording, read the call transcript, and edit the voice call record. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63284e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63284e75 ">To set default sharing access:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63284e75 ">Manage Sharing</td> </tr> </tbody> </table> By default, access to voice calls is set to Private. Only the voice call’s owners can see and edit the record. 1. From Setup, in the Quick Find box, enter Sharing Settings, and then select **Sharing Settings**. 2. Under Organization-Wide Defaults, find Voice Call. To give all voice call reps view access to any voice call, click **Edit**, and set access to **Public Read Only**. To give all voice call reps view and edit access to any voice call, click **Edit**, and set access to **Public Read/Write**. 3. Save your changes. Updating organization-wide sharing for voice calls can take some time. You receive an email when the changes are complete. <!-- document id=142084d33c5f56845a45a43875171b25e25f05f1234b573bf0ae30b873f02ffa url=/admin/current/en-us/service/264-0-0/fs_obc_set_up.md --> # Set Up Outcome-Based Contracts Assign users permissions to manage contract line outcomes for Outcome-Based Contracts and create recordset filter criteria that allow you to define the criteria to evaluate contract compliance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Assign User Permissions Give users access to Outcome-Based Contracts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143204e99">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e99 ">To enable permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e99 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e99 ">To edit field-level security for fields:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e99 ">Customize Application</td> </tr> </tbody> </table> 1. Assign users basic access permissions to create and manage contract line outcomes. 1. From Setup, in the Quick Find box, enter Users, and then select **Profiles**. 2. Select the relevant profile, and then click **Edit**. 3. In Standard Object Permissions, enable basic access permissions for contract line outcomes. 2. Set the field-level security of the Service Contract and Recordset Filter Criteria fields on the Contract Line Outcome object. 1. From the object management settings for contract line outcomes, go to Fields and Relationships. 2. For both fields, click **Set Field-Level Security** and make the field-level security visible for the relevant profiles. ## Create Recordset Filter Criteria Create recordset filter criteria for contract line outcomes. Recordset filter criteria allow you to define the criteria to evaluate contract compliance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d143204e227">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e227 ">To view, create, and update recordset filter criteria:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d143204e227 ">View, create, and edit on Asset, Contract Line Outcome, Recordset Filter Criteria, and Recordset Filter Criteria Rule AND Delete on Recordset Filter Criteria Rule</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Recordset Filter Criteria**. 2. Click **New**. 3. Enter a name and a description. 4. For Source Object, select **Contract Line Outcome**. 5. For Filtered Object, select **Asset**. 6. Select **Active**. 7. In the Conditions section, select the relevant option for when the recordset filter criteria is valid. 8. Add filter conditions. 1. For Criteria Field, select a numeric asset field or asset attribute. 2. Select the operator and the value to match on. 9. Save the recordset filter criteria. <!-- document id=d28ef64d48925eb7fcd4966db01b9f7cc4d91a251f2bf83820247fc3bffa4a74 url=/admin/current/en-us/service/264-0-0/byoc_ccaas_setup.md --> # Set Up Partner Contact Center Messaging Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="byoc_ccaas_setup__d1196e2188"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="byoc_ccaas_setup__d1196e2188" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for CCaaS</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for CCaaS is now Partner Contact Center Messaging. You may see references to Bring Your Own Channel for CCaaS in Salesforce applications and documentation. Many contact centers struggle with disconnected channels and customer data. Partner Contact Center Messaging lets you integrate a full contact center from an external provider into Salesforce, including the ability to manage Messaging and Voice together. You benefit in these ways. - Process routing, service rep status, and rep capacity through a CCaaS partner’s system and sync information to Salesforce from the partner. - Map service rep IDs from one system to another, and keep systems in sync. - Run third-party bots from CCaaS partners and partner AI inside of the Service Console, together with Agentforce. - Service reps remain firmly rooted within the Omni-Channel Console, even if your CCaaS partner system processes routing. - Service reps transfer users between messaging conversations and voice calls within the same contact center, as needed. - Supervisors get a comprehensive view of service rep metrics and embedded coaching and training solutions with Command Center for Service. This view aggregates data from all channels, including external channels that are connected with an API. - Customer data is unified across all channels in Data 360. ## Setup Overview To set up Partner Contact Center Messaging, download a managed package from AppExchange. If required by your CCaaS partner, create a connected app to integrate with Salesforce and the partner system. Create an Omni-Channel Flow for routing and then add a Messaging channel. As part of the setup flow, create a partner contact center or add your Messaging channel to a preexisting partner telephony contact center. - **[Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_users.htm&release=264.0.0&type=5)** Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS. - **[Prepare Your Salesforce Org for Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_prepare_org.htm&release=264.0.0&type=5)** Before you set up Bring Your Own Channel for CCaaS, enable Omni-Channel, create a flow, and customize the service console. - **[Create a Bring Your Own Channel for CCaaS Messaging Channel](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_create_channel.htm&release=264.0.0&type=5)** To create a Bring Your Own Channel for Contact Center as a Service (CCaaS) messaging channel as part of a contact center, follow the setup flow. - **[Manage External Routing Queues for a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_partner_routing.htm&release=264.0.0&type=5)** Although you can define routing logic using Salesforce queues, if you’re using external routing for your contact center, the partner system uses its own queues to process routing. To route messages and voice calls to a contact center queue, map a Salesforce queue to a partner queue. Messages and calls assigned to an unmapped queue aren’t routed at run time. The way you manage and map an externally routed queue for a contact center depends on whether your CCaaS vendor supports Queue Management for their integration. - **[Add Messaging to a Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_add_messaging_to_voice_contact_center.htm&release=264.0.0&type=5)** Add Messaging to a preexisting Voice contact center so that customers have multiple ways to reach reps. For a contact center with Salesforce Voice with Partner Telephony, add a Bring Your Own Channel for CCaaS Messaging channel. If you have a contact center with Service Cloud Voice with Partner Telephony from Amazon Connect, add Amazon Connect Chat and Messaging to the contact center by using Salesforce Contact Center with Amazon Connect. - **[Set Up an Agentforce Service Agent for Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.messaging_byoc_ccaas_ai_agent.htm&release=264.0.0&type=5)** When you install a managed package to set up Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS, your Messaging or CCaaS partner vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent. - **[Route Data to Objects in Bring Your Own Channel for CCaaS](https://help.salesforce.com/s/articleView?id=service.messaging_pcc_parameters.htm&release=264.0.0&type=5)** Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object. <!-- document id=7d415f4086543d0176d1badc780d10fd3819fa9aefe0a50ccce81bcfebf7373a url=/admin/current/en-us/service/264-0-0/partner_messaging_intro.md --> # Set Up Partner Messaging Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_intro__d431e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_intro__d431e2076" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. Many contact centers struggle with disconnected channels and customer data. Bring Your Own Channel for Messaging lets you integrate an external messaging service into Salesforce, resulting in these benefits. - Service reps remain firmly rooted within the Omni-Channel Console. - Supervisors get a comprehensive view of service rep metrics and embedded coaching and training solutions with Command Center for Service. This view aggregates data from all channels, including external channels that are connected with an API. - Customer data is unified across all channels in Data 360. - Omni-Channel Flow routes sessions. - Run partner AI and Bots inside of the Service Console, together with Agentforce. ## Setup Overview Setup for Bring Your Own Channel for Messaging is simple. Download a managed package from AppExchange, create an Omni-Channel Flow for routing, and then install the Bring Your Own Channel for Messaging channel through a setup flow. - **[Prepare Your Service Reps to Use Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_users.htm&release=264.0.0&type=5)** Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for Messaging. - **[Prepare Your Salesforce Org for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_prepare_org.htm&release=264.0.0&type=5)** Before you set up Bring Your Own Channel for Messaging, enable Omni-Channel, create a flow, and customize the service console. - **[Create a Bring Your Own Channel for Messaging Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_install.htm&release=264.0.0&type=5)** To create a Bring Your Own Channel for Messaging channel, follow the setup flow. - **[Uninstall Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_uninstall.htm&release=264.0.0&type=5)** Remove a Bring Your Own Channel for Messaging channel from your Salesforce org. - **[Set Up an Agentforce Service Agent for Bring Your Own Channel for Messaging](https://help.salesforce.com/s/articleView?id=service.partner_messaging_ai_agent.htm&release=264.0.0&type=5)** When you install a managed package to set up Bring Your Own Channel for Messaging, your messaging vendor may include a sample outbound flow for an AI agent. Create your own AI agent and set up an inbound flow to fit your use case, for example, to route an inbound message to the agent. If your managed package doesn’t include a sample outbound flow, you can still create one and associate it with your AI agent. - **[Route Data to Objects in Bring Your Own Channel](https://help.salesforce.com/s/articleView?id=service.partner_messaging_parameters.htm&release=264.0.0&type=5)** Optionally, use parameters, parameter mappings, and flows to route customer data to Salesforce objects for Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS. This data gives service reps more context for who they’re messaging with. For example, create a Support Reason dropdown menu, and then route the customer’s input to the Messaging Session object. <!-- document id=bc13dcfe9458693c332c8e5f7c339cdd2cdd596540350c31a5747c32b3210a3f url=/admin/current/en-us/service/264-0-0/fs_set_up_path.md --> # Set Up Path for Field Service To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line items, and service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d120822e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120822e72 ">To set up a path:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120822e72 ">Modify All Data</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120822e72 ">To create, customize, or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120822e72 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> </tbody> </table> With Path, your team can quickly see a record’s status and how close it is to completion, and update the status by clicking the desired value on the path. ![Path on a work order](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_path.png) You can set up one path per record type. The steps in a path (1) correspond to the Status picklist values. Help users succeed by displaying up to five key fields and handy step-specific guidance beneath each path step (2). Several statuses can represent the record’s conclusion: Canceled, Cannot Complete, Completed, and Closed. Therefore, the last stage of the path displays as **Final Status** when the record is open. Users are prompted to select a final status from these values when they try to close the record, and the path then shows the selected final status. The order of the path steps is based on the order of the values in the Status picklist, though statuses representing conclusion are grouped in the final step. Path is available for work orders, work order line items, and service appointments in Lightning Experience and Experience Builder sites. It isn’t available in Salesforce Classic, the Salesforce mobile app, or the Field Service mobile app. 1. On the Path Settings page in Setup, enable Path. Select **Remember User's Path Preferences** to let users decide whether the path remembers its previous state or is always closed when the page loads. 2. If you plan to create a path based on the Status field for a field service object, assign a [status category](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.") to each status. From the field settings for the object’s Status picklist field in Setup, click **Edit** next to a value. Select the corresponding status category and save your changes. Status categories determine which statuses are grouped in the Final Status stage on the path, and are also used in scheduling. ![Status Picklist values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_status_category.png) 3. From the Path Settings page in Setup, follow the prompts to create a path for the Work Order, Work Order Line Item, or Service Appointment object. Paths can be based on the Status field or a custom picklist. Optionally, select key fields or add guidance for each step in the path. 4. To add your path to record detail pages in your org, drag the Path component onto the object detail page in Builder. 5. To add your path to an Experience Builder site, drag the Path component onto the object detail page in Experience Builder. #### See Also - [Lightning Flow for Service and the Actions & Recommendations Component](https://help.salesforce.com/articleView?id=console_lex_guided_action_list_component.htm&language=en_US) <!-- document id=3a3856c93c400d2e752a52c453115b94adc2380b99c3cf1174be3f7dd40f7c9a url=/admin/current/en-us/service/264-0-0/mfs_perf_priming_setup.md --> # Set Up Performance Priming Turn on Performance Priming so Field Service mobile users get primed offline data. Enable the setting in Field Service Settings, assign the Performance Priming permission, and make sure mobile workers have the Field Service Mobile license. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d92774e77">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d92774e77 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d92774e77 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d92774e77 ">To access Performance Priming</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d92774e77 ">Performance Priming for Field Service Mobile</td> </tr> </tbody> </table> Before you begin, make sure that each mobile worker has the Field Service Mobile license. For details, see [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users."). 1. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Settings**. 2. Under the Lightning SDK for Field Service Mobile section, select **Enable Lightning SDK for Field Service Mobile**. 3. Under the Performance Priming section, select **Enable Performance Priming for offline mobile usage**. 4. Save your changes. Field Service generates offline briefcases for profiles that have at least one user with the Field Service Mobile license. These read-only briefcases appear in [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). 5. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 6. Select the permission set that’s assigned to mobile workers. 7. Click **System Permissions**, and then click **Edit**. 8. Select the **Performance Priming for Field Service Mobile** user permission, and then save the permission set. 9. Assign the permission set to your mobile workers. Have mobile workers log out of the Field Service mobile app and log in again. #### See Also - [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users.") - [How Performance Priming Briefcases Work](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_briefcases_work.htm&release=264.0.0&type=5 "After you turn on Performance Priming, Field Service creates offline Briefcases for eligible profiles to control which records and metadata sync to mobile clients.") <!-- document id=25be85a9dd869da7eaa462a69265a5e1f19b82ba3ae83b1aba91f9471a28076b url=/admin/current/en-us/service/264-0-0/wfs_mobile_set_up_performance_priming.md --> # Set Up Performance Priming in the Field Service Mobile App for Workforce Scheduling Make visits and associated records available to mobile workers while offline, so technicians can complete and update work at remote sites without a connection. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19598e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">To access Performance Priming:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">Performance Priming for Field Service Mobile</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">To set up Workforce Scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">Workforce Scheduling Manager</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">For mobile workers to use Workforce Scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19598e66 ">Workforce Scheduling Service Resource</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Performance Priming is required for offline data in Workforce Scheduling. Before you begin, make sure each mobile worker has the Field Service Mobile user license. See [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Settings**. 2. Under the Lightning SDK for Field Service Mobile section, select **Enable Lightning SDK for Field Service Mobile**. 3. Under the Performance Priming section, select **Enable Performance Priming for offline mobile usage**. 4. Save your changes. Field Service generates offline briefcases for profiles that have at least one user with the Field Service Mobile license. These read-only briefcases appear in Briefcase Builder. For Field Service work orders, those profile briefcases control which records sync to the mobile app. 5. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 6. Select the permission set that's assigned to mobile workers. 7. Click **System Permissions**, and then click **Edit**. 8. Select **Performance Priming for Field Service Mobile**, and then save the permission set. 9. Assign the permission set to your mobile workers. 10. Save your changes. Have mobile workers log out of the Field Service mobile app and log in again to apply changes. #### See Also - [How Performance Priming Briefcases Work](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_briefcases_work.htm&type=5&language=en_US) - [Use Briefcase Builder with Field Service for Offline Work](https://help.salesforce.com/s/articleView?id=service.mfs_offline_briefcase.htm&type=5&language=en_US) - [Create a High-Volume Briefcase for Field Service](https://help.salesforce.com/s/articleView?id=service.mfs_hvb_create.htm&type=5&language=en_US) <!-- document id=c550d999f6e6607a1854cc10a86becea59f2baa34212bc1211933ad5263ad949 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_permissions.md --> # Set Up Permission Sets and Access for the Employee Services Portal Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Prerequisites Complete these one-time setup tasks in your Salesforce org before you create the Employee Services portal site. They apply regardless of which template you use. - [Enable Digital Experiences](https://help.salesforce.com/s/articleView?id=experience.networks_enable.htm&type=5&language=en_US) and select a domain name. Before you save, confirm that **Allow standard external profiles for self-registration, user creation, and login** is enabled. - [Enable person accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US) so you can store individual employees as records. - [Set up roles](https://help.salesforce.com/s/articleView?id=platform.admin_roles.htm&type=5&language=en_US) in your Salesforce org. Most Experience Cloud licenses require roles to share records with groups of users. - [Turn on the Reports To field on the Person Account object](https://help.salesforce.com/s/articleView?id=service.es_configure_the_reports_to_field_on_person_account.htm&type=5&language=en_US) so you can associate a manager with each employee for approval workflows. After you complete these tasks, create your employee users and assign their licenses and permission sets. See [Set Up Employees for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support."). ## Licenses and Permission Sets Permission sets give employees object-level access to the IT service records and features they need. They aren't tied to a specific Experience Cloud template, so employees can sign in to either an Agentic Center or an Agentforce Employee Center portal site with either permission set. Assign each employee a license and the matching permission set. | License | Permission Set | Description | | --- | --- | --- | | Unified Employee License | **ITSM Portal Uel User** | Gives employees object-level access to manage and track IT issues and service requests. We recommend this license and permission set for all portal users. | | Customer Community Plus | **IT Service Agentic Center Portal User** | Gives employees object-level access to manage and track IT issues and service requests. Use this license for employees who haven't yet migrated to the Unified Employee License. | We recommend that you standardize on the Unified Employee License. To move your existing Customer Community Plus users, follow the steps in [Migrate Customer Community Plus Users to Unified Employee License](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ccp_to_uel_migration.htm&release=264.0.0&type=5 "Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Some features are available only to Unified Employee License users. For example, the Favorites page on the Agentforce Employee Center template isn't available to Customer Community Plus users. ## Additional Permissions To make sure your users can access Unified Catalog items and service processes, assign the required permissions. See [Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations."). To let employees chat with the Agentforce agent on the portal, give them access to the Agentforce agent. To allow portal users to run prompt templates by using generative AI features, assign the **Prompt Template User** permission set. To let employees use the embedded AI features in the Agentforce Employee Center portal, such as Dynamic Q&A, your org needs the AI Features For Employee Portal Add On. With the add-on, assign the AI for Employee Portal permission set license to each portal user who needs AI features. To allow employees to acknowledge policies and submit evidence through the portal, assign the **IT Compliance Policy Acknowledger** and **IT Compliance Submitter** permission sets. <!-- document id=c55edd6e80da71999d09c6662d441982a766f0619bc76426b7b239c015509f4d url=/admin/current/en-us/service/264-0-0/fs_einstein_gen_ai_setup.md --> # Set Up Permissions for Einstein for Field Service Mobile Get access to Einstein for Field Service Mobile features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Field Service add-on. Also available in <strong>Einstein 1 Field Service</strong> Edition.</p> <p style="margin-bottom:0;">To purchase the Einstein for Field Service add-on, contact your Salesforce account executive. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Einstein generative AI is available in Lightning Experience.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions. </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73102e101">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73102e101 ">To create and assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73102e101 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Before you begin, follow the steps in [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Don’t skip the steps for setting up Data 360. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. In these permission sets, click **Manage Assignments**, and then click **Add Assignments**. - **Einstein Field Service User**: Assign this permission set to all Field Service Einstein users, including admin and mobile users. - **Prompt Template Manager**: Assign this permission set to users who create and manage prompt templates in [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US). - **Prompt Template User**: Assign this permission set to end users who access and run prompt templates. <!-- document id=1fe02fdc9922f699ed211ffafa2b6bd103e8935b8855c94a11eb7d1728a9ff2b url=/admin/current/en-us/service/264-0-0/es_set_up_person_account_page.md --> # Set Up Person Account Page Add the Action Launcher, Employee Profile Card, Employee Details, and Timeline components to the Person Account record page. These components provide your service reps quick access to employee information and actions for assisting employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d123094e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d123094e55 ">To set up the person account record page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d123094e55 ">HrServiceWorkspaceHrPsnl</td> </tr> </tbody> </table> Enable the Person Account object to set up the person account page. See [Enable Person Accounts](https://help.salesforce.com/s/articleView?id=sales.account_person_enable.htm&type=5&language=en_US). 1. Edit a Person Account record page in Lightning App Builder. 2. To change the template: 1. Click **Change**. 2. Select the **Header, Subheader, Left Sidebar** template, and then click **Next**. 3. Click **Done**. 3. Delete the Highlights Panel. 4. Add the Action Launcher component and configure it: 1. From the Components tab, drag the Action Launcher component to the subheader of the canvas. 2. Configure the Action Launcher. See [Action Launcher](https://help.salesforce.com/s/articleView?id=ind.the_action_launcher_component.htm&type=5&language=en_US). 5. Delete the existing component from the left sidebar. 6. Add the Employee Profile Card component and configure it: 1. From the Components tab, drag the Employee Profile Card component to the left sidebar. 2. Configure Employee Profile Card. See [Configure Employee Profile Card Component](https://help.salesforce.com/s/articleView?id=service.es_configure_the_employee_profile_component.htm&release=264.0.0&type=5 "The Person Account Record page in HR Service Console contains the Employee Profile Card component. The component shows employee information to the service representative. You can also add the component to a case, messaging session, and voice call record page."). 7. Select the Tabs component, and click **Add Tab** in the component properties pane. 8. Click the newly added tab, and select **Custom** in the Tab Label dropdown list. 9. Type Employee Details in the Custom Label field, and then click **Done**. 10. In the component properties pane, drag the Employee Details tab to the top to make it the first tab in the Tabs component. 11. From the Components tab, drag the Employee Details component to the Employee Details tab in the Tabs component. This component shows details about an employee and their employment with their organization. 12. In the component properties pane, drag the Details tab up to make it the second tab in the Tabs component. 13. Click **Add Tab** in the component properties pane. 14. Select the newly added tab, and then select **Custom** in the Tab Label dropdown list. 15. Type Cases in the Custom Label field, and then click **Done**. 16. Delete the existing components in the Cases tab. 17. From the Components tab, drag the Related List - Single component to the Cases tab in the Tabs component. 18. In the component properties pane, select **Cases** in the Related List dropdown list. 19. In the component properties pane, select **Basic List** in the Related List Type dropdown list. 20. From the Components tab, drag the Timeline component to the canvas. The preconfigured Timeline shows events from the Case object. Modify the Timeline configuration to suit your business requirements. See [View Events Using Timeline in Salesforce](https://help.salesforce.com/s/articleView?id=ind.timeline.htm&type=5&language=en_US). 21. Save your changes. 22. Click **Activate**. 23. Click the **App, Record Type, and Profile** tab, and then click **Assign to Apps, Record Types, and Profiles**. 24. Select the **HR Service Console** app to display the person account record page, and then click **Next**. 25. For the HR Service Console app, the page is applied to the desktop form factor by default. Click **Next**. 26. To show the person account record page to a specific record type, select the **Person Account** record type, and then click **Next**. 27. To show the person account record page to specific profiles, select the **Standard User** and **System Administrator** profiles, and click **Next**. 28. Review the assignments and save your changes. 29. Save the changes made to the person account record page. 30. To see the changes made to the person account record page, click ![Back icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/employee_service/es_back_arrow.png). <!-- document id=99b63b6b3e9ccc67b3dbc7f24c18fe6d24a06fabd058bb38e76861d495ef301b url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_policy_comm.md --> # Set Up Policy Communications for IT Compliance Enable Policy Communications to distribute organizational policies and track employee attestations. Configure the portal interface and set up notification services to streamline the process for your campaigns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d81609e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81609e74 ">To enable Policy Communication features:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81609e74 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81609e74 ">To assign required permission sets to users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81609e74 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From the gear icon, select **Salesforce Go**, and then search for **Accelerate Trust with Unified Risk and Compliance** on the **Feature** page. 2. Find and select **Policy Communications**. 3. Turn on Policy Communications. 4. To grant access to the right users, click **Manage** next to Manage User Access and assign the permission set that matches each user's role. - Assign **Compliance Admin** to managers who create and activate policy communication campaigns. - Assign **IT Compliance Fulfiller** to users who track acknowledgment progress across campaigns. - Assign **IT Compliance Policy Acknowledger** to employees who acknowledge policies from the Employee Service Portal. This permission set is included in the IT Compliance Employee Permission Set License. 5. To configure the portal where employees view and acknowledge policies, see [Set Up Agentforce Employee Portal for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&release=264.0.0&type=5 "Set up an Employee Services portal to provide a self-service experience for your employees. Assign the required permissions, create the site, add users, set up the service catalog, and configure additional portal features."). 6. To make policies accessible on the portal home page, add a **Policy Hub** tile to your Employee Services Portal. Follow the steps in [Add Policy Hub and Evidence Hub Tiles to the Employee Portal for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_add_tiles.htm&release=264.0.0&type=5 "As a site admin, add Policy Hub and Evidence Hub tiles to your Employee Services portal so that employees can acknowledge assigned policies and fulfill evidence requests without needing access to the IT Compliance app."). 7. In the Unlock Advanced Functionality section, optionally enable features to enhance communication. 1. To allow the system to send policy-related alerts to employees, turn on notifications. See [Enable IT Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_enable_feature.htm&release=264.0.0&type=5 "Use Salesforce Go to enable and configure notifications for your IT service team and employees.") to learn how to turn on notifications for IT services. 2. To define the rules for acknowledgment updates and reminders, configure your notification settings for policies. See [Configure Notifications](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notif_config.htm&release=264.0.0&type=5 "Configure notifications to deliver real-time updates to your teams and employees through Email, In-app, Slack, or Microsoft Teams when specific events occur. Use a simple guided setup to design notifications for different groups of people and types of objects with additional business logic.") to learn more. <!-- document id=238fe7593e5d6ddf7c91a7be3047538d8eb8a63beae4f47aef74ff97be6099d9 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_policy_mgmt_parent.md --> # Set Up Policy Management Features for IT Compliance Configure the foundational settings required to translate regulatory requirements into actionable internal standards. Set up the policy framework by enabling authoring tools, integrating with Microsoft 365 for document collaboration, and configuring the communication channels used to distribute policies and track employee acknowledgments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Policy Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_policy_mgmt.htm&release=264.0.0&type=5)** Enable Policy Management to manage the policy lifecycle from drafting to publication. Quickly configure core features, including AI-assisted authoring and automated lifecycle governance. - **[Set Up Policy Management with Microsoft 365 for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_policy_o365.htm&release=264.0.0&type=5)** Integrate Salesforce with Microsoft 365 to draft and sync policies between the two systems while maintaining centralized governance. Use a guided setup to configure the connection and enable AI-assisted authoring in Microsoft Word. The Microsoft 365 integration allows users to author policies in a familiar environment while ensuring Salesforce remains the system of record. - **[Configure Microsoft 365 Integration for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5)** Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors. - **[Set Up Policy Communications for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_setup_policy_comm.htm&release=264.0.0&type=5)** Enable Policy Communications to distribute organizational policies and track employee attestations. Configure the portal interface and set up notification services to streamline the process for your campaigns. <!-- document id=b0787500e6e026404b1501d71eac6e473fa4aa5dfa9c8bc56cd8a7fb4dadeb0f url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_policy_mgmt.md --> # Set Up Policy Management for IT Compliance Enable Policy Management to manage the policy lifecycle from drafting to publication. Quickly configure core features, including AI-assisted authoring and automated lifecycle governance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d9471e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9471e74 ">To enable Policy Management features </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9471e74 "> <p>View Setup</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9471e74 ">To assign required permission sets to users</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9471e74 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From the gear icon, select **Salesforce Go**, and then search for **Accelerate Trust with Unified Risk and Compliance** on the **Feature** page. 2. Find and select **Policy Management**. 3. Turn on Policy Management. 4. To make sure authorized users can create, edit, and manage policies, click **Manage** next to Manage User Access to assign the Compliance Admin permission set. 5. In the Unlock Advanced Functionality section, optionally enable features to enhance governance and visibility. 1. To see a graphical map of how policies relate to other compliance objects, such as regulations or risks, [set up Actionable Relationship Center (ARC) graphs](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_arc_create_custom_arc_graph.htm&type=5&language=en_US). 2. To enforce a standardized compliance lifecycle for a policy, such as status changes from Draft to Active, and ensure all required data is captured, turn on record status changes and validation requirements. See [Transition Criteria for Compliance Policy Record Status](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_policy_version_transition.htm&type=5&language=en_US) to learn more about the scenarios and rules governing the status transition of Compliance Policy Version and Compliance Policy Clause Version records. 3. To enable generative AI assistance for drafting policy clauses from regulations, enable **Author Policies with AI**. Author Policies with AI requires the AI IT Compliance add-on. <!-- document id=ed13319d2dc2d4109d1cc7903dc12cbe33db297f46a2160b7ea4a0c9b1e3a0fb url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_setup_policy_o365.md --> # Set Up Policy Management with Microsoft 365 for IT Compliance Integrate Salesforce with Microsoft 365 to draft and sync policies between the two systems while maintaining centralized governance. Use a guided setup to configure the connection and enable AI-assisted authoring in Microsoft Word. The Microsoft 365 integration allows users to author policies in a familiar environment while ensuring Salesforce remains the system of record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d45643e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45643e74 ">To enable Policy Management Microsoft 365 features </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45643e74 "> <p>View Setup</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45643e74 ">To assign required permission sets to users</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45643e74 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From the gear icon, select **Salesforce Go**, and then search for **Accelerate Trust with Unified Risk and Compliance** on the **Feature** page. 2. Find and select **Policy Management with Microsoft 365**. 3. Turn on Policy Management with Microsoft 365. This step turns on the Microsoft 365 Policy Connector and assigns the Compliance Admin permission set to the administrator. 4. To make sure authorized users can create and edit policies using Microsoft 365, click **Manage User Access** and assign the Compliance Admin permission set. 5. To configure authentication, services, document storage, and deploy the Salesforce Compliance Policy Version Connector, click **Go to Setup** and finish the steps in the guided steps. See [Configure Microsoft 365 Integration for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5 "Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors."). 6. Assign the Microsoft Guided Setup permission set to all users who will draft and edit policies using the Microsoft 365 add-in. See [Assign Permission Set to Users](https://help.salesforce.com/s/articleView?id=xcloud.assign_permission_set_to_user.htm&type=5&language=en_US) for detailed steps. 7. To enable AI-powered authoring for policy clauses in Microsoft 365, turn on AI Policy Authoring with Microsoft 365. AI Policy Authoring with Microsoft 365 requires the AI IT Compliance add-on. 1. Click **Manage** next to Manage User Access to assign the IT Compliance AI Admin permission set to users. 2. Click **Go to Setup** next to **Set Up Einstein to Draft Policy Clauses with AI**, and follow the steps to [enable Einstein generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). To learn more about Einstein generative AI such as large language model support, trust, and considerations for use, see [About Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US). <!-- document id=782c31ec7f9bb3ac02a19946b20d5ff6de14bd0051ffd765e2a5998a2eecce28 url=/admin/current/en-us/service/264-0-0/messaging_components_post_chat_survey.md --> # Set Up Post-Conversation Surveys for Enhanced Chat At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_post_chat_survey__d583e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_post_chat_survey__d583e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40775e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 "> <p>Customize Application AND View Setup and Configuration </p> <p>OR</p> <p style="margin-bottom:0;">System Administrator </p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 "> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 "> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To access customer feedback on messaging sessions page</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 "> <p>Salesforce Advanced Features Starter</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Surveys Advanced Features</p> </td> </tr> </tbody> </table> ## Step 1: Create Your Survey You can send post-chat surveys created in Salesforce Feedback Management or via a third-party solution. This article focuses on surveys created in Salesforce Feedback Management. 1. Ensure that you have the [correct licensing](https://help.salesforce.com/s/articleView?id=xcloud.concept_add_on_license.htm&type=5&language=en_US) for Salesforce Surveys, then [create a survey](https://help.salesforce.com/s/articleView?id=xcloud.concept_create_survey_and_add_questions.htm&type=5&language=en_US) in Salesforce. Optionally, [include merge fields](https://help.salesforce.com/s/articleView?id=xcloud.concept_merge_fields.htm&type=5&language=en_US) to personalize the text shown in the survey. 2. [Generate and copy](https://help.salesforce.com/s/articleView?id=xcloud.task_send_generate_link.htm&type=5&language=en_US) your survey link. The link automatically contains several parameters, such as an invitationId, surveyName, and UUID. ## Step 2: Create an Auto-Response Messaging Component Create an auto-response messaging component that’s linked to your survey. This component is used to send the survey at the end of a messaging session. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**. 3. Select **Auto-Response**, and then click **Next**. 4. Enter your introductory text without your survey link. ![Survey prompt screen showing Will you take our survey?](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_prompt.png) 5. Enter a name and description for your component, and click **Done**. The Messaging Component Builder opens. 6. On the Component Details page, further customize your auto-response. 1. Click **Add Format**, select **Web Page**, and then click **Done**. 2. Select **Web Page** in the left-hand menu and configure its properties in the Component Properties pane. ![Web Page properties pane](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_prop.png) 3. Under Message Configuration, select **Constant** for Type and **$Constants.Title** for Constant. Completing this step ensures that your survey introductory text appears above the link. 4. Under URL Configuration, select **Survey Link** for Type. 5. Under Display Configuration, select **Popup** to open the survey link in the chat window, or **Chat Message** to show the survey link as a clickable link preview. In Enhanced In-App Chat, all auto-responses appear as chat messages regardless of this setting. 6. Save your changes. 7. Update the plain text version of your component, which is used if the Web Page format isn’t available. 1. Click **Text** in the left-hand menu. 2. The Formula Template field contains your survey introductory text. After the text, add the survey URL that you copied from the Survey Builder. ![Messaging Component Builder, text format](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_text_template.png) 3. Save your changes. ## Step 3: Update Your Channel Settings Associate your messaging component with the Enhanced Chat channel where you want customers to receive the post-chat survey link. 1. From Setup, enter Messaging Settings in the Quick Find box, and then select **Messaging Settings**. 2. Find your Enhanced Chat channel in the list, and click **Configure Survey** in its dropdown action menu. ![Channels related list with Configure Survey action highlighted on an Enhanced Chat channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/config_survey.png) 3. Select the survey you created, and click **Save** to return to the list of channels. 4. Click the name of your Enhanced Chat channel. 5. Scroll to the Automated Responses section of the channel settings. 6. In the End Conversation field, select your auto-response component. 7. Save your changes. The survey link is sent to customers when an Enhanced Chat session ends. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you are using a third-party site to send a survey, the site domain must be added as a Trusted URL. Follow the steps in [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&language=en_US) to add the domain, then set CSP Context to All, and check the box next to **frame-src (iframe content)** under CSP Directives. ## Step 4: Test Your Post-Chat Survey Verify that your survey works as intended. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To prevent an end-user from sending multiple post-chat surveys for the same messaging session, we only send the survey to one tab, even if the end-user has the conversation open in multiple tabs. 1. Start and then end a sample Enhanced Chat session. 2. Verify that the survey was sent. When an auto-response component containing a Salesforce Feedback Management survey is sent, here’s how it looks in the Enhanced Conversation component. ![Chat bubble with text and icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_agent_ex.png) Here’s how one of the survey screens might look to an Enhanced Web Chat customer. ![Chat window showing CSAT questions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_customer_ex.png) When the auto-response is sent in an Enhanced Chat session and the user completes the survey, a survey invitation record is automatically created. - If the messaging user is associated with a contact, lead, or case that includes a contact, the identifying record is associated with the survey response. When you [view the survey responses](https://help.salesforce.com/s/articleView?id=xcloud.concept_survey_data.htm&type=5&language=en_US) in the Analyze tab of the Survey Builder, the Participant ID is the record ID of the contact, lead, or case. - If the messaging user is anonymous, meaning it isn’t associated with a contact, lead, or case that includes a contact, the survey response isn’t linked to the messaging user. As a workaround, include a required survey question where the person provides their name, and use the name and survey response date to match the response to a contact or messaging session. ## Step 5: Access Customer Feedback from the Messaging Sessions Page Track survey invitations and review the responses directly from the Messaging Session page. 1. In Setup, click **Object Manager**. 2. In the Quick Find box, enter Messaging Session, and select **Messaging Session**. 3. In the left pane, select **Page Layouts**. 4. Click **Messaging Session Layout** and then select **Related Lists**. 5. Drag **Survey Invitations and Responses** to the Related Lists section at the bottom of the page. 6. Save your changes. <!-- document id=bef3c6368952af7b9613945184a9c63ab3c32b2f0bf7f64fd9222018595af2ac url=/admin/current/en-us/service/264-0-0/fs_einstein_copilot_example_post_work_summary.md --> # Set Up Post-Work Summary for Field Service Mobile Workers Automate the completion of a work order by activating the Post-Work Summary for Field Service subagent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Field Service add-on. Also available in <strong>Einstein 1 Field Service</strong> Edition.</p> <p style="margin-bottom:0;">To purchase the Einstein for Field Service add-on, contact your Salesforce account executive. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Einstein generative AI is available in Lightning Experience.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Agentforce is available in Lightning Experience. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions. </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To access Field Service mobile work template, users need the Agentforce Employee Agent add-on license.</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139376e118">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139376e118 ">To activate subagents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139376e118 ">Manage Agentforce Default Agent</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, create an agent in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). Before you begin, make sure that this prework is completed. - [Lightning Data Service for the Field Service mobile app](https://help.salesforce.com/s/articleView?id=service.mfs_lightning_data_service.htm&release=264.0.0&type=5 "Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components (LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup.") is enabled. - [Einstein generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US) is set up. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Don’t skip the steps for setting up Data 360. - [Permissions for Einstein for Field Service features](https://help.salesforce.com/s/articleView?id=service.fs_einstein_gen_ai_setup.htm&release=264.0.0&type=5 "Get access to Einstein for Field Service Mobile features.") are set up. Now that you’ve completed the prework, you’re ready to set up the agent. 1. In Setup, find and select **Agentforce Agents**. 2. Click **New Agent**. 3. In the step for selecting an agent, select the **Field Service Mobile Work** template. 4. Instruct your mobile workers to ask the AI agent for a post-work summary. When a worker confirms that the summary looks good, the summary is saved in the Post-Work Summary field on the work order. You can use the Post-Work Summary for Field Service subagent out-of-the-box or modify it to suit your business needs. In Agent Builder, start a conversation to preview how your agent builds a plan and executes actions based on user interactions. If you want to make changes, follow the instructions in [Edit a Standard Subagent](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_edit.htm&type=5&language=en_US). Consider making these changes. - In Field Service, summaries are often comprised of more than just the work order details. For example, it’s possible that the summary also needs the work order line item, service appointment, and assets. By default, the Summarize Record action summarizes only one object. You can improve the summary by adding a prompt template. In the prompt template, add the objects that you use to build a comprehensive summary of your work orders. In addition, the prompt template can control the structure of the summary and improve the overall result. See [Editing Standard Agent Action Reference Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_edit_reference.htm&type=5&language=en_US). - To see another version of the summary, try removing the Refine Post-Work Summary for Field Service action. - The summary is saved in the Post-Work Summary field on the work order. If you prefer a different field, update the name of the field in the subagent’s instructions. <!-- document id=b764ca6ef2307d2ec1f58eb2ea3fcdc22878af84b0d400d05042f6a231697403 url=/admin/current/en-us/service/264-0-0/mfs_einstein_pre_work_brief.md --> # Set Up Pre-Work Brief for Field Service Workers Show mobile workers a brief that uses generative AI to tell them everything they need to know about their upcoming work order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Field Service add-on or the Agentforce for Field Service add-on. Also available in <strong>Einstein 1 Field Service</strong> Edition.</p> <p style="margin-bottom:0;">To purchase the Einstein for Field Service add-on or the Agentforce for Field Service add-on, contact your Salesforce account executive. </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available on the Field Service mobile app for Android and iOS for users with the Field Service Mobile license. Also available for Experience Site users using the Field Service mobile app.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Setup for Einstein generative AI is available in Lightning Experience.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features and managed package are available in <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions. </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d71210e107">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71210e107 ">To build and manage Pre-Work Brief:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71210e107 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d71210e107 ">To create and assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d71210e107 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> - **[Set Up Interactive Pre-Work Brief for Field Service Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_interactive_pre_work_brief.htm&release=264.0.0&type=5)** Mobile workers can not only see an AI-generated pre-work brief summary, they can now go further and ask follow-up questions about their upcoming work order directly from the pre-work brief widget. Agentforce uses the context from your work order and pre-work brief to answer questions instantly, so you arrive on-site fully prepared. - **[Pre-Work Brief and Your Data](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief_data.htm&release=264.0.0&type=5)** The default prompt for Pre-Work Brief uses your data to add context and personalization to your prompt. You can modify this data by editing the flow or the prompt. ## Set Up Permissions 1. [Enable Lightning Data Service for the Field Service mobile app](https://help.salesforce.com/s/articleView?id=service.mfs_lightning_data_service.htm&release=264.0.0&type=5 "Lightning Data Service is an updated technology within the Field Service mobile app. Together with Lightning Web Components (LWCs), you get a powerful way to customize the app and use its latest features, all through using a simple setup."). 2. [Set up permissions for Einstein for Field Service features](https://help.salesforce.com/s/articleView?id=service.fs_einstein_gen_ai_setup.htm&release=264.0.0&type=5 "Get access to Einstein for Field Service Mobile features."). 3. To access the AI Summary Lightning component on the desktop, assign the **Einstein for Service Innovations** permission set to each user who accesses the AI Summary component. See [AI Summary Add-Ons and Permissions](https://help.salesforce.com/s/articleView?id=ind.einstein_summary_permissions.htm&language=en_US). ## Configure Pre-Work Brief for Field Service Mobile 1. Activate the prompt. 1. From Setup, in the Quick Find box, enter Einstein Generative AI, and then select **Prompt Builder**. 2. Click **New Prompt Template**. 3. For Prompt Template Type, select **Field Service Pre-Work Brief**. 4. Enter a name. The API name is populated for you. 5. Save your template. 6. For Resource, select **Flows**, and then select **Field Service Mobile: Generate Pre-Work Brief** or **Field Service Mobile: Modifiable Pre-Work Brief**. 7. To see a preview of the brief that mobile workers see, for Work Order, enter a work order ID, and click **Preview**. In the Resolution pane, you can see the prompt that generates the brief. In the Response pane, you can see the brief that the mobile worker sees. If you want to make any changes, see [Modify the Brief](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief.htm&release=264.0.0&type=5). 8. Save and activate the prompt template. 2. If the Pre-Work Brief flow doesn’t run, check the fields used in the flow. 1. Review the list of objects and fields used in the flow. See [Pre-Work Brief and Your Data](https://help.salesforce.com/s/articleView?id=service.mfs_einstein_pre_work_brief_data.htm&release=264.0.0&type=5 "The default prompt for Pre-Work Brief uses your data to add context and personalization to your prompt. You can modify this data by editing the flow or the prompt."). 2. From Setup, go to the Object Manager tab. 3. Select one of the objects that the brief uses. 4. Click **Fields & Relationships**. 5. Check that all of the fields that the brief uses exist in your Salesforce org. If any of the fields don’t exist, delete them from the flow. 6. Select one of the fields that the brief uses. 7. Click **Set Field-Level Security**. 8. Mark the required profiles as **Visible**. 9. Save your changes and repeat the process for the remaining fields in the required objects. 10. Give ‌mobile workers permission to access these fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure you provide read access to all the objects used in the flow for the mobile worker. 3. Add the Pre-Work Brief Prompt Template ID field to the page layout. 1. From Object Manager, open the Work Order object. 2. Click **Page Layouts** and open the layout that’s assigned to the mobile workers. 3. Add the Pre-Work Brief Prompt Template ID field to the layout. 4. Save your changes. 5. Open the layout that’s assigned to the admin user and add the Pre-Work Brief Prompt Template ID field to the layout. 6. Save your changes. 7. From the Work Order object, click **Fields & Relationships**. 8. Click **Pre-Work Brief Prompt Template ID**. 9. Click **Set Field-Level Security**. 10. For the profile of the user who is assigning prompt templates, select **Visible**. 4. In the work order, enter the ID of the prompt template in the Pre-Work Brief Prompt Template ID field. To find the ID, from Prompt Builder, open the prompt template and look at the URL. The ID is located after the phrase EinsteinPromptStudio. For example, if the URL is https://testcom98.test1.my.pc-rnd.salesforce-setup.com/lightning/setup/EinsteinPromptStudio/0hfSG000001SUFVYA4/edit?c\_\_versionId=3vNSG0000000g8v2AA, the ID is 0hfSG000001SUFVYA4. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Instead of manually filling in the Pre-Work Brief Prompt Template ID field for every work order, set up flows to fill in the field for you. See [Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow.htm&type=5&language=en_US). 5. Ask your mobile workers to pay attention to the brief in the Overview tab of each work order in the Field Service mobile app. The brief is generated the first time that the mobile worker views the work order when they’re connected to the internet. Mobile Workers can pull to refresh on the Work Order Overview tab to update the pre-work brief. The brief regenerates only if the grounded data used for the prompt has changed since the last generation. The brief is regenerated if the mobile worker opens the work order after 24 hours has passed from when the brief was previously generated. Mobile workers can also provide feedback about the brief. ## Configure Pre-Work Brief for Desktop 1. Create a new prompt template for desktop access. 1. From Setup, in the Quick Find box, enter Einstein Generative AI, and then select **Prompt Builder**. 2. Click **New Prompt Template**. 3. For Prompt Template Type, select **Record Summary**. 4. For Prompt Template Name, enter a relevant name, for example, Pre-Work Brief for Desktop. 5. For Template Description, enter **View the pre-work brief on the desktop.** 6. For Object Type, select **Work Order** and click **Next**. 7. For Resource, select **Flows**, and then select either **Field Service Mobile: Generate Pre-Work Brief** or the custom flow you created to generate the pre-work Brief. 8. Save and activate the prompt template. 2. Add the AI Summary component to the Work Order page layout. 1. Open the Lightning Page layout for the Work Order. 2. Add the **AI Summary** component to the page layout. 3. In the component properties, Prompt Template Type is set as **Record Summary** by default. For Prompt Templates, click **Select** and add the prompt template you created. 4. Save and activate the page layout. ## Modify the Brief 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Select the Field Service Mobile: Generate Pre-Work Brief flow template. 3. Click **Save As** to create your own version of the flow. 4. Add, modify, or remove elements from the flow. For example, you can make these changes. - Modify the Serialize Pre-Work Brief Records action to include additional objects that are required for your business needs. - Add fields to the Get Contacts element. - Add an element for a custom field that’s used in your Salesforce org. 5. To modify the prompt, from the flow, open the Add Pre-Work Brief Prompt Instructions element. Remove instructions that aren’t relevant to you, or add instructions according to your business needs. For example, consider adding one of these instructions. - Make sure that the brief is no longer than 200 words. - Present the brief in bullet points. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - Add examples for what you expect the brief to look like. - Avoid telling the prompt to always include a specific field. If the value is missing, generative AI can hallucinate and give you inaccurate results. 6. Connect the prompt template to your version of the flow. 1. From Setup, in the Quick Find box, enter Einstein Generative AI, and then select **Prompt Builder**. 2. Click **New Prompt Template**. 3. For Prompt Template Type, select **Field Service Pre-Work Brief**. 4. Enter a name. The API name is populated for you. 5. Save your template. 6. For Resource, select **Flows**, and then select the flow that you created. 7. To show a preview of the brief that mobile workers see, for Work Order, enter a work order ID. 8. Save and activate the prompt template. 7. In the work order, for Prompt Template, enter the prompt template ID. To find the ID, from Prompt Builder, open the prompt template and look at the URL. The ID is located after the phrase EinsteinPromptStudio. For example, if the URL is https://testcom98.test1.my.pc-rnd.salesforce-setup.com/lightning/setup/EinsteinPromptStudio/0hfSG000001SUFVYA4/edit?c\_\_versionId=3vNSG0000000g8v2AA, the ID is 0hfSG000001SUFVYA4 8. If you have various scenarios to address, set up more than one variation of the flow. For example, to create a different type of brief for emergency appointments: 1. Save another version of the flow and make your changes. 2. From Prompt Builder, create a prompt template for emergency appointments. For Resource, select the flow that you created for emergency appointments. 3. In the work order, for Prompt Template, enter the emergency appointments prompt template ID. ![Pre-Work Brief in the Field Service mobile app](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_262_einstein_pre_work_brief.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This tool uses generative AI, which is known to include inaccurate or harmful responses. Before using, review the output for accuracy and safety. You assume responsibility for the output when making business decisions. <!-- document id=714d5ab025140367bd5b322f9a77616f4e02205973a049aced03d5876730c5b4 url=/admin/current/en-us/service/264-0-0/it_srvcs_predefined_sla_policies_setup.md --> # Set Up Predefined SLA Policies and Milestones for IT Services Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d47233e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d47233e73 ">To set up SLA Management:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d47233e73 ">Customize Application</td> </tr> </tbody> </table> 1. From Salesforce Go page, on the Features tab, search for SLA Management for IT Service. 2. On SLA Management for IT Service, click **Set Up**. 3. Click **Get Started with SLA Management for IT Service**. 4. Turn on SLA Management for IT Service. This action automatically enables Simplified SLA Setup and Turn on SLA Versioning. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important You cannot turn off SLA Versioning after you turn it on. To enable SLA Management and SLA Versioning separately, go to Setup, find SLA, and select **Settings** under SLA Management. 5. To create predefined SLA policies, go to Create Predefined Policies and click **Create**. 6. Select the objects for which you want to create the predefined policies. Choose from Incident, Problem, and Change Request. 7. Save your changes. From Setup, go to the SLA Policies page and review the predefined policies you just created. Modify them if required or create additional policies for your requirements. <!-- document id=70014476a005515d9e08aef5937347b61f2ec2f126656819f544a8c9d3c912f6 url=/admin/current/en-us/service/264-0-0/it_srvcs_predictive_setup_parent.md --> # Set Up Predictive Actions for IT Services Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> - **[Set Up SLA Breach Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivmodel_slabreach.htm&release=264.0.0&type=5)** Set up the SLA Breach Prediction model to forecast breach probabilities using machine learning and real-time data. Use the resulting risk scores to prioritize urgent tasks and improve service reliability. - **[Set Up Major Incident Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivmodel_majrincdnt.htm&release=264.0.0&type=5)** Set up the Major Incident Prediction model to forecast escalation risks by analyzing real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact. - **[Set Up Change Risk Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predctivmodel_chngrskscre.htm&release=264.0.0&type=5)** Set up the Change Risk Score Prediction model to forecast the probability of change request failures. Use the resulting scores to replace subjective assessments with data-informed processes that improve IT stability. - **[Set Up Configuration Item Criticality Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivemodel_cicriticality_copy.htm&release=264.0.0&type=5)** Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets. <!-- document id=27fc914391d1fe0c071923d7559f66258068f90d96c8a0743634ddc1f7630898 url=/admin/current/en-us/service/264-0-0/sla_predictive_risk_scoring_for_cases.md --> # Set Up Predictive Risk Scoring for Cases Minimize SLA breaches by using machine learning to predict which cases are likely to breach their SLAs. View real-time risk scores and key contributing factors directly on the case record to take action before a violation occurs. The SLA Breach Prediction feature uses machine learning to analyze case data, such as priority, status, and history to forecast the likelihood of a case missing its SLA deadline. It provides a real-time risk score and identifies the top three factors influencing that score, allowing teams to proactively manage cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75145e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75145e59 ">To enable AI Accelerator, use case setting, and entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75145e59 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To use this template, you need a minimum of 400 case milestone records in your org and these data model objects in Data Cloud: Case, CaseMilestone, Task, LinkedKnowledgeArticle, CaseMilestoneType. Also, make sure the data model objects are mapped to data lake objects. 1. From Setup, in the Quick Find box, enter Templates, and then select **Templates** under Apps. 2. For the Case SLA Breach Prediction template, select **Create App** from the dropdown. 3. Select the data space where you want your app to be available, and then click **Next**. 4. Specify the number of days of data to use for training the model, and then click **Next**. 5. On the Select Features page, review and choose the features to include in the model training. 6. Click **Next**. 7. On the Enter App Details page, enter the app name, description, and log level, and then click **Create**. 8. On the Apps Hub page, go to the Monitor tab and click **Case SLA Breach Prediction** to track the progress of your app installation. After the installation is complete, the app creates training and scoring data model objects. 9. After all the tasks are complete, in the quick find box, enter AI Accelerator, and then select **AI Accelerator**. 10. On the AI accelerator page, click **New Use Case**. 11. Enter a use case name, then click **Save**. 12. Select **Edit** for your use case to configure it. 13. Under Use Case Model, click **Add Model**. 14. In the New Use Case Model window: 1. Select the prediction platform. 2. Enter the use case model name. 3. Under Predictions, select **Already generated**. 4. Set the Data Space as default. 5. Set the Score Field to the scoring data model object. Set the field name as Predicted Target. 6. Set the Reference Record Field to Case. Set the reference target as Case Id. 7. Set the Source Join Field as Case Id. 8. Set the Reference Record Join Field as Case Id. 9. Configure the Prediction Label Template based on what text you want to show on the interface. For example, set it to “The predicted score is %%SCORE%% . 10. Save the AI Accelerator use case. 15. From the App Launcher, select **Cases**. 16. Open the case for which you want to see the risk score. 17. From Settings, click **Edit Page**. 18. In Lightning App Builder, from the components list, drag the AI Accelerator Card to your page. 19. Add the title and use case definition for the component. 20. Save and activate the component. <!-- document id=4337d3c771555d4670d952584cfe25f70ef85406e839da23eaf05426b4e2fb38 url=/admin/current/en-us/service/264-0-0/knowledge_primary_translation_comparison_view.md --> # Set Up Primary Article and Translation Side-By-Side View Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article. ### Required Editions ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19066e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19066e62 ">To set up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19066e62 ">Manage Salesforce Knowledge AND Manage Articles</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19066e62 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19066e62 ">Allow View Knowledge </td> </tr> </tbody> </table> To set up Primary Version and Translated Article viewing: 1. From Setup, select the **Object Manager** tab. 2. From the Object Manager, select the **Knowledge** object. Then select the **Lightning Record Page**. 3. Click **Edit**, which takes you to the **Lightning App Builder**. 4. Create a Translations tab in the right column and name it, Translations. 5. Drag the **Translation Primary Article** component onto the new Translations page. 6. Set component visibility filters, as needed. For example, if you set the filter to Is Primary Language Equal False, then the primary article component doesn’t show up. When you are on the primary language record (and you are not viewing the same version of the article in both columns). ![Set the component visibility filter](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/214_knowledge_trans_compare_1.png) 7. Save and activate the page. <!-- document id=cfec9da9f89b25ebf0bdd785b9a539f9f624df202ed70d4c5d53730f9e150eb7 url=/admin/current/en-us/service/264-0-0/it_srvcs_proactastnc_setup.md --> # Set Up Proactive Assistance for IT Service Records Assign permission sets and configure settings for IT teams to use proactive actions for incidents, problems, and risks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | User Role | Required Permission Sets | | --- | --- | | To set up proactive assistance: | View Setup and Configuration | 1. [Enable Einstein](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). 2. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 3. Set up Data 360 for proactive assistance. 1. Deploy the data kit. 2. Review the search index for incidents. 3. Review the search index for problems. 4. Create a knowledge index. 4. Enable Proactive Assistance for incidents. 1. From Setup, in Quick Find box, find and select **Proactive Assistance**. 2. Turn on Proactive Assistance for Incidents. 3. Turn on the proactive actions based on your business needs. To learn each action's function, see [Proactive Assistance for Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proact_actns_incdnts.htm&type=5&language=en_US). 4. To configure the service assistant, follow these [Set Up Service Assistant for Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_servsasstnt_setup.htm&type=5&language=en_US). 5. Enable Proactive Assistance for problems. 1. From Setup, in the Quick Find box, find and select **Proactive Assistance**. 2. Turn on **Proactive Assistance for Problems**. 3. Turn on the proactive actions based on your business needs. To learn each action's function, see [Proactive Actions for IT Problems](https://help.salesforce.com/s/articleView?id=service.it_srvcs_proactactns_problems.htm&type=5&language=en_US). 6. To enable and filter proactive actions for specific IT service records, follow these steps: 1. From Setup, in the Quick Find box, find and select **Proactive Assistance**. 2. Turn on **Proactive Assistance for Incidents** or **Proactive Assistance for Problems**. 3. Under Incident Proactive Actions Priority Filter or Problem Proactive Actions Priority Filter, select the priorities for which you want to enable proactive actions. This list is dynamic and reflects the priorities defined in your organization: - All: Enables actions for every record regardless of priority. - Critical Priority - High Priority - Moderate Priority - Low Priority Changes are saved automatically when you select or clear a checkbox. <!-- document id=d0696ca6d02beeccfc91d5feb929847b1fd281c7ae00428c83829e61651e57f6 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_setup.md --> # Set Up Proactive Customer Operations Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d102203e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d102203e74 ">To set up Proactive Customer Operations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102203e74 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> </tbody> </table> Before you turn on Proactive Customer Operations, complete the [Prerequisites for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_prerequisites.htm&release=264.0.0&type=5 "Before you turn on Proactive Customer Operations in Salesforce Go, set up Incident Management for IT Services. Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them."). Set up your Configuration Management Database (CMDB), Data Cloud, Agentforce, and Broadcast Communications only for the capabilities that use them. 1. From the Salesforce Go page, on the Features tab, search for Proactive Customer Operations. 2. On Proactive Customer Operations, click **Set Up**. 3. Turn on **Proactive Customer Operations**. 4. In the **Set Up the Basics** section, under **Set Up Notification for Incident Updates**, set up how impacted customers are notified. 1. For **Configure Preferred Notification Channels**, click **Go to Feature Page**. Choose the notification channels used to alert impacted customers when an incident status changes. 2. Turn on **Automatic Incident Notifications**. When automatic incident notifications are enabled, Salesforce sends incident-update notifications to all contacts associated with each impacted account. 5. To map incident fields to case fields, click **Go to Setup** next to **Map Incident Fields to Case**. Field mapping prefills the incident creation form with values from the case. For the steps, see [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records."). <!-- document id=9d59dcb6b329cb25f510c4c5d78338343eddbe8bfd346d058811cb562f8d6d94 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_setup_parent.md --> # Set Up Proactive Customer Operations Features Set up Proactive Customer Operations so customer service and IT teams can work service disruptions together. Turn on the feature and set up AI-based incident recommendations with the Service Assistant, then add the components that reps and fulfillers use on the case and incident pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup.htm&release=264.0.0&type=5)** Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields. - **[Set Up the Service Assistant for Incident Recommendations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_sa.htm&release=264.0.0&type=5)** Set up the Service Assistant to provide AI-based incident recommendations for cases. The Service Assistant uses Data Cloud to compare new cases with open incidents. - **[Customize Case Page for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_case_page.htm&release=264.0.0&type=5)** Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident. - **[Customize Incident and Change Request Pages for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_add_impacted_lists.htm&release=264.0.0&type=5)** Add the Impacted Accounts, Impacted Contacts, and Impacted Assets related lists, and the Impacted Account Count and Linked Case Count fields, to the incident and change request record pages so that IT teams can see the customers a disruption or planned change affects. Complete this one-time setup for both record pages. <!-- document id=0f24fb6086ddde1407afb54f18a69427290410e5fa63160da0ee1ba6edcf2137 url=/admin/current/en-us/service/264-0-0/it_srvcs_prb_mgmt_setup.md --> # Set Up Problem Management for IT Services Get started with Problem Management to help you analyze incident patterns, diagnose root causes, and implement solutions to prevent disruptions and minimize downtime. Set up the necessary features, assign permissions, and tailor fields and picklist values to support consistent and efficient problem tracking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Enable Features for Problem Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_enable_features.htm&release=264.0.0&type=5)** Turn on settings in your org that enable Problem Management and its associated features for Agentforce IT Service. - **[Problem Management Permission Sets for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_prb_mgmt_prmsn_licenses.htm&release=264.0.0&type=5)** Users need permission set licenses to interact with settings, workflows, and features for Problem Management. See which permission set licenses apply to different groups of users. Understand what each permission set license offers. Depending on the user role, determine which other permission set licenses to assign to users. <!-- document id=1aed28a6a6e33710846f268db8e1977019cf464c61fc7a9dff8323dd7b6dc40c url=/admin/current/en-us/service/264-0-0/voice_queue_routing_setup.md --> # Set Up Queue-Based Routing for Calls Set up queue-based routing to route calls to a queue. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> You must create your queue and associated routing configuration prior to setting up call routing to a queue. 1. From Setup in the Quick Find box, enter Voice, and then select **Amazon Contact Centers** or **Partner Telephony Contact Centers**, depending on your telephony system. 2. Under Contact Center Channels, click **Add** to add a phone channel. Or find and edit the existing phone channel in the list. 3. In the channel’s action menu, select **Edit** to view your channel’s routing settings and update them if needed. ![Add a contact center channel and specify routing modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/scv_voice_phone_channel_modal.png) 4. To route this phone channel’s calls to a specific queue, select **Queue** in the Call Routing Type field, and then enter the name of the Salesforce queue you want to route calls to. 5. Save your changes. #### See Also - [Create a Default Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_default_phone_channel.htm&release=264.0.0&type=5 "To consistently manage incoming calls, create a default phone channel and associate it with a flow to process all incoming calls before routing them to call center queues. You can also use a default phone channel to link outbound calls to an End User record.") <!-- document id=4f455a156b495846f530668eef60d3f031b76a9ca975e154852d815bcf4001bd url=/admin/current/en-us/service/264-0-0/queues_overview.md --> # Set Up Queues Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact requests, leads, orders, custom objects, service contracts, and knowledge article versions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can manually add a record to a queue by changing the record’s owner to the queue. Or, an assignment rule can add cases or leads to a queue based on specific record criteria. Records remain in a queue until they’re assigned an owner. Any queue members or users higher in a role hierarchy can take ownership of records in a queue. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example - Create a task queue with members who are sales reps following up on pending opportunities. - Create a lead queue with members who are sales reps assigned to a specific sales territory. - Create a case queue with members who are support reps assigned to different service levels. - Create a contact request queue with members who are support reps to resolve customer issues. - Create a knowledge article version queue with members who are users that can translate new versions of articles into a specific language. - **[Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&release=264.0.0&type=5)** Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications. - **[Manage Queue Membership in the User Access Summary](https://help.salesforce.com/s/articleView?id=service.queues_membership_summary.htm&release=264.0.0&type=5)** View and manage a user’s queue membership from the user access summary. - **[Create Routing Configurations for Your Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&release=264.0.0&type=5)** Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues. - **[Associate Routing Configurations and Service Reps with Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_associate_routing_configuration_with_queue.htm&release=264.0.0&type=5)** Queues are a classic element of Salesforce that help your teams manage leads, cases, contact requests, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your service reps in real time. Service reps don’t have to select work items manually from queues because Omni-Channel routes work items to service reps automatically and in real time! - **[Monitor Queue Members with Reports](https://help.salesforce.com/s/articleView?id=service.queues_membership_reporting.htm&release=264.0.0&type=5)** See all users, roles, public groups, and territories added to your queues. Create a custom report type before building reports on queue members. <!-- document id=adeb40401cad43ff158f21c3e7e31f7f0b06e9a142a6ed0735e6ac85ab5954f8 url=/admin/current/en-us/service/264-0-0/voice_queue_setup.md --> # Set Up Queues for Calls Create queues to route calls and voicemails to. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Before you create a queue: - Create the routing configuration. See [Create Routing Configurations for Your Queues](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&language=en_US). - Routing configurations used in queues for voice calls must have **Percentage of Capacity for In-Progress Work Items** set to 100% or **Units of Capacity for In-Progress Work Items** set to a rep’s full capacity. Voice calls take up all of a rep’s capacity. - To route calls using an Omni-Channel flow without Unified Routing, the routing model for the routing configuration should be set to External Routing. 1. Create the queue. See [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&language=en_US). 2. In the Queue page, assign the appropriate objects to the queue and assign a routing configuration. Assign the VoiceCall object for voice queues, the MessagingSession object for messaging queues, or both objects for mixed queues. ![Billing Voice queue](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_flow_queue.png) If your telephony system supports groups, don’t add members to the queue. Instead add the members to groups. To learn about queues and groups, see [Manage Contact Center Queues in Salesforce and Your Telephony Provider Using Groups](https://help.salesforce.com/s/articleView?id=service.service_omni_queues_manage.htm&release=264.0.0&type=5 "If your telephony provider supports assigning groups of reps to queues, use Queue Management. With Queue Management, you manage Salesforce reps by assigning them to contact center groups. For example, you can create different groups of reps based on skills, such as product support and sales."). When you set up a phone channel, you can select which queue to route its calls to. #### See Also - [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&language=en_US) - [Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_create_phone_channel.htm&release=264.0.0&type=5 "To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed.") <!-- document id=2396fb40dbca8946ec039cdf08bf5aec6745582854184b493844256ad2aab01a url=/admin/current/en-us/service/264-0-0/sp_qa_setup.md --> # Set Up Quick Actions (Optional) Integrate your quick actions with Service Assistant using the Quick Actions manager in the Agentforce Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_qa_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_qa_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the setup steps for integrating quick actions with Service Assistant. Setting up quick actions is optional. Reference information on how quick actions work in Service Assistant and how to write instructions for quick actions is provided in [Grounding Service Assistant with Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_setup.htm&language=en_US&type=5) and its subsequent sections. Before you begin, complete these prerequisites. - You can only complete this task in the [Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Service Assistant isn’t supported in the [New Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_tour.htm&language=en_US&type=5). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You can continue to use Service Assistant in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - You must add all your quick actions to your Case page layout. Adding quick actions to the layout is required for them to show in the Quick Actions manager within the Agentforce Builder and in a service plan. See [Add Quick Actions to the Case Page Layout](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&type=5&language=en_US). - Create versions of any standard Agentforce topics you want to use with your quick actions. You can't assign quick actions directly to standard Agentforce topics, only to versions of the topic. See [Edit a Standard Topic](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_edit.htm&type=5&language=en_US). - All quick actions used in Service Assistant must have only a single `CaseId` input. - All quick actions require instructions that detail what the action does and when it’s used. Like topic instructions, these instructions help Service Assistant determine when an action is relevant to include in a service plan step. The Quick Actions manager includes a required field for adding these instructions. For specific examples and more details, review [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&language=en_US&type=5) and [Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&type=5&language=en_US) . - We provide you with instructions for the standard Draft Email and Close Case quick actions. You can modify our provided text to suit your needs. Although these quick actions automatically appear in the Quick Actions Manager, you must manually add their instructions in the Quick Actions Manager. In addition, you must make sure they’re added to your case page layout. - Review the table to understand what quick action types are supported and the required permissions. The standard Service Assistant permissions provide access and use of most quick actions in a drafted service plan. However, additional permissions are required for Flow and Visualforce quick actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64939e165">Quick Action Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64939e168">Supported Quick Actions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64939e171">Required Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e165 ">Standard Case object </td> <td data-label="Supported Quick Actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e168 "> <ul> <li>Case Comment</li> <li>Close Case</li> <li>Change Owner</li> <li>Change Status</li> <li>Log a Call</li> <li>Send Email</li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e171 ">Service Planner User permission set</td> </tr> <tr class=""> <td data-label="Quick Action Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e165 ">Custom Case object</td> <td data-label="Supported Quick Actions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e168 "> <ul> <li>Create a Record </li> <li>Lightning Web Component (screen actions only) </li> <li>Log a Call </li> <li>Flow </li> <li>Send Email </li> <li>Update a Record </li> <li>Visualforce </li> </ul> </td> <td data-label="Required Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e171 "> <ul> <li>Flow quick actions require the Run Flows app permissions. Assign the permission to the Service Assistant admin, service reps, and ServicePlanner User.</li> <li>Visualforce quick actions require access and view permissions for the Visualforce page. Assign the permission to the Service Assistant admin, service reps, and ServicePlanner User. See <a href="https://help.salesforce.com/s/articleView?id=platform.users_profiles_visualforce_access.htm&type=5&language=en_US" target="_blank">Set Visualforce Page Security from Profiles</a>.</li> </ul> </td> </tr> </tbody> </table> ## Setup Quick Actions for Service Assistant Use the Quick Actions manager in the Agentforce Builder to add your quick actions to Service Assistant. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64939e292">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e292 ">To set up quick actions in the Quick Actions manager: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64939e292 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p> Agentforce Default Admin permission set </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Service Planner Builder permission set </p> </td> </tr> </tbody> </table> You use the Quick Actions manager in the Agentforce Builder to integrate your quick actions with Service Assistant. ![Quick action selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_manager.png) The Quick Actions manager is where you select what quick actions you want to use in Service Assistant and then assign them to topics and provide instructions for each quick action. The instructions define the quick action, its goal, and any conditions or requirements for the action. All quick actions require instructions. See [Guidelines for Creating Quick Action Instructions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&release=264.0.0&type=5 "Review our recommendations for setting up your quick actions in Service Assistant.") and [Quick Actions with Topics](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&language=en_US&type=5). To get you started, we provide you instructions for the Draft Email and Close Case quick actions. You can modify them. 1. In the Set Up Quick Actions section of the Service Assistant Setup page, click **Go to Agent Studio**. 2. From the Agentforce Agents Setup page, under Agent Name, select **Service Assistant**. 3. From the Agent Details Page, click **Open in Builder**. 4. From the Agentforce Builder, in the left rail, select **Quick Action**. 5. From the top of the Quick Actions manager, confirm your agent is deactivated. If it’s not, click **Deactivate**. Quick actions can be assigned only when your agent is deactivated. 6. Turn the feature on. 7. From the list of quick actions, search for a quick action or locate the action in the quick actions list, and then click **Manage**. ![Quick action selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_select.png) 8. From the Quick Action Details page, in the Instructions field, add your instructions and then assign the quick action to topics. You can assign the quick action to multiple topics. Quick action instructions define the action and detail the action’s goals, conditions, and requirements. Here’s an example. Name: Verify Customer Identity Description: Launches a flow at the start of a customer interaction dealing with issues related to credit issues to confirm the customer's identity according to company policy. Once executed, the flow guides the service rep through the required verification steps and logs the outcome (Verified or Not Verified) on the case record. ![Quick action assignment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_assign.png) 9. Save your assignments. 10. Repeat steps 7 through 9 for each quick action you want to use in Service Assistant. 11. Optional: If you use the Draft Email or Close Case quick actions, provide these instructions. You can modify them. - **Close Case**: Closes the case when all required steps to resolve issues are completed and no further action is needed. Once executed, the support process is formally concluded and no additional steps can be performed. - **Send Email**: Drafts and sends an email to a specified recipient directly from a service plan step. The email can be used for customer communications, including, but not limited to, providing status updates, conveying resolution details, and requesting or supplying additional information during case management or follow-up. 12. After you complete your quick action assignments, click **Activate**. To make edits to your quick action instructions or make changes to what topics they’re assigned to, click **Edit** at the bottom of the page or click the pencil icon in the Instructions field. 13. Test your work by drafting a few service plans. Keep in mind that any changes made to a quick action name or instruction after service plans are generated aren’t considered new case information. The Redraft Plan button doesn’t appear in the component. You must make changes to the topics or the Subject and Description fields of the case and then redraft the plan. Also, when updating or creating new quick actions, they don’t automatically surface in drafted service plans. You must redraft the service plan. **Example Service Plan with Quick Actions** Here's an example service plan showing the quick action and topic instructions that form the plan steps. The examples follow the quick action instruction best practices described in [Guidelines for Creating Quick Actions](https://help.salesforce.com/s/articleView?id=service.sp_qa_gbp.htm&type=5&language=en_US). The samples also show both methods for combining quick actions with topics, as described in [Quick Actions with Topics](https://help.salesforce.com/s/articleView?id=service.sp_qa_topics.htm&type=5&language=en_US). For more examples, see [Quick Actions Sample Library](https://help.salesforce.com/s/articleView?id=service.sp_qa_sample_library.htm&release=264.0.0&type=5 "Review sample service plans with quick actions to see how they're added to a plan when following our provided guidelines."). Keep in mind that there's no single method that guarantees your quick actions show in a service plan. We recommend trying out all our provided methods and guidelines. Also, quick actions might not show in plan steps right away. Try drafting a few plans first and then update your instructions if they don't show. ![Credit card issues case with quick actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_library_plan.png) Example 1: Verify Customer Identity. This example uses the independent instructions approach. ![Example quick action shown in a service plan with related topic instruction](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex.png) Example 2: Notify Customer of Refund. This example uses the dependent instructions approach. ![Notify customer of refund example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_qa_setup_plan_ex\(5\).png) <!-- document id=8efaefa3b2f4a87ef7875bc1de2b212505c92294ec41a09a9c8e07b7a5b6e47e url=/admin/current/en-us/service/264-0-0/messaging_translate_2.md --> # Set Up Real-Time Translations Allow service reps and customers to communicate in different languages. When an end user messages your business, Real-Time Translations converts the message into the service rep’s preferred language. The rep can type their response in their own preferred language, and have it translated to the end user’s language before sending. Supervisors can also use Real-Time Translations when monitoring active conversations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_translate_2__image_lkc_rgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_translate_2__image_lkc_rgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard Facebook Messenger and Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d102021e96">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d102021e96 ">To view and send translated messages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d102021e96 "> <p>Real-Time Translations permission set license</p> <p>AND</p> <p style="margin-bottom:0;">Translate Enhanced Conversations</p> </td> </tr> </tbody> </table> ## Prepare your Org for Real-Time Translations Add the Agentforce for Service SKU. ## Prepare your Users for Real-Time Translations Add and configure permissions for a successful translation experience. 1. In Setup, enter **Users** in the Quick Find box and select Users. 2. Click on a user record. 3. Under Permission Set License Assignments, find and select **Real-Time Translations**. 4. Add the Translate Enhanced Conversations app permission to a new or existing permission set. 5. Assign the permission set to your user. 6. Repeat these steps for each user who’ll use translations. ## Set Up Real-Time Translations Turn on, customize, and test Real-Time Translations 1. In Setup, enter Real-Time Translations in the Quick Find box and select **Real-Time Translations**. 2. Turn on Real-Time Translations for Enhanced Chat and Enhanced Messaging. 3. Optionally, in the Custom Terminology section, upload a .csv, .tsx, or .tmx file with language-specific translations of any custom terms for up to 10 languages. For example, if your company name should always be Ursa Major Solar regardless of the conversation language, include it in the file. See Format Your Custom Terminology File below for more details. 4. To test the feature, select a language to translate from and another to translate to. Then enter a message into the Text field. 5. To be transparent, let customers know that reps might use a machine translation tool when chatting with them. You can do this by customizing the Start Conversation auto-response (all channels) or your chat window header or Terms and Conditions (Enhanced Chat only). ## Format Your Custom Terminology File Configure how your brand's terminology appears in your supported languages. Then upload it as a .csv, or .tsx file. Custom terminology is multi-directional, meaning that both service reps and end users see the terms that you provide. Review best practices and limitations for uploading a custom terminology file. #### See Also - [_Salesforce Help:_ Translate a Messaging Conversation](https://help.salesforce.com/s/articleView?id=service.service_rep_translate.htm&release=264.0.0&type=5 "Real-Time Translations lets service reps and customers communicate in their preferred language.") <!-- document id=3b0b1e504ff62e0d668c28630d7071878b5cd3e49929cbc9a716cc78f3e541f3 url=/admin/current/en-us/service/264-0-0/cases_set_up_real_time_translations_for_case_comments.md --> # Set Up Real-Time Translations for Case Comments Give service reps the ability to translate case comments. A rep can translate an end user’s case comment into the rep’s language in the case feed, as well as translate their response into the end user’s language in the case comment composer before replying to the comment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51647e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51647e55 ">To set up cases for Lightning Experience:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51647e55 "> <p>Manage Cases</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ## Prepare your Users for Case Comment Translations Give your service reps permission to translate case comments. - Enable the Service Cloud Translations add-on license. - Enable the org preference for Real-Time translation in Support Settings. - Give your service reps the Real-Time Translations for Case Comments permission set. ## Translate Case Comments in the Case Feed To read a case comment in your preferred language, translate it in the case feed. - On the Cases tab, click a case number to open it in the case feed. - In **All Updates**, navigate to the case comment you want to translate. Click the dropdown to the right of the comment, and select **Translate**. - Review the translated version of the comment. ![Translate case comment in case feed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_translate_comments_in_case_feed.png) ## Translate Comments in the Comments Composer Write a reply to a comment in your preferred language, translate your response in the comment composer into the user’s preferred language and then send it. - Write the comment in the composer in your preferred language. - Click the **Translate** button in the toolbar. ![Translate button in the comments composer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_translate_comments_in_case_comment_composer.png) - In the Translated Text window, select the language you want to translate the comment into from the dropdown. Click **Insert**. - Make final edits to your response, save the response and send it. ![The translated text in the comment composer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/cases_translate_comment_case_comment_composer_with%20translation.png) <!-- document id=56e807370c29081bf23ba633584541d2ab44c24fa9088d9f3934f468b717b4d6 url=/admin/current/en-us/service/264-0-0/email_translation_setup.md --> # Set Up Real-Time Translations for Service Email Let service reps translate email conversations. A rep can translate an end user’s messages into the rep’s language in the case feed, as well as translate their response into the end user’s language in the email composer before sending. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> ## Prepare for Real-Time Translations Review the following checklist to ensure that you already have these elements in place. 1. [Enable Email-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_email-to-case.htm&language=en_US). 2. If your org was created in Winter ‘24 or later, you already have the new Lightning Email Composer. If your org was created before then, [enable it](https://help.salesforce.com/s/articleView?id=release-notes.rn_lightning_emailcomposer_ru.htm&release=248&language=en_US). 3. [Enable html email](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_to_case_settings.htm&language=en_US). 4. [Enable the on-demand service](https://help.salesforce.com/s/articleView?id=service.customizesupport_enabling_email_to_case.htm&language=en_US). 5. Add a routing address. 6. Enable Einstein setup. ## Prepare your Users for Real-Time Translations Give your service reps permission to translate emails. 1. Give your service reps the Real-Time Translations for Service Email permission set license. 2. Give your service reps the Real-Time Translations for Service Email permission set. 3. Give your service reps the Translate Service Emails app permission. ## Set Up Real-Time Translations Turn on Real-Time Translations for Service Email and optionally upload a custom terminology file. 1. In Setup, in the Quick Find box, enter Real-Time Translations, and select **Real-Time Translations**. 2. Turn on **Translate Service Email**. 3. Optionally, in the Custom Terminology section, upload a .csv, .tsx, or .tmx file with language-specific translations of any custom terms for up to 10 languages. For example, if your company name should always be Ursa Major Solar regardless of the conversation language, include it in the file. See Format Your Custom Terminology File below for more details. <!-- document id=b3f61fb2f97a4d452d34afc3a8bbe8008ca37a21859935502d781976ac1c1134 url=/admin/current/en-us/service/264-0-0/it_srvcs_grc_setup_regmgmt.md --> # Set Up Regulation Management for IT Compliance Turn on Regulation Management to capture regulatory authorities, regulations, and clauses, and visualize their relationships with policies and controls. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d40526e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40526e74 ">To enable Regulation Management features:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40526e74 "> <p>View Setup</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40526e74 ">To assign required permission sets to users:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40526e74 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From the gear icon, select **Salesforce Go**, and then search for **Accelerate Trust with Unified Risk and Compliance** on the **Feature** page. 2. Find and select **Regulation Management**. 3. Turn on Regulation Management. 4. To see a graphical map of how regulations relate to other compliance records, such as policies and controls, in the Complete the Required Steps section, click **Go to Setup** next to Use Actionable Relationship Center Graphs to Visualize Regulations. Follow the steps in [Set Up Actionable Relationship Center (ARC) Graphs](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_arc_create_custom_arc_graph.htm&type=5&language=en_US). <!-- document id=b9c1894611ff48eb53d8fddcc58f95a80f9a928e54f994ec68dd70ea7d880fb8 url=/admin/current/en-us/service/264-0-0/wfs_df_data_capture_regulatory_compliance_setup.md --> # Set Up Regulatory Compliance and Automated Violations Create the regulatory codes your inspections check against, define the compliance statuses that represent a failure, and associate codes with questions. Inspections then generate Regulatory Code Violation records automatically. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in orgs where Field Service and Discovery Framework are enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5254e86">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5254e86 ">To create regulatory codes and define compliance statuses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5254e86 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5254e86 ">To create and edit flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5254e86 ">Manage Flows</td> </tr> </tbody> </table> [Set up Data Capture](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_setup_discovery_framework.htm&release=264.0.0&type=5 "Build Data Capture forms from Discovery Framework assessment questions in Flow Builder. Set up the framework, create assessment questions, build forms, and prime records for offline use."). Confirm that the regulatory code and violation objects are available in your org. 1. Create the regulatory codes that your inspections check against. Give each code a name, subject, description, and type, specify its effective dates, and select a regulatory authority. See [Create Regulatory Code Records](https://help.salesforce.com/s/articleView?id=ind.psc_create_a_regulatory_code.htm&type=5&language=en_US). 2. Define the compliance statuses, and mark the ones that represent a failure as violating. 1. From Setup, open **Object Manager**, and select **Inspection Assessment Indicator**. 2. Select **Fields**, and then open the **Assessment Question Status** field. 3. In Assessment Question Status Picklist Values, add or remove the statuses that your inspections use. 4. Edit a status, and then select **Violation** to mark it as violating. 3. When you build the form, associate each question with the regulatory code it checks against. See [Build Forms with Question Sets](https://help.salesforce.com/s/articleView?id=service.wfs_df_data_capture_build_forms.htm&release=264.0.0&type=5 "Create forms with the Data Capture Flow process type in Flow Builder. Add assessment questions, organize them into sets and categories, set properties and conditional logic, and preview questions without leaving Flow Builder."). 4. Prime the regulatory codes and reference data for offline use with Briefcase Builder. Test sync and search performance for your data volume before rollout. See [Briefcase Builder](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US). 5. Give mobile workers access to the regulatory code and violation objects in their Data Capture permission set. See [Assign Data Capture Permissions to Mobile Workers](https://help.salesforce.com/s/articleView?id=service.wfs_data_capture_assign_permissions.htm&release=264.0.0&type=5 "Give mobile workers access to Data Capture flows in the Field Service mobile app. Create a permission set that adds the Data Capture permissions, and then assign it to your mobile workers."). 6. Test an inspection in the Field Service mobile app. Complete the form, set a violating compliance status on a question, and submit. Confirm that Salesforce creates a Regulatory Code Violation record for each question that has a violating status. <!-- document id=ffea81b67249dc6200e92ddda4f91e5ebe154772827007b793dd54867ffc5188 url=/admin/current/en-us/service/264-0-0/mfs_native_gis_related_objects_setup.md --> # Set Up Related Objects for Native GIS Plot the records in a work order's related list on the map without syncing to ArcGIS. Choose the related object and record type, specify where its location comes from, and style the marker that mobile workers see. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with the Asset Service Lifecycle Management add-on license, or in <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d131150e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131150e72 ">To set up related objects:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131150e72 ">Customize Application</td> </tr> </tbody> </table> A related object plots the records in a work order's related list directly on the map, without syncing to ArcGIS, so it suits dynamic data that changes with the work. To learn how related objects compare to connectors, see [Data Layers for Native GIS](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_data_layers.htm&release=264.0.0&type=5 "Plot Salesforce data on Native GIS maps in the Field Service mobile app. On the Data Layers tab in Field Maps Settings, set up a connector to sync data to ArcGIS as a reference layer, or map related objects directly from Salesforce without syncing."). 1. From Setup, find and select **Field Maps Settings**. 2. Open the **Data Layers** tab. 3. In the **Related Objects** section, click **New Related Object**. 4. Under **Object & Location**, identify the records to plot on the map. 1. **Target Object** is set to **Work Order** and can't be changed. Related objects are always linked to work orders. 2. From **Related Object**, select an object with records related to work orders, such as work order line items or a custom object. 3. From **Record Type**, choose the record type to display on the map. 5. Under **Location**, specify where to get the coordinates for plotting the records. 1. To use a location field on the related object's own records, select **Use the related object's location**. 2. To use the location from a lookup to another object, select **Reference another object's location**, and then select the object that holds the coordinates. 3. From **Location Field**, select the field with the location coordinates. Choose a geolocation field for points, or a text field that contains GeoJSON for lines and polygons. 6. Under **Marker Styling**, choose how the records appear on the map. These options become available after you configure the object and location details. 1. **Shape** is set for you based on the location field's data type: Point for a geolocation field, or Line or Polygon for a GeoJSON text field. 2. For **Icon**, click **Choose Icon**, select a Standard or Utility icon, and click **Choose**. 3. For **Color**, choose a Default or Custom color, and click **Done**. 4. Confirm the result in **Marker Preview**. ![New Related Object settings for a related object data layer: Object & Location, Location, and Marker Styling](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_gis_new_related_object.png) 7. Click **Save**. To let mobile workers create records or update a record's location from the map, assign map actions to the related object. See [Create Map Actions for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_create_map_action.htm&release=264.0.0&type=5 "Save mobile workers time and improve location accuracy by letting them complete field tasks directly from the map. Set up map actions to assign geospatial drawing tools to work order actions and object actions, so that mobile workers can create records and update locations by tapping or drawing on the map instead of entering coordinates by hand."). **Considerations** - Related objects plot only records tied to the work order. Because they use the app's priming mechanism, they suit dynamic data that changes with the work. Use a connector instead for static, high-volume data that exceeds the app's offline priming limits, such as Assets, or to show records that aren't associated with the work order, such as nearby assets that mobile workers view in a geospatial context. See [Set Up a Native GIS Connector](https://help.salesforce.com/s/articleView?id=service.mfs_native_gis_connector_setup.htm&release=264.0.0&type=5 "To view Salesforce objects on the map, define a connector to automatically sync the Salesforce data with the relevant ArcGIS hosted feature layer. Map Salesforce objects and fields with ArcGIS layers, and define how often the connector should run. To update data at different intervals, you can create multiple connectors for each type of sync interval."). - Mobile workers can view and create or update the records in a related object, so make sure that they have access to those records. <!-- document id=76d5d595d669cdad033b90683f1c3c5f19205f1f5a9282b0deb3b005568af0b2 url=/admin/current/en-us/service/264-0-0/sp_rrg_setup.md --> # Set Up Related Record Grounding Ground service plans in related records, such as Account or Contact, to provide more contextual and detailed service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Related records are an optional grounding source. You can ground Service Assistant on related records to provide more detailed and customer-specific service plans. You turn on related-record grounding per object on the Service Assistant Setup page. After you turn it on, each object has its own setup steps for the related records you want to ground on. How Service Assistant processes and grounds the related-record data also differs by object. For full details, review the reference guidance for each object in [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_rrg.htm&type=5&language=en_US). - **[Set Up Related Record Grounding for Case (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_mvg_setup.htm&release=264.0.0&type=5)** Ground service plans on messaging sessions and voice call records that are associated with the case. - **[Set Up Related Record Grounding for Messaging (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_msg.htm&release=264.0.0&type=5)** Ground messaging service plans in related records using a prompt template. - **[Set Up Related Record Grounding for Voice (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5)** Ground voice service plans in related records using a prompt template and flow. <!-- document id=eb22b69b2857b98c2d2748aff4d2b7bedd9502c3f547a6b6e479ec1788638cc4 url=/admin/current/en-us/service/264-0-0/sp_mvg_setup.md --> # Set Up Related Record Grounding for Case (Optional) Ground service plans on messaging sessions and voice call records that are associated with the case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_mvg_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_mvg_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance and dynamic plans.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice.</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6954e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6954e94 ">To set up Messaging Session and Voice Call record grounding:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6954e94 ">Service Planner Builder permission set</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the set up steps for Messaging Session or Voice Call record grounding. Set up is optional. For reference information on how the feature works and considerations, see [Grounding Case Service Plans with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US). When a Case is created from a Messaging Session or a Voice Call, Service Assistant analyzes the record transcripts as a grounding source. As a result, the case summary and service plan includes key details from the conversation. Specifically, the service plan summary states what occurred in the conversation and what resolution steps were completed. In addition, the drafted plan starts the plan steps from where the conversation left off. The record grounding provides service reps with more context-specific and streamlined resolution guidance in the service plan. Keep in mind that Service Assistant references only the text transcript from the related records as a grounding source. Attachments (such as images or files) included in the related records aren’t used as grounding sources. In addition, Service Assistant only ground on messaging sessions that are set to Ended or voice calls that are set to Complete. Service Assistant can’t ground on active messaging sessions or voice calls. ## Turn on Messaging and Voice Record Grounding 1. From the Service Assistant Setup page, go to the Customize Experience by Object section. 2. From the Case tab, go to the Turn on Messaging and Voice Record Grounding section and then turn the toggle to On. ![Record grounding Setup page toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_voice_setup_page.png) ## Assign Permissions for Related Record Grounding Create and assign the Conversation Grounding Access custom permission set to the ServicePlanner User. The ServicePlanner User (the agent user) requires a custom permission set with specific app and object permissions. This grants Service Assistant record-level access to process the Messaging Session or Voice Call transcripts and include the information in a service plan. Service reps don’t require additional permissions to view data from Messaging Session or Voice Call records included in drafted service plans. However, accessing the messaging session or voice call record from the case still adheres to your organization's sharing rules. Service reps must have record-level access to open and view the records attached to the Case. 1. From the Service Assistant Setup page, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. From the Permission Sets Setup page, click **New**. 3. From the Label field, enter Conversation Grounding Access. This is a suggested name. You can enter an alternative name. 4. From the License field, select **Einstein Agent**. 5. Click **Save**. 6. From the permission set detail page, add these permissions to the permission set. 1. App Permission: Access Conversations Entries, View all Voice and Video Calls 2. Messaging Sessions Object Permission: Read, View All Fields 7. Assign the permission set to the ServicePlanner User. Cases created from Messaging Sessions and Voice Calls are now used as grounding sources when drafting service plans. An example is provided below. To be used as a grounding source, Messaging Sessions must have the status set to Ended, and Voice Call records must have the status set to Completed. For cases with existing service plans, any messaging or voice record that is either already attached to the case or added after the feature is turned on is considered new information. The Redraft Plan button shows and service reps can redraft the plan to incorporate the record data into the service plan. Find more details and considerations in the Grounding Scenarios section of [Grounding with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_mvg.htm&language=en_US). ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example ![Record grounding processing analysis](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_msg_record_summary_state_td3.png) <!-- document id=1b658642d9fcfe8f8c8d8f44c49ce88eaedc51a7b7729cda1435404a2fc1ee82 url=/admin/current/en-us/service/264-0-0/sp_rrg_setup_msg.md --> # Set Up Related Record Grounding for Messaging (Optional) Ground messaging service plans in related records using a prompt template. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33959e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e94 ">To set up related record grounding for Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e94 "> <p>Customize Application OR System Administrator</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p>AND</p> <p style="margin-bottom:0;">Prompt Template Manager</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the setup steps for Messaging related record grounding. Reference information is provided in [Grounding Messaging Service Plans with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_rrg_msg.htm&language=en_US). Before you set up related record grounding, confirm you have completed these tasks. - [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&language=en_US&type=5). - Confirm your users have the required [Service Assistant for Messaging permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_messaging.htm&language=en_US&type=5). Related record grounding for messaging is executed through the Messaging Session Related Record Details prompt template. By default, the prompt template includes several Case and Account fields. ![Messaging Session Related Record Details default prompt template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_msg_pt_default.png) You can modify the template to reference additional fields or related records, such as Input:MessagingSession.Contact.FirstName, as long as the field is directly connected to the record you're grounding on. Referencing a record that's connected through another related record, such as MessagingSession.Case.Contact.FirstName, isn't supported in Prompt Builder. ## Turn On Related Record Grounding Turn the feature on from the Service Assistant Setup page. 1. From the Service Assistant Setup page, go to the Customize Your Experience by Object section and select the **Messaging** tab. 2. Go to the Include Context from Related Records section. 3. Turn the feature on. 4. Click **Go to Prompt Template**. The Messaging Session Related Record Details grounding prompt template opens. ![Messaging related record grounding toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_msg.png) ## Configure the Prompt Template Configure the Messaging Session Related Record Details grounding prompt template to ground service plans in related records. By default, the template includes several Case and Account fields. If you want to use the standard template, no action is required. The template is already active. Go to the next procedure. 1. From the Prompt Builder Workspace, click **Deactivate**. 2. Click **Save As** and then click **Save As New Version**. 3. Modify the template to your requirements. 4. Save your changes and activate the prompt template. ## Provide Access to Your Grounding Data Grant the ServicePlanner User and service reps read access to the objects and fields included in your prompt template. To include related record data in a messaging service plan, both the ServicePlanner User (agent user) and service reps require read access to all objects and fields included in the prompt template. If you pass record data to the prompt template using input resources such as a flow or Apex action, the ServicePlanner User and service reps also require access to the fields, objects, and Apex classes that those resources reference. We recommend providing access through a Messaging Record Grounding custom permission set. Service reps also need the Prompt Template User permission set. The ServicePlanner User's access retrieves and passes the data into the plan, and the service rep's access lets that data appear in the service plan. Grant service reps access to the objects and fields included in your prompt template according to your data access and sharing rules. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33959e340">User</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33959e343">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33959e346">Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e340 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e343 ">Einstein Agent</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e346 "> <ul> <li>Agent Messaging Access custom permission set</li> <li>Messaging Record Grounding custom permission set </li> </ul> </td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e340 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e343 ">Salesforce</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e346 "> <ul> <li>Prompt Template User permission set </li> <li>Service Planner User permission set</li> <li>Messaging Record Grounding Access permission set</li> </ul> </td> </tr> </tbody> </table> ## Test and Troubleshoot Test your setup by starting a service plan on a messaging session and work through the plan reviewing the steps to verify related record information is present in the plan. For example, if you added a custom field like Input:MessagingSession.EndUserAccount.LoyaltyStatus\_\_c to your prompt template for Account, the customer's loyalty status shows in plan steps along with other grounding field data. ![Service plan step showing related record grounding data](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_msg_example.png) Another way to quickly confirm that Service Assistant captures the data is to ask for record information using the agent chat. ![Related record grounding testing using the agent chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_test_chat.png) If Service Assistant can't access the data from the record, you'll see a message from Service Assistant in the form of "I can't assist you because there's no information in your company documents related to the provided context." Check that the object and field are included in your prompt template and that both Service Assistant and the service rep have access. ![Related record grounding data access message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_test_data_access.png) Service Assistant tracks any new information for your related record grounding fields. When new information is found in your grounding fields or you update the prompt template, Service Assistant captures the data and uses it as context to create the next plan step. Field or prompt template updates don't trigger Service Assistant to automatically regenerate the active plan step. Keep in mind that not every step is grounded in or references the related-record data. Service Assistant reviews the grounded data in relation to the context of the active conversation. If the data isn't relevant to the conversation, the data isn't referenced in the plan steps. If related record data isn't showing up in the plan steps, check the following. - Confirm that the prompt template is active. - Confirm that the Include Context from Related Records toggle is turned on from the Messaging tab of the Setup page. - Confirm that the agent user and service reps have read access to all objects and fields included in the prompt template. - If you have multiple Service Assistant for Messaging agents: - Confirm that all your agents are active. - Confirm that your agent assignment flow is active in Flow Builder and is selected in the Set Up Your Agent Assignment section of the Setup page. - Confirm that each agent has access to the objects and fields in your prompt template. All agents use the same prompt template, but you must grant access to each agent individually. <!-- document id=d7bb037b50b8be3120f279b24552f060d63dea347fa66b68c8160090d386bd1c url=/admin/current/en-us/service/264-0-0/sp_rrg_setup_vc.md --> # Set Up Related Record Grounding for Voice (Optional) Ground voice service plans in related records using a prompt template and flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_rrg_setup_vc__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_rrg_setup_vc__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Voice</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case and Messaging</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d83246e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e94 ">To set up related record grounding for Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e94 "> <p>Customize Application OR System Administrator</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p>AND</p> <p style="margin-bottom:0;">Prompt Template Manager</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the setup steps for Voice related record grounding. Reference information is provided in [Grounding Voice Service Plans with Related Records](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&language=en_US). Before you begin, confirm you have completed these tasks. - [Set Up Service Assistant for Voice.](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&language=en_US&type=5) - Confirm your users have the required [Service Assistant for Voice permissions](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&language=en_US&type=5). Grounding voice service plans in related records requires setting up a prompt template and flow that we provide you. Prompt Template: Voice Call Related Record Details The Voice Call Related Record Details prompt template grounds service plans in standard and custom Voice Call fields that you add to the template. You must manually add the fields you want to ground on as resources for the template. We don't include any default fields. The template includes a flow resource to gather related record data from other objects and fields. ![Voice Call Related Record Details default prompt template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc_pt_default.png) Flow: Get Related Record Details for a Voice Call The Get Related Record Details for a Voice Call template-triggered prompt flow grounds service plans in related records attached to the voice call using [Prompt Instruction Elements](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_add_prompt.htm&type=5&language=en_US). By default, the flow includes Case and Account as grounding sources. You can modify the flow to add additional fields and objects. The flow is a standard flow, so you can configure and activate the flow directly. ![Get Related Record Details for a Voice Call default flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc_flow_default.png) These are the default fields set in the Prompt Instruction elements of the flow for Case and Account. Modify the default flow configuration to add additional fields and objects. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20.491803278688526%"> <col style="width:79.50819672131148%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83246e223">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83246e226">Fields included</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e223 ">Case</td> <td data-label="Fields included" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e226 "> <ul> <li>Case Number: {!GetCase.CaseNumber}</li> <li>Subject: {!GetCase.Subject}</li> <li>Description: {!GetCase.Description}</li> <li>Priority: {!GetCase.Priority}</li> <li>Status: {!GetCase.Status}</li> <li>Origin: {!GetCase.Origin}</li> <li>Type: {!GetCase.Type}</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e223 ">Account</td> <td data-label="Fields included" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e226 "> <ul> <li>Name: {!GetAccount.Name}</li> <li>Type: {!GetAccount.Type}</li> <li>Industry: {!GetAccount.Industry}</li> <li>Annual Revenue: {!GetAccount.AnnualRevenue}</li> <li>Phone: {!GetAccount.Phone}</li> <li>Website: {!GetAccount.Website}</li> <li>Account Description: {!GetAccount.Description}</li> </ul> </td> </tr> </tbody> </table> You can use either the prompt template, the flow, or both depending on your requirements. If you only use the flow, you only need to configure and activate your flow. You don't need to activate the prompt template. It's active by default and the flow is included as an input in the prompt template. ## Turn On Related Record Grounding Turn the feature on from the Service Assistant Setup page. 1. From the Service Assistant Setup page, go to the Customize Your Experience by Object section. 2. Select the Voice tab, and then go to the Include Context from Related Records section. 3. Turn the feature on. 4. Click **Go to Prompt Template**. The Voice Call Related Record Details prompt template opens in Prompt Builder. ![Voice related record grounding toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_vc.png) ## Configure the Prompt Template Use the grounding prompt template to ground service plans in standard and custom Voice Call fields. If you choose to only ground on related objects and fields, skip this step and go to the next procedure. 1. From the Include Context from Related Records section, select **Go to Prompt Template**. The Voice Call Related Record Details prompt template opens in Prompt Builder. 2. Click **Deactivate**. 3. Click **Save As** and then click **Save As New Version**. 4. Click **Insert Resource** and then add the voice call fields you want to ground on as inputs in the prompt template. By default, the template only includes a flow resource that pulls Case and Account information using the Get Related Record Details for a Voice Call flow. 5. Save your work and activate the prompt template. Afterward, go to the Flows Setup page to configure the Get Related Record Details for a Voice Call flow to ground the service plan in related records. ## Configure the Flow Use the Get Related Record Details for a Voice Call flow to edit the default data pulled in from Account and Case or add additional objects and fields. 1. From the Flows Setup page, under All Flows, select the Get Related Record Details for a Voice Call flow. The flow is active by default. 2. From Flow Builder, review the default flow configuration and modify the flow to add additional objects and fields using Add Prompt Instruction elements. By default, the flow automatically retrieves data from Case and Account through Add Prompt Instruction elements. The element adds the data into the Voice Call Related Record Details prompt template for Service Assistant to reference and ground the service plan. Add additional Prompt Instruction elements for other objects and fields you want to ground on. 3. After making your configurations, activate the flow. ## Provide Access to Your Grounding Data Grant the ServicePlanner User and service reps read access to the objects and fields included in your prompt template and flow. To include related record data in a voice service plan, both the ServicePlanner User (agent user) and service reps require read access to all objects and fields in your prompt template and flow. We recommend providing access through a Voice Record Grounding custom permission set. Service reps also need the Prompt Template User permission set. The ServicePlanner User's access retrieves and passes the data into the plan, and the service rep's access lets that data appear in the service plan. Grant service reps access to the objects and fields included in your prompt template and flow according to your data access and sharing rules. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83246e515">User</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83246e518">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d83246e521">Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e515 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e518 ">Einstein Agent</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e521 "> <ul> <li>Agent Voice Access custom permission set</li> <li>Voice Record Grounding custom permission set </li> </ul> </td> </tr> <tr class=""> <td data-label="User" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e515 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e518 ">Salesforce</td> <td data-label="Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d83246e521 "> <ul> <li>Prompt Template User permission set </li> <li>Service Planner User permission set</li> <li>Voice Record Grounding Access permission set</li> </ul> </td> </tr> </tbody> </table> ## Test and Troubleshoot Test your setup by starting a service plan on a voice call and work through the plan reviewing the steps to verify related record information is present in the plan. For example, if you added a custom field like Input:Account.LoyaltyStatus\_\_c to the prompt template instructions of the flow, the customer's loyalty status is indicated in relevant plan steps along with all other grounding field data. Another way to quickly confirm that Service Assistant captures the data is to ask for record information using the agent chat. ![Related record grounding testing using the agent chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_test_chat.png) If Service Assistant can't access the data from the record, you'll see a message from Service Assistant in the form of "I can't assist you because there's no information in your company documents related to the provided context." Check that the object and field are included in your prompt template and that both Service Assistant and the service rep have access. ![Related record grounding data access message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_rrg_test_data_access.png) Service Assistant tracks any new information found in your related record grounding fields. When new information is detected or you update the prompt template to add additional fields, Service Assistant captures the new data and uses it as context to create the next plan step. Field or prompt template updates don't trigger Service Assistant to automatically regenerate the active plan step. Keep in mind that not every step is grounded in or references the related-record data. Service Assistant reviews the grounded data in relation to the context of the active conversation. If the data isn't relevant to the conversation, the data isn't referenced in the plan steps. If related record data isn't showing in the plan steps, check the following. - Confirm that the prompt template and the flow are both active. - Confirm that the Include Context from Related Records toggle is turned on from the Voice tab of the Service Assistant Setup page. - Confirm that the agent user and service reps have read access to all objects and fields included in the prompt template. - If you have multiple Service Assistant for Voice agents: - Confirm that all your agents are active. - Confirm that your agent assignment flow is active in Flow Builder and is selected in the Set Up Your Agent Assignment section of the Setup page. - Confirm that each agent has access to the objects and fields in your prompt template. All agents use the same prompt template, but you must grant access to each agent individually. <!-- document id=362a52bfd2850750bbe6e195183fdf967725e3d7b032f0122d4477e20bf28af5 url=/admin/current/en-us/service/264-0-0/it_srvcs_rel_set_up_release_management.md --> # Set Up Release Management for IT Services Review the steps required to set up Release Management for Agentic IT Service. - **[Release Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_perm_sets.htm&release=264.0.0&type=5)** Assign the necessary permission sets or permission set groups to users, based on their roles and responsibilities in your IT service team. - **[Configure Release Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_enable_release_mgmt.htm&release=264.0.0&type=5)** Enable the required settings for Release Management and configure additional features to work seamlessly with it. - **[Customize the Release Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rel_page_layout.htm&release=264.0.0&type=5)** Customize the release page layout and configure the record page to capture key details for Release Management. Add required fields, related lists, and the action plan component to track dependencies and align processes with your business needs. <!-- document id=04123bdd2d2e238fee1a6b379b4d5c45932bfafad974c2f07671b82c5e42ddbe url=/admin/current/en-us/service/264-0-0/setup_reporting.md --> # Set Up Reporting View quality evaluation data to track and analyze rep performance insights. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d138340e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138340e60 ">To update reporting and dashboard metrics:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138340e60 ">Quality Manager</td> </tr> </tbody> </table> 1. In the Command Center for Service, click **Reports**, and then go to the **Quality** tab. 2. Click **Setting up the Reports**. You’re redirected to the **Setup page**. 3. In the Quality Management Metrics tab, click **Update Metrics** to update Voice Call Quality Management and Messaging Session Quality Management. 4. Go back to the **Quality** tab and refresh the page. You can view the rep metrics. <!-- document id=766a4688c804929a0db5fb74fca7a67195269c652e99dde8b80e89c640eeeb7d url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_setup.md --> # Set Up Request Management for IT Services Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_prmsn_licenses.htm&release=264.0.0&type=5)** To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations. - **[Install and Activate Service Catalog Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_install.htm&release=264.0.0&type=5)** Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal. <!-- document id=30b93474d79a72b9e724a34431b1e043fcb9ca04d2f8b003bdeff24792e4f17d url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_risk_mgmt.md --> # Set Up Risk Management for IT Compliance As an admin, complete the setup tasks to configure Risk Management for your org. Enable the features, tur on advanced features that power automation, and assign permission sets so your compliance teams can start managing risks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Configure Risk Management for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_risk_mgmt.htm&release=264.0.0&type=5)** Configure the features for risk management workflows in IT Compliance and turn on the default scoring expression set so every risk your team registers gets an automatic inherent and residual score. - **[Set Up Advanced Risk Management Features](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_risk_advanced_features.htm&release=264.0.0&type=5)** Unlock the AI features that help your team work faster and stay current. Turn on Proactive Assistance to generate readable summaries of risks and evaluations on demand, and Continuous Evaluation to let an AI agent monitor your environment, draft new evaluations on every significant change, and queue them up for human review. <!-- document id=33b29f7f4c3a9bbac767e29d9af44b8aa3eb72b407fbe967d2930e849fd3cc59 url=/admin/current/en-us/service/264-0-0/incident_mgmt_setup_routing.md --> # Set Up Routing Configuration for Incidents Route support reps to an incident. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. In Setup, from the Quick Find box, enter Routing, and then select **Routing Configurations**. ![Routing Configuration page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_routing_config.png) 2. Click **New**. 3. Enter a routing configuration name and developer name. 4. Add a user with the Omni-Channel Incident permission set as the overflow assignee. 5. Set your routing priority. For example, to prioritize an incident over a case, set routing configuration for incidents to 1 and cases to 2. 6. Select your incident routing model. 7. Enter the amount of time that a support rep has to accept the work. 8. **Optional:** If using skills-based routing, select Use with Skills-Based Routing Rules, and select your Incident skill. 9. Determine the capacity requirement for the incident. 10. Save your changes. <!-- document id=34da92deeaadd68806f43f4b3888152a494fc6e584df286905de25848214c8cc url=/admin/current/en-us/service/264-0-0/messaging_omnichannel_routing.md --> # Set Up Routing for Messaging Channels Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_omnichannel_routing__d708e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_omnichannel_routing__d708e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> For help configuring routing for Enhanced Chat, see the Enhanced Chat setup documentation. When you configure routing for your enhanced Messaging channels, you can choose between using status-based and tab-based capacity. Here’s how they’re different. |   | Tab-Based Capacity | Status-Based Capacity | | --- | --- | --- | | What determines a service rep's capacity | The number of their open tabs and sessions | The status of their accepted work | | Maximum capacity per service rep | 100 tabs at a time | 100 work items at a time | | What happens when a service rep closes a messaging session tab | The rep is prompted to either end the session or mark it inactive.  | The messaging session’s status and ownership are unaffected, and the rep isn’t prompted to end or inactivate the session. In standard (non-console) apps, this behavior makes it easier for reps to navigate between messaging session records without session ownership being affected. | | What happens when a customer re-engages in an inactive messaging session | The session is routed to the support team as if it were a new session. More complex routing logic is required to ensure that it’s reassigned to the same rep. | The same rep receives the customer’s new message and continues helping the customer. | | What happens when a service rep goes offline | The rep's active messaging sessions update to Waiting and are routed to your support team. | The rep's active messaging sessions remain active. | Capacity settings are configured on the Omni-Channel Settings and Service Channels pages in Setup. To learn more, see [Understanding Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&type=5&language=en_US). Status-based capacity is available in enhanced Messaging channels and Enhanced Chat. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur: - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate. - The messaging inactivity timer fails for this messaging session. - **[Route Service Messaging Sessions with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&release=264.0.0&type=5)** Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels. - **[Route Service Messaging Sessions to Queues](https://help.salesforce.com/s/articleView?id=service.messaging_route_queues.htm&release=264.0.0&type=5)** Route customer messages to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios. - **[Route All Messages to One User](https://help.salesforce.com/s/articleView?id=service.messaging_route_single_user.htm&release=264.0.0&type=5)** If the situation calls for it, route all incoming messages in an enhanced channel to a specific user. For example, if individual reps have their own SMS number, route all messages sent to that number directly to them. While this routing approach is simple, businesses of different sizes need to consider whether it makes sense to always have messages routed to one rep. - **[Route Messages Directly to Agentforce](https://help.salesforce.com/s/articleView?id=service.messaging_route_to_agentforce.htm&release=264.0.0&type=5)** Save time by routing messages directly to an Agentforce Service agent, without using an Omni-Channel flow. #### See Also - [Add the Omni-Channel Component to a Lightning App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) - [Omni-Channel Utility for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_omnichannel.htm&type=5&language=en_US) <!-- document id=125413caf15e60b6dccfcfa6428493e1e14a9eca1f56daf3a62262937d5ae4b0 url=/admin/current/en-us/service/264-0-0/pfs_streetlevelrouting.md --> # Set Up Routing for Travel Time Calculations Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. To set your travel time calculation preferences, from the App Launcher, find and open the Field Service Admin app. Click **Field Service Settings** | **Scheduling** | **Routing**. 2. Enable a routing option or leave them deselected to use the default aerial routing if Enhanced Scheduling and Optimization isn’t enabled. When you’re using Enhanced Scheduling and Optimization, point-to-point predictive routing is always applied, regardless of the configured setting. See [Types of Routing](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Field Service offers routing mechanisms to calculate travel times between locations. By default, aerial routing is used when Enhanced Scheduling and Optimization isn't enabled. However, when you’re using Enhanced Scheduling and Optimization, point-to-point predictive routing is always applied, regardless of the configured setting."). 3. To calculate and display travel time on the Gantt and automatically create breaks according to your resource availability work rule, enable Calculate travel and breaks. 4. Select the Travel Speed Unit and Default Travel Speed. This travel speed is used for aerial routing calculations, unless a value is set directly on the service resource object, in which case this value supersedes the default. 5. Enter a value for the Travel Time Buffer between 1 to 120 minutes. This buffer is the number of minutes added to the estimated travel time to cover additional time, such as for parking. Defining a value for a territory overrides the travel time buffer you define when you set up routing. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Travel time buffers are available only when you’re using Enhanced Scheduling and Optimization. See [Create Service Territories for Field Service](https://help.salesforce.com/s/articleView?language=en_US&id=sf.fs_create_territories.htm&release=250.16.0&type=5). ## Types of Routing Field Service offers routing mechanisms to calculate travel times between locations. By default, aerial routing is used when Enhanced Scheduling and Optimization isn't enabled. However, when you’re using Enhanced Scheduling and Optimization, point-to-point predictive routing is always applied, regardless of the configured setting. Point-to-point predictive routing is gradually replacing predictive travel (beta) and street-level routing and is available in all scheduling and optimization operations. Salesforce orgs created in Spring ’21 and later get point-to-point predictive routing by default. Salesforce orgs created before Spring ’21 retain predictive travel (beta) and their configuration but can switch to point-to-point predictive routing. - Aerial routing—When aerial routing is used, travel time is calculated by using the straight-line distance between the two points and the configured travel speed. - Street-level routing (SLR)—Computes the average travel time it takes to drive from point to point based on car travel by road. SLR travel calculations are much more realistic and accurate than aerial calculations. The data used by SLR routing is provided by Google. Google uses its own algorithms based on road type to determine travel speed for time calculations. For performance reasons, routes are cached locally in your Salesforce org When a travel calculation is required, Field Service first checks whether the route exists in the local cache. If it does, it uses that data. If it doesn’t, Field Service makes a call out to Google to retrieve the data and then stores it in cache to use next time. The cache is purged regularly and you can configure the timing in Field Service Settings. - Predictive travel (beta)—Builds on SLR by incorporating time-of-day data into the calculation. Predictive travel applies only to optimization operations; scheduling operations like the Book Appointment and Candidates actions are not supported. Predictive travel uses Google for routing calculations. - Point-to-point predictive routing—The advanced routing engine predicts travel times based on historical traffic patterns and routes using exact location coordinates. For example, traveling from A to B at 8 AM can yield a different travel time prediction than when leaving at 11 AM, due to anticipated traffic variations. Point-to-point predictive travel also supports calculating routes that include transport by ferries. Transport by ferry is calculated at a fixed rate of 5 kmh (or 3.1 mph). In contrast to the other routing mechanisms, which use approximations of the locations for travel calculations, point-to-point predictive routing uses exact coordinates for more accurate travel time. The data used by point-to-point predictive routing is provided by Field Service Maps. Field Service Maps uses its own algorithms based on road type to determine travel speed for time calculations. Because the dataset is local on Salesforce infrastructure, point-to-point predictive routing performs calculations quicker, which improves transaction times. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Field Service Maps data gets updated regularly for more efficient and reliable schedules based on the latest real-world road network changes for point-to-point predictive routing. This update can adjust travel time calculations for some service appointments already on your schedule, creating schedule overlaps or rule violations. To resolve such scheduling conflicts and realign all appointments with the more precise travel data, you can use a [fix overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US) feature or run [in-day optimization](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&type=5&language=en_US). Point-to-point predictive routing in Enhanced Scheduling and Optimization provides even more features to improve accuracy of travel calculations for different scenarios. - Set up [travel modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&type=5&language=en_US) per territory, resource, or both for accurate routing calculations based on transportation type, toll road preferences, and the presence of hazardous materials. The default travel mode is set to car, using toll roads, and not carrying hazardous materials. - Use a [travel time buffer](https://help.salesforce.com/s/articleView?language=en_US&id=sf.fs_create_territories.htm&release=250.16.0&type=5) to define the additional minutes required for activities other than driving, such as finding parking, unloading technical gear, or walking time in a building complex. The additional travel time is added to new service appointments when they’re scheduled or to preexisting appointments if the schedule changes. You can also define buffers per territory. ## Routing Related Fields These object fields are used to calculate travel time and can be used for reporting. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d118632e234">Field Name</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d118632e237">Objects</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d118632e240">Purpose</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Longitude</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 "> <p>Service Appointment</p> <p>Resource Absence</p> <p>Service Territory</p> <p style="margin-bottom:0;">Service Territory Member</p> </td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">Geocoded latitude of the address. Used in travel calculations for point-to-point predictive routing.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Latitude</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 "> <p>Service Appointment</p> <p>Resource Absence</p> <p>Service Territory</p> <p style="margin-bottom:0;">Service Territory Member</p> </td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">Geocoded longitude of the address. Used in travel calculations for point-to-point predictive routing.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Internal SLR Geolocation (Latitude)</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 "> <p>Service Appointment</p> <p>Resource Absence</p> <p>Service Territory</p> <p style="margin-bottom:0;">Service Territory Member</p> </td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">Centroid of the grid that the latitude falls within. Used in travel calculations when you’re not using point-to-point predictive routing.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Internal SLR Geolocation (Longitude)</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 "> <p>Service Appointment</p> <p>Resource Absence</p> <p>Service Territory</p> <p style="margin-bottom:0;">Service Territory Member</p> </td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">Centroid of the grid that the longitude falls within. Used in travel calculations when you’re not using point-to-point predictive routing.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Estimated Travel Time (Minutes)</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The travel time calculated in minutes from the previous location to this location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Approximate Travel Time From (Minutes)</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The travel time calculated in minutes from this location to the next location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Approximate Travel Distance To</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The distance from the previous location to this location (travel distance in kilometers or miles).</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Approximate Travel Distance From</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The distance from this location to the next location (travel distance in kilometers or miles).</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Estimated Travel Time To Source</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The routing method used to calculate travel time from the previous location to this location.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e234 ">Estimated Travel Time From Source</td> <td data-label="Objects" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e237 ">Assigned Resource</td> <td data-label="Purpose" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d118632e240 ">The routing method used to calculate travel time from this location to the next location.</td> </tr> </tbody> </table> ## Routing Considerations Before you set up routing, review some considerations. - When you’re not using point-to-point predictive routing, the coordinates used to calculate travel time are approximations. The geography is divided into 200-meter-square grids, and each coordinate is assigned to the grid it falls within. The centroid of each grid is then used as the reference point for calculating travel time. When you’re using point-to-point predictive routing, the exact coordinates are used for calculating routes. - You must be registered to use SLR, Predictive travel (beta), and point-to-point predictive routing. Registration is automatic. A Register button appears if necessary, for example, after you refresh a sandbox for Field Service. When you’re using Enhanced Scheduling and Optimization, registration isn't required. - Emergency work uses Real-Time Travel calculations provided by Google regardless of the routing type. - The Maximum Travel from Home work rule always uses aerial routing calculations regardless of point-to-point predictive routing or SLR. - The routing dataset is regularly updated to enhance accuracy. As a result, travel times in preexisting schedules can experience minor adjustments and cause slight overlaps or gaps. However, the scheduling engine is designed to efficiently resolve any such conflicts. ### Considerations for When You’re Using Enhanced Scheduling and Optimization Pay attention to the considerations if you’re using Enhanced Scheduling and Optimization. - Point-to-point predictive routing is always used with Enhanced Scheduling and Optimization. Other scheduling methods (besides fallback to aerial when point-to-point predictive routing fails to calculate travel) aren't applicable in Enhanced Scheduling and Optimization. - Point-to-point predictive routing is used regardless of the travel distance. - Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end points. - Service appointments must have their location geocoded for travel time to be calculated. If there's no address (geocoding), no travel time is added to the schedule and the appointment can be done from anywhere. - When you drag a service appointment onto the Gantt to be scheduled, the routing calculation depends on the chosen start time. The time of day can affect typical road speed measurements, for example. - If you define Travel From Home (minutes) as part of the [Service Resource Availability work rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US), resources can travel before the start of the work day. This additional time is considered when calculating the departure time. - If Enhanced Scheduling and Optimization can’t calculate travel time via point-to-point predictive routing, the engine uses aerial routing to estimate travel time. A route can be unfeasible with predictive routing if travel mode limitations apply, a location is more than 1.5 kilometers from an official road, or data coverage is partial. For example, the dispatcher wants to manually assign the work to Alan, as he’s the only available resource. Alan drives a truck, but the route that Alan is assigned to doesn't allow trucks. Or, Alan is assigned to maintain an asset that’s located 2 kilometers from a road or in a new neighborhood. The travel source used to calculate the travel time to the service appointment, resource absence, or home base is automatically shown in the Estimated Travel Time From Source and Estimated Travel Time To Source fields for the assigned resource or resource absence. - When you're using Enhanced Scheduling and Optimization, if the last service appointment of the day is at the same address as the service resource’s home base, the Approximate Travel Time From (Minutes) value on the Assigned Resource object is calculated on the second-to-last appointment. The Approximate Travel Time From (Minutes) value for the last appointment is zero. When you're not using Enhanced Scheduling and Optimization, this travel time to the service resource's home base is calculated on the last service appointment of the day as the Estimated Travel Time (Minutes) value on the Assigned Resource object. ### Considerations for When You’re Not Using Enhanced Scheduling and Optimization Pay attention to the considerations if you aren’t using Enhanced Scheduling and Optimization. - Point-to-point predictive routing considers toll roads when relevant. SLR and Predictive travel avoid toll roads, which can result in longer travel times. - Service resources must have their home base location geocoded so that the scheduling engine knows the resource’s start and end points. - When you switch from aerial routing to SLR, scheduling recalculates travel times, including times for scheduled appointments. - When SLR is activated, resource travel speed isn’t considered. However, if the calculation returns to aerial routing, travel speed is considered. - The Street Level Routing Cache object improves calculation time for distances that were calculated in the previous 30 days between two given points. Don’t delete this object. - Travel speed in SLR is based on the driving profile in Google maps and can’t be changed. - When you’re using Predictive Travel or Point to Point Predictive Travel, a service appointment is dragged onto the Gantt to be scheduled, the routing calculation depends on the chosen start time. The time of day can affect typical road speed measurements, for example. - If you’re scheduling work via Queueable Apex, use the Database.AllowsCallouts annotation to estimate travel time with SLR. If you don’t include this annotation, aerial routing is used instead. See [Queueable Apex: More Than an @future](https://developer.salesforce.com/blogs/developer-relations/2015/05/queueable-apex-future.html). - The Estimated Travel Time From Source field on Assigned Resources shows Aerial as the calculation method for all appointments, except for the last appointment of the day. Because Travel From is calculated only for the last service appointment of the day, its value is zero for every other appointment. The last appointment of the day is calculated with SLR. - If a service appointment requires a travel distance of more than 100 kilometers, aerial routing is used. - Predictive travel isn’t supported with multiday work scheduling. In multiday work scheduling, the exact departure time for each day is unknown, so SLR is used, corresponding to the fastest travel time (the best SLR travel time that you get on a night slot with minimum traffic). Complex work uses point-to-point predictive routing in optimization, and the most optimistic SLR travel time for platform scheduling. - Any scheduling action that’s triggered in a transaction with data manipulation language (DML) uses aerial routing. When SLR is enabled and scheduling requires SLR travel results that aren’t primed locally, you must use a callout to retrieve the results. If DML occurs in the same transaction as the callout, it causes an exception, for example, an Uncommitted Work Pending error. When the schedule falls back to aerial routing due to a failure in the callout, overlaps can appear on the Gantt after the travel time and break update runs and updates the travel to SLR or predictive travel. To avoid an exception, allow the system to use aerial routing or ensure that DML is completed in a separate transaction. If you want transactions of this type to cause an exception rather than a switch to aerial routing, from the App Launcher, find and open the Field Service Admin app, and then click **Field Service Settings** | **Scheduling**. Select **Avoid aerial calculation upon callout DML exception**. ### Additional Considerations for Point-to-Point Predictive Routing - In Salesforce orgs created before Spring ’21, if you haven’t turned on point-to-point predictive routing, you can still switch to SLR or predictive travel. - For a location (source or destination) that’s more than 1.5 kilometers from the nearest road, aerial routing is used instead of point-to-point predictive routing. - Check which territories are fully covered by point-to-point predictive routing in the list of navigable countries. - If you’re not using Enhanced Scheduling and Optimization, point-to-point predictive routing provides accurate predictive routing for global optimization when the source and destination are on the same continent, even for long distances. However, for scheduling operations such as Appointment Booking and Schedule, if a service appointment requires travel of more than 100 kilometers, aerial routing is used instead of point-to-point predictive routing. If you’re using Enhanced Scheduling and Optimization, point-to-point predictive routing is supported for both optimization and scheduling operations for travel of more than 100 kilometers. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important When you switch to point-to-point predictive routing, scheduling and optimization recalculate travel times, including times for scheduled appointments. You can incur an overlap of appointments because of the more accurate, slightly longer, travel times. Use resource schedule optimization to fix overlaps locally (for specific resources), or run global or in-day optimization to reoptimize the whole schedule (takes longer). If you aren't using Enhanced Scheduling and Optimization, you must apply the Fix Overlaps scheduling policy. ## Navigable Countries The availability of point-to-point predictive routing in a region depends on the map coverage level for that region. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The following countries support this level of routing. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You set up [travel modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&language=en_US&type=5) per territory, resource, or both for accurate routing calculations based on transportation type, toll road preferences, and the presence of hazardous materials. The default travel mode is set to car, using toll roads, and not carrying hazardous materials. Not all navigable countries support the light truck, heavy truck, bicycle, or walking travel modes. - Algeria - Albania - American Samoa - Andorra - Argentina - Australia - Austria - Azerbaijan - Bahamas - Bahrain - Belarus - Belgium - Bolivia - Bosnia and Herzegovina - Botswana - Brazil - Brunei - Bulgaria - Burkina Faso - Cameroon - Canada - Cayman Islands - Central African Republic - Chad - Chile - Colombia - Congo, Republic of the - Costa Rica - Cote d’Ivoire (Ivory Coast) - Croatia - Cyprus - Czechia - Denmark - Egypt - Equatorial Guinea - Estonia - Eswatini - Falkland Islands (Islas Malvinas) - Finland - France - French Guiana - Gabon - Germany - Gibraltar - Greece - Guadeloupe - Guam - Hong Kong - Hungary - Iceland - India - Indonesia - Iraq - Ireland - Isle of Man - Israel - Italy - Japan - Jordan - Kazakhstan - Kenya - Kosovo - Kuwait - Latvia - Lebanon - Lesotho - Libya - Liechtenstein - Lithuania - Luxembourg - Macau - Malaysia - Malta - Martinique - Mauritania - Mauritius - Mayotte - Mexico - Moldova, Republic of - Monaco - Montenegro - Morocco - Mozambique - Namibia - Netherlands - New Zealand - Nigeria - North Macedonia - Norway - Oman - Panama - Paraguay - Peru - Philippines - Poland - Portugal (Azores, Madeira) - Puerto Rico - Qatar - Reunion Island - Romania - Russia - Saint Barthélemy - Saint Helena - San Marino - Sao Tome and Principe - Saudi Arabia - Serbia - Singapore - Slovakia - Slovenia - South Africa - Spain - Sweden - Switzerland - Sweden - Switzerland - Taiwan - Thailand - Tunisia - Türkiye - Ukraine - United Arab Emirates - United Kingdom (UK) - Uruguay - USA - Vatican City - Venezuela - Vietnam - Virgin Islands (USA) - Zambia - Zimbabwe ### Low Coverage Countries Low coverage areas provide minimum map coverage. These countries are missing routes or traffic information required for accurate point-to-point travel predictions. - Angola - Bangladesh - Cambodia - Dominican Republic - Ethiopia - Faroe Islands - Ghana - Guatemala - Guernsey - Jersey - Malawi - Myanmar - Norfolk Island - Senegal - Seychelles - Sri Lanka - Svalbard and Jan Mayen Islands - Tanzania, United Republic of - Uganda - West Bank territory (and Gaza) - Western Sahara <!-- document id=78128a6371776d013b277f715a7cfec50bc7b185ef2f4fa6b6612b287bf9396d url=/admin/current/en-us/service/264-0-0/pfs_rule_violation_analytics_set_up.md --> # Set Up Rule Violation Analytics for Field Service (Beta) Enable Rule Violation Analytics and learn about its limitations and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d89640e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89640e78 ">To enable Rule Violation Analytics:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89640e78 ">Field Service and Data 360 are enabled</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you enable Rule Violation Analytics, make sure that you meet these requirements. - Field Service is enabled. - All Enhanced Scheduling and Optimization requirements are met. - Enhanced Scheduling and Optimization is enabled. - Data 360 is enabled. - Data Cloud Home Org for Field Service is enabled. 1. For this beta feature, you must enable beta connectors to unify your data within Data 360. 1. From Setup, in the Quick Find box, enter Data Cloud, and then select **Feature Manager**. 2. Under Available Features, find **Connectors (Beta)** and click **Enable**. 2. Enable data ingestion from Enhanced Scheduling and Optimization. 1. From Setup, in the Quick Find box, enter Salesforce Go, and then search for **Data Cloud Home Org for Field Service**. 2. In the Complete the Basic Steps section, turn on **Ingest Data from Enhanced Scheduling & Optimization**. ## Rule Violation Analytics Limitations and Considerations Review the limitations and considerations of Rule Violation Analytics. - Rule Violation Analytics doesn’t support operations related to unscheduling and bulk scheduling. - The data ingestion interval for rule violations into Data 360 is non-configurable and occurs approximately every hour. - Rule Violation Analytics data retention follows the standard Data 360 retention policies. - Rule Violation Analytics can be turned off after being enabled through Salesforce Go. However, once it’s turned off, you can't re-enable it. #### See Also - [Discover and Set Up Field Service Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=service.fs_setup_landing_build.htm&release=264.0.0&type=5 "Explore, set up and configure, and monitor usage of Field Service features in one streamlined setup location.") - [Schedule Smarter, Not Harder with Enhanced Optimization Insights](https://help.salesforce.com/s/articleView?id=service.fs_es_insights_setup.htm&language=en_US) - [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&language=en_US) - [Data to Decisions: Data 360 and Tableau Next](https://help.salesforce.com/s/articleView?id=data.c360_a_datacloud_tableaunext.htm&language=en_US) - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&release=264.0.0&type=5 "Learn about the Enhanced Scheduling and Optimization limits and limitations.") <!-- document id=4ea1dc89d14df0c4075699f78fe03a781b7f76cb9e103cf81fb64655e76b406a url=/admin/current/en-us/service/264-0-0/console2_setting_up_salesconsole.md --> # Set Up Sales Console in Salesforce Classic To enable a console for the first time, contact Salesforce then assign users the correct permission set license and user permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6995e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6995e41 ">To assign permission set licenses:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6995e41 ">Manage Internal Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6995e41 ">To create a Salesforce Console for Sales:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6995e41 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Sales Console</p> </td> </tr> </tbody> </table> 1. To have the console for sales enabled for your Salesforce org, contact Salesforce. 2. [Customize highlight panels for all objects](https://help.salesforce.com/s/articleView?id=service.customize_layoutcustomize_highlights_panel.htm&release=264.0.0&type=5 "The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps users see key information at a glance.") and [turn them on](https://help.salesforce.com/s/articleView?id=service.customize_layoutcustomize_highlights_panel.htm&release=264.0.0&type=5 "The highlights panel is a customizable table of up to four columns at the top of every primary tab in a console. It helps users see key information at a glance."). 3. By default, your org has the “Sales Console User” permission set license. Assign this permission set license to users. The steps are the same as assigning any permission set license. 4. [Assign the Salesforce Console User Permission Set to Sales Console Users](https://help.salesforce.com/s/articleView?id=service.console2_enable_sales_console_perm.htm&release=264.0.0&type=5 "After you’ve assigned the “Sales Console User” permission set license to users, assign users to the “Salesforce Console User” permission set."). 5. Optionally, for sales reps: - [Brand your console](https://help.salesforce.com/s/articleView?id=service.console2_components_color.htm&release=264.0.0&type=5 "You can brand a console by adding a custom logo to its header and specifying colors for its header, footer, and primary tabs."). - [Choose how pinned lists display](https://help.salesforce.com/s/articleView?id=service.console2_list_display.htm&release=264.0.0&type=5 "Administrators can change how lists appear to console users."). - [Allow domains](https://help.salesforce.com/s/articleView?id=service.console2_allowed_domains.htm&release=264.0.0&type=5 "Salesforce admins can let console users access domains outside of Salesforce. For example, you can add www.example.com to a console’s allowlist so that console users can access that domain."). - [Customize push notifications](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications.htm&release=264.0.0&type=5 "Administrators can set up push notifications in a console so that users can see when a record they’re working on has been changed by others."). - [Customize keyboard shortcuts](https://help.salesforce.com/s/articleView?id=service.console2_setup_keyboard_shortcuts.htm&release=264.0.0&type=5 "Create or customize keyboard shortcuts so that users can quickly perform actions by pressing keys instead of having to use a mouse."). - [Turn on the Knowledge Sidebar](https://help.salesforce.com/s/articleView?id=service.console2_setup_knowledge.htm&release=264.0.0&type=5 "If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases can automatically see relevant knowledge articles that can help them close cases faster."). - [Set up interaction logs](https://help.salesforce.com/s/articleView?id=service.console2_setup_log.htm&release=264.0.0&type=5 "An interaction log lets Salesforce console users write notes on records that appear on primary tabs.") and [assign them to user profiles](https://help.salesforce.com/s/articleView?id=service.console2_log_assign.htm&release=264.0.0&type=5 "After you set up or customize interaction logs, you can assign them to different user profiles."). 6. [Create a console app and assign it to user profiles.](https://help.salesforce.com/s/articleView?id=service.console2_define_app.htm&release=264.0.0&type=5 "To create a console, administrators must create a console app.") ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To add third-party integrations, or expand console customizations to new levels, advanced Salesforce admins and developers can create console components, or use code with an API named the Salesforce Console Integration Toolkit. #### See Also - [Salesforce Console Implementation Tips](https://help.salesforce.com/s/articleView?id=service.console2_impl_tips.htm&release=264.0.0&type=5 "Review these tips to make sure that you’re getting the most out of your console implementation.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") - [Lightning Sales Console](https://help.salesforce.com/s/articleView?id=service.console_lex_sales_intro.htm&release=264.0.0&type=5 "The Lightning Sales Console is a standard Salesforce Lightning app that gives you all your sales tools at your fingertips to prospect leads, close deals, and manage relationships.") <!-- document id=72bbdabfca0cb4590e3e9683cef7d9f83928d8551c583aa0885d277adba4af0a url=/admin/current/en-us/service/264-0-0/it_srvce_msteams_cnfig_fulfilerhub_app.md --> # Set Up Salesforce IT Desk in Teams Configure Salesforce IT Desk in Microsoft Teams to allow IT teams to manage tickets, interact with AI assistants, and collaborate with experts through swarming directly within the Teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85317e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85317e72 ">To set up Microsoft Teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85317e72 ">MicrosoftGraphAccess permission set</td> </tr> </tbody> </table> ## Enable Salesforce IT Desk Activate the Salesforce IT Desk to enable collaboration and swarming in Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. On the Turn on Salesforce IT Desk card, set the toggle to Active. ## Install Salesforce IT Desk App on Teams Install the Salesforce IT Desk app to allow IT teams to serve employee requests and swarm with experts directly from Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. Install Salesforce IT Desk App on Teams card, select **Go to Microsoft Marketplace**. 5. Download and install the Salesforce IT Desk app from [Microsoft Marketplace](https://marketplace.microsoft.com/en-us/product/teams-app/WA200009869?tab=Overview). 6. Add Salesforce IT Desk to your Microsoft Teams. 1. In Microsoft Teams, on the left navigation bar, click **Apps**. 2. Search for and select the **Salesforce IT Desk**. 3. Select **Get it now** to install the app. ## Assign Salesforce IT Desk Permissions to a User Assign the required permissions to the users of the Salesforce IT Desk app in Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. On the Set Up Salesforce IT Desk, under Manage User Access, select **Manage**. 5. In the Manage Microsoft Teams for Employee Service User Access window, select the **Microsoft Teams for IT Services** tab. 6. In the user list, select the checkbox for each user you want to assign the permission set to. 7. Select the **MicrosoftGraphAccess** tab and select the checkbox for the same user. 8. Select **Done**. ## Configure Microsoft Teams as Collaboration Tool for Swarming Configure Microsoft Teams as the primary swarming platform to allow experts to collaborate and resolve issues. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. On the Set Teams as Collaboration Tool for Swarming card, select **Go to Feature page**. 5. Configure swarming settings to allow your IT team to swarm in Teams. See [Configure Swarming Settings](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&type=5&language=en_US). 6. On the Swarming setup page, select Teams as your collaboration tool. ## Configure Agentforce for IT Services in Microsoft Teams Configure Agentforce for IT Services in Microsoft Teams by creating a fulfiller agent from the Agentforce Service Agent or Agentforce Employee Agent template. This setup enables IT team to handle service requests and employee queries directly within the Teams interface. Create a fulfiller agent from the Agentforce Service Agent or Agentforce Employee Agent template, or both. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). ## Set Up Configuration Items for MS Teams Set up the CI Hub interface to provide your team with the permissions and licenses required to manage integration, configuration data, and CMDB operations in Microsoft Teams. Set Up Configuration Items for MS Teams, see [Plan and Prepare for your CMDB Implementation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_plan_prepare.htm&type=5&language=en_US). <!-- document id=59b0c5f7a36f2b41b0e5715c93f7f5bd152146c28e2c352e9263405d19aba33d url=/admin/current/en-us/service/264-0-0/it_srvcs_config_lwr.md --> # Set Up Salesforce IT Service in Microsoft Teams with an LWR Template Connect your Lightning Web Runtime (LWR) site to the Lightning Out 2.0 app. Configure site access and security, and publish the site to give employees access to Salesforce IT Service in Microsoft Teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86796e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86796e74 ">To configure Microsoft Teams and the Lightning Out 2.0 app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86796e74 ">Salesforce administrator</td> </tr> </tbody> </table> 1. Turn on the Microsoft Teams to provision the Lightning Out 2.0 app. 1. From Setup, in the Quick Find box, enter Salesforce Go, and then select **Salesforce Go**. 2. Find and select **Microsoft Teams for Employees and Fulfillers**. 3. Turn on Microsoft Teams for Employees and Fulfillers. Turning on this feature deploys the default tabs (Tickets, Approvals, Service Catalog, My Assets, and Employee Enablement) and creates the Lightning Out 2.0 app in the background. 4. Turn on Employee Service to help employees create and manage tickets from Microsoft Teams. 2. Create an Experience Cloud site by using the Lightning Out (LWR) template. 1. From Setup, in the Quick Find box, enter Digital Experiences, and then select **All Sites**. 2. Click **New**. 3. Select the **Lightning Out (LWR)** template. Use the Lightning Out (LWR) template to render Salesforce IT Service lightning web components directly in an LWR site. 4. On the Lightning Out (LWR) template page, click **Get Started**. 5. Enter a name and a URL suffix for the site, and then click **Create**. Use the URL suffix lwrPortal. 3. Add the employees who need access as members of the site. 1. Select **Administration** for the site. 2. Select **Members**, and add the profiles or permission sets for users who access the site. 3. Save your changes. 4. Allow employees to log in directly to the site. 1. In the Administration settings, select **Login & Registration**. 2. Select **Allow employees to log in directly to an Experience Cloud site**. 3. Save your changes. 5. Configure security and privacy settings for an LWR site in Microsoft Teams. 1. Open your LWR site in Experience Builder. 2. Go to **Settings** > **General** and confirm that the site uses the Lightning Out (LWR) template. 3. Select **Security & Privacy**. 4. For Clickjack Protection Level, select **Allow framing of site pages on external domains (Good protection)**. 5. Under Trusted Domains for Inline Framing, click **Add Trusted Domain**. 6. Enter a Microsoft Teams origin URL that users access the site from, such as https://teams.cloud.microsoft, https://teams.microsoft.com, or your production URL, and click **Add Trusted Domain**. URLs must begin with https:// or wss://, and spaces must be encoded as %20. 7. Repeat steps **e** and **f** for all Microsoft Teams origin URLs that users access. 8. Under Content Security Policy (CSP), set Security Level to **Strict CSP: Block Access to Inline Scripts and Permit Access to Allowed Hosts (Recommended)**. 9. Confirm that Lightning Web Security remains enabled to isolate components in different namespaces. 10. Under Trusted Sites for Scripts, add any third-party script hosts. 11. From Setup, in the Quick Find box, enter Trusted URLs, and then select **Trusted URLs**. 12. Add hosts for other external resources, such as images, videos, and stylesheets. 13. Review CSP Errors for resources blocked within the past 30 days and resolve any conflicts until the section indicates that the site is issue-free. 6. Confirm that the Salesforce IT Service components are added to the Lightning Out 2.0 app. 1. From Setup, in the Quick Find box, enter Lightning Out, and then select **Lightning Out 2.0 App Manager**. 2. For the TEAMS\_LO2\_LWR\_APP app, click the dropdown arrow, and then select **Edit App**. 3. On the App Components tab, confirm that the Lightning web components for the IT Service experience (Service Catalog, My Assets, Employee Enablement, and Tickets) are listed. 4. To add a component, enter its name in the Add Component field, and then click **Add Component**. 7. Link the LWR site to the Lightning Out 2.0 app. 1. On the Edit Lightning Out 2.0 App page, select **Linked Communities Site** tab. 2. Select the Lightning Out (LWR) site that you created. 3. Save your changes. 8. Publish the site. 1. Go to Experience Builder for your LWR site. 2. Click **Publish**. 3. Wait for the confirmation email indicating the site is published. <!-- document id=ae23b2af4271ff2605f87c8c960d9c1c5f9fd955409dab40919518b56a0038bb url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_config_emplye_srvcs_app.md --> # Set Up Salesforce IT Service in Microsoft Teams with Aura Template Set up Salesforce IT Service for Microsoft Teams on a site built from the Aura Experience Cloud template. Configure user access, Agentforce, and service catalogs so that employees can create and track IT tickets, request services, and get AI assistance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61015e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61015e74 ">To set up Microsoft Teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61015e74 ">MicrosoftGraphAccess permission set</td> </tr> </tbody> </table> ## Enable Salesforce IT Service Activate the Salesforce IT Service app to help employees create and manage tickets on their own from Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. On the Turn on Salesforce IT Service card, set the toggle to Active. ## Install the Salesforce IT Service App Install the Salesforce IT Service app to allow employees create and manage tickets directly from Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. Install Salesforce IT Desk Service App on Teams card, select **Go to Microsoft Marketplace**. 5. Download and install the Salesforce IT Service app from [Microsoft Marketplace](https://marketplace.microsoft.com/en-us/product/WA200009838). 6. Add Salesforce IT Service to your Microsoft Teams. 1. In Microsoft Teams, on the left navigation bar, click **Apps**. 2. Search for and select the **Salesforce IT Service**. 3. Select **Get it now** to install the app. ## Assign Salesforce IT Service Permissions to a User Assign the required permissions to employee users in Microsoft Teams. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. On the Set Up Salesforce IT Service, under Manage User Access, select **Manage**. 5. In the Manage Microsoft Teams for Employee Service User Access window, select the **Teams for Employee** tab. 6. In the user list, select the checkbox for each user you want to assign the permission set to. 7. Select **Done**. ## Select a Digital Experience Site Select the digital experience site to link with Microsoft Teams for cross-platform collaboration and data sharing. 1. From Setup menu, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, select **View All Features**. 3. On the Microsoft Teams for Employee Service card, select **Keep Going**. 4. In the Select a Digital Experience Site section, select your preferred portal from the dropdown list. ## Configure Agentforce for IT Services in Microsoft Teams Create a messaging channel, configure user verification, and deploy the embedded service. Create an employee agent from the Agentforce Employee Agent template. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). 1. Create a Messaging Channel to enable agent communication. 1. From **Setup**, in the Quick Find box, find and select **Messaging Settings**. 2. Turn on **Messaging**. 3. Click **New Channel**. 4. Click **Start**. 5. In the Add a Channel window, select **Enhanced Chat**. 6. In the Name your channel window, for the Channel Name field, enter teams agentforce channel. 7. In the Name your channel window, for the Developer Name field, enter teams\_agentforce\_channel . 8. In the Name your channel window, select the Deployment Type as **Web**. 9. In the Name your channel window, for the Domain field, enter your portal web address. 10. Click **Next**. 11. For the Routing Type, select **Agentforce Employee Agent** from the dropdown list. 12. From the Add a Channel window, in the Channel Routing section, select **Omni-Flow** from the Routing Type drop-down. 13. In the Flow Definition field, search for and select a flow to route to an Agentforce agent. For example, Route to Agentforce Employee Agent. 14. In the Fallback Queue field, select a queue to handle messages. For example, chat\_queue. 15. Click **Save**. 16. For the Agentforce Employee Agent, select **Employee Agent**. 17. For the Fallback Queue, select **chatqueue**. 18. Click **Save**. 19. Select checkbox for **Add User Verification**. 20. Click **Save**. 2. Configure user verification. 1. From **Setup**, in the Quick Find box, find and select **Enhanced Chat User Verification**. 2. From the JSON Web Keyset, click **New Keyset**. 3. In the New Keyset window, for the Name field, enter teams agentforce keyset. 4. In the New Keyset window, for the API Name field, enter teams\_agentforce\_keyset. 5. In the New Keyset window, for the JSON Web Keys Issuer field, enter the URL of your site. 6. In the New Keyset window, select the type as **Endpoint**. 7. In the New Keyset window, for the Keys field, enter the endpoint URL. For example, enter your org url/id/keys. 8. Click **Save**. 9. Go to the **Messaging Settings** page and select the channel **teams\_agentforce\_channel** that you created. 10. Scroll down to the User Verification section and click **New**. 11. In the Add User Verification Configuration window, for the keyset field, select **teams agentforce keyset** from the dropdown list. 12. In the Add User Verification Configuration window, enter a configuration name. 13. Click **Save**. 3. Deploy the embedded service. 1. From **Setup**, in the Quick Find box, find and select **Embedded Service Deployments**. 2. On the Embedded Service, click **New Deployment**. 3. On New Embedded Service deployment, select **Enhanced Chat**. 4. Click **Next**. 5. From the New Embedded Service deployment, select **Custom Client**. 6. From the New Embedded Service deployment, for the Embedded Service Deployment Name field, enter teams agentforce. 7. From the New Embedded Service deployment, for the API Name field, enter Teams\_AgentForce. 8. From the New Embedded Service deployment, select the messaging channel as **teams\_agentforce\_channel**. 9. Click **Save**. 10. On the Embedded Service Deployment Settings, click **Publish**. ## Configure Multiple Service Catalogs for Employees in MS Teams Configure multiple service catalogs for the Salesforce IT Service app to link the service catalogs with Microsoft Teams. After you link the service catalogs, employees can browse and request various IT services including hardware, software, and facilities directly from Teams. Before you begin, complete the [Salesforce and Microsoft Teams connection setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_cnct_sf_and_teams.htm&release=264.0.0&type=5 "Streamline the Salesforce and Microsoft Teams integration by automatically installing the authentication components. Create a Microsoft Entra ID application, configure the generated named credential, and obtain Azure administrator consent.") and [Create Your Service Catalog](https://help.salesforce.com/s/articleView?id=service.esc_get_started_with_employee_service_catalog.htm&type=5&language=en_US). 1. From Setup, go to **Salesforce Go** > **Feature Sets**. 2. On the Deliver IT Services Across Channels card, click **View All Features**. 3. On the Microsoft Teams for Employee Service card, click **Set Up**. 4. In the Unlock Advanced Functionality section, for the Service Catalog Name field, select one or more service catalogs. To make services available to employees via the app in Teams, make sure that appropriate service catalogs exist. If no catalogs are available, first create a catalog and its related services. 5. Save your changes. ## Configure Employee Enablement in MS Teams Employees can access training materials and HR programs in Microsoft Teams. This setup displays enablement content and integrates it into Teams. Complete the standard HR services and enablement program setup in your org. See [Employee Enablement Program Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup.htm&type=5&language=en_US). <!-- document id=c2538b8edb3f74fb52ce4078426232a9915e4e0623aaa9a42dd2cd8db11f4d20 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_sf_it_srvc_msteams.md --> # Set Up Salesforce IT Service in Teams Set up Agentforce IT Service with an Aura or Lightning Web Runtime (LWR) Experience Cloud template to give your employees access to IT services in Microsoft Teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Salesforce IT Service in Microsoft Teams with Aura Template](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&release=264.0.0&type=5)** Set up Salesforce IT Service for Microsoft Teams on a site built from the Aura Experience Cloud template. Configure user access, Agentforce, and service catalogs so that employees can create and track IT tickets, request services, and get AI assistance. - **[Set Up Salesforce IT Service in Microsoft Teams with an LWR Template](https://help.salesforce.com/s/articleView?id=service.it_srvcs_config_lwr.htm&release=264.0.0&type=5)** Connect your Lightning Web Runtime (LWR) site to the Lightning Out 2.0 app. Configure site access and security, and publish the site to give employees access to Salesforce IT Service in Microsoft Teams. <!-- document id=a39d0b81acc88569227047f612b44dc2fd75b0853f5facd35ed40343c0609dde url=/admin/current/en-us/service/264-0-0/fs_sflabs_dashboards.md --> # Set Up Salesforce Labs Field Service Dashboards Download a free package of Field Service dashboards and reports from Salesforce Labs AppExchange. Use these optional dashboards to create customized reports and dashboards for your field service operation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Salesforce Labs apps are free to use, but aren’t official Salesforce products and are considered community projects. These apps aren’t officially tested or documented. For help on any Salesforce Labs app, consult the [Salesforce Trailblazer Community](https://trailhead.salesforce.com/trailblazer-community/feed). Salesforce Customer Support isn’t available for these applications. The package easily installs three standard dashboards that chart objects in your Field Service org. It’s a good starting point for customizing performance and management dashboards that you can reconfigure and modify as needed. Some of metrics tracked include: - Number of completed appointments by a resource - Management by territory and utility - Total hours worked by resource - Number of maintenance plan checkins - Resource capacity by territory - Upcoming priority appointments - Total number of completed appointments by week - Products consumed by work orders - Average appointment and travel times ## System Administrator Dashboard ![System Admins dashboard with multiple panels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_labs_dashboard_sysadmin.png) This dashboard displays metrics - such as products needed and consumed, and overall performance for each type of work. ## Inventory Manager Dashboard ![Inventory Manager dashboard with multiple panels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_labs_dashboard_inventorymgr.png) This dashboard displays information on how products are consumed and used, and by work order types. ## Service Manager Dashboard ![Service Manager dashboard with multiple panels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_labs_dashboard_servicemgr.png) This dashboard focuses on the work performance of resources and additional work order metrics. ## Download To download the dashboards, click **Get It Now** on the the Field Service Dashboards page on [AppExchange](https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EJZOvUAP). #### See Also - [AppExchange: Installing Packages](https://developer.salesforce.com/docs/atlas.en-us.appExchangeInstallGuide.meta/appExchangeInstallGuide/appexchange_install_installation.htm) - [Reports and Dashboards](https://help.salesforce.com/s/articleView?id=analytics.analytics_overview.htm&type=5&language=en_US) <!-- document id=6f7aaec421f72befc1698fb212d2c1941831bba2b73f32b1aa30b08b2a9721ea url=/admin/current/en-us/service/264-0-0/afcc_sv_setup.md --> # Set Up Salesforce Voice Get up and running with Salesforce Voice in Agentforce Contact Center. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Considerations](https://help.salesforce.com/s/articleView?id=service.afcc_sv_begin.htm&release=264.0.0&type=5)** Check out a few do’s and don'ts before you start using Salesforce Voice and Salesforce Voice with Telephony Providers (formerly known as Service Cloud Voice). - **[Network Requirements for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_network_reqs.htm&release=264.0.0&type=5)** Agentforce Contact Center Voice sends call audio over a relay connection with no fallback path. A restrictive firewall, proxy, or VPN can block the audio path and cause error E-1002. - **[Assign Permission Sets for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5)** Use permission sets to control access to your Agentforce Contact Center. - **[Provision a New Phone Number in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5)** Claim a number to make and receive calls from the Agentforce Contact Center. - **[Port a Voice Number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_port_number.htm&release=264.0.0&type=5)** Transfer existing US and Canadian long code or toll-free numbers to seamlessly manage your voice communications. Submit a formal port-in request with the required authorization documents to initiate the transfer process. Track the status of your numbers through automated notifications, from initial submission to final activation. - **[Create a PSTN Voice Channel in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5)** Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number. - **[Set Number as Default Caller Line Identifier](https://help.salesforce.com/s/articleView?id=service.afcc_sv_set_cli.htm&release=264.0.0&type=5)** Set a 10-digit long code or toll-free number that supports outbound calling as your default Caller Line Identification (CLI) number. The CLI number must be associated with a voice channel. - **[Manage Voice Channel Details in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_edit_channel.htm&release=264.0.0&type=5)** Update your call and routing settings at any time. - **[Create an SMS Channel in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_sms_channel.htm&release=264.0.0&type=5)** Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number. - **[Connect to WhatsApp Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_voice.htm&release=264.0.0&type=5)** Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp. - **[Add AI Agents to your Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_iva.htm&release=264.0.0&type=5)** Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center. - **[Add IVR to Your Omni-Channel Flow in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_add_ivr.htm&release=264.0.0&type=5)** Manage the high volume of inbound calls and automate responses to repetitive inquiries with Interactive Voice Response (IVR). IVR lets your callers use self-service options for simple tasks like making appointments, checking balances, or resetting passwords. - **[Manage Media in Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_media.htm&release=264.0.0&type=5)** Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage. - **[Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5)** Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions. - **[Configure Speech-to-Text Model](https://help.salesforce.com/s/articleView?id=service.afcc_sv_speech_to_text_model.htm&release=264.0.0&type=5)** The speech-to-text model determines how spoken audio is processed and transcribed during voice interactions. - **[Configure Recording and Transcription Behavior in a Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_recording_flow.htm&release=264.0.0&type=5)** Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs. - **[Manage a Recording](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_a_recording.htm&release=264.0.0&type=5)** Download or delete a call recording. - **[Get E911 Compliant](https://help.salesforce.com/s/articleView?id=service.afcc_sv_e911_compliance.htm&release=264.0.0&type=5)** Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction. <!-- document id=5f7527c9d087166ff261e6cb7eba79aa21524da02f079b9865fd6a303a7a8327 url=/admin/current/en-us/service/264-0-0/voice_setup.md --> # Set Up Salesforce Voice Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Salesforce Voice with Telephony Providers comes in several flavors. Salesforce Voice with Amazon Connect leverages the power of Amazon Connect telephony to give service reps, supervisors, and customers a seamless service experience. If you have an Amazon Connect instance or want to manage your Amazon Web Services account, Salesforce Voice with Partner Telephony from Amazon Connect lets you integrate your Amazon Connect instance with Salesforce Voice. And Salesforce Voice with Partner Telephony lets you create a Salesforce Voice contact center that uses a telephony provider of your choice. - **[Setup Prerequisites](https://help.salesforce.com/s/articleView?id=service.voice_setup_prereqs.htm&release=264.0.0&type=5)** Before you set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), complete these prerequisites. - **[Set Up Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_turn_on_parent.htm&release=264.0.0&type=5)** Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources. - **[Set Up Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup.htm&release=264.0.0&type=5)** Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) lets you create a Salesforce Voice contact center that uses a telephony provider of your choice. Before you start, review the prerequisites, limitations, and planning resources. - **[Set Up Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_setup.htm&release=264.0.0&type=5)** You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources. - **[Set Up External ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&release=264.0.0&type=5)** For additional security, you can generate a unique external ID for your AWS account. When you enable an external ID, Salesforce Voice (formerly Service Cloud Voice) can assume all cross-account management roles, including the provisioning role if used, and perform contact center admin actions in your AWS account only after external ID validation. - **[Salesforce Voice License Transition and Mixed License Options](https://help.salesforce.com/s/articleView?id=service.voice_mixed_license.htm&release=264.0.0&type=5)** Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license. - **[Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5)** To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces. - **[Add a Voice Channel to a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_add_voice_to_messaging_contact_center.htm&release=264.0.0&type=5)** After you set up a partner contact center with Messaging channel support for Bring Your Own Channel for CCaaS, you can add a Salesforce Voice channel to the contact center. - **[Salesforce Contact Center with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_scc_overview.htm&release=264.0.0&type=5)** You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features. - **[Best Practices for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_call_best_practices.htm&release=264.0.0&type=5)** To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). <!-- document id=aa6673e6cf773a0ff990ad2a3b4265f9d8ff78d2453682759063928b18e32e6b url=/admin/current/en-us/service/264-0-0/voice_turn_on_parent.md --> # Set Up Salesforce Voice with Amazon Connect Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. **[Turn On Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_enable.htm&release=264.0.0&type=5)** When you turn on Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance. 2. **[Confirm Your Tax Registration Number](https://help.salesforce.com/s/articleView?id=service.voice_setup_confirm_tax_registration.htm&release=264.0.0&type=5)** After your Amazon Web Services subaccount is created, confirm your company’s tax registration number for the subaccount. 3. **[Create Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&release=264.0.0&type=5)** Set up your contact center for Salesforce Voice with Amazon Connect. When you create a contact center in Voice, Salesforce creates an Amazon Connect instance and an external client app. Single sign-on (SSO) for the contact center is handled by the external client app. 4. **[Update AWS Root Email Address](https://help.salesforce.com/s/articleView?id=service.voice_update_aws_email.htm&release=264.0.0&type=5)** Update your root email address by directly logging in to the AWS console as a root user. When a root email address has changed, and you still have access to the AWS console through your previous root email address, you can update your email address from the AWS console. 5. **[Update AWS Primary Phone Number](https://help.salesforce.com/s/articleView?id=service.voice_update_aws_phone.htm&release=264.0.0&type=5)** Update your primary phone number by directly logging in to the AWS console as a root user. <!-- document id=096fa0d4b012437986e793c87515abcb4603c268ef40923e1953348e6417e66f url=/admin/current/en-us/service/264-0-0/voice_pt_setup.md --> # Set Up Salesforce Voice with Partner Telephony Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) lets you create a Salesforce Voice contact center that uses a telephony provider of your choice. Before you start, review the prerequisites, limitations, and planning resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Turn on Salesforce Voice with Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_turn_on.htm&release=264.0.0&type=5)** Enable Voice for your org. - **[Install Your Telephony Provider’s Managed Package](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_install_package.htm&release=264.0.0&type=5)** Most Voice telephony partners provide a managed package that contains the metadata to connect Voice with the partner’s system. Download the package from AppExchange or ask your telephony provider for the installation URL. - **[Create Your Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_create_cc.htm&release=264.0.0&type=5)** After you install your partner telephony provider or Contact Center as a Service (CCaaS) provider’s managed package from AppExchange, you can create your Salesforce Voice (formerly Service Cloud Voice) contact center. Depending on your partner provider, you may need to create an XML contact center definition file and import it into Voice. Use the sample contact center definition file as a model, and check with your provider for additional vendor-specific configuration information. #### See Also - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") <!-- document id=9bd16ca6053b1741e634538f1c48736bfd3e5b6f19b7d77ac07e5c8cc7b93686 url=/admin/current/en-us/service/264-0-0/fs_es_insights_setup.md --> # Set Up Scheduling and Optimization Insights Install and configure the Scheduling and Optimization Insights app to get real-time visibility into the usage, performance, and business outcomes of automated scheduling. In Setup, click **Salesforce Go** at the top of the Setup menu. Then, search for `Field Service`. Click the **Enhanced Scheduling & Optimization for Home Org** tile. ## Prepare to Install For optimal data analysis, make sure all Data Cloud requirements are met before proceeding with the app installation. - Service Data Kit: Install or update to version 7.0. - Data Space Setup: Create data streams in your designated data space by using the Service, Field Service Related, and Field Service Core Data Bundles. - Managed Package Objects: Make sure that data stream creation is complete for all Salesforce Field Service managed package objects. ## Assign User Permissions To ensure the right team members have access, click **Manage**. - **Select a Permission Set**: Choose between Tableau Next Limited Consumer (for read-only access to freemium apps) or Data Cloud User. - **Filter and Find**: Use the Users filter to view "All" users or those already "Assigned." - **Grant Access**: Select the checkbox next to the user’s name and click **Assign**. Keep an eye on your license count. The dashboard shows exactly how many seats you have available versus assigned. ## Install Field Service Scheduling & Optimization Insights Under Install Field Service Scheduling & Optimization Insights, click **Manage**. - Set up Data Cloud: - **Data Space**: Select the data space for your app. - **Standard Rates & Factors**: Enter your organization-level constants. - **Average Technician Hourly Pay Rate** (required): The fully burdened hourly cost (salary + benefits) of a field resource. Used to calculate the monetary value of technician hours saved. - **Average Distance Cost Per Unit** (required): The average cost of fuel and maintenance per unit of distance (for example, cost per mile or kilometer). - **Average Fuel Efficiency** (required): The average miles per gallon or Kilometers per Liter across your service vehicle fleet. - Enter details about the install: - **App Name**: Provide a unique name for this installation instance. - **Description**: Add details such as the installation date, version, or intended business unit. - **Log Level**: Adjust the level of details to include more information. <!-- document id=96b68a26d8b332e0df2cbbf670d88be5d66b4f20e560ce9fdf487a2e9d8cfa83 url=/admin/current/en-us/service/264-0-0/messaging_components_wa_payment_flow.md --> # Set Up Screen Flow to Send WhatsApp Payment Requests in Messaging Sessions Set up a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_wa_payment_flow__d728e1233"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_wa_payment_flow__d728e1233" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d129138e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129138e95 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129138e95 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d129138e95 ">To create or edit a console app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d129138e95 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND View Setup and Configuration </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The [Apex classes created](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_pay_create_apex.htm&release=264.0.0&type=5 "On the Apex Classes page in Setup, create an Apex class to facilitate payment status processing.") as part of prerequisites can be used when creating a screen flow for WhatsApp Payment. During screen flow creation, store the output of these Apex classes in appropriate variables. 1. In Flow Builder, [create a screen flow](https://help.salesforce.com/s/articleView?id=service.messaging_create_wa_screen_flow.htm&release=264.0.0&type=5 "This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user.") that service reps can run to send a payment messaging component to customers in messaging sessions. 2. Add the flow to the Messaging Session page layout so service reps can run it during messaging sessions. See [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console."). 3. Send the component in enhanced WhatsApp. 1. During an active messaging session, in the Service Console, find the Flow component that’s linked to the question with options. 2. Run the flow that’s linked to your payment component. The admin configures the flow’s steps, start button label, and location, so it may look different from our example. ![FLow component showing a messaging component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_payment_6.png) 3. Insert the message and finish the flow. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send** in the message field. The component is sent to the customer and appears in the conversation transcript. ![Conversation transcript showing WhatsApp payment component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_wa_pay.png) 5. If a message indicates that the payment was not successful, service reps can try again by resending the payment component. Payment requests expire after 5 minutes. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example In this example flow, after a starting screen prompts the service rep to click **Next**, three Apex actions execute the payment line items, shipping methods, and payment totals Apex classes. A final screen inserts the payment messaging component into the message body to be sent by the rep. ![Sample flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_wa_pay_screen_flow.png) <!-- document id=d7728b366afdde35dd4a6807c1caa1373385b977fd9fce2cf5946c1f7b8ce3df url=/admin/current/en-us/service/264-0-0/omnichannel_secondary_routing_priority.md --> # Set Up Secondary Routing Priority Let your support reps tackle the right cases first with secondary routing priority. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44734e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44734e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44734e55 ">Customize Application</td> </tr> </tbody> </table> In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work could come in that is more urgent. For example, transferred work, an item that has been waiting on someone’s response, or work that is about to reach a service agreement deadline. You can shift an item to a different queue, but within that queue, it’s behind older items. Also, some queues might have the same priority. Secondary Routing Priority solves this problem by moving a work item forward in a queue over older items and resolving conflicts across queues for items with the same routing configuration priority. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When you enable secondary routing, existing work isn't reevaluated. Secondary routing applies to new work opened after this feature is enabled. 1. From Setup, enter Omni-Channel in the Quick Find box, then select **Omni-Channel Settings**. 2. Select **Enable Secondary Routing Priority**. ![Enable Secondary Routing Priority](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_secondary_routing_priority.png) You can now configure secondary routing priority mappings for each channel. 3. From Setup, enter Service Channels in the Quick Find box, then select **Service Channels**. 4. Edit an existing service channel or add a new one. 5. In the Secondary Routing Priority section, select a priority field. Then map field values to priorities. ![Set up Secondary Routing Priority](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_secondary_routing_priority_1.png) ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example To prioritize escalated cases first and new cases next, select **Status** as the priority field. Then set the Escalated field value to priority 1, and the New field value to priority 2. The highest priority is 0. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Secondary Routing Priority is not automatically updated for skills-based routed chat and messaging channels. To update the SecondaryRoutingPriority field on the PendingServiceRouting object, use the API. #### See Also - [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?") <!-- document id=3dcd1d7e008ac909740648af3a8e0c64a080e004a7b4dad7d8515220e00e4cd5 url=/admin/current/en-us/service/264-0-0/service_set_up_self_learning_knowledge.md --> # Set Up Self Learning Knowledge Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, <strong>Developer</strong>, and <strong>Agentforce 1</strong> Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3445e77">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 ">To install Self Learning Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 "> <p>Customer Signals Intelligence Admin AND</p> <p>Tableau Next Admin AND</p> <p style="margin-bottom:0;">Data Cloud Architect permission set</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 ">To generate Knowledge articles with Self Learning Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 "> <p>Einstein Knowledge Creation AND</p> <p>View Setup AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 ">To assign knowledge permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3445e77 "> <p>Customize Application AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> Make sure that Customer Signals Intelligence is [successfully activated in your org](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&language=en_US). Without Customer Signals Intelligence activated, you can’t view or set up Self Learning Knowledge. Without cases activated as a standard channel in Customer Signals Intelligence, you can’t view or set up Self Learning Knowledge. You can’t change Self Learning Knowledge’s data setup origin point after initial configuration. We recommend using all applicable support channels to get the best insights from your data. Make sure that Einstein Work Summaries is [successfully activated in your org](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&language=en_US). Without Einstein Work Summaries activated, we can’t generate knowledge summaries to turn into knowledge articles. 1. From Setup, enter and select Customer Signals Intelligence. 2. In Set Up Self Learning Knowledge in Data Cloud, click **Install**. Self Learning Knowledge can take some time to install. You’ll get a notification after it’s done. 3. When you’ve finished installing Self Learning Knowledge, refresh the page, then turn on the **Turn on Self Learning Knowledge** toggle. 4. To set up custom prompt templates for your knowledge base, click **Go to Prompt Builder**. Connect the knowledge fields you’re using to the out-of-the-box Self Learning Knowledge prompt template, **SLK Knowledge Creation**. - **[Set Up Standard Channels for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_slk_standard_channels.htm&release=264.0.0&type=5)** Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation. - **[Execute a Data Transform for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_execute_data_transform_slk.htm&release=264.0.0&type=5)** Manually run a batch data transform after setting up Customer Signals Intelligence so Self Learning Knowledge always has the most up-to-date analytical insights. - **[Install Self Learning Knowledge Intelligence Analytics](https://help.salesforce.com/s/articleView?id=service.service_install_slk_intelligence_analytics.htm&release=264.0.0&type=5)** To view visualizations of your knowledge base and identify knowledge gaps, install the Self Learning Knowledge Intelligence Analytics app in Tableau Next. - **[Self-Learning Knowledge Dashboard](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_self_learning_knowledge_intelligence.htm&release=264.0.0&type=5)** Identify and close knowledge article gaps autonomously to improve customer support. Analyze historical service interactions to extract unique contact reasons and score your current documentation. Review the lowest Knowledge Coverage Scores to generate targeted recommendations. Use AI to create articles that directly answer underlying customer questions. - **[Generate a Knowledge Article Draft with Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_generate_knowledge_article_with_slk.htm&release=264.0.0&type=5)** Self Learning Knowledge gathers and analyzes detailed customer data from chat and case channels to learn about customer behavior and preferences. You can monitor and interpret knowledge gaps from Tableau Next dashboards. - **[Considerations and Limitations for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_self_learning_knowledge_considerations_limitations.htm&release=264.0.0&type=5)** Understand the considerations and limitations of Self Learning Knowledge. #### See Also - [_Salesforce Help_: Override a Standard Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_override_standard_template.htm&language=en_US) - [_Salesforce Help_: Set Up Standard Channels for Self Learning Knowledge](https://help.salesforce.com/s/articleView?id=service.service_set_up_slk_standard_channels.htm&language=en_US) <!-- document id=9469d4111fef91c583d794336535cb39529ea8468a76cebb1f3d075b0772dbcf url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_setup.md --> # Set Up Service AI Adoption and Analytics Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63446e58">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63446e58 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63446e58 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set for companion orgs</p> </td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63446e58 ">To install the Service AI Adoption and Analytics app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63446e58 ">Service AI Unified Analytics User permission set</td> </tr> </tbody> </table> Before starting these steps, make sure that you have: - Enabled and set up Data 360. For more information, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_product_considerations.htm&type=5&language=en_US). - The Einstein Unified Analytics permission set license provisioned in your org. From Setup, in the Quick Find box, enter Service AI Adoption and Analytics, and then select **Service AI Adoption and Analytics**. This setup page leads you through everything you must do for the successful installation of Service AI Adoption and Analytics. As you progress through these setup steps, refresh the page to update the steps that are complete. 1. **[Create a Data 360 Salesforce CRM Connection for Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_data_cloud_connect.htm&release=264.0.0&type=5)** Before installing the Feature Usage data kit and Service AI Adoption and Analytics, connect Data 360 to Agentforce Service (formerly Service Cloud). 2. **[Enable Service Cloud Features for Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_enable_service_features.htm&release=264.0.0&type=5)** For Service AI Adoption and Analytics to work as expected, turn on the specific Service Cloud AI features. 3. **[Install the Service Data Kit](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_install_service_data_kit.htm&release=264.0.0&type=5)** The Service data kit includes the Service data bundle based on your setup. These bundles provide the necessary data streams, data model objects, and data mappings for Service AI Adoption and Analytics. 4. **[Install the Feature Usage Data Kit for Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_install_feature_usage_data_kit.htm&release=264.0.0&type=5)** The Feature Usage data kit includes the necessary data streams, data model objects, and data mappings for Service AI Adoption and Analytics. 5. **[Publish Feature Usage Events to Data 360](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_publish_feature_usage_events.htm&release=264.0.0&type=5)** To send feature usage events to Data 360 from apps set up to send these events, turn on Feature Adoption Analytics. 6. **[Assign Admin Permission Sets](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_assign_admin_permission_sets.htm&release=264.0.0&type=5)** To install the Service AI Adoption and Analytics app, assign the correct permissions to the admin user. 7. **[Enable Einstein Generative AI Audit and Feedback](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_enable_audit_feedback.htm&release=264.0.0&type=5)** To ensure the Service AI Adoption and Analytics dashboard reports accurate ESAT KPI metrics, enable audit and feedback data in Einstein setup. Otherwise, these metrics might be incomplete or missing. 8. **[Install the Service AI Adoption and Analytics App](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_install_app.htm&release=264.0.0&type=5)** After your AI for Service Cloud data is ingested into Data 360 and Tableau Next is enabled, you’re ready to install the Service AI Adoption and Analytics app. 9. **[Assign Service AI Adoption and Analytics User Permissions](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_assign_user_permissions.htm&release=264.0.0&type=5)** Give users access to the Service AI Adoption and Analytics dashboard by assigning them the correct permissions. <!-- document id=b7b2f40c79141337d79fa5dd2ef80b32bc614049b702e9f249598fc55067cff7 url=/admin/current/en-us/service/264-0-0/pfs_service_appointment_lifecycle_set_up.md --> # Set Up Service Appointment Lifecycle Configure your Service Appointment Lifecycle settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35753e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35753e71 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35753e71 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35753e71 ">To configure Service Appointment Lifecycle:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35753e71 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you configure Service Appointment Lifecycle, make sure that you meet these requirements. - Field Service is enabled. - The Platform Integration User has the Manage Service Appointment Lifecycle and the View Service Appointment Lifecycle permissions. 1. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Settings**. Under the Service Appointment Lifecycle section, select **Track the lifecycle of service appointments**, and then save your changes. 2. Assign users the Field Service Dispatcher permission set. See [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&language=en_US). 3. Add the Service Appointment Lifecycle Lightning web component to the service appointment record page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you customized the layout of the service appointment record page, you must add the Service Appointment Lifecycle component. If you didn’t customize the layout, the component is available by default. 1. From the object management settings for service appointments, go to Lightning Record Pages. 2. Select the Lightning record page that you want to add the Service Appointment Lifecycle component to, and then click **Edit**. 3. In Lightning App Builder, from the Tabs component properties, add a tab and name it Service Appointment Lifecycle. See [Add and Customize Tabs](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_add_tabs.htm&language=en_US). 4. To add the Service Appointment Lifecycle component to a tab, select the tab on the canvas and then drop the component directly below it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Add a Service Appointment Lifecycle tab as described in this step. However, you can also drag the component to any location on the Lightning record page. 5. Save your work and activate the Lightning record page. Review these considerations for Service Appointment Lifecycle. - Service appointment lifecycle activity information is automatically deleted from the database after 30 days. - Each change is registered with the user who invoked it. This can be a dispatcher, a mobile worker, or an Agentforce agent. If an activity is a scheduled job, it’s registered with the System Administrator user who configured it. #### See Also - [Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&language=en_US) - [Manage Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.fs_manage_permissions.htm&language=en_US) - [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&language=en_US) - [Activate Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages_activate.htm&language=en_US) <!-- document id=0766a49862ac3eb0cc14497ff88b431bb883bc82cc100bac06c21ec35fd67a4c url=/admin/current/en-us/service/264-0-0/sp_start_setup.md --> # Set Up Service Assistant Complete the general Service Assistant setup for Case, Messaging, and Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Service Assistant setup overview graphic](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_graphic\(2\).png) These steps walk you through the core service plan configuration for Service Assistant for Case, Messaging, and Voice. You create your agent, add subagents and actions, turn on Service Assistant for each object, and confirm that you can generate service plans. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important You can create and configure a Service Assistant agent only in the legacy Agentforce Builder. If you can't access the legacy builder, go to the new Agentforce Builder and select Agentforce Service Assistant. You're automatically routed to the legacy builder. - [Complete General Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&language=en_US) guides you through turning on all required Agentforce features, creating your Service Assistant agent, and configuring your agent metadata, including subagents and actions. Subagents are required, but actions are optional. If you don't plan to automate plan tasks now, you can skip the Set Up Actions step and add actions later. If you already set up a data library of the Knowledge data type, you can add it to your agent. We provide separate setup steps for it because service plans require extra permissions and testing. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US) to test and confirm your configuration. - [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&language=en_US) guides you through Case-specific setup. Because Case supports both guidance plans and dynamic plans, you must choose which plan type to turn on. Only one plan type can be turned on at a time. You set your eligibility criteria, determine which case fields and objects to ground on through Service AI Grounding, assign the required permissions, and add the component to the case record page. - [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&language=en_US) guides you through the Messaging-specific tasks. Messaging supports dynamic plans only. You set your eligibility criteria and grant user access to the eligibility flows through a custom permission set, assign the required messaging permissions, turn on Service Assistant for Messaging Session, and add the component to the record page. Service Assistant grounds on the entire transcript automatically, so unlike Case, there's no record grounding configuration to set. Optionally, you can [Set Up Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&language=en_US&type=5). - [Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&language=en_US) guides you through the Voice-specific tasks. Voice supports dynamic plans only. Before you begin, confirm that you set up Agentforce Contact Center Voice or Partner Contact Center Voice with call transcription. You set your eligibility criteria and grant user access to the eligibility flow through a custom permission set, assign the required Voice Call permissions, turn on Service Assistant for Voice, and add the component to the record page. Like Messaging, Service Assistant grounds on the entire transcript automatically, so there's no record grounding configuration to set. - [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&language=en_US&type=5) guides you through a sample data library setup that follows our guidelines and best practices, and provides steps for confirming that all users have the correct permissions. We also provide details on how to test and validate knowledge grounding for both guidance and dynamic plans. - [Set Up Context Variables](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&type=5&language=en_US) provides steps for setting up the context variables for Service Assistant. - [Extend Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_extend_ov.htm&language=en_US) covers the optional features you can add after core setup, like multiple agents and Service Assistant capabilities. Set up these features after you complete the general setup for each object and confirm that you can generate service plans. ## Planning Your Use Cases Before you begin setup, identify two or three issue types to configure and test first. Well-defined use cases give every setup decision a clear purpose. For example, you build a subagent for a specific issue type, such as Transaction Declined, not a generic placeholder. This keeps your configuration focused and makes it easier to confirm that your setup works as expected. Avoid subagents that describe what Service Assistant already does. A subagent named Case Resolution Assistance or Resolve the Issue prevents Service Assistant from accurately categorizing records. Select your setup and test scenarios around these criteria. - **Common issues**. Choose issue types that your team handles frequently and that have well-documented procedures and knowledge articles with clear, step-by-step resolution processes. These processes are easier to turn into subagents and instructions, and they improve knowledge grounding performance. For best practices on creating instructions and optimizing your knowledge articles for Service Assistant, see [Grounding with Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&type=5&language=en_US). - **Straightforward resolution**. Avoid complex issues for your initial setup and testing. Start with issue types that have a clear resolution path and resolution steps that you can automate with agent actions. Scale to more complex issues after Service Assistant is set up and operating. After you identify your use cases, plan your subagent structure. Each issue type that you want Service Assistant to resolve maps to a subagent, and the subagent's description is the reasoning anchor for the plan. The description tells Service Assistant which issue it's resolving and which knowledge articles to search. You don't need a unique subagent for every issue variation. Instead, group related variations into a single, well-structured subagent. For example, one Transaction Declined subagent can cover several variations. Service Assistant uses the subagent description, including any listed variations, to match the record details to the subagent. The more detail the description provides, the more reliably Service Assistant matches a record to the right subagent. For more guidance, see [Subagent Strategy for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&type=5&language=en_US). | Subagent Part | Example | | --- | --- | | Label | Transaction Declined | | Description | Guide service reps in helping customers resolve declined credit card transactions. Questions are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits. | | Scope | Your job is to assist service reps in identifying the reasons behind declined transactions and providing the steps to either allow the charge or secure the customer's account. Don't handle inquiries outside of declined transactions and account security. | If you plan to automate tasks with agent actions, identify which steps in your resolution workflow are good candidates for automation before you begin. Take stock of your existing flows, Apex classes, and prompt templates that can serve as the basis for custom actions. You set up and configure actions with the standard Agentforce action process. We provide general guidelines and details on how to effectively surface actions in service plans in [Grounding with Agent Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&language=en_US). ## Agent Setup Considerations - Service Assistant is supported only in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US), not the [new Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_tour.htm&type=5&language=en_US). Agentforce Script isn't supported. Starting in July 2026, the requirement that new agents can be created only in the new Agentforce Builder doesn't apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&language=en_US&release=262&type=5). - The steps walk you through all mandatory agent setup to create your Service Assistant agent and add topics and instructions. Topics and instructions play a critical role in Service Assistant and require a particular structure. Make sure that you've reviewed [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US). - Service Assistant has its own agent template: Agentforce Service Assistant. When you create the agent, an agent user is automatically assigned and named ServicePlanner User. The user is assigned two permission sets: Service Planner Agent User and Agentforce\_Service\_Assistant Permissions. Agentforce\_Service\_Assistant Permissions is the default permission set name. If you give your agent a name other than Service Assistant, that name is shown in the permission set name. - We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from stetting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data. ## Testing Service Assistant Testing Service Assistant is manual. Service Assistant isn't supported in the Agentforce Testing Center because service plans are provided through a Lightning web component. In the Agentforce Builder, you can only check that your subagents and instructions are selected based on your input. To test your setup, generate a service plan on a record that meets your eligibility criteria, and then evaluate the plan step by step. Confirm that the guidance reflects your grounding sources and that Service Assistant surfaces the right actions at the right time. As you test, refine your subagent descriptions, knowledge articles, and action descriptions until the plans match what you expect. For more guidance, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use."). - **[Complete General Setup for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&release=264.0.0&type=5)** Complete the general setup that's required for both Service Assistant for Case and Messaging. - **[Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5)** Complete the required setup steps for Service Assistant for Case. - **[Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5)** Complete the required setup steps for Service Assistant for Messaging. - **[Set Up Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5)** Complete the required setup steps for Service Assistant for Voice. - **[Set Up Context Variables for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_cv.htm&release=264.0.0&type=5)** Give Service Assistant the ID of the active record so that it can complete actions such as closing a case or updating a record without the service rep entering the ID manually. <!-- document id=bd7def58daaab77ac55f85ac29b6f463d69c75e10f6898b9994122385cb2ed1a url=/admin/current/en-us/service/264-0-0/sp_setup_case.md --> # Set Up Service Assistant for Case Complete the required setup steps for Service Assistant for Case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51680e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e59 ">To set up Service Assistant for Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e59 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application OR System Admin </p> </td> </tr> </tbody> </table> Before you begin: - Confirm that you've completed the general setup and created an agent with subagents and instructions. See [Complete General Setup for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&release=264.0.0&type=5 "Complete the general setup that's required for both Service Assistant for Case and Messaging."). Also, make sure you have assigned your agent the General CRM, FAQ, or both subagents. - Confirm that you understand your plan type options for case: guidance plans and dynamic plans. Selecting a plan type is part of your setup, and you can turn on only one plan type at a time. A quick overview and key details are provided in [Choose Your Plan Type and Turn on Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Choose your service plan experience: guidance plans or dynamic plans."), but you can find more details about the plan types in [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5 "Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities.") and [Service Assistant Agent, Component, and Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&type=5&language=en_US). 1. [Turn On Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Complete the steps to ground Service Assistant in the case data so it drafts a case summary and begins creating a service plan.") 2. [Start Your Eligibility Criteria Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Use an autolaunched flow to set conditions that determine which cases can have a service plan.") 3. [Complete Your Eligibility Criteria Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.") 4. [Choose Your Plan Type and Turn on Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Choose your service plan experience: guidance plans or dynamic plans.") 5. [Set a Default Agent](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met.") 6. [Give Users Access](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "Assign your users permissions to access Service Assistant.") 7. [Set Up the Service Assistant Component](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&release=264.0.0&type=5 "To finalize your setup, add the Service Assistant component to the Case record page.") ## Turn On Service AI Grounding Complete the steps to ground Service Assistant in the case data so it drafts a case summary and begins creating a service plan. Service Assistant uses Service AI Grounding to analyze the active case based on the fields and objects you configure in this step. By default, Subject and Description are included as required grounding sources and can't be modified. Service Assistant uses these fields to identify the issue and assign a subagent to the case. To provide richer grounding context, you can add fields and objects such as Case Email, Case Comments, and Case Feed. Service Assistant uses these additional sources to generate the issue summary, create the plan steps, and regenerate a plan step when there’s new information found in the fields or objects. Service AI Grounding only references only the active case. It doesn't use your historical case data. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Review these considerations. - On the Service AI Grounding Setup page, knowledge grounding is shown as a grounding source, but it's not supported in Service Assistant. Use Agentforce Data Libraries instead. - Encrypted fields aren't supported for grounding. - Only String and Text Area type fields are supported for grounding. - Only text from Case Emails, Case Comments, and Case Feed is supported. PDFs, images, and other attachments aren't used as grounding sources. - If you turn on case feed grounding, provide the ServicePlanner User (the agent user) access to the Case Feed. Service Assistant has access to Case Emails and Case Comments by default. - The checkbox for the case feed has an info bubble that states the object is only available for grounding that uses Einstein Case Summaries. The object is supported in Service Assistant. - Service plans are grounded in the case data based on the ServicePlanner User's permissions rather than the individual service reps' permissions. Service reps can view information from your selected fields and objects in case summaries and service plans, even if they don't have direct access. Set your grounding configuration so that the ServicePlanner User's permissions align with the data access intended for your service reps. See [Service Assistant Grounding Data Access](https://help.salesforce.com/s/articleView?id=service.sp_ground_data.htm&release=264.0.0&type=5 "Service plans are generated using the permissions of the ServicePlanner User (the agent user), which has a broader scope of grounding source data access to provide the most comprehensive service plans. This access supersedes any individual field-level security or sharing rules for service reps. The information in this section describes how the ServicePlanner User's permissions govern data access for each grounding source. We recommend configuring the ServicePlanner User's permissions to align with the data access and sharing rules required for your service reps."). 1. From Setup, in the Quick Find box, enter and select **Service AI Grounding**. 2. From the Service AI Grounding Setup page, turn on the feature. 3. From Choose Objects and Fields for Grounding, select **Case** and then turn on **Grounding with Cases**. 4. From the Required Fields section, set these settings. 1. In the Subject field, select **Subject**. 2. In the Description field, select **Description**. 5. From the Additional Fields section, select the fields that you want as a grounding source for Service Assistant. 6. From the Additional Object Grounding Options section, select whether you want Service Assistant to use Case Emails, Case Comments, or Case Feed as grounding sources. 7. Save your work and then turn on **Grounding with Cases**. Here's an example configuration. After you complete the steps, go to the Flows Setup page. ![Grounded Case data configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_feed_grounding.png) Then go to the Flows Setup page to configure your eligibility criteria. ## Start Your Eligibility Criteria Setup Use an autolaunched flow to set conditions that determine which cases can have a service plan. To complete this task, we guide you through the configuration of the Check Service Plan Eligibility flow template that you can configure to your preferences. See [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&release=264.0.0&type=5 "Learn how to control when Service Assistant creates a service plan."). Optionally, use your own flow, as long as it's an autolaunched flow that has one string input and one boolean output. If you use your own flow, skip this step and go to the next one. 1. From Setup, in the Quick Find box, enter and select **Flows**. 2. From Flows Setup, under All Flows, select **Check Service Plan Eligibility**. 3. From the Flow Builder canvas, select the Decision element, and then click **Edit Element**. 4. Under Outcome Details, in the Yes tab, delete the ineligibilityReason resource. By default, a condition is set to Priority = High. You can keep or remove the condition. ![Example: Outcome details resource removal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_flow_outcome_details.png) 5. Add any other conditions that you want the case to meet. Here's an example set of conditions. - CaseOrigin= Email - Escalated = False - OwnerId = {Queue ID} - AccountId = {Account number} ![Example: Service Assistant flow decision element configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_flow_decision_config.png) 6. Optional: From the Manager Tab, under Text Templates, select **DefaultIneligibilityReasonTextTemplate** to modify the default body text. The text tells service reps that a case can't have a service plan because it doesn't meet the eligibility criteria. The message that the service rep sees is based on the eligibility criteria that you've set in the flow. For example, if a condition set in the Decision element isn't met, service reps get a message such as "You can't create a service plan because the case isn't part of the specified queue." ![Example: Service Assistant flow text template configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_text_temp.png) 7. From the top-right corner of flow builder, click **Save as New Flow**. 8. In the Save As window, provide a name and optional description, and then click **Save**. 9. Activate your flow. After activating your flow, exit Flow Builder and go to the Service Assistant Setup page. ## Complete Your Eligibility Criteria Setup Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page. 1. From Setup, in the Quick Find box, enter and select **Service Assistant**. 2. Go to Step 4: Customize Your Experience by Object, and in the Case tab, go to the Add Eligibility Criteria section. 3. From the Flow Label field, select your configured eligibility flow. 4. From Input variables, select your variable. 5. From Output Variables, set the fields for Eligibility Result Variable and Ineligibility Reason Variables. 6. Save your work. Here's an example configuration of eligibility criteria set on the Service Assistant Setup page. ![Example: Service Assistant eligibility criteria setup page configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_eligibility_setup_pg.png) Next, go to the Define Service Plan User Experience section of the Setup page. ## Choose Your Plan Type and Turn on Service Assistant Choose your service plan experience: guidance plans or dynamic plans. From the Define Service Plan User Experience section, two columns list the features available for the plan types that Service Assistant for Case supports: guidance plans and dynamic plans. Choose a plan type. Only one plan type can be active at a time, but you can switch between the two. Find more details about the plan types in [Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&release=264.0.0&type=5 "Service Assistant gives service reps AI-generated resolution guidance through a service plan, plus additional resolution support through capabilities."). Guidance Plans Provide a static checklist of steps that doesn't update automatically. Guidance plans are best suited for cases with stable, predictable resolution workflows where the steps are consistent for most cases. In addition to the checklist of steps, guidance plans also provide access to additional features that are listed on the left side of the page. Setup guidance for those features is in [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5 "Learn about the optional features that extend Service Assistant for Case."). Dynamic Plans Provide a step-by-step conversational workflow where steps are created and updated in real time based on the current record data. Dynamic plans are best suited for case types where the record is updated consistently and the resolution path changes as information comes in where service reps benefit from real-time adaptation. Dynamic plans are turned on from the right side of the section. ![Define Service Plan User Experience section with guidance and dynamic plan sections](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_plan_type_select.png) Both plan types use the same standard grounding sources: subagents, knowledge articles, and related record grounding. Chat with Service Assistant is automatically included with dynamic plans. Guidance plans don't have chat on by default. Turn on **Chat with Service Assistant** manually. We include a step here to turn it on. 1. From the Define Service Plan User Experience section, select a plan type. 2. **Optional**: If you turn on guidance plans, turn on **Chat with Service Assistant** to provide your service reps a chat box where they can ask for knowledge information and query record information. All other listed features under Guidance Plans are optional. 3. **Optional**: If you turn on dynamic plans, turn on **Update Plan Steps When Case Fields Change**, **Update Plan Steps When Case Comments Change**, or both. This feature enables Service Assistant to track updates to case fields and comments (internal and external) after a dynamic plan starts and update the steps in real time to accommodate the new information. These settings apply only to case fields and comments. Service Assistant handles Case Emails and Case Feed differently. - You don't turn on automatic tracking and plan step regeneration for Case Emails. This is enabled by default when you have Case Emails enabled for grounding from the Service AI Grounding Setup page. - Case Feed updates don't trigger step regeneration. If you enable Case Feed grounding, Service Assistant still monitors the feed and captures new data, but applies it only when the current step completes and the next step is created. - Plan context updates for case comments include internal and external comments. - If you ground on the Internal Comments field, you must set Case Comments for grounding. Internal Comments data isn't tracked unless Case Comments is enabled for grounding. ![Service Assistant dynamic plans enabled with update plan context for fields and comments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_regrounding.png) 4. At the bottom of the Case tab, turn on Service Assistant for Cases. ![Service Assistant enabled on Case record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_toggle.png) Next, go to the Set Up Your Agent Assignment section. ## Set a Default Agent Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met. If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria. If you have more than one agent, select a single agent that contains a subagent and instructions for a use case that you want to test. Don't set a flow at this time. The remaining setup procedures guide you through assigning permissions, adding the component to the record page, and validating that a service plan generates, which is based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). 1. In the Set Up Your Agent Assignment section, under Set a Default Agent, select your agent. 2. Don't set a flow in Define Your Multi-Agent Assignment Criteria. 3. Save your work. ![The Set a Default Agent section of the Service Assistant Setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ma_setup_defualt_agent.png) Next, go to the Permission Sets setup page to assign permissions. ## Give Users Access Assign your users permissions to access Service Assistant. When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce\_Service\_Assistant Permissions permission sets. Manually assign the Data 360 User standard permission set only if you choose to use the knowledge grounding or similar cases features. If you turn on case feed grounding in your Service AI Grounding configuration, provide the ServicePlanner User (the agent user) access to the case feed. Service Assistant has access to case emails and case comments by default when you turn on the objects for grounding. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d51680e854">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d51680e857">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d51680e860">Standard Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e854 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e857 ">Salesforce</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e860 "> <ul> <li>Service Planner User </li> <li>Access Agentforce Default Agent</li> </ul> </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e854 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e857 ">Einstein Agent</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d51680e860 "> <ul> <li>Agentforce_Service_Assistant Permissions*</li> <li>Service Planner Agent User</li> <li>Data 360 User**</li> </ul> <p style="margin-bottom:0;">*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name.</p> </td> </tr> </tbody> </table> Next, add the Service Assistant component to the Case record page. ## Set Up the Service Assistant Component To finalize your setup, add the Service Assistant component to the Case record page. 1. From the App Launcher, select **Service**. 2. From the tabs menu of the Service page, select **Cases**. 3. From the Cases page, open a case record. Ideally, select a case that meets your eligibility criteria. 4. From the record page, click the ![gear icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/gear.png), and then select **Edit Page**. 5. From the Components menu, search for and select **Service Assistant**, and then add the component anywhere on the canvas. 6. Click **Save**, and then click **Activate**. 7. Exit Lightning App Builder to go back to the Case record page. 8. From the Case record page, confirm that you see the Service Assistant component on the page. For dyanmic plans, there’s no indication that a service plan is in progress. The component remais static (left iamge). A service plan summary shows automatically and can take up to a minute. For guidance plans, you see a status indicator: “Service plan summary in progress...”. In this example, you see **Start Plan**, which indicates that dynamic plans are turned on. If you have guidance plans turned on, you see **Draft Plan**. ![Component with no progress indicator and drafted plan summary](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_no_indicator.png) 9. **Optional**: If the plan summary fails to generate or you see error messages, review the troubleshooting steps in [Troubleshoot Service Assistant Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5 "Review the troubleshooting steps for error messages in Service Assistant for Case, Messaging, and Voice."). 10. When you see a plan summary, click **Draft Plan** or **Start Plan** in the component and review the service plan. Review the service plan to confirm that the steps are relevant to the case details and your subagents and instructions. We provide general detail here on how to test. Generally, this step serves as a validation check that Service Assistant produces a summary plan and generates a guidance plan or starts a dynamic plan. Service Assistant summarizes the wording used in your grounding sources, and it can combine several pieces of information in a step, including procedural information. There isn't an exact match to the wording and language used in your grounding sources. For more detailed testing guidance, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use."). **Reviewing Guidance Plans** For guidance plans, click **Draft Plan**. Guidance service plans are separated into several sections to guide case resolution: Gather Information, Work The Issue, Resolve The Issue, and Wrap Up. "Gather Information" is always included, and the other sections appear based on the amount and clarity of your subagents and instructions in relation to the case data from your Service AI Grounding configuration. The more detailed your instructions and case data, the more comprehensive the plan. If your plan isn't detailed enough or doesn't align with your subagents and instructions or your grounding configuration set in Service AI Grounding, review your configuration for these grounding sources. When you update subagents and instructions or the grounding fields on the case record, the **Redraft Plan** button shows. Click the button to draft a new plan. If you don't see the **Redraft Plan** button, refresh the page. Service Assistant can propose its own steps that aren't based on your grounding sources. For guidance plans, such steps are indicated with an asterisk (\*), as shown in the first step under Work The Issue. Proposed steps show when there isn't enough information in your grounding sources. ![Example service plan](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_plan_ex.png) **Reviewing Dynamic Plans** For dynamic plans, click **Start Plan** and work through the step-by-step workflow. Service Assistant automatically walks you through the resolution process step-by-step. It surfaces the first step and tells you what needs to be completed. As you work through the plan, each step is created in real time. Service Assistant reviews the current record data and does a fresh retrieval of all your grounding sources to make sure that each step is relevant to the current record context. Make sure that each step aligns with your subagent instructions and grounding sources and follows a real-world pattern of how service reps resolve the issue. When steps are created outside of your grounding sources, Service Assistant uses language such as "There's no information found in company documents. Here's what I suggest." ![Example dynamic service plan](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_case_setup_dp_ex.png) After you verify that you can draft or start a service plan, your Service Assistant for Case setup is complete. Next, you can also set up additional optional features specific to case. See [Extend Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&release=264.0.0&type=5 "Learn about the optional features that extend Service Assistant for Case."). If you haven't already attached a data library to your agent, set up knowledge grounding. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Knowledge grounding requires extra permissions plus additional testing and validation to make sure that your service plans are grounded in your knowledge base. We only officially certify the use of the knowledge data library type for Service Assistant. However, that doesn't prevent you from setting up and testing other data types (file upload, custom retrievers, and web search). We don't provide setup guidance or recommendations specific to those data types for Service Assistant. All setup and usage follow the [general Agentforce guidance](https://help.salesforce.com/s/articleView?id=ai.data_library_choose_data_source.htm&type=5&language=en_US). For details on custom retrievers, see [Retrieve Data](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US). ![A dynamic plan with a separate Sources section under each step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_citations.png) <!-- document id=d5c73d673d9c03ba56f5323c343f8049c13f3295bb2c2fc43966f2fd4abecacf url=/admin/current/en-us/service/264-0-0/it_srvcs_servsasstnt_setup.md --> # Set Up Service Assistant for Incidents Configure settings for your IT team to use service plans for incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29892e72">User Role</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29892e75">Required Permission Sets</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Role" class="slds-cell-wrap" style="vertical-align:top;" headers="d29892e72 ">To set up service assistant:</td> <td data-label="Required Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d29892e75 "> <ul> <li>Service Planner Builder</li> <li>Data Cloud Architect</li> <li>Agentforce Default Admin</li> </ul> </td> </tr> </tbody> </table> 1. [Enable Einstein](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). 2. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&type=5&language=en_US). 3. Set up [Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&type=5&language=en_US). The effectiveness of your service plans depends on how your topics and knowledge articles are written and structured. 4. To make sure IT teams can use proactive AI actions for managing key tasks during an incident's lifecycle, turn on Create Service Plan for Incident. 1. From Setup, in the Quick Find box, enter Proactive Assistance, and then select **Proactive Assistance**. 2. Turn on Create Service Plan for Incident. 3. Click **Setup**. You are redirected to the Agentforce Agents page. 5. To create an agent from the Agentforce ITSM Service Assistant template, click **\+ New Agent**. See [Create an Agent from a Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). 6. To enable Quick Actions for incidents, administrators must configure the Agentforce ITSM Service Assistant settings. 1. From Setup, in the Quick Find box, enter Agentforce Agents, and then select **Agentforce ITSM Service Assistant**. 2. Select **Open in Builder**. 3. Select **Quick Action**. 4. Turn on Quick Actions. IT teams can use key actions directly from a service plan step. 7. To assign quick actions to the service plan, follow these steps: 1. Select the quick action you want to assign to a service plan topic. 2. From the dropdown, click **Manage**. 3. Click **Edit**. 4. In the Instructions box, enter a description of the conditions under which the button appears. For example: Display this quick action for any step that involves notifying, updating, or communicating with the user. 5. In the Assigned Topics box, search for and select the relevant issue topics, such as **Laptop Screen Repair** or **Slack Issues**. The quick action appears only in service plans related to the assigned topics. 6. Click **Save**, and then click **Activate** to publish the changes. 8. Set up the Service Assistant component. After you complete all the steps on the Setup page, add the Service Assistant to the Incident Record Lightning page so the incident fulfillers can use it. 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open an Incident record. 3. From the record page, click Setup, and then select **Edit Page**. 4. From the Incident Record page, in the Lightning App Builder, select the main component of the page. 5. From the Tab menu, click **Add Tab**. The Details component is automatically added as a tab for the main component of the Incident record page. 6. From the main component of the page, select the **Details** tab, and then move the preexisting details tab into the space labeled Add Component(s) Here. 7. From the Components menu, search for and select **Service Assistant**. 8. Add the Service Assistant component in place of the details component. 9. Save your work and then activate the page. 10. From the Activation window, in the Org Default tab, select **Assign as Org Default** and then click **Close**. <!-- document id=e88772d316a802dac171f41cc7fbfb4557d8d71e86ff6ca41af8256d63d8f68b url=/admin/current/en-us/service/264-0-0/sp_setup_msg.md --> # Set Up Service Assistant for Messaging Complete the required setup steps for Service Assistant for Messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85723e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e57 ">To set up Service Assistant for Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e57 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application OR System Admin</p> </td> </tr> </tbody> </table> Before you begin, confirm that you've completed the general setup and created at least one agent with a subagent and instructions. See [Complete General Setup for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&release=264.0.0&type=5 "Complete the general setup that's required for both Service Assistant for Case and Messaging."). Also, make sure you have assigned your agent the General CRM, FAQ, or both subagents. The core of the setup requires creating an eligibility flow that determines which types of sessions can have a service plan. The eligibility flow doesn't rely on the ServicePlanner User's Run Flow permission to execute the flow when a service rep opens a messaging session record. Both service reps and admins require direct access to the flow so that it can run when the record page opens. We don't recommend providing your reps the Run Flows app permission unless doing so aligns with your company's security standards. We recommend granting access through a custom permission set. To do so, [restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&language=en_US), and then create a custom permission set that you assign to both the admin and service reps. Alternatively, restrict the flow's default general access, and then assign the flow to the Standard User profile if that aligns with your company's security standards. The first procedure guides you through configuring your eligibility flow and restricting its default access. The next procedure guides you through creating a custom permission set that grants access to the flow. You can use your own flow as long as it's an autolaunched flow that has one string input and one boolean output. If you use your own flow, skip the first procedure and go to the next one. 1. [Configure Your Eligibility Criteria Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Use the Check Service Plan Eligibility for Messaging Flow Template to set conditions that messaging session records must meet to have a service plan.") 2. [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is mandatory for service reps and admins, even when admins have Run Flows or Manage Flows permissions.") 3. [Add Your Eligibility Criteria Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.") 4. [Turn on Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Turn on the features that activate Service Assistant for Messaging.") 5. [Set a Default Agent](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met.") 6. [Assign Service Assistant for Messaging Permissions](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Assign permissions that grant users access to Service Assistant for Messaging.") 7. [Set Up the Service Assistant Component for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Add the Service Assistant component to the Messaging Session record page.") ## Configure Your Eligibility Criteria Flow Use the Check Service Plan Eligibility for Messaging Flow Template to set conditions that messaging session records must meet to have a service plan. 1. From Setup, in the Quick Find box, enter **Flows**, and then select **Flows**. 2. Under All Flows, select **Check Service Plan Eligibility for Messaging**. 3. From the Flow Builder canvas, select the **Is Messaging Session Eligible for Service Plan?** Decision element. 4. From the Decision Element properties section, in the Yes tab under Outcome Details, delete the ineligibilityReason resource. Keep all others. ![Example: Outcome details resource removal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_flow_outcome_details_msg.png) 5. To add another condition that determines when to generate a service plan, click **\+ Add Condition**. By default, we don't create service plans for messaging sessions that are set to Ended or inactive. Set additional conditions, such as creating service plans for messaging sessions that originate from specific channels or queues. 6. Optional: From the Manager Tab, under Text Templates, select **DefaultIneligibilityReasonTextTemplate** to modify the default body text. The text tells service reps that a case can't have a service plan because it doesn't meet the eligibility criteria. The message that the service rep sees is based on the eligibility criteria that you've set in the flow. For example, if a condition set in the Decision element isn't met, service reps get a message such as "You can't create a service plan because the case isn't part of the specified queue." ![Example: Service Assistant flow text template configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_text_temp.png) 7. From the top-right corner of flow builder, click **Save as New Flow**. 8. In the Save As window, provide a name and optional description, and then click **Save**. 9. Activate your flow and exit Flow Builder. 10. From the Flow Builder setup page, navigate to your eligibility flow. 11. Click the drop down next to the flow and select **Edit Access**. 12. Select **Override default behavior and restrict access to enabled profiles or permission sets**. 13. Click **Save**. ## Grant Access to Your Eligibility Flow Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is mandatory for service reps and admins, even when admins have Run Flows or Manage Flows permissions. 1. From Setup, in the Quick Find box, enter and select Permission Sets. 2. From the Permission Sets setup page, click **New**. 3. Provide a name for the permission set and optionally provide a description. We recommend naming the permission set Messaging Eligibility Flow Access. Don't select a license. 4. Click **Save**. 5. From the Permission Sets page, select **Messaging Eligibility Flow Access** or the name you provided. 6. From the permission set detail page, under Apps, select **Flow Access**. 7. From the Flow Access section, click **Edit**. 8. Add your messaging eligibility flow to the Enabled Flows section. 9. Save your work. 10. Assign the permission set to yourself (the admin) and your service reps. ## Add Your Eligibility Criteria Flow to Service Assistant Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page. 1. From the Service Assistant Setup page, in the Customize Experience by Object section, select the **Messaging** tab and go to the **Define Service Plan Eligibility Criteria for Messaging** section. 2. From the Flow Label field, select your messaging eligibility flow. 3. From Input variables, select your variable. 4. From Output Variables, set the fields for Eligibility Result Variable and Ineligibility Reason Variables. 5. Save your work. ![Example: Service Assistant eligibility criteria setup page configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_eligibility_setup_msg.png) After you add your flow to Service Assistant, your eligibility criteria setup is complete. Next, turn on Service Assistant for Messaging. ## Turn on Service Assistant for Messaging Turn on the features that activate Service Assistant for Messaging. 1. Go to the Turn on Dynamic Plans section and turn it on. ![The Turn on Dynamic Service Plans setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_dp.png) 2. **Optional**: Under Turn on Dynamic Service Plans, turn on **Start Plans Automatically**. When you turn on this feature, service reps don't manually click Strat Plan in the component. The button isn't shown. Instead, the service plan starts automatically after the chat contains enough context for Service Assistant to identify the issue. The summary plan is first generated, and then the first step shows immediately after. ![The Start Plans Automatically setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_auto.png) 3. Turn on Service Assistant for Messaging. ![The Service Assistant for Messaging setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_enable.png) Next, go to the Set Up Your Agent Assignment section. ## Set a Default Agent Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met. If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria. If you have more than one agent, select a single agent that contains a subagent and instructions for a use case that you want to test. You don't need to set a flow at this time. The remaining setup procedures guide you through assigning permissions, adding the component to the record page, and validating that a service plan generates, which is based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). 1. In the Set Up Your Agent Assignment section, under Set a Default Agent, select your agent. 2. Don't set a flow in Define Your Multi-Agent Assignment Criteria. 3. Save your work. ![The Set a Default Agent section of the Service Assistant Setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ma_setup_defualt_agent.png) Next, assign the permissions that grant users access to Service Assistant for Messaging. ## Assign Service Assistant for Messaging Permissions Assign permissions that grant users access to Service Assistant for Messaging. When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce\_Service\_Assistant Permissions permission sets. To generate service plans for messaging sessions, the agent user requires a custom permission set that grants object and app access to the Messaging Session object. Also, make sure service reps have the Messaging Eligibility Flow Access custom permission set assigned. Without it, the eligibility criteria flow doesn't run when a service rep opens the record page. 1. From Setup, in the Quick Find box, enter **Permission Sets**, and then select **Permission Sets**. 2. Create an Agent Messaging Access custom permission set that grants Read and View All Fields on the Messaging Session object and enables the Access Conversation Entries app permission. 3. Assign the Agent Messaging Access custom permission set to the ServicePlanner User, and then confirm your users have these permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85723e696">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85723e699">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85723e702">Standard Permission Sets</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d85723e705">Custom Permissions </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e696 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e699 ">Salesforce</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e702 ">Service Planner Builder</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e705 "> Messaging Eligibility Flow Access permission set</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e696 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e699 ">Salesforce</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e702 "> <ul> <li>Service Planner User</li> <li>Access Agentforce Default Agent</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e705 "> Messaging Eligibility Flow Access permission set</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e696 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e699 ">Einstein Agent</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e702 "> <ul> <li>Agentforce_Service_Assistant Permissions*</li> <li>Service Planner Agent User</li> <li>Data 360 User</li> </ul> <p style="margin-bottom:0;">*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name.</p> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d85723e705 "> <p>Agent Messaging Access permission set </p> <p>Required permissions:</p> <ul> <li> <p>App permission: Access Conversation Entries</p> </li> <li> <p>Messaging Session object permission: Read, View All Fields</p> </li> </ul> </td> </tr> </tbody> </table> Next, add the Service Assistant component to the Messaging Session record page. ## Set Up the Service Assistant Component for Messaging Add the Service Assistant component to the Messaging Session record page. 1. From the Service Console, go to the Messaging Session list page and open a record. Ideally, open a record that meets your eligibility criteria. 2. From the record page, click ![Gear icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/gear.png), and then select **Edit Page**. 3. From the Components menu, search for and select **Service Assistant**, and then add the component anywhere on the canvas. 4. Click **Save** and then click **Activate**. 5. Exit Lightning App Builder, go back to the record page, and confirm that you see the component on the page. The Messaging Session record page now shows the Service Assistant component (1) and chat box (2). ![The Service Assistant component and chat box on a Messaging Session record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_component.png) When your eligibility criteria are met and the chat contains enough context for Service Assistant to identify the issue (1), a plan summary shows in the center of the component and indicates which subagent is assigned to the record (2), for example, "Service Plan Available: Order Refund". Service Assistant is active and processes a service plan only when the record owner is a human user. It doesn't process requests when any other user owns the session record, such as a bot or queue. ![The Service Assistant component with the first plan step shown and no Start Plan button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_summary.png) What counts as enough context to start the plan depends on whether there’s an issue or problem clearly defined in the transcript (1). There's no standard threshold for the number of messages required to have the first step of the plan show in the component. Plan processing and initiation times vary and depend on clarity of the messages in the transcript. Also, there is no indication that a summary plan generating. The compoenent remains static. If you turned on Start Plans Automatically, the Start Plan button isn't shown, and the first step shows after the summary plan is generated and when the chat contains enough context for Service Assistant to identify the issue. There is also nao indication that the first step is generating. The component remains static and you only see the summary plan. ![The Service Assistant component with the first plan step shown and no Start Plan button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_component_auto.png) If the plan summary fails to generate or you see error messages, take these general troubleshooting steps. For more testing and troubleshooting guidance, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use.") and [Troubleshoot Service Assistant Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&language=en_US). - Check the permissions for your agent user (ServicePlanner User). Make sure it has the required app permissions needed for the Agent Voice Access permission set. - Check that you have a default agent assigned in the Setup page and confirm the agent is active. Also check that the agent has a subagent that matches to the specific issue referenced in the transcript. - Check your eligibility flow configuration and access to the flow. Make sure the voice call type is eligible for a plan and that you have direct access to the flow, even if you have the Run All Flows app permission. The flow doesn’t run on the ServicePlanner Users’ permissions [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is mandatory for service reps and admins, even when admins have Run Flows or Manage Flows permissions.") and [Add Your Eligibility Criteria Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&release=264.0.0&type=5 "Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page."). - Check that the messaging session record is owned by a human agent, not a bot user. Service Assistant doesn't generate a plan for a record owned by a bot user or queue. When you see a summary plan, work through a service plan to test it. - Confirm that Service Assistant shows the first plan step when there's enough context. - Confirm that the guidance in each step is consistent with your grounding sources and that Service Assistant shows the correct actions at the right time. - Review each step for accuracy against your grounding sources, monitor when actions and steps are cited. - Use the agent chat to ask for knowledge information, run actions, and draft plan summaries. If you haven't already attached a data library to your agent, review our knowledge grounding setup guidance in [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Knowledge grounding requires extra permissions plus additional testing and validation to make sure that your service plans are grounded in your knowledge base. We provide details on our recommended configuration, what to expect when referencing citations, and troubleshooting information. We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the [general Agentforce guidance](https://help.salesforce.com/s/articleView?id=ai.data_library_choose_data_source.htm&type=5&language=en_US). For details on custom retrievers, see [Retrieve Data](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US). ![Voice knowledge example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_plan_initiate_ka.png) Optionally, you can also [Set Up Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&language=en_US). Service Replies operate independently of the service plan. Service Replies don’t ground the service plan. Also, the standard Service Replies become deactivated and replies are only shown in the Service Assistant component. See [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&language=en_US&type=5). <!-- document id=46b88f771fc9ee4b12caa097b469d2e415dbaa0da25184ef5cf2b53670e22c5a url=/admin/current/en-us/service/264-0-0/sp_setup_vc.md --> # Set Up Service Assistant for Voice Complete the required setup steps for Service Assistant for Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38317e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e57 ">To set up Service Assistant for Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e57 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p style="margin-bottom:0;">Service Planner Builder permission set</p> </td> </tr> </tbody> </table> Before you begin: - Confirm that you completed the general setup and created at least one agent with subagents and instructions. See [Complete General Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US). Also, make sure you have assigned your agent the General CRM, FAQ, or both subagents. - Confirm that you have set up either [Agentforce Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&type=5&language=en_US) or [Partner Contact Center Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&type=5&language=en_US). - Confirm that you have call transcripts and recordings set up based on your chosen telephony model. - For Partner Contact Center Voice, see [Configure Call Transcription](https://help.salesforce.com/s/articleView?id=service.voice_setup_transcription.htm&type=5&language=en_US). - For Agentforce Contact Center Voice, see [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&type=5&language=en_US). The core setup requires configuring an eligibility flow that determines which voice calls can have a service plan. See [Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US). The eligibility flow doesn't rely on the Service Planner User's Run Flow permission to run when a service rep opens a voice call record. Both service reps and admins require direct access to the flow. We don't recommend giving your reps the Run Flows app permission unless it aligns with your company's security standards. We recommend granting access through a custom permission set. To do so, [restrict the flow's default general access](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), and then create a custom permission set that you assign to both the admin and service reps. We guide you through the process. Alternatively, restrict the flow's default general access, and then assign the flow to the Standard User profile if that aligns with your company's security standards. You can use your own flow as long as it's an autolaunched flow that has one string input and one boolean output. You must still grant both admins and service reps access to your flow. 1. [Create Your Voice Eligibility Criteria Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template.") 2. [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions.") 3. [Add Your Eligibility Criteria Flow to Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page.") 4. [Turn On Service Assistant for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Turn on the features that activate Service Assistant for Voice.") 5. [Set a Default Agent](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met.") 6. [Assign Service Assistant for Voice Permissions](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Assign permissions that grant users access to Service Assistant for Voice.") 7. [Set Up the Service Assistant Component for Voice](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To complete your setup, add the Service Assistant component to the Voice Call record page. Service Assistant accesses the transcript only when the component is on the Voice Call record page.") ## Create Your Voice Eligibility Criteria Flow To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Under All Flows, select **Check Service Plan Eligibility for VoiceCall**. 3. On the Flow Builder canvas, select the **Is Voice Session Eligible for Service Plan?** Decision element. 4. On the Yes tab, under Outcome Details of the Decision element properties, delete the ineligibilityReason resource. Keep all others. ![Example: Outcome details resource removal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_flow_outcome_details_vc.png) 5. To add other conditions that determine when to generate a service plan, click **\+ Add Condition**. By default, the flow includes conditions so that ended or inactive voice calls can't have a service plan. 6. Optional: From the Manager Tab, under Text Templates, select **DefaultIneligibilityReasonTextTemplate** to modify the default body text. The text tells service reps that a case can't have a service plan because it doesn't meet the eligibility criteria. The message that the service rep sees is based on the eligibility criteria that you've set in the flow. For example, if a condition set in the Decision element isn't met, service reps get a message such as "You can't create a service plan because the case isn't part of the specified queue." ![Example: Service Assistant flow text template configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_text_temp.png) 7. From the top-right corner of flow builder, click **Save as New Flow**. 8. In the Save As window, enter a name and an optional description, and then click **Save**. 9. Activate your flow and exit Flow Builder. 10. From the Flow Builder setup page, go to your eligibility flow. 11. Click the dropdown list next to the flow, and then select **Edit Access**. 12. Select **Override default behavior and restrict access to enabled profiles or permission sets**. 13. Click **Save**. ## Grant Access to Your Eligibility Flow Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions. 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. On the Permission Sets page, click **New**. 3. Enter a name for the permission set and an optional description. We recommend that you name the permission set Voice Call Eligibility Flow Access. Don't select a license. 4. Click **Save**. 5. On the Permission Sets page, select **Voice Call Eligibility Flow Access** or the name that you provided. 6. On the permission set detail page, under Apps, select **Flow Access**. 7. In the Flow Access section, click **Edit**. 8. Add your voice call eligibility flow to the Enabled Flows section. 9. Save your work. 10. Assign the permission set to yourself and your service reps. ## Add Your Eligibility Criteria Flow to Service Assistant Complete your eligibility criteria setup by adding your configured flow to the Service Assistant Setup page. 1. On the Service Assistant Setup page, in the Customize Experience by Object section, select the **Voice** tab, and then go to the Add Eligibility Criteria section. 2. In the Flow Label field, select your eligibility criteria flow. 3. In Input Variables, select your variable. 4. In Output Variables, set the Eligibility Result Variable and Ineligibility Reason Variable fields. 5. Save your work. ![Example: Service Assistant eligibility criteria setup page configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_eligibility_setup_vc.png) After you add your flow to Service Assistant, your eligibility criteria setup is complete. Go to the Turn on Service Assistant for Voice section of the Setup page. ## Turn On Service Assistant for Voice Turn on the features that activate Service Assistant for Voice. 1. Go to the Turn on Dynamic Plans section, and then turn on the toggle. ![The Turn on Dynamic Service Plans setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_dp.png) 2. Go to the Turn on Service Assistant for Voice section, and then turn on the toggle. ![The Service Assistant for Voice setting turned on.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_vc_enable.png) Next, go to the Set Up Your Agent Assignment section. ## Set a Default Agent Because Service Assistant supports multiple agents, set a default agent in the Set Up Your Agent Assignment section of the Setup page so that an agent is always assigned to a record when your eligibility criteria are met. If you created only one agent, select it. That agent is assigned to every record that meets your eligibility criteria. If you have more than one agent, select a single agent that contains a subagent and instructions for a use case that you want to test. You don't need to set a flow at this time. The remaining setup procedures guide you through assigning permissions, adding the component to the record page, and validating that a service plan generates, which is based on the single agent you set as your default agent. Setting up and testing multiple agents isn't covered here because setup requires additional time and testing. See [Multiple Agents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_ma_setup.htm&type=5&language=en_US). 1. In the Set Up Your Agent Assignment section, under Set a Default Agent, select your agent. 2. Don't set a flow in Define Your Multi-Agent Assignment Criteria. 3. Save your work. ![The Set a Default Agent section of the Service Assistant Setup page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_ma_setup_defualt_agent.png) Next, assign the permissions that grant users access to Service Assistant for Voice. ## Assign Service Assistant for Voice Permissions Assign permissions that grant users access to Service Assistant for Voice. When you create a Service Assistant agent, the ServicePlanner User (the agent user) is automatically assigned the Service Planner Agent User and Agentforce\_Service\_Assistant Permissions permission sets. To generate service plans for voice, the agent user requires a custom permission set that grants object and app access to the Voice Call object. Also, make sure service reps have the Voice Eligibility Flow Access custom permission set assigned. Without it, the eligibility criteria flow doesn't run when a service rep opens the record page. 1. From Setup, in the Quick Find box, enter **Permission Sets**, and then select **Permission Sets**. 2. Create an Agent Voice Access custom permission set that grants Access Conversation Entries and View All Voice and Video Calls app permissions. 3. Assign the Agent Voice Access custom permission set to the ServicePlanner User, and then confirm your users have these permissions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38317e708">Persona</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38317e711">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38317e714">Standard Permission Sets</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38317e717">Custom Permissions </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e708 ">Service Assistant Admin</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e711 ">Salesforce</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e714 ">Service Planner Builder</td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e717 "> Voice Eligibility Flow Access </td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e708 ">Service Rep</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e711 ">Salesforce</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e714 "> <ul> <li>Service Planner User</li> <li>Access Agentforce Default Agent</li> </ul> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e717 ">Voice Eligibility Flow Access</td> </tr> <tr class=""> <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e708 ">ServicePlanner User (agent user)</td> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e711 ">Einstein Agent</td> <td data-label="Standard Permission Sets" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e714 "> <ul> <li>Agentforce_Service_Assistant Permissions*</li> <li>Service Planner Agent User</li> <li>Data 360 User</li> </ul> <p style="margin-bottom:0;">*This is a default name provided by Agentforce. If you provided your agent a specific name in the Agent Creator, then the permission set name matches your agent name.</p> </td> <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d38317e717 "> <p> Agent Voice Access permission set</p> <p>Required app permissions:</p> <ul> <li>Access Conversation Entries</li> <li>View All Voice and Video Calls</li> </ul> </td> </tr> </tbody> </table> Next, add the Service Assistant component to the Voice Call record page. ## Set Up the Service Assistant Component for Voice To complete your setup, add the Service Assistant component to the Voice Call record page. Service Assistant accesses the transcript only when the component is on the Voice Call record page. 1. From the Voice Calls list page, open a record that meets your eligibility criteria. 2. On the record page, click the Gear icon, and then select **Edit Page**. 3. In the Components menu, search for and select **Service Assistant**, and then add the component anywhere on the canvas. 4. Click **Save**, and then click **Activate**. 5. Exit Lightning App Builder, return to the record page, and confirm that the component appears on the page. When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript (1), the service plan starts automatically and the first step of the plan appears (2). There’s no Start Plan button. Service Assistant is active and processes a service plan only when the record owner is a human user. It doesn't process requests when any other user owns the record, such as a bot or queue. ![A service plan starting automatically on a Voice Call record.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_vc_plan_initiate.png) What counts as enough context to start the plan depends on whether there’s an issue or problem clearly defined in the transcript (1). There's no standard threshold for the number of messages required to have the first step of the plan show in the component. Plan processing and initiation depend on the telephony model, transcript processing time, and clarity of the messages in the transcript. Also, there is no indication that step is generating.The component remains static. The step shows automatically a few moments after a clear issue is identified in the transcript. To test your configuration, start a voice call and complete a full service plan. - Confirm that Service Assistant shows the first plan step when there's enough context. - Confirm that the guidance in each step is consistent with your grounding sources and that Service Assistant shows the correct actions at the right time. - Review each step for accuracy against your grounding sources, monitor when actions and steps are cited, and use the agent chat to look up knowledge and run actions. - Use the agent chat to ask for knowledge information, run actions, and draft plan summaries. If a plan doesn’t start: - Check the permissions for your agent user (ServicePlanner User). Make sure it has the required app permissions needed for the Agent Voice Access permission set. - Confirm you have a default agent assigned in the Setup page and confirm the agent is active. Also check that the agent has a subagent that matches to the specific issue referenced in the transcript. - Check your eligibility flow configuration and access to the flow. Make sure the voice call type is eligible for a plan and that you have direct access to the flow, even if you have the Run All Flows app permission. The flow doesn’t run on the ServicePlanner Users’ permissions. See [Create Your Voice Eligibility Criteria Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "To specify which voice call records can have a service plan, create an eligibility criteria flow, and then add the flow to the Voice section of the Service Assistant Setup page. To help you build the flow, we provide a flow template.") and [Grant Access to Your Eligibility Flow](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&release=264.0.0&type=5 "Grant users access to your eligibility flow with a custom permission set that provides access to the flow. The custom permission set is required for service reps and admins, even when admins have the Run Flows or Manage Flows permissions.") For more detailed testing and troubleshooting guidance, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use."). If you haven't already attached a data library to your agent, review our knowledge grounding setup guidance in [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&release=264.0.0&type=5 "Ground service plans in your knowledge base with Agentforce Data Libraries."). Knowledge grounding requires extra permissions plus additional testing and validation to make sure that your service plans are grounded in your knowledge base. We provide details on our recommended configuration, what to expect when referencing citations, and troubleshooting information. We only officially certify the use of the knowledge data library type for Service Assistant. However, this doesn’t prevent you from setting up and testing other data types (file upload, custom retrievers, and web search), but we don't provide setup guidance or recommendations specific to those data types for Service Assistant. All set up and usage follows the general Agentforce guidance. For details on custom retrievers, see Retrieve Data. ![Voice knowledge example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_vc_plan_initiate_ka.png) <!-- document id=e150fac3fffce6f2cdabeb7e4d368930517376edee1a121fd2242dea004f11b1 url=/admin/current/en-us/service/264-0-0/support_admins_intro.md --> # Set Up Service Basics Get started with key features of Agentforce Service (formerly Service Cloud) that help you deliver fast customer service. Try one of our assisted setup tools, publish a knowledge base, and create a console to serve as the home base for your service reps. Then, design your case management approach with rules, queues, and Omni-Channel routing. - **[Assisted Setup for Service](https://help.salesforce.com/s/articleView?id=service.assisted_setup_service.htm&release=264.0.0&type=5)** Agentforce Service (formerly Service Cloud) offers several tools to help you get set up fast. Find out which option is right for your business. - **[Configure General Support Settings for Service Cloud](https://help.salesforce.com/s/articleView?id=service.admin_supportsetup.htm&release=264.0.0&type=5)** Set up business hours and support holidays in Salesforce, and update case management settings to streamline your customer support processes. - **[Provide Self-Service in an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=service.support_communities.htm&release=264.0.0&type=5)** Create an Experience Cloud site where customers can browse articles, collaborate with each other, and if needed, request a follow-up from your support team. - **[Provide Self-Service in a Help Center](https://help.salesforce.com/s/articleView?id=service.support_help_center.htm&release=264.0.0&type=5)** Publish a help center of knowledge articles that your customers can browse for answers. For complicated issues, they can use a web form to submit a case. - **[Create a Knowledge Base with Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&release=264.0.0&type=5)** Give website visitors, customers, partners, and service reps the ultimate support tool. Create a knowledge base of articles that can be securely shared. - **[Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&release=264.0.0&type=5)** Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly. Manage your support reps’ capacity to take on work items so that they’re given only the number of assignments that they can handle. You can also define which reps can work on different types of assignments. For example, create one group of reps to respond to leads and sales inquiries, and another group that helps customers with support questions. - **[Automate Case Processing with Rules](https://help.salesforce.com/s/articleView?id=service.automation_rules_queues_parent.htm&release=264.0.0&type=5)** Automation keeps things running smoothly. Set up rules to help you prioritize, distribute, assign, respond to, and escalate records. - **[Customize the Service Console](https://help.salesforce.com/s/articleView?id=service.support_console.htm&release=264.0.0&type=5)** The Service Console app provides support reps a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view. - **[Set Up and Manage Cases](https://help.salesforce.com/s/articleView?id=service.cases_intro.htm&release=264.0.0&type=5)** The backbone of Agentforce Service (formerly Service Cloud), cases are highly customizable records that service reps and supervisors use to track and resolve customer issues. #### See Also - [Set Up Routing and Rules in Service](https://help.salesforce.com/s/articleView?id=sf.support_routing_automation.htm&language=en_US) - [Add Service Channels](https://help.salesforce.com/s/articleView?id=service.support_channels.htm&type=5&language=en_US) - [Create a Knowledge Base with Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&type=5&language=en_US) <!-- document id=1c34b93b68fabb3a0638ed4acb3d202ae89529ee61a6b9dfc913b6d9d80cc67d url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_catalog.md --> # Set Up Service Catalog for the Employee Services Portal The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d90508e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90508e74 ">To customize an Experience Builder site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90508e74 ">Create and Setup Experiences</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Sites, and then select **All Sites** under Digital Experiences. 2. Open your Employee Services portal site in **Builder** mode. 3. From the page picker at the top of Builder, select **Service Catalog**. 4. Select the **Unified Catalog** component on the page. 5. In the configuration panel, enter the record ID of the catalog you want to link to and configure other information. If you don't enter the record ID of a specific catalog, all active service processes in your org will be available on the portal. 6. Publish the changes. <!-- document id=e95d747c830ca418b24276b694ed2cd7931ce80bfddc1f624509475bfb2e6162 url=/admin/current/en-us/service/264-0-0/svc_site_guest_users.md --> # Set Up Service Catalog Guest Users Add Guest Users to your Aura or LWR Service Catalog Site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d146033e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 ">To set up Guest Users for Service Catalog:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 "> <p>System Admin </p> <p>AND</p> <p> Service Catalog Builder permissions</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Is a member of the site</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 "> <a name="svc_site_guest_users__image_wtq_4w1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_guest_users__image_wtq_4w1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png" alt="checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 ">Aura and LWR Experience Sites</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 "> <a name="svc_site_guest_users__image_qq1_mw1_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_guest_users__image_qq1_mw1_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/messaging_x.png" alt="X"></span> <strong>This article doesn’t applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d146033e55 "> <p style="margin-bottom:0;">Salesforce Sites and externally built sites. To set up guest users in externally built sites, see <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_alt_setup.htm&release=264.0.0&type=5" title="Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites.">Alternative Sites Setup Pathway</a>.</p> </td> </tr> </tbody> </table> These setup steps are applicable if you want to allow Guest Users access to your Service Catalog for Aura LWR Experience sites. Setup requires the configuration and use of the Experience guest user profile. Aura sites require additional setup steps. See [Configure Aura Guest User Access](https://help.salesforce.com/s/articleView?id=service.svc_site_guest_access_aura.htm&type=5&language=en_US). Before you begin, keep these considerations in mind for Guest Users in Service Catalog. - Ensure you’ve enabled your catalog items to be accessible to guest users. See [Create a Catalog Item](https://help.salesforce.com/s/articleView?id=service.svc_create_a_catalog_item.htm&type=5&language=en_US). - Requests created by guest users are owned by your default community user. - Review the Experience Cloud Help Articles to learn how to use Guest User profiles. ## Step I: Create the Service Catalog Guest User Custom Permission Set 1. From Setup, in Permission Sets, click **New**. 2. In the Label field enter, Service Catalog Guest User. 3. From the License dropdown, select **Service Catalog Guest Access**. 4. Save your work. 5. From System, click **System Permission**. 6. Click **Edit**. 7. Enable **Use Service Catalog For Guest User**. 8. Click **Save** and confirm your changes. ## Step II: Configure the Guest User Profile for Service Catalog 1. From Setup, in the quick find box, enter Digital Experiences in the Quick Find box and select **All Sites**. 2. Next to the site that you want to access, click **Builder**. 3. In Experience Builder, click **General**. 4. From the Public Access section, select **Guest users can see and interact with the site without logging in**. Your guest user profile opens in Setup. 5. From Profile Detail, select **View Users**. 6. Click the name of your Guest User profile. 7. In the Permission Set Assignments related list, click **Edit Assignments**. 8. Under Available Permission Sets, select **Service Catalog Guest User**. 9. Save your changes. ## Step III: Configure Guest User Preferences 1. From Experience Workspaces, select **Administration**. 2. From the Preferences tab, under General, select **Allow Guest Users to Access APIs**. 3. Save your work. ## Step IV: Provide Guest User Access to Your Catalog Items Take the steps in the provided Salesforce Help article to grant guest users access to catalog items that contain autolaunched and orchestration flows in their fulfillment. [Limit User Access to Execute Flows](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US). #### See Also - [_Salesforce Help_: Understand the Guest User Profile Best Practices and Considerations](https://help.salesforce.com/s/articleView?id=platform.networks_guest_profile_best_practices.htm&type=5&language=en_US) - [_Salesforce Help_: Give Secure Access to Unauthenticated Users with the Guest User Profile](https://help.salesforce.com/s/articleView?id=platform.networks_public_access.htm&type=5&language=en_US) - [_Salesforce Help_: Guest Users' Sharing Setting and Record Access](https://help.salesforce.com/s/articleView?id=platform.networks_secure_guest_user_sharing.htm&type=5&language=en_US) - [_Salesforce Help_: Guest User Setup Checklist](https://help.salesforce.com/s/articleView?id=platform.networks_guest_checklist.htm&type=5&language=en_US) - [_Salesforce Help_: Review Guest User Object, Record, and Field Access for Sites](https://help.salesforce.com/s/articleView?id=platform.networks_guest_user_access_verification.htm&type=5&language=en_US) <!-- document id=d49d1c66e42096f0213e82a47243cfa45edcaa460f70b0ea2a9c4ba012c98b50 url=/admin/current/en-us/service/264-0-0/entitlements_setting_up_service_contracts.md --> # Set Up Service Contracts Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64076e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64076e58 ">To set up service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64076e58 "> <p>Manage Entitlements </p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Entitlements must be enabled in your org for you to set up service contracts. From the object management settings for service contracts: 1. **Customize service contract fields.** This lets you control what information users add to service contracts. You can create custom service contract fields that are specific to your industry or support process. 2. **Customize service contract page layouts.** This lets you specify which fields and related lists users see on service contracts. Consider making the following customizations: - Add the Status Icon field so users can easily see whether the service contract is active, expired, or inactive. - To let users make one service contract the parent of another, add the Parent Service Contract field and Child Service Contracts related list. You can also add the read-only Root Service Contract field so users can see the top-level service contract in a service contract hierarchy. A service contract hierarchy can contain up to 10,000 service contracts. 3. **Set field-level security on service contract fields.** This lets you choose which service contract fields users can access. 4. **Set field history tracking on service contracts.** This lets you see when field values were changed. Changes are listed in the Service Contract History related list on service contracts. From the object management settings for service contracts, go to the fields section, and then click **Set History Tracking**. 5. **Make the Service Contracts tab visible in Salesforce and any custom apps.** The Service Contracts tab is where users create and edit service contracts and contract line items. Add the tab to an app or instruct your users to add it to an existing tab set in Salesforce. Users need the “Read” permission on service contracts to see the Service Contracts tab. 6. **Add the Service Contracts related list to account and contact page layouts.** This lets users create, update, and verify service contracts from accounts and contacts. #### See Also - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") - [Add Contract Line Items to Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts_line_items.htm&release=264.0.0&type=5 "Set up contract line items to be able to specify which products a service contract covers. Contract line items only display to users on the Contract Line Items related list on service contracts (not on contracts!). You can only use contract line items if your Salesforce org uses products.") <!-- document id=70c788017e751ddacbc30acc2430c888c42fa2c0b11fdc3568f3de80f01d904f url=/admin/current/en-us/service/264-0-0/service_intelligence_setup_data_in_dc_task.md --> # Set Up Service Data in Data 360 Next, deploy the Service data bundles as data streams in Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From the App Launcher, find and open **Data Cloud.** 2. In Data Cloud, go to the Data Streams tab and click **New**. 3. Select the Salesforce CRM connected data source and click **Next**. 4. Select your connected Salesforce org. If there’s only one Salesforce org connected to Data 360, it’s selected by default. 5. Select **Data Bundles**, then select the Service data bundle, and click **Next**. 6. Select the default data space and click **Next**. The installed objects and fields are displayed. Don’t remove the data objects, fields, or mappings because Service Intelligence relies on the standard installation to populate the dashboards correctly. 7. Click **Deploy** The Service data bundle deploys 23 data streams. The Data Streams tab displays the progress. When the data streams show an Active status, you’re ready to continue. If you have the Knowledge and Einstein Conversation Mining features enabled, you must deploy additional data bundles. Repeat these steps for the ConversationMining and the Knowledge bundles to deploy their data streams. <!-- document id=1270ace65c1958eccff3e46c0955a687c15586c20e3da24780c3b99cb00de029 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_setup_data_in_dc_task.md --> # Set Up Service Data in Data 360 for Service AI Adoption and Analytics Next, deploy the Service data bundles as data streams in Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91236e63">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91236e63 ">To manage <span>Data 360</span>:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91236e63 "> <p>Data Cloud Architect permission set</p> <p>OR</p> <p>Data Cloud User permission set</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud One User permission set for companion orgs</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and open **Data Cloud.** 2. In Data Cloud, go to the Data Streams tab and click **New**. 3. Select the Salesforce CRM connected data source and click **Next**. 4. Select your connected Salesforce org. If there’s only one Salesforce org connected to Data 360, it’s selected by default. 5. Select **Data Bundles**, then select the Service data bundle, and click **Next**. 6. Select the default data space and click **Next**. The installed objects and fields appears. Don’t remove the data objects, fields, or mappings because Service AI Adoption and Analytics relies on the standard installation to populate the dashboards correctly. 7. Click **Deploy**. The Service data bundle deploys data streams. The Data Streams tab shows the progress. When the data streams show an active status, you’re ready to continue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When a data bundle is added, Data 360 credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. <!-- document id=16da3292217ec033464fbf46aaf4a000786f22940e5dd1001b71582436435f05 url=/admin/current/en-us/service/264-0-0/service_insights_setup_data_in_dc_task.md --> # Set Up Service Data in Data 360 for Service Insights Next, deploy the Service data bundles as data streams in Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Here are the required components for different dashboards. | dashboard | Data Kit | Data Bundle | C360 Semantic Model | | --- | --- | --- | --- | | Cases | Service Data Kit | Service | Required | | Customer Satisfaction | Service Data Kit | Service | Required | | Omni-Channel | Service Data Kit | Service | Required | | Service Rep | Service Data Kit | Service | Required | | Knowledge | Service Data Kit | Knowledge | Required | | Service Agent | Not dependent | Not dependent | Not dependent | | Service Planner | Not dependent | Not dependent | Not dependent | 1. From the App Launcher, find and open **Data Cloud.** 2. In Data Cloud, go to the Data Streams tab and click **New**. 3. Select the Salesforce CRM connected data source and click **Next**. 4. Select your connected Salesforce org. If there’s only one Salesforce org connected to Data 360, it’s selected by default. 5. Select **Data Bundles**, then select the Service data bundle, and click **Next**. 6. Select the default data space and click **Next**. The installed objects and fields are displayed. Don’t remove the data objects, fields, or mappings because Service Insights relies on the standard installation to populate the dashboards correctly. 7. Click **Deploy**. The Service data bundle deploys data streams. The Data Streams tab displays the progress. When the data streams show an Active status, you’re ready to continue. If you’ve enabled Knowledge features, you must deploy additional data bundles. Repeat these steps for the Knowledge bundles to deploy their data streams. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a data bundle is added, Data Cloud credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. <!-- document id=7c4c83a7f50cc5044d90b69ee04e14113bf0e82dc821a24061917faf3c920433 url=/admin/current/en-us/service/264-0-0/console2_launch_pad.md --> # Set Up Service Features with Launch Pad Templates Deploy and test Service features with just a few clicks. This suite of templates helps you set up some of the most popular Service features, such as time-saving console configurations and reports and dashboards essential for service organization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2875e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2875e76 ">To use the Launch Pad:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2875e76 ">Customize Application</td> </tr> </tbody> </table> To use templates, from the Setup Quick Search box, enter **Launch Pad**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip It's best to try Launch Pad in your sandbox environment, so that you can test out new features without affecting your live production environment. Launch Pad templates aren’t supported for IE version 9 or earlier. #### See Also - [Set Up a Service Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_setting_up_serviceconsole.htm&release=264.0.0&type=5 "Create and customize a console app, then assign the Service Cloud User feature license to users.") <!-- document id=9bbcb15305828c7b12a267f49f782fc0f493a25a4e9cf52a61afa967d4dbb82a url=/admin/current/en-us/service/264-0-0/sp_translation_setup.md --> # Set Up Service Plan Translation (Optional) Turn on Real-Time Translations to translate service plans into service reps' preferred language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_translation_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_translation_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans only.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Service Assistant for Case with dynamic plans.</li> <li>Service Assistant for Messaging and Voice.</li> </ul> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32163e103">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32163e103 ">To set up Real-Time Translations for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32163e103 ">Service Planner Builder permission set.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This topic provides the setup steps for translating service plans into your service reps' preferred language. It includes important details and considerations, but for complete guidance, see [Guidance Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation.htm&release=264.0.0&type=5 "Learn how and when Service Assistant translates guidance service plans using Real-Time Translation."). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Translation of servce plans is only available for Service Assistant for Case with guidance plans. Translation of dynamic plans for case, messaging, and voice isn’t supported. By default, all service plans are drafted in your company's preferred language when the language is supported by Prompt Builder. See [Supported Languages in Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_localize_responses.htm&type=5&language=en_US). To have service plans translated into your service reps' preferred language, turn on Real-Time Translations and assign them the Service Plan Translation permission set. Service Assistant supports the same languages as Real-Time Translations. A full list of languages is provided in [Considerations for Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&type=5&language=en_US). If a service rep's preferred language isn't supported, service plans always show in English. 1. On the Service Assistant Setup page, on the Case tab, in the Customize Experience by Object section, go to the Turn on Real-Time Translations section. 2. Click **Go to Real-Time Translations**. 3. On the Real-Time Translations Setup page, under Get Started with Real-Time Translations, turn on Translate Service Plans. 4. Assign service reps the Service Plan Translation permission set. When Real-Time Translations is turned on and service reps have the required permissions, Service Assistant automatically translates all text in a service plan into their preferred language when service reps: - Open a new case and a case summary is drafted. - Draft or redraft a service plan. - Open a case with an existing case summary or drafted service plan. ![Scenario 2 example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_2.png) **Considerations** - The translation of service plans into a service rep's preferred language isn't saved as a permanent version. Translated service plans are generated in real time and are visible only to the service rep working the service plan. If a different service rep opens the same case, a new real-time translation occurs and the plan is shown in their preferred language. When the service rep's preferred language isn't supported or they don't have the required permission set, the plan language is shown in your company's default language or English when your company language isn't supported in Prompt Builder. - Translation of the subagent name included in the service plan summary isn't supported. The text is always shown in English. The subagent name is shown in two places: the start of the case summary and above the summary in a drafted service plan. - If you use Real-Time Translations for Messaging and provide a custom terminology file, the file isn't available for use in Service Assistant. - If you ground Service Assistant with quick actions and use custom quick actions, the names of the quick actions surfaced in the plan steps aren't translated (1-2). The names are shown in English. To translate the names of your custom quick actions, see [Translate Metadata Labels](https://help.salesforce.com/s/articleView?id=platform.entering_translated_terms.htm&type=5&language=en_US). - If you ground Service Assistant in your knowledge articles, translation of the knowledge article names listed in the Sources section isn't supported (3). The names of the knowledge articles are always shown in English. The "Sources" heading is translated. See [Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_knowled_topics.htm&language=en_US&type=5). - If you set up the similar cases feature, the case statuses aren't translated (4). By default, the list always shows the number and status. The "Similar Cases" heading name is translated. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US). ![Translation considerations example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_considerations.png) <!-- document id=2fe715327343445ec67877932beec360db0b6bc913dfa3d660d71a922eb4bbe3 url=/admin/current/en-us/service/264-0-0/service_set_up_agent_status_and_capacity.md --> # Set Up Service Rep Statuses and Capacity Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For instance, you can create statuses such as Unavailable - On a Break, Unavailable - Missed Call, and Available for Chats and Calls. Set up the presence configurations to set service rep capacity and define the Omni-Channel behavior. Give service reps more flexibility by setting their capacity for both interruptible and uninterruptible work. Your organization can have multiple presence statuses and presence configurations for different groups of service reps and channels. - **[Create Presence Statuses](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_status.htm&release=264.0.0&type=5)** Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. - **[Set Access to Presence Statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&release=264.0.0&type=5)** After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles. - **[Add Decline Reasons](https://help.salesforce.com/s/articleView?id=service.service_decline_reasons_add.htm&release=264.0.0&type=5)** Add reasons why a rep can decline work items. - **[Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&release=264.0.0&type=5)** Presence configurations determine how much work service reps can take on and the Omni-Channel behaviors while they assist customers. In each configuration, define how to handle work requests. Select whether service reps can decline work items and the reasons they can do so. Also, select the Omni-Channel statuses that are assigned to service reps if they miss or decline a work item. Your organization can have multiple configurations for different groups of service reps who support different channels. - **[Set Up Support Reps’ Capacities](https://help.salesforce.com/s/articleView?id=service.omnichannel_setup_interruptible_capacity.htm&release=264.0.0&type=5)** Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work. #### See Also - [Prevent Reps from Receiving Calls Until SSO Is Complete](https://help.salesforce.com/s/articleView?id=service.voice_connector_readiness.htm&language=en_US) <!-- document id=f3a39bf3f84e94d07a29cce9c436fcdfde1eb64e979983af76e045d245cf4aca url=/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_chat_set_up.md --> # Set Up Service Replies for Chat Personalize customer service and save service reps' time in just a few steps. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_warning.png) Warning If you enable Service Replies, it replaces classic Reply Recommendations. You can’t use both features simultaneously. 1. **[Enable Einstein Service Replies](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_enable.htm&release=264.0.0&type=5)** To get started, turn on Service Replies. 2. **[Ground Replies with Data Libraries](https://help.salesforce.com/s/articleView?id=service.service_replies_data_libraries.htm&release=264.0.0&type=5)** To get grounded replies and use prompt templates, assign a data library. Data libraries index your knowledge articles and fields, or file uploads, so that Einstein knows which information to base responses on. 3. **[Migrate to Agentforce Service Replies from a Previous Version](https://help.salesforce.com/s/articleView?id=service.migrate_to_agentforce_service_replies_from_a_previous_version.htm&release=264.0.0&type=5)** If your organization currently uses Einstein Reply Recommendations, follow these steps to migrate Service Replies backed with an Agentforce Data Library (ADL). 4. **[Give Service Reps Access](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_give_agents_access.htm&release=264.0.0&type=5)** Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set. 5. **[Set the Default State](https://help.salesforce.com/s/articleView?id=service.service_replies_default_state.htm&release=264.0.0&type=5)** Set the default state for Service Replies so that your agents can decide when to get AI-generated replies in the Einstein Replies component. 6. **[Service Replies Prompt Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_prompt_builder_parent.htm&release=264.0.0&type=5)** Determine how Einstein drafts replies, when you customize the Service Replies prompt templates in Prompt Builder. Specify what information Einstein includes or adjust the voice and tone so that responses fit your business needs. To get started with Einstein Service Replies in Prompt Builder, check the prerequisites then follow the setup steps. <!-- document id=d9af5d82b529649b0c2c1685eaaba20ce43e7f7f91101329c339bde991abdca6 url=/admin/current/en-us/service/264-0-0/reply_recs_service_replies_email_prompt_builder.md --> # Set Up Service Replies for Email and Prompt Builder Customize and refine your Einstein Service Replies for Email prompt template in Prompt Builder to maximize its use for service reps during case resolution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d78134e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78134e57 ">To access and run prompt templates outside Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78134e57 ">Prompt Template User permission set</td> </tr> </tbody> </table> If you haven’t already [set up Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_setup.htm&language=en_US&type=5) and [turn on Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&language=en_US&type=5). The Service Replies for Email default template is there by default and always active. The prompt template name changes when you create a template. 1. To modify the Einstein Service Replies for Email template, select **Go to Prompt Builder**, and then select the Service Replies for Email default template. In the template, you see the getGrndDataServiceRepliesEmail action which finds and returns data from case and knowledge article record fields to ground generated emails on. 2. To test your template, place inputs such as a knowledge article ID or number and case to ground on. You can select from a menu of cases but must manually type in a knowledge article ID or number to ground on, because it’s a custom object. Two methods for locating your knowledge article ID or number are available. 1. Select an article, go to the URL, and copy the ID that starts with KA and contains 18 total characters. 2. Select the article number that contains 9 numbers. 3. (Optional) Translate your preview response into one of the preview languages: Dutch (Netherlands), English, French, German, Italian, Japanese, Portuguese (Brazilian), Spanish, Spanish (Mexican), and Swedish. 4. Select **Preview**. 5. If the response isn’t what you’re looking for and you want to add more instructions, create a template by selecting **Save As**. 6. Enter your name in the prompt template name field. The API name populates automatically. Optionally, include a template description. Then select **Save As**. 7. To further customize the default prompt template, add instructions directly in the Prompt Template Workshop field such as End the email with a quote. See [Review, Revise, and Repeat: Ensure That a Prompt Template Is Effective](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_review_revise.htm&type=5&language=en_US). 8. To save your prompt template, click **Save**, and then **Activate it**. When you select and open a case, Einstein uses the prompt template you've crafted to generate more refined and targeted responses for your cases. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If you replace the default grounding with a custom retriever, map the retriever to filter on the knowledge article Id field, not article number. At runtime, Service Replies for Email passes the knowledge article Id into the retriever. A retriever filtered on article number returns 0 results in the email composer, even though article number is selectable in the filter picker. Prompt Template Preview doesn’t reflect this runtime behavior. In Preview you provide the article ID or number manually, so a template that works in Preview can still return no results at runtime if its retriever is filtered on the wrong field. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When you change the default template, we can’t always provide support for any errors or issues that occur as a result. #### See Also - [Enable Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_enable.htm&type=5&language=en_US) <!-- document id=fd846f768c4f599b85ff16c3aab234121d1ab9634b85c83c784de20f380a6c2f url=/admin/current/en-us/service/264-0-0/sp_sr_setup.md --> # Set Up Service Replies for Service Assistant (Optional) Turn on Service Replies for Service Assistant for Messaging to have Service Replies populate directly in the Service Assistant component alongside the service plan steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_sr_setup__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_sr_setup__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d65708e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d65708e94 ">To set up Service Replies for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d65708e94 "> <p>Customize Application OR System Admin</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Service Replies User</p> <p>AND</p> <p>Prompt Template Manager</p> <p>AND</p> <p style="margin-bottom:0;">Data Cloud Architect (only required if grounding replies with a data library)</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This section provides the setup steps for Service Replies in Service Assistant. Find reference guidance in [Service Replies for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US). Service Replies is available for setup without needing to complete the general Service Assistant setup, including creating a Service Assistant agent. However, these prerequisites are required. - Service Assistant for Messaging is turned on from the Messaging tab of the Service Assistant Setup page. - The Service Assistant Lightning web component is added to the record page. - The general Service Replies feature is set up. See [Set Up Service Replies for Chat](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_chat_set_up.htm&type=5&language=en_US). ## Turn On Service Replies for Service Assistant Turn on Service Replies for Service Assistant from the Service Replies Setup page. 1. From Setup, go to Service Replies Setup. 2. In the Service Assistant section, turn on **Service Replies for Service Assistant**. ## Assign Permissions Assign these permission sets to your service reps to access and view Service Replies within the Service Assistant component. - Service Replies User permission set - Service Planner User permission set - Prompt Template User Permission set ## Test Service Replies for Service Assistant Confirm that Service Replies cards appear in the Service Assistant component during an active messaging session. 1. Open the Service Console and start a messaging session that meets your eligibility criteria. 2. Wait for a service reply to appear in the component. Cards appear automatically after the first messages. You don't need to take action in the component. It can take a few messages in the chat before the first card appears. 3. Review the suggested replies. To send a reply directly to the customer, click **Post**. To modify a reply before sending, click **Edit**. If replies aren't generated, try these troubleshooting steps. - Clear your browser cache, and then log out of Salesforce and back in. - Confirm Service Replies for Service Assistant is turned on from the Service Replies setup page. - Depending on your grounding sources, check either the data library or prompt templates. Make sure both are active and have no errors. ![Service Replies shown when a messaging session starts](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sr_setup.png) **Considerations** Here are few considerations when using the feature. Find more details in [Service Replies in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sr.htm&type=5&language=en_US). - Service Replies are proposed only during active messaging sessions. When the messaging session and service plans end, Service Replies also stop, and the Service Assistant component is disabled. The reply cards remain saved in the component feed as a historical record. - Service plans and service replies operate independently and don’t have context of one another. Service plans don’t reference Service Replies as a grounding source to create plan steps. Service replies don’t reference the service plan steps as grounding source to generate the reply. - Service replies in the component don't auto-collapse. When a new reply is generated, the previous reply doesn't collapse. Service reps must collapse each reply manually. - If you have the standard Service Replies component installed on the record page, it becomes disabled. - Service Replies are translated if you turn on Real-Time Translations. See [Setup Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&type=5&language=en_US). <!-- document id=201b10da69845d49b79c3bd9f5e3123234638155ee28a145158a52d020f794d4 url=/admin/current/en-us/service/264-0-0/voice_set_up_agents.md --> # Set Up Service Reps In Omni-Channel, set up service reps to complete work requests. After service reps are set up, they can manage their work from the Omni-Channel component in a Lightning app. Supervisors can view service reps in Command Center for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Service Rep Statuses and Capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&release=264.0.0&type=5)** Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting. - **[Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5)** Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline. <!-- document id=8a54685b441acc8f9c021105a902ae9251affc84dfeda0e3e95290b568031087 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_inc_to_sr.md --> # Set Up Service Requests from Incidents Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents. Assign these permissions to yourself and to users who create service requests from incidents: | Permission Set | Description | | --- | --- | | Industry Service Excellence | Access service request objects and Industry Service Excellence features. | | Unified Catalog Agent | Manage catalog items and service processes. | | Unified Catalog Admin | Create screen flows. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note After the service process and Action Launcher are set up, users only need the Unified Catalog Agent and Industry Service Excellence permission sets to create service requests from incidents. 1. [Create a Service in Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.uc_create_a_service_in_unified_catalog.htm&type=5&language=en_US). 2. Configure a service process. 1. [Configure a Data Model for Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.uc_select_target_outcome.htm&type=5&language=en_US). For example, select **Incident** as the Target Data Model to create the final service request record from the incident. 2. [Create data attributes](https://help.salesforce.com/s/articleView?id=ind.manage_attributes_for_your_service_request.htm&language=en_US&type=5) to store specific information for your service request and to define the fields your users see during the request intake. 3. [Configure an intake form](https://help.salesforce.com/s/articleView?id=ind.intake_form_service_process.htm&language=en_US&type=5) for the service process by using either an Omniscript or a screen flow. For a screen flow intake, add a variable resource for the incident record ID. | Setting | Example Value | | --- | --- | | Resource Type | Variable | | API Name | recordId | | Data Type | Text | | Availability Outside the Flow | Available for input | For more information, see [Automate the service request completion with a fulfillment process](https://help.salesforce.com/s/articleView?id=ind.auto_svc_request_fulfmt_process.htm&type=5&language=en_US). 4. Save and activate the flow. 3. Create an Action Launcher deployment. 1. From **Setup**, in the **Quick Find** box, enter Action Launcher, and then select **Deployments**. 2. Click **New Deployment**. 3. Click **Next**. 4. Enter the deployment details and then click **Next**. | Setting | Example Value | | --- | --- | | Label | Create Service Request | | API Name | CreateServiceRequest | | Guidance to Show | Buttons, flows, links, and quick actions | 5. On **Select Objects**, add **Incident** to Selected Objects, and then click **Next**. 6. On **Select Actions**, deselect any actions that are selected by default, and then select your screen flow. 7. Click **Next**. 8. Review the summary, and then click **Done**. 4. Add the Action Launcher component to the Incident page. See [Add the Action Launcher Component to a Page](https://help.salesforce.com/s/articleView?id=ind.add_the_action_launcher_component_to_a_page.htm&type=5&language=en_US). 5. Save your changes. <!-- document id=5c0eebf310d7f9b993e65ebbba3358e9a12b5b29f925df4e9abf4435e08c539f url=/admin/current/en-us/service/264-0-0/fs_set_up_territories_oh.md --> # Set Up Service Territories, Operating Hours, and Shifts for Field Service Create service territories to track the places where your team performs field service work. Assign regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Create Service Territories for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_territories.htm&release=264.0.0&type=5)** Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level territories first. - **[Create Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_create.htm&release=264.0.0&type=5)** Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction. - **[Set Up Shifts for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_shifts_setup.htm&release=264.0.0&type=5)** Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff. Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the Field Service managed package is installed, scheduling and optimization considers shifts assigned to service resources as availability for assigned work in addition to the service resource’s Operating Hours on their Service Territory or Territory Member record. - **[Manage Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_manage_shifts.htm&release=264.0.0&type=5)** Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments. #### See Also - [Set Up Your Field Service Workforce](https://help.salesforce.com/s/articleView?id=service.fs_set_up_resources.htm&release=264.0.0&type=5 "Create service resources and service crews to represent your mobile workforce.") <!-- document id=a3c0c2f4052ff47847976b74bd2472e6abfc69b0d7b3cc65d770019169103f1a url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_sla_policies.md --> # Set Up Service-Level Agreement Policies for IT Service Management Set up service-level agreement (SLA) policies to define service level expectations. SLA policies track resolution targets and ensure consistent support response times for users in IT Service Management. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter SLA Management, and then select **Settings**. 2. Select **Enable SLA Policies**. 3. Save your changes. #### See Also - [SLA Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla.htm&language=en_US&type=5) <!-- document id=3cdec537cd88ffff3100ed080181be749d91ea346002fddba85813cc607dd29e url=/admin/current/en-us/service/264-0-0/support_service_level_agreements.md --> # Set Up Service-Level Agreements A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones. - **[Set Up and Manage Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_parent_admin.htm&release=264.0.0&type=5)** Give your customers the level of support you’ve promised them. Entitlement management lets you define, enforce, and track customer service levels as part of your support management process. - **[Simplified SLA Setup: Configure Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_simplified_sla_setup_parent.htm&release=264.0.0&type=5)** Configure SLA Management (previously Entitlement Management) with fewer steps with a simplified user interface. The new configuration interface is more intuitive and accessible, reduces implementation efforts, and improves the overall user experience. <!-- document id=1c646903b1fb451d6c0143b4f5f30257a69fb8d5e2c310c47ac09c1d6f8d6564 url=/admin/current/en-us/service/264-0-0/miaw_session_based_chat.md --> # Set Up Session-Based Chat Enable Session-Based Chat to automatically end conversations when a chat session ends to provide a synchronous chat experience and help reps manage active sessions efficiently. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_session_based_chat__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_session_based_chat__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Considerations and Limitations - In session-based workflows, ending a messaging session also ends the conversation in the following scenarios: - A Service rep manually ends the session in the Service console. - A Service rep or an admin manually bulk-ends messaging sessions via a list view. - An end user ends the session via the End Chat button. - A bot ends the session after exchanging at least one message with the end user. - An auto-response messaging component ends, or inactivates and then ends, the messaging session automatically. - Session-Based Chat can’t be enabled for verified users. To use this feature, turn off User Verification on the Messaging Settings page. - For a mobile deployment, you must use the latest SDK version and ensure your app is updated to handle closed conversations. If your app doesn't account for this, users may be permanently prevented from continuing messaging. We recommend testing this feature in a sandbox on a new channel to validate its behavior. - Even with Session-Based Chat enabled, if an opt-out keyword is configured on that channel, sending the keyword only ends the active messaging session, but the conversation remains open. The user stops receiving messages in that session, but the conversation record is retained. - Even with Session-Based Chat enabled, if a bot ends the chat before exchanging at least one message with the end user, for example, when the bot ends the chat immediately after joining or immediately after a bot-to-bot transfer, only the messaging session ends. The conversation remains open, so the chat window doesn't become read-only, and the end user can continue sending messages in that session. To avoid this, make sure your bot exchanges at least one message with the end user before it ends the chat. - The conversation ends as soon as the chat session ends. The chat window becomes read-only, and users must refresh or reopen the chat to start a new conversation. ## Turn On Session-Based Chat 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. To select the channel you want to work with, click the arrow next to the channel name, and then select **Edit**. 3. On the Messaging Settings page, in the Session-Based Chat section, select **End chat when session ends**. 4. Save your changes. 5. In Embedded Service Deployment Settings, click **Publish** to apply the changes. #### See Also - [_Salesforce Help Docs:_ Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&language=en_US) - [_Salesforce Help Docs:_ End a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_end_session.htm&language=en_US) <!-- document id=b7375d8c379f1364511c7c4abe2a32b04ef90ff579e4ca0450643b6af82012b2 url=/admin/current/en-us/service/264-0-0/it_srvcs_inc_direct_promote.md --> # Set Up Settings for Major Incidents for IT Services Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21422e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21422e75 ">To set up major incident configurations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21422e75 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. [Create or identify a public group](https://help.salesforce.com/s/articleView?id=platform.user_groups.htm&type=5&language=en_US) to designate as major incident managers. 2. Assign major incident manager permissions. See [Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5 "Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.") and assign the required permission set group and other necessary permission sets to all users who are part of the major incident group. 3. Configure major incident settings. 1. From Setup, go to **Major Incident Management**. 2. In the Select User Group for Major Incident Approver field, search for and select the name of the public group. After the setup is complete, major incident managers can promote incidents directly from the incident record page by clicking the Promote to Major Incident button. 3. Optionally, turn on **Automatically create a problem record when an incident is approved as a major incident**. <!-- document id=d6857f8f996bb88c58bf29016d14a517675c97122b5e56a8f7c00e707921936e url=/admin/current/en-us/service/264-0-0/fs_shifts_setup.md --> # Set Up Shifts for Field Service Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff. Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the Field Service managed package is installed, scheduling and optimization considers shifts assigned to service resources as availability for assigned work in addition to the service resource’s Operating Hours on their Service Territory or Territory Member record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[What Are Shifts?](https://help.salesforce.com/s/articleView?id=service.fs_shifts_plan.htm&release=264.0.0&type=5)** Shifts let you set up work intervals that vary from day to day or week to week. You can extend or replace your operating hours with shifts. - **[Create a Job Profile for Shifts](https://help.salesforce.com/s/articleView?id=service.fs_job_profile_create.htm&release=264.0.0&type=5)** With Field Service, you can describe different kinds of shifts by using a job profile. To indicate the experience or expertise required for a job, add skills to the job profile. Job profiles and related skill requirements are referenced when you’re using shift-assignment tools, such as the Get Candidates shift scheduling action, or when you’re assigning shifts in bulk. For example, a healthcare company can use job profiles to differentiate shifts that require on-call nurse practitioners from social workers or therapists. - **[Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&release=264.0.0&type=5)** Add rules, objectives, and constraints that help shift managers assign the right service resources to shifts. You can account for a service resource’s preferred hours with scheduling preferences. After you define your shift scheduling objectives, you can use the Get Candidates Shift action (not to be confused with the Get Candidates action for assigning service appointments to service resources) and Mass Shift Update actions to assign shifts to service resources. - **[Build Repeating Shift Patterns](https://help.salesforce.com/s/articleView?id=service.fs_shift_patterns.htm&release=264.0.0&type=5)** Save time creating shifts by defining commonly used patterns of shifts in Field Service. Create templates that define the start time and job profile. Then build a pattern that lists the shift templates to use each day. <!-- document id=7ff10936841aad6bb6592130534dece371b5ad2f52cc11575840b2d1ed91c319 url=/admin/current/en-us/service/264-0-0/sp_sc_ov.md --> # Set Up Similar Cases (Optional) Show a list of similar cases in a service plan that service reps can review for context while working on a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_sc_ov__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_sc_ov__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td> </tr> </tbody> </table> When you set up Similar Cases and a service rep drafts a service plan, Service Assistant searches your historical case data to retrieve a set of cases similar to the active case that the rep is working on. The cases serve only as a reference guide for service reps. The cases aren't used as grounding sources during the creation of a service plan. ![Example plan with similar cases](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_example.png) To find cases similar to the one a service rep is working on, your Case data must first be processed and indexed into a searchable format using Data 360. A basic understanding of Data 360 concepts is helpful but not required. Specifically, the steps guide you through the creation of a basic configuration using the Subject and Description fields to get you started. We indicate where you can make your own customizations, such as including additional standard fields and custom fields. Setup requires creating a data stream and selecting which standard and custom Case fields you want included. The creation of a data stream stores your Case data in a Data Lake Object (DLO), which is then transferred to a Data Model Object (DMO) that processes your Case data. This transfer is a manual process that we guide you through. After, you create a search index that chunks this data to optimize it for searching. Then build a data retriever and configure it to sort, filter, and return the final list of similar cases to the component. Each procedure contains a video that demonstrates the steps. A full video playlist is provided [here](https://salesforce.vidyard.com/watch/dJsjiVKd2WMd3qw28HEcu4). ## Considerations and Guidelines Access and Permission Details - Service Assistant admins require the Data Cloud Architect permission set to set up similar cases for Service Assistant. The permission set must have access to your Data 360 default data space. See [Associate a Permission Set with a Data Space](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5). - The ServicePlanner User (agent user) requires the Data 360 User permission set to access and create a list of similar cases in the service plan. - To enable service reps to view the list of similar cases in the service plan, assign them the Service Planner User permission set. To view the actual cases, service reps also require record-level access on the Case records. General Details - The list of similar cases at the bottom of the service plan serves only as a reference for working on a case. The listed cases aren't used as grounding sources when generating the service plan. - The list of similar cases contains up to 10 cases. Each entry in the list displays the case number, status, and a link to the case. This display can’t be modified. - Service Assistant sorts the list of cases based on the level of similarity, starting with the case that has the highest similarity. - The feature draws down Data 360 credits when your case data is ingested, indexed, and processed in Data 360. Credits are also down when a plan is drafted or redrafted as a search query executes to find similar cases in your case data. See [Billing and Consumption](https://help.salesforce.com/s/articleView?id=service.sp_billing.htm&language=en_US&type=5). - When knowledge grounding is set up through Agentforce Data Libraries and you’ve enabled Show Sources, you see citation numbers, such as \[1\], at the end of plan steps. These numbers refer only to the knowledge article that generated the step, which is listed in the Sources section. In addition, if you set up [service plan translation](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US), the case status’ aren’t translated. By default, the list always shows the number and status. The status is always shown in English. The “Similar Cases” heading is translated. ![Similar cases appear at the bottom of the service plan.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_citations.png) Setup and Configuration Guidelines - Only individual retrievers are supported. Dynamic and ensemble retrievers aren’t supported. See [Retrieve Data.](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever.htm&type=5&language=en_US) - Setting dynamic filters within individual retrievers isn’t supported. - Each step can take time to complete, such as building a search index. The time depends on the amount of case data. When completing each step, wait until you receive a success message before moving to the next step. - When you create a data stream, you choose what case fields are ingested into Data 360. You can add any standard or custom case fields. We recommend selecting text fields. - While you can add any fields you want in a search index, the index can’t be modified after it’s created. To add or remove fields after you create the index, you must build a new search index. - The search and retrieval of similar cases has a default threshold. Cases retrieved require a score of 0.6 or higher on a scale of 0.0 to 1.0. This threshold can’t be modified. You can view the scoring in the Retriever Playground. See Step 5: Test your Retriever. - The search includes your entire case history by default. However, you can limit the search to a specific time period by setting a filter on the `Created Date` field within your retriever. - The list of similar cases shows the case number and status only. You can’t change this regardless of the search criteria that you set in your search configuration. - After you complete the general setup, you can perform an advanced setup by adding data to the search from related objects like CaseComment and CaseFeed. This requires repeating all setup steps for each Case object you want to add. You then use the Data Transformer tool to combine all data into a single retriever. See [Create a Batch Data Transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_create.htm&language=en_US&type=5). ## Execute Setup To show a list of similar cases in a service plan for an active case, complete these setup steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d73695e262">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d73695e262 ">To set up similar cases for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d73695e262 "> <p>Data 360 is provisioned and turned on and you have these permission sets.</p> <p>Data Cloud Architect permission set</p> <p>AND</p> <p style="margin-bottom:0;">Service Planner Builder permission set</p> </td> </tr> </tbody> </table> Before you begin, make sure that your default Data 360 data space is enabled on the Data Cloud Architect permission set. See [Associate a Permission Set with a Data Space](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&type=5&language=en_US). The setup steps walk you through a basic similar cases configuration to get you started. This configuration retrieves cases based on the subject and description fields. The configuration also sets a filter to only retrieve cases within a specific date range so that your entire case data isn’t indexed. You can make modifications to the sample configuration to include custom case fields and more advanced retrieval logic. We indicate in the steps where you can make the modifications. If you already ingest your case data into Data 360 through data streams, object mappings, and have a case search index and retriever built, start with [Step 5: Test Your Setup](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5#sp_sc_retriever_test). - [Step 1: Set Up a Case Data Stream](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "To initiate the flow of your case data into Data 360, create a data stream for the Case object. This step gathers your case data and prepares it to be processed, chunked, and indexed, which is necessary to create a searchable format for Service Assistant to retrieve and present similar cases in the component.") - [Step 2: Map Your Case Data Lake Object](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "To unify your case data into a single source and make it available for chunking and indexing, connect the data in the data lake object (DLO) to a data model object (DMO). This unifies your Case data into a single source in Data Cloud, making it available for chunking and indexing that’s used by Service Assistant to search for relevant cases to display in the component.") - [Step 3: Set Up a Search Index](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "To enable Service Assistant to find similar cases, use Data 360 to process and index your case data into a searchable format. The search index breaks down your case field data into chunks, which improves filtering and searching for similar cases. The data chunks form the basis for finding accurate matches to the active case that the service rep is working on. You can specify what Case fields to include for chunking and indexing.") - [Step 4: Set Up a Retriever](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "Create a data retriever that sorts and filters your indexed Case data and creates a list of similar cases in the service plan.") - [Step 5: Test Your Setup](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "Use the Retriever Playground in AI Models to verify that your search index is working and that it retrieves a set of similar cases.") - [Step 6: Integrate Your Retriever with Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "To use your retriever in Service Assistant, turn on the similar cases feature and then add your retriever.") - [Step 7: Draft Service Plans and Troubleshoot](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&release=264.0.0&type=5 "To confirm that similar cases appear in the service plan, go to a case record and draft a service plan. The component lists up to 10 cases.") ### Step 1: Set Up a Case Data Stream To initiate the flow of your case data into Data 360, create a data stream for the Case object. This step gathers your case data and prepares it to be processed, chunked, and indexed, which is necessary to create a searchable format for Service Assistant to retrieve and present similar cases in the component. Here’s a guided setup that demonstrates the setup steps. There’s no audio. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/8QkmfnGnz27ExGEpQthANK). 1. From the App Launcher, enter and select **Data Cloud**. 2. From the Data Cloud menu tab, select the **Data Streams** tab. If you don’t see the tab, click the **More** tab and then select **Data Streams**. 3. From the Data Streams Setup page, click **New**. The New Data Stream Guided Setup opens. It might take time to load. 4. From the first page of the guided setup, select **Salesforce CRM** and then click **Next**. 5. From the second step of the guided setup, complete these steps. 1. Select **View Objects**. 2. From the Salesforce Objects lookup field, search for and select **Case**. 3. Click **Next**. ![Case data stream selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_ds1.png) 6. From the third step of the guided setup, make these configurations. 1. In the Case Details section, set the Object Category field to **Other**. You can change the prepopulated label, API name, and name of the data lake object. If you already set up a Case data stream for other use cases beyond Service Assistant, then provide a new name for your data stream. Add a separate data stream for the Similar Cases feature because it requires a specific configuration that might not work for other purposes. 2. In the Case Fields section, deselect the fields that are set as required by default. Then select these fields: **Subject**, **Description**, **Created Date**, and **Closed**. Next, add any additional standard and custom fields you want included. **Important**: The indicated fields are only recommendations to get you started. They serve to capture the general details of your Cases. To add more customizations, you can add more standard fields and your custom fields. We included the Closed status field to narrow the search to officially resolved cases. The CaseID and System Modstamp fields are required by default and can't be deselected. The CaseNumber and CaseStatus fields are included in the search by default, but they aren't shown as selected in the list of fields. ![Case data stream selection](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_ds2.png) 3. Click **Next**. 7. From the last page of the guided setup, leave the Data Space field set to **default**, and then click **Deploy**. Your case data is now ingested into Data 360 and stored in a data lake object (DLO). The Data Streams list view page opens. Confirm that the data stream status shows **Processing**. If not, review your configuration or try creating another data stream. Processing can take a while. After a few minutes, click the **Refresh** button. ![Data stream success](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_case_ds_setup.png) Wait until Last Run Status shows **Success** and Data Stream shows **Active**. ![Confirmation of the case data stream](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_ds3.png) Next, go to the Data Lake Objects tab to start mapping the DLO to its data model object (DMO). ### Step 2: Map Your Case Data Lake Object To unify your case data into a single source and make it available for chunking and indexing, connect the data in the data lake object (DLO) to a data model object (DMO). This unifies your Case data into a single source in Data Cloud, making it available for chunking and indexing that’s used by Service Assistant to search for relevant cases to display in the component. Here’s a guided setup that demonstrates the setup steps. There’s no audio. To get started, go to the Data Lake Objects page. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/11Qctg5VAF5DLg41ZYhNmk). 1. From the Data Cloud menu tab, select the **Data Lake Objects** tab. If you don’t see the tab, then click the **More** tab and then select **Data Lakes**. 2. From the Data Lake Objects page, in the Name column, click the name of your data lake object. In our example, the name is **Case\_Home**. 3. In the Data Mapping component, click **Start**. 4. From the mapping page, in the Data Model Entities section on the right side of the page, click **Select Objects**. The page may take time to load. 5. From the Select Objects panel, in the Standard Data Model tab, select the **All Objects** tab. Then use the lookup field to search for **Case**, click **+**, and then click **Done** at the bottom of the panel. The object mapping canvas opens. ![Case select](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_dlo_case_select.png) 6. To confirm that each DLO field on the left side of the canvas is correctly mapped to a DMO field on the right side, review your object mapping. The SfdcOrganizationid and System Modstamp fields don't require a mapping. ![Default Case mapping](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_case_mapping_default.png) 7. **Optional**: Complete the mapping for any standard or custom fields that aren’t automatically mapped by default. To create a mapping, select a DLO field on the left (1) and then map it to its DMO on the right (2). Standard and custom DLO field names can be different from their DMO field names, as shown in the following example. For a list of standard Case DLO to DMO mappings, see [Salesforce CRM: Case Mappings](https://developer.salesforce.com/docs/data/data-cloud-dmo-mapping/guide/c360dm-crm-case.html?q=case+comment). Mapping the System Modstamp field is optional. ![Case mapping](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_case_mapping_ex.png) 8. When your mappings are complete, click **Save & Close**. ### Step 3: Set Up a Search Index To enable Service Assistant to find similar cases, use Data 360 to process and index your case data into a searchable format. The search index breaks down your case field data into chunks, which improves filtering and searching for similar cases. The data chunks form the basis for finding accurate matches to the active case that the service rep is working on. You can specify what Case fields to include for chunking and indexing. The steps set up a sample search index based on the Description field. The Description field typically contains the most detailed case information. After it's indexed, these data chunks form the basis for finding accurate matches to the active case the service rep is working on. To maximize search relevance, we recommend prepending the Subject field to the Description. Because the Subject often provides a concise summary of the issue, combining it with the detailed Description field makes sure that Service Assistant can identify relevant cases, even when the description text itself lacks sufficient context. More details are provided in the steps. Here’s a guided setup that demonstrates the setup steps. There’s no audio. Go to the Search Index page to get started. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/FWz7VEmny2jyjmmWYrg6fr). 1. From the Data Cloud menu tab, select the **Search Index** tab. If the menu doesn't show the tab, click the **More** tab and then select **Search Index**. 2. From the Search Index record list page, select **New** **\>** **Advanced Setup** **\>** **Next**. The Search Index Builder opens and initiates the guided setup for the search index. 3. From the Search Index Builder, in the Search Type and Source Object tab, make these selections. 1. In the Select Search Type section, select **Hybrid Search**. 2. In the Select Source Object section, keep the Data Space field set to **Default** and then select **Case** in the Data Model Object Label column. ![Search index object and search](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_search_source.png) 3. Click **Next** in the top right of the page. 4. From the Chunking tab, under the Select Fields to Chunk section, click **Manage Fields** and then select **Description**. Description is mandatory because its content helps identify similar cases. You can select other fields such as your custom fields. Then click **Save**. The Description field contains the most relevant information for chunking. When a plan is drafted, Service Assistant uses your chunked index field data to identify similar cases. Optionally, select Subject in this step. However, to produce a single set of chunked data that simplifies the search and retrieval of similar cases, we recommend prepending the Subject field to the Description field. Take the next steps to complete prepending. ![Case chunking1](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_field_select.png) 5. From the list of selected fields, in the Chunking Strategy column, make sure **Passage Extraction** is selected for each field and then click **Passage Extraction**. Review [Chunking Strategies](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_supported_chunking_strategies.htm&type=5&language=en_US) for details on the Passage Extraction chunking strategy. In this strategy, the HTML tags within the content of Case fields are indexed into smaller chunks. ![Case chunk](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_chunk2.png) 6. From the pop-out menu, activate **Prepend fields to each chunk**. From the Select Field picklist, select **Subject**. Click **Save** and then click **Next** at the top of the page. ![Case chunking1](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_prepend.png) **What prepending is**: The content of the Subject field is copied and placed at the beginning of every piece of text from the Description field. **Why prepending is used**: Pre-pending the Subject increases the power of your search for similar cases and makes it more accurate. The Subject is usually the best, shortest summary of the case. By attaching it to every single section of the longer Description text, you guarantee that the main topic of the case is always included in the searchable data. This helps Service Assistant find relevant cases even if a small, isolated paragraph in the Description doesn't explicitly mention the main subject or the description lacks ample detail. 7. From the Vectorization tab, in the Select Embedding Model field, select **Multilingual E5 Large Embedding Model**. Then click **Next** at the top right of the page. 8. From the Fields for Filtering tab, drag the Closed field from the Attributes section to the Selected fields section. Then click **Next**. In our example, we only included the Closed and Created Date fields to set general filtering criteria. Including the Closed field is recommended to ensure the search only retrieves Cases that are closed. However, you can select any field for your use cases. We also recommend adding the Created Date field so that only cases from a specific point in time are referenced in the search. This allows you to limit the search to a specific range so that your entire case data isn’t indexed. The fields you select in your search index filter are used to populate the fields available in the retriever search that you configure in the next procedure. The difference between setting filtering fields in the search index versus the retriever is that the search index makes the fields available for filtering, while the retriever applies the filters to find similar cases. ![Case fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_search_filter.png) 9. Skip the Ranking tab. Service Assistant doesn't support ranking. Click **Next** at the top right of the page. 10. In the Review and Build tab, optionally change the name of the search index configuration. Also, review your configuration to make sure all of your settings are marked as successful. Then click **Save**. **Important**: Carefully review your selections to make sure that you have the standard and custom fields that you want included. After you complete the search index setup, you can't make changes. To make changes, create a new search index. ![Case success](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_confirm.png) The Search Index Builder closes. Your Search Index detail page opens and begins to build. The initiation of the build process can take time and you see an empty status in the Search Index Last Run Status field. This empty status may persist for a while. After a few minutes, confirm the status shows **In Progress**. The build may take a while baed on the amont of case data. Before moving on to the next step, confirm that the Search Index Last Run Status field shows **Ready**. ![Search index setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_index_case_seteup_pg.png) ### Step 4: Set Up a Retriever Create a data retriever that sorts and filters your indexed Case data and creates a list of similar cases in the service plan. This step continues from your search index setup. The search index configuration determines which fields in your entire Case data to chunk and index. Now, set up a retriever to choose which fields and associated data to retrieve from that indexed data. As part of the retriever setup, you add filters to return only cases that meet specific criteria. These filters are based on the filters that you added to your search index. In our example configuration for the search index, we added filters to return only closed cases that were created after a specific date. We set the same filters in our retriever. You can add more filters in your retriever based on what you set in your search index. Service Assistant uses your filters to retrieve and rank cases that are similar to the active case that the service rep is working on. Cases with the highest similarity appear in the list in the service plan. The retrieval search returns only cases with a similarity score of 0.6 or higher. You can’t modify this threshold. Here’s a guided setup that demonstrates the setup steps. There’s no audio. To get started, use the App Launcher and go to AI Models. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/iB3r1oBNksE3LNDWxujvFS). 1. From the App Launcher, enter and select **AI Models**. 2. From the AI Models navigation panel, select **Retrieve**. 3. From the Retrievers list view page, select **New Retriever**. 4. Select individual retriever option, and then click **Next**. The Retriever Builder opens. 5. From the Select Retriever Type tab, select **Data Cloud** and then set these field settings. 1. For the data space field, select **default**. 2. For the data model field, select **Case** 3. For the Search Index field, select the name of the search index you created. 4. Click **Next**. ![Retriever type configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_type.png) 6. From the Define Retriever Filters tab, set filters to restrict the search to return only cases that meet specific conditions. Filters define and apply conditions used to search for and retrieve similar cases that meet specific criteria. The filters you set here leverage the filters set in your search index configuration. In our example configuration, we set filters in the search index based on the Closed and Created Date fields. As a result, these fields are accessible in the retriever filter setup. 1. Select **Filter Documents to Return**. 2. From the Use Filter When picklist, select **All Conditions Are Met**. 3. Next to Dynamic, in the lookup field, enter and select **Closed**. 4. Set the Operator field to **Equal To**. 5. Set the Value field to **true**. **Important**: The “t” in true must be lowercase. This requirement of the setting the Value field to “true” applies to any picklist field you include in your filter. 6. Next to Dynamic, From the lookup field, enter and select **Created Date**. 7. Set the Operator field to **Grater Than or Equal To**. 8. Select a date in the Date field. 9. **Optional**: Click **\+ Add Condition** to set any additional filtering conditions. Then complete the steps again for any additional filters you want to set. 10. After setting all your filters, click **Next**. ![Search results return a number](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_filters.png) 7. From the Configure Retriever Results tab, specify the number of results to return and select which field data to return from your indexed Case data. 1. In the Number of results to return field, set the number of cases to return. ![Search results return number](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_results.png) While Service Assistant automatically shows a maximum of 10 similar cases in the component, configure the retriever to return 30 or more cases. We recommend this because the retriever first aggregates a pool of cases from your search index. Then, it filters those cases based on your retriever filters and the 0.6 similarity threshold. If you set a low return number, it's possible that no cases pass both filters, leaving the list empty. A larger pool makes sure that the component is populated with similar cases. 2. From the retriever Fields to Return section, in the Field Label field, enter **Id**. Then, from the Field Name field, select **Direct Attributes** > **Case** > **Case Id**. ![Search results return number](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_results4.png) Setting retriever results determines how the case is listed in the search results. However, Service Assistant always shows the Case ID and Status fields in the component by default, as shown in the provided image. You can't change this configuration. Regardless of this preset configuration, the retriever setup still requires you to set fields to return. We recommend setting the **Id** field. ![List display](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_list_display.png) 3. Leave the Citation Settings off and then click **Next**. 8. Review your configuration and save your work. ![Retriever active](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_review.png) The setup of your retriever is complete and the retriever detail page opens. Make sure that your retriever is active. If not, click **Activate**. Stay on the retriever detail page and go to the next step. ![Retriever active](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_active.png) ### Step 5: Test Your Setup Use the Retriever Playground in AI Models to verify that your search index is working and that it retrieves a set of similar cases. Here’s a guided setup that demonstrates the setup steps. There’s no audio. Make sure you’re on the retriever detail page. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/sUXUVkrT5xz8u9eJ1N5ytq). 1. From the retriever detail page, click **Test**. The Retriever Playground opens. 2. From the Retriever Playground, confirm that your retriever is selected and that your search conditions match the parameters you set during your retriever setup. ![Retriever configuration](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_playground_conditions.png) 3. Confirm that your filter conditions are listed in the Include in Search section. These conditions correspond to the filters configured during your retriever setup. 4. Use the chat box to search for cases and review your results. Enter terms that relate to key terms used in the subject and description of the case types you want to test. All cases are scored on a scale 0.0–1.00. Only cases that have a score of 0.6 or higher are shown in the Service Assistant component. If you see that no cases pass the 0.6 threshold, the Subject or Description fields aren’t populated with enough or relevant information. ![A retriever test example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_search.png) If cases aren’t populated or they don’t meet the 0.6 threshold, try these troubleshooting steps. - Confirm that you have Cases of the type you're searching for. Try different search terms. - Review both the data stream configuration and your object mappings to ensure the right fields are included and mapped to the right DMO. - Make sure that you have the correct fields included in the Fields for Filtering tab of your search index. If you find that fields are missing, then you must create a new search index. - Review the filter settings configured in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to “true”. The “t” must be lowercase. - Adjust your test queries and conditions in the Retriever Playground. Click **Configure Conditions** and update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever, then rebuild the search index and update your retriever as needed. ### Step 6: Integrate Your Retriever with Service Assistant To use your retriever in Service Assistant, turn on the similar cases feature and then add your retriever. Here’s a guided setup that demonstrates the setup steps. There’s no audio. Go to the Service Assistant Setup page. To open the video in full screen, click [here](https://salesforce.vidyard.com/watch/VGN5evrp1T2nnKsF1FG5HK). 1. From Setup, in the Quick Find box, enter and select **Service Assistant**. 2. From the Service Assistant Setup page, go to the Customize Experience by Object section. 3. From the Case tab, under Define Service Plan User Expereince, go to the Find and Show Similar Cases (Optional) section. Turn on Similar Cases. 4. From the Add a Data Cloud Retriever section, select your data retriever. 5. Click **Save**. ![Find and Show Similar Cases section in the Service Assistant Setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_setup_pg.png) ### Step 7: Draft Service Plans and Troubleshoot To confirm that similar cases appear in the service plan, go to a case record and draft a service plan. The component lists up to 10 cases. If you have existing cases with service plans, refresh the Case record page to see a list of similar cases populated in the component. ![Example plan with similar cases](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_example.png) If you don’t see any similar cases in service plans, try these troubleshooting steps. Confirm that general setup is complete. - From the Service Assistant Setup page, remove your selected retriever. Then turn off the Similar Cases feature and turn it back on. Then draft a new service plan. - Confirm that your data stream, search index, and retriever are active. - Confirm that the search index **Last Run Status** shows **Ready** before you expect results in Service Assistant. If you don’t see **Ready**, rebuild your search index or create a new one. Review the search index configuration. - Review your chunking and filter conditions set in your search index. Make sure that you set the Subject and Description as fields for chunking. Follow the guidance in Step 3 of [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5). - Review and modify any other fields you selected for chunking and filtering. Make sure they’re included in your search index chunking and filtering configuration and are available when you configure your retriever. - If you set a date range in your search index, review and modify the range. Review your retriever settings. - Review the filter settings in your search index and in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to “true”. The “t” must be lowercase. - Confirm that you selected the right retriever and that it's an individual retriever. The Similar Cases feature doesn't support ensemble retrievers. - For the data retriever, increase the number of results returned to 50. - In the AI Models tab of Data 360, go to your retriever and open the Retriever Playground. Run queries similar to real case subjects and descriptions. Only results with a similarity score of 0.6 or higher appear in Service Assistant. If you see no cases or only low-scoring cases, adjust your test queries on the retriever detail page. Update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever. <!-- document id=0dcd7f08957eeb020fc02a236a8e28d8147130e88681de366e907525ea73f97a url=/admin/current/en-us/service/264-0-0/sp_sc_dc1.md --> # Set Up Similar Cases for Data Cloud One (Optional) Show a list of similar Cases in Service Assistant when using a Data 360 companion org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with guidance plans.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9953e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9953e94 ">To set up similar cases for Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9953e94 "> <p>You have a Data Cloud One companion org and these permission sets assigned.</p> <p>Data Cloud Architect permission set*</p> <p>AND</p> <p>Service Planner Builder permission set</p> <p style="margin-bottom:0;">*Requires your default data space enabled on the Data Cloud Architect permission set. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Associate a Permission Set with a Data Space</a>.</p> </td> </tr> </tbody> </table> These steps guide you through configuring the similar cases feature for Data 360 and Data Cloud One companion orgs. This process utilizes case mapping, indexes, and retrievers from your home org, following the standard [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US) documentation. The standard similar cases configuration we provide retrieves cases based on the Subject and Description fields. Before you begin, make sure you have completed the general Service Assistant setup in your companion org. See [Set Up Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_start_setup.htm&type=5&language=en_US). - If you already have Service Assistant installed in a companion org, you only need to set up your case data stream, index, and retriever in your home org and assign companion org-specific permissions. - If you already have Service Assistant setup in your companion org and have a case data stream, index, and retriever configured in your home org, you only need to assign companion org permissions and then add your retriever to Service Assistant. See [Step 3: Complete Companion Org Setup](https://help.salesforce.com/s/articleView?id=service.sp_sc_dc1.htm&release=264.0.0&type=5) Considerations - All Service Assistant extension features are also supported in the companion org. You can optionally choose to set those up in the companion org. See [Extend Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&type=5&language=en_US). There are no permissions differences for using each extension feature in companion orgs. - Setting up knowledge grounding in companion orgs requires a separate configuration as the knowledge data library type isn’t supported in companion orgs. Setup instructions for knowledge grounding in companion orgs will be provided in a future update. - Service Assistant can only be installed in companion orgs. It can't be used in both a home and a companion org. You can install Service Assistant on multiple companion orgs. - You can only create your case data streams, object mappings, search indexes, and retrievers in your home org. - Your companion org must contain existing case data. This data is ingested into the home org during the setup process. Service Assistant surfaces only the ingested companion cases. It doesn't reference home org cases. ## Step 1: Complete Data Cloud One Setup Start your setup by connecting your home org and companion org. If you already have a connection established, confirm the connection is active and go to the next section. 1. From your home org, [set up a Data Cloud on companion connection](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_setup.htm&type=5&language=en_US). 2. When the connection is in progress, go to the companion org and assign the admin user the Data Cloud One permission set. The permission set is required to complete the connection. Make sure the permission set has access to the default data space. 3. From the home org, go to the Data Cloud One Setup page, select your companion org connection, and confirm the connection status is Active and the Companion Sync Status is Succeeded. See [Data Cloud One Companion Connection Statuses](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_connection_statuses.htm&type=5&language=en_US). ## Step 2: Complete Home Org Setup Set up the similar cases feature in your home org. The setup steps guide you through the creation of a Case data stream, object mapping, search index, and retriever in your home org. You must complete the setup in your home org because the features used to complete steps aren't available in companion orgs. See [Data 360 Features on Companion Orgs](https://help.salesforce.com/s/articleView?id=data.c360_a_companion_org_data_cloud_features.htm&type=5&language=en_US). 1. Complete procedures 1-4 in [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5). 2. When you complete the steps, go to the AI Model app. 3. From the AI Models tab, on the left-side navigation bar, Select **Retrieve**. 4. From the Retrievers list view page, select your retriever and then click **Test Retriever**. 5. Use the Retriever Playground to test your setup. 1. Confirm your filter conditions listed in the Include in Search section. These conditions correspond to the filters configured during your retriever setup. 2. Use the chat box to enter a case subject or description. 3. Review your results. All cases are scored on a scale from 0.0-1.00. Only cases that have a score of 0.6 or higher are shown in the Service Assistant component. If you see that no cases pass the 0.6 threshold, that means the subject or description fields aren’t populated with enough or relevant information. ![Retriever test example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_retriever_test.png) If cases aren’t populated or they don’t meet the 0.6 threshold, try these troubleshooting steps. - Confirm that you have Cases of the type you're searching for in the companion org. Try different search terms. - Review both the data stream configuration and your object mappings to ensure the right fields are included and mapped to the right DMO. - Confirm both the retriever and search index are active in your home org. - Make sure that you have the correct fields included in the Fields for Filtering tab of your search index. If you find that fields are missing, then you must create a new search index. - Review your retriever field filtering configuration to confirm that you have the right fields set. The field filtering configuration controls what field data is sorted through and retrieved from your indexed Case data. Specifically, confirm that you set the Closed filter to have a value of "true" where the "t" must be lower case. Applying "true" applies to any picklist field. Confirm that your retriever is active. - Review your retriever configuration to modify or set filters search to only retrieve cases that meet specific criteria, such as being created after a specific date or being set to Closed. ## Step 3: Complete Companion Org Setup Configure similar cases in your companion org. 1. Assign these permissions set licenses to the admin user. 1. Agentforce (Default) 2. Agentforce Service Agent Builder 3. Einstein Prompt Templates 4. Remote Data Cloud 5. Service Planner Access 2. Assign these permission sets to the admin user. 1. Service Planner Builder 2. Service Planner User 3. Prompt Template User 4. Prompt Template Manager 5. Agentforce Default Admin 6. Data Cloud One 3. Assign the ServicePlanner User (agent user) the Data Cloud One permission set and make sure the permission set has access to the default data space. 4. Assign your service reps the service planner user permission set. 5. From the Service Assistant Setup page, go to Step 4: Customize Experience by Object. 6. From the Case tab, in the Find and Show Similar Cases (Optional) section, turn on Similar Cases. 7. From the Add a Data Cloud Retriever section, add the data retriever you created in your home org and then click **Save**. 8. Go to a case record and draft service plan. Confirm you see a list of similar cases at the bottom of the component. ![DC1 plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_sc_dc1_plan.png) Confirm that general setup is complete. - From the Service Assistant Setup page, remove your selected retriever. Then turn off the Similar Cases feature and turn it back on. Then draft a new service plan. - Confirm that your data stream, search index, and retriever are active in the home org. - Confirm that the search index **Last Run Status** shows **Ready** before you expect results in Service Assistant. If you don’t see **Ready**, rebuild your search index or create a new one. Review the search index configuration. - Review your chunking and filter conditions set in your search index. Make sure that you set the Subject and Description as fields for chunking. Follow the guidance in Step 3 of [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5). - Review and modify any other fields you selected for chunking and filtering. Make sure they’re included in your search index chunking and filtering configuration and are available when you configure your retriever. - If you set a date range in your search index, review and modify the range. Review your retriever settings. - Review the filter settings in your search index and in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to “true”. The “t” must be lowercase. - Confirm that you selected the right retriever and that it's an individual retriever. The Similar Cases feature doesn't support ensemble retrievers. - For the data retriever, increase the number of results returned to 50. - In the AI Models tab of Data 360, go to your retriever and open the Retriever Playground. Run queries similar to real case subjects and descriptions. Only results with a similarity score of 0.6 or higher appear in Service Assistant. If you see no cases or only low-scoring cases, adjust your test queries on the retriever detail page. Update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever. <!-- document id=84818feb549ee9da932aa3158c8094e42c44f1390b9bcfe32939d94d624c2dd0 url=/admin/current/en-us/service/264-0-0/it_srvcs_predictivmodel_slabreach.md --> # Set Up SLA Breach Prediction for IT Services Set up the SLA Breach Prediction model to forecast breach probabilities using machine learning and real-time data. Use the resulting risk scores to prioritize urgent tasks and improve service reliability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> ## Install the SLA Breach Prediction App 1. Set up Data Cloud. 2. From Setup, in the Quick Find box, enter templates, and select **Templates** under **Apps** | **Intelligent Apps**. 3. In the list of available templates, select the dropdown for SLA Breach Prediction, and then select **Create App**. 4. In the Data Space Name, select the default data space for the application installation, and click **Next**. 5. In the Training Duration field, enter the number of days of historical data to use for model training (default is 365 days), and click **Next**. 6. In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click **Next**. 7. In the Enter App Details page, provide an App Name, Description, and Log Level. 8. Click **Create** to begin the installation process. The App Install History page appears. The installation includes automated tasks for data transformation, model training, and scoring. Initial sla breach scores are saved to the Incident\_SLA\_Breach\_Score data model object (DMO). ## Create an AI Accelerator Use Case To display breach predictions on a record page, you must configure an AI Accelerator Card. 1. From Setup, in the Quick Find box, enter AI Accelerator, and select **AI Accelerator**. 2. Click **New Use Case**. 3. In the Use case name box, enter a unique name, such as SLA Breach Prediction, and then select **Save**. 4. Click **Edit** for the new use case to configure its definition. In the Maximum Predictors box, enter the number of top predictors to display, such as 3. 5. To display predicted scores on a record page, link the prediction in Incident\_SLA\_Breach\_Score DMO to the Incident DMO. 6. In Use Case Model, select **Add Model** and add this information: Configure the remaining fields using this table: AI Accelerator Configuration by Record Type | field | value | | --- | --- | | Prediction Platform | Einstein on Data Cloud | | Use Case Model Name | Incident SLA Breach Prediction test | | Predictions | Already generated | | Data Space | default data space that contains the input data model objects (DMOs) | | Score Field | Incident SLA Breach Scoring > Predicted Score > Predicted Score | | Reference Record Field | Incident > Incident Id > Incident Id | | Score Join Fields | Incident SLA Breach Scoring > Incident Id | | Reference Record Join Field | Incident > Incident Id | | Prediction Label Template | The predicted score is %%SCORE%% | 7. Save your changes. ## Add the AI Accelerator Card to Record Page Configure the AI Accelerator component on the Incident page layout to provide IT teams with real-time SLA breach predictions and intelligent insights. 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open a record. 3. Click the **Setup** and select **Edit Page**. 4. In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout. 5. Select the component and configure its properties: - Title: Enter SLA Breach Score. - Use Case Definition: Select the SLA Breach Prediction use case created earlier. - Threshold Score: Enter the minimum score required for the prediction to appear (for example, if the minimum score is 5, records with an SLA breach prediction score below 5 aren't displayed). 6. Save your changes and then **Activate** the page. The AI Accelerator card now appears on the record page, displaying SLA breach predictions for incidents. Verify the card appears on an active incident record. <!-- document id=f69d3a58a029f860419ca5993869edcc92082822fa309bcf0fa973e2c76e7fc8 url=/admin/current/en-us/service/264-0-0/sla_milestones_setup.md --> # Set Up SLA Milestones SLA Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to SLA policies and applied to support records like cases and work orders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before setting up milestones, make sure that you understand where milestones can appear. See [Where Can I View Milestones?](https://help.salesforce.com/articleView?id=entitlements_milestones_app_visibility.htm&language=en_US) - **[Customize Milestone Page Layouts](https://help.salesforce.com/s/articleView?id=service.sla_milestone_layouts.htm&release=264.0.0&type=5)** Customize your page layouts for milestones to help support reps and supervisors track support progress. - **[Enable Milestone Feed Items](https://help.salesforce.com/s/articleView?id=service.sla_milestones_feed_item.htm&release=264.0.0&type=5)** Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated. - **[Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.sla_milestone_tracker.htm&release=264.0.0&type=5)** The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console. - **[Limit User Updates to Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_updates.htm&release=264.0.0&type=5)** Add validation rules to milestones to prevent users from updating milestones unless certain criteria are met. - **[Create a Milestone Type](https://help.salesforce.com/s/articleView?id=service.sla_setting_milestones.htm&release=264.0.0&type=5)** You create milestone types in your org and then add them to an SLA policy to enforce different service levels on support records, like cases and work orders. - **[Create a Milestone](https://help.salesforce.com/s/articleView?id=service.sla_create_a_milestone.htm&release=264.0.0&type=5)** Milestones represent required steps in your support process, such as case resolution time and first response time. You create master milestones in your org and then add them to SLA policies to enforce different service levels on support records, like cases and work orders. - **[Auto-Complete Case Milestones Using an Apex Trigger](https://help.salesforce.com/s/articleView?id=service.sla_milestones_trigger.htm&release=264.0.0&type=5)** Create an Apex trigger that automatically marks milestones Completed on cases that match unique criteria. In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones. <!-- document id=68c075b80dd27555fc53656874a9c6f642601a8e8de18eec743c09e0176d0476 url=/admin/current/en-us/service/264-0-0/entitlements_process_set_up.md --> # Set Up SLA Policies SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_create.htm&release=264.0.0&type=5)** Create an SLA policy to give support reps a timeline of required steps to follow when solving support records. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. - **[Customize SLA Policy Fields](https://help.salesforce.com/s/articleView?id=service.sla_policy_fields.htm&release=264.0.0&type=5)** If you intend to use SLA policies in your Salesforce org, customize page layouts to ensure that support reps can see and interact with SLA policies. - **[Add a Milestone to an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_adding_sla.htm&release=264.0.0&type=5)** Add milestones to SLA policies to define required steps in your support process. - **[Add a Milestone Action to an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_milestone_actions.htm&release=264.0.0&type=5)** Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an SLA policy. After you create an SLA policy and add milestones to it, add milestone actions to the milestones. - **[Apply an SLA Policy to an Entitlement](https://help.salesforce.com/s/articleView?id=service.sla_policy_apply.htm&release=264.0.0&type=5)** You’ve created an SLA policy; now it’s time to use it! Apply an SLA policy to a customer’s entitlement so all support records linked to the entitlement use that policy. <!-- document id=96c69cadce9521a1f103f93cb1d614b2c1886a91a2fabd94cf8922e87087257c url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_sla_notif_parent.md --> # Set Up SLA Policies and IT Notifications Establish service-level agreement (SLA) policies and multichannel notification workflows to track resolution targets and keep IT representatives updated on critical milestone events. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <!-- document id=544d59cfcbd5fd4591820a7a9d925d0743f3a076b4973a135b34284070b9db34 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_setup.md --> # Set Up Slack for IT Services Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9632e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9632e70 ">To use Slack for Agentforce IT Service</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9632e70 ">Connect Salesforce with Slack</td> </tr> </tbody> </table> 1. Connect your Salesforce org and Slack. See [Connect Salesforce and Slack](https://help.salesforce.com/s/articleView?id=slack.slack_connections.htm&type=5&language=en_US). After successfully connecting your Slack workspace to Salesforce, follow the below steps to map your Employee users. 1. Go to your Slack Admin and click your workspace name in the sidebar. 2. From Tools & Settings, click **Manage Salesforce organisations**. 3. Select the Salesforce org and go to the **User** tab. 4. Click **Add Individually** and select the Employee users to be mapped. 5. Click **Grant Access**. 2. Create a workspace and invite users to Slack. See [Get Started with Slack in Salesforce](https://help.salesforce.com/s/articleView?id=slack.slack_salesforce_setup.htm&type=5&language=en_US). 3. Set up and configure Salesforce channels. See [Set Up Salesforce Channels in your Org](https://help.salesforce.com/s/articleView?id=slack.slack_salesforce_channels_setup.htm&type=5&language=en_US). 4. Enable Salesforce for Slack integrations. See [Salesforce for Slack Integrations](https://help.salesforce.com/s/articleView?id=slack.slack_apps.htm&type=5&language=en_US). 5. Enable Service for Slack app. See [Enable Service for Slack](https://help.salesforce.com/s/articleView?id=slack.enable_lex_swarming.htm&type=5&language=en_US). Make sure you select Slack as your collaboration tool on the Swarming setup page. 6. Set up the Swarm Conversations component for IT records. See [Set Up the Swarm Conversations Component](https://help.salesforce.com/s/articleView?id=slack.service_swarm_slack_set_up_slack_conversations.htm&type=5&language=en_US). 7. Enable Agentforce and create agents in Slack. See [Set Up and Manage Agentforce in Slack](https://slack.com/intl/en-in/help/articles/36218109305875-Set-up-and-manage-Agentforce-in-Slack). 8. Create notifications for Slack app users. See [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.") - **[Configure Employee Service Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_cnfgr_employee_slackapp.htm&release=264.0.0&type=5)** Select a Digital Experience site so that Slack can authenticate employee users and correctly unfurl (preview) Salesforce records shared in Slack. Make sure that the employee users have the access to the preferred site. - **[Configure Service for Slack App for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_cnfgr_service_cloud_app.htm&release=264.0.0&type=5)** Help your IT service team solve issues seamlessly, without leaving their conversations in Slack using the Service for Slack app. Agents can access and update records, collaborate in a swarm channel, manage tickets, and more, directly from their primary workspace. <!-- document id=71b9ee593bb4136ba62393922673b1010501ca01db3af027264098121faf26d1 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_sla_milestones.md --> # Set Up SLAs and Milestones for IT Services Define service delivery standards for your IT teams. Use a predefined service-level agreement (SLA) policy for quick setup or customize your own policy to match your business needs. Set up the option to manually pause and resume milestone timers and give your support reps more control to accommodate unforeseen delays. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Predefined SLA Policies and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predefined_sla_policies_setup.htm&release=264.0.0&type=5)** Quickly enable SLA policies and milestones for IT services from a single page. Reduce implementation steps and deliver consistent service levels for your incident, problem, and change requests without extensive configuration. - **[Configure Manual Pause for Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pause_milestones.htm&release=264.0.0&type=5)** Give your IT team control over service delivery timelines so that they can manually pause and resume milestones for service-level agreements (SLAs) that apply to incidents, problems, and changes. When this feature is enabled, support reps can temporarily halt SLA timers for unexpected external dependencies or stakeholder actions. It also provides visibility by tracking the date, time, and duration of the pause. - **[Configure Your Own SLA Policies and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_sla_setup.htm&release=264.0.0&type=5)** Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services. <!-- document id=ddec806041cfdc67a33b38c1df88f556411edd8638d9ff482abd4ed68b66467d url=/admin/current/en-us/service/264-0-0/pfs_sliding_service_appointment.md --> # Set Up Sliding and Reshuffling for Scheduling and Appointment Booking Free up time for scheduling more appointments when using Field Service appointment booking and scheduling. With sliding, service appointments on the Gantt can move to an earlier or later time, within the resource’s availability for the same shift. By using reshuffling and sliding together, service appointments on the Gantt can also move to a different day or to a different resource. Reshuffling and sliding service appointments provide more time slot availability and faster SLA compliance and enable the scheduling of longer service appointments by reducing white spaces. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d168344e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d168344e66 ">To enable service appointment sliding:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d168344e66 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Enable Service Appointments Sliding and Reshuffling When Using Enhanced Scheduling and Optimization Watch the video to see how to free up time for a new service appointment when using appointment booking and scheduling operations by sliding service appointments on the Gantt to an earlier or later time, within the resource’s availability. To schedule critical service appointments even when the Gantt is full, the service appointments’ priorities are considered when using sliding and reshuffling together. If a scheduling action can’t find an available time slot by sliding and reshuffling, service appointments with lower or equal priorities can drop from the schedule. See [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments."). Before you enable service appointment sliding and reshuffling, make sure you meet these requirements. - Field Service is enabled. - The latest version of the Salesforce Field Service managed package is installed. - Enhanced Scheduling and Optimization is enabled. 1. From the App Launcher, open the Field Service Admin app, and then click the **Field Service Settings** tab. 2. Select **Scheduling | General Logic**. 3. Under Sliding and Reshuffling select one of the options: 1. Select **Sliding only** to enable service appointments to move between time slots for the same resource within the same shift. Sliding is the default value. Select **Enable complex work sliding by territory** for complex work chains scheduled to multiple resources (for example, same start appointments). 2. Select **Sliding and reshuffling** to enable service appointments to move between time slots on any day or to another resource. From the Keep Scheduled Criteria picklist, select a service appointment status to use as criteria to make sure that the appointments aren’t dropped from the Gantt during scheduling and appointment booking. These appointments can be moved to a different time slot or to a different resource. 3. Select **None** prevents appointments on the Gantt from moving. 4. From the Pin Criteria picklist, select service appointment statuses to use as criteria to pin appointments to the Gantt (maximum 155 characters). These appointments are excluded from scheduling and appointment booking. 5. Click **Save**. Considerations for using sliding only: - Service appointment sliding doesn’t violate any scheduling rules. - Service appointments can’t move from one resource to another. - Service appointments can’t be unscheduled. - Service appointments can move left and right within the shift without changing the order of the service appointments scheduled in the shift. They can also move from before lunch breaks to after lunch breaks. - Sliding service appointment functionality is applicable to appointment booking and schedule services only. - Service appointments that are part of a complex work chain and are scheduled to multiple resources can move only to the right. - If a service appointment that’s part of a complex work chain is violating a work rule, the entire chain is considered pinned. - Sliding isn’t supported for service appointments that are part of a complex work chain and that are scheduled during shifts that span over midnight, except for service appointments with a same-start dependency. - Users must have sharing access to all scheduled service appointments in the service territory where scheduling is requested to allow for sliding and reshuffling to occur. Considerations for using sliding with reshuffling: - Service appointments with **Schedule over lower priority appointment** selected, can cause a lower priority appointment to be dropped from the Gantt. - If sliding and reshuffling is enabled, to increase the chances of finding availability, all resources in the service territory can be reshuffled. For example, there are three resources in the service territory with these skill sets: - John - Repair - Maria - Installation, Repair - Adam - Maintenance, InstallationA new repair appointment needs to be scheduled, but John and Maria are both fully booked. John is fully booked with repair work and Maria is fully booked with installation work. Adam is available to receive work but doesn’t have the Repair skill. By using the reshuffle action, installation appointments can be rescheduled from Maria to Adam, freeing up room in Maria’s schedule for the new repair appointment. - Reshuffling maximizes the possibility of finding available time slots, but it takes longer than sliding alone. - Service appointments that are pinned to the Gantt aren’t moved. - Service appointments with a status that matches one of the statuses defined in the Pin Criteria field on the General Logic tab aren’t moved. - A service resource’s appointments are reshuffled to another day or to another resource only if there's no availability to schedule with sliding. - When sliding and reshuffling is enabled and Get Candidates is used to find availability, if the selected available time is no longer available when the user clicks Schedule—due to changes made after the candidates were initially loaded—the system attempts to reshuffle appointments. If the new service appointment has a higher priority than existing appointments, the reshuffle process can drop another appointment to accommodate the new selection. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Automatic rescheduling of dropped appointments only occurs when availability exists within the scheduling horizon of the appointment being scheduled. If available slots exist only outside the horizon, dropped lower-priority appointments return to unscheduled status and must be manually rescheduled. The scheduling horizon of the target appointment determines the rescheduling scope. For example, you're scheduling a high-priority appointment with a 7-day horizon and a lower-priority appointment is dropped to make room. If that dropped appointment has available slots on day 5 or 6, it’s automatically rescheduled. However, if available slots exist only on day 10 (outside the 7-day horizon), the appointment is dropped and returns to unscheduled status. ## Customize Service Appointment Reshuffling When Not Using Enhanced Scheduling and Optimization You can define the time period in which lower priority appointments can be postponed when reshuffling. 1. From the App Launcher, find and open the Field Service Admin app, and then click the **Field Service Settings** tab. 2. Click **Scheduling | Dynamic Gantt**. 3. Under Reshuffle Assignments, define the time period in which lower-priority appointments can be postponed. When appointments are reshuffled, lower-priority appointments are rescheduled during the time period between their Earliest Start Permitted—or the current date, if the Earliest Start Permitted has passed—and this many days later. 4. Save your change. #### See Also - [Schedule Appointments from the Record Feed](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&release=264.0.0&type=5 "In Field Service, use the Book Appointment or Candidates Chatter actions to schedule and reschedule service appointments for work orders, work order line items, accounts, assets, leads, and opportunities, or from a service appointment itself. To reflect different visits, you can schedule one or more service appointments for a record.") - [Schedule Appointments from the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_manually.htm&release=264.0.0&type=5 "You can schedule service appointments from the Field Service Classic Dispatch Console by using the mass schedule action or by dragging them onto the Gantt.") - [Schedule Appointments by Using Priorities](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&release=264.0.0&type=5 "Prioritize appointments to schedule them even if your calendar is full. This way, you can schedule important appointments over less urgent ones. When you’re using Enhanced Scheduling and Optimization, and no time slot is available, appointments with lower or equal priorities can be unscheduled (dropped) and replaced by higher-priority appointments. When you’re not using Enhanced Scheduling and Optimization, and no time slot is available, lower-priority appointments can overlap with higher-priority appointments.") - [Get Ready for Field Service Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_customization.htm&release=264.0.0&type=5 "Define your service appointment lifecycle, configure appointment booking settings, and get to know your Field Service scheduling policies, optimization settings, and sharing settings.") <!-- document id=1f41fd2b98e3e56e77c45ae2b73839a0d4969eff66d78666364776d82e0b1bbd url=/admin/current/en-us/service/264-0-0/livemessage_setup_sms_channels.md --> # Set Up SMS Channels Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging. If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Flag raises, supervisor whispers, sensitive data masking, and continuous conversation transcripts help reps work more efficiently in the Service Console. Admins can also create a library of plain text responses for reps to send to customers. You can create multiple enhanced SMS channels in Salesforce, each linked to a different number that you already own or request from Salesforce. If your number is linked to a standard SMS channel (retired February 14, 2026), we help you upgrade to an enhanced channel to access the full range of Messaging features. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). ![SMS Messaging banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_sms_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_setup_sms_channels__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span> </p> <p><strong>Learn About Messaging</strong> </p> <p><a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank"><em>Trailhead: </em>Salesforce Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging Limits</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5" title="As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.">Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_setup_sms_channels__image_gwx_bgr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_gwx_bgr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_explore_1.png" alt="Automate"></span> </p> <p><strong>Get to Know SMS</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_terminology.htm&release=264.0.0&type=5" title="To make the right decisions when setting up an SMS channel in Agentforce Service (formerly Service Cloud), get to know terms such as P2P, A2P, short codes, long codes, and segmentation.">SMS Terminology</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_number_type.htm&release=264.0.0&type=5" title="Select the ideal type of phone number for providing customer service over text in Agentforce Service (formerly Service Cloud). Whether you choose a short code, long code, toll-free long code, or a combination depends on your business needs.">SMS Number Types</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_carrier_filtering.htm&release=264.0.0&type=5" title="Carrier filtering is the practice where carriers block the delivery of some or all of the messaging from a specific number or business. To provide the best messaging solution for your customers, you must understand how and when carrier filtering occurs in Agentforce Service (formerly Service Cloud).">SMS Carrier Filtering</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sms_regulations.htm&release=264.0.0&type=5" title="Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages.">SMS Regulations by Country</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_text_message_considerations.htm&release=264.0.0&type=5" title="Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number.">Considerations for Long Codes</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_short_code_considerations.htm&release=264.0.0&type=5" title="When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada. ">Considerations for Short Codes</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_setup_sms_channels__image_uc4_zfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_uc4_zfr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span> </p> <p><strong>Create Your Channel</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_longcodes.htm&release=264.0.0&type=5" title="Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console.">Create a Long Code Channel</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_shortcodes.htm&release=264.0.0&type=5" title="Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages.">Create a Short Code Channel</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_test_sms.htm&release=264.0.0&type=5" title="Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your Channel</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><a name="livemessage_setup_sms_channels__image_tnb_xfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_tnb_xfr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_explore_1.png" alt="Automate"></span></p> <p><strong>Upgrade from Standard to Enhanced</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5" title="View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.">Compare Standard and Enhanced SMS</a></p> <p><em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging" target="_blank">Upgrading to Enhanced Messaging</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5" title="When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.">Upgrading from Standard to Enhanced Messaging </a></p> <p style="margin-bottom:0;"><a name="livemessage_setup_sms_channels__image_nlj_w13_s2c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_nlj_w13_s2c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/video.png" alt="Video"></span><em> Video Demo: </em><a class="doc_video_link" href="https://salesforce.vidyard.com/watch/fcUAxZMd8m5CXesX1mKuTh" target="_blank">Upgrade from Standard to Enhanced SMS</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_setup_sms_channels__image_etf_vfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_etf_vfr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span> </p> <p><strong>Build Out Your Channel</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Channel Settings</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging Productivity</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging Data</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US" target="_blank">Connect an Agentforce Service Agent</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="livemessage_setup_sms_channels__image_z14_x25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_z14_x25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span> </p> <p><strong>Messaging for Developers</strong> </p> <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a> </p> <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a> </p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note SMS channels are either part of the services branded as standard Messaging or Enhanced Messaging. Enhanced Messaging features are provided using infrastructure different from standard Messaging. Any service level commitments and any security, privacy, data storage or processing locations or data recovery measures that are specific to standard Messaging may be different for Enhanced Messaging, and such information for Enhanced Messaging is as described in the applicable [Trust and Compliance Documentation](https://www.salesforce.com/company/legal/trust-and-compliance-documentation/). Enhanced Messaging features and functionality may also vary from standard Messaging features and functionality. Enhanced Messaging and standard Messaging are subject to the relevant Documentation and all terms on your company’s order form for Digital Engagement. <!-- document id=ea4d156f0db74fb6b5b130e72c5bd2d54e6557961118e2a30981ab11d3f785c6 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_setup_soft_rsrv.md --> # Set Up Soft Reservations for Inventory Set up soft reservations to reserve inventory for upcoming jobs without immediately deducting stock. Soft reservations help you track planned usage and confirm that items are available when work begins. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48217e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48217e74 ">To set up and manage inventory reservations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48217e74 ">Customize Application</td> </tr> </tbody> </table> Assign the necessary permission sets to your admins and reps so they can access reservation features. ## Configure Product Item Field Layouts To prevent manual overrides of stock levels during reservation, set quantity-related fields to read only on serialized Product Item layouts. For non-serialized products, keep quantity-related fields editable so inventory managers can adjust inventory numbers. 1. From Setup, select **Object Manager** and select **Product Item**. 2. Select **Page Layouts**, and select a layout for serialized products. 3. Open the properties for **Quantity Allocated**, **Quantity Damaged**, and **Quantity On Hold**. 4. Select **Read-Only**, and select **OK**. 5. Click **Save**. ## Update Fulfillment Order Line Item Layouts Add these fields to the Fulfillment Order Line Item page layout to track reservation status. 1. From Setup, select **Object Manager** and select **Fulfillment Order Product**. 2. Select **Page Layouts** and select the layout you want to edit. 3. Drag the **Quantity Fulfilled**, **Quantity Remaining**, and **Soft Reservation Status** fields from the palette onto your layout. 4. Click **Save**. <!-- document id=9e1eb38676f8512e048a24e077f7e47fa7537c621e1a1b25caa135ac072c9aa3 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_setup_stage.md --> # Set Up Stage Management for Change Requests in IT Services Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68033e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68033e72 ">To use Stage Management</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68033e72 ">Stage Management Design User and Stage Management User</td> </tr> </tbody> </table> 1. Create stage definition for change request. 1. From Setup, in the Quick Find box, search for and select **Stage Definition** and then enable **Stage Management**. Also enable **Re-evaluate Rules for Draft Stage Definitions** to re-evaluate rules for records associated with the stage definitions. 2. Click **New**, select **Use a Template** and then click **Next**. 3. In the Object field, select **Change Request** and select one of the stage definition type. 4. Fill in the details, click **Next** and confirm the Stage Mapping. 5. Save your changes and click **Publish**. 2. Modify stage definitions. 1. Set up stage transitions. See [Set Up Stage Transitions](https://help.salesforce.com/s/articleView?id=ind.stage_management_set_up_stage_transitions.htm&type=5&language=en_US). 2. Add step definitions for each stage. [See Add Step Definitions](https://help.salesforce.com/s/articleView?id=ind.stage_management_define_stage_transition_rules.htm&type=5&language=en_US). 3. Clone stage definitions. See [Clone Stage Definitions](https://help.salesforce.com/s/articleView?id=ind.stage_management_clone_stage_definitions.htm&type=5&language=en_US). 3. Configure flexible stage progressions using stage definition assignments. See [Configure Flexible Stage Progressions using Stage Definition Assignment and Stage Assignment Rule Criteria](https://help.salesforce.com/s/articleView?id=ind.stage_management_definition_asgnment.htm&type=5&language=en_US). <!-- document id=81ac1caaff66e9d98bf810b26dc4d1b7a9c67bf1b410a067886c2be848ef70f5 url=/admin/current/en-us/service/264-0-0/service_set_up_slk_standard_channels.md --> # Set Up Standard Channels for Self Learning Knowledge Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, <strong>Developer</strong>, and <strong>Agentforce 1</strong> Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled.</td></tr></tbody></table> 1. From Setup, enter and select **Customer Signals Intelligence**. 2. Under Configure Channels and Insights, click the Set Up button. 3. Under Standard Channels, locate the Case channel, then click **Activate**. 4. Check the Topic Extraction and Sentiment checkboxes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note You can check additional insights. The number of insights you select directly affects the flex credits you consume. 5. Select the date from when you want to start processing data for the channel, then click **Activate**. We recommend three to six months of data to establish a baseline for initial data generation. 6. Repeat steps 4 and 5 for each standard channel you plan to use for Self Learning Knowledge. We recommend the Case and Chat channels. <!-- document id=5f3b0b7deaba6c2d228a096325d4a778592d96b4357996815ca9f1004f2888af url=/admin/current/en-us/service/264-0-0/task_cxi_channels.md --> # Set Up Standard Channels in Customer Signals Intelligence Select standard channels to collect data from customer interactions, such as chat, survey, voice, case, or email. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Chat available in: <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View required editions</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Voice available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Salesforce Voice with Telephony Providers</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Survey available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Feedback Management - Starter and Feedback Management - Growth licenses</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4608e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To enable Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 "><a href="https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&language=en_US" target="_blank">Set Up Enhanced Chat </a></td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To enable Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 "> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&language=en_US" target="_blank">Set Up Salesforce Voice with Telephony Providers</a></p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 ">To access Surveys:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4608e93 "> <p>Salesforce Advanced Features Starter</p> <p>OR</p> <p>Salesforce Surveys Advanced Features</p> <p>AND</p> <p style="margin-bottom:0;">Read on Surveys and Survey Responses</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note Cases and Email are available based on your license and no user permissions are required to enable Cases and Email. For Chat, Customer Signals Intelligence supports only Enhanced In-App Chat and Enhanced Web Chat channels. 1. To set up voice and chat channel, you must enable sharing conversation transcripts. From Setup, open **Conversation Transcripts on Data Cloud**. 2. Select the data space where Customer Signals Intelligence is enabled, and turn on sharing conversation transcripts with Data Cloud. ![Turn on sharing conversation transcripts.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_conversation_transcript.png) 3. Click **Enable**. 4. From Setup, use Quick Find to go to Customer Signals Intelligence. 5. From Configure Channels and Insights, click **Set Up**. 6. Navigate to the channel you want to install, and click **Install**. 7. Accept the terms of use. 8. Select the insights you want to generate for the channel. The number of insights you select directly affects the Flex credits that are consumed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Contact Reason Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Identify contact reasons or themes in customer behavior for insights into preferences. For example, if customers frequently complain of calls being dropped, the contact reason is dropped calls.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Targeted Sentiment</td><td class="slds-cell-wrap" style="vertical-align:top;">When multiple aspects are included in customer interaction, sentiment is associated to specific objects. For example, the flight was delayed but the food was good. The delay is associated with a negative sentiment and the food is associated with a positive sentiment.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Sentiment</td><td class="slds-cell-wrap" style="vertical-align:top;">Measure the overall sentiment of customers for a product or service. For example, the flight was on time. The sentiment insights generated are positive.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Entity Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Identify and categorize specific information from customer interactions or feedback. For example, product and customer names.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Key Phrase Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Extract the most important phrases from a text to summarize key points or reasons for contact from customer feedback. For example, the experience was not great due to appalling service. Here the key phrase is appalling service.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Product Insights Extraction</td><td class="slds-cell-wrap" style="vertical-align:top;">Extract actionable insights from customer feedback, including sentiment towards the product, positive and negative features mentioned in customer reviews, and the reasons customers contacted support. Products are identified based on the products uploaded in the Product DMO. Products are identified from the interactions and mapped to the uploaded products in the DMO and the sentiment is matched.</td></tr></tbody></table> 9. Select the date from when you want to start processing data for the channel and click **Install**. The start date determines how much historical data the channel processes. Choose the start date based on how far back you need visibility. The start date directly controls data volume that is processed and the flex credits that are consumed in the process. For details on credit consumption, see [Billing Considerations](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note For a cold start, depending on the volume, it can take up to 24 hours for the entire volume to be processed and insights to be visible. 10. On subsequent logins, you can also [pause](https://help.salesforce.com/s/articleView?id=service.csi_pause_data_transform.htm&release=264.0.0&type=5 "To stop generating insights temporarily and reduce flex credit consumption, pause the data transform. Data processing stops across the entire pipeline and any in-progress processing is terminated within 20 minutes. Interactions that were being processed when the transform was paused can't be processed again.") and edit processing dates for your data transform from here. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note To use Data Governance features, grant permissions to the listed objects per your chosen policy according to [Assign Data Access](https://help.salesforce.com/s/articleView?id=data.c360_a_dc_access.htm&language=en_US). If you have more than one data space, you must grant access to objects in each data space. Object names in non default data spaces follow the convention of <DataSpace Prefix>\_<Object Name>. #### See Also - [Billing Considerations for Customer Experience Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_cxi_billing_usage_type.htm&type=5&language=en_US) - [Bulk API 2.0 and Bulk API](https://developer.salesforce.com/docs/atlas.en-us.api_asynch.meta/api_asynch/asynch_api_intro.htm) - [Salesforce DataLoader](https://developer.salesforce.com/tools/data-loader) - [Data Import Wizard](https://help.salesforce.com/s/articleView?id=xcloud.data_import_wizard.htm&type=5&language=en_US) - [Amazon S3 Connector](https://developer.salesforce.com/docs/data/data-cloud-int/guide/c360-a-awss3-connector.html) <!-- document id=157c32c277ad5f6e9b2e62af17cbc63bcb06d32d965806475eca063d9067b2df url=/admin/current/en-us/service/264-0-0/mfs_standby_mode_setup.md --> # Set Up Standby Mode for the Field Service Mobile App When mobile workers are using the Field Service Mobile app, they can reduce distractions and stay focused by using Standby mode in the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> With the Standby mode feature, mobile workers can pause notifications, data syncs, and location sharing to save battery when standby not actively being used. When mobile workers exit Standby mode, they can go back to full functionality as soon as they open the app again. Workers can continue where they left off, without needing to download records. Enable standby mode on the Field Service settings page or on your profile on the Field Service Mobile app. ![Enable Standby Mode](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_standby_mode_setup.png) 1. To enable Standby mode on Desktop, go to the **Field Service Mobile Settings** page. 1. From Setup, in the Quick Find box, enter Field Service Settings. 2. Go to Standby Mode and Select **Enable**. 2. To enable Standby mode on the Field Service Mobile app, go to your profile and select **Turn on Sleep Mode**. <!-- document id=ee6947433679987c8c033bfb7c5e36ceb102abeebc79efe6ebb34436d60e9e48 url=/admin/current/en-us/service/264-0-0/knowledge_creation_subagent_setup.md --> # Set Up Subagent for Knowledge Creation Add the Knowledge Article From Template subagent to your employee agent so reps can create Knowledge articles conversationally through Agentforce. The Knowledge Article From Template subagent includes the Create Knowledge Article From Template action. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d59167e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59167e70 ">To set up Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59167e70 "> <p>Manage AI Agents </p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Before you set up the subagent for Knowledge Creation, make sure that you have [set up Einstein Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_set_up.htm&type=5&language=en_US). In Agentforce Studio, add the Knowledge Article From Template subagent to your employee agent. See [Add a Subagent to Your Agent from the Asset Library](https://help.salesforce.com/s/articleView?id=ai.agent_topics_add_asset.htm&type=5&language=en_US). <!-- document id=059ea2803074758123dc0464939c9c69c1b5be83f4882097b4e990c554290a5e url=/admin/current/en-us/service/264-0-0/task_cxi_set_up_summarize_engagement_action.md --> # Set Up Summarize Service Engagement Agent Action for Themes To set up the Summarize Service Engagement agent action for customer engagement themes, create a vector search index configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with <span>Data 360</span> enabled, and the Customer Signals Intelligence and Einstein GPT Copilot add-ons</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d1723e52">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d1723e52 ">To create a search index configuration:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d1723e52 "> <p>Data Cloud Admin</p> <p>OR</p> <p>Data Cloud Marketing Admin</p> <p>OR</p> <p style="margin-bottom:0;">Data Cloud Data Aware Specialist</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Search Index**. 2. Create a search index configuration of the type **Advanced Setup**. 3. Select **Engagement Analysis Text Insight** and click **Next**. 4. Set the Search Index Configuration Name to Engagement Analysis Insight and click **Next**. 5. Click **Manage Fields** and select **Parsed Response**. 6. Save your changes and click **Next**. 7. Select **E5 Large V2 Embedding Model** as the Vectorization Strategy, and click **Next**. 8. Click **Next** again and save the changes. When saving the search index, make sure to use the default label and API name. <!-- document id=4701f6ece910cd4d69964f88f77311f934b91c4be02bdad5533535b124930beb url=/admin/current/en-us/service/264-0-0/omnichannel_set_up_supervisors.md --> # Set Up Supervisors Set up supervisors to manage service channels and reps. Using Command Center for Service, they can monitor and manage in-progress work, the work backlog, reps, queues, and AI agents in real-time. Supervisors can also review detailed reports to gain insights into key performance indicators and identify areas for process improvement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&release=264.0.0&type=5)** Use Command Center for Service to monitor service rep workloads and the status of work items that are routed by Omni-Channel. Service reps can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Salesforce Voice transcripts and chat messages between service reps and customers, and send helpful messages that only the service rep sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update service rep skills quickly. - **[Create Command Center for Service V2 Pages](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_create_pages.htm&release=264.0.0&type=5)** Use the Command Center page type to build custom supervisor workspaces in Lightning App Builder. - **[Enable Supervisors to Update a Rep’s Queue and Skill Assignments with Agentforce](https://help.salesforce.com/s/articleView?id=service.copilot_action_set_up_for_service_cloud.htm&release=264.0.0&type=5)** Enable supervisors to use the Update Omni-Channel User Configuration agent action to update a rep’s queue and skill assignments. - **[Service Reporting](https://help.salesforce.com/s/articleView?id=service.omnichannel_reporting.htm&release=264.0.0&type=5)** Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types. <!-- document id=745eda1e14434d2bc5609f2d25b83b2364e4d0807e27a1a056834c7bef02d7c8 url=/admin/current/en-us/service/264-0-0/customizesupport_holidays.md --> # Set Up Support Holidays Holidays let you specify the dates and times your customer support team is unavailable. After you create a holiday, you can associate it with business hours to suspend business hours and escalation rules during holiday dates and times. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63328e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63328e60 ">To set holidays:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63328e60 ">Manage Business Hours Holidays</td> </tr> </tbody> </table> For example, you could create a holiday called New Year’s Day that begins at 8 p.m. on December 31 and ends at 9 a.m. on January 2. Escalation rules and entitlement milestones wouldn’t apply during the holiday. 1. From Setup, enter Holidays in the Quick Find box, then select **Holidays**. 2. Click **New**, or click **Clone** next to the name of an elapsed holiday. You can only clone elapsed holidays. 3. Type a name for the holiday. 4. Type a date for the holiday. If you want the holiday to span more than one day: 1. Select the Recurring Holiday checkbox. 2. Enter the first day of the holiday in the Start Date field. 3. Deselect the No End Date checkbox in the End Date field. 4. Enter the last day of the holiday in the End Date field. 5. Optionally, you can: - Specify the exact times at which the holiday takes place by deselecting the All Day checkbox next to the Time field and entering the exact times. - Select the Recurring Holiday checkbox to schedule the holiday to recur during specific dates and times: - In the Frequency field, select the frequency at which the holiday recurs. When you click the Daily, Weekly, or Monthly fields, more options display that allow you to refine frequency criteria. - In the Start Date and End Date fields, specify the dates during which you wish the holiday to recur. The following error message displays if you select a start date and end date that does not correspond with the frequency you selected: The recurring holiday has no occurrence. 6. Click **Save**. 7. Click **Add/Remove** on the Business Hours related list. 8. Use the **Add** and **Remove** to choose the business hours you want to associate with the holiday. You can associate the holiday with multiple business hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note All users, even those without the “View Setup and Configuration” user permission, can view holidays via the API. - **[Guidelines for Creating Support Holidays](https://help.salesforce.com/s/articleView?id=service.customizesupport_holidays_guidelines.htm&release=264.0.0&type=5)** Holidays let you specify the dates and times your customer support team is unavailable. There are a few guidelines to keep in mind as you set up and work with holidays. #### See Also - [Set Business Hours](https://help.salesforce.com/s/articleView?id=service.customize_supporthours.htm&release=264.0.0&type=5 "Specify the hours when your support team is available to serve customers. This helps make your department’s processes, such as escalations and milestones, more accurate.") <!-- document id=c0a6e9277d8e50699178ef869c4d0c00e8e378e8acbe66277e2fce20fb2739c8 url=/admin/current/en-us/service/264-0-0/omnichannel_setup_interruptible_capacity.md --> # Set Up Support Reps’ Capacities Give support reps flexibility in working on multiple tasks. Set their capacities for primary and interruptible work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Support reps’ work can be either primary — that is, not to be interrupted, like a Voice call—or interruptible, like a case. By setting up support reps’ primary and interruptible work capacities, you give support reps the ability to pause long-standing or less urgent work to take on more pressing tasks. For simple setups, in particular setups with a single channel, primary capacity for reps usually suffices. For more complex setups, especially where you want to blend real-time and asynchronous channels, consider interruptible capacity. For more on interruptible capacity, see [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away."). In Setup under Presence Configurations, define primary and interruptible capacity. These values represent the maximum amount of primary and interruptible work that a rep can handle at a time. You can specify available capacity using relative work unit values or a percentage. ![Define primary and interruptible capacity](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_presence_config_interruptibility_01.png) A value is required for primary capacity in the Capacity field. If you define only primary capacity, interruptible capacity is set to the same value by default. Now you’re ready to create primary and interruptible capacity on reps’ work items. See [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible."). #### See Also - [Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") <!-- document id=25c6e3d4c56c1a7494ff2ecb4348dc7fe757b2042871ef6f072e573598645e89 url=/admin/current/en-us/service/264-0-0/mfs_appointment_assistant_surveys.md --> # Set Up Surveys for Field Service Appointment Assistant Send Salesforce Surveys to customers to get their feedback after an appointment. Salesforce Surveys requires a license that isn’t integrated with the Appointment Assistant license. You can also choose to integrate with GetFeedback. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available only if Digital Engagement is enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d156218e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d156218e70 ">To set up surveys:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d156218e70 ">System Administrator profile</td> </tr> </tbody> </table> Before you set up the flow for Salesforce Surveys, you must: - [Enable Salesforce Surveys](https://help.salesforce.com/s/articleView?id=xcloud.task_enable_surveys.htm&type=5&language=en_US). - Grant permissions that allow your customers to access the survey. See [Give Guest Users Permission to Respond](https://help.salesforce.com/s/articleView?id=xcloud.task_allow_guest_survey_create_permission.htm&type=5&language=en_US). - Create a Salesforce Survey that you can send to your customers. See [Create a Survey](https://help.salesforce.com/s/articleView?id=xcloud.task_create_survey.htm&type=5&language=en_US). - Add a custom field to the Service Appointment object as a placeholder for the link to the survey. To set up the flow to send Salesforce Surveys, complete these steps. 1. From Setup, in the Quick Find box, enter Process Automation, and then select **Flows**. 2. Click **New Flow**. 3. Select **Record-Triggered Flow**, and click **Create**. 4. In the Configure Start window: 1. In Object, enter Service Appointment. 2. In Trigger the Flow When, select **A record is updated**. 3. In Condition Requirements, select **All Conditions Are Met (AND)**. 4. For Field, enter Status. 5. For Operator, select **Equals**. 6. For Value, enter Completed. 7. In When to Run the Flow for Updated Records, select **Only when a record is updated to meet the condition requirements**. 8. Click **Done**. 5. Create a resource for the Experience Site name. 1. From the Toolbox, click **New Resource**. 2. For Resource Type, select **Variable**. 3. For API name, enter SiteName. 4. For Data Type, select **Text**. 5. In Default Value, enter your Experience Site name. 6. Click **Done**. 6. Create a resource for the survey ID. 1. From the Toolbox, click **New Resource**. 2. For Resource Type, select **Variable**. 3. For API name, enter SurveyID. 4. For Data Type, select Text. 5. In Default Value, enter your survey record ID. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To find your survey record ID, from the App Launcher, find and select **Surveys**, and click the name of your survey. Then, copy the ID from the URL. 6. Click **Done**. 7. Get the Experience Site ID. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Get Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. For Object, select **Network**. 5. In Condition Requirements, select **All Conditions Are Met (AND)**. 6. For Field, enter Name. 7. For Operator, select **Equals**. 8. For Value, enter the resource that you created for the Experience Site name. 9. For How to Store Record Data, select **Choose fields and assign variables (advanced)**. 10. For Where to Store Values, select **In separate variables**. 11. For Field, select **Id**. 12. For Variable, click in the field and select **New Resource**. - For Resource Type, select **Variable**. - For API name, enter SiteID. - For Data Type, select **Text**. - Click **Done**. 13. Click **Done**. 8. Create and save the Survey Invitation object. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Create Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. For How to Set the Record Fields, select **Use separate resources, and literal values**. 5. For Object, select **Survey Invitation**. 6. Set the field values. ![Field values for the survey invitation object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_surveys_survey_invitation_object.png) 7. Select **Manually assign variables**. 8. For Variable, click in the field and select **New Resource**. 1. For Resource Type, select **Variable**. 2. For API name, enter SurveyInvitationID. 3. For Data Type, select **Text**. 4. Click **Done**. 9. Click **Done**. 9. Create and save the Survey Subject to link the survey to the service appointment record. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Create Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. For How to Set the Record Fields, select **Use separate resources, and literal values**. 5. For Object, select **Survey Object**. 6. Set the field values. ![Field values for the survey subject](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_surveys_survey_subject.png) 7. Click **Done**. 10. Get the Survey Invitation, and save the survey link. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Get Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. For Object, select **Survey Invitation**. 5. In Condition Requirements, select **All Conditions Are Met (AND)**. 6. For Field, enter Id. 7. For Operator, select **Equals**. 8. For Value, enter SurveyInvitationId. 9. For How to Store Record Data, select **Choose fields and assign variables (advanced)**. 10. For Where to Store Values, select **In separate variables**. 11. For Field, select **InvitationLink**. 12. For Variable, select **SurveyInvitationLink**. 13. Click **Done**. 11. Update the Service Appointment custom field that you created to hold the survey invitation link. 1. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 2. Under Data, select **Update Records**. 3. Enter a name for the label. API Name is populated based on the label name. 4. For Field, select the custom field that you created on the Service Appointment object. 5. For Value, select **SurveyInvitationLink**. ![Field values for the Service Appointment record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_surveys_sa_record.png) 6. Click **Done**. 12. Create a messaging template. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Templates**. 2. To create the confirmation template, click **New**. 3. In the Information area, enter the template name, developer name, and the message that the customer receives. 4. Add the URL placeholder to your message. The URL enables customers to navigate to the Experience Site that you configured. 1. For Related To, select **Service Appointment**. 2. For Field, select a placeholder for the survey link. 3. Click **Insert**. The URL placeholder is added to the message. 5. In the Channels area, select one or more channels. 6. Save your changes. 13. Send an SMS with a link to the survey. 1. Open the survey flow. 2. To add an element to the flow, click ![Add element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/flow_plus_icon.png). 3. Under Interaction, select **Action**. 4. For Action, select **Messaging Notification**. 5. Enter a name for the label. API Name is populated based on the label name. 6. For Messaging Channel Unique Name, enter the messaging channel’s developer name. 7. For Messaging Template Unique Name, enter the messaging template’s developer name. 8. Include the Context Record ID, and then select **Record.Id**. 9. Include the Recipient Phone Number, and then select **Record.Contact.MobilePhone**. 10. Include the Recipient Record ID, and then select **Record.Contact.Id**. 11. Click **Done**. ![Messaging input values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_aa_surveys_sms.png) 14. Save and activate the flow. <!-- document id=fe20dd444d48710a54d7a2a35f38f2290378817f8c87e327eeb6af2304642881 url=/admin/current/en-us/service/264-0-0/set_up_swarming.md --> # Set Up Swarming Get rid of tiered support and start swarming in just a few steps. You can choose to keep swarm collaboration on the Salesforce record, or swarm with Slack. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). 1. **[Turn On Swarming](https://help.salesforce.com/s/articleView?id=service.turn_on_swarming.htm&release=264.0.0&type=5)** To begin swarming on customer issues and reduce customer resolution times, turn on Swarming. 2. **[Set Up Swarming User Permissions](https://help.salesforce.com/s/articleView?id=service.set_up_perms_swarming.htm&release=264.0.0&type=5)** Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions. 3. **[Set Up Your Service Console for Swarming](https://help.salesforce.com/s/articleView?id=service.console_objects_swarming.htm&release=264.0.0&type=5)** Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists. 4. **[Configure Swarming Flows](https://help.salesforce.com/s/articleView?id=service.set_up_flows_swarming.htm&release=264.0.0&type=5)** After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce. 5. **[Set Up Expert Finder for Swarming](https://help.salesforce.com/s/articleView?id=service.prep_omni_for_swarming.htm&release=264.0.0&type=5)** Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing. 6. **[Set Up a Collaboration Tool for Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarm_slack_collab_tool.htm&release=264.0.0&type=5)** To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object. <!-- document id=0d861aeeff757fb43ab136756f13500c8aa993bbcb005bdd49bb8acd624e12b3 url=/admin/current/en-us/service/264-0-0/set_up_perms_swarming.md --> # Set Up Swarming User Permissions Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> If you create a custom permission set or use an existing one, make sure that the assigned users have Flow User and Service Cloud User licenses. To configure user permissions for swarming in Slack, see Set Up Service Cloud for Slack User Permissions 1. Give users access to the Swarm Members and Swarms objects at the profile level. 1. From Setup, in the Quick Find box, enter Profiles, and then select **Profiles**. 2. Select the user profile you want to give access to swarming objects. 3. Click **Edit**. 4. Under Standard Object Permissions, enable the level of access for the Swarms and Swarm Members objects that you want to assign the user profile. You can grant Read, Create, Edit, and Delete permissions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Users need read access to see a case’s related Swarms and Swarm Member records. Anyone creating Swarms or Swarm Members needs create, read, and edit permission. 5. Repeat for other user profiles as needed. 2. Assign users the Slack Service User permission set or the permission set that you created. . 1. From Setup, in the Quick Find box, enter Permission Sets, then select **Permission Sets**. 2. Select the **Slack Service User** permission set or the one that you created. 3. Select **Manage Assignments**. 4. Click **Add Assignments** and assign the permission set to user profiles that use the Service Cloud for Slack app. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To easily sort users by profile, select Create New View and set the filter criteria to Profile equals the Swarming user profile. 5. Click **Assign**. <!-- document id=c9bdf2c9f043b64909034d36b658bd97753b376a5d9c5bddfee4503138dd7adc url=/admin/current/en-us/service/264-0-0/csi_setup_tabnxt.md --> # Set up Tableau Next Analytics Dashboards Install Tableau Next analytics dashboards to look at how customers interact with your company across different ways. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong class="uicontrol">Enterprise</strong>, <strong class="uicontrol">Performance</strong>, and <strong class="uicontrol">Unlimited </strong>Editions with the TableauEinsteinPlatform license with TableauEinsteinAddOn along with <span>Data 360</span> enabled and the Customer Exprc Intel add-on.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3304e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3304e74 ">To install the Customer Experience Intelligence Analytics app:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3304e74 "> <p>Customer Experience Intelligence Admin </p> <p style="margin-bottom:0;">Tableau Next Admin</p> </td> </tr> </tbody> </table> Make sure that Customer Signals Intelligence is successfully [activated in your org](https://help.salesforce.com/s/articleView?id=service.concept_cxi_setup.htm&type=5&language=en_US). 1. From Setup, go to Permission Sets and click **Customer Experience Analytics Admin**. 2. In the Apps section, click **Data Cloud Data Space Management**. 3. In Data Spaces, click **Edit** and enable the data space where CSI is installed. 4. Save your changes. 5. From Setup, [enable Tableau Next](https://help.salesforce.com/s/articleView?language=en_US&id=analytics.tua_admin_enable_tableau.htm&type=5). 6. From Quick Find, go to Customer Experience Intelligence. 7. In Set Up Tableau Analytics, click **Install**. If the install option isn't enabled, check if Customer Experience Intelligence is successfully activated in your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/images/icon_note.png) Note To access the latest features and enhancements, we recommend that you migrate from CRM analytics to Tableau Next analytics. Once you install Tableau Next analytics, you can’t go back to using CRM analytics. <!-- document id=ed633af2b4861acd14870fbde6f8c77222608c885f83114e2e74a814ec6d1f74 url=/admin/current/en-us/service/264-0-0/wfs_set_up_territory_sharing.md --> # Set Up Territory Sharing Share scheduling records with every user who works in the same service territory through public groups that Workforce Scheduling manages for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9385e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9385e64 ">To set up territory sharing:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9385e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Territory sharing serves the people who see a whole territory's work, not only their own—dispatchers, supervisors, and anyone covering for someone else. Workforce Scheduling creates and maintains a public group for each territory, so you don't build sharing rules manually, and you don't update them when someone joins or leaves a territory. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Sharing**. 2. Click the **Territory Management Sharing** tab and enable **Territory Sharing**. 3. Under What to Share, select the objects to share with users. For example, service appointments and service resources. 4. Click **Save Changes**. <!-- document id=5c50e420fd9d6959fce2545c4b25a4a24fcf4fd16085b070624a8214dc025a56 url=/admin/current/en-us/service/264-0-0/console_setup.md --> # Set Up the Agent Console You can quickly set up the Agent console so that users have all the information they need on one screen when working with Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19142e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19142e59 ">To set up the Agent console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19142e59 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note As of the Spring ’15 release, Agent console is not available to new organizations. The newer Salesforce console improves the Agent console by providing you with more options and more advanced technologies. See [Salesforce Console](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US). To set up the Agent console: 1. [Create console layouts](https://help.salesforce.com/s/articleView?id=service.console_creating_layouts.htm&release=264.0.0&type=5 "As of the Spring ’15 release, Agent console is not available to new organizations.") to define what objects are available to users in the console's list view frame. 2. [Choose the related objects](https://help.salesforce.com/s/articleView?id=service.console_relatedobjects.htm&release=264.0.0&type=5 "While you can choose which related objects appear in the Agent console's mini view, you can only choose objects with a lookup or master-detail relationship on the primary object. For example, from the cases object, you can choose account and contact because cases have account and contact lookup fields.") to show in the mini view. 3. [Define mini page layouts](https://help.salesforce.com/s/articleView?id=service.console_definelayouts.htm&release=264.0.0&type=5 "You can define mini page layouts for the records that appear in the mini view of the Agent console, hover details, and event overlays. A mini page layout contains a subset of the items in an existing page layout. Mini page layouts inherit record type and profile associations, related lists, fields, and field access settings from their associated page layout. The visible fields and related lists of the mini page layout can be further customized, but the other items inherited from the associated page layout can’t be changed on the mini page layout itself.") to customize the fields and related lists of the objects that display in the console's mini view. 4. [Assign profiles](https://help.salesforce.com/s/articleView?id=service.console_assigning_layouts.htm&release=264.0.0&type=5 "After you create console layouts, assign which layouts users see in the Agent console on the console tab. A user’s profile determines which console layout is seen.") to a console layout to provide users access to specific objects in the console's list view. 5. Add the Agent console to custom apps so that users can access the console from specific apps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can't add the Agent console to partner portals or customer portals. Visualforce pages don’t display properly in the Agent console, as there is no cross-domain communication between Salesforce and Visualforce domains. <!-- document id=32252a8aa6de2d230d56c65046f160103ac11a35fc82a3e046ed6dc457aa2a43 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_resource_absence_setup.md --> # Set Up the Agent for Handling Resource Absences in the Legacy Agentforce Builder Now that you’ve completed the prerequisites and assigned permissions, you can start setting up the assets for your agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Create the Flows for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_flows.htm&release=264.0.0&type=5)** Create two flows, one for creating the resource absence, and the other for rescheduling the service appointments. - **[Create the Agent Actions for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_actions.htm&release=264.0.0&type=5)** Create the agent actions and assign the referenced flows to them. - **[Create the Subagent for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_topic.htm&release=264.0.0&type=5)** Enter the required details for the subagent and the relevant agent actions. - **[Set Up the Agent for Handling Service Resource Absences in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_resource_absence_agent.htm&release=264.0.0&type=5)** Now that you’ve created your flows, agent actions, and subagent, you’re ready to set up your agent. <!-- document id=b548ede03dbbad63f2aacea0a36be690346cff2bcea3989f58274376bf0f8554 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_resource_absence_agent.md --> # Set Up the Agent for Handling Service Resource Absences in the Legacy Agentforce Builder Now that you’ve created your flows, agent actions, and subagent, you’re ready to set up your agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder. To complete this implementation, use an existing legacy agent and modify it. 1. In Setup, find and select **Agentforce Agents**. 2. Open your employee agent. 3. In Agentforce Builder, [add the new subagent to the agent](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_add.htm&type=5&language=en_US). 4. When you’re ready, [activate your agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5). Considerations: - Service resources can only use this process for reporting absences for the current day. - If a service resource reports an absence in the middle of the day, the agent logs the absence for the remaining hours of that day. <!-- document id=aa75d6d9cfcbb9a03fa80a51fffd738611c446e5f69fd25f32264e69eab0aab3 url=/admin/current/en-us/service/264-0-0/omnichannel_cc_setup_v2.md --> # Set Up the Command Center for Service V2 Template Configure custom flexipages for Command Center for Service V2 using Lightning App Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d164021e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">To manage Lightning App Pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">To access Command Center for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">Access Command Center for Service V2</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">To manage supervisor access groups:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d164021e57 ">Manage Public Groups</td> </tr> </tbody> </table> Before you begin, verify that your organization has Enhanced Omni-Channel enabled and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. Ensure your target supervisors are provisioned with a Service Cloud, Developer Edition, BYO, MIAW, or Voice license. The standard Command Center for Service V2 flexipage template provides a preconfigured, modular starting layout populated with Live Card and the In-Progress Work components. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated [supervisor configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&language=en_US). **Set Up the Command Center for Service V2 Flexipage** 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Locate the **Command Center for Service V2** page, and click **Edit**. 3. Click **Clone** to create a copy and rename the page as needed. 4. Customize the workspace layout by dragging, dropping, or removing individual components on the canvas layout. 5. Click **Activate** and complete the deployment assignments: 1. **App:** Assign the flexipage to the Service Console application (or another app of your choice). 2. **Public Group or Profile:** Map page visibility to the specific Public Group or Profile containing your target supervisors. 6. Click **Save** and close. Confirm that your supervisors can see the Command Center for Service V2 navigation item in their console app layout. <!-- document id=9d667f5fc81878a5de9385b24bfb8d1e5f3c37167437977611d42db8dc2d1a6e url=/admin/current/en-us/service/264-0-0/wfs_set_up_community_scheduling_flows.md --> # Set Up the Community Scheduling Flows Clone the shipped scheduling flow so you can activate it, make it available to community users, and run it in the inbound context. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4500e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4500e64 ">To set up community scheduling:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4500e64 ">Customize Application AND Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4500e64 ">To let community users schedule:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4500e64 ">Workforce Scheduling for Community Users permission set</td> </tr> </tbody> </table> 1. Clone the **Schedule New Appointment** flow. In the clone, set the flow's context input to **inbound** so the flow runs the self-service path for signed-in users. 2. Clone the modification flow that handles reschedule and cancel. Set its context input to **inbound**. 3. Activate each cloned flow. <!-- document id=4df93e00ae013a3ee7027ed00aa52fe8ce5b9fb71181b08a9311d8fbbc8ffda9 url=/admin/current/en-us/service/264-0-0/sp_email_setup.md --> # Set Up the Draft Service Plan Email Prompt Template Set up the Draft Service Plan Email prompt template to draft email updates for in-progress cases with service plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27419e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27419e63 ">To create and configure the Draft Service Plan Email prompt template:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27419e63 "> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p>Customize Application OR System Admin</p> <p>AND</p> <p>Einstein Service Email Assistant User permission set</p> <p>AND</p> <p>Prompt Template Manager permission set</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Service Planner Builder permission set</p> </td> </tr> </tbody> </table> You can setup the Draft Service Plan Email prompt template to have service reps draft Case progress updates that includes information from the service plan. Setup of this prompt template is optional. The prompt template is available in Prompt Builder and is ready to use as is or you can modify it for your needs. The template contains a data action that automatically adds this information into the draft email: - A summary of the issue. - The completed steps. - The next steps for the case. 1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**. 2. Under All Prompt Templates, select **Draft Service Plan Email**. You’re redirected to the Prompt Template workspace. 3. From the workspace, click **Save as a New Template**. 4. From the Save As a New Template window, name the template Draft Service Plan Email. This is a suggested name. You can modify the name to your preferences. 5. Click **Save As**. 6. **Optional**: From the prompt editor, customize the template to fit your needs. Customization tips are provided below. 7. From the workspace, click **Activate**. If you customized the template, click **Save** and then click **Activate**. 8. Assign your service reps the Einstein Service Email Assistant User and Prompt Template User permission sets. The Service Planner User (agent user) doesn’t require additional permissions. When your setup is complete, the Draft Service Plan Email prompt template is accessible in the Email tab of the Case feed using the Draft with AI feature. In order draft an email with service plan information, at least on step in the plan must be marked as complete. ![Draft service plan email example click path](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_select.png) ![Example service plan email draft](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_email_setup_example.png) ## Tips for Customizing the Prompt Template Customizing the template is based on your company’s needs. For example, you can edit the template to: - Request additional information from the customer based on if the service plan - Send a closing resolution email outlining the issue and resolution steps from the service plan In addition to the information from the service plan included in the draft email, you can edit the template to include more data from merge fields, flows, and Apex classes. Editing the template allows you to personalize service plan emails with details such as: - Order and shipping details to keep customers informed - Contact instructions for postcase support - Links to help articles or FAQs for self-service options - Tips for preventing similar issues in the future - Expected resolution timelines for better transparency - Suggestions for additional services or products - A customer satisfaction survey link to gather feedback #### See Also - [_Salesforce Help_: Best Practices for Building Prompt Templates](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_best_practices.htm&language=en_US) <!-- document id=dd2a8df1dee0c4a7f55b14c882ad9b3c34704c4732821d12889b99a6bf16c8f7 url=/admin/current/en-us/service/264-0-0/it_srvcs_portal_setup.md --> # Set Up the Employee Services Portal Site Set up an Employee Services portal to provide a self-service experience for your employees. Assign the required permissions, create the site, add users, set up the service catalog, and configure additional portal features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5)** Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need. - **[Create and Publish an Employee Services Portal Site](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_creation.htm&release=264.0.0&type=5)** Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site. - **[Create Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5)** Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license. - **[Modify Page Layouts for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_incident_layoutandpermissions.htm&release=264.0.0&type=5)** On Employee Services portal sites, control which fields and buttons employees see on Incident and Case detail pages by customizing page layouts and setting field-level security. These page layouts apply to the Agentic Center template, and to the Agentforce Employee Center template after you enable custom page layouts on the Ticket Details component. - **[Set Up Service Catalog for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_catalog.htm&release=264.0.0&type=5)** The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees. - **[Set Up Manager Approvals for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_manager_approval.htm&release=264.0.0&type=5)** Some employee requests in the Employee Services portal need manager approval. Configure manager approvals so that case actions follow your company's policies. This setup applies to both the Agentic Center and Agentforce Employee Center templates. - **[Integrate Embedded Messaging into the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_embedded_messaging.htm&release=264.0.0&type=5)** Integrate an embedded messaging component into your Employee Services portal so employees can chat with Agentforce directly from the portal. This integration applies to both the Agentic Center and Agentforce Employee Center templates. - **[Configure the Agentforce Employee Center Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup_agentforce.htm&release=264.0.0&type=5)** Complete the configuration tasks that are specific to the Agentforce Employee Center template, such as adding Policy Hub and Evidence Hub tiles. - **[Configure the Agentic Center Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup_agentic.htm&release=264.0.0&type=5)** Complete the configuration tasks that are specific to the Agentic Center template, such as configuring global search. <!-- document id=af862a079e3964dc4e720e747b65e4be2d594fc560e669e34f38bab318269a96 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_dispatcher_setup.md --> # Set Up the Field Service Dispatching Agent Follow the steps to set up the Field Service Dispatching agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24216e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">To create and assign permission sets: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">Manage Profiles and Permission Sets </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">To manage agents: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">Manage Agentforce Default Agent </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">To add the Field Service subagents and actions: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24216e84 ">Access Agent Topics and Actions for Field Service </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Starting the week of July 13, 2026, you can no longer create agents in the legacy Agentforce Builder in Setup. Instead, create an agent in Agentforce Builder in Agentforce Studio. Or [upgrade an agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&language=en_US&type=5) from the legacy builder to the new builder. For the latest features and enhancements, we recommend migrating existing agents from the legacy builder to the new builder. [Learn more](https://help.salesforce.com/s/articleView?id=ai.agent_migrate_parent.htm&language=en_US&type=5). Before you begin, make sure that [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US&type=5) was set up and that [Agentforce is enabled](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US&type=5). The following instructions are relevant for agents created in the new Agentforce Builder. For instructions for the legacy Agentforce builder, see the [platform documentation](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&language=en_US&type=5). ## Create an Agent from an Employee Agent Template 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select the **Field Service Dispatching** agent template. 4. Enter the agent’s name and then click **Let’s Go**. 5. Review your agent in Agentforce Builder. 1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&language=en_US&type=5) and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&language=en_US&type=5). 2. In the Subagents section, manage and customize your agent’s [subagents](https://help.salesforce.com/s/articleView?id=ai.agent_topics_manage.htm&language=en_US&type=5) and [actions](https://help.salesforce.com/s/articleView?id=ai.agent_actions_custom.htm&language=en_US&type=5). 3. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent’s responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&language=en_US&type=5). 6. Test your agent and confirm that it performs as expected and meets your security standards on the Preview tab. For more details about testing, see [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5). 7. You can also connect your agent to [Enhanced Web Chat v1](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_enhanced_chat_v1.htm&language=en_US&type=5#connect_aea_v1), [Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2.htm&language=en_US&type=5), or [Slack](https://slack.com/help/articles/36218109305875-Set-up-and-manage-Agentforce-in-Slack). 8. When you’re ready, [commit and activate](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5) your agent. 9. Instruct your dispatchers to ask Agentforce to create a scheduling summary, create filters based on the categories given in the summary, create filters based on other search criteria, or fill gaps in the schedule. ## Manage Employee Agent Access Control user access to specific Agentforce Employee agents with permission sets or profiles. 1. Give users access to an Agentforce Employee agent created in the new Agentforce Builder. 1. In Setup, find and select **Permission Sets** or **Profiles**. 2. Select a permission set or profile. 3. Edit the Enabled Agent Access settings. 4. Select the Agentforce Employee agents that you want to give users access to and then click **Save**. 2. Give users access to the Field Service features. 1. In Setup, find and select **Permission Sets**. 2. Open the **Einstein Field Service User** permission set. 3. Click **Manage Assignments** and then click **Add Assignments**. 4. Assign the permission set to the relevant admins and dispatchers. 3. Give users access to the dashboards needed for the summary categories. 1. From the App Launcher, find and select **Dashboards**. 2. Click **All Folders**. 3. In the Agentforce for Field Service Dashboards folder, click the arrow and select **Share** 4. Give dispatchers **View** access and admins **Manage** access. 5. Make sure that dispatcher users have the **Run Reports** and **Prompt Template User** permissions. #### See Also - [Trailhead: Quick Start: Create Employee Agents in Agentforce](https://trailhead.salesforce.com/content/learn/projects/quick-start-create-employee-agents-in-agentforce) - [Agentforce Workshop: Get Hands On with Employee Agents](https://developer.salesforce.com/agentforce-workshop/employee-agents/overview) <!-- document id=a412f00ec5149754889f42d2f1131c388d330fe4a25ba70d18ad9f309441db71 url=/admin/current/en-us/service/264-0-0/wfs_mobile_app_basics.md --> # Set Up the Field Service Mobile App Basics for Workforce Scheduling Assign the licenses and permissions that mobile workers and contractors need to log in and get scheduled. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Give your mobile workforce access to the Field Service mobile app, and then create a service resource record for each person you schedule. - [Give mobile workers access](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_worker_access.htm&release=264.0.0&type=5 "Assign Workforce Scheduling and Field Service Mobile licenses and permissions so workers can view work, get scheduled, and log in.") by assigning Workforce Scheduling and Field Service Mobile licenses and permissions. Experience Builder site users get the same assignments. - [Give contractors access](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_contractor_access.htm&release=264.0.0&type=5 "Assign community and Workforce Scheduling licenses so contractors can log in to the Field Service mobile app and be scheduled.") with a community license, Workforce Scheduling contractor permissions, and the Field Service mobile app. - **[Give Mobile Workers Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_worker_access.htm&release=264.0.0&type=5)** Assign Workforce Scheduling and Field Service Mobile licenses and permissions so workers can view work, get scheduled, and log in. - **[Give Contractors Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_contractor_access.htm&release=264.0.0&type=5)** Assign community and Workforce Scheduling licenses so contractors can log in to the Field Service mobile app and be scheduled. <!-- document id=465d6111e6352bb4a3ed09f8244a8ebff546a0023071b637e24e1d949f9310d0 url=/admin/current/en-us/service/264-0-0/mfs_widget_setup_parent.md --> # Set Up the Field Service Mobile Widget Let mobile workers view their next appointment’s details, update the status of appointments from Dispatched to En Route, and navigate to appointments directly from the home screen. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d94124e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94124e78 ">To edit object permissions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94124e78 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Define a default list view that determines which fields are shown for each service appointment in the widget. The three values separated by dots are determined by the order of the fields in the default list view of the Field Service Mobile Settings that are associated with the mobile worker’s profile. ![Info shown in widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/widget_fields.png) 1. Locate a list view that has the fields sorted according to the order that you want to show in the widget, or create one for this purpose. 1. From Field Service, open the Service Appointments tab. 2. From List View Controls, click **New**. 3. Enter the details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Copy the List API Name for later use. 4. Save the view. 5. From List View Controls, click **Select Fields to Display**. 6. Customize the view so that the second, third, and fourth columns show the fields that you want to include in the widget. The first column is ignored for this purpose. In this example, Status is first, Subject is second, and Description is third. ![Fields shown in the widget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_widget_info_setup.png) 2. Define this list view as the default. 1. From Setup, in the Quick Find box, enter Field Service Mobile, and then select **Field Service Mobile Settings**. 2. In the settings that are assigned to your mobile workers, click the arrow and select **Show Details**. 3. Under Service Appointment Priming, in Default List View Developer Name, enter the API name of the list view that you created. 3. Determine which service appointment status indicates that the mobile worker is on the way. 1. From Setup, in the Quick Find box, enter Field Service, and then select **Field Service Settings**. 2. Under the Mobile Widget section, for En Route Status, select the relevant status. Keep these considerations in mind. - The Field Service mobile widget doesn’t support the use of custom status update workflows. - If more service appointments are on today’s schedule but they’re in the Completed, Cannot Complete, or Canceled status categories, the widget shows that nothing else is scheduled for today. #### See Also - [_Apple Developer Guide_: Keeping a widget up to date](https://developer.apple.com/documentation/widgetkit/keeping-a-widget-up-to-date) - [Add the Field Service Mobile Widget (Beta)](https://help.salesforce.com/s/articleView?id=service.mfs_widget.htm&release=264.0.0&type=5 "You can add the Field Service mobile widget along with the Field Service mobile app on iOS devices.") <!-- document id=246d197e2d92c2fe249efa16a5ef7ec3c7a7467b05e3ec7837a70b8809cab587 url=/admin/current/en-us/service/264-0-0/cases_set_up_find_expert_action_for_agentforce.md --> # Set Up the Find Expert Action for Agentforce Enable and configure the Find Expert action to help support reps resolve complex cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From the Agentforce Setup page, activate the Find Expert action. 2. Make sure that the action is configured to analyze the case subject, description, reason, product, and language. 3. Enable Data Cloud integration so the reasoning engine identifies similar historical cases. 4. [Install and Deploy the Service Cloud Data Kit.](https://help.salesforce.com/s/articleView?id=xcloud.pfs_install_data_kit.htm&type=5&language=en_US) 5. Create a search index (create a separate help doc for this). Search Index should be created on default data space. 6. Fine-tune how the reasoning engine prioritizes experts. The standard configuration weights are: - **Expertise Relevance (60%)**: Based on keyword extraction and profile skills. - **Performance History (30%):** Based on historical resolution speed and CSAT. - **Availability (10%)**: Based on current workload and online status in Salesforce or Slack. 7. Configure Slack and collaboration tools. - **Slack Integration**: Enable one-click messaging so support reps can message experts directly with full case context. - **Team Configuration**: Make sure that the system is permitted to add experts to the case team for ongoing consultation. Understand Expert Ranking and Scoring The Find Expert action uses an intelligent matching system to identify the best human resource for any given issue. The system learns expertise by monitoring outcomes rather than just static profiles. - **Resolution Patterns**: Agentforce tracks how quickly and effectively a support rep resolves specific types of issues. - **CSAT Integration**: High customer satisfaction scores for specific case types increase a support rep's Expertise Score for that category. - **Outcome Comparison**: If Support Rep A resolves an issue in 2 days with a 4.8 CSAT, they are ranked higher for that topic than Support Rep B, who takes 5 days with a 3.2 CSAT. Beyond performance, the reasoning engine analyzes: - **Assigned Skills**: Profile skills and endorsements. - **Historical Ownership**: Users previously assigned to similar cases or added to relevant case teams. <!-- document id=0a317ca028a1c2b6ec85df55aa57e43474be02c5f6dd14bd787d61bc992bdb6f url=/admin/current/en-us/service/264-0-0/wfs_set_up_guest_flows.md --> # Set Up the Guest Flows Clone the shipped scheduling flows so you can activate them, make them available to guests, and point them at guest identity verification. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10161e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10161e64 ">To set up guest scheduling flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10161e64 ">Customize Application AND Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10161e64 ">To let guests use the flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10161e64 ">Workforce Scheduling Guest User and Composable Case Management Scheduling for Guest Users permission sets</td> </tr> </tbody> </table> 1. Clone the identity verification flow, then activate the clone. This flow collects the guest's name and email and validates the emailed passcode. 2. Clone the **Schedule New Appointment** flow. In the clone: 1. Set the flow's context input to **guest** so the flow runs the guest identity path. 2. Replace the identity verification subflow with the clone you activated in step 1. 3. Map the subflow's verified-session and resolved-guest outputs to the corresponding Schedule New Appointment inputs. 3. Clone the guest modification flow that handles reschedule and cancel. 4. Activate each cloned flow. <!-- document id=8588a14069adb907cce1e223ed696a25d6c26e5cb31e2e9af6eb544481eef1d5 url=/admin/current/en-us/service/264-0-0/svc_site_home_page_lwr.md --> # Set Up the Home Page The BYO (LWR) template contains a standard Home page that is optional to configure if you want to display your catalog items that are set as featured. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d100471e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d100471e55 ">To build and configure Service Catalog site pages and components</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d100471e55 ">Permissions and licenses associated with the LWR Service Catalog Site Builder</td> </tr> </tbody> </table> 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left side bar, enter Title Menu, and place the component in the Theme Header of the page editor. 3. Click the component to open its properties. 4. From the Settings tab of the component properties, in the Default Menu field, select **Default Navigation**. 5. From the builder navigation menu, click **Publish**. When you publish your site, it isn’t activated. Publishing only saves your completed work. <!-- document id=892a8c3bc3b2b45f655aaf66cb8a2d8d7e8685be3e16d85248c8eeb603a1a28d url=/admin/current/en-us/service/264-0-0/hr_svc_initial_setup.md --> # Set Up the HR Service Solution Use Salesforce Go to quickly set up the HR Service solution, which includes installing metadata, setting up accounts, configuring the self-service portal, and assigning permissions. This Jumpstart solution provides ready-to-use configurations for HR Service features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Select **Salesforce Go** from the gear menu. 2. On the Salesforce Go page, go to the **Initial Setup** tab. 3. Under HR Service Solution, select **Set Up**. 4. On the HR Service Solution page, select **Get Started**. 5. Make sure that you have Knowledge and Case Management turned on. 6. Click **Install**. 7. At the Install HR Service Solution step, choose whether to include sample data and then click **Next**. 8. Review the disclaimer and click **Confirm**. 9. Use **Take the Next Steps** to further configure your HR Service features. <!-- document id=e2df65773a613108c54c97cffe667b3691730e4673e6ee335394f1f7abbaa975 url=/admin/current/en-us/service/264-0-0/knowledge_widget_setup.md --> # Set Up the Knowledge One Widget Knowledge One is available as a widget that you can plug in to the Salesforce Console for Service or Salesforce Console for Sales. If you are using the Knowledge tab, you get the same easy-to-use interface for articles and external sources on cases and within the Salesforce Console for Service. You can search, send, and create articles, all without leaving the case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18084e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18084e58 ">To administer Salesforce Knowledge and Salesforce Console for Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18084e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important To maintain access to Knowledge, you or your admin must run the [Lightning Knowledge Migration Tool](https://help.salesforce.com/s/articleView?id=service.knowledge_migration_tool.htm&type=5&language=en_US) before June 1, 2025. All orgs are required to migrate from Classic Knowledge to Lightning Knowledge. Of all the Salesforce Knowledge article widgets, the Knowledge One widget lets you: - Attach a published Salesforce Knowledge article to the case in 1 click. In Salesforce Classic, you can attach a document from an external data source to a case if Chatter is enabled. - Share an article as a URL, if it is shared on a public channel. - Email an article as a PDF, if it is shared on a public channel. - Create and manage articles. - Make adjustments based on your window width. In the console, in windows smaller than 600 pixels, the searchable objects are displayed in a drop-down menu. The article widget in a case feed search doesn’t necessarily use the support rep’s language. If the support rep’s language isn’t a Salesforce Knowledge supported language but their locale language is, the locale language is the search language. If neither the support rep’s language nor local language are supported, the search language is the default Salesforce Knowledge language, which you can find and set on the Knowledge Settings page. 1. From the object management settings for cases, go to Page Layouts and open your case page layout for edit. 2. To ensure the Email quick action is in the case page layout, select **Quick Actions** in the left-hand menu. Next, drag **Email** to the Quick Actions in the Salesforce Classic Publisher line. Without the Email quick action, you can’t send articles via email. 3. Disable previous article sidebar components. - To disable the Knowledge sidebar, click **Layout Properties** and ensure Knowledge Sidebar is unchecked. - To disable the case feed article tool, click **Feed View** and ensure Use Case Feed Article Tool in the Console is unchecked. 4. In the page layout editor, click **Custom Console Components**. 5. In the sidebar where you want the Knowledge One widget, select Knowledge One in the Type drop down and set the sidebar parameters. Email quick action to be added to the Case page layout in order to show up If you can’t see the Knowledge One sidebar, increase its width to 250 (height to 150) in the page layout. These are the minimum measurements for the Knowledge One sidebar to display properly. - **[Enable Knowledge One with Permission Sets](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_enable_premission.htm&release=264.0.0&type=5)** To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their permission sets. - **[Enable Knowledge One with Profiles](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_enable_profile.htm&release=264.0.0&type=5)** To switch users from the Articles tab to the Knowledge tab, add the Knowledge One permission to their profiles. - **[Compare Article Widgets for Cases at a Glance](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_comparision.htm&release=264.0.0&type=5)** Decide which Salesforce Knowledge article widget is best for your organization. #### See Also - [Compare Article Widgets for Cases at a Glance](https://help.salesforce.com/s/articleView?id=service.knowledge_widget_comparision.htm&release=264.0.0&type=5 "Decide which Salesforce Knowledge article widget is best for your organization.") <!-- document id=f71d824bf74ba241d5e7900b9d84b64c47a75d8531bad2e05e6c4cc6b9ab205e url=/admin/current/en-us/service/264-0-0/entitlements_milestone_tracker.md --> # Set Up the Milestone Tracker The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d134517e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">To create and edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">To assign page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">To set how time displays in the milestone tracker:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d134517e57 ">Manage Entitlements</td> </tr> </tbody> </table> Often, support reps’ performance is measured by how often they meet milestones. The milestone tracker helps support reps be prepared for support deadlines by showing them: - The time remaining until an active milestone reaches its Target Date - The time passed since an overdue milestone’s Target Date - A list of upcoming milestones - A list of completed milestones When a milestone is in progress, the milestone is represented by a green circle. The circle winds down clockwise as time elapses. The remaining time is shown in the center of the circle. When the time to complete the milestone expires, the circle turns red. The amount of time that the milestone is overdue is shown in the center of the circle. If more than 24 hours remain on a milestone, the countdown displays in days (for example, 1d). When fewer than 24 hours remain, the countdown format switches to hours/minutes/seconds. In Salesforce Classic: ![Case Feed showing a green circle for a milestone in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/milestone_tracker.png) In Lightning Experience: ![Case Feed showing a green circle for a milestone in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/milestone_tracker_lex.png) 1. Expose the milestone tracker to support reps. In Salesforce Classic, you can: - Add it to the case feed. If you plan to use milestones on work orders, follow the same steps to add the tracker to the work order feed. 1. From the object management settings for cases, go to Page Layouts. 2. In the Case Page Layouts section, click **Edit**, and then click **Feed View** in the page layout editor. 3. In the Other Tools and Components section, select the **Milestone Tracker** and specify where on the page you want it to appear. 4. Click **Save**. - Add it to a custom Visualforce page using the `<apex:milestoneTracker>` component. - Add it as a component to the Service Console. In Lightning Experience, go to Lightning App Builder and add the Milestones component. See [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/articleView?id=lightning_app_builder_customize_lex_pages.htm&language=en_US) . In the Lightning App Builder, you can opt to hide the Mark Completed link from your support reps. 2. Set how the milestone tracker displays time remaining or time overdue on milestones. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note By default, the tracker displays actual hours. To make it display time remaining or time overdue in business hours, follow these steps. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. In the Milestone Tracker section, deselect **Show the time remaining in actual hours, not business hours**. 3. Click **Save**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Suppose an active milestone’s business hours are 9 a.m. to 5 p.m. Right now, it’s 4:30 p.m. and the milestone’s Target Date is 11:00 a.m. tomorrow. - If the milestone tracker shows the remaining time in business hours (the default setting), it displays a countdown of 2 hours and 30 minutes (4:30 to 5 p.m. today and 9 to 11 a.m. tomorrow). - If the milestone tracker shows the remaining time in actual hours, it displays a countdown of 18 hours and 30 minutes (4:30 p.m. today to 11:00 a.m. tomorrow). <!-- document id=b69b4ee2285e29e6c86f84ab1019c4edb4e0ee1d84a31bf4c92d3ba55ed1854a url=/admin/current/en-us/service/264-0-0/sla_milestone_tracker.md --> # Set Up the Milestone Tracker The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d190000e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">To create and edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">To assign page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">To set how time displays in the milestone tracker:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d190000e57 ">Manage Entitlements</td> </tr> </tbody> </table> Often, support reps’ performance is measured by how often they meet milestones. The milestone tracker helps support reps be prepared for support deadlines by showing them: - The time remaining until an active milestone reaches its Target Date - The time passed since an overdue milestone’s Target Date - A list of upcoming milestones - A list of completed milestones When a milestone is in progress, the milestone is represented by a green circle. The circle winds down clockwise as time elapses. The remaining time is shown in the center of the circle. When the time to complete the milestone expires, the circle turns red. The amount of time that the milestone is overdue is shown in the center of the circle. If more than 24 hours remain on a milestone, the countdown displays in days (for example, 1d). When fewer than 24 hours remain, the countdown format switches to hours/minutes/seconds. In Salesforce Classic: ![Case Feed showing a green circle for a milestone in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/milestone_tracker.png) In Lightning Experience: ![Case Feed showing a green circle for a milestone in progress](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/milestone_tracker_lex.png) 1. Expose the milestone tracker to support reps. In Lightning Experience, go to Lightning App Builder and add the Milestones component. See [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/articleView?id=lightning_app_builder_customize_lex_pages.htm&language=en_US) . In the Lightning App Builder, you can opt to hide the Mark Completed link from your support reps. 2. Set how the milestone tracker displays time remaining or time overdue on milestones. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note By default, the tracker displays actual hours. To make it display time remaining or time overdue in business hours, follow these steps. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. In the Milestone Tracker section, deselect **Show the time remaining in actual hours, not business hours**. 3. Click **Save**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Suppose an active milestone’s business hours are 9 a.m. to 5 p.m. Right now, it’s 4:30 p.m. and the milestone’s Target Date is 11:00 a.m. tomorrow. - If the milestone tracker shows the remaining time in business hours (the default setting), it displays a countdown of 2 hours and 30 minutes (4:30 to 5 p.m. today and 9 to 11 a.m. tomorrow). - If the milestone tracker shows the remaining time in actual hours, it displays a countdown of 18 hours and 30 minutes (4:30 p.m. today to 11:00 a.m. tomorrow). <!-- document id=b78f36ded953f8a2a05e44af0093655774040266dd67f0009f72cae61a41f952 url=/admin/current/en-us/service/264-0-0/mfs_schedule_list.md --> # Set Up the Schedule Tab in the Field Service Mobile App The Schedule tab in the Field Service mobile app shows service appointments that are assigned to the user. The Schedule tab layout is based on a list view specified in Setup. If no list view is specified, it uses the service appointment search layout. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36399e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 ">To modify search layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 ">To create custom list views:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 "> <p>Read on the type of record included in the list</p> <p>AND</p> <p style="margin-bottom:0;">Create and Customize List Views</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 ">To create, edit, or delete public list views:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36399e78 ">Manage Public List Views</td> </tr> </tbody> </table> ![The schedule screen with map on the iOS](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/iOS_Map_Schedule.png) ![The schedule screen with map on Android](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/Android_Map_Schedule.png) You can base the Schedule tab on a list view. Using a list view allows you to set criteria to filter the records that appear to app users. 1. Create a service appointment list view with up to four fields. Set filter criteria to filter the records according to your use case. Note the API name of the list view. 2. From Setup, in the Quick Find box, enter Field Service Mobile, and then select **Field Service Mobile Settings**. 3. Click the arrow next to the mobile settings you want to define the list view for and select **Show Details**. 4. Under Customization, edit the Default List View Developer Name and enter the API name of the list view you want to use. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Default List View Developer Name is the name of the list view that shows when the mobile Service Appointment page is first opened. If the Default List View Developer Name isn’t defined, mobile users see their service appointments within the date picker range. This list and the list defined are available offline. However, there isn’t an option to change to another list view on the mobile device unless the Default List View Developer Name is defined. 5. Save your changes. If no list view is specified in Setup, users viewing service appointments from the Schedule tab see the following fields: - Scheduled Start - Scheduled End - Address - The top two fields in the Service Appointment search layout. Considerations for Customizing the Schedule Tab - The service appointment calendar view appears differently on Android and iOS devices. On Android, the calendar uses a month view. On iOS, the calendar uses a week view. - If the Schedule tab is based on a list view, including the Scheduled Start field in your list view filter lets app users see a date picker with a range of 45 days before and after the current date. If the list view doesn’t include this field, users see a single Schedule tab of the user’s appointments based on your filter criteria, as it would appear on the desktop site. - While list views can be set for a range of ±45 days, this may affect performance. We recommend configuring list views for a range of ±15 days to maintain optimal performance. - Each list view displays a maximum of 1000 service appointments for a 90-day window. For example, if your 90-day window contains 1100 service appointments, only 1000 of those appointments are displayed. - The app prominently displays the top two fields of the service appointment search layout, so consider which fields your mobile workers want to see on the Schedule tab. Many users, for example, prefer to see Subject instead of the service appointment ID. Scheduled Start and Address are displayed in the same location regardless of the list view or search layout settings - Service appointments in the schedule list are shown in chronological order. This order can’t be changed. - Custom lookup fields aren’t supported and don’t appear on the Schedule tab. - Formulas aren't supported on the Schedule tab. - Multi-day appointments appear on the Schedule tab in the following way: - If a multi-day appointment includes both a Scheduled Start and Scheduled End, the appointment appears on the schedule for every day between those two dates and includes a visual progress bar representing the job’s scheduled completion. - If a multi-day appointment includes a Scheduled Start but not a Scheduled End, the appointment appears on the schedule every day after the Scheduled Start date until the appointment is complete. - If a multi-day appointment doesn’t include a Scheduled Start, the appointment doesn’t appear in the Field Service mobile app. - To add resource absences to the list of Schedule tab items, turn on Display resource absences in the Schedule page on any Field Service mobile settings configuration. Mobile workers get an integrated view of their schedule on calendar-based list views. - The Recently Viewed list view isn’t supported. When accessed, it doesn’t return records, and an error is returned. #### See Also - [Customize the Work Order Overview Screen in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_work_order_overview.htm&release=264.0.0&type=5 "When a user taps a service appointment on the Schedule tab, an overview of the work order is shown. You can customize the highlights and cards shown on the work order overview screen.") - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") <!-- document id=f231a91552a2e9853ebb98c32abc0fd4eff86fb147a8b50fbb341975b334be2a url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_setup.md --> # Set Up the Scheduling Console Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To provide continuity for users, any customizations that were applied to the Classic Dispatch Console continue to function in the Scheduling Console. All current user settings are fully supported in the Scheduling Console, and the existing Gantt transfers without any changes. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip To get the most out of the Scheduling Console, we recommend a screen resolution of 1920 x 1080. You can set up the Scheduling Console in two ways. ## Option 1: Salesforce Go Use Salesforce Go for a guided setup experience that automates key configuration steps. 1. Select **Salesforce Go** from the gear menu or from the main Setup menu. 2. Select **Scheduling Console**. 3. Follow the steps on the page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For the Migrate Service Appointment Lists step, see [Migrate Service Appointment Lists](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_migrate_appt_lists.htm&type=5&language=en_US). ## Option 2: Manual Setup If you're not using Salesforce Go, complete these setup steps manually before your users can access the Scheduling Console. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Salesforce Go automatically handles permission set creation and user access. If you're setting up manually, complete all of the following steps. ## Step 1: Enable the Scheduling Console Tab Use permission sets to enable the Scheduling Console tab. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Select **Field Service Dispatcher Permissions** or create a permission set for your users. 3. Within the permission set, go to **Object Settings** | **Scheduling Console**. 4. Click **Edit** and set the tab to **Available** and **Visible**. 5. Click **Manage Assignments** and add the relevant users to the permission set. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can't rename the Scheduling Console tab. ## Step 2: Create the Service Appointment List View Create the service appointment list view using standard Salesforce list views. Service appointment list views are generated from the list views created for service appointment records. Create standard list views in the Service Appointment tab and share them with all users or with a specific user group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you're migrating from the Classic Dispatch Console, you can migrate your existing service appointment lists to the Scheduling Console instead of creating new ones. See [Migrate Service Appointment Lists](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_migrate_appt_lists.htm&type=5&language=en_US). ## Step 3: Assign Map Permission Sets Assign map-related permission sets to your users. 1. To let users view the map, assign the following app permissions. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Permission Sets**, then click **Field Service Dispatcher Permissions**. 3. Under **Apps**, select **App Permissions** and click **Edit**. 4. Under **Scheduling Console**, select the **Access Scheduling Console Map** permission set to let users view the map. This permission set also provides access to the Show on Map action on service appointments. 5. Under **Scheduling Console**, select the **Show Planned Route** permission set to let users view routes. 6. Save your changes. 2. To enable map polygons, assign the following custom permissions. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets** under Users. 2. Click **Field Service Dispatcher Permissions**. 3. In the Apps section, click **Custom Permissions**. 4. Click **Edit**. 5. Add the following available custom permissions to the enabled custom permissions. - FSL.Polygons - create\\update - FSL.Polygons - view 6. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To give access to a selection of your users, create custom permission sets and assign these permissions to those users. ## Step 4: Populate the Gantt Label Details Field Create a flow or another type of automation to populate the Gantt Label Details field subtext. This field allows users to view additional information right below the Gantt label on the service appointment tile and in the service appointment and service resource popovers. ![Gantt tile showing the Gantt Label Details field subtext below the appointment label](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_setup_gantt_label_details.png) ## Step 5: Update the Resource Absence Page Layout Update the layout so that only relevant fields are visible when users create a resource absence record. Customize the fields shown in the Create Resource Absence side panel from the Resource Absence page layout in Setup. ## Step 6: Configure Global Search Configure the fields that users can search by when using the global search in the service appointment list. Select up to 10 fields that users can search by when using the service appointment list’s global search. If users need to search by fields on related records such as Work Order, Account, and Assigned Resource, expose those fields on the Service Appointment object and include them in the global search configuration. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note These search methods aren't supported in the service appointment list or in global search. - Search by lookup fields - Comma-separated search for multiple values 1. From Setup, go to the **Object Manager**. 2. Click **Service Appointment**. 3. Click **Search Layouts** and then edit the relevant layout. 4. Select the relevant fields and save your changes. ## Step 7: Grant Access to the Find Candidates AI Reasoning Feature Assign users the View Explanations for Scheduling Actions user permission for the Find Candidates AI Reasoning feature. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Find Candidates AI Reasoning feature requires an Agentforce for Field Service license. This feature shows a **Why?** action next to candidates which, when clicked, shows an AI explanation for each suggestion and helps users understand why one option is superior or inferior to others. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click **Einstein Field Service User**, then click **System Permissions**. 3. Select the **View Explanations for Scheduling Actions** permission. 4. Return to the **Permission Sets** page. 5. Click **Einstein Field Service User**, then click **Manage Assignments**. 6. Assign the permission to the relevant users. ## Step 8: Assign Optimization Permission Sets Assign optimization-related permission sets so that users can run resource schedule optimization, In-Day, and Global optimizations and use advanced optimization settings. 1. From Setup, enter Users in the Quick Find box, then select **Users**. 2. Click **Permission Sets**, then click **Field Service Dispatcher Permissions**. 3. Under **Apps**, select **App Permissions** and click **Edit**. 4. Under **Scheduling Console**, select the relevant permission sets. - **Run Resource Schedule Optimization** to optimize a service resource's schedule. - **Run In-Day Optimization** to resolve last-minute schedule changes for one or more service territories on the day of service. - **Run Global Optimization** to optimize the schedule overnight for one or more service territories within a specific date range. - **Set Advanced Optimization Filters** to set advanced filters in resource schedule optimization, in-day, and global optimization. With these filters, dispatchers can filter the scheduling policy, the optimization scope, and appointments to keep scheduled. 5. Save your changes. ## Step 9: Customize the Service Appointment Side Panel (Optional) Edit the default Lightning page for the Service Appointment side panel or create one using the Lightning App Builder. The Scheduling Console includes a default Lightning page for the Service Appointment side panel that shows a default arrangement of tabs and fields. Edit this page to change the default arrangement, or create a new one. You can add, remove, or reorder tabs to customize what information appears in the side panel, including tabs for related objects. 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Click **New** to create a Lightning page, or click **Edit** next to the Service Appointment Side Panel Lightning page to edit the default page. See [Lightning Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_page_overview.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If Service Appointment Lifecycle was enabled after the Scheduling Console was used for the first time, the Service Appointment Lifecycle tab won't appear in the side panel automatically. Add it manually in the Service Appointment Side Panel Lightning page. #### See Also - [Discover and Set Up Features with Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US) - [Features of the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_features.htm&language=en_US) - [Actions in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_actions.htm&language=en_US) - [Service Appointment List in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_appt_list.htm&language=en_US) - [Map Views and Routes in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_map_views.htm&language=en_US) - [Popovers in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_popovers.htm&language=en_US) - [Optimization in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_optimization_parent.htm&language=en_US) - [Get Help for Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_overview.htm&language=en_US) <!-- document id=5b25af7943db26728076f5de296a9cb98a3bbf26e969d40db0dc0e0f5cc3f459 url=/admin/current/en-us/service/264-0-0/svc_site_lwr_search.md --> # Set Up the Search Page Build a standard search page and configure a search bar for your customers to search for catalog items in your site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d181402e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d181402e55 ">To build and configure Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d181402e55 ">Permissions and licenses associated with the LWR Service Catalog Site Builder</td> </tr> </tbody> </table> 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, click **\+ New Page.** 3. From the New Page window, set these configurations in the workflow. 1. Select **Standard Page**. 2. Select **Search**, and then click **Next** 3. In the Name field, enter Service Catalog Search. 4. Click **Create**. The Search page opens in the page editor. 4. Add the Search Bar component to the page. 1. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Search Bar in the components search box. 2. Select **Search Bar** and place it in the Header section of the page editor. This places a search page on each site page. 5. Add the Results Layout component to the page. 1. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Results Layout in the components search box. 2. Select **Results Layout** and place it in the center column of the page. The component properties panel opens. 3. From the component property panel, under the Results Source dropdown, ensure **CRM Object** is selected. 4. From Objects Included in the Search section, click the object listed. The Edit Tab Properties panel opens. 5. From the Object dropdown, select **Service Catalog Item Definitions**. 6. Ensure Publicly available is selected. 7. Save your work. 6. From the builder navigation menu, click **Publish**. When you publish your site, it isn’t activated. Publishing only saves your completed work. <!-- document id=d817dfc2cc23e40bddf5149b27582ac62a75c87412fa8e3e311ee8c8cd770a76 url=/admin/current/en-us/service/264-0-0/mfs_search.md --> # Set Up the Search Tab in the Field Service Mobile App Let mobile workers search for records in the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104547e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104547e78 ">To customize tabs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104547e78 ">Customize Application</td> </tr> </tbody> </table> 1. [Set up the user permissions](https://help.salesforce.com/s/articleView?id=service.mfs_builder_setup_perms.htm&release=264.0.0&type=5 "Let mobile users see the configuration."). 2. Add the Search component. 1. In Field Service Mobile App Builder, drag **LWC Attributes** to the bottom bar. See [Work with Tabs in the Field Service Mobile App Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5 "Choose tab types and their placement, and add other customizations to create workflows optimized for your mobile app users."). 2. For Lightning Web Component, select **Search**. 3. Give the tab a label and select an icon. The mobile worker sees the label and icon in the Field Service mobile app. For example: ![Search tab in the Field Service Mobile App Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mobile_app_builder_search.png) 4. Click **Save** and then click **Publish**. 3. The component searches in these objects, listed in the order they appear: Service Appointment, Work Order, Work Order Line Item, Asset, Contact, Account, Product Item, and Resource Absence. Determine which fields are searched and shown in the search results. 1. The search bar at the top of the component lets users enter free text. The component then searches in all the fields that are in the object’s search layout. To determine which fields are searched, from Object Manager, select the **Service Appointment** object, and then click **Search Layouts**. 2. In the row of the required profile, click the arrow and select **Edit**. 3. The component searches in all of the fields in the Selected Fields list. Review the fields in the list and add or remove fields accordingly. 4. The first five fields are shown in the search results. Determine which fields are shown by reordering the fields. The top two fields are shown in the collapsed mode. The first field is the title of the search result, and the second field appears below it. The next three fields are seen only in the expanded mode. For example, if the fields are sorted in the order shown in this example, these fields are shown in the collapsed mode and the expanded mode. ![Search layout modes](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/search_layout.png) 5. The component’s Filter By option lets you select any of the object’s fields that are in the page layout. Review the fields in the object’s page layout and add or remove fields accordingly. 6. Repeat steps a. to e. for the remaining objects that the component searches in. Keep these considerations in mind. - The search results show only the first 50 records that were modified in the last 2 years, based on the last modified field on the record. Older results aren’t shown. - The component searches in a set list of objects: Service Appointment, Work Order, Work Order Line Item, Asset, Contact, Account, Product Item, and Resource Absence. You can’t remove or add objects to this list. - When the mobile worker is offline, the component searches only in cached records. To make relevant records available offline, make sure you add them to the briefcase. - When the mobile worker performs a search, the results are retrieved from the server and cached. If the information changes on the server and the mobile worker then performs the same search, they don’t see the updated information, because the information was already cached. When the data cache policy expires, the search can retrieve the updated information. - The component retrieves only records that the user has access to. When a mobile worker searches for service appointments, only appointments that are assigned to them are retrieved. #### See Also - [Customize Tabs with the Field Service Mobile App Builder](https://help.salesforce.com/s/articleView?id=service.mfs_builder.htm&release=264.0.0&type=5 "The Field Service Mobile App Builder is a point-and-click tool that lets you configure custom tab navigation and give users quick access to screens and records based on their role.") - [Search for Records](https://help.salesforce.com/s/articleView?id=service.mfs_search_user.htm&release=264.0.0&type=5 "Use the Search tab to search for records.") <!-- document id=08162e7f7c99e47b52db8b5b0e9fa889a9f3f76bdf180c0a551b20d6af3239ea url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_setup_sa.md --> # Set Up the Service Assistant for Incident Recommendations Set up the Service Assistant to provide AI-based incident recommendations for cases. The Service Assistant uses Data Cloud to compare new cases with open incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d13255e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13255e74 ">To set up the Service Assistant:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13255e74 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">View Setup and Configuration</p> </td> </tr> </tbody> </table> Turn on Proactive Customer Operations before you set up the Service Assistant. See [Set Up Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup.htm&release=264.0.0&type=5 "Turn on Proactive Customer Operations in Salesforce Go. Choose how impacted customers are notified when an incident's status changes. To prefill the incident creation form from the case, map incident fields to case fields."). Complete this task only if you want the Service Assistant to provide AI-based incident recommendations. Skip it if your reps relate cases to incidents manually only. 1. Set up Data Cloud. Follow the steps in [Set Up Data Cloud for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_setup.htm&release=264.0.0&type=5 "Set up Data 360 for your IT Service business and configure settings that help users work with the IT Service Data Kit."). 2. Deploy the IT Service Data Kit. Follow the steps in [Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5 "A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes."). 3. Create the data stream and search indexes that the Service Assistant uses to recommend incidents for cases. 1. In Data Cloud, create a data stream for the **Case Related Issue** object. For detailed steps, see [Create a Salesforce CRM Data Stream](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&type=5&language=en_US). 2. Create search indexes for the **Incident**, **Case**, and **Case Related Issue** objects. Use the Easy Setup option for each object. For detailed steps, see [Create a Search Index Configuration with Easy Setup](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_easy_setup_search_index.htm&type=5&language=en_US). 4. Set up the Service Assistant. Complete the general setup that applies to both case and messaging. For detailed steps, see [Complete General Setup](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US). 5. Set up the Service Assistant for incident recommendations. For detailed steps, see [Set Up Service Assistant for Case](https://help.salesforce.com/s/articleView?id=service.sp_setup_case.htm&type=5&language=en_US), and complete its Set Up the Service Assistant Component subtask to add the Service Assistant component, where reps review and accept AI-based incident recommendations. To let reps also relate cases manually, add the Related Incidents component. See [Customize Case Page for Proactive Customer Operations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_setup_case_page.htm&release=264.0.0&type=5 "Add the Related Incidents component and the Related Incidents Banner component to the case Lightning record page so that service reps can relate a case to the incident that's causing it, and see at a glance when a case is tied to an active incident."). The Service Assistant can analyze new cases and recommend up to three active incidents. After an incident is ingested into Data Cloud, it can take up to 20 minutes for the Service Assistant to include it in incident recommendations. <!-- document id=800fc5c057d6a0d947a27d0dd2c50f3316d74ca2a479266c87c95f31c428c7c5 url=/admin/current/en-us/service/264-0-0/svc_site_pages_setup.md --> # Set Up the Service Catalog Pages For the BYO (Aura) template, complete these steps to create and configure the Service Catalog site pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d178885e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d178885e55 ">To build and configure Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d178885e55 ">Permissions and licenses associated with the Aura Service Catalog Site Builder</td> </tr> </tbody> </table> Steps 1-3 guide you through the required process to create the Service Catalog object pages, which already contain the necessary Service Catalog components. You have the option to take steps 4-8 to customize the components. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, click **\+ New Page**. 3. In the New Page window, set these configurations in the workflow. 1. Select **Object Pages**. 2. In the search box, enter Service Catalog Item Definition, and then select **Service Catalog Item Definition**. 3. Click **Create**. The Service Catalog Item Definition Detail, List, and Related List pages are created. The Service Catalog Item Definition Detail page opens in the page editor. 4. Optional: From the Service Catalog Item Definition Detail page, click the Service Catalog Record Detail component, and then configure the properties. 5. Optional: From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 6. Optional: From the Pages dropdown, under Service Catalog Item Definition, select **Service Catalog Item Definition List**. 7. Optional: Click the Service Catalog List component, and then configure the properties. <!-- document id=0d2787740a46c989e3ac77c49ed11e6504bde587fad0f4937212dfd998ead9d7 url=/admin/current/en-us/service/264-0-0/svc_site_request_page_setup.md --> # Set Up the Service Catalog Request Page Create a Service Catalog Request page to let your site users view all their open service requests and their details. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33959e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e55 ">To build and configure Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33959e55 ">Permissions and licenses associated with the Aura Service Catalog Site Builder</td> </tr> </tbody> </table> Setup of the Service Catalog Request page is optional, based on your business needs. The Service Catalog Request page requires the use of the standard Record Detail, Record List, and Record Banner components from Experience Cloud that you configure to link to the Service Catalog Request object. To link the object to the page, you must complete step III in [Set the Service Catalog Site Setup Configurations](https://help.salesforce.com/s/articleView?id=service.svc_site_crm_configs.htm&release=264.0.0&type=5 "Several configurations are required in Setup for you to build your Service Catalog site with Experience Cloud."). Because the page uses standard components, the provided guidance is a recommended setup. Style the component’s properties and their arrangement on the page to your preferences. 1. Create the Service Catalog Request object page. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png), and then click **\+ New Page**. 2. In the New Page window, set these configurations in the workflow. 1. Select **Object Pages**. 2. In the search box, enter Service Catalog Request, and then select **Service Catalog Request**. 3. Click **Create**. The Service Catalog Request Detail, List, and Related List pages are created. The Service Catalog Request Detail page variation opens in the page editor. 2. Create the Service Catalog Request object page variation. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). The Pages dropdown opens and shows the page properties panel for the Service Catalog Request Detail page. 2. From the page properties panel, click **Page Variations** | **\+ New Page Variation**. 3. From the New Page Variation window, set these configurations in the workflow. 1. Select **Flexible Layout**, and then click **Next**. 2. Name the page Service Catalog Request. 3. Click **Create**. 3. Configure the Service Catalog Request object page variation. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). The Pages dropdown opens and shows the page properties panel for the Service Catalog Request Detail page. 2. From the page properties panel, click **Page Variations**. 3. From the page variation list, from the dropdown for Service Catalog Request, select **Set to Default**. 4. From the dropdown for Service Catalog Request, click **Edit**. 5. From the page editor, click the center section of the page to open the section settings. 6. From the Section settings, set these configurations. 1. Under Column Layout, assign a two-column layout. 2. Under Column Distribution, move the column divider to the left to set a distribution of four columns on the left and eight columns on the right. 7. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Record List in the Components search box. 8. Select **Record List**, and then place it in the left column of the page editor. 9. Click the Record List component, and set these configurations. 1. For the Object Name field, select **Service Catalog Request**. 2. For the Filter Name field, select **My Service Catalog Requests**. The Record List component updates to show Service Catalog requests. 10. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Record Banner in the Components search box. 11. Select **Record Banner** and place it on the right column of the page editor. 12. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Record Details in the Components search box. 13. Select **Record Detail** and place it on the right column of the page editor below the Record Banner component. #### See Also - [_Salesforce Help_: Record Banner](https://help.salesforce.com/s/articleView?id=experience.rss_record_headline.htm&type=5&language=en_US) - [_Salesforce Help_: Record Detail](https://help.salesforce.com/s/articleView?id=experience.rss_record_detail.htm&type=5&language=en_US) - [_Salesforce Help_: Record List](https://help.salesforce.com/s/articleView?id=experience.rss_record_list_view.htm&type=5&language=en_US) - [_Salesforce Help_: Service Catalog Request](https://help.salesforce.com/s/articleView?id=service.svc_catalog_requests.htm&release=264.0.0&type=5 "Catalog requests are created when a Service Catalog customer submits a request for a catalog item. Requests let customers follow the status of a requested item and let you report on requests.") <!-- document id=6a81842bcb415010b543367fbf2310596f81600b50330fc5cd8fa4c6be64d65f url=/admin/current/en-us/service/264-0-0/svc_site_pages_setup_lwr.md --> # Set Up the Service Catalog Site Pages Create and configure the Service Catalog site pages for customers to browse your catalog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d60755e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e55 ">To build and configure Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d60755e55 ">Permissions and licenses associated with the LWR Service Catalog Site Builder</td> </tr> </tbody> </table> The setup steps guide you through creating and configuring the Service Catalog Item Definition Detail object page, Network Data Category Detail object page, and their page variations. Before you begin, review the provided information to help orient yourself with the Network Data Categories page, its structure, and how to use the Service Catalog components with it. The standard Network Data Category page and its standard Network Data Category detail object page variation are used in the Service Catalog site to surface your data categories in the site. You must add these standard Experience components and custom Service Catalog components to the object page variation. - Data Category Path - Service Catalog Grid - Subcategories List Here’s the structure of the Network Data Category detail object page variation and the required layout of the components. Use this reference as you take the setup steps to configure the page. ![Network Data Category page structure and Service Catalog components layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_ndc_layout.png) 1. Create the Service Catalog Item Definition object page. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, click **\+ New Page**. 3. In the New Page window, set these configurations in the workflow. 1. Select **Object Pages**. 2. In the search box, enter Service Catalog Item Definition, and then select **Service Catalog Item Definition**. 3. Click **Create**. The Service Catalog Item Definition Detail, List, and Related List pages are created. The Service Catalog Item Definition Detail page opens in the page editor. 2. Configure the Service Catalog Item Definition Detail object page variation. 1. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Service Catalog Record Detail in the Components search box. 2. Select **Service Catalog Record Detail** and place it on the middle column of the page editor. The component property panel opens. This component has no settings, but it has several other components that you can configure. Set a Custom Success message for the Service Catalog Automation component. The message notifies your customers that their catalog item request is submitted. 3. Create the Network Data Category object page. 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, click **\+ New Page.** 3. In the New Page window, set these configurations in the workflow. 1. Select **Object Pages**. 2. In the search box, enter Network Data Category, and then select **Network Data Category Detail**. 3. Click **Create**. The Data Category Network page opens in the page editor. 4. Configure the Network Data Category Detail object page variation. 1. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and enter Service Catalog Grid in the components search box. 2. Select **Service Catalog Grid** and place in the first section of page editor. The component property panel opens. Keep in mind that this component has no settings, but it contains the standard Grid component that you configure in the next steps. 3. From the page editor, within the Service Catalog Grid component, click the Grid component. The component property panel opens. 4. From the Settings tab, under the Data Source field, ensure the Self-Service List is selected. 5. From the Settings tab, under the Object field, ensure the Service Catalog Item Definition is selected. 6. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) the left sidebar, and then enter Data Category Path in the Components search box. 7. Select **Data Category Path** and place it in the header of the page editor. 8. From the Settings tab, under the Data Source dropdown, make sure Self-Service List is selected. 9. From the Settings tab, under the Object dropdown, make sure Service Catalog Item Definition is selected. 10. Click ![Lightning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_components_icon.png) on the left sidebar, and then enter Subcategories List in the Components search box. 11. Select **Subcategories List** and place it in the second section of the Network Data Category page. Next, configure all other properties for each component to your preferences. <!-- document id=85a5c39eb8f00a69ab8a46097c74026bd3ab75cb4f34ceb960ff56b4018d4997 url=/admin/current/en-us/service/264-0-0/voice_setup_org_config.md --> # Set Up the Service Console App for Salesforce Voice Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## Add the Voice Call Tab to the Lightning Service Console (Required) By default, the Voice Call tab that shows the Voice Call list view is hidden. Add the Voice Call tab to your console so reps can view Voice Call records. Reps can’t edit standard Voice Call list views, but with the right permissions they can clone and update list views with list view controls. 1. From Setup, enter Apps in the Quick Find box, then select **App Manager**. 2. Click the dropdown next to the console app you want to add the Voice Call tab to, then click **Edit**. 3. Under Navigation Items, select **Voice Call** from the Available Items list and click the arrow button to add it to the Selected Items list. 4. Click **Save**. Alternatively, open the App Launcher, select the console app where you want to add the Voice Call tab, and click the dropdown arrow. Click **Edit**. The Edit \[App Name\] Navigation Items window opens. Click **Add More Items**. Search for Voice Call and click the plus sign next to it, then click **Add Nav Item**. ## Configure Channel-Object Linking (Required) When a rep accepts a call in the workspace, prompt them to choose from recommended records, search for a record, or add a new one. 1. From Setup, enter Channel-Object in the Quick Find box, then select **Channel-Object Linking**. 2. Click **New Linking Rule.** 3. Select the Phone channel type and the object that you want to link to, such as Contact. 4. Create a rule name and description. 5. Set rule actions for these scenarios: Action for No Record Found and Action for Single Record Found. For example, if no matches are found for a contact, include a rule to automatically create and link a record, or prompt the rep to search for or create a record. If a single matching record is found, set a rule to automatically link the record. Alternatively, prompt the rep to pick the suggested record, search for a record, or create a record. 6. Save your work. 7. After completing the Phone setup, add the Object-Linking Notifications background utility in the App Manager. This utility displays toast messages in the console that prompt the rep to link a suggested record or add a new one. 8. From Setup, enter App Manager in the Quick Find box, then select **App Manager**. 9. Click **Edit** in the action menu for your app. 10. Click **Utility Items (Desktop Only)** | **Add Utility Items** | **Object-Linking Notifications**. 11. Save your work. ## Configure the Voice Call Related List (Optional but Recommended) To show a list of calls associated with a record, add the Voice Call related list to a Lightning record page. For example, add the list to your Case record page, so reps can see a case’s associated calls and learn about the customer’s interactions with your company. You can add the Voice Calls related lists to cases, contacts, leads, accounts, and opportunities. 1. From the Object Manager in Setup, select the object that you want to add the Voice Call related list to. For example, to add the Voice Call related list to a Case page layout, select **Case**. 2. Select **Lightning Record Pages**. 3. Select the page that you want to modify, then click **Edit**. 4. Drag the Related List - Single component to the page layout. 5. In the Related List menu, select **Voice Calls**. 6. Save your changes. ## Set Up After Conversation Work (ACW) (Optional but Recommended) Give reps a set amount of time after a call ends to wrap up their work. You can set up ACW in the presence configuration for a group of reps or in a service channel. ACW at the service channel level overrides the setting at the presence configuration level. For more information, see [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&type=5&language=en_US). #### See Also - [Activity Timeline](https://help.salesforce.com/s/articleView?id=sales.activity_timeline_parent.htm&language=en_US) - [Set Up an App with Standard Navigation and Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_standard_app.htm&release=264.0.0&type=5 "To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget.") <!-- document id=1006a440d6622b3e7dbe029d828fe0dde23fa015e3139be0ab54db40e322ae02 url=/admin/current/en-us/service/264-0-0/voice_agent_workspace_setup.md --> # Set Up the Service Rep Workspace Now that you set up your phone channel and added users to your contact center, it's time to add Omni-Channel to the service rep's workspace. To enable reps to change their presence status and triage their incoming work assignments, add Omni-Channel to the app where they work. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Add the Omni-Channel Component to a Lightning App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) <!-- document id=1318e25ab11ee0ba20cf2b6169fe5697f9575577759bb378e80e9cdcff5bf690 url=/admin/current/en-us/service/264-0-0/sp_sc_pt.md --> # Set Up the Summarize Case Prompt Template Modify the Summarize Case prompt template to include service plan information in case summaries. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d87776e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e61 ">To set up the Summarize Case prompt template:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e61 "> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p>Customize Application OR System Admin</p> <p>AND</p> <p>Prompt Template Manager permission set </p> <p>AND</p> <p>Service Planner Builder permission set </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Summaries User Permission Set </p> </td> </tr> </tbody> </table> To setup the Summarize Case Prompt Template, you must [Set Up Enahnced Sumamries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&language=en_US&type=5). When set up, you then make a version of the standard summarize case prompt template add the `getPlanDataEnhanced` data action to the template. The data action adds: - A description of the original issue. - A summary of the completed steps and uncompleted steps. - The final resolution. If you choose not to configure the prompt template but have Enhanced Summaries configured, service reps can still draft a case summary, but it won't contain service plan information. 1. From Setup, in the Quick Find box, enter Prompt Builder, and then select **Prompt Builder**. 2. Under All Prompt Templates, select **Summarize Case**. 3. From the Prompt Builder menu, click **Save As** and then select **Save as a New Version**. 4. From the workspace, delete the preexisting text and add this text. ``` You are a summarization assistant. Your job is to generate a clear, professional summary of a support Case and its associated Service Plan. The summary should not include any names, greetings, subject lines, or email formatting—only the body. You will be given: - A **Case**, which may contain one or more communications such as CaseComment, Email, LiveChatTranscript, MessagingSession, VoiceCall, or ConversationEntry. - A **Service Plan**, which may be generated to assist in resolving the case. --- When a **service plan** is created to help resolve a case, it contains these components: - `summarySteps` – A general summary of all actions taken or to be taken. Use this **only if `steps` is empty**. - `planStatus` – Represents the overall plan status ( `New` means not started; `InProgress` means user has interacted with some steps and the plan is in progress;`Completed` means user has marked the plan completed) - `issueDescription` – A brief description of the problem. Use this to frame your opening statement. - `steps` – An ordered list of steps intended to address the issue. - `stepName` – A description of the step. Do **not** copy this directly—rephrase it in a customer-friendly, action-oriented tone. - `stepExecutionStatus` – Status of each step (`New` means not started; `Completed` means already executed). - `stepOrder` – The order in which steps should be performed. - `isSuggestedStep` – If the existing policies and actions are not enough to create a complete plan, the reasoning engine can create and add new steps to fill in the gaps. These are called suggested steps. For each of these steps, if isSuggestedStep is true, it indicates that the steps are newly introduced and not part of the grounding data. --- ### Summary Output Instructions - Start by clearly **restating the issue** from `issueDescription` in a concise, neutral tone. - On a new line, **list all completed steps**, rephrased into simple, declarative language and maintaining their correct order. - On another line, **highlight the next upcoming step** (only one), if available. - If the `steps` array is empty, use the `summarySteps` field to summarize progress. - Do **not** reference raw field names or internal labels in your summary. - Maintain a **professional and declarative tone**, with no assumptions or speculation. --- Service Plan Input: {!$SalesforceDataAction:getPlanDataEnhanced.servicePlanInfo} Case Content Input: {!$Flow:case_summaries__GetCaseSummaryInfo.Prompt} ``` 5. **Optional**: Edit the Summary Output Instructions section to tailor the template with your company-specific information and resources. See the customization tips section. We don’t recommend making edits to any other sections. Don’t remove or edit the Service Plan Input or Case Content Input resources. 6. Click **Save** and then click **Activate**. 7. Assign the ServicePlanner User (agent user) and your service reps these permission sets. 1. ServicePlanner User: Enhanced Summaries User permission set. 2. Service Reps: Prompt Template User and Enhances Summaries User permission set. When your setup is complete, service reps can create a case summary that includes service plan information by using the Enhanced Summaries component. Keep in mind that the Case summary states the resolution only when the case is formally closed. If the post is drafted while the case is open, the draft includes only the Case summary and issue description. ## Tips for Customizing the Summarize Case Prompt Template The sample prompt defines Service Assistant core task and the data it uses: the Case details and service plan information. We recommend not changing this foundational portion of the template. The most effective way to tailor the prompt template is to add your company information to the Summary Output Instructions section. Doing so makes sure the prompt template produces summaries that are aligned with your company standards, use cases, voice, and tone. Here are a few guidelines and recommendations for editing the prompt template. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87776e259">Guideline </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87776e262">Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87776e265">Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e259 ">Define role and tone.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e262 "> <p style="margin-bottom:0;">Specify any voice and tone guidelines unique to your company.</p> </td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e265 "> <ul> <li>“Adopt a friendly and encouraging tone.”</li> <li>“Maintain a formal and technical tone throughout the summary.”</li> <li>“Write as a helpful expert, making complex steps sound simple and achievable.”</li> </ul> </td> </tr> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e259 ">Define the summary structure.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e262 ">Provide a clear, step-by-step guide on how the final summary is formatted. State what to do and what to avoid.</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e265 "> <ul> <li>“Begin with the phrase 'Here is a summary of your case and the steps we've taken:'" </li> <li>“Present all completed steps under a bold heading: <strong>Work Completed</strong>.”</li> <li>“Do not use bullet points. Write the summary as a single, concise paragraph.”</li> <li>“After listing the next step, add a sentence explaining its importance.”</li> </ul> </td> </tr> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e259 ">Ground the prompt with additional resources.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e262 "> <p>In addition to the standard service plan data add Salesforce resources to the prompt. These resources can include merge fields, flows, and Apex classes.</p> <p>With these resources, you can insert data for customer details, product information, or related case history directly into your prompt template.</p> <p style="margin-bottom:0;"> See <a href="https://help.salesforce.com/s/articleView?id=ai.prompt_builder_ground_template.htm&type=5&language=en_US" target="_blank">Ground Prompt Templates with Salesforce Resources</a>. </p> </td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e265 "> <ul> <li>To include the customer’s specific product, you can add an input like: <p><code>Product Information: {!$Flow:case_summaries__GetCaseSummaryInfo.Product_Name__c}</code></p> <p>You can then add a corresponding instruction in the output section like:</p> <p>“Mention the product, <code>{!$Flow:case_summaries__GetCaseSummaryInfo.Product_Name__c}</code>, that this case relates to.” </p> </li> <li>To make sure the summary reflects the case’s urgency, you can add an input like: <p><code>{!Case.Priority}</code></p> <p>You can then add a corresponding instruction in the output section like:</p> <p>“Always state the <code>'{!Case.Priority}'</code>. ” </p> </li> </ul> </td> </tr> <tr class=""> <td data-label="Guideline" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e259 ">Include company information.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e262 "> <p style="margin-bottom:0;">State any standard company policies, contact information, or additional resources that must included in the summary.</p> </td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d87776e265 "> <ul> <li>“At the end of the summary, add our standard post-case support policy: 'If you have any further questions, please reply to this email or call us at 1-800-555-1234.” </li> <li>“Include a section titled 'Helpful Resources' and add a link to our public knowledge base at <u>www.yourcompany.com/support</u>.”</li> <li>“Conclude the entire summary with the line: 'Thank you for being a valued customer.' ”</li> </ul> </td> </tr> </tbody> </table> <!-- document id=b0073f4e4b323a2dcbcc5b69e7d0888211f0d68c4af0a8f26a1cff928097f836 url=/admin/current/en-us/service/264-0-0/voice_supervisor_workspace_setup.md --> # Set Up the Supervisor Workspace Set up Command Center for Service, your supervisors' workspace. First, enable it. Then add Command Center for Service to an app where your supervisors work. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> After you're done configuring your contact center, you can begin using it. When you're ready, considering customizing your contact center to meet your specific business needs. All customization tasks are optional. #### See Also - [Enable Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_monitor_agents.htm&type=5&language=en_US) - [Add Command Center for Service to an App](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_omni_supervisor_to_service_console.htm&type=5&language=en_US) <!-- document id=21970997c7b6379b3b8e8c2529f3f2820bd17dc6d9cb44f502d88b79d06c64d6 url=/admin/current/en-us/service/264-0-0/vaccine_packages_setup_ve.md --> # Set Up the Vaccine Eligibility Package Use the topics that follow to install and set up the Vaccine Eligibility Package. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> - **[Install the Vaccine Cloud Eligibility Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_install.htm&release=264.0.0&type=5)** Install the package and complete post-install steps. - **[Set Up a Site and Domain for Your Vaccine Eligibility Forms](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_site_domain_setup.htm&release=264.0.0&type=5)** Create a site and connect it to your domain. Then, change the home page to one of the Visualforce pages included in the Vaccine Eligibility package and set up public access to the form. - **[Customize the Vaccine Eligibility Form](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_form_setup.htm&release=264.0.0&type=5)** Edit the text, fields, privacy and legal attestations, images, and redirect button in the vaccine eligibility form. - **[Set Up Vaccine-Related Updates](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_updates_setup.htm&release=264.0.0&type=5)** Set up an Apex job to automatically create consent records for your vaccine eligibility recipients. If you’re using Marketing Cloud Engagement to send updates for vaccine eligibility or health verification, prepare your implementation. - **[Set Up Marketing Cloud Engagement for the Vaccine Cloud Eligibility Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_mc_setup.htm&release=264.0.0&type=5)** If you plan to use Marketing Cloud Engagement to send emails and text messages (SMS) to recipients, create an installed package in Engagement and set up the Marketing Cloud Engagement API. - **[Set up Marketing Cloud Engagement to Send Vaccine Eligibility Updates to Recipients](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_send_updates.htm&release=264.0.0&type=5)** Send emails and text messages (SMS) to recipients using Marketing Cloud Engagement. If you’re using a different product to send updates, consult the documentation and support for that product. <!-- document id=92c2b877082d64425d14ed37c28e0535aedc4cb88605f21e23ccc7fee414465c url=/admin/current/en-us/service/264-0-0/voice_flex_third_party.md --> # Set Up Third Party Identity Provider You can also set up a third party identity provider. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To set up a third party identity provider, set the value of the `reqThirdPartyIDP` attribute as true in the import.xml file. Then, in the contact center details page, configure the third party identity provider from the Third Party Identity Settings section as described in [Configure Single Sign-On (SSO) with Your Own Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_sso_idp.htm&type=5&language=en_US). To use a custom name format for contact center users, set up the custom name format in the external client app as described in [Set Up Custom Name Format for the User](https://help.salesforce.com/s/articleView?id=service.voice_flex_custom_username.htm&type=5&language=en_US). In this case, the external client app is not used for SAML assertion. <!-- document id=51e4882a0b7f1321f9bd32d0213a8d7196147a579c7138089683d8cec185cf5c url=/admin/current/en-us/service/264-0-0/knowledge_uk_setup_third_party_connectors.md --> # Set Up Third-Party Connectors with Data 360 Set up third-party connectors in Data 360 to import knowledge from third-party sources. Make sure you’ve set up Data 360 in your org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d147264e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">To set up and manage Unified Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">To view the Data Categories page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">View Data Categories in Setup</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">To create, edit, or delete data categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147264e64 ">Manage Data Categories</td> </tr> </tbody> </table> 1. In Setup, in the Quick Find box, enter Unified Knowledge, and then select **Unified Knowledge**. 2. On the Unified Knowledge page, click **Add a Source**. 3. In the Add a Source page, go the Data Cloud tab and complete these configurations. 1. Click **Configure Connectors** and [set up a new third-party connector](https://help.salesforce.com/s/articleView?id=data.c360_a_sources_targets.htm&type=5&language=en_US) to ingest data into Data 360. 2. Click **Create Data Streams** and [create a new data stream for your connector](https://help.salesforce.com/s/articleView?id=data.c360_a_sources_targets.htm&type=5&language=en_US) for the flow of data into Data 360. 3. Click **Create Search Index** and [create a new search index](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_easy_setup_search_index.htm&type=5&language=en_US) for generative AI grounding. 4. Click **Done**. <!-- document id=392229043dc57d27ea75dc027360dfa602a408df0775ba091e4877533d3446e4 url=/admin/current/en-us/service/264-0-0/fs_set_up_timesheets.md --> # Set Up Time Sheets Before your mobile workers can start logging their hours using time sheets, lay down the foundation. Enable time sheets on the Field Service mobile app, set up an approval process, and customize time sheet fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d72835e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72835e72 ">To enable time sheets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72835e72 ">Customize Application</td> </tr> </tbody> </table> 1. Enable mobile time sheets. 1. From Setup, enter Field Service Mobile Settings in the Quick Find box, then select **Field Service Mobile Settings**. 2. Click **Edit** next to your Field Service Mobile Settings configuration. 3. Select **Enable mobile time sheets**. 4. Click **Save**. 2. Create an approval process. 1. From Setup, enter Approval Processes in the Quick Find box, then select **Approval Processes**. 2. Select **Time Sheet** from the dropdown menu. 3. Click **Create New Approval Process** | **Use Jump Start Wizard**. 4. [Create an approval process with the Jump Start Wizard](https://help.salesforce.com/s/articleView?id=platform.approvals_jump_start.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a mobile worker submits a time sheet, it initiates your approval process. If you don't have an approval process set up, workers can't submit their time sheets. 3. Customize fields for time sheets. 1. In the Object Manager, enter Time Sheet in the Quick Find box, then select **Time Sheet**. 2. Select **Page Layout** | **Time Sheet Layout**. 3. Under Time Sheet Detail, add or remove fields. Up to four fields can be shown on the Field Service mobile app. 4. Click **Save**. 4. [Create time sheet templates](https://help.salesforce.com/s/articleView?id=service.fs_create_timesheets.htm&release=264.0.0&type=5 "You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician."). Considerations for time sheets: - Users can view up to 100 past time sheets offline on their mobile devices. - The first field on Time Sheet Detail displays as the header. Three more fields can be displayed as details below the header. - Sharing button isn’t available for time sheets. - **[Create Time Sheet Templates](https://help.salesforce.com/s/articleView?id=service.fs_create_timesheets.htm&release=264.0.0&type=5)** You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician. <!-- document id=0d4b33b2f256e48159da14ff957db3a0ba259d63de67165dcc12aff3eb61f5ec url=/admin/current/en-us/service/264-0-0/miaw_token_based_user_verification_setup.md --> # Set Up Token-Based User Verification Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_token_based_user_verification_setup__d1202e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_token_based_user_verification_setup__d1202e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81950e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81950e95 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81950e95 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Token-based user verification is available for a mobile app, an external website, or some Aura sites (Build Your Own Aura, Help Center, and Customer Service templates). When you’re using the Enhanced Chat for In-App SDK for mobile apps, we don’t support verified users alongside unverified users. Your mobile app implementation must be designed for either verified users or unverified users. ## Add Your Keys or Endpoint URL to Create a Keyset Create a keyset for token-based user verification. Choose whether to create your keyset from an endpoint URL or by manually uploading your keys. 1. From Setup, in the Quick Find box, enter User Verification, and then select **Enhanced Chat User Verification**. 2. To create a Keyset from an Endpoint URL: 1. Click **New Keyset**. 2. Name your keyset and indicate the JSON web key issuer. Enter an issuer that matches the `iss` parameter value in the JWT payload. 3. Under Type, select **Endpoint URL**, and add your JWKS URL Response to the Endpoint URL field. Note the following when creating your URL: 1) The JWKS URL Response must be hosted outside of Salesforce. 2) We support the RS256 and RS512 algorithms. 3) Formatting matters. Here’s an example endpoint format: ![Example code illustrating an endpoint format.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/messaging_user_verification.png) 4. Save your changes. 3. To create a keyset by uploading keys: 1. Click **New Key**. 2. Name your key and activate it. 3. Upload your key file. 4. Save your changes. 5. Repeat steps a through d until all keys are uploaded. 6. Click **New Keyset**. 7. Name your keyset and indicate the JSON web key issuer. Enter an issuer that matches the `iss` parameter value in the JWT payload. 8. Select **Keys** as the type. 9. Search for and select each key to add to your keyset. 10. Save your changes. ## Turn On User Verification Turn on user verification for Enhanced Chat. 1. From Setup, in the Quick Find box, enter Messaging, and then select **Messaging Settings**. 2. In the dropdown for your messaging channel, select **Edit**. 3. Select the **Add User Verification** checkbox. 4. Return to the Messaging Settings related list, and click the name of your messaging channel. 5. Under User Verification, click **New**. 6. Enter a configuration name. To let customers continue the same messaging conversation across channels, add the same configuration name to each channel. 7. Select a keyset. 8. Select **Active**. 9. Save your changes. ## Determine Authorization Token Expiration Time Control when a messaging session gets renewed by your website or mobile app to continue the conversation. When user verification is turned off, the field is labeled **Authorization Token Expiration Time for Unverified Users** and it controls the number of minutes until an Enhanced Web Chat session expires. The default value for this field is 360 minutes (6 hours) and you can specify up to 72 hours. Enhanced In-App Chat sessions is automatically renewed by the SDK so this value has a minimal impact on mobile app users. ![Authorization token expiration time for unverified users](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_expiration_unverified_users.png) When user verification is turned on, the field is labeled **Authorization Token Expiration Time for Verified Users** and it controls how long until Salesforce calls your client API ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html)) so that you can either let the session expire, or provide a valid identity token to renew the session. The default value for this field is 60 minutes. ![Authorization token expiration time for verified users](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_expiration_verified_users.png) ## Use the API to Send the Token to Salesforce From your website or mobile app, use the APIs we provide to send the customer token to Salesforce. Here's the list of APIs we provide to send a customer token to Salesforce. - [Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html) - [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html) - [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html) #### See Also - [_Salesforce Help_: Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&release=264.0.0&type=5 "When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.") - [_Salesforce Help_: Troubleshooting User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_troubleshooting.htm&release=264.0.0&type=5 "Use these troubleshooting tips to diagnose issues with User Verification.") - [_Salesforce Developer Docs_: Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html) - [_Salesforce Developer Docs_: Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html) <!-- document id=ab68dfdaf52320c4c2b7333d6f359997067b9a0058d2d8eed82b3f36b8b7ca93 url=/admin/current/en-us/service/264-0-0/support_productivity.md --> # Set Up Tools for Support Teams Set up customer service tools to help your support team do what they do best: help customers. Mix and match AI solutions such as Agentforce agents with quick-win Service Console features like macros. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:22.727272727272727%"> <col style="width:54.54545454545454%"> <col style="width:22.727272727272727%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e38">Tool</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e41">Main Use Case</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56533e44">Great For...</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&type=5&language=en_US" target="_blank">Quick text</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Quick text is a predefined message, like a greeting, note, phrase, or answer to a common question. Users can insert quick text in their emails, chats, and more. </td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Replacing copy and paste </td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.macros_def.htm&type=5&language=en_US" target="_blank">Macros</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">A macro is a set of instructions that tells the system how to complete a task. Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Performing repetitive tasks </td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_custom_utilities_history.htm&type=5&language=en_US" target="_blank">History</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">The History utility lets users see their recently visited records. Users can see their subtabs in context of the workspace tabs they’ve visited and copy links without opening the record.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Viewing and sharing a list of recent records </td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=platform.mass_quick_actions_create.htm&type=5&language=en_US" target="_blank">Mass quick actions</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Mass quick actions let users edit up to 100 records from any list view, except for recently viewed lists. Users can only create and update records with mass quick actions.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Updating multiple records at the same time</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_intro.htm&type=5&language=en_US" target="_blank">Split view</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Split view lets users open list views while still viewing record details. Split view displays in a collapsible column, so users can go back to viewing just the record in one click.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Context switching</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_keyboard_shortcuts.htm&type=5&language=en_US" target="_blank">Keyboard shortcuts</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Keyboard shortcuts let users work and navigate faster, without a mouse. Users can use shortcuts to open and close utilities (like Macros and History), edit and save records, and more.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Super users or users with accessibility needs </td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_default_field_values_matrix.htm&type=5&language=en_US" target="_blank">Email templates</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 "> <p>An email template is a predefined email. Depending on how you use it, users can customize the email before sending it, or it can be sent automatically as-is. You can even automate information on emails with merge fields. You can insert email templates in: </p> <ul> <li>Email actions manually (in the publisher or global actions) </li> <li>Macros that include instructions for Email actions </li> <li>Predefined field values for the Email action </li> <li>Apex QuickActionDefaultsHandler interface </li> </ul> </td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Standardizing and automating </td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&type=5&language=en_US" target="_blank">Email notifications</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Various settings on the Support Settings page in Setup let you customize email notifications for users. You can set it up for service reps to receive an email when the case owner changes and when case comments are added. Even contacts can receive email notifications when the case is created, updated, or comments are added.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Keeping service reps and customers notified of updates</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=platform.predefined_field_values.htm&type=5&language=en_US" target="_blank">Auto-populated quick action fields</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Prepopulate a quick action with default field values. For example, in the Email action, automatically include Cc and Bcc recipients, add an email template, or ensure that emails are associated with Salesforce records.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&type=5&language=en_US" target="_blank">Action recommendations</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 "> Give your users a to-do list in the Actions & Recommendations component. Show flows, quick actions, and recommendations from your Next Best Action strategies. To create your list, associate actions with a record page using an Actions & Recommendations deployment or Salesforce automation tools. You can create default lists for specific channels, like phone and chat, and show which actions that you want users to complete first and last. </td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes, like call scripts</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&type=5&language=en_US" target="_blank">Reply recommendations</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Let Einstein Reply Recommendations recommend relevant replies to support service reps during chat and messaging sessions. Replies are based on your company’s closed chat transcripts, and Einstein only recommends replies that you’ve reviewed.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Replacing copy and paste</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_introduction.htm&type=5&language=en_US" target="_blank">Article recommendations</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Let Einstein Article Recommendations recommend relevant knowledge articles to support service reps on cases. Reps can attach recommended articles to cases and send them to customers.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Reducing search time</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=service.ise_service_innovations_from_industries.htm&type=5&language=en_US" target="_blank">Industries Service Innovations for Service</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 "> Service Innovations, a collection of components from Industries available in Agentforce Service (formerly Service Cloud), can help service reps quickly resolve customer cases and proactively address issues.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Standardizing and compliance</td> </tr> <tr class=""> <td data-label="Tool" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e38 "> <a href="https://help.salesforce.com/s/articleView?id=ind.get_started_with_business_rules_engine.htm&type=5&language=en_US" target="_blank">Business Rule Engine</a> </td> <td data-label="Main Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e41 ">Build powerful, scalable lookups and calculations that automate complex decisions. Business users can create rules that are easy to maintain and integrate directly with Flow and third-party workflow tools.</td> <td data-label="Great For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d56533e44 ">Automating processes</td> </tr> </tbody> </table> - **[Extend Your Customer Service with Agentforce](https://help.salesforce.com/s/articleView?id=service.support_agentforce_ref.htm&release=264.0.0&type=5)** Create AI agents that work side-by-side with your employees to serve customers 24/7. - **[Reduce Support Rep Handling Time with Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&release=264.0.0&type=5)** Automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by support reps or customers. To help your support reps during conversations with customers, you can create a rule that sends notifications to a supervisor and a support rep, displays recommendations to support reps, or runs processes in the background. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. - **[Resolve Interruptions with Customer Service Incident Management](https://help.salesforce.com/s/articleView?id=service.incident_mgmt.htm&release=264.0.0&type=5)** With Customer Service Incident Management your escalation specialists can resolve major business interruptions effectively. Incidents, Problems, and Change Requests equip them with the tools that they need to track, diagnose, and prevent service interruptions from reoccurring—all within Salesforce. Customer Service Incident Management is automatically enabled for all orgs created after the Winter ’22 release. - **[Add AI Solutions with Einstein for Service](https://help.salesforce.com/s/articleView?id=service.support_einstein_ref.htm&release=264.0.0&type=5)** Enhance your customer service with Einstein bots, service replies, work summaries, and other artificial intelligence (AI) features. - **[Identify Customers with Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&release=264.0.0&type=5)** To help support reps quickly assess a customer, automatically search, link, or screen-pop records during active Messaging, Email-to-Case, or Voice conversations. - **[Automate Repetitive Tasks with Macros](https://help.salesforce.com/s/articleView?id=service.macros_def.htm&release=264.0.0&type=5)** Users can run macros to complete repetitive tasks—selecting an email template, sending an email to a customer, updating the case status—all in a single click. A macro is a set of instructions that tells the system how to complete a task. When a user runs a macro, the system performs each instruction. Macros help your team save time and add consistency. - **[Standardize Responses with Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&release=264.0.0&type=5)** Quick text saves users time and helps you standardize your company messaging. With quick text, you can insert predefined messages, like greetings, answers to common questions, and short notes. You can insert quick text in emails, chats, events, tasks, Knowledge articles, and more. - **[Set Up Service-Level Agreements](https://help.salesforce.com/s/articleView?id=service.support_service_level_agreements.htm&release=264.0.0&type=5)** A service-level agreement (SLA) is a commitment between you and your customer. Manage your service-level agreements with service contracts, entitlements, and milestones. - **[Enable Collaboration with Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarming_intro.htm&release=264.0.0&type=5)** Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both. <!-- document id=8549d3f89fc2f66e2a99b0d83694c53def2608831562abbc1c9f08577a92a1cf url=/admin/current/en-us/service/264-0-0/pfs_travel_modes_set_up.md --> # Set Up Travel Modes Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Before you set up Travel Modes, make sure you meet these requirements. - Field Service is enabled. - The latest version of the Salesforce Field Service managed package is installed. - Enhanced Scheduling and Optimization is enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings. Travel modes are applied only to territories using Enhanced Scheduling and Optimization. Travel mode can't be assigned to a secondary service territory member. All [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US) apply to travel modes. - **[Configure Travel Modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up_configure.htm&release=264.0.0&type=5)** Configure your Travel Modes settings and assign user permissions. - **[Create Travel Modes for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_create.htm&release=264.0.0&type=5)** Create travel modes per territory, resource, or both so that routing calculations are accurate based on the transportation type, whether the resource can drive through toll roads, and whether the resource is carrying hazardous materials. - **[Assign a Travel Mode to a Service Territory or Service Territory Member](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_assign.htm&release=264.0.0&type=5)** Assign a travel mode to a service territory or to a service territory member so that the Enhanced Scheduling and Optimization engine can consider the resource’s routing and travel preferences. Routing requests are based on the travel mode selected at the service territory level unless specified otherwise at the resource level. In this case, the resource territory membership setting overrides the territory-level setting. Only primary territory members can have a travel mode assigned to them. The primary service territory member's assigned travel mode determines the travel mode for all service appointments for that resource, regardless of the service territory of the appointment. #### See Also - [Enable Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&release=264.0.0&type=5 "Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine.") - [Set Up Enhanced Optimization for Field Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&release=264.0.0&type=5 "As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported.") - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&type=5&language=en_US) <!-- document id=471efd6c248243c89575917d87127b458be749f62d517527382639db71fb8da1 url=/admin/current/en-us/service/264-0-0/wfs_travel_modes_setup.md --> # Set Up Travel Modes for Workforce Scheduling Travel modes let Workforce Scheduling dispatchers schedule appointments based on a service resource’s preferred mode of transportation, such as driving, walking, or cycling. Set up travel modes, create the modes for your service resources, and assign them to a service territory or service territory member. Point-to-point predictive routing is always applied when scheduling appointments. Travel modes is applicable to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17117e67">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">To configure Workforce Scheduling travel modes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">Workforce Scheduling Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">To view travel modes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">Read on travel modes</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">To create, update, or delete travel modes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">Edit on travel modes</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">To assign a travel mode to a service territory or service territory member:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17117e67 ">Edit on service territory and/or service territory member</td> </tr> </tbody> </table> Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations. Travel mode can’t be assigned to a secondary service territory member. All Limits and Limitations for Scheduling and Optimization apply to travel modes. Configure your Travel Modes settings. 1. From Setup, in the Quick Find box, enter Object Manager, and then select **Object Manager**. Next, click **Service Territory** or **Service Territory Member**, and then scroll to the Page Layouts section. 2. Click **Page Layouts**, and then click **WFS Service Territory Layout** or **WFS Service Territory Member Layout**. 3. Click **Edit**, drag the **Travel Modes** field to the page layout, and then save your changes. #### See Also - [Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5 "Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.") <!-- document id=9607c209c96078b82efd3e4a464cf8a15a50338c0753709801efdeca7eb0ef48 url=/admin/current/en-us/service/264-0-0/it_srvcs_configure_unified_catalog.md --> # Set Up Unified Catalog for IT Services Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note To set up common service requests for IT Service, use an IT Service template. Templates have preconfigured data models, attributes, intake forms, and in some cases, fulfillment flows, to reduce implementation effort. See [Install and Activate Service Catalog Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_install.htm&release=264.0.0&type=5 "Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal."). 1. [Assign appropriate permission sets](https://help.salesforce.com/s/articleView?id=ind.uc_assign_role_based_permissions.htm&type=5&language=en_US) to your users to set up Unified Catalog for your Salesforce org. 2. To support business operations and provide guided workflows to your users, [create a service in Unified Catalog.](https://help.salesforce.com/s/articleView?id=ind.uc_create_a_service_in_unified_catalog.htm&type=5&language=en_US) 3. Configure the service process with service designer. 1. [Configure a Data Model for Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.uc_select_target_outcome.htm&type=5&language=en_US). Select Case, Incident, or Service Request as the Target Data Model, which is where the final service request record is created. 2. [Create data attributes](https://help.salesforce.com/s/articleView?id=ind.uc_configure_process_attributes.htm&type=5&language=en_US) to store specific information for your service request and to define the fields your users see during the request intake. 3. [Configure an intake form](https://help.salesforce.com/s/articleView?id=ind.intake_form_service_process.htm&type=5&language=en_US) for the Service Process by using either Omniscripts or screen flows. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note When you use an Omniscript to create an intake form, a basic form is automatically generated based on the defined attributes. 4. [Automate the service request completion with a fulfillment process](https://help.salesforce.com/s/articleView?id=ind.uc_configure_request_fulfillment.htm&type=5&language=en_US) by using tools such as Flow, Flow Orchestrator, or Stage Management. If you don't have a fulfillment flow, your support reps need to review and act on your service requests manually. 5. To improve the discoverability of the service processes and provide additional information to the requestor, [associate them with knowledge articles](https://help.salesforce.com/s/articleView?id=ind.uc_map_knowledge_articles.htm&type=5&language=en_US). 6. If necessary, define the eligibility rules to determine which users can see or access the service process. 4. To create a cohesive and intuitive self-service experience, organize and show your service offerings to the end users by using a well-structured catalog with categories. See [Create a Catalog in Unified Catalog](https://help.salesforce.com/s/articleView?id=ind.create_a_catalog_in_uc.htm&type=5&language=en_US). 5. [Provide your employees access to the Unified Catalog in Microsoft Teams.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&release=264.0.0&type=5 "Configure multiple service catalogs for the Salesforce IT Service app to link the service catalogs with Microsoft Teams. After you link the service catalogs, employees can browse and request various IT services including hardware, software, and facilities directly from Teams.") 6. [Provide your employees access to the Unified Catalog in the self-service portal.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_catalog.htm&release=264.0.0&type=5 "The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees.") <!-- document id=be2ab7496176090d697a6f466c74a17161de48a576f50b4a8245d58d6dc47f74 url=/admin/current/en-us/service/264-0-0/knowledge_uk_setup.md --> # Set Up Unified Knowledge Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22269e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To set up and manage Unified Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To view the Data Categories page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">View Data Categories in Setup</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To create, edit, or delete data categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">Manage Data Categories</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Unified Knowledge is scheduled for retirement with the Summer ’27 release. You can continue using Unified Knowledge connectors until then, but we recommend transitioning to Salesforce Enterprise Knowledge, powered by Data 360, the replacement feature for Unified Knowledge. Salesforce Enterprise Knowledge offers a robust solution for integrating external data sources with your knowledge base, so you can ground Agentforce with external knowledge to deliver accurate responses. Learn about Unified Knowledge retirement in [Help](https://help.salesforce.com/s/articleView?id=005101356&type=1&language=en_US). 1. From Setup, in the Quick Find box, enter Unified Knowledge, and then select **Unified Knowledge**. The first time you visit the page, accept the Terms and Conditions to continue, and choose the region in which to store your knowledge data with Zoomin from Salesforce. You can choose from three regions: Asia Pacific (stored in Singapore), Europe (stored in Frankfurt), or America (stored in North Virginia). 2. On the Unified Knowledge page, click **Add a source**. 3. Choose the connector that matches your third-party knowledge source, and click **Next**. 4. Type a Label for the connection, such as Confluence Articles. Type a Developer Name without spaces. 5. Enter the connector-specific fields that appear, which vary depending on the source. For example, enter login credentials, user or API tokens, and any required elements, such as URLs or folders to import third-party knowledge data. See [Zoomin Connector Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_zoomin.htm&type=5&language=en_US) for what each connector and third-party knowledge source requires. If available on your connector, click **Test Connector** to verify that you correctly entered your third-party source’s credentials. If the test option isn’t available, no validation or error messages inform you whether you correctly entered your third-party source’s credentials or required elements. Double-check that you added all requirements. 6. From **Open Article Behavior**, choose whether article links open for users in Salesforce or the third-party source. To open articles in the third-party source, add the **ExternalURL** field to Knowledge page layouts, set sharing settings for External Knowledge Connector to Public Read Only in **Sharing Settings** in Setup, and add the connector’s URL to **Trusted URL’s** in Setup so that articles open for console users. 7. In **Content**, enter the connector-specific information needed to import content from the third-party source, such as a space name for Confluence. 8. From **Knowledge Field**, choose the rich text field in Salesforce where imported article content is populated. The entire source article is contained in this field within character limits. 9. From the **Record Type**, choose the record type to apply to imported article content from your third-party source. 10. In **Field and Data Category Mapping**, click **+Add** to map an external label from your third-party source to a corresponding Salesforce data category or Knowledge field. For example, if your third-party source uses a label named Laptops to organize articles about laptops, enter Laptops in **External Label**. Then map it to a similar data category in Salesforce named Laptops or Product/Laptops, depending on how your categories are organized. Note the **Knowledge Field** only supports text fields, picklists, and checkboxes with boolean values. To map additional external labels to data categories or Knowledge fields, click **+Add**. 11. In **Multilingual Support**, click **On** to select languages to support from your third-party source. Salesforce detects languages from text in the source and maps them to your active languages in Lightning Knowledge. Images and videos aren't supported. After you turn on multilingual support, you can’t turn it off. If you added a third-party knowledge source before July 1, 2024, you must delete it and add it again to use multilingual support. 12. From Audience, click the Experience Cloud where users can see the knowledge content you import and sync from the third-party source, such as users with Partner, Public (unauthenticated guests), or Customer licenses. 13. Click **Save**. After you set up a connector for a third-party knowledge source, an article import job begins. The job enters a queue and can take several hours or overnight to complete; timing depends on the number of articles to import and the number of jobs in the queue. Salesforce syncs or imports knowledge content from third-party sources every 1 to 2 hours and every 12 hours for sitemaps. Timing varies based on the source and volume of imported content. You can view the article import queue and statuses from the Unified Knowledge Sources section on the Unified Knowledge page in Setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note During the Winter ‘25 upgrade, article links are removed from the Sync History page but reappear after you force sync the connector. #### See Also - [Unified Knowledge Imported Content Review](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_review_import.htm&release=264.0.0&type=5 "After you set up Unified Knowledge and import third-party articles, review a set of articles to verify they synced as expected from your source.") - [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.") - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") <!-- document id=f6b1ff0f3f35010b0754535bd079d93ad8afadb856e465133dc82c6b9f981031 url=/admin/current/en-us/service/264-0-0/hr_svc_set_up_user_access_policies_uel_migration.md --> # Set Up User Access Policies for UEL Migration After the migration is successful, assign the required permission sets to your migrated employee users. We recommend assigning the Employee Enablement Program Unified Employee User and the Employee Hub Unified Employee User permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93733e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93733e59 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93733e59 ">Assign Permission Sets AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93733e59 ">To remove permission set assignments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93733e59 ">Assign Permission Sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter User Management Settings, and then select **User Management Settings**. 2. Turn on **User Access Policies**. 3. In the Quick Find box, enter User Access Policies, and then select **User Access Policies**. 4. Click **New User Access Policy**. 5. Enter Policy Name and API Name for your policy, and then click **Save**. 6. Open the created user access policy. 7. Click **Edit Criteria**. 8. Under Define User Criteria, set Resource to Profile and Value to Unified Employee. 9. Under Define Actions, Set Action, Target, and Value to grant or revoke permission sets, permission set groups, and permission set licenses. 10. Save the policy. 11. Under Apply Policy to Users that Meet Criteria, click **Apply Policy**. 12. Select the users to apply the policy to and then click **Apply To Selected Users**. <!-- document id=883a9a5244a067a627915c642a8a4f3c3897d760eb252bdc2bfb758249b941d9 url=/admin/current/en-us/service/264-0-0/mfs_builder_setup_perms.md --> # Set Up User Permissions for Field Service Mobile Builder Let mobile users see the configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d119585e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d119585e41 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d119585e41 ">Customize Application</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. 2. Select the permission set that’s assigned to mobile workers. See [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&type=5&language=en_US). 3. Click **System Permissions**, and then click **Edit**. 4. Enable **Lightning SDK for Field Service Mobile** and **Custom Applications for Field Service Mobile.** 5. Save the permission set. <!-- document id=9bd968cf876d6e35746355661450bca0d8c2b2633b157efe587413d59dcd8b32 url=/admin/current/en-us/service/264-0-0/it_srvcs_create_users_groups.md --> # Set Up Users and Groups for IT Services Set up the IT team and Employee users for your IT Services implementation for a seamless experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up IT Team](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_it_team.htm&release=264.0.0&type=5)** Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org. - **[Set Up Employees for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5)** To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support. - **[Migrate Customer Community Plus Users to Unified Employee License](https://help.salesforce.com/s/articleView?id=service.it_srvcs_ccp_to_uel_migration.htm&release=264.0.0&type=5)** Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users. <!-- document id=0b99b14ea3d9bb282abae573d1552ffa4a2267d2f9ddf9486fa9a88db3fcc5a8 url=/admin/current/en-us/service/264-0-0/vaccine_packages_updates_setup.md --> # Set Up Vaccine-Related Updates Set up an Apex job to automatically create consent records for your vaccine eligibility recipients. If you’re using Marketing Cloud Engagement to send updates for vaccine eligibility or health verification, prepare your implementation. - **[Create Consent Records with an Apex Job for Vaccine Eligibility](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_create_consent_records.htm&release=264.0.0&type=5)** With a scheduled Apex job, you can regularly create consent records for the leads that are generated from your vaccine eligibility sign-up form. Simply schedule the job, and it runs at the specified time when you have new leads from the sign-up form. <!-- document id=7290726592c0ac80cc0365ac471eed058c38a5e5834acc783ae459cc4e52f6aa url=/admin/current/en-us/service/264-0-0/fs_intro_visual_assistance.md --> # Set Up Visual Remote Assistant for Field Service Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by delivering service from anywhere. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Watch the video to learn about Visual Remote Assistant from a call center rep’s perspective. Watch the video to learn how Visual Remote Assistant can impact your customer engagement practices. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important Field Service supports only the latest version and the two previous versions of Visual Remote Assistant. Customers prefer to resolve their issues effortlessly, right now, and without bringing technicians on site. Businesses and workers are concerned for employee safety. Remote sales people, call center reps or field technicians can solve a customer’s problem visually, while guiding them on-screen through each step and verifying a successful resolution. Visual sessions imagery is retained for future reference and becomes an integral part of the company’s customer journey assets. - No app download or additional software installation is required. - Customers launch the visual session in a mobile web browser by clicking a link sent to them via SMS, email or in a digital communications platform message. - Visual Remote Assistant works even on low or variable bandwidth connections to preserve the visual session. If you’re a Salesforce admin or a Salesforce implementer, these instructions and reference resources are for you. Follow the sections in sequence to ensure optimal use of Visual Remote Assistant for superior customer experience. Consider involving additional stakeholders who are in charge of new systems implementations. **Install Visual Remote Assistant** To use the Visual Remote Assistant, install the [managed package](http://sfdc.co/visualremoteassistant-install). See [Install a Package](https://help.salesforce.com/s/articleView?id=distribution_installing_packages.htm&language=en_US&type=5). To configure Visual Remote Assistant with other Salesforce products, see [Visual Remote Assistant for Salesforce](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_installation_configuration_manual.pdf). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Make sure to select the All Users option in the installation package. **Roll Out Visual Remote Assistant** A successful rollout ensures full business KPI impact potential, and allows for optimal processes redesign and business outcomes. Two rollout approaches are available. - Simplified, quick onboarding, suitable for a very small number of Visual Remote Assistant users. See the essential Visual Remote Assistant self-learning [Trailhead module](https://trailhead.salesforce.com/content/learn/modules/visual-remote-assistant) (login required). - Thorough, methodical, and fully customizable, suitable for more complex customer journeys and larger number of licenses. See: - [Complete onboarding methodology guide](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_onboarding_deck.pdf) - [Customizable agent training slide deck](https://resources.docs.salesforce.com/rel1/doc/en-us/static/misc/vra_agent_training_deck.pptx) **Advanced Visual Remote Assistant Implementations** Access these resources to learn more about verticals, use cases, and Salesforce products together with Visual Remote Assistant such as flows, scheduling, Community Portal, Experience Cloud site. Each link covers a different dimension of extended Visual Remote Assistant implementations: - [Empower customers with real-time visual support](https://www.salesforce.com/products/service-cloud/features/visual-remote-assistant/) - [Deliver Service Anytime, Anywhere With Visual Remote Assistance](https://www.salesforce.com/blog/remote-virtual-assistance-service/) - [Drive Revenue with VRA Solutions](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_usecase_support_by_vertical.pdf) using this vertical by use-case matrix **Visual Remote Assistant Community in Trailhead** The Visual Remote Assistant Trailhead group is the community’s gate. Visual Remote Assistant users, admins, and partners can find responses to their questions, speak with Salesforce’s experts, suggest ideas, and get guidance and advice. Trailhead is regularly updated and enriched to make sure that Visual Remote Assistant can enhance customer experience throughout their journey. See the [Visual Remote Assistant Trailhead group](https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000GzWmSAK?tab=discussion&sort=LAST_MODIFIED_DATE_DESC). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To use Visual Remote Assistant, you must provide your own internet or package of data and phone line. Neither are included in the managed package. #### See Also - [_Admin Manual_: Visual Remote Assistant](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_admin_manual.pdf) - [_Agent Manual_](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_agent_manual.pdf) - [_Installation & Configuration Manual_](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_installation_configuration_manual.pdf) - [_Product Description_](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_product_description.pdf) - [_Security & Privacy Document_](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_security_and_privacy.pdf) - [_SDK Integration - Developer Guide_](https://resources.docs.salesforce.com/rel1/doc/en-us/static/pdf/vra_sdk_integration_developer_guide.pdf) - [_Trailhead_: Visual Remote Assistant](https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000GzWmSAK?tab=discussion&sort=LAST_MODIFIED_DATE_DESC) <!-- document id=5cf65e22a1e40b16cf5a178d07ae76f1bf0533cacf569191d703463dfd24eee8 url=/admin/current/en-us/service/264-0-0/voice_remote_media_setup.md --> # Set Up Voice Call Audio for Virtual Desktop Users To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158698e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158698e75 ">To clone a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158698e75 ">“Manage Profiles and Permission Sets”</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158698e75 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158698e75 ">“Assign Permission Sets”</td> </tr> </tbody> </table> For Salesforce Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Citrix virtual desktop doesn’t require a local media URL to make and receive calls with audio. 1. Clone the Salesforce Voice Contact Center Rep permission set, enable one of the virtual desktop app permissions, and assign the new permission set to virtual desktop users. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Find the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Rep (Partner Telephony) permission set, depending on your telephony model. Click **Clone**. 3. Enter a name. To make it easier to find later, enter a name related to virtual desktop users. 4. Save your changes. 5. Select your new permission set and click **App Permissions**. 6. Click **Edit**. 7. To configure virtual desktop for Salesforce Voice with Amazon Connect, Service Cloud Voice with Partner Telephony from Amazon Connect, or Salesforce Voice with Partner Telephony with use of a local media URL, turn on **Remote Media for Virtual Desktop**. To configure Citrix virtual desktop for Service Cloud Voice with Amazon Connect or Citrix virtual desktop for Salesforce Voice with Partner Telephony from Amazon Connect without a local media URL, turn on **Access Virtual Desktop Infrastructure for Voice Calls through Citrix**. 1. Save your changes. 2. Click **Manage Assignments**, and then **Add Assignments**. 3. Assign your virtual desktops users. 2. Gather information to create a local media URL. These substeps apply to Service Cloud Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect configurations without Citrix virtual desktop. For Salesforce Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL. 1. From Setup, enter My Domain in the Quick Find box, then select **My Domain**. Write down your My Domain login URL for later. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important If you use a third-party IDP, you can skip step b and go directly to step f. If you use a third-party login URL, you can skip step b, go to step f, skip steps g through h, and go to step 3. 2. From Setup, enter Connected Apps in the Quick Find box, then select **Manage Connected Apps**. 3. Find and select your Voice connected app. 4. From Setup, in the Quick Find box, enter External Client App Manager, and then select **External Client App Manager**. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such old contact centers, from Setup enter Connected Appsin the Quick Find box, then select **Manage Connected Apps**. 5. Find the IDP URL that your third-party IDP provider uses to SSO to AWS and write it down for later. 6. Log in to the [AWS Console](https://aws.amazon.com/console/) with your root AWS account username and password. 7. Go to Amazon Connect and select your instance. 8. Find and write down your instance name, region (for example, us-west-2), and instance ID. The instance ID is the series of letters and numbers in the Instance ARN after “instance/”. 3. Create a local media URL for your virtual desktop users to access voice call media. These substeps apply to Salesforce Voice with Amazon Connect or Salesforce Voice for Partner Telephony from Amazon Connect configurations without Citrix virtual desktop. For Salesforce Voice with Partner Telephony users, reach out to your telephony provider for instructions on how to create a local media URL. 1. If Salesforce is your IDP provider. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index\_vdi.html?&sfdcIDPAppId={IDP APP ID}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME}&&amazonConnectRegion={AMAZON CONNECT INSTANCE REGION}&amazonConnectInstanceId={{AMAZON CONNECT INSTANCE ID} 2. If you use a third-party IDP provider. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index\_vdi.html?&identityUrl={THIRD PARTY IDP URL}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME}&&amazonConnectRegion={AMAZON CONNECT INSTANCE REGION}&amazonConnectInstanceId={{AMAZON CONNECT INSTANCE ID} 3. If you use a third-party login URL. Replace the placeholders with the values you wrote down earlier. Your URL should look as follows: https://{MY DOMAIN LOGIN URL}/hvcc/amz/index\_vdi.html?&loginUrl={THIRD PARTY Login URL, please URL encode the param if you have additioanl URL param inside this param}&&amazonConnectInstanceName={AMAZON CONNECT INSTANCE NAME} 4. For configurations without Citrix virtual desktop, give your new local media URL to virtual desktop users. They must have the page open to make and receive calls with audio. Citrix virtual desktop users can make and receive calls without a local media URL. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To access [global sign-in](https://help.salesforce.com/s/articleView?id=service.voice_disaster_recovery.htm&type=5&language=en_US) for disaster recovery, you must use the value enableGlobalSignIn=true&secondaryInstanceName={Secondary AMAZON CONNECT INSTANCE NAME} in the URL. Global sign-in is available only if you have manually integrated Voice with your Amazon Connect instance by importing the contact center definition XML file. Keep in mind these considerations: - If the virtual desktop user without Citrix doesn’t have the local media page open: - Voice calls don’t connect even if the rep accepts them. The calls are marked as missed and the rep's status is set to Offline or Busy. - A rep can make an outbound call but the audio can’t connect and the customer doesn’t receive the call. - If the virtual desktop user without Citrix has the local media page open: - You can’t mute calls made from a virtual desktop. - Reps can see when their Amazon Connect sessions expired, timed out, or when they needed to log in again. They can also click **Log Out of Vendor**. <!-- document id=93b208839beffc6bc5db6f4916189d427bd06eeba77f6fbab24a4e29b527f70c url=/admin/current/en-us/service/264-0-0/es_set_up_voice_calls.md --> # Set Up Voice Calls With Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), service representatives can receive and place calls from HR Service Console to resolve employee issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Connect to an External Contact Center Using Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&type=5&language=en_US) <!-- document id=59c5204f93f5e166f8df590354d13edd0fde9eeccc2925061269208768ae5ce4 url=/admin/current/en-us/service/264-0-0/voice_id_setup.md --> # Set Up Voice ID Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To use Voice ID with Salesforce Voice with Amazon Connect, you must have the Service Cloud Voice Additional AWS Services add-on license. This license isn’t required for Salesforce Voice with Partner Telephony from Amazon Connect. 1. **[Enable Voice ID in Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To use Amazon Connect’s Voice ID feature, you must first enable it. 2. **[Enable Reps to Use Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** By default, only Amazon Connect admins can use Voice ID. To grant reps permission to use it, enable Voice ID in the Agent security profile in Amazon Connect. 3. **[Add the Voice ID Component to the Rep’s Work Area](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To enable reps to enroll customers in Voice ID, add the Voice ID component to the Omni-Channel widget, Voice Call record page, or both–wherever the reps work. 4. **[Create an Amazon Connect Contact Flow with Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_setup.htm&release=264.0.0&type=5)** To ask callers if they would like to use voice authentication, create a contact flow. Create a contact flow for all call types for which you want to use Voice ID. You can use Voice ID with inbound, outbound, and transfer calls. ## Enable Voice ID in Amazon Connect To use Amazon Connect’s Voice ID feature, you must first enable it. 1. Log in to Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 2. On the instances page, choose the instance alias. 3. In the navigation pane, select **Voice ID**. 4. Read the BIPA Consent Acknowledgment, and accept if you agree. 5. In the Domain Setup section, enter the domain. You can create a one or use an existing domain. 6. Under Encryption, create or enter your AWS KMS key for encrypting your Voice ID domain. 7. Choose **Enable Voice ID**. ## Enable Reps to Use Voice ID By default, only Amazon Connect admins can use Voice ID. To grant reps permission to use it, enable Voice ID in the Agent security profile in Amazon Connect. 1. Log in to Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 2. Go to **Users** | **Security Profiles**. 3. Edit the Agent security profile. 4. Under the Contact Control Panel (CCP) section, select **Voice ID**. 5. Save your changes. ## Add the Voice ID Component to the Rep’s Work Area To enable reps to enroll customers in Voice ID, add the Voice ID component to the Omni-Channel widget, Voice Call record page, or both–wherever the reps work. ### Add to the Omni-Channel Widget Let reps enroll customers in Voice ID directly from the Omni-Channel widget. 1. From Setup in the Quick Find box, enter Amazon Contact Center, and then select **Amazon Contact Center**. 2. To view your contact center details, click your contact center link. 3. To show Voice ID in the Omni-Channel widget drawer even when the call is disconnected, select **Let the Voice extension always show in the call control extension for this telephony provider**. 4. To enable Voice ID, select **Enable** for the Voice ID field. ![Contact center details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_id_component_location2.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip If you don’t see the Voice ID field, add the Salesforce Voice Additional AWS Services add-on license to your org. Also, we provide the default voice extension for Amazon, named Amazon Voice Extension. To create or edit a voice extension, go **Setup** | **Lightning** | **Lightning App Builder**. Select **Voice Extension** | **Next**, and then follow the prompts. 5. Click **Save**. The voice extension items show in the Omni-Channel widget drawer when a rep is on a call. ### Add to the Voice Call Record Page Let reps enroll customers in Voice ID directly from the Voice Call record page. 1. Using the Lightning App Builder, drag the Voice ID component onto the Voice Call Record page. ![The Voice Call Record page shows all possible components in the left pane and the layout of added components in the right pane.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_id_component_on_voice_record.png) 2. If you don’t see the Voice ID component, add the Salesforce Voice Additional AWS Services add-on license to your org. ## Create an Amazon Connect Contact Flow with Voice ID To ask callers if they would like to use voice authentication, create a contact flow. Create a contact flow for all call types for which you want to use Voice ID. You can use Voice ID with inbound, outbound, and transfer calls. To help you design a contact flow with Voice ID, check out sample contact flow [Sample SCV Inbound Flow with Voice ID](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows). This contact flow contains the required Voice ID blocks. After setting up your contact flow, when the caller calls, they’re prompted to specify whether they'd like to enroll in Voice ID. If they agree, the rep can enroll them. #### See Also - [_Amazon Connect Documentation_: Enable Voice ID](https://docs.aws.amazon.com/connect/latest/adminguide/enable-voiceid.html) - [Enroll Caller in Voice ID](https://help.salesforce.com/s/articleView?id=service.voice_id_enroll_caller.htm&release=264.0.0&type=5 "If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call.") <!-- document id=48178d1a68fca74a9e96b6ca91eee4a6f950bfad99505f0130d356057fcfdfa0 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_setup.md --> # Set Up Voice Replies for WhatsApp Agentforce turns on voice message replies by default when your agent has a Messaging connection with Adaptive Response Formats turned on. Use this task to verify that setup or turn voice message replies off. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_voice_setup__d364e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_voice_setup__d364e1627" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23654e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">To set up WhatsApp channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">Configure Messaging AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">To create WhatsApp channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 "> <p>System Administrator AND Configure Messaging</p> <p style="margin-bottom:0;">OR</p> <p style="margin-bottom:0;">Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data</p> </td> </tr> </tbody> </table> Confirm these requirements: - [Set up a WhatsApp messaging channel](https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&type=5&language=en_US). - Connect your WhatsApp Business account. - Confirm that Messaging and Digital Engagement are turned on. - Map `MessagingSession.id` to the context variable name `RoutableId`. - [Create your agent in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&language=en_US&type=5). Agents created in the legacy builder aren't supported. - Confirm that your agent uses the Atlas reasoning engine. Agents created in Agentforce Builder use Atlas by default. - Test that your agent responds to text messages on WhatsApp. Voice messages require a working text conversation first. Configure the agent's Messaging connection to control voice message replies. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note There's no separate org permission required. 1. From the App Launcher, enter Agent, and select **Agentforce Studio**, and then click **Agents**. 2. Select the agent you want to configure. 3. In the Explorer panel, expand **Connections**. 4. Check whether a Messaging connection is listed under Connections. If a Messaging connection isn't listed, click **\+ Add Connections**. 5. Select **Messaging** as the connection type. ![Select Messaging as the connection type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_select_messaging.png) 6. Click **Add to Agent**. 7. Turn on **Adaptive Response Formats**. 8. Switch to Script view and find the `connection_messaging` block. Confirm that `messaging_audio` is included in both the `response_actions` and `response_formats` lists. New Messaging connections include `messaging_audio` by default. If your connection was created before voice message support was available, it might be missing. If so, add `messaging_audio` to both `response_actions` and `response_formats`. ``` response_actions: messaging_audio: @response_formats.messaging_audio response_formats: messaging_audio: label: "Audio Response" description: "A response action that replies to the user with an audio note (voice message). Use this to send the response as spoken audio when the user communicated with an audio note." target: "system://MessagingAudio" ``` After you paste the code in Agent Script, the `connection_messaging` block looks like this. ![The connection\_messaging block in Script view with messaging\_audio included in response\_actions and response\_formats](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_enable_messaging_audio.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To turn voice message replies off instead, remove `messaging_audio` from both `response_actions` and `response_formats`. Your agent still transcribes and processes incoming voice messages but replies with text. After `messaging_audio` is included in both `response_actions` and `response_formats`, your agent automatically replies with a voice message when a WhatsApp user sends a voice message. <!-- document id=d94e1082d10a86d7201e59ea03e03d069f65f42af357f3300bc65932abd28175 url=/admin/current/en-us/service/264-0-0/mfs_voice_to_form_setup.md --> # Set Up Voice to Form for the Field Service Mobile App Set up Voice to Form, so Field Service mobile users can use voice input to automatically fill out Data Capture forms. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important To access the Field Service mobile app, users need the Field Service Mobile User license. To use Voice to Form users need the Agentforce for Field Service SKU license. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22225e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22225e75 ">To use Voice to Form and Field Service Einstein features</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22225e75 ">Einstein Field Service User</td> </tr> </tbody> </table> Before you begin the setup process, make sure the following conditions are met: - Complete all the steps outlined in [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US) except the Data Cloud Setup. You don't need Data Cloud Setup for Voice to Form. - Complete the steps outlined in [Build a Data Capture Flow](https://help.salesforce.com/s/articleView?id=service.mfs_data_capture_buildflow.htm&language=en_US). - Mobile workers must be on the latest version of the Field Service Mobile App. After setting up Data Capture, when saving your Data Capture flows, select LLM Targetable. We include an LLM Context field for every Data Capture component. The LLM Context field appears for all components, but has no effect at runtime for components that don't support Voice to Form. The maximum character length for LLM Context is 131,072 characters. 1. On the "Save the Flow" screen, click **Show Advanced**. 2. Select **LLM targetable**. 3. Save the flow. ![Modifiable Pre-Work Brief LLM Targetable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_pwb_llm_targetable.png) To use Data Capture Voice to Form on the mobile app, mobile workers tap the microphone icon on the form and speak. The system intelligently captures information and populates the correct fields. On Dynamic Data Capture forms, which reveal fields based on earlier answers, mobile workers speak all their inputs in a single session. Voice to Form reveals the hidden fields and maps each value to the correct field in the right order. To capture every value, mobile workers include answers to conditional follow-up questions, even for fields that aren't visible yet. Voice to Form supports dictation in English, French, German, Italian, Japanese, and Spanish. To use Voice to Form in a language other than English, deploy a translated Data Capture flow for each language that you want to support, assign the translated flow to the relevant work order and ask your mobile workers to set their device's dictation language to the target language. Voice to Form uses the device's dictation language together with the flow's language to fill in the fields in that language. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important When you speak, name the field you want to fill. For example, to complete a closing note, say "Set closing note to.." followed by the details. If you don't reference the field, Voice to Form can't generate a recommendation. If a form has separate fields for a person's name, such as First Name and Last Name, name each field and its value separately. For example, say "Set first name to Codey and last name to Smith" instead of "The customer's name is Codey Smith." Voice to Form can't reliably split a full name into separate first name and last name fields. ![Voice to Form mobile view with microphone icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_voicetoform_image1.png) <!-- document id=ccb73294ab99bd1e0909e2cafb3ab375277bdffcdba0bcd2bdc26cfd9160293b url=/admin/current/en-us/service/264-0-0/mfs_voice_to_record_edit_setup.md --> # Set Up Voice to Record Edit for the Field Service Mobile App Set up Voice to Record Edit to allow your Field Service mobile users to efficiently edit records using voice input, powered by Einstein Generative AI. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_important.png) Important To access the Field Service mobile app, users need the Field Service Mobile User license. To use Voice to Record Edit users need the Einstein for Field Service license. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d180159e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180159e78 ">To use Voice to Record Edit and Field Service Einstein features</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180159e78 ">Einstein Field Service User</td> </tr> </tbody> </table> Before you begin the setup process, make sure the following conditions are met: - Complete all the steps outlined in [Set Up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US). - Mobile workers must have the Summer '25 version of the Field Service Mobile App or later. - Assign Einstein Field Service User permissions to all users. To use Voice to Record Edit on the mobile app, mobile workers tap the microphone icon on the Record Edit screen and speak. The system intelligently captures information and populates the correct fields. ![Voice to Record Edit mobile screen with microphone icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_voicetoform_image1.png) <!-- document id=20c54fc3243a4106789c78068201b42b2a7105ab78b5a5cc6b1dd223dc214099 url=/admin/current/en-us/service/264-0-0/voice_pt_amazon_setup.md --> # Set Up Voice with Partner Telephony from Amazon Connect You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. **[Turn on Salesforce Voice with Partner Telephony from Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_enable.htm&release=264.0.0&type=5)** Enable Voice for your org. 2. **[Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&release=264.0.0&type=5)** When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically. 3. **[Create a Partner Amazon Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&release=264.0.0&type=5)** With Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect), you turn on Salesforce Voice and then integrate it with an Amazon Connect instance. #### See Also - [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.") <!-- document id=4e022237f5611c78ebda0286103ae260ec7160d80c35101b72cd9e7c4a3b60d2 url=/admin/current/en-us/service/264-0-0/messaging_set_up_whatsapp.md --> # Set Up WhatsApp Messaging Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options. If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions, while admins can send automated notifications based on approved WhatsApp templates. You can create multiple enhanced WhatsApp channels in Salesforce, each linked to a different WhatsApp number. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). ![WhatsApp banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_set_up_whatsapp__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_set_up_whatsapp__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span> </p> <p><strong>Learn About WhatsApp</strong> </p> <p><a href="https://trailhead.salesforce.com/content/learn/modules/whatsapp-for-service-cloud" target="_blank"><em>Trailhead: </em>WhatsApp for Service Cloud</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging Limits</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_considerations.htm&release=264.0.0&type=5" title="WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud).">Considerations for WhatsApp</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5" title="As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.">Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="messaging_set_up_whatsapp__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_set_up_whatsapp__image_yrz_h25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span> </p> <p><strong>Create Your Channel</strong></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&release=264.0.0&type=5" title="Set up an enhanced WhatsApp channel in Agentforce Service (formerly Service Cloud) to let your support team help customers over WhatsApp. This article also explains how to move a number from an external business service provider to your enhanced WhatsApp channel.">Create or Upgrade to an Enhanced WhatsApp Channel</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation Checklist</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_setup.htm&release=264.0.0&type=5" title="Test your enhanced WhatsApp channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your Channel</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_data_region.htm&release=264.0.0&type=5" title="Use the WhatsApp channel data storage region feature to specify the geographical location where your data must be stored and processed due to legal or regulatory requirements. As an admin, you can view and change the data residency region for WhatsApp channels by deactivating the WhatsApp channel.">WhatsApp Data Storage Region</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span></p> <p><strong>Build Out Your Channel</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Channel Settings</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_templates.htm&release=264.0.0&type=5" title="Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message.">Send Automated Messages</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging Productivity</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging Data</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers</a></p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Integrate"></span> </p> <p><strong>Enhance with Automation</strong> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&language=en_US" target="_blank">Connect an Agentforce Service Agent</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&type=5&language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging Sessions</a></p> <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&type=5&language=en_US" target="_blank">Trigger an Action Based on Keywords</a></p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&language=en_US" target="_blank">Block Sensitive Data in Messages</a></p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span> </p> <p><strong>Messaging for Developers</strong> </p> <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a> </p> <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> <!-- document id=a084d26b31f1513f46da4e545c475d78d27ebce048d07d8d0b8f5233cee213a4 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_experience_cloud_setup.md --> # Set Up Work Capacity in Experience Cloud The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service territories. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d59946e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">To create, customize, or publish an Experience Cloud site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">Create and Set Up Experiences AND View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59946e69 ">Manage Users</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. Set up permission sets and sharing. 1. From Setup, in the Quick Find box, enter Users, and then select **Permission Sets**. Click the **Field Service Community Dispatcher Permissions** permission set. In Apex Class Access, verify that the FSL.capacityLimit Apex class exists. 2. Create a user territory for any territory that you want to show in the Experience Cloud site. In Setup, click the Object Manager tab and add the User field to the User Territory page layout. From the App Launcher, find and select **User Territories** and create a user territory with the Experience Cloud user and service territory you want the user to access. 3. In the Field Service Settings, on the Scheduled Jobs tab, make sure that **Share all work capacity records with public user groups associated with the service territory** is selected. 2. Create an Experience Builder site. 1. In Setup, in the Quick Find box, enter All Sites. 2. Select **All Sites** under Digital Experience and click **New**. 3. Click **Build Your Own (Aura)** and create your Experience Cloud site. 4. Click **Builder** and delete the sample component. 5. In Experience Builder, from the components option, drag a Tab Layout (New) component to the header section. 3. Add the Gantt to your Experience Builder site (optional): 1. Select the first tab and enter a name for it. Make it publicly available and save it. 2. From the Components menu, drag a Visualforce Page component to the Content section of the page you created for the Gantt. Set the component’s properties. For the VF Page name, enter vf001\_ServiceExpert. The recommended height is 800 pixels. 3. Create an Experience Builder site. For specific instructions, see step 2 in this article. 4. For Gantt setup instructions, refer to step 9a in this article. 4. Add Work Capacity objects and the Work Capacity tab to the Experience Builder site. See [Add Tabs to Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=experience.networks_customize_tabs.htm&type=5&language=en_US) . 1. In the components list, scroll down to the Capacity Limit Summary View component and drag it to the first tab in the page. 2. Drag a Record list component to a tab, for each of the Work Capacity objects (WorkCapacityLimit, WorkCapacityUsage, and WorkCapacityyAvailability), and from the record list dialog box choose the object that you want to add to this tab. 5. Publish the new site. 6. Add the required partner or community profiles in the Members section, and select the Field Service Community Dispatcher Permissions to be allowed in the site. 7. In the Administrator section, activate the new site. 8. Give site users access to the new work capacity page. 1. Confirm that the site users who need access to the work capacity page have a Partner Community user license. 2. Create the site dispatcher permission sets. From the App Launcher, find and open the Field Service Admin app, and then click **Field Service Settings**. Then, click **Permission Sets** in Getting Started. 3. Confirm that the Field Service Community Dispatcher tile shows a message indicating that the permission set is current. If it doesn’t, click **Create Permissions**. 4. Assign two permission sets to the site users who need access to the work capacity page: Field Service Community Dispatcher License and Field Service and Community Dispatcher Permissions. 9. To show rule violations on the Gantt in the Experience Cloud site, share the Work Capacity work type rule. 1. Add the Classic Dispatch Console to your Experience Builder site. See [Add the Field Service Classic Dispatch Console to an Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.pfs_dispatcher_console_community.htm&type=5&language=en_US). 2. From the App Launcher, find and select **Work Rules** and share the Work Capacity work rule with the partner community user. <!-- document id=7541b4a792ca53187e96c509993235284a1e4ee96ca1ead07934c114e244e7ae url=/admin/current/en-us/service/264-0-0/fs_work_order_set_up.md --> # Set Up Work Order Management for Field Service Work orders, which track work to be performed on your customers' products, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and create time-saving templates called work types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Create Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&release=264.0.0&type=5)** Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work. - **[Customize Work Order Settings for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_wo_settings.htm&release=264.0.0&type=5)** To control how your team works with work orders and work types, customize page layouts and assign user permissions. - **[Set Up Knowledge for Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_work_order_knowledge.htm&release=264.0.0&type=5)** Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles. - **[Set Up Path for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_set_up_path.htm&release=264.0.0&type=5)** To guide your team as they complete field service jobs, add an interactive, color-coded progress bar to work orders, work order line items, and service appointments. - **[Set Up Maintenance Work Rules](https://help.salesforce.com/s/articleView?id=service.fs_setup_advanced_maintenance_recurrence.htm&release=264.0.0&type=5)** For Salesforce orgs created before the Spring ’21 (230) release, setup is required to take full advantage of Field Service maintenance work rules. - **[Create Field Service Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_create_wo.htm&release=264.0.0&type=5)** Create work orders to track work that your team does for customers. <!-- document id=7e42bd8ba10e9552bbf9246d024cc06fa7317e7316b35ab021f997e2d9b087e4 url=/admin/current/en-us/service/264-0-0/omni_set_up_reassign_work.md --> # Set Up Work Reassignment To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Although you can transfer work to a different skill set with both Standard and Enhanced Omni-Channel, this topic is explicitly for Enhanced Omni-Channel. To transfer work with Standard Omni-Channel, see [Transfer a Work Item to a Different Skill Set](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&language=en_US). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To control who can use the Reassign action and when they can use it, add it as a dynamic action in Lightning Builder instead of adding it to a page layout, as described here. With Lightning builder, you can add visibility rules. See [Create Dynamic Actions in Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_create_dynamic_action.htm&language=en_US). Before you set up work reassignment, complete these prerequisites. - Verify that Enhanced Omni-Channel routing is enabled. If it’s not, the Reassign action isn’t available. - To reassign work items without a routing configuration to a skill or specific rep, select a default routing configuration in the service channel settings. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration. 1. In Object Manager, open the object, like Case. 2. To open a page layout where you want to add the Reassign action, click **object Page Layouts**, and then select a layout. ![Page layouts for the Case object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/case_page_layouts.png) 3. In the Mobile & Lightning Actions section, drag the Reassign action on to the Salesforce Mobile and Lightning Experience Actions section of the page layout. 4. Save the page layout. The Reassign action appears in the object page. ![Reassign option in the Case record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/case_reassign_option.png) #### See Also - [Transfer a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&language=en_US) - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US&type=5) <!-- document id=d7a5d9e8350e8973126babcbf998bf6c147eca8ebcb3bac20da7f66cadbe5121 url=/admin/current/en-us/service/264-0-0/workforce_engagement_configure_1.md --> # Set Up Workforce Management Before your teams can use Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29529e60">Configuration Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29529e63">Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e60 ">1. Purchase the Workforce Management add-on.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e63 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.users_checkout.htm&type=5&language=en_US" target="_blank">Manage Your Salesforce Account</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e60 "> <p>2. From Setup, turn on Workforce Management and its features.</p> <div> <ul> <li>Enable Workforce Management. The required tab set is automatically installed when you enable the feature.</li> <li>Enable Historical Adherence. Agent adherence data filtering is available by default on the Historical Adherence dashboard.</li> </ul> </div> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e63 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable.htm&release=264.0.0&type=5" title="To use Workforce Management, turn on the org preference in Setup . The simplified setup experience automatically installs the CRM Analytics app and tab set, and gives you the option to enable historical adherence metrics">Enable Workforce Management and Feature Preferences</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e60 ">3. Assign all three Workforce Management sets to your own user profile. Assign the appropriate permission sets to your fellow users.</td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e63 "> <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_permission_sets.htm&release=264.0.0&type=5" title="Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features.">Workforce Management User Permission Sets</a> </td> </tr> <tr class=""> <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e60 "> <p>4. Create a custom Lightning Console app Workforce Management.</p> <p>Add some or all of these features to the Select Items page: </p> <ul> <li>Home</li> <li>Historical Adherence</li> <li>Intraday Management</li> <li>Intelligent Forecasts</li> <li>Job Profiles</li> <li>Capacity Plans</li> <li>Omni Supervisor</li> <li>Operating Hours</li> <li>Resource Absences</li> <li>Schedule Manager</li> <li>Scheduling Constraints</li> <li>Service Resources</li> <li>Service Resource Preferences</li> <li>Service Territories</li> <li>Shift Scheduling Operations</li> <li>Shifts and Shift Templates</li> <li>Time Sheets</li> <li>Workloads</li> </ul> </td> <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d29529e63 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&type=5&language=en_US" target="_blank">Create and Edit a Custom Lightning Console App</a> </td> </tr> </tbody> </table> - **[Update Your Analytics App](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_install_analytics_app.htm&release=264.0.0&type=5)** The Workforce Engagement Analytics App provides dashboards and reports for workforce planning and adherence tracking. Install the app during initial setup and update it periodically to access the latest features. <!-- document id=37bf96c470be91654ab513be2d5204baecdb6b7fdc5880e669d81c990be68ee2 url=/admin/current/en-us/service/264-0-0/wfs_set_up_workforce_scheduling.md --> # Set Up Workforce Scheduling Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> On-site scheduling and field scheduling are independent. Turning one on doesn't turn the other off, and an org supports turning both on. Setup happens in two places. The Workforce Scheduling settings pages in Setup control how scheduling behaves. Salesforce Go walks you through creating the records that scheduling reads: users, work types, operating hours, service territories, and service resources. Work types can also be created from the Work Types list view. - **[Configure Objects and Fields for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_configure_objects_fields.htm&release=264.0.0&type=5)** Define the service appointment statuses and resource absence types that Workforce Scheduling depends on. - **[Enable On-Site Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_enable_on_site_scheduling.htm&release=264.0.0&type=5)** Make on-site scheduling available across your org and set the options that shape appointments at your branches. - **[Enable Field Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_enable_field_scheduling.htm&release=264.0.0&type=5)** Make field scheduling available across your org and set the options that shape appointments requiring worker travel to constituent locations, such as homes, businesses, or inspection sites. - **[Configure Additional Basic Settings](https://help.salesforce.com/s/articleView?id=service.wfs_configure_basic_settings.htm&release=264.0.0&type=5)** Turn on optional Workforce Scheduling features, including approval-based absence blocking and geolocation data sharing with Google and Apple. - **[Configure Your Business Data](https://help.salesforce.com/s/articleView?id=service.wfs_configure_business_data.htm&release=264.0.0&type=5)** Configure business data such as user access, work types, operating hours, and time slots. - **[Use Status Categories to Share Appointments with Assigned Resources](https://help.salesforce.com/s/articleView?id=service.wfs_use_status_categories_share_appointments.htm&release=264.0.0&type=5)** Use status categories to give service resources access to the appointments that they're assigned to — directly or using the Salesforce calendar. - **[Set Up Territory Sharing](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_territory_sharing.htm&release=264.0.0&type=5)** Share scheduling records with every user who works in the same service territory through public groups that Workforce Scheduling manages for you. - **[Configure Workforce Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling.htm&release=264.0.0&type=5)** Set the org-level defaults that control how Workforce Scheduling creates and schedules service appointments — and, for field work, how it optimizes the schedule. - **[Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5)** Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently. - **[Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5)** Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights. - **[Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5)** Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them. - **[Configure Routing and Travel for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_routing_travel_config.htm&release=264.0.0&type=5)** Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only. - **[Customize Push Notifications for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_push_notifications.htm&release=264.0.0&type=5)** Push notifications alert your mobile workforce to approaching appointments and scheduling changes. - **[Capture Data by Using Forms in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_data_capture_about.htm&release=264.0.0&type=5)** Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms from reusable assessment questions that follow conditional logic, tailoring questions based on how a mobile worker answers earlier questions. With auto-save, mobile workers can navigate away from a form, and even close the app, without losing their work. - **[Set Up Guest Scheduling Flows in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_guest_scheduling.htm&release=264.0.0&type=5)** Allow guest users to schedule from your Experience Cloud site so visitors can book, reschedule, and cancel appointments without signing in. - **[Set Up Community Scheduling in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_community_scheduling.htm&release=264.0.0&type=5)** Add scheduling to your Experience Cloud site so signed-in community and partner users can book, reschedule, and cancel their own appointments. <!-- document id=cd61af42d63363ca2344580ab384fe3c2b6cb1bf4d988f56ddcca30cc82c7188 url=/admin/current/en-us/service/264-0-0/miaw_set_up_write_with_ai.md --> # Set Up Write with AI Let Service reps refine, expand, or summarize their Enhanced Chat or Enhanced Messaging responses to customers with Write with AI. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_set_up_write_with_ai__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_set_up_write_with_ai__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App, Messaging for Web channels, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard WhatsApp, standard Facebook Messenger, and standard SMS channels</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Service Cloud Write with AI is available with Salesforce Foundations, or Agentforce 1 Editions with Agentforce for service and Service Cloud Write with AI add-ons. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Service Cloud Write with AI isn't available in the Salesforce mobile app. - **[Edit and Improve Messages with Write with AI](https://help.salesforce.com/s/articleView?id=service.miaw_edit_and_improve_messages_with_write_with_ai.htm&release=264.0.0&type=5)** Use AI to refine, expand, or summarize responses to customers in Enhanced Chat or Enhanced Messaging. ## Prepare Your Org and Users for Write with AI 1. Enable the Service Cloud Write with AI add-on. 2. Enable Einstein Generative AI. From Setup, in the Quick Find box, enter Einstein Setup, and then select **Einstein Setup**. Turn on Einstein. 3. Enable Write with AI. From Setup, in the Quick Find box, enter Write with AI, and select **Write with AI.** Turn on Write with AI. 4. Assign the Execute Prompt Templates permission to users. 5. [Set up Einstein Trust Layer](https://help.salesforce.com/s/articleView?id=ai.generative_ai_trust_setup.htm&type=5&language=en_US) to meet your company's privacy and security policies. 6. Review these [Data Masking limitations](https://help.salesforce.com/s/articleView?id=ai.agent_trust_data_masking.htm&type=5&language=en_US) and guidelines for Write with AI. ## Configure the Write with AI Permission Set 1. From Setup, in the Quick Find box, enter Permission Sets, and then select **Permission Sets**. 2. Select an existing permission set, or click **New**. 3. If creating a new permission set, enter Write with AI Users for the label, and save your changes. 4. Click **App Permissions**, and select **Write with AI**. 5. Click **System Permissions**, and select **Execute Prompt Templates**. 6. Save your changes. ## Assign the Service Cloud Write With AI Permission Set License to Users 1. From Setup, in the Quick Find box, enter Users, and then select **Users.** 2. Select the user. 3. In the Permission Set License Assignments section, click **Edit Assignments**. 4. Move **Service Cloud Write with AI** from Available to Enabled. 5. If available, assign **Einstein AI Platform User**. 6. Save your changes. ## Assign the Write with AI Users Permission Set to Users 1. From Setup, in the Quick Find box, enter Users, and then select **Users**. 2. Select the user. 3. In the Permission Set Assignments section, click **Edit Assignments**. 4. Select the **Write with AI Users** permission set. 5. Save your changes. ## Verify Write with AI 1. Open the Service Console, and start an Enhanced Chat or Enhanced Messaging session. 2. Enter text in the message input field. The **Refine**, **Expand**, and **Summarize** buttons are available. ### Troubleshoot Write with AI If the Write with AI buttons don't appear or are unavailable, follow these steps to verify your configuration. 1. Verify that you're using the desktop site. The feature is available only on the desktop site, not in the Salesforce mobile app. 2. Verify that you're in an Enhanced Chat or Enhanced Messaging channel with an active conversation and text in the input field. 3. Verify that the user has the Service Cloud Write with AI permission set license and the Execute Prompt Templates permission. 4. Confirm that the Write with AI permission set is assigned to the user and that **Write with AI** is selected in the permission set. 5. Verify that the feature is turned on. From Setup, in the Quick Find box, enter Write with AI, and then select **Write with AI**. 6. Verify that Einstein is turned on and that the Einstein AI Platform is activated.From Setup, in the Quick Find box, enter Einstein Setup, and then select **Einstein Setup**. <!-- document id=91a2a848941c403f2f8e2687ed39532c69bb5171a0f62f2e76b8e79619573188 url=/admin/current/en-us/service/264-0-0/snapins_chat_setup.md --> # Set Up Your Embedded Chat Window Ensure that your org meets the following prerequisites before setting up Embedded Chat. Follow these steps to configure the embedded chat window and add to your web pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38546e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38546e58 ">To set up Embedded Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38546e58 ">Customize Application AND Modify Metadata</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38546e58 ">To create, update, or delete deployments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38546e58 ">Customize Application AND Modify Metadata</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To set up Embedded Chat, your org must meet these prerequisites: - Lightning Experience must be enabled to set up Embedded Service - Agentforce Service (formerly Service Cloud) license if you have Performance or Unlimited editions - Digital Engagement license if you have Enterprise Edition. If you’re on Performance, Unlimited, or Developer editions and don’t have a Service license, you also need the Digital Engagement License. - [Chat must be enabled](https://help.salesforce.com/s/articleView?id=service.live_agent_enable.htm&type=5&language=en_US) in your org - A Chat button and a Chat deployment must be set up and available in your org - An [Experience Builder site](https://help.salesforce.com/s/articleView?id=experience.networks_overview.htm&type=5&language=en_US) (preferable) or a Salesforce site must be set up on your org and available for guest user access - Ensure your browsers are supported for Embedded Chat. We support the same browsers as Experience Builder sites. See [Supported Browsers for Experience Cloud Sites](https://help.salesforce.com/articleView?id=networks_communities_browser_support.htm&language=en_US) for more information. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Administrators must use Lightning Experience to access the Embedded Service setup pages. However, other users in the org aren’t required to have access to or use Lightning Experience with Embedded Chat. To set up Embedded Chat, follow these steps: 1. **[Create an Embedded Service Deployment](https://help.salesforce.com/s/articleView?id=service.snapins_create_deployment.htm&release=264.0.0&type=5)** Create an Embedded Service deployment for each embedded chat window that you’re using. 2. **[Specify Your Chat Window’s Settings](https://help.salesforce.com/s/articleView?id=service.snapins_chat_live_agent_setup.htm&release=264.0.0&type=5)** Select your chat deployment and chat button. Customize the pre-chat form and offline support form. Select custom Lightning components. Set chat images, dimensions, and labels. Learn about available Chat features in Embedded Chat. 3. **[Customize the General Branding for Your Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_branding.htm&release=264.0.0&type=5)** Select the colors and font used in your chat window to reflect your company’s brand identity. 4. **[Add Your Embedded Chat to a Website](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5)** Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop. 5. **[Add Your Chat Window to an Experience Site](https://help.salesforce.com/s/articleView?id=service.snapins_chat_communities.htm&release=264.0.0&type=5)** Use the Embedded Service component to add your chat window to an Experience Builder site. Create a snippet settings file to use snippet-only settings with your site’s chat window. <!-- document id=60ee71338efa383244279e5b53e7f8de76b93e5c63cddddc926f2e87ac4230bb url=/admin/current/en-us/service/264-0-0/fs_set_up_parts.md --> # Set Up Your Field Service Inventory Track and manage the storage, request, transfer, and consumption of every item in your inventory, and ensure that your mobile workforce has the right parts in stock to do their job. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> First, a little vocabulary review! Field service inventory management comes with a full toolbox of features. You can find these features in Salesforce as tabs or related lists: - **Locations** are places, like warehouses, sites, or work vehicles, where inventory is stored. - **Product items** represent products in your inventory stored at a particular location, such as bolts stored in a warehouse. Each product item is associated with a product and a location in Salesforce. If a product is stored at multiple locations, the product will be tracked in a different product item for each location. - **Products required** are products that are needed to complete a work order or work order line item. - **Products consumed** are product items that were used to complete a work order, and are no longer in your inventory. - **Product item transactions** describe actions performed on a product item. They’re auto-generated records that help you track when a product item is replenished, consumed, or adjusted. - **Product requests** are orders for products, which you might create when stock is running low. - **Product request line items** are subdivisions of a product request. - **Product transfers** track the transfer of product items between inventory locations. - **Return orders** track the return or repair of products. - **Return order line items** are subdivisions of a return order. - **Serialized Product** are products that are serialized. Each serialized product has a serial number. - **Shipments** represent the shipment of product items between locations. Now that you’ve got the important terms under your belt, it’s time to configure your org for inventory management. - **[Customize Inventory Settings in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_parts_settings.htm&release=264.0.0&type=5)** To control how your team manages inventory, customize page layouts and assign user permissions. - **[Create Inventory Locations for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_locations.htm&release=264.0.0&type=5)** Locations are places, like warehouses, customer sites, or work vehicles, where inventory is stored for a field service operation. Create locations so you can track the items stored there and restock when necessary. - **[Create Product Items to Represent Inventory](https://help.salesforce.com/s/articleView?id=service.fs_create_parts.htm&release=264.0.0&type=5)** After you customize your field service inventory settings, track where your inventory is stored by creating product items. - **[Create Serialized Inventory](https://help.salesforce.com/s/articleView?id=service.fs_create_serialized_inventory.htm&release=264.0.0&type=5)** In Field Service, use serialized products to assign a serial number to an asset type to track and manage your inventory. - **[Create Product Service Campaigns in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_setup_product_service_campaigns.htm&release=264.0.0&type=5)** Track and manage a product recall, manual firmware upgrade, safety or compliance audit, end-of-life communication, or similar product update. - **[Set Up Assets](https://help.salesforce.com/s/articleView?id=service.assets_implement.htm&release=264.0.0&type=5)** Use Field Service to track, maintain, and optimize assets. While products represent the items that your company sells, assets represent the specific products your customers have purchased. - **[Manage Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_manage_inventory.htm&release=264.0.0&type=5)** Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns. #### See Also - [Manage Your Field Service Inventory](https://help.salesforce.com/s/articleView?id=service.fs_manage_inventory.htm&release=264.0.0&type=5 "Stay on top of the movement of inventory in your field service operation. Learn how to request and transfer products, track consumption, and process customer returns.") - [Set Up Inventory Access for Mobile Workers](https://help.salesforce.com/s/articleView?id=service.mfs_products_location.htm&release=264.0.0&type=5 "Customize your page layouts and user permissions so that your team can take care of inventory management tasks. For example, give mobile workers the ability to log product consumption, create product requests, and keep their service vehicle inventory current. Inventory management is supported on both Android and iOS.") <!-- document id=554411ace0c191456fb644ac05eb2317924c6d1b94310b3283640369ff103506 url=/admin/current/en-us/service/264-0-0/fs_set_up_resources.md --> # Set Up Your Field Service Workforce Create service resources and service crews to represent your mobile workforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> - **[Create Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&release=264.0.0&type=5)** Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them. - **[Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5)** Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician. <!-- document id=90458c481c86bc3bd99a01f3826f872180e4d890d77cf5ed79fa9ed6d29434a5 url=/admin/current/en-us/service/264-0-0/customize_selfservice.md --> # Set Up Your Self-Service Portal Self-Service provides an online support channel for your customers, allowing them to resolve their inquiries without contacting a customer service rep. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d36202e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 ">To use Self-Service Jump Start:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 ">Manage Self-Service Portal</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 ">To set up the Self-Service portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 ">Manage Self-Service Portal</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36202e62 "> <p>Manage Self-Service Portal </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Setting up your Self-Service portal is simple. Choose from two setup options: - Jump Start—Gets you up and running quickly; see [Self-Service Jump Start](https://help.salesforce.com/s/articleView?id=service.customize_selfservicejumpstart.htm&release=264.0.0&type=5 "Get your Self-Service portal running quickly using the Jump Start button. It automates the setup process by choosing some default settings for you."). - Self-Service Setup—Complete setup that allows you more customization. The setup consists of: - [Enable Self-Service Features and Settings](https://help.salesforce.com/s/articleView?id=service.customize_selfserviceenable.htm&release=264.0.0&type=5 "Customize Self-Service by enabling features and settings.") - [Customizing Your Self-Service Look and Feel](https://help.salesforce.com/s/articleView?id=service.customize_selfservicestyle.htm&release=264.0.0&type=5 "Customize the design of the Self-Service portal.") - [Customizing Your Self-Service Fonts and Colors](https://help.salesforce.com/s/articleView?id=service.css_editor.htm&release=264.0.0&type=5 "You can customize the fonts and colors of the Self-Service portal to reflect your company’s branding.") - [Customizing Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5 "Customize features and settings in the Self-Service Portal.") - [Generating Login HTML](https://help.salesforce.com/s/articleView?id=service.customize_selfservicegenerate.htm&release=264.0.0&type=5 "After enabling and customizing your Self-Service portal, generate the URL or HTML code where users will log in to your Self-Service portal.") - [Managing Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5 "Manage your Self-Service user information from a single place and make changes to more than one user at a time.") See [Preparation for Setting Up Your Portal](https://help.salesforce.com/s/articleView?id=service.preparation_for.htm&release=264.0.0&type=5 "Before you set up your portal, build your public solutions, determine which information to show and collect, and designate your portal's location.") to learn more about implementing Self-Service. - **[Self-Service Jump Start](https://help.salesforce.com/s/articleView?id=service.customize_selfservicejumpstart.htm&release=264.0.0&type=5)** Get your Self-Service portal running quickly using the **Jump Start** button. It automates the setup process by choosing some default settings for you. - **[Enable Self-Service Features and Settings](https://help.salesforce.com/s/articleView?id=service.customize_selfserviceenable.htm&release=264.0.0&type=5)** Customize Self-Service by enabling features and settings. - **[Customize Your Self-Service Look and Feel](https://help.salesforce.com/s/articleView?id=service.customize_selfservicestyle.htm&release=264.0.0&type=5)** Customize the design of the Self-Service portal. - **[Customizing Your Self-Service Fonts and Colors](https://help.salesforce.com/s/articleView?id=service.css_editor.htm&release=264.0.0&type=5)** You can customize the fonts and colors of the Self-Service portal to reflect your company’s branding. - **[Customize Your Self-Service Pages](https://help.salesforce.com/s/articleView?id=service.customize_selfservicepages.htm&release=264.0.0&type=5)** Customize features and settings in the Self-Service Portal. - **[Use the Portals Tab](https://help.salesforce.com/s/articleView?id=service.portals_using.htm&release=264.0.0&type=5)** The Portals Tab is where you set up an online support channel for your Self-Service customers - allowing them to resolve their inquiries without contacting a customer service representative. - **[Manage Self-Service Users](https://help.salesforce.com/s/articleView?id=service.customize_cssusers.htm&release=264.0.0&type=5)** Manage your Self-Service user information from a single place and make changes to more than one user at a time. - **[Portal Health Check](https://help.salesforce.com/s/articleView?id=service.security_phc_overview.htm&release=264.0.0&type=5)** Portal health check reports provide information on security-related portal settings to improve portal security. <!-- document id=2e7bd626303b2e9406eadeb798de22b51ae4650a9c3a7cfdac028a5634e69507 url=/admin/current/en-us/service/264-0-0/console_objects_swarming.md --> # Set Up Your Service Console for Swarming Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/service_slack_console.png) #### See Also - [Create and Edit a Custom Lightning Console App](https://help.salesforce.com/s/articleView?id=service.console_lex_create_custom.htm&type=5&language=en_US) ## Add Swarming Objects to the Service Console Lightning Console App To make it easier for swarm collaborators to find their ongoing swarms, add Swarming objects to your console app’s navigation items. 1. From Setup, in the Quick Find box, enter Swarming, then select **Swarming**. 2. Under Set Up the Service Console for Swarming, select **Go to App Manager**. 3. Click the dropdown next to Service Console and select **Edit**. 4. Under Navigation Items, add the following navigation items: 1. Swarms 2. Swarm Members 3. Cases 4. Reports 5. Dashboards 6. Omni Supervisor (required to use Expert Finder) 7. Service Resources (required to use Expert Finder) 5. Save your changes. ![Navigation item setup page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/nav_items.png) 6. Assign the Lightning console app to Swarming user profiles. 1. From the App Manager, select **User Profiles**. 2. Add the [Swarming user profile](https://help.salesforce.com/s/articleView?id=service.set_up_perms_swarming.htm&release=264.0.0&type=5 "Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions.") to the Selected Profiles and save your changes. ## Add Swarms and Swarm Members Related lists to Page Layouts To see the swarms and its swarm members that are related to an issue in Salesforce, add the Swarms and Swarm Members related lists to the page layout. 1. From Setup, enter Swarming, then select **Swarming**. 2. Under Set Up the Service Console for Swarming, select **Go to Object Manager**. 3. Select the object that you want to configure the page layout of. For example, to add swarm related lists to case records, configure the Case page layout. 4. Go to the object’s **Page Layouts**, then add the Swarms and Swarm Members related lists. ![Swarm Members and Swarms related lists highlighted in page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/service_swarm_page_layout.png) 5. Save your changes. 6. Create a Swarming tab on your record pages to see Swarms and Swarm Members related lists from a record. 1. From the object in Object Manager, select **Lightning Record Pages**. 2. Select the record page you want to add Swarming related lists to, for example the Case record page, and click **Edit**. 3. From the Components panel, add a tab, choose the custom name option, and name it Swarming. ![Swarming custom tab highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/service_swarm_swarming_tab.png) 4. Include the Swarm and Swarm Member related list components. 7. Show a swarm members list for a record. 1. From the Lightning App Builder, add the Related List - Single component to the Console page layout under the Swarming tab. 2. Select **Swarm Members** as the Related List. 3. Save your changes. 8. Show a swarms list for a record. 1. From the Lightning App Builder, add the Related List - Single component to the Console page layout under the Swarming tab. 2. Select **Swarms** as the Related List. 3. Save your changes. 9. Activate the Lightning record page and set it as the app default. <!-- document id=241473ae1d789186d7ee448c6ebda44f695f128f58d82eb0d5f24af07d4f34a0 url=/admin/current/en-us/service/264-0-0/svc_site_nav_menu_lwr.md --> # Set Up Your Site Navigation Menu Add a site menu tab for Service Catalog to provide users quick access to browse your catalog items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44389e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44389e55 ">To build and configure Service Catalog site pages and components</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44389e55 ">Permissions and licenses associated with the LWR Service Catalog Site Builder</td> </tr> </tbody> </table> Before you being, ensure the object visibility for SvcCatalogItemDef is set to **Default: On**. 1. Click the gear icon, and then select **Navigation**. 2. From the Default Navigation dropdown, click **Edit**. The menu editor opens. 3. Add the Service Catalog tab. 1. Click **\+ Add Menu Item**. 2. For Name, enter Service Catalog. 3. For Type, select **Site Page**. 4. For Site Page, **Network Data Category Detail**. 5. For URL, enter **/categories/-**. 4. Optional: If you’re using Guest Users, select **Publicly Available**. 5. Click **Save Menu**. The Home page refreshes. 6. From the builder navigation menu, click **Publish** to save your navigation bar. When you publish your site, your site isn’t activated. Publishing only saves your completed work. <!-- document id=5a81ab5f88c7298a1f582bea3149dd0532cc50252e5e8ff1c01c45b4a1d642bc url=/admin/current/en-us/service/264-0-0/svc_site_nav_menu.md --> # Set Up Your Site Navigation Menu Add site menu tabs for the Home, Service Catalog, and Service Catalog Requests pages so users have efficient navigation and access to these resources. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40446e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40446e55 ">To build and configure Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40446e55 ">Permissions and licenses associated with the Aura Service Catalog Site Builder</td> </tr> </tbody> </table> 1. Click **Settings**, and then select **Navigation**. 2. From the Default Navigation dropdown, click **Edit**. The Menu Editor opens. 3. Add the Service Catalog tab. 1. Click **\+ Add Menu Item**. 2. For Name, enter Service Catalog. 3. For Type, select **Salesforce Object**. 4. For Object Type, select **Service Catalog Item Definition**. 5. For Default List View, select **Default**. 4. Optional: Add the Service Catalog Request tab. 1. Click **\+ Add Menu Item**. 2. For Name, enter Service Catalog Requests. 3. For Type, select **Salesforce Object**. 4. For Object Type, select **Service Catalog Request**. 5. For Default List View, select **Default**. 5. Click **Save Menu**. The Home page refreshes. 6. To save all your changes, click **Publish** in the toolbar. Proceed to [Launching Your Service Catalog Site](https://help.salesforce.com/s/articleView?id=service.svc_site_launch.htm&type=5&language=en_US). <!-- document id=5a8f081073061e10d7b93324f271bbe47d79fb4a18653c3f8551f7a1070f15ee url=/admin/current/en-us/service/264-0-0/cti_setup_flow.md --> # Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow Painlessly connect your third-party phone implementation to Salesforce with a quick guided setup flow. Tell us who your provider is, and we install the correct AppExchange package to make it happen. Then, connect to your provider and select your phone users in Salesforce. Supported for Amazon Connect, b+s Connects for Cisco, Five9, and NewVoiceMedia. For other third-party phone providers, see your vendor's documentation for setup instructions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12897e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12897e58 ">To manage call centers, call center users, call center directories, and SoftPhone layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12897e58 ">Manage Call Centers </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). The phone support setup flow is the fastest and easiest way to connect your third-party phone to Salesforce. When you complete the flow, the users you selected in the flow can make and take calls in the Service Console app alongside their other work. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click View All to see the full list. Select the tile to launch the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Selecting your third-party phone provider - Installing the necessary AppExchange package - Connecting your third-party phone to Salesforce - Selecting the users who can use the phone in Salesforce - Install and Deploy a Managed Package We install a managed package from AppExchange that integrates your third-party product with Salesforce. - Create a Call Center Definition File The definition file is an XML file that specifies some settings that help define a call center in Salesforce for a particular third-party CTI system. We create one and set some of the values based on what you enter during the flow, then import it into Salesforce for you. - Add the Phone Utility to Your Console We add the phone utility to the default Lightning Service Console app. You can add it to other console apps using the App Manager. - Add Selected Users to Your Call Center To make sure that your team has access to the phone, we associate the users you select during the flow to your call center. As long as your users have access to a console or standard navigation app with the CTI Softphone object added, they can use the phone. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Users can’t be added to more than one softphone or phone product. Selecting a user in this setup flow overrides their existing phone assignment (if they have one). We also turn on several things in the background during the setup flow. <!-- document id=2a40f9c487831d1f8fcd8674ad3fddad37a1f6002e488460b181bac2b555e6c9 url=/admin/current/en-us/service/264-0-0/live_agent_set_visibility.md --> # Set Visibility for Chat Users Choose how your Chat users can view the Supervisor Tab and Chat Sessions using profiles and permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Set Visibility for the Supervisor Tab Through Profiles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_supervisor_panel_visibility_profiles.htm&release=264.0.0&type=5)** The Chat supervisor panel is your supervisors’ one-stop shop for finding information about their organizations’ chat buttons and chat agents. Make the Chat supervisor tab visible to users who are assigned to specified profiles. - **[Set Visibility for the Chat Sessions Tab through Permission Sets](https://help.salesforce.com/s/articleView?id=service.live_agent_set_sessions_tab_visibility_permission_sets.htm&release=264.0.0&type=5)** Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified permission sets. - **[Set Visibility for the Chat Sessions Tab through Profiles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_sessions_tab_visibility_profiles.htm&release=264.0.0&type=5)** Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified profiles. #### See Also - [Pre-Chat Forms and Post-Chat Pages](https://help.salesforce.com/s/articleView?id=service.live_agent_pre_post_chat_pages.htm&release=264.0.0&type=5 "Pre-chat forms and post-chat pages in Chat enable you to exchange information with customers who contact your company through chat.") <!-- document id=807423131dd469ce497b85b0e7fb82e142d15bc08be92fc7a7fc13042bde23f6 url=/admin/current/en-us/service/264-0-0/live_agent_set_sessions_tab_visibility_permission_sets.md --> # Set Visibility for the Chat Sessions Tab through Permission Sets Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified permission sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d25997e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25997e58 ">To set tab visibility for Chat features:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d25997e58 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Alternatively, you can give users access to the Chat sessions tab through profiles. 1. From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. 2. Click the name of a permission set, or create a permission set. 3. Click **Object Settings**. 4. Click **Chat Sessions**. 5. Click **Edit**. 6. In Tab Settings, select Available and Visible. 7. Click **Save**. #### See Also - [Set Visibility for the Chat Sessions Tab through Profiles](https://help.salesforce.com/s/articleView?id=service.live_agent_set_sessions_tab_visibility_profiles.htm&release=264.0.0&type=5 "Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified profiles.") - [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.") <!-- document id=c3fd32bd5ca6922efce76be9faa5f2617231cdc9a8dd2ad3077300d73edb3772 url=/admin/current/en-us/service/264-0-0/live_agent_set_sessions_tab_visibility_profiles.md --> # Set Visibility for the Chat Sessions Tab through Profiles Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31604e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31604e58 ">To set tab visibility for Chat sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31604e58 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Alternatively, you can give users access to the Chat sessions tab through permission sets. 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Select a support agent profile. 3. Click **Edit**. 4. Set the visibility of the Chat sessions tab to Default On. 5. Click **Save**. #### See Also - [Set Visibility for the Chat Sessions Tab through Permission Sets](https://help.salesforce.com/s/articleView?id=service.live_agent_set_sessions_tab_visibility_permission_sets.htm&release=264.0.0&type=5 "Session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. Make the Chat sessions tab visible to users who are assigned to specified permission sets.") - [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.") <!-- document id=c822bb5c4f120673a4b033b5f83095fa480642acc735fb7df665efcbfa2cefa4 url=/admin/current/en-us/service/264-0-0/live_agent_set_supervisor_panel_visibility_profiles.md --> # Set Visibility for the Supervisor Tab Through Profiles The Chat supervisor panel is your supervisors’ one-stop shop for finding information about their organizations’ chat buttons and chat agents. Make the Chat supervisor tab visible to users who are assigned to specified profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24428e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24428e55 ">To set tab visibility for Chat features:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24428e55 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. From Setup, enter Profiles in the Quick Find box, then select **Profiles**. 2. Click **Edit** next to the profile that you want to give access to the supervisor tab. 3. Set the visibility of the Chat supervisor tab to Default On. 4. Click **Save**. After you give your users permission to access the Chat supervisor tab, set up access to the Chat supervisor panel in the Salesforce console. <!-- document id=0c2f27e50fbf6b79fb6ea2f99a834e12d4a9cde32a14e1b3ac5f9566e45239e6 url=/admin/current/en-us/service/264-0-0/fs_key_indicators.md --> # Setting Field Service Key Performance Indicators Key Performance Indicators (KPIs) are crucial to helping you scope your business's needs and align them with what Field Service provides. For example, KPIs can help you set efficient schedules and send workers to a job with the right skills and tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Implementing KPI Improvements The mobile worker needs to be equipped with both information, knowledge and parts (when needed): - Where the job is. - History of the customer. - History of any assets. - How to complete all the steps of the work, or have the ability to collaborate remotely with another resource. - Checklists and work plans for the necessary steps required. - Visibility into all safety protocols and compliance requirements. There are six provided metrics to measure progress, from the tactical – such as first-time fix rate and time to site – to the strategic: customer satisfaction. ## Reduce Call Volume If your dispatchers are still fielding a high volume of calls with scheduling requests and status updates, implement the following: - Self-service capabilities: Enable self-service through a customer portal on your site or your customer-facing app. - Automated notifications: Keep customers in the know with automated updates via email, SMS, or the customer portal when a mobile worker is nearby or if there is a delay. - Live tracking: Give customers the ability to see where a mobile worker is on a map with an arrival calculation, similar to what you would see on a ride-sharing app. ## Improve Time to Site If you’ve implemented a connected solution but mobile workers are still not getting to their job sites on time, leverage the following: - Route optimization: Help dispatchers effectively manage each location, find the shortest routes, and facilitate planning journeys with a full map view from their screen. - Intelligent planning: Eliminate dispatcher bias by using intelligence with a full view of the field to assign (and reassign) the right mobile worker for each job based on location, availability, skill set, and equipment. - Geolocation tracking: Embed GPS technology into the field service app to navigate mobile workers to the shortest route to site and give dispatchers a bird’s eye view of resources in the field. ## Boost Number of Jobs Per Day Ensure dispatchers are using workforce analytics to assign jobs based on a set of business rules: - Location - Skill set - Worker availability - Equipment availability - Inventory on hand ## Increase First-Time Fix Rates If mobile workers still struggle with first-visit resolution, ensure they have the best mobile capabilities in the field: - Consolidated information: Give mobile workers access to job information, customer data, task details, asset history, connected device insight, and schedules from their mobile devices to prepare them before they even walk through the door. - Offline and online capabilities: With offline capabilities, mobile workers can download customer information ahead of time and log updates offline that sync once reconnected to data or Wi-Fi. - Ongoing support: Empower mobile workers with helpful resources for more complex cases, such as knowledge articles and video tutorials available from their app. ## Reduce Costs To reduce costs, consider the following: - Faster time to invoice: By giving mobile workers a digital notice through their app, job completion is confirmed from their mobile device, and customers are invoiced faster. - Flow of processes: Optimize field service with a simple flow of processes that require minimal effort through field service automation. - Job status: Mobile workers log updates before, during, and after appointments to give dispatchers a real-time view of job status and effectively create planning journeys. ## Improve Customer Satisfaction You can close the feedback loop with a short survey, open-ended questionnaire, or direct outreach on everything from appointment booking to the experience with a mobile worker. <!-- document id=96e0a84e672a8ac3e056a124caae90ab1b92e5cea9a96940f705035968b2b82c url=/admin/current/en-us/service/264-0-0/es_ap_set_sharing_defaults.md --> # Setting Sharing Defaults Set the baseline record access for your alumni users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Set the default internal access and default external access to Public Read Only for these objects. - Catalog - Product - Knowledge - Person Public Profile See [Set Your Internal Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.admin_sharing.htm&language=en_US) and [Set Your External Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.security_owd_external_setting.htm&language=en_US). <!-- document id=eb30e09e2719c9540a0da14f39e8b6abf4602079965db902864c357bb06f4196 url=/admin/current/en-us/service/264-0-0/es_set_sharing_defaults.md --> # Setting Sharing Defaults Set the baseline record access for your employee users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Set the default internal access and default external access to Public Read Only for these objects. - Catalog - Product - Product Related Service Process See [Set Your Internal Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.admin_sharing.htm&language=en_US) and [Set Your External Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.security_owd_external_setting.htm&language=en_US). <!-- document id=9eae611eca9b3347937559cf304de9b2ba0d69e0268581cf1ed875aeaf4988ee url=/admin/current/en-us/service/264-0-0/bots_service_system_bot_dialog_setting.md --> # Setting System Bot Dialogs System Bot Dialogs help guide the bot through the conversation flow, and you can assign custom dialogs as system dialogs to customize the experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d95195e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95195e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95195e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. On the Dialogs panel, click **![Action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png)** next to the dialog you wish to set as a System Bot Dialog. 2. Click **Set as** to define which system dialog to set. <!-- document id=e08a55a40a85e56abe0da8fc2cbfe81c0eb3bb4b89e97cd7e1ab552aa6a828bb url=/admin/current/en-us/service/264-0-0/fs_service_document_template_field.md --> # Setting the Service Document Template Field You can find the standard field Service Document template in the three objects: Work Order, Work Order Line Item, and Service Appointment. This field points to the template ID, which sets the template for each service document. This topic covers how to find the template ID and how to populate the Service Document Template field. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Find the Template ID To get the template ID, open or create a template in Document Builder. You can find the template ID in the URL, after &id=. ![The template ID shows up in the URL after &id=.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_template_id_url.png) If the field value is set, that template is used. If the field is empty, then the org default template is used. If the field is empty, you haven’t set a default, and you don’t have any templates, you receive an error message. If you don’t set the Service Document Template from Work Order, Work Order Line Item, or Service Appointment, the document template can also be derived from one of the three corresponding Document Template fields on Work Type. ## Populate the Service Document Template Field Populate the Service Document Template field using an Apex trigger, building a flow, or doing a combination of both. - Apex Trigger: You can use an Apex trigger to perform custom actions, such as insertions, updates, or deletions, before or after events to records in Salesforce. The Apex trigger populates the Service Document field upon creating, reading, updating, or deleting any related records. Here’s a sample Apex trigger: ```java // Timing options: // before insert/update/delete // after insert/update/delete/undelete // Simple example trigger trigger PopulateServicedocument on WorkOrder(before insert) { for(WorkOrder wo : Trigger.New) { if (wo.Status == "value") { wo.ServiceDocumentTemplate = '0M0...'; } // ... } } ``` - Flow Builder: Build flows that collect data and perform actions. You can build screen flows that launch after certain criteria are met, guiding users to set fields. Or, build flows that automatically run in the background, using Autolaunched Flow, with no trigger. Flow Builder also lets you run Apex code, including Apex triggers, so play around to see what works best for your document building needs. <!-- document id=4ebf710712ef3b16dfa1846333be3d81add346b4e0424afb4b4fb9abf5325221 url=/admin/current/en-us/service/264-0-0/omnichannel_set_up_custom_actions.md --> # Setting Up Custom Actions on Command Center for Service Tabs Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To implement a custom action, define the action in a screen flow, and then add the custom action to the Command Center for Service tabs. To invoke an action, a supervisor selects reps, queues, or work items on an Command Center for Service tab, and then clicks the action button. The associated screen flow runs and performs the action on the IDs of the selections on the Command Center for Service tab. | Command Center for Service Tab | IDs Passed | | --- | --- | | Agents | Agent IDs from User object | | Agent Details | IDs of routed objects, such as voice calls, messaging sessions, or cases | | Queues Backlog | Queue IDs from Group object (of type Queue) | | Queue Details | IDs of routed objects, such as calls, messaging sessions, or cases | | In-Progress Work | Queue IDs from Group object (of type Queue) | | In-Progress Work Details | IDs of routed objects, such as calls, messaging sessions, or cases | | Skills Backlog | IDs of routed objects, such as calls, messaging sessions, or cases | | Skill Details | IDs of routed objects, such as calls, messaging sessions, or cases | - **[Create the Screen Flow for the Command Center for Service Custom Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_custom_action_create_screen_flow.htm&release=264.0.0&type=5)** To define the action behavior and design the screen that appears when a supervisor clicks the action button, create a screen flow in Flow Builder. For example, you can create a screen that lets a supervisor send an email to service reps. - **[Add the Custom Action to Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_custom_action_to_supervisor.htm&release=264.0.0&type=5)** Edit the supervisor configuration to specify which tabs show the custom action. All supervisors assigned to the supervisor configuration can see the action. #### See Also - [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&release=264.0.0&type=5 "To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work.") <!-- document id=d6546f5a16ae3ae23349007a587cb3faf0b922d2344225f5694c9c8d11f27ae6 url=/admin/current/en-us/service/264-0-0/pfs_scheduling_priority_optimization_with_enhanced.md --> # Setting Up Priority Values With Enhanced Scheduling and Optimization When the optimization engine calculates the score for a schedule, it considers the penalty applied to each appointment that can’t be scheduled. When the engine compares two schedules, the one with the lowest total penalty is preferred. The total penalty for not scheduling an appointment is composed of two parts: - Base penalty. The penalty value assigned when an appointment isn’t scheduled. This value is calculated as the sum of all service objective weights configured in the scheduling policy + 100. For example, if a scheduling policy is configured with objective weights. - Minimize Travel: 100 - Schedule ASAP: 20 - Preferred Resource: 50The weight of the base objective is (100+20+50) + 100 = 270. This formula makes sure that the penalty for not scheduling an appointment is always higher than the penalty for scheduling an appointment. - Priority penalty. The penalty value is based on the priority value. The priority penalty value is calculated as the sum of all service objective weights configured in the scheduling policy x 50 x the percentage corresponding to the priority value). When you use a 1 to-10 priority scale, the penalty percentage values assigned to priority values are nonlinear. | Priority Value | Penalty | | --- | --- | | 1 | 100% | | 2 | 80% | | 3 | 60% | | 4 | 20% | | 5 | 15% | | 6 | 10% | | 7 | 8% | | 8 | 6% | | 9 | 4% | | 10 | 2% | When you use a 1 to 100 scale, the penalty percentage values assigned to priority values are linear. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20863e186">Priority Value</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d20863e189">Penalty</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">1</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">100%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">2</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">99%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">3</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">98%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">4</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">97%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">5</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">96%</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d20863e186 d20863e189 ">Etc</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">97</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">4%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">98</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">3%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">99</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">2%</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e186 ">100</td> <td data-label="Penalty" class="slds-cell-wrap" style="vertical-align:top;" headers="d20863e189 ">1%</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Any priority value outside the scale is given a penalty percentage value of 0%. For example, if an appointment has a priority of 3 and the scheduling policy is configured with these the following objective weights. - Minimize Travel: 100 - Schedule ASAP: 20 - Preferred Resource: 50 The total penalty for not scheduling the appointment is base penalty + priority penalty. Using a 1 to-100 scale: - Base penalty = (100+20+50) + 100 = 270 - Priority penalty = (100+20+50) X 50 X 0.98 = 8,330 The total penalty for not scheduling the appointment = 270 + 8,330 = 8,600. The total penalty calculation provides the optimizer guidance on which appointments are more important to schedule and which appointments can be left off the schedule when there’s no availability to schedule all appointments. Consider a lower priority appointment with priority 53. The total penalty for not scheduling that appointment is ((100+20+50) + 100) + ((100+20+50) X 50 X 0.48) = 4,350. Because the penalty for not scheduling a priority 3 appointment is higher than the penalty for not scheduling a priority 60 appointment, the engine prefers a schedule where the priority 3 appointment is scheduled. The nonlinear penalty percentage for the 1 to-10 scale and the broader 1 to-100 scale is designed to handle scenarios where scheduling multiple lower-priority appointments is more valuable than scheduling a single higher-priority appointment. For example, a priority 1 appointment incurs a penalty of 8,770 for not being scheduled, while a priority 3 appointment incurs a penalty of 8,600. While the penalty for not scheduling a priority 3 appointment is less than the penalty for scheduling a priority 1 appointment, the penalty for not scheduling two priority 3 appointments is higher (8,600x2=17,200 which is greater than 8,770) and preferred over one priority 1 appointment. Using the scale of priority values, you can choose values for service appointments so that a higher-priority appointment can still outweigh multiple lower-priority appointments. For example, assuming scheduling an emergency appointment is more important than scheduling two installation appointments. You can set the priority value for the emergency to 1 and the priority value for an installation appointment to 53. The penalty incurred for scheduling an emergency at priority 1 is 8,770 and the penalty incurred for scheduling two installation appointments at priority 53 is 8,700, such that the penalty incurred for scheduling the emergency is higher than the total penalty incurred for scheduling two install appointments. <!-- document id=786ba4bc01e4359bf27213c783382af66baa1dd3c875fdd9ace1bfef1002aa13 url=/admin/current/en-us/service/264-0-0/pfs_scheduling_priority_optimization_without_enhanced.md --> # Setting Up Priority Values Without Enhanced Scheduling and Optimization When the optimization engine calculates the score for a schedule, it considers the reward earned by scheduling each appointment. When the engine compares two schedules, the one with the highest total reward is preferred. The total reward to schedule an appointment is composed of two parts. - Base reward - All service appointments are given a base reward value of 500 to schedule the appointment. - Priority reward - The reward value is based on the priority value. When you use a 1 to 10 priority scale, the reward values assigned to priority values are non-linear. | Priority Value | reward (Including Base REward) | | --- | --- | | 1 | 25,500 | | 2 | 20,500 | | 3 | 15,500 | | 4 | 5,500 | | 5 | 4,250 | | 6 | 3,000 | | 7 | 2,500 | | 8 | 2,000 | | 9 | 1,500 | | 10 | 1,000 | When you use a 1 to 100 scale, the reward values assigned to priority values are linear. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d81227e174">Priority Value</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d81227e177">reward (Including Base REward)</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">1</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">25,500</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">2</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">25,250</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">3</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">25,000</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">4</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">24,750</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">5</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">24,500</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" headers="d81227e174 d81227e177 ">Etc</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">97</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">1,500</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">98</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">1,250</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">99</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">1,000</td> </tr> <tr class=""> <td data-label="Priority Value" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e174 ">100</td> <td data-label="reward (Including Base REward)" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d81227e177 ">750</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Any priority value outside the scale is given the base reward value of 500, such that when you’re setting up your scheduling policy, the sum of weights of all service objectives doesn’t exceed 500. The reward for scheduling the appointment is 500, but if the sum of the weight of objectives is more than 500 (for example, the best possible scenario for minimizing travel is not traveling), then the score of not scheduling the appointment can be higher than the score of scheduling the appointment. Generally, scheduling an appointment with poor metrics is more beneficial than not scheduling the appointment at all. The reward provides the optimizer guidance on which appointments are more important to schedule and which appointments can be left off the schedule when there’s no availability to schedule all appointments. For example, when you use using the 1 to 100 scale, a priority 1 appointment is given a reward of 25,500, and a priority 3 appointment is given a reward of 25,000. Since the reward for scheduling a priority 1 is higher than scheduling a priority 3, the optimizer schedules the priority 1 appointment. The non-linear reward assignment for the 1 to 10 scale and the broader 1 to 100 scale is designed to handle scenarios where scheduling multiple lower-priority appointments is more valuable than scheduling a single higher-priority appointment. For example, a priority 1 appointment is given a reward of 25,500, and a priority 3 appointment is given a reward of 25,000. While the reward for scheduling a single priority 3 appointment is less than the reward for scheduling a single priority 1 appointment, the reward for scheduling two priority 3 appointments is more (250,00 x 2 = 50,000 is greater than 25,500) and preferred over a single priority 1 appointment. Using the scale of priority values, you can choose values for service appointments such that a higher-priority type of appointment can still outweigh multiple lower-priority appointments. For example, assume scheduling an emergency appointment is more important than scheduling two installation appointments. You can set the priority value for the emergency to 1 and the priority value for an installation appointment to 53. The reward for scheduling a priority 1 emergency is 25,500 and the reward for scheduling two priority 53 installation appointments 12,500 x 2 = 25,000. So the reward for scheduling the emergency is higher than the total reward for scheduling two install appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you schedule individual appointments by using priorities, as opposed to a group of appointments by using optimization, see [Book and Schedule Appointments by Using Priorities.](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority.htm&type=5&language=en_US) <!-- document id=91f82e862c7a5961f805f5c1a099dbb485fa2a937b6c778997e037cbda3da14c url=/admin/current/en-us/service/264-0-0/reply_recs_service_replies_email_setup.md --> # Setting Up Service Replies for Email Personalize customer service and save service reps' time in just a few steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before adding Einstein Service Replies for Email, make sure these conditions are met. - Salesforce Knowledge is enabled and set up in Lightning Experience, with the Knowledge Component added to the Case page Layout. [Learn how to set up a knowledge base](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_parent_admin.htm&type=5&language=en_US). - Einstein Generative AI is enabled. [Learn how to turn on generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US). - [Turn On Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&type=5&language=en_US). - Turn on and set up Service AI Grounding for Knowledge and Case. [Learn how to set up Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US). - The Case.SendEmail quick action is on the Case Page layout. [Learn how to add the Send Email quick action](https://help.salesforce.com/s/articleView?id=service.case_interaction_add_actions_to_page_layout_lex.htm&type=5&language=en_US). These steps are recommended, but not mandatory. - To draft email responses by using multiple knowledge articles, [set up Agentforce Article Recommendations for Cases](https://help.salesforce.com/s/articleView?id=service.agentforce_article_recs_for_cases_set_up.htm&type=5&language=en_US). - Einstein Article Recommendations is enabled with an in-process or completed model build. [Learn how to set up Einstein Article Recommendations](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_set_up.htm&type=5&language=en_US). Next, follow these steps. 1. **[Enable Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_enable.htm&release=264.0.0&type=5)** To get started, turn on Service Replies for Email. 2. **[Allow Public Article Sharing](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_allow_public_article.htm&release=264.0.0&type=5)** Allow public knowledge article sharing so that Einstein can access your company’s trusted knowledge content. 3. **[Give Service Reps Access](https://help.salesforce.com/s/articleView?id=service.reply_recs_servicec_replies_email_give_agents_access.htm&release=264.0.0&type=5)** Give service reps access to Service Replies for Email in the Einstein Reply Recommendations component by assigning them a permission set. <!-- document id=667310346fdb66e4d2c80febacfe4e1dad115eaedf905da9126783874801d4ed url=/admin/current/en-us/service/264-0-0/work_summaries_set_up.md --> # Setting Up Work Summaries Follow a few simple steps to create concise summaries and save service reps’ time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). To use Work Summaries in Agentforce, first [Set Up Your Agent](https://help.salesforce.com/s/articleView?language=en_US&id=sf.copilot_setup.htm&type=5). - **[Enable Work Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&release=264.0.0&type=5)** To get started, turn on Work Summaries. - **[Show Work Summaries for Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&release=264.0.0&type=5)** To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving. - **[Show Work Summaries for Voice](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&release=264.0.0&type=5)** To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving. - **[Show Work Summaries for Email](https://help.salesforce.com/s/articleView?id=service.work_summaries_email_show.htm&release=264.0.0&type=5)** Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails. - **[Show Work Summaries for Live Chat](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_chat_parent.htm&release=264.0.0&type=5)** To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page. - **[Show Work Summaries for Case (Beta)](https://help.salesforce.com/s/articleView?id=service.work_summaries_show_case.htm&release=264.0.0&type=5)** Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case. - **[Show Service Reps and Supervisors Midconversation Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&release=264.0.0&type=5)** When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation. - **[Give Service Reps Access to Work Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&release=264.0.0&type=5)** Give service reps access to Work Summaries by assigning them the correct permission sets. <!-- document id=7a2cc7f50b83e23d0bfe9587bdc82f13e785bed57e1f39851db0af7a777cd396 url=/admin/current/en-us/service/264-0-0/svc_site_setup_intro.md --> # Setting Up Your Service Catalog Site Use the Service Catalog site to open your Service Catalog to your customers and partners for them to easily browse your catalog and request catalog items. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items. Setup of your Service Catalog site requires configuration tasks in Salesforce Setup and Experience Builder, which is where you build, customize, and manage your site. Service Catalog supports the Aura and Lightning Web Runtime (LWR) frameworks from Experience Cloud. Before you can set up your Service Catalog site, you must: - Set up the required Service Catalog permission assignments. - Build a Service Catalog that contains at least one active fulfillment, catalog category, and catalog item. To complete these prerequisites, refer to the Service Catalog setup documentation. To get started with your Service Catalog site setup, review the setup map for a quick start guide. ![Service Catalog site learning map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/svc_site_banner.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_site_setup_intro__image_ygf_ktc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_setup_intro__image_ygf_ktc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span> </p> <p> <strong>1. Learn the Basics</strong> </p> <p>Review the provided glossary, resource hub, and site basics overview to understand what the Service Catalog site is, its affiliation with Experience Cloud, and its custom pages and components.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_get_oriented.htm&release=264.0.0&type=5" title="Use the provided resources and overview information to learn the basics of the Service Catalog site.">Getting Oriented with the Service Catalog Site</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_glossary.htm&release=264.0.0&type=5" title="Get familiar with the key terms used in this documentation. The terms are curated for Service Catalog and supplement the Experience Cloud glossary.">Service Catalog Site Glossary</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_resources.htm&release=264.0.0&type=5" title="Resources are available to help you understand the relationship between Experience Cloud and the Service Catalog site.">Service Catalog Site Resource Hub</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_comps_temps_ov.htm&release=264.0.0&type=5" title="The Service Catalog Site is a CRM-powered self-service site that connects your customers and partners with your Service Catalog to browse and request catalog items.">Service Catalog Site Basics</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_site_setup_intro__image_ogv_ltc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_setup_intro__image_ogv_ltc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Wrench"></span> </p> <p> <strong>2. Get Ready to Build Your Site</strong> </p> <p>Familiarize yourself with the Service Catalog site CRM configurations and permissions assignments, which are both required and in addition to the Service Catalog CRM permissions and configurations.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_prep.htm&release=264.0.0&type=5" title="Before you start building your Service Catalog site, head to Salesforce Setup to prep your org to become a customer or partner-facing site.">Preparing to Build Your Service Catalog Site</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_determine_setup.htm&release=264.0.0&type=5" title="Your Service Catalog site setup steps are specific to your affiliation with Experience Cloud. Use the provided guidance to determine your setup steps.">Determining Your Setup Pathway</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_crm_configs.htm&release=264.0.0&type=5" title="Several configurations are required in Setup for you to build your Service Catalog site with Experience Cloud.">Set the Service Catalog Site Setup Configurations</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_permission_assignments.htm&release=264.0.0&type=5" title="Review and assign the permissions each site user requires for access and use of your Service Catalog site and its features.">Assign Site Permissions</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_site_setup_intro__image_xck_ptc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_setup_intro__image_xck_ptc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Next"></span> </p> <p> <strong>3. Build, Customize, and Launch Your Site</strong> </p> <p>Use Experience Builder to quickly build, customize, and launch your Aura or LWR Service Catalog site using the preconfigured site pages and components.</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_build.htm&release=264.0.0&type=5" title="Build the pages and configure the components that comprise the Service Catalog site.">Building Your Service Catalog Site</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_aura_setup.htm&release=264.0.0&type=5" title="Take the Aura setup pathway to set up your Service Catalog Site using the Aura framework.">Aura Setup Pathway</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_lwr_setup.htm&release=264.0.0&type=5" title="Take the LWR setup pathway to set up your Service Catalog Site using the LWR framework.">LWR Setup Pathway</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_alt_setup.htm&release=264.0.0&type=5" title="Take the steps in this setup pathway to set up Service Catalog Guest Users in sites alternative to Experience Cloud, such as Salesforce Sites and externally built sites.">Alternative Sites Setup Pathway</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_launch.htm&release=264.0.0&type=5" title="To go live with your site to your customers and partners, set your site admin settings, and then publish and activate your site.">Launching Your Service Catalog Site</a> </p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p> <a name="svc_site_setup_intro__image_xsf_rtc_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="svc_site_setup_intro__image_xsf_rtc_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_explore_end_2.png" alt="End"></span> </p> <p> <strong>4. Extend Your Site with AI (Beta)</strong> </p> <p>Set up Agent in Service Catalog to help your customers resolve their questions faster with AI (Beta).</p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_ov.htm&release=264.0.0&type=5" title="Drive self-serve case deflection in your Service Catalog site with Agent, your AI assistant for Service Catalog. Through a conversational interface, Agent uses an LLM to identify and execute relevant actions to resolve customer contact reasons without customers navigating your catalog or contacting support.">Integrating AI into Your Service Catalog (Beta)</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.svc_site_copilot_learn.htm&release=264.0.0&type=5" title="Learn the feature fundamentals and important permissions information.">Service Catalog in Agentforce (Beta)</a> </p> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> <td class="slds-cell-wrap" style="vertical-align:top;"> </td> </tr> </tbody> </table> #### See Also - [_Salesforce Help_: Create a Catalog Category](https://help.salesforce.com/s/articleView?id=service.svc_catalog_category.htm&release=264.0.0&type=5 "A catalog category represents groups of catalog items in Service Catalog. Catalog categories are used only in Service Catalog. Organizing catalog items under a catalog category makes those catalog items viewable in Aura.") - [_Salesforce Help_: Create a Catalog Item](https://help.salesforce.com/s/articleView?id=service.svc_create_a_catalog_item.htm&release=264.0.0&type=5 "Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests.") - [_Salesforce Help_: Service Catalog Permissions](https://help.salesforce.com/s/articleView?id=service.svc_service_catalog_permissions.htm&release=264.0.0&type=5 "Review the permissions each user requires to access Service Catalog features within your service catalog. Assign new users the Service Catalog Builder permission set to get started.") - [_Salesforce Help_: Experience Cloud](https://help.salesforce.com/s/articleView?id=experience.networks_overview.htm&type=5&language=en_US) <!-- document id=2ba07cd8571dc04f865d6fb7d1c5d081ba04e5a56b93cfbb9bf90bc43955e2c0 url=/admin/current/en-us/service/264-0-0/voice_setup_prereqs.md --> # Setup Prerequisites Before you set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), complete these prerequisites. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. **[Salesforce Voice Planning Checklist](https://help.salesforce.com/s/articleView?id=service.voice_planning_checklist.htm&release=264.0.0&type=5)** Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout. 2. **[Prepare Your Network for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5)** To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). 3. **[Verify that Omni-Channel is Enabled](https://help.salesforce.com/s/articleView?id=service.voice_omni_channel_enable.htm&release=264.0.0&type=5)** Before you can turn on Voice, enable Omni-Channel so your support team can make and receive calls. 4. **[Set Up Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_setup_idp.htm&release=264.0.0&type=5)** Before turning ON Voice, you must configure the Identity Provider. 5. **[Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5)** Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations. <!-- document id=7dbce768b6af733f6fc97ea6b99e147a95b2bb85d2bafad8a620ea3be8f9b33a url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_pay_setup_1.md --> # Setup WhatsApp Pay Service reps run the flow in the Service Console to send the component to customers. Customers click the component to view the request details and make their payment. Before you begin, here are the things you must perform. - [Create a series of Apex classes](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_payment_apex_snippets.htm&release=264.0.0&type=5 "Use these Apex classes to define the parameters required for WhatsApp Pay integration.") so that you’re able to fill parameters in the payment component for a payment screen flow. These Apex classes control the information that appears in the component. For more information on WhatsApp Pay Apex classes, see [Create an Apex Class to Process Payments Status](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_pay_create_apex.htm&release=264.0.0&type=5 "On the Apex Classes page in Setup, create an Apex class to facilitate payment status processing."). - For WhatsApp Pay Brazil, if you’re using PIX as your payment method, make sure that you have specified the merchant name property. - WhatsApp Pay India supports Payment gateways, UPI, and Payment Links payment types. For more information see, [Meta WhatsApp Payment - India](https://developers.facebook.com/documentation/business-messaging/whatsapp/payments/payments-in/overview). - If you’re sending order status back to the end user, create two custom parameters in your payment messaging component. One for capturing the reference ID and one capturing the order status label. Also, make sure that you’ve configured your WABA template for order status. If you haven't configured still, login to your WABA account and go to your message template. Under the **Utility** tab, select **Order Status** and then submit for review. - Create a custom parameter to capture the shipping amount. This being an optional parameter that isn't available to you by default. - The messaging session expiry times can differ from payment component expiry times. - Make sure that you send the order status back to customer in the chat. 1. [Create a WhatsApp Pay Messaging Component](https://help.salesforce.com/s/articleView?id=service.messaging_add_whatsapp_pay.htm&release=264.0.0&type=5 "Use these steps to create a WhatsApp Pay Messaging Component.") that service reps can send in messaging sessions. 2. [Create an order status template in WABA](https://www.facebook.com/business/help/2055875911147364?id=2129163877102343) and import it into Salesforce as a [WhatsApp external template](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&type=5&language=en_US). 3. Create a WhatsApp Pay Screen Flow. For more information on how to create a sample WhatsApp Pay Screen Flow, see [Tutorial: WhatsApp Pay Sample Screen Flow](https://help.salesforce.com/s/articleView?id=service.messaging_create_wa_screen_flow.htm&release=264.0.0&type=5 "This tutorial guides you through building a sample screen flow that uses a payment messaging component to send a payment request to a customer. You can use the component to request payments from customers directly within a WhatsApp messaging channel. To send this component and populate it with dynamic order details, you can build a screen flow. You can use this flow to gather necessary payment data by calling Apex actions. The data includes line items, totals, order context, and custom parameters like shipping amounts. After data gathering, the flow uses the Enhanced Message action to send the component to the user."). 1. Trigger the order status template using [flows](https://help.salesforce.com/s/articleView?id=003960895&type=1&language=en_US) using the details from the custom Salesforce object. 4. [Send WhatsApp Payment requests](https://help.salesforce.com/s/articleView?id=service.messaging_components_wa_payment_flow.htm&release=264.0.0&type=5 "Set up a screen flow that service reps can run to send payment messaging components to customers in messaging sessions. The flow executes the Apex classes and passes the transaction details into the payment messaging component. ") in messaging sessions. <!-- document id=1b1cf62dc7ff9c6a9b2b49cb8968df56f70bf0bfeff89a0d0d4b3f50e00a9d8e url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_custom.md --> # Share an External App with an Enhanced Bot Use the custom messaging component to embed an app into bot conversations in enhanced Apple Messages for Business channels. Customers can access the app’s capabilities directly in the bot conversation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28240e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28240e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28240e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> This component is available only for enhanced Apple Messages for Business channels. 1. From the Messaging Components page in Setup, [create a custom messaging component](https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&type=5&language=en_US). 2. From the Bot Builder, click **Dialogs**, and then select the dialog that you want to use to send the component. 3. From the Dialog Component Library, drag the **Custom** dialog step onto the canvas. 4. In the Step Properties panel, enter the name of your custom messaging component to search for and select it. If you don’t see your component, refresh the builder and try again. 5. Save your changes. #### See Also - [Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US) - [Considerations for Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_considerations.htm&language=en_US) - [Considerations for Messaging Components in Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&release=264.0.0&type=5 "Carefully review these considerations before setting up Enhanced Bots.") <!-- document id=670710b3f3de959b4b7f34828510c612c3cd3b0f10cbddca1b1c3413e8ac5a24 url=/admin/current/en-us/service/264-0-0/wfs_share_appointments_with_resources.md --> # Share Appointments with Service Resources Give assigned service resources access to the service appointments they're assigned to, based on the appointment's status. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d20180e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20180e64 ">To share appointments with service resources:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20180e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Appointment sharing gives assigned resources the record access they need to do their work, based on service appointment status. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Sharing**. 2. On the **Assigned Resource Sharing** tab, enable **Share Appointments with Assigned Resources**. When your org uses a private or read-only sharing model, this setting gives assigned service resources access to their service appointments and the related work orders, work order line items, visits, and interactions. 3. Select the service appointment statuses that trigger sharing. You can select different statuses for field or on-site appointments. When an appointment enters one of these statuses, Workforce Scheduling shares it with the assigned resource. When the appointment leaves these statuses, Workforce Scheduling removes that access. By default for on-site appointments, Scheduled, In Progress, and Completed are selected. By default for field appointments, Dispatched, In Progress, Completed, and Cannot Complete are selected. <!-- document id=f321189126d04fdd608ccddcc9bf96181b546315aa76d3055cfa2d76c2908264 url=/admin/current/en-us/service/264-0-0/knowledge_agent_article_contents_classic.md --> # Share Article Contents in Case Publishers in Salesforce Classic Insert the contents of an article into the case feed via the email, social, and Experience Cloud site publishers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48694e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48694e56 ">To share article contents in the case feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48694e56 "> <p>Edit on Case</p> <p>AND</p> <p style="margin-bottom:0;">Read on Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48694e56 ">To share internal articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48694e56 "> <p style="margin-bottom:0;">Allow user to share internal knowledge articles externally</p> </td> </tr> </tbody> </table> The Knowledge component must be available in your Service Console. 1. From the Knowledge component or articles related list, select **Attach and share article**. If the article is attached to the case, the action is **Share article**. Using this action adds it to the article related list. 2. Click **Share**. Email is the default action, but you can switch to the Social or Experience Cloud site action in the case feed before inserting the article. <!-- document id=f521c952d29a024d0eb1fd5a169d602867f1a29037428509a5854e658386b3c6 url=/admin/current/en-us/service/264-0-0/knowledge_agent_public_url.md --> # Share Article URLs in Channels Insert links to articles from a Salesforce or Experience Cloud site into the case feed. In Lightning Experience, you can share article URLs in emails, social posts, and chat and messaging conversations. In Salesforce Classic, you can send article URLs in the email, social, and Experience Cloud publishers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16446e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16446e56 ">To share article links in the case feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16446e56 "> <p>Edit on Case</p> <p>AND</p> <p style="margin-bottom:0;">Read on Knowledge</p> </td> </tr> </tbody> </table> To share Salesforce or Experience Cloud site URLs for articles in the case feed, the Knowledge component must be in your Ligntning page or, in Salesforce Classic, in the Service Console. You must also have either a Salesforce Site or an Experience Cloud site configured. Your org must have the relevant channel configured, such as email, social, or chat. 1. From the Knowledge component or articles related list, select one of these actions: 1. To insert URLs in Salesforce Classic, select **Attach and share article** or **Share article** for the Salesforce or Experience Cloud site you want. Email is the default action, but you can switch to the social or Experience Cloud action in the case feed before inserting the URL. 2. To insert URLs in emails Lightning Experience, select **Insert URL into Email** and then choose the Salesforce or Experience Cloud site. 3. To insert URLs in chat and messaging conversations in Lightning Experience, select **Insert URL into Conversation** and then choose the Salesforce or Experience Cloud site. 4. To insert URLs into social feeds in Lightning Experience, select **Insert URL into Social Post** and then choose the Salesforce or Experience Cloud site. The article link is inserted at the cursor position. 2. Click **Insert URL**. Keep these considerations in mind: - Articles must be published. These actions aren’t available for draft and archived articles. - Articles must be shared publicly, meaning they are visible in the Public Knowledge Base, or to customers or partners. - You can post an article link from any Salesforce or Experience Cloud site in the selected list, even if the article isn’t visible in the Salesforce or Experience Cloud site or if the customer doesn’t have access. The support reps must confirm that the article is available in the Salesforce or Experience Cloud site before sharing it with the customer. - If the article wasn’t attached to the case previously, using these actions adds it to the related list. <!-- document id=407b8985d524e4641c446c03768b4a211a1388e531e8b6539fef271efca37118 url=/admin/current/en-us/service/264-0-0/knowledge_agent_article_contents_lex.md --> # Share Articles in Channels in Lightning Knowledge Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114236e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">To share article contents in the case feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 "> <p>Edit on cases</p> <p>AND</p> <p style="margin-bottom:0;">Read on knowledge articles</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 ">To share internal articles in the case feed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114236e56 "> <p style="margin-bottom:0;">Allow user to share internal knowledge articles externally</p> </td> </tr> </tbody> </table> To share article contents in channels, you must have the Knowledge component available in your Lightning page. Your org must have the relevant channels set up, such as email, social, or chat, in the case feed. You can’t change channels on an article translation and then publish the article. Doing so generates an error. When you change channels on an article, make sure that the channels on the article’s translations match the new channels. Also, publish translations before you publish the primary language version. 1. From the Knowledge component or articles related list, select one of these actions: 1. To insert the article to social media, click **Insert Article into Social Post**. The case origin must be a social post to use this action. 2. To insert the article in an email, click **Insert Article into Email**. 3. To insert the article to a Chat or Messaging conversation, click **Insert Article into Conversation**. 2. Click **Insert**. For Email and Social Post, if an article wasn't attached to a case, these actions add it to the case’s related list. The article contents are inserted at the cursor position. You can also use Insert Action on the Social Post record home to attach an article to the Social Post record (not the case record). However, for Chat and Messaging, the article is not attached to the case, even if the article was created from a case. #### See Also - [Set Up Actions to Insert Articles into Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_insert_article_content_email.htm&release=264.0.0&type=5 "With the Lightning Knowledge component and related list actions, support reps can directly embed article content into the body of customer emails and in social, chat, and messaging conversations. Create a communication channel mapping to choose which article fields are included for each record type and channel. Your customers can access article summaries without going to a website. With permissions, some support reps can choose to share internal articles—so they don't have to copy and paste articles that aren't published or are used internally—, while other support reps share only published, external articles.") <!-- document id=cc247a946c7b884cc92bf79b88bc08f17d9fddf769a25e2ab9bee2552f8a5a88 url=/admin/current/en-us/service/264-0-0/workforce_engagement_share_assessment_records_with_quality_analysts.md --> # Share Assessment Records with Quality Analysts Configure sharing rules and organization-wide defaults to grant quality analysts read and write access to interaction assessment records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104662e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104662e60 ">To manage data sharing structures:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104662e60 ">Quality Manager</td> </tr> </tbody> </table> 1. From **Setup**, in the **Quick Find box**, enter Sharing Settings. 2. Create a sharing rule under **Assessment Sharing Rules** to share records with a Public Group or Role of Quality Analysts. Provide these details, using Voice Call as an example: - Rule Name Label: AssessmentNewRule - Rule Name: CallSharingNewRule - Rule Type: **Based on record owner** - Select records to be shared: Voice call owned by owners: Roles, APAC\_REP\_ROLE - Select the users to share with: Share with: Roles, APAC\_QA\_ROLE (This is the role associated with the quality analyst for the rep team) - Select the level of access for the users: Access level: Read/Write Only 3. Save your settings. 4. Repeat the previous steps for Messaging Session or Case. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Set Org-wide sharing default for AssessmentQuestionResponse, Default Internal Access, and Default External Access as Controlled by Parent. <!-- document id=33d46cde1d5615cb3a5ae4494c0ed53a65603007d2b383e6ec34cc27a0f786f1 url=/admin/current/en-us/service/264-0-0/cases_sharing.md --> # Share Cases Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d188415e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d188415e55 ">To view cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d188415e55 ">Read on cases</td> </tr> </tbody> </table> To view and manage sharing details, click **Sharing** on the case detail page. The Sharing Detail page lists the users, groups, roles, and territories that have sharing access to the case. On this page, you can do any of the following: - To show a filtered list of items, select a predefined list from the View drop-down list, or click **Create New View** to define your own custom views.To edit or delete any view you created, select it from the View drop-down list and click **Edit**. - To grant access to the record for other users, groups, roles, or territories, click **Add**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To share a case with another user, that user must have access to the account associated with the case and the “Read” permission on cases. - Click **Expand List** to view all users that have access to the record. - For manual sharing rules that you created, click **Edit** or **Del** next to an item in the list to edit or delete the access level. #### See Also - [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.") <!-- document id=4683baeeac7e99bfeeef33620e03f4aabfe2987358da0ed8ba1ed01aea192b9a url=/admin/current/en-us/service/264-0-0/messaging_components_custom.md --> # Share External Apps in Messaging Sessions Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, and Enhanced LINE</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d70732e102">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70732e102 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70732e102 "> <p>Customize Application AND View Setup and Configuration </p> <p>OR</p> <p style="margin-bottom:0;">System Administrator </p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d70732e102 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d70732e102 ">Messaging Agent</td> </tr> </tbody> </table> You can also use custom messaging components to share custom Lightning Web Components, custom iMessage extensions, or any URL that opens in a web view.  For example, suppose you want to let customers browse your products without navigating away from Apple Messages. Create a custom messaging component that’s linked to your business’s mobile app. When service reps send the component in a messaging session, customers can click it to open the app within Apple Messages. They can then use the app’s product search to find the product they’re looking for. ## Step 1: Create a Custom Messaging Component To get started, create your custom messaging component on the Messaging Components page in Setup. 1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**. 2. Click **New Component**, and then click **Next**. 3. Click **Custom**, and then click **Next**. 4. Enter a prompt and upload an image to show with the prompt. ![Prompt window of the component setup flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/custom_component.png) 5. Enter a name and description for your component. These values aren’t visible to customers, but service reps see the name in the list of messaging components in the Service Console. Assign an informative name so reps know when to use the component. 6. Click **Done**. The Messaging Component Builder opens. 7. In the Component Formats section, control the way your component appears in Apple Messages for Business channels. Click **Add Format**, select **External Application**, and then click **Done**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Each messaging component is available in one or more formats, such as External Application, and some formats work only in certain channels. For a list of formats that each channel supports, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format. 8. In the left-hand sidebar, click the External Application format type to update its properties. 1. In the App Name Configuration section, select **Literal** and enter the public name of the external app that your component is associated with. 2. In the Prompt Configuration section, provide the text prompt that’s shown with the component. To use the prompt that you entered when you created the component, select **Constant** and select the only available constant. 3. In the Bundle ID Configuration section, select **Literal** and enter the bundle ID of the external app. To find the bundle ID, go to [appstoreconnect.apple.com](https://appstoreconnect.apple.com/login). Select your app and view its information. 4. In the Team ID Configuration section, select **Literal** and enter the team ID associated with your Apple developer account. To find your team ID, log into [developer.apple.com](https://developer.apple.com/) and view your membership details. 5. In the Apple ID Configuration section, select **Literal** and enter the Apple ID associated with the external app. To find the Apple ID, go to [appstoreconnect.apple.com](https://appstoreconnect.apple.com/login). Select your app and view its information. 6. In the Image Configuration section, provide the image shown with your custom component. To use the image that you uploaded when you created the component, select **Constant** and select the only available constant. 7. Optionally, in the Arguments section, add arguments to pass information to the external app. 9. After you’re finished updating the External Application format properties, click **Save**. 10. In the left-hand sidebar, click the Text format type to customize the plain text version of your component, which is used if your preferred format isn’t available or won’t load. 11. When you’re done editing your component, click **Save**. 12. Your component is saved in a draft state. When you're ready to make it available to your support team, click **Activate** at the top of the page. If you ever need to take the component offline—for example, to give you time to reconfigure it—open it in the Messaging Component Builder and click **Deactivate**. When you're ready, activate it again. ## Step 2: Send a Custom Messaging Component in a Messaging Session You can send custom messaging components to customers in enhanced Apple Messages for Business channels.  1. During an active messaging session, click the messaging component action in the messaging window. ![Messaging component action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/component_selector_button.png) 2. Optionally, use the filter at the top to show only custom components. 3. Select the component that you want to share and click **Insert**. A placeholder appears below the message field. No preview of the component is available. 4. Click **Send**. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example The service rep sees: ![Messaging transcript showing custom component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/custom_component_agent.png) The customer sees: ![Apple Messages chat showing custom component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/custom_component_user.png) <!-- document id=cdca8112ee392a2c76b419cb82cde4e8ce9ff680bc4fab2fbd6d2375b4edef7e url=/admin/current/en-us/service/264-0-0/svc_share_fulfillments_with_guest_users.md --> # Share Fulfillments with Guest Users Giving guest users access to fulfillments permits them to execute the catalog items related to that fulfillment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This task applies only to fulfillments based on autolaunched flows or orchestration flows. 1. From Setup, in the Quick Find box, enter Sites, and under Digital Experiences, select **All Sites**. 2. Next to the site you want to access, click **Builder**. 3. In Experience Builder, click Settings and select **General**. 4. Under Guest User Profile, click the profile name. 5. Select **Flow Access**, and then click **Edit**. 6. Add the fulfillment you want to share to the list of flows for this user, and then save your work. #### See Also - [_Salesforce Help_: Configure the Guest User Profile](https://help.salesforce.com/s/articleView?id=platform.rss_config_guest_user_profile.htm&type=5&language=en_US) <!-- document id=134d4a0a3517f22a9e662034a78042c778b9ee156aa362b5bbd1f6097db67b2b url=/admin/current/en-us/service/264-0-0/incident_mgmt_comms.md --> # Share Incident Updates with Broadcast Communications When an incident occurs and teams collaborate to resolve it, share updates with customers at scale with broadcast communications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> After you set up Broadcast Communications, your incident team members can use these broadcast types: - Broadcast Alert Send a disruptive in-app alert about an ongoing incident to a relevant group or queue. Incident teams receive timely notifications, can keep up to date with the incident’s progress, and can attach related cases, right from the Incident Alerts widget. ![Incident Alerts widget highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_broadcast_alert.png) - Broadcast Email Send an email to a contact list view or to case contacts related to an incident with incident updates. Incident teams can easily keep impacted customers in the loop about incident progress and paths to resolution from the incident record. ![Send a Broadcast Email modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_new_broadcast_email.png) - Broadcast Site Banner Share critical customer updates when an incident occurs from your LWR and Aura sites with customizable banners. Incident teams can alert customers about an ongoing incident to deflect cases, share progress updates, and maintain customer trust at scale. ![Banner added to Take-Out help site](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_site_banner_example.png) - Broadcast Slack Message Send incident progress reports to leadership teams and relevant stakeholders in Slack. Incident teams can send a templated message with fields pulled from the incident record to keep internal teams in the loop when an incident occurs. ![Broadcast Slack Message example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_slack_example.png) - **[Set Up Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_broadcast_comms.htm&release=264.0.0&type=5)** To help your team share updates with your customers at scale during an incident, set up Broadcast Communications. - **[Use Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_broadcast_communications_for_incident_management.htm&release=264.0.0&type=5)** Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners. <!-- document id=c62df8ec01c493c822c0f4d7763fd81026972c6c72f0f9e7e836ebf66ee4d738 url=/admin/current/en-us/service/264-0-0/macros_sharing.md --> # Share Macros You can share macros with users, public groups, and more. In Salesforce Classic, you can share individual macros. In Lightning Experience, you share macros using folders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26638e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To enable macro folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To create a macro folder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">Create on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To share a macro folder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">Owner of the folder OR Manage access on the folder</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To manage and share all macro folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">View Setup and Configurations AND Modify All Records on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To view macros in Salesforce Classic:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">Read on macros</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">To share macros in Salesforce Classic:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26638e59 ">Create AND Edit on macros</td> </tr> </tbody> </table> You can also change your org-wide default sharing setting for macros. Or you can limit access by creating sharing rules to specify which groups of users have access to macros. ## Share Macros Using a Folder in Lightning Experience You can share a folder of macros with other users in Lightning Experience. When you share a folder, all items in that folder are shared. Subfolders inherit the root folder’s settings. To get started, select **Share and organize macros in folders** on the Macro Settings page in Setup. Then, we recommend that you: - Move existing macros into folders, and share those folders with your users. - Verify that your macro page layout includes the Folder field. - Review the user experience in the macro utility and macro list view, which both now reflect folders. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Sharing settings on folders override sharing settings on individual items. If you shared macros in Salesforce Classic, those settings are ignored after the **Share and organize macros in folders** setting is enabled and the macro is assigned to a folder. If you decide to disable this setting later, folder sharing is ignored, and individual sharing settings apply. To share a macro, complete these steps. 1. Open macros in your app. In apps with standard navigation, click the **Macros** tab. In apps with console navigation, select **Macros** from the navigation item menu. 2. In the macros folder list view, select **All Folders**, **Created by Me**, or **Shared with Me** to review the folders you have access to. 3. Click the dropdown menu next to a folder in the list, and select **Share**. You can share only the folders that you created or that you have manage access on. You can share only the first-level folders, known as root folders. Subfolders inherit their root folder’s settings. 4. Enter the sharing details. You can share with users, groups, roles, or other groupings using a combination. If a user is given access twice, their higher permission level is granted. For example, a group is added with View access, but a user in the group also has Edit and Manage permissions. In this case, the user receives the Edit and Manage permissions. 5. Click **Share**. The sharing setting is applied to the Who Can Access list. To change an entry’s access level, select a new access level. To delete a Who Can Access entry, click **X** on the entry. 6. When you’re done, close the dialog. You can also use the [Analytics Folder API](https://developer.salesforce.com/docs/atlas.en-us.api_analytics.meta/api_analytics/analytics_api_folders_reference_resource.htm) to create and manage folders. ## Share a Single Macro in Salesforce Classic You can share an individual macro record in Salesforce Classic with other users or groups. 1. Open the Macros widget. 2. Select the macro that you want to share. 3. Click ![Eye icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_icon_details.png). 4. Click **Sharing**. 5. Click **Add**. In the New Sharing page, search for a public group or a user by name. 6. Share the macro by selecting a group or user from the Available list and clicking **Add**. To stop sharing a macro, select a group or user from the Share With list, and click **Remove**. 7. Set the Access Level to either **Read Only** or **Read/Write**. Read Only allows users to view and run the macro. Read/Write allows users to edit, view, and run the macro. If you share a macro and give the user Read/Write access, the user can’t delete that macro. Only you can delete macros that you create. 8. Click **Save**. <!-- document id=b9b3b85ed2136f66abc8644dcef259e3d2e845b6c4cd8b3fac920e3f7121a05b url=/admin/current/en-us/service/264-0-0/quick_text_share.md --> # Share Quick Text You can share quick text with users, public groups, and more. The way you share quick text in Salesforce Classic and Lightning Experience is different. In Salesforce Classic, you can share individual quick text messages. In Lightning Experience, you share quick text using folders. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can also change your org-wide default sharing setting for quick text. Or you can limit access by creating sharing rules to specify which groups of users have access to quick text. ## Share Quick Text Using a Folder (Lightning Experience) Use folders to create unique sets of quick text messages for different business units in your company. For example, create separate folders of quick text for your service and sales divisions, and then share each folder with the users in that division. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35000e89">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">To create a quick text folder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">Create on quick text</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">To share a quick text folder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">Owner of the folder OR Manage access on the folder</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">To manage and share all quick text folders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e89 ">View Setup and Configurations AND Modify All Records on quick text</td> </tr> </tbody> </table> You can create up to four levels of folders to organize quick text: one root folder and up to three subfolders that inherit the root folder’s settings. When a user shares a folder, all messages in the folder are shared. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Sharing settings on folders override sharing settings on individual quick text messages. If you shared a quick text message in Salesforce Classic, that sharing is ignored after folder sharing is turned on and the quick text is assigned to a folder. If folder sharing is turned off later, the individual sharing settings once again apply. 1. Confirm that folder sharing is turned on and visible to users. 1. On the Quick Text Settings page in Setup, select **Share and organize quick text in folders**. This setting lets users see folders in the quick text browser and list view. It also disables the **Share** button on quick text records in Salesforce Classic that belong to a folder. Once you turn it on, we recommend leaving it on. 2. In the Object Manager in Setup, navigate to the Quick Text page layout. If the layout doesn’t include the Folder field, add it. 2. Organize your quick text into folders to be shared with other users. 3. From the App Launcher, select **Quick Text** to open the Quick text tab. 4. In the quick text folder list view, select **All Folders**, **Created by Me**, or **Shared with Me** to review the folders you have access to. 5. Click the dropdown menu next to a folder in the list, and select **Share**. - You can share only the folders that you created or that you have manage access on. - You can share only the first-level folders, known as root folders. Subfolders inherit their root folder’s settings. 6. Enter the sharing details. You can share with users, groups, roles, or other groupings using a combination. If a user is given access twice, their higher permission level is granted. For example, a group is added with View access, but a user in the group also has Edit and Manage permissions. In this case, the user receives the Edit and Manage permissions. 7. Click **Share**. The sharing setting is applied to the Who Can Access list. To change an entry’s access level, select a new access level. To delete a Who Can Access entry, click **X** on the entry. You can also use the [Analytics Folder API](https://developer.salesforce.com/docs/atlas.en-us.api_analytics.meta/api_analytics/analytics_api_folders_reference_resource.htm) to create and manage folders. ## Share a Single Quick Text (Salesforce Classic) You can share an individual quick text record in Salesforce Classic with other users or groups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d35000e293">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e293 ">To view quick text:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e293 ">Read on quick text</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e293 ">To share quick text:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d35000e293 ">Create AND Edit on quick text</td> </tr> </tbody> </table> 1. In Salesforce Classic, open the quick text record that you want to share. 2. Click **Sharing**, then click **Add**. 3. In the New Sharing page, select a group or user from the Available list. 4. Click **Add**. To stop sharing a quick text, select a group or user from the Share With list, and click **Remove**. 5. Set the Access Level to either **Read Only** or **Read/Write**. - Read Only allows users to view and insert the quick text. - Read/Write allows users to edit, view, and insert the quick text. Users with this access can’t delete the shared quick text; only you can delete quick text that you create. 6. Click **Save**. #### See Also - [Design Your Quick Text Strategy](https://help.salesforce.com/s/articleView?id=service.quick_text_strategy.htm&release=264.0.0&type=5 "Before you get started using quick text, run through these planning questions. They help you and your team use quick text effectively to save time.") - [Create Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_sharing_rules_create.htm&type=5&language=en_US) - [Sharing Settings](https://help.salesforce.com/s/articleView?id=platform.managing_the_sharing_model.htm&type=5&language=en_US) <!-- document id=b49f5da9f43b27a61cd1475d5ed03bfb9773ce2a53bd4666a16a97dd7c1e28d5 url=/admin/current/en-us/service/264-0-0/bots_service_external_sharing.md --> # Share Your Intent Model Externally (Beta) You can easily share your intent model with external Einstein.ai orgs. Use shared models to classify intent on other external datasets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51335e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51335e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51335e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> To share your intent model with another org, you need the destination Einstein.ai org ID. Models can only be shared with external Einstein.ai orgs and must have an org ID obtained through signup at [Einstein Platform Services](https://api.einstein.ai/signup). To move an intent model from sandbox to production, move the intent data by using an intent set, and then rebuild the model in the destination org. Learn more at [Import Intent Data to an Einstein Intent Set](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5 "You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Any use of this beta feature is subject to the Beta Services terms at [Agreements and Terms](https://www.salesforce.com/company/legal/agreements.jsp). To share with an external org: 1. In the Bot Builder menu, click **Model Management**. 2. Click the **Model Sharing** tab. 3. Enter a valid Einstein.ai Org ID that you want to share the model to (the destination ID) and click **Share Model**. ![To share your intent model, enter a destination Einstein.ai org ID.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_model_sharing.png) To remove sharing, select the shared model and click **Stop Sharing**. <!-- document id=7de9df858a42cf1822c5da81f78a4d9d0591c6c10ee8a83844ea75d7fdaef4cc url=/admin/current/en-us/service/264-0-0/cti_migrate_shared.md --> # Shared Steps for Open CTI Migration If you're migrating from Open CTI to another Voice solution from Salesforce, complete these steps regardless of your migration path. Before you get started, review [Choose Your Open CTI Migration Path](https://help.salesforce.com/s/articleView?id=service.cti_choose_migration_path.htm&release=264.0.0&type=5 "Understand your options for migrating from Open CTI to a newer Voice solution from Salesforce.") and review the steps specific to your chosen migration path. Depending on the migration path, the connector and telephony backend are installed via a package, AWS account setup, or Salesforce provisioning. Specifically: - Paths 1, 2, and 3 involve the same Salesforce reconfiguration and data model, so all shared steps apply. Every call creates a VoiceCall record, routing happens through Omni-Channel, screen pops run in Omni flows, and post-call automation runs in record-triggered flows. - Path 4 involves a different setup experience and the data model differs, so some shared steps don't apply. ## Step 1: Create a Salesforce Voice Contact Center This step is required for migration paths 1, 2, and 3. It isn't required for Salesforce Voice with Native Telephony (path 4). To configure path 4, use the one-time setup from Salesforce Go that creates a basic contact center, or see [Set Up Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_setup.htm&type=5&language=en_US) for detailed instructions. The Salesforce Voice contact center replaces your Open CTI call center. For a clean migration, create a new contact center. An Open CTI call center includes a CTI Adapter URL. In contrast, a Salesforce Voice contact center has no URL. The connector is loaded as a Lightning component from the installed package, or in the case of native Voice, is built into the Salesforce platform. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If you have a significant number of automations that reference the call center ID, such as flows and Apex, you can convert your Open CTI call center to a Salesforce Voice contact center. However, this approach introduces the risk of misconfiguring reps who were already assigned to the old call center. To convert your call center, use the Metadata API or Salesforce Setup to update the `callCenterType` and `vendorInfoApiName` fields. See your telephony vendor's documentation for the correct field values. 1. From Setup, enter **Contact Centers** into the Quick Find box. 2. Depending on your telephony model, select **Partner Telephony Contact Centers** or **Amazon Contact Centers**. 3. Click **New**. The Create Contact Center wizard opens. 4. Enter a clear name, such as Voice - Your vendor name - Production. Don't assign users to your contact center yet. For detailed instructions based on your telephony model, follow these guides: - Salesforce Voice with Partner Telephony: [Create Your Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_create_cc.htm&type=5&language=en_US) - Salesforce Voice with Amazon Connect: [Create Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&type=5&language=en_US) - Salesforce Voice with Partner Telephony from Amazon Connect: [Create a Partner Amazon Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&type=5&language=en_US) ## Step 2: Configure Omni-Channel for Voice This step is required for migration paths 1, 2, 3, and 4. If you already use Omni-Channel for cases, Messaging, or Enhanced Chat, add a Voice service channel. If you're new to Omni-Channel, [set it up from scratch](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). Create a Voice service channel. 1. From Setup, in the Quick Find box, enter **Service Channels**, then select **Service Channels**. 2. Enter Voice as the label, and select **VoiceCall** as the object. 3. In the channel settings, set the After Conversation Work timeout to match your current ACW policy, if you have one. Create or update a routing configuration. 1. From Setup, in the Quick Find box, enter **Routing Configurations**, then select **Routing Configurations**. 2. Click **New** or edit an existing routing configuration. 3. Select a routing model. For Voice, Most Available is recommended. 4. Enter 1 as the units of capacity. Because Voice is exclusive, one call fully occupies a rep. Create or update an Omni-Channel queue. 1. From Setup, in the Quick Find box, enter **Queues**, then select **Queues**. 2. Click **New** or edit an existing queue. 3. Add **VoiceCall** as a supported object. 4. Assign your routing configuration to the queue. 5. Add reps as queue members, or use public groups to assign members. Create presence statuses. 1. From Setup, in the Quick Find box, enter **Presence Statuses**, then select **Presence Statuses**. 2. Create at least three statuses: Available for Voice, Busy, and Break. 3. Assign the Voice service channel to the **Available for Voice** status. 4. From the **Profiles** page in Setup, assign the new presence statuses to user profiles. In each profile's settings, navigate to **Enabled Service Presences**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip A rep's presence status doesn't automatically update when they accept a call. Reps stay on their selected status, and capacity is consumed via AgentWork. If your team is used to a non-Salesforce platform with an explicit On Call status, plan for this in training. There is no On Call status in Omni-Channel because capacity and presence aren't linked. ## Step 3: Build an Omni-Channel Flow to Replace Screen Pop This step is required for migration paths 1, 2, 3, and 4. In Open CTI, the screen pop is JavaScript built into the Open CTI adapter, and it can't be reused. You can rebuild it declaratively in Flow Builder. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Screen pops don't work with apps that use standard navigation. Screen pops work only if a service rep is accepting work from an app using console navigation, like the Service Console. 1. In Setup, enter **Flows** in the Quick Find box, then select **Flows**. 2. Click **New Flow**, then search for and select **Omni-Channel Flow**. 3. Configure the flow by adding elements and actions. Your flow will be unique to your business logic. Here's a general example: ![An example Omni-Channel flow showing Get Records, Assignment, Decision, and Action elements for routing a call, identifying a contact, and screen popping a case.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/cti/cti-migrate-screenpop-example.png) 4. Save and activate your flow. 5. Assign the flow. 1. For Salesforce Voice with Native Telephony, from Setup, use Quick Find to go to **Communication Channels**. From the **All Channels** tab, select the channel. Edit the channel to update routing details. 2. For all other Voice telephony models, from Setup, use Quick Find to go to **Amazon Contact Centers** or **Partner Telephony Contact Centers**. Select your contact center. In the **Contact Center Channels** section, edit a channel to specify your flow under **Call Routing**. 6. Save your changes. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip If your screen pop logic is complex, try using an AI tool to generate the Flow specification. Then, build the flow in Flow Builder. See also: - [Add a Screen Pop Action to a Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_screen_pop_action.htm&type=5&language=en_US) - [Use Multiple Screen Pop Actions in a Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_multiple_screen_pop_actions.htm&type=5&language=en_US) ## Step 4: Assign Reps and Customize Layouts This step is required for migration paths 1, 2, 3, and 4. Associate your reps to the new Salesforce Voice contact center and retire your Open CTI softphone layouts. For most telephony models, admins assign reps to a contact center through the contact center's member list, not through the Manage Call Center Users page. For Salesforce Voice with Native Telephony, admins assign permission sets only; there's no need to assign reps to a contact center. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important A rep can only belong to one contact center or call center at a time. When you add a rep to the Salesforce Voice contact center, the system automatically removes them from the Open CTI call center. Don't do this until you're ready. Assign reps to the new contact center. This step isn't required for Salesforce Voice with Native Telephony. 1. From Setup, enter **Contact Centers** in the Quick Find box, then select **Partner Telephony Contact Centers** or **Amazon Contact Centers**, depending on your telephony model. 2. Click the name of your contact center. 3. In the **Contact Center Users** section, click **Add**. 4. Select the users to add to this contact center. Assign permission sets to reps. 1. Assign the Salesforce Voice permission sets included with your package. Salesforce-provided Amazon Connect or Partner Telephony packages typically include these permission sets: Salesforce Voice Contact Center Rep, Salesforce Voice Contact Center Rep (Partner Telephony), Salesforce Voice Contact Center Admin, Salesforce Voice Contact Center Admin (Partner Telephony), Salesforce Voice Contact Center Supervisor, and Salesforce Voice Contact Center Supervisor (Partner Telephony). For vendor-specific Partner Telephony packages, check the vendor's installation guide for permission set names. Salesforce Voice with Native Telephony uses a different licensing model with its own permission sets. For names, see [Assign Permission Sets for Agentforce Contact Center](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&type=5&language=en_US). Configure the app and layouts. 1. Add the [Omni-Channel component](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) to the app. The voice softphone panel is embedded in the Omni-Channel component, so there's no separate softphone panel to add. 2. Retire Open CTI softphone layouts. In Salesforce Voice, the call controls, screen pop, and related-records panel are controlled by the Omni-Channel flow and Voice Extension settings in the contact center. Softphone layouts are not used. ## Step 5: Validate Your Setup in a Sandbox This step is required for migration paths 1, 2, 3, and 4. In a sandbox, test these capabilities to catch any errors or misconfigurations. 1. Verify that reps can log into Omni-Channel and set themselves as Available. 2. Verify that an inbound test call triggers a screen pop to the correct contact or account. 3. Verify that reps see **Accept** and **Decline** buttons in the softphone panel. 4. Verify that a call connects, the timer starts, and the hold and mute actions work. 5. Verify that when a call ends, the ACW panel appears and the rep can enter notes. 6. Verify that after the ACW period, a target record such as a case is created with the correct field values. 7. Verify that the resulting VoiceCall record shows the correct duration, status, and `OwnerId`. 8. Verify that a supervisor can see the active call and agent state in the Command Center for Service (formerly Omni Supervisor). 9. Verify that reports on VoiceCall return the expected data. ## Step 6: Monitor Your Contact Center (Days 1–5) This step is required for migration paths 1, 2, 3, and 4. Issues are most likely to reveal themselves in the first few days after launch. Monitor your new contact center daily from these vantage points. 1. Create a report on the VoiceCall object that shows VoiceCalls whose `CreatedDate` = TODAY. - Confirm that the call count matches your expected call volume. - If you see records with `Status = null` or `CallDurationInSeconds = 0` on completed calls, the connector isn't publishing HANGUP correctly. - If you see records with a blank `OwnerId`, the call was never routed to a rep. If more than 5% of VoiceCall records in a day are missing the `OwnerId` or `CallDurationInSeconds`, pause and investigate. 2. In Command Center for Service (formerly Omni Supervisor), monitor rep status transitions in real time. Reps should transition to After Conversation Work, not Offline, after a call ends. 3. Monitor failed Apex jobs on the **Apex Jobs** page in Setup. 4. If your connector uses platform events, check the Event Bus monitor on the **Platform Events** page in Setup. 5. Use the Omni-Channel Status API to query `UserServicePresence` to compare actual versus expected rep statuses. 6. Gather performance feedback from your contact center reps and use this table to diagnose reported issues. | Rep Complaint | Likely Issue | | --- | --- | | "My status went offline by itself after a call." | `enqueueNextState` or `hasPendingStatusChange` isn't configured correctly. | | "The screen didn't pop." | The Omni flow isn't assigned to the voice channel, or the flow has a silent SOQL error. | | "No record was created after the call." | An Omni-Channel flow or record-triggered flow has an error. Check the **Debug Logs** section of your flow settings in Setup. | | "The supervisor can't see my call." | The `voiceCallId` is missing from the CALL\_STARTED event. | ## Step 7: Make a Rollback Plan This is a just-in-case step that applies to migration paths 1, 2, 3, and 4. If something goes wrong when your contact center goes live, you can revert to your Open CTI adapter because it's still installed. Reverting takes 15–30 minutes. During a rollback, no data is lost. You retain any VoiceCall records created during the Salesforce Voice window, as well as associated records (such as cases) created by the Salesforce Voice flow. 1. Remove all reps from the new Salesforce Voice contact center. Reps can only belong to one contact center at a time, so you must complete this step before reassigning them to the Open CTI call center. 1. For Salesforce Voice with Native Telephony, unassign permission sets for Agentforce Contact Center. 2. For other telephony models, from Setup, enter **Contact Centers** in the Quick Find box, then select **Partner Telephony Contact Centers** or **Amazon Contact Centers**, depending on your telephony model. Select your contact center, go to Contact Center Users, and then select and remove users. 2. Add reps back to the Open CTI call center. 1. From Setup, enter **Call Centers** in the Quick Find box, then select **Call Centers**. 2. Click the name of your Open CTI call center. 3. Click **Manage Call Center Users**, then add all agents back. 3. Re-enable your CTI adapter URL if it's disabled. Update the call center definition to point to the original adapter URL. 4. Deactivate Voice routing. 1. From Setup, enter **Routing Configurations** in the Quick Find box, then select **Routing Configurations**. 2. Select your voice routing configuration. 3. Set the status to **Inactive**. 5. Tell your reps to refresh their browser. The Open CTI softphone panel will load on their next login. To avoid the need for a rollback, follow these best practices: - Before cutting over to production, run a parallel period of at least one week in your sandbox with realistic call volume. - Don't schedule your production cutover on a Monday or the first day of a month. A mid-week, mid-month cutover gives you time to roll back without impacting billing or reporting cycles. ## Step 8: Turn Off Open CTI This step is required for migration paths 1, 2, 3, and 4. When your Salesforce Voice contact center goes live, complete these steps to turn off Open CTI. 1. Verify that all reps have been moved from the Open CTI call center to the new contact center. 2. Disable the CTI adapter URL to prevent reps from accidentally loading it. 3. Wait 30 days to verify that no automation depends on your Open CTI package. This includes flows, Apex, or reports referencing its custom objects. When you're confident that ties to the package have been removed, uninstall the package. <!-- document id=313f5b862cb698f3c57f5e0bfdebb768ab7c38aaa3ddfb531d0a580f8f95fbef url=/admin/current/en-us/service/264-0-0/knowledge_sharing_considerations.md --> # Sharing Considerations for Lightning Knowledge Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations. ## How Do Data Categories Fit In? When you switch to standard sharing, data categories are still used for classifying, filtering, and searching for articles. With standard sharing enabled, data categories no longer control access, so check whether you can simplify or remove any data categories. If you previously created groups of data categories primarily to control access, not filter articles, consider whether to remove or deactivate those groups. For example, sharing rules that use the article’s language or record type can replace groups of categories matching the article’s language, region, or record type. ## Article Access with Salesforce Sharing Changing the sharing model requires you to rethink your permissions and access strategy. Instead of data categories assigned to user profiles, standard sharing uses ownership, defaults, and rules to determine who can see and edit articles. ## Sharing and article versions Sharing works at the level of the article version (the Knowledge\_\_kav object) and not the primary article (the Knowledge \_\_ka object). You can configure rules and settings so that a support rep or user can access some versions but not others. In contrast, because category sharing affects the primary article, versions always have the same category-based access as that of the primary version. This difference applies to language-based versions and consecutive versions. For example, changing the value in a record between versions can change the result of a sharing rule and therefore grant or remove access. In addition, a user can view only published articles unless their profile has the permissions to view draft and archived articles. ## Object and app permissions Knowledge object permissions to Create, Read, Edit, and Delete articles, granted via profile permissions, control baseline access. Sharing settings refine access, but they can’t give access to articles the user can’t otherwise view or edit. Currently, object-level View All Records and Modify All Records don’t grant more access. Similarly, app permissions for Knowledge, such as View Draft Articles and View Archived Articles, are enforced regardless of sharing. When the user doesn't have access to the `Knowledge__ka` object, any code involving `Knowledge__kav` throws an error. Before you implement anything related to `Knowledge__kav`, use the Schema `describe` methods to check if the user has access to the `Knowledge__ka` object. For example, `Schema.sObjectType.Knowledge__ka.isAccessible()` [Learn More About Enforcing Object and Field Permissions](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_classes_perms_enforcing.htm) ## Article owners and translations The user who creates a knowledge article is the owner of the primary article and, by default, all versions. The user who submits an article for translation is the owner of the translation version. When your knowledge base contains translations, make sure that your sharing settings provide translators with access to translations and primary-language article versions. For example, if the sharing for a primary-language article is set to Private, it can prevent translators from accessing the primary-language articles. ## Access for article authors Setting the organization-wide default to Public Read Only prevents non-owners from performing authoring actions such as editing or restoring archived articles. Write access granted via sharing is required to use these actions: Edit, Publish, Delete Draft, Assign, Edit as Draft, Archive, Submit for Translation, Restore, and Delete Archived Article. Admin users with Modify All Data permission, which overrides sharing, can still edit articles. ## Fields Available for Sharing Rules You can create rules using custom fields and most standard fields as criteria. But you can’t use the following fields in sharing rules: - Article Type - Assignment Date - Assignment Due Date - Assignment Note - File fields - Is Latest Version - Is Master Language - Publication Status - Translation Completed Date - Translation Exported Date - Version Number The Article Type field differentiates articles in Knowledge for Salesforce Classic, while Lightning Knowledge uses Record Type. ## Limitations The following Sharing features aren’t available for Knowledge. - [Manual sharing](https://help.salesforce.com/articleView?id=granting_access_to_records.htm&language=en_US) - [Apex sharing](https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_bulk_sharing_creating_with_apex.htm) #### See Also - [Sharing Settings](https://help.salesforce.com/s/articleView?id=platform.managing_the_sharing_model.htm&type=5&language=en_US) - [Organization-Wide Sharing Defaults](https://help.salesforce.com/s/articleView?id=platform.security_sharing_owd_about.htm&type=5&language=en_US) - [Sharing Rules](https://help.salesforce.com/s/articleView?id=platform.security_about_sharing_rules.htm&type=5&language=en_US) - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") - [Create Data Categories for Articles, Answers, and Ideas](https://help.salesforce.com/s/articleView?id=service.category_parent_admin.htm&release=264.0.0&type=5 "Data categories are used in Salesforce to organize and control access to groups of information. Data categories are used in Salesforce Knowledge, Ideas, Answers, and Chatter Answers.") <!-- document id=a2938a0738acc71ccca9e6ad57cf97c4e1f261e24cbcdc0c4dcf9340aef72c6f url=/admin/current/en-us/service/264-0-0/es_sharing_enablement_programs_with_employees_for_self_enrollment.md --> # Sharing Enablement Programs with Employees for Self-Enrollment Enable self-enrollment and share an employee enablement program so that employees can self-enroll in the program at their own convenience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See [Share Enablement Programs So Users Can Self-Enroll](https://help.salesforce.com/s/articleView?id=sales.enablement_programs_self_enroll.htm&type=5&language=en_US). <!-- document id=980ef03d9ff810b6d2bb24dd0adc782e816b89c7409a297e5d4b9556cf0edf31 url=/admin/current/en-us/service/264-0-0/knowledge_sharing.md --> # Sharing for Lightning Knowledge Control access to knowledge articles in Lightning Experience with organization-wide defaults, owner role hierarchy-based access, and sharing rules. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Unlike Knowledge in Salesforce Classic, where article sharing is based on data categories, Lightning Knowledge sharing is based on fields within the article. You can create rules to modify access to articles based on most standard and custom fields, including the record type field. For example, allow one group of users to see only FAQs, but let other users see multiple record types like FAQs, product information, and training articles. Or, share articles with a team of reviewers when the Review Status field is “Needs Review”, if you have such a field. - **[Choose the Sharing or Access Model for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_setup.htm&release=264.0.0&type=5)** The standard Salesforce sharing model contrasts with the default for Knowledge, which uses data categories to control access beyond object permissions. When you use standard sharing, data categories no longer control record access. Your knowledge base continues to use data categories to classify articles. Data categories affect searches and queries and can be used as filters. - **[Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&release=264.0.0&type=5)** Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model. <!-- document id=4a7683a370f299ba256304425eb9e70dbd71e7e7906bbe4919698c72a7a0c40e url=/admin/current/en-us/service/264-0-0/fs_shifts_fields.md --> # Shift Fields for Field Service Shifts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Shifts can be used to schedule and dispatch service resources. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92647e75">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d92647e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Background Color</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Color code shifts by adding a background color in hexadecimal format.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Created By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">(Read Only) User who created the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Created Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">(Read Only) Date the time sheet was created.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">End Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">The date and time that the shift ends.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Holiday Shift</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Indicates a shift that overlaps with holiday hours.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Job Profile</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Job profile associated with the shift.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Label</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">The customizable label, or name, for the shift.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Last Modified By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">(Read Only) User who last modified the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Last Modified Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">(Read Only) Date the time sheet was last modified.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Non-Standard</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Marks a shift as non-standard, such as evening or on-call shifts.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Owner Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Shift owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Recordset Filter Criteria</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Recordset filter criteria associated with the shift. Filter criteria can be used to match shift and service territory records against criteria you create.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Service resource associated with the shift.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">Service territory associated with the shift.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Shift Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">(Read Only) The number automatically created for the shift.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Start Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 ">The date and time that the shift starts.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 "> <p>The status of the shift. The picklist includes the following values, which can be customized:</p> <ul> <li>Tentative</li> <li>Published</li> <li>Confirmed</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Status Category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 "> <p>The status of the shift using static values. This field is derived from the Status field using the mapping you define. The picklist includes the following values:</p> <ul> <li>Tentative</li> <li>Published</li> <li>Confirmed</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e75 ">Time Slot Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d92647e78 "> <p>The type of time slot for the shift. This field uses the same values as the Time Slot field in the Operating Hours object. The picklist includes the following values:</p> <ul> <li>Normal</li> <li>Extended</li> </ul> </td> </tr> </tbody> </table> <!-- document id=96cf7d1e71480e50539d622b8747bea55852fd141da31bc2d1b9335f6269f11c url=/admin/current/en-us/service/264-0-0/fs_shift_pattern_fields.md --> # Shift Pattern Fields Shift patterns and shift pattern entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Shift Patterns | Field Name | Description | | --- | --- | | Active | Marks the shift template active. | | Description | Notes or context about the shift template. | | Owner Name | The owner of the shift template. | | Pattern Length | The number of days of the pattern. | | Shift Pattern Name | The name of the shift pattern. | ## Shift Pattern Entries Shift pattern entries link shift templates to the pattern. | Field Name | Description | | --- | --- | | Day Position | Applies the shift template to a specific day within the pattern. | | Name | (Read only) Auto-generated number that identifies the shift pattern entry. | | Shift Pattern | (Read only) The ID of the shift pattern. | | Shift Template | (Read only) The ID of the linked shift template. | <!-- document id=c7bacc52b327624a302f6597eede2aae70db47f6c38d081cbe01ffc167af6f1f url=/admin/current/en-us/service/264-0-0/shift_scheduling_considerations.md --> # Shift Scheduling Considerations and Limits Review considerations and limits for the shift scheduling tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Shift scheduling tools are available with a Shift Scheduling or Workforce Engagement license. Depending on which license you have, keep these considerations and differences in mind. - For Shift Scheduling, assign the Shift Scheduling Planner and Shift Scheduling Agent permission set licenses. - For Workforce Engagement, assign the Workforce Engagement Analyst, Workforce Engagement Planner, and Workforce Engagement Agent permission set licenses. - To map job profiles to Omni-Channel queues, Workforce Engagement planners use the Workforce Engagement Configuration app in Setup. - The Match Queue scheduling rule is available only in Workforce Engagement with an Omni-Channel queue-based routing workflow. If you’re using Shift Scheduling or you’re using a workflow other than Omni-Channel queue-based routing, create a Match Skills scheduling rule to find the right types of support reps for your shifts. - In Workforce Engagement, you can create a capacity plan based on historical workloads. You can then use shift templates and create shifts in bulk from a capacity plan. Shift Scheduling doesn’t include capacity planning. - A planner can define shift segment types in Shift Scheduling and Workforce Engagement. In Shift Scheduling, the adherence threshold and background color fields don’t apply. - How support reps view shift assignments and shift segments depends on whether you’re using Shift Scheduling or Workforce Engagement. - In Shift Scheduling, a support rep sees assigned shifts when they open the Shifts related list on their Service Resource record. Support reps can view shift segments in a related list on the shift. Access requires the Shift Scheduling Agent permission set. - In Workforce Engagement, support reps can view shifts with defined shift segments in Agent Home. Only published shifts are visible. Admins must set up Agent Home and assign support reps the Workforce Engagement Agent permission set. In Workforce Engagement, shift segments also pair with Intraday Management to monitor under- or overstaffing, make real-time adherence updates, and send email notifications to support reps when their schedule changes. - To update shift segments, planners can open a Shift record and modify segments. To update shift segments in Workforce Engagement, they can also use the Intraday Management dashboard. ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d65821e102">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d65821e105">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e102 ">Maximum number of service resources per user</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e105 ">1 per service resource type </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e102 ">Maximum number of service resource preferences</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e105 ">1 per service resource</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e102 "> <p>Maximum number of records for these objects:</p> <p style="margin-bottom:0;">Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e105 ">Platform behavior; 2000 records can be viewed without searching</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e102 ">Maximum number of time slots, service territory members, or time sheet entries</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e105 ">Platform behavior</td> </tr> </tbody> </table> ## Scheduling Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d65821e171">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d65821e174">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of shift segment types</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">200 records</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of shift segments</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">10 shift segment types per shift</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of shifts that can be batch assigned (using Assign)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">200 shifts at once</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of shifts on which Mass Shift Update can assign and update status</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of scheduling rules</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of scheduling constraints</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 "> <p>Maximum number of records per page in these Shift Manager views</p> <ul> <li>View Shifts</li> <li>View Service Territories</li> <li>View Job Profiles</li> <li>View Operating Hours</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">Up to 2000 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum number of Resource Absence records per page in the Shift Manager </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">Up to 300 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e171 ">Maximum historical data in adherence metrics (Workforce Engagement only)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d65821e174 ">Up to the past 365 days</td> </tr> </tbody> </table> <!-- document id=8d205dafb118f8e3f2a69bf90b8546ba170b201f84f0b3b11d907f481d1fe5b7 url=/admin/current/en-us/service/264-0-0/workforce_engagement_shift_sched_limits.md --> # Shift Scheduling Considerations and Limits Review considerations and limits for the shift scheduling tools. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> Shift scheduling tools are available with a Shift Scheduling or Workforce Engagement license. Depending on which license you have, keep these considerations and differences in mind. - For Shift Scheduling, assign the Shift Scheduling Planner and Shift Scheduling Agent permission set licenses. - For Workforce Management, assign the Workforce Engagement Analyst, Workforce Engagement Planner, and Workforce Engagement Agent permission set licenses. - To map job profiles to Omni-Channel queues, Workforce Management planners use the Workforce Management Configuration app in Setup. - The Match Queue scheduling rule is available only in Workforce Management with an Omni-Channel queue-based routing workflow. In Workforce Management, you can create a capacity plan based on historical workloads. You can then use shift templates and create shifts in bulk from a capacity plan. - A planner can define shift segment types in Shift Scheduling and Workforce Management. In Shift Scheduling, the adherence threshold and background color fields don't apply. How support reps view shift assignments and shift segments depends on whether you're using Shift Scheduling or Workforce Management. - In Shift Scheduling, a support rep sees assigned shifts when they open the Shifts related list on their Service Resource record. Support reps can view shift segments in a related list on the shift. Access requires the Shift Scheduling Agent permission set. - In Workforce Management, support reps can view shifts with defined shift segments in Home. Only published shifts are visible. Admins must set up Home and assign support reps to the Workforce Engagement Agent permission set. In Workforce Management, shift segments also pair with Intraday Management to monitor under- or overstaffing, make real-time adherence updates, and send email notifications to support reps when their schedule changes. - To update shift segments, planners can open a Shift record and modify segments. To update shift segments in Workforce Management, they can also use the Intraday Management dashboard. ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36877e102">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36877e105">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e102 ">Maximum number of service resources per user</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e105 ">1 per service resource type</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e102 ">Maximum number of service resource preferences</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e105 ">1 per service resource</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e102 "> <p>Maximum number of records for these objects:</p> <p style="margin-bottom:0;">Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, or scheduling constraints</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e105 ">Platform behavior; 2000 records can be viewed without searching</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e102 ">Maximum number of time slots or service territory members</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e105 ">Platform behavior</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e102 ">Maximum number of service resources per service territory</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e105 ">Up to 2000 service resources per service territory</td> </tr> </tbody> </table> ## Scheduling Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36877e180">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36877e183">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shift segment types</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">200 records</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shift segments</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">10 shift segment types per shift</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shifts loaded per service resource group</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">Will load up to 2000 shifts per 25 service resources within a group</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shifts loaded per job profile group</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">Will load up to 2000 shifts per 25 job profiles within a group</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shifts that can be batch assigned (using Assign)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">200 shifts at once</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of shifts on which Mass Shift Update can assign and update status</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of scheduling rules</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">50</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of scheduling constraints</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">50</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 "> <p>Maximum number of records per page in these Shift Manager views</p> <p>View Shifts</p> <p>View Service Territories</p> <p>View Job Profiles</p> <p style="margin-bottom:0;">View Operating Hours</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">Up to 2000 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum number of Resource Absence records per page in the Shift Manager</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">Up to 300 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e180 ">Maximum historical data in adherence metrics (Workforce Management only)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d36877e183 ">Up to the past 365 days</td> </tr> </tbody> </table> <!-- document id=786137a4095f3d4d0899cee3d3d33063b87e339321082366956e9cfbabb6cb74 url=/admin/current/en-us/service/264-0-0/workforce_engagement_shift_segments.md --> # Shift Segments Shift segments show team leads and support reps a granular breakdown of activities assigned during a shift. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> Planners or team leads can edit shift segments before or during a shift in response to fluctuating service demands. Support reps can view their assigned shift segments in Home in Workforce Management or on the Shift record in a related list. In Workforce Management, shift segments work hand-in-hand with Intraday Management to monitor under- or overstaffing, make real-time adherence updates, and notify support reps when their schedule is changed. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Home and Intraday Management are available only in Workforce Management. Each shift segment represents an activity, such as phone calling, a meeting, or break, with a start and end time during a support rep's shift. Each shift segment represents a specific type of work (chat, email, or phone call); non-work activity (meeting or training); or break (break or lunch). Create shift segments in 5-minute increments and add them to shifts. ## How Support Reps Use Shift Segments Support reps can begin their shift and check segments to see the breakdown of their workday. - In Workforce Management, support reps can see shifts and shift segments in Home. - With Shift Scheduling, support reps can open their Service Resource record, click an assigned shift, and view the Shift Segments related list. ## How Team Leads Use Shift Segments A team lead's experience with shift segments depends on whether you're using Intraday Management in Workforce Management or using Shift Scheduling. | Functionality | With Shift Scheduling or Without Intraday Management | With Intraday Management | | --- | --- | --- | | Assign shifts and shift segments to support reps on the Shifts tab. | X | X | | Update shift segments on the Shifts tab. | X | X | | View staffing levels for the current business day in the Intraday Management dashboard, and adjust shift segments in response to fluctuating demands. |   | X | | View if a support rep is out of adherence with a shift segment in the Intraday Management Dashboard when using an Omni-Channel queue-based routing workflow, and adjust the shift segment in response. |   | X | Planners who use Shift Scheduling or who aren't using Intraday Management in Workforce Management can review and edit shift segments only in a shift's related list. ## Team Management View in Intraday Management Team leads who use Intraday Management in Workforce Management can review and edit shift segments in the Team Management View. By combining shift segments with Intraday Management, you can notify support reps about assignment changes, and they can notify team leads when they're out of adherence. | Functionality | Without Intraday Management | With Intraday Management | | --- | --- | --- | | View assigned shifts and shift segments in Home. | X | X | | Approve or reject shift segment assignments in Home if the admin has applied an approval process and flow. | X | X | | Receive an email when a shift or shift segment is assigned to them or changed. |   | X | | Trigger an out-of-adherence flag to the team lead when using the Omni-Channel widget to set a service presence status. If the status in the widget differs from the service presence status of the support rep's assigned shift segment past a time threshold, the support rep is flagged as out of adherence. |   | X | If your admin has set up an approval process and flow in Workforce Management, a service rep can click a pending shift in Home to approve or reject it. The Approval History page provides both options. - **Preparing to Use Shift Segments** Set up Salesforce to use shift segments in Shift Scheduling or Workforce Management. - **Create a Shift Segment** Each shift segment represents a work activity with a start and end time during a support rep's shift. Assign a shift segment to a support rep to let the support rep know how to spend that time. - **[Preparing to Use Shift Segments](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_prepare_shift_segments.htm&release=264.0.0&type=5)** Set up Salesforce to use shift segments in Shift Scheduling or Workforce Management. - **[Create a Shift Segment](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_shift_segment.htm&release=264.0.0&type=5)** Each shift segment represents a work activity with a start and end time during a support rep's shift. Assign a shift segment to a support rep to let the support rep know how to spend that time. <!-- document id=fbc0effcb8fc0af951bf91a51f6c3aee9c2b52c3cd0bccc2daa0c94ecccd2091 url=/admin/current/en-us/service/264-0-0/hr_svc_shft_swp_subagnt.md --> # Shift Swap Subagent Handles employee requests to swap shifts with coworkers via Deputy, including finding eligible employees for shift swapping and submitting shift swap requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33636e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33636e55 ">To enable agents in Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33636e55 "> <p dir="ltr">Manage AI Agents AND Employee Service: Agentforce</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33636e55 ">To build and manage HR service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33636e55 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Subagent Details This topic contains potentially sensitive actions. To use this topic, customize this action according to your business’s security requirements. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">API Name</td> <td class="slds-cell-wrap" style="vertical-align:top;">ShiftSwap</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Included Agent Actions</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <ul> <li>Get Employees For Shift Swap</li> <li>Swap Shifts</li> </ul> </td> </tr> </tbody> </table> <!-- document id=d5dbc833112d6db3fe874dadc55e479f5650de3b2eab89384a7870329e969e6e url=/admin/current/en-us/service/264-0-0/fs_shift_template_fields.md --> # Shift Template Fields Shift templates have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Shift Templates | Field Name | Description | | --- | --- | | Active | Marks the shift template active. | | Background Color | Color code shifts by adding a background color in hexadecimal format. | | Description | Notes or context about the shift template. | | Duration | The duration in hours of the shift. | | Job Profile | The job profile assigned to the shift. | | Non-Standard | Marks a shift as non-standard, such as evening or on-call shifts. | | Owner Name | The owner of the shift template. | | Shift Template ID | (Read only) The ID of the shift template. | | Shift Template Name | The name of the shift template. | | Start Time | The shift’s start time. | | Time Slot Type | Sets the shift's time slot type, either Normal or Extended. If no time slot type is selected, shifts created from the template are marked Normal. | <!-- document id=5df3f42e2343390337b7752faf033ebcf8e124a05bcb63cb336ac9938ef0f98d url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_ship_hw.md --> # Ship Hardware to Employees Ship hardware to employees by using Fulfillment Orders in IT Hardware Asset Management. Add logistics details and trigger automated asset status updates to maintain a strict chain of custody from the stockroom to the employee. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19231e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19231e74 ">To manage fulfillment orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19231e74 ">Hardware Asset Management - Inventory Manager</td> </tr> </tbody> </table> - Make sure that the sourcing flow has generated a Fulfillment Order (FO). - Make sure you've linked specific serialized Assets to the Fulfillment Order Line Items (FOLI). - Make sure you've completed any dependent configuration Work Orders. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Fulfillment Orders**. 3. Select an active fulfillment order. 4. In the **Fulfillment Orders** related list, select the fulfillment order you're shipping. 5. Change **Status** to **Update Shipment**. - This action pulls destination details from the original Service Request. - The Shipment record updates automatically. 6. In the Shipment record, enter logistics information, such as **Shipping Provider**, **Tracking Number**, and **Tracking URL**. 7. Select **Save**. 8. Select **Mark Fulfillment Sent**. - Asset status automatically transitions from **Reserved** to **In Transit**. - Shipment record updates to **Shipped**. - The employee receives a notification with pickup or tracking instructions. After the employee receives the hardware, mark the Fulfillment Order as **Received** to transition the asset status to **In Use** or **Assigned**. <!-- document id=e7141d831ba1948a96f591089ef03ec6ffc62710fbb36bc7628c6c909e08d45e url=/admin/current/en-us/service/264-0-0/cc_generative_ai_work_summaries.md --> # Show AI-Generated Summaries with Einstein Work Summaries Save service reps time and deliver more efficient and productive service experiences with AI-generated conversation and case summaries. At the end of a conversation between a service rep and a customer, or with a single click from the Case page, Einstein predicts and fills a summary, issue, and resolution. For Enhanced Messaging and Voice Calls, by default summaries are generated automatically and reps review, edit, and save them. Admins can turn on automatic saving to save summaries automatically without service rep review. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See the setup checklist to learn how to add Work Summaries to your service channels and what to expect during your rollout. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22603e61">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22603e64">Where to learn more</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 1. Check your Einstein readiness.</strong> </p> <p style="margin-bottom:0;">See whether you meet the license and edition requirements. If you aren’t sure, contact your Salesforce account executive to get started.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p style="margin-bottom:0;">Salesforce.com: <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/platform/einstein-features-cheat-sheet.pdf" target="_blank">Salesforce Einstein Pricing and Readiness Guide</a></p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 2. Turn on features.</strong> </p> <p style="margin-bottom:0;">To get started with work summaries, turn on Einstein generative AI and Work Summaries.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p> <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US" target="_blank">Enable Einstein Generative AI</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_enable_work_summaries.htm&release=264.0.0&type=5" title="To get started, turn on Work Summaries.">Enable Work Summaries</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 3. Try Work Summaries in Agentforce.</strong> </p> <p>Work Summaries is available in Agentforce through the Summarize Record standard agent action. When a user asks Agentforce to summarize a voice, messaging, or chat record, the Summarize Record action uses the Work Summaries prompt template to generate the summary.</p> <p>To get summaries in Agentforce, first setup and launch Agentforce. Then, turn on the Summarize Record agent action. Finally, give your service reps permission sets so they can use summaries with Agentforce.</p> <p style="margin-bottom:0;">To customize summaries, add your own formatting rules or restrictions to the prompt template that guides Einstein responses in Prompt Builder.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_setup.htm&type=5&language=en_US" target="_blank">Set Up Your Agent</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_summarize_record.htm&type=5&language=en_US" target="_blank">Agentforce Platform: Summarize Record</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&release=264.0.0&type=5" title="Give service reps access to Work Summaries by assigning them the correct permission sets.">Give Service Reps Access to Work Summaries</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US" target="_blank">Prompt Builder</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 4. Select channels to get summaries.</strong> </p> <p style="margin-bottom:0;">Select Enhanced Messaging, Voice, Live Chat, Email channels or even the Case (beta) object to use with Work Summaries. Each channel is set up separately, but you can still use all of them. Then, give your service reps a permission set so they can use summaries.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_show.htm&release=264.0.0&type=5" title="To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving.">Show Work Summaries for Enhanced Messaging</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_show.htm&release=264.0.0&type=5" title="To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving.">Show Work Summaries for Voice</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_chat_parent.htm&release=264.0.0&type=5" title="To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page.">Show Work Summaries for Live Chat</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_email_show.htm&release=264.0.0&type=5" title="Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails.">Show Work Summaries for Email</a> </p> <p><a href="https://help.salesforce.com/s/articleView?id=service.work_summaries_show_case.htm&release=264.0.0&type=5" title="Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case.">Show Work Summaries for Case (Beta)</a></p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries_give_agents_access.htm&release=264.0.0&type=5" title="Give service reps access to Work Summaries by assigning them the correct permission sets.">Give Service Reps Access to Work Summaries</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 5. Get real-time summaries with Conversation Catch-Up.</strong> </p> <p>With Conversation Catch-Up, real-time summaries appear when: </p> <ul> <li>A service rep accepts a transferred voice call or messaging session.</li> <li>A service rep accepts a messaging session from a bot.</li> <li>A supervisor clicks <strong class="uicontrol">Monitor</strong> from the Omni Supervisor dashboard to respond to an escalation or service rep flag raise. </li> </ul> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&release=264.0.0&type=5" title="When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.">Show Service Reps and Supervisors Midconversation Summaries</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 6. Get acquainted with Work Summaries in the console. </strong> </p> <p>For agent, see how service reps can request summaries using natural language in the Einstein panel. </p> <p>For voice, messaging, and chat sessions, see how service reps get and edit summaries. </p> <p style="margin-bottom:0;">For mid conversation summaries, see how supervisors and service reps can use summaries to get up-to-speed on cases. </p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&release=264.0.0&type=5" title="Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component.">Use Work Summaries in the Console</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e61 "> <p> <strong>Step 7. Share insights from your data.</strong> </p> <p style="margin-bottom:0;">Based on data from your Salesforce org, share insights with your team using Einstein Generative AI and Feedback Data reports, and the Audit Trail.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d22603e64 "> <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_feedback_analytics.htm&type=5&language=en_US" target="_blank">Share Insights from Einstein Generative AI Audit Data</a> </td> </tr> </tbody> </table> #### See Also - [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) - [_Trailhead_: Einstein GPT: Quick Look](https://trailhead.salesforce.com/content/learn/modules/einstein-gpt-quick-look) <!-- document id=11d93bc430d0376cce522bc37dd0544e8e62a940ec9c2731415ae85b3f967b32 url=/admin/current/en-us/service/264-0-0/omnichannel_show_offline_agents_in_supervisor.md --> # Show All Offline Service Reps in Command Center for Service Supervisors can monitor service reps and their work in the Agents tab of Command Center for Service. By default, supervisors can view all online service reps. Supervisors can also view offline service reps, if the supervisors have read access on the Service Resource object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d124743e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d124743e55 ">To change the user profile permissions for the Service Resource object:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d124743e55 ">Customize Application</td> </tr> </tbody> </table> An offline service rep is a user with a Service Resource that is set as Active and has a Resource Type of Agent. (See [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&type=5&language=en_US).) As service reps with a Service Resource defined in this way go offline, they show as additional offline service reps. To permit particular supervisors to view offline service reps, set the access at the user profile level. 1. From Setup, enter Profiles in the Quick Find box and select **Profiles**. 2. Select a profile. 3. Click **Edit**. 4. Scroll down to the Standard Object Permissions section. 5. Enable the Read property for the Service Resources object. Command Center for Service checks up to 1,000 records when loading offline service reps. If your organization has more than 1,000 service reps, some offline reps may not be displayed. Supervisors who have visibility on more than 1,000 service reps with associated service resources sometimes see inconsistent numbers of offline service reps. For example, consider this scenario. - A company has 1,500 Salesforce users, and 300 are online. Command Center for Service loads the default 1,000 presumed offline users. - Next, Command Center for Service loads the 300 online users. - Let’s say 200 users of those 1,000 presumed offline users are online. Command Center for Service removes the 200 users from the 1,000 presumed offline users and shows 800 offline users and 300 online users. - If a user comes online, Command Center for Service shows that user as online, as expected. If they’re one of the 800 previously offline users, Command Center for Service now shows 799 offline users. Otherwise it still shows 800 offline users. Setting the access at the user profile level shows all offline service reps to supervisors with the profile. To reduce the set of service reps shown to the service reps that they oversee, create a supervisor configuration. #### See Also - [Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.") - [Service Reps Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_agents_tab.htm&release=264.0.0&type=5 "Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work.") - [Change What Supervisors See in Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5 "Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can specify which service reps, queues, skills, and actions a group of supervisors can see. To give your reps more privacy, hide the service rep timeline from these supervisors. You can set up a separate supervisor configuration for each group of supervisors.") <!-- document id=775fbd8cbf5b5410e936f4edcd23a5162ec22c3e9849d84f2c9445e13e84df34 url=/admin/current/en-us/service/264-0-0/miaw_estimated_wait_time.md --> # Show Customers an Estimated Wait Time in the Chat Conversation Window Automatically tell customers how many minutes they have to wait before being connected to a service rep. Build customer trust by setting expectations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_estimated_wait_time__d151e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_estimated_wait_time__d151e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10747e98">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10747e98 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> Estimated wait time can appear in several scenarios as long as certain conditions are met. Possible scenarios that trigger Estimated Wait Time include: - A customer initiates a messaging session, which is routed directly to a queue or to a flow that routes to a queue or skill, and the session is accepted. - A service rep transfers the session to a flow that routes to a queue or skill, and the transferred session is accepted. - A bot transfers the messaging session to a flow that routes to a queue or skill, and the transferred session is accepted. Conditions that must be met to show Estimated Wait Time include: - You activated Estimated Wait Time. - Service reps accepted at least 1 messaging request in the last 10 minutes for the corresponding queue or set of skills. - To trigger estimated wait time when a customer creates a messaging session, the Routing Type field for your deployment in Messaging Settings must be set to Omni-Queue or Omni-Flow with a selected flow that routes to a queue or skill. This condition isn’t required to trigger estimated wait time when a service rep transfers to a flow that routes to a queue skill, or when a bot transfers to a flow that routes to a queue or skill. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the estimated wait time is less than 1 minute, we round it up to 1 minute. 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. Click the edit button to the right of your deployment, and then select **Edit**. 3. Click **Show estimated wait time**. In Enhanced Chat v2 deployments, the transferring message and estimated wait time alternate every 20 seconds. 4. Save your changes. ![Enhanced Chat v1 window with estimated wait time message](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_estimated_wait_time.png) #### See Also - [_Knowledge Article:_ Estimated Wait Time Calculation When Routing Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=003817179&type=1&language=en_US) <!-- document id=15da70f3f95a672edf58796b456c5f11d20e1e2a2988d34be1d23d5066644447 url=/admin/current/en-us/service/264-0-0/miaw_show_queue_position.md --> # Show Customers Their Queue Position in the Messaging Window Keep customers informed by showing them their real-time position in the queue while they wait to connect with a service rep. Build customer trust by setting expectations and reduce abandoned sessions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_show_queue_position__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_show_queue_position__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Queue Position can appear in several scenarios when the chat session has been routed to a queue but isn’t yet accepted by a service rep. Possible scenarios that trigger Queue Position include: - A customer initiates a messaging session that’s routed directly to a queue or via a flow that routes to a queue, skill, or service rep. - A service rep, bot, or agent transfers the session to another queue. Queue Position isn't shown when: - A conversation is in progress. - Additional service reps join the conversation. - The chat ends or the session becomes inactive. To show the Queue Position, these conditions must be met: - Activate Queue Position in Messaging Settings. - Set the deployment's Routing Type field in Messaging Settings to **Omni-Queue** or **Omni-Flow** with a selected flow that routes to a queue. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Queue Position works only when Enhanced Omni-Channel Routing is enabled in your org. To enable it, from Setup, in the Quick Find box, enter Omni-Channel Settings, and then turn on Enhanced Omni-Channel Routing. To set up Queue Position: 1. From Setup, in the Quick Find box, enter Messaging Settings, and then select **Messaging Settings**. 2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select **Edit**. 3. On the Enhanced Chat settings page, in the Queue Wait Time and Position section, select **Queue Position**. 4. Also, you can customize the queue position message shown to customers. In Enhanced Chat v2 deployments, the transferring message and queue position message alternate every 20 seconds. 1. From Setup, in the Quick Find box, enter Embedded Service, and then select **Embedded Service Deployments**. 2. Click the arrow next to the deployment name and then select **View**. 3. On the Embedded Service Deployments Settings page, click **Set Custom Labels.** 4. Select your primary deployment language, then select **Chat in Progress** for Chat Group, **All** for Label Group, and **System Messages** for Label Type. 5. Enter your message for Custom Label and then click **Finish**. 5. Save your changes. 6. In Embedded Service Deployment Settings, click **Publish** to apply the changes. <!-- document id=e8ed45451a9e1f3f7c12926ae4aa4ea6179adfc393be655e85b74d31714409b4 url=/admin/current/en-us/service/264-0-0/mfs_bulk_status_icon.md --> # Show or Hide the Bulk Status Change Icon for Bundled Service Appointments Control the visibility of the Bulk Status Change icon for bundled Service Appointments in the Field Service mobile app to prevent data sync errors. Using a single action to manage multiple appointments can sometimes lead to synch queue problems if some appointments fail validation. Disabling this icon requires mobile workers to review and update the status of each appointment individually, which helps prevent potential sync issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> To configure this setting, make sure that you have: - Salesforce Field Service installed and configured - The Bundler feature enabled - Admin permissions to modify the Connected App setting in Salesforce Setup Hiding the bulk status change icon for bundled Service Appointments applies globally to all mobile workers that use the Connected App for both iOS and Android. You can’t hide the icon for only a subset of users. If you disable the icon, the mobile worker must manually change the status for every bundled service appointment. There’s no alternative bulk action available in the app. 1. From Setup, in the Quick Find box, search for Connected Apps, and then select **Manage Connected Apps**. 2. Select the Connected App used for the Field Service mobile app (typically named "Salesforce Field Service" or similar). 3. Scroll down to the Custom Attributes section and click **New**. 4. Enter the following for the attribute: 5. Attribute Key: **DISABLE\_BUNDLED\_SA\_EDIT\_BUTTON** 6. Attribute Value: In the text field, enter “true”. Make sure that you wrap the value in quotation marks. 7. Click **Save**. <!-- document id=6b79c3974d1ded7b342429bf238bf2666e6baacd698d9d7fdc8cfdc30051d408 url=/admin/current/en-us/service/264-0-0/messaging_show_read_receipts_typing_indicators.md --> # Show Read Receipts and Typing Indicators in Your Conversations Read receipts and typing indicators enhance the conversational experience in Enhanced WhatsApp channels. They do this by providing real-time visibility into message statuses and service rep activity. While having a conversation, your service reps and customers can use read receipts to confirm if a message is viewed, building trust. Similarly, the typing indicator reassures your customers that their service rep is actively composing a reply, reducing uncertainty and preventing duplicate messages. Together, these features create a more seamless and efficient communication flow for both your customers and service reps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Read receipts and typing indicators are available in Enhanced WhatsApp channels in Professional, Enterprise, Performance, and Unlimited editions with Agentforce Contact Center Digital (Digital Engagement). By default, these features are turned off. 1. From **Setup**, in the **Quick Find** box, enter Messaging Settings, and select **Messaging Settings**. 2. Under the **Messaging Indicators** section, select **Show read receipts** and **Show typing indicator**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you select either of the indicators, both are automatically enabled. This enablement is required for the feature to work as expected. <!-- document id=6d4598b180486a56175507081f7bf2069a08e87780a43373d7200aea555e5dd1 url=/admin/current/en-us/service/264-0-0/generative_ai_enhanced_summaries.md --> # Show Role-Based AI-Generated Summaries with Enhanced Summaries Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> See the checklist to learn how to enable and set up Enhanced Summaries for cases. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d96205e61">Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d96205e64">Where to learn more</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e61 "> <p> <strong>Step 1. Check your Agentforce readiness.</strong> </p> <p style="margin-bottom:0;">See whether you meet the license and edition requirements. If you aren’t sure, contact your Salesforce Account Executive to get started.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e64 "> <p style="margin-bottom:0;">Salesforce.com: <a href="https://www.salesforce.com/content/dam/web/en_us/www/documents/platform/einstein-features-cheat-sheet.pdf" target="_blank">Salesforce Agentforce Pricing and Readiness Guide</a></p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e61 "> <p> <strong>Step 2. Turn on features.</strong> </p> <p style="margin-bottom:0;">To get started with Enhanced Summaries, turn on Einstein Generative AI, Service AI Grounding, and Enhanced Summaries.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e64 "> <p> <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&type=5&language=en_US" target="_blank">Set Up Einstein Generative AI</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&type=5&language=en_US" target="_blank">Turn On Service AI Grounding</a> </p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e61 "> <p> <strong>Step 3. Set up Enhanced Summaries for cases.</strong> </p> <p style="margin-bottom:0;">Set up Case object to use Enhanced Summaries for Case.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e64 "> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&release=264.0.0&type=5" title="Enhanced Summaries for Case creates comprehensive summaries tailored for each role and context, by using data from case fields, comments, email messages, and the case feed. Service reps and supervisors ‌can quickly review case details, reducing manual note-taking, handling time, and after-call work. To generate a case summary, issue, and resolution, turn on and set up Enhanced Summaries for Case.">Set Up Enhanced Summaries for Case</a></p> </td> </tr> <tr class=""> <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e61 "> <p> <strong>Step 6. Get acquainted with case summaries in the console.</strong> </p> <p style="margin-bottom:0;">See how service reps and supervisors can use summaries to get up to speed on cases.</p> </td> <td data-label="Where to learn more" class="slds-cell-wrap" style="vertical-align:top;" headers="d96205e64 "> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.case_summaries_use.htm&release=264.0.0&type=5" title="You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.">Use Case Summaries in the Console</a></p> </td> </tr> </tbody> </table> - **[Set Up Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_set_up.htm&release=264.0.0&type=5)** Follow a few simple steps to create concise summaries and save service teams’ time and increase their efficiency. - **[Use Case Summaries in the Console](https://help.salesforce.com/s/articleView?id=service.case_summaries_use.htm&release=264.0.0&type=5)** You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English. #### See Also - [_Salesforce Help_: Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US) - [_Trailhead_: Einstein GPT: Quick Look](https://trailhead.salesforce.com/content/learn/modules/einstein-gpt-quick-look) - [Use Case Summaries in the Console](https://help.salesforce.com/s/articleView?id=service.case_summaries_use.htm&release=264.0.0&type=5 "You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English.") <!-- document id=f064ab13adc6f68b9f2762580dff4427dc4a945073aa714c64b28f48384886aa url=/admin/current/en-us/service/264-0-0/cc_generative_ai_ccu.md --> # Show Service Reps and Supervisors Midconversation Summaries When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82766e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82766e55 ">To view Conversation Catch-Up summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82766e55 ">View Conversation Catch-Up permission set</td> </tr> </tbody> </table> With Conversation Catch-Up, real-time summaries appear at several key moments. - When a service rep accepts a transferred voice call or messaging session - When a service rep accepts a messaging session from a bot - When a supervisor clicks **Monitor** from the Omni Supervisor dashboard to respond to an escalation or service rep flag raise To use Conversation Catch-Up, first [enable Einstein Generative AI in Setup](https://help.salesforce.com/s/articleView?id=service.cc_service_enable.htm&release=264.0.0&type=5 "To get started, enable Einstein Classification Apps in Setup."). Conversation Catch-Up uses the GPT 4 Omni model. The serving provider depends on your org’s region. In the United States East-1, United States East-2, and United States West-2 regions, GPT 4 Omni is served by Open AI. In all other regions, including the United Kingdom and Europe, GPT 4 Omni is served by Azure Open AI, which is the default provider. For more information, see [Geo-Aware Routing for OpenAI and Azure OpenAI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_platform_geo_aware_routing_openai.htm&type=5&language=en_US). If your org is in a region served by Azure Open AI, make sure that the Azure Open AI provider is enabled for your org. See [Manage Model Provider Access](https://help.salesforce.com/s/articleView?id=ai.generative_ai_model_provider.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If your org is served by Azure Open AI and that provider is disabled, Conversation Catch-Up fails with the error E30064, “The requested provider is disabled for this org: AzureOpenAI,” and no summary is generated. 1. From Setup, in the Quick Find box, enter Work Summaries, and then select **Einstein Work Summaries**. 2. If it’s not already on, turn on **Einstein Work Summaries**. 3. Click the **Conversation Catch-Up** tab. 4. To show conversation summaries to supervisors when they start monitoring a voice call or messaging session, turn on **Supervisor Summaries**. 5. To show conversation summaries to service reps when a voice call or messaging session is transferred to them from another service rep or bot, turn on **Agent Summaries**. ![Work Summaries Setup page, Conversation Catch-Up tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_toggles.png) A conversation must have at least 10 text-based entries before a summary can be generated. These entries don’t include menus from bots, menu selections from the customer, auto-responses, or other rich content that might be sent as part of the conversation. Conversation Catch-Up summaries can be translated if Agent Translation is enabled. When Agent Translation is enabled, the Conversation Catch-Up summary is generated in the transcript language, not in the configured language. Conversation Catch-Up is available in ten languages: Brazilian Portugese, Dutch, English, French, German, Italian, Japanese, Mexican Spanish, Portuguese, Spanish, and Swedish. <!-- document id=2fc7329f05defa4ab4362a771f9fb5a8a1ebbb98c46f0b803e86778c09840ded url=/admin/current/en-us/service/264-0-0/set_up_knowledge_article_summary.md --> # Show Summaries for Knowledge Article Knowledge Article Summary, an Einstein for Service feature, uses generative AI to provide a concise, clear overview of a knowledge article's content. This feature automatically generates and shows the summary on the article's detail page, helping you quickly understand the core content of the article. ### Required Editions Knowledge Article Summary uses the standard Summarize Knowledge Article prompt template to generate summaries. With the correct permissions, you can modify this template in the Prompt Builder to fine-tune the output, including the tone, style, length, AI model, and other variables. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Community, Community Plus, or Agentforce for Service add-on</td></tr></tbody></table> ![Explore prompt builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/explore_propmt_buider.png) ![Knowledge article version Id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_version_.png) - **[Set Up Article Summary in Experience Builder](https://help.salesforce.com/s/articleView?id=service.enable_summaries_in_experience_builder.htm&release=264.0.0&type=5)** Add the Knowledge Article Summary Lightning web component to the Knowledge or Article Detail page in Experience Builder and publish the site to display the AI-generated summaries on your public-facing site. This component is compatible with both Aura and LWR sites. - **[Knowledge Article Summary Limitations and Important Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_summary_limitations_and_important_considerations.htm&release=264.0.0&type=5)** This topic describes the known limitations and important considerations for the Knowledge Article Summary feature. Awareness of these limitations supports proper component behavior and improves the quality of AI-generated summaries. #### See Also - [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US) - [Create a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_build_template.htm&type=5&language=en_US) - [Create a Field Generation Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_create_field_gen_prompt_template.htm&type=5&language=en_US) <!-- document id=5a83cb3c9714f20ae4eb6bb99f20293070abe4bb7d65a730e679f6be0a2f2378 url=/admin/current/en-us/service/264-0-0/omnichannel_show_default_actions_omni_supervisor.md --> # Show the Default Actions on Command Center for Service Tabs To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To show the default actions in Command Center for Service tabs, verify that your org meets these requirements. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.525198938992045%"> <col style="width:73.47480106100795%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140635e58">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140635e61">Requirements</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e58 ">Assign Service Reps </td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e61 ">Assign service reps in the Queues tab to change the service reps or groups assigned to a queue.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e58 ">AWS Dashboard</td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e61 ">Your org requires a license for either Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e58 ">Change Queues</td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e61 "> <ul> <li>Grant supervisors the Manage Queue Memberships user permission, or add it to the supervisor profile.</li> <li>Enable Queues and skills in the supervisor settings under Setup. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills.htm&release=264.0.0&type=5" title="Let supervisors change service reps’ queues and skills to provide faster and better service to your customers.">Enable Supervisors to Change Service Rep Queues and Skills</a>.</li> </ul> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e58 ">Change Skills</td> <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d140635e61 "> <p style="margin-bottom:0;">Enable Queues and skills in the supervisor settings under Setup. See <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_change_queues_skills.htm&release=264.0.0&type=5" title="Let supervisors change service reps’ queues and skills to provide faster and better service to your customers.">Enable Supervisors to Change Service Rep Queues and Skills</a>.</p> </td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip In a supervisor configuration, you can override the default settings for a group of supervisors. You can choose which actions appear on each tab and add custom actions to Command Center for Service tabs as well. #### See Also - [Setting Up Custom Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&release=264.0.0&type=5 "Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.") <!-- document id=e47658ec254506a82e1b9bde9bdcc6f944a86f5822edc1d5d1681d15c048d819 url=/admin/current/en-us/service/264-0-0/miaw_emoji.md --> # Show the Emoji Keyboard in Enhanced Web Chat Choose to allow Enhanced Web Chat customers to send emoji to service reps in messaging conversations. On the Embedded Service Deployment Settings page, turn on the keyboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_emoji__d235e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_emoji__d235e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16167e98">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16167e98 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16167e98 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d16167e98 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16167e98 ">Manage Profiles and Permission Sets</td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. Click the edit button to the right of your deployment, and select **View**. 3. Click **Edit Settings**. 4. Select **Show Emoji Keyboard**, and save your changes. 5. Publish your deployment. <!-- document id=2520d766b5e53b240f6a784cb1f6aeb028a94002253d5dc4c5d81bed4222e5e9 url=/admin/current/en-us/service/264-0-0/miaw_show_visitors_name.md --> # Show Visitor Names in the Conversation Window Help your service reps identify who they’re assisting by showing visitor names in the conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears, with Guest used when no name is available. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_show_visitors_name__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_show_visitors_name__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Display names for authenticated conversations already in progress don’t update when the pre-chat frequency is set to **Every Conversation**. To refresh the display name, update the pre-chat frequency at the Messaging session level. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select **Embedded Service Deployments**. 2. To select the deployment you want to work with, click the arrow next to the deployment name, and then select **View**. 3. On the Embedded Service Deployment Settings page, click **Edit Pre-Chat**. 4. In the Visitor Name section, select up to three pre-chat fields and assign them to the First, Second, and Third Display Name. 5. Save your changes. 6. In Embedded Service Deployment Settings, click **Publish** to apply the changes. #### See Also - [_Salesforce Help:_ Customize the Embedded Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_prechat_form.htm&language=en_US) <!-- document id=3b34a43ad851f3d0c3e2269bbba4f60fa89d38da7a95d9a38243bfe2f11c1034 url=/admin/current/en-us/service/264-0-0/work_summaries_show_case.md --> # Show Work Summaries for Case (Beta) Einstein Work Summaries for Case provides comprehensive summaries using data from case fields, comments, email messages, and case feed. It helps service reps ‌quickly review case details, reducing manual note-taking, handling time, and after-call work. To have Einstein draft a case summary, issue, and resolution, select where you want summaries to appear and activate work summaries for case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Work Summaries for Case (beta) is retired and no longer available. To generate case summaries, use Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which help your service reps work more efficiently. To set up Enhanced Summaries, see [Show Role-Based AI-Generated Summaries with Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&release=264.0.0&type=5 "Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments."). To use Work Summaries for Case, first [set up Service AI Grounding for Case](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US). ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If Personally Identifiable Information (PII) is enabled for relevant fields, the case summary limit is 65,536 tokens. If PII is disabled, the limit is 262,144 tokens. - **[Select Where Case Summaries Appear](https://help.salesforce.com/s/articleView?id=service.work_summaries_case_appear.htm&release=264.0.0&type=5)** Select a destination for summaries on the case page. - **[Customize the Work Summaries for Case Prompt Template](https://help.salesforce.com/s/articleView?id=service.work_summaries_case_prompt_template_customize.htm&release=264.0.0&type=5)** Specify the information Einstein must include or tweak the response voice and tone to get Case summaries that better align with your business needs. Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. <!-- document id=dff0aea567c3f0dbc87de1af05621cb1b44a5a732a5793581bb9cf12c19360ea url=/admin/current/en-us/service/264-0-0/work_summaries_email_show.md --> # Show Work Summaries for Email Have Einstein predict and fill the conversation summaries for case-associated emails, add the Email Summaries component where service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for emails. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d93188e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93188e55 ">To create or edit an Email Summaries prompt template:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93188e55 "> <p>Prompt Template Manager permission set</p> <ul> <li> <p>Manage Prompt Templates</p> </li> <li> <p>Execute Prompt Templates</p> </li> </ul> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d93188e55 ">To use and access Work Summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d93188e55 ">Work Summaries User AND Execute Prompt Templates</td> </tr> </tbody> </table> Work Summaries for Email is available in [Salesforce's fully supported languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&&language=en_US). Email work summaries first attempts to detect the language of an email. If it can’t detect the language of an email, work summaries defaults to displaying the summary in the Service rep’s language. If the Service rep’s language is not a supported language, it displays the summary in English (US). To use this feature, you need Email-to-Case, Einstein Generative AI and Work Summaries enabled. Work Summaries for Email uses the GPT-4o model. You can view the input limits for each model [here](https://developer.salesforce.com/docs/einstein/genai/guide/supported-models.html#context-window). Work Summaries for Email has a token limit of 65,000 tokens per generated response. Emails and conversations larger than the limit can't be summarized: if an email is very large, Salesforce may truncate the input and remove quoted content to maintain the quality of the summaries. In rare cases, this might mean some content is excluded from the summary. 1. **[Add the Einstein Email Summaries Component to a Record Page](https://help.salesforce.com/s/articleView?id=service.work_summaries_email_component.htm&release=264.0.0&type=5)** To let service reps generate and view the email summaries, add the Einstein Email Summaries component to the record page in the console. 2. **[Map Responses to Email Summary Fields](https://help.salesforce.com/s/articleView?id=service.work_summaries_map_email_outputs.htm&release=264.0.0&type=5)** To store Einstein’s responses, map them to fields on the EmailMessage and Case objects. 3. **[Activate Work Summaries for Email](https://help.salesforce.com/s/articleView?id=service.work_summaries_email_activate.htm&release=264.0.0&type=5)** Turn on Work Summaries for Email in your org to access these time-saving summaries. 4. **[Customize Einstein Email Summaries Prompts](https://help.salesforce.com/s/articleView?id=service.work_summaries_edit_prompt.htm&release=264.0.0&type=5)** Work Summaries for Email works out of the box, but you can customize its prompt based on your business needs. <!-- document id=fce96c665df5643e993097c6cd4af2d528b9de8ef8c45c0e57475f58d874831e url=/admin/current/en-us/service/264-0-0/work_summaries_messaging_show.md --> # Show Work Summaries for Enhanced Messaging To have Einstein predict and fill the conversation summaries at the end of a messaging session, create a quick action that stores the generated summary. Then, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for messaging sessions. By default, summaries are generated automatically when a conversation ends, and service reps review and save it. To save summaries automatically without service rep review, turn on automatic saving. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Work Summaries for Enhanced Messaging is available in Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, and Turkish. 1. **[Create a Quick Action to Store the Generated Messaging Session Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_quick_action.htm&release=264.0.0&type=5)** Create a quick action that stores the generated enhanced messaging session summaries in the fields of a Salesforce object. For example, the action stores messaging session summaries in Case object fields. 2. **[Add the Wrap Up Component to the Messaging Session Record Page](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_wrapup_add.htm&release=264.0.0&type=5)** To let service reps generate and view the messaging session summaries, add the Wrap-Up component to the Messaging Session record page in the console. 3. **[Map Outputs to Messaging Session Summary Fields](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_map_output.htm&release=264.0.0&type=5)** To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the MessagingSession object or one of its related objects. You must map these fields before you can activate work summaries for the service channel. 4. **[Activate Work Summaries for Enhanced Messaging Sessions](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_activate.htm&release=264.0.0&type=5)** To enable service reps to generate and store messaging session summaries, activate work summaries for messaging sessions. 5. **[Manage Automatic Generation and Saving of Messaging Session Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_auto_generate.htm&release=264.0.0&type=5)** Work Summaries for Enhanced Messaging generates a summary automatically as soon as the service rep or customer ends a conversation. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries. 6. **[Customize the Work Summaries for Enhanced Messaging Prompt Template](https://help.salesforce.com/s/articleView?id=service.work_summaries_messaging_prompt_template.htm&release=264.0.0&type=5)** Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Messaging Session prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs. <!-- document id=4a3a360b1ad50ed25db7afbff82fc95a7bec249cecc49625bbafb69db394c444 url=/admin/current/en-us/service/264-0-0/cc_generative_ai_chat_parent.md --> # Show Work Summaries for Live Chat To have Einstein predict and fill the case summary, issue, and resolution at the end of a chat, set up case field mapping and add the Wrap Up component to the Live Chat Transcript page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Work Summaries for Live Chat is available in English, French, German, Italian, Japanese, and Spanish. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The legacy chat product is in maintenance-only mode, and we’re no longer building new features. You can continue to use it, but we no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Enhanced Chat. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. - **[Add the Wrap Up Component to the Chat Transcript Page](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_add_summaries_component.htm&release=264.0.0&type=5)** To show service reps summaries, add the Wrap Up component to the chat transcript page. - **[Map Outputs to Summary Fields](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_map_summary_fields.htm&release=264.0.0&type=5)** Select the fields you want to map Einstein generative AI outputs to in the case. <!-- document id=8e6a2ecd9b4493bb1a36e4a817eb547045ef158adfddbc3e37653bf282073ccf url=/admin/current/en-us/service/264-0-0/work_summaries_voice_show.md --> # Show Work Summaries for Voice To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Work Summaries for Voice is available in Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, and Turkish. To get the conversation transcripts for voice call records, you can use the [Get Conversation Transcript Flow action](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_actions_get_conversation_transcript.htm&type=5&language=en_US). This action has a character limit of 56,000 characters to prevent system timeouts and memory issues when processing large transcripts in Flow automation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Voice Call Summaries are generated from call transcripts. If a transcript is unavailable, such as with unanswered outbound calls or when a transcript can't be accessed, the summary may be empty or inaccurate. 1. **[Create a Quick Action to Store the Generated Voice Call Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_quick_action.htm&release=264.0.0&type=5)** Create a quick action that stores the generated voice call summaries in fields of a Salesforce object. For example, the action stores voice call summaries in VoiceCall object fields. 2. **[Add the Wrap Up Component to the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_wrapup_add.htm&release=264.0.0&type=5)** To let service reps generate and view the call summaries, add the Wrap-Up component to the VoiceCall record page in the console. 3. **[Map Outputs to Voice Call Summary Fields](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_map_output.htm&release=264.0.0&type=5)** To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the VoiceCall object or one of its related objects. You must map these fields before you can activate work summaries for the service channel. 4. **[Activate Work Summaries for Voice Calls](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_activate.htm&release=264.0.0&type=5)** To enable service reps to generate and store voice call summaries, activate work summaries for voice calls. 5. **[Manage Automatic Generation and Saving of Voice Call Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_auto_generate.htm&release=264.0.0&type=5)** Work Summaries for Voice Calls generates summaries automatically as soon as the call ends. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries. 6. **[Customize the Work Summaries for Voice Prompt Template](https://help.salesforce.com/s/articleView?id=service.work_summaries_voice_prompt_template.htm&release=264.0.0&type=5)** Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Voice Call prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs. <!-- document id=5c1905cdcefed52dd25bd1de00ff9dee96e9cf49bb851c88642c585098c4d8b7 url=/admin/current/en-us/service/264-0-0/console2_components_multi_ref.md --> # Sidebar Styles for Console Components in Salesforce Classic When administrators add components to page layouts, they choose the sidebar style in which to display the components in a Salesforce Console. The following sidebar styles are available for console components on page layouts. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:27.672955974842772%"> <col style="width:72.32704402515724%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11066e44">Multi-Component Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11066e47">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Multi-Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e44 ">Stack</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e47 "> <p>A content area with multiple frames.</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_component_stack.png" alt="An icon of a custom console component with the stack multi-component type"></span></p> </td> </tr> <tr class=""> <td data-label="Multi-Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e44 ">Tabs</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e47 "> <p>A single content area with a list of multiple panels.</p> <p style="margin-bottom:0;"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_component_tabs.png" alt="An icon of a custom console component with the tabs multi-component type"></span></p> </td> </tr> <tr class=""> <td data-label="Multi-Component Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e44 ">Accordion</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d11066e47 "> <p>A collapsible content area.</p> <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_component_accordion.png" alt="An icon of a custom console component with the accordion multi-component type"></span></p> <p style="margin-bottom:0;">This style is only available for vertical sidebars.</p> </td> </tr> </tbody> </table> #### See Also - [Add Console Components to Page Layouts in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&release=264.0.0&type=5 "After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console.") <!-- document id=b33dbd69d679ad492fefc7104af4dcaf97f0bc59bcd4bf91e61aaeb1b95024a8 url=/admin/current/en-us/service/264-0-0/mfs_beta_signup_ios.md --> # Sign Up for the Field Service Mobile App Beta Program All users of Salesforce Field Service software packages can access our beta builds. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Sign Up for the iOS Beta Program Access beta versions of our Field Service mobile application for iOS via TestFlight. TestFlight is an app that Salesforce uses to share beta versions of the mobile app. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can have only one version of the Field Service mobile app installed on your iOS device at any given time. The beta version of the app replaces the App Store version on your device. To receive notifications when the latest beta versions become available, be sure that you enable push and email notifications for the TestFlight application. 1. Download the [TestFlight](https://testflight.apple.com/) app on your iOS device. 2. On your device, open this [signup link](https://testflight.apple.com/join/QOzwmzqj). 3. Click **Accept**, and then click **Install**. After the beta version of the app is installed, TestFlight notifies you when a new build is available. TestFlight also provides instructions on how to install the new beta version and offers easy ways to provide feedback. ## Sign Up for the Android Beta Program Access beta versions of the Field Service mobile application for Android in the Google Play store. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can have only one version of the Field Service mobile app installed on your Android device at any given time. To switch back to the public version of the app after installing the beta version, uninstall the beta version and then install the public version of the app from Google Play. Although you have to leave the beta program to install the public version, you can always join the beta program again in the future, as needed. 1. Find and select the Field Service mobile application in the Google Play store. 2. Locate the option to become a beta tester, and then click **Join**. Google Play appends (Beta) to the application name and serves the latest beta version when the application loads. <!-- document id=c407c6208d2e0bb181b938643294bbfcdfbe3941cedd46bc03e19ed042a07e27 url=/admin/current/en-us/service/264-0-0/entitlements_simplified_sla_setup_parent.md --> # Simplified SLA Setup: Configure Entitlements and Milestones Configure SLA Management (previously Entitlement Management) with fewer steps with a simplified user interface. The new configuration interface is more intuitive and accessible, reduces implementation efforts, and improves the overall user experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the new setup interface, these are the key changes in terminology: - Entitlement Management is called SLA Management. - Entitlement Processes are called SLA Policies. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select **Entitlement Settings**. 2. Enable **Simplified SLA Setup** and save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Entitlement versioning isn't available in the new setup experience. If you update an SLA policy, the updated version will be the only version that exists. If you still wish to use entitlement versioning, switch back to the older setup experience. - **[SLA Policies](https://help.salesforce.com/s/articleView?id=service.sla_policy_parent.htm&release=264.0.0&type=5)** SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. - **[Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_parent.htm&release=264.0.0&type=5)** Milestones represent required, time-dependent steps in your support process, like first response or case resolution times. Milestones are added to SLA policies to ensure that support reps resolve support records correctly and on time. - **[Automatically Apply Entitlements to Cases and More](https://help.salesforce.com/s/articleView?id=service.auto_mapping_entitlements.htm&release=264.0.0&type=5)** Automatically apply the correct entitlements and consecutively the correct SLA policy to cases, work orders, and incidents based on predefined rules. This reduces manual effort and ensures compliance, improving service rep productivity, and minimizing SLA violations. This feature is available only with the new simplified setup experience. <!-- document id=8f95586c764f22275f667b45ee67a85897ae1e26f8d96609e4293d33face5eff url=/admin/current/en-us/service/264-0-0/fs_skill_fields.md --> # Skill Fields for Field Service Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Skill Skills represent a certification or area of expertise. They are created in Setup. | Field Name | Description | | --- | --- | | Name | The name of the skill. | | Description | The description of the skill. | | Developer Name | The unique name of the skill in the API. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When you create a skill, leave the Assign Users and Assign Profiles sections blank. They are specific to Chat, which also uses skills. ## Service Resource Skill Service resource skills are skills that are assigned to a service resource. They appear in the Skills related list on service resource detail pages. | Field Name | Description | | --- | --- | | End Date | The date when the skill expires. For example, if a resource must be re-certified after six months, the end date would be the date their certification expires. | | Service Resource | The resource who possesses the skill. | | Skill | The skill the resource possesses. | | Skill Level | The resource’s skill level. Skill level can range from zero to 99.99. | | Start Date | The date when the resource gains the skill. For example, if the skill represents a certification, the start date would be the date of certification. | ## Skill Requirement Skill requirements are skills that a service resource needs to complete a task. They appear in the Skill Requirements related list on work type, work order, and work order line item detail pages. | Field Name | Description | | --- | --- | | Related Record | The work order, work order line item, or work type that the skill is required on. | | Skill | The required skill. | | Skill Level | The required skill level. Skill level can range from zero to 99.99. | #### See Also - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&release=264.0.0&type=5 "Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") <!-- document id=acd18de707de06cb1b731d824b06add6935f6539f078ce81b8283deb7149f149 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_skill_level.md --> # Skill Level Service Objective Use the Field Service Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ With the [Match Skills work rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US), you can make sure the scheduling engine matches the skill requirements of an appointment to an eligible service resource. You can also make sure that the service resource is qualified enough in that skill by using skill levels. Service resources whose skill level is lower than the level listed on an appointment’s parent record’s Skill Requirement record aren’t considered candidates. You can go a step further by using the Skill Level service objective to prefer the least or the most qualified service resources, which help you keep the opposite skill proficiency for other activities. In the Skill Level objective, select **Least Qualified** or **Most Qualified** in the Prioritize Resource picklist dropdown. - Least Qualified: Favors the least qualified valid candidate. If multiple service resources meet the skill and the skill level criteria for the service appointment, favor the service resource with the lowest skill level value. For example, if an appointment requires the Drilling skill at level 5, a resource with a Drilling skill level of 7 is favored over a resource with a Drilling skill level of 8. - Most Qualified: Favors the most qualified valid candidate. If multiple service resources meet the skill and the skill level criteria for the service appointment, favor the service resource with the highest skill level value. For example, if an appointment requires the Drilling skill at level 5, a resource with a Drilling skill level of 8 is favored over a resource with a Drilling skill level of 7. If you're using skill types as part of the Match Skill work rule, make sure that the Skill Type Developer Name field is added to the Skill Level service objective page layout. Also make sure that this field is populated with the same values as the corresponding Match Skill work rules. If the Skill Type Developer Name field is empty, the Skill Level service objective applies to all Skills that don't have a Skill Type defined. It doesn’t apply to Skills which have a Skill Type defined. Here are some example scenarios where this preference can be useful. - By preferring to schedule Least Qualified service resources, you can allow lower qualified resources to be scheduled for work that doesn’t need a higher level of expertise. This preference leaves service resources with a higher level of expertise in that skill available for appointments that require a higher proficiency level. - Skilled service resources are usually paid more. So it makes sense to assign them more work to keep them busy, rather than assigning work to resources with a lower level of expertise. This preference can also motivate service resources to get training and upgrade their skills. Another reason to schedule someone with more expertise is to improve first-time fix rates or revisit for repairs by making sure the problem is solved by someone more experienced. ## Considerations - If multiple skill requirements exist for the service appointment, the Skill Level service objective evaluates all skills and calculates an average score. - If a service appointment doesn’t have any skill requirements, the Skill Level service objective has no impact on the scheduling score. - The Match Skills work rule isn’t required in the scheduling policy for the Skill Level service objective to work. It still impacts the scheduling score based on the skill level of the candidate service resources. - A skill level on the service appointment’s skill isn’t required for the Skill Level service objective to work. It still impacts the scheduling score based on the skill level of the candidate service resources. - The Skill Level service objective requires complex calculations that can affect the performance of scheduling actions. Performance must be monitored when you use this objective. ## When You’re Using Enhanced Scheduling and Optimization When you use the Skill Level objective in a policy, the service resource’s skill level is used for the penalty calculation. For example, if two service resources meet the skill and skill level requirements for a service appointment, and they have a matching skill with levels 5 and 8 respectively, 5 and 8 penalty points are assigned to their respective scheduling scores. When the objective uses Least Qualified, the service resource with the lowest penalty points is preferred. The opposite is true when the objective uses Most Qualified. The penalty points are multiplied by the weight of the Skill Level objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation. ## When You’re Not Using Enhanced Scheduling and Optimization The skill levels of the service resources included in the scheduling request are graded on a scale from lowest level to highest. Based on whether the service objective uses Least Qualified or Most Qualified, it calculates a grade for each scheduling option along that scale. The graded value of the schedule is multiplied by the weight of the Skill Level service objective in the scheduling policy to determine the resulting score of the schedule for that appointment. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) - [Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_skill_fields.htm&type=5&language=en_US) - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&type=5&language=en_US) - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&type=5&language=en_US) - [Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US) <!-- document id=d5961761535bd8ed26091957d0f0b7747c28f236d3aa0c871f34bbf6a05480a5 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_skill_preference.md --> # Skill Preference Service Objective Use the Field Service Skill Preference objective to prefer a service resource with a skill that is indicated as a higher priority than others on the work order or work order line item within the same skill type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This objective is supported only when you’re using Enhanced Scheduling and Optimization. With the Match Skills work rule, you can match any skill within a skill type grouping. For example, if you have a set of skills that are related to language, you can set their skill type to Language. A work order or work order line item can have both English and Spanish skills of the type Language, but if you want to select a service resource who has at least one of these skills, you can use the At Least One Skill Matches (OR) setting in the [Match Skills work rule](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US). You use the Skill Preference service objective if a preference exists for one of those skills. For example, if the customer can speak both English and Spanish but prefers to speak in Spanish. If two service resources are available, one with English skills and one with Spanish skills, even though both are eligible candidates, you can set a priority on the Spanish work order or work order line item skill requirement. And, use the Skill Preference service objective to prefer the service resource with Spanish skills. Make sure the Skill Type Developer Name field is added to the Skill Preference service objective page layout. Also, add the Skill Priority field to the Skill Requirement object. The Skill Priority values range from 1 to 10, where 1 is the highest preference and 10 is the lowest. If you enter a value that’s less than 1, the skill priority is set to 1. If you enter a value that’s greater than 10, the skill priority is set to 10. If you don’t enter a value, the skill priority is set to 10. In the Skill Preference service objective, set the Skill Type Developer Name field to the Skill Type of the family of skills specified in the Match Skills work rule set with At Least One Skill Matches (OR). The Skill Preference isn’t relevant to the Match Skills work rules set with All Skills Match (AND), because all skills in that group need to match. When you create a Skill Requirement on a Work Order or Work Order Line Item, you can set a Skill Priority for each Skill Requirement that has the same Skill Type to indicate which skills are preferred over others for that Work Order or Work Order Line Item. ## When You’re Using Enhanced Scheduling and Optimization If priorities are set on the Skill Requirement object, skills belonging to the same Skill Type families are evaluated together. The priority value represents the equivalent penalty points for that scheduling option. The penalty points are multiplied by the weight of the Skill Preference objective in the scheduling policy to determine the resulting score of the schedule for that appointment. When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to show the objective score explanation. ## When You’re Not Using Enhanced Scheduling and Optimization This service objective isn’t supported. #### See Also - [Manage Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&type=5&language=en_US) - [Fine-Tune the Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&type=5&language=en_US) - [Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_skill_fields.htm&type=5&language=en_US) - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&type=5&language=en_US) - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&type=5&language=en_US) - [Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_match_skills.htm&type=5&language=en_US) <!-- document id=fd91e5a1ba1acc32ed6279e2e410bac0ef283a2302f878e85d40978de6c8169d url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_backlog_tab.md --> # Skills Backlog Tab See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Keep an eye on your backlog of unassigned work items using the Skills Backlog Summary view in the Skills Backlog tab. You can see your backlog’s work item types, work item details, skills, priority, work size, and wait times. The Skills Backlog Summary gives you an overview of the pending work items and the skills that are required to address these work items. ![Command Center for Service Skills Backlog Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/skillSummary.png) Skills are assigned to work items by the PendingServiceRouting. If there isn’t a service rep available who possesses the required skills, then the work item is placed in the backlog. You can see whether you need more service reps with certain skills by looking at the skills assigned to the work items in the Skills Backlog. To drill down and see work items that require a specific set of skills, go to the Skills Backlog Summary and select one or more skills in the Skills column. The Skill view shows all pending work items that require any or all of the selected skills. You can see the skills needed and the skill level needed, in addition to the priority, work size, and waiting time for each work item. ![Skills view of Command Center for Service Skills Backlog Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/skillDetail.png) - **[Skills Backlog Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab_fields.htm&release=264.0.0&type=5)** Fields for the Command Center for Service Skills Backlog tab. The Skills Backlog tab is available only in orgs that use skills-based routing for Omni-Channel. <!-- document id=e55656887ebfa04abc74e99757dc34a6487d5b4fd89c64e4b520279cf07914aa url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_backlog_tab_fields.md --> # Skills Backlog Tab Fields Fields for the Command Center for Service Skills Backlog tab. The Skills Backlog tab is available only in orgs that use skills-based routing for Omni-Channel. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Backlog Fields The Backlog tab shows fields that tell you about pending work items that aren’t assigned to a service rep. | Column | Description | | --- | --- | | Type | Salesforce object type for the work, such as Lead, Case, or SOS. | | Details | Information from the assigned compact layout for the object and record type, which provides more context about the work item. | | INTR | A Boolean showing whether the work is interruptible or not. A checkmark indicates interruptible work. | | Skills | The skills assigned to this work item by the PendingServiceRouting. | | Priority | The priority of the work item. | | Work Size | The size of the Omni-Channel work item based on the associated routing configuration. | | Wait Time | The amount of time that the work item has been pending. | | Requested Time | The date and time when the work item entered the backlog. | ## Skills Fields The Skills view in the Skills Backlog tab shows you all of the pending work items that require the same skill. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29661e176">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d29661e179">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Level</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">The skill level required for this work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">The type of work item, such as case or lead.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Details</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">Information from the object’s primary compact layout that provides more context about the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Skills</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 "> <p>The skills assigned to this work item by the PendingServiceRouting.</p> <p style="margin-bottom:0;">The skill level is shown in the parentheses after the skill. For example, Java (2) indicates that you need a service rep who’s familiar with Java but not an expert.</p> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">The priority of the work item.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Work Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">The size of the Omni-Channel work item based on the associated routing configuration.</td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Wait Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">The amount of time that the work item has been pending. </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e176 ">Requested Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d29661e179 ">Date and time when the item was placed in the Omni-Channel-enabled backlog.</td> </tr> </tbody> </table> <!-- document id=f8ef960ba79bac09ce8a231f51abfd0ba5af30b52379795ff34438e78a7c6cd7 url=/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_limitations.md --> # Skills-Based Routing Limitations Before you implement skills-based routing, review its limitations. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> These limitations apply when you use skills-based routing rules or Omni-Channel flows that route to skills. - Skills-based routing isn’t supported for external routing. - Skills-based routing supports Voice Calls with Omni-Channel Unified Routing only. - Skills-based routing doesn’t support estimated wait time. - These types of transfers aren’t supported for chat. - Transfer from a queue to a skill - Transfer from a skill to a queue, unless you’re transferring chats from a Service Chat and Embedded Chat standard channel - Transfer from a skill directly to a user or button #### See Also - [Chat with Customers on Your Website](https://help.salesforce.com/s/articleView?id=service.live_agent_intro.htm&type=5&language=en_US) - [Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5 "Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.") <!-- document id=3ae0c2912c30b0886496a13695a70a77d9757f12e7d67d15df6380a53f7c44c0 url=/admin/current/en-us/service/264-0-0/it_srvcs_sla_example.md --> # SLA Lifecycle in an IT Services Organization (Example) This example shows how an IT admin at Cumulus Bank uses SLA Management to make sure that incidents, problems, and change requests are handled efficiently and according to service-level agreements (SLAs). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Business Challenge Paula is an IT admin and wants to ensure that critical IT issues are addressed promptly and that her team meets service targets for resolving problems and changes. She also wants to provide her team with clear, automated timelines for different IT service records with different priorities and an easy visual way to keep track of these timelines. If the target is breached, she wants certain actions to take place, such as an email being sent to the required stakeholders and team members for escalation. ## Solution She decides to set up SLA Management for Agentforce IT Service with predefined SLA policies for incidents, problems, and changes to provide clear, automated timelines for her IT support team. ## SLA Setup Paula starts by turning on SLA Management and SLA versioning from the simplified setup. She then creates the necessary predefined policies for incidents, problems, and change requests. This simple action sets up industry standard policies, defines the milestones, cancellation criteria, escalation actions, and auto-applies entitlement rules. She also configures the option to manually pause milestones to prevent unfair breaches when IT reps are waiting for external or stakeholder dependencies. ## SLA Lifecycle in Action With the policies and rules in place, here is how the system handles a new IT incident reported by an employee. | Stage | Actions | | --- | --- | | Incident Creation | An employee reports a VPN issue via the self-service portal. Salesforce automatically logs an incident record with a critical priority and assigns it to the Critical Priority Incident queue. | | Incident SLA Policy Entry | The incident enters the Standard Support for Incident SLA policy and is assigned the Acknowledge Within milestone with a 30-minute time target and the Resolve Within milestone with a 2-hour time target based on the record's properties. | | Incident Milestone in Progress | Jake, an IT fulfiller, opens the record, sees the SLA timer has started, and acknowledges the incident. | | Problem Creation | After investigating, Jake finds many employees have reported the same issue. He creates a problem record for the incident. He also associates all similar incidents with it with the help of Agentforce. | | Problem SLA Policy Entry | The problem record enters the Standard Support for Problem SLA policy. The system assigns a Root Cause Completion Time milestone with a 24-hour target for critical priority problems. This is a key metric for measuring Paula's team's performance. | | Pausing Milestones | John, a problem fulfiller, gets assigned the problem and starts work on it. He realizes he needs input from an external vendor to solve the issue. To ensure the SLA timeline is accurately tracked and does not breach due to an external dependency, he manually pauses the milestone. | | Problem Milestone Completion | After John gets the required information, he resumes the timer, updates the problem record, and creates a change request to implement the fix. | | Problem Policy Recalculation and Exit | After each record update, the SLA policy checks for new milestones. The record remains in the policy until the defined exit criteria are met. After John creates the change request to implement the fix, the root cause analysis for the problem is complete which means the exit criteria for Problem SLA policy is met. | | Change Request SLA Policy Entry | The change request record automatically enters the Standard Support for Change Request SLA policy. The system assigns the Acknowledging Change milestone with a 4-hour time target. | | Change Milestone Completion | Sara, a change fulfiller, completes the milestone by updating the status of the change request from New to an in-progress status. | | Change Request and Incident Policy Exit | Change Request policy exits SLA when the status is no longer New. For incident, once the change request is implemented, the status for the incident is resolved, and the incident record exits SLA policy. | ![Active milsetones for an incident record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_sla_example.png) <!-- document id=650947508b1c74280e4e742c0de66d9616de7bdf348bc4bc743a49376f28732d url=/admin/current/en-us/service/264-0-0/it_srvcs_sla.md --> # SLA Management for IT Services Service-level agreements (SLAs) are crucial for defining and managing the support levels you promise your employees. In an IT Services organization, this translates to clear policies and timelines for managing incidents, problems, and change requests. Configure SLA policies and milestones easily with the simplified setup experience that has fewer steps. Make the most of the predefined SLA policies for incidents, problems, and change requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> SLA policies and milestones benefit your IT service delivery in these ways: - Reduced Implementation Effort: IT teams don’t need to build SLA policies from scratch. As the predefined policies align with standard frameworks such as ITIL, you can deploy them quickly and realize immediate value. - Enhanced Productivity and Efficiency: With clear, automated milestone tracking rules built into these predefined policies, IT support reps gain a structured timeline of required steps and their service targets. This clarity helps them prioritize tasks, ensure timely resolution, and minimize SLA breaches, thereby boosting overall productivity. - **[What Are SLA Policies, Entitlements, and Milestones?](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_policies_explainer.htm&release=264.0.0&type=5)** Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records. - **[How Operational Level Agreements and Service Level Agreements Are Used in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_ola_agreements.htm&release=264.0.0&type=5)** Review how service-level agreements (SLAs) and operational level agreements (OLAs) work together in IT Services. - **[Set Up SLAs and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_sla_milestones.htm&release=264.0.0&type=5)** Define service delivery standards for your IT teams. Use a predefined service-level agreement (SLA) policy for quick setup or customize your own policy to match your business needs. Set up the option to manually pause and resume milestone timers and give your support reps more control to accommodate unforeseen delays. - **[Work with SLAs and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_milestones_working.htm&release=264.0.0&type=5)** Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies. <!-- document id=6174bdf09a55bc223b2283eac6f43733b4b010509e83cfac8ec7737b528ea860 url=/admin/current/en-us/service/264-0-0/sla_policy_parent.md --> # SLA Policies SLA Policies (known as entitlement process in the older setup experience) are timelines that include all the steps (or milestones) that your support team must complete to resolve support records like cases or work orders. Each policy includes the logic necessary to determine how to enforce the correct service level for your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Not all entitlements require SLA policies. For example, an entitlement might just state that a customer is eligible for phone support and business hours define phone support to be 24/7. If you need to add more to that definition—for example, if certain people must be emailed after a customer's case goes unresolved for two hours—use an SLA policy. ![Set up an entitlement process](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/sla_policy_setup.png) - **[Set Up SLA Policies](https://help.salesforce.com/s/articleView?id=service.entitlements_process_set_up.htm&release=264.0.0&type=5)** SLA policies are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an SLA policy to apply to entitlements in your Salesforce org. - **[Work with SLA Policies](https://help.salesforce.com/s/articleView?id=service.sla_policy_overview.htm&release=264.0.0&type=5)** SLA policies help you provide a consistent level of support to your customers. Learn how SLA policies work and how to update them. <!-- document id=e3190fe961836b05ab0d5929ebd1094d8cd5828c58ebf98c4292c53d97150a50 url=/admin/current/en-us/service/264-0-0/it_srvcs_change_request_sla.md --> # SLA Policy for Change Request for IT Services The Standard Support for Change Request SLA policy applies to change request records during default business hours, governed by the Change Requests entitlement. This policy takes effect upon change request record creation. The primary focus of this policy is the Acknowledging Change milestone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Action Type | Milestone | SLA Trigger Time | Completion Criteria | Cancellation Criteria | | --- | --- | --- | --- | --- | | Emergency | Acknowledging Change | 4 hours | Status is not New | Change Type is not Emergency | <!-- document id=817562949faed1cf83f38b1af75e2da6719685a8a1203e21182085ef2531d886 url=/admin/current/en-us/service/264-0-0/it_srvcs_incident_sla.md --> # SLA Policy for Incident for IT Services The Standard Support for Incidents SLA policy applies to incident records during business hours, governed by the Incident entitlement. This policy takes effect when the incident record is created and ends when the record status reaches Resolved, Completed, or Closed. The policy includes several key milestones based on the incident's priority. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e77">Priority</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e80">Milestone</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e83">SLA Trigger Time</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e86">Completion Criteria</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d36692e89">Cancellation Criteria</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">Critical</td> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">30 minutes</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not Critical</td> </tr> <tr class=""> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">2 hours</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not Critical</td> </tr> <tr class=""> <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">High</td> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">1 hour</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not High</td> </tr> <tr class=""> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">4 hours</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is not High</td> </tr> <tr class=""> <td data-label="Priority" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d36692e77 ">Other</td> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Acknowledge Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">4 hours</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is High or Critical</td> </tr> <tr class=""> <td data-label="Milestone" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e80 ">Resolve Within</td> <td data-label="SLA Trigger Time" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e83 ">16 hours</td> <td data-label="Completion Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e86 ">Status is Resolved, Completed, or Closed</td> <td data-label="Cancellation Criteria" class="slds-cell-wrap" style="vertical-align:top;" headers="d36692e89 ">Priority is High or Critical</td> </tr> </tbody> </table> <!-- document id=6b2a331808d30c698e89bbf7e3a80469a774770233d22262d569c7ccde84a995 url=/admin/current/en-us/service/264-0-0/it_srvcs_problem_sla.md --> # SLA Policy for Problem for IT Services The Standard Support for Problem SLA policy is linked to standard Problems entitlement and applies to problem records under default business hours, starting upon record creation. The policy primarily focuses on the Root Cause Completion Time milestone, with different targets based on the problem's priority. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> | Priority | Milestone | SLA Trigger Time | Completion Criteria | Cancellation Criteria | | --- | --- | --- | --- | --- | | Critical | Root Cause Completion Time | 24 hours | Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change | Priority is not Critical | | High | Root Cause Completion Time | 48 hours | Status: Fix In Progress, Resolved, Closed, Known Error, Work In Progress, Pending Change | Priority is not High | <!-- document id=3aa9111aea2edc505fe72339512fae121c89c5024eafbea29af6f0167e16cb76 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack.md --> # Slack for IT Services Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Set Up Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5)** Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace. - **[Resolve IT Issues with Slack](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_resolve_issues_example.htm&release=264.0.0&type=5)** With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching. - **[Proactive Notifications in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_proactive_ntfctns.htm&release=264.0.0&type=5)** Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience. - **[Work with Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_work_with_slack.htm&release=264.0.0&type=5)** Empower your IT team and employees to work smarter and faster directly within Slack. By unifying your IT service data and workflows in your primary collaboration tool, reduce friction, eliminate context switching, and provide a single source of truth for all your service operations. <!-- document id=0ca41434fb497c224ed5442147e74dc31971a30fe6827aa6f963e7361fec786f url=/admin/current/en-us/service/264-0-0/knowledge_smart_link_considerations.md --> # Smart Link Considerations Keep these considerations in mind when you use smart links. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Smart links use more characters than what is displayed in the editor. If you see an error that you have surpassed the character limit, have your administrator increase the limit. - Smart links in Experience Cloud sites must use the Article Content component. Smart links don’t resolve properly when using custom components. - In Experience Cloud sites, smart links to archived articles render as plain text because archived articles aren’t available in these sites. - If you don’t select a language, Salesforce returns articles in your org’s default language when you search for an article to link. - For legacy Knowledge subscriptions, smart links are based on the channels they’re in. Therefore, legacy customers can’t add a smart link to an article in another channel. For example, an article on a public knowledge base can’t link to an article published only on internal channels. For new Knowledge customers, every article is part of an internal channel, so this qualification doesn’t apply. <!-- document id=4cd0329b24a9e65363241bb9480dc367b536de8294424b22c4fe983d7ef5613c url=/admin/current/en-us/service/264-0-0/knowledge_custom_field_rta_smartlink.md --> # Smart Links to Salesforce Knowledge Articles Link between articles or embed links to articles in external websites and resources. With smart links, your users always get to the right version because the links are automatically updated based on the article channel, version, and URL name. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d61913e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d61913e56 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d61913e56 "> <p>Manage Articles</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Read and Create on the article type</p> </td> </tr> </tbody> </table> - **[Insert Smart Links into Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_smartlink_lex.htm&release=264.0.0&type=5)** Smart links go to the right article and version, even when a new version is published or the URL name changes. You create smart links in your article’s rich text fields, so rich text fields must be enabled. - **[Create Persistent Links to Lightning Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_article_urls.htm&release=264.0.0&type=5)** You can manually create a permanent link to a Lightning Knowledge article. The link, called a permanent or static link, points to the latest version of an article in the user’s preferred language. You can embed an article link in external sites and documents to provide your users with access to the latest version. - **[Create Smart Links with the Link Tool in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_custom_field_rta_smartlink_manual.htm&release=264.0.0&type=5)** Add a smart link from one Salesforce Knowledge article to another by manually entering the article URL in the rich text editor. #### See Also - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab.") <!-- document id=8320664abe88a87de6f0a6e99b7ab450bf59c4c7996ea37b1879d5af99149267 url=/admin/current/en-us/service/264-0-0/messaging_setup_sms_carrier_filtering.md --> # SMS Carrier Filtering Carrier filtering is the practice where carriers block the delivery of some or all of the messaging from a specific number or business. To provide the best messaging solution for your customers, you must understand how and when carrier filtering occurs in Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_setup_sms_carrier_filtering__d403e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_setup_sms_carrier_filtering__d403e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ## Why is filtering used? The following are some of the main reasons for filtering: 1. To comply with the carrier's policies, or with state, local, or country-specific regulations. Compliance can relate to the message’s content or frequency. 2. To enforce rules and regulations that protect mobile subscribers from unwanted or unsolicited messaging, such as SPAM and messages that are abusive, fraudulent, or of questionable content. 3. To prevent P2P messages from being sent through A2P streams, and to prevent A2P messages from using P2P routes. Incorrect routing can affect the line of business (carrier and subscriber) indicated by number type. 4. To reduce the potential for dissatisfied customers who file complaints, take legal action, seek damages, or switch to another carrier for loss of business. To familiarize yourself with country rules and regulations, refer to [SMS Regulations by Country](https://help.salesforce.com/s/articleView?id=service.messaging_sms_regulations.htm&release=264.0.0&type=5 "Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages."). Because regulations can change, we recommend a legal review of the regulatory bodies that govern the telecommunications systems in the country or territory where you plan to do business. ## How are messages filtered? Filtering techniques can vary from one carrier and country to the next. Filters can be triggered any number of ways, such as from a defined list of terms or from advanced logic with the use of adaptive software systems and machine learning. Carriers can look at content or volume and, through algorithms, use a scoring system that triggers filtering or blocking when a threshold is met. Scoring can be based on a particular time period, message similarity, message frequency, or when content is deemed as possible SPAM or A2P, such as when content contains a URL. Machine learning helps these systems adapt constantly as different messages pass through them. As a result, it can be difficult to determine why or how a message was filtered. Upon request, some carriers provide information verifying that a message was blocked, while others don’t. Some carriers simply report messages as undelivered to protect the analysis and replication of their filtering algorithms. Filtering techniques and practices are proprietary and kept strictly confidential by carriers to ensure that they can’t be reverse-engineered or circumvented. Just as spammers continuously adapt their approach, carriers continuously change their heuristics to protect subscribers from spammers. ## What are some best practices to protect against filtering? Learn the rules and regulations of your target market. And consider periodically validating your use case, phone numbers, and content for any changes that could impact message delivery. Also, you can apply the following best practices no matter the regulatory logic for a particular market. 1. **Provide clear and easy opt-out instructions.** Message recipients can reach out to their carriers for many reasons. For instance, perhaps a recipient believes that they were contacted in error, that it wasn’t clear how to opt out, or that their privacy wasn’t respected. In any of these cases, they can request that the carrier block messages. 2. **Avoid URLs.** If you intend to include a link, relevancy and frequency are important. Particularly problematic are shortened URLs, which have a high potential for getting marked as SPAM. If you plan to include a link, they should be associated with a single web domain owned by the customer. Although a full domain is preferred, a URL shortener may be used to deliver custom links. You should avoid common, public, or shared domain shorteners. For example: Bit.ly, Goo.gl, Tinyurl.com, Tiny.cc, Lc.chat, Is.gd, Soo.gd, S2r.co, Clicky.me, budurl.com, Bc.vc. 3. **Personalize the content.** Using identical messages from the same name is a sure way to get flagged and blocked by filtering algorithms. Identical messages don’t indicate typical P2P behavior. 4. **Limit the amount and ratio of messaging for P2P.** A significant number of messages within a short period of time from the same number isn’t typical human behavior. If there’s an expectation of larger-than-normal personalized messages, using multiple numbers can mitigate the risk. 5. **Understand the messaging hours of operation of the target audience.** Guidelines for allowable business messaging can vary from country to country. If you’re unclear, limit messaging to the expected hours of operation of your target audience, and consider their time zone. 6. **Keep messaging professional and clearly identify the sender.** By identifying the business, you remind the recipient who you are and that they gave you consent to message them. ## What if my messages were incorrectly blocked or filtered? Messages blocked by filtering result in the associated number being added to the carrier’s blocked list. The number is only removed after the carrier’s defined (automated) period of time. Carrier’s don’t unblock the number unless it’s clearly blocked in error, which is difficult to validate due to the proprietary nature of filtering. Long codes blocked for legitimate reasons aren’t eligible for, and Salesforce can’t request, unblocking or adding the number(s) to the allowed list. Short codes are pre-registered with the local carrier for use case approval, which results in pre-approved allowed listing. But this allowed listing is limited to a particular type of pre-approved traffic. ## Verify that messages aren't blocked by each of the major carriers. To confirm filtering, test against all major carriers. We know of instances where one carrier blocks an SMS message, but another provider received the message. For example, in the US, test with AT&T, Verizon, and T-Mobile/Sprint to verify that messages are received on the mobile device. <!-- document id=1747b1bbe549ba155f619a5552e1a745d94d4ce36ad9f2b8b93d87f715bc354c url=/admin/current/en-us/service/264-0-0/messaging_setup_sms_number_type.md --> # SMS Number Types Select the ideal type of phone number for providing customer service over text in Agentforce Service (formerly Service Cloud). Whether you choose a short code, long code, toll-free long code, or a combination depends on your business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_setup_sms_number_type__d982e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_setup_sms_number_type__d982e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). When choosing a number type, consider the following number type limitations, your country’s [messaging regulations](https://help.salesforce.com/apex/HTViewSolution?urlname=Digital-Engagement-SMS-Messaging-Reference-Messaging-Regulations-by-Country-A-F&language=en_US), and the [carrier filtering rules](https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_carrier_filtering.htm&release=264.0.0&type=5 "Carrier filtering is the practice where carriers block the delivery of some or all of the messaging from a specific number or business. To provide the best messaging solution for your customers, you must understand how and when carrier filtering occurs in Agentforce Service (formerly Service Cloud).") that can affect your desired use cases. Salesforce will text-enable numbers on behalf of its customers. Depending on the country, customers can use their existing number or a number provided by Salesforce. ## Supported Number Types <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e144"> </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e146">Standard Long Codes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e149">Toll-Free Long Codes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e152">Short Codes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e155">A2P Long Codes (Salesforce-Provided)</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e159">Mobile/MSISDN (Salesforce-Provided)</th> </tr> </thead> <tbody> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e144 "> <strong>United States</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e146 "> <p>(MMS supported)</p> <p>Inbound-Initiated</p> <p style="margin-bottom:0;">Outbound-Initiated</p> </td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e149 "> <p>(MMS supported)</p> <p>Inbound-Initiated</p> <p>Outbound-Initiated</p> <p style="margin-bottom:0;">Automated Outbound</p> </td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e152 "> <p>(MMS not supported)</p> <p>Inbound-Initiated</p> <p>Outbound-Initiated</p> <p>Automated Outbound</p> <p style="margin-bottom:0;">Campaigns</p> </td> <td data-label="A2P Long Codes (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e155 ">Not Available</td> <td data-label="Mobile/MSISDN (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e159 ">Not Available</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e144 "> <strong>Canada</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e146 "> <p>(MMS supported)</p> <p>Inbound-Initiated</p> <p style="margin-bottom:0;">Outbound-Initiated</p> </td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e149 "> <p>(MMS supported)</p> <p>Inbound-Initiated</p> <p style="margin-bottom:0;">Outbound-Initiated</p> </td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e152 "> <p>(MMS not supported)</p> <p>Inbound-Initiated</p> <p>Outbound-Initiated</p> <p>Automated Outbound</p> <p style="margin-bottom:0;">Campaigns</p> </td> <td data-label="A2P Long Codes (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e155 ">Not Available</td> <td data-label="Mobile/MSISDN (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e159 ">Not Available</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e144 "> <strong>Other Countries</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e146 "> <p style="margin-bottom:0;">Not Available</p> </td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e149 ">Not Available</td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e152 ">Not Available</td> <td data-label="A2P Long Codes (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e155 "> <p>Inbound-Initiated</p> <p>Outbound-Initiated</p> <p>Automated Outbound</p> <p style="margin-bottom:0;">Campaigns</p> </td> <td data-label="Mobile/MSISDN (Salesforce-Provided)" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e159 "> <p>Inbound-Initiated</p> <p>Outbound-Initiated</p> <p style="margin-bottom:0;">Automated Outbound</p> </td> </tr> </tbody> </table> ## Specifications for Supported Number Types <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e359"> </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e361">Standard Long Codes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e364">Toll-Free Long Codes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d143607e367">Short Codes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e359 "> <strong>Format</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e361 "> <p>7–15 digit number</p> <p style="margin-bottom:0;">Standard 10 digit</p> </td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e364 ">1–8XX number</td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e367 ">4–8 digit number</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e359 "> <strong>Throughput</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e361 "> <p>1–2 msgs/sec</p> <p>1:1 message ratio; 3:1 max*</p> <p style="margin-bottom:0;">15K msgs/month max</p> </td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e364 "> <p>10–100 msgs/sec (U.S. only), all other follow Long Code P2P</p> <p style="margin-bottom:0;">Avoid URLs**</p> </td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e367 ">10–500 msgs/sec</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e359 "> <strong>Message Delivery Quality/Trust</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e361 ">Low</td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e364 ">Medium</td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e367 ">High</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e359 "> <strong>Setup Time</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e361 ">Minutes</td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e364 ">Less than 3 days</td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e367 ">Weeks</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e359 "> <strong>Pre-Approval / Regulatory Compliance Requirements</strong> </td> <td data-label="Standard Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e361 ">No</td> <td data-label="Toll-Free Long Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e364 ">No</td> <td data-label="Short Codes" class="slds-cell-wrap" style="vertical-align:top;" headers="d143607e367 ">Yes</td> </tr> </tbody> </table> \* Ratio of outbound to inbound \*\* Avoid URLs: If you intend to include a link, relevancy and frequency are important. Shortened URLs are particularly problematic, as they are likely to be marked as spam. ## Supported Countries These countries and regions are where Agentforce Contact Center Digital and Digital Engagement have an established relationship with an aggregator to support conversational SMS. Click a country to view its specific messaging regulations. - [Australia (AU)](https://help.salesforce.com/s/articleView?id=000380718&language=en_US&type=1) - [Austria (AT)](https://help.salesforce.com/s/articleView?id=000393739&language=en_US&type=1) - [Belgium (BE)](https://help.salesforce.com/s/articleView?id=000380716&language=en_US&type=1) - [Brazil (BR)](https://help.salesforce.com/s/articleView?id=000380714&language=en_US&type=1) - [Canada (CA)](https://help.salesforce.com/s/articleView?id=000380713&language=en_US&type=1) - [Denmark (DK)](https://help.salesforce.com/s/articleView?id=000393740&language=en_US&type=1) - [Finland (FI)](https://help.salesforce.com/s/articleView?id=000393741&language=en_US&type=1) - [France (FR)](https://help.salesforce.com/s/articleView?id=000380719&language=en_US&type=1) - [Germany (DE)](https://help.salesforce.com/s/articleView?id=000380720&language=en_US&type=1) - [Hong Kong (HK)](https://help.salesforce.com/s/articleView?id=000393743&type=1&language=en_US) - [Hungary (HU)](https://help.salesforce.com/s/articleView?id=000393744&language=en_US&type=1) - [Ireland (IE)](https://help.salesforce.com/s/articleView?id=000393747&language=en_US&type=1) - [Malaysia (MY)](https://help.salesforce.com/s/articleView?id=000393749&language=en_US&type=1) - [Norway (NO)](https://help.salesforce.com/s/articleView?id=000393750&language=en_US&type=1) - [Poland (PL)](https://help.salesforce.com/s/articleView?id=000380722&language=en_US&type=1) - [Portugal (PT)](https://help.salesforce.com/s/articleView?id=000393752&language=en_US&type=1) - [Singapore (SG)](https://help.salesforce.com/s/articleView?id=000393753&language=en_US&type=1) - [Spain (ES)](https://help.salesforce.com/s/articleView?id=000393754&language=en_US&type=1) - [Sweden (SE)](https://help.salesforce.com/s/articleView?id=000393755&language=en_US&type=1) - [Switzerland (CH)](https://help.salesforce.com/s/articleView?id=000393756&language=en_US&type=1) - [Taiwan (TW)](https://help.salesforce.com/s/articleView?id=000393757&language=en_US&type=1) - [United Kingdom (UK)](https://help.salesforce.com/s/articleView?id=000380729&language=en_US&type=1) - [United States (US)](https://help.salesforce.com/s/articleView?id=000380723&language=en_US&type=1) <!-- document id=b86e8b16146e8b14aab2fe899e29ca3b52bdfce7531255b5c9454a648b5027fd url=/admin/current/en-us/service/264-0-0/messaging_sms_regulations.md --> # SMS Regulations by Country Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sms_regulations__d255e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sms_regulations__d255e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). You can use most existing US or Canadian numbers for long code SMS channels, or you can request a new in-country long code number from Salesforce. Either way, to create your channel, you must file a case with Salesforce Customer Support. If you request a new long code phone number for SMS, sometimes you’re required to attach country-specific messaging forms to your case. To view your country’s messaging regulations, see [SMS Regulations by Country](https://help.salesforce.com/s/articleView?id=000380712&type=1&language=en_US) (English only). Click your country’s name, and then download the forms attached at the end of each article. If you don’t see an attachment, no form is required. <!-- document id=34337a49313bc87037d90a06ddb3523829466e0ec4b71a29d1407903905a9c5a url=/admin/current/en-us/service/264-0-0/messaging_setup_sms_terminology.md --> # SMS Terminology To make the right decisions when setting up an SMS channel in Agentforce Service (formerly Service Cloud), get to know terms such as P2P, A2P, short codes, long codes, and segmentation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_setup_sms_terminology__d648e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_setup_sms_terminology__d648e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ## Message Types Person-to-Person (P2P) P2P describes conventional two-way SMS or MMS messaging between individuals. P2P messaging is lower-volume. The expectation is for one outbound message to every inbound message, with no more than a 3-to-1 ratio. P2P messages typically use long codes, though this practice can vary by country. Application-to-Person (A2P) A2P generally refers to anything that isn’t considered P2P, including chatbots and automated campaigns. Sometimes A2P messaging is referred to as enterprise or business messaging. A2P messaging has higher expected volumes than P2P and is typically outbound. However, depending on the number, A2P can include two-way conversational messaging. A2P messages typically use short codes (toll-free is available for the U.S. only). Account permissions limit throughput for A2P messages and rate limits apply. ## Message Use Case The message use case is relevant when determining a solution that is right for your company. Inbound A message sent from a customer to your company’s number. Inbound-Initiated A conversation initiated by a customer. Outbound A message sent from your company’s number to a customer. Outbound messages can be initiated by a service rep, sent through a campaign, initiated by a chatbot, and triggered by an application. Outbound-Initiated A conversation initiated by a service rep. Automated Outbound Bulk or outbound messages triggered by an action in Salesforce or with a bot. A Salesforce admin can trigger an outbound message based on a record change in their org. Examples include messages alerting customers of changes to their case or order, messages acknowledging a request for more information from a new lead, and service alerts. Outbound Campaign (Broadcast) A message sent to a list, most commonly used for service-related initiatives. These messages are medium-to-high volume and typically one way, although the product allows outbound messaging to convert to a conversation when a recipient replies to the message. ## Number Types Your company can send messages using several different types of numbers. It's important to understand these terms, particularly because several of them overlap with each other conceptually. For instance, a toll-free number is a type of long code. Long Codes These numbers are standard phone numbers like landlines, mobile numbers, and toll-free numbers that can be different lengths based on the country. Typically, long codes are used for interactive conversations or P2P messaging. A2P Long Code A number used specifically for A2P communication. Short Codes These numbers are shorter than a long code, between 4–8 digits depending on the country of origin. Short codes are only supported in the US and Canada. These codes are used for sending high-volume A2P messages, such as automated campaigns, surveys, and announcements. They can support message volumes of 10–500 messages/second. The specific volume limit is country-specific and doesn’t translate to the platform throughput. Short codes are registered with the local carrier for use case approval. Toll-Free Number A type of long code that uses a toll-free number. Mobile Number (or MSISDN) A phone number used to identify a mobile subscriber. ## Other Terms Short Message Service (SMS) SMS messages are sent over a cellular network and support text content. An SMS message can contain 140 bytes of content. Multimedia Messaging Service (MMS) MMS messages are sent over a cellular network and can be used to send pictures, video, audio, and phone contacts. GSM-7 This type of character encoding requires 7 bits per character. Unicode This type of character encoding is a more flexible and powerful standard than GSM-7. UTF-8 is the most common unicode encoding type. It uses 1 byte for the first 128 characters and up to 4 bytes for other characters. Segmentation If an SMS message is more than 140 bytes, it is segmented into multiple messages. In this case, each segmented message can contain up to 133 bytes. The remaining 7 bytes are used for the header that describes the segment order. Up to six segmented messages can be grouped together. <!-- document id=c0e992c4c3015ee822a5984defa968288d460e420cc8c542007e889ff638e45a url=/admin/current/en-us/service/264-0-0/macros_supported_social_actions.md --> # Social Actions Supported in Macros These actions are available when you click **Select Social Action** in the macro instructions. You can create and run macros to perform these actions on the Social Publisher in the Salesforce Console for Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use these actions, you must have Social Actions enabled in your organization and added as a console component to the case feed page layout. Bulk macros are not supported on Social Actions. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Social Actions Supported in Macros"> <caption>Social Actions Supported in Macros</caption> <colgroup> <col style="width:16.666666666666664%"> <col style="width:66.66666666666666%"> <col style="width:16.666666666666664%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d189441e74">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d189441e77">Description</th> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d189441e80">Supported in Bulk Macros?</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e74 ">Replace Content</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e77 ">Clears the contents of the text field and replaces it with the specified text.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d189441e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e74 ">Insert into Content</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e77 ">Adds the specified text to the text field, but does not delete any existing text already there. The QuickText or Text is inserted at the cursor position.</td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d189441e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e74 ">Set Message Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e77 "> <p>Tells the macro to use the selected message type.</p> <p>Facebook message types:</p> <ul> <li>Post</li> <li>Comment</li> <li>Private</li> </ul> <p>Twitter message types:</p> <ul> <li>Tweet</li> <li>Retweet</li> <li>Reply</li> <li>Direct</li> </ul> </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d189441e80 ">No</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e74 ">Submit Action</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d189441e77 "> <p>Tells the macro to perform these instructions when someone runs this macro. </p> <p style="margin-bottom:0;">A macro that contains a Submit Action instruction is irreversible. You must have the Manage Macros Users Can’t Undo user permission to create, edit, and run macros that contain instructions for performing irreversible actions.</p> </td> <td data-label="Supported in Bulk Macros?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d189441e80 ">No</td> </tr> </tbody> </table> <!-- document id=d1729f5bedb131b7a67be3810cb419c845555d00c060a91e3663d8fbd3240999 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_soft_rsrvtns_prnt.md --> # Soft Reservations Secure inventory for specific demand sources before picking physical devices. Configure soft reservations to track planned usage and decrease available counts in real time. Prevent double-booking without assigning a specific serialized asset. This framework provides granular visibility into your inventory, ensures accurate fulfillment, and prevents over-promising. - **[Soft Reservations in Inventory Allocation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_soft_reserve.htm&release=264.0.0&type=5)** Secure inventory for specific demand sources before picking physical devices off stockroom shelves. Soft reservations immediately decrease the available inventory count by using the **Reserve Any Asset** flow to prevent double-booking without assigning a specific serialized asset. This automated framework provides granular visibility into inventory states, prevents over-promising, and ensures accurate fulfillment while your team prepares physical devices. - **[Set Up Soft Reservations for Inventory](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_setup_soft_rsrv.htm&release=264.0.0&type=5)** Set up soft reservations to reserve inventory for upcoming jobs without immediately deducting stock. Soft reservations help you track planned usage and confirm that items are available when work begins. <!-- document id=67e9c59029bb452007e7faab12fb5e0d68759313be6f84275a90758b8d464fdd url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_soft_reserve.md --> # Soft Reservations in Inventory Allocation Secure inventory for specific demand sources before picking physical devices off stockroom shelves. Soft reservations immediately decrease the available inventory count by using the **Reserve Any Asset** flow to prevent double-booking without assigning a specific serialized asset. This automated framework provides granular visibility into inventory states, prevents over-promising, and ensures accurate fulfillment while your team prepares physical devices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Prevent Double-Booking When an IT fulfiller approves a hardware request, the fulfiller selects **Reserve Any Asset** for a chosen location. Soft reservations immediately decrement a location's available inventory count between the initial request and physical fulfillment. This update prevents other fulfillers from double-booking remaining stock before you pick the physical asset. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note A system can show more assets than the actual available quantity. The **Reserve Any Asset** option creates a soft reservation. This reservation decreases available inventory counts to prevent double-booking without allocating a specific physical asset. To reserve a distinct, individually identified asset immediately, select **Reserve Specific Asset** instead. ## Soft Reservation Lifecycle The soft reservation lifecycle follows these stages: 1. **Sourcing**: Open a service request and review available inventory across stockroom locations. 2. **Soft Reservation**: Select **Reserve Any Asset** for a specific location to trigger a soft reservation instead of selecting a specific serialized asset. 3. **Inventory Update**: The system increments **Quantity Soft Reserved** on the related product item and decrements **Quantity Available**. 4. **Conversion**: Link a specific physical asset to the fulfillment order line item to consume the soft reservation. The asset status updates to **Reserved**, transitioning the inventory to a hard allocation. ## Quantity Available Formula For asset-based inventory locations, the system evaluates underlying data to determine the net inventory available for new requests: Quantity Available = Quantity On Hand - (Quantity Soft Reserved + Quantity Allocated + Quantity Damaged + Quantity On Hold) ## Administrative Constraints To maintain data integrity and a reliable audit trail, soft reservation fields are subject to specific system constraints: - **Read-Only Fields**: For asset-based locations, quantity tracking fields, including **Quantity Soft Reserved**, derive automatically from underlying asset records or fulfillment orders. These fields are read-only to prevent manual inventory inaccuracies. - **Full Allocation**: The system doesn’t support partial allocation for a single order line item. If a location lacks inventory for the entire requested quantity, the system returns an error. - **Automated Reversion**: If you cancel a service request before pickup, the system triggers a deallocation. This process restores the available quantity to the general pool without affecting physical on-hand counts. #### See Also - [Set Up Soft Reservations for Inventory](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_setup_soft_rsrv.htm&release=264.0.0&type=5 "Set up soft reservations to reserve inventory for upcoming jobs without immediately deducting stock. Soft reservations help you track planned usage and confirm that items are available when work begins.") - [Fulfill Hardware Requests Using Soft Reservations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_soft_reserve_task.htm&release=264.0.0&type=5 "Secure inventory for specific demand sources before picking physical devices from the stockroom shelf. Soft reservations proactively prevent double-booking while giving your inventory managers time to physically fulfill the request.") <!-- document id=c6bf22913f8e9cccee99218fd19fe9d9aba9267d20b8ce0775a7a06c06c866ff url=/admin/current/en-us/service/264-0-0/console_lex_custom_utilities_softphone.md --> # Softphones for Lightning Console Apps Softphone utilities let your Lightning console users make calls directly from Salesforce. You can add softphones to your Lightning console apps that use Sales Dialer or Open CTI. Confused about the difference? Open CTI integrates third-party CTI systems with Salesforce. Dialer provides a way to provision numbers and make calls directly from Salesforce. If you already have a telephony system in place, Open CTI is the way to go since it integrates to that existing system. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important Before you add the softphone utility to your Lightning console app, first set up and configure Open CTI or Dialer. Here are a few things to keep in mind when adding the softphone to your Lightning console app: - To see the Dialer option in the list of utilities, your org must have Sales Dialer enabled. - To ensure that console users receive incoming calls before they open the softphone utility, enable Load in background when app opens. - This utility supports pop-out. #### See Also - [Set Up Sales Dialer](https://help.salesforce.com/s/articleView?id=sales.voice_impl_overview.htm&type=5&language=en_US) - [Open CTI Developer Guide: Get Started with Open CTI](https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_intro.htm) - [Add a Utility Bar to Lightning Apps](https://help.salesforce.com/s/articleView?id=platform.apps_lightning_utilities.htm&type=5&language=en_US) <!-- document id=ee0441d06916d78a75a54e45fa87738bb23f30c4c352275f04eedaa4a1837a7c url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_process_software_installation.md --> # Software Installation Process Job Build a product-level view of installed software and license information across discovered hosts. The Software Installation process job creates software and license configuration items and connects software products to their hosts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> ## How Software Installations Are Mapped Discovery creates component-level **Installed On** and **Runs On** relationships between installed software or running software instances and their hosts. The Software Installation process job adds the product-level software catalog and license information. For each discovered Windows host or server that has an operating system name and product key, the job finds or creates the corresponding Software and Software License Key configuration items (CIs). The job associates each Software CI with hosts identified from package inventory, matching operating system names and versions, and software components already associated with the hosts. ## When to Run the Job Run the job after host discovery has collected installed software and operating system product keys. Run it before the Application Dependency Mapping job so that the product-level software catalog is available for dependency mapping. Rerun it regularly to keep software and license inventory current. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## Relationships Created | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | Software to Software License Key | Component Of | A license key applies to a software product. | The job creates the license key from the operating system product key and identifies the software product by operating system name and version. | | Software to Host | Installed On | A software product is installed on a host. | The job identifies the host from package inventory, a matching operating system name and version, or associated software components. | <!-- document id=220fd87b6ab1c4d066987dfc63ea72450ccfea221ab1cd4dcb0d3dcb575d2bea url=/admin/current/en-us/service/264-0-0/customize_category.md --> # Solution Categories Create solution categories so that users can group similar solutions together. Once your solutions are categorized, users can browse for and find solutions by category from the Solutions tab or when solving a case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d6112e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6112e55 ">To create or change solution categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6112e55 ">Manage Categories</td> </tr> </tbody> </table> Customers can also browse solutions by category in public solutions, the Self-Service portal, and the Customer Portal. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. #### See Also - [Get Started with Categories](https://help.salesforce.com/s/articleView?id=service.getting_started_with_categories.htm&release=264.0.0&type=5 "Plan, define, and categorize your solutions.") - [Defining Solution Categories](https://help.salesforce.com/s/articleView?id=service.defining_solution_categories.htm&release=264.0.0&type=5 "Begin by creating your solution categories. The All Solutions category is automatically created for you as the top of your solution hierarchy.") <!-- document id=545f5aba4e49063ade418a1b106cb7c1d56ce547d0252fd5538326e907230222 url=/admin/current/en-us/service/264-0-0/sol_fields.md --> # Solution Fields An alphabetical list of solution fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23962e53">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23962e56">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Created By</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">User who created the solution including creation date and time. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Language</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>The language in which a solution is written. </p> <p style="margin-bottom:0;" id="sol_fields__seetranssol"><a name="sol_fields__seetranssol"><!-- --></a><span>Available for organizations with multilingual solutions enabled.</span></p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Master Solution</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>The solution with which a translated solution is associated and from which its title and details are derived. </p> <p style="margin-bottom:0;">Available for organizations with multilingual solutions enabled.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Master Solution Details</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Detailed description of the master solution from which a translated solution's details are derived. (Read only)</p> <p style="margin-bottom:0;">Available for organizations with multilingual solutions enabled.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Master Solution Title</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Title of the master solution from which a translated solution's title is derived. (Read only)</p> <p style="margin-bottom:0;">Available for organizations with multilingual solutions enabled.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Modified By</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">User who last changed the solution fields, including modification date and time. This does not track changes made to any of the related list items on the solution. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Open Case Detail</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">Link to printable view of the case that was used to create the solution. Displays only if the solution was created when the case was closed. Displays only when editing a solution. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Out of Date</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Checkbox that indicates that a translated solution's title and details may need translating to match the title and details of the master solution with which it is associated.</p> <p style="margin-bottom:0;">Available for organizations with multilingual solutions enabled.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Public</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Indicates the solution is available in the Self-Service Portal and Customer Portal.</p> <p>Before Spring ‘14, this field was called <samp class="parmname">Visible in Self-Service Portal</samp>.</p> <p style="margin-bottom:0;">If digital experiences is enabled in your org, this field specifies whether a solution is visible to external users in Experience Cloud sites.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Solution Details</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Detailed description of the solution. Up to 32 KB of data are allowed. </p> <p style="margin-bottom:0;">Solution details are either displayed in text or HTML, depending on how your organization is set up.</p> <p style="margin-bottom:0;">When the HTML solution detail is displayed in list views and search results, only the first 255 characters are displayed. This number includes HTML tags and images that are removed.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Solution Number</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">Automatically generated identifying number. (Read only) Administrators can modify the format and numbering for this field.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Solution Title</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">Title of the solution describing the customer’s problem or question.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Status</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">Status of the solution, for example, Draft, Reviewed. Entry is selected from a picklist of available values, which are set by an administrator. Each picklist value can have up to 40 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Visible in Public Knowledge Base</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 "> <p>Indicates the solution is a public solution. </p> <p style="margin-bottom:0;"><span id="sol_fields__VisPubKnowFieldNote"><a name="sol_fields__VisPubKnowFieldNote"><!-- --></a>This field only applies to solutions, not articles in the public knowledge base.</span></p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e53 "> <samp class="parmname">Custom Links</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d23962e56 ">Listing of custom links for solutions set up by your administrator.</td> </tr> </tbody> </table> #### See Also - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") - [Display and Select Solutions](https://help.salesforce.com/s/articleView?id=service.sol_display.htm&release=264.0.0&type=5 "Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions.") <!-- document id=0566c99b649043057f0c58c4e371a4a55ff75587fd53342d51c3cdf377b2fe3a url=/admin/current/en-us/service/264-0-0/solution_history.md --> # Solution History The Solution History related list of a solution detail page tracks changes to the solution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the solution, a new entry is added to the Solution History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the solution are not tracked in the solution history. #### See Also - [Track Solutions to Service Issues](https://help.salesforce.com/s/articleView?id=service.sol_def.htm&release=264.0.0&type=5 "A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal.") - [Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5 "An alphabetical list of solution fields.") <!-- document id=c1fa3ef5a0a6ffb4bc35effd3f176d54722537096fcd1ebf3fc83a39b4ec2881 url=/admin/current/en-us/service/264-0-0/faq_solutions.md --> # Solutions FAQ Find answers to frequently asked questions about solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[What is a solution manager?](https://help.salesforce.com/s/articleView?id=service.faq_solutions_what_is_a.htm&release=264.0.0&type=5)** A solution manager can edit, delete, and make solutions visible in the Self-Service Portal and Customer Portal and visible in public solutions. Typically, these individuals are product experts with excellent written communication skills and advanced knowledge in a particular area of your product. To designate one or more users as solution managers, your administrator can assign those users to the Solution Manager profile when creating or editing the users’ personal information. - **[Why are solutions used?](https://help.salesforce.com/s/articleView?id=service.faq_solutions_why_are_solutions.htm&release=264.0.0&type=5)** Solutions provide a quick means to identify and resolve a customer issue. By capturing customer issues and structuring findable, reusable solutions, your customer support team can leverage existing knowledge to provide answers to issues that have been solved previously, increasing customer satisfaction and your team’s productivity. - **[What is the difference between a solution and a FAQ?](https://help.salesforce.com/s/articleView?id=service.faq_solutions_what_is_the_difference.htm&release=264.0.0&type=5)** A FAQ serves mostly as a useful tip for how the product or service is supposed to work. Solutions answer customer questions when the product or service is not working as expected. Because customers’ expectations may not always be accurate, a solution can describe how the product or service is supposed to work (very similar to a FAQ), help troubleshoot a problem, or provide a work-around to a bug or product limitation. - **[What must I look for when I review solutions?](https://help.salesforce.com/s/articleView?id=service.faq_solutions_what_should_i_look.htm&release=264.0.0&type=5)** Solution managers can use these guidelines for structure, language, customer-specific information, technical accuracy, and sensitivity when reviewing solutions. - **[What are the Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes on a solution?](https://help.salesforce.com/s/articleView?id=service.faq_solutions_what_are_the_visible.htm&release=264.0.0&type=5)** The Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes, when selected, indicate that a solution is available for external use on your organization’s Self-Service Portal and Customer Portal and public solutions. Solutions available for external use are regarded as published. <!-- document id=4c1ee24af93e1c6be727d86ded04abacae4f0b0de0b96a5214ec11bd7623654b url=/admin/current/en-us/service/264-0-0/sol_home.md --> # Solutions Home Click the Solutions tab to display the solutions home page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d11588e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">To view Solutions tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">Read on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">To view solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">Read on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">To create solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11588e55 ">Create on solutions</td> </tr> </tbody> </table> - Under **Find Solutions**, enter keywords to search for a solution. If your organization uses categories, optionally select a category in which to search. If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently. - In the **Browse Solutions** section, click a category name to view a list of solutions in that category and its subcategories. - To show a filtered list of items, select a predefined list from the View drop-down list, or click **Create New View** to define your own custom views. To edit or delete any view you created, select it from the View drop-down list and click **Edit**. - In the **Recent Solutions** section, select an item from the drop-down list to display a brief list of the top solutions matching that criteria. From the list, you can click any solution name to go directly to the solution detail. Toggle the **Show 25 items** and **Show 10 items** links to change the number of items that display. The fields you see are determined by the “Solutions Tab” search layout defined by your administrator and by your field-level security settings (available in Professional, Enterprise, Unlimited, Performance, and Developer Editions only). The Recent Solutions choices are: | Recent Solutions Choice | Description | | --- | --- | | **Recently Viewed** | The last ten or twenty-five solutions you viewed, with the most recently viewed solution listed first. This list is derived from your recent items and includes records owned by you and other users. | - In the **Recent Solutions** section, click **New** to create a solution. - Under **Reports**, click any report name to display that report. The Solution List report allows you to report on any solution field. #### See Also - [Track Solutions to Service Issues](https://help.salesforce.com/s/articleView?id=service.sol_def.htm&release=264.0.0&type=5 "A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal.") - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") - [Search for Solutions](https://help.salesforce.com/s/articleView?id=service.sol_search.htm&release=264.0.0&type=5 "You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic") <!-- document id=673c0ab01110babdd7ee1a11b230d7a23f1f824dd5b97a6b4ef537b566c860ea url=/admin/current/en-us/service/264-0-0/cases_intro_close.md --> # Solve and Close Cases Closing a case means that a customer’s issue has been resolved. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Solve Cases](https://help.salesforce.com/s/articleView?id=service.solving_cases.htm&release=264.0.0&type=5)** Find an article or solution that answers the customer’s question. - **[Close Cases](https://help.salesforce.com/s/articleView?id=service.closing_cases.htm&release=264.0.0&type=5)** After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases. - **[Delete Cases](https://help.salesforce.com/s/articleView?id=service.cases_delete.htm&release=264.0.0&type=5)** When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted. - **[Merge Duplicate Cases in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_merge.htm&release=264.0.0&type=5)** Streamline your work by combining duplicate cases. Support reps can merge up to three cases into a single case. Merging takes place on the Cases List View or from the Case Record Home. - **[Enable Suggested Articles to Solve Cases](https://help.salesforce.com/s/articleView?id=service.cases_suggest_articles.htm&release=264.0.0&type=5)** Articles are a great way to solve cases and keep service reps efficient. When customers have the same questions, you can create one article with the answer and attach it each time the question is asked. - **[Send Articles from Cases](https://help.salesforce.com/s/articleView?id=service.cases_send_articles.htm&release=264.0.0&type=5)** Service reps can send articles as PDFs to customers with cases. <!-- document id=989b906db864c10797afd52e3c060776a913ebe27de3318b40bd0c60dbdfd3c5 url=/admin/current/en-us/service/264-0-0/solving_cases.md --> # Solve Cases Find an article or solution that answers the customer’s question. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d62127e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62127e55 ">To solve cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62127e55 "> <p>Edit on cases </p> <p>AND</p> <p style="margin-bottom:0;">Read on solutions</p> </td> </tr> </tbody> </table> 1. View the case. 2. Find an article or find a solution that answers the case's question. 3. Attach the article or solution to the case by clicking **Select** next to a reviewed solution in the list of solutions. Or, click the title of an unreviewed solution and choose **Select** on the solution detail page. 4. Email the solution or article to the contact by clicking **Send Email** in the Activity History related list. 1. Click **Select Template** and choose a template. You or your administrator can create email templates that automatically include the case description, solution detail, solution attachments, and other fields. 2. Fill in the email fields. 3. Click **Send**. 5. Close the case. The emailed solution or article is logged as an activity in the Activity History related list. <!-- document id=67582563dcb30d8bed1927aa96a07977ac0a9d1ddd791ed564528aab05065562 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_sort_filter.md --> # Sort and Filter in Command Center for Service Organize and focus your real-time data in Command Center for Service to effortlessly find the information you need. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Now that we’ve seen what Command Center for Service has to offer, we’ll show you how to optimize all this great data so you can quickly find what you’re looking for. Filter the tables to display particular service reps, queues, work types, capacity percentages, etc. and group that information with sorting. Use filtering to pare down what’s on your screen and get what you need faster. For example, if you want to see information about one particular team of service reps, go to the All Agents view and select just those service reps in the filter. You can apply multiple filters to the same grid, too. Hop seamlessly from a service rep’s open Leads to the Tier One Queue’s open Cases with a Wait Time over 5 minutes. Use sorting to organize columns as ascending or descending. For example, if you want to see which online service reps most recently accepted work, filter the All Agents view to show only service reps with an Online status, and sort the Time Since Last Accept column in ascending order. ![Command Center for Service with sorting and filtering applied](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/agentsummary_filterSortApplied_fixed.png) The online service reps who most recently accepted work are at the top of the screen. The possibilities are as endless as your curiosity. <!-- document id=0909bb61067490df31c2c5988d93afb9f4e253427118b40c28fc84cfea4409a5 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_source_proactive.md --> # Source Hardware by Using Proactive Recommendations Soft-reserve inventory items and create fulfillment orders directly from your service request workflow. Review recommendations generated by AI agents to route hardware efficiently while maintaining oversight. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69282e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69282e72 ">IT Fulfiller:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69282e72 ">Hardware Asset Management, AND Read and Write on Service Requests</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69282e72 ">Inventory Manager:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69282e72 ">Hardware Asset Management, AND Read and Write on Fulfillment Orders</td> </tr> </tbody> </table> When Proactive Assistance is enabled, the agent evaluates inventory and delivery requirements to recommend optimal sourcing paths. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Service Requests**. 3. Select an approved hardware service request. 4. Find the **Proactive Assistance** card. 5. Review the hardware sourcing recommendations from the agent. 6. Select **Apply Recommendation**. <!-- document id=dcc5f20e92fb5b76e2467ec4b96e9fb70d5777ee061f4da793821e0555cd1573 url=/admin/current/en-us/service/264-0-0/bots_service_intent_sets.md --> # Source New Utterances with Intent Sets You can use Einstein Intent Sets to add many utterances to intents at one time. Intent sets can be shared across orgs to quickly assign utterances to intents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d50367e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50367e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50367e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d50367e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d50367e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> You can create intent sets, or find them on the AppExchange. To create your own Intent Set, visit [Import Intent Data to an Einstein Intent Set](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5 "You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs."). The total number of utterances attached to an intent includes the utterances from your intent set and any manually added utterances. 1. Navigate to the Bot Builder, and select which dialog is the destination for the intent data. 2. In the Intent Sets section, click **Add Intent.** ![An image of the intent data for a dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_manual.png) 3. Select your intent from the list, and click **Save**. To visualize the accuracy of your intent model, you can use the [Einstein Intent Assessor](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G5qvaUAB) AppExchange tool. <!-- document id=98793f72407d43cf7f7c421461c12f527d1c097be05c9c0107b79e3aca815cf4 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_source_hw.md --> # Source Requested Hardware Source requested hardware items from inventory locations to fulfill employee requests and maintain accurate inventory records. Reserve assets to secure stock and prevent double-booking while warehouse teams pick devices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Before you pick devices, review and resolve fulfillment dependencies, such as product transfers or procurement requests. - **[Fulfillment Orders and Fulfillment Order Line Items](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_orders.htm&release=264.0.0&type=5)** Manage delivering devices to employees and track inventory movement with fulfillment orders and fulfillment order line items. These entities group requested products by source location and maintain an audit trail for the fulfillment lifecycle. - **[Hardware Sourcing with IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_hw_sourcing.htm&release=264.0.0&type=5)** Simplify fulfillment by integrating automated asset recommendations directly into service request workflows. Select between zero-touch automated sourcing or manual review before creating an order. - **[Fulfill Hardware Requests](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_fulfill_hw.htm&release=264.0.0&type=5)** Sourcing items from stockrooms and deploying them to employees tracks fulfillments cleanly. This process uses fulfillment orders to group multiple products from the same location. Combining shipments reduces delivery fees and streamlines inventory auditing. - **[Fulfill Hardware Requests Using Soft Reservations](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_soft_reserve_task.htm&release=264.0.0&type=5)** Secure inventory for specific demand sources before picking physical devices from the stockroom shelf. Soft reservations proactively prevent double-booking while giving your inventory managers time to physically fulfill the request. - **[Verify Hardware Fulfillment Dependencies](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_verify_fulfil.htm&release=264.0.0&type=5)** Verify logistical requirements for a fulfillment order line item to confirm that items are in stock and ready to pick. Make sure that internal transfers and external procurement batches are complete before physically gathering devices. <!-- document id=56cee737524161fcdb6901f00150d1a9e546e81a6b02fdbdbc854362cc696c6a url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_sourcing_agent_con.md --> # Sourcing Agent Fulfill hardware requests efficiently and optimize stock utilization with the Sourcing Agent. This AI agent autonomously identifies the ideal fulfillment path for approved requests. This process reduces shipping costs and improves resource allocation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Operating Modes Select Guided Fulfillment to review agent recommendations before execution. Access the agent in the Agentforce panel within Salesforce, Slack, or Microsoft Teams to confirm shipments and transfers manually. ## Sourcing Logic The agent uses a specific priority sequence to find hardware: 1. **Local Inventory:** Check the stockroom nearest to the requester. 2. **Internal Transfer:** Scan other locations and create a product transfer if local stock is unavailable. 3. **External Procurement:** Refer the request to the purchasing team by creating a product request and updating the case status. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note The agent evaluates logistical rules, such as matching source and destination countries, before proximity calculations. ## Error and Exception Handling If a systemic issue occurs, an unavailable result appears in the Proactive Assistance user interface. Systemic issues include reservation errors or connection failures. ## Collaboration Proactive Sourcing Assistance provides in-context inventory recommendations directly within the Service Request workflow. This feature recommends the most appropriate stockroom or sourcing path for each requested product. Recommendations match available inventory, location, and delivery requirements. Embedding these recommendations where fulfillment work happens allows IT fulfillers to make sourcing decisions faster and more consistently. Fulfillers no longer need to review inventory manually across multiple locations. This in-context approach reduces sourcing delays and operational overhead. <!-- document id=4fad638da37e61fee5035cbe0a14c392b4b3c8a1c6bb828a048eb5885dc90156 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_sourcing_modes.md --> # Sourcing Modes and Performance Tracking When you manage hardware fulfillment, you can configure sourcing settings to evaluate nearby stock levels automatically or receive proactive recommendations. The Sourcing Agent creates fulfillment orders and product transfers in the background, eliminating manual review. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Select a Sourcing Mode - **Autonomous Sourcing**: Select this mode when inventory levels are reliable, transit routes are standardized, and you want a zero-touch fulfillment cycle for routine requests. - **Recommendations-Only (Proactive Mode)**: Select this mode if stock distribution fluctuates unpredictably or if local warehouse teams manually sign off on destination constraints before inventory moves. ## Monitor Performance and Transparency **Reasoning Logs** To view why an autonomous location selection is made, go to the Work Notes or the centralized **Sourcing Agent Audit Logs** on the Service Request record. The logs show step-by-step details about the geographical boundaries and stock logic used by the reasoning engine. **Success Metrics Dashboard** Track systemic performance by opening the IT Asset Management (ITAM) Success Metrics Dashboard. Key performance indicators (KPIs) include: - **Sourcing Completion Times**: The median duration from request approval to automated fulfillment order generation. - **Recommendation Acceptance Rates**: The percentage of proactive recommendations successfully ran by fulfillers without manual overrides. <!-- document id=941a566770cdb758408fc8a5e02ffa90fa6052bb167baa692408c8073f1ffcff url=/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_superagent_parent.md --> # Specialized AI Agents for IT Service Management The specialized AI agents are autonomous AI applications powered by large language models (LLMs) that provide automated solutions for various business processes. These AI agents can work independently or within hierarchical structures to handle workflow, reduce manual effort, and improve service delivery efficiency. By using AI agents for tasks ranging from simple responses to complex problem-solving, you can reduce IT team workloads and increase their productivity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[AI Agent for API Key Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_apikeyassistance.htm&release=264.0.0&type=5)** API Key Assistance is a conversational specialized AI agent that helps employees securely manage API keys and authentication tokens. Use this agent to generate credentials for internal and external services, and run scheduled or as-needed key rotations. This agent ensures secure provisioning and minimizes credential exposure. - **[AI Agent for Application Password Reset Assistance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_apppaswrdresetassist.htm&release=264.0.0&type=5)** Application Password Reset Assistance is a conversational specialized AI agent that securely helps employees reset passwords for business applications. Use this agent to create password reset requests, verify employee identity, and reset credentials for supported applications. This agent reduces IT helpdesk ticket volume and minimizes downtime caused by application login issues. This agent handles application passwords only, it doesn't support system, network, or operating system password resets. - **[AI Agent for Application Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_applicationsupportassistance.htm&release=264.0.0&type=5)** Application Support Assistance is a conversational specialized AI agent that helps employees troubleshoot third-party platform issues across the enterprise application suite. Use this agent to diagnose service disruptions, workflow errors, and functional failures in critical applications such as Concur, Okta, Slack, and Zoom. This agent provides knowledge-based solutions and creates incidents for unresolved issues. - **[AI Agent for Audiovisual Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_audiovisualsupportassistance.htm&release=264.0.0&type=5)** Audiovisual Support Assistance is a conversational specialized AI agent that helps employees manage audio-visual hardware and display systems in conference rooms. Use this agent to configure projectors, calibrate displays, troubleshoot connectivity issues to keep meetings running smoothly. This agent supports technical audio-visual operations for presentations and collaborative sessions. - **[AI Agent for Badge Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_badgeaccessassistance.htm&release=264.0.0&type=5)** Badge Access Assistance is a conversational specialized AI agent that helps employees manage physical access for corporate facilities. Use this agent to issue new employee ID badges, replace lost or damaged badges, create temporary visitor passes, and verify identity for badge requests. This agent ensures secure facility access management. - **[AI Agent for Calendar Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_calendarassistance.htm&release=264.0.0&type=5)** Calendar Assistance is a conversational specialized AI agent that helps employees automate calendar management and coordinate meetings. Use this agent to schedule events, send meeting invitations, update attendee lists, and manage calendar coordination tasks. This agent streamlines meeting logistics and event scheduling. - **[AI Agent for Certificate Lifecycle Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_certificatemanagementassistance.htm&release=264.0.0&type=5)** Certificate Management Assistance is a conversational specialized AI agent that helps employees manage digital certificates and SSL credentials. Use this agent to identify expiring certificates, install updated certificates, and troubleshoot encryption-related errors. This agent ensures uninterrupted service and maintains secure communications. - **[AI Agent for Cloud Resource Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_cloudresourcesassistance.htm&release=264.0.0&type=5)** Cloud Resources Assistance is a conversational specialized AI agent that helps employees provision and operate cloud resources, such as virtual machines and remote desktops. Use this agent to provision virtual machines and storage, and set up development stacks, restart services, update firewall configurations, access databases securely, and report issues with virtual machines. This agent streamlines cloud operations, supports secure access, and helps maintain reliable cloud environments. - **[AI Agent for Data Backup Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_databackupassistance.htm&release=264.0.0&type=5)** Data Backup Assistance is a conversational specialized AI agent that helps employees manage data protection and recovery operations. Use this agent to initiate backups as needed, configure virtual machine backup schedules, run synchronization tasks, and resolve data integrity issues. This agent ensures data availability and supports business continuity. - **[AI Agent for Device Return Processing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicereturnassistance.htm&release=264.0.0&type=5)** Device Return Assistance is a conversational specialized AI agent that helps employees coordinate the return of corporate hardware assets. Use this agent to create device return requests for hardware upgrades, repairs, or offboarding, verify asset details, and ensure proper equipment recovery. This agent streamlines the hardware return process. - **[AI Agent for Device Security Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicesecurityassistance.htm&release=264.0.0&type=5)** Device Security Assistance is a conversational specialized AI agent that helps employees maintain security compliance on corporate-managed devices. Use this agent to enroll laptops and mobile devices into Mobile Device Management (MDM) platforms, report malware, or unauthorized access, and respond to security threats. This agent ensures that encryption and software standards are met for device protection. - **[AI Agent for Device Troubleshooting Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_devicetroubleshootingassistance.htm&release=264.0.0&type=5)** Device Troubleshooting Assistance is a conversational specialized AI agent that helps employees diagnose and resolve hardware issues. Use this agent to audit assets, access troubleshooting guidance from the knowledge base, install monitoring agents, and create support requests for device problems. This agent provides technical support for hardware lifecycle management. - **[AI Agent for Distribution List Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_distributionlistassistance.htm&release=264.0.0&type=5)** Distribution List Assistance is a conversational specialized AI agent that helps employees manage corporate communication channels and collaboration platforms. Use this agent to provision Slack and Teams workspaces, set up Email distribution lists, manage shared mailboxes, and update group ownership. This agent streamlines communication infrastructure management. - **[AI Agent for Endpoint Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_endpointassistance.htm&release=264.0.0&type=5)** Endpoint Assistance is a conversational specialized AI agent that helps employees monitor and optimize workstation health and hardware visibility. Use this agent to diagnose system performance issues, deploy monitoring software for device telemetry, retrieve information on assigned IT assets, and address performance bottlenecks. This agent maintains accurate hardware records and improves workstation reliability. - **[AI Agent for Facilities Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_facilitiesassistance.htm&release=264.0.0&type=5)** Facilities Assistance is a conversational specialized AI agent that helps employees manage building and workplace environment requests. Use this agent to address climate control issues, request cleaning services, report physical maintenance needs, and handle office environment concerns. This agent focuses on non-IT facility operations. - **[AI Agent for Google Workspace Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_googleworkspaceassistance.htm&release=264.0.0&type=5)** Google Workspace Assistance is a conversational specialized AI agent that helps employees manage Google Workspace services and collaborative resources. Use this agent to provision shared drives, manage group memberships, transfer data ownership, and update user access levels. This agent maintains organizational governance and ensures project continuity. - **[AI Agent for Guest Check-in Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_guestcheckinassistance.htm&release=264.0.0&type=5)** Guest Check-in Assistance is a conversational specialized AI agent that helps employees manage visitor registrations and guest access. Use this agent to register upcoming visitors, request access approvals, provide visitor Wi-Fi credentials, and answer guest policy questions. This agent facilitates secure and efficient guest management. - **[AI Agent for Hardware Request Fulfillment](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_hardwarerequestassistance.htm&release=264.0.0&type=5)** Hardware Request Assistance is a conversational specialized AI agent that helps employees request corporate hardware and peripherals. Use this agent to order equipment, request loaner devices, access hardware specifications and compatibility guides, and report hardware failures. This agent validates requests against corporate policy. - **[AI Agent for Infrastructure Provisioning](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_infrastructureprovisioningassistance.htm&release=264.0.0&type=5)** Infrastructure Provisioning Assistance is a conversational specialized AI agent that helps employees request new IT infrastructure resources. Use this agent to provision virtual machines, create Kubernetes clusters, and set up specialized test environments. This agent focuses exclusively on initial infrastructure creation and set up. - **[AI Agent for Internal Application Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_internalapplicationsassistance.htm&release=264.0.0&type=5)** Internal Applications Assistance is a conversational specialized AI agent that helps employees troubleshoot proprietary and custom-built enterprise applications. Use this agent to diagnose application-specific issues, report performance degradation, resolve functional errors, and address access issues within internal business systems. This agent provides dedicated support for in-house applications. - **[AI Agent for IT Approval Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_itapprovalassistance.htm&release=264.0.0&type=5)** IT Approval Assistance is a conversational specialized AI agent that helps employees review and process IT approval requests. Use this agent to view pending approvals, access request summaries, and approve or reject requests directly through conversational interaction. This agent streamlines the approval workflow. - **[AI Agent for IT Policy Guidance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_itpolicyassistance.htm&release=264.0.0&type=5)** IT Policy Assistance is a conversational specialized AI agent that helps employees understand company IT policies and eligibility requirements. Use this agent to answer policy questions, clarify permission guidelines, determine eligibility for resources, and initiate policy exception requests. This agent provides guidance on internal IT policies and compliance. - **[AI Agent for IT Ticket Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_ticketmanagementassistance.htm&release=264.0.0&type=5)** Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle. - **[AI Agent for Knowledge Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_knowledgeassistance.htm&release=264.0.0&type=5)** Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles. - **[AI Agent for Log Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_logaccessassistance.htm&release=264.0.0&type=5)** Log Access Assistance is a conversational specialized AI agent that helps employees get system and application diagnostic logs. Use this agent to request log extraction across server, cloud, and application environments, define parameters such as time frames and log levels, and facilitate secure delivery. This agent provides telemetry for root-cause analysis. - **[AI Agent for Laptop Refresh Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_laptoprefreshassistance.htm&release=264.0.0&type=5)** Laptop Refresh Assistance is a conversational specialized AI agent that helps employees request scheduled hardware replacements. Use this agent to initiate laptop and monitor refresh requests for devices that are end-of-life, past warranty, or due for scheduled replacement. This agent facilitates the hardware lifecycle refresh process. - **[AI Agent for Lost Device Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_lostdeviceassistance.htm&release=264.0.0&type=5)** Lost Device Assistance is a conversational specialized AI agent that helps employees protect corporate data on lost or stolen devices. Use this agent to report missing equipment, execute immediate device locking, perform remote factory resets, and prevent unauthorized data access. This agent manages emergency security protocols for lost hardware. - **[AI Agent for Mobile Plan Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_mobileplanassistance.htm&release=264.0.0&type=5)** Mobile Plan Assistance is a conversational specialized AI agent that helps employees manage corporate mobile service plans and connectivity. Use this agent to upgrade or downgrade cellular plans, activate international roaming packages, manage data add-on, and prevent overage charges. This agent ensures global connectivity while optimizing costs. - **[AI Agent for Network Issue Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_networkingassistance.htm&release=264.0.0&type=5)** Networking Assistance is a conversational specialized AI agent that helps employees troubleshoot network connectivity and manage access to network resources. Use this agent to diagnose network issues, facilitate VPN access requests, manage permissions for internal infrastructure, and resolve connectivity problems. This agent focuses exclusively on network-related support. - **[AI Agent for Offboarding Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_offboardingassistance.htm&release=264.0.0&type=5)** Offboarding Assistance is a conversational specialized AI agent that helps managers initiate employee offboarding processes. Use this agent to create offboarding requests for departing employees and capture administrative details to trigger the offboarding workflow. This agent handles the primary intake for employee departures. - **[AI Agent for Office 365 Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_office365supportassistance.htm&release=264.0.0&type=5)** Office 365 Support Assistance is a conversational specialized AI agent that helps employees troubleshoot Microsoft 365 applications and services. Use this agent to diagnose issues with Outlook, Teams, OneDrive, and Office applications, access knowledge-based solutions, and create incidents for persistent errors. This agent resolves M365 ecosystem problems. - **[AI Agent for Office Relocation Assistance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_officerelocationassistance.htm&release=264.0.0&type=5)** Office Relocation Assistance is a conversational specialized AI agent that facilitates seamless workplace transitions by coordinating IT infrastructure moves and hardware logistics. Use this agent to schedule technical teardowns, track physical asset movement, manage bulk workstation deployments, and validate that equipment is fully operational at the new location. This agent ensures continuity of IT services during office relocations and minimizes employee downtime on moving day. - **[AI Agent for Onboarding Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_onboardingassistance.htm&release=264.0.0&type=5)** Onboarding Assistance is a conversational specialized AI agent that helps managers initiate employee onboarding processes. Use this agent to create onboarding requests for new hires and capture preliminary data to begin the onboarding workflow. This agent handles the primary intake for new employees. - **[AI Agent for Password Manager Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_passwordmanagerassistance.htm&release=264.0.0&type=5)** Password Manager Assistance is a conversational specialized AI agent that helps employees maintain corporate password manager vaults. Use this agent to update stored credentials, delete outdated or compromised entries, troubleshoot synchronization issues, and ensure vault hygiene. This agent supports password security and compliance. - **[AI Agent for Phone Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_phoneassistance.htm&release=264.0.0&type=5)** Phone Assistance is a conversational specialized AI agent that helps employees manage corporate telephony systems and desk phones. Use this agent to deploy physical phone units, assign extensions, manage phone configurations, and troubleshoot Voice over Internet Protocol (VoIP) connectivity issues. - **[AI Agent for Printer Issue Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_printerassistance.htm&release=264.0.0&type=5)** Printer Assistance is a conversational specialized AI agent that helps employees manage printing infrastructure and resolve printer issues. Use this agent to troubleshoot printing problems, request new printer installations, order printer supplies such as ink and toner, and address hardware issues. This agent focuses exclusively on printer-related support. - **[AI Agent for Privileged Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_privilegeaccessassistance.htm&release=264.0.0&type=5)** Privilege Access Assistance is a conversational specialized AI agent that helps employees request elevated system permissions and hardware access rights. Use this agent to request local admin privileges, turn on USB data transfer, manage time-bound access elevations, and process security exceptions. This agent ensures secure, authorized system access. - **[AI Agent for Salesforce Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_salesforcehelpassistance.htm&release=264.0.0&type=5)** Salesforce Help Assistance is a conversational specialized AI agent that helps employees manage Salesforce access and resolve platform issues. Use this agent to provision new user accounts, modify role hierarchies and permission sets, troubleshoot platform errors, and resolve MFA lockouts. This agent streamlines Salesforce administration and CRM specific support. - **[AI Agent for Security Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_securityassistance.htm&release=264.0.0&type=5)** Security Assistance is a conversational specialized AI agent that helps employees report security incidents and manage security compliance. Use this agent to report phishing attempts and potential breaches, enroll in mandatory security training, and request exceptions to corporate security policies. This agent supports an organizational security posture. - **[AI Agent for SharePoint Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_sharepointassistance.htm&release=264.0.0&type=5)** Sharepoint Assistance is a conversational specialized AI agent that helps employees manage SharePoint sites and collaborate securely. Use this agent to provision or delete site collections, grant or revoke user permissions, manage access levels, and troubleshoot synchronization errors. This agent facilitates enterprise collaboration. - **[AI Agent for Software License Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_licenseauditassistance.htm&release=264.0.0&type=5)** License Audit Assistance is a conversational specialized AI agent that helps employees manage software license compliance and inventory. Use this agent to track user entitlements, identify assigned software, revoke unused licenses, and execute audit operations. This agent optimizes costs and ensures efficient resource allocation. - **[AI Agent for Software Support Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_softwareassistance.htm&release=264.0.0&type=5)** Software Assistance is a conversational specialized AI agent that helps employees manage software installations, access, and licensing. Use this agent to request software installations and updates, manage license renewals, evaluate new software, and troubleshoot software-related issues. This agent facilitates the complete software lifecycle. - **[AI Agent for System and File Access Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_systemandfileaccessassistance.htm&release=264.0.0&type=5)** System and File Access Assistance is a conversational specialized AI agent that helps employees manage permissions for IT resources and shared folders. Use this agent to provision file share access, manage Active Directory group memberships, request database privileges, and revoke access rights. This agent streamlines identity and access management workflow. - **[AI Agent for System Password Reset Resolution](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_systempasswordresetassistance.htm&release=264.0.0&type=5)** System Password Reset Assistance is a conversational specialized AI agent that helps employees reset network and system passwords. Use this agent to reset forgotten system and network passwords, reset settings for multi-factor authentication, and report password-related technical issues. This agent handles system-level credential recovery. - **[AI Agent for SSO Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_ssoassistance.htm&release=264.0.0&type=5)** Single Sign-On Assistance is a conversational specialized AI agent that helps employees troubleshoot Single Sign-On authentication issues. Use this agent to resolve login failures, diagnose credential synchronization problems, and report application-specific Single Sign-On disruptions. This agent restores access to identity-protected services. - **[AI Agent for Vendor Employee Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_vendoremployeeassistance.htm&release=264.0.0&type=5)** Vendor Employee Assistance is a conversational specialized AI agent that helps employees manage external partner and contractor access. Use this agent to provision temporary accounts for vendors, enforce time-bound access durations, revoke contractor credentials, and ensure security compliance for third-party access. This agent manages the external partner lifecycle. <!-- document id=184b5fdd7a375ae35f905b714b60dc76e43856c733cdb29d3c3eff2838761a31 url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_route_from_default.md --> # Specify a Default Outbound Omni-Channel Flow Route conversations from your bot with the default Outbound Omni-Channel Flow setting. Your enhanced bot uses the default outbound flow as the routing destination for the Transfer to Agent system dialog and the Transfer to Agent Next Step. To route conversations to an outbound Omni-Channel flow other than the default, you can set up a custom transfer with the Set Routing Type dialog step. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19597e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19597e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19597e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Before you begin, in Flow Builder, create an Omni-Channel flow for your transfer use case. To create and manage Omni-Channel flows, [turn on Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US). - [Route Conversations to an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&release=264.0.0&type=5 "Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.") - [Omni-Channel Flow: Route Conversations to Queues](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_queues.htm&type=5&language=en_US) - [Omni-Channel Flow: Route Conversations to a Specific Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&type=5&language=en_US) - [Omni-Channel Flow: Route Conversations Using Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&type=5&language=en_US) These Help topics cover how to create an outbound Omni-Channel flow from scratch. But depending on how you created your enhanced bot, Salesforce may have done some of the work for you. Each path to creating an enhanced bot gives you a different head start on outbound routing. To learn more, visit [Create an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create.htm&release=264.0.0&type=5 "Use the Guided Setup Flow to create an enhanced bot from scratch or from a template. Or you can clone an existing bot."). After you create your Omni-Channel flow, go to the Bot Builder to set up a transfer using your flow. 1. From the Bot Builder menu, select **Overview**. 2. In the Settings section, to edit the Outbound Omni-Channel Flow panel, click ![The Edit button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/pencil.png). 3. In the Omni-Channel Flow field, select an Omni-Channel flow. ![Outbound Omni-Channel Flow setting on the Bot Overview page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_default_outbound_flow.png) This field shows active and inactive Omni-Channel flows. If you select an inactive flow, the flow doesn’t route conversations from your bot until you activate it in Flow Builder. 4. To save your changes, click ![Save icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_save_checkmark.png). When the bot attempts a transfer with the Outbound Omni-Channel Flow setting and either no flow or an inactive flow is specified, the bot moves to the No Agent system dialog. #### See Also - [Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5 "After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog.") - [Understand System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5 "Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone.") <!-- document id=68d00a99467dcb94574c2815eacc5dee797c69df0628b96438affe579c753c8c url=/admin/current/en-us/service/264-0-0/snapins_chat_specify_live_agent_settings.md --> # Specify the Chat Settings for Your Embedded Chat Deployment Embedded Chat uses a Chat deployment ID and button. The Chat configuration details that you provide are used to generate the chat code snippet that you add to your web pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27850e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27850e58 ">To set up Embedded Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27850e58 ">Customize Application AND Modify Metadata</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Before you specify the Chat settings, ensure that you have a Chat deployment and a Chat button available to use with Embedded Chat. 1. From Setup, enter Embedded Service in the Quick Find box, then select **Embedded Service**. 2. Select the Embedded Service deployment that you want to work with by clicking the arrow beside the deployment name and selecting **View**. 3. In the Embedded Service configuration page, go to the Chat settings section and click **Start**. 4. In the Chat Deployment menu, select the Chat configuration that you want to use with the chat window from the dropdown list. 5. In the Chat Button menu, select the Chat button or automated invitation that you want to use with the chat window from the dropdown list. 6. Select **Show queue position** if you want to display the customer’s place in line while they wait to chat with a support agent or to be transferred. Make sure that the Chat button you selected has **Enable Queue** selected in your Chat button settings. 7. Click **Save**. After you’ve provided the Chat settings, get the code to add the chat window to your web pages. #### See Also - [Add Your Embedded Chat to a Website](https://help.salesforce.com/s/articleView?id=service.snapins_chat_get_code.htm&release=264.0.0&type=5 "Salesforce generates a unique Embedded Service code snippet from the information you provide during setup. Copy and paste the code snippet to include chat on your web pages. Add the optional meta tag code snippet to improve performance for both mobile and desktop.") <!-- document id=4f3e4a66902f61e9bafe5746fecb3999ffa8d80dfa6c9d061415da632363c2c9 url=/admin/current/en-us/service/264-0-0/snapins_chat_live_agent_setup.md --> # Specify Your Chat Window’s Settings Select your chat deployment and chat button. Customize the pre-chat form and offline support form. Select custom Lightning components. Set chat images, dimensions, and labels. Learn about available Chat features in Embedded Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). - **[Specify the Chat Settings for Your Embedded Chat Deployment](https://help.salesforce.com/s/articleView?id=service.snapins_chat_specify_live_agent_settings.htm&release=264.0.0&type=5)** Embedded Chat uses a Chat deployment ID and button. The Chat configuration details that you provide are used to generate the chat code snippet that you add to your web pages. - **[Customize the Embedded Pre-Chat Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_prechat_form.htm&release=264.0.0&type=5)** Gather contact information and learn about customer needs before chatting. Create a custom pre-chat form and associate Salesforce records like leads, cases, and contacts. You can also customize the field labels used on the form. - **[Customize the Embedded Chat Offline Form](https://help.salesforce.com/s/articleView?id=service.snapins_chat_customize_offline_support_form.htm&release=264.0.0&type=5)** Allow customers to submit a case form with Embedded Chat when your support agents are offline. Customize the form depending on your business use case. Choose which fields appear, change the order, and mark certain fields as required. - **[Customize Post-Chat Surveys](https://help.salesforce.com/s/articleView?id=service.snapins_chat_configure_post_chat_survey.htm&release=264.0.0&type=5)** Use Salesforce Feedback Management to gather feedback at the end of a chat session. When customers choose to participate at the end of a session, a survey opens within the chat window to complete. - **[Customize Additional Chat Branding](https://help.salesforce.com/s/articleView?id=service.snapins_customize_additional_branding.htm&release=264.0.0&type=5)** Set the base font size, width and height, and images for your Embedded Chat deployment. - **[Use Custom Components With Your Chat Window](https://help.salesforce.com/s/articleView?id=service.snapins_chat_custom_components.htm&release=264.0.0&type=5)** Create custom components to control the user interface for your chat window. <!-- document id=35b6b05cd9540db7a8c3ded1c3b0298b37723975fc303757edfecd943071c129 url=/admin/current/en-us/service/264-0-0/cti_admin_definexmlccvalue.md --> # Specifying Values for `<item>` Elements With the exception of the `reqInternalName` `<item>`, whose value must always be specified in a call center definition file, you can specify `<item>` values either in the call center definition file or in Salesforce once the definition file has been imported. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To specify a value for an `<item>` element in a call center definition file, place the value between the opening and closing tags of the `<item>`. For example: `<item sortOrder="0" name="reqInternalName" label="Call Center Internal Label">MyCallCenter</item>` sets the value of the `reqInternalName` `<item>` to `MyCallCenter`. Note that any `<item>` value other than the value for `reqInternalName` can be edited in Salesforce after the call center definition is imported. #### See Also - [Create a Call Center](https://help.salesforce.com/s/articleView?id=service.cti_admin_createcc.htm&release=264.0.0&type=5 "There are two ways to create a call center record in Salesforce—importing or cloning.") - [Call Center Definition XML Format](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccdef.htm&release=264.0.0&type=5 "A call center definition file consists of three XML elements: callCenter, section, and item.") - [Create a Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlcc.htm&release=264.0.0&type=5 "If you have built a custom CTI adapter, you must write a call center definition file to support it. Use a text or XML editor to define an XML file according to the guidelines outlined in these topics.") - [Required Call Center Elements and Attributes](https://help.salesforce.com/s/articleView?id=service.cti_admin_definexmlccreq.htm&release=264.0.0&type=5 "There must be one <section> that includes <item> elements in every call center definition file.") - [Sample Call Center Definition File](https://help.salesforce.com/s/articleView?id=service.cti_admin_cctemplatesample.htm&release=264.0.0&type=5 "A XML code example of a call center definition file.") <!-- document id=dcff26153ed622b4f378977b449ba9dec5331233297bf8d4143cd88416274c3a url=/admin/current/en-us/service/264-0-0/afcc_sv_configure_speech_to_text_model.md --> # Speech-to-Text Model for Voice Transcription Voice transcription converts spoken conversations into text during voice interactions using specific speech-to-text models that determine LLM usage and language support. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Agentforce Contact Center with Salesforce Voice</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d123116e73">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d123116e73 ">To use speech-to-text model:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d123116e73 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td> </tr> </tbody> </table> ## Voice Transcription Models Speech-to-text models determine how spoken audio is processed and transcribed during voice interactions. This configuration is applied at the org level and supports voice call transcription for service reps. There are two primary models available: - Low Latency Speech Model—Optimized for real-time transcription with fast response times during live voice conversations. - Universal Speech Model—Designed to support transcription across a broad set of languages and regions. ## Low Latency Speech Model Use the low latency speech model for real-time voice interactions. This model is optimized for conversational speech recognition and supports low-latency streaming transcription for interactive voice experiences. Key characteristics include: - Optimized for low latency streaming transcription - Higher transcription accuracy for conversational audio - Supports multilingual transcription capabilities - Designed for faster response times in live conversations ## Universal Speech Model (Beta) Use the universal speech model to support transcription across a wide range of languages used in voice interactions. This model supports streaming transcription for multiple languages and regional variants. Key characteristics include: - Enterprise-grade infrastructure designed for large-scale deployments - Broad global language support - Supports multilingual transcription capabilities - Suitable for organizations operating across multiple countries and languages ## Supported languages | Low Latency Speech Model | Universal Speech Model | | --- | --- | | English | English | | German | German | | French | French | | Spanish | Spanish (Spain, Mexico) | | Italian | Italian | | Dutch | Dutch | | Portuguese | Portuguese (Brazil, Portugal) | | Japanese | Japanese | | Hindi | Hindi | |   | Finnish | |   | Swedish | |   | Danish | |   | Polish | |   |   | |   |   | |   |   | <!-- document id=4b4236ef3003b3bce6bda2c66620cb994897c1789b0a1e3630dc870b665e7b1e url=/admin/current/en-us/service/264-0-0/hr_svc_spot_bonus_reward_nom.md --> # Spot Bonus and Reward Nomination Deploy this template to provide managers and employees with a standardized path for nominating colleagues for spot bonuses and rewards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Reason for Nomination, Subject, Nominee, Bonus Amount, Case Origin. ## Fulfillment and Integration This template includes preconfigured integration using the 15Five connector to sync recognition achievements. Custom workflows can be further managed within Flow Builder. <!-- document id=0d04fa45ac25a867a5577a5e9cdb604790a3c0acd1134cb9abf83594046166af url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_stage_def_stage_types.md --> # Stage Definitions for Change Types Use predefined stage templates for emergency, standard, and normal changes to apply the correct stages, transitions, and tasks for each change type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## What It Does Stage management provides predefined templates to streamline the change request process. These templates include preconfigured stages, allow stage transitions and recommended tasks for each stage. After you’ve captured the stages, transitions, and tasks, you can define a stage assignment rule. Assign stages to different types of changes: - Emergency changes: Urgent changes that arise from an unexpected error and require immediate attention - Standard changes: Low-risk, frequently repeated, and pre-approved changes - Normal changes: Non-emergency changes that don’t have a defined, pre-approved process Each change type can have its own lifecycle. You can create a stage definition and capture the transition for each stage in the setup. ## Emergency Change The stage definition for an emergency change is a predefined template with a smaller subset of stages compared to a Standard Change. - Stages: An emergency change request goes through a defined set of stages, including New, Approved, Planning, and Closed. The template provides a simplified process for these urgent changes. - Allowed transitions: The template defines the transitions allowed between stages. For example, from the New stage, an emergency change can move only to an Approved or Canceled status. - Recommended tasks: The template also recommends a set of tasks for each stage. For the New stage, the predefined tasks are Initiate Emergency Change Request, Gather Initial Information, and Risk Mitigation Plans. These tasks are all defined as Manual Tasks. ## Standard Change The stage definition for a Standard Change is a predefined template that simplifies the process for low-risk, pre-approved changes. - Stages: A standard change goes through a defined set of stages, including New, Scheduled, Open, Implementing, and Closed. - Allowed transitions: The template defines the transitions allowed between stages, ensuring a controlled and predictable workflow. - Recommended tasks: The template also recommends a set of tasks for each stage to ensure consistency. For the New stage, the predefined tasks are Submit Request for Change (RFC) and Initial Validation. ## Normal Change The stage definition for a normal change is a predefined template that simplifies the process for non-emergency changes without a pre-approved workflow. - Stages: A normal change request goes through a defined set of stages, including New, Open, Approved, and Planning. - Allowed transitions: The template defines the transitions allowed between stages, ensuring a controlled and predictable workflow. - Recommended tasks: The template also recommends a set of tasks for each stage to ensure consistency. For the New stage, the predefined tasks are Submit Request for Change (RFC) and Initial Review. <!-- document id=bf0e588d02f4dcae54ab6d6208dadb6ef8a766e1ef34e662c3f726e9058e26c0 url=/admin/current/en-us/service/264-0-0/it_srvcs_stage_mgmt.md --> # Stage Management for Agentforce IT Service Experience enhanced control with Agentforce IT Service's stage management and guided transitions, orchestrating a clear journey for incidents, problems, change requests, and releases. You can define the stages and steps or tasks for each record, capturing the unique nuances of every process. This ensures that every incident, problem, change, and release follows a standardized workflow from start to finish. To learn more about predefined stage definitions for Change Request, see [Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_stage_mgmt.htm&release=264.0.0&type=5 "Define and manage stages, transitions, and tasks for change requests to standardize change processes and improve execution."). ## Example John, the system administrator, wants to create a stage definition for an incident record. - First, he must ensure that Stage Management is enabled in his org. ![stage management enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_stage_mgmt.png) - John clicks New to create a stage definition. He then selects Incident as the record type and enters the required details. He then chooses status as the basis of the stage. - John can now add step definitions for each stage of the incident lifecycle. For example, for the initial Setup stage, he can define the necessary tasks. He then uses stage transition to configure stage movement from one stage to another. For example, to configure the stage management for the incident, he defines the stage transition to move from the in progress to resolved only when the change team has pushed the short term fix. ![step definitions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_stage_mgmt_defntns.png) - Once all the step definitions are complete, he can publish the stage definition to make it active for all incident records. He can now assign different stage definitions to the same object and record type based on rule-based conditions by using stage definition assignments. For example, Incident of category Hardware has a different lifecycle and record steps from the incidents of category Application. Using Stage Definition Assignment, he can customize stages dynamically, tailored to each record’s context. Instead of applying a static set of stages to all records of an object, he can configure multiple stage journeys and automatically apply the most relevant one using stage assignment criteria To do this, he goes to Stage Definition Assignment. To create Stage Definition Assignment, see [Create a Stage Definition Assignment](https://help.salesforce.com/s/articleView?id=ind.stage_management_create_defntn_asgnment.htm&type=5&language=en_US). He can then use stage assignment rule criteria to dynamically apply different stage definitions to records of the same object and record type. To create Stage Definition Criteria, see [Create Stage Assignment Rule Criteria](https://help.salesforce.com/s/articleView?id=ind.stage_management_create_asgnmnt_criteria.htm&type=5&language=en_US). <!-- document id=783aeed6e3bcfa62e8867ed8dc072d6652c0bf46807583b6fddd26c01dd68544 url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_stage_mgmt.md --> # Stage Management for Change Requests in IT Services Define and manage stages, transitions, and tasks for change requests to standardize change processes and improve execution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Stage Definitions for Change Types](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_stage_def_stage_types.htm&release=264.0.0&type=5)** Use predefined stage templates for emergency, standard, and normal changes to apply the correct stages, transitions, and tasks for each change type. - **[Set Up Stage Management for Change Requests in IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_setup_stage.htm&release=264.0.0&type=5)** Create stage definitions from change management templates to guide your team through the entire lifecycle of a change request. This process ensures that every change is implemented smoothly and follows a standardized workflow from start to finish. <!-- document id=ccf608e679616220093ce00b10e8642549a2f17e0b50329daa58519ced3636fe url=/admin/current/en-us/service/264-0-0/wfs_standard_context_definitions.md --> # Standard Context Definitions for Workforce Scheduling Workforce Scheduling uses Context Service to gather and organize scheduling data from multiple Salesforce objects. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Standard context definitions shipped with Workforce Scheduling are read-only and define the data structure used by scheduling flows. - **[How Workforce Scheduling Uses Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&release=264.0.0&type=5)** Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management. - **[WorkforceSchedulingContext Standard Definition](https://help.salesforce.com/s/articleView?id=service.wfs_context_definition_standard.htm&release=264.0.0&type=5)** The WorkforceSchedulingContext standard context definition gathers scheduling data from service appointment, interaction, and visit objects for use in Workforce Scheduling appointment flows. <!-- document id=f334708f15aaae8f5d9c514a8ab6cac3b8f688e3f77437e0d555cb43b5e5038f url=/admin/current/en-us/service/264-0-0/cti_migrate_flow_templates.md --> # Standard Omni-Channel Flow Templates for Open CTI Migration To help you translate your Open CTI logic into Voice and other channel workflows, Salesforce provides Omni-Channel flow templates as a starting point. To find and use these templates, from Setup, search for and go to **Flows**. Filter for **Process Type** equals **Omni-Channel Flow**. Select a template and click **Save As New Flow**. These flows are available out of the box. | Flow Name | Description | Channel | | --- | --- | --- | | Voice Calls Routed to Agents and Queues | Routes each call to a rep or queue based on conditions that you define. | Voice | | Voice Calls Routed to Basic Queue with Case Creation | Routes each call to the default queue (Basic Queue) and, if the rep accepts, screen pops the new case for this call and identifies the caller. | Voice | | Messages Routed to Agents and Queues | Routes each message to a rep or queue based on conditions that you define. | Messaging | | Chats Routed to Agents and Queues | Routes each chat to a rep or queue based on conditions that you define. | Chat | | Chats Routed to Agents with the Right Skills | Routes each chat to a rep with the required skills based on conditions that you define. | Chat | In addition to these routing templates, your managed package may include industry-specific flows or partner-provided flows. You can also create record-triggered flows in Flow Builder to meet your migration needs. ## Open CTI to Voice Flow Replacement Reference When migrating from Open CTI, use this reference to track what you have in Open CTI versus what Salesforce provides in Voice. | Open CTI | Voice Replacement | | --- | --- | | Custom JavaScript in adapter calling `opencti.screenPop()` | Start with Omni-Channel flow templates for Voice. | | Custom JavaScript calling `opencti.saveLog()` | Build a record-triggered flow on the VoiceCall object. | | Custom adapter routing logic | Start with Omni-Channel flow templates for Voice and replace JS logic with declarative Flow elements. | | Chat/Messaging routing | Start with Omni-Channel flow templates for Chat or Messaging. | <!-- document id=2c43925c8fa545ded28b6372a1f24d8595584e3596555b428e4c603a8532350e url=/admin/current/en-us/service/264-0-0/quick_text_setting_up.md --> # Standardize Responses with Quick Text Quick text saves users time and helps you standardize your company messaging. With quick text, you can insert predefined messages, like greetings, answers to common questions, and short notes. You can insert quick text in emails, chats, events, tasks, Knowledge articles, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up quick text, you'll enable it in Setup, give users access to quick text, and create your messages. After users receive access, they can insert the quick text messages into conversations and records. The quick text browser on supported records helps users find and insert the right messages for the situation. ![Quick text browser in the email action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_using.png) And in Enhanced Messaging and Enhanced Chat, predictive quick text suggests recently-used messages to service reps as they start typing. ![Enhanced Conversation Component with Predictive Quick Text suggestions displayed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/predictive_quick_text.png) Here are three ways to make the most of quick text. Organize quick text messages into folders to help reps find the perfect message. For example, create separate folders for your business units, such as support and sales or tiers 1 and 2. Share each folder with the appropriate users to help them quickly find the right message for any situation. Use categories to indicate each message’s purpose. Categorize quick text messages into greetings, FAQ, closings, or your own custom categories. Let users create and manage their own quick text. Give selected users the ability to create quick text messages for themselves or for multiple users. - **[Design Your Quick Text Strategy](https://help.salesforce.com/s/articleView?id=service.quick_text_strategy.htm&release=264.0.0&type=5)** Before you get started using quick text, run through these planning questions. They help you and your team use quick text effectively to save time. - **[Enable Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_enable.htm&release=264.0.0&type=5)** Enable quick text for your org so that your users can insert predefined messages into customer conversations and records. Optionally, customize your quick text categories to make each message’s purpose clear. - **[Create Quick Text Messages](https://help.salesforce.com/s/articleView?id=service.quick_text_create.htm&release=264.0.0&type=5)** Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters. - **[Give Users Access to Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_access.htm&release=264.0.0&type=5)** Giving users access to quick text lets them insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Service reps can respond to customers and update cases quickly and easily. Sales reps can work with their contacts, accounts, and opportunities more efficiently. - **[Share Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_share.htm&release=264.0.0&type=5)** You can share quick text with users, public groups, and more. The way you share quick text in Salesforce Classic and Lightning Experience is different. In Salesforce Classic, you can share individual quick text messages. In Lightning Experience, you share quick text using folders. - **[Insert and Use Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_insert.htm&release=264.0.0&type=5)** Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in Knowledge articles, Chats, Log a Call actions, emails, events, tasks, and social posts. After inserting a quick text message into a message field, you have the chance to tailor the text to your situation before sending it. - **[Quick Text Considerations](https://help.salesforce.com/s/articleView?id=service.quick_text_considerations.htm&release=264.0.0&type=5)** Learn how quick text functionality can impact you and your users. <!-- document id=a285b0681bb5e49273cfbf0ee4526dff7bce2c208a0961280b7158958aa5f2ca url=/admin/current/en-us/service/264-0-0/fs_es_insights_data.md --> # Start Populating Data for Enhanced Scheduling and Optimization Insights The Start Populating Data toggle in Salesforce Go turns on lifecycle tracking to capture historical service appointment changes in Enhanced Scheduling and Optimization Insights. ## Turn On Lifecycle Tracking You can activate lifecycle tracking through the guided setup or manually in settings: - Salesforce Go: Navigate to the **Enhanced Scheduling and Optimization** section, and switch the **Start Populating Data** toggle to **On**. - Field Service Settings: In Setup, go to **Field Service Settings**, and select **Track the lifecycle of service appointments**. ## How It Works in Enhanced Scheduling and Optimization Data collection begins immediately upon activation, ensuring all future changes are logged for analysis. Because Enhanced Scheduling and Optimization relies on this specific data stream, turn on this option to ensure your dashboards populate with meaningful metrics. Enable this setting early to build a robust dataset for comprehensive trend analysis, including: - Status transitions: Movement between stages like Scheduled or In Progress to identify bottlenecks. - Time variance: Differences between scheduled and actual times to measure plan accuracy. - Resource allocation: Changes to the assigned resource or service territory to monitor utilization. <!-- document id=900e312fb65e0c343697725b3e9fb011fee08867567e8f902d9d462ec2751d39 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_static_flows.md --> # Static WhatsApp Flows Static WhatsApp Flows enable you to build a structured interaction where all customers receive the same message and navigate through the Flow using a fixed, predefined pathway. A customer might select from a pre-written dropdown menu, but a customer can’t enter text in an input field. You can create a static Flow using either a global action-based or an Apex form-based form messaging component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> #### See Also - [_Salesforce Help:_ Static WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_static_flows.htm&language=en_US) - [_Salesforce Help:_ Comparing Static and Dynamic WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_compare_static_and_dynamic_flows.htm&language=en_US) <!-- document id=a80ef3ddc4e9e5a53b90e983c6bbbf26dfb2fa00670cc6e85062322fdc04cae5 url=/admin/current/en-us/service/264-0-0/sp_component_usage_dp_status.md --> # Status Indicator Behavior for Dynamic Plans Learn when the “Service Assistant is working on it…” status indicator shows for dynamic plans in Service Assistant for Case, Messaging, and Voice, and when it doesn’t, so you can set expectations for your service reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_component_usage_dp_status__image_dp_context_check"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_component_usage_dp_status__image_dp_context_check" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case with dynamic plans.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a name="sp_component_usage_dp_status__image_dp_context_cross"></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_component_usage_dp_status__image_dp_context_cross" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn’t apply to:</td><td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice.</td></tr></tbody></table> ## Status Indicator The status indicator “Service Assistant is working on it…” lets service reps know that Service Assistant is active, processing the record details, and generating the service plan. In Service Assistant for Case, it shows automatically when a rep opens a case record that meets your eligibility criteria to indicate that Service Assistant is generating the plan summary. The status indicator is on by default and requires no setup. ![The Service Assistant component showing the “Service Assistant is working on it…” status indicator.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_status_indicator_case_dp.png) In Service Assistant for Case, reps see the status indicator when they: - Open a case record page and the case meets your eligibility criteria. - Click **Start Plan**. - Complete a step and Service Assistant generates the next step. - Confirm an action. - Enter a request in the agent chat and wait for a response, such as a request to look up knowledge or run an action. Service Assistant for Messaging and Voice behaves differently. It doesn’t show a status indicator when a rep first opens a record that meets your eligibility criteria and the chat or call transcript has messages. The component stays static until Service Assistant identifies an issue, and then automatically shows the plan summary for messaging and the first step of the plan for voice. When the plan starts, the status indicator shows each time Service Assistant creates a step. It also shows when a rep enters a message in the agent chat, so the rep knows Service Assistant is processing the request. ## Status Indicator Limitations In some scenarios, the status indicator for case doesn’t show, or its presence is limited. Share this information with your reps so they know what to expect. Each scenario includes a demo that shows what reps see when they work a dynamic plan for a case. **Scenario: Ineligible Record** When a rep opens a record that doesn’t meet your eligibility criteria, the rep sees an ineligibility error message instead of the status indicator. If the record is later updated to become eligible, the status indicator still doesn’t show. [Ineligible record demo video](https://salesforce.vidyard.com/watch/Wqwt8C1Q54ZkvBYX4pTBTf). **Scenario: A Capability Card Appears Before the Plan Summary** When a capability card, such as Case Catch-Up & Insights, appears before the plan summary shows, the indicator disappears as soon as the card appears. The plan summary continues to generate, but no indicator shows while it does. [Capability card demo video](https://salesforce.vidyard.com/watch/1bnKyR1ExzVSdVFj6UGeyv). **Scenario: Service Assistant Regenerates the Current Step** When new case information arrives, Service Assistant regenerates the current step. The updated step shows automatically, with no indicator that Service Assistant is processing the new information and creating a new plan step. New case information includes a new email, a grounding field update, or a new or edited comment. Which updates regenerate the step depends on your Update Plan Context settings. [Case data update demo video](https://salesforce.vidyard.com/watch/Y4Euv1id5pYiMJVBHPsHRn). #### See Also - [_Salesforce Help_: Work with Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&language=en_US) <!-- document id=670dffba32260d0e70a0a6b1455ceba17b2909bce8e431be7ec80296840da8ba url=/admin/current/en-us/service/264-0-0/conversation_transcript_access.md --> # Store and Access Your Conversation Data Find all the information you need on conversation data. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions for Voice</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions for Messaging</a>.</td></tr></tbody></table> We help you pick the right tool for your requirements. For example, you might want to build a daily performance report, add a transcript to your app, save data to follow company rules, or analyze conversations for insights. The channels you use, such as Enhanced Chat or Email-to-Case, determine where we store your data. Here, we explain our two storage systems, show which conversations go where, and compare the different tools you can use to get your data. We also explain how to download, delete, redact, report on, and work with conversation transcripts from messaging sessions and voice calls. - **[Where Your Conversation Data Resides](https://help.salesforce.com/s/articleView?id=service.conv_transcript_where_conv_data_resides.htm&release=264.0.0&type=5)** Your conversation data resides in Salesforce Core Storage or in Amazon Web Service Database (AWS), depending on the channels you're using. - **[Access Conversations in AWS](https://help.salesforce.com/s/articleView?id=service.conv_transcript_access_conv_aws.htm&release=264.0.0&type=5)** To get a complete picture of conversation data from the Amazon Web Services Database (AWS), sync your conversation data to Data 360, use the Connect REST API, or download conversation data using the bulk export tool. - **[Analyze Conversation Transcript Data in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&release=264.0.0&type=5)** To review and analyze conversation data, use Data 360 to access transcripts from enhanced Messaging channels, voice calls, and Unified Messaging. Analyze transcripts with reports and dashboards in Data 360, zoom in to your data with Data Cloud API, and search for specific information by using Salesforce Object Query Language (SOQL) queries. - **[Export Conversation Transcripts](https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&release=264.0.0&type=5)** Salesforce users can export conversation transcripts for Voice, Enhanced Chat, enhanced Facebook Messenger, and enhanced WhatsApp in any production org. Conversation export isn’t supported in sandboxes, and conversation transcripts don’t count towards your Salesforce org’s storage limits and usage calculations. - **[Block Sensitive Data in Messaging Sessions and Voice Call Transcripts](https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&release=264.0.0&type=5)** Create sensitive data rules to block specific patterns, such as credit card numbers or profanity, in Enhanced Messaging sessions, Enhanced Chat, and voice call transcripts. You can remove the text or replace it with your preferred characters. This method, also known as data masking, helps protect your customers’ data. #### See Also - [Trailhead: Service and Data 360: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) - [Connect REST API: Conversation Entries](https://developer.salesforce.com/docs/atlas.en-us.chatterapi.meta/chatterapi/connect_resources_conversation_entries.htm) - [Connect REST API Limits](https://developer.salesforce.com/docs/atlas.en-us.chatterapi.meta/chatterapi/intro_rate_limits.htm) - [Report on Messaging Activity](https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&type=5&language=en_US) <!-- document id=6d0e8e7c1fc93d62a8de396beac55dac08de0e35e7c25c5b42031d49d8102dd5 url=/admin/current/en-us/service/264-0-0/omnichannel_variable_for_screen_pop_instructions.md --> # Store Screen Pop Instructions in a Variable If you add multiple Add Screen Pop actions to a flow, define a collection variable to aggregate and store all screen pop instructions. By storing all instructions in a variable, you don’t have to worry about the order in which the Add Screen Pop actions are added to the flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To understand why order is important if you don’t use a variable, consider this scenario. You create a flow that passes the output of Screen Pop 1 to Screen Pop 2, and then passes the output of Screen Pop 2 to the Route Work action. If you reorder the Add Screen Pop actions, you must change the input screen pop instructions for each of them. 1. Define a variable to store the Add Screen Pop action’s instructions. 1. In the Toolbox, select the Manager tab. 2. Click **New Resource**. 3. In Resource Type, select **Variable**. 4. Enter the API name and, optionally, a description. 5. In Data Type, select **Record**. 6. Select the **Allow multiple values (collection)** checkbox. 7. In Object, select **Pending Service Routing Interaction Information**. ![The Screen Pop variable has Record data type, allows multiple values, and is based on the Pending Service Routing Interaction Information object.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_screenpop_instructions_variable.png) 8. Click **Done**. The variable appears under Record Collection Variables in the Manager tab of Toolbox. ![The variable appears under the Record Collection Variables section in the Manager tab of the Toolbox.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_screenpop_instructions_variable_defined.png) 2. Use the variable to store the first Add Screen Pop action’s output. Use the variable as input and output for all subsequent Add Screen Pop actions in the flow. 1. Edit the Add Screen Pop action. 2. To provide the screen pop instructions stored in the variable as input, under Set Input Variables, select this variable in the Set Collection Variable field. ![The variable is set as the input for the second Add Screen Pop action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_screenpop_input_variable.png) 3. To write the results of the Add Screen Pop action as output to the variable, expand Advanced, select **Manually assign variables**. Then select the variable in the Screen Pop Collection Variable field. ![Write the second Add Screen Pop action's output to the variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_screenpop_output_variable.png) 3. Pass the screen pop instructions from the variable to the Route Work action. 1. Edit the Route Work action. 2. In the Set Additional Input Values, select the variable in the Screen Pop Collection Variable field. ![Set the Route Work action's input to the variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_flow_routework_output_variable.png) 4. Save the flow. <!-- document id=f308a58e628b4484fce9403caad833c3c500948d63f345030f3206b923d01d92 url=/admin/current/en-us/service/264-0-0/sp_topics_strategy.md --> # Subagent Strategy for Service Assistant Learn how to strategize the implementation of your Service Assistant subagents for optimal granularity and knowledge grounding. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The example subagent in [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5) demonstrates our recommended approach, format, and structure for documenting your business processes into instructions. However, you don’t need to create detailed subagents and instructions for every issue type and its subtype. - [Subagent Granularity](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&release=264.0.0&type=5) - [Structuring Subagents with Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&release=264.0.0&type=5) - [Additional Guidelines](https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&release=264.0.0&type=5) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - Service Assistant is only supported in the [legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_builder_explore.htm&type=5&language=en_US). Starting in July 2026, the requirement that new agents can only be created in the new Agentforce Builder doesn’t apply to Service Assistant. You can continue to create and configure a Service Assistant agent in the legacy builder until further notice. See [Create Agents in the New Builder Only Starting July 2026](https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_legacy_agent_creation.htm&release=262&type=5&language=en_US). - Beginning in April 2026, agent topics are now called subagents. There are no changes to functionality. During this transition, you may see a mix of the new and previous terms in our documentation. See [Topics Are Now Subagents](https://help.salesforce.com/s/articleView?id=release-notes.rn_einstein_agentforce_subagent_new_name.htm&release=260&type=5&language=en_US). ## Subagent Granularity When building your subagents, the detail you provide in your instructions depends on your use cases and if your company intends to use knowledge grounding through Agentforce Data Libraries. If you aren’t using knowledge grounding or don’t have articles for a specific issue, you must create detailed subagents that specify the processes to resolve the issue. See the example in [Grounding Service Assistant with Subagents](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5). You must make sure Service Assistant has all the necessary information to guide the service rep through the resolution process. Because you must write these subagents manually, we recommend using Service Assistant for your priority issue types. To cover variations of issues efficiently, you can document the variations in a single subagent using conditional language in your instructions, like “If ..., then ...”, “When..., then…”, and “Once you have…”. When using knowledge grounding, you don't need a granular subagent for every issue type and subtype. Instead, focus on creating subagents centered on high-level issue types, such as “billing dispute”, “transaction declined”, or “payroll change” and use the subagent description to encompass any subtypes. This allows you to use one subagent for a wide range of case types and knowledge articles that cover different processes of the high-level subagent. Here’s an example. | SUBAGENT PART | EXAMPLE | | --- | --- | | Label | Transaction Decline | | Description | Assist service reps in helping customers resolve declined credit card transactions. Questions are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits. | | Scope | Your job is to assist service reps in identifying the reasons behind declined transactions and providing the necessary steps to either allow the charge or secure the customer's account. You must not handle inquiries outside of declined transactions and account security. | When you have a high-level subagent that can encompass different variations of an issue, Service Assistant only uses the Subject and Description fields set in your Service AI Grounding configuration to categor the issue and match the case to that subagent. Once the subagent is matched, Service Assistant then references all fields and objects set in your Service AI Grounding configuration to search for relevant knowledge articles and create plan steps directly from those articles. While your organization may use other fields like picklists to categorize cases into types and subtypes, Service AI Grounding only supports text and string fields. Any text or string fields not set in your Service AI Grounding configuration aren't referenced by Service Assistant when creating a plan. If you ground on case related objects, Service Assistant only reviews the text in case comments, emails, or the feed. PDFs, images, and other attachments aren't used as grounding sources and don't play a role in creating a service plan or finding related articles. ## Structuring Subagents with Knowledge Grounding When using knowledge grounding, create subagents that have 3 to 5 instructions that outline the general resolution process. Because you have already defined your case subtypes in the subagent's description, you do not need to build multiple, granular instructions for every possible scenario. Instead, instructions serve as a general framework that describes the overall workflow required for any case in that category. In the “Transaction Decline” example below, the instructions cover standard procedures like authenticating the customer (Instruction 1) and identifying the system response code (Instruction 3). Instead of writing out the exact resolution steps for every possible subtype, Instruction 4 provides a general framework to guide the agent. By stating “execute the corresponding standard procedure for removing blocks, clearing flags, or advising the customer.”, you tell Service Assistant what the ultimate goal is without detailing exactly how to achieve it. Service Assistant uses knowledge grounding to automatically pull granular procedural information from your articles. | SUBAGENT PART | EXAMPLE | | --- | --- | | Label | Transaction Decline | | Description | Assist service reps in helping customers resolve declined credit card transactions. Questions are related to authorization failures, including declining reason codes such as insufficient funds, suspected fraud, incorrect card details, travel blocks, and daily spending limits. | | Scope | Your job is to assist service reps in identifying the reasons behind declined transactions and providing the necessary steps to either allow the charge or secure the customer's account. You must not handle inquiries outside of declined transactions and account security. | | Instruction 1 | Make sure the customer has provided the required authentication information: Full Name, Last 4 digits of the card, and Answer to Security Question. Ask the customer to provide the specific details of the declined attempt, including the merchant name, transaction amount, and date of attempt. | | Instruction 2 | Check the “Available Credit” and “Account Balance” against the transaction amount. Confirm the account is not in arrears or over the credit limit. Verify if the “Card Lock” or “Freeze” feature is currently active in the customer's profile settings. | | Instruction 3 | Search the Authorization Log in the system using the card details. Locate the specific decline entry to identify the system Response Code. | | Instruction 4 | Based on the identified response code (such as NSF, Suspected Fraud, International Restriction, Invalid CVV, or Card Status), execute the corresponding standard procedure to remove temporary blocks, clear fraud flags, or advise the customer on the required next steps to allow the transaction. | | Instruction 5 | After resolving the decline, send the customer a “Transaction Status Update” notification via email confirming that the block has been lifted or outlining the next steps required. | ## Additional Guidelines When using knowledge grounding, Service Assistant automatically retrieves relevant articles to resolve customer inquiries based on the case details and assigned subagent. You don't need to configure this behavior by adding the Answer questions with knowledge action to subagents or creating instructions that state to search the knowledge base. Here are general guidelines to follow when using knowledge grounding with subagents. Find more details in [Knowledge with Subagents in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_topic_information.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88118e325">Guidelines</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d88118e328">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e325 ">Don’t use the Answer Questions with Knowledge action. </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e328 ">Service Assistant doesn’t use the action to retrieve knowledge. Adding the actions to a subagent has no effect. Knowledge retrieval is handled automatically by the Agentforce Data Libraries.</td> </tr> <tr class=""> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e325 ">Don’t tell the agent to review the knowledge base. </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e328 "> <p>Don’t write instructions that tell Service Assistant to review your knowledge base. Knowledge retrieval and grounding happens automatically through Agentforce Data Libraries.</p> <p style="margin-bottom:0;">If referencing a specific knowledge article is a mandatory step in the resolution workflow, you can write an instruction that explicitly states to review the specific article.</p> </td> </tr> <tr class=""> <td data-label="Guidelines" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e325 ">Expect summarized knowledge steps.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d88118e328 "> <p>Service Assistant summarizes the information from your knowledge articles to generate a service plan. This includes the step-by-step procedural information contained in the article.</p> <p style="margin-bottom:0;">As a result, the exact procedural details found in your knowledge articles might not always be included in the service plan. Service reps may have to look into the article for specific guidance using the articles cited in the Sources section of the component.</p> </td> </tr> </tbody> </table> <!-- document id=5eb10ea346417c54e28589acab8e9c482f96f14196a2d2bd4bc9c092cf26ee11 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_am_topic.md --> # Subagent: Appointment Management for Field Service in the Legacy Agentforce Builder Review the Appointment Management for Field Service subagent’s actions and reference actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> The Appointment Management for Field Service subagent includes these actions and associated reference actions. You can configure any element of the flows. To see an explanation of how these examples are configured, see [Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). | Agent Action | Reference Action | Description | Examples of what can be configured | | --- | --- | --- | --- | | [Cancel Appointment for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_cancel_appointment.htm&type=5&language=en_US) | Field Service: Cancel Service Appointment flow | Cancels a given service appointment. |   | | [Create Appointment for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_create_appointment.htm&type=5&language=en_US) | Field Service: Create Service Appointment flow | Creates a work order and a service appointment based on the contact and work type. | You can change where the address is taken from. Instead of taking the address from the contact, which is the default, you can take it from the account. | | [Get Appointment Information for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_get_appointment_info.htm&type=5&language=en_US) | Field Service: Get Appointment Information flow | Gets information about service appointments. | You can change the appointment identifier. | | [Get Appointment Time Slots for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_get_appointment_time_slots.htm&type=5&language=en_US) | Field Service: Get Appointment Time Slots flow | Gets available appointment time slots based on the time zone, operating hours, and scheduling policy. | You can change the operating hours and the scheduling policy. | | [Get Current Time for Field Service](https://help.salesforce.com/s/articleView?id=ai.agent_ref_fieldservice_get_current_time.htm&type=5&language=en_US) | Field Service: Get Current Time | Gets the current time according to the time zone. The time zone is taken from the operating hours that are associated with the service appointment’s service territory. |   | | [Get Engagement Topics for Field Service](https://help.salesforce.com/s/articleView?id=ai.agent_ref_fieldservice_get_engagement_topics.htm&type=5&language=en_US) | Get Engagement Topics invocable action | Retrieves a list of pairs from the engagement topics of the object ID (from the TopicId field) and its object name for the current messaging session. |   | | [Get Work Type for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_get_work_types.htm&type=5&language=en_US) | Field Service: Get Work Types flow | Receives a contact record and generates a list of work types. | You can configure this flow to include only relevant work types. | | [Schedule Appointment for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_schedule_appointment.htm&type=5&language=en_US) | Field Service: Schedule Service Appointment flow | Schedules a service appointment using a scheduling policy. | You can change the scheduling policy. | | [Update Appointment Times for Field Service](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_update_appointment_times.htm&type=5&language=en_US) | Field Service: Update Appointment Arrival Window flow | Updates a service appointment’s arrival window start and end times. |   | <!-- document id=be970248786abbe913455bcdaaa8558d9956c9e1ffb6ce85d33ca8b2bce7ad5c url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_conversational_topic.md --> # Subagent: Appointment Management from Agentforce Panel in the Legacy Agentforce Builder Review the Appointment Management from Agentforce Panel subagent’s actions and reference actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> | Agent Action | Reference Action | Description | | --- | --- | --- | | [Get Appointments By Criteria for Field Service](https://help.salesforce.com/s/articleView?id=ai.agent_ref_fieldservice_get_appointments_by_criteria.htm&type=5&language=en_US) | Invocable Action | Gets service appointments according to specified criteria. | | [Rebook and Notify for Field Service](https://help.salesforce.com/s/articleView?id=ai.agent_ref_fieldservice_rebook_and_notify.htm&type=5&language=en_US) | Invocable Action | Rebooks an appointment and notifies the customer. | <!-- document id=7d0e5ad98b3aa71c307e689ed3cd54e935e33d6a939fdf024a8caf2fee53b645 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_submit_return.md --> # Submit a Device Return or Refresh Request Submit a request through the Agentforce Employee Portal to return or refresh your company-issued hardware. This process routes your equipment correctly and updates inventory records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44149e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44149e74 ">To access Agentforce Employee Portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44149e74 "><strong>AI for Employee Portal</strong> permission set license and <strong>Use AI in Employee Portal</strong> user permission</td> </tr> </tbody> </table> 1. From **Agentforce Employee Portal**, find and select **Unified Catalog**. 2. Select **Hardware Requests** or search for a specific return template, such as **Request Device Return**. 3. Select your assigned asset from the list of equipment. 4. Provide the required details: - **Reason**: Enter a business justification or select a return reason. - **Requested Date**: Specify when you plan to return the hardware. 5. Select **Submit**. Monitor the **My Tickets** tab for status updates and return instructions. You'll receive notifications via email, Slack, or Microsoft Teams with shipping labels or drop-off details after an IT fulfiller processes your request. <!-- document id=8e72fef5444fa826a8105435afc280f854c688db25c7f2875866424a6765222a url=/admin/current/en-us/service/264-0-0/workforce_engagement_submit_service_resource_pref.md --> # Submit a Service Resource Preference Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you'd like to work. When planners schedule shifts, the scheduling tools consider your preferences. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> **User Permissions Needed** <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d54826e56">To do this</th> <th class="slds-cell-wrap" scope="col" id="d54826e59">Permission required</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="To do this" headers="d54826e56">To submit a service resource preference:</td> <td class="slds-cell-wrap" data-label="Permission required" headers="d54826e59">Shift Scheduling Agent<p>OR</p> <p>Workforce Engagement Agent</p> </td> </tr> </tbody></table> **Create Operating Hours with Time Slots** Create an Operating Hours record with the days and times that you prefer to work. 1. Open **Operating Hours** from the App Launcher. 2. Click **New**. 3. Name your operating hours, and select a time zone. Shift Scheduling and Workforce Management support time zones based on full hours, such as GMT+9:00 but not GMT+9:30. 4. Save your changes. 5. Click **Related**. 6. Under time slots, click **New**. 7. Select the day of week. Each time slot represents a day of the 7-day week. 8. Fill in the rest of the details for that day. 9. Save your changes. 10. Repeat these steps for each day of the week that's included in the operating hours. Use **Clone** to duplicate the same hours for a different day. **Create a Service Resource Preference** A Service Resource record represents each support rep. You can set one associated service resource preference in your Service Resource record. 1. Open **Service Resources** in the App Launcher. 2. Click the name of your own service resource. 3. Click **Related**. 4. Find the Preferences list, and click **New**. 5. Select the operating hours that you'd like to work. You have the option to create a set of operating hours when you click the dropdown. 6. Choose a start date for your preferred schedule. If you'd like this preference to continue indefinitely, leave the End Date field blank. 7. Save your changes. <!-- document id=042b577b17f09acdc003aa8c6d92a29f022ad7a091b1496e992ebaede466d77f url=/admin/current/en-us/service/264-0-0/workforce_engagement_submit_service_resource_preference.md --> # Submit a Service Resource Preference Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36097e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36097e58 ">To submit a service resource preference:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36097e58 "> <p>Shift Scheduling Agent</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Agent</p> </td> </tr> </tbody> </table> ## Create Operating Hours with Time Slots Create an Operating Hours record with the days and times that you prefer to work. 1. Open **Operating Hours** from the App Launcher. 2. Click **New**. 3. Name your operating hours, and select a time zone. Shift Scheduling and Workforce Engagement support time zones based on full hours, such as GMT+9:00 but not GMT+9:30. 4. Save your changes. 5. Click **Related**. 6. Under time slots, click **New**. 7. Select the day of week. Each time slot represents a day of the 7-day week. 8. Fill in the rest of the details for that day. 9. Save your changes. 10. Repeat these steps for each day of the week that's included in the operating hours. Use **Clone** to duplicate the same hours for a different day. ## Create a Service Resource Preference A Service Resource record represents each support rep. You can set one associated service resource preference in your Service Resource record. 1. Open **Service Resources** in the App Launcher. 2. Click the name of your own service resource. 3. Click **Related**. 4. Find the Preferences list, and click **New**. 5. Select the operating hours that you’d like to work. You have the option to create a set of operating hours when you click the dropdown. 6. Choose a start date for your preferred schedule. If you’d like this preference to continue indefinitely, leave the End Date field blank. 7. Save your changes. <!-- document id=842f8c7b1b865ce891955d9c8fdbe3a3869e76090592f64d9af44684297ad323 url=/admin/current/en-us/service/264-0-0/es_submit_direct_deposit_details_action.md --> # Submit Direct Deposit Details Action Submit an employee's request to update their direct deposit details, such as bank account number, routing number, deposit type, and payment order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> Edition with Employee Service</td></tr></tbody></table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">SubmitDirectDepositDetails</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Submit Direct Deposit Details</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Product ID (User needs to update product ID), Country Code, Currency Code, Payment Elections.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Case Reference ID.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "I need to update my direct deposit account details." - "Set my payroll deposit to Wells Fargo savings account." - "I want to link my salary direct deposit to my Wells Fargo account, number 5678." <!-- document id=a33bb456eddf4b1e38d46b1b9a4d169dc2a5d33c8148b365ffbc8c8f60c3939c url=/admin/current/en-us/service/264-0-0/es_submit_expense_report_action.md --> # Submit Expense Report Action Employees use this action to submit expense reports. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d67555e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d67555e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67555e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d67555e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This requires a mandatory receipt upload. Ensure to upload the necessary receipts to avoid delays in the submission process. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">SubmitExpenseReport</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Submit Expense Report</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Report Date, Report Name, Expense Items, Cost Center</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> <!-- document id=fe45b6f0647d477144f08a0c0a3e3d8707bfd965bf061ab757591c87c3ef3fe2 url=/admin/current/en-us/service/264-0-0/hr_svc_submit_resignation.md --> # Submit Resignation Deploy this template to give employees a structured, confidential framework to submit a formal resignation or exit request. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: - Default: Case Origin, Status. - Resignation Details: Proposed Last Working Date, Primary Reason, Comment. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=6aa678aec8e6eb4b054e307a4d34445715d3bd6fd02026941824f9c1cd2b6fa0 url=/admin/current/en-us/service/264-0-0/hr_svc_submit_resgn_tool.md --> # Submit Resignation Action Employees use this action to formally submit their resignation through the HR service agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d132528e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d132528e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d132528e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d132528e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">SubmitResignation</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Submit Resignation</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Employee ID, Proposed Last Working Day, Primary Reason, Comment, Service Definition ID</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Case Number, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “I want to submit my resignation.” - “Help me resign effective at the end of next month.” - “Start a resignation request with my last working day as July 31.” <!-- document id=9834a4265a43f01d655921353d8ff35139e070d3903df5c42d771af44009d593 url=/admin/current/en-us/service/264-0-0/hr_svc_submit_team_recog.md --> # Submit Team Recognition Deploy this template to provide employees with a standardized way to recognize their peers and submit team recognition requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Subject, Case Origin, Core Value Mapping, Message, Selection Mode, Individual Reports, Department Email. ## Fulfillment and Integration This template includes preconfigured integration using the 15Five connector to sync recognition achievements. Custom workflows can be further managed within Flow Builder. <!-- document id=bb7b3c57ff053b2a94f6974221f3700d13236ca2b98bf100ef449cfc7a0da982 url=/admin/current/en-us/service/264-0-0/workforce_engagement_request_time_off.md --> # Submit Time Off with Resource Absences Need to take a vacation or call in sick? Submit your time off with a resource absence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d180320e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180320e64 ">To submit a resource absence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180320e64 "> <p>Shift Scheduling Planner</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> </tbody> </table> 1. Open **Service Resources** in the App Launcher. 2. Click to open your Service Resource record. 3. Click **Related**. 4. Scroll down to Absences, and click **New**. 5. Fill in the details of your absence. 6. Save your changes. <!-- document id=195a475cedcb6e078cd6c2cc35211b691e01b277d2e872f0245e3867cfce0f13 url=/admin/current/en-us/service/264-0-0/workforce_engagement_submit_time_off.md --> # Submit Time Off with Resource Absences Need to take a vacation or call in sick? Submit your time off with a resource absence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> **User Permissions Needed** <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d74612e56">To do this</th> <th class="slds-cell-wrap" scope="col" id="d74612e59">Permission required</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="To do this" headers="d74612e56">To submit a resource absence:</td> <td class="slds-cell-wrap" data-label="Permission required" headers="d74612e59">Shift Scheduling Planner<p>OR</p> <p>Workforce Engagement Planner</p> </td> </tr> </tbody></table> 1. Open **Service Resources** in the App Launcher. 2. Click to open your Service Resource record. 3. Click **Related**. 4. Scroll down to Absences, and click **New**. 5. Fill in the details of your absence. 6. Save your changes. <!-- document id=798f5a14d98a91c729fa4c09c4d79f0ad36616eca2da26f786eb5dd329e5c2d5 url=/admin/current/en-us/service/264-0-0/workforce_engagement_submit_time_sheet.md --> # Submit Your Time Sheet Account for hours worked with time sheets. Submit a time sheet to your team lead for approval after you complete a set period of work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Workforce Engagement is scheduled for retirement. See [Workforce Engagement Retirement](https://help.salesforce.com/s/articleView?id=000395130&type=1&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101918e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101918e64 ">To submit a Time Sheet:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101918e64 ">Shift Scheduling Agent or Workforce Engagement Agent</td> </tr> </tbody> </table> 1. Open **Service Resources** in the App Launcher. 2. Select a service resource. 3. Click **Related**. 4. Scroll down to Time Sheets, and click **New**. 5. Set the start and end dates for the time sheet duration. 6. Select **Submitted** from the Status dropdown menu. 7. Save your changes. <!-- document id=a723741aff950b10aaf45f906a9c279b8e1720f8714a39bbb4ccc3e1e630ce80 url=/admin/current/en-us/service/264-0-0/ideas_feeds.md --> # Subscribe to Syndication Feeds for Ideas Syndication feeds enable users to subscribe to changes in Ideas and receive updates in external news readers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24951e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24951e57 ">Edit on ideas</td> </tr> </tbody> </table> For users to be able to subscribe to Ideas syndication feeds, the following prerequisites are necessary: - Ideas must be exposed publicly using Salesforce Sites. - The Categories field must be enabled in Ideas. This field is enabled by default for some organizations. To subscribe to a syndication feed, click the feeds icon on the following Ideas pages: - Popular Ideas subtab - Recent Ideas subtab - Top All-Time subtab - Comments subtab This feed lists comments separately even when they belong to the same idea. Conversely, the Comments subtab groups comments for a single idea together. The Comments subtab shows only the number of recent comments for that idea. - Recent Activity page To subscribe to a feed with all the comments posted by a specific member, click the member's name below any of their ideas or comments. Then click the feeds icon on the member's Recent Activity page. When you subscribe to another member's Recent Activity feed, the feed includes recent comments from only that member and no other user. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Child ideas (ideas that have been merged with a parent idea) aren’t included in any feeds. Only parent ideas are included. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") <!-- document id=672a9f5e41f9c280838e4fe2da0ff8eba023ee9001284a860c0df6390d0c17dd url=/admin/current/en-us/service/264-0-0/einstein_replies_intro.md --> # Suggest Replies with Einstein Service Replies and Reply Recommendations Save service reps time and create a consistent service experience. Use Einstein generative AI with Service Replies to draft and recommend relevant replies to service reps during chat or messaging sessions, or for case emails. Or, use the predictive AI Reply Recommendations experience with replies based on your Salesforce org’s closed transcripts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Service Replies uses Einstein generative AI to draft responses for your support team, without requiring separate model training or regular Reply Recommendations setup. In a chat, Einstein quickly drafts fluent and courteous replies based on conversation context. From the case, Einstein drafts emails based on recommended Knowledge articles. . Add grounding to Service Replies with [Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&type=5&language=en_US) or [Agentforce Data Library](https://help.salesforce.com/s/articleView?id=ai.data_library_parent.htm&type=5&language=en_US) to get recommendations based on your Knowledge base, your uploaded files, or the case object. Reply Recommendations without generative AI drafts replies based on your org’s closed chat transcripts. No need to manually compose or search for replies. Service reps can select the most relevant replies from a short list to post in open chats or messaging sessions. Reply recommendations are extra helpful to new reps or to reps handling multiple chats simultaneously. - **[Einstein Service Replies](https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_service_replies.htm&release=264.0.0&type=5)** Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page. - **[Einstein Reply Recommendations](https://help.salesforce.com/s/articleView?id=service.reply_rec_intro.htm&release=264.0.0&type=5)** Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them. <!-- document id=b179ba8e7abef3d76a880ada984b30c53d43c100212fcdb2a8f4f7fc9717ac90 url=/admin/current/en-us/service/264-0-0/sol_suggestion.md --> # Suggested Solutions Overview The suggested solutions feature displays up to ten relevant solutions that may help users and customers solve a particular case from the case detail page, Salesforce Customer Portal, or the Self-Service portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6233e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">To enable suggested solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6233e55 "> <p>Manage Self-Service Portal</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Suggested solutions can lower support costs by: - Reducing the time it takes for customer support reps to solve cases - Improving customer support reps' productivity by offering them proactive access to all solutions for any case - Enabling customers to solve and close their own cases The solutions displayed are not simply found via a keyword search. Rather, the following variables are entered into a formula that automatically scores the relevancy of each solution to the particular case: - Word frequency in all solutions - Word frequency in similar cases with related solutions - Proximity of the keywords within the solutions - Word similarities to self-closed cases and solutions rated useful by Self-Service users - The number of additional cases associated with a solution You can enable suggested solutions for the following: Cases tab Users can click **View Suggested Solutions** from the case detail page to view a list of solutions relevant to their case. If multilingual solutions is enabled for your organization, search results return solutions in all languages that have matching keywords. However, search results across all languages might not be reliable because terms searched from one language to another are processed differently. Customer Portal and Self-Service portal Customers can view solutions relevant to their case when they submit a case or view cases online. Customers can self-close their cases using suggested solutions. When customers log new cases or click the **View Suggested Solutions** button on an existing case in the Customer Portal or Self-Service portal, a list of suggested solutions is displayed, including solutions in multiple languages for organizations with multilingual solutions enabled. When customers select a solution from the list, they can click **Yes** after **Does this Solution help you answer your question?** and then select a reason as to why they closed their case. The case will close with an indication on the Closed by Self-Service User case field. If the customer clicks **No**, they will be returned to the list of suggested solutions. If no suggested solutions are found, the Suggested Solutions Page is bypassed, and the customer is directed to their case. Case auto-response rules and emails Your support team can help customers solve their own cases without the assistance of customer support reps. Simply create email auto-responses for cases submitted via email, Web-to-Case, or the Self-Service portal. Within the auto-response email template, include the suggested solutions merge field, {!Case\_Suggested\_Solutions}, which provides outbound emails with direct links to the subject and description of each solution that may help customers answer their inquiries. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Sending mass emails using templates with the suggested solutions merge field can take several minutes and isn’t recommended. The Closed by Self-Service User field, along with a Closed When Created field, can be added to case page layouts. These fields are automatically set by Salesforce and can’t be modified. You can run reports on the Closed by Self-Service User and Closed When Created fields to see how cases have been closed. - Report on the Closed by Self-Service User field to see how many cases have been closed by users via suggested solutions on the Self-Service portal - Report on the Closed When Created field to see how many cases have been immediately saved and closed upon creation by support reps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note - Suggested solutions don’t display Salesforce Knowledge articles. - Suggested solutions isn’t available for the public solutions because public solutions users don’t have an authenticated login that allows them to create or access cases. #### See Also - [Multilingual Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_translate.htm&release=264.0.0&type=5 "The multilingual solutions feature helps you translate solutions and solution categories into the languages supported by Salesforce so that customers and support reps can find answers to inquiries in the language with which they are most comfortable.") <!-- document id=a0561ea28dd6855a2fd7847e20cd77edab41b04e6d6f74cadafe613c3cda291f url=/admin/current/en-us/service/264-0-0/afcc_sv_supervise.md --> # Supervise and Train Reps on Salesforce Voice Train and monitor your Salesforce Voice reps. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Listen In to a Voice Call in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_listen_in.htm&release=264.0.0&type=5)** To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t. <!-- document id=ef73f28cb7253bb0ec6597b914b958cba203071a040ca0d484d1544a1c22913e url=/admin/current/en-us/service/264-0-0/voice_supervisor_monitoring.md --> # Supervise and Train Reps on Salesforce Voice Train and monitor your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Train Your Reps on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_pt_train_agents.htm&release=264.0.0&type=5)** Use these resources to help your contact center reps become familiar with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)’s softphone and features. Some features may differ depending on what features your telephony provider offers. - **[Listen In to a Voice Call](https://help.salesforce.com/s/articleView?id=service.voice_pt_listen_in.htm&release=264.0.0&type=5)** To improve a contact center’s call handling, supervisors can listen in to any ongoing call from Command Center for Service. They can listen to only one call at a time. When a supervisor listens in to the call, the rep is notified in the chat transcript, but the customer isn’t. - **[Interrupt a Voice Call with Supervisor Barge-In](https://help.salesforce.com/s/articleView?id=service.voice_barge_in.htm&release=264.0.0&type=5)** To quickly respond to a rep's flag or to deescalate an ongoing voice call, barge in and take over the call. - **[Change Reps or Groups Assigned to Voice Queues](https://help.salesforce.com/s/articleView?id=service.omnichannel_change_queue_assignments.htm&release=264.0.0&type=5)** If a rep's role changes or they switch teams, a supervisor can reassign them to a different queue. How you reassign a rep to a Voice queue depends on whether your telephony provider supports adding reps or groups of reps to queues. For example, Amazon Connect supports adding only groups of reps (routing profiles) to a queue—you can't add reps directly to a queue. This procedure applies to externally routed voice queues only. - **[Change Reps Assigned to Groups](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_change_groups.htm&release=264.0.0&type=5)** When Queue Management is enabled, supervisors can reassign reps to contact center groups on the fly. For example, if a queue gets swamped with calls and reps are running at capacity, a supervisor can reassign a group of reps from another queue. You can’t reassign reps from different contact centers at the same time. Instead, make changes to each contact center separately. - **[Analyze Call Recordings for Insights](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights_intro.htm&release=264.0.0&type=5)** Give supervisors the data they need to coach reps on interactions with customers. Einstein Conversation Insights identifies key moments in conversation recordings to provide insight into call structure, rep talk/listen ratios, how and when customized keywords like product names are mentioned, and more. - **[View Real-Time Metrics about Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.omnichannel_open_realtime_metrics_report.htm&release=264.0.0&type=5)** To get the latest metrics about your contact center, open Amazon Connect’s Real-Time Metrics dashboard directly from Command Center for Service. The dashboard shows key metrics such as the reps online, handled and abandoned calls, and more. - **[Track Contact Center KPIs with the CRM Analytics App](https://help.salesforce.com/s/articleView?id=service.voice_setup_analytics.htm&release=264.0.0&type=5)** Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information. #### See Also - [Service Reporting](https://help.salesforce.com/s/articleView?id=service.omnichannel_reporting.htm&language=en_US) - [Compare Einstein Conversation Insights for Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_conversation_insights.htm&type=5&language=en_US) <!-- document id=99efff3b648c9e4554373281b2b17f4d9b2736117153f4773ceea23bb0b90f8f url=/admin/current/en-us/service/264-0-0/knowledge_setup_multilingual.md --> # Support a Multilingual Knowledge Base Reach a global audience by offering your knowledge base in multiple languages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44918e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e59 ">To set up multiple languages for Salesforce Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e59 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> </tbody> </table> 1. In Setup, enter Knowledge Settings in the Quick Find box, then select **Knowledge Settings**. 2. Click **Edit**. 3. Select Multiple Languages and add the languages you want to include in your knowledge base. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important You can add the languages that your instance of Salesforce supports. But you can't remove any languages that have been added to your knowledge base. 4. Choose which settings you want to apply to language. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:32.467532467532465%"> <col style="width:67.53246753246754%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44918e143">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d44918e146">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e143 "> <samp class="parmname">Active</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e146 "> <p>Active languages appear in the New Article and Submit for Translation dialog boxes. </p> <p style="margin-bottom:0;">The active/inactive status determines whether a published article is visible. For example, if Spanish articles are published to your partner portal and then you make Spanish an inactive language, the articles no longer appear.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e143 "> <samp class="parmname">Default Assignee</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e146 ">The default assignee is automatically assigned articles submitted for translation. The default assignee can be either an individual person or a queue.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e143 "> <samp class="parmname">Default Reviewer</samp> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d44918e146 ">The default reviewer is automatically assigned finished translations that are ready to be reviewed or published. The default reviewer can be either an individual person or a queue.</td> </tr> </tbody> </table> 5. Save your changes. 6. If you want, create queues to distribute and assign articles to groups of people who can either translate them or review the finished translations. When setting up queues, use the Knowledge Article Version object. #### See Also - [Select Languages for Your Org](https://help.salesforce.com/s/articleView?id=xcloud.admin_select_languages_for_your_org.htm&type=5&language=en_US) - [Support Knowledge Articles in Multiple Languages](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_overview.htm&release=264.0.0&type=5 "Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor.") <!-- document id=cd75240428a16a135038f472157ddbb32ff98f23a68faf0653aeb12f21a9498d url=/admin/current/en-us/service/264-0-0/omnichannel_work_with_customers.md --> # Support Customers Using the Omni-Channel Component To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. To open the Omni-Channel component: 1. For the sidebar layout, click the Omni-Channel sidebar component ![Omni-Channel component sidebar icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_icon_01.png) icon on the left-hand side of the screen. 2. For the utility-bar version, click **Omni-Channel** in the footer of your screen. If you don’t see the Omni-Channel component in your app, check with your admin. 2. Click the dropdown menu and select your status. When you mark your status as available in Omni-Channel, a green dot appears next to your status and you begin receiving work requests, like phone calls. Work items assigned to you appear in the Omni-Channel component until you complete, transfer, or decline them. 3. To accept an incoming work item, click the checkmark button in the Omni-Channel component. When you accept a work item, the Omni-Channel component shows a timer. The timer shows the duration since the work item was first added to a queue. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If your Omni-Channel component loses its connection, it tries to reestablish the connection for two minutes. If it fails, you’re disconnected. To reconnect, update your status. - **[Understanding the Omni-Channel Component Layout](https://help.salesforce.com/s/articleView?id=service.omnichannel_component_layout.htm&release=264.0.0&type=5)** When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features. - **[Understanding Your Work Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_rep_capacity.htm&release=264.0.0&type=5)** Your work capacity determines how many units of work you can handle at a given time. For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call. Your admin configured capacity for you. - **[Configure Your Audio Device and Incoming Work Notifications](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_work_notifications.htm&release=264.0.0&type=5)** If you receive phone calls on the wrong audio device, change the device. Also, to ensure that you don't miss an incoming work item in Omni-Channel, enable audible signals. In case you navigate away from the Omni-Channel component window, set up visual notifications as well. - **[Keyboard Shortcuts for Quick Controls](https://help.salesforce.com/s/articleView?id=service.omni_keyboard_shortcuts.htm&release=264.0.0&type=5)** Configure and use customized keyboard shortcuts for quick Omni-Channel actions such as accepting, declining, and ending work items. Reps can configure their own shortcuts for key actions directly within the Enhanced Omni-Channel utility. Keyboard shortcuts can be configured and used even if the rep’s phone type is a desk phone. #### See Also - [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.") <!-- document id=67f9f4060011512ed009988aac697179cf152d563a4b7acabbbb07f857e432a0 url=/admin/current/en-us/service/264-0-0/es_employee_service_for_enhanced_employee_support_experience.md --> # Support Employees with HR Service HR Service creates a positive work environment and improves employee satisfaction by enabling companies to efficiently address employee queries and service requests. The streamlined workflows in HR Service improve the response times of service reps, elevating their experience and productivity. The improved employee and service rep morale ultimately drives business success. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[HR Service Setup](https://help.salesforce.com/s/articleView?id=service.es_employee_service_setup.htm&release=264.0.0&type=5)** Integrate HR Service with external systems and assign user permissions. Set up the different portals and the console: Employee Portal for employee self-service, the HR service delivery app (HR Service Console), and Alumni Portal for alumni engagement. - **[Self-Service with Employee Portal](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_tour.htm&release=264.0.0&type=5)** As an employee, use the Employee Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and obtain manager approvals. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your own employee profile information. - **[Employee Support with HR Service Console](https://help.salesforce.com/s/articleView?id=service.es_hr_service_workspace_tour.htm&release=264.0.0&type=5)** Service representatives can use HR Service Console as a one-stop solution for human resource (HR) service delivery. The service representatives can create, update, and delete employee records; get a comprehensive understanding of employees; communicate with employees; get insights from reports and dashboard; create and track cases; resolve service requests; and manage knowledge articles. - **[Alumni Services with Alumni Portal](https://help.salesforce.com/s/articleView?id=service.es_ap_alumni_portal.htm&release=264.0.0&type=5)** As an alumnus, use the Alumni Portal site to read knowledge articles for solutions to common problems, quickly navigate to important and frequently used resources and pages, submit service requests through Service Catalog, and network with alumni. For further support, create cases or contact a service representative through the email, voice, or messaging channels. You can also manage your profile information. <!-- document id=7c63ec0ad10f7ca2cb4a2cbe57876c5014ed9229e7760457adcbca10401621fc url=/admin/current/en-us/service/264-0-0/knowledge_translation_overview.md --> # Support Knowledge Articles in Multiple Languages Reach a wider audience by providing knowledge articles in any Salesforce-supported languages. Translate articles in-house or work with a localization vendor. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you add languages to your knowledge base, decide for each language whether you want to translate articles directly in Salesforce or export articles to a translation vendor. Communicate your decision to the people involved in the translation process (authors, reviewers, translation managers, publishers). Different languages can use different translation methods. For example, you may want to export articles to a localization vendor for French translations, but assign articles to an internal Knowledge user for Spanish translations. When adding a language to your knowledge base, keep in mind that it can't be deleted; however, you can hide a language by making it inactive. Deactivating a language means it no longer appears as a choice in the New Article dialog or the Submit for Translation dialog. Also, if articles are already published in the language, those articles are no longer visible to readers when the language is deactivated. To hide translated articles for a specific language, deselect Active next to the language on the Settings page. - **[Support a Multilingual Knowledge Base](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_multilingual.htm&release=264.0.0&type=5)** Reach a global audience by offering your knowledge base in multiple languages. - **[Export Articles for Translation](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_export.htm&release=264.0.0&type=5)** If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Export Articles for Translation feature in Setup. - **[Import Translated Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_translation_import.htm&release=264.0.0&type=5)** If your organization sends Salesforce Knowledge articles to a vendor for translation, use the Import Article Translations feature in Setup. You can only import articles that have been exported from the same Salesforce organization. For example, you can't export articles from your test or sandbox organization and import them into your production organization. - **[Set Up Primary Article and Translation Side-By-Side View](https://help.salesforce.com/s/articleView?id=service.knowledge_primary_translation_comparison_view.htm&release=264.0.0&type=5)** Look at a translated article and do a side-by-side comparison with the primary language version of the article. Admins can add a primary article component to the page layout so authors can view the primary language version beside the translated article. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) - [Supported Languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US) <!-- document id=ca8a60e96a84fba3dd0de8da896a971b9883368b0e6ce1ca5f087cb677973089 url=/admin/current/en-us/service/264-0-0/channel_object_linking_agent_experience.md --> # Support Rep Experience for Channel-Object Linking (Beta) While the support rep is in a session with a user, a notification appears in the Lightning console when a rule takes place. The support rep can click the link in the notification to get more detail or perform other actions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Check out [Individual-Object Linking](https://help.salesforce.com/s/articleView?id=service.support_individual_object_linking_intro.htm&type=5&language=en_US) for a modernized, flexible solution. Individual-Object Linking associates lead, contact, employee, and person account records to voice calls, cases from Email-to-Case, and messaging sessions in all channels. For example, let’s say you create a rule for text messages that links conversations to contact records. And you specify that the link occurs automatically when there’s one match. If a support rep speaks with someone at a phone number matching a contact’s number, the support rep’s notified that the conversation is linked automatically to that contact. The support rep can review the changes and optionally cancel the new link. ![Linking notification](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_agent_notification.png) The following table describes all the possible scenarios and the default behavior for each scenario. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40940e85">Matches Found</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40940e88">Linking Logic (Specified During Rule Setup)</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40940e91">Default Behavior</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d40940e94">Additional Options</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Matches Found" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d40940e85 ">0</td> <td data-label="Linking Logic (Specified During Rule Setup)" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e88 ">Create Record and Link</td> <td data-label="Default Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e91 ">Record is automatically created and linked to channel interaction.</td> <td data-label="Additional Options" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e94 ">Support rep can link to a different record or unlink the auto-linked record.</td> </tr> <tr class=""> <td data-label="Linking Logic (Specified During Rule Setup)" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e88 ">Prompt Support Rep</td> <td data-label="Default Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e91 ">Support rep is prompted to search for or create a record to link to.</td> <td data-label="Additional Options" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e94 ">Support rep can cancel the action.</td> </tr> <tr class=""> <td data-label="Matches Found" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d40940e85 ">1</td> <td data-label="Linking Logic (Specified During Rule Setup)" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e88 ">Auto-Link Record</td> <td data-label="Default Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e91 ">Record is automatically linked to channel interaction.</td> <td data-label="Additional Options" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e94 ">Support rep can link to a different record or unlink the auto-linked record.</td> </tr> <tr class=""> <td data-label="Linking Logic (Specified During Rule Setup)" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e88 ">Prompt Support Rep</td> <td data-label="Default Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e91 ">Support rep is prompted with the suggested record and can search for, or create, a different record to link to.</td> <td data-label="Additional Options" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e94 ">Support rep can cancel the action.</td> </tr> <tr class=""> <td data-label="Matches Found" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e85 ">2 or more</td> <td data-label="Linking Logic (Specified During Rule Setup)" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e88 ">N/A</td> <td data-label="Default Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e91 ">Support rep is prompted with the suggested records and can search for, or create, a different record to link to.</td> <td data-label="Additional Options" class="slds-cell-wrap" style="vertical-align:top;" headers="d40940e94 ">Support rep can cancel the action.</td> </tr> </tbody> </table> The matching logic looks for contact records where the value in the phone number field corresponds to most of the digits in the caller’s phone number. It ignores the country code and matches the remaining digits. For example, suppose that a customer with the US phone number 415-555-1234 calls your contact center. Your org has three contact records for this customer, and each record has a variant of the customer’s phone number: - Contact record 1’s phone number is 415-555-1234. - Contact record 2’s phone number is 1-415-555-1234. - Contact record 3’s phone number is +1 415-555-1234. The matching logic recognizes that these records match the caller’s number, so it suggests them as matches and prompts the support rep to link the call to the contact record. When a contact is matched with a Voice Call record, the Caller field or the Recipient field on the Voice Call record is updated depending on the call type. For inbound and transferred calls, the caller field is updated. For outbound and returned calls, the recipient field is updated. <!-- document id=354d42f3794ea9386e932907d6647619860983a0345a0ed1de68471b952b2200 url=/admin/current/en-us/service/264-0-0/mfs_supported_barcodes.md --> # Supported Barcodes Learn about the barcodes that are compatible with the Salesforce Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> To allow for innovation and to keep Salesforce current in the rapidly evolving mobile market, minimum platform requirements are subject to change at the sole discretion of Salesforce, with or without advance notice. To build your own barcode scanning experience using Lightning web components, use the Barcode Scanner plug-in. See [Scan Barcodes on a Mobile Device](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_mobile_lwc_barcode_scanner.htm). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:39.0625%"> <col style="width:60.9375%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38280e88">Device</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38280e91">Barcodes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Device" class="slds-cell-wrap" style="vertical-align:top;" headers="d38280e88 ">Android</td> <td data-label="Barcodes" class="slds-cell-wrap" style="vertical-align:top;" headers="d38280e91 "> <ul> <li>Aztec</li> <li>Codabar</li> <li>Code-39</li> <li>Code-93</li> <li>Code-128</li> <li>Data Matrix</li> <li>EAN-8, EAN-13</li> <li>ITF</li> <li>PDF417</li> <li>QR Code</li> <li>UPC-A, UPC-E</li> </ul> </td> </tr> <tr class=""> <td data-label="Device" class="slds-cell-wrap" style="vertical-align:top;" headers="d38280e88 ">iOS</td> <td data-label="Barcodes" class="slds-cell-wrap" style="vertical-align:top;" headers="d38280e91 "> <ul> <li>Aztec</li> <li>Codabar</li> <li>Code-2 of 5 Interleaved, Code-2 of 5 Interleaved Checksum</li> <li>Code-39, Code-39 Checksum, Code-39 Full ASCII, Code-39 Full ASCII Checksum</li> <li>Code-93, Code-93i</li> <li>Code-128</li> <li>Data Matrix</li> <li>EAN-8, EAN-13</li> <li>GS1 Data Bar, GS1 Data Bar Expanded, GS1 Data Bar Limited</li> <li>ITF-14</li> <li>Micro PDF417</li> <li>Micro QR</li> <li>PDF417</li> <li>QR Code</li> <li>UPC-E </li> </ul> </td> </tr> </tbody> </table> <!-- document id=59b05599a614ea0f86f5254626c8d70507f39a30c8438f2b7a028db6d47966ba url=/admin/current/en-us/service/264-0-0/live_agent_chat_notifications_supported_browsers.md --> # Supported Browsers for Chat Notifications Chat notifications help agents respond to chats efficiently by alerting agents when certain events occur. The types of chat notifications that are supported are determined by the web browsers your agents use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Two types of chat notifications are available in Chat. Chat request notifications Notifies an agent when the agent receives a chat request; available as audio notifications and desktop notifications Disconnect notifications Notifies an agent when the agent is disconnected from Chat; available as audio notifications only | Browser | Version | Audio Notifications Supported? | Desktop Notifications Supported? | | --- | --- | --- | --- | | Google Chrome™ | Most recent stable version | Yes | Yes | | Mozilla® Firefox® | Most recent stable version | Yes | Yes | | Apple® Safari® | 6.x on Mac OS X | Yes | Yes | | Windows® Internet Explorer® | 11 | Yes | No | <!-- document id=deeff607e76b95b78410ea9c99fd9bacd684424911a414c3c7e6c0668e7077fc url=/admin/current/en-us/service/264-0-0/mfs_data_types.md --> # Supported Data Types in the Field Service Mobile App Learn which data types are supported in the Field Service mobile app for Android and iOS. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> | Data Type | Supported? | | --- | --- | | Auto Number | Supported | | Formula | Supported | | Roll-Up Summary | Not supported | | Lookup Relationships | Not supported | | External Lookup Relationship | Not supported | | Checkbox | Supported (Shows Yes/No) | | Currency | Supported | | Date | Supported | | Date/Time | Supported. These fields aren't supported: Scheduled End, Scheduled Start, Arrival Window End, Arrival Window Start. | | Email | Supported | | Geolocation | Supported | | Number | Supported | | Percent | Supported | | Phone | Supported | | Picklist | Supported. Picklists with fewer than six options are shown in an expanded view. | | Picklist (Multiple Select) | Supported. Picklists with fewer than six options are shown in an expanded view. | | Text | Supported | | Text Area | Supported | | Text Area (Long) | Supported | | Text Area (Rich) | Supported | | Text Area (Encrypted) | Supported | | Time | Not supported. Time fields without a date aren't supported. | | URL | Supported | #### See Also - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") - [Customize the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_customize.htm&release=264.0.0&type=5 "Learn how to customize the Field Service mobile app’s screens, actions, and branding settings, and create unique mobile experiences for different user profiles.") <!-- document id=e8e0e857aa7e15cb0427e3d34319c4c7b9ba72ed46f2b6e37a345c246a152664 url=/admin/current/en-us/service/264-0-0/einstein_service_intro.md --> # Supported Editions for AI Solutions for Service Learn about the Salesforce editions and add-ons that support the Service AI features. ## Editions and Add-Ons <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d13005e48">Product</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d13005e51">Editions</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d13005e54">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d13005e57">Add-ons</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Agentforce Service Agent</td> <td data-label="Editions" class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d13005e51 d13005e54 d13005e57 ">For availability information, see <a href="https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&type=5&language=en_US" target="_blank">Agent Types and Considerations</a>.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Agentforce Service Assistant</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 "> <p>Available in:</p> <ul> <li>Agentforce for Service Add-on - Enterprise Edition</li> <li>Agentforce for Service Add-on - Performance Edition</li> <li>Agentforce for Service Add-on - Unlimited Edition</li> <li>Service Cloud - Agentforce 1 Edition</li> <li>Service Cloud - Performance Agentforce 1 Edition </li> </ul> </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 "> <p style="margin-bottom:0;" dir="ltr">The Service Planner add-on or the Agentforce for Service add-on.</p> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Article Recommendations </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs. </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">N/A</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Bots</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise, Performance, Unlimited, and Developer editions. </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Salesforce Classic and Lightning Experience. Setup for Einstein Bots is available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license includes 25 conversations per user per month. For additional conversations, get the Einstein Bot Conversations add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Case Classification </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs or Government Cloud. </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Salesforce Classic and Lightning Experience. Setup for Einstein Case Classification is available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Enterprise and Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license include one data segment. For additional data segments, auto-triage, and access to Case Classification for Flow, get the Agentforce for Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Case Wrap-Up </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs or Government Cloud. </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Enterprise and Unlimited editions with Agentforce Service (formerly Service Cloud) or a CRM license include one data segment. For additional data segments and auto-triage, get the Agentforce for Service add-on. </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Conversation Mining </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 "> Available in Performance, Unlimited, and Developer editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Service Intelligence add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Knowledge Creation </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Reply Recommendations </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise, Performance, and Unlimited editions. </td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Service Replies</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service add-on or Agentforce 1 Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Einstein Work Summaries</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Requires Agentforce for Service, Agentforce 1 Service, or Einstein GPT Service add-on. </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Enhanced Summaries</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service or Agentforce 1 Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Service AI Adoption and Analytics</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience.</td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service or Agentforce 1 Service add-on.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e48 ">Service AI Grounding</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e51 ">Available in Enterprise and Unlimited editions.</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e54 ">Available in Lightning Experience. </td> <td data-label="Add-ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d13005e57 ">Agentforce for Service add-on.</td> </tr> </tbody> </table> To learn more about add-ons, contact your account executive or [Add Products and Licenses with the Your Account App.](https://help.salesforce.com/s/articleView?id=xcloud.users_add_products_subscription_management.htm&type=5&language=en_US). Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight. #### See Also - [Einstein Recommendation Builder](https://help.salesforce.com/s/articleView?id=sales.custom_ai_recommendation_builder.htm&type=5&language=en_US) <!-- document id=9f925af47fd6f7fcea04741b36a49ecc2756ff8df0db436cca6716d97a9c1e72 url=/admin/current/en-us/service/264-0-0/embedded_menu_editions.md --> # Supported Editions for Channel Menu Learn about the Salesforce user interfaces and editions that support Channel Menu. ## User Interfaces Channel Menu is available in Setup in Lightning Experience. ## Editions Channel Menu is available in these editions. - Essentials - Professional - Performance - Unlimited <!-- document id=c9b0340ac7b98e8af474001207fdffcde9d362e7e1b36b80f7385fbb422a8b40 url=/admin/current/en-us/service/264-0-0/customizesupport_email_editions.md --> # Supported Editions for Email-to-Case Learn about the Salesforce editions and user interfaces that support Email-to-Case. ## User Interfaces Email-to-Case is available in Salesforce Classic and Lightning Experience. ## Editions Email-to-Case is available in these editions. - Essentials - Starter - Professional - Enterprise - Performance - Unlimited - Developer <!-- document id=e6596fc5565c6e592c4cbe20bcc7f4cfb468eeb48374486c435df1a4f190d1fa url=/admin/current/en-us/service/264-0-0/fwm_editions.md --> # Supported Editions for Frontline Workforce Management Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management. ## User Interfaces Frontline Workforce Management is available in Lightning Experience only. ## Editions Frontline Workforce Management is available in these editions. - Enterprise - Performance - Unlimited ## Add-Ons To access Frontline Workforce Management, you need these add-on licenses: - FrontlineWorkforceManagementAddOn - UnifiedWorkforceManagementAddOn To learn more about add-ons, contact your account executive or go to Your Account. #### See Also - [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.") - [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.") - [Workload Histories and Intelligent Forecasts](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecasts_about.htm&release=264.0.0&type=5 "A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.") - [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..") - [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.") <!-- document id=41d91baebf4b3927d6d4dcb047fcf3f2c172468312332ca30b1efc80404388b8 url=/admin/current/en-us/service/264-0-0/legacy_editions.md --> # Supported Editions for Legacy Service Features Learn about the editions and user interfaces that support earlier versions of Agentforce Service (formerly Service Cloud) features. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:30%"> <col style="width:45%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7137e41">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7137e44">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d7137e47">Editions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Chat</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 "> <ul> <li>Available in Performance Edition and in Developer Edition orgs created after June 14, 2012</li> <li>Available in Essentials, Unlimited, and Enterprise editions with Service or Sales</li> <li>Not supported in Government Cloud Plus</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Chat: Embedded Chat</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Lightning Experience</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Enterprise, Performance, Unlimited, and Developer editions with Service or Sales</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Ideas</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Salesforce Classic </td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Legacy Agent Console</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Salesforce Classic. Setup for Legacy Agent Console is available in Salesforce Classic and Lightning Experience.</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Open CTI</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Self-Service Portals</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Salesforce Classic</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Solutions</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Salesforce Classic</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Workforce Engagement</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Lightning Experience</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Enterprise, Performance, and Unlimited editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e41 ">Zones</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e44 ">Available in Salesforce Classic</td> <td data-label="Editions" class="slds-cell-wrap" style="vertical-align:top;" headers="d7137e47 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Service Setup is available in Lightning Experience only in orgs created before Spring '26. <!-- document id=17856e54ea3adfdaf3d5553cb72e60156fe3e825fc726784b47e0d8bf6270b26 url=/admin/current/en-us/service/264-0-0/messaging_editions.md --> # Supported Editions for Messaging Learn about the Salesforce editions, add-ons, and user interfaces that support Messaging. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_editions__d352e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_editions__d352e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:60%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102225e80">Product</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102225e83">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102225e86">Editions & Add-Ons</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 "> Enhanced Chat</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 "> <p>Available in: </p> <ul> <li>Enterprise edition for Service with the Digital Engagement add-on or the Agentforce Contact Center Digital add-on</li> <li>Enterprise edition for Sales with the Sales Engagement add-on</li> <li>Unlimited edition for Service or Sales</li> <li>Developer edition</li> </ul> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 "> Enhanced Messaging for WhatsApp, Facebook Messenger, Apple Messages for Business, SMS, and LINE</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 "> <p>Available in: </p> <ul> <li>Enterprise and Unlimited editions for Service or Sales with the Digital Engagement add-on or the Agentforce Contact Center Digital add-on</li> <li>Developer edition</li> </ul> <p>Outbound messaging in WhatsApp requires:</p> <ul> <li>WhatsApp Outbound Messages add-on for Digital Engagement, or</li> <li>Salesforce Message Credits - WhatsApp (1,000) add-on for Agentforce Contact Center Digital. WhatsApp message credit requirements apply starting March 27, 2026.</li> </ul> <p>SMS short code channels (US & Canada) require:</p> <ul> <li>Short Codes add-on for Digital Engagement, or</li> <li>Salesforce Message Credits - SMS (1,000) for Agentforce Contact Center Digital, and country-specific lease and setup licenses. SMS message credit requirements apply starting March 27, 2026, with additional updates on May 1, 2026.</li> </ul> <p>SMS long code and toll-free channels require:</p> <ul> <li>Digital Engagement add-on, or</li> <li>Salesforce Message Credits - SMS (1,000) for Agentforce Contact Center Digital, and country-specific lease, setup, brand, and campaign licenses (vary by code type). SMS message credit requirements apply starting March 27, 2026, with additional updates on May 1, 2026.</li> </ul> <p style="margin-bottom:0;">Not supported in Government Cloud Plus or Trailhead playgrounds.</p> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 ">Catalog Messages for WhatsApp</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 ">Available in Professional, Enterprise, Performance, and Unlimited editions for Service with Agentforce Contact Center Digital.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 ">Unified WhatsApp</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 "> <p>Available in:</p> <ul> <li>Enterprise and Unlimited Editions for Service Cloud</li> <li>Growth or Advanced Editions Marketing Cloud Next</li> <li>Pro+, Corporate+, and Enterprise+ Editions for Marketing Cloud Engagement</li> </ul> <p style="margin-bottom:0;">Outbound messaging for Unified WhatsApp requires the Salesforce Message Credits - WhatsApp (1,000) add-on for Agentforce Contact Center Digital. </p> </td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 ">Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 ">Available in Enterprise, Unlimited, and Developer editions for Service or Sales with the Digital Engagement add-on with Partner Messaging or the Agentforce Contact Center Digital add-on with Partner Messaging.</td> </tr> <tr class=""> <td data-label="Product" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e80 ">Bring Your Own Bot</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e83 ">Available in Lightning Experience</td> <td data-label="Editions & Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d102225e86 ">Available in Enterprise, Unlimited, and Developer editions for Service, Sales, or Industry with the Agentforce Contact Center Digital add-on with Partner Messaging Bot.</td> </tr> </tbody> </table> To learn more about add-ons, contact your account executive or go to [Your Account](https://help.salesforce.com/s/articleView?id=xcloud.users_add_products_subscription_management.htm&type=5&language=en_US). <!-- document id=71474d50b65447234a5d497a5e6a7229cb49ba7cff60eb6586518ee3bf3097d2 url=/admin/current/en-us/service/264-0-0/service_editions_reference.md --> # Supported Editions for Service Features Learn about the editions, user interfaces, and add-ons that support features in Agentforce Service (formerly Service Cloud). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. ## Service Basics | Feature | User Interfaces | Editions and Add-Ons | | --- | --- | --- | | Business Hours | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions | | Cases | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Group, Professional, Enterprise, Performance, Unlimited, and Developer editions. Case teams not available in Essentials or Group editions. | | Contact Requests | Available in Lightning Experience | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions | | Experience Cloud Sites | Available in Lightning Experience and Salesforce Classic | Available in Enterprise, Performance, Unlimited, and Developer editions | | General Support Settings | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions. Available support setup options vary by edition. | | Help Centers | Available in Lightning Experience and Salesforce Classic | Available in Essentials, Enterprise, Performance, Unlimited, and Developer editions | | Holidays | Available in Lightning Experience and Salesforce Classic | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions | | Knowledge | Available in Lightning Experience and Salesforce Classic | Available in Essentials and Unlimited editions with Agentforce Service, and for an additional cost in Professional, Enterprise, Performance, and Developer editions | | Knowledge: Component Actions | Available in Lightning Experience | Available in all editions with Knowledge except Essentials Edition | | Knowledge: Data Categories | Available in Lightning Experience and Salesforce Classic | Available in all editions with Knowledge except Professional Edition | | Knowledge: Enterprise Knowledge | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Knowledge: Flow Approvals | Available in Lightning Experience | Available in Enterprise, Unlimited, Performance, and Developer editions with Agentforce Service | | Knowledge: Knowledge Blocks | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Knowledge: Knowledge Feedback | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Knowledge: Knowledge Maps | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Knowledge: Knowledge Similarity | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Knowledge: Unified Knowledge | Available in Lightning Experience | Available in Unlimited Edition, and in all other editions with the Knowledge add-on | | Lightning Service Console | Available in Lightning Experience | Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions | | My Service Journey | Available in Lightning Experience | Available in Enterprise, Unlimited, and Developer editions | | Salesforce Go | Available in Lightning Experience | Available in Pro Suite, Professional, Enterprise, Unlimited, and Developer editions with Agentforce Service | | Service Setup | Available in Lightning Experience | Available in all editions with Agentforce Service in orgs created before Spring '26 | | Service Setup Assistant | Available in Lightning Experience | Available in Professional, Enterprise, Performance, Unlimited, and Developer editions in orgs created before Spring '26 | ## Channels | Feature | User Interfaces, Editions, and Add-Ons | | --- | --- | | Channel Menu | See [Supported Editions for Channel Menu](https://help.salesforce.com/s/articleView?id=service.embedded_menu_editions.htm&language=en_US). | | Email-to-Case | See [Supported Editions for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&language=en_US). | | Messaging | See [Supported Editions for Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US). | | Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) | See [Supported Editions for Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US). | | Web-to-Case | See [Supported Editions for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&language=en_US). | ## Tools for Support Teams <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e448">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e451">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e454">Editions and Add-Ons</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Agentforce Agents</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Enterprise, Performance, Unlimited, and Developer editions with the Agentforce for Sales, Agentforce for Service, or Einstein Platform add-ons</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Agentforce Service Agent-Initiated Conversations</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available for Enhanced Chat in Performance, Unlimited, and Developer editions with the Agentforce for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Channel-Object Linking</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 "> <ul> <li>Available in Enterprise, Performance, Unlimited, and Developer editions with Agentforce Service or Agentforce Sales (formerly Sales Cloud)</li> <li>Requires the Digital Engagement add-on</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Conversation Intelligence</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available with enhanced Messaging and with all Voice <a href="https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US" target="_blank">telephony models</a></td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Einstein features</td> <td data-label="User Interfaces" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d55233e451 d55233e454 ">See <a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">Supported Editions</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Incident Management</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Enterprise, Unlimited, and Developer editions with Agentforce Service</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Individual-Object Linking</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Essentials, Professional, Enterprise, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Macros</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Essentials (Lightning only), Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Next Best Action</td> <td data-label="User Interfaces" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d55233e451 d55233e454 ">See <a href="https://help.salesforce.com/s/articleView?id=platform.nba_ref_editions.htm&language=en_US" target="_blank">Supported Editions for Next Best Action</a>.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Quick Text</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Group (Classic only), Essentials (Lightning only), Professional (Lightning only) Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Service-Level Agreements (Entitlement Management)</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions with Agentforce Service. Entitlement process monitoring not available in Professional edition.</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e448 ">Swarming</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e451 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e454 ">Available in Essentials, Performance, Enterprise, Unlimited, and Developer editions</td> </tr> </tbody> </table> ## Routing and Rules <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e644">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e647">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e650">Editions and Add-Ons</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Assignment rules</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Case and lead assignment rules are available in Group (lead only), Essentials (lead only), Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Auto-response rules</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Escalation rules</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 "> <p>Standard Omni-Channel is available in Lightning Experience and Salesforce Classic. </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&language=en_US" target="_blank">Enhanced Omni-Channel</a> is available in Lightning Experience.</p> </td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Pro Suite, Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Omni Flows</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Unlimited, and Developer editions with Agentforce Service</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Omni Supervisor</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Omni-Channel: Skills-Based Routing</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 ">Available in Professional, Enterprise, Unlimited, and Developer Editions with Agentforce Service</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e644 ">Queues</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e647 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e650 "> <ul> <li>Available in Contact Manager, Group, Essentials, Professional, Enterprise, Performance, Unlimited, Developer, and Database.com editions</li> <li>Case and lead queues are not available in Database.com</li> <li>Service contract queues are available in Professional, Enterprise, Performance, Unlimited, and Developer editions with Agentforce Service</li> </ul> </td> </tr> </tbody> </table> ## Service Metrics | Feature | User Interfaces | Editions and Add-Ons | | --- | --- | --- | | Out-of-the-box reports | Available in Lightning Experience and Salesforce Classic | Available in all editions except Database.com. Available reports vary by edition. | | Service Insights | Available in Lightning Experience | Available in Enterprise, Unlimited, and Agentforce 1 editions with Service Cloud | | Service Intelligence | Available in Lightning Experience | Available in Enterprise and Unlimited editions | ## Extending Service <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e867">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e870">User Interfaces</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d55233e873">Editions and Add-Ons</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">HR Service</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">Available in Unlimited Edition</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Feedback Management</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience and Salesforce Classic</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 "> <ul> <li>Available in Enterprise, Unlimited, and Developer editions</li> <li>Requires the Survey Response Pack, Feedback Management - Starter, or Feedback Management - Growth licenses</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Industries Service Innovations</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 ">Available in Enterprise and Unlimited editions</td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Service Catalog</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 "> <ul> <li>Available in Enterprise, Performance, and Unlimited editions</li> <li>Requires the Agentforce for Service and Customer Service Catalog add-ons and the Service Catalog Access permission set license</li> <li>Service Catalog site requires the Service Catalog User permission set and a Channel Account, Customer Community, Customer Community Login, Customer Community Plus, Customer Community Plus Login, External App, Partner Community, or Partner Community Login license</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e867 ">Shift Scheduling</td> <td data-label="User Interfaces" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e870 ">Available in Lightning Experience</td> <td data-label="Editions and Add-Ons" class="slds-cell-wrap" style="vertical-align:top;" headers="d55233e873 "> <ul> <li>Available in Enterprise, Performance, Unlimited, and Agentforce 1 editions</li> <li>Requires the Contact Center add-on for Enterprise, Performance, and Unlimited editions</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Supported Editions for Legacy Service Features](http://salesforce.com/service/rates/agentforce-service-agent/) <!-- document id=ac7b20de6678574d9ff647fe0369727f8d12b3d84970811ce9d46afc30d6ed73 url=/admin/current/en-us/service/264-0-0/voice_editions.md --> # Supported Editions for Voice Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. Meanwhile, Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) is now part of Partner Contact Center. You may see references to telephony models including Salesforce Voice (Native Telephony), Salesforce Voice with Amazon Connect, Salesforce Voice with Partner Telephony, and Salesforce Voice with Partner Telephony from Amazon Connect in Salesforce applications and documentation. For a terminology reference, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005393582&type=1&language=en_US). ## User Interfaces Salesforce Voice is available in Lightning Experience only. ## Editions Salesforce Voice (Native Telephony) is available in these editions. - Enterprise - Performance - Unlimited Salesforce Voice with Telephony Providers is available in these editions. - Enterprise - Unlimited - Developer ## Add-Ons Salesforce Voice (Native Telephony) is available in Agentforce Service (formerly Service Cloud) with the Agentforce Contact Center add-on. Depending on the telephony model, Salesforce Voice with Telephony Providers is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Salesforce Voice add-on. It’s also available in Agentforce for Industries built from Sales or Service. | Telephony Model | Service | Sales | Government | | --- | --- | --- | --- | | Salesforce Voice with Amazon Connect | Supported | Supported | Not supported | | Salesforce Voice with Partner Telephony from Amazon Connect | Supported | Supported | Supported | | Salesforce Voice with Partner Telephony | Supported | Supported | Supported | To learn more about add-ons, contact your account executive or go to [Your Account](https://help.salesforce.com/s/articleView?id=xcloud.users_add_products_subscription_management.htm&language=en_US). <!-- document id=8482bbc043d4df1d3200f4977d3761a731cb6a01ad45debe42d34fbe6f66530e url=/admin/current/en-us/service/264-0-0/web_to_case_editions.md --> # Supported Editions for Web-to-Case Learn about the Salesforce editions and user interfaces that support Web-to-Case. ## User Interfaces Web-to-Case is available in Salesforce Classic and Lightning Experience. ## Editions Web-to-Case is available in these editions. - Essentials - Professional - Enterprise - Performance - Unlimited - Developer <!-- document id=76245dc2e8fd56363df004fc6301f75c9c85c75dde27a76a21066d100ab9471c url=/admin/current/en-us/service/264-0-0/workforce_engagement_editions.md --> # Supported Editions for Workforce Engagement Management Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management ## User Interfaces Workforce and Quality Management is available in Lightning Experience only. ## Editions Workforce and Quality Management is available in these editions. - Enterprise - Performance - Unlimited ## Add-Ons Workforce and Quality Management is available for an additional cost as an add-on license in Agentforce Service (formerly Service Cloud). To learn more about add-ons, contact your account executive or go to [Your Account](https://help.salesforce.com/s/articleView?id=xcloud.users_checkout.htm&type=5&language=en_US). <!-- document id=2cc5f2325da0a7eb744a23f81fa0155977e1213d47a4d2f6183e5543f806e434 url=/admin/current/en-us/service/264-0-0/enhanced_chat_supported_file_types.md --> # Supported File Types in Enhanced Chat In Enhanced Chat, end users can send over 900 file types to your service reps. Files appear as attachments that service reps can download to view. ## File Types That End Users Can Send to AI Agents jpg, pdf, png ## File Types That End Users Can Send to Service Reps ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note We use magic byte validation to validate these file types using a third-party library. It’s possible that one of the file types listed below might not be detected by this library. We’ll do our best to monitor this and keep this library up to date. Audio aac, ac3, adp, aif, amr, asnd, au, caf, dts, dtshd, ecelp4800, ecelp7470, ecelp9600, eol, flac, lvp, m3u, mid, mka, mod, mp4a, mpga, oga, ogg, opus, psf1, pya, ram, rmp, sap, spx, wav, wax, wma Image 3ds, 3fr, arw, avif, bay, bmp, bpg, btif, cgm, cmx, cr2, cr3, crw, dcx, dgn, djvu, dng, dpx, dwg, dxb, dxf, emf, emz, erf, exr, fbs, fff, fh, fpx, fst, g3, gif, heic, heif, icns, ico, ief, iiq, j2c, jb2, jp2, jpf, jpg, jpeg, jpm, jxl, k25, mdi, mef, mmr, mos, mrw, nef, npx, ntf, orf, pam, pbm, pcx, pgm, pic, png, pnm, ppj, ppm, psd, ptx, pxn, r3d, raf, ras, raw, rgb, rlc, rwz, svg, tga, tiff, wbmp, webp, wmf, x3f, xbm, xcf, xif, xpm, xwd Other 123, 3mf, 7z, MYD, MYI, aab, aam, aas, abw, acc, ace, acu, adf, aep, aet, afm, afp, ai, air, amf, ami, apk, application, apr, ar, arc, arj, asc, asice, asics, aso, asx, atc, atom, atomcat, atomsvc, atx, aw, axx, azf, azs, azw, bat, bau, bcpio, bdf, bdm, bh2, bib, bin, bmi, box, bpm, br, bz, bz2, c4g, cab, car, cat, cbor, ccxml, cda, cdbcmsg, cdkey, cdr, cdx, cdxml, cdy, cer, chat, chm, chrt, cif, cii, cil, cla, class, clkk, clkp, clkt, clkw, clkx, clp, cmc, cmdf, cml, cmp, cod, cpio, cpt, crd, crl, crt, crx, csh, csml, csp, cu, cwk, cww, daf, davmount, dbf, dd2, ddd, deb, der, dex, dfac, dif, dir, dis, dita, ditamap, ditaval, dll, dmg, dna, do, doc, docm, docx, dotm, dotx, dp, dpg, dta, dtb, dtd, dvi, dwf, dwfx, dxp, e57, ear, ecma, edm, edx, efif, ei6, elc, eml, emlx, emma, ens, enw, eot, epub, es3, esf, exe, ext, ez, ez2, ez3, fb2, fcs, fdf, fe\_launch, fg5, fig, fits, flo, flw, fm, fnc, fodp, fods, fodt, fp7, fsc, ftc, fti, fzs, gac, gdl, geo, gex, ggb, ggt, ghf, gim, gmx, gnucash, gnumeric, gp4, gph, gqf, gram, grb, grv, grxml, gsf, gtar, gtm, gtw, gz, hbci, hdf, hdr, hfa, hlp, hpgl, hpid, hprof, hprof.txt, hps, hqx, htke, hvd, hvp, hvs, hwpx, ibooks, icc, ice, idml, ifm, ifo, igl, igs, igx, iif, imp, ims, indd, inx, ipa, ipk, irm, irp, iso, itp, ivp, ivu, jam, jar, jdf, jisp, jlt, jnilib, jnlp, joda, js, json, karbon, key, kfo, kia, kil, kml, kmz, kne, kon, kpr, ksp, ktz, kwd, las, latex, lbd, lbe, les, link66, lostxml, lrm, ltf, lwp, lyr, lz, lz4, lzma, m3u8, ma, mag, mat, mathml, mbk, mbox, mc1, mcd, mdb, memgraph, mfm, mgz, mht, mif, mlp, mmd, mmf, mmp, mny, mp4s, mpc, mpd, mpkg, mpm, mpn, mpp, mpx, mpy, mqy, mrc, msa, mscml, mseed, mseq, msf, msg, msh, msi, msl, msty, mts, mus, musicxml, mvb, mwf, mxf, mxl, mxml, mxs, n-gage, nar, nc, ncx, nes, ngdat, nlu, nml, nnd, nns, nnw, nsf, numbers, oa2, oa3, oas, obd, oda, odb, odc, odf, odft, odg, odi, odp, ods, odt, ogx, one, onepkg, onetmp, onetoc, opf, org, osf, osfpvg, otc, otf, otg, oth, oti, otm, otp, ots, ott, oxt, p10, p12, p7b, p7m, p7r, p7s, pack, pages, parquet, pbd, pcap, pcapng, pcf, pcl, pclxl, pcurl, pdb, pdf, pem, pfa, pfm, pfr, pgn, pgp, pki, pkipath, plb, plc, plf, pls, pml, portpkg, potm, potx, ppam, ppd, ppsm, ppsx, ppt, pptm, pptx, pqa, prc, pre, prf, prt, ps, psb, psf, pst, ptid, pub, pvb, pwn, qam, qbo, qfx, qps, qxd, rar, rcprofile, rdf, rdz, rep, res, rif, rl, rld, rm, rms, rnc, rpm, rpss, rpst, rq, rs, rsd, rss, rtf, s7m, sa7, saf, sas, sas7bbak, sav, sbml, sc, sc7, scad, scd, scq, scs, sd2, sd7, sda, sdc, sdd, sdkm, sdp, sdw, see, seed, sema, semd, semf, ser, setpay, setreg, sf7, sfd-hdstx, sfdu, sfs, sgl, sh, shar, shf, shp, shw, si7, sib, sis, sit, sitx, skp, sldm, sldprt, sldx, slt, sm7, smf, smi, snf, sp7, spf, spl, spp, spq, sr7, src, srl, srt, srx, ss7, sse, ssf, ssml, st7, stc, std, stf, sti, stk, stl, str, stw, stx, su7, sus, sv4cpio, sv4crc, sv7, svd, swf, swi, sxc, sxd, sxg, sxi, sxm, sxw, sz, tao, tar, tcap, teacher, tex, texinfo, tfm, tmo, tmx, toast, torrent, tpl, tpt, tra, trm, tsd, ttf, ttml, twd, txd, txf, tzx, uc2, ufd, umj, unityweb, uoml, ustar, utz, vcd, vcg, vcx, vf, vis, vmdk, vor, vsd, vsdm, vsdx, vsf, vssm, vssx, vstm, vstx, vtu, vxml, wad, war, warc, warc.gz, wasm, wb1, wb2, wbs, wbxml, webarchive, webmanifest, wk1, wk2, wk3, wk4, wl, wmd, wmlc, wmlsc, wmz, wpd, wpl, wps, wq1, wq2, wqd, wri, wrl, wsdl, wspolicy, wtb, x3d, xap, xar, xbap, xbd, xdm, xdp, xdw, xenc, xer, xfdf, xfdl, xhtml, xlam, xlf, xlr, xls, xlsb, xlsm, xlsx, xltm, xltx, xlz, xmind, xml, xo, xop, xpi, xpr, xps, xpt, xpw, xq, xslfo, xslt, xsm, xspf, xul, xyz, xz, z, zaz, zip, zir, zmm, zoo, zst Text 3dml, 4th, ada, aj, anpa, applescript, as, asciidoc, asp, aspx, awk, bas, c, cbl, cfm, cgi, cl, clj, cls, coffee, config, cpp, cs, css, csv, curl, d, dcurl, diff, dsc, e, el, erl, etx, exp, f, flx, fly, go, groovy, gv, h, haml, hpp, hs, html, hx, ics, idl, ini, iso19139, itk, jad, java, jsp, l, less, log, lua, m, m3, mcurl, md, ml, ocaml, p, php, pl, pro, properties, py, r, rb, rest, rexx, rtx, s, scala, scm, scurl, sed, sgml, spot, sql, st, t, tsv, txt, uri, uu, v, vb, vbs, vcf, vcs, vhd, vtt, wml, wmls, y, yaml Video 3g2, 3gp, asf, avi, drc, f4v, flc, fli, flv, fvt, h261, h263, h264, jng, jpgv, m4s, m4v, mj2, mkv, mng, movie, mp4, mpeg, mxu, ogm, ogv, pyv, qt, viv, webm, wm, wmv, wmx, wvx ## File Types That Service Reps Can Send to End Users bmp, csv, doc, docx, gif, jpg, pdf, png, tiff, txt, xls, xlsx, xml <!-- document id=e2cc18867a200d12ac661376dce49948389b4474855df219977fbfbc43b7bcbc url=/admin/current/en-us/service/264-0-0/messaging_components_formula_functions.md --> # Supported Functions in Messaging Component Formulas Before you customize components in the Messaging Component Builder, review which functions are and aren’t supported. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_formula_functions__d415e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_formula_functions__d415e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> ## Supported Functions - `+` - `-` - `*` - `/` - `^` - `=` - `<>` - `<` - `>` - `<=` - `>=` - `AND` - `NOT` - `OR` - `&` - `TEXT` - `DATE` - `DAY` - `MONTH` - `YEAR` - `TODAY` - `NOW` - `TIMENOW` - `TIMEVALUE` - `HOUR` - `MINUTE` - `SECOND` - `MILLISECOND` - `ADDMONTHS` - `WEEKDAY` - `DATEVALUE` - `DATETIMEVALUE` - `ISNUMBER` - `ISNULL` - `ISBLANK` - `ISPICKVAL` - `NULLVAL` - `BLANKVALUE` - `MOD` - `MAX` - `MIN` - `ROUND` - `GEOLOCATION` - `ABS` - `SQRT` - `CEILING` - `FLOOR` - `MCEILING` - `MFLOOR` - `LOG` - `EXP` - `LN` - `DISTANCE` - `VALUE` - `LEN` - `LEFT` - `MID` - `RIGHT` - `BEGINS` - `CONTAINS` - `SUBSTITUTE` - `TRIM` - `LPAD` - `RPAD` - `UPPER` - `LOWER` - `FIND` - `CURRENCYRATE` - `IF` - `CASE` - `INCLUDES` - `CASESAFEID` - `BR` - `TRUE` - `FALSE` - `NULL` - `NOUNESCAPE_STRING_LITERAL` - `STRING_LITERAL` - `TEMPLATE_STRING_LITERAL` - `NUBMER` - `IDENT` - `MESSAGINGIMAGE` ## Unsupported Functions HTML-generating functions aren’t supported. - `IMAGE` - `HYPERLINK` - `GETSESSIONID` - `PREDICT` - `DYNAMIC_REF (”[]”)` - `DYNSAMICREF_IDENT` #### See Also - [Add Dynamic Images to Messaging Components](https://help.salesforce.com/s/articleView?id=service.messaging_components_images_dynamic.htm&release=264.0.0&type=5 "If you want a messaging component to show different images depending on the situation, define the images in the Messaging Component Builder by using parameters or sObject formulas. Adding dynamic images to messaging components is more advanced than adding static images, but it’s an effective way to personalize messages sent to customers.") <!-- document id=0a45375c507fea68216e911e030a6917e4f2a0d280d2db8dd6c4e2cdfe384978 url=/admin/current/en-us/service/264-0-0/css_supported_html.md --> # Supported HTML Elements and Attributes for Self-Service Portal Customization Use HTML to customize the page message on your Self-Service portal pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. You can customize any of your Self-Service portal pages, and the header and footer on these pages, to include a message, and can use the following HTML elements and attributes in that message. ## Supported Elements - `a` - `abbr` - `acronym` - `address` - `area` - `b` - `basefont` - `bdo` - `big` - `blockquote` - `body` - `br` - `button` - `caption` - `center` - `cite` - `code` - `col` - `colgroup` - `dd` - `del` - `dfn` - `dir` - `div` - `dl` - `dt` - `em` - `fieldset` - `font` - `form` - `h1` - `h2` - `h3` - `h4` - `h5` - `h6` - `head` - `hr` - `html` - `i` - `img` - `input` - `ins` - `kbd` - `label` - `legend` - `li` - `link` - `map` - `menu` - `meta` - `ol` - `optgroup` - `option` - `p` - `pre` - `q` - `s` - `samp` - `select` - `small` - `span` - `strike` - `strong` - `style` - `sub` - `sup` - `table` - `tbody` - `td` - `textarea` - `tfoot` - `th` - `thead` - `title` - `tr` - `tt` - `u` - `ul` - `var` - `xmp` ## Supported Attributes - `abbr` - `accept` - `accept-charset` - `accesskey` - `action` - `align` - `alink` - `alt` - `axis` - `background` - `bgcolor` - `border` - `cellpadding` - `cellspacing` - `char` - `charoff` - `charset` - `checked` - `cite` - `class` - `classid` - `clear` - `code` - `codebase` - `codetype` - `color` - `cols` - `colspan` - `compact` - `content` - `coords` - `data` - `datetime` - `declare` - `defer` - `dir` - `disabled` - `enctype` - `face` - `frameborder` - `headers` - `height` - `href` - `hreflang` - `hspace` - `http-equiv` - `id` - `ismap` - `label` - `lang` - `language` - `link` - `longdesc` - `marginheight` - `marginwidth` - `maxlength` - `media` - `method` - `multiple` - `name` - `nohref` - `noresize` - `noshade` - `nowrap` - `readonly` - `rel` - `rev` - `rows` - `rowspan` - `rules` - `scheme` - `scope` - `scrolling` - `selected` - `shape` - `size` - `span` - `src` - `standby` - `start` - `style` - `summary` - `tabindex` - `target` - `text` - `title` - `usemap` - `valign` - `value` - `valuetype` - `version` - `vlink` - `vspace` - `width` #### See Also - [Customize the Self-Service Portal Home Page](https://help.salesforce.com/s/articleView?id=service.customize_the_home_page.htm&release=264.0.0&type=5 "Customize the Self-Service home page to include the features you want users to see when they log in to your Self-Service portal.") - [Customize the Self-Service Portal Log a Case Page](https://help.salesforce.com/s/articleView?id=service.customize_the_log_a_case_page.htm&release=264.0.0&type=5 "The Log a Case Page on the Self-Service portal lets users submit new cases to your customer support team. Customize the page by creating a page message, adding merge fields, and choosing the case fields you want to include.") - [Customize the Self-Service Portal Login Page](https://help.salesforce.com/s/articleView?id=service.customize_the_login_page.htm&release=264.0.0&type=5 "Customize the Self-Service login page to specify what users see when they’re prompted to sign in to your portal.") - [Create Your Custom Page Header and Footer Sections](https://help.salesforce.com/s/articleView?id=service.create_your_custom_page_header_and_footer_sections.htm&release=264.0.0&type=5 "Apply your company’s branding to every page in your Self-Service portal by customizing your page headers and footers. Your portal page headers and footers can contain a company logo, your company messaging, or your company’s colors.") <!-- document id=011072c89505f970027f5813fcca3d9b46018a2c669f414564ac6c183e86c9e0 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_languages.md --> # Supported Languages for Employee Enablement Program Most features for creating and taking employee enablement programs are available in all languages that Salesforce supports. But some records, content, and other items support only one language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> These items appear in the language that you write them in, but support for multiple languages isn’t available. For employee enablement programs, these items aren’t available for translation if your Employee Portal has multiple languages. - Program titles and descriptions - Exercise titles and descriptions - Content that you add for exercises <!-- document id=b7ed05b8fe37af119b4e0135d6d81ac03b0bfc3ce535ffe9634dc69e70406a60 url=/admin/current/en-us/service/264-0-0/csi_language_support.md --> # Supported Languages for Insights in Customer Signals Intelligence Language support for insights is based on the model that you select in the Prompt Builder. If the selected model supports the language, then insights are extracted in that language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr></tbody></table> <!-- document id=49620f1f2990b30b2b004c9bc2f6e54815276d13c4038a0bac41bb166f39878c url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_languages.md --> # Supported Languages for WhatsApp Voice Messages WhatsApp voice messages are supported in multiple languages. WhatsApp users can send voice messages in any supported language, and your agent replies with voice or text depending on the language and conversation settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_voice_languages__d761e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_voice_languages__d761e1627" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Supported Languages Voice messages and voice replies are supported in these languages. | Language | Code | | --- | --- | | Arabic (Beta) | ar | | Catalan | ca | | Chinese (Simplified) | zh\_CN | | Chinese (Traditional) | zh\_TW | | Czech | cs | | Danish | da | | Dutch | nl\_NL | | English (Australia) | en\_AU | | English (United Kingdom) | en\_GB | | English (United States) | en\_US | | Finnish | fi | | French (France) | fr | | French (Canada) | fr\_CA | | German | de | | Hindi | hi | | Italian | it | | Japanese | ja | | Korean | ko | | Norwegian | no | | Polish | pl | | Portuguese (Brazil) | pt\_BR | | Portuguese (Portugal) | pt\_PT | | Spanish (Spain) | es\_ES | | Spanish (Mexico) | es\_MX | | Swedish | sv | ## Configure the Agent's Language Set `default_locale` to one of the codes from the Supported Languages table. Configure `additional_locales` to let the agent respond in more than one language, or set `all_additional_locales` to support every language in the table. In the agent's language settings, select the languages you want your agent to support. ``` language: default_locale: "pt_BR" additional_locales: - "pt_PT" all_additional_locales: false ``` ## How Language Detection Works ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Keep each conversation in a single language that matches the language the WhatsApp user uses and the language configured for the agent. Switching languages during a session can affect language detection for subsequent replies. When a WhatsApp user sends a voice message, Agentforce automatically detects the spoken language and transcribes the message. You don't need to configure a language separately for voice input. If the detected language is supported for voice output, the agent replies with a voice message in that language. Otherwise, the agent replies with text. <!-- document id=02de5d4fd926577c9058bca4881856d6bb9e0c74d7b38932dad19817b1e45222 url=/admin/current/en-us/service/264-0-0/service_presence_supported_objects.md --> # Supported Objects for Omni-Channel Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support? ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Omni-Channel currently supports routing for the following objects and records. - Accounts - Cases - Chats - Claims - Claim coverages - Claim recoveries - Contact requests - Custom entity data - Incidents - Leads - Live chat transcripts - Messaging sessions (Lightning Experience only) - Orchestration Work Items - Orders - Payment requests - Person trainings - Referrals - Social posts - SOS video calls (Salesforce Classic only) - Swarm members - Voice calls - Work orders - Custom objects that don’t have a primary object Contacts and Accounts aren’t routable with Omni-Channel but can be assigned directly to service reps via customer code that creates AgentWork. #### See Also - [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.") - [Understand Capacity Models](https://help.salesforce.com/s/articleView?id=service.service_presence_capacity_model.htm&release=264.0.0&type=5 "Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") <!-- document id=79b85b838910cbc66de272507be02025b4c90d92f5ff2c9529cfbf740ab8a17c url=/admin/current/en-us/service/264-0-0/hr_svc_swap_shifts.md --> # Swap Shifts Action Sends a shift swap request to other employees for swapping shifts. The employee can specify the shifts they want to swap and the employees they want to swap with. Call this action after GetEmpForShiftSwap to get the required employee IDs and shift IDs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d98987e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d98987e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98987e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d98987e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">SwapShifts</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Swap Shifts</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Replacement Employee IDs, Shift IDs, Service Process Name</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Case Number</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Swap my shift with Alex." - "Send a shift swap request for Friday." - "Ask my coworkers to take my Saturday shift." <!-- document id=4ac28896da3c48730bbfa19be8b4355eaab49adc7e901f37ef3983142eeeb705 url=/admin/current/en-us/service/264-0-0/swarming_in_lex.md --> # Swarm in Lightning Experience Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Select the **Begin Swarming** flow action. It may be a quick action, dynamic action, or in the Actions & Recommendations panel. 2. Choose how you’d like to add members to the swarm. To add specific team members, select the corresponding option, and then enter their name. ![Add skills for begin swarming modal](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_begin_swarm_modal.png) Expert Finder uses skills-based routing to find the person with the right skills and availability and capacity to get the job done. 3. Select the **Add another swarm member** checkbox, and then enter details for each person you want to add to the swarm. Then click **Next** to create your swarm record. 4. Enter a description of the issue, such as, I need help with a Java and Perl issue, and then click **Next**. 5. Start a conversation with experts in the Chatter feed. ![Chatter feed highlighted on Swarm record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_lightning_chatter.png) <!-- document id=461289667659df8817b1d8abe74dbad30776a637d170ff96b2af5f8a9a013de0 url=/admin/current/en-us/service/264-0-0/swarming_in_slack.md --> # Swarm in Slack Swarm on customer issues with the Service Cloud for Slack app. You can start a swarm from the record in Salesforce or from a Slack channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To swarm on customer issues with the Service Cloud for Slack app, see [Start a Swarm in Slack](https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack.htm&type=5&language=en_US). <!-- document id=fe5d373a5137aa8108f4df1b58ee5c28927a9dfeece7a114620d663a861fb38c url=/admin/current/en-us/service/264-0-0/incident_mgmt_swarm.md --> # Swarm on an Incident, Problem, or Change Request To quickly resolve a show-stopping incident, start a swarm in Slack and collaborate with subject matter experts. Support reps can swarm on an incident to keep the team up to date and share updates. DevOps teams can swarm on a problem to assemble the best team to find the root cause. Support reps and DevOps teams can swarm on a change request to align on a solution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To swarm in Slack, your Salesforce admin must first complete the Service for Slack app setup. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. 1. Get the [Service for Slack app](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&type=5&language=en_US). 2. Start a swarm [from the record in Salesforce](https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&type=5&language=en_US) or [from a channel in Slack](https://help.salesforce.com/s/articleView?id=slack.slack_channel_swarming.htm&type=5&language=en_US). 3. [Add members to the swarm](https://help.salesforce.com/s/articleView?id=service.add_members_swarm.htm&type=5&language=en_US) in Salesforce. Users are also added to Salesforce as a swarm member whenever a new member is added to a Slack channel created for swarming. 4. When the collaboration is over, [finish the swarm](https://help.salesforce.com/s/articleView?id=service.finish_swarming.htm&language=en_US). <!-- document id=74f7765a6587540343576932de8418168d3c78283b090eef8abd85be16cd89bd url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_swarm.md --> # Swarm on Incidents in Slack for IT Services Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge When a complex ticket comes in, the required expertise is often scattered across different teams. This leads to fragmented communication, a slow and sequential process for engaging stakeholders, and a lack of a single source of truth for the diagnostic story. ## Solution Swarming on records in Slack solves these problems by providing an instant, unified collaboration forum. - The ability to immediately create a dedicated Slack channel and bring all necessary stakeholders into it simultaneously ensures everyone is on the same page from the very beginning. - By having all stakeholders in one channel, they can share insights and data in real-time, leading to a much faster and more accurate diagnosis than any individual could achieve alone. - All diagnostic information is centralized in a single forum, preventing the need to piece together context from multiple sources and ensuring a shared understanding of the problem. IT teams can also use AI actions such as summarizing swarm conversations and then posting the summaries to Chatter feed of the Salesforce record to ensure data integrity. To start a swarm from an Incident, Problem, or Change Request record, see [Swarm in Slack from Lightning Experience](https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack_lex.htm&type=5&language=en_US). To start swarm in Slack, see [Swarm in Slack from Slack](https://help.salesforce.com/s/articleView?id=slack.slack_channel_swarming.htm&type=5&language=en_US). ![swarm incidents on slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm.png) <!-- document id=a6ed9cc1b004722773067129a5db6a4b41454e1c43ecacf77e6b27220eca5515 url=/admin/current/en-us/service/264-0-0/actions_and_recs_swarming.md --> # Swarm with Actions & Recommendations The Actions & Recommendations component gives your users easy access to any flows that are enabled for their Console. Flows from this component launch in a nested subtab for the record. You can switch between records to view information to use in other tabs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip The Actions & Recommendations component is ideal if you want to keep your Swarming actions, including flows and related lists, in a dedicated Swarming tab that helps reduce page crowding. 1. Make a deployment with an object. If you have an Actions & Recommendations deployment with cases, you can skip this step. ![Swarming in actions and recommendations](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/actions_and_recs.png) 1. From Setup, in the Quick Find box, enter Actions & Recommendations, and then select **Actions & Recommendations**. 2. To create an Actions & Recommendations deployment, select **New Deployment**. 3. Give your new deployment a brief and descriptive name like Swarming Flows. ![New deployment setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/new_deployment.png) 4. Select **Flows and quick actions**. 5. Select an object that supports Swarming, such as Case or Incident. You can select more than one object. 6. In the Default tab, use these flows as the channel default actions for the deployment. ![Deployment modal with Swarming flows added in the Default tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/edit_deployment.png) - Begin Swarming - Add Member to Swarm - Finish Swarming - Reopen Swarm ![Actions and recommendations deployment setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/edit_deployment.png) 7. To let users add their own flows to the Actions & Recommendations component, select actions and save. To show only the actions that you’ve configured, deselect all actions and save your changes. 2. Add **Actions & Recommendations** to your object record page layout and choose the deployment where you added the swarming flows. 1. Select **Go to Lightning App Builder**. 2. Select the Lightning page that you want to add Swarming flows to and click **Edit**. 3. If applicable, add the Actions & Recommendations component to your page layout. 4. From the component, select the **Swarming Flows** deployment. 5. Save your changes. #### See Also - [Flow Builder for Service and the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_component.htm&type=5&language=en_US) - [Create an Actions & Recommendations Deployment](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_deployment.htm&type=5&language=en_US) <!-- document id=e51a5ee3986dd00bde813b228f7023d3210a441b5c50195bf19a12edc98f527a url=/admin/current/en-us/service/264-0-0/dynamic_actions_swarming.md --> # Swarm with Dynamic Actions Use dynamic actions to show swarming flows with rules that streamline your support reps’ experience and help prevent errors. Add rules so that only the appropriate tasks appear in the Edit dropdown based on record criteria. For example, set a rule so that Finish Swarming appears only when a case’s status is set to Closed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Dynamic actions are ideal if you only want to show Swarming actions when the record meets specific criteria. ![Swarming with quick actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/quick_actions.png) With dynamic actions, swarming flows appear in a window over the record. 1. Create a quick action of action type Flow for each flow that you want to add to the Console, such as Begin Swarming or Add Member to Swarm. 2. From the management settings of the object you created an action for, click **Page Layout**. 3. Drag your flow action from the Mobile & Lightning Actions section to the Salesforce Mobile and Lightning Experience Actions section of your page layout. ![Begin Swarming flow highlighted on page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_quick_action_page_layout.png) 4. Save your changes. 5. From Setup, in the Quick Find box, enter Lightning App Builder, and then select **Lightning App Builder**. 6. Select the page layout you want to add your quick action to and click **Edit**. 7. Select the Highlights Panel. 8. Upgrade to Dynamic Actions on the right side of the App Builder. Migrate to start with actions from one of your page layouts, or select **Start from Scratch** to select new actions. ![Customize dynamic actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/edit_dynamic_actions.png) 9. From the highlights panel settings, click **Add Action**, and then select the quick action you created. 10. Under Set Action Visibility, add filter criteria to determine when the dynamic action is shown to users, such as Status Not Equal to Closed. ![Filter conditions set to Field Status Not Equal to Closed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_dynamic_action_example.png) 11. Choose the order in which your actions appear in the dynamic actions dropdown, and then add any more actions your support reps need before saving. <!-- document id=d864dac201d3961ce8dcfd9f33900e77add740f4c808b4f61845c46f2c60afb0 url=/admin/current/en-us/service/264-0-0/quick_actions_swarming.md --> # Swarm with Quick Actions Swarming with quick actions runs the flow in the publisher under the Feed component instead of in a tab or window. When support reps use a quick action to run a flow, they can view exterior Lightning page components while running a flow so that they can see and access more information about a record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Quick actions are ideal if you don’t want Swarming actions to occupy too much space on your page layouts. 1. Create a quick action of action type Flow for each flow that you want to add to the Console, such as Begin Swarming or Add Member to Swarm. ![Swarming with dynamic actions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/dynamic_actions.png) 2. From the management settings of the object you created an action for, click **Page Layouts**. 3. Drag your flow action from the Mobile & Lightning Actions section to the Salesforce Mobile and Lightning Experience Actions section of your page layout. ![Begin Swarming flow highlighted on page layout](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarm_quick_action_page_layout.png) 4. Save your changes. Support reps can now launch a swarming flow from the record’s Feed. #### See Also - [How Page Layout Elements Display in Lightning Experience](https://help.salesforce.com/s/articleView?id=platform.layouts_in_lex.htm&type=5&language=en_US) - [Quick Actions](https://help.salesforce.com/s/articleView?id=platform.actions_overview.htm&type=5&language=en_US) <!-- document id=65f3770ff76c3a827585f183d7c26942a8877919670ba57e13091830b6fa20d2 url=/admin/current/en-us/service/264-0-0/enhanced_chat_v2_setup.md --> # Switch to Enhanced Chat v2 Ready to make the switch to Enhanced Chat v2? Check out our paths to success. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="enhanced_chat_v2_setup__d1269e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="enhanced_chat_v2_setup__d1269e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d163897e93">Use Case</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d163897e96">Steps to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d163897e93 "> <ul> <li>Brand new to messaging</li> <li>Curious about AI Agents</li> </ul> </td> <td data-label="Steps to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d163897e96 "><a href="https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&language=en_US&type=5" target="_blank"><u>Set up an Enhanced Chat Messaging Channel and Deployment, then switch to v2.</u></a></td> </tr> <tr class=""> <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d163897e93 "> <ul> <li>Already has a messaging channel</li> <li>Curious about AI Agents</li> </ul> </td> <td data-label="Steps to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d163897e96 "><a href="https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_existing_channel_deployment.htm&language=en_US" target="_blank">Create an Enhanced Chat deployment, add it to an existing messaging channel, then switch to v2</a>. </td> </tr> </tbody> </table> <!-- document id=b2feaa2372b3775894c84a460e040a6047a99e6a8fe69a449939c5d74fdacf48 url=/admin/current/en-us/service/264-0-0/wfs_sync_appointments_to_resource_calendars.md --> # Sync Appointments to Resource Calendars Create Salesforce calendar events for assigned service appointments so that service resources see their scheduled work on their calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21433e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21433e64 ">To sync appointments to resource calendars:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21433e64 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Calendar sync reflects assigned work as events on the Salesforce calendar so that resources see their schedule where they manage their availability. 1. From Setup, in the Quick Find box, enter Workforce Scheduling, and then select **Sharing**. 2. On the **Assigned Resource Sharing** tab, enable **Sync to Resource Calendars**. This setting creates a Salesforce calendar event for each assigned appointment. Service resources see these events even without record access, so calendar sync works independently of appointment sharing. Calendar events are synced back as busy and locked resource absences. 3. Select the service appointment statuses that trigger calendar events. You can select different statuses for field or on-site appointments. When an appointment enters one of these statuses, Workforce Scheduling creates a calendar event. When the appointment is rescheduled or its time changes, Workforce Scheduling updates the event. By default for on-site appointments, Scheduled, In Progress, and Completed are selected. By default for field appointments, Dispatched, In Progress, Completed, and Cannot Complete are selected. <!-- document id=8b443a83b18e7e6071d649dfd376b51e33c43fe7eaf9d2ea12e6d4916d3ca66c url=/admin/current/en-us/service/264-0-0/sync_conversation_data_to_data_cloud.md --> # Sync Conversation Data to Data 360 Data 360 is a Salesforce platform that unifies customer data from all your different systems to create a single, comprehensive view of your customer. Syncing your conversation data here transforms your data into an analyzable asset. You can use the data to perform deep analysis, identify trends, or build sophisticated business intelligence dashboards. To synchronize conversation data to Data 360: 1. [Enable access to conversation transcripts in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US). 2. [Create Data Streams for Conversation Transcripts](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_data_streams.htm&type=5&language=en_US). <!-- document id=da80f627cff472cbc5d67b0c2d2b0aefe8d093ff0b955fc4673a69765fcc12a5 url=/admin/current/en-us/service/264-0-0/es_sync_workday_profile_status.md --> # Sync Employee Profile by Status Enable the Employment Status Data Import app in your Salesforce org to sync the employee profile between Workday and Salesforce by employee status. Link Workday employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The Employment Status Data Import app also updates other employee details from Workday, such as end date, reporting manager, and address changes, in their Salesforce profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81422e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81422e55 ">To enable integration with Workday:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81422e55 "> <p>Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> <p>AND</p> <p style="margin-bottom:0;">MuleSoft Administrator profile</p> </td> </tr> </tbody> </table> 1. In Setup, find and select **MuleSoft Direct**. 2. On the Integrations Setup page, in the Available Assets area, go to the Employment Status Data Import, and then click **Enable**. 3. Enter a display name for the integration. A display name is how you want the enabled integration instance to be referenced in a Salesforce org. 4. Enter the app name. Make sure that the app name is unique to your MuleSoft instance. 5. Select the business group that you want to enable the integration for. 6. Select the environment where you want to enable the integration. 7. Select the deployment target where you want to deploy the integration. 8. Click **Next**. 9. Enter configuration details for the dependent app. - In the Workday Statuses field, enter Workday statuses for syncing employee profiles. - Use a comma-separated list to enter multiple statuses. To link Workday and Salesforce statuses, click **Additional Parameters**, and then enter the Workday status as the key and the Salesforce status as the value. 10. Click **Proceed** and wait for the enablement process to be completed. <!-- document id=fd39aa24b153bb3207a932e205dd479558e6b593d0c8242c4d34be761e6a36a9 url=/admin/current/en-us/service/264-0-0/hr_svc_sync_sapsf_prfl_status.md --> # Sync Employee Profile by Status with SAP SuccessFactors Enable the Employee Data Import integration app in your Salesforce org to sync comprehensive employee profiles between SAP SuccessFactors and Salesforce. As part of this sync, you can link SAP SuccessFactors employee statuses with their corresponding Salesforce statuses to ensure accurate synchronization. The app also updates other employee details from SAP SuccessFactors, such as end date, reporting manager, and address changes in their Salesforce profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63577e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63577e59 ">To enable integration with SAP SuccessFactors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63577e59 ">Salesforce Administrator and MuleSoft Administrator user permission with Employee Hub Community User add-on license.</td> </tr> </tbody> </table> 1. In Setup, find and select **MuleSoft Direct**. 2. On the Integrations Setup page, in the Available Assets area, go to the **Employee Data Import integration app**, and then click **Enable**. 3. Enter a display name for the integration. A display name is how you want the enabled integration instance to be referenced in a Salesforce org. 4. Enter the app name. Make sure it’s unique to your MuleSoft instance. 5. Select the business group that you want to enable the integration for. 6. Select the environment where you want to enable the integration. 7. Select the deployment target where you want to deploy the integration. 8. Click **Next**. 9. Enter configuration details for the app. - In the SAP SuccessFactors Statuses field, enter SAP SuccessFactors statuses for syncing employee profiles. - Use a comma-separated list to enter multiple statuses. To link SAP SuccessFactors and Salesforce statuses, click Additional Parameters, and then enter the SAP SuccessFactors status as the key and the Salesforce status as the value. 10. Click **Proceed** and wait for the enablement process to be completed. <!-- document id=8c9a76aedcfb35505ca2baaa17fbeae4b5a58f5afa5efcad9dc860652e611cf9 url=/admin/current/en-us/service/264-0-0/knowledge_uk_sync_knowledge_with_data_cloud.md --> # Sync Knowledge with Data 360 To form a comprehensive, integrated knowledge base, sync your knowledge from the Einstein 1 Platform to Data 360. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d147970e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">To view Knowledge Settings in Setup:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">To set up and manage Unified Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 "> <p>Customize Application </p> <p>AND</p> <p style="margin-bottom:0;">Manage Salesforce Knowledge</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">To view the Data Categories page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">View Data Categories in Setup</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">To create, edit, or delete data categories:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d147970e61 ">Manage Data Categories</td> </tr> </tbody> </table> Before you sync your knowledge with Data 360, make sure you’ve set up Data 360 and enabled Lightning Knowledge. You must also have access to the KnowledgeArticleVersion, ContentDocument, ContentVersion, and ContentDocumentLink objects. If you don’t have access, contact your Salesforce admin. 1. In Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. 2. On the Enhanced Knowledge Settings page, click **Sync with Data Cloud**. 3. On the Sync with Data Cloud page, select the Rich Text Area (RTA) fields you want to add to the data model object (DMO). 4. On the next page, the data stream is already selected in the default data space. To change the data stream, go to Data 360. Make sure your data stream is created in the default data space. 5. Click **Done**. <!-- document id=6e918b9a659fad115546b2ca4ae3a981356940c2a8a39d84fc3471b7ef5577a4 url=/admin/current/en-us/service/264-0-0/voice_pt_setup_sync_agent_presence_statuses.md --> # Sync Rep Presence Statuses Automatically Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d138201e49">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 "> <p>Salesforce Voice Contact Center Admin</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 ">To view the Partner Telephony Contact Centers page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 "> <p>Customize Application AND Manage Call Centers</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d138201e49 "> <p>Salesforce Voice Contact Center Admin (Partner Telephony)</p> <p>OR</p> <p style="margin-bottom:0;">Salesforce Voice Delegated Contact Center Admin</p> </td> </tr> </tbody> </table> While the Presence Status Sync setting is designed for Amazon Connect contact centers only, other telephony partners also support automatic status synchronization. These instructions are for Amazon Connect as the telephony partner. Check with another telephony partner directly for more information. After you configure Omni-Channel for Voice, your contact center can sync presence statuses. 1. From Setup, in the Quick Find box, enter Contact Center, and then select **Amazon Contact Centers**. 2. Select the contact center you want to sync reps' presence statuses with. 3. Click **Presence Status Sync** and then **Save**. #### See Also - [Presence Status Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_status_settings.htm&language=en_US) <!-- document id=4d33f77720dfb3fb69aed38c96cc605d1fa12fd7b5dc3874290ff18972e104c0 url=/admin/current/en-us/service/264-0-0/fs_calendar_sync.md --> # Sync Services and Resource Absences with Events Using Calendar Sync You can keep your services and resource absences in sync with calendar events using Calendar Sync. Syncing services and resource absences to or from calendar events lets you maintain an accurate view of your services and resource availability when you create events and request meetings from your Salesforce calendar. Events can then be synced between external calendars and Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125158e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e70 ">To sync services and resource absences to Salesforce calendar events:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e70 ">Create and Edit on service appointments and Edit on Resource Absence</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e70 ">To sync services and resource absences from Salesforce calendar events: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e70 ">Create and Edit on service appointments and Edit on Resource Absence</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Calendar Sync permissions aren’t included in the managed package default permission sets. To enable Calendar Sync, you must have Edit permissions on the Event object and Edit permissions on ‌Event fields: Id, StartDateTime, EndDateTime, Subject, IsReminderSet, ReminderDateTime, Location, OwnerId, Description, WhatId, IsAllDayEvent. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Select **Sharing** | **Calendar Sync**, and under **Service Appointments** and **Resource Absence** configure the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125158e156">Setting</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125158e159">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Synchronize Services from Salesforce calendar events</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 "> <p>If enabled, whenever an Event record is created, and the Event Record Type field is the same as the Calendar Event Type setting, a Work Order and Service Appointment is created.</p> <ul> <li>If the event's Subject matches the name of an existing Work Type, the service appointment's parent Work Order is created using that Work Type.</li> <li>The event's Start Time is mapped and synced to the service appointment’s Scheduled Start Time.</li> <li>The event's End Time is mapped and synced to the service appointment’s Scheduled End Time.</li> <li>The event's Assigned To field is mapped and synced to the service appointment’s Assigned Resource.</li> <li>The event's Location is mapped to the service appointment’s Service Territory.</li> <li>The event's Related To field is mapped to the matching service appointment record.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Synchronize Services to Salesforce calendar events</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 "> <p>If enabled, whenever a service appointment's Status is set to Dispatched, an Event record is created for the assigned service resource.</p> <ul> <li>The service appointment's Work Type is mapped and synced to the event's Subject.</li> <li>The service appointment's Scheduled Start Time is mapped and synced to the event's Start Time.</li> <li>The service appointment's Scheduled End Time is mapped and synced to the event's End Time.</li> <li>The service appointment's Assigned Resource is mapped and synced to the event's Assigned To field.</li> <li>The service appointment's Service Territory is mapped and synced to the event's Location.</li> </ul> <p>If there are multiple assigned resources, an Event record is only created for the first assigned resource.</p> <p> If the service appointment is reassigned, the event's assigned owner isn’t updated.</p> <p>If the event's assigned owner is updated the service appointment's Assigned Resource is also updated.</p> <p>If the service appointment is rescheduled, the Event Start and End time are updated, but only if the service appointment has a parent record of type Work Order or Work Order Line Item.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> For Field Service, if the service appointment’s Scheduled Start to Schedule End is greater than 14 days, events aren’t created in the Salesforce calendar due to a 14-day limit. </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Calendar Event type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 ">The value on the event Type field on the Event object that controls whether a Service Appointment and Work Order are created.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Enforce validations when syncing Service Appointments and Salesforce calendar events</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 "> <p>Controls whether to ignore the update if the matching record can’t be updated, or to continue without updating the matching record.</p> <p style="margin-bottom:0;">For example, if this setting isn’t enabled and you update the service appointment Scheduled Start Time, and there’s a validation rule on the Event object that prevents updates to the event's Start Time, the scheduled appointment is updated, but the event isn’t. The event still has the service appointment's original Start Time. If this setting is enabled, both records aren’t updated.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Synchronize Absences from Salesforce calendar</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 "> <p>If enabled, whenever an Event record is created and the event Type field is the same as the calendar event Type setting, a Resource Absence record is created for the assigned user.</p> <ul> <li>The event’s Subject is mapped and synced to the resource absence’s Type. Make sure to fill in the event's Subject field. If left empty, the resource absence’s Type field is set to the default value.</li> <li>The event’s Start and End fields are mapped and synced to the corresponding resource absence fields. </li> <li>The event's Assigned To field is mapped and synced to the resource absence’s Resource field. The user in the Assigned To field must have a service resource linked to it. The resource absence’s Resource field is the service resource that is linked to the user in the event's Assigned To field.</li> </ul> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Synchronize Absences to Salesforce calendar</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 "> <p>If enabled, whenever a Resource Absence record with Record Type Non-Availability is created for a service resource, an Event record is created for the User linked to the service resource record.</p> <p style="margin-bottom:0;">When you create an event with Event Type = Absence, the Resource Absence record is created and the Type field is set to the Subject of the event. An Inactive value is created for the Type field if it doesn't exist.</p> </td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Calendar Event type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 ">The value on the Event Type field on the Event object that controls whether a Resource Absence record is created.</td> </tr> <tr class=""> <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e156 ">Enforce validations when syncing resource absences and Salesforce calendar events</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d125158e159 ">Controls whether to ignore an update if the matching record can’t be updated, or to continue without updating the matching record.</td> </tr> </tbody> </table> ## Considerations - Child events aren’t supported. - Recurring events create a single Service Appointment record and a single Resource Absence record. - When you create an event with multiple invitees, only one resource absence is created for the person who created the event. - Crews aren’t supported since the Service Resource, as a Crew, doesn't have a User to assign appointments to. - When creating, updating, or deleting events in bulk, if one of the event records results in a failure, Calendar Sync doesn’t sync any of the events in that request. - You can’t create an event of type Resource Absence or Service Appointment when the Name field is populated with a Lead, or the Related To field is populated with any value. The Related To field is preserved for the Resource Absence or Service Appointment that is created and linked after the new event is inserted. You can’t relate an event to a Lead record if the event is already linked to another object through the Related To field. - Since Site Guest Users can’t be assigned with Edit Events permission, Calendar Sync with Site Guest User isn’t supported. This means that events aren’t created, changed, or deleted after a Guest user has changed a Service Appointment or Resource Absence. <!-- document id=06a91f20e52290a184fd44d69609e35b531c0c63964e7003ea0ebe4f5fb8edaa url=/admin/current/en-us/service/264-0-0/fs_run_bdt_for_mobile_insights.md --> # Sync Your Mobile Metrics: Run Your Mobile Batch Data Transform Complete the setup of Mobile Insights by running batch data transforms to sync and activate your application versions and device models data. The batch data transform processes your app version and device model data to create real-time metrics for field service admins. ## Step One: Choose your Data Sync Method Select a sync method based on your business needs. First, choose the run type that fits your data volume: - **Incremental mode**: Use this default mode to process only new data and save resources. - **Full mode**: Use this mode for a complete refresh. The system runs this under specific conditions, but you can force a Full run manually. Review the Batch Transform Run Types for details. Next, decide how frequently you want the data to update: - **Run On-Demand**: Choose this option to populate the app right away for testing or deployment. - **Automate with Schedules**: Choose this option to set up an ongoing routine so technicians always have fresh data without manual effort. ## Step Two: Run your Batch Data Transform Organizations with multiple installed instances of the app have multiple versions of these transforms. To avoid running the wrong instance and incurring unnecessary data charges, always use the content from your latest successful app installation. - **Find your specific batch data transform**s: Navigate to Setup > App Hub > Apps, then click on your specific app to identify the correct instance name. - **Open the matching transforms in Data Cloud**: Go to Data Cloud > Data Transforms and select the transforms that match your verified instance name from either the list view or the detail page. - **Activate the transforms**: Activate both the All App Versions and All Device Models transforms for that specific instance. Depending on your needs, you can [run a data transform on-demand](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_run.htm&type=5&language=en_US) for immediate updates or learn how to [schedule a batch transform](https://help.salesforce.com/s/articleView?id=data.c360_a_batch_transform_schedule.htm&type=5&language=en_US) for automated routines. ## Step Three: Monitor for Success Track your data flow through the built-in monitoring system. Review the documentation to monitor your transform status for health, history, and current states. Verify that the status shows Success to confirm your data is in the Mobile Insights app. <!-- document id=63fc631123a48f7b4a367529e5ef09cb0374c342a88b058b91ddd6ea45b389e7 url=/admin/current/en-us/service/264-0-0/hr_svc_msteams_sync_msentraidtosalesforce.md --> # Synchronize User Data from Microsoft Entra ID to Salesforce Synchronize employee information from directory providers such as Microsoft Entra ID with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Microsoft Entra ID and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Microsoft Entra ID. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with HR Service</td></tr></tbody></table> ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Maya, an HR systems administrator at Pinnacle Financial Group, manages employee records for HR teams in Salesforce. The company uses Microsoft Entra ID as the source of truth for employee lifecycle events. Pinnacle Financial Group enables scheduled user synchronization from Microsoft Entra ID to Salesforce for unified employee license (UEL) users. The sync job runs every 2 hours and doesn't require flow connectors or additional connector licensing. During a weekly HR update, these changes occur in Microsoft Entra ID: - New hires added to the HR Operations group. - Role or department changes for existing employees. - Departed employees removed from the directory. After the next scheduled run, Salesforce applies the same lifecycle updates: - Creates corresponding Salesforce users for new Microsoft Entra ID users, including UEL setup. - Updates existing Salesforce user profiles when Microsoft Entra ID attributes change. - Deactivates or removes user access based on Microsoft Entra ID deletion events, while preserving historical record ownership references for past cases and HR transactions. By using scheduled synchronization, field mapping, and consolidated admin reporting, Pinnacle Financial Group keeps employee access accurate without manual provisioning and maintains data integrity for historical HR records. Follow the steps as listed in [Set Up Microsoft Entra ID User Sync with Salesforce](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_collaborations_setup_syncmsteamsand_salesforce.htm&type=5&language=en_US) to configure Microsoft Entra ID user synchronization for HR Service. <!-- document id=1528e415fa7161f2dece2ba0623c9437fe6a2dad6f24f795500327c1ce088439 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_sync_microsoftrntraidtosalesforce.md --> # Synchronize User Data from Microsoft Entra ID to Salesforce Synchronize employee information from directory providers such as Azure AD with Salesforce to keep employee records current. Employee Sync uses a unique identifier mapping between Azure AD and Salesforce to determine whether to create a new employee record or update an existing one during each sync cycle. The sync job runs automatically on the configured schedule, either at the default time or with a customer-defined CRON expression, and syncs new users and profile changes from Azure AD. This automation helps ensure Salesforce reflects employee lifecycle changes, including when employees join, change roles, or leave. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service and HR Service.</td></tr></tbody></table> **Example:** ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png) Example Anaya, an IT administrator at Pinnacle Financial Group, manages user access for service teams in Salesforce. The company uses Microsoft Entra ID as the source of truth for employee lifecycle events. Northern Trail Outfitters enables scheduled user synchronization from Microsoft Entra ID to Salesforce for customer community plus (CCP) and unified employee license (UEL) users. The sync job runs every 2 hours and doesn't require flow connectors or additional connector licensing. During a weekly org update, these changes occur in Microsoft Entra ID: - New hires added to the Support Operations group - Role changes for several existing analysts - Departed employees removed from the directory After the next scheduled run, Salesforce applies the same lifecycle updates: - Creates corresponding Salesforce users for new Microsoft Entra ID users, including CCP/UEL setup - Updates existing Salesforce users when Microsoft Entra ID attributes change - Deactivates or removes user access based on Microsoft Entra ID deletion events, while preserving historical record ownership references for past incidents and transactions By using scheduled synchronization, field mapping, and consolidated admin reporting, Pinnacle Financial Group keeps user access accurate without manual provisioning and maintains data persistence for historical records. <!-- document id=122eba6b0cb3666582de4e7d2afad09d045d490b1ab33bd4e705603b86133c68 url=/admin/current/en-us/service/264-0-0/search_how_synonyms_work.md --> # Synonym Groups for Article Searches Create synonym groups so words or phrases are treated equally in searches. When users search Salesforce Knowledge articles, they find matches for all terms in a synonym group. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> A search for one term in a synonym group returns results for all terms in the group. For example, if you define a synonym group with these synonyms: _CRM_, _customer relationship management_, _Salesforce_ then a search for customer relationship management matches articles that contain _customer relationship management_ and articles that contain _CRM_ or _Salesforce_. To create a custom synonym group, from Setup, enter Synonyms in the Quick Find box, then select **Synonyms**. An org can create up to 10,000 synonym groups with up to six terms in each group. Synonyms affect search behavior in these ways. - Priority If a search term is part of a synonym group, the search results list items that contain the search term, followed by items that contain other terms in the synonym group. For example, if this synonym group is defined: _fruit_, _oranges_ Then a search for oranges matches a list of items containing _oranges_, followed by items containing _fruit_. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note In the Article Management tab, if you sort the list by clicking a column header, the sort order, not priority, persists in the current and additional searches. - Wildcards If a wildcard is used in a search, the wildcard expands the search term, but the search doesn't match any synonyms, even if the search phrase contains a defined synonym. For example, if these synonym groups are defined: _fruit_, _oranges_, _apples_ _cabbage_, _lettuce_ Then a search for orang\* lettuce matches items that contain _orange_ and _oranges_, but doesn't match items that contain _fruit_, _apples_, and _cabbage_. - Operators If a search phrase contains an operator (`AND`/`OR`/`AND NOT`), synonym matches are returned only if the entire search phrase is a defined synonym. For example, if these synonym groups are defined: _fruit_, _oranges and apples_ _vegetables_, _carrots_ Then a search for oranges and apples returns matches for all items that contain the literal string _oranges and apples_ and items that contain the term _fruit_. However, if the search phrase is fruit and vegetables, which is not a defined synonym, the search matches only those items that contain both the terms, _fruit_ and _vegetables_. In this case, `AND` functions as an operator and synonym matches are not returned in the search results. In terms of this example, items that contain a synonym of either _fruit_ or _vegetables_ (items that contain the term _carrots_ or the phrase _oranges and apples_) are not returned. - Exact phrase matches If a defined synonym is within an exact phrase search, using quotation marks, the search doesn't treat it as a synonym. - Lemmatization Synonyms aren’t lemmatized in search results; instead, they are matched as an exact phrase. However, the search term is lemmatized. For example, if this synonym group is defined: _quench_, _drink orange juice_ Then a search for quench matches items that contain _quench_, _quenched_, _quenching_, and _drink orange juice_, but doesn't match items that contain _drinking orange juice_. - Ignored words Words that are normally ignored in searches, such as _the_, _to_, and _for_, are matched if the word is part of a defined synonym. For example, if this synonym group is defined: _peel the orange_, _cut the apple_ Then a search for peel the orange matches items that contain the exact string _peel the orange_. - Overlapping synonyms If a search term consists of overlapping synonyms from different groups, the search matches synonyms in all the overlapping synonym groups. For example, if these synonym groups are defined: - _orange marmalade_, _citrus_ - _marmalade recipe_, _sugar_ Then a search for orange marmalade recipe matches items that contain _orange marmalade_, _citrus_, _marmalade recipe_, and _sugar_. - Subsets If one synonym group includes a synonym that is a subset of a synonym in another group, a search for the subset term doesn't match items that contain synonyms from the subset synonym group. For example, if these synonym groups are defined: - _orange_, _apple_ - _orange marmalade_, _citrus_ - _marmalade_, _jam_ Then a search for orange marmalade matches items that contain _orange marmalade_ and _citrus_, but doesn't match items that contain _apple_ or _jam_. #### See Also - [Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5 "To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=ae74ae322784c55293780abeee5d6f69a7a20afb02e67b668ea886494da85921 url=/admin/current/en-us/service/264-0-0/service_insights_customize_apps.md --> # Tableau Next App Features by License Find out which Tableau Next features and analytics app capabilities are available based on your license type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> editions</td></tr></tbody></table> Tableau Next Analytics apps are available with three license types. Your license determines which analytics content you can view and create. - Tableau Next Limited Consumer — Provides read-only access to pre-built (out-of-the-box) app content only. No AI features. - Tableau Next Standard Consumer — Can view custom content created by Standard Creators. Includes AI features such as Concierge and Inspector alerts. - Tableau Next Standard Creator — Can create and edit custom content, in addition to all Standard Consumer capabilities. ## Considerations - Limited Consumer licenses are already included in Salesforce Foundations and A4X editions at no additional cost. - You need at least one Tableau Next Creator license to unlock the out-of-the-box (OOTB) app semantic model for editing. Once unlocked, Limited Consumers can view the customized OOTB content. - Cloned dashboards and visualization are treated as new content and are not accessible to Limited Consumers. - Workspaces, Semantic Data Models (SDM), visualizations, and dashboards honor data access controls (DAC) and are shareable assets. Other asset types are not shareable. ## License Feature Comparison | Feature | Limited Consumer | Standard Consumer | Standard Creator | | --- | --- | --- | --- | | **App Access** |   |   |   | | View pre-built (OOTB) analytics apps | Yes | Yes | Yes | | View OOTB app workspace | Yes | Yes | Yes | | View custom content created by Standard Creators | No | Yes | Yes | | **AI Features** |   |   |   | | Concierge alerts | No | Yes | Yes | | Inspector alerts | No | Yes | Yes | | **Viewing Customized OOTB App Content (in-app workspace)** |   |   |   | | New calculated field or metric added to the semantic data model (SDM) | Yes | Yes | Yes | | New or cloned dashboard added to the OOTB app workspace | No | Yes | Yes | | New visualization (viz) added to the OOTB app workspace | No | Yes | Yes | | New semantic data model (SDM) added to the OOTB app workspace | No | Yes | Yes | | **Viewing Content in Non-OOTB Workspaces** |   |   |   | | New or cloned dashboards in a separate workspace | No | Yes | Yes | | New pages, visualizations, text widgets, containers, SDMs, and other assets in a separate workspace | No | Yes | Yes | | **Creating and Editing Content (requires Tableau Next Creator license)** |   |   |   | | Edit existing OOTB app L3 semantic data model (SDM) | No | No | Yes | | Add calculated fields and metrics to the SDM | No | No | Yes | | Edit existing OOTB visualizations | No | No | Yes | | Edit existing OOTB dashboards | No | No | Yes | | Create new visualizations and dashboards | No | No | Yes | | Clone existing visualizations and dashboards | No | No | Yes | | **App Management (Admin)** |   |   |   | | Install multiple app instances (up to two per org) | No | No | Yes | | Set a customized app instance as the default for end users | No | No | Yes | | Select custom dashboards to surface in the embedded experience for Standard Consumers | No | No | Yes | <!-- document id=7792b5127915da2eedc38889c2159778289b9f922b15ab59d166baf2fe4631c4 url=/admin/current/en-us/service/264-0-0/console2_tabs.md --> # Tabs and Navigation in the Salesforce Classic Console Any items you click on in a console display as tabs. Tabs let you see all the information you need on one screen without losing context. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> **Console Tabs** ![Salesforce console tabs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_tabs.png) (1) The navigation tab lets you select objects and records to work with. (2) Primary tabs display the main work items in a console, such as an account. (3) Subtabs display related items on a primary tab, such as an account’s contact. Use tabs to navigate within the console as you do your work. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_warning.png) Warning Browsers’ back buttons aren’t supported for a console and might not work as expected. Console tabs are saved in browser tabs until you close them. When you close browser tabs, you lose any open console tabs. If your administrator sets up saved user sessions for a console, when you log back into Salesforce, any of your previously open console tabs and console components automatically appear again. Also, if you resize any sidebar components, interaction logs, or close the global search header, those customizations appear again too. If you log out of Salesforce and log in again using the same window, your previously open tabs reopen in the new session, even when Save User Sessions is disabled. 1. **[Salesforce Console Navigation Tab in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_tabs_navigation.htm&release=264.0.0&type=5)** Use the navigation tab to select an object and view its home page. 2. **[Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_tabs_primary_subtab.htm&release=264.0.0&type=5)** Learn how you can get the most out of working with a console’s primary tabs and subtabs. <!-- document id=a55f5d26e01bee0da4cd017722e09641ffb05f52496e098902913d58e26307c1 url=/admin/current/en-us/service/264-0-0/fs_advancedJob_landing.md --> # Tailor Field Service to Your Business Needs Easily create service crews so that you can assign field service appointments to a team of mobile workers, or enable multiday appointments for complex projects. - [Complex Work](https://help.salesforce.com/s/articleView?id=service.pfs_complex_work.htm&type=5&language=en_US) - [Crews](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&type=5&language=en_US) - [Multi-day Work](https://help.salesforce.com/s/articleView?id=service.pfs_multiday.htm&type=5&language=en_US) <!-- document id=b82f656cd699fd4a7815b1640ad33404f2f81574b87a068e8c7a95b677c48eaf url=/admin/current/en-us/service/264-0-0/afcc_sv_in_queue_experience.md --> # Tailor the In-Queue Experience for Voice Calls Turn idle wait time into an in-queue experience by overriding the default org-wide queue music. Play prompts, greetings, and announcements, offer queued or scheduled callbacks, and periodically announce each caller's queue position and estimated wait time to connect to a rep. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22688e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22688e70 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22688e70 "> <p>Manage Flow</p> <p style="margin-bottom:0;">Agentforce Contact Center Admin (Salesforce Voice) permission set</p> </td> </tr> </tbody> </table> Queue position, skill matching, and priority stay unchanged while the in-queue experience flow runs, and playback stops immediately when a rep is available. If a flow fails or times out, callers fall back safely to the default queue music. 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. Search for and open the Omni-Channel flow that you want to modify, or create a new [Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US). 3. Add an action element and search for **Set In-Queue Experience**. 4. Click **Set In-Queue Experience** and add it to your flow. 5. Enter the In-Queue Experience Flow. This is the flow you want to run while callers wait in the queue. For example, a flow can: - Play a welcome message to greet the caller. - Add the **Get In-Queue Status** action with a label and the Record ID as the voice call ID. The action returns the estimated wait time (EWT) and position in queue (PIQ) as output. If a value isn't available, the action returns a defined signal value so you can branch your in-queue flow accordingly. For more information on EWT and how it’s calculated in the Get In-Queue Status action, see [Estimated Wait Time Calculation When Routing Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=003817179&type=1&language=en_US).<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d22688e169">Output</th> <th class="slds-cell-wrap" scope="col" id="d22688e172">Description</th> <th class="slds-cell-wrap" scope="col" id="d22688e175">Valid Value</th> <th class="slds-cell-wrap" scope="col" id="d22688e178">If Unavailable</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Output" headers="d22688e169">Position in Queue (PIQ)</td> <td class="slds-cell-wrap" data-label="Description" headers="d22688e172">The call's place in line, counting down to 1.</td> <td class="slds-cell-wrap" data-label="Valid Value" headers="d22688e175">1 or higher, where 1 is next to be connected to the rep</td> <td class="slds-cell-wrap" data-label="If Unavailable" headers="d22688e178">-1, indicating that the position is unavailable</td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Output" headers="d22688e169">Estimated Wait Time (EWT)</td> <td class="slds-cell-wrap" data-label="Description" headers="d22688e172">Estimated wait, in seconds.</td> <td class="slds-cell-wrap" data-label="Valid Value" headers="d22688e175">0 or higher</td> <td class="slds-cell-wrap" data-label="If Unavailable" headers="d22688e178"> <p>-1, where no calls were accepted in the last 10 minutes so there's no basis for an estimate</p> <p>-2, when temporarily unavailable</p> </td> </tr> </tbody></table>Before relaying a value to the caller, check for the signal values (-1, -2) and branch your flow accordingly — for example, skip the position or wait-time message. A position of 1 is a normal value (the call is next in line or being connected). - Evaluate the estimated wait time and route the caller to the appropriate path. The table shows some examples of what a flow can do during wait times. | Estimated Wait Time | Action | | --- | --- | | More than 90 seconds | Offer a callback option. | | 60–90 seconds | Share queue information and promote digital self-service channels. | | 30–60 seconds | Announce the updated wait time and queue position, and include a security reminder. | | 0–30 seconds | Inform the caller that a rep is becoming available, and ask them to stay on the line. | | Unavailable (default) | Play a message acknowledging that queue information is temporarily unavailable. | - Loop back to the **Get In-Queue Status** action after playing the appropriate message. This refreshes the wait time and queue position as the caller moves through the queue. - The loop ends automatically when a rep accepts and connects to the call. 6. Set the Minimum Wait Time. This is a threshold time value that determines when to trigger the In-Queue Experience flow instead of playing org-level queue music. Having this threshold prevents short announcements or callback offers when customers might be connected within a few seconds. 7. Save and activate your flow. For longer wait times, use the in-queue experience to highlight digital self-service channels so your customers can complete common tasks without waiting. Medium wait windows are a good opportunity to include security reminders, such as never sharing passwords or PINs. Always configure a default path for cases where queue information is temporarily unavailable. Keep messages short. The loop refreshes regularly, so concise messages give callers updated information quickly. <!-- document id=feea406e02c8e16acab388a3f97f05f349b696cbb6bec37cef0bbe0b7ed91d72 url=/admin/current/en-us/service/264-0-0/service_swarm_take_action_slack.md --> # Take Action in Slack To get the most out of Swarming, use the Service Cloud for Slack app to create and search for Salesforce records with easy to use slash commands. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To see which Salesforce actions are available from the Service Cloud for Slack app, see [Salesforce Actions in Slack](https://help.salesforce.com/s/articleView?id=slack.slack_service_salesforce_actions.htm&type=5&language=en_US). <!-- document id=214238ff57d9fa3151879c46faacc87bf711346e6efba4eef229f8def47b58fe url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_complete_site.md --> # Take an Employee Enablement Program in Employee Portal To access an assigned or shared employee enablement program in Employee Portal, navigate to the Enablement Programs tab. From there, you can preview, enroll, and start the program. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d144250e38">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d144250e38 ">To take employee enablement programs in Employee Portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d144250e38 "> <p>Take Partner Enablement Programs </p> <p>AND</p> <p style="margin-bottom:0;">Employee Hub for Community Users</p> </td> </tr> </tbody> </table> 1. In Employee Portal, click the Enablement Programs tab. 2. If a program was shared with you but not assigned, preview the program and enroll in it before you try to start it. Programs that you can enroll in show an Enroll button next to the program name. Programs that are assigned to you show “Assigned” above the program name. 1. To preview a program, click the program name. The preview shows the structure of the program, including titles, descriptions, and due dates for exercises. 2. To enroll in the program, click **Enroll** in the preview. You receive an email and in-app notification after the enrollment is completed. Programs that you enrolled in show “Self-Enrolled” above the program name. 3. To start a program, click the program name. The program opens on a site page. <!-- document id=766eaee24f1b1bdb7f92613e1d0423888c243cdd78ff4a590ba58994467ceba3 url=/admin/current/en-us/service/264-0-0/fs_predictive_landing.md --> # Take Control of Your Physical Assets with Predictive Service Predict issues before they happen by reducing unplanned repairs. - [Asset Attributes](https://help.salesforce.com/s/articleView?id=service.fs_asset_attrib.htm&type=5&language=en_US) - [Asset Health Score](https://help.salesforce.com/s/articleView?id=xcloud.pfs_pas_intro.htm&type=5&language=en_US) <!-- document id=98e16b973d70c4bc0d8782a6dd81f7fdc09050845b343d027dc71340b3dbe6b0 url=/admin/current/en-us/service/264-0-0/voice_notes.md --> # Take Notes on a Call Record the call’s outcome and take notes about the call so it’s easy for other reps to get up to speed in case the customer calls back. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d160686e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160686e75 ">To answer and make calls and view Voice records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160686e75 ">Salesforce Voice Contact Center Rep permission set</td> </tr> </tbody> </table> 1. On a Voice Call record, go to the **Call Notes** section. 2. In the **Call Resolution** field, select the answer that best describes the call’s outcome. The available choices depend on what your Salesforce admin has configured. 3. In the **Description** field, jot down information about the call. 4. Click **Save**. #### See Also - [Show AI-Generated Summaries with Einstein Work Summaries](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_work_summaries.htm&type=5&language=en_US) <!-- document id=91c287260ee94a672c3ab6e79d48f6a33d0eb042b1957c0d045ee85aa2be7e9c url=/admin/current/en-us/service/264-0-0/voice_intelligence_take_action_on_signals.md --> # Taking Action Based on Intelligence Signals Automate actions based on intelligence signals detected by your telephony system. For example, if your telephony system detects that the customer is unhappy during a support call, Salesforce Voice can show a Next Best Action recommendation. The recommendation can suggest that the support rep offer a 20% discount based on the detected signal and their customer loyalty information. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To trigger an action, build a flow that maps detected signals from the telephony provider to an action defined in Salesforce. This action can send notifications to a supervisor and a support rep, show a script, recommend a strategy, or complete any other action to help your support reps during their conversations. To define actions, use an Einstein Next Best Action or an auto-launched flow. Use Next Best Action recommendations to show support reps what to do next based on the current conversation with the customer. Recommendations can be based on intelligence signals defined in your telephony system, or on keywords detected in a messaging conversation. To show recommendations based on an intelligence signal, first define a rule in your telephony system that identifies each signal. Next, add a trigger in a Conversation Intelligence rule in Salesforce. Then define the corresponding recommendation strategy and recommendations in Salesforce. Finally, to show the recommendations to support reps, add the Next Best Action component to the record page where the support reps work. Use auto-launched flows to run small-to-complex business processes and perform quick actions, such as send an email, create a task, or create an account. These flows execute automatically in the background based on the conditions that you define in Conversation Intelligence rules in Salesforce. Conversation Intelligence supports auto-launched flows with no flow trigger. - **[Prepare Your Telephony System for Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_prep_telephony_system.htm&release=264.0.0&type=5)** Conversation Intelligence relies on signals coming from your telephony system. Complete the tasks based on your telephony provider. - **[Automatically Trigger an Action Based on a Conversation Intelligence Signal](https://help.salesforce.com/s/articleView?id=service.voice_intelligence_rule_create.htm&release=264.0.0&type=5)** Create a rule in Salesforce that triggers an action based on intelligence signals or keywords detected during a conversation. Conversation Intelligence rules work with Salesforce Voice with Telephony Providers and messaging channels, such as Enhanced Web Chat and LINE. Salesforce admins can declaratively set up Conversation Intelligence rules in a user interface. Developers can set up rules in custom components using Toolkit API and custom actions. The declarative method is the easiest way to set up rules. But the Toolkit API method allows you to develop custom rules and signal detection processes. For example, use Toolkit API to detect signals in the call transcript without using your telephony system. #### See Also - [Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5 "Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”") - [Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=platform.einstein_next_best_action.htm&type=5&language=en_US) - [Flow Types](https://help.salesforce.com/s/articleView?id=platform.flow_concepts_type.htm&type=5&language=en_US) <!-- document id=21385e1c23bbbe40e5c5920f31410f0ec85f1add7c4445bbc16394f28b699ee3 url=/admin/current/en-us/service/264-0-0/knowledge_smart_link_targets.md --> # Target Behavior for Smart Links You can specify how smart links open using the different types of target options. Understand the behavior of each option and how smart links created in Salesforce Classic behave in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Target Options The target corresponds to the link’s `target` attribute in the source HTML. This target determines how links open in Salesforce Classic and outside Salesforce, like in your Salesforce and Experience Cloud sites. - Not set—If you don't choose a target, the system sets the attribute to `_blank` when you save the article. - Frame—Opens the linked article in a designated frame - New Window (`_blank`)—Opens the linked article in a new window or tab. - Topmost Window (`_top`)—Opens the linked article in the full body of the window. - Same Window (`_self`)—Opens the linked article in the same frame. - Parent Window (`_parent`)—Opens the linked article in the parent frame. ## Lightning Target Options The Lightning target corresponds to the link's `data-lightning-target` attribute in the source HTML. This target determines how links open in Lightning Experience apps and consoles. - Not set—When the Lightning target isn't set, the system uses the default behavior, `_blank`, which opens a new browser tab - Lightning App Default (`_new`)—Opens a new workspace tab or subtab in console apps, depending on the user's context. Opens a new browser tab in apps with standard navigation. - Same Tab or Workspace (`_self`)—Opens a new workspace tab or subtab in console apps, depending on the user’s context. Opens in the same tab in apps with standard navigation. - New Browser Tab (`_blank`)—Opens a new browser tab. - New Workspace (`_workspaceTab`)—Opens a new workspace tab in console apps. Opens a new browser tab in apps with standard navigation. - New Subtab (`_subtab`)—Opens a new tab in console apps. Opens in the same tab in apps with standard navigation. ## What Happens in Lightning When the Lightning Target Isn’t Set? If the target attribute isn’t set, a smart link opened in Lightning opens in a new browser tab. The `data-lightning-target` attribute is assumed to be `_blank`. When `target` is specified but not the Lightning `data-lightning-target`, the system uses this default behavior for links opened in Lightning Experience. - If the target is set to `_blank`, the Lightning target uses the Lightning App Default (`_new`). - If the target is `_self`, `_top`, or `_parent`, the Lightning target is Same Tab or Workspace (`_self`). - If the target is a custom frame name, the Lightning target is New Browser Tab (`_blank`). <!-- document id=710b3f384fb19ca0501141fc3565da2d156d1fbd176bfcf2015da5143303167f url=/admin/current/en-us/service/264-0-0/es_team_enablement_programs_tab_setup.md --> # Team Enablement Programs Tab Setup Managers track their direct reports' progress in employee enablement programs. For this they need access to the Team Enablement Programs tab of Employee Portal. To make this tab visible to the managers, use a sharing set to grant managers access to their direct reports' account and user records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Make sure the sharing set includes the Customer Community Plus User profile or its clone, along with these access mappings to the direct reports' account and user records. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d130804e50">Object</th> <th class="slds-cell-wrap" scope="col" id="d130804e53">Mappings</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Object" headers="d130804e50">Account</td> <td class="slds-cell-wrap" data-label="Mappings" headers="d130804e53"> <ul> <li>User: Account.PersonContact</li> <li>Target account: PersonContact.ReportsTo</li> <li>Access level: Read Only</li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Object" headers="d130804e50">User</td> <td class="slds-cell-wrap" data-label="Mappings" headers="d130804e53"> <ul> <li>User: Account.PersonContact</li> <li>Target user: Contact.ReportsTo</li> <li>Access level: Read Only</li> </ul> </td> </tr> </tbody></table> See [Create a Sharing Set for Experience Cloud Site Users](https://help.salesforce.com/s/articleView?id=platform.networks_setting_light_users.htm&language=en_US). <!-- document id=234027a90e24f67db1ffa9fd5e10a858d1670ad29ef14b9a87ca06305d00106e url=/admin/current/en-us/service/264-0-0/mfs_requirements.md --> # Technical Requirements for the Field Service Mobile App Optimize your Field Service mobile app by following these technical specifications for peak performance and stability. These recommendations ensure prolonged usability and prevent common mobile device issues for organizations managing large mobile fleets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Key Points - iOS and Android Requirements: For optimal performance, iOS devices should have 6 GB+ RAM and a 15 GB minimum of free storage, while Android devices require 8 GB+ RAM and 15 GB of free storage. - Purchasing Strategy: Avoid entry-level devices with borderline specifications, as they can lead to higher support costs and lower productivity. Plan to refresh your device fleet every 3–4 years to keep up with evolving features like offline AI and Performance Priming. - Field Usage Considerations: Devices must be evaluated for battery durability, thermal performance, and build quality (e.g., rugged, IP-rated) to withstand demanding field conditions. - Support Policy: Salesforce provides a minimum of 6 months' advance notice before ending support for a mobile OS version. End of support means new app releases are no longer tested, and official fixes for issues specific to unsupported configurations will cease. ## Recommended and Minimum Device Requirements To provide long-term stability, performance, and supportability of the Field Service mobile app , we define both recommended and minimum requirements for Android and iOS devices. These requirements serve as a guide for hardware purchases, support planning, and device lifecycle management. Android Requirements | category | Recommended | Minimum Supported | | --- | --- | --- | | **Operating System** | Latest Android version provided by Google | Latest major Android version minus two (e.g., Android 15 if Android 17 is current) | | **RAM** | 8 GB+ (with 3 GB available to app) | 5 GB minimum (with 2 GB available to app) | | **CPU** | Snapdragon 700 series or better (Android only) | Snapdragon 600 series or equivalent | | **Storage** | 15 GB free | 5 GB free (insufficient for high volume briefcase implementations) | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Devices with 4 GB RAM or less are not supported and are prone to app crashes, memory issues, and degraded offline performance. iOS Requirements | category | Recommended | Minimum Supported | | --- | --- | --- | | **Operating System** | Latest iOS version provided by Apple | Latest major iOS version minus one (e.g., iOS 26 if iOS 27 is current) | | **Devices** | iPhone 16 or iPhone 13 Pro and later. iPad Air/Pro (6th gen) | iPhone 14 or iPhone 12 Pro and later. iPad Pro 4th gen or iPad 11th gen and later. | | **Storage** | 15 GB free | 5 GB free (insufficient for high volume briefcase implementations) | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note iOS device performance depends heavily on available memory and battery health. Avoid older iPhones and iPads that cannot update to a currently supported OS. To fully leverage the Field Service mobile app, it's essential to meet the recommended device requirements. While minimum specifications allow the app to run, they are not sufficient for optimal performance when using advanced features. The recommended device requirements are crucial for: - Priming 20,000+ records for offline use - Capturing high-resolution images or videos - Running AI-powered or augmented reality features ## Device Selection Guidance Your mobile workers are on the move all day in challenging, real-world conditions, so their devices need to be tough. Choosing the right device is about more than just the price tag. While low-end models may seem like a good deal upfront, they often lead to performance issues and higher support costs in the long run. We recommend the following: - **Prioritize Quality Over Price**. Invest in devices from reputable manufacturers. High-quality hardware offers better reliability, fewer support issues, and a longer life span, giving you a better return on your investment. - **Look Beyond the Specs**. Don't just check the spec sheet. Evaluate devices on real-world performance attributes like battery durability for long shifts, rapid charging or interchangeable batteries, thermal performance to prevent overheating and component degradation, and a rugged build quality that can handle tough environments. Also consider the available accessories such as protective cases, secure mounts, and stylus input for enhanced usability and protection. - **Plan Ahead**. Technology changes fast. To keep up with new features like offline AI and Performance Priming, plan to refresh your devices every 3–4 years. - **Test Before You Buy**. Always test a small batch of devices with your team's actual workload before placing a large order. This helps you confirm how the devices perform with tasks like large data syncs, offline use, and long days in the field. ## Device Lifecycle and Support Policy We support a wide range of hardware, but to keep bringing you the latest innovations, we occasionally have to update our platform requirements. Support Schedule for Operating Systems Android | Version | End of Support Date | | --- | --- | | Android 17 | n/a | | Android 16 | June 10, 2028 | | Android 15 | September 3, 2027 | | Android 14 | October 4, 2026 | | Android 13 | August 15, 2025 | | Android 12 or earlier | October 4, 2024 | iOS / iPadOS | Version | End of Support Date | | --- | --- | | iOS 27 / iPadOS 27 | n/a | | iOS 26 / iPadOS 26 | September 15, 2027 | | iOS 18 / iPadOS 18 | September 16, 2026 | | iOS 17 / iPadOS 17 | September 18, 2025 | | iOS 16 / iPadOS 16 or earlier | September 12, 2024 | ## Support Notification Policy We provide at least six months' advance notice before ending support for a mobile OS version or device class. These notices are posted in this Help topic, the Salesforce Field Service Mobile Release Notes, and the [Field Service Mobile Trailblazer Community](https://trailhead.salesforce.com/trailblazer-community/topics/fieldservicemobileapp?sort=LAST_MODIFIED_DATE_DESC). Once support ends, new app releases are no longer tested on unsupported devices or OS versions, and we do not provide official fixes for issues specific to these configurations. Compatibility may also be removed in future app updates. While we offer best-effort support during the transition, we strongly recommend migrating to supported hardware and software as soon as possible. ## Testing and Monitoring Before a full rollout, test your devices to make sure they can handle the workload. - Validate Performance: Use benchmarking tools like Geekbench or 3DMark to check memory and CPU load under real-world conditions. Watch how the app behaves during long sessions, when it’s in the background, or when handling workflows with large amounts of media. - Check Your Settings: Make sure any constraints from your MDM (like memory limits or power-saving modes) aren't interfering with the app. - Virtual and Managed Environments: If you're using managed profiles or kiosk mode, always validate performance within that specific environment. Double-check that any network filters or VPNs aren't causing delays or blocking syncs.Validate compatibility with Google Play Services, WebView version, and OS security patch level. ## Additional Considerations for Extreme Environments Field technicians work in rugged, remote, and unpredictable places, so it's a good idea to think about how you can support their devices beyond the specs. Device Protection and Durability - Rugged Cases: We strongly recommend using cases that are rated for MIL-STD-810H and IP68 standards to protect against drops, dust, and water. - Thermal Management: In extreme heat or cold, consider using specialized cases to keep devices from overheating or shutting down. For example, thermal jackets with phase change materials can extend usable time outdoors. - Fully Rugged Devices: For the toughest jobs, especially in industrial or outdoor settings, consider fully rugged tablets or phones from manufacturers like Panasonic Toughbook, Getac, or Sonim. Battery and Power - External Batteries: Equip your team with high-capacity power banks (10,000–20,000 mAh+) to get through long shifts. - Vehicle-Based Charging: Install charging stations in your vehicles using 12V adapters or integrated docks to keep devices charged during travel. Connectivity in Remote Areas The Field Service mobile app is built for offline use, but a stable connection is still required periodically for syncing with Salesforce. - Wi-Fi & Cellular: For the best results, use devices with dual SIM cards or carrier aggregation. - Devices: Avoid devices that have known issues with handling weak signal transitions, such as switching from LTE to 5G. - Satellite Connectivity: For extremely remote work, consider equipping vehicles with satellite internet services like Starlink Roam to enable background syncing, data uploads, and better scheduling capabilities where there's no mobile signal. #### See Also - [Give Users Access to the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perms_standard.htm&release=264.0.0&type=5 "To give your mobile workforce access to the Field Service mobile app, set them up with the right user license and permissions. These steps also apply to Experience Builder site users.") - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") - [Field Service Mobile App Updates](https://help.salesforce.com/s/articleView?id=service.mfs_updates_continuous_delivery.htm&release=264.0.0&type=5 "Stay in the know about the Field Service mobile app releases. This topic includes information on the mobile app release cadence for major, patch, and daily releases (also known as emergency releases), plus information on testing and beta periods.") - [Field Service Mobile Beta and Early Adopters Program](https://help.salesforce.com/s/articleView?id=service.mfs_beta_program_about.htm&release=264.0.0&type=5 "By participating in the Field Service Mobile Beta and Early Adopters program, you can test new versions of the app before adopting them.") <!-- document id=0509b435166571afd9c17e71610390dfa4be07215b0758221f551fa79613814c url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_tlcm_mob_srvcs_tmplt.md --> # Telecom and Mobility Services Templates Use these templates to manage employee telephony and mobile connectivity services. Provide employees with structured intake forms for mobile, roaming, and desk phone requests, ensuring consistent data capture and auditable fulfillment workflows for your IT and telecom teams. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request Mobile Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_mob_plan.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request a mobile plan change. - **[Request International Roaming Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_intl_roam_plan.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request international roaming access. - **[Request Desk Phone Setup or Support](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_tlcm_dsk_phn_setup.htm&release=264.0.0&type=5)** Deploy this template to provide employees with a standardized way to request desk phone setup or support. <!-- document id=0946db031139cfe1ab95620e3daeb254122a72a307e90e2c62f5f26b6d4079f9 url=/admin/current/en-us/service/264-0-0/voice_telephony_report.md --> # Telephony Usage Report The Telephony Usage report provides a breakdown of telephony usage and costs for each phone number per day. The report includes the usage and costs for the last 2 months for which the invoice is generated. This report isn’t available in the standard reports that you can customize and create for Salesforce Voice (formerly Service Cloud Voice). ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To generate the report, click **Generate Telephony Usage Report** on the Amazon Contact Centers page. ![Generate Telephony Usage Report](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_telephony_report.png) After the report is generated, you receive an email with the report attached. The report is in CSV format. There’s no option to filter the report by date, month, or year. <!-- document id=1fa0b684bde93c551845c1e3b1fc51c8ee556ad9a2c53decefaa1812e1fb5bb5 url=/admin/current/en-us/service/264-0-0/fs_template_builder.md --> # Template Builder Build service document templates in Document Builder with the template builder. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> When you first open a template in Document Builder, you see the template builder, which shows the canvas, components and fields panel, and document settings panel. ## The Canvas The canvas represents your service document. To design your service document, drag standard LWCs and custom LWCs onto the canvas. If you add any fields or components to the header or footer, they repeat on every page of your document. ![Template builder user interface](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_template_builder_full.png) When you’re designing your header and footer, you can get an error message if you add too much content. What qualifies as too much content depends on the formatting and orientation of your document and the size of the components you’re trying to add. If you’re having trouble, check that your headers and footers are sized properly. For example, delete fields and components that make the header or footer longer than a page. ## Document Settings To access the document settings, click outside the header, body, and footer sections of the canvas. Use the document settings panel to add a document description, determine which fields and components are visible, remove headers and footers, and alter the document format. ## Components and Fields Drag components and fields from the left panel onto the canvas to easily build document templates. Standard components for Document Builder include Grid, Page Numbers, Related Record Table, Signature, Image, Image Gallery, and Rich Text. You can drag two types of fields onto the canvas from the field component on the left panel: fields from the template object and spanning fields from the parent of the template object. When a field is added to the canvas, use the component settings panel on the right to configure the field visibility. For example, you can choose to show a Related Record Table for a work order and its child work order line item only if the work order’s work type is Break-Fix. Lookup fields don’t appear on service document templates when dragged onto the canvas. To get the lookup field to show up, search for the lookup field and its associated name. Click in the Search field. Then, drag the Name field onto the canvas. When you’re done building your template, you’re ready to save and activate it. You can access saved templates from the Document Builder page in Setup. #### See Also - [Activate a Service Document Template](https://help.salesforce.com/s/articleView?id=service.fs_activate_service_document_template.htm&release=264.0.0&type=5 "To create service documents and PDFs with Document Builder, activate a template.") - [Setting the Service Document Template Field](https://help.salesforce.com/s/articleView?id=service.fs_service_document_template_field.htm&release=264.0.0&type=5 "You can find the standard field Service Document template in the three objects: Work Order, Work Order Line Item, and Service Appointment. This field points to the template ID, which sets the template for each service document. This topic covers how to find the template ID and how to populate the Service Document Template field.") <!-- document id=e503f53bc7f9de0b357db7fb7df70554693565a92831797001938467ca96e176 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_resource_absence_test.md --> # Test and Troubleshoot the Agent for Handling Service Resource Absences in the Legacy Agentforce Builder Now that your agent is ready to go, make sure that it’s working as expected. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ## Test the Agent 1. From Field Service, find a service resource who has multiple service appointments. 2. In Slack or in the Field Service mobile app, write: I’m sick today. Note: In Slack, start the message with @Agentforce Employee Agent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In Slack, start the message with @Agentforce Employee Agent. ![Conversation in Slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_resource_absence_slack.png) 3. View the created Resource Absence on the Gantt and pay attention to the appointments that were rescheduled successfully. 4. For appointments that couldn’t be rescheduled, a Customer Outreach message is sent to the customer for rebooking purposes. In the meantime, these appointments remain assigned to the service resource. ## Troubleshoot the Agent To see why certain service appointments weren’t rescheduled with this process, use Flow Builder to see what caused the failure. Modify your setup as required. 1. In Setup, find and select **Flows**. 2. Find and select the **Reschedule Service Appointment** flow. 3. In Flow Builder, click **Debug**. 4. When prompted for the serviceAppointmentId input variable, enter the ID of one of the service appointments that failed to reschedule. 5. Analyze the output. Running the flow directly with the specific service appointment ID in debug mode can reveal critical information, such as: - No Candidate Slots Found: The scheduling policy couldn’t find a suitable time or service resource. - Scheduling Constraints Violation: Specific rules (for example, skill requirements, travel time, operating hours, and exclusion rules) prevented scheduling. - Scheduling Policy Issues: The scheduling policy used might be missing necessary configuration. <!-- document id=6cb14b2a106e78e94c071741360cbbfcb10fc6a4358408c79a75508dcb8234bb url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_test.md --> # Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the Legacy Agentforce Builder Test your agent before you go live and resolve any issues that you encounter. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Test Customer-Initiated Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_test_autonomous_scheduling.htm&release=264.0.0&type=5)** Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder. - **[Troubleshoot Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot.htm&release=264.0.0&type=5)** Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions. - **[Sample Utterances for Field Service Customer-Initiated Scheduling with Agentforce in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_utterances.htm&release=264.0.0&type=5)** These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder. - **[Sample Conversations for Field Service Customer-Initiated Scheduling with Agentforce in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_conversations.htm&release=264.0.0&type=5)** These conversations are examples of ways to interact with Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. You can use these phrases to see how the agent works in Agentforce Builder. <!-- document id=d6dcd85f60ca3fc120aeccb3c808fbf46d9dbaa15cbe377872d4ee97045906f7 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_test_studio.md --> # Test and Troubleshoot Your Agent for Field Service Autonomous Scheduling in the New Agentforce Builder Test your agent before you go live and resolve any issues that you encounter. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **[Test Customer-Initiated Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_test_autonomous_scheduling_studio.htm&release=264.0.0&type=5)** Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your topics and instructions directly in Agentforce Builder. - **[Troubleshoot Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_troubleshoot_studio.htm&release=264.0.0&type=5)** Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions. - **[Sample Utterances for Field Service Autonomous Scheduling with Agentforce in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_utterances_studio.htm&release=264.0.0&type=5)** These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder. <!-- document id=ff67e52f9392a8e4996acb884013fa9f1d369b175074ba0a1e4b3c6d448be3c9 url=/admin/current/en-us/service/264-0-0/voice_test_implementation.md --> # Test Calls in your Contact Center After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11422e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11422e78 ">To answer and make calls and to view Voice Call Records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11422e78 ">Salesforce Voice Contact Center Rep permission set</td> </tr> </tbody> </table> For help using the Phone tab in the Omni-Channel utility, see [Answer and Make Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_make_calls.htm&release=264.0.0&type=5 "Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more."). 1. Accept an inbound call. 1. Log in to Salesforce and open the console app where Voice is set up. 2. Open the Omni-Channel utility. 3. In Omni-Channel, set your availability—that is, your presence status—so you can make and receive calls. Make sure that your microphone on your computer is enabled. When you set your presence status, Salesforce uses single sign-on (SSO) to connect you to your company’s Amazon Connect instance. It can take a few seconds to complete the SSO. After SSO is completed, you can make and receive calls on the Phone tab in the Omni-Channel utility. 4. Call your contact center from a separate phone. The incoming call should appear in the Omni-Channel utility. 5. To answer a call, click the checkmark button. A Voice Call record page opens. 6. Talk and stay on the call for a few minutes, then end the call. 7. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time. 2. Make an outbound call. 1. In the Phone tab, enter the number that you want to call and click **Call**. You can also make outbound calls by clicking a phone number hyperlink (click-to-dial) in Agentforce Service (formerly Service Cloud). 2. Talk and stay on the call for a few minutes, then end the call. 3. Verify that the fields on the Voice Call record page are automatically completed with information about the call, such as phone number, call start time, and call end time. #### See Also - [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5 "Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.") <!-- document id=0388f2640652b7bb1020b33b3f156b4f4d2bedc73274f92c96863583bca21384 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_test_autonomous_scheduling.md --> # Test Customer-Initiated Scheduling in the Legacy Agentforce Builder Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your subagents and instructions directly in Agent Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d67508e82">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d67508e82 ">To build and manage Service Agents: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d67508e82 "> <p>Manage Agentforce Service Agents AND Manage AI Agents</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The tests described here apply to the Scheduling agent. If you’re using the Appointment Management for Field Service subagent in another agent, adjust the tests to reflect your org’s business processes. Before you start, make sure that Field Service has been configured according to [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). ## Customer Verification for Customer-Initiated Scheduling Before the agent performs any scheduling operations, it first verifies the identity of the person it’s interacting with using the Customer Verification for Field Service subagent. Use the Conversation Preview panel to start a conversation that you expect to trigger the Customer Verification for Field Service subagent. For example, ask to schedule an appointment. 1. Create a contact for testing the agent and assign it a valid email address. 2. Open the agent in Agent Builder. 3. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment. 4. When the agent prompts you for an email address, enter the contact’s email. The agent sends a one-time password (OTP) to this email address. 5. Open the email and copy the OTP. 6. Enter the OTP in the Conversation Preview panel. If the verification was successful, the agent confirms that the contact has been verified. ## Booking, Rescheduling, Canceling, and Getting Appointment Information Test the standard scenarios that the AI agent performs, including booking an appointment, rescheduling an appointment, canceling an appointment, and getting information about appointments. Use [Sample Utterances for Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_utterances.htm&release=264.0.0&type=5 "These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder.") and [Sample Conversations for Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_conversations.htm&release=264.0.0&type=5 "These conversations are examples of ways to interact with Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. You can use these phrases to see how the agent works in Agentforce Builder.") to help you define your test scenarios. 1. Make sure that your work types and service territories have been set up correctly. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 2. Make sure that you have assigned all required permissions defined in [Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users."). If your org has implemented custom permissions—for example, permissions to create and cancel appointments—assign these permissions to the AI agent. 3. Make sure that the contact you’re using has a valid mailing street and city. 4. Open the agent in Agent Builder. 5. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment. 6. After the contact has been verified, ask the agent to schedule an appointment and follow the agent’s instructions until you receive a confirmation that the scheduling was successful. 7. Ask the agent to reschedule this appointment and make sure that it succeeds in rescheduling to a new date and time. 8. Ask the agent to provide information about your upcoming appointment. 9. Ask the agent to cancel your appointment. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When an agent requests appointment slots using a relative date expression, such as “tomorrow,” the system resolves the time based on the agent’s current time, not the service appointment’s current time. If there’s a time zone difference between the agent and the service appointment, the agent can suggest incorrect appointment slots. We recommend testing requests in the relevant time zone at different times throughout the day. If at any stage the agent fails, see [Troubleshoot Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot.htm&release=264.0.0&type=5 "Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions."). ## Ethics Verify that the agent complies with its ethical guidelines. See [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.") for the scenarios that are covered by the agent. 1. Open the agent in Agent Builder. 2. Use the Conversation Preview panel to start a conversation with the agent and ask to schedule an appointment. 3. After the contact has been verified, ask the agent to schedule an appointment and select a time slot. When the agent asks you to confirm the address, mention that a child will be at home at the time of the appointment. 4. Confirm that the agent states that it will escalate this conversation. 5. Repeat this test for each category described in [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles."). ## Messaging Channel Implementation and Escalations 1. Make sure that you’ve connected your agent to your customer channels, for example, the Enhanced Chat customer channel. 2. Make sure that you’ve configured the escalation subagent to transfer agent conversations. To do this, configure the Outbound Omni-Channel Flow in the Connections tab in Agentforce Builder. 3. Verify that the agent receives incoming traffic from customers and transfers the conversation to the representative when a conversation is escalated. <!-- document id=64f20a9be11cf49c05163d9f8408c895f6bebe6c9bebb4206d51ec9ea238e9d8 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_test_autonomous_scheduling_studio.md --> # Test Customer-Initiated Scheduling in the New Agentforce Builder Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your topics and instructions directly in Agentforce Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d64620e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d64620e84 ">To build and manage Service Agents: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d64620e84 "> <p>Manage Agentforce Service Agents AND Manage AI Agents</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> In addition to the testing steps suggested here, be sure to consult the general agent testing guidance in [Test Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_parent_test.htm&type=5&language=en_US). ## Customer Verification for Customer-Initiated Scheduling Before the agent performs any scheduling operations, it first verifies the identity of the person it’s interacting with using the Customer Verification for Field Service subagent. Use the Preview panel to start a conversation that you expect to trigger the Customer Verification for Field Service subagent. For example, ask to schedule an appointment. 1. Create a contact for testing the agent and assign it a valid email address. 2. Open the agent in Agentforce Builder. 3. Start a conversation with the agent and ask to schedule an appointment. 4. When the agent prompts you for an email address, enter the contact’s email. The agent sends a one-time password (OTP) to this email address. 5. Open the email and copy the OTP. 6. Enter the OTP. If the verification was successful, the agent confirms that the contact has been verified. 7. Repeat these steps as a guest user. ## Booking, Rescheduling, Canceling, and Getting Appointment Information Test the standard scenarios that the AI agent performs, including booking an appointment, rescheduling an appointment, canceling an appointment, and getting information about appointments. Use [Sample Utterances for Customer-Initiated Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_utterances_studio.htm&release=264.0.0&type=5 "These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder.") to help you define your test scenarios. 1. Make sure that your work types and service territories have been set up correctly. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). 2. Make sure that you have assigned all required permissions defined in [Assign Permissions for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "Create and assign permissions to users."). If your org has implemented custom permissions—for example, permissions to create and cancel appointments—assign these permissions to the AI agent. 3. Make sure that the contact you’re using has a valid mailing street and city. 4. Open the agent in Agentforce Builder. 5. Use the Preview panel to start a conversation with the agent and ask to schedule an appointment. 6. After the contact has been verified, ask the agent to schedule an appointment and follow the agent’s instructions until you receive a confirmation that the scheduling was successful. 7. Ask the agent to reschedule this appointment and make sure that it succeeds in rescheduling to a new date and time. 8. Ask the agent to provide information about your upcoming appointment. 9. Ask the agent to cancel your appointment. If at any stage the agent fails, see [Troubleshoot Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_troubleshoot_studio.htm&release=264.0.0&type=5 "Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions."). ## Ethics Verify that the agent complies with its ethical guidelines. See [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_ethics_studio.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.") for the scenarios that are covered by the agent. 1. Open the agent in Agentforce Builder. 2. Use the Preview panel to start a conversation with the agent and ask to schedule an appointment. 3. After the contact has been verified, ask the agent to schedule an appointment and select a time slot. When the agent asks you to confirm the address, mention that a child will be at home at the time of the appointment. 4. Confirm that the agent states that it will escalate this conversation. 5. Repeat this test for each category described in [Ethical Instructions for Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_ethics_studio.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles."). ## Messaging Channel Implementation and Escalations 1. Make sure that you’ve connected your agent to your customer channels, for example, the Enhanced Chat customer channel. 2. Make sure that you’ve configured the escalation subagent to transfer agent conversations. To do this, configure the Outbound Omni-Channel Flow in the Connections tab in Agentforce Builder. 3. Verify that the agent receives incoming traffic from customers and transfers the conversation to the representative when a conversation is escalated. <!-- document id=dec9e678a86454efacbfa11513ab4978a47eb9a39d709d95ba2ab2c5e9011aa0 url=/admin/current/en-us/service/264-0-0/sp_test_dp.md --> # Test Dynamic Plans To test the accuracy of your Service Assistant setup for dynamic plans, start them on case or messaging records and review the service plan summary, plan steps, and knowledge configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_test_dp__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_test_dp__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24963e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e74 ">To test Service Assistant: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e74 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p>Data Cloud Architect permission set*</p> <p style="margin-bottom:0;">*Required if you use knowledge grounding. Make sure the permission set has access to your default data space. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Default Data Space Access</a>.</p> </td> </tr> </tbody> </table> - [How to Test Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Generate and Evaluate the Service Plan Summary and Initiation](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Case Summary Plan](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Messaging Summary Plan](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Voice Plan Initiation](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Troubleshoot Plan Initiation Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Work and Review a Dynamic Plan](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) - [Troubleshoot Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5) ## How to Test Dynamic Plans A dynamic plan is a real-time plan that adapts as the record changes, available for both cases and messaging sessions. To test dynamic plans, generate them on records. Service Assistant provides service plans through a Lightning web component, so they can't be tested in the Agentforce Builder or Agentforce Testing Center. For general testing setup, how to pick use cases to test, and knowledge grounding guidance that applies to all plan types, see [Test Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_comps_build.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use."). A dynamic plan has no set length or end time. Its length depends on how much the case or messaging session evolves and how much information your grounding sources hold to address the issue. Service Assistant adds steps as the record changes and the resolution progresses, so a plan grounded in richer sources and a longer conversation runs more steps than one with limited context. The plan ends automatically when the record closes, either when the case is closed or the messaging session ends. The plan history is saved in the component feed and is accessible after the record is closed or ended. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_plans_ov.png) ## Generate and Evaluate the Service Plan Summary and Initiation When a record meets your eligibility criteria, Service Assistant drafts a service plan summary that includes a summary of the record and a general overview of the resolution steps, known as summary steps. After the summary generates, the **Start Plan** button appears. You click **Start Plan** to begin the real-time, interactive workflow. When the summary generates depends on the record type. - **Case**: A summary plan generates once the record is opened and meets your eligibility criteria. Keep in mind there is no indication that a plan is generating. It shows automatically a few moments after the record page is opened. - **Messaging**: A summary plan generates once there is enough context in the chat that provides a clear issue or customer intent. Processing time can vary and there is no indication that a summary plan is generating. It shows automatically a few moments after a clear issue is identified in the chat. If you turn on Start Plans Automatically from the Service Assistant Setup page, the plan starts automatically and the first step is shown after an issue is identified. There is also no indication that the first step is generating. The component remains static and you only see the summary plan. - **Voice**: There are no summary plans for voice calls. The plan starts automatically and the first step is shown once the eligibility criteria is met. However, the transcript requires enough context that provides a clear issue or customer intent. It can take time before you see the first step in the plan show in the component, and there is no indication that a step is generating. The step shows automatically a few moments after a clear issue is identified in the transcript. As part of the summary, Service Assistant identifies the issue and assigns the matched subagent. Confirm that the correct subagent is assigned. For cases, Service Assistant assigns the subagent based on the Subject and Description fields set in your Service AI Grounding configuration. For messaging sessions, it assigns the subagent based on the context of the conversation transcript. A summary plan can take up to one minute to show. The component shows no loading indicator. Every case summary begins with **Service Plan Available:** followed by the subagent name. ## Case Summary Plan To start the testing process, open an existing case or create a new one. Make sure that the case meets your eligibility criteria. When a case is opened or created, Service Assistant drafts the summary. Here is an example. The level of detail of both the case summary and summary steps varies and is based on the amount of information in the case, what fields and objects you have set in your Service AI Grounding configuration, and the amount of information in subagents, instructions, and knowledge articles. Generally, when you have a more detailed service plan summary (as shown above), you can expect the drafted service plan to be fairly detailed. Specifically, the Subject and Description fields are critical because Service Assistant uses them to categorize the case and match it to a subagent. Although Service Assistant grounds on additional fields and objects set in your Service AI Grounding configuration, the Subject and Description need clear, specific information to generate an accurate plan. Generally, the more detailed the fields are, the better the match. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24963e264">Example Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d24963e267">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Example Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e264 ">The customer is traveling to Kenya and needs help understanding what travel documents are required besides a passport. She's unsure whether she needs a visa, where to apply for one, and the vaccination requirements.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e267 "> <p dir="ltr">This description works because there's enough detail for Service Assistant to match relevant subagents and knowledge articles to the case. </p> <ul> <li>It contains specific information (Kenya)</li> <li>It has clear context (travel document requirements)</li> <li>It states specific concerns (visa, vaccinations, accommodations, financial requirements)</li> </ul> </td> </tr> <tr class=""> <td data-label="Example Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e264 ">Customer needs help with travel documents.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d24963e267 "> <p>Although this description would work to draft a plan summary, the summary would be generic. </p> <p style="margin-bottom:0;">There isn't sufficient context for Service Assistant to generate a focused plan. Although the keywords "travel documents" are used, it doesn't specify the country where you have a specific subagent or knowledge article. If the specific information is found in your other Service AI Grounding fields or objects, then Service Assistant can reference the more specific subagent and knowledge article. </p> </td> </tr> </tbody> </table> ## Messaging Summary Plan To start the testing process, open a messaging session that meets your eligibility criteria. A messaging session doesn't generate a summary as soon as it's opened. Service Assistant generates the service plan summary only after the conversation contains enough context to identify the customers issue. - If the early messages don't contain information that matches a subagent, Service Assistant keeps monitoring the conversation and generates the summary when a later message provides a match. The amount of conversation needed to generate the summary can vary. - To test this behavior, send messages that reflect the use cases in your subagents and confirm that Service Assistant generates a summary and identifies the matched subagent. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_summary\(2\).png) If the summary doesn't show for a messaging session, confirm these requirements are met. - The user testing the plan has access to the eligibility flow, even if they have the Run Flows permission. The Run Flows permission alone doesn't grant access to the eligibility flow. See [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US) and [Set Up Service Assistant for Messaging](https://help.salesforce.com/s/articleView?id=service.sp_setup_msg.htm&type=5&language=en_US). - The conversation contains enough context to identify the issue. A summary isn't generated before the conversation gives Service Assistant enough context. - The messaging session record is owned by a human agent, not a queue or bot user. Service Assistant doesn't generate a plan for a record owned by a bot user or queue. ## Voice Plan Initiation When you have an active voice call, your eligibility criteria are met, and there's enough context based on the transcript, the service plan starts automatically and the first step of the plan appears. There's no Start Plan button. ![Service plan example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_vc_summary.png) What counts as enough context to start the plan depends on whether there's an issue or problem clearly defined in the transcript. There's no standard threshold for the number of messages required to have the first step of the plan show in the component. Plan processing and initiation depend on the telephony model, transcript processing time, and clarity of the messages in the transcript. Also, there is no indication that a step is generating. The component remains static. The step shows automatically a few moments after a clear issue is identified in the transcript. If you don't see the first step after a clear issue is identified in the call transcript: - Check the permissions for your agent user (ServicePlanner User). Make sure it has the app permissions required for the Agent Voice Access permission set. - Confirm you have a default agent assigned in the Setup page and confirm the agent is active. Also check that the agent has a subagent that matches the specific issue referenced in the transcript. - Check your eligibility flow configuration and access to the flow. Make sure the voice call type is eligible for a plan and that you have direct access to the flow, even if you have the Run All Flows app permission. The flow doesn't run on the ServicePlanner User's permissions. ## Troubleshoot Plan Initiation Error Messages If the plan summary generation doesn't start or you see the listed error messages, take these troubleshooting steps. These error messages also apply to Voice even though there's no summary plan provided. The messages indicate a plan initiation error and show directly in the component. Error Messages - We couldn't draft a service plan summary. We'll keep trying, but if the issue continues, contact your Salesforce admin. - There's not enough information to draft a service plan summary. Add more details, then check back here. - We couldn't draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item. General Troubleshooting Steps (All Objects) - Make sure you have the right permissions. Admins require the Service Planner Builder and Agentforce Default Admin permission sets. If you use knowledge grounding, make sure you have the Data Cloud Architect permission set with access to the default data space. Service reps require the Service Planner User permission set and Access Agentforce Default Agent permission set. - Make sure the ServicePlanner User has these permission sets assigned: Service Planner Agent User, Agentforce\_Service\_Assistant Permissions, and Data 360 User. - Make sure your knowledge articles contain accurate, comprehensive, and well-structured information. Service Assistant includes knowledge information in the summary steps. - If you see the error message "We couldn't draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item," this means that Service Assistant can't find a subagent that matches the record details. The previous troubleshooting steps apply. In addition, review your subagents and instructions. Make sure they follow the guidelines in [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US) and [Topic Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&language=en_US&type=5). - Make sure that relevant subagents and instructions are created for the record. - Make sure each subagent has a distinct title like "Return Request" or "Refund Request." - Don't create generic, catch-all subagents like "Case resolution assistance." Subagents describe your company's specific policies and standards for resolving a particular case type. A subagent titled "Case resolution assistance" is too broad and prevents Service Assistant from matching cases to the right subagent. Instead, create distinct subagents that each address one specific case category, such as "Product Defect Report," "Billing Dispute," or "Account Access Issue." - Break down case types into subagent categories. For example, use a broad subagent like "Return Request" for general information on how to process returns. This is best for when the case doesn't mention an explicit item. For return processes that vary in scope and processes, create individual return request subagents like "Shoe Return Request." These are simple examples, but the idea is to make sure that you have enough information in your subagents and instructions that try to address the varying levels of information a specific case can have. - Don't include several pieces of information in one instruction. Each instruction needs to outline a singular task or process that's required for resolving the issue. Case Troubleshooting Steps - Make sure the case has a clear, descriptive subject that relates to your subagent. - Make sure the case has sufficient detail in the description about the issue or request. We recommend 1–2 sentences. - Review your Service AI Grounding configuration. Make sure that all the fields and related case objects you want to ground on are selected. Then review the data of these fields in the case. Make sure there is clear and non-conflicting information in your grounding fields or case feed, comments, and emails. Conflicting information can result in less detailed or unclear case summaries and summary steps. Messaging and Voice Troubleshooting Steps - Service Assistant grounds in the conversation transcript. Make sure the conversation includes clear, specific details about the customer's issue so Service Assistant can match a subagent and generate focused summary steps. - Confirm that the summary requirements are met: the conversation contains enough context to identify the issue, at least one message matches a subagent, the record is owned by a human agent and not a bot user, and the user testing the plan has access to the eligibility flow. ## Work and Review a Dynamic Plan After you have a successful plan summary, click **Start Plan** to begin the workflow. For voice, you don't click Start Plan. The plan starts automatically. Unlike a guidance plan, a dynamic plan doesn't draft a full checklist at once. Service Assistant presents one step at a time, adapts each step as the record changes, and can surface agent actions to automate a step. As you work the plan, evaluate it for accuracy and relevance. **Review the Guidance at Each Step** - Review the guidance at each step to confirm it's accurate, relevant, and consistent with the resolution guidance in your subagents, instructions, and knowledge articles. - Review the wording of each step, and confirm that any agent actions surface and execute as expected. When an action is available to complete a step, Service Assistant surfaces it in the step for you to confirm and run, or the action runs automatically based on your configuration. **Subagent-Based Steps** - Steps created from subagent instructions are formed directly from the guidance you provide in each instruction. From a sample service plan, a subagent-based step is "Conduct identity verification to ensure the user's eligibility for document processing." - If a step relies only on a subagent (without knowledge grounding), it doesn't include any citation links. - The subagent that matched to your case is used to generate the plan. The subagent name is listed at the top of the service plan. **Knowledge-Based Steps** Service plans are grounded in your knowledge articles when you set up a data library using the knowledge data type and have Show Sources enabled. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&type=5&language=en_US). Display and Navigation - Each step created from a knowledge article is cited with a number at the end of the step in the form of \[1\]. The citation contains a hyperlink to the corresponding entry in the Sources section that lists the name of the knowledge article. To show citations, enable Show Sources in your data library setup. - Because a dynamic plan creates each step in real time, each step has its own Sources section rather than a single Sources section for the whole plan. Confirm that each step's citations link to the article used for that step. - The same article can appear under a different citation number from one step to the next. In a dynamic plan, citation numbers aren't consistent across steps because each step is created and cited on its own. This behavior is expected and differs from a guidance plan, where an article used in multiple steps keeps the same citation number. - A step can be created from both a subagent and a knowledge article. - A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like \[1\]\[2\]. ![Placeholder: Example of a dynamic plan step with a per-step Sources section and knowledge citations.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_citations.png) **Non-Grounded Steps** Service Assistant can propose its own steps that aren't based on your grounding sources. Proposed steps show when there isn't enough information in your subagents, instructions, or knowledge articles. In a dynamic plan, Service Assistant flags a proposed step with language such as "There's no information in your company documents. Here's what I suggest, but it might not be correct." Use these flags during testing to find gaps in your grounding sources, and then add the missing guidance to your subagents, instructions, or knowledge articles. **Dynamic Plan Updates** A dynamic plan updates its steps in real time as new information arrives. Unlike a guidance plan, you can't redraft a dynamic plan. Instead, you update your grounding sources during the plan, and Service Assistant picks up the updates as they're made. How you test this behavior depends on the record type. For cases, update the fields and objects set in your Service AI Grounding configuration and confirm that Service Assistant incorporates the changes. - Service Assistant monitors the case through the fields and objects set in your Service AI Grounding configuration. - New case emails always update the current step in real time. If you turn on Update Plan Context When Case Fields Change, Update Plan Context When Case Comments Change, or both, case field updates and case comment updates (internal or external) also update the current step in real time. - Case Feed updates are tracked but don't update the current step. They're incorporated into the next step instead. For messaging sessions, Service Assistant grounds the plan in the conversation transcript, so updates are highly real-time. Send new messages in the session and confirm that Service Assistant updates the plan as the chat feed advances. - Service Assistant monitors the entire transcript and generates a new plan step as each new message comes in, so each step reflects where the conversation currently stands. - Unlike a case, where only a new case email updates the current step, a messaging session updates step by step as the conversation progresses. **Test Agent Actions** In a dynamic plan, Service Assistant surfaces an agent action automatically when it matches the action to a plan step. As you work the plan, pay attention to which actions are presented and where they're missed. If an action you expect doesn't surface in a step, try these methods. - Add a direct reference to the action in a subagent instruction. Reference the action by its label, not its API name, and tell Service Assistant when to use it. For example, "As a first step, use the Get Travel Records action." A direct reference forces Service Assistant to include the action, so use it for mandatory steps that must always run. See [Actions in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_actions_matching.htm&release=264.0.0&type=5 "Service Assistant automatically adds actions to plan steps by comparing your action descriptions and input and output instructions against the record details and grounding sources."). - Refine the action description. For situational steps that run only when conditions are met, Service Assistant relies on context matching, so write descriptions that mirror the terminology in your subagent instructions and knowledge articles. See [Guidelines for Creating Actions](https://help.salesforce.com/s/articleView?id=service.sp_actions_guidelines.htm&release=264.0.0&type=5 "Follow these guidelines to write effective action descriptions and to set up Service Assistant action inputs and outputs."). - Check the action's permissions for the ServicePlanner User. Actions run under the ServicePlanner User's permissions, and a missing permission can cause an action to fail or return blank data. See [Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_actions_permissions.htm&release=264.0.0&type=5 "Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run."). After an action runs, Service Assistant sometimes prompts with open-ended language, such as "The record is updated. Let me know how to proceed," instead of advancing to the next step. To keep the plan moving, state what happens next in your subagent instructions, such as "After the action completes, immediately proceed to verify entry requirements." For more details on configuring and matching actions, see [Grounding Service Assistant with Agent Actions (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_actions.htm&release=264.0.0&type=5 "Learn how Service Assistant uses agent actions to automate plan steps and review our recommended configuration guidelines."). **Require Specific Information in a Plan** To make sure specific information always appears in a plan, put it in a subagent instruction. Use this technique when the information isn't pulled from your knowledge articles. Write the instruction to state exactly what you want and when, such as "As a first step, verify the customer's account status." Information stated this way in an instruction is always included in the plan. **Advance the Plan** Dynamic plans advance steps automatically when a step is completed with an agent action. For a step that isn't automated by an action, Service Assistant states what the service rep does manually to complete the step, and then it waits for the rep to confirm. This behavior is expected, and Service Assistant especially waits when you ask an informational question in the agent chat. - For a step that isn't automated, Service Assistant describes the task to complete and prompts the rep with language such as "Let me know once this step is complete." The plan doesn't advance on its own. - To move the plan forward, respond with language that clearly reflects that the step is complete, such as "Completed," "Step complete," or "Go to the next step." Service Assistant then generates the next step. Generally, work through the resolution guidance and evaluate the wording of each step for accuracy and consistency with your service specialists and your knowledge and subagent instructions. **Subagent Switching** Service Assistant detects the customer's intent as the case progresses and can switch to the relevant subagent to provide guidance from that subagent and its related knowledge information. Test this behavior by introducing a second issue and confirming that Service Assistant switches subagents. - If the resolution starts with one subagent's issue but shifts to a second issue, Service Assistant switches to the second subagent, gathers the information it needs, and resolves that part of the plan. - When the second issue is resolved, Service Assistant can automatically switch back to the original subagent. In some instances, it doesn't switch back on its own. Use the chat to redirect it, such as "Let's go back to the original issue." For more details, see [Service Plan Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_plan_processing.htm&type=5&language=en_US). **Using the Agent Chat** Test the agent chat to confirm that Service Assistant can look up knowledge and run actions on demand. To use the agent chat, add the General CRM and FAQ subagents to your agent. See [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US). - Ask a knowledge question, or ask for knowledge information, and confirm that Service Assistant returns relevant information from your knowledge articles. - Ask Service Assistant to launch a common action, such as drafting an email, and any custom actions you've added. If an action doesn't work, check the action's permissions for the ServicePlanner User. See [Action Permissions](https://help.salesforce.com/s/articleView?id=service.sp_actions_permissions.htm&release=264.0.0&type=5 "Actions run under the ServicePlanner User's permissions. Grant the access that your actions require so that they can run."). ![Placeholder: Example of a dynamic plan step with a per-step Sources section and knowledge citations.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_chat.png) What happens to the agent chat when the record is done depends on the channel. When the case is closed or a messaging session ends, the service plan ends, but Service Assistant and the chat box stay available for about 24 hours so you can complete wrap-up tasks such as asking for a summary, drafting a follow-up email, asking knowledge questions, running actions, or getting general help using the chat. In all cases, the feed history persists and stays visible, so you can review the full record of the plan steps, actions, and chat interactions after the record is done. ## Troubleshoot Knowledge Grounding If knowledge articles aren't cited, the cited articles aren't relevant, or you see the general error messages, try these troubleshooting steps. Knowledge grounding works the same across plan types, so this guidance applies to both cases and messaging sessions. In a dynamic plan, remember that each step is created and cited on its own, so a citation problem can appear on one step but not another. General Error Messages - Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration. - I couldn't find any sources to cite. Ask your Salesforce admin to check the data library configuration. - We couldn't show any sources. Ask your Salesforce admin for help. Check User Permissions and Data Access - Confirm your agent is active. - Confirm all users have the correct knowledge grounding permissions. See [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US). Pay close attention to the ServicePlanner User's permissions. Check that it has the Data 360 User permission set and that the user has access to any custom record types and to the data categories assigned to your knowledge articles. - Confirm that you (the admin), service reps, and the ServicePlanner User have access to the default data space on their permission sets. Generally, only the Service Assistant admin needs access to the default data space that's enabled on the Data Cloud Architect permission set. However, providing service reps access to the default data space is recommended when your knowledge articles aren't included in your plans. You can grant default data space access through either the knowledge custom permission sets or the standard Service Assistant permission sets. See [Default Data Space Access](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5). Review Your Knowledge Grounding Setup - Make sure your articles are public and published. Knowledge articles that are publicly available have IsVisibleInPkb set to True. - Make sure you have Show Sources enabled in your data library configuration. Without Show Sources, a dynamic plan step doesn't display its per-step Sources section or citations. - Make sure your data library has your latest knowledge base information by rebuilding the search index. Although your data library search index refreshes every day, manually rebuild it to sync your data library with your latest knowledge base updates. We recommend rebuilding your search index when you add, modify, or remove knowledge articles. See [Rebuild a Search Index Configuration](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_rebuild_search_index.htm&type=5&language=en_US). - Double-check your data category settings and access. Make sure that your data categories are visible and that any data categories set for your knowledge articles match the data category filtering set in the Knowledge tab of your data library. - Review your articles to make sure that the structure and format match the identifying and content fields you've set in your data library. Identifying fields search your knowledge base to find relevant articles that match the record details. Content fields extract key information from the knowledge articles to create plan steps. - For identifying fields, select fields that provide a concise summary of the article, such as Title, Summary, and Question. - For content fields, select the fields that have the most content, such as Answer and Detail. - Apply any custom knowledge fields to your identifying and content field configuration. - Review or add a knowledge article Summary to briefly describe the article and its scope. A summary improves search results. Include phrases that are commonly found in the record details to describe the issue or request. - Make sure the content of your articles contains keywords and information related to the record. Record Content - For cases, review the case subject, description, and fields set in your Service AI Grounding configuration to confirm there's enough information in each field and that the information is relevant to the knowledge articles you expect to show. Review the case comments and case feed if you've selected those as grounding sources. Make sure the information is relevant and doesn't conflict with the knowledge articles you expect to show. - For messaging sessions, review the conversation transcript to confirm the messages include specific details and keywords that relate to the knowledge articles you expect to show. Because the plan grounds in the transcript, send messages that reflect the issue so Service Assistant retrieves and cites the relevant articles. Targeted Error Message Troubleshooting - I couldn't find any sources to cite. Because a dynamic plan can't be redrafted, continue the conversation or update the record to prompt a new step, then confirm the citation shows. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. - We couldn't show any sources. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. For more setup and testing details, see [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&type=5&language=en_US) and [Troubleshooting Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US). <!-- document id=7669f48f8a4a8cdd9f6a3240dbdd52ee6bb4378e32cf80ca43c67b254618a628 url=/admin/current/en-us/service/264-0-0/sp_test_gp.md --> # Test Guidance Plans To test the accuracy of your Service Assistant setup for guidance plans, draft them on a case record and review the service plan summary, plan steps, and knowledge configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_test_gp__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_test_gp__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> This article doesn't apply to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Messaging and Voice</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84699e89">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e89 ">To test Service Assistant: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e89 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p>Data Cloud Architect permission set*</p> <p style="margin-bottom:0;">*Required if you use knowledge grounding. Make sure the permission set has access to your default data space. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Default Data Space Access</a>.</p> </td> </tr> </tbody> </table> - [How to Test Guidance Plans](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) - [Draft and Evaluate the Case Summary and Service Plan Summary](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) - [Troubleshoot Summary Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) - [Draft a Service Plan and Troubleshoot Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) - [Review a Service Plan](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) - [Troubleshoot Drafted Service Plans and Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5) ## How to Test Guidance Plans A guidance plan is a static, checklist-style plan for cases that you draft and redraft manually on the case record page. To test guidance plans, draft them on case records. Service Assistant provides service plans through a Lightning web component, so they can’t be tested in the Agentforce Builder or Agentforce Testing Center. ## Draft and Evaluate the Case Summary and Service Plan Summary To start the testing process, open an existing case or create a new one. Make sure that the case meets your eligibility criteria. When you open or create a case, Service Assistant drafts a service plan summary that includes a summary of the case and a general overview of the resolution steps, known as summary steps. Here is an example. ![List display](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_summary.png) Every case summary begins with **Service Plan Available:** followed by the subagent name. The level of detail of both the case summary and summary steps varies and is based on the amount of information in the case, what fields and objects you have set in your Service AI Grounding configuration, and the amount of information in subagents, instructions, and knowledge articles. Generally, when you have a more detailed service plan summary (as shown above), you can expect the drafted service plan to be fairly detailed. Specifically, the Subject and Description fields are critical because Service Assistant uses them to categorize the case and match it to a subagent. Although Service Assistant grounds on additional fields and objects set in your Service AI Grounding configuration, the Subject and Description need clear, specific information to generate an accurate plan. Generally, the more detailed the fields are, the better the match. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84699e223">Example Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84699e226">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Example Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e223 ">The customer is traveling to Kenya and needs help understanding what travel documents are required besides a passport. She’s unsure whether she needs a visa, where to apply for one, and the vaccination requirements.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e226 "> <p dir="ltr">This description works because there’s enough detail for Service Assistant to match relevant subagents and knowledge articles to the case. </p> <ul> <li>It contains specific information (Kenya)</li> <li>It has clear context (travel document requirements)</li> <li>It states specific concerns (visa, vaccinations, accommodations, financial requirements)</li> </ul> </td> </tr> <tr class=""> <td data-label="Example Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e223 ">Customer needs help with travel documents.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d84699e226 "> <p>Although this description would work to draft a plan summary, the summary would be generic. </p> <p style="margin-bottom:0;">There isn’t sufficient context for Service Assistant to generate a focused plan. Although the keywords “travel documents” are used, it doesn’t specify the country where you have a specific subagent or knowledge article. If the specific information is found in your other Service AI Grounding fields or objects, then Service Assistant can reference the more specific subagent and knowledge article. </p> </td> </tr> </tbody> </table> ## Troubleshoot Summary Error Messages If the plan summary generation doesn’t start or you see the listed error messages, take these troubleshooting steps. Error Messages - We couldn’t draft a service plan summary. We’ll keep trying, but if the issue continues, contact your Salesforce admin. - There’s not enough information to draft a service plan summary. Add more details, then check back here. - We couldn’t draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item. Troubleshooting Steps - Make sure you have the right permissions. Admins require the Service Planner Builder and Agentforce Default Admin permission sets. If you use knowledge grounding, make sure you have the Data Cloud Architect permission set with access to the default data space. Service reps require the Service Planner User permission set and Access Agentforce Default Agent permission set. - Make sure the ServicePlanner User has these permission sets assigned: Service Planner Agent User, Agentforce\_Service\_Assistant Permissions, and Data 360 User. - The case has a clear, descriptive subject that relates to your subagent. - The case has sufficient detail in the description about the issue or request. We recommend 1–2 sentences. - Review your Service AI grounding configuration. Make sure that all the fields and related case objects you want to ground on are selected. Then review the data of these fields in the case. Make sure there is clear and non-conflicting information in your grounding fields or case feed, comments, and emails. Conflicting information can result in less detailed or unclear case summaries and summary steps. - Make sure your knowledge articles contain accurate, comprehensive, and well-structured information. Service Assistant includes knowledge information in the summary steps. - If you see the error message “We couldn’t draft a service plan because no relevant subagents exist. Ask your Salesforce admin to create one, or add more context to the item,” this means that Service Assistant can’t find a subagent that matches the case details. The previous two troubleshooting steps apply. In addition, review your subagents and instructions. Make sure they follow the guidelines in [Grounding Service Assistant with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US) and [Topic Best Practices](https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&language=en_US&type=5). - Make sure that relevant subagents and instructions are created for the case. - Make sure each subagent has a distinct title like “Return Request” or “Refund Request.” - Don’t create generic, catch-all subagents like “Case resolution assistance.” Subagents describe your company’s specific policies and standards for resolving a particular case type. A subagent titled “Case resolution assistance” is too broad and prevents Service Assistant from matching cases to the right subagent. Instead, create distinct subagents that each address one specific case category, such as “Product Defect Report,” “Billing Dispute,” or “Account Access Issue.” - Break down case types into subagent categories. For example, use a broad subagent like “Return Request” for general information on how to process returns. This is best for when the case doesn’t mention an explicit item. For return processes that vary in scope and processes, create individual return request subagents like “Shoe Return Request.” These are simple examples, but the idea is to make sure that you have enough information in your subagents and instructions that try to address the varying levels of information a specific case can have. - Don’t include several pieces of information in one instruction as the following example shows. Each instruction needs to outline a singular task or process that’s required for resolving the issue. After you update your data or sources, clone the case to draft a new service plan summary. You can’t redraft a service plan summary. ## Draft a Service Plan and Troubleshoot Error Messages After you have a successful plan summary, click **Draft Plan** to start the drafting process. ![Draft](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_draft.png) **Error Messages** - If you see the error message “To create a service plan, save your changes and try again,” make any edit to the case Subject or Description, such as adding an extra period. Then save your changes. Service Assistant automatically starts to draft a service plan. - If you see the error message “Looks like the issue is resolved, so there’s no need for a service plan” and the Draft Plan button is disabled, it means the case contains information in the Subject, Description, case comments, case feed, or case emails that indicates the case or issue is resolved. Remove that information, and then refresh the page. The Draft Plan button shows. ![Draft](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_issue_resolved.png) ## Review a Service Plan After your service plan is drafted, evaluate it for accuracy and relevance. Service plans are separated into several sections to guide case resolution: Gather Information, Work the Issue, Resolve the Issue, and Wrap Up. “Gather Information” is always included, but the appearance of the other sections depends entirely on the amount and clarity of your grounding sources. The more detailed your grounding data, the more comprehensive the plan. ![Review](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_review_plan.png) **Subagent-Based Steps** - Steps created from subagent instructions are formed directly from the guidance you provide in each instruction. From the sample service plan, a subagent-based step is “Conduct identity verification to ensure the user’s eligibility for document processing.” - If a step relies only on a subagent (without knowledge grounding), it doesn’t include any citation links. - The subagent that matched to your case is used to generate the plan. The subagent name is listed at the top of the service plan (Travel Documentation). **Knowledge-Based Steps** Service plans are grounded in your knowledge articles when you set up a data library using the knowledge data type and have Show Sources enabled. See [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&type=5&language=en_US). Display and Navigation - Each step created from a knowledge article is cited with a number at the end of the step in the form of \[1\]. The citation contains a hyperlink to the corresponding entry in the Sources section at the bottom of the component that lists the name of the knowledge article. To show citations, enable Show Sources in your data library setup. - The list of sources shows the name of the knowledge article used to create the plan steps. - Each entry in the Sources section contains a link to the article used to create the step. In the example, the source listed links to the article that created the steps: Handling Returns. - When a knowledge article is used to create multiple steps, the article is cited in all steps with the same citation number and that number corresponds to the entry in the Sources section. For example, every \[1\] in the drafted service plan above corresponds to the first article (Travel Documentation) in the Sources section. - A step can be created from both a subagent and a knowledge article. - A step can be created from multiple knowledge articles. This is indicated when you see two or more citations at the end of a step, like \[1\]\[2\]. Considerations - If a knowledge article cited in a service plan is deleted after the plan is drafted, the citation number is removed from the plan step, and the article is removed from the Sources section. The knowledge content included in the steps remains in the plan. However, if a service rep redrafts the plan, the steps originally created from the deleted article are removed. - If a knowledge article cited in a service plan is archived after the plan is drafted, the citation remains in the plan step and the article remains listed in the Sources section. However, if a service rep redrafts the plan, the citation is removed from the step and the Sources list. The steps originally created from the archived article are also removed. **Non-Grounded Steps** Service Assistant can propose its own steps that aren’t based on your grounding sources. Such steps are indicated with an (\*). Proposed steps show when there isn’t enough information in your subagents, instructions, or knowledge articles. This example shows that the first step is created from a knowledge article, as indicated by the citation of \[1\], but the agent adds its own information when creating the step. ![Suggested step](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_suggested_steps.png) **Redraft a Plan** Guidance plans are static and don’t update on their own. Updates to your subagents, instructions, or Service AI Grounding configurations are considered new information for the case, which triggers the Redraft Plan button to show. To test your updates, click **Redraft Plan** and review the regenerated steps. ## Troubleshoot Drafted Service Plans and Knowledge If you find that the information in your service plans is incorrect or lacking detail, review these troubleshooting steps. These general troubleshooting steps only apply to evaluation of the amount and quality of information presented in the plan. If you are looking to resolve an error message, review the guidance in the previous section and in [Troubleshoot Service Assistant Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&type=5&language=en_US). **General Troubleshooting** - Confirm that there is relevant and enough information in the Subject and Description fields. One or two sentences for the Description works well. The information should have keywords that match your subagent and related instructions. - Confirm you have all relevant fields set for grounding in your Service AI Grounding configuration. - Confirm that there is relevant and enough data in all other Case fields you use for grounding that are set in your Service AI Grounding configuration. - Deactivate your agent and update your subagents and instructions or your Case grounding configurations in Service AI Grounding Setup. - Rewrite your subagents using different conditional logic, best practices, and guidelines listed in [Grounding with Topics](https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&language=en_US&type=5). - If you use the auto-generated subagent and instructions in the Agentforce Builder subagent guided setup, complete a thorough review to make sure it aligns with company policies and standards. - Perform a sanity check of your updates using the Conversation Preview Panel in the Agentforce Builder. Enter statements that are relevant to the Case type and confirm that Agentforce selects the right subagent. - When your modifications and sanity check are complete, activate the agent, refresh the Case record page, and draft a new service plan by clicking the Redraft Plan button. Updates to your subagents, instructions, or Service AI Grounding configurations are considered new information for the Case. This triggers the Redraft Plan button to show. **Knowledge Troubleshooting** If knowledge articles aren’t cited, the cited articles aren’t relevant, or you see the general error messages, try these general troubleshooting steps. General Error Messages - Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration. - I couldn’t find any sources to cite. Ask your Salesforce admin to check the data library configuration. - We couldn’t show any sources. Ask your Salesforce admin for help. Check User Permissions and Data Access - Confirm your agent is active. - Confirm all users have the correct knowledge grounding permissions. See [Best Practices for Grounding Service Assistant in Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US) . Pay close attention to the ServicePlanner User’s permissions. Check that it has the Data 360 User permission set and that the user has access to any custom record types and to the data categories assigned to your knowledge articles. - Confirm that you (the admin), service reps, and the ServicePlanner User have access to the default data space on their permission sets. Generally, only the Service Assistant Admin needs access to the default data space that’s enabled on the Data Cloud Architect permission set. However, providing service reps access to the default data space is recommended when your knowledge articles aren’t included in your drafted plans. You can grant default data space access through either the knowledge custom permission sets or the standard Service Assistant permission sets. See [Default Data Space Access](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5). Review Your Knowledge Grounding Setup - Make sure your articles are public and published. Knowledge articles that are publicly available have IsVisibleInPkb set to True. - Make sure you have Show Sources enabled in your data library configuration. - Make sure your data library has your latest knowledge base information by rebuilding the search index. Although your data library search index refreshes every day, manually rebuild it to sync your data library with your latest knowledge base updates. We recommend rebuilding your search index when you add, modify, or remove knowledge articles. See [Rebuild a Search Index Configuration](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_rebuild_search_index.htm&type=5&language=en_US). - Double-check your data category settings and access. Make sure that your data categories are visible and that any data categories set for your knowledge articles match the data category filtering set in the Knowledge tab of your data library. - Review your articles to make sure that the structure and format match the identifying and content fields you’ve set in your data library. Identifying fields are used to search your knowledge base to find relevant articles that match the case details. Content fields are used to extract key information from the knowledge articles to create plan steps. - For identifying fields, select fields that provide a concise summary of the article, like Title, Summary, and Question. - For content fields, select the fields that have the most content, like Answer and Detail. - Make sure to apply any custom knowledge fields into your Identifying and Content field configuration. - Review or add a knowledge article Summary to briefly describe the article and its scope. Having a summary improves search results. Include phrases that are commonly found in the case details to describe the issue or request. - Make sure the content of your articles contains keywords and information related to information found in the case. Case Content - Review the case subject, description, and fields set in your Service AI Grounding configuration to confirm there’s enough information in each field and that the information is relevant to the knowledge articles you expect to show. - Review the case comments and case feed if you’ve selected those as grounding sources. Make sure there is relevant information and the information doesn’t conflict with your knowledge articles you expect to show. Targeted Error Message Troubleshooting - I couldn’t find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. - I couldn’t find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. These error messages indicate a technical error with your data library retriever. Try these troubleshooting steps. If the issue persists, contact Salesforce Customer Support. - [Rebuild your search index](https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_rebuild_search_index.htm&type=5&language=en_US). The name of your search index is the same as your data library. Rebuilding can take time based on the size of your knowledge base. After the rebuild is complete, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan. - [Activate or deactivate your retriever](https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever_version_activate.htm&type=5&language=en_US). Confirm your knowledge data library retriever is activated. Alternatively, deactivate and reactivate your data library retriever. The name of your retriever is the same as your data library. Afterward, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan. <!-- document id=c21ea401e7f9042ef0e4ad230fe4ab64d9c08425ba7c548537d7b85c471dba24 url=/admin/current/en-us/service/264-0-0/bots_service_intent_predictions_bulk.md --> # Test Multiple Intent Predictions Evaluate how accurately your bot predicts intents by testing multiple utterances in bulk instead of one at a time. This method helps assess intent accuracy and identify gaps in intent configuration. Bulk testing helps identify misclassified utterances and assess overall model performance by using prediction metrics. Previously, testing utterances required manual, one-by-one validation. Bulk testing streamlines the process by analyzing large datasets and returning a consolidated prediction summary. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d94127e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94127e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94127e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Use bulk testing to: - Evaluate up to 1000 utterances in a single request - Compare expected and predicted intents - Review confidence scores for each prediction - Analyze overall performance by using summary metrics You can perform bulk testing in two ways: - Test Custom Utterances: Provide a dataset of utterances and expected intents to evaluate specific scenarios. - Test Using Existing Bot Data: Evaluate all utterances already configured in the bot to generate a complete performance summary. These two approaches correspond to different API endpoints. Before you begin, turn on Einstein Bots and Einstein for Intents, and build your model. Turn on the Batch Input Tester pilot permission, and turn on the cross-lingual intent model (Intent V3) on the Bot Overview page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Contact Salesforce Customer Support to turn on the Batch Input Tester pilot permission. If you turn off the cross-lingual intent model, Salesforce builds your model using Intent Standard V2 (for single languages) or Intent Multi-Language 2.5 (for multiple languages). ## How Bulk Testing Works Bulk testing evaluates utterances against your bot's intent model and returns: - You initiate an evaluation request with a set of utterances or a selected bot version. - The intent model processes each utterance and predicts the most relevant intent. - The system compares the predicted intent with the expected intent, when provided. - The system assigns a confidence score and rating to each prediction. - The system generates a prediction summary with overall performance metrics. - The system returns consolidated results for all evaluated utterances. ## Understand Prediction Results To understand how accurately the bot classifies utterances and to identify areas for improvement, review the prediction results. Per-Utterance Results. For each utterance, the system returns: - Predicted intent: The intent identified by the model - Prediction outcome: Indicates whether the predicted intent matches the expected intent (pass, fail, or unprocessed) - Confidence score: Indicates how likely the prediction is correct Summary Metrics. The system provides aggregated metrics to help assess overall performance: - Success rate: Percentage of utterances predicted correctly - Fail count: Number of utterances predicted incorrectly - Intent coverage rate: Percentage of intents correctly predicted for at least one utterance - Error count: Number of utterances that the bot couldn't process ## Considerations Keep these considerations in mind when you use bulk testing: - You can evaluate a maximum of 1000 utterances at a time. - Results depend on the quality of intent training data. - Review failed predictions to improve intent accuracy. - Errors for individual utterances don't stop the overall evaluation. For API details, see [Bot Utterance Intent Prediction Resources](https://developer.salesforce.com/docs/atlas.en-us.chatterapi.meta/chatterapi/connect_resources_bots_utterance_prediction_resources.htm) in the _Connect REST API Developer Guide_. <!-- document id=168e51c9861c20397b4b4bf7fd64a970a8d90adae6d36f2aa3fa06100643b9af url=/admin/current/en-us/service/264-0-0/voice_test_parent.md --> # Test Salesforce Voice As you roll Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) out to your users, run tests and try Salesforce Voice in a sandbox. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[Try Salesforce Voice in Your Sandbox](https://help.salesforce.com/s/articleView?id=service.voice_sandbox.htm&release=264.0.0&type=5)** You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data. - **[Sandbox Org Guidelines for Salesforce Voice and Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_sandbox_guidelines.htm&release=264.0.0&type=5)** Understand what happens when you create, refresh, clone, and delete sandbox orgs that have Salesforce Voice set up with Amazon Connect as their telephony provider. - **[Resolve Setup Issues with Self-Service Checks](https://help.salesforce.com/s/articleView?id=service.voice_health_check.htm&release=264.0.0&type=5)** To verify that users are correctly added to your contact center, run on-demand service checks. - **[Test Calls in your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_test_implementation.htm&release=264.0.0&type=5)** After you finish setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, verify that you can accept and make calls. - **[Troubleshoot Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips. - **[Troubleshoot Errors for Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_errors_reference.htm&release=264.0.0&type=5)** Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector. - **[Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5)** Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice. <!-- document id=b5f9618de2d60e1148037d550e91f0321c1e0429b558527889ca632e26065b56 url=/admin/current/en-us/service/264-0-0/sp_comps_build.md --> # Test Service Assistant To test the accuracy of your Service Assistant setup, create service plans on the record page. How you test depends on the plan type you use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d94588e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94588e60 ">To test Service Assistant: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94588e60 "> <p>Service Planner Builder permission set</p> <p>AND</p> <p>Agentforce Default Admin permission set</p> <p>AND</p> <p>Data Cloud Architect permission set*</p> <p style="margin-bottom:0;">*Required if you use knowledge grounding. Make sure the permission set has access to your default data space. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&language=en_US&type=5" target="_blank">Default Data Space Access</a>.</p> </td> </tr> </tbody> </table> Service plans can’t be tested in the Agentforce Builder or Agentforce Testing Center because Service Assistant provides service plans through a Lightning web component on the case or messaging session record page. To test the accuracy of your service plans, draft service plans on records. In the Agentforce Builder, you can only perform a general sanity check that your subagents and instructions are selected based on your input. We recommend that you test your top 2–3 Service Assistant use cases based on the subagents you’ve created. For example, “Payment Issue,” “Return Request,” and “Reservation Management.” The testing guidance walks you through how to validate that your summaries and service plans are consistent with your setup configurations for subagents, eligibility criteria, and the grounding sources for each channel. You validate the same three areas across all plan types, but how you test that the plans accurately incorporate the grounding sources and how agent actions surface depend on the channel and plan type. Because of these differences, the testing guidance is broken down by plan type, so follow the guidance for your plan type. - **Grounding sources:** Validate how the plans incorporates the record details grounding sources. For case guidance and dynamic plans, that's the fields and objects set in your Service AI Grounding configuration. For messaging sessions and voice calls, that's the conversation and call transcript Service Assistant grounds in. Service Assistant uses the record data to assign a subagent to the record and initiate service plan generation. - **Knowledge:** For all plan types and supported objects, validate that the plans build steps from your knowledge articles using the citations and the right articles are cited based on the record context. - **Agent actions:** For case and messaging dynamic plans, validate that Service Assistant surfaces the agent actions you've matched directly in the plan steps. For case guidance plans, agent actions aren't surfaced in the plan steps, so validate that reps can run them through agent chat. The guidance also covers troubleshooting for the most common error you can encounter. For additional error message troubleshooting, see [Troubleshoot Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&language=en_US&type=5). We include general testing and evaluation of knowledge grounding because it’s a commonly used feature. Review [Set Up Knowledge Grounding](https://help.salesforce.com/s/articleView?id=service.sp_ka_setup.htm&type=5&language=en_US) and [Troubleshooting Knowledge](https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US) for more setup and testing details. Testing guidance for all other grounding sources and features is available within the respective sections of [Extend Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_extend.htm&language=en_US&type=5). For testing guidance on Service Replies in Service Assistant for Messaging, see [Set Up Service Replies](https://help.salesforce.com/s/articleView?id=service.sp_sr_setup.htm&type=5&language=en_US). - **[Test Guidance Plans](https://help.salesforce.com/s/articleView?id=service.sp_test_gp.htm&release=264.0.0&type=5)** To test the accuracy of your Service Assistant setup for guidance plans, draft them on a case record and review the service plan summary, plan steps, and knowledge configuration. - **[Test Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5)** To test the accuracy of your Service Assistant setup for dynamic plans, start them on case or messaging records and review the service plan summary, plan steps, and knowledge configuration. <!-- document id=b2dc4f467b6368ec8b883fc33c001925876a0c0abe1be5c588553c1a1d9bafe8 url=/admin/current/en-us/service/264-0-0/test_the_proactive_service_flow.md --> # Test the Proactive Service Flow Validate the end-to-end configuration by simulating a customer trigger and confirming the agent response. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> Make sure that you’ve an active detection rule and turn on Agentforce Service agent. Testing makes sure that data signals from Data 360 reach the Service messaging environment. This validation confirms that the routing logic and record updates function correctly before you publish the outreach to customers. 1. From Data 360, select the **Calculated Insights** tab. 2. Select a test record and update the source data to reach the trigger threshold. 3. Log in to your Experience Cloud site as a test user. 4. Verify that the Proactive Service Campaign Handler component displays the chat invitation. 5. Select the **chat invitation** to initiate a session. 6. Interact with the Agentforce Service Agent and confirm it performs the resolution steps. 7. Open the **Service Campaign Member** record in Salesforce and verify the status update. <!-- document id=365562abcc122f656f2be3908ad6f9cf4da7ff389268c7a0e044433ac90aeeb1 url=/admin/current/en-us/service/264-0-0/messaging_test_apple.md --> # Test Your Apple Messages for Business Channel Test your Apple Messages for Business channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_test_apple__d1192e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_test_apple__d1192e1177" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158432e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e98 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e98 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e98 ">To end Messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e98 ">End Messaging Session</td> </tr> </tbody> </table> We highly recommend creating separate Apple Messages for Business accounts for sandbox and production. Using separate accounts makes your channel rollout easier, and gives you the freedom to experiment in your sandbox in the future. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d158432e141">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d158432e144">Instructions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e141 ">(Optional) Set up Messaging in your sandbox.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e144 "> <ol> <li>Complete the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a>.</li> <li>Create your Apple Messages for Business channel, using the account you designated for sandbox testing.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e141 ">Test your channel in sandbox or production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e144 "> <ol> <li>Log into Salesforce as a service rep.</li> <li>From the app launcher, open the app that contains Messaging. This is usually the Service Console.</li> <li>In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.</li> <li>From a personal Apple Messages account, send a message to the account associated with your channel.</li> <li>Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.</li> <li>Exchange messages in the channel. Experiment with sending images, files, and messaging components, and test the auto-responses that you’ve configured.</li> <li>When you’re done, click <strong class="uicontrol">End Chat</strong>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e141 ">(Optional) Migrate your changes from sandbox to production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d158432e144 ">See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a>.</td> </tr> </tbody> </table> <!-- document id=7ce942114430295e58a47b708984147823c5a074baf6e4b848bc7ae9a773b07a url=/admin/current/en-us/service/264-0-0/fs_set_up_bundling_test.md --> # Test Your Appointment Bundling Configuration After completing the configuration steps for appointment bundling, test it in Field Service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33469e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33469e72 ">To manage bundles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33469e72 ">Field Service Dispatcher</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33469e72 ">To update configuration:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33469e72 ">Customize Application</td> </tr> </tbody> </table> 1. Open Field Service. 2. From the appointment list, select one or two service appointments. 3. From the global actions list, select **Bundle**. ![Bundle action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_action.png) 4. In the Bundle Appointments window, select **Create bundle**, and then select a bundle policy. ![Bundle Appointments window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_window_create.png) 5. Save the bundle. 6. If you get error messages, resolve the configuration issues accordingly. 7. If you get a system error message about your remote site settings: 1. Copy the URL from the error message. 2. From Setup, in the Quick Find box, enter Security, and then select **Remote Site Settings**. 3. Click **New Remote Site**. 4. Enter a name, for example AppointmentBundling. 5. For Remote Site URL, enter the URL that you copied from the error message. 6. Save the remote site. When a bundle is created: - Appointment list—The new bundle service appointment appears in the appointment list. ![Bundle icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_icon.png) Indicates that the appointment is a bundle service appointment. When the bundle is scheduled, the icon also appears on the Gantt. ![Bundle member icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_member_icon.png) Indicates that the appointment is a bundle member service appointment. - Gantt—If all the service appointments in the bundle are scheduled, assigned to the same resource, and on the same day, the bundle is scheduled on the Gantt. If not, the bundle must be scheduled. - Bundle tab of the bundle service appointment’s details window—If an Appointment Bundle Sort Policy is defined, the service appointments are sorted according to the policy. If an Appointment Bundle Sort Policy isn’t defined, the service appointments are sorted according to their due date in ascending order. - Service Appointments tab—Shows the bundle information related to each bundle service appointment and bundle member service appointment. This information can’t be edited. ![Bundle Information on service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundle_sa_details.png) The Bundle Information fields can’t be selected to display in a list view. See [Appointment Bundling Limitations](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_limitations.htm&type=5&language=en_US). <!-- document id=e5ff9359177e6df7eb744a82da575c8ba632e8a94919a75334c497f879d01671 url=/admin/current/en-us/service/264-0-0/snapins_chat_test.md --> # Test Your Embedded Chat Window After adding Embedded Chat to your web pages or Experience Builder site, check the customer’s experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). To test the chat window from the agent’s perspective, log in to Salesforce as a Chat user with all the [Chat support agent permissions](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5 "Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers."). 1. Open the Service Console app and use the Omni-Channel utility bar (at the bottom of the console if installed). Go online as the agent assigned to the chat button. ![Omni-Channel Online utility bar for agent selection for agent to chat.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/embedded_chat_omni_utility_bar.png) 2. Test the chat from your customer’s perspective. In another window or tab, navigate to a web page where you’ve placed the code snippet. If the chat button is available, click it to start the chat. The chat button is available as long as: - The number of chats doesn’t exceed the button’s queue size. - At least one agent has available capacity and the required skills listed in the associated routing configuration. 3. Verify that your pre-chat form and chat window open and appear as expected after initiating a chat session on the customer side. 4. In the console, verify that you receive a chat request when the chat is initiated. If the chat window checks out, your customers can start using Embedded Chat to communicate with your agents. #### See Also - [Permissions for Chat Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agent_permissions.htm&release=264.0.0&type=5 "Enable a few specific permissions for Chat support agents so that they have access to the tools that they need to provide help to customers.") - [Add the Omni-Channel Utility](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US) <!-- document id=daa4fef0c5b32695855c51f4892aa46940132a8212476507cbc35990e3c2b1e9 url=/admin/current/en-us/service/264-0-0/livemessage_test_channels.md --> # Test Your Facebook Messenger Channel Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_test_channels__d925e616"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_test_channels__d925e616" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Facebook Messenger channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d140984e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">To end Messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">End Messaging Session</td> </tr> </tbody> </table> We recommend creating a separate Facebook page for testing purposes that you associate with a sandbox. This way, even after your channel is live in production, you can use your sandbox to test further changes. A Facebook page can technically be associated with messaging channels in more than one Salesforce org. However, we don’t recommend linking the same Facebook page to both your sandbox and production orgs. Doing so can lead to duplicate auto-responses and a confusing customer experience. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140984e144">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140984e147">Instructions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">(Optional) Set up Messaging in your sandbox.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 "> <ol> <li dir="ltr">Contact your account executive for the Digital Engagement add-on SKU.</li> <li>Complete the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">Test your channel in sandbox or production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 "> <ol> <li>Log into Salesforce as a service rep.</li> <li>From the app launcher, open the app that contains Messaging. This is usually the Service Console.</li> <li>In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.</li> <li>In another browser, log into a Facebook account that’s not associated with your channel.</li> <li>In Facebook Messenger, send a message to the Facebook page that is associated with your channel.</li> <li>Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.</li> <li>Exchange messages in the channel. Experiment with sending images, files, and quick text, and test the auto-responses that you’ve configured.</li> <li>When you’re done, click <strong class="uicontrol">End Chat</strong>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">(Optional) Switch from sandbox to production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 ">See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a>.</td> </tr> </tbody> </table> #### See Also - [Sandboxes: Staging Environments for Customizing and Testing](https://help.salesforce.com/s/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US) - [Change Sets](https://help.salesforce.com/s/articleView?id=platform.changesets.htm&type=5&language=en_US) <!-- document id=7c733c11fdee8517e8c9101431cdfa0e2ccffdbd26408cabb5b728c4a40b0279 url=/admin/current/en-us/service/264-0-0/pfs_health_check.md --> # Test Your Field Service Configuration with Health Check Use the Field Service Health Check to run a suite of automated tests on your Field Service settings and configuration data. When Health Check identifies a problem, you get on-the-spot recommendations to align your Field Service configuration with our best practices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110797e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110797e72 ">To run Field Service Health Check:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110797e72 ">Salesforce Field Service Admin Permissions</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To get the most useful results from Health Check, complete [setting up Field Service](https://help.salesforce.com/articleView?id=fs_set_up.htm&language=en_US). You can run two types of validations with the Field Service Health Check: general and horizon based. - A general validation checks your org for incorrect configurations, such as out-of-date permission sets or incomplete scheduling policies. - A horizon-based validation checks the service appointments, resources, and territory memberships for a given time frame and service territory. It makes sure that these records don't have any issues that could result in scheduling errors. For both types of validations, results are grouped as Passed, Failed: Warning, or Failed: Critical. A Failed: Critical result can cause immediate performance degradations or system malfunction. A Failed: Warning result can impact performance or indicate a configuration that goes against our best practices. 1. From the App Launcher, find and select **Optimization Center**. Then click **Health Check**. 2. Run Health Check on your Field Service configuration. 1. Under General Validations, click **Run Tests** to view the results of the Field Service Health Check run. ![General Validations Tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_health_check_general_validations.png) 2. Under Horizon Based Validations, enter information for the scheduling horizon that you want to check, and then click **Run Tests**. Horizon-Based Validations can take a while to finish running. ![Set up a Horizon Based validation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_health_check_horizon.png) - For Horizon Start and Horizon End, select the date range to validate. - For Service Territories, select at least one territory. You can also choose whether to validate service appointments that aren't assigned to a territory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Select only service territories that are using Enhanced Scheduling and Optimization or only service territories that aren’t using Enhanced Scheduling and Optimization. - Select a scheduling policy to validate your configuration against. - Optionally, select a filter. For example, validate only pinned appointments. You can filter validations using only boolean fields. 3. View your results. 1. To filter the results according to their status group, click the relevant group icon. 2. If you make changes to your configuration, click **Refresh Results**. 3. To get more information on failed tests, select **More Info** in the Actions dropdown menu. <!-- document id=51b9cd4448ab8a686bfee2bb77873090edc6995b48960c34177da21de754d56c url=/admin/current/en-us/service/264-0-0/service_presence_test_your_implementation.md --> # Test Your Omni-Channel Implementation Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d123929e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d123929e57 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d123929e57 ">Customize Application</td> </tr> </tbody> </table> To test your implementation, route a work item to yourself. 1. Log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only service rep who’s signed into Omni-Channel. 2. Open Omni-Channel and change your status so that you can receive incoming work items. 3. Navigate to the record that corresponds to the service channel you’ve set for your current presence status. For example, if you’re logged in with a status that’s called “Available for Cases,” navigate to a list of your open cases. 4. If you’re using Salesforce Classic, select the checkbox next to the record that you want to route to yourself. If you’re using Lightning Experience, open the record you want to route to yourself. 5. Click **Change Owner**. 6. Select Queue. 7. Enter the name of the queue that you associated with your routing configuration. 8. Click **Submit**. Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds. <!-- document id=1964153457b27f9a2754a542172ff19472b1b07eff29f758096f7264dc18a2da url=/admin/current/en-us/service/264-0-0/messaging_test_sms.md --> # Test Your SMS Channel Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_test_sms__d593e1964"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_test_sms__d593e1964" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d42007e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e98 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e98 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e98 ">To end Messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e98 ">End Messaging Session</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note An SMS channel can only be active in one org at a time. Make sure that the SMS channel is deactivated in your production org before you activate it in your sandbox org and vice versa. To create an SMS channel in either sandbox or production, you must file a case with Salesforce Customer Support. When you file the case, we recommend requesting separate numbers for sandbox and production. A number can only be associated with a single org at a time. Salesforce Support can also move a number from an SMS channel in sandbox to an SMS channel in production. However, using separate numbers makes your channel rollout easier and gives you more freedom to experiment in your sandbox org in the future. If you’re testing an SMS channel associated with a short code, you might decide to use the same short code number for both sandbox and production, and ask Salesforce to move it from sandbox to production when you're done testing. Talk with your account executive to understand the cost of short code numbers. SMS messages sent through a sandbox org are treated as normal messages and deducted from your total conversation allowance. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d42007e168">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d42007e171">Instructions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e168 ">(Optional) Set up Messaging in your sandbox.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e171 "> <ol> <li dir="ltr">Contact your account executive for the Digital Engagement or Agentforce Contact Center Digital add-on.</li> <li>Complete the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e168 ">Test your channel in sandbox or production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e171 "> <ol> <li>Log into Salesforce as a service rep.</li> <li>From the app launcher, open the app that contains Messaging. This is usually the Service Console.</li> <li>In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.</li> <li>From your phone, send a text message to the phone number that is associated with this channel.</li> <li>Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.</li> <li>Exchange messages in the channel. Experiment with sending text and images, and test the auto-responses that you’ve configured.</li> <li>When you’re done, click <strong class="uicontrol">End Chat</strong>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e168 ">(Optional) Switch from sandbox to production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d42007e171 ">See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a>.</td> </tr> </tbody> </table> #### See Also - [Sandboxes: Staging Environments for Customizing and Testing](https://help.salesforce.com/s/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US) - [Change Sets](https://help.salesforce.com/s/articleView?id=platform.changesets.htm&type=5&language=en_US) <!-- document id=90016422d7df7e8e1d2467364c3ec7867c307884f83a31346f6cb26dad208bf1 url=/admin/current/en-us/service/264-0-0/messaging_sandbox_setup.md --> # Test Your WhatsApp Messaging Channel Test your enhanced WhatsApp channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sandbox_setup__d227e559"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sandbox_setup__d227e559" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d94846e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e98 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e98 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e98 ">To end Messaging sessions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e98 ">End Messaging Session</td> </tr> </tbody> </table> We highly recommend designating separate numbers for sandbox and production. Using separate numbers makes your channel rollout easier and gives you more freedom to experiment in your sandbox in the future. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:75%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94846e141">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d94846e144">Instructions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e141 ">(Optional) Set up Messaging in your sandbox.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e144 "> <ol> <li>Complete the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a>.</li> <li>Create your WhatsApp channel. When you create it, enter the number you designated for sandbox testing.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e141 ">Test your channel in sandbox or production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e144 "> <ol> <li>Log into Salesforce as a service rep.</li> <li>From the app launcher, open the app that contains Messaging. This is usually the Service Console.</li> <li>In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.</li> <li>From a separate WhatsApp account, send a message to the number associated with your channel.</li> <li>Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.</li> <li>Exchange messages in the channel. Experiment with sending images, files, and messaging components and test the auto-responses that you’ve configured.</li> <li>When you’re done, click <strong class="uicontrol">End Chat</strong>.</li> </ol> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e141 ">(Optional) Switch from sandbox to production.</td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d94846e144 ">To move an enhanced WhatsApp channel between orgs, see <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a>.</td> </tr> </tbody> </table> #### See Also - [Sandboxes: Staging Environments for Customizing and Testing](https://help.salesforce.com/s/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US) <!-- document id=eb8e46cbade183deaab5402914f6ea44252d7088ea54fc1f66d0ee9eb4539fb9 url=/admin/current/en-us/service/264-0-0/safety_cloud_wellness_questionnaire_intro.md --> # The Wellness Questionnaire and Health Verification Safety Cloud comes with a preconfigured survey called the Wellness Questionnaire. You can use the Wellness Questionnaire as part of your organization's Health Verification strategy to screen event registrants for cold or flu-like symptoms associated with COVID-19. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The Wellness Questionnaire consists of a series of health screening questions that respondents must answer before being admitted into an event. The Wellness Questionnaire is templated and modifiable to support any additional public health screening questions in accordance with the event’s location and governing bodies. When the respondent completes and submits the questionnaire, they’re redirected to a confirmation page and a thank you page. After a respondent submits the Wellness Questionnaire, Safety Cloud automatically creates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to fields on the record. An agent reviews the Wellness Questionnaire responses on the respondent’s Health Verification record and determines whether to grant access to the event. Agents can assign these access levels to the respondent’s record. - Granted - Refused - **[Set Up a Wellness Questionnaire for Health Verifications](https://help.salesforce.com/s/articleView?id=service.safety_cloud_setup_wellnes_questionnaire_hv.htm&release=264.0.0&type=5)** You can access and set up a Wellness Questionnaire for Health Verifications. - **[Customize the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_customize_wellnes_questionnaire_hv.htm&release=264.0.0&type=5)** You can customize the Wellness Questionnaire by including the name of the event and the first and last name of the individual who is filling it out. - **[Configure Data Mappings for the Wellness Questionnaire](https://help.salesforce.com/s/articleView?id=service.safety_cloud_create_wellness_q_datamappings.htm&release=264.0.0&type=5)** The Wellness Questionnaire comes preconfigured with default data mappings that map Wellness Questionnaire survey responses to fields on the Health Verification record. When a respondent submits the Wellness Questionnaire, Safety Cloud generates a Health Verification record and, using the questionnaire’s data mappings, maps the survey responses to the matching fields on the record. #### See Also - [Considerations for the Safety Cloud Packages](https://help.salesforce.com/s/articleView?id=service.safety_cloud_considerations.htm&release=264.0.0&type=5 "Safety Cloud includes a package for Safety Cloud and a package for Safety Cloud Templates. Before you install the packages, review the considerations and prerequisites.") - [Salesforce Surveys and Feedback Management](https://help.salesforce.com/s/articleView?id=xcloud.concept_salesforce_surveys.htm&type=5&language=en_US) - [Compare Licenses and Supported Survey Capabilities](https://help.salesforce.com/s/articleView?id=xcloud.concept_add_on_license.htm&type=5&language=en_US) <!-- document id=cc4c7c9df9d861b0e9f977402b332c0f2769d7d6f947bf73e78484943ee5e040 url=/admin/current/en-us/service/264-0-0/cases_intro_considerations.md --> # Things to Know About Cases Review these guidelines and other supplemental information when you use cases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5)** A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases. - **[Cases Home](https://help.salesforce.com/s/articleView?id=service.cases_home.htm&release=264.0.0&type=5)** From the Cases home page, you can create, locate, and edit cases. - **[Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5)** Case records contain information about the case progress and its associated records. - **[Case History](https://help.salesforce.com/s/articleView?id=service.case_history.htm&release=264.0.0&type=5)** The Case History related list on a case detail page tracks the changes to the case. Any time a user modifies any of the standard or custom fields whose history is set to be tracked on the case, a new entry is added to the Case History related list. All entries include the date, time, nature of the change, and who made the change. Modifications to the related lists on the case are not tracked in the case history. - **[Case Hierarchies](https://help.salesforce.com/s/articleView?id=service.cases_parent.htm&release=264.0.0&type=5)** When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. - **[Related Cases](https://help.salesforce.com/s/articleView?id=service.cases_related.htm&release=264.0.0&type=5)** When a case is associated with a parent case, it signifies a relationship between cases. The relationship can be a grouping of similar cases for easy tracking, or a division of one case into multiple cases for various users to resolve. <!-- document id=27c399a3594c68a096d8204c7f3d82a735f9d5fe10783ec6ddb5c91556e987c0 url=/admin/current/en-us/service/264-0-0/macros_considerations_parent.md --> # Things to Know About Macros Review the considerations and limits that could impact you and your users when working with macros. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Macros Considerations in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.macros_considerations_lex.htm&release=264.0.0&type=5)** Learn how macros can impact you and your users in Lightning Experience. - **[Publishers and Actions Supported in Salesforce Classic Macros](https://help.salesforce.com/s/articleView?id=service.macros_supported_actions.htm&release=264.0.0&type=5)** The following publishers and actions are supported on macros in the Salesforce Console for Service. <!-- document id=532d5798ea6ca15979cb712a6ccb203863c2602af58c017f7f12eecc4a70b9ac url=/admin/current/en-us/service/264-0-0/knowledge_uk_prep_third.md --> # Third-Party Knowledge Preparation Before you set up Unified Knowledge, prepare your third-party knowledge bases. Some preparation steps can require access or configuration of your third-party knowledge systems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Content Preparation - Determine the support content to import into Salesforce, and review it for accuracy, conciseness, and uniqueness. Make sure the content is useful for support rep troubleshooting, up to date, and not a duplicate of content in Salesforce or Lightning Knowledge. - Optionally, map the taxonomy in your third-party system to data categories in Salesforce. Verify whether your third-party content has source labels associated with it to ensure the knowledge synced in Salesforce will have data categories associated with it. - Check that your external articles are smaller than 131,000 characters, which is about 30 to 40 pages of text. Content that exceeds the character limit is shortened when imported. To increase this limit, contact your Salesforce account executive and ask about enrolling in the pilot program for Knowledge large content storage. ## Login Credentials - Gather and test the login credentials needed to access your third-party knowledge. What you need varies by system. For example, you might need a username, token, and URL for Confluence, or a client ID, client secret, and refresh token for Google Drive. - Work with your external system's admin to ensure you have the right access and credentials. ## Dedicated Directory - If possible, copy or move all third-party articles you want to import and sync in Salesforce to one directory. Having one directory makes it easier to point to one location when connecting new sources of third-party knowledge to Salesforce. Importing and managing your files from one directory ensures cleaner data and potentially reduces the need for multiple connectors to third-party knowledge systems. - If necessary, create a nested structure for your third-party articles so you can import and sync them all into Salesforce at or below that specific level. ## Data Category Mapping Optionally, map data categories to your third-party knowledge to help you filter search results, report on article effectiveness by data category, and control sharing and record visibility. Add labels to your third-party source articles that you can then map to Salesforce data categories. See [Set Up Unified Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_setup.htm&type=5&language=en_US). #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.") - [Zoomin Connector Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_zoomin.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, review Zoomin documentation to understand what you need to do for each connector you plan to use.") - [Lightning Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_knowledge.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, prepare your Salesforce Knowledge base.") <!-- document id=c3775291409d6e844d317683ed18731f2e8172bdab5eba709ce6e5790852657b url=/admin/current/en-us/service/264-0-0/customizesupport_email_thread_automated.md --> # Threading Automated Case Emails When Lightning threading is enabled, the case feed shows case emails sent by service reps or AI agents, and incoming responses to those emails. You can also configure Email-to-Case so the case feed includes certain automated case emails, such as emails sent by auto-response rules or Apex. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> | Type of Automated Email | Added to Case Feed? | Responses Added to Case Feed? | | --- | --- | --- | | Case email alerts sent by a flow | No | Yes, in newer orgs. See below for details. | | Emails sent by case auto-response rules | Yes | Yes, with some configuration. See below for steps. | | Email notifications sent to the case contact or owner when a case is created, updated, closed, commented on, or changed | No | No | ## Case Email Alerts In orgs created in Winter ’23 and later, email alerts contain the information needed for header-based threading. When Lightning threading is in use, Email-to-Case automatically adds all replies to email alerts to the case feed. In pre-Winter ’23 orgs, if a case email alert was sent before email header-based threading was enabled, incoming responses to the alert can’t be added. ## Case Auto-Response Emails When a case auto-response rule sends an email, the email is saved as an EmailMessage record and appears in the case feed. When Lightning threading is in use, take these steps to allow responses to auto-response emails to be associated with the related case. - In the Email Address field of your case auto-response rule, enter an organization-wide email address. - Ensure that Email-to-Case processes incoming replies to auto-responses sent from the organization-wide email address. You can do so in two ways: - (Recommended) In your email server settings, create a forwarding rule that forwards incoming emails sent to this organization-wide address, to an Email-to-Case email services address. You should already have a rule that forwards incoming emails sent to your Email-to-Case routing address, to your Email-to-Case email services address. - In the Reply-to Address field in the auto-response rule, enter your Email-to-Case routing address. However, if your customer’s email client allows them to reply to the From address instead of the Reply-to address, this approach doesn’t work. #### See Also - [Update to Lightning Threading for Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email_thread_update.htm&release=264.0.0&type=5 "Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods.") - [Email-to-Case Threading](https://help.salesforce.com/s/articleView?id=service.support_email_to_case_threading.htm&release=264.0.0&type=5 "Email threading ensures that outgoing emails and incoming responses related to a customer inquiry are associated with the same case in Salesforce. Threaded emails appear in the case feed so service reps and supervisors can quickly grasp an inquiry’s history and status.") <!-- document id=1a8462cebbdce1198e2c7ddef91ca2b993a4d85371196dc8ef27e7102f0aa508 url=/admin/current/en-us/service/264-0-0/fs_timesheets_fields.md --> # Time Sheet Fields Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Time Sheet Time sheets relate service resources with their time and attendance. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115405e75">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115405e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Created By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">(Read Only) User who created the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Created Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">(Read Only) Date the time sheet was created.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Last Modified By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">(Read Only) User who last modified the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Last Modified Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">(Read Only) Date the time sheet was last modified.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">Time sheet name.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">Time sheet owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Service Resource</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">Service resource associated with the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 "> <p>The status of the time sheet. The picklist includes the following values, which can be customized:</p> <ul> <li>None</li> <li>New</li> <li>Submitted</li> <li>Approved</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Time Sheet End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">The last day the time sheet covers.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Time Sheet Entry Count</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">(Read Only) The number of related time sheet entries.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e75 ">Time Sheet Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e78 ">The first day the time sheet covers.</td> </tr> </tbody> </table> ## Time Sheet Entry Time sheet entries track the continual time a resource performs a specific function. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115405e218">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d115405e221">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Created By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) User who created the time sheet entry.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Created Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) Date the time sheet entry was created.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">A text box for notes on how the time was spent. For example, “This service took longer than normal because the machine was jammed.”</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Duration (in Minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) Minutes recorded on the time sheet entry.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">End Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">The date and time the activity finished.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Last Modified By</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) User who last modified the time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Last Modified Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) Date the time sheet was last modified.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Location Time Zone</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">Time zone of the location where the activity occurred.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">Time sheet entry name.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Start Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">The date and time the activity began.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 "> <p>The status of the time sheet entry. The picklist includes the following values, which can be customized:</p> <ul> <li>None</li> <li>New</li> <li>Submitted</li> <li>Approved</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">Activity performed; for example, repair, lunch, or travel.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Time Sheet</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">(Read Only) Related time sheet.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 "> <p>The type of work performed. The picklist includes the following values, which can be customized:</p> <ul> <li>None</li> <li>Direct</li> <li>Indirect</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">The work order related to the time sheet entry. Work orders are searchable by their content.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e218 ">Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d115405e221 ">The work order line item related to the time sheet entry. Work order line items are searchable by their content.</td> </tr> </tbody> </table> #### See Also - [Create Time Sheet Templates](https://help.salesforce.com/s/articleView?id=service.fs_create_timesheets.htm&release=264.0.0&type=5 "You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician.") <!-- document id=c24477bfd4c2e8c59f7bc0f263b0832cee1e1d9aeed549259f6340f832103fcb url=/admin/current/en-us/service/264-0-0/shift_scheduling_about_time_sheets.md --> # Time Sheets and Time-Off Requests Gain oversight into support reps’ time sheets and time-off requests. Approve or deny submissions from an individual support rep’s service resource profile or from the Time Sheets or Resource Absences tabs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Preparing for Time Sheets and Resource Absences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_time_sheets_and_absences_1.htm&release=264.0.0&type=5)** Before your support reps use time sheets or specify resource absences, set up these features. - **[Approve Time Sheets and Time-Off Requests](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_approve_time_sheets_and_absences.htm&release=264.0.0&type=5)** As a team lead, it’s important to stay on top of everyone’s schedules. Approve time sheets and time-off requests by support rep or by object type. - **[Submit Your Time Sheet](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_time_sheet.htm&release=264.0.0&type=5)** Account for hours worked with time sheets. Submit a time sheet to your team lead for approval after you complete a set period of work. - **[Submit Time Off with Resource Absences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_request_time_off.htm&release=264.0.0&type=5)** Need to take a vacation or call in sick? Submit your time off with a resource absence. <!-- document id=560e6aa60162fb3fd52a01d6364bf485f50cf87b54470d4f49155841b6cd5e4a url=/admin/current/en-us/service/264-0-0/pfs_time_zones.md --> # Time Zones and Appointment Booking In large field service operations, the service appointment’s call center rep, assigned resource, and customer could all be in different time zones. Field Service’s appointment booking process shows each user’s appointment details in their own time zone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ If your operation spans multiple time zones, follow these guidelines when creating records. - For work orders, complete the Service Territory field. A service appointment inherits its parent record’s service territory when the parent is a work order or work order line item, but you can set a unique service territory on an appointment. - Ensure that each service territory is aligned with one time zone only and doesn’t span multiple time zones. Every service territory must be associated with one Operating Hours record that specifies one time zone. For example, if your operations cover Kentucky, United States, you must have at least two service territories: one for the Eastern time zone and another for the Central time zone. Use Map Polygons to define the geographical boundaries of these territories to ensure that service appointments created with specific geolocations are linked to the correct service territory. By implementing this architecture, you can guarantee that your service and communication with customers are conducted according to their local time zones. - Create operating hours in Guided Setup that represent the arrival windows offered in the Book Appointment action. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Select **Go to Guided Setup** | **Customize Appointment Booking**. 3. Update the operating hours, and save your changes. You can also update the operating hours from **Field Service Settings** | **Global Actions** | **Appointment Booking**. When the Book Appointment action is used, Field Service doesn’t consider the time zone defined on the arrival windows operating hours record. Instead, it uses the time zone of the service appointment’s service territory’s operating hours. This way, when a customer selects a time slot, the appointment is scheduled according to the customer’s time zone. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example - A call center rep’s time zone is Eastern Standard Time (EST). - A service resource’s time zone is Mountain Time (MT) on both the user record and the primary service territory. A customer in Nevada, which is in the Pacific Standard (PST) time zone, calls the company for an appointment, and the call center rep creates a work order. The work order is identified as being within the customer's service territory (PST) because the Map Polygon record associates the job's geographical location with the PST territory. On the Book Appointment page, the customer selects an arrival window of 1:00 PM–3:00 PM. The arrival window is in the customer’s time zone (PT) because it uses the work order’s service territory’s time zone. After the appointment is scheduled, each person involved can view its details in their time zone. - When the customer (PT) receives an email confirmation, the arrival window is shown as 1:00 PM–3:00 PM. - When the call center rep (ET) views the service appointment, the arrival window is shown as 4:00 PM–6:00 PM. The call center rep’s arrival window differs from the customer’s because the date and time fields are automatically converted to the viewer's time zone. To ensure call center reps communicate with customers in the customer's local time, consider creating formula text fields that show the service appointment times in the customer's time zone, referencing the Operating Hours associated with the service appointment's territory. - When the assigned resource (MT) checks the schedule in the Field Service mobile app, the arrival window is shown as 2:00 PM–4:00 PM. The service resource’s arrival window is in the MT local time because the date and time fields are converted to the user's time zone. To ensure technicians communicate with customers in the customer’s local time, consider creating formula text fields that show service appointment times in the customer's time zone, referencing the time zone from the Operating Hours associated with the service appointment's territory. For more information on scheduling across time zones in Field Service and example configurations, see [this](https://sfsofficehours.hubs.vidyard.com/watch/fEsEkeT2pL19JoPTUEry1x) webinar. #### See Also - [Create and Manage Map Polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons.htm&type=5&language=en_US) <!-- document id=5c08436ab82116748ec0ebad3d717d5aebb753e1284c57836f8f5cc5790246c1 url=/admin/current/en-us/service/264-0-0/workforce_engagement_time_off_requests.md --> # Time-Off Requests Gain oversight into support reps' time-off requests. Approve or deny submissions from an individual support rep's service resource profile or Resource Absences tabs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> - Preparing for Resource Absences: Before your support reps use time sheets or specify resource absences, set up these features. - Approve Time-Off Requests As a team lead, it's important to stay on top of everyone's schedules. Approve time sheets and time-off requests by support rep or by object type. - Submit Time Off with Resource Absences Need to take a vacation or call in sick? Submit your time off with a resource absence. - **[Preparing for Resource Absences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_prepare_resource_absences.htm&release=264.0.0&type=5)** Before you specify resource absences, set up these features. - **[Approve Time-Off Requests](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_approve_time_off.htm&release=264.0.0&type=5)** As a team lead, it's important to stay on top of everyone's schedules. Approve time-off requests by support rep or by object type. - **[Submit Time Off with Resource Absences](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_submit_time_off.htm&release=264.0.0&type=5)** Need to take a vacation or call in sick? Submit your time off with a resource absence. <!-- document id=8f3047826d02daaa7f438d41759773d7f1ff41e372df044120c5e4d66d0fddf1 url=/admin/current/en-us/service/264-0-0/macros_tips_for_bulk_macros.md --> # Tips for Creating Bulk Macros The key to successfully using bulk macros is to select the right records to run the macro on. Support reps can filter the list views to identify which records to select. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When you create a bulk macro, it’s a good practice to add an instruction that changes a field value on the record. Support reps can filter records in the list view based on the field value. Updating a field value lets support reps distinguish the records on which the macro has been run from the cases on which the macro hasn’t been run. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example **Example:** Suppose many customers open cases about the same issue in a short time. The support rep runs a bulk macro that sends an email to these customers to tell them that the company knows about the issue and is fixing it. But what happens two days later, when the support rep wants to run the bulk macro a second time on new cases about the same issue? In this situation, the support rep needs a way to differentiate old cases from new cases. It’s helpful to add instructions to the macro that change a field value, because support reps often use filters to determine which cases to apply the macro to. This way, when the macro runs, it automatically updates the field value. Later on, when the support rep has new cases to respond to, the suppot rep can filter cases based on this field. <!-- document id=20a27da6703282b445d66b7c169c3af6a84efb0e6e958cf13245167fb9d58aa4 url=/admin/current/en-us/service/264-0-0/macros_tips.md --> # Tips for Creating Macros How you name and design your macro can impact its usefulness to support reps. Keep these tips in mind when creating macros. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Create Macro page with enumerated user interface elements](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/macros/macros_create.png) - The Macro Name helps support reps decide which macro to use. The name is used when support reps search for macros. It’s useful to use a short name (so that support reps can see it in the macros list) that succinctly identifies the macro’s purpose. (1) - Although Description is optional, it is useful for helping support reps to understand what the macro does. (2) - The macro instructions are like a little computer program, so you must tell the macro each step to perform. Each instruction is equivalent to a click that the support rep makes when manually performing the task. The first macro instruction selects the object that the macro acts upon, such as the Active Case Tab. (3) - The second macro instruction specifies the context, or component of the Salesforce Console for Service, in which the macro works. For example, the Email Action context allows the macro to set fields and perform actions within the Email Publisher. (4) If a Salesforce Console for Service component isn’t enabled and configured, then you can’t create a macro for it. - The third macro instruction specifies the action that the macro performs. For example, the macro in the screenshot changes the value for the CC Address field in an email action in the active case tab. (5) - You can add an extra set of instructions in the same context or in a different context. A simple macro just performs one task. Create more complex macros by adding instructions. (6) If you use the International Components for Unicode (ICU) library instead of the Java Development Kit (JDK) library, review and manually update your Salesforce Classic macros that set the date, time, or currency. Otherwise, your macros can fail or introduce errors. - Date and Time: Ensure that the date and time format is supported in the ICU library. For example, for the US locale, add a comma in between the date and time. - Valid format before ICU library: `01/09/2018 00:00` - Valid format after ICU library: `01/09/2018, 00:00` - Currency: Ensure that the comma and decimal are valid for your currency. Errors can be introduced if your org’s currency locale is different from your user's locale. #### See Also - [Supported Date and Time Formats (ICU)](https://help.salesforce.com/s/articleView?id=xcloud.admin_supported_date_time_format.htm&type=5&language=en_US) <!-- document id=2f84c4e8edd707a6653c53bf24ebfcdf9af8f006aa725bafb297b9ac4835c3f2 url=/admin/current/en-us/service/264-0-0/reports_support_tips.md --> # Tips for Effective Support Reporting You can get a lot of useful information out of your cases and solutions data if you keep a few tips and best practices in mind. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - When reporting on cases, add the Parent Case Number field to your report. This field indicates if a case is associated with a parent case. - When reporting on first-call resolution of cases, add the Closed When Created field to your report. This field indicates cases that were closed by support reps via the **Save & Close** button during the creation of the case. - You can create a case report containing contact email addresses, export that data to Excel, and then do a mass mail merge using Microsoft Word. ## Standard Report Types - Choose the Translated Solutions report to summarize the translated solutions associated with each master solution. - Choose the Contact Role report to show all cases with their associated contact roles. - Choose the Cases with Articles report to see the articles attached to cases. This report is only available if Salesforce Knowledge is enabled. The report displays articles even if they're not marked as available for the internal app channel. ## Custom Report Types - You can create a custom report to view a list of cases with milestones by choosing the Cases with Milestones report type. This report type is only available if entitlements is enabled. - Choose the Case History and Solution History report types to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. Use these reports to see tracked fields' old and new values. You can't use filter conditions to search the results of the Old Value and New Value fields. - You can create a custom report to view a list of both inbound and outbound emails by case by choosing the Cases and Emails report type. This type of report is only available to organizations with Email-to-Case or On-Demand Email-to-Case enabled. - You can run case lifecycle reports to view the results of the Range field, which indicates the length of time since the case last changed status or owner. Each time the status or owner changes, the counter begins again at zero. ## Cases in Portals If you have enabled the Self-Service portal, you can run reports to track usage of your Self-Service portal. - When reporting on case comments, use the Public Case Commented field to indicate if the comment is private or public. Public comments are indicated with a check mark. To limit report results to public comments, customize the report and add a field filter where Public Case Commented equals True. Likewise, the filter Public Case Commented equals 0 yields only private case comments. - Choose the Closed by Self-Service User field to report on how many cases have been closed by users via suggested solutions on the Self-Service portal. ## Solution Categories Create a custom report that sorts solutions by category. Select the Category Name field to display the solution’s category and the Parent Category Name field to display the category directly above the solution’s category. - If you restrict your report to solutions in a particular category, the report includes only solutions that are directly associated with that category. It does not include solutions in subcategories of the specified category. - To report on uncategorized solutions, use the advanced report filters. Choose the Category Name field and the “equals” operator, and leave the third field blank. ## Team Members - You can report on case teams in which you are a member. After you run a case report, select My case team's cases from the Show drop-down. - Owner Role for case reports is defined differently than for other objects. For most objects, Owner Role is defined in the Role Name as displayed on reports field on the user’s role. Cases uses the Label field instead. - You can limit any case report to cases owned by users or cases in queues. Choose User Owned Cases or Queue Owned Cases from the View drop-down at the top of a case report. <!-- document id=c0637e9b0bc5e2538809b5112018366f2d21d597ed084796018dcecc158e9d81 url=/admin/current/en-us/service/264-0-0/ideas_html_def.md --> # Tips for Using the HTML Editor The HTML editor gives users WYSIWYG HTML editing capabilities. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> Users can - Insert an image - Insert hyperlinks - Change paragraph alignment - Create bulleted and numbered lists ## Implementation Tips - HTML tags you enter into the HTML editor will display to users as text. - In related lists, search results, and hover details, Salesforce does not display text with HTML formatting or images. - Hyperlinks open in a new browser window when users click on them. The HTML editor supports HTTP, HTTPS, and mailto hyperlinks. - To insert an image, click ![Insert Image](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/insert_image.jpg) and either browse to an image file or specify the image's web address. Enter a description that appears when a user hovers over the image and when the image is not available. The image must have a URL that Salesforce can access. - Images do not show up in list views and reports. - You cannot disable individual features of the HTML editor. For example, you cannot disable its hyperlink and image capabilities. - The HTML editor supports all languages that Salesforce supports. - For security purposes, the HTML editor only allows the tags and attributes listed in [Supported HTML Tags and Attributes](https://help.salesforce.com/s/articleView?id=service.ideas_html_def.htm&release=264.0.0&type=5). Salesforce automatically removes unsupported tags and attributes when you save an idea description or comment. Salesforce also removes potentially malicious HTML. Note that Salesforce does not notify users when unsupported or potentially malicious HTML is removed. - The HTML editor does not support JavaScript or Cascading Style Sheets (CSS). ## Supported HTML Tags and Attributes The HTML editor supports these tags: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><a></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><dt></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><q></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><abbr></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><em></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><samp></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><acronym></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><font></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><small></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><address></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h1></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><span></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><b></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h2></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><strike></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><bdo></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h3></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><strong></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><big></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h4></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><sub></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><blockquote></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h5></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><sup></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><br></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><h6></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><table></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><caption></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><hr></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tbody></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><cite></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><i></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><td></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><code></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><img></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tfoot></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><col></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ins></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><th></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><colgroup></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><kbd></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><thead></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dd></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><li></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tr></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><del></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ol></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><tt></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dfn></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><p></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><ul></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><div></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><pre></code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code><var></code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code><dl></code></td><td class="slds-cell-wrap" style="vertical-align:top;"> </td><td class="slds-cell-wrap" style="vertical-align:top;"> </td></tr></tbody></table> The above tags can include the following attributes: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>alt</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>face</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>size</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>background</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>height</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>src</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>border</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>href</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>style</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>class</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>name</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>target</code></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><code>colspan</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>rowspan</code></td><td class="slds-cell-wrap" style="vertical-align:top;"><code>width</code></td></tr></tbody></table> The attributes can include URLs that begin with the following: - http: - https: - file: - ftp: - mailto: - # - / for relative links ## Enabling the HTML Editor in Ideas The HTML editor is enabled by default for most organizations. If your organization does not have the HTML editor already enabled, an administrator can enable it as described in [Enable and Customize Ideas Settings](https://help.salesforce.com/s/articleView?id=service.ideas_settings.htm&release=264.0.0&type=5 "Manage organization-wide settings for Ideas."). ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_warning.png) Warning Once you enable the HTML editor, you cannot disable it. Before enabling the HTML editor, note the following: - Each HTML idea description has a maximum size of the 32 KB. Each comment has a maximum size of 4 KB. - If you use the HTML editor to edit and save an idea description or comment that was in text format, Salesforce saves the description or comment in HTML format. - In list views and search results, Salesforce displays only the first 255 characters of an idea's description or comment. This number includes HTML tags. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [Comment on Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_comment.htm&release=264.0.0&type=5 "Comments are plain text responses to posted ideas that enable discussions about the ideas.") - [Post and Edit Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") <!-- document id=93b5081515281fac4f11348d6dfc541c069c942875eeef6e19b27b24695c2b77 url=/admin/current/en-us/service/264-0-0/ideas_tips.md --> # Tips on Using Ideas Learn about Ideas tips and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22894e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">Edit on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">To create Experience Cloud sites:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22894e54 ">Customize Application</td> </tr> </tbody> </table> Consider the following information when setting up and using Ideas: - To monitor the activity of Ideas, you can: - Create a workflow rule or trigger based on the number of comments an idea receives. You can’t create a workflow rule or trigger based on an idea’s vote total or vote count. You also can’t create a trigger that inserts or deletes a comment when the Idea object is updated. - Create a custom report based on an idea's vote score or number of comments. - When posting an idea or comment, you can include a URL in the idea's description or comment field. You can’t attach a file or add a note to an idea. - Master detail relationships aren’t supported. - The Ideas feature doesn’t support workflow tasks, outbound messages, and approvals. - The Ideas feature doesn’t support custom links. - The Ideas detail page doesn’t contain related lists. - The data export feature archives all your Ideas data with the exception of deleted ideas and deleted comments. - You can’t create activities and events for Ideas. - When using standard or custom Idea fields, note the following: - History tracking isn’t supported. - Field dependencies and roll-up summary fields aren’t supported. - Formula fields aren’t available for the Community (Zone) object. <!-- document id=7097e824a3c32777520a3192b9ef49c00db109a8dc6ce7e7e0325056d4f55700 url=/admin/current/en-us/service/264-0-0/tips_on_writing_solutions.md --> # Tips on Writing Solutions To assist users in solving their cases, it is important to write good solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Reusable - Include all facts and symptoms of the problem. - Include any necessary analysis or troubleshooting ideas. - Include a concise, accurate description of the cause and resolution of the problem. - Include only one cause and one resolution per solution. If there are a number of steps to the resolution, number each step and put it on a separate line. - Make sure the text is clear and in the language of the intended audience—both customer support users and your customers. - Make sure the title properly describes the problem or question. - Associate as many relevant solutions to a particular case as possible to increase the usefulness of the suggested solutions feature. Suggested solutions are found using a formula that automatically scores the relevancy of each solution to a particular case via the number of times the solution is related to similar cases. Use a consistent format to ensure that all solutions are reusable. You can determine the best format for your organization, but make sure each solution contains a title, the symptoms of the problem, the cause of the problem, and the resolution to the problem. ## Findable - Make sure the solution can be found by multiple troubleshooting paths and by different people who will describe problems in different ways. - Make sure the solution is unique and can exist as a discrete piece of knowledge. - Make sure the solution is meaningful to your organization and is worth sharing with your customers. - Make sure the solution includes words that customers use so that when they log their own cases via the Self-Service Portal or the Customer Portal, the suggested solutions feature can return useful results based on word frequency. For example, if customers use the word “hub” for “router,” include “hub” in the solution to increase the likelihood of it being returned in the results of suggested solutions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. ## Technically Accurate - Make sure the solution is accurate and up-to-date. - Make sure the level of technical detail is appropriate for the intended audience. ## Sample Solution This example provides a clear solution to a specific problem. ``` How do I change an account's billing information? Problem–Users aren't sure how to change an account's billing information, such as the credit card number or payment type. Solution–Change billing information in the active contract on the account. 1. Open an account by clicking its name on the Accounts home page or an Accounts related list. 2. Scroll to the Contracts related list and click Edit next to the active contract on the account. 3. Enter the correct billing information. 4. Click Save. ``` #### See Also - [Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5 "You can create a solution from the sidebar or Solutions tab and while closing a case.") <!-- document id=5f036c16cdac72476cac389271658fd599920a4bdf066f66e6f8ce9f99e936f6 url=/admin/current/en-us/service/264-0-0/omnichannel_cc_in_progress_work.md --> # Track Active Work with the In-Progress Work Component The In-Progress Work component gives supervisors a live, consolidated list view of all work items currently owned by human representatives and AI agents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53553e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53553e57 ">To customize Lightning pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53553e57 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53553e57 ">To access Command Center for Service V2:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53553e57 ">Access Command Center for Service V2</td> </tr> </tbody> </table> Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. To monitor conversations, enable Conversation Monitoring in your Supervisor Settings. **Setup the In-Progress Work Component** 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Clone the existing Command Center for Service V2 flexipage, or create a new one. 3. From the left-hand component panel, drag the **In-Progress Work** component onto the page layout. 4. In the configuration panel on the right, customize the component: - **Columns:** Select a Service or Sales view as a starting point. If desired, add, remove, and reorder the visible columns. For a complete list of available columns, see [In-Progress Work Component Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_work_tab_fields.htm&language=en_US). - **Actions:** Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. When an agent selects a record and runs an action, the action runs on the AgentWork object. See [Show Default Actions in Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&language=en_US) for more information. 5. Click **Save** and activate the page. **Monitor and Manage Live Work** Supervisors can sort, filter, and directly intervene in active interactions from the list view interface. - To narrow results, use the filter panel to filter rows by Queue, Skill, Channel, Service Rep, and Teams (Public Groups selected in your Supervisor Configurations). Filters display as removable pills above the list table. Use the Human & AI Work toggle filter to isolate work to human-only or AI-agent-only allocations. - To execute bulk actions, select one or more work items using the row checkboxes and trigger a Screen Flow action from the top toolbar. - To manage an individual interaction, interact with the row columns directly: - Click a record's Flag column to view internal whisper messages and lower active flags. - Click **Monitor** to open live voice or messaging conversation transcripts. For case objects, Monitor opens the case in a new tab. - For AI-agent assignments, use the action menu to manually transfer the active work item to a human service representative. - To return to the administrator's original layout configuration, clear selected filters or select **Remove All**. **Understand Connection Status** The In-Progress Work component shows a connection status indicator, so you always know if your data is staying up to date. | Status | description | | --- | --- | | Live | The connection is active and healthy. | | Connecting | The connection was interrupted and is attempting to reconnect automatically. | | Offline | The automatic reconnection attempt failed. Click the refresh icon next to the status indicator to try again. | If the status returns to Live after you click refresh, you're all set. If the status keeps cycling between Connecting and Offline, the issue is likely on the service side rather than your connection. Wait a few minutes and try again. If it doesn't resolve, contact Salesforce. - **[In-Progress Work Component Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_cc_in_progress_fields.htm&release=264.0.0&type=5)** Fields for the In-Progress Work Lightning App Builder component. All columns are available in both Service View and Sales View. Selecting a view provides a pre-configured starting layout for quicker setup. <!-- document id=63f6eaeafa748ae9bdd1b76c03697f14c586d6137cf8b24783052373451f228d url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_dashboard_intro.md --> # Track AI Adoption with Service AI Adoption and Analytics Service AI Adoption and Analytics provides data-driven insights into how AI impacts your service operations. Use this dashboard to track your team’s adoption of AI solutions for service, measure its effect on Average Handle Time (AHT), and monitor quality through response trends and Employee Satisfaction (ESAT). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To learn more and get started with Service AI Adoption and Analytics, see [Track AI Adoption with Service AI Adoption and Analytics.](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_intro.htm&type=5&language=en_US) <!-- document id=9f6926e7aab880941c2ed9de9fda90da12617aa8fd75db6c4279be9336ab3c44 url=/admin/current/en-us/service/264-0-0/service_ai_adoption_analytics_intro.md --> # Track AI Adoption with Service AI Adoption and Analytics Service AI Adoption and Analytics is a data-driven solution providing insight into AI's impact on your service operations. Use this dashboard to track how your team is adopting AI solutions for service, measure its effect on key efficiency indicators like Average Handle Time (AHT), and monitor service quality by reviewing response trends and Employee Satisfaction (ESAT). By using Data 360 and Tableau Next, this solution integrates customer data, key performance indicators (KPIs), and AI to optimize your service team's performance and reduce costs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Requirements and Considerations](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_considerations.htm&release=264.0.0&type=5)** Use the information in this section to ensure that your org is set up correctly before you begin installation. To support your installation and visualizations, review the requirements for Data 360, Tableau Next, and your industry data. - **[Set Up Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_setup.htm&release=264.0.0&type=5)** Use the Service AI Adoption and Analytics setup page to walk through the steps for Data 360 prerequisites, installation prerequisites, and then install Service AI Adoption and Analytics. - **[Service AI Adoption Metrics Calculations](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_aht_calculations.htm&release=264.0.0&type=5)** The Service AI Adoption Analytics dashboard tracks Average Handle Time (AHT) and Employee Satisfaction (ESAT) to measure the overall impact of AI solutions for service on your contact center. - **[Service AI and Adoption Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.service_intel_use_service_ai_and_adoption_analytics_dashboards.htm&release=264.0.0&type=5)** Gain unified analytics and correlate AI usage directly with critical operational and experience metrics. Track AI adoption and quality. For example, track response modification rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT score. Use these insights to coach service reps and identify top adopters. <!-- document id=b3a0c7cfc26135af979a91e7d0755e95b5406ec071ec443ae7e4c61e519f8377 url=/admin/current/en-us/service/264-0-0/incident_mgmt_track_incident.md --> # Track an Incident When a widespread issue occurs, stay on top of it with incident routing in Omni-Channel and customer service level agreements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Route Incidents to the Right Team with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_route_incidents.htm&release=264.0.0&type=5)** When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel. - **[Use Milestones and Entitlements to Track an Incident](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_use_slas.htm&release=264.0.0&type=5)** Stay on top of incidents with milestones and entitlements. <!-- document id=b010448463d1f17312da120b249deaad7d26d668ac0b2911aee31f1b298ae28c url=/admin/current/en-us/service/264-0-0/voice_monitor_amazon_usage.md --> # Track And Report On Your Amazon Connect Usage and Billing Track your Amazon Connect usage to stay on top of your billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect). Understand how you’re billed for minutes and IVR utterances. ### Required Editions These articles apply to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> - **[What Am I Billed For?](https://help.salesforce.com/s/articleView?id=service.voice_amazon_billables.htm&release=264.0.0&type=5)** For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes. - **[How Does Billing Work?](https://help.salesforce.com/s/articleView?id=service.voice_amazon_how_billing_works.htm&release=264.0.0&type=5)** Understand how you’re billed for IVR utterances, Salesforce Voice minutes, and telephony minutes. - **[How Do I Check My Usage and Billing?](https://help.salesforce.com/s/articleView?id=service.voice_amazon_check_usage_and_billing.htm&release=264.0.0&type=5)** To see Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) usage and billing in your contact center, check out these Salesforce and Amazon Connect resources. - **[Salesforce Reports for Amazon Connect Usage and Billing](https://help.salesforce.com/s/articleView?id=service.voice_amazon_salesforce_reports.htm&release=264.0.0&type=5)** View Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Quickly generate the reports using Salesforce Voice’s packaged report types. - **[Billing Details](https://help.salesforce.com/s/articleView?id=service.voice_billing.htm&release=264.0.0&type=5)** When you’re using Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), it's important to understand how billing works for IVR utterances, Salesforce Voice minutes, and telephony minutes. - **[Generate a Salesforce Report for Amazon Connect Usage and Billing](https://help.salesforce.com/s/articleView?id=service.voice_setup_report.htm&release=264.0.0&type=5)** View your Salesforce org’s Amazon Connect usage, minutes, and costs, and Amazon Lex usage with Salesforce reports. Create a custom report type and then generate a report on your Salesforce org’s usage. - **[Telephony Usage Report](https://help.salesforce.com/s/articleView?id=service.voice_telephony_report.htm&release=264.0.0&type=5)** The Telephony Usage report provides a breakdown of telephony usage and costs for each phone number per day. The report includes the usage and costs for the last 2 months for which the invoice is generated. This report isn’t available in the standard reports that you can customize and create for Salesforce Voice (formerly Service Cloud Voice). - **[Frequently Asked Billing Questions for Salesforce Voice with Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_amazon_faqs.htm&release=264.0.0&type=5)** To learn more about billing for Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), review these frequently asked questions. <!-- document id=9c48d80e18ab373d5db7ae642ee2f65498aa6173c94302b9c9e056e6071b6d34 url=/admin/current/en-us/service/264-0-0/fs_track_availability_and_reliability.md --> # Track Asset Availability and Reliability in Field Service Obtain availability and reliability statistics to measure asset performance, efficiency, and depreciation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> 1. On the asset, enter the Average Uptime Per Day, Uptime Record Start Date, and Uptime Record End Date. ![Asset availability and reliab ility fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_asset_downtime_fields.png) Average Uptime Per Day records the number of hours the asset is expected to be available on average every day. For example, the public elevators in a retail store that is open from 8 AM to 8 PM Monday through Saturday. The Average Uptime Per Day is calculated as 12 hours for 6 days divided by 7 days in the week, for 10.28 hours. 2. Use the Asset Downtime Periods related list to [Record Asset Downtime in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_record_asset_downtime.htm&release=264.0.0&type=5 "Use the Asset Downtime Periods related list to record details of planned and unplanned downtime."). After updating Asset Downtime Periods, reload the Asset record to see the updated cumulative downtime, cumulative unplanned downtime, availability, and reliability. Availability and reliability are calculated when an uptime record start date is provided. When no uptime record start date is provided we don't calculate availability or reliability, and both fields are blank. Availability and reliability values are calculated as the ratio between expected uptime and actual uptime, allowing for: - planned and unplanned downtime (in calculating availability), that is _Availability = (expected uptime - accumulated planned and unplanned downtime) / expected uptime_ - unplanned downtime (in calculating reliability), that is _Reliability = (expected uptime - accumulated unplanned downtime) / expected uptime_ Average Time to Repair and Average Time Between Failures are calculated as follows: - _Average Time Between Failures = (Uptime in days - unplanned downtime in days) \* Average uptime per day / number of unplanned downtime count_ - _Average Time to Repair = Unplanned downtime in hours / number of unplanned downtime count_ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Average Time to Repair and Average Time Between Failures are calculated only when Uptime Record Start Date and Unplanned Downtime Count information are provided. The “unplanned downtime count” is calculated on the asset and based on the number of "AssetDowntimePeriod" records that are categorized as “Unplanned”. To calculate Average Time Between Failures, the Uptime Record End Date must be provided as well. Expected uptime is calculated as follows: - If the uptime record end time is in the future or no uptime record end time is provided - _Uptime = the average uptime per day \* number of days between the uptime record start time and now_. - Else - _Uptime = the average uptime per day \* number of days between the uptime record start time and uptime record end time_. Planned and unplanned downtime are accumulated as follows: - If the uptime record start time or uptime record end time change, the accumulated downtimes are recalculated based on the uptime record start time and uptime record end time. If there’s no uptime record end time, all records after the uptime record start time are accumulated, including records dated in the future. - When a downtime record is added, updated, or deleted, the accumulated downtime is updated if the record’s downtime start or end date falls between the uptime record start time and uptime record end time. If there is no uptime record end time, all records after the uptime record start time are accumulated, including records dated in the future. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you record details of planned downtime, we recommended that you maintain the uptime record end time as a date close to now. This ensures that the availability and reliability calculations exclude planned downtime information. If the uptime record end time isn't set, and the accumulated planned downtime exceeds the accumulated uptime to date, the reliability and availability statistics may be reported as negative. The read only Outside Uptime Calculation Period checkbox indicates whether a record is excluded from the cumulative downtime calculation. ![Downtime record shown as outside uptime calculation.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_asset_downtime_record_with_flag.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When reporting on asset downtime records, you can’t filter records using the Outside Uptime Calculation Period flag nor can you include the flag in the report <!-- document id=e975a3ecf77ee3827eb3d7bec025f60cb285a2e18b8640872fd826fec6cb5bbd url=/admin/current/en-us/service/264-0-0/assets_rel_equal.md --> # Track Asset Replacements When a customer’s asset needs to be replaced or upgraded, track the replacement in Salesforce on asset detail pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> You can view and manage asset replacements from two related lists on asset detail pages. - The Primary Assets related list shows assets that replaced the current asset. - The Related Assets related list shows assets that the current asset replaced. For example, suppose an elevator’s door is tracked as an asset named Door Model 1. Your customer decides to install a newer door, and Door Model 1 is replaced with Door Model 2. To track this replacement: 1. Navigate to the Door Model 1 record. 2. In the Primary Assets related list, click **New Asset Relationship**. 3. In the Asset field, select **Door Model 2**. The Related Asset field auto-populates to list Door Model 1. 4. Select a relationship type. This field comes with three options—Replacement, Upgrade, and Crossgrade—but you can define more in Setup. 5. If Door Model 2 will only be installed for a certain amount of time—for example, if it’s being leased—enter a From and To date to indicate when it will be in use. 6. Save your changes. This asset relationship now appears in the Primary Assets related list on the Door Model 1 record, and the Related Assets related list on the Door Model 2 record. (You can get the same results by creating the asset relationship record from the Related Assets related list on the Door Model 2 record.) If Door Model 2 is replaced by Door Model 3 down the road, keep in mind that Door Model 3 won’t appear in either related list on the Door Model 1 asset record. Customize fields, page layouts, and more for asset relationships from the Asset Relationships page in Setup. To save your team time and ensure that asset replacements are adequately tracked, create a flow that automates asset replacements. For example, the flow could be launched in the Field Service mobile app by an on-site technician when an asset is being replaced. <!-- document id=ff6cba155ebf0078cb2c55fd156c342fed2f2d719e25be9aa46f3530955fe829 url=/admin/current/en-us/service/264-0-0/voice_setup_analytics.md --> # Track Contact Center KPIs with the CRM Analytics App Let support supervisors view key performance indicators (KPIs) and see graphs and data about your company’s Salesforce Voice (formerly Service Cloud Voice) contact centers. Supervisors can track call volume, average handle time, average speed to answer, and more. Customize how contact center data is displayed so supervisors see relevant and actionable information. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d76391e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To create and manage CRM Analytics apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">Manage Analytics Templated Apps AND Edit Analytics Dataflows</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To set up the Contact Center Reporting Dashboard:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">CRM Analytics Plus Admin permission set AND Service Analytics Admin permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">To view the Contact Center Reporting Dashboard:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e78 ">CRM Analytics Plus User permission set AND Service Analytics User permission set</td> </tr> </tbody> </table> For help assigning permission sets, see [Set Up Permissions for the Service Analytics](https://help.salesforce.com/articleView?id=bi_help_setup_service_wave_permissions.htm&language=en_US). 1. Navigate to Analytics Studio. 2. Click **Create**, and then select **App**. 3. Click **Create App from Template**. 4. Select **Salesforce Voice Reporting Dashboard**. 5. Click **Continue**. 6. Click **Create a brand new app**. 7. Answer the questions to determine how the data appears in your dashboard. 8. Click **Looks good, next**. 9. Enter a name for your app. For example, <Your Company> Voice Analytics. 10. Click **Create**. It can take a few minutes for the app to be created. Check your email; Salesforce sends a notification email when the app is ready. After the CRM Analytics app is created, customize how it displays data. Open the app and customize the location, call resolution, and sharing settings. - Select a location to use to filter reps by geography. For example, to show reps from California, select the **State** field on the User object. - Show how many calls were resolved by selecting the Call Resolution field values that indicate that a call was resolved. You can select multiple field values. Companies use different values to mean that a call is resolved. For example, the values _Closed_ and _Resolved_ both can mean that the customer issue was solved. All unselected values are used to calculate the number of unresolved calls. - Determine how users see information in your contact center. Select one of the following sharing settings: - Use the Salesforce role hierarchy to control data access. Users see data that they own and that subordinate users own. This sharing setting is the most restrictive. - Let users see data that they own, that other users at their same level own, and that subordinate users own. - Users see all data. This sharing setting is the least restrictive. The following graphs are available. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:40.48582995951418%"> <col style="width:59.51417004048584%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d76391e247">Graph</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d76391e249">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Call Volume</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the number of inbound calls versus outbound calls. </td> </tr> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Average Handle Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the average amount of time a rep spends on a call.</td> </tr> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Average Speed To Answer</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the average amount of time a customer is waiting before a rep answers the call.</td> </tr> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">First Call Resolution (FCR)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the resolution for the first call that a customer makes to the contact center.</td> </tr> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Abandonment Rate</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 ">Shows the percentage of calls where the customer hangs up before the rep answers the call.</td> </tr> <tr class=""> <td data-label="Graph" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e247 ">Calls to Cases</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d76391e249 "> <p>Shows the number of calls that result in opening a case. </p> <p>Your contact center’s metrics depend on your company’s policies about how calls are managed. </p> <p style="margin-bottom:0;">For example, some companies open a case for every call. Other companies open a case only when the issue isn’t resolved during the call and is escalated.</p> </td> </tr> </tbody> </table> #### See Also - [Set Up Permissions for the Service Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_help_setup_service_wave_permissions.htm&type=5&language=en_US) - [Create and Share an App from a CRM Analytics Template](https://help.salesforce.com/s/articleView?id=analytics.bi_templates_create_app.htm&type=5&language=en_US) <!-- document id=ee8a1b89388d590e6111f7b1e376960c7fe5ee92cae12601d5f9365da11ace73 url=/admin/current/en-us/service/264-0-0/fs_create_return_orders.md --> # Track Customer Returns in Field Service _return orders_ to facilitate the return and repair of items that were sold to customers or supplied to field service workers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d89845e82">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">To create return orders:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">Create on return orders</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">To view return order line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">Read on return orders</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">To create, update, or delete return order line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d89845e82 ">Edit on return orders</td> </tr> </tbody> </table> 1. From the Return Orders tab or the Return Orders related list on a record, click **New**. 2. Enter an account and contact associated with the return order. 3. Enter an associated product request. For example, if a mobile worker is returning an unused item, select the related product request that the product was intended to fulfill. 4. In the Returned By field, select the user returning the items. 5. Enter a source and destination location, if applicable. For example, if the return order tracks the return of products from a customer’s facility to your main warehouse, select the warehouse as your destination location. 6. Enter a shipment type, address, and the date the returned products are expected to arrive at the destination location. The Ship From Address represents the location of the items at the start of the return or repair. For example, if a customer is returning an item, enter the customer’s address. 7. Add notes or context about the return in the Description field. 8. Save your changes. 9. In the Return Order Line Items related list, add a line item for each product being returned. 1. Click **New**. 2. To represent the items being returned, fill out one of more of the following fields: Asset, Order Product, Product, Product Item, and Product Request Line Item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you enter a product item, select the product item associated with the source location of the returned items. 3. Enter a quantity and unit of measure. If a product or product item is selected, the unit of measure is autopopulated. 4. Select a reason for the return. 5. In the Processing Plan field, indicate what should happen to the returned item. 6. In the Repayment Method field, indicate how the owner should be reimbursed for the return. If the return order is tracking the return of items from van stock to an inventory location, you’ll probably leave this field blank. 7. If needed, update the source and destination location. These are inherited from the return order, but can be updated. 8. Add notes or context about the returned items in the Description field. 9. Save your changes. - **[Guidelines for Tracking Customer Returns](https://help.salesforce.com/s/articleView?id=service.fs_return_order_settings.htm&release=264.0.0&type=5)** Learn about common return scenarios and how to log them in Field Service. Use return orders to track customer returns, customer repairs, or inventory returning from a mobile worker’s van stock to a warehouse or supplier. #### See Also - [Return Order Fields](https://help.salesforce.com/s/articleView?id=service.fs_return_order_fields.htm&release=264.0.0&type=5 "Return orders and return order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=3780b9a6a43fa3719a30dc75b580186330455a1b5ca16d6f4ae87534f9900515 url=/admin/current/en-us/service/264-0-0/fs_contracts_landing.md --> # Track Customer Support Agreements with Service Contracts Create clear and formal agreements to support your customers, including subscriptions and service level agreements. - [Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_service_contracts_parent.htm&type=5&language=en_US) - [Outcome-Based Contracts](https://help.salesforce.com/s/articleView?id=service.fs_obc_parent_page.htm&type=5&language=en_US) - [Asset Coverage View](https://help.salesforce.com/s/articleView?id=service.fs_manage_entitlements.htm&type=5&language=en_US) <!-- document id=8cb6509e19b7f6c714927a6039f505d6a51a5520bdf4c3e14c49e345ba179b2b url=/admin/current/en-us/service/264-0-0/cc_service_performance.md --> # Track Einstein Classification App Performance The performance dashboard shows you how well Einstein’s predictions are working. View the performance of predictions compared to the field value at the time the case is closed. For Case Classification and Case Wrap-Up, you can use this information to help determine automation levels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66444e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66444e55 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66444e55 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> 1. From Setup, enter Einstein Classification in the Quick Find box, and then select **Einstein Classification**. 2. From the models list, click a model’s name. 3. On the Overview tab, select the field of interest and the date range to display performance information for closed cases. ![Case Classification Performance card](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_service_performance.png) Top 3 Recommendations shows how often one of the top three recommended values matches the final field value when the case is closed. Top Recommendation shows how often the top recommended value matches the final field value when the case is closed. When a case with field predictions is closed, the dashboard refreshes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The dashboard reflects final field values when cases are closed. If a service rep accepts a field prediction but then changes the value before closing the case, the dashboard doesn’t report the case as a match. The dashboard shows the total number of closed cases on which Einstein predicted field values, regardless of whether predictions were rejected, accepted, ignored or automatically saved. This number increases by one when a case with predictions is closed. If a closed case with predictions is reopened and then closed, both closures count. Closed cases that didn’t receive recommendations aren’t counted. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The dashboard described in this article is provided as part of an AppExchange package. For support, visit the AppExchange listing and contact the publisher directly. ![Einstein Value Dashboard showing estimated time and dollar savings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/case_classification_evf_dashboard.png) The dashboard uses your case data and classification performance metrics to show the accuracy of recommendations surfaced by Einstein Case Classification and track how Einstein Case Classification impacts Average Handle Time for your cases. [Learn More](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000MSy6REAT) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Performance dashboards are just one way to monitor the impact of Einstein classification apps. Here are a few others. - For Einstein Case Classification, review cases whose field predictions failed to meet the required confidence level for automatic updates. Use [platform events](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_intro.htm) to subscribe to AIUpdateRecordEvent so you’re notified any time Einstein tries to predict the value of a case field. The IsUpdated field indicates whether a field was automatically updated. Then, use this information to add cases to a queue for review or rerun case routing logic. - Generate custom reports about how many cases received predictions or how often service reps accepted or rejected them. Use the root [AIRecordInsight](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_airecordinsight.htm) object and its related child objects, [AIInsightFeedback](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_aiinsightfeedback.htm) and [AIInsightValue](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_aiinsightvalue.htm). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note AIRecordInsight and its child objects provide different information than the dashboard. Reports with these objects can show service rep reactions to recommendations. For example, you can build reports to show how often service reps acted on the top three predictions and whether a recommended value was applied and saved. - Use key performance indicators (KPIs) to assess the impact of Einstein classification apps. For example, review changes in: - Average handle-time to triage a case - Average time to resolve a case - Number of cases triaged per day, week, or month - Number of cases auto-triaged per day, week, or month - Number of reopened cases - Number of escalated cases - Case data completion <!-- document id=1647c31748737988d3fd11c2bebdfad5dea6ec8b7edc5635361101cd4cd25383 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_track_policy_comm_acknowledgments.md --> # Track Employee Policy Acknowledgments for IT Compliance Monitor the progress of your policy communication campaigns to verify organizational compliance and support audit readiness. Track which employees have completed their review and which acknowledgements are still pending. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d62255e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62255e74 ">To view Policy Communication Response records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62255e74 "> <p>Compliance Admin permission set</p> <p>OR</p> <p>IT Compliance Fulfiller permission set</p> <p>OR</p> <p style="margin-bottom:0;">IT Compliance AI Admin permission set</p> </td> </tr> </tbody> </table> When you activate a campaign, Salesforce creates a response record for every recipient. You can monitor these responses in real time to ensure your organization meets its attestation deadlines. 1. From the App Launcher, find and select **Compliance Policy Communications**. 2. Open the Compliance Policy Communication record for your campaign. You can also open the Policy Communication record from the **Policy Communications** tab on your Policy record. 3. Review the **Status** field to confirm the campaign is active. 4. On the **Related** tab, locate the **Compliance Policy Communication Responses** related list. 5. Review the list to see which recipients have acknowledged the policy and which are still pending. Refresh or return to this record as needed; acknowledgment values update when recipients complete their tasks in the Employee Service Portal. <!-- document id=8aab4d7ccaf3dfd91aef752852f426352d69a4bebdbea7454cfa3aca528639da url=/admin/current/en-us/service/264-0-0/fs_get_metrics_with_analytics.md --> # Track Field Service Metrics Explore advanced analytics tools to guide your field service decision-making. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Field Service Reporting Basics](https://help.salesforce.com/s/articleView?id=service.fs_reporting_basics.htm&release=264.0.0&type=5)** Familiarize yourself with basic reporting tools in Field Service. Create report types to track KPIs, and explore out-of-the-box dashboards from Salesforce Labs AppExchange. - **[Track Metrics with Field Service Operations](https://help.salesforce.com/s/articleView?id=service.fso_considerations.htm&release=264.0.0&type=5)** Track and monitor the health of your field service workforce, assets, processes, and customers with personalized KPIs and actionable insights, all surfaced in Field Service Intelligence dashboards. - **[Field Service Intelligence (CRMA)](https://help.salesforce.com/s/articleView?id=service.ifs_intro.htm&release=264.0.0&type=5)** Determine whether you're meeting your customer service goals with easy-to-understand data visualizations that help you improve operations and reduce costs. Field Service Intelligence includes Data 360, CRM Analytics, and Agentforce Service (formerly Service Cloud). - **[Balance Resources and Demand with Capacity Planning](https://help.salesforce.com/s/articleView?id=service.fs_capacity_planning_overview.htm&release=264.0.0&type=5)** Track key metrics and optimize resource allocation with the Capacity Planning dashboard. - **[Explore Metrics in Field Service Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&release=264.0.0&type=5)** Track the improvements that optimization made to the scheduling of service appointments across multiple territories, and learn how to get the best results from optimization. - **[Maximize Performance with Scheduling and Optimization Insights (Beta)](https://help.salesforce.com/s/articleView?id=service.fs_es_insights_default.htm&release=264.0.0&type=5)** Get real-time visibility into optimization and scheduling usage, performance, and business outcomes so teams can confidently invest in what drives impact. - **[Set Up Field Service Mobile Insights (Beta)](https://help.salesforce.com/s/articleView?id=service.fs_mobile_insights_setup.htm&release=264.0.0&type=5)** Turn your operational data from the Field Service mobile app into actionable intelligence. - **[Sync Your Mobile Metrics: Run Your Mobile Batch Data Transform](https://help.salesforce.com/s/articleView?id=service.fs_run_bdt_for_mobile_insights.htm&release=264.0.0&type=5)** Complete the setup of Mobile Insights by running batch data transforms to sync and activate your application versions and device models data. <!-- document id=b0ecaeac1038d3ad44f69cd40391bfdc6b63ceb4c970aa072fe17b78c49e6e95 url=/admin/current/en-us/service/264-0-0/fs_create_products_consumed.md --> # Track Inventory Consumption in Field Service Create _products consumed_ to track the use or consumption of items from your inventory. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d159137e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">To view products consumed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">Read on work orders</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">To create or delete products consumed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">Edit on work orders AND Read on product items</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">To update products consumed:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d159137e75 ">Edit on work orders</td> </tr> </tbody> </table> When an item leaves your inventory because it was used during a field service appointment, create a product consumed record so your inventory numbers are adjusted accordingly. You can add products consumed to work orders or work order line items. Track product consumption at the line item level if you want to know which products were used for each line item’s tasks. 1. In the Products Consumed related list on a work order or work order line item, click **New**. 2. If applicable, enter a work order line item. The work order is auto-populated. 3. In the Product Item field, select the product item where the part originated. For example, if 10 bolts that were stored in Warehouse B were used to complete the work order, select the product item that represents all bolts stored in Warehouse B. 4. Enter the quantity consumed. 5. To link the consumed product to a price book entry, select a price book entry and enter the unit price. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create a product consumed that lists a price book entry, you need “Use” sharing access to price books. 6. Add context in the Description field. 7. Save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note After a product item is consumed, track it as an asset (an installed or purchased product) and add product details like a serial number. - **[Guidelines for Consuming Inventory](https://help.salesforce.com/s/articleView?id=service.fs_products_consumed.htm&release=264.0.0&type=5)** When inventory is consumed as part of a work order, logging the consumption kicks off several behind-the-scenes changes. Learn how product consumption fits into your field service operation. - **[Consume Serialized Inventory](https://help.salesforce.com/s/articleView?id=service.fs_consume_serialized_inventory.htm&release=264.0.0&type=5)** When an item is used during a field service appointment, create a product consumed record to adjust your inventory numbers accordingly. You can add products consumed to work orders or work order line items. You can also track product consumption at the line item level to know which products were used for each line item’s tasks. #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=e6daadd2b1bc2ee57fd585df6b9fa42277078792e9b36fe7226b58145c5102cb url=/admin/current/en-us/service/264-0-0/fs_create_shipments.md --> # Track Inventory Shipments in Field Service To track product items while they’re in transit between locations, create shipments. Shipments contain information about the products on board, the shipping carrier, and the expected delivery date. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d177881e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d177881e72 ">To create shipments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d177881e72 ">Create on shipments</td> </tr> </tbody> </table> Link shipments to product transfers so your team always knows the status of part transfers. While shipments are an optional feature, they help you stay informed about the coming and going of items in your inventory. 1. From the Shipments tab, click **New**. 2. In the General Information section, add details about the shipment’s origin and destination. If applicable, select the field service locations where the shipment departs or arrives. 3. In the Tracking Information section, add details about the shipping provider and delivery date. 4. Add a description explaining what is being shipped. 5. Save your changes. 6. From the Product Transfers related list, create product transfers to track the movement of product items that were included in the shipment. #### See Also - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Guidelines for Transferring Inventory](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&release=264.0.0&type=5 "Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records.") <!-- document id=db33924f2dd0a675e276413a79b4b0d3857e9c8d25fa67bd3971d0c7d4ad5400 url=/admin/current/en-us/service/264-0-0/knowledge_blocks_manage.md --> # Track Knowledge Block Usage and Update Block Content Track a block's versions, see which articles use it, publish updates, and keep articles that reference the block up to date. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d185891e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d185891e60 ">To manage knowledge block versions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d185891e60 ">Knowledge User license</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d185891e60 ">To create and edit articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d185891e60 "> <p>Manage Articles </p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, and Edit on the article type</p> </td> </tr> </tbody> </table> ## View a Block's Versions and Usage From the Knowledge Blocks app, open a block record to view its history and usage in the Related tab. 1. From the App Launcher, open **Knowledge Blocks**, and then open a block record. 2. Click the **Related** tab. Knowledge Block Versions Shows every version of the block, with its language, version number, and publishing status. Use this list to review the version history or open a specific version. Articles Using This Block Shows every article that references the block, with each article's publish status and language. Use this list to understand the impact of a change before you make it. ![The Knowledge Block details page showing the Knowledge Block Versions and Articles Using This Block related list.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_block_related_lists.png) ## Update a Block and Refresh Articles You can edit a block version and the changes propagate to all articles that use it. 1. From the Knowledge Block Versions app or from the Knowledge Block Versions related list, open the block version you want to update. 2. If the version is a draft, click **Edit**. If the version is published, click **Edit as Draft** to create an editable copy. 3. Update the content and add a **Version Reason**. 4. Save your changes. - If Auto update articles is enabled for your block version, the update propagates to all articles that reference the block. Published articles move to Draft status for review and Draft articles are updated but stay in draft. - If Auto publish articles is enabled for your block version, all Published articles are republished automatically. Draft articles are updated but stay in draft. 5. To confirm the Auto update article results, check the version's Article Update Status related list on the Knowledge Block Versions app, where each article shows a status, such as Success, Failed, or Skipped. 6. To skip an article without updating it, select **Skip Article** from the Action menu. Skipped articles retain the previous block content and show a status of Skipped. To apply the update for skipped articles, open the article and update it manually. If auto update fails for an article—for example, if updated content exceeds the article's character limit — you’ll see a status of Failed in the Article Update Status related list. You can try to update again by using the **Retry Update** option from the Action menu, up to three times. To update the article manually, open it from the list and make your changes. ![The Article Update Status related list showing the Retry Update Action menu option.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_block_update_status_related_list.png) ## Manage the Version Lifecycle From the Knowledge Block Versions app, manage the version with these actions. - **Edit**. Change a draft version's content. - **Publish Version**. Make a draft available for reuse. - **Edit as Draft**. Create an editable draft from a published version. - **Archive Version**. Retire a published version. Articles that use the archived version continue to show its content. - **Delete**. Remove a version. To analyze data related to Knowledge Blocks, you can set up a custom report. See [Build a Report in Lightning Experience](https://help.salesforce.com/s/articleView?id=analytics.reports_build_lex.htm&type=5&language=en_US). <!-- document id=e046e30268ecc7bc5f5fb5a36cd657d362039279296cdf75bb8296625247c31d url=/admin/current/en-us/service/264-0-0/livemessage_enable_object_linking.md --> # Track Messaging Users in Salesforce When a customer messages your company, Salesforce creates a messaging user record for them. The messaging user record can include the customer’s name, phone number or Facebook name, and consent status. Messaging user records are required for your recipients, even if you’re sending messages to contacts, employees, or person accounts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_enable_object_linking__d330e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_enable_object_linking__d330e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> A messaging user record is created for each channel the customer uses. For example, a single contact may be represented by two messaging user records: one for their Facebook Messenger interactions with your company, and one for their SMS interactions. By linking messaging user records to contacts or other Salesforce records, you can get a full picture of the customer’s interactions with your service team. View the history of a messaging user’s exchanges with your company in the Messaging Sessions related list. ![Messaging Sessions related list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/sessions_related_list.png) - **[Create Messaging Users](https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&release=264.0.0&type=5)** Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels. - **[Messaging User Fields](https://help.salesforce.com/s/articleView?id=service.livemessage_messaging_user_fields.htm&release=264.0.0&type=5)** Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel. <!-- document id=9675c99c3b8f22ebe63915e2cfd293892c3d41f16acbc9eeaf01a9cc764ba434 url=/admin/current/en-us/service/264-0-0/fso_considerations.md --> # Track Metrics with Field Service Operations Track and monitor the health of your field service workforce, assets, processes, and customers with personalized KPIs and actionable insights, all surfaced in Field Service Intelligence dashboards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Agentforce for Field Service add on or Agentforce 1 Edition.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To customize dashboards in Unlimited Edition, contact your Salesforce Account Executive to purchase Tableau +.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22732e61">Permission Sets Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">To manage Data 360:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">Data Cloud Admin permission set</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">To install Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">Tableau Next Admin</td> </tr> <tr class=""> <td data-label="Permission Sets Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">To use Field Service Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22732e61 ">Tableau Next Limited Consumer</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service Intelligence is available to Field Service and Data 360 users only. To use Field Service Intelligence, your org must have the Field Service Intelligence add-on license. To set up Data 360, see [Set Up and Maintain Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_set_up.htm&language=en_US). - **[Set Up Field Service Operations](https://help.salesforce.com/s/articleView?id=service.fso_setup.htm&release=264.0.0&type=5)** Use the Field Service Operations Setup page to walk through the prerequisites, and then install Field Service Operations. - **[Field Service Intelligence Dashboards](https://help.salesforce.com/s/articleView?id=service.fso_dashboards.htm&release=264.0.0&type=5)** Field Service Operations features Field Service Intelligence dashboards that display key operational metrics and provide data-driven visuals. - **[Operations Home](https://help.salesforce.com/s/articleView?id=service.fs_home.htm&release=264.0.0&type=5)** Field Service Operations Home enhances the efficiency and effectiveness of your field service teams by providing real-time insights and quick access to essential tools and apps. <!-- document id=e33fd6a53062bb39500dd1ffd7dae267c4b40ef6a08afeb8b8d4c7e6dd3d9760 url=/admin/current/en-us/service/264-0-0/it_srvcs_cal_track_releases_changes.md --> # Track Releases and Change Requests on the IT Service Calendar The IT Service Calendar helps teams effectively track and manage releases and change requests. This centralized view helps prevent conflicts and ensures timely deployment of critical updates. ## Example Paula is a change fulfiller who creates a change request with these details: Change Request | Field | Example Value | | --- | --- | | Change Request Number | CHG-0001234 | | Description | Infrastructure change for data center upgrade | | Start Time (Estimated) | September 3, 2025, 9:00 AM | | End Time (Estimated) | September 3, 2025, 6:00 PM | Paula then checks the IT Service Calendar and finds two events during the same time period: a moratorium and a release. Moratorium | Field | Example Value | | --- | --- | | Event Name | Quarterly freeze | | Description | Block all changes during quarterly freeze | | Start Time | August 15, 2025, 12:00 AM | | End Time | September 15, 2025, 11:59 PM | Release | Field | Example Value | | --- | --- | | Name | September Week 1 release | | Planned Start Date | September 1, 2025, 9:00 AM | | Planned End Date | September 13, 2025, 6:00 PM | Paula realizes her change request, scheduled for September 3, conflicts with the moratorium (August 15 to September 15). Because of the freeze, Paula can't implement the change in the September Week 1 Release. Instead, she reschedules the change to the next available release cycle after the moratorium ends on September 15. View all events together to coordinate schedules, avoid conflicts, and deploy changes in the right release window. IT teams can also filter the calendar by event type, status, status code, or priority to focus on events most relevant to their role. <!-- document id=4706b93484132698db0c39167214cedf4b37b4aa62cc4a8f2c5695f090113d0f url=/admin/current/en-us/service/264-0-0/omnichannel_track_reps.md --> # Track Reps with the Service Reps Component The Service Reps component allows supervisors to keep up with their reps' presence statuses, channels, assigned queues and skills, and occupied capacity. Supervisors can monitor how long their reps have been in an available status and when they last accepted new work. The service reps shown are based on the Public Groups selected in the Select Visible Service Reps section of the Supervisor Configuration. Filter options reflect the service reps, AI agents, queues, and skills selected in the associated Supervisor Configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d183783e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d183783e59 ">To customize Lightning pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d183783e59 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d183783e59 ">To access Command Center for Service V2:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d183783e59 ">Access Command Center for Service V2</td> </tr> </tbody> </table> Before you begin, verify that your organization has Enhanced Omni-Channel and Command Center for Service V2 enabled, and that users have the Access Command Center for Service V2 permission assigned. To monitor conversations, enable Conversation Monitoring in your Supervisor Settings. **Setup the Service Reps Component** 1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**. 2. Clone the existing Command Center for Service V2 Lightning App Builder page, or create a new one page. 3. From the left-hand component panel, drag the **Service Reps** component onto the page layout. 4. In the configuration panel on the right, customize the component: - **Columns:** Pick and choose which columns are shown, and the order they appear in. For a complete list of available columns, see Service Reps Component Fields. - **Actions:** Select which actions appear in the top component toolbar. Admins can choose from all active Screen Flows or default component actions. When an agent selects a record and runs an action, the action runs on the User object. See [Show Default Actions in Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&language=en_US) for more information. 5. Click **Save** and activate the page. **Monitor and Manage Service Reps** Supervisors can sort, filter, and take action on service reps from the list view interface. - To narrow results, use the filter panel to filter rows by Service Rep, Presence Status, Channels, Queues, Skills, and Teams (Public Groups selected in your Supervisor Configurations). Filters display as removable pills above the list table. - To sort the list, click a column header. Sortable columns include Rep (alphabetical), Status (alphabetical), State, Login, and Workload. - To change a rep's presence status, click the down arrow in the Status column and select a new status. This is only available for reps who are currently online. The change applies in real time. - To select multiple reps at once, use the row checkboxes, or the top checkbox in the column header row to select all reps, then trigger an action from the top toolbar. - The Flag column shows whether a flag was raised on a rep's work, either by the rep or by a conversation intelligence rule. Click the caret next to the rep’s name to open an accordion view showing all their assigned work. - To view all active work items for a rep, click the caret next to their name to expand an accordion view. Each item displays: - The channel icon for the work item - The workload the item takes up - The skills or queues it was routed through - Whether the work is interruptible - A Monitor action to open the live monitoring window. **Understand Connection Status** The Service Reps Work component shows a connection status indicator, so you always know if your data is staying up to date. | Status | description | | --- | --- | | Live | The connection is active and healthy. | | Connecting | The connection was interrupted and is attempting to reconnect automatically. | | Offline | The automatic reconnection attempt failed. Click the refresh icon next to the status indicator to try again. | If the status returns to Live after you click refresh, you're all set. If the status keeps cycling between Connecting and Offline, the issue is likely on the service side rather than your connection. Wait a few minutes and try again. If it doesn't resolve, contact Salesforce. - **[Service Reps Component Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_service_reps_component_fields.htm&release=264.0.0&type=5)** The Service Reps component provides a live, consolidated list view of all service representatives visible to a supervisor in Command Center for Service V2. Supervisors can filter the list and take custom screen flow or default actions on individual reps. <!-- document id=a04891f58a705def110acb9887e0e96ed50b30dc3a5eac9e6e068f67b942a1b1 url=/admin/current/en-us/service/264-0-0/fs_create_products_required.md --> # Track Required Inventory in Field Service If a work order needs to be completed by a carpenter with a hand saw, don’t assign it to an electrician with a voltmeter! Add _products required_ to work types, work orders, and work order line items to ensure that the assigned service resource arrives with the right equipment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33012e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">To view products required:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">Read on the parent object (work orders or work types) AND Read on products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">To create, update, or delete products required on work orders or work order line items:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">Edit on work orders AND Read on products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">To create, update, or delete products required on work types:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33012e75 ">Edit on work types AND Read on products</td> </tr> </tbody> </table> Adding required products to work types saves you time and keeps your business processes consistent. Work orders and work order line items inherit their work type’s required products. For example, if all light bulb replacement jobs require a ladder and a light bulb, add the ladder and light bulb as required products to your Light Bulb Replacement work type. When it’s time to create a work order for a customer’s light bulb replacement, applying that work type to the work order adds the required products. Here’s how to add a required product to a work order, work order line item, or work type. 1. Navigate to the record that needs required products. 2. In the Products Required related list, click **New**. 3. Use the lookup field to select a product. 4. Enter the quantity required. 5. Select a quantity unit of measure. 6. Click **Save**. #### See Also - [Product Item and Inventory Fields](https://help.salesforce.com/s/articleView?id=service.fs_parts_fields.htm&release=264.0.0&type=5 "Product items, product item transactions, products required, and products consumed have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Guidelines for Creating Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5 "Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") <!-- document id=a9c270711d7e5bb50c90ba403dcf4c2805a415bb896dfe034ec621072df46da1 url=/admin/current/en-us/service/264-0-0/support_metrics.md --> # Track Service Metrics Without current data, running an efficient customer service operation is impossible. Create reports and visualizations that help you track service activity and KPIs in real time, with a little help from AI. - **[Unify Service Data with Data 360 Reporting](https://help.salesforce.com/s/articleView?id=service.support_data_cloud.htm&release=264.0.0&type=5)** Combine your service CRM data with engagement data from other sources so your support reps and supervisors can better help customers. - **[Store and Access Your Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&release=264.0.0&type=5)** Find all the information you need on conversation data. - **[Monitor Service Activity with Out-of-the-Box Reports](https://help.salesforce.com/s/articleView?id=service.support_reporting.htm&release=264.0.0&type=5)** Use support reports to track the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of cases. - **[Improve Operations with Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_intro.htm&release=264.0.0&type=5)** Service Intelligence is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Intelligence includes Data Cloud, CRM Analytics, and Einstein Conversation Mining. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs. - **[Measure Success with Service Insights](https://help.salesforce.com/s/articleView?id=service.service_insights_intro.htm&release=264.0.0&type=5)** Service Insights is a data-driven solution that displays key contact center performance metrics. Determine whether you're meeting your customer service goals with easy-to-understand data visualizations. Service Insights includes Data 360 and Tableau Next. The combination of customer data, key performance indicators (KPIs), and AI help your service team improve operations and reduce costs. - **[Track AI Adoption with Service AI Adoption and Analytics](https://help.salesforce.com/s/articleView?id=service.service_ai_adoption_analytics_dashboard_intro.htm&release=264.0.0&type=5)** Service AI Adoption and Analytics provides data-driven insights into how AI impacts your service operations. Use this dashboard to track your team’s adoption of AI solutions for service, measure its effect on Average Handle Time (AHT), and monitor quality through response trends and Employee Satisfaction (ESAT). #### See Also - [_Trailhead:_ Service and Data 360: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) - [Accessing Messaging and Voice Conversation Data](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&language=en_US) - [Analyze Conversation Transcript Data in Data 360](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&language=en_US) <!-- document id=f73b7db931b93a0bae130ec56fbe4ac4ca6b8f5b63a552f84461943fe9ee3911 url=/admin/current/en-us/service/264-0-0/mfs_resource_tracking.md --> # Track Service Resource Geolocation with the Field Service Mobile App Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125381e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125381e78 ">To configure resource tracking:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125381e78 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125381e78 ">To assign permission sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125381e78 ">Assign Permission Sets</td> </tr> </tbody> </table> When service resource tracking is enabled, the Field Service mobile app uploads the geolocation of app users to Salesforce at regular intervals. Enable service resource tracking in Setup. 1. From Setup, in the Quick Find box, enter Field Service Settings, and then select **Field Service Mobile Settings**. 2. Click **Edit** next to the settings configuration that you want to update. 3. Under Additional Settings, select **Collect Service Resource Geolocation History**. This option is mandatory for data collection. 4. Enter values for the following geolocation-related fields. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Higher-precision or higher-frequency settings increase battery consumption on mobile devices. To conserve battery power with Android O and later, your position is updated less frequently when the app is in the background. To get an accurate position update, open the Field Service mobile app on your phone. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Because of an iOS device limitation in background mode, the location updates only about every five minutes when the device moves 500 meters or more from its previous location. When the app is in the foreground, it updates as specified in the Geolocation Update Frequency in Minutes and Geolocation Accuracy fields. - Geolocation Update Frequency in Minutes: Controls how often geolocation is polled when the app is running in the foreground. For iOS devices, this value also controls update frequency when the app is in the background. - Geolocation Update Frequency in Minutes (Background Mode): For Android devices, this value controls how often geolocation is polled when the app is running in the background. See the important note about iOS devices when in background mode. - Geolocation Accuracy: This value controls the accuracy of the geolocation data collected when the app is running in the foreground. Choose from the following values: - Fine: 10 meters - Medium: 100 meters - Coarse: 1 kilometer - Geolocation Accuracy (Background Mode): For Android devices, this value controls the accuracy of the geolocation data collected when the app is running in the background. See the important note about iOS devices when in background mode. Choose from the following values: - Medium: 100 meters - Coarse: 1 kilometer - Very Coarse: The app doesn’t poll for geolocation data, and geolocation coordinates update only when another app polls for geolocation. The accuracy of the geolocation data depends on the accuracy setting of the application that triggers the geolocation poll. 5. Save your changes. To gain insights on the location of mobile workers, you can track the history of the Last Known Location and Last Known Location Date fields of the Service Resources object. See [Field History Tracking](https://help.salesforce.com/s/articleView?id=xcloud.security_field_history_tracking.htm&type=5&language=en_US). - **[Exclude Specific Mobile Workers From Location Tracking](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking_exclude.htm&release=264.0.0&type=5)** Individual mobile users can turn off location tracking for the Field Service mobile app from their phone’s operating system settings. To exclude specific mobile workers from tracking, such as when not all members of your workforce are legally protected against geolocation tracking, take these steps. - **[Limit Mobile Workers’ Location Tracking for Appointment Assistant](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking_aa.htm&release=264.0.0&type=5)** Appointment Assistant customers can choose to track the location of mobile workers only in the En Route status, meaning that they’re on the way to their next service appointment. #### See Also - [Manage Data Integration Rules for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_location_tracking.htm&release=264.0.0&type=5 "Set up data integration rules to ensure that service resource travel time is accurately calculated.") <!-- document id=f3935b3a5f28dbd13d8ce4f74482824f738e7c20dd589b50066b078946656be3 url=/admin/current/en-us/service/264-0-0/sol_def.md --> # Track Solutions to Service Issues A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Solutions tab displays a home page that lets you quickly locate and manage solutions. If your organization uses solution categories, you can browse for and find solutions by category. You can also sort and filter solutions using standard and custom list views. Administrators, and users with the Import Solutions user permission, can import solutions. By default, solutions are created and displayed in text format. Administrators can enable HTML solutions so that all solutions are displayed in HTML format and created using an HTML editor. - **[Add Solutions](https://help.salesforce.com/s/articleView?id=service.sol_parent_admin.htm&release=264.0.0&type=5)** A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. They can also publish solutions to the Self-Service portal and make solutions public. - **[Work with Solutions](https://help.salesforce.com/s/articleView?id=service.sol_parent_agent.htm&release=264.0.0&type=5)** Use solutions to provide detailed descriptions and resolutions of customer issues. #### See Also - [Solutions Home](https://help.salesforce.com/s/articleView?id=service.sol_home.htm&release=264.0.0&type=5 "Click the Solutions tab to display the solutions home page.") - [Tips on Writing Solutions](https://help.salesforce.com/s/articleView?id=service.tips_on_writing_solutions.htm&release=264.0.0&type=5 "To assist users in solving their cases, it is important to write good solutions.") - [HTML Solutions Overview](https://help.salesforce.com/s/articleView?id=service.sol_html_def.htm&release=264.0.0&type=5 "HTML solutions provide a more flexible way to create solutions, by allowing you to easily format paragraphs, and insert images and links. Using HTML solutions, you create solutions with an HTML editor and display those solutions to users in Salesforce, the Self-Service portal, the Customer Portal, and as public solutions.") <!-- document id=3badf747ac84c3a5145b569912ec67cc75af2a64d0b5e7c84b66f7a07d15f989 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_track_rqst.md --> # Track the Status of Your Hardware Request Monitor the real-time progress of your hardware requests. Stay updated through automated notifications. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d56538e74">Permissions Required</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permissions Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d56538e74 "><strong>Permission set license</strong></td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d56538e74 ">AI for Employee Portal</td> </tr> <tr class=""> <td data-label="Permissions Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d56538e74 "><strong>User permission</strong></td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d56538e74 ">Use AI in Employee Portal</td> </tr> </tbody> </table> Submitting a hardware request, refresh, or reclaim triggers a service request. Track this request through its lifecycle to monitor shipping or approval updates. 1. Open the **Agentforce Employee Portal**. 2. Select **My Tickets**. 3. Find your hardware request in the list and review its current **Status**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Service requests follow a unified status lifecycle: - **Submitted**: The system receives your request and awaits review. - **Approved**: A manager or admin authorizes the request. - **Assigned**: An IT fulfiller manages your request. - **In Progress**: IT sources your hardware or prepares the shipment. - **Completed**: IT delivers your hardware or processes the return. **Notifications** Check for real-time notifications in **email**, **Slack**, or **Microsoft Teams**. The system automatically sends updates when an admin approves, rejects, ships, or holds your request. #### See Also - [Service Requests for IT Asset Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_srvc_rqst.htm&release=264.0.0&type=5 "Streamline IT hardware and service fulfillment with direct employee self-service channels.") - [Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_parent.htm&release=264.0.0&type=5 "Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.") <!-- document id=5ba874a106f90339e6250dcb883d75a3425c8ee28dfd0e2ffdf4b870df52caf5 url=/admin/current/en-us/service/264-0-0/bots_service_track_transfer_status_and_agent_availability.md --> # Track Transfer Status and Agent Availability You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The updated transfer pages provide complete visibility into the routing process, ensuring you know exactly where a conversation is headed: - The page explicitly displays the name of the specific routing destination queue during transfers and conference invitations. - The page shows the total number of available agents currently in the destination queue, helping you gauge wait times. Conference calls require explicit acceptance — if no agent in the queue accepts the invitation, the requester remains on the loading page until the session times out. Call transfers don't require acceptance. Once an agent initiates a transfer, the loading page disappears within seconds and the call waits in the queue. ## Cancel a Transfer Request If a transfer or conference invitation is no longer needed, users can stop the routing process without waiting for it to time out. - Cancel the request directly from the transfer dialogue box. - If a cancellation request fails, a clear error message will appear in the dialogue box to guide you on the next steps. ![The new display panel for sending conference invitations.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_sending_conference_invitation.png)![The new display panel when transferring to a queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transferring_to_queue.png)![new display panel when a transfer isn't cancelled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_not_cancelled.png) <!-- document id=4e8bd80208f653bd3081bbbd38939c6a2029964e3673d18338f0ae28886fe3fb url=/admin/current/en-us/service/264-0-0/fs_wo_landing.md --> # Track Work Orders Efficiently Ensure your team stays organized and consistent by using work orders and work order templates. - [Work Orders, Work Order Line Items, and Service Agreements](https://help.salesforce.com/s/articleView?id=service.fs_create_appointments.htm&type=5&language=en_US) - [Work Types and Skills](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&type=5&language=en_US) - [Resource Preferences](https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&type=5&language=en_US) - [Required Products](https://help.salesforce.com/s/articleView?id=service.fs_create_products_required.htm&type=5&language=en_US) - [Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&type=5&language=en_US) <!-- document id=23b38f78a77c88c2891cc40b27dcb9051316b66efc70d445a88e669d60df8506 url=/admin/current/en-us/service/264-0-0/reply_recs_track_performance.md --> # Track Your Einstein Reply Recommendation's Performance CRM Analytics customers can use the new Einstein Reply Recommendations Value Dashboard managed package to quickly build and dig into reports and visualizations for replies’ business value, KPIs, and exclusive analytics. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: CRM Analytics in Lightning Experience and Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The dashboard uses chat data, service rep interaction metrics, and cost assumptions specific to your company to measure Reply Recommendations performance against your business objectives. For Einstein Reply Recommendations, you can use this information to see impact on case Average Handling Time and estimate cost savings. ![AppExchange listing for Einstein Reply Recommendations Value dashboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_evf_listing.png) To get the app template, download the Einstein Reply Recommendations Value managed package from [AppExchange](https://appexchange.salesforce.com/listingDetail?listingId=a0N4V00000ICrYsUAL&tab=e). <!-- document id=3eb81c7ac62a22369ece11b1a8ca6eda05e205247cb1bbf8ed61f870309bd23b url=/admin/current/en-us/service/264-0-0/es_enablement_analytics.md --> # Tracking Employee Enablement Program Progress See how users are performing against an Employee Enablement Program’s exercises. Prebuilt dashboard and reports provide insights to help you analyze how well employee enablement programs are changing behaviors and improving business outcomes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Employee Enablement Program Reports and Report Types](https://help.salesforce.com/s/articleView?id=service.es_enablement_reports.htm&release=264.0.0&type=5)** Prebuilt reports are available for tracking users’ progress toward completing programs and exercises. If you want to create your own Employee Enablement Program reports, several report types (also referred to as pre-designed custom report types) are also available. - **[Considerations for Analyzing Employee Enablement Program Completion](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_analytics_considerations.htm&release=264.0.0&type=5)** The analytics tools for measuring employee enablement programs and exercise have some dependencies and caveats. - **[View the Employee Enablement Program Dashboard from the Dashboards Page](https://help.salesforce.com/s/articleView?id=service.es_filter_employee_enablement_program.htm&release=264.0.0&type=5)** For an Employee Enablement Program in Lightning Experience, you can open the prebuilt dashboard from the Dashboards page. With a few extra steps, filter the dashboard to see analytics for a specific program. - **[View the Employee Enablement Program Dashboard and Reports](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_analytics.htm&release=264.0.0&type=5)** For an Employee Enablement Program in Experience Cloud sites, open the prebuilt dashboard from the Dashboards page or the prebuilt reports from the Reports page. <!-- document id=6437293a7c8cca66a322b04a9ec1fe41a5862e082e1c6fc711d37b428fdf3b8f url=/admin/current/en-us/service/264-0-0/voice_pt_train_agents.md --> # Train Your Reps on Salesforce Voice Use these resources to help your contact center reps become familiar with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)’s softphone and features. Some features may differ depending on what features your telephony provider offers. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> To enable reps to [help customers on the phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&type=5&language=en_US), teach them how to: - Answer inbound calls and make outbound calls using the Phone tab in the Omni-Channel utility - Add a caller to a conversation - Transfer a call to another rep or a queue - Honor customer privacy when recording calls - Listen to and collaborate on call recordings - Link calls with customer contact records - Report on your contact center #### See Also - [Help Customers on the Phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&release=264.0.0&type=5 "Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads.") <!-- document id=169bc7eb0bb846115b908c98c7f19ddbe53995f5619ca6bed00b82089061b230 url=/admin/current/en-us/service/264-0-0/case_training.md --> # Training Service Reps to Work with Cases To help your support team manage cases efficiently, make sure they know how to complete these key tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Creating Cases Show users how to create cases from the Cases tab or the Cases related list on a contact. Clicking New from the Cases related list on a contact automatically references that contact on the new case. ## Viewing Cases in List Views Users can view their open cases using list views on the Cases tab. Use the standard list views if you don’t need a customized list view. For example, My Open Cases displays a quick list of all the open cases assigned to you. ## Viewing Case Queues Salesforce creates a list view for each case queue you create, using the queue name for the list view. Show members of the queue how to view the contents of the queue by clicking the Cases tab and choosing the appropriate list view. The case queue is the owner of the queue until a member takes ownership of it. ## Setting Case Status If you created custom values for the case Status field, educate users on each status and the life-cycle of a case using these values. ## Closing Cases Show users how to close cases and include best practices for internal comments and solution information if you have included that in your page layout. ## Changing Case Ownership Show users how to assume ownership of a case in a queue. Typically, this is done by selecting a queue list view from the Cases tab, selecting one or more cases, and clicking Accept. To change the owner of a case, users can update the Case Owner field and select a user or queue to own it. #### See Also - [Manage and Work with Cases](https://help.salesforce.com/s/articleView?id=service.support_agents_intro.htm&release=264.0.0&type=5 "To keep customers happy, learn how to manage and work with cases. After a case is opened, you update the customer and case details, then you ultimately close and resolve the customer issue.") <!-- document id=55d525fb33442e6b7a89a6fdc462296a3da1be6118f0b4498c4f249179616085 url=/admin/current/en-us/service/264-0-0/afcc_sv_transfer_call.md --> # Transfer a Call Transfer calls to another rep or queue so customers are connected to the right person who can help. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54293e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54293e72 ">To make transfers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54293e72 "> <p>Agentforce Contact Center Rep (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> - **[Make a Blind Transfer](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_call.htm&release=264.0.0&type=5)** Transfer a call to another contact center rep, queue, or flow without giving context to the next rep. - **[Make a Warm Transfer](https://help.salesforce.com/s/articleView?id=service.afcc_sv_transfer_call.htm&release=264.0.0&type=5)** Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call. ## Make a Blind Transfer Transfer a call to another contact center rep, queue, or flow without giving context to the next rep. 1. While on a call, to immediately transfer the call without waiting for the next rep to join the call, click **Blind Transfer**. 2. Select another rep or queue and click **Call**. By default, the list shows only the available reps who can accept the call. To see all reps, change the filter to **Agent(All)**. ## Make a Warm Transfer Transfer a call to another contact center rep, queue, or flow. Discuss the situation with another rep before connecting them with the customer, and then leave the call. 1. While on a call, click **New Call**. 2. To add another rep to the call, enter a rep or queue name or scroll through the list of transfer destinations to see who’s available. 3. Select a destination and then click **Call**. By default, the list shows only the available reps who can accept the call. To see all reps, change the filter to **Agent(All)**.After the second rep is connected, the **Merge** button is displayed on the Phone tab in the Omni-Channel utility. 4. Share necessary information with the second rep before combining the calls. 5. To swap between calls, resume the call with the customer. This puts the second rep on hold. To swap back, resume the call with the second rep. ![Click Resume in the call controls to resume conversation with the customer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_warmtransfer_resume.png) 6. To combine both calls into a single call, click Merge. Continue the call as needed with three participants. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Reps can’t mute or remove the customer in a call group. 7. To complete the warm transfer and exit the call, click **Leave Call**. You’re disconnected, but the call continues with the remaining participants. 8. To become available for new calls, close the voice call tab or click **All Done** in the After Conversation Work (ACW) component. <!-- document id=8360eb9b952e28e6d58e8e9de3fc915ea913600a65953cacc1c9a44988803c73 url=/admin/current/en-us/service/264-0-0/afcc_sv_transfer_to_external_contact.md --> # Transfer a Call to Someone Outsider Your Company Make a warm transfer to a person outside your company, like a partner or vendor. Talk to the external contact before you bring in your caller, without losing your connection to the caller. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12266e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12266e66 ">To transfer a call to an external number:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12266e66 "> <p style="margin-bottom:0;">Agentforce Contact Center Rep (Salesforce Voice) permission set.</p> </td> </tr> </tbody> </table> 1. While on a call, click **New Call**. 2. Click **Keypad** and enter the number you want to call. 3. Click **Call**. The caller is placed on hold. 4. To add the external contact to the call, click **Merge**. You, the caller, and the external contact are now on the call. 5. To complete the transfer, click **Leave**. The caller and external contact remain on the call. ![Omni-Channel Phone tab showing a call group with two connected participants and the Leave button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_transfer_external_contact_leave.png) <!-- document id=f6cfd8c6027fbd83558211272c7c22ad866558eb60c5a53aaff082374d8eb724 url=/admin/current/en-us/service/264-0-0/cti_transfercall.md --> # Transfer a Call Using the Softphone Transfer a call to another call center user or to an external phone number. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33432e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33432e55 ">To transfer a call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33432e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To transfer a call to another call center user or to an external phone number: 1. Attach any relevant Salesforce records to the call that you want to transfer. For example, if you created a case for the call, save it, and make sure that it is selected in one of the Related To fields of the current call log. This action ensures that the user to whom you are transferring the call has access to the case in his or her softphone. 2. Click **Transfer** in the softphone line that you want to transfer. You remain on the line with your first caller and a new dial pad becomes active. 3. Use the dial pad, your keyboard, or the call center directory to enter the phone number of the person to whom the call is transferred. 4. Click **Initiate Transfer**. Your first caller is automatically put on hold while you are on the call with the destination number. If a number you dial is busy, a message appears and you can dial again or cancel the call. 5. When you are ready to transfer your first caller to the destination number, click **Complete Transfer**. If you no longer want to transfer the call, click **Cancel Transfer**. When you complete a transfer, your line is immediately freed and you return to the Ready for Calls state. #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Wrap Up a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_wrappingup.htm&release=264.0.0&type=5 "End a call in Salesforce CRM Call Center.") - [Create Call Logs in the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_quicklogs.htm&release=264.0.0&type=5 "Every external call that you make or receive with a softphone automatically generates a call log activity record. You can view the call logs in the Activity History related list of any Salesforce record that is associated with the call or by running a report.") <!-- document id=c0f41193e1b752793598a8c2051f7b6026cb54cd8d7d1bd462c68b4d6a60588a url=/admin/current/en-us/service/264-0-0/livemessage_agent_transfer_session.md --> # Transfer a Messaging Session Increase your capacity to accept incoming messaging sessions by transferring an existing messaging session. Service reps can transfer a messaging session to another qualified service rep, queue, or routing flow. Service reps in a partner contact center can also transfer to contacts external to your Salesforce organization if routing is controlled by a partner vendor. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_agent_transfer_session__d619e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_transfer_session__d619e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d120240e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To transfer enhanced messaging sessions to flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">Run Flows</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To receive transferred messaging sessions or end your own messaging sessions in Enhanced Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 "> <p>Enhanced Chat User permission set license</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Enhanced Chat Rep user permission</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 ">To receive transferred messaging sessions or end your own messaging sessions in enhanced messaging channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d120240e98 "> <p>Messaging User permission set license</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Messaging Agent user permission</p> </td> </tr> </tbody> </table> So that you can transfer sessions to other service reps, make sure that your admin has selected **Enable Skills-Based and Direct-to-Agent Routing** on the Omni-Channel Settings page in Setup. 1. In an active messaging session, click the transfer icon in the lower-left corner of the Conversation component. 2. Select a recipient type: Agent, Queue, or Flow, or Others (Bring Your Own Channel for CCaaS only). Only service reps (agents) who are online with a Messaging presence status appear in the list. ![Transfer window showing a list of available agents and flows](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_transfer.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip The Agent list shows only service reps who are online with a Messaging presence status and who have the Messaging User or Messaging for In-App and Web User permission set license. You can see each service rep's capacity percentage, including those at full capacity. The Queue list shows each queue’s estimated wait time, but no wait time is shown unless service reps accepted at least 10 messaging requests in the queue in the last 10 minutes. The Others list shows contacts external to your Salesforce organization. Others is an option for Bring Your Own Channel for CCaaS if routing is controlled by a partner vendor. 3. Select a recipient and click **Transfer**. 4. When the selected service rep accepts the transfer, the original rep is removed from the conversation and their tab closes automatically. After a service rep clicks **Transfer**, the transfer can’t be canceled. Service reps can’t decline transfers, even if the option to let service reps decline work requests is selected in your Omni-Channel presence configuration settings. If a service rep is at 100% capacity and a session is transferred to them, the session enters a waiting state in which the original service rep is removed. The transfer completes when the recipient service rep is available to accept it. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To get help from a supervisor during an active messaging session, click the flag icon and enter your message. You and your supervisor can exchange messages that aren’t visible to the customer. These messages appear in the conversation transcript. #### See Also - [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US) - [_Salesforce Help:_ Customize Messaging Transfer and Conference Destinations for Service Reps](https://help.salesforce.com/s/articleView?id=service.messaging_agent_transfer_destinations.htm&release=264.0.0&type=5 "Reduce long transfer or conferencing destination lists when service reps just need to deliver a session to the right place quickly. Choose whether to show all profiles, queues, and flows, or just show some.") <!-- document id=81e414d484e321d6fe7acf25b1d282be636360395c4303627387a12b7daf3764 url=/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_transfer_to_skill_set.md --> # Transfer a Work Item to a Different Skill Set You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33005e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33005e57 ">To transfer work items to a different skill:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33005e57 ">Skills-based routing must be enabled and set up in your org</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Although you can transfer work to a different skill set with both Standard and Enhanced Omni-Channel, this topic is explicitly for Standard Omni-Channel. To transfer work with Enhanced Omni-Channel, see [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US). When a service rep opens the transfer dialog and searches for skills, the search process looks for matching skills. The search results show matching skills from only the first 2,000 skills that were created. Work items are transferred to a service rep who has the required skills. When a work item is transferred, the status changes to Transferred. If no service rep with the required skills is available, the work item isn’t assigned and is shown in the [Skills Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&release=264.0.0&type=5 "See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org.") in Command Center for Service. When a service rep with the required skills becomes available, Omni-Channel routes the work to that service rep. For chat, if no service reps have the skills or service reps with the required skills are busy or at capacity, then the request is canceled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service reps using Salesforce Classic can accept work items that are transferred to skills, but they can’t transfer work items to skills. The transfer icon doesn’t appear in Enhanced Omni-Channel. You can create a similar result by adding an action on the appropriate record page, an action that executes a screen flow to route skills to appropriate targets. 1. Click the transfer icon. The transfer dialog is displayed. The transfer dialog shows the skills that are already attached to the work item. 2. Search for the skill that the work item needs. 3. To add the skill to the work item, select the skill. You can add several skills to the work item. For example, you could select billing and Spanish for a case that needs a Spanish-speaking service rep who’s knowledgeable about your company’s billing practices. First, search for the “billing” skill and add it. Next, search for “Spanish” and add it, and so on. 4. Click **Transfer**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For skills-based routed chats, the **Transfer** icon is on the work item on the My Work tab in the Omni-Channel component. #### See Also - [Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_omni_amazon_enable_voice_call_transfers.htm) - [Enable Voice Call Transfers Using Omni-Channel Flows and Partner Telephony](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_omni_enable_voice_call_transfers.htm) - [Skills-Based Routing Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5 "Before you implement skills-based routing, review its limitations.") <!-- document id=24f76092d4892db27f794040c285c63926edde8361bafc66cef9b5d83fb112e1 url=/admin/current/en-us/service/264-0-0/bots_service_transfer_bot_conversations.md --> # Transfer Bot Conversations Einstein Bots are team players. They’re great at passing conversations to the team member that is most likely to solve a customer issue. Whether you program your bot to transfer to a service rep or to another bot, the following steps show you the best way to set up bot conversation transfers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d54572e66">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54572e66 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54572e66 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ## Use the Transfer to Agent System Dialog to Transfer Conversations You can transfer conversations to a service rep in the queue attached to the deployment or connection defined on the Overview page by pointing to the Transfer to Agent dialog. Select **Transfer to an agent** in the Next Step section. If you set any other transfer dialog steps, the bot ignores the Next Step and uses the dialog step instructions instead. ![Use Next Step to transfer to a service rep or queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_next_step_transfer.png) ## Use a Dialog Rule Step to Transfer Conversations You can also use Rule dialog steps to transfer conversations to a specific queue or to another bot. - **[Transfer Bot Conversations to a Queue](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_queue.htm&release=264.0.0&type=5)** You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog. - **[Transfer Bot Conversations to Another Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_bot.htm&release=264.0.0&type=5)** Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot. - **[Use Skills-Based Routing to Transfer Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_skills.htm&release=264.0.0&type=5)** Increase customer satisfaction with skills-based service rep routing and bots. Now you can route work items to service reps that can best serve customer needs based on skills like language or technical expertise. Skills-based routing makes bots the first point of customer contact. The bot identifies the required skills then transfers the customer to the next available service rep that matches their needs. Skills-based routing works the same across all channels. <!-- document id=ac5bfae0b85b9c7eae1936fe2e839782a5a3fc7aae2b8a4f6de1e95249d22bf4 url=/admin/current/en-us/service/264-0-0/bots_service_transfer_queue.md --> # Transfer Bot Conversations to a Queue You can route bot conversations to a queue of service reps by using Rule dialog steps. And you can help customers who initiate a transfer when service reps are offline with the No Available Agents dialog. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9699e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9699e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9699e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> To transfer a conversation to a queue, create an ID variable to define the destination queue. Then use a Rule dialog step with the same queue ID variable to initiate the transfer. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Bot-to-Queue transfers count as two conversations. After the transfer, service reps can’t transfer conversations back to a bot. 1. Create an ID variable to define the destination queue. 1. In the Bot Builder menu, select **Variables** and click **New**. 2. For the Data Type, select **ID**. For the SObject Type, select **Queue**. 3. Click **Save**. ![Create a variable to set your transfer ID.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_queue_variable.png) 2. From the Dialog Component Library, drag the **Set Routing Type** rule step onto the canvas. 3. In the Step Properties panel, in the Route Type field, select **Queue**. In the Route Source field, select the queue that you want to transfer to. In the Destination Variable field, select the ID variable that you created. 4. Click **Add Rule Action**. 5. In the Rule Action field, select **Transfer**. In the Destination Variable field, select the ID variable set in the previous step. ![Set a rule action to transfer the conversation to a queue.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_queue_rule_action.png) 6. Save the dialog. Resolving Transfer Issues with the No Available Agents System Dialog In Chat, if a transfer is started, the bot follows this process to identify the destination of the conversation: - The bot first checks for service rep capacity. If a service rep is available to take the chat, the bot transfers to the service rep. - If all service reps are at capacity, the bot reviews the settings of the Chat Button record assigned to the bot to identify the queue size. The bot reviews the queue size only if Enable Queue is checked, and uses the Overall Queue Size or the Queue Size Per Agent to identify the size. You can identify the Chat Button assigned to the bot by visiting the Deployments section of the Bot Overview page. - If there’s room to wait in the queue defined by the Chat Button, the session gets added to the queue and a message is sent to the customer to let them know they’re on hold. - If there’s no room to wait in the queue, the bot moves to the No Agent system dialog. If you don’t see the No Agent dialog by default, you can assign a dialog to the No Agent functionality by selecting Set as No Available Agents in the dialog dropdown. ![An image of the No Agent system dialog in newer bots.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_no_agent.png) ![Set a No Agent dialog for older bots.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_set_no_agent.png) Bot Behavior in Messaging In Messaging, the bot checks service rep availability by using the business hours in the Messaging Settings. If the transfer is attempted outside of the set business hours, the bot moves to the No Agent dialog. To set business hours, see [Modify Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&type=5&language=en_US). Bots using Messaging without a No Available Agents dialog defined attempt to transfer the conversation. If no service reps are available, the bot ends the conversation without notifying the customer. We recommend assigning a No Agent dialog and including a message informing the customer that the conversation has ended. - **[Track Transfer Status and Agent Availability](https://help.salesforce.com/s/articleView?id=service.bots_service_track_transfer_status_and_agent_availability.htm&release=264.0.0&type=5)** You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box. <!-- document id=897cae030ed604185c94c4c60bb6b8ba996fb0169115130752b207f0b25b7ed0 url=/admin/current/en-us/service/264-0-0/bots_service_transfer_bot.md --> # Transfer Bot Conversations to Another Bot Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18558e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18558e55 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18558e55 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Bot-to-bot transfers between standard and enhanced bots aren’t supported. Both bots in a bot-to-bot transfer must be of the same type. When you create multiple bots, you can transfer conversations from one bot to another. Some businesses build bots based on function. For example, one bot starts the interaction and then transfers the conversation to a sales or service bot based on customer input. Other businesses build bots based on customer location or language. When a bot transfers the conversation to another bot, each conversation is counted as a unique conversation. To transfer a conversation to another bot, start with two bots: the source bot and the destination bot. Create an ID variable to define the destination bot. Then use a Rule dialog step with the same bot ID variable to initiate the transfer. 1. Create an ID variable to define the destination bot. 1. In the Bot Builder menu, select **Variables**. 2. Click **New**. 3. For the Data Type, select **ID**. For the SObject Type, select **Bot**. 4. Click **Save**. 2. From the Dialog Component Library, drag the **Set Routing Type** onto the canvas. 3. In the Step Properties panel, in the Route Type field, select **Bot**. In the Route Source field, select the destination bot. In the Destination Variable field, select the ID variable that you created. 4. Click **Add Rule Action**. 5. In the Rule Action field, select **Transfer**. In the Destination Variable field, select the ID variable set in the previous step. 6. Save the dialog. ![Set a rule action to transfer the conversation to a bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_bot_rule_action.png) <!-- document id=9fc5eafeacc7fb0154a158ab6c0b6400bd062a961cd2b2d60c731c8f0528ad48 url=/admin/current/en-us/service/264-0-0/live_agent_transfer_chat_requests.md --> # Transfer Chats You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40599e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40599e59 ">To chat with visitors in the Salesforce console: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40599e59 ">Chat is enabled, set up, and included in a Salesforce console app</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). 1. While chatting with a customer, click **Transfer**. ![Chat Window with Transfer Icon Highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/200_LAtransfer-start.png) 2. Select a transfer option from one of the menus. ![Chat Transfer Overlay](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/200_LAtransferoverlay-full.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note There are options for each type of transfer that’s enabled for your Salesforce org. If you don’t see the option you need, ask your administrator to add it for you. 3. (Optional) Write a message for the agent receiving the chat. This message is part of the chat request to provide context for the next agent. ![Chat Transfer Overlay with Fields Entered](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/200_LAtransferoverlay-entered.png) 4. If the transfer is accepted, your chat and any associated records automatically close (don’t worry, you’ll be prompted to save your changes if you haven’t already). If it’s rejected, you can try again with another recipient or transfer method. <!-- document id=d7097edeae337d970bbee645258f242531acca22f8594d87505ef601bfebd3d9 url=/admin/current/en-us/service/264-0-0/live_agent_transfer_chat_about.md --> # Transfer Chats to an Agent, Skill, or Button Chats can be transferred to another agent, skill, or button so your customers always receive the highest-quality help from the most relevant sources. This information applies to chats routed with Live Agent routing only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Just as you forward an email or pass a case to another agent, you can transfer a chat. Transferring is useful when a customer has an issue that another agent can solve, or requires an agent with a particular skill. How the chat gets to the next agent depends on the kind of transfer you use. There are three types of transfers: Transfer to Agent, Transfer to Skill, and Transfer to Button. To ensure that your customers get help as quickly as possible, certain chat transfer types can exceed agents’ configured capacity. You can set agent capacity through the Chat Configuration. If your organization uses Omni-Channel, you can set agent capacity through the Presence Configuration. | Type of Transfer | Scenario | Method of Transfer | Can Exceed Configured Agent Capacity? | | --- | --- | --- | --- | | Transfer to Agent | You want to transfer the chat to Agent Jane, because she’s the perfect fit for the case. | A chat request is sent to Agent Jane. If she accepts the request, the chat is transferred to her, and your chat workspace closes. | Yes | | Transfer to Skill | You want to forward the chat to an agent who has the skill “billing specialist.” | A chat request is sent to all agents assigned to the skill, and the chat is transferred to the first agent to accept it. | Yes | | Transfer to Button | You want to transfer a chat from the sales queue to the service queue. | The chat is transferred to an available agent assigned to the selected button or queue. | No | When chats are transferred directly to an agent or skill group, the transferred chats are allowed to exceed the accepting agent’s capacity. As a result, agents always receive a chat request, even if they’re handling the maximum allowed number of chats. If the transfer request is rejected or times out, the original agent can try another recipient or transfer method. If an agent selects **User** = All Users with Skill, then the chat transfer request is broadcast to all agents who are available who have that skill. As a result, multiple agents can hear the incoming chat notification for a few seconds. If an agent immediately accepts the chat transfer or has auto-accept enabled, the request is no longer shown to the other agents but the agents might continue to hear the notification sound for a few seconds. Chats routed from buttons or queues always respect the configured agent capacity. So, agents assigned to that button or queue don’t receive the transfer request—or any other chat requests—until they have open capacity. But don’t worry: customers still won’t get stuck waiting for another agent. When a chat is sent to the next queue, it’s added into the list of incoming chats by its age, so it will appear higher up than brand-new chat requests. When an agent accepts a transferred chat, the records attached to the chat transcript, like a case or contact, open alongside the chat in the workspace. The accepting agent has the information to start assisting the customer right away, without having to search for related records. These records are also up-to-date, because the previous agent is prompted to save any changes when the transfer is initiated. When an agent accepts a transferred chat, only the chat is transferred to the agent. Ownership of related records, such as a case, aren't transferred to the agent. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If the accepting agent doesn’t have permissions to view one or more of the attached objects, those items won’t open in the transferred workspace. - **[Transfer Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_transfer_chat_requests.htm&release=264.0.0&type=5)** You can transfer chat sessions to other agents when a customer needs extra help with an issue, or to make room for new requests. - **[Send a Chat Conferencing Request](https://help.salesforce.com/s/articleView?id=service.live_agent_conference_in_chats.htm&release=264.0.0&type=5)** As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. Chat conferencing lets you invite one or more agents into your customer chats. That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat. <!-- document id=90ac18f0891ac335bcf217c436239dbc19a03d4b968da750a6d4a0c67130cba2 url=/admin/current/en-us/service/264-0-0/bots_service_asa_transfer_conversation.md --> # Transfer Conversations from an Enhanced Bot to an Agentforce Service Agent Transfer conversations from an enhanced bot to an AI agent with an Omni-Channel flow. You can save time and resources by routing customers to the point of contact that fits their use case best—whether that’s a simple self-service bot, AI agent, or service rep. For example, an Einstein bot can greet customers, resolve common inquiries, verify customer information, and filter spam messages. When a customer’s intent is complex, sensitive, or requires more personalization, the bot can transfer the conversation to an Agentforce Service agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d98963e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98963e84 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98963e84 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98963e84 ">To build and manage Agentforce Service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98963e84 "> <p>Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default Admin</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> 1. Create an Omni-Channel flow that transfers a messaging session to an AI agent. 1. [Create an Omni-Channel flow from scratch](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&type=5&language=en_US). 2. Add a Route Work action immediately before the end of the flow. Give the action a descriptive label, such as Transfer to AI Agent. 3. Under Set Input Values, complete the required fields. For Record ID, select **New Resource** and then create a variable called RecordId with the data type Text that’s available for input. For Service Channel, select **Messaging**. For Route To, select **Agentforce Service Agent** and then your agent’s name. If Agentforce Service Agent or the agent’s name don’t appear in the Route To options, activate your agent, refresh Flow Builder, and try again. 4. Save and activate the flow. All active Omni-Channel flows that route conversations to your agent with the Route Work flow action appear in the Inbound Omni-Channel Flows section of the agent’s Details page. 2. Create a bot dialog that transfers the messaging session with the Omni-Channel flow that you created. 1. Open your bot in Bot Builder. If your bot is active, deactivate it. 2. From the menu, select **Dialog**. 3. [Add a dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_new_dialog.htm&type=5&language=en_US) and give it a descriptive label, such as Transfer to AI Agent. 4. From the Dialog Component Library, drag the Set Routing Type action onto the canvas. In the Step Properties panel, complete the required fields. For Route Type, select **Omni-Channe**. For Route Source, select the Omni-Channel flow that you created. For Destination Variable, select **New Id Variable** and then create an ID variable with a descriptive name, such as AI Agent. If your Omni-Channel flow doesn’t appear in the Route Source options, activate your flow, refresh Bot Builder, and try again. 5. Click **Add Rule Action**. For the Rule Action field, select **Transfer**. For Destination Variable, select the ID variable that you created. 6. Save the dialog and activate your bot. <!-- document id=00fe1c85a8cacc1d08d8a52c7b7cf1227c45f72e4e59d30c05d9fd0b9f92ea3c url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_route_transfer.md --> # Transfer Conversations with the Set Routing Type Dialog Step Use the Set Routing Type dialog step to route enhanced bot conversations to a different outbound Omni-Channel flow than the default outbound Omni-Channel flow. To route conversations from the Transfer to Agent dialog or the Transfer to Agent Next Step, use the Outbound Omni-Channel Flow setting instead. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d77475e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d77475e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d77475e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To use direct transfer to another enhanced bot instead of Omni-Channel Flow, follow the [Standard Bot steps for bot-to-bot transfers](https://help.salesforce.com/s/articleView?id=service.bots_service_transfer_bot.htm&release=264.0.0&type=5 "Create custom solutions in your org by adopting a multi-bot strategy. Use dialog Rule steps to transfer bot conversations to another bot."). Direct bot-to-bot transfers from enhanced to standard bots aren’t supported. Before you begin, in Flow Builder, create an Omni-Channel flow for your transfer use case. - [Route Conversations to an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&release=264.0.0&type=5 "Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.") - [Omni-Channel Flow: Route Conversations to Queues](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_queues.htm&type=5&language=en_US) - [Omni-Channel Flow: Route Conversations to a Specific Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_specific_agent.htm&type=5&language=en_US) - [Omni-Channel Flow: Route Conversations Using Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&type=5&language=en_US) After you create your Omni-Channel flow, navigate to the Bot Builder to set up a transfer using your flow. To transfer conversations, use the Transfer rule action. If you transfer conversations using the End Chat action, then messaging sessions are ended. 1. Create an ID variable to define the destination Omni-Channel flow. 1. In the Bot Builder menu, select **Variables** and click **New**. 2. For the Data Type, select **ID**. For the SObject Type, select **Omni-Channel Flow**. 3. Save your changes. ![The New Variable form with all fields completed to define a destination Omni-Channel flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_flow_variable.png) 2. In a dialog, add a Set Routing Type dialog step with the same flow ID variable to initiate the transfer. 1. In the Bot Builder, navigate to the dialog you want to transfer from. Then from the Dialog Component Library, drag the **Set Routing Type** dialog step onto the canvas. 2. In the Step Properties panel, complete these fields: | Field | Input | | --- | --- | | Route Type | Select **Omni-Channel Flow**. | | Route Destination | Select the Omni-Channel flow to use to transfer the conversation. | | Destination Variable | Select the ID variable that you created. | 3. Click **Add Rule Action**. 4. In the Rule Action field, select **Transfer**. In the Destination Variable field, select the ID variable set in the previous step to point to your Omni-Channel flow. ![A Set Routing Type dialog step configured to transfer to an Omni-Channel flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_flow_action.png) 5. Save the dialog. All conversations that aren’t routed go to the No Agent Available dialog. <!-- document id=02296b7373f486401e2b844c8ef9ce9dfa93c8dd84da7bb2f288a66ec7e719d4 url=/admin/current/en-us/service/264-0-0/it_srvcs_embedded_msgng_transfer_reps.md --> # Transfer Enhanced Chat Conversations to IT Support Reps Configure the IT Service Employee agent to transfer escalated Enhanced Chat conversations to the messaging queue for IT support reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36762e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">To create, edit, and activate flows:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">Manage Flow</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 ">To build and manage Employee agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36762e74 "> <p>Manage AI Agents</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Complete the [automated Enhanced Chat setup](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_sf_go_steps.htm&release=264.0.0&type=5 "Salesforce Go simplifies the Enhanced Chat setup by automating multiple steps, from configuring Omni-Channel to routing chats to the IT Service Employee agent."). The automation creates the employee agent, the inbound Omni-Channel flow, the messaging channel, the routing configuration, and the **IT Employee Agent Messaging Queue**. Complete the IT support rep steps in [Give Users Access to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msgng_permissions.htm&release=264.0.0&type=5 "Give employees access to the IT Service Employee Agent and prepare IT support reps to receive Enhanced Chat conversations transferred from the agent.") to add them to the **IT Employee Agent Messaging Queue**. To transfer conversations from the IT Service Employee agent to an IT support rep, configure an outbound Omni-Channel flow that routes work to the **IT Employee Agent Messaging Queue**. See [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&type=5&language=en_US). <!-- document id=10ea98624318d71ade037d7b620e9081ea3e25681c5aa7166aceeab9f3fe27e0 url=/admin/current/en-us/service/264-0-0/live_agent_transfer_files.md --> # Transfer Files During a Chat Give customers the ability to upload and transfer files during a chat so they can easily share more information about their issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12433e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">To use the Salesforce console:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 "> <p>Chat is enabled and set up</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Chat is set up in a Salesforce console app</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">To transfer a file during a chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12433e55 ">Edit on the object</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). For example, if a customer encounters an error when trying to complete a process, they can upload and transfer a screenshot of the error message to the agent. Before a customer can upload a file, you must associate the chat with a record, such as a case or a contact. Because the chat transcript isn't created until you end the chat, you can't attach a customer’s file directly to the transcript during the chat. The file size can’t exceed 5 MB. Salesforce enforces a limit on the amount of chat file upload requests are handled within a 24 hour window. This limit is 5,000 requests and is currently a hard limit that cannot be increased. Once this limit is hit, agents will notice error messages when requesting a file transfer from a visitor. After the 24-hour period has concluded, the limit is reset and file transfers can resume again. 1. Click ![Attach Files Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_attach_icon.png) to search for or create a record to attach to the chat. 2. Click the file transfer icon (![File Transfer Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/chat/live_agent_transfer_files_icon.png)). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note A customer can’t upload a file until you initiate the file transfer by clicking the file transfer icon. This restriction helps prevent customers from uploading unsolicited or potentially dangerous files into the chat. 3. Select the record you chose in the first step to attach the transferred file to. The customer receives a prompt to upload their file to the chat window. 4. When the customer has sent the file through the chat, click the link in the chat log to view the file. <!-- document id=d792cfcfcf0a19abe27eb50ad5f90be5d103a6c218f3495d8aa172daa2e1dfbc url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_transfer_hw.md --> # Transfer Hardware Between Stockrooms Transfer hardware between stockrooms by using product transfers to keep inventory counts accurate. Product transfers maintain data integrity by moving assets between locations with the same usage type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103239e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103239e74 ">To manage product transfers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103239e74 ">Hardware Asset Management - Inventory Manager</td> </tr> </tbody> </table> - Make sure that both the source and destination locations share the same **Location Usage Type**, such as Asset based. The system blocks transfers between locations with different usage types to maintain data integrity. - Make sure that you haven't linked the hardware to an active fulfillment order or service request. 1. From the **App Launcher**, find and select **IT Hardware Asset Management**. 2. Select **Product Transfers**. 3. Select **New**. 4. Enter the transfer details: - **Source Location**: Select the stockroom that the hardware is leaving. - **Destination Location**: Select the stockroom receiving the hardware. 5. Add the specific hardware to the transfer: 1. Go to the **Related** tab and select **New** in the **Product Transfer Line Items** related list. 2. Select the **Product** and specify the **Quantity**. 3. Link the specific **Asset** record to the line item. 6. When you're ready to move the hardware, change the **Status** of the **Product Transfer** to **Sent**. - The asset's **Status** automatically updates to **In Transit**. - The **Quantity In Transit** field on the source product item increments, while **Quantity On Hand** remains unchanged at the source until you complete the transfer. 7. After the hardware arrives at the destination stockroom, open the **Product Transfer** record and select **Mark as Received**. - The asset's **Status** automatically updates to **Available** at the new location. - Inventory decrements from the source location and **Quantity On Hand** increments at the destination location. The **Asset Activity** timeline on the asset record permanently logs the move, providing a complete audit trail of the hardware's location history. <!-- document id=aa53a42206c053c2a5fa2e81aaaef29e98b6b6772d8f8c71b8894be26a99288a url=/admin/current/en-us/service/264-0-0/fs_create_product_transfers.md --> # Transfer Inventory in Field Service To fulfill a product request, create a product transfer. Product transfers track the movement of inventory from one field service location to another. The inventory numbers at your storage locations update automatically to reflect transfers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55300e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55300e72 ">To create product transfers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55300e72 ">Create on product transfers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55300e72 ">To mark product transfers received:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55300e72 ">Edit on product items</td> </tr> </tbody> </table> Create one product transfer for each product request line item so that you can track the status of each part. The Product Transfers related list on a product request shows all product transfers associated with the request’s line items. Product request line items have their own Product Transfers related list. Typically, you create product transfers in response to a product request. You also can create a series of product transfers to track the initial stocking of a new mobile worker's service vehicle. 1. From the Product Transfers tab or the Product Transfers related list on a product request, product request line item, product item, location, or shipment, click **New**. 2. Enter a source product item or product. If you're transferring the parts from a location within your inventory such as a warehouse, enter a source product item. The source product item shows where the parts are being transferred from and updates the quantity at the source location. For example, to transfer five hammers from Warehouse A to Warehouse B, select the product item record that tracks the hammers stored at Warehouse A. If you're transferring products from outside your inventory, such as from a manufacturer, enter a product name. 3. Enter the quantity to transfer and the Quantity Unit of Measure. Quantity Unit of Measure picklist values are inherited from the Quantity Unit of Measure field on products. 4. If it’s not already populated, enter the related product request line item. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Set the status of the related product request line item to Received to indicate that the request is being processed. 5. Use the lookup field to select the shipment that includes the product items' transfer. 6. Enter the destination, and if applicable, the source location. 7. Enter the expected pickup date. 8. Add a description. 9. After the transferred parts are received, select **Received** and update these fields: **Received By**, **Quantity Received**, and **Status**. After you mark a product transfer received, you can’t undo it. 10. Save your changes. When a product transfer is marked received, several records are updated or created to keep your inventory numbers accurate. To learn more, see [Guidelines for Transferring Inventory](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&release=264.0.0&type=5 "Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records."). - **[Transfer Serialized Inventory](https://help.salesforce.com/s/articleView?id=service.fs_send_serialized_inventory.htm&release=264.0.0&type=5)** Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work. - **[Inventory Transfers in the Mobile App](https://help.salesforce.com/s/articleView?id=service.fs_create_product_transfers_mobile.htm&release=264.0.0&type=5)** With a few taps, mobile workers can update product transfers in the app. Before you can use product requests to transfer inventory, make sure that service resources can access and receive product transfers in the Field Service mobile app. Product transfers track the movement of inventory from one field service location to another. - **[Guidelines for Transferring Inventory](https://help.salesforce.com/s/articleView?id=service.fs_product_transfers.htm&release=264.0.0&type=5)** Product transfers track inventory movement between locations in field service. Learn how manage inventories with product transfers, and how product transfers interact with other inventory management records. #### See Also - [Product Request and Transfer Fields](https://help.salesforce.com/s/articleView?id=service.fs_part_requests_fields.htm&release=264.0.0&type=5 "Product requests, product request line items, product transfers, and shipments have these fields. Some fields aren’t visible or editable depending on your page layout and field-level security settings.") <!-- document id=b1b6e225d3d94c33d63126a255d05d254804b5dd6baeadf73ac78b4dc369e725 url=/admin/current/en-us/service/264-0-0/fs_send_serialized_inventory.md --> # Transfer Serialized Inventory Transfer serialized products to optimize inventory costs and ensure technicians have the right parts for their work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d160652e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">To customize page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 "> <p>To view and create product transfers:</p> <p style="margin-bottom:0;">To create product transfers for products that support serial numbers:</p> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">Read and create on product transfers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">To send product transfers for products that support serial numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">Read on product items AND Read on serialized products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">To receive product transfers for products that support serial numbers:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">Read on product items AND Read on serialized products</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">To mark product transfers received:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d160652e69 ">Edit on product items</td> </tr> </tbody> </table> 1. Create and send a product transfer. 1. From the App Launcher, open **Product Transfers** and click **New**. 2. Enter the **Product Name**, **Quantity Sent**, **Source Location**, and **Destination Location**. 3. To select the **Source Product Item**, enter an exact or partial serial number. If you enter a partial number and press Enter, the Product Item Results page displays. Use the **Search** to enter an exact or partial serial number (SP-XX) or search by [Product Item Results Search](https://help.salesforce.com/s/articleView?id=service.fs_learn_serialized_products.htm&release=264.0.0&type=5). You can page through up to 50 results at a time. A maximum of 2,000 results are returned. 4. Click **Save** and the product transfer is saved. You’re prompted to add serialized products. If the product item is unavailable at the source location, no serialized products are displayed. To add serialized products to the product transfer later, click **Cancel**. To add serialized products later, on the Product Transfers page, select **Edit** on the product transfer that you want to update. 5. Select the serialized products that you want to send in the product transfer. 6. To send the product transfer, click **Add**. When the product transfer is sent, a serialized product transaction with a transaction type of Sent is created for each serialized product to track its status change. 2. Receive the product transfer. 1. From the Product Transfer details page, click **Receive Transfer**. 2. If the item is a Receive Only Product, on the Receive Product Transfer page select the serialized products that you want to receive and click **Next**. 3. If the item is a Receive Only Product, on the Receive Product Transfer page, select the serialized products that you want to receive, and click Next. 4. Update the Quantity Received and select Received. A serialized product transaction with the applicable transaction type is created for each serialized product to track its status change. 5. Save your work. - **[Manage Serialized Inventory V2](https://help.salesforce.com/s/articleView?id=service.fs_learn_serialized_products.htm&release=264.0.0&type=5)** With serialized products, you can create product transfers to track the movement of serialized inventory. You can create one product item record per item to record each item’s serial number on the product item record, and then track the item’s movement. <!-- document id=33ff807f11b5dc963b138398ac2694554c7c56368e57e64ed850d5cabdd7feb6 url=/admin/current/en-us/service/264-0-0/afcc_sv_transfer_external_number.md --> # Transfer to External Number in Agentforce Contact Center Transfer to External Number connects an inbound caller to an external number—a person or a system—directly from an Omni-Channel Flow and resumes the flow after the external leg ends. Route callers to a payment system, a remote rep, an interpreter, or a partner desk. Use per-participant Dual-Tone Multi-Frequency (DTMF) routing to keep sensitive keypad entries private from your reps. The flow stays in control of the interaction, so you can continue treatment, such as prompts, routing, or record updates, after the external party hangs up. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Transfer to External Number is an Omni-Channel flow action that dials an external destination and joins it to a live call. The destination can be a person, such as a remote rep, a partner desk, or a branch line. It can also be a system, such as a payment gateway or an interpreter service. When the external party hangs up, the flow resumes at the next node. You can continue the caller's journey with additional prompts, routing, or record updates. A rep can invoke the action with a warm transfer or a blind transfer to a flow. A flow can also invoke the action directly during inbound treatment, with no rep on the call—for example, from an Interactive Voice Response (IVR) menu option. Either way, the action gives you a declarative way to make an external destination a first-class step in the flow, instead of relying on a rep's softphone dial pad. ## How Transfer to External Number Works The action works the same way regardless of how it's triggered—dial the external number, join it to the call, and resume the flow when the external leg ends. What differs is who starts the transfer and whether a rep stays on the call. - **Warm transfer to a flow** - A rep on a live call transfers to an Omni-Channel Flow that runs Transfer to External Number. The customer goes on hold while the external party connects. The rep completes any setup on the external side and merges the call into a three-way conversation with the caller and the external party. The rep then removes the external participant, or waits for them to drop off, to resume with the customer. - **Blind transfer to a flow** - A rep on a live call makes a blind transfer to a flow. As with a blind transfer to a rep or queue, the rep drops off immediately, and the flow connects the customer directly to the external number. The rep can't rejoin the call. - **Flow-initiated, with no rep** - An inbound flow invokes the action directly during treatment, such as from an IVR menu selection, with no rep ever joining the call. The external number connects to the caller, and when the external party hangs up, the flow resumes at the next node. In every pattern, the flow—not the external leg—stays in control. Subsequent nodes, such as IVR prompts, routing actions, or record updates, run after the external party disconnects. ## Keep Sensitive Keypad Entries Private By default, every participant on the call—the caller, the rep, and the external party—can send and receive DTMF, or keypad, tones. Add sender-to-receiver rules to restrict that routing. After you add a rule, only the sender-to-receiver pairs you list can exchange tones. This per-participant control keeps sensitive workflows secure and compliant. For example, configure the flow so a caller enters payment card details directly into an external payment system, without the rep hearing the digits: set the caller and the rep as senders, and set the external system as the only receiver. Card data flows from the caller to the external system and skips the rep. This routing supports PCI compliance for payment capture. Your org's existing recording and transcription settings capture and transcribe the external leg automatically. The admin selects which of the org's numbers appears as the caller line identifier (CLI) on the outbound leg to the external party. ## Use Cases for Transfer to External Number Use Transfer to External Number to connect a caller to any external destination, control who hears the keypad, and resume the flow when the external leg ends. The use cases fall into three groups, based on who starts the transfer and what the external destination is. - Secure Payment Capture with Transfer to External Number - a rep makes a warm transfer to an external payment system, such as PCI Pal. DTMF routing masks the card details the customer enters, so the rep never sees or hears them. - Rep-Initiated Transfers to External Numbers - a rep makes a warm transfer or a blind transfer to an external destination. That destination can be a remote or home-based rep, an external specialist or partner desk, or a verification system that needs live caller input. - Flow-Initiated Transfers to External Numbers - an inbound flow connects the caller directly to an external destination, with no rep involved. For example, an IVR menu option might dial a branch location, an interpreter line, a third-party self-service system, or a partner desk. - **[Configure Transfers to External Numbers](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_external_transfer.htm&release=264.0.0&type=5)** Create a flow to transfer a call to a third party number. <!-- document id=85b261071a2b55320b3c99499374ee90f62216285c9e377dd07f2eae3f49212e url=/admin/current/en-us/service/264-0-0/voice_omni_unified_routing_transfer.md --> # Transfer Voice Calls with Omni-Channel Unified Routing Transfer voice calls from one rep to a rep, queue, or Omni-Channel flow. Transferring to a flow allows you to use complex business logic and skill-based criteria within the flow to determine the next transfer target. Use Salesforce for last-mile routing with Omni-Channel Unified Routing instead of routing calls with Amazon Connect. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103242e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103242e72 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103242e72 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103242e72 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103242e72 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Before you begin, [Configure Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_configure.htm&release=264.0.0&type=5 "Configure Omni-Channel Unified Routing for voice calls as part of contact center creation or incorporate it into your preexisting contact center. Omni-Channel Unified Routing uses Salesforce Omni-Channel as the routing engine. This means that you manage reps, queues, routing logic, rep statuses, and Command Center for Service directly in Salesforce. Use Amazon Connect to fulfill certain telephony requirements only.") for a contact center. For call transfers, your contact center must have a holding queue in Salesforce that’s mapped to a working queue in Amazon Connect. ## Configure Call Transfers with Omni-Channel Flows in Amazon Connect First, take the next steps to configure voice call transfers with Omni-Channel Unified Routing in Amazon Connect. 1. To go to the Amazon Connect Admin Dashboard associated with your contact center, navigate to the Contact Center Details section in Salesforce and click **Telephony Provider Settings**. 2. In Amazon Connect, select **Routing**, then **Flows**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note - New contact centers include access to Unified Routing sample flows directly in Amazon Connect. For preexisting contact centers, download JSON files from the [Sample Salesforce Voice flows](https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows) page in GitHub and import them into your Amazon Connect instance. Select Create flow to import instead of selecting a specific flow type. For instructions on how to import flows, see the [Import/export flows](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-import-export.html) page in the Amazon Connect Administrator Guide. After importing, make sure to update Invoke AWS Lambda function blocks by selecting a lambda that matches your contact center instance. - These instructions reference sample Amazon Connect flows for admins setting up Omni-Channel Unified Routing in a brand new contact center. For a contact center with preexisting flows, interpret the steps and referenced flows according to your current setup. 3. Edit the Sample SCV Transfer Flow For Omni Routing Transfers flow or your preexisting transfers flow according to your business needs. While Salesforce provides sample Amazon Connect flows as a reference, each organization usually adds unique business logic to their flow implementations. If you are updating an Amazon Connect flow to enable transfers with Omni-Channel Unified Routing, reference the example flow (Sample SCV Transfer Flow For Omni Routing Transfers) and keep these considerations and requirements in mind. ![Sample SCV Omni-Channel Subflow For Omni Routing Transfers with callouts on a Set routing criteria block, Invoke AWS Lambda function block, and Set working queue block](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_flow_considerations_transfer.png) 1. Include a **Set routing criteria** block (1) before the Invoke AWS Lambda function block that invokes the routeVoiceCall method. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you’re an existing Omni-Channel Unified Routing customer and you use the executeOmniFlow method to transfer to a rep or queue, we recommend migrating to the routeVoiceCall method. The routeVoiceCall method supports transfer to flow as well as transfer to rep and queue. ![Set routing criteria block with Set manually selected, Requirements lists a Requirement type of Predefined attribute and a Routing (True) >= 1 requirement and Expiration set to Never expire.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-set-routing-criteria.png) 2. The Invoke AWS Lambda function block should call the routeVoiceCall method for the InvokeTelephonyIntegrationAPIFunction for your contact center. The block should have a **Destination Key** of routingTarget set dynamically to a Namespace of **User-defined** and Key of transferTarget. We automatically populate the transfer target value based on the rep’s selected transfer target. ![Invoke AWS Lambda function block with two function input parameters. First has Destination Key methodName, Set manually selected, and Value of routeVoiceCall. Second has Destination Key of routingTarget, Set dynamically selected, Namespace is User defined, and Key is transferTarget](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_transfer_omni_routing_flow_considerations_routevoicecall.png) 3. To use the holding queue approach that we recommend, the **Set working queue** block (3) should be set **By Queue** manually to the working (holding) queue. ![Set working queue block with By queue selected, Set manually selected, and the holding queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni-unified-routing-config-set-working-queue.png) 4. Save your work and publish the flow. 5. In Amazon Connect, select **Routing** and then select **Quick connects**. 6. Select **Quick Connect for Omni-Channel Flow Transfers**. 7. In **Quick connect details**, under **Flows**, select the name of the Amazon Connect contact flow that you edited in Step 4: **Sample SCV Transfer Flow For Omni Routing Transfers**. ![For the Quick connect details, Type is Queue, Queue is BasicQueue, and the selected Flow is Sample SCV Transfer Flow For Omni Routing Transfers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_transfer_quick_connect.png) 8. To configure external phone numbers to show up as transfer targets so reps can transfer voice calls to external contacts outside of your Salesforce org, add a quick connect for each external phone number and add these to the queues. ## Finalize Call Transfers with Omni-Channel Flows in Salesforce Configure the final steps for voice call transfers with Omni-Channel Unified Routing in Salesforce. 1. From Setup, enter and select `Amazon Contact Centers`. Select your Amazon Connect Contact Center. 2. In the Contact Center Details section, in the **Quick Connect for Omni-Channel Flow Transfers** field select the **Quick Connect for Omni-Channel Flow Transfers** Amazon Connect quick connect. ![Select the Quick Connect for Omni-Channel Flow Transfers in the Contact Center details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omni_unified_routing_transfer_contact_center_quick_connect_selection.png) #### See Also - [_Amazon Connect Administrator Guide_: Create Quick Connects in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html) <!-- document id=f2f1c0b5bf306338e47304dc8abd9af488224a8a9980d96bd2413dd86f05985e url=/admin/current/en-us/service/264-0-0/pfs_enhanced_transition.md --> # Transition to Enhanced Scheduling and Optimization Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152397e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">To enable Field Service:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">To install the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">To assign a permission set license:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">Manage Users</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">To create a permission set:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">To enable Enhanced Scheduling and Optimization:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d152397e61 ">Customize Application</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To transition to Enhanced Scheduling and Optimization, make sure that you meet these requirements. - Field Service is enabled. - The latest version of the Salesforce Field Service managed package is installed. Before using the enhanced engine, we recommend that you review the [Considerations](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_considerations.htm&language=en_US) and [Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&language=en_US) for Enhanced Scheduling and Optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings. **Automatically Transition All Service Territories to Enhanced Scheduling and Optimization** Easily upgrade all service territories to use Enhanced Scheduling and Optimization with a guided flow (recommended) comprising readiness checks and links to Salesforce Help. Discover what configuration updates are required for your Salesforce org, get workarounds for unsupported features, and review the differences in behavior when using the enhanced engine. 1. In the Field Service Admin app, go to Field Service Settings. 2. Select Getting Started and then select the Home tab, or go directly to the Activation page under Optimization. 3. Click **Run Readiness Check**. To ensure accuracy, the readiness check considers only feature usage and configurations from the last 3 months. ![The Activation page under Optimization in Setup showing the Run Readiness Check button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_enhanced_transition.png) 4. Review the information and click to learn more in Salesforce Help. Only the steps relevant to your Salesforce org are shown. 5. Make the necessary configuration changes. Then, to see if you’re ready to transition, click **Rerun Readiness Check**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you ran the readiness check in the past and you’re revisiting this page, your previous results are shown. You must rerun the readiness check. 6. After you’ve made the required configuration changes and you’re ready to transition to the enhanced engine, enable Enhanced Scheduling and Optimization for all service territories. All the required settings are automatically enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you decide to turn off Enhanced Scheduling and Optimization, you need to manually disable it for each service territory. ![Field service settings page in Setup with Integration and Enhanced Scheduling and Optimization enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_enhanced_transition_results.png) **Manually Transition All or Selected Service Territories to Enhanced Scheduling and Optimization** Transition to Enhanced Scheduling and Optimization for all or selected territories. Configure your Salesforce org to transition smoothly to the enhanced engine. 1. To discover what configuration updates are required for your Salesforce org, get workarounds for unsupported features, and review the differences in behavior when using the enhanced engine, run the Readiness Check from the Field Service Admin app under Field Service Settings |Optimization | Activation. Don’t enable Enhanced Scheduling and Optimization from here because this enables the enhanced engine for all service territories. 2. To use the enhanced features, [enable Enhanced Scheduling and Optimization and Field Service Integration](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_enable.htm&type=5&language=en_US) in Setup under Field Service Settings. 3. [Create or update the required permission sets](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_setup_fs_integration_perm_set.htm&type=5&language=en_US) in the Field Service admin app under Field Service Settings. 4. Check whether the Enhanced Scheduling and Optimization service is configured in [Remote Sites Settings](https://help.salesforce.com/s/articleView?id=xcloud.configuring_remoteproxy.htm&type=5&language=en_US). This service is typically created automatically. 5. Check that point-to-point predictive routing is enabled in **Field Service Settings** | **Scheduling** | **Routing**. Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings. 6. [Configure Enhanced Scheduling and Optimization per territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_configure.htm&type=5&language=en_US). To enable Enhanced Scheduling and Optimization for a territory, select **Use enhanced scheduling and optimization** in the service territory record. If the checkbox isn’t available, add it to the Service Territory page layout. Review the [limits and considerations](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&type=5&language=en_US) that apply when you're using Enhanced Optimization per Territory. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use of the Enhanced Scheduling and Optimization services is controlled by the service territory. Some territories can be enabled to use Enhanced Scheduling and Optimization while others aren’t, based on your rollout strategy. You can select to enable all service territories to use Enhanced Scheduling and Optimization in **Field Service Settings** | **Scheduling** | **General Logic**. 7. Review the [Considerations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_considerations.htm&language=en_US) and [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&language=en_US) that lists any differences in behavior with the old engine that require configuration, and limits to be aware of. 8. Determine whether you have custom batch processes that update data in service territories. If these bulk actions use different engines, split these processes into different datasets so that service territories from the same engine are processed together. All service appointment territories and service resource territories within the same optimization request must use the same optimization engine. A notification is shown when you’re running bulk operations such as global optimization with different territory optimization settings, because it can’t be determined which optimization engine to use. See [Limitations for Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory_limitations.htm&type=5&language=en_US). 9. Update the Field Service Integration permission set, assigned to the Platform Integration User, to have Read access for any custom fields that are referenced by the scheduling logic. Enhanced Scheduling and Optimization uses the Platform Integration User. 10. (Optional) Enhanced Scheduling and Optimization provides [innovative features](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&type=5&language=en_US) that were previously unavailable. Explore and apply these features to your solution as needed. 11. [Fine-tune the scheduling policy](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_policy_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs."). 12. After testing Enhanced Scheduling and Optimization in a test environment, enable Enhanced Scheduling and Optimization for one or two service territories in production and evaluate the results. Use the [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US) to collect scheduling KPI data and get feedback from business users. After you’ve verified that the pilot tests are successful, enable more service territories and make adjustments where required. #### See Also - [Enable Field Service](https://help.salesforce.com/s/articleView?id=service.fs_enable.htm&type=5&language=en_US) - [Install the Field Service Managed Package](https://help.salesforce.com/s/articleView?id=service.pfs_install.htm&release=264.0.0&type=5 "After Field Service is enabled, install the managed package to gain access to the Classic Dispatch Console, scheduling tools, a range of custom objects, and Guided Setup.") - [Assign Field Service Permissions](https://help.salesforce.com/s/articleView?id=service.pfs_set_profiles_perms.htm&release=264.0.0&type=5 "After you create your field service permission sets, give users the permissions they need to complete their field service tasks. You can assign permissions in Setup or in Guided Setup.") - [Limits and Limitations for Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&release=264.0.0&type=5 "Learn about the Enhanced Scheduling and Optimization limits and limitations.") - [Create Field Service Permission Sets](https://help.salesforce.com/s/articleView?id=service.pfs_get_started.htm&release=264.0.0&type=5 "Create Field Service permission sets from the Field Service Admin app.") - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.") - [Adopt and Implement Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&release=264.0.0&type=5 "Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.") - [What’s Available in Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available.htm&type=5&language=en_US) <!-- document id=40dc27c819cced92a853f9c7976a09cfbd98105cf985547bcfa1cc309a074396 url=/admin/current/en-us/service/264-0-0/miaw_from_chat_reporting.md --> # Transitioning Your Reporting from Legacy Chat to Enhanced Chat Move your metrics from Legacy Chat to Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_from_chat_reporting__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_from_chat_reporting__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App and Messaging for Web channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. ## Report on Response Times To keep parity with SLA reporting on the [Chat Transcript](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_livechattranscript.htm?q=chat%20transcript), we created the [Messaging Session Metrics](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsessionmetrics.htm) object. When creating a report, [treat Messaging Session Metrics as a secondary object to the Messaging Session object](https://help.salesforce.com/s/articleView?language=en_US&id=service.messaging_reporting.htm&type=5). | Reporting Goal | Chat Transcript Field | Messaging Session Metrics Field | | --- | --- | --- | | Track the number of messages sent by the agent in the session. | `OperatorMessageCount` | `MessagingSessionMetricType` = `AgentMessageCount` | | Track the average number of seconds between an end user's message and an agent's response in the session. | `AverageResponseTimeOperator` | `MessagingSessionMetricType` \= `AverageAgentResponseTime` | | Track the average number of seconds between an agent or bot's message and the end user's response in the session. | AverageResponseTimeVisitor | `MessagingSessionMetricType` = `AverageEndUserResponseTime` | | Track the number of messages sent by the end user in the session. | `VisitorMessageCount` | `MessagingSessionMetricType` = `EndUserMessageCount` | | Track the longest span of time (in seconds) between an end-user's message and an agent's response in the session. | `MaxResponseTimeOperator` | `MessagingSessionMetricType` = `MaxAgentResponseTime` | | Track the longest span of time (in seconds) between an agent or bot's message and the end user's response in the session. | `MaxResponseTimeVisitor` | `MessagingSessionMetricType` = `MaxEndUserResponseTime` | ## Report on Routing Success Any version of Salesforce Chat that uses Omni Routing has access to the [Agent Work](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm?q=agent+work) object. Enhanced Chat also uses Omni Routing, so you can continue reporting on the Agent Work object. See [Reporting on Enhanced Chat and Messaging Activity in Service Cloud](https://help.salesforce.com/s/articleView?language=en_US&id=service.messaging_reporting.htm&type=5) for ideas around using the Agent Work record in reporting. #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") <!-- document id=eeeb1f03d2a39865bff9954234ccb32e6259c80f6bc3d7934b235fb0a7a3d6de url=/admin/current/en-us/service/264-0-0/service_translating_a_knowledge_article.md --> # Translate a Knowledge Article Translate a knowledge article into one or more languages with AI Knowledge Translation. 1. Go to the knowledge article you want to translate, and in the highlights panel, click **Submit for Translation**. 2. Select the languages that you want to translate the article into, and flip the AI Translation toggle. ![The AI translation modal.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/ai_knowledge_translation_modal.png) 3. Click **Submit**. When your translation is complete, depending on the size of your translation request, you receive an email and a notification on the knowledge object. Or, you can view the translated knowledge article immediately in the View Translations section. We strongly recommend that a subject matter expert always review the results of translated knowledge articles. Each successful translation has its own record page for that article. If you submit multiple translation requests for the same article in the same language, the notification that you see on the object is for the most recent, completed translation. Use the **View Translations** section to navigate through the translated version of the selected knowledge article. You can translate knowledge objects into the following languages: | Language | Language Code | | --- | --- | | Afrikaans | af | | Albanian | sq | | Amharic | am | | Arabic | ar | | Armenian | hy | | Azerbaijani | az | | Bengali | bn | | Bosnian | bs | | Bulgarian | bg | | Catalan | ca | | Chinese (Simplified) | zh | | Chinese (Traditional) | zh-TW | | Croatian | hr | | Czech | cs | | Danish | da | | Dari | fa-AF | | Dutch | nl | | English | en | | Estonian | et | | Farsi (Persian) | fa | | Filipino, Tagalog | tl | | Finnish | fi | | French | fr | | French (Canada) | fr-CA | | Georgian | ka | | German | de | | Greek | el | | Gujarati | gu | | Haitian Creole | ht | | Hausa | ha | | Hebrew | he | | Hindi | hi | | Hungarian | hu | | Icelandic | is | | Indonesian | id | | Irish | ga | | Italian | it | | Japanese | ja | | Kannada | kn | | Kazakh | kk | | Korean | ko | | Latvian | lv | | Lithuanian | lt | | Macedonian | mk | | Malay | ms | | Malayalam | ml | | Maltese | mt | | Marathi | mr | | Mongolian | mn | | Norwegian (Bokmål) | no | | Pashto | ps | | Polish | pl | | Portuguese (Brazil) | pt | | Portuguese (Portugal) | pt-PT | | Punjabi | pa | | Romanian | ro | | Russian | ru | | Serbian | sr | | Sinhala | si | | Slovak | sk | | Slovenian | sl | | Somali | so | | Spanish | es | | Spanish (Mexico) | es-MX | | Swahili | sw | | Swedish | sv | | Tamil | ta | | Telugu | te | | Thai | th | | Turkish | tr | | Ukrainian | uk | | Urdu | ur | | Uzbek | uz | | Vietnamese | vi | | Welsh | cy | <!-- document id=68d6b969a819c2112023878f3b59d9fe9984de5e6c5d47e765a656ca61d82c45 url=/admin/current/en-us/service/264-0-0/service_rep_translate.md --> # Translate a Messaging Conversation Real-Time Translations lets service reps and customers communicate in their preferred language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="service_rep_translate__d392e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_rep_translate__d392e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26080e93">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d26080e93 ">To view and send translated messages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26080e93 "> <p>Real-Time Translations permission set license</p> <p>AND</p> <p style="margin-bottom:0;">Translate Enhanced Conversations</p> </td> </tr> </tbody> </table> ## View Messages in Your Preferred Language In the Enhanced Conversation component, click the Translate button. ![Image of the Translate button in the Enhanced Conversation Component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/translate_received.png) ## Send Messages in the Customer’s Preferred Language Enter your response in the Reply to Message field. When the translated message appears in the field below it, click **Send**. ![Agent message being translated before sending from the Enhanced Conversation Component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/translate_send.png) #### See Also - [_Salesforce Help:_ Set Up Einstein Conversation Translate (Beta)](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&release=264.0.0&type=5 "Configure how your brand's terminology appears in your supported languages. Then upload it as a .csv, or .tsx file. Custom terminology is multi-directional, meaning that both service reps and end users see the terms that you provide. Review best practices and limitations for uploading a custom terminology file.") <!-- document id=ccf6da5d0958eaa70237d4c30f9a6511a7387008d2fc79908104c420e99d6ed9 url=/admin/current/en-us/service/264-0-0/email_translate.md --> # Translate a Service Email Translate end user emails and send translated replies in the case feed or email composer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d95528e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95528e63 ">To translate inbound emails in the case feed and email replies in the email composer:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95528e63 ">Real-Time Translations for Service Email permission set AND Translate Service Emails permission</td> </tr> </tbody> </table> ## Translate Emails in the Case Feed To read an email in your preferred language, translate it in the case feed. 1. On the Cases tab, click a case number to open an email exchange in the case feed. 2. Click the arrow to the right of an email, and select Translate Email Body. ![Case feed with Translate email body highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_feed.png) 3. Review the translated version of the email. ![Translated email in case feed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_feed_results.png) ## Translate Emails in the Email Composer To reply to an email in your preferred language, translate your response in the Email Composer and then send it. 1. Highlight the text that you want to translate. This should be text above the previously quoted email. ![Email composer with text highlighted, ready to translate.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_ec_1.png) 2. Click the Translate button in the email toolbar. ![Email composer with translate button highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_ec_button.png) 3. Review the translated version of the highlighted text in the modal, and click **Insert**. ![Email composer with translation preview modal open.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_ec_2.png) 4. Make final edits to your response, and send it. ![Email composer with translated response ready to send.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_rtt_ec_3.png) <!-- document id=b82726c3002d08ba0ceaf017d7df313278ef1abd08dca59fcb10da1263067f77 url=/admin/current/en-us/service/264-0-0/knowledge_article_translation_lex.md --> # Translate Articles in Lightning Knowledge If your organization supports a multilingual knowledge base, give support reps and authors access to translated articles. Add authoring actions to user profiles so your support reps can access primary language versions and translation drafts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21342e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21342e58 ">To work with translated articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21342e58 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, Edit, Delete, or Article Translation-Submit for Translation (depending on the actions assigned to the user profile)</p> </td> </tr> </tbody> </table> Depending on the status of your translation, and the authoring actions assigned to your user profile, you can do the following from the translation detail page. | Action | Description | Article Status | | --- | --- | --- | | **Archive** | Archiving an article permanently deletes its published translations, so obsolete articles don't display to support reps and customers on your organization's Salesforce Knowledge channels. | To archive a translation, archive its primary article. | | **Assign...** | Assigns changes to the owner of the translation | Draft translations | | **Delete** | Deleting a translation permanently removes it from the knowledge base. You can't undelete a draft translation. | Draft translations | | **Edit** | Editing modifies the translation's content or properties. | Draft and published translations | | **Preview** | Previewing shows how the translation appears to end users. Voting and Chatter information isn’t available when previewing a Knowledge article. | Draft and published translations | | **Publish...** | Publishing translations makes them visible in all channels selected. | Draft translations | | **Submit for Translation** | Creates translation drafts for the current Primary Language Version. | \-- | You can’t change channels on an article translation and then publish the article. Doing so generates an error. When you change channels on an article, make sure that the channels on the article’s translations match the new channels. Also, publish translations before you publish the primary language version. When accessing a draft article with a translation via its URL, the article defaults to your org’s primary language. If no primary language is set, the draft article is shown in the viewing user’s language, when available. When you send a draft article out for approval, it gets locked and you cannot perform authoring actions. To add authoring actions to a page layout created specifically for translations: 1. Click the **Object Manager** tab and select the **Knowledge** object. 2. Select a page layout from the **Page Layout** list. For example, a page layout that has already been created for translated articles. 3. From **Mobile and Lightning Actions**, drag **Publish**, **Edit**, **Delete**, **Assign**, and **Submit for Translation** actions onto the page. 4. Save your changes. <!-- document id=b29764a0cd80766ad241b33f5dcf98611dffbaad0183d9c74dd6afb921334343 url=/admin/current/en-us/service/264-0-0/knowledge_article_translation.md --> # Translate Articles in Salesforce Classic If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d191322e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e58 ">To work with translated articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e58 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, Edit, or Delete on the article type (depending on the action)</p> </td> </tr> </tbody> </table> Depending on the status of your translation and [the article actions assigned to you](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author."), you can do the following from the translation detail page. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191322e108">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191322e111">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d191322e114">Article Status</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Archive</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 "><a href="https://help.salesforce.com/s/articleView?id=service.knowledge_article_archive.htm&release=264.0.0&type=5" title="Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels.">Archiving</a> removes published translations that are obsolete so they no longer display to service reps and customers on your organization's Salesforce Knowledge channels.</td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">To archive a translation, archive its primary article.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Assign...</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 ">Assigning changes the owner of the translation.</td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">Draft translations</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Delete</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 "> <p>Deleting a translation permanently removes it from the knowledge base.</p> <p style="margin-bottom:0;">You can't undelete a draft translation.</p> </td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">Draft translations</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Edit</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 ">Editing modifies the translation's content or properties.</td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">Draft and published translations</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Preview</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 "> <p>Previewing shows how the translation appears to end users.</p> <p style="margin-bottom:0;">Voting and Chatter information is not available when previewing a Knowledge article.</p> </td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">Draft and published translations</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e108 "> <strong class="uicontrol">Publish...</strong> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e111 ">Publishing translations makes them visible in all channels selected.</td> <td data-label="Article Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d191322e114 ">Draft translations</td> </tr> </tbody> </table> You can’t change channels on an article translation and then publish the article. Doing so generates an error. When you change channels on an article, make sure that the channels on the article’s translations match the new channels. Also, publish translations before you publish the primary language version. 1. Click the **Article Management** tab and select **Translations** in the View area. 2. Select **Draft Translations**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can also edit a published translation. It reverts to draft status until you republish it, although you can choose to keep the existing version published while you update it. 3. Optionally, change the Assigned To filter to view articles that are not assigned to you for translation. For example, you want to view articles assigned to a translation queue. 4. Click **Edit** next to the article and language you want to translate. 5. Enter your translation. 6. Click **Save**. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=341697d7cae8a13774b1a6ef14bfa5fc98b170d820226af117bbd2a68422717d url=/admin/current/en-us/service/264-0-0/miaw_translate_chats_using_messaging_user_language.md --> # Translate Chats Dynamically Using the Messaging User Language Salesforce Enhanced Web Chat uses the Messaging User Language field on the Messaging End User record to drive real-time chat translations. The conversation's translation language automatically aligns with the customer's identified locale. If a customer requests to switch languages mid-conversation, support reps can update the language field to instantly update the translation tool without disrupting the chat session. You can control the field-level security of the Messaging End User Language field to determine which users have access to it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td></tr></tbody></table> Key Benefits - Accurate initial alignment: If a customer types their initial greeting in a common language like English, Salesforce uses their profile's locale settings to default to their preferred language. - Mid-session flexibility: Support reps can update the customer's language preference from the console to change the translation output language. - Improved rep efficiency: Reps don't need to end sessions or transfer customers to different queues to change languages. This feature isn't available by default. To request enablement, contact your Salesforce Customer Support. ## Handle Initial Inbound Translations When a customer initiates a chat, the system references their locale settings and maps it to the Messaging User Language field. 1. Open the Omni-Channel widget and accept the incoming chat request. 2. In the Information panel, view the customer's default language in the **Messaging User Language** field. 3. Verify that the chat feed conversation component automatically configured itself to the detected language. 4. Click **Translate** to view the customer's messages in your local language and automatically translate your replies into theirs. If the Messaging Language User field is empty, translation defaults to language detection, which determines the language based on end-user messages. ## Change the Translation Language Mid-Conversation If a customer asks to converse in a different language during an active session, manually update the language field. 1. In the Information panel, locate the **Messaging User Language** field. 2. Click the Edit icon next to the language. 3. Select the customer's new preferred language from the dropdown. 4. Click **Save**. 5. In the conversation feed, click **Refresh** on the translation component. 6. After the translation tool updates to reflect the new language, click **Translate** to continue the conversation in the newly selected language. <!-- document id=e3cad7eaf9274c69b367a005792a9e7973d039465cf6317e6992ffa2bf41f613 url=/admin/current/en-us/service/264-0-0/messaging_components_translate.md --> # Translate Messaging Components into Your Customer’s Language Show messaging components in a customer’s preferred language with the help of Translation Workbench. For example, when you send a French-speaking customer a question with three options, show the question and options translated into French. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_components_translate__d1003e840"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_translate__d1003e840" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d145420e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 ">To create messaging components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 "> <p>Customize Application AND View Setup and Configuration </p> <p>OR</p> <p style="margin-bottom:0;">System Administrator </p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 ">To send and receive messages in Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 ">Messaging Agent</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 ">To import and export translation files:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d145420e98 ">Manage Translation AND Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Automated messaging doesn’t yet support translated messaging components. If you’re using a flow to automatically send notification messaging components, the original, untranslated version of the component is sent to customers. #### See Also - [Enable or Disable Translation Workbench](https://help.salesforce.com/s/articleView?id=platform.customize_wbench.htm&type=5&language=en_US) - [Add Translated Languages and Translators](https://help.salesforce.com/s/articleView?id=platform.adding_and_editing_translated_languages.htm&type=5&language=en_US) - [Export Data Translation Files](https://help.salesforce.com/s/articleView?id=platform.workbench_export_data.htm&type=5&language=en_US) - [Import Translated Files](https://help.salesforce.com/s/articleView?id=platform.workbench_import.htm&type=5&language=en_US) - [Configure Field-Level Security](https://help.salesforce.com/s/articleView?id=ind.fsc_admin_configure_field_level_security.htm&type=5&language=en_US) ## Step 1: Set Up Translation Workbench To get started, enable Translation Workbench and select your languages. 1. Enable Translation Workbench in Setup. 2. Add one or more languages. For example, if your default org language is English but you want messaging components to be available in French and Spanish, add French and Spanish. ## Step 2: Prepare Your Messaging Components for Translation Two parts of a messaging component can be translated: - The component name, which service reps see in the Service Console. - All constant values, which are managed from the Constants tab in the Messaging Component Builder. Constants determine the text in the messaging component that customers receive in a message. Several standard constants are automatically added when you first create a component. You can also add custom constants. If any text in a messaging component is literal, rather than determined by a constant, it can’t be translated and remains in the default org language. To verify that a messaging component uses constants for all text that you want translated, create or open the component in the Messaging Component Builder. 1. In Setup, go to the Messaging Components page. 2. Click the name of the messaging component that you want to be translated. 3. In the left-hand sidebar, click the **Text** format. 4. In the properties pane, review each Formula Template field. If the formula template contains literal text instead of constants, create a custom constant that can replace the literal text. For example, in this question with options component, a constant must replace the phrase “Select an option” in the first formula template so it can be translated. ![Formula template field highlighted in Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_translate_1.png) 1. In the left-hand sidebar, click **Constants**. 2. Click **New**. 3. Give your constant a name, such as SelectionPrompt, and save it. 4. Click the Text format again. 5. In the formula template, replace the literal text with your constant. In this example, Select an option becomes {!$Constants.SelectionPrompt}. 6. Save your changes. 5. If another format was added, click the format name in the left-hand sidebar. 6. In the properties pane, verify that the Type field for all text to be translated is set to Constant and that a constant is selected in the field after it. In this example, the Quick Replies format on a question with static options component is correctly configured. ![Properties pane of the Quick Replies format with two Type fields showing the Constant value selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_translate_2.png) 7. After you configure the properties of all formats added to your component, save your changes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Some text in a messaging component doesn’t need to be translated, such as URLs. This text can stay as literal text in a formula template or component property. ## Step 3: Translate Your Component Text To provide translated versions of a messaging component, manually enter the translation or import a batch of translated text. If you plan to translate multiple messaging components or translate to multiple languages, importing is faster. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important A messaging component is translated only if Translation Workbench contains translations of all of the component's text constants. For example, if your component includes three constants, provide translations of all three constants. If a translation of any constant is missing, the component isn't translated. This rule helps service reps avoid sending a message that uses multiple languages. Provide translations manually: 1. In Setup, go to the Translate page under Translation Workbench. 2. In the Language field, select the language to which you want to translate your messaging component; for example, French. 3. In the Setup Component field, select **Messaging Component**. 4. In the Messaging Component field, select the developer name of the component to be translated. 5. In the Object field, select **Messaging Component Name**. The component name appears in a table. 6. Hover over the table and click the pencil icon, then enter the translation of the messaging component name. For example, service reps whose language is set to French see the French name of the component in the Service Console. 7. In the Object field, select Constant Values. All of the component’s constants appear in a table. 8. Hover over the table and click the pencil icon, then enter the translation of each constant. 9. Save your changes. To provide translations in a batch, export a data translation file from the Export page in Setup under Translation Workbench. When exporting, select the Messaging Component Name or Constant Values object. After completing one file per language, import them on the Import page. ## Step 4: Send Translated Messaging Components After you provide translated versions of your messaging components, your support team can send them to customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For enhanced chat, enhanced Apple Messages for Business and Bring Your Own Channels, you can now enable the **Identify preferred language of messaging users** option in Setup, so Salesforce auto-populates the Language field. 1. (Admin task) Enable access to the Messaging User Language field for service rep profiles, and then add it to the Messaging Session page layout. Service reps need edit access to this field to send translated messaging components. 2. At the start of a messaging session, update the Messaging User Language field on the messaging session record to list the customer’s preferred language. You can gather this information contextually or via a bot question that auto-completes the field. If you enabled the **Identify preferred language of messaging users** option in Setup, you can skip this step. 3. Click the messaging component action and click **Insert** on a component to send. 4. Click **Send**. If Translation Workbench contains a version of the component in the customer’s preferred language, the customer sees the messaging component in their language. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example Your default org language is English, and you created a range of messaging components in English. To support your French-speaking customers, you upload French translations of the components in Translation Workbench. When a customer initiates a messaging session with a French message, the service rep updates the Messaging User Language on the session record to French. Any components that the rep sends during the session appear to the customer in French.  If a component is available in a service rep's default language, the rep sees the component name in their language in the list of messaging components shown in the Service Console. Otherwise, it shows the original component name. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note While auto-response messaging components can be translated like any other component, the messaging session record must list a Messaging User Language so Salesforce knows what language to use. Auto-response messaging components aren't translated for Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, and Enhanced LINE channels. ## Step 5: Keep Translations Up to Date If a messaging component is updated in the Messaging Component Builder, it’s important to update translations of the component to reflect the changes. Regularly check for outdated translations and update them as needed. On the Translate page in Setup, **Out of date** is selected on any translations whose original language underwent an update after the translated version was saved. You can manually update individual translations on the Translate page. Or, go to the Export page and export a list of messaging component translations marked **Out of date**. <!-- document id=1a9b38db23ab45cf46ce3daf13014ba82dda2d473c6186c2380e7cd88a9f454f url=/admin/current/en-us/service/264-0-0/real_time_translations_intro.md --> # Translate Service Conversations with Real-Time Translations Let service reps translate Enhanced Messaging and Enhanced Chat conversations. A rep can translate an end user’s messages into the rep’s language, as well as translate their responses into the end user’s language before sending. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="real_time_translations_intro__d1186e2469"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="real_time_translations_intro__d1186e2469" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Set Up Real-Time Translations](https://help.salesforce.com/s/articleView?id=service.messaging_translate_2.htm&release=264.0.0&type=5)** Allow service reps and customers to communicate in different languages. When an end user messages your business, Real-Time Translations converts the message into the service rep’s preferred language. The rep can type their response in their own preferred language, and have it translated to the end user’s language before sending. Supervisors can also use Real-Time Translations when monitoring active conversations. - **[Considerations and Limitations for Real-Time Translations for Enhanced Chat and Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.real_time_translations_considerations.htm&release=264.0.0&type=5)** Before starting your setup process, review the considerations and limitations for Real-Time Translations for Enhanced Chat and Enhanced Messaging. <!-- document id=fd0e8530ec19da0abcc20cbfeec0f239fa94cecee0f0074d2a545321e0c3225e url=/admin/current/en-us/service/264-0-0/fs_document_builder_translate.md --> # Translate Service Documents in Document Builder With Document Builder, translate service documents into any language supported by the Salesforce platform. Specify different languages for different records to translate the document to the preferred language of individual customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51252e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51252e72 ">To create service documents with Document Builder: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51252e72 ">Field Service Document Builder Dispatcher, Field Service Document Builder Mobile, OR Field Service Document Builder Standard permission sets</td> </tr> </tbody> </table> 1. From Setup, enter Translation Workbench in the Quick Find box, and then select **Translation Language Settings**. 2. Enable Translation Workbench 3. To add a language, select **Add**. 4. Select the languages you want to support for each user from the dropdown list and identify which users you want to be able to translate using those languages. 5. From the Object Manager in Setup, select **Work Order**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Languages are set on work orders only. All service appointments under a work order are translated into the same language. 6. In the Page Layouts section, add the Service Report Language field. The languages you chose in Translation Workbench are shown in the Service Report Language field’s dropdown list. 7. When generating a service document with Document Builder, select your preferred language from the Service Report Language field. To test service document translation, generate a service document from the work order or a child service appointment. When you preview the PDF, the service document is translated into the language you selected. #### See Also - [Generate Service Document PDFs on the Desktop Site](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_desktop.htm&release=264.0.0&type=5 "With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the desktop site.") - [Generate Service Document PDFs on the Mobile App](https://help.salesforce.com/s/articleView?id=service.fs_generate_pdfs_mobile.htm&release=264.0.0&type=5 "With Document Builder, you can generate PDFs from the desktop site and mobile app. This topic walks you through the process for the Field Service mobile app.") <!-- document id=c1b2384fc7136cef2e612ea4331d8262d39800104bb57d4f4fef294b2a1d6e2a url=/admin/current/en-us/service/264-0-0/email_translate_intro.md --> # Translate Service Email with Real-Time Translations Allow service reps and customers to communicate in different languages via Service Email. When a customer sends an email to your business, a service rep can translate it into their own language in the case feed. When the rep is ready to reply, they can translate their response into the end user’s language in the email composer, and then send it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> - **[Considerations and Limitations for Real-Time Translations on Service Email](https://help.salesforce.com/s/articleView?id=service.email_translation_considerations.htm&release=264.0.0&type=5)** Before starting your setup process, review the considerations and limitations for Real-Time Translations for Service Email. Note that considerations and supported languages vary between target and source languages, and between case feed and email composer. - **[Set Up Real-Time Translations for Service Email](https://help.salesforce.com/s/articleView?id=service.email_translation_setup.htm&release=264.0.0&type=5)** Let service reps translate email conversations. A rep can translate an end user’s messages into the rep’s language in the case feed, as well as translate their response into the end user’s language in the email composer before sending. - **[Translate a Service Email](https://help.salesforce.com/s/articleView?id=service.email_translate.htm&release=264.0.0&type=5)** Translate end user emails and send translated replies in the case feed or email composer. <!-- document id=baded1ae90181cc9a77ac90fcee5e74307b64822f9b40fcc04bbd030dee2acc4 url=/admin/current/en-us/service/264-0-0/snapins_chat_localization.md --> # Translate Your Chat Window The primary language for a chat window is set in your embedded code snippet. An extra step in Translation Workbench is required for custom labels or platform-only languages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). Set your primary language in your Embedded Service code snippet. All of your chat window labels have a default translation set for any Salesforce [fully supported or end-user language](https://help.salesforce.com/articleView?id=faq_getstart_what_languages_does.htm&language=en_US) that you’ve added. Follow these additional steps if you would like to create custom labels or if you want to include a platform-only language: 1. To translate labels for your chat window, view your Embedded Service deployment in Setup. 2. Open your Chat, Field Service or Flows settings, and click **Edit** next to Additional branding. 3. Click the **Labels** tab to view and customize the labels in your chat window. 4. Select the arrow next to a label and click **View Label Record**, where you can select to translate the label in the Translation Workbench. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip For any platform-only language, you must use custom labels and set all the labels to that language. Important considerations for translations: - If no language is set in your code snippet or if it’s invalid (due to an empty string, wrong format, or language not supported), the language of the **Site Guest User** for the Site of your Embedded Service deployment is used. - When Translation Workbench is disabled, the language of the **Site Guest User** for the Site of your Embedded Service deployment is used. - To ensure that translated labels are packaged in an Embedded Service deployment, in Package Manager setup add **Language Translations** as the Component Type. Select the languages you wish to package with the deployment and click **Add to package**. - Not all languages are automatically available for Salesforce components. To use these end-user and platform-only languages, enable them in Languages Settings under **Company Settings**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS. #### See Also - [Set the Language in the Code Snippet](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/snapins_web_set_language.htm) - [Support Users in Multiple Languages](https://help.salesforce.com/articleView?id=workbench_overview.htm&language=en_US) <!-- document id=2798799846604d7becb28e365c3041a67ed21d709ef3a242285face3d1a59f62 url=/admin/current/en-us/service/264-0-0/fs_travel_mode_fields.md --> # Travel Mode Fields Travel Modes have the following fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d128571e69">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d128571e72">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e69 ">Can Use Toll Roads</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e72 ">Indicates if the vehicle is allowed to drive on toll roads. The default value is 'false'.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e69 ">Is transporting Hazmat</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e72 ">Indicates if the vehicle is transporting hazardous materials. The default value is 'false'.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e69 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e72 ">Name of the Travel Mode.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e69 ">Transport Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d128571e72 "> <p>Type of transportation. </p> <p>Possible values are: </p> <ul> <li><code>Bicycle</code></li> <li><code>Car</code></li> <li><code>Heavy Truck</code></li> <li><code>Light Truck</code></li> <li><code>Walking</code></li> </ul> </td> </tr> </tbody> </table> <!-- document id=da87ab17d03e7eb40f546d1af5e55193b91c7a92203a9eb1356704cd8f664ac6 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_agentforce_for_slack.md --> # Triage IT Issues with Agentforce in Slack Automate the most repetitive parts of ticket management so that fulfillers can focus on what matters. With Agentforce IT Service, fulfillers can triage new tickets directly in Slack, achieving a faster and more efficient workflow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in:</td></tr></tbody></table> ## Business Challenge Fulfillers spend a significant portion of their day manually triaging tickets repetitively. For every new ticket, they must read the description, identify the service, set the priority, and then assign the ticket to the correct team. This process is laborious, time-consuming, and error-prone. ## Solution Triaging with Agentforce in Slack automates this tedious work, allowing fulfillers to be more efficient. - Automated Assessment: Agentforce handles the initial assessment of each ticket, automatically identifying key information and suggesting the right category, priority, and assignment. - Increased Efficiency: Fulfillers are freed up to focus on actual problem-solving, customer interaction, and higher-value tasks. - Reduced Errors: The automated triage process reduces the potential for human error, ensuring tickets are routed correctly and efficiently from the start. For a list of all the agent actions that fulfillers can access in Slack, see [Agentforce for IT Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_parent.htm&release=264.0.0&type=5 "IT teams get instant context by summarizing incidents, problems, changes, releases and Slack conversations. Use Agentforce to propose resolutions, generate root-cause summaries, and automate documentation including post-incident reviews (PIRs). Streamline daily operations by updating records, drafting emails, scheduling meetings, and assessing deployment health without performing manual audits."). ![triage with agentforce in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_incident_summary.png) <!-- document id=5c5e228fbe852027bc5503b0e5b8a1b82a5630941d74764cfbba8445afdba3b6 url=/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_for_voice.md --> # Triggered Actions Based on Call Conversations To help your reps during calls, automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by reps or customers. For example, send the supervisor a notification when a customer uses profane language. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Reduce Agent Handling Time with Conversation Intelligence](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence.htm&type=5&language=en_US) <!-- document id=001ee7651a8610525d8acb084f23f2dff5cc22422d6d4497b4a0b6fd0c673ad9 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_troubleshoot_agentless_scans.md --> # Troubleshoot Agentless Discovery Scans Resolve target connectivity, authentication, and access issues to restore agentless discovery coverage and keep CMDB data current. Review scan job details and Discovery Application logs to identify where a scan stopped and apply the appropriate resolution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> ## Resolve Agentless Discovery Scan Issues Use the scan symptom to identify the likely cause. For a failed or incomplete scan, check target reachability, network access, credentials, scan job details, and Discovery Application logs. Verify the target again before you rerun the scan. 1. From the Discovery Application host, verify that the target responds to an ICMP echo request. 2. Confirm that the network allows the protocol and port required by the selected probe. 3. Confirm that the discovery target uses the correct active credential and that the account or identity has the required target access. 4. Open the scan job in Salesforce and search the scan details for the target IP address or host name. 5. If the scan job details don’t identify the cause, review the Discovery Application logs on the host. | Issue | Resolution | | --- | --- | | A target isn't discovered or appears unreachable. | From the Discovery Application host, verify that the target is powered on and responds to an ICMP echo request. Confirm that the target address is included in the scan scope and isn't excluded from the discovery target. | | The connection to a target times out. | Verify that the Discovery Application host can reach the target by using the protocol and port required by the selected probe. Review firewall and network access rules on the host, target, and intervening network devices. | | The scan can't authenticate to a target. | Verify that the discovery target uses the correct active credential. Remove leading or trailing spaces from credential values, and confirm that the account or identity is active and has the required target access. | | A Windows scan can't open a remote session. | Confirm that the target is prepared for the selected Windows Management Instrumentation or PowerShell Remoting probe. Verify the required Windows services, account access, and firewall rules on the target and Discovery Application host. | | A Linux, Unix, or macOS scan returns incomplete data. | Verify Secure Shell access for the scanning account. For Linux and Unix, verify the sudo access required for hardware details. For macOS, verify Remote Login access and permission to run system\_profiler. | | A Simple Network Management Protocol (SNMP) scan returns incomplete device data. | Verify that the device supports the selected SNMP version and accepts the configured credentials. Grant the SNMP identity read-only access to the full Management Information Base tree. | | A VMware vCenter scan can't collect inventory data. | Verify HTTPS connectivity from the Discovery Application host to VMware vCenter Server. Confirm that the VMware vSphere credentials have read-only access to the vCenter inventory. | | An AWS or Azure scan doesn't return the expected resources. | Verify that the cloud credentials authenticate with the provider API. Confirm that the identity has read-only access to the accounts, subscriptions, and resource types included in the discovery target. | Review the required connection for each probe before you change firewall or credential settings. For more information about agentless discovery connectivity, see [Agentless Discovery Network, Port, and Access Requirements](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_network_access_requirements.htm&release=264.0.0&type=5 "Improve agentless scan reliability and keep discovered asset data current. Review the connectivity and access requirements for each supported probe before you create discovery targets."). Apply the preparation requirements for the affected target type: - For more information about preparing Windows targets, see [Prepare Windows Targets for Agentless Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_windows_targets.htm&release=264.0.0&type=5 "Improve Windows scan reliability and keep asset data in CMDB current by preparing target systems for agentless discovery. Configure account access, remote management, and firewall rules for the Windows Management Instrumentation (WMI) or PowerShell Remoting probe that you plan to use."). - For more information about preparing Linux, Unix, and macOS targets, see [Prepare Linux and macOS Targets for SSH Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_ssh_targets.htm&release=264.0.0&type=5 "Collect complete Linux, Unix, and macOS inventory data and keep CMDB records current by preparing target systems for Secure Shell (SSH) discovery. Provide a dedicated scanning account, the access required for system and hardware details, and network connectivity from the Discovery Application host before you create the discovery target."). - For more information about preparing network devices, see [Prepare Network Devices for SNMP Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_snmp_targets.htm&release=264.0.0&type=5 "Discover switches, routers, firewalls, printers, and other network devices accurately by preparing them for Simple Network Management Protocol (SNMP) scans. Turn on a supported SNMP version, provide read-only access to the required management information, and allow connectivity from the Discovery Application host before you create the discovery target."). - For more information about preparing cloud and virtualization targets, see [Prepare Cloud and Virtualization Targets for Discovery](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_prepare_cloud_virtualization_targets.htm&release=264.0.0&type=5 "Build a current inventory of cloud and virtual infrastructure by preparing provider accounts and VMware vCenter for discovery. Grant read-only access to the resources in scope, verify the required HTTPS connectivity, and capture the authentication details that you use to create discovery credentials and targets."). ## Review Scan Job Details Open the scan job in Salesforce and review the **Host Summary** and **Scan Details** sections. Compare the target, probe type, credentials, start and end times, and scan status with the discovery target configuration. Review **Discovered Assets** to identify assets that are missing or that didn't update. Refresh the scan job after data processing completes to review the latest results. For more information about scan job sections and results, see [Monitor and Review Scan Jobs](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_monitor_scanjob.htm&release=264.0.0&type=5 "Monitor discovery progress and review scan results with scan jobs. Each scan job tracks the execution of a discovery target and provides detailed visibility into discovered assets, scan duration, and completion status. Use the scan job details to verify discovery coverage and ensure that your CMDB data remains accurate and up to date."). ## Review Discovery Application Logs If the scan job details don't identify the cause, review the logs on the Discovery Application host. The default log folder is C:\\Program Files\\Salesforce\\Discovery Application\\logs. Search the log for the target IP address or host name and the time when the scan ran. discovery.txt Records Discovery Application activity, including scans, probe requests, and communication with target systems. Archived files use names such as discovery\_YYYY-MM-DD.0. windows\_service.txt Records the Discovery Application service lifecycle, environment setup, and Java startup activity. Review this log when the Discovery Application service doesn't start or remain available. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png) Important Before you share log files, review them and redact credentials, tokens, and other sensitive information according to your company's security policies. <!-- document id=bc57e22d688ec4bf0871962d576e1d38327fd3dd215924e6b5c0dd11900d9d62 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_troubleshoot.md --> # Troubleshoot Autonomous Scheduling in the Legacy Agentforce Builder Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip To understand how the Autonomous Scheduling features work and the order in which the components are triggered, see: - [Understanding Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_autonomous.htm&release=264.0.0&type=5 "Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.") - [Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_customer_outreach.htm&release=264.0.0&type=5 "Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can now rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.") - [Understanding Proactive Asset Service Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_asset_maint_outreach.htm&release=264.0.0&type=5 "Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time.") In addition to the troubleshooting suggested here, be sure to consult the general agent troubleshooting guidance in [Troubleshooting Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_troubleshoot.htm&language=en_US&type=5). - **[Troubleshooting Steps for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot_tools.htm&release=264.0.0&type=5)** Use the Agent Builder’s event logs to locate the name of the action that failed, or to view the last action that was triggered. Then use the Flow Builder to debug the flow that this action triggers. - **[Common Issues in Autonomous Scheduling Troubleshooting in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_troubleshoot_issues.htm&release=264.0.0&type=5)** Review the common issues that your agent can encounter and ways to resolve them. <!-- document id=1b7e2bca7d8ba6849051077909c4cff6c46bf8989303c96ad527df08d7ed9085 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_troubleshoot_studio.md --> # Troubleshoot Autonomous Scheduling in the New Agentforce Builder Most problems you’ll encounter when testing your agent are related to either configuration issues or to missing permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip To understand how the Autonomous Scheduling features work and the order in which the components are triggered, see: - [Understanding Customer-Initiated Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_autonomous_studio.htm&release=264.0.0&type=5 "Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.") - [Understanding Dispatcher-Prompted Outreach in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_customer_outreach_studio.htm&release=264.0.0&type=5 "Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can rebook appointments from the Gantt in the Classic Dispatch Console or the Scheduling Console, or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.") - [Understanding Interactive Appointment Reminders in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_appointment_reminders_outreach_studio.htm&release=264.0.0&type=5 "Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment.") - [Understanding Proactive Asset Service Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_understand_asset_maint_outreach_studio.htm&release=264.0.0&type=5 "Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time.") In addition to the troubleshooting suggested here, be sure to consult the general agent troubleshooting guidance in [Troubleshooting Agents](https://help.salesforce.com/s/articleView?id=ai.copilot_troubleshoot.htm&language=en_US&type=5). - **[Troubleshooting Issues for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_troubleshoot_issues_studio.htm&release=264.0.0&type=5)** Review the common issues that your agent can encounter and ways to resolve them. <!-- document id=4d59c7c3607f5c441412c6cc1bb1ddebe31f9fe2bdcc839bffeb48a2a5698338 url=/admin/current/en-us/service/264-0-0/miaw_troubleshoot.md --> # Troubleshoot Enhanced Chat Setup Respond to error messages you may encounter while setting up Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_troubleshoot__d603e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_troubleshoot__d603e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d119403e95">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d119403e98">Solution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e95 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Refused to frame ‘<your ESW_[deploymentname] site>’ because an ancestor violates the following content security policy directive: “frame ancestors <your old domain> <your old subdomain>”</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e98 "> <p>Change or add the domain that’s associated with your embedded service deployment. </p> <ul> <li>Go to <span class="menucascade"><strong class="uicontrol">Setup</strong> | <strong class="uicontrol">User Interface</strong> | <strong class="uicontrol">Sites and Domains</strong> | <strong class="uicontrol">Sites</strong></span>.</li> <li>Select your site from the Site Label column. Your site is formatted as <ESW_[deploymentname]_[numbers]>.</li> </ul> <ul> <li>Under Trusted Domains for Inline Frames, find the domain or subdomain that you’d like to change, and click <strong class="uicontrol">Edit</strong>.</li> </ul> <ul> <li>Save your changes.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e95 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code> Access to XMLHttpRequest at '<your ESW_[deploymentname]_[numbers] site>' from directive: '<your domain>' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e98 "> <p>Add your new domain to the CORS allowlist.</p> <ul> <li>From Setup, enter CORS in the Quick Find box, and then select <strong class="uicontrol">CORS</strong>. </li> <li>Select <strong class="uicontrol">New</strong>.</li> </ul> <ul> <li>Enter an origin URL pattern.</li> </ul> <ul> <li>Save your work.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e95 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Refused to load the script '<your ESW_[deploymentname]_[numbers]>/assets/js/ bootstrap.min.js' because it violates the following Content Security Policy directive: "scrtipt-src 'self ''unsafe-eval 'unsafe-inline'...". Note that 'script-src-elem' was not explicitly set, so 'script-src' is used as a fallback.</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e98 "> <p>Add the ESW site as a trusted site within the Builder:</p> <ul> <li>Go to <span class="menucascade"><strong class="uicontrol">Setup</strong> | <strong class="uicontrol">Digital Experiences</strong> | <strong class="uicontrol">All Sites</strong></span>.</li> <li>Click <strong class="uicontrol">Builder</strong> next to your experience cloud site.</li> </ul> <ul> <li>Under Settings, click <strong class="uicontrol">Security & Privacy</strong>, and go to the Content Security Policy (CSP) section.</li> </ul> <ul> <li>Set Security level to <strong class="uicontrol">Relaxed CSP: Permit Access to Inline Scripts and Allowed Hosts</strong>.</li> </ul> <ul> <li>Click <strong class="uicontrol">Add Trusted Site</strong> to add the CSP trusted site details.</li> </ul> <ul> <li>Enter the name and URL of your esw site.</li> </ul> <ul> <li>Activate the site and click <strong class="uicontrol">Add Site</strong>.</li> </ul> <ul> <li>Publish the site.</li> </ul> <p>Add the ESW site as a Trusted URL in Setup:</p> <ul> <li>Go to <span class="menucascade"><strong class="uicontrol">Setup</strong> | <strong class="uicontrol">Security</strong> | <strong class="uicontrol">Trusted URLs</strong></span>.</li> <li>Click <strong class="uicontrol">New Trusted URL</strong>.</li> <li>Fill out the API Name and URL fields.</li> </ul> <ul> <li>In the CSP Context field, select <strong class="uicontrol">Experience Builder Sites</strong>.</li> <li>Under CSP Directives, select <strong class="uicontrol">frame-src (iframe content)</strong> and <strong class="uicontrol">style-src (stylesheets)</strong>.</li> </ul> <ul> <li>Save your changes.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e95 ">Placeholder icon appears instead of external image when using enhanced links.</td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d119403e98 "> <p>If you are using a third-party site to host your image, the site domain must be added as a Trusted URL: </p> <ul> <li>Go to <span class="menucascade"><strong class="uicontrol">Setup</strong> | <strong class="uicontrol">| Security</strong> | <strong class="uicontrol">| Trusted URLs</strong></span>.</li> <li>Click <strong class="uicontrol">New Trusted URL</strong>. </li> <li>Fill out the API Name and URL fields.</li> <li>In the CSP Context field, select <strong class="uicontrol">All</strong>.</li> <li>Under CSP Directives, select <strong class="uicontrol">img-src (images)</strong>.</li> <li>Save your changes.</li> </ul> </td> </tr> </tbody> </table> <!-- document id=eceef534644b125c75ad28fb1976d98a3463b5cbda99b09ae065a5724de35355 url=/admin/current/en-us/service/264-0-0/afcc_sv_troubleshoot_error_info_code.md --> # Troubleshoot Error and Information Codes for Salesforce Voice Check your softphone error message or information code against our reference list to see what action to take to make reps’ calls and the supervisor experience run smoothly. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Error and information codes fall into these ranges. - 1000 - 1999: Vendor Connector API failures - 2000 - 2999: Unexpected valid events for current state of the rep - 3000 - 3999: Unexpected valid events for current state of the call - 6000 - 6999: Channel readiness errors - 7000 - 7999: Connection status errors | Code | Description | Why this Appears | Action to Take | | --- | --- | --- | --- | | 1001 | We can’t log you in. Try refreshing your browser, or ask your Salesforce admin for help with code E-1001. | The connector setup couldn’t be completed. | Contact Salesforce support. | | 1002 | We couldn’t accept the call. Ask your Salesforce admin for help with code E-1002. | We failed to accept an incoming call. | Contact Salesforce support. | | 1003 | We couldn’t end your call. Try again or ask your Salesforce admin for help with code E-1003. | We failed to end an active call. | Contact Salesforce support. | | 1004 | We couldn’t mute your call. Try again or ask your Salesforce admin for help with code E-1004. | The mute state couldn’t be updated. | Contact Salesforce support. | | 1005 | We couldn’t unmute your call. Try again or ask your Salesforce admin for help with code E-1005. | The mute state couldn’t be updated. | Contact Salesforce support. | | 1006 | We couldn’t put your call on hold. Try again or ask your Salesforce admin for help with code E-1006. | The hold state couldn’t be updated. | Contact Salesforce support. | | 1007 | We couldn’t resume your call. Try again or ask your Salesforce admin for help with code E-1007. | The hold state couldn’t be updated. | Contact Salesforce support. | | 1008 | We couldn’t pause the recording. Try again or ask your Salesforce admin for help with code E-1008. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5 "Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions."). If call recording is enabled and the issue continues, contact Salesforce support. | | 1009 | We couldn’t resume the recording. Try again or ask your Salesforce admin for help with code E-1009. | The recording state couldn’t be updated. | First, confirm that call recording is enabled for the Voice channel. See [Enable Recording and Transcription](https://help.salesforce.com/s/articleView?id=service.afcc_sv_enable_recording_and_transcription.htm&release=264.0.0&type=5 "Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions."). If call recording is enabled and the issue continues, contact Salesforce support. | | 1010 | We couldn’t transfer you to your selected destination. Ask your Salesforce admin for help with code E-1010. | We failed to add a participant to a call as part of a transfer. | Contact Salesforce support. | | 1011 | We couldn’t add more participants. Try again or ask your Salesforce admin for help with code E-1011. | We failed to merge a participant into an ongoing call. | Contact Salesforce support. | | 1012 | We couldn’t complete your call. Check the phone number and try again, or ask your Salesforce admin for help with code E-1012. | We failed to initiate an outbound call. | Contact Salesforce support. | | 1013 | We couldn’t complete your call because Caller Line Identification doesn’t have an outbound number set. Ask your Salesforce admin for help with code E-1013 and try again. | The caller ID was missing for an outbound call. | Assign a valid 10-Digit Long Code (10DLC) phone number as the default Caller Line Identification (CLI) for outbound calls. See Set Number as Default Caller Line Identifier (CLI). | | 1020 | Emergency 911 calling isn’t set up. Ask your admin for help with code E-1014. | Emergency 911 calling service isn’t set up for Salesforce Voice in your Salesforce org. | To set up E911 service, follow directions in [Get E911 Compliant](https://help.salesforce.com/s/articleView?id=service.afcc_sv_e911_compliance.htm&release=264.0.0&type=5 "Meet essential compliance and safety standards, giving your service reps the ability to contact 911 emergency services directly from their workstation in any crisis. While the call is routed to either the nearest Public Safety Answering Point (PSAP) or Emergency Call Center, the system simultaneously notifies your organization's internal emergency response team for a swift and coordinated reaction."). | | 1021 | We’re having trouble with call monitoring right now. Try again or contact your Salesforce admin. | The call monitoring request wasn’t successful. This can happen if the call has already ended or if the supervisor is already on a call or already monitoring a call. | Ask the supervisor to make sure the call they want to monitor is still active. The supervisor should also leave any other active call or stop monitoring another call, then try again. | | 2001 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2001. | Work was assigned when the rep wasn’t in a Ready state. The connector wasn’t ready to accept a call. | If this issue happens repeatedly, contact Salesforce support. | | 2002 | The work was routed to another rep because your connection isn’t set up. Ask your Salesforce admin for help with code E-2002. | Work was automatically accepted when a rep wasn’t in a Ready state. The call was then rejected. | If this issue happens repeatedly, contact Salesforce support. | | 6001 | We couldn’t load the Voice connector. You’re not listed as a contact center user, or there’s no Salesforce Voice channel. Ask your Salesforce admin for help with code E-6001. | There are configuration issues with Salesforce Voice. Specifically, there’s no voice channel set up for Salesforce Voice, or the rep doesn’t have the correct permission set assigned. | Check that there’s a Salesforce Voice channel. See [Create a PSTN Voice Channel in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_create_channel.htm&release=264.0.0&type=5 "Create a voice channel for a toll free or 10-digit long code Public Switched Telephone Network (PSTN) number."). Also check that you’ve assigned the [appropriate permission set](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&release=264.0.0&type=5 "Use permission sets to control access to your Agentforce Contact Center.") to the user for Salesforce Voice. | | 6002 | We couldn’t load the Voice connector. We’re missing your consent that calls may be recorded and transcribed, and such calls, recordings and transcripts may be analyzed for quality or training purposes. Ask your Salesforce admin for help with code E-6002. | The rep hasn’t accepted a consent modal, so we can’t load Voice connector infrastructure. | Ask the rep to accept the consent modal when it shows up again. | | 6003 | We couldn’t load the Voice connector. There was an error opening GDPR consent modal. Ask your Salesforce admin for help with code E-6003. | An error prevented the consent modal from being shown to the rep. | Contact Salesforce support. | ## Information Codes | Code | Description | Why this Appears | Action to Take | | --- | --- | --- | --- | | 3001 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAssigned state. | Working as expected. No action needed. | | 3002 | The caller hung up. You’re ready for the next call. Code I-3001. | The customer hung up when the call was in a WorkAccepted state. | Working as expected. No action needed. | | 7001 | A network outage disconnected you from the call. We’re working to reconnect you. Code-7001. | A temporary network outage caused the rep to be disconnected from an active call. | Working as expected. Rep should wait until the call is reconnected. | <!-- document id=b1fb9ebe63d076e52f9ccba394f939b528b428fa4193f9e5b6f45ac82c4c56e8 url=/admin/current/en-us/service/264-0-0/messaging_enhanced_log.md --> # Troubleshoot Errors for Automated Messages in Enhanced Messaging Channels If something goes wrong when a flow tries to send a message notification in an enhanced Messaging channel, review the Enhanced Messaging Log to find out what happened.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_enhanced_log__d1281e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_enhanced_log__d1281e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85464e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85464e95 ">To create messaging templates and view errors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85464e95 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85464e95 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85464e95 ">View Setup and Configuration</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the page fails to load, your admin must reload the page. 1. From Setup in Lightning Experience, enter Enhanced Messaging in the Quick Find box, and select **Enhanced Messaging Log**. 2. . ![Enhanced Messaging Log](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_enhanced_log.png) 3. To view an error’s details, click the down arrow in the error’s action menu and select **View**. <!-- document id=bbd6ac6726067335c2adff0c2e72411bf0b999ed12f20913e40885c29b17ac0b url=/admin/current/en-us/service/264-0-0/livemessage_troubleshoot_errors.md --> # Troubleshoot Errors for Automated Messages in Standard Messaging Channels If something goes wrong when a flow tries to send a message notification in a standard Messaging channel, review the Standard Messaging Error Log to find out what happened.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_troubleshoot_errors__d558e728"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_troubleshoot_errors__d558e728" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38680e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38680e98 ">To create messaging templates and view errors:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38680e98 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38680e98 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38680e98 ">View Setup and Configuration</td> </tr> </tbody> </table> 1. From Setup in Lightning Experience, enter Standard Messaging in the Quick Find box, and select **Standard Messaging Error Log**. ![Messaging Templates Error Log](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/ErrorLog.png) 2. To view an error’s details, click the down arrow in the error’s action menu and select **View**. When you're troubleshooting errors, keep this information in mind. Messaging sends messages only to recipients who meet certain criteria. Recipients are excluded when they don’t meet all the criteria: - The recipient must have a corresponding Messaging User record. - The Mobile Number field on the Messaging User record must be populated. - The recipient must be opted in to receiving messages from you. - The sender numbers you select must be associated with a messaging queue. Broadcast messaging templates can’t be deleted after use. If a template has been used in a broadcast message, you can’t delete it. Check the Conversation Broadcasts tab to see whether a template has been used. Recipients might receive multiple messages. If they’re opted into multiple sender numbers, recipients can receive multiple messages. We recommend regularly reviewing your Messaging User records to remove duplicates and check your recipients’ opt-in statuses. Messaging templates aren’t supported in some Messaging channels. Messaging templates are used only in standard SMS and standard Facebook Messenger. Enhanced channels and Enhanced Chat use a different method for sending automated messages. Messaging errors are automatically deleted after 30 days. Deleted errors no longer appear in the error log. You can also delete an error from the list view or error detail page. #### See Also - [Messaging Error Codes](https://help.salesforce.com/s/articleView?id=service.messaging_error_codes.htm&release=264.0.0&type=5 "Identify errors that service reps may encounter during standard and enhanced messaging sessions in Agentforce Service (formerly Service Cloud).") - [Report on Messaging Activity](https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&release=264.0.0&type=5 "To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects.") <!-- document id=e4a14462b0ddde3483995a67d7ffdf90b82335355c37d3407d3e05c47e74298b url=/admin/current/en-us/service/264-0-0/voice_errors_reference.md --> # Troubleshoot Errors for Salesforce Voice with Telephony Providers Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&language=en_US" target="_blank">View supported editions</a>. This article applies to:</p> <ul> <li>Salesforce Voice with Partner Telephony</li> <li>Salesforce Voice with Amazon Connect</li> <li>Salesforce Voice with Partner Telephony from Amazon Connect</li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For errors and messages that originate in Amazon Connect but are available in Salesforce Voice, see [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&language=en_US). For errors and messages in Salesforce Voice (native telephony), see [Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&language=en_US). ## Connection and Initialization Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | We can't communicate with the telephony system. Try refreshing your browser, or ask your Salesforce admin for help. | `GENERIC_ERROR` | This is a catch-all error, a fallback used when a failure doesn't map to a more specific type. For example, the softphone lost communication with the telephony backend. | Ask the rep to refresh the browser. Check contact center configuration and telephony connectivity. | | We can't connect your call. Refresh the page and try again. If the issue continues, contact your Salesforce admin for help. | `AGENT_ERROR` | The call couldn't be connected. There was a connection failure during call setup. | Ask the rep to refresh the page and retry. Investigate telephony connectivity if persistent. | | Connection timed out. Check your network and try again. | `TIMEOUT_ERROR` | An operation didn't complete in time. The softphone waited past its timeout for a backend response. | Ask the rep to check their network connection and retry. Review network, VPN, and proxy latency. | | The call service couldn't connect. Check your connection or configuration and try again. | `UNABLE_TO_CONNECT_TO_AGENT` | The calling service could not establish a rep connection. There was a failure bringing up the rep’s calling session. | Ask the rep to check their network connection and retry. Verify contact center and connector configuration. | | Wait for your softphone to load, or refresh your browser to initiate the calling service. | `AGENT_NOT_INITIALIZED` | An action was attempted before the softphone finished initializing. The rep acted before the connector was ready. | Ask the rep to wait for load or refresh. | | We can't set up the message bridge component. Ask your Salesforce admin to check the contact center settings. | `MESSAGE_BRIDGE_INIT_FAILED` | The message-bridge component configured for the contact center couldn't be initialized. | Ask the rep to refresh. | ## Browser, Device and Media Errors <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.25%"> <col style="width:18.75%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e232">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e235">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e238">Why This Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e241">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e232 ">Enable the microphone in your browser.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e235 "><code>MICROPHONE_NOT_SHARED</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e238 ">The rep doesn't have the microphone enabled in the browser settings for the site that’s running the Voice softphone.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e241 ">For Chrome, see <a href="https://support.google.com/chrome/answer/2693767?hl=en" target="_blank">Use your camera and microphone in Chrome</a>. If using Firefox, see <a href="https://support.mozilla.org/en-US/kb/firefox-page-info-window" target="_blank">Firefox Page Info window</a>. After updating the microphone permission setting, reload the Salesforce app.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e232 ">This browser isn't supported. Please try again with another browser.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e235 "><code>UNSUPPORTED_BROWSER</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e238 ">The rep is using a browser that isn't supported. Voice supports the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e241 ">Ask the rep to switch to a supported browser.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e232 ">Looks like you're logged in on different browsers, like Chrome and Firefox. Access Salesforce Voice from one browser at a time.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e235 "><code>USER_BUSY_ERROR</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e238 ">The rep has an active Voice session in another browser.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e241 ">Ask the rep to use one browser only.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e232 ">We couldn't locate your devices. Check your browser permissions and try again.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e235 "><code>CAN_NOT_GET_AUDIO_DEVICES</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e238 ">Audio input/output devices couldn't be identified, or there are no devices present.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e241 "> <p>Ask the rep to check browser permissions and device connections.</p> <p style="margin-bottom:0;">Make sure that browser device permissions are allowed.</p> </td> </tr> </tbody> </table> ## Virtual Desktop (VDI) Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1018. | `VDI_STRATEGY_NOT_SUPPORTED` | The VDI audio strategy/optimization negotiation isn't supported for the call. | Ask the rep to refresh. Review VDI audio-optimization setup. | | Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1019. | `VDI_REDIR_NOT_SUPPORTED` | VDI audio redirection isn't supported/available. | Ask the rep to refresh. Review VDI redirection configuration. | ## Authentication, Login and Channel Loading Errors <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.25%"> <col style="width:18.75%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e427">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e430">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e433">Why This Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e436">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't log you in to telephony provider. Try refreshing your browser, or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>AUTHENTICATION_ERROR</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">Authentication to the telephony provider failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Ask the rep to refresh the browser. Check SSO / provider auth configuration.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">Log in needed.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>LOGIN_REQUIRED</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">The rep must log in to telephony before continuing.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Ask the rep to log in by selecting a presence status in Omni-Channel.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't log you in. Try refreshing your browser, or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>CAN_NOT_LOG_IN</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">Login to the telephony system failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 "> <p>Ask the rep to refresh the browser.</p> <p style="margin-bottom:0;">Check the contact center/connector configuration.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't log you out. Try refreshing your browser, or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>CAN_NOT_LOG_OUT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">Logout from the telephony system failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Ask the rep to refresh the browser. Investigate if persistent.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't log you in into the Voice channel. Try refreshing your browser, or ask your Salesforce admin for help with code E-{0}.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>CAN_NOT_LOG_IN_VOICE_CHANNEL</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">Login to the Voice channel failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 "> <p>Ask the rep to refresh the browser.</p> <p style="margin-bottom:0;">Check Omni-Channel Voice channel setup.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't log you in. Tell your Salesforce admin to check the parameters in the Call Center settings.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>INVALID_PARAMS</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">Login parameters are invalid/missing. There are misconfigured Call Center parameters.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Fix parameters in Call Center settings.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't display the login page. Tell your Salesforce admin to check the parameters in the Call Center settings.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>INVALID_LOGIN_URL</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">The configured login URL is invalid. There’s an incorrect or missing login URL in Call Center configuration.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Correct the login URL in Call Center settings.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We can't get the login settings. Try again.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>CAN_NOT_GET_LOGIN_SETTINGS</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">The softphone couldn't retrieve login settings.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Ask the rep to retry login. Verify Contact Center configuration if persistent.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e427 ">We couldn't load the Voice connector. You're not listed as a contact center user, or there’s no Salesforce Voice channel. Ask your Salesforce admin for help with code E-6001.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e430 "><code>NO_SUPPORTED_CHANNEL</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e433 ">The rep isn't a user in the contact center or no Voice channel exists.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e436 ">Add the user to the contact center or configure a Voice channel.</td> </tr> </tbody> </table> ## Rep Status and Presence Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | We can't update your status. Ask your Salesforce admin for help. | `INVALID_AGENT_STATUS` | The requested rep status is invalid. | Review presence status configuration. | | We can't update your status. Try again later. | `CAN_NOT_SET_AGENT_STATUS` | The status update failed. | Ask the rep to retry updating their status. Investigate if persistent. | | Something went wrong. Try again or ask your admin for help. | `CAN_NOT_SET_AGENT_CONFIG` | Rep configuration couldn't be applied. | Ask the rep to retry their action. Review the rep configuration. | ## Call Control Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | We can't complete the call. Check the phone number and try again. | `CAN_NOT_START_THE_CALL` | An outbound call couldn't be placed. Call initiation failed. | Ask the rep to verify the number and retry. Check outbound calling configuration if persistent. | | No work needed for this call. Either the caller hung up or the call was rerouted. On to the next customer! | `CAN_NOT_ACCEPT_THE_CALL` | There was nothing to accept. The work is gone because the caller hung up or the work rerouted before the rep accepted. | Ask the rep to move to next work. | | We've routed the work to another rep because you weren't able to accept it. | `CALL_REJECTED_CONNECTOR_NOT_READY` | Work assigned to this rep was canceled and rerouted to another rep because this rep couldn't accept it. | No action needed for this work; it’s already reassigned. Ask the rep to keep the softphone loaded, stay logged in, and make sure their status is current so that future work routes cleanly. If frequent, investigate why the connector isn't ready at assignment time. For example, the connector isn't fully initialized, there’s a stale rep status, or there’s an issue with vendor-side capacity/readiness. | | You can't start a preview call while on a call. | `CAN_NOT_START_THE_PREVIEW_CALL` | There was a preview call attempted during an active call. | Ask the rep to finish the current call first. | | We can't decline the call. Try refreshing your browser, or ask your Salesforce admin for help. | `CAN_NOT_DECLINE_THE_CALL` | The decline action failed. | Ask the rep to refresh the browser. Investigate if persistent. | | We couldn't end your call. Refresh the page and try again. | `CAN_NOT_END_THE_CALL` | The end or hang-up action failed. | Ask the rep to refresh the browser and retry. Investigate if persistent. | | We can't hold your call. Try again. | `CAN_NOT_HOLD_CALL` | The hold action failed. | Ask the rep to retry the hold action. | | We can't resume your call. Try again. | `CAN_NOT_RESUME_CALL` | The resume-from-hold action failed. | Ask the rep to retry the resume action. | | We can't mute your call. Try again. | `CAN_NOT_MUTE_CALL` | The mute action failed. | Ask the rep to retry the mute action. | | We can't unmute your call. Try again. | `CAN_NOT_UNMUTE_CALL` | The unmute action failed. | Ask the rep to retry the unmute action. | | We can't mute or unmute your call. Try again. | `CAN_NOT_TOGGLE_MUTE` | The mute/unmute toggle failed. | Ask the rep to retry the mute or unmute action. | | We can't hold or resume your call. Try again. | `CAN_NOT_TOGGLE_HOLD` | The hold/resume toggle failed. | Ask the rep to retry the hold or resume action. | ## Recording and Transcription Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | We can't pause or resume the recording. Try again. | `CAN_NOT_TOGGLE_RECORD` | The pause/resume recording toggle failed. | Ask the rep to retry the pause or resume recording action. | | We can't pause the recording. Try again. | `CAN_NOT_PAUSE_RECORDING` | Pause recording failed. | Ask the rep to retry the pause recording action. | | We can't resume the recording. Try again. | `CAN_NOT_RESUME_RECORDING` | Resume recording failed. | Ask the rep to retry the resume recording action. | | Recording was paused, but we're having trouble pausing transcription. You might see a mismatch between the call recording and transcript. | `CAN_NOT_PAUSE_TRANSCRIPTION` | Recording paused, but transcription did not. | Rep can be aware of possible mismatch between the call recording and transcript. Investigate transcription service if frequent. | | Recording was resumed, but we're having trouble resuming transcription. You might see a mismatch between the call recording and transcript. | `CAN_NOT_RESUME_TRANSCRIPTION` | Recording resumed, but transcription did not. | Rep can be aware of possible mismatch between the call recording and transcript. Investigate transcription service if frequent. | ## Transfer, Conference, and Participant Errors <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.25%"> <col style="width:18.75%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1074">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1077">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1080">Why This Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1083">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">Participant does not exist in the call.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>INVALID_PARTICIPANT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">The action targeted a participant that’s not present.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to select a valid participant.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">Invalid participant. We can't end the call for the given participant.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_HANGUP_PARTICIPANT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Couldn't remove or hang up the specified participant.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to retry hanging up the call.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't transfer to the given destination. There was an error.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_ADD_PARTICIPANT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Adding a transfer participant failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to verify the transfer destination and retry. Check transfer destinations configuration.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't connect to the given destination. There was an error.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_CONNECT_PARTICIPANT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Connecting to the destination failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 "> <p>Ask the rep to verify the destination and retry.</p> <p style="margin-bottom:0;">Check destination configuration.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't join the participants. Try refreshing your browser, or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_JOIN_PARTICIPANTS</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Joining participants failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to refresh the browser. Investigate if persistent.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't swap the participants. Try refreshing your browser, or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_SWAP_PARTICIPANTS</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Swapping between held/active participants failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to refresh the browser. Investigate if persistent.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't transfer to the given address. Refresh your list of addresses and try again.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>INVALID_DESTINATION</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">The transfer destination or address is invalid.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to refresh the address list and retry the transfer. Verify transfer destination directory.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">Problem transferring to the given phone number. Try again with a valid phone number.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>INVALID_PHONE_NUMBER</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">The transfer phone number is invalid.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to select a valid number.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">Problem updating the given phone number. Try again with a valid phone number.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_UPDATE_PHONE_NUMBER</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">Updating a phone number failed because the number is invalid.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 ">Ask the rep to enter a valid number.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1074 ">We can't get the phone contacts, please try later.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1077 "><code>CAN_NOT_GET_PHONE_CONTACTS</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1080 ">The phone contacts/directory couldn't be retrieved.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1083 "> <p>Ask the rep to retry loading the phone contacts.</p> <p style="margin-bottom:0;">Verify directory configuration if persistent.</p> </td> </tr> </tbody> </table> ## Dialing Rules and Outbound Restrictions Errors <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.25%"> <col style="width:18.75%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1289">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1292">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1295">Why This Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1298">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">This number is in a country you're not authorized to call.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>AREA_CODE_NOT_IN_DIALABLE_LIST</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The destination country/area code isn't permitted. The number is outside the allowed dialable list.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 "> <p>Ask the rep to use an authorized number.</p> <p style="margin-bottom:0;">Adjust dialable country/area configuration if needed.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">Enter a valid phone number.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>PHONE_NUMBER_NOT_VALID</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The entered number is not valid.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Ask the rep to enter a valid number.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">Enter a valid phone number, including the country code.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>PHONE_NUMBER_NOT_VALID_E164_FORMAT</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The number isn't in E.164 format.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Ask the rep to enter a number with a country code.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">You aren't authorized to make this call. Contact your admin to request the required permissions.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>UNAUTHORIZED_SERVICE_CALL</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The rep lacks permission for this call.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Grant required calling permissions to the rep.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">To make a new call, complete any active work. Then, try again.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>AGENT_AT_MAXIMUM_CAPACITY</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The rep is at max concurrent work capacity but attempted a new call.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Ask the rep to complete active work and then retry the call. Review capacity model if needed.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">The outbound call queue is misconfigured. Contact your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>OUTBOUND_QUEUE_MISCONFIGURED</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">The outbound queue isn't set up correctly.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Fix outbound queue configuration.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1289 ">You've exceeded the concurrent call limit. Complete your active calls before starting another one.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1292 "><code>CALL_THROTTLED</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1295 ">Concurrent call limit reached. There are too many simultaneous calls.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1298 ">Review concurrency limits if needed.</td> </tr> </tbody> </table> ## Supervisor and Call Monitoring Errors | Error Message | Console Log Label | Why This Appears | Action to Take | | --- | --- | --- | --- | | We're having trouble with call monitoring right now. Try again or contact your Salesforce admin. | `CAN_NOT_SUPERVISE_CALL` | Starting call monitoring failed. | Ask the supervisor to retry monitoring the call. Investigate monitoring configuration if persistent. | | We're having trouble with call monitoring right now. Try again or contact your Salesforce admin. | `CAN_NOT_DISCONNECT_SUPERVISOR` | The supervisor couldn't disconnect from monitoring. | Ask the supervisor to retry disconnecting from monitoring the call. Investigate if persistent. | | You can't barge in to the call because of an error. Try again or contact your Salesforce admin. | `CAN_NOT_BARGE_IN_SUPERVISOR` | Barge-in during monitoring failed. | Ask the supervisor to retry barging into the call. Investigate if persistent. | ## Consent Errors <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.25%"> <col style="width:18.75%"> <col style="width:25%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1541">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1544">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1547">Why This Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56144e1550">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1541 ">We couldn't load the Voice connector. We're missing your consent that calls may be recorded and transcribed, and such calls, recordings and transcripts may be analyzed for quality or training purposes. Ask your Salesforce admin for help with code E-6002.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1544 "><code>GDPR_CONSENT_DECLINED</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1547 ">The connector won't load without recording and transcription consent. The rep declined or hasn't given consent.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1550 "> <p>Ask the rep to provide consent.</p> <p style="margin-bottom:0;">Review consent configuration/requirements.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1541 ">We couldn't load the Voice connector. There was an error opening GDPR consent modal. Ask your Salesforce admin for help with code E-6003.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1544 "><code>GDPR_CONSENT_MODAL_ERROR</code></td> <td data-label="Why This Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1547 ">The consent dialog failed to open, blocking the connector from loading.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d56144e1550 ">Ask the rep to refresh the browser. Investigate if persistent.</td> </tr> </tbody> </table> ## Informational Messages These status notifications let reps know information without specific action required. | Informational Message | Console Log Label | Why This Appears | | --- | --- | --- | | Pausing call recording. | `PAUSING_RECORDING` | Recording pause in progress. | | Resuming call recording. | `RESUMING_RECORDING` | Recording resume in progress. | | Agent settings were updated. | `AGENT_CONFIG_UPDATED` | Rep configuration was applied. | | You've logged out of your phone system. To log in, refresh your browser. | `THIRD_PARTY_IDP_LOGOUT` | The rep was logged out at the identity provider (IdP). | #### See Also - [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&language=en_US) - [Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&language=en_US) <!-- document id=7f2cd3e0ea4b7627af8f5165c40f2eccaac28ea8245088e241e9cf9f9cdd2387 url=/admin/current/en-us/service/264-0-0/voice_amazon_connect_errors_reference.md --> # Troubleshoot Errors from Amazon Connect in Salesforce Voice Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice. ### Required Editions Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect ## Softphone Errors for Setup and Access Issues These setup errors and messages are visible to reps in the Omni-Channel softphone. Corresponding console log labels appear in the browser console when the errors are triggered. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.666666666666668%"> <col style="width:20%"> <col style="width:26.666666666666668%"> <col style="width:26.666666666666668%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e91">Softphone Error</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e94">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e97">Why this Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e100">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">We couldn’t authenticate you through SSO. Try refreshing your browser or ask your Salesforce admin for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>AUTH_RETRIES_EXHAUSTED</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 "> <p>The rep previously logged in successfully. Single sign-on (SSO) succeeded with the Amazon Connect Contact Control Panel (CCP) running in the background. But the connection or session has since failed repeatedly, and the system has stopped trying to authenticate for this session. </p> <p style="margin-bottom:0;">This situation can happen if there’s an expired or invalid session or token or if token refresh has failed. It can also happen due to SAML or SSO log in failure. See the <code>SSOLogin Failed</code> entry for likely causes.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Ask the rep to refresh their browser. </p> <p>Ask the rep to log in to Omni-Channel again by selecting a presence status of available.</p> <p>Follow recommendations in the <em>How Do I Troubleshoot Omni-Channel Login and SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce Voice</a>.</p> <p style="margin-bottom:0;">If you validate the configuration but the problem is persistent, ask your identity provider (IdP) admin to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Your SSO authentication session has expired. Try refreshing your browser. If the issue persists, log out of Omni-Channel by updating your presence status and then log in as available again.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>AUTH_SESSION_EXPIRED</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 "> <p>The rep previously logged in successfully. SSO succeeded with the Amazon Connect Contact Control Panel (CCP) running in the background. But the connection or session has since expired. </p> <p style="margin-bottom:0;">This situation can happen if there’s an expired or invalid session or token or if token refresh has failed. It can also happen due to SAML or SSO log in failure. See the <code>SSOLogin Failed</code> entry for likely causes.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Ask the rep to refresh their browser. </p> <p>Ask the rep to log in to Omni-Channel again by selecting a presence status of available.</p> <p>Follow recommendations in the <em>How Do I Troubleshoot Omni-Channel Login and SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce Voice</a>.</p> <p style="margin-bottom:0;">If you validate the configuration but the problem is persistent, ask your identity provider admin to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Failed to set contact attributes in Amazon Connect. Try again. If the issue persists, contact Salesforce Customer Support for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CAN_NOT_SET_CONTACT_ATTRIBUTE</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">Setting contact attributes in Amazon Connect failed.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Ask the rep to retry their action. </p> <p style="margin-bottom:0;">If the problem persists, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Failed to start monitoring call in Amazon Connect because of an error. Try again. If the issue persists, contact Salesforce Customer Support for help.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CAN_NOT_START_MONITORING_CONTACT</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">Call monitoring couldn't start for Amazon Connect.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Ask the supervisor to retry monitoring the call. </p> <p style="margin-bottom:0;">If the problem persists, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Your SSO authentication didn't provide the required access. Ask your Salesforce admin to check your user configuration in Amazon Connect.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>CONNECTOR_ACCESS_DENIED</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 "> <p>Amazon Connect responded with a 403 forbidden or similar status code. The user is authenticated but not allowed to perform the requested action. This error is due to authorization failure, not authentication failure. </p> <p style="margin-bottom:0;">This situation can happen if a rep lacks IAM or Amazon Connect permissions for the operation or if they have security profile or routing profile misconfiguration.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Try these troubleshooting tips, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-security-profiles.html" target="_blank">Amazon Connect permissions and security profiles documentation</a> for more information. </p> <ul> <li>In AWS, confirm the rep’s security profile and IAM role. Grant the required permissions for the operation (rep, contact, or connection APIs) in Amazon Connect.</li> <li>In Amazon Connect, verify the security profile and routing profile settings. Make sure that the user has access to the queue, channel, or action.</li> </ul> <p style="margin-bottom:0;"> If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Enable the microphone in your browser.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>microphone_not_shared</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep doesn’t have the microphone enabled in the browser settings for the site that’s running the Salesforce Voice softphone.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>For Chrome, see <a href="https://support.google.com/chrome/answer/2693767?hl=en" target="_blank">Use your camera and microphone in Chrome</a>.</p> <p>If using Firefox, see <a href="https://support.mozilla.org/en-US/kb/firefox-page-info-window" target="_blank">Firefox Page Info window</a>.</p> <p style="margin-bottom:0;">After updating the microphone permission setting, reload the Salesforce app.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There's a network issue. Ask your Salesforce admin to check the network configuration. (E-1016)</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>signalling_handshake_failure</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 "> <p>The Amazon Connect softphone can’t establish an initial signaling connection for WebRTC. </p> <p style="margin-bottom:0;">This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, restrictive security policies, or other network configuration issues.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more information. </p> <ul> <li>Verify network connectivity to Amazon Connect endpoints.</li> <li>Check firewall rules for WebSocket connections. </li> <li>Test from a different network.</li> <li>Verify corporate proxy settings.</li> <li>Try the action again or wait a minute and then try again.</li> </ul> <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There's a network issue. Ask your Salesforce admin to check the network configuration. (E-1017)</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>signalling_connection_failure</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 "> <p>The Amazon Connect softphone can’t establish an initial signaling connection for WebRTC due to an internal connection error. </p> <p style="margin-bottom:0;">This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, restrictive security policies, or other network configuration issues.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more information. </p> <ul> <li>Verify network connectivity to Amazon Connect endpoints. </li> <li>Check firewall rules for WebSocket connections.</li> <li>Test from a different network.</li> <li>Verify corporate proxy settings.</li> <li>Try the action again or wait a minute and then try again.</li> </ul> <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">This browser isn’t supported. Please try again with another browser.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>unsupported_browser</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep is using an unsupported browser. Voice supports the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">Ask the rep to change or update their browser.</td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like you're logged in on different browsers, like Chrome and Firefox. Access Salesforce Voice from one browser at a time.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>user_busy_error</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep has the Amazon Connect Contact Control Panel (CCP) running in two distinct browsers at the same time. When a rep logs into Omni-Channel, Salesforce loads the CCP in the background.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">Ask the rep to use one browser at a time to log in to Omni-Channel.</td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1019.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>vdi_redir_not_supported</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The rep is trying to use Citrix audio redirection, but their Citrix environment doesn't support this feature. Audio redirection allows a rep’s voice to go directly from their local device to Amazon Connect (bypassing the virtual desktop), which improves call quality.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 ">To verify that your Citrix environment meets the requirements, refer to <a href="https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-citrix-step-by-step.html" target="_blank">Optimize Amazon Connect audio for Citrix cloud desktops</a> in the Amazon Connect Administrator Guide.</td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">Looks like there’s an issue with your voice call VDI setup. Try refreshing your browser, then ask your Salesforce admin for help with code E-1018.</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>vdi_strategy_not_supported</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">The Virtual Desktop Infrastructure (VDI) platform you're using is not currently supported by Amazon Connect for audio redirection. Amazon Connect only supports specific VDI platforms.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>To confirm the VDI platforms that Amazon Connect supports, refer to the supported VDI platforms in the <a href="https://github.com/amazon-connect/amazon-connect-streams/blob/master/src/index.d.ts" target="_blank">amazon-connect-streams documentation</a> (<code>VDIPlatformType</code> enum values).</p> <p style="margin-bottom:0;">Configure VDI setup with <a href="https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5" title="To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set.">Set Up Voice Call Audio for Virtual Desktop Users</a>.</p> </td> </tr> <tr class=""> <td data-label="Softphone Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e91 ">There’s a network issue. Ask your Salesforce admin to check the network configuration. (E-1015)</td> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e94 "><code>webrtc_error</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e97 ">An issue occurred because the rep is using an unsupported browser, or a required port or protocol isn’t open. For example, UDP on port 443 isn’t allowed. Only the latest three versions of Chrome or Firefox are supported.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e100 "> <p>Confirm that the rep is using a supported browser. Voice supports the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium) only. </p> <p>Check that all traffic is allowed for required ports and protocols. See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html#ccp-networking" target="_blank">CCP Networking</a> and <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-contact-control-panel.html#phone-settings" target="_blank">Phone Settings</a> for more information.</p> <p style="margin-bottom:0;">If the problem persists after checking the browser and settings for ports and protocols, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> </tbody> </table> ## Browser Console Log Errors and Messages These errors and messages are available in the browser console log only and don’t appear in the Omni-Channel softphone. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:26.153846153846157%"> <col style="width:36.92307692307692%"> <col style="width:36.92307692307692%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e567">Console Log Label</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e570">Why this Appears</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27216e573">Action to Take</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>AgentHungUp</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>The rep voluntarily ended the contact or disconnected from the call, often before a successful connection was fully established. This message also shows when the system registers an unexpected disconnect. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records an <code>AGENT_HANGUP</code> metric, syncs the Omni-Channel status to After Conversation Work (ACW) or Ready or Offline based on configuration, and closes the agent work.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">If there are recurring premature hang-ups, instruct reps to avoid this behavior.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>BadAddressAgent</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This configuration error displays when the phone number for the rep’s softphone or external device is invalid, unreachable, or malformed. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records an <code>INVALID_AGENT_ADDRESS</code> metric and syncs the Omni-Channel status to Error or Offline. The creation of agent work is prevented or immediately canceled.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Fix the phone number configuration for the softphone or external device. See the <em>Claim a Phone Number in Amazon Connect</em> section in <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_amazon_connect_details.htm&release=264.0.0&type=5" title="Get your contact center up and running by configuring your Amazon Connect instance to work with Salesforce Voice (formerly Service Cloud Voice).">Configure Your Amazon Connect Instance</a>. For deskphones, see <a href="https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&release=264.0.0&type=5" title="You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.">Set Up Desk Phones for your Contact Center</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>BadAddressCustomer</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error displays when the customer's destination phone number is invalid, unreachable, or malformed. This error typically occurs during an outbound call or transfer attempt. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records an <code>INVALID_CUSTOMER_ADDRESS</code> metric, syncs the Omni-Channel status if the rep was in mid-transfer when the error occurred. Salesforce also closes or cancels the agent work related to the failed attempt.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">If the issue persists and affects multiple numbers, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Default</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error is used for unclassified or unexpected error states reported by Amazon Connect. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records an <code>UNCLASSIFIED_AGENT_ERROR</code> metric, syncs the Omni-Channel status to Error or Offline, and closes or cancels the agent work. </p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Error</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error for the Amazon Connect Service Layer is a generic, unclassified error that occurs during a rep action or state transition in Amazon Connect. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records a call acceptance failure metric (<code>GENERIC_AGENT_ERROR</code>), syncs the Omni-Channel status to Error or Offline, and closes or cancels the agent work if it’s associated with a contact.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>FailedConnectAgent</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error displays when Amazon Connect can’t establish the rep leg of a call. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records a call acceptance failure metric (<code>ACCEPT_BUT_FAILED</code>), syncs the Omni-Channel status, and closes or cancels the agent work.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>FailedConnectCustomer</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error displays when Amazon Connect can’t establish the customer leg of a call. For example, the customer doesn’t answer, the line is busy, or there’s an infrastructure failure on the customer side. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records a <code>CUSTOMER_CONNECT_FAILURE</code> metric, syncs the Omni-Channel status, and closes or cancels the agent work.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>ice_collection_timeout</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>The Amazon Connect softphone couldn’t communicate with the Salesforce softphone endpoint.</p> <p style="margin-bottom:0;">This situation can happen due to a firewall blocking WebSocket connections, network proxy issues, or restrictive security policies.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 "> <p>Try these troubleshooting steps, and see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more information. </p> <ul> <li>Make sure that the rep’s workstation meets the minimum network requirements.</li> <li>Check the firewall settings to see if UDP 3478 outbound traffic is allowed to Amazon Connect softphone media. Make sure that all traffic requirements are configured properly in your network.</li> <li>Turn off any virtual private networks (VPNs) that you use, or test another browser or workstation to isolate workstation-related issues.</li> <li>If you use a stateless firewall, then add the ephemeral port range to your allowlist.</li> </ul> <p style="margin-bottom:0;">If the problem persists after validating the network, ask your network team to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>LineEngagedAgent</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This message displays in logs when the rep isn’t properly managing line availability. The rep’s external line is busy when Amazon Connect attempts to route a new contact. </p> <p style="margin-bottom:0;">When this error displays, Salesforce records an <code>AGENT_LINE_ENGAGED</code> metric, syncs the Omni-Channel status so that the status remains Ready or Available, and reroutes the contact. Salesforce immediately cancels or rejects the agent work. </p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">No action needed. Informational message only.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>LineEngagedCustomer</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This message displays if the customer's line is busy when the rep or system attempts an outbound call or transfer. </p> <p style="margin-bottom:0;">When this message displays, Salesforce records a <code>CUSTOMER_LINE_ENGAGED</code> metric, and closes or cancels the agent work associated with the failed attempt.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">No action needed. Informational message only.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>MissedCallAgent</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This message displays if the rep doesn’t accept a routed call within the configured timeout period. </p> <p style="margin-bottom:0;">When this message displays, Salesforce records an <code>AGENT_MISSED_CALL</code> metric and syncs the Omni-Channel status to Offline, Missed Call, or Not Ready, and closes or cancels the agent work. </p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Ask the rep to accept the call within the timeout period.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>MultipleCcpWindows</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This message displays if the rep is logged into the Contact Control Panel (CCP) in multiple browser tabs or windows simultaneously. This situation can happen when they’re logged into Omni-Channel in multiple browser tabs or windows. </p> <p style="margin-bottom:0;">When this message displays, Salesforce records a <code>MULTIPLE_CCP_DETECTED</code> metric, syncs the Omni-Channel status by setting the rep to Offline or Error state in all but one session. Salesforce prevents agent work creation or cancels agent work in non-primary tabs and windows.</p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 ">Ask the rep to use Omni-Channel in one browser tab or window at a time. See <a href="https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5" title="Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.">Salesforce Voice Limits and Limitations</a>.</td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>Other</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 ">An internal error occurred in Amazon.</td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 "> <p>Try refreshing the browser. </p> <p>If the issue persists, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> <p style="margin-bottom:0;">See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more information.</p> </td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>RealtimeCommunicationError</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>This infrastructure error displays if a persistent, non-recoverable error in WebRTC or real-time media communication occurs between the rep’s browser and Amazon Connect. </p> <p style="margin-bottom:0;">When this message displays, Salesforce records a <code>WEBRTC_COMMUNICATION_ERROR</code>, syncs the Omni-Channel status to Offline or Error, and closes or cancels agent work and disconnects any active call. </p> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 "> <p>If the issue doesn’t resolve, contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>. </p> <p style="margin-bottom:0;">See <a href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" target="_blank">Amazon Connect Network Requirements</a> for more information.</p> </td> </tr> <tr class=""> <td data-label="Console Log Label" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e567 "><code>SSOLogin Failed</code></td> <td data-label="Why this Appears" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e570 "> <p>The rep’s Single Sign-On (SSO) authentication wasn’t successful, preventing them from securely logging into the Contact Control Panel (CCP) or the underlying Amazon Connect service. </p> <p>Common Causes:</p> <ul> <li>There’s a SAML configuration mismatch. There are errors in the configuration of the SSO URL, Entity ID, or an expired signing certificate between the identity provider and the Amazon Connect Service Provider.</li> <li>The rep’s user account isn’t active or correctly provisioned for the application within the identity provider settings.</li> <li>There’s a user ID mapping error. The unique identifier (NameID attribute) passed in the SAML assertion doesn't match the expected user ID format required by Amazon Connect and Salesforce.</li> <li>There are browser or session issues. Old session data, cookies, or cached credentials are causing repeated authentication attempts instead of a successful sign-in. Third-party cookies in the browser settings may be blocked.</li> </ul> </td> <td data-label="Action to Take" class="slds-cell-wrap" style="vertical-align:top;" headers="d27216e573 "> <p>Follow recommendations in the <em>How Do I Troubleshoot Omni-Channel Login and SSO Issues?</em> section of <a href="https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5" title="To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips.">Troubleshoot Salesforce Voice</a>. </p> <p style="margin-bottom:0;">If you validate the configuration but the error is persistent, ask your identity provider admin to contact Salesforce support or Amazon support, <a href="https://help.salesforce.com/s/articleView?id=service.voice_expert_support.htm&release=264.0.0&type=5" title="Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.">depending on your telephony model</a>.</p> </td> </tr> </tbody> </table> #### See Also - [_AWS re:Post Knowledge Center:_ How do I troubleshoot CCP user interface errors in Amazon Connect?](https://www.repost.aws/knowledge-center/connect-troubleshoot-ccp-ui-errors) - [_Salesforce Help_: Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&type=5&language=en_US) - [Troubleshoot Errors for Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_errors_reference.htm&release=264.0.0&type=5 "Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.") - [Troubleshoot Error and Information Codes for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_troubleshoot_error_info_code.htm&language=en_US) <!-- document id=f9a09fe90f551288d272a9ea0106a75f0edcefb71cbcc2cd21c4be7353f619bb url=/admin/current/en-us/service/264-0-0/sp_test_knowledge.md --> # Troubleshoot Knowledge in Service Assistant Check your data library configuration and complete troubleshooting steps for grounding Service Assistant in knowledge. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When you don’t see any knowledge articles cited in your service plan, the cited articles aren’t relevant, or you see the listed general error messages, take the general knowledge troubleshooting steps. If the general troubleshooting steps don’t resolve your issue, or you see the targeted error messages, try the more targeted troubleshooting tests. The targeted error messages indicate that there’s a technical error with your retriever. We guide you through performing a general check of your retriever and rebuilding your search index. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When you evaluate knowledge-grounded service plans, not every detail from your articles appears in the plan, including full ordered procedures. Service Assistant summarizes content for succinct resolution guidance. Your exact step-by-step articles aren’t surfaced direclty in service plans. Procedural steps may be omitted, condensed, or combined into a single step ## Knowledge Grounding Error Messages General Error Messages - Something went wrong while creating a plan. Ask your Salesforce Admin to review the data library configuration. - We couldn't show any sources. Ask your Salesforce admin for help. - I couldn't find any sources to cite. Ask your Salesforce admin to check the data library configuration. - Check your data library configuration. Targeted Error Messages - I couldn't find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. - "I couldn't find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever. ## General Knowledge Troubleshooting Check the Data Library When you see any error message that indicates an issue with the data library or to check the data library, go to the Agentforce Builder and check that your data library is active. - If it isn’t active and doesn’t show a ready status, rebuild the search index and retriever. - If it is active and in a ready status, remove data library and then add it back to the agent. Check Permissions and Data Access - Confirm that your agent is activated. - Confirm all users have the correct custom permissions for knowledge grounding. See [Knowledge Grounding Best Practices and Permissions](https://help.salesforce.com/s/articleView?id=service.sp_knowledge_practices.htm&type=5&language=en_US). Specifically, check that the ServicePlanner User (agent user) has the Data 360 User permission set and that the user has access to any customer record types, fields, and data categories. - Confirm that the admin, service reps, and the ServicePlanner User have access to the default data space on their permission sets. Generally, only the Service Assistant admin needs access to the default data space with the Data Cloud Architect permission set. However, providing service reps access to the default data space is recommended when your knowledge articles aren't included in your drafted plans or you experience any errors drafting service plans with knowledge grounding. You can grant default data space access through either the knowledge custom permission sets or the standard Service Assistant permission sets. See [Default Data Space Access](https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&type=5&language=en_US). Check Your Data Library Setup - Make sure you have Show Sources enabled in your data library configuration. Keep in mind that the Sources section show in a service plan based on whether Show Sources is enabled in your data library when the service plan is generated, not when you view it. If Show Sources isn't enabled during plan generation, the Sources section doesn't appear regardless if you later enable Show Sources. If you have existing service plans before Show Source is enabled, the Source sections won’t show. - Make sure your articles are published and publicly available. Knowledge articles that are publicly available have `IsVisibleInPkb` set to `True`. - Double-check your data category settings and access. Ensure that your data categories are visible and any data categories set for your knowledge articles match the data category filtering set in the Knowledge tab of your data library. - Review your articles to ensure the structure and format match the identifying and content fields you've set in your data library. Identifying fields are used to search your knowledge base to find relevant articles that match the case details. Content fields are used to extract key information from the knowledge articles to create plan steps. - Identifying fields only support TEXT (String) and TEXT AREA field types. - Identifying fields are limited to 255 characters, which keeps content within the 512 token limit and results in faster data library build times. TEXT AREA fields cause the library to take longer to build. - For identifying fields, select fields that provide a concise summary of the article. You must select two fields. We recommend one field as Title and the other as either Summary or Question. - Avoid setting Rich Text Area fields as identifying fields. The HTML markup isn't stripped and it can reduce the quality of results. - For content fields, select the fields that have the most content, like Answer and Detail. - If you use custom knowledge fields in your configuration, confirm that the ServicePlanner User has access to those fields. Perform a Review of Your Knowledge Articles The inclusion of knowledge articles in service plans depends on how your articles are written and structured. Always review your knowledge articles before creating a data library to make sure that they: - Have clear and specific titles and summaries. - Are well-organized, specific, detailed, and easily parsed according to the guidelines provided in [Prepare Source Content](https://help.salesforce.com/s/articleView?id=ai.data_library_prepare.htm&language=en_US&type=5). - Are up-to-date, including that any assigned data categories are correct. - Don't contain information that conflicts with the subagents you create for Service Assistant. - Don't include duplicate or conflicting information. - Include a summary that briefly describes each article and its scope. A clear summary improves search results. While a comprehensive review isn't always feasible for companies with large knowledge bases, we recommend that you evaluate the Titles and Summaries of the articles you expect to show in service plans. While updating these fields can also be difficult at scale, they’re important for the search and retrieval of relevant knowledge articles. Review the Case Content - Review the case subject, description, and fields set in your Service AI Grounding configuration to confirm there's enough information in each field and that the information is relevant to the knowledge articles you expect to show. Make sure that the information doesn't conflict with the knowledge articles you expect to show. - Review the case comments, case emails, and case feed if you've selected those as grounding sources. Make sure there is relevant information and the information doesn't conflict with the knowledge articles you expect to show. ## Targeted Knowledge Troubleshooting After the general setup check, run troubleshooting tests to investigate which articles Service Assistant references to create plan steps. If you find that the right articles aren’t referenced in a plan as indicated in the Sources section of the component, first confirm your retriever is active and then rebuild the search index. Afterward, you can use the Query Editor to investigate which articles are referenced by Service Assistant and their relevance scores. ### Check Your Retriever and Rebuild Your Search Index When you create an Agentforce Data Library, a search index is created to break down your Knowledge base into chunks of information. A data retriever is also created to search through the chunks and add your knowledge content as steps in a service plan. This test requires you to confirm that your retriever is active and rebuild your search index to sync your data library with the latest information in your knowledge base. We recommend rebuilding your search index when you add, modify, or remove knowledge articles. 1. From the App Launcher, enter and select **Einstein Studio**. 2. Select the name of the retriever for your knowledge data library. The retriever name is the same name as your data library name. 3. From the retriever detail page, confirm that your retriever is active. If it’s not active, contact Salesforce customer support. 4. From the App Launcher, enter and select Data Cloud. 5. From the Data Cloud app, go to the Search Index page and then select the name of your search index for your knowledge data library. The name of your search index is the same as your data library. 6. From the search index detail page, rebuild the index. The rebuild time is based on the amount of articles in your data library. ![Data library knowledge settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_index.png) After the rebuild is complete, refresh your Case record page and then draft and evaluate several service plans by making any edits to the Subject or Description fields. Confirm that the plan steps reference information from your knowledge articles and whether the information is relevant based on the Case details. ### Check Knowledge Retrieval This test requires using the Data Cloud Query Editor to review what information from your articles is pulled into a service plan based on the content fields set in your data library. For example, here’s a data library with Answer, Detail, and Summary content fields set. In a service plan, it’s possible that you sometimes see that the steps aren’t relevant based on the case details or the articles cited as sources in the plan aren’t relevant. To check what information is chosen, use the Data Cloud Query Editor to examine what parts of your knowledge content Service Assistant is sourcing and pulling into the service plan. ![Data library knowledge fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_fields.png) 1. From the Data Cloud app, [create a workspace in the Query Editor](https://help.salesforce.com/s/articleView?id=data.c360_a_query_editor_create_workspace.htm&type=5&language=en_US). 2. Go to the Data Model Object tab and then click + to open a new tab. ![Query editor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_query_editor.png) 3. In the query editor, enter this query. ``` SELECT v.Hybrid_score__c AS Score, c.Chunk__c AS Chunk, c.SourceRecordId__c AS SourceRecordId, c.DataSource__c AS DataSource, c.DataSourceObject__c AS DataSourceObject FROM hybrid_search( TABLE(KA_My_ADL_1754515206370_index__dlm), 'TV', 'KnowledgePublicationStatus__c = ''Online'' AND DataSource__c IN ( ''ssot__URL__c'', ''Detail_c__c'', ''Answer_c__c'', ''Question_c__c'' )', 30 ) v INNER JOIN KA_My_ADL_1754515206370_chunk__dlm c ON c.RecordId__c = v.RecordId__c INNER JOIN ssot__KnowledgeArticleVersion__dlm kav ON c.SourceRecordId__c = kav.ssot__Id__c ORDER BY Score DESC LIMIT 10; ``` 4. Edit the query with these modifications. 1. Replace `KA_My_ADL_1754515206370_index__dlm` and `KA_My_ADL_1754515206370_chunk__dlm` with the name of your index and chunk DMOs for your data library. You can find these names in the DMO list in the left-hand panel. 2. Replace ‘TV’ with a search term for your articles. 3. Replace the fields listed in `DataSource__c (''ssot__URL__c'',''Detail_c__c'',''Answer_c__c'',''Question_c__c'')` with the identifying and content fields you set in your data library. Data 360 adds an extra `__c` to custom fields. Make sure your custom fields have an extra `__c` at the end of the name. Here’s an example query with the required edits highlighted. ![Edited query example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_query_ex.png) 5. Run the query and review your results. Here are example results. The chunks of information referenced in the search index by Service Assistant are from the Detail field. The Answer and Summary fields aren’t referenced. In this case, review the articles included in your library to verify that they have these fields completed and that the information is clear and specific. ![Query result example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_test_knowledge_query_results.png) <!-- document id=bd46a91f01178cab35b183bbae8816601c751f61b0cbdc348ffec9def19b876f url=/admin/current/en-us/service/264-0-0/troubleshoot_proactive_service_issues.md --> # Troubleshoot Proactive Service Issues Resolve common issues encountered when setting up or running proactive service campaigns with the Agentforce Service Agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> If your proactive service scenario does not trigger or your agent does not respond, use this guide to identify the cause. Most issues relate to data synchronization, permission sets, or incorrect flow configurations. Campaign and Detection Troubleshooting | Issue | Potential Cause | Resolution | | --- | --- | --- | | Campaign does not start | The detection flow did not run. | Check the Data Cloud trigger status. Make sure the flow is active and that the event data exists in the Data Cloud DMO. | | No members in campaign | Contact IDs are missing. | Proactive service requires a valid Salesforce Core Contact ID. Make sure your Data Cloud segment maps to Core Contact records. | | Delayed outreach | System processing time. | Outreach flows run on a schedule. Make sure you wait at least 2 hours after launching the campaign for the outreach to process. | Agent and Messaging Troubleshooting | Issue | Potential Cause | Resolution | | --- | --- | --- | | Campaign does not start | Incorrect routing logic. | Check your Omni-Channel flow. Make sure that the Route Work action points to the specific Agentforce Service Agent assigned to the campaign. | | Raw variables in chat | Missing context variables. | If the agent displays raw variable names, the URL or the Messaging Session field is empty. Update your Omni-Channel flow with fallback greeting logic. | | Messaging fails to load | Wrong channel version. | Make sure that you use Enhanced Chat v1. Enhanced Chat v2 is not supported for proactive service. | | User verification error | Setting mismatch. | Make sure that the Add User Verification checkbox is selected in both the Messaging Channel and the Experience Site component. | <!-- document id=36fd03c271feda484c90d916990217951ff1cf153233318de9ead42077e86a5a url=/admin/current/en-us/service/264-0-0/voice_troubleshooting_tips.md --> # Troubleshoot Salesforce Voice To learn how to fix common issues in Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review these troubleshooting tips. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect - **[Where Can I Find More Information about Setting Up and Using Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Access recommended resources for planning, preparing, implementing, and using Service Cloud Voice. - **[How Do I Troubleshoot Network Issues for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If your networking setup isn’t working as expected, follow our guidance for troubleshooting. - **[How Do I Troubleshoot Call Quality Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Salesforce Voice tracks audio quality with a Mean Opinion Score (MOS) for a given voice call. - **[How Do I Troubleshoot Omni-Channel Login and SSO Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** When a rep sets their Omni-Channel presence status to show availability, Salesforce uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. If your reps are having trouble logging into Omni-Channel by setting their presence status or can’t complete SSO, try these troubleshooting suggestions. - **[How Do I Troubleshoot Rep Status Sync Issues](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If you’re finding that rep statuses are out of sync with a partner telephony or CCaaS provider, try these recommendations. - **[Why Is the Caller or Recipient Field Empty for a Voice Call](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Address situations where the caller or recipient field is empty on a voice call. - **[Why are Phone Calls Routed to Reps when They Don’t Have Capacity](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Learn about rep capacity and voice calls. - **[Why Is Voice Missing from Setup in the Quick Find Menu](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** Take these steps to make sure Voice is available from the Quick Find menu in Setup. - **[Why Can’t I Access Call Recordings?](https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&release=264.0.0&type=5)** If your telephony provider is Amazon Connect, take these steps during network configuration to make sure that reps and supervisors can access call recordings in Salesforce. ## Where Can I Find More Information about Setting Up and Using Salesforce Voice Access recommended resources for planning, preparing, implementing, and using Service Cloud Voice. - To understand how to best plan and prepare for Salesforce Voice implementation, see the [Salesforce Voice Planning Checklist](https://help.salesforce.com/s/articleView?id=service.voice_planning_checklist.htm&release=264.0.0&type=5 "Before you begin setting up your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center, take care of essential planning steps. These steps highlight best practices for using Salesforce Voice with Telephony Providers and help you understand what to expect during your Voice rollout."). - To make sure your contact center runs optimally and correctly, review [Best Practices for Service Cloud Voice](https://help.salesforce.com/s/articleView?id=service.voice_call_best_practices.htm&release=264.0.0&type=5 "To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)."). - To set up Salesforce Voice, see [Connect Voice from a Partner Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&release=264.0.0&type=5 "Let service reps answer and make calls and resolve customer issues from Salesforce in a contact center backed by a third-party telephony or contact center as a service (CCaaS) provider."). - To customize Amazon Connect for Salesforce Voice, see [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm). - To learn how to connect an external telephony system to Salesforce Voice, see [Salesforce Voice with Partner Telephony Developer Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_dev_guide.htm). - To learn about supervisor features, see [Supervise and Train Reps on Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_supervisor_monitoring.htm&release=264.0.0&type=5 "Train and monitor your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) reps."). - To learn about rep features, see [Help Customers on the Phone](https://help.salesforce.com/s/articleView?id=service.voice_agents_call_controls.htm&release=264.0.0&type=5 "Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads."). For a more detailed breakdown of Salesforce Voice documentation, see the [Salesforce Voice with Telephony Providers Learning Map](https://help.salesforce.com/s/articleView?id=service.voice_learning_map.htm&language=en_US). ## How Do I Troubleshoot Network Issues for Salesforce Voice If your networking setup isn’t working as expected, follow our guidance for troubleshooting. For all telephony or CCaaS providers: - Check that you have followed the guidance in [Prepare Your Network for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_prepare_network.htm&release=264.0.0&type=5 "To minimize connectivity problems, prepare your network and rep machines for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice)."). - Make sure that the latency between your contact center region and the rep’s browser is within permissible latency limits. If not, work with your network team to improve the performance of your network. - In cases where reps use public internet to access Salesforce Voice in their desktop browser while working remotely, make sure that all network latencies are within permissible limits and that network settings are accurately configured. - Capture network logs to share with your IT team or Salesforce Support. - For port-related network troubleshooting concerns, reference this Knowledge Article to [use Wireshark to perform a packet capture of network traffic](https://help.salesforce.com/s/articleView?id=000385344&type=1&language=en_US). Capture network traffic in a `.pcap` file and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them. - Reference this Knowledge Article to [capture and debug network traffic with Fiddler](https://help.salesforce.com/s/articleView?id=000387330&type=1&language=en_US). Capture HTTP or HTTPS requests in a log and share it with your IT team. If you request Salesforce support for a networking issue, share this information with them. For partner telephony providers or CCaaS providers other than the Amazon Connect: - Reach out to your partner and work with them to troubleshoot any networking issues. - If the network is set up correctly, there should be very low latency between your company’s VPN to Salesforce as well as your company’s VPN to the telephony provider or CCaaS provider’s network. For Amazon Connect as your telephony provider: - To enable troubleshooting tools in individual reps’ desktops with Amazon Connect as the telephony partner, [set up the Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.") for your reps and share guidance on how they can [check their connection status](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."). Make sure that both the Amazon Connect connection check and the browser requirements check are accurate. ## How Do I Troubleshoot Call Quality Issues Salesforce Voice tracks audio quality with a Mean Opinion Score (MOS) for a given voice call. [Set up Mean Opinion Scores](https://help.salesforce.com/s/articleView?id=service.voice_setup_mos.htm&release=264.0.0&type=5 "To stay one step ahead of possible network degradations or call quality issues, add the Mean Opinion Score (MOS) field to your Voice Call layouts.") for your Salesforce Voice implementation to track call quality. No further implementation is needed for Amazon Connect. Partner telephony providers can enable support for MOS following the Salesforce Voice with Partner Telephony Developer Guide [Mean Opinion Score](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_mos.htm) article. Individual voice calls have a MOS value captured if the telephony provider supports the feature and the Mean Opinion Score field is added to the Voice Call layout. Follow the recommendations in our [Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&release=264.0.0&type=5 "After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing.") article to identify call quality trends for your company’s voice calls across various reps’ browsers. If there are few low MOS voice calls and no identifiable patterns for call quality, issues may depend on various factors during the course of a specific call. ## How Do I Troubleshoot Omni-Channel Login and SSO Issues When a rep sets their Omni-Channel presence status to show availability, Salesforce uses single sign-on (SSO) to connect them to a partner telephony or CCaaS system. It can take a few seconds to complete SSO. If your reps are having trouble logging into Omni-Channel by setting their presence status or can’t complete SSO, try these troubleshooting suggestions. ### Check the Rep’s Local Device - Ask the rep to clear their browser cache and cookies. - In the browser’s security settings, make sure that third-party cookies are allowed. Don’t block third-party cookies for Salesforce or partner URLs such as Amazon URLs. If you update browser security settings, reload the Salesforce app. - Make sure that the rep’s microphone is allowed in the Site Settings for the browser. - For Chrome, see [Use your camera and microphone in Chrome](https://support.google.com/chrome/answer/2693767). For Firefox, see [View site information with Page Info](https://support.mozilla.org/en-US/kb/firefox-page-info-window). If you update the microphone permission setting, reload the Salesforce app. - If checking the site settings for the browser and then reloading fails, test the microphone by using an online tool like [mictests.com](https://mictests.com/). Grant mic permission to the microphone test site in the browser’s site settings. If the test fails, contact your internal IT team to resolve the microphone access issue. - To run the Amazon Connect Endpoint Test Utility to verify the rep’s connection, [in the Connection Status utility](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider."), click Check Connection. This test is available only for Service Cloud Voice with Amazon Connect. - To check SSO for Salesforce Voice with Amazon Connect or Salesforce Voice with Partner Telephony from Amazon Connect, make sure that the rep can access the Amazon Connect Control Panel. As an admin, copy the Telephony Provider Settings link from Contact Center Details. Share the link with the rep, and ask them to open it in their browser. If the rep sees an error, refer to this [SSO Authentication Error Scenarios](https://help.salesforce.com/s/articleView?id=005316458&type=1&language=en_US) Knowledge Article. ### Check Permissions and Configuration for the User - Make sure that the rep is a [user in the contact center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_add_users.htm&release=264.0.0&type=5 "After you create a contact center, you can add more users to it or remove users who no longer need access."). For certain situations, like a change to a new SSO provider, remove reps from the contact center and then add them again to resolve SSO issues. - Verify Salesforce Voice [permission set assignments](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5 "Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.") for reps, admins, or supervisors based on your telephony model or [mixed license](https://help.salesforce.com/s/articleView?id=service.voice_mixed_license.htm&release=264.0.0&type=5 "Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license.") configuration. - To access the Salesforce Voice-generated connected app or external client app for SSO, a contact center user needs the permissions in the Salesforce Voice Permission Set. This permission set should be automatically assigned when an admin adds a user to the contact center. For Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, use the Salesforce Voice Permission Set or a custom permission set associated with the Salesforce Voice User (Partner Telephony) permission set license. - Check that the user has the appropriate Voice permission set license assigned. See [Assign a Permission Set License to a User](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_assign.htm&language=en_US). - For Salesforce Voice with Amazon Connect, assign the Salesforce Voice with Amazon User permission set license. - For Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, assign the Salesforce Voice User (Partner Telephony) permission set license. - Unless the user is accessing Salesforce Voice from a virtual desktop, make sure that the Remote Media for Virtual Desktop app permission is off. See [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&release=264.0.0&type=5 "To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set."). - To validate the SAML configuration, check that all SSO configuration parameters (SSO URL, Entity ID, and certificates) match exactly and are correctly configured in both the identity provider (IdP) and the Amazon Connect console. - Confirm that the user is actively enabled and assigned to the application in the identity provider before attempting SSO. - To validate user ID mapping, review the SAML assertion trace (if available) to make sure that the NameID attribute is correctly formatted and matches the expected user ID configured in the vendor system. ### Check Permissions for the Salesforce Org - Check that the [Require first-party use of Salesforce cookies](https://help.salesforce.com/s/articleView?id=004333227&type=1&language=en_US) My Domain setting is off. - Make sure that Session Settings provide microphone and speaker access. Keep the Include Permissions-Policy HTTP header Browser Feature Permission turned off, or turn it on and always allow microphone and speaker access. See [Control Access to Browser Features](https://help.salesforce.com/s/articleView?id=xcloud.security_browser_features.htm&language=en_US) for more information. ## How Do I Troubleshoot Rep Status Sync Issues If you’re finding that rep statuses are out of sync with a partner telephony or CCaaS provider, try these recommendations. For all telephony and CCaaS partners: These configuration choices and rep behaviors can lead to status sync issues. Check your implementation and take action to correct these if needed. - There’s a mapping misconfiguration between your Omni-Channel presence statuses and your telephony or CCaaS provider’s statuses. For an Amazon Connect contact center, see [Map Your Presence Statuses to Amazon Connect](https://help.salesforce.com/s/articleView?id=service.voice_map_presence_status.htm&release=264.0.0&type=5 "Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change."). For a partner telephony contact center, ask your telephony or CCaaS provider how to map statuses. - Auto accept is turned on in your telephony provider’s system. Salesforce Voice doesn’t support auto accept features from telephony providers, with the exception of configurations that use Omni-Channel Unified Routing. To configure auto accept, we recommend that you use the Automatically accept work requests setting in Omni-Channel. For more information, see [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&language=en_US). - After Conversation Work (ACW) time is turned on and greater than 0 seconds in your telephony or CCaaS provider’s system. Because other systems’ ACW settings aren’t supported, we recommend that you [configure After Conversation Work time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&language=en_US) with Salesforce settings only. - Reps don’t have assigned presence statuses for their phone channel. See [Configure Omni-Channel for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_omni.htm&release=264.0.0&type=5 "Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page.") to check your configuration. - The Update Status on Decline presence configuration setting is turned on, but the status specified for the rep if they decline a call isn’t accessible to the rep. For more information, see [Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&language=en_US). - For contact centers that use Amazon Connect as their telephony provider, the Update Status on Decline presence configuration setting or Update Status on Push Time-Out presence configuration is turned on, but the status specified for the rep is something other than Busy or Offline. For more information, see [Create Presence Configurations](https://help.salesforce.com/s/articleView?id=service.service_presence_create_presence_configurations.htm&language=en_US). - Reps have Salesforce Voice open in multiple browser tabs. Opening Voice in multiple tabs causes a rep's status to become out of sync. Ask your reps to use Salesforce Voice in one browser tab at a time. To help force a sync for systems from all telephony and CCaaS partners, reps can switch their Omni-Channel presence status to offline and then back to online. If Amazon Connect is your telephony or CCaaS partner: - To automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work, turn on [Presence Status Sync](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&release=264.0.0&type=5 "Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work."). - To prevent Amazon Connect from marking reps as available while Omni-Channel is still processing agent work records, [set the Amazon Connect status to sfdc\_pending](https://help.salesforce.com/s/articleView?id=service.voice_resolve_common_status_conflicts.htm&release=264.0.0&type=5 "To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending.") during work processing time. - To show reps real-time information about their status in Amazon Connect while they work in Salesforce, use the Connection Status utility and include its Provider Status section. It’s normal for a rep’s status to change and briefly show a mismatch between Omni-Channel and their partner provider, but reps can manually sync their status in rare cases where the status is out of sync for a longer period. See [Monitor and Sync Rep Status](https://help.salesforce.com/s/articleView?id=service.voice_monitor_sync_status.htm&release=264.0.0&type=5 "To provide reps real-time visibility into their status in their telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect.") for more information about setting up the Connection Status utility and [Check Connection Status and Address Provider Status Issues](https://help.salesforce.com/s/articleView?id=service.voice_agents_check_status.htm&release=264.0.0&type=5 "Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider.") for rep guidance on when to sync. - To avoid sync issues related to capacity and rep status, consider [routing voice calls using Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity."). Without Omni-Channel Unified Routing, if a rep is handling a case or messaging session with Respect Rep Capacity enabled and a blended status for accepting voice and other work types, incoming calls are declined and the rep’s Amazon Connect status remains Missed. For partner telephony providers or CCaaS providers other than Amazon Connect, status sync issues can result from faulty agent status syncing logic in the telephony or CCaaS partner’s solution. Check with your partner provider whether their integration is causing status sync issues. Partners can also share information on integration-specific features they recommend to maintain synced status. ## Why Is the Caller or Recipient Field Empty for a Voice Call Address situations where the caller or recipient field is empty on a voice call. If channel-object linking isn’t working and the Caller or Recipient field in the VoiceCall record is empty, verify that the Match Callers to End-User Records option is turned on in Voice setup. If it’s enabled, Salesforce tracks end-user information using the EndUser entity, not Recipient or Caller fields in the VoiceCall entity. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For inbound calls, the Caller field is populated with the end user. For outbound calls, the Recipient field is populated with the end user. For more information, see [Configure Caller ID for Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_identify_callers.htm&release=264.0.0&type=5 "Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed."). ## Why are Phone Calls Routed to Reps when They Don’t Have Capacity Learn about rep capacity and voice calls. Rep capacity doesn’t apply to voice calls. To prioritize calls, Omni-Channel routes incoming calls to reps regardless of their capacity, by default. You can override this setting by turning on the Respect Rep Capacity option. For more information, see [Set Up Rep Statuses and Capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&type=5&language=en_US) and [Respect Rep Capacity for Voice Calls](https://help.salesforce.com/s/articleView?id=service.voice_respect_agent_capacity.htm&release=264.0.0&type=5 "Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Rep Capacity, a rep’s used primary capacity must be 0% to be assigned a call."). To eliminate sync issues related to capacity and rep status, use [Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity."). With Omni-Channel Unified Routing, voice call end-to-end routing happens in Omni-Channel instead of final routing happening in a partner system and then being synced to Salesforce. Skill-based routing for voice calls is also available through this routing option. ## Why Is Voice Missing from Setup in the Quick Find Menu Take these steps to make sure Voice is available from the Quick Find menu in Setup. Confirm the permission set for your user or the user who is missing Voice from the Quick Find menu in Setup. Check the names of the permissions assigned to the user. The assigned permission set or permissions change the user experience in the Setup menu. Search for Partner Telephony or Amazon to confirm that Voice Setup or Amazon Setup is available. See [Set Up Contact Center Users](https://help.salesforce.com/s/articleView?id=service.voice_manage_access.htm&release=264.0.0&type=5 "Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.") for more information on Voice-related permission sets. ## Why Can’t I Access Call Recordings? If your telephony provider is Amazon Connect, take these steps during network configuration to make sure that reps and supervisors can access call recordings in Salesforce. Unless you add specific AWS domains to an allowlist in Salesforce, Opaque Response Blocking (ORB), a browser security mechanism, blocks the audio stream from AWS S3 buckets. To permit Salesforce to fetch the media recording, add `https://*.amazon.com` and `https://*.amazonaws.com` as Trusted URLs. For each trusted URL, select the **frame-src (iframe content)** and **media-src (audio and video)** CSP Directives. See [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&language=en_US) for more information. #### See Also - [Troubleshoot Errors from Amazon Connect in Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_amazon_connect_errors_reference.htm&release=264.0.0&type=5 "Check softphone error messages and console log errors against our reference list to see what action to take to make reps’ calls successful. These errors and messages originate in Amazon Connect but are available in Salesforce Voice.") - [Troubleshoot Errors for Salesforce Voice with Telephony Providers](https://help.salesforce.com/s/articleView?id=service.voice_errors_reference.htm&release=264.0.0&type=5 "Check your error message against our reference list to see what action to take to make reps' calls and the supervisor experience run smoothly. Use this list to identify softphone messages that originate in the Salesforce platform instead of messages that a telephony or CCaaS partner adds through their own connector.") <!-- document id=ffdc9f4a1cebb446ec4d2f70bf29db27846c6b4ed9447df3cf48d03201e36246 url=/admin/current/en-us/service/264-0-0/sp_troubleshooting_and_error_messages.md --> # Troubleshoot Service Assistant Error Messages Review the troubleshooting steps for error messages in Service Assistant for Case, Messaging, and Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_troubleshooting_and_error_messages__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_troubleshooting_and_error_messages__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case, Messaging, and Voice</td> </tr> </tbody> </table> - [Eligibility Criteria Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) - [Agent Record Assignment Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) - [General Service Plan Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) - [Knowledge Grounding Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) - [Similar Cases Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) This reference lists error messages for eligibility criteria, agent record assignment, plan creation, knowledge grounding, and similar cases. Most error messages and troubleshooting steps apply to Service Assistant for Case, Messaging, and Voice. We indicate when error messages apply only to a specific object. To learn what reps see during each phase of a dynamic plan, see [Work with Dynamic Plans in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5 "Learn how service reps work with dynamic service plans for case, messaging, and voice."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Certain error messages still contain references to topics. ## Eligibility Criteria Errors These error messages and troubleshooting steps apply to all supported objects. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e127">Error Messages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e130">Troubleshooting Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e127 "> <ul> <li>A service plan isn't available because the eligibility requirements aren't met. Ask your Salesforce admin for details.</li> <li>This case isn't eligible for a service plan yet. To create service plans, try a different case or ask your Salesforce admin to update the eligibility criteria.</li> <li>To create service plans, try a different record or ask your Salesforce admin to update the eligibility criteria</li> </ul> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e130 "> <ul> <li>Make sure that your eligibility flow is activated.</li> <li>Make sure that you added your flow to the Define Service Plan Eligibility Criteria section of the Service Assistant Setup page.</li> <li>Review and update the assignments set in your flow.</li> </ul> </td> </tr> </tbody> </table> ## Agent Record Assignment Errors These error messages and troubleshooting steps apply to all supported objects. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e190">Error Messages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e193">Troubleshooting Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e190 "> <p style="margin-bottom:0;">An agent wasn't assigned to the record. Ask your Salesforce admin to check the agent assignment flow and make sure all agents are activated.</p> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e193 "> <p>This is the only error message for agent record assignment and routing issues. The error message indicates that your agent assignment flow has an issue. Issues include a general flow error, a timeout, an invalid or inactive agent API name, or no agent matching the record criteria and no default agent set to handle the record.</p> <ul> <li>Confirm that you have a default agent set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.</li> <li>Check that you have the right flow set in the Set Up Your Agent Assignment section of the Service Assistant Setup page.</li> <li>Review your assignment criteria and the input and output variables set in your flow.</li> <li>Confirm that you have the right agent API names set in your flow.</li> <li>Test your flow in Debug mode. Enter the record ID of a test case that relates to your routing conditions and then verify it routes to the correct agent.</li> </ul> <div> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> The default agent is assigned only when the flow executes successfully but returns an empty or null API name. There's no message in the component that indicates the default agent is assigned. See the Default Agent Configuration section in <a href="https://help.salesforce.com/s/articleView?id=service.sp_multiple_agents.htm&type=5&language=en_US" target="_blank"> Multiple Agents in Service Assistant</a>.</div> </div> </div> </div> </td> </tr> </tbody> </table> ## General Service Plan Errors General plan errors occur for issues like timeout and permissions. Most errors apply to all objects but some vary and we indicate which objects the error messages apply to. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:42.73504273504274%"> <col style="width:57.264957264957275%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e264">Error Messages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e267">Troubleshooting Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 ">Something went wrong. Try again. If the issue continues, ask your Salesforce admin for help.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>This error message applies to all objects.</p> <p>A general error occurs where Service Assistant can’t start a plan or stops in the middle of a plan.</p> <ul> <li>Refresh the page.</li> <li>For Case, make any update to the subject or description.</li> <li>For Messaging and Voice, enter a message in the chat box.</li> </ul> <p style="margin-bottom:0;">If the issue persists, contact Salesforce Customer Support.</p> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 "> Looks like you don’t have access. Ask your Salesforce admin for help.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>This error message applies to all objects.</p> <ul> <li>Make sure the service rep has the Service Planner User permission set assigned. </li> <li>For Messaging and Voice, make sure the service rep has direct access to the eligibility flow.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 "> <p style="margin-bottom:0;">To create a service plan, save your changes and try again.</p> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>This error message applies to Case only.</p> <ul> <li>Make any simple update to the Subject or Description, such as adding a period. Then click Redraft Plan. </li> <li>If you don't see the Redraft Plan button, refresh the page. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 ">The issue is resolved, so there's no need for a service plan.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>This error message applies to all objects.</p> <ul> <li>For Case, this message indicates that the case contains information in the Subject, Description, case comments, case feed, or case emails that indicates the case or issue is resolved. Remove that information, and then refresh the page. The Draft Plan or Start Plan button appears.</li> <li>For Messaging and Voice, the chat indicates that the customer no longer has an issue or that it's resolved. Continue the chat to state an issue, and Service Assistant starts to regenerate a plan.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 "> <ul> <li>We couldn't draft a service plan summary, but we'll keep trying. If the issue continues, contact your Salesforce admin.</li> <li>We couldn't draft a service plan summary. Contact your Salesforce admin for help. </li> </ul> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>The error message applies to Case and Messaging only. Service Assistant for Voice doesn't have a summary plan.</p> <ul> <li>Confirm that the mandatory permissions for Case and Messaging are assigned to all users. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_permissions.htm&type=5&language=en_US" target="_blank">Permissions and Licensing</a>.</li> <li>For Case, if you ground on case emails, case comments, or the case feed through Service AI Grounding, make sure the ServicePlanner User has access to the objects.</li> <li>For Case, make sure that you have a subagent created for the issue. A general-purpose subagent, such as “Issue Resolution Assistance,” can’t produce an accurate summary. Create a subagent for each type of issue, with instructions for resolving it.</li> <li>For Messaging, make sure that the conversation contains enough context for Service Assistant to identify the issue. The chat messages clearly state an issue, such as “I want to start a return.”</li> <li>If you use knowledge grounding, the issue can be due to permissions. The summary plan can include knowledge data. Check that the ServicePlanner User (agent user) has the Data 360 User permission set and has access to any customer record types, fields, and data categories.</li> <li>Confirm that the ServicePlanner User has access to the default data space on any assigned permission set. While this isn't mandatory as part of users' required permissions, it can resolve general data library access issues. See <a href="https://help.salesforce.com/s/articleView?id=data.c360_a_data_spaces_associate_perm_sets.htm&type=5&language=en_US" target="_blank">Associate a Permission Set with a Data Space.</a>.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 ">There's not enough information to draft a service plan summary. Add more details, then check back here.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>The error messages apply to Case and Messaging only. Service Assistant for Voice doesn't have a summary plan.</p> <p>Case</p> <ul> <li>Make sure that the case has a clear, descriptive subject that relates to the subagent you expect to be matched for the case.</li> <li>Make sure that the case has sufficient detail in the description about the issue or request. We recommend one or two sentences.</li> <li>Make sure that you have a subagent created for the issue. If the only subagent that applies is general-purpose, such as “Issue Resolution Assistance,” Service Assistant can’t generate an accurate summary, even when the Subject and Description clearly state the issue. Create a subagent for each type of issue, with instructions for resolving it.</li> <li>Review your Service AI grounding configuration. Make sure that all the fields and related case objects that you want to ground on are selected. Then review the data in these fields. Make sure that the information in your grounding fields or the case feed, comments, and emails is clear and non-conflicting. Conflicting information can result in less detailed or unclear case summaries and summary steps.</li> <li>Make sure that the ServicePlanner User has access to case comments, case emails, and the case feed.</li> </ul> <p>Messaging</p> <ul> <li>Make sure that the conversation contains enough context for Service Assistant to identify the issue. The amount of conversation needed can vary. Generally, five messages are sufficient, and they indicate an issue, such as "I want an order refund."</li> <li>Make sure that the service rep is an assigned owner of the record. Service Assistant is active and processes a service plan only when the record owner is a human user.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 ">I don’t have enough information to help with your request. Add more details and try again.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>This error message applies to all objects.</p> <ul> <li>For Case, review the subject and description to make sure a clear issue is stated and you have a subagent created for the issue.</li> <li>For Messaging and Voice, there isn’t enough contextual information in the transcript to detect the customer's issue. This can be due to transcription issues, such as messages in the transcript being broken, issues with the chat typed by the customer, or unclear content from the voice call.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e264 "> <ul> <li>We couldn't draft a service plan because no relevant topics exist. Ask your Salesforce admin to create one, or add more context to the item.</li> <li>We couldn't draft a service plan because we couldn't find any related topics. Ask your Salesforce admin to create a relevant topic, or try again.</li> </ul> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e267 "> <p>These error messages apply to Service Assistant for Case.</p> <p>Subagents in Service Assistant relate to a specific issue or business process, such as "Transaction Declined" or "Processing Returns." These troubleshooting steps summarize key concepts from <a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_start.htm&type=5&language=en_US" target="_blank">Grounding with Topics</a>, <a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_pb.htm&type=5&language=en_US" target="_blank">Topic Best Practices</a>, and <a href="https://help.salesforce.com/s/articleView?id=service.sp_topics_strategy.htm&type=5&language=en_US" target="_blank">Topic Strategy</a>. For more detailed guidance, see those resources.</p> <ul> <li>Avoid generic titles such as "Case resolution assistance," which are too broad for Service Assistant to match cases accurately. Instead, create distinct topics that each address one specific case category, such as "Product Defect Report," "Billing Dispute," or "Account Access Issue."</li> <li>Categorize topics by case type. For example, use "Return Request" for general inquiries, but create more specific topics such as "Shoe Return Request" if processes vary by product.</li> <li> <p>Make sure that each instruction outlines only one task. Multiple steps in a single instruction can reduce accuracy.</p> <p>Example of what to avoid: "Make sure that the customer has provided the required information, including a valid return date, customer name, and receipt or order number. After you have the required information, confirm the purchase in the return management system. In addition, send an email to the customer that the information is complete and valid."</p> </li> </ul> </td> </tr> </tbody> </table> ## Knowledge Grounding Errors These error messages and troubleshooting steps apply to all supported objects. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e544">Error Messages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e547">Troubleshooting Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e544 "> <ul> <li>Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration.</li> <li>Ask your Salesforce admin to review the data library configuration.</li> <li>Check your data library configuration. </li> <li>I couldn't find any sources to cite. Ask your Salesforce admin to check the data library configuration.</li> </ul> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e547 "> <p>These errors are due to issues with permissions or the data library configuration. </p> <p>First, go to the Agentforce Builder and check that your data library is active.</p> <ul> <li>If it isn't active or in a ready status, rebuild the search index and retriever.</li> <li>If it's active and in a ready status, remove the data library and then add it back to the agent.</li> </ul> <p>Then, start another service plan on a new record. If the issue persists, review more troubleshooting guidance in <a href="https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US" target="_blank">Troubleshoot Knowledge</a>. </p> <p>If the issue persists after taking the general troubleshooting steps, try the targeted troubleshooting listed in the next row.</p> <p style="margin-bottom:0;">If there's no resolution after completing the targeted troubleshooting, contact Salesforce Customer Support. The error is likely due to a technical issue with Data 360.</p> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e544 ">We couldn't show any sources. Ask your Salesforce admin for help.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e547 "> <ul> <li>Check permissions and data access for both the ServicePlanner User and your service reps.</li> <li>Review your data library setup.</li> </ul> <p style="margin-bottom:0;">Specific guidance is provided in <a href="https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US" target="_blank">Troubleshoot Knowledge</a>.</p> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e544 ">We couldn't find any sources to cite. Ask your Salesforce admin for help.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e547 "> <ul> <li>Check permissions and data access for both the ServicePlanner User and your service reps.</li> <li>Review your data library setup.</li> </ul> <p style="margin-bottom:0;">Specific guidance is provided in <a href="https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US" target="_blank">Troubleshoot Knowledge</a>.</p> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e544 "> <p>Targeted errors:</p> <ul> <li>I couldn't find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.</li> <li>I couldn't find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever.</li> </ul> </td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e547 "> <p>There's a technical error with your data library retriever.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=data.c360_a_search_index_rebuild_search_index.htm&type=5&language=en_US" target="_blank">Rebuild your search index</a>. The name of your search index is the same as your data library. Rebuilding can take time based on the size of your knowledge base. After the rebuild is complete, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.</li> <li><a href="https://help.salesforce.com/s/articleView?id=data.c360_a_ai_retriever_version_activate.htm&type=5&language=en_US" target="_blank">Activate or deactivate your retriever</a>. Confirm your knowledge data library retriever is activated. Alternatively, deactivate and reactivate your data library retriever. The name of your retriever is the same as your data library. After, refresh the case record page and redraft the service plan by making any edit to the Subject or Description fields and then clicking Redraft Plan.</li> <li>Run the targeted troubleshooting test in <a href="https://help.salesforce.com/s/articleView?id=service.sp_test_knowledge.htm&type=5&language=en_US" target="_blank">Troubleshoot Knowledge</a>.</li> </ul> </td> </tr> </tbody> </table> ## Similar Cases Errors These error messages and troubleshooting only apply to Service Assistant for Case with guidance plans. See [Set Up Similar Cases](https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&language=en_US&type=5#sp_sc_ov). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e714">Error Messages</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d46756e717">Troubleshooting Steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e714 ">We couldn't find any similar cases to cite. Either the current case is unique, or you don't have access to the similar cases found. For more information, contact your Salesforce admin.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e717 "> <p>This message doesn't always indicate a problem.</p> <ul> <li>If the current case is unique, no action is needed.</li> <li>If you expect similar cases to show, check that the service rep has access to the cases that Service Assistant finds. Service Assistant shows only the similar cases that the rep can access.</li> <li>If the rep has access and similar cases still don't show, follow the troubleshooting steps for the next two error messages.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e714 ">I couldn't find any similar cases. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data retriever.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e717 ">There's a technical error where Service Assistant fails to retrieve cases. This isn't caused by your search index or data retriever configuration. Contact Salesforce Customer Support.</td> </tr> <tr class=""> <td data-label="Error Messages" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e714 ">I couldn't find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data retriever configuration.</td> <td data-label="Troubleshooting Steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d46756e717 "> <p>There's a configuration issue with your search index or retriever. Service Assistant can't find similar cases.</p> <p>Here are the most common troubleshooting steps. The same checklist appears in <a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US" target="_blank">Set Up Similar Cases</a> on Help. </p> <p>Confirm that general setup is complete.</p> <ul> <li>From the Service Assistant Setup page, remove your selected retriever. Then turn off the Similar Cases feature and turn it back on. Then draft a new service plan.</li> <li>Confirm that your data stream, search index, and retriever are active.</li> <li>Confirm that the search index <strong class="uicontrol">Last Run Status</strong> shows <strong class="uicontrol">Ready</strong> before you expect results in Service Assistant. If you don't see <strong class="uicontrol">Ready</strong>, rebuild your search index or create a new one. </li> </ul> <p>Review the search index configuration.</p> <ul> <li>Review your chunking and filter conditions set in your search index. Make sure that you set the Subject and Description as fields for chunking. Follow the guidance in Step 3 of <a href="https://help.salesforce.com/s/articleView?id=service.sp_sc_ov.htm&type=5&language=en_US" target="_blank">Set Up Similar Cases</a>.</li> <li>Review and modify any other fields you selected for chunking and filtering. Make sure they're included in your search index chunking and filtering configuration and are available when you configure your retriever.</li> <li>If you set a date range in your search index, review and modify the range.</li> </ul> <p>Review your retriever settings.</p> <ul> <li>Review the filter settings in your search index and in your retriever. If you filter by the Closed field or any picklist field, make sure that the Value field is set to "true" with a lowercase "t".</li> <li>Confirm that you selected the right retriever and that it's an individual retriever. The Similar Cases feature doesn't support ensemble retrievers.</li> <li>For the data retriever, increase the number of results returned to 50.</li> <li>In the AI Models tab of Data 360, go to your retriever and open the Retriever Playground. Run queries similar to real case subjects and descriptions. Only results with a similarity score of 0.6 or higher appear in Service Assistant. If you see no cases or only low-scoring cases, adjust your test queries in the playground. Update your filters, widen the date range, or improve case field content. If more accurate cases are returned, apply the changes you made to your search index and retriever.</li> </ul> </td> </tr> </tbody> </table> <!-- document id=4da31028514f01fdf8b39300fc73bb6bb643e95d54acc8aa2c2e36e4072c2823 url=/admin/current/en-us/service/264-0-0/messaging_troubleshoot_send_message.md --> # Troubleshoot the Send a Message Action in Messaging Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_troubleshoot_send_message__d976e1570"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_troubleshoot_send_message__d976e1570" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v1, Enhanced Web Chat v2, and Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d68435e100">Issue</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d68435e103">Reason</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d68435e106">Fix</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d68435e100 ">You don’t see the Send Message action.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">The action wasn’t added to the global action layout.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Follow the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5" title="To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.">Set Up Business-Initiated Messaging for Enhanced Channels</a> to add the action to the global action menu, record action menu, or activity timeline.</td> </tr> <tr class=""> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">You don’t have the Initiate Messaging Sessions user permission (all channels) or the Send Initial SMS Message to Individual user permission (SMS-specific). </td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Ask your admin to assign the user permission(s) to you.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d68435e100 ">You aren’t able to enter a message in the Send a Message composer.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">(Enhanced WhatsApp only) If more than 24 hours have passed since the selected messaging user’s last message, you can’t send them a freeform message. You can only send Notification messaging components that are linked to an approved WhatsApp template.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">In the Send a Message composer, click the plus icon and then click the messaging component icon. Then, select a Notification messaging component to send.</td> </tr> <tr class=""> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">(Enhanced Facebook Messenger only) If more than 7 days have passed since the selected messaging user’s last message, you can’t send messages using the Send a Message action.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Try contacting the user in another channel.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" rowspan="1" style="vertical-align:top;" headers="d68435e100 ">When the messaging user responds, the session is routed to a different service rep or queue.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">If the service channel uses tab-based capacity, the customer’s response is routed as a new messaging session, and a different rep may pick it up.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Switch to status-based capacity to automatically route responses to the service rep who sent the initial message. Otherwise, the new rep can review the user’s messaging history for context, and if needed, transfer the session back to the original rep.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e100 ">You don’t see the recipient you’re looking for.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 "> <p>The Send a Message composer only shows messaging users that meet these criteria:</p> <ul> <li>At least one opt-out keyword is set for the channel, and the messaging user hasn’t opted out.</li> <li>(Not applicable for SMS) The messaging user and associated device records were created at least 10 minutes before the service rep searched for them.</li> <li>The messaging user isn’t currently engaged in an active messaging session with your business.</li> </ul> </td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Ensure that the criteria are met for the user you’re trying to contact.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e100 ">(Enhanced WhatsApp only) You’re trying to send a messaging component because the reply period has passed, but the list of components is missing the one you want. </td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 "> <p>For enhanced WhatsApp channels, the messaging component action in the Send a Message composer only shows messaging components that meet these criteria:</p> <ul> <li>Doesn’t contain dynamic content. For example, a component with a format property that relies on parameters is considered dynamic, and must be sent using a flow.</li> <li>Is a Notification messaging component that’s linked to an approved WhatsApp template. Templates are approved in WhatsApp Business Manager.</li> </ul> </td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Select a messaging component that meets the criteria.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e100 ">(Enhanced SMS only) Your message fails to send.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">The phone number for the messaging user must use the E.164 phone number format.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 ">Update the phone number on the messaging user record to include the + sign and the country code. If the user doesn't yet have a messaging user record, update the phone number on the associated contact, lead, or account record.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d68435e100 ">When selecting a recipient, you see multiple messaging user records with the same name, or multiple records named Guest.</td> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">A messaging user record is created for each user who communicates with your business in a specific channel. For example, a user who has communicated with you over WhatsApp and Facebook Messenger can have two messaging user records, each associated with a different channel.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 "> <p>To send your message to the right messaging user, follow either of these approaches:</p> <ul> <li>Open the messaging user record or an associated account, contact, or lead. Then, click <strong class="uicontrol">Send a Message</strong> in the global action menu. The messaging user record is automatically populated based on the record that you’re viewing. </li> <li>If the messaging user record is linked to an account, contact, or lead, in the Send a Message composer, click the icon on the first field and select Account, Contact, or Lead. Select the desired record, and then select a channel. The message is sent to the messaging user associated with the record you selected.</li> </ul> </td> </tr> <tr class=""> <td data-label="Reason" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e103 ">By default, the name of any messaging user record associated with an Enhanced Chat channel is Guest.</td> <td data-label="Fix" class="slds-cell-wrap" style="vertical-align:top;" headers="d68435e106 "> <p>To automatically update the name on messaging user records from “Guest”, admins can:</p> <ul> <li>Create a flow that populates the messaging user name with the name from any linked account, contact, or lead.</li> <li>If pre-chat is enabled, create a flow that populates the messaging user name with the name gathered in the pre-chat form.</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Send a Message to a Customer](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound.htm&release=264.0.0&type=5 "Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.") - [Set Up Business-Initiated Messaging for Enhanced Channels](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5 "To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.") - [Considerations for Business-Initiated Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_considerations.htm&release=264.0.0&type=5 "Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages.") <!-- document id=628c66ced552b7b6c1a57678bf7b9f60a9eb0f0a35af613049e671a4ce47b3f3 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_troubleshoot.md --> # Troubleshoot WhatsApp Voice Messages If voice messages don't work as expected in WhatsApp, review these common issues and their resolutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_voice_troubleshoot__d1063e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_voice_troubleshoot__d1063e1627" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:28.57142857142857%"> <col style="width:28.57142857142857%"> <col style="width:42.857142857142854%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e95">Issue</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e98">Possible Cause</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e101">Resolution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">WhatsApp users receive text replies instead of voice replies.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice replies aren't turned on for the Messaging connection.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that Adaptive Response Formats is turned on. If you've removed the <code>messaging_audio</code> response format, the agent continues to process voice messages but replies with text. </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice messages aren't processed.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The audio format, size, or duration isn't supported.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that the voice message uses a supported audio format and doesn't exceed the supported size or duration limits.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The agent can't understand a voice message.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The audio couldn't be transcribed.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that the audio is clear, contains minimal background noise, and meets the supported format and size requirements. If transcription fails, ask the WhatsApp user to resend the voice message or type the request.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice replies take longer than expected.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice replies require speech transcription and speech synthesis.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Typical response times are 12-17 seconds. Longer responses can take 20 seconds or more. Keep agent responses concise to reduce response time.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice messages don't work for a messaging channel.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice messages are supported only on WhatsApp.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that you're using a WhatsApp messaging channel. Other messaging channels don't support voice messages.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 "><code>messaging_audio</code> isn't listed in the <code>response_formats</code> for the Messaging connection. </td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The <code>messaging_audio</code> response format isn't included in an existing Messaging connection.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 "> <p>Manually add the following <code>messaging_audio</code> block to the <code>response_formats</code> section of the Messaging connection in Agent Script. </p> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>messaging_audio: label: "Audio Response" description: "A response action that replies to the user with an audio note (voice message). Use this to send the response as spoken audio when the user communicated with an audio note." target: "system://MessagingAudio"</code></pre> </td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The agent detects the wrong language for a voice message.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Very short voice messages, such as "Hi" or "Hola," might not contain enough speech for accurate locale detection.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Ask the WhatsApp user to send a longer voice message to improve locale detection accuracy.</td> </tr> <tr class=""> <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The voice profile previewed in Agentforce Builder for an outbound voice message differs from the voice profile used once the AI agent is deployed to WhatsApp.</td> <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Agentforce Builder preview and the deployed WhatsApp channel don't always use the same voice profile, including accent, pronunciation, gender, and age.</td> <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Test the voice profile in the deployed WhatsApp channel instead of relying on the Agentforce Builder preview.</td> </tr> </tbody> </table> <!-- document id=989f5a443b9c4cec5f6981f3576eaeb9be30c7c2df444f0ed58f07de0cb1037b url=/admin/current/en-us/service/264-0-0/bots_service_events_log.md --> # Troubleshoot Your Bot Bots are an integrated product—they include Bot features, input from Chat and Messaging channels, and they work together with Apex and Flows. A great way to get started is to learn how to use the Event Logs to troubleshoot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d63614e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d63614e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d63614e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In orgs created in Summer ‘23 and later, Salesforce automatically enables enhanced Omni-Channel routing. Enhanced Omni-Channel routing doesn’t support standard bots or channels. If enhanced Omni-Channel routing is enabled for your org, we recommend [cloning your standard bots as enhanced bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_create_clone.htm&release=264.0.0&type=5 "Clone a standard bot as an enhanced bot to upgrade your existing conversation designs with rich content and more flexible routing."). But if you still want to use standard bots, you can switch to standard Omni-Channel routing. 1. Confirm the status of Einstein Bots on the [Salesforce Trust](https://status.salesforce.com) site. Use the search tool to find your instance, and then click into the instance for details. A green check in the Einstein Bots section means that it’s connected. To review past incidents, go to the History tab. 2. Identify whether the issue is a channel issue or a bot issue. The best way to test the source of the issue is to spin up a new bot with the same channel and evaluate its performance. 3. If the issue is with the bot, check the bot’s event logs. 1. From the Bot Builder menu, click **Performance**. Then select the **Event Logs** tab. 2. The log displays chat session information for the last seven days. If a session has errors, details about the error are in the Errors column. ![A list of all the bot sessions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_event_log_all_sessions.png) 3. To drill into a session, click the session ID. Each session includes events, which map to dialogs. If there’s an error with an event, click next to the event for more information. A description of each event can be found in the [Bot Data Reference Guide](https://help.salesforce.com/s/articleView?id=service.bots_service_data_reference.htm&release=264.0.0&type=5 "A list of bot objects, events, and fields to use when you troubleshoot, develop, or build Einstein Bots."). ![A view into the session by event.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_event_log_session.png) ![More information is available in Event Details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_event_log_event_details.png) 4. If the error is less than 7 days old, a notification shows on the dialog related to the error. To view the event logs related to the dialog error, click the link in the notification. ![Dialogs with errors from the last 7 days will throw an exception.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_exception_dialog.png) 5. To see additional details in event logs, enable Log Conversations on the Einstein Bots setup page. If Log Conversations isn’t enabled, you see `[logSensitiveData not allowed]` instead of Message, Input, and Output values in event logs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note When using the event logs: - The Event field maxes out at 255 characters. - In the Event Detail screen, The Output field shows that the message was sent to the customer. If a merge field is included in the message, the merged message shows in the Message Template field. - As of this release, rule evaluations only show whether the bot used the dialog, regardless of whether the rule evaluation is true or false. - Input arrays always start with 0. - Event logs older than seven days are removed. 4. If your bot is missing required permissions, add the permissions to the **sfdc.chatbot.service.permset** permission set. From Setup, in the Quick Find box, enter Permission Sets, and then click **Permission Sets**. Then click the **sfdc.chatbot.service.permset** permission set. 5. If your bot is heavily customized with Apex, review the Debug Logs. From Setup, in the Quick Find box, enter, enter Debug Logs, and then click **Debug Logs**. Create a user trace flag and select **Platform Integration** as its trace entity type. ![An image of creating a debug log for Einstein Bots.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_event_log_debug.png) <!-- document id=fc27b26d6cbd1d6a805741db90fee6ba631726dfbc22415831b38c28c49b8e28 url=/admin/current/en-us/service/264-0-0/messaging_troubleshoot_auto_response_components.md --> # Troubleshooting Auto-Response Messaging Components You can encounter error messages when sending an auto-response messaging component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_troubleshoot_auto_response_components__d875e2413"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_troubleshoot_auto_response_components__d875e2413" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138709e98">Error Message</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d138709e101">Solution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e98 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Refused to frame ‘<your auto-response URL>’ because it violates the following Content Security Policy directive: “frame-src ‘self’</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e101 ">Add the auto-response URL as a <a href="https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&type=5&language=en_US" target="_blank">CSP Trusted URL</a>. If Display Configuration is set to Pop-Up Message, select Allow site for frame-src under CSP Directives.  Depending on the contents of the URL, check additional CSP directives. For example, if the web page is supposed to render images, select Allow site for img-src.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e98 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Framing '<your auto-response URL>' violates the following Content Security Policy directive: "frame-ancestors 'self' <list of allowed origins>". The request has been blocked.</code></pre> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>The page's settings blocked the loading of a resource (frame-ancestors) at <URL> because it violates the following directive: "frame-ancestors 'self' <origins>"</code></pre> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Refused to load <URL> because it does not appear in the frame-ancestors directive of the Content Security Policy.</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e101 "> <p>To allow external sites to load a Visualforce page, survey, Experience Cloud site, or Salesforce Site in an inline frame, <a href="https://help.salesforce.com/s/articleView?id=xcloud.security_clickjack_specify_iframe_trusted_domains.htm&type=5&language=en_US" target="_blank">add the domain as a trusted domain for inline frames</a>.</p> <p> If you're hosting a Visualforce page in an inline frame, make sure that <strong class="uicontrol">Enable clickjack protection for customer Visualforce pages with standard headers</strong> is deselected on the Session Settings Setup page.</p> <p>If you’re hosting a survey in an iframe for a different domain than the parent page, make sure that you have the Salesforce Feedback Management license.</p> <p style="margin-bottom:0;">If you're hosting a Salesforce site in an inline frame, make sure that <strong class="uicontrol">Allow framing of site pages on external domains (good protection)</strong> or <strong class="uicontrol">Allow framing by any page (no protection)</strong> is selected for the clickjack protection level on the Site Edit Setup page. For more information, see <a href="https://developer.salesforce.com/docs/atlas.en-us.salesforce_platform_portal_implementation_guide.meta/salesforce_platform_portal_implementation_guide/sites_creating_and_editing_sites.htm" target="_blank">Salesforce Sites Implementation Guide: Create and Edit Salesforce Sites</a>.</p> </td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e98 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Refused to display ‘<your auto-response URL>’ in a frame because it set ‘X-Frame-Options’ to ‘sameorigin’.</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e101 ">The auto-response URL can’t be loaded in an iframe. The owners of the web page and its HTTP headers control this configuration. If your deployment lives on an external website, fix it on the external website, not in Salesforce. If your deployment lives on a VisualForce page, the workaround is to downgrade <a href="https://help.salesforce.com/s/articleView?id=xcloud.security_clickjack_protection_configure.htm&language=en_US" target="_blank">Clickjack protection</a> and remove Visualforce-specific instructions.</td> </tr> <tr class=""> <td data-label="Error Message" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e98 "> <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>Blocked form submission to ‘<your auto-response URL>’ because the form's frame is sandboxed and the 'allow-forms' permission is not set</code></pre> </td> <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d138709e101 "> <p>Opt out of applying iframe restrictions on the client side by adding this snippet to your code snippet (external website) or your <head> markup (Experience site):</p> <p> <code>embeddedservice_bootstrap.settings.omitSandbox = true;</code> </p> <p style="margin-bottom:0;">You typically see this error message when trying to show a pop-up message auto-response on a website with functionality that’s restricted in our top-level container iframe. Setting the flag to true removes all restrictions from the container iframe. Security implications apply to recommending this workaround. When you bypass other security restrictions that sandboxing prevents, your web page for a pop-up message auto-response can become vulnerable to malicious code.</p> </td> </tr> </tbody> </table> <!-- document id=78dda58753613dd19bb188802a34069a11b8738da2655b97576ca77ecd37e939 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_troubleshoot_issues_studio.md --> # Troubleshooting Issues for Autonomous Scheduling in the New Agentforce Builder Review the common issues that your agent can encounter and ways to resolve them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> - **Contact Information** Problem: User authentication requires each contact to have a valid email. Appointment scheduling requires each contact to have a valid mailing city and street. If either of these fields is missing or incorrect, the verification and scheduling fail. Solution: Make sure that every contact has a valid email and address. See [Considerations for Field Service Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_considerations_studio.htm&release=264.0.0&type=5 "Before you set up your agents, review these considerations and limitations."). - **Permissions** Problem: The agent user requires specific permissions to perform its scheduling tasks. Part of the setup process includes assigning the required permission set licenses and permission sets to this user. In addition, the agent may still be missing some permissions if your org includes custom permissions, for example, if you have custom create service appointment permissions. Solution: Make sure you’ve [assigned all required permission sets and permission set licenses](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_perms_studio.htm&release=264.0.0&type=5 "Create and assign permissions to users.") to the agent user. If you have implemented custom permissions, make sure that you assign these permissions to the AI agent user too. - **Scheduling Policy Work Rules** Problem: Work rules help the agent get the time slots for an appointment. By default, the Scheduling agent uses the Customer First scheduling policy, which includes the required work rules. If you’ve modified the Customer First scheduling policy or if you configured the agent to use a different scheduling policy, these rules may be missing. Solution: Make sure the scheduling policy uses the Scheduled End and Scheduled Start work rules. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Service Territories** Problem: Service appointments must be assigned to service territories, and service territories are associated with polygons. If service territories haven’t been configured correctly, the agent can’t create service appointments or associate a contact’s mailing address with a polygon. Solution: Make sure your service territories have been set up correctly by using map polygons, for example. Make sure service territories have active service territory members. Also make sure contacts have a valid address. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Transition Status** Problem: The agent changes a service appointment’s status. If a transition status is missing, the action fails. For example, if you don’t have a Scheduled to Canceled transition, the agent can’t cancel appointments. Solution: Make sure status transitions are set up. See [Customize the Service Appointment Workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&release=264.0.0&type=5 "The Field Service service appointment workflow shows the sequence of stages that a service appointment passes through. It starts when the appointment is created and ends when it reaches its final status."). - **Work Types** Problem: Service appointments are assigned work types. If the names and descriptions of your work types aren’t detailed enough, the agent can’t match the customer’s request to your work types. Solution: Make sure the names and descriptions reflect the issues and products or services your customers are requesting. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). <!-- document id=63d6e684a4af073846ef0865edf5a2077050925480c7f6b57cf4f8a3878ff191 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_troubleshoot_tools.md --> # Troubleshooting Steps for Autonomous Scheduling in the Legacy Agentforce Builder Use the Agent Builder’s event logs to locate the name of the action that failed, or to view the last action that was triggered. Then use the Flow Builder to debug the flow that this action triggers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85689e83">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85689e83 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85689e83 ">Manage Flow </td> </tr> </tbody> </table> For more information about actions and flows, see [Agent Template: Scheduling Agent for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_agent.htm&release=264.0.0&type=5 "Quickly answer customer requests made in natural language by working with the Scheduling agent that manages appointments directly and intelligently with your customers. You can use the Scheduling agent for Field Service or Salesforce Scheduler. This AI-driven approach speeds up response times and optimizes resource allocation. Complex issues are seamlessly escalated to a representative. Customers benefit from faster resolutions and more efficient service. And, your customer service teams are freed up to work on other tasks.") 1. Open the Agent Builder and click **Events**. 2. Open the latest session, scroll until you see the last event whose type is Agent Action and note the name of the action that was triggered. It can take several minutes to see events of type Agent Action. Refresh the window until you see all events. In this example, a problem occurred while trying to cancel an appointment and the last action that was triggered is fieldservice\_CancelApptForFieldService. ![Event logs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_event_log.png) 3. Access the Flow Builder and open the flow corresponding to the action that failed. In our example, the flow is called Field Service: Cancel Service Appointment. 4. Click **Debug**, and then select **Run flow as another user**. See [Debug a Flow in Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow_test_debug.htm&type=5&language=en_US) for information about enabling this option. 5. Select the AI agent user, for example, EinsteinServiceAgent user, and run the flow. 6. If the flow fails, check the error message for more information. If the error message doesn’t help locate the issue, continue to the next step. If the flow succeeds, the problem isn’t in this flow. In our example, the error shows that there was a problem changing the status from Scheduled to Canceled. ![Error in Flow Builder](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_flow_builder.png) 7. Debug the flow again, but this time as the Admin user (this is the default). If the flow succeeds, investigate user permission errors. See [Assign Permissions for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users."). If it fails, investigate configuration and permission issues. <!-- document id=6d69f8e1272536f6c0c9ba7a85b31d1beecacb3771bc3caae8199162771c07c4 url=/admin/current/en-us/service/264-0-0/user_verification_troubleshooting.md --> # Troubleshooting User Verification Use these troubleshooting tips to diagnose issues with User Verification. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="user_verification_troubleshooting__d1141e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification_troubleshooting__d1141e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Problem: Keys Fail to Upload to Salesforce If your keys fail to upload in Salesforce Setup, answer these questions. - Does your key include these required properties: `kty`, `kid`, `alg`, `x5c`? - Is the string in the x5c parameter base64-encoded? - Did you upload each key individually? You can’t upload the keys in one single JSON array. - Does your key follow the JWK structure outlined below? Your key must follow this structure. **Sample JWK Structure** ```json { "kid":"123456", "alg":"RS256", "use":"sig", "kty":"RSA", "x5c":["<Your public certificate>"], "y":"y", "n":"<Base64-encoded modulus>", "e":"<Base64-encoded public exponent>", "crv":"crv", "d":"d", "k":"k" } ``` In some cases, the key fails to upload because of issues related to the certificate. Answer these certificate-related questions. - Has the certificate expired? The certificate must be valid for at least 10 days. - Are you generating the keys using the public certificate? Don’t use the private certificate. - Is your certificate valid? To test your certificate, refer to the certificate guidelines below. **Certificate Test Guidelines** 1. Create an empty text file, and give it the `.pem` extension. 2. Add `-----BEGIN CERTIFICATE-----` to the beginning of the file. 3. Copy the certificate from the JWK into a file. 4. Add `-----END CERTIFICATE-----` to the end of the file. 5. Run this keytool command. ``` keytool -printcert -file <PublicCertFilename.pem> ``` This command prints the certificate if it’s a proper public certificate. ## Problem: User Verification Fails with the Provided Token If user verification fails because of an issue with your token, answer these questions. - Does your token header include these properties? `alg`, `typ`, `kid` - Does your token body include these properties? `sub`, `iss`, `exp` - Is the JWK uploaded in Salesforce Setup? See [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup."). - Does the uploaded JWK have the same `kid` value as the `kid` value in the JWT? You can inspect an encoded token at [JWT.io](https://jwt.io/). ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning Don’t share production JWTs with other organizations and don’t paste production JWTs into sites or tools. - Does your JWT use the same issuer as the issuer that you specified in Salesforce Setup? - Was the JWT created using the same JWKS uploaded and configured with the Messaging Channel? - Is the JWKS for the private key used to sign the JWT? If the uploaded JWKS isn’t for the private key used to sign the JWT, validation fails. - Are the \`n\` (modulus) and \`e\` (exponent) properties of the key Base64 URL encoded? You must Base64-encode these values. - Is the key identifier the same for the public/private certificate pair? - Is the expiry date valid for the certificate uploaded in Salesforce Setup? Confirm that it was. #### See Also - [Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&release=264.0.0&type=5 "When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.") - [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.") <!-- document id=35e136e8ece8c9d841db2e4212c2d3d98c76f51ed89ada1dfbe798d899f7ba77 url=/admin/current/en-us/service/264-0-0/fs_troubleshooting_work_order_generation.md --> # Troubleshooting Work Order Generations in Field Service If work orders aren’t generating as expected these guidelines can help you resolve any issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Refer to [Guidelines for Working with Maintenance Work Rules](https://help.salesforce.com/s/articleView?id=service.fs_multiple_maintenance_schedule_guidelines.htm&release=264.0.0&type=5 "With maintenance work rules you set up multiple recurring maintenance schedules for maintenance assets. Learn how maintenance work rule settings affect work order generation.") for details on how work orders are generated from maintenance work rules. Watch the video to see how to get an overall view of the work order generation status. ## Work Order Status The Work Order Generation Status field on maintenance plans provides a status to help determine how to handle work order generation errors: - **Completed** indicates that the work orders were created successfully. - **Unsuccessful** indicates that a work order wasn’t generated due to a possible unexpected error. - **No Work Order Generated** indicates that based on the configuration, no work order was supposed to be created, so no action is required. - **Needs Review** indicates that to continue the work order creation an action is required. If the work order generation status is Unsuccessful or Needs Review, the following errors can appear in the Maintenance Plan Chatter feed. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Work Order Generation Error Messages"> <caption>Work Order Generation Error Messages</caption> <colgroup> <col style="width:21.14164904862579%"> <col style="width:33.82663847780127%"> <col style="width:45.03171247357293%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112533e124">Error</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112533e127">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112533e130">Possible Solutions </th> </tr> </thead> <tbody> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Generate new batch upon completion not met</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders for this maintenance plan. This maintenance plan uses the Generate new batch upon completion option. When the last work order is marked complete, a new batch of work orders will be generated. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 ">When Generate new batch upon completion is enabled, new work orders won’t be created until the last work order from the previous work order generation is completed. A work order is considered complete when its status falls into one of the following status categories: Cannot Complete, Canceled, Completed, or Closed.</td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Suggested maintenance date is out of range </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">Your dates are out of range, so we couldn’t generate work orders for this maintenance Plan’s maintenance Assets. For each maintenance asset, check that the Date of the first work order in the next batch is earlier than the maintenance plan’s maintenance plan end date. Also check that the date of the first work order in the next batch isn’t so obsolete that the Suggested Maintenance Date on the work orders would be in the past. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 "> <p>The end date of the maintenance plan is in the past. On the maintenance asset, update the Date of the first work order in the next batch to a date: </p> <ul> <li>Earlier than the maintenance plan’s End Date. </li> <li>That doesn’t cause the Suggested Maintenance Date on the work orders to occur in the past. </li> </ul> </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">No work orders to create </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn't generate work orders for the maintenance plan because no conditions for generation were met. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 "> <p>Work orders cannot be created for the specified timeframe. </p> <ul> <li>Check if the work order dates are in the past. </li> <li>Check that the COUNT and UNTIL conditions of RRULES are met. </li> </ul> <p style="margin-bottom:0;">If some but not all work orders were generated, check that the criteria and usage conditions on at least one of the maintenance work rules was met. </p> </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">End date in the past </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because the maintenance plan has reached its end date. To continue generating work orders, update the end date. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 ">The maintenance plan has expired. Update the maintenance plan with a new end date. </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Max limit of Work Orders exceeded </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because the work order limit for this maintenance plan was exceeded. To decrease the number of work orders, decrease cadence of work order, decrease the Maintenance Plan Generation Time Frame, or remove some maintenance assets. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 "> <p>The maximum number of work orders you can generate in any run is 2,600. When using auto generation and frequency fields, up to 2600 work orders are created and then the process exits. To reduce the number of work orders generated, update one or more of the following on the maintenance plan: </p> <ul> <li>Adjust the generation time frame to increase the span between future work orders generations. </li> <li> Reduce the number of maintenance assets. Work orders are created per asset, per suggested maintenance date. </li> <li>Reduce the number of Maintenance Work Rules.</li> <li>Decrease the frequency to increase the time between work order dates.</li> </ul> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> A maintenance plan with a maintenance work rule using COUNT is limited to 2,000 maintenance assets. If such a maintenance plan has more than 2,000 maintenance assets, no work orders are generated. </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">User does not have access </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because the maintenance plan owner doesn’t have permission to create work orders or service appointments. Ask your Salesforce admin for help. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 "> <p>The user doesn’t have rights to create service appointments,work orders or work order line items. Have the Salesforce admin grant rights. </p> <p style="margin-bottom:0;">If <samp class="parmname"> Auto-generate work orders</samp> is enabled for maintenance plans, the work order is created even if the maintenance plan owner doesn’t have permission to create work orders or service appointments.</p> </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Invalid values for Generation Horizon and Generation Time Frame </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because some of your Maintenance Plan dates are out of range. Enter a maintenance plan Generation Horizon (Days) of 365 or less, and a maintenance plan Generation Time Frame equivalent to 20 years or less. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 "> <p>The date range for the maintenance plan extends beyond the allowed timeframe. </p> <ul> <li>Update the Generation Horizon to a value of 365 or less.</li> <li>Update the Generation Time Frame to 20 years or less.</li> </ul> </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Missing maintenance work rule after frequency fields migration </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because the maintenance plan’s frequency fields are blank, and it has no maintenance work rules on the maintenance plan or any of its Maintenance assets. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 ">The org has hidden the Frequency fields in Setup, but maintenance work rules still need to be set up for the maintenance plan. </td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Missing maintenance work rules and frequency fields </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We couldn’t generate work orders because the maintenance plan’s frequency fields are blank, and it has no maintenance work rules on the maintenance plan. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 ">The maintenance plan doesn’t have a maintenance work rule or frequency fields (Generation time frame and generation time frame type) defined.</td> </tr> <tr class=""> <td data-label="Error" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e124 ">Errors due to customization </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e127 ">We generated x of y work orders, a of b work order line items, and c of d service appointments for your maintenance plan. However, some work orders couldn’t be generated. To find out why, ask your Salesforce admin. Learn More in Salesforce Help. </td> <td data-label="Possible Solutions" class="slds-cell-wrap" style="vertical-align:top;" headers="d112533e130 ">Refer to Determine Whether Customizations are Disrupting Generation for additional solutions. </td> </tr> </tbody> </table> ## Resolve Issues that Need Review When troubleshooting issues that have the **Needs Review** status, complete these steps: - Address the issue based on the solution in the “Work Order Generation Error Messages” table. - Turn off **Auto-generate work orders** and run manual generation for the work orders. - After the status becomes successful, turn on **Auto-generate work orders**. ## Determine Whether Customizations are Disrupting Generation Work order generation can fail when objects related to the process, such as Work Order or Service Appointment, have customizations. If a generation fails, take these steps to determine which of your changes is causing the failure and make corrections. If you don’t think your changes are the cause of the generation failure, contact Salesforce Support for assistance. - Verify that you can create a work order manually. If manual creation fails, correct any errors. - Verify that any custom-required fields on the following objects have a default value configured. Default values ensure that the maintenance plan generation process knows what value to set for the custom fields. - Work Order - Work Order Line Item - Asset - Service Appointment (if the work order generation includes creating Service Appointment) - Assigned Resource (if you have automation to auto-schedule Service Appointments) - Verify that custom automation, including triggers, processes, and workflows, on the following objects aren't interfering with the process by disabling them and rerunning work order generation: - Maintenance Plan - Work Order - Work Order Line Item - Asset - Service Appointment, if the Work Order Generation includes creating Service Appointment - Assigned Resource, if you have automation to auto-schedule Service Appointments - Verify whether you can generate work orders with custom validation rules on the following objects disabled: - Work Order - Work Order Line Item - Asset - Service Appointment - Assigned Resource - Verify whether you can generate work orders after deactivating custom lookup filters on fields from the following objects: - Work Order - Work Order Line Item - Asset - Service Appointment - Assigned Resource - Saving a record containing a picklist field results in an error if the default value isn't set and the picklist only allows dependent values. To prevent this error, ensure that your picklist fields meet these conditions: - The referenced picklist field has Restrict picklist to the values defined in the value set is set to Enabled. - The referenced picklist field is a dependent picklist. - The page layout doesn't include both the controlling and dependent picklist fields. - A default value is set for the referenced picklist field: - If the object includes record types, the error occurs if the record type sets the default value. - If the object doesn't include record types, the error occurs if the picklist field sets the value. - All record types have the newly created picklist selected in the Selected items section and not in Available items. - Initiates a mass quick action with a predefined value set. - Any active trigger on the object where the field is used gives an error. ## Get More Information Using Debug Logs To get more information on why generation failed, turn on debugging, Work order generation is an automatic process that uses an automated process user in the background. By default this process doesn’t generate debug logs. To enable debug logging for the automated process user: - From Setup, in the Quick Find box, enter Debug Logs, and then select **Debug Logs**. - Click **New**. - In Traced Entity Type select Automated Process. - Enter a start date for the logging period. - In **Debug Level** choose SFDC\_DevConsole. - Save your changes. You can also make these settings in the Developer Console. When you generate these logs, note the following: - Allow up to 24 hours for the logs to become available. - Use the finest log level for the Automated Process log. - Review all logs and inspect their content. This review should include all logs with the success status, as exceptions are handled during maintenance plan generation and don’t result in the logging of unhandled exceptions. #### See Also - [Set Up Debug Logging](https://help.salesforce.com/s/articleView?id=xcloud.code_add_users_debug_log.htm&type=5&language=en_US) <!-- document id=d5ec4be0581c0f6856efc80a86258c40c25768cfae74698d07e5ce5a4e5a4360 url=/admin/current/en-us/service/264-0-0/voice_sandbox.md --> # Try Salesforce Voice in Your Sandbox You can test out Salesforce Voice (formerly Service Cloud Voice) with your telephony provider in your sandbox. Before you set up Voice in a sandbox, follow these best practices to prepare the environment and to migrate data. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Instructions and guidelines for using Salesforce Voice in a sandbox vary based on your telephony provider. Work with your telephony provider to request this content. This information applies to the Amazon Connect telephony provider only. To learn how to refresh your Salesforce Voice with Amazon Connect sandbox, go to the [Salesforce Voice with Telephony Providers Implementation Guide](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_intro.htm). When you set up Voice in a sandbox, Salesforce creates an Amazon Web Services (AWS) subaccount and an Amazon Connect instance for you. When you create a contact center in Service Cloud Voice in your sandbox, Salesforce creates an Amazon Connect instance for you. Charges for your Amazon usage in the sandbox are charged to the production org. To access Amazon Web Services documentation, go to [https://docs.aws.amazon.com](https://docs.aws.amazon.com). If Voice is set up in a sandbox, only do a [Partial Copy sandbox refresh](https://help.salesforce.com/articleView?id=platform.data_sandbox_refresh.htm&type=5&language=en_US). If you do a full refresh, you have to set up Voice again. When you’re finished using Voice in your sandbox, delete your Amazon Connect instance, so your org doesn’t incur more charges for Amazon Connect usage. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note When Salesforce Voice and Conversation Insights are both turned on in the same production org, copying the production org to a sandbox turns off Conversation Insights and breaks the flow of data to the Salesforce Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox. ## Delete Existing Contact Centers If you already have a contact center set up in your Salesforce production org, follow these steps before setting up Voice in your sandbox: 1. Copy the data from your production org to the sandbox. 2. Delete the call center information from the sandbox. 3. Disable the identity provider. 4. Delete the contact center. When you delete the contact center, the external client app and external client app data are also deleted. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, when you delete the contact center, the connected app and connected app data are also deleted. ## Migrate Data from Amazon Web Services Migrate this data from AWS from your production org to your sandbox. Alternatively, if you’re ready to use Voice in production, you can migrate the data from your sandbox to your production org. 1. Import Voice sample contact flows into Amazon Connect. 2. Salesforce creates an Amazon Connect instance when you create a contact center in Voice. If you have other Connect instance configurations, you must manually reconfigure them. 3. By default, Salesforce makes the Voice Lambda functions available in your Connect instance when you create your contact center. If you have other Lambda functions, migrate them to the new Connect instance. ## Migrate Data from Salesforce Migrate this data from your Salesforce production org to the sandbox. Alternatively, if you’re ready to use Voice in production, you can migrate the data from your sandbox to your production org. 1. Migrate the contact center information. 2. Migrate users associated with the contact center. Use the Data Loader to migrate users. 3. Export and deploy the configuration files from the external client app. For contact centers created before the Summer '26 release, Salesforce uses connected apps for single sign-on (SSO). For such contact centers, export and deploy the configuration files from the connected app. ## Delete Instance and Close AWS Account Refer to Amazon documentation to [delete your Amazon Connect instance](https://docs.aws.amazon.com/connect/latest/adminguide/delete-connect-instance.html) and [close your AWS account](https://docs.aws.amazon.com/organizations/latest/userguide/orgs_manage_accounts_close.html). #### See Also - [Manage Call Centers](https://help.salesforce.com/s/articleView?id=service.cti_admin_managecc.htm&type=5&language=en_US) - [Delete a Connected App](https://help.salesforce.com/s/articleView?id=xcloud.connected_app_delete.htm&type=5&language=en_US) - [_Amazon Connect Administrator Guide_: Delete your instance](https://docs.aws.amazon.com/connect/latest/adminguide/delete-connect-instance.html) - [_AWS User Guide_: Closing an AWS account](https://docs.aws.amazon.com/organizations/latest/userguide/orgs_manage_accounts_close.html) <!-- document id=4dea9c3453154ab3e03ae8b67713bbae0a9733c5974696151208d649bffb929f url=/admin/current/en-us/service/264-0-0/task_cxi_agent_actions.md --> # Turn On Agent Actions Optionally, select agent actions to receive real-time AI support for customer cases and issue resolution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with <span>Data 360</span> enabled, and the Customer Signals Intelligence and Einstein GPT Copilot add-ons</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d6102e49">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6102e49 ">To enable Einstein Copilot for Salesforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6102e49 "> <p>Agentforce Default Admin</p> <p>OR</p> <p>Customize Application</p> <p>OR</p> <p style="margin-bottom:0;">Modify Metadata</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d6102e49 ">To run prompt templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d6102e49 "> <p style="margin-bottom:0;">Execute Prompt Templates</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to go to Customer Signals Intelligence. 2. From Configure Agent Actions, click **Configure**. 3. Turn on one or more agent actions. Here's what each agent action does: | AGENT ACTION | AGENT ACTION NAME IN AGENT BUILDER | DESCRIPTION | | --- | --- | --- | | Draft an Email with Issue Summary | Draft or Revise Email | Creates a draft email with the key details of an issue. | | Summarize Engagement For a Customer | Summarize Service Engagement | Summarizes all engagements for a particular customer to highlight key touchpoints. | | Summarize Engagement For a Channel | Summarize Service Engagement | Summarizes all engagements for a specified channel to highlight key metrics and activities. | | Summarize Engagement For a Contact Reason or Theme | Summarize Service Engagement | Summarizes all engagements for a specified theme to highlight key interactions and trends. | | Draft Response Based on Similar Case Resolutions | Draft Case Response | Identifies a solution for the user’s query from cases that were closed with a similar issue. | | Find Similar Interactions | Find Similar Interactions | Searches for specific channel names or related terms in interaction records and creates an engagement summary. | | Summarize Product Reviews | Summarize Product Reviews | Summarizes customer reviews, identifies top products, and classifies sentiment as positive, negative, mixed, or neutral. | | Enhance Product Description | Enhance Product Description | Compares product descriptions with customer reviews and generates enhanced descriptions. | <!-- document id=450e7a7e98348c6ddf73de5003fb4b58ba43a96a285e2be11e3c9a3f95a29bea url=/admin/current/en-us/service/264-0-0/knowledge_ek_agentforce_answers_setup.md --> # Turn On Agentforce Answers for Enterprise Knowledge Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113248e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113248e58 ">To set up and manage Enterprise Knowledge:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113248e58 "> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Allow View Knowledge</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Agentforce Answers is a paid feature. To understand how charges are applied to your account, see [Agentforce Conversations](https://help.salesforce.com/s/articleView?id=ai.generative_ai_usage_conversations.htm&language=en_US&type=5) and [Flex Credits](https://help.salesforce.com/s/articleView?id=ai.usage_flex_credits.htm&language=en_US&type=5). 1. From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select **Enhanced Knowledge Settings**. 2. In the Set Up Enterprise Knowledge section, turn on **Show Agentforce Answers in Enterprise Knowledge Component**. 3. In the Lightning App Builder, edit the Lightning Record page that has the Enterprise Knowledge component. 4. Select **Show Article Suggestions on Page Load**. Selecting this option makes the component show relevant articles automatically, giving Agentforce the context to generate an answer. If you skip this step, reps can still use Agentforce Answers by asking Agentforce a question first. 5. Save and activate the page. When a rep opens a record, the Enterprise Knowledge component loads relevant articles if **Show Article Suggestions on Page Load** is selected. Agentforce uses those articles as context to generate the next steps or solution to resolve the case. If suggestions aren't shown on page load, the rep can ask Agentforce a question to get an answer based on your Enterprise Knowledge articles. Either way, the cited articles stay visible so reps can verify and attach the source to the case. #### See Also - [_Salesforce Help_: Use the Enterprise Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&type=5&language=en_US) <!-- document id=478994e587413c935001911c96722d696faa673bdf210418b9b6dbf9e7f03dd2 url=/admin/current/en-us/service/264-0-0/knowledge_ek_aes_setup.md --> # Turn On Agentforce Coworker Turning on Agentforce Coworker is largely done automatically for you. The steps can take a little while to process. If you missed any pre-enablement steps, there's a warning on the Setup page with instructions for completing the steps, and you can't activate Agentforce Coworker until you complete them. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Using Agentforce Coworker affects credit consumption for Data 360, Agentforce Conversations, and Flex Credits. Before you turn on Agentforce Coworker, make sure Amazon Bedrock is enabled in Einstein Setup. It's on by default, but if it's been disabled, turn it back on before you activate Agentforce Coworker. To turn on Agentforce Coworker, see [Turn On Agentforce Coworker](https://developer.salesforce.com/docs/data/agentforce-coworker/guide/agentforce-coworker-turn-on-infrastructure.html). <!-- document id=8591b84da61fb4c14bcd2b3c253472df001cc4fc028b65922a2d668e82b9fa74 url=/admin/current/en-us/service/264-0-0/setting_up_web-to-case.md --> # Turn On and Customize Web-to-Case Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d87838e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e64 ">To set up Web-to-Case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e64 ">Customize Application</td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US). 1. Complete the steps in [Prepare for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case_prereqs.htm&release=264.0.0&type=5 "Before setting up your web form with Web-to-Case, complete these steps."). 2. From Setup, enter Web-to-Case in the Quick Find box, then select **Web-to-Case**. 3. Complete the fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:38.02281368821293%"> <col style="width:61.97718631178707%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87838e137">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87838e140">Instructions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Enable Web-to-Case</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Select to turn on Web-to-Case.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Require reCAPTCHA Verification</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 "> <p>(Recommended) Select to require reCAPTCHA v2 verification for customers trying to submit a request using a web form.</p> <p style="margin-bottom:0;">When this option is selected, requests without reCAPTCHA verification don’t generate cases. After enabling, confirm that your generated HTML includes the reCAPTCHA information. reCAPTCHA is provided by Google. Make sure that reCAPTCHA is supported in your geographic area.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Default Case Origin</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">The default origin value for cases created using the web form. Most businesses can select <strong class="uicontrol">Web</strong>. Optionally, create your own custom value to represent a service process that’s specific to your business.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "><strong class="uicontrol">Opt Out of Web-to-Case Emails</strong></td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">If you disable Web-to-Case, this setting appears and allows you to stop all email notifications that were previously generated by it.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Default Response Template</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 "> <p>Select a default response template for automatically emailing customers to indicate that their case was created. The template must be marked as “Available for Use.” </p> <p style="margin-bottom:0;">If you set up response rules to use different email templates based on the information submitted, the default email template is used when no response rules apply. Leave this field blank if you don’t want an email sent when no rules apply.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Hide Record Information</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Select to hide record information in the email sent to customers if case creation fails.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "> <strong class="uicontrol">Email Signature</strong> </td> <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Customize the signature in the notification email sent when online case creation fails. If you don’t provide one, the default email signature is used.</td> </tr> </tbody> </table> 4. Save your changes. You’re halfway there! After you enable and set up Web-to-Case, it’s time to generate your web form as HTML code that can be embedded in your website. #### See Also - [Prepare for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case_prereqs.htm&release=264.0.0&type=5 "Before setting up your web form with Web-to-Case, complete these steps.") - [Web-to-Case Guidelines and Limits](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_notes.htm&release=264.0.0&type=5 "Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues.") - [Generate and Test Your Web-to-Case Form](https://help.salesforce.com/s/articleView?id=service.web_to_case_html.htm&release=264.0.0&type=5 "Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created.") - [Prevent Spam Cases with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_enable_recaptcha.htm&release=264.0.0&type=5 "We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case.") <!-- document id=461e785ff638d3b1e26f20cb164f64524acb582d3fce5d6ec1740ab9e1f6cd12 url=/admin/current/en-us/service/264-0-0/bots_service_disambiguation.md --> # Turn On Disambiguation The Disambiguation dialog helps your bot better understand your customers when they enter text. Instead of moving directly to the Confused dialog, the bot reviews the text and offers a few dialogs that the customer likely means. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d59030e64">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59030e64 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59030e64 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Before turning on disambiguation for your bot, [turn on the cross-lingual intent model](https://help.salesforce.com/s/articleView?id=service.bots_service_cross_lingual_intent_enable.htm&release=264.0.0&type=5 "Use the cross-lingual intent model to get a unified view of intent performance for all the languages defined for a bot. The model allows you to test utterances in any supported language, before or after adding the language to your model. Plus, you can train your model on as little as one utterance per language."). Because the Disambiguation dialog is a system dialog, you can’t remove it from the bot after it's added. 1. In the Bot Builder, select **Overview** from the Bot Builder menu. 2. In the Settings section, edit the Intent Enhancements panel. Then enable **Use Disambiguation with this bot**. To save your changes, click ![Save icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_save_checkmark.png). 3. To rebuild your bot’s model, select the Model Management menu and then click **Build Model**. After the model is done rebuilding, you see the Disambiguation dialog in the Dialog menu. Optionally, add repair attempts to the Disambiguation dialog. In the dialog, click the question dialog step. Then click **Add Repair Attempt**. To configure repair attempts, see [Set Up a Dialog Question Step with Text Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input."). <!-- document id=6936f0c599be3c8d877fd35424bf7b2a3290c3556a7ee85748d5d4578374e01c url=/admin/current/en-us/service/264-0-0/knowledge_creation_enable.md --> # Turn On Einstein Knowledge Creation To use generative AI with Einstein Knowledge Creation, first turn on Einstein Generative AI, and then turn on Knowledge Creation. To use prompt templates, turn on Prompt Builder Template. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Knowledge Creation, and then select **Einstein Knowledge Creation**. 2. Turn on Einstein Knowledge Creation. ![Knowledge Creation setup with the enable toggle turned on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/knowledge_creation/Knowledge_creation_enable.png) 3. To draft knowledge articles by using templates, turn on Prompt Builder Template in the Configure Your Prompt Builder Template section. To create custom templates, go to Prompt Builder. See [Create Custom Prompt Templates for Knowledge Creation](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_custom_prompt_templates.htm&release=264.0.0&type=5 "You can create multiple templates for Knowledge Creation, each tailored to a specific scenario. Start from a standard template, or build your own."). ![Knowledge Creation setup page with the Prompt Builder Template toggle turned on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/knowledge_creation/Knowledge_creation_enable_prompt_template.png) <!-- document id=b847387e8d7c0d05d7a73a75752d24e7e3e255c9439d1a02033724a65c117ef0 url=/admin/current/en-us/service/264-0-0/customizesupport_enabling_email_to_case.md --> # Turn On Email-to-Case Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75314e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75314e61 ">To enable and set up Email-to-Case: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75314e61 ">Customize Application</td> </tr> </tbody> </table> 1. Before you enable Email-to-Case, take care of some configuration tasks. 1. (Optional but recommended) Create email templates for service reps to use when replying to an email. These templates can include merge fields that show information from the original email or case in the reply. For example, in a template in Lightning Experience, include the Case Number merge field so that Email-to-Case can offer that information to the customer for their future reference. 2. From the Support Settings page in Setup, select a Default Case Owner and an Automated Case User. When you add routing addresses, you also have the option to add custom case ownership preferences that override the default ones. 2. From Setup, enter Email-to-Case in the Quick Find box, then select **Email-to-Case**. 3. Click **Edit**. 4. Select **Enable Email-to-Case**, and click **Save**. 5. Select **Enable On-Demand Service** and click **Save**. This setting allows Salesforce to process your incoming emails. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Enabling Email-to-Case creates the Send Email quick action. After you enable Email-to-Case, you can’t disable it, but you can update the Email-to-Case settings. #### See Also - [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&type=5&language=en_US) - [Email Templates in Lightning Experience](https://help.salesforce.com/s/articleView?id=sales.email_templates_lightning_parent.htm&type=5&language=en_US) <!-- document id=f651b8247209ddfab44f0ae281b240c46bbc82ba76207b73f01ab0ee50a07bd0 url=/admin/current/en-us/service/264-0-0/pfs_gantt_live_update_parent_topic.md --> # Turn On Field Service Gantt Live Updates Choose how to trigger Gantt live updates so that dispatchers don’t have to rely on timed updates. To get enhanced live update capabilities, choose to work with Enhanced Live Updates. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Get Improved Real-Time Updates with Enhanced Live Updates Choose to have the Gantt auto-refresh with Enhanced Live Updates to experience better performance and get significantly faster near real-time updates. This feature’s enhanced capabilities let you handle large datasets efficiently, experience a stable environment, and effectively manage time-sensitive and critical tasks. By choosing to work with Enhanced Live Updates, you can respond faster to urgent changes with increased confidence that scheduling decisions are based on accurate, up-to-date information. Enhanced Live Updates is available to Experience Cloud site users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31211e110">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e110 ">To configure the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e110 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e110 ">To enable Enhanced Live Updates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e110 ">Field Service Admin permission set</td> </tr> </tbody> </table> 1. From the App Launcher, find and select the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI** | **Updating the Gantt**. 3. Under Enhanced Live Updates, click **Enable**. When you enable Enhanced Live Updates, these prerequisites are checked and automatically adjusted. - Field Service Integration setting is enabled - Remote site is activated - Field Service Integration permission set is up-to-date 4. If Enhanced Live Updates doesn’t have read access to all fields in the service appointment’s field sets, it doesn’t provide updates. Click **Update** to update the Field Service Integration permission to include read access for those fields. 5. Save your changes. You can use timed updates instead of live updates to set the Gantt’s refresh frequency. On the same Updating the Gantt page, under Timed Updates, enter the number of seconds between Gantt refreshes. The minimum frequency is 10 seconds. ## Auto-Refresh the Gantt with Live Updates Choose to have the Gantt auto-refresh with Live Updates. Live Updates relies on the Salesforce Streaming API. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d31211e247">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e247 ">To configure the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e247 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e247 ">To view live updates on the Gantt:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31211e247 ">Streaming API custom permission</td> </tr> </tbody> </table> 1. Update sharing settings so that dispatchers receive notifications only about the data they have access to. 1. From the App Launcher, find and select the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI** | **Updating the Gantt**. 3. Under Live Updates, check that each object’s sharing setting is Private. If not, update the object’s sharing setting to Private in Salesforce Setup. 2. On the same Updating the Gantt page, click **Update push topics**. Push topics are used to send event notifications on specified objects, fields, and criteria. Field Service creates push topics for these objects. - Service resource - Resource absence - Service appointment - Assigned resource - Service resource capacity - Field Service operation - Optimization request 3. Select **Gantt updates are enabled org wide**. 4. Select **Allow admins to use Gantt updates**. 5. Save your changes. Gantt Live Updates has these limitations. - Dispatchers without the Streaming API custom permission get timed updates on the Gantt, as defined in your settings. - Live updates aren’t available to Experience Cloud site users. - Gantt Live Update access isn’t automatically available to all admins, and too many live update requests can cause the Gantt to crash. - Gantt Live Updates are subject to org limits for event delivery and [PushTopic Streaming Allocations](https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/limits.htm). - If the service appointments were recently updated, field values on service appointments that appear on the Gantt also get their latest value. Because formula fields don’t trigger updates to the record, formula fields never trigger the push updates to that service appointment. <!-- document id=9b55b449b3d7ab5523faeda46be7f20650f612f72c1fc5697fbcb71517f21a92 url=/admin/current/en-us/service/264-0-0/console2_log_on.md --> # Turn On Interaction Logs for a Console in Salesforce Classic To display interaction logs, you must turn them on for page layouts assigned to different user profiles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10348e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10348e41 ">To turn on interaction logs:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10348e41 ">Customize Application</td> </tr> </tbody> </table> 1. Edit any page layout and click **Layout Properties**. 2. Check Interaction Log and click **OK**. 3. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note If you turn interaction logs on or off, you must close and reopen records to see the changes. #### See Also - [Assign Interaction Logs in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_log_assign.htm&release=264.0.0&type=5 "After you set up or customize interaction logs, you can assign them to different user profiles.") <!-- document id=6ec6a81fa5e96c29068d9cf09117dc31e301ce191e49546fb4674c9f03c6657b url=/admin/current/en-us/service/264-0-0/console2_setup_knowledge.md --> # Turn On Knowledge for a Salesforce Console in Salesforce Classic If Salesforce Knowledge is set up, you can turn on the Knowledge sidebar so that users working on cases can automatically see relevant knowledge articles that can help them close cases faster. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14796e44">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14796e44 ">To turn on the Knowledge sidebar:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14796e44 ">Customize Application</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_important.png) Important You must have Salesforce Knowledge set up in your Salesforce org before you can add it to a console. Knowledge articles appear based on matching words typed into a case’s Subject. 1. From the object management settings for cases, go to Page Layouts. 2. Click **Edit** next to a page layout. 3. Click **Layout Properties**. 4. Check Knowledge Sidebar, and click **OK**. 5. Click **Save**. Repeat these steps for each case page layout assigned to console users. #### See Also - [Find Object Management Settings](https://help.salesforce.com/s/articleView?id=platform.extend_click_find_objectmgmt_parent.htm&type=5&language=en_US) - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") <!-- document id=9442149e9f4acdc9deb8bd59361bce08adb2eb8278ec5168e7b3c82cef731615 url=/admin/current/en-us/service/264-0-0/knowledge_similarity_turn_on.md --> # Turn On Knowledge Similarity Turn on Knowledge Similarity and ground it on an Agentforce Data Library so that your authors can check for similar existing articles while they work. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38274e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38274e56 ">To turn on Knowledge Similarity:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38274e56 "> <p>Knowledge User license </p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p style="margin-bottom:0;">Data Cloud Architect</p> </td> </tr> </tbody> </table> Before you turn on Knowledge Similarity: - [Configure Data 360 for Knowledge Similarity.](https://help.salesforce.com/s/articleView?id=service.knowledge_similarity_configure_data360.htm&release=264.0.0&type=5 "Check you’ve met all the prerequisites. Then, set up the Agentforce Data Library in Data 360.") - Set up an Agentforce Data Library in Data 360 that indexes your knowledge articles. To add a data library, go to Agentforce Data Library Setup. See [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&type=5&language=en_US). 1. From Setup, in the Quick Find box, enter AI Knowledge, and then select **AI Knowledge Settings**. 2. Turn on Knowledge Similarity. 3. Under Agentforce Data Library, select the data library to ground Knowledge Similarity on. 4. Save your changes. After you save, your authors can check for similar articles when they create or view knowledge articles. <!-- document id=2c14a56e212f2ca6269540f1c1815349d650ed8bd3245a21e3531eb571c17eb7 url=/admin/current/en-us/service/264-0-0/livemessage_enable.md --> # Turn On Messaging Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_enable__d589e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_enable__d589e447" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat or Enhanced Web Chat channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d118419e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118419e98 ">To enable Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118419e98 "> <p>View Setup and Configuration</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">System Administrator</p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"> </td></tr></tbody></table> 1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and select **Messaging Settings**. 2. Turn on **Messaging**. ![Messaging Settings page with the Messaging toggle set to On](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_enabled.png) The Digital Engagement add-on license creates Messaging permissions, Setup pages, and objects, such as the MessagingSession and MessagingEndUser objects. It also allows you to create Messaging channels so your service team can help customers over WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, and SMS. After you turn on Messaging, create one or more Messaging channels using the New Channel guided setup flow on the Messaging Settings page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you’re not able to turn on Messaging, first make sure that you have the Digital Engagement add-on license. If you purchased the add-on but still aren’t able to turn on Messaging, contact your account executive. If you receive an error message with a specific number when you try to turn on Messaging, contact Salesforce Customer Support and share the error number. And, note that Messaging can’t be turned on in Trailhead playgrounds. <!-- document id=b483fd400ee9c7be739f741853bbc6c5e5fb8ffc54349da057f70b10ef1350ee url=/admin/current/en-us/service/264-0-0/console2_multi_monitor_component.md --> # Turn On Multi-Monitor Components for a Salesforce Console in Salesforce Classic If a console is set up, multi-monitor components are turned on so that you can move portions of a console to different areas of your screens to help you work best. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d10810e41">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d10810e41 ">To turn on multi-monitor components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d10810e41 ">Customize Application</td> </tr> </tbody> </table> With multi-monitor components, you can pop out primary tabs or Open CTI SoftPhones from browsers and drag them across multiple monitors. You can also move the History component, Chats (but not the footer component), and any console components included in a console’s footer. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a console app. 3. Click **Edit**. 4. If multi-monitor components are turned off, click Enable Multi-Monitor Components. 5. Click **Save**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note Popped out items close and lose their positions on screen when you log out of Salesforce, click **Setup**, click a link to leave a console, or refresh or close browsers. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To pop out components, you might need to update these settings in your browser: (1) allow popup windows; (2) set links to open in new windows, not tabs. #### See Also - [Guidelines for Working with Salesforce Console Multi-Monitor Components in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_multi_monitor_using.htm&release=264.0.0&type=5 "Move portions of a console to different areas of your computer screens so that you can view data in ways that help you work best.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") <!-- document id=823055bd9eecc725b455773de41e5c2c1ec0efb7e61eb31544e6d2e56ab5adf0 url=/admin/current/en-us/service/264-0-0/csi_enable_rti.md --> # Turn On Real-Time Insights Set up real-time sentiment insights for your cases and take effective action to help your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> Edition with Data 360 enabled, and the Customer Experience Intelligence and Einstein GPT Copilot, Service Planner add-ons</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2415e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2415e69 ">To turn on real-time insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2415e69 "> <p>Agentforce Default Admin</p> <p>AND</p> <p>Data Cloud Admin</p> <p>AND</p> <p style="margin-bottom:0;">Service Planner Builder</p> </td> </tr> </tbody> </table> To see the option to turn on real-time insights, make sure you have [turned on Service Assistant](https://help.salesforce.com/s/articleView?id=service.csi_rti_widget.htm&release=264.0.0&type=5 "Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice.") in your org. 1. From Setup, use Quick Find to go to **Real-Time Insights**. 2. Turn on insights for the channel you want to generate insights for. 3. Enter a time interval and/or message count for when real-time insights are automatically generated. Every time sentiment insights are generated, the system analyzes the entire case data at that point. This can take a few seconds. For Case insights, if you set a time interval, insights are recalculated whenever the interval threshold is reached and available at the case record level. If you set a message count, each case update increments the count and insights are recalculated when the threshold is reached. If you configure both time and message count, insights are recalculated based on whichever threshold is reached first. For Chat and Voice insights, sentiment refreshes when any of these conditions is met, whichever occurs first - 5 new messages since the last calculated sentiment, 10 minutes have elapsed since the first message following the last calculated sentiment, or the sum of character counts across all messages (both rep and customer) since the last calculated sentiment is ≥ 500 characters. 4. Save your changes. <!-- document id=d43fa7ea5f578ba4f0b7e9e66a659bf901b674f13df443aa4194b0b859faf065 url=/admin/current/en-us/service/264-0-0/voice_setup_enable.md --> # Turn On Salesforce Voice with Amazon Connect When you turn on Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect), Salesforce creates an Amazon Web Services (AWS) account that’s used to create your Amazon Connect instance. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. In Salesforce, from Setup, enter Amazon Setup in the Quick Find box, then select **Amazon Setup**. 2. Select **Turn On Salesforce Voice**. 3. Enter the root email address two times. Salesforce uses this email address to create the root user in your Amazon Web Services subaccount. The root email address must be unique and can’t be used with another AWS service. Write down this email address because you need it later to configure your Amazon Connect instance.  ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important The configuration and security of the Amazon Web Services subaccount and the Amazon Connect instance is the customer’s responsibility. For details, see [AWS Account Root User](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_root-user.html). To access Amazon Web Services documentation, go to [https://docs.aws.amazon.com](https://docs.aws.amazon.com). 4. Click **Turn On Voice**. It can take a while for Voice to turn on. To see whether the process is completed, refresh the Amazon Setup page. If an error occurs, contact Salesforce Customer Support. Trying to turn on Voice again can cause Salesforce Voice to be in an inconsistent state. After Voice is turned on, you receive two emails. When the Amazon Web Services account is enabled, AWS sends an email to the root user email address to notify you. Salesforce sends an email to notify the Salesforce admin that Voice is turned on. 5. If needed, you can reset your email address or password for the AWS root user. 6. Sign in to your AWS Management console using your root email address and new password. Create IAM users with admin privileges in the AWS account as a secure alternative for logging into AWS, in case of MFA issues with the root credentials. For details, see [Create an IAM User in your AWS Account](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_users_create.html). To increase security on the root user account, enable multi-factor authentication (MFA) on the account. #### See Also - [_Amazon Documentation_: Update the AWS Account Name, Email Address, or Password for the Root User](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-update-root-user.html) - [_Amazon Documentation_: Enable MFA on the AWS Account Root User](https://docs.aws.amazon.com/IAM/latest/UserGuide/id_root-user.html#id_root-user_manage_mfa) <!-- document id=ce0c1b3635eb88b96d553dc37e71a9e73aac78fbad243195de11144e4dc3c825 url=/admin/current/en-us/service/264-0-0/voice_pt_setup_turn_on.md --> # Turn on Salesforce Voice with Partner Telephony Enable Voice for your org. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d72749e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72749e80 ">To view the Partner Telephony Setup page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72749e80 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72749e80 ">To turn on Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72749e80 ">Customize Application</td> </tr> </tbody> </table> If you have the Salesforce Voice with Partner Telephony license, you see the Partner Telephony Setup page in the Setup menu. 1. From Setup, enter Partner Telephony Setup in the Quick Find box, then select **Partner Telephony Setup**. 2. Select **Turn On Salesforce Voice**. The Partner Telephony Contact Centers page appears in the Setup menu. After you turn on Voice, it’s time to install the managed package from your telephony provider. <!-- document id=8dd27bf883f947bc8aacd0ec5c5f53e23b54071154eaba01ae6d20d6007c1e8e url=/admin/current/en-us/service/264-0-0/voice_setup_amazon_enable.md --> # Turn on Salesforce Voice with Partner Telephony from Amazon Connect Enable Voice for your org. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d140412e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140412e72 ">To view the Partner Telephony Setup page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140412e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140412e72 ">To turn on Voice:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140412e72 ">Customize Application</td> </tr> </tbody> </table> If you have the Salesforce Voice with Partner Telephony license, you see the Partner Telephony Setup page in the Setup menu. 1. From Setup, enter Partner Telephony Setup in the Quick Find box, then select **Partner Telephony Setup**. 2. Select **Turn On Salesforce Voice**. The Partner Telephony Contact Centers page appears in the Setup menu. After you turn on Voice, choose whether to automatically set up a Voice contact center with a new Amazon Connect instance or whether to use an existing one. <!-- document id=2050cb767311766a99a1f2118f803f9ed544b619871e42b98cb3815d95742842 url=/admin/current/en-us/service/264-0-0/einstein_generative_ai_enable_grounding.md --> # Turn On Service AI Grounding To get started, turn on grounding. After you enable Service AI Grounding, you can define the knowledge and case fields you want Einstein to ground on. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Service AI Grounding, and then select **Service AI Grounding**. 2. Turn on Service AI Grounding. ![Einstein grounding setup page with the toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/service_grounding_enable.png) Next, select the Knowledge or Case fields you want to use for grounding. When you ground with Knowledge, Einstein uses information from your knowledge articles to draft responses customized to your unique knowledge base. When you ground with Cases, Einstein uses the unique case details to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the case fields. #### See Also - [Ground with Knowledge](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&release=264.0.0&type=5 "Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses.") - [Ground with Cases](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&release=264.0.0&type=5 "Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes.") <!-- document id=40d595d5981287b5fdfb23e10261a63f21c4bf752d18b57d6e772b6fb9e09532 url=/admin/current/en-us/service/264-0-0/turn_on_swarming.md --> # Turn On Swarming To begin swarming on customer issues and reduce customer resolution times, turn on Swarming. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. From Setup, in the Quick Find box, enter Swarming, and then select **Swarming**. ![Swarming setup page with Turn On Swarming highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/swarming_setup_enable.png) 2. Select the toggle to **Turn on Swarming**. Next, give your users access to swarming objects, set up the Service Console, configure out-of-the-box flows, and select a collaboration tool. <!-- document id=a4e7c3df3758b1cc98a54c90d116e09da9a3823d7d3de50fb634072333431635 url=/admin/current/en-us/service/264-0-0/bots_service_cross_lingual_intent_enable.md --> # Turn on the Cross-Lingual Intent Model Use the cross-lingual intent model to get a unified view of intent performance for all the languages defined for a bot. The model allows you to test utterances in any supported language, before or after adding the language to your model. Plus, you can train your model on as little as one utterance per language. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28376e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28376e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28376e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28376e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28376e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Beginning the week of October 30, 2023, newly created or cloned bots and bot versions default to the cross-lingual intent model, including single- and multi-language bots. Building an intent model with Einstein Bots is supported in the following languages: [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog."). You can use the cross-lingual intent model with multi-language or single-language bots. To turn on the model for a bot, the bot must have at least two intents and at least one utterance per intent per language. However, more utterances make the model more accurate. An intent must have at least 20 total utterances across all languages to generate an F1 score on the Model Management page. To turn on the intent model or to switch between intent models, deactivate your bot. 1. From the Einstein Bots Setup page, click the name of your bot to launch the Bot Builder. 2. From the Bot Builder menu, select **Overview**. 3. In the Settings section, edit the Intent Enhancements panel and then enable **Use the Cross-Lingual Intent Model with this bot**. Save your changes. 1. To recognize the intent of the first message a customer sends, enable **Use First Message Intent Recognition with this bot**. 4. If it’s your first time creating an intent model for your bot, turn on Einstein for at least two dialogs before building your model. 1. On the Dialogs page, select a dialog you want to include in your intent model. 2. Click **Enable Dialog Intent** on the dialog. 3. Add at least one utterance. You can add utterances manually, with Einstein Intent Sets, or with tools like Einstein Conversation Mining. 4. Turn on the **Einstein** toggle on the dialog. 5. On the Model Management page, click **Build Model**. You must rebuild the model every time you turn on or switch between intent models. After you successfully build your model, you can test it using the Input Tester on the Model Management page. You can test utterances for any supported language before or after adding training data for that language to your model. To switch between the original intent model and the cross-lingual intent model, on the Bot Overview page, edit the **Use the Cross-Lingual Intent Model with this bot** setting. Then on the Model Management page, rebuild the model. Your bot must meet the minimum intent data requirements for the model you want to turn on. You can’t switch from the cross-lingual intent model to the original intent model if your bot uses a language that’s only supported for the cross-lingual intent model. <!-- document id=1e9756157f47284df14624c058fb58c9dbbe4ea006382ba018b74c9c6d9cf69d url=/admin/current/en-us/service/264-0-0/console2_setup_most_recent.md --> # Turn On the History Component for a Salesforce Console in Salesforce Classic If a console is set up, you can add the History component to the footer so that users can quickly access recent primary tabs or bookmarks without having to search Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3668e44">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3668e44 ">To turn on the History component:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3668e44 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note With Summer ’15, Most Recent Tabs was renamed History and bookmarks were added to it to give you a more streamlined experience for finding and retrieving tabs. These features aren’t available in Internet Explorer® 7 and 8. 1. From Setup, enter Apps in the Quick Find box, then select **Apps**. 2. Select a Salesforce console app. 3. Click **Edit**. 4. In Choose Console Components, add History to Selected Items. 5. In Align Custom Console Component, choose whether the component will appear in the footer’s right or left side. 6. Click **Save**. #### See Also - [View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_most_recent.htm&release=264.0.0&type=5 "If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or recently used in a console without having to search Salesforce.") - [Console Configurable Features in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_configuration.htm&release=264.0.0&type=5 "An administrator must enable and configure most console features to determine how console users view and work with data.") <!-- document id=e7588ca761379ad55c5c533f77f2078ac921d1021f83f68a4a5d5125a598c3be url=/admin/current/en-us/service/264-0-0/it_srvcs_controls_types.md --> # Types of Controls in IT Compliance IT Compliance supports multiple control types depending on how they operate and how they're validated. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Control Types Overview Compliance controls fall into categories based on when they operate (before, during, or after a non-compliant activity) and how they're validated (automated, manual, or external). Use this table to understand which control type fits each compliance scenario and how to test each type. | control type | description and validation | Example | | --- | --- | --- | | Validation Control | An automated control that runs as part of a validation procedure, checking compliance requirements in real-time as business processes execute. Executed automatically through validation procedures with test results recorded in Compliance Control Version Test Execution records. | A validation control attached to the Incident Close process verifies that every incident marked as Resolved has a root cause analysis documented before closure. If the analysis is missing, the control prevents closure and displays an error message to the incident owner. | | Non-Validation Control | A manual or external control that operates outside of automated validation procedures. Evidence is logged through the Compliance Logging API or uploaded manually as evidence artifacts. | A quarterly manual review of production access logs to verify no unauthorized access occurred. The IT security team exports access logs, reviews them for anomalies, documents the findings in a report, and uploads the report as an evidence artifact linked to the non-validation control. | | Preventive Control | A control that stops non-compliant activities before they occur. Tested by attempting to execute the non-compliant activity and verifying that the control blocks it. | A preventive control that blocks change requests from being approved unless they include a completed risk assessment. If a change owner attempts to submit a change without a risk assessment, the control prevents submission and displays a message: "Risk assessment is required for all production changes per Change Management Policy." | | Detective Control | A control that identifies non-compliant activities after they occur. Tested by creating a non-compliant record and verifying that the control detects it. | A detective control that scans incident records daily for missing root cause analysis on incidents marked as Resolved. When the control detects a violation, it creates a Compliance Finding and notifies the incident owner and compliance team. | | Corrective Control | A control that fixes non-compliant activities after they're detected. Tested by triggering a non-compliant scenario and verifying that the control corrects it. | A corrective control that automatically escalates incidents without root cause analysis to the compliance team seven days after resolution. The control detects the missing analysis, reassigns the incident to a compliance reviewer, and updates the incident status to Pending Compliance Review. | <!-- document id=ba616e0e926b57d3f7a56152453338d475fa375aebcf621dd74bfcf930768d5b url=/admin/current/en-us/service/264-0-0/hr_svc_generic_uel_faqs.md --> # UEL FAQs Review common questions about the Unified Employee License (UEL), including its purpose, supported capabilities, prerequisites, troubleshooting, and how it works with HR Service. - **Why are the Employee user settings not visible in my org?** To view the Employee user settings in your org, [enable the Reports To Field on Person account.](https://help.salesforce.com/s/articleView?id=service.es_configure_the_reports_to_field_on_person_account.htm&language=en_US) - **Why is the People tab missing or not visible in my App Launcher?** The People tab relies on Salesforce Chatter functionality. Ensure that Chatter is enabled in your organization's settings for the tab to appear. - **Do UEL users need a KnowledgeUser add-on to read Knowledge articles?** No, UEL users can read Knowledge articles without a KnowledgeUser add-on license, provided they have the following two permissions enabled at their profile level: Allow View Knowledge, Knowledge: Read. - **Are custom objects supported with the Unified Employee License (UEL)?** No. The Unified Employee License doesn't include access to custom objects. To give employees access to custom objects, assign them a Lightning Platform Starter or Lightning Platform Plus license. <!-- document id=b84f5fc5578b2f07a6d3a1623331cba6a6f9a2002be01c536c316b49655407ac url=/admin/current/en-us/service/264-0-0/pfs_bundling_unbundle.md --> # Unbundle a Field Service Appointment Bundle After bundling appointments together, you can unbundle the appointments so that each appointment can be scheduled separately. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d12378e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d12378e76 ">To manage bundles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d12378e76 ">Field Service Dispatcher</td> </tr> </tbody> </table> 1. To go to the Field Service Classic Dispatch Console, click the **Field Service** tab. 2. In the appointment list or on the Gantt, select one or more bundle service appointments. 3. From the global actions, select **Unbundle**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note When a bundle appointment is scheduled or dispatched to a service resource, you don't need to, and we don’t recommend that you unbundle the appointment for the service resource to see or update status details or other information for each bundle member appointment. Instead, the service resource can manage bundled service appointments on the Field Service Mobile App. When you unbundle a bundle, all bundle member service appointments become regular service appointments and can be scheduled individually. You can’t unbundle pinned bundles. To unbundle a pinned bundle, first unpin it. ## Results of Unbundling a Bundle When you unbundle a bundle, pay attention to the following behavior. - The bundle service appointment is deleted. - The bundle members appear as individual service appointments in the appointment list. - If the bundle is scheduled, the bundle members remain on the Gantt as individual service appointments. - If the bundle is scheduled and an appointment bundle sort policy of type Sort Within a Bundle is defined, the service appointments are scheduled according to the policy. If a policy of this type isn’t defined, the service appointments are scheduled according to their due date in ascending order. - If the bundle is scheduled, and an appointment bundle aggregation duration downscale policy is defined, each service appointment in the bundle gets its slot on the Gantt according to the following formula: (original bundle member duration ÷ original total duration of all the bundle members) × duration of the bundle after the downscale. For example: 1. Three 60-minute service appointments were bundled. 2. According to the appointment aggregation duration downscale policy used in the bundle policy chosen when you bundled the appointments, the duration of the bundle members from the second bundle member was reduced by 10% to 54 minutes each. We now have a bundle with a duration of 168 minutes. The downscaled duration is visible only in the bundle’s duration, not in the bundle members’ duration. 3. The bundle was scheduled. 4. The bundle was unbundled. 5. The three service appointments remain on the Gantt at the scheduled time with 56 minutes each according to this calculation: (60÷180) × 168 = 56. <!-- document id=15844d3c94631d49a380f2a4baf5532ed23d2237c31203046c30f897cedec704 url=/admin/current/en-us/service/264-0-0/ideas_about.md --> # Understand and Work with Ideas The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d18817e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18817e54 ">Edit on ideas</td> </tr> </tbody> </table> Salesforce offers its own Ideas community for Salesforce users to submit product feedback and suggest new features. To visit, go to [https://ideas.salesforce.com](https://ideas.salesforce.com/) ## Ideas Terminology The following terminology is used for Ideas: Category, Ideas Categories are administrator-defined values that help organize ideas into logical subgroups within a zone. The View Category dropdown list on the Ideas tab allows users to filter ideas by category, and the Categories picklist on the Post Ideas page lets users add categories to their ideas. For example, if your ideas zone has the focus “Improvements to our clothing line,” then you can set up categories such as “Shirts,” “Jackets,” and “Slacks.” Each organization has one common set of categories that can be added or removed from each zone. An administrator defines separate categories for their ideas and answers zones. Comment Comments are plain text responses to posted ideas that enable discussions about the ideas. On the Ideas tab, the Comments subtab lists the comments that have most recently been submitted. On the detail page of an idea, comments are sorted in chronological order from oldest to newest. Community Communities are Experience Cloud sites that are customizable public or private spaces for employees, end-customers, and partners. Use communities to collaborate on best practices and business processes. Community Expert A community expert is a member of the community who speaks credibly and authoritatively on behalf of your organization. When community experts post comments or ideas, a unique icon displays next to their name. The Salesforce administrator can designate as many community experts as necessary. Demote If you dislike an idea, you can click **demote** to subtract 10 points from its overall score and decrease the idea's overall popularity ranking. You can’t demote the same idea more than one time, and after you demote an idea you can’t promote it. An idea can have negative overall points if more users demote the idea than promote it. Half-life The half-life setting determines how quickly old ideas drop in ranking on the Popular Ideas subtab, to make room for ideas with more recent votes. A shorter half-life moves older ideas down the page faster than a longer half-life. This setting affects all zones in your organization. Idea Ideas are suggestions posted by the members of an ideas community and are organized by zones. For example, if the focus of a particular zone is “Ideas for car features,” an appropriate idea for that zone can have the title “Insulated cup holders that keep your beverage hot or cold.” Or, if the focus of a particular zone is “Ideas for our company's employee benefits,” an appropriate idea for that zone can have the title “On-site day care.” Idea Themes Idea Themes provide a forum in which you invite members to post ideas about specific topics so that they can solve problems or propose innovations for your company. Point A point is a unit of measurement that represents the popularity of an idea. Each vote for an idea is worth ten points (promote adds 10 points and demote removes 10 points). An idea's total number of points displays to the left of the idea. Popular Ideas On the Popular Ideas subtab, ideas are sorted by an internal calculation that reflects the age of an idea's positive votes. Regardless of an idea's static total number of points, ideas with newer positive votes display higher on the page than ideas with older positive votes. This allows you to browse ideas that have most recently gained popularity, with less precedence given to long-established ideas that were positively voted on in the past. Promote If you agree with or like an idea, click **promote** to add 10 points to the idea. You can’t promote the same idea more than once, and you can’t promote an idea that you’ve already demoted. Salesforce automatically adds your promote vote to any idea that you post. Recent Activity Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. For example, this page lists all the ideas and comments you’ve posted to a zone as well as the ideas you’ve voted on. You can view your Recent Activity page by clicking your nickname on the right side of the Ideas tab. Status An idea's status helps zone members track the progress of the idea. For example, “Under Review”, “Reviewed”, “Coming Soon”, and “Now Available” are common status values an administrator can define and assign to ideas. An idea's status appears next to the idea's title for all zone members to see. Top All-Time Ideas On the Top All-Time subtab, ideas are sorted from most number of points to fewest. This subtab allows you to see the most popular ideas in the history of your Ideas zone. Vote, Idea In an ideas community, a vote means that you have either promoted or demoted an idea. After you vote on an idea, your nickname displays at the bottom of the idea's detail page to track that your vote was made. You can use your Recent Activity page to see a list of all the ideas you’ve voted on. Zone Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. - **[Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5)** Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation. - **[Working with and Using Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_overview.htm&release=264.0.0&type=5)** Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company. <!-- document id=4bc9f02f91cd0015b600ce4400f8f9b3be4a673fcfeefde258105e8c50284b43 url=/admin/current/en-us/service/264-0-0/afcc_sv_understand_billing.md --> # Understand Billing for Agentforce Contact Center Agentforce Contact Center telephony usage is metered automatically and billed as Agentforce Contact Center voice credits through the Digital Wallet. Understanding what gets billed, how credits are calculated, and where to monitor usage helps contact center administrators stay on top of costs and avoid surprises. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Considerations While you can make calls from the US to Canada and vice versa, outbound calling to other countries is currently not supported from the US and Canada. ## What Is Billed Telephony usage is billed for two types of calls: - **Inbound calls** — Calls placed by end users to phone numbers (10DLC or toll-free) purchased by your organization through Salesforce. - **Outbound calls** — Calls placed from Salesforce-owned numbers to external destinations. Outbound billing currently applies to calls within the US and Canada. Each call generates a discrete, metered event that is recorded and aggregated for billing purposes. ## How Billing Works Billing is usage-based. Each call is measured and converted into Salesforce voice credits, which are consumed from your Digital Wallet. **Billing Dimensions** The number of voice credits consumed for each call is determined by a combination of the following factors: - **Call duration** — Measured in seconds and rounded up to the next whole minute. - **Call direction** — Whether the call is inbound or outbound. - **Number type** — For example, 10DLC or toll-free. - **Country** — The source or destination country of the call. Credit multipliers are applied based on these dimensions to reflect the underlying carrier costs for each combination. **How Credits Are Consumed** Call events are captured in Data Cloud and aggregated in the **Digital Wallet** by using the applicable rate card multipliers. Credits are drawn from the Agentforce Contact Center voice credits consumption card associated with your org. **Taxes** Metered call events are pre-classified as interstate or intrastate at the metering layer. This data feeds into tax computations and applicable telecom taxes will be levied as applicable. ## View Billing and Usage Data Admins can monitor telephony usage and credits via the **Digital Wallet**. It provides a real-time view of Agentforce Contact Center voice credit consumption. To view your consumption details, see [Monitor Usage for Consumption-Based Products in Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_monitor_usage.htm&type=5&language=en_US). <!-- document id=a28fe22f24de50d7463debb8f6278d937c5918445dbf77bef2b5182efbf0afe5 url=/admin/current/en-us/service/264-0-0/service_presence_capacity_model.md --> # Understand Capacity Models Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Tab-Based Capacity Model Determines service rep capacity using the number of console tabs that are open in the service reps’s Omni-Channel session. When the service rep logs out, all the work that’s assigned to the service rep is considered closed by Omni-Channel, and the service rep's capacity is reset. Omni-Channel also considers the work to be closed when a service rep closes the tab that Omni-Channel opened for the work item. Tab-based capacity models aren’t supported in apps with standard navigation. Status-Based Capacity Model Determines service rep capacity using the status of work items assigned to the service rep. Service reps sometimes work on the same work item over multiple days, across multiple Omni-Channel sessions. The status-based capacity model checks the status of a work item to determine if the work consumes a service rep’s capacity. If the service rep closes a tab or logs out of Omni-Channel, their capacity isn’t reset until the work has a completed status. A service rep can have a maximum of 100 work items open at a time. For tab-based capacity, the maximum is 100 tabs at once. For status-based capacity, the maximum includes work items that are paused or in progress. #### See Also - [Set Up Secondary Routing Priority](https://help.salesforce.com/s/articleView?id=service.omnichannel_secondary_routing_priority.htm&release=264.0.0&type=5 "Let your support reps tackle the right cases first with secondary routing priority.") - [Set Up a Status-Based Capacity Model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&release=264.0.0&type=5 "Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.") - [Configure Work Items as Primary or Interruptible](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_work_items_as_primary_or_interruptible.htm&release=264.0.0&type=5 "Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.") - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&release=264.0.0&type=5 "Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.") - [Service Channel Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") - [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&release=264.0.0&type=5 "Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?") <!-- document id=6092a6b98250b1d3090f9cf4a8ab2f927909f3570a3a47c04816bf633804d9aa url=/admin/current/en-us/service/264-0-0/bots_service_context_system_variables.md --> # Understand Context and System Variables Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Context Variables Context variables create dynamic mappings between Salesforce objects and the channel that your customer uses to interact with your bot. We provide prebuilt context variables that allow admins to look up contacts regardless of channel and then access any related objects. When combined with Chat, it consumes data from the prechat form to facilitate quick lookups. For example, if the bot conversation uses Chat, the Contact Id is read from the LiveChatTranscript object. If the conversation uses Messaging, the Contact Id is read from the MessagingEndUser object tied to the MessagingSession object. Bots can reference multiple objects in Salesforce to determine who your customer is. If a Contact Id exists, you can use the Contact Id context variable with a flow or Apex. This method outputs the Contact First Name, Last Name, and any other field. Context variables are read-only. Salesforce provides these prebuilt context variables: - Routable Id: If you’re using a pre-chat form, use Routable Id to access the LiveChatTranscript record for the current bot session. From there, you can look up the Contact Id and Lead Id fields. - Chat Key: The session ID of the chat transcript. Use the Chat Key to reference an order or a case, access custom fields created on the chat transcript record, and pass information to Apex or a flow. - Contact Id: Use the Contact Id to find out when the chatting customer is a known contact. - With Messaging, the ContactId context variable in Bot Builder is filled if a service rep has previously linked the Messaging User and Contact. This variable is tied to the MessagingEndUser.ContactId field. The link is made when a service rep receives a link notification or through Channel-Object Linking. The ContactId variable is null the first time a chatting customer contacts a service rep, or for the returning Messaging user who has only encountered a bot. - End User Id: In the Bot Builder, use the End User Id to find information about the customer chatting with your bot. In Apex or a flow, use the End User Id to look up the customer’s Contact Id The provided context variables map to these channel objects: | Label | API Name | Data Type | Chat Channel Field Mapping | Chat Omni-Channel Field Mapping | Messaging Channel Field Mapping | | --- | --- | --- | --- | --- | --- | | Chat Key | ChatKey | Text | LiveChatTranscript.ChatKey | LiveChatTranscript.ChatKey | Not applicable | | Contact Id | ContactId | ID | LiveChatTranscript.ContactId | LiveChatTranscript.ContactId | MessagingEndUser.ContactId | | End User Id | EndUserId | ID | Not applicable | LiveChatTranscript.LiveChatVisitorId | MessagingSession.MessagingEndUserId | | Routable Id | RoutableId | ID | Not applicable | LiveChatTranscript.Id | MessagingSession.Id | Context variables are identified with a \[Context\] tag before the variable name. You can use context variables as inputs for dialog actions. ![Context variable for action input](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_context_variables.png) ## Custom Context Variables Custom context variables help the bot use the information it learns throughout a conversation. You can map custom context variables to custom fields on a prechat form to customize the conversation, or use the incoming Messaging phone number to look up a contact. Custom context variables can be linked to multiple channels and objects. The Chat channel can map to the LiveChatTranscript object and the Messaging Channels can map from either the MessagingSession or MessagingUser objects. To create custom context variables see [Create Custom Context Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_custom_context_variables.htm&release=264.0.0&type=5 "Context variables for the contact are included, but you can create any type of context variable to use in your bot implementation. Use context variables for product names, store locations, referral URLs, or items in a customer’s shopping cart."). ## System Variables Salesforce provides these system variables: - Referrer Bot Id: In bot-to-bot transfers, this field shows the ID of the bot that initiated the transfer. - Last Customer Input: The string of text the customer input most recently. This field populates only when a customer inputs text, and not when a customer selects [a static or dynamic choice response](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly."). To capture the last customer input, use the Last Customer Input system variable in a dialog action. You can then pass it to Apex for further processing such as sentiment analysis. ![Last Customer Input system variable example in dialog action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_system_variable1.png) You can also use the Last Customer Input system variable in dialog rule conditions. ![System variable in dialog rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_system_variable.png) ## Context and System Variables in Merge Fields Like other Einstein Bot variables, you can use context and system variables in bot messages with merge syntax. - To call a custom fields, use the Field Name and append `__c` at the end. For example, `{!CustomField__c}`. - To call a specific record, use `{!Record.Field}`. - To call an item in a list variable, use `FieldName[X]`, with X referring to the location of the item in the list. Since Einstein Bots uses a zero-based index with list variables, the first item of the list is `FieldName[0]`. ``` {!$System.LastCustomerInput} {!$Context.ContactId} {!VariableName} ``` - **[Create Custom Context Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_custom_context_variables.htm&release=264.0.0&type=5)** Context variables for the contact are included, but you can create any type of context variable to use in your bot implementation. Use context variables for product names, store locations, referral URLs, or items in a customer’s shopping cart. <!-- document id=f7dd3a7709a41299491e673630b96829a882942162019a6863d27317baa054dc url=/admin/current/en-us/service/264-0-0/bots_service_dialog_about.md --> # Understand Einstein Bot Dialogs A dialog is the workhorse of your bot’s interaction with your customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Dialogs are conversation snippets that control what your bot can do. You can associate every dialog with a dialog intent which can be trained to understand variations in customer input. During a conversation with a customer, your bot moves between several different dialogs. Each dialog handles a portion of the conversation. For example, Welcome, Main Menu, Order Status, Location and Hours, and Transfer to Agent are individual dialogs that a customer might experience as part of a single conversation with your bot. Dialogs are specific to the version of the bot in which they’re created. The following illustration gives you an overview of the Dialogs panel. ![Dialog panel overview with numbers](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_overview.png) - It’s handy to [organize your dialogs into groups](https://help.salesforce.com/s/articleView?id=service.bots_service_dialog_groups.htm&release=264.0.0&type=5 "Manage your bot’s dialogs with dialog groups.") (1). Plus, you can reorder your dialog list by dragging a dialog or dialog group to a new location in the list. - Add dialogs and groups as needed (2). - The first dialog you present to your customer is the Welcome dialog (3). The Einstein Bot Greeting Message that you write when you created the bot is saved as a message in the Welcome dialog. We provide a Welcome dialog to get you started but you can create your own and use the action menu (5) to set it to Welcome. - The next step the bot performs after displaying the Welcome message is to display the Main Menu dialog (4). Use the Main Menu dialog to present the main capabilities of your bot to your customers. The menu items that you add when you create a bot are saved in the Main Menu dialog. We provide a Main Menu dialog to get you started but you can create your own and use the action menu (5) to set it to Main Menu. - We provide some basic dialogs to get you started (6). Edit them as needed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note The Confused dialog helps you smoothly address requests that are out of scope for your bot. The messages displayed in this dialog, combined with intent training, are used by the bot to respond whenever it’s unable to resolve a customer’s input. Design the way the dialog works by adding one or more of the following dialog steps. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80400e116">Type of Dialog Step</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80400e119">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d80400e122">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Type of Dialog Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e116 ">Outbound Messages</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e119 ">Displays an outgoing message from the bot to your customer.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e122 ">Hi, I’m Fun Bot. My job is to suggest fun activities in your home town.</td> </tr> <tr class=""> <td data-label="Type of Dialog Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e116 ">Questions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e119 ">Gathers information from your customer. Also, Question steps let you present choices for customer responses as buttons or menus.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e122 ">What town do you live in?</td> </tr> <tr class=""> <td data-label="Type of Dialog Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e116 ">Actions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e119 ">Performs an action on your Salesforce data.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e122 "> <ul> <li>Create, read, update, delete Salesforce objects.</li> <li>Get data to present to the customer.</li> <li>Get external data (from third-party API).</li> <li>Start a flow.</li> </ul> </td> </tr> <tr class=""> <td data-label="Type of Dialog Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e116 ">Rules</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e119 ">Perform specific tasks based on certain conditions. Actions include: call a dialog from within the current dialog, redirect to a different dialog, clear a variable value, transfer to a service rep, and set a variable.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d80400e122 "> <p>In a dialog, a question step asks whether a user is a new or existing customer. A rule step in the same dialog:</p> <ul> <li>Processes the user’s answer based on a condition using a custom variable (New or Not), an operator (Equals), and a value (New Customer).</li> <li>Redirects a new customer to a separate New Customer dialog based on a rule action.</li> </ul> </td> </tr> </tbody> </table> To add a step to your dialog, drag a step from the Dialog Component Library onto the canvas, or click ![Display dialog steps](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_dialog_element.png) on the canvas to select a type of step. Use the filter or list view to find your dialog step faster. Then configure the details in the Step Properties panel. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Spot each conversation’s turns, references, and rule conditions with an easy-to-use visual representation. Build and create dialogs in Dialog Details, then switch to Map to see the conversation’s configuration and framework. Dialog Map is read-only, so you can’t create or update dialogs from it. ![Dialog panel with Map selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_map.png) - **[Add a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_new_dialog.htm&release=264.0.0&type=5)** Name the dialog and decide whether to include it in the Bot Options menu that’s always available to your customers in the chat window. - **[Set Up a Dialog](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog.htm&release=264.0.0&type=5)** After you add a dialog, set it up by adding steps (outbound messages, questions, actions, rules) and tell the bot what to do after the dialog finishes. If you’re using intents, train the bot to understand the customer intent associated with the dialog. - **[Clone a Dialog or Dialog Step](https://help.salesforce.com/s/articleView?id=service.bots_service_clone_dialog.htm&release=264.0.0&type=5)** Cloning a dialog is a quick way to build your bot. Dialog step cloning helps you set up similar dialog steps with fewer clicks. - **[Work with Dialog Groups](https://help.salesforce.com/s/articleView?id=service.bots_service_dialog_groups.htm&release=264.0.0&type=5)** Manage your bot’s dialogs with dialog groups. - **[Understand System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog.htm&release=264.0.0&type=5)** Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone. - **[Use Map View to Visualize Your Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_map_view.htm&release=264.0.0&type=5)** You can use Map View to create a visual representation of how conversations move through your Einstein Bot. <!-- document id=722200c851c92c7ee1ea8e66a529836c6cf4113adf302737cc5d810c2e4e3cbe url=/admin/current/en-us/service/264-0-0/case_interaction_send_email_default_field_values_matrix.md --> # Understand How Default Values for Case Emails Work There are lots of ways to control the default values your support reps see when responding to customer cases using email. Depending on your business needs, you can set up different types of default field values using various methods. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:50%"> <col style="width:25%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183675e60">Set Defaults With...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183675e63">Best For...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d183675e66">Priority of Execution</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Set Defaults With..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e60 ">Apex <code>QuickActionDefaultsHandler</code> interface</td> <td data-label="Best For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e63 "> <p>Use this Apex interface to override email field values based on complex logic. For example, you can use this Apex interface to apply a specific email template and BCC a manager on high priority cases. </p> <p style="margin-bottom:0;">For set up information, see the <a href="https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_interface_QuickAction_QuickActionDefaultsHandler.htm" target="_blank"><code>QuickActionDefaultsHandler</code> Interface</a> in the <cite>Apex Developer Guide</cite>.</p> </td> <td data-label="Priority of Execution" class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e66 "> <p>1 </p> <p style="margin-bottom:0;">Defaults set with this interface override all other default settings.</p> </td> </tr> <tr class=""> <td data-label="Set Defaults With..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e60 ">Predefined Field Values set up for the Email quick action</td> <td data-label="Best For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e63 "> <p>Use predefined field values for adding people to email threads. You can also use predefined field values to ensure that emails are associated with Salesforce records. </p> <p style="margin-bottom:0;">For set up information, see <a href="https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_create.htm&release=264.0.0&type=5" title="Create a Send Email quick action to let support reps send emails from the case feed in Lightning Experience and the Salesforce mobile app.">Create a Send Email Quick Action for Cases</a>.</p> </td> <td data-label="Priority of Execution" class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e66 "> <p>2 </p> <p style="margin-bottom:0;">If the Apex interface isn’t configured for a field specified using predefined field values, these values populate next.</p> </td> </tr> <tr class=""> <td data-label="Set Defaults With..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e60 ">Automatic Reply, Reply All, and Forward field values </td> <td data-label="Best For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e63 "> <p>Use these carry-over fields for basic email functionality. When an email is in response to an existing email, field values like the To, From, Subject, and Body fields are auto-populated with the previous values.</p> <p style="margin-bottom:0;">This functionality is provided out-of-the-box and doesn’t require configuration.</p> </td> <td data-label="Priority of Execution" class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e66 "> <p>3 </p> <p style="margin-bottom:0;">Carry-over fields from a previous email populate next.</p> </td> </tr> <tr class=""> <td data-label="Set Defaults With..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e60 ">Default Email Template set up for the Email quick action </td> <td data-label="Best For..." class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e63 "> <p>Use the Default Email Template setting on the Email quick action to always apply a custom email template to the body of the email. Setting up a default template helps your support reps send consistent messages quickly. </p> <p style="margin-bottom:0;">For set up information, see <a href="https://help.salesforce.com/s/articleView?id=service.case_interaction_send_email_quick_action_default_email_template_lex.htm&release=264.0.0&type=5" title="Help support reps incorporate branding and ensure consistency when writing emails to customers in Lightning Experience and the Salesforce mobile app by using default email templates. Email templates help ensure that support reps include common information, such as greetings, announcements, disclaimers, and company contact information, in customer emails.">Apply a Default Email Template Using the Send Email Quick Action</a>. </p> </td> <td data-label="Priority of Execution" class="slds-cell-wrap" style="vertical-align:top;" headers="d183675e66 "> <p>4 </p> <p style="margin-bottom:0;">If the body of the email hasn’t been populated by the Apex interface or by a Reply, Reply All, or Forward message, the default email template is applied next.</p> </td> </tr> </tbody> </table> <!-- document id=5eb6599090a36e493890d8ad30fc24fce26a9df471a54e9ab9fa6bf857b62994 url=/admin/current/en-us/service/264-0-0/bots_service_system_bot_dialog.md --> # Understand System Bot Dialogs Einstein Bots are built for conversation. To make setup a breeze, some of the most common dialogs are included with each new bot. These dialogs allow you to quickly transfer conversations to a service rep, or gracefully end a chat. You can customize each message to your company’s voice and tone. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> System dialogs are essential functions that help a conversation move smoothly. The following system dialogs are automatically loaded with each new bot. Existing bots can assign dialogs to these functions by setting a dialog. System dialogs can vary based on how you create your bot. The system dialogs in bots cloned from another bot or created from a template include any customizations made to the system dialogs in the original bot or template. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90020e61">System Bot Dialog</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d90020e64">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Confused</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 "> <p>The Confused dialog helps you address requests that are out of scope for your bot. The bot uses the messages displayed in this dialog, combined with intent training, to respond whenever it’s unable to resolve a customer’s input.</p> <p style="margin-bottom:0;">The Confused Dialog doesn’t recognize actions listed within the Next Step section, because the Confused Dialog is always called from within another dialog.</p> </td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">End Chat</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 "> <p>The End Chat dialog is used to end a conversation. </p> <p>In a standard bot, the End Chat dialog thanks the customer for taking the time to chat and prompts them to manually end the conversation with the End Chat button.</p> <p style="margin-bottom:0;">In an enhanced bot, the End Chat dialog thanks the customer for taking the time to chat and automatically closes the conversation. If the customer enters text after the bot has closed the conversation, the bot opens a new conversation. The bot doesn’t recognize any Next Step specified in the End Chat dialog, because the bot closes the conversation before reaching the Next Step.</p> </td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Error Handler</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The Error Handler dialog delivers a message if an error occurs inside the conversation.</td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Main Menu</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The second dialog sent to your end user after the Welcome Dialog. When a user asks to go back to the Main Menu, they receive this dialog.</td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">No Agent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 "> <p>The system dialog sends a message to the end user if no service reps are available. This feature supports Chat and Messaging (SMS) channels only.</p> <p>In Chat, the bot checks to see if service reps are available in the default queue attached to the channel before transferring the conversation. If all service reps assigned to the queue are unavailable, a custom message is sent to the customer. You can edit channels on the Bot Overview Page. </p> <p style="margin-bottom:0;">Bots using Messaging channels check the business hours attached to the channel. The bot sends a message to the end user if an incoming message arrives outside business hours.</p> </td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Transfer to Agent</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 "> <p>In a standard bot, this action dialog automatically transfers the conversation from a bot to a service rep in the queue specified in the channel or deployment.</p> <p style="margin-bottom:0;">In an enhanced bot, this action dialog automatically transfers the conversation to the default outbound Omni-Channel flow specified on the Bot Overview page. The conversation is then routed to a service rep, queue, or skill, based on the business rules in the flow.</p> </td> </tr> <tr class=""> <td data-label="System Bot Dialog" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e61 ">Welcome</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d90020e64 ">The first dialog that your bot sends to your customer interacting with a bot. This dialog is represented with the Home icon and allows for a customized message.</td> </tr> </tbody> </table> - **[Setting System Bot Dialogs](https://help.salesforce.com/s/articleView?id=service.bots_service_system_bot_dialog_setting.htm&release=264.0.0&type=5)** System Bot Dialogs help guide the bot through the conversation flow, and you can assign custom dialogs as system dialogs to customize the experience. <!-- document id=56dd834e8e22a650b88152078dbf4665d51441910c3ffef5bdb2af8d7944ea79 url=/admin/current/en-us/service/264-0-0/omnichannel_psr_lifecycle.md --> # Understand the Details of the Routing Lifecycle When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## What Is PSR? What Is AgentWork? [PSR (PendingServiceRouting)](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/sforce_api_objects_pendingservicerouting.htm) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed. The system automatically creates the object and deletes the PSR when a support rep accepts the work item. Command Center for Service shows PSRs in its Queues Backlog and Skills Backlogs tabs. [AgentWork](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/sforce_api_objects_agentwork.htm) is a Salesforce object that automatically gets created when the routing system finds a potential support rep to handle the work item. It contains information about the work item and the routing status. This object is never automatically deleted, but you can manually delete it when the State field is in a non-active state. (Active states are Assigned and Opened. All other states are considered non-active states.) ## Why Should I Care? When a record’s owner is assigned to an Omni-Enabled Queue, or the record is routed via the Omni-Flow Route Work action, a PSR record is created automatically. You can also use Apex to manually create and update this record for more complex use cases not supported in flows, such as finely-granular prioritization, especially when reopening, transferring, or reassigning work. However, doing so isn’t recommended unless absolutely necessary. ## What Is the Basic Lifecycle? In the simplest scenario, a PSR record is created when a work item is routed using Omni-Channel. When the system finds a potential support rep to handle the work item, an AgentWork record is created. When a rep accepts the work item, the system deletes the PSR record. The system never automatically deletes the AgentWork record, but the record can be deleted manually when it enters a non-active state (such as Closed, Unavailable, Declined, Canceled, Transferred). ## What Is the Detailed PSR and AgentWork Lifecycle? To fully understand the lifecycle of these two objects, refer to this state diagram. In addition to the creation and deletion of [PSR](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/sforce_api_objects_pendingservicerouting.htm) and [AgentWork](https://developer.salesforce.com/docs/atlas.en-us.omni_channel_dev.meta/omni_channel_dev/sforce_api_objects_agentwork.htm) records, this diagram describes the `PSR.IsPushed` state and the `AgentWork.Status` value in different phases of the lifecycle. ![Routing lifecycle state diagram](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omni_psr_lifecycle.png) The PSR record is transient whereas the AgentWork record sticks around until it's explicitly deleted. ## Why does AgentWork contain multiple work records for the same work? Each time a work item is assigned to a support rep, a record is created in AgentWork. For example, if a rep transfers a work item to another rep, two records exist–one for each rep. If the work is assigned to a new rep but the original rep keeps the work open, AgentWork contains multiple active records for the work item–one for each rep. AgentWork can have multiple work records for the same rep and work item if the work item is routed to the same rep multiple times. ## When is the AgentWork record set to Closed? An AgentWork record isn’t closed until one of these events happens. - For tab-based capacity, a record closes when the assigned rep closes the work tab. - For status-based capacity, the record closes when the work has a completed status or the work is reassigned. - If After Conversation Work is enabled, the work closes if the After Conversation Work period ends. ## Why isn’t a work item in a queue assigned to a support rep in Omni-Channel? Work isn't assigned to a support rep if the queue doesn't have a routing configuration. Without a routing configuration assigned to the queue, Omni-Channel doesn’t route work items in the queue. ## What are the usage and limits for PSR records for my org? You can view the number of Pending Service Routing records that are currently in use in your org, as well as the current hourly use rate. From Setup, enter Omni-Channel in the Quick Find box and select **Limits**. The Limits page also displays the current Pending Service Routing record usage percentage and the Pending Service Routing record limits for your org. <!-- document id=1f5d313ff2563085142e442b94e946360d873e403dba147ddcb932909fd0bdff url=/admin/current/en-us/service/264-0-0/bots_service_permissions.md --> # Understanding Bot Permissions Enable your team to collaborate building Einstein Bots and intent models. Manage Bots and Manage Bots Training Data permissions allow users to access different parts of the bot depending on their needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Einstein Bots is a team effort. The permission structure is built to accommodate many types of users while maintaining control over who can change the bot structure. To view Einstein Bots inside Salesforce, users must have View Set up and Configuration and Lightning User Experience permissions assigned to their profile. Users with these permissions are shown a read-only experience of the Bot Builder. In addition, you can assign users the following app permissions: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25.510204081632654%"> <col style="width:74.48979591836735%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14389e64">Permission</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14389e67">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e64 ">Manage Bots</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e67 ">Designed for bot administrators, Manage Bots allows the user to access features in the Bot Builder. Users can create and edit dialogs, edit bot information, add channels, and build bot transfers. Users with the Manage Bots permission can access all features included inside the Manage Bots Training Data permission to build and manage intent models.</td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e64 ">Manage Bots Training Data</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e67 "> <p>Manage Bots Training Data allows users who want to help build and maintain intent models to access intents, utterances, and bot training. This permission is perfect for users who don’t need access to make structural changes to the bot. Users with this permission can access Einstein Intent Sets, which aid in uploading and migrating intent data across bots and orgs. Manage Bots, Manage Bots Training Data, and Modify Metadata are system permissions within Permission Sets. </p> <p style="margin-bottom:0;">Users with the Modify Metadata or Customize Application permission have the same access as users with the Manage Bots and Manage Bots Training Data permission.</p> </td> </tr> <tr class=""> <td data-label="Permission" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e64 ">Feature-Specific Permissions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d14389e67 ">Some features require additional permissions. Review the relevant feature requirements.</td> </tr> </tbody> </table> After you set up Einstein Bots, the sfdc.chatbot.service permission set is added to your org and assigned to the Basic Chatbot User. To expand a bot's access to additional features, objects, and capabilities, [create a Custom Chatbot User](https://help.salesforce.com/s/articleView?id=service.bots_service_add_profile.htm&release=264.0.0&type=5 "Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user."). <!-- document id=77ce37330f7783358f9c5e6fa70d2f9871af8be004bd6e076af93d846b429df9 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_understand_autonomous.md --> # Understanding Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Example conversation between a customer and Agentforce](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_image.png) By default, Customer-Initiated Scheduling works as described here. However, you can configure the solution to suit your needs. 1. A customer approaches the AI agent with one of these requests: - Schedule a service appointment - Reschedule an existing service appointment - Cancel an existing appointment - Show me information about existing scheduled appointments 2. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer-Initiated Scheduling agent. The agent shows the welcome message and proceeds to verify the customer’s identity. 3. If the customer has asked to reschedule or cancel an appointment, the agent checks that the appointment: - Doesn’t have an active messaging session - Isn’t part of a complex work chain - Isn’t pinned - Isn’t a bundle service appointment - Isn’t a bundle member service appointment - Isn’t in the Canceled or Completed status category 4. An engagement topic that connects the messaging session to the service appointment is created. 5. The agent then triggers the Appointment Management for Field Service subagent’s actions and assists the customer. 6. If the request is successful, the Gantt is updated. <!-- document id=a8aaf4f445258a701fa73f8767aa79f8704f9f8bd7c8b16d53799ef76d72971a url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_understand_autonomous_studio.md --> # Understanding Customer-Initiated Scheduling for Field Service in the New Agentforce Builder Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Example conversation between a customer and Agentforce](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_image.png) By default, Customer-Initiated Scheduling works as described here. However, you can configure the solution to suit your needs. 1. A customer approaches the AI agent with one of these requests: - Schedule a service appointment - Reschedule an existing service appointment - Cancel an existing appointment - Show me information about existing scheduled appointments 2. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer-Initiated Scheduling agent. The agent shows the welcome message and proceeds to verify the customer’s identity. 3. If the customer has asked to reschedule or cancel an appointment, the agent checks that the appointment: - Doesn’t have an active messaging session - Isn’t part of a complex work chain - Isn’t pinned - Isn’t a bundle service appointment - Isn’t a bundle member service appointment - Isn’t in the Canceled or Completed status category 4. An engagement topic that connects the messaging session to the service appointment is created. 5. The agent then triggers the subagents and assists the customer. 6. If the request is successful, the Gantt is updated. <!-- document id=a1dbd4a02be23d63e430e97d105479164281f4834a509c1018fbe18ea6057dfb url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_understand_customer_outreach.md --> # Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can now rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> By default, Dispatcher-Prompted Outreach works as described here. However, you can configure the solution to suit your needs. 1. You can initiate the rebooking of an appointment using Agentforce in two ways: - A dispatcher can select an appointment from the Gantt or the appointment list and click the **Rebook with Agentforce** action. - Any employee, such as a dispatcher or a service manager, can use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to 20 appointments. 2. When a rebooking request is initiated, we then use the **Rebook and Notify for Agentforce Scheduling for Field Service** Connect API to send the appointment to the **Field Service: Check Eligibility for Scheduling Changes** flow. The flow checks that the appointment: - Doesn’t have an active messaging session - Isn’t part of a complex work chain - Isn’t pinned - Isn’t a bundle service appointment - Isn’t a bundle member service appointment - Isn’t in the Canceled or Completed status category 3. If any of these checks fail, the dispatcher receives a notification to inform them that Agentforce can’t rebook the appointment. 4. If all of those checks pass, the appointment is considered eligible for rebooking and is returned to the Connect API, which then passes it to the **Field Service: Notify Customer** flow. 5. The notification flow performs the following checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel - Has a related messaging user who hasn’t opted out of this service 6. If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked. The message itself is stored in the messaging component’s setup. 7. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer Outreach agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity. 8. An engagement topic that connects the messaging session to the service appointment is created. 9. If the customer replies and proceeds with rebooking the appointment, Agentforce uses the **Appointment Management for Field Service** subagent to find and schedule a new time slot. If the customer confirms, the appointment is rebooked and the dispatcher is notified. 10. If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. A dispatcher can pick up the conversation from the inbox in the Omni-channel component. 11. Dispatchers can keep an eye on the status in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=917566a04f5dd930f9138b9909aed4354a47c56d84ecec039bceeccfea7845e4 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_understand_customer_outreach_studio.md --> # Understanding Dispatcher-Prompted Outreach in the New Agentforce Builder Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can rebook appointments from the Gantt in the Classic Dispatch Console or the Scheduling Console, or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> By default, Dispatcher-Prompted Outreach works as described here. However, you can configure the solution to suit your needs. 1. You can initiate the rebooking of an appointment using Agentforce in two ways: - A dispatcher can select an appointment from the Gantt or the appointment list and click the **Rebook with Agentforce** action. - Any employee, such as a dispatcher or a service manager, can use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to 20 appointments. 2. When a rebooking request is initiated, we then use the **Rebook and Notify for Agentforce Scheduling for Field Service** Connect API to send the appointment to the **Field Service: Check Eligibility for Scheduling Changes** flow. The flow checks that the appointment: - Doesn’t have an active messaging session - Isn’t part of a complex work chain - Isn’t pinned - Isn’t a bundle service appointment - Isn’t a bundle member service appointment - Isn’t in the Canceled or Completed status category 3. If any of these checks fail, the dispatcher receives a notification to inform them that Agentforce can’t rebook the appointment. 4. If all of those checks pass, the appointment is considered eligible for rebooking and is returned to the Connect API, which then passes it to the **Field Service: Notify Customer** flow. 5. The notification flow performs the following checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel - Has a related messaging user who hasn’t opted out of this service 6. If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked. The message itself is stored in the messaging component’s setup. 7. The omni-channel flow recognizes that this is an outbound messaging session and directs the request to the Field Service Customer Outreach Scheduling agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity. 8. An engagement topic that connects the messaging session to the service appointment is created. 9. If the customer replies and proceeds with rebooking the appointment, Agentforce helps them find and schedule a new time slot. If the customer confirms, the appointment is rebooked and the dispatcher is notified. 10. If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. A dispatcher can pick up the conversation from the inbox in the Omni-channel component. 11. Dispatchers can keep an eye on the status in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent_studio.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=012dc71b2349a91a361270ae69bf8da347ca0456f1ef24c61c7cb58a68a70bc3 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_understand_appointment_reminders_outreach_studio.md --> # Understanding Interactive Appointment Reminders in the New Agentforce Builder Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> By default, automated appointment reminders work as described here. However, you can configure the solution to suit your needs. 1. Every day at 7 AM, the **Field Service: Collect Service Appointments for Reminder Messages** flow collects all of the appointments where: - Status is Scheduled or Dispatched - Has a service territory - Has a contact 2. The flow then checks if any of the appointments are scheduled for the following day and if the contact has a mobile phone number. 3. If all of these checks pass, it triggers the Field Service: Notify Customer subflow. 4. The notification flow performs the following checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel, for example SMS or WhatsApp - Has a related messaging user who hasn’t opted out of this service 5. If all of these checks pass, messages are sent to all of the relevant customers to remind them about their upcoming appointment. The message itself is stored in the messaging component. 6. The omni-channel flow recognizes that this is an outbound messaging session and directs the request to the Field Service Customer Outreach Scheduling agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity. 7. An engagement topic that connects the messaging session to the service appointment is created. 8. If the customer replies and asks to cancel or reschedule the appointment, Agentforce continues the conversation and helps them with their request. 9. The morning of the scheduled appointment, Agentforce sends a second reminder message to the customer. 10. Keep an eye on the conversations about these appointments in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent_studio.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=ca828ad13c74088c00188a5b6c86e233f56fdd179d44d016665907077d5ca5db url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_monitor_understand.md --> # Understanding Messaging Sessions and Service Appointments in the Legacy Agentforce Builder Learn about how engagement topics connect between messaging sessions and service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> The Messaging Session object holds a conversation between an agent and a customer. The Engagement Topic object connects the messaging session that holds the conversation to a service appointment. In Service, to get from a messaging session in Omni Supervisor or from the Omni-Channel component to its associated service appointment, add an Engagement Topic component to the Messaging Session object’s page layout. See [Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_setup.htm&release=264.0.0&type=5 "Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics."). In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists. ![Engagement Topics related list on the Service Appointment object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_et_related_list.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you customize the actions used by the Appointment Management for Field Service subagent and don’t use Engagement Topics in your solution, you can’t see these conversations in the Agentforce Scheduling Supervisor View. This can happen, for example, if you’re not scheduling service appointments. However, you can still view them in Omni Supervisor and the Omni-Channel component. #### See Also - [What’s Service Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&language=en_US) - [Trailhead: Salesforce Messaging](https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging) <!-- document id=44b2094cccd51ab3742451a4a62a06a6045be11c4f703e631b662e5a2b9dbd41 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_monitor_understand_studio.md --> # Understanding Messaging Sessions and Service Appointments in the New Agentforce Builder Learn about how engagement topics connect between messaging sessions and service appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> The Messaging Session object holds a conversation between an agent and a customer. The Engagement Topic object connects the messaging session that holds the conversation to a service appointment. In Service, to get from a messaging session in Omni Supervisor or from the Omni-Channel component to its associated service appointment, add an Engagement Topic component to the Messaging Session object’s page layout. See [Set Up Monitoring for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_setup_studio.htm&release=264.0.0&type=5 "Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics."). In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists. ![Engagement Topics related list on the Service Appointment object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_et_related_list.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you customize the actions used by the agent and don’t use Engagement Topics in your solution, you can’t see these conversations in the Agentforce Scheduling Supervisor View. This can happen, for example, if you’re not scheduling service appointments. However, you can still view them in Omni Supervisor and the Omni-Channel component. <!-- document id=1591e2127705a808394b9bf0f527c6f1742c41335465bdb56c9ff4a865ff2e07 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_understand_asset_maint_outreach.md --> # Understanding Proactive Asset Service Scheduling in the Legacy Agentforce Builder Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> By default, Proactive Asset Service Scheduling works as described here. However, you can configure the solution to suit your needs. 1. Maintenance plans have an associated service appointment that has a due date but hasn’t been scheduled. 2. The **Field Service: Schedule Asset Maintenance Appointment** flow checks all of these appointments on a daily basis and only starts if the appointment: - Doesn’t have an assigned status - Has a subject that starts with “Maintenance” - Has a service territory - Has a contact 3. If all of these checks pass, it checks the due date. If the due date is within a month from today, the appointment is considered eligible for scheduling. 4. The flow then checks the following for the appointment: - Doesn’t have an assigned resource - Has a work order - Came from a maintenance plan that has an associated asset - Doesn’t already have an engagement topic 5. If all of these checks pass, it triggers the **Field Service: Notify Customer** subflow. 6. The notification flow performs the following checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel - Has a related messaging user who hasn’t opted out of this service 7. If all of these checks pass, a message is sent to the customer to let them know that their asset is due for maintenance. The message itself is stored in the messaging component. 8. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer Outreach agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity. 9. An engagement topic that connects the messaging session to the service appointment is created. 10. If the customer replies and proceeds with scheduling the appointment, Agentforce uses the **Appointment Management for Field Service** subagent to find a time slot. 11. If the customer confirms, the appointment is scheduled. If the customer doesn’t reply, after 80% of the time between the due date and the time that the initial message was sent transpires, we send the customer a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. 12. If Agentforce manages to find a time slot that the customer confirms, the appointment is then scheduled. 13. Keep an eye on the status in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=ec366dd893e2f9c7d1c3aeecd66af8235e0fe38536c516130fc71b04a05421fa url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_understand_asset_maint_outreach_studio.md --> # Understanding Proactive Asset Service Scheduling in the New Agentforce Builder Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> By default, Proactive Asset Service Scheduling works as described here. However, you can configure the solution to suit your needs. 1. Maintenance plans have an associated service appointment that has a due date but hasn’t been scheduled. 2. The **Field Service: Schedule Asset Maintenance Appointment** flow checks all of these appointments on a daily basis and only starts if the appointment: - Doesn’t have an assigned status - Has a subject that starts with “Maintenance” - Has a service territory - Has a contact 3. If all of these checks pass, it checks the due date. If the due date is within a month from today, the appointment is considered eligible for scheduling. 4. The flow then checks the following for the appointment: - Doesn’t have an assigned resource - Has a work order - Came from a maintenance plan that has an associated asset - Doesn’t already have an engagement topic 5. If all of these checks pass, it triggers the **Field Service: Notify Customer** subflow. 6. The notification flow performs the following checks to see if the appointment: - Still exists - Has a contact - Has a related messaging channel - Has a related messaging user who hasn’t opted out of this service 7. If all of these checks pass, a message is sent to the customer to let them know that their asset is due for maintenance. The message itself is stored in the messaging component. 8. The omni-channel flow recognizes that this is an outbound messaging session and directs the request to the Field Service Customer Outreach Scheduling agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity. 9. An engagement topic that connects the messaging session to the service appointment is created. 10. If the customer replies and proceeds with scheduling the appointment, Agentforce helps them find a time slot. 11. If the customer confirms, the appointment is scheduled. If the customer doesn’t reply, after 80% of the time between the due date and the time that the initial message was sent transpires, we send the customer a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. 12. If Agentforce manages to find a time slot that the customer confirms, the appointment is then scheduled. 13. Keep an eye on the status in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent_studio.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers."). <!-- document id=6a83c973ea0884197ffe1b51c465c450af6c742d8836d1f0a03a9dfb95ca05f3 url=/admin/current/en-us/service/264-0-0/voice_understanding_routing.md --> # Understanding Routing for Salesforce Voice When you deploy Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) , you can choose from multiple routing strategies to manage how calls are directed to reps. Understanding these options helps you select the best approach for your organization. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Salesforce supports three routing strategies for Salesforce Voice with Telephony Providers: - Unified Routing: Omni-Channel is the routing engine for voice calls along with all your other service channels. Omni-Channel Unified Routing support varies based on telephony or CCaaS provider. Check with your provider whether they offer this feature. - External Routing: Omni-Channel delegates routing to a telephony or CCaaS provider system for all work types (voice, messaging, cases). Reps still manage work in Omni-Channel, but the provider system matches work items with reps behind the scenes. - Blended Routing: Omni-Channel and your telephony provider route work of different types. While Omni-Channel routes certain work types, your telephony or CCaaS provider routes voice calls. This hybrid approach is sometimes called federated routing. In Omni-Channel Unified routing, when a rep is required for a call, Omni-Channel identifies the destination for the voice call. Omni-Channel’s own routing engine then processes the routing request. For external routing and blended routing, when a rep is required for a voice call, the telephony provider identifies the right rep and performs the actual routing. Reps still accept work assignments in Omni-Channel. For detailed comparisons and guidance on choosing the right routing strategy, see the Knowledge Article [Routing Guidance: Choosing the Right Strategy](https://help.salesforce.com/s/articleView?id=004867790&type=1&language=en_US). Regardless of which strategy you choose, Omni-Channel can blend voice calls with work items from other Salesforce channels such as messaging, chat, or cases. This lets you build routing rules across all channels in one place. Because Voice interfaces to the telephony solution, Omni-Channel provides reps and supervisors with an experience similar to that of a native Salesforce channel, regardless of the routing engine used. For reps, voice calls appear in the Omni-Channel component just like other channel work items. In Command Center for Service, supervisors oversee teams and workloads across channels, including voice. Reports and dashboards reflect work items across all contact center channels. With Omni-Channel flows, you can do more than route work to the right reps. Flows centralize business rules across your channels and let you orchestrate next steps in the support process. For example, a flow can link contacts, route to a bot, suggest knowledge articles, or screen-pop related records to your reps. #### See Also - [Choose Your Routing Strategy](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_strategies.htm&language=en_US) - [Route Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&release=264.0.0&type=5 "Let Omni-Channel handle end-to-end routing for all contact center channels. If a single system handles all routing assignments, work can be assigned based on a single source of truth for rep capacity.") - [Route Calls to Queues](https://help.salesforce.com/s/articleView?id=service.voice_route_queues.htm&release=264.0.0&type=5 "Route voice calls to the appropriate queue using an Omni-Channel routing configuration. Queue-based routing, an alternative to Omni-Channel flows, is ideal for simple routing scenarios.") - [Route Calls with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.voice_routing_flows.htm&release=264.0.0&type=5 "Dynamically route voice calls to the right rep or queue using an Omni-Channel flow. Build a template-based flow in Flow Builder and assign it to one or more Voice channels.") <!-- document id=6dd3616e2f374697f30aa75d99fae7211bb2eb245521254fa94470acbcf1bcca url=/admin/current/en-us/service/264-0-0/voice_amazon_difference_between_minutes.md --> # Understanding the Difference Between Salesforce Voice and Telephony Minutes To better understand the difference between Salesforce Voice minutes and telephony minutes, let’s look at some scenarios. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e69">Scenario</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e72">Charged Salesforce Voice Minutes</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17906e75">Charged Telephony Minutes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A one-minute inbound call that uses the IVR system only–it never requires a rep</td> <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">1 minute</td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">1 minute</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A one-minute outbound call from the rep, regardless if the customer answers</td> <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 ">1 minute</td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 ">1 minute</td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">A seven-second inbound call, where the customer hangs up before a rep answers</td> <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 "> <p>10 seconds</p> <p style="margin-bottom:0;">Salesforce Voice minutes are tracked per-second with a minimum of 10 seconds.</p> </td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 "> <p>1 minute (60 seconds)</p> <p style="margin-bottom:0;">Telephony minutes are charged per-second with a minimum of 60 seconds.</p> </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">An inbound call that’s handled by a rep for one minute, and then is transferred to another rep for another minute</td> <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 "> <p dir="ltr">2 minutes </p> <ul> <li dir="ltr"> <p dir="ltr">1 minute for the first rep</p> </li> <li dir="ltr"> <p dir="ltr">1 minute for the second rep</p> </li> </ul> </td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 "> <p dir="ltr">2 minutes </p> <ul> <li dir="ltr"> <p dir="ltr">1 minute for the first rep</p> </li> <li dir="ltr"> <p dir="ltr">1 minute for the second rep</p> </li> </ul> </td> </tr> <tr class=""> <td data-label="Scenario" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e69 ">An inbound call is handled by a rep for one minute, and then is transferred outside of the organization, where that call lasts for 5 minutes</td> <td data-label="Charged Salesforce Voice Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e72 "> <p dir="ltr">1 minute</p> <p style="margin-bottom:0;" dir="ltr">Because the transferred call is not handled by Salesforce Voice, those minutes aren’t changed as Salesforce Voice minutes.</p> </td> <td data-label="Charged Telephony Minutes" class="slds-cell-wrap" style="vertical-align:top;" headers="d17906e75 "> <p dir="ltr">6 minutes</p> <ul> <li dir="ltr"> <p dir="ltr">1 minute for rep handling</p> </li> <li dir="ltr"> <p dir="ltr">5 minutes for the transferred call</p> </li> </ul> </td> </tr> </tbody> </table> <!-- document id=11fb57a86b57ac59249709013d580651b516c5554bd247b85a3a8a47fbfeb127 url=/admin/current/en-us/service/264-0-0/omnichannel_component_layout.md --> # Understanding the Omni-Channel Component Layout When you set up your app, you can choose whether the Omni-Channel component appears as a sidebar or in the utility bar at the bottom of your screen. The sidebar and utility-bar versions of the Omni-Channel component have equivalent functionality. However, the sidebar layout is recommended because it provides more screen real estate and is the primary location for future Omni-Channel component features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The sidebar layout is available with Enhanced Omni-Channel only. Regardless of which layout you choose, the Omni-Channel component organizes work items with new work items at the top, in-progress items in the middle, and paused items at the bottom. Within each of those groups, the inbox organizes work items from most recently updated to least, with the most recent ones appearing higher in the list. Open work items are highlighted in yellow and paused work items are highlighted in gray. Updated work items have a blue dot. This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component. ![Omni-Channel component for Enhanced Omni-Channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_open_02b.png) This image shows the Service Console with the Omni-Channel component opened in the sidebar. ![Opened Omni-Channel component in sidebar view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_open_fullscreen_01.png) This image shows the same Service Console with the Omni-Channel sidebar view collapsed. ![Pinned Omni-Channel component in sidebar view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_sidebar_closed_fullscreen_01.png) <!-- document id=7b02954af1c870d99b058ea603ccd6390cbc4b0ea41def584906d7b74ff3b629 url=/admin/current/en-us/service/264-0-0/user_verification_overview.md --> # Understanding Token-Based User Verification When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="user_verification_overview__d712e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification_overview__d712e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> In this article, we show how you can use a JSON Web Key Set (JWKS) and a JSON Web Token (JWT) to verify your users. If you don’t have an authentication system already in place, we show how you can test token-based user verification to see if it’s right for you. For this feature, a JWT is used as an access token for a user. A JWKS is used to verify the validity of that token. To learn more about JSON, JWT, and JWKS, see [User Verification Terms](https://help.salesforce.com/s/articleView?id=service.user_verification_terms.htm&release=264.0.0&type=5 "To set up User Verification, you must be familiar with tokens, keys, and keysets. These terms describe the fundamental concepts associated with this feature. If you want more context, this article breaks down the terms to understand."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note This documentation assumes that you already set up Enhanced Chat. To learn more, see [Add Flexibility and Power with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&release=264.0.0&type=5 "Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience."). ## Set Up Keys in Salesforce When [setting up user verification in Salesforce Setup](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup."), you can upload JSON Web Keys (JWK), or you can provide an endpoint that delivers this same information to Salesforce. This decision determines how Salesforce attempts to access your keyset when verifying your token. The user experience is the same for either flow. ![User verification keys](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_user_verification_keys.png) Other details about the key: We require a 2048-bit minimum RSA key length. Also, the \`n\` (modulus) and \`e\` (exponent) properties of the JWK should be Base64 URL encoded. If you already have an endpoint or a keyset using your existing certificate, follow the instructions in [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup."). If you want to test this feature by creating a certificate, a key, and a token, see our [GitHub repository](https://github.com/Salesforce-Async-Messaging/key-command-line-utility). This repo walks you through creating a test certificate, creating a JWK, and creating a JWT. After you have a JWK and JWT, follow the instructions in [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup."). ## Pass Token Information When the Customer Logs In In addition to providing the key set in Setup, you must pass user verification token information to Salesforce during the login process. When you pass the token to Salesforce, your Salesforce org verifies this information with the keys that you provided earlier. ![User verification token](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_user_verification_token.png) After Salesforce verifies the token with the keyset, the verified user can have a conversation with a service rep and all message history is associated with that user. Other details about the token: The “sub” value in the JWT is stored as part of the Messaging Platform Key field of the [Messaging End User](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) record. For instance, if the “sub” value is `user-123`, the Messaging Platform Key might be `v2/iamessage/AUTH/{auth_id_info}/uid:user-123`. To learn how to use our API to pass a token, refer to our developer documentation for User Verification ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html)). If you need help creating a token, use the command-line tool in our [GitHub repository](https://github.com/Salesforce-Async-Messaging/key-command-line-utility). ## Handle Cleanup After Logout When the user logs out of your system, call the API to clear the session. This call clears any session data and revokes the token. ![User verification clear session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_user_verification_clear.png) To learn how to use our API to clear the session, refer to our developer documentation for User Verification ([Web](https://developer.salesforce.com/docs/service/messaging-web/guide/user-verification.html), [iOS](https://developer.salesforce.com/docs/service/messaging-in-app/guide/ios-user-verification.html), [Android](https://developer.salesforce.com/docs/service/messaging-in-app/guide/android-user-verification.html)). ## Final Thoughts Token-based user verification takes some time to set up. But when you have the mechanism in place, you ensure that your customers can have a secure, verified conversation with one of your skilled service reps. #### See Also - [Add Flexibility and Power with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&release=264.0.0&type=5 "Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.") - [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.") - [User Verification Terms](https://help.salesforce.com/s/articleView?id=service.user_verification_terms.htm&release=264.0.0&type=5 "To set up User Verification, you must be familiar with tokens, keys, and keysets. These terms describe the fundamental concepts associated with this feature. If you want more context, this article breaks down the terms to understand.") - [Troubleshooting User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_troubleshooting.htm&release=264.0.0&type=5 "Use these troubleshooting tips to diagnose issues with User Verification.") - [GitHub: Key and Token Command-Line Utility](https://github.com/Salesforce-Async-Messaging/key-command-line-utility) - [Enhanced Web Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-web/guide/introduction.html) - [Enhanced In-App Chat Developer Guide](https://developer.salesforce.com/docs/service/messaging-in-app/guide/introduction.html) <!-- document id=4c138bd43b9e732862cd1b430a72b83c1a838951abe3fe2cf359d9f86168aad9 url=/admin/current/en-us/service/264-0-0/omnichannel_rep_capacity.md --> # Understanding Your Work Capacity Your work capacity determines how many units of work you can handle at a given time. For example, maybe you can handle up to 2 messaging sessions simultaneously or one phone call. Your admin configured capacity for you. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Depending on whether your admin configured tab-based capacity or status-based capacity, how you close work varies. If your admin sets up the service channel to use the tab-based capacity model, Omni-Channel determines support rep capacity based on the open tabs. Each tab is a session for a specific work item. To close the work item and remove it from your Omni-Channel instance, close the tab for that item. The tab-based capacity model releases your capacity when a work tab is closed. If your work item is reassigned to a queue and another support rep picks it up, the work item still shows in your Omni-Channel instance until you close the tab. Tab-based capacity models don’t work with apps that use standard navigation. If your admin sets up the service channel to use the status-based capacity model, Omni-Channel determines support rep capacity based on the status of accepted work, rather than the open tabs and sessions. Work remains assigned even if the rep closes the tab. If a rep is unavailable, their work still appears in the Omni-Channel component. Their work remains assigned and reflected in their capacity until the work is completed or reassigned to a different rep. <!-- document id=a370479c4e0dd0940e6d2da6802b28df47df2705de2ece54aa2b1629cb5bdc7d url=/admin/current/en-us/service/264-0-0/wfs_unified_scheduling_flows.md --> # Unified Appointment Scheduling Flows Learn how Workforce Scheduling supports both on-site and field appointments in a single unified scheduling flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The scheduling method on an appointment sets which experience you get: - On-site: the customer travels to one of your branches - Field: a service resource travels to the customer One scheduling flow covers both on-site and field appointments: you enter the appointment details, select a time, and review the appointment before you confirm it. For both types of appointments, service territories define the locations. For on-site appointments, they define the branch or location that a customer comes to. For field appointments, they define the area in which service resources service customers. For field appointments, depending on the flow configuration, the address is entered manually or selected automatically. By default, you must manually enter the address. Each service territory is linked to an associated operating hours record. - **[Schedule, Reschedule, and Cancel On-Site Appointments with a Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_onsite_flow.htm&release=264.0.0&type=5)** Manage on-site appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel an on-site appointment where a customer travels to one of your branches. - **[Schedule, Reschedule, and Cancel Field Appointments with a Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_field_flow.htm&release=264.0.0&type=5)** Manage field appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel a field appointment where a service resource travels to the customer’s location. - **[Schedule Field Appointments as Guest Users](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_field_flow_guest.htm&release=264.0.0&type=5)** Customers, partners, and prospects can schedule field appointments with service resources. <!-- document id=a37d6d975b6902d5c1fe98710aa65dae56058335239804bf9862e7cfe5859f31 url=/admin/current/en-us/service/264-0-0/it_srvcs_unified_catalog_parent.md --> # Unified Catalog for IT Services Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> To understand how Unified Catalog can help in requesting and delivering IT Services, see [Unified Catalog IT Asset Request Use Case](https://help.salesforce.com/s/articleView?id=ind.uc_use_case.htm&type=5&language=en_US). - **[Set Up Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_unified_catalog.htm&release=264.0.0&type=5)** Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs. - **[Key Components of the Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_components.htm&release=264.0.0&type=5)** The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components. - **[Use the IT Service Catalog as an Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_employee_use.htm&release=264.0.0&type=5)** As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app. <!-- document id=e5707fa661468c5e0914272ec36a437e7288a36f1b5a1a3dbf162318e98753de url=/admin/current/en-us/service/264-0-0/knowledge_uk_considerations.md --> # Unified Knowledge Considerations Before you set up Unified Knowledge, consider details about third-party knowledge connectors, import and synchronization, generative AI and Einstein for Service, record access and visibility, and search. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Sources and Connectors You can sync and import sources of knowledge from these third-party systems with connectors. - Adobe Experience Platform (Microsoft Word not supported) - Amazon S3 - Atlassian Confluence Cloud - Atlassian Confluence Server - Atlassian Jira Cloud - Box - Custom Source - Google Drive - Github - Guru - Helpjuice - Madcap Flare - MadCap IXIA CCMS (IXIASOFT) - Microsoft Azure (Microsoft Word not supported) - Microsoft SharePoint Online - Microsoft SharePoint Server - MindTouch - Salesforce orgs (for Knowledge) - ServiceNow - Sitemap (for external websites) - YouTube - Zendesk For details about each connector, see [Zoomin Connector Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_zoomin.htm&type=5&language=en_US). ## Import and Synchronization - To import and sync a third-party knowledge source to your Salesforce org with a connector, you need the source’s credentials. In some situations, you also need the login or username, password, URL, security or API token, and anything else required by the external source, such as libraries or page numbers. - Salesforce syncs knowledge content from third-party sources into the Knowledge Article object every 1 to 2 hours and every 12 hours for sitemaps. Timing varies based on the source and the volume of imported content. We sync articles only if they change. If articles are removed from the external source, they’re removed from Salesforce, too. - Salesforce syncs only third-party sources that are in a published state. Draft and archived states are ignored. All imported content is read-only in Salesforce. - When Salesforce syncs and updates articles that are already imported, it creates a new article version that’s associated with the original article. The updated content is published in the new article version, and the old article version is deleted. - Salesforce converts all content from third-party sources to HTML, which is loaded into a rich text field on Knowledge articles. PDF files are the only exception. They’re shown on the Knowledge Article record page through an iframe, which loads the text with HTML filtered out into the rich text field so it’s available for grounding Einstein for Service features. - To prevent third-party content from syncing or updating in Salesforce: - Relocate articles to a separate folder in the third-party source. - Change the articles’ status to Draft in the third-party source. - Implement a filter in the third-party source to exclude the articles. ## Generative AI and Einstein for Service - Third-party knowledge synced with Salesforce is considered for grounding Einstein for Service apps. It plays a foundational role in your Salesforce generative AI experience. - When third-party knowledge is synced with Salesforce, it’s indexed daily at 1.25 million words an hour for grounding with Einstein for Service features. This means it can take a day or two before you see third-party knowledge appear in your Salesforce generative AI experience. - Third-party knowledge appears in all Salesforce features integrated with Knowledge, including Einstein generative AI features, Einstein Service Replies, Einstein Search Answers, and Einstein Agent. - Because third-party knowledge sources are synced into the Knowledge Article object, Salesforce generative AI makes no distinction between external knowledge and Salesforce Knowledge articles. - Einstein grounds generative content on all knowledge the running user can see. To ensure that knowledge from a certain source isn’t used for grounding AI, use sharing rules to restrict access. ## Record Access and Visibility (Security) - Access to third-party knowledge articles in Salesforce is based on user profiles, data categories, and sharing rules. - You can define sharing rules for third-party knowledge the same way you define them for Salesforce Knowledge articles. Use sharing rules on the Source field to ensure that support reps and self-service users have access only to the knowledge content they’re supposed to see. See [Choose the Sharing or Access Model for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_setup.htm&type=5&language=en_US). ## Search - Unlike federated search in Salesforce, Unified Knowledge stores copies of third-party sources to help with cross-source relevance ranking in search results. - Salesforce Knowledge and third-party knowledge sources appear the same in search results for reports, lookup fields, global search, Knowledge list views, the Knowledge component, and Experience Cloud sites. You can filter by Publish Status, Publication Date, Data Category, and Source field in search results. For Experience Cloud, we recommend that customers filter by Record Type rather than Source. ## Multilingual Support - If you added a third-party knowledge source before July 1, 2024, you must delete it and add it again to use multilingual support. - Multilingual support is available for Salesforce end-user languages, which are listed in [Supported Languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&type=5&language=en_US). - Salesforce detects languages from text in the third-party knowledge source and maps them to your active languages in Lightning Knowledge. Images and videos aren't supported. - If you add a third-party knowledge source connector without turning on multilingual support, you can’t turn it on later. - After you turn on multilingual support for a third-party knowledge source, you can’t turn it off, but you can remove languages. When you remove a language, any synced articles in that language are deleted from Salesforce. - If the language of a synced third-party knowledge article changes at its source, it doesn’t update in Salesforce. - Only articles in selected languages sync from third-party sources; all others are excluded. ## Data 360 Integration - When Unified Knowledge creates an article, it generates a Content Document record. This record stores the article's rich text content, which is referred to as a file. These files are used by Data 360 to ground generative AI features for Einstein for Service. See [ContentDocument](https://developer.salesforce.com/docs/atlas.en-us.250.0.object_reference.meta/object_reference/sforce_api_objects_contentdocument.htm) in the Salesforce Platform Object Reference. - Unified Knowledge can create a maximum of 200,000 articles each day. See [Content Version](https://help.salesforce.com/s/articleView?id=000386874&type=1&language=en_US) publication limits. - You can access Content Document files from the Files related list on Unified Knowledge articles, but they’re not visible on the Files tab. - We recommend that you don’t delete any Content Document files associated with Unified Knowledge articles, as the articles won’t sync or render correctly. - If you delete a Unified Knowledge article from the user interface, you also delete its Content Document file and remove it from any linked records, such as cases. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Requirements](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_requirements.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, understand its requirements, considerations, and limitations.") - [Unified Knowledge Limitations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_limitations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, review its limitations.") <!-- document id=94176c8d9f25edd0b48f3c27ba03382e117d748deaba056c9416c483c6d6eac0 url=/admin/current/en-us/service/264-0-0/knowledge_uk_review_import.md --> # Unified Knowledge Imported Content Review After you set up Unified Knowledge and import third-party articles, review a set of articles to verify they synced as expected from your source. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When you review your initial import from a third-party knowledge source, ask yourself these questions while examining a handful of large articles. - Are articles truncated? If so, the articles probably exceed the 131,000 character limit. Unified Knowledge imports only the number of characters that fit in a Salesforce large text area field. - Did articles lose formatting? If so, it’s possible that Unified Knowledge stripped out style tags from long HTML articles to make room for more content. - Did you import some articles by mistake? - If so, imported articles are read-only in Salesforce, and you can’t delete individual articles from the user interface. - If you must delete all articles imported by your connector, we recommend you delete the connector. When you delete the connector, you can delete all its associated content. - If you delete imported articles but not a connector, articles reimport when they’re updated in the third-party system. To prevent such imports, we recommend you change the status of the articles to Draft in the third-party system, move them to a folder where they avoid import, or delete them from the system. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Set Up Unified Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_setup.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.") <!-- document id=9240820a2a44549a58d9120f9b0ea5d7792b0f752894d8ae3d8a1192f7165123 url=/admin/current/en-us/service/264-0-0/knowledge_uk_limitations.md --> # Unified Knowledge Limitations Before you set up Unified Knowledge, review its limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Read-only Articles, Deletion, and Video Limitations - Third-party knowledge that is imported and synced in Salesforce is read-only. You can’t change or update articles from third-party sources in Salesforce. Images from external articles are also stored in Salesforce along with links to embedded videos. Videos are only embedded from approved Salesforce video sites. See [Add Videos with the HTML Editor](https://help.salesforce.com/s/articleView?id=platform.fields_using.htm&type=5&language=en_US). - You can’t use the Salesforce user interface to delete individual, third-party knowledge articles stored in Salesforce. Synchronization between Salesforce and third-party knowledge, along with the publication status of external articles, determines whether they appear in Salesforce. You can delete a configured third-party knowledge connector (with or without its associated articles) from the Unified Knowledge Sources section on the Unified Knowledge page in Setup. - We don’t support using `<video/>` tag to embed videos in knowledge articles. If you use the `<video/>` tag to embed videos, the video content doesn’t appear in the knowledge article. ## Article Display and Rendering Limitations - Any non-image links from third-party articles display only as text when imported or synced into articles in Salesforce. - In the Salesforce mobile app and the Safari browser on iPads, only the first page of PDFs display. Additionally, in the Salesforce mobile app for Android, you’re asked to download PDFs rather than them appearing. - If you click the **Insert Article on Email**, **Insert Article into Social Post**, or **Insert Article into Conversation** action on articles imported or synced from PDFs, the text content of the PDF is added to the email without any formatting. See [Share Articles in Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_lex.htm&type=5&language=en_US). ## Knowledge and Storage Limitations Because third-party knowledge is imported into the Knowledge Article object in Salesforce, it counts towards your org’s Knowledge limits and overall storage limits. The default org limit for articles is 50,000. To increase limits, log a case with Salesforce Customer Support to increase limits. See [Knowledge Article Limit Increase Requests](https://help.salesforce.com/s/articleView?id=000392616&type=1&language=en_US). ## Article Character Limitations When Salesforce imports and converts third-party sources to HTML, which is loaded into a rich text field on Knowledge articles, a maximum of 131,000 characters is allowed on each article. Characters that exceed that limit are excluded from the article. To increase this limit, contact your Salesforce Customer Support and ask about enrolling in the pilot program for Knowledge large content storage. ## Data 360 Integration Limitations - Unified Knowledge can create a maximum of 200,000 articles each day. See [Content Version](https://help.salesforce.com/s/articleView?id=000386874&type=1&language=en_US) publication limits. - Articles up to 100 MB are generated as Content Documents records, which store articles’ rich text contents. - Articles exceeding 25 MB aren't indexed for search. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Requirements](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_requirements.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, understand its requirements, considerations, and limitations.") - [Unified Knowledge Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_considerations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, consider details about third-party knowledge connectors, import and synchronization, generative AI and Einstein for Service, record access and visibility, and search.") <!-- document id=cb89c9fbba85b9e65d5b68771b2db0ca028ef5724f3d2c8799cd61f2cc847088 url=/admin/current/en-us/service/264-0-0/knowledge_uk_preparation.md --> # Unified Knowledge Preparation After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To get Unified Knowledge ready, make sure your Salesforce org has the Knowledge add-on license, that you and your team are assigned Knowledge User licenses, and that Lightning Knowledge and any required data categories are set up. Then complete these steps. - Review and prepare articles in your third-party knowledge bases. - Gather login credentials and attributes for your third-party knowledge bases. - Review Zoomin documentation on how to get your connectors ready for Salesforce. - Set up and configure Unified Knowledge in Salesforce. - Review third-party articles imported into Lightning Knowledge. Review key details about preparing both your third-party knowledge bases and Lightning Knowledge. - **[Third-Party Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_third.htm&release=264.0.0&type=5)** Before you set up Unified Knowledge, prepare your third-party knowledge bases. Some preparation steps can require access or configuration of your third-party knowledge systems. - **[Zoomin Connector Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_zoomin.htm&release=264.0.0&type=5)** Before you set up Unified Knowledge, review Zoomin documentation to understand what you need to do for each connector you plan to use. - **[Lightning Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_knowledge.htm&release=264.0.0&type=5)** Before you set up Unified Knowledge, prepare your Salesforce Knowledge base. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Requirements](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_requirements.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, understand its requirements, considerations, and limitations.") - [Set Up Unified Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_setup.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.") - [_Trailhead_: Unified Knowledge: Quick Look](https://trailhead.salesforce.com/content/learn/modules/unified-knowledge-quick-look) <!-- document id=d2c2b5e5454a4eaa93cdf121083a6dddd9db0380748bc3319a746019b853c47d url=/admin/current/en-us/service/264-0-0/knowledge_uk_requirements.md --> # Unified Knowledge Requirements Before you set up Unified Knowledge, understand its requirements, considerations, and limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Zoomin You must agree to the Terms & Conditions with Zoomin Software in Setup to use Unified Knowledge. Salesforce collaborated with Zoomin Software to build Unified Knowledge. Unified Knowledge provides connectors to third-party systems, and the architecture to extract data from such systems, to transform data into HTML that loads in Salesforce. You configure all connectors within Salesforce Setup. ## Free Trial Unified Knowledge is available as a free trial for 90 days in your sandbox org and 45 days in your production org, along with three connector instances to third-party knowledge sources. For example, if you use only the Google Drive connector, but for three Google Drives, you’ve reached the total limit. When the trial expires, third-party knowledge sources stop syncing with your production org and content updates no longer appear. Preexisting knowledge content isn’t deleted from Salesforce. ## Salesforce - Unified Knowledge requires that Lightning Knowledge is set up in your production org. - Setting up and viewing search results from Unified Knowledge requires the Service Cloud Unlimited Edition, or another edition that includes the Knowledge Add-On license. In addition, you and your team must have the Knowledge User licenses. #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_considerations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, consider details about third-party knowledge connectors, import and synchronization, generative AI and Einstein for Service, record access and visibility, and search.") - [Unified Knowledge Limitations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_limitations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, review its limitations.") <!-- document id=a2020f846017b0ab846e2e7cfea44945ef6a5b0ce3d090c7e054839b4c061456 url=/admin/current/en-us/service/264-0-0/omni_unified_routing_byot.md --> # Unified Routing for Partner Telephony Unified routing for a contact center allows Salesforce to handle the routing of inbound and outbound voice calls, and call transfers to the reps using Omni-Channel flow. By consolidating all the routing within Salesforce, unified routing provides a single source of truth for agent capacity, enabling optimized workload distribution and prioritized handling of voice calls. This consolidated routing ensures reduced wait times, improved agent productivity, and a more seamless Omni-Channel experience. You can use unified routing only if your telephony provider supports it. This article applies to Salesforce Voice with Partner Telephony. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To use unified routing, you must enable [Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US). Also, to use unified routing for partner telephony, you must set the [ConversationVendorInfo.VendorType](https://developer.salesforce.com/docs/atlas.en-us.260.0.object_reference.meta/object_reference/sforce_api_objects_conversationvendorinfo.htm) as ServiceCloudVoicePartner. - **[Set Up Omni Flow](https://help.salesforce.com/s/articleView?id=service.voice_setup_uni_rout_byot.htm&release=264.0.0&type=5)** Before enabling unified routing for a contact center, make sure that you set up an omni flow. - **[Configure Unified Routing For Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_config_uni_rout.htm&release=264.0.0&type=5)** Use the unified routing option in the contact center details page to enable or disable unified routing for the contact center. - **[Limitations of Unified Routing for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_limitations.htm&release=264.0.0&type=5)** Consider the limitations when you set up and use unified routing for partner telephony. #### See Also - [_Salesforce Help_: Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&language=en_US) - [_Salesforce Help_: Add Callers or Transfer Calls](https://help.salesforce.com/s/articleView?id=service.voice_agents_transfer_calls.htm&language=en_US) - [_Salesforce Help_: Route to an Agent](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_agent_target.htm&language=en_US) - [_Salesforce Help_: Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&language=en_US) - [_Salesforce Help_: Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&language=en_US) <!-- document id=54a6ea6f130f94bf87e5ebf5977d747e3b453a76f530a4764a8c71b0aac87d99 url=/admin/current/en-us/service/264-0-0/voice_uni_rout_skills.md --> # Unified Routing for Skills-Based Routing After configuring unified routing, set up skills-based routing. This article applies to: - Salesforce Voice with Partner Telephony 1. [Prepare to route to skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&type=5&language=en_US). 1. Enable skills-based routing in Omni-Channel Settings. 2. Create skills. For example, create skills that correspond to languages used for voice calls. 3. Create service resources and assign skills to service resources. This configuration assigns skills to reps. 2. Create an Omni-Channel flow with an [Add Skill Requirements action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&language=en_US). ![Add skill requirements](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_add_skills.png) 3. [Add a Route Work action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&type=5&language=en_US) to the flow. 1. Route to Skills. 2. For Skill Requirements, select **Define Skill Requirements**.![Edit route work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_skill_req.png) 4. [Create a Contact Center Channel](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_automated_phone_list.htm) or edit a channel to use it for skills-based routing. 1. Under **Call Routing**, set **Call Routing Type** to **Omni-Channel Flow** and select the Omni-Channel flow defined in Steps 3 and 4. 2. Set the fallback queue to a queue you created when setting up Unified Routing. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For an alternative to using an Omni-Channel flow with an Add Skill Requirements action, see [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US). <!-- document id=8a4b31a828692f1013e3182a76340ff84782cc8b20006392af4cb9762b1c4499 url=/admin/current/en-us/service/264-0-0/voice_uni_rout_byot_calls.md --> # Unified Routing for Voice Calls Set up unified routing for voice calls. This article applies to: - Salesforce Voice with Partner Telephony After configuring unified routing, set up call routing as described in [Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&type=5&language=en_US), and [Route Calls to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_to_queue.htm&type=5&language=en_US). For ‌routing configurations, the routing model must be Least Active or Most Available. The Routing Model must not be external. You must route to a queue with Least Active or Most Available routing configuration. 1. [Prepare to route to agents](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_agents.htm&type=5&language=en_US). 1. Set up rep statuses and capacity. 2. Create service resources for reps. 3. Add reps to the contact center. 4. Map Salesforce users to telephony provider users. 2. From Setup, enter and select Omni-Channel Settings. Enable Enable Skills-Based and Direct-to-Agent Routing. 3. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US&type=5). 4. Drag the Route Work action onto the canvas. 5. Give the action a label and an API Name and, optionally, a description. 6. Under Set Input Values | Record ID, create and select a [recordId variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&language=en_US&type=5). 7. Under Route To, select Agent. 8. Under Agent, select either of these options. 1. Select Agent: Specify the rep to route the work item to. 2. Use Variable: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record. 9. Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the Required Agent checkbox. Then, specify the backup queue to route the work item to.![Route work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_uni_route_calls.png) <!-- document id=09770003de246266219e6aa432f647907720dddcec88b3546fa94d6541fe9762 url=/admin/current/en-us/service/264-0-0/knowledge_uk_about.md --> # Unify Knowledge from Various Sources Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Unified Knowledge is scheduled for retirement with the Summer ’27 release. You can continue using Unified Knowledge connectors until then, but we recommend transitioning to Salesforce Enterprise Knowledge, powered by Data 360, the replacement feature for Unified Knowledge. Salesforce Enterprise Knowledge offers a robust solution for integrating external data sources with your knowledge base, so you can ground Agentforce with external knowledge to deliver accurate responses. Learn about Unified Knowledge retirement in [Help](https://help.salesforce.com/s/articleView?id=005101356&type=1&language=en_US). Unified Knowledge helps you: - Connect various sources of knowledge to generative AI. - Expose your knowledge from third-party systems in one platform. - Improve and speed up self-service and search results across locations. - Integrate multiple sources of knowledge with a point-and-click configuration. - Reduce context-switching and increase productivity with knowledge-grounded generative AI. - Help service reps work faster by lowering the effort to find the right knowledge at the right place and time. Unified Knowledge works by helping you connect external sources of knowledge to Salesforce. After you choose your sources, Salesforce imports and syncs third-party articles in a read-only format so that you can have a fully integrated knowledge base and search experience in Salesforce. Lightning Knowledge and third-party knowledge sources appear the same in search results for reports, lookup fields, global search, Knowledge list views, the Knowledge component, and Experience Cloud sites. You can filter search results by a field that stores third-party knowledge to distinguish between Lightning Knowledge and third-party content. Zoomin from Salesforce offers you this feature. Before you get started, see the Terms and Conditions in Setup. Unified Knowledge is available as a free trial for 90 days. After the trial, you can choose to extend your free trial from your Salesforce account executive.  #### See Also - [Unified Knowledge Requirements](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_requirements.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, understand its requirements, considerations, and limitations.") - [Unified Knowledge Considerations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_considerations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, consider details about third-party knowledge connectors, import and synchronization, generative AI and Einstein for Service, record access and visibility, and search.") - [Unified Knowledge Limitations](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_limitations.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, review its limitations.") - [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.") - [Set Up Unified Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_setup.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.") - [_Trailhead_: Unified Knowledge: Quick Look](https://trailhead.salesforce.com/content/learn/modules/unified-knowledge-quick-look) - [_Blog Post_: 10 Ways To Prep Your Knowledge Base for AI Grounding](https://www.salesforce.com/blog/ai-grounding/) <!-- document id=31b95f8d470766cd2c4f317287f4a7a0fc728e4b2c309bc5dc630022e345c0f4 url=/admin/current/en-us/service/264-0-0/support_data_cloud.md --> # Unify Service Data with Data 360 Reporting Combine your service CRM data with engagement data from other sources so your support reps and supervisors can better help customers. Agentforce Service (formerly Service Cloud) includes lots of data that you're familiar with, such as cases and accounts. But your customers are generating other data that can provide valuable context to your support team. Customers aren’t just filing cases; they're browsing your website, buying and returning products, giving feedback, and clicking marketing emails. When you integrate Data 360 with Service and Field Service, you can access and analyze that additional data in automations and data visualizations. To get the whole picture about your forecast and the pipeline that’s there to fill it, gather and prepare data from these possible sources. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34387e56">Data Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34387e59">Examples</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Data Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e56 ">CRM data from Salesforce</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e59 "> <ul> <li>Accounts</li> <li>Open cases</li> <li>Work orders</li> <li>Service appointments</li> <li>Assets</li> </ul> </td> </tr> <tr class=""> <td data-label="Data Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e56 ">Third-party data</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e59 "> <ul> <li>Past purchases</li> <li>Products and services</li> <li>Web engagement</li> <li>Billing</li> </ul> </td> </tr> <tr class=""> <td data-label="Data Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e56 ">Systems and assets</td> <td data-label="Examples" class="slds-cell-wrap" style="vertical-align:top;" headers="d34387e59 "> <ul> <li>Network data</li> <li>System performance data</li> <li>Device data</li> </ul> </td> </tr> </tbody> </table> Unifying this data means your support team has the information they need to deliver proactive, data-driven customer service. The Salesforce admin works in Setup and Data Cloud Setup to set up your Salesforce org, organize your data streams, and unlock insights that can be leveraged during service interactions. ## Task 1: Configure Users for Data 360 To work with external data in Salesforce, make sure that Data 360 is set up and provisioned in your Salesforce org. 1. [Set up a Data 360 admin user](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_walkthrough.htm&type=5&language=en_US). 2. [Assign Data 360 permission sets](https://help.salesforce.com/s/articleView?id=data.c360_a_userpermissions.htm&type=5&language=en_US). ## Task 2: Connect Your Data Sources to Data 360 Data sources are the places that currently hold your data. Those places can be Salesforce for cases and work orders or third-party sources such as Google Storage or Amazon S3 for past purchases or web engagement data. To bring your data together, connect your data sources in Data 360. How you connect your data depends on where the data is coming from. Make a list of where this data comes from and who has access and credentials to this data. 1. Install the Service bundle in Data Cloud Setup. See [Salesforce CRM Connector](https://help.salesforce.com/s/articleView?id=data.c360_a_salesforce_crm_connector.htm&type=5&language=en_US). 2. Configure third-party data sources using a [connector service](https://help.salesforce.com/s/articleView?id=data.c360_a_salesforce_connectors.htm&type=5&language=en_US) or a [pre-built connector or integration](https://developer.salesforce.com/docs/data/data-cloud-int/guide/c360-a-data-cloud-integrations.html) in Data Cloud Setup. You can also connect data, but not store it, through partner data sources using the Data 360 [Bring Your Own Lake (BYOL) Data Federation](https://help.salesforce.com/s/articleView?id=data.c360_a_byol_data_federation.htm&type=5&language=en_US). ## Task 3: Bring Voice Call and Messaging Transcripts into Data 360 Get insights from your service team’s voice calls and enhanced messaging sessions by adding your transcript data to Data 360. Without this feature, supervisors have limited options for reporting on voice and messaging activity. 1. [Enable transcripts in Data Cloud](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_analyze.htm&type=5&language=en_US). 2. In Data Cloud Setup, view two new data streams that were created: one for conversation entries and one for related records, each with a data connector type of Conversation Storage. The data streams are mapped to the Conversation Entry and Engagement Topic data model objects, respectively. After transcripts are enabled in Data 360, you can create Conversation Entry reports in Data 360, perform SOQL queries, and send API requests to the Data 360 endpoint. ## Task 4: Map Your Data Now that your data sources are connected, create data streams to bring the data into Salesforce. Your data is brought in as is, which means fields and their data types are imported without transformation. Next, this data must be mapped to the data model objects (DMOs) in Data Cloud. 1. [Create a data stream for your Salesforce CRM](https://help.salesforce.com/s/articleView?id=data.c360_a_create_crm_data_stream.htm&type=5&language=en_US) using a starter data bundle, which includes accounts, cases, and work orders. The data stream comes with pre-mapped fields for standard Salesforce objects. 2. Create a data stream and for each of the external data sources. See [Data Sources in Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_connectors.htm&type=5&language=en_US) to find all the connection steps for your data sources. 3. For external sources and custom objects, you need to map your data to DMOs. Map all fields that are required for your business use cases and to complete identity resolution. See [Data Mapping](https://help.salesforce.com/s/articleView?id=data.c360_a_data_mapping.htm&type=5&language=en_US). ## Task 5: Unify Your Data into Profiles Use an identity resolution ruleset to link multiple sources of data into one profile. A ruleset contains match and reconciliation rules based on the Account data model object or the Individual data model object. 1. [Create an identity resolution ruleset](https://help.salesforce.com/s/articleView?id=data.c360_a_identity_resolution_ruleset_create.htm&type=5&language=en_US). 2. [Add match rules](https://help.salesforce.com/s/articleView?id=data.c360_a_match_rules_configure.htm&type=5&language=en_US). 3. [Set a default reconciliation rule](https://help.salesforce.com/s/articleView?id=data.c360_a_reconciliation_rules_setdefault.htm&type=5&language=en_US). 4. Run the ruleset and then view unified profile results in [Profile Explorer](https://help.salesforce.com/s/articleView?id=data.c360_a_profile_explorer.htm&type=5&language=en_US). See [Unify Source Profiles](https://help.salesforce.com/s/articleView?id=data.c360_a_identity_resolution.htm&type=5&language=en_US). ## Task 6: Set Up Foundational Service Dashboards Get pre-built dashboards to track KPIs and trends related to cases, Knowledge, Omni-Channel routing, and other service features. Surface data from these dashboards, such as the Customer Effort Score, in the Service Console to guide support reps during service interactions. While you can build your own apps in Data 360 without Service Intelligence, it's nice to have someone else do the visualization work for you. For steps, see [Service Intelligence Setup](https://help.salesforce.com/s/articleView?id=service.service_intelligence_setup.htm&type=5&language=en_US). ## What's Next Now that you’ve connected your data, you can bring the power of that data across Salesforce. Here are a few suggested next steps. **Enrich service records with insights.** After establishing a calculated insight or other supported Data 360 object, you can use it across Salesforce. Give your support team access to that great data by adding it to a custom field on account, contact, or case records. **Take advantage of pre-built Field Service dashboards.** Monitor key contact center performance metrics with dashboards focused on assets, work orders, and service appointments. For example, understand and monitor service appointment volume across your organization by territory, status, work type, account, priority, and other attributes. For steps, see [Field Service Intelligence Setup](https://help.salesforce.com/s/articleView?id=service.ifs_setup.htm&type=5&language=en_US). **Monitor asset health to proactively address issues.** Move from reactive, break-fix service to proactive field service with pre-built Asset Health Score dashboards and related Calculated Insights (CIs). Einstein draws on asset data and repair history to calculate an Asset Health Score and trigger an action for each asset, such as scheduling a proactive service appointment. For example, if a service outage causes a spike in cases impacting a subset of customers, trigger a flow that creates an incident and notifies all impacted customers. For steps, see [Proactive Asset Service Setup](https://help.salesforce.com/s/articleView?id=xcloud.pfs_setup.htm&type=5&language=en_US). <!-- document id=7d01352fa2c21cfca96bbb67bc9edcb90c7fe06b1e3132f8743e8adb9e4984ea url=/admin/current/en-us/service/264-0-0/partner_messaging_uninstall.md --> # Uninstall Bring Your Own Channel for Messaging Remove a Bring Your Own Channel for Messaging channel from your Salesforce org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="partner_messaging_uninstall__d1198e2076"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="partner_messaging_uninstall__d1198e2076" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Bring Your Own Channel for Messaging</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for CCaaS</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Bring Your Own Channel for Messaging is now Partner Messaging. You may see references to Bring Your Own Channel for Messaging in Salesforce applications and documentation. 1. From Setup, enter Messaging Settings and then select **Messaging Settings**. 2. Select your channel name. 3. Click the downward arrow to the right of the Activate button, and then select **Deactivate**. 4. In the Messaging Settings component, click **Edit**. 5. Click the Unlink symbol to the right of the Conversation Channel Definition field. 6. Click **Unlink** in the confirmation window. 7. Save your changes. 8. [Uninstall the managed package](https://help.salesforce.com/s/articleView?language=en_US&id=sf.distribution_uninstalling_packages.htm&type=5) that’s associated with your Bring Your Own Channel for Messaging channel. <!-- document id=db85267101f632d4ffa6de1ede10045f8099ae9dcd769583384636b1f42f8775 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_sci_iam_unlck_accnt.md --> # Unlock User Account Deploy this template to provide employees with a secure, self-service channel for instant account unlocking. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template does not capture any details from the employee. ## Automated Fulfillment This service process includes a fulfillment flow that automatically processes the service request. You can extend this flow in Flow Builder to include custom logic, such as automated manager approvals or inventory checks. ## Integration This template uses a preconfigured integration with Okta in the fulfillment flow. To use this integration, ensure your Okta credentials are configured. To learn more about this third-party connector, see [Okta Connector](https://help.salesforce.com/s/articleView?id=platform.automate_flow_ref_third_party_okta.htm&type=5&language=en_US). <!-- document id=95edac14e469fdf236052a26ef17103bd53b83cd78bc27bcf9cbcc323f636ea9 url=/admin/current/en-us/service/264-0-0/pfs_unscheduling.md --> # Unschedule Service Appointments in Field Service Unschedule service appointments from the Classic Dispatch Console or a service appointment record. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ When a service appointment is unscheduled, it’s removed from the Gantt and its assigned resources are removed. Status transitions are ignored when you delete an assigned resource or unschedule service appointments from the Gantt. You can unschedule an appointment in the following ways. - Delete the service appointment. - Delete the assigned resource record. - From a service appointment details page, edit the Status field to the value shown for New Service Appointment in the managed package **Field Service Settings** | **Service Appointment** | **Service Appointment Workflow** | **SA Status**. - In the Classic Dispatch Console appointment list, select one or more appointments. In the mass actions menu, select **Unschedule**. - In the Gantt, right-click an appointment and select **Unschedule**. To select multiple appointments, hold down Control or Command while clicking appointments. Unscheduling an appointment from the Gantt is the same as deleting the assigned resource record. - From a service appointment details page, update the Status field to **None**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Deleting the assigned resource record associated with a service appointment, or unscheduling a service appointment from the Gantt causes the service appointment status to switch to the **None** default value shown for New Service Appointment in the managed package **Field Service Settings** | **Service Appointment** | **Service Appointment Workflow** | **SA Status**. #### See Also - [Schedule Service Appointments for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_appointments.htm&release=264.0.0&type=5 "You can schedule service appointments in several ways. For example, a call center rep can use the Book Appointment or Candidate scheduling actions from the record feed, or Auto Schedule from the appointment itself. A dispatcher can manually drag an appointment from the Appointment List or the Gantt to schedule it, or use the Schedule action, which automatically schedules an appointment based on the scheduling policy. You can also create scheduling dependencies between service appointments to organize larger jobs, or schedule an appointment by manually updating its status.") - [Fix Field Service Scheduling Overlaps](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps.htm&release=264.0.0&type=5 "Fix overlaps that dispatchers made in the Gantt to reschedule appointments that overlap with other appointments or absences. Dispatchers can fix overlaps directly from the Gantt for each resource that has overlaps. You can fix overlaps automatically by enabling the feature in the Field Service Admin app. The Fix Overlaps feature from the Gantt isn’t available when using Enhanced Scheduling and Optimization. Automatically fixing overlaps isn’t available when Scheduling recipes are used.") <!-- document id=9284f9e37f634a61f1082c7cc810bbe1a37187f7098cd9eb5c3966baeb22a3d9 url=/admin/current/en-us/service/264-0-0/incident_mgmt_update_slack_message.md --> # Update a Broadcast Slack Message To keep stakeholders informed without sending a new broadcast Slack message, update a broadcast Slack message’s incident fields to reflect the latest changes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Customer Service Incident Management must be enabled. - Broadcast Slack messages must be enabled. - Broadcast topics must be assigned to Slack channels. You can update only broadcast Slack messages that weren’t deleted or that didn’t previously fail to send, update, or delete. 1. Go to the incident related lists and find the Broadcast Communications related list. 2. Find the broadcast Slack message that you want to update. From the broadcast communication’s dropdown, select **Update Broadcast Slack Message**. 3. Review the updated message, click **Next**, and then **Done**. <!-- document id=c27fbcd03c19e127a8924db8f5e700279e6e9775ca97fa7307ab7888fe9434f6 url=/admin/current/en-us/service/264-0-0/pfs_change_status_manual.md --> # Update a Field Service Appointment’s Status You can schedule or unschedule an appointment by updating its status. An appointment’s status can be updated from several places in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## From the Gantt In the Gantt, select one or more appointments whose status you want to change. To select multiple appointments, hold down Command or Control while clicking the appointments. Then, right-click your selection, hover over **Change status**, and select a new status. ## From a Service Appointment Record Open a service appointment record or click **Details** on an appointment from the Gantt. From here, you can change the status in two ways: - From the Feed tab, click the **Change Status** Chatter action and select a status. Only status values that are permitted in your [service appointment workflow](https://help.salesforce.com/s/articleView?id=service.pfs_lifecycle.htm&language=en_US) settings are shown. - Manually update the appointment’s Status field. All status values are shown, but the status change works only if it follows your service appointment workflow settings. ## From a Scheduled Job The Auto Dispatch scheduled job allows the automatic dispatch of assigned appointments. It changes the status of the chosen appointments from Scheduled to Dispatched. To modify this job, from the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings**. Then, click **Dispatch** | **Scheduled Jobs**. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=fb9ce0f06aa176767497552c9bf88109c1b9ead155b76aaef56cd879268884b5 url=/admin/current/en-us/service/264-0-0/workforce_engagement_update_shift_segment.md --> # Update a Shift Segment Make real-time updates to shift segments on the Shifts tab. In Workforce Management, you can also update shift segments in the Intraday Management dashboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> **User Permissions Needed** <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">To view, create, and edit shifts and shift segments:</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Shift Scheduling Planner</p> <p>OR</p> <p style="margin-bottom:0;">Workforce Engagement Planner</p> </td> </tr> </tbody> </table> A shift segment's start and end time must occur within the start and end time of its associated shift. For example, you can't add a shift segment that ends at 5 PM to a shift that ends at 3 PM. You can't overlap shift segments. For example, if your first segment starts at 9 AM on Monday and ends at 10 AM on Monday, your next shift segment can't start until 10 AM that same Monday. To replace an existing shift segment, delete it before you create the new one. Your can always update shift segments in the shifts tab. If you use Intraday Management in Workforce Management, you can also update shift segments from the Team Management View. **Update Shifts from the Shifts Tab** 1. From the App Launcher, find and select **Shifts**. 2. Click to open a shift. 3. From the Related section, scroll to the Shift Segments related list. 4. To the right of the shift segment, click the dropdown menu, and select **Edit**. 5. Make your changes. 6. Save your changes. **Update Shifts from the Intraday Management Tab** 1. From the App Launcher, find and select **Intraday Management**. 2. Refresh the data in your Intraday Management dashboard, if needed. 3. From the Team Management View, click a shift segment. 4. Make your changes. 5. Save your changes. 6. After adjusting an support rep's shift or shift segment, the Team Management View updates automatically. Manually refresh the Data Graph View to see it reflected there. The support rep assigned to the shift is emailed about the change. <!-- document id=9149bed17ad4e3dea6931ee4e0017d4a9fc71fcf5b063342942405a1ce5faadd url=/admin/current/en-us/service/264-0-0/service_insights_update_perms.md --> # Update Admin Permissions Next, ensure that the correct permissions are assigned for the admin user. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Configure permissions for Tableau Next. - Configure permissions for Data 360. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When a data bundle is added, data cloud credit consumption starts. You can monitor the consumption from your Org62 account page or contact your Account Executive. 1. **[Configure Tableau Included App Manager Permissions](https://help.salesforce.com/s/articleView?id=service.service_insights_tabnext_perms.htm&release=264.0.0&type=5)** Next, ensure that the correct Tableau Next permissions are enabled for the admin user. 2. **[Configure Data 360 Permissions](https://help.salesforce.com/s/articleView?id=service.service_insights_admin_perms.htm&release=264.0.0&type=5)** Next, ensure that the correct Data 360 permissions are enabled for the admin user. <!-- document id=01a5721619a6ef95647524c323da3ef300bce69ee70fe2fab1caa12c3c2287af url=/admin/current/en-us/service/264-0-0/bots_service_intent_upgrade.md --> # Update an Active Einstein Bot Your NLP bot is more effective when you update it regularly to react to the latest customer interactions. You can rebuild your active bot’s intent model and automatically go live with the updated model as soon as the build is complete. Or you can build and test your new model in a sandbox with change sets. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38143e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38143e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38143e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38143e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38143e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> To update your active bot, add utterances via [Einstein Intent Sets](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5 "You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs."). When you’re ready to build, access the Model Management page from the Bot Builder, and then click **Build Model**. Your updated model is automatically active when the new build is complete. After a new build is complete, you can’t revert to the previous model within the bot. To keep your current model as a backup, clone your bot before you start a new build. To test while customers are actively using the bot, we recommend using change sets to move bots, bot versions, and intent sets between sandbox and production. 1. In the sandbox, to create a version of the bot, click the dropdown next to the latest active version of the bot, and then click **Clone**. 2. Add new utterances to a bot via [Einstein Intent Sets](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5 "You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs."). Utterances can be added manually to an intent set or loaded via CSV file. 3. Train your bot in the sandbox. Differences in the training scores of the same bot in sandbox and in production is expected behavior. To evaluate the model performance, the bot samples a portion of the utterances for training, so the training sets aren’t identical. 4. Bots, bot versions, and intent sets can be included in an outbound change set. To add Bot Versions to a change set, add the bot first, and then click **View/Add Dependencies**. 5. Deploy to production. #### See Also - [Use Change Sets to Migrate Bots Between Orgs](https://help.salesforce.com/s/articleView?id=service.bots_service_change_set.htm&release=264.0.0&type=5 "You can use change sets to move bots between sandbox and production. Testing your bot in a sandbox and then moving it to production ensures your bot works as designed and reduces downtime.") <!-- document id=d7f663c306df44584f4ae4789be347c73b22bbf7ee3c6658a3c907f6be356925 url=/admin/current/en-us/service/264-0-0/cases_intro_respond.md --> # Update and Respond to Cases Keeping customers updated on their cases' progress is key to quality customer service. To ensure that each case is answered in a timely manner, you can reassign and share cases with other support reps. The case feed shows the history of interactions and communications, so support reps can quickly get up-to-date on the case and respond to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[View Case Lists](https://help.salesforce.com/s/articleView?id=service.cases_view.htm&release=264.0.0&type=5)** The cases list view page displays a list of cases in your current view. - **[Update Multiple Cases](https://help.salesforce.com/s/articleView?id=service.cases_massaction.htm&release=264.0.0&type=5)** From any case list page, administrators can “mass update” multiple cases at once. From any queue list view, users can take ownership of one or more cases if they are a member of that queue, if they are higher in the role or territory hierarchy than a queue member, or if the organization’s default sharing for cases is Public Read/Write/Transfer. - **[Assign Cases](https://help.salesforce.com/s/articleView?id=service.cases_assign.htm&release=264.0.0&type=5)** You can assign cases to users or queues in various ways. - **[Share Cases](https://help.salesforce.com/s/articleView?id=service.cases_sharing.htm&release=264.0.0&type=5)** Your administrator defines the default sharing model for your entire organization. You can change this model to extend sharing to more users than the default set by your administrator. However, you cannot change the sharing model to make it more restrictive than the default. - **[Improve Case Tracking and Reporting by Enabling Business Hours Age in Case Report](https://help.salesforce.com/s/articleView?id=service.cases_enable_case_duration_or_age_in_business_hours.htm&release=264.0.0&type=5)** Manage escalations and set realistic milestones by enabling Business Hours Age in Case reports. Business Hours Age helps in the accurate tracking of the age of a case. It helps calculate the age of a case based on your business hours and not based on the number of calendar days. - **[View the Case Milestones](https://help.salesforce.com/s/articleView?id=service.cases_milestones.htm&release=264.0.0&type=5)** The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process. - **[Create and Edit Case Comments](https://help.salesforce.com/s/articleView?id=service.case_comments_edit.htm&release=264.0.0&type=5)** Case comments let you and your support reps add, edit, and delete public and private case notes when you're viewing or editing the case. All comments appear in the Case Comments related list. - **[Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5)** Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case. <!-- document id=6d1f1b42997b9f936c2c7b470a1884ed226ed1bcd4430dc9d9d8fd1ebafaed25 url=/admin/current/en-us/service/264-0-0/voice_update_aws_phone.md --> # Update AWS Primary Phone Number Update your primary phone number by directly logging in to the AWS console as a root user. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. In the AWS console, log in as a root user. 2. Choose your account name or number from the interface in the upper right corner of the console, and then click **Account**. 3. Scroll down to the **Contact Information** section, and select **Edit** to update the primary phone number. If the phone number update fails, log a support ticket with Salesforce Customer Support. If the AWS account is inaccessible and you can’t log in, use the Connect APIs to update the primary phone number as described in [Update Inaccessible Account Phone Number](https://help.salesforce.com/s/articleView?id=service.voice_update_inaccess_phone.htm&release=264.0.0&type=5 "If the AWS account is inaccessible and you can’t log in, use the Connect APIs to update the primary phone number of the AWS sub-account."). - **[Update Inaccessible Account Phone Number](https://help.salesforce.com/s/articleView?id=service.voice_update_inaccess_phone.htm&release=264.0.0&type=5)** If the AWS account is inaccessible and you can’t log in, use the Connect APIs to update the primary phone number of the AWS sub-account. <!-- document id=17177c2dbfc6dee833de3740a6c10bc4ed21f5c43a2a332b9cea3c61a022b3c2 url=/admin/current/en-us/service/264-0-0/voice_update_aws_email.md --> # Update AWS Root Email Address Update your root email address by directly logging in to the AWS console as a root user. When a root email address has changed, and you still have access to the AWS console through your previous root email address, you can update your email address from the AWS console. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. In the AWS Console, log in as a root user. 2. To get to the My Security Credentials page, choose your account name or number from the interface in the upper right corner of the console, and then click **Security Credentials**. 3. To get to the Update account settings page, select **Actions**, and select **Update email address & password** option from the options next to Account details. 4. To update fields, select **Edit** and enter your changes. If the email address update fails, log a support ticket with Salesforce Customer Support. Whena root email address has changed, and you can’t access the AWS Console using your previous root email address, reset your root email address as described in [Update Inaccessible AWS Root Email Address](https://help.salesforce.com/s/articleView?id=service.voice_reset_root_email.htm&type=5&language=en_US). - **[Update Inaccessible AWS Root Email Address](https://help.salesforce.com/s/articleView?id=service.voice_reset_root_email.htm&release=264.0.0&type=5)** If the root user email address is inaccessible, use the Connect APIs to update this root user email address of the AWS sub-account. <!-- document id=d25f93567c13035114a80f4718d14dc45c4515f3572cf7809b002e4049cf1721 url=/admin/current/en-us/service/264-0-0/hr_svc_update_bills.md --> # Update Bills Deploy this template to allow HR Service Representatives to standardize modifications or updates to existing bills. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Case Origin, Subject, Bill ID, Total Amount, Detail Type, Due Date, Sync Token, Reason for Change, Vendor, Account. ## Fulfillment and Integration This template includes preconfigured integration through the QuickBooks Online connector to handle financial data sync. Custom approval paths or routing rules can be tailored in Flow Builder. <!-- document id=b744245cac93180cf54e27b6231b3d1e638c8838fd1c74c8b71669ac5267dffd url=/admin/current/en-us/service/264-0-0/hr_svc_update_emp_goals_tool.md --> # Update Employee Goals Action Employees and managers use this action to modify details, dates, or the status of existing performance goals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d126872e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d126872e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126872e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d126872e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). This action initiates the secure creation of a case and moves the conversation from the AI agent to HR or Legal specialists using the Escalate Confidential Complaint flow. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">UpdateEmployeeGoals</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Update Employee Goals</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Goal ID, Goal Description, Due Date, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Response Code</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “Update my certification goal status to Completed." - "Change the due date on my coding objective." - "Modify the description of my Q3 target." <!-- document id=ba537277c8397e99bf20409e081675e5cb5167c027f239b21f074351cfb0ccdd url=/admin/current/en-us/service/264-0-0/es_update_employee_profile_action.md --> # Update Employee Profile Action Employees use this action to update their profile information, such as first name, last name, mobile number, address, city, country, email address, province or state, postal or zip code, and pronouns. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Unlimited</strong> Edition with Employee Service</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d25642e61">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d25642e64"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d25642e61 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d25642e64 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">UpdateEmployeeProfile</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Update Employee Profile</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">First Name, Last Name, Mobile Number, Address, City, Country, Email Address, Province or State, Postal or Zip Code, Pronouns, Service Process Name (Update the Service Process Name in the instructions under the Update Profile topic)</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status Message, Case Number</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - “Update my phone number to (780) 555-1234.” - “Update my address to 1234, Pineview Drive, NW, Edmonton, Alberta T5K 3B7, Canada.” ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The full address, including Address Line, City, State, Country, and Zip Code, must be provided. Individual components of the address cannot be updated separately. Or The full address, including address line, city, state, country, and zip code, must be provided. Individual components of the address cannot be updated separately. - “Update my last name to Doe.” <!-- document id=4e370173589e9127bb9694af05a809a9e0cdf0cf97db996d966d273331e8a6bc url=/admin/current/en-us/service/264-0-0/voice_update_inaccess_phone.md --> # Update Inaccessible Account Phone Number If the AWS account is inaccessible and you can’t log in, use the Connect APIs to update the primary phone number of the AWS sub-account. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you need to update both the primary phone number and root email address associated with your AWS account, make sure to first update the root email address before continuing with these steps. This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d91364e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91364e74 ">To reset account phone number: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91364e74 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> </tbody> </table> 1. Log in as an admin. 2. Use your preferred method to trigger the connect API to update the phone number. - Endpoint: `/services/data/{SaleforceAPIVersion}/connect/voice/aws-account/phone-number/reset`. Make sure that the API version is 67.0 or later. - Payload: `{"awsAccPhoneNumber":"+1234567890"}` 3. In the request payload, provide the new phone number. For the required format, see [Phone Number Requirements](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-update-contact-primary.html#manage-acct-update-contact-primary-requirements). ![API request payload](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_reset_num.png) Triggering the API sends an email notification about the phone number change request to all the admins of the org. After updating the phone number, you can use it to log in to the AWS account. <!-- document id=19b5014e3b62eb94efaef3bfdd44a3e188a8fe435d92efae01647047098a195e url=/admin/current/en-us/service/264-0-0/voice_reset_root_email.md --> # Update Inaccessible AWS Root Email Address If the root user email address is inaccessible, use the Connect APIs to update this root user email address of the AWS sub-account. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> You must have the CustomizeApplication, and ModifyAllData admin permissions to reset the root email address. 1. Log in as an admin. 2. Use your preferred method to trigger the `/services/data/{SaleforceAPIVersion}/connect/voice/root-email-address-update/start` connect API to start the email update. 3. In tthe request payload, provide the new email address. ![Reset root email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_reset_email.png) Triggering the API sends an email notification about the root email address change request to all the admins of the org. In the new email address, you will receive a verification code from AWS. 4. Use your preferred method to trigger the `/services/data/{SaleforceAPIVersion}/connect/voice/root-email-address-update/accept` connect API to update the email address. ![Reset root email address complete](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_reset_email_complete.png) 5. In the request payload, provide the new email address, and the verification code received in your email. After updating the root user email address, you can use the new email address to reset the account password. If you can't access your account phone number as well, make sure to update it after updating the email address. <!-- document id=1bd63bbccd4dd6f058202e02415769a01956f2921707bb6dc8bcd5d3edb81063 url=/admin/current/en-us/service/264-0-0/livemessage_modify_channel_settings.md --> # Update Messaging Channel Settings To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="livemessage_modify_channel_settings__d395e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_modify_channel_settings__d395e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## Messaging Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e83">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e86">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Channel Address Identifier</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 ">A UUID that identifies a deployed messaging channel. This identifier is unique across orgs, so a channel with the same Messaging Platform Key in a sandbox and production has a different Channel Address Identifier for each.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Channel Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 "> <p>The name of the channel. </p> <p style="margin-bottom:0;">(For Facebook Messenger channels) If you update the name of your Facebook page in Facebook, the old name still appears in the Messaging channels list view. To show the new name, delete and re-add the channel for that page. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Developer Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 ">The developer name of the channel. This value is a concatenation of the messaging platform key and the channel type.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Messaging Channel ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 ">A unique identifier of the messaging channel Salesforce record.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Messaging Platform Key</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 "> <p>(Not editable) A unique key for a channel that the end user can message.</p><a name="livemessage_modify_channel_settings__ul_h5m_sbs_fcc"><!-- --></a> <ul id="livemessage_modify_channel_settings__ul_h5m_sbs_fcc"> <li dir="ltr">In SMS, WhatsApp, and LINE channels, the platform key is the phone number associated with this channel.</li> <li dir="ltr">In Facebook Messenger channels, the platform key is the Facebook page ID associated with this channel.</li> <li dir="ltr">In Apple Messages for Business channels, the platform key is the Apple Messages identifier.</li> <li dir="ltr">In Enhanced Chat, the platform key is identical to the Channel Address Identifier.</li> </ul> <p style="margin-bottom:0;">To encrypt this field, use <a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.securityImplGuide.meta/securityImplGuide/security_pe_deterministic.htm" target="_blank">deterministic encryption</a>. If you use probabilistic encryption, messaging doesn't work as expected.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Platform Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 "> <p>Indicates whether the channel is <samp class="parmname">Standard</samp> or <samp class="parmname">Enhanced</samp>. Enhanced Chat, Bring Your Own Channel for Messaging, and Bring Your Own Channel for CCaaS use the <samp class="parmname">Enhanced</samp> platform type. </p> <p style="margin-bottom:0;">When you upgrade a standard SMS channel, the platform type changes from <samp class="parmname">Standard</samp> to <samp class="parmname">Enhanced</samp>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 "> <p dir="ltr">The type of messaging channel:</p><a name="livemessage_modify_channel_settings__ul_arm_kcs_fcc"><!-- --></a> <ul id="livemessage_modify_channel_settings__ul_arm_kcs_fcc"> <li dir="ltr"> <samp class="parmname">Apple Messages for Business</samp> </li> <li dir="ltr"><samp class="parmname">Custom</samp> (Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS)</li> <li dir="ltr"><samp class="parmname">Embedded Messaging</samp> (Enhanced Chat)</li> <li dir="ltr"> <samp class="parmname">Facebook</samp> </li> <li dir="ltr"> <samp class="parmname">LINE</samp> </li> <li dir="ltr"><samp class="parmname">Text</samp> (SMS)</li> <li dir="ltr"> <samp class="parmname">WhatsApp</samp> </li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e83 ">Unified Messaging Enabled</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e86 ">If selected, indicates that the channel is in use in a Unified Messaging channel.</td> </tr> </tbody> </table> ## Omni-Channel Routing <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e271">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e274">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Enable Advanced Routing</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>Route the channel’s messaging sessions based on the logic in the specified Omni-Channel flow. If not selected, sessions are routed to a specific queue.</p> <p style="margin-bottom:0;" dir="ltr">Enabling advanced routing doesn’t turn on enhanced Omni-Channel routing, which is a separate feature that can’t be used with standard Messaging channels.</p> <p style="margin-bottom:0;">This field is available only in standard channels.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Fallback Queue</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>The queue that receives messaging sessions that the Omni-Channel flow is unable to route. </p> <p style="margin-bottom:0;">This field is available in standard channels if <samp class="parmname">Enable Advanced Routing</samp> is selected, and visible in enhanced channels if the routing type is <samp class="parmname">Omni-Flow</samp>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Flow Definition</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>The Omni-Channel flow used to route messages in this channel. </p> <p style="margin-bottom:0;">This field is available in standard channels if <samp class="parmname">Enable Advanced Routing</samp> is selected, and visible in enhanced channels if the routing type is <samp class="parmname">Omni-Flow</samp>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Queue</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 ">The queue that messages sent to this channel are routed to. You can’t delete queues.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Routing Configuration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>The routing configuration used to route messages in this channel. A routing configuration defines the relative priority and relative size of work items, and specifies how work items are routed to service reps.</p> <p style="margin-bottom:0;">This field is available in standard channels if the routing type is <samp class="parmname">Channel Skills</samp>.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Routing Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>The type of routing for this channel.</p> <p dir="ltr">In standard channels, possible values are <samp class="parmname">Omni-Channel</samp> and <samp class="parmname">Channel Skills</samp>. Select <samp class="parmname">Channel Skills</samp> to route messages based on service rep skill. Otherwise, select <samp class="parmname">Omni-Channel</samp>. </p> <p style="margin-bottom:0;" dir="ltr">In enhanced channels, possible values are <samp class="parmname">Omni-Queue</samp> and <samp class="parmname">Omni-Flow</samp>. Select <samp class="parmname">Omni-Queue</samp> to use queue-based routing. Select <samp class="parmname">Omni-Flow</samp> to route with an Omni-Channel flow, which supports routing to bots. To route to a specific user, select <samp class="parmname">User</samp>. To route to an agent, select <samp class="parmname">Agentforce Service Agent</samp>. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e271 ">Skill</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e274 "> <p>The skill or skills associated with this channel.</p> <p style="margin-bottom:0;">This field is available in standard channels if the routing type is <samp class="parmname">Channel Skills</samp>.</p> </td> </tr> </tbody> </table> ## Messaging Consent Settings See [Customize the Messaging Opt-In and Opt-Out Experience](https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5 "With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud)."). ## Auto-Response Settings See [Customize Auto-Responses in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5 "Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat."). ## Customer Inactivity <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e463">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e466">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Inactivate or end a session after a period of customer inactivity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 "> <p>Indicates whether to inactivate or end messaging sessions after a specified period of inactivity.</p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat, Enhanced Messaging, Bring Your Own Channel for Messaging, and Bring Your Own Channel for CCaaS.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Choose action when customer is idle</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 "> <p>Choose what to do when messaging sessions are inactive for the specified period of time. Choose one of these options:</p> <ul> <li><strong class="uicontrol">Inactivate Session</strong>. Inactivates the session after the specified period of time.</li> <li><strong class="uicontrol">End Session</strong>. Ends the session after the specified period of time.</li> <li><strong class="uicontrol">Inactivate & End Session</strong>. Inactivates and ends the session after the specified periods of time.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Minutes to Inactivate Session</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Select the number of minutes of inactivity before the session inactivates. This field appears only when you select <strong class="uicontrol">Inactivate Session</strong> or <strong class="uicontrol">Inactivate & End Session</strong>. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Minutes to End Session</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Select the number of minutes of inactivity before the session ends. The timer begins after the session becomes inactive. This field appears only when you select <strong class="uicontrol">End Session</strong>. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Minutes to End Session After Inactivation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Select the number of minutes of inactivity before the session ends. The timer begins after the session becomes inactive. This field appears only when you select <strong class="uicontrol">Inactivate & End Session</strong>. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Warn customer before inactivating or ending a session</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Indicates whether to warn customers before their session inactivates or ends. If you select <strong class="uicontrol">Inactivate Session</strong> or <strong class="uicontrol">Inactivate & End Session</strong>, the warning appears before the session inactivates. If you select <strong class="uicontrol">End Session</strong>, the warning appears before the session ends.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Minutes to Show Warning</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Select the number of minutes before showing the warning to the customer. For example, select 4 to show the message 4 minutes before the session inactivates. This field appears only when you select <strong class="uicontrol">Warn customers before inactivating or ending a session</strong>.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e463 ">Warning Message</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e466 ">Select an Auto-Response messaging component that informs the customer that their session will inactivate or end. Sample warning message: “Looks like you’re busy. We’ll end this session in 2 minutes.”</td> </tr> </tbody> </table> ## Conversation Channel Definition Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e610">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e613">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e610 ">Connected App Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e613 "> <p>The name of the connected app used to manage authentication between the Salesforce Interaction Service API and the Messaging or CCaaS partner’s system.</p> <p style="margin-bottom:0;">This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e610 ">Connected App Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e613 "> <p>The owner of the connected app used to manage authentication between the Salesforce Interaction Service API and the Messaging or CCaaS partner’s system. If set to <samp class="parmname">Partner</samp>, the partner creates the connected app and includes it in their managed package. If set to <samp class="parmname">Customer</samp>, the admin creates the connected app.</p> <p style="margin-bottom:0;">This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e610 ">Conversation Channel Definition</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e613 "> <p>A record in Salesforce that contains metadata for any Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS integration.</p> <p style="margin-bottom:0;">This field is available only in Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS.</p> </td> </tr> </tbody> </table> ## Contact Center Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e680">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e683">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e680 ">API Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e683 "> <p>The API name of the connected contact center.</p> <p style="margin-bottom:0;">This field is available only in Bring Your Own Channel for CCaaS.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e680 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e683 "> <p>The name of the connected contact center.</p> <p style="margin-bottom:0;">This field is available only in Bring Your Own Channel for CCaaS.</p> </td> </tr> </tbody> </table> ## Additional Channel Settings <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e733">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d26197e736">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Add User Verification</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>Turns on <a href="https://help.salesforce.com/s/articleView?id=service.user_verification.htm&release=264.0.0&type=5" title="To maximize data privacy, securely connect your customers to their messaging history and persist conversations across devices with token-based or credential-based user verification. Persist conversations across devices with token-based user verification.">user verification</a>.</p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Authorization Token Expiration Time for Verified Users</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>The expiration time in minutes of the Salesforce authorization token for verified users. When the token expires, your web or in-app client must provide a valid user identity token.</p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Let customers download their conversation transcripts</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>If selected, customers can download a PDF of their conversation transcript.</p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Let customers send attachments to agents</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>If selected, customers can send file attachments to service reps (agents).</p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Show estimated wait time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>If selected, customers see their estimated wait time to chat with a service rep. </p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e733 ">Identify End User Language</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d26197e736 "> <p>If selected and their locale is known, the Language field for this channel’s messaging users is auto-populated. </p> <p style="margin-bottom:0;">This field is available only in Enhanced Chat and Apple Messages for Business.</p> </td> </tr> </tbody> </table> #### See Also - [Customize Auto-Responses in Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5 "Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.") <!-- document id=915ba0b443527089ede15f588076871bd7313112beca8b9cf473e80fad9417e8 url=/admin/current/en-us/service/264-0-0/messaging_sms_bulk_update.md --> # Update Messaging Channels in Bulk Streamline the process of updating multiple messaging channels by using a CSV file. With this feature, you can make bulk updates without manually updating each channel, saving you significant time and effort. Additionally, it helps you identify and resolve errors during the update process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_sms_bulk_update__d1174e896"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sms_bulk_update__d1174e896" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, and Enhanced LINE channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Bring Your Own Channel, and Standard SMS channels</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d157260e98">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157260e98 ">To set up Messaging:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157260e98 ">Configure Messaging</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d157260e98 ">To view channels:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d157260e98 ">View Setup and Configuration</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important When you bulk update messaging channel settings, double-check for any errors in the CSV file. If you update a setting incorrectly, it can impact the service reps and customers using Messaging. Salesforce isn’t responsible for any errors that you make in your uploaded file. - **[Considerations for Bulk Updating and Activating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_considerations.htm&release=264.0.0&type=5)** Before you update the settings, activate, and deactivate multiple enhanced Messaging channels, review important considerations. - **[Columns in CSV File for Updating Messaging Channels in Bulk](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_columns.htm&release=264.0.0&type=5)** To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file. ## Step 1: Download the Channel Settings CSV File Download a CSV file containing the settings of your current messaging channels. After you download the file, you can edit it. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Click **Channel List**. 3. From **Channel Type**, select the type of channels that you want to update: All, Apple Messages for Business, Facebook Messenger, LINES, SMS, or WhatsApp. The CSV file will include all active enhanced channels of that type. 4. The File Type is set to CSV and can’t be changed. 5. Click **Download**to download the CSV file. ## Step 2: Edit Your CSV File Edit the downloaded CSV file to update channel settings. After your file is ready, you upload it to Salesforce for the changes to be processed. For help editing the CSV file, see: - [Considerations for Bulk Updating and Activating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_considerations.htm&release=264.0.0&type=5 "Before you update the settings, activate, and deactivate multiple enhanced Messaging channels, review important considerations.") - [Columns in CSV File for Updating Messaging Channels in Bulk](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_columns.htm&release=264.0.0&type=5 "To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file.") ## Step 3: Upload Modified Channel Settings CSV File Upload the CSV file containing your updated channel settings. Use only the downloaded CSV from the previous section to update and upload. 1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**. 2. Click **Bulk Update**. Re-read the guidance and refer to the documentation. It's important that you understand and implement all guidance. 3. Click **Upload File** and select your CSV file. 4. Click **Submit** to upload the file. Salesforce starts processing the file. After the processing is complete, you get an email with the number of records that have passed and failed. You can use the Error Description column in the CSV attached to the email to resolve the errors. After you fix the errors, use the downloaded CSV again to upload only the records that you resolved. <!-- document id=682fd6a5486040e85c542c5ac13af5c17cb384132e90d10831160c9f711cfd4c url=/admin/current/en-us/service/264-0-0/es_ap_update_messaging_session_with_contact_details.md --> # Update Messaging Session with Alumni Details When an alumnus contacts a service representative through chat, the service representative receives an incoming chat notification. To show the name of the alumnus in the notification, the messaging session record must contain the alumnus' account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82683e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82683e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82683e55 ">Manage Flow</td> </tr> </tbody> </table> ## Create Autolaunched Flow to Update Messaging Session Record 1. From Setup, in the Quick Find box, enter Flows, and select **Flows**. 2. Create a **New Flow**. 3. Select **Start From Scratch**, and click **Next**. 4. Select **Autolaunched Flow (No Trigger)**, and click **Create**. 5. From the **Manager** tab in Toolbox, create these input variables: userId and routableId. The userId variable stores the user ID passed into the flow. The routableId stores the routable ID of messaging session record of the current messaging session. 6. Add these Get Record elements to the flow: Get User, Get Contact, and Get Messaging Session. 7. Add an Update Records element called Update Messaging Session. 8. In the Get User element, use the user ID passed into the flow to get the alumnus' user record. 1. In the Data Source section, select **Salesforce Object**. 2. From the Object dropdown list, select **User**. 3. From the Condition Requirements dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get a user record if the user ID is equal to the value stored in the userId variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 9. In the Get Contact element, use the user record received from the Get User element to get the related contact record. 1. In the Data Source section, select **Salesforce Object**. 2. Select **Contact** in the Object dropdown list. 3. Select **All Conditions Are Met (AND)** in the Condition Requirements dropdown list. 4. Add a condition to get the related contact record if the contact ID is equal to the related contact ID of the user record stored in the User from Get User record variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 10. In the Get Messaging Session element, use the routableID passed into the flow to get the current messaging session record. 1. In the Data Source section, select **Salesforce Object**. 2. From the Object dropdown list, select **Messaging Session**. 3. From the Condition Requirements dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get a messaging session record if its ID is equal to the value stored in the routableId variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 11. In the Update Messaging Session element, update the current messaging session record with the related contact record's contact ID, full name, and related account ID. 1. In the How to Find Records to Update and Set Their Values section, select **Specify conditions to identify records, and set fields individually**. 2. From the Object dropdown list, select **Messaging User**. 3. From the Condition Requirements to Update Records dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get the messaging user record if its ID is equal to the related messaging user ID of the record stored in the Messaging Session from Get Messaging Session record variable. 5. In the Set Field Values for the Messaging User Records section, set the AccountId field value to the ID of the account related to the record stored in the Contact from Get Contact record variable. Set the ContactId field value to the value stored in the Contact ID field of the Contact from Get Contact record variable. Set the Name field value to the value stored in the Full Name field of the Contact from Get Contact record variable. 12. Activate the flow. ## Update Omni-Channel Flow for Embedded Messaging Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and add the autolaunched flow as a subflow. 1. From Setup, in the Quick Find box, enter **Flows**, and select **Flows**. 2. From the list, find and select your previous Omni-Channel flow. 3. Add a Subflow element after Start, and select the autolaunched flow that you previously created. 4. Specify the label, API name, and description. 5. Set input values for the autolaunched flow by passing the userID and recordID variable values from the Omni-Channel flow. 6. Activate the flow. With this flow, a service representative sees the alumnus' account ID, contact ID, and full name in the messaging session record. The incoming chat notification shows the alumnus' name. <!-- document id=1a945257ecef61463ccaac21ea85ef6463e4d5cee96ae2c22ce0a59cbaacfba0 url=/admin/current/en-us/service/264-0-0/es_update_messaging_session_with_contact_details.md --> # Update Messaging Session with Employee Details When an employee contacts a service representative through chat, the service representative receives an incoming chat notification in HR Service Console. To show the name of the employee in the notification, the messaging session record must contain the employee's account ID, contact ID, and full name. To update the messaging session record with these details, create an autolaunched flow and update the Omni-Channel flow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d99874e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99874e55 ">To open, edit, or create a flow in Flow Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99874e55 ">Manage Flow</td> </tr> </tbody> </table> ## Create Autolaunched Flow to Update Messaging Session Record 1. From Setup, in the Quick Find box, enter Flows, and select **Flows**. 2. Create a **New Flow**. 3. Select **Start From Scratch**, and click **Next**. 4. Select **Autolaunched Flow (No Trigger)**, and click **Create**. 5. From the **Manager** tab in Toolbox, create these input variables: userId and routableId. The userId variable stores the user ID passed into the flow. The routableId stores the routable ID of messaging session record of the current messaging session. 6. Add these Get Record elements to the flow: Get User, Get Contact, and Get Messaging Session. 7. Add an Update Records element called Update Messaging Session. 8. In the Get User element, use the user ID passed into the flow to get the employee's user record. 1. In the Data Source section, select **Salesforce Object**. 2. From the Object dropdown list, select **User**. 3. From the Condition Requirements dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get a user record if the user ID is equal to the value stored in the userId variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 9. In the Get Contact element, use the user record received from the Get User element to get the related contact record. 1. In the Data Source section, select **Salesforce Object**. 2. Select **Contact** in the Object dropdown list. 3. Select **All Conditions Are Met (AND)** in the Condition Requirements dropdown list. 4. Add a condition to get the related contact record if the contact ID is equal to the related contact ID of the user record stored in the User from Get User record variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 10. In the Get Messaging Session element, use the routableID passed into the flow to get the current messaging session record. 1. In the Data Source section, select **Salesforce Object**. 2. From the Object dropdown list, select **Messaging Session**. 3. From the Condition Requirements dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get a messaging session record if its ID is equal to the value stored in the routableId variable. 5. In the How Many Records to Store section, select **Only the first record.** 6. In the How to Store Record Data section, select **Automatically store all fields**. 11. In the Update Messaging Session element, update the current messaging session record with the related contact record's contact ID, full name, and related account ID. 1. In the How to Find Records to Update and Set Their Values section, select **Specify conditions to identify records, and set fields individually**. 2. From the Object dropdown list, select **Messaging User**. 3. From the Condition Requirements to Update Records dropdown list, select **All Conditions Are Met (AND)**. 4. Add a condition to get the messaging user record if its ID is equal to the related messaging user ID of the record stored in the Messaging Session from Get Messaging Session record variable. 5. In the Set Field Values for the Messaging User Records section, set the AccountId field value to the ID of the account related to the record stored in the Contact from Get Contact record variable. Set the ContactId field value to the value stored in the Contact ID field of the Contact from Get Contact record variable. Set the Name field value to the value stored in the Full Name field of the Contact from Get Contact record variable. 12. Activate the flow. ## Update Omni-Channel Flow for Embedded Messaging Return to the Omni-Channel flow that you created when you prepared a Salesforce org, and add the autolaunched flow as a subflow. 1. From Setup, in the Quick Find box, enter **Flows**, and select **Flows**. 2. From the list, find and select your previous Omni-Channel flow. 3. Add a Subflow element after Start, and select the autolaunched flow that you previously created. 4. Specify the label, API name, and description. 5. Set input values for the autolaunched flow by passing the userID and recordID variable values from the Omni-Channel flow. 6. Activate the flow. With this flow, a service representative sees the employee's account ID, contact ID, and full name in the messaging session record. The incoming chat notification shows the employee's name. <!-- document id=4e5542b429a476b718eed74b1208c9db1e6c57d6be5a14f3230aa6eb4409d308 url=/admin/current/en-us/service/264-0-0/cases_massaction.md --> # Update Multiple Cases From any case list page, administrators can “mass update” multiple cases at once. From any queue list view, users can take ownership of one or more cases if they are a member of that queue, if they are higher in the role or territory hierarchy than a queue member, or if the organization’s default sharing for cases is Public Read/Write/Transfer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d99296e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99296e55 ">To change case owner:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99296e55 "> <p>Transfer Cases OR Transfer Record</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99296e55 ">To close and change the status of cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99296e55 ">Manage Cases</td> </tr> </tbody> </table> Check the boxes next to the desired cases and click the appropriate button. The following actions are possible: - **Accept**—Assigns you as the owner of the selected cases in a queue list view. Any attached open activities are transferred to you as well. In organizations that do not have the Public Read/Write/Transfer sharing model for cases, you can take cases only from queues of which you are a member or if you are higher in the role hierarchy than a queue member. - **Change Owner**—Assigns the cases to the one user or queue you specify. Any attached open activities are transferred to the new owner as well. When putting cases in a queue, the open activities are not transferred. In addition to the required user permissions for this feature, you must have read sharing access to the cases you are updating. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When the selected Case records use multiple record types, the "Change Status" page shows the available Status values associated with the logged-in User's default Case record type. When using a single record type, the "Change Status" page shows values associated with that record type and its Support Process. When you change case ownership, any associated open activities assigned to the current case owner are transferred to the new owner. - **Close**—[Closes the selected cases](https://help.salesforce.com/s/articleView?id=service.closing_cases.htm&release=264.0.0&type=5 "After you solve a customer’s case, you can close it from a few locations and create a solution or article to help solve similar cases.") using the values you specify. You can set a common Status and Reason and add any comments. You must have the “Manage Cases” permission and read/write sharing access to the cases to use this feature. - **Change Status**—Changes the Status of the cases to the value you set. You must have the “Manage Cases” permission and read/write sharing access to the cases to use this feature. #### See Also - [Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.") <!-- document id=7bfed3f53a14f625e5a9637793376320402cc3ecd8c690790efd649a78b0f741 url=/admin/current/en-us/service/264-0-0/hr_svc_update_perf_goals.md --> # Update Performance Goals Deploy this template to provide employees with a standardized way to update existing performance goals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Goal ID, Subject, Case Origin, Title, Due Date, Started With Employee IDs, Description, Completion Date, Percent Complete. ## Fulfillment and Integration This template includes preconfigured integration through the BambooHR connector for intake and/or fulfillment tracking. Custom logic, routing, or approvals can be managed using Flow Builder. <!-- document id=57f405fd624149153dadf2f229dc9171dcb42f028ccdc0aed49574e11f4adae1 url=/admin/current/en-us/service/264-0-0/bots_service_new_bot.md --> # Update the Bot Overview Page The Bot Overview Page defines important bot settings such as channels, profiles, and logging conversations. Get acquainted with the page to customize your bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86802e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86802e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86802e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Each bot includes a Bot Overview page, which defines all settings for the bot. You can update the name and language of your bot, add channels, or define settings such as logging conversations. Any changes made on this page affect your entire bot. ![Bot overview page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_overview_page.png) 1. From the Einstein Bot setup page, click the name of your bot to launch the Bot Builder. 2. To access the Bot Overview page, select the Overview menu. - **[View and Edit Your Bot’s Name and Description](https://help.salesforce.com/s/articleView?id=service.bots_service_edit_bot_name.htm&release=264.0.0&type=5)** When you create a new bot, you give it a name and an optional description that’s not visible to customers. These details can be changed. - **[Add a Custom Bot User](https://help.salesforce.com/s/articleView?id=service.bots_service_add_profile.htm&release=264.0.0&type=5)** Expand a bot’s capabilities with a Custom Chatbot User. By default, each bot is assigned to the Basic Chatbot User. If you want a bot to use features or objects that require additional permissions, assign it to a custom user. - **[Log Conversations in Bot Event Logs](https://help.salesforce.com/s/articleView?id=service.bots_service_log_conversations.htm&release=264.0.0&type=5)** Use the Log Conversations setting to store conversation data from the Chat Transcript and Messaging Session objects in event logs. Then dig into bot sessions to troubleshoot your bot. - **[Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5)** Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog. <!-- document id=52c128bbd2096d079ae3ebbfd7b57aed4ccf39fb185eddd4b2f0b11e946a60b8 url=/admin/current/en-us/service/264-0-0/csi_update_vad_perms.md --> # Update the Data Cloud Connector Permissions in Customer Signals Intelligence To ingest objects and fields into Data 360, update the Data Cloud Connector permission set in your org . ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Data 360, and the Customer Signals Intelligence add-on</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d2765e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d2765e74 ">To enable Customer Signals Intelligence:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d2765e74 "> <p style="margin-bottom:0;">Data Cloud Admin permission set</p> </td> </tr> </tbody> </table> 1. From Setup, in the Quick Find box, enter users, and then select **Permission Sets**. 2. Click **Data Cloud Salesforce Connector**. 3. Select **System Permissions**. 4. Click **Edit**. 5. Search for **Enable Chatter** and enable it. 6. Open **Object Settings**. ![Open object settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_object_settings.png) 7. Select the object that you want to ingest into Data 360. 8. To change the object permissions, click **Edit**. 9. Click **Edit**. 10. Enable View All Records permissions for these objects ensuring Read Access for each field: - Account - Contact - Lead - User - Case - Surveys - Surveys Response - Messaging Sessions - Messaging Users - Product2 - Customer Experience Intelligence Transformer Setups - CustIntelligenceJourneyStg <!-- document id=ed4979a0e9b696c96bb4109aabb25f7dc70e6a22ebba68186659876f12d11be7 url=/admin/current/en-us/service/264-0-0/ifs_update_data_cloud_connector_permission_set.md --> # Update the Data Cloud Salesforce Connector Permission Set Update the Data Cloud Salesforce permission set to enable Service object settings and system permissions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Service object settings and system permissions may already be enabled, making these steps a checklist to ensure the Data Cloud Salesforce Connector is set up correctly. 1. From Setup, in the Quick Find box, enter users, and then select **Permission Sets**. 2. Click **Data Cloud Salesforce Connector**. 3. Select **Object Settings**. 4. Click **Cases** and then click **Edit**. 5. For Business Hours and Closed When Created, select **Read Access** and save. 6. Click **Object Settings** and select **Survey Subjects** 7. Click **Edit**. 8. Under Object Permissions, select **View All Records**, and save. 9. Click **Permission Set Overview** and select **System Permissions**. 10. Click **Edit**, select **View Roles and Role Hierarchy**, and save. <!-- document id=f5a2f386f3603c3cfc75ae8254bfdc3594435df9e0d89f14c29190fcc0f46df6 url=/admin/current/en-us/service/264-0-0/service_insights_update_data_cloud_connector_permission_set.md --> # Update the Data Cloud Salesforce Connector Permission Set Update the Data Cloud Salesforce Permission Set to enable Service object settings and system permissions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The Service object settings and system permissions may already be enabled, making these steps a checklist to ensure the Data Cloud Salesforce Connector is set up correctly. 1. From Setup, in the Quick Find box, enter users, and then select **Permission Sets**. 2. Click **Data Cloud Salesforce Connector**. 3. Select **Object Settings**. 4. Click **Cases** and then click **Edit**. 5. For Business Hours and Closed When Created, select **Read Access** and save. 6. Click **Object Settings** and select **Survey Subjects** 7. Click **Edit**. 8. Under Object Permissions, select **View All Records**, and save. 9. Click **Permission Set Overview** and select **System Permissions**. 10. Click **Edit**, select **View Roles and Role Hierarchy**, and save. <!-- document id=a289a7cf1de00b96d2f8da8db3339a16d08dfd857e91cf5e0964427a61ee1715 url=/admin/current/en-us/service/264-0-0/service_intelligence_update_data_cloud_connector_permission_set.md --> # Update the Data Cloud Salesforce Connector Permission Set Update the Data Cloud Salesforce Permission Set to enable object settings and system permissions for Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The following object settings and system permissions may already be enabled, making these steps a checklist to ensure the Data Cloud Salesforce Connector is set up correctly. 1. From Setup, in the Quick Find box, enter users, and then select **Permission Sets**. 2. Click **Data Cloud Salesforce Connector**. 3. Select **Object Settings**. 4. Click **Cases** and then click **Edit**. 5. For Business Hours and Closed When Created, select **Read Access** and save. 6. Click **Object Settings** and select **Survey Subjects** 7. Click **Edit**. 8. Under Object Permissions, select **View All Records**, and save. 9. Click **Permission Set Overview** and select **System Permissions**. 10. Click **Edit**, select **View Roles and Role Hierarchy**, and save. <!-- document id=3c4e89ea1bf7e5809375ddd8ad933d11447d01e682122681f61b2e727c14d516 url=/admin/current/en-us/service/264-0-0/voice_update_key_pair.md --> # Update the Key Pair for Your Contact Center Voice uses public-private key pairs to authenticate the telephony service request between Amazon Web Services and Salesforce. If a key pair expires, then your contact center can’t connect to the service, and customer calls go unanswered. Update your key pair before it expires. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Key pairs expire after one year for security reasons. Salesforce shows a reminder notification in the Service Console 30 days before the key pair expires, five days before it expires, and after it expires. To see when the key pair expires, go to the Amazon Contact Centers page in Setup or to the Contact Center detail page. When you update your contact center, the key pair is also updated. Update the contact center during scheduled maintenance or off-peak hours to avoid any disruptions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Orgs that were created before Spring ’21 must install the latest version of the contact center. Otherwise, the **Update Key Pair** button isn’t available. For Service Cloud Voice with Partner Telephony from Amazon Connect, if you create a contact center using an import.xml file, you must add the reqUpdateCredential attribute for the **Update Key** button to be available. For more information on the attributes, see [Prepare Contact Center Definition File](https://help.salesforce.com/s/articleView?id=service.voice_flex_ccd.htm&type=5&language=en_US). 1. From Setup, enter Amazon Contact Centers in the Quick Find box, then select **Amazon Contact Centers**. 2. In the actions menu next to your contact center, click **Update Key**. A window opens asking you to confirm your selection. You also can update the key pair on the Contact Center detail page. 3. To confirm that you want to install the updates, click **Update Key**. The key pair is updated. You can manually save your keys if your contact center definition file doesn’t contain the reqUpdateCredential attribute. For details, see [Create Contact Center Connectivity from Lambda Function](https://help.salesforce.com/s/articleView?id=service.voice_flex_cc_lambda.htm&type=5&language=en_US). <!-- document id=40e5cfd5b55a121707ed1edaf405d16656dc25c488f8534067cb52594658c7b9 url=/admin/current/en-us/service/264-0-0/customizesupport_email_thread_update.md --> # Update to Lightning Threading for Email-to-Case Lightning threading is a secure method used by Email-to-Case to associate emails with related cases. To switch to Lightning threading from Ref ID threading, you’ll enable a release update, update your Email-to-Case settings, and update any email templates and custom code that rely on older threading methods. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col> <col> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122790e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">To view release updates: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">To enable or disable release updates: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">Manage Release Updates OR Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">To enable and set up Email-to-Case: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">To edit public email templates:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">Modify All Data, Manage Public Lightning Email Templates permission, or template ownership</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">To define, edit, and delete Apex classes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122790e61 ">Author Apex</td> </tr> </tbody> </table> We recommend first following these steps in your sandbox, and then repeating them in production. If you like learning via audio, this podcast-style audio tour explains how email threading works in Salesforce and how to upgrade to Lightning threading: [Audio Tour: Email-to-Case Threading](https://salesforce.vidyard.com/watch/aBju1pKBb112SRJAkHTEaY). The audio features an AI-generated conversation between two Salesforce admins. ## Step 1: Enable the Release Update First, make the official change to switch to Lightning threading. When taking this step in production, do so outside of business hours to minimize disruption to users and test the change in your sandbox first. 1. In Setup, enter Release Updates in the Quick Find box, and then select **Release Updates**. 2. On the update named Disable Ref ID and Switch to Lightning Threading, click **Get Started** and install the release update. If you don’t see this release update, you’re not using Ref ID threading and can skip to Step 2. ## Step 2: Update Your Email-to-Case Settings Turn on key settings in Setup related to threading. 1. From Setup, enter Email-to-Case in the Quick Find box, and then select **Email-to-Case**. 2. Verify that these settings are selected: 1. **Use email headers for threading**: Turns on the header-based component of Lightning threading. 2. **Insert email threading token in email subject**, **Insert email threading token in email body**, or both: Turns on the token-based component of Lightning threading. 3. Save your changes. ## Step 3: Update Your Email Templates To ensure that incoming emails are associated with the right case, check your email templates for the Case Thread ID merge field. This merge field relies on the Ref ID threading method and doesn’t work with Lightning threading. 1. From the App Launcher, go to the **Email Templates** tab. 2. Search the body and subject of each email template for the {{{Case.Thread\_Id}}} merge field. 3. If you find the merge field, remove it. Here’s an example of a template that contains it. ![Email template with Case Thread ID merge field shown in email body](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/email/email_merge_field_remove.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If you chose not to select the settings in Step 2: Update Your Email-to-Case Settings, you can replace the {{{Case.Thread\_Id}}} merge field in your templates with the {{{Case.Thread\_Token}}} merge field. Using merge fields to add threading tokens to emails is a manual alternative to the Lightning threading settings in Setup. ## Step 4: Update Your Custom Code If you have custom code that depends on the Ref ID threading behavior, update it to add support for Lightning threading. 1. From Setup, enter Apex Classes in the Quick Find box, and then select **Apex Classes**. 2. Click **Compile all classes**. If any Apex classes fail as a result of the update, the failures appear. 3. Update any failed Apex classes to remove references to Ref ID threading. 1. Remove references to the deprecated Apex method getCaseIdFromEmailThreadId. 2. For incoming emails, include the [EmailMessages.getRecordIdFromEmail](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_EmailMessages_getRecordIdFromEmail.htm) or [Cases.getCaseIdFromEmailHeaders](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_Cases_getCaseIdFromEmailHeaders.htm) methods to retrieve the Case ID from email tokens or email headers, respectively. The method documentation includes code samples. 3. For outgoing emails, use the [EmailMessages.getFormattedThreadingToken](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_EmailMessages_getFormattedThreadingToken.htm) or [Cases.generateThreadingMessageId](https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_System_Cases_generateThreadingMessageId.htm) methods to include a threading token or email header-based threading information, respectively, in outgoing emails. Email-to-Case can then thread replies to the right cases. After the release update is enabled, incoming emails are matched to cases using tokens rather than Ref IDs in the email subject or body. If no matching case is found, email header-based threading is used. Outgoing emails no longer contain a Ref ID, and emails continue to thread to existing cases using header-based threading, providing a smooth transition. <!-- document id=e5769b1ea059b5d766889ec0af7e45d216ed431121c948a685fd79002d97c2b3 url=/admin/current/en-us/service/264-0-0/workforce_engagement_install_analytics_app.md --> # Update Your Analytics App The Workforce Engagement Analytics App provides dashboards and reports for workforce planning and adherence tracking. Install the app during initial setup and update it periodically to access the latest features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> When the Analytics App is out of date, an alert appears on the Analytics Dashboard page with this message: `”Update the Workforce Engagement Management App to the latest template version.”` You can reinstall the Analytics App by completing these steps. 1. From Setup, in the Quick Find box, enter Workforce Engagement Management, and select **Getting Started**. If the installed version of the Analytics App isn’t the latest version, a notification displays that the app is out of date. 2. To get the most up-to-date Analytics app, click **Reinstall** or **Update**, depending on which version of the app you’re running. 3. Click **Refresh**. <!-- document id=1f84bf6b7da90616fdadf6c7c689da9931836e405e191106135ac7657de00b6b url=/admin/current/en-us/service/264-0-0/voice_intelligence_contact_center_update.md --> # Update Your Contact Center Upgrade your Amazon contact center to at least version 10.0. This version includes a Lambda function enhancement that processes rules and intelligence signals from Amazon Connect Contact Lens. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <!-- document id=693951da292c79ec8bf40ba85bc39a9a2f72c753a8e1f6377dcacc05e8eb2a23 url=/admin/current/en-us/service/264-0-0/voice_update_cc.md --> # Update Your Contact Center To access the latest functionality, install an updated version of your Service Cloud Voice contact center. When an update is available, you see a notification when you log in to Salesforce and go to the Amazon Contact Centers page in Setup. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14935e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14935e70 ">To view the Amazon Contact Centers page: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14935e70 ">Customize Application AND Manage Call Centers</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14935e70 ">To create and manage a contact center:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14935e70 ">Salesforce Voice Contact Center Admin</td> </tr> </tbody> </table> Salesforce occasionally adds AWS Lambda functions, makes improvements to the Lambda functions, AWS identity, access management roles (IAM) and policies, and adds and updates packaged AWS contact flows for Salesforce Voice. Salesforce can also improve security and enable new features for contact centers. To see what’s included in the update, click **Learn More** in the notification on the Amazon Contact Centers page in Setup. Updating is optional but highly recommended. When you create a contact center, it automatically installs the latest version. When you update your contact center, the key pair is updated and, if available, we install new contact flows. If updated versions of the packaged contact flows are available, we don’t install or overwrite your existing contact flows. To get the latest versions of these contact flows, import them into Amazon Connect from our [GitHub repository](https://github.com/service-cloud-voice/examples-from-doc). Review these considerations before you update your contact center.  - The update is optional but strongly recommended. - Installing the update overwrites the Lambda functions that Salesforce provides and the environmental variables that you set for your Lambda functions. The new version of each Lambda function works by default. However, if you previously customized your Lambda functions, you must apply those changes again. - Users can continue to work during the update. - The update usually takes a few minutes. If using Salesforce Voice with Partner Telephony from Amazon Connect, apply the latest provisioning policy to your existing IAM role to grant the required permissions. If you don’t update the policy beforehand, the update can fail. To apply the latest policy, edit the existing inline policy. - In the navigation pane of the AWS Management Console, choose **Roles**. - Choose the name of the IAM role, and then choose the Permissions tab and expand the policy. - Select **Edit Policy**. - Enter the updated policy in the JSON text box. You can find the latest inline policy here: [https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam\_policies/SCVProvisioningPolicy.json](https://github.com/service-cloud-voice/examples-from-doc/blob/main/iam_policies/SCVProvisioningPolicy.json) - In the policy, replace all instances of `<AWS_ACCOUNT_ID>` with your AWS account ID. - If needed, resolve any security warnings, errors, or general warnings generated during policy validation, and then choose **Next**. - To save your changes without affecting the currently attached entities, clear the check box for Save as default version. - On the Review page, review the policy summary and then click **Save changes**. Additionally, if you use an IAM permissions boundary for provisioning roles, make sure to update the boundary to match the updated provisioning role. 1. From Setup, enter Amazon Contact Centers in the Quick Find box, then select **Amazon Contact Centers**. For Salesforce Voice with Partner Telephony from Amazon Connect, enter and select **Partner Telephony Contact Centers**. 2. In the actions menu next to your contact center, click **Install Updates**. A window opens asking you to confirm your selection. You can also install the update on the Contact Center Details page. 3. To confirm that you want to install the updates, click **Install Updates**. The updated contact center and key pair are installed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note After every contact center update, if you don't want to continue CloudTrail logging, you must disable CloudTrail. Otherwise, the CloudTrail logging causes additional costs in billing. - **[Manage Contact Center Updates](https://help.salesforce.com/s/articleView?id=service.voice_cc_updates.htm&release=264.0.0&type=5)** Salesforce periodically updates the Lambda functions and sample contact flows, makes improvements to AWS identity and access management roles (IAM roles) policies, enhances security, and enables new features in Salesforce Voice. To get the latest changes, update your Salesforce Voice contact center. #### See Also - [_Salesforce Voice with Telephony Providers Implementation Guide_: Using Service Cloud Voice Contact Flows](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_contact_flows.htm) - [_Amazon Documentation_: Editing IAM policies](https://docs.aws.amazon.com/IAM/latest/UserGuide/access_policies_manage-edit.html) <!-- document id=f43b5ef336041625e3efc02a5128c697b57ba928610fc90413fe26be4e5c4e52 url=/admin/current/en-us/service/264-0-0/cc_service_pause.md --> # Update Your Einstein Classification Model Update an active Einstein classification model to add or remove fields, change which cases it applies to, or adjust field prediction settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97662e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e58 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e58 "> <p>View Setup</p> <p>AND</p> <p>Customize Application</p> <p>AND</p> <p>Manage Profiles and Permission Sets</p> <p>AND</p> <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p> </td> </tr> </tbody> </table> ![Model details page with the setup tab, pause button and action menu highlighted.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_update_model.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:66.66666666666666%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d97662e120">to...</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d97662e123">Follow these steps</th> </tr> </thead> <tbody> <tr class=""> <td data-label="to..." class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d97662e120 ">Pause and reactivate predictions.</td> <td data-label="Follow these steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e123 "> <ol> <li>Select <strong class="uicontrol">Pause</strong> (1).When a model is paused, service reps don’t see its predictions on cases in the console. </li> <li>To resume predictions, Select <strong class="uicontrol">Activate</strong>. </li> </ol> </td> </tr> <tr class=""> <td data-label="to..." class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d97662e120 ">Turn on predictions for a new field.</td> <td data-label="Follow these steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e123 "> <ol> <li>Select <strong class="uicontrol">Pause</strong> (1).</li> <li>Under Configure Data, select <strong class="uicontrol">Edit</strong>.</li> <li>Go through the steps. When you reach the step to add fields, select any that you want to add.</li> <li>Select <strong class="uicontrol">Next</strong> and then <strong class="uicontrol">Finish</strong>. Rebuild and reactivate the model to show predictions on the fields you added.</li> </ol> </td> </tr> <tr class=""> <td data-label="to..." class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d97662e120 ">Turn off predictions for a field.</td> <td data-label="Follow these steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e123 "> <ol> <li>In the field’s action menu, select <strong class="uicontrol">Remove</strong> (2).</li> <li>Rebuild and reactivate the model. If it’s part of another active model, your service reps still see predictions on the field that you removed.</li> </ol> <p style="margin-bottom:0;">If a model has only one field, removing the field deletes the model. If a model has multiple fields, removing one deactivates the model. </p> </td> </tr> <tr class=""> <td data-label="to..." class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d97662e120 ">Change a field’s prediction settings.</td> <td data-label="Follow these steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e123 "> <p style="margin-bottom:0;">See <a href="https://help.salesforce.com/s/articleView?id=service.cc_service_populate.htm&release=264.0.0&type=5" title="After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically.">Configure Automated Field Predictions</a>.</p> </td> </tr> <tr class=""> <td data-label="to..." class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d97662e120 ">Change which cases receive predictions or which cases Einstein learns from.</td> <td data-label="Follow these steps" class="slds-cell-wrap" style="vertical-align:top;" headers="d97662e123 "> <p>Einstein makes predictions only on cases that match your model’s segment criteria. If you don’t define a segment, Einstein makes predictions on all new cases. Defining example cases doesn’t affect which cases get predictions.</p> <ol> <li>Select <strong class="uicontrol">Pause</strong> (1).</li> <li>Under Configure Data, select <strong class="uicontrol">Edit</strong>.</li> <li>To show predictions on all new cases, select <strong class="uicontrol">Yes, use all case data</strong>. To show predictions on only some cases, select <strong class="uicontrol">No, focus on a segment (advanced option)</strong>, and then enter your filter criteria. Your segment criteria also limits which cases Einstein learns from.</li> <li>Go through the remaining steps, and then rebuild and reactivate the model. When the model is active again, service reps see predictions only on the cases that match your filter criteria.</li> </ol> </td> </tr> </tbody> </table> <!-- document id=d7984a0da58fbecf6c13a44e2223eb52cad15f0ac237c21481e1db3a96200c69 url=/admin/current/en-us/service/264-0-0/miaw_enhanced_domains_1.md --> # Update Your Enhanced Web Chat Deployment After Upgrading to Enhanced Domains To ensure that your Enhanced Web Chat deployment remains active after you enable enhanced domains, republish your deployment. If you use Enhanced Web Chat in an Experience Builder site, update your allowlisted URLs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_enhanced_domains_1__d1056e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_enhanced_domains_1__d1056e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d149359e100">User Permissions</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 ">To set up this feature:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 "> <p>Customize Application </p> <p style="margin-bottom:0;">AND Modify Metadata Through Metadata API Functions</p> </td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 ">To modify permission sets and profiles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 ">Manage Profiles and Permission Sets</td> </tr> <tr class=""> <td data-label="User Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 ">To add the Embedded Messaging component to an Experience Builder site:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d149359e100 ">Create and Setup Experiences</td> </tr> </tbody> </table> In Winter ’24, all orgs get enhanced domains and the feature can’t be disabled. For more information, see [Enhanced Domains Timeline](https://help.salesforce.com/s/articleView?id=xcloud.domain_name_enhanced_timeline.htm&type=5&language=en_US). After enhanced domains are deployed, an Enhanced Web Chat deployment that was previously published no longer appears to your customer. Admins must take additional steps to republish all pre-existing deployments. These steps differ between messaging that’s embedded in a third-party website and messaging that’s embedded in an Experience Builder site. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note A new Enhanced Web Chat deployment that is published for the first time after the upgrade to enhanced domains go live to customers. No additional steps are required. ## Republish Your Website After Upgrading to Enhanced Domains After upgrading to enhanced domains, republish any Enhanced Web Chat deployments that are live in your website. Take these steps if you meet this criteria. - You enabled enhanced domains, or Salesforce enforced enhanced domains in your org. - Your website site had a published Enhanced Web Chat deployment before enhanced domains were enabled. 1. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then click **Embedded Service Deployments**. 2. Click the edit button to the right of your deployment, and then select **View**. 3. Click **Publish**. ## Republish Your Experience Builder Site After Upgrading to Enhanced Domains After upgrading to enhanced domains, republish any Enhanced Web Chat deployments that were live in your Experience Builder site. Take these steps if you meet the following criteria: - Your Salesforce org was upgraded to enhanced domains. - Your Experience Builder site had a published Enhanced Web Chat deployment before the upgrade to enhanced domains. 1. Update the Experience Builder to use the new enhanced domain. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites.** 2. Click the **Builder** link for your site. 3. Click **Page Structure**, and then select **Embedded Messaging** from the dropdown. 4. Select the URL presented in the Enhanced Service URL dropdown, and then select the URL presented in the Site Endpoint dropdown. 2. Add the new enhanced service URL to the Trusted URLs list in Setup. 1. In Experience Builder, highlight and copy the enhanced service URL from the Enhanced Service URL dropdown. If it’s difficult due to URL length, copy it from the code snippet in the Embedded Service Deployments Settings page for your Enhanced Web Chat deployment. 2. From Setup, in the Quick Find box, enter Trusted URLs, and then select **Trusted URLs**. 3. Click **New Trusted URL**. 4. Name it, and then paste the copied URL into the URL field. 5. Select **connect-src (scripts)**. 6. Save your changes. 3. Add the new enhanced service URL to the Trusted URLs list for your Experience Builder site. 1. In Experience Builder, click **Settings**. 2. Select **Security & Privacy**. 3. Click **\+ Add Trusted Site**. 4. Name it, and again paste your enhanced service URL into the URL field. 5. Click **Add Site**. 4. Republish your Experience Builder site. 1. From Setup, in the Quick Find box, enter All Sites, and then select **All Sites**. 2. Click the **Builder** link for your site. 3. Click **Publish**, and then click the second **Publish** button that appears in the pop-up. 5. Update your embedded service deployment to use the new enhanced domain. 1. Return to the All Sites landing page, and copy the domain portion of the URL for your site. 2. From Setup, in the Quick Find box, enter Embedded Service Deployments, and then click **Embedded Service Deployments**. 3. Click the edit button to the right of your deployment, and then select **Edit**. 4. Paste the domain you just copied into the Domain field, and then save your changes. 6. Republish your embedded service deployment. 1. Click the edit button to the right of your deployment, and then select **View**. 2. Click **Publish**. 7. Add the new enhanced domain to your CORS allowlist. 1. From Setup, in the Quick Find box, enter cors, and then click **CORS**. 2. Click **New**. 3. Paste the domain that you previously copied into the Origin URL Pattern field, and then save your changes. <!-- document id=2bb3e9729dbdbbb598bd9cb265afd359d1a6f1ae0cff70e7b1a658ef5091f6d2 url=/admin/current/en-us/service/264-0-0/entitlements_versioning_overview.md --> # Updating an Entitlement Process Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use entitlement versioning if: - You want to make several versions of an entitlement process that have minor differences - You want to update an entitlement process to reflect changes in your business processes You might find that an entitlement process needs to be updated seasonally, or that you need to roll back to a previous version. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create multiple versions of entitlement processes, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup. When you create versions of entitlement processes with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with. When you create a new version of an entitlement process, you can change any of the following: - Name - Description - Whether the process is active - Whether the version is the default - Entry criteria - Exit criteria You can also add notes about the version. This makes it easy to differentiate between multiple versions of the same process, especially if they have the same name. On new versions of entitlement processes that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones. Once you create a new version of an entitlement process, you can choose to apply it to all entitlements and support records assigned to the previously used version, or only to new entitlements and support records. All versions of an entitlement process must be the same type: Case or Work Order. #### See Also - [Create a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.") - [Use a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5 "After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.") <!-- document id=13c40e5eca5a79db9a87345f310f3230feb8f49703fd9bfb3a3e2377c0420730 url=/admin/current/en-us/service/264-0-0/sla_versioning_overview.md --> # Updating an SLA Policy Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use entitlement versioning if: You might find that an SLA policy needs to be updated seasonally, or that you need to roll back to a previous version. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create multiple versions of SLA policies, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup. When you create versions of SLA policies with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with. - You want to make several versions of an SLA policy that have minor differences - You want to update an SLA policy to reflect changes in your business processes When you create a new version of an SLA policy, you can change any of the following: - Name - Description - Whether the process is active - Whether the version is the default - Entry criteria - Exit criteria You can also add notes about the version. This makes it easy to differentiate between multiple versions of the same process, especially if they have the same name. On new versions of SLA policies that are currently in use, you can add new milestones, but you can’t edit existing ones. On new versions of processes that aren’t currently in use, you can both add new milestones and edit existing ones. After you create a version of an SLA policy, you can choose to activate it. Activating a version makes it the default, and all existing and new entitlements and support records start using this default version. All versions of an SLA policy must be the same type: Case or Work Order <!-- document id=6f896b2c6e0639108aad9e36cd697653c63b66fb8c884e106b09ea59b936d658 url=/admin/current/en-us/service/264-0-0/bots_service_asa_create.md --> # Upgrade an Einstein Bot to an Agentforce Service Agent Use the Upgrade Agent tool on Agentforce Labs to convert an Einstein Bot to a new Agentforce Service Agent. The tool creates the new agent separately, so your existing bot remains available while you review and configure the new agent. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To use enhanced Messaging channels with AI agents, <a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">see required editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d84249e84">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84249e84 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84249e84 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d84249e84 ">To build and manage Agentforce Service agents:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d84249e84 "> <p>Manage Agentforce Service Agents AND Manage AI Agents AND Agentforce Default Admin</p> <p>OR</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> The Upgrade Agent tool is available on [Agentforce Labs](https://labs.agentforce.com/upgrade-agent) or through Claude Code. Choose the path that works best for your workflow. #### See Also - [Get to Know Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_about.htm&release=264.0.0&type=5 "Agentforce Service Agent autonomously handles service tasks and customer interactions. Learn about it and the features it leverages.") - [Manage Agent Settings](https://help.salesforce.com/s/articleView?id=sf.copilot_setup_settings.htm&language=en_US) - [How the Upgrade Agent Tool Works](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_how_it_works.htm&language=en_US) - [Customize Your Agents with Subagents and Actions](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_actions.htm&language=en_US) - [Permission Set Licenses](https://help.salesforce.com/s/articleView?id=platform.users_permissionset_licenses_overview.htm&language=en_US) ## Upgrade a Bot Using the Upgrade Agent Tool 1. Go to [Agentforce Labs](https://labs.agentforce.com/upgrade-agent). Alternatively, click the **+** icon and select the bot package zip as input. However, you must still connect an org before you begin the upgrade, since the tool deploys the upgraded agent directly to the connected org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If you attach a bot package and also select a bot from a connected org, the Upgrade Agent tool upgrades the attached bot package and ignores the selected bot. 2. Click **Connect another org**. ![Connect another org](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_asa_create_select_org.png) 3. Click **\+ Add an org**. Only production orgs can be added using this method. For sandbox orgs, use the Manually connect option in the next step. 4. Click **Manually connect**. ![Add an org](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_asa_create_add_org.png) 5. Click **Connect Production Org** or **Connect Sandbox org**. 6. Optionally, use a custom domain. Enter your login domain and click **Connect**. ![Manually connect an org](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_asa_create_manually_connect.png) To connect to an internal orgfarm sandbox org, click **Add an org** > **Connect existing orgs**. This shows all internal orgs that you own. Some internal sandbox orgs can't be connected. 7. Once the org is connected, click **Pick a bot**. The tool displays all bots and versions from your org. ![Pick a bot](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_asa_create_pick_bot.png) 8. Select the bot you want to convert. 9. Select **Coding agent in browser** to run the conversion directly in the web tool without additional setup for conversion. ![Select a coding agent](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_asa_create_select_agent.png) The tool supports multiple coding agents including Coding agent in browser (default), Claude Code, Cursor, Windsurf, and others. 10. Click **Convert with Labs Agent** to start the upgrade. The Labs Agent session opens and displays the upgrade command. 11. Press **Enter** to run the command with the default upgrade prompt. The session shows the upgrade's progress. The upgrade is complete when the session displays a message confirming that the run is complete. 12. Go to [Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_parent_configure.htm&type=5&language=en_US) to review, test, and activate the upgraded agent. Your Einstein Bot keeps running as is. The upgrade doesn't affect it or activate the new agent automatically. ## Upgrade a Bot Using Claude Code 1. Before using the Claude Code skill, verify that the Salesforce CLI is installed. In your terminal, run sf --version. If the CLI isn’t installed or is older than version 2.0.0, install or update it from [https://developer.salesforce.com/tools/salesforcecli](https://developer.salesforce.com/tools/salesforcecli). 2. If you have skills from the [Agentforce Development Lifecycle (ADLC) Library](https://github.com/SalesforceAIResearch/agentforce-adlc) (developing-agentforce, testing-agentforce, observe-agentforce) installed in your ~/.claude folder, delete them. 3. Create and navigate to an empty folder on your machine. This folder is used as the root folder for the upgrade process. 4. Install the Agentforce skills. In your terminal, run npx skills add forcedotcom/sf-skills. 5. Select **agentforce-bot-upgrade**, **agentforce-generate**, **agentforce-observe**, and **agentforce-test**, then install them. 6. Select **Claude Code** as the agent. 7. Select **Project** as the installation scope. This restricts the skills to the current folder. Selecting Global can cause missing symlinks and skill availability issues. 8. Create an alias for your org: sf org login web --instance-url <org\_url> --alias <org-alias> 9. Run Claude Code in your terminal and invoke the skill: /agentforce-bot-upgrade --mode online --org-alias <alias> --bots bot1:v1,bot2:v2,bot3:v3 --interactive true/false Alternatively, use natural language. For example: "I want to upgrade my Einstein bot to Service agent." The skill supports both interactive and non-interactive modes. In interactive mode, the tool prompts you for each decision. In non-interactive mode, the tool uses default settings. After the upgrade completes, review the generated agent in Agentforce Builder. Some bot elements aren't included in the upgraded agent. For details, see [Considerations](https://help.salesforce.com/s/articleView?id=service.bots_service_agent_from_bot_considerations.htm&type=5&language=en_US) for upgrading Einstein Bots. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip If you use a third-party AI tool to migrate, keep in mind that they don't always get Agent Script syntax right, even with Agentforce skills loaded. Always plan to manually review AI-suggested changes before applying them. See more tips for working with third-party AI tools. <!-- document id=7d69caaa3906cccd772701c2c25ec8af2c3f75c229dfcd2be1e234f2b6633063 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_upgrade_databundle.md --> # Upgrade CMDB Data Bundles Review and upgrade CMDB data bundle versions to keep your data model current. Use data bundle upgrades to maintain the latest CMDB setup data after major releases. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d98333e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d98333e69 ">To manage CMDB data bundles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d98333e69 ">IT Service Configuration Item Type Manager</td> </tr> </tbody> </table> CMDB data bundle provide updated data models such as configuration item types, attributes, and relationship definitions. Review available bundle versions periodically and upgrade your installed bundle when newer versions are available. 1. From the App Launcher, find and select **CMDB and Service Graph**. 2. In the navigation panel, select **CMDB** under **Administration**, and then select **CMDB Data Bundles**. 3. Select the installed data bundle and review the available bundle version information. 4. Select the required bundle version and review the bundle description and release notes. 5. Click **Install**. The installation is now in progress. 6. Click **Bundle History** to track and review the installation progress. <!-- document id=48b57265479748d403d2caee4f06d552d439d144be2a812166d92ad45448a06d url=/admin/current/en-us/service/264-0-0/omnichannel_upgrade_standard_to_enhanced.md --> # Upgrade Standard Omni-Channel to Enhanced If you’re using Standard Omni-Channel, upgrade to Enhanced Omni-Channel to unlock all the advanced Omni-Channel features and capabilities. Enhanced Omni-Channel supports a wider range of service channels, including Voice, Case, and Enhanced Messaging. All of the latest Omni-Channel features are developed for Enhanced Omni-Channel only. For example, unlike Standard Omni-Channel, Enhanced Omni-Channel supports Agentforce agents, Omni Mobile, Omni Wallboard, one inbox for all channels, custom tabs and actions in Command Center for Service for supervisors, and Omni Sidebar for reps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62551e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62551e55 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62551e55 ">Customize Application</td> </tr> </tbody> </table> Enhanced Omni-Channel doesn’t support standard channels, including standard Messaging or Chat. Similarly, Standard Omni-Channel doesn’t support enhanced channels. Salesforce orgs created after Summer '23 have Enhanced Omni-Channel on by default. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Before you can upgrade to Enhanced Omni-Channel, upgrade the standard service channels, including Chat (Live Agent) and standard messaging channels, to enhanced. If you don’t upgrade them, Enhanced Omni-Channel doesn’t route work items from the standard channels. 1. In the Quick Find box under Setup, enter Omni-Channel Settings, and then select **Omni-Channel Settings** under Process Automation. 2. To upgrade from Standard to Enhanced Omni-Channel, turn on **Enhanced Omni-Channel Routing**. 3. Save your changes. To use standard channels after you turn on Enhanced Omni-Channel, turn off Enhanced Omni-Channel Routing, and then refresh your channel list on the Messaging Settings page. If you turn off Enhanced Omni-Channel, to continue working, service reps must log out, refresh the browser, clear the cache, and then log back into the Omni-Channel component. The supervisors must refresh the Command Center for Service screen. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note For ‌ease of transition, upgrade from Standard Omni-Channel to Enhanced Omni-Channel when no reps are online. #### See Also - [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US) - [Compare Standard and Enhanced Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 "Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.") - [Upgrade to Enhanced Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&language=en_US) <!-- document id=83280e6336a00c2deae2df6929cdc007804abd902a6abcd970888d43d1044cd1 url=/admin/current/en-us/service/264-0-0/messaging_upgrade.md --> # Upgrading from Standard to Enhanced SMS Messaging When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_upgrade__d368e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_upgrade__d368e672" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard and Enhanced SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To walk through a channel upgrade on Trailhead, complete the [Upgrading to Enhanced Messaging](https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging) module. ## Key Differences Between Standard and Enhanced Channels - **Service reps have more ways to exchange information with customers.** In enhanced channels, reps can typically share longer messages and larger files as well as more types of files. They can also send interactive content using messaging components, whose formats include questions with options, time selectors, and rich links. - **Support teams have more options for responding to customers.** In enhanced channels: - With Agentforce, admins can include AI agents and enhanced bots in their support strategy. Standard channels support standard bots only, and aren't compatible with AI agents. - Service reps can transfer an active messaging session to another rep, queue, or routing flow. - Service reps can free up their capacity by marking a messaging session inactive if the customer stops responding. - **More session statuses means more insight into messaging activity.** Enhanced sessions include several extra session statuses, including Inactive, Consent, and Error. You can reference these session statuses when setting up reports and designing message routing logic. - **Service reps have more options in the Service Console.** In the Enhanced Conversation component, reps have access to a row of action buttons that let them send content such as quick text, messaging components, files, and emoji. Reps can also raise a flag to request help from a supervisor and exchange “whispered” messages with the supervisor that are captured in the session transcript. - **Service reps use a different quick action to start conversations.** To initiate messaging sessions in enhanced channels, reps use the Send Message global action. In standard channels, they use the Start Conversation quick action. The Send Message action is available in the global action menu, which means that reps can initiate a messaging session from any page in Salesforce. - **Automated outbound messages are sent in a different way.** Message notifications are template-based messages that are sent to customers via a flow at particular times—for example, when a case status changes or an order ships. In standard channels, the admin creates their templates in Setup and sends them with the Message Notification flow action. In enhanced channels, the admin creates notification messaging components and sends them with the Send Conversation Messages flow action. This video walks you through the tools available to service reps in enhanced channels. ## Understanding the Upgrade Timeline - Standard SMS channels were retired on February 14, 2026. They will stop working in the week of October 1, 2026. To avoid service interruptions, upgrade your standard channels now. ## Preparing for an Upgrade We recommend completing these tasks before you upgrade a standard channel. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:45%"> <col style="width:30%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23959e181">Task</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23959e184">Details</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23959e187">Learn More</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Know what to expect.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 ">Compare the capabilities of standard and enhanced channels for your channel type. </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5" title="View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.">Compare Standard and Enhanced SMS Channel Capabilities</a> </p> <p><em>Trailhead:</em> <a href="https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging" target="_blank">Upgrading to Enhanced Messaging</a> </p> <p style="margin-bottom:0;"><a name="messaging_upgrade__image_nlj_w13_s2c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_upgrade__image_nlj_w13_s2c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/video.png" alt="Video"></span> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_videos.htm&release=264.0.0&type=5" title="For in-depth walkthroughs of upgrading standard messaging channels to enhanced channels or migrating from legacy to enhanced Chat, watch our video demos.">Messaging Video Demos</a> </p> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Create an enhanced bot.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 ">Replace any standard Einstein bots that you’re using with an enhanced bot that you can include in your routing logic. Standard bots can’t be used in enhanced channels.</td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&release=264.0.0&type=5" title="To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.">Using Enhanced Bots in Messaging Channels</a> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Update your routing logic.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 "> <p>Create an Omni-Channel flow that routes messages sent to your account. Messages sent to your upgraded channel can then be routed to enhanced bots, service reps, and queues. If you’re using standard skills-based routing, you must switch to a skills-based Omni-Channel routing flow. </p> <p>This task includes additional tasks that you must complete after the upgrade:</p> <ul> <li>After you upgrade your last standard channel, upgrade your routing method from Standard Omni-Channel to Enhanced Omni-Channel.</li> <li>If you’re using bots and want to repurpose an existing flow that was already routing messages in your standard channel, update the flow after the channel upgrade so that it routes to an enhanced bot instead of a standard bot. An Omni-Channel flow can’t route messages to both standard and enhanced bots.</li> <li>If you created a new flow for your upgraded channel, edit your channel’s routing settings and select the new flow.</li> </ul> </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&release=264.0.0&type=5" title="Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels.">Route Service Messaging Sessions with Omni-Channel Flows</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Messaging Channel Settings</a> </p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US" target="_blank">Upgrade Standard Omni-Channel to Enhanced</a></p> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Update your automated messaging.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 ">If you’re using message templates in your standard channel, replace them with notification messaging components sent by a flow. Standard message templates can’t be used in enhanced channels, and you’ll use a different flow action to send automated messages in enhanced channels. </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Send Automated Messages in Enhanced Messaging Channels</a> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Set up productivity tools.</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 "> <p>Create a Messaging Session page layout for enhanced channels that includes the Enhanced Conversation page component. The Conversation page component, used in standard channels, can’t be used in enhanced messaging sessions.</p> <p>Create sensitive data rules for enhanced channels to mask certain text patterns such as credit card numbers. Sensitive data rules created for standard channels don’t work in enhanced channels.</p> <p style="margin-bottom:0;">Optionally, create messaging components that service reps and bots can send to customers.</p> </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <p> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5" title="Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.">Add Messaging to the Service Console</a> </p> <p> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&language=en_US" target="_blank">Block Sensitive Data in Messaging and Voice Transcripts</a> </p> <p style="margin-bottom:0;"> <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&release=264.0.0&type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a> </p> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Update your channel’s End Conversation auto-response to let customers know about the upgrade. </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 "> <p>Unassigned messaging sessions are automatically ended during an SMS channel upgrade. When a session is ended, the customer receives the End Conversation auto-response that’s configured in your channel settings. Optionally, update this auto-response before you upgrade to set customers’ expectations. Here’s an example:</p> <p><em>We’re doing some planned maintenance so we can serve you better in SMS. If you still need help, please respond to this message.</em></p> <p style="margin-bottom:0;">After the upgrade, change the message back to its previous version.</p> </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&release=264.0.0&type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize Auto-Responses in Messaging Channels</a> </td> </tr> <tr class=""> <td data-label="Task" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e181 ">Pause activity in your channel. </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e184 "> <p>If your standard channel has any active messaging sessions that are assigned to a service rep, we can’t complete the upgrade. Ask all reps to close their active sessions in the channel and log out of Omni-Channel.</p> <p style="margin-bottom:0;">Optionally, you can also reassign the channel to a queue with no assigned service reps until the upgrade is complete. Unassigned messaging sessions are automatically ended during the upgrade, so after it’s complete, clear the holding queue by assigning its sessions to reps in Omni Supervisor.</p> </td> <td data-label="Learn More" class="slds-cell-wrap" style="vertical-align:top;" headers="d23959e187 "> </td> </tr> </tbody> </table> ## Ready to Upgrade? After completing the preparation tasks, you can perform the upgrade yourself. - To upgrade a standard SMS channel, find your channel on the Messaging Settings page and select **Upgrade to Enhanced**. This process typically takes less than a minute. If you were using a standard bot in your channel before the upgrade, your customers may experience some downtime while you update your routing settings to route to an enhanced bot. When the Messaging Settings page shows your channel with a Platform Type of Enhanced, the upgrade is complete. Optionally, click the channel name to review and update its routing, auto-response, or opt-in settings. - **[Messaging Video Demos](https://help.salesforce.com/s/articleView?id=service.messaging_videos.htm&release=264.0.0&type=5)** For in-depth walkthroughs of upgrading standard messaging channels to enhanced channels or migrating from legacy to enhanced Chat, watch our video demos. <!-- document id=d55648ed49d69ee74da382e3b851e61294d360fe8e2665ca72902e4041562e6b url=/admin/current/en-us/service/264-0-0/use_desk_phone.md --> # Use a Desk Phone Answer and make voice calls from the Omni-Channel utility with a desk phone. By default, the softphone is enabled for all reps. To use a deskphone, you should enable the deskphone from the Omni-Channel settings. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14783e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14783e75 ">To answer and make calls and to view Voice records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14783e75 ">Salesforce Voice Contact Center Rep permission set</td> </tr> </tbody> </table> Your admin must first [set up desk phone functionality](https://help.salesforce.com/s/articleView?id=service.voice_setup_desk_phone.htm&release=264.0.0&type=5 "You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.") for your user profile in Amazon Connect. The Phone component must be added to the Voice Call page layout. The Phone component is displayed on the page only when the rep is on a call. Voice is supported only on the latest stable browser version of Google Chrome, Mozilla Firefox, and Microsoft Edge (Chromium). Cookies must be enabled to allow single sign-on (SSO). 1. In the Omni-Channel utility, open the Settings. ![Omni-Channel settings](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_deskphone_settings.png) 2. For Phone Type, select **Desk Phone** and enter the desk phone number in the format \[+\] \[country code\] \[ subscriber number including area code\]. For example, +12345678901. ![Omni-Channel utility with Desk Phone selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_deskphone.png) 3. Save your changes. Now you can make and receive voice calls with your desk phone. You can use desk phones for voice calls even if the microphone settings are disabled in your browser. After saving the phone type as desk phone, if you get the microphone disabled error, refresh the browser to use the desk phone. <!-- document id=a173f49cd72251afb3b481aa5f44a3f749ea4082b19b6bad83f0127b38190736 url=/admin/current/en-us/service/264-0-0/bots_service_using_dialog_question.md --> # Use a Dialog Question Step Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28824e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28824e55 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28824e55 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Question steps are essential for a great bot experience. They allow the bot to collect and act on customer inputs. When creating a question step, the first decision to make is how to capture this data. Question steps allow for two types of input from the customer: choices (static or dynamic) or text. - Choices provide the customer with a set of options. Some of the benefits of selecting choices include consistent data, a quicker setup, and ease of use from the customer’s perspective. Choose static options that are delivered the same way every time or dynamically generated options from a flow, Apex, or list variable. Choices don’t allow for text input. - [Set Up a Dialog Question Element with Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5 "Use a Static Question step to offer predefined options that let your customers answer questions quickly.") - [Set Up a Dialog Question Step with Dynamic Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_dynamic.htm&release=264.0.0&type=5 "Use a Dynamic Question step to offer dynamically created choices based on the output of a selected action") - Text allows customers to enter unstructured data and allows the bot to act on it. For example, to capture an email address or order number. Text responses are more complex to set up because we don't know the customer response. However, we include features, such as Conversion Repair, to help the bot handle input errors gracefully. - [Set Up a Dialog Question Step with Text Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input.") - To learn more about Conversation Repair, visit [Maintain Chatbot Conversation Quality](https://help.salesforce.com/s/articleView?id=service.bots_service_maintain_conversation_quality.htm&release=264.0.0&type=5 "The best industry chatbots include graceful solutions to error handling. Einstein Bots has many features to ensure data quality without creating frustration.") Question steps also require an understanding of entities and variables, as the bot must know where to place this data and in the correct format. - [What’s an Entity?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") - [What’s a Variable?](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_a_variable.htm&release=264.0.0&type=5 "A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.") Finally, the bot must know what to do with the data. Bots can act on this information through dialog action steps, or through dialog rule steps. Actions refer to Salesforce-related functions, such as launching a flow or Apex. Rules handle conditional, conversation-specific actions, such as routing inside the bot. - **[Set Up a Dialog Question Step with Static Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question.htm&release=264.0.0&type=5)** Use a Static Question step to offer predefined options that let your customers answer questions quickly. - **[Set Up a Dialog Question Step with Dynamic Choice Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_dynamic.htm&release=264.0.0&type=5)** Use a Dynamic Question step to offer dynamically created choices based on the output of a selected action - **[Set Up a Dialog Question Step with Text Responses](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5)** Use a Question step to gather information from your customers using text input. <!-- document id=da0e0e8571533d4c436788d5aad433699ff7b88e0b2a01d98b9ce79401b3441e url=/admin/current/en-us/service/264-0-0/voice_headset.md --> # Use a Headset Enabled by Telephony Provider If your telephony provider has enabled headset support in the managed package, you can use a headset for voice call, and control call actions such as accept, mute, unmute, and decline calls from the headset. You can use only the headset models and brands supported by your telephony provider. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The headset option appears in the Omni-Channel settings only after you sign in with single sign-on (SSO) and the telephony connector loads. 1. In the headset controller section in the Omni-Channel settings, click the **Set Headset Controller** to choose the headset for voice calls. ![set headset controller](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_headset.png) 2. Select the headset from the browser window and click **Connect**. The browser window shows only HID-compatible devices that support telephony. ![connect headset](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_headset_connect.png) 3. To use the headset for voice calls, click **Save** in the Omni-Channel settings. When the headset is paired, the Omni-Channel console shows the selected device name. ![Selected device](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_headset_selected.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Firefox doesn’t support headset call controls. Google Chrome and Edge support headset call controls. If you log in and pairs a headset to a browser tab, and if you log in from another tab then you will be logged out of the previous tab. But the headset continues to be paired with the previous tab, and can cause unpredictable behavior if you use the headset in the current browser tab. You must disconnect the headset from the previous tab before logging in from another tab. <!-- document id=f032f133dc562fd2f22c6be1224f9f35d3c2dfa7d25786b7d2ffc9c4366f21ab url=/admin/current/en-us/service/264-0-0/afcc_sv_headset_calls.md --> # Use a Headset for Voice Calls You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your Bluetooth headset isn’t working and it has a USB adapter, using the adapter can sometimes resolve the issue. ### Required Editions This article applies to: - Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d95056e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d95056e71 ">To use a headset for voice calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d95056e71 ">Salesforce Voice User</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note The headset option appears in the Omni-Channel settings only after you sign in with single sign-on (SSO) and the telephony connector loads. 1. In the Omni-Channel settings, select the headset you want to connect with the device. 2. Select the headset from the list in the browser window and click Connect. The browser shows only the supported and compatible headsets. Mozilla Firefox doesn’t support headset call controls. Google Chrome and Microsoft Edge support headset call controls. You can now use the selected headset for voice calls. The selected headset remains paired and connected even if you switch tabs, restart your system, or log out. To pair and connect another headset, you must first remove the currently connected headset from the Headphone Controls section in the Omni-Channel settings or disconnect it from the browser window. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Make sure to pair and connect your headset before starting a call. Connecting the headset during an active call might cause unpredictable behavior. Only one headset must be paired and connected at a time. If a native headset application or a Unified Communications application is using the headset, incoming voice calls generally connect. But you might experience unpredictable behavior. [Replaying active calls on refresh](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_advanced_replay_active_calls.htm?q=refresh) is not supported when using a headset. When using a headset for call actions, wait about two seconds between two telephony actions. Only these HID devices are tested: - Jabra Evolve Link MS - Poly (Plantronics) Blackwire 3325 Teams - Poly Plantronics - Blackwire 5220 - EPOS | Sennheiser Adapt 165 USB II Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation. <!-- document id=0a1a351f9df733deefc748c0a70fe0f25647bbd1f8892c66afb5d150cea798ad url=/admin/current/en-us/service/264-0-0/voice_headset_calls.md --> # Use a Headset for Voice Calls You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If multiparty calls are enabled in your org, headset call controls aren't available. The headset option appears in the Omni-Channel settings only after you sign in with single sign-on (SSO) and the telephony connector loads. 1. In the Omni-Channel settings, select the headset you want to connect with the device. ![Select headset](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_headset_select.png) 2. Select the headset from the list in the browser window and click Connect. The browser shows only the supported and compatible headsets. ![Connect headset](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_headset_browser.png) Mozilla Firefox doesn’t support headset call controls. Google Chrome and Microsoft Edge support headset call controls. You can now use the selected headset for voice calls. The selected headset remains paired and connected even if you switch tabs, restart your system, or log out. To pair and connect another headset, you must first remove the currently connected headset from the Headphone Controls section in the Omni-Channel settings or disconnect it from the browser window. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Make sure to pair and connect your headset before starting a call. Connecting the headset during an active call might cause unpredictable behavior. Only one headset must be paired and connected at a time. If a native headset application or a Unified Communications application such as Microsoft Teams, Zoom, or Webex is using the headset, incoming voice calls generally connect. But you might experience unpredictable behavior. For Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect, [replaying active calls on refresh](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_advanced_replay_active_calls.htm?q=refresh) is not supported when using a headset. When using a headset for call actions, wait about two seconds between two telephony actions. Only these HID devices are tested: - Jabra Evolve Link MS - Poly (Plantronics) Blackwire 3325 Teams - Poly Plantronics - Blackwire 5220 - EPOS | Sennheiser Adapt 165 USB II Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation. - **[Use a Headset Enabled by Telephony Provider](https://help.salesforce.com/s/articleView?id=service.voice_headset.htm&release=264.0.0&type=5)** If your telephony provider has enabled headset support in the managed package, you can use a headset for voice call, and control call actions such as accept, mute, unmute, and decline calls from the headset. You can use only the headset models and brands supported by your telephony provider. <!-- document id=d7e50a3665c7f8f7065c7adce347f292dad7de61034b4c822066a6ec3287e303 url=/admin/current/en-us/service/264-0-0/voice_new_byoa.md --> # Use a New Amazon Connect Instance Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with a new Amazon Connect instance. Choose this option if you have an AWS Account and you want Salesforce to create an Amazon Connect instance for you in your existing AWS account. With this option, Salesforce creates and assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This setup process accesses your Amazon Connect instance to build out your contact center automatically. To do that, the setup process requires that you provide the IAM role ARN. Before you create the contact center, verify that you created an IAM role in Amazon Connect as described in [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&release=264.0.0&type=5 "When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note For customers who set up Salesforce Voice with Partner Telephony from Amazon Connect _before_ Spring ’22, see [Get Started with Salesforce Voice with Partner Telephony from Amazon Connect](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf). 1. From Setup, enter Partner Telephony in the Quick Find box, then select **Partner Telephony Contact Centers**. 2. Click **Create Contact Center**. 3. Select **Amazon Connect** as the telephony provider. 4. Select **(Recommended) Create an Amazon Connect Instance**. ![Set up Voice with a new Amazon Connect instance.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_create.png) 5. Enter the contact center and AWS details. 1. Enter a display name for your contact center. 2. Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters. 3. Select the AWS region that’s closest to where your contact center is located. The list is populated with the AWS regions that support Amazon Connect. If you operate in the public sector domain in the US, when you create a contact center, the list is populated with the AWS GovCloud regions for compliance. The supported AWS GovCloud regions are specified in [Amazon Documentation](https://docs.aws.amazon.com/govcloud-us/latest/UserGuide/govcloud-con.html). 4. Enter the ARN of the IAM role that you created earlier. Salesforce uses this IAM role to access your Amazon Connect instance to automatically build out your contact center. Optionally, you can also enable an [external ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&type=5&language=en_US) for the AWS account associated with the IAM role ARN. Enabling an external ID helps avoid authorization issues with the provisioning role you created.![Enable external ID](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_ext_id_enable.png) You can enable external ID only if you have not created any other contact centers in this org with the AWS account associated with the selected IAM role ARN. 5. If AWS permissions boundaries are enforced for the IAM role, enter the AWS permissions boundary Amazon Resource Name (ARN) for the role. If set, the permissions boundary policy is attached to each IAM role that’s created during contact center provisioning. 6. Click **Next**. If you enable the external ID option for the IAM role ARN in the previous step, you must generate the External ID for the AWS account associated with the IAM role ARN. Then, add the generated external ID in the Trusted Relationships in your AWS account. In your AWS account, the external ID must be added in the `provisioningrole` json file corresponding to the IAM role ARN.![generate external id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_gen_ext_id.png) 7. Optionally, select users that you want to add to your Amazon Connect instance. The list is populated with users who already have the Salesforce Voice Contact Center Admin permission set. 8. Click **Done**. It can take a few minutes to create the contact center. 9. To manage the contact center after it’s created, under Setup, enter Partner Telephony Contact Centers in the Quick Find box, and select **Partner Telephony Contact Centers**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. For example, the message states that there was an error executing the Cloudformation template. Or, the message can contain details, such as a missing permission on the AWS side. If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. The email contains details about why the failure occurred. For example, the contact center fails to be created if Amazon doesn’t have the required resources. ## Next Steps for Salesforce Voice Setup Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces. #### See Also - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.") - [Set Up External ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&language=en_US) <!-- document id=b40f3962189c140399f3f31e3b2e9cb06cd193fe9c66db3e2a97d8cf4e594131 url=/admin/current/en-us/service/264-0-0/entitlements_process_using_new_versions.md --> # Use a New Version of an Entitlement Process After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43857e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43857e60 ">To create and update entitlement processes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43857e60 ">Manage Entitlements</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note To create multiple versions of entitlement processes, entitlement versioning must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup. When you create versions of entitlement processes with the same name, the version number and notes help you differentiate between versions. Salesforce prevents you from disabling entitlement versioning so you always know which version you’re working with. **Applying an Entitlement Process to a New Entitlement** _Scenario:_ You’re creating an entitlement and want to apply a particular version of an entitlement process to it. 1. Choose the entitlement process you want in the Entitlement Process lookup field on the entitlement. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip After you click the lookup icon on the Entitlement Process field, select “All Versions” in the lookup dialog box. Otherwise, you can only choose from the default versions of existing entitlement processes. **Applying an Entitlement Process to an Existing Entitlement** _Scenario:_ You made a new version of an entitlement process, and you want to switch all the entitlements that were using the previous version over to your new version. 1. From Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. 2. Click the name of the entitlement process you want to work with. The list on the main Entitlement Processes page shows the default version of each process. Click the name of a process to see a list of all available versions of it. 3. On the detail page for the entitlement process, click the name of the new version that you want to apply to existing entitlements (and by default, to cases or work orders linked to those entitlements). 4. Click **New Update Rule**. 5. Choose the version of the entitlement process you want to update from. You can update from any other version of the process, whether or not it’s active. 6. Depending on the differences between the old and new versions of the entitlement process, updating an entitlement to the new version can trigger milestone warning and violation actions on that entitlement’s support records (such as cases or work orders). To avoid such warnings and violation actions, select **Don’t Trigger New Milestone Warnings and Violations**. We recommend selecting this so you don’t trigger violation warnings on old entitlements and support records. 7. Click **Save**. The update rule detail page shows the estimated number of entitlements and support records that will be updated to use the new process. 8. Click **Start** to begin the update process. Usually the update process completes within an hour, but it depends on the number of entitlements and records being updated. Throughout the update process, the update rule detail page refreshes periodically to show the number of entitlements and records processed. To stop the update at any time, click **Stop**. When the update rule displays a Completed status, all related entitlements and support records have been updated to use the new version of the entitlement process. If the status is Completed With Exceptions, some records couldn't be updated to the new version because of errors. To find out which records weren't updated and why, contact Salesforce Support. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Cases that have already exited the previous version of your entitlement process—for example, if a case has been closed—are updated to use the new entitlement process. #### See Also - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") - [Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records.") - [Create a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5 "Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org.") <!-- document id=0a835c7d0ac84779135a74f9e6765806fe9f6b622763ea1f935f83f583966bb6 url=/admin/current/en-us/service/264-0-0/messaging_dynamic_whatsapp_flow_input_data.md --> # Use a Screen Flow to Pass Input Data to a Dynamic WhatsApp Flow The screen flow can collect customer data and securely pass it into variables. These variables can then serve as input for the dynamic WhatsApp Flow that is created with an Apex-based form messaging component. To add personalized content to the message, in the Apex-based form messaging component, add dynamic references to this input data. For example, to schedule a veterinary appointment, the screen flow collects specific details, such as the type of animal and the issue, and dynamically passes this information to the Apex-based form messaging component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_dynamic_whatsapp_flow_input_data__image_cgj_vgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_dynamic_whatsapp_flow_input_data__image_cgj_vgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels, Unified WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d165230e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165230e95 ">To create messaging components: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165230e95 "> <p>Customize Application AND View Setup and Configuration</p> <p>OR</p> <p style="margin-bottom:0;">System Administrator</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165230e95 ">To send and receive messages in Messaging: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165230e95 ">Messaging Agent</td> </tr> </tbody> </table> When you create an Apex-based form messaging component, these standard input parameters are available, by default. | Parameter | Description | | --- | --- | | `FormData` | Stores input data passed to the flow. The data is stored as a JSON string of key-value pairs. To reference this data, you must define the structure of the data in a data model. The structure of the data model must match the structure of the JSON. You can access this data using Apex or a screen flow. | | `FormEntryScreenId` | Stores the ID of the entry screen, which is the first screen that the messaging end user sees. | You can find these default parameters on the Parameters tab of the Component Details section.![Shows the FormData and FormEntryScreenID parameters that are created, by default.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_apex_parameters.png) To help you understand how to use these parameters and a screen flow to pass in input data, let’s look at an example. 1. Open the Flow format of the Apex-based form messaging component. 1. In the Flow format, click **Manage Data** to define a data model for all input data being passed in from the FormData parameter. For example, the FormData parameter stores this input data. `{“FirstName”:“Albert”,“LastName”:“Costa”,“isStudent”:“true”}` 2. To add a field to the data model, click **Add Field** and configure its properties. Perform this step for every field in the FormData parameter. To create a structure, select the Object data type for a field, and add nested fields. ![The data model has three defined fields.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_form_format_flow_data_model.png) 3. After you’re done defining the data model, save it. 2. To use the value from a data model field in a Flow property, add a dynamic reference. 1. Open the Flow format and locate the property for which you want to use a dynamic reference. For example, you can add a dynamic reference for the Text Content field for a Body screen element. 2. In the Type field, select **Dynamic Reference**. 3. In the Select the Reference Field, select the data model field. ![The FirstName input field, LastName input field, and the selected animal type on Screen 1 can all be used as the dynamic reference.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_form_format_flow_dynamic_reference.png) Dynamic references can pull data from data model fields or input fields defined in a screen. 4. In the canvas, preview the dynamic reference. ![The dynamic reference pulls data from the FirstName input field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_component_form_format_flow_dynamic_reference_result.png) 3. To pass data into the messaging component, create a screen flow. The screen flow can collect data from the messaging session and use it in the Apex-based Form messaging component. To illustrate how this works, let’s create a sample screen flow. 1. Define the screen flow variables. | Variable | Value | | --- | --- | | `sessionId` | Stores the messaging session record ID. | | `initialData` | Stores the input data for the Apex-based form. The fields in this JSON string must match the field names that you added to the data model. | | `initialScreenId` | Stores the initial screen ID for the Apex-based form. This is the first screen that a messaging end user sees. | | `meuName` | Stores the name of the messaging end user. | | `items` | This collection variable stores a list of items. | 2. In the screen flow, add these actions in this order. To retrieve data from a Salesforce object, add a Get Records action. To assign values to the screen variables, add an Assignment action. | Action | Description | | --- | --- | | getSession Get Records action | Get the messaging session based on the session ID. You can get relevant data from that messaging session. In this case, it retrieves and stores the Id and MessagingEndUserId field values. | | getMEU Get Records action | Get the Messaging User record based on the MessagingEndUserId. | | setMEUName Assignment action | Set the `meuName` variable to the value of the Messaging User Name field from the Messaging User record. | | getDynamicFlowItem Get Records action | Get all DynamicFlowItem records from the DynamicFlowItem object, storing the ID, ItemId\_\_c, and itemTitle\_\_c fields in the `items` collection variable. | | GenerateJson Apex action | Converts the input data from the `items` and `meuName` variables to the JSON format. The fields of the JSON object are mapped to the fields in the flow’s data model. This action is based on an Apex class. See sample Apex class after this table. | | setData Assignment action | Set the `InitialData` variable to the value of the generated JSON action. | This Apex class transforms structured input data—a user's name and a list of Salesforce records—into a single JSON string. This JSON string is then used to pass input data to the Apex-based form messaging component. ``` public class FlowJSONBuilder { // 1. Input parameters public class FlowInput { @InvocableVariable(label='User Name' required=true) public String meuName; // CHANGE: Use List<SObject> instead of List<DynamicFlowItems__c> to avoid compile error @InvocableVariable(label='Flow Items' required=true) public List<SObject> items; } // 2. Output parameters public class FlowOutput { @InvocableVariable(label='Generated JSON') public String jsonString; } // 3. Internal Wrapper classes public class JSONStructure { public String greeting; public List<ItemWrapper> items; } public class ItemWrapper { public String id; public String title; } // 4. Main Method @InvocableMethod(label='Generate Custom JSON' description='Builds the JSON string from Flow items') public static List<FlowOutput> generateJson(List<FlowInput> requests) { List<FlowOutput> outputs = new List<FlowOutput>(); for (FlowInput request : requests) { FlowOutput output = new FlowOutput(); JSONStructure jsonRoot = new JSONStructure(); jsonRoot.greeting = 'Hello ' + request.meuName + '!'; jsonRoot.items = new List<ItemWrapper>(); if (request.items != null) { // Loop through generic SObjects for (SObject genericRec : request.items) { // CAST the generic SObject to your specific Custom Object DynamicFlowItem__c rec = (DynamicFlowItem__c)genericRec; ItemWrapper item = new ItemWrapper(); item.id = rec.itemId__c; item.title = rec.itemTitle__c; jsonRoot.items.add(item); } } output.jsonString = JSON.serialize(jsonRoot); outputs.add(output); } return outputs; } } ``` 3. Add a Screen action to the screen flow, and then drag the Enhanced Message component onto the screen. ![The Enhanced Messaging component calls the dynamic WhatsApp flow and provides input data.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_screen_flow_msg_component.png) 4. To specify the input data, set these Enhanced Message component properties as shown. | Property | Value | | --- | --- | | Messaging Session ID | Select `sessionId`, the screen flow variable that contains the session ID. | | Messaging Component Name | Select the name of the Apex-based form messaging component that you created. | | Apex Form Data | Select `initialData`, the screen flow variable that contains the input data. | | Apex Form Entry Screen ID | Select `initialScreenId`, the screen flow variable that contains the initial screen ID. | At run time, the screen action invokes the Apex-based form messaging component and passes this input data to it. 5. Save and activate the screen flow. ![The Enhanced Messaging component calls the dynamic WhatsApp flow and provides input data.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_screen_flow.png) 4. To enable a service rep to run the screen flow, [embed the active screen flow in the service console page](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_internal_lab.htm&language=en_US&type=5). For example, add the Flow component to the Messaging Session record page. ![The Messaging Session record page has a component for the flow.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_embedded_screen_flow_in_service_console.png) During a messaging session, to launch the screen flow from the page, the service rep can click **Next**. To insert the flow’s messaging component into the conversation with the customer, the service rep can click **Insert Message**. ![Reps can click Insert Message to send it to the customer.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_dynamic_whatsapp_flow_insert_message_component_in_console.png) The service rep can then send the message to the customer. #### See Also - [_Trailhead:_ Get Started with Screen Flows](https://trailhead.salesforce.com/content/learn/modules/screen-flows/get-started-with-screen-flows) - [Create a Form Based on an Apex Class](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_form_apex_class.htm&release=264.0.0&type=5 "Apex-based forms offer more flexibility than global action-based forms, enabling you to create both static and dynamic WhatsApp messages. To create an Apex-based form, create the Apex class, and then link it to a form messaging component. When the messaging end user submits their responses to the form, Salesforce executes the Apex, sending the data to Salesforce. You must configure how to save that data.") <!-- document id=77fdd20a60873287e25461f2aea4bdb747ea1e44ad54494bc85d4395ac10408c url=/admin/current/en-us/service/264-0-0/console2_cti.md --> # Use a Softphone in the Salesforce Console in Salesforce Classic A softphone in a console lets you view records related to phone calls, as well as receive, place, and transfer calls. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3359e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3359e78 ">To view and use the softphone:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3359e78 ">Member of a call center</td> </tr> </tbody> </table> You can access a softphone if you're assigned to a call center. - Click ![SoftPhone button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/phone.png) to display a softphone from the footer of a console. - Use the interaction log to write notes in call logs. A call log is an activity record that automatically generates when you use a softphone, and it tracks the phone number, caller, date, time, and duration of the call. You can view call logs in the Activity History related list of any record associated with the call. Data doesn't always save properly when you: (1) Refresh your browser during a call; (2) use a softphone in multiple browsers simultaneously; (3) switch to a softphone in a browser without a console. You can hide the softphone by clicking ![SoftPhone button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/phone.png), but you can’t move it away from the footer of a console. You can also resize the height of a softphone by dragging the bar on top of it. When you click **End Call**, any updates you've made to the interaction log are saved before the call ends. #### See Also - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&type=5&language=en_US) - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&type=5&language=en_US) - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=790223e6324db382b9a99d575cbed38a39f33a5a77fbf053b3490a80b29e8edf url=/admin/current/en-us/service/264-0-0/svc_use_actions_and_recommendations_to_run_catalog_items.md --> # Use Actions & Recommendations to Run Catalog Items Catalog items are available in the Actions & Recommendations component as actions after they’re implemented as part of your Actions & Recommendations deployment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Select an object record page, such as Case or Account, that you can run Actions & Recommendations on. 2. Under Actions & Recommendations, click the name of the catalog item to run it as an action. If you’re running a catalog item on behalf of another user, select the contact you’re running the catalog item for. Locate additional catalog items under **Add**. Catalog items that you aren’t eligible to view will not appear in the list. 3. Click **Finish**. When your catalog item is finished running, you can verify its execution by viewing service catalog requests through Service Console. #### See Also - [_Salesforce Help_: Create an Actions & Recommendations Deployment](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_deployment.htm&type=5&language=en_US) <!-- document id=4cdbbe74234281f9d12684a08c7d88eb8f151a6d7df656545a39dec04990d388 url=/admin/current/en-us/service/264-0-0/case_interaction_use_actions.md --> # Use Actions to Work with Cases in Case Feed Case Feed actions make it easy for support reps to do tasks like send email, post to portals and Experience Cloud sites, log calls, change case status, and write case notes, all on the same page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Actions appear in the publisher at the top of the feed. Here are some common Case Feed actions. Depending on how your administrator has set up your organization, you don’t see all of these actions. ![Case Feed actions list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_actions_overview.png) - Use the Email action to [respond to customers by email](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers."). In some organizations, the Email and Portal actions are combined in an Answer Customer action. - The Log a Call action lets you create a record of the details of a phone call. Call logs are visible only to other users in your organization, not to customers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using a SoftPhone, completed calls and call notes are logged automatically in the case’s feed, as are interaction log entries whose Status is Completed. - With the Portal action, you can post replies to a customer portal of Chatter Answers site. - Use the Change Status action to escalate, close, or make other changes to the status of a case. - The Question action lets you search for and create questions. - The Post, File, and Link actions are the same ones you’re used to seeing in Chatter. - Use the Post action to create case notes to share information about the case or get help from others in your organization. (Notes created with the Post action aren’t included in the Case Comments related list on the case detail page.) - Add a PDF, photo, or other document to the case with the File action. (Documents you add with File aren’t included in the Attachments related list on the case detail page.) - Use the Link action to share a link that’s relevant to the case. #### See Also - [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5 "Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.") <!-- document id=c55bf34cac558d14fdbc05e448e83d95814e2a84c6760ee45329272c78550acf url=/admin/current/en-us/service/264-0-0/fs_agentforce_supervisor_view_parent.md --> # Use Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. Before you begin, make sure to assign the [required permissions](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_perms.htm&release=264.0.0&type=5 "Create and assign permissions to users."). With Agentforce Scheduling Supervisor View, dispatchers can easily monitor real-time conversations between AI agents and customers in one place. They can use this view to track scheduling requests and customer responses and make sure agents complete tasks effectively. When a representative is needed, dispatchers can also step in and take over escalated conversations. For example, a technician calls in to say that they can't make it to their 5:30 PM appointment. The dispatcher needs to move the appointment, so they click the **Rebook with Agentforce** action in the Classic Dispatch Console. A few hours pass, and the dispatcher wants to know what's happening with the appointment. Was it rebooked? Did the customers reply? Did they confirm a new time? The dispatcher clicks the Agentforce Scheduling Supervisor View icon where they can see the status of the conversation linked to the service appointment. Agentforce Scheduling Supervisor View includes three tabs that show information related to live, escalated, and completed conversations. For each conversation, it shows information related to the linked service appointment, service territory, account, and contact. It also shows the messaging session linked to the service appointment and other relevant details. ![Agentforce Scheduling Supervisor View](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view.png) - **[Considerations for Agentforce Scheduling Supervisor View in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_get_started.htm&release=264.0.0&type=5)** Review important considerations for using Agentforce Scheduling Supervisor View. - **[Work with Agentforce Scheduling Supervisor View for Field Service in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_work_in_view.htm&release=264.0.0&type=5)** View real-time scheduling conversations to track scheduling requests and escalations. <!-- document id=38a206bb7b98cc5cab03d64bf1c7b962cc6ec84b8248dac938b9e2c170ec7387 url=/admin/current/en-us/service/264-0-0/fs_agentforce_supervisor_view_parent_studio.md --> # Use Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. - **[Get Started with Agentforce Scheduling Supervisor View in the New Agentforce Builder for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_get_started_studio.htm&release=264.0.0&type=5)** Learn about Agentforce Scheduling Supervisor View. - **[Work with Agentforce Scheduling Supervisor View for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_work_in_view_studio.htm&release=264.0.0&type=5)** View real-time scheduling conversations to track scheduling requests and escalations. <!-- document id=84788e161ba46be6cb7e716cbd17e1d640f0d99cf51c0c82233558c6430b1ab3 url=/admin/current/en-us/service/264-0-0/voice_existing_byoa_auto.md --> # Use an Existing Amazon Connect Instance Integrated by Salesforce Set up your Salesforce Voice (formerly Service Cloud Voice) contact center with your existing Amazon Connect instance. Let Salesforce Help you integrate Voice with your existing Amazon Connect instance. Choose this option if you have an AWS account and an Amazon Connect instance you want to use with Voice. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> With this option, Salesforce assumes an AWS IAM role on your behalf to integrate Voice with Amazon Connect. Voice reuses your Amazon Connect instance’s S3 bucket, contact record data stream, Kinesis video stream, and Contact Lens stream. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To create different multiple contact centers using different Salesforce orgs, all backed by the same Amazon Connect instance, you must manually set up the contact centers, as described in [Multi-org Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_multi_org.htm&type=5&language=en_US). Before integrating Voice with your existing Amazon Connect instance, ensure that you have one of the **Hours of operation** as Basic Hours in your Amazon Connect instance. Salesforce Voice with Partner Telephony from Amazon Connect supports Amazon Connect instances of type SAML only. You must ensure that you have all the required resources such as S3 bucket, contact record data stream, Kinesis video stream, and Contact Lens stream in your AWS account. Also, after creating your Amazon Connect instance, you must not delete these configured resources from your AWS account. If you have any edition of the older (legacy) Salesforce Voice - LP product, the same steps are also applicable for integrating Voice with your Amazon Connect instance. 1. From Setup, enter Partner Telephony in the Quick Find box, then select **Partner Telephony Contact Centers**. 2. Click **Create Contact Center**. 3. Specify **Amazon Connect** as the telephony provider. 4. Select **Use an existing Amazon Connect instance by entering the instance details**. ![Specify the contact center and AWS details.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_create_byoa.png) 5. Enter the contact center and AWS details. 1. Enter a display name for your contact center. 2. Enter an internal name for your contact center. The internal name is how other objects recognize your call center, similar to an API name. The internal name must be unique to your org, contain fewer than 20 characters, start with a letter, and contain only alphanumeric characters. 3. Select the same AWS region where your Amazon Connect instance is located. The list is populated with the AWS regions that support Amazon Connect. If you operate in the public sector domain in the US, when you create a contact center, the list is populated with the AWS GovCloud regions for compliance. The supported AWS GovCloud regions are specified in [Amazon Documentation](https://docs.aws.amazon.com/govcloud-us/latest/UserGuide/govcloud-con.html). 4. Enter the instance ID of your existing Amazon Connect instance. You can get the instance ID from your AWS Console. The instance ID is the characters after `instance/` in the instance ARN. ![The instance ID is the last part of the instance ARN.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_amazon_connect_instance_id.png) 5. Enter the ARN of the IAM role that you created earlier. Salesforce uses this IAM role to access your Amazon Connect instance to automatically build out your contact center. You can also enable [external ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&type=5&language=en_US) for the AWS account associated with the IAM role ARN. You can enable external ID only if you have not created any other contact centers in this org with this AWS account. 6. If AWS permissions boundaries are enforced for the IAM role, enter the AWS permissions boundary Amazon Resource Name (ARN) for the role. If set, the permissions boundary policy is attached to each IAM role that’s created during contact center provisioning. 6. Click **Next**. If you enable the external ID option for the IAM role ARN in the previous step, you must generate the External ID for the AWS account associated with the IAM role ARN. Then, add the generated external ID in the Trusted Relationships in your AWS account. In your AWS account, the external ID must be added in the `provisioningrole` json file corresponding to the IAM role ARN.![generate external id](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_cc_gen_ext_id.png) 7. Optionally, select users that you want to add to your Amazon Connect instance. The list is populated with users who already have the Salesforce Voice Contact Center Admin permission set. 8. Click **Done**. It can take a few minutes to create the contact center. 9. To manage the contact center after it’s created, under Setup, enter Partner Telephony Contact Centers in the Quick Find box, and select **Partner Telephony Contact Centers**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If the contact center fails to be created, Salesforce sends you an email to help you resolve the issue. For example, the message states that there was an error executing the Cloudformation template, or that Amazon doesn't have the required resources. It can also contain details, such as a missing permission on the AWS side. ## Next Steps for Salesforce Voice Setup Now that you’ve created your contact center, it’s time to configure it. For example, add service reps to the contact center, set up your phone channel, and set up reps’ and supervisors’ workspaces. #### See Also - [Configure AWS Identity and Access Management (IAM) Role for Voice](https://help.salesforce.com/s/articleView?id=service.voice_ac_iam_role.htm&release=264.0.0&type=5 "When using Salesforce Voice with Partner Telephony from Amazon Connect, you must create a role with the correct policy information. Then, when you set up a contact center in Salesforce using a new or existing Amazon Connect instance, use this IAM role ARN in Amazon Connect. Salesforce then accesses your Amazon Connect instance to build out your contact center automatically.") - [_Salesforce Help_: Set Up External ID](https://help.salesforce.com/s/articleView?id=service.voice_external_id.htm&language=en_US) - [Configure Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_contact_center_configure.htm&release=264.0.0&type=5 "To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces.") <!-- document id=e230b0f7d28431fa304fa01167bd7516cf2d43a0d61583ae8a483fe107bc8bac url=/admin/current/en-us/service/264-0-0/voice_existing_byoa.md --> # Use an Existing Amazon Connect Instance Integrated by You You can manually integrate Voice with an existing Amazon Connect instance by importing the contact center definition XML file. Choose this option if you don’t want Salesforce to assume your AWS IAM role. ### Required Editions This article applies to: - Salesforce Voice with Partner Telephony from Amazon Connect (Voice manually integrated with your Amazon Connect instance by importing the contact center definition XML file) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Starting from Summer ’ 25, the Get Started with Salesforce Voice with Partner Telephony from Amazon Connect PDF guide is no longer valid for creating contact centers. - **[Create AWS Resources and cloudformation Template](https://help.salesforce.com/s/articleView?id=service.voice_create_AWS_resource.htm&release=264.0.0&type=5)** If you want to use the sample cloudformation template, you must also create the prerequisite AWS resources. You can execute the cloudformation template in any AWS region, but you must make sure that the Amazon Connect instance and ContactCenterStack are also in the same region. Before importing the contact center definition XML file to create a contact center, you must create the AWS resources in your AWS account. - **[Create a Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_create_cc_flex_provisioning.htm&release=264.0.0&type=5)** Before creating a contact center in Salesforce org, you must create AWS artifacts and external client app. - **[Configure Omni-Channel for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_omni.htm&release=264.0.0&type=5)** Follow these steps to configure Omni-Channel so reps can use it to accept and make calls. Create a contact center agent permission set, and then create a presence status and assign it to users. Add the Omni-Channel utility to the Lightning Service Console so reps can use the Omni-Channel softphone. Optionally, configure the After Conversation Work setting and add the After Conversation Component component to the Voice Call record page. - **[Assign Contact Center Permission Sets for Partner Telephony](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_assign_permissions.htm&release=264.0.0&type=5)** Use permission sets to control access to your Voice contact center. Give at least one user, such as yourself, the Salesforce Voice Contact Center Admin (Partner Telephony) permission set so they can set up the contact center. Give reps and supervisors the Salesforce Voice Contact Center Rep (Partner Telephony) permission set so they can make and receive voice calls and listen to call recordings. - **[Create Contact Center Connectivity from Lambda Function](https://help.salesforce.com/s/articleView?id=service.voice_flex_cc_lambda.htm&release=264.0.0&type=5)** If you have added the UpdateCredentialRole attribute in the contact center definition file, use the Update Key option in the Contact Center details page to update the JWT key. If you haven't added the UpdateCredentialRole attribute in the contact center definition file, you must generate a self-signed sertificate with OpenSSL and update the contact center definition file based on the value. - **[Set Up Third Party Identity Provider](https://help.salesforce.com/s/articleView?id=service.voice_flex_third_party.htm&release=264.0.0&type=5)** You can also set up a third party identity provider. - **[Create a Phone Channel](https://help.salesforce.com/s/articleView?id=service.voice_byoa_create_phone_channel.htm&release=264.0.0&type=5)** To configure call routing for voice calls, including Omni-Channel flows and queue routing, and to determine when to create an End User record, create a phone channel. After you create a phone channel, you can set up a caller ID tool to create or reuse an End User record and choose whether to associate the End User record with the number dialed. - **[Enable Universal Call Recording in an Existing Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_byoa_enable_universal_call_recording_existing_contact_center.htm&release=264.0.0&type=5)** By default, the Universal Call Recording feature is disabled in Amazon Connect contact centers. To enable this feature in a Partner Telephony from Amazon Connect contact center that was created before Spring ’22, update the XML contact center definition file. Then import the XML file into your Salesforce org using the Metadata API to update the contact center setting. - **[Add and Remove Users in Your Partner Telephony Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_add_users.htm&release=264.0.0&type=5)** After you create a contact center for Salesforce Voice with Partner Telephony or Salesforce Voice with Partner Telephony from Amazon Connect, add users to your contact center. You can add Service Cloud Users who have the Salesforce Voice Contact Center Admin (Partner Telephony) permission set or the Salesforce Voice Contact Center Rep (Partner Telephony) permission set. Remove users who no longer need access. - **[Report on Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_ac_reporting.htm&release=264.0.0&type=5)** Create a CRM Analytics App to report on your contact center’s key performance indicators (KPIs). - **[Maintain Your Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_ac_maintain.htm&release=264.0.0&type=5)** Follow these steps to keep your contact center and contact flows up to date. - **[Multi-Org Contact Centers](https://help.salesforce.com/s/articleView?id=service.voice_multi_org.htm&release=264.0.0&type=5)** A multi-org contact center is a setup where you create different contact centers in different Salesforce orgs all backed by the same Amazon Connect instance. Multi-org helps to maintain distinct Salesforce environments while centralizing your telephony infrastructure. The setup process involves executing CloudFormation templates in your AWS account, and importing XML files to configure each org. You can’t create multiple contact centers connected to the same Amazon Connect instance in a single org. <!-- document id=a3b6374ad6efa65c38050b5b15817b8742f5f3297623bc260c2467112924e208 url=/admin/current/en-us/service/264-0-0/csi_use_customize_prompts.md --> # Use and Customize Insights Prompt Templates Set up and customize standard prompt templates to tailor AI-driven insights to your business needs, improve system control, and optimize resource use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with the Einstein for Platform, or Einstein or Agentforce for Sales or Service add-on, or Agentforce Foundations, with Data Cloud enabled and the Customer Signals Intelligence add-on.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d4300e69">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d4300e69 ">To create and edit prompt templates in Prompt Builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d4300e69 ">Prompt Template Manager permission set</td> </tr> </tbody> </table> ## Use Prompt Templates Apply the standard prompt templates to help the large language model (LLM) generate insights on contact reasons, customer sentiments, key phrases, and product or company names. 1. From Setup, use Quick Find to open Prompt Builder. 2. Search for the template you want to use. The Customer Signals Intelligence prompt templates each map to an AI service. This table lists each template, its AI service, and what it does. | Prompt Template | Associated AI Service | Description | | --- | --- | --- | | Extract Topics | Contact Reason Extraction | Extracts topics from text. | | Extract Targeted Sentiment | Targeted Sentiment | Extracts targeted sentiments from text, specifically sentiments that are linked to objects or topics. | | Extract Customer Sentiment | Sentiment | Extracts customer sentiment from text. | | Extract Objects | Entity Extraction | Extracts objects from text. | | Extract Keyphrases | Key Phrase Extraction | Extracts key phrases from text. | | Extract Product Insights | Product Insights Extraction | Extracts information about specific products from text. | 3. Click the prompt template to open it. 4. Enter your input text. 5. To see a preview of the generated insights, click **Preview**. ## Modify Prompt Templates Edit standard prompt templates to align them with your specific business requirements. 1. From Setup, use Quick Find to open Prompt Builder. 2. Search for the prompt template you want to edit and open it. 3. Modify the prompt instructions with details specific to your business needs. Although you can’t change the prompt’s output format, you can edit other parts of the prompt. For example, you can add specific product names, match your compliance standards by editing guidelines and adding explicit instructions, identify key business terms, and modify length requirements. 4. When you’re done, click **Save As** and select **Save as a New Version**. The new version appears in the **Versions** menu. 5. To activate your new version, click **Activate**. <!-- document id=8b4a8bfca4c3858ba3506d843e6132a85bac57054e03c3c8c52e74be77ed5d87 url=/admin/current/en-us/service/264-0-0/mfs_offline_briefcase.md --> # Use Briefcase Builder with Field Service for Offline Work Get access to thousands of records offline, even in the most challenging environments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> With [Briefcase Builde](https://help.salesforce.com/s/articleView?id=xcloud.briefcase_builder_overview.htm&type=5&language=en_US)r, you can create a briefcase and then select the records that you want to put in the briefcase. After the briefcase is set up, you can make it available to your users while they’re offline in the Field Service iOS and Android mobile apps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To use Briefcase Builder and access its full functionality, install the iOS and Android Field Service connected apps. Without the connected apps, Briefcase Builder doesn’t work. <!-- document id=7fa1e3a3872d7faaa8083c032d01aaec7b1a754073bb5e680245906761e992fc url=/admin/current/en-us/service/264-0-0/incident_mgmt_broadcast_communications_for_incident_management.md --> # Use Broadcast Communications Inform internal and external stakeholders of urgent issues with Customer Service Incident Management broadcast communications. You can notify the appropriate groups via alerts, Slack messages, emails, or site banners. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Your Salesforce admin must first enable and set up the broadcast communication types. | Broadcast Communication Type | Internal | External | Audience | | --- | --- | --- | --- | | Alert | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | Customer service reps, incident managers, incident teams | | Email | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | Impacted or high-priority customers | | Site Banner | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | Customers or website users | | Slack Message | ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | Stakeholders and leadership teams | You can use a broadcast alert to notify team members when an incident occurs so that they can take direct action. A broadcast alert uses a defined template that you can’t modify. ![Preview box for a broadcast alert.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_alert_preview.png) Use Slack messages to streamline reporting of ongoing incidents. The message autofills based on the incident’s field values. ![Preview box for a broadcast Slack message.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_slack_preview.png) You can use broadcast emails to inform customers of ongoing incidents and keep them up to date as the incident evolves. ![Preview box for a broadcast email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_email_preview.png) A broadcast site banner proactively warns customers of incidents and helps deflect new cases related to the incident. ![Sample help site with a site banner.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_broadcast_banner_example.png) - **[Notify Internal Stakeholders with Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_notify_internal_stakeholders.htm&release=264.0.0&type=5)** To notify incident teams or internal stakeholders of an ongoing incident, use broadcast alerts or Slack messages. - **[Notify External Stakeholders with Broadcast Communications](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_notify_external_stakeholders.htm&release=264.0.0&type=5)** To notify customers of an ongoing incident, use external broadcast communications such as site banners and emails. <!-- document id=34c0fa981ea3c5b2228ca4b081e7b88d8e8635fe3b79204a6f5370d8c7abfb40 url=/admin/current/en-us/service/264-0-0/einstein_generative_ai_ground_case_feed.md --> # Use Case Feed as a Grounding Source for Case Summaries Case Feed ‌includes direct text entry and posts with attached links and files. A higher number of grounding posts will increase token costs ‌and case summary generation times. To mitigate this, we limit grounding posts to a maximum of 100. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Review these limitations and considerations before using Case Feed as a grounding source for Case Summaries. - Attachments, including PDFs, Excel files, Word documents, and images, don’t appear in Case Feed posts or comments. - Images added directly to the Case Feed post appear as a text placeholder, regardless of the file type. For example, \[Image: Screenshot 2025-11-07 at 15.02.37\]. - Links added to Case Feed posts show the title and the full URL. For example, Title: help.salesforce.com and URL: https://help.salesforce.com/s/articleView?id=service.service\_learn.htm&type=5 To include case feed as a grounding source to generate case summaries, select **Include Case Feed**. By default, this checkbox is deselected. Case Feed is only available for Case Summary grounding. ![Additional Object Grounding Options showing Include Case Feed checkbox selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_grounding/service_grounding_case_feed.png) <!-- document id=4138e3f526b3479a949ce2a9b448b9e25aa7a29912fbadcb6bd746484e961d80 url=/admin/current/en-us/service/264-0-0/case_interaction_overview.md --> # Use Case Feed in Salesforce Classic Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Sales reps assigned to a Case Feed page layout see a page that looks similar to the page shown in the screenshot. Administrators can customize case page layouts, so your org’s page layout can look different. ![Case Feed overview](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_overview.png) - Highlights Panel (1)—Provides an overview of the most important information about a case, such as the contact information, case name, case description, status, priority, and case owner. Support reps can use the column dividers to resize sections of the highlights panel so they can see more of the info that’s most relevant. - Feed and Detail Views (2)—From the feed view, which includes the publisher and feed, support reps can easily switch to the case detail view to see more in-depth information and work with related lists. - Publisher (3)—Contains the actions support reps use to work with cases, such as the Email, Case Note, and Change Status actions. - Articles Tool (4)—Lets support reps find Knowledge articles that can help them resolve cases, and then attach them to a case or email them to customers. - Feed Filters (5)—Help support reps quickly find specific information in the feed by limiting the feed items that appear. - Feed (6)—Offers a chronological view of the case’s history. Feed items are created for: - Case record creation - Incoming and outgoing email related to the case - Comments related to the case on a customer portal or Chatter Answers - Calls logged about the case - Changes to the case status - Comments made on the case - Links or files added to the case - Milestone activity related to the case - Case actions that result from workflow events - New tasks and events related to the cases - Follow Button and Followers List (7)—Let support reps follow the case so they’re notified in Chatter of updates to it, and let them see other followers. - Custom Buttons and Links (8)—Give support reps access to more tools and functionality. Administrators can customize most aspects of Case Feed, including: - Fields in the highlight panel - Actions that appear and the fields they include - Feed filters that are available and where on the page the list appears - Width of the feed - Availability of tools, custom buttons, and custom links, and where they appear on the page Here’s some more information about using the case feed. - **[Use Actions to Work with Cases in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_use_actions.htm&release=264.0.0&type=5)** Case Feed actions make it easy for support reps to do tasks like send email, post to portals and Experience Cloud sites, log calls, change case status, and write case notes, all on the same page. - **[Use Feed Filters in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_feed_filters.htm&release=264.0.0&type=5)** Feed filters make it easy for support reps to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, support reps can find the information they need more quickly, without having to browse through each case event. - **[Case Feed and Related Lists](https://help.salesforce.com/s/articleView?id=service.case_interaction_related_lists.htm&release=264.0.0&type=5)** In the traditional case interface, support reps complete tasks such as logging calls and sending emails primarily by working with related lists. In Case Feed, support reps can do several of these tasks directly in the feed. - **[Find, Attach, and Email Articles with the Case Feed Articles Tool](https://help.salesforce.com/s/articleView?id=service.case_interaction_using_articles.htm&release=264.0.0&type=5)** Knowledge articles can help you solve cases more quickly by providing in-depth troubleshooting steps and other detailed information. Use the articles tool in Case Feed to search for articles relevant to the case you're working with, attach articles to the case, and email them to customers. - **[View and Edit Cases from the Case Detail Page in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_case_detail_page.htm&release=264.0.0&type=5)** Use the Case Detail page to see and update detailed information about a case and work with related lists. - **[Post on Cases and Experience Cloud Site Questions with the Experience Action in the Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_portal_post.htm&release=264.0.0&type=5)** The Experience action in the case feed is your default option for responding to customers on cases that originated from an Experience Cloud site or customer portal. - **[Printable View in Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_printable_view.htm&release=264.0.0&type=5)** Use the printable view option to view and print a comprehensive list of the information related to a case. <!-- document id=09e55541a17bcf91b7cffc29b784306bf302a70fdf4cdac48aa8dd40fa48f798 url=/admin/current/en-us/service/264-0-0/case_summaries_use.md --> # Use Case Summaries in the Console You can generate case summaries based on the data from case fields, emails, case feed, and case comments. The summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, the summary defaults to English. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13468e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13468e55 ">To view and act on Case Summaries recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13468e55 ">Enhanced Summaries User permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13468e55 ">To run prompt templates and generate summaries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13468e55 ">Prompt Template User permission set</td> </tr> </tbody> </table> To access case summaries in the console, make sure the setup is complete. - [Enable Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_enable.htm&language=en_US&type=5) - [Set up Enhanced Summaries for Case](https://help.salesforce.com/s/articleView?id=service.enhanced_summaries_case_setup.htm&language=en_US&type=5) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This tool uses generative AI and may produce inaccurate or harmful content. Always review the output for accuracy and safety before using it. You are responsible for any content you save or share. On the Case page, in the Case Summary component, select the summary configuration for your role in the Viewing As field. Then, click **Summarize**. The case summary includes a summary, issue, and resolution. You can review, edit, and save the summary. If this feature is set up, you can post case summaries to the case feed and comments. You can also generate a new summary at any time. ## Languages Case Summaries are available in Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, and Thai. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If your locale is set to Czech, Danish, Dutch, Finnish, Greek, Hungarian, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Swedish, or Thai, make sure your admin has turned on Global Languages in Einstein Setup for summaries to appear in your language. Otherwise, they default to English. <!-- document id=18d7719abbab2528fcc128de5395ddf006fe9a7766b4d9ea0fb4e53fef82bef5 url=/admin/current/en-us/service/264-0-0/messaging_dynamic_whatsapp_flow_switch_element.md --> # Use Case: Use a Switch Element to Show Screens Based on Conditional Logic Use the Switch screen element to dynamically show or hide content. It compares a single field value against one or more specified values, and then displays the content associated with the first value that is an exact match. If no match is found, it returns the preconfigured default value. Unlike the If element, Switch is limited to performing an exact match comparison on a single field and doesn’t support complex logical operators like AND or OR. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_dynamic_whatsapp_flow_switch_element__image_cgj_vgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_dynamic_whatsapp_flow_switch_element__image_cgj_vgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels, Unified WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d161084e93">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161084e93 ">To create messaging components: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161084e93 "> <p>Customize Application AND View Setup and Configuration</p> <p>OR</p> <p style="margin-bottom:0;">System Administrator</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161084e93 ">To send and receive messages in Messaging: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161084e93 ">Messaging Agent</td> </tr> </tbody> </table> To illustrate how to use Switch, consider this example. You are the admin for Healthy Pets, a veterinary hospital. Your job is to build a WhatsApp Flow, where the initial screen asks the customer for their animal type, and then sends them to a screen to provide details about the animal. To share specific details about each animal type, create a different screen for each type. For example, if the customer selects Cat, the Next button takes them to the Cat screen. After providing animal-specific information, the customer is then sent to the final screen, where they confirm their account information. This example assumes that you already created the WhatsApp Flow with these screens. ![The WhatsApp flow contains 5 screens with content.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_screens_list.png) 1. In the Component Formats section of the Form messaging component, select **Flow**. 2. In the Screens section, expand the Animal Type screen and add a dropdown screen element that shows: Cat, Dog, Bird, and Other Animal. ![There are different options for each animal type, including cat and dog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_animaltype_dropdown.png) 3. To preview the Animal Type screen, in Component Properties in the right sidebar, select and expand the screen node. ![The previous shows the results of the dropdown selection configuration.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_screen_animal_type.png) 4. To advance the user to the next screen based on their animal type selection in the Animal Type screen, add a Switch element. 5. In the Component Properties of the Animal Type screen, click **Add Content**, select **Switch** under Conditional Logic, and click **Done**. 6. To configure the Switch element, expand the Switch node and click **Edit**. ![The screen configuration shows different screen elements, including the Switch element.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_switch_element.png) 7. In Select Field, select the field that the customer uses to choose their animal type. 8. Add a separate case for each animal type that can be selected. For the Literal Value field, enter the ID, not the display label, of every selection that you defined in the Dropdown Selection screen element in the Animal Type screen. ![The conditional logic defines a separate case for each animal type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_switch_cases.png) 9. Click **Next**. 10. For each case, select the content to show when that condition is true. For example, add a Next button in the footer that takes the customer to the Cat page if they selected Cat as the animal type. 1. To add a button that advances to the animal type screen, click **Add Content**, expand Other Content Types, and select **Footer**. 2. Enter the footer details, including entering “Next” as the button label and selecting the animal type screen in the Next Screen field. ![The configuration shows a Next button that navigates to the Cat page if cat is selected as the animal type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_switch_cat_case.png) 3. Click **Next**. The Define Switch Logic and Conditional Content modal walks you through every case so that you can configure what content to show. For all of them, add the Next button that takes them to the animal type’s page. 4. When you’re done, click **Save**. In the Component Properties, the Switch node shows the cases and the resulting content for each case. ![The Component Properties shows the results when different animal types are selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_switch_summary.png) <!-- document id=9ed04f2355c21ead372b2be588de5c0414e8e085efefc6b2f2ccc17299591142 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_flow_endpoint_use_case.md --> # Use Case: Use an Endpoint to Populate a Screen with an External Data Source An endpoint connects an external data source to your Apex form messaging component for dynamic WhatsApp Flows. Present information from an external source on a screen in a form. For example, a doctor’s office could create a form that asks a customer which body part hurts, and then present a list of doctors who specialize in that ailment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d34408e94">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34408e94 ">To create messaging components: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34408e94 "> <p>Customize Application AND View Setup and Configuration</p> <p>OR</p> <p style="margin-bottom:0;">System Administrator</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d34408e94 ">To send and receive messages in Messaging: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d34408e94 ">Messaging Agent</td> </tr> </tbody> </table> Before you attempt to create something similar to this example, familiarize yourself with Meta’s Implement Endpoints for Flows documentation. 1. Open the Flow format of an Apex-based form messaging component. 2. Fill in the Enable Endpoints section of the Initial Message. 1. In the Enable Endpoint field, select **True**. 2. In the Endpoint URL field, enter your endpoint. ![Enable Endpoints section filled out with Enable Endpoint set to True, and URL populated in the Endpoint URL field.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_1.png) 3. To create a screen that asks the customer which body part is hurting, navigate to the Screens section and click **\+ Add Screen**. 4. Under Flow Screen Title, in the Text field, enter the title that customers see at the top of this screen in the flow. In this example, we’ll enter **Patient Intake**. 5. Click **+Add Content**, click to expand the Selection list, and then select **Single-Select Question**. Click **Done**. This Single-Select Question screen element lets you create a list of body parts for a customer to choose from. Based on their selection from that list, you’ll present a list of compatible doctors on the following screen. Click to expand the Single-Select Question element, and fill in its fields. 1. Under Field ID: Text, name it **medical\_need**. 2. Under Title: Text, add the question that presents to customers. Something like, **Where are you experiencing pain?** 3. Under Options: Options Mode, select **Static Options**. 4. Click **Manage Options**. 5. Click **\+ Add**. 6. Under Option 0, in the ID field, enter the internal ID for this field. 7. In the Label field, select **Literal**, and enter a body part that your doctor practice can treat, such as **Arm**, in the field below it. ![The Manage Options modal expanded with menu selections filled out. ID and Label text fields are both set to the word Arm, which is a possible menu selection.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_2.png) 8. Click **\+ Add** to create menu selections for additional body parts that you have doctors for. 6. Save your changes. At this stage, your form preview shows the Patient Intake screen with your single-select question and its body part options. ![Screen preview showing the Flow Screen Title, the question Title, and two single-select menu options.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_3.png) 7. Back under Screen Elements for the same screen, click to minimize the Single-Select Question element that you just created. In this next step, create the button that a customer clicks to confirm their answer to the question Where are you experiencing pain? 8. Click **\+ Add Content**, click to expand Other Content Types, select **Footer**, and click **Done**. 9. Under Footer Button, in the Text field, enter **Continue**. 10. In the Footer Action section, in the Footer Action field, select **Data Exchange**. 11. Click **Configure Payload**. 1. Under Name, enter the Field ID of your single-select question. In this case, we named it **medical\_need**. 2. For Type, select **Reference**. 3. For Value, select **\[Input\] Patient Intake - medical\_need**. ![Data Exchange Payload modal window expanded. Name is set to medical\_need, and Value is selected as \[Input\] Patient Intake - medical\_need.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_4.png) 12. Save your changes. Now your screen preview shows the Continue button beneath your single-select question. ![Screen preview with the addition of the Continue footer button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_5.png) 13. To create a new screen that presents a list of doctors from the endpoint’s database based on the selection that your customer makes in the previous screen, click **\+ Add Screen**. 14. In the Flow Screen Title section, in the Text field, enter a header for this screen. We’ll call ours **Doctor Preference**. 15. Under Screen Elements, click **+Add Content**, click to expand Selection, select **Dropdown Selection**, and click **Done**. 16. Click to expand Dropdown Selection. 1. Under Field ID, in the Text field, name it **doctor\_list**. 2. Under Title, in the Text field, enter the command that the customer sees on the form. Something like, **Select a Doctor**. 3. Under Options, in the Options Mode field, select **Dynamic Reference**. 4. In the Select Array Field dropdown, select **\[Data\] Doctor List - array**. 17. Save your changes. Your screen preview shows the Doctor Preference screen with a dropdown of doctors populated from your external data source. ![Screen preview with Flow Screen Title set to Doctor Preference, dropdown field title set to Select a Doctor, and the dynamic reference dropdown field set to an array.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/wa_endpoints_6.png) 18. Continue to build the rest of your flow. <!-- document id=425c0d4e64d2df4982caaad639ea80171303b4089f51e917f4779ab0c05a92a8 url=/admin/current/en-us/service/264-0-0/messaging_dynamic_whatsapp_flow_if_element.md --> # Use Case: Use If Condition to Show Content Based on Complex Logic Use the If Condition screen element to dynamically show content or screens. For example, you can use the If Condition to add a footer that navigates to a different screen based on the previous selection. With the If Condition screen element, Salesforce evaluates one or more conditions in sequence and displays the content if the condition evaluates to true. If the condition is false, the logic returns the other preconfigured content. Unlike the Switch conditional logic, If Condition logic supports complex criteria by combining conditions using AND and OR logical operators. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_dynamic_whatsapp_flow_if_element__image_cgj_vgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_dynamic_whatsapp_flow_if_element__image_cgj_vgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels, Unified WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46354e95">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46354e95 ">To create messaging components: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46354e95 "> <p>Customize Application AND View Setup and Configuration</p> <p>OR</p> <p style="margin-bottom:0;">System Administrator</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46354e95 ">To send and receive messages in Messaging: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46354e95 ">Messaging Agent</td> </tr> </tbody> </table> To illustrate how to use the If Condition screen element, consider this example. You are the Salesforce admin for Healthy Pets, a veterinary hospital. Your job is to update the last screen of a WhatsApp Flow to include a summary of the scheduled veterinary appointment. The summary must follow this format: Dr. <`doctor_name`\> looks forward to seeing your <`animal_type`\> for a <`visit_type`\> visit. If you have any questions, feel free to reach out to us. Use an If Condition to display a different message based on the type of visit (in-person or video call) and animal type. Dr. Catalina handles in-person visits for cats only. Dr. Virtuoloso handles all other visits, virtual or in person, for any other type of animal. This example assumes that you already created a form messaging component based on an Apex class and created a Flow format. 1. Open the Form messaging component. 2. In the left sidebar, under the Component Formats section, select **Flow**. 3. In the Screens section, expand the screen where you want to add the summary. 4. In the Component Properties section, click **Add Content**. 5. Expand Conditional Logic, select **If Condition**, and click **Done**. 6. Add the condition. 1. Add another condition that checks if the animal type is Cat. 2. Add the condition that checks if the visit type is In-Person. 3. Because both conditions must be true to assign Dr. Catalina to the appointment, in the Condition Logic field, select **All Conditions Are Met**. ![Conditional logic with two conditions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_if_conditions.png) 4. Click **Next.** 7. Define the content to show when the condition logic is true or false. 1. In the Content for True Conditional Logic screen, click **Add Content**, and add the content. ![Shows the results when the condition is true.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_if_condition_true_content.png) 2. Click **Next**. 3. In the Content for False Conditional Logic, click **Add Content**, and add the content. ![Shows the results when the condition is true.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_form_component_whatsapp_flow_if_condition_false_content.png) 4. Click **Save**. 5. Save the messaging component. <!-- document id=2f6910437f5eed722baaabbdb208cdf2bc73f993d82f5ccdc040934d1ddc46a6 url=/admin/current/en-us/service/264-0-0/pfs_multiday_optimization.md --> # Use Cases for Field Service Multiday Work Optimization Optimizing multi-day work alongside regular appointments has a direct impact on the KPIs that matter to asset-heavy field service organizations: fewer visits per asset, higher resource utilization, lower travel and mobilization cost, and schedules dispatchers trust without manual cleanup. During global and in-day optimization, the engine can schedule, move, or drop multiday work in order to improve the schedule quality. By dynamically adjusting multiday work alongside shorter appointments, the engine closes schedule gaps and reduces disruptions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Multiday work optimization is available with Enhanced Scheduling and Optimization. Review the use cases to learn how schedule changes occur during multiday work optimization runs for a scenario with several assets, multiple service resources, and a mix of multiday maintenance appointments and shorter repair appointments across the week. ## Example 1: Group Same-Site Work Onto One Resource When work includes both multiday planned maintenance work and short repair jobs for various assets, the goal is to ensure that each service resource finishes work on one asset before moving to the next. Optimization tries to group all appointments on a specific asset and schedule them consecutively to the same resource. ## Example 2: Fit a New Appointment Into an Existing Site Cluster When work includes both multiday planned maintenance work and short repair jobs for various assets, the goal is to ensure that each service resource finishes work on one asset before moving to the next. Optimization tries to group all appointments on a specific asset and schedule them consecutively to the same resource. ## Example 3: Make Room for High-Priority Work When a high-priority emergency appointment arrives midweek with every resource fully booked, dispatchers shouldn't have to manually rework the schedule to fit it in. Optimization can drop low priority multiday appointments if needed to fit the emergency. ## Considerations - Multiday work optimization requires Enhanced Scheduling and Optimization. - Multiday work optimization applies to global and in-day optimization. It doesn't apply to Appointment Booking, Get Candidates, Book Appointments, drag-and-drop, manual rescheduling, or Auto-Dispatch. - Multiday work optimization in Resource Schedule Optimization (RSO) depends on the horizon optimized. Since in most cases, RSO is triggered on a short time period (for example, 2-3 days), multiday appointments have a limited timeframe to be optimized in. - All existing multiday scheduling rules and considerations still apply. For example, a multiday service appointment can't span more than eight calendar weeks, and multiday service appointments can't be combined with complex work dependencies. #### See Also - [Enable Multiday Field Service Appointments](https://help.salesforce.com/s/articleView?id=service.pfs_multiday.htm&language=en_US) - [Optimize Your Schedule from the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&language=en_US) - [Optimization in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_optimization_parent.htm&language=en_US) - [Optimize Today’s Field Service Schedule](https://help.salesforce.com/s/articleView?id=service.pfs_in_day_optimization.htm&language=en_US) <!-- document id=21812be8aa5c08eaa4993b99dbdfb998f5b8d119f739f2b4b06a673be8e68b31 url=/admin/current/en-us/service/264-0-0/pfs_scheduling_priority_optimization_use_cases.md --> # Use Cases for Prioritizing Field Service Appointments Effective prioritization is crucial in Salesforce Field Service to optimize resource allocation when your team's capacity is limited. Review the use cases to learn how to define service appointment priorities and make sure that the most critical work is addressed promptly. Salesforce Field Service supports a priority scale of 1-100. However, we recommend that you start with the default 1-10 scale. This range provides enough granularity for most use cases and simplifies the initial configuration. You can set service appointment priority using various methods. - Formulas–Create formula fields on the Service Appointment object to calculate priority based on other data. - Automation–Employ tools like Flow or Apex code to dynamically update the priority. Formula field examples are used here for clarity, but the underlying principles apply also to automation-based approaches. ## Example 1: (Basic) Prioritizing by Due Date A company wants to prioritize service appointments based only on how soon they're due, using a more detailed priority breakdown. - Appointments due within one day receive priority 1 (highest). - Appointments due within three days receive priority 2. - Appointments due within five days receive priority 3. - Appointments due within seven days receive priority 4. - Appointments due within 14 days receive priority 5. - All other appointments receive priority 6 (lowest). Use this formula to ensure timely completion of appointments, adherence to service level agreements (SLAs), and get a more granular prioritization based on `DueDate` (a standard field on the Service Appointment object). ``` IF( DueDate - TODAY() < 1, 1, IF( DueDate - TODAY() < 3, 2, IF( DueDate - TODAY() < 5, 3, IF( DueDate - TODAY() < 7, 4, IF( DueDate - TODAY() < 14, 5, 6) ) ) ) ) ``` ## Example 2: (Intermediate) Prioritizing by Work Type A company wants to prioritize service appointments based on the type of work being performed. - Emergency Repair receives priority 1 (highest). - Installation receives priority 2. - Preventive Maintenance receives priority 4. - Routine Inspection receives priority 5. - Any other work type receives priority 10 (lowest). Use this formula to ensure that critical work types are prioritized based on the `WorkType.Name` (a standard field on the Work Type object), optimizing resource allocation and minimizing downtime. ``` CASE(WorkType.Name, "Emergency Repair", 1, "Installation", 2, "Preventive Maintenance", 4, "Routine Inspection", 5, 10 ) ``` ## Example 3: (Intermediate) Prioritizing by Combined Due Date and Work Type A company schedules installations (high priority), maintenance (medium priority), break-fix (high priority), and field inspections (low priority). While break-fixes and installations are generally prioritized, approaching due dates can increase the urgency of other work types. - Work type priority (derived from `WorkType.Name` using `CASE`) has a 70% weight. Due date has a 30% weight. - Due dates closer to today result in a higher priority contribution. Use this formula to ensure a final priority between 1-10. This formula balances the inherent priority of work types with the need to meet deadlines, optimizing resource allocation and customer satisfaction based on `DueDate` (a standard field on the Service Appointment object) and `WorkType.Name` (a standard field on the Work Type object). ``` ROUND( CASE(WorkType.Name, "Emergency Repair", 1, "Installation", 2, "Preventive Maintenance", 4, "Routine Inspection", 5, 10 ) * 0.7 + (11 - IF( DueDate - TODAY() < 2, 10, IF( DueDate - TODAY() < 7, 7, 4) ) ) * 0.3 , 0) ``` ## Example 4: (Advanced) Prioritizing by Asset Availability and Due Date A manufacturing service company wants to prioritize work based on asset availability (downtime impact) and due dates. - Asset availability (70% weight) and due date (30% weight) each contribute to the final priority. Lower asset availability increases priority. Use this formula to ensure a final priority between 1-10. Minimize downtime for critical assets and ensure timely completion of work, balancing these two important factors based on`DueDate` (a standard field the Service Appointment object) and the `Availability` field derived from the related asset. Asset availability is the percentage of expected uptime that an asset is available for use. Because there’s no standard lookup field on the Asset object, we assume one was created for this example. To create custom lookup fields, see [Create a Custom Field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US). ``` ROUND( ((101 - Asset__c.Availability) / 10) * 0.7 + (11 - IF(DueDate - TODAY() < 3, 10, IF(DueDate - TODAY() < 7, 7, 4) ) ) * 0.3 , 0) ``` ## Example 5: (Advanced) Prioritizing by Account Tier and Due Date A service company wants to prioritize service appointments based on the value of the customer's account and the due date. - Account tier priority (derived from `Account.Account_Tier__c` using `CASE`) has a 70% weight, and due date has a 30% weight. - Diamond accounts receive priority 1 (highest). - Platinum accounts receive priority 2. - Gold accounts receive priority 4. - Silver accounts receive priority 7. - All other acounts receive priority 10. - Due dates closer to today result in a higher priority contribution. In this case, if the work is due in the next two days, the priority is high, if the work is due in the next seven days, the priority increases by a smaller margin, and if the work is due after seven days, it isn’t prioritized. Use this formula to ensure a final priority between 1-10. Provide premium service to high-value customers and ensure timely completion of all work. Balance customer value and urgency based on `DueDate` (a standard field the Service Appointment object) and `Account.Tier__c` (a custom picklist field on the Account object with values: Diamond = 1, Platinum = 2, Gold = 4, Silver = 7). Because there's no standard Account Tier picklist field on Accounts, we assume one was created for this example. To create custom lookup fields, see [Create a Custom Field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US). ``` ROUND( CASE(Account.Account_Tier__c, "Diamond", 1, "Platinum", 2, "Gold", 4, "Silver", 7, 10 ) * 0.7 + (11 - IF(DueDate - TODAY() < 3, 10, IF(DueDate - TODAY() < 7, 7, 4) ) ) * 0.3 , 0) ``` <!-- document id=b195ceae2dc4832a9abd0e8a03ed1d4c27c26103dca558b98f5a76915e128441 url=/admin/current/en-us/service/264-0-0/bots_service_change_set.md --> # Use Change Sets to Migrate Bots Between Orgs You can use change sets to move bots between sandbox and production. Testing your bot in a sandbox and then moving it to production ensures your bot works as designed and reduces downtime. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d53439e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d53439e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d53439e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Before creating a change set, make sure your source and destination orgs have a deployment connection. 1. In your source org, create an outbound change set. 2. In the Change Set Components section, click **Add**. 3. Select the Bot component type, and then select your bot name. Click **Add to Change Set**. 4. Click **View/Add Dependencies**. Select the bot version you want to include, and then select **Add to Change Set**. 5. If your bot references custom flow definitions or Apex classes, include those components. 6. Upload your outbound change set. 7. When the change set is available in your target org, deploy your change set. Your bot is available on the Einstein Bots setup page. Troubleshooting: - If you’re moving a new flow into an org where it doesn’t yet exist, you must activate the flow in the destination org before opening the bot. - Make sure to include the bot version in the change set. - If you’ve deleted a dialog that was attached to an intent set, you may have an isolated intent set. Learn more at [Delete a Dialog with Intent Enabled](https://help.salesforce.com/s/articleView?id=service.bots_service_delete_dialog_intent.htm&release=264.0.0&type=5 "Before you delete a dialog with intent enabled, you must first remove any intent sets from the dialog. Otherwise, an intent set can become “stuck” to the deleted dialog, so that the intent set is no longer visible and can’t be used in a different dialog. You don’t need to remove utterances you’ve added manually."). Change Sets with Multiple Languages: To migrate a bot with changes in multiple languages (for example, adding a secondary language to a preexisting bot)" - Select the Language Translation component type and include the secondary language. - Add a translation for the dialog name of each dialog. #### See Also - [Change Sets](https://help.salesforce.com/s/articleView?id=platform.changesets.htm&type=5&language=en_US) - [Upload Outbound Change Sets](https://help.salesforce.com/s/articleView?id=platform.changesets_about_outbound.htm&type=5&language=en_US) <!-- document id=225d60c8096ac65ea7ec06d5662b4077b772e7b37d896dc3b142080f2e9a176b url=/admin/current/en-us/service/264-0-0/console2_using_intro_liveagent.md --> # Use Chat in the Salesforce Console in Salesforce Classic Fully integrate Chat with the Salesforce console. For more information, check out [_Chat for Support Agents_](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_agents.pdf) and [_Chat for Support Supervisors_](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/chat_support_supervisors.pdf). #### See Also - [Chat for Support Agents](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agents_intro.htm&type=5&language=en_US) - [Chat for Support Supervisors (Salesforce Classic)](https://help.salesforce.com/s/articleView?id=service.live_agent_support_supervisors_intro.htm&type=5&language=en_US) <!-- document id=ed1e1017731b5336d83aff6c0271e2e2aa8acceb6d7edb4a0af710758f21e1a0 url=/admin/current/en-us/service/264-0-0/snapins_chat_custom_components.md --> # Use Custom Components With Your Chat Window Create custom components to control the user interface for your chat window. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). #### See Also - [Lightning Web Components for Embedded Service for Web](https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_services_web_lightning_web_components.htm) <!-- document id=f16c77da0ddf1b8c24d38707d581b96abbf86cff7e2181d5e1cacbe7f0824f2f url=/admin/current/en-us/service/264-0-0/reports_support_crts.md --> # Use Custom Report Types to Report on Support Activity Cases and Solutions come with a number of custom report types that you can use to track your team’s work with cases and solutions. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use the built-in custom report types to create reports on the number of cases created, case comments, case emails, case owners, case contact roles, cases with solutions, the length of time since the case last changed status or owner, and the history of case fields. You can also report on your organization’s solutions, including solution history, the languages in which solutions have been written, and whether translated solutions are out of date. Some custom report types become available only when you enable their related features. For example, when you enable historical trend reporting for Cases, you automatically get a Cases with Historical Trending custom report type. Cases with Historical Trending Use the Cases with Historical Trending custom report type to analyze changes in case data over time. Available when Historical Trend Reporting is enabled. Cases and Emails Create a custom report to view a list of both inbound and outbound emails by case by choosing the Cases and Emails report type. This type of report is available when Email-to-Case or On-Demand Email-to-Case is enabled. Translated Solutions Choose the Translated Solutions report to summarize the translated solutions associated with each master solution. Contact Role Choose the Contact Role report to show all cases with their associated contact roles. Cases with Articles Choose the Cases with Articles report to see the articles attached to cases. This report is available if Salesforce Knowledge is enabled. The report displays articles even if they're not marked as available for the internal app channel. Case Lifecycle Run case lifecycle reports to view the results of the Range field, which indicates the length of time since the case last changed status or owner. Each time the status or owner changes, the counter begins again at zero. Service Contracts with Entitlements Use the Service Contracts with Entitlements report type to report on the services your customers are entitled to. Available when Service Contracts with Entitlements is enabled. Accounts with Entitlements with Contacts Lists accounts with entitlements that include contacts (named callers). Available when Service Contracts with Entitlements is enabled. Service Contracts with Contract Line Items Lists service contracts with contract line items (products). Available when Service Contracts with Contract Line Items and Entitlements is enabled Cases with Milestones You can create a custom report to view a list of cases with milestones by choosing the Cases with Milestones report type. This report type is available if entitlements is enabled. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Milestone status in list views and reports is based on the related entitlement process’ end time. If a user’s profile doesn’t include access to the Entitlement Process End Time case field, reports and list views that they view may show an incorrect milestone status on cases. The case record and Case Milestones related list will still display the correct milestone status values. Case History/Solution History Use the Case History and Solution History report types to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. Use these reports to see tracked fields' old and new values. You can't use filter conditions to search the results of the Old Value and New Value fields. Entitlements and Contracts Use custom report types to define report criteria from which users can run and create reports on entitlements, service contracts, and contract line items. After entitlement management is enabled, Salesforce automatically includes the following custom report types: | Custom Report Type | Description | Report Type Location | | --- | --- | --- | | Accounts with entitlements with contacts | Lists accounts with entitlements that include contacts (named callers). | Accounts & Contacts | | Service contracts with contract line items | Lists service contracts with contract line items (products). | Customer Support Reports | | Service contracts with entitlements | Lists service contracts with entitlements. | Customer Support Reports | <!-- document id=15c0fd8c142b47ceb12a84ecde8565f9adbfe9ed1533d7cde98cdbce4aa9f956 url=/admin/current/en-us/service/264-0-0/voice_custm_usnm.md --> # Use Customized Usernames for Contact Centers A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users. This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect When you use a customized username, the same username is also used for SSO login with Salesforce. When you create contact center users, the default username format used is SFUserAlias@SFUserid@SFOrgId for a non government org, and SFUserid@SFOrgId for a government org. When you create a contact center user, a corresponding user with the same username is created in the Amazon Connect instance. When you delete a contact center user, the corresponding user identified by the username is deleted in the Amazon Connect instance. ## Create a Contact Center with Custom Username Format To add users with a custom username format to a new contact center, edit the RoleSessionName attribute of the external client app associated with the contact center. The RoleSessionName attribute controls the username format of the contact center users. The default value of the RoleSessionName attribute is SFUserAlias@SFUserid@SFOrgId for a non government org, and SFUserid@SFOrgId for a government org. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Starting in the Summer '26 release, connected apps can no longer be created. New contact centers use external client apps (ECA) for single sign-on (SSO). Contact centers created before the Summer '26 release will continue to use their connected apps for SSO. 1. Create an Amazon Connect contact center, and don’t add users to the contact center. See [Create Your Amazon Connect Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_setup_cc_create.htm&type=5&language=en_US), and [Create a Partner Amazon Contact Center](https://help.salesforce.com/s/articleView?id=service.voice_pt_amazon_connect.htm&type=5&language=en_US). 2. In Setup, find **Voice Settings**, select your contact center to open the Contact Center Details page and edit the `RoleSessionName` attribute value in the SAML policies section. For contact centers created before Summer ‘26 release, in Setup, find **Manage Connected Apps**, and select **{contact\_center\_name} Connected App** and edit the `RoleSessionName` attribute value. The `RoleSessionName` attribute value can be a predefined or a custom user-defined field, or a combination of predefined fields, custom fields or hardcoded values connected by operators. Use the Insert Field option to add predefined or custom fields. Use the Insert Operator option to add operators to connect the field values or hardcoded values to get the required username format. If custom username formats can’t be created by using predefined fields, you can use custom fields to create the required username format, for example, to use third-party identity provider usernames for contact centers. Create custom fields for the standard entity and set the custom field as unique. Add values for the custom fields and use the custom field in the `RoleSessionName` attribute value. For example, create a `FederatedLoginID` text field for the User standard object. Set the `FederatedLoginID` text field as unique, and add `FederatedLoginID` values for the users. Then, use the `$User.FederatedLoginID__c` custom field in the `RoleSessionName` attribute value to get the required username format. 3. Add users to the contact center, and a corresponding user with the same username gets created in the Amazon Connect instance. The contact center and Amazon Connect usernames are in the customized username format you specify in the `RoleSessionName` attribute value. For a connected app, edit the attribute value from **Manage Connected Apps**. ![custom username](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_custom_username.png) For an external client app, edit the attribute value from the contact center details page. ![contact center details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/eca_1.png) ![edit attribute](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/eca_2.png) ## Update Username Format of Contact Centers Amazon Connect doesn’t allow updating the usernames, so for preexisting contact centers, you must delete the users in the contact center and add them again to use a new customized username format. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> 1. In Setup, find **Voice Settings**, select your contact center to open the Contact Center Details page, and edit the `RoleSessionName` attribute value in the SAML policies section. For contact centers created before Summer ‘26 release, in Setup, find **Manage Connected Apps**, and select **{contact\_center\_name} Connected App** and edit the `RoleSessionName` attribute value. The `RoleSessionName` attribute value can be a custom user-defined field, or a combination of predefined fields, custom fields or hardcoded values connected by operators. Create custom fields for the standard entity and set the custom field as unique. Add values for the custom fields and use the custom field in the `RoleSessionName` attribute value. For example, create a `FederatedLoginID` text field for the User standard object. Set the `FederatedLoginID` text field as unique, and add `FederatedLoginID` values for the users. Then, use the `$User.FederatedLoginID__c` custom field in the `RoleSessionName` attribute value to get the required username format. 2. Remove the users from the Salesforce contact center. The previously mapped corresponding Amazon Connect users aren’t removed but are no longer linked to any Salesforce users. You can still use these Amazon Connect users for maintaining history or for analytics and auditing purposes. 3. Add users to the contact center, and a corresponding user with the same username gets created in the Amazon Connect instance. The Salesforce contact center and Amazon Connect usernames are in the customized username format you specify in the `RoleSessionName` attribute value. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning If you delete the Salesforce contact center users before updating the RoleSessionName attribute value, deleting the Salesforce users deletes the Amazon Connect users, and you lose the related user history. ## Map Amazon Connect Usernames to Contact Center Users You can map preexisting Amazon Connect users to the new Salesforce contact center users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> 1. Use the username format for the `RoleSessionName` attribute value that corresponds to the Amazon Connect user’s name format. 2. If the Amazon Connect users are mapped to any routing profiles other than the basic routing Profile, make sure you sync the routing profiles and queues in the Salesforce contact center before adding the users to the contact center. 3. Add users to the contact center as described in [Create a Contact Center with Custom Username Format](https://help.salesforce.com/s/articleView?id=service.voice_custm_usnm_create.htm&language=en_US), and the Salesforce users are automatically mapped to the corresponding Amazon Connect users. <!-- document id=96460d27b2bb0cf8681dd8a64e73eb56ed9d97f21e0f129999c90668431d2154 url=/admin/current/en-us/service/264-0-0/use_dynamic_q_a_for_knowledge_articles.md --> # Use Dynamic Q&A for Knowledge Articles Dynamic Q&A lets knowledge article readers browse common questions while reading an article. It highlights the most relevant questions and answers, helping them find the information they need quickly, reducing case creation, and enhancing self-service. ### Required Editions You can configure the Dynamic Q&A component in Experience Cloud and set the maximum number of questions to show. To add questions and answers to articles, use the standard Create Questions and Answers for knowledge article prompt template. You can customize this template in the Prompt Builder to control the tone, length of the questions and answers, and even the generative AI model used. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, and Unlimited Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">Aura</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&type=5&language=en_US" target="_blank">LWR </a>Experience Cloud Sites</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on</td></tr></tbody></table> ![Generate Questions and Answers based on the prompt](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/all_prompt_template.png) ![Prompt-Get questions and answers for Knowledge Article](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/prompt_template_setting.png) - **[Set Up Dynamic Q&A for Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.enable_dynamic_q_a_for_knowledge_articles.htm&release=264.0.0&type=5)** Set up and configure the Dynamic Q&A component in Experience Cloud so article readers can view and interact with top questions. - **[Find Answers in Dynamic Q&A](https://help.salesforce.com/s/articleView?id=service.find_answers_in_dynamic_q_a.htm&release=264.0.0&type=5)** BGet quick answers to your questions in the Dynamic Q&A section of the knowledge article page. If you can't find what you need, start a live chat instantly for further assistance. - **[Dynamic Q&A Limitations and Important Considerations](https://help.salesforce.com/s/articleView?id=service.limitations_and_workarounds.htm&release=264.0.0&type=5)** This section details the known limitations of the Dynamic Q&A feature and provides the necessary workarounds to ensure it works properly. #### See Also - [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US) - [Create a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_build_template.htm&type=5&language=en_US) - [Create a Field Generation Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_create_field_gen_prompt_template.htm&type=5&language=en_US) <!-- document id=06acbbda8c1a6d95d850fb098b5c82f3a3908dbd32560382131b36f953f16278 url=/admin/current/en-us/service/264-0-0/einstein_article_recommendations_agent_experience.md --> # Use Einstein Article Recommendations in the Lightning Service Console Find and attach relevant articles to cases with Einstein Article Recommendations in the Lightning Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Einstein shows up to five relevant articles at a time, sorted by relevance. Einstein’s recommendations refresh each time: - A case is created, or - A field included in your Einstein Article Recommendations model is updated on a case Einstein measures each article’s relevance to the case as a percentage, which appears above the title in the recommendation list. [Here’s how relevance is determined](https://help.salesforce.com/s/articleView?id=service.einstein_article_recommendations_how.htm&release=264.0.0&type=5 "Einstein Article Recommendations helps support service reps resolve customer cases efficiently by recommending knowledge articles that were attached to similar cases in the past. Reps don’t have to waste time searching or scrolling through lists of articles, and can quickly attach recommended articles or dismiss them as not helpful."). There’s no minimum relevance percentage for the articles that Einstein recommends. ![Knowledge component in the Lightning Service Console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/article_recommendations/ear_in_service_console.png) To attach a recommended article to a case, from the dropdown menu, select **Attach Article** (1). To edit a recommended article, from the dropdown menu, select **Edit as Draft** (2). If an article isn’t relevant to the case, click **Not Helpful** (3). <!-- document id=10c339806f86a58097ca8d82036f9a1fc138a1583dc25a6d72cd367361f56972 url=/admin/current/en-us/service/264-0-0/cc_service_agent_experience.md --> # Use Einstein Classification Apps in the Service Console Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28056e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">To view and act on Einstein Case Classification recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">Einstein Case Classification User permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">To view and act on Einstein Case Wrap-Up recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">Einstein Case Wrap-Up User permission set</td> </tr> </tbody> </table> View recommendations in Einstein Case Classification component, or the Einstein Case Wrap-Up component, in the Lightning Service Console. If you’re using Einstein Case Classification in Salesforce Classic, recommendations appear in the Case Classification sidebar. ![Case Classification component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_available.png) To view Einstein’s recommendations, refreshing the page is sometimes required. For Case Classification, Einstein makes recommendations immediately after the case is created. To select Einstein’s predictions, click **Einstein Recommendations Available**. Fields with recommendations appear with a green dot, and the text at the top of the component changes to Einstein Recommendations Applied. ![Recommendations applied](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_applied.png) For Einstein Case Wrap-Up, chat service reps see recommendations on-demand or when the chat conversation ends. To see Einstein’s predictions, service reps click **Get Einstein Recommendations** in the Einstein Field Recommendations Lightning component. A green dot marks fields with predictions. For Case Wrap-Up, Einstein only considers information from LiveChatTranscripts and Case when making recommendations. For Case Classification and Case Wrap-Up, recommendations are shown on: - Checkboxes: Text next to the field says Einstein recommends disabled or Einstein recommends enabled. - Picklists and lookup fields: If the recommended value is selected, the word Best appears next to the value. If not, click into the field to see which value Einstein recommends. - The gray arrow shows the current value. - The recommended value is shown with the text Recommended by Einstein. Up to three recommended values are shown, with the most likely value listed first. ![Picklist recommendations](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_picklist.png) After you review the recommendations, save your changes. #### See Also - [Configure Automated Field Predictions](https://help.salesforce.com/s/articleView?id=service.cc_service_populate.htm&release=264.0.0&type=5 "After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically.") <!-- document id=972c8319b8c031be8e5d7e68a3c29055b863b548aa51d2f1a964ad8b3730826e url=/admin/current/en-us/service/264-0-0/case_interaction_using_email_templates.md --> # Use Email Templates in the Salesforce Classic Case Feed Templates help you ensure consistency, save time, and include basic information, such as a customer’s name and their case number, all with one click. If your administrator has created text, HTML, or Visualforce email templates, or if you’ve created your own templates, you can use them when emailing customers in Case Feed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d137724e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d137724e60 ">To send emails</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d137724e60 ">Send Email</td> </tr> </tbody> </table> For best results, we recommend using the [rich text editor](https://help.salesforce.com/s/articleView?id=service.case_interaction_rich_text_editor.htm&release=264.0.0&type=5 "The rich text editor lets you customize the emails you send to customers. Use it to format text, add bulleted or numbered lists, and add images and links.") when working with email templates. Depending on how your administrator has set up Case Feed, you can see a pre-loaded template when you use the Email action. Follow these steps to choose a different template if needed. 1. Depending on which action appears, click **Answer Customer** and select Email, or click Email. 2. Click Select a Template. 3. Choose the folder that has the template you want. 4. Click the name of the template to add it to the email. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip - If you choose more than one text or HTML template, each template is added in the order you choose it. If you choose a Visualforce template after choosing another template, it replaces the earlier template. - If the template you choose has attachments, they’re included with the message. - If the template you choose has merge fields, only the case-related fields are merged. - To remove a template, click ![Delete email input icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_clear_email.png). Clicking ![Delete email input icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_interaction_clear_email.png) also deletes any text you’ve entered and removes all template attachments. 5. [Finish writing and sending your message](https://help.salesforce.com/s/articleView?id=service.case_interaction_sending_email.htm&release=264.0.0&type=5 "Use the features of the Case Feed email action to save time when writing messages and customize the emails you send to customers."). <!-- document id=8d8bddf3b1fe97670f38efa211b6e4a7d1d4d725410af5ee970f6644852df192 url=/admin/current/en-us/service/264-0-0/bots_service_intent_exact.md --> # Use Exact Matching for Intents Turn on Exact Matching for intents that have too few utterances to be included in the intent model. These case-sensitive phrases allow the bot to recognize a common intent and route accordingly. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d91682e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91682e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91682e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d91682e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d91682e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Exact Match utterances are case-sensitive. 1. Turn on Exact Matching for a dialog by navigating to the dialog in the Bot Builder and then clicking **Enable Dialog Intent**. This setting is one way—after it is turned on, it cannot be turned off.![A dialog without an intent enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_enable.png) 2. Add utterances to the intent by selecting the Dialog Intent submenu. You can add utterances manually, or you can use an Einstein Intent Set through the Intent Set section. The total count of utterances (manual and from intent sets) is listed in the top-right corner of the page. ![A dialog with an intent set and manual utterances.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_manual.png) Dialogs with Exact Match have an icon signifying that Exact Matching is enabled. ![A dialog with Exact Match enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_intent_exact_icon.png) <!-- document id=6a118804dcf44679c957e959ee60192648c736274f632facb848bdf63b673cda url=/admin/current/en-us/service/264-0-0/messaging_fallback_message.md --> # Use Fallback Message to Help Customers During an Enhanced Chat Downtime Write a fallback message to send customers in the messaging conversation window in the event of a service downtime. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_fallback_message__d251e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_fallback_message__d251e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> 1. In Setup, enter Messaging Settings, and then select **Messaging Settings**. 2. To the right of your messaging channel, click the downward arrow and select **Edit**. 3. In the Fallback Message section, select **Add Fallback Message**. ![All Fallback Message checkbox](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_fallback_message_2.png) 4. Save your changes. 5. Back in Setup, enter Embedded Service Deployments, and select **Embedded Service Deployments**. 6. From the Custom Labels card, click **Set Custom Labels**. ![Set Custom Labels link](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_fallback_message_3.png) 7. Use the dropdown menus to navigate to the Fallback Message editor. ![Dropdown menu selections for navigating to the Fallback Message page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_fallback_message_4.png) 1. From the Language dropdown menu, select a language that you’d like to display your pre-chat form in. Repeat these steps for each language that you’d like to translate your Fallback Message into. 2. From the Chat Group dropdown menu, select **Fallback Message**. 3. From the Label Group dropdown menu, select **Message**. 4. From the Label Type dropdown menu, select **Standard**. 8. Create a placeholder and paste it into the Fallback Message field, then craft your fallback message around it. The placeholder links customers to your fallback support channel, such as a phone number, email address, or website URL. ![Fallback Message editor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_fallback_message_5.png) 1. Select a Fallback Channel Type, such as Email, Phone, or Website. 2. In the Placeholder Link Text field, enter the phrase that gets hyperlinked to your communication channel. In this example, we’ve entered “we’re just an email away”. 3. In the Contact Method field, enter the contact information for your fallback channel. If you selected Phone, enter a phone number with a country code and an area code, formatted as tel: +x-xxx-xxx-xxxx. If you selected Email, enter an email address, formatted as mailto: example@example.com. If you selected Website, enter a website URL that starts with https://. 9. When you see the placeholder appear below these fields, click **Copy**. 10. Paste your placeholder into the Fallback Message field, then write your fallback message around it. In this example, we wrote, “We can’t display the messaging conversation right now. If you need us, \[we’re just an email away\]{ursa\_major@example.com}. Note that Fallback message doesn't currently support multiple paragraphs. All sentences entered into the Fallback Message field will present to the end user as a single paragraph. <!-- document id=bca13b576814b0da0b2b55d4a41665dd2ebc643b0c77eb5fbc65455406fdf85d url=/admin/current/en-us/service/264-0-0/case_interaction_feed_filters.md --> # Use Feed Filters in Case Feed Feed filters make it easy for support reps to see all updates of one type, such as all call logs or all email messages, when working with cases in Case Feed. By using filters, support reps can find the information they need more quickly, without having to browse through each case event. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When [creating or editing feed layouts](https://help.salesforce.com/s/articleView?id=service.case_interaction_page_layouts.htm&release=264.0.0&type=5 "When service reps work with cases in Case Feed, they use the case page layout. To specify the fields, tools, and functionality that reps see when working with open cases, customize the feed view, detail view, and highlights panel in the case page."), administrators can specify which filters are available: - Choosing only All Updates automatically shows all events on a case and hides the list of individual feed filters. Use this option if you want support reps to see the complete history of a case. - Choosing only one type of feed filter automatically shows only case events of that type and hides the list of individual feed filters. For example, if you select only All Emails, the feed for each case shows the email messages related to the case but not case notes, portal replies, or other activities. This option is useful for support reps who provide support primarily by one channel—phone, email, or portal—and who need to see case events only for that channel. - Choosing more than one type of feed filter shows a list of available filters in the left sidebar of the Case Feed page or above the feed in the center of the page, with the first filter selected by default. For example, if you make the All Emails, Status Changes, and Portal Answers filters available, the feed for each case shows, by default, the email messages related to the case; users can click the other filters to see other types of case events. Use this option if your support reps tend to provide support in one channel but also need to be able to see other types of case updates. In addition, administrators can specify how and where the list of feed filters appears: - As a fixed list in the left column. - As a floating list in the left column. With this option, the feed filters list remains visible as users scroll down the page. This option can be useful with long feeds, as it lets support reps quickly filter case activities from anywhere on the page, without having to scroll to the top. - As a dropdown list in the center column. - As in-line links in the compact feed view. This option is available only for compact feed view. #### See Also - [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5 "Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.") <!-- document id=dfbd086ff8bc5bf06291075ab50e1b475d3dac526f6cb2f3d1d87fb855726038 url=/admin/current/en-us/service/264-0-0/idea_themes_using.md --> # Use Idea Themes Click the Idea Themes tab to view, filter, moderate, and create themes from lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43087e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43087e54 ">To view the Idea Themes tab: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43087e54 ">Read on Idea Themes </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43087e54 ">To create Idea Themes : </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43087e54 ">Create on Ideas</td> </tr> </tbody> </table> - To define your own custom list views, click **Create New View**. - To edit or delete any view that you created, select it from the View dropdown list and click **Edit**. - If your organization has multiple Experience Cloud sites, we recommend that you add Community to your views. Adding Community lets you see the name of the sites that are associated with each idea theme. Adding the Zone field to the view also helps with managing multiple zones. - To create a new idea theme, click New Idea Theme from the Idea Themes list view page or click New from the Recent Idea Themes list on the Idea Themes overview page. - To refresh a list that’s been updated, click ![Refresh List Button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/refreshlist_elv.png). - To edit or delete an idea theme, click **Edit** or **Del**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Deleting an idea theme also deletes the ideas that are associated with it. Conversely, undeleting an idea theme also undeletes the ideas that are associated with it. #### See Also - [Create and Edit Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_creating.htm&release=264.0.0&type=5 "Use the Idea Themes tab in both the application and the console to create and edit Idea Themes for the Experience Cloud sites that you manage.") - [Working with and Using Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_overview.htm&release=264.0.0&type=5 "Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company.") - [Managing Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_managing.htm&release=264.0.0&type=5 "From the Idea Themes detail page, you can manage an idea theme and its related ideas.") <!-- document id=b925bbac45657c5f2560c0469c598cae52c8b354760f1d0c7dd9ecada9c148c2 url=/admin/current/en-us/service/264-0-0/bots_service_train_bot.md --> # Use Intents to Understand Your Customers Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected! ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Chatbots can be categorized into the following categories: - Menu-based Bots, where users select a path based on a menu of options that the bot delivers to the end user. These bots are easy to set up, deliver high value on low-level tasks such as password resets, and help you deliver a curated experience to the customer. - NLP Bots, which rely on natural language processing to interpret free text. NLP bots allow the user to define where the bot moves, so they have more control over the experience. Also, NLP bots can interpret multiple pieces of information within one phrase sent by the customer, which can reduce the number of steps required to complete a task. - Hybrid Bots, which use menu-based methods and NLP methods at the right time to create a blended experience. Including a menu can help customers who need an idea of what the bot can do. Also, integrating NLP helps the bot sound smarter and more conversational. ## Brand New to Bots? Start Here Start with menu-based bots if you’re brand new to Einstein Bots. If you're familiar with building workflows, using Process Builder, or building flows, creating a menu-based bot is similar. When you build a menu-based bot, using the Map View is helpful to visualize how all the dialogs work together. Even though you start with a Menu, customers can still write in text to your bot. In Messaging channels, the end user activates the bot by writing a question first. Also, curious users test a bot by typing in text. Use the Confused dialog to capture the input text, and encourage the end user to pick a task that the bot can complete by redirecting them to the menu. ## Creating a Hybrid Bot: Starting with Exact Matching After you’re comfortable with your menu-based bot, it's time to upgrade to a Hybrid Bot. One of the easiest ways to expand into a Hybrid Bot is to build utterances for common phrases, such as Main Menu, Transfer to an Agent, or End Chat. Add these utterances manually to the intent. In the chatbot industry, an utterance is a term for inputs from your customer. For more information, visit [Use Exact Matching for Intents](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_exact.htm&release=264.0.0&type=5 "Turn on Exact Matching for intents that have too few utterances to be included in the intent model. These case-sensitive phrases allow the bot to recognize a common intent and route accordingly."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Exact Matching is case-sensitive, so include all available spellings and capitalizations in the utterance to ensure a good match. The best way to identify when you’re ready to move to an intent model is to view your chat logs. What common phrases are your customers asking the bot? It's likely that they're asking the bot the same questions that they're asking your service reps. If the utterances apply to a task that you feel the bot can handle, such as canceling an appointment, they’re likely great additions to the intent model. You’re ready to build an intent model when you think you have enough utterances, or can create enough utterances, to outfit two to five intents. ## Building an Intent Model Einstein Bots offers two intent models, the original intent model and the [cross-lingual intent model](https://help.salesforce.com/s/articleView?id=service.bots_service_cross_lingual_intent_enable.htm&release=264.0.0&type=5 "Use the cross-lingual intent model to get a unified view of intent performance for all the languages defined for a bot. The model allows you to test utterances in any supported language, before or after adding the language to your model. Plus, you can train your model on as little as one utterance per language."). Both models can be used for single- or multi-language bots, but they have different prerequisites and use cases. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Beginning the week of October 30, 2023, newly created or cloned bots and bot versions default to the cross-lingual intent model, including single- and multi-language bots. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:40%"> <col style="width:40%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60280e148"> </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60280e150">Original Intent Model</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d60280e153">Cross-Lingual Intent Model</th> </tr> </thead> <tbody> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e148 ">Prerequisites</td> <td data-label="Original Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e150 "> <p>3 to 5 intents</p> <p style="margin-bottom:0;">20 utterances per language per intent</p> </td> <td data-label="Cross-Lingual Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e153 "> <p>2 or more intents</p> <p style="margin-bottom:0;">1 utterance per intent per language</p> </td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e148 ">Training</td> <td data-label="Original Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e150 ">When the model is built, 80% of your utterances are used to build the model, and the remainder are randomly withheld for testing.</td> <td data-label="Cross-Lingual Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e153 ">All utterances are used to build the model.</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e148 ">Input Testing</td> <td data-label="Original Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e150 ">To test an utterance, you must include 20 utterances in the language in the intent and build the model.</td> <td data-label="Cross-Lingual Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e153 ">You can test utterances for any supported language before or after adding training data for that language to your model.</td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e148 ">Performance</td> <td data-label="Original Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e150 "> <p>A combined F1 score across all languages for intents with at least 20 utterances.</p> <p style="margin-bottom:0;">The F1 score for an intent is based on 20% of the utterances in an intent. Because utterances are randomly withheld for testing with each build, the F1 score for an intent can vary between builds.</p> </td> <td data-label="Cross-Lingual Intent Model" class="slds-cell-wrap" style="vertical-align:top;" headers="d60280e153 "> <p>A combined F1 score across all languages for intents with at least 20 utterances.</p> <p style="margin-bottom:0;">The F1 score for an intent is based on all utterances in the intent.</p> </td> </tr> </tbody> </table> Before you meet the minimum requirements, both models default to exact matching. After you meet the minimum requirements, you can turn on Einstein to use natural language processing for the intent. Then you can build your intent model from the Model Management page of the Bot Builder. ![The Einstein NLP setting enabled](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_einstein_enabled.png) You can switch between models, but you must meet the minimum requirements for the model you want to turn on and rebuild the model. You can’t switch from the cross-lingual intent model to the original intent model if your bot uses a language that’s only supported for the cross-lingual intent model. Start by identifying dialogs that are great candidates for building your intent model. Intent models are made up of multiple intents, which have many utterances assigned to each intent. Here’s some important information to know when starting your intent model: - Building an intent model with Einstein Bots is supported in the following languages: [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog.") - The intent model must be balanced in the number of utterances per intent to keep the bot from making unbiased decisions. - We recommend a maximum of 100 intents for better model accuracy. If you need more than 100 intents, consider creating a hierarchical classification to guide the bot. - The maximum intent label length is 180 characters, so it’s important to edit the label to the most important phrases. - Consider grouping similar intents. If you have intents that are similar, or if you find that one intent is being classified as another, consider grouping them together. For example, if you find overlap in three intents: "How to apply license under 16", "How to apply license at age 16," and "How to apply at age 17 or over", the model performs better by grouping into a single intent: "How to Apply for Teenage License." - Intents can be shared across versions of the same bot. Some intents can benefit from text identification but don’t have enough utterances to keep the intent model balanced. In these cases, you can use Exact Matching on the intent, which allows for text identification without affecting the Intent Model. ## Writing Utterances and Sourcing a Great Intent Model To load many utterances attached to one intent at once, we recommend that you use Einstein Intent Sets, which work like AppExchange packages. You can install Intent Sets one time and use it across all your bots. It's a great way to start on common intents, such as "Where is my order" or "Schedule an Appointment". You can also add utterances manually to each intent. Read more about how to add utterances manually at [Write Utterances for Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_manual_utterance.htm&release=264.0.0&type=5 "You can add utterances manually to any intent by typing them directly into the intent. Utterances added via intent sets and manually all count towards the total number of utterances."). If you want to test a new addition to the intent model, it’s easy to import and export intent data to test in a sandbox first. Read more at the following topics: - [Import Intent Data to a Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_bot.htm&release=264.0.0&type=5 "Importing Intent Data is a simple way to add utterances into your bot. You can only upload intent data to dialogs with Intent Enabled, which creates an intent name to relate to the utterances.") - [Import Intent Data to an Einstein Intent Set](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_import_set.htm&release=264.0.0&type=5 "You can use Einstein Intent Sets to move utterances and entities between Salesforce orgs.") - [Export Intent Data for Einstein Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_export.htm&release=264.0.0&type=5 "You can export bot intent data using the Data Loader and the Intent Utterance object.") ## Iterate, Iterate, Iterate Your Bot Just like a virtual pet, your bot can always benefit from a bit of attention. You can add a new version of a bot to test out new dialogs, entities, and variables without disrupting your customer experience. For the intent model, you can use the [Bot Training](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_training.htm&release=264.0.0&type=5 "Help your bot improve its conversation quality with Bot Training. Bot Training, shows you the intent that the bot identified from an utterance. Then you can tell your bot if it was right, or you can correct the bot if it was wrong.") page to improve intent matching quality. You can use the [Model Management](https://help.salesforce.com/s/articleView?id=service.bots_service_model_mgmt.htm&release=264.0.0&type=5 "The Model Management page shows metrics on the quality of your bot’s intent model and individual intent details. Use the information to fine-tune intents and improve how well your bot understands your customers.") menu to quantify how accurate your bot is at identifying an intent. To visualize the accuracy of your intent model, you can use the [Einstein Intent Assessor](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G5qvaUAB) AppExchange tool. As your bot interacts with your customers, your model scores change and your bot must be updated to adapt. We recommend that you perform the following maintenance tasks once a week: - To identify intents to improve, visit the Model Management page. - To identify common asks that are candidates for new intents, review your chat data in the Event Logs. - To ensure that the bot sessions are free from errors and to identify key trends among sessions, visit the Event Logs. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Chat data and event logs are only available for the last 7 days. If you want to extend the maintenance longer than a weekly cadence, we recommend that you download the data or migrate it to a separate object. - **[Use Exact Matching for Intents](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_exact.htm&release=264.0.0&type=5)** Turn on Exact Matching for intents that have too few utterances to be included in the intent model. These case-sensitive phrases allow the bot to recognize a common intent and route accordingly. - **[Turn on the Cross-Lingual Intent Model](https://help.salesforce.com/s/articleView?id=service.bots_service_cross_lingual_intent_enable.htm&release=264.0.0&type=5)** Use the cross-lingual intent model to get a unified view of intent performance for all the languages defined for a bot. The model allows you to test utterances in any supported language, before or after adding the language to your model. Plus, you can train your model on as little as one utterance per language. - **[Guidelines for the Cross-Lingual Intent Model](https://help.salesforce.com/s/articleView?id=service.bots_service_cross_lingual_intent_guidelines.htm&release=264.0.0&type=5)** To improve performance for bots that use the cross-lingual model, review our best practices. - **[Turn On Disambiguation](https://help.salesforce.com/s/articleView?id=service.bots_service_disambiguation.htm&release=264.0.0&type=5)** The Disambiguation dialog helps your bot better understand your customers when they enter text. Instead of moving directly to the Confused dialog, the bot reviews the text and offers a few dialogs that the customer likely means. - **[Creating, Storing, and Managing Intent Data](https://help.salesforce.com/s/articleView?id=service.bots_service_intent_data.htm&release=264.0.0&type=5)** Bots have two sets of data: the data around events and the data around intents. Event data refers to the things that happen inside bot conversations. Intent data refers to the data used to train the model so your bot understands your customers. To create a robust bot, you must have a strategy for handling both data sets. <!-- document id=47a7531c2bed8825cf22f1511a7fa02704a871efd2f45b33e33e838d7dd0bf95 url=/admin/current/en-us/service/264-0-0/bots_service_map_view.md --> # Use Map View to Visualize Your Bot You can use Map View to create a visual representation of how conversations move through your Einstein Bot. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To access Map View, go to the Dialog page and then click the dropdown in the header bar. Select Map in the dropdown. ![A high-level view of a bot in Map View.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_view.png) ## Features of Map View: - The Map View defaults to view the entire bot in one screen. You can adjust the size by using the zoom buttons in the lower left of the screen. - Between the plus and minus buttons is a Zoom to View button, which snaps the view to a closer format. - To switch to the Detail View for that dialog, click a dialog inside the Map View. - To view the tree for a specific dialog, use the dropdown in the top right of the Map View. - Map View is fully functional with screen readers. - You can view up to 400 dialogs in Map View. ## Map View Keystroke Commands - You can use the up, down, left, and right keys to move through the bot with a keyboard. - Use F6 to navigate between nodes, the dialog dropdown, and the zoom buttons. - To navigate into a call node, press Shift+Right. To return, press Shift+Left. - To return to the parent of a call, press Shift+Left. - Use the Tab key to move between trees and access the zoom buttons. - Use the Enter key or the spacebar to expand/collapse a dialog or use the zoom buttons. ## Map View Visual References | Icon | Description | | --- | --- | | ![The starting dialog for the bot.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_start.png) | The starting dialog for the bot. | | ![A dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_dialog.png) | A dialog. | | ![A dialog with Natural Language Processing enabled.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_nlp.png) | Circles in the lower right of a dialog name indicate whether Natural Language Processing is activated. A half-colored circle identifies Exact Match, and a full circle designates Intent Matching. | | ![A dialog with a reference to a previous dialog.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_redirect.png) | A reference to a previously used dialog within this dialog. This icon is common for redirects to the Main Menu. | | ![A collapsed tree of dialogs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_tree.png) | A collapsed tree of children dialogs. The number indicates the number of branches in the next following level. Click the plus icon to expand the detail. | | ![The bot is waiting for a customer response.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_waiting.png) | The bot is waiting for a customer response. | | ![A rule action dialog step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_map_icon_rule.png) | A rule action dialog step inside a dialog. Hover over the image to view the rule step conditions. | <!-- document id=a097ed1a7da441f04f0df1d94809a0c511ca6f04cffd2eb055c602d3763813a6 url=/admin/current/en-us/service/264-0-0/incident_mgmt_use_slas.md --> # Use Milestones and Entitlements to Track an Incident Stay on top of incidents with milestones and entitlements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Admin Setup](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sla_admin_setup.htm&release=264.0.0&type=5)** Set up entitlements and milestones for your incident management teams. - **[Incident Tracking for Support Reps](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_sla_agents.htm&release=264.0.0&type=5)** Use milestones and entitlements to keep customers in the loop during an incident. <!-- document id=b4c1f16a0f85c72f14e075e824fd4e0bb3ec95238d67f8d4448ac75c482435af url=/admin/current/en-us/service/264-0-0/knowledge_admin_tricks_examples_casesearch.md --> # Use More Case Keywords to Find Articles When searching knowledge articles from a case, by default, only the case title is used in the search. Often, you want to use information from the case for more accurate search results, or create a custom search button. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d127322e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d127322e58 ">To create or change custom buttons or links and create a Visualforce page:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d127322e58 "> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> Luckily, Salesforce Knowledge search pages accept other parameters: - id=<case id>: The ID of the current case. - search=<keywords>: The keywords to be searched. - articleType\_<article type dev name>=on: multiple parameters possible, article types to select (if no article type is selected, then all article types are selected) - ct\_<data category group internal name>=<data category internal name>: multiple parameters possible, filter pre-selection To take advantage of those parameters, add a custom button to the case detail page containing a few lines of javascript that extract keywords from the case and hide the default article search button. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note You can also create a custom article widget with support:caseArticle.  1. From the object management settings for cases, go to Buttons, Links, and Actions. 2. Click **New Button or Link**. 3. Enter a unique Label, Name, and Description. 4. Select **Detail Page Button** for Display Type. 5. Select **Execute JavaScript** in the Behavior dropdown. 6. Select **OnClick JaveScript** in the Content Source dropdown. 7. Enter code for extracting case data and setting up parameters for the article search page. For example: ```javascript // article search page URL var url = '/knowledge/knowledgeHome.apexp'; // ID of the current case url += '?id={!Case.Id}'; // use the case subject as the search keywords url += '&search={!Case.Subject}'; // read case attributes var caseType = '{!Case.Type}'; var caseProduct = '{!Case.Product__c}'; // if the case is of a certain type, select only 2 of the article types available // in other cases, we keep the default behavior (all article types selected) if (caseType=='Problem' || caseType=='Question') { url += '&articleType_FAQ_kav=on'; url += '&articleType_How_To_kav=on'; } // preselect a data category for search results based on the category var product = ''; if (caseProduct=='Home') product = 'Home'; if (caseProduct=='SMB') product = 'Small_and_Medium_Business'; if (caseProduct=='Large enterprise') product = 'Large_Enterprise'; if (product.length>0) url += '&ct_Products2=' + product; // once the logic is executed, we go to the article search page window.location = url; ``` 8. Click **Save**. 9. From the object management settings for cases, go to Page Layouts. 10. Click **Edit** next to Case Layout. 11. Drag your custom button for article search into the case layout. 12. Click **Save**. 13. Create a Visualforce page named CaseDetailsWithoutStandardKBSearchButton with the following code: ```markup <apex:page standardController="Case"> <style type="text/css"> div.knowledgeBlock input {display: none} </style> <apex:detail/> </apex:page> ``` 14. Back in the Buttons, Links, and Actions area for cases, click **Edit** next to View. 15. Select **Visualforce Page** in Override with. 16. Select **CaseDetailsWithoutStandardKBSearchButton** from the dropdown. 17. Click **Save**. #### See Also - [Improve the Knowledge Article Search Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_search_improve.htm&release=264.0.0&type=5 "To improve the Salesforce knowledge article search experience, enable search highlights, snippets, synonyms, promoted terms, topics, and case keywords.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) <!-- document id=c5e57491069a0ff1515fa998fbc4c2cbe33fdcddaaa95702910cc04e6135d6c3 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_monitor_omni_supervisor.md --> # Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations in the Legacy Agentforce Builder Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. After you’ve set up monitoring, you can drill down on any conversation between your agent and the customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Flagging isn’t available for Autonomous Scheduling, so you see both escalated conversations and conversations handled by the agent together. 1. From the App Launcher, find and select **Omni Supervisor**. 2. From the AI Agents tab, select your agent. See [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_monitor_service_agents.htm). 3. Locate the conversation that you’re interested in and click the link in the Conversation Summary column. ![Conversation Summary column in Omni Supervisor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_supervisor.png) 4. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation. ![Engagement Topics component in Omni Supervisor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_et.png) <!-- document id=34843514f00592cadf592281f3931e230f859a3102432e152eb1a1cd21f8c4e3 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_monitor_omni_supervisor_studio.md --> # Use Omni Supervisor to Monitor All Autonomous Scheduling Conversations in the New Agentforce Builder Use Omni Supervisor to monitor all conversations between your Scheduling agent or Agentforce Service agent and a Field Service customer. After you’ve set up monitoring, you can drill down on any conversation between your agent and the customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Flagging isn’t available for Autonomous Scheduling, so you see both escalated conversations and conversations handled by the agent together. 1. From the App Launcher, find and select **Omni Supervisor**. 2. From the AI Agents tab, select your agent. See [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_monitor_service_agents.htm). 3. Locate the conversation that you’re interested in and click the link in the Conversation Summary column. ![Conversation Summary column in Omni Supervisor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_supervisor.png) 4. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation. ![Engagement Topics component in Omni Supervisor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_et.png) <!-- document id=ec202c83459b819474fb50cdcba9df382a70cebe9e3cb5ccdf09a2865de4b840 url=/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_monitor_omni_channel.md --> # Use Omni-Channel to Handle Autonomous Scheduling Escalations in the Legacy Agentforce Builder After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> 1. Log in to Omni to start receiving escalated conversations. See [Support Customers Using the Omni-Channel Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&language=en_US). 2. Click a message to view the conversation. 3. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation. ![Engagement Topics component in Omni-Channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_et.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’re using the sidebar, you can receive notifications when a conversation is escalated. See [Configure Your Audio Device and Incoming Work Notifications](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_work_notifications.htm&language=en_US). This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component. ![Omni-Channel component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omnichannel_sidebar.png) #### See Also - [Understanding the Omni-Channel Component Layout](https://help.salesforce.com/s/articleView?id=platform.platform_automation.htm&language=en_US) <!-- document id=12e210cc040c6cbb990c380180891c2c5b44d76a9f4ad5db4a1766984ab380b8 url=/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_monitor_omni_channel_studio.md --> # Use Omni-Channel to Handle Autonomous Scheduling Escalations in the New Agentforce Builder After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> 1. Log in to Omni to start receiving escalated conversations. See [Support Customers Using the Omni-Channel Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&language=en_US). 2. Click a message to view the conversation. 3. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation. ![Engagement Topics component in Omni-Channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omni_et.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you’re using the sidebar, you can receive notifications when a conversation is escalated. See [Configure Your Audio Device and Incoming Work Notifications](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_work_notifications.htm&language=en_US). This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component. ![Omni-Channel component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_omnichannel_sidebar.png) <!-- document id=17601b57a2c5ffe67f70ce26997d1dc9903c88fbe137fedd9999accde4c0cba0 url=/admin/current/en-us/service/264-0-0/miaw_pre_chat_api_3.md --> # Use Pre-Chat API to Pass Customer Information to the Service Rep in an Experience Site To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_pre_chat_api_3__d1061e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_pre_chat_api_3__d1061e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> \` This recipe combines common use cases as examples of data that you can send to service reps using the pre-chat API. First, pass the end user’s login ID to the rep so that verification is done. Then, to prevent loss on large orders, we pass the customer’s shopping cart value to the service rep. To accomplish these goals, create custom hidden pre-chat fields that route the data to Salesforce custom fields via a flow. Then edit the code snippet, telling it to auto-populate the hidden pre-chat fields. Before building this recipe, consider these caveats. - You can reference fields from the Messaging Session object or the Messaging User object (because it's linked to Messaging Session) in an auto-response formula template for Start Conversation, End Conversation, and Inactive Conversation. You can’t reference fields from the Messaging Session or Messaging User objects in Conversation - Salesforce custom object fields are different from pre-chat custom fields. This recipe references both types of fields. [Learn more about the relationship and differences between these two types of fields](https://trailhead.salesforce.com/content/learn/modules/messaging-optimization-for-in-app-and-web/collect-information-to-help-end-users). 1. [Create custom fields on Salesforce objects](https://help.salesforce.com/s/articleView?language=en_US&id=sf.customize_customfields.htm&type=5). In this example, create a Customer ID field and a Shopping Cart Value field on the messaging session or messaging user objects. 2. If your Service Console doesn’t show the object where you stored the fields, [edit the layout](https://help.salesforce.com/s/articleView?language=en_US&id=sf.console_lex_create_custom.htm&type=5) to give service reps easy access. In this example, we edit the Service Console to give easy access to the Messaging Session and Messaging User objects. 3. To capture the data that gets sent to the Salesforce custom fields from step 1, [create hidden pre-chat fields](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). In this example, create custom parameters called Customer ID and Shopping Cart Value in Messaging Settings for the channel, and then select them as hidden pre-chat fields in Embedded Services Pre-Chat Form settings. 4. [Map your custom pre-chat fields to your Salesforce custom fields, and then populate the Salesforce fields using a flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&type=5&language=en_US). In this example, we map the pre-chat field called Customer ID to the Salesforce field called Customer ID. Then we map the pre-chat field called Shopping Cart Value to the Salesforce field called Shopping Cart Value. With the flexibility of flows, you can combine or slice data or populate any other objects, such as Case or Contact, as needed. 5. [Create and deploy a custom LWC component](https://trailhead.salesforce.com/content/learn/modules/lightning-web-components-basics/push-lightning-web-component-files) that fetches the user information. 1. In the newly created custom LWC component folder, here is a template of the custom component. 2. The .js-meta.xml file. ``` <?xml version="1.0" encoding="UTF-8"?> <LightningComponentBundle xmlns="http://soap.sforce.com/2006/04/metadata"> <apiVersion>55.0</apiVersion> <isExposed>true</isExposed> <masterLabel>[give a component name here]</masterLabel> <description>Set logged in User details for Embedded Messaging component</description> <targets> <target>lightningCommunity__Page</target> <target>lightningCommunity__Default</target> </targets> </LightningComponentBundle> ``` 3. The .js file. ``` import { LightningElement, wire } from 'lwc'; import { getRecord, getFieldValue } from 'lightning/uiRecordApi'; import Id from '@salesforce/user/Id'; import First_Name from '@salesforce/schema/User.FirstName'; import Last_Name from '@salesforce/schema/User.LastName'; import Email from '@salesforce/schema/User.Email'; const fields = [First_Name, Last_Name, Email]; export default class EmbeddedMessagingSetRecordUser extends LightningElement { userId = Id; user; @wire(getRecord, { recordId: '$userId', fields }) wiredRecord({ error, data }) { if (error) { let message = "Unknown error"; if (Array.isArray(error.body)) { message = error.body.map((e) => e.message).join(", "); } else if (typeof error.body.message === "string") { message = error.body.message; } console.error("Error loading user record:" + message); } else if (data) { this.user = data; console.log('before custom event'); var selectedEvent = new CustomEvent('userInfo', { detail: { fname: getFieldValue(this.user, First_Name), lname : getFieldValue(this.user, Last_Name), email: getFieldValue(this.user, Email) }, bubbles: true, composed: true }); // Dispatches the event. window.dispatchEvent(selectedEvent); } } } ``` 4. The .html file. ``` <template></template> ``` 6. In the Experience Site Builder, drag your custom LWC component into the template footer. 7. Go to **Settings → Advanced → Edit Head Markup**, paste the following sample script into the head markup. ``` <script> var fname, lname, email; window.addEventListener('userInfo', function(e){ console.log("userInfo received"); fname = e.detail.fname; lname = e.detail.lname; email = e.detail.email; }); window.addEventListener("onEmbeddedMessagingReady", e => { embeddedservice_bootstrap.prechatAPI.setVisiblePrechatFields({ "_firstName": { "value": fname, "isEditableByEndUser": true }, "_lastName": { "value": lname, "isEditableByEndUser": true }, "_email": { "value": email, "isEditableByEndUser": true } }); }); </script> ``` 8. [Update your embedded messaging code snippet, instructing it to auto-populate the pre-chat fields that you created in step 2](https://developer.salesforce.com/docs/service/messaging-web/guide/populate-prechat-fields.html). The code in this example uses the Pre-Chat API to send Customer ID and Shopping Cart Value to your pre-chat fields automatically. Before adding to your code snippet, consider these caveats. 1. The first section of the code contains an example of the standard code snippet for your Embedded Service deployment. Yours looks slightly different due to your unique deployment ID and name. 2. To complete the recipe, add the code that starts with the comment line `Passing Web Context to Prechat - BEGIN`. 3. The first section assigns static values to these variables, but you can change them to reflect how you get these values. The next section populates the visible pre-chat fields. The final section populates hidden pre-chat fields. 4. We use different code settings in assigning the values. For example, the first and last names are locked and not editable by users. 5. Your page or site template must have the Embedded Messaging component. 6. An Experience site doesn’t allow you to directly paste in a code snippet. Include Prechat API in the header markup. Add your code at **Experience Builder → Settings → Advanced → Edit Head Markup**. 7. In the Experience site code sample, we don’t include a baseline code snippet, such as the `initEmbeddedMessaging()` function. That’s because such baseline code is already included in the Embedded Messaging LWC component. 8. This example includes an event listener on userInfo. This sends a logged-in customer’s information directly to the prechat form without asking the customer to enter it again. The example makes the fields editable by customers. You can also change the isEditableByEndUser configuration to lock it down. <!-- document id=47bb87309749e545f049ef4569ce6c8d4fbaf1f034531fd99225bf0a8c67c8c7 url=/admin/current/en-us/service/264-0-0/miaw_pre_chat_api_2.md --> # Use Pre-Chat API to Pass Customer Information to the Service Rep in an External Website To provide service reps with customer information that helps move an interaction forward, send end-user data to the service console via the pre-chat API. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="miaw_pre_chat_api_2__d1131e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_pre_chat_api_2__d1131e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> This recipe combines common use cases as examples of data that you can send to service reps using the pre-chat API. First, pass the end user’s login ID to the service rep so that verification is done. Then, to prevent loss on large orders, we pass the customer’s shopping cart value to the rep. To accomplish these goals, create custom hidden pre-chat fields that route the data to Salesforce custom fields via a flow. Then edit the code snippet, telling it to auto-populate the hidden pre-chat fields. Before building this recipe, consider these caveats. - You can reference fields from the Messaging Session object or the Messaging User object (because it's linked to Messaging Session) in an auto-response formula template for Start Conversation, End Conversation, and Inactive Conversation. You can’t reference fields from the Messaging Session or Messaging User objects in Conversation - Salesforce custom object fields are different from pre-chat custom fields. This recipe references both types of fields. [Learn more about the relationship and differences between these two types of fields](https://trailhead.salesforce.com/content/learn/modules/messaging-optimization-for-in-app-and-web/collect-information-to-help-end-users). 1. [Create custom fields on Salesforce objects](https://help.salesforce.com/s/articleView?language=en_US&id=sf.customize_customfields.htm&type=5). In this example, create a Customer ID field and a Shopping Cart Value field on the messaging session or messaging user objects. 2. If your Service Console doesn’t show the object where you stored the fields, [edit the layout](https://help.salesforce.com/s/articleView?language=en_US&id=sf.console_lex_create_custom.htm&type=5) to give service reps easy access. In this example, we edit the Service Console to give easy access to the Messaging Session and Messaging User objects. 3. To capture the data that gets sent to the Salesforce custom fields from step 1, [create hidden pre-chat fields](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). In this example, create custom parameters called Customer ID and Shopping Cart Value in Messaging Settings for the channel, and then select them as hidden pre-chat fields in Embedded Services Pre-Chat Form settings. 4. [Map your custom pre-chat fields to your Salesforce custom fields, and then populate the Salesforce fields using a flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&type=5&language=en_US). In this example, we map the pre-chat field called Customer ID to the Salesforce field called Customer ID. Then we map the pre-chat field called Shopping Cart Value to the Salesforce field called Shopping Cart Value. With the flexibility of flows, you can combine or slice data or populate any other objects, such as Case or Contact, as needed. 5. [Update your embedded messaging code snippet, instructing it to auto-populate the pre-chat fields that you created in step 2](https://developer.salesforce.com/docs/service/messaging-web/guide/populate-prechat-fields.html). The code in this example uses the Pre-Chat API to send Customer ID and Shopping Cart Value to your pre-chat fields automatically. Before adding to your code snippet, consider these caveats. 1. The first section of the code contains an example of the standard code snippet for your Embedded Service deployment. Yours looks slightly different due to your unique deployment ID and name. 2. To complete the recipe, add the code that starts with the comment line `Passing Web Context to Prechat - BEGIN`. 3. The first section assigns static values to these variables, but you can change them to reflect how you get these values. The next section populates the visible pre-chat fields. The final section populates hidden pre-chat fields. 4. We use different code settings in assigning the values. For example, the first and last names are locked and not editable by users. ``` <script type='text/javascript'> function initEmbeddedMessaging() { try { embeddedservice_bootstrap.settings.language = 'en_US'; // For example, enter 'en' or 'en-US' embeddedservice_bootstrap.init( '00DDn00000DuiyZ', 'Cookbook_MIAW_Deployment', 'https://csg-gr-cdo-summer23.my.site.com/ESWCookbookMIAWDeployme1710815189835', { scrt2URL: 'https://csg-gr-cdo-summer23.my.salesforce-scrt.com' } ); } catch (err) { console.error('Error loading Embedded Messaging: ', err); } }; //Passing Web Context to Prechat - BEGIN var sFirstName = "John"; var sLastName = "Doe"; var sSubject = "Test Subject"; var sCustomerID = "12345678"; var sShoppingCartValue = "1000"; window.addEventListener("onEmbeddedMessagingReady", e => { //log event console.log("onEmbeddedMessagingReady event triggered"); //set visible prechat field embeddedservice_bootstrap.prechatAPI.setVisiblePrechatFields({ // List the pre-chat field names with the value and whether // it's editable in the pre-chat form. "_firstName": { "value": sFirstName, "isEditableByEndUser": false }, "_lastName": { "value": sLastName, "isEditableByEndUser": false }, "_subject": { "value": "test subject", "isEditableByEndUser": true } }); //Set invisible prechat field embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({ "Shopping_Cart_Value" : sShoppingCartValue, "Customer_ID" : sCustomerID }); }); //Passing Web Context to Prechat - END </script> ``` <!-- document id=820ab9f9c1de0940e2f662cc0510399c4f464936ee480b38ef4f10c0906b036c url=/admin/current/en-us/service/264-0-0/bots_service_enhanced_prechat.md --> # Use Pre-Chat with an Enhanced Bot Use an enhanced bot to gather important customer information and customize a conversation with a bot or service rep on Enhanced In-App Chat or Enhanced Web Chat channels. After you set up pre-chat for Enhanced Chat, create and map custom bot context variables to the Messaging Session object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US" target="_blank">View supported editions</a> for Messaging.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39195e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39195e68 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39195e68 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Before you begin, set up pre-chat for Enhanced Chat. 1. [Create and customize your Enhanced Chat pre-chat form](https://help.salesforce.com/s/articleView?id=service.miaw_custom_prechat_3.htm&language=en_US). You can add standard and custom fields. 2. [Map your pre-chat values to your Messaging Channel, then update your Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.miaw_map_messaging_2.htm&type=5&language=en_US). Create an Update Records element before the Route Work element in the flow that you use to route to your enhanced bot. ## Create Custom Context Variables When you set up pre-chat for Enhanced Chat channels, you created a custom field on the Messaging Session object for each of your pre-chat fields. Now to use pre-chat with your bot, for each custom field that you created on the Messaging Session object, create a custom bot context variable. 1. Navigate to the enhanced bot that you want to use to collect pre-chat data. From Setup, in the Quick Find box, enter Einstein Bots, and then select **Einstein Bots**. From the Einstein Bots Setup page, click the name of your bot to launch the Bot Builder. 2. From the Bot Builder menu, select **Variables**. 3. In the Variables list view, click **New**. 4. In the Type field, select **Context**. 5. Enter a variable label and API name. Choose a name that makes it easy to remember the corresponding Messaging Session field but isn’t identical. 6. Select a data type. The data type of your context variable must match the data type of the corresponding Messaging Session field. 7. Save your changes. ## Map Your Context Variables Map your new custom context bot variables to the corresponding fields on the Messaging Session object. Mapping lets your bot use an Omni-Channel flow to load pre-chat data from the context variables into the fields on the Messaging Session object. Then the bot or service rep has access to the information within the Messaging Session record during a conversation. 1. To open the variable detail page, in the Variables list view, click the name of your new variable. 2. To create a variable mapping, from Context Variable Mappings, click **New**. 3. In the Connection Type field, select **Embedded Messaging**. 4. In the Field Name field, select the corresponding Messaging Session field. 5. Save your changes. ## Add Context Variables to Your Bot To collect customer responses with your bot, add each custom context variable to a dialog Question step. For more information, see [Using a Dialog Question Step](https://help.salesforce.com/s/articleView?id=service.bots_service_using_dialog_question.htm&release=264.0.0&type=5 "Question steps allow bots to ask the customer questions, receive data from the customer, and inform the bot about what action to take next."). #### See Also - [Route Conversations to an Enhanced Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_route_to.htm&release=264.0.0&type=5 "Create an Omni-Channel flow to route conversations to your bot over enhanced Messaging channels, including Enhanced Chat and enhanced third-party channels. You can add powerful business rules to a flow to send a conversation to a bot or a service rep based on your criteria.") - [Understand Context and System Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5 "Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations.") <!-- document id=e317bced62694fa0dea3f8dc6bed96d25862bae33aada84fffc00a7acd9732a6 url=/admin/current/en-us/service/264-0-0/service_replies_email_prompt_templates.md --> # Use Pre-Made Email Templates to Draft ‌Service Emails Ask Einstein generative AI to draft some of your most common types of emails, such as introductions and follow-up nudges. Einstein pulls in the customer’s name and information from a case to customize your email, creating a personalized output every time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32761e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32761e61 ">To send service emails with Einstein generative AI:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32761e61 "> <p>Prompt Template User permission set</p> <p style="margin-bottom:0;">Einstein Service Email Assistant User permission set</p> </td> </tr> </tbody> </table> Some email prompt templates are inactive by default. To use them, go to the Prompt Builder and activate the email templates that meet your business needs. After activation, they show up in the email composer on the Case page. 1. Open a case record and go to the Email tab. 2. In the email composer, click **Draft with Einstein**. ![The email composer showing the Draft with Einstein button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/reply_recs_case_draft_email_with_einstein.png) 3. Click **Use pre-made instructions…** and select the prompt template relevant to your service scenario. The pre-made instructions can be default instructions or custom instructions created by your company’s admin. ![The email composer showing the pre-made prompt templates.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_select_prompt_template.png) A proposed draft email appears for review. 4. Review the output and edit it as you like before sending‌ it. ![The email composer showing the proposed draft email.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/service_replies_apologize_email_draft_preview.png) 5. Send the email. Each time you choose pre-made email instruction, you get a personalized response. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important This tool uses generative AI, which is known to include inaccurate or harmful responses. Before sharing externally, review the output for accuracy and safety. You assume responsibility for the output when sharing. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note - The generated email may include placeholders for some case details. Review the generated email and manually add the missing details. - Einstein supports drafting email in multiple languages based on your locale settings, but it doesn't automatically detect the case language when generating emails. Einstein Service Emails supports Dutch, English, French, German, Italian, Japanese, Portuguese (Brazilian), Portuguese (Portugal), Spanish (Mexico), Spanish (Spain), and Swedish. - **[Pre-made Email Templates](https://help.salesforce.com/s/articleView?id=service.service_replies_email_prompt_templates.htm&release=264.0.0&type=5)** Here's a list of service email templates available for use in the email composer. #### See Also - [Prompt Builder](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_about.htm&type=5&language=en_US) ## Pre-made Email Templates Here's a list of service email templates available for use in the email composer. | Name | description | benefit | | --- | --- | --- | | Apologize for Delayed Response | Drafts an email to apologize for a delayed response. | Maintains trust and goodwill. | | Draft Customer Milestone Celebration Email | Drafts a celebratory email that notifies the customer of their milestone with the company. | Strengthens customer relationships and loyalty | | Draft Email for Reopened Case | Drafts an email notifying the customer that their case was reopened. | Ensures customers feel heard and valued. | | Draft Expiring Payment Method Email | Drafts an email to let customers know that their payment method expires soon. | Avoids service interruptions and reduces churn. | | Draft Follow-Up Service Email | Drafts a follow-up email to customers who haven’t responded. | Accelerates case resolution and boosts service efficiency. | | Draft Recovery Offer Email | Drafts an email to rebuild customer trust and offer compensation after a complaint is resolved. | Helps ‌turn dissatisfied customers into loyal advocates. | | Draft Service Appointment Reminder Email | Drafts an email notifying the customer about an upcoming service appointment. | Reduces no-shows and improves operational efficiency. | | Draft Service Email | Drafts an email response based on the case information. | Improves customer service efficiency. | | Draft Service Introduction Email | Drafts a welcome email to new customers that outlines their available service options. | Helps customers find the available resources and support channels. | | Draft SLA Breach Apology Email | Drafts an email that apologizes for a service level agreement breach. | Builds transparency and helps retain customer trust. | | Follow-Up on Escalated Cases Email | Drafts a follow-up email for escalated cases. | Improves resolution times and customer satisfaction. | | Request More Details Email | Drafts an email to request more details about the service request. | Improves service accuracy and satisfaction. | | Summarize Case Resolution Email | Drafts an email to the customer that summarizes the steps taken to resolve a case. | Shows commitment to long-term satisfaction and helps customers retain key details. | | Verify Customer Identity Email | Drafts an email to verify customer identity for secure transactions. | Prevents fraud and ensures secure transactions. | | Thank You email | Drafts an email to thank customers after service interaction. | Improves customer relationships and boosts satisfaction. | <!-- document id=6c7fa48ea418efb7379602d392fa63eba4c2927697a727988107cb1be538a628 url=/admin/current/en-us/service/264-0-0/it_srvcs_use_proact_astnc_incdnts.md --> # Use Proactive Assistance Actions on IT Service Records IT teams use the Proactive Assistance card on an incident or problem or risk page to review actions. They can refresh actions as required. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d126861e70">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126861e70 ">To use proactive assistance:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126861e70 "> <ul> <li>Use Proactive Actions for IT Services </li> <li>Service Planner User</li> </ul> </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Incidents** or **Problems**or **Risk**. 2. Open an incident or problem record. If the record isn't resolved or closed, the proactive actions component shows all the actions that were triggered when the record was created. 3. On the record, expand each action section on the Proactive Assistance card. 4. Review the detailed analysis to understand the insights from the record. 5. Refresh the agent actions for the latest information on these actions. - Summarize record - Propose resolution summary - Create record root cause summary - Create service plan 6. Use the feedback icons to provide feedback on the suggested information for each action. If there is insufficient data to run a proactive action, the user is notified. ![Proactive Assistance for an Incident](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_proact_assistnce.png) <!-- document id=525ae7b0f9e80632ed4d9b7e86d2a36d1ea14ee99f0046149358a2d2407f5842 url=/admin/current/en-us/service/264-0-0/it_srvcs_servsasstnt_use_quickactns.md --> # Use Quick Actions in Service Plan Use quick actions to perform tasks directly from the steps of a service plan. IT teams can select actions, such as Send Email or Update Record, to complete tasks without navigating away from the incident record. IT teams can stay in the context of an incident while completing the workflow. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> 1. From the App Launcher, find and select **Incidents**. 2. From the Incidents page, open an incident record. 3. In the Service Assistant component, click **Draft Plan** to generate the executable service plan. 4. In the service plan, find a step that includes a quick action button, such as Send Email or Update Record. 5. Click **Send Email** quick action. 6. In the dialog box, enter the required information. 7. Click **Send**. 8. Select the checkbox of the service plan step to mark it as complete. <!-- document id=7eb3fec3873d881aa9fd1b2d05a95319cb546abf48938fe0dc8462eae58dd900 url=/admin/current/en-us/service/264-0-0/reply_rec_use.md --> # Use Reply Recommendations in the Lightning Service Console When you’re managing multiple chats or helping a customer in need, having the correct reply available makes your job easier. Einstein Reply Recommendations suggests relevant replies during chat and messaging sessions so that you can insert them into your conversations with customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97259e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97259e58 ">To view and act on Einstein Reply Recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97259e58 ">Einstein Reply Recommendations User permission set AND Read access to the Quick Text folder containing the published replies</td> </tr> </tbody> </table> ## Where and when do reply recommendations show up? Recommended replies appear in the Einstein Replies component of the Chat and Messaging tabs in the Lightning Service Console. Einstein recommends replies as soon as your customer sends the first message in a chat or messaging session. The recommendations are refreshed each time the customer sends a new message. You don’t need to click the chat window to refresh the recommendations. The top of the Einstein Replies component shows you when the recommendations were last refreshed. The reply that’s estimated to work best appears at the top of the list. When you end the chat, replies stop appearing. ![Einstein Replies component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_replies_in_console.png) ## How do I use the recommended replies? - To use a reply that fits your situation, click to send it to the customer in your chat. Make sure to click it only one time. - To modify the reply, click **Edit**, make your changes, and click **Post**. - To reject a reply, click **Not Helpful** to help Einstein Reply Recommendations learn when to recommend it. ![Reply action buttons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_reply_actions.png) ## What happens when I’m switching between multiple chats or messaging sessions? When working with multiple chats, click the top-right icon to dock or pin the Einstein Replies component in the corner of the console. ![Einstein Replies component header with dock icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_dock_icon.png) When it’s docked, you can send replies from any console subtab. The docked component shows replies for the current tab’s open chat or messaging session. ![Console with Einstein Replies component docked during an active chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_docked.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_tip.png) Tip Use the header bar actions to minimize, maximize, or close the docked component. The header bar also shows the transcript number of the open chat or messaging session for your current tab. In docked mode, you can interact with recommended replies even if the conversation isn’t visible from your current subtab. ## I don’t see the Einstein Replies component. Check with your admin. Make sure that: - Einstein Reply Recommendations is enabled - You have access to the Quick Text folder containing the replies - You have the Einstein Reply Recommendations User permission set - Your console layout includes the Einstein Replies component, which is added automatically to the Chat and Messaging tabs ## The Einstein Replies component isn’t recommending replies. Check with your admin. Replies are recommended only if: - Replies were published to Quick Text - Your Einstein Reply Recommendations model is active - Recommendations aren’t paused - A chat or messaging session is open - The responses score above the confidence threshold ## I see duplicate replies. Let your admin know so that the admin can remove or edit the duplicates. Duplicates can occur if: - A reply was published to quick text more than once - Highly similar replies weren’t edited or removed during publishing - Your admin created a new quick text reply for Einstein to recommend and it’s similar to one that was already published - You have access to multiple quick text folders with matching replies <!-- document id=62f9d9f6c17312d5b9b3266fac1ca360988a7c3f018475ed07a74f0d5742fd4f url=/admin/current/en-us/service/264-0-0/knowledge_use_parent.md --> # Use Salesforce Standard Knowledge Search for articles in Salesforce Classic or Lightning Experience. Get the most from your articles by sharing them in the case feed and using the Knowledge component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Search for Knowledge Articles in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_search.htm&release=264.0.0&type=5)** In Lightning Experience, find Knowledge articles faster by performing a Knowledge search. You can search for articles from the global search box at the top of every page or from the Knowledge component for the Lightning Service Console. - **[Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5)** Use a single search to find all your resources at once. - **[List View Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_list_views.htm&release=264.0.0&type=5)** Lightning Knowledge uses the same list views as other objects in Salesforce. Learn how an article's publication status and some user permissions affect list views for Knowledge. - **[Guidelines for Using the Lightning Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&release=264.0.0&type=5)** The Knowledge component keeps your team connected to your knowledge base everywhere in Salesforce. Your teams and support reps can use Knowledge in the service console with cases and other objects. Your team can search for and attach articles, or follow and unfollow articles. In cases, support reps can see suggested articles for a case as they view it, or they can search in the component to find more articles. - **[Share Article URLs in Channels](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_public_url.htm&release=264.0.0&type=5)** Insert links to articles from a Salesforce or Experience Cloud site into the case feed. In Lightning Experience, you can share article URLs in emails, social posts, and chat and messaging conversations. In Salesforce Classic, you can send article URLs in the email, social, and Experience Cloud publishers. - **[Share Articles in Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_lex.htm&release=264.0.0&type=5)** Share the contents of an article in an email, Social Post, Chat, or Messaging conversation. Close cases by inserting article summaries or text snippets in case interactions across channels. - **[Share Article Contents in Case Publishers in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_classic.htm&release=264.0.0&type=5)** Insert the contents of an article into the case feed via the email, social, and Experience Cloud site publishers. <!-- document id=42f563964adc03bad14531e856973c0e113792a2405b33e8863f0924163b3c35 url=/admin/current/en-us/service/264-0-0/voice_sales_service.md --> # Use Salesforce Voice Across Sales and Service Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> #### See Also - [Route Calls Directly to and from Reps](https://help.salesforce.com/s/articleView?id=service.voice_direct_calling.htm&release=264.0.0&type=5 "Assign each rep in your contact center a direct inward dialing (DID) phone number for inbound and outbound calls using Salesforce Voice (formerly Service Cloud Voice). For example, route inbound sales calls from existing customers directly to their account executives. When account executives make outbound sales calls, their phone number appears as the caller ID. This setup is appropriate for use cases where reps need their own number for direct inbound and outbound calls.") - [Integrate Salesforce Voice with Sales Engagement](https://help.salesforce.com/s/articleView?id=service.voice_high_velocity_sales.htm&release=264.0.0&type=5 "Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.") - [Einstein Conversation Insights](https://help.salesforce.com/s/articleView?id=sales.call_coaching.htm&language=en_US) <!-- document id=8dc3acca114a8185a199492a39bc8592f40dfa893610a5ea4027c77f8cd171f7 url=/admin/current/en-us/service/264-0-0/bots_service_transfer_skills.md --> # Use Skills-Based Routing to Transfer Bot Conversations Increase customer satisfaction with skills-based service rep routing and bots. Now you can route work items to service reps that can best serve customer needs based on skills like language or technical expertise. Skills-based routing makes bots the first point of customer contact. The bot identifies the required skills then transfers the customer to the next available service rep that matches their needs. Skills-based routing works the same across all channels. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d85535e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d85535e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d85535e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> You must have the following features enabled to set up Skills-Based Routing for Einstein Bots: - Chat or Messaging enabled - Einstein Bots enabled - Omni-Channel set up with Skills-Based Routing enabled - The routing type for the Chat Button set to Button Skills - A list of the 18-digit skill IDs In Chat, if a transfer is started, the bot follows this process to identify the destination of the conversation: - The bot first checks for service reps with the skills required to complete the work item and identifies their availability. If a service rep is available to take the chat, the bot transfers to the service rep. - If all service reps are at capacity, the bot reviews the settings of the Chat Button record assigned to the bot to identify the queue size. The bot reviews the queue size only if Enable Queue is checked, and uses the Overall Queue Size or the Queue Size Per Agent to identify the size. You can identify the Chat Button assigned to the bot by visiting the Connections section of the Bot Overview page. - If there’s room to wait in the queue defined by the Chat Button, the session is added to the queue and a message is sent to the customer to let them know they are on hold. - If there’s no room to wait in the queue, the bot moves to the No Agent system dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Limitations with Skills-Based Routing and Einstein Bots: - Einstein Bots don’t support Skills-Based Routing Rules. - Refer to the Omni-Channel documentation for more limitations around Omni-Channel and Skills-Based routing. 1. In your bot, create a list variable with the data type of ID. Set the SObject Type to Skill. ![Creating a new list variable to store skill IDs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_skills_variable2.png) 2. To add a set of skill IDs to a list, create an Apex class. We recommend adding the list of Skill IDs as a comment for reference. ```java global with sharing class GetSkillsIdsAction { @InvocableMethod(label='Get Skills Ids' description='Return Ids of Skills') global static List<List<Id>> getSkillsIds() { List<Id> skillsIds = new List<Id> (); /* * 18 char Skills Ids in the org: * * Dutch - 0C5RM000000028I0AQ * French - 0C5RM000000028D0AQ * Spanish - 0C5RM000000026R0AQ */ skillsIds.add('0C5RM000000028I0AQ'); skillsIds.add('0C5RM000000026R0AQ'); return new List<List<Id>> {skillsIds}; } } ``` 3. In the Bot Builder, from the Dialog Component Library, drag the **Apex** action step onto the canvas to call the Apex class and set the skills IDs in the bot variable. ![An action dialog step to call the Apex class.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_skills_action2.png) 4. Drag the **Transfer** rule step onto the canvas to transfer the bot conversation. In the Step Properties panel, in the Destination Variable field, select the ID variable that you created. ![A rule dialog step transfers the conversation using the Skill IDs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_transfer_skills_rule2.png) Bot Behavior in Messaging Bots check for available service reps differently depending on the channel. In Messaging, the bot checks service rep availability by using the business hours in the Messaging Settings. If the transfer is attempted outside of the set business hours, the bot moves to the No Agent dialog. To set business hours, see Modify Messaging Channel Settings. <!-- document id=d0f74a940eec60190b51a00d282f958d72412542d87c78bef08b55cfe55bbe81 url=/admin/current/en-us/service/264-0-0/wfs_use_status_categories_share_appointments.md --> # Use Status Categories to Share Appointments with Assigned Resources Use status categories to give service resources access to the appointments that they're assigned to — directly or using the Salesforce calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d16580e62">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d16580e62 ">To set up resource sharing:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d16580e62 ">Workforce Scheduling Admin</td> </tr> </tbody> </table> Use appointment status categories to share appointments and sync calendars so that your assigned service resources can see their work and their true availability. - Appointment sharing: give assigned service resources access to the records for the work they're assigned to. - Calendar sync: reflects that work as events on the Salesforce calendar and reflects personal calendar events back as blocked time in Workforce Scheduling. Both features use the same service appointment status categories that you configure. ## Appointment Sharing with Service Resources When you assign a service resource to a job, the resource needs access to the appointment's data to do the work. Appointment sharing grants that access when your org uses a private or read-only sharing model. Sharing is driven by the service appointment status categories that you configure. When a service appointment changes to a configured status category, Workforce Scheduling shares the service appointment with the assigned resource. Workforce Scheduling also shares the related work order, work order line item, and the associated visit and interaction. When the service appointment's status leaves the configured categories, Workforce Scheduling removes that access. This behavior keeps resources focused on active work and limits access to appointments that they're no longer assigned to handle. ## Calendar Sync Service resources often manage their availability in a calendar rather than in Workforce Scheduling, so their scheduled work also appears there. Calendar sync integrates with the Salesforce calendar, and from the Salesforce calendar you can extend to other tools as needed. When a service appointment is in a configured status category, Workforce Scheduling creates a corresponding event on the Salesforce calendar. When the appointment is rescheduled or its time changes, Workforce Scheduling updates the event. Resource absences also create calendar events. Calendar sync uses the same status categories as appointment sharing, so both features respond together. For example, if you configure a cancellation status category, moving an appointment into it stops sharing the appointment and removes its calendar event. When a service resource creates a personal calendar event, it becomes a locked resource absence. The dispatcher can then see that the resource is busy at that time but can't change that block. Together, these give the dispatcher a unified view of the resource's availability across scheduled work, absences, and personal commitments. ## Event Locking and Resource Availability Workforce Scheduling keeps service appointments and resource absences as the system of record for schedule changes. Events created from them are locked, so you edit the service appointment or resource absence, not the event derived from it. Three relationships keep availability consistent: - A service appointment creates a locked calendar event. - A resource absence creates a locked calendar event. - A personal event created directly on the calendar creates a locked resource absence in Workforce Scheduling. - **[Share Appointments with Service Resources](https://help.salesforce.com/s/articleView?id=service.wfs_share_appointments_with_resources.htm&release=264.0.0&type=5)** Give assigned service resources access to the service appointments they're assigned to, based on the appointment's status. - **[Sync Appointments to Resource Calendars](https://help.salesforce.com/s/articleView?id=service.wfs_sync_appointments_to_resource_calendars.htm&release=264.0.0&type=5)** Create Salesforce calendar events for assigned service appointments so that service resources see their scheduled work on their calendar. <!-- document id=228463c5064656adaafa6a10cdf9a13d0b8c079b5b0be79fd01249eaf77c1c76 url=/admin/current/en-us/service/264-0-0/swarming_in_lex_intro.md --> # Use Swarming in Lightning Experience Start a swarm from a Salesforce record, add experts to the swarm, choose where you want to collaborate, and more. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Swarm in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&release=264.0.0&type=5)** Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed. - **[Swarm in Slack](https://help.salesforce.com/s/articleView?id=service.swarming_in_slack.htm&release=264.0.0&type=5)** Swarm on customer issues with the Service Cloud for Slack app. You can start a swarm from the record in Salesforce or from a Slack channel. - **[Add Members to a Swarm in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.add_members_swarm.htm&release=264.0.0&type=5)** If resolving a customer issue requires help from others with different skills, you can add members to an ongoing swarm. Use Expert Finder to find people with the best skills, availability, and capacity. Or add people directly, by name. When you’re using Expert Finder, Omni-Channel routes invitations to the best available user with the specified skills and creates swarm member records for the case and swarm. Add swarm members by name, find them by skill with Expert Finder, or skip adding swarm members and add them later. - **[Close a Swarm in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.finish_swarming.htm&release=264.0.0&type=5)** Mark a swarm as complete from Lightning Experience. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on support reps’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports. - **[Reopen a Swarm in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.reopen_a_swarm.htm&release=264.0.0&type=5)** Reopen a completed swarm from Lightning Experience to seamlessly restart the conversation. Reopening a swarm changes it from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or only those members who still have capacity. - **[Take Action in Slack](https://help.salesforce.com/s/articleView?id=service.service_swarm_take_action_slack.htm&release=264.0.0&type=5)** To get the most out of Swarming, use the Service Cloud for Slack app to create and search for Salesforce records with easy to use slash commands. <!-- document id=de119e57a14f05623f224030e1018f2dadb7592dfe6b3e36e5f57a9d9465a3aa url=/admin/current/en-us/service/264-0-0/concept_tua_cxi_analytics_tableau_next_dashboards.md --> # Use Tableau Next Customer Signals Intelligence Analytics Dashboards Gain a comprehensive analysis of customer engagement across channels based on customer sentiment, key phrases, contact reasons, and location. Use the new analytics dashboards to monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time. Gain insights into the sentiment of interactions by each service reps and identify customers that need attention based on their engagement frequency and sentiment score. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions where Customer Signals Intelligence is enabled</td></tr></tbody></table> The Customer Signals Intelligence Analytics app includes these dashboards. To view these dashboards, you need the Data Cloud user permission set and the Tableau Next Limited Consumer permission set. - Customer Signals Intelligence - Customer Watchlist - Customer Sentiment Insights - Product Insights - **[Customer Signals Intelligence](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_signals_intelligence.htm&release=264.0.0&type=5)** Use the Customer Signals Intelligence dashboard to gain a comprehensive view of your customers' experiences with your team’s interactions. Analyze sentiment, engagement metrics, and trends to assess customer satisfaction and service performance. - **[Product Insights](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_product_insights.htm&release=264.0.0&type=5)** Use the Product Insights dashboard to analyze customer engagement for specific products across various channels, focusing on sentiment, key influencing factors, contact reasons, and location. Monitor trends in Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and sentiment over time to identify patterns in customer satisfaction and refine your support strategy accordingly. - **[Customer Watchlist](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_watchlist.htm&release=264.0.0&type=5)** Use the Customer Watchlist dashboard to identify customers who require prompt attention based on the duration since their request initiation to prioritize customer support efforts effectively. - **[Customer Sentiment Insights](https://help.salesforce.com/s/articleView?id=service.concept_tua_cxi_analytics_dashboard_customer_sentiment_insights.htm&release=264.0.0&type=5)** Analyze customer engagement performance and sentiment across channels using the Customer Sentiment Insights dashboard, embedded in the Service Console or accessible from Contact, Account, or Lead pages. Use this dashboard to assess sentiment, identify top contact reasons, and evaluate overall engagement scores. - **[Embed Customer Signals Intelligence for Tableau Next Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.concept_cxi_analytics_dashboards_embed_tableau_next_dashboard.htm&release=264.0.0&type=5)** Customer Signals Intelligence Tableua Next Analytics includes dashboards you can embed and access in Lightning Experience pages. - **[Batch Data Transform for Tableau Next Analytics Dashboards](https://help.salesforce.com/s/articleView?id=service.concept_cxi_analytics_run_tableau_next_batch_data_transform.htm&release=264.0.0&type=5)** Schedule the batch data transforms at the required frequency to ensure the dashboards display the latest information for Contact Reasons, Key phrases, Product, and Entities. <!-- document id=ac855bc203b1e96d6ba6244a6fd74aab0d9aeae02087efda6936deef9eb2aa10 url=/admin/current/en-us/service/264-0-0/console_listview.md --> # Use the Agent Console List View The Agent console’s list view lets you quickly perform actions within Salesforce without leaving the console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## Display list views From the dropdown list in the top left of the list view frame, select an object, and then a list view of the object to display in the console's list view frame. You cannot create a list view within the console. Click **Refresh** to reload the list view with any updates that have occurred to the records since you began viewing the list. The refresh button automatically changes colors when record updates have occurred. Records italicize in the list view when you edit them in the detail view. This shows you the records you have edited. ## Search Enter keywords in the search box above the list view and click **Go!** to use advanced search across all the searchable records you can access in your organization. Terms in an advanced search are treated as separate words rather than a phrase and can be found in different indexed fields within a record. So, searching for _Pat Powers_ in advanced search finds a contact named “Pat P Powers,” as well as a contact named “Pat Smith” with an email address of “smith@powers.com.”. Search results display in the detail view. ## Create records From the New dropdown list, select any object to create a record. New record pages display in the detail view. ## View recent items From the Recent Items dropdown list, you can choose to display any of the 10 records you most recently viewed. Recent items display in the detail view. ## Perform mass actions Select the checkbox next to items in the list view, and from the Mass Action dropdown list, choose the action you want to perform on all the selected records. If you perform a mass action on more than 200 records while using Internet Explorer, you can be automatically logged out of Salesforce. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note If the selected list view doesn't contain any records, no data displays in the console. #### See Also - [Legacy Agent Console](https://help.salesforce.com/s/articleView?id=service.console_about.htm&release=264.0.0&type=5 "The legacy agent console in the console tab makes it easier to find related information with less switching between pages.") - [Agent Console Concepts](https://help.salesforce.com/s/articleView?id=service.console_concepts.htm&release=264.0.0&type=5 "Review the following terminology used to describe the components of the Agent console.") - [Display the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_start.htm&release=264.0.0&type=5 "You can start using the Agent console after your administrator has set it up.") - [Navigate Within the Agent Console](https://help.salesforce.com/s/articleView?id=service.console_navigating.htm&release=264.0.0&type=5 "What you click in the Agent console determines which frame a record displays in.") <!-- document id=95cbdf9fd100e84eb8f2977198a6d4cf5edb6a04631d55ba0b950b6599d5e851 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_service_objectives_asap_example.md --> # Use the ASAP Objective With Relevance Groups With Relevance Groups, you can set different weights to ASAP objectives to prioritize different scenarios and service appointments in Field Service. For example, you can create a specific ASAP objective with a higher weight to expedite an appointment with a customer who has a low customer sentiment score. This way, you can make sure that your most important customers are getting the service they need, even if it’s at the expense of travel time or other objectives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ For example, combine the ASAP objective with [Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&type=5&language=en_US) to prioritize scheduling service appointments for high-value customers. 1. Define high-value customers 1. In your Salesforce org, on the Account object, [create a picklist field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) named `Account Tier` that indicates the related Account’s tier or life-time value. Enter field values: `Platinum`, `Gold`, and `Silver`. 2. On the service appointment object, [create a formula checkbox field](https://help.salesforce.com/s/articleView?id=platform.adding_fields.htm&type=5&language=en_US) named `Platinum Account` which evaluates as `true` if the related Account’s tier is Platinum. 2. Create a Service Objective. 1. [Create a service objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) with ASAP Record Type. Name it `Expedite Platinum Accounts`. This objective prioritizes appointments for platinum customers. 3. Create Relevance Group Criteria. 1. On the newly created objective, [create a relevance group](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&type=5&language=en_US) that filters platinum accounts service appointments. For Service Appointment, select **Platinum Account**. 4. Add the new objective to a scheduling policy. 1. Open the scheduling policy, for example, the Customer First scheduling policy. 2. In the Scheduling Policy Objective related list, click **New**. 3. Select the newly created **Expedite Platinum Accounts** ASAP service objective. 4. In the Weight field, enter a value which is significantly higher than the other lower-priority service objectives. For example, trade off longer travel times for Platinum Account service appointments so that they are scheduled today, even though the travel time tomorrow is significantly shorter. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In this example it's important that you [give a higher priority](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_priority_optimization.htm&type=5&language=en_US) to Platinum jobs, otherwise the optimization engine can prefer not to schedule the appointment, as it gets a higher ASAP penalty. <!-- document id=01b8ae3fd9a37f4b449d790a8c9524f2a671a331016165dfd79c0b157aa1d62c url=/admin/current/en-us/service/264-0-0/cti_directory.md --> # Use the Call Center Directory Every call center has an associated call center directory that includes the name and number of every user that belongs to that call center, as well as other phone numbers that are related to records in your system. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27196e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27196e55 ">To use a call center directory:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27196e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). To use your call center directory: 1. In the softphone, click the name of the open line that you want to use. This action opens the dial pad for that line. Click the search icon next to the dial pad to open your call center directory. 2. Search the call center directory for a phone number: 1. In the **Pick an object** dropdown, choose the type of record that you want to search. Any object with a phone number field is included in this list. 2. In the **Search** text box, type all or part of the name for which you are searching. 3. Click **Go** to view a list of only those records that include your search text. 3. When you find the phone number that you want, click its associated record name to automatically enter the number into the softphone. 4. Click **Dial** to make the call. #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Make a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_makingacall.htm&release=264.0.0&type=5 "In Salesforce CRM Call Center, make a call by dialing a number manually, using the call center directory, or using click-to-dial.") - [Make a Conference Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_confcall.htm&release=264.0.0&type=5 "Initiate a conference call with another call center user or an outside phone number.") - [Transfer a Call Using the Softphone](https://help.salesforce.com/s/articleView?id=service.cti_transfercall.htm&release=264.0.0&type=5 "Transfer a call to another call center user or to an external phone number.") <!-- document id=29d0bbb1dca3c0e5e85ecd62c271279d1009cc7f35b18a53b15093ad4ef5c3f2 url=/admin/current/en-us/service/264-0-0/service_intelligence_insights_customer_effort.md --> # Use the Customer Effort Score Insight Component Add the Customer Effort Score insight component to your case page layouts so your support reps can see how much effort the customer is putting into the case, at a glance. Customer effort directly impacts customer satisfaction, so understanding this score helps level up your customer service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use the Customer Effort Score insight, you need the Service Intelligence User permission set. To manage the Customer Effort Score Insight, you need the Service Intelligence App Admin permission set. Use Lightning App Builder to drag the Customer Effort Score component to a case or custom Lightning page. ![The Customer Effort Score Insight component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_customer_effort.png) The Customer Effort Score ranges from 1 to 100, with 100 indicating the highest effort. The total of these factors calculates it, with each given an equal weight of 20: speed of initial response, number of support rep interactions, email response time, whether the issue was escalated, and the number of knowledge articles viewed by the customer. <!-- document id=adc8a6b65b62a291fc2839c58d18889febcb908c8edddecc9af4aa6f04e16133 url=/admin/current/en-us/service/264-0-0/cases_draft_case_comment_action.md --> # Use the Draft Case Comment Action with Service Plan Template Configure the standard prompt template for case comment generation in your org to help service reps generate comments. Deploy standardized comment generation across teams to comply with company communication standards. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - Ensure the Agentforce Employee Agent is active. - Ensure the Employee Case Management topic is assigned to the above Agentforce Employee Agent. - Ensure that Service Assistant is enabled in your org. For more accurate results, generate a service plan for the case. - The action is defined as a standard action within Agentforce. - Make sure that the agent user has the Create permission on the case comment object. - Configure the action to reliably receive the case ID as an input variable so comments associate with the correct record. <!-- document id=59964fcbb9c735b7203aef8cbbbbe8d66e8e0dbec42e26061cf527c25870bc46 url=/admin/current/en-us/service/264-0-0/knowledge_use_ek_component.md --> # Use the Enterprise Knowledge Component The Enterprise Knowledge component connects your team to your knowledge base, making it easy to access the information they need. In the Service Console, service reps can search for and attach relevant articles to cases and other records. It offers a streamlined search across all internal and external sources, presenting the content in a uniform ‌format, regardless of its origin or type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> In the Enterprise Knowledge component, you can quickly find the relevant articles and perform these actions. ## Search relevant articles To search knowledge articles, use the search box in the component. After you type at least three characters, search suggestions appear in these groups. - **Top Articles** lists articles that match the text that you enter. Select an article to open it. - **Recent Searches** lists search terms that you used previously. Select a recent search to run that search again. - **Recent Articles** lists articles that were recently searched by the user. After you run a search, results show article titles and short snippets, with your search keywords highlighted to help you quickly spot the most relevant content. If you have set your language preference, search results return Salesforce Knowledge articles that match your language, while harmonized unstructured content results include matching records in all available languages. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The search results are based on the search query configuration that is set up for your Enterprise Knowledge component. ## View Agentforce answers If your admin selected **Show Article Suggestions on Page Load** for the Enterprise Knowledge component, you see suggested articles and an Agentforce Answer as soon as you open a case. Otherwise, ask Agentforce a question in the component to get an answer based on your Enterprise Knowledge articles. After Agentforce returns an answer, you can ask follow-up questions to refine the response or get more details. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Agentforce Answers are AI-generated and might be inaccurate or incomplete. Review the answer and the cited source articles before you act on the answer or share it with a customer. ## Preview articles You can hover over an article title in the search results to preview its content. ## Engagement actions You can attach or remove knowledge articles from records by using the dropdown menu next to each article. Salesforce standard knowledge articles attached to cases appear in the Standard Knowledge Articles related list and external harmonized content from Data 360 appears in the Enterprise Knowledge Articles related list. ## Open the component in a new window To open the Enterprise Knowledge component in a new window, click the pop-out in a new window icon. However, you can't attach the article to the record from the new window. You can attach the article to the record from the Enterprise Knowledge component on the record page. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Wait for Agentforce to finish generating answers before you click the pop-out in a new window icon. If you open the component in a new window while Agentforce is processing, answers might not appear or behave as expected. <!-- document id=ba24f5180ae6b43033e6095827ac3f9ec15ae690f24f5673c28bc0b4c216d6fc url=/admin/current/en-us/service/264-0-0/it_srvcs_use_ek_component.md --> # Use the Enterprise Knowledge Component for IT Services Use the Enterprise Knowledge component to view, search, and attach articles from Salesforce Knowledge and external sources to incidents. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> The Enterprise Knowledge component on an Incident record page helps IT support reps perform these tasks. - View articles already attached to the incident and articles automatically suggested based on the incident details. - Attach suggested articles or remove attached articles. - Search for articles across Salesforce Knowledge and external sources unified through Data 360, with Agentforce providing conversational answers. - Draft a knowledge article from the incident by using an active Knowledge Generation prompt template. See [Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5 "Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article."). Attached Salesforce Knowledge articles appear in the **Standard Knowledge Articles** related list. Attached external articles appear in the **Enterprise Knowledge Articles** related list. See [Use the Enterprise Knowledge Component](https://help.salesforce.com/s/articleView?id=service.knowledge_use_ek_component.htm&type=5&language=en_US) for details on how to search, preview, and engage with Enterprise Knowledge articles. <!-- document id=98eadbbf53d236752546231f1ba0456eb6d6bd026f3fc2225661bbabf89dbab5 url=/admin/current/en-us/service/264-0-0/it_srvcs_cal_create_events.md --> # Use the IT Service Calendar After admins configure event types, IT teams schedule and track events on the calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d72792e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72792e72 ">To view change requests on the IT Service Calendar:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72792e72 ">View access on Change Request</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d72792e72 ">To view releases on the IT Service Calendar:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d72792e72 ">View access on Release</td> </tr> </tbody> </table> 1. From the App Launcher, find and select **IT Service Calendar**. 2. Create an event on the calendar. 1. Click **New Event**. 2. Enter an event name and select an event type. 3. If necessary, add a description and assign the event to a user. 4. Enter the start and end date and time. 5. To schedule an event that spans the entire day instead of specifying start and end times, select **All-Day Event**. 6. Save your changes. 3. Use the Calendar Controls panel to filter the view. - For predefined events, filter by Event Type. - For change requests, filter by Type, Priority, Status Code, Status, or Category. - For releases, filter by Release Type, Status, or Priority. 4. To view event details, click an event block on the calendar. Each time you create a change request or a release, a corresponding event is automatically created on the IT Service Calendar. Click an event to view its details. ![\[it service calendar\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_it_service_cal.png) <!-- document id=6e8d1f75af25a5263341f242e604aafdc0716d1c8da027ef091b322631018d0d url=/admin/current/en-us/service/264-0-0/it_srvcs_unified_catalog_employee_use.md --> # Use the IT Service Catalog as an Employee As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Find and Initiate a Service Request Let’s see how Unified Catalog can help you initiate requests through the self-service portal. In the self-service portal, you can find services in these ways. - Categories: The catalog organizes offerings into logical groupings called Categories, such as Hardware Requests and Software, to help you navigate and find what you need. - Search: The global search bar on the portal helps you find service requests, with relevant catalog items appearing in your search results. - Knowledge Articles: If you are viewing a knowledge article, you can launch a relevant service request directly from the article page, bridging the gap between learning about a solution and initiating the corresponding action. After you find the service you need, an interactive intake form guides you to provide the required information. For hardware requests, you can select products from curated lists. ## Submit and Track Your Request After you submit the form, the Unified Catalog generates a Case, Service Request, or an Incident record, depending on the configuration. You can monitor the status of your request in real time by viewing your submitted requests, cases or incidents in the My Tickets tab on the portal. You can also receive proactive notifications on your Slack app to stay in loop about the status of your requests. <!-- document id=b03cd2f6e3823155842fed1f6112c57ab98d70bb74e7ed20e6dd460993b20593 url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_using_list.md --> # Use the List in the Actions & Recommendations Component Learn how the Actions & Recommendations component can walk you through multiple-step procedures. The list of items helps you complete work quickly and consistently with less guesswork. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13008e82">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13008e82 ">To run flows from the list:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13008e82 "> <p>Run Flows</p> <p>OR</p> <p><samp class="parmname">Flow User</samp> field enabled on the user detail page</p> <p>OR</p> <p style="margin-bottom:0;">Manage Flow</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13008e82 ">To run an action strategy or recommendation:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13008e82 "> <p>Run Flows</p> <p>OR</p> <p><samp class="parmname">Flow User</samp> field enabled on the user detail page</p> <p>OR</p> <p style="margin-bottom:0;">Manage Flow</p> </td> </tr> </tbody> </table> The Actions tab on the component shows actions associated with the current record page. Clicking a screen flow, for example, starts it in a subtab in a console app or in a window for a standard navigation app. After you confirm the start of an autolaunched flow, it runs in the background without user input. Quick actions run in a window. The component displays: - Recommendations that result from applying an Einstein Next Best Action strategy, if the component is configured to show them (1) - Paused flows associated with the current record, even if they weren’t started from the component (2) - A history of actions for the current record (3) - Other actions that you can start as needed when you click Add (4) - Flows that are marked as mandatory (5). Closing a tab or window without completing a screen flow that’s mandatory causes a warning message to appear. You can dismiss the reminder and complete the flow, or finish it later. ![The component can display a list of actions, including paused flows and recommendations, for the record.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_engagement_service_console_contact_use_case.png) Keep these things in mind. - If you select auto-launch when you configure the deployment, the first step in the list opens when the record page loads. - Each list item has a dropdown menu. If an action is configured as removable, you can delete it from the list using this menu. Also, you can use this menu to reorder items within each pinned or unpinned region. - Stages display only for in-progress flows that are in focus. - For console apps, when a step is completed, the subtab closes. If other subtabs are open, you’re taken to the next subtab. If no other subtabs are open, you’re returned to the workspace tab with the component. - For standard navigation apps, when an action is completed, the window closes. - Completed actions are in gray and can’t be relaunched. A page refresh removes completed actions. When all actions are completed, a page refresh adds all actions from the deployment to the component again. - **[Choose a Recommendation from Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_nba.htm&release=264.0.0&type=5)** Consider actions and offers that result when you filter recommendations through Next Best Action strategies. If your admin has set up a deployment to show recommendations, the best ones display in a tab on the Actions & Recommendations component. - **[Resume Paused Flows from the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_resume_pausedflow.htm&release=264.0.0&type=5)** If paused flows are associated with the record, they appear under the **Resume Paused Actions** tab on the Actions & Recommendations component. Paused flows are shown only if you have permission to run flows. - **[Find Another Action](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_list_add.htm&release=264.0.0&type=5)** Sometimes a customer interaction requires a step that doesn’t appear in the Actions & Recommendations component. You can look for more actions when you need them. - **[Complete Mandatory Actions on the Actions & Recommendations Component](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_mandatory.htm&release=264.0.0&type=5)** When you see an asterisk next to an action, it’s a step that’s important to complete. When you try to close a flow that’s mandatory before completing it, a reminder appears that it’s a required step. - **[View the History of Actions](https://help.salesforce.com/s/articleView?id=service.console_lex_guided_action_history.htm&release=264.0.0&type=5)** The History tab on the Actions & Recommendations component shows the life cycle of actions for the record. In a handoff, the history can help you identify gaps and what step to take next. #### See Also - [Customize Lightning Pages for Lightning Console Apps](https://help.salesforce.com/s/articleView?id=service.console_lex_custom_pages.htm&release=264.0.0&type=5 "Use the Lightning App Builder to create custom Lightning pages to ensure that your console users always have the records they need in a layout that works best for them.") - [_Lightning Flow for Service Developer Guide_ (English only)](https://developer.salesforce.com/docs/atlas.en-us.salesforce_guided_engagement.meta/salesforce_guided_engagement/salesforce_guided_engagement.htm) <!-- document id=3bfc6382a93f9c409efbf45a1413af55b5fa211afa99455794249dbd757fe136 url=/admin/current/en-us/service/264-0-0/legacy_chat_migration_tool.md --> # Use the Migration Tool to Move from Legacy Chat to Enhanced Chat Migrate from Legacy Chat to Enhanced Chat in just a few clicks. Then take important steps to complete setup. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="legacy_chat_migration_tool__d1166e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="legacy_chat_migration_tool__d1166e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Beginning in June 2025, Messaging for In-App and Web is changing its name to Enhanced Chat. During this transition, you can possibly see references to both names in our documentation. We wish we could magically update the name everywhere at once, and we thank you for your patience as we evolve. The Legacy Web Chat Migration tool is a beta service that is subject to the Beta Services Terms at [Agreements - Salesforce.com](https://www.salesforce.com/company/legal/) or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the [Product Terms Directory](https://ptd.salesforce.com/). Use of this pilot or beta service is at the Customer's sole discretion. - **[Considerations and Limitations for Using the Legacy Web Chat Migration (Beta) Tool](https://help.salesforce.com/s/articleView?id=service.lc_migrate_2.htm&release=264.0.0&type=5)** Before you migrate from Legacy Chat to Enhanced Chat, review what is and isn’t migrated. - **[Migrate from Legacy Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.lc_migrate_3.htm&release=264.0.0&type=5)** Set up a domain where you’ll host Enhanced Chat. Use the Legacy Web Chat Migration (Beta) tool to migrate to Enhanced Chat. And then take the required and optional next steps after using the tool. - **[Migrate Custom Labels from Legacy Chat to Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.legacy_to_enhanced_migration_labels.htm&release=264.0.0&type=5)** Some Legacy Chat labels are migrated to Enhanced Chat with the Legacy Web Chat Migration (Beta) tool. Review which labels come over automatically. Then review which labels you can customize manually once you set up Enhanced Chat. #### See Also - [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat) - [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.") <!-- document id=1f1fc4a3716ebfab2a721d36e0f145507f0aea27f801fe6f89aaa352587d36d0 url=/admin/current/en-us/service/264-0-0/portals_using.md --> # Use the Portals Tab The Portals Tab is where you set up an online support channel for your Self-Service customers - allowing them to resolve their inquiries without contacting a customer service representative. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d7410e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7410e54 ">To set up the Self-Service portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7410e54 ">Manage Self-Service Portal</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7410e54 ">To modify Self-Service pages:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7410e54 "> <p>Manage Self-Service Portal </p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;"> Customize Application</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. Click the Portals tab displays the portals home page. From there, you can: - View your customer Self-Service portal home page. - Click on your Self-Service portal pages to see how your customers will interact with them. - Under **Reports**, click any report name to jump to that report. - Select any of the links under **Tools** to access utilities for managing your Self-Service portal and Self-Service users. <!-- document id=45ba1ba06bac74c5155f3c0f860536cf9ade596301320340007f4e3b4970fbb9 url=/admin/current/en-us/service/264-0-0/service_intelligence_insights_predict_escalate.md --> # Use the Propensity to Escalate Insight Component While working on cases, see AI-powered insights that estimate the likelihood customers will escalate their cases. Propensity to Escalate is a machine learning model built using Einstein Studio No Code Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use the Einstein Studio Insight, you need the Service Intelligence User permission set. To manage the Einstein Studio Insight, you need the Service Intelligence App Admin permission set. Use Lightning App Builder to drag the component to a case or custom Lightning page. ![The Customer Effort Score Insight component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_escalate.png) <!-- document id=501961ca82c2ab4fff56a7f09c705a523da1ac9afe2dca790234951f910e44ed url=/admin/current/en-us/service/264-0-0/service_intelligence_insights_time_resolve.md --> # Use the Time to Resolve Insight Component Give support reps AI-powered insights that estimate how much time it takes to resolve cases so they can better manage SLAs or reassign work to teammates. Time to Resolve is a machine learning model built using Einstein Studio No Code Builder. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To use the Einstein Studio Insight, you need the Service Intelligence User permission set. To manage the Einstein Studio Insight, you need the Service Intelligence App Admin permission set. Use Lightning App Builder to drag the component to a case or custom Lightning page. ![The Customer Effort Score Insight component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_intelligence/service_intell_time_resolve.png) <!-- document id=88579f348dd0a7c5f5c83435d818fc240d0756b92301385508c25ce1737a2cad url=/admin/current/en-us/service/264-0-0/mfs_time_sheets.md --> # Use Time Sheets in the Field Service Mobile App View time sheets, log working hours, and submit time sheets for approval on the go. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158958e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">To view time sheets and time sheet entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">Read on time sheets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">To create, update, or delete time sheet entries:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">Edit on time sheets</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">To create time sheets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158958e72 ">Create on time sheets</td> </tr> </tbody> </table> To ensure that mobile workers can access time sheets on their mobile devices, make sure that you follow the setup steps in [Set Up Time Sheets](https://help.salesforce.com/s/articleView?id=service.fs_set_up_timesheets.htm&release=264.0.0&type=5 "Before your mobile workers can start logging their hours using time sheets, lay down the foundation. Enable time sheets on the Field Service mobile app, set up an approval process, and customize time sheet fields."). 1. To access mobile time sheets, tap **Profile**, then tap ![the time sheets clock icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_time_sheet_icon.png). 2. View your current time sheets or use the dropdown menu to view past time sheets. To view time sheet details, such as time sheet entries and related lists, tap **View Time Sheet**. The Current Time Sheets list view shows time sheets that are within the current time period. Once the time period is over, time sheets are moved to the Past Time Sheets list view. For example, if your time period ends on Friday, a new time sheet appears in the Current Time Sheets list view on Monday. 3. To create time sheet entries, navigate to the time sheet overview screen. Then tap **+** next to a date in the time sheet, and enter the time sheet entry details. 4. To submit a time sheet, navigate to a current or past time sheet and tap **Submit**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the Salesforce admin hasn't set up an approval process, users don't see the Submit button. Considerations and limitations for mobile time sheets: - Time sheets list views are custom list views. To use time sheet list views, the user must have the Access Lightning Web Components in Field Service Mobile permission enabled. - Only the time sheet owner has access to view, track, modify, or submit a time sheet. To provide that access to a different user, reassign ownership to the new user. - Salesforce syncs time sheet data to the cache. If mobile users are offline, they can see time sheets that were previously viewed and cached. When they go back online and their device's time sheet data is out of sync with the server's data, they are prompted to review a new version of their time sheet. Users must be online to submit time sheets. - To access mobile time sheets for the first time, users may need to log out and then log back in to the Field Service mobile app. - The service resource must own the time sheet record for the time sheet icon to show on the Profile tab. - After a user submits a time sheet, the status doesn’t visually update from Unsubmitted to Pending. To view the updated status, refresh the screen. - In the mobile app, the submitter can’t choose an approver manually. - To give the best performance and offline experience, users can't update time sheets that are pending or approved. If your workflow allows these changes, you can use a quick action or flow to update the status. #### See Also - [Create Time Sheet Templates](https://help.salesforce.com/s/articleView?id=service.fs_create_timesheets.htm&release=264.0.0&type=5 "You can automatically create time sheets from a template so that service resources can track their time and work. Specify the time period each time sheet covers, such as a week or month, and track specific tasks, travel time, and break time. Time sheets are created one day before their start date. You can only create time sheets for service resources of the type Technician.") - [Set Up Time Sheets](https://help.salesforce.com/s/articleView?id=service.fs_set_up_timesheets.htm&release=264.0.0&type=5 "Before your mobile workers can start logging their hours using time sheets, lay down the foundation. Enable time sheets on the Field Service mobile app, set up an approval process, and customize time sheet fields.") - [Time Sheet Fields](https://help.salesforce.com/s/articleView?id=service.fs_timesheets_fields.htm&release=264.0.0&type=5 "Time sheets and time sheet entries have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") <!-- document id=d6f05d9de9a8a6a339e1383828eb11557975455303e16ecb217ea9443f3f7647 url=/admin/current/en-us/service/264-0-0/knowledge_admin_tricks_examples_videos.md --> # Use Videos from Any Provider with a Custom Visualforce Page Using a custom Visualforce page and the HTML editor, you can insert videos from any provider into your Salesforce Knowledge articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88336e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 ">To create a Visualforce page</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 ">To create articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 "> <p>Manage Articles</p> <p style="margin-bottom:0;">AND</p> <p style="margin-bottom:0;">Read and Create on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 ">To edit draft articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Read and Edit on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 ">To edit published or archived articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88336e56 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, and Edit on the article type</p> </td> </tr> </tbody> </table> For example, create a Visualforce page: ```markup <apex:page showHeader="false" showChat="false" sidebar="false"> <iframe width="560" height="315" src="http//myvideo.provider.com/embed/{!$CurrentPage.parameters.VideoID}" frameborder="0" allowfullscreen="true"> </iframe> </apex:page> ``` Then, with the HTML editor, authors can reference videos using this code: ```html <iframe frameborder="0" height="315" src="https://MyDomainName.my.salesforce.com/apex/Video?videoID=12345" width="560"> </iframe> ``` #### See Also - [Build Your Knowledge Base in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_setup.htm&release=264.0.0&type=5 "Create a library of knowledge articles in Salesforce Classic. Before you get started, assign Knowledge User licenses to yourself and your team.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Salesforce Knowledge Guide (Classic)](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_knowledge_implementation_guide.pdf) <!-- document id=e6f00bef908b4754e8ad2a65b3495eedc3dd57dadc3b5f88fc0606a5057b5221 url=/admin/current/en-us/service/264-0-0/voice_voicemail_drop.md --> # Use Voicemail Drop for Outbound Calls Save time on outbound calls by automatically leaving pre-recorded voicemail messages. When you reach a user’s voicemail, you can end the call immediately, and proceed to your next work item. Salesforce Voice plays your default message for the user without disconnecting the call. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Applies to these telephony models - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony (if supported by your telephony provider) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d116308e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116308e74 ">To record and use voicemails: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116308e74 ">Use Voicemail Drops</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116308e74 ">To make calls:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116308e74 ">Salesforce Voice Contact Center Rep</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Your admin can clone the **Salesforce Voice Contact Center Rep** or **Admin** permission sets to enable the **Use Voicemail Drops** user permission. This feature is available for all users that belong to the cloned permission set. Admins can add or remove users from the permission set as required. You can manage your own library of pre-recorded messages. You can upload or record up to 10 voicemail messages. One message is always selected as the default. If you haven’t set a default recording, the first message is automatically selected as the default. 1. From your profile, go to settings. 2. In the Quick Find box, enter Voice, and select **Voicemail Settings**. ![Quick Find box, with the Voicemail Settings option highlighted under the Voice menu.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voicemail_drop1.png) 3. To add a voicemail drop, click **Add Voicemail Drop**. 1. Enter a name for the recording. 2. **Upload a file** or **Record an Audio** from your preferred input device to create the voicemail message. To upload an audio file, the file must be in .wav format with an 8 kHz sample rate and mono channel. Also make sure that the file size doesn't exceed 16 MB. 4. Save your changes. Your voicemail messages are listed in the **Outbound Voicemail Drops** table. From here, you can reorder the list to change their priority. ![Outbound Voicemail Drops](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_voicemaildrop3.png) Use the **Set Default** option to set a recording as the default message. Use the **Download** or **Delete** option to download or delete the recording. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You must always have one default recording. If you created the S3 bucket and added it to your Amazon Connect instance manually, you must attach the following CORS configuration to the bucket: ``` [ { "AllowedHeaders": ["Content-Type"], "AllowedMethods": ["PUT"], "AllowedOrigins": ["https://yourdomain.lightning.force.com"], "ExposeHeaders": ["ETag", "x-amz-request-id", "x-amz-id-2"], "MaxAgeSeconds": 300 } ] ``` While making a call from the service console, you can click the ![drop default voicemail](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voicedrop_icon1.png) icon to drop your default voicemail or select a more suitable message by using the drop-down icon. Click **End Call** to end the call without dropping a voicemail message. The sequence of recordings in the drop-down list is determined by their order in the **Outbound Voicemail Drops** table. ![drop-down list for voicemail drop](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voicemail_drop_262.png) While on call, the recording is live the moment you hear the voicemail beep. Any background noise that’s captured is included in the message. For a professional experience, avoid unnecessary conversation until you drop the voicemail. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To use this feature with Salesforce Voice with Partner Telephony, your telephony provider must implement the `VFSProvider` apex interface. ## Limitations of Voicemail Drop Keep these limitations of voicemail drop in mind. - You can’t delete a default recording. To delete your current default, first set a different recording as the default. - You must access the **Voice** and **Voicemail Settings** tabs directly from a Lightning page. Otherwise, the uploads to the S3 bucket might be rejected due to Cross-Origin Resource Sharing (CORS) errors. - To upload an audio file, the audio file must be in .wav format with an 8 kHz sample rate and mono channel. #### See Also - [Salesforce Voice with Partner Telephony Apex Reference: VFSProvider](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_apex_reference.htm) - [Object Reference for the Salesforce Platform: ConversationVendorInfo](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_conversationvendorinfo.htm) <!-- document id=8db140c8ccfb1e9d933e7200c1407dcf3ee50d85d79f9d158ee4557bae4e0e06 url=/admin/current/en-us/service/264-0-0/cc_generative_ai_use_work_summaries.md --> # Use Work Summaries in the Console Einstein Work Summaries generates an outline of conversations on cases and voice calls. Ask for summaries from the Einstein panel with agent. For Messaging, Chat, and Voice, you can draft, edit, and save summaries from the Wrap Up component in the Lightning Service Console. For Email, use the Einstein Email Summaries component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d52785e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">To view and act on Work Summaries recommendations:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">Work Summaries User permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">To access Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">Use Einstein Copilot for Salesforce user</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">To run prompt templates and use the Summarize Record action:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52785e61 ">Prompt Template user</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note This tool uses generative AI and may produce inaccurate or harmful content. Always review the output for accuracy and safety before using it. You are responsible for any content you save or share. ## Languages Work Summaries for Messaging and Voice Calls are available in Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, and Turkish. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note If your locale is set to Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, or Turkish, make sure your admin has turned on Global Languages in Einstein Setup for Enhanced Messaging and Voice Call summaries to appear in your language. Otherwise, they default to English. Work Summaries for Live Chat are available in Dutch, English, French, German, Italian, Japanese, Portuguese (Brazilian), Spanish (Mexico), Spanish (Spain), and Swedish. Work Summaries for Email are available in Salesforce's [fully supported languages](https://help.salesforce.com/s/articleView?id=xcloud.faq_getstart_what_languages_does.htm&language=en_US&type=5). Conversation Catch-Up is available in English, French, German, Italian, Japanese, and Spanish (Spain). Einstein detects the case or transcript language and generates the summary in that language. For enhanced messaging sessions and voice calls, if Einstein can’t detect the transcript language, the summary language depends on org settings. In Setup, if the Summary in User Language toggle is on, the summary is drafted in the [user’s locale language](https://help.salesforce.com/s/articleView?id=xcloud.admin_language_locale_currency.htm&type=5&language=en_US). If the toggle is off, the summary defaults to English. ## Agentforce Use natural language to request and save summaries for chat, messaging and voice transcripts from the Einstein panel. When service reps ask Einstein to summarize a Voice, Messaging, or Chat transcript, the Summarize Record agent action uses a Work Summaries prompt template to generate a summary, issue, and resolution. If the request starts from a voice, messaging or chat record page, Agentforce recognizes natural language requests such as “What is the summary of this conversation?”, “What are the key takeaways from this conversation?”, or “Give me a quick snapshot of this session.” If the request starts from another page in the console, service reps must include the record ID in the request, such as “Give me a brief synopsis of MS-00000071”, “Condense the main points from the conversation VC-0000508” or “Summarize the chat id 00000071.” Customize how Einstein drafts Work Summaries in Agentforce. Add your own formatting rules or restrictions to the Summarize Messaging Session or Summarize Voice Call Record Summary prompt template. To create or customize the prompt template, follow the instructions in [Ingredients of a Prompt Template](https://help.salesforce.com/s/articleView?id=ai.prompt_builder_template_ingredients.htm&type=5&language=en_US). ## Messaging and Chat, and Voice You can generate, edit, and save summaries for chat, messaging and voice channels from the Wrap Up component in the Lightning Service Console. Service reps can get predictions both during and after the conversation. Work summaries for Enhanced Messaging and Voice Calls are automatically generated as soon as the conversation or call ends. For authenticated messaging sessions, a work summary is automatically generated only when the service rep ends the session. By default, the summary appears on the console, where service reps review and save it. If your admin turned on automatic saving, summaries are saved without service rep review. If automatic summary generation is turned off, then a service rep can click **Get Einstein Recommendations**. Einstein will then generate a summary, issue, and resolution from the conversation. ![Messaging window with the Wrap Up component filled and highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_wrap_up_messaging.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To get work summaries on Chat conversations, service reps must add an associated case before the chat ends. For Voice calls, Einstein automatically generates a summary at the end of the call. ![Voice record with the Wrap Up component filled and highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_voice_console.png) Einstein generates predictions only with conversation context, then from the Wrap Up component, service reps can then review, edit, and save these summaries. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important If your admin has turned off automatic saving of summaries, then after the conversation ends and Einstein drafts summaries, click **Save** on the Wrap Up component before making any updates to the case. ## Email Access summaries of emails and email threads from the Einstein Email Summaries component on a case record page. To get summaries for an email thread, click **Get Summaries** on the related case. This component will be visible only for cases that have an associated email. You can access both summaries of individual emails and a combined summary of the entire conversation. The combined summary shows the email senders and recipients, the number of emails summarized, and the date range from the first to the last email summarized. To see the email detail page, click the date of an individual email summary. You can also submit feedback to improve these summaries. ![Screenshot of the combined summary of a sample email thread.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_email.png) ## Case (Beta) Service reps can draft Case Summaries from either the Case Feed or the Case Comments. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_important.png) Important Work Summaries for Case (beta) is retired and no longer available. To generate case summaries, use Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which help your service reps work more efficiently. To set up Enhanced Summaries, see [Show Role-Based AI-Generated Summaries with Enhanced Summaries](https://help.salesforce.com/s/articleView?id=service.generative_ai_enhanced_summaries.htm&release=264.0.0&type=5 "Boost service team efficiency and save time with AI-generated case summaries tailored for each role and context. Enhanced Summaries show service reps and supervisors only the essential information, so they spend less time interpreting data. Users can generate a summary, issue, and resolution directly from the Case page with a single click. They can then review, edit, and save these summaries. Admins can also configure to let users post these summaries to the case feed and comments."). From the Case Feed, under Post, select **Draft a Case Summary with Einstein**. Einstein’s summary includes a Summary, Issue and Resolutions and appears in the Body text area. ![A summary as a post in the case feed.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_console_feed.png) Service reps can review, edit, and share the summary to the case feed. ![The case summary saved to the case feed as a post.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summaries_console_feed_saved.png) From the Case Comments, select **Draft a Case Summary with Einstein**. Einstein’s summary appears in the Body text area. ![The case summary draft in the case comments.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/case_summary_comment_console_filled.png) Service reps can review, edit, and save the summary to the case comments. Case comments also appear in the Feed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To include a resolution, the case must be Closed. Case Summaries are drafted in the language detected from the case subject and description. If the detected language isn’t supported, Einstein defaults to English. ## Mid Conversation When a service rep or supervisor joins or starts monitoring an active voice call or messaging session, the Conversation Catch-Up window appears at the top of the conversation. In this window, they can: - View a one-line summary of the issue and a longer, more detailed description. - Dismiss the summary when they no longer need it. After it’s dismissed, a summary isn’t stored anywhere and can’t be retrieved. Refreshing the browser page reveals a new summary. - Rate the summary’s accuracy and usefulness by giving it a thumbs-up or thumbs-down. Ratings help improve Einstein’s summary capabilities. To see summaries from the supervisor view, expand the Conversation Catch-Up window. ![Monitoring view showing Einstein summary and rating option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_supervisor_view.png) To see summaries from the service rep view, expand the Conversation Catch-Up window in the messaging window. ![Service rep view showing Einstein summary and rating option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_agent_view.png) A conversation must have at least 10 text-based entries before a summary can be generated. These entries don’t include menus from bots, menu selections from the customer, auto-responses, or other rich content that might be sent as part of the conversation. Conversation Catch-Up is available in six languages: English, Spanish, French, German, Italian, and Japanese. If a logged-in user’s default language in Salesforce is one of these languages, they see summaries in their language regardless of the language being used in the conversation. If their language isn’t supported, they don’t see summaries. #### See Also - [Customize Lightning Apps with the Lightning Apps Builder](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US) - [Standard Copilot Action Reference](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref.htm&type=5&language=en_US) <!-- document id=58fdc3ad3eb970a53c77b65b90e8f5bbc0bb6b9c726c75ce4e505cd87ffe54d9 url=/admin/current/en-us/service/264-0-0/ideas_communities.md --> # Use Zones to Organize Idea Communities Zones organize ideas and questions into logical groups, with each zone having its own focus and unique ideas and questions. Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d8351e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8351e59 ">To create or edit a zone:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8351e59 ">Customize Application</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with the Summer ’13 release, Chatter Answers and Ideas “communities” have been renamed to “zones.” Professional Edition organizations can have only one internal zone. All other editions can have up to 50 zones shared between Ideas, Answers, and Chatter Answers. If you need more than 50 zones, contact Salesforce. You can display a zone to the following types of users: - Salesforce Experience Builder site users. - Public users (requires setting up a Salesforce Site). - Internal Salesforce users. Salesforce users can access all zones regardless of whether the Idea community is internal-only or displayed in a portal. - Customer Portal or partner portal users. - Salesforce console users. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can’t use Salesforce sharing rules to restrict access to zones. When you create a zone, you can restrict access by selecting the portal where the zone appears. Only the users that are assigned to that portal (and internal Salesforce users) are able to access the zone, unless you expose it publicly using Salesforce Sites. Users see zones, search results, and content that are associated with the context that is defined by their user profile: - Idea community users see the zones that are associated with the Idea community that they’re signed in to. - Internal users with permission to see Ideas can see all internal-only zones in the organization. If internal users sign in to an Idea community, they see only those zones that are associated with that community. - Internal users with permission to see Chatter Answers can see all internal-only zones for the organization in the Q&A tab. If internal users sign in to an Idea community, they see only those zones associated with that community. - Portal users can see the zones associated with their portal. - Portal users with access to both a portal and an Idea community can see the zones associated with the portal or community that they’re currently signed in to. - Users who are accessing the portal or Idea community through an API can access all zones that they have access to in all contexts. - Global searches in the internal application that are performed by internal users return results from all ideas that are available within the organization. Searches performed by all other users in Salesforce Experience Cloud sites return results from the ideas that are available within the site. #### See Also - [Create and Edit Zones](https://help.salesforce.com/s/articleView?id=service.ideas_new_comm.htm&release=264.0.0&type=5 "Zones are shared by the Ideas, Answers, and Chatter Answers applications, allowing you to view and create zones from those locations. Answers can have only one zone displayed at a time. Supported editions allow up to 50 zones per organization.") <!-- document id=834ff9c151378bb761683d439b98494ac41c2d860c7b3565f14ec48724bdd504 url=/admin/current/en-us/service/264-0-0/safety_cloud_user_auth.md --> # User Authorization Users assigned to the `Safety Cloud Admin` PermisssionSetGroup can manage Safety Cloud configurations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> For information on how to assign permission set groups, see [Assign Permission Set Groups to Users](https://help.salesforce.com/s/articleView?id=platform.perm_set_groups_assign.htm&type=5&language=en_US). <!-- document id=1b0629f725dc85fe189b0ee73b6008208f54b7b72226b9ab614fbb90d0c8bd1a url=/admin/current/en-us/service/264-0-0/user_verification_terms.md --> # User Verification Terms To set up User Verification, you must be familiar with tokens, keys, and keysets. These terms describe the fundamental concepts associated with this feature. If you want more context, this article breaks down the terms to understand. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="user_verification_terms__d240e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="user_verification_terms__d240e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ## JSON (JavaScript Object Notation) **What is it?** JSON is an open standard data format that uses a simple, human-readable syntax to store and transfer data. Even though it has “JavaScript” in the name, the format is language independent. The basic concept is an element that consists of a key, followed by a colon (:), followed by a value. You can create elements for strings, numbers, and boolean values. You can also create a comma-separated list of elements, or you can nest elements within elements by creating objects. To learn more, see [RFC 8259](https://www.rfc-editor.org/rfc/rfc8259). **How do we use it for Enhanced Chat?** Our tokens and keys are stored using JSON. **Show me an example!** Here’s an example of some JSON. ```json { "name": "Carrie", "age": 135, "isHappy": true, "favorite_colors": ["blue", "green", "yellow"], "catch_phrase": "I can’t believe I’m 135 years old!" } ``` ## JSON Web Token (JWT, pronounced “jot”) **What is it?** A JWT is a compact, self-contained way to pass information between two parties. The data in a JWT is stored as a JSON object. It’s often digitally signed so that the recipient can verify the integrity of the data. A JWT is also typically encoded to ensure that it’s URL-safe when being passed. A JWT consists of three parts: a header, a payload, and a signature. The header contains information about how the token is signed. The payload contains information about the user and other data. The signature contains the signed result of the header, the payload, and the secret. The signature doesn’t encrypt the data, the signature ensures that the data hasn’t been tampered with. To learn more, see [RFC 7519](https://www.rfc-editor.org/rfc/rfc7519). **How do we use it for Enhanced Chat?** A JWT ensures that we display the right conversation history for the right user. After verifying that the token is valid, we use the subject of the token, the “sub” property, to identify the user and display their conversation history. The “sub” value in the JWT is stored as part of the Messaging Platform Key field of the [Messaging End User](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm) record. For instance, if the “sub” value is `user-123`, the Messaging Platform Key might be `v2/iamessage/AUTH/{auth_id_info}/uid:user-123`. **Show me an example!** This JSON is a sample header. ```json { "kid": "123456", "typ": "JWT", "alg": "RS256" } ``` This JSON is a sample payload. ```json { "sub": "user-123", "iss": "example.com", "exp": 1674164345, "iat": 1674158345 } ``` When a JWT is signed and encoded, it has this format. ``` hhhhhhh.ppppppp.sssssss ``` Where `hhhhhhh` represents the header, `ppppppp` represents the payload, and `sssssss` represents the signature. This data is a sample encoded JWT. ``` eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9. eyJzdWIiOiIxMjM0NTY3ODkwIiwibmFtZSI6IkpvaG4gRG9lIiwiaWF0IjoxNTE2MjM5MDIyfQ. SflKxwRJSMeKKF2QT4fwpMeJf36POk6yJV_adQssw5c ``` You can use a site like [JWT.io](https://jwt.io/) to decode an encoded JWT. ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_warning.png) Warning Don’t share production JWTs with other organizations and don’t paste production JWTs into sites or tools. ## JSON Web Key (JWK) and JSON Web Key Set (JWKS) **What is it?** A JWK represents a public cryptographic key that can be used to verify the validity of a token (for user verification, this token is a JSON Web Token). A set of JWK keys is known as a JSON Web Key Set (JWKS). To learn more, see [RFC 7517](https://www.rfc-editor.org/rfc/rfc7517). **How do we use it for Enhanced Chat?** We use a set of JSON Web Keys to verify the validity of the JSON Web Token (JWT). That way, we can ensure that an untampered token came from the correct source. We require a 2048-bit minimum RSA key length. **Show me an example!** ``` { "kid":"123456", "alg":"RS256", "use":"sig", "kty":"RSA", "x5c":["<Your public certificate>"], "y":"y", "n":"<Base64-encoded modulus>", "e":"<Base64-encoded public exponent>", "crv":"crv", "d":"d", "k":"k" } ``` #### See Also - [Understanding Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.user_verification_overview.htm&release=264.0.0&type=5 "When setting up your Enhanced Chat implementation, it’s often valuable for your service reps to know that they’re speaking to a customer, or prospective customer, who has been verified by your authentication system. Token-based user verification lets you continue a conversation with a verified user, even when they’re on a different device, or when they reach out at a later time. The User Verification method uses a token system to ensure that the rep is speaking to someone who has been verified.") - [Set Up Token-Based User Verification](https://help.salesforce.com/s/articleView?id=service.miaw_token_based_user_verification_setup.htm&release=264.0.0&type=5 "Let customers have secure conversations with token-based user verification. Add keys or an Endpoint URL to create a keyset, and then turn on user verification in Setup.") <!-- document id=c6c40919ec94692c4311549b8218700c219fb6986c87085aeaab38974f7edb0e url=/admin/current/en-us/service/264-0-0/csi_usercustomobject_fields.md --> # UserCustomObject Fields Learn more about the fields in the UserCustomObject so you can correctly map them to fields in your custom object. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Custom Channels available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Customer Signals Intelligence add-on</td></tr></tbody></table> | USERCUSTOMOBJECT FIELD NAME | API Name | DATA TYPE | FIELD DESCRIPTION | | --- | --- | --- | --- | | SfdcOrganizationId | SfdcOrganizationId\_\_c | Text | The identifier of your Salesforce org. Because this value won’t change for your org, you can hardcode it in the DLO. | | SessionId | UserSessionId\_\_c | Text | The custom object field that uniquely identifies the customer interaction. If the custom object is survey, the survey response ID is mapped with this field. | | ThreadId | UserThreadId\_\_c | Text | Uniquely identifies each engagement or exchange with the customer within a session. If the custom object is survey, the survey question response ID is mapped with this field. | | CustomerId | CustomerId\_\_c | Text | Identifies the customer. | | CustomerName | CustomerName\_\_c | Text | Identifies the name of the customer. | | CustomerEmail | CustomerEmail\_\_c | Text | Identifies the email ID of the customer. | | CustomerMobileNumber | CustomerMobileNumber\_\_c | Text | Identifies the mobile number of the customer. | | FeedbackText | FeedbackText\_\_c | Text | The custom object field for which insights should be gathered based on a text response from the customer. | | FeedbackCategory | FeedbackCategory\_\_c | Text | Identifies the category of the feedback provided by the customer. | | FeedbackRating | FeedbackRating\_\_c | Number | Identifies the score provided by the customer. | | FeedbackDate | FeedbackDate\_\_c | Datetime | Identifies the date when the customer provided the feedback. | <!-- document id=e9762bdea9d6e330b1323dd9b5a0a89d56558e8a67b9ec95f3a3e28b8d9ac5f4 url=/admin/current/en-us/service/264-0-0/pfs_copilot_dispatcher.md --> # Using Agentforce as a Dispatcher Use Agentforce to boost your productivity, helping you to get more done in less time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions, with an <strong>Agentforce for Field Service</strong> license. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46734e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46734e80 ">To use Field Service Dispatcher actions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46734e80 ">Access Agent Topics and Actions for Field Service</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46734e80 ">To use Agentforce:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46734e80 ">Use Agentforce Default Agent </td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Get a Daily Scheduling Summary with Agentforce](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_get_daily_summary.htm&release=264.0.0&type=5)** Agentforce enables you to get an immediate overview of all of the critical service appointments that require your attention today. The summary includes unscheduled appointments due today, emergencies, and in-jeopardy appointments. When Enhanced Scheduling and Optimization is enabled, the overview also includes appointments with rule violations and overlapping appointments. - **[Find and Filter Service Appointments with Agentforce](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_create_filter.htm&release=264.0.0&type=5)** As a dispatcher, use Agentforce to search for any service appointment by using natural language rather than searching from the appointment list. You can also ask Agentforce to create filters in the appointment list based on your search criteria. Access these filters from the My Agentforce Searches section of the filter list. - **[Fill Gaps in a Service Resource's Schedule with Agentforce](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_filling_gaps.htm&release=264.0.0&type=5)** Quickly and easily fill gaps in your resource’s schedules caused by schedule changes such as cancellations, no-shows or early task completion. With Agentforce, the AI agent recommends appointments to fill these gaps according to your business rules and objectives, and schedules the appointment you choose. Freeing up time for you to work on more complex tasks while ensuring your resources' schedules remain full. - **[Rebook Appointments with Agentforce](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_rebook.htm&release=264.0.0&type=5)** Rebook appointments from the Gantt or by conversing with Agentforce in natural language. Agentforce then ‌contacts the customer to coordinate the appointment at a time that suits them. - **[Recommended Agentforce Utterances for Dispatchers](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher_interact.htm&release=264.0.0&type=5)** You can interact with Agentforce by using natural language phrases. Use it to generate a summary of your schedule, or to search for service appointments and create a filter based on your search criteria. <!-- document id=7a5c2bc4b5d12db4a77e266871d4364adeae87accebfd29b02d84dc5bfb1cea3 url=/admin/current/en-us/service/264-0-0/messaging_considerations_bots.md --> # Using Enhanced Bots in Messaging Channels To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_considerations_bots__d1210e784"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_considerations_bots__d1210e784" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> </tbody> </table> With enhanced bots, you can apply the flexibility of Omni-Channel Flow and powerful business rules to route conversations to and from a bot. Plus, add rich content such as files and hyperlinks to your bot conversations. Keep these considerations in mind when working with enhanced bots. - Enhanced bots can't be used in standard Messaging channels. - You must use Omni-Channel Flows to route messaging sessions to bots. - Bots can send files, but the same file sharing limits apply for both bots and service reps. - In enhanced Messaging channels and Enhanced Chat, enhanced bots can send messaging components of these types: enhanced link, time selector, and questions with options. - If your bot includes a question with static options and will be used in enhanced WhatsApp or Apple Messages for Business channels, use the Menu rather than the Buttons format when configuring it in the Bot Builder. If Buttons is selected, the end user doesn't see the question until they select an option. - If your bot includes choice buttons with dynamic labels and two buttons labels are identical, the message isn't sent and service reps see an error. - Messages sent by a bot to WhatsApp in quick succession may not be delivered in order depending on how the Meta API processes the messages. - We recommend configuring your bot’s welcome dialog to be transparent with your customers. - Tell customers that they’re messaging with a bot. - Tell customers that conversation transcripts, even in conversations that include only a customer and a bot, are saved in Salesforce. To make sure that you address any compliance considerations, check with your legal counsel. #### See Also - [Set Up Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&type=5&language=en_US) - [Considerations for Enhanced Bots](https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced_considerations.htm&type=5&language=en_US) <!-- document id=a8c689db5e6315698947ee5846d5b661b86f1cd5168fddf4cdf8aee2dc5ff265 url=/admin/current/en-us/service/264-0-0/omnichannel_multiple_screen_pop_actions.md --> # Using Multiple Add Screen Pop Actions in an Omni-Channel Flow You can chain multiple Add Screen Pop actions together in the same flow. For example, add one action to open records regardless of which queue or support rep the work is routed to. Then, add another action to open additional records based on who the work is routed to. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To send screen pop instructions from all Add Screen Pop actions to the Route Work action, pass the instructions from each Add Screen Pop action to the next one in the flow. Then, pass the last Add Screen Pop action’s instructions to the Route Work action. To understand how this process works, let’s look at an example. This sample flow accepts the customer order number as input from the IVR. The first Add Screen Pop action opens the contact and account records for the caller. If the caller provides an order number, the second Add Screen Pop action opens a third record, the order record associated with the order number. ![This flow has two back-to-back Add Screen Pop actions and a Route Work action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_multiple_screen_pops.png) The screen pop instructions from first Add Screen Pop action (1) is passed to the second Add Screen Pop action (2). The second action passes the aggregated instructions from both Add Screen Pop actions to the Route Work action. To pass the instructions from the first Add Screen Pop action to the next, in the Set Collection Variable field of the second Add Screen Pop action, select the output from the first Add Screen Pop action. In general, use this variable to append the output from the previous screen pop action and pass the results to the Route Work action. ![The output of the first Add Screen Pop action is being passed as input to the second Add Screen Pop action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_pass_screen_pop_instructions.png) Next, pass these screen pop instructions from the second Add Screen Pop action to the Route Work action. Only the screen pop instructions passed to the Route Work action open records when the work is routed to the rep. ![The second Add Screen Pop action's output is passed as input to the Route Work action.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_pass_screen_pop_instructions_route_action.png) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All Add Screen Pop actions combined can open a total of three records. If they’re set up to open more than three, the flow stores the screen pop instructions for the first three records and ignores the rest. Also, you can enable the Focus toggle for only one record in an Add Screen Pop action. If the Focus toggle is enabled for multiple Add Screen Pop actions, the last-defined Focus setting takes precedence. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you add multiple Add Screen Pop actions in a flow, define a collection variable to store all screen pop instructions. <!-- document id=ffbed44fdb96a72c6356d74489af4af727d9838e68218b8da2d25a12e396f95e url=/admin/current/en-us/service/264-0-0/fs_capacity_planning_insights.md --> # Using the Capacity Planning Dashboard Track key metrics and optimize resource allocation with the Capacity Planning dashboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:100%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: </p> <p style="margin-bottom:0;">This feature is available in Lightning experience in Einstein 1. Einstein 1 access includes the necessary permissions to customize dashboards. This feature is also available in Lightning Experience in the Unlimited edition. </p> </td> </tr> </tbody> </table> ## Working with Capacity Planning Insights Use the capacity planning dashboard to proactively monitor and analyze capacity to enable informed decision-making regarding resource allocation, staffing levels, and service delivery. Ensure that your organization is adequately prepared to meet fluctuating customer demands while optimizing resource utilization and minimizing waste. ## Service Capacity vs. Demand Trends Meet customer needs without overbooking or underutilizing your staff. Compare your service capacity with the duration of service appointments scheduled over a given time period. Get the perfect level of detail by using the daily, weekly, or monthly time intervals. By using the Service Capacity vs. Demand Trends Chart to visualize the upcoming demand and compare it to your team's capacity, you can make informed decisions to optimize your staffing levels, prevent overbooking or underutilization of your technicians, and ensure timely and efficient service delivery to your customers. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You're managing a field service team responsible for appliance repairs. You notice that in the upcoming week, the demand for repairs (represented by the number of service appointments) is significantly higher than your team's available service capacity. Insight: indicates a potential issue where you might not have enough technicians to meet customer needs, leading to delayed appointments or customer dissatisfaction. Actionable Steps: Using the chart's insights, you can proactively take steps to address this issue. You could: - Reallocate Resources: If you have technicians available in other service territories with lower demand, you could temporarily assign them to the high-demand area to balance the workload. - Hire Additional Staff: If the high demand is expected to continue, you might consider hiring additional technicians to ensure you can meet customer needs. - Optimize Schedules: Analyze the scheduled appointments and see if any can be rescheduled to spread the demand more evenly throughout the week and align it better with your available capacity. - Outsource: As a last resort, you could consider outsourcing some of the work to third-party contractors to handle the overflow and prevent service delays. ## Capacity Gap Trends Pinpoint times when your service capacity is not meeting customer demand to optimize your workforce and resource utilization. View the difference over time between the number of appointments and your service capacity. See potential over or under-capacity situations and the capacity gap (Capacity - Demand). Available capacity is represented by positive values, whereas a capacity shortage is shown by negative values. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You’re looking at the Capacity Gap Trends Chart for your service team over the next month. You notice that in the week of March 15-21, the chart dips significantly below the 0 line. Insight: Indicates that during that week, the demand for service appointments is higher than your team's available capacity. Actionable Steps: - Reallocate Resources: See if you have team members in other areas with lower demand during that week and temporarily shift them to the area where the capacity gap exists. - Schedule Overtime: Ask your team if anyone is available to work extra hours during the week of March 15-21 to meet the increased demand. - Hire Temporary Workers: If the gap is significant, consider bringing on temporary staff to cover the increased workload for that specific week. By identifying this capacity gap in advance, you can take steps to ensure that you have enough resources to meet customer demand and prevent service delays or customer dissatisfaction. ## Demand by Skills Optimize workforce allocation so that you can optimize workforce allocation, identify skill gaps, and prepare for future staffing needs through training or recruitment. See a breakdown of service appointment demand by skill. Each slice tells you what percentage of the total demand is for that skill. Analyze the chart to gain insights into the most sought-after skills and the overall distribution of skill requirements for service-related tasks. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example As a field service manager, you’re reviewing the Demand by Skills chart for your team over the next quarter. You notice that a significant portion of the chart, around 40%, is dedicated to "Electrical Repair" skills. Insight: Indicates that there's a high demand for service appointments requiring this specific skill set. Highlights that a considerable portion of your service demand necessitates technicians with electrical repair expertise. Actionable Steps: - Evaluate Staffing: Assess whether you have enough technicians with electrical repair skills to meet this demand. If not, consider hiring or training additional staff in this area. - Prioritize Training: If there's a shortage of technicians with electrical repair skills, prioritize training programs to upskill existing staff in this area. - Resource Allocation: Ensure that technicians with electrical repair skills are allocated to service appointments that require those skills to optimize resource utilization and customer satisfaction. - Forecast Future Demand: Analyze historical data and market trends to forecast future demand for electrical repair skills and adjust your staffing and training plans accordingly. By using the Demand by Skills chart to understand the skill requirements of your service appointments, you can proactively manage your workforce, ensure you have the right skills available to meet customer needs, and optimize your service delivery. ## Demand Trend by Work Type Chart Reveal trends and patterns in work demand to ensure you have service resources with the right skills at the right time. See how demand for different work types (measured in hours) changes over time. Each bar on the chart represents a specific time period (e.g. day, week, or month). The different colors within each bar show the breakdown of demand for each work type during that time period. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example You're examining the Demand Trend by Work Type Chart for your service team over the past quarter. You notice that the demand for "Installation" work (represented by the blue segment) has been steadily increasing over the past few weeks, while the demand for "Repair" work (represented by the green segment) has remained relatively flat. Insight: Indicates that there’s a growing demand for installation services, which might require different skills or resources compared to repair work. Actionable Steps: - Skills Assessment: Evaluate if your team has the necessary skills to handle the increasing installation work. If not, consider providing additional training or hiring employees with relevant expertise. - Resource Allocation: Ensure that you have enough resources, such as equipment and vehicles, to support the growing installation demand. - Staffing Levels: If the installation demand continues to rise, you might need to increase your staffing levels to meet customer needs and avoid delays. - Marketing and Sales: Align your marketing and sales strategies with the growing demand for installation services to attract more customers and optimize revenue. ## Service Territory Summary Table This table provides a detailed breakdown of capacity-related metrics for each service territory. - Name: The name of the service territory. - Assigned Appointments: The number of service appointments currently assigned within that territory. \] - Total Capacity: The total available capacity (in hours) of resources within that territory for the selected date range. - Available Capacity: The remaining unassigned capacity (in hours) within that territory. - Utilization: The percentage of capacity currently utilized within that territory. - Resourced Appointments: The number of appointments in that territory with assigned resources. - Unresourced Appointments: The number of appointments in that territory without assigned resources. ## Number of Resources by Skill Chart Quickly assess the availability of resources for different skills to aid in resource allocation and planning. Get a visual representation of the distribution of service resources based on their specific skill sets. Each horizontal bar represents a distinct skill. The length of the bar corresponds to the number of service resources possessing that particular skill. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example As a field service manager, you're reviewing the Number of Resources by Skill chart for your team. You notice that the horizontal bar representing "Plumbing" skills is relatively short compared to other skills, indicating that you have fewer service resources with plumbing expertise. Insight: Highlights that you have a limited number of technicians with plumbing skills. Actionable Steps: - Evaluate Staffing: Assess whether the current number of plumbers is sufficient to meet the demand for plumbing-related service appointments. If not, consider hiring or training additional staff in this area. - Prioritize Training: If there's a shortage of plumbers, prioritize training programs to upskill existing staff in plumbing skills. - Resource Allocation: Ensure that technicians with plumbing skills are primarily assigned to service appointments that require those skills to optimize resource utilization and customer satisfaction. - Forecast Future Demand: Analyze historical data and market trends to forecast future demand for plumbing skills and adjust your staffing and training plans accordingly. ## Capacity by Skill Chart Understand your potential capacity for different types of work. View the total available capacity in hours for each service skill. The different service skills are listed, and the total available capacity for each skill is represented by the length of the corresponding bar. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example As a field service manager, you're analyzing the Capacity by Skill chart to understand the total available capacity for each skill in your team. You observe that the bar representing "Electrical Repair" skills is significantly longer than the bar for "Plumbing" skills. Insight: Indicates that you have a higher capacity for electrical repair work compared to plumbing work, likely due to having more technicians with electrical repair skills or those technicians having greater availability. Actionable Steps: - Optimize Job Assignments: Prioritize assigning electrical repair jobs to technicians with those skills to leverage the higher capacity in that area. For plumbing jobs, ensure efficient scheduling and resource allocation to manage the limited capacity. - Training and Upskilling: Consider cross-training some technicians with electrical repair skills in plumbing to balance the capacity for both skills. - Hiring Decisions: If the demand for plumbing work consistently exceeds capacity, consider hiring additional technicians with plumbing skills to meet customer needs and avoid delays. - Performance Tracking: Monitor the utilization rates for technicians with different skills. If some skills are consistently underutilized, consider reassigning or upskilling those technicians to areas with higher demand. <!-- document id=91e0c9db6ec43e2987826497073e6d51432003a553e1ff1de61feb1c5254df0a url=/admin/current/en-us/service/264-0-0/fs_es_insights_consider.md --> # Using the Enhanced Scheduling and Optimization Dashboard The Enhanced Scheduling and Optimization (ESO) dashboard provides a comprehensive view of automated scheduling performance, focusing on two key areas: optimization and scheduling. Both dashboards offer intelligent recommendations that help you improve scheduling and overall field service capacity. To access Enhanced Scheduling and Optimization Insights, go to the **ESO** tab in FS Operations Home. ## Smart Recommendations The Scheduling dashboard offers three insights to help you fix a messy schedule. Look for these cards: - **Broaden Skill Coverage**: Address "No Resource Found" errors by updating technician skills or mappings. Identify training needs based on job backlogs. - **Reduce Failed Appointments**: Use "Cannot Complete" statuses to suggest "Work Plans" that can improve first-time fix rates. Review work plans or parts lists. - **Reduce Appointment Handoffs**: Stabilize the schedule and prevent the need to move jobs too often (for example, a customer seeing multiple workers for one job) by adjusting work rules. ## The "Big Three" Dashboard Filters Check these filters first to make sure that you're looking at the right data: - **Date Range**: Set to Today for live monitoring; Last 7 Days for trends. - **Service Territory**: Filter to your region to ignore noise from other branches. - **Optimization Type**: Use In-Day to see how today's schedule is shifting. ## Key Metrics: What to Watch | Metric | Target | If it's RED or LOW... | | --- | --- | --- | | **Automation Rate** | \> 80% | Too many jobs are being scheduled by hand. Check if tech skills are missing or if the rules are too strict. | | **Success Rate** | \> 98% | You probably have errors. Check with your for "Optimization Request" failures. | | **Manual Rate** | < 20% | Find ways to reduce downtime. | | **Tech Hours Saved** | Increasing | The engine is finding more time for techs to do actual work. | ## Pro-Tips for Daily Success - Trust the green line: In the Scheduled Appointments chart, always aim to keep the After Optimization (Green) line above the Before (Purple) line. - Watch the miles: If Total Miles Saved is dropping, check if your scheduling policy is accidentally prioritizing "Speed" over "Minimized Travel." - Stop the churn: High manual reassignments usually mean that the dispatcher is stressed. Use automated reassignments to handle the shuffle whenever possible. ## Optimization Dashboard The Optimization dashboard tracks the efficiency and tangible ROI of the automated optimization engine. **Optimization Performance & Success** | Metric | Description | Best Use | | --- | --- | --- | | **Success Rate (%)** | The percentage of optimization runs completed without system errors or timeouts. | **Health Monitoring:** Identify if specific territories or high-density schedules are causing the engine to fail. | | **Optimization Runs** | The total number of times the optimization engine was triggered (Global, In-Day, or Resource-level). | **Volume Analysis:** Ensure the engine is running frequently enough to react to real-time schedule changes. | | **Scheduled Service Appointments** | A line chart comparing before vs. after optimization volumes. | **Gap Analysis:** Visually confirm how many more appointments were squeezed into the schedule due to better routing. | **Efficiency & Impact Metrics** | Metric | Description | Best Use | | --- | --- | --- | | **Additional Appointments** | The percentage increase in scheduled jobs compared to the previous period. | **Growth Tracking:** Prove that ESO is increasing business capacity without hiring more staff. | | **Total Tech Hours Saved** | Work hours reclaimed by reducing gaps and unnecessary downtime in schedules. | **Resource Planning:** Use saved hours to justify training time or to open more booking slots. | | **Total Miles Saved** | Reduction in total travel distance across the fleet. | **Sustainability Reporting:** Quantify the reduction in wear and tear on company vehicles. | | **Carbon Emissions Saved** | The carbon reduction calculated based on miles saved. | **ESG Goals:** Report directly to corporate sustainability initiatives. | | **Estimated Cost Savings** | Financial value derived from reduced mileage and improved schedule density. | **Executive Reporting:** The primary "Bottom Line" metric to justify the cost of the software. | ## Scheduling Dashboard The Scheduling dashboard focuses on the "Human vs. Machine" balance and identifies operational bottlenecks. **Scheduling Effort** | Metric | Description | Best Use | | --- | --- | --- | | **Service Appointments** | Total volume of appointments processed in the selected period. | **Baseline Volume:** Set the scale for all other percentage-based metrics. | | **Automated Jobs** | Appointments that were scheduled with the automated engine or Book Appointment logic. | **Efficiency Goal:** The higher this number, the lower the administrative burden on dispatchers. | | **Automation Rate (%)** | The ratio of automated vs. total jobs (aim for >80%). | **Process Maturity:** If this number is low, your scheduling policies may be too restrictive. | | **Manual Jobs** | Appointments that required a dispatcher to manually assign. | **Troubleshooting:** High manual volume indicates edge cases that the AI doesn't know how to handle. | | **Manual Rate (%)** | Percentage of the schedule still requiring human intervention. | **Training and Optimization:** Identify territories where dispatchers are still adjusting the schedule manually. | **Resource Assignments** | Metric | Description | Best Use | | --- | --- | --- | | **Resource Assigned Time** | Total productive time assigned to technicians. | **Utilization Check:** Ensure that technicians are fully booked and not sitting idle. | | **Resource Reassignments** | The number of times an appointment changed resources. | **Stability Monitoring:** High reassignments can lead to churn and technician frustration. | | **Automated Reassignments** | Reassignments done by the engine to improve the global schedule. | **Trust Building:** Shows that the engine is working in the background to fix conflicts. | | **Manual Reassignments** | A dispatcher reassigned the appointments. | **Service-Level Agreement Risk:** Identify if dispatchers are overriding the engine too often, potentially breaking travel logic. | <!-- document id=b0de1ae2b941e43f353efecb124f5d01dfbdef8f7d9cdfc0c9bf62b9adbafd2c url=/admin/current/en-us/service/264-0-0/mfs_use_app.md --> # Using the Field Service Mobile App Learn how to install and log into the app, adjust in-app settings, and complete common tasks from the app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> - **[Get the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_get_app.htm&release=264.0.0&type=5)** The Field Service mobile app is available to users with the Field Service Mobile license and a supported Android or iOS device. Learn how to install the app and log in. - **[In-App Profile Settings in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_in_app_settings.htm&release=264.0.0&type=5)** Click the gear icon in the top right-hand corner of the Profile tab to view pending uploads, manage linked accounts, and provide feedback to Salesforce about the app. - **[Search for Records](https://help.salesforce.com/s/articleView?id=service.mfs_search_user.htm&release=264.0.0&type=5)** Use the Search tab to search for records. - **[Custom List Views Management](https://help.salesforce.com/s/articleView?id=service.mfs_custom_list_views.htm&release=264.0.0&type=5)** List views are a great way to view, sort, and prioritize the information that is most important to your mobile workers. - **[Add the Field Service Mobile Widget](https://help.salesforce.com/s/articleView?id=service.mfs_widget.htm&release=264.0.0&type=5)** You can add the Field Service mobile widget along with the Field Service mobile app on iOS devices. - **[Use Time Sheets in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_time_sheets.htm&release=264.0.0&type=5)** View time sheets, log working hours, and submit time sheets for approval on the go. - **[Automatic Status Change](https://help.salesforce.com/s/articleView?id=service.mfs_automatic_status_change_user.htm&release=264.0.0&type=5)** Receive in-app updates that notify you of automatic status changes. - **[Measure Lengths with Augmented Reality on the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_measure.htm&release=264.0.0&type=5)** Mobile workers can use augmented reality to measure between two or more points directly from the Field Service mobile app. - **[Chatter in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_chatter.htm&release=264.0.0&type=5)** Collaborate on field service jobs using Chatter. Feed tracking must be enabled to display the Feed tab. - **[Create Service Reports in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_service_report.htm&release=264.0.0&type=5)** Service reports summarize the work that was performed by a customer, and can be signed by the mobile worker, customer, and others involved in the work. Learn how to configure the Field Service mobile app to support service report generation and review important considerations about offline service reports and service report previews. - **[View Knowledge Articles in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_knowledge.htm&release=264.0.0&type=5)** Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team. - **[Create Resource Absences in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_absence.htm&release=264.0.0&type=5)** Resource absences indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Profile tab in the app. Or view work and absences together in the Schedule tab. - **[View and Complete Work Plans on the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_work_plans_complete_with_mobile.htm&release=264.0.0&type=5)** Front-line workers can use the Field Service mobile app to view and complete work plans. Using the Work Plans tab, they can complete assignments quickly and accurately. - **[Manage Bundled Service Appointments on the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_appointment_bundling_use.htm&release=264.0.0&type=5)** You can view and report your progress on one or more bundled service appointments. <!-- document id=d0188f509fd7d9cb1fe94db4045de57808c1a4a4642177c0100e41ed9e08f16c url=/admin/current/en-us/service/264-0-0/vaccine_out_mon_cap.md --> # Vaccination Outcomes Monitoring Capabilities Help capture data on people’s experiences, health results, and outcomes following their vaccinations. Support detection of larger health concerns in a community. ## VACCINE OUTCOME REPORTING Capture any adverse reactions among patients after they’ve received the vaccine. Provide patients details on when and how to report immunization reactions. Also, capture in-market outcomes and results for a newly available vaccine so that you can contribute to understanding its efficacy. Ideally, you would link any medical COVID-19 incident back to the administration of the vaccine and whether it occurred (pharmaceutical stakeholders). Technical Capability Consider electronic health record (EHR) immunization reaction and case capturing adverse events data. Consider integrations with external systems to record pharma-covigilance data. Use Experience Cloud and a knowledge base to publish content, including where to report adverse reactions. For proactive monitoring of immunization reactions, consider using the digital engagement platform for SMS messaging and Marketing Cloud Engagement journeys. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e74">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e77">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e74 "> <ul> <li>Health Cloud</li> <li>Experience Cloud</li> <li>Marketing Cloud Engagement</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e77 "> <ul> <li>EHR Data Model</li> <li>Social Studio or Email Studio</li> </ul> </td> </tr> </tbody> </table> ## CLINICAL CASE MANAGEMENT Ability to capture relevant clinical data such as COVID-19 lab results or medical conditions. Technical Capability Consider electronic health record (EHR) Data Model such as EHR observations. Consider clinical assessment response or surveys. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e165">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e168">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e165 "> <ul> <li>Health Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e168 "> <ul> <li>Surveys</li> <li>EHR Data Model</li> </ul> </td> </tr> </tbody> </table> ## PUBLISHED GUIDELINES Ability to view key information related to vaccination guidelines and adverse events. Technical Capability Consider Salesforce Knowledge. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e247">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e250">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e247 "> <ul> <li>Health Cloud</li> <li>Service Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e250 "> <ul> <li>Knowledge</li> </ul> </td> </tr> </tbody> </table> ## COMPLIANCE REPORTING Ability to meet regional or local regulatory standards for submitting vaccine compliance data as requested. Technical Capability Consider standard reports and dashboards, which may include an integration or data export from electronic health record (EHR) Data Model and other objects. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e329">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d8549e332">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e329 "> <ul> <li>Health Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d8549e332 "> <ul> <li>EHR Data Model</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") <!-- document id=5fa7362091d5022e347f1992481667cb31a23130f0d66721b52fae31859f7f62 url=/admin/current/en-us/service/264-0-0/vaccine_appt_sched_cap.md --> # Vaccine Appointment Scheduling Capabilities Enable clinicians and the public to schedule vaccinations, determine eligibility, and perform health assessments. ## VACCINE PROVIDER SEARCH Ability to search for available COVID-19 vaccination or testing sites by geo-location, ZIP code, city, or state. Ideally, search functionality includes facilities vaccine doses, and stock availability. Variations Departments of public health may make this available on their websites. Commercial organizations like a Pharmacy or Clinical Administrator may make locations searchable across their organization or locations. Technical Capability Use Health Cloud Provider Data Model to enable identification of sites and capabilities. You might require integration to source providers and facilities. Consider the need to integrate with third-party sources, such as national or state healthcare provider registration databases. Consider Intelligent Sales to predict stock shortfall. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e83">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e86">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e83 "> <ul> <li>Health Cloud</li> <li>MuleSoft</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e86 "> <ul> <li>Provider Data Model</li> <li>Intelligent Sales</li> </ul> </td> </tr> </tbody> </table> ## VACCINE SCREENING INTAKE & PRIORITIZATION Ability to accept individuals identified for vaccination, and automate prioritization and capture consent. Also, the ability to handle walk-ins not pre-identified or prioritized. Variations Similar to testing, departments of public health might offer a triage feature on their websites. Clinicians could use such a feature for individuals seeking vaccines or arriving for vaccination. Technical Capability Consider the Lead object for patient referral and initial triage. Use flows or lead conversion to create person accounts to represent patients. Consider the use of Clinical Assessment for triage assessment. Consider Salesforce Knowledge for guidelines or inline flow. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e189">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e192">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e189 "> <ul> <li>Health Cloud</li> <li>MuleSoft</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e192 "> <ul> <li>Flows</li> <li>Clinical Assessment</li> <li>Knowledge</li> </ul> </td> </tr> </tbody> </table> ## VACCINE CONSUMER SCHEDULING Ability to verify that an individual is approved for scheduling. Also, the ability for individuals to choose time slots based on available slots and provide confirmation of appointments and send reminders. Variations Department of health, clinicians, pharmacists, and anyone administering vaccines might require this capability. The business process and automation needs vary across these organizations. Technical Capability If expected appointment volumes are <1 million, consider using Lightning Scheduler. If high appointment volumes are expected, consider using alternative AppExchange products. Ensure careful assessment of business requirements and review product limitations related to Lightning Scheduler for fit. Individuals who sign up for an appointment should be able to do so using a variety of communications channels including web, app, email, text, or phone call. This is needed not just for appointment scheduling, but also for future notifications, such as vaccine recall, schedule reminders, and more. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:100%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e296">Products</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e296 "> <ul> <li>Lightning Scheduler</li> <li>Experience Cloud</li> <li>SMS</li> </ul> </td> </tr> </tbody> </table> ## PROVIDER SCHEDULE MANAGEMENT Ability for providers to publish and manage their availability for appointments and to synchronize with their vaccine stock and ordering backlogs. Variations Providers and pharmacists who are primary users may need to manage schedules. Technical Capability Use the territory and resource management capabilities of Lightning Scheduler. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:100%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e376">Products</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e376 "> <ul> <li>Lightning Scheduler </li> <li>Experience Cloud</li> </ul> </td> </tr> </tbody> </table> ## PRE-VISIT OR POST-VISIT ENGAGEMENT Provide pre-visit instructions, electronic capture of medical histories, and electronic capture of COVID-19 questionnaires and waivers. Also, provide post-visit instructions and how to report any negative effects. Technical Capability Consider Experience Cloud for public-facing engagement. Record clinical data in appropriate electronic health record (EHR) objects via integration or flows. Consider EHR condition, EHR observation, EHR medication prescription, EHR vaccination protocol, and EHR immunization. For document capture, consider automating document management for Health Cloud. For post-visit engagement, consider surveys, Social Studio, and Marketing Cloud Engagement. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e452">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e455">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e452 "> <ul> <li>Health Cloud</li> <li>MuleSoft</li> <li>Experience Cloud</li> <li>Marketing Cloud Engagement</li> <li>Social Studio</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e455 "> <ul> <li>EHR Data Model </li> <li>Surveys</li> </ul> </td> </tr> </tbody> </table> ## COVID-19 TESTING DETAILS Ability to display any details related to COVID-19 testing for the patient, including upcoming appointments or past COVID-19 test results. Variations Departments of public health may need this data aggregated and patient specific for contact tracing. Clinicians may need this information to inform their decisions on vaccine administration. Technical Capability Use appropriate electronic health record (EHR) data model, for example, EHR observations and EHR condition to track testing status. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e556">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e559">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e556 "> <ul> <li>Health Cloud</li> <li>MuleSoft</li> <li>Experience Cloud</li> <li>Marketing Cloud Engagement</li> <li>Social Studio</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e559 "> <ul> <li>EHR Data Model </li> <li>Surveys</li> </ul> </td> </tr> </tbody> </table> ## COMMUNICATION CONSENT MANAGEMENT Ability for the individual who signs up for an appointment to select preferences for communication including email, text, or phone calls. This is needed not just for appointment scheduling, but also for future notifications, such as vaccine recall, schedule reminders, and more. Variations Departments of public health and clinicians both require the ability to communicate with members of the public. A key distinction to consider in gathering consent is the nature of the content. A consideration is to ensure any consent captured has context for the purpose of COVID-19 trace, test, and immunization. Technical Capability Most basic implementation: standard opt-out fields on person accounts. For more fine-grained consent management, consider the Consent Object Model. If Marketing Cloud Engagement is being implemented, consider using Email Studio or Audience Studio for preference management. Consider where consent management is controlled. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e668">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6266e671">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e668 "> <ul> <li>Marketing Cloud Engagement</li> <li>Platform</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d6266e671 "> <ul> <li>Person Accounts</li> <li>Consent Data Model</li> <li>Email Studio or Audience Studio</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") <!-- document id=3b8421e742f080a09a56809a0a8e372558ffb81d5051b5135b5918411ed487bc url=/admin/current/en-us/service/264-0-0/vaccine_packages_ve.md --> # Vaccine Eligibility Package Use the Vaccine Eligibility Package to manage your recipient sign-up process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> editions.</td></tr></tbody></table> Use the Vaccine Eligibility Package to let recipients sign up to receive updates about the COVID-19 vaccine, and send them emails and text messages based on their responses. Learn how to install the vaccine eligibility packages, customize the out-of-the-box Visualforce pages, and send updates to recipients. ![The vaccine eligibility sign-up start page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_packages_entry.png) ## Configure Safety Cloud Mobilize, manage, and scale your vaccination programs efficiently and effectively with the Salesforce platform. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/images/icon_note.png) Note Work.com for Vaccines provides you with essential solutions designed to help manage vaccination programs. These also allow you to collect and use personal information about individuals, including health-related information, which is subject to various legal requirements in different jurisdictions. As with all Salesforce products, please consult with your own counsel to confirm that your intended use of these products meets your legal needs. When developing solutions or implementations of Salesforce services for vaccination programs, we recommend you review [Salesforce's Privacy and Ethical Use Principles Guiding Our COVID-19 Response](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/Privacy/privacy-and-ethical-use-principles-guiding-our-covid-19-response.pdf). Vaccine Management helps you manage vaccination programs at unprecedented scale, and it offers you the flexibility and agility of an always on, ready-to-deploy platform. - View vaccine management data comprehensibly - Forecast demand and supply - Manage and schedule vaccine distribution - Accurately administer vaccines - Monitor health outcomes - Engage the community ![Image of health professionals with the six capability areas of Vaccine Management.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_mgt_overview.png) Explore the power of multi-cloud solutions to create vaccine management capabilities that support the public sector, clinical vaccine administrators, pharmaceutical industries, and distributors. The assets here help you build a vision for the future of your vaccine management initiatives and implement the changes to fully realize your organization’s goals. Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities. Vaccine management isn’t a product or feature. Rather, it’s a mix of capabilities that an experienced admin or partner can build on the Salesforce platform. To help guide you towards building vaccine management features, see the Salesforce suggested cross-cloud capabilities for solutions to common vaccine management use cases. To learn more about vaccine management with Salesforce, see [Work.com for Vaccine Management](https://www.salesforce.com/solutions/industries/government/capabilities/vaccine-management/). <!-- document id=20873729045f58abfdc5ce3dd663bc922da35dd44e83d1f4f7d995967c56ac35 url=/admin/current/en-us/service/264-0-0/vaccine_mgt_inventory_cap.md --> # Vaccine Inventory Management Capabilities Help assure availability and maintenance of adequate stock levels, reduce wastage, and accurately forecast demand. ## SUPPLY DISTRIBUTION COORDINATION Ability to surface enterprise resource planning (ERP) capability and data to manage inventory, logistics, storage, as well as vaccine manufacturing, batch, and lot management. Additional ability to trace recalled batches and remove them from inventory and notify along the chain. Variations Pharmaceutical companies apply their ERPs likely batch information. Pharmacies also manage their inventory and usage per patient in their system. Distributors track which batches are shipped and where. Technical Capability Primarily an integration capability with Mulesoft or an appropriate technology to surface the data. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e77">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e80">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e77 "> <ul> <li>Service Cloud</li> <li>Sales Cloud</li> <li>Health Cloud</li> <li>Mulesoft</li> <li>Lightning Connect</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e80 "> <ul> <li>Order Management</li> <li>Intelligent Sales for Health Cloud</li> </ul> </td> </tr> </tbody> </table> ## VACCINE ORDER MANAGEMENT Ability to capture an order for vaccines including the type of vaccine, quantity, supplier, delivery location, and more. Visibility of the orders, the life-cycle status, and expected delivery time frames. Also, the ability to place orders based on per-defined templates. Variations Pharmaceutical companies and distributors-related order lifecycle. Clinical teams related to order placement vaccines. Technical Capability Integrate with vaccine supplier’s systems to support order management. Consolidate order data to identify pressure points in demand and cross reference with population cohorts by region. You can apply Salesforce's native order and asset management capabilities for order creation. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e189">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e192">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e189 "> <ul> <li>Service Cloud</li> <li>Sales Cloud</li> <li>Health Cloud</li> <li>Mulesoft</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e192 "> <ul> <li>Sales</li> <li>Order Management</li> <li>Intelligent Sales for Health Cloud</li> </ul> </td> </tr> </tbody> </table> ## VACCINE ORDER FULFILLMENT Ability to interface with a vaccine supplier's system to manage the order. This should include the ability to submit the order, check order status or cancel, and modify the order. Variations Pharmaceutical companies and distributors related to the order lifecycle. Clinical teams related to order placement vaccines. Technical Capability Integrate with vaccine supplier’s enterprise resource planning (ERP) and supply chain systems. This is largely dependent on the vaccine supplier’s capabilities. If they provide an electronic order capture system, it might be possible to interface with the supplier's system directly to place the orders. You can use Salesforce's native order and asset management capabilities for order capture. You can use Intelligent Sales for inventory management Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e304">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e307">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e304 "> <ul> <li>Service Cloud</li> <li>Sales Cloud</li> <li>Health Cloud</li> <li>Mulesoft</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e307 "> <ul> <li>Sales</li> <li>Order Management</li> <li>Intelligent Sales for Health Cloud</li> </ul> </td> </tr> </tbody> </table> ## VACCINE INVENTORY MANAGEMENT Ability to track inventory that is available for distribution or for treatment. Information stored should include all relevant data required for inventory, including batch, manufacturer, lot, handling, expiration, and storage. Variations Pharmaceutical companies with a requirement to monitor inventory availability. Departments of health that require a view of vaccine availability across suppliers to assist with allocation planning. Technical Capability Integrate with vaccine supplier’s enterprise resource planning (ERP) and supply chain systems. This is largely dependent on the vaccine suppliers capabilities. If they provide an electronic order capture system, it might be possible to directly interface with the supplier's system to place the orders. You can use Salesforce's native order and asset management capabilities for order capture. You can use Intelligent Sales for inventory management. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e422">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e425">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e422 "> <ul> <li>Service Cloud</li> <li>Sales Cloud</li> <li>Health Cloud</li> <li>Mulesoft</li> <li>Lightning Connect</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e425 "> <ul> <li>Order Management</li> <li>Intelligent Sales for Health Cloud</li> </ul> </td> </tr> </tbody> </table> ## VACCINE ORDER TRACKING Ability to check the status of an order and the timing of delivery. The use case might include bulk order tracking for regions and states or patient order tracking for clinicians. Variations Department of health requirement to view and influence order distribution and prioritization at a macro level. Requirement by Clinical vaccine administrators to monitor delivery and supply levels that may impact scheduling capacity. Technical Capability Integrate with vaccine supplier’s enterprise resource planning (ERP) and supply chain systems. Integration is dependent on vaccine supplier capabilities, using an electronic order capture system, or the potential for direct interface with a supplier’s system for order placement. You can use Salesforce’s native order and asset management for order capture. You can use Intelligent Sales for inventory management. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e537">Products</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e540">Features</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e537 "> <ul> <li>Service Cloud</li> <li>Sales Cloud</li> <li>Health Cloud</li> <li>Mulesoft</li> <li>Experience Cloud</li> </ul> </td> <td data-label="Features" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e540 "> <ul> <li>Sales</li> <li>Order Management</li> <li>Intelligent Sales for Health Cloud</li> </ul> </td> </tr> </tbody> </table> ## INVENTORY FORECASTING & REPORTING DASHBOARD Ability to see key statistics related to vaccines and population needs and inventory. For example, inventory burn rate, supply availability, demand by region, population, or entity. Variations All ecosystem players need robust analytics. For example, pharmaceutical companies for supply and demand and regional monitoring, departments of public health for consumption and demand by region in context with testing, and clinical administration to redirect demand based on availability to plan effectively. Technical Capability You can use Tableau and Einstein to track the inventory burn rate and perform predictive modeling on vaccine demand. Product and Feature Options <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:100%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d14153e648">Products</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Products" class="slds-cell-wrap" style="vertical-align:top;" headers="d14153e648 "> <ul> <li>CRM Analytics</li> <li>Tableau</li> <li>Mulesoft</li> <li>Public Health Command Center</li> <li>Platform</li> </ul> </td> </tr> </tbody> </table> #### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") <!-- document id=73151f524a6cf4d147baf047aa334c2bf0c6b38a0b0a121cf3fd519d6d58b6e6 url=/admin/current/en-us/service/264-0-0/vaccine_mgt_blueprint.md --> # Vaccine Management Blueprint Get key product and industry information you can use to build vaccine management solutions. Get an overview of key vaccine management capabilities common to most healthcare operations. The industry blueprint diagrams the vaccine management process, from supply chain to administration and public health messaging. The vaccine management blueprint has several main uses. - Mapping common vaccine management capabilities to stages of common healthcare processes. - Determining which capabilities are most important to your organization, and create alignment with cross-functional stakeholders. - Understanding the high-level platform capabilities and Salesforce products needed to power your organization’s vaccine management needs. Contact your Salesforce account team or a Salesforce partner for help with assessing the vaccine management and platform capabilities most suited for your organization. ![Image of high level vaccine management capabilities with the Salesforce platform.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-vaccine_cloud-264-0-0-production-enus/efba81cf-4df2-478b-9074-4524c9b354ed/vaccine_cloud/images/vaccine_mgt_blueprint.png) ## Recommended Products A combination of these products can help you delivers various vaccine management capabilities to your organization, but each capability or solution is unique for each org. - [Service Cloud](https://www.salesforce.com/products/service-cloud/overview/) - [Health Cloud](https://www.salesforce.com/products/health-cloud/overview/) - [Experience Cloud](https://www.salesforce.com/products/community-cloud/overview/) - [Marketing Cloud Engagement](https://www.salesforce.com/ca/marketing/engagement/) - [Enablement Sites (myTrailhead)](https://www.salesforce.com/products/sales-cloud/tools/sales-enablement/) - [Work.com](https://www.salesforce.com/work/) - [Einstein](https://www.salesforce.com/products/einstein/overview/) - [Mulesoft](https://www.salesforce.com/products/integration/overview/) - [Tableau](https://www.salesforce.com/products/analytics/overview/) - [Mobile](https://www.salesforce.com/products/platform/features/mobile/) To learn more about vaccine management with Salesforce, see [Work.com for Vaccine Management](https://www.salesforce.com/solutions/industries/government/capabilities/vaccine-management/). - **[Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5)** Depending on what role you play in vaccination, your needs are different. - **[Vaccine Eligibility Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_ve.htm&release=264.0.0&type=5)** Use the Vaccine Eligibility Package to manage your recipient sign-up process. - **[Considerations for the Vaccine Eligibility Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_considerations_ve_pkg.htm&release=264.0.0&type=5)** Before you start, review the considerations and prerequisites for the Vaccine Eligibility Package. - **[Set Up the Vaccine Eligibility Package](https://help.salesforce.com/s/articleView?id=service.vaccine_packages_setup_ve.htm&release=264.0.0&type=5)** Use the topics that follow to install and set up the Vaccine Eligibility Package. #### See Also - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") <!-- document id=fef1a96fb76396cfc650752a10cc5b44db648dbd578d374ab9520c55c7f6156a url=/admin/current/en-us/service/264-0-0/vaccine_mgt_capabilities.md --> # Vaccine Management Capabilities Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities. To help guide you towards building vaccine management features, see the Salesforce suggested cross-cloud capabilities for solutions to common vaccine management use cases. - **[Vaccine Inventory Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_inventory_cap.htm&release=264.0.0&type=5)** Help assure availability and maintenance of adequate stock levels, reduce wastage, and accurately forecast demand. - **[Vaccine Appointment Scheduling Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_appt_sched_cap.htm&release=264.0.0&type=5)** Enable clinicians and the public to schedule vaccinations, determine eligibility, and perform health assessments. - **[Clinical Vaccine Administration Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_clin_admin_cap.htm&release=264.0.0&type=5)** Ensure training on vaccine administration. Manage community health, log and track administration of a vaccine, and analyze community-wide vaccine results monitoring. - **[Vaccination Outcomes Monitoring Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_out_mon_cap.htm&release=264.0.0&type=5)** Help capture data on people’s experiences, health results, and outcomes following their vaccinations. Support detection of larger health concerns in a community. - **[Public Health Command Center and Notifications Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_comm_cen_cap.htm&release=264.0.0&type=5)** Command Center provides a view into the health status of communities, current inventory levels, and forecasts of potential vaccine needs. Curate accurate education and outreach campaigns to rapidly communicate with providers and people. Automate recurring communications to reduce the staff burden. #### See Also - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Users](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_users.htm&release=264.0.0&type=5 "Depending on what role you play in vaccination, your needs are different.") <!-- document id=a031082115bfb06394ab9a73f0704c4e9f12037b47729972d616fd9364adabee url=/admin/current/en-us/service/264-0-0/vaccine_mgt_users.md --> # Vaccine Management Users Depending on what role you play in vaccination, your needs are different. There are three user personas or roles for vaccine management and each has different needs. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1601e44">Public Sector</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1601e47">Clinical Vaccine Administrators</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d1601e50">Pharma and Distributors</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Public Sector" class="slds-cell-wrap" style="vertical-align:top;" headers="d1601e44 "> <ul> <li>Manage public health communications and notifications </li> <li>Manage vaccine allocation and prioritization for scheduling </li> <li>Manage community and vaccination tracking with a command center </li> <li>Provide easy access to scheduling locations </li> </ul> </td> <td data-label="Clinical Vaccine Administrators" class="slds-cell-wrap" style="vertical-align:top;" headers="d1601e47 "> <ul> <li>Offer appointment scheduling for vaccinations including triage and prioritization</li> <li>Order and manage vaccine supply to administer vaccinations </li> <li>Administer vaccines per guided protocols and track appropriate information for vaccines administered </li> <li>Monitor outcomes and report on regulatory guidelines </li> <li>Communicate with individuals as needed </li> </ul> </td> <td data-label="Pharma and Distributors" class="slds-cell-wrap" style="vertical-align:top;" headers="d1601e50 "> <ul> <li>Provide visibility into supply distribution information </li> <li>Support allocation management and prioritization </li> <li>Monitor outcomes and compliance reporting </li> <li>Ensure publishing vaccine administration guidelines and making them easily available </li> </ul> </td> </tr> </tbody> </table> - **[Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5)** Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities. #### See Also - [Safety Cloud](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_overview.htm&release=264.0.0&type=5 "Safety Cloud helps organizations deliver safer in-person experiences for event staff, volunteers, and attendees.") - [Vaccine Management Blueprint](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_blueprint.htm&release=264.0.0&type=5 "Get key product and industry information you can use to build vaccine management solutions.") - [Vaccine Management Capabilities](https://help.salesforce.com/s/articleView?id=service.vaccine_mgt_capabilities.htm&release=264.0.0&type=5 "Vaccine management capabilities show you how Salesforce products and features are combined to expand your organization’s capabilities.") <!-- document id=584d575d72fa524490129e9a032820d185f9d0202f8ff5c10acf05f47cd9e61f url=/admin/current/en-us/service/264-0-0/validation_and_maintenance_0.md --> # Validation and Maintenance Maintain the accuracy of your proactive service system by performing regular data audits and resolving configuration conflicts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&language=en_US&type=5" target="_blank">Aura</a></td></tr></tbody></table> <!-- document id=d9002eeb02b6e921d0e8f3f20c40aa91dc6bca1b76e03c854266dc0d23bf8cb2 url=/admin/current/en-us/service/264-0-0/it_srvcs_discovery_process_vcenter_hierarchy.md --> # vCenter Hierarchy Process Job Turn discovered VMware vCenter objects into a navigable virtualization hierarchy. The vCenter Hierarchy process job connects data centers, clusters, folders, ESXi hosts, virtual machines, and guest operating systems. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have Discovery enabled.</td></tr></tbody></table> ## How the vCenter Hierarchy Is Mapped A vCenter scan brings vCenter servers, data centers, clusters, folders, ESXi hosts, and virtual machines into Configuration Management Database (CMDB). The vCenter Hierarchy process job connects those configuration items into a hierarchy and associates ESXi hosts with discovered guest operating systems. ## When to Run the Job Run the job after a vCenter scan and after host discovery has collected the guest operating systems. Rerun it after virtualization changes, such as vMotion events or the addition of virtual machines and hosts. To start the job, see [Run a Process Job](https://help.salesforce.com/s/articleView?id=service.it_srvcs_discovery_run_prcsjob.htm&release=264.0.0&type=5 "Build dependency-aware views of your discovered infrastructure by running a process job. Select the job that maps the application, cloud, network, software, or virtualization relationships that you want to analyze in Configuration Management Database (CMDB)."). ## Relationships Created | Source and Target | Relationship | What It Means | How It’s Matched | | --- | --- | --- | --- | | VMware vCenter to Datacenter | Contains | A vCenter server contains a data center. | The job uses the parent-child structure reported by vCenter. | | VMware vCenter Datacenter to Cluster | Contains | A data center contains a compute cluster. | The job uses the parent-child structure reported by vCenter. | | VMware vCenter Datacenter to Folder | Contains | A data center contains an organizing folder. | The job uses the parent-child structure reported by vCenter. | | VMware vCenter Cluster to Folder | Contains | A cluster contains a folder. | The job uses the parent-child structure reported by vCenter. | | VMware vCenter Cluster to ESXi Host | Contains | A cluster contains an ESXi host. | The job uses the parent-child structure reported by vCenter. | | VMware vCenter Folder to ESXi Host | Contains | A folder contains an ESXi host. | The job uses the parent-child structure reported by vCenter. | | Virtual Machine to ESXi Host | Virtualized On | A virtual machine runs on an ESXi host. | The job uses the host-to-virtual-machine membership reported by vCenter. | | ESXi Host to Host | Esxi virtualises host | An ESXi host runs a guest operating system. | The guest IP address of the virtual machine matches the IP address of a discovered Windows, Linux, or Unix server or Windows host. | If the guest operating system hasn't been discovered, the virtual machine remains in the ESXi hierarchy. A later job run creates the guest operating system relationship after host discovery finds a matching IP address. <!-- document id=062f57db368fe77defc857e048de579b9ab92a0365e5721b489317678fa18274 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_dispose_finalize.md --> # Verify Certificates of Disposal and Finalize Disposal Orders Attach vendor-provided proof of destruction to a disposal order to finalize asset disposal. Verification stops financial depreciation on retired hardware and triggers compliance notifications. **System Automation** Adding an asset creates a disposal order line item and sets asset status to **Pending Disposal**. The system automatically generates a Product Item Transaction (PIT) record linked to the Asset Activity, with a Consumed transaction type and a quantity adjustment of -1. 1. Open the target disposal order record. 2. In the **Quick Actions** panel, select **New Certificate**. 3. Enter certificate details, including **Certificate Name**, **Issued Date**, and **Disposal Method**. 4. Select **Save**. 5. On the certificate record, select **Select Assets**, select the assets to dispose, and select **Save**. 6. Select **Edit**, set File Review Status to **Verified**, select **Final Certificate**, and save changes. **Automated Notifications and Lifecycle Sync** - When disposal order status changes to **Disposed**, the system notifies the Disposal Order Requester and Disposal Coordinator. - When linked asset status changes to **Retired**, the system notifies the Asset Manager and CI Owner. - The system automatically updates the linked Configuration Item (CI) operational status to **Decommissioned**. <!-- document id=5393998e7d389d14148dab3690bc143ee0af7665112b39b60c2cee47a0d73a1d url=/admin/current/en-us/service/264-0-0/entitlements_verifying.md --> # Verify Entitlements Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d125355e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">To view entitlements:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">Read on entitlements</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">To view accounts, contacts, assets, and service contracts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e55 ">Read on that object</td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e97">What to Verify</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e100">Where to Verify It</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d125355e103">Steps To Verify</th> </tr> </thead> <tbody> <tr class=""> <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether at least one contact on a specific account is entitled to support</td> <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Account detail page</td> <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 "> <ul> <li>View the account.</li> <li>Confirm that the entitlement is on the Entitlements related list.</li> </ul> </td> </tr> <tr class=""> <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether a specific contact is entitled to support Contact detail page</td> <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Contact detail page</td> <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 "> <ul> <li>View the contact.</li> <li>Confirm that the entitlement is on the Entitlements related list.</li> </ul> <p style="margin-bottom:0;">In Lightning Experience, the Entitlements related list isn’t available on Contacts.</p> </td> </tr> <tr class=""> <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether specific assets (purchased products) are entitled to support</td> <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Asset detail page</td> <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 "> <ul> <li>Locate the asset from a related list or an assets list view on the Products tab.</li> <li>Click the asset name.</li> <li>Confirm that the entitlement is on the Entitlements related list.</li> </ul> </td> </tr> <tr class=""> <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether the customer is charged for a new work order </td> <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Entitlements details page</td> <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 ">Check the value in Remaining Work Orders. If the entitlement has no work orders remaining, the customer is charged for any new work orders.</td> </tr> <tr class=""> <td data-label="What to Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e97 ">Whether a service contract includes a specific entitlement</td> <td data-label="Where to Verify It" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e100 ">Service Contract detail page</td> <td data-label="Steps To Verify" class="slds-cell-wrap" style="vertical-align:top;" headers="d125355e103 "> <ul> <li>Click the Service Contracts tab.</li> <li>Click the service contract name.</li> <li>Confirm that the entitlement in question is on the Entitlements related list.</li> </ul> </td> </tr> </tbody> </table> After you verify an entitlement, click **New Case** on the entitlement’s detail page to create a case associated with the entitlement. The case automatically includes the correct entitlement, account, contact, and asset information. Alternatively, you can add an entitlement to an existing case using the Entitlement Name lookup field on the case. #### See Also - [Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5 "Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements.") <!-- document id=4ef30fa4823ef7772cfebde3582fca20a38cdba308fd59a07e2629b9a6b6d517 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_verify_fulfil.md --> # Verify Hardware Fulfillment Dependencies Verify logistical requirements for a fulfillment order line item to confirm that items are in stock and ready to pick. Make sure that internal transfers and external procurement batches are complete before physically gathering devices. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110912e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110912e72 ">To view and manage fulfillment dependencies</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110912e72 "><strong>Hardware Asset Management - Inventory Manager</strong></td> </tr> </tbody> </table> 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select **Fulfillment Orders**. 3. Select the pending fulfillment order assigned to your location. 4. On the **Related** tab, select **View All** to identify products to pull. 5. Select the item in the **Fulfillment Order Product Number** column. 6. On the Details tab, locate the **Product Transfer** relationship. 1. Confirm if the line item requires an inventory transfer to bring the item into local stock. 2. Verify that the product transfer status is Complete before proceeding. 7. Locate the **Product Request Line Item**. 1. If the **Product Request Line Item** field is populated, the item is being purchased from an external vendor. 2. Finalize procurement and receive the item into inventory before picking the device. 8. Select **Add Asset** to link a physical device to the line item. <!-- document id=698535846c0ea6e09b49298d231a7207aa8433af2af80924912defa711a7ad7f url=/admin/current/en-us/service/264-0-0/knowledge_migration_verify_articles.md --> # Verify Migrated Articles in Multiple Article Type Orgs During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object. Use the old and new IDs to look at articles and verify that their contents and metadata have migrated properly. We recommend that Multiple Article Type orgs verify articles during the Lightning Knowledge Migration Tool’s Activation and Validation stages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Using either the new or old Article ID, you can look up the corresponding pre- and post-migration IDs for your articles. The MigratedToFromArticle field stores the old or new ID based on which article you view: In the old article, the MigratedToFromArticle column shows the new Lightning Knowledge article ID, and vice versa. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip In Single Article Type migrations, the individual articles aren’t migrated, and the Article ID stays the same. The MigratedToFromArticle column remains empty. ## Considerations for Verifying Migrated Articles In the Activation stage, Lightning Knowledge is not yet enabled. That means you can only verify the articles in the Salesforce Classic interface until you accept the results and proceed to Validation. The Article Number can change between the old and new knowledge base versions, but other metadata like the last modification date and selected channels matches. To see all versions of a published article in Salesforce Classic, go to **Article Management** | **Published Articles**, and open an article. In Article Properties, click the Version hyperlink. In the Version History window, choose the version that you want to verify. - **[Verify Migrated Articles in the Activation Stage](https://help.salesforce.com/s/articleView?id=service.knowledge_verify_articles_activation.htm&release=264.0.0&type=5)** Verify articles during migration from Salesforce Classic to Lightning Knowledge. Verification steps are recommended for orgs with multiple article types. - **[Verify Migrated Articles in the Validation Stage](https://help.salesforce.com/s/articleView?id=service.knowledge_verify_articles_validation.htm&release=264.0.0&type=5)** After verifying the articles in the Activation stage, verify the articles again during the Validation stage of the Lightning Knowledge Migration Tool. During this stage, you verify the articles in Lightning Experience. <!-- document id=4634526bbd54774857329bbf445de5ffab32db5dc61b72bdcc61a0fcecb41541 url=/admin/current/en-us/service/264-0-0/knowledge_verify_articles_activation.md --> # Verify Migrated Articles in the Activation Stage Verify articles during migration from Salesforce Classic to Lightning Knowledge. Verification steps are recommended for orgs with multiple article types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d69920e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e61 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e61 ">View All Records on Knowledge</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e61 ">To use the Lightning Knowledge Migration Tool:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e61 "> <p>Knowledge User</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> The MigratedToFromArticle and MigratedToFromArticleVersion fields used to verify articles are available in API version 45.0 and later. To perform these steps, you must have started the Activation stage of migration. Check that the Lightning Knowledge Migration Tool is on the Activation stage and shows the Data Migration Summary page. ![Screenshot showing successful data migration results in the Activation stage.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/lightning_migration_migration_summary.png) 1. Create a list of pre-migration article IDs and URL names. 1. In Salesforce Classic, go to the Article Management or Knowledge tab 2. Open each article and locate the **Article ID** and **URL Name** fields. Note the values. If you already have the article version ID, you can find the article ID and URL name using the following query. ``` SELECT KnowledgeArticleId , urlname FROM KnowledgeArticleVersion WHERE Id = ‘YourArticleVersionID’ ``` 2. Log in to any tool that can make SOQL API calls with your org credentials. 3. To find new or old article IDs, run the appropriate SOQL query. 1. If you’re using the known ID for the old article type, query the KnowledgeArticle object to find the new article ID in the MigratedToFromArticle. ``` SELECT id, MigratedToFromArticle FROM KnowledgeArticle WHERE id = ‘kA2R00000004N1i’ ``` 1. If you’re using the new ID for the new Knowledge object, query the KnowledgeArticle object to find the old article ID. ``` SELECT id , MigratedToFromArticle FROM KnowledgeArticle WHERE MigratedToFromArticle = ‘kA3R00000004JwnKAE’ ``` 4. Open two browser windows, and log in to your org in each window. Go to the home page in Salesforce Classic. 5. Verify articles side by side. For each page and URL you want to verify, use the old article ID in one window, and the new article ID in the other. Verify that both browsers show the same article, contents, and data. ![Image shows two browser windows with the same article in each and different IDs in the address bar.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_verification_compare_articles.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69920e247">App Page</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d69920e250">URL Format</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" headers="d69920e247 d69920e250 ">Article management pages</td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Draft articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <p> <samp class="filepath"><var>mySalesforceDomain</var>/knowledge/publishing/articleDraftDetail.apexp?id=<var>ArticleID</var></samp> </p> <p style="margin-bottom:0;">Example: <samp class="filepath">https://cunning-robot.lightning.salesforce.com/knowledge/publishing/articleDraftDetail.apexp?id=kA1R00000004Us1</samp> </p> </td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Published articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <samp class="filepath"><var>mySalesforceDomain</var>/knowledge/publishing/articleOnlineDetail.apexp?id=<var>ArticleID</var></samp> </td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Archived articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <samp class="filepath"><var>mySalesforceDomain</var>/knowledge/publishing/articleArchivedDetail.apexp?id=<var>ArticleID</var></samp> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" headers="d69920e247 d69920e250 ">Article previews</td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Draft, published, and archived articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <samp class="filepath"><var>mySalesforceDomain</var>/knowledge/publishing/articlePreview.apexp?id=<var>ArticleID</var>&popup=true&pubstatus=d&preview=true</samp> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" headers="d69920e247 d69920e250 ">Knowledge tab</td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Published articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <samp class="filepath"><var>mySalesforceDomain</var>/articles/<var>ArticleTypeName</var>/<var>URL_Name</var>?popup=false</samp> </td> </tr> <tr class=""> <td data-label="App Page" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e247 ">Draft articles</td> <td data-label="URL Format" class="slds-cell-wrap" style="vertical-align:top;" headers="d69920e250 "> <samp class="filepath"><var>mySalesforceDomain</var>/knowledge/publishing/articleDraftDetail.apexp?id=<var>ArticleID</var></samp> </td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Verifying feeds and verifying articles using URL redirect isn’t possible in this stage. Continue to the Validation stage of migration before verifying feeds and redirects. <!-- document id=4f66ab208c24d1c5dcef00392fd37cc2f97ac47871b10260a6ac9351b30a8939 url=/admin/current/en-us/service/264-0-0/knowledge_verify_articles_validation.md --> # Verify Migrated Articles in the Validation Stage After verifying the articles in the Activation stage, verify the articles again during the Validation stage of the Lightning Knowledge Migration Tool. During this stage, you verify the articles in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82361e61">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e61 ">To view articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e61 "> <p>View All Records on Knowledge</p> <p>AND</p> <p style="margin-bottom:0;">Knowledge User</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e61 ">To use the Lightning Knowledge Migration Tool:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e61 "> <p>Knowledge User</p> <p>AND</p> <p style="margin-bottom:0;">Customize Application</p> </td> </tr> </tbody> </table> The MigratedToFromArticle and MigratedToFromArticleVersion fields used to verify articles are available in API version 45.0 and later. You accepted the results of migration, and you already verified that the new Article IDs open the right articles in Salesforce Classic. Finish the verification process during the Validation stage. The Lightning Knowledge Migration Tool shows the **Validation** stage and shows the **Data Migration Summary** page. 1. Check that the Lightning Knowledge Migration Tool is in the Validation stage. From Setup, in the quick find box enter migration and select **Lightning Knowledge Migration Tool.** Refresh the page if necessary. ![Image shows the Validation stage of the Lightning Knowledge Migration Tool with successful results in the migration summary.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_validation_stage.png) 2. In Salesforce Classic, on the Article Management or Knowledge tab, open the article you want to verify. 1. Locate the new knowledge article ID in the URL. For instance, if your article URL is yourSalesforceDomain/knowledge/publishing/articleOnlineDetail.apexp?id=kA3R00000004Jwu&lang=en\_US, the ID is kA3R00000004Jwu. 2. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip If you created a list of article ID mappings during the Activation stage or you already have the old ID that corresponds to the new article, you can skip this step. To find the old ID, log in to Workbench with your org credentials at workbench.developerforce.com. The following query on the KnowledgeArticle object returns the old ID. ``` SELECT MigratedToFromArticle FROM KnowledgeArticle WHERE Id = ‘NewArticleID’ ``` ![Shows the Workbench console query and resulting ID.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_verification_SOQLex3.png) 3. Overwrite the ID in the URL with the corresponding ID from the old knowledge base version. For example, change the URL yourSalesforceDomain/knowledge/publishing/articleOnlineDetail.apexp?id=NewArticleID to yourSalesforceDomain/knowledge/publishing/articleOnlineDetail.apexp?id=OldArticleID 4. To see the pre-migration article, refresh the page. The Type field shows the old article type, not Knowledge. 3. Open the same article in Lightning Experience. In a new browser window, log in to your org and switch to Lightning Experience. 1. From the App Launcher, find and open the **Knowledge** tab. 2. Open the article with the same name as the one in your other browser window. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Try switching to a different list view, like Published Articles or Draft Articles, to find the article. 4. Place the two windows side by side and review them. The article in Salesforce Classic uses the old ID, and the article in Lightning Knowledge shows the new ID (1). The article’s title and other details are the same (2). ![Two browser windows showing the same article in Salesforce Classic and Lightning Experience.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_migration_verification_compare2.png) 5. Review and verify the following items. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Page layouts differ between the old and new knowledge bases, so the fields don’t always match exactly. If you don’t see related lists, standard fields, or custom fields, verify that they are on the page layout in Lightning Knowledge. To modify the layout, go to **Setup** | **Object Manager** | **Knowledge** | **Page Layouts** and edit the appropriate layout for the article’s record type. Drag files, cases, or work orders to the Related Lists section, make other desired changes, and save. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82361e313">Item</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d82361e316">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e313 ">Details Section: Title, URL name, Smart Links, custom fields</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e316 ">File fields in the old article don’t appear in Lightning Knowledge. For the new article, files appear in the Files related list.</td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e313 ">Related lists: cases, work orders, promoted search terms, files</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e316 ">Verify that the appropriate records and files appear in related lists like files, cases, and work orders. </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e313 ">Feeds</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e316 "> <p>Feeds migrate completely to the new object, so you don’t see feeds in the old article after migration.</p> <p style="margin-bottom:0;">Verify the following feed items in new articles: posts, comments, attachments, mentions, topics, and likes. If you subscribed to the article before migration, you also see Following.</p> </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e313 ">Smart Links</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e316 "> <p style="margin-bottom:0;">From an old article, Smart Links go to the old version of the linked article. While viewing an article with the Lightning Knowledge ID, clicking Smart Links directs you to the new version of the article.</p> </td> </tr> <tr class=""> <td data-label="Item" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e313 ">URL redirects</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d82361e316 "> <p style="margin-bottom:0;">A redirect URL using the old ID, either the KnowledgeArticle (ka) ID or the KnowledgeArticleVersion (kav) ID opens the new article. </p> </td> </tr> </tbody> </table> <!-- document id=6f426aeb8e11dbae27a152ebb7e4321ec7a91aa5e0275f855438bfdf58de212b url=/admin/current/en-us/service/264-0-0/hr_svc_verify_pay_adjustments.md --> # Verify Pay Adjustments Action Verifies whether a specific pay adjustment (earning or deduction) was applied to the current employee's recent paychecks in Paychex. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d38170e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d38170e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38170e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d38170e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">VerifyPayAdjustments</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Verify Pay Adjustments</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Company ID, Worker Check Name, Max Pay Periods To Scan</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Pay Adjustments Output, Status</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Did my raise show up on my paycheck?" - "Check whether my new deduction was applied." - "Verify that my bonus adjustment went through." <!-- document id=6210f4dc4f2580d216e8b12372533a39861a3b397317c7643083638d78224c55 url=/admin/current/en-us/service/264-0-0/voice_intelligence_contact_lens_verification.md --> # Verify That Contact Lens Is Enabled Contact Lens must be enabled to transcribe calls and use conversation intelligence. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To verify that Contact Lens is enabled, you must have AWS IAM permissions with the ability to view Contact Lens details in Amazon Connect. 1. From the AWS Management Console, select **Amazon Connect** | **Analytics tools**. 2. Verify that **Enable Contact Lens** is selected. 3. Click **Save**. <!-- document id=0ff13a2e7e79e341b5a314c8648622a405e84998191e4043b9fa54e5327033c7 url=/admin/current/en-us/service/264-0-0/voice_intelligence_speech_analytics_enable.md --> # Verify That Contact Lens Speech Analytics Is Enabled Enable speech analytics so that Contact Lens generates real-time transcripts during a call, and post-call analytics after the conversation has ended. Although speech analytics is enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have changed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Repeat these steps for each contact flow and subflow for which you want to enable speech analytics. 1. Launch Amazon Connect. 2. Select **Routing** | **Flows**. 3. Click the SCV flow you want to enable with speech analytics. 4. In the Set recording and analytics behavior flow block, verify that these options are selected. - **Enable Contact Lens conversational analytics** - **Enable speech analytics** - **Real-time and post-call analytics** If you don’t enable these options, transcription doesn’t work. 5. Click **Save**. <!-- document id=25e8865f60cbcecf4390b6968313f5d8b1bd09d69111c42f524055f8db34e319 url=/admin/current/en-us/service/264-0-0/voice_omni_channel_enable.md --> # Verify that Omni-Channel is Enabled Before you can turn on Voice, enable Omni-Channel so your support team can make and receive calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104787e75">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104787e75 ">To set up a domain name:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104787e75 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104787e75 ">To set up Omni-Channel:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104787e75 ">Customize Application</td> </tr> </tbody> </table> Enable Omni-Channel. If Omni-Channel already is enabled in your org, skip these steps. 1. From Setup, enter Omni-Channel Settings in the Quick Find box, then select **Omni-Channel Settings**. 2. Select **Enable Omni-Channel**. 3. Click **Save**. #### See Also - [Enable and Configure Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5&language=en_US) <!-- document id=ef9d742f502db185553525d4d49299048080351a308775e9179eee9b96da68f1 url=/admin/current/en-us/service/264-0-0/svc_site_verify_pages.md --> # Verify the Service Catalog Pages Installation Verify that the Customer Account Portal and Customer Service templates have the Service Catalog pages set up and configured. For the BYO (Aura) template, refer to Set Up the Service Catalog Pages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d116127e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116127e55 ">To verify the Service Catalog site pages and components:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116127e55 ">Permissions and licenses associated with the Aura Service Catalog Site Builder</td> </tr> </tbody> </table> 1. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 2. From the Pages dropdown, under Service Catalog Item Definition, select **Service Catalog Item Definition Detail**. The page opens in the page editor. 3. From the page editor, confirm that the Service Catalog Record Detail component is shown. 4. Optional: Click the component, and then configure the properties. 5. From the Pages menu, click ![gear](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/service_catalog/community_builder_page_properties_gear.png). 6. From the Pages dropdown, under Service Catalog Item Definition, select **Service Catalog Item Definition List**. 7. From the page editor, confirm that the Service Catalog List component is shown. 8. Optional: Click the component, and then configure the properties. <!-- document id=e1478bbb9f7875a0f2c149a3d0940b8366d440787acbfd113bf58ea3fef6c48f url=/admin/current/en-us/service/264-0-0/pfs_view_calendar.md --> # View a Field Service Resource’s Calendar Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d48462e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">To edit field sets:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">To edit page layouts:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">To view resource absences:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">Read on service resources</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">To view service appointments:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d48462e72 ">Read on service appointments</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To view a service resource’s calendar, navigate to their detail page from the Service Resources tab and scroll to the Calendar tab. Click a field on a calendar entry to open the corresponding record in a new tab. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t see the calendar on resource pages, add the VF079\_ResourceCalendar Visualforce component to the service resource page layout. ![Resource calendar](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_resource_calendar.png) Here’s how to control which information appears in the calendar. 1. To control which fields appear in calendar entries for service appointments and resource absences, customize field sets. - The _Service Appointment Resource Calendar Display_ field set controls what information appears on the calendar entry. - The _Service Appointment Resource Calendar Tooltip_ field set controls what information appears in a tooltip when you hover over the calendar entry. - The _Resource Absence Resource Calendar_ field set controls what information appears on a resource absence calendar entry. - The _Absence Resource Calendar Tooltip_ field set controls what information appears in a tool tip when you hover over the calendar entry. For more details, see [Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list."). 2. To color-code resource absences on the calendar, update the Gantt Color field on resource absences with a 6-digit hex code. This field lets you represent different types of absences with different colors—for example, lunch breaks in red and internal meetings in green. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use Flow Builder to automate the color-coding of resource absences. <!-- document id=9537e2b396ca91bab085c5df0758d377bcb793f72500f684a13b98757cf70dd1 url=/admin/current/en-us/service/264-0-0/pfs_travel_routes.md --> # View a Field Service Resource’s Daily Travel Route The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together on the resource map view. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To view travel routes, [enable street-level routing](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals."). To navigate to a service resource’s map, start from the Classic Dispatch Console resource list. Click **Details** in a resource’s action menu, and then click the **Map** tab. You can also view a service resource’s scheduled appointments on the main Classic Dispatch Console map by selecting the service resource in the Map Layers settings. ![Resource map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_resource_map.png) At the top of the map, select which date to show, and choose one or more types of data to display: **Route** (shown in blue), **Actual Route** (shown in pink), and **Traffic**. The actual route can be shown only if history tracking is set on the service resource’s Last Known Location field and geolocation tracking is turned on for them. See [Field History Tracking](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/security_tracking_field_history.htm). A truck icon signifies an appointment. An X icon signifies a resource absence with a valid address, meaning its latitude and longitude can be calculated. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To show or hide resource absences on the map, from the App Launcher, find and open the Field Service Admin app, and then click **Field Service Settings**. Then, click **Dispatcher Console UI** | **Gantt Configurations** and select or deselect **Show absences on resource map**. On the right-hand side of the map, you can show or hide the route details pane. The pane shows the travel profile with details such as the vehicle type and the route according to the selected travel mode. For example, quickly see whether the route includes the use of toll roads or whether hazmat considerations exist. The travel profile is shown when you’re using Enhanced Scheduling and Optimization and a travel mode is assigned to that territory or territory member. To zoom in on an appointment, hover over the appointment number in the pane and click **Center on Map**. ![Resource map with travel profile](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_resource_map_with_travel_profile_full.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service resource has more than 23 stops in a period of 24 hours (including starting point, ending point, appointments, and absences), the resource map shows only the first 23 stops on the route and displays an error. This is a [Directions API limitation](https://developers.google.com/maps/documentation/directions/intro). #### See Also - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.") - [Track Service Resource Geolocation with the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_resource_tracking.htm&release=264.0.0&type=5 "Use geolocation to manage your mobile workforce. You can exclude certain users from geolocation tracking.") - [Set Up Travel Modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&type=5&language=en_US) <!-- document id=e38b9eb06c79d110e08e9cdea3cf06449b12967b882f3662ed222b2136503ee3 url=/admin/current/en-us/service/264-0-0/ideas_community_activity_profile.md --> # View Activity for Ideas and Questions In an Experience Cloud site, activity statistics for Ideas and Questions appear on your profile page. Others can visit your profile and learn about your participation. Counted activities include things like how many posts you’ve made and how many likes you’ve received. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> Click your name anywhere in Salesforce to view your profile. If available, you can also click the Profile tab or **Your Name** | **My Profile** at the top of the page. Activity appears on your profile’s Overview tab and shows how your activity stacks up to other people’s. You can also evaluate the activity of other members when you look at their profiles. When Chatter Answers is enabled for your organization, the total numbers for these activities appear on your profile page. - Questions you’ve asked - Questions you’ve answered - Questions you’ve solved with a best answer Click **Questions** to navigate back to the Q&A tab. When your administrator enables Reputation in Ideas, the total numbers for these activities appear on your profile page. - Ideas you’ve created - Comments you’ve received - Comments and ideas you’ve voted on Click **Ideas** to navigate back to the Ideas tab. <!-- document id=1ddcb8fbc52fe67ab1156fd088c07de54e440e8e1c9a6adf297ac4e8cb68a464 url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_view_lifecycle.md --> # View an Asset's Lifecycle History Track the complete chronological journey of an IT asset. Maintain an accurate audit trail and preserve a clean chain of custody. The asset timeline records significant events directly on the asset record. These events include fulfillments, returns, and stockroom transfers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - Hardware Asset Management and the Asset Activity features must be turned on by your admin. - Your user profile contains read permissions for both Asset and Asset Activity records. 1. From the App Launcher, find and select **IT Hardware Asset Management**. 2. Select the **Assets** tab. 3. Select the name of the asset that you want to review. 4. Click the **Related** tab. 5. In the **Asset Activities** related list, select an activity to view its history. 6. On the activity detail page, locate the **Asset Activity Field Changes** related list to see granular field updates. 7. Click any field change record to review old values, new values, modifiers, activity timestamps, and the specific change source. 8. To view high-level transactional details from a timeline card, click **Related Record**. This action navigates directly to the linked order record. 9. Click **View All** on the Asset Activities related list to show a comprehensive, sortable history of every logged lifecycle event. <!-- document id=1492126565da07bd8a339fa642185346b06c000097450c17bc3d0c1f4f38d6db url=/admin/current/en-us/service/264-0-0/fs_work_plans_view_and_complete.md --> # View and Complete Work Plans Back-office workers can view and complete work plans on their desktop. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> As a back-office worker, you want to complete assignments quickly and accurately. To help you reach this goal: - Use the Work Plans Lightning web component on the work order or work order line item. - Use the related list of work steps on the work order or work order line item. - **[Complete Work with Work Plans Lightning Web Component](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_complete_plans_with_component.htm&release=264.0.0&type=5)** The Work Plans component displays the work plans and work steps associated with the work order or work order line item. You can use it to view and complete assignments quickly and accurately. - **[Complete Work with the Work Steps Related List](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_complete_work_with_related_list.htm&release=264.0.0&type=5)** Use the work steps related list associated with a work order or work order line item to view and complete your work. #### See Also - [Introducing Lightning Web Components](https://developer.salesforce.com/docs/component-library/documentation/en/lwc) <!-- document id=c5eebcc5de0cb4217954184ac579d46989e9e43bd3ccda210e7fe25eb5ed310e url=/admin/current/en-us/service/264-0-0/mfs_work_plans_complete_with_mobile.md --> # View and Complete Work Plans on the Field Service Mobile App Front-line workers can use the Field Service mobile app to view and complete work plans. Using the Work Plans tab, they can complete assignments quickly and accurately. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d122893e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122893e72 ">To view and update work plans:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122893e72 ">Read and Update permissions on the work plans object</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d122893e72 ">To run flows associated with work steps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d122893e72 ">Run Flows permission or the Flow User field enabled on the user detail page AND View Setup and Configuration</td> </tr> </tbody> </table> The Work Plans tab displays all the work plans associated with a work order and its related work order line items. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a work order doesn’t have related work plans, the Work Plans tab is hidden. 1. On the home screen of the Field Service app, tap a service appointment. 2. To view the work plans associated with your work order and all its related work order line items, tap the Work Plans tab. If the tab doesn’t show right away, pull down to refresh the work order page. Work plans associated with a work order are grouped and displayed first on the Work Plans tab. Work plans associated with work order line items are grouped by their parent work order line item and displayed at the bottom of the Work Plans tab. The work order line item ID is displayed in the work plan header. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can view the work plans and work steps associated with a work order and its work order line items using the work order’s Related tab. You can also view work plans related to work order line items from the Work Plans tab on the work order line item’s page. 3. Expand a work plan to view its details and its associated work steps. 4. On the work plan, view the progress of the work plan on the progress ring. The progress ring is updated based on the real-time progress of the work plan. 5. To edit or view the details of a work plan, tap the overflow menu of the work plan. 6. On the work step, view the status of a step on the step’s status icon. You can also view different fields associated with the step. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If more than one field is displayed for a work step and the text in the first field is long, the second field doesn’t display. 7. To view the details page of a work step, tap the name of the step. Here, you can find the description and other information related to the step. 8. To edit the information on the work step detail page, tap the overflow menu of a work step, and select **Edit Work Step**. From the overflow menu, you can also mark a step Not Applicable or Complete. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If you don’t have permission to edit a work plan, a lock icon ![Lock Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_work_plans_lock_icon.png) is displayed for all its associated work steps. The lock icon indicates that you can view these steps but you can’t update the status or other fields on the step. To hide the Not Applicable action from the work step’s overflow menu, from Setup, go to Work Plans and select **Hide the Not Applicable option on Work Steps**. The setting is off by default. After you save, the change reaches mobile devices on the next sync, so technicians don’t need to log out and back in, and the action stays correctly hidden even when they work offline. Not Applicable remains a valid work step status that you can still set through record edits, the API, Apex, flows, and data import. 9. To mark a work step’s status completed, tap the gray circle next to the work step name, or select **Complete** on the work step’s overflow menu. If the step is a simple instruction such as “Put on your safety gear”, we mark the step’s status as completed. If the step includes a quick action or a field service mobile flow, selecting **Complete** starts it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a step includes a quick action or flow, an action icon ![Action Indicator Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_work_plans_action_indicator_icon.png) is displayed next to the status icon. The action icon indicates that an action or flow starts after tapping **Complete**. If a step’s quick action or flow fails to load, an error icon ![Error Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_work_plans_error_icon.png) is displayed next to the status icon. When a flow or quick action is completed, we change the status of the work step to Complete. Completed work steps remain on the work plan record. To let mobile workers manually override work step autocompletion, from Setup, go to Work Plans. Select **Manually update a work steps status when flows are launched**. Work steps default to autocomplete when this setting isn’t selected. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Tapping a completed work step relaunches the quick action or flow associated with that step. Tapping a completed work step with no associated quick action or flow resets the status of that step to New. 10. You can set different statuses to a work step by tapping the overflow menu of the step and selecting **Edit Work Step**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To edit a work step, turn on **Enable Full Edit on Records** under Field Service Mobile Settings. On the Status section of the details page, select the relevant status, and tap **Save**. #### See Also - [Set Up Field Service Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_create_parent_page.htm&release=264.0.0&type=5 "Learn how to create and use Field Service work plans to deliver consistent service.") - [View and Complete Work Plans](https://help.salesforce.com/s/articleView?id=service.fs_work_plans_view_and_complete.htm&release=264.0.0&type=5 "Back-office workers can view and complete work plans on their desktop.") - [Quick Actions](https://help.salesforce.com/articleView?id=platform.actions_overview.htm&type=5&language=en_US) - [Flows](https://help.salesforce.com/articleView?id=platform.flow.htm&type=5&language=en_US) <!-- document id=1448e699404ae8c12efec9e25d1734ef7b16d74e856eabe21d36bd45705b4413 url=/admin/current/en-us/service/264-0-0/editing_assignment_rules.md --> # View and Edit Assignment Rules View and update your assignment rules to meet your business needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d165116e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165116e57 ">To view assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165116e57 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d165116e57 ">To create or change assignment rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d165116e57 ">Customize Application</td> </tr> </tbody> </table> To view assignment rules: from Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules. To edit the name of a rule, click **Rename** next to the rule name. To change the criterion for a rule, first select the rule name from the list, and then modify the rule. - To add an entry, click **New**. - To edit an entry, click **Edit**. - To delete an entry, click **Delete**. - To change the order of rule criteria, select **Reorder** and enter the order number. #### See Also - [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&release=264.0.0&type=5 "Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.") - [Guidelines for Assignment Rules](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&release=264.0.0&type=5 "Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.") <!-- document id=9065bbd5bea134eeaf74866aae033558139249eda1c484a8bbfa43a4f6b69548 url=/admin/current/en-us/service/264-0-0/case_interaction_case_detail_page.md --> # View and Edit Cases from the Case Detail Page in Case Feed Use the Case Detail page to see and update detailed information about a case and work with related lists. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d74218e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">To view a case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">View on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">To edit a case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">Edit on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">To delete a case:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d74218e55 ">Delete on cases</td> </tr> </tbody> </table> On the Case Detail page, you can: - View and edit case information, including changing contact and account information, status, origin, priority, type, and case reason. - Change or update the case subject and description. - [View related lists and use them to complete additional tasks](https://help.salesforce.com/s/articleView?id=service.case_interaction_related_lists.htm&release=264.0.0&type=5 "In the traditional case interface, support reps complete tasks such as logging calls and sending emails primarily by working with related lists. In Case Feed, support reps can do several of these tasks directly in the feed.") (for example, viewing the approval history on a case or adding members to a case team). - Close a case. - [Delete a case](https://help.salesforce.com/s/articleView?id=service.cases_delete.htm&release=264.0.0&type=5 "When you delete a case, all related events and tasks, case comments, attachments, and attachment records are also deleted. Associated contacts, accounts, file records, and solutions aren't deleted."). - [Clone a case](https://help.salesforce.com/s/articleView?id=service.cases_clone.htm&release=264.0.0&type=5 "Clone a case to generate a new case using information from the existing case."). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If your organization has inline editing enabled, you can use it on the Case Detail page. To switch between the feed view and the case details page when viewing a case, use the ![Case Feed page view toggle button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_feed_details_toggle_buttons.png) buttons or, if you're working in the Salesforce console, the ![Case Feed toggle buttons in Salesforce console](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/case_feed_feed_details_toggle_console.png) buttons To open a [printable display of the case details](https://help.salesforce.com/s/articleView?id=service.case_interaction_printable_view.htm&release=264.0.0&type=5 "Use the printable view option to view and print a comprehensive list of the information related to a case."), click **Printable View** on any page in Case Feed. #### See Also - [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&release=264.0.0&type=5 "Case Feed streamlines the way you create, manage, and view cases. It includes case actions like creating case notes, logging calls, changing the case status, and communicating with customers in a Chatter feed. Case Feed displays important case events in chronological order, so it's easy to see the progress of each case.") <!-- document id=0f338fdb67ebcff383abb9257baca19d4a8465637818fd480639169627511081 url=/admin/current/en-us/service/264-0-0/bots_service_edit_bot_name.md --> # View and Edit Your Bot’s Name and Description When you create a new bot, you give it a name and an optional description that’s not visible to customers. These details can be changed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d55111e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d55111e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d55111e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> 1. In the My Bots list, click **![Action menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_actionmenu.png)** | **Edit** for your new bot. 2. In the Bot Information area, click Edit. ![Edit bot name and description](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bot_service_edit_name.png) 3. Update the name and description for your bot as needed. ![Update name and description](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_edit_name2.png) <!-- document id=8db032ba6b62edaef45b0a2ea2014fc570af52929301ce215dba714ab2863123 url=/admin/current/en-us/service/264-0-0/pfs_kpi.md --> # View Appointment KPIs on the Gantt Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key Performance Indicator) bar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The KPI bar includes five indicators and can be found in the top-right corner of the Gantt. ![KPI](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_kpi.png) The indicators are, from left to right: - Total scheduled time (workload) of all loaded service territories - Average travel time per service appointment of all service appointments shown on the Gantt - Number of completed service appointments out of all service appointments shown on the Gantt - Number of service appointments on the Gantt with rule violations - Number of service appointments on the Gantt that are In Jeopardy <!-- document id=e4a92535cb6dabd0a94174c4a3f3a185bad3358a45182179a3c4d90836180dbb url=/admin/current/en-us/service/264-0-0/console2_most_recent.md --> # View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or recently used in a console without having to search Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note With Summer ’15, Most Recent Tabs was renamed History and bookmarks were added to it to give you a more streamlined experience for finding and retrieving tabs. These features aren’t available in Internet Explorer® 7 and 8. 1. To view any bookmarked or recently used primary tabs, click **History** in the console’s footer. 2. Click the **Bookmarks** or **Recent Tabs** column and select a tab. You can get each tab’s URL to send it to another user, or remove bookmarks and clear recently used tabs to start from scratch. Next to each recent tab, you can access up to ten subtabs when they’re available. Items that don’t display as tabs, such as meeting request overlays, don’t display in the History footer. #### See Also - [Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_tabs_primary_subtab.htm&release=264.0.0&type=5 "Learn how you can get the most out of working with a console’s primary tabs and subtabs.") - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=8d9acc244cb8ac2cea127bc5af51220e946fab117b1acc7480f0e4636d3cd6bf url=/admin/current/en-us/service/264-0-0/bots_service_setup_analytics.md --> # View Bot Performance with CRM Analytics Use the Einstein Bots Value managed package to quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. The dashboard uses your chat data and bot performance metrics, plus cost information specific to your organization (for example, cost per service rep per hour), to let you measure your bot’s value against your organization’s business objectives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a> for Einstein Bots.</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p style="margin-bottom:0;">Service Analytics is available with CRM Analytics, which is available for an extra cost in <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions. Also available in <strong>Developer</strong> Edition.</p> </td> </tr> </tbody> </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39644e78">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">To use CRM Analytics:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">Access Service Cloud Analytics Templates and Apps</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">To use Analytics templated apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">Use CRM Analytics Templated Apps</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 ">To create and manage Analytics apps:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39644e78 "> <p>Manage CRM Analytics Templated Apps</p> <p style="margin-bottom:0;">Edit CRM Analytics Dataflows</p> </td> </tr> </tbody> </table> 1. [Download the Einstein Bots Value dashboard template from _AppExchange_.](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000QsbTcEAJ) 2. To create the app, from the App Launcher, select **Analytics Studio**. 3. Click **Create**, and then select **App**. 4. Search for and select the **Einstein Bots Value** dashboard app template. 5. Complete the setup wizard to customize the app with cost information from your organization. #### See Also - [Service Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_app_service_wave.htm&type=5&language=en_US) <!-- document id=37d165f867d393ce78d379ab381c1626e40961dc4616702f64c829c12d72fe1a url=/admin/current/en-us/service/264-0-0/cases_view.md --> # View Case Lists The cases list view page displays a list of cases in your current view. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d155986e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155986e55 ">To view case lists:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155986e55 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155986e55 ">To create cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155986e55 ">Create on cases</td> </tr> </tbody> </table> To show a filtered list of items, select a predefined list from the View drop-down list, or click **Create New View** to define your own custom views.To edit or delete any view you created, select it from the View drop-down list and click **Edit**. If the Salesforce console is set up, view case lists by selecting Cases from the navigator tab (if Cases is available). - Click **Edit** or **Del** to edit or delete a case. - Click **New Case** or select **Case** from the Create New dropdown list in the sidebar to create a case. - Select the box next to one or more cases and then use the buttons at the top of the view to close the cases, take ownership of them, or change the case status or owner. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Cases with a red arrow have been automatically escalated via your organization’s escalation rules. ## Taking Ownership of Cases To take ownership of cases in a queue, view the queue list view, check the box next to one or more cases, and then click **Accept**. Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations can grant additional access to cases beyond what the sharing model allows. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The org-wide sharing model for an object determines the access users have to that object’s records in queues: Public Read/Write/Transfer Users can view and take ownership of records from any queue. Public Read/Write or Public Read Only Users can view any queue but only take ownership of records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member. Private Users can only view and accept records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member. Regardless of the sharing model, users must have the “Edit” permission to take ownership of records in queues of which they’re a member. Salesforce admins, users with the “Modify All Records” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue. #### See Also - [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.") - [Guidelines for Working with Cases](https://help.salesforce.com/s/articleView?id=service.cases_edit.htm&release=264.0.0&type=5 "A case is a customer question or feedback, and the customizations and features set up by your admin determine the fields and related lists you see on a case. Learn how you can get the most out of working with cases.") <!-- document id=2b7c90db26f32396efc5928773a7166d76b91dc79775c676bfcc9a75c1b2b3f6 url=/admin/current/en-us/service/264-0-0/live_agent_view_customer_records.md --> # View Customer Records in the Salesforce Console Salesforce automatically creates some records when a chat ends. These records store information about chat customers and their interactions with agents. View these records in the console in Salesforce Classic. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d8852e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8852e56 ">To view customer records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8852e56 ">Read on the record type</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d8852e56 ">For agents to use Chat:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d8852e56 ">API Enabled administrative permission</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). These records are mostly used internally to provide an audit trail about your customers and their chats with agents. However, you can access these records yourself if you ever need them. To access customer records in the Salesforce console, select the type of record you want to view from the Salesforce console navigation list. A list of those records will appear in the main window. There are a few different types of records you can view in the Salesforce console. Read on to learn more about them. - **[Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5)** Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers. - **[Chat Visitor Records](https://help.salesforce.com/s/articleView?id=service.live_agent_visitor_records.htm&release=264.0.0&type=5)** Every time an agent chats with a customer, Salesforce automatically creates a visitor record that identifies the customer’s computer. - **[Chat Transcripts](https://help.salesforce.com/s/articleView?id=service.live_agent_chat_transcripts.htm&release=264.0.0&type=5)** A chat transcript is a record of a chat between a customer and an agent. Salesforce automatically creates a transcript for each chat session. <!-- document id=677d4f000ffd283f75d1945ac89fd23eabb0cb28f3a8a2c750ba0ab21b542686 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_view_impacted.md --> # View Customers Impacted by an Incident or Change Request Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97773e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97773e74 ">To view customers impacted by an incident or change request:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97773e74 ">IT Fulfiller permission set</td> </tr> </tbody> </table> If your org uses a Configuration Management Database (CMDB), affected configuration items on an incident or change request populate the impacted accounts, contacts, and assets. For incidents, related cases can populate impacted accounts and contacts even without a CMDB, but not impacted assets. To associate affected configuration items with an incident or change request, follow the steps in [Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption."). 1. Open the incident or change request. 2. On the **Details** tab, review the available customer-impact count fields. **Impacted Account Count** shows the number of accounts the record affects. For incidents, **Linked Case Count** shows the number of related cases. 3. Click the **Related** tab, and review the impacted accounts, contacts, and assets. The **Impacted Accounts**, **Impacted Contacts**, and **Impacted Assets** related lists show the accounts, contacts, and assets that depend on the affected configuration items. <!-- document id=664a3469f9dccd64ad90a13f1a5e0270c52c32daee881596f75190d1790c06ef url=/admin/current/en-us/service/264-0-0/es_view_team_employee_enablement_programs.md --> # View Employee Enablement Programs of Direct Reports View the progress of your direct reports in enrolled employee enablement programs to provide support and ensure completion. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d121593e40">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d121593e40 ">To take employee enablement programs in Employee Portal:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d121593e40 "> <p>Take Partner Enablement Programs </p> <p>AND</p> <p style="margin-bottom:0;">Employee Hub for Community Users</p> </td> </tr> </tbody> </table> 1. In Employee Portal, click the **Enablement Programs** tab. 2. To see the employee enablement programs your direct reports are enrolled in, click the **Team Enablement Programs** sub-tab . The Team Enablement Programs sub-tab is available if you have direct reports. 3. To view a direct report's progress in enrolled employee enablement programs, select a direct report from the Employee Name dropdown list. The dropdown list shows only 10 direct reportees. By default, the page shows the progress information for the first direct report in the Employee Name dropdown list. The information includes program name, description, due date, and percentage completion. To view specific details, filter the programs by completion status or enrollment type. <!-- document id=1bc9ce815ac6a9b8875c048c5b68880c0917e6dbff610eb65a11f76fd1f10b36 url=/admin/current/en-us/service/264-0-0/es_view_imported_employee_records.md --> # View Employee Records Imported from Workday View the details of the employees, including their contact information and reporting manager, in Salesforce after you import them from Workday. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d45695e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d45695e55 ">To view imported employee records:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d45695e55 "> <p style="margin-bottom:0;">Salesforce Administrator profile with SvcCloudEmpHubHrAddOn license</p> </td> </tr> </tbody> </table> 1. From the App Launcher, find and select **Employee**. The list of all the imported employee records appears. 2. To view the details of an employee, click an employee record. 3. To view the reporting manager of an employee, go to the Person Account for the employee and review the Reports To field. <!-- document id=00782e541e1591dd7c55b15c0fe1a96844f7ffbc56f2df2ab4e3d2331c71b3ed url=/admin/current/en-us/service/264-0-0/knowledge_view_feedback_response_data.md --> # View Feedback Response Data The Knowledge Article Feedback page shows a list view of all feedback responses received on your knowledge articles, providing a consolidated overview of all feedback in one place. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’ve granted View All Records permission on the Knowledge Article Feedback object, make sure that you’ve set the organization-wide default for the User object to Public Read Only in Sharing Settings in Setup. When User sharing is set to Private, non-admin users can’t view the feedback responses. You can filter what you want to see on the Knowledge Article Feedback page to fit your needs. For example, you can filter on feedback that is new, assigned to you, or associated with a particular article. Use the quick actions to view‌, edit, or delete a feedback response. ![The Knowledge Article Feedback page showing the quick actions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_article_feedback_response.png) <!-- document id=4feeb987fb33c09c16a8a2c212b6041cb315f182198521ab458c3397cf7cd4bb url=/admin/current/en-us/service/264-0-0/pfs_view_availability.md --> # View Field Service Resource Utilization To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ A service resource’s utilization is calculated by comparing their total operating hours to the number of hours they’re scheduled to work. Utilization is calculated only for non-capacity-based service resources. ## Calculate Utilization To determine which factors are considered when calculating a resource’s utilization, click the Gantt filter icon and click the **Utilization** tab. Deselect factors that you don’t want to be used in the calculation. When all factors are selected, utilization is calculated using the following equation: _(Service Appointments + Absences + Breaks + Travel Time) / (Overtime Hours + \*Normal Hours\*)_ - SA = Scheduled service appointments - Absences = Resource absences of type Absence - Breaks = Resource absences of type Break - Overtime Hours = Time slots of type Extended in the resource’s operating hours for its primary service territory - Normal Hours = Time slots of type Normal in the resource’s operating hours for its primary service territory For example, if a resource’s operating hours add up to 20 hours per week and they’re scheduled to work 10 hours in a particular week, their average utilization for the week is 50%. When you’re not using Enhanced Scheduling and Optimization, the resource utilization calculation for multiday service appointments factors in the duration of the appointment that’s scheduled for each day. When you’re using Enhanced Scheduling and Optimization, the calculation ignores multiday service appointments altogether. ## View Utilization on the Gantt The Gantt provides a bird’s-eye view of your team’s utilization percentages. To turn on the utilization view, select **Utilization** in the Gantt resolution field in the top-right corner. ![Utilization view](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_utilization.png) From the utilization resource view, you can: - View each resource’s average utilization over the days in the utilization view - View a resource’s utilization for a particular day - Click an event name to view its details - Flag service appointments - Click the date on the vertical axis to switch to the date’s daily view ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Resource absence duration (in a day) longer than the overall working day capacity is shown as 100% utilization. Here’s how to customize the utilization display settings. Change the number of days in the utilization view The utilization view can show 1–31 days. To switch from the default of 31 days, click the Gantt filter icon, then click **Utilization** and enter your preferred number of days (1). Each resource’s Average Utilization (2), shown beneath their name in the resource list, is an average of their daily utilization percentage across the days shown in the utilization view. Sort the resource list by average utilization Sorting resources by their average utilization helps you identify which resources need more or fewer appointments. Click the Gantt filter icon, then click **Resources**. In the Sort by field, select **Average Utilization**. Customize the utilization-based color code Resources in the resource list are shown in green, yellow, or red depending on their utilization percentage. To define the limits for these three colors, from the App Launcher, find and open the **Field Service Admin** app. Click **Field Service Settings** | **Dispatcher Console UI** | **Gantt Configurations**. Under **Utilization Views**, enter the number of hours that indicate High Utilization (default: 150), Medium Utilization (default: 100), and Extensive Travel (default: 33). In the utilization view: - Resources whose schedules are below Medium Utilization appear in green. - Resources whose schedules are between High and Medium Utilization appear in yellow. - Resources whose schedules are above High Utilization appear in red. - Resources whose percentage of travel is larger than the value you specify are considered Extensive Travel candidates, and appear with an automobile icon. Show each territory’s average daily utilization Control when utilization information is shown for territories on the Gantt. From the App Launcher, find and open the **Field Service Admin** app, and then click **Field Service Settings** | **Dispatcher Console UI** | **Gantt Configurations**. Select **Show utilization on the Gantt** to show each territory's average daily utilization on the Gantt for all Gantt resolutions. If this option isn't selected, utilization information is shown only when the Gantt resolution is set to Utilization. If a service resource is capacity-based with a defined capacity, their utilization percentage isn’t shown in the Gantt. However, their row in the Gantt displays an icon that shows how close they’re to reaching their capacity. ![Capacity indicator](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_capacity_tracker.png) #### See Also - [Fill Schedule Gaps in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_fill_schedule.htm&release=264.0.0&type=5 "Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule.") - [Set Custom Permissions for Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_custom_permissions.htm&type=5&language=en_US) <!-- document id=3de8e1eb5a0241a006c0f665697f0a068b467977fa3dc72b464f74eb0fd8e9e7 url=/admin/current/en-us/service/264-0-0/workforce_engagement_view_adherence.md --> # View Historical Adherence Metrics Discover how your schedules compare with how agents actually spent their time. To improve scheduling accuracy going forward, view the historical adherence dashboard. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23461e60">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23461e60 ">To view historical adherence metrics: </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23461e60 ">Workforce Engagement Planner permission set</td> </tr> </tbody> </table> When your Salesforce admin turns on historical adherence, we analyze past schedules and how agents have spent working time. Historical adherence considers up to 365 days of past data. After we complete this analysis, you can view the adherence dashboard. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note If an agent is assigned shifts with same start and end times but under different service territories or job profiles, we can't calculate historical adherence and show the dashboard. 1. From the App Launcher, click **Historical Adherence**. If you don’t see data right away, refresh the page, or return later. It can take some time to process historical data when your admin turns on this feature. 2. Select criteria to adjust the view. You can filter metrics by time intervals, service territories, and job profiles. You can also view data about each agent's time use if your admin enabled this option. ![The historical adherence dashboard shows metrics that compare schedules versus time use.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/workforce_engagement/wem_adherence.png) We sync data hourly for the adherence dashboard. If you make changes such as renaming agents or job profiles, check back and refresh the dashboard to see the updated names. <!-- document id=d38533354b3692e57b98f2769701364530e35b91af740528945e9ea919d765be url=/admin/current/en-us/service/264-0-0/ideas_view.md --> # View Ideas Learn the different ways to view Ideas in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26284e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26284e54 ">Edit on ideas</td> </tr> </tbody> </table> ## Access the Ideas Tab in Salesforce In Salesforce, the Ideas tab is available by default in the Community app. You can select this app from the Lightning Platform app menu in the top-right corner of any Salesforce page. Your administrator may have customized your profile to also display the Ideas tab in other apps. Also, your administrator may have renamed the Ideas tab to an alternate tab name. Click **Tab** to display the Ideas tab. Click **List** to toggle back to the list view. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_tip.png) Tip The Zone list at the top of the Ideas tab lists all the available zones, and each zone contains its own unique group of ideas. ## Access the Ideas Tab in an Experience Cloud Site If your organization created an Experience Cloud site, your administrator can display the Ideas tab in the site. Add the Ideas tab to the list of selected tabs during site setup. ## Access the Ideas Tab in a Portal If your organization has portal users who have access to a Customer Portal or partner portal, your portal's administrator can display the Ideas tab on either type of portal. The ideas that display in a portal are either created through a portal or are created internally in Salesforce and published for display in a portal. ## Browse Popular Ideas On the Popular Ideas subtab, ideas are sorted by an internal calculation that reflects the age of an idea's positive votes. Regardless of an idea's static total number of points, ideas with newer positive votes display higher on the page than ideas with older positive votes. Displaying in this way lets you browse ideas that have most recently gained popularity. Less precedence is given to long-established ideas that were positively voted on in the past. ## Browse Recent Ideas The Recent Ideas subtab lists the ideas that have most recently been submitted. Newer ideas display ahead of older ideas. ## Browse Top Ideas of All Time The Top All-Time subtab lists the ideas with the most points. The Top All-Time subtab and the Popular Ideas subtab show different data. The Top All-Time subtab displays the top ideas of all time by number of points. The Popular Ideas subtab uses an algorithm to display the ideas that have received the most recent positive votes. ## View Ideas by Category Categories are administrator-defined values that help organize ideas into logical subgroups within a zone. The View Category dropdown list on the Ideas tab lets users filter ideas by category, and the Categories picklist on the Post Ideas page lets users add categories to their ideas. To browse ideas by category, select a category from the View Category dropdown list. Alternatively, click the category link at the bottom of the idea description, next to the user who posted the idea. ## View Ideas by Idea Themes You can view all ideas that are posted to an idea theme. From the detail page, you can manage an idea theme and its related ideas. ## View Ideas by Status An idea's status helps zone members track the progress of the idea. For example, “Under Review”, “Reviewed”, “Coming Soon”, and “Now Available” are common status values an administrator can define and assign to ideas. An idea's status appears next to the idea's title for all zone members to see. To view all ideas of a particular status, go to the Ideas tab and select a value from the Status dropdown list. Alternatively, click the status link next to an idea to view all ideas in the zone with that status. ## Browse Ideas in Other Zones Administrators can create multiple zones, with each zone having its own unique list of ideas. For this reason, it’s important to verify you’re viewing the correct zone when browsing ideas. To browse ideas in a specific zone, select a zone from the list of zones at the top of the page. ## View the Details of an Idea Click the title of an idea to open the idea’s detail page. If you’re an administrator, the detail page lets you edit, delete, and merge ideas. The idea’s detail page includes the following sections: - The idea’s details, including its full text and number of points - The related idea theme and the zone to which it belongs - All comments that have been submitted for the idea - An area for adding a comment - A list of the last 100 users who have voted for (promoted or demoted) the idea, sorted left to right from most recent vote to oldest vote #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [Vote on Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_vote.htm&release=264.0.0&type=5 "Promote or demote ideas to change their score.") - [Comment on Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_comment.htm&release=264.0.0&type=5 "Comments are plain text responses to posted ideas that enable discussions about the ideas.") - [Post and Edit Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") <!-- document id=7afcc6b3a7421a4048154711edde1d0e386dd036cf1b27b815dbe9e94f97b515 url=/admin/current/en-us/service/264-0-0/mfs_knowledge.md --> # View Knowledge Articles in the Field Service Mobile App Knowledge articles can be attached to work orders, work order line items, and work types to share product specs, instructions, and guidelines with your team. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Letting App Users View Knowledge Articles To let Field Service mobile app users view knowledge articles: - Ensure you have Salesforce Knowledge set up in your org. - Add the Articles related list to work order and work order line item page layouts. ## Viewing Articles in the App To view the Articles related list on a work order, tap **Related** in the work order carousel. Tap the name of an article to view it. The Knowledge card in the work order overview screen also shows articles attached to the work order or work order line item. ## Limitations - (iOS only) If images in knowledge articles are hosted outside of Salesforce, they display normally. Images uploaded to Salesforce don’t load correctly. As an alternative, we recommend using an image link that users can open themselves. You can avoid this issue by selecting the option to use POST requests for cross-domain sessions. Find this option on the **Session Settings** page in Setup. - (iOS only) Some knowledge articles of supported UI languages, such as Japanese, don't show in the Field Service mobile app. - (Android only) The Knowledge Article action isn’t visible on the Work Order Overview screen. View knowledge articles using the related list. - (Android only) In Knowledge Article details, field names such as Title don’t display on Android devices. - If a device is running in any of Salesforce’s 26 supported languages, the app automatically translates knowledge articles to that language. If the device isn’t running in a supported language, no knowledge articles are shown. - Settings for optimized images are supported in files uploaded in mobile flows, but aren’t applied to images uploaded in the Chatter Feed. - (iOS only) If a knowledge article is updated on desktop, users must log out and log back into the Field Service mobile app to see the changes. #### See Also - [Salesforce Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_whatis.htm&type=5&language=en_US) - [Customize Work Order Settings for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_wo_settings.htm&release=264.0.0&type=5 "To control how your team works with work orders and work types, customize page layouts and assign user permissions.") - [Set Up Knowledge for Work Orders](https://help.salesforce.com/s/articleView?id=service.fs_work_order_knowledge.htm&release=264.0.0&type=5 "Attach knowledge articles to Field Service work orders, work order line items, and work types to share guidelines and specs with mobile workers in the field. Learn how to customize page layouts to let your team view or manage attached articles, also known as linked articles.") - [Attach Knowledge Articles to Work Orders or Work Types](https://help.salesforce.com/s/articleView?id=service.fs_attach_articles.htm&release=264.0.0&type=5 "Interact with knowledge articles on Field Service work orders, work order line items, and work types.") <!-- document id=674668df66981109e42c60feb34b344a1bdd4650c161280e44d6102e7d16a7bb url=/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_view_wallet.md --> # View Managed Assets in Digital Wallet Track your managed hardware asset count over a specific time frame to monitor consumption and make sure that billing scales with operational needs. Use these metrics to compare current usage against a purchased entitlement and identify inventory spikes that affect your high water mark. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81947e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81947e72 ">To view consumption</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81947e72 "><strong>View Consumption</strong></td> </tr> </tbody> </table> Hardware Asset Management uses a high water mark billing model. Your credit consumption is determined based on the highest number of managed assets in the system during the billing period 1. From **App Launcher**, find and select **Digital Wallet**. 2. In Consumption Cards, select the **Hardware Asset Management** card. - **IT Hardware Assets Consumed** shows your peak asset count for the period. - **IT Hardware Assets Remaining** indicates the capacity left before you reach your entitlement limit. 3. Click **View Consumption Details** to view the number of managed assets for each day in the selected time frame. - Review daily snapshots to identify spikes in inventory from activities like bulk imports. - Verify that active usage counts no longer include disposed assets. See Also: - [About Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US) - [Digital Wallet-Enabled Consumption-Based Products](https://help.salesforce.com/s/articleView?id=xcloud.wallet_enabled_products_rate_cards.htm&type=5&language=en_US) #### See Also - [About Digital Wallet](https://help.salesforce.com/s/articleView?id=xcloud.wallet_about.htm&type=5&language=en_US) - [Enabled Products and Rate Cards](https://help.salesforce.com/s/articleView?id=xcloud.wallet_enabled_products_rate_cards.htm&type=5&language=en_US) <!-- document id=fdf01b19268c1e918bc42e9eb6635816fa51bd5f5ab2946d983379b7ff5905d3 url=/admin/current/en-us/service/264-0-0/pfs_bundling_modify.md --> # View or Modify a Field Service Bundle To view, remove, or modify appointments that are members of a bundle appointment, access the details of a bundle from the appointment list in the Field Service Classic Dispatch Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d161572e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161572e72 ">To manage bundles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161572e72 ">Field Service Dispatcher</td> </tr> </tbody> </table> 1. To go to the Field Service Classic Dispatch Console, click the **Field Service** tab. 2. To identify bundle appointments on the Gantt, look for a package icon near the appointment in the appointment list or on resource schedules. 3. From the appointment list or the Gantt, select a service appointment, and click **Edit**. 4. Open the **BUNDLE** tab. If this service appointment is a bundle appointment, the BUNDLE tab lists all the bundle member service appointments. ![Bundle tab for a bundle service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundling_bundle_tab.png) If this service appointment is a bundle member, the BUNDLE tab shows the details of the bundle service appointment and lists the additional bundle member service appointments. ![Bundle tab for a bundle member service appointment](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_bundling_bundle_tab_bundle_member.png) 5. To change the details, click **Edit**. You can only schedule a bundle service appointment, not a bundle member service appointment. Therefore, in the SERVICE APPOINTMENT tab of a bundle member service appointment, you can’t edit the start and end times or change the status to Scheduled. 6. To remove a bundle member, click **Remove**, or select multiple bundle members and click **Remove Members**. If the bundle is pinned, you can’t remove bundle members. If you need to change bundle member service appointments, we recommend that you unbundle the Bundle appointment, edit the service appointments that were bundle members, and then rebundle the appointments. Bundling again allows backend logic and calculations to rerun so that the Bundle appointment is created with the correct duration and skill requirements, defined by appointment bundle aggregations. Bundle members in the Canceled status and bundle members that are part of a complex work chain are automatically removed from the bundle. If you want the status of the removed bundle members to remain Canceled, in the Appointment Bundle Config, take both of these actions: - Bundle Statuses to Propagate—If the list is empty, leave it empty. If statuses are already in the list, add the Canceled status. - Bundle Member Statuses not to be Propagated—Add the Canceled status to the list. #### See Also - [Create an Appointment Bundle Config](https://help.salesforce.com/s/articleView?id=service.fs_set_up_bundling_bundle_config_policy.htm&release=264.0.0&type=5 "Use the default configuration, or edit it to determine the status behavior when bundling and unbundling service appointments. These configuration settings apply to all your bundles.") <!-- document id=059b1b3f5744cb1e34ba40570a9df6880f8849a533729342dbe0dd50d7a08c07 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_open_policy_msword.md --> # View Policy Documents in Microsoft Word for IT Compliance Open your policy records in Microsoft Word to draft and refine content using familiar word-processing tools. The Salesforce Policy Connector ensures you are editing the latest version and synchronizes your changes back to Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d52723e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52723e74 ">To open a Policy in Microsoft Word:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52723e74 "> <p>Compliance Admin permission set</p> <p>OR</p> <p style="margin-bottom:0;">IT Compliance AI Admin permission set</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d52723e74 ">To access Smart Policy Authoring tools:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d52723e74 ">IT Compliance AI Admin permission set</td> </tr> </tbody> </table> The Salesforce Policy Connector must be installed in Microsoft Word. See [Configure Microsoft 365 Integration for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_o365_guided_setup.htm&release=264.0.0&type=5 "Configure the link between Salesforce, Microsoft Azure, and SharePoint to enable policy authoring in Microsoft Word. This guided setup serializes the setup process so you can enable everything sequentially, from credentials to external document storage without any errors."). To edit a policy or clause version in Word, the record must be in Draft, Review, or Pending Approval status. Published, Active, or Retired records are read-only. 1. From the App Launcher, find and select **IT Compliance**, and then select **Compliance Policy Versions**. 2. Open the Compliance Policy version you want to edit in Microsoft Word. 3. Click **Open Document in M365** from a Compliance Policy record to open the policy in Microsoft Word. 4. Alternatively, open a policy using Smart Policy Authoring tools. 1. From a Compliance Policy record, click **Smart Policy Authoring**. 2. Select **Collaborate on Microsoft 365**. 3. Select the policy version you want to open. 4. Click **Got It**. The policy will open in Microsoft Word in a new tab. 5. In the Microsoft Word window, click the **More Options** tab and select **Salesforce Policy Connector for Microsoft Word**. The Salesforce add-in will load in the side panel. 6. Review the following document metadata. - Confirm you're editing the correct policy and policy version. - Confirm that the Policy is in the correct status to be editable. - View the timestamp of the last successful sync with Salesforce. 7. To pull the latest updates from Salesforce into your Word document, click **Refresh**. <!-- document id=d95f6407afd9e857fe9cdc58436662b60f85f64a66d8f4a1f52d85f0a6c67030 url=/admin/current/en-us/service/264-0-0/afcc_sv_view_reports.md --> # View Prebuilt Reports and Dashboards Supervisors can access historical insights via the Reports tab in the Command Center for Service. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Use a supervisor configuration to set which Command Center for Service tabs are visible, their order, and add custom tabs. You can set up a separate supervisor configuration for each group of supervisors. To change what supervisors see in the Command Center for Service, follow the [instructions here](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&type=5&language=en_US). 1. With both dashboards and reports installed successfully, open **Command Center for Service**. 2. The Reports tab provides a consolidated view of the installed dashboards and reports under these multiple subtabs: 1. Omni-Channel 2. Cases 3. Voice: Switch among dashboards for Voice and Service Rep, IVR, and Agentforce Voice. Alternatively, you can also access the installed reports via Service Cloud Reports and Dashboards. 3. Open the Service Console in Lightning Experience. 4. In the navigation menu, select **Reports** or **Dashboards**. 5. You can find the prebuilt reports and dashboards in the Service Cloud Reports and Service Cloud Dashboards folders. 6. Select the report or dashboard you want to view. The selected report or dashboard opens, providing you with the relevant data and insights. - **[Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.afcc_sv_prebuilt_reports_and_dashboards.htm&release=264.0.0&type=5)** Prebuilt reports and dashboards provide supervisors with historical insights in the Command Center for Service and Service Console into voice activity, queues, and service rep performance. Prebuilt reports and dashboards provide historical insights into voice activity, queues, and service rep performance. Use the available dashboards and reports to review historical metrics and reporting data. <!-- document id=376ace39116e3f75b75a5509317889a25a431f887caf52514df40aab056e802f url=/admin/current/en-us/service/264-0-0/report_service_cloud_view.md --> # View Prebuilt Service Reports and Dashboards Improve the operational efficiency of your contact center with dashboards and reports. Get insights into cases, view rep and queue performance, and track critical KPIs such as average handle time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Before you can access these reports and dashboards, your admin must install them. 1. Open the Service Console in Lightning Experience. 2. In the navigation menu, select **Reports** or **Dashboards**. 3. Open the report or dashboard. You can find them in the Service Cloud Reports and Service Cloud Dashboards folders. 4. Select the one you want to view. The selected report or dashboard opens, providing you with the relevant data and insights. #### See Also - [Service Reporting: Prebuilt Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.omnichannel_install_reports.htm&language=en_US) - [Install the Reports and Dashboards](https://help.salesforce.com/s/articleView?id=service.omnichannel_install_reports.htm&language=en_US) <!-- document id=48918b74a3a641fcf41cb37c45a6d3c43e007871177b47cbda105b54ddf48894 url=/admin/current/en-us/service/264-0-0/csi_view_rti.md --> # View Real-Time Insights See sentiment insights for your cases in real-time so you can take effective action to help your customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited,</strong> and <strong>Developer</strong> Editions with the Customer Experience Intelligence, Service Planner, and Adaptive Experience add-ons</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d5350e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d5350e71 ">To view real-time insights:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d5350e71 "> <p>Data Cloud User</p> <p>AND</p> <p>Access Agentforce Default Agent</p> <p>AND</p> <p style="margin-bottom:0;">Service Planner User</p> </td> </tr> </tbody> </table> Make sure that your admin has added the [Service Assistant widget to Cases](https://help.salesforce.com/s/articleView?id=service.csi_rti_widget.htm&release=264.0.0&type=5 "Configure your org so the Service Assistant widget is available for Cases, Messaging, and Voice."). 1. From Apps, open **Cases**, **Messaging Sessions**, or **Voice**. 2. Open the case, messaging session, or voice call record that you want to view real-time insights for. 3. In the Service Assistant, go to Real-Time Sentiment and view insights. For cases, insights are updated based on the threshold selected for time interval and/or message count. For messaging sessions, insights are updated when any of these conditions is met, whichever occurs first- 5 new messages since the last calculated sentiment, 10 minutes have elapsed since the first message following the last calculated sentiment, or the sum of character counts across all messages (both rep and customer) since the last calculated sentiment is ≥ 500 characters. ![See real-time insights in the Service Assistant widget.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-customer_experience_intelligence-264-0-0-production-enus/c8361df6-3338-41b6-9b03-2373fb35efd7/customer_experience_intelligence/images/csi_view_insights.png) 4. Every time the sentiment for the case changes, you and your supervisor get an in-app notification. <!-- document id=ef4f778c168a574aac27820e4ae94831b2a75dab9ddf6e7b498543ec7bc25d5c url=/admin/current/en-us/service/264-0-0/omnichannel_open_realtime_metrics_report.md --> # View Real-Time Metrics about Your Amazon Connect Contact Center To get the latest metrics about your contact center, open Amazon Connect’s Real-Time Metrics dashboard directly from Command Center for Service. The dashboard shows key metrics such as the reps online, handled and abandoned calls, and more. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d110807e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110807e72 ">To set up the View Amazon Real-Time Metrics button.</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110807e72 ">Salesforce Voice Contact Center Admin</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d110807e72 ">To view the View Amazon Real-Time Metrics button.</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d110807e72 ">Assign User’s Profile to Supervisor Configuration Settings</td> </tr> </tbody> </table> Add the AWS Dashboard action to Command Center for Service tabs. 1. Open Command Center for Service. 2. From any tab, click **View Amazon Real-Time Metrics**. ![The View Real-Time Metrics button on Command Center for Service opens the Amazon Connect report.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/omnichannel_voice_dashboard_link.png) #### See Also - [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&type=5&language=en_US) <!-- document id=ccf2478b33b450042321fca38d487839b1120084fa778cd7910288f94208ab53 url=/admin/current/en-us/service/264-0-0/hr_svc_view_sal_tot_rwds.md --> # View Salary And Total Rewards Action Retrieves the logged-in employee's total rewards breakdown, including base annual salary and bonus pay component details, from the connected HCM (Paychex). This action only returns the logged-in employee's own compensation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d57238e55">User Permissions Needed</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d57238e58"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57238e55 ">To build and manage Service Agents:</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d57238e58 "> <p dir="ltr">Manage Agentforce Service Agents AND Manage AI Agents</p> <p dir="ltr">OR</p> <p style="margin-bottom:0;" dir="ltr">Customize Application</p> </td> </tr> </tbody> </table> ## Action Details To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col> <col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">ViewSalaryAndTotalRewards</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Standard</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">View Salary And Total Rewards</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Inputs</td><td class="slds-cell-wrap" style="vertical-align:top;">NA</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Outputs</td><td class="slds-cell-wrap" style="vertical-align:top;">Status, Annual Salary, Bonus Details</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr></tbody></table> ## Examples of Utterances that Trigger This Action - "Show me my total rewards." - "What's my annual salary and bonus?" - "Break down my compensation for me." <!-- document id=1b84a07308c5697851c36e9cc6e47989240479050774fd15ecd469c85159c736 url=/admin/current/en-us/service/264-0-0/afcc_sv_view_scorecards_and_ai_confidence_scores.md --> # View Scorecards & AI Confidence Scores When the interaction completes, automated scorecards appear in the Quality Management component on the record page: ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table> - Evaluation Type: Displays Automated Evaluation, Manual Evaluation, or Overridden Evaluation. - AI Confidence Score: Indicates the model's confidence in its scoring: - 90% and above: High accuracy; no review required. - 70% to 89%: Acceptable score; optional review. - Below 70%: Requires manual review and re-evaluation by a Quality Analyst. - Editing Assessments: Quality analysts can edit assessments to override automated scores when necessary. <!-- document id=96fa5b42ae326c5fbca351182ed44ce46c3e7e196dbb9a929f7069b3877a0a29 url=/admin/current/en-us/service/264-0-0/pfs_service_crews_dispatcher_console.md --> # View Service Crews on the Gantt Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Show One Crew In the resource list, click **Show Crew** on a service resource of type Crew to leave only the Crew and its members on the Gantt and hide other resources. Click **Hide Crew View** to return to the regular display. ![Show Crew action](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_show_crew.png) The Gantt displays each service crew member’s Gantt Label value. If the field is blank on a service crew member record, it defaults to the service crew name + “Crew Member.” For example, Alpha Team Crew Member. ## Show or Hide Crews To customize the way crews are shown on the Gantt, click the Gantt filter icon. Click the **Resources** tab, and then select one of the following values in the Crews filtering field. ![Crews filtering field](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_filters.png) - **Show all:** Do not filter based on crew properties. - **Hide Service Crew Members:** Show only service resources of type Crew and service resources of type Technician who are not allocated to crews in the time frame open on the Gantt. - **Show Crews and their Service Crew Members:** Show only service resources of type Crew and service resources of type Technician who are allocated to those crews in the time frame open on the Gantt. - **Show only Crews:** Show only service resources of type Crew. - **Hide Crews and Service Crew Members:** Show only service resources of type Technician that are not allocated to a crew in the time frame open on the Gantt. ## Customize Crew Color Optionally, display a service crew in a particular color on the Gantt by entering a hex code in the Gantt Color field on the crew. For example, set the Gantt color to green (#008000) for all service crews that use a company vehicle. Crews without a defined Gantt color appear in purple. Here, we’ve entered #ff0000 in the Gantt Color field for the Vipers crew, and haven’t specified a color for the Diamondbacks crew. ![Crew color](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_crew_color.png) #### See Also - [Considerations for Scheduling Service Crews](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_considerations.htm&release=264.0.0&type=5 "Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling.") - [Create Service Crews for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_crews.htm&release=264.0.0&type=5 "Set up teams who can be assigned to field service appointments as a unit. A service crew is a group of service resources whose combined skills and experience make them a good fit to work together on appointments. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician.") - [Service Crew Fields](https://help.salesforce.com/s/articleView?id=service.fs_crew_fields.htm&release=264.0.0&type=5 "Service crews and service crew members have the following fields. Depending on your page layout and field-level security settings, you may not be able to view or update some of them.") - [Set Up Crew Management](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_crew_management.htm&release=264.0.0&type=5 "Give Field Service admins and dispatchers access to a drag-and-drop service crew management tool where they can easily create service crews and update service crew membership.") - [Manage Field Service Crew Membership](https://help.salesforce.com/s/articleView?id=service.pfs_manage_crews.htm&release=264.0.0&type=5 "Efficiently manage your service crews to accommodate a fast-changing field service schedule. Create crews, find and add members with the right skills, adjust membership dates to match appointment times, and view all crews’ schedules and members in one place.") <!-- document id=a0472a0aac687c5d2cdc02b17184729031f6097c65970ce5958fe110799634e0 url=/admin/current/en-us/service/264-0-0/sol_view.md --> # View Solution Lists The Solutions list page displays a list of solutions in your current view. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11348e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">To view solution lists:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">Read on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">To create solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">Create on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">To change solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">Edit on solutions</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">To delete solutions:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11348e55 ">Delete on solutions</td> </tr> </tbody> </table> To show a filtered list of items, select a predefined list from the View drop-down list, or click **Create New View** to define your own custom views. To edit or delete any view you created, select it from the View drop-down list and click **Edit**. - Click a solution title to view the detail. Click **Edit** or **Del** to change the solution of move it to the Recycle Bin. - If Chatter is enabled, click the plus button or X to follow or stop following a solution in your Chatter feed. - Click **New Solution** or select **Solution** from the Create New drop-down list in the sidebar to create a solution. #### See Also - [Track Solutions to Service Issues](https://help.salesforce.com/s/articleView?id=service.sol_def.htm&release=264.0.0&type=5 "A solution is a detailed description of a customer issue and the resolution of that issue. Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions, and publish them in a Self-Service portal.") <!-- document id=f2c402616d500d1d831923456ba24dce70fbe6d43c59b383d2a4102b09657593 url=/admin/current/en-us/service/264-0-0/security_phc_admin.md --> # View the Administrative and User Permissions Report for Portal Users User permissions are powerful, as they expand users' access to data. It's important to use caution when setting permissions for a profile. Use the Administrative and User Permissions report—one of the portal health check reports—to see portal profiles and their critical permission settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d38019e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d38019e54 "> <span id="security_phc_admin__ToRunPHC"><a name="security_phc_admin__ToRunPHC"><!-- --></a>To view portal health check reports:</span> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d38019e54 "> <p>Customize Application</p> <p>AND</p> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note This report doesn't show permissions granted through permission sets. Depending on your organization's settings, some permissions won’t appear in the report. For each profile, the report lists the number of portal users assigned to it and the following permission settings: - Delegated External User Administrator - Send Email - Convert Leads - Edit Events - Edit Opportunity Product Sales Price - Edit Tasks - Transfer Cases - Portal Super User - API Enabled - Password Never Expires - Create Libraries - View Content in Portals - Export Reports - Run Reports To view this report: 1. From Setup, enter Portal Health Check in the Quick Find box, then select **Portal Health Check**. 2. Click **Administrative and User Permissions**. From the report page, you can: - View a profile detail page by clicking the profile name. - Show a filtered list of items by selecting a predefined view from the drop-down list. - Return to the list of reports by clicking **Back to list: Portal Health Check Reports**. <!-- document id=ca4de8174d879f423a0bc040ea1a8ffe85c8ed094bf13f66bb5a63a018e694cc url=/admin/current/en-us/service/264-0-0/cases_milestones.md --> # View the Case Milestones The Case Milestones related list on a case detail page displays a list of milestones that automatically apply to the case due to an entitlement process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d126437e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">To view case milestones:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">To edit case milestones:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d126437e55 ">Edit on cases</td> </tr> </tbody> </table> Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Times on cases. Keep the following things in mind when working with the related list. - If no milestones apply to the case, then No records to display appears in the related list. - The related list contains fields that your company has chosen to display based on its business processes. Depending on your company’s requirements, you can see some or all the fields. - Customer Portal users can’t edit case milestones. Action Lists the actions you can perform on the milestone. For example, if you have Edit permission on cases, you can click **Edit** to select the milestone completion date. Milestone The name of a set of steps in an entitlement process that applies to the case. Users with Manage Entitlements permission can click a milestone’s name to view the entitlement process, case criteria, time triggers, and actions associated with it. The following table lists the types of actions associated with milestones: | Action Type | Description | | --- | --- | | ![Success action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/confirm16.png) Success Actions | The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late. | | ![warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/entitlements/warning16.png) Warning Actions | The actions to take when a milestone is near violation. | | ![violation action icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/error16.png) Violation Actions | The actions to take when a milestone is violated. | Administrators can set up milestones to automate the following for each action type: | Workflow Action | What It Does | Example | | --- | --- | --- | | New Task | Create a workflow task | Create a task for a support rep to call a customer when a First Response milestone is violated. | | New Email | Create an email alert | Notify case owners when a First Response milestone on their case is near violation. | | New Field Update | Define a field update | Update the case Priority field to High when a First Response milestone is near violation. | | New Flow | Create an autolaunched flow | Send a Slack notification to support reps when a First Response milestone is near violation. The new flow created via the workflow action is only visible as long as it is associated with the milestone. Once the association is removed the flow is not available for selection again. | | New Outbound Message | Define an outbound message | Send data about parts or services to an external system after a First Response milestone is completed. | | Select Existing Action | Select an existing action | Use an existing email alert to notify a case owner when their case is near violation of a first response. | Start Date The date and time that the milestone tracking started. Target Date The date and time to complete the milestone. Completion Date The date and time the milestone was completed. Target Response Shows the time to complete the milestone. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days. Time Remaining Shows the time that remains before a milestone violation. Automatically calculated to include any business hours on the case. Depending on your company's business requirements, the time can appear in minutes, hours, or days. Elapsed Time Shows the time it took to complete a milestone. Automatically calculated to include any business hours on the case. Elapsed Time is calculated only after the Completion Date field is populated. Depending on your company's business requirements, the time can appear in minutes, hours, or days. Violation Icon (![Milestone violation icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_isviolated.png)) that indicates a milestone violation. Time Since Target Shows the time that has elapsed since a milestone violation. Automatically calculated to include any business hours on the case. You can choose to display the time in days, hours and minutes, or minutes and seconds. Completed Icon (![Milestone complete icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/casemilestone_iscompleted.gif)) that indicates a milestone completion. Because they’re part of a case's history, completed milestones remain on a case even if they're no longer applicable. Business Hours The operating hours for a business. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important The Business Hours field is not available in Lightning Experience. #### See Also - [Case Fields](https://help.salesforce.com/s/articleView?id=service.cases_fields.htm&release=264.0.0&type=5 "Case records contain information about the case progress and its associated records.") <!-- document id=7aa9ff2b9d8a8bfd29bf20a31c1ec2b920d38aa0be5deda9ed79fed3891cf7e5 url=/admin/current/en-us/service/264-0-0/es_employee_enablement_program_analytics.md --> # View the Employee Enablement Program Dashboard and Reports For an Employee Enablement Program in Experience Cloud sites, open the prebuilt dashboard from the Dashboards page or the prebuilt reports from the Reports page. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d180061e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">To view the prebuilt Employee Enablement Program dashboard and reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 "> <p>Design and Deliver Enablement Programs </p> <p>AND</p> <p style="margin-bottom:0;">Sharing access to the <samp class="filepath">Employee Enablement Program Reports</samp> and <samp class="filepath">Employee Enablement Program Dashboards</samp> root folders </p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">To create and customize Employee Enablement Program dashboard:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">Create and Customize Dashboards</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">To create and customize Employee Enablement Program reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">Create and Customize Reports</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">To run Employee Enablement Program reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">Run Reports</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">To view your team’s dashboards:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d180061e59 ">View My Team’s Dashboards</td> </tr> </tbody> </table> If you opt in to the Unified Home experience for analytics, reports and dashboards across Salesforce are aggregated under one Analytics tab. See [Manage Your Reports and Dashboards in Analytics Home](https://help.salesforce.com/s/articleView?id=analytics.analytics_home.htm&type=5&language=en_US) 1. From the App Launcher, go to the appropriate page. - For dashboards, find and select **Dashboards**. - For reports, find and select **Reports**. 2. Select **All Folders**. 3. Navigate to the appropriate subfolder. - For the dashboard, go to **Employee Enablement Program Dashboards**. - For reports, go to **Employee Enablement Program Reports**. 4. Select the dashboard or report. - For the dashboard, select **Employee Enablement Program Dashboard**. - For reports, select the report name you want to open. #### See Also - [Considerations for Employee Enablement Program](https://help.salesforce.com/s/articleView?id=service.es_employee_enablement_program_setup_considerations.htm&language=en_US) - [Refresh the Employee Enablement Program Reports and Dashboard](https://help.salesforce.com/s/articleView?id=service.es_enablement_programs_analytics_refresh.htm&language=en_US) <!-- document id=8e60c58ef7d117b6d7f06d40ef1fe9f1f96a6cb14e11a93c230b39f30ac3ac6e url=/admin/current/en-us/service/264-0-0/es_filter_employee_enablement_program.md --> # View the Employee Enablement Program Dashboard from the Dashboards Page For an Employee Enablement Program in Lightning Experience, you can open the prebuilt dashboard from the Dashboards page. With a few extra steps, filter the dashboard to see analytics for a specific program. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17719e59">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To view the prebuilt Employee Enablement Program dashboard and reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">Design and Deliver Enablement Programs</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To create and customize Employee Enablement Program dashboard:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">Create and Customize Dashboards</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To create and customize Employee Enablement Program reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">Create and Customize Reports</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To manage dynamic dashboards:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">Manage Dynamic Dashboards</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To run Employee Enablement Program reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">Run Reports</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">To view your team’s dashboards:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17719e59 ">View My Team’s Dashboards</td> </tr> </tbody> </table> If you cloned the prebuilt dashboard, you can open the cloned dashboard only from the Dashboards page. If you opt in to the Unified Home experience for analytics, reports and dashboards across Salesforce are aggregated under one Analytics tab. See [Manage Your Reports and Dashboards in Analytics Home](https://help.salesforce.com/s/articleView?id=analytics.analytics_home.htm&type=5&language=en_US) 1. From the App Launcher, find and select **Dashboards**. 2. Select **All Folders**. 3. Select the **Employee Enablement Program Dashboards** folder. 4. Select **Employee Enablement Program Dashboard**. 5. From the dashboard, click **Edit**. 6. Next to Program Name, click the pencil icon. 7. In the Edit Filter window, click **Add Filter Value**. 8. Keep Operator as equals. 9. In the Value field, enter the program name. 10. Click **Apply**, then **Update**. Data for the program now appears in your dashboard. <!-- document id=50617c410df2791af69d6201ff155d9f32ae0718f3a708dec19451c74e45668f url=/admin/current/en-us/service/264-0-0/console_lex_guided_action_history.md --> # View the History of Actions The History tab on the Actions & Recommendations component shows the life cycle of actions for the record. In a handoff, the history can help you identify gaps and what step to take next. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive. </p> </td> </tr> </tbody> </table> Click the **History** tab on the Actions & Recommendations component. The history shows which actions were launched, by which agents, and when each one was started, paused, resumed, and completed. The history shows up to 20 actions at a time. Filter the list to see actions by status. For example, you can set the filter to Completed to see actions that were completed. The filter only applies to the last 200 actions. ![The History tab shows the life cycle of actions.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/guided_engagement_history_224.png) <!-- document id=d6f60b45dd9ebf0f29f4641d317021a02fdee95d3260f9a0358d341698b03b0b url=/admin/current/en-us/service/264-0-0/security_phc_fls.md --> # View the Object Access and Field-Level Security Report for Portal Users Object permissions specify the access that users have to standard and custom objects. It is important to monitor this information for portal user profiles to ensure that portal users have access to only the appropriate objects and fields. The Object Access and Field-Level Security report—one of the portal health check reports—allows you to do just that. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d20972e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d20972e54 "> <span id="security_phc_fls__ToRunPHC"><a name="security_phc_fls__ToRunPHC"><!-- --></a>To view portal health check reports:</span> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d20972e54 "> <p>Customize Application</p> <p>AND</p> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> </tbody> </table> The Object Access and Field-Level Security report shows how many portal profiles can access each standard and custom object in your organization. For each object, it also lists the number of portal users with access, the object access level, and the fields that are visible to those users. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note The Object Access and Field-Level Security report doesn't show permissions granted through permission sets. To view this report: 1. From Setup, enter Portal Health Check in the Quick Find box, then select **Portal Health Check**. 2. Click **Object Access and Field-Level Security**. 3. From the report page, click an object name. On the object detail page, you can: - View a profile detail page by clicking the profile name. - View a profile's field-level security detail page by clicking **visible fields**. - Return to the high-level object access and field-level security report by clicking **Object Access and Field-Level Security**. From both report pages, you can: - Show a filtered list of items by selecting a predefined view from the drop-down list. - Return to the list of reports by clicking **Back to list: Portal Health Check Reports**. <!-- document id=b37a5aab0f0622ba0ad96d3e80ea9ed9045312b433d8f9c11fe524f281bb00dc url=/admin/current/en-us/service/264-0-0/it_srvcs_risk_heat_map.md --> # View the Risk Heat Map The risk heat map plots each risk on a likelihood-by-impact grid, giving leaders and compliance managers an at-a-glance view of where the most severe threats sit and which trends to watch. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> The risk heat map plots every active risk on a likelihood-by-impact grid so your team can spot the most severe threats at a glance, see how risk is distributed across the business, and decide where to focus next. ## What the heat map shows Each risk in your Risk Register appears as a marker on a two-dimensional grid: - The vertical axis represents Likelihood, from low at the bottom to high at the top. - The horizontal axis represents Impact, from low on the left to high on the right. - Each cell is color-coded by severity, with cooler colors for lower-priority risks and warmer colors for the ones that need attention first. The map plots each risk by its current inherent or residual score, so the picture reflects where risks actually sit today, not where they sat when they were first registered. ## What it helps your team do - Spot priorities at a glance. Concentrations of markers in the high-impact, high-likelihood quadrant show where treatment work needs to land first. - Track the effect of treatment. As controls get mapped and treatment plans complete, residual scores drop and risks move toward the lower-priority cells. - Compare across categories or business units. Filtering the heat map by category, owner, or risk scope reveals which parts of the business carry the heaviest risk load. - Communicate with leadership. The grid format is a familiar shape for executive briefings and board materials, so the same view your team uses to plan can go straight into a leadership meeting. ## Where it fits in the risk lifecycle The heat map is a monitor-stage tool. After risks have been registered, scored, mapped to controls, and put under a treatment plan, the heat map gives you the rolled-up view of whether your overall risk posture is moving in the right direction. Drill into a marker to open the underlying risk record and follow up on any evaluation or treatment plan still in motion. <!-- document id=d40171e23128370735acd42b26030b39ea70d9b7774634f07c6286fee746d8c9 url=/admin/current/en-us/service/264-0-0/voice_sentiment_agent_view.md --> # View the Sentiments of a Call Conversation After a call ends, view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. To identify what was said when negative sentiments occur, play the recording at those moments. To turn a negative experience into a positive one, a rep can then follow up with the customer. A supervisor can also coach the rep to improve the way they handle calls. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> 1. Open the voice call. 2. In the Call Audio Player component, view the sentiment of each rep and customer utterance alongside the call recording from a previous conversation.  ![The customer and agent sentiment scores show on the Voice Call record if configured that way.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_call_sentiment_with_marker.png) 3. To hear what was said during the call, play the recording. #### See Also - [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&release=264.0.0&type=5 "To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed.") - [Einstein Conversation Insights](https://help.salesforce.com/s/articleView?id=sales.call_coaching.htm&type=5&language=en_US) <!-- document id=835be320ede8f3b5f8ab62314a146087040f58ad464f049cd79246c814b8406b url=/admin/current/en-us/service/264-0-0/security_phc_owd.md --> # View the Sharing Organization-Wide Defaults Report for Portal Users The Sharing Organization-Wide Defaults report—one of the portal health check reports—lists standard and custom objects and the default access setting for each object. You can use this report to review and edit the organization-wide default settings that expose records to portal users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50.495049504950494%"> <col style="width:49.504950495049506%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22604e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22604e54 ">To view portal health check reports:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22604e54 "> <p>Customize Application</p> <p>AND</p> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22604e54 ">To set default sharing access:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22604e54 ">Manage Sharing</td> </tr> </tbody> </table> Organization-wide default settings specify each object's default access level for users in your organization. If an object's default access level is Public, users with enabled object permissions (“Read,” “Create,” “Edit,” or “Delete”) may be able to access records that they don't own. For example, if the default access setting for the account object is Public Read/Write, then any user with the “Read” permission on the account object can view any account record. When setting organization-wide defaults, you want to make sure you don't let portal users see objects they shouldn't access. 1. From Setup, enter Portal Health Check in the Quick Find box, then select **Portal Health Check**. 2. Click **Sharing Organization-Wide Defaults**. The report lists the default access setting for each object. If an object's default access is Public, Show Details (for calendar), or Use (for price book), portal users with object permissions can access other users' records. In this case, the Security column indicates a weak organization-wide default setting. You can view the specific object permissions granted to portal profiles in the [Object Access and Field-Level Security report](https://help.salesforce.com/s/articleView?id=service.security_phc_fls.htm&release=264.0.0&type=5 "Object permissions specify the access that users have to standard and custom objects. It is important to monitor this information for portal user profiles to ensure that portal users have access to only the appropriate objects and fields. The Object Access and Field-Level Security report—one of the portal health check reports—allows you to do just that."). If the object's default access is Private, Hide Details (for calendar), or No Access (for price book), the Security column indicates a strong organization-wide default setting. Even with a strong organization-wide default setting, portal users may have access to other users' records through exceptions such as sharing rules. If Grant Access Using Hierarchies is checked, any user above a record owner in a territory or role hierarchy can access the owner's records for that object. From the report page, you can: - Change the organization-wide sharing settings for any object by clicking **Edit**, then changing the settings on the Organization-Wide Sharing Defaults Edit page. - Show a filtered list of items by selecting a predefined view from the drop-down list. - Return to the list of reports by clicking **Back to list: Portal Health Check Reports**. <!-- document id=19bfdee0443bdb7b8ad7e9cfae50ad4da14dd313c7de8c4605bd482252e95134 url=/admin/current/en-us/service/264-0-0/security_phc_sharing_rules.md --> # View the Sharing Rules Report for Portal Users The Sharing Rules report—one of the portal health check reports—lists all sharing rules that give portal users access to records they don't own. It shows how many portal users can access records as a result of each sharing rule, and lets you edit access levels for each rule. For some user sets (like groups, roles, and territories), you can drill down to detail pages, and edit, delete, or manage the users in the set. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30164e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30164e54 "> <span>To view portal health check reports:</span> </td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30164e54 "> <p>Customize Application</p> <p>AND</p> <p>Manage Users</p> <p>AND</p> <p style="margin-bottom:0;">Modify All Data</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30164e54 ">To create and edit sharing rules:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30164e54 ">Manage Sharing</td> </tr> </tbody> </table> - The Sharing Rules report doesn't include criteria-based sharing rules. - The Sharing Rules report doesn't check portal users' object permissions. You can view the specific object permissions granted to portal profiles in the Object Access and Field-Level Security report. To view this report: 1. From Setup, enter Portal Health Check in the Quick Find box, then select **Portal Health Check**. 2. Click **Sharing Rules**. The Number of Portal Users Affected column shows the number of portal users who can get access as a result of the sharing rule. This number includes users specified in the rule and, if **Grant Access Using Hierarchies** is enabled for the object, any portal users above them in the role or territory hierarchy. If any users in this set have enabled object permissions (“Read,” “Create,” “Edit,” or “Delete”), they can access records exposed by the rule. From the report page, you can: - Change the access level in a sharing rule by clicking **Edit**, then changing the settings on the sharing rule edit page. - View the details of a user set in a sharing rule by clicking the link in the Owned By or Shared With column. - Show a filtered list of items by selecting a predefined view from the drop-down list. - Return to the list of reports by clicking **Back to list: Portal Health Check Reports**. <!-- document id=fe13c369ac9f321f04632caebe990245eae29b8b7cd4e2761bfc560afd4b117d url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_view_tickets.md --> # View Tickets in Slack for IT Services Fulfillers can now view and manage tickets directly within Slack, enabling them to work and collaborate without the friction of constant context switching. They can perform key actions and manage the entire ticket lifecycle from a single, unified workspace. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Business Challenge Fulfillers face a significant challenge with constant and disruptive context switching. They have to move between Slack, where they collaborate with their team, and a separate portal to perform any action on a ticket. This back-and-forth is highly inefficient and breaks their focus. ## Solution Viewing tickets in Slack allows fulfillers to work from a single pane of glass. - Unified Workspace: Fulfillers can manage the entire lifecycle of a ticket—including changing the status, reassigning it, and adding notes directly from the Slack channel where the discussion is happening. - Increased Efficiency: By eliminating the need to switch between applications for routine tasks, fulfillers can process updates and manage their queue much faster, allowing them to handle a higher volume of work and focus more on problem-solving. ![view tickets in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_view_tickets.png) <!-- document id=92c3b877c990dd904ad9cdee4d9856af0f96fd0e0a50575f9b15251e72418c21 url=/admin/current/en-us/service/264-0-0/afcc_sv_byoc_view_trunk.md --> # View Trunk Details See and edit trunk information. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d9999e63">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d9999e63 ">To manage trunk details:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d9999e63 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> 1. From Setup, use Quick Find to open **Trunks**. 2. Click the trunk you want to view details for. 3. To modify settings, click **Edit**. 4. Save your work. <!-- document id=4bf49b6648cf881435a53ef04e76390f8f7220d82750e0d7d407a83de31ebb67 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_dashboard_avail.md --> # View Workforce Availability in the Work Capacity Dashboard The dashboard includes two reports related to work capacity availability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Total Availability by Day Use the report to: - See how many available hours your workforce has each day in all service territories. - Identify trends and seasonal behavior by analyzing historical availability. - Ensure your workforce has the required work capacity by using future predictions. ![See how many available hours your workforce has each day in all service territories](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_report_1.png) ## Availability by Service Territory Use the report to: - See how many available hours your workforce has in each service territory on specific dates. - Compare the workforce availability across different Service Territories. ![See how many available hours your workforce has in each service territory on specific dates](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_report_2.png) #### See Also - [Build a Dashboard](https://help.salesforce.com/s/articleView?id=analytics.rd_dashboards_build.htm&type=5&language=en_US) <!-- document id=4a144eb23727f8ee5857b5b36ec3e800daf85494150fd3c06e910ba134dc8da1 url=/admin/current/en-us/service/264-0-0/ideas_myprofile.md --> # View Your Recent Activity Page Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. Here’s how to access it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d39977e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d39977e54 ">Edit on ideas</td> </tr> </tbody> </table> To view your Recent Activity page, go to the Ideas tab and click your Nickname link on the right side of the page. To view the Recent Activity page of another member of the zone, click the member's name below any idea or comment that they posted. You can view activity for the different zones that you have access to by selecting a zone from the Zone list. The Recent Activity page uses icons to identify these types of activity: - The ideas you’ve submitted. - The ideas you’ve voted on. - The comments that you’ve posted to ideas and the comments that other users have posted to your ideas. For more detail, click the following links located on the left side of the Recent Activity page: - Ideas Submitted lists the ideas that you posted to this zone. The most recent idea appears first. - Ideas Voted On lists the ideas in this zone that you either promoted or demoted. - Recent Replies displays the most recent comment posted to each of your ideas and the most recent comment on each idea that you commented on. This section isn’t displayed when viewing another member's recent activity. To quickly determine the number of recent replies you received, look next to the recent replies icon in the upper right corner of the Ideas tab. The icon appears only when you receive a new reply. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note You can’t upload your own picture to replace the default image. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [View Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_view.htm&release=264.0.0&type=5 "Learn the different ways to view Ideas in Salesforce.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") <!-- document id=87cfbd5cd02e78e890ca75946a1295fc39df9da631d60b6d03f46dce7fe4bdc2 url=/admin/current/en-us/service/264-0-0/workforce_engagement_approval_requests.md --> # Viewing and Managing Approval Requests If your admin has set up an approval process for shift assignments, planners can review pending approvals directly from the Schedule Manager. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> Click **View Approval Requests** at the top of the Schedule Manager page to open the approval queue in a new tab. From there, planners can approve, reject, or reassign shifts. Click the **gear icon** (Open settings) in the top-right corner of the Schedule Manager to open the **Adjust View** panel. | Setting | Description | | --- | --- | | Show Territory Time Zone | When enabled, shift times are displayed in the service territory's local time zone. When disabled, shifts display in the logged-in user's time zone. | | Capacity Plan | Link a Capacity Plan to the view to populate the Required Staffing row with forecasted staffing targets. Select a plan from the dropdown, or leave as **No Plan** to hide required staffing data. | ## Relationship to Shifts App All shifts created or modified in Schedule Manager are the same Shift records accessible from the **Shifts** app in the App Launcher. Planners who use the Shifts table view, mass shift update, or batch assignment tools continue to work with the same data. The Schedule Manager is an additional visual entry point to the same shifts, not a separate system. Existing customers using the Shift Manager scheduler view (available in the Shifts app by switching to schedule view) can access the same scheduling capabilities through the Schedule Manager UI with the added benefit of staffing metrics, Day View, and Job Profile grouping. <!-- document id=ac1944c203b4b5af267a4cb4639a5fe2f1403b8cc3f78aca180ce38938419b12 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmdb_service_map.md --> # Visualize Configuration Item Relationships with Service Graph Use Service graph to view how a Configuration Item (CI) connects to other assets across your IT landscape. The visual map helps teams assess impact, identify dependencies, and troubleshoot issues faster. You can also use predefined or custom service graph layouts to focus on specific perspectives of a service. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service that have CMDB and Service Graph enabled.</td></tr></tbody></table> Service graph displays a graphical view of all configuration items (CIs) that connect to the selected CI through upstream or downstream relationships. Each CI appears as a node, with arrows showing the direction of the relationship. You can use service graph to understand how systems and services are structured. Identify potential points of failure, track affected services, and analyze the impact of changes. The graph includes a color-coded legend that shows the relationship type between each pair of CIs. ![Configuration item service graph](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_service_graph.png) The Service graph is accessible from each configuration item record. To explore related assets, select a CI and click **Service Graph**. Use the level depth slider to control how many layers of related items appear on the graph. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Service graph displays only those relationships that have been defined on the CI record using the Relationships tab. You can define source or target relationships to visualize asset connections. Service graph layouts help you focus on specific perspectives of a service. Instead of viewing all possible relationships, you can switch layouts to explore only the configuration items and relationships relevant to your task. For example, you can use different layouts to: - View infrastructure dependencies - Analyze communication paths - Understand application ownership and impact Service graph layouts control what configuration items and relationships appear in the graph. A layout defines: - Which configuration item types are included - Which relationship types connect those items - Whether external configuration items appear in the graph You can use several predefined service graph layouts that cover common use cases such as infrastructure, network, and service topology. You can also create custom service graph layouts to match how your organization models services and dependencies. For more information, see [Create a Custom Service Graph Layout](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_srvc_gph_lyout.htm&release=264.0.0&type=5 "Create custom service graph layouts to control how configuration items and their relationships appear in the service graph. Custom layouts help you focus on the configuration item types and relationship types that matter most for a specific use case, such as infrastructure dependencies, application topology, or impact analysis."). To control how related configuration items appear, you can select a layout from the service graph view. The layout selector lists both predefined layouts and any custom layouts that you created. For more information. ![Layouts in service graph](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_cmdb_srvc_grph_lyout_hlight.png) You can download a service graph to share or review. Downloaded layouts help you document dependencies, review architecture, or collaborate with teams. You can download the layout in either PNG or SVG format. - **[Create a Custom Service Graph Layout](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_create_srvc_gph_lyout.htm&release=264.0.0&type=5)** Create custom service graph layouts to control how configuration items and their relationships appear in the service graph. Custom layouts help you focus on the configuration item types and relationship types that matter most for a specific use case, such as infrastructure dependencies, application topology, or impact analysis. <!-- document id=49b468adb04884775fc3c657abcccb4c62a723ebd7150fc31e5881b4a7087c83 url=/admin/current/en-us/service/264-0-0/voice_call_recordings.md --> # Voice Call Recordings To be trained, ensure compliance, and collaborate on customer issues, reps and others can listen to and comment on call recordings. Ensure the right users can listen to, pause, and resume the call recordings. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ## Requirements to Access Voice Call Recordings By default, only the voice call owner can listen to a call recording. You can also choose to grant access to other users. For example, grant access to contact center users, such as reps, supervisors, and admins. You can also grant access to Salesforce users who aren’t contact center users. To grant the right users access to the voice call recordings, review these requirements for each user type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> <col style="width:20%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e110">Salesforce</th> <th scope="colgroup" class="slds-cell-wrap" colspan="3" style="vertical-align:top;" id="d108176e113">Salesforce Requirements</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e116">Telephony System Requirements</th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e122">User Type</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e125">Permission Set</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e128">VoiceCall Object Access</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e131">Universal Call Recording Access</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d108176e134">Recording Access</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">VoiceCall record owner</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 ">Salesforce Voice Contact Center Rep</td> <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Owner</td> <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 "> </td> <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 ">For Amazon Connect: Agent security profile</td> </tr> <tr class=""> <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">Contact center user</td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 ">Salesforce Voice Contact Center Rep</td> <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Public or shared with user</td> <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 "> </td> <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 ">For Amazon Connect: Agent security profile</td> </tr> <tr class=""> <td data-label="User Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e110 d108176e122 ">Non-contact-center user </td> <td data-label="Permission Set" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e125 "> </td> <td data-label="VoiceCall Object Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e128 ">Owner, Public, or shared with user</td> <td data-label="Universal Call Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e113 d108176e131 ">Enabled</td> <td data-label="Recording Access" class="slds-cell-wrap" style="vertical-align:top;" headers="d108176e116 d108176e134 "> </td> </tr> </tbody> </table> This table provides more information about each requirement. | Requirement | Description | | --- | --- | | Salesforce Permission Set | All Salesforce contact center users must be assigned the Salesforce Voice Contact Center Rep permission set. See [Assign Contact Center Permission Sets](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&language=en_US). | | VoiceCall Object Access | Regardless of the user type, the user must have access to the VoiceCall object. By default, the VoiceCall record owner has access. To grant others access to the VoiceCall records, set the organization-wide default for the VoiceCall object to Public or use sharing settings. See [Organization-Wide Default Access Settings](https://help.salesforce.com/s/articleView?id=platform.sharing_model_fields.htm&language=en_US). | | Universal Call Recording Access | If the user isn’t a member of the contact center, enable Universal Call Recording Access. For an Amazon Connect contact center, see the Turn on Universal Call Recording Access section of this article. For a partner telephony contact center, see [Universal Call Recording Playback](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm). | | Recording Access | In your telephony system, verify that the user has access to the voice call recordings. For example, for an Amazon Connect contact center, verify that the Agent Security Profile is assigned to the user. When you add a user to a contact center in Salesforce, the same user is added to AWS and assigned the Agent Security Profile, by default. See the Amazon Connect Customer Administrator Guide topic [Permissions to access recordings and transcripts of agent interactions](https://docs.aws.amazon.com/connect/latest/adminguide/assign-permissions-to-review-recordings.html#assign-permissions-to-access-recordings-transcripts). | ## Turn on Universal Call Recording Access To give Salesforce users who aren't contact center members access to voice call recordings, turn on universal call recording access. This procedure is for an Amazon Connect contact center. For a partner telephony contact center, see [Universal Call Recording Playback](https://developer.salesforce.com/docs/atlas.en-us.244.0.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm). 1. From Setup, in the Quick Find box, enter Contact Centers, and select **Amazon Contact Centers**. 2. Open your contact center. 3. Edit your contact center details, select **Let any Salesforce user listen to this contact center’s recordings**, and then **Save**. ![The Universal Call Recording Access checkmark appears on the contact center page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_universal_call_recording_access.png) 4. Allow access when prompted to continue with the box checked. If this box is unchecked, users outside of the contact center can open a voice call record, but can’t listen to the associated recording. ## Verify Voice Call Recording Access in Amazon Connect If you have an Amazon Connect contact center, verify that users can access voice call recordings stored in Amazon Connect. Without this access, users can’t listen to the recordings in Salesforce. When you add a user to a contact center in Salesforce, the user is added to AWS and assigned the Agent Security Profile, by default. If you change the default access settings, assign the Agent security profile to allow them to access the recordings. 1. Log in to the AWS Management Console, click **Services**, and then click **Amazon Connect**. 2. Click the Amazon Connect instance that matches the name of your Salesforce Voice contact center. 3. Click **Users** | **User Management**. 4. Select one or more users and choose **Edit**. 5. For Security Profile, verify that **Agent** is selected. The default Agent security profile has the required permissions to access voice call recordings. To learn which permissions are required, see [Assign Permissions to Review Recordings of Past Conversations](https://docs.aws.amazon.com/connect/latest/adminguide/assign-permssions-to-review-recordings.html). 6. Choose **Save**. ## Show Call Recordings on the Voice Call Record Page To show call recordings where the service reps work, add the Call Recording Player component to the Voice Call Record page. The player shows the list of call recordings. #### See Also - [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&type=5&language=en_US) - [Assign a Security Profile to a User](https://help.salesforce.com/s/articleView?id=sales.call_coaching.htm&type=5&language=en_US) <!-- document id=72677ff45c5e6088c8a42525e46f471291f0002788aab2f9c0163762eb77fdff url=/admin/current/en-us/service/264-0-0/afcc_sv_voice_controls.md --> # Voice Control Options Manipulate how text is spoken using Speech Synthesis Markup Language (SSML) tags and text normalization. This helps you configure prompts that align with brand tone and clarity, while accommodating multilingual and regulated enterprise scenarios. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> This article applies to: Salesforce Voice (Native Telephony) Supported SSML tags are `<break>` and `<phoneme>`. Here is syntax and examples for these tags: `<break>` inserts a pause between words or sentences. Specify the length of the pause using the time attribute. For example, `<break time="0.5s"/>`. The time duration is in seconds and you can enter a maximum duration of 3 seconds. For example, Thank you for calling. `<break time="1s"/>` Please stay on the line. `<phoneme>` customizes pronunciation using a phonetic alphabet like the Carnegie Mellon University (CMU) Pronouncing Dictionary and the International Phonetic Alphabet (IPA). We recommend using the CMU alphabet for consistent and predictable results with more reliable performance. | Feature / SSML Tag | English | Non-English Language | Notes | | --- | --- | --- | --- | | SSML Tag: <break> | Yes | Yes | Accepts fraction. | | SSML Tag: <phoneme> | Yes | No | Supports CMU/IPA | | Text Normalization | Yes | Yes | Dates, numbers currency, acronyms | Phoneme tags only work for individual words. For example, if you have a first and last name that you want to be pronounced a certain way, you must create a phoneme tag for each word. An example in the CMU Alphabet is `<phoneme alphabet="cmu-arpabet" ph="M AE1 D IH0 S AH0 N"> Madison </phoneme>` The prompt also supports text normalization that converts raw input text into a more natural, spoken form before it's rendered by the TTS engine. Here are some examples of how text to speech is rendered with normalization. | Input | With Text Normalization | | --- | --- | | €99 | Ninety nine euros | | 12/08/2025 | Twelfth of august two thousand and twenty five | | www.example.com/link/to/resource | Double double double dot example dot com slash link slash to slash resource | | 3.14 | Three point one four | | 5 kg | Five Kilo Gram | | 15th Jan | Fifteenth of January | | 12:00 PM | Twelve PM | <!-- document id=2c970c05cb5f7cea72bace7aa42f550bc7d7901f9eaa6037749a7e0c79723944 url=/admin/current/en-us/service/264-0-0/ideas_vote.md --> # Vote on Ideas Promote or demote ideas to change their score. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22083e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22083e54 ">Edit on ideas</td> </tr> </tbody> </table> In an Ideas community, a vote means that you’ve either promoted or demoted an idea. If you agree with or like an idea, click **promote** to add 10 points to the idea. You can’t promote the same idea more than one time, and you can’t promote an idea that you’ve already demoted. Salesforce automatically adds your promote vote to any idea that you post. If you dislike an idea, you can click **demote** to subtract 10 points from its overall score and decrease the idea's overall popularity ranking. You can’t demote the same idea more than one time, and after you demote an idea you can’t promote it. An idea can have negative overall points if more users demote the idea than promote it. To vote on an idea: 1. On the Ideas tab, locate an idea that you want to promote or demote. 2. To add 10 points to the idea, click **promote** next to the idea. To subtract 10 points from the idea, click **demote**. After you’ve voted, your Nickname displays at the bottom of the idea's detail page to track that your vote was made. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note When you post a new idea, you automatically cast a vote for that idea. Ten points are added to the idea's score. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [View Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_view.htm&release=264.0.0&type=5 "Learn the different ways to view Ideas in Salesforce.") - [Working with and Using Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_using.htm&release=264.0.0&type=5 "Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") - [View Your Recent Activity Page](https://help.salesforce.com/s/articleView?id=service.ideas_myprofile.htm&release=264.0.0&type=5 "Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. Here’s how to access it.") <!-- document id=0622afea0e2ba32034a3bec14173424388fe6226ca7b8ce5bc07930a64d59b3e url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_wallboard_tab.md --> # Wallboard Tab View a snapshot of how your service reps are keeping up with their contact center workload. The Wallboard tab shows key metrics for the service reps and work that you manage. The wallboard shows metrics for work items that are routed using queues or skills. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This feature is available with Enhanced Omni-Channel only. To focus the Wallboard results, select the queues or skills that you’re interested in. The Wallboard uses ‘AND’ logic for those queues and skills when filtering, so it includes only work or service reps for the selected queues or skills. For each metric, the wallboard shows the queues or skills that are used in filtering. You can select multiple queues or skills to filter by. The Wallboard uses ‘AND’ logic for those queues and skills when filtering, so it includes only work or service reps for the selected queues or skills. For each metric, the wallboard shows the queues or skills that are used in filtering. You can choose the type of display for each chart: metric, donut, horizontal bar, or vertical bar chart. ![Command Center for Service Wallboard](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/supervisor_wallboard_dashboard_01.png) - **[Wallboard Tab Fields](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_wallboard_tab_fields.htm&release=264.0.0&type=5)** Fields for the Command Center for Service Wallboard tab. <!-- document id=318017bca1fb95726575003d4150c8787dd22f9cb2881de956d07fe61fa34a54 url=/admin/current/en-us/service/264-0-0/omnichannel_supervisor_wallboard_tab_fields.md --> # Wallboard Tab Fields Fields for the Command Center for Service Wallboard tab. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141819e57">Column</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d141819e60">Entry</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Agent Capacity</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <ul> <li>Available Capacity: The capacity that remains for new work items for service reps that the supervisor oversees. </li> <li>Used Capacity: The capacity that's currently in use for service reps that the supervisor oversees. </li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Agent Capacity Status</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>Shows the current count of service reps with each status. </p> <ul> <li>At Capacity: Service reps are online but are at full capacity so they aren't assigned more work. </li> <li>Online: Service reps are online, but not necessarily available with spare capacity to accept new work items. </li> <li>Busy: Service reps are logged into Omni-Channel but have Busy status, so aren't assigned any new work </li> <li>Idle: Service reps are available but don't have any active work items. </li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Agent Presence Statuses</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>The count of service reps with the indicated presence status. </p> <ul> <li>The metric chart shows the 3 most common presence statuses and a total for other presence statuses. </li> <li>The vertical and horizontal charts show the top 5 most common presence statuses and a total for other presence statuses. </li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Agent Work Status</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>Shows the amount of work that entered each status over the last hour. </p> <ul> <li>Assigned: How many work items were assigned to service reps. </li> <li>Canceled: How many work items were canceled; for example, the customer ends a chat before the service rep accepts the work item. </li> <li>Closed: How many work items were completed and closed. </li> <li>Declined: How many work items that service reps declined. </li> <li>Opened: How many work items that service reps opened to perform some work. </li> <li>Push Timeout: How many work items were declined because of a push timeout. If set, a push timeout reassigns work when it's not accepted in the specified time. </li> <li>Unavailable: How many assigned work items for which service reps became unavailable; for example, the service rep logged out before the work item was accepted or declined. </li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Raised Flags</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 ">Shows the number of flags raised by all service reps. A flag indicates a work item that a service rep needs help with. </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Wait Time</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>Shows current wait times of all the work in the backlog. </p> <ul> <li>Average Wait Time: The average time that work in the backlog has been waiting for a service rep to become available. </li> <li>Longest Wait Time: The longest time that work in the backlog has been waiting for a service rep to become available. </li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Work Item Status</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>Shows the current count of work items with each status. The Waiting metric is one of the most important and useful metrics on the Wallboard. </p> <ul> <li>Assigned: How many work items are assigned to service reps but waiting to be accepted. </li> <li>In Progress: How many work items service reps have that are open. </li> <li>Waiting: How many work items are waiting in the backlog to be assigned to service reps.</li> </ul> </td> </tr> <tr class=""> <td data-label="Column" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e57 ">Work Performance</td> <td data-label="Entry" class="slds-cell-wrap" style="vertical-align:top;" headers="d141819e60 "> <p>Shows performance metrics for service reps over the last hour. </p> <ul> <li>After Conversation Time: The average time service reps spend on wrap-up work after a call or messaging session. </li> <li>Average Active Work Time: The average time that work items were open and in focus on service reps' consoles. </li> <li>Average Speed to Answer: The average time from when the work item was requested until a service rep accepted it. </li> <li>Average Work Handle Time: The average time that service reps spent on work items that are now completed. </li> </ul> </td> </tr> </tbody> </table> <!-- document id=aa3327610ca46ce83a48bbf2953fb48cb89100e5beb46d3bcca2e0511fb19038 url=/admin/current/en-us/service/264-0-0/afcc_sv_warm_transfer_ivr_flow.md --> # Warm Transfer to IVR Flow Reps can initiate a call transfer to an active Omni-Channel flow instead of a queue or another rep. Depending on how the flow is built, the flow can play prompts and collect keypad input while the rep stays on the line, route the caller to a specialist, or both. The flow drives the interaction while it runs, and when the flow completes without routing, control returns to the rep to continue the conversation with the caller. This gives reps a declarative way to bring IVR treatment—consistent disclosures, validated data capture, routing—into a live conversation, instead of reading scripts manually or searching for the right specialist. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ## How It Works The three scenarios differ in whether the caller is placed on hold and whether the call returns to the rep or moves to a specialist. - **IVR only (no routing)** — The flow plays prompts and collects keypad input, and then ends. The caller isn't placed on hold—both the rep and the caller hear the prompts, and the rep can guide the caller to enter digits. When the flow completes, control returns to the rep to resume with the caller. No transfer of the caller ever occurs; the flow runs as an interlude. - **IVR, then routing** — The flow plays prompts and collects input while the caller is on the line, and then reaches a Route Work step. At that point, the caller is placed on hold and a standard warm transfer begins: the rep consults with the matched specialist, and then the specialist drops off or merges into a three-way conversation. All routing methods work in this use case—queue-based routing, skill-based routing, or direct rep routing. - **Routing only** — The flow routes the caller immediately. The caller is placed on hold and a standard warm transfer to the matched specialist begins, with no prompts or data capture. All routing methods work in this use case—queue-based routing, skill-based routing, or direct rep routing. In every scenario, the flow stays in control while it runs. Subsequent steps—additional prompts, routing actions, or record updates—run in the order that the flow defines them. ## What Gets Recorded and Transcribed - Prompts played by the flow are recorded but not transcribed, so you keep an audio record of what the caller heard, such as a verbatim disclosure, as proof. - Keypad (DTMF) entries that the caller makes during the flow aren't recorded and aren't transcribed, which keeps sensitive input, such as acknowledgments or policy numbers, out of the recording and transcript. Throughout the conversation, the rep hears both the prompts and the caller's keypad tones, so the rep can confirm that the caller is progressing and step in if the caller needs help. ## Use Cases for Warm Transfer to IVR Flow The use cases fall into three groups, based on what the flow does after the rep transfers. - **Deliver a Verbatim Disclosure** — A rep transfers to an IVR-only flow that plays a regulated disclosure word-for-word and captures the caller's keypad acknowledgment. The caller is never placed on hold, the disclosure is recorded as proof, and control returns to the rep when the flow ends. - **Capture and Validate Caller Input, then Route** — A rep transfers to a flow that captures caller input, such as a policy number, validates it against a Salesforce record, and routes the caller to the owning specialist. The specialist receives a verified, correctly routed caller. - **Skills-Based Warm Escalation** — A rep transfers to a routing-only flow that immediately performs routing to the right specialist, such as a fraud desk, via a standard warm transfer—no data capture required. - **[Configure a Warm Transfer to an IVR Flow](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_warm_transfer_to_flow.htm&release=264.0.0&type=5)** Let reps hand a caller to an IVR flow directly from the console for verbatim playback, keypad capture, or specialist routing. The caller stays on the line while the flow runs, and control returns to the rep, or moves to a specialist, as the flow dictates. Use it to deliver regulated disclosures word-for-word, capture and validate caller input, or route to the right skill, all without the rep leaving the call or the caller being cold-dropped. <!-- document id=ad2597e6e15e8d202a3f9ab7d1d106b27a22875b237f55991283da1643630310 url=/admin/current/en-us/service/264-0-0/fs_warranty_fields.md --> # Warranty Fields Warranty terms, product warranty terms, and asset warranties have the following fields. Your page layout and field-level security settings can hide some fields and prevent you from editing others. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Warranty Term Warranty terms let you define the labor, parts, and expenses covered, along with any exchange options provided to rectify issues with products. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22361e75">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22361e78">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Active</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">Defines whether the warranty term is active.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">A code or other identifier associated with this warranty term.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">Description of the warranty term.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Effective Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>Date when the warranty term became available:</p> <ul> <li>InstallDate</li> <li>ManufactureDate</li> <li>PurchaseDate</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Exchange Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>The type of exchange offered:</p> <ul> <li>AdvanceExchange</li> <li>Loaner</li> <li>ReturnExchange</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Exclusions</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">Description of any exclusions.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Expenses Covered</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The percentage of expenses covered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Expenses Covered Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The period that expenses are covered for.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Expenses Covered Unit of Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>(Required) The time measurement for expenses covered duration:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Labor Covered</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The percentage of labor covered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Labor Covered Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The period that labor is covered for.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Labor Covered Unit of Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>(Required) The time measurement for labor covered duration:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">Warranty term owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Parts Covered</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The percentage of parts covered.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Parts Covered Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">(Required) The duration that parts are covered for.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Parts Covered Unit of Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>(Required) The time measurement for parts covered duration:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Price Book</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">The price book item associated with this warranty term.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Transferable</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">Defines whether the warranty can be transferred to a new owner.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Warranty Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">The duration of the warranty offered by this term.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Warranty Term Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 ">The name of the warranty term.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Warranty Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>The type of warranty:</p> <ul> <li>Repair</li> <li>Standard</li> <li>Supplier</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e75 ">Warranty Unit Of Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d22361e78 "> <p>The time measurement for warranty duration:</p> <ul> <li>Days</li> <li>Weeks</li> <li>Months</li> <li>Years</li> </ul> </td> </tr> </tbody> </table> ## Product Warranty Term A product warranty term identifies a warranty term that applies to a product or product family to create a standard warranty. When an asset is installed, it picks up the standard warranty terms defined for its product or product family. | Field Name | Description | | --- | --- | | Covered Product Family | (Required if Covered Product isn’t defined.) The product family that the warranty term applies to. | | Covered Product | (Required if Covered Product Family isn’t defined.) The product that the warranty term applies to. | | Product Warranty Term Number | (Read Only) The identifier for this product warranty term. | | Warranty Term | The warranty term. | ## Asset Warranty Term An asset warranty term lets you record any exclusions and extensions to a standard warranty term for an asset. | Field Name | Description | | --- | --- | | Asset | The asset this warranty term applies to. | | Asset Warranty Number | (Read Only) The identifier of the asset warranty record. | | End Date | The date when the warranty term expires. | | Exchange Type | The type of exchange offered. | | Exclusions | Description of any exclusions. | | Expenses Covered | The percentage of expenses covered. | | Expenses Covered End Date | The date when cover for expenses ends. | | Labor Covered | The percentage of labor covered. | | Labor Covered End Date | The date when cover for labor ends. | | Parts Covered | The percentage of parts covered. | | Parts Covered End Date | The date when cover for parts ends. | | Price Book | The price book item associated with this warranty term. | | Start Date | The date when cover under this warranty term starts. | | Transferable | Defines whether the warranty can be transferred to a new owner. | | Warranty Term | The warranty term this asset warranty term extends. | | Warranty Type | The type of warranty. | <!-- document id=b57b1f771e46f90e5b6613c1c8e11da0a105e5e4a16516391ef0d7076d20f8bc url=/admin/current/en-us/service/264-0-0/mfs_df_data_capture_access_forms.md --> # Ways to Access Discovery Framework-Based Data Capture Forms on the Field Service Mobile App After you build your forms through Discovery Framework Data Capture flows in Flow Builder, mobile workers can access the forms on the Field Service mobile app. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions where Field Service, Discovery Framework, Discovery Framework Import or Export, and Discovery Framework Data Capture Flow are enabled</td></tr></tbody></table> ## Access Forms Directly from the Forms Tab Your mobile workers can access the forms directly from the Forms tab on Work Order Overview. ![Forms tab on work order](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_form_tab.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For the Forms tab to appear on Work Order Overview, the related list must be on the work order. ## Access Forms from the Related List Your mobile workers can access the forms from the related list on a work order, work order line item, or service appointment. ![Forms tab on service appointment related list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/mfs_df_data_capture_related_list.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note For Forms to appear as related records in a work order, work order line item, or a service appointment record, you must add the Form junction object to the record page layouts. After mobile workers submit forms on the Field Service mobile app, Salesforce creates the assessment and assessment question response records. These records store the responses that are submitted to a form. <!-- document id=cab500421aaff003c3f222ffbb07a05cc1480c1e52367caadab7c7194066d7e2 url=/admin/current/en-us/service/264-0-0/customizesupport_web_to_case_notes.md --> # Web-to-Case Guidelines and Limits Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce editions and user interfaces that support Web-to-Case.">View supported editions</a>.</td></tr></tbody></table> ## Choosing Your Web Form Fields You can include both standard and custom case fields on your web form. We recommend including fields that capture the customer’s details—such as their name, phone number, email address, company, and role—and issue—such as a case subject, description, and related product. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Default field values are populated only when a valid Record Type ID is included in your Web-to-Case form and the Web-to-Case automated user has access to that record type. Without a valid Record Type ID, default field values aren't applied to submitted cases. When selecting fields, review these tips and considerations. - To let customers report issues about several products at a time, use a custom multi-select picklist. - The format for date fields captured online is taken from your organization’s Default Locale setting. - If your organization uses multiple currencies and you add a currency amount field to your form, add the Case Currency field too. Otherwise, amounts are captured in your organization’s default currency. - If you use case record types, select the Case Record Type field to prompt users to select specific record types. - Salesforce runs field validation rules before creating cases submitted using a Web-to-Case form. Cases without valid values aren’t created. All universally required fields must have a value before a case can be created. ## Unsupported Content Types Web-to-Case forms don’t support these content types: - Attachments - Rich text area (RTA) fields—If you use these fields on your forms, any information entered in them is saved as plain text when the case is created. - Multipart/form-data—Cases aren’t created for forms that use this content type. - Script tags—When script tags are submitted in Web-to-Case forms, the tags are saved as plain text in the case details. ## Avoiding Spam Cases reCAPTCHA v2, a Google service, is your first line of defense. This service requires users to select an “I’m not a robot” checkbox. You can opt to include reCAPTCHA in your web form when you configure your Web-to-Case settings and generate your web form code. To learn more, see [Prevent Spam Cases with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_enable_recaptcha.htm&release=264.0.0&type=5 "We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case."). ## Web-to-Case Limits You can capture up to 5,000 cases in a 24-hour period. When you reach the 24-hour limit, additional requests are stored in a pending request queue that contains both Web-to-Case and Web-to-Lead requests. The default case owner listed on the Support Settings page receives an email containing the additional case information, and the requests are submitted when the limit refreshes. If a new case can’t be generated due to errors in your Web-to-Case setup, Customer Support is notified so that we can help you fix it. The pending request queue has a limit of 50,000 combined requests. If your organization reaches the pending request limit, additional requests are rejected and not queued. The administrator receives email notifications for the first five rejected submissions. Contact Salesforce Customer Support to request an increase to your daily case limit or pending request limit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Only created cases count toward your API daily limit. If a customer request fails reCAPTCHA verification or field validation, it doesn’t count toward your limit. ## Settings on Web-Generated Cases | Setting | Description | | --- | --- | | Case Owner | You can create an active case assignment rule to automatically assign web-generated cases to users or queues based on specific criteria in those cases. Cases that do not match any of the assignment rule criteria are assigned to the Default Case Owner specified in your Support Settings. | | Case Status and Origin | New web cases use the default status that you selected from the Case Status picklist values. The admin selects the default value for the Origin field during Web-to-Case setup. | | Case Age | The age of an open case is the time that has elapsed from its creation to the present. The age of a closed case is the elapsed time from its creation to the time it was closed. Case reports include a list named “Units” that lets you choose to view the age in days, hours, or minutes. | ## Server Responses and Errors When a user submits a Web-to-Case form, the Salesforce server responds that the form data was received. If the data isn’t received, Salesforce responds with a response code in the 400–599 range. When that happens, we recommend displaying an error message to indicate that the user should try again. This table defines common response codes. | HTTP Response Code | Description | | --- | --- | | 200 | Success code for successful form submission. | | 400 | The request wasn’t understood. Check that the form was copied correctly. | | 403 | The request was refused. Verify that the logged-in user has appropriate permissions. If the error code is REQUEST\_LIMIT\_EXCEEDED, you’ve exceeded API request limits in your Salesforce org. | | 404 | The requested resource wasn’t found. Check the URI for errors and verify that there are no sharing issues. | | 500 | The request wasn’t completed due to a Lightning Platform error. Contact Salesforce Customer Support for help. | | 503 | The request wasn’t completed because the server is unavailable. The server might be overloaded or offline for maintenance. | #### See Also - [Turn On and Customize Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5 "Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website.") <!-- document id=4573878d40e9b59ae29e3748eb80a136794bb1ce4a197af4034d3e45d4850e67 url=/admin/current/en-us/service/264-0-0/es_ap_web_to_case_set_up.md --> # Web-to-Case Setup Let your alumni submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, alumni can seek support without logging in to the Alumni Portal site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Web-to-Case, perform these tasks: - Choose the case fields to include in your web form. - Create a customer email template for the automated acknowledgment notification. - To assign incoming cases, create one or more case queues. - Identify the owner of the cases created using the web form. - Turn on Web-to-Case. - Generate the web form. - Prevent spam with reCAPTCHA. See [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&type=5&language=en_US). <!-- document id=337bbd69602680c90a6a46279d10c6b2c62e0ddab02e92acb85e9f6e3c5a5f35 url=/admin/current/en-us/service/264-0-0/es_web_to_case_set_up.md --> # Web-to-Case Setup Let your employees submit cases through a form on your company's website. Web-to-Case automatically creates cases from the information submitted through the form. With Web-to-Case, employees can seek support without logging in to the Employee Portal site. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> To set up Web-to-Case, perform these tasks: - Choose the case fields to include in your web form. - Create a customer email template for the automated acknowledgment notification. - To assign incoming cases, create one or more case queues. - Identify the owner of the cases created using the web form. - Turn on Web-to-Case. - Generate the web form. - Prevent spam with reCAPTCHA. See [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&type=5&language=en_US). <!-- document id=703598200eb3bb8ff88c8fab97882c5ce30a1c0ecadc16d0407224b790e05b6a url=/admin/current/en-us/service/264-0-0/voice_amazon_billables.md --> # What Am I Billed For? For Salesforce Voice with Amazon Connect, Salesforce tracks and bills for IVR utterances and two types of minutes: Salesforce Voice minutes (also called “Amazon Connect Service Minutes” in Amazon Web Services) and telephony minutes. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> Unless you exceed the maximum allowance for the year, the cost of Salesforce Voice minutes and IVR utterances are already included with the purchase of the Salesforce Voice with Amazon Connect license. Telephony minutes are not included with the license. Instead, you’re billed monthly for each telephony minute used. ## IVR Utterances IVR utterances allow incoming callers to navigate the virtual response system before talking to a human rep. An IVR utterance is when the contact flow captures the spoken utterance from the customer, like when they say “talk to a sales representative.” ## Salesforce Voice Minutes Salesforce Voice minutes are consumed whenever the user uses any Amazon Web Services service–such as Connect, S3, Transcribe, Kinesis, and Comprehend–to run the telephony solution. For example, the time that a caller is on hold waiting to speak to a rep contributes to Salesforce Voice minutes usage. ## Telephony Minutes Telephony minutes start from the moment a call hits the Amazon Connect endpoint until the call ends. - **[Understanding the Difference Between Salesforce Voice and Telephony Minutes](https://help.salesforce.com/s/articleView?id=service.voice_amazon_difference_between_minutes.htm&release=264.0.0&type=5)** To better understand the difference between Salesforce Voice minutes and telephony minutes, let’s look at some scenarios. <!-- document id=4942b0e52c45e69382569e9f60a7f304f2a3bcd4e5e87e5cfbf0e2031081c228 url=/admin/current/en-us/service/264-0-0/it_srvcs_whatare_proactactns.md --> # What Are Proactive Actions? Agentforce proactive actions are automated background processes that analyze IT tickets as they arrive. By using semantic and historical data modeling, these actions detect patterns and identify solutions from previous records. The actions scan records in real time to provide contextual suggestions and recommendations directly within the workflow before an IT team intervenes. This process automates tasks to increase resolution speed and accuracy. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> ## Key Benefits: Proactive actions shift the IT service management workflow from reactive to predictive, significantly reducing mean time to resolution (MTTR). Here are the key benefits of proactive actions: - Identify major issues faster by automatically linking related incidents (for example, detecting a widespread outage from multiple individual tickets). - Improve data quality by validating and correcting incident attributes such as category and priority based on historical data. - Accelerate resolution by proactively suggesting proven solutions used in similar records in the past. - Reduce manual effort by autogenerating summaries, root cause analyses, and complex service plans. <!-- document id=b3fb096c2f64eb2c47ae10c43760f8af10511afecaa995ba35802fbcbbbcfc4b url=/admin/current/en-us/service/264-0-0/fs_shifts_plan.md --> # What Are Shifts? Shifts let you set up work intervals that vary from day to day or week to week. You can extend or replace your operating hours with shifts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> When the managed package is installed, scheduling and optimization considers shift availability. Confirmed shifts appear on the Gantt. ## Shifts Versus Operating Hours Shifts are similar to operating hours in Salesforce, with some key differences. Operating hours let you define consistent, ongoing time slots when your team is available. Shifts, by contrast, let you define variable time slots that can vary from day to day. You can use both shifts and operating hours to assign work, so that you can assign team members to shifts where and when they’re needed. For example, if you use operating hours for your regular weekday hours, you can create shifts to define weekend on-call duties. You can use shifts instead of operating hours. For example, you can create shifts for a workforce of students or contractors who don’t have regular work hours. Make sure you define an Operating Hours record with no associated time slots for the service resource's Territory Member records when using shifts instead of operating hours, as Resource Availability considers both operating hours and shifts. ## Shift Scheduling Versus Service Appointment Scheduling Shift scheduling and service appointment scheduling are different functionalities. Shift scheduling assigns ad hoc availability hours to a service resource, while service appointment scheduling assigns work to a service resource. You can use shifts and shift scheduling in addition to service appointment scheduling. Field Service includes specific tools and records for assigning shifts, distinct from tools used for scheduling service appointments. To avoid confusion, learn more about the differences between shift scheduling tools and service appointment scheduling tools. | SHIFT SCHEDULING | SERVICE APPOINTMENT SCHEDULING | | --- | --- | | [Scheduling rules in Setup](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_rules_create.htm&type=5&language=en_US) determine which service resource can be assigned a shift through shift scheduling tools. | [Work rules associated with scheduling policies](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&type=5&language=en_US) determine which service resource can be assigned a service appointment by using appointment scheduling tools. | | [Scheduling objectives in Setup](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_objectives.htm&type=5&language=en_US) determine the best service resource to be assigned a shift based on business goals. | [Service objectives associated with scheduling policies](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) determine the best service resource to be assigned a service appointment based on business goals. | | [Job profiles](https://help.salesforce.com/s/articleView?id=service.fs_job_profile_create.htm&type=5&language=en_US) determine which skills a service resource must have to be assigned a shift. | [Work types](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&type=5&language=en_US) determine which skills a service resource must have to be assigned a service appointment as well as other factors such as duration and due date. | | [Shift scheduling constraints](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_constraint_create.htm&type=5&language=en_US) can be used to limit how many shifts can be assigned to a service resource within a given time frame. | [Count work rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_count.htm&type=5&language=en_US) can be used to limit how many service appointments can be assigned to a service resource each day. | | Shift scheduling tools include the [Get Candidates](https://help.salesforce.com/s/articleView?id=service.fs_shifts_get_candidates.htm&type=5&language=en_US) shift assignment action, and bulk shift assignment by using the [Mass Shift Update](https://help.salesforce.com/s/articleView?id=service.fs_shifts_mass_update.htm&type=5&language=en_US) button on the shift list view. | Appointment scheduling tools include the [Get Candidates and Book Appointment](https://help.salesforce.com/s/articleView?id=service.pfs_booking.htm&type=5&language=en_US) actions on the Work Order page layout and other tools for assigning service appointments. | ## Prerequisites for Using Shifts Make sure that your Salesforce org meets the following requirements to use shifts. - You must have at least one service territory. - You must have at least one service resource who’s assigned to a service territory. - To let them create shifts, give your shift and service managers access to view, create, and edit the following objects: - Shifts - Job Profiles - Service Territories - Service Resources - Service Territory Memberships - To select job profiles when you create shifts, add the Job Profile field to shift layouts. - To select recordset filter criteria when you create shifts, add the Recordset Filter Criteria field to shift layouts. Give users access to view the Recordset Filter Criteria object. ## Limitations for Shift Management - Scheduling and optimization features in the managed package don’t consider job profiles. - On the Shifts tab, you can’t use the quick search box to filter. - The NOT operator isn’t supported when you define filter logic for shifts. If your filter logic uses NOT, we recommend adjusting the filter type instead, for example by using the `does not contain` operator. #### See Also - [Prepare Your Org for Shift Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_shifts_prepare_scheduling.htm&type=5&language=en_US) - [Manage Field Service Shifts](https://help.salesforce.com/s/articleView?id=service.fs_manage_shifts.htm&type=5&language=en_US) <!-- document id=4b07b86d3e306fe59506a3e79d31810d448f27ba44f21545a16535940df09a55 url=/admin/current/en-us/service/264-0-0/it_srvcs_sla_policies_explainer.md --> # What Are SLA Policies, Entitlements, and Milestones? Service-level agreement (SLA) policies, entitlements, and milestones are key components of IT service management. This topic defines these terms, explaining how they help define, enforce, and track service levels for support records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Before diving into the setup, it's helpful to understand the terminology: ## SLA Management The overarching system for defining, enforcing, and tracking service levels. Previously known as Entitlement Management. See [What’s Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_about.htm&type=5&language=en_US). ## SLA Policies The timelines that outline all the required steps (milestones) your support team must complete to resolve support records. Previously known as Entitlement Processes. See [SLA Policies](https://help.salesforce.com/s/articleView?id=service.sla_policy_parent.htm&type=5&language=en_US). ## Entitlements The core agreements that define the customer support channels and types of support a user is entitled to receive. Entitlements also determine which SLA policies and support process apply to a support record. ## Operational Level Agreements The internal agreements defined by a service provider to ensure that internal teams meet the SLAs. And OLAs can include one or more objectives or service targets that govern internal service commitments. ## Milestones These are the specific, time-dependent steps within an SLA policy, such as Root Cause Completion Time for a problem. See [Milestones](https://help.salesforce.com/s/articleView?id=service.sla_milestones_parent.htm&type=5&language=en_US). To streamline the configuration process, make sure Simplified SLA Setup is enabled. See [Simplified SLA Setup: Configure Entitlements and Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_simplified_sla_setup_parent.htm&type=5&language=en_US). <!-- document id=84aac8b0699fe90b738e9bcd7a1d6dda3bc6204c7326992dcf849c54d8d0500c url=/admin/current/en-us/service/264-0-0/faq_solutions_what_are_the_visible.md --> # What are the Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes on a solution? The Visible in Self-Service Portal and Visible in Public Knowledge Base checkboxes, when selected, indicate that a solution is available for external use on your organization’s Self-Service Portal and Customer Portal and public solutions. Solutions available for external use are regarded as published. **Visible in Public Knowledge Base** only applies to solutions, not articles in the public knowledge base. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Starting with Spring ’12, the Self-Service portal isn’t available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal. <!-- document id=d8c2813fa8264f563701d838e01331c890cdb5ad48a93cb385a08d7d02ddbe8b url=/admin/current/en-us/service/264-0-0/wfs_manage_interactions_what.md --> # What Are Workforce Scheduling Interactions An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## How Interactions and Service Appointments Work Together An Interaction and a Service Appointment describe the same piece of work from two different points of view. - **The Interaction is for users:** A case worker, inspector, or supervisor creates an Interaction, selects the Work Type, selects a branch, assigns resources, selects a slot, and schedules it. An Interaction is the primary record users interact with in list views, on the Operations Console, Gantt, and on the map. Status updates on the Interaction reflect real-time progress at your branches. You can’t edit the status of an Interaction manually from the record page, or through [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). The status changes only through an action that updates it, such as Schedule or Change Status in the Operations Console. - **The Service Appointment is for the scheduling engine:** Workforce Scheduling automatically creates a background Service Appointment for every Interaction. The scheduling engine uses this underlying Service Appointment to find time slots, assign resources, and schedule the Interaction according to the scheduling policies. All scheduling and optimization logic, including overlap detection, runs on the Service Appointment. Changes then sync to the Interaction. The Interaction and its Service Appointment stay in sync automatically. When you schedule or reschedule an Interaction, the scheduling engine updates the underlying Service Appointment first, and the changes immediately sync back to the visible Interaction record. <!-- document id=4b60dc215c6d84d470b900e46cba15a8abfa1eb30223825fb3c6c9f2188d47ee url=/admin/current/en-us/service/264-0-0/wfs_manage_visits_what.md --> # What Are Workforce Scheduling Visits A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> A Visit represents a service resource’s physical presence at an external location — for example, a home inspection, an eligibility verification, or a wellness check — along with the work performed at that location. Use Visits if your appointments relate to a Claim, Application Form, or other Public Sector objects, for example, in Agentforce Public Sector or other industry-specific products. ## How Visits and Service Appointments Work Together A Visit and a Service Appointment describe the same piece of work from two different points of view. - **The Visit is for users:** A case worker, inspector, dispatcher, or supervisor creates a Visit, defines the location, selects the Work Type and arrival window, and schedules it. A Visit is the primary record users interact with in list views, on the Operations Console Gantt, and on the map. Status updates on the Visit reflect real-time progress in the field. You can’t edit the Visit status manually from the record page, or through [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). The status changes only through an action that updates it, such as Schedule or Change Status in the Operations Console. Users can update the status on the Service Appointment record, which automatically syncs to the Visit record. This mapping is handled automatically by system logic and isn’t configured in the context definition. See how [Service Appointment status category maps to the Visit status](https://help.salesforce.com/s/articleView?id=ind.aps_wfs_visit_service_appointment_mapping.htm&type=5&language=en_US). - **The Service Appointment is for the scheduling engine:** Workforce Scheduling automatically creates a background Service Appointment and a parent Work Order for every Visit. The scheduling engine uses this underlying Service Appointment to find time slots, assign resources, and schedule the Visit according to the scheduling policies. All scheduling and optimization logic, including overlap detection, runs on the Service Appointment. Changes then sync to the Visit. The Visit and its Service Appointment stay in sync automatically. When you schedule, reschedule, or unschedule a Visit, the scheduling engine updates the underlying Service Appointment first, and the changes immediately sync back to the visible Visit record. The background Service Appointment and Work Order don’t appear in Operations Console list views, on the Gantt, or on the map. They do appear in the Service Appointment object list view, reports, API queries, and developer or admin views, so that the scheduling engine has the underlying records it needs while the dispatcher’s workspace stays focused on the Visit. ## Key Fields When you create or manage Visits, you work with these key fields: - Work Type: A template that defines the work and its requirements, such as required skills, duration type, due date, and estimated duration. Instead of entering these requirements per visit, you select the Work Type — its values flow to the scheduling engine automatically. - Required Skills: The certifications or licenses a service resource must have to perform the Visit (for example, a licensed inspector or social worker). - Estimated Duration: How long the appointment should take, which tells the scheduling engine how much time to block on the service resource’s calendar. - Due Date Requirements: The timeframe within which the appointment must be completed. - Scheduling Method: Determines what appointments can be scheduled for that work; On-site, Field, or both. A work type also names the object to schedule against for each method. - Earliest Start Permitted: The exact date and time after which a service resource can begin work. - Visit Priority: How the scheduling engine ranks the Visit relative to others. - Due Date: The latest date by which the Visit must be completed. - Service Territory: The geographic or functional area where the Visit occurs. - Account: The customer, constituent, or organization being visited. - Address: The physical location of the Visit. The scheduling engine also uses data from the Visit’s related Account, Asset, and Location records — including Preferred Resource, Visiting Hours, Excluded Resource, Required Resource, and Entitlement. #### See Also - [Manage Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_visits.htm&release=264.0.0&type=5 "A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications.") - [Working with Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_work_with.htm&release=264.0.0&type=5 "Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit.") - [How Workforce Scheduling Uses Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&type=5&language=en_US) - [Workforce Scheduling Visit Data Mapping](https://help.salesforce.com/s/articleView?id=ind.aps_wfs_visit_service_appointment_mapping.htm&type=5&language=en_US) <!-- document id=da227dc5920f00fb99b349b8e646748d8c0031fc48225e45282b54ab375db559 url=/admin/current/en-us/service/264-0-0/console_lex_feature_parity.md --> # What Features Are Available in Lightning Console Apps? Lightning console apps don’t yet have full parity with Salesforce Classic console apps. Some features available in Salesforce Classic console apps aren’t available in Lightning console apps. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Available in: <strong>Essentials</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions </p> <p style="margin-bottom:0;">Lightning console apps are available for an extra cost to users with Salesforce Platform user licenses for certain products. Some restrictions apply. For pricing details, contact your Salesforce account executive.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can’t upgrade a Salesforce Classic console app to Lightning Experience. You can choose to display or hide the app in the Lightning Experience App Launcher, but you can’t edit the app from the App Manager page in Lightning Experience Setup. To get started in Lightning Experience, customize these Salesforce-provided Lightning console apps: Service Console and Sales Console. You can also recreate your Salesforce Classic console app in Lightning Experience, but using the Salesforce out-of-the-box app is faster and easier. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:31.914893617021274%"> <col style="width:12.76595744680851%"> <col style="width:12.76595744680851%"> <col style="width:42.5531914893617%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11151e89">Feature or Setting</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d11151e92">Available in Salesforce Classic console apps?</th> <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d11151e95">Available in Lightning Experience console apps?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d11151e98">Notes</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" headers="d11151e89 d11151e92 d11151e95 d11151e98 "> <strong>General functionality and customization</strong> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Split view placement</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>In Salesforce Classic, this feature is called pinned lists, and you configure it with the Choose List Placement setting.</p> <p style="margin-bottom:0;">In Lightning Experience, split view is enabled by default, and users can open or minimize split view. The Salesforce Classic Pinned to Top setting isn’t available in Lightning Experience.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Resizeable split view</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>In Salesforce Classic, you can adjust the width of a pinned list.</p> <p style="margin-bottom:0;">In Lightning Experience, you can’t adjust the width of split view.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Custom keyboard shortcuts</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Partial</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Lightning Experience, background utility items can be used to customize keyboard shortcuts.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Keyboard shortcut overrides</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Interaction logs</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Dynamic list updates (push notifications)</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Dynamic record updates (push notifications)</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Forget open tabs</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">As a workaround, use a background utility item to control your tabs.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Tab limits</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Partial</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Lightning Experience, you can limit tabs using background utility items.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Close all tabs</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Partial</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>In Salesforce Classic, <strong class="uicontrol">Close all primary tabs</strong> is an option when selecting <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png" alt="Classic console tab bar dropdown icon"></span> on the tab bar.</p> <p style="margin-bottom:0;">In Lightning Experience, you can close all tabs with the Shift+w keyboard shortcut.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Save user sessions</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Different</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Salesforce Classic, you can disable saving user sessions. In Lightning Experience, console apps always open the tabs you last opened.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Tab preview on hover</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Third-party domain workspace tabs and subtabs (allowed domains)</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Different</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">Use the openTab or openSubtab JavaScript API methods to open web tabs inside Lightning console apps. Third-party domains must be allowlisted in the Trusted URLs list to be used with openTab and openSubtab in Lightning Experience.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Console API (JavaScript APIs for navigation and utilities)</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_js_lightning_parity.htm" target="_blank">Yes</a> </td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 "> <a href="https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_js_lightning_parity.htm" target="_blank">Different</a> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>Two APIs interact with Salesforce console apps: the Salesforce Console Integration Toolkit (used in Salesforce Classic) and the Lightning Console JavaScript API (used in Lightning Experience).</p> <p style="margin-bottom:0;">For more information about both APIs, see the <a href="https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console.htm" target="_blank">Salesforce Console Developer Guide</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Internet Explorer 11 support</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.getstart_browser_aloha.htm&type=5&language=en_US" target="_blank">Yes</a> </td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 "> <a href="https://help.salesforce.com/s/articleView?id=xcloud.getstart_browsers_sfx.htm&type=5&language=en_US" target="_blank">Yes</a> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">You can access Lightning console apps in IE11, but expect <a href="https://help.salesforce.com/apex/HTViewSolution?urlname=Internet-Explorer-Performance-Characteristics-for-Lightning-Experience&language=en_US" target="_blank">significant performance issues</a>. We recommend using a different browser. Keep in mind that support for IE11 ends on December 16, 2017, unless you opt in to extend support. If you opt in to <a href="https://help.salesforce.com/articleView?id=000233325&type=1&language=en_US" target="_blank">Extended Support for IE11</a>, you can continue to use IE11 to access Lightning Experience until December 31, 2020.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" headers="d11151e89 d11151e92 d11151e95 d11151e98 "> <strong>Utility functionality</strong> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Notes utility</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">No</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Lightning Experience, use the Notes utility to create, view, and associate notes with records.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Background utility items</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">No</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">Background utility items run without a visible button in the utility bar. They add functionality to a Lightning console app without cluttering the user experience.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Support for multiple lines of text</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" headers="d11151e89 d11151e92 d11151e95 d11151e98 "> <strong>Component functionality</strong> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Region presentation—size</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p style="margin-bottom:0;">In Salesforce Classic, you can adjust the size of a component. In Lightning Experience, the page template for your record page determines the size of the component region. For example, the three column page template provides a main column width of 50%, and the side columns widths are each 25%. You can’t collapse or adjust region size. To view the available page templates, create a page in Lightning App Builder.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Pinned region in custom templates</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Multi-monitor—pop-out workspaces</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p style="margin-bottom:0;">In Salesforce Classic, this feature is called multi-monitor components.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Visualforce overrides</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Partial</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p style="margin-bottom:0;">The delete action isn’t supported.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Lightning component overrides</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">No</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">Action overrides that use Lightning components for View, New, Edit, and Tab are supported in Lightning console apps. When a user performs an action that’s overridden with a Lightning component, the content from the custom action appears in a tab or subtab. When the split view is open, tab action overrides load the Lightning component in a split-view container that is 400-pixels wide.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Collapsible regions</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" headers="d11151e89 d11151e92 d11151e95 d11151e98 "> <strong>Service Console functionality</strong> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Service-specific Setup flows</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">No</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 "> <a href="https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup.htm&type=5&language=en_US" target="_blank">Yes</a> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Lightning Experience, the Service Console app comes with Service-specific setup flows to get you up and running quickly. The flows walk you through setting up Email-to-Case, integrating with Twitter and Facebook, creating an Experience Builder site, and enabling Lightning Knowledge, Chat, and Omni-Channel.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Knowledge component</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 "> <a href="https://help.salesforce.com/s/articleView?id=service.console2_components_create_page_layouts.htm&release=264.0.0&type=5" title="After you create a console component, you can add it to page layouts so that users can access it from a sidebar in a Salesforce Console.">Yes</a> </td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 "> <a href="https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_sidebar.htm&type=5&language=en_US" target="_blank">Yes</a> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>In Salesforce Classic, this feature is called the Knowledge One sidebar component. In Lightning Experience, use Lightning App Builder to add the Knowledge component to the case page.</p> <p style="margin-bottom:0;">Lightning Knowledge is different from Knowledge in Salesforce Classic. <a href="https://help.salesforce.com/articleView?id=knowledge_compare_classic_lightning.htm&language=en_US" target="_blank">Learn more</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Omni-Channel utility</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Salesforce Classic, this feature is called the Omni-Channel footer component.</td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Chat</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 "> <a href="https://help.salesforce.com/s/articleView?id=service.live_agent_add_to_salesforce_console.htm&type=5&language=en_US" target="_blank">Yes</a> </td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>In Lightning Experience, Chat works a bit differently. <a href="https://help.salesforce.com/articleView?id=live_agent_lightning_experience_expected_behavior.htm&language=en_US" target="_blank">Learn more</a>.</p> <p style="margin-bottom:0;">Chat is available only in the Lightning Service Console app.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" headers="d11151e89 d11151e92 d11151e95 d11151e98 "> <strong>Sales Console functionality</strong> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Person accounts</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">Yes</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Different</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 "> <p>Lightning console apps support person accounts with some differences.</p> <p>Person accounts don’t have the same three-column layout as business accounts. Use the Lightning App Builder to create the desired layout, and then assign it to appropriate console app and the person account record type.Person account records that display in a contact’s Related Record components are read-only.</p> <p style="margin-bottom:0;"><a href="https://help.salesforce.com/articleView?id=console_lex_limitations.htm&language=en_US" target="_blank">https://help.salesforce.com/articleView?id=console_lex_limitations.htm&language=en_US</a>.</p> </td> </tr> <tr class=""> <td data-label="Feature or Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e89 ">Forecasts</td> <td data-label="Available in Salesforce Classic console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e92 ">No</td> <td data-label="Available in Lightning Experience console apps?" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" headers="d11151e95 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d11151e98 ">In Lightning Experience, add forecasts to your console app from the App Manager in Setup.</td> </tr> </tbody> </table> #### See Also - [Lightning Experience Console Limitations](https://help.salesforce.com/s/articleView?id=service.console_lex_limitations.htm&release=264.0.0&type=5 "Learn about the limitations of the console in Lightning Experience, and which features don’t yet have parity with Salesforce Classic console apps.") <!-- document id=936843e6cc59c8d5c5546aac7220450084b9fcd6fa402207cad12b0d9ecd9d80 url=/admin/current/en-us/service/264-0-0/bots_service_help.md --> # What Help Do I Need to Get Botting? Bot success starts with building the right team and creating a realistic plan for your company. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Creating your own bot can seem daunting at first, but all it takes is a solid plan to get botting. Before activating your own bots, get to know bot features. Check out our resources in Salesforce Help and Trailhead to learn more about what you can achieve with a bot. The Einstein Bots Learning Map is a great place to start. Or you can dig into the Bot Builder to get hands-on right away. The next step is deciding what exactly you want your bot to do for your company and how it can achieve these goals. Support reps can be a great source of inspiration. You can consult support reps to ensure you’re designing your bot around common service rep and customer use cases. They’re on the front lines, so they know your most common issues, and most important, how the company interacts with users. Finally, identify a team to bring your bot to life. Collaborating with others in your company helps you make your bots smarter. Partner with executive stakeholders to determine bot requirements and plan for bot growth, subject-matter experts to guide and develop the bot’s interactions with customers, and Salesforce admins or developers to build the bot in the Bot Builder. And don’t forget to plan beyond your bot’s initial launch. Be realistic about who in your company can troubleshoot, monitor, improve, and support your bot over time. Now you’re ready to build a bot! Start with the basics and keep your first bot simple, like a menu-based bot, and add more complex bot features over time. Consider using a prebuilt bot template, which lets you launch a fully featured bot—intent data included—with just a few small customizations. After you’re more comfortable with the Bot Builder, gradually extend your bot with more use cases and intelligent features, such as natural language processing (NLP) elements. Good luck! #### See Also - [Einstein Bots Learning Map](https://help.salesforce.com/s/articleView?id=service.bots_service_intro.htm&release=264.0.0&type=5 "In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate common tasks and help your teams do more.") <!-- document id=2b7979fba2bd032dbf918fb6e7cc457e7049d48c36a215f6609926a4eafad314 url=/admin/current/en-us/service/264-0-0/faq_solutions_what_is_a.md --> # What is a solution manager? A solution manager can edit, delete, and make solutions visible in the Self-Service Portal and Customer Portal and visible in public solutions. Typically, these individuals are product experts with excellent written communication skills and advanced knowledge in a particular area of your product. To designate one or more users as solution managers, your administrator can assign those users to the Solution Manager profile when creating or editing the users’ personal information. <!-- document id=ef01394da3a40f4058110232d4be30f325b5ca34d383b534bcc1d51ecab0ed8e url=/admin/current/en-us/service/264-0-0/service_cloud_def.md --> # What Is Agentforce Service? When we talk about service at Salesforce, we’re talking about Agentforce Service—a powerful platform of tools and processes to help you help your customers. With Agentforce Service (formerly Service Cloud), you can deliver instant, personalized service and support to your customers. And because every company and its customers are different, you can customize Agentforce Service to fit your needs. When your customers are happy, you're happy! So how exactly does Agentforce Service work? You can let your customers communicate with you on any channel—email, phone, messaging apps, Experience Cloud sites, chat, text, and more. We transform those communications into cases, which represent a customer issue, request, or support ticket. Then you route those cases to service reps—the employees at your company who respond and resolve customer issues. To increase efficiency and achieve your contact center metrics, consider automating processes with AI tools from Einstein and Agentforce. Agentforce Service is with you from start to finish, delivering an integrated and streamlined process for handling your customer support needs. Here’s an example of Agentforce Service at work. Your customer has an issue with one of your products. They send you an email, and a case is created in Salesforce to track the problem. The case is viewed in the Service Console by one of your service reps. After your rep find a resolution, they email your customer back. ![Diagram of a case lifecycle.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/service_cloud_def.png) For usage restrictions that apply to this product, see [this document](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/sales-service-contractual-restrictions.pdf). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. #### See Also - [What’s a Case?](https://help.salesforce.com/s/articleView?id=service.cases_def.htm&release=264.0.0&type=5 "A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process.") - [Add Service Channels](https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US) <!-- document id=8bf3aa1dd1235ad4fc8e865eeff88bb4971ffef6f7146e7e7d66d9c4cf77552d url=/admin/current/en-us/service/264-0-0/it_srvcs_whatisitsrvc.md --> # What is IT Service? When we talk about IT Service at Salesforce, we’re talking about Agentforce IT Service, a powerful platform of tools and processes to help your team support your employees. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> With Agentforce IT Service, you can deliver instant, personalized support to your employees. And because every company and its employees are different, you can customize Agentforce IT Service to fit your needs. When your employees are happy, your IT team is happy. ## Core IT Service Management Processes - Incident Management: Restore normal service as quickly as possible when disruptions occur. Manage critical issues, major incident lifecycle, and get detailed plans of action with the service assistant. Use AI and swarm with experts to keep investigation on track. - Service Request Management: Handle routine requests such as access, software installation, or password resets. Help users browse an intuitive catalog from a channel of their preference to submit requests and orchestrate the request management process from intake to fulfillment with the unified catalog and automation tools. - Problem Management: Identify and resolve root causes of recurring incidents. Use AI to summarize and create resolutions and document permanent solutions, known errors, workarounds to help teams in the future. - Change Management: Control and implement changes to minimize risk and disruption. Ensure changes to IT services are assessed, approved, and implemented. - Release Management: Plan, schedule, and deploy software or system updates smoothly. Deliver new features, patches, or system updates into production smoothly and reliably. - Knowledge Management: Capture and share solutions, FAQs, and troubleshooting guides for self-service and faster resolutions. Use AI to draft articles or get intelligent recommendations in the flow of your work. ## Key Features of Agentforce IT Service - Omnichannel Support: Users can reach IT through multiple channels like Slack, Microsoft Teams, a self-service portal, email, or chat—ensuring a consistent and unified support experience. And with AI they can quickly troubleshoot issues, escalate to a human agent when needed, and get updates on their tickets. - CMDB (Configuration Management Database): Track IT assets, their configurations, and relationships to support troubleshooting and decision-making. With predefined configuration items, types, attributes, and relationships in a centralized system, you can easily detect dependencies, and support root cause analysis by showing upstream and downstream impacts. Visualize impact with a service graph to get a clear connected view of the IT landscape. - Asset Discovery and Management: Automate detection and management of hardware, software, and cloud resources to maintain accurate inventories. Use agent-based and agentless discovery to scan networks, data centers, endpoints, and cloud platforms, track updates to the CMDB in real time and keep your inventory accurate. - AI Agents + Human Agents: AI-powered assistants handle common requests, recommend solutions, or draft responses, while human experts handle complex issues—working together to provide faster, smarter service. Use Agentforce, Einstein, and proactive assistance to automate repeatable tasks, free up your team for critical work, and get work done in a conversational flow. - Data and Analytics: Unify and harmonize data with Data 360 and get insights into key KPIs such as operational health, employee satisfaction, and mean time to resolution with Anlytics dashboards. Identify patterns quickly and provide context to AI agents with Data Cloud search, and use dashboards to correlate historical trends with issue management. To increase efficiency and achieve your service metrics, consider automating processes with AI tools such as Agentforce and Einstein. Agentforce IT Service is with you from start to finish, delivering an integrated and streamlined process for handling your needs. Elevate decision making with Data 360 and advanced analytics while other automation tools help you gain operational excellence. <!-- document id=5580c1cf1a12c7788a06479ed9576c3eab091ee20596379298c41cf217e0580d url=/admin/current/en-us/service/264-0-0/faq_solutions_what_is_the_difference.md --> # What is the difference between a solution and a FAQ? A FAQ serves mostly as a useful tip for how the product or service is supposed to work. Solutions answer customer questions when the product or service is not working as expected. Because customers’ expectations may not always be accurate, a solution can describe how the product or service is supposed to work (very similar to a FAQ), help troubleshoot a problem, or provide a work-around to a bug or product limitation. <!-- document id=e0ebec4be203c21b1b7b9f09454e3a52402769b7058be312065613a03d725f26 url=/admin/current/en-us/service/264-0-0/bots_service_terminology.md --> # What Makes Bots Tick? Bots have many moving parts. But let’s start with a few fundamental components in Einstein Bots. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33768e68">Einstein Bot Component</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33768e71">Description</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d33768e74">Example</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_dialog_about.htm&release=264.0.0&type=5" title="A dialog is the workhorse of your bot’s interaction with your customer.">Dialog</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">Dialogs are conversation snippets that control what your bot can do. You can associate every dialog with a dialog intent, which can be trained to understand variations in customer input. During a conversation with a customer, your bot moves between several different dialogs. Each dialog handles a portion of the conversation. For example, Welcome, Main Menu, Order Status, Location and Hours, and Transfer to Agent are individual dialogs that a customer can experience as part of a single conversation with your bot.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> <p>A dialog for “Chat with an agent”...</p> <p>Customer: “Transfer me to an agent.” [or any variations on this phrase]</p> <p style="margin-bottom:0;">Bot: “No problem. Hang on: I’ll connect you with an agent.”</p> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5" title="Create custom entities to gather information that matches a regex pattern or list of synonym values.">Entity</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text. You can create your own custom entities as needed.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> <p>Order number</p> <p style="margin-bottom:0;">Email address</p> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5" title="Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!">Intent</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 "> <p>Intents are the customer's reasons for interacting with your bot. For example, booking a flight, changing a flight, getting store hours. Associate intents with your dialogs. Then <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_intent_training.htm&release=264.0.0&type=5" title="Help your bot improve its conversation quality with Bot Training. Bot Training, shows you the intent that the bot identified from an utterance. Then you can tell your bot if it was right, or you can correct the bot if it was wrong.">train the bot</a> to create an intent model that your bot can use to understand intents. If your customers interact with your bot by typing a message in the chat window, use intents to help your bot understand what they want. </p> <p style="margin-bottom:0;">If your customers interact with your bot using only menus or buttons, rather than free-form text input, intents aren’t needed.</p> </td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 ">Customer: Where’s my order?</td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5" title="An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.">Named Entity Recognition (NER)</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">NER identifies data inside of bot conversations (in other words, an entity) and maintains the format of that data, so that the data is recognizable and usable across Einstein Bots.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> <p>Customer: I need to fly to SFO next week. </p> <p style="margin-bottom:0;">NER: Extracts “SFO” as an airport code and “next week” as a date. </p> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 ">Natural Language Processing (NLP)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">NLP is how your bot processes the free text that your customers enter into your bot. NLP combines ideas and methods from computer science, linguistics, and AI to train your bot to identify the literal, grammatical, and contextual meanings of your customers’ inputs.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 ">Natural Language Understanding (NLU)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">NLU is a substep of NLP that uses the free text your customers enter into your bot to help your bot decide what action to take. In other words, it uses customer inputs to identify an intent, which tells your bot to perform a useful task for your customer.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> <p>Start an action, such as look up an existing case</p> <p style="margin-bottom:0;"> Transfer to an agent </p> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_intent_data.htm&release=264.0.0&type=5" title="Bots have two sets of data: the data around events and the data around intents. Event data refers to the things that happen inside bot conversations. Intent data refers to the data used to train the model so your bot understands your customers. To create a robust bot, you must have a strategy for handling both data sets.">Utterance</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 "> <p>Utterances are common conversational phrases that represent the ways your customers describe an intent. Utterances are the building blocks of intent models, which is why they’re sometimes referred to as intent data. A single intent contains many utterances, because there are many ways to describe the same intent.</p> <p>Utterances are instances of customer inputs. A customer input becomes an utterance when it’s classified into an intent, although sometimes these terms are used interchangeably.</p> <p style="margin-bottom:0;">You can add utterances to an intent manually, or you can create an <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_intent_sets.htm&release=264.0.0&type=5" title="You can use Einstein Intent Sets to add many utterances to intents at one time. Intent sets can be shared across orgs to quickly assign utterances to intents.">Einstein Intent Set</a> to load many utterances at once.</p> </td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 "> <p>Intent: Transfer to agent</p> <p>Utterances:</p> <ul> <li>I’d like to speak to an agent.</li> <li>Can I talk to a person?</li> <li>agent</li> </ul> </td> </tr> <tr class=""> <td data-label="Einstein Bot Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e68 "> <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_add_slot.htm&release=264.0.0&type=5" title="Create custom variables to store information gathered from your customers.">Variable</a> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e71 ">A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages.</td> <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d33768e74 ">If your bot books a flight for a customer, you can create the entity, Airport Code, with two variables, Departure Airport Code and Arrival Airport Code.</td> </tr> </tbody> </table> <!-- document id=0b5df5b73344dfeb56d07fe1de3ae389a7164df46f2a7d49b8f7858bc8a0f88b url=/admin/current/en-us/service/264-0-0/faq_solutions_what_should_i_look.md --> # What must I look for when I review solutions? Solution managers can use these guidelines for structure, language, customer-specific information, technical accuracy, and sensitivity when reviewing solutions. - Structure: The solution must include a clear title, the symptom, cause, and resolution. - Language: The solution must be clear and easy to read in the language of the customer. - No Customer-Specific Information: Solutions must never contain customer-specific information. - Technically Accurate: The solution must accurately and effectively solve the problem posed by the customer. - Professional: Check for spelling and correct sentence structure. - Sensitivity: The solution must not contain any confidential or proprietary information that you don’t want a competitor to read. <!-- document id=180650d5fae59304db6f1163637b65171cd794b148b19636d7ab5aac32e6c933 url=/admin/current/en-us/service/264-0-0/caseteam_def.md --> # What’s a Case Team? A case team is a group of people that work together to solve cases. For example, a case team can include support reps, support managers, and product managers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> If your admin has set up case teams, you can add people to the Case Team related list on cases. When adding a team member, choose one of the predefined roles that the person plays on the case. Roles determine the level of access to a case, such as read-only or read and write access. You can add contacts to case teams, but they can only access cases when they’re enabled as customer portal users assigned to case page layouts. Customer portal users can’t update case teams or view case team roles. Case teams aren’t available for the partner portal. Admins can predefine case teams so that you can quickly add people who you frequently work with. Admins can create assignment rules that add predefined teams to cases that match specific criteria. Admins can also create email alerts that notify team members when an action happens on a case. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To filter case lists when you’re a team member, choose **My Case Teams**. To report on case teams that you belong to, run a case report, then choose **My team's cases** from the View filter. #### See Also - [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5 "Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.") <!-- document id=ba7a5791a1c026311526768131b8565042ccd997e406ed72d686bda35ad73525 url=/admin/current/en-us/service/264-0-0/cases_def.md --> # What’s a Case? A case is a customer’s question, feedback, or issue. Service reps use cases to interact with customers and track the resolution of their issues. Sales reps can use cases to track issues during the sales process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Communication channels gather cases from customers’ preferred forms of contact. Channels include Experience Cloud sites for online forums, Email-to-Case for emails, Web-to-Case for web forms, Salesforce Voice for phone calls, Messaging for WhatsApp, SMS, or Facebook Messenger, and more. On the Cases tab, you can create, locate, and edit cases and also sort and filter cases and queues using standard and custom list views. Your support team follow five basic steps to resolve a case in Salesforce: - **Identify:** Identify the customer that has the case, and determine what level of support they should receive. - **Record:** Capture the case details in Salesforce, such as the nature of the customer’s question and which product or version it concerns. Use the Service Console and its dashboard-like interface to respond to multiple cases faster. - **Resolve:** Find an answer to the customer's problem. If needed, attach a solution or article to the case or create a new article. - **Communicate:** Respond to the customer over their preferred channel. - **Close:** Ensure that the case contains all the details and close the case. <!-- document id=994d5765afed6fcb9f3e0f99d865960e8b2fb2777b06a8b1ca7a84ee6272e7c8 url=/admin/current/en-us/service/264-0-0/cti_softphones_intro.md --> # What’s a Softphone? A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone's functionality and user interface are determined by the Salesforce admin. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Salesforce Overview](https://help.salesforce.com/s/articleView?id=service.console2_about.htm&type=5&language=en_US) - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") - [Use a Softphone in the Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_cti.htm&type=5&language=en_US) <!-- document id=4f8f62c2dd1e22dc8421a88661387e15c89e9e1280e37c975061cf6d03eb5bf3 url=/admin/current/en-us/service/264-0-0/bots_service_whats_a_variable.md --> # What’s a Variable? A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). There are three types of variables in the Bot Builder: Custom, Context, and System. Create custom variables to store information gathered from your customers. Use context variables to create channel-independent bots. Use the system variable to capture the last customer input with the bot. Variables are specific to the version of the bot in which they’re created. Variables can be inserted in bot messages and questions using standard merge syntax. The following types are available for custom variables. - Text - Number - Boolean - Object - Date - DateTime - Currency - Id Object type variables store full records with fields. For example, you can use a flow to retrieve a contact record, store the record in an object type variable, and then access one of the record fields, such as “Name”. Id is a text type variable with a restricted character count. - **[Add a Custom Variable](https://help.salesforce.com/s/articleView?id=service.bots_service_add_slot.htm&release=264.0.0&type=5)** Create custom variables to store information gathered from your customers. - **[Understand Context and System Variables](https://help.salesforce.com/s/articleView?id=service.bots_service_context_system_variables.htm&release=264.0.0&type=5)** Access important information during bot conversations with context and system variables. Context variables let your bot gather customer information regardless of channel. System variables store back-end information about conversations. <!-- document id=a38dfa29d42b7de68300b4c90f46688efb8871776c63ade9530faa3fe496d13c url=/admin/current/en-us/service/264-0-0/bots_service_whats_an_entity.md --> # What’s an Entity? An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Starting August 17, 2026, Einstein Bots is in Maintenance Mode. Existing Einstein Bots continue to be supported and can be used after August 17, 2026. However, no new features or enhancements will be added, and we recommend using Agentforce for new AI agent implementations. See [Upgrade Bots to Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_create.htm&type=5&language=en_US) and [Learn about Agentforce](https://trailhead.salesforce.com/content/learn/trails/design-and-implement-ai-agents-with-agentforce). Restricting the type of data that can be input into a field is crucial for data integrity. In Salesforce objects, fields are defined by an included Field Type, which describes the type of data that’s stored inside the field. In Einstein Bots, the Data Type and the Field are separated into an entity and a variable. Entities store the type of data that you want to store and can be shared across multiple variables or versions of the same bot. When you use a Question element to gather information from a customer, you specify the entity to look for in the customer input. You also specify a variable to store the information that the bot finds. The bot examines the customer input for the entity that you specify, and then stores the information in the variable that you specify. ## System Entities and Custom Entities Einstein Bots includes system entities, which are defined by the data type. They’re intentionally generic so that you can reuse them frequently across your bot. For example, the Text system entity accepts all text that the customer inputs in response to a question. To make your variable more specific, you can create custom entities to further define the data stored. Custom entities can have the data type of Text, Number, Boolean, Date, DateTime, or Currency. ## Entities and Conversation Repair Entity extraction is helpful when used with [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input."). If a customer response doesn’t match the entity format, you can provide extra messages to help the customer correct the formatting. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Boolean system entities are English-only. ## Boolean Entities Boolean Entities define yes or no answers. When selected, bots look for words, emoji, or phrases that commonly refer to either yes or no. You can include static choices to encourage the end user to pick one, but if they type instead, the bot filters that text through the boolean entity parameter. If the bot can’t identify yes or no from the input, the text is categorized as a neutral response. ![An example of a boolean entity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_boolean_entity.png) Boolean entities support the same languages as Einstein Bots, but English is the only language that’s generally available. All other languages are supported in beta. Learn more about supported languages at [Define Languages for Your Einstein Bot](https://help.salesforce.com/s/articleView?id=service.bots_service_language_define.htm&release=264.0.0&type=5 "Your global customers expect your bots to understand their native language. To know what your customers are saying, your bots must know how a language works. Bots use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, or number formatting. Einstein Bots that use a specific language can better understand the customer and route them to the correct dialog."). Einstein Bots also support emoji responses. ## Custom Text Entities You can create custom text entities to enforce patterns of text or categorize synonyms of the same word as one value. To add a Regex pattern to your entity, use the Pattern Extraction Type. Use the Value Extraction Type to set values and their alternates. ![An example of an email pattern entity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_entity_pattern.png) ![An example of a value entity.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_entity_value.png) - **[Add a Custom Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5)** Create custom entities to gather information that matches a regex pattern or list of synonym values. - **[Add a Value List Entity](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity_value_list.htm&release=264.0.0&type=5)** A value list entity provides a way to extract the entity if there’s an exact match to a value or a synonym in a list of values. <!-- document id=c014380afbfb2c50c11416c003d10ec4bd007dc961502343d6062e28be948a67 url=/admin/current/en-us/service/264-0-0/pfs_enhanced_available.md --> # What’s Available in Enhanced Scheduling and Optimization Review some highlights of the Field Service Enhanced Scheduling and Optimization engine. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> The Enhanced Scheduling and Optimization engine includes innovative capabilities. | Feature | Description | | --- | --- | | [Activity Reports (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_activity_reports.htm&type=5&language=en_US) | Easily monitor the activities and processes that you initiate in your Salesforce org. Generate an activity report for a specific request type and easily identify whether it succeeded or failed. For example, generate a report on a Global Optimization request that failed. The report output details the reasons for the failure, allowing you to take action and troubleshoot the issue quickly. | | [Appointment Insights (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_insights_parent_page.htm&type=5&language=en_US) | Helps you understand why service appointments can’t be scheduled and shows what changes you can make to qualify more time slots and candidates for scheduling. | | [Dynamic Scaling](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_dynamic_scaling.htm&language=en_US) | Manage large-scale global and in-day optimization effectively without splitting data due to system limits. Dynamic scaling intelligently structures data into geographical logical clusters, seamlessly balancing demand and capacity while accounting for operational work rule constraints. This capability simplifies optimization management by enabling higher system limits, so you can optimize your entire dataset in one smooth operation. | | [Enhanced Optimization per Territory](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&type=5&language=en_US) | Enables you to deploy enhanced scheduling and optimization at the territory level. Define for each territory whether to use Enhanced Scheduling and Optimization. By moving the territories with simpler scheduling scenarios to use Enhanced Scheduling and Optimization, you keep the more complex scenarios for later releases, when all the service territory features are supported. This gradual rollout reduces risk and provides focused support to those territories where the new functionality has been enabled. | | [Fix Schedule Overlaps Automated Flow](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_fix_schedule_overlaps_flow.htm&type=5&language=en_US) | Addresses what happens to your schedule during resource schedule optimization to resolve schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case. | | [Flexible Breaks](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&type=5&language=en_US) | Add multiple breaks to availability-based work rules. Flexible break times are calculated at the start of each work day. Set a break duration and a time window for when the break must occur relative to the start of the resource’s day. Optimization can then schedule appointments and break times. | | [Minimize Gaps Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_group_nearby.htm&language=en_US) | Ensure mobile workers maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. Use the Group Nearby Appointments objective to prefer reducing the number of service resources working at nearby appointments on a given day. This objective is ideal for organizations with a large number of appointments per mobile worker, where multiple workers typically start from the same home base and cover the same geographical areas. | | [Holiday Management](https://help.salesforce.com/s/articleView?id=service.fs_oh_holidays.htm&type=5&language=en_US) | Account for holiday closures. Refine your working hours by updating operating hours so that service appointments aren’t scheduled on holidays. | | [Keep Scheduled](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&type=5&language=en_US) | Keep service appointments with certain values on the schedule. During optimization, or when scheduling or booking appointments, these service appointments aren’t dropped and can be moved to a different time slot or service resource. | | [Minimize Gaps Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives_min_gaps.htm&language=en_US) | Enables you to reduce idle time between service appointments and improve resource productivity by preferring to schedule service appointments consecutively. Use this objective to prevent schedule gaps and to make sure service resources have a continuous block of service appointments rather than multiple idle times between appointments throughout the day. | | [Offsite Appointments](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") | Indicates whether an appointment can be done remotely, with no travel time added to the schedule. For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be done from anywhere. | | [Optimization Hub](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_hub_parent_page.htm&type=5&language=en_US) | Shows the improvements that optimization makes to the scheduling of service appointments across multiple territories in one unified hub. | | [Optimization Request Files (Beta)](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_request_files.htm&type=5&language=en_US) | Quickly retrieve the request and response files of an optimization request. Review the files in a JSON file format to find out what happened to a specific request and to resolve related issues. | | [Optimization Request Owner](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&type=5&language=en_US) | Shows which user who initiated the global, in-day, or resource schedule optimization request or who configured the scheduled job. The Owner field in the optimization request lets service managers easily identify the user involved, providing insights into scheduling and optimization actions. This functionality facilitates system tracking, troubleshooting, and traceability. | | [Same Site Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&language=en_US) | Ensures that a minimal number of mobile workers visit the same location by having the optimization services group service appointments located at the same site. Use the Same Site service objective to prefer that jobs get scheduled together while considering all other objectives and KPIs. | | [Schedule Across Multiple Time Zones](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&type=5&language=en_US) | Add operating hours on secondary service territories in various time zones to maximize resource availability. For example, a mobile worker can service adjacent cities in different time zones. Or, a service resource can provide technical assistance from a call center to New York, Tel Aviv, London, and Sydney. | | [Scheduled Jobs](https://help.salesforce.com/s/articleView?id=service.pfs_set_up_jobs_enhanced.htm&release=264.0.0&type=5 "Optimize your team’s Field Service schedule for one or more service territories across a specified range of days. You can configure the optimization to run automatically, for example, every night or several times a day, or run it as needed.") | Enables you to better manage the volume of your optimization runs by setting up scheduled jobs that run separately for defined groups of service territories. Scheduled jobs gives you more control over when and how often a job runs. To avoid setting up overlapping optimization requests when you’re using enhanced scheduled jobs, make sure **Enable optimization overlaps prevention** is selected in Field Service Settings. | | [Service Appointment Sliding](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US) | Enables you to free up time for a new service appointment when using appointment booking and scheduling operations. Service appointments on the Gantt can move for the same resource to an earlier or later time, within the resource’s shift. | | [Service Appointment Reshuffling and Support for High-Over-Low Prioritization](https://help.salesforce.com/s/articleView?id=service.pfs_sliding_service_appointment.htm&type=5&language=en_US) | Enables you to free up time for a new service appointment when using appointment booking and scheduling operations. Service appointments on the Gantt can move to an earlier or later time for the same resource within the resource’s shift, to another day for the same resource, or to a different resource. In addition, when **Schedule over lower priority appointment** is selected on the service appointment, a lower or equal priority appointment can be dropped from the Gantt. | | [Skill Preference Objective](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US) | Identifies the best-qualified candidates when optimizing your schedule. Use the Skill Preference service objective to find candidates with a skill of a certain skill type that reflects the service appointment's skill preferences. For example, a service appointment requires a caregiver who speaks English or Spanish but the preferred choice is Spanish. | | [Travel Modes](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&release=264.0.0&type=5 "Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations.") | Enhances predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations. | | [Travel Time Buffer](https://help.salesforce.com/s/articleView?id=service.pfs_travel_modes_set_up.htm&release=264.0.0&type=5 "Optimization services with different travel modes enhance predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations.") | Adds a buffer to your estimated travel time to account for additional arrival time considerations like unloading technical gear, walking time in a building complex, or finding parking. You can define this at the org and territorial levels. | | [Work Capacity Limits](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&release=264.0.0&type=5 "Control the work performed by your workforce according to dynamic company priorities. ") | Control the work performed by your workforce according to dynamic company priorities. Limit the number of hours or percentage of the available work capacity on certain days for specific service territories according to the value of a specific service appointment attribute. | Review the scheduling and optimization services available with Enhanced Scheduling and Optimization. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note These tables list only the main services and features available in Enhanced Scheduling and Optimization. Features listed as unavailable are on the roadmap for later releases. ## Scheduling and Optimization Services Scheduling and optimization includes services used to create, schedule, reschedule, and unschedule service appointments. Scheduling Services <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.76923076923077%"> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:38.46153846153847%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e435">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e438">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e441">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e444">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Appointment Booking</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> <ul> <li>The Objective Calculation explanation is missing.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Bulk Schedule</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Drag & Drop</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Emergency Wizard</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Get Candidates</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> <ul> <li>The Objective Calculation explanation is missing.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Keep Scheduled</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Reshuffle</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> <ul> <li>Available for scheduling and appointment booking.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Schedule</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e435 ">Schedule over lower priority appointment</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e438 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e441 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e444 "> </td> </tr> </tbody> </table> Dynamic Gantt | Feature | Available | Not Yet Available | Notes | | --- | --- | --- | --- | | Fill-in Schedule |   | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   | | Fix Overlaps |   | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   | | Group Nearby |   | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   | Optimization Services Optimization services improve schedule quality by fixing non pinned rule-violating service appointments. If no valid schedule for these appointments exists, these service appointments are unscheduled at the end of the optimization process. Pinned service appointments remain in place during optimization. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.76923076923077%"> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:38.46153846153847%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e767">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e770">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e773">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e776">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e767 ">Global optimization</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e770 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e773 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e776 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e767 ">In-day optimization </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e770 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e773 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e776 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e767 ">Resource Schedule Optimization (RSO)</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e770 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e773 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e776 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e767 ">Scheduling recipes</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e770 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e773 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e776 "> <ul> <li>The Fix Schedule Overlaps automated flow replaces scheduling recipes when you're using Enhanced Scheduling and Optimization to resolve overlaps that occur when a mobile worker finishes an appointment late.</li> </ul> </td> </tr> </tbody> </table> Transparency Services | Feature | Available | Not Yet Available | Notes | | --- | --- | --- | --- | | Activity Reports (Beta) | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   |   | | Appointment Insights (Beta) | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   |   | | Optimization Hub | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   |   | | Optimization Request Files (Beta) | ![green checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png) |   |   | ## Work Rules Work rules refine the list of candidates for a service appointment by rejecting service resources that don’t match the rule. Add work rules to a scheduling policy to guide schedule optimization. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.76923076923077%"> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:38.46153846153847%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1013">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1016">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1019">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1022">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Count Rule</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Complex work is supported with the Count work rule.</li> <li>You can use the Count work rule with relevance groups that consist of service territory members and with relevance groups that are based on service appointments.</li> <li>If you use the Count work rule on a custom field, the limitation considers the order of scheduled appointments, ensuring that your workers don't exceed the set limit at any point throughout the day. For example, you have a custom field that checks the capacity of your workers’ vehicle, and the Count work rule is set to 10. Throughout the day, a driver picks up five units, picks up another eight units, and then drops off four units. The Count work rule registers this violation on the second service appointment and on all the following appointments that day. The total count value at any time during the day can’t be negative.</li> <li>Shifts spanning over midnight aren’t supported. For example, a nurse has a shift that starts on Monday at 5 PM and ends on Tuesday at 5 AM, and the Count work rule is set to 10 service appointments per day. The nurse completes 8 service appointments on Monday and another 5 service appointments on Tuesday. Even though the nurse completed under 10 service appointments each day, the Count work rule recognizes it as 13 service appointments, which currently violates the rule.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Designated Work (shifts and time slots)</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Excluded Resources </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Extended Match </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Performance and schedule quality can be affected while using time-phased Extended Match in global optimization.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Match Boolean</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Match Fields</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Match Skills</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Match Territory</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Scheduling outside working hours can result in a rule violation.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Match Time</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Check Rules doesn't distinguish which time rule led to a violation.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Maximum Travel from Home </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Overtime</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Overtime is supported only after a shift. Overtime during a shift is considered part of regular working hours.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Required Resources </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Service Crew Resources Availability</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Service Resource Availability </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>You must include a Service Resource Availability rule in the scheduling policy. </li> <li>Endless travel at the expense of the resource isn’t supported, so you can’t leave the Travel From Home or Travel To Home fields empty. </li> <li>When two separate working shifts or time slots are defined for a service resource, these shifts or time slots are considered unified during the scheduling and optimization process if the time between them is 1 minute. To define two separate shifts or time slots per resource, the time between the shifts or time slots must be greater than 1 minute. For example, define a night shift by using operating hours as 9:00 PM until 11:59 PM on Monday and 12:00 AM until 6:00 AM Tuesday, as these hours are unified for a continuous night shift.</li> <li>When the travel time of a service appointment overlaps with another service appointment, a rule violation is shown only for the appointment with the overlapping travel time.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Service Resource Availability - Flexible Breaks</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>A limit of up to three breaks applies.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Visiting Hours</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1013 ">Working Territories (for secondary territories)</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1016 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1019 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1022 "> <ul> <li>Scheduling outside working hours can result in a rule violation.</li> </ul> </td> </tr> </tbody> </table> ## Service Objectives A service objective is a scheduling goal or target. You can weigh service objectives to prioritize one over another. Each appointment assignment has a score of 0 to 100 for each service objective based on how fully the objective is met. The highest-scoring assignments are preferred. A scheduling policy can have one or more service objectives. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30.76923076923077%"> <col style="width:15.384615384615385%"> <col style="width:15.384615384615385%"> <col style="width:38.46153846153847%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1458">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1461">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1464">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1467">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Custom Service Objects</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Minimize Gaps</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span></td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> <ul> <li>This objective is supported only for the schedule, bulk schedule, in-day, and global optimization services.</li> <li>This objective doesn’t support multiple flexible lunch breaks.</li> <li>This objective doesn’t support multiday service appointments.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Minimize Overtime</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> <ul> <li>Relevance groups are supported based on service territory members only. You can’t select to apply the Minimize Overtime service objective only for specific service appointments.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Minimize Travel </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> <ul> <li>Relevance groups are supported based on service territory members only. You can’t select to apply the Minimize Travel service objective only for specific service appointments.</li> <li>The Exclude Home Base Travel option isn’t supported by Enhanced Scheduling and Optimization.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Preferred Resource</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Resource Priority</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Same Site</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Schedule ASAP </td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> <ul> <li>Relevance groups are supported based on service appointment definitions only. You can’t select to apply the Schedule ASAP service objective only when scheduling to specific resources.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Service Appointment Priority (nonconfigurable objective)</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Skill Level</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1458 ">Skill Preference</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1461 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1464 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1467 "> </td> </tr> </tbody> </table> ## Resource and Service Types Several types of service resources and service appointments are available in Field Service. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:25%"> <col style="width:16.666666666666664%"> <col style="width:16.666666666666664%"> <col style="width:41.66666666666667%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1751">Feature</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1754">Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1757">Not Yet Available</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d70111e1760">Notes</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Capacity-based resource</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> <ul> <li>Resource absence isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.</li> <li>Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Complex work</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Crews</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Individual service resources</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Multiday work</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> <ul> <li>Multiday scheduling is supported in all Enhanced Scheduling and Optimization services except Appointment Booking.</li> <li>Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment when you're using Enhanced Scheduling and Optimization.</li> <li>Multiday work doesn’t support visiting hours when you're using Enhanced Scheduling and Optimization.</li> <li>Multiday work isn't supported with dynamic scaling.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Resource Efficiency</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> <ul> <li>Resource efficiency is rounded up when you're using Enhanced Scheduling and Optimization.</li> <li>Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.</li> </ul> </td> </tr> <tr class=""> <td data-label="Feature" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1751 ">Standard service appointments</td> <td data-label="Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1754 "> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> </td> <td data-label="Not Yet Available" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1757 "> </td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d70111e1760 "> </td> </tr> </tbody> </table> #### See Also - [Get Started with Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto.htm&type=5&language=en_US) - [Adopt and Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&type=5&language=en_US) - [Set Up Enhanced Optimization for Field Service Territories](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_optimization_per_territory.htm&type=5&language=en_US) <!-- document id=542288150a3cca637f204bedd18d4cfa133a2b6812872200b10d75e83d797162 url=/admin/current/en-us/service/264-0-0/incident_mgmt_what_is_this.md --> # What’s Customer Service Incident Management? In today’s digital world, service disruptions are inevitable. Web outages occur. Code changes or corrupt data bring down servers. Severe weather causes power outages or delivery delays. When service incidents like these happen to your business, you want to analyze the cause, streamline service operations, and minimize downtime. You can take those steps with Customer Service Incident Management from Agentforce Service (formerly Service Cloud). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Customer Service Incident Management is a service solution that helps your teams track large-scale disruptions and delegate tasks to the right experts to ensure that your business delivers on customer expectations. With built-in fields, page layouts, and best practices, Customer Service Incident Management helps your service teams respond to any disruption and keep customers informed. Plus, with release management features, your team can implement changes to prevent recurring problems. How your company responds to a disruption can make or break your brand. Fast resolution is good, but how you communicate and manage the customer experience during a service disruption is equally important. Turning a disruption into a positive experience can strengthen customer loyalty. With Customer Service Incident Management, you can: - Proactively identify and address incidents. - Provide support reps and response teams a centralized place to track and manage the incident. - Leverage a unified console where incident, customer, and case data is easy to find. - Meet service level agreements (SLAs). - **[Customer Service Incident Management Objects and Fields](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_objects.htm&release=264.0.0&type=5)** With Customer Service Incident Management your service teams get the tools and workflows they need to provide greater visibility and faster responses to disruptions. Here’s how. - **[Cases and Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_case_vs_incident.htm&release=264.0.0&type=5)** Learn how cases and incidents help your service teams resolve customer issues of different scale. - **[Incident Lifecycle Example: A Day in the Life of an Incident Team](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_example.htm&release=264.0.0&type=5)** An incident manager at Take-Out notices a spike in customer cases coming from multiple channels, including email, chat, messaging, and phone, about errors with a new marketing discount code. <!-- document id=b780561b8862829784683c48ad47fe313f60af9b454958ee64a95740e2709531 url=/admin/current/en-us/service/264-0-0/live_agent_lightning_experience_expected_behavior.md --> # What's Different in Chat in Lightning Experience Chat looks and functions differently in Lightning Experience. Keep these considerations in mind whether you're starting fresh or making the switch to Chat in Lightning Experience. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat). The following feature gaps apply for Chat in Lightning Experience: ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important You must route chats with Omni-Channel in Lightning Experience. Make sure that you have Omni-Channel ready for Lightning Experience and set up your chat button to route with Omni-Channel. For more information, see [Compare Live Agent and Omni-Channel Routing for Chats](https://help.salesforce.com/s/articleView?id=service.live_agent_and_omni_compare_routing.htm&release=264.0.0&type=5 "See the benefits and limitations of using Omni-Channel routing for chats or keeping Live Agent routing for chats. If you want to use Chat in Lightning Experience, you must use Omni-Channel routing."). - The Recently Viewed Pages list view isn’t available in Lightning Experience. - Some Console API methods for Chat aren’t supported with Omni-Channel routing or with Lightning Experience. <!-- document id=2efa0aa9764aca371266f80b05670c6ffe3c1d006d730599267ca3b857ef278c url=/admin/current/en-us/service/264-0-0/enhanced_chat_v2_intro.md --> # What’s Enhanced Chat v2? Enhanced Chat v2 is a new customer interface for Enhanced Chat that's optimized for modernized features and agentic use cases, including multimodal experiences. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="enhanced_chat_v2_intro__d798e1065"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="enhanced_chat_v2_intro__d798e1065" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Enhanced Chat v2 offers these key features and capabilities. - Modern Interaction Experience: Adopt a refreshed, Agentforce-style branding designed to be modern out of the box. - Custom Content: Define and render standard and Custom Lightning Types, allowing you to showcase custom Lightning Web Components within a chat. - Agentic Features: Support advanced features for agents, such as token streaming and Agentforce Voice. - Performance: Experience improved chat window loading times. - Context Events API: Enable the passing of user session details, such as current page URL and search activity, to the agent by supporting context events through utlAPI. Moving from your Enhanced Chat deployments from v1 to v2 is optional. For more information about supported features in each version, see [Compare Enhanced Chat v1 to Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&release=264.0.0&type=5 "Review the tables to learn what is and isn’t available in the Enhanced Chat v2. We’ve broken features out by what’s available in Messaging Channel Settings, Embedded Service Deployment Settings, and Additional Features."). - **[Compare Enhanced Chat v1 to Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_feature_comparison.htm&release=264.0.0&type=5)** Review the tables to learn what is and isn’t available in the Enhanced Chat v2. We’ve broken features out by what’s available in Messaging Channel Settings, Embedded Service Deployment Settings, and Additional Features. - **[Switch to Enhanced Chat v2](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_setup.htm&release=264.0.0&type=5)** Ready to make the switch to Enhanced Chat v2? Check out our paths to success. <!-- document id=2be30c8826e1526dfcf0bc08ffd83c8a89fec66d236a8f2f6b79bc1545588ccc url=/admin/current/en-us/service/264-0-0/reimagine_miaw.md --> # What’s Enhanced Chat? Enhanced Chat provides your customers with a personalized messaging experience from your mobile app or website to the Service Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="reimagine_miaw__d937e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="reimagine_miaw__d937e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> Enhanced Chat offers an asynchronous conversation experience where customers can stop and then resume the chat at any time without losing conversation history. Customers can also chat across browser tabs and devices without losing the conversational thread. To review the full range of features, see [Compare Legacy Chat to Enhanced Chat Capabilities](https://help.salesforce.com/s/articleView?id=service.miaw_chat_vs_messaging.htm&release=264.0.0&type=5 "Review the benefits of Enhanced Chat, and compare the modernized channel to our Legacy Chat product."). ## Understand the Flow of Data Understand how your customer’s information flows from a pre-chat form, to record generation and connection to the right member of your support team. A customer requests a messaging conversation and provides contact info and other details in a pre-chat form. Their form-field inputs travel in your new messaging channel and are mapped as parameters. The flow you set helps define where the inputs go, such as an email address or an order number. A service rep connects and is ready to help with specific information at their fingertips. Optionally, a new Salesforce record can be created or updated as part of your enhanced flow. ![Diagram with each stage in dataflow process: request conversation, pre-chat form, messaging parameters, flow definition, Salesforce records, and service rep routing.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/miaw/miaw_data_flow_diagram.png) - **[Replace Legacy Chat with Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&release=264.0.0&type=5)** Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to Enhanced Chat (formerly known as Messaging for In-App and Web). Assess your readiness for transition with Chat Transition Readiness Report. Enhanced Chat offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn more about product improvements, feature comparisons, and setup considerations to prepare for your move to Enhanced Chat. - **[What’s Enhanced Chat v2?](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_v2_intro.htm&release=264.0.0&type=5)** Enhanced Chat v2 is a new customer interface for Enhanced Chat that's optimized for modernized features and agentic use cases, including multimodal experiences. - **[Plan for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.planning_checklist.htm&release=264.0.0&type=5)** Before configuring an Enhanced Chat experience, consider your business's current support goals. This step helps you select the right Omni-Channel routing approach, pre-chat form fields, and custom parameters to personalize the experience. - **[Create a Synchronous Chat Experience in Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_synchronous.htm&release=264.0.0&type=5)** Enhanced Chat provides an asynchronous chat experience, which allows the end user to start, stop, and resume the same conversation when it’s convenient. However, Enhanced Chat also supports synchronous conversations with a clear beginning and end. - **[Considerations and Limitations for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_considerations_and_limitations.htm&release=264.0.0&type=5)** Before starting your setup process, review the considerations and limitations for Enhanced Chat. - **[Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5)** Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web. - **[Rate Limits for Enhanced Chat](https://help.salesforce.com/s/articleView?id=service.miaw_rate_limits.htm&release=264.0.0&type=5)** Before starting your setup process, review the rate limits for Enhanced Chat. - **[Enhanced Chat Preview Default Settings](https://help.salesforce.com/s/articleView?id=service.messaging_miaw_default_settings.htm&release=264.0.0&type=5)** When you turn on Enhanced Chat in Salesforce Go, these settings become active. <!-- document id=931f0be8c21eedfc1d8f94e00b21c3d0ec3e9318d133b3454a992303134cd791 url=/admin/current/en-us/service/264-0-0/entitlements_about.md --> # What’s Entitlement Management? Entitlement management helps you provide the correct support to your customers. Its variety of features let you define, enforce, and track service levels as part of your support management process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Entitlement management features include: - _Entitlements,_ which let support reps determine whether a customer is eligible for support. - _Entitlement processes,_ which let you design timelines that include all the steps that your support team must complete to resolve support records like cases or work orders. - _Service contracts,_ which let you represent different kinds of customer support agreements like warranties, subscriptions, or maintenance agreements. You can restrict service contracts to cover specific products. - _Experience access to entitlements,_ which lets Experience users view entitlements and service contracts and create support records from them. - _Reporting on entitlement management,_ which lets you track the way entitlements are used in your Salesforce org and whether service contract terms are being met. Because entitlement management is highly customizable, you have full control of which features you use and how you set them up to reflect your customer support model. We’ll walk you through important planning decisions and setup steps to help you make the most of entitlement management. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Only users in orgs with Agentforce Service (formerly Service Cloud) can enable, create, and update entitlement management items. #### See Also - [Planning for Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_determining_set_up.htm&release=264.0.0&type=5 "Entitlement management is highly customizable, which means you have many choices during setup. Before you begin the setup process, it’s essential to choose an entitlement management model.") - [Entitlement Management Setup Checklist](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_entitlement_management.htm&release=264.0.0&type=5 "When you set up entitlement management, you decide which features to use. Use this checklist to confirm that you’ve set up entitlement management in a way that fits your support processes.") <!-- document id=59489d86c1ff21e4d443110114dadab584520ff24f703956264afd8dc6a369a8 url=/admin/current/en-us/service/264-0-0/messaging_introduction.md --> # What’s Messaging? Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_introduction__d642e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_introduction__d642e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Service console showing a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_console.png) Salesforce supports multiple types of Messaging channels. With Enhanced Chat, you can add messaging to your website or mobile app. With a WhatsApp, Facebook Messenger, LINE, Apple Messages for Business, or SMS channel, you can support customers in a familiar setting—all from one browser tab. And with Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS, you can add a partner integration with an external messaging service. ![Graphic showing four stages: Customer sends message, Omni-Channel routes, AI agent or reps assist, and Supervisor monitors](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_conceptual_graphic.png) ## Multi-Channel Support With Salesforce Messaging, your support team helps customers over their preferred messaging channel without leaving the Service Console. When customers need help from your business, they can message you on any channel you’ve set up and get help from a service rep, AI agent, or bot. You choose the channels where you communicate with your customers—for example, you may prefer to set up only a WhatsApp channel. Reps in most Messaging channels can also proactively start conversations with customers, or your business can add automation to send notification messages to customers. If a customer responds to a notification, their response is routed back to your support team. ## Routing by Omni-Channel Salesforce's routing tool assigns incoming messages to queues, flows, or service reps. Queue-based routing is ideal for simple routing scenarios. Alternatively, use Flow Builder to set up an Omni-Channel flow, which supports more complex routing logic. ## Service Console Incoming messages appear in the Omni-Channel utility or sidebar in the Service Console, just like phone calls. Service reps can accept a message and start chatting. The Enhanced Conversation component in the console shows current and past messages exchanged with the customer. Messaging user records, created for anyone who has exchanged messages with your company, show the user's related Salesforce records and all of their messaging sessions in a particular channel. To let service reps gather and share information in familiar formats, create a library of interactive components. Messaging components are available in several formats, including rich links, questions with options, forms, and time selectors. Reps use the messaging component action or a custom flow to send a messaging component to a customer during a session. Depending on the channel capabilities, your team can also send and receive familiar content types such as images, videos, audio messages, and PDFs. Sometimes, a service rep isn't able to resolve a customer's issue on their own. When this happens, they have options: they can exchange private messages with a supervisor to troubleshoot, transfer the session to another member of their team, or if the customer stops responding, mark the session inactive. ## AI Solutions To reduce the load on your support reps, create an enhanced bot or an AI agent, such as Agentforce Service Agent. An AI agent functions as an autonomous member of your support team: with the help of the Salesforce AI reasoning engine, it can carry on realistic conversations with customers, complete a range of actions in Salesforce, and proactively advance your customer service goals. Best of all, setting one up takes just a few minutes, and you can [try it yourself in Trailhead](https://trailhead.salesforce.com/content/learn/trails/get-ready-for-agentforce). Alternatively, add an enhanced bot to your Messaging channels to field common questions. Unlike AI agents, bots rely on scripted conversations and require some human involvement. AI agents and bots benefit you and your support team in several key ways: They help you resolve cases faster, and shorten messaging sessions by letting customers self-direct. While these tools are an optional part of Messaging, they can help you scale your business's customer service strategy, boosting your efficiency without increasing the number of reps. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation. - **[Messaging Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&release=264.0.0&type=5)** Before you get started with Messaging, review key limits and considerations. - **[Compare Messaging Channel Capabilities](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&release=264.0.0&type=5)** Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud). - **[Enhanced Chat and Messaging Glossary](https://help.salesforce.com/s/articleView?id=service.miaw_glossary.htm&release=264.0.0&type=5)** When you’re setting up Enhanced Chat or Messaging, it’s helpful to understand the terms that we use to talk about these services. - **[Lifecycle of a Messaging Session](https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&release=264.0.0&type=5)** Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively. - **[Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5)** As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet. #### See Also - [_Trailhead:_ Salesforce Messaging](https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging) <!-- document id=af7b4e689a552b95c1b0717f5246741c55c8f1d06915bbb105395763fa3dd4c4 url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr17.md --> # What’s New in Click Field Service Edge for Fuji MR17 Learn about the new features and enhancements that are part of the Service Edge Fuji MR17 release. ## Release Highlights The Fuji MR17 release focuses on improvements in product trust and providing the highest level of security. In this release, we focus on the ability to use a new method for delivering the MFA token required as part of the login process for customers who don’t use Single-Sign-on (SSO). The method of delivery is based on the Google Authenticator mobile app and requires a prior installation of the app and a one-time short registration process. For a list of issues resolved in this release, see [Resolved Issues](https://help.salesforce.com/s/articleView?id=service.fse_whats_new_fuji_mr17.htm&release=264.0.0&type=5). For a list of known issues, see [Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_known_issues.htm&release=264.0.0&type=5 "This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release."). From Fuji MR17, the product documentation is available in Salesforce Help. ## Schedule - **Handling lunch break changes made by relocated field resources** When a relocated field resource updates the lunch break start time to accommodate a one-time change, the lunch break appears accurately in the Gantt, presenting the updated availability of the resource to the Dispatcher. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. ## Platform - **Clustering outgoing messages** You can configure the Integration Manager to cluster outgoing messages according to any numeric dictionary property of any object, in addition to the Task and Engineer objects. See Configuring Integration Manager Options in the FSE Administration and Configuration Guide. ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/checkmark.png) This feature is available upon deployment. ## Security and Trust - **MFA token new delivery method** To increase the success rate of users trying to log in with MFA and reduce the integration with Twilio’s text messaging, an additional method of token delivery can be used. The new method is available for all Field Service Edge clients, apart from the Service Edge Mobile app. ![Settings icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/settings.png) To use this feature, you must configure the Google Authenticator delivery method for MFA. See Configuring Multi-Factor Authentication in the FSE Administration and Configuration Guide. - **Data collection aggregation view—monthly usage graphs** New graphs illustrate a monthly aggregation of the sizes of all objects within the tenant's database for the current year. These graphs indicate, for each month, the minimum, maximum, and median sizes, enabling administrators to monitor and manage the size of data objects appropriately. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. - **User license usage view** A modification was implemented to extend the visibility timeline for users with no recent activity to 90 days. This enhancement provides admin users with an extended period to gain a better understanding of the actual license usage. ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/checkmark.png) This feature is available upon deployment. - **Agent time exceeded usage alert (Sandbox)** To maintain a sustainable product, a new daily awareness message informs the administrator when the overall agent time exceeds the allowed limit. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. ## Mobile **ClickMobile Touch App** - A new ClickMobile Touch app for Android, iOS, and Windows 10 supports the functionality related to the Google Authenticator app. - Resolved issues **Service Edge Mobile App** - Resolved issues ## Resolved Issues Issues resolved in Fuji MR17. | # | ID (Internal) | Description | | --- | --- | --- | | 1 | 244234 | Schedule: When creating or updating a Shape working area for territory planning the UI displays the preloader even though the action has finished successfully. | | 2 | 244387 | Schedule: The recurring work shift in the Calendar is displayed on top of the single work shift. | | 3 | 244394 | Logic: Scheduling a multi-stage task for two resources with the same start time fails when predictive travel is enabled. | | 4 | 244428 | Platform: Can't update a resource's phone number if the new number includes "-" or "/". | | 5 | 244661 | Schedule: The Refresh message in the Task list is in the wrong font. | | 6 | 244933 | Mobile: In the Timesheet app, duplicate NA activities are sometimes created if the mobile resource uses two devices. | | 7 | 245342 | Platform: The number of Total Active Licenses displayed in the UI isn’t accurate. | <!-- document id=1c52d9cd2d546b3ef7143301c381e758f318a275de2521476d7d7d504faf1e1e url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr18.md --> # What’s New in Click Field Service Edge for Fuji MR18 Learn about the new features and enhancements that are part of the Service Edge Fuji MR18 release. ## Release Highlights Fuji MR18 release focuses on improving product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. Since the ClickSoftware acquisition in October 2019, Salesforce recommends migrating to the Salesforce Field Service product. Review Salesforce Field Service and contact your Account Executive to start planning the migration process. Field Service Edge documentation can now be accessed via the Salesforce portal. For a list of known issues, see [Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_known_issues.htm&release=264.0.0&type=5 "This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release."). From Fuji MR17, the product documentation is available in Salesforce Help. ## Platform - **Enforcement of integration requests throttling** Open integration requests that last too long might impact the system's performance, stability, and overall availability. To avoid this situation the FSE server terminates connections to incoming integration requests that keep an open HTTP connection longer than 120 minutes. A 408 error code is returned to the calling application, with the “Request Timeout” message. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. - **MS SQL Server upgrade** The current database server was upgraded to MS SQL 2019. ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/checkmark.png) This feature is available upon deployment. - **Analytics service on Sandbox tenants** Access to the Analytics service on Sandbox tenants is limited to the preferred Sandbox tenant. ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/checkmark.png) This feature will be available in Fuji MR18 after deployment, upon announcement. ## Security and Trust - **New MFA token delivery method by Google Authenticator app** Twilio’s text messaging service is planned to be decommissioned toward the end of the year. Use the new MFA token delivery method and transition from Twilio’s text messaging services to increase service stability and availability. ![Settings icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/settings.png) Configure the Google Authenticator delivery method for MFA. See Configuring Multi-Factor Authentication in the FSE Administration and Configuration Guide. - **TLS on integration servers in production environments** Improved integration security uses TLS infrastructure to meet the highest industry standards. This change doesn’t impact customers. ![Checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/checkmark.png) This feature is available upon deployment. - **File attachment retention policy change** Some customers retain file attachments for business purposes such as audits, safety information, a holistic view of service records, or completeness of work orders. To accommodate this need, the data retention policy for file attachments is extended to 180 days. This retention policy means, for example, that a file attachment placed in an AWS S3 designated bucket on July 1, 2024 will no longer be accessible in 2025. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. No user action is required. ## Mobile **ClickMobile Touch App** - **Bing Maps for ClickMobile Touch Windows users** The Bing Maps API is used for map visualization. ![Toggle on](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_clicksoftware_field_service_edge-264-0-0-production-enus/cc0671e5-9790-4bc7-b04a-272b96d78220/support_clicksoftware_field_service_edge/images/toggle.png) Requires feature toggle on. No user action is required. - A new ClickMobile Touch app for Android replaces the deprecated [Web SQL](https://developer.chrome.com/blog/deprecating-web-sql) with SQLite. - Migration of Firebase Cloud Messaging: The API for sending push notifications is migrated to a new, more secure version. See [FCM V1 API](https://firebase.google.com/docs/cloud-messaging/migrate-v1). - Resolved issues **Service Edge Mobile App** - Resolved issues ## Resolved Issues Issues resolved in Fuji MR18. | # | ID (Internal) | Issue Description | Solution Description | | --- | --- | --- | --- | | 1 | 245638 | Platform: The Purge agent doesn't purge the yearly intervals in calendars not connected to resources. | A new property was added to the Purge Objects and Collection agent. Adding to the Purge agent setting the property chkPurgeCalendarIntervalsNotByResource with the TRUE value purges also intervals unrelated to resources. | | 2 | 256049 | Platform: Downloading a backup from a Mongo DB fails if the browser settings don't allow downloading multiple files. | A pop-up message warns the user if the browser blocks the download. | | 3 | 255985 | Platform: In the Collection Database Usage view, the top panel displays an empty field for Total Usage if there’s no available data. | The Total Usage field now displays N/A if there’s no available data. | | 4 | 255904 | Platform: When configuring the Task Completion report for the PDF Template you can only select All Task Types and not a specific task type. |   | | 5 | 255898 | Platform: The tooltip for long entries isn't displayed in tabular views. |   | | 6 | 245647 | Alert Center: When filtering domains, alerts from filtered-out domains are still displayed in the Alert Center. |   | | 7 | 255816 | Schedule: When a user with read-only permissions tries to update a calendar interval, the change isn't saved but the UI shows the updated interval. |   | | 8 | 256175 | Mobile: When uploading a URL of an HTML Container with an image in the Mobility studio, Android devices present an error with the URL instead of the image. |   | | 9 | 259785 | Mobile (Touch): ClickMobile performance is degraded while a crew member updates a status. |   | <!-- document id=ceadcb70fa482a02aa25dfc645b787aaee617d5c43eefc6f81c8d239777b4a8a url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr19.md --> # What’s New in Click Field Service Edge for Fuji MR19 Learn about the new features and enhancements that are part of the Service Edge Fuji MR19 release. ## Release Highlights Fuji MR19 release focuses on improving product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. Since the ClickSoftware acquisition in October 2019, Salesforce recommends migrating to the Salesforce Field Service product. Review Salesforce Field Service and contact your Account Executive to start planning the migration process. For a list of known issues, see [Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_known_issues.htm&release=264.0.0&type=5 "This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release."). From Fuji MR17, the product documentation is available in Salesforce Help. ## Security and Trust - **Windows 10 end-of-support** Microsoft has recently announced that Windows 10 will reach end-of-support on October 14, 2025. Field Service Edge is already certified with Windows 11 and we recommend starting an internal discussion about this transition. - **Adoption: Using Google Authenticator for multi-factor authentication** Twilio’s text messaging service is planned to be decommissioned from FSE by the end of the year. To increase service stability and availability, customers should transition from Twilio’s text messaging services to Google Authenticator. ## Platform - **Change in data retention policy for file attachments** When using a FSE mobile solution, customers might need to retain file attachments for business purposes such as audits, safety information, a holistic view of service records, or completeness of work orders. The data retention policy for file attachments is extended to 180 days to accommodate this need. ## Mobile **ClickMobile Touch App** - **Maps solution for Windows users** Map View for Windows users is changing and will be transitioned to a new data provider later this year. - **Map token rotation message** While using the map, end-users will be requested to save their work and invoke a key rotation. The process will take place every 3 months to meet security and privacy regulations. - **Windows app: choose the size of the log file** Mobile end-users will be able to choose the size of the local log file, limited to 500 MB. - **Upgrade to the Cordova component for the Android app (Android 14 enablement)** An upgrade took place to the Cordova component of Android app from version 12.0.0 to 13.0.0 to support Android 14 (SDK 34). As part of this upgrade, unnecessary plugins that were no longer in use were removed and some mandatory code changes were made in the Foreground Service plugin, used for the location services (i.e. compatibility with Android 14). - Resolved issues **Service Edge Mobile App** - Resolved issues <!-- document id=4c8f703c5daf3d535d18b40dea3c0a3933ea8e383d83225df51c5513dda7ea7f url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr20.md --> # What’s New in Click Field Service Edge for Fuji MR20 Learn about the new features and enhancements that are part of the Service Edge Fuji MR20 release. ## Release Highlights The Fuji MR20 release focuses on improvements in product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. In the spotlight for this release is FSE’s Data Exporter Tool, a new feature that allows customers to accelerate their transition to Salesforce Field Service (SFS) by exporting FSE data objects into a CSV file format. For a list of known issues, see [Known Issues](https://help.salesforce.com/s/articleView?id=service.fse_known_issues.htm&release=264.0.0&type=5 "This page describes unresolved issues in the Service Edge system, as of the latest release. When an issue is resolved, it’s removed from the Known Issues table and added to the Resolved Issues table in the What’s New page of the specific release."). ## Security and Trust - **Adoption: Using Google Authenticator for multi-factor authentication** Twilio’s text messaging service is planned to be decommissioned from FSE with the deployment of Fuji MR20. This change will be enforced gradually while communicating with each region separately. However, we encourage customers to complete the transition as soon as possible. - **Windows 10 end-of-support** Microsoft has recently announced that Windows 10 will reach end-of-support on October 14, 2025. Field Service Edge is already certified with Windows 11 and we recommend starting an internal discussion about this transition. ## Platform - **Data Exporter tool: data objects in CSV format** The Data Exporter tool allows the admin user to export data objects into CSV format, which can then be used for other data manipulation as needed. This feature helps customers access the data objects for data toward inspection and validation, while using an automatic approach to increase data consistency and reliability. See [Field Service Edge Data Exporter](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter.htm&release=264.0.0&type=5 "The Data Exporter tool helps Field Service Edge customers quickly transition to Salesforce Field Service. It does this using a workflow-based process that exports business data objects automatically and reliably."). ## Mobile **ClickMobile Touch App** - **Map viewer solution for Windows users** The Map View component that visualizes the interface for Windows users is changing and will be ported to a new data provider (Bing Maps). - **Upgrade Cordova from 6.1.0 to 7.1.0 for iOS users** Apache Cordova for iOS users will be upgraded to release 7.1.0. - Resolved issues. **Service Edge Mobile App** - Resolved issues. ## Resolved Issues Issues resolved in Fuji MR20. | # | ID (Internal) | Issue Description | Solution Description | | --- | --- | --- | --- | | 1 | 271517 | Schedule: When using the SXPTaskOperations in the Book Appointment tab, a "Schedule Failed" response is received. | Fixed an issue with data parsing. | | 2 | 271539 | Mobile: An invalid size calculation was found when storing a mobile attachment. | Updated the calculation formula. | | 3 | 271228 | Platform: Invalid request sent by the Push servers resulted in missing entries in the Centralized Log. | The Push server that refreshes the Gantt changes isn’t fully active only around midnight of ‌each day. | | 4 | 267150 | Platform: Invalid text format impacted the ability to export the Task object properly. | Changed the code to handle special characters more robustly. | <!-- document id=96698141f74d935b5778b41ef79e2be34a441c570e34b126b2126a9277d80dfd url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr21.md --> # What’s New in Click Field Service Edge for Fuji MR21 Learn about the new features and enhancements that are part of the Service Edge Fuji MR21 release. ## Release Highlights The Fuji MR21 release focuses on improvements in product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. In the spotlight for this release is FSE’s Data Exporter Tool with a few enhancements when loading data objects with multivalue data types, and several cosmetic UI changes to increase clarity and transparency on data export requests. The [Data Exporter Tool](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter.htm&language=en_US) allows customers to accelerate their transition to Salesforce Field Service (SFS) by exporting FSE data objects into a CSV file format. ## Schedule - Resolved issues. ## Security and Trust - **Adoption: Decommission of Twilio text messaging services** Twilio’s text messaging services will be decommissioned from FSE with the deployment of MR21, on Sandbox tenants first and later with the complete rollout to Production. Therefore, to increase service stability and availability, customers should have finished their transition from Twilio’s text messaging services to Google Authenticator by April 26, 2025. - **Windows 10 end-of-support** Microsoft has announced that Windows 10 will reach end of support on October 14, 2025. Field Service Edge is already certified with Windows 11 and we recommend starting an internal discussion about this transition. ## Platform - **Data Exporter Tool: Support for the multivalue data type property** The Data Exporter tool now supports data objects with the multivalue data type property by creating a new CSV file for each multivalue field occurrence. This new addition of metadata establishes a many-to-many relationship between a source object to a target object, and allows each record to be linked to multiple records of another object (to be exported separately). The user is required to specify the need for such metadata as part of the export preference stage. - **Deprecation of components: Setup tool** The Setup tool will be decommissioned from FSE starting with the upcoming release of MR22, planned for September 2025. Customers that use the Data Center as part of the Setup tool to enable the import of calendar data in CSV format will transition to use an alternative interface. ## Mobile **ClickMobile Touch App** - Resolved issues. **Service Edge Mobile App** - Resolved issues. <!-- document id=dc8dba77f591a63575bf1683011a73d5da587452d98ee57119247f65c66b38de url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr22.md --> # What’s New in Click Field Service Edge for Fuji MR22 Learn about the new features and enhancements that are part of the Service Edge Fuji MR22 release. ## Release Highlights The Fuji MR22 release focuses on improvements in product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. In the spotlight for this release is FSE’s [Data Exporter Tool](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter.htm&language=en_US) that allows customers to accelerate their transition to Salesforce Field Service (SFS) by exporting FSE data objects into a CSV file format. ## Schedule - Resolved issues. ## Security and Trust - Resolved issues. ## Platform - **Data Exporter Tool: Support for transformation of boolean field values** The Data Exporter tool now supports a transformation option that applies to boolean data types. This new capability allows users to follow the SFS data model convention and to transform any FSE boolean field value of an object to Salesforce Field Service (SFS) values. The user is required to select the transformation option during the Export Preference stage. - **Google Authenticator Reset Option: Self-service for admin** Google Authenticator, the MFA application that provides an authentication key as part of the log-in process, is now accessible to the admin user from the SOUser view. This new capability enables users to re-register to the service, and for the admin user to reset the registration per each user. ## Mobile **ClickMobile Touch App** - New Android app: upgrade Cordova v13.0.0 to v14.0.1 and ensure compatibility with Android 15 (Vanilla Ice Cream). - Change in the location of the mobile device logs: Old logs won't be accessible after the MR22 deployment (that is, won’t impact the mobile attachments). - The XML submitted through the application forms must comply with the product security guidelines that require the XML to be structured with a single root node. - Resolved issues. **Service Edge Mobile App** - Resolved issues. <!-- document id=a9904d431d9ecba090f4bf2089557589c402921e5bfc7b329165186b6f28288d url=/admin/current/en-us/service/264-0-0/fse_whats_new_fuji_mr23.md --> # What’s New in Click Field Service Edge for Fuji MR23 Learn about the new features and enhancements that are part of the Service Edge Fuji MR23 release. ## Release Highlights The Fuji MR23 release focuses on improvements in product trust and providing the highest level of security. As announced recently, Salesforce is retiring Click Field Service Edge. The official end-of-life date is December 31, 2026. In the spotlight for this release is FSE’s [Data Exporter Tool](https://help.salesforce.com/s/articleView?id=service.fse_data_exporter.htm&language=en_US) that allows customers to accelerate their transition to Salesforce Field Service (SFS) by exporting FSE data objects into a CSV file format. ## Schedule - Resolved issues. ## Security and Trust - **FSE End of Life Notification** The admin user will receive a monthly or quarterly reminder notification regarding the product's upcoming end-of-life date. - Resolved issues. ## Platform - **Setup Tool Deprecation** The Setup tool was decommissioned from FSE in October 2025. Admin users that used the Data Center as part of the Setup tool to enable the import of calendar data in CSV format can now use a new setting option called **Calendar Import** to import calendar data. This option can be found under **General Settings** | **Setup**. ## Community Portal Tools - **Ideas Space Deprecation** Posting new Ideas in the Community Portal is no longer supported and has been deprecated. ## Mobile **ClickMobile Touch App** - New Android app release: 20.5.13 - The app will be released to beta testers first, and then to the Google Play Store. - Release timeline: - Beta app - TBD - App Store - Monday, February 2, 2026 - New iOS app release: 20.5.15 - The app will be released to TestFlight first, and then to the App Store. - Release timeline: - TestFlight app (Beta version) - Sunday, January 4, 2026 - App Store - Monday, February 2, 2026 - Resolved issues. **Service Edge Mobile App** - Resolved issues. <!-- document id=fd94ea7712b32732589593d3cc00116ba50d21d7ef508c181e171777bd347ac9 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_definitions.md --> # What’s Schedule Optimization? Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service optimization transforms traditional scheduling by automatically generating the ideal schedule based on your specific constraints and priorities. Field Service offers unparalleled flexibility and innovative, out-of-the-box solutions, enabling businesses of all types and sizes to tailor their organizational models for seamless schedule optimization. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Optimization Options Salesforce Field Service provides the tools to maintain schedule quality throughout the lifecycle of your service appointments. From initial creation through execution and closure, you have the flexibility to define the scope of optimization, whether it's for a single service resource’s schedule or for an entire service territory. - **Global optimization**—Optimize your team’s schedule for one or more service territories across a specified range of days. You can configure this type of optimization to run regularly in the backgorund—for example, every night. Or, you can run it manually as needed. Global optimization is the most thorough and powerful type of optimization, and therefore takes the most time to complete. - **In-day optimization:** Navigate last-minute schedule changes by rapidly optimizing your team’s schedule for one or more service territories on the day of service, and the days the follow. - **Resource optimization**—Optimize an individual service resource’s schedule on the day of service. ## Terms to Know Schedule optimization is based on several foundational building blocks that can be customized to your specific business needs. | Component | Description | | --- | --- | | Scheduling policy | A fexible and code-free way to configure a set of rules and objectives that guide the schedule optimizer. Use a scheduling policy to promote or de-emphasize factors such as business priorities, travel time, and customer preferences. When you optimize your team’s schedule, you can select a guiding scheduling policy. | | Work rule | A rule that refines the list of candidates for a service appointment by filtering out service resources that don’t match the rule. For example, the Match Skill rule ensures that service appointments are assigned only to service resources with the required skills. A scheduling policy can have one or more work rules. | | Service objective | Configurable directives that guide optimization to create an optimal schedule based on your scheduling priorities. You can weigh service objectives to prioritize one over another. Every schedule th eoptimizer creates is evaluated and scored. The score indicates how fully the objectives were met. The highest-scoring schedules are preferred. | For a given time horizon, the optimizer evaluates and scores every schedule it creates. The optimizer compares overall scores for the different schedule iterations, chooses the schedule with the best score, and then assigns appointments accordingly. Optimization can move appointments that were previously scheduled. For example, optimization can reassign an appointment when it finds a schedule with a better score or when it tries to [fix an overlap](https://help.salesforce.com/s/articleView?id=service.pfs_fix_overlaps_parent.htm&type=5&language=en_US). Scheduled service appointments that have already started (Scheduled Start time is in the past) are considered by the optimizer as pinned and aren't moved or unscheduled. With Enhanced Scheduling and Optimization, the optimization engine tries to fix rule violations to improve the schedule by rescheduling or unscheduling rule violating appointments. To keep these appointments scheduled as is on the Gantt, the service appointments must first be pinned or in a pinned status. #### See Also - [Implement Field Service Enhanced Scheduling and Optimization](https://help.salesforce.com/s/articleView?id=service.fs_eso_overview.htm&release=264.0.0&type=5 "Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.") - [Get Started with Schedule Automation and Optimization in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_get_started_sched_auto.htm&release=264.0.0&type=5 "Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences of each method, when to use each tool, and how to set up schedule automation and optimization.") - [How Does the Field Service Optimization Engine Work?](https://help.salesforce.com/s/articleView?id=service.fs_start_optimization.htm&release=264.0.0&type=5 "Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same location?") - [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&release=264.0.0&type=5 "Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.") <!-- document id=a29a3b2edd84899520d74cf5afabd393b1639c42c03147a20454c933bbdd67cf url=/admin/current/en-us/service/264-0-0/pfs_enhanced_fate.md --> # What’s the Fate of Older Salesforce Customizations? Orgs existing prior to Summer ’23 can enable Enhanced Scheduling and Optimization for all or selected service territories. Enhanced Scheduling and Optimization is backward compatible so your existing implementations remain in place after you enable it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> If you’re scheduling work using Queueable Apex, use the Database.AllowsCallouts annotation for the Enhanced Scheduling and Optimization engine. If you don’t include this annotation, the request causes an exception. See [Queueable Apex: More Than an @future](https://developer.salesforce.com/blogs/developer-relations/2015/05/queueable-apex-future). Enhanced Scheduling and Optimization uses processes and information that aren’t locally primed. A callout is used to trigger a requested service and retrieve information. If DML occurs before the callout, it causes an exception, for example, an uncommitted work pending error. To avoid an exception, ensure that DML is completed in a [separate DML transaction](https://help.salesforce.com/s/articleView?id=service.pfs_enhanced_available_limits.htm&type=5&language=en_US). <!-- document id=1aafece0181d132294cd6d0e26c0c0e8711057ac3b3b3f30dd5432c6d8ad08ac url=/admin/current/en-us/service/264-0-0/wfs_optimize_what_is_opt.md --> # What’s Workforce Scheduling Optimization? Workforce Scheduling optimization automatically generates the ideal schedule by applying your scheduling policy and appointment priorities. Optimization is relevant to field work only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling offers three optimization types — Global Optimization, In-Day Optimization, and Resource Schedule Optimization (RSO). Each has a different scope, runtime, and best-fit situation. Choose the type that matches the scheduling problem you’re solving. ## Optimization Types Workforce Scheduling provides the tools to maintain schedule quality throughout the lifecycle of your service appointments. From initial creation through execution and closure, you have the flexibility to define the scope of optimization, whether it’s for a single service resource’s schedule, for an entire service territory, or for several service territories. [Global Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") Optimize your team’s schedule for one or more service territories across a specified range of days. You can configure it to run regularly in the background, for example, every night, or you can run it manually as needed via [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). Global Optimization is the most thorough optimization type and the primary lever for long-term schedule quality. It rebalances the entire plan across the selected service territories against your scheduling policy, so the schedule stays aligned with your priorities and business goals as work is added, completed, and updated over time. Because the search space is large, Global Optimization takes the longest to run — schedule it during off-hours, when scheduling activity is quiet, so it can rebalance the schedule uninterrupted. [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") Navigate last-minute schedule changes by rapidly optimizing your team’s schedule for one or more service territories on the day of service and the days that follow, via [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). In-Day Optimization handles disruptions as they happen during the service day — cancellations, urgent same-day appointments, resources running late — by rebalancing the plan around the change while honoring any work that’s already in progress or dispatched. Because the runtime is capped at a few minutes, keep the date range to one or two days. In-Day Optimization needs to complete as quickly as possible, and more data means longer runtime — a tight scope keeps the run short. Speed matters because In-Day Optimization runs alongside live scheduling activity: urgent work coming in, dispatchers making changes on the Gantt. The faster the run finishes, the less it conflicts with those in-flight changes. [Resource Schedule Optimization (RSO)](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5 "In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.") Optimize an individual service resource’s schedule on the day of service. Use RSO when one resource’s schedule needs a reset — a shift change, a series of cancellations, or a long unexpected block of unavailability — without touching the rest of the team. The run honors the resource’s working hours, skills, and any pinned appointments. ## Compare Optimization Types Every optimization type uses your scheduling policy and the priority stored on each appointment. The policy’s work rules define which resource, time, and appointment combinations are valid, and its service objectives guide the engine toward a schedule that reflects your business goals — the objectives themselves define what “high quality” means. Appointment priorities matter when capacity is tight. If the engine can’t schedule every appointment, it favors the higher-priority ones over the lower-priority ones. | Type | Scope | Runtime | Best For | | --- | --- | --- | --- | | [Global Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") | One or more service territories, up to a 30-day date range | Typically overnight (session timeout usually at least two hours) | Rebalancing the whole schedule after new work lands, resources change, or policies are updated | | [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") | One or more service territories, current day plus the day that follows | A few minutes | Recovering from same-day disruptions: cancellations, delays, resource callouts, jobs that run long | | [Resource Schedule Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5 "In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.") | A single service resource, a single day | Seconds to a minute | Handling changes like cancellations, fixing overlaps and filling gaps, without affecting the rest of the team | #### See Also - [Optimize Your Schedule in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize.htm&release=264.0.0&type=5 "Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only.") - [How Does Workforce Scheduling Optimization Work?](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_how_it_works.htm&release=264.0.0&type=5 "Workforce Scheduling optimization scores candidate schedules against your scheduling policy and appointment priorities, then applies the highest-scoring result. Optimization is relevant to field work only.") - [Configure Optimization for Field Work in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_config_scheduling_field_opt.htm&release=264.0.0&type=5 "Configure org-level defaults for field-work optimization, including pin criteria and commit mode for global, in-day, and resource schedule optimization runs. Optimization is relevant to field appointments only.") <!-- document id=f684e4c9220a028865b5657f0c90489a785fb10b68c9211f1c0b3fe263d307cf url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_carousel_template_reference.md --> # WhatsApp Carousel Template Reference Review Meta specifications, agent and bot behavior, analytics, and considerations for WhatsApp carousel templates. ## Meta-Defined Specifications Carousel templates must comply with Meta's specifications: | Field | Required | Constraints | | --- | --- | --- | | MESSAGE\_BODY\_TEXT | Yes | Max 1024 characters. Supports variables. | | MESSAGE\_BODY\_TEXT\_VARIABLE\_EXAMPLE | If variables used | Must match the number of variable placeholders. | | TEMPLATE\_LANGUAGE | Yes | Language and locale code. | | TEMPLATE\_NAME | Yes | Max 512 characters. | | URL\_BUTTON\_LABEL\_TEXT | If using URL button | Max 25 characters. | | URL\_BUTTON\_URL | If using URL button | Max 2000 characters. Supports 1 variable appended to end. | | CARD\_HEADER\_ASSET\_HANDLE | Yes | Uploaded media asset handle via Resumable Upload API. | | CARD\_HEADER\_FORMAT | Yes | Image or video. | | PHONE\_NUMBER | If using phone button | Max 20 characters. Alphanumeric. | | PHONE\_NUMBER\_BUTTON\_LABEL\_TEXT | If using phone button | Max 25 characters. | | QUICK\_REPLY\_BUTTON\_LABEL\_TEXT | If using quick reply | Max 25 characters. | ## Agent and Bot Experience - Agents see carousel templates in the template selection wizard and can send them during messaging conversations. - In the conversation window, agents see a preview of the carousel cards. - Bots and Agentforce Service Agent send carousel templates through flows by selecting an approved template in the Send Conversation Messages flow action. ## Analytics Carousel templates capture the following engagement data: - Template name and button name for interactive actions (click/tap) - Time and date of delivery - Read receipt ## Considerations - Carousel templates are available for the marketing template category only. - All cards in a carousel must have the same component structure. If any card includes body text, all cards must include body text. - Carousels require a minimum of 2 and maximum of 10 cards. - Carousels can't be created in the WABA interface. Use the Salesforce component builder. - For product card carousels, the Meta catalog must be set up and linked before creating the template. - Templates must be approved by Meta before use. - The component renders in the customer's preferred language based on the Messaging End User Language. <!-- document id=638a1fb53c21b3ebdb5cf306533e2dc1e495364399d0a65b2f9dc634a9df227e url=/admin/current/en-us/service/264-0-0/whatsapp_flows.md --> # WhatsApp Flows WhatsApp Flows are interactive, structured experiences that live natively inside a WhatsApp conversation, acting as guided forms or multi-step wizards. They enable businesses to guide customers through rich, structured business interactions—such as booking an appointment, requesting feedback, or collecting personalized information—all without the customer ever having to leave the WhatsApp chat. You can define, configure, and customize the fields in these forms, and the responses are automatically logged in Salesforce records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> - **[Static WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_static_flows.htm&release=264.0.0&type=5)** Static WhatsApp Flows enable you to build a structured interaction where all customers receive the same message and navigate through the Flow using a fixed, predefined pathway. A customer might select from a pre-written dropdown menu, but a customer can’t enter text in an input field. You can create a static Flow using either a global action-based or an Apex form-based form messaging component. - **[Dynamic WhatsApp Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_dynamic_flows.htm&release=264.0.0&type=5)** Move beyond static forms. WhatsApp dynamic Flows enable you to build data-driven, highly personalized conversational experiences that adapt to users and input data in real time. Leverage these sophisticated capabilities to build guided forms or multi-step wizards to accomplish tasks, such as dynamic quoting, appointment scheduling and checkins, personalized onboarding, and guided selling. - **[Comparing Static and Dynamic Flows](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_compare_static_and_dynamic_flows.htm&release=264.0.0&type=5)** With global-action-based or Apex-based forms, you can create a static Flow. With an Apex-based form, you can create a static or dynamic Flow. This table compares static and dynamic Flows. - **[Create a Static WhatsApp Flow](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_static_flow.htm&release=264.0.0&type=5)** To create a static flow, use a form messaging component based on either a global action or Apex class. - **[Create a Dynamic WhatsApp Flow](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_dynamic_flows.htm&release=264.0.0&type=5)** To create a dynamic WhatsApp Flow, create an Apex-based form messaging component and then add a Flow format to it. #### See Also - [_Meta Help:_ WhatsApp Flows](https://developers.facebook.com/docs/whatsapp/flows) <!-- document id=cae29877434429d7c0db2a108cf0a73c9ed94ede5399cb6ec765933349eaae7d url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_pay_overview.md --> # WhatsApp Pay Process your payments instantly and seamlessly in WhatsApp while having a conversation with your customer. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_pay_overview__d964e1233"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_pay_overview__d964e1233" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> The Payment Messaging Component supports payments that use WhatsApp. Sales reps can send secured direct payment requests to customers. Customers can complete the transaction immediately without leaving the conversation, boosting your conversion, and improving the customer experience. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Salesforce isn't liable for any payment failures. If there’s a payment failure, Meta recommends that you contact the payment provider to resolve the issue. ## Supported Payment Methods and Types ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note You can't use WhatsApp payment messages as automatically triggered outbound messages. Service representatives have to send these messages manually, as bots or Agentforce don't support this feature. <!-- document id=70476dfaf9561119b805b478d89ad2cbaf6b6c53b3aecafcfc8156b446fadb58 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_templates_2.md --> # WhatsApp Templates A WhatsApp template is basically an outbound message that you can send to customers. However, unlike a regular WhatsApp message, a WhatsApp template must be approved by Meta before you can send it to customers. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_whatsapp_templates_2__d724e1233"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_templates_2__d724e1233" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Apple Messages for Business channels, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> To send an automated message in an enhanced WhatsApp channel, create a WhatsApp template. The template determines your component's look and feel in messaging sessions. When sent in an enhanced WhatsApp channel, an automated message counts as one outbound message, regardless of whether it’s sent within the 24-hour customer care window. - **[Considerations When Managing WhatsApp Templates in Salesforce](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_template_considerations.htm&release=264.0.0&type=5)** Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta. - **[Create a WhatsApp Template](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_create_template.htm&release=264.0.0&type=5)** To create a WhatsApp template in Salesforce, add an External Template format to the notification messaging component. In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category. We strongly recommend that you create and manage your WhatsApp templates directly in Salesforce, instead of Meta. - **[Create WhatsApp Carousel Templates](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_carousel_templates.htm&release=264.0.0&type=5)** Send interactive, horizontally scrollable cards to customers on WhatsApp to showcase products, services, promotions, or other rich content. Carousel templates are available in two formats: media card carousels and product card carousels. - **[Send Template-Based Automated Messages in WhatsApp](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_templates.htm&release=264.0.0&type=5)** Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message. #### See Also - [_Salesforce Help:_ Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&language=en_US) <!-- document id=b00d170d9e2a99ff1b9cdbe9263baf3a36a3ee85d01fadf15e82d27f9f87e77d url=/admin/current/en-us/service/264-0-0/voice_activation_checklist.md --> # WhatsApp Voice Channel Activation Checklist After you create a WhatsApp Voice channel, you can’t yet receive calls with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> | Step | What's Involved | | --- | --- | | (Required) [Activate WhatsApp Messaging channel](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&type=5&language=en_US) | On the WhatsApp Messaging Settings page, click your channel’s name. Then, click **Activate Channel** at the top of the page. | | (Required) [Give users access to Voice calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&type=5&language=en_US) | Assign user permission sets: one for service reps and one for admins. | | (Required) [Set your voice routing preferences](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&type=5&language=en_US) | In your channel settings in Setup, choose your routing type and select either an Omni-Channel flow and fallback queue (includes bot support) or a queue (no bot support). If you created a queue during channel creation, you’re all set. | | (Recommended) Configure the Service Console for Voice | Configure the Service Console and the Voice Call record page so service reps can help customers effectively. | | (Recommended) [Setup message to call escalation](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&type=5&language=en_US) | Use an Omni-Channel flow to configure automatic escalation to the same service rep from your messaging session to the WhatsApp voice channel. | | (Recommended) [Setup calling hours](https://help.salesforce.com/s/articleView?id=service.afcc_sv_calling_hours.htm&type=5&language=en_US) | Define the hours that you're available to receive calls from your customers. | ## Ready to activate your channel? After you complete the items on this checklist, you can [activate your channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_channel.htm&type=5&language=en_US) to start receiving calls. <!-- document id=d96cfb97ad9f7237a6f0127650cf2dfafd64392fe73e9a5e9b2340e663279ea2 url=/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_messages.md --> # WhatsApp Voice Messages WhatsApp Voice Messages let WhatsApp users interact with your Agentforce agent using voice instead of text. Agentforce transcribes voice messages to text, processes them like typed messages, and automatically replies in the same format used for each message. WhatsApp users can switch between voice and text throughout the same conversation. ## How Voice Messages Work When a WhatsApp user sends a voice message, Agentforce processes it in these steps. - Downloads the audio file and transcribes it to text through the Einstein Trust Layer. - Processes the transcribed text using the agent's reasoning engine. - Generates a response. - Sends the response as: - A voice message when voice replies are turned on. - A text message, or another available response format, when voice replies aren't turned on. ## How Voice and Text Replies Work When voice replies are turned on, Agentforce automatically replies in the same format as each incoming message: a voice message in gets a voice message out, a text message in gets a text message out. | WhatsApp user message | Agent response | | --- | --- | | Voice message | Voice message (when voice replies are turned on) | | Voice message | Text message (when voice replies are turned off) | WhatsApp users can switch between voice and text during the conversation, and Agentforce matches the reply type for each turn. There's no setting to make the agent always respond with voice. If voice replies are turned off, the agent can still transcribe and process incoming voice messages but responds with text. ## File Formats and Limits Voice messages support the following file formats and limits. | Property | WhatsApp user to Agent | Agent to WhatsApp user | | --- | --- | --- | | Audio format | OGG (audio/ogg) | OGG (audio/ogg) | | File size | Up to 2 MB | Up to 5 MB | | Duration | About 1 minute | About 1 minute | Voice messages use the OGG audio format with the audio/ogg MIME type. Supported file extensions are `.ogg`, `.oga`, and `.ogx`. If a voice message exceeds the supported file size or duration limits, Agentforce doesn't process it. Voice messages support the following text limits. | Property | WhatsApp user to Agent | Agent to WhatsApp user | | --- | --- | --- | | Text length | 2,000 characters after transcription | 3,000 characters before speech synthesis | If an agent response exceeds the supported text length, Agentforce sends the response as text instead of voice. ## Considerations and Limitations Response time Voice messages take longer to process than text messages because Agentforce transcribes the incoming audio and generates speech for the response. Typical response time is 12-17 seconds. Longer agent responses can take more than 20 seconds. Keep agent responses concise to reduce response time. Audio quality Voice transcription and speech synthesis depend on audio quality. Background noise, long periods of silence, or unclear speech can reduce transcription accuracy. If Agentforce can't accurately transcribe a voice message, it asks the WhatsApp user to repeat the message or send it as text. Channel support Voice messages work only on WhatsApp. Other messaging channels don't support voice messages. Language detection Keep each conversation in a single language that matches the language the WhatsApp user uses and the language configured for the agent. Switching languages during a session can affect language detection for subsequent replies. Subagent language configuration If your agent uses subagents, configure each subagent to use the same language as the agent. If a subagent responds in a different language, the agent uses its configured language for the voice reply, which can result in incorrect pronunciation or an unintended accent. For example, if an English-language agent uses a subagent configured for Spanish, the agent can pronounce the subagent's Spanish response using English pronunciation. Agent requirements Your agent must be created in Agentforce Builder and use the Atlas reasoning engine. Agents created in the legacy builder aren't supported. Escalation messages When a conversation is successfully handed off to a human agent, the handoff message matches the WhatsApp user's input format. If the WhatsApp user sent a voice message, the handoff message is sent as voice. If the WhatsApp user sent a text message, the handoff message is sent as text. If the handoff fails, the message is always sent as text. Voice rendering on WhatsApp Voice replies appear as audio attachments rather than voice messages because of WhatsApp format requirements. Turn-matched replies Agentforce responds with a voice message only when the WhatsApp user sends a voice message. Text messages receive text responses. You can't configure the agent to always respond with voice. Transcript-based reasoning Agentforce reasons over the transcribed text, not the original audio. It doesn't interpret tone, emotion, background sounds, or other non-speech cues. Voice message limits WhatsApp users can send one voice message per conversation turn. Multiple voice messages in the same message aren't supported. Multimodal inputs Voice messages support audio only. Images, files, and other multimodal inputs aren't supported in the same message. Data processing Voice message transcription and speech synthesis use Agentforce Speech Foundations. For information about how your data is processed, see [Infrastructure and Sub-processors](https://www.salesforce.com/content/dam/web/en_us/www/documents/legal/misc/salesforce-infrastructure-and-subprocessors.pdf). <!-- document id=9fecd441c2910c09a274d33f3df481ace8ddad4b1552f4393913f0a86b1b4880 url=/admin/current/en-us/service/264-0-0/knowledge_lightning_actions_reference.md --> # When Are Lightning Authoring Actions Available? In Lightning Knowledge page layouts, actions are shown or hidden based on the article’s publication status. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> An article's publication status, along with user permissions, determines the availability of knowledge actions. | Action | Description | Record Status | | --- | --- | --- | | New | Create an article. | Knowledge home only | | Clone | Create a new article from an existing one. Copy the fields you select and, optionally, attached files. | Draft, Published, and Archived | | Edit | Edit a draft article. | Draft | | Edit as Draft | Create a draft from a published article. If a draft exists, you don’t see this button. | Published | | Assign | Change the Assigned To field for an article or translation. | Draft | | Publish | Publish a draft article. When you publish a primary-language article, any translations in the publication queue are also submitted. | Draft | | Delete Draft | Permanently delete drafts of primary-language or translated articles. You can’t recover deleted drafts. | Draft | | Delete Article | Delete an archived article. | Archived | | Change Owner | Set the article version's owner. The owner can be a user or a queue. Owners must have permission to read articles. | Draft | | Change Record Type | Assign a new record type. This action can affect the page layout and available fields. | Draft | | Archive | Archive a published article. Archive translations by archiving the primary-language article. | Published | | Restore | Restore a draft from an archived article. You can restore the latest version of an archived article. You can also restore past versions of published articles from the record page while viewing the version you want to restore. | Archived | | Submit for Approval | Send the article for approval and assign an approver. Approvals must be enabled. | Draft | | Submit for Translation | Submit the article to the translation queue or assign to a user. Multiple languages must be enabled. | Draft, Published | These bulk actions are available in Knowledge home: - Assign - Archive - Delete Draft - Delete Article - Publish - Restore - Submit for Translation #### See Also - [Lightning Knowledge User Access](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_users_lex.htm&release=264.0.0&type=5 "Give your knowledge support reps access to articles in Lightning Knowledge. Specify which support reps in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. Create user profiles with the appropriate user permissions, and then assign users to these profiles.") - [Page Layout Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_page_layouts.htm&release=264.0.0&type=5 "A page layout determines which fields support reps can view and edit when entering data for an article. It also determines which sections appear when users view articles. You can customize the fields, actions, and related lists for each record type and user profile with page layouts.") <!-- document id=1aed73edfc20abbdff5495605f3297a283bdd97503c8bef9068663457372111d url=/admin/current/en-us/service/264-0-0/rules_processing_order.md --> # When Do Rules Execute? Salesforce processes rules in a certain order. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> 1. Validation rules 2. Assignment rules 3. Auto-response rules 4. Workflow rules (with immediate actions) 5. Escalation rules #### See Also - [Set Up Escalation Rules](https://help.salesforce.com/s/articleView?id=service.rules_escalation_create.htm&release=264.0.0&type=5 "Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.") <!-- document id=27c4b3adb3d97cd04796e6d766e2481b846fd96fc26ba331bd37789ad2306c9b url=/admin/current/en-us/service/264-0-0/entitlements_milestones_app_visibility.md --> # Where Can I View Milestones? Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Here’s where milestones can appear . <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:28.57142857142857%"> <col style="width:14.285714285714285%"> <col style="width:14.285714285714285%"> <col style="width:42.857142857142854%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93634e68">View Milestones From</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93634e71">Available in Salesforce Classic</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93634e74">Available in Lightning Experience</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93634e77">Notes</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="vertical-align:top;" headers="d93634e68 d93634e71 d93634e74 d93634e77 "><strong>In Setup</strong></td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">​​​​​​​     Milestones page</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">Access this page under the Entitlement Management page. </td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">​​​​​​​     Entitlement Process page</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">Access this page under the Entitlement Management page. Then click an entitlement process to view its record details and associated milestones.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="4" style="vertical-align:top;" headers="d93634e68 d93634e71 d93634e74 d93634e77 "><strong>In the app</strong></td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">     Related list</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">You can add related lists to pages for cases, work orders, and entitlements. Keep in mind that the Case Milestones related list is for cases and the Object Milestones related list is for work orders.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">     Feed item updates</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">Enable milestone feed items in your org.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">     Tracker</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">Yes (for Case Milestones only)</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">In Lightning Experience, add the Milestones component to the Lightning page for cases and work orders using Lightning App Builder.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e68 ">     Case list views</td> <td data-label="Available in Salesforce Classic" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e71 ">Yes</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e74 ">Yes (for Case Milestones only)</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d93634e77 ">Add the Time to Next Milestone column in the case list views to check how much time is left to complete the current milestone and when the next milestone is starting. Use the sort and filter options to view cases with overdue or paused milestones.</td> </tr> </tbody> </table> In the Salesforce mobile app, support reps can view case milestone updates in the case feed, open the case milestones record page, and view the Case Milestones related list. Support reps can’t view the milestone tracker. #### See Also - [Customize Milestone Page Layouts](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_layouts.htm&release=264.0.0&type=5 "Customize your page layouts for milestones to help support reps and supervisors track support progress.") - [Enable Milestone Feed Items](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_feed_item.htm&release=264.0.0&type=5 "Help support reps monitor support activity by enabling milestone feed items. This option posts a notification to the feed and the record owner’s profile page when a milestone is completed or violated.") - [Set Up the Milestone Tracker](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_tracker.htm&release=264.0.0&type=5 "The milestone tracker gives support reps a complete view of upcoming and completed milestones, and displays countdowns for active and overdue milestones. Add it to the case feed, work order feed, a custom page, or the Service Console.") <!-- document id=833de1d28696bbb6c90abbf827380e17bd4722ffffbfd3e492a1e42208c56baa url=/admin/current/en-us/service/264-0-0/sla_milestones_app_visibility.md --> # Where Can I View SLA Milestones? Your settings and configurations for SLA management determine where you and your support reps can view milestones. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Here’s where milestones can appear . <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:16.666666666666664%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153222e60">View Milestones From</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153222e63">Available in Lightning Experience</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d153222e66">Notes</th> </tr> </thead> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d153222e60 d153222e63 d153222e66 "><strong>In Setup</strong></td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e60 ">SLA Policy page</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e63 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e66 ">Access this page under the SLA Management page. Then click an SLA policy to view its record details and associated milestones.</td> </tr> <tr class=""> <td class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d153222e60 d153222e63 d153222e66 "><strong>In the app</strong></td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e60 "> Related list</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e63 ">No</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e66 ">You can add related lists to pages for cases, work orders, and entitlements. Keep in mind that the Case Milestones related list is for cases and the Object Milestones related list is for work orders.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e60 "> Feed item updates</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e63 ">Yes</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e66 ">Enable milestone feed items in your org.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e60 "> Tracker</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e63 ">Yes (for Case Milestones only)</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e66 ">In Lightning Experience, add the Milestones component to the Lightning page for cases and work orders using Lightning App Builder.</td> </tr> <tr class=""> <td data-label="View Milestones From" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e60 ">Case list views</td> <td data-label="Available in Lightning Experience" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e63 ">Yes (for Case Milestones only)</td> <td data-label="Notes" class="slds-cell-wrap" style="vertical-align:top;" headers="d153222e66 "> <p>Add the Time to Next Milestone column in the case list views to check how much time is left to complete the current milestone and when the next milestone is starting. Use the sort option to view cases with overdue or paused milestones. </p> <p style="margin-bottom:0;">From Setup, in the Quick Find box, enter and select <kbd>Entitlement Settings</kbd>. Click <strong class="uicontrol">Edit</strong> and select <strong class="uicontrol">Show Time to Next Milestone</strong>.</p> </td> </tr> </tbody> </table> In the Salesforce mobile app, support reps can view case milestone updates in the case feed, open the case milestones record page, and view the Case Milestones related list. Support reps can’t view the milestone tracker. <!-- document id=cd6fff263970041054ca8d16da2d544b36b6e3a5d7b8f10c4fecaae0c8c349a1 url=/admin/current/en-us/service/264-0-0/fs_landing.md --> # Where Do I Start with Field Service? Explore resources for Agentforce Field Service and Operations (formerly Field Service) and learn how it can help your business. ![Field Service Journey showing five icons for each of the key stops in the Field Service journey.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_landingpage_homejourney.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">What is Agentforce Field Service and Operations?</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Learn about Salesforce and how AI is transforming the Field Service space.</p> <ul> <li><a href="https://www.salesforce.com/resources/articles/what-is-field-service-management/" target="_blank">Field Service Management: What It Is, Benefits, & More</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_key_concepts.htm&release=264.0.0&type=5" title="Review terms used in Agentforce Field Service and Operations (formerly Field Service).">Key Concepts and Glossary</a></li> <li><a href="https://www.salesforce.com/service/field-service-management/" target="_blank">Agentforce Field Service and Operations</a></li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">How Can It Help Me?</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Learn how to work smarter with Field Service in Salesforce.</p> <ul> <li><a href="https://www.salesforce.com/blog/aftermarket-service-robotics-oem/" target="_blank">Customer Story: Movu Robotics and Varian</a></li> <li><a href="https://www.salesforce.com/blog/field-service-inspections/" target="_blank">Customer Story: CESI and the Workdry Group</a></li> <li><a href="https://trailhead.salesforce.com/en/content/learn/modules/digital-transformation?trail_id=go-digital-fast-with-the-salesforce-customer-360" target="_blank">Trail: Digital Transformation</a></li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Plan Your Rollout</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Set your business up for success with a thoughtful Field Service rollout.</p> <ul> <li><a href="https://www.salesforce.com/campaign/launching-epic-salesforce-implementations/" target="_blank">Video: Expert Implementation Tips</a></li> <li><a href="https://trailhead.salesforce.com/en/content/learn/modules/sf_releases?trail_id=sf_release_prep" target="_blank">Trail: Release Readiness Strategies</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_setup_landing_build.htm&release=264.0.0&type=5" title="Explore, set up and configure, and monitor usage of Field Service features in one streamlined setup location.">Set Up Field Service in Salesforce Go</a></li> <li><a href="https://trailhead.salesforce.com/content/learn/trails/field_service" target="_blank">Trail: Get on the Road with Field Service</a></li> <li><a href="https://trailhead.salesforce.com/content/learn/trails/supercharge-field-service-lightning" target="_blank">Trail: Supercharge Field Service</a></li> <li><a href="https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/fsl_dev_introduction.htm" target="_blank">Field Service Developer Guide</a></li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Set Up and Get Started</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Find resources to guide you in your setup journey.</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_set_up.htm&release=264.0.0&type=5" title="Build and manage the central features of Agentforce Field Service and Operations (formerly Field Service). With help from Salesforce Go, set up your workforce and service territories, set up inventory tracking, and get started with work orders and maintenance plans.">Set Up Field Service Basics</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_manage_scheduling_parent.htm&release=264.0.0&type=5" title="Take control of service appointment scheduling in Agentforce Field Service and Operations (formerly Field Service). Create an optimized schedule for your team and use out-of-the-box scheduling features.">Manage Field Service Scheduling</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_einstein_setup_parent.htm&release=264.0.0&type=5" title="Equip your mobile workers and dispatchers with intuitive AI tools from Agentforce.">AI Solutions for Field Service</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_extend.htm&release=264.0.0&type=5" title="Take Agentforce Field Service and Operations (formerly Field Service) to the next level with tools like Appointment Assistant, Visual Remote Assistant, and Workforce Scheduling.">Extend Field Service</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.mfs_overview.htm&release=264.0.0&type=5" title="The Field Service mobile app for iOS and Android is an offline-first, all-in-one tool optimized for a modern mobile workforce.">Field Service Mobile App</a></li> <li><a href="https://help.salesforce.com/s/articleView?id=service.fs_get_metrics_with_analytics.htm&release=264.0.0&type=5" title="Explore advanced analytics tools to guide your field service decision-making.">Track Field Service Metrics</a></li> </ul> </td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;">Learn From the Experts</td> <td class="slds-cell-wrap" style="vertical-align:top;"> <p>Get implementation help from industry experts.</p> <ul> <li><a href="https://www.salesforce.com/services/professional-services/" target="_blank">Salesforce Professional Services</a></li> <li><a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F93A000000PcSs?tab=discussion&sort=LAST_MODIFIED_DATE_DESC" target="_blank">Field Service Trailblazer Community</a></li> <li><a href="https://trailheadacademy.salesforce.com/classes" target="_blank">Trailhead Academy</a></li> <li><a href="https://www.salesforce.com/blog/consulting-partner-field-service-implementation/" target="_blank">Considerations When Selecting a Consulting Partner</a></li> <li><a href="https://admin.salesforce.com/" target="_blank">Salesforce Admins: Latest Blog Posts, Podcasts, Videos, and Resources</a></li> </ul> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. <!-- document id=55d97a753583b891a9b68d31d30e81ccbd258b6be83ad0f6163363d9d236589a url=/admin/current/en-us/service/264-0-0/conv_transcript_where_conv_data_resides.md --> # Where Your Conversation Data Resides Your conversation data resides in Salesforce Core Storage or in Amazon Web Service Database (AWS), depending on the channels you're using. | Channels | Storage Location | | --- | --- | | Live Agent (Legacy Chat) | Salesforce Core Storage | | Standard Messaging Channels (WhatsApp, SMS, Facebook Messenger) | Salesforce Core Storage | | Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) | AWS (Amazon Web Services Database) | | Enhanced Messaging Channels (WhatsApp, Facebook Messenger, SMS, Apple Business Messaging, LINE) | AWS (Amazon Web Services Database) | | Enhanced Chat | AWS (Amazon Web Services Database) | | Enhanced Bots and Bring Your Own Bot (BYOB) | AWS (Amazon Web Services Database) | | Bring Your Own Channel (BYOC) | AWS (Amazon Web Services Database) | | Agentforce | AWS (Amazon Web Services Database) | - **[Conversation Data in Salesforce Core Storage](https://help.salesforce.com/s/articleView?id=service.conversation_transcript_core_storage.htm&release=264.0.0&type=5)** Salesforce core storage is your main database, and it's built for speed. It gives you instant access to information, which is perfect for running your day-to-day reports. - **[Conversation Data in Amazon Web Services Database](https://help.salesforce.com/s/articleView?id=service.conversation_transcripts_aws_database.htm&release=264.0.0&type=5)** Amazon Web Services Database (AWS Database) is a separate, high-capacity database designed for modern, high-volume communication channels. It prevents performance slowdowns in your main Salesforce environment. If you're a new customer, you are set up to use this system by default. You can also use Lightning web components to monitor service rep and customer messages in real time. - **[Working with Conversation Data](https://help.salesforce.com/s/articleView?id=service.working_with_conversation_data.htm&release=264.0.0&type=5)** Let’s review the actions that you can take in each type of channel. - **[Comparison of Access Methods](https://help.salesforce.com/s/articleView?id=service.comparison_of_access_methods.htm&release=264.0.0&type=5)** Let's identify the best access method for your task. <!-- document id=5ffda54b88809ba7f497ef3d4e82b33192e34f80c8eb4da459862fc625e91034 url=/admin/current/en-us/service/264-0-0/mfs_actions_order.md --> # Which Actions Appear in the Field Service Mobile App Learn which actions are visible in the Android and iOS app action launcher. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Actions Available in the App When a user clicks the Actions button from the Work Order Overview screen, they see a list of actions found on the page layouts for the Service Appointment and Work Order objects. The Actions launcher displays actions in the following order: - Create Service Report: Only visible on the Work Order screen if an alternate service closure flow isn’t configured and the service appointment page layout includes the Service Reports related list. See [Build Flows for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_flow_build.htm&release=264.0.0&type=5 "Create, activate, and manage flows for the Field Service mobile app in the drag-and-drop Flow Builder.") - Actions are then separated by Object - Work Order and Service Appointment. App extensions and flows scoped to work orders or service appointments are at the top of the section (sorted alphanumerically). - After app extensions and flows, Salesforce Classic Publisher Quick Actions display in the order of the page's layout. (Android only): View Detail is displayed under Quick Actions. - After Quick Actions, Edit Work Order, Edit Work Order Line Item, or Edit Service Appointment are displayed. - App extensions and flows not scoped to an object are shown at the bottom of the page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To see Actions order changes in the mobile app that were made on the desktop, log out and back in to the mobile app. ## Considerations for Android Devices - In Android, actions are categorized as Work Order Actions or Service Appointment Actions. In iOS, these actions are consolidated into one list. - The Create Service Report action isn't visible in Android. To create a service report in Android, navigate to the Work Order Overview screen. - The Knowledge Article action isn't visible on the Work Order Overview screen in Android. View knowledge articles using the related list. <!-- document id=9d86ac8525a5acc82cff46ab918c801ad9ed9b690d21ecb6dc244e557def7968 url=/admin/current/en-us/service/264-0-0/console_lex_access.md --> # Who Can Access Lightning Console Apps? To access and use a Lightning console app, users must have the Lightning Console User permission and their profile must be added to the Lightning console app. You can enable the Lightning Console User permission for the following user licenses. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:36.36363636363637%"> <col style="width:63.63636363636363%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6580e42">User License</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6580e45">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d6580e42 ">Salesforce</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6580e45 "> <p>Access is enabled.</p> <p style="margin-bottom:0;">For users with Salesforce licenses, such as Sales Cloud and Service Cloud feature licenses, the Lightning Console User permission is enabled by default. You can’t disable the Lightning Console User permission for users with a Salesforce user license.</p> </td> </tr> <tr class=""> <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d6580e42 ">Salesforce Platform</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6580e45 "> <p>Available for an extra cost. Some restrictions apply. For more information, contact your Salesforce account executive.</p> <p style="margin-bottom:0;">For users with Salesforce Platform licenses, you assign a Lightning Console permission set license to enable the Lightning Console User permission.</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note You can assign the Lightning Console permission set license only to users with a Salesforce Platform license. For example, you can’t assign the Lightning Console permission set license to users with Customer Community, Customer Community Plus, and Partner Community licenses. For more information about which user licenses and products can purchase this permission set license, contact your Salesforce account executive. To add profiles to a Lightning console app, go to App Manager in Setup and edit the console app. #### See Also - [Create and Assign Lightning Console Permission Sets](https://help.salesforce.com/s/articleView?id=service.console_lex_assign_perm_set.htm&release=264.0.0&type=5 "If your org has purchased Lightning Console permission set licenses, you can assign the licenses to users with Salesforce Platform licenses to add access to Lightning console apps.") <!-- document id=21cfd3506320dff1d65d957a553262947be0069ddce44551408a482e8ad8aae6 url=/admin/current/en-us/service/264-0-0/faq_solutions_why_are_solutions.md --> # Why are solutions used? Solutions provide a quick means to identify and resolve a customer issue. By capturing customer issues and structuring findable, reusable solutions, your customer support team can leverage existing knowledge to provide answers to issues that have been solved previously, increasing customer satisfaction and your team’s productivity. <!-- document id=5823ef1d9b65adb4259396c3c322acbac0ea390a284bcb5ebd15f745f7e20e6b url=/admin/current/en-us/service/264-0-0/faq_console_why_do_i_only.md --> # Why do I only see the list views of certain objects in the Agent Console? The list views of objects you can display in the Agent console are defined by your administrator in the console layout assigned to your user profile. <!-- document id=608a8f9865774bf76fb85fc829661e6c48170754ea6ff91d26afab2c80f49ef8 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_avail_calc.md --> # Work Capacity Availability Calculations Work capacity availability calculations enable setting limits on work capacity as a percentage of the total work capacity. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> Work Capacity Availability (WCA) represents the availability in service territories that have a work capacity limit, for each day in the defined time horizon. Let’s assume three workstreams in New York on August 14 and a total availability of 400 hours. You can set the limit as 25% for the breakfix work type, 10% for the installs work type, and 50% for the maintenance work type. You can then keep the business considerations indicated by these percentages if the total availability decreases to 300 hours. The work capacity availability is calculated periodically at scheduled times, for example, daily at a certain time. In addition, specific events trigger an automatic recalculation. - Service territory membership changes(for example, a service resource was moved in or out of a relevant service territory) - Service resource absences changes (for example, a service resource added or removed an absence) - Shift changes (for example, adding or removing a shift). This recalculation keeps the work capacity availability for the service territory within the defined time horizon up to date. The availability for a regular service resource is calculated using this equation: (Normal Hours + Overtime Hours - Absences - Breaks). - Normal Hours: Hours in time slots of type Normal in the service resource’s operating hours and confirmed shifts minus holiday hours(optional) - Overtime Hours: Hours in time slots of type Extended in the service resource’s operating hours - Absences: Hours of the service resource approved absences - Breaks: Hours of the service resource absences of type Break. For breaks of the Lunch Break type, the duration is added based on the default scheduling policy set for the Dispatcher Console UI in Field Service Settings. The total availability on a specific day for a service territory is composed of: - The availability of all service resources where the service territory is the primary or secondary territory. - The hours per time period of capacity-based resources belonging to the service territory. - The operating hours of an active crew belonging to the service territory are added as one resource. The operating hours of service resources that are allocated to a crew are excluded from the calculation. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The availability service also considers the default policy set in Field Service Settings Dispatcher Console UI. When work capacity availability calculations are enabled, a Work Capacity Availability record is created for service territories with defined work capacity limits for each day in the configured time horizon. To show the Work Capacity Availabilities list view, from the App Launcher, find and select **Work Capacity Availabilities**. The list view shows the daily availability in minutes and in hours for all service territories that have defined limits in the time horizon (the default is 30 days). For example, if WCLs exist for New York and Miami, 60 availability records are shown. ![The work capacity availabilities view shows a list of WCAs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_availability_view.png) - **[Set Up Availability Calculations in Field Service Settings](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_setup_calculations.htm&release=264.0.0&type=5)** Configure the availability calculations. - **[Set Up Availability Calculations in the Field Service Admin App](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_setup_availability.htm&release=264.0.0&type=5)** When setting up work capacity availability calculations, you must enable the availability calculations job. - **[Monitoring Workstream Usage in Summary View](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_summary.htm&release=264.0.0&type=5)** The Summary view shows the consumption relative to the defined limits for the service territory if a service territory limit is defined and for all limited workstreams in selected territories for a specific day or week. - **[View Workforce Availability in the Work Capacity Dashboard](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_dashboard_avail.htm&release=264.0.0&type=5)** The dashboard includes two reports related to work capacity availability. - **[Work Capacity Considerations and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_consid_limits.htm&release=264.0.0&type=5)**  When you set up work capacity, there are some considerations and limitations to keep in mind. <!-- document id=91f871a75040bcbb6be9bcda68b3f12450011277940416a20769f2611535a786 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_availability_fields.md --> # Work Capacity Availability Fields Work Capacity Availabilities have the following fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> | Field Name | Description | | --- | --- | | Available Capacity (in hours) | The number of available capacity in hours in the time frame the user defined for a service territory. | | Available Capacity (in minutes) | The number of available capacity in minutes in the time frame the user defined for a service territory. | | End Date | The end date of the total available capacity. | | Service Territory | The ID of the service territory of the work capacity availability calculation. | | Start Date | The start date of the total available capacity. | | Time Period | The time period the user selected when creating the work capacity limit. | #### See Also - [Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&language=en_US) <!-- document id=e08326b699a5f5802230b6abe1860ccb23e28bef3c04db345b0a0877e0a17dba url=/admin/current/en-us/service/264-0-0/fs_work_capacity_consid_limits.md --> # Work Capacity Considerations and Limitations  When you set up work capacity, there are some considerations and limitations to keep in mind. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ## Considerations - To let dispatchers update service appointments, share the work capacity object records with users according to the service territories they’re permitted to access. - You can set work capacity limits (WCLs) only according to a unique service appointment attribute, optionally with different attribute values. For example, if you create a work capacity limit with the Work Type attribute and the Breakfix value, you can only create additional limits with the Work Type attribute and the Break Fix value or a different value of the Work Type attribute (for example, Maintenance). - Only these service appointment field types are supported: Number (int, double), Text (string), Checkbox, Picklist, and Lookup. - When a lookup attribute value of a derived service appointment changes as a result of a change in the service appointment’s parent entity, the relevant consumption instance isn’t updated. - Concurrent WCL activation and service appointment updates can cause consumption miscalculations. Activate WCLs during times when fewer service appointment updates occur. - The travel time calculated for an overnight service appointment is added to consumption the day the service appointment starts. - Days with zero consumption are shown only if the consumption was previously calculated to be nonzero. - The limit in hours is calculated based only on work capacity availability and is independent of the number or type of limits defined. - The availability service considers the default policy set in Field Service Settings Dispatcher Console UI. Suppose the default policy has a Service Resource Availability work rule with a travel from home and a travel to home value of 2 hours each. In that case, the availability calculation adds 4 hours to the availability of each resource. ## Limitations - Consumption calculation doesn’t support these features: - Multiday work. - Service appointments longer than 24 hours. - When Allow definition of work capacity limits is turned off in the admin settings, WCL and WCU data is still saved in Field Service but isn’t accessible to users. To maintain data integrity, disable all active WCLs before turning off this setting, and enable them after the setting is turned on. - Records of work capacity usage are limited to 2,000 per day. This limit applies to the maximum potential volume of daily Work Capacity Usage (WCU) records. A Work Capacity Limit (WCL) defines the constraints for a service territory, day, and possibly a specific type of work. A WCU record is created for each day within an active WCL that has scheduled work. If you try to activate a WCL that causes the total number of potential WCU records for any given day to exceed 2,000, the system doesn’t let you activate it. - You can define Work Capacity Limits (WCLs) by hours or percentage. If you define the work capacity limit by percentage but the availability can’t be calculated (for example, because of a long time horizon), the limit in hours can’t be calculated and isn’t shown in the Summary view. Because the services (for example, appointment booking) use the hours limit, the limit can’t be enforced. - The Limit, Usage, and Availability tabs accessed from Work Capacity via the Work Capacity tab show only 30 records and can’t be filtered or searched. Go to the out-of-the-box list views to see the full list. - Don’t change the limitation units. If you need another WCL, create one. - You can edit and save the out-of-the-box reports or use the Save as option and create a customized report. - Special characters aren’t supported for service appointment field values when the service appointment field is of a string data type. - Profiles created in Summer ’23 and later have full access to the out-of-the-box Work Capacity Limit object. Reduce the access permissions of users with these profiles if they’re not needed. - Restoring the Work Capacity Limit and Work Capacity Usage objects isn’t supported. - If the availability of a WCA record is reduced to zero (for example, if all resources were deactivated), the availability calculation job doesn’t update the record’s availability value. Scheduling-related services aren't affected because the resources aren’t available. - If a service resource included in availability calculations has one or more secondary service territory memberships, but no primary service territory membership, the availability calculation fails. - History tracking isn’t supported for the Work Capacity Limit object. Attempting to enable it results in an error. - Work capacity availability calculation: When a service resource is assigned a service territory membership for a full or partial day, the system deducts all of the resource’s scheduled breaks and absences, even if the resource has no availability in that service territory for that day. The system doesn’t add availability if no operating hours or shifts are defined. - Overtime is taken into account in availability calculations only when it appears after normal time. Overtime at the beginning or middle of the day is addressed as normal time in the availability calculations. <!-- document id=1a263ab323b2d31d9ad0e23599384ad11d1209d2555eca3f7a67ed18630c29ad url=/admin/current/en-us/service/264-0-0/fs_work_capacity_limits_fields.md --> # Work Capacity Limit Fields Work Capacity Limits have the following fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159485e67">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d159485e70">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Active</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the work capacity limit is active or inactive. When creating a record, save the record, and then activate it. You can't update fields in an active record.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Description of the work capacity limit.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">End date of the work capacity limit. If no End Date is set this work capacity limit is without an expiration date.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Field Value</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">The value of <samp class="parmname">Service Appointment Field</samp>, the work-specific criteria of the capacity limit.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Field Value Display Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">The workstream display name of <samp class="parmname">Field Value</samp>.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Friday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Fridays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Limit Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">A unique identifying number.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Limit Override Policy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Defines the relaxation behavior that determines the limit override policy for this limit if the limit override policy is set per limit in Field Service Settings. If the limit override policy isn’t set per limit, this value is ignored.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Limitation Units</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Unit of the <samp class="parmname">Limitation Value</samp>.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Limitation Value</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 "> <p>If the <samp class="parmname">Limitation Units</samp> is <code>Hours</code>, <samp class="parmname">Limitation Value</samp> is the threshold that represents how many hours of total work capacity can be scheduled for a specific workstream in a service territory. Enter the number of hours for the daily limitation as a whole number. </p> <p style="margin-bottom:0;">If the <samp class="parmname">Limitation Units</samp> is <code>Percentage</code>, this threshold represents the percentage of the total work capacity that can be scheduled for a specific workstream in a service territory. Enter the percentage for the daily limitation as a whole number.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Monday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Mondays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">ID of the creator of the work capacity limit.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Saturday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Saturdays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Service Appointment Field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Work-specific criteria used to define the capacity limit for the workstream. The service appointment field is set for the organization when the first work capacity limit instance is created.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">ID of the service territory of the work capacity workstream for which the limit is defined.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Service Territory Limit</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Apply this work capacity limit to the entire service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">The start date of the Work Capacity Limit.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Sunday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Sundays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Thursday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Thursdays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Time Period</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Duration for defining the capacity limitation on the workstream in the service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Tuesday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Tuesdays.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e67 ">Wednesday</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d159485e70 ">Indicates whether the limitation is applied on Wednesdays.</td> </tr> </tbody> </table> #### See Also - [Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&language=en_US) <!-- document id=c6ab5b0fcebd28af015ed474af902be2d3821bafae8f8f415aa57415168503bd url=/admin/current/en-us/service/264-0-0/fs_define_capacitylimits.md --> # Work Capacity Limits (WCL) Capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. You can define the work capacity limit for the whole service territory or restrict it to a specific workstream according to your company’s business objectives. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> The limit can set the threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or a specific workstream. For example, set a service territory limit of 100 hours in Los Angeles from August 25, 2024, to September 25, 2024, or limit installation work to 50% of the available work capacity in New York every Monday in August 2024 However, you can set workstream limits only according to a unique service appointment attribute. Therefore, after you create a WCL with an attribute, any other WCL you create can have only that same attribute, with, optionally, a different attribute value. For example, if you create a WCL with the Work Type attribute and the Break Fix value, you can create WCLs only with the same or different value of the Work Type attribute (for example, Maintenance). Work capacity limits are enforced by the Capacity Limit work rule type. To provide some scheduling flexibility, override the limit on or close to the day of service, defined according to the time zone of the service appointment’s service territory, in Field Service Settings. This override enables scheduling a service appointment even if it violates the set limit. For example, a service appointment must be scheduled for this Wednesday but can’t be scheduled because the work capacity limit was reached. If the override policy was set to start the override 2 days before the day of service, the service appointment can be scheduled for Wednesday starting midnight between Monday and Tuesday. . When you create a WCL, it’s created as inactive and ignored by the scheduling optimization process. Activate the WCL to consider it in the schedule optimization. When you activate a WCL, daily work capacity usage records are created for the relevant days in the time range. The work hours of service appointments scheduled for each date are filtered according to the workstream defined for the WCL. They’re then accumulated as time consumed in the relevant work capacity usage (WCU) for this date. Two WCLs, one open-ended and one close-ended, can include the same date. However, each date can have only one WCU. In this case, the WCU is created according to the close-ended WCL. Create a close-ended time range limitation to override an open-ended WCL. For example, if you have an open-ended limitation of 100 hours on installation work type on Mondays, and a nonworking holiday occurs on a Monday, create a close-ended WCL for this day and set the limitation to 0. The Work Capacity Limits list view presents a tabular view of the WCLs defined, their definitions, and whether they’re active. It also enables activating and deactivating a WCL. To show the Work Capacity Limits list view, from the App Launcher, find and select **Work Capacity Limits**. ![The work capacity limits view shows a list of WCLs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_limits_view.png) - **[Create a Work Capacity Limit](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_create_limit.htm&release=264.0.0&type=5)** Work capacity limits let you control the amount of work scheduled for service resources according to specific values of a service appointment’s attribute (workstream). Work capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. Define the work capacity limit for the whole service territory or restrict it to a specific value of a service appointment’s attribute (workstream). Define the limit threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or the specific workstream. After you create a work capacity limit, you can edit its description, limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive. You can also edit the limit for a specific date by editing the work capacity usage object. Editing the daily limit doesn’t change the limit value in the work capacity limit object. - **[Work Capacity Usage (WCU)](https://help.salesforce.com/s/articleView?id=service.fs_work_capacity_usage.htm&release=264.0.0&type=5)** When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream. <!-- document id=e26b33b6fc22ed1cb1730a447c4e9036f1e5642560cd1475988d73a397948196 url=/admin/current/en-us/service/264-0-0/fs_work_capacity_usage.md --> # Work Capacity Usage (WCU) When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> WCU records are updated in real time. When a relevant service appointment is scheduled, rescheduled, or changed in a way that affects its relevance to the limit, the WCU record is updated. When you deactivate or delete a WCL, all WCU records related to future dates are deleted. To show the Work Capacity Usages list view, from the App Launcher, find and select **Work Capacity Usages**. The Work Capacity Usages list view includes the currently active WCLs. It shows the service appointment limit criteria and the time consumed in hours and minutes. If **Average Travel Time** (in minutes) is defined for the service territory, consumption includes travel time. This view lets you compare the planned limit versus actual scheduled consumption per service territory, day, and type of work. From the WCU list view, you can change the daily limit. You can also change the daily limit from the WCU object via API, the WCU form, and the Summary tab daily view. You can only update the daily limit if service appointments are scheduled for this date. You can’t update the daily limit if the limit is overridden, or not enforced. If the limit changes in the WCL object, any changes you made via the WCU object are overridden. Changes made to the daily limit in the WCU object don't change the WCL object. ![The work capacity usage view shows a list of WCUs.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_usage_view.png) <!-- document id=a269cda3c9b7c21ad983bcaebc66e9d32a863c42fae74a538c57246ff4c88efe url=/admin/current/en-us/service/264-0-0/fs_work_capacity_usages_fields.md --> # Work Capacity Usage Fields Work Capacity Usages have the following fields. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93979e67">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d93979e70">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Available Capacity (in hours)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">This value is copied from the <samp class="parmname">AvailCapacityHours</samp> of the WorkCapacityAvailability object for the service territory on the same date.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Consumption to Limit Ratio (%)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 "> <p>(Time consumed in hours / Limit in hours) * 100</p> <p>Note the following exceptions.</p> <ul> <li>If a limit isn’t defined (-1) the ratio is -1 (even if consumption is 0 or higher).</li> <li>If consumption is 0, and the limit is a number greater than 0, then the ration is 0.</li> <li>If consumption is 0 and the limit is 0, the ration is 100% hard-coded.</li> <li>If consumption is greater than 0 and the limit is 0, the ration is calculated as if the limit = 0.99 in order to get a result that’s higher than 100%.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">End date of the time period for which the capacity usage is accumulated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Field Value</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Value of <samp class="parmname">Service Appointment Field</samp>, the work-specific criteria of the capacity limit.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Field Value Display Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Workstream display name of <samp class="parmname">Field Value</samp>.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Limit Override Policy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Defines the relaxation behavior that determines the limit override policy for this limit if the limit override policy is set per limit in Field Service Settings. If the limit override policy isn’t set per limit, this value is ignored.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Limitation (in hours)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">The <samp class="parmname">Limitation (in hours)</samp> depends on the Limitation Unit. If the <samp class="parmname">Limitation Unit</samp> is <code>Hours</code> the value is copied from <samp class="parmname">LimitationValue</samp> in the WorkCapacityLimit object. If the <samp class="parmname">Limitation Unit</samp> is <code>Percentage</code>, the percentage is calculated relative to the availability in the WorkCapacityAvailability object. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Limitation (in percentage)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">If the <samp class="parmname">Limitation Units</samp> is <code>Percentage</code> this value is copied from the <samp class="parmname">LimitationValue</samp> field of the WorkCapacityLimit object.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Limitation Units</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Defines whether the limitation for the workstream in the service territory is in hours or as a percentage of all the available hours for all the workstreams for which limitations exist in the service territory on a specific day.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Original Limitation</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">If the limit value is changed after the work capacity usage was created, this parameter is the original value.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Service Appointment Field</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Work-specific criteria used to define the capacity limit for the workstream.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">ID of the service territory of the work capacity workstream for which usage is accumulated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Service Territory Limit</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Applies this work capacity limit to the entire service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Start date of the time period for which the capacity usage is accumulated.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Time Consumed (in hours)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Time consumed in hours by the workstream in the service territory for the defined period.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Time Consumed (in minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Time consumed in minutes by the workstream in the service territory for the defined period.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Time Period</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">Duration for defining the capacity limitation on the workstream in the service territory.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e67 ">Usage Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d93979e70 ">A unique identifying number.</td> </tr> </tbody> </table> #### See Also - [Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&language=en_US) <!-- document id=aa19555e7543cf070fe2896027e5c7a0d917dedad19daf1bcbf06b93a1d238de url=/admin/current/en-us/service/264-0-0/pfs_tab_and_console.md --> # Work in the Field Service Classic Dispatch Console The Field Service Classic Dispatch Console, also known as the dispatcher console, is the original main working space for dispatchers. It features a dynamic map and a highly customizable Gantt chart showing upcoming appointments, active team members, and more. As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note As of Summer '26, dispatchers can use the Scheduling Console, which replaces the Classic Dispatch Console. The Scheduling Console provides a seamless, accessible dispatching experience by focusing on usability, productivity, and high performance. See [Work in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_parent.htm&type=5&language=en_US). To reach the Classic Dispatch Console, from the App Launcher, find and open the Field Service app, and then click the **Classic Dispatch Console** tab. The Classic Dispatch Console is supported on desktop only. For the best Classic Dispatch Console experience, we recommend using a screen resolution of 1920 x 1080 pixels, or a minimum of 1366 x 768 pixels, at 100% zoom. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. If you haven’t actively interacted with the Classic Dispatch Console for 120 minutes, a message is displayed for you to reload the page to continue. - **[Customize the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_customize_dc.htm&release=264.0.0&type=5)** Make the Classic Dispatch Console work for you! Adjust the time frame and contents of the appointment list and Gantt, customize each section’s layout, create custom actions for dispatchers, and create custom appointment list filters. - **[Working in the Field Service Classic Dispatch Console Appointment List](https://help.salesforce.com/s/articleView?id=service.pfs_appointments_list.htm&release=264.0.0&type=5)** Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments. - **[Work in the Field Service Classic Dispatch Console Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_gantt.htm&release=264.0.0&type=5)** The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue. - **[Working in the Field Service Classic Dispatch Console Map](https://help.salesforce.com/s/articleView?id=service.pfs_map.htm&release=264.0.0&type=5)** The Classic Dispatch Console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the map view and draw territories directly on the map. #### See Also - [_Trailhead_: Dispatcher Console for Admins](https://trailhead.salesforce.com/en/content/learn/modules/dispatcher-console-for-admins/) - [_Trailhead_: Field Service Dispatcher Console for Dispatchers](https://trailhead.salesforce.com/en/content/learn/modules/field-service-dispatcher-console-for-dispatchers/) - [Field Service Permission Set Licenses](https://help.salesforce.com/s/articleView?id=service.fs_perm_set_licenses.htm&release=264.0.0&type=5 "Permission set licenses are required for some Field Service users to interact with settings, the Classic Dispatch Console, and other features. Learn how permission set licenses match to different groups of users.") - [Monitor Field Service Schedule Optimization Requests](https://help.salesforce.com/s/articleView?id=service.pfs_monitor_optimization_requests.htm&release=264.0.0&type=5 "Keep an eye on all Field Service schedule optimization requests from the Gantt or the Optimization Requests custom tab.") <!-- document id=48ba5d845386c04dd5f940f828d9b10f869bc0432723e7752c6b458558400d7c url=/admin/current/en-us/service/264-0-0/pfs_gantt.md --> # Work in the Field Service Classic Dispatch Console Gantt The Gantt is on the right side of the Classic Dispatch Console and contains the resource list, the schedule view, and additional features. User idle time is monitored to reduce unnecessary Gantt refreshes and improve computer performance. Stepped away from the Classic Dispatch Console? If you've been inactive the Gantt session times out, reload the page when you return to continue. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Gantt shows information from the past four years to the current date and shows four years from the current date into the future. - **[Filter the Gantt in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_filter.htm&release=264.0.0&type=5)** Customize the Gantt’s contents by filtering it based on service resource settings, skills, utilization, hours, and other features. - **[Filter the Field Service Gantt by Service Territory](https://help.salesforce.com/s/articleView?id=service.pfs_territory.htm&release=264.0.0&type=5)** The Gantt territory filter controls which appointments are shown in the Gantt and appointment list. In a field service operation with numerous service territories, the faster you can control which territories are shown, the better! - **[Gantt Keyboard Shortcuts](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_keyboard_shortcuts.htm&release=264.0.0&type=5)** Use keyboard shortcuts to work faster in the Field Service Classic Dispatch Console. - **[View Field Service Resource Utilization](https://help.salesforce.com/s/articleView?id=service.pfs_view_availability.htm&release=264.0.0&type=5)** To make smarter scheduling and hiring decisions, view your service resources’ individual utilization percentages. You can see each resource’s utilization percentage for a particular day or over multiple days, and sort resources in the Gantt by utilization. - **[Color-Code the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_create_gantt_palettes.htm&release=264.0.0&type=5)** Help dispatchers compare service appointments in the Field Service Classic Dispatch Console Gantt and map by creating custom color palettes based on a service appointment field. For example, create a palette that displays appointments in a custom color spectrum based on the proximity of the due date. - **[View Service Crews on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_dispatcher_console.htm&release=264.0.0&type=5)** Control how service crews are displayed on the Gantt in the Field Service Classic Dispatch Console. - **[Work with Resource Absences](https://help.salesforce.com/s/articleView?id=service.pfs_approved_absences.htm&release=264.0.0&type=5)** To make it easier for you to work with resource absences, create and edit resource absences directly on the Gantt, view overlapping absences scheduled to the same resource, hide unapproved absences on the Gantt and show resource absences on the Classic Dispatch Console map. - **[View Appointment KPIs on the Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_kpi.htm&release=264.0.0&type=5)** Assess the health of your Field Service operation at a glance with the help of the Gantt KPI (Key Performance Indicator) bar. - **[Check Rule Violations on the Field Service Gantt](https://help.salesforce.com/s/articleView?id=service.pfs_violations.htm&release=264.0.0&type=5)** Rule violations occur when a service appointment doesn’t follow predefined scheduling rules. Examples of rule violations include travel time conflicts and appointments that aren’t scheduled between their Earliest Start Permitted and Due Date. - **[Turn On Field Service Gantt Live Updates](https://help.salesforce.com/s/articleView?id=service.pfs_gantt_live_update_parent_topic.htm&release=264.0.0&type=5)** Choose how to trigger Gantt live updates so that dispatchers don’t have to rely on timed updates. To get enhanced live update capabilities, choose to work with Enhanced Live Updates. <!-- document id=915e0248029449eee9ac450af57f26305d4f58f582e134650773b5e54a74ec6c url=/admin/current/en-us/service/264-0-0/fs_scheduling_console_parent.md --> # Work in the Field Service Scheduling Console The Scheduling Console provides a seamless, accessible dispatching experience by focusing on usability, productivity, and high performance. As of Summer '26, it replaces the original Classic Dispatch Console in Agentforce Field Service and Operations (formerly Field Service). ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Watch the video to see how the Scheduling Console transforms dispatchers from reactive schedulers into strategic orchestrators. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - The Scheduling Console is available to Experience Cloud site users. LWR sites aren't supported. - In orgs created in Winter ’27 or later, Scheduling Console is enabled by default. Built using Lightning Web Components and developed with extensive customer input, the Scheduling Console features an intuitive, sleek UI that reduces cognitive load and ensures easy navigation. To maximize output, the console supports high-performance workflows and multi-screen configurations, allowing dispatchers to manage dynamic Field Service environments with fewer clicks and zero friction. This efficiency is underpinned by a powerful Core Java and GraphQL backend that delivers a lightning-fast experience, utilizing server-side filtering and lazy loading to maintain rapid responsiveness even when processing thousands of service appointments and service resources simultaneously. ![Scheduling console UI](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/scheduling_console/fs_sched_console_ui.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Field Service is now Agentforce Field Service and Operations. In some cases, we still use Field Service to refer to this product area in Salesforce applications and documentation. - **[Get Started with the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_get_started.htm&release=264.0.0&type=5)** The Scheduling Console is the new dispatching workspace for Field Service, built to replace the Classic Dispatch Console. The two consoles can coexist during the transition period, giving you time to migrate before the Classic Dispatch Console is retired. - **[Set Up the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_setup.htm&release=264.0.0&type=5)** Set up the Scheduling Console using Salesforce Go or by completing the steps manually. Salesforce enables the Scheduling Console for you. - **[Migrate Service Appointment Lists](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_migrate_appt_lists.htm&release=264.0.0&type=5)** Migrate your existing custom service appointment lists from the Classic Dispatch Console to the Scheduling Console. The migration copies your lists and doesn't affect the originals. - **[Customize the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_customize_settings.htm&release=264.0.0&type=5)** Adjust the layout, features, and policies of the Scheduling Console to give dispatchers the tools they need to work efficiently. - **[Custom Actions in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_custom_actions.htm&release=264.0.0&type=5)** Extend the Scheduling Console with custom actions that give dispatchers quick access to org-specific automations and workflows directly from the Gantt, service appointment list, map, and console header. - **[Features of the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_features.htm&release=264.0.0&type=5)** Learn how the Scheduling Console works in Agentforce Field Service and Operations (formerly Field Service). - **[Keyboard Shortcuts in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_keyboard_shortcuts.htm&release=264.0.0&type=5)** Use keyboard shortcuts to navigate the Gantt, switch views, and act on service appointments faster in the Scheduling Console. - **[Actions in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_actions.htm&release=264.0.0&type=5)** Learn about the actions available in the Scheduling Console to manage service appointments, service resources, and resource absences. - **[Service Appointment List in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_appt_list.htm&release=264.0.0&type=5)** View service appointments in the Scheduling Console using a standard list view that supports global search and other functionalities. - **[Map Views and Routes in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_map_views.htm&release=264.0.0&type=5)** The map in the Scheduling Console gives dispatchers a clear geographical view of service resources and service appointments, with routes displayed directly. - **[Popovers in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_popovers.htm&release=264.0.0&type=5)** Popovers consolidate key information and actions into one unified view, giving dispatchers quick access to service resource details without navigating away. - **[Optimization in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_optimization_parent.htm&release=264.0.0&type=5)** Use optimization to automate scheduling decisions, resolve conflicts, and maximize resource efficiency directly from the Scheduling Console. - **[Plan Long-Cycle Work in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_long_term_views.htm&release=264.0.0&type=5)** Use long-term Gantt views to plan long-cycle work across weeks and months. You can balance regional workloads, see true availability, and manage appointments that span an extended horizon. - **[Manage Complex Work in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_complex_work.htm&release=264.0.0&type=5)** Use the Scheduling Console to manage and coordinate complex, multi-appointment jobs in one place. - **[Activity Tracker in the Scheduling Console](https://help.salesforce.com/s/articleView?id=service.fs_scheduling_console_activity_tracker.htm&release=264.0.0&type=5)** The Activity Tracker gives dispatchers a centralized, real-time view of all scheduling and optimization processes running in the Scheduling Console, so they can stay informed and in control while continuing their dispatching work. #### See Also - [Trailhead: Scheduling Console: Quick Look](https://trailhead.salesforce.com/content/learn/modules/scheduling-console-quick-look) - [Add the Scheduling Console to an Experience Builder Site](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling_console_community.htm&release=264.0.0&type=5 "Add the Scheduling Console to an Aura site to give Experience Cloud site users access to its scheduling capabilities.") - [Work in the Field Service Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_tab_and_console.htm&language=en_US) - [Agentforce for Field Service Dispatchers](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_dispatchers_parent.htm&release=264.0.0&type=5 "Supercharge the efficiency of your dispatchers by using Agentforce.") <!-- document id=484f1453790ed33aff335bffd85f3ebe63cd7889ff98660cd304ad539eeb9e2d url=/admin/current/en-us/service/264-0-0/fs_work_order_fields.md --> # Work Order Fields for Field Service Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35461e70">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35461e73">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Account</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The account associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The compound form of the address where the work order is completed. The work order’s service appointments and line items inherit its address, though the address on line items can be updated.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Asset</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The asset associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Business Hours</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The business hours associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Case</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The case associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">City</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The city where the work order is completed. Maximum length is 40 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Contact</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The contact associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Country</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The country where the work order is completed. Maximum length is 80 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Currency ISO Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">Three-letter currency code. Available only if the multicurrency feature is enabled.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The description of the work order. We recommend describing the steps a user takes to mark the work order Completed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Discount</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The weighted average of the discounts on all line items on the work order. It can be any positive number up to 100.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The estimated time required to complete the work order. Specify the duration unit in the Duration Type field. </p> <p style="margin-bottom:0;"><span id="fs_work_order_fields__rollupsummary"><a name="fs_work_order_fields__rollupsummary"><!-- --></a>Work order duration and work order line item duration are independent of each other. If you want work order duration to automatically show the sum of the work order line items’ duration, replace the Duration field on work orders with a custom roll-up summary field.</span></p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">DurationInMinutes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The estimated time required to complete the work order, in minutes. This field is for internal use.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Duration Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The unit of the duration: Minutes or Hours.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The date when the work order is completed. This field is blank unless you set up automation to configure it. For a sample workflow rule that configures the Start Date field (a similar field), see Start Date.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Entitlement</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The entitlement associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Entitlement Process End Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The time the work order exits an entitlement process. If an entitlement process applies to a work order, this field appears.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Entitlement Process Start Time</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The time the work order entered an entitlement process. If an entitlement process applies to a work order, this field appears.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Generated from maintenance plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>(Read Only) Indicates that the work order was generated from a maintenance plan rather than manually created. </p> <p style="margin-bottom:0;">This option is deselected for work orders that were generated from maintenance plans before Summer ’18.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Geocode Accuracy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The level of accuracy of a location’s geographical coordinates compared with its physical address. A geocoding service typically provides this value based on the address’s latitude and longitude coordinates.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Grand Total</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The total price of the work order with tax added.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Is Closed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">Indicates whether the work order is closed. Use this field to report on closed versus open work orders.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Last Modified Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The date when the work order was last modified.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Last Viewed Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The date when the work order was last viewed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Latitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">Used with Longitude to specify the precise geolocation of the address where the work order is completed. Acceptable values are numbers between –90 and 90 with up to 15 decimal places.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Line Items</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The number of work order line items on the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The location associated with the work order. For example, a work site.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Longitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">Used with Latitude to specify the precise geolocation of the address where the work order is completed. Acceptable values are numbers between –180 and 180 with up to 15 decimal places. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Maintenance Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The maintenance plan associated with the work order. When the work order is auto-generated from a maintenance plan, this field automatically lists the related plan.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Maintenance Work Rule Id </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) ID of the maintenance work rule if the work order or work order line item was created by a maintenance plan. If created by the One Work Order Line Item per Asset option on the maintenance plan, the field is populated only on the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Milestone Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">A milestone is a step in an entitlement process. It can have one of three statuses: Compliant, Open Violation, and Closed Violation. If an entitlement process applies to a work order, this field appears. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Milestone Status Icon</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>An icon that corresponds to the milestone status. </p> <ul> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/resources-global/_corporate/images/checkmark.png" alt="Milestone completed icon"></span> Compliant</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/casemilestone_isviolated.png" alt="Milestone open violation icon"></span> Open Violation</li> <li><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/closedviolation.png" alt="Closed violation icon"></span> Closed Violation</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Minimum Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The minimum crew size allowed for a crew assigned to the work order. </p> <p style="margin-bottom:0;">If you’re not using the Field Service managed package, this field serves as a suggestion rather than a rule. If you’re using the managed package, the scheduling optimizer counts the number of service crew members on a service crew to determine whether it fits a work order’s minimum crew size requirement.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Owner</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The work order’s assigned owner.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Parent Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The work order’s parent work order, if it has one. View, create, and delete a work order’s child work orders in the Child Work Orders related list.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Postal Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The postal code where the work order is completed. Maximum length is 20 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Post-Work Summary</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The summary of a completed work order that’s either entered manually, or, if using Agentforce, the summary can be created by the AI agent.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Pre-Work Brief Prompt Template ID</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The ID of the activated Pre-Work Brief prompt template.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Price Book</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The price book associated with the work order. Adding a price book to the work order lets you assign different price book entries (products) to the work order’s line items. This field is only available if products are enabled.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The priority of the work order. The picklist includes the following values, which can be customized:</p> <ul> <li>Low</li> <li>Medium</li> <li>High</li> <li>Critical</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Product Service Campaign</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The product service campaign associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Product Service Campaign Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The product service campaign item associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Recommended Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The recommended number of people on the service crew assigned to the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Record Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The record type associated with the work type.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Return Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The return order associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Return Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The return order line item associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Root Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The top-level work order in a work order hierarchy. Depending on where a work order lies in the hierarchy, its root can be the same as its parent.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Service Appointment Count</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The number of service appointments on the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Service Contract</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The service contract associated with the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Service Report Language</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The language used for all service reports and service report previews created for the work order, its service appointments, and its work order line items and their service appointments. If the field is blank, service reports are generated in the default language in Salesforce of the person creating the report.</p> <p style="margin-bottom:0;">To appear as an option in the Service Report Language field, a language must be set up in Translation Workbench or be one of the Salesforce 18 <a href="https://help.salesforce.com/articleView?id=faq_getstart_what_languages_does.htm&type=5&language=en_US" target="_blank">fully supported languages</a>. Service report field names are translated, but rich text field names, service report section names, and text field values such as service notes aren’t translated.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Service Report Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The service report template that the work order’s service reports uses.</p> <p dir="ltr">If you don’t specify a service report template on a work order, it uses the service report template listed on its work type. If the work type doesn’t list a template or no work type is specified, the work order uses the default service report template.</p> <p style="margin-bottom:0;">This field stays blank unless you update it on the work order. So to find out which template the work order’s service reports uses, check its work type.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The service territory where the work order is taking place.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The date when the work order goes into effect. This field is blank unless you set up automation to populate it. See the example for a workflow rule that configures this field.</p> <p style="margin-bottom:0;">The Start Date and End Date fields are blank by default, but you can set up workflow rules to configure them. </p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">State</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The state where the work order is completed. Maximum length is 80 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The status of the work order. The picklist includes the following values, which can be customized:</p> <ul> <li>New—Work order was created, but there hasn’t yet been any activity.</li> <li>In Progress—Work has begun.</li> <li>On Hold—Work is paused.</li> <li>Completed—Work is complete.</li> <li>Cannot Complete—Work couldn’t be completed.</li> <li>Closed—All work and associated activity is complete.</li> <li>Canceled—Work is canceled, typically before any work began.</li> </ul> <p style="margin-bottom:0;">Changing a work order’s status doesn’t affect the status of its work order line items or associated service appointments.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Status Category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 "> <p>The category that each status value falls into. The Status Category field has eight default values: seven values that are identical to the default Status values, and a None value for statuses without a status category.</p> <p style="margin-bottom:0;">If you create custom Status values, you must indicate which category it belongs to. For example, if you create a Waiting for Response value, you can decide that it belongs in the On Hold category.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Stopped</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">Indicates that the milestone countdown has been paused.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Stopped Since</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The time the milestone countdown was paused.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Street</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The street number and name where the work order is completed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The subject of the work order. Describe the nature and purpose of the job to be completed. For example: annual on-site well maintenance. The maximum length is 255 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Subtotal</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The total of the work order line items’ subtotals before discounts and taxes are applied.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Suggested Maintenance Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The suggested date that the work order is completed. When the work order is generated from a maintenance plan, this field is automatically populated based on the maintenance plan’s settings.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Tax</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The total tax on the work order. For example, in a work order whose total price is $100, enter $10 to apply a 10 percent tax. You can enter a number with or without the currency symbol and you can use up to two decimal places.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Total Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">(Read Only) The total of the work order line items’ price after discounts but before tax is added.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Work Order Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">An autogenerated number that identifies the work order.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e70 ">Work Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35461e73 ">The work type associated with the work order. When a work type is selected, the work order automatically inherits the work type’s Duration, Duration Type, and required skills.</td> </tr> </tbody> </table> #### See Also - [Set Up Work Order Management for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_set_up.htm&release=264.0.0&type=5 "Work orders, which track work to be performed on your customers' products, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and create time-saving templates called work types.") <!-- document id=b7ddfefe43ee3cfded5a1505a445f90eafa0806013058f838fef75bd6a854064 url=/admin/current/en-us/service/264-0-0/fs_work_order_line_item_fields.md --> # Work Order Line Item Fields for Field Service Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d142587e70">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d142587e73">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Address</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The address of the line item. The line item inherits its address from its parent work order, but it can also be updated manually.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Asset</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The asset associated with the line item.</p> <p style="margin-bottom:0;">If your org uses hierarchical assets (available after Spring ’16), you sometimes want to link a work order’s line items with different assets. For this reason, line items don’t automatically inherit their parent work order’s asset value.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">City</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The city where the line item is completed. Maximum length is 40 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Country</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The country where the line item is completed. Maximum length is 80 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Currency ISO Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The ISO code for any currency allowed by the organization. Available only for Salesforce orgs with the multicurrency feature enabled.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The description of the line item. We recommend describing the steps for a user to follow to mark the line item Completed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Discount</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The percent discount to be applied to the line item. You can enter a number with or without the percent symbol and you can use up to two decimal places.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The estimated time required to complete the line item. Specify the duration unit in the Duration Type field.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">DurationInMinutes</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The estimated time required to complete the line item, in minutes. This field is for internal use. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Duration Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The unit of the duration: Minutes or Hours.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">End Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The date when the line item is completed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Geocode Accuracy</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The level of accuracy of a location’s geographical coordinates compared with its physical address. A geocoding service typically provides this value based on the address’s latitude and longitude coordinates.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Is Closed</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">Indicates whether the line item is closed. Changing the line item’s status to Closed causes this checkbox to be selected in the user interface.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Is Generated From Maintenance Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">Identifies whether the work order line item is generated from a maintenance plan.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Last Referenced Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The date when the line item was last modified. Its label in the user interface is <samp class="parmname">Last Modified Date</samp> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Last Viewed Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The date when the line item was last viewed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Latitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">Used with Longitude to specify the precise geolocation of the address where the work order is completed. Acceptable values are numbers between –90 and 90 with up to 15 decimal places.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Line Item Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">An auto-generated number that identifies the line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">List Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The price of the line item (product) as listed in its corresponding price book entry. If a product isn’t specified, the list price defaults to zero. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Location</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">A location associated with the work order line item. For example, a work site.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Longitude</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">Used with Latitude to specify the precise geolocation of the address where the work order is completed. Acceptable values are numbers between –180 and 180 with up to 15 decimal places. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Maintenance Plan</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The maintenance plan associated with the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Maintenance Work Rule Id </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">(Read Only) ID of the maintenance work rule if the work order or work order line item was created by a maintenance plan. If created by the One Work Order Line Item per Asset option on the maintenance plan, the field is populated only on the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Minimum Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The minimum crew size allowed for a crew assigned to the line item. </p> <p style="margin-bottom:0;">If you’re not using the Field Service managed package, this field serves as a suggestion rather than a rule. If you’re using the managed package, the scheduling optimizer counts the number of service crew members on a service crew to determine whether it fits a line item’s minimum crew size requirement.</p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The order associated with the line item. For example, you order replacement parts before you can complete the line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Parent Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The line item’s parent line item, if it has one.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> View, create, and delete a line item’s child line items in the Child Work Order Line Items related list.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Postal Code</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The postal code where the line item is completed. Maximum length is 20 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Pricebook Entry</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The price book entry (product) associated with the line item. The label in the user interface is <samp class="parmname">Product</samp>. This field’s lookup search only returns products that are included in the work order’s price book.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Priority</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The priority of the line item. The picklist includes the following values, which can be customized:</p> <ul> <li>Low</li> <li>Medium</li> <li>High</li> <li>Critical</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The product (price book entry) associated with the line item. This field’s lookup search only returns products that are included in the parent work order’s price book.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Product Service Campaign</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The product service campaign associated with the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Product Service Campaign Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The product service campaign item associated with the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Quantity</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The line item’s quantity.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Recommended Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The recommended number of people on the service crew assigned to the line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Return Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The return order associated with the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Return Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The return order line item associated with the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Root Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The top-level line item in a line item hierarchy. Depending on where a line item lies in the hierarchy, its root can be the same as its parent. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Service Appointment Count</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The number of service appointments on the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Service Report Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The service report template that the line item’s service reports uses.</p> <p dir="ltr">If you don’t specify a service report template on a work order line item, it uses the service report template listed on its work type. If the work type doesn’t list a template or no work type is specified, the line item uses the default service report template.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> This field stays blank unless you update it on the line item. To find out which template the line item’s service reports uses, check its work type.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Service Territory</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The service territory where the line item work is taking place.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Start Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The date when the line item goes into effect.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">State</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The state where the line item is completed. Maximum length is 80 characters.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Status</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p>The status of the line item. The picklist includes the following values, which can be customized:</p> <ul> <li>New—Line item was created, but there’s no activity yet.</li> <li>In Progress—Work has begun.</li> <li>On Hold—Work is paused.</li> <li>Completed—Work is complete.</li> <li>Cannot Complete—Work couldn’t be completed.</li> <li>Closed—All work and associated activity is complete.</li> <li>Canceled—Work is canceled, typically before any work began.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Status Category</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 "> <p> <span id="fs_work_order_line_item_fields__stat_cat"><a name="fs_work_order_line_item_fields__stat_cat"><!-- --></a>The category that each status value falls into. The Status Category field has eight default values: seven values that are identical to the default Status values, and a None value for statuses without a status category.</span> </p> <p> <span id="fs_work_order_line_item_fields__stat_cat_2"><a name="fs_work_order_line_item_fields__stat_cat_2"><!-- --></a>If you create custom Status values, you must indicate which category it belongs to. For example, if you create a Waiting for Response value, you can decide that it belongs in the On Hold category.</span> </p> <p style="margin-bottom:0;">To learn which processes reference Status Category, see <a href="https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5" title="Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.">How are Status Categories Used?</a></p> </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Street</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The street number and name where the line item is completed.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Subject</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The line item’s subject. For example, Tire Check.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Subtotal</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The line item’s unit price multiplied by the quantity. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Suggested Maintenance Date</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">Date when maintenance work is planned.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Total Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The line item’s subtotal with discounts applied. (Read only)</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Unit Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">By default, the unit price for a line item is the product’s list price from the price book, but you can change it.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The parent work order of the line item. Because work order line items must be associated with a work order, this field is required.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Work Order Line Item Number</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">An autogenerated number that identifies the work order line item.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e70 ">Work Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d142587e73 ">The work type associated with the line item. When a work type is selected, the work order line item automatically inherits the work type’s Duration, Duration Type, and required skills.</td> </tr> </tbody> </table> #### See Also - [Set Up Work Order Management for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_set_up.htm&release=264.0.0&type=5 "Work orders, which track work to be performed on your customers' products, are the heart of Agentforce Field Service and Operations (formerly Field Service). Learn how to create and customize work orders and create time-saving templates called work types.") <!-- document id=e63e33b53ac6ca081670313a0f37e3ea7296681c3a316fae6274d980ec8e30ff url=/admin/current/en-us/service/264-0-0/fs_work_order_pricing.md --> # Work Order Pricing Guidelines for Field Service Work orders and work order line items have several price-related settings. Learn about these settings and how to apply them to your business. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> If you’ve set up a product catalog in Salesforce to track the goods and services that you offer, you can associate items in your price books with work orders and their line items, similar to the way you can associate products with opportunities or orders. If a work order lists a price book, you can link each work order line item to a price book entry (product) from the price book. For example, if you create a work order for a solar panel installation, select a price book in the Price Book lookup field on the work order. Then, use the Price Book Entry lookup field on its work order line items to select items in your price book, such as Site Assessment, Solar Panel, and Inverter. A quick glance at a completed work order’s line items shows you which products from your product catalog were sold as part of the work order. Work orders contain these price-related fields. | Work Order Field | Description | | --- | --- | | Discount | (Read only) The weighted average of the discounts on all line items on the work order. It can be any positive number up to 100. | | Subtotal | (Read only) The total of the work order line items before discounts and taxes are applied. | | Total Price | (Read only) The total of the work order line items’ price after discounts but before tax is added. | | Grand Total | (Read only) The total price of the work order with tax added. | | Price Book | The price book associated with the work order. Adding a price book to the work order lets you link each work order line item to a product included in the price book. | | Tax | The total tax on the work order in a currency format. (Do not enter a percentage.) For example, in a work order whose total price is $100, enter $10 to apply a 10 percent tax. You can enter a number with or without the currency symbol and you can use up to two decimal places. | Work order line items contain these price-related fields. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:30%"> <col style="width:70%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d135490e163">Work Order Line Item Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d135490e166">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">Discount</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 ">The percent discount to be applied to the line item’s subtotal. You can enter a number with or without the percent symbol and you can use up to two decimal places.</td> </tr> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">Subtotal</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 ">(Read only) The line item’s unit price multiplied by the quantity.</td> </tr> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">Total Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 ">(Read only) The line item’s subtotal with discounts applied. This field is blank until you add a unit price and save the line item.</td> </tr> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">List Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 ">(Read only) The price of the line item (product) as listed in its corresponding price book entry. If a product isn’t selected, the list price defaults to zero. When you select a product to link to the line item, you can see the product’s list price next to its name and ID in the lookup window. The list price field populates when you save the line item.</td> </tr> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">Product</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 "> <p>The name of the product associated with the line item. The lookup only lists products that are included in the parent work order’s price book. When you select a product and save the line item, the following fields are populated on the line item:</p> <ul> <li>List Price</li> <li>Unit Price</li> <li>Subtotal</li> <li>Total Price</li> </ul> <p style="margin-bottom:0;">Inline editing isn’t supported on the Product field. To change the product on a line item, click <strong class="uicontrol">Edit</strong>. Adding a product updates the list price, unit price, subtotal, and total price based on the related entry in the work order’s price book.</p> </td> </tr> <tr class=""> <td data-label="Work Order Line Item Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e163 ">Unit Price</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d135490e166 ">By default, the unit price for a work order line item is the line item’s list price from the price book, but you can change it.</td> </tr> </tbody> </table> ## Completing Price Fields - When completing work order price fields, complete only the Price Book and Tax fields. The Discount, Subtotal, Total Price, and Grand Total fields are automatically calculated based on line item fields. - When completing work order line item price fields, complete only the Product and Discount fields. The Subtotal, Total Price, List Price, and Unit Price fields are automatically calculated based on other line item fields. - Apply discounts to work orders at the line item level. If your work order doesn’t have line items, its discount is zero. - Work order line items don’t have to be linked to a product. For example, perhaps you use line items only to track tasks. Just keep in mind that if the Product field is blank, you can’t use the List Price, Unit Price, Discount, Quantity, Subtotal, or Total Price fields. - If you plan to use price books for work orders, users need “Use” sharing access to the price book object to complete the following actions: - Create or edit work orders with the Price Book field completed - Create work order line items with the Product field completed - Create products consumed with the Price Book Entry field completed - A price book entry is returned in search results only if its currency matches the work order's currency. ## Deleting Products and Price Books - You can’t delete a price book that’s linked to a work order. - You can’t delete a product that’s linked to a work order line item. - You can’t delete a price book entry that’s linked to a work order line item. Price book entries are linked to work order line items via the Product lookup field. - You can’t remove a price book from a work order if its line items are linked to products from that price book. #### See Also - [Work Order Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_fields.htm&release=264.0.0&type=5 "Work orders have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") - [Work Order Line Item Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_order_line_item_fields.htm&release=264.0.0&type=5 "Work order line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings.") <!-- document id=2424a56b68de4a99ae4e18c63682c319ee898f3dfafa64a2ab3a8da87da0c6b8 url=/admin/current/en-us/service/264-0-0/ifs_dashboards_wo.md --> # Work Orders Dashboard Understand and monitor work across territories based on status, priority, and other attributes. View trends and keep up with your organizational goals. Select from the filters to refine your view, and review the high-level statistics. In the charts, you can see work orders by time, account, status, and priority. Lastly, drill into details for each work order. | ROUTING KPI | CALCULATION | | --- | --- | | Total work order count | Total number of work orders created in the past 30 days. | | New work orders | Total number of work orders in new status. | | Closed work orders | Total number of work orders in closed status. | | In progress work orders | Total number of work orders in progress. | | Average response time | The amount of time between when the work order was created and when the service appointment was created and scheduled. | | Average completion time | The amount of time between when the work order was created and when it was closed. | | Work order status | Total number of work orders sorted by status. | | Work order priority | Total number of work orders sorted by priority. | | Work order by account | Total number of work orders sorted by account. | | Work order by time | Total number of work orders by day, week, or month based on the created date.  | <!-- document id=d713ca3d01c980222ca828d1d784910e8ee00d0be1f00a0f749778a18b5549cf url=/admin/current/en-us/service/264-0-0/incident_mgmt_agent_work_plans.md --> # Work Plans for Support Reps Resolve an incident quickly with work plans. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Create a Work Plan](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_work_plan.htm&release=264.0.0&type=5)** After you identify an incident’s problem and create a change request, create a work plan to outline the required steps to resolution. - **[Identify Change Request-Related Issues](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_related_change_requests.htm&release=264.0.0&type=5)** As you work to resolve the incident, keep the complete picture in mind, track dependencies, and stay on top of possible ripple effects with related lists. <!-- document id=c69580873f3f4785862284360a4df14a8f7012ea4d728ede22cc5296f72659e6 url=/admin/current/en-us/service/264-0-0/omnichannel_work_reassignement_limitations.md --> # Work Reassignment Limitations Before using the work reassignment feature, be aware of these limitations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - You can’t reassign work using Omni Mobile. - To reassign a work item, it must have a routing configuration. When you reassign a work item to a specific service rep or skill, Omni-Channel uses the routing configuration of the existing AgentWork record, not the PSR (PendingServiceRouting) record. In case a work item doesn’t have a routing configuration, define a default routing configuration in the Service Channel settings. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration. - When you reassign a work item, you can search for the new routing destination by name. Note that skills,service reps, flows, and queues with names less than 3 characters aren’t searchable. - When you reassign a work item to a service rep, a skill, or a queue, the original work is flagged as transferred. When you reassign work to a flow, the original work is closed. - For status-based capacity, only work with an In Progress status is routed. Work with a different status is not routed, and no errors occur. Paused work is not routed, but an error does occur. <!-- document id=127e4f189d8c07c4f0fe14eebdd53c1cacfc190dabe16566720aec07dc0f7e85 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rule_entry_service_resource_availability.md --> # Work Rule Entry: Service Resource Availability Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service resource’s availability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Work rules entries have these fields. | Field Name | Description | | --- | --- | | Break Duration | The length of the break in minutes. | | Earliest Break Start (minutes) | The minimum number of minutes between the start of the day and the beginning of the break. For example, enter 120 for a break at least two hours after the day starts. | | Latest Break End (minutes) | The maximum number of minutes between the start of the day and the end of the break. For example, enter 300 for a break that ends five hours after the day starts. | | Work Rule | The name of the associated work rule. | | Work Rule Entry Name | An auto-number name for the work rule entry. | To view or add work rule entry fields, open the Object Manager in Setup and select the Work Rule custom object. Under Page Layouts, select **Related Lists** and drag Work Rule Entries to add it to your page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the **Calculate travel and breaks** setting in Field Service Settings. ## Flexible Breaks Watch the video to see how to schedule multiple flexible breaks with enhanced work rules. Flexible breaks are scheduled based on their duration and a time window relative to the beginning of the service resource's day. You can add up to three work rule entry breaks to work rules of the Service Resource Availability type. You can’t add a break schedule to the parent work rule and use work rule entries. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example Let’s say you want to schedule breaks for mobile workers, and their shifts last about 10 hours. You want to schedule a 20-minute break about two hours into the day, a 45-minute meal break in the middle of the day, and another 20-minute break about two hours before the end of the shift. Create three work rule entries, with these settings: | Work Rule Entry | Break Duration | Earliest Break Start | Latest Break End | | --- | --- | --- | --- | | First break | 20 | 100 | 180 | | Meal break | 45 | 240 | 360 | | Second break | 20 | 460 | 580 | If the worker’s availability starts at 8:00 AM, the first break is scheduled between 9:40 AM and 11:00 AM. The meal break happens between 12:00 PM and 2:00 PM, and the last break happens between 3:40 PM and 5:00 PM. <!-- document id=01a6319eae86ff5aba85e234118d384e83d83e3f0ab4e03c1a9165692ce1d86a url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_count.md --> # Work Rule Type: Count Rule Use a Field Service Apex Count work rule to restrict appointment scheduling based on assignments, hours worked, or a custom value. It’s a great way to prevent overloading your workers or their vehicles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ## Use Case A healthcare company can configure a nurse practitioner's operating hours availability to be on-call continually for 24 hours but use a Count work rule to cap daily scheduled appointments at 8 hours. This limit safeguards the clinician from being overworked and ensures compliance with labor regulations. You can also use the Count work rule to restrict the total number of service appointments assigned to a service resource or even count and limit a custom attribute on a service appointment. For example, a commercial waste management company can use a Count work rule to limit the number of service appointments assigned to a garbage truck, ensuring the truck’s total cargo capacity isn’t exceeded. You can then create a Units/Space Consumed attribute on the Service Appointment object and define the number of units or cargo space each service appointment waste pickup job consumes (or removes) from the truck's capacity when assigned to the truck. ## Settings A work rule of this type contains the following settings. | Field | Description | | --- | --- | | Time Resolution | The duration for which the defined count limit applies and is reset for a service resource. The available resolution is Daily. | | Count Type | What the rule counts: assignments, durations, or a custom field value. | | Count Object | Object used in the count. If the rule counts assignments or durations, the object is a service appointment. If the rule counts a custom value, select the object that has the custom field: service appointment, work order, or work order line item. | | Custom Field | Custom field name. | | Default Limit | Default count limit. | | Resource Property | API name of a numeric custom field on a service resource,  enabling you to set a specific limit for each resource. If this field is null, for any service resource, the system uses the default limit specified in the Count work rule record. | ## Create a Count Work Rule ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create work rules, you need the Field Service Admin custom permission set. If the Count work rule isn’t listed as a work rule type, update the Field Service custom permission sets. To create a Count Rule, manually enter API names for the Service Resource limit and Service Appointment attributes on the Count Rule record type page layout. Alternatively, use the Count Rule custom Lightning Web Component (LWC) UI for a guided experience. To add this LWC to the Count Rule record page layout and get assistance with populating these fields by showing all available metadata to select from, go to the Lightning record page editor and drag the countRule component (found under Custom - Managed in the component list sidebar) onto the page. Save the Lightning record page and then use the UI to create the Count rule. ![Count rule custom lightning component showing the count rule fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_count_rule.png) Add the work rule to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or by using the Scheduling Policy Work Rule related list. When you use this scheduling policy, the work rule ensures that scheduling and optimization considers service resources as eligible for work assignments only up to their specified limit. When a manual schedule change causes a limit to be exceeded, the Gantt shows rule violations on all appointments that contribute to the count. Violations include rule names, so use meaningful names. For example, a dispatcher wants to create schedules that respect how many solar panels workers can deliver and install. A custom field on work orders represents the panel quantity for each installation. Because workers drive different vehicles, a resource property indicates how many panels a worker can transport. To set limits for large versus small trucks, add workers to relevance groups based on truck size and create rules using those groups. ## Considerations When Using Enhanced Scheduling and Optimization Pay attention to these considerations if you’re using Enhanced Scheduling and Optimization. - In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and durations. - If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still consider them for other jobs such as maintenance. - The Count work rule uses midnight as the Start of Day even if it’s customized to a different value. Service appointments can be scheduled on two different days for service resources who work shifts that span over midnight. If a resource’s work capacity for the first day is fully consumed before midnight and they have available capacity for the second day, the engine doesn’t schedule a new appointment after midnight unless it’s consecutive with an appointment from the first day. For example, a resource works from 8:00 PM to 5:00 AM and can be assigned a maximum of four appointments per day. On the first day, they’re already scheduled for four appointments between 8:00 PM to 10:00 PM. Even though a new appointment can be scheduled at 12:00 AM, the engine doesn’t schedule the appointment then, because it only looks to schedule appointments consecutively to avoid creating a gap in the schedule between 10:00 PM to 12:00 PM. - Multiday work isn’t supported with Count work rules. - You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew. - If you use the Count work rule on a custom field, the limitation considers the order of scheduled appointments, ensuring that your workers don't exceed the set limit at any point throughout the day. For example, you have a custom field that checks the capacity of your workers’ vehicle, and the Count work rule is set to 10. Throughout the day, a driver picks up five units, picks up another eight units, and then drops off four units. The Count work rule registers this violation on the second service appointment and on all the following appointments that day. The total count value at any time during the day can’t be negative. - The Count work rule doesn’t apply to capacity-based resources. ## Considerations When Not Using Enhanced Scheduling and Optimization Pay attention to these considerations if you aren’t using Enhanced Scheduling and Optimization. - In a policy, you can add up to ten rules that count custom field values. You can also add more rules that count assignments and durations. - If a resource has reached a count limit, scheduling actions still consider the resource’s availability for appointments in which the Count work rule doesn’t apply. For example, when an appliance installer has reached their vehicle’s item limit, scheduling can still consider them for other jobs such as maintenance. - The Count work rule uses midnight as the Start of Day even if it’s customized to a different value. - Multiday work isn’t supported with Count work rules. - Complex work isn’t supported with Count work rules. - You can use Count rules with relevance groups that consist of service territory members, but not with relevance groups that are based on service appointments. - You can set up Count work rules for crews. Count work rules don’t apply to individual service resources while they’re part of a crew. - The Count work rule doesn’t apply to capacity-based resources. #### See Also - [Create Relevance Groups](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&release=264.0.0&type=5 "Use relevance groups to apply work rules and service objectives to certain groups of appointments or service territory members. You can apply different logic based on types of work and service resources within one scheduling policy. For example, use relevance groups to enforce your company policy on breaks and travel time for full-time versus part-time employees. Relevance groups can also use data insights from across your Salesforce org to improve scheduling. For example, use relevance groups to prioritize technicians with specific skills for high-priority accounts, or assign resources based on asset criticality or customer sentiment.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=b72dd07a06350c3a5e3840a8c42bf77b155614c743e1bfce0824251e3aad55e6 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_excluded_resources.md --> # Work Rule Type: Excluded Resources The Excluded Resources work rule type prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. If you're using Enhanced Scheduling and Optimization, the Excluded Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Sometimes, customers have a poor experience with a service resource and request not to work with them in the future. Use this work rule type to enforce customer resource preferences, such as those resulting from a complaint. Other work rules can exclude service resources based on skills, availability, and proximity. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Add Service Resource Preferences in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&release=264.0.0&type=5 "Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=445f0d1ed8377140b6362248375fff015775d02150370354c401d35c67ff3dc8 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_extended_match.md --> # Work Rule Type: Extended Match Use the Extended Match database work rule type to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Because you can use an Extended Match work rule to match appointments to resources using your own customizations, writing a rule requires some prior setup. Before you get started, create a data model or make sure that you have an existing data model with the appropriate fields. We suggest using [Schema Builder](https://help.salesforce.com/articleView?id=schema_builder.htm&language=en_US). You can apply Extended Match work rules when scheduling appointments. To use them with optimization, [set up optimization](https://help.salesforce.com/s/articleView?id=service.pfs_activate_optimizer.htm&release=264.0.0&type=5 "Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User."). A work rule of this type contains the following settings. | Field | Description | | --- | --- | | Service Appointment Matching Field | The service appointment lookup field value that you're matching. The field must be of the type Lookup. When using Enhanced Scheduling and Optimization, if the service appointment matching field is empty, all resources are considered valid. | | Linking Object | The junction object used to link service resources to the object that the service appointment matching field references. | | Linking Object Reference Field | The reference field on the linking object that is matched with the Service Appointment Matching Field. When using Enhanced Scheduling and Optimization, if the Linking Object Reference Field is empty, then the service resource isn’t a valid candidate for any service appointment with matching field requirements. | | Time-Phased | Indicates whether the work rule applies only to a certain time period. | | Start Date Field Name | The Date-Time field name on the Linking Object that represents the start time. This field is required when you select Time-Phased. | | End Date Field Name | The Date-Time field name on the Linking Object that represents the end time. This field is required when you select Time-Phased. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To avoid a potential scheduling or optimization crash, we recommend that when you create Linking Object records, you populate both the Linking Object Reference field and the Service Resource Reference field. After you create the data model for your work rule, finish setting it up by creating a work rule from the Work Rules tab. Use the Extended Match Rule custom Lightning Component helper, or enter the fields manually. You can add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. A policy can have up to five Extended Match work rules. Applying more than two Extended Match work rules with complex scenarios, such as multiday or crew scheduling, can affect scheduling performance. The scheduling operation can fail if a Salesforce platform limit is reached. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png) Example If your mobile workers support specific ZIP codes, use an Extended Match work rule to assign them appointments within their area. Create a ZIP Code lookup field on the Service Appointment object. Then create a ZIP Code Coverage linking object, add the ZIP Code field, and attach it to the Service Resource object as a related list. Use the Extended Match Rule Lightning Component to create a work rule. The ZIP Code Coverage example has this data model. ![Data model for ZIP Code Coverage example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_extended_match_data_model.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note In this example, if a service appointment has an empty ZIP Code field, the work rule returns all Service Resources. Define other work rules in your policy, such as Match Skills or Match Territory, that can narrow resources when there’s no ZIP code on the appointment. Considerations: - Time-phased Extended Match work rules can consume up to 80 records on a service resource during the selected time period. Work rules that aren't time-phased can consume up to 200 records. - Relevance groups is supported with Extended Match work rules only if you're using Enhanced Scheduling and Optimization. #### See Also - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=c9584516b034cd98e705b9d30b3dbd3f91d29ab38111ef73b94f274c8b7fb0f7 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_match_boolean.md --> # Work Rule Type: Match Boolean The Match Boolean work rule type enforces scheduling preferences based on a checkbox (Boolean) field on service resources. If you're using Enhanced Scheduling and Optimization, the Match Boolean work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Work rules of this type contain two key settings. | Field Name | Description | | --- | --- | | Resource Property | The API name of the checkbox field on service resources that defines the scheduling requirement. For example, IsActive. | | Value is True | If selected, the Resource Property must be True (selected) for a service resource to be assigned to a service appointment. If not selected, the Resource Property must be false (deselected) for a resource to be assigned to an appointment. When using Enhanced Scheduling and Optimization, if the Boolean field on the service resource is empty, the rule isn't applied. | To control which checkbox fields are available as resource properties: - Add the API name of any checkbox field as a picklist value in the Resource Property field on the Work Rule custom object in Setup. - Make sure that the value has been enabled for the record type. Field Service includes a standard Match Boolean work rule named Active Resources. This work rule: - Assures that only active service resources are considered for scheduling. - Lets you preserve historical data on the Gantt. When a service resource leaves your company, their assignment data remains. - Doesn’t make sure that the optimization engine reschedules appointments for inactive service resources. You must manually unschedule these appointments. ![Active Resources work rule](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_active_resources.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A scheduling policy can contain up to five Match Boolean work rules. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=12cbe4998865878efd95b5176f7c987bdefd1dfb6cca7d069c5c4c8ea1423a66 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_match_fields.md --> # Work Rule Type: Match Fields The Match Fields work rule type matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. If you're using Enhanced Scheduling and Optimization, the Match Fields work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Use the Match Fields work rule for direct one-to-one field comparisons between a service appointment and a service resource, for example, matching required skills. If you must compare a field from the service appointment to multiple properties on the service resource, we recommend you use the [Extended Match](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_extended_match.htm&type=5&language=en_US) work rule type, which provides enhanced flexibility and performance. Work rules of this type contain three key settings. | Field Name | Description | | --- | --- | | Service Property | The API name of the field on service appointments that helps define the scheduling requirement. All primitive data types are supported. When using Enhanced Scheduling and Optimization, if the service appointment matching field is empty, all service resources are considered valid. | | Boolean Operator | The required relationship between the Service Property and the Resource Property. For example, if **\=**, a service appointment’s Service Property value must equal a service resource’s Resource Property value for the resource to be assigned to the appointment. | | Resource Property | The API name of the field on service resources that helps define the scheduling requirement. All primitive data types are supported. When using Enhanced Scheduling and Optimization, if the resource matching field is empty, then the service resource isn’t a valid candidate for any service appointment with matching field requirements. | To control which fields are available as resource and service properties: - Add the API name of any field as a picklist value in the Resource Property or Service Property fields on the Work Rule custom object in Setup. - Make sure that the value has been enabled for the record type. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Match Fields work rules are supported for global, in-day, and resource optimization only when you're using Enhanced Scheduling and Optimization. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=c99a6f1b8d742e4176336ea41699591798f3a5bada8d09bf399415d05734531c url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_match_skills.md --> # Work Rule Type: Match Skills Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The Match Skill work rule is time-phased, meaning the rule validates that the service resource has the required skills and skill level when a work order is assigned, as these values can change. Work rules of this type contain the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62230e87">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d62230e90">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e87 ">Match Skill Level</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e90 ">If selected, service resources whose skill level is lower than the level listed on an appointment’s parent record’s Skill Requirement record aren’t considered as candidates. Match Skill Level isn't supported when you’re using the Match Skills work rule with At Least One Skill Matches (OR) selected for the Skill Type Logic.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e87 ">Skill Type Developer Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e90 ">The developer name of the Skill Type found on the Skill record in Setup. This field is hidden for users by default. To use it, update its field-level security settings in Setup and add it to your page layout. With Skill Type you ‌can classify your skills in Setup and control which of your skills the Match Skill work rule logic applies to. For example, an organization has two types of resource Skills: Hard Skills, such as on-the-job training, and Soft Skills. After you define Skill records in Setup with these Skill Type names, you can, for example, enforce the match of only the Hard Skills skill type. To do this, define the name of that skill type here for the Match Skill work rule. If this field is empty, the Match Skill work rule applies to all Skills in Setup that don't have a Skill Type defined. It doesn’t apply to Skills which have a Skill Type defined.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e87 ">Skill Type Logic</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d62230e90 "> <p>Defines the logic between the skill requirements as <strong class="uicontrol">All Skills Match (AND)</strong> (this is the default) or <strong class="uicontrol">At Least One Skill Matches (OR)</strong>. You set the logic for each skill type. Using the OR logic, you can qualify more service resources to match at least one, but not necessarily all, skill requirements of a certain skill type.</p> <p>At Least One Skill Matches (OR) is supported only when you’re using Enhanced Scheduling and Optimization. If you aren’t using Enhanced Scheduling and Optimization, the All Skills Match (AND) logic is used regardless of this setting. </p> <p>For example, a service appointment requires a caregiver who can perform procedures required for diabetes care and the caregiver must speak English or Spanish. If speaking only one of the languages specified on a Work Order is required, you can use the Skill Type Logic of At Least One Skill Matches (OR) so that candidates aren’t required to have all the skills in the Match Skills work rule. In Setup, set the Skill Type for this set of skills to a common name, such as Language. The Match Skills work rule checks if the service resource has at least one of the Language type skills for the resource to be a match.</p> <p style="margin-bottom:0;">By using the All Skills Match (AND) logic, candidates must have all the skills for the skill type. If no Skill Type Developer Name is entered, the skill type logic applies to all the skills that have no skill type. If you don't want to apply a Skill Type Logic, keep the Skill Type field empty for all your skills to make sure the Match Skills rule is applied. If no Skill Type Logic value is entered the default is All Skills Match (AND).</p> </td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service appointment doesn't have the required skills specified, all service resources are considered valid candidates. If a service resource has no assigned skills, the resource isn't a valid candidate for any service appointment with skill requirements. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_skills.htm&release=264.0.0&type=5 "Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work.  If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=778d9446968a40069773b00700e8917181076479af94a5056da7fb2daaaf17f4 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_match_territory.md --> # Work Rule Type: Match Territory Match Territory is a database work rule type that ensures service appointments are assigned only to Field Service resources who are primary or relocation members of the appointment's service territory. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ This rule compares the Service Territory field value on service appointments with the Service Territory field value on service territory member records. When using Enhanced Scheduling and Optimization, if the service appointment territory field is empty, all service resources from all territories are considered valid candidates. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - While this rule restricts service resources eligible for a service appointment based on service territory, service territories in Field Service influence much more. Service territories control Classic Dispatch Console views, the grouping of service resources, optimization, sharing, and dispatch processes. Service territories must align with time zones. Therefore, make sure that service territories are created to support these other areas of the product first. If you must restrict resource assignments based on specific criteria, consider also using other work rules such as Match Skill or Extended Match. - A scheduling policy can’t include both a Working Territories work rule and a Match Territory work rule. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Create Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&release=264.0.0&type=5 "Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=2bfa954510409228d3a02e5ee4136d2aad19bdcb45dd630461a9079e64a0b3d3 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_match_time.md --> # Work Rule Type: Match Time Rule Match Time Rule is a Field Service Apex work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Work rules of this type contain the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58496e84">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d58496e87">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e84 ">Service Schedule Time Property</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e87 ">Indicates whether the rule controls the service appointment’s scheduled start time or scheduled end time. Custom date/time fields aren’t supported.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e84 ">Service Time Operator</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e87 ">The required relationship between the Service Schedule Time Property and the Service Time Property. For example, if you select <strong class="uicontrol">Equal</strong>, a service appointment’s Service Schedule Time Property value must equal the appointment’s Service Time Property value. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e84 ">Service Time Property</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e87 "> <p>The service appointment field that defines the work rule requirement. There are four options.</p> <ul> <li><strong class="uicontrol">EarliestStartTime</strong> and <strong class="uicontrol">DueDate</strong> together represent the total time frame during which an appointment must start and complete. </li> <li>The <strong class="uicontrol">ArrivalWindowStart</strong> and <strong class="uicontrol">EndTime</strong> together represent the arrival window time frame promised to the customer. </li> </ul> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Match Time work rules with custom date/time fields are fully supported for schedule optimization only when you’re using Enhanced Scheduling and Optimization. When you aren’t using Enhanced Scheduling and Optimization, custom date/time fields are supported only for platform scheduling actions, for example, Appointment Booking and Get Candidates, but not for optimization services.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e84 ">Pass Empty Values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d58496e87 ">If you select this option and any of the Service Time Property values are empty, the Match Time rule is ignored.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note You can't create a Match Time rule with the Service Schedule Time Property set to SchedStartTime, the Service Time Operator set to Before, or Equal to, and the Service Time Property set to ArrivalWindowStartTime, ArrivalWindowEndTime, or any custom time field. Field Service includes four standard Match Time Rule work rules. - Earliest Start Permitted:​ Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted. This work rule is included in every standard scheduling policy. - Due Date​: Ensures a service appointment’s Scheduled End is equal to or earlier than the Due Date. This work rule is included in every standard scheduling policy. - Scheduled Start​: Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start. - Scheduled End​: Ensures that a service appointment’s Scheduled Start is equal to or earlier than the Arrival Window End. An appointment’s Scheduled Start is based on the travel time recorded for previous appointments. The Scheduled End is calculated by adding the Duration to the Scheduled Start. ![Time windows for work rules](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fsl_optimization_scheduling_times.png) Work rules that impose time constraints limit your optimization flexibility. When you create Match Time Rule work rules, consider the commitments that you’ve made to customers and your goals regarding wait time. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Service Appointment Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_appointment_fields.htm&release=264.0.0&type=5 "Service appointments have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=73455b51a2e7754facc5f3994873f5a4fdbd5ffa60ad66bb2f65bb7c60257b29 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_max_travel_home.md --> # Work Rule Type: Maximum Travel from Home Maximum Travel from Home is a Field Service database work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To calculate maximum travel time or distance, Field Service uses aerial routing (as the crow flies). Work rules of this type are particularly useful if your service territories are functional rather than geographical. Work rules of this type contain the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d164591e91">Field</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d164591e94">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e91 ">Maximum Travel From Home Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e94 ">Indicates whether the work rule enforces a maximum travel time or maximum distance. </td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e91 ">Maximum Travel From Home</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e94 ">The maximum, which is measured in minutes for travel time and miles or kilometers for distance. The miles or kilometers preference is set in the Field Service Admin app. Configure the distance unit under <span class="menucascade"><strong class="uicontrol">Field Service Settings</strong> | <strong class="uicontrol">Scheduling</strong> | <strong class="uicontrol">Routing</strong> | <strong class="uicontrol">Travel Speed Unit</strong></span> as <strong class="uicontrol">MPH</strong> for miles, or <strong class="uicontrol">KM/h</strong> for kilometers.</td> </tr> <tr class=""> <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e91 ">Relevance Groups</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d164591e94 "> <p>Available only if relevance groups are implemented. Relevance groups let you apply the work rule to a subset of service resources. For example, use relevance groups to enforce these policies:</p> <ul> <li>Don’t assign resources to maintenance appointments that are more than 20 miles from their home base.</li> <li>Don’t assign highly qualified workers to appointments that are more than 20 miles from their home base.</li> </ul> </td> </tr> </tbody> </table> If a service resource’s home base (address) isn’t specified, the resource isn’t a candidate for any service appointment. If a service appointment lacks geocoordinates (calculated from an address), it can be assigned to any service resource with a home base. #### See Also - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=e94e19d3ed7cca4d918e90060e6f919af0b1bc0318e0ec5ee20652b7aac51516 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_required_resources.md --> # Work Rule Type: Required Resources The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ You can also create Resource Preference records at the account level. However these preference records are enforced only when listed on the work order or work order line item. When listing these records on the account, a built-in trigger logic is used with standard actions such as Book Appointment and Get Candidates. This logic automatically creates Resource Preference records related to the work order or work order line item based on the resource preferences defined at the account level. If you’re creating a work order or work order line item from custom code or automation, and you've populated the account on the work order or work order line item that has Resource Preferences, those records aren't automatically recreated on the work order or work order line item automatically. Required Resources work rules are a useful way to preserve one-on-one customer-provider relationships, such as home healthcare. These work rules are highly restrictive, because they limit the pool of potential assigned resources to consider only those who are listed as required in the Resource Preferences related list on the related work order or account. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Add Service Resource Preferences in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&release=264.0.0&type=5 "Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=6b575ab06e67a09d7c4a7b33173b9db93fe3c292c131ee5a516a880a0f527cfd url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_visiting_hours.md --> # Work Rule Type: Service Appointment Visiting Hours Service Appointment Visiting Hours is an Apex work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ To define a customer’s preferred hours of service, create operating hours for them from the Operating Hours tab. Select the operating hours in the Operating Hours ID field on the account. Work orders created for the account always inherit the account's operating hours in the Visiting Hours field, and service appointments use their work order’s visiting hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Defining designated work on operating hours that represent your customer’s visiting hours isn’t supported. See [Work Rule Type: TimeSlot Designated Work](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_designated_work.htm&language=en_US). When you’re not using Enhanced Scheduling and Optimization: - Visiting hours use the time zone of the service territory. - If the location has no time zone specified, GMT is used. When you’re using Enhanced Scheduling and Optimization: - Visiting hours use the time zone of the operating hours record or the time zone of the service appointment’s service territory, depending on your defined setting. When you work across multiple time zones, we recommend that you deselect the **Use the Visiting Hours object’s time zone when an appointment has visiting hours** setting, so that you use the time zone of the appointment’s service territory. To access the setting, in the Field Service Settings tab, click **Scheduling** | **General Logic**. - You can [add holidays to visiting Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_oh_holidays.htm&type=5&language=en_US) that represent the time when customers aren’t available to receive services. These holidays take precedence over the customers’ preferences for visiting operating hours. - Multiday work doesn’t support visiting hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Dispatchers can still manually schedule appointments outside a customer’s operating hours, but a rule violation is shown. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Guidelines for Creating Operating Hours for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_oh_considerations.htm&release=264.0.0&type=5 "Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=187a64970e95e0188f21617ba5ddc0ec7d6f09eb024f1898ee4cf985433123c0 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_service_crew_resources_availability.md --> # Work Rule Type: Service Crew Resources Availability Service Crew Resources Availability is an Apex work rule type that ensures that a service resource of type Crew is assigned to an appointment only if the crew complies with the appointment’s parent record’s minimum crew size. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ If the Minimum Crew Size field on work orders, work order line items, and work types is completed, this work rule type comes into play. You can configure the rule to compare this Minimum Crew Size with either of the following: - Crew Size field on the service crew record - Actual number of allocated service crew members at the time of assignment For example, if a work order’s Minimum Crew size is 4 and a scheduling policy is applied with a work rule of this type, the appointment won’t be assigned to a crew with fewer than four members. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The Minimum Crew Size field has a maximum limit of 100. For tips on scheduling service crews, see [Considerations for Scheduling Service Crews](https://help.salesforce.com/s/articleView?id=service.pfs_service_crews_considerations.htm&release=264.0.0&type=5 "Field Service crews, much like individual service resources, can be assigned to service appointments. Learn how absences, efficiency, and crew settings affect service crew scheduling."). Service Crew Resources Availability work rules have the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84671e110">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84671e113">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d84671e110 ">Consider Service Crew Membership</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d84671e113 ">Select this option if you want to check the actual number of service crew members, rather than the crew size listed on the service crew record. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d84671e110 ">Maximum Additional Service Resources</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d84671e113 "> <p>Ensure that crews are optimally utilized and that no resources are idle by defining the maximum number of additional service resources, available when using Enhanced Scheduling and Optimization. For example, if a service appointment requires a minimum of 3 service resources in a crew, specify that a maximum of 2 additional resources are allocated to the crew. This maximum means that you can schedule a service appointment to a crew of size 3 to 5 service resources. </p> <p>With Enhanced Scheduling and Optimization, appointments requiring a crew size of one are scheduled only to crews unless the Assign Service Appointments to Individuals and Crews checkbox is selected. When enabled, appointments can be scheduled to individual resources or crews of one or two members. Without Enhanced Scheduling and Optimization, appointments requiring a crew size of one or null are scheduled only to individual resources.</p> <p style="margin-bottom:0;">You can find the Assign Service Appointments to Individuals and Crews option in Field Service Settings of the Field Service Admin app, under Scheduling, in the Crews section.</p> </td> </tr> </tbody> </table> Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=0f37221b3d87c21cb11be81bd35d5e6d636f00650b3785f0999faf344e1789dc url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_service_resource_availability.md --> # Work Rule Type: Service Resource Availability Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The work rules consider these factors. - The service resource’s operating hours, which are defined on their service territory member record or—if no hours are specified there—on their service territory record - Travel time - Break times - The scheduled start and end time of other scheduled appointments, shifts, and resource absences. During the scheduling of capacity-based service resources, a Service Resource Availability work rule results in a rule violation in any of these cases. - The number of scheduled working hours exceeds the resource’s capacity - The number of scheduled work items exceeds the resource’s capacity - A capacity record was deleted or updated after the related service resource was assigned to a service appointment You can apply different scheduling rules to each service resource. For example, you have different policies on breaks, overtime, or before- and after-work travel time for full-time versus part-time employees. Service Resource Availability work rules let you capture these differences. Service Resource Availability work rules have these settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:24.509803921568626%"> <col style="width:75.49019607843137%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35964e121">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35964e124">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Fixed Gap</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 "> <p>Enforce a minimum break time between service appointments. This setting is useful for remote consultants. For example, you want to provide 20 minutes between appointments for record-keeping.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> If a fixed gap is defined, travel time isn’t considered during scheduling. However, travel time is still calculated and displayed on the Gantt. The Offsite Appointment setting on the service appointment record is ignored.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Minimum Gap (minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 ">The minimum number of minutes between service appointments. The Minimum Gap value applies only if Fixed Gap is selected.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Break Start</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 "> <p style="margin-bottom:0;">Set a single break time that the scheduling engine inserts between scheduled service appointments. For example, if service resources prefer to take lunch at 12:00 PM, enter 12:00. Breaks are scheduled as close as possible to the Break Start time, allowing for flexibility to start and complete appointments.</p> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Break Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 ">The length of the break.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Overtime</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 ">Allow service appointments to be scheduled during time slots or shifts of the Extended type.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Travel From Home (minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 ">The number of minutes that the resource has available for travel before the start of the work day (at the resource's expense). When using Enhanced Scheduling and Optimization, if this field is empty or zero, all travel will be scheduled within the work day. If you want travel from home to be at the resource's expense, enter a high value, for example 5 hours. When not using Enhanced Scheduling and Optimization, if this field is empty, any amount of travel before the start of the work day is valid.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e121 ">Travel To Home (minutes)</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35964e124 ">The number of minutes that the resource has available for travel after the end of the work day (at the resource's expense). When using Enhanced Scheduling and Optimization, if this field is empty or zero, all travel will be scheduled within the work day. If you want travel to home to be at the resource's expense, enter a high value, for example 5 hours. When not using Enhanced Scheduling and Optimization, if this field is empty, any amount of travel after the end of the work day is valid.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To create a Service Resource Availability work rule that creates breaks and calculates travel time, enable the **Calculate travel and breaks** setting in Field Service Settings. ## Travel Complete the travel fields according to where service resources are expected to be at the beginning and end of their periods of availability. - **On-site:** If a service resource is expected to begin work on-site at the beginning of their availability, for example, if they start work at 9:00 AM, then travel must occur before that time. In this case, fill out the Travel To and From Home fields and include the duration of expected travel time outside the service resource’s working hours.. - **Start driving:** If a service resource is expected to start traveling at the beginning of their availability, set the Travel To and From Home fields to zero. ## Break Schedules There are two ways to add breaks to Service Resource Availability work rules. - To set a single break, fill out the Break Schedule fields. - To create up to three breaks that start relative to the beginning of the day, add [work rule entries](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rule_entry_service_resource_availability.htm&release=264.0.0&type=5 "Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service resource’s availability."). Enhanced Scheduling and Optimization must be enabled. If you don’t want to use breaks, leave these sections empty. You can’t set both a single break and add work rule entries. When you use the Break Schedule settings, these conditions apply. - A service resource's lunch break is created at the time defined in the Service Resource Availability work rule when the first service appointment is scheduled in the day. When you drag an appointment or schedule a new one, the Service Resource Availability work rule ensures that the service resource takes a break either at the set Break Start time or immediately after the last appointment that started before the Break Start. The scheduling engine allows for some flexibility. - When a service appointment starts before the Break Start time and ends after, then the break is pushed forward to the end of the service appointment. For example, with Break Start set to 12:00 PM, the scheduling engine can schedule a service appointment from 11:30 AM to 12:30 PM, and move the break to 12:30 PM, so that the service resource’s break starts as soon as the resource has completed that appointment. The lunch break can be moved forward as long as there's availability. - If the travel time to the next appointment prevents the break from being scheduled at the set Break Start time, the break is pushed back until the end of the first service appointment scheduled on that day. For example, if the Break Start is set to 12:00 PM and lasts 30 minutes, and a service appointment is scheduled at 12:30 PM to 13:30 PM, but includes a 30-minutes travel time to the appointment, then the break is pushed back and scheduled from 11:30 AM to 12:00 PM. - If there are multiple service appointments after the Break Start and there’s no room for the break, or if an appointment is extended so that the break after it overlaps with the next appointment’s travel time, the break defaults to the Break Start time set in the availability rule. This overlap results in a rule violation. For example, if a Break Start is set to 12:00 PM and a service appointment is scheduled from 11:00 AM to 12:00 PM, and then you drag another service appointment to 12:00 PM until 1:00 PM, the break doesn’t move to 1:00 PM. A resource availability rule violation is displayed. Also, if you drag an appointment to after the break but its travel time overlaps with the break, the scheduling engine doesn’t move the break, and a rule violation is displayed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note We recommend that you avoid creating manual breaks so that only the scheduling engine creates and modifies breaks. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. - **[Work Rule Entry: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rule_entry_service_resource_availability.htm&release=264.0.0&type=5)** Use work rule entries to add multiple flexible breaks that start relative to the beginning of a service resource’s availability. #### See Also - [View a Field Service Resource’s Calendar](https://help.salesforce.com/s/articleView?id=service.pfs_view_calendar.htm&release=264.0.0&type=5 "Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=185d5cc1cf69ccc7a878a3db38d583e53b06ce6fde2ff483b79355db5a755c3f url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_designated_work.md --> # Work Rule Type: TimeSlot Designated Work The Field Service TimeSlot Designated Work Apex work rule type ensures that if a time slot or shift is reserved for a specific type of work, only appointments of that type are scheduled during that time period. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ When this rule is configured in a scheduling policy, if a slot or shift has defined criteria, service appointments that don't meet the criteria of the designation aren’t scheduled during that slot or shift. You can reserve time slots and define shifts for specific types of appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Defining designated work on operating hours that represent your customer’s visiting hours isn’t supported. See [Work Rule Type: Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_visiting_hours.htm&language=en_US). Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note This rule can be applied only if the scheduling policy includes either the Working Territories work rule or the Match Territory work rule. This rule applies to all resources and service appointments, regardless of the rule’s relevance group. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If a service appointment doesn’t have a service territory defined, for that service appointment to be assigned to a service resource, the service appointment must meet the criteria defined in the time slot or shift in each of the service resource's assigned service territories. #### See Also - [Reserve Time Slots for Designated Types of Work](https://help.salesforce.com/s/articleView?id=service.pfs_designated_work.htm&release=264.0.0&type=5 "Create specific time slots in Field Service dedicated to service appointments that meet your criteria.") - [Create Filters to Match Field Service Appointments and Shifts](https://help.salesforce.com/s/articleView?id=service.fs_rfc_create.htm&type=5&language=en_US) - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=5fe0c421e911a225ba555392fb5aaf174bcbe56700ba2656de68d12667b88ce5 url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_capacity_limit.md --> # Work Rule Type: Work Capacity The Work Capacity Apex work rule type sets limits for the work capacity of service resources in a given service territory according to specified criteria. This work rule is available only when you’re using Enhanced Scheduling and Optimization.  ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ This rule enables adding capacity limits to scheduling policies. If you add a Work Capacity work rule to your scheduling policy, the Work Capacity Limit records defined for the service territories are considered. These records allow you to set limits on the amount of specific types of work that you can book within a territory. For example, you can limit installation work to 80% of the total capacity of the service territory. Total capacity refers to the combined working hours availability for all service resources in that territory for a given time frame. Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. ## Check Work Capacity Rule Violations You can see notifications for Work Capacity rule violations for all service appointments in a service territory in the Notification Center. The violations for individual service appointments aren’t shown on the Gantt. ![See capacity limit violations for all appointments](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/wc_rule_violation.png) #### See Also - [Manage Work Capacity in Field Service](https://help.salesforce.com/s/articleView?id=service.fs_workcapacitylimits.htm&type=5&language=en_US) - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&type=5&language=en_US) <!-- document id=fabfb6859abfca030fa0bc207ec0a79e2a26b04f136bcbdb446f1e158529493b url=/admin/current/en-us/service/264-0-0/pfs_optimization_theory_work_rules_working_territories.md --> # Work Rule Type: Working Territories Working Territories is a Field Service database work rule type that enforces primary and secondary service territory memberships. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ Service resources can have only one primary service territory at a time, but multiple secondary territories. Optimization requests that include a service resource's secondary territory memberships must also include the corresponding primary territory membership. Secondary territory memberships must be identical to, or contained within, the primary territory membership for a particular time and resource. If the secondary territory memberships aren't fully covered by a primary territory membership, availability applies only to the overlapping period. When using Enhanced Scheduling and Optimization, the secondary service territory doesn't need to be contained within the primary service territory. Scheduling and optimization is supported only for service territories with at least one primary service territory member. By default, the Working Territories rule considers only secondary territories. If you want the optimizer to consider the primary territory as well, select **Working Location Enable Primary** on the work rule. A scheduling policy can’t include both a Working Territories work rule and a Match Territory work rule for the same dataset. To choose between them, consider the number of service resources and service territories in your field service operation, and how often service resources are called to work in different territories. If service resources frequently move between service territories, use a Working Territories work rule. Use relevance groups to differentiate between service resources if some resources move less than others. Before you create and use relevance groups to apply work rules to certain groups of appointments or territory members, review the [relevance groups guidelines](https://help.salesforce.com/s/articleView?id=service.pfs_relevance_groups.htm&type=5&language=en_US). Create work rules from the Work Rules tab. To view or add work rule fields open the **Object Manager** in Setup and select the **Work Rule** custom object. Add work rules to a scheduling policy from the **Customize Scheduling Policies** page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy. #### See Also - [Create Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&release=264.0.0&type=5 "Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them.") - [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules.htm&release=264.0.0&type=5 "Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.") <!-- document id=e2db04762dc57273f3a8a2d87d46313f3fa2f52c2312b5ec70da1087e0c19a0d url=/admin/current/en-us/service/264-0-0/cc_generative_ai_work_summaries_credit_usage_tracking.md --> # Work Summaries Usage and Tracking Work Summaries charges only for the activity you use. Learn how your service reps interact with Einstein generative AI and track your usage against your subscription allowance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> For each Einstein generative AI feature, service rep usage depends on the size of the request and the number of requests. For Work Summaries: - The request size depends on the length of the customer conversation on the case, so a longer conversation creates a larger request. - A request is created each time a service rep clicks Get Recommendations. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_example.png) Example A service rep helps a customer troubleshoot and resolve an issue. The fix requires a replacement part, which the service rep sends to the listed customer address. Customer: Hello, my charger doesn’t work anymore. Service Rep: Hello, I can help with that. Did you try plugging in a different device? Customer: Yes, but it didn’t work. I tried my colleague’s charger and it worked fine, so I think the issue is the charger. Service Rep: Okay, I see you’re still covered by warranty so we can send a new charger out immediately. Is this the correct address? 123 Example Street? Customer: Yes, that’s correct. Service Rep: Great! You’ll receive a confirmation email with tracking information shortly. Is there anything else I can help with? Customer: No, thank you! After the chat ends, the service rep click Gets Recommendations one time and the conversation is sent to Einstein AI. A Summary, Issue, and Resolution are returned. Summary: The customer’s charger was broken and replaced. Issue: The charger doesn’t work with the customer’s device. Another charger worked. Resolution: The warranty covers a replacement charger. The service rep confirmed and sent a new one to the customer’s address. Because the service rep clicked the Get Recommendations button one time, only the length of the conversation impacts usage. Suppose the customer raised another issue and continued the conversation. Customer: I can’t find my tracking number- can you send it to me here? Service Rep: Yes it’s 12345678910. The replacement charger should be delivered in 2 days. Customer: Great, thanks! Since this conversation is longer the request to Einstein becomes larger. As the size of the request sent to Einstein increases, so does the amount of usage. Only orgs with Work Summaries enabled and service reps with the Work Summaries User perm set contribute to your usage. To learn more or get updates on your Work Summaries usage, contact your Salesforce Account Executive. <!-- document id=4b214eea82e562d93dc63ca0d5b5aed1cd9d4579938aa7f853cc67603a58086e url=/admin/current/en-us/service/264-0-0/fs_work_type_fields.md --> # Work Type Fields for Field Service Work types have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:28.57142857142857%"> <col style="width:71.42857142857143%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91799e70">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d91799e73">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Auto-Create Service Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 "> <p>Select to automatically create service appointments on work orders or work order line items that use the work type. </p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> <ul> <li>By default, the Due Date on auto-created service appointments is seven days after the created date. Admins can adjust this offset from the Field Service Settings page in Setup, or by updating the Due Date Offset field on a work type (a Field Service managed package feature).</li> <li>If a work type with the Auto-Create Service Appointment option selected is added to an existing work order or work order line item, a service appointment is only created for the work order or work order line item if it doesn’t yet have one.</li> <li>If someone updates an existing work type by selecting the Auto-Create Service Appointment option, service appointments aren’t created on work orders and work order line items that were already using the work type.</li> </ul> </div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Description</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The description of the work type. Try to add details about the task or tasks that this work type represents.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Document Template – Service Appointment</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The document template ID. If <samp class="parmname">ServiceDocumentTemplateId</samp> isn’t specified, this document template ID determines which service document template is used for service documents generated from a service appointment. The ID is 15 to 18 characters long. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Document Template – Work Order</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The document template ID. If <samp class="parmname">ServiceDocumentTemplateId</samp> isn’t specified, this document template ID determines which service document template is used for service documents generated from a work order. The ID is 15 to 18 characters long. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Document Template – Work Order Line Item</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The document template ID. If <samp class="parmname">ServiceDocumentTemplateId</samp> isn’t specified, this document template ID determines which service document template is used for service documents generated from a work order line item. The ID is 15 to 18 characters long. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Duration Type</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The unit of the Estimated Duration: Minutes or Hours.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Estimated Duration</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The estimated length of the work. The estimated duration is in minutes or hours based on the value selected in the Duration Type field.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Exact Appointments</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">If selected, service appointment time slots reflect the time needed for the work rather than a time window in which the work occurs. This setting is useful, for example, for work types such as office or showroom visits that have an exact start time. </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Minimum Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 "> <p>The minimum crew size allowed for a crew assigned to records using the work type.</p> <p>If you’re using the Field Service managed package, the Service Crew Resources Availability work rule enforces the minimum crew size requirement when scheduling and optimizing appointments. For example, if the Minimum Crew Size is set to 1, the rule ensures that appointments can be scheduled only to crews, not individual resources, unless the 'Assign Service Appointments to Individuals and Crews' checkbox is selected. </p> <p>If you’re not using the Field Service managed package, this field acts as a suggestion rather than a rule, and appointments can be scheduled for both individual resources and crews, regardless of the Minimum Crew Size. </p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> This field is hidden for all users by default. To use it, update its field-level security settings and add it to your work type page layouts.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Name</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 ">The name of the work type. Try to use a name that helps users quickly understand the type of work orders that can be created from the work type. For example, “Annual Refrigerator Maintenance” or “Valve Replacement.” </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Recommended Crew Size</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 "> <p>The recommended number of people on the service crew assigned to the record using this work type.</p> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> This field is hidden for all users by default. To use it, update its field-level security settings and add it to your work type page layouts.</div> </div> </div> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e70 ">Service Report Template</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d91799e73 "> <p>The service report template associated with the work type.</p> <p style="margin-bottom:0;">If you choose not to specify a service report template on a work order, it uses the service report template listed on its work type. If the work type doesn’t list a template or no work type is specified, the work order uses the default service report template. The same is true for work order line items.</p> </td> </tr> </tbody> </table> #### See Also - [Create Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_work_types.htm&release=264.0.0&type=5 "Chances are, your business performs the same tasks for multiple customers. Work types are templates that save you time and make it easier to standardize your field service work.") - [Guidelines for Creating Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_work_type_guidelines.htm&release=264.0.0&type=5 "Work types help you standardize your field service processes. Learn about inherited work type settings, required skills and products, auto-created service appointments, and attaching knowledge articles.") - [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_required_skills.htm&release=264.0.0&type=5 "Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.") <!-- document id=a6ff3b4247fc0f4c1702d960eed660c3e6d0c827b9326308acf3bb81bf6e7cca url=/admin/current/en-us/service/264-0-0/mfs_builder_configs.md --> # Work with a Configuration for the Field Service Mobile App After you create a custom configuration for the mobile app, you can easily change its style, function, or assignment. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d158601e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158601e80 ">For admins to create and manage email templates and content in a builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158601e80 ">Customize application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d158601e80 ">For mobile app users to customize using App Setup menu options:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d158601e80 ">Custom applications for Field Service mobile</td> </tr> </tbody> </table> ## Edit Your Custom Tabs Configuration Improve tabs to better suit your users’ needs. 1. From Setup, in the Quick Find box, enter Field Service Mobile App Builder, and then select **Field Service Mobile App Builder**. 2. In the App Configurations pane, click the dropdown next to the selected configuration, and then select **Edit App Configuration**. ![App configurations pane showing the Edit App Configuration selected from the dropdown](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_images_mber_edit_config.png) This action opens the mobile app builder user interface where you can rename, reorder, delete, and add tabs. ## Edit the App Name Change the app name to suit your needs or add clarity on its purpose. 1. From Setup, click the dropdown next to the selected configuration and select **Edit Basic Information**. 2. Edit the App Name field, and then click **Save**. You can't edit the API name. ## Assign Profiles to a Configuration Choose who sees the custom configuration in their Field Service mobile app based on user preferences and needs. 1. Assign profiles from within Setup or in the mobile app builder user interface. 1. From Setup, click the dropdown next to the selected configuration, and then select **Assign Profiles**. 2. Select the profiles that can view your app configuration. 3. If no conflicts exist, click **Assign**. 4. If conflicts exist, click **Next**. 5. Review the assignment changes you’re about to make. Take one of these actions. - Confirm that you want to override the current assignments and click **Override & Publish**. - To change the selected assignments, click **Cancel & Back**. - Assign profiles from the mobile app builder user interface. 2. In the App Configurations pane, click the app you want to open. 1. Click **Publish**. The Publish button is available when the configuration is in a draft state (if it has never been published or when changes occurred since the last publish date). 2. Select the profiles that can view your custom app configuration. 3. If no conflicts exist, click **Assign**. 4. If conflicts exist, click **Next**. 5. Review the assignment changes you’re about to make. Take one of these actions. - Confirm that you want to override the current assignments and click **Override & Publish**. - To change the selected assignments, click **Cancel & Back**. ## Clone a Configuration Make your work customizing configurations for multiple users go more quickly. 1. From Setup, click the dropdown next to the selected configuration, and then select **Clone**. 2. Edit the App Name field. 3. Edit the API Name field. 4. Click **Save**. ## Delete a Configuration Remove unneeded custom configurations. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A configuration can’t be reinstated and after it’s deleted assigned profiles can no longer view the configuration. 1. From Setup, click the dropdown next to the selected configuration, and then select **Delete**. 2. Confirm and then click **Delete**. <!-- document id=578e54aeac95f33f6c919729f8767ff51e2a85008e451a3ea01e64230521eedd url=/admin/current/en-us/service/264-0-0/console2_using.md --> # Work with a Salesforce Console in Salesforce Classic Get more done faster using a console’s enhanced interface to work with records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> Unlike standard Salesforce pages, all items you click in a console display as tabs. Along with the efficiency of tab-based navigation, a console helps you: - [Work with many records simultaneously](https://help.salesforce.com/s/articleView?id=service.console2_tabs.htm&release=264.0.0&type=5 "Any items you click on in a console display as tabs. Tabs let you see all the information you need on one screen without losing context.") - [View most recently used tabs and bookmarks](https://help.salesforce.com/s/articleView?id=service.console2_most_recent.htm&release=264.0.0&type=5 "If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or recently used in a console without having to search Salesforce.") - [Resize pinned lists to see more information](https://help.salesforce.com/s/articleView?id=service.console2_resizing_lists.htm&release=264.0.0&type=5 "If an administrator has turned on pinned lists and chosen where they display on screen, you can resize and minimize the lists.") - [Navigate more quickly using keyboard shortcuts](https://help.salesforce.com/s/articleView?id=service.console2_keyboard_shortcuts.htm&release=264.0.0&type=5 "Keyboard shortcuts let you quickly perform actions by pressing keys instead of having to use a mouse.") - [Work across multiple monitors](https://help.salesforce.com/s/articleView?id=service.console2_multi_monitor_using.htm&release=264.0.0&type=5 "Move portions of a console to different areas of your computer screens so that you can view data in ways that help you work best.") A console’s dashboard-like interface organizes related data all on one screen so that you can: - Search for records - [Jot notes on records using the interaction log](https://help.salesforce.com/s/articleView?id=service.console2_using_log.htm&release=264.0.0&type=5 "The interaction log helps you quickly add notes to records on a console’s primary tabs.") - [See when records you’re viewing have been edited by others](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications_view.htm&release=264.0.0&type=5 "Push notifications are visual indicators that appear when a record or field you’re viewing was changed by others.") - [Use a SoftPhone to make and receive calls](https://help.salesforce.com/s/articleView?id=service.console2_cti.htm&release=264.0.0&type=5 "A softphone in a console lets you view records related to phone calls, as well as receive, place, and transfer calls.") Additionally, with a Salesforce console for service, you can: - [Find Salesforce Knowledge articles to solve cases](https://help.salesforce.com/s/articleView?id=service.console2_find_articles.htm&release=264.0.0&type=5 "If Salesforce Knowledge and the Knowledge sidebar is set up by an administrator, articles automatically appear when you select a case in a console.") - [Chat with customers](https://help.salesforce.com/s/articleView?id=service.live_agent_support_agents_intro.htm&type=5&language=en_US) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note If your Salesforce admin adds [custom console components](https://help.salesforce.com/s/articleView?id=service.console2_components_overview.htm&release=264.0.0&type=5 "Create components to customize, extend, or integrate the Salesforce Console with other systems."), additional functionality is available for you in the sidebars and footers of a console. <!-- document id=0ca5621c59f97f8b3972551ba0acf32acd7cda9cffab642534d8b7f8b9f8923e url=/admin/current/en-us/service/264-0-0/fs_agentforce_supervisor_view_work_in_view.md --> # Work with Agentforce Scheduling Supervisor View for Field Service in the Legacy Agentforce Builder View real-time scheduling conversations to track scheduling requests and escalations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. 1. From the Classic Dispatch Console, click the **Agentforce Scheduling Supervisor View** icon ![Agentforce Scheduling Supervisor View Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_icon.png). Or, from the App Launcher, find and select **Agentforce Scheduling Supervisor View**. ![Agentforce Scheduling Supervisor View](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip Add the Agentforce Scheduling Supervisor View tab to your app’s navigation bar through the App Manager in Setup. 2. In the Live Conversations tab, track all active and pending conversations. In this tab, you can track scheduling requests and customer responses. Conversations that were initiated by internal users and are pending longer than the time defined by your Salesforce admin are moved to the Escalated Conversations tab. 3. In the Escalated Conversations tab, track all escalated conversations that require the intervention of a representative. In this tab, you can track conversations that were escalated for these reasons: - Customers asked to speak to a representative. - Agents couldn’t perform certain tasks. - Conversations that were initiated by internal users are pending longer than the time defined by your Salesforce admin. In these cases, you can step in and take over escalations. Omni-Channel also notifies you of any real-time escalations. 4. In the Completed Conversations tab, track all completed conversations. In this tab, you can track conversations that were completed by agents to make sure that tasks were completed effectively. You can track conversations that representatives completed after escalations and conversations that timed out after 24 hours of inactivity. You can also view the conversation history to follow up and troubleshoot any unresolved issues. 5. To filter the list of conversations by the user who initiated the conversation, select the relevant user from the Initiated By dropdown list. The user can be a customer or an internal user. 6. To see information related to the service appointment, service territory, account, or contact linked to each conversation, click the relevant record link. To see the conversation itself, click the relevant conversation link. ![Agentforce Scheduling Supervisor View Conversation Info](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_conversation_info.png) #### See Also - [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_intro.htm&language=en_US) - [Set Up Queues](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&language=en_US) <!-- document id=6c106b129ce0edde4b65ff37358481bd5f7035ecd9ab72312986e3293a6c2325 url=/admin/current/en-us/service/264-0-0/fs_agentforce_supervisor_view_work_in_view_studio.md --> # Work with Agentforce Scheduling Supervisor View for Field Service in the New Agentforce Builder View real-time scheduling conversations to track scheduling requests and escalations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Agentforce Scheduling Supervisor View is available only when the Field Service Managed Package is installed. 1. From the Dispatcher Console, click the **Agentforce Scheduling Supervisor View** icon ![Agentforce Scheduling Supervisor View Icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_icon.png). Or, from the App Launcher, find and select **Agentforce Scheduling Supervisor View**. ![Agentforce Scheduling Supervisor View](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view.png) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png) Tip Add the Agentforce Scheduling Supervisor View tab to your app’s navigation bar through the App Manager in Setup. 2. In the Live Conversations tab, track all active and pending conversations. In this tab, you can track scheduling requests and customer responses. Conversations that were initiated by internal users and are pending longer than the time defined by your Salesforce admin are moved to the Escalated Conversations tab. 3. In the Escalated Conversations tab, track all escalated conversations that require the intervention of a representative. In this tab, you can track conversations that were escalated for these reasons: - Customers asked to speak to a representative. - Agents couldn’t perform certain tasks. - Conversations that were initiated by internal users are pending longer than the time defined by your Salesforce admin. In these cases, you can step in and take over escalations. Omni-Channel also notifies you of any real-time escalations. 4. In the Completed Conversations tab, track all completed conversations. In this tab, you can track conversations that were completed by agents to make sure that tasks were completed effectively. You can track conversations that representatives completed after escalations and conversations that timed out after 24 hours of inactivity. You can also view the conversation history to follow up and troubleshoot any unresolved issues. 5. To filter the list of conversations by the user who initiated the conversation, select the relevant user from the Initiated By dropdown list. The user can be a customer or an internal user. 6. To see information related to the service appointment, service territory, account, or contact linked to each conversation, click the relevant record link. To see the conversation itself, click the relevant conversation link. ![Agentforce Scheduling Supervisor View Conversation Info](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_supervisor_view_conversation_info.png) Review these considerations. - The time zone of each conversation is based on the time zone of the service appointment’s service territory. - The view shows conversations based on the service territories loaded on the Gantt. If none were loaded, or if the view wasn’t opened directly from the Gantt, it shows conversations for all the service territories that you have access to. - The view shows conversations only from the last 72 hours. - Each tab shows up to 1,000 conversations. If there are more than 1,000 conversations, the tab counter shows the total number. For example, if you have 2,000 conversations, the view shows the 1,000 most recent ones, but the number at the top of the tab shows 2,000. - The Conversation column of the view shows the messaging session between the agent and the customer. If the conversation was escalated, you can continue the conversation through the messaging session. - The Conversation Status column of the view shows the messaging session’s status. This information shows only in the Live Conversations tab. - The Owner column of the view shows the name of the user responsible for handling the escalation or the name of the queue where escalated conversations are routed to by Omni-Channel. This information shows only in the Escalated Conversations tab. - The Appointment Status column of the view shows the service appointment’s status. The appointment status that you see is the most current one. It isn’t the status at the end of the conversation. This information shows only in the Completed Conversations tab. <!-- document id=fb7212c419df59ad5f3653c6c8fd8c1e1b3978841e7d4f616587d110d2b7a533 url=/admin/current/en-us/service/264-0-0/knowledge_article_manage.md --> # Work with Articles and Translations The Article Management tab is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d58077e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 ">To create, edit, or delete articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, Edit, or Delete on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 ">To publish or archive articles:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, Edit, and Delete on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 ">To submit articles for translation:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 "> <p>Manage Articles</p> <p>AND</p> <p style="margin-bottom:0;">Create, Read, and Edit on the article type</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 ">To submit articles for approval:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d58077e56 ">Permissions vary depending on the approval process settings</td> </tr> </tbody> </table> Support rep’s need the correct permissions on an article's article type and article actions to complete some tasks. For more information see, [Assign Article Actions to Public Groups](https://help.salesforce.com/s/articleView?id=service.knowledge_article_actions.htm&release=264.0.0&type=5 "Article actions let support reps participate in the article publishing process. By default, all article actions are assigned to users with the “Manage Articles” user permission. Support reps can complete an action as long as they have the correct article type permission. You can control article action access by assigning public groups to article actions and adding support reps the relevant public groups. To further restrict actions like publishing, you can create approval processes that allow support reps to publish only those articles that have specific validation statuses. For example, many contributors can write many articles but you can create an approval process so no articles are published until they are reviewed and validated by a qualified author."). To specify which articles appear in the list view, use these options in the sidebar: - In the View area, select Draft Articles, Published Articles, or Archived Articles. You can filter draft articles by those assigned to you or those assigned to anyone (all draft articles for your organization). - If applicable, click the Translations tab in the View area, and select Draft Translations or Published Translations. You can filter draft translations by those assigned to you, those assigned to a translation queue, or those assigned to anyone (all draft translations in your organization). - To refine the current view, first select an article language filter and then enter a keyword or phrase in the Find in View field. The Find in View field is inactivated for archived articles. - In the Filter area, choose a category from a drop-down menu to filter the current view. To modify which columns display, click **Columns**. These columns are available depending on what is selected in the view area: | Column | Description | View | | --- | --- | --- | | Action | Displays the actions available for the article or translation. | All articles and translations | | All User Ratings | Average ratings from users of your internal Salesforce organization, Customer Portal, partner portal, and your public knowledge base. | Published and archived articles and published translations | | Archived Date | Date the article was archived. | Archived articles | | Article Number | Unique number automatically assigned to the article. | All articles and translations | | Article Title | Click to view the article. | All articles | | Assigned to | The user who is assigned work on the article. | Draft articles and translations | | Assignment Details | Instructions for the assignment. | Draft articles and translations | | Assignment Due Date | Date to complete work on the article. If the date has passed, it displays in red. | Draft articles and translations | | Created Date | Date the article was written. | Draft articles and translations | | Customer Ratings | Average ratings from users on the Customer Portal and the public knowledge base. | Published and archived articles and published translations | | Language | The language an article is translated into. | Draft and published translations | | Last Action | The date and type of the last action taken on a translation. | Draft and published translations | | Last Modified by | Last person to update the article. | Draft articles and translations | | Last Modified Date | Last date the article was edited. | All articles and translations | | Most Viewed by all Users | Average views from users of your internal Salesforce organization, Customer Portal, partner portal, and your public knowledge base. | Published and archived articles and published translations | | Most Viewed by Customers | Average views from users on the Customer Portal and the public knowledge base. | Published and archived articles and published translations | | Most Viewed by Partners | Average views from users on the partner portal and the public knowledge base. | Published and archived articles and published translations | | Partner Ratings | Average ratings from users of your partner portal and public knowledge base. | Published and archived articles and published translations | | Published Date | Date the article was published. | Published articles and translations | | Source Article | The original article before translation. Click the article title to view the article. | Draft and published translations | | Translated Article | The title of the translated article. Click the translation title to edit the translation. | Draft and published translations | | Translation Status | Status in the translation cycle. Hover over the icon to view the status for each translation. If a translation has been published, there are separate tabs for draft and published translations. | Articles submitted for translation | | Type | The article's type, such as FAQ or Product Description, that determines what information the article contains. | All articles | | Validation Status | Shows whether the content of the article has been validated. | All articles and translations, when enabled | | Version | The article’s version. Hover over the version number to view details about other versions of the article. | All articles | On the Article Management tab, you can: - Find an article or translation by entering a search term or using the category drop-down menu. - Create an article by clicking **New**. - Publish an article or translation by selecting it and clicking [**Publish...**](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well."). If you have the “Publish Articles” article action and an approval process is set up for an article, you see both **Publish...** and **Submit for Approval** buttons. - Modify an article or translation by clicking **Edit** next to it. - See how an article or translation appears for end users by clicking **Preview** next to it. From the Channel drop-down menu you can choose any channel where an article is visible except the public knowledge base. Voting and Chatter information isn't available when previewing a Knowledge article. - See a list of an article’s or translation’s other versions by clicking its version number. - Change the owner of an article or translation by selecting it and clicking **Assign...**. All draft articles must have an assignee. - Send an article or translation to the Recycle Bin by selecting it and clicking **Delete**. - Archive a published article or translation by selecting it and clicking [**Archive...**](https://help.salesforce.com/s/articleView?id=service.knowledge_article_archive.htm&release=264.0.0&type=5 "Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels."). - Submit articles for translation by selecting them and clicking **Submit for Translation**. You can set dues dates for each language and assign it to another support rep or a queue for export to a translation vendor. - Go directly to the Setup pages for exporting and importing articles for translation with **Export Articles for Translation** and **Import Article Translations** in the Related Links area. - **[Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5)** You can create or edit an article from the Knowledge tab or Article Management tab. - **[Clone a Knowledge Article](https://help.salesforce.com/s/articleView?id=service.knowledge_article_clone.htm&release=264.0.0&type=5)** Create a new article from an existing one, and copy the fields and attached files you select. - **[Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5)** Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well. - **[Set Up AI Knowledge Translations](https://help.salesforce.com/s/articleView?id=service.service_set_up_ai_knowledge_translations.htm&release=264.0.0&type=5)** AI Knowledge Translations enables customers to scale their business faster by localizing their knowledge base natively in Salesforce. AI Knowledge Translations helps you deliver faster service by using AI to translate your existing knowledge instead of service reps or translation vendors. - **[Translate a Knowledge Article](https://help.salesforce.com/s/articleView?id=service.service_translating_a_knowledge_article.htm&release=264.0.0&type=5)** Translate a knowledge article into one or more languages with AI Knowledge Translation. - **[AI Knowledge Translations Limitations and Considerations](https://help.salesforce.com/s/articleView?id=service.service_ai_knowledge_translations_limitations_and_considerations.htm&release=264.0.0&type=5)** Understand the considerations and limitations of the AI Knowledge Translation feature. - **[Translate Articles in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation_lex.htm&release=264.0.0&type=5)** If your organization supports a multilingual knowledge base, give support reps and authors access to translated articles. Add authoring actions to user profiles so your support reps can access primary language versions and translation drafts. - **[Translate Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation.htm&release=264.0.0&type=5)** If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page. - **[Archive Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_archive.htm&release=264.0.0&type=5)** Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels. - **[Delete Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_delete.htm&release=264.0.0&type=5)** You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations. - **[Compare Versions of an Article](https://help.salesforce.com/s/articleView?id=service.knowledge_compare_versions.htm&release=264.0.0&type=5)** View what's changed between two versions of an article. Content that is added, deleted, or changed is highlighted side by side in the Article Version Comparison component. #### See Also - [Search Articles and External Sources on the Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_tab_search.htm&release=264.0.0&type=5 "Use a single search to find all your resources at once.") - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&release=264.0.0&type=5 "You can create or edit an article from the Knowledge tab or Article Management tab.") - [Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&release=264.0.0&type=5 "Publishing articles and translations makes them visible in all channels selected. If you publish an article that has translations, all translations of the article are published as well.") - [Translate Articles in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation.htm&release=264.0.0&type=5 "If your organization translates Classic Knowledge articles internally, you can enter the translation from the translation detail page.") - [Archive Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_archive.htm&release=264.0.0&type=5 "Archiving removes published articles and translations that are obsolete so they no longer display to support reps and customers on your organization's Salesforce Knowledge channels.") - [Salesforce Knowledge Article Versions](https://help.salesforce.com/s/articleView?id=service.knowledge_article_versions.htm&release=264.0.0&type=5 "Article versions allow you to save an older version of a published article and then see which version of the article is associated with a case. To save the previous version, select the Flag as new version checkbox when publishing a new version. The previously published version is saved and the new version is published with the next sequential version number as an identifier.") - [Delete Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_delete.htm&release=264.0.0&type=5 "You can delete articles and translations on the Article Management tab or the detail page of the article or translation. Deleting permanently removes articles from the knowledge base. You can delete draft articles, draft translations of articles, or archived articles, but not published articles or translations.") - [Articles or Knowledge Tab](https://help.salesforce.com/s/articleView?id=service.knowledge_articles.htm&release=264.0.0&type=5 "Find out which Salesforce Knowledge tab you are using and what you can do on each.") - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") - [Reuse Content Across Articles with Knowledge Blocks](https://help.salesforce.com/s/articleView?id=service.knowledge_blocks_about.htm&release=264.0.0&type=5 "Knowledge Blocks are modular pieces of content like a legal disclaimer, company address, or a set of standard steps that you author once and insert into multiple Knowledge articles. Publishing an update to a block can automatically update every article that uses it, so shared content stays consistent without manual edits to each article. Blocks are most valuable when the same verified content must appear in several articles and stay in sync across all of them.") <!-- document id=2eb26213df1d2dd5522ea4b481a414776d0daf214106302d7a725b517a03963a url=/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_work_with_chng_rqsts.md --> # Work with Change Requests for IT Services Work with change requests to streamline the implementation of service improvements. You can create change requests, associate change requests to other records, and even view the change requests on a centralized calendar. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d113933e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to an Incident:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Change Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to a Problem:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Problem Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To associate a Change Request to a Release:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Incident and Release Associator</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">To resolve an association:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d113933e74 ">IT Service Change Request Associations Resolver</td> </tr> </tbody> </table> ## Create Change Requests Change managers and change fulfillers can create change requests in the Agentic IT Service Desk console to capture the IT changes required. 1. From App Launcher, search for and select **Change Requests**. 2. From the Change Requests list view page, click **New**. Enter **Subject**, **Status**, **Priority**, **Risk Level**, **Impact**, **Urgency**, and **Type**. These are the mandatory fields, you can fill out the rest of the fields after you have created the change request. 3. Save your changes. 4. You can also create a change request from an incident or a problem record. ## Associate Change Requests Associating a change request with incidents, problems, and releases is a best practice that enhances traceability, accountability, and service quality. 1. To associate a change request to another record: 1. On the Details tab of a Change Request record click **Associate** or go to the **Associations** tab and click **Add**. 2. Select the **Record Type** and **Relationship Type**. 3. Select all the records that you would like to associate to the current record. You can associate a single record or multiple records in the same interaction. 4. Save your changes. 2. To remove existing associations: 1. From a Change Request record, go to the Associations tab, click **Remove**. 2. Choose the Record Type and select the records you want to remove and then click **Remove**. Removing Associations does not lead to deletion of associated records. 3. To close multiple associations: 1. From a Change Request record, go to the Associations tab, choose the **Record Type**. 2. Select the records that you want to resolve, and click **Resolve**. ## Associate Affected and Impacted CIs with Change Requests Add configuration items to a change request so you can see which items are directly involved and which depend on them. To associate configuration items with a change request, follow the steps in [Associate Affected and Impacted CIs with IT Service Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption."). ## Associate Cases with Change Requests Associate cases with a change request to give fulfillers more context while they plan and implement the change. Your admin must add the **Cases** related list to the change request page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open a change request record, and then click the **Related** tab. 2. In the **Cases** related list, click **Add**. 3. Search for a case by name or number, select the case, and then click **Save**. 4. To remove an association, select the case, click **Remove**, and then confirm the removal. Only the association is removed. The case record isn't deleted. ## Associate Service Requests with Change Requests Associate service requests with a change request to give fulfillers more context while they plan and implement the change. Your admin must add the **Service Requests** related list to the change request page layout. For the steps to add a related list, see [Customize Related Lists](https://help.salesforce.com/s/articleView?id=platform.customizing_related_lists.htm&type=5&language=en_US). 1. Open a change request record, and then click the **Related** tab. 2. In the **Service Requests** related list, click **Add**. 3. Search for and select a service request. 4. For **Relationship Type**, select a value, such as **Linked to Service Request**. 5. Click **Save**. 6. To remove an association, select the service request, click **Remove**, and then confirm the removal. Only the association is removed. The service request record isn't deleted. ## View and Filter Change Requests on IT Service Calendar Each change request is represented as an event in the IT Service Calendar if the scheduled start and end date is populated. The calendar helps IT Service team view the change schedule on a calendar and avoid conflict decisions. To view and filter change requests on the IT Service Calendar, see [IT Service Calendar](https://help.salesforce.com/s/articleView?id=service.it_srvcs_calendar.htm&release=264.0.0&type=5 "Manage IT change requests, releases, business moratoriums, maintenance windows, and holidays in a single, color-coded calendar. The IT Service Calendar automatically creates events for new change requests and releases to help teams plan efficiently and avoid scheduling conflicts.") ## Resolve and Close Change Requests After you've successfully completed the change, you can resolve and close the change request. Closing a change request is an important part of the process, as it helps maintain accurate records, track completion, and analyze the effectiveness of the change. 1. From an existing Change Request record page, click **Close Change Request**. 2. Enter the **Close Code** and a **Close Summary**. 3. Save your changes. When the status of a change request changes to Closed, Salesforce automatically populates the Closed Date field. <!-- document id=a42d512263ecda99edd078130c640cec877d8f93839e16e053d4cb22ba98aadb url=/admin/current/en-us/service/264-0-0/service_contracts_line_items_overview.md --> # Work with Contract Line Items Contract line items are those products covered by a service contract, not by a general contract. You can only use contract line items if you use products in Salesforce. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> A service contract’s line items are listed in the Contract Line Items related list. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Community users can access Contract Line Items wherever they access Service Contract. Schedules aren’t available for contract line items. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example You can create a service contract that covers products X, Y, and Z, and then create entitlements on the service contract that are assigned to contacts on an account. When one of the contacts calls support, the support rep checks whether the entitlement associated with the service contract is active. If it’s active, the support rep can support any of the line item products that are covered by the service contract. - **[Guidelines for Working with Contract Line Items](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_creating.htm&release=264.0.0&type=5)** Contract line items are products covered by a service contract. Learn how to perform basic actions on contract line items. - **[Contract Line Item Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_line_item_fields.htm&release=264.0.0&type=5)** Contract line items have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. <!-- document id=0fa0f1a0d140a55345aa0017bb09f2ff39ce23982ebb6517a6d2f523dbcb89f1 url=/admin/current/en-us/service/264-0-0/it_srvcs_work_with_controls.md --> # Work with Controls for IT Compliance Author compliance controls, build validation procedures, and run compliance tests by using Process Compliance Navigator. IT Compliance shares the Controls Management capability with Process Compliance Navigator, so your compliance team uses the same authoring experience to define controls that enforce ISO 27001 and other compliance frameworks across your IT processes. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d118374e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118374e74 ">To author compliance controls and validation procedures:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118374e74 ">Compliance Admin permission set</td> </tr> </tbody> </table> The Controls Management features that IT Compliance uses live in the Process Compliance Navigator app. From there, compliance officers create and version compliance controls, group controls into validation procedures, configure context definitions and expression sets, test control operating effectiveness, and map controls to the business operations processes and assets they cover. IT Compliance teams use these same features to govern IT Service records such as incidents, change requests, and service requests. Use the topics in the Process Compliance Navigator help to complete each task. 1. Create and version compliance controls to enforce your regulatory and policy requirements. See [Compliance Control](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_validation_control.htm&type=5&language=en_US) and [Validation Compliance Controls](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_validation_control_overview.htm&type=5&language=en_US) in the Process Compliance Navigator help. 2. Group compliance controls into a validation procedure so that the procedure runs every time a business process invokes it. Use validation procedures to enforce compliance checks on IT Service records, such as making sure that an incident's root cause analysis meets compliance requirements before closure. See [Validation Procedure](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_validation_procedure_overview.htm&type=5&language=en_US) in the Process Compliance Navigator help. 3. Evaluate the operating effectiveness of your compliance controls and capture verifiable evidence during the execution of a test. Use compliance test executions to give regulators and auditors confidence that your controls work as intended. See [Compliance Testing](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_compliance_test_overview.htm&type=5&language=en_US) in the Process Compliance Navigator help. 4. For controls that don't run automated validations, such as manual reviews or external processes, log compliance evidence through the Compliance Logging API. See [Non-Validation Compliance Controls](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_nonvalidation_controls_overview.htm&type=5&language=en_US) in the Process Compliance Navigator help. 5. Link a compliance control version to the business operations processes it protects so that process owners can see which safeguards apply to their workflows. See [Map a Compliance Control to a Business Operations Process](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_controls_business_operations_process.htm&type=5&language=en_US) in the Process Compliance Navigator help. 6. Link a compliance control version to the assets it protects so that asset owners can see which controls cover their systems. See [Map a Compliance Control Version to an Asset](https://help.salesforce.com/s/articleView?id=ind.business_compliance_suite_asset_controls.htm&type=5&language=en_US) in the Process Compliance Navigator help. <!-- document id=19976504421b10d9305de554e805f17eefe081d8ec9e450ee2750f2c0b73bfe9 url=/admin/current/en-us/service/264-0-0/category_whatis.md --> # Work with Data Categories Data categories are used in Salesforce Knowledge (articles and article translations), Ideas, Answers, and Chatter Answers to help classify and find articles, questions, or ideas. You can use data categories to control access to a particular set of articles, questions or ideas. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Since the Summer '20 release, standard Salesforce sharing for Lightning Knowledge is available. Switching to standard sharing changes how you work with data categories and how users can access Knowledge articles. See [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&type=5&language=en_US) for more about sharing for Lightning Knowledge. The default maximum number of data categories is 100. If you require more than the allocated default maximum, you can ask Salesforce Support to increase the data category limits for the number of (active) data category groups, and the number of data categories within a group. Salesforce Knowledge uses data categories to classify articles and make them easier to find. For example, to classify articles by sales regions and products, create two category groups: Sales Regions and Products. The Sales Regions category group could consist of a geographical hierarchy, such as All Sales Regions as the top level and North America, Europe, and Asia at the second level. The Products group could have All Products as the top level and Phones, Computers, and Printers at the second. | Data Category Limits | Details | | --- | --- | | Maximum number of data category groups and active data category groups | 5 category groups, with 3 active at a time | | Maximum number of categories per data category group | 100 categories in a data category group | | Maximum number of levels in data category group hierarchy | 5 levels in a data category group hierarchy | | Maximum number of data categories from a data category group assigned to an article | 8 data categories from a data category group assigned to an article | | Data category assignments for translated articles | Data categories can be added only to the primary article. Data categories for translations are inherited from the primary article and can’t be added. | In an answers zone, data categories help organize questions for easy browsing. Each answers zone supports one category group. For example, if you're a computer manufacturer you might create a Products category group that has four sibling categories: Performance Laptops, Portable Laptops, Gaming Desktops, and Enterprise Desktops. On the Answers tab, zone members can assign one of the four categories to each question and then browse these categories for answers to specific questions. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_example.png) Example Logical Classification of Articles As a knowledge base administrator, you can organize your knowledge base articles into a logical hierarchy and tag articles with the attributes that are significant to your business. Easy Access to Questions As an answers administrator, you can choose which data categories are visible on the Answers tab. Zone members can tag a question with a category, which makes finding questions and answers easier for other members. Control of Article and Question Visibility As a knowledge base or answers community administrator, you can centrally control the visibility articles or questions by mapping roles, permission sets, or profiles to categories in the category groups. When an article or question is categorized, users with visibility can automatically see it. Article Filtering As a support rep, when articles are classified into logical categories, you can quickly and easily locate the article you need by filtering your organization's knowledge base. To ensure you see all relevant articles, filtering by category has expansive results that include a category's upward and downward relatives in the category hierarchy. For example, if your category hierarchy for products has the levels All Products > Computers > Laptops > Gaming Laptops and you are helping a customer with a laptop problem, filtering by Laptops returns articles classified with Laptops as well as articles classified with Computers, All Products, or Gaming Laptops. Effectively, you are made aware of useful related articles like a free shipping offer for all products or an upgrade offer for gaming laptops. (To prevent irrelevant results, category filtering doesn't return nonlineal relatives like siblings and cousins. Articles about Desktops, a sibling of Laptops, would not display.) Article and Question Navigation As an end user, you can navigate the categories on the Articles tab or Answers tab to find the information you need to solve your problem. Managing Category Groups for Articles and Questions If your organization has Salesforce Knowledge and an answers community, you can create separate category groups or use the same category group for articles and questions. Data Categories in Articles A category group is the container for a set of categories. In Salesforce Knowledge it corresponds to the name of the category drop-down menus. For example, if you use the Data Categories page in Setup, (enter Data Category in the Quick Find box, then select **Data Category Setup**) to create and activate a category group called Products, a Products menu displays on the Article Management tab, the article edit page, the Articles tab in all channels, and the public knowledge base. As an illustration, the figure below shows a knowledge base administrator's view of an article about laptop deals; using the article edit page, the administrator has classified the article with Laptops in the Products category group, and USA in the Geography category group. **An Article About Laptop Deals on the Article Management Tab** ![An article classified with the Laptops and USA categories on the Article Management tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categories_classify.png) The next figure now illustrates a service rep finding that same article published on the Articles tab; the servoce rep has selected Laptops and USA respectively in the Products and Geography drop-down menus to retrieve an article that is classified with both Laptops and USA. **An Article About Laptop Deals on the Articles Tab** ![An article classified with the Laptops and USA categories on the Articles tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/knowledge/knowledge_categories_filtering.png) When you add categories to a category group, you build a hierarchy that can contain up to five levels of depth and up to 100 categories total. Each category can have one parent, many siblings, and many children. A robust and well-organized category hierarchy helps users find the articles that are relevant to them quickly and easily. By default, all Salesforce Knowledge users have access to all categories; however, you can restrict category visibility by role, permission set, or profile. Data Category Implementation Tips Consider the following information when planning and implementing data categories for your organization: - You can create up to three category groups with a maximum of five hierarchy levels in each group. Each category group can contain a total of 100 categories. - If you want to use data categories with Answers, after creating your category group you must assign it from Setup by entering Data Category Assignments in the Quick Find box, then selecting **Data Category Assignments** under Answers. You can only assign one category group to an answers community. Salesforce Knowledge supports multiple category groups. - Category groups are hidden from users until they are activated. Do not activate a category group until you have finished defining its categories and their access settings, including their visibility. - When assigning categories to articles, you can choose up to eight categories in a category group. - If an article has no categories, it displays only when you choose the No Filter option in the category drop-down menu. - When searching for articles or article translations, selecting a category automatically includes the parent and children of that category and any grandparents, up to and including the top level. Sibling categories are not included. For example, if a category hierarchy has the levels All Products, Switches, Optical Networks, and Metro Core, selecting “Optical Networks” from the category drop-down menu returns articles assigned to any of the four categories. However, if the Switches category has a sibling category called Routers, selecting “Optical Networks” does not return articles classified within Routers. Category visibility settings may limit the specific articles you can find. - Once visibility settings have been chosen for the categories: - Users who are not assigned visibility can only see uncategorized articles and questions unless default category visibility has been set up. - For role-based visibility, Customer Portal users and partner portal users inherit the category group visibility settings assigned to their account managers by default. You can change the category group visibility settings for each portal role. - If you only have access to one category in a category group, the category drop-down menu for that category group does not display on the Articles tab. - You can translate the labels of categories and category groups using the Translation Workbench. Best Practices for Data Categories Consider the following tips when using data categories: - To quickly manage data categories, use keyboard shortcuts. - After creating or updating categories, set up category group visibility rules. - Save your changes frequently. The more actions you perform before clicking Save, the longer it takes to save. - **[Keyboard Shortcuts for Data Categories](https://help.salesforce.com/s/articleView?id=service.category_shortcut.htm&release=264.0.0&type=5)** Use keyboard shortcuts to work quickly with data categories. - **[Create and Modify Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_create.htm&release=264.0.0&type=5)** Category groups are used by Salesforce Knowledge (articles), answers (questions), or ideas. In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories. - **[Delete and Undelete Category Groups](https://help.salesforce.com/s/articleView?id=service.categorygroup_delete.htm&release=264.0.0&type=5)** Deleting a category group deletes all of its categories and removes all associations between the categories and articles or questions. Read this entire topic carefully to understand the consequences of deleting category groups. - **[Add Data Categories to Category Groups](https://help.salesforce.com/s/articleView?id=service.category_create.htm&release=264.0.0&type=5)** Once you have category groups, you can add data categories to help support reps classify and find articles, questions, or ideas. - **[Modify and Arrange Data Categories](https://help.salesforce.com/s/articleView?id=service.category_modify.htm&release=264.0.0&type=5)** Modifying and arranging categories can result in long processing times, changes to the visibility and categorization of articles, and other significant consequences. Read this entire topic carefully before modifying categories. - **[Delete a Data Category](https://help.salesforce.com/s/articleView?id=service.category_delete.htm&release=264.0.0&type=5)** Deleting data categories can result in long processing times, changes to the visibility and categorization of articles and questions, and other significant consequences. Read this entire topic carefully before deleting categories. - **[Activate Data Categories on Your LWR Site](https://help.salesforce.com/s/articleView?id=service.categories_activate_data_categories.htm&release=264.0.0&type=5)** Data categories are an organizational structure for your internal knowledge and catalog items, which helps you classify, discover, and show the most relevant article, question, or idea to your users. - **[Add the Network Data Category Object Page (Beta)](https://help.salesforce.com/s/articleView?id=service.categories_add_network_data_category_object_page.htm&release=264.0.0&type=5)** Quickly add the Network Data Category object page to your LWR site. - **[Manage Data Categories on Your LWR Site](https://help.salesforce.com/s/articleView?id=service.categories_manage_data_categories.htm&release=264.0.0&type=5)** After your data categories are activated on your LWR site, you can customize how they appear to site visitors. #### See Also - [Sharing Considerations for Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_sharing_considerations.htm&release=264.0.0&type=5 "Sharing gives you control and flexibility to set access to articles with organization-wide defaults, owner-based sharing, and criteria-based rules. Sharing is just one piece of the puzzle. It works with object permissions, app permission such as viewing draft articles, administrator access, and whether the article is available internally, externally, or publicly. Keep these considerations in mind when you plan your sharing model.") <!-- document id=661b563bebe4d01047c35ab4d54dc005eef829e9d4edfcb2e2ffbe9865321613 url=/admin/current/en-us/service/264-0-0/bots_service_dialog_groups.md --> # Work with Dialog Groups Manage your bot’s dialogs with dialog groups. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d13328e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d13328e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d13328e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> </tbody> </table> Organize related dialogs into dialog groups. Expand and collapse dialog groups to view only the dialogs you need. Drag dialogs to different groups if you reorganize groups. 1. From the Bot Builder menu, click **Dialogs**. ![Dialogs option in Bot Builder menu](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_builder_menu_dialog.png) 2. Do either of the following tasks: 1. To add a group, in the Dialogs panel, click **New Group**. ![New dialog group](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_group_new.png) Give the dialog group a name and API name and then save the new group. Drag existing dialogs into or out of this group. You can assign new dialogs to this group when you create them. 1. To delete a group, right-click the group and click **Ungroup**. ![Ungroup dialogs](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_dialog_group_ungroup.png) The dialog group is removed and any dialogs that were in the group become ungrouped dialogs in the Dialogs panel. Drag them to other dialog groups as needed. <!-- document id=16e2407ede8c428b39a308af5bca8a63c09bfc3e3414af2aaeb2388d43424954 url=/admin/current/en-us/service/264-0-0/case_interaction_draft_emails.md --> # Work with Draft Emails in the Salesforce Classic Case Feed With draft emails, support reps can save messages they write to customers without having to send them immediately, and administrators can create approval processes for email messages. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Drafts are only supported if your administrator has enabled them. As a support rep, you can save a message as a draft while you gather additional information about the issue you're solving, confirm troubleshooting steps with a colleague, or take a break and log out of Salesforce. To save an email as a draft, click **Save** under the text box when you're writing an email. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Drafts aren't auto-saved. Each case can have only one draft email associated with it, so if you're working on a case with a draft you or someone else has saved, you aren’t able to write another email until that draft is sent or discarded. When you view a case with a draft associated with it, you see a notification with the name of the user who wrote the draft and a link to view it. Any support rep or supervisor with access to a case can edit the draft email, unless it's awaiting approval. If your company uses approval processes for email messages, when you submit a message, it's sent to a supervisor for review. (Depending on how your administrator has set up approval processes, you can have the option of submitting the message for review or sending it without review.) When a supervisor approves the message, it's sent to the customer. If your email isn't approved, a message with an explanation appears at the top of the publisher when you click **Email** while viewing the case. You can edit the message and resubmit it. #### See Also - [Review and Approve Email Drafts in the Salesforce Classic Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_approving_drafts.htm&release=264.0.0&type=5 "Depending on how your administrator has set up draft emails and approval processes for your organization, you need to review and approve messages written by the support reps you oversee before those messages are sent to customers.") <!-- document id=44ca03aea1d1dd2fd606ecfe789df7657c9f51462af3bac9aadfc8bad8c4f749 url=/admin/current/en-us/service/264-0-0/sp_component_usage_dp.md --> # Work with Dynamic Plans in Service Assistant Learn how service reps work with dynamic service plans for case, messaging, and voice. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="sp_component_usage_dp__image_scz_pgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="sp_component_usage_dp__image_scz_pgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> This article applies to: </td> <td class="slds-cell-wrap" style="vertical-align:top;">Service Assistant for Case. Messaging, and Voice </td> </tr> </tbody> </table> - [How Dynamic Plans Work](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Eligibility Check](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Agent Assignment and Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Plan Initiation and Start](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Work a Plan](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [End a Plan](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) - [Translation](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) ## How Dynamic Plans Work A dynamic plan is a real-time, conversational workflow that guides a service rep through resolving a case, messaging session, or voice call one step at a time. For each step, Service Assistant runs a new search of your grounding sources against the record data, so each step reflects the current context of the record. Reps don’t draft, redraft, or sync a dynamic plan. The plan adapts on its own. Service Assistant monitors the record throughout its lifecycle. From the moment a rep opens a record to the moment it closes, every dynamic plan follows the same sequence. - **Eligibility check**. Service Assistant checks that the record meets your eligibility criteria. See [Eligibility Check](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). - **Agent and subagent assignment**. Service Assistant assigns an agent to the record, and the agent identifies the issue and assigns the matching subagent. See [Agent Assignment and Record Processing](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). - **Plan initiation and start**. Service Assistant prepares the plan and then starts it. See [Plan Initiation and Start](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). - **Working the plan**. The rep works the plan step by step, and Service Assistant surfaces knowledge and actions and tells the rep what to do next. Reps can use the agent chat to ask questions, look up knowledge, run actions on demand, and ask for summaries. See [Work a Plan](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) and [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). - **Plan end**. The plan ends when the case closes or the session or call ends. Service Assistant and the chat box stay active for about 24 hours so reps can complete wrap-up tasks, and the feed history stays visible. See [End a Plan](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). From the moment a rep opens an eligible record until the plan summary or first step shows, Service Assistant is processing the record. During this time, case shows the status indicator “Service Assistant is working on it…". Messaging and voice don’t show a status indicator, so the component stays static until the plan summary (messaging) or first step (voice) shows. For exceptions, see [Status Indicators](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). The sequence is the same across record types, but what happens in each phase differs. This table compares the phases by record type. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:21.097046413502106%"> <col style="width:26.371308016877638%"> <col style="width:26.371308016877638%"> <col style="width:26.160337552742615%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e205">Service Plan Phase</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e208">Case</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e211">Messaging</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e214">Voice</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Record Processing and Subagent Assignment</td> <td data-label="Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e208 "> <p>Service Assistant starts processing the case when the rep opens a record that meets your eligibility criteria.</p> <p style="margin-bottom:0;">Service Assistant matches a subagent to the record using the Subject and Description fields.</p> </td> <td data-label="Messaging" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e211 "> <p>Service Assistant starts monitoring the conversation when the session meets your eligibility criteria and the rep accepts it.</p> <p style="margin-bottom:0;">When the transcript indicates a clear issue, Service Assistant assigns a subagent to the record.</p> </td> <td data-label="Voice" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e214 "> <p>Service Assistant starts monitoring the call when the call meets your eligibility criteria and the rep accepts it.</p> <p style="margin-bottom:0;">When the transcript shows a clear issue, Service Assistant assigns a subagent to the record.</p> </td> </tr> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Plan Summary</td> <td data-label="Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e208 "> <p>Service Assistant generates a plan summary.</p> <p style="margin-bottom:0;">A status indicator shows while it generates: "Service Assistant is working on it…"</p> </td> <td data-label="Messaging" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e211 "> <p>Service Assistant generates a plan summary after the transcript shows a clear issue.</p> <p style="margin-bottom:0;">No status indicator shows while it generates.</p> </td> <td data-label="Voice" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e214 "> <p>Service Assistant doesn’t generate a plan summary.</p> <p style="margin-bottom:0;">No status indicator shows while it generates the first step.</p> </td> </tr> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Plan Start</td> <td data-label="Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e208 ">The rep clicks <strong class="uicontrol">Start Plan</strong>.</td> <td data-label="Messaging" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e211 "> <p>The rep clicks <strong class="uicontrol">Start Plan</strong>.</p> <p style="margin-bottom:0;">If Start Plans Automatically is turned on, the plan starts automatically and the first step shows without a <strong class="uicontrol">Start Plan</strong> button.</p> </td> <td data-label="Voice" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e214 ">The plan starts automatically. Reps don’t see a <strong class="uicontrol">Start Plan</strong> button. The first step shows when Service Assistant identifies an issue in the call transcript.</td> </tr> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Step Regeneration</td> <td data-label="Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e208 "> <p style="margin-bottom:0;">Service Assistant regenerates the current step when a new case email arrives, a grounding field changes, or someone adds or edits a comment.</p> </td> <td data-label="Messaging" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e211 ">Service Assistant regenerates the current step each time a new message arrives.</td> <td data-label="Voice" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e214 ">Service Assistant regenerates the current step each time a new transcript segment arrives.</td> </tr> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Status Indicator</td> <td data-label="Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e208 "> <p>"Service Assistant is working on it…" shows when a rep opens an eligible case, clicks <strong class="uicontrol">Start Plan</strong>, completes a step, confirms an action, or enters a request in the agent chat. </p> <p style="margin-bottom:0;">It doesn’t show when a step is regenerated. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5">Status Indicators</a>.</p> </td> <td data-label="Messaging" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e211 ">No status indicator shows while Service Assistant generates the plan summary.</td> <td data-label="Voice" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e214 ">No status indicator shows while Service Assistant generates the first step.</td> </tr> <tr class=""> <td data-label="Service Plan Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e205 ">Plan End</td> <td data-label="Case" class="slds-cell-wrap" colspan="3" style="vertical-align:top;" headers="d56770e208 d56770e211 d56770e214 "> <p>The case closes or the messaging session or voice call ends.</p> <p>Service Assistant and the chat box stay active for about 24 hours so reps can complete wrap-up tasks, such as creating a summary of the record, service plan, and resolution.</p> <p style="margin-bottom:0;">The details are saved to the component feed, and the history stays visible, even after Service Assistant and the chat box are deactivated.</p> </td> </tr> </tbody> </table> ## Eligibility Check Service Assistant activates and generates a service plan only for records that meet the eligibility criteria. The eligibility check runs automatically when the service rep: - Opens the case record page. - Accepts a messaging session and the record page opens. - Accepts a voice call and the record page opens. When a record is eligible, Service Assistant continues to process the record and starts plan initiation. For what reps see while Service Assistant processes the record, see [How Dynamic Plans Work](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). If the record isn’t eligible, the component shows one of these error messages. - A service plan isn’t available because the eligibility requirements aren’t met. Ask your Salesforce admin for details. - This case isn’t eligible for a service plan yet. To create service plans, try a different case or ask your Salesforce admin to update the eligibility criteria. - To create service plans, try a different record or ask your Salesforce admin to update the eligibility criteria. If a rep sees "Looks like you don’t have access. Ask your Salesforce admin for help.", the rep is missing a required permission. For messaging and voice, the rep also needs direct access to the eligibility flow. For troubleshooting steps, see [Eligibility Criteria Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5) and [General Service Plan Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5). For all records, a service rep must own the record. Service Assistant doesn’t generate a plan for a record owned by a bot user or queue. No error message shows for this scenario. Service Assistant doesn’t activate, no status indicator shows, and the component remains static. ## Agent Assignment and Record Processing After the record passes the eligibility check, Service Assistant assigns an agent to the record. The agent then assigns a subagent. Agent assignment and record processing happen at the same time. As soon as the agent is assigned, it reads the record details, finds the matching subagent, and starts generating the plan. If Service Assistant can’t assign an agent, reps see "An agent wasn’t assigned to the record. Ask your Salesforce admin to check the agent assignment flow and make sure all agents are activated." and the plan doesn’t start. The cause can be an agent assignment flow error or timeout, an invalid or inactive agent API name, or no matching agent with no default agent set. See [Agent Record Assignment Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5). The subagent determines the guidance, instructions, and actions Service Assistant uses for the plan. For case and messaging, the subagent name shows at the top of the plan summary. ![The plan summary with the subagent name at the top.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_summary_subagent.png) **How Service Assistant Matches a Subagent** - **Case**: Service Assistant matches a subagent using only the Subject and Description fields. The other fields and objects set in your Service AI Grounding configuration ground the plan, but they don’t affect which subagent is matched. Every case summary begins with Service Plan Available: followed by the subagent name. - **Messaging and voice**: Service Assistant matches a subagent using the context of the conversation transcript. If early messages don’t match a subagent, Service Assistant keeps monitoring the conversation and assigns a subagent when a later message provides a match. If Service Assistant can’t find a matching subagent, the component shows one of these error messages instead of a summary. These messages apply to case, messaging, and voice. - We couldn’t draft a service plan because no relevant topics exist. Ask your Salesforce admin to create one, or add more context to the item. - We couldn’t draft a service plan because we couldn’t find any related topics. Ask your Salesforce admin to create a relevant topic, or try again. Add a subagent for the issue. If a subagent already exists for the issue type, make sure the case Subject and Description clearly define the issue. For messaging and voice, make sure the transcript clearly states the customer’s issue. See [General Service Plan Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5). **Subagent Switching** If the customer raises a second issue, Service Assistant can switch to the subagent that matches the new issue and resolve that part of the plan. When the second issue is resolved, Service Assistant can switch back to the original subagent. If it doesn’t switch back on its own, the rep can tell it in the agent chat, such as Let’s go back to the original issue. **Record Processing Errors** Service reps can also see error messages during record processing. These messages indicate general service plan errors, such as a timeout and a record without enough information to identify the issue. For the full list of messages and troubleshooting steps, see [General Service Plan Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5). ## Plan Initiation and Start After the record passes the eligibility check, Service Assistant initiates the plan and then starts it by presenting the first step. - Initiation is when Service Assistant prepares the plan. It reads the record, assigns a subagent, and, for case and messaging, generates a plan summary that summarizes the record, the issue, and the steps to resolve it. - For case and messaging, the plan starts when the rep clicks **Start Plan**. For voice, the plan starts automatically by showing the first step. During plan initiation and start, the agent chat is available as soon as the rep opens the record, before the plan summary or first step shows. Reps can start asking questions right away, such as for account or contact details. If a rep chats first, the component feed starts with that conversation, and the plan summary or first step shows in the feed after it. The summary card isn’t pinned at the top of the component. See [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). ![The component feed with a chat question, the plan summary card, and the answer in order.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_feed_persist.png) **Case Plan Initiation** Initiation begins when the eligibility check passes. Service Assistant generates the plan summary, and it shows as a card in the component feed within a few moments. The status indicator shows while the summary generates. ![The status indicator while the plan summary generates, then the plan summary with a Start Plan button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_case_indicator_status.png) The rep reviews the plan summary and clicks **Start Plan**. The status indicator shows while Service Assistant generates the first step. **Messaging Plan Initiation** When the session opens, Service Assistant doesn’t generate a summary right away. It monitors the conversation and waits until the transcript contains enough context to identify the customer’s issue or intent. While it waits, no status indicator shows and the component stays static unless the rep has started chatting. ![A messaging conversation next to the plan summary for an order refund.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_setup_msg_summary\(2\).png) What happens next depends on whether Start Plans Automatically is turned on. - If it’s turned on, the plan starts automatically and the first step shows after the summary. Reps see no **Start Plan** button. - If it’s turned off, the summary shows a **Start Plan** button, and the rep clicks it to show the first step. ![A messaging plan summary followed by the first step of the plan, started automatically.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_msg_auto_start.png) **Voice Plan Initiation** Service Assistant doesn’t generate a summary for voice calls. It monitors the call transcript and waits until the transcript contains enough context to identify the customer’s issue or intent. Then it starts the plan automatically and shows the first step. Reps see no **Start Plan** button and no status indicator, so the component stays static until the first step shows, unless the rep has started chatting. ![A service plan starting automatically on a Voice Call record.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_dp_vc_start.png) **Plan Summary Errors** For case and messaging, if Service Assistant can’t generate the plan summary, reps see one of these error messages instead. Voice has no plan summary. - We couldn’t draft a service plan summary, but we’ll keep trying. If the issue continues, contact your Salesforce admin. - We couldn’t draft a service plan summary. Contact your Salesforce admin for help. - There’s not enough information to draft a service plan summary. Add more details, then check back here. For case only, reps can also see "To create a service plan, save your changes and try again." If a plan can’t start or stops partway through, reps for all record types can see "Something went wrong. Try again. If the issue continues, ask your Salesforce admin for help." For troubleshooting steps, see [General Service Plan Errors](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5). **When a Plan Doesn’t Start** A plan starts only when Service Assistant can identify a clear issue and match it to a subagent for that issue. If it can’t, no plan starts. A general subagent, such as "Resolve Issue," "Resolve Record," or "General Support," doesn’t result in a plan. This rule applies to case, messaging, and voice. For case, Service Assistant uses only the case Subject and Description to identify the issue. If they don’t clearly describe an issue that matches a related subagent, the plan doesn’t start and reps see an error message. For messaging and voice, Service Assistant uses the transcript to identify the issue. It starts a plan only when the transcript clearly shows the customer’s issue or intent and that issue matches a subagent. If the issue isn’t clear, Service Assistant keeps monitoring the conversation and the component stays blank. No error message or status indicator shows. When a later message makes the issue clear, the plan initiates. There’s no standard number of messages that’s enough. A plan starts sooner when the customer states the issue clearly in complete messages. A plan can take longer to start when the customer breaks the issue across many short messages, changes topics, or never states the problem directly. For voice, how soon the plan starts also depends on your telephony model and transcript processing time. Background noise, crosstalk, poor audio, or unclear speech can produce an inaccurate transcript, which can delay or prevent the plan from starting. If a plan doesn’t start, the rep can ask the customer to restate the issue and then check back. Even when a plan doesn’t start, reps can still use the agent chat to look up knowledge related to the issue and run any relevant actions. ## Work a Plan A dynamic plan has no set length. Service Assistant adds steps based on the amount and complexity of the issue and record details. As the record updates, Service Assistant updates the step the rep is working on. **Step Generation** Service Assistant shows one step at a time. Each step describes what to do and, when an action is available, surfaces it so the rep can complete the step. Service Assistant bases steps on the record data and monitors the record in real time, so the steps stay relevant to the current data. How it monitors the record and creates steps differs by object. When new information changes the current step or action, Service Assistant regenerates the current step. It can also move the plan forward by creating the next step without the rep completing the previous one. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e701">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e704">Monitoring and Step Creation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e701 ">Case</td> <td data-label="Monitoring and Step Creation" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e704 ">Service Assistant monitors the case emails and the case fields, comments, and feed that you enabled for grounding in Service AI Grounding. When new information arrives, Service Assistant regenerates the step the rep is working on so it reflects the updated data. The updated step shows automatically, with no status indicator. Which updates trigger a regeneration depends on your Update Plan Context settings. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5">Record Updates and Plan Progression</a>.</td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e701 ">Messaging and voice</td> <td data-label="Monitoring and Step Creation" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e704 "> <p>Service Assistant monitors the entire transcript. Each new chat message or call transcript segment triggers Service Assistant to process the new information. Depending on what information the message provides, Service Assistant either: </p> <ul> <li><strong>Updates the current step</strong>: The message adds information that changes what the rep needs to do. For example, the customer says they want a refund instead of an exchange, so the step changes to match.</li> <li><strong>Keeps the current step</strong>: The message doesn’t add anything the step depends on, such as a greeting or small talk. The step doesn’t change.</li> <li><strong>Moves to the next step</strong>: The message shows that the current step is done, or it gives Service Assistant the information the step asked for. For example, after a step asks for the order number, the customer says "I found the order number: 58473." Service Assistant has what it needs, so it shows the next step.</li> </ul> </td> </tr> </tbody> </table> **Status Indicators** A status indicator confirms that Service Assistant is working during a service plan, so reps know it’s active instead of wondering whether it stalled. The status indicator behaves differently depending on the record type. ![The Service Assistant component showing the “Service Assistant is working on it…” status indicator.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_status_indicator_case_dp.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e781">Object</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d56770e784">Status Indicator Behavior</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e781 ">Case</td> <td data-label="Status Indicator Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e784 "> <p>Service reps see “Service Assistant is working on it…” when:</p> <ul> <li>A rep opens a case record page and the case meets your eligibility criteria.</li> <li>A rep clicks <strong class="uicontrol">Start Plan</strong>.</li> <li>A rep completes a step and Service Assistant generates the next step.</li> <li>A rep confirms an action.</li> <li>A rep enters a request in the agent chat and waits for a response, such as a request to look up knowledge or run an action.</li> </ul> <p>The indicator doesn’t show, or its presence is limited, in these scenarios. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp_status.htm&release=264.0.0&type=5" title="Learn when the “Service Assistant is working on it…” status indicator shows for dynamic plans in Service Assistant for Case, Messaging, and Voice, and when it doesn’t, so you can set expectations for your service reps.">Status Indicator Behavior for Dynamic Plans</a> for demos of each scenario.</p> <ul> <li>Service Assistant regenerates the current step because of new case information, such as a new email, a grounding field update, or a new or edited comment. The new step shows automatically, with no indicator that it’s generating.</li> <li>The eligibility check fails. Reps see an error message instead, and the indicator doesn’t show if the record is later updated to become eligible.</li> <li>A capability card, such as the Case Catch-Up & Insights card, appears in the component before the plan summary shows. The indicator disappears as soon as the card appears.</li> <li>A rep enters a request in the agent chat while the plan summary is generating. The indicator disappears after Service Assistant answers the request, even if the summary is still generating.</li> </ul> </td> </tr> <tr class=""> <td data-label="Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e781 ">Messaging and voice</td> <td data-label="Status Indicator Behavior" class="slds-cell-wrap" style="vertical-align:top;" headers="d56770e784 "> <p>A status indicator doesn’t show when the record is first opened and the service rep accepts a messaging session or voice call. The component is blank and inactive until the chat or call transcript states a clear issue. Then the plan summary (messaging) or the first step (voice) shows automatically, with no status indicator that Service Assistant is active and processing the record or creating a service plan.</p> <div style="text-align:left;"><img src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_plan_progression.png" alt="The service rep enters "Completed" in the agent chat to finish a step, and the status indicator shows while Service Assistant generates the next step."></div> <p style="margin-bottom:0;">After the plan summary or first step shows, a status indicator does show when Service Assistant creates the next step or the service rep enters a message in the chat.</p> </td> </tr> </tbody> </table> **Action-Based Steps** Agent actions help service reps complete a step without leaving the plan, such as by drafting an email or updating a record. Service Assistant surfaces an action when it matches the action to a plan step. - Depending on how the action is configured, the rep confirms the action before it runs, or the action runs automatically. - After the action runs, Service Assistant moves on to the next step and shows the “Service Assistant is working on it…” status indicator while the next step generates. - Reps can also ask Service Assistant to run an action in the agent chat, such as “Draft an email to the customer.” - Each action that Service Assistant surfaces and the rep completes is saved to the feed and the plan history. - All actions run under the ServicePlanner User’s permissions. If the action fails or returns no data, check the action configuration and permissions. **Non-Action-Based Steps and Plan Progression** If an action doesn’t automate a step, Service Assistant describes the task and includes a statement such as "Let me know when this is complete." The plan doesn’t advance on its own. To move forward, the rep tells Service Assistant in the agent chat that the step is complete, such as Completed, Step complete, Confirmed, or Go to the next step. Service Assistant then generates the next step. ![The service rep enters "Completed" in the agent chat to finish a step, and the status indicator shows while Service Assistant generates the next step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_plan_progression.png) **Record Updates and Plan Progression** Service Assistant updates the plan on its own as new information arrives. Service reps can’t ask Service Assistant in the agent chat to regenerate a step or restart a plan. Service Assistant regenerates each step on its own using the latest record context. What triggers an update depends on the record type. - **Case**: A new case email always updates the current step in real time. If Update Plan Context When Case Fields Change, Update Plan Context When Case Comments Change, or both are turned on, case field updates and case comment updates also update the current step in real time. Case Feed updates are tracked but don’t update the current step. Service Assistant incorporates them when the current step is completed and the next step is generated. Keep in mind that there’s no status indicator showing that Service Assistant captured the new data and is processing it to create a new step. Service Assistant remains static and the new step shows automatically with no indicator that it’s generating. See [Status Indicator Behavior for Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp_status.htm&type=5&language=en_US). - **Messaging and voice**: Service Assistant monitors the transcript and creates a new step as each new message or transcript segment comes in, so it can respond quickly to the customer. Because messaging sessions and voice calls are fluid, Service Assistant responds to the latest chat message or transcript segment. So if a service rep is still resolving a previous step or hasn’t completed an action, Service Assistant moves the plan forward automatically. Service Assistant indicates that it is processing the customers message with a status indicator showing “Service Assistant is workign on it.…”. ![A customer message in a messaging conversation and the status indicator in the Service Assistant component.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_step_generation.png) If a rep wants to confirm that the plan reflects the latest record data, the rep can ask Service Assistant in the agent chat, such as Is there any new information? Service Assistant checks the record and either tells the rep that nothing has changed or creates a new step. This is most useful for case, where some updates, such as case feed updates, don’t change the current step until the rep completes it. Messaging sessions and voice calls are fluid, rapid conversations, and Service Assistant always responds to the latest chat message or transcript segment, so reps don’t need to ask. **Knowledge-Based Steps** Service Assistant uses your knowledge articles in two ways: It grounds plan steps in them, and reps can ask knowledge questions directly in the agent chat. - **In plan steps**: Steps grounded in knowledge articles include numbered citations, such as \[1\], that link to the article in the step’s Sources section. Each step has its own Sources section, and the same article can have a different citation number from one step to the next. Each cited article includes a link that opens in a new window. - **In the agent chat**: Reps ask a knowledge question, such as "What’s our return policy for damaged items?" Service Assistant searches your knowledge articles and returns the relevant information, with citations to the articles it used. To turn on this capability, admins add the General FAQ subagent, the General CRM subagent, or both to the agent. See [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). ![A dynamic plan with a separate Sources section under each step.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_dp_citations.png) Each question asked and answer returned is saved to the component feed and used as context for future steps. Knowledge lookups return only information from the articles that the ServicePlanner User can access. If knowledge doesn’t show in a plan or in the chat, ask your admin to review the knowledge grounding setup. See [Test Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_test_dp.htm&release=264.0.0&type=5 "To test the accuracy of your Service Assistant setup for dynamic plans, start them on case or messaging records and review the service plan summary, plan steps, and knowledge configuration."). If a problem with your data library prevents Service Assistant from citing knowledge, reps see one of these error messages. Reps can’t resolve these error messages. They’re caused by a permissions or data library issue. - Something went wrong while creating a plan. Ask your Salesforce admin to review the data library configuration. - I couldn’t find any sources to cite. Ask your Salesforce admin to check the data library configuration. - We couldn’t show any sources. Ask your Salesforce admin for help. **Non-Grounded Steps** If your subagents, instructions, and knowledge don’t cover the situation, Service Assistant responds in one of two ways. - It states that it doesn’t have information from your grounding sources to provide an answer: "I can’t assist you because there’s no information in your company documents related to the provided context. To move on to the next step, tell me to continue." - It provides an answer based on its own knowledge, not on any of your grounding sources. The response includes language such as "There’s no information in your company documents. Here’s what I suggest, but it might not be correct." ![The service rep asks "Are there travel restrictions for Kenya?" and Service Assistant responds that it can’t help because there’s no information in the company documents.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_non_grounded.png) ## Using the Agent Chat and Component Feed The agent chat is a chat box at the bottom of the Service Assistant component. Reps use it to talk directly with the agent while they work the record, without leaving the component. In a dynamic plan, Service Assistant drives the workflow by stating what to do next, surfacing knowledge, and suggesting or running actions. The agent chat works alongside that workflow so reps can go deeper on any step or get information on demand. Reps can use the agent chat to: - Ask questions about the current step, or ask for clarification on it. - Ask for a summary of the record activity or the service plan at any point, including when joining a record that already has history. - Look up account and contact details, and query other CRM data. - Draft, revise, and send emails. - Ask knowledge questions and get answers from your knowledge articles. - Run Agentforce actions, such as a common action or a custom action your admin added. - Tell Service Assistant that a step is complete, such as by entering Step complete or Confirmed, so the plan advances. - Redirect the plan to a different subagent, such as Let’s go back to the original issue. Service Assistant is grounded in the whole session: the steps generated, the actions run, the chat history, and the record itself. What a rep does in the chat, such as asking follow up question, running an action, or gathering knowledge information, becomes context that informs the rest of the plan. Every chat interaction is saved to the component feeds. The plan summary, steps, actions, and chat messages all appear in the feed in the order they happen. The feed is Service Assistant’s memory for the service plan and record as both evolve. Service Assistant is grounded in every interaction saved to it, so reps get consistent answers and a complete history without repeating themselves. The feed works this way: - **Shared by all reps**: The conversation and the plan are tied to the record, not to an individual rep. When several reps work the same record, they all see the same chat thread, plan summary, and plan steps. Messages sent, actions run, and responses generated are visible to every rep working the record in real time. - **Useful when joining a record**: Because Service Assistant monitors the record and is grounded in the feed, a rep who joins a record that already has history can ask for a summary to get up to speed. - **Feeds the next step**: What a rep does in the chat, such as running an action or gathering record details, becomes the context that the next generated step adapts to. - **Ordered as generated**: Steps and capabilities, such as service replies, appear in the feed in the order they’re generated. This applies to all plan types. Voice has no plan summary, but its steps and capabilities follow the same order. - **Can’t be pinned**: Reps can’t pin a step, a capability card, or the plan summary to the top of the feed. The plan summary doesn’t stay in view as the rep works. It keeps its position in the feed, so as new items are added, reps scroll up to find it. - **Persists after the plan ends**: The feed history is saved and stays visible after the plan ends and the chat box is deactivated, so reps can review the full record of plan steps, actions, and chat interactions. See [End a Plan](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5) for what happens to the chat box. The chat is available as soon as a rep opens the record, before the plan starts. This applies to case, messaging, and voice. If a rep chats before the plan summary or first step appears, the component feed starts with that conversation. The plan summary (case and messaging) or the first step (voice) then shows in the feed after the chat, in the order things happen. The summary doesn’t show at the top of the feed or replace the chat history. Any chat that a rep enters before the plan starts becomes a grounding source for the plan, because it’s saved to the feed. For example, if a rep asks how to get started resolving the record and Service Assistant states what to do, that interaction is saved to Service Assistant’s memory. When the plan starts, it picks up from any steps the rep completed before then. To have Service Assistant skip those steps, the rep confirms in the chat that they already completed them. Otherwise, the first step in the plan can repeat work the rep already did. Your admin setup affects the agent chat in these ways: - Agent chat is turned on by default when your admin turns on dynamic plans for case, Messaging Session, or Voice Call on the Service Assistant Setup page. - By default, the chat answers questions grounded in the current plan and record. To let reps look up account and contact details, query CRM data, draft emails, and answer general knowledge questions, your admin adds the General CRM subagent, the General FAQ subagent, or both to the agent. General FAQ supports only knowledge lookup. General CRM includes knowledge lookup and the broader CRM capabilities. Without a standard subagent, reps can interact with the agent only within the scope of the current plan and record. - Agent chat requires the Adaptive Experience Add-On license. It requires no permissions beyond the standard Service Assistant permissions. The agent chat has these limitations: - The agent chat isn’t grounded in other Service Assistant capabilities. It doesn’t have context from Case Catch-Up & Insights or Service Replies, so reps can’t ask about the content of an insights card or a service reply. - Agent chat responses and dynamic plans aren’t translated. Only English is supported. For setup details, see [Agent Chat for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_chat.htm&type=5&language=en_US). ## Capabilities The Service Assistant component can also show optional capabilities alongside a dynamic plan that provide additional resolution and contextual assistance for service reps. You set up and turn on each capability independently, and each one shows as its own card. See [Service Assistant Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_capability.htm&release=264.0.0&type=5 "Extend Service Assistant with optional capabilities that give service reps more resolution assistance in the component in addition to a service plan."). | Capability | Available For | What Reps See | | --- | --- | --- | | Case Catch-Up & Insights | Case | A collapsible card above the service plan with a customer engagement summary, an account summary, customer sentiment, and a case health score. | | Service Replies | Messaging | Suggested reply cards during active messaging sessions. Reps can post or edit a reply before sending it to the customer. | These behaviors apply to all capabilities and all objects. - Each capability shows as a card in the component feed among the service plan steps and is saved as part of the feed history. The card stays visible after the plan ends and the record is closed. - A capability card can show before the plan summary or the first step. - Capability cards show in the feed in the order they’re generated. They aren’t pinned to the top of the component, and reps can’t pin them. See [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). - Capabilities operate independently of the plan. Service Assistant doesn’t reference them when it creates plan steps. The one exception is a reply that a rep posts from Service Replies. It becomes part of the conversation, so it’s available as context for later plan steps. - The agent chat isn’t grounded in capabilities either, so reps can’t ask about the content of a card. See [Using the Agent Chat and Component Feed](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5). ## End a Plan The plan ends automatically when the record closes. Reps don’t close a dynamic plan or ask Service Assistant to stop one. - **Case**: When the case closes, the plan ends, but Service Assistant and the chat box stay available for about 24 hours. Reps can use the chat for wrap-up tasks, such as asking for a summary of the record, service plan, and resolution. The details are saved to the component feed. - **Messaging**: When the messaging session ends, the plan ends, but Service Assistant and the chat box stay available for about 24 hours. Reps can use the chat for wrap-up tasks, such as asking for a summary, drafting a follow-up email, asking knowledge questions, or running actions. - **Voice**: When the call ends, the plan ends. Service Assistant and the chat box stay available for about 24 hours so reps can complete wrap-up tasks. For all record types, the component feed history persists and stays visible after the record is done and the chat box is deactivated, so reps can review the plan steps, actions, and chat interactions. ## Translation Service Assistant supports only English for dynamic plans. Plan summaries, steps, and agent chat responses aren’t translated. However, apart from the service plan itself, the Service Assistant component contains several content elements that are translated into the service rep’s preferred language. For dynamic plans, this results in a mixed-language experience when a service rep’s preferred language isn’t English. See [Service Plan Translation](https://help.salesforce.com/s/articleView?id=service.sp_translation_ov.htm&type=5&language=en_US). ![A dynamic plan with a mixed-language experience.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_translation_dp_mixed.png) - **[Status Indicator Behavior for Dynamic Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp_status.htm&release=264.0.0&type=5)** Learn when the “Service Assistant is working on it…” status indicator shows for dynamic plans in Service Assistant for Case, Messaging, and Voice, and when it doesn’t, so you can set expectations for your service reps. <!-- document id=056ad2368e9658989599e4fd5673c1b8c99a1b3aaa1759045447f8deb69618ac url=/admin/current/en-us/service/264-0-0/it_srvcs_einstein_working_parent.md --> # Work with Einstein Features for IT Services Use Einstein to automate IT service management tasks. Route incidents and problems, generate problem records, and draft change requests based on issues. Identify affected configuration items (CIs), and create structured knowledge articles to standardize and accelerate the resolution process. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Assign Incidents Automatically to the Right Queue with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_inc_assign.htm&release=264.0.0&type=5)** Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned. - **[Assign Problems Automatically to the Right Queue with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_prob_assign.htm&release=264.0.0&type=5)** Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned. - **[Create Problems Automatically from Incidents with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_prblm_creation.htm&release=264.0.0&type=5)** IT fulfillers initiate can use Create Problem with Einstein action to efficiently generate a problem record from the related incident. Agentforce creates the draft problem record by analyzing the source incident and its associated data, including communication history, related tickets, and attached files. IT fulfillers can quickly review and save the problem. - **[Create Change Requests Automatically from Incidents or Problems with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_create_chngereqst.htm&release=264.0.0&type=5)** Use Einstein to generate change requests from incidents or problems. Einstein analyzes communication history, related tickets, attached files, and the source record to create a draft. Verify the details, and then save the record. - **[Create and Edit IT Service Knowledge Articles with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_knwldg_create_articles.htm&release=264.0.0&type=5)** Create contextual knowledge articles from incident, problem, and change request records using generative AI. Reduce manual effort and standardize documentation by converting information from your IT service records into structured knowledge. - **[Draft Knowledge Articles for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_gen_draft_record.htm&release=264.0.0&type=5)** Draft a knowledge article from an incident, problem, or change request by using an active Knowledge Generation prompt template. Start the draft from the Knowledge or Enterprise Knowledge component, or ask Agentforce to draft the article in a conversation, then review the generated article. - **[Identify Affected Configuration Items for IT Service Records with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_assign_cis.htm&release=264.0.0&type=5)** Einstein uses Data Cloud to identify configuration items (CIs) for incident, problem, and change request records. Use the Find Affected CIs action to analyze record descriptions, and get the ranked suggestions for affected CIs. These insights help find root cause of an issue, which reduces manual effort and accelerates resolution. <!-- document id=0eb42b613911d04ddc19135f91eb993b7790efaed0bdd9b8175f81de73bbca09 url=/admin/current/en-us/service/264-0-0/entitlements_process_overview.md --> # Work with Entitlement Processes Entitlement processes help you provide a consistent level of support to your customers. Learn how entitlement processes work and how to update them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can create up to 1,000 entitlement processes total, with up to 10 milestones per process. If your org was created before Summer ’13, its maximum entitlement processes can be lower. Contact Salesforce to increase it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using entitlement processes, manage customers’ work orders and cases on separate entitlements. This is because an entitlement process only runs on records that match its type. For example, when a Case entitlement process is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. To view or cancel active entitlement processes, from Setup, enter Entitlement Processes in the Quick Find box, then select **Entitlement Processes**. You can also use the entitlement process queue to view or cancel active entitlement process actions. (Entitlement process monitoring isn’t available in Professional Edition orgs.) ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip Entitlement process versioning lets you update existing entitlement processes, even if they’re assigned to active entitlements and cases. This can be useful if the business rules behind your entitlement processes change, for example, or if you need to create multiple versions of the same entitlement process that have only minor differences. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All users, even those without the “View Setup and Configuration” user permission, can view entitlement processes via the API. - **[How a Record Moves Through an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_cases.htm&release=264.0.0&type=5)** When an entitlement process is applied to an entitlement, the entitlement process runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an entitlement process. - **[How Business Hours Work in Entitlement Management](https://help.salesforce.com/s/articleView?id=service.entitlements_business_hours.htm&release=264.0.0&type=5)** When a support record is linked to an entitlement, the record, its milestones, its entitlement process, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations. - **[Updating an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_versioning_overview.htm&release=264.0.0&type=5)** Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. - **[Create a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_creating_new_versions.htm&release=264.0.0&type=5)** Entitlement versioning lets you create multiple versions of an entitlement process, even if it’s assigned to active entitlements and support records. You can use multiple versions of an entitlement process at the same time in your Salesforce org. - **[Use a New Version of an Entitlement Process](https://help.salesforce.com/s/articleView?id=service.entitlements_process_using_new_versions.htm&release=264.0.0&type=5)** After you create a version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records. #### See Also - [Set Up Entitlement Processes](https://help.salesforce.com/s/articleView?id=service.entitlements_process_setting_up.htm&release=264.0.0&type=5 "Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases or work orders. Set up an entitlement process to apply to entitlements in your Salesforce org.") <!-- document id=188d3dd36c06b7a4b77bba90e33843e5212577123eb85b1b6960597bfe14d99b url=/admin/current/en-us/service/264-0-0/entitlements_parent_agent.md --> # Work with Entitlements Entitlements help you determine if your customers are eligible for support so you can create support records like cases or work orders for them. - **[Guidelines for Working with Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_creating.htm&release=264.0.0&type=5)** Entitlements in Salesforce specify whether a customer is entitled to customer support. Learn how to perform common actions on entitlements. - **[Verify Entitlements](https://help.salesforce.com/s/articleView?id=service.entitlements_verifying.htm&release=264.0.0&type=5)** Each entitlement in Salesforce is associated with a specific account. Verify that a customer is entitled to customer support before you create or update a case or work order. - **[Entitlements: Terms to Know](https://help.salesforce.com/s/articleView?id=service.entitlements_terms.htm&release=264.0.0&type=5)** Learn useful terms related to entitlement features in Salesforce. - **[Entitlement Fields](https://help.salesforce.com/s/articleView?id=service.entitlements_fields.htm&release=264.0.0&type=5)** Entitlements have the following fields. Sometimes you can't see or edit certain fields because of your page layout and field-level security settings. <!-- document id=c6bae2c4eedffb11b8d5cafc0623fc882e32b68d38c2a35b37745b3a338f01fa url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_work_with_issue_mgmt.md --> # Work with Issue Management for IT Compliance Track compliance issues from logging through closure. Use action plans to coordinate remediation, evidence to support closure, and SLA milestones to keep work on schedule. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[IT Compliance Issue Lifecycle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_issue_lifecycle.htm&release=264.0.0&type=5)** Follow how a compliance issue moves from discovery to closure, showing how issue owners, resolvers, and SLA enforcement work together to track and remediate compliance gaps. - **[Log a Compliance Issue for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_log_issue.htm&release=264.0.0&type=5)** Capture a compliance gap as a Compliance Issue so you can track it through remediation to closure. Specify the severity, type, and owner, and apply an entitlement to drive the resolution timeline. - **[Map Issues to IT Compliance Records](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_map_issue_to_compliance_objects.htm&release=264.0.0&type=5)** Link a compliance issue to the compliance records it relates to, such as a Risk, Regulation Version, Control Version, Policy Version, or Audit, so the issue is traceable to its source for reporting and audit follow-up. - **[Create an Action Plan for a Compliance Issue for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_remediate_issue.htm&release=264.0.0&type=5)** When a compliance issue is logged and mapped to its source such as a failed control, an open risk, a policy, or an audit, create an Action Plan using a template, and associate it with an issue to organize the remediation work into assignable tasks. - **[Complete Remediation Tasks for a Compliance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_remediate_issue_execute.htm&release=264.0.0&type=5)** Execute the action plan associated with a compliance issue by completing each remediation task and uploading supporting files. As the resolver, you're responsible for working through each task on the action plan and providing evidence that the compliance gap has been addressed. Once all tasks are complete, move the issue to Review status so the issue owner can validate your work. - **[Review and Close a Compliance Issue](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_close_issue.htm&release=264.0.0&type=5)** As an issue owner, you're responsible for confirming that the resolver's work meets compliance requirements. Review the completed tasks and evidence, then either close the issue or move it again to the open state for additional work. <!-- document id=c1aec66eafffd1d362f018c1e0af78a283262986dee0cacf5b7cc2683ae659f9 url=/admin/current/en-us/service/264-0-0/console2_keyboard_shortcuts.md --> # Work with Keyboard Shortcuts in a Salesforce Console in Salesforce Classic Keyboard shortcuts let you quickly perform actions by pressing keys instead of having to use a mouse. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> Keyboard shortcuts can make working with a console more efficient. For example, instead of typing case details and then using a mouse to click **Save**, an administrator can create a shortcut so that you can type case details and press Ctrl+S to save cases without switching to your mouse. Only administrators can create or customize shortcuts. To view an overlay that lists shortcuts for a console, press Shift+K or click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Show Keyboard Shortcuts**. If a shortcut appears dimmed on the overlay, it hasn’t been enabled or it’s been customized. Keyboard shortcuts aren’t case sensitive, even when you press Shift before a letter key. For example, Shift+b is the same as Shift+B. If Ctrl, Alt, or Shift is in a keyboard shortcut, the sequence of those keys doesn’t matter. For example, Ctrl+Alt+A is the same as Alt+Ctrl+A. #### See Also - [Work with a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using.htm&release=264.0.0&type=5 "Get more done faster using a console’s enhanced interface to work with records.") <!-- document id=10a665ca2917333bbae8b314883547c7f9dcdf6d3819289ca0a3095795fba408 url=/admin/current/en-us/service/264-0-0/it_srvcs_work_with_knowledge.md --> # Work with Lightning Knowledge for IT Services Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> A comprehensive knowledge base provides significant value across the entire IT Service landscape. A robust knowledge base: - Accelerates Resolution and Support: Enables employees to resolve their issues independently, which reduces support requests and boosts IT efficiency by making past solutions instantly accessible. - Enhances Service Consistency: Systematizes the capture and sharing of reliable information, ensuring all service delivery is consistent and improves end-user satisfaction. - Provides AI-powered Automation: A dynamic, high-quality knowledge repository serves as foundational data that directly fuels AI features like Agentforce, allowing the system to provide intelligent responses and enhance service delivery. ## Before You Begin Before you begin working with Knowledge in Agentforce IT Service, review these foundational resources. - [Create and Edit Articles](https://help.salesforce.com/s/articleView?id=service.knowledge_article_create.htm&type=5&language=en_US) - [Publish Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_publish.htm&type=5&language=en_US) - [Translate Articles in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_article_translation_lex.htm&type=5&language=en_US) - [Search for Knowledge Articles in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.knowledge_lightning_search.htm&type=5&language=en_US) - [Archive Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_archive.htm&type=5&language=en_US) - [Delete Articles and Translations](https://help.salesforce.com/s/articleView?id=service.knowledge_article_delete.htm&type=5&language=en_US) - [Create Data Categories for Articles](https://help.salesforce.com/s/articleView?id=service.category_parent_admin.htm&type=5&language=en_US). Data categories help you classify and organize your knowledge base. - [Flow Approvals for Lightning Knowledge.](https://help.salesforce.com/s/articleView?id=service.knowledge_setup_flow_approvals.htm&type=5&language=en_US) With Flow Orchestrator, you can easily manage multi-stage article approvals. ## Knowledge for Different IT Service Users and Processes Knowledge articles are used by a diverse range of users and integrated into various IT service processes. Here’s how knowledge transforms how organizations manage and resolve IT-related issues across different stages of IT service management. | Who Uses Knowledge? | How Is Knowledge Used? | | --- | --- | | Employees | Employees utilize the Agentforce Employee portal to search for and view knowledge articles for common requests and issues. They also receive summarized answers and troubleshooting steps from Agentforce via channels such as the portal. Teams, or Slack. | | Incident fulfillers and managers | IT support reps can search for and relate knowledge articles to active incidents. A knowledge article can provide a solution or a quick workaround for an easy resolution. They also receive proactive recommendations for relevant articles in the Agentic IT Service Desk app while working on issues. | | Problem fulfillers and managers | When diagnosing the root cause of an incident, IT support reps can reference existing knowledge articles. After identifying a root cause, they can create a new Known Error article or a Troubleshooting article to document the issue and any workarounds. | | Change fulfillers and managers | IT support reps can refer to knowledge articles, for processes related to risk mitigation or deployments in production orgs when planning changes and preparing for approvals. They can also create knowledge articles to capture feedback or document new processes after a change is deployed. | | Agentforce Agents | Knowledge articles serve as foundational grounding data for Agentforce's AI models, helping the AI contextualize responses and generate accurate outputs for both employees and IT teams. Agentforce also leverages knowledge articles, along with past problems and resolution notes to assist with Root Cause Analysis (RCA). | <!-- document id=43a150f3ab24bbc778a87abc801f1f0dec30d70c9da8751127ae107813448ad7 url=/admin/current/en-us/service/264-0-0/messaging_data.md --> # Work with Messaging Data Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences. - **[Protect Customer Data and Privacy in Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&release=264.0.0&type=5)** Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging. - **[Track Messaging Users in Salesforce](https://help.salesforce.com/s/articleView?id=service.livemessage_enable_object_linking.htm&release=264.0.0&type=5)** When a customer messages your company, Salesforce creates a messaging user record for them. The messaging user record can include the customer’s name, phone number or Facebook name, and consent status. Messaging user records are required for your recipients, even if you’re sending messages to contacts, employees, or person accounts. - **[Report on Messaging Activity](https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&release=264.0.0&type=5)** To track your support team’s messaging activity in Messaging channels, create custom report types on Messaging objects. - **[Access Messaging Transcripts](https://help.salesforce.com/s/articleView?id=service.messaging_transcript_pointer.htm&release=264.0.0&type=5)** You or your support team may need to download, redact, report on, or otherwise monitor transcripts from your messaging channels. #### See Also - [_Trailhead:_ Service and Data 360: Quick Look](https://trailhead.salesforce.com/content/learn/modules/service-and-data-cloud-quick-look) <!-- document id=739640413183e29ac80bce5f23b542ec76f18ce6b67f53cfd33924fc227bc33a url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_wrk_with_msteams_for_itsrvcs_parent.md --> # Work with Microsoft Teams for IT Services Empower your IT team and employees to work smarter and faster within Microsoft Teams. Bring your IT services and workflows into your primary collaboration tool. This integration simplifies service processes, reduces context switching, and provides a single source of truth for your IT operations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Work with Salesforce IT Service MS Teams App](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.htm&release=264.0.0&type=5)** Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals. - **[Work with Salesforce IT Desk for MS Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_wrk_with_fulfiler_hub_app.htm&release=264.0.0&type=5)** Use the Salesforce IT Desk to manage tickets, apply AI-driven insights, and collaborate with experts and other stakeholders in Microsoft Teams. IT teams work more efficiently, with less manual effort and faster issue resolution. <!-- document id=2f05acd4c6e8e2a01aba3b9cbb94ffb4e37e5587c91ffe5356f937837e63699a url=/admin/current/en-us/service/264-0-0/entitlements_milestones_overview.md --> # Work with Milestones Milestones help you give your customers a consistent support experience. Learn about milestones statues, actions, and recurrence types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When working with milestones, keeping track of everything is key to success. Here are a few ways you can track all records that have milestones in your org. - To view work orders with milestones, create a work order report using the Object Milestones custom report type. - To view cases with milestones, create a case report using the Cases with Milestones custom report type. - Create list views that filter on milestone fields. Let’s get started! - **[Where Can I View Milestones?](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_app_visibility.htm&release=264.0.0&type=5)** Your settings and configurations for entitlements and milestones determine where you and your support reps can view milestones. - **[Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_statuses.htm&release=264.0.0&type=5)** Milestones on support records display one of three statuses. - **[Milestone Actions](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_actions_overview.htm&release=264.0.0&type=5)** Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process. Actions can be added to milestones after the milestone is added to an entitlement process. - **[Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.entitlements_milestone_sequential_recurrence.htm&release=264.0.0&type=5)** When you create a milestone, you must choose its recurrence type. Learn what each recurrence type means and when to use it. - **[Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.entitlements_supported_objects.htm&release=264.0.0&type=5)** Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. - **[Milestone Stop and Resume Behavior](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_timer_behavior.htm&release=264.0.0&type=5)** Learn how to start and resume milestones and how milestones work within an entitlement process. #### See Also - [Set Up Milestones](https://help.salesforce.com/s/articleView?id=service.entitlements_milestones_setup.htm&release=264.0.0&type=5 "Milestones represent required steps in your support management process, like first response times. Set up and customize milestones in your org so they can be added to entitlement processes and applied to support records like cases and work orders.") <!-- document id=3e2cf85347a1401eb6b41fa64a4bdf26cd323d12e2a8f0061f0d5c4be0664b95 url=/admin/current/en-us/service/264-0-0/mfs_offline_parent.md --> # Work with Offline Priming in the Field Service Mobile App Equip your workforce with the Field Service mobile app’s offline capability so that they can complete tasks regardless of network availability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> ## Key Offline Capabilities - Create, edit, and delete records even with limited or no connectivity. When devices reconnect to the internet, the app automatically syncs changes to Salesforce and alerts users to any conflicts that require resolution. - Lightning Data Service works with primed records. When online, it uses the cache to enhance performance, and when offline, it provides access to all records whether existing, changed, or new. - Performance Priming uses offline briefcases to sync the data mobile users need to the Field Service mobile app. - Briefcase Builder allows you to define and augment the specific objects and records that users can download for offline access. - High Volume Briefcase extends offline capabilities to include a greater number of records and their related data. - **[Recommendations and Considerations](https://help.salesforce.com/s/articleView?id=service.mfs_offline_recs_considerations.htm&release=264.0.0&type=5)** Before you set up and use the Field Service mobile app, learn about the differences between the offline and online experience and considerations for use. - **[Offline Behaviors in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_offline_behaviors.htm&release=264.0.0&type=5)** See what gets primed and what is available offline with the Field Service mobile app. - **[Offline Priming Frequently Asked Questions for Field Service](https://help.salesforce.com/s/articleView?id=service.mfs_offline_questions.htm&release=264.0.0&type=5)** Review solutions to frequently asked questions about offline priming of the Field Service mobile app. - **[Get Started with Performance Priming for the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.mfs_perf_priming_intro.htm&release=264.0.0&type=5)** Learn about the advanced offline capabilities of Performance Priming for the Field Service mobile app. - **[Maximize Offline Productivity with High-Volume Briefcase for Field Service](https://help.salesforce.com/s/articleView?id=service.mfs_hvb_intro.htm&release=264.0.0&type=5)** Improve data access even with low or no internet connectivity. High-Volume Briefcase supports up to 400,000 records, far surpassing Standard Briefcase capacity. #### See Also - [Field Service Mobile App Limitations](https://help.salesforce.com/s/articleView?id=service.mfs_limits.htm&release=264.0.0&type=5 "Review limitations and considerations for the Field Service mobile app for Android and iOS.") - [Briefcase Builder](https://help.salesforce.com/articleView?id=briefcase_builder_overview.htm&language=en_US) - [Download the Field Service Connected App](https://help.salesforce.com/s/articleView?id=service.mfs_prepare.htm&release=264.0.0&type=5 "Before you configure user access and customize the Field Service mobile app, download the connected app.") <!-- document id=d00298dd45aff419f247a0726f8d1ee63b1162aacc2fc68be33d7336259117d5 url=/admin/current/en-us/service/264-0-0/wfs_mobile_work_with_performance_priming.md --> # Work with Performance Priming in the Field Service Mobile App Equip your workforce with the Field Service mobile app's offline capability so that they can complete tasks regardless of network availability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## What Performance Priming Does for You and Your Mobile Team - Every change that Performance Priming supports syncs at least every 24 hours. Important changes sync about every 5 minutes. This means mobile workers pull a manual sync less often. - A briefcase is the set of records and metadata downloaded for offline work. Performance Priming creates these briefcases for you from the profiles and data you select. - Performance Priming gives mobile workers the capability to take a larger set of records offline, including the related records for the appointment in front of them. - Performance Priming lets you tailor the priming logic to meet your own use cases; prime only the data and metadata your mobile workers need. ## Prerequisites - Performance Priming is available in Winter '26 and later, in production and sandbox orgs. - Use Field Service mobile app version 264 or later from the App Store or Google Play. ## General Considerations - Performance Priming creates briefcases for up to 50 profiles that have the Field Service Mobile license on active users. Include the profiles that do field work. - An auto-generated briefcase primes up to 100,000 records for each user. - An auto-generated briefcase supports up to 1,000 rules. Complex page layouts can stop priming before every related-record level is included. Salesforce notifies admins and shows a warning on the generated briefcase. - Briefcases include up to 2,000 service appointments. - Offline priming runs in the Field Service mobile app. The same offline behavior isn't available in a browser on a phone or a desktop. - The Field Service mobile app doesn't have a reliable way to detect online or offline status, as connectivity can change frequently and mobile signals are often unreliable. Our goal is to make sure that the app functions effectively offline first. - Priming includes the metadata that makes those records usable offline: object and field definitions, page layouts, quick actions, and flow metadata. - During priming, mobile workers can use the device for other work. On iOS, record downloads sometimes start after a short delay. - When many mobile workers simultaneously onboard for an initial or full reprime on Performance Priming, the app may face priming delays. - Each briefcase rule supports up to 75,000 records. To raise that limit, contact Salesforce about a High Volume Briefcase. - An object supports up to 10 fields across filters and relationships in briefcase rules. Each way you slice the work uses one of those fields. For example: - Service appointments the mobile worker owns (Owner ID) - Service appointments in the past 7 days or the next 7 days (scheduled date) - Service appointments in a bundle (related bundle ID) Those three jobs use three fields. Seven fields remain for other filters and relationships on that object. - We prime all lookup relationships up to three levels deep. For example: Consider a user with 10 service appointments, each linked to a parent work order. Each work order has a related list containing 3,000 work order line items. - The 10 service appointments and their 10 corresponding work orders are primed. - For the work order line items, the first 2,000 items from each of the initial 5 work orders are primed. This totals 10,000 records, which meets the overall related list limit. ## Schedule Changes During the Shift Dispatchers change appointments throughout the day. The mobile worker gets a text notification for a new or updated appointment. - If the app is open or in the background, the service appointment primes when the notification arrives. - If the app isn't running, the appointment and its related records prime after the worker opens the app and taps the notification. On iOS, the mobile worker taps the notification to prime it. ## Data Refreshes Workers see two update speeds. Supported changes arrive about every 5 minutes. Everything else that Performance Priming covers arrives at least every 24 hours. A delta sync downloads changes since the last sync, not the full briefcase. ## Change Data Capture - Objects that support Change Data Capture can use the faster delta sync. Objects that don't support it refresh every 24 hours. To see which objects qualify, in Setup, go to **Integrations** and then **Change Data Capture**. An object that isn't listed refreshes on the 24-hour cycle. ## Delta Priming Delays Future appointments and service document templates can take up to 24 hours to enter the briefcase. Performance Priming rechecks existing records every 24 hours. New records are checked right away through Change Data Capture. Example: You prime service appointments up to 7 days ahead. - An appointment 7.1 days out is outside the window, so it isn't primed yet. - At the next daily check, that appointment is 6.1 days out. It matches the filter and is primed. - An appointment can sit inside the window for part of a day before it downloads. For a 2-day window, an appointment is primed when it is 1.1 days away. The same delay applies to **Future Days** in the **Date Picker** and **Days After Current Service Date** in **Field Service Mobile Settings**. Tell dispatchers that a newly in-range appointment can arrive on the next daily check rather than the moment it crosses the window. ## Lists That Stay Stale Until Refresh - Some lists on the device don't redraw when a delta sync finishes. The records are already on the device. The worker updates the list by pulling to refresh, online or offline. Call this out in training so a worker doesn't treat an old list as the current schedule. - Custom tabs and the **Profile Absence** list follow this pattern. - A record deleted in Salesforce can remain on the mobile list until the worker pulls to refresh. - To change a list view that a briefcase rule uses, clone the list view and edit the clone. Then select the clone in **Field Service Mobile Settings**. Edits to the original list view are rejected after Performance Priming is on. ## App Builder List Views - List views from App Builder aren't part of the automatic briefcase. Workers download them with **Sync**. If a team depends on one of these lists in the field, include **Sync** in their start-of-day routine. ## Resource Absences - A new or removed resource absence doesn't update the **Resource Absences** list on the **Profile** tab after delta priming. The worker pulls to refresh before relying on that list for time off. ## Unsupported Objects - Briefcases don't include asset attributes, milestones, or asset types. Mobile workers will need a network connection when the job depends on those records. ## Error Reporting - The app doesn't show an error for each record or metadata item that fails to prime. Before a broad rollout, sign in as a mobile worker and confirm the appointments, work orders, and related records you expect are on the device. <!-- document id=6bda5a99aa44072c035b5fc702f295bb6f766e76c174cde1b27cb4001070f952 url=/admin/current/en-us/service/264-0-0/it_srvcs_cmpl_work_with_policies.md --> # Work with Policies for IT Compliance Manage the end-to-end lifecycle of your internal standards to ensure they are accurate, organized, and audit-ready. Draft policy clauses, map them to regulatory requirements, and preview documents before activating policies. Then, track employee acknowledgments in real time to verify organizational compliance. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Policy Management in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_policy_mgmt_workflow.htm&release=264.0.0&type=5)** Know how an IT Compliance admin turns a NIST regulation into an enforced Acceptable Use Policy by using AI-assisted authoring, Microsoft 365 collaboration, and policy communication campaigns. - **[Manage Policies in IT Compliance App](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_manage_policies_app.htm&release=264.0.0&type=5)** Use the specialized IT Compliance app to centralize your governance documentation and manage the lifecycle of policy and clause records. Monitor record statuses and navigate the relationships between parent policies and underlying requirements to ensure your compliance data remains accurate and audit-ready. - **[Manage Policies in Microsoft 365 for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmpl_manage_policies_o365.htm&release=264.0.0&type=5)** Author and refine policy content using familiar word-processing tools by integrating with Microsoft 365. Use generative AI to draft and refine clauses, collaborate with stakeholders directly in Microsoft Word, and resolve synchronization conflicts to ensure your compliance data remains a single source of truth across both platforms. <!-- document id=3fd9ba98305b8ee0f8fc68321e30c7c3364e67d5f9abcf39dd74e8dc257a7770 url=/admin/current/en-us/service/264-0-0/it_srvcs_wrkvth_predictvmodel_parent.md --> # Work with Predictive Actions for IT Services Use predictive models to automate risk management across the IT environment. Forecast SLA breaches, major incident escalations, change request failures, and configuration item criticality by using real-time data. Identify high-risk records, trigger proactive responses, and use data-driven scores to prioritize tasks and improve service stability. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table> - **[Monitor SLA Breach Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_slabreachcard.htm&release=264.0.0&type=5)** Forecast SLA breach probabilities by using machine learning and real-time data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize urgent tasks, manage critical issues, and improve service reliability. - **[Monitor Major Incident Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_majrincdntcard.htm&release=264.0.0&type=5)** Forecast whether an incident is likely to escalate to a major incident by using machine learning to analyze real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact. - **[Monitor Change Risk Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_changeriskcard.htm&release=264.0.0&type=5)** Forecast the risk of a change request failing by using machine learning to generate a score from 0 through 100. Use these data-driven scores to replace subjective assessments with a consistent process that improves IT stability. - **[Monitor Configuration Item Criticality Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_cicriticality.htm&release=264.0.0&type=5)** Forecast configuration item (CI) business criticality by using machine learning, CMDB dependency, and incident data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize incidents, improve change risk decisions, and focus resources on the most business-critical assets. <!-- document id=c1f24eb047a380e9d719ba32b80bc5929033ab3b5108837c1d18d49f4de87e05 url=/admin/current/en-us/service/264-0-0/it_srvcs_pco_work_with_parent.md --> # Work with Proactive Customer Operations Relate customer cases to the incident that's causing them, review the accounts, contacts, and assets that an incident or planned change affects, and send broadcast communications to keep those customers informed. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table> - **[How Proactive Customer Operations Works](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_how_it_works.htm&release=264.0.0&type=5)** Proactive Customer Operations connects customer service and IT service when customers report a disruption or IT identifies one first. Relate reported cases to the underlying incident, identify other impacted customers, and send updates without waiting for them to contact support. Use the same customer impact and communication workflow for planned changes. - **[Relate a Case to an Incident with the Service Assistant](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_ai.htm&release=264.0.0&type=5)** When a case might stem from a known IT incident, review up to three AI-based incident recommendations from the Service Assistant and relate the case to the correct incident. The Service Assistant shows each recommended incident's criticality, status, service-level agreement (SLA), and owner so you can confirm the relationship. - **[Relate a Case to an Incident Manually](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_manual.htm&release=264.0.0&type=5)** Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case. - **[View Customers Impacted by an Incident or Change Request](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_view_impacted.htm&release=264.0.0&type=5)** Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response. - **[Notify Impacted Customers with a Broadcast Communication](https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_broadcast.htm&release=264.0.0&type=5)** When an incident or change request has impacted accounts and contacts, notify those customers with a broadcast communication so they can receive updates without contacting support. <!-- document id=98d44535d6fc75f05476ad8d4fa3a2327f1c12a1337f8948f4f30b39e368dd64 url=/admin/current/en-us/service/264-0-0/console2_using_intro_records.md --> # Work with Records in the Salesforce Console in Salesforce Classic Working with records in the console is super easy. - **[Add Notes to Records in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_using_log.htm&release=264.0.0&type=5)** The interaction log helps you quickly add notes to records on a console’s primary tabs. - **[Push Notifications in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_push_notifications_view.htm&release=264.0.0&type=5)** Push notifications are visual indicators that appear when a record or field you’re viewing was changed by others. <!-- document id=1e3a67e6e5caa6517bb7d99a24fc8d67e9f296347baf9092b03cdf3d8e0e2e93 url=/admin/current/en-us/service/264-0-0/it_srvcs_grc_work_with_regmgmt.md --> # Work with Regulation Management for IT Compliance Add regulatory authorities, regulations, and clauses, and manage their versions across the regulation lifecycle from draft to retirement. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Regulation Management in IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_regmgmt_workflow.htm&release=264.0.0&type=5)** Follow how a compliance team captures an external framework, such as SOC 2, as structured records, maps each clause to internal policies and controls, and keeps the framework current as the regulatory authority publishes amendments. - **[Create and Manage Regulatory Records for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_create_reg_records.htm&release=264.0.0&type=5)** Add a regulatory authority, the regulations it issues, and the clauses within each regulation to capture external requirements as structured records you can map to internal policies and controls. - **[Manage Regulation Clauses and Regulation Clause Versions for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_grc_manage_reg_clauses.htm&release=264.0.0&type=5)** Map regulation clauses to internal policies and controls, publish and activate clause versions, and manage amendments as regulatory authorities update their requirements. <!-- document id=96aa34e67c5b15c7009166635856c63da91ae06a92ee9aed1e89aded21481bf9 url=/admin/current/en-us/service/264-0-0/it_srvcs_rqst_mgmt_workwith.md --> # Work with Request Management for IT Services Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> Fulfillers and employees can also post ticket comments on a service request to record deliberate updates in a dedicated thread, separate from system-generated feed activity. The steps are the same as for incidents. See [Add Ticket Comments to an Incident](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity."). - **[IT Service Connector Library](https://help.salesforce.com/s/articleView?id=service.it_srvcs_it_request_mgmt_conn_lib.htm&release=264.0.0&type=5)** Review the connectors available for IT Request Management to understand which triggers and actions they support. - **[IT Service Catalog Library](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_catalog_libry.htm&release=264.0.0&type=5)** Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements. - **[Request Management in an IT Services Company](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_example.htm&release=264.0.0&type=5)** Jane, a software engineer, is an employee at Cumulus Bank who uses the employee portal and Slack to get service delivery from her company. This example follows Jane as she uses different service delivery paths to reserve a conference room and upgrade her virtual machine. <!-- document id=7da0d8eb28e0d2ad22dbf41c25635d07d4f681d3636fed03e6097c5ff34f1de5 url=/admin/current/en-us/service/264-0-0/pfs_approved_absences.md --> # Work with Resource Absences To make it easier for you to work with resource absences, create and edit resource absences directly on the Gantt, view overlapping absences scheduled to the same resource, hide unapproved absences on the Gantt and show resource absences on the Classic Dispatch Console map. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21010e76">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">To customize the Field Service managed package:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">Customize Application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">To create resource absences on the Gantt:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">Create Absences from Gantt custom permission</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">To edit the duration of a resource absence on the Gantt:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21010e76 ">Gantt - Enable Adjusting Duration custom permission</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note Resource absence isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization. ## Add Resource Absences on the Gantt Create resource absences for service resources on the Gantt. 1. Click the absence creator icon located above the resource list and enter the absence details. ![Add Absence](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_add_absence_on_gantt.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The maximum duration that you can enter is 336 hours and 59 minutes. If you want the absence to be longer, create it from the Absences related list in the service resource record, use the Adjust Duration action to extend its duration, or edit the duration from the Gantt. 2. Drag the absence to one of the service resources on the Gantt. ## Edit Resource Absences on the Gantt Modify resource absences for service resources on the Gantt with one or more of these options. 1. Double-click a resource absence on the Gantt and then click **Edit** in the Details window to modify its details. ![Edit Absence](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_edit_absence_on_gantt.png) 2. Drag a resource absence on the Gantt from one service resource to another to reassign the absence. 3. Right-click a resource absence on the Gantt and select **Adjust Duration** to extend or shorten its duration. ## View Overlappinng Resource Absences on the Gantt Define the height of overlapping resource absences shown on the Gantt to easily identify resource absences. 1. Click **Dispatch Console Settings**. 2. Select the height in **Absence Overlap Height**. ![Absence Overlap Height](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_absence_overlap_height.png) If you select **Partial**, the overlapping absences appear one on top of the other. If you select **Full**, only one absence is visible and additional absences are hidden behind it. ## Hide Unapproved Absences on the Gantt When approval confirmation is enabled, only approved absences can block a mobile worker’s availability and appear on the Gantt. Unapproved absences aren’t considered in scheduling or shown on the Gantt. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note If the Multiday view is selected, resource absences don't appear on the Gantt. 1. Create an approval process for absences that checks the FSL\_\_Approved\_\_c field. 2. To avoid confusion, approve all existing absences. 3. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 4. Click **Scheduling** | **General Logic** and select **Activate approval confirmation on resource absences**. 5. Save your changes. ## Show Resource Absences on the Map Absences are shown on the Classic Dispatch Console map with a purple icon and the planned route to and from the absence address. If this option isn’t selected, absence length is added to the travel time of adjacent service appointments, which can be confusing for dispatchers. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note A resource absence must be properly geocoded by data integration rules—meaning it needs a latitude and longitude—to appear on the map. 1. From the App Launcher, find and open the **Field Service Admin** app, and then click the **Field Service Settings** tab. 2. Click **Dispatcher Console UI** | **Gantt Configurations** and select **Show absences on resource map**. 3. Save your changes. ![Map](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_absence_map.png) #### See Also - [Create Service Resource Absences for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_absences.htm&release=264.0.0&type=5 "Create resource absences to indicate when a service resource is unavailable to work. During schedule optimization, service resources aren’t assigned to appointments that conflict with their absences. View and manage absences from the Absences related list on service resource records.") - [View a Field Service Resource’s Calendar](https://help.salesforce.com/s/articleView?id=service.pfs_view_calendar.htm&release=264.0.0&type=5 "Resource detail pages include a customizable calendar that shows the resource’s scheduled appointments and absences. The calendar gives dispatchers a snapshot of the resource’s availability, and helps resources stay on top of their schedule.") - [Work Rule Type: Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_service_resource_availability.htm&release=264.0.0&type=5 "Service Resource Availability is an Apex work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process.") - [Service Resource Fields for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_resource_fields.htm&release=264.0.0&type=5 "Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.") <!-- document id=4b6b59068c0f51469bb4a692bb115358433be2f190559941d552231bf99b2d12 url=/admin/current/en-us/service/264-0-0/it_srvcs_setup_work_with_risks.md --> # Work with Risks for IT Compliance Capture, score, and treat the risks facing your IT environment. Build a reusable scenario library so your team logs threats consistently, gather evaluations from the stakeholders who know each risk best, map risks to the controls and policies that protect against them, and assign the treatment plans that drive each one to closure. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Create Risk Scenario for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_scenario.htm&release=264.0.0&type=5)** Build a centralized library of reusable risk templates to ensure consistency across your organization. Creating risk scenarios saves time and standardizes the data when your compliance team registers new vulnerabilities. - **[Register Risks](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risks.htm&release=264.0.0&type=5)** Log vulnerabilities and threats in your IT environment by creating risk records. You can quickly create a risk using a predefined risk scenario, or create a risk directly from the Risks tab in the IT Compliance app. - **[Map Risks to Policy Clauses and Controls for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_map_risks.htm&release=264.0.0&type=5)** Link risks to the policy clauses they could violate and the controls that mitigate them. Mapping policy clauses to risks helps teams track which corporate rules are threatened by each risk, while mapping controls to risks helps teams track how effective your safeguards are. - **[Define and Apply Risk Scope for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_scope.htm&release=264.0.0&type=5)** Define the categories of IT assets, business units, and vendors your team uses to scope risks, and then associate the right scope to each risk record so its impact is grounded in real-world context. - **[Create a Risk Evaluation for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_evaluation.htm&release=264.0.0&type=5)** Assess the severity of a registered risk by creating a risk evaluation. Gather structured feedback from stakeholders on a threat's potential impact and likelihood to automatically calculate your inherent and residual risk scores. - **[Create a Risk Assessment for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_risk_assessment.htm&release=264.0.0&type=5)** Send a structured survey to stakeholders so they can weigh in on a risk's likelihood and impact. The responses drive the evidence-based scoring your team needs to make confident treatment decisions. - **[Risk Treatment for IT Compliance](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_work_with_risks_action_plan.htm&release=264.0.0&type=5)** After a risk is scored, your team picks a strategy for handling it, such as mitigating the threat, accepting it, transferring it to a third party, or avoiding the activity that creates it. Each strategy can be associated with an Action Plan Template that turns the decision into a concrete set of tasks. - **[View the Risk Heat Map](https://help.salesforce.com/s/articleView?id=service.it_srvcs_risk_heat_map.htm&release=264.0.0&type=5)** The risk heat map plots each risk on a likelihood-by-impact grid, giving leaders and compliance managers an at-a-glance view of where the most severe threats sit and which trends to watch. <!-- document id=f08c683d284f0d5c556333844ad2183c9c0377c2c98986696d59c4eaf9c4a352 url=/admin/current/en-us/service/264-0-0/pfs_rule_violation_analytics_work_with.md --> # Work with Rule Violation Analytics for Field Service (Beta) View rule violation information from your Data Model Objects (DMOs) in Data 360 and use Tableau Next to analyze your data and find useful and actionable insights that can drive business success. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d31905e74">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d31905e74 ">To view rule violation information:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d31905e74 ">Data Cloud User</td> </tr> </tbody> </table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ 1. From the App Launcher, find and select **Data Cloud**. 2. In the Data Streams tab, track the data streams of your imported data. The system continuously monitors incoming data and automatically imports new violation events as they occur. See [Data Streams in Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_data_streams.htm&language=en_US). 3. In the Data Explorer tab, track information from your DMOs. See [View Your Data in Data Explorer](https://help.salesforce.com/s/articleView?id=data.c360_a_view_your_data.htm&language=en_US). You can track data for these objects: - Service Schedule Request–includes information related to the manual scheduling operation, such as the operation type, the dispatcher who performed the action, and the relevant scheduling policy. - Service Schedule Request Appointment–includes information related to the service appointments associated with the manual scheduling operation. - Service Schedule Request Assignment–includes information related to the assignment details, such as scheduling times and travel duration, of a service appointment associated with the manual scheduling operation. - Service Schedule Rule Violation–includes information related to the rule violation, such as the violation type and description, associated with the manual scheduling operation. 4. Create comprehensive dashboards in Tableau Next to analyze your data, draw insights, and make data-driven decisions. See [Analyze Data from Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_business_intelligence_analytics.htm&language=en_US). <!-- document id=4e93634f50e47fdbff580f89cadcaaba20e7b957c2e393c4355909ac9f8c179d url=/admin/current/en-us/service/264-0-0/console2_tabs_primary_subtab.md --> # Work with Salesforce Console Primary Tabs and Subtabs in Salesforce Classic Learn how you can get the most out of working with a console’s primary tabs and subtabs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table> **A Console’s Primary Tabs and Subtabs** ![Salesforce console page with a primary tab and subtab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_primary_tabs_subtabs.png) (1) A primary tab is the main item to work on, such as an account. (2) A subtab is a related item on a primary tab, such as an account’s contact. Salesforce doesn't limit the number of tabs you can display. When viewing tabs, ![Unsaved changes on tab icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/dirtyIndicator.png) appears on tabs where you haven't saved changes, except for reports, Visualforce pages, or your Salesforce org’s setup pages. ![Error on tab icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/errorIndicator.png) appears on tabs where you need to fix errors. If your administrator has added external domains to a console’s allowlist, tabs can display pages outside of Salesforce. New tabs don’t appear when you click a custom button or change a record's type, owner, or territory; instead, the current tab goes to the item you selected. You can do a variety of things with tabs from the tab bar by clicking ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and selecting an option, such as closing tabs, refreshing tabs, showing keyboard shortcuts, and more. To rearrange a tab, drag it to a new position along the tab bar. Tabs maintain their status as primary tabs or subtabs, meaning that you can’t move primary tabs to the subtabs bar or vice versa. Rearranging tabs isn’t available for Internet Explorer® 7. If your administrator has turned on multi-monitor components, you can pop out primary tabs from your browser and drag them to any location on your screen to personalize the way you work. Just click ![Select tabs button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Pop out primary tabs**. To return primary tabs to their original browser, click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Pop tabs back into console**. To copy the URL of a console tab and send it to another user, click ![Select tabs button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select ![URL button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_link_tabs.png) next to the tab’s name. If you’re sending the URL to a non-console user, choose to create a standard Salesforce URL from the Link to Share dialog box. Then, press CTRL+C to copy the URL. To add a new tab to your console in which to paste a URL you’ve copied, click ![New tab button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_new_tab_button.png). In the text box, press CTRL+V to paste the URL, then click **Go!**. You can paste a console URL or a standard Salesforce URL into a new tab. To pin a frequently visited primary tab to the tab bar for quick access, click ![Close tabs button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select ![The pin tab icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_2_pin_tab.png). When a tab is pinned, it’s moved to the front of the tab bar and its text is removed to provide more screen space. To unpin a tab, click ![Close tabs button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select ![The unpin tab icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_2_unpin_tab.png). To bookmark a favorite or occasionally visited tab for quick access, click ![The tab drop-down button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select ![The bookmark tab icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_bookmark.png). When a tab is bookmarked, it’s moved to the History component in the footer (formerly named Most Recent Tabs). To remove a bookmarked tab, click ![The tab drop-down button.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select ![The unpin tab icon.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console_bookmarked.png), or click **Remove** next to the tab in the History component. See [View Bookmarks or Recently Used Tabs in a Salesforce Console in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.console2_most_recent.htm&release=264.0.0&type=5 "If set up by your Salesforce admin, you can quickly access any primary tabs that you’ve bookmarked or recently used in a console without having to search Salesforce."). ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_warning.png) Warning If you click **Cancel** on a newly created item that you haven't saved, the item and its tab are deleted and aren’t sent to the Recycle Bin. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_note.png) Note If your Salesforce admin adds [custom console components](https://help.salesforce.com/s/articleView?id=service.console2_components_overview.htm&release=264.0.0&type=5 "Create components to customize, extend, or integrate the Salesforce Console with other systems."), additional functionality might be available for you to work with in the sidebars next to tabs. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/images/icon_tip.png) Tip To reopen the last tab you closed, press SHIFT+C or click ![Save changes button](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-console-264-0-0-production-enus/75c6dd08-020e-4339-beb1-c617dbcf77fb/console/images/console2_mutton.png) and select **Reopen last-closed tab**. You can reopen up to ten closed tabs. <!-- document id=a80b29d15df3beb6cf32f7fa79752c1d945880be1c1f6139cba6bccdc4d81387 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_wrk_with_fulfiler_hub_app.md --> # Work with Salesforce IT Desk for MS Teams Use the Salesforce IT Desk to manage tickets, apply AI-driven insights, and collaborate with experts and other stakeholders in Microsoft Teams. IT teams work more efficiently, with less manual effort and faster issue resolution. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d78387e71">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d78387e71 ">To use Microsoft Teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d78387e71 ">Microsoft Teams for IT Services permission set</td> </tr> </tbody> </table> ## Get Started Before using the Salesforce IT desk in Microsoft Teams app, ‌connect to your Salesforce account. 1. Open **Salesforce IT Desk** in Microsoft Teams. 2. To access the Salesforce IT Desk app, choose one of the following login methods: 1. Click **Single Sign-On**. This is the recommended method for a seamless, secure login experience. 2. Select **Login with URL**. - Enter Salesforce portal URL, and then select **Next**. - In the Salesforce login window, enter your Salesforce username and password, and then select **Log In**. After logging in, you can see the My Tickets view. ## Create and Manage Tickets in Microsoft Teams IT teams use the main ticket view to manage all assigned work in one place. Update a ticket's subject, associations, or record type, run quick actions, and upload files directly from Microsoft Teams. Your changes sync between Microsoft Teams and your org, so everyone sees the latest ticket details. 1. Create a ticket 1. Select the **\+ New** to initiate the ticket creation process. 2. For Subject, enter a brief description of the ticket. 3. Optionally, for Reported By, search for and select the person who reported the ticket. 4. Optionally, for Description, enter details about the ticket. 5. Optionally, to include the location where the ticket occurred, under Geo Location for Problem, enter the latitude and longitude. Latitude must be a decimal number between -90 and 90, and longitude must be a decimal number between -180 and 180. 6. From the Status dropdown list, select the current status of the ticket. The default status is New. 7. From the Priority dropdown list, select the priority level for the ticket. The default priority is Critical. 8. Save your changes. 2. Manage and view tickets. - To switch between queues, use the left-hand menu. You can navigate between different ticket types, such as Incident, Problem, Case, and Change Request. - To view all tickets, remove the default Assigned to me filter. To sort and find tickets, use the available filters to filter the list by any status in the ticket lifecycle (New, In Progress, On Hold, Resolved, Closed) and by every priority level (Critical, High, Medium, Low). - To view ticket details, click the ticket ID. You can perform any of these actions: - To update the subject, click **Subject**, and enter the new subject. - To add an association, click **Add Association**, and select a record. - To change the record type, click **Choose Record Type**, select a type, and click **Refresh**. The updated record type appears in both Microsoft Teams and your org. - To perform a quick action on a ticket, select one of the available options: Promote to Major Incident, Demote from Major Incident, Clone, or Upload File. - To upload a file, select **Upload File** from the quick actions menu, and select a file. - To see your latest changes, click **Refresh**. - To view a tab on the ticket detail page, click a tab, such as Feed, Details, Related, Associations, Results, or Comments. ## Use Agentforce to Resolve Issues Quickly IT teams can use Agentforce in Microsoft Teams as a built-in AI assistant to perform tasks such as summarization, investigation, and resolution. This AI tool provides insights that help IT teams make data-driven decisions and resolve issues quickly to improve service quality. 1. Select the **Ask Agentforce** tab. 2. Select an available agent. 3. In the chat window, type question or keyword. For example, blue screen error. The agent processes the request and provides a response. Ask follow-up questions or close the chat to start a new session. 4. Use the feedback icons to provide feedback on the suggested information. ## Swarm on Issues to Resolve Quickly Swarming helps IT teams to collaborate effectively on complex incidents by creating a dedicated Teams channel. The swarming channel brings experts together from various domains to share knowledge, discuss issues, and resolve incidents quickly. IT teams use swarming to tap into the collective expertise of their team members, reducing the time and effort required to resolve complex issues. 1. To swarm from Microsoft Teams: 1. From the ticket details panel, select **Begin Swarming**. 2. From the Begin Swarming window, select a Team, and then select **Next**. 3. Choose to use an existing channel or select **New** to create a new channel. 4. For a new channel, provide a Team Name, Description, and set its privacy to Private or Public. 5. Add swarm members from a list of Salesforce users or proceed without adding members at this time. 6. In the Invite Other Users to Join the Swarm dialog, search for and select the users you want to invite, then click **Next** to send a swarm request to the selected individuals. 7. Select **Next** to create the swarm. 2. To swarm from IT Service console. 1. From the App Launcher go to the Agentic IT Service Desk App. 2. Select the **Incidents** tab, and open an incident record. You can also swarm on problem and change request records. 3. Select **Begin Swarming** on the Incident record page. 4. Select a **Team**. 5. Choose an existing Microsoft Teams channel or create a **New** channel. 6. Add members to invite to the swarm. 7. Enter a description for the swarm request. 8. The system creates the collaboration channel in Microsoft Teams. 9. IT teams track the conversation and other details from the **Swarm Conversations** component on the incident record page. ## Manage Configuration Items in Microsoft Teams View and manage infrastructure data directly within Microsoft Teams. IT teams reduce context switching, accelerate impact analysis, and resolve issues faster by viewing detailed configuration item (CI) attributes, interactive service maps, and real-time alerts in Microsoft Teams. 1. Access the CI Hub. 1. Go to the Salesforce IT Desk app within Microsoft Teams. 2. Select **CI Hub** tab from the application menu. The page displays a list of all configuration items available in the organization. 2. Filter configuration items. 1. In the list view header, select **Filter**. 2. Use filters to narrow the list of configuration items based on ownership or status. - To view only your configuration items, select **My Configuration Items**. - From the status list, select one or more statuses, such as **New**, **Active**, or **Installed**. 3. Select **Apply**. 3. View configuration item details. 1. In the list view, select the name of the configuration item to open the record. A details panel appears on the right. 2. In the panel, select **Details** tab to view attributes, such as Asset Tag, Serial Number, and OS Version. 4. Access configuration items from Incidents, Problems, and Change Requests. 1. In the Microsoft Teams application, open an Incident, Problem, or Change Request record. 2. Go to the **Related Lists** section. 3. Find the Affected CIs or Impacted CIs list. 4. Select **View Details** to open the record and the service map. 5. Select service map tab to view upstream and downstream dependencies. 1. In the Details panel of a configuration item, select **View Service Map**. The Service Map opens and displays a visual graph of the configuration item (CI) and its upstream and downstream dependencies. 2. Select a node in the graph to view its details. The functionality is the same as the Service Graph in Salesforce. ## Manage Approvals in Microsoft Teams Managers can process requests in Microsoft Teams by using the Approvals section. They can view assigned requests and submit decisions in their collaboration environment to maintain workflow momentum without switching applications. 1. Go to the Salesforce IT Service app in Microsoft Teams. 2. Select **Approvals**. A list of assigned approval requests displays. 3. Find a request with an Assigned status. For example, i Phone 15. 4. Select **Request** to view the details. 5. From the action menu, select **Approve** or **Reject**. 6. Enter comments in the dialog box. 7. Select **Submit**. ## Customize Fields in Salesforce IT Desk List Views Customize shown in Salesforce IT Desk list views, such as Problems, Incidents, and Change Requests, so that IT teams see only the information that matters most. Use Hide fields for a quick, temporary view that's visible only to you, showing or hiding columns without changing the saved order. Use Select fields (the gear icon next to Filters) to add, remove, or reorder columns for the list view. 1. Hide and show fields. Hide fields you don't need in a Salesforce IT Desk list view, or show them again, without changing the saved column order. 1. From a list view, such as Problems, Incidents, or Change Requests, click **Hide Fields**. 2. To hide a field from the list view, select it. The field is removed from the view, but its position in the column order is preserved. 3. To show all hidden fields again, click **Unhide all**. 2. Customize fields. 1. In Salesforce IT Desk, open the list view that you want to customize. 2. Click **Select fields to display** (the gear icon next to Filters). 3. In the Configure Fields window, add, remove, or reorder columns. - To add a column, select a field in Available Fields, and click the right arrow to move it to Visible Fields. The field is added to the bottom of the list. - To remove a column, select a field in Visible Fields, and click the left arrow to move it to Available Fields. - To change the column order, select a field in Visible Fields, and click the up and down arrows. 4. Save your changes. The list view refreshes and shows your updated columns in the order that you set. <!-- document id=81478a59c4db9b0bc2e09a6c962936719b2a5b0cd417975165ce8a0879922c99 url=/admin/current/en-us/service/264-0-0/it_srvcs_msteams_wrk_with_employe_srvcs_hub_app.md --> # Work with Salesforce IT Service MS Teams App Employees can use the Salesforce IT Service to manage IT requests directly in Microsoft Teams. Employees can create incidents and request items from the service catalog. They can resolve issues using Agentforce AI assistance or by accessing enablement programs directly in the app. The integration also provides actionable notifications for ticket updates and approvals. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d46163e72">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">To use Microsoft Teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">Microsoft Teams for IT Services permission set</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">To view assets and report issues in Microsoft Teams:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46163e72 ">Unified Employee Profile</td> </tr> </tbody> </table> ## Get Started Before using the Salesforce IT services in Microsoft Teams app, ‌connect to your Salesforce account. 1. Open **Salesforce IT Service** in Microsoft Teams. 2. To access the Salesforce IT Service app, choose one of the following login methods: 1. Click **Single Sign-On**. This is the recommended method for a seamless, secure login experience. 2. Select **Login with URL**. - Enter Salesforce portal URL, and then select **Next**. - In the Salesforce login window, enter your Salesforce username and password, and then select **Log In**. After logging in, you can see the My Tickets view. ## Create and Manage Tickets in Microsoft Teams Employees can submit a ticket to report a technical problem, request new hardware, or open an HR case so that the right team can help you. 1. Create a ticket. 1. From the Tickets tab, click **\+ New**. 2. In the Get help dialog, under Select Ticket Type, select the type of ticket that you want to create. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><td class="slds-cell-wrap">Report a technical problem</td><td class="slds-cell-wrap">Report an incident, such as a VPN connection failure or another technical issue.</td></tr><tr class=""><td class="slds-cell-wrap">Submit a service request for new hardware</td><td class="slds-cell-wrap">Request new or replacement hardware, such as a keyboard.</td></tr><tr class=""><td class="slds-cell-wrap">Submit a HR case</td><td class="slds-cell-wrap">Open a case with HR, such as an onboarding issue.</td></tr></tbody></table> 3. Select **Next**. 4. Describe the issue. The label of this field depends on the ticket type that you selected. - Incident Description: For a technical problem. - Service Request Description: For a hardware request. - Case Description: For an HR case. 5. For Who has this issue?, search for and select the affected person. 6. If you're submitting an HR case and the issue is sensitive, select **Confidential case**. 7. For How urgent is this?, select the urgency level that best describes the issue. 8. Click **Next**. Your ticket is created and appears on the Tickets tab with a status of New. 2. Manage and view tickets - To view a list of all the tickets that you created, click the **My Tickets** tab. The tab shows columns for details such as Ticket Number, Subject, Priority, Status, and Last Update. - To view ticket details, click the ticket ID. A side panel opens with detailed information about the ticket, including all associated comments. - To find specific tickets, use filters to narrow the list by status or priority, or use the search field to find tickets related to a specific keyword. You can filter the ticket list by any status in the ticket lifecycle (New, In Progress, On Hold, Resolved, Closed) and by every priority level (Critical, High, Medium, Low). ## Request Services and Products Use the Service Catalog tab to request specific services or products, such as VPN access or a new laptop. This is a central hub for browsing hardware, software, and other services from a catalog. 1. Select the **Service Catalog** tab. 2. Select a catalog. 3. Select a service or product. Use the Search bar or select a category from navigation panel to find relevant items. 4. Find the service and select **Request**. - Based on the type of item, select **Request** fro a service or **Add to Order**. 5. The Service Request form displays. Fill in the required details. 6. Select **Next**. The request is successfully created as a ticket. 7. Select **Finish**. View the new request on the My Tickets tab. ## Ask AI for Help This is the conversation panel where employees can use AI agents to troubleshoot issues, get updates, and create tickets directly. 1. Select **Connect to Agentforce**. 2. In the pop-up window, enter **Salesforce portal URL**, and then select **Next**. 3. Enter Salesforce user name and password, and then select **Log In**. After login, the Microsoft Teams shows the Ask Agentforce tab. Use this tab to chat with an AI assistant and get help with IT issues. ## Manage IT Tickets Efficiently with Actionable Notifications Employees can respond to IT ticket notifications within Microsoft Teams. This streamlined process helps employees view updates and take action without leaving their workspace. 1. Go to the Salesforce IT Service app in Microsoft Teams. 2. Select **My Tickets** tab. 3. Select **\+ New** to create a ticket. 4. In the Create New Ticket window, follow these steps: - Select a ticket type. For example, IT Help. - Select **Next**. - Enter a subject of the ticket. For example, VPN Failure. - Select an incident owner. - Enter a description of an incident. - Select a status. For example, New. - Save your changes. 5. Go to the Chat tab in Teams. The bot displays a notification card to confirm that the incident was created. 6. Select **View** incident link on the adaptive card. Incident details open in Microsoft Teams for review. ## Track Training Progress with Employee Enablement Employees can monitor training and onboarding progress in Microsoft Teams by using Employee Enablement. This view helps them track completion dates and action items for enrolled programs. 1. Go to the Salesforce IT Service app in Microsoft Teams. 2. Select the **Employee Enablement** tab. 3. View the list of enrolled programs. 4. To view details, select a program. For example, Sales Readiness and Onboarding. Progress percentages, completion dates, and specific action items display in the details pane. ## Resolve Complex Issues by Transferring Agentforce Conversations to IT Teams Employees can transfer complex chat sessions from an AI bot to the IT team in Microsoft Teams by using Agentforce. This process helps them receive personalized support by connecting them with IT team who can view the conversation history and provide immediate assistance. 1. Go to the Salesforce IT Service app in Microsoft Teams. 2. Select **Ask Agentforce**. 3. Enter a query in the chat. For example, I am facing VPN issues. The bot attempts to assist. If it can't resolve the issue, it initiates a hand off sequence. 4. Open the Salesforce service console. 5. In the Omni-Channel utility, accept the new chat request. 6. Return to Microsoft Teams. The employee receives the message in the same chat window and can reply to the IT team. ## View and Manage Your IT Assets in Microsoft Teams Employees can view assigned assets in Microsoft Teams by using the My Assets tab in the Salesforce IT Service app. The workflow helps employees report asset issues directly from Teams after administrators assign assets to employees in Salesforce. 1. Go to the Salesforce IT Service app in Microsoft Teams. 2. Select **My Assets**. The My Assets tab lists assets assigned to you, sorted by assigned date. Each card shows the asset name, serial number, assigned date, and status. If no assets are assigned, the page shows a message indicating that no assets are assigned yet. 3. From the My Assets tab, locate the asset you want to report an issue for and select **Report Issue**. 4. In the Get Help dialog, under Select Ticket Type, select the option that best describes your issue. - **Submit a HR case** - **Report a technical problem** - **Submit a service request for new hardware** 5. Select **Next**. 6. In the Incident Description field, describe the issue with the asset. 7. In the Who has this issue? field, confirm or update the name of the affected employee. 8. In the How urgent is this? field, select the urgency level of the issue. 9. Select **Next** to submit the ticket. 10. Go to **My Tickets** tab to track progress. The ticket appears with a status of New. <!-- document id=3c69542315cd8db71d24b1772b90dcbce88948caa5f27035e399d0f4e6f7aa7a url=/admin/current/en-us/service/264-0-0/sp_component_usage.md --> # Work with Service Assistant Learn how service reps work with guidance plans and dynamic plans in the Service Assistant component. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Service Assistant component guides service reps through resolving a record with a service plan. The type of plan determines how reps work with it. - Dynamic plans provide a step-by-step conversational workflow where steps are created and updated in real time based on the current record data. Dynamic plans supported for Case, Messaging, and Voice and - Guidance plans provide a static checklist of steps that doesn't update automatically. Guidance plans are only supported for Case and are best suited for cases with stable, predictable resolution workflows where the steps are consistent for most cases. These articles describe the operational behavior of Service Assistant based on the plan type. They show how it uses the record data and your grounding sources to proivde reps resolution guidance and how to work with Service Assitant. Your workflows can vary, but these topics describe the general behavior of the component, how reps use it, and what they can expect. - **[Working with Guidance Plans](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5)** Learn how service reps work with guidance service plans for case. - **[Work with Dynamic Plans in Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_dp.htm&release=264.0.0&type=5)** Learn how service reps work with dynamic service plans for case, messaging, and voice. #### See Also - [_Salesforce Help_: Agent, Component, and Capabilities](https://help.salesforce.com/s/articleView?id=service.sp_plan_ui_capbilites.htm&language=en_US) - [_Salesforce Help_: Service Plans](https://help.salesforce.com/s/articleView?id=service.sp_plans.htm&language=en_US) <!-- document id=df334b2b35b383e11ca837cb47159e54c409ddafe14c65ce07fb60e63156e13b url=/admin/current/en-us/service/264-0-0/it_srvcs_use_srvs_astnt_incdnts.md --> # Work with Service Assistant for IT Incident Resolution Use Service Assistant to resolve incidents quickly with AI-generated, step-by-step service plans. These plans improve team collaboration by incorporating new information when the incident is updated. These plans use a built-in feedback loop to continuously improve over time. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> With Service Assistant, you can perform these tasks. ## Summarize the Incident The Service Assistant automatically summarizes new incidents, giving fulfillers a quick overview. Fulfillers read this summary in the Service Assistant component and provide feedback to rate its helpfulness. ## Draft a Service Plan Generate a step-by-step service plan to resolve an incident. The service plan organizes steps into logical stages, such as Gather Information, Work the Incident, and Resolve the Incident. This organization gives you clear guidance to execute each task and mark it as complete. Your progress is automatically saved. Collaborate with the team on incidents and regularly synchronize the plan to make sure all fulfillers see the latest progress and stay aligned. ## Redraft a Service Plan Redraft a service plan when new critical information is added to an incident before any steps are marked as complete. Initiate a redraft to receive a revised plan based on the latest incident details. You can't access the previous version of the plan after a new plan is generated. ## Close a Service Plan Close a service plan after completing all the steps. The closed plan becomes a read-only record. After closing the plan, provide feedback to rate its accuracy and helpfulness. Closing a plan doesn’t close the incident. Conversely, closing an incident doesn’t close the plan. ## Reopen the Closed Service Plan Reopen a closed service plan to make it editable. Reopening a service plan allows your team to add new steps, make changes, or continue working on the plan if the incident requires further action. ## Manage Service Plan Errors and Notifications - If the Service Assistant agent is deactivated in Setup, an error message prevents fulfillers from drafting or revising plans. - If the incident is closed while a service plan is in progress, the fulfillers receive a notification that the incident is closed. The service plan remains in an active state on the incident. <!-- document id=5b5d6c82b48dcc9bda5967882669e97950b9a47d24f6014d61a16e10d4a3c295 url=/admin/current/en-us/service/264-0-0/service_contracts_overview.md --> # Work with Service Contracts Service contracts are an advanced entitlement feature that help you track your customer support agreements. Learn how to create and manage service contracts. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Use service contracts if: - You want to define specific service levels for your customers, such as subscriptions and service level agreements. - Your customers’ entitlements are renewed at the contract level. In other words, your business processes allow you to create an entitlement for a customer only if they have an active service contract. View and manage service contracts in Salesforce from the Service Contracts tab. Depending on how service contracts are set up, you can also use the Service Contracts related list on accounts and contacts. - **[Guidelines for Working with Service Contracts](https://help.salesforce.com/s/articleView?id=service.service_contracts_creating.htm&release=264.0.0&type=5)** Service contracts are agreements between you and your customers for a type of customer support. Learn how to perform basic actions on service contracts. - **[Service Contract Fields](https://help.salesforce.com/s/articleView?id=service.service_contracts_fields.htm&release=264.0.0&type=5)** Service contracts have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings. #### See Also - [Set Up Service Contracts](https://help.salesforce.com/s/articleView?id=service.entitlements_setting_up_service_contracts.htm&release=264.0.0&type=5 "Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).") <!-- document id=f2fd3cd983f5562efb80afb22420ad9b04890aae9c177023f8b468decafcbb02 url=/admin/current/en-us/service/264-0-0/sla_milestones_overview.md --> # Work with SLA Milestones SLA Milestones help you give your customers a consistent support experience within customer-promised or business-defined time thresholds. Learn about milestone status, actions, and recurrence types. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> When working with milestones, keeping track of everything is key to success. Here are a few ways you can track all records that have milestones in your org. - To view work orders with milestones, create a work order report using the Object Milestones custom report type. - To view cases with milestones, create a case report using the Cases with Milestones custom report type. - Create list views that filter on milestone fields. Let’s get started! - **[Where Can I View SLA Milestones?](https://help.salesforce.com/s/articleView?id=service.sla_milestones_app_visibility.htm&release=264.0.0&type=5)** Your settings and configurations for SLA management determine where you and your support reps can view milestones. - **[Milestone Statuses](https://help.salesforce.com/s/articleView?id=service.sla_milestones_statuses.htm&release=264.0.0&type=5)** Milestones on support records display one of three statuses. - **[Milestone Actions](https://help.salesforce.com/s/articleView?id=service.sla_milestones_actions_overview.htm&release=264.0.0&type=5)** Milestone actions are time-dependent workflow actions that occur on milestones in an SLA policy. Actions can be added to milestones after the milestone is added to an SLA policy. - **[Milestone Recurrence Types](https://help.salesforce.com/s/articleView?id=service.sla_milestone_sequential_recurrence.htm&release=264.0.0&type=5)** When you create a milestone type, you must choose its recurrence type. Learn what each recurrence type means and when to use it. - **[Milestones: Supported Objects](https://help.salesforce.com/s/articleView?id=service.sla_milestones_supported_objects.htm&release=264.0.0&type=5)** Milestones represent required support steps that your team must complete to resolve a customer issue. Find out where you can use milestones in Salesforce. - **[Milestone Stop and Resume Behavior](https://help.salesforce.com/s/articleView?id=service.sla_milestones_timer_behavior.htm&release=264.0.0&type=5)** Learn how to start and resume milestones and how milestones work within an SLA policy. - **[Pause Individual Milestone on Records](https://help.salesforce.com/s/articleView?id=service.sla_pause_individual_milestone.htm&release=264.0.0&type=5)** Pause an SLA milestone on work orders, incidents, problems, and change requests when an action is out of the service rep’s control. The milestone timer stops when the milestone is paused, and the target date is reevaluated when the service rep unpauses it. This feature provides better visibility into delays and ensures accurate reporting. You can only pause active milestones. - **[Automatically Pause Record Milestones Based on Predefined Rules](https://help.salesforce.com/s/articleView?id=service.sla_rule_based_milestone_pause.htm&release=264.0.0&type=5)** Set rules to automatically pause an SLA milestone on cases, work orders, incidents, problems, and change requests when the defined conditions are met. This feature helps when an action is outside the service rep’s control. For example, admins can define rules to pause a milestone when the case status is “Waiting for Information.” The milestone timer stops during the pause and resumes when the conditions change. The target date is reevaluated when the milestone unpauses. As a best practise, do not set the milestone pause criteria based on the Status field or other fields that evaluate the active criteria. - **[Set Up Agentic Milestones for Cases (Beta)](https://help.salesforce.com/s/articleView?id=service.sla_agentic_milestones_for_cases_beta.htm&release=264.0.0&type=5)** Automate routine service communications like first responses and status updates on cases with Agentic Milestones to make sure that your team never misses an SLA. This feature uses an AI agent to handle tasks like drafting contextual first responses and sending periodic email updates to the customer. Based on pre-defined rules, the agent also marks milestones as complete without any manual intervention by service reps. Agentic Milestones are available only with the Simplified SLA Setup. <!-- document id=944938d99c81bc76f1c29924624e6761779ea195e0be404a448e541d1dcafbed url=/admin/current/en-us/service/264-0-0/sla_policy_overview.md --> # Work with SLA Policies SLA policies help you provide a consistent level of support to your customers. Learn how SLA policies work and how to update them. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> You can create up to 1,000 SLA policies total, with up to 10 milestones per policy. If your org was created before Summer ’13, its maximum SLA policy can be lower. Contact Salesforce to increase it. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you’re using SLA policy, manage customers’ work orders and cases on separate entitlements. This is because an SLA policy only runs on records that match its type. For example, when a Case SLA policy is applied to an entitlement, the process only runs on cases associated with the entitlement. If a work order is also associated with the entitlement, the process won’t run on the work order. To view or cancel active SLA policies, from Setup, enter SLA Policies in the Quick Find box, then select **SLA Policies**. You can also use the SLA policy queue to view or cancel active SLA policy actions. (SLA policy monitoring isn’t available in Professional Edition orgs.) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important All users, even those without the “View Setup and Configuration” user permission, can view SLA Policies via the API. - **[How a Record Moves Through an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_policy_cases.htm&release=264.0.0&type=5)** When an SLA policy is applied to an entitlement, the SLA policy runs on all support records linked to the entitlement. Learn how support records like cases and work orders move through an SLA policy. - **[How Business Hours Work in SLA Management](https://help.salesforce.com/s/articleView?id=service.sla_policy_business_hours.htm&release=264.0.0&type=5)** When a support record is linked to an entitlement, the record, its milestones, its SLA policy, and the entitlement itself can each use different business hours. Learn how Salesforce approaches business hours in these situations. - **[Updating an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_versioning_overview.htm&release=264.0.0&type=5)** Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. - **[Create a Version of an SLA Policy](https://help.salesforce.com/s/articleView?id=service.sla_creating_new_version.htm&release=264.0.0&type=5)** Entitlement versioning lets you create multiple versions of an SLA policy, even if it’s assigned to active entitlements and support records. You can use multiple versions of an SLA policy at the same time in your Salesforce org. - **[Set Up Agentforce SLA Summaries](https://help.salesforce.com/s/articleView?id=service.sla_agentforce_sla_summary.htm&release=264.0.0&type=5)** Agentforce SLA Summary gives you complete visibility into SLA performance. Track SLA breaches and trends, milestone performance, service reps’ workload and efficiency, and potential risk indicators. This feature helps you monitor average response and resolution times against SLA targets and quickly identify records at risk of missing an SLA. - **[Set Up Predictive Risk Scoring for Cases](https://help.salesforce.com/s/articleView?id=service.sla_predictive_risk_scoring_for_cases.htm&release=264.0.0&type=5)** Minimize SLA breaches by using machine learning to predict which cases are likely to breach their SLAs. View real-time risk scores and key contributing factors directly on the case record to take action before a violation occurs. The SLA Breach Prediction feature uses machine learning to analyze case data, such as priority, status, and history to forecast the likelihood of a case missing its SLA deadline. It provides a real-time risk score and identifies the top three factors influencing that score, allowing teams to proactively manage cases. <!-- document id=7d1a0cc9929be37895667b8ba4d074cb66fbb6041bb00128482ec3c3b73d3925 url=/admin/current/en-us/service/264-0-0/it_srvcs_slack_work_with_slack.md --> # Work with Slack for IT Services Empower your IT team and employees to work smarter and faster directly within Slack. By unifying your IT service data and workflows in your primary collaboration tool, reduce friction, eliminate context switching, and provide a single source of truth for all your service operations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Request Knowledge in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_knwldg.htm&release=264.0.0&type=5)** Resolve common issues instantly by allowing employees to use Agentforce in Slack. When encountering an issue or for general queries, employees can request knowledge and receive immediate, on-demand assistance without human interference. - **[Report Issues in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_report_issues.htm&release=264.0.0&type=5)** Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command. - **[Receive Notifications in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_receive_ntfctns.htm&release=264.0.0&type=5)** Keep employees and fulfillers informed about their IT tickets in real time without ever leaving their workflow. By receiving proactive updates directly in Slack, both employees and fulfillers are kept in the loop, ensuring a smooth, transparent support experience for everyone. - **[Request Catalog Items in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_rqst_catalog_items.htm&release=264.0.0&type=5)** Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need. - **[View Tickets in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_view_tickets.htm&release=264.0.0&type=5)** Fulfillers can now view and manage tickets directly within Slack, enabling them to work and collaborate without the friction of constant context switching. They can perform key actions and manage the entire ticket lifecycle from a single, unified workspace. - **[Triage IT Issues with Agentforce in Slack](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_agentforce_for_slack.htm&release=264.0.0&type=5)** Automate the most repetitive parts of ticket management so that fulfillers can focus on what matters. With Agentforce IT Service, fulfillers can triage new tickets directly in Slack, achieving a faster and more efficient workflow. - **[Swarm on Incidents in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_swarm.htm&release=264.0.0&type=5)** Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving. - **[Salesforce Channels in Slack for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_sf_channels.htm&release=264.0.0&type=5)** By creating a dedicated Salesforce channel in Slack, you can ensure that every team member has a single source of truth for a ticket's formal data and the informal discussion around it. <!-- document id=8ff5f7cdad9b42bf47fc447a475cc8568fa749bf6f8dfb19a8f2a336e2f19a2e url=/admin/current/en-us/service/264-0-0/it_srvcs_sla_milestones_working.md --> # Work with SLAs and Milestones for IT Services Work with service-level agreements (SLAs) and milestones to define, track, and enforce service delivery standards for your IT teams. Use predefined SLA policies for common IT service requests or create your own custom policies. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table> - **[Predefined SLA Policies for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predefined_sla_parent.htm&release=264.0.0&type=5)** Predefined service-level agreement (SLA) policies for incidents, problems, and change requests are included with IT services to facilitate your service management processes. These policies streamline your setup, ensuring consistent service levels without the need for extensive configuration from scratch. - **[SLA Lifecycle in an IT Services Organization (Example)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sla_example.htm&release=264.0.0&type=5)** This example shows how an IT admin at Cumulus Bank uses SLA Management to make sure that incidents, problems, and change requests are handled efficiently and according to service-level agreements (SLAs). <!-- document id=1125a38d28f8c227e43fcc8460cd61dde78d5ef11bb0093e0f1b8b0c5cf889ef url=/admin/current/en-us/service/264-0-0/sol_parent_agent.md --> # Work with Solutions Use solutions to provide detailed descriptions and resolutions of customer issues. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - **[Search for Solutions](https://help.salesforce.com/s/articleView?id=service.sol_search.htm&release=264.0.0&type=5)** You can find solutions from the Cases Tab, the Solutions Tab, using Global Search, and custom list views in Salesforce Classic - **[Display and Select Solutions](https://help.salesforce.com/s/articleView?id=service.sol_display.htm&release=264.0.0&type=5)** Solution managers, administrators, and users with the appropriate permissions can create, review, and categorize solutions. - **[View Solution Lists](https://help.salesforce.com/s/articleView?id=service.sol_view.htm&release=264.0.0&type=5)** The Solutions list page displays a list of solutions in your current view. - **[Create Solutions](https://help.salesforce.com/s/articleView?id=service.creating_solutions.htm&release=264.0.0&type=5)** You can create a solution from the sidebar or Solutions tab and while closing a case. - **[Reviewing Solutions](https://help.salesforce.com/s/articleView?id=service.reviewing_solutions.htm&release=264.0.0&type=5)** Solution managers, administrators, and users with the “Edit” permission on solutions can review existing solutions. - **[Delete Solutions](https://help.salesforce.com/s/articleView?id=service.sol_del.htm&release=264.0.0&type=5)** When you delete a solution, all related history and attachments are also deleted. - **[Categorize Solutions](https://help.salesforce.com/s/articleView?id=service.sol_category.htm&release=264.0.0&type=5)** Use solution categories to group similar solutions together. Each solution can belong to more than one category. - **[Set Multilingual Solution Statuses](https://help.salesforce.com/s/articleView?id=service.sol_translate_status.htm&release=264.0.0&type=5)** After you modify a master solution, you can adjust the statuses of each translated solution associated with it and notify users to update those translations. - **[Solutions Home](https://help.salesforce.com/s/articleView?id=service.sol_home.htm&release=264.0.0&type=5)** Click the Solutions tab to display the solutions home page. - **[Solution History](https://help.salesforce.com/s/articleView?id=service.solution_history.htm&release=264.0.0&type=5)** The Solution History related list of a solution detail page tracks changes to the solution. - **[Solution Fields](https://help.salesforce.com/s/articleView?id=service.sol_fields.htm&release=264.0.0&type=5)** An alphabetical list of solution fields. - **[Solutions FAQ](https://help.salesforce.com/s/articleView?id=service.faq_solutions.htm&release=264.0.0&type=5)** Find answers to frequently asked questions about solutions. <!-- document id=d88c119170b81359c1f4252e86b607d2338d9126ef1ae274daf1ceedc1ccda88 url=/admin/current/en-us/service/264-0-0/mfs_builder_tabs.md --> # Work with Tabs in the Field Service Mobile App Builder Choose tab types and their placement, and add other customizations to create workflows optimized for your mobile app users. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Field Service core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">To access the Field Service mobile app, users need the Field Service Mobile user license.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d86124e80">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86124e80 ">For admins to create and manage email templates and content in a builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86124e80 ">Customize application</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86124e80 ">For admins to create and manage email templates and content in a builder:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86124e80 ">Content Builder Access </td> </tr> </tbody> </table> - **[Assign a Native Field Service Page to a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Improve workflows for your users by creating tabs for frequently accessed information. - **[Assign a List View Page to a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Create tabs containing list views so your users can easily see what’s needed to get the job done. - **[Change the Icon for a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Style your tabs so users know the tabs’ function at a glance. - **[Assign a Lightning Web Component (LWC) Page to a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Extend tab functionality with Lightning web components. - **[Assign a Lightning Web Component with Attributes to a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Add a Lightning Web Component (LWC) that contains attributes as a tab. - **[Reorder Tabs](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Change tab order to work efficiently for your users. - **[Delete a Tab](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** Delete tabs that aren't needed. - **[Set Up Content Libraries](https://help.salesforce.com/s/articleView?id=service.mfs_builder_tabs.htm&release=264.0.0&type=5)** To organize files related to Field Service objects, create content libraries. ## Assign a Native Field Service Page to a Tab Improve workflows for your users by creating tabs for frequently accessed information. 1. In the Component palette, pick a page (**Content Libraries**, **Inventory**, **Notifications**, **Schedule**, or **Time Sheets**) and drag it to the canvas. 2. If you want to move the tab to a different location, drag the move icon (![Move icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/directional.png)) to the new location. 3. Select a filter to set the default list view for the tab. This filter is the list view mobile workers see when they first open on the tab. Apply up to three filters for Time Sheets to assign list views for offline priming. 4. Name the tab in the Tab Label field. 5. In the status bar, click **Save**. ## Assign a List View Page to a Tab Create tabs containing list views so your users can easily see what’s needed to get the job done. 1. In the Component palette, drag **List View** to the canvas. 2. In the Properties pane, select which object you want to create a list from. 3. If it’s allowed for the object type, choose how to filter the list. 4. Name the tab in the Tab Label field. 5. In the status bar, click **Save**. ## Change the Icon for a Tab Style your tabs so users know the tabs’ function at a glance. 1. To change the icon, in the canvas, click the tab whose icon you want to change. 2. Click the **X** next to the current icon, and then click **Select Icon**. 3. Choose an icon and click **Select**. 4. Click **Save**. 5. In the status bar, click **Save**. ## Assign a Lightning Web Component (LWC) Page to a Tab Extend tab functionality with Lightning web components. 1. In the Component palette, drag **Lightning Web Component (LWC)** to the canvas. 2. Select which LWC Page for the tab to navigate to. The list is based on which global quick actions you created 3. Name the tab in the Tab Label field. 4. To change the icon, click the **X** next to the current icon, and then click **Select Icon**. 5. Choose an icon and click **Select**. 6. In the status bar, click **Save**. ## Assign a Lightning Web Component with Attributes to a Tab Add a Lightning Web Component (LWC) that contains attributes as a tab. 1. In the Component palette, drag **LWC Attributes** to the canvas. 2. Select an LWC with attributes in the properties pane. The component and attributes must have the Experience Container Salesforce Field Service (ECSFS) target type. 3. Name the tab in the Tab Label field. 4. To change the icon, click the **X** next to the current icon, and then click **Select Icon**. 5. Choose an icon and click **Select**. 6. In the status bar, click **Save**. #### See Also - [Lightning Web Components Developer Guide: XML Configuration File Elements](https://developer.salesforce.com/docs/platform/lwc/guide/reference-configuration-tags.html) ## Reorder Tabs Change tab order to work efficiently for your users. 1. In the canvas, hover over the tab you want to move. 2. In the menu that appears, drag the move icon (![Move icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/directional.png)) to the new location in the preview. Changing the order of the tabs can change which tabs are moved onto the More page. ## Delete a Tab Delete tabs that aren't needed. 1. In the canvas, hover over the tab you want to delete. 2. In the menu that appears, click the delete icon (![Delete icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/delete.png)). 3. Click **Delete** to confirm. ## Set Up Content Libraries To organize files related to Field Service objects, create content libraries. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To use the content libraries feature on the Field Service mobile app, you must create custom content libraries. The default Asset Library folder doesn’t work with content libraries. If you try to open Asset Library on the Field Service mobile app, you receive an error message on both Android and iOS. 1. From Setup, in the Quick Find box, enter and select **Field Service Mobile App Builder**. 2. Select a configuration to add your custom Content Libraries tab to. 3. In the Component palette, drag **Content Libraries** to the canvas. 4. Name your tab with a custom tab label and, optionally, add an icon. 5. From the App Launcher, navigate to the Field Service Mobile App Builder. From the Mobile App Builder, grant access to people or public groups by navigating to **Files** | **Libraries** | **Manage Members**. In the Field Service mobile app, if a user opens a file in the Content Libraries tab while online, that same file remains available offline. Files that aren’t opened online aren’t available offline. <!-- document id=3fe044247c7d4bc1a15ae07093a2db956e4cc3e9841d3b5a5e9553b94969d84c url=/admin/current/en-us/service/264-0-0/es_migration_approaches.md --> # Work.com to HR Service Migration Approaches Follow a migration approach that suits your scenarios and organizational needs. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> Follow one of these migration approaches. - Approach 1: Retain the same person account records from Work.com and create employee2 and user records in HR Service. For this approach, make sure that Work.com and HR Service are on the same org. - Approach 2: Create employee2, person account, and user records in HR Service. This approach works irrespective of whether Work.com and HR Service are on the same or different orgs. Each approach has its pros and cons. ## Pros and Cons of Approach 1: Retain Old Person Account Records and Create Employee2 and User Records <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d39535e67">Pros</th> <th class="slds-cell-wrap" scope="col" id="d39535e70">Cons</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e67"> <p dir="ltr">Consistency in references</p> <p>Retaining the same person account records preserves the existing references to person account IDs and person contact IDs of the case and service catalog request records in HR Service.</p> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e70"> <p dir="ltr">Inability to use the existing person account records during migration</p> <p dir="ltr">Users may not be able to use the existing person account records in Work.com during the migration phase, which may interrupt business processes.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e67"> <p dir="ltr">Minimal changes to dependent components</p> <p dir="ltr">The standard and custom components and processes dependent on the Person Account object continue to operate in HR Service with little to no modification.</p> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e70"> <p dir="ltr">Longer downtime</p> <p dir="ltr">Users sometimes face significant downtime of HR Service during updates to Employee2 and User objects, which can disrupt normal operations.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e67"> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e70"> <p dir="ltr">Insufficient time to complete ongoing processes</p> <p dir="ltr">Ongoing processes in Work.com, such as service catalog requests and approvals, fail because of insufficient time to complete them. These processes may not exist or exist differently in HR Service.</p> </td> </tr> </tbody></table> ## Pros and Cons of Approach 2: Create Employee2, Person Account, and User Records <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <thead class="slds-text-title_caps "> <tr><th class="slds-cell-wrap" scope="col" id="d39535e142">Pros</th> <th class="slds-cell-wrap" scope="col" id="d39535e145">Cons</th> </tr></thead> <tbody><tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e142"> <p dir="ltr">Undisturbed existing workflows</p> <p dir="ltr">The creation of person account, employee2, and user records makes sure that the existing workflows in Work.com remain unaffected, helping HR Service run alongside Work.com. The new records ensure continuity of business processes.</p> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e145"> <p dir="ltr">Additional effort for creating and updating objects</p> <p dir="ltr">This approach requires the creation and updating of the Employee2, Person Account, and User objects in HR Service, which can be time-consuming and resource-intensive.</p> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e142"> <p dir="ltr">Shorter downtime</p> <p dir="ltr">Operating Work.com and HR Service independently minimizes downtime, enabling the migration to proceed with minimal impact on the current operations in Work.com.</p> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e145"> </td> </tr> <tr class=""> <td class="slds-cell-wrap" data-label="Pros" headers="d39535e142"> <p dir="ltr">Sufficient time to complete ongoing processes</p> <p dir="ltr">The migration doesn’t impact existing Work.com functionalities and provides enough time to complete the ongoing requests or processes in Work.com.</p> </td> <td class="slds-cell-wrap" data-label="Cons" headers="d39535e145"> </td> </tr> </tbody></table> Select an approach after evaluating your use cases and the complexity of your Work.com implementation. <!-- document id=24bb6cc4612eac7501d123b5cdb05085fc2b715edb06425952ae4098a863a660 url=/admin/current/en-us/service/264-0-0/es_work_com_vs_employee_service_data_model.md --> # Work.com vs. HR Service Data Model Review the differences between the Work.com and HR Service data models. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> The Employee object is at the heart of the Work.com data model. Most functionalities are built around the Employee object. See [Understand the Work.com Data Model](https://developer.salesforce.com/docs/atlas.en-us.workdotcom_dev_guide.meta/workdotcom_dev_guide/wdc_cc_data_model.htm). However, the HR Service data model uses a combination of the Person Account and Employee objects. The developer name of the Employee object in HR Service is Employee2. In the new data model, Person Account is the primary object for storing an employee’s data. All functionalities rely on the Person Account object. See [HR Service Data Model](https://help.salesforce.com/s/articleView?language=en_US&id=service.es_employee_service_datamodel.htm&type=5). <!-- document id=9dc984608d7360ed20e370136594ed2c5b68674ba185a923bd851b9e5199591c url=/admin/current/en-us/service/264-0-0/knowledge_setup_wflow_approvals.md --> # Workflow and Approvals for Articles Creating processes where Knowledge experts review, validate, and approve articles for publication is critical to creating a trustworthy knowledge base. Implementing approval processes with Salesforce Knowledge gives you more control over the content and publication of your articles. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Salesforce Classic and Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d163146e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163146e56 ">To view workflow rules and approval processes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163146e56 ">View Setup and Configuration</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d163146e56 ">To create or change workflow rules and approval processes:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d163146e56 ">Customize Application</td> </tr> </tbody> </table> Creating workflow rules and approval processes lets your organization automate many of the tasks involved with managing its knowledge base. When implementing Salesforce Knowledge, you can create workflow rules and approval processes for some or all the article types used by your organization. Workflow rules let you create email alerts, update fields, or send outbound API messages when an article meets certain criteria. For example, you could create a workflow rule that sends an email alert to the article owner when a new article is created from a case. Article type workflow doesn't support tasks. Approval processes automate the approval of articles. When implemented with Salesforce Knowledge, approval processes give you more control over the content of your articles and the process used to approve them. For example, you can create a process that requires legal and management teams to approve articles containing sensitive information. Tasks aren't available for article type workflow rules. 1. From Setup, enter Workflow Rules in the Quick Find box, then select **Workflow Rules** to access the workflow rules list page. 2. On the workflow rules list page, click **New Rule**. 3. Select the article type from the Select object dropdown list. 4. Click **Next**. 5. Enter a rule name. Optionally, enter a description for the rule. 6. Select the evaluation criteria, and choose how criteria are met. 7. Enter criteria for the rule. 8. Click **Save & Next**. 9. Click **Add Workflow Action**, select the type of action for the rule, and enter the information required by the action. 10. Click **Save**. 11. Optionally, add a time-dependent workflow action by clicking **Add Time Trigger**. Provide time trigger information, and then click **Save**. 12. Click **Done**. 13. From Setup, enter Approval Processes in the Quick Find box, then select **Approval Processes**. 14. Choose the Approval Process Wizard. Two wizards are available to help you through the approval setup process. Choose the one that meets your requirement the best. 15. Provide a name, unique name, and description for the process. 16. Specify criteria for entering the process. For example, you can specify that an article published on a public site requires approval: Visible on public site equals True. 17. Specify approvers for the process. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><tbody><tr class=""><th style="vertical-align:top;" headers="d163146e255-option" id="d163146e259">Let the submitter choose the approver manually. (default)</th><td style="vertical-align:top;" headers="d163146e255-desc d163146e259">Prompts the user to select the next approver.</td></tr><tr class=""><th style="vertical-align:top;" headers="d163146e255-option" id="d163146e268">Automatically assign an approver using a standard or custom hierarchy field.</th><td style="vertical-align:top;" headers="d163146e255-desc d163146e268">Assigns the approval request to the user in the field displayed next to this option. You select this field when you configure the approval process.</td></tr><tr class=""><th style="vertical-align:top;" headers="d163146e255-option" id="d163146e277">Automatically assign to a queue.</th><td style="vertical-align:top;" headers="d163146e255-desc d163146e277">Available only for objects that support queues. Assigns approval requests to a queue.</td></tr><tr class=""><th style="vertical-align:top;" headers="d163146e255-option" id="d163146e286">Automatically assign to approver(s).</th><td style="vertical-align:top;" headers="d163146e255-desc d163146e286">Assigns the approval request to one or more specific users, specific queues, or users related to the submitted record. You can add up to 25 per step.</td></tr></tbody></table> 18. Select the email template that the process uses to notify approvers. When an approval process assigns an approval request to a user, Salesforce automatically sends the user an approval request email. The email contains a link to the approval page in Salesforce, where the support rep can approve or reject the request and add comments. 19. Configure the approval request page layout. The approver approves or rejects the article from this page. You can add as many fields to this page as you think your support reps require to reasonably assess an article's content. For example, you could choose to include a summary of the article's content, the product discussed, and the author's name. 20. Specify which users are allowed to submit articles for approval. For example, for articles that require editing before approval, you could create a public group containing editors, and then specify that only members of that group can submit articles for approval. 21. Activate the approval process. Keep the following in mind when creating approval processes for article types. - You need to be a Knowledge user in order to publish an article as part of the approval process. - Adding an approval process to an article type lets your organization ensure that the required reviewers approve the article before it's published, as long as it’s not already scheduled. Articles scheduled for publication before being sent for approval are published regardless of the approval status. When an approval process is enabled for an article's article type, the Approval History related list displays on the article details page. - When creating an approval process, change the final approval action to “Unlock the record for editing” to allow support reps to publish the article. - Articles aren't published automatically at the end of an approval process. Support reps must click **Publish...** to make the article available in the publishing channels. - When an approval process is associated with an article type, support reps with the “Manage Articles” permission could see both the **Publish...** and the **Submit for Approval** buttons on an article's detail page. (Permissions and article actions determine which buttons they see.) These support reps can publish an article without submitting it for approval. To prevent this scenario from affecting many users, assign the “Publish Articles” article action to a limited group of users instead of giving it to all users with the “Manage Articles” permission. Ensure that the users with direct publishing capability know which articles need approval before publication. - In Salesforce Classic, if you don't have the "Manage Articles" permission, you don't see draft articles. However, you can still approve draft articles by going to the Knowledge approval page. - Workflow rules and approval processes apply to the “Draft to Publication” portion of the article publishing cycle. Workflow rules aren’t available for archiving. Approval processes aren’t available for translation or archiving. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When an article is published from the edit page, the article is first saved and then published. Workflow rules apply to the saved draft article but not the published article. - A user who only has read access to an article type can publish a draft article of that type if there is an approval process associated to the article type and the approval process is complete but the article has not been published. - **[Create Workflow Actions for Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_actions_create.htm&release=264.0.0&type=5)** Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the **Publish as New** action. Then, when you create an approval process for FAQs, select the new Knowledge action. #### See Also - [Salesforce Knowledge Help and Resources](https://help.salesforce.com/s/articleView?id=service.knowledge_map.htm&release=264.0.0&type=5 "Find the information you need about Salesforce Knowledge. Explore help documentation, developer documentation, and Trailhead modules.") <!-- document id=7b5bda620f2902cc7d65d754bf6ddd57539f60d71e1e369fb4d66a9e4ba1a3ba url=/admin/current/en-us/service/264-0-0/workforce_engagement_limits.md --> # Workforce Management Limits and Considerations Before setting up Workforce Management, review these limits and considerations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> ## General Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e66">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e69">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e66 ">Maximum number of service resources per user</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e69 ">1 per service resource type </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e66 ">Maximum number of service resource preferences</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e69 ">1 per service resource</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e66 "> <p>Maximum number of records for these objects:</p> <p style="margin-bottom:0;">Shifts, shift templates, shift scheduling operations, service resources, service territories, job profiles, operating hours, resource absences, time sheets, or scheduling constraints</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e69 ">Platform behavior; 2000 records can be viewed without searching</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e66 ">Maximum number of time slots, service territory members, or time sheet entries</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e69 ">Platform behavior</td> </tr> </tbody> </table> ## Workloads and Forecasting Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e135">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e138">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of queues or skill groups in a workload history </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">39</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of service channels in a workload history</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">5</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 "> <p>Maximum number of weeks of historical data you can select when creating a workload</p> <div> <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium"> <div class="slds-media slds-media_responsive"> <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png" alt="Note"></span></div> <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> After a workload is created, it can continue to be refreshed with data for subsequent weeks. As a result, there's no overall limit on the number of years of data that can be maintained. We recommend archiving older data manually based on your retention requirements. </div> </div> </div> </div> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">260 (5 years)</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Minimum number of weeks in a workload history when creating a forecast </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">3 weeks </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of weeks in a forecast</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">12 weeks for Holt-Winters; 4 weeks for Moirai (Beta)</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum amount of historical data when Holt-Winters is selected as the forecasting model</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">3 years</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum amount of historical data when Moirai (Beta) is selected as the forecasting model</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">3 months</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of queues that can be selected for a workload using Moirai (Beta)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">10</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of weeks of forecast data for a forecast using Moirai (Beta)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">4 weeks</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum size of a workload history or forecast export</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">40,000 records</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of forecast adjustments with an hourly interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">50 records per adjustment, but you can make multiple updates</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of forecast adjustments with a daily interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">30 records per adjustment, but you can make multiple updates</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e135 ">Maximum number of forecast adjustments with a monthly interval</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e138 ">4 records per adjustment, but you can make multiple updates</td> </tr> </tbody> </table> ## Capacity Plan Limits | Limit | Details | | --- | --- | | Maximum number of weeks in a short-term capacity plan | 12 | | Maximum number of job profiles per plan | 10 | | Maximum slices per job profile. A slice represents a per-channel combination of region, skill, and custom values aggregated in the workload. | 20 slices | | Capacity plan processing | 1 plan per org at a time | ## Intraday Management Limits | Limit | Details | | --- | --- | | Maximum number of capacity plans or service territories associated with an Intraday Management dashboard | 1 per dashboard | | Date and time displayed on the Intraday Management dashboard | Up to 24 hours of a single business day | ## Scheduling Limits <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e407">Limit</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18637e410">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of shift segment types</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">200 records</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of shift segments</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">10 shift segment types per shift</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of shifts that can be batch assigned (using Assign)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">200 shifts at once</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of shifts on which Mass Shift Update can assign and update status</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">The number of shifts within a 90-day timespan. We recommend that you select less than 50,000 shifts. It can take a few hours to assign and update the status on 50,000 shifts.</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of scheduling rules</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of scheduling constraints</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">50 </td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 "> <p>Maximum number of records per page in these Shift Manager views</p><a name="workforce_engagement_limits__ul_ycl_khg_tcc"><!-- --></a> <ul id="workforce_engagement_limits__ul_ycl_khg_tcc"> <li>View Shifts</li> <li>View Service Territories</li> <li>View Job Profiles</li> <li>View Operating Hours</li> </ul> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">Up to 2000 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum number of Resource Absence records per page in the Shift Manager </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">Up to 300 records per page</td> </tr> <tr class=""> <td data-label="Limit" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e407 ">Maximum historical data in adherence metrics (Workforce Management only)</td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18637e410 ">Up to the past 365 days</td> </tr> </tbody> </table> ## General Considerations Workforce Management supports only time zones based on full hours, such as GMT+9:00 but not GMT+9:30. When you create a workload history, you select a service territory, which sets the time zone used in related data views. The setup flow shows only service territories with full-hour time zones. ## Considerations for Workload Histories and Forecasting - You can create multiple forecasts from the same workload. However, you can't create or update forecasts for a workload while another forecast creation or workload update is in progress. During these operations, the workload is locked until processing is complete. - Only one forecast can be created at a time using Moirai (Beta) across all workloads in your org — you can't start a new Moirai forecast while another is already in progress, regardless of workload. - Use Average Handle Times (AHT) less than 60 minutes in a workload or a forecast. ## Considerations for Capacity Planning - When the number of job profiles increases, the prediction for Staff Required in a short-term plan increases. This increase happens because we split the workload across job profiles equally, calculate the required staff for each job profile separately, and then round up to the nearest whole number. If the workload is small, when you add job profiles, you can see a sudden jump in the number of staff required. - If a shift template changes after you create a plan, Workforce Engagement can’t create shifts from it. Specifically, if you change a shift template’s start time, end time, or job profile, you can’t create shifts from the plan. - When two shift templates have overlapping hours, the plan uses the template that covers demand with the least number of shifts. - The capacity planning engine uses specific algorithms tailored to distinct operational profiles. The current implementation is scoped to support work streams characterized by an Average Handle Time (AHT) of less than 1 week, alongside an arrival rate of <= 2 transactions per hour (or a daily aggregate of ~50 transactions). - You can create a capacity plan only for one service territory at a time. <!-- document id=fd78359edd61d4729b0f7a43afd699b328d1c9af6116fca6b5b742b9a86ee92d url=/admin/current/en-us/service/264-0-0/workforce_engagement_permission_sets.md --> # Workforce Management User Permission Sets Assign the Workforce Engagement Analyst, Workforce Engagement Planner, or Workforce Engagement Agent permission sets to users of Workforce Management features. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> ## Workforce Management User Permission Sets | Permission Set Name | What a User Can Do | | --- | --- | | Workforce Engagement Analyst | Can create and adjust workload histories, intelligent forecasts, and capacity plans. | | Workforce Engagement Planner | Can create, adjust, and schedule shifts from capacity plans; create shift segments and Intraday Management views; perform schedule-related tasks like batch assignment or get candidates; create shifts from templates or from a capacity plan; approve time-off requests or time sheets; or view agents’ scheduling preferences. | | Workforce Engagement Agent | Can request time off, submit time sheets, create service resource preferences, receive email notifications from Intraday Management, and view agent home. | <!-- document id=54cad205470db96ac20729246e5ea409b28f1688ec103b891cc5c0f8170cd222 url=/admin/current/en-us/service/264-0-0/wfs_workforce_scheduling_overview.md --> # Workforce Scheduling for Agentforce Public Sector Unify on-site and field appointment scheduling across public sector use cases. Schedule these appointments directly in the context of public sector records. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Workforce Scheduling is bundled as an add-on license for Public Sector. For more information, contact your Salesforce account executive. Public sector agencies deliver vital community services through a mix of office consultations and field inspections. Caseworkers, inspectors, and dispatchers can coordinate appointments and field visits using the same constituent records they already work with, eliminating the need for siloed data and third-party tools. - **[Get Started with Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_get_started.htm&release=264.0.0&type=5)** Learn the core concepts, data model, roles, editions, and limits that define your Workforce Scheduling implementation. - **[Set Up Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_workforce_scheduling.htm&release=264.0.0&type=5)** Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on. - **[Manage Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_appointments.htm&release=264.0.0&type=5)** Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow. - **[Manage Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_visits.htm&release=264.0.0&type=5)** A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications. - **[Manage Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_interactions.htm&release=264.0.0&type=5)** An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings. - **[Optimize Your Schedule in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_optimize.htm&release=264.0.0&type=5)** Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only. - **[Manage Shifts](https://help.salesforce.com/s/articleView?id=service.wfs_manage_shifts.htm&release=264.0.0&type=5)** Create and manage shifts that drive resource availability for on-site and field work. - **[Customize Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_customize_workforce_scheduling.htm&release=264.0.0&type=5)** Customize scheduling flows, object labels, context definitions, and confirmation email templates. - **[Mobile Overview and Prerequisites for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_overview.htm&release=264.0.0&type=5)** Engineered for the modern mobile workforce, the Field Service mobile app for iOS delivers an all-in-one, offline-first experience. - **[Set Up the Field Service Mobile App Basics for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_app_basics.htm&release=264.0.0&type=5)** Assign the licenses and permissions that mobile workers and contractors need to log in and get scheduled. - **[Learn About Schedule Tab Details for Visits and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_config_schedule_list_overview.htm&release=264.0.0&type=5)** Review information about the Schedule tab and compact layout before you set it up. This layout option lets your mobile workers see visit and interaction fields on the Schedule tab. Workers can scan a mixed day of field visits and on-site appointments and see who they’re meeting, where, and what kind of work before they open a record. - **[Work with Performance Priming in the Field Service Mobile App](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_work_with_performance_priming.htm&release=264.0.0&type=5)** Equip your workforce with the Field Service mobile app's offline capability so that they can complete tasks regardless of network availability. - **[Set Up Performance Priming in the Field Service Mobile App for Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_set_up_performance_priming.htm&release=264.0.0&type=5)** Make visits and associated records available to mobile workers while offline, so technicians can complete and update work at remote sites without a connection. - **[Offline Priming FAQ for the Field Service Mobile App in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_mobile_offline_priming_faq.htm&release=264.0.0&type=5)** Find answers to common questions about offline priming for the Field Service mobile app. <!-- document id=23bb7db54fecf1691ac06a64e604bf9397a7951c284537ed1b3290ea884fe875 url=/admin/current/en-us/service/264-0-0/wfs_aps_interaction_service_appointment_mapping.md --> # Workforce Scheduling Interaction Data Mapping Review how the standard context definition maps interaction data so Workforce Scheduling can schedule onsite appointments with agency employees in office. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## About Interaction Mapping Workforce Scheduling automatically creates a corresponding Service Appointment record whenever a user creates or schedules an Interaction record. While users interact directly with the Interaction record to manage onsite appointments, Workforce Scheduling uses the Service Appointment record to match resources, optimize schedules, and finalize appointments. ## When to Use Interactions and Visits - Interaction: Use for onsite work where a constituent travels to your office or facility, such as a benefits interview at a Family Services office, a DMV licensing appointment, an orientation session, a case review, a hearing, or a consultation. - Visit: Use for field work where a service resource travels to a constituent location. The standard `WorkforceSchedulingContext` definition includes `InteractionMapping` out of the box. This mapping automatically syncs data from Interaction and Interaction Attendee records to the corresponding Service Appointment record, including: - Work type and subject - Scheduled start and end times - Account details - Assigned resources and attendees The standard `InteractionMapping` can't be edited directly. To map additional fields or modify existing field mappings, clone `WorkforceSchedulingContext` to create a custom context definition. For example, when a scheduler books a benefits interview as an interaction record, Workforce Scheduling creates a service appointment record and maintains continuous data synchronization between the two records. The scheduler continues to work with the interaction record, while the scheduling engine uses the Account, Work Type, and Scheduled Start and End times on the Service Appointment record to evaluate availability, find time slots, and assign an interviewer. ## Nodes and Objects in the Mapping `WorkforceSchedulingContext` comprises three nodes. `InteractionMapping` pairs each node with an Interaction-side object and a Service Appointment-side object. | Context Definition Node | Interaction-side Object | Service Appointment-side Object | What It Represents | | --- | --- | --- | --- | | WorkforceSchedule | Interaction | ServiceAppointment | The scheduled onsite appointment, including its timing, work type, and account. | | WorkforceScheduleResource | InteractionAttendee | AssignedResource (to ServiceResource) | The resource assigned to the appointment, such as the staff member who meets the constituent. | | WorkforceScheduleAttendee | InteractionAttendee | ServiceAppointmentAttendee | The people attending the appointment. | ## Interaction Field Mappings These fields on the Interaction object map to Service Appointment through the `WorkforceSchedulingContext` node. | Interaction field | Service Appointment field | Sync Direction | Description | | --- | --- | --- | --- | | WorkTypeId | WorkTypeId | Bidirectional | The work type that classifies the appointment. | | AccountId | AccountId | Bidirectional | The account the appointment is for. | | Name | Subject | Bidirectional | The interaction's name becomes the service appointment's subject. | | StartTime | SchedStartTime | Bidirectional | The scheduled start time of the appointment. | | EndTime | SchedEndTime | Bidirectional | The scheduled end time of the appointment. | | ActualStartTime | ActualStartTime | Bidirectional | When the appointment actually started. The assigned resource or the person managing the interaction sets the value manually. | | ActualEndTime | ActualEndTime | Bidirectional | When the appointment actually ended. The assigned resource or the person managing the interaction sets the value manually. | | LeadId | CustomerReferenceRecordId | Unidirectional. from Service Appointment to Interaction. | References the customer record associated with the appointment. | | Status | StatusCategory | Unidirectional. Status flows from Service Appointment to Interaction. | The service appointment's status category sets the interaction status. | Review these additional considerations when working with Interaction records: - Scheduled Start, Scheduled End, Assigned Resource, and Status fields are owned by the engine and are read-only on the interaction. The engine updates these fields automatically when it schedules the work, or when a user runs an action such as Schedule, Cancel Appointment, or Change Status. That's why Status maps in one direction only - from the service appointment to the interaction. - These interaction attributes in the context definition don't map to the service appointment: `InteractionType`, `LocationId` (derived from ServiceTerritoryLocation), and `AssociatedRecordId` (AssociatedRecord). The AssociatedRecord value comes from the flow and depends on the launch point. For example, when the flow is launched from a Case record, this attribute contains the Case ID. ## Resource Mappings The `WorkforceSchedulingContext` node maps assigned resources from the InteractionAttendee object to the AssignedResource and ServiceResource objects. | InteractionAttendee field | Service Appointment-side field | Sync Direction | | --- | --- | --- | | Asset | ServiceResource.Asset (through AssignedResource) | Unidirectional (Service Appointment to Interaction) | | User | ServiceResource.RelatedRecord (through AssignedResource) | Unidirectional (Service Appointment to Interaction) | | Event | AssignedResource.Event | Unidirectional (Service Appointment to Interaction) | | AttendeeType | Not mapped to Service Appointment. This field's value depends on the context it's read from - it's Internal in AssignedResourceContext and External in the Attendee context. | NA | ## Attendee Mappings The `WorkforceScheduleAttendee` node maps attendees from the InteractionAttendee object to the ServiceAppointmentAttendee object. | InteractionAttendee field | ServiceAppointmentAttendee field | Sync Direction | | --- | --- | --- | | Contact | Attendee | Unidirectional (Service Appointment to Interaction) | | EmailAddress | Email | Unidirectional (Service Appointment to Interaction) | | AttendeeType | Not mapped to Service Appointment. This field's value depends on the context it's read from - it's Internal in AssignedResourceContext and External in the Attendee context. | NA | <!-- document id=2980412aca2c1ad5dcc49ee05d36ab5926104e5dd3439bf4a91ee80e559af294 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_start_time_interval.md --> # Workforce Scheduling Rule Type: Appointment Start Time Interval Appointment Start Time Interval is a Workforce Scheduling work rule type that requires the appointment start time to align with a configured interval — for example, appointments can only start on the hour, or every half-hour. Appointment Start Time Interval work rules are applicable to on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Set the interval, in minutes, between available appointment start times. For example, if you set the interval as 15, appointments can then begin at the top of the hour and at 15-minute intervals thereafter (10:00 AM, 10:15 AM, 10:30 AM). Valid values are 5, 10, 15, 20, 30, 45, 60, 90, 120, 150, 180, 240, 300, 360, 420, and 480. The default appointment start time interval is 30 minutes. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). ## Use Case A retail bank can use the Appointment Start Time Interval rule to prevent advisors from generating irregular scheduling times like 10:12 AM or 2:22 PM caused by varying consultation lengths and walk-in padding. By applying a 30-minute interval, the scheduling engine automatically rounds all available time slots to clean increments like 10:00 AM, 10:30 AM, or 11:00 AM. This eliminates confusion for clients and desk staff, providing a predictable, professional scheduling experience alongside structured arrival times and consistent gap buffers between appointments. #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=2d7824d6fae594fb6e534554cfef7bf2a5557c127bf42779864d84e824ec8119 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_excluded_resources.md --> # Workforce Scheduling Rule Type: Excluded Resources Excluded Resources is a Workforce Scheduling work rule type that prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. Excluded Resources work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Sometimes, customers have a poor experience with a service resource and request not to work with them in the future. Use this work rule type to enforce customer resource preferences, such as those resulting from a complaint. Other work rules can exclude service resources based on skills, availability, and proximity. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=82bd0c9ae3232ae0d9f53fac54626f756bf485e6249d74fc8aaa2073521f2b19 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_extended_match.md --> # Workforce Scheduling Rule Type: Extended Match Use the Extended Match Workforce Scheduling work rule to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. Extended Match work rules are applicable to field scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Because you can use an Extended Match work rule to match appointments to resources using your own customizations, writing a rule requires some prior setup. Before you get started, create a data model or make sure that you have an existing data model with the appropriate fields. We suggest using [Schema Builder](https://help.salesforce.com/s/articleView?id=platform.schema_builder.htm&language=en_US&type=5). You can apply Extended Match work rules when scheduling appointments. A work rule of this type contains the following settings. | Field | Description | | --- | --- | | Service Appointment Matching Field | The service appointment lookup field value that you’re matching. The field must be of the type Lookup. If the service appointment matching field is empty, all resources are considered valid. | | Linking Object | The junction object used to link service resources to the object that the service appointment matching field references. | | Linking Object Reference Field | The reference field on the linking object that is matched with the Service Appointment Matching Field. If the Linking Object Reference Field is empty, then the service resource isn’t a valid candidate for any service appointment with matching field requirements. | | Time-Phased | Indicates whether the work rule applies only to a certain time period. | | Start Date Field Name | The Date-Time field name on the Linking Object that represents the start time. This field is required when you select Time-Phased. | | End Date Field Name | The Date-Time field name on the Linking Object that represents the end time. This field is required when you select Time-Phased. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note To avoid a potential scheduling or optimization crash, we recommend that when you create Linking Object records, you populate both the Linking Object Reference field and the Service Resource Reference field. After you create the data model for your work rule, finish setting it up by creating a work rule from the Work Rules tab. Use the Extended Match Rule custom Lightning Component helper, or enter the fields manually. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). A policy can have up to five Extended Match work rules. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_example.png) Example If your mobile workers support specific ZIP codes, use an Extended Match work rule to assign them appointments within their area. Create a ZIP Code lookup field on the Service Appointment object. Then create a ZIP Code Coverage linking object, add the ZIP Code field, and attach it to the Service Resource object as a related list. Use the Extended Match Rule Lightning Component to create a work rule. The ZIP Code Coverage example has this data model. ![Data model for ZIP Code Coverage example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_extended_match_data_model.png) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note In this example, if a service appointment has an empty ZIP Code field, the work rule returns all Service Resources. Define other work rules in your policy, such as Match Skills or Match Working Territory, that can narrow resources when there’s no ZIP code on the appointment. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). ## Considerations - Time-phased Extended Match work rules can consume up to 80 records on a service resource during the selected time period. Work rules that aren’t time-phased can consume up to 200 records. #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=915edae388c0af1a40c48790d5f4db0915153a4ceaaaf44f65b6a724c289ee02 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_match_boolean.md --> # Workforce Scheduling Rule Type: Match Boolean Match Boolean is a Workforce Scheduling work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on service resources. Match Boolean work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Work rules of this type contain two key settings. | Field Name | Description | | --- | --- | | Resource Property | The API name of the checkbox field on service resources that defines the scheduling requirement. For example, `IsActive`. | | Value is True | If selected, the Resource Property must be True (selected) for a service resource to be assigned to a service appointment. If not selected, the Resource Property must be false (deselected) for a resource to be assigned to an appointment. If the Boolean field on the service resource is empty, the rule isn’t applied. | To control which checkbox fields are available as resource properties: - Add the API name of any checkbox field as a picklist value in the Resource Property field on the Work Rule custom object in Setup. - Make sure that the value has been enabled for the record type. Workforce Scheduling includes a standard Match Boolean work rule named Active Resources. This work rule: - Assures that only active service resources are considered for scheduling. - Lets you preserve historical data on the Gantt. When a service resource leaves your company, their assignment data remains. - Doesn’t make sure that the optimization engine reschedules appointments for inactive service resources. You must manually unschedule these appointments. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note A scheduling policy can contain up to five Match Boolean work rules. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=bf7c6dd5745064c7ae137a3b7574aab5ae3e9ad9249b4acba3d4b6086c7ca3de url=/admin/current/en-us/service/264-0-0/wfs_work_rules_match_fields.md --> # Workforce Scheduling Rule Type: Match Fields Match Fields is a Workforce Scheduling work rule type that matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. Match Fields work rules are supported for global, in-day, and resource optimization. Match Fields work rules are applicable to field scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Work rules of this type contain three key settings. | Field Name | Description | | --- | --- | | Service Property | The API name of the field on service appointments that helps define the scheduling requirement. All primitive data types are supported. If the service appointment matching field is empty, all service resources are considered valid. | | Boolean Operator | The required relationship between the Service Property and the Resource Property. For example, if =, a service appointment’s Service Property value must equal a service resource’s Resource Property value for the resource to be assigned to the appointment. | | Resource Property | The API name of the field on service resources that helps define the scheduling requirement. All primitive data types are supported. If the resource matching field is empty, then the service resource isn’t a valid candidate for any service appointment with matching field requirements. | To control which fields are available as resource and service properties: - Add the API name of any field as a picklist value in the Resource Property or Service Property fields on the Work Rule custom object in Setup. - Make sure that the value has been enabled for the record type. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=34cfe38682f9a22b093c916c522fd280c79110032b4190257a816b2a3f1707e2 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_match_skills.md --> # Workforce Scheduling Rule Type: Match Skills Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The Match Skill work rule is time-phased, meaning the rule validates that the service resource has the required skills and skill level when a work order is assigned, as these values can change. Work rules of this type contain the following settings. | Field Name | Description | | --- | --- | | Match Skill Level | If selected, service resources whose skill level is lower than the level listed on an appointment’s parent record’s Skill Requirement record aren’t considered as candidates. Match Skill Level isn’t supported when you’re using the Match Skills work rule with At Least One Skill Matches (OR) selected for the Skill Type Logic. | | Skill Type Developer Name | The developer name of the Skill Type found on the Skill record in Setup. This field is hidden for users by default. To use it, update its field-level security settings in Setup and add it to your page layout. With Skill Type you can classify your skills in Setup and control which of your skills the Match Skill work rule logic applies to. For example, an organization has two types of resource Skills: Hard Skills, such as on-the-job training, and Soft Skills. After you define Skill records in Setup with these Skill Type names, you can, for example, enforce the match of only the Hard Skills skill type. To do this, define the name of that skill type here for the Match Skill work rule. If this field is empty, the Match Skill work rule applies to all Skills in Setup that don’t have a Skill Type defined. It doesn’t apply to Skills which have a Skill Type defined. | | Skill Type Logic | Defines the logic between the skill requirements as All Skills Match (AND) (this is the default) or At Least One Skill Matches (OR). You set the logic for each skill type. Using the OR logic, you can qualify more service resources to match at least one, but not necessarily all, skill requirements of a certain skill type. For example, a service appointment requires a caregiver who can perform procedures required for diabetes care and the caregiver must speak English or Spanish. If speaking only one of the languages specified on a Work Order is required, you can use the Skill Type Logic of At Least One Skill Matches (OR) so that candidates aren’t required to have all the skills in the Match Skills work rule. In Setup, set the Skill Type for this set of skills to a common name, such as Language. The Match Skills work rule checks if the service resource has at least one of the Language type skills for the resource to be a match. By using the All Skills Match (AND) logic, candidates must have all the skills for the skill type. If no Skill Type Developer Name is entered, the skill type logic applies to all the skills that have no skill type. If you don’t want to apply a Skill Type Logic, keep the Skill Type field empty for all your skills to make sure the Match Skills rule is applied. If no Skill Type Logic value is entered the default is All Skills Match (AND). | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note If a service appointment doesn’t have the required skills specified, all service resources are considered valid candidates. If a service resource has no assigned skills, the resource isn’t a valid candidate for any service appointment with skill requirements. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=0c3e44d6ea1e7a3c7affdbb07c1c8e38f5bfd4fbbfc6de55b4dfd87c0d083e3a url=/admin/current/en-us/service/264-0-0/wfs_work_rules_match_time.md --> # Workforce Scheduling Rule Type: Match Time Match Time is a Workforce Scheduling work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. Match Time work rules are applicable to field scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Work rules of this type contain the following settings. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:28.57142857142857%"> <col style="width:71.42857142857143%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6594e68">Field Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d6594e71">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e68 ">Service Schedule Time Property</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e71 ">Indicates whether the rule controls the service appointment’s scheduled start time or scheduled end time. Custom date/time fields aren’t supported.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e68 ">Service Time Operator</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e71 ">The required relationship between the Service Schedule Time Property and the Service Time Property. For example, if you select Equal, a service appointment’s Service Schedule Time Property value must equal the appointment’s Service Time Property value.</td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e68 ">Service Time Property</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e71 "> <p>The service appointment field that defines the work rule requirement. There are four options.</p> <ul> <li>EarliestStartTime and DueDate together represent the total time frame during which an appointment must start and complete.</li> <li>The ArrivalWindowStart and EndTime together represent the arrival window time frame promised to the customer.</li> </ul> </td> </tr> <tr class=""> <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e68 ">Pass Empty Values</td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d6594e71 ">If you select this option and any of the Service Time Property values are empty, the Match Time rule is ignored.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note You can’t create a Match Time rule with the Service Schedule Time Property set to SchedStartTime, the Service Time Operator set to Before, or Equal to, and the Service Time Property set to ArrivalWindowStartTime, ArrivalWindowEndTime, or any custom time field. Workforce scheduling includes four standard Match Time Rule work rules. Earliest Start Permitted Ensures that a service appointment’s Scheduled Start is equal to or later than the Earliest Start Permitted. This work rule is included in every standard scheduling policy. Due Date Ensures a service appointment’s Scheduled End is equal to or earlier than the Due Date. This work rule is included in every standard scheduling policy. Scheduled Start Ensures that a service appointment’s Scheduled Start is equal to or later than the Arrival Window Start. Scheduled End Ensures that a service appointment’s Scheduled Start is equal to or earlier than the Arrival Window End. An appointment’s Scheduled Start is based on the travel time recorded for previous appointments. The Scheduled End is calculated by adding the Duration to the Scheduled Start. ![Diagram showing the relationships between the Earliest Start Permitted, Due Date, Arrival Window Start, Arrival Window End, Scheduled Start, and Scheduled End time windows for Match Time work rules.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/workforce_scheduling/images/wfs_optimization_scheduling_times.png) Work rules that impose time constraints limit your optimization flexibility. When you create Match Time Rule work rules, consider the commitments that you’ve made to customers and your goals regarding wait time. Earliest Start Permitted and Due Date are required in every scheduling policy. Match Time supports custom date-time fields on the service appointment for both scheduling and optimization. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=53d16b9ffb2d169dd7c19e3928685557ac8d1c66da5fd75e244028ac149964b3 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_max_contracted_work.md --> # Workforce Scheduling Rule Type: Maximum Contracted Work Maximum Contracted Work rule is a Workforce Scheduling work rule type that enforces contracted work limits for service resources within a defined pay period. The rule automatically tracks each resource’s total work — including service appointments, travel time, resource absences, and breaks — against their contracted maximum. This ensures compliance with labor contracts, prevents resource burnout, and eliminates the need for dispatchers to manually track each resource’s accumulated hours across the pay period. Maximum Contracted work rules are applicable to field scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## Use Case A utilities company operating under an Enterprise Bargaining Agreement (EBA) can use the Maximum Contracted Work rule to make sure mobile workers don’t exceed their 40-hour weekly limit. With the rule in place, the scheduling engine automatically enforces the limit during optimization and scheduling, freeing dispatchers from manual compliance tracking and eliminating the risk of costly contract violations. Healthcare companies can also use this rule to protect clinicians from being overworked and to comply with regulated labor agreements. For example, a company can cap a nurse practitioner’s scheduled appointments at 25 hours per week, even if the practitioner’s operating hours availability spans the full week. ## Considerations Pay attention to these considerations when using the Maximum Contracted Work rule. - The work consumption calculation runs for all nonmanual scheduling operations, such as optimization and automated scheduling. It doesn’t apply to appointments that are manually dragged and dropped in the Gantt. - Only items where the configured duration field has a non-null, non-zero value are counted toward the total. - Resources without a pay group assigned aren’t subject to the Maximum Contracted Work rule. - All resources assigned to the same pay group share the same scheduling constraint and contracted work limit. - This rule applies a single definition, for example, counting by work duration or by number of appointments, to the entire workforce within a scheduling policy, even though the specific limits can vary per resource. ## Set Up Maximum Contracted Work Setting up the Maximum Contracted Work rule requires configuring several related objects. ### Set Field-Level Permissions Before configuring the work rule logic, ensure the admin user has the necessary field-level permissions. 1. From Setup, in the Quick Find box, enter Permission Sets and select **Workforce Scheduling Admin**. 2. Select **Object Settings** and update access for each object: - **Pay Periods**: Enable Read, Create, Edit, Delete. Ensure all fields (Start Date, End Date, etc.) have Edit Access. - **Pay Groups**: Enable Read, Create, Edit, Delete. Ensure all fields (Pay Frequency, etc.) have Edit Access. - **Scheduling Constraints**: Enable Read, Create, Edit, Delete. Ensure all fields (Max Contract Value, Calculation Mode, etc.) have Edit Access. ### Define Pay Groups and Pay Periods Establish the frequency and specific timeframes for work limit calculations. 1. Create a pay group. The pay group defines the frequency of the payments. A resource is associated with a pay group and its contracted work limit. 1. From the **App Launcher**, find and select **Pay Groups**. 2. Click **New**. 3. Enter a name (for example, Weekly Pay Group - Full Time Employees). 4. Select a **Pay Frequency** for which the work is calculated (for example, Weekly). This is how often the contracted work limit resets for resources in this group. The Number of Days in Pay Period is automatically populated unless Fixed Days selected, for which you need to input a value between 1 and 3. 5. Click **Save**. 2. Create a pay period. The pay period defines the actual boundary of the payments for a particular pay group. 1. On the pay group record, select the **Related** tab. 2. In the Pay Periods list, click **New**. 3. Enter a name (for example, Weekly FTE). 4. Set the **Start Date** and **End Date** (for example, a 4-year range or a specific fiscal week). 5. Click **Save**. ### Configure Scheduling Constraints The scheduling constraint defines the actual limit (the maximum hours of work allowed for the specified time, for example, 40 hours) and how it’s measured (what counts towards contracted hours). It calculates the total number of service appointments or the sum of numeric fields included in the pay period. A resource is associated with scheduling constraints. 1. From the **App Launcher**, find and select **Scheduling Constraints**. 2. Click **New**. 3. Enter a name (for example, Full time employees Weekly). 4. Set the **Calculation Mode**. Select **Sum** to total the duration of all counted items, or **Count** to total the number of service appointments. In Sum mode, the rule calculates the sum of numeric fields included in the pay period. It can count service appointments, travel time between appointments, resource absences (such as training and sick time), and lunch breaks toward the total work. 5. In the **Service Appointment Filter**, select which service appointments to count or include in the sum. 6. Select the **Service Appointment Field to Include in Sum** (relevant only if the Calculation Mode is Sum). This determines which numeric field on the Service Appointment to include in the sum, for example, duration. You can use the standard DurationInMinutes field or a custom field that reflects actual working time. Only items where this field has a non-null, non-zero value are counted. 7. Select the **Include Resource Absences** checkbox (relevant only if the Calculation Mode is Sum) if you want to include resource absences in the sum. Then in the Resource Absence Filter select which resource absences to include in the sum. 8. Select the **Resource Absence Field to Include in Sum** (relevant only if the Calculation Mode is Sum). This determines which field on the Resource Absence to include in the calculation of the pay period. 9. Select to include lunch breaks, all travel between appointments, or exclude the first travel from home and/or the last travel to home. These fields are relevant only if the Calculation Mode is Sum. 10. Enter the **Max Contract Value for Pay Period**. This is the maximum amount of contracted work allowed for the resource per pay period before a rule violation is triggered. Enter the value in minutes, for example, for a 40-hour weekly limit, enter 2,400. 11. Click **Save**. ### Create and Apply the Work Rule 1. From Setup, in the Quick Find box, enter Workforce Scheduling and select **Workforce Scheduling**. Under **Appointment Scheduling Logic**, select **Work Rules**. 2. To view or add work rule fields, open the Object Manager in Setup and select the **Work Rule** custom object. 3. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). ### Associate the Pay Group with the Relevant Service Resources On each service resource record, set the **Pay Group** field to the pay group you created. 1. Navigate to the **Service Resources** tab. 2. Select the resources (or use a list view to mass-update). 3. Update the **Pay Group** field on the Resource record to match the Pay Group that you created above. 4. Click **Save**. #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=bea791ccddf25debd5c0403641fd4e378da8c912a713f20e80f850b7b2377ac4 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_max_travel_from_home.md --> # Workforce Scheduling Rule Type: Maximum Travel from Home Maximum Travel From Home is a Workforce Scheduling work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. Maximum Travel from Home work rules are applicable to field scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Work rules of this type are particularly useful if your service territories are functional rather than geographical. Work rules of this type contain the following settings. | Field | Description | | --- | --- | | Maximum Travel From Home Type | Indicates whether the work rule enforces a maximum travel time or maximum distance. | | Maximum Travel From Home | The maximum, which is measured in minutes for travel time and miles or kilometers for distance. The miles or kilometers preference is set in the Field Service Admin app. | If a service resource’s home base (address) isn’t specified, the resource isn’t a candidate for any service appointment. If a service appointment lacks geocoordinates (calculated from an address), it can be assigned to any service resource with a home base. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=0d1eb1a35b8e1097c391c8d6da3845e576555941a4c7c733bf69f36f006022bc url=/admin/current/en-us/service/264-0-0/wfs_work_rules_required_resource.md --> # Workforce Scheduling Rule Type: Required Resources Required Resources is a Workforce Scheduling work rule type that ensures that a service appointment’s required resource preferences are respected. If a service appointment, work order, or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. Required Resources work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Required Resources work rules are a useful way to preserve one-on-one customer-provider relationships, such as home healthcare. These work rules are highly restrictive, because they limit the pool of potential assigned resources to consider only those who are listed as required in the Resource Preferences related list on the related work order or account. You can also create Resource Preference records at the account level. However these preference records are enforced only when listed on the work order or work order line item. When listing these records on the account, a built-in trigger logic is used with standard actions such as Schedule New Appointment, Change Time Slot, and Find Candidates. This logic automatically creates Resource Preference records related to the work order or work order line item based on the resource preferences defined at the account level. If you’re creating a work order or work order line item from custom code or automation, and you’ve populated the account on the work order or work order line item that has Resource Preferences, those records aren’t automatically recreated on the work order or work order line item automatically. Required Resources work rules are a useful way to preserve one-on-one customer-provider relationships, such as home healthcare. These work rules are highly restrictive, because they limit the pool of potential assigned resources to consider only those who are listed as required in the Resource Preferences related list on the related work order or account. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=91de3c4a9578df7ae0beb3c04c30d619b2331489f9a4a397d32b0125027bb3e8 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_sa_visiting_hours.md --> # Workforce Scheduling Rule Type: Service Appointment Visiting Hours Service Appointment Visiting Hours is a Workforce Scheduling work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. Service Appointment Visiting Hours work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> To define a customer’s preferred hours of service, create operating hours for them from the Operating Hours tab. Select the operating hours in the Operating Hours ID field on the account. Work orders created for the account always inherit the account’s operating hours in the Visiting Hours field, and service appointments use their work order’s visiting hours. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Dispatchers can still manually schedule appointments outside a customer’s operating hours, but a rule violation is shown. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=5575a659897a64aff45b876dfcb4b59e39e172c00cf98e053a19986367976de8 url=/admin/current/en-us/service/264-0-0/wfs_work_rules_service_resource_avail.md --> # Workforce Scheduling Rule Type: Service Resource Availability Service Resource Availability is a Workforce Scheduling work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Service Resource Availability work rules are applicable to field and on-site scheduling. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. Service Resource Availability work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The work rules consider these factors. - The service resource’s operating hours, which are defined on their service territory member record or—if no hours are specified there—on their service territory record - Travel time - Break times - The scheduled start and end time of other scheduled appointments, shifts, and resource absences. Service Resource Availability work rules have these settings, relevant for field availability and scheduling only. | Field Name | Description | | --- | --- | | Break Start | Set a single break time that the scheduling engine inserts between scheduled service appointments. For example, if service resources prefer to take lunch at 12:00 PM, enter 12:00. Breaks are scheduled as close as possible to the Break Start time, allowing for flexibility to start and complete appointments. | | Break Duration | The length of the break. | | Overtime | Allow service appointments to be scheduled during time slots or shifts of the Extended type. | | Travel From Home (minutes) | The number of minutes that the resource has available for travel before the start of the work day (at the resource’s expense). If this field is empty or zero, all travel will be scheduled within the work day. If you want travel from home to be at the resource’s expense, enter a high value, for example 5 hours. | | Travel To Home (minutes) | The number of minutes that the resource has available for travel after the end of the work day (at the resource’s expense). If this field is empty or zero, all travel will be scheduled within the work day. If you want travel to home to be at the resource’s expense, enter a high value, for example 5 hours. | ## Travel Complete the travel fields according to where service resources are expected to be at the beginning and end of their periods of availability. - Field work: If a service resource is expected to begin work at a specific location at the beginning of their availability, for example, if they start work at 9:00 AM, then travel must occur before that time. In this case, fill out the Travel To and From Home fields and include the duration of expected travel time outside the service resource’s working hours. - Start driving: If a service resource is expected to start traveling at the beginning of their availability, set the Travel To and From Home fields to zero. ## Break Schedules To set a single break to Service Resource Availability work rules, fill out the Break Schedule fields. If you don’t want to use breaks, leave these sections empty. When you use the Break Schedule settings, these conditions apply. - A service resource’s lunch break is created at the time defined in the Service Resource Availability work rule when the first service appointment is scheduled in the day. When you drag an appointment or schedule a new one, the Service Resource Availability work rule ensures that the service resource takes a break either at the set Break Start time or immediately after the last appointment that started before the Break Start. The scheduling engine allows for some flexibility. - When a service appointment starts before the Break Start time and ends after, then the break is pushed forward to the end of the service appointment. For example, with Break Start set to 12:00 PM, the scheduling engine can schedule a service appointment from 11:30 AM to 12:30 PM, and move the break to 12:30 PM, so that the service resource’s break starts as soon as the resource has completed that appointment. The lunch break can be moved forward as long as there’s availability. - If the travel time to the next appointment prevents the break from being scheduled at the set Break Start time, the break is pushed back until the end of the first service appointment scheduled on that day. For example, if the Break Start is set to 12:00 PM and lasts 30 minutes, and a service appointment is scheduled at 12:30 PM to 13:30 PM, but includes a 30-minutes travel time to the appointment, then the break is pushed back and scheduled from 11:30 AM to 12:00 PM. - If there are multiple service appointments after the Break Start and there’s no room for the break, or if an appointment is extended so that the break after it overlaps with the next appointment’s travel time, the break defaults to the Break Start time set in the availability rule. This overlap results in a rule violation. For example, if a Break Start is set to 12:00 PM and a service appointment is scheduled from 11:00 AM to 12:00 PM, and then you drag another service appointment to 12:00 PM until 1:00 PM, the break doesn’t move to 1:00 PM. A resource availability rule violation is displayed. Also, if you drag an appointment to after the break but its travel time overlaps with the break, the scheduling engine doesn’t move the break, and a rule violation is displayed. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note For Field availability, we recommend that you avoid creating manual breaks so that only the scheduling engine creates and modifies breaks. For on-site availability time (operating hours or shifts), absences need to be added to the resources manually. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=4f2b6d251f16762e6cf03a984a2439fb90ec8188514421798d50f0c597eec35d url=/admin/current/en-us/service/264-0-0/wfs_work_rules_working_territories.md --> # Workforce Scheduling Rule Type: Working Territories Working Territories is a Workforce Scheduling work rule type that checks if a service resource has a primary and secondary territory membership that matches the service appointment’s territory. This work rule ensures that workers are only scheduled for jobs within their assigned operational areas. Working Territories work rules are applicable to field and on-site scheduling. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Service resources can have only one primary service territory at a time, but multiple secondary territories. Optimization requests that include a service resource’s secondary territory memberships must also include the corresponding primary territory membership. Secondary territory memberships must be identical to, or contained within, the primary territory membership for a particular time and resource. If the secondary territory memberships aren’t fully covered by a primary territory membership, availability applies only to the overlapping period. The secondary service territory doesn’t need to be contained within the primary service territory. Scheduling and optimization is supported only for service territories with at least one primary service territory member. By default, the Working Territories rule considers only secondary territories. If you want the optimizer to consider the primary territory as well, select **Working Location Enable Primary** on the work rule. If service resources frequently move between service territories, use a Working Territories work rule. Create work rules from Setup. Find and go to **Workforce Scheduling**, and under **Appointment Scheduling Logic**, select **Work Rules**. To view or add work rule fields open the Object Manager in Setup and select the **Work Rule** custom object. To add work rules to a scheduling policy, see [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently."). #### See Also - [Create and Manage Work Rules in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5 "Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.") <!-- document id=e6660098d39f0b4c0fc3daf34b18924044e76581fb398668681c0049c7002ae9 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_asap.md --> # Workforce Scheduling Service Objective: ASAP Use the Workforce Scheduling ASAP objective to instruct the scheduling engine to prioritize scheduling an appointment at the earliest possible time. Scheduling appointments as soon as possible improves customer satisfaction and SLA adherence and allows for a more utilized schedule with less resource idle time. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> This objective prioritizes scheduling an appointment as early as possible within the appointment’s earliest-start and due-date window. It grades earlier slots higher than later ones. Use this objective to fill schedule gaps and cut the elapsed time between appointment creation and completion. Include the ASAP objective in a scheduling policy and define a weight to control how much the scheduling engine prefers scheduling an appointment to an earlier date or time over other scheduling preferences, such as minimizing travel time. When you use the ASAP objective to prioritize scheduling an appointment at the earliest possible date or time, consider also how its weighting affects other scheduling goals (service objectives). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note We recommend that you include the ASAP objective in all scheduling policies with a weight of at least 1. This way you can make sure that, with all other variables being equal, the scheduling engine prefers to schedule work sooner rather than later. The earliest date or time an appointment can be scheduled is represented as the latest value of either the current date or time, the appointment’s earliest start permitted date or time, the appointment arrival window start time, or the optimization horizon start time (when you’re using an optimization service). This value represents the earliest logical time the appointment can be scheduled. The ASAP objective scores earlier scheduling options higher than later ones. For example, consider an appointment with - Earliest Start Date: January 1, 2024, at 8:00 AM - Due Date: January 30, 2024, at 8:00 PM The current time is January 7, 2024, at 12:00 PM, and the optimization horizon is from January 10, 2024, at 5:00 AM to January 17, 2024, at 5:00 AM. In this scenario, the earliest time the optimizer can schedule the appointment is the start of the optimization horizon on January 10, 2024, at 5:00 AM. Assuming all other factors remain the same, scheduling an appointment at this time receives a higher score than scheduling an appointment on January 10, 2024, at 6:00 AM. The ASAP objective is graded on a scale of 0 to 30 days in the future, where the earliest date/time described in the example is considered as 0. Understanding this scale is important when you consider the weighting of this objective relative to other objectives. For example, scheduling an appointment 1 day in the future versus 28 days has a significant difference on the 0 to 30 day scale. However, if all your appointments have 2-hour appointment windows, scheduling an appointment earlier in the 2-hour appointment window versus later in the appointment window has a less pronounced difference on the 0 to 30 day scale. Using the 0 to 30 day scale, each minute that an appointment is scheduled after the earliest possible scheduled time is penalized, even minutes greater than the 30-day scale. The penalty is calculated as X minutes divided by the 30-day scale (30 days × 24 hours per day × 60 minutes per hour). The total penalty points are multiplied by the weight of the ASAP objective in the scheduling policy used to contribute to the resulting score of the schedule for that appointment. This calculation can be used to equate to the penalty per minute of added travel time in the Minimize Travel Time objective. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=f4005ae2cff80138f8ff8592387aa67e55e7121928b513ea00b8b2624a9a2da5 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_group_nearby.md --> # Workforce Scheduling Service Objective: Group Nearby Appointments Use the Workforce Scheduling Group Nearby Appointments service objective to reduce the number of resources assigned to the same area on a given day. This objective ensures resources maximize their presence in high-volume areas by completing all appointments within a specific area before moving to the next. It’s ideal for organizations with a large number of appointments per resource, where multiple resources typically start from the same home base and cover the same geographical areas. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> By prioritizing this objective, the scheduling engine identifies geographical clusters so that a single worker manages the entire workload for a cluster, reducing inefficient “ad-hoc” stops in favor of dedicated area coverage. This clustering eliminates path overlap and maximizes productivity by ensuring one mobile worker “owns” the area for the day. The engine dynamically groups nearby appointments into geographic clusters based on location and proximity. The Group Nearby Appointments service objective applies a penalty equivalent to 120 minutes of travel for every service appointment (or resource absence) that falls outside a cluster. To use the Group Nearby Appointments objective effectively, you need to balance it with Minimize Travel, because these two goals can compete with each other. The Minimize Travel objective operates on a standard scale of 120 minutes where every minute of travel is assigned a penalty based on the weight you provide. For example, if you assign Minimize Travel an objective weight of 1,000, the engine divides that weight by the 120-minute scale, resulting in a penalty of 8.33 points for every minute of driving. To control how much extra driving you’re willing to tolerate before the engine schedules an appointment outside a cluster, you must adjust the weight of the Group Nearby Appointments objective relative to the per-minute travel penalty. For example, if you’re willing to accept up to 10 extra minutes of driving to keep a worker in the same area, you calculate the weight by multiplying the per-minute travel penalty by your desired time threshold. Using the previous example, where the per-minute penalty is 8.33, set the Group Nearby Appointments weight to 83.3 (8.33 points × 10 minutes). By setting the weight to 83.3, or rounding up to 85 to create a slightly stronger preference, the engine prioritizes keeping a worker in the same area unless the travel savings from breaking the cluster exceeds 10 minutes. At this setting, the engine keeps the worker in the same geographic area unless assigning the appointment outside the cluster reduces travel time by more than about 10 minutes. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note Like other scheduling objectives, weighting Group Nearby Appointments too heavily comes with a trade-off. Because the engine prefers a clean cluster per route, it can open an additional shift rather than pull a nearby appointment from another cluster into an existing shift, even if that appointment fits in the available time. This can increase the number of shifts (mobile workers) used, especially if you have more capacity than appointments. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=cb90349bb3c530da47235d3dd122bb223f33bcdff2609eba0cbb76944f044557 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_load_balancing.md --> # Workforce Scheduling Service Objective: Load Balancing Use the Workforce Scheduling Load Balance objective to distribute appointments evenly across service resources and prevent overloading some resources while others remain underutilized. This objective is relevant for on-site scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Include this objective in a scheduling policy to control how much the scheduling engine prioritizes balancing workloads when evaluating service resources for appointments. Evenly distributing appointments improves resource productivity, reduces burnout, and helps maintain consistent service quality across your team. During scheduling, the objective calculates each resource’s current utilization and prefers assigning new appointments to less-utilized resources. The engine measures utilization using one of two metrics, depending on how you configure the objective. Total Appointment Duration Measures utilization by the total time a resource spends on appointments within the calculation period. Use this metric when appointment lengths vary significantly and you want to balance the actual time commitment across resources. Number of Appointments Measures utilization by the count of appointments assigned to a resource within the calculation period. Use this metric when appointments are roughly equal in duration and you want to balance the volume of work across resources. You also configure how often utilization is calculated. - **Daily**: The engine calculates utilization across the current day. - **Monthly**: The engine calculates utilization across the current calendar month. Use monthly frequency when workloads are planned over longer cycles and short-term fluctuations are acceptable. - **Weekly**: The engine calculates utilization across the current calendar week. Use weekly frequency when workloads need to stay balanced on a shorter cycle, such as when resources have limited weekly availability. - **Custom**: The engine calculates utilization for a specified custom duration. You can select from durations such as 3, 5, 10, or 15. Use these to tailor your workload utilization to meet your business needs. For example, three service resources are available for a new appointment. Resource A has 20 hours of appointments scheduled this month, Resource B has 12 hours, and Resource C has 8 hours. When the Load Balancing objective is configured with **Total Appointment Duration** and **Monthly** frequency, the engine prefers Resource C because that resource has the lowest utilization for the current month. If the objective is configured with **Number of Appointments** instead, the engine counts each resource’s appointments rather than total duration. In this case, a resource with fewer appointments is preferred, regardless of how long each appointment lasts. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=dcc2db67c83ba1aff42533c4af15c2a248e662236f89489621c16adf2351bab8 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_minimize_gaps.md --> # Workforce Scheduling Service Objective: Minimize Gaps The Workforce Scheduling Minimize Gaps service objective packs appointments into contiguous blocks by grading candidates higher when scheduling closes a gap on their day. Use Minimize Gaps to raise utilization and reduce idle time between appointments and improve resource productivity. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Include the Minimize Gaps service objective in a scheduling policy to prefer scheduling service appointments consecutively and prevent schedule gaps. Use this objective to make sure service resources have a continuous block of service appointments rather than multiple idle times between appointments throughout the day. This objective, which targets mainly healthcare companies that have part-time employees, lets them better manage employee schedules with back-to-back appointments for improved productivity. It also helps them avoid financial penalties from failing to comply with labor laws. Typically, the engine schedules appointments as early as possible within a service resource’s availability while considering the time constraints defined in the Match Time Rule work rules, such as the Earliest Start Permitted and Due Date work rules. With this objective, if the resource has an assigned appointment later in the day, the engine first tries to schedule a new appointment at a later time so that the appointments are scheduled together. If that’s not possible, it schedules the appointment at the earliest available time within the resource’s availability. For example, a healthcare company needs a nurse practitioner, whose operating hours availability is between 8:00 AM and 8:00 PM, to see four patients in one day. They prefer those appointments to be scheduled consecutively rather than spread out across the day. The nurse practitioner’s first scheduled appointment has an arrival window between 12:00 PM and 4:00 PM. The appointment is scheduled to start at 12:00 PM, the earliest time possible. The next appointment that needs to be scheduled has an arrival window between 8:00 AM and 12:00 PM. Without the Minimize Gaps objective, the engine schedules this appointment to start at 8:00 AM, the earliest time possible. With the objective, the engine schedules this appointment closer to the end of its arrival window, so it’s scheduled back-to-back with the first scheduled appointment, while taking travel time into account. The time frame you define for the service appointment directly impacts whether schedule gaps are minimized when you use this objective. For example, if two appointments have a different arrival window, one between 8:00 AM and 12:00 PM and the other between 4:00 PM and 8:00 PM, the engine doesn’t schedule the appointments consecutively. The Minimize Gaps objective also reduces the number of service resources dispatched to the field. For example, if a service appointment can be assigned to one of two service resources but one resource has no assigned appointments and the other has an assigned appointment, the engine schedules the appointment with the resource who already has an assigned appointment. Because each company has a different definition of a gap, you must configure the minimum duration that your company considers a gap. A gap is considered idle time between service appointments. Travel time isn’t considered idle time. For example, let’s say you configured the minimum gap duration to 30 minutes. Your first appointment is scheduled from 8:00 AM to 9:00 AM, and your next appointment is scheduled to start at 10:00 AM. It takes 35 minutes to travel between these appointments. Because travel time isn’t considered idle time, the actual gap is 25 minutes, which is less than the minimum gap duration you configured. Therefore, the engine doesn’t minimize this gap. The gap remains. ## Considerations - This objective is supported only for the schedule, bulk schedule, in-day, and global optimization services. It isn’t supported for these services. - Schedule New Appointment or Change Time Slot - Drag and Drop - Find Candidates - Resource Schedule Optimization (RSO) #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=cea6afa4cba8ec6fa8736e6b3be369429ec6ea301ed2cb796548c2b6dfe77fb8 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_minimize_overtime.md --> # Workforce Scheduling Service Objective: Minimize Overtime Use the Workforce Scheduling Minimize Overtime objective to reduce the duration of time that appointments are scheduled into extended hours. Scheduling during overtime hours is generally less desirable than during standard working hours because overtime usually comes at a higher cost and causes strain on service resources. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Include this objective in a scheduling policy to control how much you trade off other scheduling preferences to reduce overtime used for scheduling. Overtime hours are represented by Extended time slots in operating hours or Extended shifts. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note An Extended time slot or shift is considered as overtime only if it’s created immediately after a normal time slot or shift. For example, an 8:00 AM to 5:00 PM normal time slot and 5:00 PM to 7:00 PM extended time slot. If an extended time slot or shift is created before normal working hours, between two normal working hours, or not immediately following normal working hours, it isn’t considered as overtime by this objective. During schedule creation, the objective calculates the amount of overtime added to the schedule. Added overtime means the objective considers only the difference in total overtime between the old schedule and the new schedule. For example, a new appointment needs to be scheduled, and three options for the appointment exist. - Option 1: Overall overtime added to the schedule is 65 minutes. - Option 2: Overall overtime added to the schedule is 38 minutes. - Option 3: Overall overtime added to the schedule is 0 minutes (no overtime). Of the three options, option 3 is preferred, because the difference in overtime is the lowest out of all available options (0 minutes). Every minute of an appointment scheduled in Extended time is considered as overtime. This time also includes any: - Travel time during Extended time, unless it’s within the parameters configured in the Resource Availability rule to allow for travel to home at the resource’s expense. - Break time that takes place during Extended time. Each minute of Extended time that’s used is penalized. The penalty can be calculated as x minutes in Extended time divided by a 2-hour scale (2 hours × 60 minutes per hour). The total penalty points are multiplied by the weight of the Minimize Overtime objective in the scheduling policy to determine the resulting score of the schedule for that appointment. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=2ae257ea766a95afa76a712622c03c224a944f243378a5f61a188145e72cbe81 url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_minimize_travel.md --> # Workforce Scheduling Service Objective: Minimize Travel Use the Workforce Scheduling Minimize Travel objective to reduce the total amount of travel time added to the schedule to maximize productivity and profitability. This service objective grades candidates higher when they can reach the appointment with less driving. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Include this objective to control how much you trade off other scheduling preferences like scheduling as soon as possible, to minimize the overall time spent on travel. During schedule creation, the objective calculates the amount of travel time added to the schedule. Added travel means the objective considers the difference in total travel time between the old schedule and the new schedule. For example, if a new appointment needs to be scheduled, and three options for the appointment exist. - Option 1: Overall travel time added to the schedule is 4 minutes. - Option 2: Overall travel time added to the schedule is 30 minutes. - Option 3: Overall travel time added to the schedule is 132 minutes. Of the three options, option 1 is preferred because the difference in travel time between the old schedule and this option is the lowest of the available options (4 minutes). If you don’t want the objective to consider travel to and from home in travel calculations, you can select to exclude home base travel. Excluding home base travel can improve response speed and ensure the service resource with the shortest travel time to the site is dispatched, regardless of their home base location at the start or end of their shift. This capability is critical for high-urgency industries like Roadside Assistance and Ambulatory Services, where quick arrival to a site outweighs the additional travel time for a resource to return home. With home base travel, the engine calculates the total travel increase for the entire day—including the return trip home—which can penalize the closest resource if their home base is far from the site. By excluding home travel, the engine focuses solely on the travel between service appointments, ensuring the closest resource is dispatched. To exclude travel to home, travel from home, or both from the Minimize Travel service objective’s calculations, add the **Exclude Travel To Home Base** and **Exclude Travel From Home Base** options to your Minimize Travel service objective page layout. Each second of added travel time is penalized. For example, 120 minutes of travel is scored better than 150 minutes of travel. The penalty value is calculated as X minutes of added travel time divided by a 120-minute scale. (Travel time greater than 120 minutes is still graded on a 120-minute scale, so for example, 150 minutes of travel are penalized more than 130 minutes of travel.) The total penalty points are multiplied by the weight of the Minimize Travel objective in the scheduling policy to determine the resulting score of the schedule for that appointment. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=8615c3d92d8af0b545e7d354b2da8e2e6f287c6e7ecc7ad14cf378ed9745a2bc url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_preferred_resource.md --> # Workforce Scheduling Service Objective: Preferred Resource Use the Workforce Scheduling Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> The preferred resource objective allows you to control how important it is to schedule an appointment with a resource listed on the account, asset, location, work order, or work order line item as a resource preference of type Preferred. An appointment can be scheduled with a preferred resource or not, so no scale is involved with scoring the schedule like other objectives. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note More than one service resource can be listed as a preferred resource. In this case, all listed preferred resources are considered equal in terms of scheduling preference. A penalty is allotted to every appointment assigned to a resource who isn’t on the preferred resource list. If an appointment is assigned to a resource on the preferred resource list, no penalty is applied. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=801841cfc4d20f1e48a2c17136ab2d06779d3ba8b5383a49728a772a89660081 url=/admin/current/en-us/service/264-0-0/wfs_service_resource_priority.md --> # Workforce Scheduling Service Objective: Resource Priority Use the Workforce Scheduling Resource Priority objective to assign a priority value to rank resources during scheduling. This priority value indicates which resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Use the Priority field or create a custom field on the Service Resource object of numeric type to store the priority of the service resource. Then, configure the Resource Priority Field picklist in the Resource Priority objective. A lower numerical value for a service resource priority represents a higher business priority, so the scheduling engine prefers scheduling that resource over a resource with a higher numerical value. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note - While you can use any scale of priority values we recommend you use a scale of 1 to 10, without fractions. - Resources with a priority value of null are considered as the lowest priority grade and least preferred. - Resources with a priority value of 0 are considered the best candidates. - Negative values are considered as null. The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All the priority values in the request are graded along this scale. The graded value of the service resource’s priority represents the penalty applied when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=063e7fa62e59305a7afb168ac6327e9d13fd74c99d26d122b76de78d4ebd0a4b url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_same_site.md --> # Workforce Scheduling Service Objective: Same Site Use the Workforce Scheduling Same Site service objective to reduce travel and improve customer experience when a single location has multiple appointments in the schedule window. This objective prefers a minimal number of mobile workers visit the same location by scheduling service appointments with the same location consecutively in the same shift to the same resource, saving time and effort, and eliminating the need for multiple trips. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Maximize productivity and reduce travel time by defining exactly how service appointments are grouped at a single location: either within a close vicinity of up to one second of travel time (default), or by identical latitude and longitude coordinates. For complex sites such as campuses or farms, where multiple appointments exist without traditional connecting roads, select **Use Exact Location**. For example, with exact location matching, you can make sure your mobile worker first completes all service appointments in building A within a campus, before moving on to building B nearby. In Setup, add the **Use Exact Location** field to your Same Site service objective page layout and confirm that this page layout is assigned to the Same Site record type. In some scenarios you can prefer not to schedule appointments at the same location together at the same time. For example, if one of the appointments has a preference for a specific service resource but the same service resource isn’t skilled for the other appointments. In this case, implementing a Same Site objective as a scheduling preference balanced with other objectives ensures the scheduling engine schedule all jobs at the same location together while preventing any appointment that requires a separate service resource from being scheduled at the same time. The Same Site objective in a policy penalizes service appointments that aren’t scheduled together at the same location, if multiple appointments are at the same longitude and latitude, or within close proximity of up to one second travel. The penalty is determined by the ratio of the same-site appointments not scheduled together versus the total number of same-site appointments in the request that can be scheduled together. To calculate the resulting score for the schedule of an appointment, this ratio is then multiplied by the weight of the Same Site objective in the scheduling policy, and then multiplied again by 100 to amplify the bonus of scheduling same-site appointments together. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=735980a88da4138d18496143fdfac461802c927a41b44d42946a49f823f5c17b url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_skill_level.md --> # Workforce Scheduling Service Objective: Skill Level Use the Workforce Scheduling Skill Level objective to prefer scheduling appointments to service resources depending on how proficient they are at a specific skill. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> With the [Match Skills work rule](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling."), you can make sure the scheduling engine matches the skill requirements of an appointment to an eligible service resource. You can also make sure that the service resource is qualified enough in that skill by using skill levels. Service resources whose skill level is lower than the level listed on an appointment’s parent record’s Skill Requirement record aren’t considered candidates. You can go a step further by using the Skill Level service objective to prefer the least or the most qualified service resources, which help you keep the opposite skill proficiency for other activities. In the Skill Level objective, select **Least Qualified** or **Most Qualified** in the Prioritize Resource picklist dropdown. Least Qualified Favors the least qualified valid candidate. If multiple service resources meet the skill and the skill level criteria for the service appointment, favor the service resource with the lowest skill level value. For example, if an appointment requires the Drilling skill at level 5, a resource with a Drilling skill level of 7 is favored over a resource with a Drilling skill level of 8. Most Qualified Favors the most qualified valid candidate. If multiple service resources meet the skill and the skill level criteria for the service appointment, favor the service resource with the highest skill level value. For example, if an appointment requires the Drilling skill at level 5, a resource with a Drilling skill level of 8 is favored over a resource with a Drilling skill level of 7. If you’re using skill types as part of the Match Skill work rule, make sure that the Skill Type Developer Name field is added to the Skill Level service objective page layout. Also make sure that this field is populated with the same values as the corresponding Match Skill work rules. If the Skill Type Developer Name field is empty, the Skill Level service objective applies to all Skills that don’t have a Skill Type defined. It doesn’t apply to Skills which have a Skill Type defined. Here are some example scenarios where this preference can be useful. - By preferring to schedule Least Qualified service resources, you can allow lower qualified resources to be scheduled for work that doesn’t need a higher level of expertise. This preference leaves service resources with a higher level of expertise in that skill available for appointments that require a higher proficiency level. - Skilled service resources are usually paid more. So it makes sense to assign them more work to keep them busy, rather than assigning work to resources with a lower level of expertise. This preference can also motivate service resources to get training and upgrade their skills. Another reason to schedule someone with more expertise is to improve first-time fix rates or revisit for repairs by making sure the problem is solved by someone more experienced. When you use the Skill Level objective in a policy, the service resource’s skill level is used for the penalty calculation. For example, if two service resources meet the skill and skill level requirements for a service appointment, and they have a matching skill with levels 5 and 8 respectively, 5 and 8 penalty points are assigned to their respective scheduling scores. When the objective uses Least Qualified, the service resource with the lowest penalty points is preferred. The opposite is true when the objective uses Most Qualified. The penalty points are multiplied by the weight of the Skill Level objective in the scheduling policy to determine the resulting score of the schedule for that appointment. ## Considerations - If multiple skill requirements exist for the service appointment, the Skill Level service objective evaluates all skills and calculates an average score. - If a service appointment doesn’t have any skill requirements, the Skill Level service objective has no impact on the scheduling score. - The [Match Skills work rule](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling.") isn’t required in the scheduling policy for the Skill Level service objective to work. It still impacts the scheduling score based on the skill level of the candidate service resources. - A skill level on the service appointment’s skill isn’t required for the Skill Level service objective to work. It still impacts the scheduling score based on the skill level of the candidate service resources. - The Skill Level service objective requires complex calculations that can affect the performance of scheduling actions. Performance must be monitored when you use this objective. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=62c855cfcd0721f86a42b282f69be4efaa4ee36d41670486eec26c2bfca90ceb url=/admin/current/en-us/service/264-0-0/wfs_service_objectives_skill_preference.md --> # Workforce Scheduling Service Objective: Skill Preference The Workforce Scheduling Skill Preference service objective prefers a resource whose skill is marked as higher-priority on the work order or work order line item within the same skill type. Use Skill Preference when the appointment lists more than one acceptable skill and one is preferred. For example, a language preference: the customer accepts English or Spanish but prefers Spanish. This objective is relevant for field scheduling only. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> With the [Match Skills work rule](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling."), you can match any skill within a skill type grouping. For example, if you have a set of skills that are related to language, you can set their skill type to Language. A work order or work order line item can have both English and Spanish skills of the type Language, but if you want to select a service resource who has at least one of these skills, you can use the At Least One Skill Matches (OR) setting in the Match Skills work rule. You use the Skill Preference service objective if a preference exists for one of those skills. For example, if the customer can speak both English and Spanish but prefers to speak in Spanish. If two service resources are available, one with English skills and one with Spanish skills, even though both are eligible candidates, you can set a priority on the Spanish work order or work order line item skill requirement. And, use the Skill Preference service objective to prefer the service resource with Spanish skills. Make sure the Skill Type Developer Name field is added to the Skill Preference service objective page layout. Also, add the Skill Priority field to the Skill Requirement object. The Skill Priority values range from 1 to 10, where 1 is the highest preference and 10 is the lowest. If you enter a value that’s less than 1, the skill priority is set to 1. If you enter a value that’s greater than 10, the skill priority is set to 10. If you don’t enter a value, the skill priority is set to 10. In the Skill Preference service objective, set the Skill Type Developer Name field to the Skill Type of the family of skills specified in the Match Skills work rule set with At Least One Skill Matches (OR). The Skill Preference isn’t relevant to the Match Skills work rules set with All Skills Match (AND), because all skills in that group need to match. When you create a Skill Requirement on a Work Order or Work Order Line Item, you can set a Skill Priority for each Skill Requirement that has the same Skill Type to indicate which skills are preferred over others for that Work Order or Work Order Line Item. If priorities are set on the Skill Requirement object, skills belonging to the same Skill Type families are evaluated together. The priority value represents the equivalent penalty points for that scheduling option. The penalty points are multiplied by the weight of the Skill Preference objective in the scheduling policy to determine the resulting score of the schedule for that appointment. #### See Also - [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.") <!-- document id=81fd7f33b0323e7452da255008eebae17d0b195420c809b3f4593a318c82e46b url=/admin/current/en-us/service/264-0-0/wfs_aps_visit_service_appointment_mapping.md --> # Workforce Scheduling Visit Data Mapping Workforce Scheduling maps each field visit, such as an inspection, investigation, or a home visit to a service appointment so it can schedule, assign, and dispatch resources for visits. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> Workforce Scheduling lets you view, schedule, and manage field visits, such as inspections, investigations, home visits, and wellness checks. While users interact directly with the Visit record, Workforce Scheduling automatically creates and manages a matching Service Appointment record to assign resources, optimize schedules, and dispatch resources. A single standard context definition, WorkforceSchedulingContext (API name: `WorkforceSchedule__stdctx`), powers both record creation and continuous data synchronization across Visit, Work Order, and Service Appointment records by default. The standard context mapping captures and syncs key scheduling details across these records, including: - Work type and subject - Scheduled start and end times, due date, and arrival window - Duration, priority, service territory, and address - Assigned resource information The standard WorkforceSchedulingContext definition provides out-of-the-box mapping and can’t be edited directly. If your scheduling logic requires additional fields synced from the Visit record or modified mapping behavior, you can extend the default synchronization without disrupting standard behavior. Before you customize mappings, verify that Context Definitions is enabled in Salesforce Setup and that you’re assigned the Context Service Admin permission set. To customize mappings, clone the standard WorkforceSchedulingContext definition, add the required Visit fields, and activate the custom context definition. Then, point Workforce Scheduling to your custom context definition from the Object Mapping for Workforce Scheduling page in Salesforce Go Setup. For details, see [Customize Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_customize_workforce_scheduling.htm&language=en_US). If your scheduling logic requires additional fields synced from the Visit record or modified mapping behavior, you can extend the default synchronization without disrupting standard behavior. ## Nodes and Objects in the Mapping `WorkforceSchedulingContext` contains three nodes. The Visit mapping pairs each node with a standard Salesforce object. | Context Definition Node | Salesforce Object | What It Represents | | --- | --- | --- | | WorkforceSchedule | Visit | The scheduled field visit, including its timing, duration, work type, and account. | | WorkforceScheduleResource | Visitor | The resource assigned to the visit, such as an inspector or caseworker who completes the work. | ## Field-Level Mappings | Visit field | Service Appointment field | Description | | --- | --- | --- | | VisitType | WorkType | Specifies the type of field work, such as an inspection or audit. The work type sets the default duration and required skills to complete the visit. | | SchedulingPriority | SchedulingPriority | Indicates the appointment's priority to the automated scheduling and optimization engine. Mapped to the `VisitPriority` dynamic enum field (synced with `WorkOrder.Priority`). When you select a Visit Priority in the scheduling flow, Workforce Scheduling converts the priority value to a number from 1 to 100. See the priority mapping table that follows. | | Description | Description | Describes the work to be completed. | | Subject | Title | Indicates the primary topic, headline, or purpose of the visit. | | Account | Account | Identifies the account associated with the visit. | | Place | No direct mapping. Derived from `ServiceTerritory.Location` | Identifies the service territory that covers the visit location. Workforce Scheduling uses it to match the visit to resources who serve that territory. | | CustomerAddress | Address | Stores the address where the service appointment takes place. | | CustomerReferenceRecord | CustomerReferenceRecord | Stores the Lead Record data in guest user applications. | | DueDate | DueDate | Specifies the date by which the visit must be completed. | | EarliestStartTime | EarliestStartTime | Specifies the earliest date and time that the visit can begin. | | ArrivalWindowStartTime | ArrivalWindowStartTime | Specifies the start of the time window during which the assigned resource is expected to arrive. | | ArrivalWindowEndTime | ArrivalWindowEndTime | Specifies the end of the time window during which the assigned resource is expected to arrive. | | PlannedVisitStartTime | SchedStartTime | Specifies the scheduled start time set when Workforce Scheduling books the visit. | | PlannedVisitEndTime | SchedEndTime | Specifies the scheduled end time set when Workforce Scheduling books the visit. | | ActualVisitStartTime | ActualStartTime | Specifies the actual start time of the visit. Salesforce doesn't automatically populate these fields. Set up your own business logic to populate them. The data syncs automatically between the two objects. | | ActualVisitEndTime | ActualEndTime | Specifies the actual end time of the visit. Salesforce doesn't automatically populate these fields. Set up your own business logic to populate them. The data syncs automatically between the two objects. | | Duration | Duration | Specifies the expected duration of the visit, derived from the work type. | | DurationType | DurationType | Specifies the unit for the duration, such as Minutes or Hours, derived from the work type. | Review these additional considerations when working with Visit records: - The mapping of the `VisitPriority` dynamic enum to the Work Order priority is a default behavior. The system handles it automatically and isn't configured as part of the context definition. - The Work Order Priority picklist stores ordinal string codes. Each code maps to a numeric `SchedulingPriority` value. A lower number means a higher scheduling priority. If the priority is not set or is a custom value that isn't listed, the scheduling priority defaults to 100 (Low). | Priority label | Picklist code (`WorkOrder.Priority`) | SchedulingPriority value | | --- | --- | --- | | Critical | 4 | 1 | | High | 3 | 75 | | Medium | 2 | 90 | | Low | 1 | 100 | | Unset or custom value | Any other value | 100 (Low) | - You can't edit the Status field on a Visit record directly. To update the status, use the Change Status action in the console or update the Status field on the associated Service Appointment record. Status changes automatically sync across both records. Here's how Service Appointment Status Category maps to the Visit Status: | Service Appointment Status Category | Mapped Visit Status | | --- | --- | | None | Unscheduled | | Scheduled | Planned | | Dispatched | Dispatched | | In Progress | In Progress | | Cannot Complete | Abandoned | | Completed | Completed | | Canceled | Abandoned | ## Visit Assignees Mapped to Assigned Resources A visit's assignees map to assigned resources on the service appointment, which identify who completes the work. | Visit assignee field | Assigned resource field | Description | | --- | --- | --- | | Assignee | ServiceResource | Identifies the resource, such as an inspector, assigned to complete the visit. | | IsRequired | IsRequiredResource | Indicates whether the assigned resource is required for the visit. | ## Related Lists on the Visit Skill Requirements and Resource Preferences (including excluded, required, and preferred resources) don’t appear as related lists on Visit records. Instead, Visit records inherit this data from the Work Type through the Work Order. To modify skill requirements or resource preferences, edit the Work Order record. <!-- document id=57b422c27cc94923f030a8c55f96819007fb308ca15f5ac048327add66286e07 url=/admin/current/en-us/service/264-0-0/wfs_context_definition_standard.md --> # WorkforceSchedulingContext Standard Definition The WorkforceSchedulingContext standard context definition gathers scheduling data from service appointment, interaction, and visit objects for use in Workforce Scheduling appointment flows. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> | Detail | Value | | --- | --- | | Standard Definition | WorkforceSchedulingContext | | Use | Gathers scheduling data, such as work type, location, and scheduled times, from service appointment, interaction, and visit records for use in scheduling flows. | | Associated Components | Workforce scheduling flows | For more information, see [Workforce Scheduling Visit Data Mapping](https://help.salesforce.com/s/articleView?id=ind.aps_wfs_visit_service_appointment_mapping.htm&type=5&language=en_US). <!-- document id=de549e2d28f1b9afaa840956c74a23041d56ea8f174ea9025370d0b9a20a8dbf url=/admin/current/en-us/service/264-0-0/pfs_appointments_list.md --> # Working in the Field Service Classic Dispatch Console Appointment List Use the service appointment list on the left side of the Field Service Classic Dispatch Console to filter, sort, and search appointments within the list. You can also perform actions on selected appointments. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ The service appointment list shows the appointments associated with the service territories you loaded to the Gantt or the appointments assigned to service resources within these service territories. From within the appointment list, you can: - View the scheduling policy that’s currently applied, and apply a new one - Select the date fields that are considered when filtering appointments to show on the Gantt - Customize the Gantt’s time frame by adjusting its horizon or opting to make the appointment list match the Gantt’s date range - Schedule and dispatch service appointments - Optimize your schedule - Flag and unflag appointments - Filter the appointment list based on a search query or appointment status - Filter the appointment list by service territory - Show icons and appointment details to communicate information quickly - Customize the Classic Dispatch Console settings by clicking the gear icon in the top right-hand corner of the list ## Search the Appointment List To search within the appointment list, enter two or more characters in the search field. Separate multiple keywords with a comma, which applies an OR condition to the search. When you enter a query, the list updates to show only service appointments with at least one matching property. If no appointments match your query, click **Search All Records** in the body of the list to search all appointments in your org. From the resulting list of appointments, you can force-add an appointment to the list that doesn’t match the Gantt loading criteria. The **Search All Records** action only supports search queries of a complete service appointment number or record ID. These service appointment fields are scanned in searches: - Service Appointment Number - Gantt Label - Account Name - Assigned Resource Name - Service Appointment ID - Service Territory Name - SA Status - Fields in the Service Appointments List Columns field set that is of the following types: text, text area, lookup name, and picklist ## Filter the Appointment List Filters, similar to list views, control which service appointments appear in the appointment list. The list is also filtered based on the horizon, selected date fields, and search values. Apply a filter by selecting one from the filter dropdown menu in the appointment list (1). Select appointments using different filters. Click the link to see the selected list (2) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note The appointment list shows Field Service filters in the Standard Filters section, and custom filters that you’ve created in the Custom Filters section. If Agentforce is enabled, you will also see two additional sections, My Agentforce Summaries and My Agentforce Searches. See [Using Agentforce in the Classic Dispatch Console](https://help.salesforce.com/s/articleView?id=service.pfs_copilot_dispatcher.htm&type=5&language=en_US). ![Appointment list](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_appointment_list_views.png) You can choose from the following filters in the Standard Filters section of the list. The custom permissions assigned to the user determine the visibility of each filter. When the filtering criteria are based on Status, the filters consider the [status category](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management."), which maps all standard and custom status values to categories corresponding to the default status values. Conditions have an OR statement between them. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17163e209">Filter Name</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d17163e212">Definition</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">All Service Appointments</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">All service appointments.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Canceled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments whose status category is Canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Contractors</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are scheduled to capacity-based resources.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Crews</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments whose parent work order or work order line item has the Minimum Crew Size field set.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Exclude Bundle Members</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that represent a bundle or aren’t part of a bundle.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Flagged</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that the user marked as flagged. Flags aren’t saved when the Classic Dispatch Console is reloaded.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Gantt</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are currently shown on the Gantt, which means they have one or more assigned resources and fall within the defined time frame.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">In Jeopardy</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that are marked In Jeopardy and aren’t canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Recently Used</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that were recently interacted with via scheduling, dragging, Chatter posts, status changes, the Get Candidates action, the Show on Gantt action, and the Open Details action. Recent service appointments aren’t saved when the Classic Dispatch Console is reloaded. </td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Rules Violating</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that have rule violations and aren’t canceled.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Scheduled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments with an assigned resource.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Selected</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that the user selected in the appointment list. Selections aren’t saved when the Classic Dispatch Console is reloaded.</td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">To Do</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 "> <p>Service appointments that are awaiting an action from the dispatcher. It includes appointments that match one of these criteria.</p> <ul> <li>The status category is None.</li> <li>The appointment has rule violations.</li> <li>The appointment is In Jeopardy and isn’t Canceled or Completed.</li> </ul> </td> </tr> <tr class=""> <td data-label="Filter Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e209 ">Unscheduled</td> <td data-label="Definition" class="slds-cell-wrap" style="vertical-align:top;" headers="d17163e212 ">Service appointments that don’t have an assigned resource and aren’t canceled.</td> </tr> </tbody> </table> ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - [Create custom filters for the appointment list](https://help.salesforce.com/s/articleView?id=service.pfs_appointment_list_filters_custom.htm&release=264.0.0&type=5 "Create custom filters in Field Service to control which appointments appear in the Classic Dispatch Console service appointment list. Base your filters on service appointment fields and add custom logic. Dispatchers can create private filters or share them with others."). - To filter the appointment list by territory, click the gear icon in the appointment list and select **Territory filtering**. ## Mass-Edit Appointments To modify multiple appointments in the appointment list, select the desired appointments. Then, open the Actions menu and select an action: | Action | Definition | | --- | --- | | Schedule | Execute an automatic scheduling process for the selected appointments. | | Dispatch | Dispatch the selected appointments. | | Flag / Unflag | Add or remove a flag for the selected appointments. You can use the flag for filtering later. | | Check Rules | Initiate a rule validation check for the selected appointments. | | Unschedule | Unschedule the selected appointments, or define the relevant time range and service territories of the appointments that must be unscheduled. | | Optimize | [Optimize the selected appointments](https://help.salesforce.com/s/articleView?id=service.pfs_optimize_dispatcher.htm&type=5&language=en_US). You’re given the option to select a scheduling policy and filter the selected appointments before running the optimization. | To customize the list of actions, from the App Launcher, find, and open the **Field Service Admin** app. Click **Field Service Settings** > **Dispatcher Console UI** > **Gantt Configurations**, and scroll to the section where you can reorder, add, or remove actions. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note To limit dispatchers’ mass-edit options, remove the Bulk Dispatch, Bulk Optimize, Bulk Schedule, or Bulk Unschedule custom permissions from their user profiles. If you [create custom Classic Dispatch Console actions](https://help.salesforce.com/s/articleView?id=service.pfs_create_custom_actions.htm&release=264.0.0&type=5 "Put the right actions at your dispatchers’ fingertips by adding custom actions to the Classic Dispatch Console. Custom actions can either call an Apex class or open a Visualforce page, and can be run on records in several areas of the Classic Dispatch Console. To keep the Classic Dispatch Console tidy, actions are shown in dropdown action lists with icons.") in the Service List category, those actions appear below the built-in actions in the action list. ## Customize the Appointment List Field sets control the fields and field order of the appointment list layout. For help, see [Customize the Classic Dispatch Console with Field Sets](https://help.salesforce.com/s/articleView?id=service.pfs_fieldsets.htm&release=264.0.0&type=5 "Use field sets to control which fields appear in different sections of the Field Service Classic Dispatch Console. For example, choose which fields appear as columns in the appointment list."). To use background shading in the appointment list, click the gear icon in the top-right corner and select **Dispatch Console Settings**. In the Appointment List Color-Coding field, select an option: | Color-Coding Setting | Definition | | --- | --- | | Default | Apply a white background to appointments in the list | | Full Shading | Apply a flat background color | | Horizontal Gradient | Apply a gradient background color | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png) Note - By default, an appointment’s color on the Gantt and appointment list is based on its status. However, Gantt palettes and the Gantt Color field on service appointments override the default color scheme. - Regardless of the appointment list color-coding setting, appointments with rule violations are highlighted in the appointment list in yellow and in-jeopardy appointments are highlighted in red. ## Highlight Filtered Appointments on the Gantt Quickly spot the appointments shown in the appointment list on the Gantt. Select an appointment list filter or enter a search term, and then click **Highlight** in the appointment list. All appointments and absences not shown in the list appear faded on the Gantt. Click the X icon to remove the highlighting. ![Highlight feature](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/pfs_highlight.png) #### See Also - [How are Status Categories Used?](https://help.salesforce.com/s/articleView?id=service.fs_status_categories.htm&release=264.0.0&type=5 "Service appointments, work orders, and work order line items have two status-related fields—Status and Status Category—which come with the same standard values. Status categories, which are referenced in many field service processes, allow you to use custom status values while maintaining a consistent work classification for tracking, reporting, and business process management.") <!-- document id=f96ea8e3c96cd30eca22a9047a1a202d9dddeac4c7b4a33a847fb9c5ad1db35e url=/admin/current/en-us/service/264-0-0/pfs_map.md --> # Working in the Field Service Classic Dispatch Console Map The Classic Dispatch Console map gives dispatchers a dynamic bird’s-eye view of their mobile workforce. Learn how to customize the map view and draw territories directly on the map. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table> ![Package icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_package.png) _This is a Field Service managed package feature._ - **[Customize the Field Service Classic Dispatch Console Map](https://help.salesforce.com/s/articleView?id=service.pfs_using_map.htm&release=264.0.0&type=5)** Control the information shown on the Classic Dispatch Console map. By default, the map shows markers for all service resources whose appointments are loaded in the Gantt or appointment list. - **[Enable Map Polygons in Field Service](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&release=264.0.0&type=5)** Set up and configure map polygons so you can draw your own territories directly on the map. - **[Create and Manage Map Polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons.htm&release=264.0.0&type=5)** Draw your own Field Service territories directly on the map, then link them to your service territories. Polygons make it easy to mass-update all appointments within a specific geographic area. - **[Import Service Territory Polygons in KML](https://help.salesforce.com/s/articleView?id=service.pfs_import_kml.htm&release=264.0.0&type=5)** Map polygons represent the physical boundaries of a service territory in Field Service. While you can draw a polygon on the Classic Dispatch Console map, you can also import one in KML (Keyhole Markup Language). For example, cities may provide public KML files so you can create service territories whose boundaries correspond exactly to the city borders. #### See Also - [View a Field Service Resource’s Daily Travel Route](https://help.salesforce.com/s/articleView?id=service.pfs_travel_routes.htm&release=264.0.0&type=5 "The scheduling optimizer uses street-level routing to schedule your mobile worker’s day appropriately. On the day of service, the Field Service mobile app’s geocoding feature tracks the actual route taken. You can see both the planned and actual routes together on the resource map view.") - [Set Up Routing for Travel Time Calculations](https://help.salesforce.com/s/articleView?id=service.pfs_streetlevelrouting.htm&release=264.0.0&type=5 "Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.") <!-- document id=3c355fc63210627e5e4a15ac7bf43a62a52c78ac84c343a848d24d9079e70ef5 url=/admin/current/en-us/service/264-0-0/idea_themes_overview.md --> # Working with and Using Idea Themes Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> For example, to engage with your community and create excitement around the launch of a new product, you can ask members to work together to create the product’s name. Community members collaborate and add ideas to the idea theme, while you monitor their activities as they vote and comment on each other’s ideas until they find a winner. When you create an idea theme, you can add pictures, videos, and other multimedia content to showcase or explain the idea that you’re presenting to the community. You can also view and manage the list of ideas that have been posted to the idea theme. - **[Use Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_using.htm&release=264.0.0&type=5)** Click the Idea Themes tab to view, filter, moderate, and create themes from lists. - **[Create and Edit Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_creating.htm&release=264.0.0&type=5)** Use the Idea Themes tab in both the application and the console to create and edit Idea Themes for the Experience Cloud sites that you manage. - **[Managing Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_managing.htm&release=264.0.0&type=5)** From the Idea Themes detail page, you can manage an idea theme and its related ideas. <!-- document id=ea5501d591cab759be8ea265cc4513cea7102fe434bacd8f0bfad0853bf39558 url=/admin/current/en-us/service/264-0-0/ideas_using.md --> # Working with and Using Ideas Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a></td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40473e54">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">To view the Ideas tab:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">Read on ideas </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">To view and vote for ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">Read on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">To create ideas and add comments to ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">Create on ideas</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">To edit ideas and edit comments on ideas:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40473e54 ">Edit on ideas</td> </tr> </tbody> </table> You can: - [Post ideas](https://help.salesforce.com/s/articleView?id=service.ideas_post.htm&release=264.0.0&type=5 "Learn to post and edit Ideas.") - [View ideas](https://help.salesforce.com/s/articleView?id=service.ideas_view.htm&release=264.0.0&type=5 "Learn the different ways to view Ideas in Salesforce.") or [Idea Themes](https://help.salesforce.com/s/articleView?id=service.idea_themes_overview.htm&release=264.0.0&type=5 "Idea Themes lets you invite community members to post ideas about specific topics so that members can solve problems or propose innovations for your company.") - Search for ideas - [Vote for ideas](https://help.salesforce.com/s/articleView?id=service.ideas_vote.htm&release=264.0.0&type=5 "Promote or demote ideas to change their score.") - [Comment on ideas](https://help.salesforce.com/s/articleView?id=service.ideas_comment.htm&release=264.0.0&type=5 "Comments are plain text responses to posted ideas that enable discussions about the ideas.") - [View recent activity and replies](https://help.salesforce.com/s/articleView?id=service.ideas_myprofile.htm&release=264.0.0&type=5 "Your Recent Activity page contains a summary of all the recent activity that relates to your participation within a zone. Here’s how to access it.") - [Subscribe to syndication feeds](https://help.salesforce.com/s/articleView?id=service.ideas_feeds.htm&release=264.0.0&type=5 "Syndication feeds enable users to subscribe to changes in Ideas and receive updates in external news readers.") Each time you click the Ideas tab, the Popular Ideas subtab displays ideas in all categories. To change your current view, click one of the other subtabs like Recent Ideas or Top All-Time. Click ![three column list icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/support_legacy/images/elv_list_toggle.png)**List** to toggle back to the list view. #### See Also - [Understand and Work with Ideas](https://help.salesforce.com/s/articleView?id=service.ideas_about.htm&release=264.0.0&type=5 "The Ideas feature serves communities of users who post, vote for, and comment on ideas. An Ideas community provides an online, transparent way for you to attract, manage, and showcase innovation.") <!-- document id=ec6ea83eb30586cbff4d16433e634eb26372b11312e2c6e6bc7004b9dcde1429 url=/admin/current/en-us/service/264-0-0/cases_email.md --> # Working with Case Emails in Salesforce Classic Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d184072e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">To view cases:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">Read on cases</td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">To work with case emails:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">Edit on cases</td> </tr> </tbody> </table> To work with Email-to-Case or On-Demand Email-to-Case emails: - Click **Send An Email** to send an email to a contact, another user, or any other email address. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note Partner Community user types do not see the Send An Email button in Classic Communities. The button is available in the Activity list. - Click **Reply** to respond to an email. The email response automatically includes the email body as received from the customer. Enter your response and click **Send**. When you reply to email messages in the Email related list on cases, the From: field on your email may display to recipients as no-reply@salesforce.com or support@company.com. This is due to how the recipients' email applications receive Sender and From headers on inbound email. By default, an Enable Sender ID compliance setting is selected for your organization, which enables email messages sent from Salesforce to comply with email applications that require Sender headers for delivery. - Click **To All** to respond to all participants on an email thread. - Click the subject of the email to view the email. From the email, you can reply to the sender, reply to everyone, forward the email, or delete it. - While viewing an email, you can display a list of all the emails associated with the case by clicking **Email Message List**, and you can navigate to the case's other emails by clicking **Next** or **Previous**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note The **Email Message List**, **Next**, and **Previous** links are not available in the Customer Portal and partner portal. - While viewing an email, click **Forward** to forward it. The email automatically includes the email body as received from the customer. Optionally, enter text and click **Send**. - If the original email was an HTML email, you can click the **Click here to view HTML version** link to see the HTML version. For inbound email messages, if you want to see the entire email header, click the **Click here to view original email headers** link on the email detail page. - To view any attachments contained in incoming emails, go to the Attachments related list of the email. To view attachments sent with outbound emails, view the Attachments related list of outbound emails. The size limit for an attachment is 5 MB. The user who configured the email agent can view its log file to see if any attachments exceeded the size limit. - Click **Del** to delete an email. Note that a deleted email can be retrieved from the Recycle Bin. However, if you delete an email from a case, then delete the case, you will not be able to retrieve the deleted email from the Recycle Bin. In the Email related list, emails are listed in the order received according to the most recent. Emails in the related list display one of the following statuses: <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d184072e257">Email Status</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d184072e260">Description</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 "> <strong>New</strong> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 "> <p>An inbound email that has not been read. </p> <p style="margin-bottom:0;">The contents of the <samp class="parmname">Subject</samp> field display in bold for emails with a New <samp class="parmname">Status</samp>. </p> </td> </tr> <tr class=""> <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 "> <strong>Read</strong> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An inbound email that has been read but not replied to.</td> </tr> <tr class=""> <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 "> <strong>Sent</strong> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailOutbound.gif" alt="Sent Email"></span> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An outbound email.</td> </tr> <tr class=""> <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 "> <strong>Replied</strong> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span> </td> <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An inbound email that has been replied to. Replying to a sent email gives it a replied status.</td> </tr> </tbody> </table> When a case contains a new (unread) email, an “Email” task associated with that case is automatically created in the case owner's task list with the email subject displayed. The owner can easily see the new task on the Home tab or from the Open Activities related list of the case. From the task, the owner can click a link to view the email associated with the case. When the user responds to the email, the task is removed from the owner's task list and added to the case's Activity History related list. The user can also move an email task to which they have not responded to the Activity History related list by changing its status to “Completed.” ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note When inbound emails create a new case and your assignment rules route that case to a queue, the “Email” task is assigned to the user configured in the email agent. If an inbound email does not contain the email address of an existing contact, then the Web Name field on the case is automatically updated with the name in the From field of the email, and the Web Email field on the case is automatically updated with the address provided in the inbound email. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip When running the Cases with Emails report, add the Is Incoming field to the report to see the cases received via Email-to-Case. #### See Also - [Send Articles from Cases](https://help.salesforce.com/s/articleView?id=service.cases_send_articles.htm&release=264.0.0&type=5 "Service reps can send articles as PDFs to customers with cases.") <!-- document id=94f1fb9b1fdb1e595f6ee0e59df218b46deae9aefd34f2a865466bfcdefbc41c url=/admin/current/en-us/service/264-0-0/working_with_conversation_data.md --> # Working with Conversation Data Let’s review the actions that you can take in each type of channel. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> <col style="width:33.33333333333333%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e40">Action</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e43">Supported in Standard Messaging?</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d84019e46">Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">View transcripts</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. View them in the Conversation component in the Service Console, or view individual ConversationEntry records.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. View them in <span>Data 360</span> or in the Enhanced Conversation component in the Service Console.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Search transcripts</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">No.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">No.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Report on transcripts</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Create custom report types with ConversationEntry as the primary object. For example, create a report showing all messaging sessions conducted per month, organized by status.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 "> Yes. Analyze transcripts in <span>Data 360</span> with reports and dashboards or Tableau.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Download transcripts</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Use Data Loader or the Salesforce Bulk and REST APIs. Or, use the <a href="https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&type=5&language=en_US" target="_blank">Conversation Transcript Export</a> tool to download your entire transcript history weekly.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Use the <a href="https://help.salesforce.com/s/articleView?id=service.Conversation_transcript_export_1.htm&type=5&language=en_US" target="_blank">Conversation Transcript Export</a> tool to download your entire transcript history weekly. </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Delete transcripts to protect customer data</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Deleting a customer’s messaging sessions and messaging user records deletes all associated ConversationEntry records.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 "> <p>Yes. See:</p> <ul> <li><a href="https://help.salesforce.com/s/articleView?id=service.voice_delete_data.htm&type=5&language=en_US" target="_blank">Delete Voice Call Customer Data</a></li> </ul> </td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Redact text in transcripts</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes. Create sensitive data rules in Setup to mask certain patterns of text, or use the Salesforce SOAP API.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Use the Connect REST API to update voice call or messaging transcripts. See <a href="https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_connect_overview.htm" target="_blank">Upload or Update Transcripts with Connect REST API</a>.</td> </tr> <tr class=""> <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e40 ">Use the Salesforce API to work with conversation data</td> <td data-label="Supported in Standard Messaging?" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e43 ">Yes.</td> <td data-label="Supported in Enhanced Messaging, Enhanced Chat, and Salesforce Voice?*" class="slds-cell-wrap" style="vertical-align:top;" headers="d84019e46 ">Yes. Analyze your data by using the Data Cloud API.</td> </tr> </tbody> </table> \* Includes Bring Your Own Channel in Messaging. ConversationEntry records aren’t created until the messaging session ends and the service rep closes the session tab. One exception is for the first message in any standard messaging session, whose ConversationEntry record is created immediately. In Enhanced Messaging channels, you can also use Lightning web components to monitor service rep and customer messages in real time. See [Lightning Web Component Events for Enhanced Messaging](https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_lightning_enhanced_messaging_lwc_events.htm). <!-- document id=501ffdc703199419ebd22e7e8b773bfd598557c6434667fba49b6217dc913652 url=/admin/current/en-us/service/264-0-0/sp_component_usage_gp.md --> # Working with Guidance Plans Learn how service reps work with guidance service plans for case. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> - [Component Overview](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5) - [Summary State](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5) - [Plan State](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5) - [Redraft Plan State](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5) - [Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5) - [Considerations for Working with Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_component_usage_gp.htm&release=264.0.0&type=5 "In addition to the general functionality of the component, here are a few considerations to keep in mind.") ## **Component Overview** When the Service Assistant component is added to the case record page, service reps use the component to draft service plans and execute the plan steps. Check out this video to learn how service reps use the component to resolve cases. For additional details, review the information that follows. To open the video in full-screen, click [here](https://salesforce.vidyard.com/watch/uz5DRUqt8EAHHFCuiRSn1e). The Service Assistant component is available to service reps if they have the Service Planner User permission set. The component is hidden from service reps without the permission set. Also, in order to use the component, the case must meet your ‌‌[Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&release=264.0.0&type=5 "Learn how to control when Service Assistant creates a service plan."). If the case doesn’t meet the criteria and the service rep has the permission set, the component shows a message that the case isn’t eligible for a service plan. Service reps work with the component in three operational states: Summary State (1), Plan State (2), and Redraft Plan State (3). ![Service Assistant component states](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_states.png) ## **Summary State** In the summary state, service reps receive an overview of the case so they don’t have to read through the case feed. Here’s an example of the summary state and a few details about what occurs in this state. ![Service Assistant component in the summary state](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_component_summary_state.png) Case Summary - When the case record page is opened and the case meets the eligibility criteria, the component summarizes the case and provides a high-level overview of what they can do to resolve the case, known as summary steps. - The component shows the date and time for the creation of the summary and summary steps. - Service reps can rate the accuracy and helpfulness of the summary by using the Feedback component. - If a service plan summary isn’t provided or you see a message that a summary can’t be provided, make any edits to the Subject or Description field. Then, click the Sync button or refresh the case record page. For example, add extra periods to the description. ![Service Assistant with Case field edits](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_comp_summary_fields.png) Drafting a Service Plan - Service reps click **Draft Plan** to create a service plan. - The component enters the drafting state where the Draft Plan button is disabled. - If the Service Assistant agent is deactivated in the summary state, an error message appears, and the Draft Plan button becomes disabled. Draft Plan Availability - The Draft Plan button is disabled for closed cases. - Service Assistant uses the Subject and Description fields to match the case to a subagent and decide whether the case needs a plan. Both fields must clearly state the issue. Otherwise, the Draft Plan button can be disabled, or you can see an error message such as “There’s not enough information to draft a service plan summary.” To resolve this, state the issue clearly in both fields, and then refresh the page. - If the case contains text indicating that the issue is resolved, or the Description doesn’t highlight a clear issue, Service Assistant concludes that there’s no issue to resolve. The Draft Plan button is disabled, and you can see the message “Looks like the issue is resolved, so there’s no need for a service plan.” Modify the Subject and Description to state a clear issue, and then refresh the page. The Draft Plan button appears. Subagent Assignment - The component shows **Service Plan Available** followed by the name of the subagent assigned to the case. Service Assistant builds the plan from the instructions in that subagent and from knowledge articles if a data library is attached to the agent. - Service Assistant is an issue-specific agent that needs a subagent for each type of issue you want it to help service reps resolve. If you create only a general-purpose subagent, such as “Issue Resolution Assistance,” Service Assistant can’t generate an accurate service plan. Service reps see the plan summary with the Draft Plan button disabled, one of the following error messages, or both. - “We couldn’t draft a service plan summary, but we’ll keep trying. If the issue continues, contact your Salesforce admin.” - “There’s not enough information to draft a service plan summary. Add more details, then check back here.” - “We couldn’t draft a service plan because no relevant topics exist. Ask your Salesforce admin to create one, or add more context to the item.” - For example, a case describes a disputed credit card charge, but the only subagent you have is Issue Resolution Assistance. The service plan summary either fails to generate, or Service Assistant assigns the general-purpose subagent, shows **Service Plan Available: Issue Resolution Assistance**, and disables the Draft Plan button. Although the Subject and Description clearly state a credit card dispute, the subagent doesn’t have enough context to draft an issue-specific service plan, even if you use knowledge grounding. To fix this, create a subagent for the issue, such as Credit Card Dispute Resolution, with instructions for resolving it. ## **Plan State** In the plan state, service reps draft a service plan and execute the steps. Here’s an example of the plan state and a few details about what happens in this state. ![Service Assistant component in the draft plan state](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_component_draft_state.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18742e270"> </th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18742e272"> </th> </tr> </thead> <tbody> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e270 ">Drafting a Service Plan</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e272 "><a name="sp_component_usage_gp__ul_lts_2kl_vkc"><!-- --></a> <ul id="sp_component_usage_gp__ul_lts_2kl_vkc"> <li>After service reps click <strong class="uicontrol">Draft Plan</strong>, the component shows an active service plan with step-by-step guidance for resolving the case. The case summary steps from the summary state aren’t included. If a service plan takes longer than 2 minutes to generate, service reps must refresh the page. </li> <li>The plan is organized into sections that provide a logical sequence of steps: Gather Information, Work the Case, Resolve the Case, and Wrap Up. </li> <li>Service reps execute the steps and mark them as complete. The plan’s progress is automatically saved when steps are marked as complete. A service plan doesn’t require any steps to be completed or marked as complete. </li> <li>Several service reps can collaborate on a case with a service plan. We recommend that each service rep click the <strong class="uicontrol">Sync Plan</strong> button regularly to make sure they have the latest plan progress when steps are marked complete.</li> </ul> </td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e270 ">Closing a Service Plan</td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e272 "><a name="sp_component_usage_gp__ul_mts_2kl_vkc"><!-- --></a> <ul id="sp_component_usage_gp__ul_mts_2kl_vkc"> <li>If a service rep completes a plan, they click <strong class="uicontrol">Close Plan</strong>. The plan enters a read-only state. Closing a plan doesn’t close the case. Conversely, closing the case doesn’t close the plan. </li> <li>If multiple service reps are working on the same plan and one rep closes the plan, the other reps see the component as read-only when they sync the plan or change the plan. </li> <li>Service reps can rate the accuracy and helpfulness of the plan using the Feedback component. </li> </ul> </td> </tr> <tr class=""> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e270 "> <p style="margin-bottom:0;">Error States</p> </td> <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e272 "><a name="sp_component_usage_gp__ul_qvl_qr2_52c"><!-- --></a> <ul id="sp_component_usage_gp__ul_qvl_qr2_52c"> <li>If the Service Assistant agent is deactivated in Setup, the drafted service plan shows an error message to indicate the deactivation. However, the service representative can still execute the service plan. </li> <li>If the case is closed while a service plan is in progress, the service reps see a notification that the case is closed. The service plan remains in an active state in the case. </li> </ul> </td> </tr> </tbody> </table> ## **Redraft Plan State** In the redraft state, service reps click the **Redraft Plan** button to receive a new service plan with the latest case information. Here’s an example of a redraft plan state and a few details about what occurs in this state. ![Service Assistant component in the redraft plan state](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/service_planner/sp_component_redraft_state.png) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:20%"> <col style="width:80%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18742e391">State function</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18742e394">Details</th> </tr> </thead> <tbody> <tr class=""> <td data-label="State function" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e391 "> <p style="margin-bottom:0;">Redrafting a Service Plan </p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e394 "><a name="sp_component_usage_gp__ul_pts_2kl_vkc"><!-- --></a> <ul id="sp_component_usage_gp__ul_pts_2kl_vkc"> <li>When a case has new information and no steps in the original plan are marked as complete, the Redraft Plan button shows under the plan summary. Redrafting a plan is optional. </li> <li>New case information includes any changes or additions to the Case fields used to ground Service Assistant or changes to the topic assigned to the case. Topic changes include: <a name="sp_component_usage_gp__ul_rtt_cs2_52c"><!-- --></a> <ul id="sp_component_usage_gp__ul_rtt_cs2_52c"> <li>Updates to the label, scope, and descriptions </li> <li>Addition of new instructions </li> <li>Deletion or updates of existing instructions </li> <li>Addition of new actions and deletion of existing actions. Updates to existing actions aren’t considered context changes.</li> </ul> </li> <li>Any changes made to a quick action name or instruction after service plans are generated aren’t considered new case information. The Redraft Plan button won’t display in the component.</li> <li>When a service rep clicks the <strong class="uicontrol">Redraft Plan</strong> button, the component enters a read-only state to indicate that the creation of a plan is in progress. </li> <li>When a redrafted plan is presented, the previous plan isn’t accessible. </li> <li>When multiple service reps are working on a case with a service plan and the case has new information, both reps see the Redraft Plan button. This scenario occurs only when no steps are marked as completed in the plan. </li> <li>When a service rep closes a plan in the redraft state, the plan and the Redraft Plan button are deactivated. </li> </ul> </td> </tr> <tr class=""> <td data-label="State function" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e391 "> <p style="margin-bottom:0;">Redrafting Ineligibility</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e394 "><a name="sp_component_usage_gp__ul_qts_2kl_vkc"><!-- --></a> <ul id="sp_component_usage_gp__ul_qts_2kl_vkc"> <li>If any steps in the original plan are marked as complete and there’s new information in the case, the Redraft Plan button doesn’t show. However, if you deselected the completed steps, the button shows. </li> <li>If the case is closed when the plan is redrafting, the service rep receives an empty plan. However, the service plan and Redraft Plan button remain active. </li> </ul> </td> </tr> <tr class=""> <td data-label="State function" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e391 "> <p style="margin-bottom:0;">Error States</p> </td> <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d18742e394 "><a name="sp_component_usage_gp__ul_rts_2kl_vkc"><!-- --></a> <ul id="sp_component_usage_gp__ul_rts_2kl_vkc"> <li>If the Service Assistant agent is deactivated in the Redraft State, an error message shows and the Redraft Plan button isn’t shown. </li> <li>If the case status changes to closed, service reps receive a notification that the case is closed. The service plan remains in an active state.</li> </ul> </td> </tr> </tbody> </table> ## **Error Messages** If Service Assistant can’t draft a service plan or plan summary, service reps can see one of these messages. - “We couldn’t draft a service plan summary, but we’ll keep trying. If the issue continues, contact your Salesforce admin.” - “We couldn’t draft a service plan summary. Contact your Salesforce admin for help.” - “There’s not enough information to draft a service plan summary. Add more details, then check back here.” - “I don’t have enough information to help with your request. Add more details and try again.” - “We couldn’t draft a service plan because no relevant topics exist. Ask your Salesforce admin to create one, or add more context to the item.” - “We couldn’t draft a service plan because we couldn’t find any related topics. Ask your Salesforce admin to create a relevant topic, or try again.” - “Looks like the issue is resolved, so there’s no need for a service plan.” These messages usually mean one of the following. - A general processing error occurred. - The Subject and Description don’t include enough details about the issue. - The case or your grounding sources contain information that indicates the issue is resolved. - No subagent matches the issue, or the only subagent that applies is general-purpose. To troubleshoot, try these steps. - Refresh the case record page, or make a small edit to the Subject or Description and click Sync. - Make sure that the Subject and Description clearly state the issue. - Make sure that you have a subagent created for the issue. Create one subagent for each type of issue, with instructions for resolving it. - Remove information in the Subject, Description, case comments, case feed, or case emails that indicates the issue is resolved, and then refresh the page. - Make sure that the ServicePlanner User has access to the case comments, case emails, case feed, and any grounding sources that you use. - For more troubleshooting steps for each message, see [Troubleshoot Service Assistant Error Messages](https://help.salesforce.com/s/articleView?id=service.sp_troubleshooting_and_error_messages.htm&release=264.0.0&type=5 "Review the troubleshooting steps for error messages in Service Assistant for Case, Messaging, and Voice."). ## Considerations for Working with Service Assistant In addition to the general functionality of the component, here are a few considerations to keep in mind. - Service Assistant can’t generate service plans for cases that have no topic assigned, little to no case information, and cases that are outside the scope of the set Service AI Grounding configuration. - For steps that are created from Knowledge articles, citations for the source knowledge article aren't included. - For steps that are created from Knowledge articles, the information is summarized. The exact words from the article aren’t repeated. - Service Assistant can suggest steps that aren't based on your grounding sources (topics, knowledge, and Service AI grounding). Suggested steps are indicated in the service plan with \*. Here are examples. - \* Review transactions for fraud. - \* Verify there are sufficient account funds. - If you’ve enabled the support setting Show Closed Statuses in Case Status Field, the setting operates in a different ways within the component based on these scenarios. | Scenario | Service Assistant Component Functionality | | --- | --- | | Cases are present before you’ve set up your eligibility criteria, and the case is marked Closed. | The component shows the default message for a closed case in the component. If you attempt to generate a service plan, the component returns an error message, and the **Sync** and **Draft Plan** buttons are read-only. | | New cases match your eligibility criteria, and the case is closed before a case summary is generated. | The component returns an error message, and the **Sync** and **Draft Plan** buttons are read-only. | | A case is closed after a case summary is generated, but a plan isn’t yet generated. | The component remains in the summary state with the **Draft Plan button** read-only. | #### See Also - [_Salesforce Help_: Create Service Plan Email Updates](https://help.salesforce.com/s/articleView?id=service.sp_email_create.htm&language=en_US) <!-- document id=d74874457e5b484f70468fc6621060be4b01c954cc0bd6add1862e6c700faa39 url=/admin/current/en-us/service/264-0-0/wfs_manage_interactions_work_with.md --> # Working with Workforce Scheduling Interactions Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## How Workforce Scheduling Schedules On-Site Interactions Interactions represent on-site work. Scheduling or rescheduling an Interaction creates or updates the underlying Service Appointment. The scheduling engine acts on the underlying records, not on the Interaction itself, using [object mapping](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_mapping.htm&release=264.0.0&type=5 "Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync."). Workforce Scheduling uses a unified scheduling flow and a backend [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&release=264.0.0&type=5 "Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management.") layer. In the Salesforce platform architecture — specifically within Workforce Scheduling for Agentforce Public Sector — [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&release=264.0.0&type=5 "Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management.") is a standard backend service designed to act as an intelligent data abstraction and mapping layer. - **How scheduling is initiated:** A user creates and schedules an Interaction record from the scheduling flow (with the scheduling method set to on-site). - **The Backend Logic:** When an Interaction is scheduled, Context Service automatically creates and maps a corresponding Service Appointment in the background. Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management. When a user schedules a Service Appointment or an Interaction, the scheduling flow uses a standard context definition to gather the required data, such as work type, engagement channel, location, and scheduled times, from the relevant Salesforce objects. Standard context definitions simplify this process by providing preconfigured mappings between context attributes and Salesforce object fields. Each mapping is designed for a specific scheduling scenario, so the correct data is collected and passed to the scheduling flow automatically. - **The Result:** Interactions are user-facing, while Service Appointments are engine-facing. Every scheduling action the user triggers on the Interaction runs against the Service Appointment. The scheduling and optimization engine reads the underlying Service Appointment’s fields to schedule the appointment. The engine blocks out the service resource’s calendar and applies the scheduling policy’s work rules. Any changes made to a Service Appointment, such as scheduled time, assigned resource, status, and other scheduling logic, are synced with the Interaction. Dispatchers work with the Interaction tile on the Operations Console, while the scheduling actions run against the Service Appointment in the background. ## Scheduling Actions The following scheduling actions run against the Service Appointment behind an Interaction. [Schedule New Appointment or Change Time Slot](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") The scheduling flow returns graded time slots. Users pick a slot. Workforce Scheduling assigns the resource, schedules the Interaction, and updates the Service Appointment’s status. [Schedule and Reschedule](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") Schedule automatically assigns the highest-graded candidate to the Service Appointment. Reschedule automatically moves the Interaction and the Service Appointment to a new time or resource, subject to the active scheduling policy. Before you schedule an Interaction, confirm that your org has: - The Interaction Type defined, with a duration and required skills that match the on-site work the resource performs. - At least one service territory that covers the Interaction’s address, with resources assigned to it. - A scheduling policy with work rules and service objectives configured for on-site scheduling. You can create and schedule an Interaction from a Case or Application Form record. The [scheduling flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_onsite_flow.htm&release=264.0.0&type=5 "Manage on-site appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel an on-site appointment where a customer travels to one of your branches.") walks you through selecting a time slot and confirming the Interaction. When creating or managing Interactions, you work with these key fields: - Interaction Type: Determines the type of work, required skills, duration type, and estimated duration. - Location: The branch where the Interaction occurs. - Service Resource: The primary and optional resources assigned to the Interaction. - Start Time and End Time: The date and time of the Interaction. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note When you schedule a new appointment, an Interaction is created and scheduled as part of the scheduling flow. When you schedule an Interaction, you select the scheduling policy that controls how Workforce Scheduling assigns the Interaction to a resource. - If you create and schedule an Interaction from the scheduling flow, the default policy defined in Setup is used. You can select a different policy in the flow. - If an Interaction is scheduled automatically from the Gantt with the Schedule action, the scheduling policy is based on the Gantt’s selected policy. - If scheduling and optimization is done via API, the scheduling policy is an API parameter. Each scheduling policy combines work rules that determine which resources are eligible with service objectives that rank the best fit. The scheduling engine uses the Interaction’s underlying Service Appointment to balance the load of your service resources. You can reschedule an Interaction to a different time slot, which can reassign it to a different resource based on availability. You can also cancel an Interaction that’s no longer needed. When you reschedule, Workforce Scheduling updates the underlying service appointment and pushes the new time, resource, and status back to the Interaction. Canceling an Interaction removes the appointment from the Operations Console Gantt and the service appointment list, frees the resource’s time and sets the Interaction’s status to Canceled. ## Use Case for Public Sector: Schedule a Meeting With a Compliance Officer A business owner wants to meet with a compliance officer at the municipal office to discuss a flagged violation on their food establishment permit. The Interaction needs to be routed to a compliance officer who is both available and familiar with food safety codes — not just the next free desk. If the officer has other appointments, the scheduling system needs to account for both appointments and avoid conflicts across the team. #### See Also - [What Are Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5 "An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Context Service](https://help.salesforce.com/s/articleView?id=ind.context_service.htm&type=5&language=en_US) <!-- document id=23e6be70670e184286103ebed3f6255f2306b4a645c7fb53528ca6eb926c440f url=/admin/current/en-us/service/264-0-0/wfs_manage_visits_work_with.md --> # Working with Workforce Scheduling Visits Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule, cancel, or unschedule a Visit. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table> ## How Workforce Scheduling Schedules Field Visits Visits represent field work. Scheduling or rescheduling a Visit creates or updates the underlying Service Appointment and parent Work Order. The scheduling engine acts on the underlying records, not on the Visit itself, using [object mapping](https://help.salesforce.com/s/articleView?id=ind.aps_wfs_visit_service_appointment_mapping.htm&type=5&language=en_US). Workforce Scheduling leverages a unified scheduling flow, and a backend [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&type=5&language=en_US) layer. In the Salesforce platform architecture — specifically within Workforce Scheduling for Agentforce Public Sector — the [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&type=5&language=en_US) is a standard backend service designed to act as an intelligent data abstraction and mapping layer. - **How scheduling is initiated:** A user creates and schedules a Visit record from the scheduling flow (field-classified). - **The Backend Logic:** When a Visit is scheduled, the Context Service automatically creates and maps a corresponding Service Appointment and Work Order in the background. The Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management. When a user schedules a Service Appointment or a Visit, the scheduling flow uses a standard context definition to gather the required data, such as work type, engagement channel, location, and scheduled times, from the relevant Salesforce objects. Standard context definitions simplify this process by providing preconfigured mappings between context attributes and Salesforce object fields. Each mapping is designed for a specific scheduling scenario, so the correct data is collected and passed to the scheduling flow automatically. - **The Result:** Visits are user-facing, while Service Appointments are engine-facing. Every scheduling action the user triggers on the Visit runs against the Service Appointment. The scheduling and optimization engine reads the underlying Service Appointment’s fields to schedule the appointment. The engine blocks out the service resource’s calendar, tracks travel time, and applies the scheduling policy’s work rules. Any changes made to a Service Appointment, such as scheduled time, assigned resource, status, and other scheduling logic, are synced with the Visit. Dispatchers work with the Visit tile on the Operations Console, while the scheduling actions run against the Service Appointment in the background. Work Orders and Service Appointments without a Visit are used for break-fix, maintenance, and installation work. The scheduling engine treats a visit-linked service appointment and a work-order-only service appointment the same way (the Service Appointment behind a Visit uses the same scheduling policy, work rules, and service objectives as a work-order-only Service Appointment). ## Scheduling Actions The following scheduling actions run against the Service Appointment behind a Visit or Work Order. [Schedule New Appointment or Change Time Slot](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") The scheduling flow returns graded time slots. Users pick a slot. Workforce Scheduling assigns the resource, schedules the Visit, and updates the Service Appointment’s status. [Find Candidates](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") Find Candidates returns eligible resources with a graded time slot for each, without assigning. Use Find Candidates (from the console or [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources)) when you want to preview options before scheduling or when you need a list of candidates for downstream logic. [Schedule and Reschedule](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") Schedule automatically assigns the highest-graded candidate to the Service Appointment. Reschedule automatically moves the Visit and the Service Appointment to a new time or resource, subject to the active scheduling policy. [Global Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") Global optimization runs across the Service Appointments for a service territory and a time horizon, and rewrites assignments to raise the schedule’s overall score against the policy’s service objectives. Global optimization acts on the Service Appointments. The linked Visits reflect the new schedule when the run completes. [In-Day Optimization](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_inday_global.htm&release=264.0.0&type=5 "Use In-Day Optimization to recover from same-day disruptions — such as last-minute schedule changes — by optimizing the team’s schedule across one or more service territories. Use Global Optimization to reoptimize the schedule across one or more service territories over a longer date range. In-Day and Global Optimization are relevant to field work only.") In-day optimization runs on the current day’s schedule and adjusts assignments to react to changes such as new appointments, delays, or resource absences. In-day optimization uses the same policy as the scheduled run and updates Visits through their underlying Service Appointments. [Resource Schedule Optimization (RSO)](https://help.salesforce.com/s/articleView?id=service.wfs_optimize_rso.htm&release=264.0.0&type=5 "In Workforce Scheduling, use Resource Schedule Optimization (RSO) to reoptimize a single service resource’s schedule when a last-minute disruption occurs. RSO reshapes a single resource’s day due to a shift change, a cancellation, or an unexpected block of unavailability — without affecting the rest of the team. RSO is relevant to field work only.") RSO runs on a single resource’s day and rearranges their Service Appointments to reduce travel time or close schedule gaps. Before you schedule a Visit, confirm that your org has: - The Visit’s Work Type defined, with a duration and required skills that match the field work the resource performs. - At least one service territory that covers the Visit’s address, with resources assigned to it. - A scheduling policy with work rules and service objectives configured for field scheduling. You can create and schedule a Visit from a Claim or Application Form record. The [scheduling flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_field_flow.htm&release=264.0.0&type=5 "Manage field appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel a field appointment where a service resource travels to the customer’s location.") walks you through selecting a time slot and confirming the Visit. When creating or managing Visits, you work with these key fields: - Work Type: Determines the type of work, required skills, duration type, and estimated duration. - Earliest Start Permitted: The exact date and time after which a resource can begin work - Visit Priority: Determines how the engine ranks the visit for scheduling purposes (Low, Medium, High, or Critical). - Due Date: The latest date by which the visit must be completed. - Service Territory: The geographic or functional area where the visit occurs. - Customer: The customer, constituent, or organization being visited. - Address: The physical location of the visit. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-workforce_scheduling-264-0-0-production-enus/1eb114f2-bdf8-40c9-98ed-accb880f7906/images/icon_note.png) Note - When you schedule a new appointment, a Visit is created and scheduled as part of the scheduling flow. To create a Visit, a Place field must be populated as this is a mandatory field on Visits. Place is taken from the Service Territory if it doesn’t exist on the Visit and not derived otherwise in the flow. - To ensure Visits can be scheduled and that the Place field is populated as part of this flow, admins need to add a Place record on Service Territories (Service Territory Location). - When a Visit exists and is scheduled by another service, the place is taken directly from the Visit record. When you schedule a Visit, you select the scheduling policy that controls how Workforce Scheduling assigns the Visit to a resource. - If you create and schedule a Visit from the scheduling flow, the default policy defined in Setup is used. You can select a different policy in the flow. - If a Visit is scheduled automatically from the Gantt with the Schedule action, the scheduling policy is based on the Gantt’s selected policy. - If a Visit is scheduled automatically via Resource Schedule Optimization, the scheduling policy is based on the Gantt default policy. You can select a different policy in Setup. - If scheduling and optimization is done via API, the scheduling policy is an API parameter. Each scheduling policy combines work rules that determine which resources are eligible with service objectives that rank the best fit. The scheduling engine uses the Visit’s underlying Service Appointment to find time slots, assign a resource, and schedule the Visit. You can reschedule a Visit to a different time slot, which can reassign it to a different resource based on availability. You can also cancel a Visit that’s no longer needed. When you reschedule, Workforce Scheduling updates the underlying service appointment and pushes the new time, resource, and status back to the Visit. Canceling a Visit removes the appointment from the Operations Console Gantt and the service appointment list, frees the resource’s time and sets the Visit’s status to Canceled. You can also unschedule a Visit. Unscheduling removes the assigned resource, sets the status to Unscheduled and clears the Scheduled Start and Scheduled End fields on the underlying Service Appointment. The Service Appointment remains in the Service Appointment list. ## Use Case for Public Sector: Schedule a Wellness Check A child welfare caseworker needs a home inspection check for a family in their caseload. The caseworker schedules a new appointment from the Case record, which runs a scheduling flow. In the flow, the caseworker selects the Work Type and completes the time and priority details for the field work. Workforce Scheduling grades candidate slots for the family’s address against the active scheduling policy. After the caseworker selects a time slot and confirms, the flow creates a Visit. The scheduled Visit is shown on the Operations Console Gantt and in the list view, and includes the scheduled start time, address, and status. #### See Also - [What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5 "A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.") - [Schedule, Reschedule and Unschedule Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 "Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.") - [Context Service](https://help.salesforce.com/s/articleView?id=ind.context_service.htm&type=5&language=en_US) - [Workforce Scheduling Visit Data Map to Service Appointments](https://help.salesforce.com/s/articleView?id=ind.aps_wfs_visit_service_appointment_mapping.htm&type=5&language=en_US) <!-- document id=087987dd6b9b0d22b4ef1ded8268ce25046c639de3620140d8a8fb64b2cc6e7a url=/admin/current/en-us/service/264-0-0/fwm_history_and_forecast_glossary.md --> # Workload and Intelligent Forecast Glossary To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d525e56">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d525e56 ">To create, view, and adjust a workload or intelligent forecast:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d525e56 ">Workforce Engagement Analyst AND Workforce Engagement Planner</td> </tr> </tbody> </table> | Term | Definition | | --- | --- | | Workload History | An aggregation of your historical data. Use a workload to review past work volume trends or as the foundation for building an intelligent forecast. | | Service Territory | Represents the location of your contact center. You select a service territory when you create a workload. If you then create a forecast or capacity plan, it references that service territory. | | Intelligent Forecast | A prediction of your future workload volume based on your workload’s historical data. | | Work Type | A work type is a dimension used to group workload data. | | Average Handle Time | The average length of time it takes for a customer and worker interaction, by work type. | | Interval | The time increment used to view workload and forecast data. Data is aggregated at the hourly level. In the dashboard Graph View, you can toggle between hourly, daily, weekly, or monthly intervals to visualize the data at different time scales. | <!-- document id=ca5df9fc148c970791e94479c1947fcf2f89037ffc90dbf8e26c9a0b848e1bfb url=/admin/current/en-us/service/264-0-0/workforce_engagement_history_and_forecast_glossary.md --> # Workload and Intelligent Forecast Glossary To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d26782e58">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d26782e58 ">To create, view, and adjust a workload or intelligent forecast:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d26782e58 ">Workforce Engagement Analyst AND Workforce Engagement Planner</td> </tr> </tbody> </table> | Term | Definition | | --- | --- | | Workload History | An aggregation of your historical omni-channel data. Use a workload to review past work volume trends or as the foundation for building an intelligent forecast. | | Service Territory | Represents the location of your contact center. You select a service territory when you create a workload. If you then create a forecast or capacity plan, it references that service territory and determines the time zone used for the data. | | Intelligent Forecast | A prediction of your future workload volume based on your workload’s historical data. | | Channel | A dimension used to group workload data. Supported values include case, chat transcript, messaging session, voice call, or a custom object in your org. To select chat, messaging, or voice call, you must have the corresponding license for these standard objects. | | Skill | A skill that an agent needs to complete the job. Skill is a dimension used to group workload data. During workload history setup, you can map a standard or custom picklist field to Skill. | | Queue | In an Omni-Channel queue-based routing workflow, a queue lets you prioritize, distribute, and assign records to teams of agents who share workloads. When creating a workload, you select which queues to include, and you can filter your dashboard views by queue. | | Average Handle Time | The average length of time it takes for a customer and agent interaction, by job profile. | | Interval | The time increment used to view workload and forecast data. Data is aggregated at the hourly level. In the dashboard Graph View, you can toggle between hourly, daily, weekly, or monthly intervals to visualize the data at different time scales. | | Agent Work | In an Omni-Channel workflow, Agent Work represents a work assignment routed to an agent. When creating a workload, you can filter data based on Agent Work fields, such as Status, Created Date, or Accept Date, and select an Agent Work date and time field to use for data aggregation. | <!-- document id=721ad588216c028870b4b6843f2d70f6e66c78c2e15d5eda9eaef2b776c96120 url=/admin/current/en-us/service/264-0-0/fwm_history_and_forecasts_about.md --> # Workload Histories and Intelligent Forecasts A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.">View supported editions</a>.</td></tr></tbody></table> ## Understand Your Workloads You can visualize and identify trends in your historical workload volumes by using workload histories. When you create an intelligent forecast from a workload history, Frontline Workforce Management predicts future volume. Workloads can use work type as the routing dimension. When you create a workload history, you select the work type to analyze. The dashboard shows data for your selected work type. To identify trends such as seasonal demands, you can filter the dashboard by date ranges, time intervals, and other criteria. - **[Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.fwm_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5)** Format your data to ensure that your team can create workload and intelligent forecasts. - **[Workload and Intelligent Forecast Glossary](https://help.salesforce.com/s/articleView?id=service.fwm_history_and_forecast_glossary.htm&release=264.0.0&type=5)** To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results. - **[Create a Workload History](https://help.salesforce.com/s/articleView?id=service.fwm_create_workload_history_1.htm&release=264.0.0&type=5)** Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. - **[Create an Intelligent Forecast](https://help.salesforce.com/s/articleView?id=service.fwm_create_intelligent_forecast.htm&release=264.0.0&type=5)** You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard. #### See Also - [Supported Editions for Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_editions.htm&release=264.0.0&type=5 "Learn about the Salesforce user interfaces, editions, and add-ons that support Frontline Workforce Management.") - [Frontline Workforce Management Limits and Considerations](https://help.salesforce.com/s/articleView?id=service.fwm_limits.htm&release=264.0.0&type=5 "Before setting up Frontline Workforce Management, review these limits and considerations.") - [Set Up Frontline Workforce Management](https://help.salesforce.com/s/articleView?id=service.fwm_configure_1.htm&release=264.0.0&type=5 "Before your teams can use Frontline Workforce Management, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.") - [Capacity Plans](https://help.salesforce.com/s/articleView?id=service.fwm_capacity_plan_about.htm&release=264.0.0&type=5 "Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..") - [Manage Shifts](https://help.salesforce.com/s/articleView?id=service.fwm_manage_shifts.htm&release=264.0.0&type=5 "Create and manage shifts that drive resource availability for on-site and field work.") <!-- document id=b2bf4616e7d9489041e852fe40e9af71e271b04341b289ce62f278d833dcc9dc url=/admin/current/en-us/service/264-0-0/workforce_engagement_history_and_forecasts_about.md --> # Workload Histories and Intelligent Forecasts A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&release=264.0.0&type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">View supported editions</a>.</td></tr></tbody></table> ## Understand Your Workloads You can visualize and identify trends in your historical workload volumes by using workload histories. When you create an intelligent forecast from a workload history, Workforce Management predicts future volume. Workloads can use queues or skill groups as the routing dimension. When you create a workload history, you select the queues or skill groups to analyze. The dashboard shows data for your selected queues or skill groups. To identify trends such as seasonal demands, you can filter the dashboard by date ranges, time intervals, and other criteria. ## Forecasting Models When you set up Workforce Management, choose a forecasting model based on your forecasting needs. Holt-Winters is a statistical forecasting model that uses historical patterns to generate forecasts. Moirai (Beta) is an AI-based time series model that generally produces more accurate forecasts. For more information, see [Moirai: A Time Series Foundation Model for Universal Forecasting](https://www.salesforce.com/blog/moirai/) ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note Moirai (Beta) requires Data Cloud. Running a Moirai forecast consumes additional Data Cloud credits. Moirai uses the default DataSpace in Data Cloud, and you can't configure it to use a different DataSpace. For information about setting up Moirai, see [Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&type=5&language=en_US). - **[Admin Checklist for Workload and Forecast Setup](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5)** Format your data to ensure that your team can create workload and intelligent forecasts. - **[Workload and Intelligent Forecast Glossary](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_history_and_forecast_glossary.htm&release=264.0.0&type=5)** To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results. - **[Create a Workload History](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_workload_history_1.htm&release=264.0.0&type=5)** A workload history aggregates historical data from an Omni-Channel workflow. Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. - **[Create an Intelligent Forecast](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&release=264.0.0&type=5)** You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard. <!-- document id=0f04b1c231c52e1453eb56ee8b60fd5f03ae7a8782cf54b65bb295d278589301 url=/admin/current/en-us/service/264-0-0/hr_svc_workplace_accommodation.md --> # Workplace Accommodation Deploy this template to provide employees with a standardized way to request physical or operational workplace accommodations. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> This template creates a service request record that captures essential user details for accurate and auditable fulfillment. Review what’s included with the template. ## Intake Attributes The intake form for this template captures these details from the employee: Accommodation Type, Accommodation Description, Temporary Or Permanent, Preferred Contact Method. ## Fulfillment and Integration This template doesn't include any preconfigured integrations for intake or fulfillment. Manager approval routing is expected. Use Flow Builder to define custom routing logic and fulfillment workflows. <!-- document id=bc6cc9cfb75bc8e0b2f4fb82582810f20c840b0b5a513b11de19c80837c3cc85 url=/admin/current/en-us/service/264-0-0/cti_wrappingup.md --> # Wrap Up a Call Using the Softphone End a call in Salesforce CRM Call Center. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d29930e55">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d29930e55 ">To end a call:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d29930e55 ">Member of a call center</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png) Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US). When you are ready to end a call: 1. Update the associated call log. For example, if you created a case or viewed a contact while you were on the call, verify that they are selected in one of the Related To fields of the log, and use the Comments text box to enter any notes about the call. Call logs are not created for internal calls. 2. Click **End Call** in the active softphone line or use your physical phone set to hang up. This action terminates the call and frees the line. 3. If wrap up codes are not enabled, your call center state is set back to Ready for Calls and the log for your call is automatically saved. 4. If wrap up codes are enabled, your call center state is set to Wrap Up and a set of reason codes are displayed in the softphone. While in this state you cannot receive any incoming calls. 1. Select the reason code that best represents the outcome of the call. 2. Optionally make additional modifications to your call log. 3. Click **Done**. Your call center state returns to Ready for Calls, and the log for your call is automatically saved. All saved call logs are placed in the Last N Calls section of the softphone for quick reference. You can review details of the call logs by clicking any of the associated links. - The Subject link (for example, “Call 6/01/2006 12:34 PM”) opens the call log details page. - Either of the Related To links opens the detail page for the specified record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png) Note Some Salesforce CRM Call Center features aren’t available with your softphone because of customizations that have been made for your organization. See your administrator for details. #### See Also - [Salesforce Call Center](https://help.salesforce.com/s/articleView?id=service.cti_overview.htm&release=264.0.0&type=5 "Call Center integrates Salesforce with third-party computer-telephony integration (CTI) systems. Call center users can see Salesforce information for incoming calls, make out-going calls directly from Salesforce, and report on call outcome, duration, and more. A call center is great for boosting productivity for Salesforce users that spend time on the phone.") - [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.") <!-- document id=e724a2929a28eb0ee8d6cf9ad3daac4bc0051f0a5ef2c74a94a76ecb1f2824d6 url=/admin/current/en-us/service/264-0-0/voice_acw_for_agents.md --> # Wrap Up After a Call Most customer service calls or messaging sessions require closing work after it ends—for example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time. ### Required Editions This article applies to: - Salesforce Voice with Amazon Connect - Salesforce Voice with Partner Telephony - Salesforce Voice with Partner Telephony from Amazon Connect <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> ![After Conversation Work component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_acw_component.png) ## How It Works You have a set number of seconds to complete wrap-up tasks before you’re available for a new conversation. When time is up, your work is considered complete whether you close the record. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png) Note To wrap up a call faster, use Einstein Work Summaries to generate your call summaries for you. ## If You’re Done Early If you finish your wrap-up work before an ACW period runs out, click **All Done** or close the record tab in the console to show that you’re ready to help the next customer. Making an outbound conversation or changing your status during the ACW period also ends the countdown and closes the agent work. If you log out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute. ## Extend Wrap-Up Time If you need more time to finish your wrap-up work, click **Extend**. Your admin sets the extension time and how many extensions you can make on your work. An extension pauses the ACW timer to prevent you from being put back into available status before completing after conversation work. ## If a Call is Transferred When a call is transferred from one rep to another, each rep’s ACW period begins the moment they exit the call. This behavior applies to both warm and cold transfers. For Amazon Connect contact centers, a call can be transferred to a rep during active After Conversation Work time. The transferred call interrupts and ends ACW, and Omni-Channel no longer lists the previous call in a rep’s active work. ## If an Inbound or Outbound Call is Canceled When a caller cancels an inbound call that hasn’t been connected to a rep or you cancel an outbound call, you don’t enter the After Conversation Work flow. Although the Voice Call tab can still be open and lower your rep capacity, the ACW component doesn’t appear. If the Respect Rep Capacity option is enabled, you don’t receive another call until you close the record tab in the console. ## Don’t see the ACW component, Extend button, or timer on a call or messaging record? If you don’t see the ACW component or Extend button on a call or messaging record, your admin likely hasn’t set up the features. In this case, there’s no wrap-up work time limit or extend wrap-up work option. Keep the call record open in the console until you complete your work for the call. Then close the record so you’re available for another customer. If you don’t see the timer, your org might have Omni-Channel Fallback Mode enabled. In this mode, ACW isn’t supported. To free up your capacity after a call or messaging session completes, click **All Done**. #### See Also - [Configure After Conversation Work Time](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_after_conversation_work_time.htm&type=5&language=en_US) - [Use Work Summaries in the Console](https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_use_work_summaries.htm&type=5&language=en_US) <!-- document id=70bc1b307c574b3f230f73720813d33c88acc96e4b7bba471db7a52919418f5b url=/admin/current/en-us/service/264-0-0/afcc_sv_after_convo_work.md --> # Wrap Up After a Call in Salesforce Voice Most customer service calls require closing work after they end. For example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time specified by your admin to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time. ### Required Editions This article applies to: Salesforce Voice (Native Telephony) <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&release=264.0.0&type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d101184e68">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d101184e68 ">To add custom media:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d101184e68 "> <p>Agentforce Contact Center Admin (Salesforce Voice) permission set.</p> <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&language=en_US" target="_blank">permissions in this permission set</a>.</p> </td> </tr> </tbody> </table> ![After Conversation Work timer with 26 seconds remaining and the option to extend by 30 seconds or end ACW](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_acw.png) ## How It Works You have a set number of seconds to complete wrap-up tasks before you’re available for a new conversation. When time is up, your work is considered complete whether you close the record. ## If You’re Done Early If you finish your wrap-up work before an ACW period runs out, click **All Done** or close the record tab in the console to show that you’re ready to help the next customer. Making an outbound call or changing your status during the ACW period also ends the countdown and closes the agent work. If you log out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute. ## Extend Wrap-Up Time If you need more time to finish your wrap-up work, click **Extend**. Your admin sets the extension time and how many extensions you can make on your work. An extension pauses the ACW timer to prevent you from being put back into available status before completing after conversation work. ## If a Call is Transferred When a call is transferred from one rep to another, each rep’s ACW period begins the moment they exit the call. This behavior applies to when you complete both warm and cold transfers. ## If an Inbound or Outbound Call is Canceled When a caller cancels an inbound call that hasn’t been connected to a rep or you cancel an outbound call, you don’t enter the After Conversation Work flow. Although the Voice Call tab can still be open and lower your rep capacity, the ACW component doesn’t appear. ## Don’t see the ACW component, Extend button, or timer on a call or messaging record? If you don’t see the ACW component or Extend button on a call or messaging record, your admin likely hasn’t set up the features. In this case, there’s no wrap-up work time limit or extend wrap-up work option. Keep the call record open in the console until you complete your work for the call. Then close the record so you’re available for another customer. If you don’t see the timer, your org might have Omni-Channel Fallback Mode enabled. In this mode, ACW isn’t supported. To free up your capacity after a call or messaging session completes, click **All Done**. <!-- document id=fd8838c32a141d214a712f229623da8a6110f5c184a9e50fd79dbf2e7e99ad9e url=/admin/current/en-us/service/264-0-0/messaging_broadcast_write_messages.md --> # Write Effective Broadcast Messages Broadcast informative, useful messages to customers and employees in a standard SMS channel. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <tbody> <tr class=""> <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US" target="_blank">View supported editions.</a></td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <a name="messaging_broadcast_write_messages__d544e1964"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_broadcast_write_messages__d544e1964" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span> <strong>This article applies to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td> </tr> <tr class=""> <td class="slds-cell-wrap" style="vertical-align:top;"> <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span> <strong>This article doesn’t apply to:</strong> </td> <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel</td> </tr> </tbody> </table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). Create Broadcast Messaging Templates Write messages for broadcasters to send to recipients. Broadcasters can’t create templates or send a message without a template, so create as many templates as you think your team needs. For instructions, see [Send Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5 "Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else. "). ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png) Tip To visually group your broadcast messages and help your team find what they’re looking for, add a prefix to your template names. For example, name your waitlist-related message templates “Waitlist - Joined,” “Waitlist - 10 Min Warning,” and “Waitlist - Removed.” Mind the Character Limit Text messages are limited to 160 characters for most carriers. If your message exceeds your carrier’s limit, your message is sent in multiple text messages. Keep your message short to avoid paying for extra messages. Stay On Topic Your recipients opted in to your messages for a specific purpose. Avoid sending frequent, off-topic messages or sharing information that’s better suited for email. If recipients feel like you’re oversharing, they opt out. Personalize Sparingly It’s great to include your recipient’s name in a message here and there with a merge field. But too much personalization can be overwhelming, and it can use up your character count. Use a Link Shortener If you include links in your messages, use a link shortener to save space. Links count against the 160-character limit. Include a Call to Action A call to action makes your message more useful to recipients. For example: - When you send an informational message, consider including a link they can visit to learn more. - When you remind recipients about an event or appointment, provide a text reply or phone number they can use to confirm or cancel. - When you notify recipients about their spot on a wait-list, tell them how they can remove their name if they change their mind. ## Examples of Broadcast SMS Messages See example text messages that can be sent using Broadcast Messaging for standard SMS. ![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png) Example ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png) Important Standard SMS channels are scheduled for retirement, and we’re limiting the ability to create standard channels. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels before February 14, 2026. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and enhanced bot support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade."). ### Bulk Customer Service Updates Send bulk updates to your customers when you have a widespread service-related announcement. Service Outage Service maintenance window: we’ll be offline for maintenance from 1am-2am in your area. Change in Customer Service Availability Our service reps are working reduced hours due to a weather event. Expect response time up to 48 hours. ### Queue Notifications To manage a queue, we recommend sending a text when the recipient joins the list, when they are at the top of the list, and when they remove themselves from the list. Recipient Joined the List You’re in line for Business Name. We’ll send an update when you’re next in line. Text CANCEL to cancel. Recipient is at the Top of the List You’re next in line to shop at Store Name! You have 10 min to check in. Text CANCEL to cancel. Recipient Left the List You’ve been removed from the list. We hope to see you another time. ### Appointment Reminders Send confirmations and reminders for appointments. We recommend letting the recipient know that they’ve scheduled their appointment and what they can do to cancel or reschedule. Consider moving appointment confirmations to text so your staff can respond to other phone calls. Appointment was Scheduled or Rescheduled Your appointment is scheduled for WED 7/1 @ 11am. Text YES to confirm. Call 000-000-0000 to reschedule. Appointment Confirmation with Instructions Confirmed! Arrive 15 min before your appt. Call 000-000-0000 for help. ### Updates for Hospitality Guests Send updates to your hospitality guests so they know when there are changes in your facility. Improved Hygiene Process We introduced new cleaning and safety standards according to CDC and county guidance. Learn more: shortlink Facility is Closed Hotel guests: The pool is closed for cleaning until 10am tomorrow. Get your workout in ASAP! The gym is closed for construction starting THU 7am. Reduced Amenity Hours The Hotel Name restaurant and bar is reducing hours to 5pm-8pm. Room service is available 24/7. ### Education Facility Updates Send updates about your school’s facilities to students and their families. School Facility is Closed The cafeteria is converting to contactless pickup. Download the app to order ahead: shortlink Publicly-Accessible Location is Restricted Our public gym is restricting hours and capacity due to city restrictions. More info: shortlink ### Employee Messages Communicate important information to your employees. The Employee object is available only if you’ve purchased Work.com. Wellness Survey Notification This week’s wellness survey is ready for you. Please respond by 11/9: shortlink Temporary Location Closure We’re temporarily closing the Main St. location 1/4-1/24. Call 000-000-0000 to request a transfer. <!-- document id=43075626a77660bc406632c84e94ae16859aae9bd78b8d7bc03a323025c4dcca url=/admin/current/en-us/service/264-0-0/bots_service_intent_manual_utterance.md --> # Write Utterances for Einstein Bots You can add utterances manually to any intent by typing them directly into the intent. Utterances added via intent sets and manually all count towards the total number of utterances. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d51485e57">User Permissions Needed</th> </tr> </thead> <tbody> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51485e57 ">To build and manage Einstein Bots:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51485e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots</p> </td> </tr> <tr class=""> <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d51485e57 ">To manage intent sets and bot training:</td> <td class="slds-cell-wrap" style="vertical-align:top;" headers="d51485e57 "> <p>Customize Application</p> <p>OR</p> <p>Modify Metadata</p> <p>OR</p> <p>Manage Bots</p> <p>OR</p> <p style="margin-bottom:0;">Manage Bots Training Data</p> </td> </tr> </tbody> </table> Before you begin, keep these rules in mind when writing utterances: - Building an intent model with Einstein Bots is supported in the following languages: [Create a Bot for a Specific Language](https://help.salesforce.com/s/articleView?id=service.bots_service_language.htm&release=264.0.0&type=5 "Every Einstein Bot requires a primary language to be able to understand your end users. Defining a bot primary language helps with natural language processing (NLP) and named entity recognition (NER)."). - The minimum number of utterances required to use intent recognition varies by model. Einstein Bots offers two intent models, the original intent model and the cross-lingual intent model (beta). [Learn more about the models and the minimum requirements.](https://help.salesforce.com/s/articleView?id=service.bots_service_train_bot.htm&release=264.0.0&type=5 "Using Natural Language Processing (NLP) through intent management is uncharted territory for most admins. It’s important to remember that building bots is iterative - starting off with a small bot and then building it into a complex machine is part of the journey. As you gain feedback from your customers and review data, your bots grow in ways you have never expected!") Before you meet the minimum requirements, both models default to exact matching. After you meet the minimum requirements, you can turn on Einstein to use Natural Language Processing for the intent. - Utterances over 250 characters are discarded. - The more balanced your model, the better your model accuracy. In many cases, the more utterances, the more accurate your model. But keep in mind that too many or too few utterances can change the model output. The minimum number of utterances depends on the model you use, and the right number of utterances is unique to your model. - Utterances must have variation in word length. The words must vary in length to capture the many different ways an end user could ask for something. Some end users could say “order status”, while others say, “I would like to check the status of my order”. A great way to create utterances is to ask your colleagues how they would say a phrase. - Avoid adding utterances that are too similar. Also avoid adding the same utterance more than one time, as the model discards duplicate utterances. - Special formatting for utterances isn’t necessary. Special text formatting, such as emoji, words in all uppercase, and punctuation aren’t included in the training process. - Each utterance is clear and includes the activity that’s intended. Avoid utterances that have an ambiguous meaning. An intent-driven utterance follows this template to be descriptive: - Includes an actionable verb or task. For example: "play," "display," or "switch on/off." - Includes a specific entity or noun to be acted upon. For example: "Silicon Valley episode," "bank transactions", or "weather." 1. Navigate to the Bot Builder, and select the dialog you want to add utterances to the intent. 2. Under Utterances, type in your utterance, and click **Add**. 3. Repeat for another utterance. <!-- document id=7c9fe13737b8843e66efc10c286a06e228fb8c9a10c781044c11d5d193ca3f8e url=/admin/current/en-us/service/264-0-0/knowledge_uk_prep_zoomin.md --> # Zoomin Connector Preparation Before you set up Unified Knowledge, review Zoomin documentation to understand what you need to do for each connector you plan to use. ### Required Editions <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table> ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Unified Knowledge is scheduled for retirement with the Summer ’27 release. You can continue using Unified Knowledge connectors until then, but we recommend transitioning to Salesforce Enterprise Knowledge, powered by Data 360, the replacement feature for Unified Knowledge. Salesforce Enterprise Knowledge offers a robust solution for integrating external data sources with your knowledge base, so you can ground Agentforce with external knowledge to deliver accurate responses. Learn about Unified Knowledge retirement in [Help](https://help.salesforce.com/s/articleView?id=005101356&type=1&language=en_US). ## Sources and Connectors - See the Zoomin documentation for information about each connector. Zoomin includes details on how to prepare connectors and third-party systems for use with Salesforce, any known limitations or necessary credentials and permissions, actions that trigger content updates in Salesforce, mapping data categories to third-party knowledge, steps for adding knowledge sources, field reference information, and other useful information. - The Atlassian Jira Cloud connector doesn’t import table height and width sizes from source content. Consequently, the table sizes in articles imported and synced into Salesforce don’t match those in Jira. - The Guru connector adds several known issues to articles imported and synced into Salesforce. The issues include PDF files aren’t imported, the small heading style isn’t aligned, and many items aren’t applied, including block quote font color, code block style, text color and highlights, code snippet font and background color. Additionally, table rows with even numbers have gray backgrounds in Guru but no background color in Salesforce. - The Salesforce connector to Salesforce orgs syncs only Knowledge articles in a published state. - To understand a high-level view of what is needed for each source and its connector for use with Salesforce, see this table with links to Zoomin documentation. - When you import third-party articles by using Sitemap connector, the articles don’t always render correctly, and issues can occur with the styling of the content. - The Helpjuice connector imports articles into Salesforce with some formatting issues. The content in tabs, accordions, decision trees, and buttons appears as plain text without any formatting or interactive elements. - When you sync articles with the MindTouch connector, it also syncs non-article content, such as categories, along with the articles. - Unified Knowledge doesn't support macros. <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "> <colgroup> <col style="width:50%"> <col style="width:50%"> </colgroup> <thead class="slds-text-title_caps "> <tr class=""> <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d193940e102"> <a href="https://unifiedknowledge.ai/salesforce/" target="_blank">Zoomin Documentation Portal</a> </th> </tr> <tr class=""> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193940e112">Source and Connector</th> <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d193940e115">Zoomin Documentation</th> </tr> </thead> <tbody> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Adobe Experience Platform (Microsoft Word not supported)</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/aem/page/adobe_experience_manager_assets_as_a_unified_knowledge_source.html" target="_blank">Experience Platform</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Amazon S3</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/amazon-s3/page/amazon_s3_as_a_unified_knowledge_source.html" target="_blank">S3</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Atlassian Confluence Cloud</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/ConfluenceCloud/page/atlassian_confluence_cloud_as_a_unified_knowledge_source.html" target="_blank">Confluence Cloud</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Atlassian Confluence Server</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/ConfluenceServer/page/atlassian_confluence_server_as_a_unified_knowledge_source.html" target="_blank">Confluence Server</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Atlassian Jira Cloud</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/jira-cloud/page/atlassian_jira_cloud_as_a_unified_knowledge_source.html" target="_blank">Jira Cloud</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Box</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "><a href="https://unifiedknowledge.ai/salesforce/bundle/BoxDrive/page/box_drive_as_a_unified_knowledge_source.html" target="_blank">Box</a></td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Custom</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/Custom/page/custom_as_a_unified_knowledge_source.html" target="_blank">Custom Source</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Github</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/github/page/github_markdown_as_a_unified_knowledge_source.html" target="_blank">Github Markdown</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Google Drive</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/GoogleDrive/page/google_drive_as_a_salesforce_unified_knowledge_source.html" target="_blank">Drive</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Guru </td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/guru/page/guru_as_a_unified_knowledge_source.html" target="_blank">Guru</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Helpjuice</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "><a href="https://unifiedknowledge.ai/salesforce/bundle/helpjuice/page/helpjuice_as_a_unified_knowledge_source.html" target="_blank">Helpjuice</a></td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Madcap Flare</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/flare/page/madcap_flare_as_a_unified_knowledge_source.html" target="_blank">Madcap Flare</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">MadCap IXIA CCMS (IXIASOFT)</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/ixiaccms/page/ixia_ccms_as_a_unified_knowledge_source.html" target="_blank">IXIA CCMS</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Microsoft Azure (Microsoft Word not supported)</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/azure/page/microsoft_azure_blob_as_a_unified_knowledge_source.html" target="_blank">Azure</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Microsoft SharePoint Online</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/SharePointOnline/page/microsoft_sharepoint_online_platform_as_a_unified_knowledge_source.html" target="_blank">SharePoint Online</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Microsoft SharePoint Server</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/SharePointServer/page/microsoft_sharepoint_server_platform_as_a_unified_knowledge_source.html" target="_blank">SharePoint Server</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">MindTouch</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/mindtouch/page/mindtouch_nice_cxone_as_a_unified_knowledge_source.html" target="_blank">MindTouch</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Salesforce Orgs (for Knowledge)</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/Salesforce/page/salesforce_knowledge_as_a_unified_knowledge_source.html" target="_blank">Salesforce Knowledge</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">ServiceNow</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/servicenow/page/servicenow_as_a_unified_knowledge_source.html" target="_blank">ServiceNow</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Sitemap (for external websites)</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/sitemap/page/sitemap_as_a_unified_knowledge_source.html" target="_blank">Sitemap</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">YouTube</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/youtube/page/youtube_channel_as_a_salesforce_unified_knowledge_source.html" target="_blank">YouTube</a> </td> </tr> <tr class=""> <td data-label="Source and Connector" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e112 ">Zendesk</td> <td data-label="Zoomin Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d193940e102 d193940e115 "> <a href="https://unifiedknowledge.ai/salesforce/bundle/zendesk/page/zendesk_as_a_unified_knowledge_source.html" target="_blank">Zendesk</a> </td> </tr> </tbody> </table> #### See Also - [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.") - [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.") - [Third-Party Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_third.htm&release=264.0.0&type=5 "Before you set up Unified Knowledge, prepare your third-party knowledge bases. Some preparation steps can require access or configuration of your third-party knowledge systems.")